Raw data vs Archive events
In this chapter we explain the most important differences between the detailed call information found in Raw Data and what you see in the Archive in Puzzel’s Admin Portal.
The Puzzel Archive gives a simplified illustration of the calls.
The user can search for a call (email or chat) and see a simplified graphical illustration of what happened and listen to recording(s) in this call (if any).
In the Archive’s call graph, we shown one «status» at a time for a call (=Call-id).
The different Archive events and how they relate to Raw data events
| Archive event | Raw data event |
| Menu | Menu (m) |
| Queue | Queue (q) |
| Queue (Callback) | No such event in Raw data. This is the time from Callback was ordered until the callback is answered (for callback where agent is called first). This event is also used for Dialler calls and outbound calls (aka Callout) |
| Conversation | The speaktime from the Conversation (c) events that are not overlapping with other Conversation events or Queue events. |
| Consult | No such event in Raw data. This is the overlapping speaktime from 2 Conversation (c) events. |
| Consult to queue | No such event in Raw data. This is the Queue (q) events that are overlapping with speaktime in Conversation (c) events. |
A call goes through none or more Menus, one or more Queues and has none or more Conversation events and possibly Consult and Consult to queue events.
Conversation events
- Conversation events that are answered are shown in Archive, but not the ones with result busy/no answer/timeout etc
- Only speak-time for Conversation events are shown (not connecting time and wrap-up time). In rare cases a Conversation event is answered but the speaktime is rounded to 0 seconds.
- For outbound calls, callbacks and preview Dialler calls (‘ciq’ in Raw data) where the speaktime on the agent’s conversation event is a bit longer than the speaktime on the called number’s conversation event, we usually show speaktime experienced by the called number in Archive, which is shorter than the speaktime used in historical agent level reports.
Consult calls (not through queue)
- For ordinary consult calls we generate 2 Raw data conversation events with partly overlapping speaktime. In Archive we show the consult part (the overlapping speaktimes) as a separate Archive Consult event, and we shorten the duration of the 2 overlapping Conversation events in Archive accordingly (see 2 illustrations below)
Consult to queue
If agent1 starts a consult call to queue, agent1 waits in queue before being connected to agent2, and then agent1 returns to the caller or transfers to agent2. This results in a new Raw data Queue event at the same time as agent1's Conversation event is ongoing.
From March 19th 2025 we introduced a new Consult to queue event in Archive to better visualize consult to queue. For a Raw data Queue event that has its duration at the same time as a Conversation event's speaktime, we generate a Consult to queue event for Archive, and we shorten the Conversation event accordingly.
Example where agent1 consults to queue, speaks with agent2 and then transfers the caller to agent2.
If agent1 ends to consult and returns to caller instead of transferring the caller to agent2, then the Conversation event after the Consult event will be for agent1.
If an agent starts a Consult to queue but aborts while waiting in queue, we will create a Consult to queue event and then a Conversation event.
Callback in queue
- For the time between the caller hung up after having ordered callback and the point in time the caller and the agent was joined, we generate and show a "Queue (callback)" event in Archive. The Raw data queue event ends when the caller left the queue to order callback.
- In Archive we only show the time the agent and the caller were joined as Conversation time (see illustration)
Silent monitoring
- Conversation events for Silent monitoring/Listen in calls (type ‘l’) are not shown, but the listener's number and ordering admin are listed as parameters under General information.
More details about the Archive can be found in the Admin Portal User Guide here.