From Bright Pattern Documentation
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|'''Agent First Name''' | |'''Agent First Name''' | ||
|''$(agentFirstName)'' | |''$(agentFirstName)'' | ||
| − | | | + | |For complete recordings, the first name of the agent who last handled this call; for segments, the first name of the agent who handled the given segment |
|- | |- | ||
|'''Agent Last Name''' | |'''Agent Last Name''' | ||
|''$(agentLastName)'' | |''$(agentLastName)'' | ||
| − | | | + | |For complete recordings, the last name of the agent who last handled this call; for segments, the last name of the agent who handled the given segment |
|- | |- | ||
|'''Agent loginId''' | |'''Agent loginId''' | ||
|''$(agent)'' | |''$(agent)'' | ||
| − | | | + | |For complete recordings, the, username of the agent who last handled this call; for segments, the username of the agent who handled the given segment |
|- | |- | ||
|'''Customer phone''' | |'''Customer phone''' | ||
| Line 44: | Line 44: | ||
|'''Global Interaction ID''' | |'''Global Interaction ID''' | ||
|''$(globalInteractionId)'' | |''$(globalInteractionId)'' | ||
| − | |[[reporting-reference-guide/GlobalInteractionIdentifier|Global interaction identifier]] of this call; note that there may be more than one call recording file with the same identifier | + | |[[reporting-reference-guide/GlobalInteractionIdentifier|Global interaction identifier]] of this call; note that for complete recordings, there may be more than one call recording file with the same identifier. For segments, the Global Interaction ID of all segments will be inherited from the interaction that those segments are a part of. |
|- | |- | ||
|N/A | |N/A | ||
|''$(callDuration)'' | |''$(callDuration)'' | ||
| − | |Overall call duration | + | |Overall call duration of this call |
|- | |- | ||
|N/A | |N/A | ||
| Line 72: | Line 72: | ||
|'''Pure Talk Time''' | |'''Pure Talk Time''' | ||
|''$(pureTalkTime)'' | |''$(pureTalkTime)'' | ||
| − | | | + | |Pure talk time of this call/segment (excludes ACW and hold times); it is empty for IVR segments |
|- | |- | ||
|'''RecordingId''' | |'''RecordingId''' | ||
|N/A | |N/A | ||
| − | |Name of the file that contains the recording of this call | + | |Name of the file that contains the recording of this call; for segments, the name of the file containing the given voice segment |
|- | |- | ||
|'''Segment Time''' | |'''Segment Time''' | ||
| Line 84: | Line 84: | ||
|'''Service''' | |'''Service''' | ||
|''$(service)'' | |''$(service)'' | ||
| − | |Name of the service or campaign associated with this call | + | |Name of the service or campaign associated with this call; for segments, the service that was associated with the interaction at the end of the given segment |
|- | |- | ||
|'''Start Time''' | |'''Start Time''' | ||
|''$(callDate), $(callTime)'' | |''$(callDate), $(callTime)'' | ||
| − | |Date and time of call | + | |Date and time of call start; for segments, the start time of the voice segment |
|- | |- | ||
|'''Talk Time''' | |'''Talk Time''' | ||
|N/A | |N/A | ||
| − | | | + | |Overall duration of this call |
|- | |- | ||
|'''Type''' | |'''Type''' | ||
|''$(type),'' | |''$(type),'' | ||
| − | | | + | |Type of recording; possible values are “Complete” or “Segment” |
|- | |- | ||
|'''Voice Signature''' | |'''Voice Signature''' | ||
Latest revision as of 03:09, 18 August 2018
Contents
- Introduction
- Access to Reports and Records
- Interaction Records
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Agent Timeline
- Detail Reports
- General Information About Detail Reports
- Agent Activity Report
- Agent Activity CSV Report
- Call Detail Report
- Call Detail CSV Report
- Email Detail Report
- Internal Chats Report
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Email Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Monthly Concurrent Users Report
- Dispositions in Time Report
- Email Service Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) Report
- Carrier Usage
- Campaign Results
- Recordings Details
- 1 Recordings Details Format
Reporting Reference Guide
Recordings Details Format
The following table describes the fields of the data file that accompanies the export of call recordings and maps them to the available components of configurable file names that are assigned to recordings during export. The file is exported in .CSV format and contains details of the corresponding calls, which may facilitate a search for specific recordings once they have been exported out of the system.
Note that conference calls produce multiple recordings corresponding to the number of participating agents. The recording details file in this case will contain a separate record for each recording.
| Field Name | File Name Component | Description |
| Agent First Name | $(agentFirstName) | For complete recordings, the first name of the agent who last handled this call; for segments, the first name of the agent who handled the given segment |
| Agent Last Name | $(agentLastName) | For complete recordings, the last name of the agent who last handled this call; for segments, the last name of the agent who handled the given segment |
| Agent loginId | $(agent) | For complete recordings, the, username of the agent who last handled this call; for segments, the username of the agent who handled the given segment |
| Customer phone | $(customerPhone) | Customer’s phone number (technically, the phone number of the party opposite to the above agent) |
| Direction | $(direction) | Call direction, Inbound or Outbound |
| Disposition | $(disposition) | Call disposition |
| Export status | N/A | An indicator of whether the recording was actually exported (success) or the recording was never found (failed) |
| Flagged | $(flagged) | An indicator of whether the call was flagged |
| Global Interaction ID | $(globalInteractionId) | Global interaction identifier of this call; note that for complete recordings, there may be more than one call recording file with the same identifier. For segments, the Global Interaction ID of all segments will be inherited from the interaction that those segments are a part of. |
| N/A | $(callDuration) | Overall call duration of this call |
| N/A | $(callHour) | Ordinal number of the hour (from 00 to 23) during which the call started |
| N/A | $(currentDate) | The value is set to the date when the recording is exported. |
| N/A | $(currentTime) | The value is set to the time when the recording is exported. |
| N/A | $(uniqueId) | Unique identifier assigned to this recording; unlike Global Interaction ID (above), this value is unique for each exported recording |
| Notes | N/A | Call notes entered for by the agent |
| Pure Talk Time | $(pureTalkTime) | Pure talk time of this call/segment (excludes ACW and hold times); it is empty for IVR segments |
| RecordingId | N/A | Name of the file that contains the recording of this call; for segments, the name of the file containing the given voice segment |
| Segment Time | $(segmentDuration) | Overall duration of the recorded segment |
| Service | $(service) | Name of the service or campaign associated with this call; for segments, the service that was associated with the interaction at the end of the given segment |
| Start Time | $(callDate), $(callTime) | Date and time of call start; for segments, the start time of the voice segment |
| Talk Time | N/A | Overall duration of this call |
| Type | $(type), | Type of recording; possible values are “Complete” or “Segment” |
| Voice Signature | $(voiceSignature) | An indicator of whether the recording contains a voice signature |