Call Detail w/Recordings Report

Required permissions: Data Download View

The Call Detail with Recordings data download report shows information about a call, including contact and agent information, whether the call was abandonedClosed or logged, and how much time was spent in each stateClosed during the call.

An example of the Call Detail with Recordings 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.

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

Skill_No

The unique, system-generated ID of the skillClosed the contact entered. This is the skill associated with the point of contact.

Campaign_No

The unique, system-generated ID of the campaign 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.

Team_No

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

Disposition_Code

The unique ID associated with the dispositionClosed assigned to the contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

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.

Prequeue_time

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

Inqueue_time

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

Agent_Time

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

Postqueue_time

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

Abandon_Time

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

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.

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