Agents Interactions Detail view


前提条件

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Analytics > Conversation Detail > View
  • AnalyticsData Export All
  • Directory > User > View
  • RoutingQueueJoin
  • UISupervisor Agent Details > View
  • One or more of the following permissions:
    • Conversation > Communication > View
    • Quality > Calibration > View
    • Quality > Evaluation > Add
    • Quality > Evaluation > Edit Score

The Agents Interactions Detail view displays a list of interactions specific to the agent. The Interactions list updates automatically except when you use filters. To see new interactions, click Refresh .

View interactions for an agent

  1. Click PerformanceAgents
  2. From the Agents Performance Summary view, click an agent’s name. The Agent’s Performance Detail view displays. 
  3. Click the Interactions tab. PureCloud displays the Agents Interactions Detail view with interactions for the selected agent.
  4. To save the view with your filter and column settings, click Save .
  5. To view an interaction’s details, where you can listen to, annotate, and evaluate an interaction, click the interaction’s row. 
  6. To open to the agent’s PerformanceEvaluationsInteractionsQueuesWrap-Up, or Schedule detail views, click the tabs.

View interactions for a group of agents

  1. Click PerformanceAgents.
  2. From the Agents Performance Summary view, in the Filter by agent(s) field, search for and select agents for which you want to see data.
  3. Near the list of agents you selected, click View as group. PureCloud displays the Agents Performance Detail view with aggregate data for the selected agents. 
  4. Click the Interactions tab. PureCloud displays the Agents Interaction Detail view with interaction data for the agents you selected. 
  5. To save the view with your filter and column settings, click Save .
  6. To view an interaction’s details, where you can listen to, annotate, and evaluate an interaction, click the interaction’s row. 
  7. To open the agent group’s Performance or Status Summary detail views, click the tabs.
Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate agents in queues

Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves. To activate a queue for an agent, the agent must be a member of that queue.

To activate an agent for a queue from this view:

  1. Click the Queue Activation icon. Queue Activation icon
  2. Select the queues you want the agent to work.
  3. Click Update.
Note: You cannot activate agents in queues when the Agents Performance Detail view shows aggregate data for agent groups.

ビューをカスタマイズする

Customize the Agents Interactions Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

メモ:
  • The custom date range option in the Agents Interactions Detail view has a maximum length of 31 days. 
  • The date range filter applies to when interactions start. Current interactions that started before the date range do not appear in the interactions list. 

To use date filters to customize analytics views:

  1. Click the icon for a date filter. Queues Performance date filter
  2. Click a view option for the chosen date filter.Queues Performance date filter options

The view displays data for the selected date filter.

If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.

Note: Some views do not include all date filter options.

アイコン Time Period オプション
Queues performance day icon

Day: Shows data for a single 24-hour day.

Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display. 

Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.

Queues performance week icon

Week: Shows data for a Sunday through Saturday time period.

Previous 7 days: Shows data for the previous seven days, with today being the seventh day.

Queues performance month icon

Day: Shows data for the exact month with no extra days.

Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.

Queues performance custom icon Custom date range Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click Date picker apply

To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.Queues performance date

To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time. Queues Performance view current day or interval

To filter by media type, click a media type.Media type filter


To show or hide columns, click and then select the columns you want to view. 

To rearrange columns, click a column header and drag it.


To filter by information about the details of the interaction, click Filter 

Interactions filters

Filter 説明
ANI

Displays interactions with the selected ANIs.

  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • You can search for multiple numbers by searching again.
方向

Displays information about interactions of the selected directions.

Initial Direction

Displays information about interactions with the selected initial direction.

DNIS

Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.

  • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS

Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

  • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.
接続時間

Displays interactions of the selected durations. 

To search for interactions of a custom duration, select Custom duration and use the controls to set a custom duration:

  • Range: Displays interactions with durations within the selected range.
  • Above: Displays interactions with durations above the selected duration.
  • Below: Displays interactions with durations below the selected duration.
To

Displays information for interactions sent to the selected email addresses. 

  • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
  • Filter for multiple addresses at one time by entering other addresses and searching again.
From

Displays information for interactions sent from the selected email addresses. 

  • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
  • Filter for multiple addresses at one time by entering other addresses and searching again.
放棄数

Displays abandoned or not abandoned interactions.

転送数

Displays interactions that an agent has blind transferred or consult transferred.

Blind Transferred

Displays interactions that an agent has blind transferred.

Consulted

Displays interactions that an agent answered and then consulted with another participant without fully transferring the interaction.

Consult Transferred

Displays interactions that an agent answered and then consult transferred to another participant.

キュー

Displays interactions associated with the selected queues. 

Wrap-up

Displays interactions that have the selected wrap-up codes.

Message Type

Displays interactions of the selected ACD message type. This filter only appears if you set the media type filter to All or Message. If you do not have any message types selected, the view displays information for all of message types.

Division

Filters interactions for a specific Division. See About access control.

Conversation ID

Filters for interactions matching the specific conversation ID. Like the other interaction filters, this filter returns interactions that occurred within the specified date range filter.

スキル

Displays interactions that have the selected skills.

Filter for multiple skills at one time by entering other skills and searching again.

言語

Displays interactions that have the selected languages.

Filter for multiple languages at one time by entering other languages and searching again.

Ended

Displays interactions that have ended.

Limit Interactions

Displays interactions matching the selected parameters. 

  • Waiting: Interactions that are in queue and waiting for an agent to answer them.
  • Interacting: Interactions that an agent has answered and is working on.
  • ACD-routed: Interactions that the ACDrouted to an agent.
  • Screen Share: Screen share occurred during the interaction.
  • Co-browse: Co-browse occurred during the interaction
  • Voicemail: The interaction has a voicemail associated with it.
  • Flagged: The interaction was flagged as problematic. 
  • Wrap-up Notes: The interaction has wrap-up notes included. 

To display interactions that match all of the selected parameters, for example, to see interactions that are waiting and ACD routed, click the toggle to Match All.

To display interactions that match any of the selected parameters, for example to see interactions that have a screen share or co-browse session, click to the toggle to Match Any.

MOS

Displays interactions with the selected range of MOS scores. MOS scores range from 1 to 5.

  • Range: Displays interactions with MOS scores within the selected range.
  • Above: Displays interactions with MOS scores above the selected score.
  • Below: Displays interactions with MOS scores below the selected score.


To filter by information about the evaluations of the interaction:

  1. Click Filter 
  2. Click Evaluations.

Evaluation filters

Filter 説明
評価スコア

Displays interactions with the selected range of scores:

  • Range: Displays interactions with scores within the selected range.
  • Above: Displays interactions with scores above the selected score.
  • Below: Displays interactions with scores below the selected score.
評価の重大スコア

Displays interactions with the selected range of critical scores:

  • Range: Displays interactions with critical scores within the selected range.
  • Above: Displays interactions with critical scores above the selected score.
  • Below: Displays interactions with critical scores below the selected score.
Form Displays interactions with evaluations that used the selected forms.
エージェント

Displays interactions with evaluations of the selected agents.

To see and select inactive users in the Agent filter search, select Include inactive users. To see and select deleted users in the Agent filter search, select Include deleted users.

評価者

Displays interactions evaluated by the selected evaluators.

To see and select inactive users in the Evaluator filter search, select Include inactive users. To see and select deleted users in the Evaluator filter search, select Include deleted users.

To filter by information about the survey details of the interaction:

  1. Click Filter 
  2. Click Surveys.

Surveys filters

Filter 説明
Has Survey Data Displays interactions that have survey data associated with them.
Survey Score Displays interactions with the selected range of survey scores:
  • Range: Displays interactions with scores within the selected range.
  • Above: Displays interactions with scores above the selected score.
  • Below: Displays interactions with scores below the selected score.
Promoter Score Displays interactions with the selected range of promoter survey scores. PureCloud uses the promotor score to calculate the survey's overall NPS. For more information about NPS, see Net Promotor Score web survey question overview
  • Range: Displays interactions with scores within the selected range.
  • Above: Displays interactions with scores above the selected score.
  • Below: Displays interactions with scores below the selected score.
Survey Status

Displays interactions with the selected survey statuses. 

  • Pending: PureCloud has collected all of the data it needs to send the survey invitation and intends to send it.
  • Sent: PureCloud successfully sent the survey invitation and link to the contact.
  • In Progress: The contact opened the survey link to start the survey.
  • Finished: The contact completed the survey.
  • Error: An error occurred when PureCloud tried to deliver the survey, such as an invalid email address.
  • Opt Out: The contact chose not to receive surveys. For more information, see Note an External Contact’s survey opt-out preference.
  • Expired: The survey expired. Survey links expire 90 days after PureCloud sends them out.
  • Deleted: The survey form was deleted.
Survey Form Displays interactions associated with the selected survey forms.

To filter by information about the outbound details of the interaction:

  1. Click Filter 
  2. Click Outbound.

Outbound filters

Filter 説明
キャンペーン名 Displays interactions associated with the selected campaigns.
連絡先リスト Displays interactions associated with the selected contact lists.
Contact ID Displays interactions associated with the selected contact IDs.
キャンペーン Displays interactions that are associated with campaigns.

To filter by information about the Altocloud journey details of the interaction:

  1. Click Filter
  2. Click the Journey tab.

Journey filters

Filter 説明
Has Customer Journey Data Displays data for interactions that have customer journey data related to Altocloud.
Proactive Displays data for interactions where Altocloud offered a chat during a customer's website visit based on the Altocloud action map settings.   

To filter by information about the IVR flow details of the interaction:

  1. Click Filter 
  2. Click Flow.

Flows filters

Filter 説明
Flows Displays interactions associated with the selected IVR flows. 
Flows Outcomes Displays interactions associated with the selected flow outcome
Flow Outcome Value Displays interactions that have the selected flow outcome values. 
Flow Disconnect Reason

Displays interactions with the selected flow disconnect reason.

Available columns

Your customizations determine which columns the view shows.

Note: Some metrics in the view may not equal the duration. For example, if two agents are on a call at the same time for two minutes, Total Talk equals four minutes, even though the Duration may be less than four minutes. If an outbound interaction spent time in a contacting state before connecting to an agent, Talk Time may be less than Duration. 


インタラクション

説明
説明
メディア タイプ The type of media used.
MOS The estimated average Mean Opinion Score (MOS) for a voice interaction. MOS is a measure of audio quality at specific measurement points of a voice interaction. Potential measurement points include premises-based and cloud-based Edge devices. The measurement is based on codec type, average jitter, latency, and packet loss. PureCloud displays the lowest MOS for each communication that occurs during the whole call. MOS ranges from 1 (bad) to 5 (excellent). Scores below 3.5 indicate unacceptable quality, and scores above 4.3 indicate high quality.
ユーザー The internal users alerted or involved. 
リモート Information about the external participants.
日付 The date the interaction started. 
接続時間 インタラクションの長さです。
方向 Whether the interaction was inbound, outbound, or inbound/outbound. 
Initial Direction Whether the interaction started as inbound or outbound. 
ANI The number of the person who dialed.
DNIS The original number dialed for the interaction.
キュー The associated queues.
Wrap-up The wrap-up code selected by the agent.
転送数 Indicates interactions that were transferred. A transfer counts for the queue in which an agent answers the interaction. 
放棄数 Whether a customer abandoned the interaction or not.
To The email address or SMS number the interaction is sent to.
From The email address or SMS number from which the interaction is sent.
Flagged  Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction or Flag a problematic phone call
Wrap-up Notes

Whether an agent wrote a wrap-up note or not. If the agent wrote a note, a preview of the note displays when you hover over the column. 

Blind Transferred Whether the interaction had a blind transfer.
Co-browse Whether the interaction had a co-browse session.
Consulted Whether the interaction had a consult.
Consult Transferred Whether the interaction had a consult transfer.
Conversation ID The specific conversation ID for the interaction.
Division Displays the divisions associated with the interaction. See About access control.
End Date The time and date the interaction ended. This column is blank if the interaction is still in progress.
言語 Displays the languages set by the routing service for the interaction.
Message Type The ACD message type used.
Non-ACD Whether the interaction involved ACD.
レコーディング Whether the interaction has a recording.
Screen Share Whether the interaction contains a screen share session.
スキル Displays the skills set by the routing services for the interaction.
Users - Alerted The agents PureCloud alerted for the interaction.
Users - Interacted The users who actually interacted during the interaction.
ボイスメール Whether the interaction has voicemail. Includes personal and queue voicemail.
Session DNIS Any DNIS number dialed during the interaction, including the original DNIS number.

Metrics

説明
説明
Alert Segments The number of alerts.
Blind Transfers

The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

Consults

The number of interactions an agent answered and then consulted with another participant without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.

Consult Transfers

The number of interactions an agent answered in one queue and then consult transferred. A consult transfer counts for the queue in which an agent answers the interaction. 

Contacting Segments The number of times during an interaction where the system was connecting to the agent's phone before dialing out. 
Dialing Segments The number of times during an interaction that the system dials out. 
Hold Segments The number of times the agent places the customer on hold.
IVR Segments The number of times the interaction enters an IVR.
Queue Segments The number of times an interaction enters a queue. For example, if an agent accepts an interaction in queue A, transfers it to queue B, and then an agent transfers the interaction back to queue A, then Queue Segments equal 3.
Talk Segments The number of times an agent and customer talk. For example, in an interaction where an agent accepts an interaction, talks to the customer, places the customer on hold, and then talks the customer again, the Talk Segment equals 2. 
Total ACW The total time spent in after call work.
Total Alert

The total time PureCloud alerts agents before the agent accepts or declines an interaction. 

Total Contacting The total time an interaction spent connecting to the agent's phone before dialing out.
Total Dialing The total time spent dialing out.
Total Handle

The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)

Total Hold The total amount of time the customer was on hold.
Total IVR The total amount of time spent in IVR.
Total Queue

The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.

Total Talk The total amount of time the agent spends talking to the customer. For example, in an interaction where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks the customer again for two minutes, the Total Talk equals 4 minutes. 
Transfers

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

User Segments The number of times an agent (user) was on an interaction. For example, if agent A answered an email interaction twice, and agent B answered the same email interaction once, then user segments would be 3.
Wrap-up Segments The number of times an interaction was in wrap-up.

Surveys

Column Description
Has Survey Data Whether an interaction is associated with survey data. 
Promotor Score The promotor score given by a survey respondent in a survey. PureCloud uses the promotor score to calculate the survey's overall NPS. For more information about NPS, see Net Promotor Score web survey question overview
Survey Form The name of the survey form sent.
Survey Score The completed surveys' percentage score. The score does not include NPS.
Survey Status

Displays the status of the survey:

  • Pending: PureCloud has collected all of the data it needs to send the survey invitation and intends to send it.
  • Sent: PureCloud successfully sent the survey invitation and link to the contact.
  • In Progress: The contact opened the survey link to start the survey.
  • Finished: The contact completed the survey.
  • Error: An error occurred when PureCloud tried to deliver the survey, such as an invalid email address.
  • Opt Out: The contact chose not to receive surveys. For more information, see Note an External Contact’s survey opt-out preference.
  • Expired: The survey expired. Survey links expire 90 days after PureCloud sends them out.
  • Deleted: The survey form was deleted.
Surveys They number of surveys sent related to the interaction.

Outbound

説明
キャンペーン名 The name of the campaign associated with the interaction.
連絡先リスト The name of the contact list associated with the interaction.
Contact ID The contact ID associated with the interaction. 
Call Analysis Result

The type of call detected based on 通話解析. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found. 

Outbound Attempted The number of attempts made to call the customer.
キャンペーン Whether an interaction has a campaign associated with it.

Flows

Column  説明
Customer Disconnect

The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.

Customer Short Disconnect

The number of times customers disconnected in a flow before short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count.

The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see Set the short disconnect time.

フロー The name of the flow that the interaction used.
Flow Disconnect

The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects. 

Flow Exit

The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits. 

Flow Total Disconnect

The total amount of time an entry spent in a flow until it disconnected.

Outcome Attempts The number of flow outcomes in the interaction.
Outcome Failure

The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

Outcome Success

The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.

System Error Disconnect

The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects. 

Journey

説明
Has Customer Journey Data Whether an interaction has Altocloud customer journey data associated with it. 
Proactive Whether Altocloud offered a chat during a customer's website visit based on the Altocloud action map settings.