New Dataset Common_InteractionUsageTypeList:
New Dataset Common_ClientsList_DW:
New Dataset Common_InboundCampaignsList_DW:
New Dataset Common_ProductsList_DW:
New Dataset Common_ProductTypesList_DW:
Dataset DimCRMContacts, new fields:
- Text01
- Text02
- Text03
- Text04
- Text05
- Text06
- Text07
- Text08
- Text09
- Text10
- Text11
- Text12
- Text13
- Text14
- Text15
- Text16
- Text17
- Text18
- Text19
- Text20
- Text21
- Text22
- Text23
- Text24
- Text25
- Text26
- Text27
- Text28
- Text29
- Text30
- Number01
- Number02
- Number03
- Number04
- Number05
- Number06
- Boolean01
- Boolean02
- Boolean03
- Boolean04
- Date01
- Date02
- Date03
- Date04
- Time01
- Time02
- Time03
- Time04
Dataset Common_CampaignNameList, new fields:
Dataset Common_CampaignNameList_DW, new fields:
1.02 Agent Detailed Alert:
- CSV Export, changes:
- No2 → No
- StartTime2 → StartTime
- EndTime2 → EndTime
- Duration2 → Duration
- Severity2 → Severity
- Value2 → Value
- AgentName2 → AgentName
- CounterTypeName2 → CounterTypeName
2.01 Detailed Agent Interactions Report:
- Dataset Report_DetailedAgentInteractions, new parameters (optional):
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
- Dataset Report_DetailedAgentInteractions, new fields:
- RoutingClientName
- RoutingInboundCampaignName
- RoutingProductName
- RoutingProductType
- CSV Export, changes:
Agent_Name → AgentName
- Textbox135 → irrelevant, removed
- Textbox19 → irrelevant, removed
- Sequence_Interaction → InteractionID
- StartTime_Interaction → StartTime
- EndTime_Interaction → EndTime
- MediaType1 → MediaType
- Interaction_Type → InteractionType
- FirstName → CRMFirstName
- LastName → CRMLastName
- Origin_Interaction → Origin
- Destination_Interaction → Destination
- BP → BusinessProcess
- Demand1 → Demand
- EndingStatus → InteractionResult
- Textbox58 → Remarks
- Disposition_Code → Disposition
- Call_Time → Duration
- AgentHandlingTime_Interaction → AgentHandlingTime
- HoldTime_Interaction → HoldTime
- WrapUpTime_Interaction → WrapUpTime
- External_Number_Time → ExternalNumberTime
- External_Transfer_DID → ExternalTransferDID
- ClientName → new field
- InboundCampaignName → new field
- ProductName → new field
- ProductType → new field
2.04 Agent Interaction Summary:
New Report 3.05 Conversations Report:
- Dataset Report_Conversations, parameters:
- @DW_DBName
- @StartTime
- @EndTime
- @Offset
- @Agents
- @MediaType
- @BusinessProcessName
- @DispositionCode
- @Demands
- @InteractionResult
- @TimeZone
- @OriginDestination
- @OriginallyOriginatedBy
- Dataset Report_Conversations, fields:
- InteractionID
- InteractionMediaName
- GroupField
- StartTime
- EndTime
- TotalMessages
- Origin
- Destination
- Result
- AgentHandlingTime
- Subject
- MessageTime
- OriginDetailed
- DestinationDetailed
- MessageText
- Seq
- CSV Export, fields:
- GroupField
- InteractionD
- MediaType
- StartTime
- EndTime
- Duration
- TotalMessages
- Origin
- Destination
- Result
- AgentHandlingTime
- Sequence
- DateTime
- OriginatorDetailed
- DestinationDetailed
- Subject
- Text
4.01 Detailed Business Entity Report:
- Dataset Report_DetailedBusinessEntity, new parameters (optional):
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
- Dataset Report_DetailedBusinessEntity, new fields:
- RoutingClientName
- RoutingInboundCampaignName
- RoutingProductName
- RoutingProductType
- Dataset Report_DetailedBusinessEntity_SubDs, new parameters (optional):
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
- Dataset Report_DetailedBusinessEntity_SubDs, new fields:
- RoutingClientName
- RoutingInboundCampaignName
- RoutingProductName
- RoutingProductType
- CSV Export, new fields:
- ClientName → new field
- InboundCampaignName → new field
- ProductName → new field
- ProductType → new field
4.02 Destination Trace Report:
- Dataset Report_DestinationTrace, new parameters (optional):
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
- Dataset Report_DestinationTrace, new fields:
- RoutingClientName
- RoutingInboundCampaignName
- RoutingProductName
- RoutingProductType
- CSV Export, new fields:
- ClientName → new field
- InboundCampaignName → new field
- ProductName → new field
- ProductType → new field
4.03 Interaction Disposition Code Report:
- Dataset Report_InteractionDispositionCodes, change:
- Parameter: @CampaignName
- Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
- Current state: list of campaign ids divided by a delimiter, like: |12|54|
4.04 Voice Billing Report:
- Datasets Report_VoiceBilling, Report_VoiceBilling_SubDs, new parameters (optional):
4.06 Incoming Calls By Area Code:
- Datasets Report_IncomingCallsByAreaCode_ByAreaCode, Report_IncomingCallsByAreaCode_ByAreaCodeGroupByDestination, Report_IncomingCallsByAreaCode_ByState, Report_IncomingCallsByAreaCode_ByStateGroupByDestination, new parameters (optional):
4.07 Voice Billing Report by Business Process:
- Datasets Report_VoiceBillingByBusinessProcess, Report_VoiceBillingByBusinessProcess_SubDs, new parameters (optional):
4.08 Voice Billing Report by Business Process - No Abandoned Calls:
- Datasets Report_VoiceBillingByBusinessProcessNoAbandonedCalls, Report_VoiceBillingByBusinessProcessNoAbandonedCalls_SubDs, new parameters (optional):
4.09 Voice Billing Report - summary only:
- Dataset Report_VoiceBillingSummaryOnly, new parameters (optional):
4.10 Inbound Interactions Distribution Report:
- Dataset Report_InboundInteractionsDistribution, new parameters (optional):
- @DWDBName
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
4.11 Interactions Analysis Report:
- Dataset Report_InteractionsAnalysis, new parameters (optional):
- @DWDBName
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
4.13 Disposition Codes Distribution Report:
- Dataset Report_DispositionCodesDistribution, new parameters (optional):
- Dataset Report_DispositionCodesDistribution, change:
- Parameter: @CampaignName
- Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
- Current state: list of campaign ids divided by a delimiter, like: |12|54|
4.14 Demand Interval Distribution Report:
- Dataset Report_DemandIntervalDistribution, change:
- Parameter: @CampaignName
- Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
- Current state: list of campaign ids divided by a delimiter, like: |12|54|
5.02 Business Process Interaction Performance:
- Dataset Report_BusinessProcessInteractionPerformance, new parameters (optional):
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
- Dataset Report_BusinessProcessInteractionPerformance_SubDs, new parameters (optional):
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
6.01 Completed Callback Interaction Report:
- Dataset Report_CompletedCampaignInteraction, change:
- Parameter: @Campaign
- Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
- Current state: list of campaign ids divided by a delimiter, like: |12|54|
6.02 Campaign Time Frame Specific Statistics Report:
- Datasets Report_CampaignTimeFrameSpecificStatistics, Report_CampaignTimeFrameSpecificStatistics_SubDs, change:
- Parameter: @CampaignName
- Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
- Current state: list of campaign ids divided by a delimiter, like: |12|54|
6.03 Campaign Inspection Report:
- Datasets Report_CampaignInspection, Report_CampaignInspection_SubDs, change:
- Parameter: @CampaignName
- Previous state: list of campaign names divided by a delimiter, like: |Campaign1|Campaign2|
- Current state: list of campaign ids divided by a delimiter, like: |12|54|
6.04 Completed Callback Interaction Report:
- Dataset Report_CompletedCallbackInteraction, new fields:
7.01 Customer Experience Report:
- Dataset Report_CustomerExperience, new parameters (optional):
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
- Dataset Report_CustomerExperience_Total, new parameters (optional):
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
7.03 Contact Center Performance Report:
- Dataset Report_ContactCenterPerformance, new parameters (optional):
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
- Dataset Report_ContactCenterPerformance_Total, new parameters (optional):
- @ClientName
- @InboundCampaignName
- @ProductName
- @ProductType
New Report 7.04 Abandoned Interaction Report:
- Dataset Report_AbandonedInteraction, parameters:
- @DW_DBName
- @StartTime
- @EndTime
- @Offset
- @BusinessProcessName
- @MediaName
- @DisplayOptions
- @EmptyRows
- @AbandonThreshold1
- @TimeZone
- @AbandonThreshold2
- @AbandonThreshold3
- @AbandonThreshold4
- @AbandonThreshold5
- Dataset Report_AbandonedInteraction, fields:
- ChannelType
- TimeSliceID
- Inbound
- ServiceLevel
- Time
- Abandoned
- CallsAbandonedThreshold1
- PrctCallsAbandonedThreshold1
- CallsAbandonedThreshold2
- Answered
- PrctCallsAbandonedThreshold2
- CallsAbandonedThreshold3
- PrctCallsAbandonedThreshold3
- CallsAbandonedThreshold4
- PrctCallsAbandonedThreshold4
- CallsAbandonedThreshold5
- PrctCallsAbandonedThreshold5
- AvgAbandonTime
- BusinessProcessID
- BusinessProcessName
- tDate
- tDateGr
- SortGr
- WeekGr
- CSV Export:
- ChannelType
- BPName
- Date
- Time
- InboundCount
- CallsAnswered
- ServiceLevel
- CallsAbandoned
- AvgAbandonTime
- CallsAbandonedThreshold1
- PrctCallsAbandonedThreshold1
- CallsAbandonedThreshold2
- PrctCallsAbandonedThreshold2
- CallsAbandonedThreshold3
- PrctCallsAbandonedThreshold3
- CallsAbandonedThreshold4
- PrctCallsAbandonedThreshold4
- CallsAbandonedThreshold5
- PrctCallsAbandonedThreshold5
New Report 7.05 Contact Center Performance Report by Demand
- Dataset Report_ContactCenterPerformanceByDemands, parameters:
- @DW_DBName
- @StartTime
- @EndTime
- @Offset
- @BusinessProcessName
- @MediaName
- @DisplayOptions
- @SLGoal
- @Demands
- @EmptyRows
- @TimeZone
- Dataset Report_ContactCenterPerformanceByDemands, fields:
- ChannelType
- TimeSliceID
- Inbound
- ServiceLevel
- AnsweredWithinSL
- Time
- Requested
- Received
- Transferred
- Abandoned
- AvgSpeedAnswer
- Disconnected
- Answered
- Overflowed
- Missed
- Queued
- AnswerRate
- TalkTime
- MaxDelay
- WrapUpTime
- Completed
- StaffedAgents
- Rescheduled
- Handled
- Backlog
- AvgAgentResponse
- AvgAbandonTime
- ProcentInterval
- BusinessProcessID
- BusinessProcessName
- BPCount
- OutBound
- tDate
- AvgHoldTime
- AHT
- TalkTimePrct
- HoldPrct
- WrapUpPrct
- AgentOutExternalCalls
- AbandonmentRate
- TransferredAgent
- TransferredAgentPrct
- WeekGr
- SortGr
- tDateGr
- RequestedNonQueued
- Demand
- CSV Export, fields:
- Demand
- ChannelType
- BPName
- Date
- Time
- InboundCount
- CallsAnswered
- AnswerRate
- CallsAbandoned
- AbandonmentRate
- AvgAbandonTime
- OverflowedCount
- EmailsRescheduled
- VoicemailsReceived
- Backlog
- AnsweredWithinSL
- ServiceLevel
- PercentInterval
- AvgSpeedAnswer
- AvgTalkTime
- AvgHoldTime
- AvgWrapUpTime
- AvgHandleTime
- TalkTimePrct
- HoldPrct
- WrapUpPrct
- CallbacksRequested
- CallbacksRequestedNonQueued
- CallbacksCompleted
- MissedCount
- TransferredAgent
- TransferredAgentPrct
- LongestWait
- OutboundCount
- StaffedAgents
Admin. Customers Comparative Report was renamed to Admin. Organization Volume by Day Report (not for customer use):
- Dataset Report_AdminOrganizationVolumebyDay, parameters:
- @StartDate
- @EndDate
- @Offset
- Dataset Report_AdminOrganizationVolumebyDay, fields:
- Customer
- Duration
- Date
- create_date
- Calls