Feature Report Definition
What the Feature row type represents on a report, and what to expect in the resulting rows and columns.
The Feature row type is a Record-Level-style report, described in full on Row Types. Record-Level reports list one row per individual record, identified by a searchable ID, rather than a total.
| What | Description |
|---|---|
| It Represents | A single agent feature instance — such as Do Not Disturb, or a Group/Skill or Extension login/logout. |
| To Expect | One feature instance per row, identified by a Feature ID; selecting the Feature row type adds a Row Filter step, optionally narrowing which records are included before columns are added. |
Metrics
The Feature row type offers 10 predefined metrics, listed below with their row-type-agnostic definitions.
| Metric | Definition |
|---|---|
Agent | The agent associated with a given call event or feature instance. |
End Time | The date and time a given call, call event, or feature instance ended. |
Feature Duration | The total, maximum, minimum, or average length of time a report row's scope spent with a specified feature enabled. |
Feature Enabled | Whether a given feature instance was active (enabled) or inactive (disabled) — for example, an agent logging into a skill enables that feature, and logging out disables it. |
Feature ID | The unique ID CCaaS assigns to a feature instance, usable to look it up directly in the CCaaS database. |
Feature Type | The name of a feature — such as Extension/Skill login, Do Not Disturb, or After Call Work. |
Group | The group/skill associated with a given call — a collection of agents that handle similar tasks and answer the same kind of incoming calls. |
Reason Code | The reason code an agent applied to a feature instance — such as a DND or a skill/extension logout — describing why. |
Skill | The skill associated with a given call event or feature instance; blank if none applies. |
Start Time | The date and time a given call, call event, or feature instance started. |
Updated about 6 hours ago