000 Contact Detail Summary
Definition
This report shows one data row per contact and summarizes all important key data of each contact (ACD & MR) on a historical basis for each contact. The data may still change until the contacts are completed.
Main data sources: Route_Call_Detail and Termination_Call_Detail
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- 001 Contact Detail History (field RouterCallKey)
Field description
| Field name | Description |
|---|---|
| StartDateTime | Date and start time on arrival of the contact |
| IntervalDateTime | Date and start time of the 15 minutes interval on arrival of the contact |
| Date | Date on arrival of the contact |
| IntervalTime | Start time of the 15 minutes interval on arrival of the contact |
| IntervalTimeString | Start time of the 15 minutes interval on arrival of the contact as string based on database time (without timezone offset) |
| Contact | Always 1 (to summarize contacts) |
| 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) |
| ANI | Telephone number or sender of the contact |
| MediaID | ID of medium for the contact |
| MediaName | Name of the medium for the contact (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) |
| CallArea | Area covered by the call (internal if inside, external, if outside and unknown, whether inside or outside the internal telephone network) Note: the feature depends on the dial plan |
| DNString | Telephone number or script selector on entry in the system |
| TreatmentValue | Contact handling with the following possible values: 0 Completed (answered and completed by an agent) 1 Handled (answered by an agent but not completed yet) 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) |
| ContactTreatment | The way in which a contact was dealt with (Completed, Handled, Forwarded, Abandoned, Other) |
| CallSequences | Number of sequences which were logged for a contact |
| RONAs | How often a contact is assigned to an agent, but not answered within a reasonable time (RONA timeout) (contains RONA and Requery) |
| Transfers | How often a contact was forwarded after being answered by an agent |
| StartWaitDateTime | Date and start time when the system searched for an agent for the first time (start of time measurement) |
| AnswerDateTime | Date and start time when the contact was answered for the first time |
| ForwardDateTime | Date and start time when the contact was forwarded for the first time |
| EndDateTime | Date and time on termination of the active contact. This termination can be temporary, if the contact is still in the system, but ends on transfer to an unmonitored destination |
| FirstWaitTime | Waiting time in seconds from searching for an agent until the contact is first answered, forwarded or terminated |
| TotalTalkTime | Total time in seconds which a contact is actively handled (call duration without hold time) |
| TotalHoldTime | Total time in seconds which a contact is placed on hold (e.g. for queries) |
| TotalOnwardWaitTime | Total time in seconds which a contact has to continue to wait after the first answer (in the system or ringing at agents' extensions) |
| CompletionDuration | Duration in seconds from searching for an agent until completion by an agent |
| ForwardLabel | Number to which the contact is forwarded externally by the system, and therefore terminated (blank in the case of internal forwarding) |
| FirstCallTypeID | ID of the first call type where the contact was destined (entry in the system if destination unknown) |
| FirstCallTypeName | Name of the first call type where the contact was destined (entry in the system if destination unknown) |
| FirstSkillGroupID | ID of the first skill group (queue) from which the call was answered. With Precision Routing the ID of the Precision Queue + 900000. |
| FirstSkillGroupName | Name of the first skill group (queue) from which the call was answered. With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. |
| FirstTeamID | ID of the first agent team who answered the contact (optional) |
| FirstTeamName | Name of the first agent team who answered the contact (optional) |
| FirstAgentID | ID of the first agent who answered the contact |
| FirstAgentFirstName | First name of the first agent who answered the contact |
| FirstAgentLastName | Surname of the first agent who answered the contact |
| FirstAgentName | Full name of the first agent who answered the contact (combination of surname and first name) |
| FirstAgentInstrument | Telephone number of the first agent telephone where the contact was answered |
| FirstWrapupData | Call classification which was set by the first agent in the wrap-up |
| FirstTransNumber | Number to which the first agent forwarded the contact after answering |
| FirstTransCallTypeID | ID of the call type to which the first agent forwarded the contact after answering |
| FirstTransCallTypeName | Name of the call type to which the first agent forwarded the contact after answering |
| FirstTransAgentID | ID of the agent to whom the first agent forwarded the contact after answering |
| FirstTransAgentName | Full name of the agent to whom the first agent forwarded the contact after answering (combination of surname and first name) |
| LastCallTypeID | ID of the last call type which was assigned for the contact |
| LastCallTypeName | Name of the last call type which was assigned for the contact |
| LastTeamID | ID of the last agent team who answered the contact (optional) |
| LastTeamName | Name of the last agent team who answered the contact (optional) |
| LastAgentID | ID of the last agent who answered the contact |
| LastAgentName | Full name of the last agent who answered the contact (combination of surname and first name) |
| LastWrapupData | Call classification which was set by the last agent in the wrap-up |
| Variable1 | Content of the CallVariable 1, where the contact was ended |
| Variable2 | Content of the CallVariable 2, where the contact was ended |
| Variable3 | Content of the CallVariable 3, where the contact was ended |
| Variable4 | Content of the CallVariable 4, where the contact was ended |
| Variable5 | Content of the CallVariable 5, where the contact was ended |
| Variable6 | Content of the CallVariable 6, where the contact was ended |
| Variable7 | Content of the CallVariable 7, where the contact was ended |
| Variable8 | Content of the CallVariable 8, where the contact was ended |
| Variable9 | Content of the CallVariable 9, where the contact was ended |
| Variable10 | Content of the CallVariable 10, where the contact was ended |
| 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 |