Report source: DW
Report refresh rate: 10 seconds
The Contact History report provides a detailed list of contacts handled for a selected time frame. The report defaults to the current day. This report is limited to 56 pages of contacts.
This report will time out after 20 minutes.
You can find contacts by date or locate a specific interaction by entering the Contact ID
A unique numerical identifier assigned to each contact. or Master Contact ID The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times. into the search box. Clicking on an individual contact opens the Contact Details window.
Viewing Refused Calls
The Contact History report enables you to view calls that were considered refused. A refused call in the Contact History report does not necessarily mean the contact was lost or that a serious problem occurred that requires attention. Sometimes a call is considered refused because it was redirected to another agent; in this situation, the contact is often unaware that anything unusual has occurred. Refusals are not a concern unless an agent experiences consistent refusal rates or the overall refusal rates are increasing. Some refusal reasons may have associated telephony standard cause codes associated with them. This code is sent from the call carrier network to the platform and then associated with the contact. When this occurs, the cause code is listed.
Cause codes 0, 16 and 255 are normal releases of a contact and should be associated with contacts.
- In the Contact Details window, click the Contact Options tab.
- Configure the report parameters how you want them, then set the Show Refused option to Yes and select the Display Extended Data checkbox.
Uncompressed calls can be played directly but compressed calls must be downloaded before they can be played. Compressed calls will be downloaded as MP3 files.
Columns
Not all of the fields below appear by default in the platform interface. If you click Display Extended Data, click Apply Options, and then export the report data to an Excel spreadsheet, you will see all of the fields described below.
| Column | Description |
|---|---|
| Contact ID | The contact ID A unique numerical identifier assigned to each contact. is a hyperlink that will open the Contact Detail Report. |
| Media Type | Media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. used by the contact (phone, email, chat, voicemail, etc.). |
| Skill | The Used to automate delivery of interactions based on agent skills, abilities, and knowledge associated with the contact when the contact ended. |
| Agent | The Agent ID of the agent that handled the contact. |
| Team | The ID of the team to which the agent that handled the contact is assigned. |
| DNIS/To | The DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. (or Point of Contact phone number the customer calls) or To email address the customer contacted. |
| ANI/From | The ANI Also known as caller ID. Listed phone number of an incoming voice call. or From email address that the customer used. |
| Phone Type | Landline or Cell. |
| Start Time | The date and time the contact was initiated. |
| Duration | The sum of time of all contact states for a specific contact. Contact states can consist of states such as PreQueue, InQueue, Callback, or Active. This field is formatted in HH:MM:SS. |
| Logged | An indicator showing that the contact was recorded. If the contact was recorded, you can listen and view the contact in the Contact Detail Report. |
| Primary Disposition | Shows the final disposition Result that the agent or system assigns to the contact when the interaction ends. of the contact. |
| Contact Type |
0 = Original Contact 1 = Skill Transfer 2 = Agent Transfer 3 = Consult Transfer 4 = Takeover |
| Survey | An indicator showing if the contact had a survey completed using the Survey module. |
| Scored | An indicator showing if the contact was scored in the Quality Management module. |
| Refuse Time | The time the refusal occurred. |
| Refuse Reason | The reason the contact was refused. |
| Routing | Number of times the contact entered the Routing state. |
| Active | Number of times the contact entered the Active state. |
| Hold | Number of times the contact entered the Hold state. |
| Busy | Number of times the contact entered the Busy state. |
| Outbound | Flag indicating an outbound contact. |
| Transfer | Flag indicating a transferred contact. |
| Abandon | Flag indicating that the contact was abandoned. |
| Short Abandon | Flag indicating that the contact was short abandoned. |
| Dialing Error | Flag indicating that a dialing error occurred with the contact. |
| Callback | Number of times the contact entered the Callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state. |
| Post Queue | Number of times the contact entered the PostQueue state. |
| Other | Number of times the contact entered the Other state. |
| Script Name | Name of the script that the contact routed through in the IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.. |
| Cause Code | Corresponds to the telephony network call completion code. |
| Landline vs. Cellphone | Provides an indication of whether the call originated from a landline or cellphone. |
| Tags | A comma-delimited list of tags applied to the contact by an agent using MAX. |
Contact Details Page
Details about a specific contact can be viewed by clicking on the Contact ID in the Contact History report list.
From this page, you can retrieve recorded calls, chats, and SMS messages. You can also view chat and SMS transcripts and manually delete chat transcripts. Transcripts and call recordings are available through this report as long as the files still exist in active storage. Once the files are moved to SEA (secure external access) or to your external storage, they are no longer accessible through this report.
If you captured variables in the script using the savetodb Studio function, the variables and the values entered by the contact are visible in a Published Variables tab. This tab only appears if there are variables to display; if the contact did not enter any values or this function is not present in the script, this tab does not display.
Columns
| Column | Description |
|---|---|
| ID | The contact ID A unique numerical identifier assigned to each contact. is a hyperlink that will open the Contact Detail Report. |
| Master ID | The master or parent ID for one or more related contacts. |
| Media | Media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. used by the contact (phone, email, chat, voicemail, etc.). |
| DNIS | The DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. (or Point of Contact phone number the customer calls) or To email address the customer contacted. |
| Skill | The Used to automate delivery of interactions based on agent skills, abilities, and knowledge associated with the contact when the contact ended. |
| ANI | The ANI Also known as caller ID. Listed phone number of an incoming voice call. or From email address that the customer used. |
| Agent | The Agent ID of the agent that handled the contact. |
| Start Time | The date and time the contact was initiated. |
| Team | The ID of the team to which the agent that handled the contact is assigned. |
| Duration | The sum of time of all contact states for a specific contact. Contact states can consist of states such as PreQueue, InQueue, Callback, or Active. This field is formatted in HH:MM:SS. |
| Primary Disposition | Shows the final disposition Result that the agent or system assigns to the contact when the interaction ends. of the contact. |
| Tags | A comma-delimited list of tags applied to the contact by an agent using MAX. |
Contact End Reasons
| ID | Contact End Reasons | Description |
|---|---|---|
| 1 | WI Ended Internally | Work Item Customizable method of delivering contacts to an agent via Studio scripts. ended internally |
| 2 | WI Ended Externally | Work Item Customizable method of delivering contacts to an agent via Studio scripts. ended outside of the system |
| 3 | Contact Hung Up/Phone Hung Up | The caller hung up |
| 4 | Agent Phone Disconnected | The agent physically hung up the phone to end the call |
| 5 | Agent Hung Up | The agent ended the call in the agent application |
| 6 | Outbound Call Failed With CauseCode | The outbound call couldn’t connect (no answer, busy, error) |
| 7 | Outbound Call Script was Interrupted | The script started an outbound call but was interrupted |
| 8 | Outbound Call Peer Hang Up | The connecting leg An active piece of a call that connects between routers, gateways, or telephony devices. was disconnected |
| 9 | Outbound Call No Answer Time Out | The system hit the pre-configured timeout for ringing |
| 10 | Outbound Call No Media Server Capacity | This code is rare. It means the platform has no more capacity and calls can’t be placed |
| 11 | Outbound Call Pre-link Error | There was an error in the call before it was linked up |
| 12 | Outbound Call Hung Up During AMD | The user hung up during the Answering Machine Detection |
| 13 | Outbound Call Busy | The resulting line was busy |
| 14 | Outbound Call Invalid Number | The number dialed was invalid |
| 15 | Outbound Call Number Changed | The number dialed has been changed |
| 16 | Outbound Call Network busy | The number was dialed and was busy |
| 17 | Outbound Call Error | This is a generic error for outbound error |
| 18 | Call Blind Transferred | The call was blind transferred by script |
| 19 | Outbound Call Number Disconnected | The number called is disconnected |
| 20 | End Chat - Patron | The patron ended the chat session |
| 21 | End Chat - Agent | The agent ended the chat session |
| 22 | End Chat - System (timeout) | The system ended the chat session |
| 23 | Admin End via Report or Script | Admin user ends contact through the Dashboard, a Report, or Supervisor |
| 24 | Contact Hang Up via Script | A contact selected a script option to end the call |