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.

Default: 100

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.

Tip You need to increase this value, when using an Archive database.

Anon

Toggle to anonymize all URIs in reports.

Anon_Agent

Toggle to anonymize all agent URIs in reports.

Anon_Caller

Toggle to anonymize all caller URIs in reports.

Anon_Supervisor

Toggle to anonymize all supervisor URIs in reports.

Anon_Transferee

Toggle to anonymize all transferee URIs 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.

Default: 5 seconds

SL_QUEUE1

Changes the threshold for the SL Queue 1 row.

Default: 20 seconds

SL_QUEUE2

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

Default: 120 seconds

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)

Tip You can use % as a wildcard.

Endpoints

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

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

Agent

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

Tip You can use % as a wildcard.

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. (Multi-line)

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

Caller

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.

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)

Count Formal - SignedOut

Toggle that formal inactive should be counted in duration.

By default inactive agents presence time will not be counted in duration.

Formal - SignedOut Column

Toggle that formal inactive presence time should be shown in a separate column.

Note Parameter "Count Formal - SignedOut" must be true.

Count Work Hours

Toggle to only count formal inactive between formal active times.

This is useful to detect if an agent went formal inactive during the work day.

Note Parameter "Count Formal - SignedOut" must be true.

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.