Overview
To help users make the most of the Reporter, each data source for the multi flow is explained here, along with its columns.
- Distributions: for all 3 flows, the interaction’s life.
- Interactions: for all 3 flows, data about every interaction and its customer.
Distributions
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.
- Flow: voice, email, or messaging.
- Direction: incoming or outgoing.
- Messaging type: campaign, chat, SMS, WhatsApp, Facebook, Telegram.
- Correspondent: phone number, email address or messaging ID.
- 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.
- Hold time: if the interaction was pu on hold.
- 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, no microphone authorisation, 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.
Interactions
Here are the details for each column.
- Interaction ID: the interaction’s unique identifier.
- Interaction date: the interaction date and time.
- Smart routing time: time spent in the Smart routing.
- Wait time: customer’s waiting time.
- Processing time: from the interaction distribution to the interaction end.
- Hold time: if the interaction was pu on hold.
- Total interaction time: from the distribution to the end of the post-interaction.
- Status: pending, processed, refused or missed.
- Interaction end date: the date and time the interaction ended.
- Routing type: direct or Smart.
- Flow: voice, email, or messaging type.
- Direction: incoming or outgoing.
- Interaction kind: call campaign, call, email, chat, SMS, WhatsApp, Facebook, Telegram.
- Smart routing name: the name of the interaction’s Smart routing.
- Smart routing version name: the name of the interaction’s Smart routing.
- Correspondent: phone number, email address or messaging ID.
- Phone: the customer’s phone number.
- Country: the customer’s country.
- Country code: the code of the customer’s country.
- 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, no microphone authorisation, 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.
- Wait time: customer’s waiting time.
- Hold time: if the interaction was put on hold.
- 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).
- 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: processed, canceled, processed without reply, missed, video call abandoned, dissuaded.
- Call switched to video: yes or no.
- Video call duration: time spent since the customer joined the call.
- Video call wait time: time spent waiting by the agent.