Report 3.05 - Conversations Report

Provides details of every chat and email interaction, including the interaction transcript and BP, Agent, Media Type, Duration and Transcript

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
  • Business Process
  • Agents
  • Disposition Code
  • Origin/Destination
  • Time Zone - customer’s time zone by Default
  • Display Language
  • Calculated End Period
  • Media Type
  • Demands
  • Interaction Results
  • Direction


Fields:

  • Interaction ID
  • Media Type
  • Start Time
  • End Time
  • Duration
  • Total Messages
  • Originator
  • Destination
  • BP Name
  • Result
  • Agent Handle Time
  • Sequence
  • Date/Time
  • Originator
  • Destination
  • Subject
  • Text