Call Detail Report

Required permissions: Data Download On

The Call Detail data download report displays basic information about contacts who entered the system during the specified time period, including the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, campaign A grouping of skills used to run reports., agent, and team who handled the call, the date and time the contact entered the system, and how the contact's time in the system was spent.

An example of Call Detail data download report output.

Select Report Option

See Data Download Reports Reference for details about all options available in the Select Report Option section when you run a data download report.

Columns

Contact_ID	The unique, system-generated ID of the contact interaction.
Master_Contact_ID	The unique, system-generated ID of the master or parent of the contact interaction. The master contact ID 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.
Contact_Code	The unique, system-generated ID of the point of contact.
Skill_No	The unique, system-generated ID of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge the contact entered. This is the skill associated with the point of contact.
Campaign_No	The unique, system-generated ID of the campaign the skill that handled the contact belongs to.
Agent_No	The unique, system-generated ID of the agent who handled the contact. If more than one agent handled the contact, it is the ID of the last agent to handle the contact.
Team_No	The unique, system-generated ID of the team the agent who handled the contact belongs to.
Disposition_Code	The unique ID associated with the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.
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.
Start_Date	The date within the specified time period on which the contact entered the system or had valid activity. It has a format of MM/DD/YYYY.
Prequeue_Time	The amount of time in seconds the contact spent in the prequeue state.
Inqueue_Time	The amount of time in seconds the contact spent in the queue.
Agent_Time	The amount of time in seconds the contact spent conversing with an agent.
Postqueue_Time	The amount of time in seconds the contact spent on the line after the agent hung up.
Abandon_Time	The amount of time in milliseconds the contact spent in the system before abandoning the call. The value is 0 unless the value in the Abandon column is Y.
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.