501 SkillGroup 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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Drilldowns
- 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) |
| 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) |
| 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 | 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 |