Data Download Metrics

Whether or not the contact abandon the call before its completion. Y means the contact abandoned the call and N means the contact did not abandon the call.

The total number of contacts who abandoned the connection to the skillpoint of contact before being handled by an agent.

The amount of time the contacts spent in the system through the point of contact before abandoning the call. The value is 0 unless the Abandon column is Y.

The percent of contacts who entered the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the indicated date that abandoned the call.

The percent of total time logged in the agentagents on the skillteamcampaign spent handling contacts or in an available state The availability status of an agent., waiting to handle another contact. The value is (ACD_Time + Outbound_Time + Available_Time) / Total_Time.

The total amount of time in minutesseconds the agentskillteamcampaign spent handling inbound and outbound calls.

The amount of time in seconds the agent spent doing after call work after conversing with the contact.

The amount of time in milliseconds the agent spent doing after call work after conversing with the contact.

The date and time an agent schedule the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.the station was created. It follows the format MM/DD/YYY HH:MM, military time.

The total number of contacts who entered the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge on start_date that were delivered to an agent.

The name of the agent who handled the interaction as displayed in the agent's NICE CXone user profile. If more than one agent handled the interaction, it is the name of the last agent who handled the interaction.

The unique, system-generated ID of the agent who handled the contact. If more than one agent handled the contact, it is the ID of the last agent to handle the contact.

The unique, system-generated ID of the agent login session.

The code corresponding to the state The availability status of an agent. the agent was in.

The Agent States report provides details for individual codes.

The amount of time in seconds the contact spent conversing with an agent.

The total amount of time the contacts who entered the skillsystem using the point of contact on the indicated date spent conversing with an agent.

Indicates that the agent was configured for Digital Engagement during the specified billing month (requires that you have Digital First Omnichannel.

The unique ID associated with the disposition Result that the agent or system assigns to the contact when the interaction ends. assigned to the contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

The name of the disposition Result that the agent or system assigns to the contact when the interaction ends. assigned to the contact. For a list of system disposition codes and their associated dispositions, see System Disposition Values.

The unique ID of the agent.

The name of the agent.

The name of the contact, or the phone number associated with the contact.

Whether or not the agent works from home as specified in the user profile under the User Properties tab. The value is either TRUE, meaning the agent works from home, or FALSE, meaning the agent does not work from home.

The number of times the dialer has attempted to reach the contact.

Whether the agent is currently available. The value is one of 0 (not available) or 1 (available).

The total amount of time in minutesseconds the agentskillteamcampaign spent in an available state The availability status of an agent., waiting to handle another contact.

The average amount of time in minutesseconds the agentskillteamcampaign spent handling each inbound call.

The average amount of time in minutesseconds the agentskillteamcampaign spent handling each outbound call.

The average amount of time in minutes contacts spent in the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the date indicated. The system calculates this field by dividing the total time contacts who used the skill spent in the system on the date indicated by the total number of contacts on the skill that day.

The first day of the billing month.

The date and time on which the call was blocked. It follows the format MM/DD/YYYY HH:MM, military time.

The ID of the business unit to which the agent belongs.

Indicates that the tenant is configured for Digital Engagement (requires that you have Digital First Omnichannel).

The ID of the to which the agent belongs.

The amount of time in seconds the contact spent in the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state.

The name of the agent who scheduled a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with this contact, as specified in the agent's user profile.

The unique, system-generated ID of the agent who scheduled a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with this contact.

The date and time for which the agent scheduled a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with the contact. It follows the format MM/DD/YYYY HH:MM, military time.

The phone number at which the contact requested the agent call back.

The amount of time in seconds that the call to the contact lasted.

The date and time on which the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. occurred. It follows the format MM/DD/YYYY HH:MM, military time.

The phone number a contact sees when an agent calls from this station.

The phone number the contact will see associated with your contact center on the caller ID.

If the contact requested a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue., the date and time at which system will begin attempting to call the contact back. It follows the format MM/DD/YYYY HH:MM, military time.

The name of the campaign A grouping of skills used to run reports. to which the point of contact's default skillthe skillthe skill that handled the contactthe agent's skill belongs.

The unique, system-generated ID of the campaign to which the point of contact's default skillthe skillthe skill that handled the contactthe agent's skill belongs.

The date and time the skillstation was last modified. It follows the format MM/DD/YYY HH:MM, military time.

The amount of time in seconds an agent can be idle in an active chat before it is automatically disconnected, as specified in the agent's user profile.

Indicates whether or not an agent is required to write notes when setting the disposition Result that the agent or system assigns to the contact when the interaction ends..

A boolean value indicating whether the record requires compliance (TRUE) or does not require compliance (FALSE).

A boolean value indicating whether the record requires the agent to accept or reject the call (TRUE) or does not require agent acceptance to dial (FALSE).

The point of contact value or description, such as the phone number or email address the contact used to connect with an agent.

The unique, system-generated ID of the contact interaction.

The unique name of the contact.

The delivery mode of the contact, if the contact requires compliance. If ComplianceRecord is TRUE, it is one of the following:

• None — The system does not deliver the contact because it requires compliance.
• ClickToCall — The agent must click a button to dial contacts that require compliance.
• ManualDialWithKeypad — The agent must manually dial contacts the require compliance.
• ManualDialWithKeypadAutoCorrect — The agent must manually dial contacts that require compliance but the system automatically corrects the number if the agent enters it incorrectly.
• DialOutsideinContactNetwork — The agent must call contacts that require compliance outside the platform.

The custom fields assigned to the agent as specified in the user profile under the User Properties tab.

The name of the variable the script published.

The value associated with the variable the script published for the contact. This field is limited to 400 characters.

The date within the specified time period on which the events in the row occurred. It has a format of MM/DD/YYYY.

The date and time the contact was last called. It follows the format MM/DD/YYYY HH:MM, military time.

The date and time the dialer last reached the contact. It follows the format MM/DD/YYYY HH:MM, military time.

The date during the specified billing month when the agent was updated with a digital skill.

The date the agent was given a voice skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If the date is the first day of the billing month, the agent was updated on that date, or was updated with a voice skill in a previous billing month. No date means the agent does not have a voice skill.

The unique, system-generated ID of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge associated with the point of contact.

A boolean value indicating whether the contact was, or will be, delivered as an agent-specific callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. (TRUE) or not (FALSE).

A boolean value indicating whether the contact was, or will be, delivered as a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. (TRUE) or not (FALSE).

A boolean value indicating whether the record was delivered to an agent as a compliance record (TRUE) or was delivered as a non-compliance record (FALSE).

A boolean value indicating whether the record was delivered to an agent requiring an acceptance (TRUE) or was delivered without confirmation required (FALSE).

A boolean value indicating whether the contact was, or will be, delivered as a priority Skill-based designation of the importance of contacts that determines delivery order. contact (TRUE) or not (FALSE).

The label associated with the agent state codeagent state codepoint of contact.

The number of minutes an agent signed into the station can be idle before being automatically disconnected.

Comments the agent entered about the contact as part of setting the disposition Result that the agent or system assigns to the contact when the interaction ends..

The order in which the disposition Result that the agent or system assigns to the contact when the interaction ends. appears in the list of available dispositions for the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge when an agent does after call work.

The name of the disposition Result that the agent or system assigns to the contact when the interaction ends. assigned to the skill for agent use assigned to the contact.

The point of contact the contact used to enter the system. This can be a phone number, email address, or chat code.

The total number of seconds the agent spent in the state The availability status of an agent. that day.

The email address of the agent.

The agent's employment type as specified in the user profile under the User Properties tab. The value is one of Full-Time, Part-Time, Temporary, Outsourced, or Other.

The unique ID assigned to the contact record in the calling list.

The current status of the record. It can indicate that the contact is finalized or still active.

The first name of the agent. For commitments, the text entered in the First Name field by the agent.

Identifies the agent or customer submitting the SMS message.

The phone number the contact dialed from when the call was blocked.

The first and last name of the agent who refused the contact.

The code corresponding to the half hour of the day that the activity occurred. Each half hour is numbered 1-48 starting with 1 at 12:00 AM - 12:30 AM and ending with 48 at 11:30 PM - 12:00 AM.

Indicates whether the agent is currently assigned a voice ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

The total number of contacts the agentagents on the skillteamcampaign placed on hold who disconnected before the communication resumed.

The agent's hire date as specified in the user profile under the User Properties tab.

The hiring source of the agent as specified in the user profile under the User Properties tab.

The amount of time in seconds the contact spent on hold.

The number of the hour in the day that the events in the row occurred, numbered 1-24. It starts with 12:00 AM—1:00 AM as hour 1 and ends with 11:00 PM — 12:00 AM as hour 24.

The agent's hourly salary as specified in the user profile under the User Properties tab.

The total number of contacts who entered the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge through the point of contact on the date indicated that were handled within the required SLA.

The total number of inbound contacts the agentskillteamcampaign handled in the indicated time period.

The percent of total time the logged-in agentagents on the skillteamcampaign spent handling contacts. The value is (ACD_Time + Outbound_Time) / Total_Time.

The amount of time in seconds the contact spent in the queue.

The date and time the agent last logged in to the system. It follows the format MM/DD/YYYY HH:MM, military time.

The last name of the agent. For commitments, the text entered in the Last Name field by the agent.

The amount of time in seconds the last call the dialer placed to the contact lasted.

The date and time an agent last logged in to the station. It follows the format MM/DD/YYY HH:MM, military time.

The location of the agent as specified in the user profile under the User Properties tab.

Whether or not the call was logged. It is one of the following values:

• Y — The call was logged
• N — The call was not logged

The date and time the agent logged in to the session. The date follows the format of MM/DD/YYYY, and the time follows the format of HH:MM, 12 hour AM/PM.

The date and time the agent logged out of the session. The date follows the format of MM/DD/YYYY, and the time follows the format of HH:MM, military time.

The number of seconds of the greatest amount of time a single contact spent in queue during the indicated hour for the indicated skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge .

The unique, system-generated ID of the master or parent of the contact interaction. The master contact ID A unique numerical identifier assigned to each contact. can be parent to many contact IDs. A new master contact ID will be assigned if a contact has been transferred 10 or more times.

The media type or channel A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. of the point of contact of the contact.

The type of media used. The options include the following:

• Email
• Fax
• Chat
• Phone call
• Voicemail
• Work item Customizable method of delivering contacts to an agent via Studio scripts.
• SMS
• Social
• Digital

The content of a single message sent via SMS.

The date and time the SMS message was sent.

The middle name of the agent.

The date and time the profile was last modified. It follows the format MM/DD/YYYY HH:MM, military time.

The NT login name of the agent as specified in the user profile under the User Properties tab.

The number the contact request the agent use for the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue..

The ID of the agent an interaction was originally delivered to.

The total number of contacts who entered the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge through the point of contact on the date indicated that were handled outside the required SLA.

The total number of outbound contacts the agentskill Used to automate delivery of interactions based on agent skills, abilities, and knowledgeteamcampaign handled in the indicated time period.

An integer indicated whether the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge is inbound or outbound. A value of 0 indicates an inbound skill and a value of 1 indicates an outbound skill.

The total amount of time in minutesseconds the agentskillteamcampaign spent handling outbound calls.

The unique external ID assigned to the record in the calling list.

The unique, system-generated ID of the unavailable code associated with an agent's reason for being unavailable.

The phone number associated with the agent station.

The amount of time in seconds an agent can be idle in an active call before it is automatically disconnected, as specified in the agent's user profile.

The mail phone number of the contact as specified in the calling list.

The unique, system-generated ID of the point of contact.

The point of contact value or description, such as the phone number or email address the contact used to connect with an agent.

The amount of time in seconds the contact spent on the line after the agent hung up.

The amount of time in seconds the contact spent in the prequeue state.

A boolean value indicating whether the contact is a priority Skill-based designation of the importance of contacts that determines delivery order. record to be dialed before non-priority records (TRUE) or the contact is not a priority record (FALSE).

An integer that indicates the level of proficiency the agent has in the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. It is an integer between 1 (highest) and 20 (lowest).

A comma-delimited list of all values of the custom fields mapped from the calling list.

The medium with which the dialer will attempt to contact the contact.

A code associated with the media type the dialer must use to attempt the contact. The numbers indicate the following:

• 1 — Phone call

The phone number at which the dialer will attempt to call the contact.

The unique ID of the contact record the system assigns on calling list upload for internal use.

The unique, system-generated ID of the calling list from which the record came into the system.

A brief description of the circumstances behind the agent's refusal of the contact. It could be that the notification timed out before the agent could accept the contact, an error occurred, or the agent chose to refuse the contact. The value is one of the following:

• Bad Number — The number the agent used to log in to Agent is invalid. To check the number the agent used to log in, navigate to Manage > Users. Open the agent's profile and click the Login History tab.
• Busy — The agent was using the physical phone outside the platform when the platform attempted to deliver a call to the agent. If this occurred on an inbound call, typically it means the agent forgot to change to an unavailable state The availability status of an agent. before making or receiving an out-of-network call. It might also mean you have no available ports. If this occurred on an outbound call, typically the number dialed was busy.
• Error — The delivery of the call to an agent was unsuccessful due to telephone network issues. Often this occurs due to a problem with the physical phone or the phone provider. It might require validation from the platform.
• NoAnswer — The platform was able to connect to the agent's phone and attempt to deliver the call. This typically occurs because the agent did not change the state to unavailable before stepping away. It might also indicate connectivity issues, including delay.
• LinkFailed — The attempt to link the agent line and the caller line failed. This reason requires troubleshooting to determine the cause.
• Dropped — The call successfully reached the agent but the agent disconnected before the call linked to the contact. This typically occurs when the agent leg An active piece of a call that connects between routers, gateways, or telephony devices. disconnects from the platform when a call is routing. This reason is typically caused by 1) Latency that delays the linking of the call after call delivery and the agent believing it is dead air and hanging up, or 2) The Phone # Timeout in the business unit settings or Station Timeout in the station profile settings has the same value as ACW State that allows an agent to complete work requirements after finishing an interaction. time for a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
• AgentLinkTimeout — 60 seconds passed after the call request. This typically indicates a failure to connect to the agent's phone system or provider.
• NA — The reason does not fit into any of the other categories. The call routes to another agent as with other cause codes. This reason occurs very rarely.
• (Zero) 0 Cause Code — The reason does not fit into any of the other reason categories. This reason occurs very rarely.

The name of the person who referred the agent as specified in the user profile under the User Properties tab.

The date and time when the agent refused the contact. It follows the format MM/DD/YYYY HH:MM, military time.

The total number of preview contacts the agentagents on the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledgeteamcampaign refused on the date indicated.

The agent's rehire status as specified in the user profile under the User Properties tab. The value is either Eligible or Not Eligible.

The direct manager or supervisor of the agent.

The amount of time in seconds it took to route the contact to an agent. This count is included in the Inqueue time.

The days of the week the contact said would be ideal for the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It can be any combination of the following:

• M — Monday
• T — Tuesday
• W — Wednesday
• H — Thursday
• F — Friday
• S — Saturday
• U — Sunday

The date and time on which the system will stop attempting the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It follows the format MM/DD/YYYY HH:MM, military time.

The date and time on which the system will begin to attempt the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. It follows the format MM/DD/YYYY HH:MM, military time.

The date and time the script assigned to the point of contactskill was last modified. It follows the format MM/DD/YYYY HH:MM, military time.

The unique, system-generated ID associated with the script assigned to the point of contactskill.

The path and name of the script assigned to the point of contactskill.

The unique, system-generated ID of the agent login session.

The percent of contacts who entered the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the date indicated that were handled within the required SLA.

The duration of the login session in seconds. For example, a duration of 3600 means the agent was logged in for one hour. The system determines the session duration by adding the agent's total time spent on inbound and outbound contacts, in an unavailable state The availability status of an agent., and in an available state.

The name of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to which the calling list, and the contact record, is assigned.

The name of the point of contact's defaultskill Used to automate delivery of interactions based on agent skills, abilities, and knowledge that handled the contact to which the agent belongs.

The unique, system-generated ID of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge contacts enter through the point of contact the contact entered. This is the skill associated with the point of contact to which the agent belongs.

A code indicating whether the contact was handled within the required SLA. It is one of the following codes:

• -1 — The contact never entered the queue. You may see this code if a contact was transferred, or if the contact abandons the queue before the determined Abandon Threshold amount of time.

• 0 — An agent handled the contact within the required service level.

• 1 — An agent did not handle the contact within the required service level.

The target percentage of contacts who should be delivered to an agent within the SLA_Seconds limit.

The maximum number of seconds a contact should wait in the queue before being delivered to an agent with this skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

A boolean value indicating whether the calling list from which the contact record originated is currently active (TRUE) or inactive (FALSE).

The name of the calling list from which the record came into the system.

A boolean value indicating whether the calling list from which the contact record originated has been removed (TRUE) or has not (FALSE).

The date within the specified time period on which the events in the row began to occurcontact entered the system or had valid activity. It has a format of MM/DD/YYYY.

The time on the Start_Date at which the events in the row began to occurcontact entered the system. It has a format of HH:MM:SS.

Identifier for the state that the agent was in while logged in.

The unique, system-generated ID of the agent station.

The name of the agent station.

Whether the agent state The availability status of an agent. codemedia typestationagentcampaignskill Used to automate delivery of interactions based on agent skills, abilities, and knowledgeteampoint of contact is currently active (CURR)(CURR)(CURR)(CURR)(CURR) or inactive (DISC)(DISC)(DISC)(DISC)(DISC).

The ID of the system disposition Result that the agent or system assigns to the contact when the interaction ends. assigned to the contact. See System Disposition Values for a full list of possible system dispositions.

The name of the system disposition assigned to the contact. See System Disposition Values for a full list of possible system dispositions Result that the agent or system assigns to the contact when the interaction ends..

A comma-delimited list of tags the agent attached to the contact.

The unique, system-generated ID of the agent to whom the dialer first attempts to deliver the contact before using other agents.

The name of the agent to whom the dialer first attempts to deliver the contact before using other agents.

The name of the team to which the agent to which the last agent who handled the contact belongsbelongs.

The unique, system-generated ID of the team to which the agent to which the last agent who handled the contact belongsbelongs.

The agent's termination date as specified in the user profile under the User Properties tab.

The agent's time zone as specified in the agent's user profile.

The phone number the contact dialed when the call was blocked.

The total number of contacts who entered the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge on the date indicated.

The total amount of time in minutesseconds the agentskillcontactcontacts who entered the skill spent in the skill logged in to the NICE CXone systemin the NICE CXone system on the date indicated.

The total amount of time in seconds the contact spent logged in to the NICE CXone 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 State that allows an agent to complete work requirements after finishing an interaction. time.

The total amount of time in minutesseconds the agentskillteamcampaign spent in an unavailable state The availability status of an agent., unable to handle another contact.

Indicates whether or not an agent can write notes when setting the disposition Result that the agent or system assigns to the contact when the interaction ends..

The username of the agent, or the username before the '@' in the agent's login username.

The amount of time in seconds an agent can be idle in an active call before it is automatically disconnected.

The number of the week in the year that the events in the row occurred, numbered 1-52. For example, the first week in January is week 1.

The number of the day in the week that the events in the row occurred, numbered 1-7. It starts with Sunday as day 1 and ends with Saturday as day 7. For example, Monday is day 2 of the week.

Whether the agent is currently handling a contact. It is one of 0 (not working), 1 (on an inbound contact), 2 (on an outbound contact), 3 (on an outbound consult), or 4 (on an inbound consult).