Overview
To help users make the most of the Reporter, each data source for the voice flow is explained here, along with its columns.
- Incoming/outgoing calls distributions: the calls’ life, agent-side: supervision, transfer, etc.
- Incoming/outgoing calls: data surrounding the calls.
Definitions of data-related terms (processing, post-interaction, etc.) can be found in the dedicated article.
Incoming call distributions
Here are the details for each column:
- Distribution date: date and time of the interaction’s distribution.
- Distribution end date: distribution end date and time.
- Type: distribution queue or user.
- Number called: international format.
- Caller number: international format.
- Queue: the queue through which the call was processed.
- 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: treated, dissuaded, canceled, pending.
- Supervised: yes or no.
- Manager: yes or no.
- Transferred: yes or no.
- Detailed interaction status: processed, processed without reply.
- Transfer date: if the call was transferred.
- Transfer release date: if the call 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: Smart or direct.
- CRM card ID: if a CRM card was linked to the interaction.
- 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.
Outgoing call distributions
Here are the details for each column:
- Distribution date: date and time of the interaction’s distribution.
- Distribution end date: distribution end date and time.
- Type: distribution queue or user.
- Number called: international format.
- Queue: the queue through which the call was processed.
- 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: treated, dissuaded, canceled, pending.
- Supervised: yes or no.
- Manager: yes or no.
- Transferred: yes or no.
- Detailed interaction status: processed, processed without reply.
- Transfer date: if the call was transferred.
- Transfer release date: if the call 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: Smart or direct.
- CRM card ID: if a CRM card was linked to the interaction.
- 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.
Incoming calls
Here are the details for each column:
- Interaction ID: the interaction’s unique identifier.
- Call date: time and date of the call.
- Smart Routing time: time spent in the Smart Routing.
- Wait time: customer’s waiting time.
- Communication time: time spent from the moment the agents takes the call to its ending.
- Hold time: if the interaction was put on hold.
- Total call time (agent): wait time + communication time.
- Interaction status: treated, dissuaded, canceled, pending.
- Call end date: date and time of the call’s ending.
- Routing type: Smart or Direct.
- Smart routing name: the name of the interaction’s Smart routing.
- Smart routing version name: the name of the interaction’s Smart routing.
- Anchors: the position in Smart Routing of the last action traversed by the interaction.
- Number called: international format.
- Caller number: international format.
- Caller ID: the caller’s phone number (international format).
- Phone: fixed line or mobile.
- Country: the caller’s coutnry.
- Country code: the country’s phone number prefix (33 for France, per example).
- 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: date and time of the interaction’s distribution.
- Distribution end date: distribution end date and time.
- Type: distribution queue or user.
- Queue: the queue through which the call was processed.
- User: first and last name of the agent who handled the interaction.
- 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).
- Transfer: yes or no.
- Transfer date: if the call was transferred.
- Transfer release date: if the call 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.
- 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.
Outgoing calls
Here are the details for each column:
- Interaction ID: the interaction’s unique identifier.
- Call date: time and date of the call.
- Wait time: customer’s waiting time.
- Communication time: time spent from the moment the agents takes the call to its ending.
- Hold time: if the interaction was put on hold.
- Total interaction time: wait time + communication time + hold time.
- Status: treated, dissuaded, canceled, pending.
- Call end date: date and time of the call’s ending.
- Routing type: Smart or Direct.
- Number called: international format.
- Phone: international format.
- Caller number: international format.
- Call type: if it’s in a voice campaign.
- Campaign name: the name of the campaign.
- Campaign session name: the name of the campaign’s version.
- Target ID: the target’s unique identifier.
- Attempt number: for this session.
- 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 call went.
- 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 call 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.