Service record details and pivots

Field Name	Definition	Example Value
Time of incoming contact or contact initiation	The time when the customer contacts via phone or social channels and is transferred to a live agent.	2022/10/11 10:30:45
Service start time	The time when the agent actually begins handling the customer's request.	2022/10/11 10:31:10
Conversation end time	Refers to the time when the interaction between the agent and the customer ends. For example, the time the call is hung up after finishing, or the time the conversation ends automatically in a social channel because the customer exceeded the wait time.	2022/10/11 10:40:00
Service end time	Service end time refers to the time when the agent formally finishes the service after completing follow-up work from the interaction (such as logging, notes, etc.). For example, when the agent presses the "Complete Service" button at the service console, that is the service end time.	2022/10/11 10:45:00
Service hours	Total elapsed seconds from service start to end.	145
Incoming direction	The source direction from which the customer contacts customer service.	Outgoing
Channel category	The category to which the contact channel belongs.	Voice
Service channel	More specific contact tools, for example: Facebook, LINE, WhatsApp, etc.	LINE
Service channel information	The specific service or account information used by the customer, for example: a particular social account name or phone number.