Specific Call
File name: Specific Call.rdl
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) |
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 sip uri, when called on Lineuri. |
DirectDialer |
Direct Dialer dialogue started. |
DivertedInboundCall |
Inbound Call diverted to UCC call. (Inbound Routing) |
EndDischargeTime |
Discharge time has ended. |
ForwardAccepted |
Forward Skill was accepted. |
Hunting |
Hunt started to agent. |
HuntingFailed |
Hunt failed. Reasons:
|
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.
|
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:
|
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
|
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 |
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