Overview
This definition provides the following information to the report user:
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What templates are provided by default that use this dataset
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What fields are included in the dataset and how the field value is calculated, where applicable.
Where to find this feature
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Open the Workspace.
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Select the Live Reports tab.
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Hover over Administration.
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Select Reports.
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Select the Create tab.
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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 |
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Agent Pause Reason by Agent |
This report summarises the duration one or more agents has spent paused for each reason available to them |
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Agent Pause Reason by Date |
This report summarises the duration spent paused on each day for each reason available to the agents involved |
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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 |
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Billing: Agent Hours Ungrouped |
This report provides details of the actions and statuses of one or more agents for a specified period |
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Billing: Agent Hours By Agent |
This report summarises the status durations for one or more agents for a specified period |
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Billing: Agent Hours By Date |
This report summarises the status durations for each 24 hr period for a specified period |
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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(deprecated), hold, auto logout, email) |
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Action Date |
The date on which the action was performed (start or end?) |
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Action Day |
The day of the week on which the action was performed (Mon, Tue, Wed…) |
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Action DT |
The timestamp at the start of the action |
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Action End DT |
The timestamp at the end of the action |
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Activity ID |
The unique identifying number, assigned by the system, for the action |
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Agent |
The name of the agent who performed the action |
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Agent Interaction ID |
The unique identifying number, assigned by the system, for the agent-contact interaction |
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Call Direction |
The options are: In, Out, Unknown |
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Call Type |
The options are: Agent Call, Call, Diverted Call, Diverted Queue Call, Extension, Manual call, Outbound, Email, and Web Message. |
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Date |
The date for the 24 hr period being reported |
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Day |
The day of the week for the 24 hr period being reported |
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Pause Reason |
The pause reason selected by the agent. Pause reasons are created for each campaign or organisation by the Administration Team |
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Time in Status |
The duration of the status prior to the action |