Use the Attempt Detail report to view detailed information for each attempted outbound call.
Attempt Detail is one of the Personal Connection Outbound reports available from the Outbound Report Store.
Data in this Report
The Attempt Detail report has multiple columns that present data attributes and metrics. The table below provides a description for each column.
|Date of Call
|Date and time the phone call occurred.
|Name of the phone field associated with the contact number dialed.
|Destination (phone number or email address) the attempt was made to.
|Internal reference ID for each interaction with the customer. There can be multiple contact IDs A unique numerical identifier assigned to each contact in a single conversation based on transfers and other interactions.
|Customer's unique identifier for the call record.
|Prospective Contact ID
|Internal ID that is assigned upon upload; used internally only and may be removed from the report in the future.
|Agent login ID.
|Agent first and last name.
|Caller ID that was populated to the network. It could be assigned at a business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environmenttenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, or record.
|Numeric outcome value that the system assigned.
|Description for the outcome that the system assigned.
|Numeric outcome value that the agent assigned.
|Description for the outcome that the agent assigned.
|Outcomes are assigned to a category. For example: agent outcomes are assigned to positive, negative, other, or agent retry categories when defined.
|Answering Machine Defined Experience
|Answering machine experience, if any, that occurred during this attempt.
|Answering Machine Wave File
|If the dialer played a prerecorded message on the contact's answering machine, this cell displays the name of the WAV file containing the message.
|Amount related to a positive outcome.
|Call duration from presentation to the pacing engine through disconnect.
|Numeric value for the assigned skill.
|Description for the assigned skill.
|Priority Skill-based designation of the importance of contacts that determines delivery order. Record (Yes or No) as driven from Proactive XS.
|Delivered Confirmation Req.
|If confirmation experience is required. This includes callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue., since Personal Connection delivers callbacks as confirmation required.
|Delivered Compliance Record
|If compliance experience is required.
|Dialing method; for example, preview, predictive, and agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages...
|Caller ID Used
|The phone number displayed for your organization when the dialer attempted to call the contact.
|Delivered as Callback
|If the attempt was a requested callback.
|Delivered Agent Specific
|If the attempt was a callback, indicates whether the callback requested a specific agent or not.
|Indicates the destination type (Phone, SMS).
|Original Target Agent ID
|ID of the agent an interaction was originally delivered to.
|Outbound Telecom Route ID
|ID of the telecom route used to place the call.