Monitored Calls Data Download Report

Required role: Admin

The Monitored Calls data download report displays a list of all monitoring actions taken within the selected time frame. The available data is updated every 15 minutes. The most common of these actions include monitor, coach, takeover, and barge. The interactions are pulled in from Supervisor.

This report allows you to view up to 90 days of historical data.

An example of the All Callbacks 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

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_ID	The unique, system-generated ID of the contact interaction.
Event_Type	Lists the monitoring event type. The most common types are Monitor, Coach, Takeover, and Barge.
Initiating_Agent	The supervisor who initiated the event.
Initiating_Agent_No	Initiating_Agent_No The ID number of the supervisor who initiated the event.
Target_Agent	The agent targeted by the event.
Target_Agent_No	The ID of the agent targeted by the event.
Event_Date	The date on which the event occurred.