Volume Reports - Contact Log
Volume reports Contact Log and Contact Log with Content show detailed information of conversations. Their queries use SQL and point to the data warehouse. Results are limited to 200 000 rows. Report parameter listing is based on the data in the cube CubCSSContacts.
|
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.
You can sort the table by any column in ascending or descending order. To sort a column, click the double arrow icon by the column name. The first click sorts the table based on the column in ascending order, and the second click in descending order. The system updates row numbers based on sorting so that they are always in order 1, 2, 3...
|
Column |
Description |
|---|---|
|
Row |
Incremental row counter |
|
Day |
Day of conversations (based on disconnection / handling time) |
|
Application |
Application where the conversation originally arrived |
|
Queue (Original) |
Queue where the conversation originally arrived |
|
Queue (Final) |
Queue where the conversation was handled |
|
Channel Type |
Conversation categorized to the channels used in the data warehouse and channel dimensions |
|
Agent |
Agent who answered or created the conversation |
|
Start Time |
Start time of the conversation |
|
End Time |
End time of the conversation |
|
Source (A Number) |
Source address of the conversation. 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 conversation |
|
Waiting Time (Total) |
Conversation's total waiting time |
|
Waiting Time (During Service Times) |
Conversation's waiting time for e-mails; time when the service is closed is excluded. |
|
Handling Time (Total) |
Conversation's total handling time |
|
Handling Time (Agent) |
Conversation's handling time per agent |
|
Wrap-Up (Agent) |
Wrap-Up time for per agent, also includes wrap-up made during the conversation before the conversation was closed |
|
Status |
Conversation's response type that is used in the data warehouse and response dimension |
|
Transfer Time |
Time when the conversation was transferred |
|
Contact ID |
Conversation's unique ID |
| The following columns are only available in report Contact Log with Content: | |
| 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 | Conversation attached data (CAD) in JSON format |