Recent Conversations Active

This grid displays detailed information about conversations that have already finished. In some cases, the same agent may appear more than once. This happens when the agent participates in the conversation multiple times in certain scenarios.

Columns

  • Conversation ID – The unique identifier for the conversation.

  • Customer Connected Time – The total amount of time a customer session was connected.

  • 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).

  • Disconnect Type – Defines, who ended the conversation (e.g., agent, customer).

  • Duration – Total duration of the conversation from start to end in milliseconds.

  • End Time – The time when the final wrap-up was completed for the conversation.

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

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

  • 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.

  • Total Handle Time – The total amount of time an agent spent on an interaction, including time spent contacting, time spent dialing, talk time, hold time, and after-call work.

  • Total IVR Time – The total amount of time spent in IVR.

  • Total Queue Time – The total amount of time spent waiting in the queue before an interaction was answered, abandoned, or flowed out of the queue.

  • Wrap-Up Code – The disposition code the agent selected to categorize the call.

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.