Call trace reports

For each call, you can view the journey that the call made through the system, including any queues that the call has joined and any actions taken by the caller, such as DTMF menu options that were selected.

To view call trace details, in the Calls report that you have generated do one of the following:

To view the trace details for a specific call, for the appropriate call row in the table click:

To view the trace details for multiple calls, select the appropriate rows in the table and click:

The trace details for each call are shown in a table. Each row corresponds to a single event record for each call.

Field	Description
Call id	A unique identifier for the call.
Service number	The service number that was called.
Contact number	Either the number of the caller or “Restricted”.
Agent id	A unique identifier for the agent who handled the event.
Agent name	Either the username or email address of the agent who handled the event.
Queue id	A unique identifier for the queue in which the call was held.
Queue name	The name of the queue in which the call was held.
Event time	The date and time that the event occurred, in the format: DD/MM/YYYY Hour: Minutes: Second: Millisecond.
Node type	The node type that handled the event, for example, Inbound Call, Play Announcement, or Join Queue.
Node name	The name of the node that handled the event, as configured in Flow Editor.
Agent activity	The activity in which the agent was involved, for example, Connecting To Call.
Contact activity	The activity in which the caller was involved, for example, Call Flow Navigation.
Party	The party that was involved in the event. One of: Contact, Agent or Call Flow.
Type	The type of event, for example, Inbound Call, Node Entry, Error, Party Dialled or Call Ended.
Reason	The reason why the event occurred, for example, New Inbound (for an Inbound Call event), Length Limit Reached (for an Error event) or Agent Assigned (for a Party Dialled event).