Report 4.01 - Detailed Business Entity

Used to identify the high-level details of each interaction and provides detail on Start/end time, Type, From, To, BP, Handle Time, Disposition Code, Remarks, etc.

Parameters:

  • Customer Database – source database
  • Manual Start Date
  • Manual End Date
  • Period
  • Calculated Start Period
  • Interaction Type
  • Media Type
  • Interaction Results
  • Disposition Codes
  • Demands
  • Group By DDLB
  • Time Zone - customer’s time zone by Default
  • Display Language
  • Calculated End Period
  • Business Process Name – multi-value parameter
  • Agent Name
  • Show Only Interactions with Remarks
  • Show Interaction Segments
  • Only Interactions Ended in “Do Not Call” – checked value to show only interactions that ended in “Do Not Call”
  • Enable Pagination
  • Client Name
  • Product Name
  • Inbound Campaign Name
  • Product Type



Fields:

  • Sequence – simple enumeration for interactions in the result set
  • Start Time
  • End Time
  • Duration
  • Business Process Name
  • Demands
  • Originator
  • Destination
  • Media Type
  • Interaction Type
  • Result
  • Disposition Code
  • Agent Name
  • Campaign Name
  • External Transfer DID – external number, if Interaction was ended by transferring to an external number
  • DNC – Ended in “Do Not Call” request
  • Telephony Time Incoming
  • Telephony Time Outgoing
  • Telephony Time – external agent time (telephony time where agent used external terminal, not the built in softphone)
  • Telephony Total Usage Time
  • Hold Time – hold time before an agent handling time Client Name
  • Inbound Campaign Name
  • Product Name
  • Product Type