Dialogue Overview

Introduction

This report displays all useful information of Conversations. This can be of all Conversations or of a selection of Conversations, depends on the parameter configuration.

 

Conversations

The “Conversations” item displays the all available information about the Conversations. The item contains the following items:

Item

Description

Id

Zoom in on the conversation by clicking on the magnifier icon.

Log

View the Chat log.

Survey

Number of Surveys created for this calls
(Hidden if not used)

Dialogue

The direction of the conversation

  • Inbound
  • Outbound
  • Direct

Modality

The contact channel of the conversation

Type

See in one quick view the type of Conversation:

  • Accepted

  • Missed

  • NoSkill

  • Forwarded

  • Overflow

  • Voicemail

  • Prompt

Recording / Voicemail

Shows the URL for the Recording / Voicemail.

Screen Recording

Shows the URL for the Screen Recording.

Date

The Date item display the day the Conversation has taken place.

StartTime

StartTime displays the time the Conversation has started. It is possible to sort on the time in started.

InQueueTime

InQueue displays the time the Conversation has entered the Queue. It is possible to sort on the time in InQueue.

AcceptTime

AcceptTime displays the time the Conversation has been connected to an Agent. It is possible to sort on the time in Accepted.

TransferTime

TransferTime item displays the time the Conversation was transferred. Remains empty if there wasn't a transfer.

EndTime

EndTime displays the time the Conversation has been disconnected. It is possible to sort on the time in Ended.

Holdtime

The number of seconds the call was on Hold.

Discharge time

The number of seconds the agent had discharge.

Skill Chosen

Skill Chosen displays the Skill the Caller has chosen. If empty the Caller disconnected before selecting a Skill. It is possible to sort on the Skill. It is also possible to zoom in the Skill details by clicking on the name.

Skill Changed

Skill Changed displays the Skill where the Contact has been changed to. For example this happens when using a Availablity Skill or if you put an escape on the Message Busy.

Skill Transfer

The name of the Skill where the Contact was transferred to. A Skill transfer is when an Agent puts the Contact in a different Skill, for example using the Extension Window.

Initial Agent

Initial Agent displays the connected Agent of the Conversations. If empty the Conversation hasn’t been connected to an Agent. It is possible to sort on the 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. address. It is also possible to zoom in on the Agent details by clicking on the SIP address.

Contact

Contact displays the address the Caller. It is possible to sort on the SIP address / phone number. It is also possible to zoom in on the Caller details by clicking on the SIP address / phone number of the Caller.

Transferee

Transferee displays the address where the Conversations was transferred to.

Supervisor

Supervisor displays the address of Supervisor who listened in on the conversation.

Classification

Displays the Classification which was selected in the Extension Window.

QM

The score the Customer gave in the Quality Monitoring.

Available

Displays the number of available Agent. Hover over the number to see the Agent sip adres

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.

The name of the UCC

Endpoint

The Endpoint on which the conversation entered.

Endpoint Lineuri

The Endpoint's Lineuri on which the conversation entered.

 

Parameters

With parameters it is possible to filter the record. Below are the parameters available for this Report:

Parameter

Description

Language

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

Top

Show the top # of the tables.

UCC

Filter on UCC. Select UCC through a check box.

Agent

Display the records of selected Agent.

Contact

Display the records of the selected Caller.

Supervisor

Display the records of selected Supervisor.

Transferee

Display the records of selected Transferee.

Skill

Display the records of the selected Skill.

Hour

Displays the records on selected hour.

Date

Displays the records on the selected date.

StartTime

Display all records on and after this date.

EndTime

Display all record before this date.

Timeformat

Change the time format:

  • Timestamp = hh:mm:ss
  • Seconds = #s

Audiofile

Filter if files have recording of voicemail

Endpoint

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

Classification

Displays the records in the selected Classification.

Show Classification

Toggle between:

  • Last = Show last submitted classification
  • All = Show all submitted calssitication

Service Level Quick Drop (Seconds)

Changes the threshold for the Quick Drops

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:

  • Call
  • Chat
  • CallMe
  • Email
  • OutboundDialer
  • Voicemail
  • AutonomousDialer

Businesshours

Filter dialogue on Businesshours:

  • Show all
  • Show inside businesshours
  • Show outside businesshours

Skill Changed

Display the records in the selected Skill Changed.

ChangedSkill

Toggle to display conversations with or without a Skill Change.

QM Below

Show dialogues with a QM feedback below value. If empty show all.

QM Above

Show dialogues with a QM feedback above value. If empty show all.