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Call Detail Report

This report provides detailed records of interactions in chronological order. A combination of filters From Phone, Original Destination Phone, and Connected To Phone allows you to request this report for interactions originated from specific phone numbers, made to specific service numbers, and connected to specific phone numbers. .

Note:This report provides records for voice and chat interactions only. Email interaction records appear in the Email Detail Report.

Metric Name	Description
Date	For inbound interactions, the date when the interaction entered the system. For internal and outbound calls, the date when the call was initiated.
Time	For inbound interactions, the time when the interaction entered the system. For internal and outbound calls, the time when the call was initiated.
Type	Call type. Can be one of the following: Inbound Inbound Chat Outbound Internal External (a call where all parties are external)
IVR	The amount of time that this call spent in IVR.
Queue time	The amount of time that this interaction spent in the service queue.
Dialing/Ringing	For inbound calls, duration of call ringing phase from the moment the call was distributed to an extension and until it was either answered or abandoned. For internal and outbound calls, duration of call dialing phase from the moment the dialed number was received by the system and until the call was either answered or abandoned.
Talk	Total call talk time. Excludes hold time. For chats, total in-focus time (the time the interaction was selected in the active communications lists of the agents who processed it.)
Hold	Total time the call spent on hold. For chats, total out-of-focus time (the time the interaction spent at the agents’ desktops excluding the Talk time.)
Wrap-up time	The amount of time the agents spent doing after-call work related to this interaction.
Duration	For calls and chats, total duration of the interaction from the moment it entered the system or was initiated and until it was released. Note that transferred interactions produce multiple records in this report, where the first record shows Duration as an empty string and the last record shows the total interaction duration.
From	The address from which the interaction was originated. For inbound calls, Caller ID. For outbound and internal calls, the extension from which the call was dialed. For chats, the IP address of the originating computer.
Original Destination	The original destination of the interaction. For inbound calls, the number originally dialed by the caller. For chats, name of the Mobile/Web scenario entry.
Connected to	Name (if known) of the party that answered the call/chat.
Connected to #	For calls, phone number of the destination where the call was answered.
Scenario	Name of the first scenario that was used to process this interaction.
Service/Campaign	Name of the service or campaign associated with this interaction. If the interaction was re-categorized or transferred to a different service, each such event will produce a new record with a new service name.
Transferred from	In case this interaction originated by way of transfer, the extension that this interaction was transferred from.
Agent Disposition	Disposition assigned to this interaction by the agent.
Notes	Free-text notes provided by the agent for this interaction.
Disposition	Provides information about how the interaction ended. Can be one of the following: Caller Terminated: call/chat terminated by the calling party (after the call was answered) Callee Terminated: call/chat terminated by the called party Rejected/Busy: outbound call did not complete because the destination was busy or did not answer within a timeout Network Busy: outbound call did not complete because of the network congestion System Disconnected: call/chat was disconnected by the system Abandoned in IVR: call terminated by the caller while in the IVR application Abandoned in queue: call/chat terminated by the caller while waiting in queue; to distinguish normal abandoned calls from short-abandoned, use field In SL below Abandoned ringing: call/chat terminated by the caller after it was distributed to an agent and before it was answered (or before the No Answer timeout expired) No Answer: call/chat terminated while ringing after No Answer time-out expired (i.e., without being routed anywhere else) Transferred by XXXX: interaction was transferred to another party by extension XXXX Continued: participation of the From party on this call/chat, being part of a conference, ended, but the interaction between the remaining participants of the conference continued (such call will be shown as a subsequent record) Self Service: processing of the call was finished by the IVR application and the requested service was provided (as indicated by execution of scenario block Self-Service Provided)
Media type	Interaction media type. Can be either VOICE or CHAT.
In SL	Indicates whether this interaction was answered within the service level threshold configured for the associated service. Possible values: Yes, No, and empty string. Note that this field will also be set to Yes for short-abandoned calls. Such calls will have the Disposition field set to Abandoned in queue.
Global ID	Global interaction identifier.

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