103 CallType Detail and Handled Detail
Definition
This report shows Contact Center Inbound key data (ACD & MR & Outbound reservation calls & Callbacks) and details for answered tasks on a historical basis per task request.
Based on this report you can do a task based reporting as available for CallType Interval data, or visualise the single sequences of a contact at an agent. 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
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 |
PickHandled | 1 if the task was answered due to the "pick function" |
PullHandled | 1 if the task was answered due to the "pull function" |
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 |
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 |
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 |
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) |
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 |