CDR Plus Disposition Report
Required permissions: Data Download
The CDR Plus Disposition data download report displays information about all the interactions in your system for the time period you select. It includes the agent, team, campaign A grouping of skills used to run reports., and skill
Used to automate delivery of interactions based on agent skills, abilities, and knowledge that handled the interaction. It also includes how long the interaction spent in queue, how long the contact conversed with the agent, and how long the agent spent doing after contact work
State that allows an agent to complete work requirements after finishing an interaction.
This report contains the same metrics as these reports:
- Call Detail w/Recordings Report.
- Expanded Call Detail Report.
- Call Detail w/Callback Time Report.
- Call Detail (Comprehensive) Report.
In addition, it includes the dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to each interaction.
Select Report Option
You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.
![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
Field | Details |
---|---|
Date Range |
The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:
|
Start/End Time |
If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time. |
Export Format |
You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:
|
Include Field Names | Select this checkbox if you want the first row of the report to be field names. |
Append date to file name (YYYYMMDD) | Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day. |
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 ID |
Contact_Code |
The unique, system-generated ID of the point of contact. |
Media_Name |
The media type or channel |
Contact_Name |
The point of contact value or description, such as the phone number or email address |
ANI_DIALNUM |
The name of the contact, or the phone number associated with the contact. |
Skill_No |
The unique, system-generated ID of the skill |
Skill_Name |
The name of the skill |
Campaign_No |
The unique, system-generated ID of the campaign |
Campaign_Name |
The name of the campaign |
Agent_No |
The unique, system-generated ID of the agent |
Agent_Name |
The first and last name of the agent |
Team_No |
The unique, system-generated ID of the team the agent |
Team_Name |
The name of the team the agent |
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 |
start_time |
The time on the Start_Date at which the The time is shown in your browser's time zone. For example, if an interaction started at 2:00:00 UTC-6, but your browser is set to UTC-7, the report will display the interaction's start_time as 1:00:00. |
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 |
Abandon_Time |
The amount of time
|
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 ACW |
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 callback |
Logged |
Whether or not the call was logged. It is one of the following values:
|
Hold_Time |
The amount of time in seconds the contact spent on hold. |
Disp_Code |
The unique ID associated with the disposition |
Disp_Name |
The name of the disposition |
Tags |
A comma-delimited list of tags the agent attached to the contact. |