Digital Engagement CDR Data Download Report

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

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

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 contact.

This metric is associated with the Digital Media Type and indicates which digital channel was used. Examples include Twitter and What's App.

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

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

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.

The name of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge that handled the contact.

The unique, system-generated ID of the campaign to which the skill that handled the contact belongs.

The name of the campaign A grouping of skills used to run reports. to which the skill that handled the contact belongs.

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 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 team to which the last agent who handled the contact belongs.

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

The time on the Start_Date at which the contact entered the system. It has a format of HH:MM:SS.

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

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

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.

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

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 contact spent in the system before abandoning the call. The value is 0 unless the Abandon column is Y.

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

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 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.

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 amount of time in seconds the contact spent on hold.

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

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