403 Team Detail CC In Delivered
Definition
This report shows Contact Center Inbound key data for delivered tasks to the agents (ACD & MR) on a historical basis per task
Main data source: Termination_Call_Detail
Screenshots
Field description
| Field name | Description |
|---|---|
| DeliveredDateTime | Date and start time when the task was delivered |
| IntervalDateTime | Date and start time of the 15 minutes interval when the task was delivered |
| Date | Date when the task was delivered |
| IntervalTime | Start time of the 15 minutes interval when the task was delivered |
| IntervalTimeString | Start time of the 15 minutes interval when the task was delivered as string based on database time (without timezone offset) |
| Delivered | 1 if the task was delivered to the agent (sum of Handled and Unhandled) |
| Handled | 1 if the task was answered by the agent |
| Unhandled | 1 if the task was delivered to the agent but was not answered |
| RONA | 1 if the task was delivered to the agent, but was not answered within a reasonable time (RONA timeout) (contains RONA and Requery) |
| AbandAtAgent | 1 if the call was delivered to the agent but was abandoned by the caller |
| AgentError | 1 if the task was delivered but was cancelled due to a system error |
| 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 |
| TeamName | Name of agent team |
| AgentID | ID of agent |
| AgentFirstName | First name of agent |
| AgentLastName | Surname of agent |
| AgentName | Full name of agent (combination of surname and first name) |
| AgentPeripheralNumber | Login name of agent (PeripheralNumber) |
| AgentLoginName | Login name of agent (LoginName) |
| AgentEnterpriseName | EnterpriseName of agent |
| AgentInstrument | Telephone number of agent telephone |
| ANI | Telephone number of caller or sender of the sequence |
| 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) |
| DigitsDialed | Dialed telephone number of the sequence |
| 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) |
| RingTime | Time in seconds which the task is presented to the agent before answering |
| HandleTime | Total handling time of the Contact Center task in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) |
| 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) |
| WrapupData | Classification which was set by the agent in the wrap-up stage or the concatenation of max. 5 ECE classifications of the handled activity |
| AgentDisconnected | 1 if the call was ended by the agent after answering it, 0 if the caller hung up or unknown (only measurable when using CVP as the routing client) |
| Transferred | 1 if the agent forwarded the task after answering |
| TransNumber | Number to which the task was forwarded |
| TransCallTypeID | ID of the call type to which the task was forwarded |
| TransCallTypeName | Name of the call type to which the task was forwarded |
| TransAgentID | ID of the agent to whom the task was forwarded |
| TransAgentName | Full name of the agent to whom the task was forwarded (combination of surname and first name) |
| EndDateTime | Date and end time of the wrap-up stage for the task |
| Sequence | Number of the sequence (there may be gaps in the sequential numbering) |
| PeripheralCallType | Type of call for sequence, e.g. 1 = ACD In (see Cisco Schema Help) |
| 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. |
| 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 |