Overview
To help users make the most of the Reporter, each data source for the Smart Routing path(s) is explained here, along with its columns.
Definitions of data-related terms (processing, post-interaction, etc.) can be found in the dedicated article.
Smart Routing path
Here are the details for each column.
- Interaction ID: the interaction’s unique identifier.
- Transition date: date and time the interaction begun.
- Flow: voice, email or messaging.
- Interaction ended: yes or no.
- Action anchor: the action’s number in the Smart Routing.
- Action: the action’s name.
- DTMF Key: if the customer had to use it.
- Action result: the name of the following Smart Routing action in the outgoing action (if there is one).
- Last action anchor: the last action’s number in the Smart Routing.
- Action time: time spent in this action.
- Pre-action journey time: time spent in the transition between 2 actions. For example: wait time for “Distribution to a queue”.
- Smart Routing: the name of the Smart Routing.
- Smart Routing version: the name of the Smart Routing’s version.
- Next action: name of the next action in the Smart Routing.
- Link to next action: OK or no data.