Skill Control Active Calls Page
Required security profile permissions: Outbound Strategy Manager View
When you click a call count field in the Outbound Skill Control table, a new window displays detailed information about the calls. The example in this topic displays the table you see when you click the value of the Active column. Clicking the Made or Handled values provide the same view, filtered for that particular state.
When you click Active, the system displays a detailed list of the first 100 calls that comprise that count.
The detailed views do not update automatically. To refresh the view, press [F5] on your keyboard.
Agent Name
The name of the agent handling the call. This is the default sort column.
SkillNo
The unique ID of the the agent is using to handle the call.
External Skill
The skill that you assigned to the record, if any.
Contact ID
The unique ID of the contact.
External ID
The unique ID that you assigned to the record.
Desc
The type of phone number of the contact. This is a custom field that you mapped when you uploaded the calling list. It could be a cell phone, work phone, or any other configured type of number.
Phone
The phone number of the contact.
Caller ID
The caller ID assigned to the record, or the phone number the contact sees on her caller ID for this call.
Name
The name of the contact.
Time Zone
The time zone of the contact.
Type
The type of record, which is one of Normal, Confirmation, , or .
State
The current state of the call. It is one of Ringing, Preview, Talking, AMD, or . The call being monitored has an asterisk before the status.
Time in State
The total time in seconds the call has been in its current state.
Log Time (sec)
The total time the agent has been logged into the skill.
