<translate>= 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.
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
ID is the primary key.
Start Time
- For inbound interactions, Start Time is the time when the interaction entered the system.
- For internal and outbound calls, Start Time is the time when the call was initiated.
Time is given in the Universal Coordinated Time (UTC) time zone.
Media Type
Media Type is the interaction media type, which can be either VOICE or CHAT.
Caller Phone Type
Caller Phone Type indicates the whether the caller's phone type was INTERNAL or EXTERNAL.
Callee Phone Type
Callee Phone Type indicates the whether the callee's phone type was INTERNAL or 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.
Pending Time
Pending Time is the period of time in a call, starting from dialing/ringing up until the point it is answered/abandoned.
For inbound calls, it is the duration of the call ringing phase from the moment the call was distributed to this agent and until it was either answered or abandoned.
For outbound calls, it is the duration of the call dialing phase from the moment the number dialed by the agent was received by the system and until the call was either answered or abandoned.
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 Time
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.
ACW Time
ACW 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 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.
Callee Login ID
Callee Login ID is the agent's user ID.
Service Name
Service Name 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.
Scenario Name
Scenario Name is the name of the first scenario that was used to process this interaction.
Transferred From Phone
In case this interaction originated by way of transfer, Transferred From Phone refers to the extension from which this interaction was 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 is the name of the disposition that the agent assigned to the call.
Agent Disposition Notes
Agent Disposition Notes are free-text notes provided by the agent for this interaction.
Case Number
Case Number is the number of the case with which this interaction is associated and applies to emails only.
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.
Call ID
Call ID is the Global interaction identifier.
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