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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 |
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