Recent Activity Multichannel

NameDescriptionTypeFormatSectionFilterFieldCalculation
Interaction IDUnique identifier for InteractionsStringVoice ContactsNoDimension
Contact IDUnique identifier for ContactsStringVoice ContactsNoDimension
Company NumberWhen the number the contact person dialed (an Inbound direction), or the phone number from where the contact was initiated (an outbound direction)String"""+##########"" "Voice ContactsNoDimension
Contact Person NumberThe number the contact person dialed from (an inbound direction), or the number dialed to reach the contact person (an outbound direction)String"""+##########"" "Voice ContactsNoDimension
DirectionIf the contact is inbound or outboundStringVoice ContactsNoDimension
Contact TypeContacts can be: answered (inbound), missed (inbound), abandoned (inbound), short-abandoned, (inbound)
and voicemail (inbound)

Example: The Assign & Dial lead to a voicemail component. It doesn’t guarantee that in fact a voicemail was left by the contact person. The contact ends once the transition to voicemail is done (and the agent has finished his ACW)
connected (outbound)
not connected (outbound)
StringVoice ContactsNoDimension
Started AtContact timestamp record regardless of the direction (inbound or outbound)Date timeyyyy-mm--dd hh:mm:ssVoice ContactsYesDimension
Finished AtThe date time record of when the contact endedDate timeyyyy-mm--dd hh:mm:ssVoice ContactsNoDimension
Ring GroupsThe ring group (queue) where the contact was assigned to at the assignment moment. All Ring Groups of the account will appear listed regardless of having data or not for the timeframe filteredStringVoice ContactsNoDimension
User NameThe agent that answered (an inbound call) the contact or that initiated (an outbound call) the contactStringVoice ContactsNoDimension
Team NameName of the agent's team that handled the contactStringVoice ContactsNoDimension
Total Duration - secondsThe total duration of the contact from the time a contact is made or received, to when it is completed, in secondsNumberVoice ContactsNoMeasure
Contact IDUnique identifier for ContactsStringDigital ContactsNoDimension
Channel TypeThe contact's channelStringDigital ContactsNoDimension
Touchpoint IdentifierAgent value of contact (+351 12345678, www.talkdesk.com, [email protected], etc) For chat, it will show the domain or domain friendly name of the websiteStringDigital ContactsNoDimension
Contact Person Channel IdentifierContact person value of contact (+351 12345678, [email protected], etc) In case of chat, it will be the URL of the visitor when he started the conversationStringDigital ContactsNoDimension
DirectionIf the interaction is inbound or outboundStringDigital ContactsNoDimension
Contact Started AtTimestamp of the beginning of the contactDate timeyyyy-mm-dd hh:mm:ssDigital ContactsYesDimension
Contact Assigned AtTimestamp of the assignment of the contactDate timeyyyy-mm-dd hh:mm:ssDigital ContactsNoDimension
Contact Finished AtTimestamp of the end of the contactDate timeyyyy-mm-dd hh:mm:ssDigital ContactsNoDimension
QueuesList of the ring groups that were assigned to the conversation:
- Simplified routing (queues inherited
from the touchpoint)
- Advanced routing (queues defined on the Reporting component or on the Assign agents to Message component)
StringDigital ContactsNoDimension
Is Virtual AgentIdentifies if the contact was handled by a virtual agentBooleanYes/NoDigital ContactsNoDimension
User NameThe user's name (Agent, Admin, Sup)StringDigital ContactsNoDimension
Contact DurationDuration between the Contact Started and FinishedNumberDigital ContactsNoMeasure
Inbound Calls AnsweredThe number of received inbound calls by your team/contact center that were placed by contact peopleNumberInbound Voice Interactions TypeNoMeasureCOUNT of all calls which call type = inbound
Inbound Calls MissedThe number of inbound calls to your call center that were missed by your team. This includes calls that were missed during business hours as well as outside business hours. This also includes calls that were disconnected before an agent was routed the call, as well as calls that were routed to an agent, but the agent either did not answer or rejected the call.NumberInbound Voice Interactions TypeNoMeasureCOUNT of call type = missed AND business hours = true + false
Inbound Calls AbandonedThe number of inbound calls to your call center where the caller hung up before they were routed to an agent. If a caller disconnects while they are in the IVR, listening to a message or in a waiting queue, the call is considered abandonedNumberInbound Voice Interactions TypeNoMeasureCOUNT of call type = abandoned
Inbound Calls Short AbandonedThe number of inbound calls to your call center where the caller hung up before they were routed to an agent. If a caller disconnects while they are in the IVR, listening to a message or in a waiting queue, the call is considered abandonedNumberInbound Voice Interactions TypeNoMeasureCOUNT of call type = short-abandoned
Inbound Calls VoicemailThe total number of inbound calls that reached your call center during a selected time frame and that went to voicemailNumberInbound Voice Interactions TypeNoMeasureCOUNT of calls which call type = voicemails
Average Wait TimeThe average amount of time inbound callers waited in queues before someone on your team answered their callTime in seconds##:##:##Inbound Voice Interactions MetricsNoMeasureAVG waiting time for calls which call type = inbound
Longest Wait TimeThe longest time a caller waited in your queue before someone on your team answered their callTime in seconds##:##:##Inbound Voice Interactions MetricsNoMeasureMAX waiting time for calls which call type = inbound
Total Wait TimeTotal time callers waited for their call to be answered (only for inbound and missed calls)Time in seconds##:##:##Inbound Voice Interactions MetricsNoMeasure=sum(wait time in seconds)
Average Talk TimeThe average talk time of all inbound calls that were answered by your teamTime in seconds##:##:##Inbound Voice Interactions MetricsNoMeasureAVERAGE talk time for calls which call type = inbound answered
Longest Talk TimeThe talk time of the inbound answered call that lasted the longestTime in seconds##:##:##Inbound Voice Interactions MetricsNoMeasureMAX duration for calls which call type = inbound answered
Total Talk TimeThe total talk time of all inbound answered calls that were answered by your teamTime in seconds##:##:##Inbound Voice Interactions MetricsNoMeasureSUM talk time for calls which call type = inbound answered
Average Holding TimeThe average time callers were put on hold by the agentTime in seconds##:##:##Inbound Voice Interactions MetricsNoMeasureAVG on hold time for calls which call type = inbound
Longest Holding TimeThe longest time a caller was put on hold by the agentTime in seconds##:##:##Inbound Voice Interactions MetricsNoMeasureMAX on hold time for calls which call type = inbound
Abandon RateThe amount of all the offered calls that were abandoned. Does not count with short abandoned when enabledPercentageInbound Voice Interactions MetricsNoMeasureCOUNT call type = abandoned / COUNT call type = inbound + missed + abandoned + short abandoned + voicemail
Average Abandon TimeAverage time contact waited before hanging up

Note: Short Abandon calls are excluded from these metrics when this filter is enabled for the account or a specific number
Time in seconds##:##:##Inbound Voice Interactions MetricsNoMeasureAVG duration of call type = abandoned AND hangup = waiting
Service LevelPercentage of calls missed or answered before the pre-defined threshold for the selected time frame. It is only calculated for events during business hoursPercentageInbound Voice Interactions MetricsNoMeasureCOUNT of business hours = TRUE (waiting time =< [define threshold] (call type = inbound AND call type = missed))*100
Outbound Connected CallsCalls initiated by the agent with a successful connection

Calls can be placed from dedicated lines or from general Talkdesk Numbers (outbound caller IDs, both automatic and customizable)
NumberOutbound Voice Interactions TypeNoMeasureCOUNT of all calls which call type = connected
Outbound Not Connected CallsCalls that are hung up by the agent before the call is connected to voicemail or the customer

Connection timed-out and call was not connected to the customer or voicemail
NumberOutbound Voice Interactions TypeNoMeasureCOUNT of all calls which call type = not connected
Average DurationAverage time (from start to end event) for outgoing answered calls (call type outbound)Time in secondsOutbound Voice Interactions MetricsNoMeasureAVG duration of call type = outbound
Longest DurationLongest time (from start to end event) for outgoing answered calls (call type outbound)Time in secondsOutbound Voice Interactions MetricsNoMeasureMAX duration of call type = outbound
Total DurationTotal time (from start to end event) of all outgoing answered calls (call type outbound)Time in secondsOutbound Voice Interactions MetricsNoMeasureSUM duration of call type = outbound
Total Chat Messaging InteractionsTotal number of chat interactions regardless of their statusNumberDigital Interactions by ChannelNoMeasure
Total Email Messaging InteractionsTotal number of email interactions regardless of their statusNumberDigital Interactions by ChannelNoMeasure
Total SMS Messaging InteractionsTotal number of SMS interactions regardless of their statusNumberDigital Interactions by ChannelNoMeasure
Total Digital Interactions OpenNumber of open interactionsNumberDigital Interactions by ChannelNoMeasure
Total Digital Interactions ClosedNumber of closed interactionsNumberDigital Interactions by ChannelNoMeasure
Total Inbound Digital InteractionsNumber of Inbound InteractionsNumberDigital Interactions by ChannelNoMeasure
Total Outbound Digital InteractionsNumber of Outbound InteractionsNumberDigital Interactions by ChannelNoMeasure
Agent NameThe agent's nameStringAgent StatusNoDimension
EmailThe agent's emailStringAgent StatusNoDimension
Team NameTeam to which the agent belongs at a finished timestamp eventStringAgent StatusNoDimension
StatusThe default or custom status the report line is referring toStringAgent StatusNoDimension
Status Start TimeStatus started timestampDate timeAgent StatusYesDimension
Status End TimeStatus finished timestampDate timeAgent StatusNoDimension
Status durationTime spent in status per agentTime in secondsAgent StatusNoMeasure'=status_finished-status_started