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• 5.2 • 5.3

Contents

Call Detail (CSV) 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.

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

This report is the same as the Call Detail report, with the exception that it is exported in .CSV format only. Because this report is available out-of-the-box as a .CSV file, large volumes of data over long periods of time (e.g., per quarter, half a year, etc.) can be exported conveniently into a single file without using JasperSoft Studio.

All time is given in Universal Coordinated Time (UTC).


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.

id

This setting is reserved.

start_time

For inbound interactions, start_time specifies the date and time when the interaction entered the system.

For outbound and internal interactions, start_time specifies the date and time when the interaction was initiated.

media_type

media_type specifies the interaction media type with possible values of VOICE, CHAT, or EMAIL.

caller_phone_type

caller_phone_type specifies the location of the party that initiated the interaction. Possible values are INTERNAL or EXTERNAL.

callee_phone_type

callee_phone_type specifies the location of the party that received the interaction. Possible values are INTERNAL or EXTERNAL.

ivr_time

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

queue_time

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

pending_time

For inbound calls, pending_time specifies the duration of 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, pending_time specifies the duration of call dialing phase from the moment the dialed number was received by the system and until the call was either answered or abandoned. It does not apply to email.

talk_time

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

hold_time

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

acw_time

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

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.

from_phone

from_phone is the address from which the interaction was originated.

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

original_destination_phone

This is the original destination of the interaction.

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

connected_to_phone

connected_to_phone specifies the phone number of the party to which the call or chat was delivered. If the call/chat was transferred, it specifies the phone number of the party to which the call/chat was last transferred.

callee_login_id

For inbound and internal interactions, callee_login_id specifies the login ID of the user who received this interaction. If the interaction was transferred, it specifies the login ID of the user for which the interaction was last transferred.

service_name

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

scenario_name

scenario_name specifies the name of the scenario used to process this interaction. If the interaction was processed by multiple scenarios, the first applied scenario will appear in this field. (Other scenarios that may have been invoked from the main scenario do not affect this field.)

transferred_from_phone

For transferred calls and chats, transferred_from_phone is the phone number from which the call/chat was last transferred.

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)

agent_disposition_name

agent_disposition_name refers to the Disposition assigned to this interaction by the agent.

agent_disposition_notes

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

case_number

case_number specifies the number of the case with which this email is associated. Unlike case_id, case number is a simple number suitable for manual processing.

email_subject

email_subject is the content of the email subject field.

thread_id

thread_id is the identifier of the email thread that this email is part of. This identifier is added to the subject of the email when the email is replied to and is used for case search during possible follow-up emails (see case_search_result).

in_service_level

in_service_level 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.

callId

callId is the Global interaction identifier.


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