Data source: User Events (Edify App)

Edify App > Analytics > Data source: User Events (Edify App)

The User Events data source is a collection of tables you can use to build user event reports in Edify App.

In this article

Overview

The User Events 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).

A user event is an action that a user takes that changes an interaction. For example, when a queue user mutes an interaction while talking on the phone with a customer, this is recorded as a user event.

With the User Events data source, you can create reports that show all of the user events that took place on a given interaction.

You can use this data source to retrieve information like:

  • What user events took place on the interaction?

  • When did the user events take place on the interaction?

  • How many instances of a given user event took place on the interaction (for example, how many times was the interaction rejected?)

Use case

The most commonly created report with this data source is a user events report.

With a user events report, you can see what kind of user events and how many user events took place on an interaction. With this information, you can see the full story of an interaction from the perspective of how your users interacted with it.

For example, you could use this information to see:

  • Was the interaction transferred? How many times was it transferred?

  • Was the interaction accepted or rejected? If so, who accepted it and who rejected it?

  • Was the interaction ignored?

  • Was the interaction muted? If so, when was it muted / unmuted?

In other words, a user events report is an excellent way of seeing how your queue users interacted with a given interaction. You can use this information to make coaching decisions for your team.

Tables

The User Events data source consists only of the Edify database tables that relate to this data source. This ensures that you access the relevant data you need for building reports for this data source. .

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 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 general information about user events.

This information includes what the user event was, what interaction the user event took place on, what queue the user event took place on, and the user who made the user event.

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