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All parameters of Dialogue Intelligence

Introduction

Each report has a set of parameters, some are shown and some are hidden. Below a list of all available parameters.

Note Some parameters are only available in certain reports.

 

Available Parameters

Item

Description

Version

Internal parameter that contains the report version number. Visible in SSRS execution log.

Language

Select the language for the reports. More languages can be installed in the Language.rdl report.

Top

Show the top # of the tables.

Subscription

Show the records of the selected period.

Tip Mainly used for setting up subscriptions.

History Days

Filter UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.'s that where active for the last x days.

Note Only effects the UCC parameter dropdown.

Anon

Toggle to hide uri in reports.

Selected UCCS

Filter the results for the UCC parameter.

Note 0 is show all

Tip You can look up the ID's in the UCC_Name table.

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.

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:

SL_QUEUE_Total

Select the types of the dialogues for the Service Level Total

  • Accepted (Default)
  • Missed (Default)
  • QuickDrop
  • Forwarded
  • Voicemail
  • Prompt
  • NoContact
  • NoSkill
  • Overflow

SL_QuickDrop

Changes the threshold for the Quick Drops

SL_QUEUE1

Changes the threshold for the SL Queue 1 row.

SL_QUEUE2

Changes the threshold for the SL Queue 2 and 3 row.

HR_Total

Select the types of the dialogues for the Handle Rate Total

  • Accepted (Default)
  • Missed (Default)
  • QuickDrop
  • Forwarded
  • Voicemail
  • Prompt
  • NoContact
  • NoSkill
  • Overflow

Endpoint

Display the records of selected Endpoint. (Single-line)

Endpoints

Display the records of selected Endpoints. (Multi-line)

Agent

Display the records of selected Agent.

Agents

Filter on Agent sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. addresses in this field.

Multiple Agents can be entered, you can separate them by using "Enter".

Caller

Display the records of the selected Caller.

Supervisor

Display the records of selected Supervisor.

Skill

Display the records of the selected Skill.

SkillChanged

Display the records in the selected Skill Changed.

Hour

Displays the records on selected hour.

Date

Displays the records on the selected date.

QueueInterval

Display records in the selected QueueInterval.

Businesshours

Filter dialogue on Businesshours:

  • Show all
  • Show inside businesshours
  • Show outside businesshours

Classification

Displays the records in the selected Classification.

ChangedSkill

Toggle to display conversations with or without a Skill Change.

Summarize by

Toggle the time (queuetime, talk time, etc) values between Average or Maximum.

RemoveForwardDoubles

Toggle to hide conversations that where forwarded to the same UCC, or forwarded from the same UCC.

ShowPresence

Filter active presence:

  • All
  • Active
  • Not-Active (formal signed out)

CountFormal

Toggle that formal inactive should be counted in duration.