Task Trace

The Task Trace report is an Interactive Report that provides a detailed, task-level view of individual interactions within the selected time period. It focuses on tracing single tasks end-to-end, including timing, routing, queue assignment, agent involvement, and basic customer-related attributes.

This report is primarily intended for detailed investigation, troubleshooting, and audit-style analysis of specific interactions.

Available Pages

The Task Trace report consists of the following page:

  • Overview

Overview

The Overview page displays a detailed table containing individual task records.

It includes:

  • Task start and end timestamps

  • Total task duration

  • Communication channel

  • Interaction direction (inbound / outbound)

  • Queue routing information

  • Assigned agents

  • Customer phone number and email (where available)

  • Additional customer-related identifiers

The table supports sorting and filtering, allowing users to quickly locate specific interactions based on time, queue, agent, or channel.

At the bottom of the page, action buttons allow switching between simplified and detailed task trace views, enabling different levels of inspection depending on the analysis needs.

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Notes

  • This is an Interactive Report

  • All data respects the applied filters

  • The report is optimized for detailed task-level analysis rather than aggregated KPIs

  • Exporting follows standard Power BI export behavior