101 CallType Detail Handled
Definition
This report shows Contact Center Inbound key data for answered tasks (ACD & MR) on a historical basis per task. Each data row contains all details for a contact, its delivery and the handling time.
Based on this report you can do a task based reporting or visualise the single sequences of a contact at an agent.
Main data source: Termination_Call_Detail
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- 001 Contact Detail History (field RouterCallKey)
Field description
Field name | Description |
---|---|
AnswerDateTime | Date and start time when the task was answered |
IntervalDateTime | Date and start time of the 15 minutes interval when the task was answered |
Date | Date when the task was answered |
IntervalTime | Start time of the 15 minutes interval when the task was answered |
IntervalTimeString | Start time of the 15 minutes interval when the task was answered as string based on database time (without timezone offset) |
Handled | Always 1 (to summarize tasks) |
PickHandled | 1 if the task was answered due to the "pick function" |
PullHandled | 1 if the task was answered due to the "pull function" |
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) |
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) Note: the feature depends on the dial plan |
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 task was forwarded after being answered by an agent |
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 | ID of the peripheral which logged the sequence |
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 |
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 |
ECVariable2 | Content of the joint Expanded Call Variable 2 |
ECVariable3 | Content of the joint Expanded Call Variable 3 |
ECVariable4 | Content of the joint Expanded Call Variable 4 |
ECVariable5 | Content of the joint Expanded Call Variable 5 |
ECVariable6 | Content of the joint Expanded Call Variable 6 |
ECVariable7 | Content of the joint Expanded Call Variable 7 |
ECVariable8 | Content of the joint Expanded Call Variable 8 |
ECVariable9 | Content of the joint Expanded Call Variable 9 |
ECVariable10 | Content of the joint Expanded Call Variable 10 |