Webex Contact Center – Definitions and Dictionary Guide 

Applies to: 

• Webex Contact Center users. 

• Reporting and analytics users. 

• Contact center administrators. 

• IT and support teams analyzing call data. 

Common Causes or Issues 

• Confusion between Contacts and Events in reporting. 

• Misinterpretation of metrics (e.g., why event counts are higher than contact counts). 

• Difficulty understanding how interactions are broken down in reports. 

• Inconsistent reporting analysis due to misunderstanding of the data structure. 
   

Understanding Contacts vs. Events 

 This guide explains the fundamental difference between Contacts and Events, which is critical for accurate reporting and analytics. 

Contact 

A Contact represents the entire customer interaction from start to finish. 

For example, when a customer calls the contact center, that entire call — from the moment it begins until it ends — is counted as one contact. 

Event 

An Event represents a step or state change that happens during the contact. 

Events describe what happens during the interaction, such as: 

• Entering a queue. 

• Ringing an agent. 

• Talking to an agent.

• Being placed on hold.

• Being transferred.

• Completing wrap-up.

Because multiple steps can happen during a call, one contact can generate multiple events.

Key Concepts 

• A single contact can generate multiple events. 

• Contacts = whole interaction. 

• Events = individual steps within the interaction. 

Example Scenario 

Customer Calls → Queue → Ring Agent → Agent Answers → Call Ends 

Events Generated 

• Enter queue. 

• Ring agent. 

• Talk to agent. 

• Call end.

Metric	Count
Contact Count	1
Event Count	4

Agent Search Set Statistics and Grouping Statistics 

Total Calls

Field	Description
Event Count	Total number of individual call events recorded. Events represent state changes during a contact such as ringing, talk, hold, transfer, or wrap-up. A single contact may generate multiple events.
Contact Count	Total number of unique contacts recorded during the reporting period. A contact represents a complete customer interaction from the moment it begins until it ends. Each interaction is counted once regardless of how many events occur during the contact.
Event Duration	Total cumulative time spent across all events within contacts during the reporting period.
Contact Duration	Total duration of the contact from the moment the interaction begins until it ends.
Average Contact Duration	The average duration of contacts. Calculated as total contact duration divided by total contact count.
Average Event Duration	The average duration of individual events during contacts.
Max Contact Duration	The longest duration recorded for a single contact during the reporting period.
Max Event Duration	The longest duration recorded for a single event within a contact.

Ringing Calls

Field	Description
Contact Ring Time	Total time contacts spend ringing agents before being answered, redirected, or ending.
Event Ring Time	Total time spent in ringing events across all contacts. A contact may generate multiple ringing events if it rings multiple agents.
Contact Ring Time %	Percentage of total contact duration spent ringing agents.
Event Ring Time %	Percentage of event duration that occurred in ringing states.
Average Contact Ring Time	Average amount of ringing time per contact.
Average Event Ring Time	Average duration of ringing events.
Max Contact Ring Time	Longest ringing duration recorded for a contact.
Max Event Ring Time	Longest individual ringing event recorded.

Connected Calls

Field	Description
Contact Talk Time	Total time contacts spent connected to agents in active conversation.
Event Talk Time	Total time spent in talk events across contacts.
Contact Talk Time %	Percentage of total contact duration spent in talk time.
Event Talk Time %	Percentage of event duration spent in talk events.
Average Contact Talk Time	Average amount of talk time per contact.
Average Event Talk Time	Average talk duration per event.
Max Contact Talk Time	Longest talk time recorded for a single contact.
Max Event Talk Time	Longest talk event recorded during a contact.

Handled Time

Field	Description
Contact Handle Time	Total time agents spent handling contacts, including talk time and hold time.
Event Handle Time	Total time spent handling events during contacts.
Contact Handle Time %	Percentage of total contact duration spent handling the contact.
Event Handle Time %	Percentage of event duration spent handling events.
Average Contact Handle Time	Average amount of time agents spend handling contacts.
Average Event Handle Time	Average handle duration per event.
Max Contact Handle Time	Longest handling time recorded for a single contact.
Max Event Handle Time	Longest individual handling event recorded.

Hold Calls

Field	Description
Contact Hold Time	Total time contacts spent on hold during interactions.
Event Hold Time	Total time spent holding events across contacts.
Contact Hold Time %	Percentage of contact duration spent on hold.
Event Hold Time %	Percentage of event duration spent on hold events.
Average Contact Hold Time	Average hold time per contact.
Average Event Hold Time	Average hold time per event.
Max Contact Hold Time	Longest hold time recorded during a contact.
Max Event Hold Time	Longest individual hold event recorded.

Wrap-Up Calls

Field	Description
Contact Wrap-Up Time	Total time agents spend completing post-call work after a contact ends.
Event Wrap-Up Time	Total time spent in wrap-up events across contacts.
Contact Wrap-Up Time %	Percentage of contact duration spent in wrap-up activity.
Event Wrap-Up Time %	Percentage of event duration spent in wrap-up events.
Average Contact Wrap-Up Time	Average wrap-up time per contact.
Average Event Wrap-Up Time	Average wrap-up duration per event.
Max Contact Wrap-Up Time	Longest wrap-up duration recorded for a contact.
Max Event Wrap-Up Time	Longest wrap-up event recorded.

Contact Disposition – Handled

Field	Description
Handled Contact Count	Number of contacts successfully handled by an agent.
Handled Event Count	Number of events associated with handled contacts.
Handled Contact %	Percentage of contacts that were handled by agents.
Handled Event %	Percentage of events associated with handled contacts.
Handled Contact Duration	Total duration of handled contacts.
Handled Event Duration	Total event duration associated with handled contacts.
Handled Average Contact Duration	Average duration of handled contacts.
Handled Average Event Duration	Average duration of events associated with handled contacts.
Handled Max Contact Duration	Longest duration recorded for a handled contact.
Handled Max Event Duration	Longest event duration recorded for handled contacts.

Contact Disposition – Abandoned 

Field	Description
Abandoned Contact Count	Number of contacts that ended before being handled by an agent.
Abandoned Event Count	Number of events associated with abandoned contacts.
Abandoned Contact %	Percentage of contacts that were abandoned before being handled.
Abandoned Event %	Percentage of events associated with abandoned contacts.
Abandoned Contact Duration	Total duration of abandoned contacts.
Abandoned Event Duration	Total event duration associated with abandoned contacts.
Abandoned Average Contact Duration	Average duration of abandoned contacts.
Abandoned Average Event Duration	Average duration of events for abandoned contacts.
Abandoned Max Contact Duration	Longest abandoned contact duration recorded.
Abandoned Max Event Duration	Longest abandoned event duration recorded.

Agent Presented Calls 

Field	Description
Agent Presented Count	Number of contacts presented to agents for handling.
Agent RNA Count	Number of contacts where the agent did not answer (Ring No Answer).
Agent Handled Count	Number of contacts successfully handled by agents.

Queue Time 

Field	Description
Contact Queue Time	Total time contacts spent waiting in queue before being handled or abandoned.
Event Queue Time	Total time spent in queue events.
Average Contact Queue Time	Average time contacts wait in queue.
Average Event Queue Time	Average queue duration per event.
Max Contact Queue Time	Longest queue wait time recorded for a contact.
Max Event Queue Time	Longest queue event duration recorded.

Queue Presented Calls 

Field	Description
Queue Presented Count	Number of contacts presented to agents from the queue.

Queue Abandoned Calls 

Field	Description
Queue Abandoned Count	Number of contacts abandoned while waiting in queue.
Abandoned Contact Queue Time	Total queue time for abandoned contacts.
Abandoned Event Queue Time	Total queue event time for abandoned contacts.
Average Abandoned Contact Queue Time	Average queue wait time for abandoned contacts.
Average Abandoned Event Queue Time	Average queue event duration for abandoned contacts.
Max Abandoned Contact Queue Time	Longest queue wait time recorded for an abandoned contact.
Max Abandoned Event Queue Time	Longest queue event duration recorded for abandoned contacts.

Queue Handled Calls 

Field	Description
Queue Handled Count	Number of queued contacts that were successfully handled by agents.
Handled Contact Queue Time	Total queue time for contacts that were eventually handled.
Handled Event Queue Time	Total queue event duration for handled contacts.
Average Handled Contact Queue Time	Average queue wait time for handled contacts.
Average Handled Event Queue Time	Average queue event duration for handled contacts.
Max Handled Contact Queue Time	Longest queue wait time recorded for a handled contact.
Max Handled Event Queue Time	Longest queue event duration recorded for handled contacts.

Agent State Detail Fields 

The Agent State Detail report provides a timeline of agent activity states during a reporting period. Each record represents a period of time an agent spent in a specific state such as Available, On Call, Idle, or Wrap-Up, allowing supervisors to understand how agents spent their logged-in time. 

Field	Description
Activity Start Time	The date and time when the agent entered a specific activity state.
Activity End Time	The date and time when the agent exited the activity state.
Activity State Duration	The total amount of time the agent remained in the activity state between the start and end times.
Agent Activity State	The state the agent was in during the recorded period. Examples may include Available, Idle, On Call, Wrap-Up, or Not Ready.
Agent Phone Number	The phone number or endpoint associated with the agent session used to handle calls.
Agent Session ID	A unique identifier assigned to the agent’s login session within the contact center platform.
Customer Name	The name associated with the customer interaction, if available from the system or integrated data sources.
Customer Phone Number	The phone number of the customer involved in the interaction.
Idle Code Name	The specific idle or not-ready reason selected by the agent when they are unavailable to receive contacts.
Logged In Duration (Session)	The total amount of time the agent has been logged into the system during the current session.
Queue Name	The queue associated with the contact or activity during the recorded state.
Team	The team or group that the agent belongs to within the contact center configuration.
Wrap Up Code Name	The wrap-up or disposition code selected by the agent after completing a contact to categorize the interaction.

Call History Details 

Date/Time Fields

Field	Description
Date Origination	The calendar date when the contact was initially created in the contact center system.
Time Origination	The time of day when the contact was initially created in the contact center system.
End Date/Time	The date and time when the interaction or event fully ended in the system.
End Date	The calendar date when the interaction or event ended.
End Time	The time of day when the interaction or event ended.
Contact Start Date/Time	The exact date and time when the contact interaction began.
Contact Start Date	The calendar date when the contact began.
Contact Start Time	The time of day when the contact began.
Contact End Date/Time	The exact date and time when the contact interaction ended.
Contact End Date	The calendar date when the contact ended.
Contact End Time	The time of day when the contact ended.
Agent Contact Time	The time when an agent became connected to or began handling the contact.
Agent End Time	The time when the agent stopped handling the contact (for example after transfer, disconnect, or completion).
Monitoring Start Date/Time	The date and time when call monitoring began for the contact.
Monitoring Start Date	The calendar date when call monitoring began.
Monitoring Start Time	The time of day when call monitoring began.

Customer Fields

Field	Description
Customer Name	The name associated with the customer involved in the interaction. This value may come from CRM integrations, contact center workflows, or data collected during the interaction.
Customer Email	The email address associated with the customer interaction, if captured by the contact center system or integrated applications.

Call History Agent Fields 

Field	Description
Agent Phone Number	The phone number or endpoint used by the agent to handle the contact.
Agent Full Name	The full name of the agent who handled the contact interaction.
Agent First Name	The first name of the agent associated with the contact.
Agent Last Name	The last name of the agent associated with the contact.
Agent ID	The unique identifier assigned to the agent within the contact center system.
Agent Session ID	A unique identifier representing the specific login session of the agent when handling the contact.
Agent Channel ID	The identifier for the communication channel used by the agent session for the interaction.
Last Agent Full Name	The full name of the last agent who handled the contact before it ended or was transferred.
Last Agent ID	The unique identifier of the last agent who handled the contact.
Previous Agent Name	The name of the agent who handled the contact immediately before it was transferred to another agent.
Previous Agent ID	The unique identifier of the agent who previously handled the contact before the current agent.
Previous Agent Session ID	The session ID of the agent who handled the contact prior to the current agent.
Destination Agent Name	The name of the agent to whom the contact was transferred.
Destination Agent ID	The unique identifier of the agent who received the transferred contact.
Destination Agent Phone Number	The phone number or endpoint used by the destination agent receiving the transferred contact.
Destination Agent Session ID	The session identifier of the agent who received the transferred contact.
Destination Agent Channel ID	The communication channel identifier associated with the destination agent handling the transferred contact.
Preferred Agent Name	The name of the agent designated as the preferred or requested agent for the contact, if configured in the contact routing logic.

Duration Fields 

Field	Description
Contact Duration (hh:mm:ss)	The total duration of the contact interaction from the moment it begins until it ends, displayed in hours, minutes, and seconds.
Contact Duration (seconds)	The total duration of the contact interaction expressed as a numeric value in seconds.
Event Duration (seconds)	The total duration of a specific event during the contact interaction, expressed in seconds.
Contact Ring Time (hh:mm:ss)	The total time the contact spent ringing agents before being answered, transferred, or ending, displayed in hours, minutes, and seconds.
Contact Ring Time (seconds)	The total ringing time for the contact expressed in seconds.
Ring Time (hh:mm:ss)	The duration of a ringing event during the interaction, displayed in hours, minutes, and seconds.
Ring Time (seconds)	The duration of a ringing event expressed as a numeric value in seconds.
Contact Talk Time (hh:mm:ss)	The total time the customer was actively connected and speaking with an agent during the contact, displayed in hours, minutes, and seconds.
Contact Talk Time (seconds)	The total talk time for the contact expressed in seconds.
Agent Talk Time (hh:mm:ss)	The duration of time an agent spent actively talking with the customer during the interaction, displayed in hours, minutes, and seconds.
Agent Talk Time (seconds)	The agent’s talk time expressed in seconds.
Contact Hold Time (hh:mm:ss)	The total amount of time the contact spent on hold during the interaction, displayed in hours, minutes, and seconds.
Contact Hold Time (seconds)	The total hold time for the contact expressed in seconds.
Agent Hold Time (hh:mm:ss)	The amount of time the agent placed the customer on hold during the interaction, displayed in hours, minutes, and seconds.
Agent Hold Time (seconds)	The agent hold time expressed in seconds.
Contact Wrap-Up Time (hh:mm:ss)	The total time the agent spent completing post-call work after the contact ended, displayed in hours, minutes, and seconds.
Contact Wrap-Up Time (seconds)	The wrap-up time for the contact expressed in seconds.
Wrap-Up Time (hh:mm:ss)	The duration of the wrap-up event associated with the interaction, displayed in hours, minutes, and seconds.
Wrap-Up Time (seconds)	The duration of the wrap-up event expressed in seconds.
Contact Handle Time (hh:mm:ss)	The total time the agent spent handling the contact, including talk time and hold time, displayed in hours, minutes, and seconds.
Contact Handle Time (seconds)	The total amount of time spent handling the contact, expressed in seconds. This includes the portions of the interaction where the contact is actively being worked by an agent, such as talk time and hold time.
Handle Time (hh:mm:ss)	The duration of the handle event for the interaction, displayed in hours, minutes, and seconds. This represents the time spent actively handling the contact.
Handle Time (seconds)	The duration of the handle event expressed as a numeric value in seconds.
Contact Queue Time (hh:mm:ss)	The total amount of time the contact spent waiting in queue before being answered, abandoned, or otherwise exiting the queue, displayed in hours, minutes, and seconds.
Contact Queue Time (seconds)	The total queue time for the contact expressed in seconds.
Queue Time (hh:mm:ss)	The duration of a queue event during the interaction, displayed in hours, minutes, and seconds.
Queue Time (seconds)	The duration of a queue event expressed as a numeric value in seconds.
Contact IVR Time (hh:mm:ss)	The total amount of time the contact spent in IVR before reaching an agent, queue, or the end of the interaction, displayed in hours, minutes, and seconds.
Contact IVR Time (seconds)	The total IVR time for the contact expressed in seconds.
Post Call Duration Time (hh:mm:ss)	The amount of time recorded after the call interaction ended, displayed in hours, minutes, and seconds. This is used to represent post-call processing or system-tracked time following the live interaction.
Post Call Duration Time (seconds)	The post-call duration expressed as a numeric value in seconds.

Customer Session Detail Fields 

Field	Description
Status	The final state of the contact interaction, such as completed, abandoned, or failed.
Originating Number	The phone number of the caller initiating the contact (often referred to as ANI).
Destination Number	The phone number or dialed number that the caller used to reach the contact center (often referred to as DNIS).
Contact Reason	The reason or category associated with the contact, defined by routing logic, IVR selections, or system configuration.
Direction	Indicates whether the interaction was inbound or outbound.
Outdial Type	Identifies the type of outbound call, such as preview, progressive, or manual dialing depending on the system configuration.
Handled By Preferred Agent?	Indicates whether the contact was handled by the preferred agent assigned by routing logic.
Routing Type	The routing method used by the contact center to deliver the contact to an agent, such as queue-based routing or skill-based routing.
Customer Satisfaction Score	The satisfaction score provided by the customer after the interaction, if a post-call survey or feedback mechanism is configured.
Blind Transfer Count	The number of blind transfers that occurred during the interaction. A blind transfer sends the contact directly to another agent or queue without consultation.
Conference Count	The number of conference events that occurred during the interaction where multiple participants were connected to the call simultaneously.
Conference Duration (hh:mm:ss)	The total duration of conference events during the interaction, displayed in hours, minutes, and seconds.
Conference Duration (seconds)	The total conference duration expressed in seconds.
Consult Count	The number of consult events during the interaction where an agent consulted with another agent before completing a transfer.
Consult Duration (hh:mm:ss)	The total duration of consult events during the interaction, displayed in hours, minutes, and seconds.
Consult Duration (seconds)	The total consult duration expressed in seconds.
IVR Count	The number of IVR interactions or segments encountered during the contact before reaching an agent or another endpoint.
Connected Count	The number of times the contact was successfully connected to an agent during the interaction.
Consult to Queue Count	The number of consult transfers that were directed to a queue instead of an individual agent.
Consult to Queue Duration (hh:mm:ss)	The total duration of consult events involving a queue, displayed in hours, minutes, and seconds.
Consult to Queue Duration (seconds)	The total amount of time spent in consult interactions involving a queue, expressed in seconds.
Transfer Count	The total number of transfer events that occurred during the contact interaction.
Transfer Error Count	The number of transfer attempts that failed due to system errors, unavailable destinations, or routing failures.
Transfer to Entry Point Count	The number of transfers directed to an entry point within the contact center flow.
Consult to Entry Point Count	The number of consult interactions directed to an entry point before completing a transfer.
Consult to Entry Point Duration (hh:mm:ss)	The total duration of consult interactions involving an entry point, displayed in hours, minutes, and seconds.
Consult to Entry Point Duration (seconds)	The total consult duration involving an entry point expressed in seconds.
Agent to DN Transfer Count	The number of transfers made from an agent to a direct dial number (DN), such as an external number or internal extension.
Agent to Agent Transfer Count	The number of transfers made from one agent to another agent during the interaction.
Agent Transferred In Count	The number of times an agent received a transferred contact from another agent or queue.
Agent to Entry Point Transfer Count	The number of transfers made from an agent to an entry point in the contact center routing flow.
Agent to Queue Transfer Count	The number of transfers made from an agent directly to a queue.
Call Completed Count	The number of contacts that completed successfully without being abandoned or failing during routing.
Outdial Consult to Queue Count	The number of consult interactions initiated from an outbound call that were directed to a queue.
Outdial Consult Count	The number of consult interactions initiated during outbound calls.
Overflow Count	The number of times the contact overflowed from one queue to another due to routing rules, time thresholds, or capacity limits.
Paused Count	The number of times the contact interaction was paused during its lifecycle.
Queue Transfer to Entry Point Count	The number of transfers from a queue to an entry point within the routing flow.
Queue Transfer to Queue Count	The number of times a contact was transferred from one queue to another queue.
Paused Duration (hh:mm:ss)	The total time the interaction remained in a paused state, displayed in hours, minutes, and seconds.
Paused Duration (seconds)	The total paused duration expressed in seconds.
Paused Duration (seconds)	The total amount of time the contact interaction remained in a paused state, expressed in seconds.
Resumed Count	The number of times a paused interaction was resumed.
Capture Requested?	Indicates whether call recording or media capture was requested for the interaction.
Transcription Available	Indicates whether a transcription of the interaction is available.
Auto CSAT	Indicates whether an automated customer satisfaction survey was triggered for the interaction.
Contact Offered	Indicates whether the contact was offered to an agent.
Contact Handled	Indicates whether the contact was successfully handled by an agent.
Escalated to Queue	Indicates whether the interaction was escalated and routed to a queue during its lifecycle.
Opt Out of Queue	Indicates whether the customer chose to exit or opt out of the queue during the interaction.
Short in IVR Count	The number of contacts that disconnected after spending only a short amount of time in the IVR.
Short in Queue Count	The number of contacts that disconnected shortly after entering the queue.
Silent Monitoring Count	The number of silent monitoring sessions that occurred during the interaction.
Total Monitoring Count	The total number of monitoring sessions performed on the interaction.
Sudden Disconnect Count	The number of times the interaction ended unexpectedly due to a disconnect.
Is Outdial?	Indicates whether the interaction was initiated as an outbound call.
Is Monitored?	Indicates whether the interaction was monitored by a supervisor or authorized user.
Monitor Full Name	The full name of the user who monitored the interaction.
Barged?	Indicates whether a supervisor barged into the call, joining the interaction with the agent and customer.
Barged In Duration (hh:mm:ss)	The total amount of time a supervisor remained barged into the call, displayed in hours, minutes, and seconds.
Barged In Duration (seconds)	The duration of the barge-in event expressed in seconds.
Barged In Count	The number of times a supervisor barged into the interaction.
Barged In Failed Count	The number of barge-in attempts that failed during the interaction.
Total BNR Duration (hh:mm:ss)	The total duration of barge-in related events during the interaction, displayed in hours, minutes, and seconds.
Total BNR Duration (seconds)	The total duration of barge-in related events expressed in seconds.
Agent Hang Up Count	The number of times the agent disconnected the interaction.
Chained In to Entry Point Count	The number of times the contact was routed from one entry point to another entry point in the routing flow.
Chained In to Queue Count	The number of times the contact was routed or chained into another queue during the interaction.
Entry Point Transfer to Entry Point Count	The number of transfers from one entry point to another entry point within the routing configuration.
Full Monitoring Count	The number of monitoring sessions where the monitor had full monitoring capability during the interaction.
Midcall Monitoring Count	The number of monitoring sessions that began after the call had already started.

Customer Activity Detail Fields 

Field	Description
Activity Name	The name of the activity performed during the interaction. This corresponds to a step or action executed in the contact center flow.
Activity ID	A unique identifier assigned to the activity within the contact center workflow.
Activity Type	The category or type of activity performed during the interaction, such as IVR processing, routing, queueing, or agent handling.
Event Name	The specific event that occurred during the contact lifecycle, representing a change in state or routing step.
Previous State	The system state of the contact immediately before the current event occurred.
Next State	The system state the contact transitioned to after the event was processed.
Child Contact Type	Identifies the type of child contact created during the interaction, resulting from transfers, consults, or related call segments.
Child Contact ID	The unique identifier of a related or child contact created as part of the interaction.
BNR Mode	Indicates the barge-in or monitoring mode applied during the interaction, such as silent monitoring or barge-in.
Channel Type	The communication channel used for the interaction, such as voice, chat, email, or another supported channel.
Origin	The source location or system component from which the interaction originated within the contact center flow.
Destination	The target location or system component where the interaction was routed next within the contact center flow.

Contact Service Queue Fields 

Field	Description
Queue ID	The unique identifier assigned to the queue associated with the contact interaction.
First Queue Name	The name of the first queue the contact entered during the interaction.
First Queue ID	The unique identifier of the first queue the contact entered.
Last Queue Name	The name of the last queue the contact was routed to before being handled or exiting the queue flow.
Last Queue ID	The unique identifier of the last queue the contact entered during the interaction.
Last Queue Queue Time (hh:mm:ss)	The amount of time the contact spent waiting in the last queue, displayed in hours, minutes, and seconds.
Last Queue Queue Time (seconds)	The time the contact spent waiting in the last queue expressed in seconds.
Previous Queue Name	The name of the queue the contact was in immediately prior to the current or last queue.
Previous Queue ID	The unique identifier of the queue the contact was previously routed through.
Queue Count	The number of queues the contact entered during the interaction.
Destination Queue Name	The name of the queue to which the contact was routed after leaving the current queue.
Destination Queue ID	The unique identifier of the queue the contact was routed to after leaving the current queue.

Survey Fields 

Field	Description
Survey Opt-in	Indicates whether the customer agreed to participate in a post-interaction survey.
Survey Type	The type of survey presented to the customer, such as CSAT or another configured feedback survey.
Number of Survey Questions Answered	The total number of survey questions the customer answered during the survey session.
Number of Survey Questions Presented	The total number of survey questions that were presented to the customer during the survey.
Survey Completed	Indicates whether the customer completed the survey.
Survey Comment	Any optional comment or feedback provided by the customer during the survey.

Callback Fields 

Field	Description
Is Callback?	Indicates whether the interaction was created as a callback request rather than a standard inbound contact.
Callback Request Date/Time	The date and time when the callback request was created in the system.
Callback Request Date	The calendar date when the callback request was submitted.
Callback Request Time	The time of day when the callback request was submitted.
Callback Connection Date/Time	The date and time when the callback attempt successfully connected to the customer.
Callback Connection Date	The calendar date when the callback connection occurred.
Callback Connection Time	The time of day when the callback connection occurred.
Callback Number	The phone number that the system dialed to reach the customer for the callback.
Callback Status	The status of the callback request, such as pending, completed, or failed.
Callback Origin	The source where the callback request was generated, such as IVR, queue option, or workflow.
Callback Type	The type of callback configured in the system, such as scheduled callback or virtual queue callback.
Callback Queue Name	The queue associated with the callback request.
Callback Agent Name	The name of the agent who handled the callback interaction.
Callback Team Name	The team associated with the agent handling the callback.
Callback Retry Count	The number of retry attempts made to connect the callback if previous attempts failed.

Campaign Fields 

Field	Description
Campaign Name	The name of the outbound campaign associated with the interaction.
Campaign ID	The unique identifier assigned to the campaign within the contact center system.
Campaign Status	The current status of the campaign associated with the interaction, such as active, paused, or completed.
Is Campaign?	Indicates whether the interaction was initiated as part of an outbound campaign.

Entry Fields 

Field	Description
Entry Point	The entry point through which the contact entered the contact center system. Entry points represent the initial routing location, such as a phone number, IVR entry, or digital channel.
Entry Point ID	The unique identifier assigned to the entry point.
Last Entry Point	The most recent entry point the contact passed through during its lifecycle.
Last Entry Point ID	The unique identifier of the last entry point associated with the contact.
Consult Entry Point Name	The name of the entry point involved in a consult interaction.
Consult Entry Point ID	The unique identifier of the entry point used during a consult interaction.

Skill Fields 

Field	Description
Skill Profile	The skill profile used to determine which agents are eligible to handle the contact based on configured skills.
Contact Skill Assigned	Indicates the skill or set of skills assigned to the contact for routing purposes.
Skill Assigned	The specific skill used by the routing engine to match the contact with a qualified agent.

Site Fields 

Field	Description
Site	The site or location associated with the contact or agent within the contact center configuration.
Site ID	The unique identifier assigned to the site.
Last Site	The last site associated with the contact during its lifecycle.
Last Site ID	The unique identifier of the last site associated with the contact.

IVR 

Field	Description
Contact IVR Script (Flow Name)	The name of the IVR script or flow that processed the contact interaction.
Contact IVR Script ID	The unique identifier of the IVR script or flow used during the interaction.
Contact IVR Script Tag (Flow Tag)	A label or tag associated with the IVR flow used for reporting or categorization.
Contact IVR Script Tag ID	The unique identifier of the IVR script tag.
Script Name	The name of the IVR script that executed during the contact interaction.
Script ID	The unique identifier assigned to the IVR script.
Script Tag	A tag or label associated with the script for categorization or reporting purposes.
Script Tag ID	The unique identifier assigned to the script tag.
Flow Activity Name	The name of the specific activity or step executed within the IVR flow during the interaction.
Flow Activity Sequence	The sequence number representing the order in which the IVR flow activity occurred during the interaction.
IVR Ended Count	The number of times the interaction ended while still in the IVR flow, without progressing to an agent or queue.

Team Fields 

Field	Description
Team	The team associated with the agent who handled the contact interaction.
Team ID	The unique identifier assigned to the team.
Last Team	The last team associated with the contact before the interaction ended or was transferred.
Last Team ID	The unique identifier of the last team associated with the contact.
Destination Team	The team to which the contact was routed during a transfer or routing step.
Destination Team ID	The unique identifier of the destination team associated with the contact.

Wrap-Up Fields 

Field	Description
Wrap-Up Code	The disposition code selected by the agent after completing the interaction to categorize the outcome of the contact.
Wrap-Up Code ID	The unique identifier assigned to the wrap-up code selected for the contact.

Call Info Fields 

Field	Description
Contact Disposition	The final classification or outcome of the contact interaction, such as handled, abandoned, or transferred.
Contact Handle Type	The method or type of handling applied to the contact, such as agent-handled or automated handling through IVR or workflow.
Contact Termination Reason	The reason recorded for why the contact ended, such as customer disconnect, agent disconnect, or system termination.
Contact Termination Type	The category describing how the contact was terminated, based on system-defined termination conditions.
Termination Reason	A detailed description of the event or condition that caused the contact to end.
Terminating Party	Identifies which party ended the interaction, such as the customer, agent, or system.
Abandoned Type	Indicates the type or classification of abandonment if the contact was abandoned before being handled by an agent.

Service Level Fields 

Field	Description
Met Service Level?	Indicates whether the contact met the configured service level threshold, based on the amount of time the contact waited in queue before being answered.
Abandoned Service Level Count	The number of contacts that were abandoned before meeting the configured service level threshold.

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