Reports and dashboards read four tables of the database:
| Table | One row per | Written |
|---|---|---|
Conversation statistics (ConversationTrackingStatistics) |
conversation | when the conversation ends |
Conversation details (ConversationTrackingDetails) |
state segment of a conversation — waiting, ringing, connected … | when the conversation ends |
Agent actions (AgentTrackingDetails) |
agent action — login, conversation, wrap-up, activity … | when the action ends |
Alarms (AlarmTracking) |
raising, change or acknowledgment of an alarm | when the event occurs |
- Ongoing conversations are missing: a conversation only appears once it has ended. Wallboards and the supervisors’ modules show what is happening right now.
- Entries are assigned by their start: a conversation counts toward the day on which it began; a login from 22:00 to 6:00 counts entirely toward the day of the login.
- myContactCenter adds the wrap-up and activity that follow a conversation to that conversation retroactively, as well as its classification.
- If a conversation changes skill — for example via a menu in the flow — it
counts once: in the skill in which it ends, with the times and counters of
the whole conversation. The field
SkillPathrecords the path through the skills, for example “Reception > Sales”.
Conversations
| Metric | Meaning |
|---|---|
| Connected | The conversation was connected to an agent at least once. |
| Abandoned | The customer hung up before ever being connected — during an announcement, in the queue or while it was ringing at the agent. Callbacks never count as abandoned. |
| Rejected | myContactCenter rejected the conversation: locked, closed, outside business hours, holiday, no agent logged in or available, too many waiting or too long a wait time. The reason is in the field RejectReason. |
| Unhandled (Timeout) | The Maximum wait time has expired. |
| Undelivered | The conversation never reached an agent: it was abandoned, ran into the Maximum wait time or waited or rang without being connected. |
| Transferred | An agent transferred it — internally or to an external target. |
| Voicemail, announcement | The customer left a voicemail or heard an announcement. |
| Reviewed, Corrected | A supervisor reviewed the reply, the agent corrected it. |
| Wait time | the time in the queue |
| Ringing time | the time during which it rang at agents |
| Time until connected | wait and ringing time until the connection; in a second version (TotalDurationUntilConnect) including the time in the flow |
| Talk time | the time during which the conversation was connected or on hold |
| Total duration | the time from start to end |
Agents
| Metric | Meaning |
|---|---|
| Login (Logon) | from login to logoff |
| Presented | A conversation rang at the agent. |
| Connected | The agent accepted it; plus the talk time. |
| On hold (Hold) | the time during which the agent held the customer |
| Reviewed, Corrected | reviewing and correcting emails |
| Transferred | The agent transferred the conversation. |
| Wrap-up (Wrapup) | number and duration of wrap-ups |
| Activity | number and duration of activities, with their name and whether they count as busy |
| Idle | the time during which the agent was free |
In the templates, efficiency or utilization means the connected conversations divided by the offered ones.
Time zones
The statistics store all times in UTC. They are displayed as follows:
| Where | Period | Times shown |
|---|---|---|
| report in the Administration or the Agent | in the local time of your computer | local time of your computer |
| automatic report | in the Timezone to display report of the appointment | time zone of the appointment |
| file name and email of an automatic report | – | time zone of the appointment |
| dashboards | filters on the stored values | UTC |
| templates Alarms by alarmtype and Alarms by time | in local time, converted | UTC |
If the server, the Administration and the appointments have the same time zone, the period and the display match everywhere.
Limits
- The Administration and the Agent read the data for reports and dashboards directly from the database, see Ports and connections, and do the calculations on their own computer — without a time limit. Long periods with detail tables take correspondingly long.
- The dashboard queries have no time filter: SQL Server reads the entire statistics every time a dashboard loads. Narrow them down with filters.
- The server runs automatic reports one after the other, see Automatic reports.
- Names of designs, reports and dashboards may be at most 250 characters long.