Power BI Technical Overview

The percentage of conversations classified within this group compared to the total classified conversations

The total number of conversations that have been classified

The total number of conversation that have the action type Accepted

The total number of conversation that have the action type Callback. This means the conversation ended in the CallBack or the Queued Callback.

The total number of conversation that have the action type Forwarded. This means the conversation ended with a Forward Skill.

The total number of conversation that have the action type Missed. This means the conversation was queued for longer than 5 seconds (by parameter default) and disconnected.

The total number of conversation that have the action type NoContact. This means that in an outbound conversation the customer was called, but did not accept.

The total number of conversation that have the action type Overflow. This means the conversation was disconnected because the OverflowThreshold was reached.

The total number of conversation that have the action type Prompt. This means the conversation ended with an Prompt.

The total number of conversation that have the action type Missed. This means the conversation was queued for less than 5 seconds (by parameter default) and disconnected.

The percentage of direct conversations relative to the total number of conversations. Direct conversations occur when a customer calls an agent directly while using the Interceptor The Interceptor is a service installed on Anywhere365. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an Anywhere365 UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents..

The percentage of inbound conversations relative to the total number of conversations. Inbound conversations occur when a customer contacts the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

The percentage of accepted inbound or direct conversations relative to the total number of accepted and missed inbound or direct conversations combined.

This is the same as the handle rate, but for the previous period. For example, if a 30-day period is selected, it will calculate the handle rate for the 30 days prior to that.

Calculates the total amount of callers that has contacted your contact center more times than the parameter provided. By default this parameter is set to 10, but can be increased or decreased to any number.

Calculates the amount of dialogue that was rated (Q.M.)

The percentage of accepted conversations without a Skill Change or Transferee to the total number of accepted conversations.

The percentage of conversations with actions type No Skill relative tot the total number of conversations.

The number of accepted inbound and direct conversations where the queue time is less than 30 seconds (by parameter default).

The number of missed inbound and direct conversations where the queue time is between 5 and 30 seconds (by parameters default).

The percentage of inbound and direct conversations that were missed due to queue times exceeding 5 seconds (the default parameter) relative to the total number of accepted and missed inbound and direct conversations.

The percentage of inbound and direct accepted conversation where the queue time is less than 30 seconds (by parameter default) relative to the total number of accepted and missed inbound and direct conversations. Quick drops are filter out.

The percentage of inbound and direct accepted conversation where the queue time between 30 and 50 seconds (by parameters default) relative to the total number of accepted and missed inbound and direct conversations. Quick drops are filter out.

The percentage of inbound and direct accepted conversation where the queue time is more than 30 seconds (by parameter default) relative to the total number of accepted and missed inbound and direct conversations. Quick drops are filter out.

The percentage difference between the SLA and the SLA: Previous Period,

Decline Time

The average queue time of missed conversation in a hh:mm:ss format.

The difference between average queue time of missed conversations of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The difference between average queue time of missed conversations of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Initial Talk Time

The average initial talk time in a hh:mm:ss format.

The difference between average initial talk time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The difference between average initial time of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The longest initial talk time in a hh:mm:ss format.

The difference between longest initial talk time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The difference between longest initial talk time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Queue Time

The average queue time in a hh:mm:ss format.

The difference between average queue time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The difference between average queue time of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The longest queue time in a hh:mm:ss format.

The difference between longest queue time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The difference between longest queue time of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Session Time

The average session time in a hh:mm:ss format.

Talk Time

The average talk time in a hh:mm:ss format.

The difference between average talk time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The difference between average time of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The percentage of total talk time relative to the total of queue time and talk time combined.

Transfer Time

The average transfer time (i.e. time after a transfer)in a hh:mm:ss format.

The difference between average transfer time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The total number of conversation that have been transferred to a transferee.

The number of conversations where the transferee Uri started with +, which is the start for a E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers. Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) formatted phone number.

The number of unique transferees that have been transferred to more than 5 times (by parameters default).

The number of conversation of all other transfers that weren't external, UCC or Other Domain.

The number of conversations where the transferee domain didn't match the domain of the agent.

The number of conversations that could have had a transfer. These are all conversations that had an Initial Agent.

The percentage of Dialogue Transferred relative to Transferable Dialogue.

The total number of conversation

The total number of conversation used for the HeatMap visual

The total number of conversation within Business hours and outside holidays.

The percentage of accepted hunts relative to the total number of accepted and missed hunts combined.

This is the same as the hunt handle rate, but for the previous period. For example, if a 30-day period is selected, it will calculate the hunt rate for the 30 days prior to that.

The number of unique hunts that where accepted.

The number of unique hunts.

The number of unique hunts where the total time hunted was longer than 5 seconds (by parameters default).

The number of accepted hunts where the total time hunted is less than 30 seconds (by parameter default).

The number of accepted hunts where the total time hunted is between 30 and 50 seconds (by parameters default).

The number of accepted hunts where the total time hunted is more than 30 seconds (by parameter default).

The percentage of accepted hunts where the total time hunted is less than 30 seconds (by parameter default) relative to the total number of accepted and missed hunts. Quick drops are filter out.

This is the same as the SLA Hunt, but for the previous period. For example, if a 30-day period is selected, it will calculate the handle rate for the 30 days prior to that.

Hunt Time Calculations

The average hunt time of all hunts.

The difference between average hunt time of all hunt of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The difference between average hunt time of all hunt of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The total hunt time of all hunts.

Talk Time Calculations

The average initial talk time in a hh:mm:ss format.

The difference between average initial talk time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

The average time spent in discharge in a hh:mm:ss format.

The total time spent in discharge in seconds.

The total time spent in discharge in a hh:mm:ss format.

The total presence time spent as available in a hh:mm:ss format.

The total presence time spent as away in a hh:mm:ss format.

The total presence time spent as busy in a hh:mm:ss format.

The total presence time spent as do not disturbed in a hh:mm:ss format.

The total presence time spent as in call in a hh:mm:ss format.

The total presence time spent in a hh:mm:ss format.

The remaining percentage of the QM Rate.

The percentage of QM Rated Dialogues in ratio with all accepted conversations.

The number of unique conversations that have a quality monitoring score.

The number of unique Quality Monitoring questions.

The total number of Quality Monitoring ratings.

A text field in which all classes above are combined. Is the default value for the reporting, but can be replaced with any of the above classes if the intention is to create a report on a specific level.

The first level of classification.

The second level of classification.

The third level of classification.

The fourth level of classification.

The fifth level of classification.

The time when the classification was created, can be used for time intelligence.

The unique ID of the conversation. Is used to link this table to PowerBI_Dialogue.

The date field on which the classification was created. Used for time intelligence.

This field displays the DateKey of the period immediately preceding the one currently selected. For instance, if you have chosen to load only the last 30 days, this field will show the last DateKey of the 30 days prior.

A combination of the date and the day name for easy filtering.

Field to create relations between multiple tables. Can be used a filter on its own to filter data from multiple tables on date.

The day of the month of the Datekey field as a number.

The day name in text of the Datekey field.

The abbreviation of the day name to make it possible to create smaller filter cards or slicers.

The day of the week of the Datekey field as a number.

The day of the year of the Datekey field as a number.

The year of the Datekey field as number.

The month of the Datekey field as number.

The month name of the Datekey field as a string, can be used for filters in a more user friendly way.

The quarter of the year the Datekey field is in.

The week of the year of the Datekey field.

The week of the month of the Datekey field.

The ID of the conversation. In powerBI_Calldetails this ID is not unique, as a conversation can and will contain multiple steps.

The date the step of the conversation took place.

The date and time the step of the conversation took place.

A preset of step types that define the step.

Unique ID of the message.

A field that contains information about the step type, such as the sip address of the agent or queueposition.

The url that retrieves the image that is linked to the step. This image is displayed in the Dialogue Detail report and needs to be dynamic as not all conversations will be the same.

The time the step was taken in the UCC.

Matches the agent sipmap uri with the related Agents Table. Instead of using the default initialagent column you can use this column if you decide to create custom reports that combines multiple tables with different agent columns.

The related total classification of the PowerBI_Classifications table.

Formats the total of the HuntTime to a HH:MM:SS format, which is more readable for the end user.

The url to the location where the recording is stored. If there is no recording present, the field will contain "No Recording Available".

The name of the skill that was chosen in the IVR Interactive Voice Response, or 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.. If there is no Skill present, the field will contain "No Skill Chosen".

This field explains why a conversation was not answered. Possible reasons include QuickDrop (the call was dropped within 5 seconds of entering the queue), QueueDrop (the call was dropped while other people were still waiting in the queue), Missed Hunt (an agent was hunted but did not accept the call), and No Agent (the call was first in the queue but there was no agent available to answer it).

This field shows if the conversation was scored by the Quality Monitoring or not.

Formats the Hold time to a HH:MM:SS format, which is more readable for the end user.

Formats the QueueTime to a HH:MM:SS format, which is more readable for the end user.

A field that is either empty or 1 based on if a conversation was accepted.

A text field that tells you what happened with the conversation.

The phonenumber or sip address of the caller.

The unique sipmap id of the caller. Can be used to link the table to the sipmap table for a centralized filter option.

The unique ID of the conversation. Is used to link this table to other tables.

The date of the starttime of the conversation. Is used to link to the date table to perform time intelligence.

The type of dialogue the conversation is classified as.

The uri of the endpoint the conversation was received on.

A field that is either empty or 1 based on if a conversation was forwarded.

A unique number that is used to sort correlationID based on start time in table where you do not want the start time to be displayed.

The sipaddress or the phone number of the agent that accepted the conversation.

The unique ID of the agent that accepted the conversation, which is used to retrieve the agent name from the Sipmap table.

The duration of the first conversation with an agent. In case the call is forwarded, the talktime that took place after the forward is not included.

The sipaddress or the phone number of the agent that received the first transfer.

The unique id of the transferee.

A field that is either empty or 1 based on if a conversation was Missed.

The modality type of the conversation.

A field that is either empty or 1 based on if a conversation was outbound and was not picked up by the contact.

A field that is either empty or 1 based on if a conversation was ended before the contact chose a Skill.

A field that is either empty or 1 based on if a conversation was received outside business hours or inside a holiday.

The value the contact gave to the conversation after filling in the Q.M. at the end of a conversation.

Same as QM Value, but if the value is blank it will show -.

The url to the location where the recording is stored. If there is no recording present, the field will be empty.

The total time in seconds that the conversation spent after transfer till finish.

An integer of the duration the conversation spent in the IVR, in seconds.

The time in seconds that the conversation was in the queue.

The name of the skill that the conversation was transferred to.

The name of the skill that was chosen in the IVR.

The name of the skill where the conversation ended.

The UCC ID and name of the skill. Can be used to link to the Skill table.

A combination of the dialoguetype and the modality type.

The sip address of the supervisor of the agent that accepted the conversation.

The unique ID of the sip address of the supervisor.

The date time stamp a conversation was accepted by an agent.

The date time stamp that the conversation was ended on.

The date time stamp when a conversation entered the queue.

The time stamp of the start of the conversation.

The date time stamp a conversation was accepted by the transferee.

The total time in seconds the conversation lasted from start till finish.

The total talk time in seconds, including talk time after transfers.

The total time the conversation was put on hold in seconds.

The type of transfer of the conversation (UCC, internal, external or other).

The unique ID of the UCC that the conversation took place in.

A field that is either empty or 1 based on if a conversation was pickup by a voicemail.

The unique ID of the agent that had the discharge, which is used to retrieve the agent name from the Sipmap table.

The unique ID of the conversation. Is used to link this table to other tables.

The duration in seconds that the discharge took.

The date time stamp the discharge started.

Name of the element/icon that is used as display in the timeline.

The url where the image is stored and retrieved from.

Contains a 1 if the hunt was accepted and is empty it is missed.

Either Accepted, Missed or Quickdrop depending on result.

The unique ID of the agent that was hunted.

The unique ID of the caller for which the agent was hunted.

The unique ID of the caller for which the agent was hunted, but then retrieved from the Dialogue Table.

The unique ID of the conversation, not the ID of the hunt.

The date stamp when the hunt took place.

The type of dialogue the conversation is classified as.

The total time the conversation was put on hold in seconds.

The total hunttime formatted to HH:MM:SS.

The unique ID of the hunt.

The time in seconds the hunt took before begin accepted or missed.

The time stamp of the start of the hunt.

The initial talk time in seconds of the conversation after it was accepted, in seconds.

The initial talktime formatted to HH:MM:SS.

The unique id of the transferee.

The modality type of the conversation.

The name of the skill the hunt took place in.

The unique ID of the agent.

The date stamp of the presence change.

The device type the presence changed from.

The duration in seconds that the presence was active.

The duration that the presence was active in a hh:mm:ss format.

The time stamp of the end time of the presence.

The date time stamp of the end time of the presence.

The type of signin the agent was at that moment. Can be one of three options: Formal – Not Signed in, Formal – Signed and informal.

No longer used.

The presence state, based on Microsoft Teams status.

The ID of the presence change. Is unique for a presence change.

The unique ID of the UCC that the conversation took place in

The reasoncode that was connected to the presence change

The time stamp of the start time of the presence

The unique ID of the conversation. Is used to link this table to other tables.

The unique ID of the rating.

If available the Text of the Quality Monitoring question is stored here.

If available the Question order number is stored here.

The score the customer has given to the Quality Monitoring question.

The date time stamp when the rating was received.

The UCC Id and Name of the Skill. Can be used to link to the Dialogue Table.

The number of times this Skill occurs in the Dialogue table.

A ranking of skills is determined by the number of times each skill was chosen. If two skills have the same number of selections, they will receive the same rank. This ranking can be used to identify which skill is the most popular.

The name of the Skill

The name of the UCC where Skill was used on.

This fields show in which daypart the timestamp is. It can be Night, Morning, Afternoon or Evening.

This fields show in which hour the timestamp is. It is shown in a 2 digit format

This field shows in which hour the timestamp is. It is shown in a hh:00 format.

This fields show in which hour the timestamp is. Can be used for linking.

This fields show in which hour the timestamp is. It is shown in a 2 digit format

This field shows in which hour and minute the timestamp is. It is shown in a hh:mm format.

This field shows in which minute the timestamp is. It is shown in a 2 digit format.

This fields shows in which quarter of an hour the timestamp is. It can be 0, 15, 30, or 45

This field shows in which hour, minute and second the timestamp is. It is shown in a hh:mm:ss format.

This field shows in which second of a minute the timestamp is. Can be used for linking.

This field shows in which hour, minute and second the timestamp is. It is shown in a hh:mm:ss format.

The total amount of messages the agent sent for the selected chat(s). Filters out system message.

The total amount of messages the customer sent for the selected chat(s). Filters out system message.

The average in seconds of the Duration Response column, filters only on Agent messages.

The average in seconds of the Duration Response column, filters only on Customer messages.

A column that simply generates the name of the customer for a chat message.

A calculation for the time between the message and the last message from the other party. Used for average response time in chat transcript reporting.

Reformat the Response Duration Agent in a hh:mm:ss format.

Reformat the Response Duration Customer in a hh:mm:ss format.

The URL for loading a placeholder image of the Agent in the visual.

The time value when the message was sent.

The ID of the chat.

The ID of the conversation, in order for it to link to PowerBI_Dialogue.

The URL for loading a placeholder image of the Customer in the visual.

A Boolean field that tells you if the message was sent by the customer or not. Is used to split the customer and agent from the participant column.

The name of the participant who sent the chat message.

Related sip uri based on the sipmap id.

The unique id of the participant.

The unique ID of the row.

The unique ID of the UCC and is used to link to multiple tables.

The name of the UCC.