Caller & Callee Report Context

That csv report that we run contains a column that says either Caller/Callee. For our inbound calls, that makes sense. What about outbound calls from our agents?

That is a fair question tbh. So basically you gotta reverse the definitions if you want to tell who was the agent and who disconnected the call.

Inbound, yeah obvious. Caller is the person that called in and hit a scenario and got routed to an agent. Callee is the Agent that received that Caller.

Outbound from an agent however…not so much. The agent becomes the caller in this case and the callee is whomever the agent dialed. This is also true for internal calls to agents.

Agent A calls Agent B via Agentdesktop…Agent A becomes the caller and Agent B becomes the Callee.