- \n
- Activities<\/strong>: active profile, time spent in interactions, etc.<\/li>\n
- Users’ interactions<\/strong>: treatment duration, post-interaction, etc.<\/li>\n
- User interaction presentations<\/strong>: everything done by the agent when an interaction is presented.<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/04\/Capture-de\u0301cran-2024-04-26-a\u0300-13.52.14.png\")
<\/p>\nDefinitions of data-related terms (processing, post-interaction, etc.) can be found in the dedicated article<\/a>.<\/p>\n\n\n
Activities<\/h3>\n\n\n
Here are the details for each column.<\/p>\n
- \n
- Activity start date<\/strong>: the day and time of activity activation.<\/li>\n
- Activity end date<\/strong>: the day and time of activity deactivation.<\/li>\n
- User<\/strong>: first and last name of the user.<\/li>\n
- User profile<\/strong>: the user’s active profile.<\/li>\n
- Activity<\/strong>: the activity name.\n
- \n
- login and logout are considered as activities, and will appear in the table.<\/li>\n<\/ul>\n<\/li>\n
- Type<\/strong>: the activity type (defined in the Maker): processing, productive\/non-productive unavailability,\n
- \n
- login and logout don’t have a type.<\/li>\n<\/ul>\n<\/li>\n
- Processing time<\/strong>: from the interaction distribution to the interaction end.<\/li>\n
- Non-interaction time<\/strong>: the time spent connected, but not processing any interaction.<\/li>\n
- Post-interaction time<\/strong>: time spent doing the post-interaction (if the agent is allowed to do so).<\/li>\n
- Total time<\/strong>: from the distribution to the end of the post-interaction.<\/li>\n
- Voice flow<\/strong>: enabled or disabled.<\/li>\n
- Messaging flow<\/strong>: enabled or disabled.<\/li>\n
- Email flow<\/strong>: enabled or disabled.<\/li>\n
- Total number of interactions<\/strong>: for all three flows.<\/li>\n
- Number of voice interactions<\/strong>: Smart and direct.<\/li>\n
- Number of email interactions<\/strong>: Smart only.<\/li>\n
- Number of messaging interactions<\/strong>: Smart and direct.<\/li>\n
- Manager<\/strong>: Yes\/No.<\/li>\n<\/ul>\n\n\n
Users’ interactions<\/h3>\n\n\n
Here are the details for each column.<\/p>\n
- \n
- Interaction start date<\/strong>: the day and time of activity activation.<\/li>\n
- Interaction end date<\/strong>: the day and time of activity deactivation.<\/li>\n
- User<\/strong>: first and last name of the user.<\/li>\n
- User profile<\/strong>: the user’s active profile.<\/li>\n
- Flow<\/strong>: voice, email or messages.<\/li>\n
- Direction<\/strong>: incoming or outgoing.<\/li>\n
- Customer identification<\/strong>: the number, email or messaging ID of the customer.<\/li>\n
- Processing time<\/strong>: from the interaction distribution to the interaction end.<\/li>\n
- Non-interaction time<\/strong>: the time spent connected, but not processing any interaction.<\/li>\n
- Post-interaction time<\/strong>: time spent doing the post-interaction (if the agent is allowed to do so).<\/li>\n
- Total interaction time<\/strong>: from the distribution to the end of the post-interaction.<\/li>\n
- Number of post-interactions extends<\/strong>: how many times the post-interaction was extended (if the agent is allowed to do so).<\/li>\n
- Distribution ID<\/strong>: the unique identifier for this interaction’s distribution.<\/li>\n
- Interaction ID<\/strong>: the interaction’s unique identifier.<\/li>\n
- CRM card ID<\/strong>: if a CRM card was created\/assigned to the interaction.<\/li>\n
- CRM<\/strong>: if a card was created\/assigned, which CRM it belongs to.<\/li>\n<\/ul>\n\n\n
User interaction presentation<\/h3>\n\n\n
Here are the details for each column.<\/p>\n
- \n
- Presentation date<\/strong>: the day and time of interaction presentation.<\/li>\n
- User<\/strong>: first and last name of the user.<\/li>\n
- User profile<\/strong>: the user’s active profile.<\/li>\n
- Flow<\/strong>: voice, email or messages.<\/li>\n
- Routing type<\/strong>: direct or Smart.<\/li>\n
- Queue:\u00a0<\/b>the interaction queue (for Smart interactions only).<\/li>\n
- Presentation status:\u00a0<\/b>accepted, refused or missed.<\/li>\n
- Distribution ID<\/strong>: the unique identifier for this interaction’s distribution.<\/li>\n
- Interaction ID<\/strong>: the interaction’s unique identifier.<\/li>\n<\/ul>\n\n\n
Related contents<\/h3>\n\n\n
- \n
- Terms and vocabulary<\/a><\/li>\n
- Data sources<\/a><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"
To help users make the most of the Reporter, each data source for agents is explained here, along with its columns.<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[106],"ht-kb-tag":[133],"class_list":["post-3586","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-monitoring-reporting","ht_kb_tag-reporter"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3586","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=3586"}],"version-history":[{"count":8,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3586\/revisions"}],"predecessor-version":[{"id":3669,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3586\/revisions\/3669"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=3586"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=3586"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=3586"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
- Data sources<\/a><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"
- User<\/strong>: first and last name of the user.<\/li>\n
- Interaction end date<\/strong>: the day and time of activity deactivation.<\/li>\n
- Non-interaction time<\/strong>: the time spent connected, but not processing any interaction.<\/li>\n
- Activity end date<\/strong>: the day and time of activity deactivation.<\/li>\n
- Users’ interactions<\/strong>: treatment duration, post-interaction, etc.<\/li>\n