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 |