900 Search Customer Call Detail
Definition
This report is used to search for caller numbers within the whole system and shows call detail information consolidated for Contact Center Inbound (ACD & MR), incoming and outgoing direct calls (DN Incoming / Outgoing) and Outbound Option (customer calls without reservations) on a historical basis per call. The report runs next to the timeframe without a basic filter. That is why the search is limited to a maximum of 100 calls per category.
Main data sources: Route_Call_Detail, Termination_Call_Detail and Dialer_Detail
Screenshots
Field description
| Field name | Description |
|---|---|
| StartDateTime | Date and start time of the call |
| IntervalDateTime | Date and start time of the 15 minutes interval of the call |
| Date | Date of the call |
| IntervalTime | Start time of the 15 minutes interval of the call |
| IntervalTimeString | Start time of the 15 minutes interval of the call as string based on database time (without timezone offset) |
| CustomerANI | Telephone number of the caller if inbound, dialed telephone number if outbound |
| CustomerANI2ndFilter | CustomerANI to be used as a second filter criteria |
| CustomerANI3rdFilter | CustomerANI to be used as a third filter criteria |
| Category | Category of the call (CC Inbound, DN Incoming, DN Outgoing oder Outbound) |
| MediaID | ID of medium for the call |
| MediaName | Name of the medium for the call (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) |
| Direction | Direction of the call (1 if incoming, 2 if outgoing) |
| RecoveryKey | Together with "Direction" a unique identifier for the call inside CCE |
| Calls | Always 1 (to summarize calls) |
| Handled | Number of calls answered by agents |
| ResultCode | Result how the call ended with the following possible values: 0 = RONA, Rerouted 1 = Answered, Handled 2 = Abandoned 3 = ShortCall 4 = Forwarded 5 = Terminated 6 = Lost 7 = Fault |
| ResultText | Result in text how the call ended (Rerouted, Handled, Abandoned, ShortCall, Forwarded, Terminated, Lost, Fault) |
| StartWaitDateTime | Date and start time when the waiting time begins (reset at Service Level CallType, otherwise at the start) |
| WaitTime | Waiting time in seconds from beginning of waiting until the call was answered or ended |
| AnswerDateTime | Date and start time when the call was answered |
| HandleTime | Total handling time of the call in seconds from answering to end of wrap-up |
| TalkTime | Time in seconds which the call is active at the agent (call duration without hold time) |
| HoldTime | Time in seconds which the call 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) |
| Transferred | 1 if the agent forwarded the call after answering |
| WrapupData | Call classification which was set by the agent in the wrap-up |
| EndDateTime | Date and end time of the wrap-up stage for the call |
| CampaignID | ID of dialer campaign |
| CampaignName | Configured name of dialer campaign |
| 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 |
| TeamName | Name of agent team |
| AgentID | ID of agent |
| AgentFirstName | First name of agent |
| AgentLastName | Surname of agent |
| AgentName | Full name of agent (combination of surname and first name) |
| AgentInstrument | Telephone number of agent telephone |