Contacts Report

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 non-assignment component (examples: Standard IVR, Play Audio, etc) and the customer disconnects the contact at that moment. In this situation, the outcome/type of the contact will also 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.

Short abandoned contacts - inbound contacts disconnected by the contact person within the threshold defined in the system for short abandons.

Voicemails - The Assign & Dial lead to a voicemail component.

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.

The Conference Contacts report provides limited visibility into actions related to conference calls during an interaction. When a guest is added to a call, it is often seen as a consultation without placing the original contact on hold.

To distinguish these "Add Guest" actions from traditional Consultations (where the contact is put on hold), the report identifies them with a Transfer In Type of "Guest" instead of "Warm."

When the owner of a conference call leaves, the call ownership is transferred to another contact. In this case, the Transfer Out Type for the departing contact and the Transfer In Type for the new owner are set to "Host".

Name	Description	Type	Format	Section	Field	Metrics Calculation
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 cases where the contact is abandoned by the contact person while the agent is being rung. This information is only available when when contact type = abandoned.	in seconds	"##"	Contacts	dimension
ACW (after call work) Time	Time it takes to wrap up a contact.	in seconds	"##"	Contacts	dimension
Agent Disconnected	Allows to see if it was the agent that disconnected the inbound/outbound call. For records existing prior to the implementation of this field, the Agent Disconnected value is null. This field is marked as 'Yes' when the agent clicks the end call button. The field will be marked as 'No' if the call is disconnected due to connectivity problems beyond the agent's control.	String	Yes/No	Contacts	dimension
Answered at	Timestamp of the moment the contact was answered by an agent. Applies to inbound contacts only.	date time	yyyy-mm--dd hh:mm:ss	Contacts	dimension
Answer Timestamp	The time reference used to filter the timeframe for analysis. It is based on the 'Answered at' timestamp of each contact record.	date time		Filters	dimension
Callback	Whether or not the contact person requested a callback from queue. Values are 'true' and 'false'. Includes requests from Callback API.	string	true / false	Contacts	dimension
Company Number	For inbound calls, this is the DNIS. For outbound calls, it is the number of the party the agent dialed.		"+##########"	Contacts	dimension
Connected At	For outbound only. Timestamp of the moment the contact person answered the contact the agent initiated.	date time	yyyy-mm--dd hh:mm:ss	Contacts	dimension
Connect Timestamp	The time reference used to filter the timeframe for analysis, based on the 'Connected At' timestamp for each contact record.	date time		Filters	dimension
Contact ID	Unique identifier for Contact records			Contacts	dimension
Contact Person Number	For inbound, this is the caller's ANI. For outbound, this is the agent's Talkdesk ANI.		"+##########"	Contacts	dimension
Contact Type	Shows how each contact was handled: Inbound: Answered, Missed, Abandoned, Short Abandoned, Voicemail, Autopilot Success, Autopilot Escalation or Autopilot Abandoned. Outbound*: Connected or Not Connected. Definitions**: Answered_: Agent connects to the caller (voice channel) Missed_: No eligible agents are available before the contact reaches the end of the flow or all assignment attempts are rejected/ignored by the agent. Abandoned_: Caller disconnects while waiting in queue. Short Abandoned_: Caller disconnects within the short-abandon threshold, set in the account configuration (abandon time <= short abandon threshold). Voicemail_: The flow reached a voicemail component; it does not guarantee that the caller actually left a voicemail. Contacts with 'Voicemail' contact type end once the transition to voicemail is done and the agent has finished ACW, if applicable. Autopilot Success _- the contact is contained by Autopilot, meaning the customer's request was handled without needing escalation. Autopilot Escalation _- autopilot cannot resolve the customer's request and hands over the conversation to a human agent. Autopilot Abandoned_ - the customer leaves (hangs up or disconnects) while Autopilot is still working, especially if the flow hits an error component or the customer exits before resolution or escalation.	string		Contacts	dimension
Contacts Ring Group	The queue (ring group) in which the contact arrived. For Studio flows, this is identified by the value in the Studio Reporting component. When the Reporting component is not used, the Contacts Ring Group is the ring group of the first Assign & Dial component of the flow branch. For classic routing, the Contacts Ring Group is the ring group assigned to the Number, or the ring group assigned to the IVR selection in the routing configuration.	string		Filters	dimension
Connect Time	For outbound contacts only. For connected contacts, it is the time it took to connect to the contact person. For not connected contacts (wrong number, busy, voicemail) it is the time it took to attempt connection to the contact person.	in seconds	"##"	Contacts	dimension
Data Status	You can include or exclude records with errors. This filter will have four options available: “Valid”, “Damaged”, “Inaccurate” 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. Inaccurate Records – Processed records but with logical flawed data (e.g., negative durations).	String	Valid/Damaged/Inaccurate/All	Filters	Dimension
Direct Assignment IDs	Unique identifier for Direct Assignment Assignment User(s).	string
Direct Assignment User(s)	Dimension regarding the direct assignment on Studio Flows. Reflects the User(s) to whom the contact was first configured to be assigned. This dimension does not consider transfers, only the first direct assignment details set in the flow. In cases where more than one user is configured, it will show the list of users in the format: user 1 + user 2 + user 3	string		Contacts	dimension
Direct Assignment User(s)* (filter)	Filter that allows to configure the outcome of the Direct Assignment User(s) dimension.	string		Filters	dimension
Direction	Indicates whether the contact is inbound or outbound	string		Contacts	dimension
Duration	The difference between 'Finished at' and 'Started at' timestamps, displayed in seconds	number	###	Contacts	dimension
Disposition ID	The ID of the Disposition that was applied to the call.	number		Contacts	dimension
Disposition Code	The disposition code applied to the call.	string		Contacts	dimension
Disposition set	Group of dispositions.	string		Call Identification	dimension
Description	The note the agent took at the end of the call.	string		Contacts	dimension
External Number (Forward)	This dimension will return the phone number to which the contact was forwarded in the following use cases: Forward to External Number is configured in Studio Direct Assignment to an External Phone in Studio An External Phone Number is configured in the Agents’ Profile An If-No-Answer Phone Number is configured in the Numbers’ Settings5. If a contact is transferred to an External Number				dimension
Finished at	The date/time the contact ended.	date time	yyyy-mm--dd hh:mm:ss
Finish Timestamp	The time reference used to filter the timeframe for analysis, based on the 'Finished at' timestamp of each contact record.			Filters	dimension
Handle time	The time it takes a user/agent to handle a contact. The time starts when the agent is assigned to the contact and ends the moment the agent ends the After Call Work (ACW) status . Handle time = Talk time + Hold time + ACW time	seconds	###	Contacts	dimension
Handling Ring Group	The Ring Group where the contact was finally handled. This may or may not be the 'Contact Ring Group'.
Hard Hold Time	Duration of the time when the agent explicitly pressed the hold button.	seconds	##		dimension
Hold time	Dimension that reflects the sum of both Soft and Hard hold durations	seconds	##		dimension
Inside Business Hours	If the contact reached the contact center inside the defined Business Hours (note: true or false)	string	true / false	Contacts	dimension
Inside Service Level	Denotes if the contact was answered inside the defined wait time threshold. Applies only to answered contacts.	string	true / false	Contacts	dimension
Interaction ID	Unique identifier for Interaction records.	string		Contacts	dimension
Last Contact	Identifies if the contact the agent disconnected is the last contact of the interaction on inbound/outbound calls.	string	yes/no	Contacts	boolean
Nested disposition	Subcategory within Dispositions to label interactions with more granularity.	string		Call Identification	dimension
Phone Display Name	This is the name that is customized by the user in the Custom Settings of the Company Number in the 'Friendly Name' field. The report returns the name of the number at the time the report is run, not at the time the contact occurred.	string		Contacts	dimension
Ring Group Name	Ring Group is the queue where the contact was assigned at assignment moment.	string	##	Ring Group Identification	dimension
Ring Time	The total time it took for an agent to answer the contact after it first started ringing; reported in seconds.	in seconds	##	Contacts	dimension
Short Abandon Time	For contacts identified as short abandoned, the time between reaching the queue and the contact person's abandoning while in queue.	in seconds	"##"	Contacts	dimension
Soft Hold Time	Duration of time the contact person is put on hold due to a warm transfer.	in seconds	"##"	Contacts	dimension
Started At	Contact timestamp record regardless of direction (inbound or outbound).	date time	yyyy-mm--dd hh:mm:ss	Contacts	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	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. Talk time excludes: Hold time Ring time ACW time	in seconds	"##"	Contacts	dimension
Team ID	Unique identifier for the team of the agent who handled the contact.
Team Name	Name of the team of the agent who handled the contact.	string		Contacts	dimension
Time to Missed	The time between a contact's entering the queue and the time the contact is considered missed. (See contact type for more information) This dimension will only contain information when the contact type = missed	in seconds	"##"	Contacts	dimension
Time to Voicemail	The time between a contact's entering the queue and reaching a voicemail prompt.	in seconds	##	Contacts	dimension
Timezone	Timezone reference to filter the data. The default value is the Account Timezone. When another time zone is selected, data will be reflected in that timezone.	string		Filters	dimension
Transfer Out (Yes/No)	A contact is considered transferred out when when an agent transfers the contact to another agent, a queue, or an external number. The transfer must be completed before it is marked as a transfer in the report. For Warm Transfers this means the agent adds the contact person to the transfer and completes the transfer to the other agent. For Blind Transfers this means transfer is answered.
Transfer Out Type	Warm = The agent starts a consultation to the other agent or external number and completes the transfer to the contact person. Blind = The agent completes a blind/cold transfer to the other agent or external number and the transfer is answered. Host = The agent was on a conference and left the call, transferring the ownership of the call to another contact.
Transfer In (Yes/No)	A contact is considered “transferred in” when an agent or external number is added or transferred into the interaction.	string	(Yes/No)		dimension
Transfer In Type	Warm = The contact was added into the interaction via a consultation. Blind = The contact was added into the interaction via a blind transfer. Guest = The contact was added into the interaction by being added as a conference participant. Host = The current owner of the conference left and passed the ownership to this contact.	string	(Warm/Blind/Guest/Host)		dimension
User ID	Unique identifier for an agent record.	string
User Name	Name of the user (agent) who answered an inbound contact, or who initiated an outbound contact.	string		Contacts	dimension
Wait Time	The time between a contact's entering the queue and being assigned to an agent.	in seconds	"##"	Contacts	dimension	Wait time = Queue time + Ring time + Time spent on any component after the first assignment_. The take non-queue related components into consideration, e.g. the Play Audio component that the Contact Person listens to before reaching the agent
Within Service Level Threshold	Denotes if the contact was answered inside the defined wait time threshold. Applies to all contact types.	string	true / false	Contacts	dimension
Attributes	The attribute(s) assigned to the voice contact. When the AND operator is used on the attributes will be linked through an ampersand, appearing like this: “English & Spanish”. When the OR operator is used on the “Assignment and Dial”, the attributes will be separated by a vertical bar and will appear like this: "Insurance \| Sales”.	string		Contacts	Dimension
Proficiency	The proficiency level(s) of the attributes assigned to the voice contact (e.g. “4;5”).	string		Contacts	Dimension
User Attributes	The attribute(s) assigned to the user (e.g. “Support + Sales”).	string		Contacts	Dimension
User Proficiency	The proficiency level(s) of the attributes assigned to the user (e.g. “4;5”).	string		Contacts	Dimension