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Fields | Description | Mode | Cisco UCCE | Cisco UCCX | Five9 VCC | Nice CXone | Avaya POM | Genesys PureCloud | Amazon Connect | SF | UJET | Twilio Flex |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
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 | ||||||||||
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 | ||||||||||
Agent Name | It displays the name of the agent who handled the call. | Voice | ||||||||||
Comments | It displays the comments added by the agent after the call with the customer. | 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 | ||||||||||
Operator User Name | This is the name of the control operator. | Voice, SMS | ||||||||||
Agent ID | A unique identifier assigned to an agent. | Voice | ||||||||||
Message Delivery Receipt | Confirmation that a message (SMS) was successfully delivered to the recipient. | SMS | ||||||||||
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 | ||||||||||
Outcome Processing Time | It displays the date and time when the system processed the result for the attempt. | 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. |
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