Data source: Interactions (Edify App)

Edify App > Analytics > Data source: Interactions (Edify App)

The Interactions data source is a collection of tables you can use to build interaction reports in Edify App.

In this article

Overview

The Interactions data source is one of several data sources available for creating reports in Edify App. To learn more about data sources in general, please see: Overview: Data sources for reports (Edify App).

With the Interactions data source, you can create reports that show general information about active and completed interactions.

You can use this data source to retrieve information like:

  • How many calls were completed yesterday for a specific queue?

  • What is the average wait time for a particular queue?

  • How many calls were answered vs. abandoned last week for a queue?

This article provides common use cases for the data source and a list of its tables.

Use cases

These are some of the reports that are commonly built with this data source.

Queue activity

You can use the Interactions data source to build reports to analyze queue performance based on activity that is currently happening in the queue or that previously occurred.

Here’s an example. You can compare queue metrics across one or several queues on your account by building a report that displays important metrics, like the average:

  • Wait time

  • Time interacting

  • Hold time

  • Wrap up time

  • Handle time

Each metric is a column in the report.

After you add the columns to the report, group the interactions by Queue ID to see these metrics by queue. You can then apply a report filter to narrow the report down to specific queues if you don’t want to see data for all queues on your account.

Interaction detail

You can use the Interactions data source build reports to see important details about specific interactions to look at them more deeply.

These types of reports usually show information like:

  • When was the interaction created in the queue?

  • Who completed the interaction?

  • What type of interaction was it? (phone, SMS, etc.)

  • How many times was it transferred?

  • And more

You can also see data about the specific wait time, hold time, handle time, and more for a specific interaction, too.

You can also apply a report filter to narrow the report down to the specific interactions you want to see, like created within a specific data range, handled by a specific user, hosted in a specific queue, etc

Queue user activity reports

You can use the Interactions data source to build reports to compare and contrast activity across your team over a specific period of time, like from “last week” or “yesterday”.

These reports are useful to help you more easily analyze individual user activity, which is helpful when ramping up a new team member or seeing how to stretch your top performers

These types of reports display information like:

  • How many interactions did a user manage?

  • What types of interactions did they manage (How many phone calls? Web chats? SMS? etc.)

  • What are the user’s average stats, like:

      • Hold time

      • Handle time

      • Time interacting

      • And more

You can compare this data to the rest of your team as needed.

Tables

The Interactions data source consists only of the Edify database tables that are relevant to this data source. This gives you access to the specific data that you need for creating these types of reports.

Below are the tables available when creating a report with this data source. Click any of the links below to view column documentation for each table.

Contains general information related to your organization’s Edify account.

This information includes your organization’s name, address, and other basic configuration details.

Click to view table documentation

Contains information about interactions that are in-process.

This information includes their wait time, current status, and score.

Click to view table documentation

Table: Interaction Scores - Coming soon!

Contains information about interactions’ satisfaction scores.

This information includes the customer satisfaction score itself and sentiment of the customer and the user (positive or negative).

Click to view table documentation

Contains information about interactions’ tags.

This information includes the name of the tag and whether the tag is marked as required.

Click to view table documentation

Contains all of the general information of an interaction.

This information includes the type of interaction, when it was created, when it was completed, who handles it, and several other data points.

Click to view table documentation

Contains general information about queues.

This information includes the queue’s name, weight, whether or not the queue is active, and more.

Click to view table documentation

Contains transcription information about both parties on an interaction (customer and user).

This information includes the transcription text of the customer and the user.

Click to view table documentation

Contains transcription about the customer on an interaction.

This information includes the transcription text of the customer.

Click to view table documentation

Contains transcription about the user on an interaction.

This information includes the transcription text of the user.

Click to view table documentation

Contains information about users’ account statuses.

This information includes when the user status last changed, who changed the status, what the status was.

Click to view table documentation

Contains general information for users on your organization’s Edify Account.

This information includes users’ name, title, and work contact information.

Click to view table documentation