Contacts Search

The Contivio Historical Reports include everything for Contact Center administrators to understand the performance of the Call Center, Queues, Campaigns, Teams, Agents, Dispositions and Scripts. But what if an administrator needs to validate whether a specific interaction took place by an agent? Maybe there was a contact who claimed they waited for 20 minutes to speak with an agent and the administrator wants to know what time this interaction took place so they can ensure they are properly staffed. Someone might need to access the recording of a recently completed call. The ‘Contacts’ search will lay out every minute detail for all interactions to and from the Contivio Contact Center.

In the Contacts Search (located under your "Call Center" > "Analytics & Reports" > "Contact Center Search"), Contivio describes every single piece of the interaction, such as who it was routed to before an agent answered. The Contacts search can also describe which agents are declining calls or letting interactions ring through the offer time-out. Below are some common scenarios that the Contacts Search report is used for. Keep in mind that this report can only be used to find contacts that have been completed, and any contacts in progress will not show.

Report Duration - allows you to filter by a specific date range (e.g., this hour, today, last month, user-defined).
Filter - allows you to run the search based on a variety of options including user, media types, queues, dispositions, called number, call result (see below table), and campaigns.
- Media Type
  - Voice
  - Chat
  - Email
  - Fax
  - SMS
  - Queue Voicemail
- Contact Type
  - All Contacts
  - Inbound Contacts Only
  - Outbound Contacts Only
  - Campaign
- Queues
- Campaigns
- Agents
- Team
- Recordings
  - Recorded Calls Only
  - Non-Recorded Calls Only
- Call Results (see list below)
- Contacts
- Called Party
- Session ID
- Dispositions
View - determines which data will display in the contact search result.
Layout - will define the time format, report format (e.g., HTML - new tab, Excel - export) and details level (i.e., all media legs, first contact only).

Tip: Before you dive into the Contacts search, keep in mind that Contact Search & Historical Call Reports use the same raw database, but they differ in how the data is calculated. This means that the reports might not always have the same exact data. For example, displayed times and durations in the Contact Search are individually rounded to the nearest second. Historical Call Reports use millisecond precision and only the final figures are rounded to the nearest second.

Call Results

Agent Late Answer Abandoned	Predictive Campaigns only: Late answer by an agent after the abandon threshold was reached.
Agent Offer Timeout	Call/media was offered to the agent, but the agent did not answer within the allotted offer time.
Agent Phone Offline	The call was routed to an agent whose phone was offline or unavailable.
Busy	The dialed number is busy
Callback	Customer callback (virtual hold) was successfully handled.
Canceled	The caller hung up while the called party was ringing.
Decline	The call was declined by the agent.
Dialler Abandoned	For predictive campaigns this indicates the system abandoned the call because an agent was not available at the point of the contact answering. For infinite offer campaigns, this indicates the system abandoned the call attempt because the phone number falls within the call moratorium period.
Failed	The call failed to connect.
Hangup by Network	The contacted number has rung out unanswered and terminated by the provider.
Invalid Number	The number was invalid, possibly due to incorrect formatting.
IVR Abandoned	Caller hung up while in the IVR menu.
IVR Answer Abandoned	For predictive campaigns, this indicates the system played an abandoned IVR script because an agent was not available at the point of the contact answering.
Queue Abandoned	Caller hung up while waiting in the queue.
Queue Cancelled	The caller hung up while the called party was ringing.
Queue Timeout	The call timed out at the maximum queueing period.
Reject	The call was terminated by routing.
Route to Email	(Chat Only) Contact was routed through to email
Routing Busy	Call termination routing action (reason: busy)
Routing Congested	Call termination routing action (reason: congested)
Routing No Answer	Call termination routing action (reason: no answer)
Routing No Resources	Call termination routing action (reason: no resources to take the call)
Service Unavailable	Call terminated unexpectedly due to service unavailability.
Success	Call/media was successfully connected to an agent.
Voicemail	The call was routed to voicemail

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