Conversations

The Conversations view shows the conversations and their status.

For the Conversations view, you need the following rights:

  • Statistics details for user, queue, or built-in or custom IVR application

  • Control contact for user, queue, or built-in or custom IVR application

  • Manage contact history for queue or user or view outbound customer

Table 1. Column descriptions
Column Description
Type

The type of conversation shown as an icon

Hover your cursor over the icon to see more information.
Source
For inbound conversations, this is one of the following:
  • the phone number of the customer
  • the email address of the customer
  • the social chat identifier of the customer
For outbound conversations, this is one of the following:
  • the queue's email or chat address
  • phone number of the queue
  • the visible A number

Digits of external numbers may be replaced with X characters. The number of hidden digits is set in the System Configurator Reporting > Statistics Settings > Monitoring Settings.
Destination

For inbound conversations, this is one of the following:

  • the queue's email or chat address
  • phone number of the queue
  • the visible A number

For outbound conversations, this is one of the following:

  • the phone number of the customer
  • the email address of the customer
  • the social chat identifier of the customer

Digits of external numbers may be replaced with X characters. The number of hidden digits is set in the System Configurator Reporting > Statistics Settings > Monitoring Settings.
Subject Subject line of an email or cut off text from a chat message
Queue The queue where the conversation is being handled or has been handled
Status

The current status of the conversation: In queue, In process, Pending, Handled, Wrap-up, Deleted or Abandoned
Agent

The name of the handling agent

Arrival Time

The time when the conversation started
Connection Time

The time when the conversation was connected (answered)
Disconnection Time

The ending time of the conversation
Queueing Duration

The time a customer or conversation has waited in queue, excluding any automated events such as IVRs or prompts
Waiting Duration

The time a customer or conversation has waited, including automated events such as IVRs or prompts
Handling Duration The time between connection and disconnection time
Wrap-Up Duration The time used by the agent for finalizing the conversation in the wrap-up stage
Total Duration The total length of the conversation (the time between the arrival time and the last event of the conversation, for example, the disconnection time or the wrap-up ending time).
Script If a script was saved for the conversation, you'll see the script icon . To view the script in the Conversation details view, click on the conversation row in the table.
Recording

If the call was recorded, you'll see the recording icon . To listen to the recording, click the icon in the Agent view column to open Communication Panel.

Agent View To view the conversation in Communication Panel, click the glasses icon .