Banking Omnichannel Interactions Report
The Banking Omnichannel Interactions Report is only available for accounts that have Talkdesk Financial Services Experience Cloud for Banking enabled.
These are the available filters in the Banking Omnichannel Interactions report:
- Date
- Timezone
- Agent Name
- Contact
- External ID
- Name
- Interaction Type
- Disposition Name
- Groups
| Metric Name | Description | Calculation | Metric Type | Perspective |
|---|---|---|---|---|
| Agent ID | Agent unique identification number. | No calculation | String | Agent |
| Agent Name | The name of the agent who answered the interaction. The name of the last agent who answered the call is the one displayed. | No calculation | String | Agent |
| Agent Type | The type of agent that answered the interaction (can be User or Virtual Agent). | No calculation | String | Agent |
| Contact | The contact used by the caller. | No calculation | String | Caller |
| Contact ID | The ID that identifies the caller contact in Talkdesk. | No calculation | String | Caller |
| Date/Time | The date and time of when the interaction started. | No calculation | Date time | |
| Date of Birth | The date of birth of the External Member. | No calculation | String | Caller |
| Disposition Name | The call disposition added by the agent at the end of the interaction, if applicable. | No calculation | String | |
| Duration | The total duration of the interaction/ attempt. The time spent in "After Call Work time" is not included. | Calculated on Flink Job = Status_finished - status_started | Number in seconds | |
| End Date/Time | The date and time of when the interaction ended. | No calculation | Date time | Agent |
| External ID (typically this will be the fsi_member_id) | Client/Member unique identifier in the banking core | No calculation | String | Caller |
| Groups | This identifies the group that the agent belongs to: - If the Interaction Type = voice: ring group. - If the Interaction Type = digital: queue. - If more groups come during the call, this field will have them split with a comma. | No calculation | String | Agent |
| Interaction Direction | Interaction Direction (inbound and outbound). | No calculation | String | |
| Interaction ID | The unique identification of the interaction/ attempt. | No calculation | String | |
| Interaction Status | The interaction status: - Voice: missed, voicemail, abandoned, answered, and successful. - Digital: started or finished. | |||
| Interaction Type | The type of interaction can be Voice or Digital: show the channel type (SMS, Chat, Email, Facebook, WhatsApp, Digital Connect). | No calculation | String | |
| Disposition Name | The call disposition added by the agent at the end of a call, if applicable. | No calculation | String | |
| Name | Name of the client or member in the banking core. | No calculation | String | Caller |
| Notes | Disposition Notes. | No calculation | ||
| Transcription / Recording | The link to the interaction recording or transcription. | No calculation | String (URL) | |
| Waiting Time | How long the contact waited for their interaction to be answered or to go to voicemail, in seconds. Does not include IVR nor voice prompts, but includes ringing time and other duration of pre-queue events. | Calculated on Flink Job = status_answered - status_started | Number in seconds | Queue |
Updated 4 months ago