Engage Voice | Scheduled Reports: Digital reports

Table of contents

Notice

Scheduled Reports is discontinued for customers onboarded after October 18, 2021. Historical analytics (Historical reports and Historical dashboards) is available to all new customers. Click here to learn more.
This category will be available only if enabled for your account.

Digital Detail Report

The Digital Detail Report provides information on each digital interaction covered by the selected search criteria, and includes the following data for each unique session of a digital interaction: the digital queue, the digital queue group, the total number of interactions, queue duration, and a transcription of the interaction.
  • ANI: The number of the client, if any.
  • UII: The unique identifier for the digital interaction.
  • Session ID: An identifier for a set of client or agent messages from a digital interaction.
  • Session Type: Indicates a portion of the digital interaction associated with client or agent messages.
  • IP: IP address of the client initiating the digital interaction.
  • Enqueue Timestamp: The date/time stamp when the call was presented to the queue.
  • Dequeue Timestamp: The date/time stamp when the call left the queue for the queue for final routing to agent/other.
  • Queue Time: Time (in seconds) the interaction was in queue.
  • Agent Name: Name of the agent in the digital interaction, or blank if no agent accepted the interaction.
  • Agent Disposition: Disposition selected by the agent after the digital interaction.
  • Term Reason: Reason the client digital interaction was disconnected, either Disconnect if the client exits the digital interaction window, or Agent-disposition if the digital interaction is ended by the agent dispositioning (thereby ending) the digital interaction.
  • Interaction Type: Indicates whether the interaction is inbound or outbound.
  • Transcript: Provides a transcript of the digital interaction.
  • Pre-Form: An automatic message sent when the agent accepts an interaction.

Digital Overview Report

The Digital Overview Report provides an overview of all digital queues, followed by a separate section for each digital queue within your account.
  • Total Presented: Total number of digital interactions presented to a digital queue.
  • Total Accepted: Total number of digital interactions accepted by agents.
  • Total Abandoned: Total number of digital interactions disconnected by the client before reaching an agent.
  • Total Deflected: Total number of digital interactions in which the system designated another routing option prior to being connected to an agent. Examples of this include requests triggered by queue events.
  • Total Successful: Total number of digital interactions that were solved successfully.
  • Total Short Interactions: This is a custom metric designated per queue. When configuring a queue, the length of what is considered short interaction duration is set. This is the total number of interactions that equal or falls below that time per day.
  • Total Long Interactions: This is a custom metric designated per queue. When configuring a queue, the length of what is considered long interaction duration is set. This is the total number of interactions that equal or exceed that time per day.
  • Total Time Spent on Digital Interactions: Total amount of seconds spent in active digital interactions.
  • Avg SOA (Seconds): Average speed of answer, or time taken between a digital interaction being presented to a digital queue, and an agent accepting the interaction.
  • Avg Abandon (Seconds): Average amount of time abandoned digital interactions were in queue before being disconnected by a client.
  • Avg Interaction (Seconds): Average time spent in active digital interactions.
  • Avg Queue Time (Seconds): Average amount of time a digital interaction spent in queue.
  • Breakdown By Agent Disposition: Provides the number and percent of dispositions that are set as either complete or incomplete and each disposition, or No Agent Disposition, used.
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