CDR Plus Disposition Notes Report

Required permissions: Data Dowload

The CDR Plus Disposition Notes data download report displays information about all conversations in your system for the specified time period, including the agent, team, campaignClosed A grouping of skills used to run reports., skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and so forth, that handled the call, how the contact's time was spent, and information about the dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the contact. It contains the same information as the following reports: 

In addition to the metrics contained in those reports, it also displays the dispositions applied to the contact and any notes the agent took.

An example of the CDR Plus Disposition Notes data download report output.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Columns

Contact_ID

The unique, system-generated ID of the contact.

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.

Contact_Code

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

Media_Name

The media type or channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. of the contact.

Contact_Name

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

ANI_Dialnum

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

Skill_No

The unique, system-generated ID of the skillClosed 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.

Skill_Name

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

Campaign_No

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

Campaign_Name

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

Agent_No

The unique, system-generated ID of the agent who handled the interaction. If more than one agent handled the contact, it is the ID of the last agent to handle the contact.

Agent_Name

The first and last name of the agent who handled the interaction as displayed in the agent's NICE CXone user profile. If more than one agent handled the interaction, it is the name of the last agent who handled the interaction.

Team_No

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

Team_Name

The name of the team the agent who handled the contact belongs to.

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.

Start_Time

The time on the Start_Date at which the contact entered the system. It has a format of HH:MM:SS.

Prequeue

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

Inqueue

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

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

ACW_Time

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

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.

Abandon_Time

The amount of time in seconds the contact spent in the system before abandoning the call. The value is 0 unless the value in the Abandon column is Y.

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.

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.

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.

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

Hold_Time

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

Disp_Code

The unique ID associated with the dispositionClosed 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.

Disp_Name

The name of the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the contact.

Disp_Comments

Comments the agent entered about the contact as part of setting the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction..

Tags

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