Detail (Comp RT w/Hold) Report
Required permissions: Data Download View
The Detail (Comp RT with Hold) data download report displays information about all conversations in your system for the specified time period, including the agent, team, campaign, skill, and so forth, that handled the call and how the contact's time 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.
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 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 |
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 |
Skill_Name |
The name of the skill |
Campaign_No |
The unique, system-generated ID of the campaign |
Campaign_Name |
The name of the campaign |
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 assigned to the |
SLA |
A code indicating whether the contact was handled within the required SLA. It is one of the following codes:
|
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_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 state. |
Logged |
Whether or not the call was logged. It is one of the following values:
|
Hold_Time |
The amount of time in seconds the contact spent on hold. |