Contact Detail Summary

Last Updated : Feb 20, 2025 |
Prolog information
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Definition

Displays the end-to-end details of all customer interactions across various parameters.

How it works

Tracks historical details of an interaction and all dialog associated with it.
Supervisors can select the interaction and analyze how the interaction traverses through multiple dialogs in the current interval. The start time of interactions determine the data that the report displays.
An interaction is associated with a single or multiple dialog IDs.

Multi-segment interactions

When an interaction is transferred across queues or agents, Call Detail Records (CDR) logs the data for each agent or queue into a new segment and displays each segment on a separate row.
Dialog-specific measures, such as Dialog Id, Dialog Start Time, and Dialog End Time, vary by segment.
Agent-specific measures, such as Agent Login Id, Agent Initiated Disconnect, and Final Disposition Code, also differ across segments if the interaction involves multiple agents.

Key performance indicators (KPIs)

The dossier contains the following KPIs. These are summary metrics in the date range for which the dossier was run​. They display at the top of the page.
  • Total Engagements​
  • Total Agent Initiated Disconnects​
  • Total External Calls​
  • Total Abandoned
  • % Agent Initiated Disconnects​
  • % External Calls
  • % Abandoned​

Dynamic filter options

You can view the data by filtering on the following items:
  • Agent Login ID
  • Channel
  • Queue Name
  • External Participant ID
When you select an item from this list, you see a breakdown of the number of interactions by that selection. For example, when you select Channel, you see individual graphs for chat, messaging, emails, and voice if data is available for that channel. In relation to Observe, Coach, and Barge, you can view the data in the same way, by selecting an item from the list.

Tabular view

You can customize the table in the center of the page by selecting columns from the Select Columns list.

What prompts are available for this dossier?

Name
Description
TimeZone
The timezone for displaying results on the dossier or report.
This prompt is mandatory.
Interval
The attribute to define the start date and end date of the reporting interval.
This prompt is mandatory.
Engagement ID
The unique identifier for the interaction.
This prompt is optional.
Dialog Id
The source system ID to identify the dialog.
This prompt is optional.

What are the standard columns available in the dossier?

For the list of available columns, see the following table:
Columns
Description
Engagement ID
The unique identifier for the interaction.
Engagement Start Time
The timestamp of the beginning of the interaction.
Engagement End Time
The timestamp of the end of the interaction.
Provider Id
The unique identifier of the channel provider for the interaction.
Dialog Id
The source system ID to identify the dialog.
Dialog Start Time
The time at the beginning of the dialog.
Dialog End Time
The time at the end of the interaction.
External Participant Id
The unique ID to identify the customer.
Final Disposition Code
The list of reasons for the calls an agent receives.
Abandoned Indicator
An indicator that marks an abandoned interaction.
Agent Initiated Disconnect
This measure is an indicator that the interaction was disconnected by the agent.
External Call Indicator
A boolean value indicating that the agent initiated an external voice call.
Barge Indicator
An indicator marking the agent was barged by a supervisor.
Barge Start Timestamp
The time at the start of the barging interaction.
Barge End Timestamp
The time at the end of the barging interaction.
Agent Login Id
The login ID associated with the agent.
The asterisk (*) denotes the deleted users.
Agent Display Name
The name of the agent as configured in Application Center Administration.
Channel
The unique identifier of the channel.
Direction
The direction of a message. The options are the following:
  • INCOMING: The email that a contact center receives from the customer.
  • OUTGOING: The email sent from the contact center.
ACW Indicator
The indicator that indicates if an agent entered the ACW state for an interaction.
ACW Start Timestamp
The time at which an agent entered the ACW session for an interaction.
ACW End Timestamp
The time at which an agent ended the ACW session for an interaction.
Business Account Name
Business account configured by provider, on which the message came in or using which the message will be sent out.
Coach Indicator
The indicator that indicates the agent was coached by a supervisor.
Coach Timestamp
The time at the beginning of the coaching session.
Message Type
The type of message received.
The message types are:
  • NEW
  • REPLY
  • FORWARD
Observe Indicator
An indicator to identify that the agent was observed in this segment.
Send From
Sender of the message set by the provider.
Send to
The recipients of the email message in the To field.
Subject
The subject of the email message.
Queue Name
The name of the queue.
Offered Attributes
The attributes for the interactions offered to an agent.
Consult Accepted From Queue Indicator
Indicates if an agent accepted a consult to queue call.
Consult Initiated to User Indicator
Indicates if an agent initiated a consult to user call for the engagement.
Queued Attributes
The final attributes on the interaction when it gets queued to an agent.
Transfer Indicator
The indicator to identify if an agent transferred the interaction.

What are the columns available for customization in the dossier?

For the list of available columns for customization, see the following table:
Columns
Description
Conference to External Indicator
Indicates the consult to an external number that resulted in a conference.
Warm Transfer to External Indicator
Indicates the calls that are meant for consult and transfer to an external number.
Consult to External Number
The external number to which the agent made the consultation call.
The external number can be a PSTN, an Avaya Aura X for Avaya Cloud Office (ACO), or an Avaya Spaces number.
Consult to External Indicator
Indicates if an agent made an external consultation call.
Disposition Code Id
The ID associated with a call reason from the source system.
Conference Indicator
Indicates that the interaction involved a consult that resulted in a conference.
Consult Accepted From Queue Indicator
Indicates if an agent accepted a consult to queue call.
Consult Initiated to Queue Indicator
Indicates if an agent initiated a consult to queue for the engagement.
Disposition Code Description
The call reason description.
Engagement Source
The external system that is the source of the interaction. For example:
  • For social media messaging interactions, the Engagement Source displays Facebook, WhatsApp, Instagram, or X (Twitter).
    Note:
    From March 1, 2025, Avaya does not support messaging integration with X (Twitter). You can no longer configure X (Twitter) social media accounts with Avaya Experience Platform™ or use X (Twitter) to send or receive messages to or from customers.
  • For WebRTC interactions, the Engagement Source displays WebRTC.
  • For messaging interactions, the Engagement Source displays Web messenger.
Disposition Code Type
The type of the call reason.
Warm Transfer to Queue Indicator
Indicates when a consult to queue resulted in a transfer.
Warm Transfer to User Indicator
Indicates when a consult to user resulted in a transfer.
Emergency Indicator
Indicates that an emergency call was initiated.
Engagement Queued Timestamp
The time the interaction first enters a queue. It is only calculated if an inbound interaction is queued before an agent handles it.
Engagement Offered Timestamp
The time when the interaction is first offered to an agent.
Abandon Wait Time (AWT)
The total time the customer waited before dropping the interaction. It includes interactions that customers abandon while they are in a queue or altering to an agent.
Source Address
The address of the engagement source.
For example, for social media interactions such as Facebook, WhatsApp, and Instagram, the Source Address displays the Business Page Name or Profile Name. For X (Twitter), the Source Address displays the Account Name.
Note:
From March 1, 2025, Avaya does not support messaging integration with X (Twitter). You can no longer configure X (Twitter) social media accounts with Avaya Experience Platform™ or use X (Twitter) to send or receive messages to or from customers.
For WebRTC interactions, the Source Address displays the Integration ID or Integration name.
Avaya Experience Platform™ Public Cloud agents and customers use this source to interact with each other.
Answered Timestamp
The time at which the agent answered the engagement.

What are the calculated columns available in this dossier?

The calculated columns are:
Columns
Formula
% Abandoned
To get the percentage of abandoned calls.
% Agent Initiated Disconnects
To get the percentage of agent-initiated disconnects.
% External Calls
To get the percentage of external calls.
Abandoned
To get the count of abandoned calls.
Barged
To get the count of interactions that entered a barge state.
Coached
To get the count of interactions that entered a coach state.
Count of disconnects
To get the count of disconnects that the agent initiates.
Count of external call
To get the count of agent initiated external voice calls.
Number of engagements
Total count of interactions.
Observed
To get the count of interactions that entered an observed state.
Engagement Duration
To get the length of the interaction.
Related linksUsing Contact Detail Summary