💬Dialogs Detail Report
Dialogs Detail – report that displays detailed information about each dialog.
Filters
General report filters - allow you to select 1 or more possible values of a parameter from a list:
Date/Time - filter by time
Select Agents - filter by agents
Select Inboxes – filter by inbox
Select Teams – filter by teams
Dialog ID - filter by dialog ID
Conversation ID - filter by conversation ID
Contact ID - filter by contact ID
Select status - filter by status
Application number - filter by application number
Select messenger - filter by messenger
Metrics
List of metrics available for display in the report:
| Metric | Description |
|---|---|
Date/Time | The date and time of the start of a dialog |
Dialog ID | Dialog ID |
Conversation ID | Conversation ID |
Contact ID | Contact ID |
Status | Status |
Inbox | An inbox name |
Inbox ID | An inbox ID |
Agent | An agent name |
Agent ID | An agent ID |
Team | A team name |
Team ID | A team ID |
The first response speed of an agent is calculated as the time between the assignment of a dialog to an agent and the agent's first response. The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty). If 2 agents participated in the dialog and there were 2 first responses, the indicator will display the sum of the time for these two agents. | |
Number of first responses | |
The speed of the first agent response from the start of the dialog is calculated as the time from the start of the dialog to the first agent response. The indicator is calculated only for incoming dialogs (i.e., if the dialog was initiated by an agent or bot, the indicator will be empty). | |
The sum of an agent's total response speed. The agent response speed is calculated as the time between pairs of agent-client messages. | |
The Number of "customer message-agent response" pairs | |
The number of incoming messages from a customer | |
The number of incoming messages from a customer when an agent was assigned to a conversation | |
The number of outgoing messages from an agent | |
The number of outgoing messages from a bot | |
Duration | The duration of a dialog |
Duration on agent | The duration of a dialog when an agent was assigned to a conversation |
Duration on team | The duration of a dialogue when a team was assigned to a conversation |
Request num | The sequence number of a dialog within a conversation |
Contact name | A contact name |
Contact email | |
Contact phone number | Phone |
Contact identifier | Identifier |
Contact custom attributes | Custom attributes |
Conversation additional attributes | Additional conversation attributes |
Current conversation tags | Current conversation labels |
Messenger | A messenger from which a message was received |
Wrap-Up Codes | Special codes that agents use to categorize dialogs with customers, providing them with additional context (For more details - Wrap-Up codes). |
Skills | A set of skills agents must have to successfully service a particular dialog. (For more details - Skills). |
Direction | Direction of the dialog: inbound - a dialog initiated by the client; outbound - a dialog initiated by an agent or bot and no assignments to another agent/team were made within the dialog; outbound/inbound - a dialog initiated by an agent or bot and within the dialog there was an assignment to another agent/team) |
Initiator | Initiator of dialog |
Initiator ID | ID of the initiator of the dialog |
Initiator name | Name of the dialog initiator |
DNIS | The number that the calling party dialed For chat - NULL |
Pending time | Total duration of the dialog in the pending status |
Snoozed time | Total duration of the dialog in the snoozed status |
OnInbox time | Total duration of the dialog in the OnInbox status |
OnTeam time | Total duration of the dialog in sub-status OnTeam |
InQueue time | Total duration of the dialog in sub-status InQueue |
Interacting time | Total duration of the dialog in sub-status Interacting |
Alerting time | Total duration of the dialog in sub-status Alerting |
Acw time | Total duration of the dialog in sub-status ACW |
Total duration of the dialog in sub-status hold | |
Total duration of the dialog in sub-status dialing | |
Total duration of the dialog in sub-status contacting | |
Handling time | Total duration of dialog handling by the agent (calculated as: (interacting time + hold time + dialing time + contacting time + acw time)) |
Pending # | Number of dialog transitions to pending status |
Snoozed # | Number of dialog transitions to snoosed status |
OnInbox # | Number of dialog transitions to OnInbox status |
OnTeam # | Number of dialog transitions to OnTeam status |
InQueue # | Number of dialog transitions to InQueue status |
Interacting # | Number of dialog transitions to interacting status |
Alerting # | Number of dialog transitions to alerting status |
Acw # | Number of dialog transitions to ACW status |
Hold # | Number of dialog transitions to hold status |
Dialing # | Number of dialog transitions to dialing status |
Contacting # | Number of dialog transitions to contacting status |
Terminated by | Who ended the dialog |
First Team ID | ID of the first assigned team |
First Team | Name of the first assigned team |
FlowOut time | Total duration from the moment a dialog is assigned to a team to the moment it is removed from the team without being assigned to an agent (for example, you can configure the logic that after n minutes of waiting in the queue, the assignment team is automatically changed to another) |
FlowOut # | Number of times the dialog was removed from the team without being assigned to an agent |
Answered | Number of times the dialog was accepted by the agent |
Answered time | The overall speed of dialog acceptance by the agent from the moment of assignment to the team. This indicator shows how long the customer waits in the queue until the agent accepts the dialog. |
Handled | Number of times the dialog was handled by the agent |
Abandoned on team | Whether the dialog was completed by the client in the queue/team |
Short abandoned onteam | Short abandoned dialogs in the queue are those that have been waiting in the queue for no more than the time specified in the Reporting settings. This indicator is used to calculate SL and usually such dialogs are not taken into account. For example, if a customer completes a dialog within 10 seconds of entering the queue, it does not affect the SL indicator. |
Abandoned onteam time | Duration of time from the moment of assignment to the team to the moment the client ends the dialog in the queue without waiting for the agent to accept |
Transferred | Number of times the dialog was transferred to another agent/team |
Not responded | Number of times the agent did not accept or reject the dialog |
Clicking on a value in the Dialog ID, Conversation ID, Contact ID fields takes you to a specified dialog, conversation, or contact.
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