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.

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 |
Contact_Code |
The unique, system-generated ID of the point of contact. |
Skill_No |
The unique, system-generated ID of the skill |
Campaign_No |
The unique, system-generated ID of the campaign |
Agent_No |
The unique, system-generated ID of the agent |
Team_No |
The unique, system-generated ID of the team the agent |
Disposition_Code |
The unique ID associated with the disposition |
SLA |
A code indicating whether the contact was handled within the required SLA. It is one of the following codes:
|
Start_Date |
The date within the specified time period on which the |
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
|
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. |