.png?sv=2022-11-02&spr=https&st=2026-02-06T08%3A46%3A22Z&se=2026-02-06T08%3A56%3A22Z&sr=c&sp=r&sig=dAcot%2BRaW7IjnPS%2FDZIC%2B2qrrl8huqDMP9WROWEFzYI%3D){kind=logo}
Detail Report
- DarkLight
Detail Report
- DarkLight
Article summary
Did you find this summary helpful?
Thank you for your feedback
To create report:
Click the + Create Historical Report icon.
Select Detail report and click Create.
Select the appropriate Timezone from the dropdown list to generate the report for a specific timezone. The default timezone is set in the browser.
Select the Period from the dropdown list to view the report for a specific period. The default value is set to Today.
Today
Yesterday
This Week
Last Week
This Month
Last Month
Last N Days - If you select this option, enter the number of days for the report to view.
Custom Date Range - If you select this option, enter the date range period to view report for a defined period.
Note:
The maximum period allowed is 180 days to maintain optimal performance and efficiency.
Apply Filter
Go to the Filter section.
On the Channel tab, select the channel type from the following options:
SMS: Includes data for contacts handled through SMS communication.
Voice: Includes report data for contacts handled through voice calls.
Email: Includes report data for contacts handled via email.
Admin Operations (Non-Channel): Includes report data for contacts updated manually, not through any active channel.
On the Global List tab, select the appropriate global list IDs.
On the Campaign Group tab, select the appropriate Campaign Groups.
On the Campaign tab, select the appropriate Campaign.
On the List tab, select the appropriate list IDs. List IDs are visible only for selected Campaigns.
On the CSS Group tab, select the appropriate CSS Groups. CSS Groups are visible only for the selected Campaigns.
On the CSS tab, select the appropriate CSS. CSSs are visible only for the selected Campaigns.
On the Agent tab, select the appropriate agent.
On the Outcome tab, select the appropriate outcome.
On the Status tab, select the appropriate status of the contact.
On the Attempt tab, select the contact attempt type from the following options:
Attempted RPC
Attempted Non RPC
Attempted
Non Attempted
On the Condition tab, create the condition if applicable. The condition feature allows building custom conditions. Press the '{' key to access a pop-over suggesting system fields and business fields.
Elements
Go to the Elements section.
On the Attributes tab, select the relevant fields to generate the report. For more information about the fields, see Attribute.
On the Delivery tab, select the relevant fields to generate the report. For more information about the fields, see Delivery.
On the Processing tab, select the relevant fields to generate the report. For more information about the fields, see Processing.
On the Result tab, select the relevant fields to generate the report. For more information about the fields, see Result.
On the Computed tab, select the relevant fields to generate the report. For more information about the fields, see Computed.
On the Business Parameters tab, select the relevant fields to generate the report. To view Business Parameters, at least one campaign must be selected. These parameters are retrieved from the selected campaign.
Select the Channel from the dropdown list to view elements based on the selected channel. The available options are:
Voice: Displays elements specific to voice interactions.
SMS: Shows elements related to SMS communication.
Email: Displays parameters specific to email interactions.
All: Allows you to view all elements regardless of the channel.
Save and View Reports
Click View to display the report.
Click Save. You can also save the report after viewing it.
Enter the Name and Description of the report.
Click Save.
Attribute
Fields | Description | Mode | Cisco UCCE | Cisco UCCX | Amazon Connect | Service Cloud Voice | Twilio Flex | UJET | Genesys PureCloud | Five9 VCC | Nice CXone | Avaya POM |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
Campaign Group | It is the name of the Campaign Group to which the contacts belong. | Voice, SMS, Email | ||||||||||
Pacing | It displays the pacing mode of the contact attempt. Example: Preview, Progressive, Predictive. | Voice | ❌ | ❌ | ✔️ | ✔️ | ✔️ | ✔️ | ❌ | ❌ | ❌ | ❌ |
Campaign | It is the name of the campaign to which the contact belongs. | Voice, SMS, Email | ||||||||||
Global List ID | It is the ID generated by the application for each list placed for global upload. This ID is unique within the system. | Voice, SMS, Email | ||||||||||
List ID | It is the List ID generated by the application for this list. This ID is unique within a campaign. | Voice, SMS, Email | ||||||||||
Contact ID | It is a unique ID for a contact within a campaign. | Voice, SMS, Email | ||||||||||
Uploaded Time | It displays the time when the contacts are uploaded. | Voice, SMS, Email | ||||||||||
LCM Key | It is unique Id Campaign Manager system for the attempt. | Voice, SMS, Email | ||||||||||
Dialer Reference ID | It is unique Id in the respective dialer system. | Voice | ||||||||||
From Mode | The Email ID used to initiate a SMS, or email. Or, the Caller ID used to initiate a call. | Voice, SMS, Email | ||||||||||
Source Campaign ID | The ID of the original campaign from which data is transferred (empty for the first source campaign). | Voice, SMS, Email | ||||||||||
Source Contact ID | The contact ID transferred from the originating campaign (empty for the first source campaign). | Voice, SMS, Email | ||||||||||
Chained | Indicates whether the contact/data is moved or copied between campaigns. | Voice, SMS, Email | ||||||||||
Destination Campaign ID | The ID of the campaign receiving contacts or data from a source campaign. | Voice, SMS, Email | ||||||||||
Destination Contact ID | The contact ID assigned in the destination campaign after being transferred from a source campaign. | Voice, SMS, Email |
Delivery
Fields | Description | Mode | Cisco UCCE | Cisco UCCX | Amazon Connect Tethered | Service Cloud Voice | Twilio Flex | UJET | Genesys PureCloud | Five9 VCC | Nice CXone | Avaya POM |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
Contact Attempt | It is the attempt number, such as first attempt, second and so on. | Voice, SMS, Email | ||||||||||
Mode Value | It is the customer phone number or email ID. | Voice, SMS, Email | ||||||||||
Mode | It is the phone type, email or SMS for the mode. | Voice, SMS, Email | ||||||||||
Channel | It displays the name of the channel that refers to the method of communication used to interact with a customer. | Voice, SMS, Email | ||||||||||
Scheduled Delivery Time | It displays the scheduled date and time for when a contact is supposed to be delivered. This could refer to the time of a call with a contact, callback appointment, or the newly arranged date and time for the contact. | Voice, SMS, Email | ||||||||||
Actual Delivery Time | It displays the date and time when the contact is actually delivered. | Voice, SMS, Email | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ||
Contact Nature | It display the type of contacts such as Fresh, Rescheduled, Normal Callback, Personal Callback, AEM-Fresh, AEM-Rescheduled, Fresh-Moment, and AEM-Fresh-Moment contacts. | Voice, SMS, Email | ||||||||||
Consent | It displays whether the contact has consent or non-consent. | Voice, SMS | ||||||||||
Manual | It displays whether the contact is dialed manually. | Voice | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
CSS Condition | It shows the specific Contact Strategy Selection (CSS) condition selected for selecting the contact. | Voice, SMS, Email | ||||||||||
Digital Template Name | It must be provided when using a Script Designer. For SMS, specify the SMS template name. For Email, specify the Email template name. | Voice, SMS, Email |
Processing
Fields | Description | Mode | Cisco UCCE | Cisco UCCX | Amazon Connect | Service Cloud Voice | Twilio Flex | UJET | Genesys PureCloud | Five9 VCC | Nice CXone | Avaya POM |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
Preview Time | It displays the time when the contact was presented to the agent for preview pacing mode. | Voice | ||||||||||
Preview Action Time | It displays the time when the agent responded to the Preview call. | Voice | ||||||||||
Operator Time | It displays the time when the Operator received the contact. | Voice, SMS | ||||||||||
Operator Action Time | It displays the time when the Operator clicked on the contact. | Voice, SMS | ||||||||||
Attempt Start Time | It displays the date and time when the attempt of the contact is initiated. | Voice, SMS, Email | ||||||||||
Ring Time | It displays the date and time when the call starts ringing at the customer end. | Voice | ||||||||||
Customer Answered Time | It displays the time when the customer answered a call. | Voice | ||||||||||
CPA Time | It displays the date and time when the Call Progress Analysis (CPA) is completed. | Voice | ||||||||||
Connected to Agent | It displays whether the call is connected to an agent or not. | Voice | ||||||||||
Agent Connected Time | It displays the date and time when the customer call got connected to an agent. | Voice | ||||||||||
ACW Start Time | It displays the date and time when the conversation between the customer and agent ends, and the agent starts the After Call Work (ACW) activities for that contact. | Voice | ||||||||||
Attempt End Time | It displays the date and time when the attempt ended. It is not applicable for Email. | Voice, SMS, Email | ||||||||||
Message Sent | It refers to the total number of SMS messages successfully sent to recipients. | SMS | ||||||||||
Message Received | It refers to the total number of SMS messages successfully received. | SMS | ||||||||||
Message Details | It shows the message type (either Outgoing or Incoming), the message content, and the message time. | SMS | ||||||||||
Message Events | It displays a clickable pop-over showing message events, including Event Type and Event Time. | SMS | ||||||||||
Mail Subject | It displays the subject line of the email. If a SendGrid template is used, it displays the template's email subject rather than the actual subject sent to the end customer. | |||||||||||
Mail Template Name | If a SendGrid template is used, the SendGrid template name is displayed instead of the Campaign Manager email template name. The Campaign Manager email or SMS template will be shown under Digital Template Name. | |||||||||||
Mail Events | It displays a clickable pop-over presenting mail events such as Event Type, Event Time, User Agent, IP, URL, URL Offset, and Machine Open. | |||||||||||
Guide Response | It displays a clickable pop-over with the call guide response, including the Question, Answer, and Activity Time. | Voice |
Result
Fields | Description | Mode | Cisco UCCE | Cisco UCCX | Amazon Connect | Service Cloud Voice | Twilio Flex | UJET | Genesys PureCloud | Five9 VCC | Nice CXone | Avaya POM |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
Message Delivery Receipt | Confirmation that a message (SMS) was successfully delivered to the recipient. | SMS | ||||||||||
Outcome Processing Time | It displays the date and time when the system processed the result for the attempt. | Voice, SMS, Email | ||||||||||
Outcome | It displays the name of the outcome of the attempt. | Voice, SMS, Email | ||||||||||
Parent Outcome | It displays the name of the parent business outcome. | Voice, SMS, Email | ||||||||||
Mail Sent | The action of an email being successfully sent from the sender’s system. | |||||||||||
Mail Block | When an email is blocked by the recipient’s server, preventing delivery. | |||||||||||
Mail Bounce | When an email is returned as undeliverable due to issues such as an invalid address. | |||||||||||
Mail Delivered | Confirmation that the email was successfully delivered to the recipient's inbox. | |||||||||||
Mail Open | A status indicating that the recipient has opened the email. | |||||||||||
Mail Click | A record that the recipient clicked on a link within the email. | |||||||||||
Mail SPAM | The email was marked as spam by the recipient or automatically filtered as spam. | |||||||||||
Mail Unsubscribe | The recipient opted out of future communications by clicking an unsubscribe link in the email. | |||||||||||
Rescheduled Time | It displays the rescheduled date and time for the next attempt. | Voice, SMS, Email | ||||||||||
Contact Status | It displays the status of the contact at the time when any activity, such as a call attempt or pre-call script block, is performed. | Voice, SMS, Email | ||||||||||
Target Value | It displays the target value updated by the agent for the attempt. | Voice, SMS, Email | ||||||||||
Lead Score | It displays the lead score updated by the agent for the attempt. | Voice, SMS, Email | ||||||||||
Disconnected By | It displays whether the call is disconnected by the Customer, Agent, or System. For Abandoned calls, it can be Customer or System. For Connected calls, it can be Customer or Agent. | Voice | ||||||||||
RPC | Indicates that the message or call reached the intended recipient or party. | Voice, SMS, Email | ||||||||||
Non-RPC | Indicates that the message or call did not reach the intended recipient or correct party. | Voice, SMS, Email | ||||||||||
Attempt | An action taken to initiate a communication. | Voice, SMS, Email | ||||||||||
Non-Attempt | A condition where no attempt was made to initiate communication. | Voice, SMS, Email | ||||||||||
Dual Outcome | When an agent or API user sets a dual outcome, such as a callback with a business outcome, the details will display two entries, one for each outcome, with a flag indicating yes under dual outcome. | Voice, SMS, Email | ||||||||||
Agent Name | It displays the name of the agent who handled the call. | Voice | ||||||||||
Agent ID | A unique identifier assigned to an agent. | Voice | ||||||||||
Agent Comments | It displays the comments added by the agent after the call with the customer. | Voice, SMS, Email | ||||||||||
Operator User Name | This is the name of the control operator. | Voice, SMS |
Computed
Fields | Description | Mode | Cisco UCCE | Cisco UCCX | Amazon Connect | Service Cloud Voice | Twilio Flex | UJET | Genesys PureCloud | Five9 VCC | Nice CXone | Avaya POM |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
Attempt Duration (sec) | It is the total duration of the attempt in seconds. | Voice, SMS, Email | ||||||||||
Ring Duration (sec) | It is the total duration of the ringing event in seconds. | Voice | ||||||||||
CPA Duration (ms) | It is the total duration of the Call Progress Analysis (CPA), in milliseconds. | Voice | ||||||||||
Customer Talk Duration (sec) | It is the total duration of the customer connected time in seconds. | Voice | ||||||||||
Agent Talk Duration (sec) | It is the total duration of the agent Talk Time in seconds. | Voice | ||||||||||
ACW Duration (sec) | It is the total duration of the After Call Work (ACW) activity in seconds. | Voice | ||||||||||
Preview Duration (sec) | It is the total duration of agent previewing the customer details in seconds for preview calls. | Voice | ||||||||||
Abandon Duration (sec) | It is the total duration in which the customer call gets abandoned in seconds. | Voice |
Was this article helpful?