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.

NameDescriptionTypeFormatSectionFilterField
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"##"ContactsYesdimension
% Abandoned Contacts Of the total inbound contacts, the percentage of contacts with 'abandoned' call type. Excludes short abandons.

Calculation:
Abandoned Contacts / Total Inbound Contacts
%##.#%ContactsYesmeasure
% Abandoned Contacts < 60 secondsIn the contacts that were abandoned, the percentage of contacts that were abandoned in less than 60 seconds.percentage##.#%Inbound Contacts (% Abandoned Contacts)N/Ameasure
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"##"ContactsYesdimension
Agent DisconnectedAllows 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.
StringYes/NoContactsN/Adimension
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 timeyyyy-mm--dd hh:mm:ssContactsYesdimension
Answer TimestampThe time reference used to filter the timeframe for analysis, based on the answered at timestamp of each contact.date timeFiltersYesdimension
% 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#.#ContactsYesmeasure
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 - secondsAverage 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###.#ContactsYesmeasure
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#.#ContactsYesmeasure
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 - secondsAverage 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.stringContactsYesdimension
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."+##########"ContactsYesdimension
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 accountstringContactsYesdimension
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.stringContactsYesdimension
Callback Whether or not the caller requested a callback from queue (note: true or false). Includes requests from Callback API.stringtrue / falseContactsYesdimension
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)."+##########"ContactsYesdimension
Connected At Timestamp of the moment the contact person answered the contact the agent started (outbound only).date timeyyyy-mm--dd hh:mm:ssContactsYesdimension
Connect Timestamp The time reference used to filter the timeframe for analysis, based on the "connected at" timestamp of each contact.date timeFiltersYesdimension
Contact ID Unique identifier for ContactsContactsYesdimension
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)."+##########"ContactsYesdimension
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)
stringContactsYesdimension
Contacts Ring GroupReference 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.stringFiltersYesdimension
Connect TimeThe time the contact was connecting with the contact person (when direction outbound).in seconds"##"ContactsYesdimension
Data StatusYou 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.
StringValid/DamagedFiltersYesdimension
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 3stringContactsNodimension
Direct Assignment User(s) (filter)Filter that allows to configure the outcome of the Direct Assignment User(s) dimension.stringFiltersYesdimension
Direct Assignment IDsUnique identifier for Direct Assignment Assignment User(s).stringContactsNodimension
Direction If the contact is inbound or outboundstringContactsYesdimension
Duration The diference between finished at and start at timestamps. Is shown in secondsnumber###ContactsYes
Finished at The date time record of when the contact ended.date timeyyyy-mm--dd hh:mm:ssContactsYesdimension
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.FiltersYesdimension
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###ContactsYesdimension
Handling Ring GroupThe Ring Group that handled the contact, and which may not be necessarily the one that was configured to be the “first assigned to”.stringContactsNodimension
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 durationsseconds##
% 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)stringtrue / falseContactsYesdimension
Inside Service Level If the contact was answered inside the defined Service Level threshold (note: true or false)stringtrue / falseContactsYesdimension
Interaction ID Unique identifier for InteractionsstringContactsYesdimension
MAX Abandon Time - secondsThe 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 - secondsThe 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 - secondsThe longest duration of time the contact was connecting with the contact person (when direction outbound).
MAX Duration - secondsContact with the longest duration (difference between end at - start at timestamps)
MAX Handle Time - secondsThe 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 - secondsThe longest duration of the times when agents explicitly pressed the hold button until returning back to conversation with contact person.
MAX Hold Time - secondsThe longest duration of the sum of both Soft and Hard hold durations in a contact
MAX Ring Time - secondsThe 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 - secondsThe 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 - secondsThe longest duration of the time a contact person was put on hold due to a warm transfer.
MAX Talk Time - secondsLongest 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 - secondsThe 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 - secondsThe longest duration of time it takes since entering the until reaching voicemail prompt.
MAX Wait Time - secondsLongest 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 - secondsThe 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 - secondsThe 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 - secondsThe shortest duration time the contact was connecting with the contact person (when direction outbound).
MIN Duration - secondsContact with the shortest duration
MIN Handle Time - secondsThe 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 - secondsThe shortest duration of the times when agents explicitly pressed the hold button until returning back to conversation with contact person.
MIN Hold Time - secondsThe shortest duration of the sum of both Soft and Hard hold durations in a contact
MIN Ring Time - secondsThe 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 - secondsThe 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 - secondsThe shortest duration of the time a contact person was put on hold due to a warm transfer.
MIN Talk Time - secondsShortest 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 - secondsThe 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 - secondsThe shortest duration of time it takes since entering the until reaching voicemail prompt.
MIN Wait Time - secondsShortest 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 DateThe date when the Outbound Dialer campaign was created.date
Outbound Dialer Campaign IDThe ID of the Outbound Dialer campaign. Only available if the Outbound Dialer feature is enabled on the account.string
Outbound Dialing ModeThe dialing mode of the Outbound Dialer campaign. Currently, only the predictive mode is supported.string
Outbound Dialer Campaign NameThe name of the Outbound Dialer campaign.string
Outbound Dialer Campaign StateThe 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.stringContactsdimensionYes
Number of Outbound Dialer CampaignsThe total number of Outbound Dialer campaigns.string
Ring Group NameRing Group is the queue where the contact was assigned to at assignment moment.string##Ring Group IdentificationNodimension
Ring TimeThe total time it took for an agent in the contact center to answer the contact after it first started ringing, in seconds.in seconds##ContactsYesdimension
Service Level "Percentage of Contacts answered within the defined threshold for Service Level

sumAnswered(Within Service Level) / (sum(Inbound)-sum(short abandoned))"
percentage"##.#%"Inbound ContactsYesmeasure
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 abandonin seconds"##"ContactsYesdimension
% Short Abandon Contacts The percentage of contacts with type is short abandoned calculated based on the number of total contacts%##.#Inbound ContactsYesmeasure
Soft Hold Time Duration of the time the contact person is put on hold due to a warm transfer.in seconds"##"ContactsYesdimension
Started At Contact timestamp record regardless of direction (inbound or outbound).date timeyyyy-mm--dd hh:mm:ssContactsNodimension
Start TimestampThe time reference used to filter the timeframe for analysis, based on the started at timestamp of each contact.date timeFiltersYesdimension
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"##"ContactsYesdimension
Team Name Name of the team of the agent that handled the contactstringContactsYesdimension
Team IDUnique identifier for Team Name.stringContactsNodimension
Time to Missed The time that took to a contact to be missed. This dimension will only contain information in case contact type = missedin seconds"##"ContactsYesdimension
Time to VoicemailThe time it takes since entering the until reaching voicemail prompt.in seconds##ContactsYesdimension
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.stringFiltersYesdimension
Total Contacts On HoldNumber of contacts on hold.number##Inbound ContactsN/Ameasure
% Answered Contacts < 20 secondsThe percentage of total answered contacts in less than 20 seconds.percentage##.#%Inbound Contacts (% Answered Contacts)N/Ameasure
% Answered Contacts < 30 secondsThe percentage of total answered contacts in less than 30 seconds.percentage##.#%Inbound Contacts (% Answered Contacts)N/Ameasure
% Answered Contacts < 60 secondsThe percentage of total answered contacts in less than 60 seconds.percentage##.#%Inbound Contacts (% Answered Contacts)N/Ameasure
Total Answered Contacts < 5 secondsCount of the total number of answered contacts in less than five seconds.number##Inbound Contacts (Total Answered Contacts)N/Ameasure
Total Answered Contacts < 10 secondsCount of the total number of answered contacts in less than ten seconds.number##Inbound Contacts (Total Answered Contacts)N/Ameasure
Total Answered Contacts < 20 secondsCount of the total number of answered contacts in less than 20 seconds.number##Inbound Contacts (Total Answered Contacts)N/Ameasure
Total Answered Contacts < 30 secondsCount of the total number of answered contacts in less than 30 seconds.number##Inbound Contacts (Total Answered Contacts)N/Ameasure
Total Answered Contacts < 60 secondsCount of the total number of answered contacts in less than 60 seconds.number##Inbound Contacts (Total Answered Contacts)N/Ameasure
Total Answered Contacts < 120 secondsCount of the total number of answered contacts in less than 120 seconds.number##Inbound Contacts (Total Answered Contacts)N/Ameasure
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####ContactsYesmeasure
Total Inbound ContactsSum 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 ContactsYesmeasure
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###ContactsYesmeasure
% Transfer In Of the contacts corresponding to the filters set what percentage correspondes to Transfer In = Yespercentage##.#%
Total Transfer In Count of the total transfers in for the given filtering settingnumber###
Transfer In (Yes/No If the contact origin was a transfer this dimension will return Yesstring(Yes/No)
Transfer In Type If the Transfer In was Warm or Blind Transferstring(Warm/Blind)
% Transfer Out Of the contacts corresponding to the filters set what percentage correspondes to Transfer Out = Yespercentage
Total Abandoned Contacts < 10 secondsCount of the total number of contacts that were abandoned in less than ten seconds.number##Inbound Contacts (Total Abandoned Contacts)N/Ameasure
Total Abandoned Contacts < 20 secondsCount of the total number of contacts that were abandoned in less than 20 seconds.number##Inbound Contacts (Total Abandoned Contacts)N/Ameasure
Total Abandoned Contacts < 30 secondsCount of the total number of contacts that were abandoned in less than 30 seconds.number##Inbound Contacts (Total Abandoned Contacts)N/Ameasure
Total Abandoned Contacts < 60 secondsCount of the total number of contacts that were abandoned in less than 60 seconds.number##Inbound Contacts (Total Abandoned Contacts)N/Ameasure
Total Abandoned Contacts >= 60 secondsCount of the total number of contacts that were abandoned in greater or equal than 60 seconds.number##Inbound Contacts (Total Abandoned Contacts)N/Ameasure
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.stringContactsdimension
User IDUnique identifier for agent user name.stringContactsNodimension
% Voicemail contacts The percentage of contacts with type is voicemail calculated based on the number of total inbound contactspercentage
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"##"Contactsdimension
Within Service Level ThresholdBased 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 agentstringtrue / falseContactsYesdimension