Here is a list of all current reportable fields with a brief description of how they are used in the Sharpen reporting tool.
End Time: Identifies the timestamp when the interaction has ended.
Queue Name: Displays the name of the queue the interaction has taken place.Reason for Hangup: Describes what method the interaction was terminated.
Agent Name: Identifies the Agent’s name within the interaction.
Source Number: The phone number where the call originated, e.g. the callers phone number.
Inbound Name: The name associated with the Inbound route that was called
Queue Skills: Shows what skills are assigned to the agent.
Queue Call Manager ID: Displays what the manager ID is for the interaction.
Queue CDRID: The individual ID associated to that interaction.
Queue ID: Displays the ID number of the queue that handled the interaction.
Server Name: Show what server was used to facilitate the interaction.
Click to Call: Displays if click to call was used to call back the client.
Sound File Name: Displays the sound file that was used during the interaction.
Current Location: The current stage of the call e.g. “AN” (answer) or “HD” (hold)
Last Location: The last known stage of the call.
Queue Agent ID: The ID number of the individual agent associated with the interaction
Username: This field contains information indicating the Agents username during an interaction.
Inbound Number: The Inbound Phone Number that was called.
Start Time: Identifies the timestamp when the interaction had began.
Hold Time: Value indicating the length of time an interaction was on Hold.
Talk Time: Value indicating the length of time an agent was talking to caller.
Agent Hold Time: Value indicating the length of time the Agent was on Hold during the interaction.
Wrap Up Time: Value indicating the length of time the Agent used for Wrap Up, post interaction.
Queue Callback: Binary value that indicates if the inbound queue caller was called back during the interaction process.
Queue Points: The number of Q Points assigned to that call, priority of the call.
Loop Counter: Indicates the number of times the process will “loop” (play over) before moving to the next step.
Caller City: Indicates what geographical city the caller is in, best information.
Caller State: Indicates what geographical state the caller is in, best information.
Caller Country: Indicates what geographical Country the caller is in, best information.
First Name: This field contains any known First names for the incoming caller.
Last Name: This field contains any known Last names for the incoming caller.
Email: This field contains any known email addresses for the incoming caller.
Company Name: This field contains any known information regarding the callers Company affiliation.
Title: This field contains any known information regarding the callers Title in their Company.
External CRM Account ID: The account ID for an external CRM such as Salesforce.
External CRMID: The user ID for an external CRM such as Salesforce.
External CRM Record Type: External field associated with type of record used.
External CRM Status: External field associated with anything regarding Status of record.
External CRM Campaign ID: The ID of a campaign in an external CRM such as Salesforce.
External CRM Campaign Status: External field associated with campaign related information
External Marketing Make: External field associated with Marketing
External Marketing ID: External field associated with Marketing
External Case ID: The Case ID of an interaction in an external CRM such as Salesforce.
Twitter: This field contains any known information about the Callers twitter handle.
Facebook: This field contains any known information about the Callers Facebook account.
Sharpen Contacts Key: Value that represents contact information within the application.
Product Type: Value indicating what type of product is associated with the account.
Communication Type: This field indicates what type of interaction has transpired.
Messages: Binary value indicating whether messages happened during the interaction.
Sharpen Contacts ID: Value that indicates the contact ID inside the application.
Flagged: Binary field to indicate if an interaction is Flagged for reference purposes.
Annotated: Binary value indicating notes have been left about the interaction in People or Contacts.
Screenshare: Binary value indicating if a screenshare took place.
Call Type: The Call Type assigned during the interaction.
End Type: The End Type assigned during the interaction.
Notes Status: Binary value indicating if notes were left for an interaction.
User Group: This field contains what User Group(s) the Agent is apart of.
CRM Company ID: Value that contains company information associated with CRM.
Context: Value including extra information regarding the associated account.
Voicemail URL: This field contains an HTML link to a voicemail recording left using the inbound system.