What is the difference between a "Call Report" and a "Case Report"?
This article will attempt to shed some light on those 2 distinct but complimentary SightCall objects.
A "Case Report":
- is started when a code is sent to a guest (or when a guest clicks on an ACD URL)
- can include zero calls if the guest never clicks on the URL
- ends when the code is deleted/cancelled or on hangup
- contains detailed reports of the actions performed by the guest and agent during each call
If a guest clicks on the same URL multiple times, it will generate several case-reports using the same Pincode, but it will only count as 1 call.
One "Case Report" can contain 0 or 1 Call ID. (no one clicked on the link, or the connection didn't happen)
A "Call Report":
- is started when a guest and an agent connect for at least 30s (with 15s segments minimum)
- can be link several cases together when guest is reconnecting using the same link
- contains aggregated counts of certain actions (e.g. Number of photos taken during the call)
- is ended when one of the parties hangs up completely
One "Call Report" can include multiple "Case Reports". You can find the Case Report IDs in the "Call Details" section with a count of associated Case Reports with their IDs listed below it.
Counting calls
If your contract is setup on a per-call basis, then the call-reports are the metrics used to invoice.
If you are performing data analysis on the number of calls performed (per agent, per timeframe, per usecase, etc.) then we suggest using Call Report data.