Recent Tasks

The Recent Tasks Grid Functions display per-Task summary of the completed tasks. The display is limited to the tasks that were completed within the last hour.

Columns

  • Agent Id – The ID of the last agent the task was assigned to. Contains values of Agent Id type.

  • Agent Name – The name of the last agent the task was assigned to. Contains values of Agent Name type.

  • Channel Type – The type of channel associated with the queue the task is assigned to. Contains values of Channel Type type.

  • Conference Duration – The amount of time an agent spent in a conference with a caller and another agent.

  • Connected Duration – The duration of connected (talking) state within this interaction.

  • Consult Duration – The amount of time an agent spent consulting with another agent while handling a call.

  • Created Time – The time when the contact started.

  • Destination – The destination the customer contacted. For telephony, this is the number the contact called. For chat, this is chat template name where the chat takes place. For email, it is the email address contacted.

  • Ended Time – The time when the contact ended.

  • Hold Duration – The total duration for which a call was on hold.

  • Is Callback – Indicates whether the customer has requested a callback.

  • Is Outdial – The flag that indicates whether this was an outdial contact or not.

  • Is Within Service Level – The flag that indicates whether the call is within the service level threshold.

  • Last Wrapup Code Name – The wrapup code name that the agent gave for the interaction.

  • Origin – Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address.

  • Queue Duration – The amount of time that a contact spent in a queue waiting.

  • Queue Id – The ID of the last queue the task was assigned to. Contains values of Queue Id type.

  • Queue Name – The name of the last queue the task was assigned to. Contains values of Queue Name type.

  • Ringing Duration – The amount of time spent by the agent in the ringing state, during the session.

  • Task Id – The ID of the Task.

  • Team Id – The ID of the last team the task was assigned to. Contains values of Team Id type.

  • Team Name – The name of the last team the task was assigned to. Contains values of Team Name type.

  • Termination Reason – The reason for ending the call. The reason can be one of the following - Agent Left, Customer Busy, Customer Left, Customer Unavailable, Not Found, Participant Invite Timer Expired, etc.

  • Total Duration – The amount of time a customer was engaged in the session.

  • Wrapup Duration – The total time the agents spent in the Wrap-up state after handling interactions.

Calculation Parameters

The Grid function has these optional parameters:

  • Agents – Allows you to select from a list of Agent names.

  • Channel Type – Allows you to select from a list of Channel Types.

  • Is Callback – Allows you to select Yes or No to indicate whether the customer has requested a callback.

  • Is Outdial – Allows you to select Yes or No to indicate whether this was an outdial contact or not.

  • Is Within Service Level – Allows you to select Yes or No to indicate whether the call is within the service level threshold.

  • Queues – Allows you to select from a list of Queue names.

  • Teams – Allows you to select from a list of Team names.