Active Contacts Report

Required permissions: Active Contacts View

Report source: DW (Data Warehouse)

Report refresh rate: 10 seconds

The Active Contacts report shows all pre-queue, in-queue, and active contacts that are currently connected to the platform. With this information, you can quickly evaluate your contact center's current performance.

An example of the Active Contacts report.

Data in this Report

The Active Contacts report has multiple columns that present data attributes and metrics.

Column Description
Contact ID The Contact IDClosed A unique numerical identifier assigned to each contact (a unique identifier) is a hyperlink that will open the Contact Detail Report.
Media Media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. used by the contact (phone, email, chat, voicemail, etc.)
DNIS/To The DNISClosed 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 Point of Contact phone number the customer calls) or the "To" email address the customer contacted.
ANI/From The ANIClosed Also known as caller ID. Listed phone number of an incoming voice call. or From email address that the customer used.
POC Point of Contact. The DNIS or "To" email address the customer contacted.
Skill The skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge associated with the contact in the current state.
Type The direction of the contact: inbound or outbound.
State The current state or status of the contact, such as PreQueue, Routing, InQueue, Hold, Active, Transfer, PostAgent, and PostQueue.
Agent The Agent ID of the agent that is handling the contact.
Duration (min) The length of time (in minutes) that the contact has been active.
Start Time The date and time the contact was initiated.
Terminate Contact Click Terminate to remove the contact from the active contacts list. This option should only be used when other methods for accepting or clearing the contact do not work. Typically this action is used for stuck calls where the contact has already disconnected.

View Contact Details for an Active Contact

Clicking on the Contact ID from the list of active contacts loads the Contact Detail Report for that interaction. For voice contacts, you can view the details for the call, listen in on the call, and begin recording the call. For chat contacts, you can few the details for the chat and view a transcript of the live chat. You can also manually clear or force close a contact from the list.

Image of the Contact Details window.
  1. Click the app selector and select Reporting.
  2. Go to Prebuilt Reports > Active Contacts.
  3. Click Run Report.
  4. In the generated report, click the Contact IDClosed A unique numerical identifier assigned to each contact to view details for that specific contact.

    If you click the Contact ID and you see an Error message instead of the Contact Details window, the contact has ended and is no longer active. To refresh the report, click Run Report.

Listen in on a Live Call

  1. In the Contact Details window for a call, click the Contact Options tab.
  2. In the Phone field, type the phone number you would like to use to hear the ongoing call.
  3. Click Listen. You will be connected without the agent and the customer knowing that you have joined the call.
  4. To stop monitoring the call, close the Contact Details window or hang up your phone.

Record a Live Call

  1. In the Contact Details window for a call, click the Contact Options tab.
  2. Click Record to log the live contact.
  3. To stop recording the call, click Stop.

View the Transcript for an Active Chat

  1. In the Contact Details window for a chat contact, click the Transcript tab.
  2. A transcript of the chat is displayed along with the agent's response time for each interaction with the customer. The average response time is listed at the top of the window.

    3. For security purposes, data passed through to the chat monitoring tab is encrypted.

Clear a Stuck Contact

  1. In the Contact Details window for any active contact, click the Contact Options tab.
  2. Click Clear Contact.
  3. Click OK to verify the action to end the contact.
  4. If the contact fails to clear, click Terminate Contact to force the contact to close.