Voice Details Report

Updated 

16 days ago

The Voice Details Report provides insights on the live calls (inbound and outbound) that are in IVR, Voice Bot, with agents, or being dialed. This helps infer the number of active calls with respect to the state/stage of the call.

The Voice Details Report belongs to the Real Time Reports Report Group. Below are some of the scenarios where this Report is beneficial:

  1. Track live data on current calls assigned to Queue, along with active, ongoing numbers for both voice calls and voice bots.

  2. Voice calls summary in real time.

Attribute

Status

Behavior of User Custom Fields

Not supported.

Behavior of Case Custom Fields

Not supported.

Date Filter

Real-time.

Record Creation Time

Records are created in real-time

Refresh Frequency

Records are refreshed in real-time.

Aggregation Supported

-

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Voice Details Report:

Name

Descriptions

Number of Active Voice Calls

Number of calls that are currently live on the platform. It will change and refresh as the count changes.

Number of Active VoiceBot Calls

Number of calls that are currently live on the voicebot application. It will change and refresh as the count changes.

Number of Active Calls with Agents

Number of calls that are currently connected with agents. It will change and refresh as the count changes.

Number of Active Inbound Voice Calls

Number of inbound calls that are currently live on the platform. It will change and refresh as the count changes.

Number of Active Calls in IVR

Number of calls that are currently live on the IVR. It will change and refresh as the count changes.

Name

Descriptions

Account

The name of the social network account. When used with case details, this will display the name of the "Brand Account" through which the first message associated with the Case is grabbed. Messages are ordered in a case based on the time they were associated with the Case, not necessarily the date and time the messages were created.

Customer Phone Number

Provides the phone number of the customer.

Conversation Id

Unique ID associated with that particular call. (There can be multiple calls associated to a Case, and each call will have a separate and unique conversation ID).

Case Number

The ID number associated to the Case Details.

Is Deflected to VoiceBot?

Boolean field indicating if the call is deflected from IVR to Voicebot or not.

IVR

Name of the IVR in which the call landed.

Voice Application

Name of the voice application configured in the system to receive or dial out the calls of the center.

Language (Call)

Depicts the language associated to the call and selected by the customer in the IVR.

Case Details

Associated case to the event, which includes the Case subject, Case ID and the Description.

Direction

Indicates the direction of the call with respect to the customer. If the call is dialed in by customer it will be termed as inbound and if the call is dialed out by the agent it will be termed as outbound.

VoiceBot Application

Name of the voicebot application configured in the system to run the voicebots.

This concludes our comprehensive coverage of the Callback Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

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