Listing Panel

Last updated 19 minutes ago

List of fields that represent data source Contacts.

This panel lists all the contacts. A contact is the record of an interaction between a customer and the contact center. The contact includes detailed information about the interactions that the customer had with the contact center. Each customer can have more than one contact.

The contact includes information like the date and duration of the interaction, the purpose and the type of the interaction, if the interaction used an IVR, the phone number or email used in the interaction, if the interaction was, for example, initiated in a Click2Call, among others.

Note that it is not mandatory for the contact to have an associated operator. The customer can end the contact, for example, in an IVR or with a chatbot.

The following tables list the data fields of Contacts listing panel, sorted by alphabetic order. Use CRTL + F in Windows or Command + F in MacOS to search inside the page.

Campaign Information

Name	Description
Abandonment element	For onsite campaigns, name of the page element that contains the window from which the customer that visited the site abandoned the contact.
Active element	For onsite campaigns, name of the active element that contains the window from which the customer requested the contact.
Campaign tags	List of tags associated with the campaign.
External Campaign ID	If it exists, identifier of external campaign from which the customer requested the contact.
External campaign	If it exists, name of external campaign from which the customer requested the contact.
External campaign type	If it exists, type of external campaign from which the customer requested the contact. For example, a Facebook campaign.
External campaigns	List of the names of the external campaigns that handled the customer until the customer requested the contact.
External campaigns IDs	List of the identifiers of the external campaigns that handled the customer until the customer requested the contact.
Onsite campaign	Name of the onsite campaign that contains the window from which the customer requested the contact.
Onsite campaign ID	Identifier of the onsite campaign that contains the window from which the customer requested the contact.
Outbound campaign	For outbound campaigns, name of the outbound voice campaign where Engagement Cloud created the contact.
Placeholder	Identifier of the placeholder that contains the window from which the customer requested the contact.
Widget	Name of the component of the onsite campaign from which the customer requested the contact.
Widget tags	List of tags associated with the component of the onsite campaign from which the customer requested the contact.

Contact Information

Name	Description
Customer review	Customer's evaluation of the operator who handled the contact.
Form information	Information retrieved from the contact form.

Contact Information > Classification

Name	Description
# Bundles	Packages that include multiple RGUs. Number of packages sold during the contact with the customer.
# RGUS	Revenue Generating Unit. Number of products or services sold during the contact with the customer.
Classification Date	Date when the contact was classified.
Has Sale?	One of the following: Yes: The contact ended with a sale. No: The contact ended without sales.
Sale value	Value of the sale. It can be expressed in monetary units like € or $ or in RGUs.

Contact Information > Contact Finalization

Name	Description
Classification status	Status of the classification of the contact after finalization. One of the following: Classified by Operator Not Classified Not Classified - Transferred Not Classified - Expired Time
Credits	Number of credits attributed to the operator that handled the contact.
Disconnection origin	For chat interactions, entity responsible for ending the communication. One of the following: Operator Customer Note that in older data you can find Visitor as a disconnection origin. This origin is being replaced by Customer.
External wrapup code	TBD
Hangup cause	Cause of hangup for chat interactions with the customer. One of the following: Visitor disconnection Ended by operator Visitor inactivity Ended by visitor Note that each client can add more hangup causes.
Hangup cause (contact center)	Cause of hangup for voice interactions with the contact center. One of the following: Completed transfer Failed transfer Canceled transfer Busy Note that each client can add more hangup causes.
Has conversion?	One of the following: Yes - If the contact ends with a conversion. No - If the contact doesn't end with a conversion. Note that the definition of conversion depends on the campaign purpose. For example, the customer bought a product or the customer filled in a survey giving information to the campaign.
Is it classified?	One of the following: Yes - Engagement Cloud automatically classified the contact or the operator manually classified the contact. No - Engagement Cloud failed to classify the contact or there is no classification available.
Wrapup code	Code that the client defined to wrapup the contact. For example, `Sale`.

Contact Information > Dates And Times

Name	Description
Contact date (YYYYMMDD)	Date when the contact started. For example, `2025-01-15`.
Contact duration (in operation)	One of the following: If the customer calls the contact, this represents the time when the operator or the IVR answers the call until the call ends. If the contact center calls a customer, this represents the time from when the customer answers the call until it ends. If the Contact Type = `Chat`, this represents the time when the customer receives the first message until the chat ends due to one of the following reasons: The operator ended the chat. The chat was inactive. Lack of persistence.
Contact total duration	The total duration of the contact from the time the interaction reaches the contact center until it finishes. For voice calls, it also includes time spend in the IVR.
Date and time of contact	Date and time when the contact started.
Date of contact request	Date when the customer requested the contact.
Date of initial scheduling	Date of the first scheduling to contact the customer.
Day of contact (DD)	Day when the contact started.
Hangup contact date	For voice interactions, date when the contact hung up and ended the interaction.
Hour of contact (HH)	Hour when the contact started.
Initial date of 1st attempt	For outbound contacts, date of the first attempt to contact the customer.
Initial date of success	For outbound contacts, date of the first attempt that the customer answered.
Wait time (until contact center)	Waiting time from the beginning of the contact until the customer reaches an operator.
Waiting time already in contact	Time that the customer waited while on hold or, while waiting for information from the operator, or while waiting to reach an operator after an IVR transfer.
Waiting time in queue	Waiting time while the contact is in queue.
Waiting time until contacted	Time since the costumer requested the contact until the first attempt to contact the customer happened.
Week of contact	Number of the week when the contact started
Weekday of contact	Number of the weekday when the contact started. One of the following: 1 for Monday 2 for Tuesday 3 for Wednesday 4 for Thursday 5 for Friday 6 for Saturday 7 for Sunday
Year and month of contact (YYYYMM)	Year and month when the contact started. For example, `January 2025`.
Year of contact (YYYY)	Year when the contact started. For example, `2025`.

Contact Information > General

Name	Description
Billing Status	If the contact resulted in a sale, shows the billing status of the customer. One of the following: Success: The customer already payed the product. Un-success: The customer had not payed for the product.
Caller ID	For inbound voice contacts, phone number of the calling customer.
Contact channel	Channel of the interaction with the customer. One of the following: Default Voice Video Chat Email SMS
Contact hangup origin	Who ended the interaction. One of the following: Operator Customer System
Contact initial skill	Skill of the first operator that handle the contact.
Contact language	Preferred language for inter with the customer. For example, `Portuguese`.
Contact request IP	IP from which the customer requested the contact.
Contact request domain	URL from where the visitor requested the conctact.
Contact status	One of the following: Success Un-success Note that the Status per contact type field contains details about each contact status.
Contact subtype	If Contact Type = `Voice`, one of the following: Click2Call: Contact created from a call that the customer requests using Click2Call. Outbound: Contact created from a call to a phone number of a customer in a contact list without the intervention of an operator. For example, to play a promotional recording. Callcenter Outbound: Contact created from a call to a phone number of a customer in a contact list that the CoreMedia Contact Center delivers to an operator, possibly, after playing a recording. For example, a call that the CoreMedia Contact Center delivers to an operator to allow the customer to buy a product after hearing the promotional recording. Inbound: Contact created from a call that the customer makes to an operator. Calltracker: Contact created from an inbound call with calltracker. API: An API endpoint created the contact. Workflow: A workflow function created the contact. Active Manual: Contact created from an outbound call that the operator made manually. Active Schedule: Contact created from an outbound call previously scheduled. If Contact Type = `Video Broadcast`, one of the following: Video broadcast: Outbound call that plays a video to the customer. Video2Call: Voice call with video. If Contact Type = `Chat`, one of the following: Live Chat: Contact created from a chat conversation with a live operator. Chatbot: Contact created from an interaction with a chatbot.
Contact type	One of the following: Voice: Contact where the customer talks with an operator through a voice call. The voice call can be inbound, outbound, or Click2Call. Video Broadcast: Voice calls that include video. Chat: Contacts where customers use messaging to communicate with the contact center. Forms: Voice, video, or chat contacts that the customer started using a form. External: Contacts where the operator talks with the customer outside the CoreMedia Contact Center. After finishing, the operator creates the contact manually in the CoreMedia Contact Center. Note that the Contact Subtype field contains details about each contact type.
CoreMedia CID	Contact unique identifier according to the contact type. For example, a voice contact can have CID = `154242` and a chat contact can also have CID = `154242`.
CoreMedia Main ID (Ticket ID)	Contact unique identifier.
Creation reason	Reason why the contact was created. For example, `Blind transfer` or `External campaign`.
Destination	Destination of the interaction. For example, `Click2Call`.
Direction	Direction of the interaction. One of the following: None Inbound Outbound
Operator ID	Unique identifier of the operator that handled the interaction with the customer.
Operator name	Name of the operator that handled the interaction with the customer.
Operator tags	Tags associated to the operator that handle the interaction.
Organization	Name of the company that provides the Internet service to the visitor. For example, `Vodafone`.
Origin contact ID	Identifier of the contact that cause the creation of this contact. For example, the visitor ends an interaction with an operator and the operator transfers the interaction to another department. In this case, the first operator ends the contact and a new contact is created.
Phone	Phone number of the contact.
Skill	Name of the skill of the operator or IVR that handled the contact.
Source	Source of the interaction. For example, `Phone`.
Status per contact type	One of the following: If Contact Type = `Success`, one of the following: Normal: Every contact from the customer that reaches an operator. Finished on IVR: Contacts where the customer is able to solve the problem or complete the intended task using just the IVR. For example, a call to the electric company to communicate monthly consumptions. Template sent: Contacts that end with a template sent to WhatsApp. If Contact Type = `Un-Success`, one of the following: Contact Center did not answer Customer did answer, but the Contact Center didn't answer Abandonment in queue Scheduled contact Customer did not answer Disconnected on IVR Contact Center didn't answer after IVR success Impossible to sent
Sub status	Contact sub status. For example, `Normal`.
Team	Team of the operator that handled the interaction.
Time on node	Time spent in the IVR node.
Voice contact subtype	For voice interactions, one of the following: Inbound Outbound API Calltracker Click2Call

Contact Information > Hsm

Name	Description
Provider name (HSM)	TBD
Template description (HSM)	TBD
Template message (HSM)	TBD
Template name (HSM)	TBD

Contact Information > Location Information

Name	Description
Country	Country of the customer. For example, `Portugal`.
Internet provider	Name of the Internet provider of the customer. For example, `Vodafone Portugal`.
Region	Name of the city of the customer. For example, `Lisbon`.

Contact Information > Operator

Name	Description
Operator device	Name of the device of the operator. For example, `Apple MacBook`.

Contact Information > Other Services

Name	Description
AI Classification	Automatic classification of the contact.
Contact Scope	TBD
Contact Summary	Summary of the contact.
Has Bidireccional Video?	One of the following: Yes: The contact used bidirectional video. No: The contact didn't use bidirectional video.
Has Video?	One of the following: Yes: The contact used video. No: The contact didn't use video.
Has cobrowse?	One of the following: Yes: The contact used cobrowsing. No: The contact didn't use cobrowsing.
Has recording?	One of the following: Yes: The interaction of the contact was recorded. No: The interaction of the contact was not recorded.
Has transcript?	One of the following: Yes: The interaction of the contact a transcript. No: The interaction of the contact doesn't have a transcription.
Have on-demand recording?	One of the following: Yes: The contact has on-demand recording associated. No: The contact doesn't have an on-demand recording associated.
Human verified	One of the following: Yes: The contact classification was manually verified. No: The contact classification was not verified manually.
Recording	Name of the recording.
Recording On-demand	Name of the recording.
Sentiment Analysis	Evaluation of the mood of the contact.
Transcript	Name of the transcript.

Contact Information > Specific By Contact Type

Name	Description
Bot name	If the Contact Type = `Chat`, name of the chatbot that handled the interaction.
Callback canceled	One of the following: Yes No
Chatbot session id	TBD
Contact Center number	Number of the contact center that the customer used. For example, `351211212121`.
Has triggered a schedule?	One of the following: No: The contact did not triggered a call schedule. Scheduled: The contact triggered a the scheduled of a call to the customer.
Inbound number	Number that the customer used to call the contact center. For example, `351221234567`.
Is short call?	One of the following: No Yes
Last interaction date	Date of the last interaction of the customer with the contact center.
Last interaction sender	If the Contact Type = `Email`, the sender of the last email.
Last node	Name of the last node that handled the interaction. For example, node `18` or `forward_to_operator`.
Nodes used	Number of the IVR nodes that handled the interaction before it was ended or delivered to an operator.
Number of attempts	If Contact Subtype is `API` or `Click2Call`, contains the number of call attempts that the contact center made until the customer answers or until it reaches the maximum number of attempts.
Number of interactions	Number of interactions associated with the contact.
Operator identification method	One of the following: API (A) DTMF (D) Console (T) System (S) Transfer (F)
Virtual inbound number	Virtual phone number that the customer used to call the contact center. Typically, mobile phone numbers.
Voice actions sequence	Name of the

Customer Information > Customer Identification

Name	Description
Customer ID	TBD
Email	Email of the contact. For example, `regular.joe@mail.com`.

Lead Information

Name	Description
Lead number	Unique identifier of the lead.
Lead status	Status of the lead.
Lead type	Type of the lead.

Session Information > Device Information

Name	Description
Browser	Browser that the using is using. For example, `Chrome Android`.
Browser resolution	Graphical resolution of the browser in pixels. For example, `1536x864`.
Device family	Brand family of the device that the customer used to access the website. For example, `Galaxy A12`, `IPhone`, or `Macintosh`.
Device model	Model of the device that the customer used to access the website. For example, `SM-A125f`, `Iphone 11`, or `MacBook Pro`
Device operating system	operating system of the device that the customer used to access the website. For example, `Android`, `Windows`, or `IPhone Osx`.
Device type	Type of device. One of the following: Smartphone Tablet Desktop Console
Device vendor	Vendor of the device that the customer used to access the website. For example, `Samsung`, `Apple`, or `HP`.

Session Information > General

Name	Description
FID (external ID)	External identifier of the visitor.
Referrer	Source or link that referred the visitor.
Referrer domain	Domain of the page that contains the link that the visitor used to open the page. For example, `https://www.google.com`.
Search terms	Sequence of terms that the visitor used in the last search. For example, `kitchen knive`.
Session IP	IP of the session.
Simplified URL	Simplified URL of the page that the visitor viewed. For example, `https://documentation.coremedia.com/engagement-cloud/analytics`.
Simplified referrer	Simplified URL that contains the link to the page that the visitor viewed. For example, `https://documentation.coremedia.com/engagement-cloud/analytics`.
URL address	URL address that the customer visited to reach the contact center.

Visitors Information > Segments

Name	Description
Segment IDs	Identifiers of the segments associated to the visitor. For example, `A1B345C6DEFGH789I0JK`
Segments	Name of the segments associated to the visitor. For example, `January Promo`.

Visitors Information > Visitor Identification

Name	Description
Cookie	ID of the cookie of the visitor.
CoreMedia VID	Visitor unique identifier.
External ID	Contact ID in other campaigns.
Identification type	Type of visitor identification. For example, `2031253224`. One of the following: FId: The Digital Experience Platform generated the visitor identifier. Cookie ID: Digital Experience Platform read the visitor ID from a Cookies.

Is this page useful?