Contact Detail Summary

Last Updated : Oct 19, 2022 |
Prolog information
Metadata
Keywords:

Definition

Displays the end-to-end details of a call.

How it works

Tracks historical details of a call including the agent who handled the call, the calling party, the handling time, and the alert time. The report also displays the routing service involved in the call. Supervisors can select the Contact ID in the Engagement Summary report to analyze how the agent handled the engagement at a segment level. An engagement is associated with contacts whereas a segment is associated with an agent.
To run the Contact Detail Summary report, the user must select the Contact ID in the Engagement Summary report. The report is designed to run only against a single contact ID and is not designed to be run directly.

Business usage

  • How do you determine whether a caller was in a queue before getting connected to an agent?
    Use the Wait Time Indicator measure. If the value is True, then the contact was in a queue waiting to be connected to an agent.
  • How do you determine if a contact was deferred?
    Use the Deferred Indicator measure. If the value is True, then the contact was deferred.
  • How do you determine the duration an agent spends in a channel for a given segment?
    Use the Engagement ID, Contact ID, and Agent ID measures to determine the segment. Use the Channel, Start Time, and End Time to know the duration an agent spends in a channel.
  • For a given contact, how do you determine the duration of the segment spent in agent activities?
    Use the Segment Detail Report with the Segment Durations graph to determine the duration spent on agent activities.
  • How do you determine if an agent replied to a customer email?
    Use the Reply Indicator in the Contact Detail report. If the value is True, then the agent has replied to an email. The default value is False.
  • What is the maximum data retention period of the Call Detail Records (CDR) data?
    The maximum retention period is 365 days. This data retention period is configurable.