Data Dictionaries

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.

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.

Open

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.

Open

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.

Open

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.

Open

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.

Open

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.

Open