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 Experience. 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.

Working with Business Intelligence (BI) reports

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

Go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.
When you are finished changing the report parameters, click Run.

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 skill 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 state The availability status of an agent.
Channel Name	The channel A way for contacts to interact with agents or bots. A channel can be 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	DNIS 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	ANI 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 the agent is configured for omnichannel 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 the agent handled at once. For example, the 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 contact work 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 agent.
Conference Time	The total amount of time the interaction was in a conference. A conference is when multiple parties are actively communicating together.
Consult Count	The total number of times the agent placed a contact on hold and consulted another user. In a consult, the agent temporarily places the contact on hold while communicating with another user.
Consult Time	The total amount of time the agent placed the contact on hold and consulted another 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.