Data Download Metrics

Abandon

Whether or not the contact abandon the call before its completion. Y means the contact abandoned the call and N means the contact did not abandon the call.

Abandon_Cnt

The total number of contacts who abandoned the connection to the skillpoint of contact before being handled by an agent.

Abandon_Time

The amount of time in seconds the contacts spent in the system through the point of contact before abandoning the call. The value is 0 unless the Abandon column is Y.

AbandonRate

The percent of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on the indicated date that abandoned the call.

ACD_Outbound_Avail_Percent

The percent of total time logged in the agentagents on the skillteamcampaign spent handling contacts or in an available stateThe availability status of an agent., waiting to handle another contact. The value is (ACD_Time + Outbound_Time + Available_Time) / Total_Time.

ACD_Time

The total amount of time in minutesseconds the agentskillteamcampaign spent handling inbound calls.

ACW_Seconds

The amount of time in seconds the agent spent doing after call work after conversing with the contact.

ACW_Time

The amount of time in milliseconds the agent spent doing after call work after conversing with the contact.

AddDate

The date and time an agent schedule the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue.the station was created. It follows the format MM/DD/YYY HH:MM, military time.

Agent_Cnt

The total number of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on start_date that were delivered to an agent.

Agent_Name

The name of the agent who handled the contact as displayed in the agent's NICE inContact user profile. If more than one agent handled the contact, it is the name of the last agent who handled the contact.

Agent_No

The unique, system-generated ID of the agent who handled the contact. If more than one agent handled the contact, it is the ID of the last agent to handle the contact.

Agent_Session_ID

The unique, system-generated ID of the agent login session.

Agent_State_Code

The code corresponding to the stateThe availability status of an agent. the agent was in. This column contains one of the following:

Agent State Code	Description
-13	PreviewNotification, or a state where the agent views a call preview to decide whether to accept or reject the call.
-12	LogoffPending, or a state where the agent clicked the Log Out button and waited for the application to respond.
-9	PromisePending, or a state where the agent waited for a promise keeper callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. to connect to the contact.
-8	CallbackPending, or a state where the agent waited for the dialer to connect the agent to a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue..
-7	TransferPending, or a state where the agent waited for a requested call transfer to occur.
-6	DialerPending, or a state where the agent waited for the dialer to deliver a connected call.
-5	ConsultPending, or a state where the agent waited for a requested conference to occur.
-4	OutboundPending, or a state where the agent waited for a dialed call to connect to a contact.
-3	InboundPending, or a state where the agent waited for an inbound call to connect.
-2	HeldPartyAbandoned, or a state where the contact abandoned the call and the agent had not yet responded to the notification.
-1	Refused, or a state where the contact refuses to take a previewed call.
0	Available, or a state where the contact is unoccupied and ready to accept calls.
1	ACDAutomated Call (or Contact) Distribution; system that recognizes, routes, and connects contacts to available agents based on skill and priority., or a state where the agent is handling an inbound call.
2	Outbound, or a state where the agent is handling an outbound call.
3	Unavailable
Other values	Other values are custom unavailable states.

Agent_Time

The amount of time in seconds the contact spent conversing with an agent.

The total amount of time the contacts who entered the skillsystem using the point of contact on the indicated date spent conversing with an agent.

AgentDisposition

The unique ID associated with the dispositionResult that the agent or system assigns to the contact when the interaction ends. assigned to the contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

AgentDispositionDescription

The name of the dispositionResult that the agent or system assigns to the contact when the interaction ends. assigned to the contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

ANI_Dialnum

The name of the contact, or the phone number associated with the contact.

At_Home_Worker

Whether or not the agent works from home as specified in the user profile under the User Properties tab. The value is either TRUE, meaning the agent works from home, or FALSE, meaning the agent does not work from home.

Attempts

The number of times the dialer has attempted to reach the contact.

Available

Whether the agent is currently available. The value is one of 0 (not available) or 1 (available).

Available_Time

The total amount of time in minutesseconds the agentskillteamcampaign spent in an available stateThe availability status of an agent., waiting to handle another contact.

Ave_ACD

The average amount of time in minutesseconds the agentskillteamcampaign spent handling each inbound call.

Ave_Outbound

The average amount of time in minutesseconds the agentskillteamcampaign spent handling each outbound call.

AvgMinutes

The average amount of time in minutes contacts spent in the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on the date indicated. The system calculates this field by dividing the total time contacts who used the skill spent in the system on the date indicated by the total number of contacts on the skill that day.

BlockedDate

The date and time on which the call was blocked. It follows the format MM/DD/YYYY HH:MM, military time.

Bus_No

The ID of the business unit to which the agent belongs.

Callback_Time

The amount of time in seconds the contact spent in the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state.

CallbackAgentName

The name of the agent who scheduled a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with this contact, as specified in the agent's user profile.

CallbackAgentNo

The unique, system-generated ID of the agent who scheduled a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with this contact.

CallbackDateTime

The date and time for which the agent scheduled a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with the contact. It follows the format MM/DD/YYYY HH:MM, military time.

CallbackNumber

The phone number at which the contact requested the agent call back.

CallDuration

The amount of time in seconds that the call to the contact lasted.

Calledback

The date and time on which the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. occurred. It follows the format MM/DD/YYYY HH:MM, military time.

Caller_ID

The phone number a contact sees when an agent calls from this station.

CallerIDUsed

The phone number the contact will see associated with your contact center on the caller ID.

CallRequestDateTime

If the contact requested a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue., the date and time at which system will begin attempting to call the contact back. It follows the format MM/DD/YYYY HH:MM, military time.

Campaign_Name

The name of the campaignA grouping of skills used to run reports. to which the point of contact's default skillthe skillthe skill that handled the contactthe agent's skill belongs.

Campaign_No

The unique, system-generated ID of the campaign to which the point of contact's default skillthe skillthe skill that handled the contactthe agent's skill belongs.

Change Date Mod_DateTime

The date and time the skillstation was last modified. It follows the format MM/DD/YYY HH:MM, military time.

Chat_Timeout

The amount of time in seconds an agent can be idle in an active chat before it is automatically disconnected, as specified in the agent's user profile.

Comments_Required

Indicates whether or not an agent is required to write notes when setting the dispositionResult that the agent or system assigns to the contact when the interaction ends..

ComplianceRecord

A boolean value indicating whether the record requires compliance (TRUE) or does not require compliance (FALSE).

ConfirmationRecord

A boolean value indicating whether the record requires the agent to accept or reject the call (TRUE) or does not require agent acceptance to dial (FALSE).

Contact_Code

The point of contact value or description, such as the phone number or email address the contact used to connect with an agent.

Contact_ID

The unique, system-generated ID of the contact interaction.

Contact_Name

The name of the contact, or the phone number associated with the contact.

ContactDeliveryType

The delivery mode of the contact, if the contact requires compliance. If ComplianceRecord is TRUE, it is one of the following:

• None — The system does not deliver the contact because it requires compliance.
• ClickToCall — The agent must click a button to dial contacts that require compliance.
• ManualDialWithKeypad — The agent must manually dial contacts the require compliance.
• ManualDialWithKeypadAutoCorrect — The agent must manually dial contacts that require compliance but the system automatically corrects the number if the agent enters it incorrectly.
• DialOutsideinContactNetwork — The agent must call contacts that require compliance outside the platform.

Custom1, Custom2, Custom3, Custom4, and Custom5

The custom fields assigned to the agent as specified in the user profile under the User Properties tab.

Data_Name

The name of the variable the script published.

Data_Value

The value associated with the variable the script published for the contact.

Date

The date within the specified time period on which the events in the row occurred. It has a format of MM/DD/YYYY.

DateOfCall

The date and time the contact was last called. It follows the format MM/DD/YYYY HH:MM, military time.

DateOfLastCall

The date and time the dialer last reached the contact. It follows the format MM/DD/YYYY HH:MM, military time.

Default_Skill_No

The unique, system-generated ID of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge associated with the point of contact.

DeliveredAgentSpecific

A boolean value indicating whether the contact was, or will be, delivered as an agent-specific callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. (TRUE) or not (FALSE).

DeliveredAsCallback

A boolean value indicating whether the contact was, or will be, delivered as a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. (TRUE) or not (FALSE).

DeliveredComplianceRecord

A boolean value indicating whether the record was delivered to an agent as a compliance record (TRUE) or was delivered as a non-compliance record (FALSE).

DeliveredConfirmationRecord

A boolean value indicating whether the record was delivered to an agent requiring an acceptance (TRUE) or was delivered without confirmation required (FALSE).

DeliveredPriority

A boolean value indicating whether the contact was, or will be, delivered as a prioritySkill-based designation of the importance of contacts that determines delivery order. contact (TRUE) or not (FALSE).

Description

The label associated with the agent state codeagent state codepoint of contact.

DisconnectTime

The number of minutes an agent signed into the station can be idle before being automatically disconnected.

Disp_Comments

Comments the agent entered about the contact as part of setting the dispositionResult that the agent or system assigns to the contact when the interaction ends..

Display_Order

The order in which the dispositionResult that the agent or system assigns to the contact when the interaction ends. appears in the list of available dispositions for the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge when an agent does after call work.

Disposition_Code

The unique ID associated with the dispositionResult that the agent or system assigns to the contact when the interaction ends. assigned to the skill for agent use assigned to the contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

Disposition_Name

The name of the dispositionResult that the agent or system assigns to the contact when the interaction ends. assigned to the skill for agent use assigned to the contact.

DNIS

The point of contact the contact used to enter the system. This can be a phone number, email address, or chat code.

Duration

The total number of seconds the agent spent in the stateThe availability status of an agent. that day.

Email

The email address of the agent.

Employment_Type

The agent's employment type as specified in the user profile under the User Properties tab. The value is one of Full-Time, Part-Time, Temporary, Outsourced, or Other.

ExternalID

The unique ID assigned to the contact record in the calling list.

FinalizationStatus

The current status of the record. It can indicate that the contact is finalized or still active.

First_Name

The first name of the agent.

From

Identifies the agent or customer submitting the SMS message.

FromAddress

The phone number the contact dialed from when the call was blocked.

FullName

The first and last name of the agent who refused the contact.

Halfhour_Code

The code corresponding to the half hour of the day that the activity occurred. Each half hour is numbered 1-48 starting with 1 at 12:00 AM - 12:30 AM and ending with 48 at 11:30 PM - 12:00 AM.

Held_Party_Abandon

The total number of contacts the agentagents on the skillteamcampaign placed on hold who disconnected before the communication resumed.

Hire_Date

The agent's hire date as specified in the user profile under the User Properties tab.

Hiring_Source

The hiring source of the agent as specified in the user profile under the User Properties tab.

Hold_Time

The amount of time in seconds the contact spent on hold.

Hour

The number of the hour in the day that the events in the row occurred, numbered 1-24. It starts with 12:00 AM—1:00 AM as hour 1 and ends with 11:00 PM — 12:00 AM as hour 24.

Hourly_Cost

The agent's hourly salary as specified in the user profile under the User Properties tab.

In_SLA

The total number of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge through the point of contact on the date indicated that were handled within the required SLA.

Inbound_Contacts

The total number of inbound contacts the agentskillteamcampaign handled in the indicated time period.

Incontact_Percent

The percent of total time logged in the agentagents on the skillteamcampaign spent handling contacts. The value is (ACD_Time + Outbound_Time) / Total_Time.

Inqueue

The amount of time in seconds the contact spent in the queue.

Last_Login

The date and time the agent last logged in to the system. It follows the format MM/DD/YYYY HH:MM, military time.

Last_Name

The last name of the agent.

LastCallDuration

The amount of time in seconds the last call the dialer placed to the contact lasted.

LastLoginDate

The date and time an agent last logged in to the station. It follows the format MM/DD/YYY HH:MM, military time.

Location

The location of the agent as specified in the user profile under the User Properties tab.

Logged

Whether or not the call was logged. It is one of the following values:

• Y — The call was logged
• N — The call was not logged

Login_Date

The date and time the agent logged in to the session. The date follows the format of MM/DD/YYYY, and the time follows the format of HH:MM, military time.

Logoff_Date

The date and time the agent logged out of the session. The date follows the format of MM/DD/YYYY, and the time follows the format of HH:MM, military time.

LongWait

The number of seconds of the greatest amount of time a single contact spent in queue during the indicated hour for the indicated skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge .

Master_Contact_ID

The unique, system-generated ID of the master or parent of the contact interaction. The master contact IDA unique numerical identifier assigned to each contact. can be parent to many contact IDs.

Media_Name

The media type or channelA medium, such as voice, email, and chat, through which a contact connects with an intended recipient. of the point of contact of the contact.

Media_Type

A number indicating the type of media used. The numbers indicate the following:

• 1 — Email
• 2 — Fax
• 3 — Chat
• 4 — Phone call
• 5 — Voicemail
• 6 — Work itemCustomizable method of delivering contacts to an agent via Studio scripts.
• 7 — SMS
• 8 — Social

Message Body

The content of a single message sent via SMS.

Message Start

The date and time the SMS message was sent.

Middle_Name

The middle name of the agent.

Mod_DateTime

The date and time the profile was last modified. It follows the format MM/DD/YYYY HH:MM, military time.

NTLoginName

The NT login name of the agent as specified in the user profile under the User Properties tab.

Number_To_Dial

The number the contact request the agent use for the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue..

Out_SLA

The total number of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge through the point of contact on the date indicated that were handled outside the required SLA.

Outbound_Contacts

The total number of outbound contacts the agentskillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledgeteamcampaign handled in the indicated time period.

Outbound_Skill

An integer indicated whether the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge is inbound or outbound. A value of 0 indicates an inbound skill and a value of 1 indicates an outbound skill.

Outbound_Time

The total amount of time in minutesseconds the agentskillteamcampaign spent handling outbound calls.

OutboundDetailRecordID

The unique external ID assigned to the record in the calling list.

Outstate_Code

The unique, system-generated ID of the unavailable code associated with an agent's reason for being unavailable.

Phone_Num

The phone number associated with the agent station.

Phone_Timeout

The amount of time in seconds an agent can be idle in an active call before it is automatically disconnected, as specified in the agent's user profile.

PhoneNumber

The mail phone number of the contact as specified in the calling list.

Point_Of_Contact_Code

The unique, system-generated ID of the point of contact.

Point_Of_Contact_Name

The point of contact value or description, such as the phone number or email address the contact used to connect with an agent.

Postqueue

The amount of time in seconds the contact spent on the line after the agent hung up.

Prequeue

The amount of time in seconds the contact spent in the prequeue state.

Priority

A boolean value indicating whether the contact is a prioritySkill-based designation of the importance of contacts that determines delivery order. record to be dialed before non-priority records (TRUE) or the contact is not a priority record (FALSE).

Proficiency

An integer that indicates the level of proficiency the agent has in the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. It is an integer between 1 (highest) and 20 (lowest).

ProspectiveContactCustomInfo

A comma-delimited list of all values of the custom fields mapped from the calling list.

ProspectiveContactDestinationDesc

The medium with which the dialer will attempt to contact the contact.

ProspectiveContactDestinationTypeID

A code associated with the media type the dialer must use to attempt the contact. The numbers indicate the following:

• 1 — Phone call

ProspectiveContactDestinationValue

The phone number at which the dialer will attempt to call the contact.

ProspectiveContactID

The unique ID of the contact record the system assigns on calling list upload for internal use.

ProspectiveContactSourceID

The unique, system-generated ID of the calling list from which the record came into the system.

Reason

A brief description of the circumstances behind the agent's refusal of the contact. It could be that the notification timed out before the agent could accept the contact, an error occurred, or the agent chose to refuse the contact. The value is one of the following:

• Bad Number — The number the agent used to log in to Agent is invalid. To check the number the agent used to log in, navigate to Manage → Users. Open the agent's profile and click the Login History tab.
• Busy — The agent was using the physical phone outside the platform when the platform attempted to deliver a call to the agent. If this occurred on an inbound call, typically it means the agent forgot to change to an unavailable stateThe availability status of an agent. before making or receiving an out-of-network call. It might also mean you have no available ports. If this occurred on an outbound call, typically the number dialed was busy.
• Error — The delivery of the call to an agent was unsuccessful due to telephone network issues. Often this occurs due to a problem with the physical phone or the phone provider. It might require validation from the platform.
• NoAnswer — The platform was able to connect to the agent's phone and attempt to deliver the call. This typically occurs because the agent did not change the state to unavailable before stepping away. It might also indicate connectivity issues, including delay.
• LinkFailed — The attempt to link the agent line and the caller line failed. This reason requires troubleshooting to determine the cause.
• Dropped — The call successfully reached the agent but the agent disconnected before the call linked to the contact. This typically occurs when the agent legAn active piece of a call that connects between routers, gateways, or telephony devices. disconnects from the platform when a call is routing. This reason is typically caused by 1) Latency that delays the linking of the call after call delivery and the agent believing it is dead air and hanging up, or 2) The Phone # Timeout in the business unit settings or Station Timeout in the station profile settings has the same value as ACWAfter Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction. time for a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.
• AgentLinkTimeout — 60 seconds passed after the call request. This typically indicates a failure to connect to the agent's phone system or provider.
• NA — The reason does not fit into any of the other categories. The call routes to another agent as with other cause codes. This reason occurs very rarely.
• (Zero) 0 Cause Code — The reason does not fit into any of the other reason categories. This reason occurs very rarely.

Referral

The name of the person who referred the agent as specified in the user profile under the User Properties tab.

Refuse_Time

The date and time when the agent refused the contact. It follows the format MM/DD/YYYY HH:MM, military time.

Refused_Contacts

The total number of preview contacts the agentagents on the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledgeteamcampaign refused on the date indicated.

Rehire_Status

The agent's rehire status as specified in the user profile under the User Properties tab. The value is either Eligible or Not Eligible.

Reports_To

The direct manager or supervisor of the agent.

Routing_Time

The amount of time in seconds it took to route the contact to an agent. This count is included in the Inqueue time.

Scheduled_DoW

The days of the week the contact said would be ideal for the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It can be any combination of the following:

• M — Monday
• T — Tuesday
• W — Wednesday
• H — Thursday
• F — Friday
• S — Saturday
• U — Sunday

Scheduled_End

The date and time on which the system will stop attempting the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It follows the format MM/DD/YYYY HH:MM, military time.

Scheduled_Start

The date and time on which the system will begin to attempt the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It follows the format MM/DD/YYYY HH:MM, military time.

Script_Date

The date and time the script assigned to the point of contactskill was last modified. It follows the format MM/DD/YYYY HH:MM, military time.

Script_ID

The unique, system-generated ID associated with the script assigned to the point of contactskill.

Script_Name

The path and name of the script assigned to the point of contactskill.

Sequence_No

The unique, system-generated ID of the agent login session.

Service_Level

The percent of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on the date indicated that were handled within the required SLA.

Session_Duration

The duration of the login session in seconds. For example, a duration of 3600 means the agent was logged in for one hour. The system determines the session duration by adding the agent's total time spent on inbound and outbound contacts, in an unavailable stateThe availability status of an agent., and in an available state.

Skill

The name of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to which the calling list, and the contact record, is assigned.

Skill_Name

The name of the point of contact's default skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge that handled the contact to which the agent belongs.

Skill_No

The unique, system-generated ID of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge contacts enter through the point of contact the contact entered. This is the skill associated with the point of contact to which the agent belongs.

SLA

A code indicating whether the contact was handled within the required SLA. It is one of the following codes:

• -1 — The contact never entered the queue

• 0 — An agent handled the contact within the required service level

• 1 — An agent did not handle the contact within the required service level

SLA_Percent

The target percentage of contacts who should be delivered to an agent within the SLA_Seconds limit.

SLA_Seconds

The maximum number of seconds a contact should wait in the queue before being delivered to an agent with this skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.

SourceActive

A boolean value indicating whether the calling list from which the contact record originated is currently active (TRUE) or inactive (FALSE).

SourceName

The name of the calling list from which the record came into the system.

SourceRemoved

A boolean value indicating whether the calling list from which the contact record originated has been removed (TRUE) or has not (FALSE).

Start_Date

The date within the specified time period on which the events in the row began to occurcontact entered the system or had valid activity. It has a format of MM/DD/YYYY HH:MM.

Start_Time

The time on the Start_Date at which the events in the row began to occurcontact entered the system. It has a format of HH:MM:SS.

StateIndex

Identifier for the state that the agent was in while logged in.

Station_ID

The unique, system-generated ID of the agent station.

Station_Name

The name of the agent station.

Status

Whether the agent stateThe availability status of an agent. codemedia typestationagentcampaignskillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledgeteampoint of contact is currently active (CURR)(CURR)(CURR)(CURR)(CURR) or inactive (DISC)(DISC)(DISC)(DISC)(DISC).

SystemClassification

The ID of the system dispositionResult that the agent or system assigns to the contact when the interaction ends. assigned to the contact. See System Disposition Values for a full list of possible system dispositions.

SystemClassificationName

The name of the system disposition assigned to the contact. See System Disposition Values for a full list of possible system dispositionsResult that the agent or system assigns to the contact when the interaction ends..

Tags

A comma-delimited list of tags the agent attached to the contact.

TargetAgent

The unique, system-generated ID of the agent to whom the dialer first attempts to deliver the contact before using other agents.

TargetAgentName

The name of the agent to whom the dialer first attempts to deliver the contact before using other agents.

Team_Name

The name of the team to which the agent to which the last agent who handled the contact belongsbelongs.

Team_No

The unique, system-generated ID of the team to which the agent to which the last agent who handled the contact belongsbelongs.

Termination_Date

The agent's termination date as specified in the user profile under the User Properties tab.

Time_Zone

The agent's time zone as specified in the agent's user profile.

ToAddress

The phone number the contact dialed when the call was blocked.

Total_Cnt

The total number of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on the date indicated.

Total_Time

The total amount of time in minutesseconds the agentskillcontactcontacts who entered the skill spent in the skill logged in to the NICE inContact systemin the NICE inContact system on the date indicated.

Total_Time_Plus_Disposition

The total amount of time in seconds the contact spent logged in to the NICE inContact system on the date specified. It is calculated by adding the times associated with all contact states for every contact entering the IVR plus the ACWAfter Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction. time.

Unavailable_Time

The total amount of time in minutesseconds the agentskillteamcampaign spent in an unavailable stateThe availability status of an agent., unable to handle another contact.

Use_Comments

Indicates whether or not an agent can write notes when setting the dispositionResult that the agent or system assigns to the contact when the interaction ends..

Username

The username of the agent, or the username before the '@' in the agent's login username.

Voice_Timeout

The amount of time in seconds an agent can be idle in an active call before it is automatically disconnected.

Week

The number of the week in the year that the events in the row occurred, numbered 1-52. For example, the first week in January is week 1.

WeekDay

The number of the day in the week that the events in the row occurred, numbered 1-7. It starts with Sunday as day 1 and ends with Saturday as day 7. For example, Monday is day 2 of the week.

Working

Whether the agent is currently handling a contact. It is one of 0 (not working), 1 (on an inbound contact), 2 (on an outbound contact), 3 (on an outbound consult), or 4 (on an inbound consult).