Customer Omnichannel Report
The Customer Omnichannel Report is only available for accounts that have Talkdesk Retail Experience Cloud enabled.
These are the available filters in the Customer Omnichannel Report:
- Date
- Timezone
- Agent Name
- Contact
- Customer ID
- Customer Name
- Interaction Type
- Disposition Name
- Groups
| Metric Name | Description | Calculation | Metric Type | Perspective |
|---|---|---|---|---|
| Date / Time | The date and time of when the interaction started. | No calculation | Date time | |
| End Date / Time | The date and time of when the interaction end. | No calculation | Date time | |
| Interaction ID | The unique identification of the interaction/ attempt. | No calculation | String | |
| Customer ID (External Entity ID) | Customer unique identification number. | No calculation | String | Caller |
| Customer Name (External Entity Name) | Caller Name. | No calculation | String | Caller |
| Contact ID | The ID that identifies the caller contact in Talkdesk. | No calculation | String | Caller |
| Contact | The contact used by the caller. | No calculation | String | Caller |
| Agent Type | The type of agent that answered the interaction (can be User or Copilot). | No calculation | String | Agent |
| 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 |
| 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 Type | The type of interaction can be Voice or Digital: show the channel type (SMS, Chat, Email, Facebook, WhatsApp, Digital Connect). | 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: VOICE CHAT SMS | No calculation | String | |
| Interaction Status | The interaction status: ANSWERED FINISHED MISSED ASSIGNED INITIATED ESCALATED OFFERED UNASSIGNED | No calculation | String | |
| Disposition Name | The call disposition added by the agent at the end of a call, 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 | |
| Waiting Time | How long the caller 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 |
| Transcription / Recording | The link to the interaction recording or transcription. | No calculation | String (URL) | |
| Notes | Disposition Notes. | No calculation |
Updated about 2 months ago