Call Detail Data Download Report

Required security profile permissions: Data Download View

The Call Detail data download report (350207) displays basic information about contacts who entered the system during the specified time period, including the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, campaignA grouping of skills used to run reports., agent, and team who handled the call, the date and time the contact entered the system, and how the contact's time in the system was spent.

Select Report Option

See Data Download for details about all options available in the Select Report Option section when you run a data download report.

Columns

Contact_ID

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

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.

Point_Of_Contact_Code

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

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 the contact entered. This is the skill associated with the point of contact.

Campaign_No

The unique, system-generated ID of the campaign to which the skill that handled the contact belongs.

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.

Team_No

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

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 contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

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

Start_Date

The date within the specified time period on which the contact entered the system or had valid activity. It has a format of MM/DD/YYYY HH:MM.

Prequeue

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

Inqueue

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

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 on the indicated date spent conversing with an agent.

Postqueue

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

Abandon_Time

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

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.