Specific Call

Note: Dialogue Intelligence for SSRS - With the Quality Monitoring Report and the Hunt Overview Report we reached a point where the preceding Dialogue Intelligence reporting based on SSRS no longer offers stand-out benefits over PowerBI. As a result, Anywhere365® has decided to end support for SSRS reporting as per 22nd of June 2022. New custom reports for SSRS will no longer be created. Customers are encouraged to start adopting the Anywhere365 template for PowerBI as a replacement as soon as possible to cater for a smooth transition.
If you have custom reports based on SSRS which information is not provided through our PowerBI templates, please contact your delivery partner to help relate you to a suitable PowerBI partner.

File name: Specific Call.rdl

Introduction

This report displays all useful information of one conversation. The report contains the following items”:

Callflow
Conversation information
Parameter

Callflow

Item	Description
Icon	Picture of event
Type	Name of event
Message	Value of event

Callflow types

Type	Description
AcceptedByOtherEndpoint	Dialogue was accepted by other endpoint then the hunted endpoint. For example when the agent has a forward.
AddExtraDischargeTime	Agent has added extra discharge time.
AgentAccepted	Agent has accepted the dialogue.
AgentEndedSharing	Agent ended screen sharing.
AgentEndedVideo	Agent ended video.
AgentStartedSharing	Agent started screen sharing.
AgentStartedVideo	Agent started video.
AutonomousDialer	Autonomous Dialer dialogue started.
AvailableAgent	Agents are available for hunt.
CallClassification	Classification given by the agent.
CalleeAccepted	Callee has accepted the dialogue.
CallInOverflow	Dialogue has gone into the overflow (queue is full)
CallMe	Call Me dialogue started.
CallOutsideBusinessHours	Dialogue has gone into the outside business hours flow.
CallReceivedOnEndpoint	The endpoint the dialogue has started on.
CampaignDialer	Campaign Dialer dialogue started.
ChatAcceptedBy	The chat was accepted by the agent.
ChatAddedParticipant	A extra participant was added to the chat.
ChatReceivedOnEndpoint	The endpoint the chat has started on.
ChatRemovedParticipant	A participant left to the chat.
CustomerEndedSharing	Customer ended screen sharing.
CustomerEndedVideo	Customer ended video.
CustomerStartedSharing	Customer started screen sharing.
CustomerStartedVideo	Customer started video
DetectedAgentUri	Agent sip uri, when called on Lineuri.
DirectDialer	Direct Dialer dialogue started.
DivertedInboundCall	Inbound Call diverted to 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. call. (Inbound Routing)
EndDischargeTime	Discharge time has ended.
ForwardAccepted	Forward Skill was accepted.
Hunting	Hunt started to agent.
HuntingFailed	Hunt failed. Reasons: Decline = The client of the agent refused the hunt. NoDTMFReceived = No DTMF tone received within the given time. None = Hunting stopped because customer disconnected Timeout = Agent didn't accept within the given time. Unknown = Unknown reason Userbusy = Hunt stopped by UCC. For example if the customer disconnect during the hunt.
IMCustomerInvitedAgentForAudioVideo	Customer switched from chat to AudioVideo
InboundCall	Direct Call dialogue started.
InboundRoutingFound	Inbound Routing rule found.
IncomingCall	Inbound Call dialogue started.
IncomingChat	Inbound Chat dialogue started.
IncomingEmail	Inbound Email dialogue started.
Info	Extra info of the dialogue. AgentHungup = Dialogue was terminated by the agent CustomerHungup = Dialogue was terminated by the caller
InviteToConferenceFailed	Invite to conference failed.
InviteToConferenceRequest	Invite to conference request.
InviteToConferenceSucces	Invite to conference successful.
IVRPath	The route the customer followed in the IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.. (Numbers are SharePoint item id's.)
MuteInConferenceRequest	Mute request for user.
MuteInConferenceSucces	User successful muted.
NotReservedAgent	Agent who is available for hunt and not reserved for another dialogue.
OutboundCall	Outbound Call dialogue started.
OutboundCallActiveEndpoint	Endpoint used for Outbound Call.
PromptChoice	Input the customer entered in the prompt.
QueuePosition	Queue position of the customer.
RecorderPausedByAgent	Recording was paused by the agent.
RecorderSetToMarkByAgent	Recording was marked by the agent.
RecorderSetToUnmarkByAgent	Recording was unmarked by the agent.
RecorderStartedByAgent	Recording was resumed by the agent.
RecordingSaved	Recording was saved to this location.
RemoveFromConferenceFailed	Remove from conference failed.
RemoveFromConferenceRequest	Remove from conference requested.
RemoveFromConferenceSucces	Remove from conference successful.
ReservedAgent	Agent who is available for hunt but reserved for another dialogue.
ScreenRecordingSaved	Screen recoding was saved to this location.
SendToVoicemail	Dialogue was send to the voicemail.
SkillChanged	Dialogue was changed to another skill.
SkillChosen	This skill was chosen.
SkillRoutingFound	Skill routing rule has been found.
StartConsultiveTransfer	Consultative transfer was started.
StartOnHoldMusic	Music on hold was started.
StartTransfer	Direct transfer was started.
StateChange	Dialogue has switched to another state. States: Ended = Dialogue has ended Hunting = Dialogue is hunting an agent HuntingStopped = Dialogue stopped hunting an agent. InIVR = Dialogue is in the IVR InQueue = Dialogue is in queue
StopOnHoldMusic	Music on hold has stopped.
SupervisorGiveBack	Supervisor released takeover.
SupervisorJoined	Supervisor has joined the dialogue.
SupervisorLeft	Supervisor has left the dialogue.
SupervisorTakeOver	Supervisor has started a takeover.
SupervisorTalk	Supervisor has started a talk.
SupervisorWhisper	Supervisor has started a whisper.
SurveyUrlCreated	UCC created a new survey.
TraineeJoined	Trainee has joined the dialogue.
TraineeLeft	Trainee has left the dialogue.
TransferAcceptedByAgent	Transfer was accepted by agent.
TransferAcceptedByCallee	Transfer was accepted by callee.
TransferFailed	The transfer has failed: Reasons Decline = The client of the transferee has refused the transfer No available endpoint = Endpoint of the UCC has been disconnected. OtherReason = None of the other reasons Timeout expired = Transferee didn't accept withing the given time. UserBuy/Not Answered = UCC / Skype terminated the dialogue
TransferStart	A transfer was started.
TransferSucces	The transfer was successful.
UccCall	UCC Call started.
UccRoutingFound	UCC Routing rule found.
UnmuteInConferenceRequest	Unmute request for user.
UnmuteInConferenceSucces	User successful unmuted.
VoicemailAccepted	Agent accepted voicemail dialer call.
VoicemailDialerSession	Voicemail Dialer dialogue started.
VoicemailFullyListened	Agent fully listened to the voicemail of the voicemail dialer.
VoicemailNotAccepted	Agent didn't accept voicemail dialer call.
VoicemailNotFullyListened	Agent didn't fully listened to the voicemail of the voicemail dialer.
VoicemailReplayAsked	Agent replayed the voicemail.
VoicemailSaved	Voicemail was saved to this location.

Conversation information

Item	Description
Dialogue with	The Contact that started the Conversation
Queue time	The time between selecting a Skill and being accepted by an Agent
Talk time	The time between being accepted by an Agent and stopping the Conversation
Route	Inbound, Outbound or Direct.
Modality	Dialogue type. Audio, Chat or Email.
Settlement	What happened to the dialogue. Accepted, Missed or Forwarded.
CorrelationID	The unique id of the Conversation
Skill	The selected Skill during the Conversation
Initial Agent	The initial Agent during the Conversation
Quality Monitoring Feedback	Feedback the dialogue received during the Quality Monitoring.
Available Agent during Conversations	The available Agent during the hunting phase of this Conversation

Parameter

Item	Description
id	Show the Converstation information of selected id
Dialogue	Filter on the Dialogue Type
Type	Filter on the Conversation Type
Modality	Filter on the Modality Type