Service record details and pivot
View service record details and use pivot analysis to summarize service data by dimensions such as agent, date, channel category, and service tag.
Overview
“Service Record Details” and “Service Record Pivot” are both based on FIRST LINE service record data, but they serve different purposes:
Service Record Details: Review the detailed information for each service entry one by one, suitable for tracing a specific customer, agent, channel, service result, or notes.
Service Record Pivot: Cross-tabulate service records by different dimensions, suitable for comparing service volume distribution across different agents, dates, channel categories, service tags, or service results.
Service Record Details
“Service Record Details” displays service records in a table, one by one, within a specified date range.
After entering “Reports > Service Record Details,” you can first set a date range, then use other filtering conditions provided by the report to narrow the data scope.
Main Fields
#
Service record number.
Conversation start time
The time when the customer enters the service process, or when the agent proactively contacts them and begins the service.
Service start time
The time when the agent actually begins handling the service.
Conversation end time
The time when the main conversation between the customer and the agent ends, such as when a call is disconnected or a message conversation ends.
Service end time
The time when the agent completes the follow-up work after the conversation and formally finishes the service.
Total service time
The accumulated service time from when the service begins being handled until it is completed.
Inbound/Outbound direction
Shows whether the service is inbound or outbound.
Channel category
The channel category to which the service belongs.
Service channel
The channel where the service actually took place, such as LINE, Facebook, WhatsApp, phone, or email. If a single service involves multiple channels, they will all be shown together.
Service channel information
Displays the account, phone number, or other identifiable information corresponding to the service channel.
Responsible agent
The agent currently or ultimately responsible for the service record.
Customer
The customer name associated with the service record.
Member ID
The member ID of the associated customer.
National ID number
The national ID number of the associated customer.
Service result
The service result recorded when the service was completed.
Notes
The notes filled in by the agent in the service record.
Difference between conversation end time and service end time
These two times are easy to confuse, but they represent different stages:
Conversation end time: The main interaction between the customer and the agent has ended.
Service end time: The agent formally ends the service after completing notes, service tags, service result, or other follow-up work.
For example, the call ended at 10:40 hang-up, but the agent at 10:45 finished the notes and clicked Complete Service:
Conversation end time:
10:40Service end time:
10:45
The time between the two is usually considered the period during which the agent completes post-call handling or follow-up service work.
Dynamic fields
In addition to fixed fields, “Service Record Details” may also include extra fields depending on the company’s settings.
Service tag categories
The system will expand the currently enabled service tag categories into separate fields and display the service tags selected for that service.
For example, if the company creates the following categories:
Issue type: returns, payment, logistics
Product type: appliances, clothing, food
The report may then additionally show the “Issue type” and “Product type” fields, making it easier to directly compare the tag contents of different service records.
Custom fields for service records
If the company has set custom fields for service records, the report will also dynamically add the corresponding fields based on the current custom field settings.
Therefore, the fields shown in Service Record Details may not be exactly the same for different companies.
Service Record Pivot
“Service Record Pivot” groups the same service record data by different dimensions, helping managers view service volume distribution from an overall perspective.
The pivot table uses by default:
Rows: Responsible agent
Columns: Created time
Displayed value: number of service records
You can adjust the rows, columns, and available fields according to your analysis purpose to recompose the report.
Available analysis fields
The following fields can currently be used for pivot analysis:
Service result
Group by the service result selected when the service was completed.
Inbound month
Group by the month of the conversation start time, suitable for observing longer-term trends.
Owner
Group by the owner to which the service record belongs.
Channel category
Group by the channel category of the service source.
Service channel
Group by the actual service channel, such as LINE, Facebook, WhatsApp, phone, or email.
Inbound/Outbound direction
Group by inbound or outbound.
Has customer data
Group by whether the service record has been linked to customer data.
Customer
Group by customer name.
Service tags
Use the service tags contained in the service as an analysis dimension.
Responsible agent
Group by the responsible agent for the service record.
Created time
Group by the service record creation date.
Conversation end time
Group by the conversation end date.
Service end time
Group by the date the service was formally completed.
Service start time
Group by the date the agent began providing the service.
Common analysis methods
Compare service volumes across different agents
Put “Responsible agent” in rows and “Created time” in columns to quickly compare the number of service records handled by different agents each day.
If some agents have significantly higher service volumes than others, you can further combine channel category, service result, or service tags to identify which service scenarios account for most of the workload.
Compare service demand across different channels
Cross-analyze “Channel category” or “Service channel” with “Created time” to observe changes in service volume across different channels on each date.
For example, it can be used to compare whether service volumes for channels such as LINE, phone, and Facebook Messenger increased significantly on specific dates or months.
Analyze service results
Combine “Service result” with responsible agent, channel category, or date to view the distribution of different service results.
If a certain type of result increases significantly, you can return to “Service Record Details” to review the corresponding service records, notes, and customer information to further confirm the cause.
Observe service tag trends
Cross-analyze “Service tags” with date, agent, or channel to understand which periods, agents, or service sources a specific issue type is mainly concentrated in.
If you need “tag category × service tag” as the main analysis method, you can also use the separate “Service Tag Details” and “Service Tag Pivot” reports for further analysis.
How should you choose between details and pivot?
Query what happened in a specific service
Service Record Details
View detailed information such as customer, notes, and member ID
Service Record Details
Query service tag categories or custom field contents
Service Record Details
Compare service volumes across different agents
Service Record Pivot
Compare the distribution across different dates, channels, or service results
Service Record Pivot
Find an abnormal trend and then trace back to the original records
First use Service Record Pivot, then go back to Service Record Details find the corresponding data
When performing comparisons across periods or teams, it is recommended to first confirm that the filtered dates and analysis dimensions are consistent. If different reports use different date fields, such as “Created time,” “Service start time,” or “Service end time,” the statistical results may differ.
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