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 EMAIL	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