Volume Reports - Contact Log
Volume reports Contact Log and Contact Log with Content show detailed information of contacts. Results are limited to 200 000 rows. Report parameter listing is based on the data in the Contact universe in SAP BusinessObjects Business Intelligence.
|
Parameter |
Description |
|---|---|
|
Day |
Choose one of the days filtered by the month selection. The default value is the previous day. |
|
Quarter-Hour |
Choose one of the quarter hours filtered by the day selection. The default value is All. |
|
Application |
Choose the application you are interested in. The default value is All. |
|
Queue |
Choose the queue you are interested in. The default value is All. |
|
Channel |
Choose the channels included in reporting. The default value is All. |
The report includes reporting data for the following items for the set search parameter values:
|
Column |
Description |
|---|---|
|
Row |
Row number |
|
Day |
Day of contacts (based on disconnection / handling time) |
|
Application |
Application where the contact originally arrived |
|
Queue (Original) |
Queue where the contact originally arrived |
|
Queue (Final) |
Queue where the contact was handled |
|
Channel Type |
Contact categorized based on channel, direction, and whether the contact is internal |
|
Agent |
Agent who answered or created the contact |
|
Start Time |
Start time of the contact |
|
End Time |
End time of the contact |
|
Source (A Number) |
Source address of the contact The last three digits of the source address are masked. The masking can be removed with a customized report. For more information, contact support. |
|
Destination (B Number) |
Destination address of the contact |
|
Waiting Time (Total) |
Contact's total waiting time |
|
Waiting Time (During Service Times) |
Contact's waiting time for emails Time when the service is closed is excluded. |
|
Handling Time (Total) |
Contact's total handling time |
|
Handling Time (Agent) |
Contact's handling time per agent |
|
Wrap-Up (Agent) |
Wrap-Up time for per agent This also includes wrap-up made during the contact before the contact was closed. |
|
Status |
Contact's response type:
|
|
Transfer Time |
Time when the contact was transferred |
|
Contact ID |
Contact's unique ID |
| The following columns are only available in
report Contact Log with Content. Note: Script results, internal remarks, chats, and CAD are included in the report until
the point when the reporting process has reported the contact. Any additions to the
content afterward are not stored in the Reporting database. Note that if you use the RI resource ri/cmi/scriptResults to post script result to existing contacts after the contact has ended, a POST request will create a new reporting event StoreScriptResult. When this event is provided, all content below is updated. |
|
| Script Result Content | Script result details in compact JSON format |
| Internal Remark Content | Internal remarks in JSON format |
| Chat Content | Chat transcript in compact JSON format |
| CAD Content | Contact attached data (CAD) in JSON format |