Report 2.01 - Detailed Agent Interactions

High level details of every agent interaction: Start/end time, Type, From, To, BP, Handle Time, Disposition Code, etc.

Parameters:

  • Customer Database - source database
  • Manual Start Date
  • Manual End Date
  • Period - Choices are Custom, Last Hour, Today, Yesterday, Last Week, This Month, Last month, Last Year, This Year, Last 7, 14, 21 or 30 Days
  • Calculated Start Period
  • Agents
  • Media Type
  • Group By
  • Direction
  • Disposition Codes
  • Enable Pagination
  • Time Zone - customer’s time zone by Default
  • Display Language
  • Calculated End Period
  • Interaction Types
  • Show Remarks – checked value to include remarks
  • Transferred Interactions Only – checked valued to show only transferred interactions
  • Include CRM Data – adds the First Name and Last Name fields from the ECS CRM
  • Media Type
  • Client Name
  • Product Name
  • Inbound Campaign Name
  • Product Type



Fields:

  • Agent – agent name
  • Interaction ID
  • Start Time – start time of interaction
  • End Time – end time of interaction
  • Media Type
  • Interaction Type – interaction type
  • CRM First Name
  • CRM Last Name
  • Origin – interaction origin
  • Destination – destination of interaction
  • Business Process – business process in interaction
  • Demand – Demand(s) assigned to the interaction
  • Interaction Result
  • Remarks– remarks of interactions
  • Disposition Code – disposition code
  • Duration – duration of interaction
  • Agent Handling Time – time handled by an agent
  • Hold Time
  • Wrap-up Time – wrap-up time
  • External Number Time – external consult time (when the Agent consulted an external number)
  • External Transferred DID –external number, if interaction was ended by transferring to an external number
  • Client Name
  • Inbound Campaign Name
  • Product Name
  • Product Type