Data Download Metrics

Abandon

Whether or not the contact abandoned the call before its completion. Y means the contact abandoned the call and N means the contact did not abandon the call.

Abandon_Cnt

The total number of contacts who abandoned the connection to the skill or point of contact before being handled by an agent.

Abandon_Time

The amount of time the contact spent in the system before abandoning the call.

AbandonRate

The percent of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the indicated date that abandoned the call.

ACD_Outbound_Avail_Percent

The percent of total time logged that the agents on the skill, team, or campaign spent handling contacts or in an available stateClosed The availability status of an agent, waiting to handle another contact. The value is (ACD_Time + Outbound_Time + Available_Time) / Total_Time.

ACD_Time

The total amount of time in minutes or seconds the agent spent handling inbound and outbound calls.

ACW_Seconds

The amount of time in seconds the agent spent doing after call work after conversing with the contact.

ACW_Time

The amount of time the agent spent doing after call work after conversing with the contact.

AddDate

The date and time. Used in the List of Stations report and the All Callbacks report. It follows the format MM/DD/YYY HH:MM, 24-hour time.

Agent_Cnt

The total number of contacts who entered the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge on start_date that were delivered to an agent.

Agent_Name

The first and last name of the agent as displayed in the agent's NICE CXone user profile. For some reports that show data for specific interactions, it is the name of the last agent who handled the contact.

Agent_No

The unique, system-generated ID of the agent. For some reports that show data for specific interactions, it is the ID of the last agent who handled the contact.

Agent_Session_ID

The unique, system-generated ID of the agent login session.

Agent_State_Code

The code corresponding to the stateClosed The availability status of an agent the agent was in.

The Agent States report provides details for individual codes.

Agent_Time

The amount of time in seconds the contact spent conversing with an agent.

AgentConfigForDigital

Indicates that the agent was configured for Digital Engagement during the specified billing month (requires that you have Digital First Omnichannel.

AgentDisposition

The unique ID associated with the dispositionClosed Result that the agent or system assigns to the contact when the interaction ends. assigned to the contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

AgentDispositionDescription

The name of the dispositionClosed Result that the agent or system assigns to the contact when the interaction ends. assigned to the contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

AgentID

The unique ID of the agent.

AgentName

The first and last name of the agent.

ANI

The name of the contact, or the phone number associated with the contact.

ANI_Dialnum

The name of the contact, or the phone number associated with the contact.

At_Home_Worker

Whether or not the agent works from home as specified in the user profile under the User Properties tab. The value is either TRUE, meaning the agent works from home, or FALSE, meaning the agent does not work from home.

Attempts

The number of times the dialer has attempted to reach the contact.

Available

Whether the agent is currently available. The value is one of 0 (not available) or 1 (available).

Available_Time

The total amount of time the agent, skill, team, or campaign spent in an available stateClosed The availability status of an agent, waiting to handle another contact.

Ave_ACD

The average amount of time in minutes or seconds the agent, skill, team, or campaign spent handling each inbound call.

Ave-Outbound

The average amount of time in minutes or seconds the agent, skill, team, or campaign spent handling each outbound call.

AvgMinutes

The average amount of time in minutes contacts spent in the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the date indicated. The system calculates this field by dividing the total time contacts who used the skill spent in the system on the date indicated by the total number of contacts on the skill that day.

BillingMonth

The first day of the billing month.

BlockedDate

The date and time on which the call was blocked. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

Bus_No

The ID of the business unit.

BUConfigForDigital

Indicates that the tenant is configured for Digital Engagement (requires that you have Digital First Omnichannel).

BusinessUnitID

The ID of the to which the agent belongs.

Callback_Time

The amount of time in seconds the contact spent in the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state.

CallbackAgentName

The name of the agent who scheduled a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with this contact, as specified in the agent's user profile.

CallbackAgentNo

The unique, system-generated ID of the agent who scheduled a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with this contact.

CallbackDateTime

The date and time for which the agent scheduled a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with the contact. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

CallbackNumber

The phone number at which the contact requested the agent call back.

CallDuration

The amount of time in seconds that the call to the contact lasted.

Calledback

The date and time on which the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. occurred. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

Caller_ID

The phone number a contact sees when an agent calls from that station.

CallerIDUsed

The phone number the contact will see associated with your contact center on the caller ID.

CallRequestDateTime

If the contact requested a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue., the date and time at which system will begin attempting to call the contact back. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

Campaign_Name

The name of the campaignClosed A grouping of skills used to run reports. the skill belongs to.

Campaign_No

The unique, system-generated ID of the campaign the skill belongs to.

ChangeDate

The date and time the skill or station was last modified. It follows the format MM/DD/YYY HH:MM, 24-hour time.

Chat_Timeout

The amount of time in seconds an agent can be idle in an active chat before it is automatically disconnected, as specified in the agent's user profile.

ClientType

The client that the agent is using. Examples include MAX, Agent for Salesforce, and Studio.

ColumnName

The campaign, skill, team, agent, or other field that was changed.

Comments_Required

Indicates whether or not an agent is required to write notes when setting the dispositionClosed Result that the agent or system assigns to the contact when the interaction ends..

ComplianceRecord

A boolean value indicating whether the record requires compliance (TRUE) or does not require compliance (FALSE).

ConfirmationRecord

A boolean value indicating whether the record requires the agent to accept or reject the call (TRUE) or does not require agent acceptance to dial (FALSE).

Contact_Code

The point of contact value or description, such as the phone number or email address the contact used to connect with an agent.

Contact_ID

The unique, system-generated ID of the contact interaction.

Contact_Name

The unique name of the contact.

ContactDeliveryType

The delivery mode of the contact, if the contact requires compliance. If ComplianceRecord is TRUE, it is one of the following:

  • None—The system does not deliver the contact because it requires compliance.
  • ClickToCall—The agent must click a button to dial contacts that require compliance.
  • ManualDialWithKeypad—The agent must manually dial contacts the require compliance.
  • ManualDialWithKeypadAutoCorrect—The agent must manually dial contacts that require compliance but the system automatically corrects the number if the agent enters it incorrectly.
  • DialOutsideinContactNetwork—The agent must call contacts that require compliance outside the platform.

CreatedDate

The date the skill was created.

Custom

The custom fields assigned to the agent as specified in the user profile under the User Properties tab.

Data_Name

The name of the variable the script published.

Data_Value

The value associated with the variable the script published for the contact. This field is limited to 400 characters.

Date

The date within the specified time period on which the events in the row occurred. It has a format of MM/DD/YYYY.

DateOfCall

The date and time the contact was last called. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

DateOfLastCall

The date and time the dialer last reached the contact. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

DateUpdatedToDigital

The date during the specified billing month when the agent was updated with a digital skill.

DateUpdatedToVoice

The date the agent was given a voice skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If the date is the first day of the billing month, the agent was updated on that date, or was updated with a voice skill in a previous billing month. No date means the agent does not have a voice skill.

Default_Skill_No

The unique, system-generated ID of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge associated with the point of contact.

DeliveredAgentSpecific

A boolean value indicating whether the contact was, or will be, delivered as an agent-specific callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. (TRUE) or not (FALSE).

DeliveredAsCallback

A boolean value indicating whether the contact was, or will be, delivered as a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. (TRUE) or not (FALSE).

DeliveredComplianceRecord

A boolean value indicating whether the record was delivered to an agent as a compliance record (TRUE) or was delivered as a non-compliance record (FALSE).

DeliveredConfirmationRequired

A boolean value indicating whether the record was delivered to an agent requiring an acceptance (TRUE) or was delivered without confirmation required (FALSE).

DeliveredPriority

A boolean value indicating whether the contact was, or will be, delivered as a priorityClosed Skill-based designation of the importance of contacts that determines delivery order. contact (TRUE) or not (FALSE).

Description

The label associated with the agent state code or point of contact.

DisconnectTime

The number of minutes an agent signed into the station can be idle before being automatically disconnected.

Disp_Comments

Comments the agent entered about the contact as part of setting the dispositionClosed Result that the agent or system assigns to the contact when the interaction ends..

Display_Order

The order in which the dispositionClosed Result that the agent or system assigns to the contact when the interaction ends. appears in the list of available dispositions for the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge when an agent does after call work.

Disposition_Code

The unique ID associated with the dispositionClosed Result that the agent or system assigns to the contact when the interaction ends. assigned to the skill or contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

Disposition_Name

The name of the dispositionClosed Result that the agent or system assigns to the contact when the interaction ends. assigned to the skill or contact.

DNIS

The point of contact the contact used to enter the system. This can be a phone number, email address, or chat code.

Duration

The total number of seconds the agent spent in the stateClosed The availability status of an agent that day.

Email

The email address of the agent.

Employment_Type

The agent's employment type as specified in the user profile under the User Properties tab. The value is one of Full-Time, Part-Time, Temporary, Outsourced, or Other.

End_Date

The time the agent left the state referenced by the state index. It has a format of MM/DD/YYYY HH:MM.

Event_Date

The date on which the event occurred.

Event_Type

Lists the monitoring event type. The most common types are Monitor, Coach, Takeover, and Barge.

ExternalID

The unique ID assigned to the contact record in the calling list.

FinalizationStatus

The current status of the record. It can indicate that the contact is finalized or still active.

First_Name

The first name of the agent. For commitments, the text entered in the First Name field by the agent.

SMSFrom

Identifies the agent or customer submitting the SMS message.

FromAddress

The phone number the contact dialed from when the call was blocked.

FullName

The first and last name of the agent who refused the contact.

Halfhour_Code

The code corresponding to the half hour of the day that the activity occurred. Each half hour is numbered 1-48 starting with 1 at 12:00 AM - 12:30 AM and ending with 48 at 11:30 PM - 12:00 AM.

HasTakenVoice

Indicates whether the agent is currently assigned a voice ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Held_Party_Abandon

The total number of contacts the agent, skill, team, or campaign placed on hold who disconnected before the communication resumed.

Hire_Date

The agent's hire date as specified in the user profile under the User Properties tab.

Hiring_Source

The hiring source of the agent as specified in the user profile under the User Properties tab.

Hold_Time

The amount of time in seconds the contact spent on hold.

Hour

The number of the hour in the day that the events in the row occurred, numbered 1-24. It starts with 12:00 AM—1:00 AM as hour 1 and ends with 11:00 PM — 12:00 AM as hour 24.

Hourly_Cost

The agent's hourly salary as specified in the user profile under the User Properties tab.

ID

The agent ID for the agent who original created the field.

Initiating_Agent

The supervisor who initiated the event.

Initiating_Agent_No

The ID number of the supervisor who initiated the event.

In_SLA

The total number of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the date indicated that were handled within the required SLA.

Inbound_Contacts

The total number of inbound contacts the agent, skill, team, or campaign handled in the indicated time period.

Inbound_Contact_Time

The total number of time the agent spent handling inbound contacts during the indicated time period.

Incontact_Percent

The percent of total time the agent, skill, team, or campaign spent handling contacts. The value is (ACD_Time + Outbound_Time) / Total_Time.

Inqueue

The amount of time in seconds the contact spent in the queue.

Last_Login

The date and time the agent last logged in to the system. It follows the format MM/DD/YYYY HH:MM, military time.

Last_Name

The last name of the agent. For commitments, the text entered in the Last Name field by the agent.

LastCallDuration

The amount of time in seconds the last call the dialer placed to the contact lasted.

LastLoginDate

The date and time an agent last logged in to the station. It follows the format MM/DD/YYY HH:MM, 24-hour time.

Location

The location of the agent as specified in the user profile under the User Properties tab.

Logged

Whether or not the call was logged. It is one of the following values:

  • Y—The call was logged
  • N—The call was not logged

Login_Date

The date and time the agent logged in to the session. The date follows the format of MM/DD/YYYY, and the time follows the format of HH:MM, 12-hour time.

LoginStation_DateTime

The date and time that an agent last logged into the specified station.

Logoff_Date

The date and time the agent logged out of the session. The date follows the format of MM/DD/YYYY, and the time follows the format of HH:MM, 24-hour time.

Log_State

Identifier for the state of the log. It is one of 0 (first entry in the log), 1 (any intermediate entries), 2 (last entry for the log).

LongWait

The number of seconds of the greatest amount of time a single contact spent in queue during the indicated hour for the indicated skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge .

Master_Contact_ID

The unique, system-generated ID of the master or parent of the contact interaction. The master contact IDClosed A unique numerical identifier assigned to each contact can be parent to many contact IDs. A new master contact ID will be assigned if a contact has been transferred 10 or more times.

Media_Name

The media type or channelClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. .

Media_Sub_Type

This metric is associated with the Digital Media Type and indicates which digital channel was used. Examples include Twitter and What's App.

Media_Type

The type of media used. The options include the following:

OldValue

The value of the field before the modification.

Outstate

The agent's reason for being unavailable.

SMSBody

The content of a single message sent via SMS.

SMSStartTime

The date and time the SMS message was sent.

Middle_Name

The middle name of the agent.

Mod_Agent_No

The agent ID for the agent who made the modification.

Mod_DateTime

The date and time the profile was last modified. It follows the format MM/DD/YYYY HH:MM, military time.

ModName

The name of the agent who made the modification.

NewValue

The value of the field after the modification.

NotificationEvent

Database events for skill controls.

Notification EventDescription
CannotAddSkillCannot add skill: {0}
CannotFindSkillSkill not found: {0}
NoPortAvailableNo ports: {0}
SkillAlreadyRunningSkill is already running: {0}
SkillStandbySkill in standby: {0}
SkillStartedSkill started: {0}
SkillStoppedSkill stopped: {0}
SkillStoppingSkill stopping: {0}
SkillListRefilledCache for skill replenished: {0}
SkillListRunningLowCache refill requests for skill returned zero records: {0}
SkillResetSkill reset: {0}
StartSkillRequestedRequest by agent {1} to start skill {0}
StopSkillRequestedRequest by agent {1} to stop skill {0}
AgentlessPortPercentThrottledBU agentless port percentage has been adjusted to {0} percent. {0} is an integer between 0 and 100
VirtualAgentCountChangedSkill virtual agent count has been modified. {1}/ {2}: {0} - {0} is the name of the skill. {1} is an integer denoting the actual virtual agent count. {1} is the max virtual agent count for the skill.
SkillFlushedNotifies when a Personal Connection skill has its contact cache flushed - Queue reset for skill: {0}
FilterCompletedFilter completed for skill {0} there are {1} records remaining.
FilterStartedFilter started for skill {0}.
ForceStopSkillRequestedRequest by agent to force stop skill {0}
FilterAbortedFilter aborted: {0}
FilterCancelledFilter cancelled: {0}
FilterErrorFilter errored: {0}
SkillStartingSkill starting: {0}
StartSkillRequestedSchedulerRequest by Scheduler to start skill {0} - Used when the Scheduler fires directing the skill to start
StopSkillRequestedSchedulerRequest by Scheduler to stop skill {0} - Used when the Scheduler fires the skill to shut down
NoPortsMessage displayed in Skill Control notifications panel when insufficent agentless ports are encountered during outbound dialing. Explanation: You do not have sufficient agentless ports for the current agentless skills/campaigns. You can: reduce the number of running agentless skills/campaigns; modify your dialing ratio; or work with your Customer representative to increase your configured agentless ports.
DefaultComplianceCompliance default changed for {0} to the value of {1} - This is a notification that is displayed in the Outbound Skill Control when the default value for a compliance child field changed. See compliance.
ChannelForcingForcing {1} channel to stop on skill: {0} - {0} is the name of the skill. {1} is either "Email" or "SMS".
ChannelRunning{1} channel entered running state for skill: {0} - {0} is the name of the skill. {1} is either "Email" or "SMS".
ChannelStandby{1} channel entered standby state for skill: {0} - {0} is the name of the skill. {1} is either "Email" or "SMS".
ChannelStarting{1} channel starting for skill: {0} - {0} is the name of the skill. {1} is either "Email" or "SMS".
ChannelStopped{1} channel entered stopped state for skill: {0} - {0} is the name of the skill. {1} is either "Email" or "SMS".
ChannelStopping{1} channel stopping for skill: {0} - {0} is the name of the skill. {1} is either "Email" or "SMS".
ChannelUnspecified{1} channel entered an unspecified state for skill: {0} - {0} is the name of the skill. {1} is either "Email" or "SMS".
ForceStopRunningSkillSkill {0} cannot be force stopped because it is currently running. The user needs to request to Stop the skill before requesting to Force Stop the skill.
SkillBusySkill {0} currently changing status. Notification that tells the user that their requested action could not be processed because the skill is currently processing another action.

NTLoginName

The NT login name of the agent as specified in the user profile under the User Properties tab.

Number_To_Dial

The number the contact request the agent use for the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue..

Original Agent

The name of the agent that initially interacted with the contact.

Original Skill

The skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that the contact originally connected with.

OriginalTargetAgentID

The ID of the agent an interaction was originally delivered to.

Out_SLA

The total number of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the date indicated that were handled outside the required SLA.

Outbound_Contacts

The total number of outbound contacts the agent, skill, team, or campaign handled in the indicated time period.

Outbound_Skill

An integer indicated whether the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge is inbound or outbound. A value of 0 indicates an inbound skill and a value of 1 indicates an outbound skill.

Outbound_Time

The total amount of time in minutes or seconds the agent, skill, team, or campaign spent handling outbound calls.

OutboundDetailRecordId

The unique external ID assigned to the record in the calling list.

Outstate_Code

The unique, system-generated ID of the unavailable code associated with an agent's reason for being unavailable.

Params

The parameters associated with the notification event (if applicable) such as Agent ID or channel type.

Phone_Num

The phone number associated with the agent station.

Phone_Timeout

The amount of time in seconds an agent can be idle in an active call before it is automatically disconnected, as specified in the agent's user profile.

PhoneNumber

The mail phone number of the contact as specified in the calling list.

Point_Of_Contact_Code

The unique, system-generated ID of the point of contact.

Point_Of_Contact_Name

The point of contact value or description, such as the phone number or email address.

Postqueue

The amount of time in seconds the contact spent on the line after the agent hung up.

Prequeue

The amount of time in seconds the contact spent in the prequeue state.

Priority

A boolean value indicating whether the contact is a priorityClosed Skill-based designation of the importance of contacts that determines delivery order. record to be dialed before non-priority records (TRUE) or the contact is not a priority record (FALSE).

Proficiency

An integer that indicates the level of proficiency the agent has in the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. It is an integer between 1 (highest) and 20 (lowest).

ProspectiveContactCustomInfo

A comma-delimited list of all values of the custom fields mapped from the calling list.

ProspectiveContactDestinationDesc

The medium with which the dialer will attempt to contact the contact.

ProspectiveContactDestinationValue

A code associated with the media type the dialer must use to attempt the contact. The numbers indicate the following:

  • 1 — Phone call

ProspectiveContactDestinationValue

The phone number at which the dialer will attempt to call the contact.

ProspectiveContactID

The unique ID of the contact record the system assigns on calling list upload for internal use.

ProspectiveContactSourceID

The unique, system-generated ID of the calling list from which the record came into the system.

Reason

A brief description of the circumstances behind the agent's refusal of the contact. It could be that the notification timed out before the agent could accept the contact, an error occurred, or the agent chose to refuse the contact. The value is one of the following:

  • Bad Number — The number the agent used to log in to Agent is invalid. To check the number the agent used to log in, navigate to Manage > Users. Open the agent's profile and click the Login History tab.
  • Busy — The agent was using the physical phone outside the platform when the platform attempted to deliver a call to the agent. If this occurred on an inbound call, typically it means the agent forgot to change to an unavailable stateClosed The availability status of an agent before making or receiving an out-of-network call. It might also mean you have no available ports. If this occurred on an outbound call, typically the number dialed was busy.
  • Error — The delivery of the call to an agent was unsuccessful due to telephone network issues. Often this occurs due to a problem with the physical phone or the phone provider. It might require validation from the platform.
  • NoAnswer — The platform was able to connect to the agent's phone and attempt to deliver the call. This typically occurs because the agent did not change the state to unavailable before stepping away. It might also indicate connectivity issues, including delay.
  • LinkFailed — The attempt to link the agent line and the caller line failed. This reason requires troubleshooting to determine the cause.
  • Dropped — The call successfully reached the agent but the agent disconnected before the call linked to the contact. This typically occurs when the agent legClosed The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details. disconnects from the platform when a call is routing. This reason is typically caused by 1) Latency that delays the linking of the call after call delivery and the agent believing it is dead air and hanging up, or 2) The Phone # Timeout in the business unit settings or Station Timeout in the station profile settings has the same value as ACWClosed State that allows an agent to complete work requirements after finishing an interaction time for a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
  • AgentLinkTimeout — 60 seconds passed after the call request. This typically indicates a failure to connect to the agent's phone system or provider.
  • NA — The reason does not fit into any of the other categories. The call routes to another agent as with other cause codes. This reason occurs very rarely.
  • (Zero) 0 Cause Code — The reason does not fit into any of the other reason categories. This reason occurs very rarely.

Referral

The name of the person who referred the agent as specified in the user profile under the User Properties tab.

Refuse_Time

The date and time when the agent refused the contact. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

Refused_Contacts

The total number of preview contacts the agent, skill, team, or campaign refused on the date indicated.

Rehire_Status

The agent's rehire status as specified in the user profile under the User Properties tab. The value is either Eligible or Not Eligible.

Reports_To

The direct manager or supervisor of the agent.

Routing_Time

The amount of time in seconds it took to route the contact to an agent. This count is included in the Inqueue time.

Scheduled_DoW

The days of the week the contact said would be ideal for the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It can be any combination of the following:

  • M — Monday
  • T — Tuesday
  • W — Wednesday
  • H — Thursday
  • F — Friday
  • S — Saturday
  • U — Sunday
Scheduled_End

The date and time on which the system will stop attempting the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

Scheduled_Start

The date and time on which the system will begin to attempt the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

Script_Date

The date and time the script assigned to the skill or point of contact was last modified. It follows the format MM/DD/YYYY HH:MM, 24-hour time.

Script_ID

The unique, system-generated ID associated with the script assigned to the skill or point of contact.

Script_Name

The path and name of the script assigned to the skill or point of contact.

Sequence_No

The unique, system-generated ID of the agent login session.

Service_Level

The percent of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the date indicated that were handled within the required SLA.

Session_Duration

The duration of the login session in seconds. For example, a duration of 3600 means the agent was logged in for one hour. The system determines the session duration by adding the agent's total time spent on inbound and outbound contacts, in an unavailable stateClosed The availability status of an agent, and in an available state.

Skill

The name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge to which the calling list, and the contact record, is assigned.

Skill_Name

The name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Skill_No

The unique, system-generated ID of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

SLA

A code indicating whether the contact was handled within the required SLA. It is one of the following codes:

  • -1 — The contact never entered the queue. You may see this code if a contact was transferred, or if the contact abandons the queue before the determined Abandon Threshold amount of time.

  • 0 — An agent handled the contact within the required service level.

  • 1 — An agent did not handle the contact within the required service level.

SLA_Percent

The target percentage of contacts who should be delivered to an agent within the SLA_Seconds limit.

SLA_Seconds

The maximum number of seconds a contact should wait in the queue before being delivered to an agent with this skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

SourceActive

A boolean value indicating whether the calling list from which the contact record originated is currently active (TRUE) or inactive (FALSE).

SourceName

The name of the calling list from which the record came into the system.

SourceRemoved

A boolean value indicating whether the calling list from which the contact record originated has been removed (TRUE) or has not (FALSE).

Start_Date

The date within the specified time period on which the events in the row began to occur or the contact entered the system. It has a format of MM/DD/YYYY.

Start_Time

The time on the Start_Date at which the events in the row began to occur or the contact entered the system. It has a format of HH:MM:SS.

StateIndex

Identifier for the state that the agent was in while logged in.

Station_Caller_ID

The phone number of an incoming contact at a particular station.

Station_ID

The unique, system-generated ID of the agent station.

Station_Name

The name of the agent station.

Station_Phone_Num

The phone number the agent used to log in to the station. The format for the phone number is international code, area code, and number with an optional + at the beginning for international numbers.

Status

Whether the agent state code, media type, station, agent, campaign, skill, team, or point of contact is currently active (CURR) or inactive (DISC).

SystemClassification

The ID of the system dispositionClosed Result that the agent or system assigns to the contact when the interaction ends. assigned to the contact. See System Disposition Values for a full list of possible system dispositions.

SystemClassificationName

The name of the system disposition assigned to the contact. See System Disposition Values for a full list of possible system dispositionsClosed Result that the agent or system assigns to the contact when the interaction ends..

TableName

The area of the product that the field was changed. Examples include security profiles, agents, and teams.

Tags

A comma-delimited list of tags the agent attached to the contact.

TargetAgent

The unique, system-generated ID of the agent to whom the dialer first attempts to deliver the contact before using other agents.

TargetAgentName

The name of the agent to whom the dialer first attempts to deliver the contact before using other agents.

Target_Agent_No

The ID of the agent targeted by the event.

Team_Name

The name of the team the agent belongs to.

Team_No

The unique, system-generated ID of the team the agent belongs to.

Termination_Date

The agent's termination date as specified in the user profile under the User Properties tab.

Time of Original Contact

The time when the contact first interacted with an agent.

Time of Transfer

The time when the contact was transferred to a different agent.

Time_Zone

The agent's time zone as specified in the agent's user profile.

ToAddress

The phone number the contact dialed when the call was blocked.

Total_Cnt

The total number of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the date indicated.

Total_Time

The total amount of time in minutes or seconds the agent or contact spent in the NICE CXone system on the date indicated.

Total_Time_PLus_Disposition

The total amount of time in seconds the contact spent logged in to the NICE CXone system on the date specified. It is calculated by adding the times associated with all contact states for every contact entering the IVR plus the ACWClosed State that allows an agent to complete work requirements after finishing an interaction time.

Transferred Agent

The name of the agent that the contact was transferred to.

Transferred Skill

The skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that the contact was transferred to.

Transfer Type

The type of transfer that occurred. The system generates one of the following categories:

  • Original Contact - Not Transferred
  • Skill Transfer
  • Agent or Reagent Transfer
  • Consult Transfer

A transfer may not fall under one of these categories. If so, this field will be blank.

Unavailable_Time

The total amount of time in minutes or seconds the agent, skill, team, or campaign spent in an unavailable stateClosed The availability status of an agent, unable to handle another contact.

Use_Comments

Indicates whether or not an agent can write notes when setting the dispositionClosed Result that the agent or system assigns to the contact when the interaction ends..

Username

The username of the agent, or the username before the '@' in the agent's login username.

Voice_Timeout

The amount of time in seconds an agent can be idle in an active call before it is automatically disconnected.

Week

The number of the week in the year that the events in the row occurred, numbered 1-52. For example, the first week in January is week 1.

WeekDay

The number of the day in the week that the events in the row occurred, numbered 1-7. It starts with Sunday as day 1 and ends with Saturday as day 7. For example, Monday is day 2 of the week.

Working

Whether the agent is currently handling a contact. It is one of 0 (not working), 1 (on an inbound contact), 2 (on an outbound contact), 3 (on an outbound consult), or 4 (on an inbound consult).