Volume Report - Contact Log

Volume report Contact Log shows detailed contact information. Query points to datawarehouse with SQL technique. Results are limited to 200 000 rows. Report parameter listing is based on the data in the cube CubCSSContacts.

Table 1. Filters
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 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.

The table can be sorted by any column ascending or descending. To sort a column, click the double arrow icon by the column name. The first click sorts the column ascending, and the second click descending. If the table is sorted by any of the columns, the row numbers are updated, they are always 1, 2, 3...

Note:

Reporting of transferred contacts’ handling times was changed in SP06 Patch 1, and new columns were added to this report, see the table below. For all reporting changes, see the SP06 Patch 1 release note attached in the SAP Note 1924169.

Table 2. Report Column Descriptions
Column	Description
Row	Incremental row counter.
Day	Day of contacts (based on disconnection / handling time).
Application	Application, where the contact originally arrived.
Queue (Original)	Queue, where the contact originally arrived. Column name changed in SP06 Patch 1.
Queue (Final)	Queue, where the contact finally was handled. Added in SP06 Patch 1.
Channel	Contact categorized to the channels used in datawarehouse and channel dimensions
Agent	Agent who answered or created the contact.
Start Time	Arrival time of the contact.
End Time	End time of the contact
Source (A Number)	Source address of the contact. Column name changed in SP06 Patch 1.
Destination (B Number)	Destination address of the contact. Column name changed in SP06 Patch 1.
Waiting Time (Total)	Contacts’s total waiting time. Column name changed in SP06 Patch 1.
Waiting Time (During Service Times)	Contacts’s waiting time for e-mails; time when the service is closed is excluded. Added in SP06 Patch 1.
Handling Time (Total)	Contacts’s total handling time. Column name changed in SP06 Patch 1.
Handling Time (Agent)	Contacts’s handling time per agent. Added in SP06 Patch 1.
Wrap-Up (Agent)	Wrap-Up time for per agent. Changed in SP06 Patch 1: the wrap-up made during the contact is included as well, earlier the wrap-up was limited to the time after the contact was closed.
Status	Contact’s response type that is used in datawarehouse and response dimension
Transfer Time	Time when the contact was transferred. Added in SP06 Patch 1.
Contact ID	Contact’s unique ID. Added in SP06 Patch 1.