Communication Details

This report is a data export of raw unfiltered data for all communications in your organisation and across all channels. It is intended for experienced VIEW users who have an understanding of how the CONTACT Data Records data source is populated. This is the largest historical data source where every part of every communication to and from storm is recorded in detail. The report is particularly useful for deep diving into data when troubleshooting customer interactions.

 

Basic Information

Category	General
Custom or data export	Data export
Channels
Historical Data Source	CONTACT Data Records
Supported formats
Key to table

Data Export Fields

The following data export fields are displayed. The data written to the fields often varies across the various communication legs generated in an interaction between two or more parties. These are described in detail in the data export field documentation in the storm VIEW Historical Data Source Reference Guide.

 

Call Direction

Call Date/Time

Originating Address

Destination Address

Access

Access Type ID

Time to Connect (in seconds)

Call Duration (in HH:MM:SS)

First Menu Option

Original Queue

Original Queue Wait Time (in seconds)

Agent Group

Agent

Call Set Up Time (in seconds)

Ringing Duration (in seconds)

Talk Time (in HH:MM:SS)

Hold Time (in MM:SS)

Transferred?

Transfer Queue

Transfer Details

Number of Attempted Warm Transfers

Number of Completed Warm Transfers

Number of Attempted Blind Transfers

Number of Completed Blind Transfers

Consultation Call?

Clearing Party

Clearing Cause

Wrap Time (in MM:SS)

Call Completion Code

Report Filters

None.