> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/report/service-log.md). # 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**: View the detailed data for each service record one by one, suitable for tracing a specific customer, agent, channel, service outcome, or note content. * **Service Record Pivot**: Aggregate service records across different dimensions, suitable for comparing service volume distribution by different agents, dates, channel categories, service tags, or service outcomes. {% hint style="info" %} A service record represents one actual service handling unit and is not the same as a “conversation” or a “number of messages.” The same customer may generate multiple service records at different times; a single service record may also include multiple conversations or interactions across different channels. {% endhint %} *** ## Service Record Details “Service Record Details” presents 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 narrow the data range with other filter conditions provided by the report. ### Main Fields | Field | Description | | --------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **#** | Service record number. | | **Conversation Start Time** | The time when the customer enters the service process, or the agent proactively contacts them and starts the service. | | **Service Start Time** | The time when the agent actually starts handling the service record. | | **Conversation End Time** | The end time of the main conversation between the customer and the agent, such as when a call is hung up or a message conversation ends. | | **Service End Time** | The time when the agent finishes follow-up work after the conversation and officially completes the service record. | | **Total Service Time** | The time from when the agent first starts the service to when the last conversation ends, excluding follow-up processing time after the conversation ends and before the service is officially completed. | | **Direction** | Shows whether the service is inbound or outbound. | | **Channel Category** | The channel category that this service record belongs to. | | **Service Channel** | The actual channel where the service took place, such as LINE, Facebook, WhatsApp, phone, or email. If the same service includes multiple channels, they will all be shown. | | **Service Channel Info** | Displays the account, phone number, or other identifiable information corresponding to the service channel. | | **Assigned Agent** | The agent currently or ultimately responsible for this service record. | | **Customer** | The customer name associated with the service record. | | **Membership Number** | The membership number of the associated customer. | | **ID Number** | The ID number of the associated customer. | | **Service Outcome** | The service outcome recorded when the service was completed. | | **Notes** | The notes entered 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: 1. **Conversation End Time**: The customer's and agent's main interaction has ended. 2. **Service End Time**: After the agent has completed notes, service tags, service outcome, or other follow-up work, the service is officially closed. For example, the call `10:40` hung up, but the agent `10:45` finished the notes and clicked Complete Service: * Conversation end time:`10:40` * Service end time:`10:45` If this service `10:00` begins, the report's “Total Service Time” is **40 minutes**, it will not become `10:45` 45 minutes just because the service was officially ended at that time. The time between them is usually when the agent is organizing notes or completing other follow-up tasks; this time is not included in the “Total Service Time” above. {% hint style="info" %} The “Total Service Time” in the report is from the start of the first service to the end of the last conversation, excluding the follow-up processing time after the conversation ends. If you want to understand the full elapsed time from the start of service to the official completion of the service, you can additionally compare “Service Start Time” and “Service End Time”; this time is different from the “Total Service Time” in the report. {% endhint %} ### 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 record. For example, if the company creates the following categories: * Issue Type: Returns, Payment, Logistics * Product Type: Home 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. #### Service Record Custom Fields 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 across different companies. *** ## Service Record Pivot “Service Record Pivot” groups the same service record data by different dimensions to help managers view service volume distribution from an overall perspective. The pivot table uses the following by default: * **Rows: Assigned 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 recombine the report. {% hint style="info" %} The default value in Service Record Pivot is “Number of service records.” A single service record is counted only as one service data item and should not be directly interpreted as the number of messages or conversations. {% endhint %} ### Available Analysis Fields The following fields are currently available for pivot analysis: | Field | Description | | ------------------------- | --------------------------------------------------------------------------------------------- | | **Service Outcome** | Group by the service outcome selected when the service is completed. | | **Inbound Month** | Group by the month of the conversation start time, suitable for observing longer-term trends. | | **Owner** | Group by the owner that the service record belongs to. | | **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. | | **Direction** | Group by inbound or outbound. | | **Has Customer Data** | Group by whether the service record is linked to customer data. | | **Customer** | Group by customer name. | | **Service Tags** | Use the service tags contained in the service record as an analysis dimension. | | **Assigned Agent** | Group by the agent responsible 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 officially completed. | | **Service Start Time** | Group by the date the agent started providing the service. | ### Common Analysis Methods #### Compare service volume across different agents Put “Assigned 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 volume than others, you can further combine channel category, service outcome, or service tags to confirm which service scenarios the workload mainly comes from. #### Compare service demand across different channels Cross-analyzing “Channel Category” or “Service Channel” with “Created Time” lets you observe changes in service volume across different channels by date. For example, it can be used to compare whether the service volume for channels like LINE, phone, or Facebook Messenger increased significantly on specific dates or months. #### Analyze service outcomes Combine “Service Outcome” with assigned agent, channel category, or date to view the distribution of different service outcomes. If one type of outcome increases significantly, you can go back to “Service Record Details” to view the corresponding service records, notes, and customer information to further confirm the reason. #### Observe service tag trends Cross-analyzing “Service Tags” with date, agent, or channel can help you 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? | Need | Recommended Report | | -------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------- | | Check what happened in a specific service | **Service Record Details** | | View detailed information such as customer, notes, and membership number | **Service Record Details** | | Check service tag category or custom field content | **Service Record Details** | | Compare service volume across different agents | **Service Record Pivot** | | Compare the distribution of different dates, channels, or service outcomes | **Service Record Pivot** | | Trace the original records after finding an unusual trend | First use **Service Record Pivot**, then return to **Service Record Details** find the corresponding data | {% hint style="warning" %} When comparing across periods or teams, it is recommended to first confirm that the filter 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. {% endhint %}