CDR Plus Disposition Notes Report
Required permissions: Data Download
The CDR Plus Disposition Notes data download report displays information about all conversations in your system for the specified time period, including the agent, team, campaign, skill
, and so forth, that handled the call, how the contact's time was spent, and information about the dispositions
assigned to the contact. It contains the same information as the following reports:
- Call Detail w/Recordings Report
- Expanded Call Detail Report
- Call Detail w/Callback Time Report
- Call Detail (Comprehensive) Report
- Detail (Comprehensive w/Hold) Report
In addition to the metrics contained in those reports, it also displays the dispositions applied to the contact and any notes the agent took.
![An example of the CDR Plus Disposition Notes data download report output.](../images/loc_reportingdatadownloadcdrplusdispositionnotes.png)
Select Report Option
You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.
Columns
Contact_ID |
The unique, system-generated ID of the contact. |
Master_Contact_ID |
The unique, system-generated ID of the master or parent of the contact interaction. The master contact ID There is a parent child relationship on all contacts that are created from the original contact. The masterId of the contact is the parent that created it, meaning for subsequent transfers from the original contact, the masterId will be the transferred contact that created it. |
Contact_Code |
The unique, system-generated ID of the point of contact. |
Media_Name |
The media type or channel |
Contact_Name |
The point of contact value or description, such as the phone number or email address |
ANI_Dialnum |
The name of the contact, or the phone number associated with the contact. |
Skill_No |
The unique, system-generated ID of the skill |
Skill_Name |
The name of the skill |
Campaign_No |
The unique, system-generated ID of the campaign |
Campaign_Name |
The name of the campaign |
Agent_No |
The unique, system-generated ID of the agent |
Agent_Name |
The first and last name of the agent |
Team_No |
The unique, system-generated ID of the team the agent |
Team_Name |
The name of the team the agent |
SLA |
A code indicating whether the contact was handled within the required SLA. It is one of the following codes:
|
Start_Date |
The date within the specified time period on which the |
Start_Time |
The time on the Start_Date at which the |
Prequeue |
The amount of time in seconds the contact spent in the prequeue state. |
Inqueue |
The amount of time in seconds the contact spent in the queue. |
Agent_Time |
The amount of time in seconds the contact spent conversing with an agent. |
Postqueue |
The amount of time in seconds the contact spent on the line after the agent hung up. |
ACW_Time |
The amount of time |
Total_Time_Plus_Disposition |
The total amount of time in seconds the contact spent logged in to the CXone Mpower system on the date specified. It is calculated by adding the times associated with all contact states for every contact entering the IVR plus the ACW |
Abandon_Time |
The amount of time
|
Routing_Time |
The amount of time in seconds it took to route the contact to an agent. This count is included in the Inqueue time. |
Abandon |
Whether or not the contact abandoned the call before its completion. Y means the contact abandoned the call and N means the contact did not abandon the call. |
Callback_Time |
The amount of time in seconds the contact spent in the callback |
Logged |
Whether or not the call was logged. It is one of the following values:
|
Hold_Time |
The amount of time in seconds the contact spent on hold. |
Disp_Code |
The unique ID associated with the disposition |
Disp_Name |
The name of the disposition |
Disp_Comments |
Comments the agent entered about the contact as part of setting the disposition |
Tags |
A comma-delimited list of tags the agent attached to the contact. |