Contact History Report

Required permissions: Contact History Agent View or Supervisor View
Report source: DW (Data Warehouse)
Report refresh rate: 10 seconds
The Contact History report provides a detailed list of contacts handled for a selected time frame. The report defaults to the current day. You can find contacts by date or locate a specific interaction by entering the Contact ID A unique numerical identifier assigned to each contact or Master Contact ID
The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times. into the search box. Clicking on an individual contact opens the Contact Details window.
You can also click Show Options to display filters. These filters allow you to limit the report by:
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Specific agents, skills
Used to automate delivery of interactions based on agent skills, abilities, and knowledge, or teams.
-
DNIS
Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. or ANI
Also known as caller ID. Listed phone number of an incoming voice call..
The Media Type, Agent, Skill, and Team filters allow you to search for the agents, skills, and teams you want the report to include. The search results appear after you type the first character. You can also filter inactive agents, skills, and teams out of the report by checking the boxes for Exclude Inactive Agents, Exclude Inactive Skills, and Exclude Inactive Teams.
The Number of records originating from same ANI field allows more advanced filtering by including an operator. For example, you could limit the results to any contacts who have contacted you 10 or more times with one ANI.
This report will time out after 20 minutes and is limited to 56 pages of contacts.
Uncompressed calls can be played directly but compressed calls must be downloaded before they can be played. Compressed calls will be downloaded as MP3 files.
View Refused Calls
The Contact History report enables you to view calls that were considered refused. A refused call in the Contact History report does not necessarily mean the contact was lost or that a serious problem occurred. Sometimes a call is considered refused because it was redirected to another agent.
Some refusal reasons may have associated telephony standard cause codes associated with them. This code is sent from the call carrier network to the platform and then associated with the contact. When this occurs, the cause code is listed. Cause codes 0, 16 and 255 are normal releases of a contact and should be associated with contacts.
- In the Contact Details window, click the Contact Options tab.
- Configure the report parameters how you want them, then set the Show Refused option to Yes and select the Display Extended Data checkbox.
Data in this Report
The Contact History report has multiple columns that present data attributes and metrics. Not all of the columns appear by default. If you enable Display Extended Data, and export the report data to a spreadsheet, you will see all of the columns.

Column | Description |
---|---|
Contact ID | Contact ID![]() |
Media Type | Media type![]() |
Skill |
![]() |
Agent | Agent ID of the agent that handled the contact. |
Team | ID of the agent's team. |
DNIS/To | DNIS![]() |
ANI/From | ANI![]() |
Phone Type | Landline or Cell. |
Start Time | Date and time the contact was initiated. |
Duration | Sum of time of all contact states for a specific contact. Contact states can consist of states such as PreQueue, InQueue, Callback, or Active. This field is formatted in HH:MM:SS. |
Logged | An indicator showing that the contact was recorded. If the contact was recorded, you can listen and view the contact in the Contact Detail Report. |
Primary Disposition | Shows the final disposition![]() |
Contact Type |
0—Original Contact 1—Skill Transfer 2—Agent Transfer 3—Consult Transfer 4—Takeover |
Survey | An indicator showing if the contact had a survey completed using the Survey module. |
Scored | An indicator showing if the contact was scored in the Quality Management module. |
Refuse Time | Time the refusal occurred. |
Refuse Reason | Reason the contact was refused. |
Routing | Number of times the contact entered the Routing state. |
Active | Number of times the contact entered the Active state. |
Hold | Number of times the contact entered the Hold state. |
Busy | Number of times the contact entered the Busy state. |
Outbound | Flag indicating an outbound contact. |
Transfer | Flag indicating a transferred contact. |
Abandon | Flag indicating that the contact was abandoned. |
Short Abandon | Flag indicating that the contact was short abandoned. |
Dialing Error | Flag indicating that a dialing error occurred with the contact. |
Callback | Number of times the contact entered the Callback![]() |
Post Queue | Number of times the contact entered the PostQueue state. |
Other | Number of times the contact entered the Other state. |
Script Name | Name of the script that the contact routed through in the IVR![]() |
Cause Code | Corresponds to the telephone network call completion code. |
Landline vs. Cellphone | Provides an indication of whether the call originated from a landline or cellphone. |
Tags | A comma-delimited list of tags applied to the contact by an agent using MAX. |
Refusal Reasons
A refused call in the Contact History report does not necessarily indicate a problem. Sometimes a call is considered refused because it was redirected to another agent. Refusals are not a concern unless consistent or increasing refusal rates appear for an agent.
Some refusal reasons may have associated telephony standard cause codes associated with them. This code is sent from the call carrier network to the platform and then associated with the contact. When this occurs, the cause code is listed. Cause codes 16 and 255 are normal releases of a contact and should be associated with contacts.
The Refusal Reasons column appears in the report only if you click the Display Extended Data check box in the Report Options and then run the report.

Refusal Reason | Meaning |
---|---|
Bad Number |
The telephone network has returned a cause code indicating the called number no longer being in service or temporarily unavailable. Possible associated cause codes: 1, 16, 31, 253 Resolution: The agent may have logged in to the agent application with an invalid number. If you see this refusal reason, check the number the agent used to log in. To do so, in the Admin application, click Users, open the agent's user profile, and click the Login History tab. Additionally, if the number used by the agent appears to be valid, also check the format of the Global Caller ID set on your business unit as the agent leg is always initiated from the CXone platform which uses your Global Caller ID as the ANI If the Global Caller ID is also in a valid format, you can contact the NICE CXone technical support to further investigate the root cause of the issue. |
Busy |
When the platform attempted to ring the agent phone, either a busy signal was detected or the telephone network returned a cause code that indicated the phone or network was busy. Possible associated cause codes: 17, 34, 46, 254 Resolution: The agent may have used the physical phone outside the platform at the time the platform attempted to deliver a call to the agent. This typically occurs when an agent forgets to set the state to unavailable before making or receiving an off-net call. This refusal reason could also mean you have no available ports on a circuit or the platform. On outbound calls, it is most likely that the line was busy on the number dialed. |
Error | The delivery of the call to the agent was not successful due to a telephone network issue. This is determined by a variety of cause codes that are returned to the platform from the telephone network that indicate the call terminated but was not answered. Possible associated cause codes: 2, 3, 4, 8, 21, 22, 25, 26, 27, 28, 29, 30, 38, 39, 43, 47, 58, 62, 63, 69, 70, 79, 84, 85, 88, 90, 102, 111, 251, 252 Resolution: The most common cause of this issue is with the physical phone or potentially the phone provider. It may require some validation from the platform. |
NoAnswer | The platform was able to initiate a call to the agent over the telephone network and the call was not answered within 45 seconds, depending on the individual refusal timeout, or that one of several specific cause codes were received before the call was answered. Possible associated cause codes: 18, 19, 41, 127, 246 Resolution: The platform was able to establish a connection to the agent's phone network and attempt to deliver the call. The most common causes are the agent not changing the state to unavailable before stepping away, and connectivity issues, including delay. |
LinkFailed |
The media server was unable to link the caller and the agent. This should be a fairly uncommon event; it should only occur when there are unusual conditions that prevent this operation from being performed. Resolution: A 'linked' condition occurs when the agent line and caller line are physically connected, or the call goes into an active state. Because the failure of this process is rare, it requires troubleshooting to determine the cause. |
Dropped |
One of the call legs Resolution: The call was successfully delivered to the agent but the agent hung up before the call was linked to the caller. This occurs any time the agent leg disconnects from the platform when a call is routing. The issue has two possible causes:
|
AgentLinkTimeout |
Linking to an agent is a process that requires that an agent be selected, a call placed, and that call answered before the NoAnswer Timeout expires, which is set to 45 seconds. If the system is unable to call the agent, receive an answer, and link the agent to the caller in 45 seconds or less, then an AgentLinkTimeout occurs.. This is a relatively uncommon event. Resolution: If you were not able to receive an acknowledgment in response to an invite in regards to SIP messaging, this refusal type will usually occur after 60 seconds. Typically this indicates a failure to connect to the agent's phone system or provider. |
N/A | This is currently a catch all classification for a refusal. Calls are still be redirected to another agent occurs for other refusals. |
(Zero) 0 Cause Code | This is usually given by the router when none of the other codes apply. This cause usually occurs in the same type of situations as cause 1, 88, and 100. |
Agent Cancelled | The agent selected Reject when a contact was routed to that agent. This applies to any media type. |
Cause Codes
The following table provides descriptions for the Cause Codes in the Contact History Report.
Some refusal reasons may have associated telephone standard cause codes associated with them. This code is sent from the call carrier network to the platform and then associated with the contact. When this occurs, the cause code is listed. The Refusal Reasons column will appear in the report only if you click the Display Extended Data check box in the Report Options and then run the report.

Cause Codes | Description |
---|---|
0 |
CAUSE_CODE_Origination_DISCONNECT The caller disconnected the call. |
1 |
Check number, redial (unallocated number) This cause indicates that the called party cannot be reached because, although the called party number is in a valid format, it is not currently allocated (assigned). |
2 |
No route to network /Prefix 0 dialed in error This cause indicates that the equipment sending this cause has received a request to route the call through a particular transit network which it does not recognize. The equipment sending this cause does not recognize the transit network either because the transit network does not exist or because that particular transit network, while it does exist, does not serve the equipment which is sending this cause. or This cause indicates the prefix 0 is invalid for the entered number. |
3 |
No route to dest./Prefix 1 dialed in error This cause indicates that the called party cannot be reached because the network through which the call has been routed does not serve the destination desired. This cause is supported on a network-dependent basis. or a 1 was dialed when not required. Redial without the 1. |
4 |
No prefix 1/Special Information Tone The prefix 1 is not required for this number or This cause indicates that the called party cannot be reached for reasons that are of a long term nature and that the special information tone should be returned to the calling party. |
5 |
Misdialed trunk prefix (National use) This cause indicates the erroneous inclusion of a trunk prefix in the called party number. |
6 |
Channel unacceptable This cause indicates a called user cannot negotiate for a B-channel other than that specified in the SETUP message. |
7 |
Call awarded and being delivered on an established channel This call indicates the user has been awarded the incoming calls, and that call is being connected to a channel |
8 |
Call is proceeding/Preemption Call in process, please standby. or This cause indicates a call has been preempted. |
9 |
Preemption, reserved This cause indicates a calls has been preempted due to the circuit being reserved for reuse. |
14 |
Excess digits received, call is proceeding More digits were dialed than expected. Called number has been truncated to the expected number. |
16 |
Disconnect The Cause Codes 16 is a normal release of a contact and should be associated with contacts. 16 refers to a caller disconnecting the call, by hanging up for example, or an agent disconnecting the contact through the agent application. |
17 |
Busy, try again later (User busy) This cause is used to indicate that the called party is unable to accept another call because the user busy condition has been encountered. This cause value may be generated by the called user or by the network. In the case of user determined user busy it is noted that the user equipment is compatible with the call. |
18 |
No far end response (No user responding) This cause is used when a called party does not respond to a call establishment message with either an alerting or connect indication within the prescribed period of time allocated (before timer T303 or T310 has expired). |
19 |
No answer (No answer from user, user alerted) This cause is used when the called user has provided an alerting indication, but not a connect indication within a prescribed period of time (before timer T301 has expired). |
20 |
Subscriber absent This cause is used when a mobile station has logged off, radio contact is not obtained with a mobile station or a personal telecommunications user is temporarily not addressable at any user-network interface. |
21 |
Call rejected This cause indicates that the equipment sending this cause does not wish to accept this call, although it could have accepted the call because the equipment sending this cause is neither busy nor incompatible. This cause may also be generated by the network, indicating that the call was cleared due to a supplementary service constraint. |
22 |
Number changed This cause is returned to a calling party when the called party number indicated by the calling party is no longer assigned, The new called party number may optionally be included in the diagnostic field. If a network does not support this cause, cause no: 1, unallocated (unassigned) number shall be used. |
25 |
Exchange routing error Indicates that the destination indicated by the user cannot be reached because an intermediate exchange has released the call due to reaching a limit in executing the hop counter procedure. |
26 |
Non-selected user clearing This cause indicates the user has not been awarded the incoming call. |
27 |
Destination out of order This cause indicates that the destination indicated by the user cannot be reached because the interface to the destination is not functioning correctly. The term "not functioning correctly" indicates that a signal message was unable to be delivered to the remote party; e.g. a physical layer or data link layer failure at the remote party, or user equipment off-line. |
28 |
Incorrect number (invalid number format, address incomplete)/Special intercept announcement This cause indicates that the called party cannot be reached because the called party number is not in a valid format or is not complete. or This cause indicates the user should be returned a Special Intercept Announcement. |
29 |
Facility rejected/Special Intercept announcement: undefined code This cause indicates a facility requested cannot be provided by the network. or This cause indicates that a user in a special business group (i.e. Centrex) dialed an undefined code. |
30 |
Result of a STATus ENQuiry/Special intercept announcement: number unassigned This cause is included in the Status Message when the reason for sending the Status Message was previous receipt of a Status Enquiry message. or This value indicates that a user from outside a basic business group has violated an access restriction feature. |
31 |
Network disconnect (Normal, unspecified)/Special intercept announcement: Call blocked because of group restrictions This cause is used to report a normal event only when no other cause in the normal class applies. or This value indicates that a user from outside a basic business group (i.e. Centrex) violated an access restriction feature |
34 |
No circuit available (circuit or channel congestion) This cause indicates that there is no appropriate circuit/channel |
38 |
Net out of order This cause indicates that the network is not functioning correctly and that the condition is likely to last a relatively long period of time e.g. immediately reattempting the call is not likely to be successful. |
39 |
Permanent frame mode connection out-of-service This cause is included in a status message to indicate that a permanently established frame mode connection is out-of-service (e.g. due to equipment or section failure). |
41 |
Net problem, redial (Temporary Failure) This cause indicates that the network is not functioning correctly and that the condition is not likely to last a long period of time; e.g. the user may wish to try another call attempt almost immediately. May also indicate a data link layer malfunction locally or at the remote network interface or that a call was cleared due to protocol error(s) at the remote network interface. |
42 |
Net busy, redial (Switching Equipment Congestion) This cause indicates that the switching equipment generating this cause is experiencing a period of high traffic. |
43 |
Access/user information discarded This cause indicates that the network unable to deliver user information (i.e userto- user information, low level compatibility or sub-address, etc) to the remote users as requested. |
44 |
No channel available (Requested circuit or channel not available) This cause is returned when the circuit or channel |
46 |
Precedence call blocked This cause indicates that there are no predictable circuits or that the called user is busy with a call of equal or higher preventable level. |
47 |
Resource unavailable/New Destination This cause is used to report a resource unavailable event only when no other cause in the resource unavailable class applies. or This cause is used to indicate that the original destination is unavailable and to invoke redirection to a new destination |
49 |
QOS unacceptable This cause is returned when the Quality of Service is unacceptable. |
50 |
Requested facility not subscribed The cause is used to report that the user cannot use this feature because s/he has not subscribed to it. |
51 |
Bearer capability incompatible with service request This cause indicates a user request for action was rejected because the action was incompatible with the capability of the call. |
52 |
Outgoing calls barred This cause indicates that because of call screening provided by the network, the calling user is not permitted to make a call. |
53 |
Service operation violated This cause indicates that the user has violated the service operation. |
54 |
Incoming calls barred The user will not accept the call delivered in the SETUP message. |
57 |
Bearer capability (Data/voice) not authorized This cause indicates that the user has requested a bearer capability which is implemented by the equipment which generated this cause but the user is not authorized to use it. This is a common problem caused by wrong Telco provisioning of the line at the time of installation. |
58 |
Bearer capability not presently available This caused indicates the users has requested a bearer capability which been implemented by the equipment, but is not available at this time. |
62 |
Inconsistency in outgoing information element This cause indicates an inconsistency in the designated outgoing access information and subscriber class. |
63 |
Service or option not available, unspecified This cause is used to report a service or option not available, only when no other cause in this class applies. |
65 |
Bearer Capability not implemented (Incompatible bearcap) This cause indicates that the equipment sending this cause does not support the bearer capability requested. |
66 |
Channel type not implemented This cause is returned when the called party has reached a channel |
69 |
Requested facility not implemented This cause indicates that the network (or node) does not support the requested bearer capability and therefore cannot be accessed at this time. |
70 |
Restricted only This cause indicates that the calling party has requested an unrestricted bearer service but the equipment sending this cause only supports the restricted version of the requested bearer capability. |
79 |
Service or option not implemented, unspecified This cause is used to report a service or option not implemented event only when no other cause in this class applies. |
81 |
Invalid call reference value This cause indicates that the equipment sending this cause has received a message with a call reference which is not currently in use on the user-network interface. This value only applies if the call reference values 1 or 2 octets long and is not the global call reference. |
82 |
Identified channel does not exist This cause is sent when the equipment sending this cause has received a request to use a channel |
83 |
No call identity A suspended call exists, but this call’s identity does not |
84 |
Call identity in use This cause indicates that a call identity is in use. |
85 |
No call suspended This cause indicates that no call is suspended. |
86 |
Requested call identity cleared This cause indicates that the call having the requested called entity has cleared. |
88 |
Incompatible destination This cause indicates that the equipment sending this cause has received a request to establish a call which has low layer compatibility, high layer compatibility or other compatibility attributes (e.g. data rate, DN subaddress) which cannot be accommodated. This call can also be returned by a switch to a CPE when trying to route a call to an incompatible facility, or one without data rate. |
90 |
Non-existent CUG This cause indicates that the specified CUG does not exist. |
91 |
Invalid transit network selection This cause indicates that an Invalid transit network selection has been requested. |
95 |
Invalid message, unspecified This cause indicates that the entity sending this cause has received and Invalid message, only when no other cause in this class applies. |
96 |
Mandatory Info missing This cause indicates that the equipment sending this cause has received a message which is missing an information element which must be present in the message before that message can be processed. |
97 |
Message type non-existent or not implemented This cause indicates that the equipment sending this cause has received a message with a message type it does not recognize either because this is a message not defined, or defined and not implemented by the equipment sending this cause. |
98 |
Message not compatible This cause indicates that the message received is not compatible with the call state or the message type is non-existent or not implemented. |
99 |
Info non-existent or not implemented, call processed This cause is sent when the equipment sending this cause has received a message which includes the information elements not recognized because the information element identifier is not define or it is defined but not implemented by the equipment sending the cause. However, the information element is not required for the equipment sending the cause to process the message. |
100 |
Invalid information element contents This cause is returned when the equipment sending this cause has received an information element that it has implemented; however one or more field of the information element are coded in such as way (e.g., truncated, invalid extension bit, invalid field values, etc) that has not been implemented by the equipment sending this cause. |
101 |
Message not compatible with call state/Protocol error threshold This cause is returned when the equipment sending this cause has received a message that procedures indicate is not a permissible message to receive at this time. or This cause indicates that the switch sending this cause is clearing the call because a threshold has been exceeded for multiple protocol errors during an active call. |
102 |
Timeout disconnect (Recovery on timer expiration) This cause indicates that a procedure has been initiated by the expiry of a timer in association with error handling procedures. |
111 |
Protocol Error, unspecified This cause is used to report a protocol error event only when no other cause in this class applies. Among other things, this cause may be displayed if you failed to dial a “9” or “8” for an outside line, if required. Also may be returned if you have some types of restrictions as to the number of calls, etc. |
127 |
SW56 disconnect (Internetworking, unspecified) This cause indicates that an interworking call (usually a call to SW56 service) has ended. May also be seen in the case of a non specific. |
241 |
CAUSE_CODE_CANCELLED The calling party hung up. Typically an agent hanging up an outbound call, or a caller hanging up while a managed transfer is still dialing. |
242 |
Contact take over action in Studio. This enables a contact to take on the priority of the original contact that is in a callback state or to take its place in queue and to release that contact in a way that indicates that it was replaced by another incoming call, which will have a different Contact ID value than the original call in queue. |
244 | CC_CONTACT_DOESNT_EXIST |
246 |
CAUSE_CODE_NO_ANSWER Call was not answered. |
247 |
CAUSE_CODE_PLACECALLLINKERROR The placecall was intended to pre-link to call that doesn't exist. |
248 |
CAUSE_CODE_MANAGED XFER The contact ended (not the call) by being MANAGED XFER. |
249 |
CAUSE_CODE_BLINDXFER The call was blind transferred out of the platform. |
251 |
CAUSE_CODE_VP_CONGESTION Our PLACECALL throttle is backed up. |
251 |
CAUSE_CODE_NO_PORTS The |
252 |
CAUSE_CODE_NO_ACCEPT The phone carrier never provided an ACCEPT message before we timeout. |
253 |
DTMF_CODE_REORDER
|
254 |
DTMF_CODE_BUSY
|
255 |
CAUSE_CODE_LOCAL_DISCONNECT The agent disconnected the call by hanging up. |
Contact Details Window
You can drill-down into a single contact by clicking the Contact ID. A new window opens to display the data.
From this window, you can also retrieve recorded calls, chats, and SMS messages. You can also manually delete chat transcripts. Chat and email transcripts and call recordings are available through this report as long as the files still exist in active storage. Once the files are moved to SEA (secure external access) or to your external storage, they are no longer accessible through the Contact History report. The report will only display up to 4 MB of transcript files.
If you captured variables in the script using the savetodb Studio function, the variables and the values entered by the contact are visible in a Published Variables tab. This tab only appears if there are variables to display; if the contact did not enter any values or this function is not present in the script, this tab does not display.
Contact Details Columns
The following columns display in the Contact Details window.

Column | Description |
---|---|
ID | Contact ID![]() |
Master ID | Master or parent ID for one or more related contacts. |
Media | Media type![]() |
DNIS | DNIS![]() |
Skill |
![]() |
ANI | ANI![]() |
Agent | Agent ID of the agent that handled the contact. |
Start Time | Date and time the contact was initiated. |
Team | ID of the agent's team. |
Duration | Sum of time of all contact states for a specific contact. Contact states can consist of states such as PreQueue, InQueue, Callback, or Active. This field is formatted in HH:MM:SS. |
Primary Disposition | Shows the final disposition![]() |
Tags | A comma-delimited list of tags applied to the contact by an agent using MAX. |
Contact End Reasons

ID | Contact End Reasons | Description |
---|---|---|
1 | WI Ended Internally | Work Item![]() |
2 | WI Ended Externally | Work Item ended outside of the system. |
3 | Contact Hung Up/Phone Hung Up | The caller hung up. |
4 | Agent Phone Disconnected | The agent physically hung up the phone to end the call. |
5 | Agent Hung Up | The agent ended the call in the agent application. |
6 | Outbound Call Failed With CauseCode | The outbound call couldn’t connect (no answer, busy, error). |
7 | Outbound Call Script was Interrupted | The script started an outbound call but was interrupted. |
8 | Outbound Call Peer Hang Up | The connecting leg![]() |
9 | Outbound Call No Answer Time Out | The system hit the pre-configured timeout for ringing. |
10 | Outbound Call No Media Server Capacity | This code is rare. It means the platform has no more capacity and calls can’t be placed. |
11 | Outbound Call Pre-link Error | There was an error in the call before it was linked up. |
12 | Outbound Call Hung Up During AMD | The user hung up during the Answering Machine Detection. |
13 | Outbound Call Busy | The resulting line was busy. |
14 | Outbound Call Invalid Number | The number dialed was invalid. |
15 | Outbound Call Number Changed | The number dialed has been changed. |
16 | Outbound Call Network busy | The number was dialed and was busy. |
17 | Outbound Call Error | This is a generic error for outbound error. |
18 | Call Blind Transferred | The call was blind transferred by script. |
19 | Outbound Call Number Disconnected | The number called is disconnected. |
20 | End Chat - Patron | The patron ended the chat session. |
21 | End Chat - Agent | The agent ended the chat session. |
22 | End Chat - System (timeout) | The system ended the chat session. |
23 | Admin End via Report or Script | Admin user ends contact through the Dashboard, a Report, or Supervisor. |
24 | Contact Hang Up via Script | A contact selected a script option to end the call. |