Conversation details

To view details of a specific conversation, click its row.

A new view opens and displays first the general information of the conversation.
Field Description
Source The number or address from where the conversation originated
Destination The number or address to which the conversation was made
Agent The person who handled or is currently handling the conversation
Duration How long the conversation and its handling took, including wrap-up
Arrival Time The time when the conversation entered the system
Conversation ID The ID of a conversation segment. This can be used as a search criterion in the ID field in the Conversations view.
Group ID The ID for all conversations that are linked together. This can be used as a search criterion in the ID field in the Conversations view. In some cases, conversation and group ID are identical.

For email search, use the email ID.

Example

An agent who has accepted an inbound customer call needs to make a consultation call to a colleague. The customer call is put on hold when the consultation call begins. When it ends, the agents resumes the customer call. There are two separate calls, and the customer call and the consultation call have their own conversation ID but they have the same group ID. When the group ID is used as a search criterion, the search returns both calls.
The table shows the following information:
  • Time: when the event occurred
  • Duration: time taken since previous event
  • Cumulative duration: how long all the events so far have lasted
  • Event: one phase of a conversation
  • State 1 and State 2: further details such as agent name and queue name

    Operator direct in state values refers to direct calls that either the agent has made or has received.

    Example

    An agent made an outgoing call (Operator direct). The call was disconnected by the other party, and wrap-up started (1). If the agent had disconnected the call, state 1 would show Agent. State 1 for the event Wrap-up ended shows the queue name (in this case Operator direct as it was a direct call), resting time if any, and the agent status which in this cas was wrap-up (1).

To see the event descriptions in State 1 and State 2 columns in their technical form, select Show technical data. This technical form is useful when experts are tracing events in the system logs and alternatively for other developer based actions.

Table 1. Common events
Technical Name Event State 1 State 2
AcceptTimeout Offering timed out Agent name N/A
AfterworkBegin Wrap-up started Queue name; 1=in wrap-up, 0=no wrap-up Wrap-up type; resting or scripting
AfterworkEnd Wrap-up ended Queue name; resting time; 1=in wrap-up, 0=no wrap-up N/A
AgentReq Agent requirement Expiration time for preferred/required agent requirement

The expiration time is shown in UTC

 Preferred/required agent name
AgentReqCancelled Agent requirement elapsed Cancellation reason such as timeout N/A
ContactRemarks Initial internal note created

This event is only seen for the first internal note entry. Any additional entries are not shown in the conversation events.

 Conversation ID
DestAllocated Conversation allocated to agent Agent name Queue name
DestUnAllocated Conversation no longer allocated Queue name Unallocation reason

For example, if user's connection to Sinch Contact Pro is lost during a call offering, the call is declined by the system and NoPhone is shown as a state for an event.
Queuing Conversation is queueing Queue name Prewelcome prompt played and/or IVR
Rejected Conversation was rejected Agent name N/A
SkillReq Skill requirement Required skill and level

Agent's skill in relation to the skill requirement (skill match point)

For example, if requirement is 5 and agent has skill level 3, skill match point is calculated as follows:

3/5=0.6
UserContact Conversation created by agent Agent name N/A
Disconnected Conversation was disconnected Disconnect reason; 1=wrap-up started, 0=wrap-up not started Queue name
ContactSubject Subject of conversation Subject N/A
ContactAIAnalysis - Phone/chat/email IsOnDemand value: 0 or 1
Table 2. Call events
Technical Name Event State 1 State 2
BlindTransfer Blind transfer was successful Destination number Source number
PreWelcomePlayed Pre-welcome prompt played Prompt file ID N/A
BlindTransferFailed Blind transfer failed Failure reason Destination number
CallJoined Call was joined Agent Original call ID
CallJoinFailed Call joining failed N/A N/A
CallOutTerminated Outgoing call terminated N/A N/A
CallsJoined Calls joined Original call ID Call direction (out or in)
CallTransfer Call transfer Destination number Source number
ConferenceCall Conference call Conference ID Call status
Connected Call was connected Agent name Queue name
ConnectedToOper Incoming call connected to agent Agent name Queue name
OrigCall Original call (information) Original call ID N/A
ConsEnd Consultation call ended Consultation call ID N/A
ConsFor Consultation call Original call ID N/A
ConsIn Receiving agent's consultation Original call ID N/A
ConsTo Calling agent's consultation Consultation call ID N/A
NewCompleteStart Consultation call joined original N/A N/A
Error Incoming call without extension information Number not found as the extension has been removed Destination number
ExternalTransfer Call transfered to an external number Destination number Source number
ExternalTransferFailed Call transfer to an external number failed Failure reason Destination number
Hold Call on hold Reason N/A
IVROrigCall IVR call Call ID N/A
IVRTransfer IVR transferred call Destination number Source number
LeaveVoiceMail Voicemail message left during call Queue name N/A
Remoted Call moved between servers N/A N/A
Rerouted Queueing call moved between servers Rerouted Current queue name
UnHold Released from hold N/A N/A
VMMessage Voicemail IVR has saved the recorded message Voicemail message ID Call ID
IVRConnected IVR connected to external party

N/A

N/A
IVRDisconnected IVR disconnected from external party

Disconnect reason

Original caller's number
Table 3. Other call-related events
Technical Name Event State 1 State 2
AllocToExtAgent Allocation to external agent External agent number N/A
ConnToExtAgent Incoming call connected to external agent External agent number N/A
ExtAgentRejected External agent rejected call Agent name Reason
TermCallFor SRM call

SRM refers to simultaneous ring mode.

 Call ID N/A
TermConnected SRM call connected

SRM refers to simultaneous ring mode.

 Terminal number Queue name
TermJoined SRM call joined

SRM refers to simultaneous ring mode.

 Terminal number Original call ID
Table 4. Recording and consent events
Technical Name Event State 1 State 2
ConsentTransfer Customer consent option done (transferring) Consent IVR number Queue from which the call is transferred to consent IVR
FileRecorded Recording created Recording owner (either agent, queue, or outbound campaign):owner name File name

The recording file name follows this format:

[file location]/yyyy_mm/dd_hh_mm_ss_app_callid

where app can be one of the following:

  • SSR_[number] indicates a recording created by a user, where number is the user’s extension.

  • SSR_Cr indicates a recording created by a queue.

SSR stands for server-side recording.
FileRecordedH Call recorded in hidden mode Recording owner (either agent, queue, or outbound campaign):owner name
SupervisorRecorded Recorded by supervisor Agent name
ContactTranscript - Recording's GUID Duration in seconds;IsOnDemand value: 0 or 1
Table 5. Callback events
Technical Name Event State 1 State 2
CBRAllocated Callback request allocated Agent name Original call ID
CBRConnected Callback request connected Agent name Queue name
CBRConnectedToOper Callback request connected to agent Agent name Queue name
CBRDisconnected Callback request disconnected Disconnect reason; 1=wrap-up started, 0=wrap-up not started N/A
CBRHandled Callback request handled Agent name Result
CBRUnAllocated Callback request no longer allocated Queue name N/A
Table 6. Campaign events
Technical Name Event State 1 State 2
CallResult Campaign call result Call result (technical); call classification; call classification description Customer result; number of retries; total number of handled customers
OBAllocated Campaign call allocated Agent name Queue name
OBConnected Campaign call connected Agent name Queue name
OBDisconnected Campaign call disconnected Disconnect reason; 1=wrap-up started, 0=wrap-up not started Queue name; call access time
OutboundCampaignInfo Campaign information Outbound campaign name Preview duration
Preview Campaign in preview mode Outbound campaign name Agent name
Wrap Campaign call wrap-up (information) Outbound campaign name Agent name
Table 7. Email events
Technical Name Event State 1 State 2
MailAllocated Incoming email allocated to agent Agent name Queue name
MailConnected Incoming email opened from the queue Agent name Queue name; waiting time
MailDeleted Incoming email deleted Agent name Queue name; handling time; 1=wrap-up started, 0=wrap-up not started
MailForwarded Incoming email forwarded Agent name or queue name (destination) Agent name or queue name (source)
MailHandled Incoming email handled Agent name Queue name; handling time; 1=wrap-up started, 0=wrap-up not started
MailOutCreated Outgoing email created Agent name Queue name
MailOutDeleted Outgoing email deleted Agent name Queue name; 1=wrap-up started, 0=wrap-up not started
MailOutHandled Outgoing email handled Agent name Queue name; 1=wrap-up started, 0=wrap-up not started
MailOutSent Outgoing email sent Agent name Recipient email address
MailOutSaved Outgoing email saved Agent name Queue name
MailPicked Email picked from pending state Agent name Queue name; waiting time
MailPreview Email previewed Agent name N/A
MailSaved Email saved to pending state Agent name Queue name; handling time
MailSent Picked email is replied Agent name Recipient email address
MailUnAllocated Email no longer allocated Queue name Unallocation reason
NewMail New email to queue Previous CID Warning time; critical time
Table 8. Chat events
Technical Name Event State 1 State 2
ChatAllocated Chat was allocated Agent name Queue name
ChatConnected Chat was connected Agent name Queue name
ChatForwarded Chat was transferred
Note:
If agent rejects a transferred chat, the chat transferred event isn't shown and the transfer time isn't updated.
 Agent name or queue name Agent, queue, or system name
ChatHandled Chat was handled Disconnect reason; 1=wrap-up started, 0=wrap-up not started Discussion ID
ChatOutConnected Outgoing chat connected Agent name Queue name
ChatOutHandled Outgoing chat handled Disconnect reason; 1=wrap-up started, 0=wrap-up not started Discussion ID
ChatResponseInfo Chat response (information) The number and duration of agent's responses
Note:
Responses are counted as follows:
  • The total number of agent's responses: per chat response agent has sent
  • The number of agent's responses: all chat responses except consecutive responses are counted as one response
 The number and duration of of customer's responses
Note:
Responses are counted as follows:
  • The total number of customer's responses: per chat response customer has sent
  • The number of customer's responses: all chat responses with the following exceptions:
    • responses customer sends before agent joins the discussion are not counted
    • consecutive responses are counted as one response
ChatRecovered System restored chat Chat ID N/A
ChatUnAllocated Chat no longer allocated Queue name Unallocation reason
DiscussionHandled Chat was completed Discussion ID Disconnect reason
  • If the agent loses their session and doesn't return within a minute, the disconnect reason for the original chat conversation is AgentSessionLost.
  • If the chat conversation times out, the disconnect reason is Timeout.
  • If the chat conversation is forcibly closed by, for example, a system upgrade or a server module restart, the disconnect reason is RecoverMaintenance.
  • If an agent ends a chat conversation, the disconnect reason is Agent.
  • If the customer ends a chat conversation, the disconnect reason is Customer.
NewChat New chat to queue Chat type (such as text chat or video chat)

In case of transferred chats also the original chat ID

 1=chat is imported, 0=chat is not imported
CustomerName Customer name displayed Customer's display name N/A
Table 9. Miscellaneous events
Technical Name Event State 1 State 2
ApplClosed The system not open for service N/A N/A
ApplTransfer Call transferred between different contact center endpoints Destination number Source number
DestInfo Trunk information when call ended Destinantion IP address Destination number
DestInfoTr Trunk information when call transferred Destination IP address Destination number
ServiceClosed Service closed Schedule name N/A

If a conversation has scripts, they are shown in the Scripts tab.

You can open a conversation in Communication Panel by clicking the View in Communication Panel button.

Marking a conversation as handled

If you have user rights to Control Contact, you can also mark a conversation as handled by clicking the Mark as Handled button. The purpose of this button is to add an end event for a conversation. It is intended for managing a situation where a conversation has ended in practice but for some reason the end event is missing. For calls, the button is only available after the call has been running for more than 12 hours.

The system also automatically cleans up this kind of conversations daily.