{"id":3658,"date":"2024-06-27T10:58:51","date_gmt":"2024-06-27T08:58:51","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=3658"},"modified":"2026-09-10T10:57:37","modified_gmt":"2026-09-10T08:57:37","slug":"routing-data-source","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/routing-data-source\/","title":{"rendered":"Routing (Data source)"},"content":{"rendered":"\n
\"\"<\/figure>\n\n\n\n

[Reading time: 3 minutes<\/em>]<\/p>\n\n\n\n

Overview<\/h2>\n\n\n\n

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.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Definitions of data-related terms (processing, post-interaction, etc.) can be found in the dedicated article<\/a>.<\/p>\n\n\n\n

Smart Routing path<\/h2>\n\n\n

Here are the details for each column.<\/p>\n

    \n
  • Interaction ID<\/strong>: the interaction’s unique identifier.<\/li>\n
  • Transition date: <\/strong>date and time the interaction begun.<\/li>\n
  • Flow<\/strong>: voice, email or messaging.<\/li>\n
  • Interaction ended<\/strong>: yes or no.<\/li>\n
  • Action anchor<\/strong>: the action’s number in the Smart Routing.<\/li>\n
  • Action<\/strong>: the action’s name.<\/li>\n
  • DTMF Key<\/strong>: if the customer had to use it.<\/li>\n
  • Action result<\/strong>: the name of the following Smart Routing action in the outgoing action (if there is one).<\/li>\n
  • Last action anchor<\/strong>: the last action’s number in the Smart Routing.<\/li>\n
  • Action time<\/strong>: time spent in this action.<\/li>\n
  • Pre-action journey time<\/strong>: time spent in the transition between 2 actions. For example: wait time for “Distribution to a queue”.<\/li>\n
  • Smart Routing:<\/strong> the name of the Smart Routing.<\/li>\n
  • Smart Routing version:<\/strong> the name of the Smart Routing’s version.<\/li>\n
  • Next action:<\/strong> name of the next action in the Smart Routing.<\/li>\n
  • Link to next action<\/strong>: OK or no data.<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"

    [Reading time: 3 minutes] 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…<\/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-3658","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\/3658","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=3658"}],"version-history":[{"count":7,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3658\/revisions"}],"predecessor-version":[{"id":7048,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3658\/revisions\/7048"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=3658"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=3658"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=3658"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}