Records and fields that represent a consult or a transfer

Verified 2026-09-15 · 23 claims · sources tier 2 · 2 disputed

Also known as Customer Session Record, Queue Record, child contact, consult merge status.

Consult and transfer operations across Cisco reporting tools generate distinct records, identifiers, and metric counters 18. Tracking these interactions requires understanding how records persist or split across Webex Contact Center and Webex Calling 14​20.

Session records and lifecycle handling

The Customer Session Record does not split on a consult 14. After the agent completes the transfer and wraps up, the Customer Session Record continues updating until either the customer or the consulted party disconnects 14. Furthermore, the Customer Session Record event grid carries consulting and consult-done as events inside a single session, and every state sets the update-session-attributes action 9.

In contrast, Webex Contact Center generates a new Queue Record for consult activities, tracking metrics such as consult count and duration 19. This Queue Record remains active until the consultation ends, a conference is initiated, the call is transferred to another agent, or the call ends 19. The Queue Record carries a call leg identifier and a call leg count described as the number of call-leg records per interaction 20. A blind or consult transfer ends the current Queue Record and starts a new one 20.

Identifiers and correlation keys

4 different identifiers join the parts of a transferred call 18:

• A contact session identifier inside Webex Contact Center 18.
• A child contact identifier for a consult to an entry point or dial number 18.
• A correlation identifier within Webex Calling 18.
• A transfer related call identifier across a transfer 18.

The child contact identifier represents a consult to an entry point or dial number, but the value list for its accompanying child contact type is never published 7. Cisco describes the interaction identifier shared across products as a service-interaction correlation mechanism and not a universal call-chain identifier 17.

In Webex Calling call detail records, a field named WxCC consult merge status specifies whether Webex Contact Center performed a transfer or conference on a consultative call 10. A value of No indicates that the leg was started as an agent's consult and was never merged into the customer call 10.

Metrics and report fields

A consult to queue counts as a presented call in Webex Contact Center 12. Specifically, calls presented is the sum of the queue count, the consult to queue count, and the outdial consult to queue count, while a handled consult lands in calls handled 12.

Report layouts handle conference and consult details differently across distinct report types 8. The reporting table with a conference time column and no consult column is the Customer Assist Queue Call Details report of 41 columns 8. Conversely, the Webex Calling Call Queue Stats report has 24 columns and no conference column at all 8.

Sources disagree regarding the definition of Consult Success Count, as the Analyzer guide describes Consult Success Count as incrementing on a failed dial number consult 11. Sources disagree on the definition of Number of Opt-outs: it is documented as a per-day count of contacts that opted out of a queue in the Customer Session Record and as a per-call-leg flag valued 1 or 0 in the Queue Record 21.

In the field, swapped average consult formulas appear across 3 reports in the Analyzer guide 6. In the field, the Analyzer guide ships 67 consecutive rows of the Customer Session Record appendix table with empty field and data type cells, 4 of them outdial consult columns 13. Field reports suggest that the Analyzer guide defines the column Conference Transfer In Count twice in the table it introduces as the Agent Session Repository, once scoped to inbound only and once to both inbound and outbound 16. Field reports suggest that outdial is carried by a separately named column Outdial Conference Transfer In Count, and while an earlier corpus reading named a duplicated answer seizure ratio column, no column of that name occurs in the guide 16.

See also

• What a transferred call leaves behind across Cisco products
• What a consult produces in Webex Calling
• The Analyzer record model
• The Queue Record and what a queue counts at a transfer
• What the Webex Calling detailed call history records
• Webex Calling CDR schema and access

Applicability

Across the claims in this article, the evidence covers Cisco Webex Contact Center, Cisco Webex Calling, and Cisco Webex Calling Customer Assist, verified as of 2026-09-15. The deployment model is not covered by any claim in this article.

What remains uncertain

The value list for the child contact type is explicitly not published by Cisco 7. In the field, the 67 appendix rows in the Customer Session Record table ship with empty field and data type cells 13. Sources disagree on whether Consult Success Count counts failures or is misdescribed, as the guide states it increments on a failed dial number consult 11. Content in regions of the Analyzer guide not analyzed by any tranche is not covered by any claim in this article.

WarmTransfer. (2026, September 15). Records and fields that represent a consult or a transfer. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-cdr-fields

@misc{warmtransfer-wxcc-cdr-fields,
  title  = {Records and fields that represent a consult or a transfer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-cdr-fields},
  note   = {Verified 2026-09-15}
}