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Reporting Database Specification

Introduction

• Purpose
• Audience
• How to Use This Guide

Statistical Data

• General Information About Statistical Data
• agent_performance
• team_performance
• service_in_time_counters
• service_performance
• overflow_counters
• disposition_counters
• callback_counters
• requested_skills
• scenario_steps_counters
• concurrent_users

Detailed Records

• General Information About Detailed Records
• agent_activity
• call_detail
• interaction_step_skills
• interaction_quality_monitoring
• interaction_quality_monitoring_grades