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<translate>= Recordings Details Format=
 
<translate>= Recordings Details Format=
The table on this page describes the fields of the data file that accompanies the [[contact-center-administrator-guide/ResultsTab|export of call recordings]] and maps them to the available components of configurable file names that are assigned to recordings during export. The file is exported in .CSV format and contains details of the corresponding calls, which may facilitate a search for specific recordings once they have been exported out of the system.  
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The following table describes the fields of the data file that accompanies the [[contact-center-administrator-guide/ResultsTab|export of call recordings]] and maps them to the available components of configurable file names that are assigned to recordings during export. The file is exported in .CSV format and contains details of the corresponding calls, which may facilitate a search for specific recordings once they have been exported out of the system.  
  
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Note that conference calls produce multiple recordings corresponding to the number of participating agents. The recording details file in this case will contain a separate record for each recording.
  
== Segmented Recordings ==
 
Conference calls produce multiple recordings corresponding to the number of participating agents. The recording details file in this case will contain a separate record for each agent segment recording.
 
  
In ''Contact Center Administrator > Services & Campaigns > [[Contact-center-administrator-guide/ResultsTab | Results Tab]]'', if '''recordings of agent segments''' is selected as the type of content to export, the system will produce metadata files for the exported call segments in the current metadata format.
 
 
The current meaning of all fields is preserved (as described in the table below), where "call" means the complete call that the given segment is part of, except for the following:
 
* '''Start Time''' means the start time of the voice segment
 
* All agent fields (''agent loginId'', ''Agent First Name'', ''Agent Last Name'') should point to the agent who handled the given segment or scenario name for an IVR segment
 
* '''Service''' should contain the service that was associated with the interaction at the end of the given segment
 
* '''Talk Time''' means the talk time of the given call segment
 
* '''RecordingId''' means the name of the file containing the given voice segment
 
* '''Global Interaction ID''' of all segments will be inherited from the interaction that those segments are part of
 
 
 
== Data Fields for Call Recordings ==
 
 
{|border="1" style="border-collapse:collapse" cellpadding="5"
 
{|border="1" style="border-collapse:collapse" cellpadding="5"
 
|'''Field Name'''
 
|'''Field Name'''

Revision as of 18:36, 17 August 2018

• 3.10 • 3.11 • 3.12 • 3.13 • 3.14 • 3.15 • 3.16 • 3.17 • 3.18

Recordings Details Format

The following table describes the fields of the data file that accompanies the export of call recordings and maps them to the available components of configurable file names that are assigned to recordings during export. The file is exported in .CSV format and contains details of the corresponding calls, which may facilitate a search for specific recordings once they have been exported out of the system.

Note that conference calls produce multiple recordings corresponding to the number of participating agents. The recording details file in this case will contain a separate record for each recording.


Field Name File Name Component Description
Agent First Name $(agentFirstName) First name of the agent who last handled this call
Agent Last Name $(agentLastName) Last name of the agent who last handled this call
Agent loginId $(agent) Username of the agent who last handled this call
Customer phone $(customerPhone) Customer’s phone number (technically, the phone number of the party opposite to the above agent)
Direction $(direction) Call direction, Inbound or Outbound
Disposition $(disposition) Call disposition
Export status N/A An indicator of whether the recording was actually exported (success) or the recording was never found (failed)
Flagged $(flagged) An indicator of whether the call was flagged
Global Interaction ID $(globalInteractionId) Global interaction identifier of this call; note that there may be more than one call recording file with the same identifier
N/A $(callDuration) Overall call duration
N/A $(callHour) Ordinal number of the hour (from 00 to 23) during which the call started
N/A $(currentDate) The value is set to the date when the recording is exported.
N/A $(currentTime) The value is set to the time when the recording is exported.
N/A $(uniqueId) Unique identifier assigned to this recording; unlike Global Interaction ID (above), this value is unique for each exported recording
Notes N/A Call notes entered for by the agent
RecordingId N/A Name of the file that contains the recording of this call
Service $(service) Name of the service or campaign associated with this call
Start Time $(callDate), $(callTime) Date and time of call or segment start
Talk Time N/A Total talk time of this call
Voice Signature $(voiceSignature) An indicator of whether the recording contains a voice signature
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