Interaction Handling Attempt Details report
This page describes how you can use the Interaction Handling Attempt Details report to view a summary of segment-related details with regard to agent handling of contact center interactions, including data for all interaction types, but excluding extended facts associated with the interaction.
[+] Tip: How do I generate a report?
How do I generate a report?
The short answer is: Access Reporting in the Genesys PureEngage Cloud, open a report (from Document List > Interactive Insights > 8.x.x > <name of report>), and click Refresh All to populate the report. For more information, see How do I generate Historical Reports in Genesys PureEngage Cloud?.].
Viewing the Interaction Handling Attempt Details report
Use the Interaction Handling Attempt Details report to understand how much time was required to distribute interactions to agents, and how the agents participated in the interactions. The report summarizes segment-related details with regard to an agent’s handling of contact center interactions that are stored in the Info Mart INTERACTION_RESOURCE_FACT table, providing both the time that was required to distribute the interaction to the agent and data about the agent’s contiguous participation in the interaction. This report provides data for all interaction types and excludes extended facts that might be associated with the interaction, such as whether treatments were applied while the customer was waiting to be connected to the agent.
The “customer” in the CUSTOMER measures is the initiator of the interaction, and might not explicitly be a customer who is external to the contact center. For example, the customer of an internal interaction is the initiating agent.
You can obtain additional information about a particular interaction by clicking its ID. This hyperlink passes the value that you click and opens the Interaction Flow Report in a new browser window where you can view (among other information) the target and technical result of each interaction segment for that ID.
You can specify the Timestamp(s), Target Agent Group, Target Agent, Last VQueue, Customer ID, Source and Target addresses, Business Result, Customer Segment, Service Type, Service Subtype, Media Type, Interaction Type, and Interaction ID.
To get a better idea of what this report looks like, view sample output from the report:
Sample_Interaction_Handling_Attempt_Report.pdf
The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:
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[+] Prompts for the Interaction Handling Attempt Details report
Prompt Description Pre-set Day Filter Choose a day from the list of preset options. Target Agent Group Select one or more agent group(s) to include in the report. A value of ALL includes all agent groups that are defined in Genesys Info Mart for the given tenant. If you do not select a value, the report uses the value specified the previous time the report ran. The selections that you make at the Target Agent and Target Queue prompts are interdependent.
Target Agent Select one or more agent(s) to include in the report. A value of ALL includes all agents that are defined in Genesys Info Mart for the given tenant. If you do not select a value, the report uses the value specified the previous time the report ran. The selections that you make at the Target Agent and Target Queue prompts are interdependent.
Last VQueue Select the virtual queue to include in the report. From Select one or more source address(es) to include in the report. A value of ALL returns all source addresses that are stored in the Genesys Info Mart Interaction Resource Fact tables for the given tenant. To Select one or more target address(es) to include in the report. A value of ALL returns all target addresses that are stored in the Genesys Info Mart Interaction Resource Fact tables for the given tenant. Business Result Select one or more Business Results to display in the report. Default: ALL Customer Segment Select one or more customer-segment attribute(s) to include in the report. A value of ALL returns all configured customer segments that are defined for the given tenant. If you do not select a value, the reports include all customer segment values in the resultant set when the report is run. Service Type Select one or more service type(s) to include in the report. A value of ALL returns all configured service types that are defined for the given tenant. Service SubType Select one or more service subtype(s) to include in the report. A value of ALL returns all configured service subtypes defined for the given tenant. Media Type Select one or more Media Types to display in the report, for example, Voice, Email, and Chat. Default: ALL Interaction Type Select one or more Interaction Types to display in the report. Default: ALL Interaction ID Specify an Interaction ID on which to report. The default value, 0, returns all interaction IDs that satisfy the other report criteria. -
[+] Measures used in the Interaction Handling Attempt Details report
Measure Description Handling Attempt \ Interaction Handling Attempt ID The primary key of the INTERACTION_RESOURCE_FACT table. Handling Attempt \ Interaction Type The interaction type—for example, Inbound, Outbound, and Internal. Handling Attempt \ Customer ID The customer ID as it appears in an external CRM application. Handling Attempt \ Handling Attempt Start The moment when the resource began to participate in the interaction. Handling Attempt \ Handling Attempt End The moment when the resource's participation in the interaction ended. Business Attribute \ Service Type The type of service that was assigned to the interaction. Business Attribute \ Service Subtype The detailed type of service that the customer requested. Business Attribute \ Customer Segment The configured customer segment. Business Attribute \ Business Result The configured business result. Handling Attempt \ Routing Target Type The type of the routing target—for example, Agent, Place, Agent Group, Routing Point, and Queue Handling Attempt \ Routing Target The name of the agent group, place group, or skill expression that served as the target of the routing strategy. Handling Attempt \ Routing Target Selected The name of the DN group that is the target of the routing strategy. Handling Attempt \ Last IVR The name of the IVR in which the interaction traveled Handling Attempt \ Last VQueue The name of the last virtual queue in which the interaction traveled before it was handled. Handling Attempt \ Handling Resource The name of the queue, virtual queue, workbin, Interaction queue, IVR port, or agent. Handling Attempt \ Handling Resource Type The type of type of target—for example, Agent, Queue, and IVRPort. Handling Attempt \ Resource State The media-specific or detailed state of the resource—for example, Busy, Ready, NotReady, and AfterCallWork. Handling Attempt \ Technical Result The data disposition—its technical result and other aspects of the technical result —for example, Abandoned, Completed, Diverted, Pulled, and Transferred. Handling Attempt \ Technical Result Reason The reason for the technical result—for example, AbandonedWhileRinging, AnsweredByAgent, and RouteOnNoAnswer. Handling Attempt \ Technical Result Resource Role The role that is associated by the resource—for example, Puller, Received, and RoutedTo. Handling Attempt \ Technical Result Role Reason The reason of the resource role—for example, Conference-Initiator, ConferenceJoined, and PulledBackTimeout. Handling Attempt \ Response Time The time that elapsed, in seconds, before the customer received service or abandoned the interaction, including the time that the interaction spent in a queue (including routing points and non-self-service IVR ports) prior to abandonment or reaching a handling resource (agent or self-service IVR) as well as the alert duration at the resource prior to the interaction being accepted. Additionally, this measure includes the mediation duration of any immediate previous attempt to deliver the interaction that was redirected with a technical result of RoutedOnNoAnswer or Unspecified, as well as the alert duration that is associated with this attempt. Handling Attempt \ Queue Time The sum of the durations, in seconds, that interactions spent at ACD queue resources prior to arrival at the IRF resource. This duration excludes abandoned-while-queued interactions. Handling Attempt \ Routing Point Time The sum of the durations, in seconds, that this IRF spent in routing point resources or routing strategy resources prior to arrival at the IRF resource. Handling Attempt \ Total Duration The total duration, in seconds, of the IRF resource's participation in the interaction, irrespective of the interval(s) in which the IRF endures, including hold duration and the time that the interaction spent in mediation. This measure excludes alert duration, received consultations, and received collaborations. Handling Attempt \ Customer Engage Time The number of seconds that the agent processed a customer-related interaction at this resource during an interaction handling attempt. This measure includes internal interactions. Handling Attempt \ Customer Hold Time The number of seconds that the agent had the customer on hold. This measure excludes hold durations that are associated with initiated or received consultations but includes hold duration of conferenced interactions. Handling Attempt \ Customer Handle Time The sum of the Customer Engage Time, Customer Hold Time, and Customer Wrap Time measures in the Handling Attempt class. Handling Attempt \ Customer Alert Time For voice interactions, the number of seconds that the interaction was ringing at the resource during a voice handling attempt while a customer was present. Handling Attempt \ Customer Dial Time The number of seconds that the IRF resource spent initiating an outbound, customer-related interaction. The duration starts when the dialing event is sent, includes the mediation time that the initiator incurs while waiting for the target resource to connect, and ends when the call is either established or terminated on no answer. Initiated consultations are excluded from consideration. Handling Attempt \ Customer Wrap Time The number of seconds that the resource was in interaction-related ACW (Wrap) state that pertained to this customer voice-interaction resource. The duration excludes ACW duration that is associated with received consultations. Handling Attempt \ Conference Initiated Time The amount of time, in seconds, that a conference initiated by the IRF resource was connected (established). Duration applies only to the portion of the IRF that represents the IRF resource as a conference initiator. Handling Attempt \ Conference Received Time The amount of time, in seconds, that a conference that was joined by the IRF resource was connected (established). Duration applies only to the portion of the IRF that represents the IRF resource as a conference joiner. Handling Attempt \ Stop Action This detail has different meaning for voice and multimedia interactions.