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Contents

  • 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_usersDetailed Records
  • General Information About Detailed Records
  • agent_activity
  • call_detail
  • evaluation_results
  • evaluation_result_details
  • interaction_step_skills
  • interaction_quality_monitoring
  • interaction_quality_monitoring_grades
  • surveys
  • voice_recordings

team_performance

The team_performance table is currently not used. If any team-level metrics are desired in custom reports, such metrics can be obtained by combining the corresponding data from the agent_performance table for all team members selected using the team_name field.

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