| Name | Description |
|---|
| Service | Service Name. |
| Direction | Session type, can either be: |
| Customer | Sip address of a customer. |
| Started | Time when the customer started the call to call center.  <Started time> is displayed immediately after the call started. Is using a local time and Time Format that has been set by currently logged in user.
|
| State | State of the current call: - Incoming – the call has been started + Time in IVR;
- InQueue – the call is placed in the queue;
- Connected – the call is accepted by the Agent/Customer (depending on session type).
- In Queue – session is in queue to be answered
- Created – outbound session is created, the search of agent is started
- Preview – outbound task is accepted by the agent
- Connecting to Respondent – ringing form the agent to the customer (outbound session)
- Terminated – the outbound session in process of terminating
|
| Agent | First and last name of the agent connected in the session |
| Accepted | Time when the call was accepted by the LUCS-ICH service. <Accepted Time> is displayed using a local time and Time Format that has been set by currently logged in user. |
| Queued | Time when the queue has been started. <Start time of queue> is displayed using a local time and Time Format that has been set by currently logged in user. |
| Terminated | Time when the call has been terminated. <Terminated Time> is displayed using a local time and Time Format that has been set by currently logged in user. |
| Waiting Time | Time duration that shows how long the customer has been waiting for the answer of Agent in a queue. <Waiting Time> is displayed in the following format: HH:MM:SS. If the call was accepted or terminated or Queued time has not being started, then ‘–:–:–‘ is displayed. |
