Current Conversations Active

This grid displays detailed information about conversations that are currently in progress. For consults or conferences, the same conversation is shown once for each participating agent.

Columns

  • Customer Contact – The contact information (e.g., phone number, email) of the customer.

  • Customer Name – The name of the customer.

  • Direction – The direction of the conversation (e.g., inbound, outbound).

  • Duration – Total duration of the conversation from start to now in seconds.

  • Last Queue ID – The ID of the last queue the conversation was routed to.

  • Last Queue Name – The name of the last queue the conversation was routed to.

  • Last State Change Since – The time when the state of the conversation was last changed.

  • Last State Duration – Total duration of the last state of the conversation in seconds.

  • Media Type – The type of media used in the conversation (e.g., voice, chat).

  • Offered Time – The time when the offering event was initiated.

  • Participant ID – The unique identifier for the participant in the conversation.

  • Start Time – The time when the conversation was initiated.

  • State – The current state of the conversation.

  • User ID – The ID of the last user who handled the conversation.

  • User Name – The name of the last user who handled the conversation.

Calculation Parameters

The Grid function has these optional parameters:

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

  • Skill – Allows you to select from a list of skills.