Example of how the following call is shown in different export-files, when filtered by CallId

1. call arrives to IVRTest IVR-queue

2. caller selected 1 and call is routed to TestQueue ServiceQueue

3. The call is allocated for 20 secs to user.4, who does not answer

4. The call is then allocated to user.3, who answers the call

5. After 1 minute the call was finally disconnected by the caller

View in Voice Center

Open

Data export files

ServiceCall

Open

• Contains “raw” basic information of service call

• Usually one row per CallID

• https://benemen.atlassian.net/wiki/spaces/PD/pages/914948542/BeneReports+Data+Integration+description#ServiceCall

• Also available in REST API https://doc.enreachvoice.com/beneapi/#servicecall

ServiceCallDetail

• Detailed step information for a call service calls, telling the progress of the call

• Multiple rows per CallId

• https://benemen.atlassian.net/wiki/spaces/PD/pages/914948542/BeneReports+Data+Integration+description#ServiceCallDetail

• EventTypes listed:

• Also available in REST API

Calls

• Contains some calculated basic KPIs and facts about calls, such as TotalWaitingTime and TotalTalkingTime on the call level

• Usually one row per CallId

CallDetails

• Contains some calculated KPIs and facts about certain call events

• Usually multiple rows per CallID