Overview
Insights supports multiple data sources, each designed to surface different types of contact center data. When building a report or chart, selecting the right data source ensures you are working with the fields most relevant to your analysis.
This article covers the two primary data sources used in most reports, the available report templates, and links to the full Sharpen Data Dictionary.
Queue Segment Activity
Queue Segment Activity is the recommended data source for most reports. It provides a granular view of interactions by breaking them down into individual segments or legs, making it the right choice when you need visibility into what happened at each step of an interaction.
This data source includes transfer-related fields such as Transfer and Transfer Type, as well as interaction-switching fields such as Switch Hold Time and Switch Hold Count. It is especially useful in environments where transfers occur regularly.
Queue Segment Activity can help answer questions like:
How often are customers being transferred, and what is the impact on agent and customer experience?
Are agents switching between interactions in a way that could affect customer experience?
Queue Activity
Queue Activity takes a broader view of contact center data, evaluating interactions holistically rather than parsing individual segments or legs. It is well suited for conventional contact center metrics — hold time, talk time, interaction volume, and distribution across agents, queues, and communication types.
Use Queue Activity when you need to answer questions about customer communication preferences, interaction distribution, customer wait times, and general agent efficiency and effectiveness.
Report Templates
Two pre-built report templates are available in Insights as starting points for custom reports. Each is pre-loaded with commonly used fields that you can add to, remove from, or modify as needed.
Default Segments Template Built on the Queue Segment Activity data source. Provides a foundation for granular, segment-level analysis.
Fields included: Abandoned Wait Time, Agent Handle Time, Agent Hold Count, Agent Hold Time, Agent Name, Agent Talk Time, Answer Time, Callback, Caller ID Name, Caller ID Number, Communication Type, End Time, Queue Call Manager ID, Queue CDR Leg ID, Queue Name, Segment Number, Switch Hold Count, Switch Hold Time, Transfer, Transfer To Data, Transfer To Type, Transfer Type, Wait Time, and Wrapup.
Additional fields available in Queue Segment Activity but not included in this template: Context, Queue ID, User Group ID, Username.
Interaction Summary Template Built on the Queue Activity data source. Provides a broader, team- or agent-level view of interaction data.
Fields included: Agent Name, Caller City, Caller State, Communication Type, End Time, Hold Time, Inbound Name, Inbound Number, Queue Call Manager ID, Queue Callback, Queue Name, Queue Skills, Reason for Hangup, Source Name, Source Number, and Talk Time.
Additional fields available in Queue Activity but not included in this template: Annotated, Call Type, Callback Number, Caller Country, Comm Types Segments, Company Name, Context, CSAT, CSAT Message, CSAT Method, Email, Email Response, End Type, First Name, Flagged, Interaction Notes, Last Name, Messages, Queue ID, Queue Points, Score Card Score, Start Time, Switch Hold Time Segments, Talk Time Segments, Title, Transcription, Transcription Status, TranscriptionShort, Transfer Count Segments, User Group, Username, Usernames Segments, Wait Time Segments, and Wrap Up Time.
Data Dictionary
The Sharpen Data Dictionaries are a reference guide covering the fields available across all data sources, which fields are included in each report template, and definitions for each field.
While individual reports are limited to a single data source, you can build custom dashboards that pull reports and charts from multiple data sources simultaneously.
For help identifying the right data source for a specific question or metric, contact your Client Success Manager.
Related Articles
Sharpen Data Source: UC Call History [internal Confluence reference, not migrated in this run]