This report may only be generated for a three-day window due to the amount of data.  Call-level results for additional time frames can be created if requested.  Data can be generated from up to 270 days back. By default, all times are in UTC.

No fields are required to enact a search. 

• Date Range – Enables you to type in dates or choose them using the calendar drop-down buttons.
• Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface. 
  • Multiple sequential or non-sequential dates can be selected using the Multiple option. You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
• Call Center – Select a call center with a drop-down menu.
• Multiple Call Center Selection – Clicking on the link below the Call Center drop-down menu will open the multiple call center selection window
  • Multiple Call Centers can be easily chosen by holding down the ‘Ctrl’ key while making selections.
  • You may sort call centers in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.
  • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one service or call center at a time using the single arrow buttons or all services/call centers with the multiple arrow buttons.
• Service – A particular service can be selected using the service drop-down box.  If a particular call center is selected before selecting a service, services only available for that particular call center will appear.
• Multiple Service Selection – Clicking on the link below the Service drop-down menu will open the multiple service selection window:  
  • Multiple services can be easily chosen by holding down the ‘Ctrl’ key while making selections.
  • You may sort services in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.
• Campaign – Allows you to select a particular campaign for a Failed Operator Report. 
• Campaign Pattern – Allows you to search by a portion of the campaign name. This is useful for running reports on a specific book of business with a similar filename.  
  • The % symbol acts as a wildcard. If searching for filenames with a shared beginning (like new_business_date_time or Bobsaccounts_metal), type the shared component and then the wildcard (new_business% or Bobsaccounts%).
• Service Type – A particular service type can be selected using the Service Type drop-down box. If a particular service type is selected, services available for that particular service type will only appear in the Services drop-down list.
  
  • Multiple Service Selection – Clicking on the link next to the Service Type drop-down menu will open the multiple service type selection window:  
    
    • Multiple Service Types can be chosen easily by holding down the ‘Ctrl’ key when making selections.
    • You may sort service types in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.

After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. Information for each entry includes:

• Service Name: The service on which the attempt was made.
• Date Time: Date and time of the call.
• Outcome: Result code assigned to the call.
• Account: Account number associated with the phone number.

• Original Account Number: An alternate account number that is different from the unique account identifier within the client's CRM platform.

• Phone: Phone number dialed for the account.
• First Name: First name of the customer.
• Last Name: Last name of the customer.
• Time in Queue: Hold Time
• Last Key Press: The last customer key press captured in the system before the call was abandoned.
• Call Duration: Total amount of call time in seconds.
• Campaign: Campaign file name associated with the Failed Operator Transfer.

Additional Links 

• Export to: CSV, PDF, and Excel – provides you the ability to export the report and data to another file type for storage and analysis.