Contact History Report

Report source: DW (Data Warehouse)

Report refresh rate: 10 seconds

The Contact History report provides a detailed list of handled interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. The report defaults to the current day. You can:

Edit the date range.
Find a specific interaction by searching for its Contact ID A unique numerical identifier assigned to each contact. or Master Contact ID The master or parent ID for one or more related contacts. A new master contact ID is assigned if a contact is transferred three or more times. in the Master / Contact ID field.
Click Show Options under the date range selector to display filters. You can filter the report by:

The Media Type, Agent, Skill, and Team filters allow you to search for the agents, skills, and teams you want the report to include. The search results appear after you type the first character. You can also filter inactive agents, skills, and teams out of the report by checking the boxes for Exclude Inactive Agents, Exclude Inactive Skills, and Exclude Inactive Teams.

The Number of records originating from same ANI field allows more advanced filtering by including an operator. For example, you could limit the results to any callers who have contacted you 10 or more times with one ANI.

Click Apply Options to run the Contact History report. Click an individual interaction's contact ID to open the Contact Details window.

This report will time out after 20 minutes and is limited to 56 pages of contacts.

Uncompressed calls can be played directly but compressed calls must be downloaded before they can be played. Compressed calls will be downloaded as MP3 files.

View Refused Calls

The Contact History report lets you view calls that were considered refused. A refused call in the report doesn't necessarily mean the contact was lost or that a serious problem occurred. Sometimes a call is considered refused because it was redirected to another agent.

Some refusal reasons may have associated telephony standard cause codes associated with them. This code is sent from the call carrier network to the CXone Mpower ACD and then associated with the call. When this occurs, the cause code is listed. Cause codes 0, 16 and 255 are normal releases of a call and should be associated with calls.

In the Contact Details window, click the Contact Options tab.
Configure the report parameters how you want them, then set the Show Refused option to Yes and select the Display Extended Data checkbox.

Data in this Report

The Contact History report has multiple columns that present data attributes and metrics. Not all of the columns appear by default. If you enable Display Extended Data, all of the columns appear. Many of the columns are for calls and voicemails only. Those will be blank for other media types.

Learn about the columns in the Contact History report

Column	Description
Contact ID	Contact ID A unique numerical identifier assigned to each contact. is a hyperlink. It opens the Contact Details window.
Master Contact ID	Master Contact ID The master or parent ID for one or more related contacts. A new master contact ID is assigned if a contact is transferred three or more times..
Media Type	Media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient., such as phone, email, chat, digital, and voicemail.
Skill	ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. associated with the interaction when it ended.
Agent	Name of the agent that handled the interaction.
Team	Name of the agent's team.
DNIS/To	DNIS The number dialed on inbound or outbound voice calls. or email address the customer contacted.
ANI/From	ANI Also known as caller ID. Listed phone number of an incoming voice call. is the contact's The person interacting with an agent, IVR, or bot in your contact center. phone number or email address. For digital interactions, it's the digital channel ID.
Phone Type	Landline or Cell.
Start Time	Date and time the interaction was initiated.
Duration	How long the interaction lasted. The sum of time it spent in the PreQueue, InQueue, Routing, Interrupted, Callback, and Active states. This field is formatted in HH:MM:SS, MM:SS, or M:SS.
Logged	Indicates whether the interaction was recorded. If it was, you can access the recording in the Contact Details window.
Primary Disposition	Final disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of the interaction when it ended.
Additional Disposition	Secondary disposition assigned to the interaction, if any.
Tags	Tags the agent applied to the interaction. You must enable Display Extended Data to see this and the following columns.
Contact Type	Type of interaction: Original Contact, Skill Transfer, Agent Transfer, Consult Transfer, or Takeover.
Refuse Time	Time the interaction was refused.
Refuse Reason	Reason the interaction was refused.
Routing	Number of times the interaction entered the Routing state.
Active	Number of times the interaction entered the Active state.
Hold	Number of times the interaction entered the Hold state.
Busy	Number of times the interaction entered the Busy state.
Outbound	Indicates an outbound interaction.
Transfer	Indicates a transferred interaction.
Prequeue Abandon	The total number of interactions that contacts abandoned before entering the queue or shortly after. Interactions that were abandoned within two seconds of entering the system are not counted.
Abandon	The total number of interactions that contacts abandoned before being connected with an agent.
Short Abandon	The total number of interactions that contacts abandoned shortly after entering the queue. Short abandons are also counted in Prequeue Abandon but are only counted once in Abandon.
Dialing Error	Indicates a dialing error occurred with the interaction.
Callback	Number of times the interaction entered the Callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state.
Post Queue	Number of times the interaction entered the PostQueue state.
Other	Number of times the interaction entered the Other state.
Script Name	Name of the script the interaction routed through in the IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both..
Cause Code	Corresponds to the telephone network call completion code.

Refusal Reasons

A refused call in the report doesn't necessarily indicate a problem. Sometimes a call is marked as refused because it was redirected to another agent. Refusals should concern you if they are consistent or if you see increasing refusal rates for an individual agent.

Sometimes refusal reasons are associated with standard cause codes from telephony providers. Cause codes are sent from a call carrier network to the ACD application and then associated with the call. When this occurs, the cause code is listed. Cause codes 16 and 255 are normal releases of a call. You should expect to see them associated with calls.

The Refusal Reasons column appears in the report only if you click the Display Extended Data checkbox in Report Options and then run the report.

Refusal reasons are for calls only. They do not apply to other media types.

Learn more about refusal reasons

Refusal Reason	Meaning
Bad Number	The telephone network cause code indicates the called number is no longer in service or is temporarily unavailable. Possible cause codes: 1, 16, 31, 253 Resolution: If you see this refusal reason, first check the validity of the number the agent used to log in. To do so, go to Admin > Employees, open the agent's profile, and click the Login History tab. If the number appears to be valid, check the format of the Global Caller ID set for your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. The agent leg Your audio connection to CXone Mpower for calls and voicemails. is always initiated from the ACD application, which uses your Global Caller ID as the ANI Also known as caller ID. Listed phone number of an incoming voice call. for calls to the agent’s phone. An invalid Global Caller ID could also result in routing issues depending on the carrier used to connect the agent leg. If the Global Caller ID format is also valid, you can contact your Account Representative.
Busy	The platform detected a busy signal or the telephone network cause code indicated the phone or network was busy. Possible cause codes: 17, 34, 46, 254 Resolution: If the agent is using a physical phone, they may have been using it for a call outside the platform when the attempt to deliver a call happened. The agent likely forgot to set their state to Unavailable before making or receiving the non-platform call. This refusal reason could also mean you have no available ports on a circuit or the platform. For outbound calls, it is most likely that the line was busy on the number dialed.
ContactAlreadyRouted	The platform tried to route the call to an agent after the ACD already delivered it to a different agent.
Error	The delivery of the call to the agent was not successful due to a telephone network issue. This is determined by a variety of cause codes that are returned to the platform from the telephone network that indicate the call terminated but was not answered. Possible cause codes: 2, 3, 4, 8, 21, 22, 25, 26, 27, 28, 29, 30, 38, 39, 43, 47, 58, 62, 63, 69, 70, 79, 84, 85, 88, 90, 102, 111, 251, 252 Resolution: The most common cause of this issue is with the physical phone or potentially the phone provider. It may require some validation from the platform.
Invalid Call Leg	One of the call legs The portion of an interaction that takes place between CXone Mpower and the agent. dropped or hung up at the moment the call was being delivered to the agent. This means the call was successfully linked but during the window of time as the whisper or zip tone was being played, the agent canceled or hung up the phone. This issue has two possible causes: 1) Latency delays the linking of the call after call delivery. The agent mistakes this for dead air and hangs up, or 2) The Phone # Timeout in the business unit settings or Station Timeout in the station profile settings has the same value as ACW State that allows an agent to complete work requirements after finishing an interaction. time for a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge..
NoAnswer	The platform was able to initiate a call to the agent over the telephone network and the call was not answered within 45 seconds, depending on the individual refusal timeout, or that one of several specific cause codes were received before the call was answered. Possible cause codes: 18, 19, 41, 127, 246 Resolution: The platform was able to establish a connection to the agent's phone network and attempt to deliver the call. The most common causes are the agent not changing the state to unavailable before stepping away, and connectivity issues, including delay.
LinkFailed	The media server was unable to link the caller and the agent. This should be a fairly uncommon event; it should only occur when there are unusual conditions that prevent this operation from being performed. Resolution: A 'linked' condition occurs when the agent line and caller line are physically connected, or the call goes into an active state. Because the failure of this process is rare, it requires troubleshooting to determine the cause.
Dropped	One of the call legs The portion of an interaction that takes place between CXone Mpower and the agent. dropped or hung up at the moment the call was being delivered to the agent. This means the call was successfully linked but during the window of time as the whisper or zip tone was being played, the agent can cancel or hang up the phone and cause this condition. Resolution: The call was successfully delivered to the agent but the agent hung up before the call was linked to the caller. This occurs any time the agent leg disconnects from the platform when a call is routing. The issue has two possible causes: Latency delays the linking of the call after call delivery, giving the agent the perspective of dead air, or the agent's phone disconnecting from the platform at the time a call is being delivered. The former occurrence can often be recognized by how long it takes for the agent to hear the zip tone. Most commonly this occurs automatically and frequently when the Phone # Timeout or Station Timeout set in the station profile has the same time specified as the ACW State that allows an agent to complete work requirements after finishing an interaction. for a particular skill.
AgentLinkTimeout	Linking to the agent is a process that requires that an agent be selected, a call placed, and that call answered before the NoAnswer Timeout expires, which is set to 45 seconds. If the system is unable to call the agent, receive an answer, and link the agent to the caller in 45 seconds or less, then an AgentLinkTimeout occurs. This is a relatively uncommon event. Resolution: If you were not able to receive an acknowledgment in response to an invite in regards to SIP messaging, this refusal type will usually occur after 60 seconds. Typically this indicates a failure to connect to the agent's phone system or provider.
N/A	This is currently a catch all classification for a refusal. Calls are still be redirected to another agent occurs for other refusals.
(Zero) 0 Cause Code	This is usually given by the router when none of the other codes apply. This cause usually occurs in the same type of situations as cause 1, 88, and 100.
AgentCancelled	The agent selected Reject when a contact was routed to them. This applies to any media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
InvalidCallLeg	This is a system refusal that occurs when the system cancels an interaction. For example, if a contact requests a callback, but then later calls back to the same point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address., using the same phone number, the system automatically cancels the scheduled callback. When this occurs, it displays as a refusal.

Cause Codes

The following table provides descriptions for the cause codes in the Contact History Report.

Some refusal reasons may have associated telephone standard cause codes associated with them. This code is sent from the call carrier network to the platform and then associated with the call. When this occurs, the cause code is listed. The Refusal Reasons column will appear in the report only if you click the Display Extended Data check box in the Report Options and then run the report.

The Cause Code column appears in the report only if you click the Display Extended Data checkbox in Report Options and then run the report.

Cause codes are for calls only. They do not apply to other media types.

Learn more about cause codes

Cause Codes	Description
-1	Default. The system did not get a cause code or cannot determine the cause code.
0	CAUSE_CODE_Origination_DISCONNECT The caller disconnected the call.
1	Check number, redial (unallocated number) The called party cannot be reached because the called party number is in a valid format but is not currently allocated, or assigned.
2	No route to network /Prefix 0 dialed in error The equipment sending this cause does not recognize the transit network in the routing request. This may be because the transit network does not exist or because that particular transit network exists but does not serve the equipment sending the cause. or The prefix "0" is invalid for the entered number.
3	No route to dest./Prefix 1 dialed in error The called party cannot be reached because the network through which the call has been routed does not serve the desired destination. This cause is supported on a network-dependent basis. or A "1" was dialed when not required. Redial without the "1".
4	No prefix 1/Special Information Tone The prefix "1" is not required for this number or The called party cannot be reached, the reason is long-term in nature, and the special information tone was returned to the calling party.
5	Misdialed trunk prefix (National use) A trunk prefix was erroneously included in the called party number.
6	Channel unacceptable A called user cannot negotiate for a B-channel other than that specified in the SETUP message.
7	Call awarded and being delivered on an established channel The user has been awarded the incoming call, and that call is being connected to a channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. already established to that user for similar calls. Examples might include packet-mode, X.25 virtual calls, and so on.
8	Call is proceeding/Preemption Call in process, please standby. or Call has been preempted.
9	Preemption, reserved A call has been preempted due to the circuit being reserved for reuse.
14	Excess digits received, call is proceeding More digits were dialed than expected. Called number has been truncated to the expected number.
16	Disconnect Normal release of a contact and is always expected for interactions. A caller may hang up or otherwise disconnect the call, or the agent may disconnect the contact through the agent application.
17	Busy, try again later (User busy) The called party is unable to accept another call because the user busy condition was encountered. May be generated by the called user or by the network. If the busy condition was determined by the user, the user equipment shows as compatible with the call.
18	No far end response (No user responding) A called party does not respond to a call establishment message within the time allowed (that is, before timer T303 or T310 has expired). The response can be either an alerting or connect indication.
19	No answer (No answer from user, user alerted) The called user has provided an alerting indication, but not a connect indication, within the time allowed (that is, before timer T301 has expired).
20	Subscriber absent A mobile station has logged off, radio contact is not obtained with a mobile station, or a personal telecommunications user is temporarily not addressable at any user-network interface.
21	Call rejected The equipment sending this cause does not wish to accept this call. However, it could have accepted the call because the equipment is neither busy nor incompatible. May also be generated by the network when a call was cleared due to a supplementary service constraint.
22	Number changed The called party number indicated by the calling party is no longer assigned. The new called party number may optionally be included in the diagnostic field. If a network does not support this cause, Cause 1 is used.
25	Exchange routing error The destination indicated by the user cannot be reached. An intermediate exchange released the call due to reaching a limit in executing the hop counter procedure.
26	Non-selected user clearing The user has not been awarded the incoming call.
27	Destination out of order The destination indicated by the user cannot be reached because the interface to the destination is not functioning correctly. A signal message was unable to be delivered to the remote party. For example, there could be a physical layer or data link layer failure at the remote party, or the user equipment might be offline.
28	Incorrect number (invalid number format, address incomplete)/Special intercept announcement The called party cannot be reached because the called party number is not in a valid format or is not complete. or The user should be returned a Special Intercept Announcement.
29	Facility rejected/Special Intercept announcement: undefined code A facility requested cannot be provided by the network. or A user in a special business group (such as Centrex) dialed an undefined code.
30	Result of a STATus ENQuiry/Special intercept announcement: number unassigned Included in the Status Message when the reason for sending the Status Message was previous receipt of a Status Enquiry message. or A user from outside a basic business group has violated an access restriction feature.
31	Network disconnect (Normal, unspecified)/Special intercept announcement: Call blocked because of group restrictions Used to report a normal event only when no other cause in the normal class applies. or A user from outside a basic business group (such as Centrex) violated an access restriction feature
34	No circuit available (circuit or channel congestion) There is no appropriate circuit or network channel available to handle the call.
38	Net out of order The network is not functioning correctly and this is likely to last a relatively long period of time. In other words, immediately reattempting the call is not likely to succeed.
39	Permanent frame mode connection out-of-service A permanently established frame mode connection is out-of-service (such as due to equipment or section failure).
41	Net problem, redial (Temporary Failure) The network is not functioning correctly and this is likely temporary. In other words, the user could try again almost immediately. May also indicate a data link layer malfunction locally or at the remote network interface or that a call was cleared due to protocol error(s) at the remote network interface.
42	Net busy, redial (Switching Equipment Congestion) The switching equipment is experiencing a period of high traffic.
43	Access/user information discarded The network was unable to deliver user information to the remote users as requested. Examples are user-to-user information, low-level compatibility or sub-address, and so on.
44	No channel available (Requested circuit or channel not available) The circuit or network channel indicated by the requesting entity cannot be provided by the other side of the interface.
46	Precedence call blocked There are no predictable circuits or the called user is busy with a call of equal or higher preventable level.
47	Resource unavailable/New Destination Reports a resource unavailable event only when no other cause in the resource unavailable class applies. or The original destination is unavailable and to invoke redirection to a new destination.
49	QOS unacceptable The Quality of Service is unacceptable.
50	Requested facility not subscribed The user cannot use this feature because they have not subscribed to it.
51	Bearer capability incompatible with service request A user request for action was rejected. The action was incompatible with the capability of the call.
52	Outgoing calls barred Because of call screening provided by the network, the calling user is not permitted to make a call.
53	Service operation violated The user has violated the service operation.
54	Incoming calls barred The user will not accept the call delivered in the SETUP message.
57	Bearer capability (Data/voice) not authorized The user has requested a bearer capability which is implemented by the equipment but the user is not authorized to use it. This is a common problem when the carrier provisions the line incorrectly when it's installed.
58	Bearer capability not presently available The user has requested a bearer capability which is implemented by the equipment but that was not available at the time.
62	Inconsistency in outgoing information element There's an inconsistency between the designated outgoing access information and the subscriber class.
63	Service or option not available, unspecified Reports a service or option is not available if no other cause in this class applies.
65	Bearer Capability not implemented (Incompatible bearcap) The equipment does not support the requested bearer capability.
66	Channel type not implemented The called party has reached a network channel type that's not supported.
69	Requested facility not implemented The network (or node) does not support the requested bearer capability and it could not be accessed at that time.
70	Restricted only The calling party requested an unrestricted bearer service but the sending equipment only supports the restricted version.
79	Service or option not implemented, unspecified Reports a service or option not implemented event if no other cause in this class applies.
81	Invalid call reference value The sending equipment received a message that references a call not currently in use on the user-network interface. This value only applies if the call reference value is 1 or 2 octets long and is not the global call reference.
82	Identified channel does not exist The sending equipment received a request to use a network channel that is not active on the interface for a call.
83	No call identity A suspended call exists, but this call’s identity does not.
84	Call identity in use A call identity is in use.
85	No call suspended No call is suspended.
86	Requested call identity cleared The call having the requested called entity has cleared.
88	Incompatible destination The sending equipment received a request to establish a call which has low layer compatibility, high layer compatibility or other compatibility attributes which cannot be accommodated. Examples include data rate or DN subaddress. This call can also be returned by a switch to a CPE when trying to route a call to an incompatible facility or one without data rate.
90	Non-existent CUG The specified CUG does not exist.
91	Invalid transit network selection An invalid transit network selection was requested.
95	Invalid message, unspecified The sending entity received an invalid message and no other cause in this class applies.
96	Mandatory Info missing The sending equipment received a message that's missing a required information element. The message cannot be processed.
97	Message type non-existent or not implemented The sending equipment received a message with an unrecognized message type. Either the message is not defined, or it is defined and not implemented by the sending equipment.
98	Message not compatible The message received is not compatible with the call state, or the message type is non-existent or not implemented.
99	Info non-existent or not implemented, call processed This cause is sent when the equipment sending this cause has received a message which includes the information elements not recognized because the information element identifier is not define or it is defined but not implemented by the equipment sending the cause. However, the information element is not required for the equipment sending the cause to process the message.
100	Invalid information element contents The sending equipment received an information element that it has implemented. However, one or more fields of the information element are coded in a way that has not been implemented by the sending equipment. Examples include truncated, invalid extension bit, invalid field values, and so on.
101	Message not compatible with call state/Protocol error threshold The sending equipment received a message that is not an allowed message at that time. or The sending switch cleared the call. The number of protocol errors during the call exceeded the allowable threshold.
102	Timeout disconnect (Recovery on timer expiration) An error-handling procedure was initiated because a timer expired.
111	Protocol Error, unspecified Protocol error event used only when no other cause in this class applies. Can be returned if you failed to dial a required “9” or “8” for an outside line. Also can be returned if you have some types of restrictions, such as to the number of calls.
127	SW56 disconnect (Internetworking, unspecified) An interworking call (usually a call to SW56 service) has ended. May also be seen for other non-specific errors.
241	CAUSE_CODE_CANCELLED The calling party hung up. For example, the agent may hang up an outbound call or the contact may hang up while a managed transfer is dialing.
242	Contact take over action in Studio. Enables a contact take on the priority of an original contact in a callback state. OR Enables a contact to take the original contact's place in queue and release the original, showing it was replaced by another incoming call. This new call will have a different ContactID than the original call.
244	CC_CONTACT_DOESNT_EXIST
246	CAUSE_CODE_NO_ANSWER
247	CAUSE_CODE_PLACECALLLINKERROR The PLACECALL Studio action was intended to pre-link to call that doesn't exist.
248	CAUSE_CODE_MANAGED XFER The contact, but not the call, ended by managed transfer (MANAGED XFER).
249	CAUSE_CODE_BLINDXFER The call was blind transferred out of the platform.
251	CAUSE_CODE_VP_CONGESTION The platform ACD PLACECALL throttle is backed up.
251	CAUSE_CODE_NO_PORTS The tenant did not have enough voice ports Where information transfers, over a network, between a computer and a server. to place the call
252	CAUSE_CODE_NO_ACCEPT The phone carrier did not provide an ACCEPT message before the platform ACD timed out.
253	DTMF_CODE_REORDER
254	DTMF_CODE_BUSY
255	CAUSE_CODE_LOCAL_DISCONNECT The agent disconnected the call by hanging up.

Contact Details Window

You can drill-down into a single interaction by clicking its contact ID. This opens the Contact Details window. In the Contact Details window, you can:

View additional columns of information about the interaction
Retrieve recorded calls, chats, digital interactions, and SMS messages.
View transcripts.

Chat, email, and digital transcripts and call recordings are available through this report as long as the files still exist in active storage. Once the files are moved to SEA (secure external access) or to your external storage, they are no longer accessible through this report. You can manually delete chat transcripts. The report will only display up to 4 MB of transcript files.

If you captured variables in the script using the savetodb Studio function or the SavetoDB property of the Assign action, the variables and the values entered by the contact are visible in a Published Variables tab. This tab only appears if there are variables to display. If the contact The person interacting with an agent, IVR, or bot in your contact center. didn't enter any values or this function isn't in the script, you won't see this tab.

Contact Details Columns

Many of these columns are for calls and voicemails only. They will be blank for other media types.

Learn more about Contact Details columns

Column	Description
ID	Contact ID A unique numerical identifier assigned to each contact. of the interaction. For voice interactions, click the box with an arrow to open the Call Quality Explorer report.
Master ID	Master Contact ID The master or parent ID for one or more related contacts. A new master contact ID is assigned if a contact is transferred three or more times. for one or more related interactions.
Media	Media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient., such as phone, email, chat, digital, and voicemail.
DNIS	DNIS The number dialed on inbound or outbound voice calls. for voice calls.
To	To address for emails.
Skill	ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. associated with the interaction when it ended.
ANI	ANI Also known as caller ID. Listed phone number of an incoming voice call. for voice calls.
From	From address for emails.
Digital Channel Id	ID of the digital point of contact.
Agent	ID of the agent who handled the interaction.
Start Time	Date and time the interaction was initiated.
Team	ID of the agent's team.
Duration	How long the interaction lasted. The sum of time it spent in the PreQueue, InQueue, Routing, Interrupted, Callback, and Active states. This field is formatted in HH:MM:SS, MM:SS, or M:SS. The Interrupted state works differently depending on the type of interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. involved and your routing settings. For example, if an agent has voice and email enabled, Auto-focus turned off, and the voice ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. requires after-contact work State that allows an agent to complete work requirements after finishing an interaction. (ACW), the Interrupted state only appears on the email interaction when the call's ACW occurs. Calls are never interrupted.
Taken Over By	Name of the agent or supervisor who took over the interaction.
Taken Over Time	Time stamp when the takeover occurred.
Contact End Reason	The reason the interaction ended.
Primary Disposition	Final disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of the interaction when it ended.
Additional Disposition	Secondary disposition assigned to the interaction, if any.
Disposition Comments	Details the agent entered while assigning the disposition.
Tags	Tags the agent applied to the interaction.

Contact Life Tab

Learn more about Contact Life columns

Column	Description
Master Contact	Master Contact ID The master or parent ID for one or more related contacts. A new master contact ID is assigned if a contact is transferred three or more times. for one or more related interactions.
Contact	Contact ID A unique numerical identifier assigned to each contact. of the interaction.
Start Date	Date and time the interaction was initiated.
Contact State	State of the interaction: PreQueue, InQueue, Routing, Interrupted, Callback, or Active.
Duration	How long the interaction lasted. The sum of time it spent in the PreQueue, InQueue, Routing, Interrupted, Callback, and Active states. This field is formatted in HH:MM:SS, MM:SS, or M:SS.
Skill	ACD Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. associated with the interaction when it ended.
Agent	ID of the agent who handled the interaction.
Initial Priority	Priority of the interaction when it began.
Contact Type	Type of interaction: Original Contact, Skill Transfer, Agent Transfer, Consult Transfer, or Takeover.

Transcript Tab

Click the Transcript tab to view:

The agent's average response time in seconds. This value is not shown for digital interactions.
The transcript of the call, chat, digital interaction, email, or voicemail.

CXone Recording Tab

Click the CXone Recording tab to access a recording of the call, chat, digital interaction, or voicemail.

Learn more about CXone Recording columns

Column	Description
Type	Media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient., such as phone, email, chat, digital, and voicemail.
Agent Name	Name of the agent who handled the interaction at the time of the recording.
Segment Start Time	Date and time the recording began.
Segment Duration	How long the recording lasted, in format MM:SS or M:SS.

Contact Press Path Tab

Click the Contact Press Path tab to view the Studio actions that were executed during the interaction. This tab does not appear for every interaction.

Learn more about Contact Press Path columns

Column	Description
Contact	Unique ID of the interaction.
Action	The executed Studio action.
Label	Caption of the executed Studio action.
Result	Branch the script took.
Capture Date	Date and time the action occurred.

Contact End Reasons

The following table provides descriptions for contact end reasons. You can view these by clicking a Contact ID to load Contact Details window.

Contact end reasons are not available for digital interactions.

Learn more about contact end reasons

ID	Contact End Reasons	Description
1	WI Ended Internally	A work item Customizable method of delivering contacts to an agent via Studio scripts. ended internally.
2	WI Ended Externally	A work item ended outside of the system.
3	Contact Hung Up/Phone Hung Up	The caller hung up a voice call.
4	Agent Phone Disconnected	The agent hung up the phone to end a voice call.
5	Agent Hung Up	The agent ended the call in an agent application.
6	Outbound Call Failed With CauseCode	An outbound call couldn’t connect. For example: no answer, busy, error, and so on.
7	Outbound Call Script was Interrupted	A script started an outbound call but was interrupted.
8	Outbound Call Peer Hang Up	The connecting leg The portion of an interaction that takes place between CXone Mpower and the agent. was disconnected.
9	Outbound Call No Answer Time Out	The system hit the pre-configured timeout for ringing.
10	Outbound Call No Media Server Capacity	Outbound calls cannot be placed because the ACD has no more capacity. This code is rare.
11	Outbound Call Pre-link Error	There was an error in the call before it was linked up.
12	Outbound Call Hung Up During AMD	The user hung up during Answering Machine Detection.
13	Outbound Call Busy	The resulting line was busy.
14	Outbound Call Invalid Number	The number dialed was invalid.
15	Outbound Call Number Changed	The number dialed has been changed to a different number.
16	Outbound Call Network busy	The number dialed was busy.
17	Outbound Call Error	An outbound call error where no more specific reason applied.
18	Call Blind Transferred	The call was blind transferred by a script.
19	Outbound Call Number Disconnected	The number called has been disconnected.
20	End Chat - Patron	The person on the other side of a chat session ended it.
21	End Chat - Agent	The agent ended the chat session.
22	End Chat - System (timeout)	The system ended the chat session.
23	Admin End via Report or Script	The agent experienced a forced log out. An administrative user ended the chat session through Supervisor
24	Contact Hang Up via Script	The caller (not the agent) selected a script option to end the call.
25	Admin End via Report or Script	The agent experienced a forced log out. An administrative user ended the voice call through Supervisor.
26	Unknown End Reason	The call ended for an unknown reason.