| Type | Group | Name | Description |
|---|---|---|---|
| Dimensions | |||
| Agents | |||
| Agent names list | The names of the agents who handled the interaction. In chronological order. | ||
| First agent name | The name of the first agent who handled the interaction. | ||
| Last agent name | The name of the last agent who handled the interaction. | ||
| Call Quality | |||
| Audio problems | Audio problems reported by the agent during the interaction. Multiple values are separated by commas. If available, Audio problem will contain one or more of the following values: Too loud, Too quiet, Echo, Distortion, Background noise, Delay, Other. | ||
| Audio problems (count) | The number of audio problems reported by an agent during the interaction. | ||
| MOS | The Mean Opinion Score for the audio quality of the interaction. | ||
| Conversation Analyzer | |||
| Analyzed | Indicates whether the interaction has been analyzed by Conversation Analyzer—either 'Yes' or 'No'. | ||
| Analyzed at | The date and time at when the interaction was analyzed by Conversation Analyzer to the nearest second. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15. | ||
| Initial interaction plan | |||
| Address name | The destination that is mapped to the interaction plan. Destinations are mapped to interaction plans, and are used by customers to contact agents in VCC. | ||
| Initial interaction plan | The name of the first interaction plan the interaction entered. | ||
| Mapping name | The name of the mapping that connected the interaction's initial destination to the first interaction plan. | ||
| Service name | If you are using Interaction Plans Manager:
Otherwise:
| ||
| Interaction | |||
| Connect from | The address of the party that initiated the interaction; the source of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect from is the customer's address. For an outbound interaction, it is the agent's callback number. For internal interactions, it is the agent's name. | ||
| Connect to | The address of the party being contacted by the interaction; the target of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect to is the address that the customer used when contacting VCC. For an outbound interaction, it is the address of the customer being contacted. For an internal interaction, this is the name of the agent being contacted. | ||
| Connected duration | The time from when the first party connected to the interaction until the last party disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Conversation ID | The unique identifier for the conversation. A conversation can contain multiple interactions, for example, an inbound call, a queued callback, and a subsequent callback attempt. | ||
| Disposition code | The last disposition code reported for the interaction. | ||
| Initial direction | The direction of the interaction when it started—one of Inbound (initiated by an external party), Outbound (initiated by an agent to an external party), or Internal (initiated by an agent to another agent). | ||
| Interaction diverted | Indicates whether the interaction was routed through a Call Connect Router applet—either 'Yes' or 'No'. | ||
| Interaction ID | The unique identifier for the interaction. | ||
| Media type | The origin of an interaction—one of VBC, VCC, Salesforce, SkypeForBusiness, or N/A (depending on features enabled for the account). | ||
| Media manager | The means of communication used for the interaction. For example, Phone, Email, or External Work. | ||
| Monitored | Indicates whether one or more supervisors monitored the call—either 'Yes' or 'No'. | ||
| IVR | |||
| Abandoned in IVR | Indicates whether the interaction ended within the interaction plan, before entering a queue or connecting to another channel—either 'Yes' or 'No'. | ||
| Applets (count) | The number of applets that the interaction was routed through. | ||
| IVR time | The time that an interaction spent in the IVR before it entered the first queue. Only non-live interactions can be interrupted. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Last applet | The name of the last applet the interaction entered. | ||
| Payment | |||
| Payment (agent assist) | Indicates whether one or more agent assisted secure payment sessions occurred on the interaction—either 'Yes' or 'No'. | ||
| Payment (agent assist) count | The number of attempts to setup a secure payment session during the interaction. | ||
| Payment time (agent assist) | The total duration of secure payment sessions on the interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Queue | |||
| Abandoned in queue | Indicates whether the interaction was abandoned in the queue—either 'Yes' or 'No'. | ||
| Delivery attempts (count) | The number of times VCC attempted to deliver the interaction from the queue. | ||
| Delivery failed (count) | The number of times VCC attempted to deliver the interaction from the queue, but delivery failed and the interaction returned to the queue. | ||
| First presented skills | The skills that an interaction was tagged with when it entered the first queue. Multiple values are sorted alphabetically and separated by commas. Duplicates are removed. | ||
| First queue | The first queue the interaction entered. | ||
| Last presented skills | The skills that an interaction was tagged with between entering the previous queue and the last queue. Multiple values are sorted alphabetically and separated by commas. Duplicates are removed. | ||
| Last queue | The last queue the interaction entered. | ||
| Total queues | The skills that an interaction with tagged with when it entered this queue. Multiple values are sorted alphabetically and separated by commas. Duplicates are removed. | ||
| Total presented skills | The queues that the interaction entered. In chronological order. | ||
| Start date | |||
| 15 min | The date and time at which the interaction started to the nearest 15 minute period. In YYYY-MM-DD hh:mm format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31 19:15. | ||
| 30 min | The date and time at which the interaction started to the nearest 30 minute period. In YYYY-MM-DD hh:mm format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31 19:30. | ||
| 1 hour | The date and time at which the interaction started to the nearest hour period. In YYYY-MM-DD hh:mm format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31 19:00. | ||
| Date | The date on which the interaction started. In YYYY-MM-DD format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31. | ||
| Month | The month in which the interaction started. In YYYY-MM format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07. | ||
| Quarter | The quarter of the year in which the interaction started. In YYYY-Qx format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2022-Q3. | ||
| Time | The exact date and time at which the interaction started to the nearest second. In YYYY-MM-DD hh:mm:ss format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31 19:36:45. | ||
| Week | The Monday of the week in which the interaction started. In YYYY-MM-DD format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-26. | ||
| Year | The year in which the interaction started. In YYYY format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2022. | ||
| Timing | |||
| Customer hold time | The total time that an external party was put on hold. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Handle time | The total time that an agent or agents have spent working with an interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds. If multiple agents have handled the interaction, all agents' handle time in relation to the interaction is included. Handle time includes the time agents have spent in alerting, connected, and wrap states, for interactions where an agent connected. For non-live interactions (cases), handle time does not include time when the interaction was interrupted or parked. | ||
| Interrupted time | The total time that an interaction was interrupted while an agent handled a high priority interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Only non-live interactions can be interrupted. | ||
| Park time | The total time that an interaction was parked. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Only non-live interactions can be parked. | ||
| Talk time | The total time that an external party was connected to agent. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time. | ||
| Time to answer | The total time that a party took to answer an interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds. For an inbound interaction, this is the time between the interaction entering the first queue and when the agent accepted the interaction. For an outbound or internal interaction, this is the time between agent accepts initiated interaction and the second party to connect. | ||
| Wrap time | The total time that the agent spent in the Wrap state after handling a interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Measures | |||
| Connected duration | |||
| Average | The average time that first party connected to the interaction until the last party disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Maximum | The longest time that first party connected to the interaction until the last party disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Minimum | The shortest time that first party connected to the interaction until the last party disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Total | The total time that first party connected to the interaction until the last party disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Count | The number of items included in selected dimensions. | ||
| Customer hold time | |||
| Average | The average time that customers were on hold during selected interactions. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Maximum | The longest time that a customer was on hold during selected interactions. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Minimum | The shortest time that a customer was on hold during selected interactions. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Total | The total time that customers were on hold during selected interactions. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Handle time | |||
| Average | The average time that agents spent handling the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Handle time includes alerting time, connected time, and wrap time. It does not include hold time, interrupted time, or the time that the agent waits for another party to pick up for outbound calls. | ||
| Maximum | The longest time that an agent spent handling the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Handle time includes alerting time, connected time, and wrap time. It does not include hold time, interrupted time, or the time that the agent waits for another party to pick up for outbound calls. | ||
| Minimum | The shortest time that an agent spent handling the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Handle time includes alerting time, connected time, and wrap time. It does not include hold time, interrupted time, or the time that the agent waits for another party to pick up for outbound calls. | ||
| Total | The total time that agents spent handling the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Handle time includes alerting time, connected time, and wrap time. It does not include hold time, interrupted time, or the time that the agent waits for another party to pick up for outbound calls. | ||
| Interaction start date | |||
| Maximum | The start date and time of the most recent selected interaction to the nearest minute. In YYYY-MM-DD hh:mm format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31 19:15. | ||
| Minimum | The start date and time of the least recent selected interaction to the nearest minute. In YYYY-MM-DD hh:mm format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31 19:15. | ||
| Talk time | |||
| Average | The average time that agents were connected to the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time. | ||
| Maximum | The longest time that an agent was connected to the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time. | ||
| Minimum | The shortest time that an agent was connected to the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time. | ||
| Total | The total time that agents were connected to the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time. | ||
| Time to answer | |||
| Average | The average time the selected interactions waited to be answered to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. For an inbound interaction, this is the time between the interaction entering the first queue and when the agent accepted the interaction. For an outbound or internal interaction, this is the time between agent accepts initiated interaction and the second party to connect. | ||
| Maximum | The longest time that one of the selected interactions waited to be answered to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. For an inbound interaction, this is the time between the interaction entering the first queue and when the agent accepted the interaction. For an outbound or internal interaction, this is the time between agent accepts initiated interaction and the second party to connect. | ||
| Minimum | The shortest time that one of the selected interactions waited to be answered to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. For an inbound interaction, this is the time between the interaction entering the first queue and when the agent accepted the interaction. For an outbound or internal interaction, this is the time between agent accepts initiated interaction and the second party to connect. | ||
| Total | The total time the selected interactions waited to be answered to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds. For an inbound interaction, this is the time between the interaction entering the first queue and when the agent accepted the interaction. For an outbound or internal interaction, this is the time between the agent accepting the interaction and the second party connecting. | ||
| Wrap time | |||
| Average | The average time that the agent spent in the Wrap state after handling a interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Maximum | The longest time that the agent spent in the Wrap state after handling a interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Minimum | The shortest time that the agent spent in the Wrap state after handling a interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
| Total | The total time that the agent spent in the Wrap state after handling a interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | ||
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