Contact Detail Report

Use the Contact Detail report to view the current status of the records loaded to be called. This report enables supervisors to determine the quality of the list without having to export the calling file.

Data in this Report

The Contact Detail report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Column	Description
Prospective Contact ID	Internal ID that is assigned upon upload; used internally only and may be removed from the report in the future.
SkillNo	Numeric value for the assigned ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
SkillName	Description for the assigned skill.
Desc	The name of the phone field associated with the contact number dialed.
Contact ID	Internal reference ID for each interaction with the customer. There can be multiple contact IDs A unique numerical identifier assigned to each contact in a single conversation based on transfers and other interactions.
Phone Number	Phone number dialed.
Customer Lead External Unique ID	Customer's unique identifier for the record.
Target Agent	Agent ID of the agent who delivered the call.
Target Agent Name	Name of the agent who delivered the call.
Priority	Priority Skill-based designation of the importance of contacts that determines delivery order. assigned to the skill.
Attempts	Number of attempts made on the record.
Created Date	Date on which the record was created.
Expiration Date	Date on which the record should no longer be called.
First Attempt	Date on which the first attempt was made within the reporting period
Last Attempt	Date on which the last attempt was made within the reporting period.
Last Agent Touch	Numeric ID for the last agent to handle the record.
Agent Name	Agent name associated with the last agent.
Team Name	Team to which the agent is associated.
Is Final	Yes or No. Indicates if the record has been finalized or not.
Finalization Reason	Selected outcomes that indicate a final result.
Disposition	Numeric value for the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned or selected.
Disposition Description	Description for the disposition that has been assigned or selected.
Disposition Classification	Positive, negative, or other.
Amount	Amount entered that is tied to a positive outcome.
Call Duration	From the moment of answer to the disconnect. Does not include After Contact Work (ACW State that allows an agent to complete work requirements after finishing an interaction), Preview Time, or Wait Time.
Delivery Type	Dialing method; such preview, predictive, and agentless.
Delivered Confirmation Req.	If the agent is required to accept or reject the call. This includes callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue., since Personal Connection delivers callbacks as confirmation required.
Delivered Compliance Record	If compliance is required for the call.
Caller ID Used	Phone number displayed for your organization when the dialer attempted to call the contact.
Delivered As Callback	If the attempt was a requested callback.
Delivered Agent Specific	If the attempt was a requested callback.
Destination Type	The medium used for the interaction. For example, phone.