Call Detail (Comprehensive) Report
Required permissions: Data Download View
The Call Detail (Comprehensive) data download report displays comprehensive information about contacts who entered the system during the specified time period, including the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, campaign A grouping of skills used to run reports., agent, and team who handled the call, the date and time the contact entered the system, and how the contact's time in the system was spent.
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 |
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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:
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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:
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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 ID 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 channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. |
Contact_Name |
The point of contact value or description, such as the phone number or email address |
ANI_Dialnum |
The name of the contact, or the phone number associated with the contact. |
Skill_No |
The unique, system-generated ID of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge |
Skill_Name |
The name of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge |
Campaign_No |
The unique, system-generated ID of the campaign |
Campaign_Name |
The name of the campaign A grouping of skills used to run reports. |
Agent_No |
The unique, system-generated ID of the agent |
Agent_Name |
The first and last name of the agent |
Team_No |
The unique, system-generated ID of the team the agent |
Team_Name |
The name of the team the agent |
Disposition_Code |
The unique ID associated with the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the |
SLA |
A code indicating whether the contact was handled within the required SLA. It is one of the following codes:
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Start_Date |
The date within the specified time period on which the |
Start_Time |
The time on the Start_Date at which the |
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. |
Agent_Working_Time |
The amount of time in seconds the contact spent conversing with an agent. |
Postqueue |
The amount of time in seconds the contact spent on the line after the agent hung up. |
Total_Time |
The total amount of time in |
Abandon_Time |
The amount of 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. |
Callback_Time |
The amount of time in seconds the contact spent in the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state. |
Logged |
Whether or not the call was logged. It is one of the following values:
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