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

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