Elastic Call Queuing Report

Required permissions: Elastic Call Queuing

The Elastic Call Queuing report gives you insights into the quality of voice interactions in your contact center. You can analyze up to 20 interactions in a single report.

You can add CXone Voice Diagnostics to Elastic Call Queuing to provide even more data. This requires special licensing. If you are a CXone partner, you can use one license to support multiple tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.

Screenshot of the Frame Viewer tab in CXone Voice Diagnostics

Your CXone Account Representative must enable Elastic Call Queuing (and CXone Voice Diagnostics if you use it). You can view the Voice Diagnostics configuration fields in your tenant. However, you should never enter or modify data in these fields. Contact your CXone Account Representative if you need to make changes to your configuration.

Use the Elastic Call Queuing Report

Screenshot showing a basic information table for an interaction and the tables of additional information that branch from the basic table

  1. Click the app selector and select Reporting.

  2. Go to Prebuilt Reports > Elastic Call Queuing.

  3. Enter the Contact ID(s) associated with the interactions you want to analyze, separated by spaces or commas.

  4. Click Search.

    Field

    Details

    DNIS

    For inbound calls, the number the contact dialed to reach your contact center. For outbound calls, the number the agent dialed.

    ANI

    Caller ID for the contact.

    Business Unit

    tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment number and name for your contact center. CXone partners who manage multiple customers may see more than one listing here.

    Traffic Type

    Type of call. This list shows each type and its associated ID:

    • -1: UnknownIncontactCallType
    • 0: AgentLegDefault
    • 1: SytelDialer
    • 2: DefaultOutbound
    • 3: BlindXfer
    • 4: ReskillOutbound
    • 5: FaxOutbound
    • 6: TestTraffic
    • 7: VerintCallRecorder
    • 8: OutboundToTTS
    • 9: OutboundToConference
    • 10: OutboundToASR
    • 11: OutboundSMS
    • 12: NaturalCallingDialer
    • 14: Range1777 (Hosted VOIP)
    • 15: DiscoveryRecorder
    • 100: InboundPOC
    • 101: ReskillInbound
    • 102: InboundToAgent
    • 103: InboundToReAgent
    • 104: InboundToTakeOver
    • 105: InboundSMS
    Line Type

    Type of line. This list shows each line type and its associated ID:

    • -1: Unknown_Line_Type
    • 0: PSTN_Landline
    • 1: PSTN_Wireless
    • 2: Toll_Free
    • 3: Line_Info_Blocked
    • 4: inContact_ASX_Hosted_VOIP
    • 5: inContact_Broadsoft_Hosted_VOIP
    • 6: inContact_Dedicated_Outbound
    • 7: Cloud_Connect_Inbound
    • 8: inCloud
    • 9: inContact_Dedicated_International_Inbound
    • 10: inContact_Internal_System_Leg
    Inbound MoS The Mean Opinion Score coming from outside to a CXone device. This score ranks the quality in a voice session on an industry-standard scale.

  5. Click the row of the interaction you want to view. The specific interaction table appears.

    The specific interaction table shows the contact ID, traffic type, agent, skill, script, start time, end time, duraction, and call events.

    When you click on an interaction, this table appears on the left, as shown in the image above. It includes some fields from the drop-down in the preceding step, including Contact ID, Start Time, End Time, and Traffic Type. It also includes these additional details:

    Field

    Details

    Agent

    The unique ID and name of the agent who handled the interaction.
    Skill The skill associated with the point of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. for the interaction.
    Script The script associated with the point of contact for the interaction.
    Duration The duration of the interaction in HH:MM:SS format.
    Call Events The number of events that occurred during the interaction.

  6. Click the value in Contact ID for a table of additional information about the interaction. This small table is the first to branch from the specific interaction table. You can click MegaLadder or CXone Voice Diagnostics to view quality of service data in a new browser tab. You may also see Contact IDs for interactions related to this one. Click one of these Contact IDs to add it to the Elastic Call Queuing report and view its details.

    The Associated IDs table, showing associated Contact ID numbers. It also shows clickable options for Megaladder and CXone Voice Diagnostics.

  7. Click the value in Traffic Type to view a table with more information about the call traffic and routing. This table is the second to branch from the specific interaction table.

    The Traffic Info table, showing data for Routing Label, Devices, and Trunk Group.

    Field

    Details
    Routing Label Route label specified by the tenant for outbound SIP. Inbound calls do not have a value for this field.

    Devices

    Device type that originated the interaction.
    Trunk Group Extension used to send the call into your environment.

  8. Click the value in Agent ID to view a table of additional agent associations. This table is the third to branch from the specific interaction table.

    The Agent Associations table, with data for Agent ID, Agent Session ID, Routing Label, Devices, and Trunk Group.

    Field

    Details

    Agent ID

    Unique ID assigned to the agent.

    Agent Session ID

    Unique ID assigned to the agent's login session during which the interaction occurred.
    Routing Label Route label specified by the tenant for outbound SIP. Inbound calls do not have a value for this field.

    Devices

    Device type that originated the interaction.
    Trunk Group Extension used to send the call into your environment.

  9. Click the value in Call Events to view a table of events that happened during the interaction. This table is the last to branch from the specific interaction table.

    The Call Events table, with columns for Event, Timestamp, and Duration.

    The basic table shows the event, when in the interaction it happened, and how long it lasted. If you hover over an event with your cursor, you can see additional details as explained in this table.

    Field

    Details
    CallHistoryEventId Primary key and identity.

    TimeStamp

    UTC time of the event.
    CallHistoryEventTypeId ID associated with the call history event type of the interaction. See the next section.
    CallHistoryEventType

    Type of event. This list contains each call history event type and its associated ID:

    • -1: UNDEFINED_EVENT

    Pre-connect events

    • 0: NEW_INBOUND_CALL
    • 1: INBOUND_CALL_REJECTED
    • 2: INBOUND_CALL_DISCONNECTED_BEFORE_ANSWERED
    • 3: INBOUND_CALL_ANSWERED
    • 4: OUTBOUND_CALL_PLACED
    • 5: OUTBOUND_CALL_CANCELED
    • 6: OUTBOUND_CALL_FAILED
    • 7: OUTBOUND_CALL_CONNECTED

    Post-connect events

    • 8: CALL_DISCONNECTED
    • 9: CALL RETRIEVED BY MEDIASERVER
    • 10: REMOTE_GATEWAY_CHANGED
    • 11: MISSING_RTP_PACKETS_DETECTED
    • 12: CALL_SWITCHED_TO_FAX_MODE

    Context events

    • 13: LINKED_TO
    • 14: LINKED_TO_BY
    • 15: UNLINKED_FROM
    • 16: UNLINKED_FROM_BY
    • 17: RETRIEVE_FAILED
    MediaServer Name of the media server processing the call.
    CallHandle Call handle of the interaction on the media server. If the call hasn't been assigned a handle yet, there is no value.
    CauseCode Cause code for the end or failure of a connection. If the event is not an end event, there is no value.
    ContactId Unique ID assigned to the interaction.
    PeerContactId Unique ID assigned to a peer call connected to the call. It's populated on the link and unlink events. For all other events, there is no value.
    ContextId ID indicating the conversation of a call and all legs connected to the call.
    Bus_no ID of the tenant associated with the interaction.
    ContactEndReasonId ID associated with the contact end reason of the interaction.
    ContactEndReason Reason the interaction ended.