Dialogue Overview

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 Calls.rdl

Introduction

This report displays all useful information of Conversations. This can be of all Conversations or of a selection of Conversations, depends on the parameter configuration.

Conversations

The “Conversations” item displays the all available information about the Conversations. The item contains the following items:

Item	Description
Id	Zoom in on the conversation by clicking on the magnifier icon.
Log	View the Chat log.
Survey	Number of Surveys created for this calls (Hidden if not used)
Dialogue	The direction of the conversation Inbound Outbound Direct
Modality	The contact channel of the conversation Call Chat Email Dialer CallMe
Type	See in one quick view the type of Conversation: Accepted Missed NoSkill Forwarded Overflow Voicemail Prompt
Recording / Voicemail	Shows the URL for the Recording / Voicemail.
Screen Recording	Shows the URL for the Screen Recording.
Date	The Date item display the day the Conversation has taken place.
StartTime	StartTime displays the time the Conversation has started. It is possible to sort on the time in started.
InQueueTime	InQueue displays the time the Conversation has entered the Queue. It is possible to sort on the time in InQueue.
AcceptTime	AcceptTime displays the time the Conversation has been connected to an Agent. It is possible to sort on the time in Accepted.
TransferTime	TransferTime item displays the time the Conversation was transferred. Remains empty if there wasn't a transfer.
EndTime	EndTime displays the time the Conversation has been disconnected. It is possible to sort on the time in Ended.
Holdtime	The number of seconds the call was on Hold.
Discharge time	The number of seconds the agent had discharge.
Skill Chosen	Skill Chosen displays the Skill the Caller has chosen. If empty the Caller disconnected before selecting a Skill. It is possible to sort on the Skill. It is also possible to zoom in the Skill details by clicking on the name.
Skill Changed	Skill Changed displays the Skill where the Contact has been changed to. For example this happens when using a Availablity Skill or if you put an escape on the Message Busy.
Skill Transfer	The name of the Skill where the Contact was transferred to. A Skill transfer is when an Agent puts the Contact in a different Skill, for example using the Extension Window.
Initial Agent	Initial Agent displays the connected Agent of the Conversations. If empty the Conversation hasn’t been connected to an Agent. It is possible to sort on the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address. It is also possible to zoom in on the Agent details by clicking on the SIP address.
Contact	Contact displays the address the Caller. It is possible to sort on the SIP address / phone number. It is also possible to zoom in on the Caller details by clicking on the SIP address / phone number of the Caller.
Transferee	Transferee displays the address where the Conversations was transferred to.
Supervisor	Supervisor displays the address of Supervisor who listened in on the conversation.
Classification	Displays the Classification which was selected in the Extension Window.
QM	The score the Customer gave in the Quality Monitoring.
Available	Displays the number of available Agent. Hover over the number to see the Agent sip adres
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.	The name of the UCC
Endpoint	The Endpoint on which the conversation entered.
Endpoint Lineuri	The Endpoint's Lineuri on which the conversation entered.

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.
Top	Show the top # of the tables. Default: 100
UCC	Filter on UCC. Select UCC through a check box.
Agent	Display the records of selected Agent. (Single-line) Tip: You can use % as a wildcard.
Contact	Display the records of the selected Caller. Tip: You can use % as a wildcard.
Supervisor	Display the records of selected Supervisor. Tip: You can use % as a wildcard.
Transferee	Display the records of selected Transferee.
Skill	Display the records of the selected Skill.
Hour	Displays the records on selected hour.
Date	Displays the records on the selected date.
StartTime	Display all records on and after this date.
EndTime	Display all record before this date.
Timeformat	Change the time format: Timestamp = hh:mm:ss Seconds = #s
Audiofile	Filter if files have recording of voicemail
Endpoint	Display the records of selected Endpoint. (Single-line) Tip: You can use % as a wildcard.
Classification	Displays the records in the selected Classification.
Show Classification	Toggle between: Last = Show last submitted classification All = Show all submitted calssitication
Service Level Quick Drop (Seconds)	Changes the threshold for the Quick Drops. Default: 5 seconds
Dialogue	Filter on the Dialogue Type Inbound Outbound Direct
Type	Filter on the Conversation Type: Accepted Forwarded Missed NoContact NoSkill Overflow QuickDrop Prompt Voicemail
Modality	Filter on the Modality Type: Call Chat CallMe Email OutboundDialer Voicemail AutonomousDialer
Businesshours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours
Skill Changed	Display the records in the selected Skill Changed.
ChangedSkill	Toggle to display conversations with or without a Skill Change.
QM Filter	Select the quality monitoring question you want to filter on. Select All to filter on all questions.
QM Below	Show dialogues with a quality monitoring feedback below value. If QM Above is also filled, show between values. If both empty, show all.
QM Above	Show dialogues with a quality monitoring feedback above value. If QM Below is filled, show between values. If both empty, show all.
QM Count Filter	Filter QM values: All = Count All Non-Transferred = Only count values with no transferee Transferred = Only count values with transferee