Call Detail CSV ReportThe ''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 [[reporting-reference-guide/EmailDetailReport|Email Detail Report]].This report is the same as the [[reporting-reference-guide/CallDetailReport|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).The metrics of this report are organized into columns, which are described as follows in the order in which they appear in the report.This setting is reserved.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'' specifies the interaction media type with possible values of VOICE, CHAT, or EMAIL.''caller_phone_type'' specifies the location of the party that initiated the interaction. Possible values are INTERNAL or EXTERNAL.''callee_phone_type'' specifies the location of the party that received the interaction. Possible values are INTERNAL or EXTERNAL.''ivr_time'' is the amount of time that this call spent in IVR.''queue_time'' is the amount of time that this interaction spent in the service queue.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'' 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'' 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'' is the amount of time the agents spent doing after-call work related to this interaction.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 a separate record for each transfer segment, where each record shows duration of the corresponding segment. ''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.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'' 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.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'' 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'' 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.)For transferred calls and chats, ''transferred_from_phone'' is the phone number from which the call/chat was last transferred.''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 [[scenario-builder-reference-guide/ConnectCall|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'')* ''Recording failed:'' Call was terminated when the scenario is terminated due to a recording failure.''agent_disposition_name'' refers to the [[contact-center-administrator-guide/DispositionsTab|Disposition]] assigned to this interaction by the agent. ''agent_disposition_notes'' are free-text notes provided by the agent for this interaction.''case_number'' specifies the number of the [[agent-guide/UnderstandingEmailCasesandThreads|case]] with which this email is associated. Unlike ''case_id'', case number is a simple number suitable for manual processing.''email_subject'' is the content of the email subject field.''thread_id'' is the identifier of the [[agent-guide/UnderstandingEmailCasesandThreads|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'' indicates whether this interaction was answered within the service level threshold [[contact-center-administrator-guide/ServiceLevelTab|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'' is the [[reporting-reference-guide/GlobalInteractionIdentifier|Global interaction identifier]].Indicates whether any co-browsing sessions took place during this interaction. Currently works for [[Surfly-integration-guide/About|co-browsing with Surfly]] only.