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• 5.3 • 5.8

レコード詳細フォーマット

次の表は、コール記録のエクスポートに付随するデータファイルのフィールドについて説明し、エクスポートの際にレコードに対して割り当てられた設定可能なファイル名のコンポーネントにマッピングします。ファイルは.CSV形式でエクスポートされ、対応するコールの詳細を含みます。これにより、システムからエクスポートされた特定のレコードの検索が容易になります。

電話会議では、参加するエージェントの人数に相当する複数のレコードが生成されます。この場合、レコード詳細ファイルには、レコードが個別に保存されます。


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 $(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
N/A $(periodEndDate) The value is the start time of the last exported recordings file (if there was at least one file to export), or the end of the period if there were no files to export. Note: Starting from Bright Pattern Contact Center version 5.3.5, this variable replaces the $(currentDate) variable.
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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