Reporting Database Schema
Introduction
This document covers the SQL-based reporting database schema.
The naming convention for table names and field names is an all-small snake case. Example: multiple_word_variable.
Records are updated in the following tables in the reporting database, as per the scheduled interval of all ETL jobs.
If any changes are done to the configurations, the previous report records are not updated and the new changes are applied to the new reporting data only.
This schema guide provides details about the reporting database tables which are used only for historical reporting. For real-time dashboards, the data is extracted through real-time REST APIs and available on real-time dashboards for supervisors.
Channels and Channel Sessions
channel_type
A channel type describes the type/class of the channels, for example, WHATSAPP, SMS, WEB. Multiple channels of a channel type can be created.
See more on Channel related terms
See Administrator Guide -> Add Channel Type for more details on Channel types.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
channel_type_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique id to identify this channel type |
channel_type_name | NOT NULL | [nvarchar](50) | [varchar](50) | Records the name for this channel type, any alphanumeric value |
channel
A channel instance is created when a new communication channel is registered by the admin. It includes all the configuration details of a channel, for example, the channel name, service identifier, channel mode, etc. A channel is of a particular channel type. For instance, we can create two channels WhatsApp-external and WhatsApp-internal, both of a channel type WHATSAPP.
See more on Channel related terms
See Administrator Guide -> Step 11: Set up a new Channel for more details on Channel types.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
channel_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique id to identify this channel |
channel_name | NOT NULL | [nvarchar](50) | [varchar](50) | Records the name for this channel |
channel_type_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the channel type for this channel |
channel_mode | NOT NULL | [nvarchar](20) | [varchar](20) | Indicates the channel mode for this channel
|
service_identifier | NOT NULL | [nvarchar](MAX) | [varchar](250) | Unique identifier like a phone number or URL associated to this channel. Example: For a WhatsApp channel, the business WhatsApp account's phone number which is registered for receiving customer's messages will come here. |
created_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is created. |
updated_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is updated. |
is_deleted | NOT NULL | [bit] | [TINYINT](1) | Indicates that this channel has been deleted from the system. (Used for soft deletion) |
channel_session
A customer can converse on multiple channels at a time in one conversation. A new channel session is created every time a customer initiates a session on a channel. For instance, a customer first opens up a chat from Webchat and later on, sends a message from its WhatsApp.
See more on Channel related terms
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
session_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique id to identify this channel session. |
conversation_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the conversation, this channel session is associated to |
channel_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the channel, this channel session is associated to |
start_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when the channel session is started. |
end_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when the channel session is ended. |
total_session_duration | NOT NULL | [int] | [INT] | Records the value of total duration of this channel session i.e. end_time minus start_time |
disposition | NOT NULL | [nvarchar](20) | [varchar](20) | Indicates the reason why the channel session was ended. AGENT - the human agent ended the channel session. This is valid in case of Pull-based chats from the list by clicking the "Close" button. FORCE_CLOSED - the system (ExpertFlow CX) ends the channel session. |
bot_activity_count | NOT NULL | [int] | [INT] | Records the number of messages sent by the bot on this channel session |
agent_activity_count | NOT NULL | [int] | [INT] | Records the number of messages sent by the agent(s) on this channel session |
customer_activity_count | NOT NULL | [int] | [INT] | Records the number of messages sent by the customer on this channel session |
|
| [decimal] | [DECIMAL(5,5)] | Reserved for future. For each bot response, there is a percentage value that tells how confidently the bot was able to answer a query. This field gives us the average value for all bot-confidence values. |
record_creation_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when the record is created in source DB i.e. MongoDB |
device | NULL | [nvarchar](40) | [varchar](40) | |
browser_type | NULL | [nvarchar](40) | [varchar](40) | |
country | NULL | [nvarchar](40) | [varchar](40) | |
language | NULL | [nvarchar](40) | [varchar](40) |
Conversations
conversation
A conversation entity records the customer's conversation details. A conversation consists of all channel sessions where a customer is conversing, the conversation participants (bots, agents, customers) and optionally also some conversation data.
See more about Conversations on Conversation Objects Unique id to identify this conversation
This table only records the essential conversation fields. There are separate tables for conversation data and conversation participants.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
conversation_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | |
room_id (reserved for future) | FK, NULL | [nvarchar](50) | [varchar](50) | Identifies the room this conversation is a part of. Currently, null since a conversation is not a part of any room. |
customer_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the customer with whom this conversation is associated. |
customer_name | NOT NULL | [nvarchar](50) | [varchar](50) | Records the customer name with whom this conversation is associated. |
start_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this conversation was started. |
end_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this conversation was ended. |
conversation_duration | NOT NULL | [int] | [INT] | Records the value of total duration of this conversation i.e. end_time minus start_time |
bot_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifier of the bot who was a participant of this conversation. |
task_state | NULL | [varchar](50) | Records the state of conversation i.e. ACTIVE, CLOSED | |
reason_code | NULL | [varchar](50) | Records the reason code of conversation i.e. DONE, AGENT_LOGOUT, CANCELED, NO_AGENT_AVAILABLE, RONA, NULL | |
disposition | NOT NULL | [nvarchar](20) | [varchar](20) | This is the reason why the conversation was closed. The details can be referenced from the document Task Reason Codes There can be multiple tasks created for a conversation. We will sort these tasks w.r.t the date and time and see the latest ones. The disposition will be considered on last task. |
direction | NOT NULL | [nvarchar](20) | [varchar](20) | Records the direction of conversation i.e. INBOUND/OUTBOUND. There can be multiple channel sessions (INBOUND/OUTBOUND) in a conversation. We'll consider the conversation's direction based on the first channel session's direction in a conversation. |
conversation_data
A conversation can have key-value pairs to record any arbitrary additional data required. This is known as the conversation data. A single key-value pair for a conversation is inserted as one record in this table.
See Conversation Data for more details.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
conversation_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the conversation for which this conversation data record is inserted |
key | NOT NULL | [nvarchar](50) | [varchar](50) | Any alphanumeric value |
value | NOT NULL | [nvarchar](100) | [varchar](100) | Any alphanumeric value |
conversation_participant
Conversation participants are the participants that take part in a conversation. For example , customers, bots and agents. Each record in the table represents a Conversation Participant.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | A unique identification of a participation by agent/customer/bot etc. |
participant_id | NOT NULL | [nvarchar](50) | [varchar](50) | Unique id (Customer ID/ Bot ID / Agent ID) to identify a participant. |
conversation_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the conversation this participant is part of. |
participant_role (AGENT | CUSTOMER | EXTERNAL) | NOT NULL | [nvarchar](30) | [varchar](30) | Indicates the role of a participant in the conversation
|
record_creation_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when the record is created in source DB i.e. MongoDB |
wrapup_detail
A conversation's wrap-up details are recorded in this table.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
wrapup_time | NOT NULL | [DateTime] | [DateTime](3) | Records the time when the wrap-up was applied. |
conversation_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the conversation to which the wrap-up was applied |
wrapup_label | NULL | [nvarchar](50) | [varchar](50) | The wrap-up label for the applied wrap-up |
category_name | NULL | [nvarchar](50) | [varchar](50) | Records the wrap-up category |
agent_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the agent who did the wrap up on the associated conversation |
notes | NULL | [nvarchar](350) | [varchar](350) | Optional notes entered by agents while applying wrap up to a conversation |
record_creation_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when the record is created in source DB i.e. MongoDB |
Room (reserved for future)
room
A room is a group of customers conversing among each other and with the system entities like a bot or human agents. One customer participating in a room is inserted as one record in this table
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
room_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique id to identify the room |
customer_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies a customer participating in this room |
creation_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is created in this table. |
Bots
bot
This table records the details of a bot configured in the system by the admin. One bot's details are added as a single record in this table
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
bot_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique id of identifying the bot |
bot_name | NOT NULL | [nvarchar](50) | [varchar](50) | Records the name of the bot. |
created_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is created. |
updated_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is updated. |
is_deleted | NOT NULL | [bit] | [TINYINT](1) | Indicates the bot has been deleted from the system.(Used for soft deletion) |
Agents and States
agent
This table records the details of an agent. One agent's details are inserted as a single record in the table.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
agent_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique id to identify this agent |
agent_name | NOT NULL | [nvarchar](100) | [varchar](100) | Records the agent name |
username | NOT NULL | [nvarchar](100) | [varchar](100) | The agent's unique username is logged. |
agent_extension | NULL | [nvarchar](10) | [varchar](10) | Records the agent's extension |
team_id (reserved for future) | FK, NULL | [nvarchar](50) | [varchar](50) | Identifies the team this agent is part of. This field is currently null since teams are not yet set up |
created_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is created. |
updated_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is updated. |
is_deleted | NOT NULL | [bit] | [TINYINT](1) | Indicates the agent has been deleted from the system. (Used for soft deletion) |
agent_mrd_state
This table records the details of an agent's MRD state at a particular instance. Each time an agent changes its state on the MRD, a new record is inserted into this table.
Learn more about Agent MRD state transitions
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
login_date_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when MRD state changed to login. |
agent_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the Agent whose Agent MRD state is recorded here |
mrd_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the MRD this MRD state is associated to |
agent_mrd_state | NOT NULL | [nvarchar](20) | [varchar](20) | Records the MRD state. For example 'READY', 'ACTIVE' etc. |
duration | NOT NULL | [int] | [INT] | The length of time MRD spent in the specified state as recorded in the "agent_mrd_state" column. Note: When the duration value is "-1" , it indicates that the MRD is presently in its current state and has not transitioned to the succeeding state yet. |
state_change_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when the MRD state was changed |
agent_state
This table records the details of an agent's state at a particular instance. For example, if this agent's state is 'READY' then 'NOT_READY' and then 'READY' again, three records will be inserted into the table.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
login_date_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when MRD state changed to login. |
agent_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the agent whose Agent state is recorded here. |
agent_state | NOT NULL | [nvarchar](20) | [varchar](20) | Records the Agent state value. For example, 'READY', 'NOT_READY', 'LOGOUT' etc. |
reason_code | NULL | [nvarchar](100) | [varchar](100) | Records the reason why agent switched to NOT_READY or LOGOUT state. For example , SHORT_BREAK , TIME_OFF etc |
duration | NOT NULL | [int] | [INT] | The length of time agent spent in the specified state as recorded in the "agent_state" column. Note: When the duration value is "-1", it indicates that the Agent is presently in its current state and has not transitioned to the succeeding state yet. |
state_change_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when the Agent state was changed. |
agent_team (reserved for future)
A team is a list of agents that are grouped together to be managed by a contact center supervisor.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
team_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique id to identify this team. ETL job will put dummy values. |
team_name | NOT NULL | [nvarchar](50) | [varchar](50) | Records the team name, any alphanumeric value |
description | NULL | [nvarchar](100) | [varchar](100) | Records a short description of this team's value proposition |
created_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is created. |
updated_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is updated. |
is_deleted | NOT NULL | [bit] | [TINYINT](1) | Indicates the team has been deleted from the system. (Used for soft deletion) |
Routing
queue
This table records the properties of a routing queue. Whenever a human agent is required for a conversation, a request to assign an agent is created by the system and offered to a precision queue.
To learn more about queues, see precision routing
Also, see Unified Admin Guide to learn more about each queue properties listed below
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
queue_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique Id to identify this queue |
queue_name | NOT NULL | [nvarchar](50) | [varchar](50) | Records the queue name, any alphanumeric string |
sl_type | NOT NULL | [int] | [INT] | Service level type can have the following values 1 = Ignore Abandoned Chats 2 = Abandoned Chats have a Negative Impact 3 = Abandoned Chats have a Positive Impact |
sl_threshold | NOT NULL | [int] | [INT] | Indicates the number of seconds in which a request must be routed to an agent |
created_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is created. |
updated_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is updated. |
is_deleted | NOT NULL | [bit] | [TINYINT](1) | Indicates that the queue has been deleted from the system.(Used for soft deletion) |
agent_task
Whenever a conversation needs a human agent, Expertflow CX creates an agent task to be routed to an agent.
This is also true when a conversation is re-queued to the queue for whatever reasons, say, RONA occurred, no agents were available or agent got logged out.
This means that a conversation can have multiple agent tasks created for each agent joining the conversation.
This table keeps the details of an agent task whenever a new task is created for a conversation.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
agent_task_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique id to identify this task |
conversation_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Identifies the conversation this task is created for |
agent_id | FK, NULL | [nvarchar](50) | [varchar](50) | Identifies the agent which was assigned to this task. If the task was ended while in the queued state then this field is null |
task_queue_time | NULL | [DateTime] | [DateTime](3) | Records the date and time when the task is offered to a routing queue like in case of PUSH mode routing. This field is NULL in following cases :
|
task_reserved_time | NULL | [DateTime] | [DateTime](3) | Records the date and time when an agent is reserved for this task. This field is NULL in following cases :
|
task_answered_time | NULL | [DateTime] | [DateTime](3) | Records the date and time when the reserved agent accepts the task. This field is null if the agent never answered the task. For example in following cases :
|
queue_id | FK, NULL | [nvarchar](50) | [varchar](50) | Identifies the queue in which this task is enqueued for routing. This field is NULL in following cases :
|
task_queue_duration | NOT NULL | [int] | [INT] | For PUSH mode routing , it will record the task_reserved_time minus task_queue_time value. It will be 0 in following cases :
|
task_alert_duration | NOT NULL | [int] | [INT] | For PUSH mode routing , it will record the task_answered_time minus task_reserved_time value. It will be 0 in following cases :
|
task_end_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when the task was ended/closed. |
task_disposition | NOT NULL | [nvarchar](30) | [varchar](30) | This is basically the reason why the task was ended.
|
record_creation_time | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when the record is created in source DB i.e. MongoDB |
wrapup_duration (future use) | NOT NULL | [int] | [INT] | |
mrd_id | FK, NULL | [nvarchar](50) | [varchar](50) | Unique Id to identify the MRD through which this task is created. |
task_direction | NOT NULL | [nvarchar](50) | [varchar](50) | This records the direction how the task was created. The directions can be one of the following.
|
task_mode | NOT NULL | [nvarchar](50) | [varchar](50) | This records the mode how the task was created. The mode can be one of the following.
|
routing_mode | NOT NULL | [nvarchar](50) | [varchar](50) | This records one of the following outing modes.
|
channel_session_id | NOT NULL | [nvarchar](50) | [varchar](50) | A unique identifier for this channel session is associated with this task. |
list_id | NULL | [nvarchar](50) | [varchar](50) |
media_routing_domain
This table records the properties of a media routing domain (MRD.) .
To learn more about queues, see Channel Categories (Media Routing Domains)
Also, see the Unified Admin Guide to learn more about each MRD properties listed below
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
mrd_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique Id to identify this MRD. |
mrd_name | NOT NULL | [nvarchar](50) | [varchar](50) | Records the MRD name, any alphanumeric string |
description | NULL | [nvarchar](250) | [varchar](250) | Short description of the media routing domain |
max_task_request | NOT NULL | [int] | [INT] | This is the max tasks that the MRD can receive. |
is_interruptible | NOT NULL | [bit] | [TINYINT](1) | Tells whether a conversion of a specific media domain can be interrupted at the agent's end by a higher priority conversation. For instance, a chat conversation on WhatsApp can be interrupted by a voice call. On the contrary an ongoing voice call cannot be interrupted by a chat request. |
is_managed_by_re | NOT NULL | [bit] | [TINYINT](1) | When the value is true, it indicates that the Routing Engine is responsible for managing this MRD. Conversely, if the value is false, it means that other sources, such as Cisco, are in charge of managing this specific MRD. |
created_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is created. |
updated_at | NOT NULL | [DateTime] | [DateTime](3) | Records the date and time when this record is updated. |
is_deleted | NOT NULL | [bit] | [TINYINT](1) | Indicates that the queue has been deleted from the system.(Used for soft deletion) |
IVR
ivr
This table records the properties of an IVR.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
conversation_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | |
help_line | NULL | [nvarchar](50) | [varchar](50) | |
start_date_time | NULL | DATETIME | DATETIME | |
caller_number | NULL | [nvarchar](20) | [varchar](20) | |
main_menu_selection | NULL | [nvarchar](20) | [varchar](20) | |
sub_menu_option_selected | NULL | [nvarchar](20) | [varchar](20) | |
journey | NULL | [nvarchar](250) | [varchar](250) | |
selection | NULL | [nvarchar](250) | [varchar](250) | |
duration | NOT NULL | INT | INT | |
language | NULL | [nvarchar](20) | [varchar](20) | |
call_id | NOT NULL | [nvarchar](50) | [varchar](50) | |
end_date_time | NULL | DATETIME | DATETIME | |
start_direction | NULL | [nvarchar](50) | [varchar](50) | |
call_disposition | NULL | [nvarchar](50) | [varchar](50) | |
record_creation_time | NOT NULL | DATETIME | DATETIME |
LIST
list
This table records the properties of a routing queue. Whenever a human agent is required for a conversation, a request to assign an agent is created by the system and offered to a precision queue.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
list_id | PK, NOT NULL | [nvarchar](50) | [varchar](50) | |
list_name | NOT NULL | [nvarchar](50) | [varchar](50) | |
created_at | NOT NULL | DATETIME(3) | DATETIME(3) | |
updated_at | NOT NULL | DATETIME(3) | DATETIME(3) | |
is_deleted | NOT NULL | BOOLEAN | BOOLEAN |
conversation_hold_resume
This table records the properties of conversations that were held and later resumed, capturing key details such as the time of hold and resume events, and the agent or channel session interaction involved.
Field | Constraints | Data type (MsSQL) | Data type (MySQL) | Description |
---|---|---|---|---|
conversation_id | FK, NOT NULL | [nvarchar](50) | [varchar](50) | Unique identifier for the conversation, linking it to the main conversation table. |
conversation_state | NOT NULL | [nvarchar](50) | [varchar](50) | Indicates the current state of the conversation (e.g., HOLD, RESUMED). |
agent_id | NULL | [nvarchar](50) | [varchar](50) | Identifier for the agent involved in the conversation, if applicable. |
event_timestamp | NOT NULL | DATETIME(3) | DATETIME(3) | Timestamp of the hold or resume event in the conversation. |
channel_session_id | NOT NULL | [nvarchar](50) | [varchar](50) | Unique identifier for the communication session related to the conversation. |
record_creation_time | NOT NULL | DATETIME(3) | DATETIME(3) | Timestamp indicating when the record was created in the source i.e mongoDB |
Key Reporting Concepts
Handled Conversation | A conversation is set to be "Handled" when the disposition of the last task in the conversation is set to CLOSED, with reason code DONE. |
---|---|
Abandoned Conversation | A conversation is considered as abandoned when the customer leaves while waiting in the queue or on ringing (agent alerting). In this case, the agent task in the conversation will be closed with the state CLOSED, with reason code CANCELLED. |
Service Level Agreement % (SLA%) | Service level measures the percentage of incoming conversations that an agent answers within the specified Service Level (SL) threshold defined in the queue configurations. The service level threshold timer starts as soon as the conversation is queued to a precision queue. The service level threshold is the number of seconds you set as a goal for connecting a conversation with an agent. For example, your goal might be to answer 80% of conversations within two minutes. In this case, you would set the service level threshold to 120 seconds. Reports show you the percentage of conversations that are answered within that time threshold, enabling you to see whether you are meeting your goal. |
AnsweredWithinSL | When a conversation is queued and accepted by agent within SL threshold, it is said to be answered within the Service Level. |
AnsweredAfterSL | When a conversation is queued and accepted by agent after SL threshold, it is said to be answered after the Service Level. |
AbandonedWithinSL | When a conversation is queued and gets abandoned within SL threshold,, it is said to be abandoned within the Service Level. |
AbandonedAfterSL | When a conversation is queued and gets abandoned after SL threshold,, it is said to be abandoned after the Service Level. |
OfferedWithinSL | The sum of AnsweredWithinSL and AbandonedWithinSL is said to be offered within SL. |
Service Level calculations | The calculations for service level are based on the Service Level Type defined in the queue configuration. There are three possible Service Level Types:
|
Note :
Consult SLA Calculations for further details.