When building reports, you may want roll-up numbers for a period of time (summary data) or a granular look at each individual interaction (detail data). This article explains the difference between the two and how to use each one.
Summary vs. Detail data
| Data type | Characteristics |
|---|---|
| Summary | Stored in the cloud and updated hourly. Pre-aggregated for fast generation — typically under a second. Shows high-level counts and time metrics with totals for the summarized view. |
| Detail | Not stored within Brightmetrics — queried via encrypted connection when requested. Shows up-to-date data based on what's currently logged to your database. Generation time depends on the filters and time range selected. Shows one row per interaction with metrics broken out individually. |
Which report should I use?
The Agent Activity data set powers two reports — Agent Metrics and Interaction Details — which together give you both the summary and detail perspectives on agent call data.
Agent Metrics (summary)
The Agent Metrics report shows a high-level view with total interaction counts per agent. You can add dimensions like Outcome or Transfer Destination, and click the green + icons to drill into the underlying interactions.
Example: A count of interactions per agent by day during the reporting period:
Interaction Details (detail)
The Interaction Details report lists one row per interaction, showing fields like Category, Queue Name, and Wrap Up Code. Click any interaction to open the Cradle to Grave report.
Example: Running the detail report or drilling into Agent Metrics to see individual interactions and their details:
Questions or feedback? Please email us at support@brightmetrics.com.