Dialogue Overview

Introduction

This report displays all useful information of Hunts. This can be of all Hunts or of a selection of Hunts , 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.

Dialogue

The direction of the conversation

  • Inbound
  • Outbound
  • Direct

Modality

The contact channel of the conversation

Hunt Result

See in one quick view the type of hunt result:

  • Accepted

  • Missed

  • Forwarded

End Result

See in one quick view the type of end result:

  • Accepted

  • Missed

  • NoSkill

  • Forwarded

  • Overflow

  • Voicemail

  • Prompt

Date

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

Hunt StartTime

Hunt StartTime displays the time the first hunt has started.

Hunt Time

Hunt Time displays to total of number of seconds the Agent was hunted.

Initial Talk Time

Initial Talk Time displays the number of seconds the Agent has talked with the Contact

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.

Hunted Agent

Hunted Agent displays the Agent of the Hunt.

Accepted Agent

Accepted Agent displays the connected Agent of the Conversations. If empty the Conversation hasn’t been connected to an Agent.

Contact

Contact displays the address the Caller.

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.

 

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.

Skill

Display the records of the selected Skill.

StartTime

Display all records on and after this date.

EndTime

Display all record before this date.

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