Expanded Call Detail Data Download Report

Required security profile permissions: Data Download View

The Expanded Call Detail data download report (16) displays information about phone calls within the specified time range, including who handled the call and how much time the contact spent in each state.

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.

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 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.

ANI_Dialnum

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

Skill_Name

The name of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge that handled the contact.

Campaign_No

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

Campaign_Name

The name of the campaignA grouping of skills used to run reports. 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.

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.

Team_No

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

Team_Name

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

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.

Start_Time

The time on the Start_Date at which the contact entered the system. It has a format of HH:MM:SS.

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.

Total_Time

The total amount of time in seconds the contact spent in the NICE inContact system on the date indicated.

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.