Monitored Calls Report

Required permissions: Data Download View

The Monitored Calls data download report displays a list of all monitoring actions taken within the selected time frame. The available data is updated every 15 minutes. The most common of these actions include monitor, coach, takeover, and barge. The interactions are pulled in from all reports containing these actions and from Supervisor.

This report allows you to view up to 90 days of historical data.

An example of the All Callbacks data download report output.

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

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_ID

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

Lists the monitoring event type. The most common types are Monitor, Coach, Takeover, and Barge.

Initiating_Agent

The supervisor who initiated the event.
Initiating_Agent_No

The ID number of the supervisor who initiated the event.
Target_Agent

The agent targeted by the event.
Target_Agent_No

The ID of the agent targeted by the event.
Event_Date

The date on which the event occurred.