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Add Reporting Destinations

Administrators can define destinations (“endpoints”) to which key events can be exported. These reporting destinations are remote host servers that are external to the Contact system.

Multiple offline reporting destinations can be defined, meaning that different companies can send data to different destinations and/or a single company can send data to more than one location. The platform owner can then use the BI tool of their choice either to enable customers to access their event data or to create reports themselves as a service and distribute these to customers.

Administrators must have the Offline Reporting Destinations: Modify privilege to manage offline reporting destinations.

Add a new destination #

Note: Be aware that the data transmitted to the URL of the host to receive events may contain General Data Protection Regulation (GDPR) sensitive information. As the reporting destination provider, you are responsible for taking any necessary precautions.
  1. Navigate to System > Offline Reporting
  2. (Mandatory) Enter the Name of the reporting destination
  3. Enter an optional brief Description for the reporting destination
  4. (Mandatory) For URL of host to receive events, enter the URL address on the remote host server to which the events are exported
    • The URL address must be in the format: https://hostname. For example: https://localhost:3612/example.
  5. To allow a non-secure URL address (HTTP rather than HTTPS) to receive event transmissions, tick the Allow non-secure URL checkbox (not recommended)
  6. For Channel Support Levels, select the event type(s) that may be sent to the offline reporting destination and the API version for each data stream
    • A “channel” is an individual index within an offline reporting destination for a specific company. The following channel event types can be selected:
      • Agent calls
      • Agent chats
      • Agent emails
      • Agent SMS
      • Agent status
      • Contact calls
      • Contact chats
      • Contact emails
      • Contact SMS
      • Missed calls
      • Queue calls
      • Queue chats
      • Queue emails
    • The version of a channel indicates which fields are supported for an event. Only these fields are sent to the reporting destination. To view a list of the fields associated with that channel and the version at which they were introduced, click the question (?) icon
  7. Select the resellers that may use the offline reporting destination
  8. Click Save Changes

The Offline Reporting Destination will be added.

Note: Not every event will include all of the fields shown in the help list; they may not be present in the original event as stored in the reports database. Multiple channel event types can be selected for a company. The selected version does not have to be the same for each channel.

Pause Event Transmission #

You might want to pause event transmission, for example, while upgrades are performed on the remote host server. It may take a minute for this control to take effect.

  1. Select the appropriate reporting destination in the list
  2. Tick the Pause event transmission checkbox

Offline Reporting Types #

Enum Name

Value

Description

CallData

callData

Call data reports (e.g. calls per agent, queue, service number)

StatusData

statusData

Status data reports (e.g. time spent in each status)

Diagnostics

diagnostics

Diagnostic reports (e.g. all call events for a day)

EmailData

emailData

Email data reports (e.g. emails per agent/queue)

WebchatData

webchatData

Webchat data reports (e.g. webchats per agent/queue)

SMSData

smsData

SMS data reports (e.g. SMS per agent)

PayByLinkData

payByLinkData

Pay by Link reports (e.g. links per agent)

ServiceTypeData

serviceTypeData

Service type data associated with each user/account

Offline Reporting Subtypes #

Call Data Subtypes

Email Data Subtypes

Webchat Data Subtypes

Status Data Subtypes

Diagnostics Subtypes

SMS Data Subtypes

Pay by Link Data Subtypes

Service Type Subtypes

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