Contents
- Introduction
- Access to Reports and Records
- Interaction Records
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Agent Timeline
- Detail Reports
- General Information About Detail Reports
- Agent Activity Report
- Agent Activity CSV Report
- Call Detail Report
- Call Detail CSV Report
- Email Detail Report
- Internal Chats Report
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Email Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Monthly Concurrent Users Report
- Dispositions in Time Report
- Email Service Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) Report
- Carrier Usage
- Campaign Results
- Recordings Details
- 1 Recordings Details Format
Recordings Details Format
The table on this page 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.
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 > 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
| 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 |