Columns of Generated Reports
Session Report (Report area: 0)
Session reports have the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Start Time | DateTime | unspecified |
| End Time | DateTime | unspecified |
| Last Action Time | DateTime | unspecified |
| Technician Name | String | 128 characters |
| Technician ID | Integer | unspecified |
| Session ID | Integer | unspecified |
| Session Type | String | 100 characters |
| Status | String | 64 characters |
| [Defined name for the name field] | String | 128 characters |
| [Defined name for the custom field 1..5] | String | 64 characters |
| Tracking ID | String | 256 characters |
| Customer IP | Integer | 15 characters |
| Device ID | String | 128 characters |
| Incident Tools Used | String | 128 characters |
| Resolved Unresolved | String | Possible values are:
|
| Channel ID | Integer | unspecified |
| Channel Name | String | 128 characters |
| Calling Card | String | 64 characters |
| Connecting Time | DateTime | unspecified |
| Waiting Time | DateTime | unspecified |
| Total Time | DateTime | unspecified |
| Active Time | DateTime | unspecified |
| Work Time | DateTime | unspecified |
| Hold Time | DateTime | unspecified |
| Transfer Time | DateTime | unspecified |
| Rebooting Time | DateTime | unspecified |
| Reconnecting Time | DateTime | unspecified |
| Platform | String | 20 characters |
| Technician Email | String | 128 characters |
| Browser Type | String | unspecified |
Customer Survey Report (Report area: 1)
The customer survey report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Source | String | 128 characters |
| Session ID | Integer | unspecified |
| Date | DateTime | unspecified |
| Name | String | 128 characters |
| [Defined questions for the survey] | String | 128 characters |
| Technician Name | String | 128 characters |
| Technician ID | Integer | unspecified |
| Technician Email | String | 128 characters |
Login Report (Report area: 2)
Login reports have the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Login Date | DateTime | unspecified |
| Name | String | 128 characters |
| User ID | Integer | unspecified |
| String | 128 characters | |
| Start Time | DateTime | unspecified |
| End Time | DateTime | unspecified |
| Total Login Time | DateTime | unspecified |
| IP Address | String | 15 characters |
| Busy Time | DateTime | unspecified |
| Away Time | DateTime | unspecified |
| Idle Time | DateTime | unspecified |
Missed Sessions Report (Report area: 3)
The missed sessions report has the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Start Time | DateTime | unspecified |
| End Time | DateTime | unspecified |
| Total Time | DateTime | unspecified |
| Session ID | Integer | unspecified |
| Session Type | String | 100 characters |
| Status | String | 64 characters |
| [Defined name for the name field] | String | 128 characters |
| [Defined name for the custom field 1..5] | String | 128 characters |
| Tracking ID | String | 256 characters |
| Customer IP | String | 15 characters |
| Private Session | String | 128 characters |
| Channel | String | 64 characters |
| Technician Group | String | 128 characters |
Performance Report (Report area: 4)
The performance report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Technician Name | String | 128 characters |
| Technician ID | Integer | unspecified |
| Technician Email | String | 128 characters |
| Total Login Time | DateTime | unspecified |
| Number of Sessions | Integer | unspecified |
| Number of Sessions per Hour | String | 128 characters |
| Avg Pick-up Speed | DateTime | unspecified |
| Avg Duration | DateTime | unspecified |
| Average Work Time | DateTime | unspecified |
| Longest Session | DateTime | unspecified |
| Total Active Time | DateTime | unspecified |
| Total Work Time | DateTime | unspecified |
Chat Log Report (Report area: 5)
The chat log report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Start Time | DateTime | unspecified |
| End Time | DateTime | unspecified |
| Total Time | DateTime | unspecified |
| Session ID | Integer | unspecified |
| [Defined name for the name field] | String | 128 characters |
| Technician Name | String | 128 characters |
| Technician ID | Integer | unspecified |
| Technician Email | String | 128 characters |
| Chatlog | String | 2048 characters |
| Notes | String | 1024 characters |
Custom Fields Report (Report area: 6)
The custom fields report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Start Time | DateTime | unspecified |
| End Time | DateTime | unspecified |
| Total Time | DateTime | unspecified |
| Session ID | Integer | unspecified |
| [Defined name for the name field] | String | 128 characters |
| [Defined name for the custom field 1..5] | String | 64 characters |
| Tracking ID | String | 256 characters |
| Technician Name | String | 128 characters |
| Technician ID | Integer | unspecified |
| Technician Email | String | 128 characters |
Transferred Sessions Report (Report area: 7)
The transferred sessions report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Session ID | Integer | unspecified |
| Time of Transfer | DateTime | unspecified |
| [Defined name for the name field] | String | 128 characters |
| Transferred by | String | 128 characters |
| Transferred from | String | 128 characters |
| Transferred to | String | 128 characters |
| Transfer Comment | String | 128 characters |
| Time in Transfer | DateTime | unspecified |
Technician Survey Report (Report area: 8)
The technician survey report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Source | String | 128 characters |
| Session ID | Integer | unspecified |
| Date | DateTime | unspecified |
| [Defined name for the name field] | String | 128 characters |
| [Defined questions for the survey] | String | 128 characters |
| Technician Name | String | 128 characters |
| Technician ID | Integer | unspecified |
| Technician Email | String | 128 characters |
Collaboration Chatlog Report (Report area: 9)
The collaboration chatlog report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Start Time | DateTime | unspecified |
| End Time | DateTime | unspecified |
| Total Time | DateTime | unspecified |
| Session ID | Integer | unspecified |
| [Defined name for the name field] | String | 128 characters |
| Technician Name | String | 128 characters |
| Technician ID | Integer | unspecified |
| Technician Email | String | 128 characters |
| Chat Log | String | 2048 characters |
Failed Sessions Report (Report area: 10)
The failed sessions report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Start Time | DateTime | unspecified |
| Session ID | Integer | unspecified |
| Session Type | String | 100 characters |
| Status | String | 64 characters |
| [Defined name for the name field] | String | 128 characters |
| [Defined name for the custom field 1..5] | String | 128 characters |
| Customer IP | String | 15 characters |
| Private Session | String | 128 characters |
| Channel | String | 64 characters |
Customer Survey Issuance Report (Report area: 12)
The customer survey issuance report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Source | String | 128 characters |
| Session ID | Integer | unspecified |
| Date | DateTime | unspecified |
| [Name] | String | 128 characters |
| Technician Name | String | 128 characters |
| Technician ID | Integer | unspecified |
| Technician Email | String | 128 characters |
| Survey issued by closing technician | String | 3 characters |
External Technician Session Report (Report area 13)
The external technician session report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Start Time | DateTime | unspecified |
| End Time | DateTime | unspecified |
| Last Action Time | DateTime | unspecified |
| External Technician Name | String | 128 characters |
| External Technician Email | String | 128 characters |
| Inviter's Name | String | 128 characters |
| Inviter's ID | String | 128 characters |
| Inviter's Email | String | 128 characters |
| Session ID | Integer | unspecified |
| Session Type | String | 100 characters |
| Status | String | 64 characters |
| [Name] | String | 128 characters |
| [Custom Fields] | String | 64 characters |
| Tracking ID | String | 256 characters |
| Customer IP | String | 15 characters |
| Device ID | String | 128 characters |
| Incident Tool Used | String | 128 characters |
| Channel ID | Integer | unspecified |
| Channel Name | String | 64 characters |
| Waiting Time | DateTime | unspecified |
| Total Time | DateTime | unspecified |
| Active Time | DateTime | unspecified |
| Work Time | DateTime | unspecified |
| Hold Time | DateTime | unspecified |
| Rebooting Time | DateTime | unspecified |
| Reconnecting Time | DateTime | unspecified |
| Platform | String | 20 characters |
| Browser Type | String | unspecified |
Rebooting/Reconnecting Report (Report area 15)
The rebooting/reconnecting report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Session ID | Integer | unspecified |
| [Custom Fields] | String | 64 characters |
| Technician Name | String | 128 characters |
| Technician ID | Integer | unspecified |
| Technician Email | String | 128 characters |
| Channel ID | Integer | unspecified |
| Channel Name | String | 64 characters |
| Technician Group | String | 128 characters |
| Start Time | DateTime | unspecified |
| End Time | DateTime | unspecified |
| Last Action Time | DateTime | unspecified |
| Event type | String | unspecified |
| Rebooting/Reconnecting Start Time | DateTime | unspecified |
| Rebooting/Reconnecting End Time | DateTime | unspecified |
Transferred Sessions - Extended Report (Report area 16)
The transferred sessions - extended report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Session ID | Integer | unspecified |
| Time of Transfer | DateTime | unspecified |
| Waiting Time | DateTime | unspecified |
| [Defined name for the name field] | String | 128 characters |
| Transferred by - Technician ID | Integer | unspecified |
| Transferred by | String | 128 characters |
| Transferred from - Technician/Channel ID | Integer | unspecified |
| Transferred from | String | 128 characters |
| Transferred to - Technician/Channel ID | Integer | unspecified |
| Transferred to | String | 128 characters |
| Transfer Comment | String | 128 characters |
| Time in Transfer | DateTime | unspecified |
| Transferred from - Technician Group ID | Integer | unspecified |
| Technician from - Technician Group | String | 128 characters |
| Transferred to - Technician Group ID | Integer | unspecified |
| Technician to - Technician Group | String | 128 characters |
| Chatlog | String | unspecified |
Failed Sessions - Extended Report (Report area 17)
The failed sessions - extended report contains the following columns:
| Report column name | Data type | Data length |
|---|---|---|
| Start Time | DateTime | unspecified |
| Session ID | Integer | unspecified |
| Session Type | String | 100 characters |
| Status | String | 64 characters |
| [Defined name for the name field] | String | 128 characters |
| [Defined name for the custom field 1..5] | String | 128 characters |
| Customer IP | String | 15 characters |
| Private Session Technician Name | String | 128 characters |
| Channel | String | 64 characters |
| Technician Email | String | 128 characters |
| Technician Group ID | Integer | unspecified |
| Technician Group | String | 128 characters |
Audit report (Report area 18)
The audit report contains the following columns
| Report column name | Data type | Data length |
|---|---|---|
| Requested by | String | 128 characters |
| Entity type | String | 128 characters |
| Entity ID | Integer | unspecified |
| Entity name | String | 256 characters |
| Change type | String | 128 characters |
| Last changed | DateTime | unspecified |
| Section | String | unspecified |
| Field | String | unspecified |
| Old Value | String | unspecified |
| Old Action | String | unspecified |
| New Value | String | unspecified |
| New Action | String | unspecified |