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Contents

Call Detail Report

The Call Detail report provides detailed records of interactions in chronological order. A combination of filters From Phone, Original Destination Phone, and Connected To Phone allows you to request this report for interactions that originated from specific phone numbers, were made to specific service numbers, and were connected to specific phone numbers. The report does not include unanswered call attempts made by the Dialer for predictive/progressive campaigns; such attempts are reported via campaign results.

Note: This report provides records for voice and chat interactions only. Email interaction records appear in the Email Detail Report.


The Call Detail report provides detailed records of call interactions


Metric Descriptions

The metrics of this report are organized into columns, which are described as follows in the order in which they appear in the report.

Date

  • For inbound interactions, Date is the date when the interaction entered the system.
  • For internal and outbound calls, it is the date when the call was initiated.

Time

  • For inbound interactions, Time is the time when the interaction entered the system.
  • For internal and outbound calls, Time is the time when the call was initiated.

Time is given in the Universal Coordinated Time (UTC) time zone.

Type

Type is the call type, which can be one of the following:

  • Inbound
  • Inbound Chat
  • Outbound
  • Internal
  • External (a call where all parties are external)

IVR

IVR is the amount of time that this call spent in IVR.

Time is given in the Universal Coordinated Time (UTC) time zone.

Queue time

Queue time is the amount of time that this interaction spent in the service queue.

Time is given in the Universal Coordinated Time (UTC) time zone.

Dialing/Ringing

  • For inbound calls, 'Dialing/Ringing refers to the duration of the call ringing phase from the moment the call was distributed to an extension and until it was either answered or abandoned.
  • For internal and outbound calls, 'Dialing/Ringing refers to the duration of the call dialing phase from the moment the dialed number was received by the system and until the call was either answered or abandoned.

Time is given in the Universal Coordinated Time (UTC) time zone.

Talk

Talk is the total call talk time, excluding hold time. For chats, Talk is the total in-focus time (the time the interaction was selected in the active communications lists of the agents who processed it.)

Time is given in the Universal Coordinated Time (UTC) time zone.

Hold

Hold is the total time the call spent on hold. For chats, Hold is the total out-of-focus time (the time the interaction spent at the agents’ desktops, excluding the Talk time.)

Time is given in the Universal Coordinated Time (UTC) time zone.

Wrap-up time

Wrap-up time is the amount of time the agents spent doing after-call work related to this interaction.

Time is given in the Universal Coordinated Time (UTC) time zone.

Duration

For calls and chats, Duration is the total duration of the interaction from the moment it entered the system or was initiated and until it was released.

Note that transferred interactions produce multiple records in this report, where the first record shows Duration as an empty string and the last record shows the total interaction duration.

Time is given in the Universal Coordinated Time (UTC) time zone.

From

From is the address from which the interaction was originated.

  • For inbound calls, From is the Caller ID.
  • For outbound and internal calls, From is the extension from which the call was dialed.
  • For chats, From is the IP address of the originating computer.

Original Destination

This is the original destination of the interaction.

  • For inbound calls, Original Destination is the number originally dialed by the caller.
  • For chats, Original Destination is the name of the Mobile/Web scenario entry.

Connected To

Connected to refers to the name (if known) of the party that answered the call/chat.

Connected To #

For calls, Connected to # refers to the phone number of the destination where the call was answered.

Scenario

Scenario is the name of the first scenario that was used to process this interaction.

Service/Campaign

Service/Campaign is the name of the service or campaign associated with this interaction.

If the interaction was recategorized or transferred to a different service, each such event will produce a new record with a new service name.

Transferred From

In case this interaction originated by way of transfer, Transferred from refers to the extension from which this interaction was transferred.

Agent disposition

Agent disposition refers to the Disposition assigned to this interaction by the agent.

Notes

Notes are free-text notes provided by the agent for this interaction.

Disposition

Disposition provides information about how the interaction ended. Disposition can be one of the following:

  • Caller Terminated: Call/chat was terminated by the calling party (after the call was answered)
  • Callee Terminated: Call/chat was terminated by the called party
  • Rejected/Busy: Outbound call did not complete because the destination was busy or did not answer within a timeout
  • Network Busy: Outbound call did not complete because of the network congestion
  • System Disconnected: Call/chat was disconnected by the system
  • Abandoned in IVR: Call was terminated by the caller while in the IVR application
  • Abandoned in queue: Call/chat was terminated by the caller while waiting in queue; to distinguish normal abandoned calls from short-abandoned, use field In SL below
  • Abandoned ringing: Call/chat was terminated by the caller after it was distributed to an agent and before it was answered (or before the No Answer timeout expired)
  • No Answer: Call/chat was terminated while ringing after No Answer time-out expired (i.e., without being routed anywhere else)
  • Transferred by XXXX: Interaction was transferred to another party by extension XXXX
  • Continued: Participation of the "From" party on this call/chat, being part of a conference, ended, but the interaction between the remaining participants of the conference continued (such call will be shown as a subsequent record)
  • Self Service: Processing of the call was finished by the IVR application and the requested service was provided (as indicated by execution of scenario block Self-Service Provided)

Media Type

Media Type is the interaction media type, which can be either VOICE or CHAT.

In SL

In SL indicates whether this interaction was answered within the service level threshold configured for the associated service.

Possible values: Yes, No, and empty string.

Note that this field will also be set to Yes for short-abandoned calls. Such calls will have the Disposition field set to Abandoned in queue.

Global ID

Global ID is the Global interaction identifier.


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