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• 5.2

Recordings Details Format

The following table describes the fields of the data file that accompanies the export of call recordings and maps them to the available components of configurable file names that are assigned to recordings during export. The file is exported in .CSV format and contains details of the corresponding calls, which may facilitate a search for specific recordings once they have been exported out of the system.

Note that conference calls produce multiple recordings corresponding to the number of participating agents. The recording details file in this case will contain a separate record for each recording.


Field Name File Name Component Description
Agent First Name $(agentFirstName) For complete recordings, the first name of the agent who last handled this call; for segments, the first name of the agent who handled the given segment
Agent Last Name $(agentLastName) For complete recordings, the last name of the agent who last handled this call; for segments, the last name of the agent who handled the given segment
Agent loginId $(agent) For complete recordings, the, username of the agent who last handled this call; for segments, the username of the agent who handled the given segment
Customer phone $(customerPhone) Customer’s phone number (technically, the phone number of the party opposite to the above agent)
Direction $(direction) Call direction, Inbound or Outbound
Disposition $(disposition) Call disposition
Export status N/A An indicator of whether the recording was actually exported (success) or the recording was never found (failed)
Flagged $(flagged) An indicator of whether the call was flagged
Global Interaction ID $(globalInteractionId) Global interaction identifier of this call; note that for complete recordings, there may be more than one call recording file with the same identifier. For segments, the Global Interaction ID of all segments will be inherited from the interaction that those segments are a part of.
N/A $(callDuration) Overall call duration of this call
N/A $(callHour) Ordinal number of the hour (from 00 to 23) during which the call started
N/A $(currentDate) The value is set to the date when the recording is exported.
N/A $(currentTime) The value is set to the time when the recording is exported.
N/A $(uniqueId) Unique identifier assigned to this recording; unlike Global Interaction ID (above), this value is unique for each exported recording
Notes N/A Call notes entered for by the agent
Pure Talk Time $(pureTalkTime) Pure talk time of this call/segment (excludes ACW and hold times); it is empty for IVR segments
RecordingId N/A Name of the file that contains the recording of this call; for segments, the name of the file containing the given voice segment
Segment Time $(segmentDuration) Overall duration of the recorded segment
Service $(service) Name of the service or campaign associated with this call; for segments, the service that was associated with the interaction at the end of the given segment
Start Time $(callDate), $(callTime) Date and time of call start; for segments, the start time of the voice segment
Talk Time N/A Overall duration of this call
Type $(type), Type of recording; possible values are “Complete” or “Segment”
Voice Signature $(voiceSignature) An indicator of whether the recording contains a voice signature
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