Dialogue Routing
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File name: Dialogue Routing.rdl
Introduction
The Dialogue Routing diagram displays in one quick view the incoming dialogues and the outgoing routes per UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..
Dialogue
The icon displays the type of dialogue, the number next to it displays the number of times the dialogue is used.
Item |
Description |
---|---|
UCC (Grey) |
The UCC on which the Conversation started. |
SkillChosen / SkillChanged (Blue) |
Skill was selected or changed |
Accepted (Green) |
Agent picked up the conversation |
Transferred (Grey) |
A transfer took place |
Ended (Red) |
Conversation was ended |
Parameters
With parameters it is possible to filter the record. Below are the parameters available for this Report:
Parameter |
Description |
---|---|
Language |
Select the language for the reports. More languages can be installed in the Language.rdl report. |
UCC |
Filter on UCC. Select UCC through a check box. |
Starttime |
Display all records on and after this date. |
Endtime |
Display all record before this date. |
Service Level Quickdrop (Seconds) |
Changes the threshold for the Quick Drops. Default: 5 seconds |
Dialogue |
Filter on the Dialogue Type
|
Type |
Filter on the Conversation Type:
|
Modality |
Filter on the Modality Type:
|
Businesshours |
Filter dialogue on Businesshours:
|