CDR Plus Disposition Expanded Report

Required permissions: Data Download View

The CDR Plus Disposition Expanded report displays information about all the interactions in your system for the time period you select. It includes the agent, team, campaignClosed A grouping of skills used to run reports., and skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that handled the interaction. It also includes how long the interaction spent in queue, how long the contact conversed with the agent, and how long the agent spent doing after contact workClosed State that allows an agent to complete work requirements after finishing an interaction.

It displays all of the same data as the CDR Plus Disposition report, plus additional columns with data about:

  • How long the contact spent:

    • Waiting for an agent.

    • Pending connection. This applies only to outbound interactions.

    • In a preview.

    • In an active conversation with an agent.

    • In a conference.

  • When and why the interaction ended.

  • If the interaction was refused and, if so, when the agent refused it.

  • The contact type and direction.

  • The phone number the contact requested to be called back.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Field Details
Date Range

The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

Start/End Time

If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time.
Export Format

You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
Include Field Names Select this checkbox if you want the first row of the report to be field names.
Append date to file name (YYYYMMDD) Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day.

Columns

Contact_ID

The unique, system-generated ID of the contact.
Master_Contact_ID

The unique, system-generated ID of the master or parent of the contact interaction. The master contact IDClosed A unique numerical identifier assigned to each contact can be parent to many contact IDs. A new master contact ID will be assigned if a contact has been transferred two or more times.

There is a parent child relationship on all contacts that are created from the original contact. The masterId of the contact is the parent that created it, meaning for subsequent transfers from the original contact, the masterId will be the transferred contact that created it.
Contact_Code

The unique, system-generated ID of the point of contact.
Media_Name

The media type or channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. of the contact.
Contact_Name

The point of contact value or description, such as the phone number or email address the contact used to connect with an agent.
Contact_Type

The delivery mode of the contact, if the contact requires compliance. If ComplianceRecord is TRUE, it is one of the following:

  • None: The system does not deliver the contact because it requires compliance.
  • ClickToCall: The agent must click a button to dial contacts that require compliance.
  • ManualDialWithKeypad: The agent must manually dial contacts that require compliance.
  • ManualDialWithKeypadAutoCorrect: The agent must manually dial contacts that require compliance, but the system automatically corrects the number if the agent enters it incorrectly.
  • DialOutsideNICEinContactNetwork: The agent must call contacts that require compliance outside the platform.
Direction


The direction of the contact: Inbound or Outbound.
ANI_DIALNUM

The name of the contact, or the phone number associated with the contact.
Skill_No

The unique, system-generated ID of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge the contact entered. This is the skill associated with the point of contact.
Skill_Name

The name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that handled the interaction.
Campaign_No

The unique, system-generated ID of the campaign the skill that handled the contact belongs to.
Campaign_Name

The name of the campaignClosed A grouping of skills used to run reports. the skill that handled the contact belongs to.
Agent_No

The unique, system-generated ID of the agent who handled the interaction. If more than one agent handled the contact, it is the ID of the last agent to handle the contact.

Agent_Name

The first and last name of the agent who handled the interaction as displayed in the agent's NICE CXone user profile. If more than one agent handled the interaction, it is the name of the last agent who handled the interaction.

Team_No

The unique, system-generated ID of the team the agent who handled the contact belongs to.
Team_Name

The name of the team the agent who handled the contact belongs to.
SLA

A code indicating whether the contact was handled within the required SLA. It is one of the following codes:

  • -1: The contact never entered the queue. You may see this code if a contact was transferred, or if the contact abandons the queue before the determined Abandon Threshold amount of time.

  • 0: An agent handled the contact within the required service level.

  • 1: An agent did not handle the contact within the required service level.
Start_Date

The date within the specified time period on which the contact entered the system or had valid activity. It has a format of MM/DD/YYYY.
start_time

The time on the Start_Date at which the contact entered the system. It has a format of HH:MM:SS.

The time is shown in your browser's time zone. For example, if an interaction started at 2:00:00 UTC-6, but your browser is set to UTC-7, the report will display the interaction's start_time as 1:00:00.
InboundPending


The amount of time in seconds the agent spent in the Inbound Pending unavailable code.
OutboundPending


The amount of time in seconds the agent spent in the Outbound Pending unavailable code.
PreQueue

The amount of time in seconds the contact spent in the prequeue state.
InQueue

The amount of time in seconds the contact spent in the queue.
Wait_Time


The amount of time in seconds the agent spent connected to the call waiting for the contact to answer.
Preview_Time


The amount of time in seconds the agent spent viewing preview messages prior to accepting or rejecting a contact. Only applies to preview skills.
Agent_Time

The amount of time in seconds the contact spent conversing with an agent.
Active_Talk_Time


The amount of time in seconds the contact spent conversing with the primary agent. Does not include hold time or conference time.
Conference_Time


The amount of time in seconds the contact spent in a conference.
PostQueue

The amount of time in seconds the contact spent on the line after the agent hung up.
End_Time


The time the contact ended. Follows this format: HH:MM:SS.
ACW_Time

The amount of time in seconds the agent spent doing after contact work (ACWClosed State that allows an agent to complete work requirements after finishing an interaction)  after conversing with the contact.
Abandon_Time

The amount of time in milliseconds the contact spent in the system before abandoning the call. The value is 0 unless the value in the Abandon column is Y.
Total_Time_Plus_Disposition

The total amount of time in seconds the contact spent logged in to the NICE CXone system on the date specified. It is calculated by adding the times associated with all contact states for every contact entering the IVR plus the ACWClosed State that allows an agent to complete work requirements after finishing an interaction time.
Routing_Time

The amount of time in seconds it took to route the contact to an agent. This count is included in the Inqueue time.
Abandon

Whether or not the contact abandoned the call before its completion. Y means the contact abandoned the call and N means the contact did not abandon the call.
Refused


Whether or not the agent refused the contact. Y means the agent refused the contact. N means the agent answered the contact.
Refused_Time

The date and time when the agent refused the contact. It follows the format MM/DD/YYYY HH:MM, 24-hour time.
Callback_Time

The amount of time in seconds the contact spent in the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state.
Callback_Number

The phone number at which the contact requested the agent call back.
ContactEndReason


The reason the contact ended, such as Agent Abandon, Contact Refused, or Contact Completed.
Logged

Whether or not the call was logged. It is one of the following values:

  • Y: The call was logged
  • N: The call was not logged
Hold_Time

The amount of time in seconds the contact spent on hold.
Disp_Code

The unique ID associated with the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.
Disp_Name

The name of the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the contact.
Tags

A comma-delimited list of tags the agent attached to the contact.