Each section below covers one Sharpen reporting data source. The dictionary attached to it lists every field on that source, the label the field appears under in Insights, and what the field means.
Agent Insights
Sharpen's activity log of what each agent did and when: queue logins and logouts, pauses and their reasons, rejected and missed work, and one row per agent segment of an interaction. Use it for questions about how agents spend their time rather than questions about individual interactions.
Download: Sharpen Data Dictionary - Agent Insights.docx
Queue Activity and Queue Activity Segments
Sharpen's interaction (call log) records, held at two levels: Queue Activity carries one row per interaction, and Queue Segment Activity carries one row per segment within it, with a new segment created each time the interaction moves to a new destination such as a transfer or a re-queue.
Download: Sharpen Data Dictionary - Queue Activity and Segment Tables.docx
Queue Call Manager Activity
The interactions that are in progress at the moment a report runs, one row each, created when an interaction is placed into a queue and removed when it ends. It answers what is happening right now and keeps nothing once an interaction completes, so historical reporting belongs in Queue Activity and Queue Activity Segments.
Download: Sharpen Data Dictionary - Queue Call Manager Activity.docx
User Logins
One row for each time a user signed in to the Sharpen web application, carrying when the session started, when and how it ended, and how long it lasted. It covers application sessions only, not interactions and not queue availability.
Download: Sharpen Data Dictionary - User Logins.docx
Users Data
One row per user on the account, holding current configuration and sign in state: identity, assigned license, extension and direct dial number, interface preferences, and whether the user is signed in at this moment. It is a snapshot rather than a history, so a report's date range does not narrow it.
Download: Sharpen Data Dictionary - Users Data.docx
Logic Logs
The path an interaction took through a Classic Logic flow, one row for each step: the panel the interaction was at, the branch it left that panel by, and where it went next. It covers Classic Logic only; Logic+ flows do not write to it and do not appear in it.