Insights: Data Sources, Data Dictionary

Throughout Insights—whether you're building a report, chart, or dashboard—you'll find multiple data sources at your fingertips.  

The two main data sources are Queue Segment Activity and Queue Activity. Understanding how these data sources differ from each other can help you make the right choice when you are looking for actionable insights. 

Data Sources: Queue Segment Activity vs. Queue Activity

Queue Segment Activity is our recommended data source. It provides a granular look into interaction- and segment-specific data, by including specific fields meant to provide insight into interactions' individual segments/legs (when appropriate).

The Queue Segment Activity data source contains transfer-related fields/details (e.g., Transfer, Transfer Type) as well as fields related to interaction switching (e.g., Switch Hold Time, Switch Hold Count).

Especially in environments where transfers happen somewhat regularly, the Queue Segment Activity data source can help answer questions like:

"How often are customers having to be transferred, and what is the impact on agent/customer experience?"

"Are agents "switching" between interactions in a manner that could hurt customer experience?"

Generally, Queue Activity is appropriate for conventional metrics around what's happening among agents and queues—basic fields like hold time and talk time, or volume and distribution of interactions (among Agents, Communication Types, Queues, and so on.). 

It takes a relatively wide view of the contact center's activity, considering interactions holistically (rather than by parsing the legs/segments). 

The data found in Queue Activity can answer questions about customer preferences (communication types), distribution(s) of interactions, customer wait times, general agent efficiency/effectiveness, and so on.  

Report Templates

Two pre-made report templates are available, which can serve as solid foundations for creating your own custom reports. 

Each template in Insights is pre-loaded with commonly reported-on fields—from which you can add, remove, and modify as much as you might want to. 

The Default Segments Template aligns with the Queue Segment Activity datasource, which provides a glimpse into granular, interaction/segment-specific data.

Fields contained in this template:

Open

While not included in the Default Segments Template, the following additional fields are contained in the Queue Segment Activity datasource: 

Context, Queue ID, User Group ID, Username

The second template, the Interaction Summary Template uses the Queue Activity datasource and takes a wider view of the data on a team or agent-level.

Fields contained in this template:

Open

Additional fields in Queue Activity: 

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, Queue Skills, 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.

Sharpen's Data Dictionary

Access/download a copy of the Sharpen Data dictionary (PDF) . It contains a run-down of the fields contained in the five main data sources, which fields are included in each report template, and basic definitions of the fields. See a preview below: 

Additional Data Sources

Keep in mind that with any data source, you can expand the pool of potential fields by applying summary functions and filters and creating derived fields (as well as advanced SQL queries).

Additionally, new data sources are periodically added to Insights, enabling you to leverage even more data about your contact center, agents, and customers—including things like license and login status, pause stats, and so on.

While individual reports can only utilize a single data source, you can build custom Dashboards to pull reports and charts together from any/all available data sources.