102 CallType Detail

Definition

This report shows Contact Center Inbound key data (ACD & MR & Outbound reservation calls & Callbacks) on a historical basis per task request.

Based on this report you can do a task based reporting as available for CallType Interval data. CallType changes (Offered & OverflowOut) and TargetRequery are not measurable because no additional task request happens.

Main data sources: Route_Call_Detail and Termination_Call_Detail

Screenshots

Drilldowns

• 001 Contact Detail History (field RouterCallKey)

Field description

Field name	Description
StartDateTime	Date and start time for the route request
IntervalDateTime	Date and start time of the 15 minutes interval for the route request
Date	Date for the route request
IntervalTime	Start time of the 15 minutes interval for the route request
IntervalTimeString	Start time of the 15 minutes interval for the route request as string based on database time (without timezone offset)
CallTypeID	ID of call type
CallTypeName	Name of call type
ANI	Telephone number of caller or sender of the route request
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
CallAreaInternal	1 if inside
CallAreaExternal	1 if outside
CallAreaUnknown	1 if unknown or no rule implemented
DNString	Telephone number or script selector on entry in the system
InitialANI	Telephone number of caller or sender of the first route request when entering the system (begin of contact)
WithoutInitialANI	1 if InitialANI not present
WithInitialANI	1 if InitialANI is present
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)
Offered	Always 1 (for summary of route requests)
Rerouted	1 if the task did not complete and a re-route request happened
TotalCompleted	1 if the task has been completed (Answered, Abandoned, ShortCall, Forwarded, Terminated, Lost or Fault)
Answered	1 if the task has been answered by an agent
Unanswered	1 if the task has not been answered by an agent (Abandoned, ShortCall, Forwarded, Terminated, Lost or Fault)
Abandoned	1 if the task has been ended by the caller after the Short Call threshold (default 5 seconds)
ShortCall	1 if the task has been ended by the caller before the Short Call threshold (default 5 seconds)
Forwarded	1 if the task has been forwarded to a different destination, e.g. external telephone number, voicemail, etc. (based on Variable10)
Terminated	1 if the task has been deliberately terminated in the script by the system (e.g. after announcements or in the event of a fault)
Lost	1 if the task has been assigned to an agent, without any acknowledgment of the arrival (e.g. if telephone sets are redirected)
Fault	1 if the task could not be delivered by the system due to a failure
PickPullRequest	1 if the task has been successfully assigned to the agent due to the "pick- or pull function"
PickPullError	1 if the task failed due to the "pick- or pull function" and where an error occurred
CompletedResult	Result how the task for the route request ended (Offered = 0 to 7, Completed = 1 to 7) 0 = RONA, Reject, Rerouted 1 = Answered, Handled 2 = Abandoned 3 = ShortCall 4 = Forwarded 5 = Terminated 6 = Lost 7 = Fault
TaskTreatment	Kind of how the task ended (Rerouted, Answered, Abandoned, ShortCall, Forwarded, Terminated, Lost, Fault)
StartWaitDateTime	Date and start time when the system searched for an agent (start of time measurement)
WaitTime	Waiting time in seconds from searching for an agent until the task has been answered or ended
AnswerDateTime	Date and start time when the task was answered
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)
EndDateTime	Date and end time of the wrap-up stage for the task
RecoveryKey	Unique idendity of route request within UCCE
RequestType	Type of route request e.g. 2 = Blind Transfer (see Cisco Schema Help)
Sequence	Number of the sequence for the route request
TargetType	Result of the routing script e.g. 4 = Route to SkillGroup, 14 = Abandoned (see Cisco Schema Help)
ScriptID	ID of the routing script where the route request ended
ScriptName	Name of the routing script where the route request ended
Label	Content of the label within the routing script e.g. the forward number
LostAgentID	ID of the agent where a lost task happened
RequeryResult	Result of the last Target Requery for a route request
VruProgress	Value of the VRUProgress variable
TCDRecoveryKey	Unique idendity of call segment within UCCE (row), can be used to join ECC-variables
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