Overview

This definition provides the following information to the report user:

  • What templates are provided by default that use this dataset

  • What fields are included in the dataset and how the field value is calculated, where applicable.

Where to find this feature

  1. Open the Workspace.

  2. Select the Live Reports tab.

  3. Hover over Administration.

  4. Select Reports.

  5. Select the Create tab.

  6. Open the Data Set drop-down selection list.


The report templates that are based on this dataset include:

Report name

Report Description

Agent Actions Ungrouped

This report provides details of the activities of one or more agents for a specified period

Agent Pause Reason by Agent

This report summarises the duration one or more agents has spent paused for each reason available to them

Agent Pause Reason by Date

This report summarises the duration spent paused on each day for each reason available to the agents involved

Billing: Agents Logged In by Hour

This report calculates the number of agents logged in for at least part of each active campaign hour inside the reporting period

Billing: Agent Hours Ungrouped

This report provides details of the actions and statuses of one or more agents for a specified period

Billing: Agent Hours By Agent

This report summarises the status durations for one or more agents for a specified period

Billing: Agent Hours By Date

This report summarises the status durations for each 24 hr period for a specified period

Billing: Agent Hours By Campaign

This report summarises the status durations for one or more campaigns for a specified period

The fields included in the dataset are:

Field

Description

Action

The name of the action performed (log in, waiting, chat, talking, wrapping, pause, logout, preview, dialling, manual preview, hold, auto logout, email)

Action Date

The date on which the action was performed (start or end?)

Action Day

The day of the week on which the action was performed (Mon, Tue, Wed…)

Action DT

The timestamp at the start of the action

Action End DT

The timestamp at the end of the action

Activity ID

The unique identifying number, assigned by the system, for the action

Agent

The name of the agent who performed the action

Agent Interaction ID

The unique identifying number, assigned by the system, for the agent-contact interaction

Call Direction

The options are: In, Out, Unknown

Call Type

The options are: Agent Call, Call, Diverted Call, Diverted Queue Call, Extension, Manual call, Outbound, Email, and Web Message.

Date

The date for the 24 hr period being reported

Day

The day of the week for the 24 hr period being reported

Pause Reason

The pause reason selected by the agent. Pause reasons are created for each campaign or organisation by the Administration Team

Time in Status

The duration of the status prior to the action