Agents (data source)
To help users make the most of the Reporter, each data source for agents is explained here, along with its columns. There are 3 data sources in the “Agents’ section:
- Activities: active profile, time spent in interactions, etc.
- Users’ interactions: treatment duration, post-interaction, etc.
- User interaction presentations: everything done by the agent when an interaction is presented.
Definitions of data-related terms (processing, post-interaction, etc.) can be found in the dedicated article.
Activities
Here are the details for each column.
- Activity start date: the day and time of activity activation.
- Activity end date: the day and time of activity deactivation.
- User: first and last name of the user.
- User profile: the user’s active profile.
- Activity: the activity name.
- login and logout are considered as activities, and will appear in the table.
- Type: the activity type (defined in the Maker): processing, productive/non-productive unavailability,
- login and logout don’t have a type.
- Processing time: from the interaction distribution to the interaction end.
- Non-interaction time: the time spent connected, but not processing any interaction.
- Post-interaction time: time spent doing the post-interaction (if the agent is allowed to do so).
- Total time: from the distribution to the end of the post-interaction.
- Voice flow: enabled or disabled.
- Messaging flow: enabled or disabled.
- Email flow: enabled or disabled.
- Total number of interactions: for all three flows.
- Number of voice interactions: Smart and direct.
- Number of email interactions: Smart only.
- Number of messaging interactions: Smart and direct.
- Manager: Yes/No.
Users’ interactions
Here are the details for each column.
- Interaction start date: the day and time of activity activation.
- Interaction end date: the day and time of activity deactivation.
- User: first and last name of the user.
- User profile: the user’s active profile.
- Flow: voice, email or messages.
- Direction: incoming or outgoing.
- Customer identification: the number, email or messaging ID of the customer.
- Processing time: from the interaction distribution to the interaction end.
- Non-interaction time: the time spent connected, but not processing any interaction.
- Post-interaction time: time spent doing the post-interaction (if the agent is allowed to do so).
- Total interaction time: from the distribution to the end of the post-interaction.
- Number of post-interactions extends: how many times the post-interaction was extended (if the agent is allowed to do so).
- Distribution ID: the unique identifier for this interaction’s distribution.
- Interaction ID: the interaction’s unique identifier.
- CRM card ID: if a CRM card was created/assigned to the interaction.
- CRM: if a card was created/assigned, which CRM it belongs to.
User interaction presentation
Here are the details for each column.
- Presentation date: the day and time of interaction presentation.
- User: first and last name of the user.
- User profile: the user’s active profile.
- Flow: voice, email or messages.
- Routing type: direct or Smart.
- Queue: the interaction queue (for Smart interactions only).
- Presentation status: accepted, refused or missed.
- Distribution ID: the unique identifier for this interaction’s distribution.
- Interaction ID: the interaction’s unique identifier.