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- SEGSTART is the time the call segment started.
- DURATION is the length of time this segment of the call continued (measured in Trunk Holding time). Refer to the table below for complete definitions.
- CALLING_PTY is the identification of the caller. This could be an Answering Agent from the previous segment who then becomes the 'calling party'when transferring a call.
- DIALED_NUMBER (also usually the FIRST VDN),
- DISPOSITION VDN, DISPOSITION VECTOR, DISPOSITION SPLIT(SKILL) and CALL DISPOSITION, FIRST VECTOR and LAST DIGITS shows call treatment or path of the customer journey. “Last digits” tells us what the customer chose in the auto attendant or another collect-digit prompt.
- CALL_DISP may show as connected, answered, abandoned, interflowed, etc
- When CALL_DISP is answered then you'll see the answering Agent Login ID (ANSLOGIN) and TALK TIME, as well as if the call was CONFERENCED, TRANSFERRED or HELD, including if the call abandoned while on hold (HOLDABN).
- Additional field information is contained in the csv export for the CMS Call Trace Report, such as if the Agent released the call (AGT_RELEASE), the Trunk Group associated with the call or if the Agent activated their audio feature button(AUDIO) to indicate poor audio quality for the call.
Note: The report can contain date-time ranges outside of the range selected in the report filter. This is because a 'call trace' can contain segments starting before or ending after that filter time frame.
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