Insurance Omnichannel Interactions Report

The Insurance Omnichannel Interactions Report is only available for accounts that have Talkdesk Financial Services Experience Cloud for Insurance enabled.

These are the available filters in the Insurance 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	Unique identifier in the system of record.	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
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