Specific Call

Introduction

This report displays all useful information of one conversation. The report contains the following items”:

  • Callflow

  • Conversation information

  • Parameter

 

Callflow

Item

Description

Icon

Picture of event

Type

Name of event

Message

Value of event

 

Callflow types

Type

Description

AcceptedByOtherEndpoint

Dialogue was accepted by other endpoint then the hunted endpoint. For example when the agent has a forward.

AddExtraDischargeTime

Agent has added extra discharge time.

AgentAccepted

Agent has accepted the dialogue.

AgentEndedSharing

Agent ended screen sharing.

AgentEndedVideo

Agent ended video.

AgentStartedSharing

Agent started screen sharing.

AgentStartedVideo

Agent started video.

AutonomousDialer

Autonomous Dialer dialogue started.

AvailableAgent

Agents are available for hunt.

CallClassification

Classification given by the agent.

CalleeAccepted

Callee has accepted the dialogue.

CallInOverflow

Dialogue has gone into the overflow (queue is full)

CallMeCallMe adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs.

Call Me dialogue started.

CallOutsideBusinessHours

Dialogue has gone into the outside business hours flow.

CallReceivedOnEndpoint

The endpoint the dialogue has started on.

CampaignDialer

Campaign Dialer dialogue started.

ChatAcceptedBy

The chat was accepted by the agent.

ChatAddedParticipant

A extra participant was added to the chat.

ChatReceivedOnEndpoint

The endpoint the chat has started on.

ChatRemovedParticipant

A participant left to the chat.

CustomerEndedSharing

Customer ended screen sharing.

CustomerEndedVideo

Customer ended video.

CustomerStartedSharing

Customer started screen sharing.

CustomerStartedVideo

Customer started video

DetectedAgentUri

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. uri, when called on Lineuri.

DirectDialer

Direct Dialer dialogue started.

DivertedInboundCall

Inbound Call diverted to 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. call. (Inbound Routing)

EndDischargeTime

Discharge time has ended.

ForwardAccepted

Forward Skill was accepted.

Hunting

Hunt started to agent.

HuntingFailed

Hunt failed. Reasons:

  • Decline = The client of the agent refused the hunt.
  • NoDTMFReceived = No DTMF tone received within the given time.
  • None = Hunting stopped because customer disconnected
  • Timeout = Agent didn't accept within the given time.
  • Unknown = Unknown reason
  • Userbusy = Hunt stopped by UCC

IMCustomerInvitedAgentForAudioVideo

Customer switched from chat to AudioVideo

InboundCall

Direct Call dialogue started.

InboundRoutingFound

Inbound Routing rule found.

IncomingCall

Inbound Call dialogue started.

IncomingChat

Inbound Chat dialogue started.

IncomingEmail

Inbound Email dialogue started.

Info

Extra info of the dialogue.

  • AgentHungup = Dialogue was terminated by the agent
  • CustomerHungup = Dialogue was terminated by the caller

InviteToConferenceFailed

Invite to conference failed.

InviteToConferenceRequest

Invite to conference request.

InviteToConferenceSucces

Invite to conference successful.

IVRPath

The route the customer followed in the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.. (Numbers are SharePoint item id's.)

MuteInConferenceRequest

Mute request for user.

MuteInConferenceSucces

User successful muted.

NotReservedAgent

Agent who is available for hunt and not reserved for another dialogue.

OutboundCall

Outbound Call dialogue started.

OutboundCallActiveEndpoint

Endpoint used for Outbound Call.

PromptChoice

Input the customer entered in the prompt.

QueuePosition

Queue position of the customer.

RecorderPausedByAgent

Recording was paused by the agent.

RecorderSetToMarkByAgent

Recording was marked by the agent.

RecorderSetToUnmarkByAgent

Recording was unmarked by the agent.

RecorderStartedByAgent

Recording was resumed by the agent.

RecordingSaved

Recording was saved to this location.

RemoveFromConferenceFailed

Remove from conference failed.

RemoveFromConferenceRequest

Remove from conference requested.

RemoveFromConferenceSucces

Remove from conference successful.

ReservedAgent

Agent who is available for hunt but reserved for another dialogue.

ScreenRecordingSaved

Screen recoding was saved to this location.

SendToVoicemail

Dialogue was send to the voicemail.

SkillChanged

Dialogue was changed to another skill.

SkillChosen

This skill was chosen.

SkillRoutingFound

Skill routing rule has been found.

StartConsultiveTransfer

Consultative transfer was started.

StartOnHoldMusic

Music on hold was started.

StartTransfer

Direct transfer was started.

StateChange

Dialogue has switched to another state. States:

  • Ended = Dialogue has ended
  • Hunting = Dialogue is hunting an agent
  • HuntingStopped = Dialogue stopped hunting an agent.
  • InIVR = Dialogue is in the IVR
  • InQueue = Dialogue is in queue

StopOnHoldMusic

Music on hold has stopped.

SupervisorGiveBack

Supervisor released takeover.

SupervisorJoined

Supervisor has joined the dialogue.

SupervisorLeft

Supervisor has left the dialogue.

SupervisorTakeOver

Supervisor has started a takeover.

SupervisorTalk

Supervisor has started a talk.

SupervisorWhisper

Supervisor has started a whisper.

SurveyUrlCreated

UCC created a new survey.

TraineeJoined

Trainee has joined the dialogue.

TraineeLeft

Trainee has left the dialogue.

TransferAcceptedByAgent

Transfer was accepted by agent.

TransferAcceptedByCallee

Transfer was accepted by callee.

TransferFailed

The transfer has failed: Reasons

  • Decline = The client of the transferee has refused the transfer
  • No available endpoint = Endpoint of the UCC has been disconnected.
  • OtherReason = None of the other reasons
  • Timeout expired = Transferee didn't accept withing the given time.
  • UserBuy/Not Answered = UCC / Skype terminated the dialogue

TransferStart

A transfer was started.

TransferSucces

The transfer was successful.

UccCall

UCC Call started.

UccRoutingFound

UCC Routing rule found.

UnmuteInConferenceRequest

Unmute request for user.

UnmuteInConferenceSucces

User successful unmuted.

VoicemailAccepted

Agent accepted voicemail dialer call.

VoicemailDialerSession

Voicemail Dialer dialogue started.

VoicemailFullyListened

Agent fully listened to the voicemail of the voicemail dialer.

VoicemailNotAccepted

Agent didn't accept voicemail dialer call.

VoicemailNotFullyListened

Agent didn't fully listened to the voicemail of the voicemail dialer.

VoicemailReplayAsked

Agent replayed the voicemail.

VoicemailSaved

Voicemail was saved to this location.

 

Conversation information

Item

Description

Dialogue with

The Contact that started the Conversation

Queue time

The time between selecting a Skill and being accepted by an Agent

Talk time

The time between being accepted by an Agent and stopping the Conversation

Route

Inbound, Outbound or Direct.

Modality

Dialogue type. Audio, Chat or Email.

Settlement

What happened to the dialogue. Accepted, Missed or Forwarded.

CorrelationID

The unique id of the Conversation

Skill

The selected Skill during the Conversation

Initial Agent

The initial Agent during the Conversation

Quality Monitoring Feedback

Feedback the dialogue received during the Quality Monitoring.

Available Agent during Conversations

The available Agent during the hunting phase of this Conversation

 

Parameter

Item

Description

id

Show the Converstation information of selected id

Dialogue

Filter on the Dialogue Type

Type

Filter on the Conversation Type

Modality

Filter on the Modality Type