Definition

How it works

Multi-segment interactions

Business usage

• How can you find out if an interaction was abandoned before an agent responds?
  You can use the Abandoned Indicator column to find out if an interaction is abandoned before an agent responds.
• How can you find out the source of the disconnect of an interaction?
  Use the Agent Initiated Disconnect column in the report to view if the agent terminated the interaction. If an agent initiates the disconnect, the column displays the value as True.
• How can the supervisor find out if an agent made any external call?
  See if the External Call Indicator column displays True to find out if an agent made an external voice call from their logged-in Workspaces session.
• How can a supervisor know the reasons and source of the calls that an agent receives?
  Check the Final Disposition Code column to get a list of reasons for the calls an agent receives. To know the source of the external call, check the External Participant ID column to identify with the unique customer ID.
• What is the maximum retention period of the Call Detail Records (CDR) data?
  The maximum retention period is 365 days.
  This data retention period is configurable.
• What are the columns available in the standard report?
  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.
  IP Address	The external IP address for the device used by the agent during the interaction.
  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 report?
  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.