Account Reports

Account Summary Reports

Activity

This report presents high level metrics for each campaign in the account, such as total messages attempted, total messages delivered and success rates.

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The account Activity summary report heading includes the following:

Field Name	Description
Enterprise	The enterprise name.
Account	The account name.
Date Range	The beginning and ending dates of the reporting period.
Time Run	The time of day the report was run.

The Activity summary report includes the following fields:

Field Name	Description
Campaign Name	The name of the campaign.
Available	The total number of records in the contact list associated with the sub-campaigns.
Attempted	The total number of unique contacts who were attempted at least once.
Not Attempted	The number of unique contacts who were not attempted at all.
Filtered	The number of unique contacts who were filtered from the contact list due to filtering settings selected for the sub-campaign.
Messages Delivered as % of Accounts Attempted	The total number of successful deliveries divided by the total number of available contacts.
Total Messages Delivered	The number of delivered messages.
Live Person	The number of messages delivered to a live person.
Answering Machines	The number of messages delivered to an answering machine.
Inbound	The number of inbound calls.
Total Messages Not Delivered	The total number of times a contact was attempted but the message was not delivered.
Total Attempts	The total number of attempts.
All Attempts Penetration	The total number of attempts divided by the total number of records in the contact list, shown as a percentage.
Total DC Attempts	The total number of DC attempts.
DC Success	The number of successful DC attempts.
DC Success as % of Live	The number of successful DC attempts divided by the number of live persons reached.
DC Fail	The number of failed DC attempts.
DC Fail as % of DC Attempts	The number of failed DC attempts divided by the total number of DC attempts.

User List

The User List report is an account and enterprise-level summary report that lists actions taken by all users within the account.

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The report includes the following fields:

Field Name	Description
ExternalID	The external id of the user.
FirstName	The user's first name.
LastName	The user's last name.
Email	The user's email address.
Default PhoneNumber	The user's phone number.
UserDeleted	The date this user was deleted from the account.
UserRole	The user's assigned role within the account.
SuperEnterprise	The name of the user's SuperEnterprise.
SuperEnterpriseID	The ID of the user’s SuperEnterprise.
Enterprise	The name of the user’s Enterprise.
EnterpriseID	The ID of user’s Enterprise.
Account	The name of the user's Account.
AccountID	The ID of the user’s Account.
CreatedDate	Identifies the date on which the user was created.
PasswordChangeDate	The date on which the user's password was changed.
UserTimeZone	The time zone of the user.
SkillGroup	The skill group (agent group) to which the user is assigned.
AgentActive	Identifies whether the user is currently active.
TextCapable	Indicates whether the user is able to respond to an SMS.
VoiceCapable	Indicates whether the user is able to respond to a phone call.
MessagePermissions	Indicates whether the user can respond with a free-form message.
DevicePermissions	Indicates whether the user can respond with an SMS.
ConnectMethod	Indicates the method in which the user is registered in the system: Dial-in Toll, Dial-out Toll Free, Dial-out Toll or None.
LastLoginDate	Indicates the date of the user's last login.

Activity w/ Est. Cost Acct/Camp

This report presents high level metrics for each campaign in the account, such as penetration, total messages delivered and average talk time. In addition, it includes information related to the estimated cost of the campaign (with calculations of the estimated cost per attempted DC, cost per successful DC, and cost per attempt).

The reports always run month-to-date and for a single month at a time. If you choose a date range for your report it will run for the month from the start of the range.

As with all cost reports, these numbers reflect an estimate of costs and are not to be used as an invoice. In addition, an enterprise must be set up to view cost information at the enterprise and account level (not just at the enterprise level) in order to see the cost data in the report; otherwise, the cost columns do not appear in the report.

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Field Name	Description
Account Name	The account name - each account is listed separately
Description	Each type of billable activity is listed on a separate line in this column. For example, Call Minutes, Outbound Direct Connect Minutes or Email.
Messages	The number of billable email or text messages
Minutes	The number of minutes used for each activity
Rate	The contracted rate for each activity
Total	The rate multiplied by the associated minutes

Each Account has a subtotal, and an Activity Total will appear at the bottom of the report.

Activity with Est. Cost Acct/Camp (xls)

This report presents high level metrics for each campaign in the account, such as penetration, total messages delivered and average talk time. In addition, it includes information related to the estimated cost of the campaign (with calculations of the estimated cost per attempted DC, cost per successful DC, and cost per attempt).

As with all cost reports, these numbers reflect an estimate of costs and are not to be used as an invoice. In addition, an enterprise must be set up to view cost information at the enterprise and account level (not just at the enterprise level) in order to see the cost data in the report; otherwise, the cost columns do not appear in the report.

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Field Name	Description
Account Name	The account name - each account is listed separately
Description	Each type of billable activity is listed on a separate line in this column. For example, Call Minutes, Outbound Direct Connect Minutes or Email.
Messages	The number of billable email or text messages
Minutes	The number of minutes used for each activity
Rate	The contracted rate for each activity
Total	The rate multiplied by the associated minutes

Each Account has a subtotal, and an Activity Total will appear at the bottom of the report.

Dialer Compliance Summary

The Dialer Compliance Summary report provides a summary of abandon call percentages across all dialer passes. This report should be used in conjunction with compliance pacing on a predictive pass.

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The report is produced in CSV format.

The report includes the following fields:

Field Name	Description
SuperEnterprise	The name of the agent's SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
Campaign	Identifies the campaign the agent group is assigned to.
SubCampaign	Identifies the sub-campaign with which the data is associated.
PassID	The ID of the pass: 1, 2, 3, or 4.
PassType	The type of pass: Voice, Dialer, Preview or Manual.
PassStartTime	The time at which the pass started.
PassEndTime	The time at which the pass finished.
Total Attempts	The total number of attempts with the following completion statuses: DELIVEREDPERSON DELIVEREDMACHINE MACHINEHANGUP UNDELIVEREDMACHINE Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
Total Machines	The total number of attempts with the following completion statuses: DELIVEREDMACHINE MACHINEHANGUP UNDELIVEREDMACHINE Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
% Machines	The percentage of total calls that went to a machine. This is Total Machines / Total Attempts.
Total Live Answer	The sum of all calls with a completion status DELIVEREDPERSON+RETRY.
% LiveAnswer	The percentage of total calls that went to a live person. This is DELIVEREDPERSON+RETRY / (Sum of DELIVEREDMACHINE, MACHINEHANGUP, UNDELIVEREDMACHINE + Retries).
Total Non-Compliant Calls	The total of non-compliant calls from the Dialer Compliance Detail report.
% Non-Compliant Calls	The percentage of all calls answered by a live person that were non-compliant. This is Total Non-Compliant Calls / Live Answer.

Recording Storage Report

The Recording Storage Report is an account and enterprise-level summary report. Records are in CSV format; each record represents statistics about recordings for a particular date.

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The report includes the following fields:

Field Name	Description
SuperEnterprise	The name of the agent's SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
Date	Identifies the date on which this record is reporting.
RecordingsQuantity	The number of stored recordings as of this date.
RecordingsMinutes	The total number of minutes of stored recordings as of this date.
RecordingsSize	The total estimated size (in MB) of the stored recordings as of this date.
RetentionDays	Retention days setting for the account.

Service Summary

The Service summary report is an Enterprise and Account level detail report that provides the underlying data used to produce the invoice you receive for messaging services.

A "Service" is a designation used to identify billable functionality whose price is based on the terms of your contract. Your Service summary report will reflect only the Services used, based on those contracted. For example, if you have contracted for Outbound Calling services and Dialer services, but not Email services or Outbound Text services, you will see only the Outbound Calling and/or Dialer services you used in the report.

Typically this report is run on a monthly basis to reconcile the previous month's invoice. To ensure the most useful results, set the start time and end time of the report to coincide with the monthly billing cycle by using Explicit Dates. For example, for the month of November, enter "11/01/2010 04:00 AM GMT" to "12/01/2010 04:00 AM GMT" as the date range.

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The Service summary report includes the following fields:

Field Name	Description
SuperEnterprise	The name of the client's super enterprise.
SuperEnterpriseID	The ID number assigned to the client's super enterprise.
Enterprise	The name of the enterprise.
EnterpriseID	The ID number assigned to the client's enterprise.
Account	The name of the account.
AccountID	The ID number assigned to the client's account.
AccountTag	The client-assigned account identifier, either name or number, that aligns with the client's internal systems. In many cases, this will be blank.
Campaign	The name of the campaign.
SubCampaign	The name of the sub-campaign
SubCampaignType	The sub-campaign type, from the following list: Alert—Sub-campaign type 0, a non-interactive outbound message. An Alert sub-campaign can use the voice, text or email channel. Interactive—Sub-campaign type 1, an Interactive sub-campaign is voice only. Inbound—Sub-campaign type 2, an Inbound sub-campaign is voice only.
SubCampaignTypeID	The sub-campaign type ID, from the following list: 0 = Alert 1 = Interactive 2 = Inbound 3 = EBN
PassID	The pass ID.
StartDate	The start date and time, in GMT, of the pass.
CountryCode	The telephone country code of the country in which the device terminates.
DeviceType	The type of device being contacted, from the following list: Email—Device type 0, an email address, used in email sub-campaigns. Wireline—Device type 3, a landline phone number, used in voice sub-campaigns. SMS—Device type 4, a wireless, or mobile, phone number, used in text sub-campaigns. Wireless—Device type 13, a wireless, or mobile, phone number, used in voice campaigns.
DeviceTypeID	The device type ID, from the following list: 0 = Email 3 = Wireline 4 = SMS 13 = Wireless
ServiceType	Each Service Type has a unique billing increment and price identified in the billing system. The service type, as designated and priced in the client's contract, from the following list: Outbound Calling Service type 1, outbound calling with no DC. Billed per minute in six-second increments. Inbound Calling Service type 2, inbound calling. Billed per minute rounded up to six-second increments. Outbound Direct Connect Service type 3, outbound Direct Connect (C-side) call placed to a contact center or inbound IVR. Billed per minute rounded up to six-second increments. Inbound Direct Connect Service type 4, inbound DC call associated with an inbound toll free number set up by SoundBite; includes a Direct Connect (C-side) call placed to a contact center or inbound IVR. Billed per minute rounded up to six-second increments. Bad Numbers Service type 5, outbound call that does not successfully reach a recipient because the number is no longer in service, reaches a Fax machine, or is an invalid area code and exchange combination. These calls are typically charged at a flat 12 seconds. Answering Machine Hangups Service type 6, outbound call that reaches a voicemail or answering machine service and, by contact strategy, hangs up the line so that the number may be dialed later in an attempt to reach a live person. Email Service type 7, emails sent during an email sub-campaign. Client Management Services Service type 8, Client Management/Professional Services fees defined as a part of the contract. Outbound Text Service type 9, MT (Mobile Terminated) text messages. Inbound Text Service type 10, MO (Mobile Originated) message sent by a mobile phone user and received by the Engage platform ; typically in response to a MT message, or generated by marketing a keyword and shortcode. Reporting Service type 11, captures a report that has a billing aspect tied to it (for example, the List Profile report is billed on a per-record basis to clients who run this report). Outbound Text Failure Service type 12, undelivered outbound text messages. Dialer Service type 13, predictive dialing. Attempt Not Connected Service type 15, indicates an attempt was made, but the result was BUSY, NOANSWER or NOTCONNECTED.
ServiceTypeID	The service type ID, from the following list: 1 = Outbound Calling 2 = Inbound Calling 3 = Outbound Direct Connect 4 = Inbound Direct Connect 5 = Bad Numbers 6 = Answering Machine Hangups 7 = Email 8 = Client Management Services 9 = Outbound Text 10 = Inbound Text 11 = Reporting 12 = Outbound Text Failure 13 = Dialer 14 = Agent Seat 15 = Attempt Not Connected
CompletionStatus	The completion status from the following list: DELIVEREDPERSON Completion status ID = 1 Channel Type = Voice Rank = 8 The call reached a live person. DELIVEREDMACHINE Completion status ID = 7 Channel Type = Voice Rank = 7 A voice message was left on an answering machine or voicemail. BUSY Completion status ID = 14 Channel Type = Voice Rank = 4 The call reached a busy signal. NOANSWER Completion status ID = 15 Channel Type = Voice Rank = 4 The call rang but was not answered. A call is considered unanswered after approximately 55 seconds of ring time. AGENT_CONNECTED Completion status ID = 18 Channel Type = Voice Rank = 8 The agent was connected to the call. NOTCONNECTED Completion status ID = 19 Channel Type = Voice Rank = 3 The call attempt was not successful. This could occur for a variety of reasons, including "all circuits busy" conditions or local phone exchange difficulties. Associated NOTCONNECTED reason codes are as follows: TMS_ERROR_PROVIDER - The call attempt was not successful. This could occur for a variety of reasons, including "all circuits busy" conditions or local phone exchange difficulties originating with the telco provider TMS_ERROR_MEDIASERVER - The call attempt was not successful. This could occur for a variety of reasons within the telephony service. This indicates an error prior to dispatching to the telco provider. MACHINE_HANGUP Completion status ID = 26 Channel Type = Voice Rank = 5 The call reached an answering machine or voicemail, and hung up on it without leaving a message. CALL_BAD_NUMBER Completion status ID = 27 Channel Type = Voice Rank = 3 The call was attempted, but did not reach a live person or answering machine. For example, the call may have reached a number with a tri-tone special information tone (SIT) (for example, "this number has been disconnected" or "this number has changed"), or a modem. INBOUND_IVR_COMPLETED Completion status ID = 32 Channel Type = Voice Rank = 9 This was an inbound call. BADNUMBERFAX Completion status ID = 33 Channel Type = Voice, Text Rank = 3 The device reached a fax machine and no message was delivered. SENTEMAIL Completion status ID = 36 Channel Type = Email Rank = 7 An email message was sent. DELIVEREDPERSONRETRY Completion status ID = 38 Channel Type = Voice A call reached a live person during a retry. DELIVEREDMACHINERETRY Completion status ID = 39 Channel Type = Voice A call reached an answering machine during a retry. UNDELIVEREDMACHINE_54 Completion status ID = 41 Channel Type = Voice Rank = 5 The call reached an answering machine or automated attendant, and we were either unable to deliver the message, or the message was longer than 10 seconds and less than 10 seconds of the message was left on the answering machine. BADNUMBERUNASSIGNED Completion status ID = 42 Channel Type = Voice Rank = 3 The called number is valid, but currently not assigned to anyone (not in service). UNDELIVEREDMACHINE Completion status ID = 44 Channel Type = Voice Rank = 5 The call reached an answering machine or automated attendant, and we were either unable to deliver the message, or the message was longer than 10 seconds and less than 10 seconds of the message was left on the answering machine. DYNAMIC_MACHINE_HANGUP Completion status ID = 46 Channel Type = Voice Rank = 5 The call reached an answering machine or voicemail, and hung up on it without leaving a message because the defined maximum number of delivered answering machine messages has been reached for the contact. TEXT_MSG_SENT Completion status ID = 50 Channel Type = Text Rank = 8 The text message was delivered. TEXT_MSG_FAILED 51 Completion status ID = Channel Type = Text Rank = 8 The attempt failed. Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
CompletionStatusID	The completion status ID, from the following list: 1 = DELIVEREDPERSON 7 = DELIVEREDMACHINE 14 = BUSY 15 = NOANSWER 18 = AGENT_CONNECTED 19 = NOTCONNECTED 26 = MACHINE_HANGUP 27 = CALL_BAD_NUMBER 32 = INBOUND_IVR_COMPLETED 33 = BADNUMBERFAX 36 = SENTEMAIL 38 = DELIVEREDPERSONRETRY 39 = DELIVEREDMACHINERETRY 41 = UNDELIVEREDMACHINE 42 = BADNUMBERUNASSIGNED 44 = UNDELIVEREDMACHINE 46 = DYNAMIC_MACHINE_HANGUP 50 = TEXT_MSG_SENT 51 = TEXT_MSG_FAILED 72 = INBOUND_IVR_LOCAL_CONN_COMPLETED
ChannelType	The channel type, from the following list: Report—Channel type ID 0, reporting channel. Voice—Channel type ID 1, voice channel. Email—Channel type ID 2, email channel. Text—Channel type ID 3, text channel. Dialer—Channel type ID 4, voice channel using the hosted dialer.
ChannelTypeID	The channel type ID, from the following list: 0 = Report 1 = Voice 2 = Email 3 = Text 4 = Dialer
ServiceClass	The name of the service class, based on Channel Type. Within the Services class, "Dialer" is separated out from "Voice." Both are further divided by the agent connection type: C-side connection identifying that the call goes to the agent and A-side connection indicating that the call goes out to the consumer. Each connection type is further refined to indicate time spent in different states - Idle, Ring/Hold, Talking and After Call Work. When the Channel Type = 0, Report, the service class is from the following list: Mobile Verification Report Service class ID = 0, Mobile Verification Report List Profile Report Service class ID = 1, List Report Recording Service class ID = 2, Recording When the Channel Type = 1, Voice, the service class is from the following list: Voice Legacy/Remote Service class ID = 0, Voice - A-Side Voice Legacy/Remote Local Connect Service class ID = 1, Voice - A-Side Local Connect Voice Legacy/Remote Service class ID = 2, Voice - C-Side to Standard Skill Group Voice Dial Out Enhanced Idle Service class ID = 3, Voice - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them. (Idle) Voice Dial Out Enhanced Ringing/Holding Service class ID = 4, Voice - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them. (Ring/Hold) Voice - Dial Out Enhanced Talking Service class ID = 5, Voice - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them. (Talking) Voice - Dial Out Enhanced ACW Service class ID = 6, Voice - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them. (After Call Work) Voice - Dial In Enhanced Idle Service class ID = 7, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Idle) Voice - Dial In Enhanced Ringing/Holding Service class ID = 8, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Ring/Hold) Voice - Dial In Enhanced Talking Service class ID = 9, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Talking) Voice - Dial In Enhanced ACW Service class ID = 10, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (After Call Work) Voice - Dial In Toll Free Enhanced Idle Service class ID = 11, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Free Number (Idle) Voice - Dial In Toll Free Enhanced Ringing/Holding Service class ID = 12, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Free Number (Ring/Hold) Voice - Dial In Toll Free Enhanced Talking Service class ID = 13, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Free Number (Talking) Voice - Dial In Toll Free Enhanced ACW Service class ID = 14, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Free Number (After Call Work) Voice - Dial Out Toll Free Enhanced Idle Service class ID = 15, Voice - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Idle) Voice - Dial Out Toll Free Enhanced Ringing/Holding Service class ID = 16, Voice - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Ring/Hold) Voice - Dial Out Toll Free Enhanced Talking Service class ID = 17, Voice - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Talking) Voice - Dial Out Toll Free Enhanced ACW Service class ID = 18, Voice - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (After Call Work) When the Channel Type = 2, Email, the service class is from the following list: Email Service class ID = 0, Email messages. When the Channel Type = 3, Text, the service class is from the following list: Standard Text Service class ID = 1, Text - standard rate text messages. FTEU Text Service class ID = 2, Text - Free to End User text messages. When the Channel Type = 4, Dialer, the service class is from the following list: Dialer Service class ID = 0, Dialer - C-Side Standard Skill Group Dialer Local Connect Service class ID = 1, Dialer - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them (Idle) Dialer Dial Out Enhanced Idle Service class ID = 3, Dialer - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them (Idle) Dialer Dial Out Enhanced Ringing/Holding Service class ID = 4, Dialer - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them (Idle) Dialer Dial Out Enhanced Talking Service class ID = 5, Dialer - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them (Talking) Dialer Dial Out Enhanced ACW Service class ID = 6, Dialer - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them (After Call Work) Dialer Dial In Enhanced Idle Service class ID = 7, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Idle) Dialer Dial In Enhanced Ringing/Holding Service class ID = 8, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Ring/Hold) Dialer Dial In Enhanced Talking Service class ID = 9, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Talking) Dialer Dial In Enhanced ACW Service class ID = 10, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (After Call Work) Dialer Dial In Toll Free Enhanced Idle Service class ID = 11, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll FREE Number (Idle) Dialer Dial In Toll Free Enhanced Ringing/Holding Service class ID = 12, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll FREE Number (Ring/Hold) Dialer Dial In Toll Free Enhanced Talking Service class ID = 13, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll FREE Number (Talking) Dialer Dial In Toll Free Enhanced ACW Service class ID = 14, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll FREE Number (After Call Work) Dialer Dial Out Toll Free Enhanced Idle Service class ID = 15, Dialer - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Idle) Dialer Dial Out Toll Free Enhanced Ringing/Holding Service class ID = 16, Dialer - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Ring/Hold) Dialer Dial Out Toll Free Enhanced Talking Service class ID = 17, Dialer - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Talking) Dialer Dial Out Toll Free Enhanced ACW Service class ID = 18, Dialer - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (After Call Work)
ServiceClassID	The service class ID, based on Channel Type. When the Channel Type = 0, Report, the service class ID is from the following list: 0 = Mobile Verification Report 1 = List Profile Report When the Channel Type = 1, Voice, the service class ID is from the following list: 0 = Voice Legacy/Remote 1 = Voice Legacy/Remote Local Connect 2 = Voice Legacy/Remote 3 = Voice Dial Out Enhanced Idle 4 = Voice Dial Out Enhanced Ringing/Holding 5 = Voice Dial Out Enhanced Talking 6 = Voice Dial Out Enhanced ACW 7 = Voice Dial In Enhanced Idle 8 = Voice Dial In Enhanced Ringing/Holding 9 = Voice Dial In Enhanced Talking 10 = Voice Dial In Enhanced ACW 11 = Voice Dial In Toll Free Enhanced Idle 12 = Voice Dial In Toll Free Enhanced Ringing/Holding 13 = Voice Dial In Toll Free Enhanced Talking 14 = Voice Dial In Toll Free Enhanced ACW 15 = Voice Dial Out Toll Free Enhanced Idle 16 = Voice Dial Out Toll Free Enhanced Ringing/Holding 17 = Voice Dial Out Toll Free Enhanced Talking 18 = Voice Dial Out Toll Free Enhanced ACW When the Channel Type = 2, Email, the service class ID is from the following list: 0 = Email When the Channel Type = 3, Text, the service class ID is from the following list: 1 = Standard Text 2 = FTEU Text When the Channel Type = 4, Dialer, the service class ID is from the following list: 0 = Dialer 1 = Dialer Local Connect 3 = Dialer Pass Dial Out Enhanced Idle 4 = Dialer Pass Dial Out Enhanced Ringing/Holding 5 = Dialer Pass Dial Out Enhanced Talking 6 =Dialer Pass Dial Out Enhanced ACW 7 = Dialer Pass Dial In Enhanced Idle 8 = Dialer Pass Dial In Enhanced Ringing/Holding 9 = Dialer Pass Dial In Enhanced Talking 10 = Dialer Pass Dial In Enhanced ACW 11 = Dialer Pass Dial In Toll Free Enhanced Idle 12 = Dialer Pass Dial In Toll Free Enhanced Ringing/Holding 13 = Dialer Pass Dial In Toll Free Enhanced Talking 14 = Dialer Pass Dial In Toll Free Enhanced ACW 15 = Dialer Dial Out Toll Free Enhanced Idle 16 = Dialer Dial Out Toll Free Enhanced Ringing/Holding 17 = Dialer Dial Out Toll Free Enhanced Talking 18 = Dialer Dial Out Toll Free Enhanced ACW
UnitType	The name of the unit type, from the following list: Duration—The duration of the message, in seconds. Messages—The number of messages. Messages (@12s)—The number of messages billed at the minimum of 12 second rate.
Messages	The number of messages.
DurationSecs	The duration, in seconds.

User Actions

The User Actions report is an account and enterprise-level summary report. This report is in csv format, and presents information about actions taken by users within the account.

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The report includes the following fields:

Field Name	Description
ExternalID	The external id of the user.
FirstName	The user's first name.
LastName	The user's last name.
Email	The user's email address.
UserDeleted	The date this user was deleted from the account.
UserRole	The user's assigned role within the account.
SuperEnterprise	The name of the agent's SuperEnterprise.
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
CreatedDate	Identifies the date on which the user was created.
PasswordChangeDate	The date on which the user's password was changed.
UserTimeZone	The time zone of the user.
SkillGroup	The skill group (agent group) to which the user is assigned.
AgentActive	Identifies whether the agent is currently active.
TextCapable	Indicates whether the agent is able to respond to an SMS.
VoiceCapable	Indicates whether the agent is able to respond to a phone call.
MessagePermissions	Indicates whether the agent can respond with a free-form message.
DevicePermissions	Indicates whether the agent can respond with an SMS.
ConnectMethod	Indicates the method in which the agent is registered in the system: Dial-in Toll, Dial-out Toll Free, Dial-out Toll or None.
Action	Indicates the last action taken, either login or logout.
ActionDate	The date of the latest action.

Workforce Management Data Extract (csv)

The Workforce Management Data Extract report is an Enterprise and Account level summary report that provides a data feed of campaign agent data.

Each record represents statistics for an agent group during the time-span of the report.

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The Workforce Management Data Extract report includes the following fields:

Field Name	Description
SuperEnterprise	The name of the client's super enterprise.
SuperEnterpriseID	The ID number assigned to the client's super enterprise.
Enterprise	The name of the enterprise.
EnterpriseID	The ID number assigned to the client's enterprise.
Account	The name of the account.
AccountID	The ID number assigned to the client's account.
StartDate	The starting date/time for this report.
EndDate	The ending date/time for this report.
AgentGroup	The name of the agent group.
CallsAnswered	The total number of calls answered by all agents in the agent group.
AvgTalkSecs	The average number of talk seconds by all agents in the agent group for calls that ended during the time range of the report.
AvgWhisperSecs	The average number of whisper seconds by all agents in the agent group for calls that ended during the time range of the report.
AvgACWSecs	The average number of ACW seconds by all agents in the agent group for calls that ended during the time range of the report.
AvgAvailableSecs	The average number of Available seconds by all agents in the agent group during the time orange of the report.
AvgNoWorkSecs	The average number of No Work seconds by all agents in the agent group during the time range of the report.
AvgBreakSecs	The average number of Break seconds by all agents in the agent group during the time range of the report.

Account Detail Reports

Usage

The account Usage detail report contains detailed information for every attempt in every campaign in your account. The day range for Usage detail reports is based on midnight to midnight of the reporting time zone of the account.

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The account Usage detail report contains the following fields:

Field Name	Description
Company	Company name of the account.
PartnerInfo	Client ID information for the account.
Account	The system-assigned account number for the account from which the contact attempt was made.
Campaign	The campaign name for this contact attempt.
FirstName	The first name of the contact.
LastName	The last name of the contact.
ContactCompany	If available, the company where the contact is employed.
Device1... 10	A contact point.
Other1... 9	If these generic fields are populated in the contact list, their contents are included in the Usage Detail report.
OriginalRecord	The contents of the OriginalRecord field in the contact list.
ClientID	The contents of the ClientID field in the contact list.
SubCampaign	Sub-campaign name for this contact attempt.
DeviceAttempted	Phone number or email address attempted.
DeviceLocale	If the DeviceAttempted is a phone number, this will be the U.S. state or Canadian province in which that number is located. If the state/province cannot be determined, or if the number is outside of North America, this field will be blank.
DeviceMobile	'1' if DeviceAttempted is a wireless phone number; otherwise '0'.
DeviceDNC	'1' if DeviceAttempted is on the do-not-call list; otherwise '0'.
DeviceTimezone	The time zone for the attempted device. Time zones are represented using the standard names (for example, America/New_York).
DeliveryDate	Date and time of contact attempt in GMT.
LastState	The portion of the script the call was in when the call ended. Each script is made up of a series of sections, or states. Typically, each recorded prompt corresponds to a single state in the script. To see the states that make up a script, select the States tab on the Edit Script page for your script.
LastStateSeconds	The number of seconds into the last State the call was in when the call ended.
CallSeconds	The total duration of the call in seconds, which includes all time from when the call is answered to the final hang-up. Ring seconds are not included. Direct Connect seconds are included (if applicable). .
Status	Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
CallPass	The call pass during which the attempt was made. For example, 1 is the first call pass, 2 is the second call pass, and so on. If you do not use call passes, this value is always 1.
DCCallCenter#	The contact center phone number that was used for Direct Connect calls in the campaign.
DCDirectConnectTalkSeconds	If the script used the Direct Connect feature, and a call attempt involved a Direct Connect, this is the duration of the Direct Connect in seconds. This value includes hold time, whisper time, and talk time, but does not include ring time. This field is only present if a Direct Connect script was used for this campaign.
DCACDHoldSeconds	If the script used the Direct Connect feature, and a call involved a Direct Connect, this is the amount of time the client was on hold after connecting to the contact center. If using the Whisper feature, whisper seconds are included in this value.
DCSBHoldSeconds	If the script used the Direct Connect feature, and a call involved a Direct Connect, this is the amount of time the client was in the messaging system hold queue prior to being connected to an agent in the contact center. If using the Whisper feature, whisper seconds are included in this value.
DCRingSeconds	If the script used the Direct Connect feature, and a call involved a Direct Connect, this is the amount of time the phone rang at the contact center before it was answered by a live agent, IVR, or PBX.
DCDirectConnectDate	If the script used the Direct Connect feature, and if this call involved a Direct Connect, this is the date on which the Direct Connect was made.
[Response details]	If the script included any interactive questions or other response tracking mechanisms, those details are included here.
Interactive	'1' if the attempt used an interactive script, otherwise '0'. A script is interactive if it contains any of the following capabilities: inbound, Direct Connect, info capture (including capture of name, address, email address, phone number, credit card, raw audio, digits, voice), any question, any response Group, any actions (callback, forward, email, send).
Inbound	'1' if the call was an inbound attempt; otherwise '0'.
OnNode	Node on which the attempt took place.

All Attempts v16 and All Contacts v16

The All Attempts v16 (campaign and sub-campaign) report is the same as the All Contacts v16 report except that it does not include filtered contacts.

All Attempts detail reports contain the following fields, presented in columns. For purposes of documenting this report, the fields (column names) are grouped logically, but note that the section names do not appear in the report itself.

The All Contacts v16 (campaign and sub-campaign) report is the same as the All Attempts v16 report except that it also includes all filtered contacts.

All Contacts detail reports contain the following fields, presented in columns. For purposes of documenting this report, the fields (column names) are grouped logically, but note that the section names do not appear in the report itself.

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The fields listed in this first section are standard fields, the second section contains fields associated with the pass, and so on.

Field Type	Field Name	Description
Standard	SuperEnterprise	The name of the super enterprise.
	SuperEnterpriseID	The ID of the super enterprise.
	Enterprise	The name of the enterprise.
	EnterpriseID	The ID of the enterprise.
	Account	The name of the account.
	AccountID	The ID of the account.
	Campaign	The name of the campaign.
	SubCampaign	The name of the sub-campaign.
	List	The name of the list used during the contact attempt.
Pass	PassNumber	Pass number
	PassName	Pass name
	MediaType	voice, text, email, web, or mms
	ContactMode	automated, dialer, preview, or manual blank for non-voice media type
	PacingMode	fixed, auto, predictive, or history
	IsOnDemand	'1' if PassType is On-demand; otherwise '0'
	ScriptName	The name of the script used during the contact attempt.
	ScriptVersion	The version of the script used during the contact attempt.
Contact Record The fields listed in the Contact Record section contain a copy of the data included in the contact list used for the sub-campaign(s).	FirstName
	LastName
	Company
	ClientID
	Other1... 9
	OriginalRecord
Contact	ContactTimezone	Contains the contact time zone from Other5, Other6, or Other7.
	UtilizedTimezone	The time zone in which the attempt was made. Time zones are represented using the standard names (for example, America/New_York).
	TimezoneSource	The criteria used to determine the time zone in which to make the attempt, from the following options: Device - (Default) The time zone of the area code of the device being attempted. Contact - The time zone of the postal code in the customer's record.(If there is no postal code provided, the record is filtered.) Contact then Device - The time zone of the postal code in the customer's record. (If there is no postal code provided, the system will then look to the area code of the device to determine when to launch.) Contact and Device - Both the area code of the device and the contact time zone provided in the record are compared. If there is a time zone mismatch between the two pieces of information, the record is dialed during a ‘safe’ window – meaning calls will only launch when it is neither too early or too late in either time zone (as governed by FDCPA guidelines.)
Device	DeviceAttempted	The phone number or email address that was used in the attempt (this will be equal to one of the device fields for the contact).
	DeviceSource	Indicates whether the device was selected from the current contact list or was entered manually.
	DeviceLocale	If the DeviceAttempted is a phone number, this will be the U.S. state or Canadian province in which that number is located. If the state/province cannot be determined, or if the number is outside of North America, this field will be blank.
	DeviceTimezone	The time zone for the attempted device. Time zones are represented using the standard names (for example, America/New_York).
	DeviceMobile	'1' if DeviceAttempted is a wireless phone number; otherwise '0'
	DeviceDNC	'1' if DeviceAttempted is on the do-not-call list; otherwise '0'
Attempt Information	IsAttempt	Indicates whether an attempt to deliver a message was made. If ‘1’, an attempt was made. If ‘0’, no attempt was made (for example attempt was filtered).
	DeliveryDate	The date and time of the call attempt, in GMT.
	ScheduledDate	If this is a scheduled on-demand attempt, it is the time it was scheduled for (which may not be the same time as the actual attempt).
	LocalTime	The date and time of the call attempt, in local time.
	SourceAddress	CallerID for outbound calls, the originating number for inbound calls, the short code/long code/alpha source address for SMS (formerly known as CallerID-ShortCode-ReplyTo.)
	Status	Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
	Reason	Not currently implemented; blank field.
	RuleName	Compliance rule name that caused the suppression if the attempt was suppressed by a compliance rule.
	RuleVersion	Version number of compliance rule that caused the suppression if the attempt was suppressed by a compliance rule.
	IsFollowup	'1' if this message is a follow-up; otherwise '0'
	IsInteractive	'1' if this message is interactive; otherwise '0' (alert)
	ConversationState	The value (if any) of the ConversationState session variable associated with the conversation. This is determined by the script, and can be used to track and report on what happened in a conversation.
	LastStateName	The portion of the voice script the call was in when the call ended. Each script is made up of a series of sections ("States"). Typically each recorded prompt corresponds to a single state in the script. To see the States that make up a script, select the States tab on the Edit Script page for your script.
	LastStateSeconds	The number of seconds into the last state the call was in when the call ended.
	CallSeconds	The total duration of the call in seconds, which includes all time from when the call is answered to the final hang-up. Ring seconds on the contact's phone are not included. Direct Connect seconds are included (if applicable).
	MessageContent	The actual content of a text (SMS) message.
	MessageID	Message ID (GUID).
	OriginalMessageID	Message ID (GUID) for the initial attempt of this message. For email or text messages, this may differ from the MessageID.
	MessageSource	Source of the message. For example, “Engage”, “NobleBiz”, “MMM”, or “Angel”.
	MessagePart	Part number of a concatenated SMS message (for example “1”, “2”).
	BatchDate	Date of the on-demand request batch.
	BatchPriority	Priority of the on-demand request batch.
Direct Connect	AgentID	The agent who dispositioned the call, or the agent who handled the text message via Agent Text Portal.
	AgentGroupName	The name of the agent group for AgentID.
	DCDirectConnectDate	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the date on which the Direct Connect was made.
	DCAutoManage	The value of the automanage field in the hourly count roll up table. If '1', it implies that a DC went to an agent. If '0' a DC went to IVR.
	DCCallCenter#	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the telephone number to which the direct connect was made.
	DCDirectConnectTalkSeconds	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the duration of the Direct Connect in seconds. This value does not include hold time or ring time; it only includes talk time.
	DCACDHoldSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the client was on hold after connecting to the contact center. If using the Whisper feature, whisper seconds are included in this value.
	DCSBHoldSeconds	If the script used the Direct Connect feature, and a call involved a Direct Connect, this is the amount of time the client was in the messaging system hold queue prior to being connected to an agent in the contact center. If using the Whisper feature, whisper seconds are included in this value.
	DCRingSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the contact center phone was ringing before the contact center or ACD picked up the call.
Agent Transfer	DCInfo	Information about Direct Connects and agent transfers, in JSON format.
Information Capture These fields are all in JSON format.	ResponseGroups	If the voice or email script included any interactive questions or other response tracking mechanisms, those details are included here in JSON format.
	ConversationVars	If the script included any conversation variables, those details are included here in JSON format.
	MessageVars	If the script included any message variables, those details are included here in JSON format.
	Dispositions	If the script included any agent dispositions, those details are included here in JSON format.
	NameCapture	The data captured from a script that used the Name Capture feature.
	AddressCapture	The data captured from a script that used the Address Capture feature.
	PhoneCapture	The data captured from a script that used the Phone Capture feature.
	EmailCapture	The data captured from a script that used the Email Capture feature.
	CreditCardCapture	The data captured from a script that used the Credit Card Capture feature.
	CurrencyCapture	The data captured from a script that used the Currency Capture feature.
Recordings	RecordingInfo	Information about each recording created during the call, in JSON format. [Note: This field is blank in the Engage 11.0.2 release; the field will be populated with a subsequent release.]
Billing reconciliation	ClientBillable	Six-second rounded non-agent portion of a voice contact attempt.
	AgentBillable	Six second rounded agent portion of a voice contact attempt.

All Contacts V12/V13

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The All Contacts V12/V13 report provides numerous details surrounding all contacts and contact attempts associated with the time frame of the report. It includes a record for each contact and contact attempt.

All Contacts V12/V13 Detail reports contain the following fields:

The fields listed in this first group contain a copy of the data included in the contact list used for the sub-campaign(s).

• FirstName

• LastName

• Company

• Device1... 10

• Other1... 9

• OriginalRecord

• ClientID

The remaining fields contain information pertinent to, and generated for, the report.

Field Name	Description
SubCampaign	The name of the sub-campaign in which the contact attempt occurred.
DeviceAttempted	The phone number or email address that was used in the attempt (this will be equal to one of the device fields for the contact).
DeviceLocale	If the DeviceAttempted is a phone number, this will be the U.S. state or Canadian province in which that number is located. If the state/province cannot be determined, or if the number is outside of North America, this field will be blank.
DeviceMobile	'1' if DeviceAttempted is a wireless phone number; otherwise '0'.
DeviceDNC	'1' if DeviceAttempted is on the do-not-call list; otherwise '0'.
DeviceTimezone	The time zone for the attempted device. Time zones are represented using the standard names (for example, America/New_York).
DeliveryDate	The date and time of the call attempt, in GMT.
LastState	The portion of the script the call was in when the call ended. Each script is made up of a series of sections ("States"). Typically each recorded prompt corresponds to a single state in the script. To see the States that make up a script, select the States tab on the Edit Script page for your script.
LastStateSeconds	The number of seconds into the last State the call was in when the call ended.
CallSeconds	The total duration of the call in seconds, which includes all time from when the call is answered to the final hang-up. Ring seconds on the contact's phone are not included. Direct Connect seconds are included (if applicable).
Status	Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
BestContact	This is '1' if this contact attempt represents the best result for the campaign or sub-campaign. Otherwise it is '0'. For any Client ID used for voice or email attempts, there is one and only one attempt deemed "best." Reaching someone live is considered better than reaching their answering machine, which is considered better than busy or no answer.
CallPass	The pass during which the attempt was made. For example, 1 is the first pass, 2 is the second, and so on. If you do not use passes, this value is always 1.
FirstAttemptDate	This is the time stamp of the first contact attempt made to the device.
LastAttemptDate	This is the time stamp of the last contact attempt made to the device. If there was only one delivery attempt made, this field contains the same value as that in the FirstDeliveryAttemptDate field.
PassType	The medium used for the pass: Voice - indicates that the contact was attempted during an AVM pass. Dialer - indicates that the contact was attempted during a dialer pass Email - indicates that the contact was attempted during an email pass. Text - indicates that the contact was attempted during a text pass. Script-driven - indicates that the contact was attempted based on script logic.
ScriptName	The name of the script used during the contact attempt.
Interactive	Indicates whether the contact attempt is being made for an interactive message or an alert.
NumAttempts	The number of attempts made to a contact during a campaign or sub-campaign.
SequenceNum	(Available only with text passes.) This is an integer that represents where this contact attempt fits into the longer series of back and forth contacts.
MessageContent	The actual content of a text message.
CallerID-ShortCode-ReplyTo	Depending upon the channel, the information in this field identifies: the caller ID that appears on a contact's phone, or the short code or long code that a contact receives a message from or sends a message to.
DCAutoManage	The value of the automange field in the hourly count roll up table. If '1', it implies that a DC went to an agent. If '0' a DC went to IVR.
DCAgentID	<Reserved for future use.>
DCSkillgroupName	The name of the agent group (previously called skill group) assigned to interface with the contact.
DCCallCenter#	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the telephone number to which the direct connect was made. This field is only present if a Direct Connect script was used for the campaign.
DCDirectConnectTalkSeconds	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the duration of the Direct Connect in seconds. This value does not include hold time or ring time, it only includes talk time. This field is present only if a Direct Connect script was used for the campaign.
DCACDHoldSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the client was on hold after connecting to the contact center. If using the Whisper feature, whisper seconds are included in this value. Add this value to DCDirectConnectTalkSeconds to get the billable time.
DCSBHoldSeconds	If the script used the Direct Connect feature, and a call involved a Direct Connect, this is the amount of time the client was in the messaging system hold queue prior to being connected to an agent in the contact center. If using the Whisper feature, whisper seconds are included in this value.
DCRingSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the contact center phone was ringing before the contact center or ACD picked up the call.
DCDirectConnectDate	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the date on which the Direct Connect was made.
DispositionCategory	The category, or grouping, of Disposition Codes as defined by the client.
DispositionCode	The disposition code selected at the end of the call.
DispositionValue	The dollar value associated with the disposition code selected at the end of the call.
Enterprise	The name of the enterprise.
EnterpriseID	The enterprise ID.
Account	The name of the account.
AccountID	The account ID.
Campaign	The name of the campaign.
LocalTime	The date and time of the call attempt, in local time.
ConversationState	The value (if any) of the ConversationState session variable associated with the conversation. This is determined by the script, and can be used to track and report on what happened in a conversation.
IsAttempt	Indicates whether an attempt to deliver a message was made. If ‘1’, an attempt was made. If ‘0’, no attempt was made (for example attempt was filtered).

All Contacts V11

The All Contacts V11 report provides numerous details surrounding all contacts and contact attempts associated with the time frame of the report. It includes a record for each contact and contact attempt.

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All Contacts V11 Detail reports contain the following fields.

The fields listed in this first group contain a copy of the data included in the contact list used for the sub-campaign(s).

• FirstName

• LastName

• Company

• Device1... 10

• Other1... 9

• ContactTimezone—Contains the contact time zone from Other5, Other6 or Other7. See Contact list fields.

• OriginalRecord

• ClientID

The remaining fields contain information pertinent to, and generated for, the report.

Field Name	Description
SubCampaign	The name of the sub-campaign in which the contact attempt occurred.
DeviceAttempted	The phone number or email address that was used in the attempt (this will be equal to one of the device fields for the contact).
DeviceLocale	If the DeviceAttempted is a phone number, this will be the U.S. state or Canadian province in which that number is located. If the state/province cannot be determined, or if the number is outside of North America, this field will be blank.
DeviceMobile	'1' if DeviceAttempted is a wireless phone number; otherwise '0'.
DeviceDNC	'1' if DeviceAttempted is on the do-not-call list; otherwise '0'.
DeviceTimezone	The time zone for the attempted device. Time zones are represented using the standard names (for example, America/New_York).
UtilizedTimezone	The time zone in which the attempt was made.. Time zones are represented using the standard names (for example, America/New_York).
DeliveryDate	The date and time of the call attempt, in GMT.
LastState	The portion of the script the call was in when the call ended. Each script is made up of a series of sections ("States"). Typically each recorded prompt corresponds to a single state in the script. To see the States that make up a script, select the States tab on the Edit Script page for your script.
LastStateSeconds	The number of seconds into the last State the call was in when the call ended.
CallSeconds	The total duration of the call in seconds, which includes all time from when the call is answered to the final hang-up. Ring seconds on the contact's phone are not included. Direct Connect seconds are included (if applicable).
Status	Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
BestContact	This is '1' if this contact attempt represents the best result for the campaign or sub-campaign. Otherwise it is '0'. For any Client ID used for voice or email attempts, there is one and only one attempt deemed "best." Reaching someone live is considered better than reaching their answering machine, which is considered better than busy or no answer.
CallPass	The pass during which the attempt was made. For example, 1 is the first pass, 2 is the second, and so on. If you do not use passes, this value is always 1.
FirstAttemptDate	This is the time stamp of the first contact attempt made to the device.
LastAttemptDate	This is the time stamp of the last contact attempt made to the device. If there was only one delivery attempt made, this field contains the same value as that in the FirstDeliveryAttemptDate field.
PassType	The medium used for the pass: Voice - indicates that the contact was attempted during an AVM pass. Dialer - indicates that the contact was attempted during a dialer pass Email - indicates that the contact was attempted during an email pass. Text - indicates that the contact was attempted during a text pass. Script-driven - indicates that the contact was attempted based on script logic.
Timezone Source	The criteria used to determine the time zone in which to make the attempt, from the following options: Device - (Default) The time zone of the area code of the device being attempted. Contact - The time zone of the postal code in the customer's record.(If there is no postal code provided, the record is filtered.) Contact then Device - The time zone of the postal code in the customer's record. (If there is no postal code provided, the system will then look to the area code of the device to determine when to launch.) Contact and Device - Both the area code of the device and the contact time zone provided in the record are compared. If there is a time zone mismatch between the two pieces of information, the record is dialed during a ‘safe’ window – meaning calls will only launch when it is neither too early or too late in either time zone (as governed by FDCPA guidelines.)
ScriptName	The name of the script used during the contact attempt.
Interactive	Indicates whether the contact attempt is being made for an interactive message or an alert.
NumAttempts	The number of attempts made to a contact during a campaign or sub-campaign.
SequenceNum	(Available only with text passes.) This is an integer that represents where this contact attempt fits into the longer series of back and forth contacts.
MessageContent	The actual content of a text message.
CallerID-ShortCode-ReplyTo	Depending upon the channel, the information in this field identifies: the caller ID that appears on a contact's phone, or the short code or long code that a contact receives a message from or sends a message to.
DCAutoManage	The value of the automange field in the hourly count roll up table. If '1', it implies that a DC went to an agent. If '0' a DC went to IVR.
DCAgentID	<Reserved for future use.>
DCSkillgroupName	The name of the agent group (previously called skill group) assigned to interface with the contact.
DCCallCenter#	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the telephone number to which the direct connect was made. This field is only present if a Direct Connect script was used for the campaign.
DCDirectConnectTalkSeconds	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the duration of the Direct Connect in seconds. This value does not include hold time or ring time, it only includes talk time. This field is present only if a Direct Connect script was used for the campaign.
DCACDHoldSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the client was on hold after connecting to the contact center. If using the Whisper feature, whisper seconds are included in this value. Add this value to DCDirectConnectTalkSeconds to get the billable time.
DCSBHoldSeconds	If the script used the Direct Connect feature, and a call involved a Direct Connect, this is the amount of time the client was in the messaging system hold queue prior to being connected to an agent in the contact center. If using the Whisper feature, whisper seconds are included in this value.
DCRingSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the contact center phone was ringing before the contact center or ACD picked up the call.
DCDirectConnectDate	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the date on which the Direct Connect was made.
DispositionCategory	The category, or grouping, of Disposition Codes as defined by the client.
DispositionCode	The disposition code selected at the end of the call.
DispositionValue	The dollar value associated with the disposition code selected at the end of the call.
Enterprise	The name of the enterprise.
EnterpriseID	The enterprise ID.
Account	The name of the account.
AccountID	The account ID.
Campaign	The name of the campaign.
LocalTime	The date and time of the call attempt, in local time.
ConversationState	The value (if any) of the ConversationState session variable associated with the conversation. This is determined by the script, and can be used to track and report on what happened in a conversation.
IsAttempt	Indicates whether an attempt to deliver a message was made. If ‘1’, an attempt was made. If ‘0’, no attempt was made (for example attempt was filtered).

Client Recording and Client Recording Manifest

The Client Recording detail report (account, campaign and sub-campaign) provides detailed information on every call recording. Clients may use this report as a tool to search for specific agent recordings, for calls that are coded with specific disposition codes, or to search recordings by date ranges. Also provided in this report is a URL that can be used to access or play back recordings via a web browser.

This report is identical to the Client Recording Manifest Detail report but also includes a zipped file that contains all of the individual .WAV files for an account, campaign, sub-campaign, or skill group, depending on the level from which the report was generated.

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Field Name	Description
SuperEnterprise	The name of the client's super enterprise.
SuperEnterpriseID	The ID number assigned to the client's super enterprise.
Enterprise	The name of the enterprise.
EnterpriseID	The ID number assigned to the client's enterprise.
Account	The name of the account.
AccountID	The ID number assigned to the client's account.
AccountTag	The client-assigned account identifier, either name or number, that aligns with the client's internal systems. In many cases, this will be blank.
Campaign	The name of the campaign.
SubCampaign	The name of the sub-campaign
PassID	The ID of the pass: 1, 2, 3, or 4.
PassType	The type of pass: Voice, Dialer, Preview or Manual.
SkillGroup	The name of the agent group (skill group).
SessionStartTime	Call start time (GMT)
SessionSeconds	Duration of call (seconds)
RecordingStartTime	Recording start time (GMT)
RecordingSeconds	Duration of recording (seconds)
RecordingType	Type of recording (Agent, Diagnostic, Script)
Agent ID	The agent’s unique ID.
AgentDevice	Device used to outreach to Agent
DCAttemptNumber	Direct Connect Attempt # (typically one, unless multiple DCs)
ClientID	Unique identifier of client
First Name	The agent’s first name.
Last Name	The agent’s last name.
Device	Device used to outreach to client (outbound), ANI (inbound)
CompletionStatus	Result of call (busy, no answer, DCSuccess, etc). Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
DispositionCategory	Group name by which specific disposition codes are assigned
DispositionCode	Custom result code tagged to the end of a call through Agent Voice Portal
DispositionValue	Monetary value associated with a particular disposition code (for example Promise)
RecordingID	SoundBite unique identifier for this recording
RecordingState	Current state of the recording (for example Present, Deleted, Expired, …)
MediaURI	Associated URI for this media associated with this recording. Either https: for remote or file: for local.
FileName

Service Detail

The Service Detail report can be used to reconcile client activity with an invoice. Normally, the Service Summary report serves this purpose well, but some clients want to be able to reconcile at a more detailed level.

The maximum span of time that the report may cover is set at 31 days. If requested for a time span greater than 31 days, the report will fail.

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• This report may not be run for more than a one-month timespan. As the purpose of this report is to reconcile quantities with an invoice, it most likely does not make sense to run this report for any period of time other than a complete month (unless it is being run as an incremental report during the course of a month).
• When run for a full month of activity, this report may include a very large quantity of records and as a result be a quite large file.
• Not all activity in an account is associated with a message, so the report could include non-message-related activity.
• Not all fields are applicable to all types of records; in those cases, fields will be blank.
• There will be more than one record associated with a particular activity (message, recording, etc.) when necessary.
• Like the Service Summary report, this report does not contain rate or total cost information, only the associated quantities.
• This report includes all activity for the Account or Enterprise, including activities that may be rated at zero cost in the client’s pricing agreement. Zero cost items do not appear on the invoice.

• This report is a text file in CSV format and contains the following fields, presented in columns.

For purposes of documenting this report, the fields (column names) are grouped logically, but note that the section names do not appear in the report itself.

The fields listed in this first section are standard fields, the second section contains fields associated with the pass, and so on.

Field Type	Field Name	Description
Standard	SuperEnterprise	The name of the super enterprise.
	SuperEnterpriseID	The ID of the super enterprise.
	Enterprise	The name of the enterprise.
	EnterpriseID	The ID of the enterprise.
	Account	The name of the account.
	AccountID	The ID of the account.
	AccountTag	The account tag, if one has been provided by the client.
	Campaign	The name of the campaign.
	AgentGroupName	The name of the Agent Group, if applicable.
	SubCampaign	The name of the sub-campaign.
	SubCampaignType	The type of sub-campaign, for example, Inbound or Interactive.
	List	The name of the list used during the contact attempt.
Pass	PassID	Pass number
	PassName	Pass name
	ChannelType	Channel type of pass, for example, Voice, Dialer, etc.
Contact record (subset) The fields listed in the Contact record section contain a copy of the data included in the contact list used for the sub-campaign(s).	FirstName	First Name from contact record
	LastName	Last Name from contact record
	ClientID	ClientID from contact record
Device	DeviceAttempted	Phone number or email address used in the attempt
Attempt info	IsAttempt	Indicates whether an attempt to deliver a message was made. If ‘1’, an attempt was made. If ‘0’, no attempt was made (for example attempt was filtered)
	DeliveryDate	Date & time (GMT) of activity represented by this record
	Status	Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
	MessageID	Message ID (GUID)
	OriginalMessageID	Message ID (GUID) for the initial attempt of this message. For email or text messages, this may differ from the MessageID. This field is only populated if it differs from the MessageID field.
	MessageSource	Source of the message, for example List or FreeFormEntry.
Direct Connect	AgentID	The agent who dispositioned the call, or the agent who handled the text message via Agent Text Portal
Billing reconciliation	ServiceCountryCodeISO	Country code of activity represented by this record, for example “US” or “CA”
	ServiceTimezone	Time zone of activity represented by this record, for example “America/Chicago” or “America/Phoenix”
	ServiceMobile	1 if attempt to mobile number; otherwise 0
	ServiceTypeDescription	Description of type of billable service
	ServiceClass	Class of billable service
	IsAttempt	Indicates whether an attempt to deliver a message was made. If ‘1’, an attempt was made. If ‘0’, no attempt was made (for example attempt was filtered).
	ServiceDescription	Description of billable service that appears on invoice
	TierSetDescription	Description of tier set for the billable service
	UnitType	Unit used for the billable service, for example “Duration” or “Messages”.
	DurationSecs	Number of billable seconds for the billable service
	RecordCount	Number of billable records for the billable service.

Contact Center

The Contact Center detail report (enterprise, account, campaign and sub-campaign) includes a record for every Direct Connect attempt within the reporting time frame. If multiple Direct Connect attempts are made in a single call, there is a record for each attempt. For example, if the system attempts to connect to the contact center but receives a Busy signal, then the system attempts again and successfully connects, both Direct Connect attempts are recorded in this report (only the final attempt is recorded in the other Detail reports).

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The Contact Center Detail reports contain the following fields:

Field Name	Description
ClientID	The ClientID from the original contact record.
DeviceAttempted	The phone number or email address that was attempted.
ConnectedToCallCenter	This field contains a '1' or a '0': 0 - no connection was made to the contact center 1 - a connection was made to the contact center
Date	The date and time of the call.
CallCenter#	The Call Center phone number.
Status	See Direct Connect statuses for a full listing.
RingSeconds	The number of seconds the contact center phone was ringing before the contact center or ACD picked up the call.
ACDHoldSeconds	The number of seconds the consumer was on hold after connecting to the contact center. If using the Whisper feature, whisper seconds are included in this value.
SBHoldSeconds	The total number of seconds the consumer was on hold before speaking to an agent at the contact center.
DirectConnectTalkSeconds	The number of seconds from the time the call was picked up by the contact center phone system until the end of the Direct Connect call. This value does not include hold time, ring time, or whisper time.
ACWSeconds	(Enhanced Skill Groups only) The number of seconds the agent was busy with after call work (ACW).
SubCampaign	The sub-campaign under which the contact attempt was made.
Campaign	The campaign under which the contact attempt was made.
Script	The name of the script used during this contact attempt.
Call Pass	The name of the call pass from which the Direct Connect attempt originated.
SkillGroup	The name of the skill group (group of agents) to which the Direct Connect was targeted.
Agent Name	(Enhanced Skill Groups only) The name of the agent who handled the Direct Connect call.

Agent Performance - Account

The Agent Performance report is applicable only for campaigns where Agent Voice Portal is employed.

The Agent Performance provides summary level detail information about average state durations for agents as well as counts of each state broken down by individual agent. An agent's average duration, for example in the Talking state, is based on the sum of each talking state - in seconds - divided by the number of times that state occurs for the agent.

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The report is produced in CSV format.

Field Name	Description
SuperEnterprise	The name of the client's super enterprise.
SuperEnterpriseID	The ID number assigned to the client's super enterprise.
Enterprise	The name of the enterprise.
EnterpriseID	The ID number assigned to the client's enterprise.
Account	The name of the account.
AccountID	The ID number assigned to the client's account.
AccountTag	The client-assigned account identifier, either name or number, that aligns with the client's internal systems. In many cases, this will be blank.
Campaign	The name of the campaign.
SubCampaign	The name of the sub-campaign
PassID	The ID of the pass: 1, 2, 3, or 4.
PassType	The type of pass: Voice, Dialer, Preview or Manual.
SkillGroup	The name of the agent group (skill group).
Calls Answered	The total number of calls answered by all agents in the agent group that resulted in a successful Direct Connect.
Avg Talk Secs	The average number of talk seconds by all agents in the agent group.
Avg Whisper Secs	The average number of whisper seconds by all agents in the agent group.
Avg ACW Secs	The average number of seconds spent in after call work by all agents in the agent group.
Avg Available Secs	The average number of seconds that all agents in the agent group were available to take a call.
Utilization %	The percentage of time that the agents in the agent group were handling calls as compared to the total time assigned to the sub-campaign.
Avg No Work Secs	The average number of seconds that the agents spent off the phone between taking calls.
Avg Break Secs	The average number of seconds that the agents spent on break.
Total Log In Secs	The total number of seconds that the agents spent logged in to the system.

Agent Information - section 2

This section of data presents the individual agent information (including name and phone number), the agent's detailed call information, and some summary detail derived from the specific disposition codes chosen by the agent. The information appears with the following headers:

Field Name	Description
Agent ID	The agent’s unique ID.
First Name	The agent’s first name.
Last Name	The agent’s last name.
Phone	The phone number at which the agent receives calls.
Calls Answered	The total number of calls answered by the agent that resulted in a successful Direct Connect.
Talk Secs	The number of talk seconds occurring during the identified time frame.
Whisper Secs	The number of whisper seconds occurring during the identified time frame.
ACW Secs	The number of seconds spent in after call work occurring during the identified time frame.
Available Secs	The number of seconds that the agent was available to take a call during the identified time frame.
Utilization %	The percentage of time that the agent was handling calls as compared to the total time assigned to the sub-campaign during the identified time frame.
No Work Secs	The number of seconds that the agent spent off the phone between taking calls during the identified time frame.
Break Secs	The average number of seconds that the agent spent on break during the identified time frame.
Log In Out Secs	The number of seconds that the agent spent logged in to the system during the identified time frame.

The following information is derived from the disposition codes chosen by the agent.

Field Name	Description
Total RPC	The total number of Right Party Connects (RPCs) made by the agent.
RPC/Hour	The average RPCs per hour made by the agent.
Total WPC	The total number of Wrong Party Connects (WPCs) made by the agent.
WPC/Hour	The average RWPCs per hour made by the agent.
Total Promises	The total number of calls assigned a Promise to Pay disposition code.
Total Promise Value	The total dollar value of all calls assigned a Promise to Pay disposition code.
Total Credit Card Value	The total dollar value of all calls assigned a Promise to Pay disposition code that were paid using a credit card.
Total Check Value	The total dollar value of all calls assigned a Promise to Pay disposition code that were paid using a check.

Agent Action

The Agent Action Detail report provides a log of various actions taken by voice and text agents in the enterprise or account.

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The report is produced in CSV format.

The Agent List Detail report includes the following fields:

Field Name	Description
externalId	The agent's external ID.
FirstName	The agent’s first name.
LastName The agent’s last name.
email	The agent's email address.
defaultPhoneNumber	The agent's telephone number. This field is null for dial-in agents.
SuperEnterprise	The name of the agent’s SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
SkillGroup	The name of the skill group.
AgentID	The agent’s unique ID.
TextCapable	TextCapable indicates whether the agent is a text agent; 1 if yes, 0 if no.
VoiceCapable	VoiceCapable indicates whether the agent is a voice agent; 1 if yes, 0 if no.
Action	An action taken by an agent, from the following list: activated deactivated login logout passwordchange sendtextmessage archivetextmessage changeskillgroup changephonenumber
ActionDatePasswordChangeDate	The date and time that the action was taken by the agent, in the following format: 08/15/2011 20:44:22 GMT

Agent List

The Agent List detail report provides a listing of all voice and text agents in the enterprise or account, along with each agent's permission settings as of the time the report is run.

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The report is produced in CSV format.

The Agent List detail report includes the following fields:

Field Name	Description
externalId	The agent's external ID.
FirstName	The agent’s first name.
LastName	The agent’s last name.
email	The agent's email address.
defaultPhoneNumber	The agent's telephone number. This field is null for dial-in agents.
SuperEnterprise	The name of the agent’s SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
SkillGroup	The name of the skill group.
AgentID	The agent’s unique ID.
TextCapable	TextCapable indicates whether the agent is a text agent; 1 if yes, 0 if no.
VoiceCapable	VoiceCapable indicates whether the agent is a voice agent; 1 if yes, 0 if no.
MessagePermissions	Indicates whether the agent has permission to send free-form texts; full or none
DevicePermissions	Indicates whether the agent has permission to send texts to arbitrary phone numbers; full or none
ConnectMethod	Method of connection for the agent, from the following options: DIAL-IN TOLL, DIAL-OUT TOLL, DIAL-OUT TOLL FREE, or none (for text agents)
CreateDate	The date and time at which the agent was added to the system.
PasswordChangeDate	The date and time of most recent password change, in the following format: 08/15/2011 20:44:22 GMT
AgentTimezone	The agent's time zone.

Agent Monitor Coach Barge

The Agent Monitor Coach Barge detail report is used to track the actions of supervisors of Portal Agents using the monitor, coach and barge features of the system.

This report provides information regarding the agent being supervised, plus the time and duration of the action taken by the Account Manager.

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The report is produced in CSV format.

The Agent Monitor Coach and Barge detail report includes the following fields:

Field Name	Description
SuperEnterprise	The name of the agent’s SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
SupervisorID	The ID of the supervisor.
AgentID	The agent’s unique ID.
Action	The action taken by the supervisor, whether Monitor, Coach or Barge.
ActionCreateDate	The date and time that the action was taken by the supervisor, in the following format: 08/15/2011 20:44:22 GMT.
DurationInSecs	The duration, in seconds, of the action taken by the supervisor.

Dialer Compliance Detail

The Dialer Compliance Detail report (account, campaign and sub-campaign) provides detailed compliance information on every call made during a dialer pass. Calls are marked with a ‘1’ for compliant or a ‘0’ for non-compliant based on the amount of time it takes them to be bridged to an available agent. This report should be used in conjunction with compliance pacing on a predictive pass.

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The report is produced in CSV format and is available from the Enterprise, Account, Campaign and Sub-campaign levels.

The report includes the following fields:

Field Name	Description
SuperEnterprise	The name of the agent’s SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
Campaign	The name of the campaign.
SubCampaign	The name of the sub-campaign
PassID	The ID of the pass: 1, 2, 3, or 4.
PassType	The type of pass: Voice, Dialer, Preview or Manual.
PacingModel	The selected pacing type, for example, Predictive.
TargetAbandonRate	The target abandon rate, from the settings.
AbandonDefinition	From the settings, the number of seconds identifying an abandoned call.
ComplianceModeEnabled	Indicates whether Compliance Mode is enabled; 1 if yes, 0 if no.
ClientID	The Client ID of the contact with whom the agent was speaking.
Device	The contact's phone number.
Status	The completion status associated with the call. This report returns the results of all calls with the following completion statuses: DELIVEREDPERSON DELIVEREDMACHINE MACHINEHANGUP UNDELIVEREDMACHINE Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
StartTime	The time at which the call was connected.
BridgeSuccess	Indicates whether the bridge to the contact was successful. The values are as follows: 0 - Bridge state was not reached. 1 - Bridge was successful. 2 - Bridge was skipped - calls that didn't satisfy the bridge criteria. For example, if the requirement is to bridge to a live party only, and an answering machine picks up, the bridge will not take place. 3 - Bridge failed - calls that were attempted but failed to bridge. For example - an agent hangs up before the bridge takes place.
Duration	The actual bridge time, in seconds.
Compliant	Indicates whether the call was compliant; 1 if yes, 0 if no. If Compliance Mode was not enabled, this is 0.

List Audit

The List Audit detail presents information about total records, rejected records, load timing, and original list names for lists loaded in an account or enterprise for the specified time period.

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The report is produced in CSV format.

The List Audit detail report includes the following fields:

Field Name	Description
SuperEnterprise	The name of the agent’s SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
ListName	The name of the list, ex. hghg555.
FileName	The filename of the list, ex. Document6.txt.
TotalRecords	Total number of records in the list.
LoadedRecords	Total number of records that were loaded into the messaging system.
RejectedRecords	Total number of records that were rejected and not loaded into the messaging system.
UploadState	The state of the list at the time the report was run.
LoadStartDate	The time and date the list started loading, in the following format: 10/4/2011 16:19
LoadFinishDate	The time and date the list finished loading, in the following format: 10/4/2011 16:19

Recording Action Tracking

The Recording Action Tracking detail report allows clients to track the status of both individual recordings and overall account settings.

The report shows when a recording has expired and been purged from the messaging system or when it was manually deleted. It also shows any changes made to the skill group recording settings.

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Field Name	Description
SuperEnterprise	The name of the agent’s SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
Campaign	The name of the campaign.
SubCampaign	The name of the sub-campaign
PassID	The ID of the pass: 1, 2, 3, or 4.
Action	Changed, Played, Paused, Deleted, etc
Entity	Account, Agent group or Recording
Attribute	State
OldValue	Value prior to action (optional)
NewValue	Value post action (optional)
User	Identifier of user who initiated action, if system performed then represented as <system>.
Time	Time of action (GMT)

Session Transfer

The Session Transfer detail report allows clients to track the progress of calls transferred by their agents. The type of transfer, the originating and target agents, and call durations are examples of some of the data stored in this report.

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The fields below describe each of the columns provided in the report.

Field Name	Description
SuperEnterprise	The name of the agent’s SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
Campaign	The name of the campaign.
SubCampaign	The name of the sub-campaign
PassID	The ID of the pass: 1, 2, 3, or 4.
PassType	The type of pass: Voice, Dialer, Preview or Manual.
SkillGroup	Skill Group (Agent Group) associated with this recording
Transfer Type	Category of Transfer (Internal-Unsupervised, Internal-Supervised, External-Supervised)
Original Agent	Internal Agent_ID (agent@email.com)
Target	Either the name of the internal target agent or the phone number of the external target
Target Agent	Internal Agent_ID (agent@email.com)
Leg1 Duration	Number of seconds before transfer feature was invoked
TransferStartTtime	The time at which the transfer feature was invoked
TransferEndTime	The time at which Complete Transfer was selected
TransferDuration	Total duration of transfer
ConferenceDuration	Duration during which Original Agent, Target and Call Recipient all talk together
Leg2 Duration	Number of seconds before transfer feature was invoked
TransferResult	Result of Transfer - will include success and failure info including: ContactHungup, SourceAgentHungup, TargetAgentHungup, TargetBadNumber, TargetBusy, TargetNoAnswer, TargetNotConnected, UserInitiated, InternalError, ContactHungupOnHold, ContactExceededMaxHoldTime, Success
ClientID	Unique identifier of consumer
FirstName	First name of consumer
LastName	Last name of consumer
DispositionCategory	Group name by which specific disposition codes are assigned
DispositionCode	Custom result code tagged to the end of a call through Agent Voice Portal
DispositionValue	Monetary value associated with a particular disposition code

Recording Storage

The Recording Storage report shows the quantity of reports stored for a client. This is an account and enterprise-level summary report. Each record is in CSV format and represents recording statistics for a particular date.

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Field #	Field Name	Description
1	SuperEnterprise	The name of the super enterprise.
2	SuperEnterpriseID	The ID of the super enterprise.
3	Enterprise	The name of the enterprise.
4	EnterpriseID	The ID of the enterprise.
5	Account	The name of the account.
6	AccountID	The ID of the account.
7	Date	The date that this record is reporting on.
8	RecordingsQuantity	The number of stored recordings as of this date.
9	RecordingsMinutes	The total number of minutes of stored recordings as of this date.
10	RecordingsSize	The total estimated size (in MB) of the stored recordings of this date.
11	RetentionDays	Retention Days setting for the account.

Workforce Management Data Extract

The Workforce Management Data Extract report provides a data feed of campaign agent data. This is an account and enterprise-level report in CSV format. Each record represents statistics for an agent group during the time span of the report.

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Field Name	Description
SuperEnterprise	The name of the super enterprise.
SuperEnterpriseID	The ID of the super enterprise.
Enterprise	The name of the enterprise.
EnterpriseID	The ID of the enterprise.
Account	The name of the account.
AccountID	The ID of the account.
StartDate	The starting date/time for this report.
EndDate	The ending date/time for this report.
AgentGroup	The name of the agent group.
CallsAnswered	The total number of calls answered by all agents in the agent group.
AvgTalkSecs	The average number of Talk seconds by all agents in the agent group for calls that ended during the time range of the report.
AvgWhisperSecs	The average number of Whisper seconds by all agents in the agent group for calls that ended during the time range of the report.
AvgACWSecs	The average number of ACW seconds by all agents in the agent group for calls that ended during the time range of the report.
AvgAvailableSecs	The average number of Available seconds by all agents in the agent group during the time range of this report.
AvgNoWorkSecs	The average number of No Work seconds by all agents in the agent group during the time range of the report.
AvgBreakSecs	The average number of Break seconds by all agents in the agent group during the time range of the report.