CDR Plus Disposition Expanded Report
Required permissions: Data Download
The CDR Plus Disposition Expanded report displays information about all the interactions in your system for the time period you select. It includes the agent, team, campaign, and skill
that handled the interaction. It also includes how long the interaction spent in queue, how long the contact conversed with the agent, and how long the agent spent doing after contact work
.
It displays all of the same data as the CDR Plus Disposition report, plus additional columns with data about:
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How long the contact spent:
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Waiting for an agent.
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Pending connection. This applies only to outbound interactions.
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In a preview.
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In an active conversation with an agent.
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In a conference.
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When and why the interaction ended.
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If the interaction was refused and, if so, when the agent refused it.
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The contact type and direction.
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The phone number the contact requested to be called back.
Select Report Option
You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.
Columns
Contact_ID |
The unique, system-generated ID of the contact. |
Master_Contact_ID |
The unique, system-generated ID of the master or parent of the contact interaction. The master contact ID There is a parent child relationship on all contacts that are created from the original contact. The masterId of the contact is the parent that created it, meaning for subsequent transfers from the original contact, the masterId will be the transferred contact that created it. |
Contact_Code |
The unique, system-generated ID of the point of contact. |
Media_Name |
The media type or channel |
Contact_Name |
The point of contact value or description, such as the phone number or email address |
Contact_Type |
The delivery mode of the contact, if the contact requires compliance. If ComplianceRecord is TRUE, it is one of the following:
|
Direction | |
ANI_DIALNUM |
The name of the contact, or the phone number associated with the contact. |
Skill_No |
The unique, system-generated ID of the skill |
Skill_Name |
The name of the skill |
Campaign_No |
The unique, system-generated ID of the campaign |
Campaign_Name |
The name of the campaign |
Agent_No |
The unique, system-generated ID of the agent |
Agent_Name |
The first and last name of the agent |
Team_No |
The unique, system-generated ID of the team the agent |
Team_Name |
The name of the team the agent |
SLA |
A code indicating whether the contact was handled within the required SLA. It is one of the following codes:
|
Start_Date |
The date within the specified time period on which the |
start_time |
The time on the Start_Date at which the The time is shown in your browser's time zone. For example, if an interaction started at 2:00:00 UTC-6, but your browser is set to UTC-7, the report will display the interaction's start_time as 1:00:00. |
InboundPending |
This indicates whether the agent was identified as inbound pending. Inbound pending is when the agent is waiting for an inbound call to connect. |
OutboundPending |
This indicates whether the agent was identified as outbound pending. Outbound pending is when the agent is waiting for a dialed call to connect to a contact. |
PreQueue |
The amount of time in seconds the contact spent in the prequeue state. |
InQueue |
The amount of time in seconds the contact spent in the queue. |
Wait_Time |
|
Preview_Time |
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Agent_Time |
The amount of time in seconds the contact spent conversing with an agent. |
Active_Talk_Time |
|
Conference_Time |
|
PostQueue |
The amount of time in seconds the contact spent on the line after the agent hung up. |
End_Time | |
ACW_Time |
The amount of time |
Abandon_Time |
The amount of time
|
Total_Time_Plus_Disposition |
The total amount of time in seconds the contact spent logged in to the CXone Mpower system on the date specified. It is calculated by adding the times associated with all contact states for every contact entering the IVR plus the ACW |
Routing_Time |
The amount of time in seconds it took to route the contact to an agent. This count is included in the Inqueue time. |
Abandon |
Whether or not the contact abandoned the call before its completion. Y means the contact abandoned the call and N means the contact did not abandon the call. |
Refused |
|
Refused_Time |
The date and time when the agent refused the contact. It follows the format MM/DD/YYYY HH:MM, 24-hour time in seconds. |
Callback_Time |
The amount of time in seconds the contact spent in the callback |
Callback_Number |
The phone number at which the contact requested the agent call back. |
ContactEndReason |
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Logged |
Whether or not the call was logged. It is one of the following values:
|
Hold_Time |
The amount of time in seconds the contact spent on hold. |
Disp_Code |
The unique ID associated with the disposition |
Disp_Name |
The name of the disposition |
Tags |
A comma-delimited list of tags the agent attached to the contact. |