001 Contact Detail History
Definition
This report shows each and every contact with all its sequences (as e.g. termination on the IVR, at an agent, transfers etc) and their details. It serves as a contact protocol for Contact Center Inbound (ACD & MR) on a historical basis for each contact and sequence.
It makes most sense to only select one contact at a time. Most often, this happens via a drilldown coming from the report "000 Contact Detail Summary".
Main data sources: Route_Call_Detail and Termination_Call_Detail
Screenshots
Field description
| Field name | Description |
|---|---|
| RouterCallKeyDay | Together with RouterCallKey the unique identification of a contact |
| RouterCallKey | Together with RouterCallKeyDay the unique identification of a contact |
| ContactID | Unique identification of the contact (composed of (RouterCallKeyDay * 10 000 000) + RouterCallKey) |
| MediaID | ID of medium for the contact |
| MediaName | Name of the medium for the contact (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) |
| DNString | Telephone number or script selector on entry in the system |
| StartWaitDateTime | Date and start time when the system searched for an agent for the first time (start of time measurement) |
| TreatmentValue | Contact handling with the following possible values: 0 Completed (answered and completed by an agent) 1 Handled (answered by an agent) 2 Forwarded (forwarded to an external telephone number, voicemail etc.) 3 Abandoned (canceled by the caller) 4 Other (other type of handling such as deliberate termination by the system or system error) |
| StartDateTime | Date and start time of the sequence |
| Sequence | Number of the sequence (there may be gaps in the sequential numbering) |
| PeripheralID | ID of the peripheral which logged the sequence |
| PeripheralName | Name of the peripheral which logged the sequence |
| PeripheralCallType | Type of call for sequence, e.g. 1 = ACD In (see Cisco Schema Help) |
| ANI | Telephone number of caller or sender of the sequence |
| DigitsDialed | Dialed telephone number of the sequence |
| CallTypeID | ID of call type |
| CallTypeName | Name of call type |
| SkillGroupID | ID of the skill group (queue) from which the contact was assigned. With Precision Routing the ID of the Precision Queue + 900000. |
| SkillGroupName | Name of the skill group (queue) from which the contact was assigned. With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. |
| TeamID | ID of agent team (optional) |
| TeamName | Name of agent team (optional) |
| AgentID | ID of agent |
| AgentFirstName | First name of agent |
| AgentLastName | Surname of agent |
| AgentName | Full name of agent (combination of surname and first name) |
| AgentInstrument | Telephone number of agent telephone |
| Duration | Total duration of the sequence in seconds |
| DelayTime | Time in seconds on the IVR without being in the queue (greeting, voice menu or ringing at agent extensions), system delay for agent incoming calls, call set-up for agent outgoing calls |
| QueueTime | Time in seconds which the task is in the queue |
| RingTime | Time in seconds which the task is presented at the agent |
| TalkTime | Time in seconds which the task is active at the agent (call duration without hold time) |
| HoldTime | Time in seconds which the task is on hold at the agent (e.g. for queries) |
| WrapupTime | Time in seconds which the task is in the wrap-up stage at the agent (after active task until agent is available again) |
| CallDisposition | Result how the call ended for the sequence, e.g. 28 = Blind Transfer (see Cisco Schema Help) |
| CallDispositionFlag | Detailed result how the call ended for the sequence, e.g. 1 = Handled (see Cisco Schema Help) |
| ApplicationTaskDisposition | Result how the task ended for the sequence, following dispositions are used from b+s connectors: 1 = CD_APP_NORMAL_END_TASK 2 = CD_APP_AGENT_REJECT 3 = CD_APP_CLIENT_RONA_TIMEOUT 4 = CD_APP_SERVER_RONA_TIMEOUT 5 = CD_APP_AGENT_REROUTE 6 = CD_APP_AGENT_LOGOUT 7 = CD_APP_ABAND_RING |
| ApplicationData | Optional text information for the sequence. |
| ForwardLabel | Number to which the contact is forwarded externally by the system, and therefore terminated (blank in the case of internal forwarding) |
| WrapupData | Call classification which was set by the agent in the wrap-up |
| EndDateTime | Date and end time of the sequence (IVR sequence overlaps with the agent sequence until the call is answered) |
| TransNumber | Number to which the agent forwarded the contact after answering |
| TransCallTypeID | ID of the call type to which the agent forwarded the contact after answering |
| TransCallTypeName | Name of the call type to which the agent forwarded the contact after answering |
| TransAgentID | ID of the agent to whom the agent forwarded the contact after answering |
| TransAgentName | Full name of the agent to whom the agent forwarded the contact after answering (combination of surname and first name) |
| Variable1 | Content of CallVariable 1 |
| Variable2 | Content of CallVariable 2 |
| Variable3 | Content of CallVariable 3 |
| Variable4 | Content of CallVariable 4 |
| Variable5 | Content of CallVariable 5 |
| Variable6 | Content of CallVariable 6 |
| Variable7 | Content of CallVariable 7 |
| Variable8 | Content of CallVariable 8 |
| Variable9 | Content of CallVariable 9 |
| Variable10 | Content of CallVariable 10 |
| ECVariable1 | Content of the joint Expanded Call Variable 1, where the contact was ended |
| ECVariable2 | Content of the joint Expanded Call Variable 2, where the contact was ended |
| ECVariable3 | Content of the joint Expanded Call Variable 3, where the contact was ended |
| ECVariable4 | Content of the joint Expanded Call Variable 4, where the contact was ended |
| ECVariable5 | Content of the joint Expanded Call Variable 5, where the contact was ended |
| ECVariable6 | Content of the joint Expanded Call Variable 6, where the contact was ended |
| ECVariable7 | Content of the joint Expanded Call Variable 7, where the contact was ended |
| ECVariable8 | Content of the joint Expanded Call Variable 8, where the contact was ended |
| ECVariable9 | Content of the joint Expanded Call Variable 9, where the contact was ended |
| ECVariable10 | Content of the joint Expanded Call Variable 10, where the contact was ended |
| ICRCallKey | Identification of the call segment (row), recurring after 250 million rows |
| ICRCallKeyParent | Reference to the previous call segment (row) which should not have any relation to the same contact |
| ICRCallKeyChild | Reference to the following call segment (row) which should not have any relation to the same contact |