Contact History Report

Report source: DW

Report refresh rate: 10 seconds

The Contact History report provides a detailed list of contacts handled for a selected time frame. The report defaults to the current day. You can find contacts by date or locate a specific interaction by entering the Contact IDClosed A unique numerical identifier assigned to each contact. or Master Contact IDClosed The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times. into the search box. Clicking on an individual contact opens the Contact Details window.

This report will time out after 20 minutes and is limited to 56 pages of contacts.

Uncompressed calls can be played directly but compressed calls must be downloaded before they can be played. Compressed calls will be downloaded as MP3 files.

View Refused Calls

The Contact History report enables you to view calls that were considered refused. A refused call in the Contact History report does not necessarily mean the contact was lost or that a serious problem occurred that requires attention. Sometimes a call is considered refused because it was redirected to another agent; in this situation, the contact is often unaware that anything unusual has occurred. Refusals are not a concern unless an agent experiences consistent refusal rates or the overall refusal rates are increasing. Some refusal reasons may have associated telephony standard cause codes associated with them. This code is sent from the call carrier network to the platform and then associated with the contact. When this occurs, the cause code is listed.

Cause codes 0, 16 and 255 are normal releases of a contact and should be associated with contacts.

  1. In the Contact Details window, click the Contact Options tab.
  2. Configure the report parameters how you want them, then set the Show Refused option to Yes and select the Display Extended Data checkbox.

Report Columns

Not all of the fields in the following table appear by default. If you click Display Extended Data, click Apply Options, and then export the report data to a spreadsheet, you will see all of the fields described below.

Refusal Reasons

A refused call in the Contact History report does not necessarily mean the contact was lost or that a serious problem occurred that requires attention. Sometimes a call is considered refused because it was redirected to another agent; in this situation, the contact is often unaware that anything unusual has occurred. Refusals are not a concern unless an agent experiences consistent refusal rates or the overall refusal rates are increasing. Some refusal reasons may have associated telephony standard cause codes associated with them. This code is sent from the call carrier network to the platform and then associated with the contact. When this occurs, the cause code is listed.

Cause codes 16 and 255 are normal releases of a contact and should be associated with contacts.

The Refusal Reasons column appears in the report only if you click the Display Extended Data check box in the Report Options and then run the report.

Cause Codes

The following table provides descriptions for the Cause Codes in the Contact History Report.

Some refusal reasons may have associated telephony standard cause codes associated with them. This code is sent from the call carrier network to the platform and then associated with the contact. When this occurs, the cause code is listed. The Refusal Reasons column will appear in the report only if you click the Display Extended Data check box in the Report Options and then run the report.

Contact Details Window

You can drill-down into a single contact by clicking the Contact ID. A new window opens to display the data.

From this window, you can also retrieve recorded calls, chats, and SMS messages. You can also manually delete chat transcripts. Transcripts and call recordings are available through this report as long as the files still exist in active storage. Once the files are moved to SEA (secure external access) or to your external storage, they are no longer accessible through this report.

If you captured variables in the script using the savetodb Studio function, the variables and the values entered by the contact are visible in a Published Variables tab. This tab only appears if there are variables to display; if the contact did not enter any values or this function is not present in the script, this tab does not display.

Contact Details Columns

The following columns display in the Contact Details window.

Contact End Reasons

The following table provides descriptions for Contact End Reasons, which can be viewed by clicking a Contact ID on the Contact History report to load Contact Details window.