Point of Contact – Expanded Report

Required permissions: Data Download

The Point of Contact – Expanded data download report displays information about the points of contacts you can access, including the default skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and script of the PoC and the skill's associated campaignClosed A grouping of skills used to run reports., and media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..

Select Report Option

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

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:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

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:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
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_Code

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

The point of contact value or description, such as the phone number or email address.
Desc

The label associated with the point of contact.

Default_Skill_No

The unique, system-generated ID of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. associated with the point of contact.

Skill_Name

The name of the point of contact's default skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge..
Campaign_No

The unique, system-generated ID of the campaign the point of contact's default skill belongs to.
Campaign_Name

The name of the campaignClosed A grouping of skills used to run reports. the point of contact's default skill belongs to.
Media_No

The type of media used. The options include the following:

Media_Name

The media type or channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. of the point of contact.
Script_ID

The unique, system-generated ID associated with the script assigned to the point of contact.
Script_Name

The path and name of the script assigned to the point of contact.
Script_Date

The date and time the script assigned to the point of contact was last modified. It follows the format MM/DD/YYYY HH:MM, 24-hour time.