Required security profile permissions: Contact List View
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The Contact List report lists, by skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, the contacts that are active in the network along with their state, the duration of time the contact has been in the state, and if applicable, the agent who is handling the contact.
This widget provides comprehensive drill-down data of the contacts occurring within your system.
To enhance performance for most users, the maximum amount of retrievable data has been limited to 20,000 rows.
Columns
| Column | Description |
|---|---|
| Skill Name | The skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge name associated with the contact. |
| State | The contact’s current state. This column identifies whether or not the contact is inbound or outbound. The state listed here corresponds to the colored circle next to the skill name. |
| Time | The duration of time the contact has been in the current state. |
| Agent | The agent who is handling the contact, if applicable. |
| Total | The total duration of time the contact has been in the platform. |
| Campaign | The campaign to which the skill belongs. |
| Media | The media typeA medium, such as voice, email, and chat, through which a contact connects with an intended recipient. of the contact; i.e., phone, email, etc. |
Agent State Colors
| Color | State |
|---|---|
| Green | The agents who are in an available stateThe availability status of an agent. - they are able and read to take calls, chats, etc. |
| Purple | The agents who are in an ACD (inbound) state |
| Yellow | The agents who are in an outbound state |
| Red | The agents who are in an unavailable state |
| Orange | The agents who are in after call work (ACW) |
| Blue | The agents who are in an outbound dialer campaign state |
