Agent Contact History Report

Related Products or Features: Business Intelligence (BI) Reports

The Agent Contact History report provides detailed insight into how agents interact with contacts. This report includes data from ACD and Digital First Omnichannel. It includes over 30 metrics and a bar chart that displays a more detailed view of data by file type. Many of these metrics are specific to digital contacts.

Data in this Report

The Agent Contact History report has multiple columns that present data attributes and metrics. The table below provides a description for each column. Right-click any column in the Agent Contact History report table to sort the data.

Column Description
Agent Name The agent's first and last name.
Agent No The Agent ID number. This is a unique value assigned by the system to identify the agent.
Team Name The name of the team the agent is assigned to.
Contact No The contact's unique number assigned by the system.
Agent Contact Date The date that the interaction occurred.
Campaign Name The campaign by which the interaction was categorized.
Skill Name The ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge being used by an active contact the agent is on. This only displays if the agent is in an ACD inbound or outbound stateClosed The availability status of an agent.
Channel Name The channelClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. through which the interaction occurred. If a single contact experiences multiple channels, each new channel interaction will appear as a new row in the report table with a unique agent contact ID.
Direction Whether the contact was inbound or outbound.
DNIS DNISClosed Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. is the Point of Contact phone number the customer calls or email address the customer contacted.
ANI ANIClosed Also known as caller ID. Listed phone number of an incoming voice call. is the number or email address the customer used to send an inbound message.
Cause Code Corresponds to the telephone network call completion code.
Agent Contact Disposition Notes Any notes that the agent entered when dispositioning the contact.
Agent Contact Duration The amount of time that the agent was interacting with the contact. This includes hold time or conference times, but not the time that the contact spent in prequeue or an IVR.
Handle Time The duration of time from the agent accepting the contact to ending the interaction.
Active Time The amount of time that the agent was actively interacting with the contact. For example, if an agent is configured for Omnichannel Session Handling and is handling four chats, the agent can only have one chat open at a time where the agent is actively typing. One chat will be active at a time and the other three chats will be inactive.
Inactive Time The amount of time that the contact spent in an inactive state.
Focus Count The total number of active contacts an agent handled at once. For example, an agent may switch between handling various contacts at once, but can only message one at a time.
Defocus Count The total number of active contacts the agent was not focused on while handling another interaction. This number will always be one less than the Focus Count.
ACW Time The amount of time that the agent spent performing after-call workClosed State that allows an agent to complete work requirements after finishing an interaction, such as entering notes or configuring dispositions. ACW time begins after the active interaction ends, but before the agent has fully completed the workflow.
Hold Time The amount of time that the contact spent on hold.
Conference Count The count of how many instances the agent performed a conference with another CXone agent.
Conference Time The total amount of time in which the interaction was in a conference.
Consult Count The count of how many instances in which the agent placed a contact on hold and consulted another CXone user. A consult is different from a conference in that the conference is when multiple parties are actively communicating together. In a consult, the agent temporarily places the contact on hold while communicating with another CXone user.
Consult Time The total amount of time in which the agent placed the contact on hold and consulted another CXone user.
First Response Time The amount of time that passed from the beginning of the interaction to when the agent sent the first message to the contact.
Agent Messages The total number of messages that the agent sent to the contact.
Customer Messages The total number of messages that the contact sent to the agent.
Total Messages The total amount of messages sent during an interaction.
Neutral (Messages) The total number of messages marked with a neutral sentiment during an interaction.
Negative (Messages) The total number of messages marked with a negative sentiment during an interaction.
Positive (Messages) The total number of messages marked with a positive sentiment during an interaction.