Expanded Call Detail Report

Required permissions: Data Dowload

The Expanded Call Detail data download report displays information about phone calls within the specified time range, including who handled the call and how much time the contact spent in each state.

You can access this report by clicking either Expanded Call Detail or Expanded Call Detail Report on the Data Download page. If you want to see data related to ACWClosed State that allows an agent to complete work requirements after finishing an interaction (after call work), select Expanded Call Detail Report.

An example of the Expanded Call Detail 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.

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

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.

DNIS

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

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.

Total_Time

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

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.

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.