> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/product-reference/reporting-and-power-bi/power-bi-template-data-reference.md). # Power BI Template data reference Reference for Power BI Template calculations, tables, and source fields. Use this reference when you need to interpret the calculations, tables, and source fields used by the Power BI Template. {% hint style="info" %} This page applies to existing or transitional deployments that still use historical Call Detail Records (CDR) data. New Dialogue Cloud Neo customers do not receive a customer CDR database and use Dialogue Insights instead. {% endhint %} ## Find a definition ### Calculations * [Classification](#classification) * [Dialogue action types](#dialogue-action-types) * [Dialogue types](#dialogue-types) * [Handle rate](#handle-rate) * [Miscellaneous](#miscellaneous) * [Skills](#skills) * [Service level](#service-level) * [Time calculations](#time-calculations) * [Transfers](#transfers) * [Volume](#volume) * [Hunts](#hunts) * [Presence](#presence) * [Quality monitoring](#quality-monitoring) ### Data tables * [Agents](#agents) * [Classifications](#classifications) * [Contacts](#contacts) * [Dates](#dates) * [Details](#details) * [Dialogue](#dialogue) * [Discharge](#discharge) * [Elements](#elements) * [Hunts](#hunts-1) * [Presence](#presence-1) * [QM](#qm) * [Skills](#skills-1) * [TimeTable](#timetable) * [Transcript](#transcript) * [Transferee](#transferee) * [UCCs](#uccs) ## Calculation folders The template groups calculations into folders. The exact visible model can differ by package version and by the load parameters selected when the template is opened. ### Classification | Calculation | Type | Meaning | | ----------------------------------- | --------------- | ---------------------------------------------------------------------------------------------------- | | Classification Rate | Decimal measure | Percentage of conversations classified within this group compared to total classified conversations. | | Dialogue Classified | Integer measure | Total conversations that have been classified. | | Percentage of Total Classifications | Decimal measure | Percentage of conversations classified compared to total accepted conversations. | ### Dialogue action types | Calculation | Type | Meaning | | ------------------ | --------------- | ------------------------------------------------------------------------------------ | | Accepted Dialogue | Integer measure | Conversations with action type `Accepted`. | | CallBack Dialogue | Integer measure | Conversations that ended in callback or queued callback. | | Forwarded Dialogue | Integer measure | Conversations that ended with a forward skill. | | Missed Dialogue | Integer measure | Conversations that queued longer than the quickdrop threshold and disconnected. | | NoContact Dialogue | Integer measure | Outbound conversations where the customer did not accept. | | Overflow Dialogue | Integer measure | Conversations disconnected because the overflow threshold was reached. | | Prompt Dialogue | Integer measure | Conversations ended with a prompt. | | Quickdrops | Integer measure | Missed conversations that queued less than the quickdrop threshold and disconnected. | | Voicemail Dialogue | Integer measure | Conversations ended with voicemail. | ### Dialogue types | Calculation | Type | Meaning | | ------------------- | ------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------- | | Percentage Direct | Percentage measure | Direct conversations relative to total conversations. Direct conversations occur when a customer calls an agent directly and the call is intercepted. | | Percentage Inbound | Percentage measure | Inbound conversations relative to total conversations. | | Percentage Outbound | Percentage measure | Outbound conversations relative to total conversations. | ### Handle rate | Calculation | Type | Meaning | | ------------------------------ | ------------------ | ------------------------------------------------------------------------------------------------------------------ | | Handle Rate | Percentage measure | Accepted inbound or direct conversations relative to accepted and missed inbound or direct conversations combined. | | Handle Rate Previous Period | Percentage measure | Same calculation for the previous period. | | Handle Rate: Change Percentage | Percentage measure | Difference between the current and previous-period handle rate. | ### Miscellaneous | Calculation | Type | Meaning | | ----------------- | --------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Frequent Contacts | Integer measure | Callers that contacted the contact center more times than the configured parameter. Confirm the current parameter value in the customer package before relying on this threshold. | | Ranked Dialogue | Integer measure | Dialogues that were rated in quality monitoring. | | Unique Contacts | Integer measure | Unique number of contacts. | ### Skills | Calculation | Type | Meaning | | -------------------- | ------------------ | --------------------------------------------------------------------------------------------------- | | First Time Right | Percentage measure | Accepted conversations without a skill change or transferee relative to all accepted conversations. | | No Skill Rate | Percentage measure | Conversations with action type `No Skill` relative to total conversations. | | Skill Changed Volume | Integer measure | Conversations where the selected skill changed. | ### Service level | Calculation | Type | Meaning | | ------------------------ | ------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Accepted in SLA | Integer measure | Accepted inbound and direct conversations where queue time is less than the configured SLA threshold. | | Declined in SLA | Integer measure | Missed inbound and direct conversations where queue time is between the quickdrop threshold and the configured SLA threshold. | | Missed (SLA Calculation) | Percentage measure | Missed inbound and direct conversations above the quickdrop threshold relative to accepted and missed inbound and direct conversations. | | SLA | Percentage measure | Accepted inbound and direct conversations within the configured SLA threshold relative to accepted and missed inbound and direct conversations. Quickdrops are filtered out. | | SLA 2 | Percentage measure | Secondary SLA calculation using the configured SLA2 threshold. Confirm the current threshold in the customer package before relying on it. | | SLA 3 | Percentage measure | Tertiary SLA calculation. Confirm the current definition and threshold in the customer package before relying on it. | | SLA: Change Percentage | Percentage measure | Difference between current and previous-period SLA. | | SLA: Previous Period | Percentage measure | SLA for the previous period. | {% hint style="warning" %} Exact SLA2, SLA3, and Frequent Contacts defaults can differ by package. Do not use exact values for those thresholds until the current package or product/support confirms them. {% endhint %} ### Time calculations | Group | Calculations | | ----------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Decline time | Average Decline Time, Average Decline Change, Decline Difference in Seconds. | | Initial talk time | Average Initial Talktime, Average Initial Talktime Change, Average Initial Talktime Difference in Seconds, Longest Initial Talktime, Longest Initial Talk Time Change, Longest Initial Talk Time Difference in Seconds. | | Queue time | Average Queue Time, Average Queue Time Change, Average Queue Time Difference in Seconds, Longest Queue Time, Longest Queue Time Change, Longest Queue Time Difference in Seconds. | | Session time | Session Time. | | Talk time | Total Talktime Average, Total Talktime Change, Total Talktime Difference in Seconds, Talktime queuetime comparison. | | Transfer time | Average Transfer Time, Average Transfer Time Change, Average Transfer Time Difference in Seconds. | ### Transfers | Calculation | Type | Meaning | | ---------------------- | ------------------ | --------------------------------------------------------------------------------------------------- | | Dialogue Transferred | Integer measure | Conversations transferred to a transferee. | | External Transfers | Integer measure | Conversations where the transferee URI starts with `+`, indicating an E.164 formatted phone number. | | Frequent Transferees | Integer measure | Unique transferees transferred to more than the configured threshold. The documented default is 5. | | Internal Transfers | Integer measure | Transfers that are not external, UCC, or other-domain transfers. | | Other Domain Transfers | Integer measure | Transfers where the transferee domain does not match the agent domain. | | Transferable Dialogue | Integer measure | Conversations that could have had a transfer because they have an initial agent. | | Transferrate | Percentage measure | Dialogue Transferred relative to Transferable Dialogue. | | UCC Transfers | Integer measure | Conversations where the transferee URI starts with `sip:ucc_`. | ### Volume | Calculation | Type | Meaning | | -------------------------------------- | --------------- | --------------------------------------------------------- | | Dialogue Volume | Integer measure | Total conversations. | | Dialogue Volume HeatMap | Integer measure | Total conversations used for the heatmap visual. | | Dialogue Volume Inside Business Hours | Integer measure | Conversations within business hours and outside holidays. | | Dialogue Volume Outside Business Hours | Integer measure | Conversations outside business hours or within holidays. | ### Hunts | Group | Calculations | | ---------------------- | --------------------------------------------------------------------------------------------------- | | Hunt handle rate | Hunt Handle Rate, Hunt Handle Rate Previous Period, Hunt Handle Rate: Change Percentage. | | Hunt related | Accepted Hunts, Hunt Volume, Missed Hunts, Quickdrop Hunts. | | SLA hunt calculations | Hunts Accepted in SLA1, SLA2, SLA3; SLA Hunt; SLA Hunt Previous Period; SLA Hunt Change Percentage. | | Hunt time calculations | Average Hunt Time, Hunt Difference in Seconds, Average Decline Change, Total Hunt Time. | | Talk time calculations | Average Initial Talktime and related change/difference measures. | ### Presence {% hint style="info" %} By default, only presence for the last 30 days is loaded, regardless of the **Previous Days** parameter. {% endhint %} | Calculation | Type | Meaning | | ---------------------------------- | ------------------ | --------------------------------------------------------------------------------------------------------- | | Call Percentage | Percentage measure | Time spent in call and not formally signed out compared to total time not offline or formally signed out. | | Average Discharge Time | Text measure | Average time spent in discharge as `hh:mm:ss`. | | Discharge Duration | Integer measure | Total discharge time in seconds. | | Discharge Time | Text measure | Total discharge time as `hh:mm:ss`. | | Presence Available | Text measure | Total available time as `hh:mm:ss`. | | Presence Away | Text measure | Total away time as `hh:mm:ss`. | | Presence Busy | Text measure | Total busy time as `hh:mm:ss`. | | Presence Do Not Disturb | Text measure | Total do-not-disturb time as `hh:mm:ss`. | | Presence In Call | Text measure | Total in-call time as `hh:mm:ss`. | | Presence Time Formatted | Text measure | Total presence time as `hh:mm:ss`. | | Presence Time Formatted Non Blanks | Text measure | Total presence time as `hh:mm:ss` with blank values filtered out. | ### Quality monitoring | Calculation | Type | Meaning | | ---------------------- | ------------------ | ------------------------------------------------------------------------------------------ | | Not Rated QM | Integer measure | Remaining percentage of the Quality Monitoring rate. | | QM Rate | Percentage measure | Percentage of Quality Monitoring-rated dialogues compared with all accepted conversations. | | QM Rated Dialogues | Integer measure | Unique conversations with a Quality Monitoring score. | | Rated Questions | Integer measure | Unique Quality Monitoring questions. | | Total Rating | Integer measure | Total Quality Monitoring ratings. | | Total Rating Formatted | Integer measure | Total Quality Monitoring ratings; blank values are shown as `-`. | ## Data tables ### Agents A SIP mapping table for agents. Fields: `ID`, `LineURI`, `URI`. ### Classifications Contains classified calls and is used by the classification report. The table is limited to the first five classification levels. Fields: `ClassCombined`, `Classification Level 1`, `Classification Level 2`, `Classification Level 3`, `Classification Level 4`, `Classification Level 5`, `Classification Timestamp`, `Correlation ID`, `Date`, `UCC_ID`. ### Contacts A SIP mapping table for contacts. Fields: `ID`, `LineURI`, `URI`. ### Dates Provides a single source for date-based analysis. Calculations: `End Previous Period`, `Start Previous Period`. Fields: `Date for Filter`, `DateKey`, `Day`, `Day Name`, `Day Name Abbreviation`, `Day of Week`, `Day of Year`, `Year`, `Month`, `Month Name`, `Quarter`, `Week of Year`, `Week of Month`, `Week Number`. ### Details Contains conversation-step information for the Dialogue Detail report, including route information, hunted agents, queue positions, skills, and time intelligence. {% hint style="info" %} This table is filled only when **Load Call Details** is `TRUE`. {% endhint %} Fields: `Correlation ID`, `Date`, `Date time`, `Detail Type`, `Detail ID`, `Detail Message`, `ImageURL`, `Timestamp`, `UCC ID`. ### Dialogue Main reporting table for conversation summaries, queue times, talk times, skill names, timestamps, time summaries, transferees, and contact information. Calculations: `Detail: Agent`, `Detail: Classification`, `Detail: Contact`, `Detail: Hunt Time`, `Detail: Recording Text`, `Detail: Skill`, `Missed Reason`, `Rated`, `Hold time Column`, `Queue time Column`, `Talk time Column`. Fields include: `Accepted`, `Action Type`, `Caller`, `Callersipmapid`, `Correlationid`, `Date`, `Dialogue Type`, `Endpoint URI`, `Forwarded`, `Index`, `Initial Agent`, `Initial Agent Sip ID`, `Initial Talk Time`, `Initial Transferee`, `Initial Transferee Sip ID`, `Missed`, `Modality Type`, `NoContact`, `NoSkill`, `OutsideBusinessHours`, `QM Value`, `Quality Monitoring Value Detail`, `Recording Location`, `Seconds After Transfer`, `Seconds in IVR`, `Seconds in Queue`, `Skill Changed`, `Skill Chosen`, `Skill Final`, `Skill ID`, `Skilltype`, `Supervisor`, `Supervisor Sip Id`, `Time Accepted`, `Time Ended`, `Time Entered Queue`, `Time Started`, `Time Transferred`, `Total Session Time`, `Total Talk Time`, `Total Hold Time`, `Transfer Type`, `UCC ID`, `Voicemail`, `Voicemail Location`. `Supervisor` is the SIP address of the supervisor. `Supervisor Sip Id` is the unique ID of that SIP address. ### Discharge Shows discharge records received by agents. Fields: `Agent Sip ID`, `Correlation ID`, `Discharge Duration`, `Discharge Starttime`, `Discharge UCC ID`. ### Elements Hidden online and visible by default only in Power BI Desktop table or model views. It retrieves the latest icon set for report navigation because Power BI does not support custom icons that switch when the user changes themes. Fields: `Element`, `Link`, `Theme`. ### Hunts Contains hunt information. {% hint style="info" %} A call can have multiple hunts to multiple agents before it is accepted or missed. The total number of hunts can differ from the total number of conversations in `PowerBI_Dialogue`. {% endhint %} Fields: `Accepted`, `Actiontype`, `Agent Sip Id`, `Caller Id`, `ContactSipMapId`, `Correlation ID`, `Date`, `Dialogue Type`, `Hold Time`, `Hunt Duration`, `Hunt ID`, `Hunt Time`, `Hunt Timestamp`, `Initial Talk Time Conversation`, `Initial Talktime`, `Initial Transferee Sip ID`, `Modality Type`, `Skill`, `UCC_ID`. ### Presence Contains presence information. {% hint style="info" %} This table is filled only when **Load Presence Data** is `TRUE`. By default, only presence for the last 30 days is loaded. {% endhint %} Fields: `Agent Sip Id`, `Date`, `Device Type`, `Duration in seconds`, `Duration in Time`, `Endtime`, `Endtime + Date`, `Formal State`, `Location`, `Presence`, `Presence Row ID`, `Presence UCC ID`, `ReasonCodeName`, `Starttime`, `Starttime + Date`. ### QM Stores Quality Monitoring information for the Quality Monitoring report. Individual ratings remain available even if the full Quality Monitoring process is not completed. Fields: `correlationid`, `Index`, `Question`, `QuestionNumber`, `Result`, `time`, `ucc_id`. ### Skills Stores skill information for visuals and tables about skills. Fields: `link`, `Rank`, `Ranking`, `skillchosen`, `UCC Name`, `ucc_id`. ### TimeTable Provides a single source for time-based analysis. Fields: `Daypart`, `Hour`, `Hour:Minutes`, `HourKey`, `HourText`, `Minute`, `MinuteKey`, `Quarter of an Hour`, `Second`, `SecondKey`, `Time`, `TimeKey`. ### Transcript {% hint style="warning" %} The transcript table is legacy Skype for Business WebChat-specific reference material. It does not include WebAgent text-session transcripts. WebAgent text transcript data is stored outside the Power BI Template CDR transcript model. {% endhint %} When legacy chat transcript data is present, the transcript table can support dialogue-detail drill-through. If no legacy chat transcripts are present, the table and chat transcript report are not useful. Calculations: `Message Count Agent`, `Message Count Customer`, `Response Duration Agent`, `Response Duration Contact`, `Customer`, `Duration Response`, `Agent Response Formatted`, `Customer Response Formatted`, `ColorCoding`. Fields: `AgentIcon`, `Chat Timestamp`, `chatConversationID`, `CorrelationID`, `CustomerIcon`, `IsCustomer`, `Participant`, `Participant Sip`, `Participant Sip ID`, `Transcript ID`, `Transcript Message`. ### Transferee A SIP mapping table for transferees. Fields: `ID`, `LineURI`, `URI`. ### UCCs Contains names and IDs for UCCs in the database. Fields: `UCC ID`, `UCC Name`, `DisplayName`. ## Related pages * [Set up the Power BI Template](/platform-administration/reporting-administration/reporting/set-up-power-bi-template.md) * [Power BI Template](/use/monitor-and-report/power-bi-template.md) * [Power BI Template measurements and flows](/use/monitor-and-report/power-bi-template/power-bi-template-measurements.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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