Enabling Conversation Detail reporting

Note:
  • Conversation Detail reporting is available for email, chat, SMS, and open media only. Multimedia Trace reports provide commensurate data on voice, email, chat, SMS, and open media.
  • After enabling Conversation;Detail reporting, data must be summarized for the applicable date ranges.

Conversation Detail reports illustrate, by device, how interactions transition through your system and provide a high-level view of how customer interactions were handled. For more information on Conversation Detail reporting, see the reports guide appropriate to your MiContact Center BusinessMicrosoft Skype for Business licensing level.

To populate Conversation Detail reports with data, you must enable Conversation Detail reporting for the media server.

To enable Conversation Detail reporting
  1. Select Multimedia > Media servers.
  2. Select the media server and click the Data Summary Options tab.
  3. Select Conversation detail reporting.
  4. Click Save.
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