Overview
To help users make the most of the Reporter, each data source for the email flow is explained here, along with its columns. There are 4 data sources in this section.
- Incoming/outgoing email distributions: the emails’ life, agent-side: supervision, transfer, etc.
- Incoming/outgoing emails: data surrounding the emails.
Definitions of data-related terms (processing, post-interaction, etc.) can be found in the dedicated article.
Incoming email distribution
Here are the details for each column:
- Distribution date: distribution start date and time.
- Distribution end date: distribution end date and time.
- Type: distribution queue or user.
- Inbox: the recipient’s email.
- Sender email address: the sender’s email.
- Queue: the queue through which the email was sent.
- User: first and last name of the agent who handled the interaction.
- Wait time: customer’s waiting time.
- Processing time: from the interaction distribution to the interaction end.
- 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.
- Interaction status: processed, refused or dissuaded.
- Supervised: yes or no.
- Manager: yes or no.
- Transferred: yes or no.
- Detailed interaction status: accepted, abandoned, successfully completed, dissuaded, customer dissuaded, error, estimated waiting time too long, maximum processing time reached, queue full, missed, agents unavailable, waiting, refused, maximum waiting time reached, transferred, transfer cancelled, processed, processed without response, visio abandoned.
- Transfer date: if the email was transferred.
- Transfer release date: if the email was transferred.
- Transfer to user: yes or no.
- Transfer to the queue: name of the queue.
- Transfer to the queue group: name of the queue group.
- Transfer to Smart routing: name of the Smart routing.
- Transfer to entry point: name of the entry point.
- Interaction ID: the interaction’s unique identifier.
- Routing type: direct or Smart.
Outgoing email distribution
Here are the details for each column:
- Distribution date: distribution start date and time.
- Distribution end date: distribution end date and time.
- Type: distribution queue or user.
- Recipient email address: the recipient’s email address.
- Queue: the queue through which the email was sent.
- User: first and last name of the agent who handled the interaction.
- Wait time: customer’s waiting time.
- Processing time: from the interaction distribution to the interaction end.
- 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.
- Interaction status: processed, refused or dissuaded.
- Supervised: yes or no.
- Manager: yes or no.
- Transferred: yes or no.
- Detailed interaction status: accepted, abandoned, successfully completed, dissuaded, customer dissuaded, error, estimated waiting time too long, maximum processing time reached, queue full, missed, agents unavailable, waiting, refused, maximum waiting time reached, transferred, transfer cancelled, processed, processed without response, visio abandoned.
- Transfer date: if the email was transferred.
- Transfer release date: if the email was transferred.
- Transfer to user: yes or no.
- Transfer to the queue: name of the queue.
- Transfer to the queue group: name of the queue group.
- Transfer to Smart routing: name of the Smart routing.
- Transfer to entry point: name of the entry point.
- Interaction ID: the interaction’s unique identifier.
- Routing type: direct or Smart.
incoming email
Here are the details for each column:
- Interaction ID: the interaction’s unique identifier.
- Send date: date and hour where the email was sent.
- Wait time: customer’s waiting time.
- Processing time: from the interaction distribution to the interaction end.
- Total processing time (advisor): wait time + processing time.
- Status: pending, processed, refused or missed.
- Email end date: when the email was sent.
- Routing type: direct or Smart.
- Smart routing name: name of the Smart routing (the one displayed on the 1st page of the email submodule of the Maker).
- Smart routing version name: the name of the Smart routing version.
- Anchors: where the action is located in the Smart routing.
- Sender email address: the email address used to send the email.
- Sender name: the email sender’s name.
- Email subject: the email’s subject.
- Inbox: the recipient’s email.
- Checkpoints: they are set up in the Maker. See our dedicated article.
- Detailed interaction status: accepted, abandoned, successfully completed, dissuaded, customer dissuaded, error, estimated waiting time too long, maximum processing time reached, queue full, missed, agents unavailable, waiting, refused, maximum waiting time reached, transferred, transfer cancelled, processed, processed without response, visio abandoned.
- Distribution date: distribution start date and time.
- Distribution end date: distribution end date and time
- Type: distribution queue or user.
- Queue: the queue through which the email was sent.
- User: first and last name of the agent who handled the interaction.
- Post-interaction time: time spent doing the post-interaction (if the agent is allowed to do so).
- Transfer to entry point: name of the entry point.
- Transferred: yes or no.
- Transfer date: if the email was transferred.
- Transfer to user: yes or no.
- Transfer to the queue: name of the queue.
- Transfer to the queue group: name of the queue group.
- Transfer to Smart routing: name of the Smart routing.
- Transfer to entry point: name of the entry point.
Outgoing email
Here are the details for each column:
- ID: the interaction’s ID.
- Send date: date and hour where the email was sent.
- Wait time: customer’s waiting time.
- Processing time: from the interaction distribution to the interaction end.
- Total processing time (advisor): wait time + processing time.
- Status: pending, processed, refused or missed.
- Email end date: when the email was sent.
- Sender email address: the sender’s email address.
- Sender name: the sender’s email address.
- Email subject: the email’s subject.
- Recipient email address: the recipient’s email address.
- Checkpoints: they are set up in the Maker. See our dedicated article.
- Distribution date: distribution start date and time.
- Distribution end date: distribution end date and time.
- Type: distribution queue or user.
- Queue: the queue through which the email was sent.
- User: first and last name of the agent who handled the interaction.
- Post-interaction time: time spent doing the post-interaction (if the agent is allowed to do so).
- Transfer to entry point: name of the entry point.
- Transferred: yes or no.
- Transfer date: if the email was transferred.
- Transfer to user: yes or no.
- Transfer to the queue: name of the queue.
- Transfer to the queue group: name of the queue group.
- Transfer to Smart routing: name of the Smart routing.
- Transfer to entry point: name of the entry point.