Required security profile permissions: Log Viewer View
Complete the associated NICE inContact Support certification training to access this report.
Download Contact Logs
- Find the contact ID of the contact you want to see logs for. You can use the Contact History Report to help find the ID.
- In the Reporting application, click Partner Log Reader.
- Click Create New.
- Enter the Contact ID and click Get Details.
Set the Start Date/Time and End Date/Time fields to a span of, at most, 2 minutes during the interaction. Click Get Logs.Learn more about the metrics and attributes that appear in this step
Contact ID The contact ID of a specific contact attempt.
Master Contact ID
The master or parent ID of one or more related contacts.
Indicates which of the following types the interaction was:
- 0 — Original contact
- 1 — Skill transfer
- 2 — Agent transfer
- 3 — Consult transfer
- 4 — Takeover
Business Unit The name and ID of the business unitHigh-level organizational grouping used to manage technical support, billing, and global settings for your NICE inContact environment where the interaction occurred. Media Type The type of media or delivery method associated with the interaction. Cluster The NICE inContact cluster where the interaction occurred. Agent The name and ID of the agent who handled the interaction. Skill The ID and name of the skill where the interaction occurred. Contact Start Time The date and time when the interaction began. Contact End Time The date and time when the interaction ended. Duration The total period of time the interaction occurred. Script The script used to handle the interaction. From Addr The phone number, email address, chat URL, or other location where the interaction was initiated. Real Time Contact Whether the interaction occurred in real time (True) or not (False). Abandoned Whether the contact abandoned the interaction (True) or not (False). Logged Whether the interaction was logged (True) or not (False). Inbound Whether the interaction was initiated by the contact (True) or not (False). Outbound Whether the interaction was initiated by the agent (True) or not (False) Cause Code The cause code associated with the reason the interaction ended. Call Failure Category An error code indicating why the call failed. Contact State The state of the contact during the event; for example, Active, Hold, and EndContact. POC The point of contact where the interaction originated. To Addr The phone number, email address, chat URL, or other location that was the destination of the interaction.
From the main list, click the Download File icon for the log you just generated.