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Interaction Handling Attempt Details report

This page describes how you can use the Interaction Handling Attempt Details report to view a summary of segment-related details with regard to agent handling of contact center interactions, including data for all interaction types, but excluding extended facts associated with the interaction.

[+] Tip: How do I generate a report?

Viewing the Interaction Handling Attempt Details report

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Use the Interaction Handling Attempt Details report to understand how much time was required to distribute interactions to agents, and how the agents participated in the interactions. The report summarizes segment-related details with regard to an agent’s handling of contact center interactions that are stored in the Info Mart INTERACTION_RESOURCE_FACT table, providing both the time that was required to distribute the interaction to the agent and data about the agent’s contiguous participation in the interaction. This report provides data for all interaction types and excludes extended facts that might be associated with the interaction, such as whether treatments were applied while the customer was waiting to be connected to the agent.

The “customer” in the CUSTOMER measures is the initiator of the interaction, and might not explicitly be a customer who is external to the contact center. For example, the customer of an internal interaction is the initiating agent.

You can obtain additional information about a particular interaction by clicking its ID. This hyperlink passes the value that you click and opens the Interaction Flow Report in a new browser window where you can view (among other information) the target and technical result of each interaction segment for that ID.

You can specify the Timestamp(s), Target Agent Group, Target Agent, Last VQueue, Customer ID, Source and Target addresses, Business Result, Customer Segment, Service Type, Service Subtype, Media Type, Interaction Type, and Interaction ID.

To get a better idea of what this report looks like, view sample output from the report:
Sample_Interaction_Handling_Attempt_Report.pdf

Important
Because of the volume of data that this report could potentially generate, Genesys recommends that you restrict the start and end dates to the narrowest range that satisfy your report criteria. The default date selections span one day. Specification of agent and queue prompts will also improve report performance and limit the data that is retrieved.

The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:

  • [+] Prompts for the Interaction Handling Attempt Details report
  • [+] Measures used in the Interaction Handling Attempt Details report

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This page was last modified on August 10, 2017, at 05:40.