The field list of the report designer and the data source browser of the dashboard designer show the fields with their technical names. This page explains them. How the metrics are counted is described in What the statistics count.
The following applies to all queries:
- Times are stored in UTC in the database. Reports convert them to the time zone of the report, dashboards show them in UTC — see Time zones.
- Durations are seconds.
- Flags — fields that begin with
Is— are 0 or 1. Their sum is a count. Some of them are yes/no fields, for exampleisIdle,isPBXPick,isPBXPushandisQuickPickin the agent actions andisWaitForInformationin the phases; the data source browser of the dashboard designer shows them with a check mark. You count these with a filter or with a calculated field such asIif([isIdle], 1, 0). - In reports,
GroupTimeis the time interval according to Time group base and Time group count, formed when the report runs — see Grouping by time interval. In dashboards, it is a copy of the start, in UTC. - Spelling: The dashboard queries spell some names differently from the
report queries, for example
SkillId,AgentIdandLanguageIdinstead ofSkillID,AgentIDandLanguageID. In the dashboard, upper and lower case matter; copy names from the data source browser. - Fields marked reports only are not provided by the dashboard queries.
Conversations
Query ConversationTrackingStatistics, base type Conversation Report.
One row per conversation and skill it passes through; with the filter
[IsLastSegment] = 1, each conversation counts once. The base types and
templates include the filter; older designs of your own get it when you open
them in the designer. The dashboard query only returns this last row — there,
each conversation counts once without a filter, and SkillName is the last
skill.
| Fields | Meaning |
|---|---|
guid, ConversationStartTime, ConversationEndTime |
ID, start and end of the conversation |
SkillName, LanguageName (with SkillID, LanguageID) |
skill, language |
SkillGroupName, SkillGroupId |
skill group — reports only |
SkillQualificationName, LanguageQualificationName (with SkillQualification, LanguageQualification) |
the highest level that was required in the skill or the language |
ConversationType, Classification |
conversation type and classification |
IsInternalConversation, VIPClassName, IsVIPClassConversation |
internal conversation; VIP class |
Sender, SenderName, Target, TargetName |
sender, for example the caller, and target, for example the dialed number, each with its name |
IsConnected, ConnectCount |
connected, how often |
IsAbandoned, IsDisconnectByCaller |
abandoned; the customer hung up |
IsRejected, RejectReason |
rejected and why |
IsUnhandled, UnhandleReason, isUndelivered |
unhandled and why; undelivered |
IsPresented, PresentingCount, TotalPresentingDuration |
presented to the agent: whether, how often, how long |
IsManuallyCreated |
created manually, for example a new email |
TotalConversationDuration |
total duration |
TotalWaitDuration, WaitCount |
time in the queue, how often it waited |
TotalConnectDuration |
talk time: connected and on hold |
DurationUntilConnect, TotalDurationUntilConnect |
time until connected, without or with the time in the flow |
TotalInitDuration |
time before the queue |
OnHoldCount, TotalOnHoldDuration |
on hold: how often, how long |
IsTransferred, TransferCount, TotalTransferDuration and the same with …Internally and …Externally |
transferred, in total, internally, externally |
IsVoicemail, VoicemailCount, TotalVoicemailDuration |
voicemail left |
IsAnnouncement, AnnouncementCount, TotalAnnouncementDuration |
announcement heard |
IsDtmf, IsNlp, IsAutomaticAnswer with …Count and Total…Duration |
touch-tone input, speech recognition, automatic answer in the flow |
IsReviewed, IsCorrected with …Count and Total…Duration |
email reviewed by a supervisor or corrected by the agent |
isParked, ParkCount, TotalParkDuration |
parked |
IsWaitForInformation with …Count and Total…Duration |
waited for information |
IsPBXPick, IsPBXPush, IsMyCCPick, IsAgentDispatch, IsManagerDispatch |
how the conversation reached the agent: picked at the phone system, delivered by the phone system, picked in myContactCenter, assigned by an agent or by a supervisor |
IsRecordingListening, IsVoicemailListening, IsSendingEmail with …Count and Total…Duration |
recording or voicemail listened to, email sent |
WrapupDuration, Activity, ActivityDuration |
wrap-up, activity after the conversation and its duration — reports only; in the dashboard, you evaluate both via the agent actions |
SegmentNo, SegmentCount, IsLastSegment |
which skill segment the row is, how many there were, whether it is the last one |
SkillPath, SkillChangeCount, SkillVisitCount |
the path through the skills, for example “Reception > Sales”, how often the skill changed, how many skills were visited |
SkillNameFirst, SkillIdFirst |
the first skill — reports only |
Each row carries the values of the whole conversation: all counters and
durations are summed over the skills, and a flag such as IsTransferred is set
if it applied in any skill. The skill of the row supplies its name and level,
the conversation type and the outcome of the conversation: IsAbandoned,
IsUnhandled, IsRejected, isUndelivered and their reasons.
Phases of conversations
Query ConversationTrackingDetails, base type
Conversation Details Report. One row per phase of a conversation, for
example waiting, ringing or connected.
| Fields | Meaning |
|---|---|
GUID, ConversationStart |
ID and start of the conversation |
StartTime, EndTime, Duration |
start, end and duration of the phase |
Action |
the phase, for example waiting or connected |
ConversationType, Classification |
conversation type, classification |
SkillName, LanguageName, SkillLevelName |
skill, language, level |
SkillGroupName |
skill group — reports only |
AgentName (with AgentID) |
the agent of the phase |
Sender, SenderName, Target, TargetName, TransferTarget |
sender, target, transfer target |
PickMode, DisconnectReason |
how the conversation reached the agent; why it was disconnected |
isConnected, isAbandoned, isRejected, isAnnouncement, isVoicemail, isInternalConversation, isDisconnectByCaller, isManuallyCreated |
flags as for conversations; in the dashboard, two of them are called IsAnnouncement and IsVoicemail |
isPBXPick, isPBXPush, isMyCCPick, isAgentDispatch, isManagerDispatch, isInternalTransfer, isExternalTransfer, isWaitForInformation |
assignment, transfer, waiting for information |
Agent actions
Query AgentTrackingDetails, base type Agent Report. One row per agent
action.
| Fields | Meaning |
|---|---|
AgentName (with AgentID), isSupervisor |
the agent; whether they were a supervisor |
Action, Activator |
the action — login, activity, idle, wrap-up or a state of a conversation — and who triggered it |
StartTime, EndTime, Duration |
start, end, duration |
isLogon |
login; the duration is only known after logoff |
isActivity, PauseReason, ActvityDuration, isPauseBusyTime |
activity, its name, its duration, whether it counts as busy |
isIdle, IdleDuration |
idle |
isWrapup, WrapupDuration |
wrap-up |
ConversationType, ChannelType, Recipient, RecipientName, TargetName |
conversation type, channel, recipient, target |
isPresentedConversation, PresentingDuration |
conversation offered, that is, presented to the agent |
isConnectedConversation, ConnectedConversationDuration |
accepted and connected |
isOnHoldConversation, OnHoldDuration |
on hold |
isTransferredConversation, TransferredDuration |
transferred |
isReviewedConversation, isCorrectedConversation with their duration |
email reviewed or corrected |
PickMode, isPBXPick, isPBXPush, isQuickPick |
how the conversation reached the agent |
DisconnectReason, isDisconnectByCaller |
why it was disconnected; the customer hung up |
SkillName, LanguageName, SkillLevelName |
skill, language, level |
SkillGroupName |
skill group — reports only |
isSkillDeleted, isLanguageDeleted |
the skill or the language has since been deleted |
Alarms
Query AlarmTracking, base type Alarm Report — in reports only. One row
per alarm.
| Fields | Meaning |
|---|---|
GUID, Name |
ID and name of the alarm, that is, of the performance indicator |
RaiseTime, ChangeTime, CloseTime |
raised, last changed, ended |
SeverityLevel, SeverityName |
severity as a number and as a name |
OriginatorType, OriginatorName |
type and name of what raised the alarm, for example a skill |