Reporting and Interaction Reporter

Interaction Reporter Parameters Page

Changes to the Interaction Reporter parameters page should improve the user’s experience and provide consistency when running reports.

New Dialer Reports

Two Dialer reports are new to Interaction Reporter in SU5:

• The Dialer Agent Disposition Summary report provides agent-assigned call dispositions by agent, with analysis of call counts and call lengths by disposition.

• The Dialer Agent Utilization by Campaign report provides agent time usage on Dialer-related tasks per campaign.

Dialer Agent Disposition Summary Report

Improved Data Logging for Skills

The InteractionSummary and InteractionSegmentDetail tables now store the skills that are assigned to an interaction. InteractionSegmentDetail logs each value and change to the skill set. InteractionSummary stores the last assigned skill in a new column called LastAssignedSkillset.  This value corresponds to the EIC_ACDSkillSet call attribute.