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 Hunts.rdl

Introduction

This report displays all useful information of Hunts. This can be of all Hunts or of a selection of Hunts , 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.
Dialogue	The direction of the conversation Inbound Outbound Direct
Modality	The contact channel of the conversation Call Chat Email Dialer CallMe
Hunt Result	See in one quick view the type of hunt result: Accepted Missed Forwarded
End Result	See in one quick view the type of end result: Accepted Missed NoSkill Forwarded Overflow Voicemail Prompt
Date	The Date item display the day the Conversation has taken place.
Hunt StartTime	Hunt StartTime displays the time the first hunt has started.
Hunt Time	Hunt Time displays to total of number of seconds the Agent was hunted.
Initial Talk Time	Initial Talk Time displays the number of seconds the Agent has talked with the Contact
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.
Hunted Agent	Hunted Agent displays the Agent of the Hunt.
Accepted Agent	Accepted Agent displays the connected Agent of the Conversations. If empty the Conversation hasn’t been connected to an Agent.
Contact	Contact displays the address the Caller.
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.

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.
Skill	Display the records of the selected Skill.
StartTime	Display all records on and after this date.
EndTime	Display all record before this date.
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