Contact List Widget

Required role: Supervisor, Manager

Refresh rate: 5 seconds

The Contact List widget lists, by ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, the contacts that are active in the network. It also lists their state, the duration of time the contact has been in the state, the campaign the skill is assigned to. If applicable, it lists the agent who is handling the contact.

The Contact List widget, showing 2 contact IDs, with their corresponding media types, ACD Skill names, contact states, time, and contact time.

This widget provides comprehensive drill-down data of the contacts occurring within your system.

Columns

These columns can be reordered by clicking and dragging the column label to the desired location.

Metric	Details
Contact ID	The contact ID for a specific contact attempt.
Master Contact ID	The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 10 or more times.
Media Type	The media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. of the contact; that is, phone, email, and so on.
Media Subtype	If the Media Type is digital, this field will list the Digital Experiencedigital Any channel, contact, or skill associated with Digital Experience.channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. for the interaction. Examples include email, chat, and SMS, as well as social Public social media interactions, such as on Facebook or Twitter and messaging Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger channels such as Facebook, Twitter, and WhatsApp.
ANI	Listed phone number of an incoming voice call.
Contact Point	An entry point that an inbound contact uses to initiate a digital interaction.
Direction	Lists how the contact was initiated; this field is generally inbound or outbound but can be unknown in some cases.
ACD Skill Name	The skill used to route the contact.
Contact State	The contact’s current state. This column identifies whether or not the contact is inbound or outbound. The state listed here corresponds to the colored circle next to the skill name.
Contact State Time	The total duration of time the contact has been in the IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both..
Contact Time	The amount of time the contact has spent in the NICE CXone system.
Agent	The agent who is handling the contact, if applicable.
Campaign	The campaign to which the skill belongs.

Settings

Settings containing checkbox selections have a Select All and Deselect All option. These can be used to quickly pick and choose just the metrics needed to create a targeted display. The Agents and ACD Skills settings also have a search box for locating a specific agent or skill.

Field	Description
Display Name	Allows for customization of the widget name
View Data	Controls which columns are shown in the widget
ACD Skills	Configures which skills(s) are included in the widget
Campaigns	Configures which campaign(s) are included in the widget
Media Types	Configures which media types (channels) are included in the service level calculations

Contact State Colors

Color	State
Yellow	PreQueue: Active in the system but not yet waiting to be delivered to an agent; likely still in system IVR. For Digital Experience contacts, the case state is New or Open with no skill or agent assigned to it.
Orange	InQueue: Currently waiting to be handled by an agent. For Digital Experience contacts, the case state is New or Open with a skill assigned to it but no agent assigned to it.
Green	Active: Interacting with an agent. For Digital Experience contacts, the case, in any state besides Closed, is assigned to an agent.
Gray	OnHold: Agent placed contact on hold.
Blue	PostAgent: Finished interacting with the agent; could still be active in the system to complete a survey or other reason. For Digital Experience contacts, the case state is Resolved, Pending, or Escalated with no skill or agent assigned to it.