KPI Reference
Session Summary
Available for Static Reports only.
Each record contains details for a completed session (live or non-live).
Data items for the Session Summary category are listed below.
Some values are extracted from parameters of the Session Data [IZ] message, as indicated below.
Expand the following groupings to view the data items:
Adhoc Call
| Item Label |
Description |
Type |
| Adhoc Call
|
Whether this was an ad-hoc call |
boolean
|
Campaign
| Item Label |
Description |
IZ param |
Type |
| Campaign
|
The campaign with which this session is associated. |
CN
|
string
|
Chat Response Time
| Item Label |
Description |
Type |
| Chat Agent Average Response Time
|
The agent's average response time for a chat session. |
float
|
| Chat Agent First Response Time
|
The agent's first response time for a chat session. |
float
|
| Chat Customer Average Response Time
|
The customer's average response time for a chat session. |
float
|
Chat Occupancy (%)
| Item Label |
Description |
Type |
| Chat Session Occupancy Percent
|
The percentage of time this chat session was in focus. |
float
|
Conferencing (duration)
| Item Label |
Description |
IZ param |
Type |
| Conferencing Duration - Total
|
Total time in conference during a supervised transfer or 3 party conference. There may be multiple conferences accounted for. |
K2 |
int
|
Connected (duration)
| Item Label |
Description |
IZ param |
Type |
| Connected Duration - Total
|
Total time in 'connected to user' state (in direct conversation between the customer and a user). |
J8 |
int
|
Conversion
| Item Label |
Description |
IZ param |
Type |
| Conversion
|
A numeric value indicating the scale of the conversion or commitment. |
CO |
string
|
Dialing Method
| Item Label |
Description |
IZ param |
Type |
| Dialing Method
|
The dialing method used for this session. |
|
string
|
| Dialing Method Id
|
The ID of the dialing method used for this session. |
DM |
int
|
Disconnected (event)
| Item Label |
Description |
IZ param |
Type |
| Disconnected - Event
|
The timestamp for disconnection of the session from the user. |
Z5 |
date
|
Endpoint
| Item Label |
Description |
IZ param |
Type |
| Endpoint
|
The endpoint name. |
AN |
string
|
Endpoint Ready (event)
| Item Label |
Description |
IZ param |
Type |
| Endpoint Ready - Event
|
The timestamp for the user becoming ready to handle sessions. For preview campaigns with breather time, the timestamp of starting breather. |
Z0 |
date
|
Has Wait
| Item Label |
Description |
IZ param |
Type |
| Has Wait
|
The session contained a 'wait' event |
|
int
|
ISDN/ SIP Clearing ID
| Item Label |
Description |
IZ param |
Type |
| ISDN/ SIP Clearing ID
|
The SIP or ISDN clearing ID. |
IR |
int
|
Is Inbound
| Item Label |
Description |
IZ param |
Type |
| Is Inbound
|
The session was inbound. |
|
int
|
Is Outbound
| Item Label |
Description |
IZ param |
Type |
| Is Outbound
|
The session was outbound. |
|
int
|
List ID
| Item Label |
Description |
IZ param |
Type |
| List Id
|
The ID of the contact list associated with this session. |
LI |
string
|
Media Type
| Item Label |
Description |
IZ param |
Type |
| Media Type
|
The type of the media session (e.g. voice, chat, email, etc). |
MT |
string
|
Offered Agents
| Item Label |
Description |
IZ param |
Type |
| Offered Agents
|
The agent (or list of agents) to whom the inbound on-hook call was offered. |
|
string
|
Offering (duration)
| Item Label |
Description |
IZ param |
Type |
| Offering Duration - Total
|
Total time in 'offering' state, awaiting user acceptance. For inbound, there may be several offers before acceptance. For outbound, there will be only one, which should succeed or fail almost immediately. |
J7 |
int
|
Hold
| Item Label |
Description |
IZ param |
Type |
| Has Hold
|
The session contained a 'hold' event |
|
int
|
| On Hold Duration - Total
|
Total time in 'on hold' state, during this session. |
J9 |
int
|
On Mute (duration)
| Item Label |
Description |
IZ param |
Type |
| On Mute Duration - Total
|
Total time in 'muted' state (for one or more parties), during this session. |
K0 |
int
|
Outcomes
General Outcome Category
| Item Label |
Description |
IZ param |
Type |
| General Outcome Category
|
The code for the general outcome category to which the session belongs. Applies to both those agent-connected and non-agent-connected sessions. |
GC |
int
|
| General Outcome Category Name
|
The name of the general outcome category to which the session belongs. Applies to both those agent-connected and non-agent-connected sessions. |
GC |
string
|
Outcome Category
| Item Label |
Description |
IZ param |
Type |
| Outcome Category
|
The code for the outcome category to which the session belongs. Applies to both those agent-connected and non-agent-connected sessions. |
OC |
int
|
| Outcome Category Name
|
The name of the outcome category to which the session belongs. Applies to both those agent-connected and non-agent-connected sessions. |
OC |
string
|
Switch Outcome
| Item Label |
Description |
IZ param |
Type |
| Switch Outcome
|
The code for the session outcome as returned by the system, whether successful or not. Applies to both those agent-connected and non-agent-connected sessions. |
RE |
int
|
| Switch Outcome Description
|
The description of the session outcome as returned by the system, whether successful or not. Applies to both those agent-connected and non-agent-connected sessions. |
RE |
string
|
| Switch Outcome Name
|
The name of the session outcome as returned by the system, whether successful or not. Applies to both those agent-connected and non-agent-connected sessions. |
RE |
string
|
User Outcome
| Item Label |
Description |
IZ param |
Type |
| User Outcome
|
The code for the session outcome as chosen by the user. Applies only to agent-connected sessions. |
AO |
int
|
| User Outcome Description
|
The description of the session outcome as chosen by the user. Applies only to agent-connected sessions. |
AO |
string
|
| User Outcome Name
|
The name of the session outcome as chosen by the user. Applies only to agent-connected sessions. |
AO |
string
|
Phone Number
| Item Label |
Description |
IZ param |
Type |
| Phone Number
|
The telephone number. |
TN |
string
|
Previewing (duration)
| Item Label |
Description |
Type |
| Previewing Duration - Total
|
Total time in 'previewing' state (preview campaigns only). |
int
|
Queue
| Item Label |
Description |
IZ param |
Type |
| Queue
|
For inbound sessions, the queue to which this session belongs. |
GA |
string
|
Queueing (duration)
| Item Label |
Description |
IZ param |
Type |
| Queueing Duration - Total
|
The sum of J4 (connect signalled, parked) + J5 (enqueued) + J7 (offering). |
J4+J5+J7 |
int
|
Recording Filename
| Item Label |
Description |
IZ param |
Type |
| Recording Filename
|
The filename of the recording for this session. |
RF |
string
|
Ring
| Item Label |
Description |
IZ param |
Type |
| Has Ring
|
The session contained a 'ring' event |
|
int
|
| Ringing Duration - Total
|
From V10.7.1207 - Total time in 'ringing' state, before the call is accepted (inbound), connected or dropped (outbound). |
J1+J2+J3 |
int
|
Second Endpoint
| Item Label |
Description |
IZ param |
Type |
| Second Endpoint
|
When conferencing or transferring, the name of the endpoint receiving the request for transfer or conference. |
A2 |
string
|
Session
| Item Label |
Description |
IZ param |
Type |
| Session
|
The session Id. |
SI |
string
|
Session Started (event)
| Item Label |
Description |
IZ param |
Type |
| Session Started - Event
|
For outbound campaigns, the timestamp for the session being launched. For inbound queues, the timestamp of the session being queued. |
Z1 |
date
|
| Session Started Second
|
The second the session was launched/ queued. |
Z1 |
int
|
| Session Started Minute (UTC)
|
The minute the session was launched/ queued. |
Z1 |
int
|
| Session Started Hour (UTC)
|
The hour the session was launched/ queued. |
Z1 |
int
|
| Session Started Day (UTC)
|
The day the session was launched/ queued. |
Z1 |
int
|
| Session Started Month (UTC)
|
The month the session was launched/ queued. |
Z1 |
int
|
| Session Started Year
|
The year the session was launched/ queued. |
Z1 |
int
|
Success Rate
| Item Label |
Description |
IZ param |
Type |
| Success Rate
|
A numeric value indicating the success of the session. |
SR |
int
|
Talk
| Item Label |
Description |
IZ param |
Type |
| Has Talk
|
The session contained a 'talk' event |
|
int
|
| Talking Duration - Total
|
The duration between Agent Connect [AC] and Call Disconnect [CD] events |
Z5-Z4 |
int
|
Timestamp
| Item Label |
Description |
IZ param |
Type |
| Timestamp
|
The timestamp for this session summary event. |
TS |
date
|
Transfer Offering (duration)
| Item Label |
Description |
IZ param |
Type |
| Transfer Offering Duration - Total
|
Total time offering a transfer to a third party. There may be multiple transfers accounted for. |
K1 |
int
|
Transferred/ Disconnected (event)
| Item Label |
Description |
IZ param |
Type |
| Transferred/ Disconnected - Event
|
The timestamp when the first user who was connected to the session finishes with the session, whether by successful transfer or disconnection. |
Z8 |
date
|
User
| Item Label |
Description |
IZ param |
Type |
| User
|
The user ID. |
QI |
string
|
| User Description
|
The user Description. |
|
string
|
Wrap
| Item Label |
Description |
IZ param |
Type |
| Has Wrap
|
The session contained a 'wrap' event |
|
int
|
| Wrapping Duration - Total
|
The duration between Call Disconnect [CD] and Transaction Complete [TC] events |
Z6-Z5 |
int
|
| Wrap Borrowed Duration - Total
|
The amount of wrap time borrowed from this session for other call sessions. |
ZB |
date
|