Dialogue Cloud

Call Summary

Note The setting WriteSummaryToSharePoint must be TRUE, to use this feature.

Purpose

Call Summary shows a list of all Calls.

It is possible to use the SharePoint functionality to filter this list. This makes it possible to identify the busiest hour of the day.

Tip You can use this data as input for SharePoint Workflows

 

Explanation per field

Calls will be stored on SharePoint automatically together with some meta data:

Item

Description

Title

Call id (GUID GUID stands for Globally Unique Identifier and is a pseudo random number used in software applications that is assumed to be unique. The total number of unique keys (2<sup>128</sup> of 3.4028×10<sup>38</sup>) is very large and the probability of the creating the same GUID twice is very small, though not 100% guaranteed.) of the Call, created by Anywhere365.

StartTime

The date/time when the call is connected to the 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). An 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..

InQueueTime

The date/time when the call has entered the queue.

AcceptedTime

The date/time when the call is accepted by an Agent

EndTime

The date/time when a call is disconnected.

Accepted

This field indicates whether a call is accepted or not.

QueueTime

This is the queue time (AcceptedTime – InQueueTime) of the Call

SkillChosen

The Skill required for answering the call.

LastAgent

If an Agent accepted the call, this field contains its 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.

Customer

The SIP address of the Caller.

QualityMonitor

Quality Monitor result provider by the customer

0 = If QM was not triggered

-1 = If the customer didn't enter a value