This is a call/ case level report, and thus the Call Activity values recorded are based on/ derived from the customers’ call records. This section gives insights on the overview of every outbound case with all the agents involved throughout the case and provides the time split/ time taken during the call processing.
Values Plotted:

• Case refers to a customer identified with an ID, name, and mobile number associated with the 1st interaction made.

• Conversation ID is a unique ID created for every call made against a case. 

• Call Start Time: Time when the call has been initiated/triggered time.

• Call Disconnect Time: Time at which the call gets disconnected.

• Customer Phone Number: Phone Number through which the customer has contacted.

• All Participated Agents Csv mentions the name of all the agents who were part of the call through transfers. 

• Direction: Provides segregation between inbound/outbound calls.

• Dialer Type: States if the dialer type is Predictive/ preview/ progressive, etc.

This segment provides the segregation of the call time spent by the customer in every stage of the call from the IVR till the call disconnection.

• IVR Time: Total time spent in IVR.

• Speed of Answer: Time calculated from when the customer requests for an agent till the time agent picks the call.

• Queue Time (Call): Time the call spends in the first/initial queue before getting assigned to an agent.

• Ring Time (Call): Time for which call was ringing on Agent Console.

• Talk Time: Total time spent by an agent in interaction with the customer.

• Hold Count: Number of times a customer was put on hold for the call by an agent.

• Hold Time: Total time for which the call was on hold.

• Conference Time (Call): Total time spent in conference [two agents on the same call].

• After Call Wrap-up Time: Total time spent in after call work/wrap-up.

• Initial Work Queue: Name of the first work queue the call lands on.

• Final Work Queue: Name of the final work queue the call lands on..

• Manual Call: Boolean field telling if the call was manual or not.

• Is Scheduled Call Back: Boolean field telling if the call was a scheduled callback or not.