Contacts Dataset
Interaction - The highest level component that comprises the full activity of a communication with a contact. It can include multiple contacts and each contact includes several, more granular, elements that are called segments.
Contact - A conversation can have multiple contacts depending on the outcome of the initial contact. Examples of situations that will trigger a new contact include: transfer; fallback to a different ring group. Contacts are the main reporting element for Supervisors and the one that will be used for staffing purposes (by monitoring queue SLA and queue AHT).
Answered contacts - inbound contacts that reached an agent and were answered.
Missed contacts - implies that the contact went through the flow, and reached a hang-up (it may or may not ring an agent but in both cases, it will be missed since there was no action by the contact person to leave the queue) or in case that after the assignment the Contact is terminated by a flow rule. Another situation is if a call hits the Maximum Time Out and is disconnected by the system or if the contact reaches the maximum queue time and goes to the next component (IVR component) and the customer disconnects the contact at that moment the outcome/type of the contact will be "missed".
Abandoned contacts - inbound contacts where the contact person finishes/disconnects the contact before reaching an agent (includes abandoned while ringing the agent). It is considered abandoned even if it rang an agent before. There was an explicit action by the caller to leave the queue. Does not include short abandoned contacts.
Short abandoned contacts - inbound contacts disconnected by the contact person within the threshold defined in the system for short abandons.
Connected contacts - outbound contacts where the connection was successful and the agent reached the contact person.
Not connected contacts - outbound contacts where the connection with the contact person was not successful ending in the contact being disconnected.
| Name | Description | Type | Format | Section | Filter | Field |
|---|---|---|---|---|---|---|
| Abandon Time | The time between a contact's entering queue and the caller’s disconnecting before reaching an agent. Excludes short abandons. Includes ringing time in case the contact is abandoned by the contact person while ringing the agent. Information available only when contact type = abandon. | in seconds | "##" | Contacts | Yes | dimension |
| % Abandoned Contacts | Of the total inbound contacts, the percentage of contacts with 'abandoned' call type. Excludes short abandons. Calculation: Abandoned Contacts / Total Inbound Contacts | % | ##.#% | Contacts | Yes | measure |
| % Abandoned Contacts < 60 seconds | In the contacts that were abandoned, the percentage of contacts that were abandoned in less than 60 seconds. | percentage | ##.#% | Inbound Contacts (% Abandoned Contacts) | N/A | measure |
| ACW (after call work) Time | Time a user takes to wrap up a call and hit the dismiss option fo the post call modal. | in seconds | "##" | Contacts | Yes | dimension |
| Agent Disconnected | Allows to see if it was the agent that disconnected the inbound/outbound call. *For records existing before the implementation of this field, the Agent Disconnected value is null. | String | Yes/No | Contacts | N/A | dimension |
| Agent Disconnected % | Helps to know among the calls the agent handled, what % of the calls were disconnected by him. | Percentage | ##.#% | |||
| Answered at | Timestamp of the moment the contact was answered by an agent (inbound only). | date time | yyyy-mm--dd hh:mm:ss | Contacts | Yes | dimension |
| Answer Timestamp | The time reference used to filter the timeframe for analysis, based on the answered at timestamp of each contact. | date time | Filters | Yes | dimension | |
| % Answered Contacts | The percentage of contacts with type is answered calculated based on the number of total inbound contacts | |||||
| AVG Abandon time - seconds | Average duration of the time it takes to abandon a contact. Calculated based on all contacts that have abandon time recorded. Excludes short abandons. | |||||
| AVG ACW time - seconds | Average duration of the time it takes to wrap up a contact. Calculated based on all contacts that have After Call Work time recorded. | in seconds | #.# | Contacts | Yes | measure |
| AVG Connect time - seconds | Average time the contact was connecting with the contact person (when direction outbound). | |||||
| AVG Duration - seconds | Average time that takes between end at - start at timestamps | |||||
| AVG Handle time - seconds | Average duration of the time it takes for a user to deal with a contact. It considers talk time, the hold time, and the after call work of a contact. | in seconds | ###.# | Contacts | Yes | measure |
| AVG Hard Hold Time - seconds | Average duration of the times when agents explicitly pressed the hold button until returning back to conversation with contact person. | |||||
| AVG Hold Time - seconds | Average duration of the sum of both Soft and Hard hold durations in a contact. To calculate the Avg Hold Time, the Contacts/data rows that are null/0 need to be removed, since a null/0 value means that there is no hold time. | |||||
| AVG Ring Time - seconds | Average time it took for an agent in the contact center to answer the contact after it first started ringing, in seconds. | |||||
| AVG Short Abandon Time - seconds | Average duration of the time it takes to short-abandon a contact. Calculated based on all contacts that have abandon time recorded. | |||||
| AVG Soft Hold Time - seconds | Average duration of the time the contact persons are put on hold due to a warm transfer. | |||||
| AVG talk time - seconds | Average duration of the total talk time for inbound and outbound contacts. It does not include the time spent ringing the agent nor time spent in After Call Work. Also it does not include hold time during the contact. See also Talk Time. | in seconds | #.# | Contacts | Yes | measure |
| AVG Time to Missed - seconds | Average duration of the time that runs between the moment the contact was created until it was considered missed. Matches the wait time for the same contact. | |||||
| AVG Time to Voicemail - seconds | Average duration of the time that runs between the moment the contact was created until it was diverted to voicemail. Matches the wait time for the same contact. | |||||
| AVG Wait Time - seconds | Average duration of the time that runs between the moment the contact was created until it was either answered, abandoned, missed, short-abandoned or voicemail. Does not include IVR nor voice prompts but includes ringing time. Once the contact is only created when reaching the queue, no pre-queue time are considered. | |||||
| Breakdown by Contact Type | Allows to group by Contact Type (answered, abandoned, short-abandoned, missed, voicemail, connected and not connected). May also be used as a filter. | string | Contacts | Yes | dimension | |
| Breakdown by Finished At Date | ||||||
| Breakdown by Phone Numbers | Allows to group by Phone Numbers (Company Phone Number) in our account. May also be used as a filter. | "+##########" | Contacts | Yes | dimension | |
| Breakdown by Ring Group | Allows to group by the Ring Groups in your account. May also be used as a filter. This dimension works as a Group By in SQL (meaning that we arrange and summarize identical data) and allows to filter by any ring group in the account | string | Contacts | Yes | dimension | |
| Breakdown by Started At Date | ||||||
| Breakdown by Team | Allows to group by the Teams set in your account. May also be used as a filter. | string | Contacts | Yes | dimension | |
| Callback | Whether or not the caller requested a callback from queue (note: true or false). Includes requests from Callback API. | string | true / false | Contacts | Yes | dimension |
| Company Number | This is the number the contact person dialed (when direction Inbound), or the phone number from where the contact was initiated (when direction is outbound). | "+##########" | Contacts | Yes | dimension | |
| Connected At | Timestamp of the moment the contact person answered the contact the agent started (outbound only). | date time | yyyy-mm--dd hh:mm:ss | Contacts | Yes | dimension |
| Connect Timestamp | The time reference used to filter the timeframe for analysis, based on the "connected at" timestamp of each contact. | date time | Filters | Yes | dimension | |
| Contact ID | Unique identifier for Contacts | Contacts | Yes | dimension | ||
| Contact Person Number | This is the number the contact person dialed from (when direction inbound), or the number dialed to reach the contact person (when direction is outbound). | "+##########" | Contacts | Yes | dimension | |
| Contact Type | Contacts can be: answered (inbound) missed (inbound) abandoned (inbound) short-abandoned (inbound) voicemail (inbound. Example: the Assign & Dial lead to a voicemail component. It doesn’t guarantee that in fact a voicemail was left by the contact person. The contact ends once the transition to voicemail is done (and the agent has finished his ACW) connected (outbound) not connected (outbound) | string | Contacts | Yes | dimension | |
| Contacts Ring Group | Reference filter for the ring group (queue) where the contact was assigned to at the assignment moment. It is based on the Ring Groups dimension. Filters only ring groups with data for the given time frame. | string | Filters | Yes | dimension | |
| Connect Time | The time the contact was connecting with the contact person (when direction outbound). | in seconds | "##" | Contacts | Yes | dimension |
| Data Status | You can include or exclude records with errors. This filter will have three options available: “Valid”, “Damaged”, and “All”. By default, only “Valid” records will be visible. Valid Records - Regularly Processed Records. Damaged Records - Those are corrupted caused by missing events in call records. | String | Valid/Damaged | Filters | Yes | dimension |
| Direct Assignment User(s) | Dimension regarding the direct assignement on Studio Flows. Reflects the User(s) to whom the contact was firstly configured to be assigned to. This dimension does not consider transfers, only the first direct assignment details set in the flow. In case of having more than one user configured it will show the list of users in the format user 1 + user 2 + user 3 | string | Contacts | No | dimension | |
| Direct Assignment User(s) (filter) | Filter that allows to configure the outcome of the Direct Assignment User(s) dimension. | string | Filters | Yes | dimension | |
| Direct Assignment IDs | Unique identifier for Direct Assignment Assignment User(s). | string | Contacts | No | dimension | |
| Direction | If the contact is inbound or outbound | string | Contacts | Yes | dimension | |
| Duration | The diference between finished at and start at timestamps. Is shown in seconds | number | ### | Contacts | Yes | |
| Finished at | The date time record of when the contact ended. | date time | yyyy-mm--dd hh:mm:ss | Contacts | Yes | dimension |
| External Number (Forward) | In case of: Forward to External Number configured in Studio Or Direct Assignment to an External Phone in Studio OR An External Phone Number configured in the Agents’ Profile Or An If-No-Answer Phone Number configured in the Numbers’ Settings OR If a contact is transferred to an External Number This dimension will return the phone number to which the contact was forwarded. | |||||
| % External Contacts (Forward) | Of all incoming contacts the number of contacts that were forwarded to an external number. | |||||
| Finish Timestamp | The time reference used to filter the timeframe for analysis, based on the finished at timestamp of each contact. | Filters | Yes | dimension | ||
| Handle time | The time it takes a user/agent to handle a call. The time starts when the agent answers and ends the moment the agent ends the After Call Work (ACW) status (includes hold time). | seconds | ### | Contacts | Yes | dimension |
| Handling Ring Group | The Ring Group that handled the contact, and which may not be necessarily the one that was configured to be the “first assigned to”. | string | Contacts | No | dimension | |
| Hard Hold Time | Duration of the time when the agent explicitly pressed the hold button until returning back to conversation with contact person. | seconds | ## | |||
| Hold time | Dimension that reflects the sum of both Soft and Hard hold durations | seconds | ## | |||
| % Inbound Contacts | Percentage of incoming contacts (includes answered, abandoned, short-abandoned, missed and voicemail) in the contact center for the given time frame calculated based on total contacts. | |||||
| Inside Business Hours | If the contact reached the contact center inside the defined Business Hours (note: true or false) | string | true / false | Contacts | Yes | dimension |
| Inside Service Level | If the contact was answered inside the defined Service Level threshold (note: true or false) | string | true / false | Contacts | Yes | dimension |
| Interaction ID | Unique identifier for Interactions | string | Contacts | Yes | dimension | |
| MAX Abandon Time - seconds | The longest duration of the time between a contacts’s entering queue and the caller’s disconnecting before reaching an agent. Excludes short abandons. Includes ringing time in case the contact is abandoned by the contact person while ringing the agent. Information available only when contact type = abandon. | |||||
| MAX ACW time - seconds | The longest duration of the time a user takes to wrap up a call and hit the dismiss option fo the post call modal. | |||||
| MAX Connect Time - seconds | The longest duration of time the contact was connecting with the contact person (when direction outbound). | |||||
| MAX Duration - seconds | Contact with the longest duration (difference between end at - start at timestamps) | |||||
| MAX Handle Time - seconds | The longest duration of time it takes a user/agent to handle a call. The time starts when the agent answers and ends the moment the agent ends the After Call Work (ACW) status (includes hold time). | |||||
| MAX Hard Hold Time - seconds | The longest duration of the times when agents explicitly pressed the hold button until returning back to conversation with contact person. | |||||
| MAX Hold Time - seconds | The longest duration of the sum of both Soft and Hard hold durations in a contact | |||||
| MAX Ring Time - seconds | The longest time it took for an agent in the contact center to answer the contact after it first started ringing, in seconds. | |||||
| MAX Short Abandon Time - seconds | The longest duration of the time that took to a contact be short abandoned. Short abandoned threshold is also defined in the system. If no setup is made the contact is considered abandoned. This field is only filed in case contact type = short abandon | |||||
| MAX Soft Hold Time - seconds | The longest duration of the time a contact person was put on hold due to a warm transfer. | |||||
| MAX Talk Time - seconds | Longest duration of talk time for inbound and outbound contacts. The timer begins when the contact person starts interacting with an agent, and ends when the contact is finished or transferred. It does not include: 1. time spent ringing the agent 2. time spent in After Call Work 3. hold time during the contact. | |||||
| MAX Time to Missed - seconds | The longest duration of time that took to a contact to be missed. This dimension will only contain information in case contact type = missed | |||||
| MAX Time to Voicemail - seconds | The longest duration of time it takes since entering the until reaching voicemail prompt. | |||||
| MAX Wait Time - seconds | Longest duration for how long the contact person waited for their contact to be answered in seconds. Does not include IVR nor voice prompts but includes ringing time. Does not include IVR nor voice prompts but includes ringing time. Once the contact is only created when reaching the queue, no pre-queue time are considered. | |||||
| MIN Abandon Time - seconds | The short duration of the time between a contacts’s entering queue and the caller’s disconnecting before reaching an agent. Excludes short abandons. Includes ringing time in case the contact is abandoned by the contact person while ringing the agent. Information available only when contact type = abandon. | |||||
| MIN ACW time - seconds | The shortest duration of the time a user takes to wrap up a call and hit the dismiss option fo the post call modal. | |||||
| MIN Connect Time - seconds | The shortest duration time the contact was connecting with the contact person (when direction outbound). | |||||
| MIN Duration - seconds | Contact with the shortest duration | |||||
| MIN Handle Time - seconds | The shortest duration of time it takes a user/agent to handle a call. The time starts when the agent answers and ends the moment the agent ends the After Call Work (ACW) status (includes hold time). | |||||
| MIN Hard Hold Time - seconds | The shortest duration of the times when agents explicitly pressed the hold button until returning back to conversation with contact person. | |||||
| MIN Hold Time - seconds | The shortest duration of the sum of both Soft and Hard hold durations in a contact | |||||
| MIN Ring Time - seconds | The shortest time it took for an agent in the contact center to answer the contact after it first started ringing, in seconds. | |||||
| MIN Short Abandon Time - seconds | The shortest duration of the time that took to a contact be short abandoned. Short abandoned threshold is also defined in the system. If no setup is made the contact is considered abandoned. This field is only filed in case contact type = short abandon | |||||
| MIN Soft Hold Time - seconds | The shortest duration of the time a contact person was put on hold due to a warm transfer. | |||||
| MIN Talk Time - seconds | Shortest duration of talk time for inbound and outbound contacts. The timer begins when the contact person starts interacting with an agent, and ends when the contact is finished or transferred. It does not include: 1. time spent ringing the agent 2. time spent in After Call Work 3. hold time during the contact. | |||||
| MIN Time to Missed - seconds | The shortest duration of time that took to a contact to be missed. This dimension will only contain information in case contact type = missed | |||||
| MIN Time to Voicemail - seconds | The shortest duration of time it takes since entering the until reaching voicemail prompt. | |||||
| MIN Wait Time - seconds | Shortest duration for how long the contact person waited for their contact to be answered in seconds. Does not include IVR nor voice prompts but includes ringing time. Once the contact is only created when reaching the queue, no pre-queue time are considered. | |||||
| % Missed Contacts | The percentage of contacts with type is missed calculated based on the number of total inbound contacts | |||||
| Outbound Dialer Campaign Created At Date | The date when the Outbound Dialer campaign was created. | date | ||||
| Outbound Dialer Campaign ID | The ID of the Outbound Dialer campaign. Only available if the Outbound Dialer feature is enabled on the account. | string | ||||
| Outbound Dialing Mode | The dialing mode of the Outbound Dialer campaign. Currently, only the predictive mode is supported. | string | ||||
| Outbound Dialer Campaign Name | The name of the Outbound Dialer campaign. | string | ||||
| Outbound Dialer Campaign State | The current state of the Outbound Dialer campaign. | string | ||||
| Phone Display Name | This is the name that is customized by the user in the Custom Settings of the Company Number under the field Friendly Name. The report returns the name of the phone at the time the report is run, not at the time the contact happened. | string | Contacts | dimension | Yes | |
| Number of Outbound Dialer Campaigns | The total number of Outbound Dialer campaigns. | string | ||||
| Ring Group Name | Ring Group is the queue where the contact was assigned to at assignment moment. | string | ## | Ring Group Identification | No | dimension |
| Ring Time | The total time it took for an agent in the contact center to answer the contact after it first started ringing, in seconds. | in seconds | ## | Contacts | Yes | dimension |
| Service Level | "Percentage of Contacts answered within the defined threshold for Service Level sumAnswered(Within Service Level) / (sum(Inbound)-sum(short abandoned))" | percentage | "##.#%" | Inbound Contacts | Yes | measure |
| Short Abandon Time | The time that took to a contact be short abandoned. Short abandoned threshold is also defined in the system. If no setup is made the contact is considered abandoned. This field is only filed in case contact type = short abandon | in seconds | "##" | Contacts | Yes | dimension |
| % Short Abandon Contacts | The percentage of contacts with type is short abandoned calculated based on the number of total contacts | % | ##.# | Inbound Contacts | Yes | measure |
| Soft Hold Time | Duration of the time the contact person is put on hold due to a warm transfer. | in seconds | "##" | Contacts | Yes | dimension |
| Started At | Contact timestamp record regardless of direction (inbound or outbound). | date time | yyyy-mm--dd hh:mm:ss | Contacts | No | dimension |
| Start Timestamp | The time reference used to filter the timeframe for analysis, based on the started at timestamp of each contact. | date time | Filters | Yes | dimension | |
| Talk Time | Calculates the total talk time for inbound and outbound contacts. The timer begins when the contact person starts interacting with an agent, and ends when the contact is finished or transferred. It does not include: 1. time spent ringing the agent 2. time spent in After Call Work 3. hold time during the contact. | in seconds | "##" | Contacts | Yes | dimension |
| Team Name | Name of the team of the agent that handled the contact | string | Contacts | Yes | dimension | |
| Team ID | Unique identifier for Team Name. | string | Contacts | No | dimension | |
| Time to Missed | The time that took to a contact to be missed. This dimension will only contain information in case contact type = missed | in seconds | "##" | Contacts | Yes | dimension |
| Time to Voicemail | The time it takes since entering the until reaching voicemail prompt. | in seconds | ## | Contacts | Yes | dimension |
| Timezone | Timezone reference to filter the analysis. By default returns the Account Timezone. When updated will reflects the updated hours according to the selected timezone. | string | Filters | Yes | dimension | |
| Total Contacts On Hold | Number of contacts on hold. | number | ## | Inbound Contacts | N/A | measure |
| % Answered Contacts < 20 seconds | The percentage of total answered contacts in less than 20 seconds. | percentage | ##.#% | Inbound Contacts (% Answered Contacts) | N/A | measure |
| % Answered Contacts < 30 seconds | The percentage of total answered contacts in less than 30 seconds. | percentage | ##.#% | Inbound Contacts (% Answered Contacts) | N/A | measure |
| % Answered Contacts < 60 seconds | The percentage of total answered contacts in less than 60 seconds. | percentage | ##.#% | Inbound Contacts (% Answered Contacts) | N/A | measure |
| Total Answered Contacts < 5 seconds | Count of the total number of answered contacts in less than five seconds. | number | ## | Inbound Contacts (Total Answered Contacts) | N/A | measure |
| Total Answered Contacts < 10 seconds | Count of the total number of answered contacts in less than ten seconds. | number | ## | Inbound Contacts (Total Answered Contacts) | N/A | measure |
| Total Answered Contacts < 20 seconds | Count of the total number of answered contacts in less than 20 seconds. | number | ## | Inbound Contacts (Total Answered Contacts) | N/A | measure |
| Total Answered Contacts < 30 seconds | Count of the total number of answered contacts in less than 30 seconds. | number | ## | Inbound Contacts (Total Answered Contacts) | N/A | measure |
| Total Answered Contacts < 60 seconds | Count of the total number of answered contacts in less than 60 seconds. | number | ## | Inbound Contacts (Total Answered Contacts) | N/A | measure |
| Total Answered Contacts < 120 seconds | Count of the total number of answered contacts in less than 120 seconds. | number | ## | Inbound Contacts (Total Answered Contacts) | N/A | measure |
| Total External Contacts | The total number of contacts that were forwarded to an external number. | sum | ||||
| Total Contacts | The sum of all contacts for the given combination of filters and dimensions used. | sum | #### | Contacts | Yes | measure |
| Total Inbound Contacts | Sum of incoming contacts (includes answered, abandoned, short-abandoned, missed and voicemail) in the contact center for the given time frame calculated based on total contacts. | sum | #### | Inbound Contacts | Yes | measure |
| Total talk time - seconds | The sum of the talk time duration for inbound and outbound contacts, for the combination of filters and dimensions used. See also Talk Time. | in seconds | ### | Contacts | Yes | measure |
| % Transfer In | Of the contacts corresponding to the filters set what percentage correspondes to Transfer In = Yes | percentage | ##.#% | |||
| Total Transfer In | Count of the total transfers in for the given filtering setting | number | ### | |||
| Transfer In (Yes/No | If the contact origin was a transfer this dimension will return Yes | string | (Yes/No) | |||
| Transfer In Type | If the Transfer In was Warm or Blind Transfer | string | (Warm/Blind) | |||
| % Transfer Out | Of the contacts corresponding to the filters set what percentage correspondes to Transfer Out = Yes | percentage | ||||
| Total Abandoned Contacts < 10 seconds | Count of the total number of contacts that were abandoned in less than ten seconds. | number | ## | Inbound Contacts (Total Abandoned Contacts) | N/A | measure |
| Total Abandoned Contacts < 20 seconds | Count of the total number of contacts that were abandoned in less than 20 seconds. | number | ## | Inbound Contacts (Total Abandoned Contacts) | N/A | measure |
| Total Abandoned Contacts < 30 seconds | Count of the total number of contacts that were abandoned in less than 30 seconds. | number | ## | Inbound Contacts (Total Abandoned Contacts) | N/A | measure |
| Total Abandoned Contacts < 60 seconds | Count of the total number of contacts that were abandoned in less than 60 seconds. | number | ## | Inbound Contacts (Total Abandoned Contacts) | N/A | measure |
| Total Abandoned Contacts >= 60 seconds | Count of the total number of contacts that were abandoned in greater or equal than 60 seconds. | number | ## | Inbound Contacts (Total Abandoned Contacts) | N/A | measure |
| Total Transfer Out | Count of the total transfers out for the given filtering setting. | |||||
| Transfer Out (Yes/No) | If the contact originated a transfer this dimension will return Yes The Contact is a Transfer Out when the transfer is completed, meaning when the contact person is connected to the other agent. Transfer Out = Yes when: For Warm Transfers the transfer is answered and completed (meaning the the agent adds the contact person to the transfer and complete the transfer). For Blind Transfers the transfer is Answered | |||||
| Transfer Out Type | If the Transfer Out was Warm or Blind Transfer | |||||
| User Name | Agent that answered (when inbound) the contact or that initiated (when outbound) the contact. | string | Contacts | dimension | ||
| User ID | Unique identifier for agent user name. | string | Contacts | No | dimension | |
| % Voicemail contacts | The percentage of contacts with type is voicemail calculated based on the number of total inbound contacts | percentage | ||||
| Wait Time | How long the contact person waited for their contact to be answered in seconds. Does not include IVR nor voice prompts but includes ringing time. Once the contact is only created when reaching the queue, no pre-queue time are considered. | in seconds | "##" | Contacts | dimension | |
| Within Service Level Threshold | Based on the threshold for the service level returns a true or false value when comparing the threshold with the time that the contact spent waiting to be handled by an agent | string | true / false | Contacts | Yes | dimension |
Updated 3 months ago