Call Detail with Recordings Data Download Report

Required role: Admin

The Call Detail with Recordings data download report shows information about a call, including contact and agent information, whether the call was abandoned Call that enters the contact center system, but the caller ends the call before reaching an agent. or logged, and how much time was spent in each state The availability status of an agent. during the call.

An example of the Call Detail with Recordings data download report output.

Select Report Option

See Data Download Reports Reference for details about all options available in the Select Report Option section when you run a data download report.

Columns

Contact_ID	The unique, system-generated ID of the contact interaction.
Master_Contact_ID	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.
Contact_Code	The point of contact value or description, such as the phone number or email address the contact used to connect with an agent.
Skill_No	The unique, system-generated ID of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge the contact entered. This is the skill associated with the point of contact.
Campaign_No	The unique, system-generated ID of the campaign to which the skill that handled the contact belongs.
Agent_No	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.
Team_No	The unique, system-generated ID of the team to which the last agent who handled the contact belongs.
Disposition_Code	Disposition_Code 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.
SLA	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.
Start_Date	The date within the specified time period on which the contact entered the system or had valid activity. It has a format of MM/DD/YYYY.
Prequeue_time	The amount of time in seconds the contact spent in the prequeue state.
Inqueue_time	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. The total amount of time the contacts who entered the on the indicated date spent conversing with an agent.
Postqueue_time	The amount of time in seconds the contact spent on the line after the agent hung up.
Abandon_Time	The amount of time in milliseconds the contact spent in the system before abandoning the call. The value is 0 unless the Abandon column is Y.
Abandon	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.
Logged	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