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 be empty of calls
- is ended when the code is deleted/cancelled or on hangup
- contains detailed reports of the actions performed by the guest and agent during the call if there is one
If a guest clicks on the same URL multiple times, it will generate several case-reports, but it will only count as 1 call.
One "Case Report" can contain 0 (no one clicked on the link, or the connection didn't happen) or 1 call instance
A "Call Report":
- is started when a guest and an agent connect for at least 30s (with 15s segments minimum)
- can be linked to several cases together when guest is reconnecting using the same link
- contains only metrics (count) of certain actions (no details)
- is ended when one of the parties hangs up completely
One "Call Report" can encompass multiple "Case Reports" and will list them under "List of Case report Id".
If your contract is setup on a per-call basis, then the call-reports are the metrics used to invoice.
If you are performing some data analysis on the number of calls performed (per agent, per timeframe, per usecase, etc.) then we suggest basing your calculations off of the call-reports.