Report Definitions
The raw Softdial Reporter™ Web data is delivered from MongoDB as JSON documents. This key-value document (object) notation can consist of values which are simple types, arrays or sub-documents.
For more information, please refer to the JSON online documentation.
The following report documents are available:
_id - the key sub-document
This document must always be present and cannot be empty.
Show fields
| Field | Description | Mandatory | Applicable To |
|---|---|---|---|
| Key: A=agent Q=queue |
|||
| _id.start | Beginning of time slot | Yes | AQ |
| _id.stop | End of time slot | Yes | AQ |
| _id.period | Length of time slice - currently 1 hour | No | AQ |
| _id.order | Index of this time slot (since 1899/12/31 23:59:59) |
No | AQ |
| _id.tenant | Tenant name - always present | Yes | AQ |
| _id.campaign | Campaign name - always present | Yes | AQ |
| _id.queue | Queue name | For queue and agent in queue statistics |
Q |
| _id.agent | Agent name | For agent reports | AQ |
_value - the statistics sub-document
All statistics are counted for a defined time slice.
A time slice begins at _id.start, ends at _id.stop, and lasts for _id.period (or _id.stop minus _id.start).
This document must always be present, but may be empty. All fields are applicable to campaign documents.
Show fields
| Field | Description | Applicable To | Type |
|---|---|---|---|
| Key: A=agent Q=queue |
|||
| value.total_calls | Number of calls within this time slice | Q | count |
| value.connects | Number of connected calls within this time slice | AQ | count |
| value.not_connects | Number of not connected calls within this time slice | AQ | count |
| value.not_connect_rate | Rate in % of not connected calls | AQ | count |
| value.live_calls | Number of calls which fall into 'live call' category. By default these are calls with outcomes:
This definition may be updated dynamically. |
AQ | count |
| value.commitment_rate | Rate in % of agent outcomes which fall into the 'commitments' category. By default this is outcome: 105. | AQ | rate |
| value.conversion | Sum of conversion parameters (Conversion (CO) parameter from Session Data [IZ] message) | AQ | count |
| value.sr | Sum of success rate parameters (Success Rate (SR) parameter from Session Data [IZ] message) | AQ | count |
| value.abandon_rate | Abandon Rate in % calculated: value.abandons / (value.abandons + value.live_calls) | AQ | rate |
| value.talk_time | Total talk time | AQ | duration |
| value.talk_time_avg | Average talk time calculated: value.talk_time/ value.connects | AQ | avg |
| value.wait_time | Total wait time | AQ | duration |
| value.wait_time_avg | Average wait time calculated: value.wait_time/ value.connects | AQ | avg |
| value.wrap_time | Total wrap time | AQ | duration |
| value.wrap_time_avg | Average wrap time calculated: value.wrap_time/ value.connects | AQ | avg |
| value.agent_outcomes | This is a sub-document which has counters of all agent outcomes, in the form of: o + numeric code of outcome from Namespace. For example: value.agent_outcome.o102. Additionally, the sub-document may have counters of some agent outcome categories. For example: value.agent.live_calls. |
AQ | |
| value.switch_outcomes | This is sub-document which has counters of all switch outcomes in the form of: o + numeric code of outcome from Namespace. For example: value.switch_outcome.o102. Additionally, the sub-document may have counters of some switch outcome categories. For example: value.switch_outcome.connects. |
AQ | - |
| value.rt | This sub-document is a container for real-time status. It may not be present in history reports. | AQ | - |
| value.rt.total_agents | Totals: counters of all agents being in given state supported by Softdial CallGem™. For a list of valid states, see the Detail State (DS) parameter of the Agent Data [AZ] message. |
- | - |
| value.rt.csid | Campaign session guid | - | - |
| value.rt.asid | Agent session guid | A | - |
| value.rt.state |
Campaign current state. For a list of valid states, see the Campaign State (ZC) parameter of the Campaign Data [CZ] message. |
- | - |
| value.rt.dialing_method |
Campaign dialing method. For a list of valid methods, see the Dialing Method (DM) parameter of the Open Campaign [OC] message. |
- | - |
| value.rt.ts | value.rt UTC timestamp of last update | A | - |
| value.in_sla_rate | Calls % in standard service level | Q | - |
| value.out_sla_rate | Call % not in standard service level | Q | - |
| value.answer_time_avg | Average answer time | Q | - |
| value.queue | Calls queued | Q | - |
| value.dequeued | Calls dequeued | Q | - |
| value.overflow | Calls overflowed | Q | - |
| value.queue_outcomes.abandon | Inbound calls abandoned | Q | - |
| value.queue_outcomes.dropped | Inbound calls dropped | Q | - |
| value.rt.telephone | Current or last known telephone number | A | - |
| value.rt.extension | Current agent's extension | A | - |
| value.rt.agent_description | Current agent's description | A | - |
| value.rt.general_state | One of the general agents states:
|
A | - |
| value.rt.detailed_state | One of detailed agent states. For a list of valid states, see the Detail State (DS) parameter of the Agent Data [AZ] message. |
A | - |
| value.rt.login_start | Timestamp when agent logged in | A | - |
| value.rt.available_start | Timestamp when agent went available | A | - |
| value.rt.waiting_start | Timestamp when agent started waiting | A | - |
| value.rt.talking_start | Timestamp when agent started talking | A | - |
| value.rt.wrapping_start | Timestamp when agent started wrapping | A | - |
| value.rt.previewing_start | Timestamp when agent started previewing | A | - |
| value.rt.group_member | "Yes" if agent is a member of the value.rt.queue group | A | - |
| value.rt.queue | Current or last known queue in which agent had some activity | A | - |
| value.rt.fr | Current or last known break reason. See the Free Reason (FR) parameter of the Agent Data [AZ] message |
A | integer |
| value.rt.fd | Description of the current or last known break reason See the Free Reason Description (FD) parameter of the Agent Data [AZ] message |
A | text |
| value.it | This sub-document is a container for "idle time" status | AQ | - |
| value.it.idle_time | Total idle time | AQ | - |
| value.it.working_time | Total working time | AQ | - |
| value.it.logged_time | Total logged time | AQ | - |
| value.it.idle_rate | (value.it.idle_time * 100)/ value.it.logged_time | AQ | - |
| value.it.working_rate | (value.it.working_time*100)/ value.it.logged_time | AQ | - |
| value.rt.agents | Agents count in queue | Q | count |
| value.rt.call | Calls count in queue | Q | count |