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Reporting Tool Dictionary

Last Updated: Apr 19, 2017 10:40AM EDT

Sharpen Reporting

 

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.

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