Reporting Database Specification

Bright Pattern Documentation

Generated: 11/01/2024 1:21 am
Content is available under license unless otherwise noted.

Contents

Purpose

ServicePattern Reporting Database Specification describes the historical data that is collected and stored in the Reporting Database, also known as DB2. This database contains detailed records about interactions and agent activities as well as many pre-aggregated statistical values.

Note: The Reporting Database tables that are not documented in this guide are for internal use only.


The data collected in the Reporting Database is used for generation of the out-of-the-box ServicePattern reports. The reports have been developed using the Jaspersoft Studio. For information about these reports, see ServicePattern Reporting Reference Guide.

You can use any SQL-based reporting application to create your custom reports. Note however that using Jaspersoft Studio for custom report creation offers the following advantages:

Note: Jaspersoft has two different tools for report development: iReport Designer and Jaspersoft Studio. Note that only the Studio is supported as the tool for creation of custom report templates for your ServicePattern contact center solution.


Next >

Audience

This guide is intended primarily for professionals responsible for design, development, and testing of custom applications and reports in your contact center.

Readers are expected to be have experience with relational databases and reporting tools as well as solid understanding of contact center operations and resources that are involved in such operations.



< Previous | Next >

General Information About Statistical Data

The tables specified in this section contain metrics for the main contact center resources, such as agents and services, arranged in 15-minute statistical intervals. The data in these tables is used, in particular, for generation of the out-of-the-box reports described in the ServicePattern Reports Reference Guide. You can see the actual queries used in these reports by downloading the corresponding .jrxml templates.

The data source for these metrics is the raw event data that is initially written to the Collector Database (DB1) in real-time by various ServicePattern components. This raw data is then periodically extracted by the Aggregator component, transformed into the specified metrics for the base 15-minute statistical intervals, and loaded into the tables of the Reporting Database (DB2). An SQL-compliant reporting application can be used for aggregation of these basic metrics into desired higher-level reporting intervals (hour, day, week, month, etc.).

The following considerations apply to all statistical data tables:



< Previous | Next >

agent_performance

This table contains agent metrics. Note that interaction-related metrics are counted separately for each service that the agent provided within the aggregation interval. Thus, unless noted otherwise with respect to a particular metric, any interaction mentioned in this table shall be interpreted as an interaction associated with service specified in the service_name field that was handled by the agent identified by the login_id field.


Column Name Data Type Description
id BINARY (16) Reserved
pkid INT Primary key.
login_id VARCHAR Agent login as defined in configuration.
first_name VARCHAR Agent first name as defined in configuration.
last_name VARCHAR Agent last name as defined in configuration.
team_name VARCHAR Name of the team that the agent is assigned to as defined in configuration.
rank VARCHAR Agent rank as defined in configuration.
no_service BIT Reserved
service_name VARCHAR Name of the service associated with the calls handled by the agent. If the agent handled calls for multiple services, his call-related metrics will be provided for each service separately.

For services of media type chat, any call mentioned in this table shall be interpreted as a chat interaction in the same context.

is_internal BIT TRUE for internal calls. If set to TRUE, all inbound calls in this row shall be interpreted as internal calls received by the agent, and all outbound calls as internal calls made by the agent.
is_campaign BIT Services of blended type will have two rows of metrics: one where this bit is set to TRUE, counting campaign calls only; the other row with this bit set to FALSE, counting inbound and non-campaign outbound calls.
media_type ENUM Media type. Possible values VOICE, CHAT, EMAIL.

If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.

start_time DATETIME Start time of the aggregation interval.
end_time DATETIME End time of the aggregation interval.
agg_run_id BINARY (16) Aggregator run that produced this record.
total_num_calls BIGINT Reserved.
num_calls_in BIGINT Number of inbound calls offered to the agent.

For email, number of emails that were pushed to the agent.

num_calls_answered BIGINT Number of inbound calls handled by the agent.

For email, total number of inbound emails processed by the agent in any manner (replied to, closed without reply, or transferred).

num_calls_out BIGINT Number of initiated outbound calls.

For email, number of outbound emails that were sent by this agent. Outbound emails include unsolicited emails and possible additional responses to inbound emails that were previously replied to.

num_calls_answered_outbound BIGINT Number of outbound calls handled by the agent.
num_calls_agent_abandoned BIGINT Reserved.
num_calls_rejected BIGINT Number of inbound or predictive outbound calls the agent rejected.
num_calls_no_answer BIGINT Number of inbound or predictive outbound calls the agent did not answer within the specified No Answer timeout.

For email, number of emails that were pushed to the agent and were explicitly rejected (i.e., returned to the queue or to the transferring agent). Excludes emails that went into agent’s personal queue.

num_calls_graded BIGINT Number of calls handled by the agent that were graded.
num_initiated_transfers BIGINT Number of transfers made by the agent.

For email, number of emails transferred by the agent to any other resource.

total_login_time BIGINT Total time the agent was logged on during the aggregation interval (the sum of all times in states indicating that the agent was logged in).
total_working_time BIGINT Total time the agent spent handling calls or being ready to handle calls during the aggregation interval (the sum of times in Talk, Hold, After-Call Work and Ready states).
total_ready_time BIGINT Total time the agent spent in the Ready state during the aggregation interval.
total_handling_time BIGINT Reserved.
total_handling_call_time BIGINT Reserved
total_handling_call_time_in BIGINT The sum of talk and hold times for inbound calls. Includes ringing time.
total_handling_call_time_out BIGINT The sum of talk and hold times for outbound calls. Includes dialing time.
total_handling_acw_time BIGINT Reserved
total_handling_acw_time_in BIGINT The sum of after-call work times for inbound calls.

For email, total time the agent spent doing after call work related to emails. Includes only the emails that agents replied to.

total_handling_acw_time_out BIGINT The sum of after-call work times for outbound calls.
total_busy_time_in BIGINT The sum of times the agent was busy with inbound calls. Includes hold times. Does not include ringing time or after call work time.
total_busy_time_out BIGINT The sum of times the agent was busy with outbound calls. Includes hold times. Does not include dialing time or after call work time.
total_ringing_time_in BIGINT The sum of ringing times for inbound calls delivered to the agent (between call initiation and either remote party answer or abandonment).
total_ringing_time_out BIGINT The sum of ringing times for outbound calls initiated by the agent (between call initiation and either remote party answer or abandonment).
total_acw_time_in BIGINT Reserved
total_acw_time_out BIGINT Reserved
total_hold_time_in BIGINT The sum of hold times for inbound calls.

For email, total time emails spent in inactive state on the agent desktop. Includes only the emails that agents replied to.

total_hold_time_out BIGINT The sum of hold times for outbound calls.
num_surveys BIGINT Number of surveys available for calls handled by this agent.
num_surveys_with_cs BIGINT Number of surveys where the contact satisfaction question was responded to.
num_surveys_with_nps BIGINT Number of surveys where the net promoter score question was responded to.
num_surveys_with_fcr BIGINT Number of surveys where the first-call resolution question was responded to.
cs BIGINT The sum of contact satisfaction marks for all surveys where the contact satisfaction question was responded to.
nps BIGINT The sum of net promoter score points for all surveys where the contact satisfaction question was responded to.
num_fcr BIGINT Number of surveys that indicated first-call resolution relative to total number of surveys where the first-call resolution question was responded to.
grade_name VARCHAR Name of the call grading category.
grade_count BIGINT Number of calls handled by the agent that received any grades in the category specified in grade_name.
grade_total_value BIGINT The sum of all grades for the calls counted in grade_count.
grade_order_num INT The order in which the category specified in grade_name is supposed to appear in reports relative to the other grading categories (as defined in configuration).
not_ready_reason VARCHAR Not Ready reason as defined in configuration.
not_ready_time BIGINT Total time the agent spent in the Not Ready state with the reason specified in not_ready_reason.
num_emails_pulled BIGINT Number of inbound emails that the agent pulled from the service queue.
num_emails_received_as_transfers BIGINT Number of inbound emails that were transferred to the agent.
num_emails_replied_by_agent BIGINT Number of emails that the agent replied to. Includes only the first meaningful response. Note that only the first response is counted. Possible follow-up email messages related to previously replied emails are considered outbound emails and counted in the num_calls_out field.
num_emails_closed_without_reply BIGINT Number of inbound emails that this agent closed without reply.
num_emails_discarded BIGINT Number of outbound emails that this agent initiated and subsequently discarded without sending.
email_answer_time BIGINT Total time this agent spent replying to inbound emails. The time is measured from the moment an email arrives at the agent desktop to the moment when the first meaningful response leaves his personal queue.
num_emails_in_carried_over BIGINT Number of inbound emails that were delivered to this agent by any method before the given reporting interval and remained unprocessed at the beginning of the interval.
num_emails_in_waiting_

in_personal_queues

BIGINT Number of inbound emails that were in the agent’s personal queue at the end of the interval.
num_emails_out_waiting_in_

personal_queues

BIGINT Number of outbound emails that were in the agent’s personal queue at the end of the interval.
num_emails_in_service_changed BIGINT Number of inbound emails to the given service that the agent re-categorized (i.e., assigned another service to them and continued their processing).
num_emails_in_waiting_in_

personal_queues_breached_sla

BIGINT Number of inbound emails remaining in the agent’s personal queue at the end of the interval that breached SLA (i.e., the emails whose time in the system exceeded the service level threshold configured for the given service).


< Previous | Next >

team_performance

This table is currently not used. If any team-level metrics are desired in custom reports, such metrics can be obtained by combining the corresponding data from the agent_performance table for all team members selected using the team_name field.


< Previous | Next >

service_in_time_counters

This table contains general metrics for all services defined in your contact center configuration.

Note the following:


Column Name Data Type Description
id BINARY (16) Primary key.
agg_run_id BINARY (16) Aggregator run that produced this record.
start_time DATETIME Start time of the aggregation interval.
end_time DATETIME End time of the aggregation interval.
service_name VARCHAR Name of the service as defined in service configuration.
destination_phone VARCHAR Access number for this service as defined in the Dial-in Scenario Entry associated with service. If a service is associated with multiple access numbers, metrics specified in this table will be provided for each access number separately.
team_name VARCHAR Name of the team that handled calls associated with this service. This field is empty for the service metrics that are not team specific.

If several teams handled calls associated with the service, the team metrics will be provided for each team separately.

media_type ENUM Media type of this service. Possible values VOICE, CHAT, EMAIL.

If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.

num_calls_received BIGINT Number of received service calls. For email, number of received service emails, including new emails and emails related to existing thread.

For new emails only, see num_emails_received_new.

num_calls_received_as_transfers BIGINT Number of service calls received as transfers.

For email, number of service emails received as transfers.

num_calls_received_as_transfers_

from_same_service

BIGINT Number of service calls received as transfers from the same service.
num_calls_received_as_transfers_

from_other_service

BIGINT Number of service calls received as transfers from different services.
num_calls_queued BIGINT Number of service calls that were queued.
num_calls_answered BIGINT Number of service calls that were answered.

For email, number of inbound service emails processed in any manner (replied to, closed without reply, transferred, or service changed).

num_calls_transferred_internally BIGINT Number of service calls that were answered and then transferred to another internal number (queue or extension).

For email, number of service emails that were transferred.

num_calls_transferred_externally BIGINT Number of service calls that were answered and then transferred to an external number.
answer_time BIGINT Total answer time for all calls counted in num_calls_answered.
num_calls_abandoned BIGINT Total number of service calls that were abandoned at any time after entering the queue.
num_calls_abandoned_after_threshold BIGINT Number of service calls that were abandoned outside of the Service Level threshold (i.e., after the time set by parameter Within threshold in service configuration). Includes the calls that were abandoned while ringing.
num_calls_abandoned_in_ivr BIGINT Number of service calls that were abandoned before entering the queue (i.e., while still at the IVR stage).
num_calls_self_service BIGINT Number of service calls that were serviced by an IVR application (as indicated by execution of scenario block Self-Service Provided).
num_calls_in_service_level BIGINT Number of service calls that were answered within the Service Level threshold (i.e., within the time set by parameter Within threshold in service configuration).

For email, number of inbound emails that were replied to within the Service Level threshold. Note that for service level purposes, the reply time excludes the hours when the service was closed according to the configured HOP.

num_overflow_calls BIGINT Number of service calls that were distributed to overflow destinations.
num_calls_held BIGINT Number of service calls that were held at any time during their handling.
num_calls_recv_as_transfers_

answered

BIGINT Number of service calls received as transfers that were answered.
num_calls_recv_as_transfers_

in_service_level

BIGINT Number of service calls received as transfers that were answered within the Service Level threshold (i.e., within the time set by parameter Within threshold in service configuration).
num_calls_recv_as_transfers_

abandoned

BIGINT Number of service calls received as transfers that were abandoned.
num_calls_recv_as_transfers_

abandoned_in_ivr

BIGINT Number of service calls received as transfers that were abandoned before entering the queue (i.e., while still at the IVR stage).
num_calls_recv_as_transfers_

abandoned_after_threshold

BIGINT Number of service calls received as transfers that were abandoned outside of the Service Level threshold (i.e., after the time set by parameter Within threshold in service configuration). Includes the calls that were abandoned while ringing.
num_calls_recv_as_transfers_

queued

BIGINT Number of service calls received as transfers that were queued.
num_calls_recv_as_transfers_held BIGINT Number of service calls received as transfers that were held at any time during their handling.
num_calls_queued_answered BIGINT Number of queued service calls that were answered. Unlike num_calls_answered, this metric counts only calls that passed through the given service queue.
answer_time_queued BIGINT Total answer time for all calls counted in num_calls_queued_answered.
num_calls_queued_abandoned BIGINT Number of queued service calls that were abandoned. Unlike num_calls_abandoned, this metric counts only calls that passed through the given service queue.
num_calls_queued_abandoned_

after_threshold

BIGINT Number of queued service calls that were abandoned outside of the Service Level threshold (i.e., after the time set by parameter Within threshold in service configuration). Includes the calls that were abandoned while ringing. Unlike num_calls_abandoned_after_threshold, this metric counts only calls that passed through the given service queue.
num_calls_queued_in_service_level BIGINT Number of queued service calls that were answered within the Service Level threshold (i.e., within the time set by parameter Within threshold in service configuration). Unlike num_calls_in_service_level, this metric counts only calls that passed through the given service queue.
num_calls_queued_held BIGINT Number of queued service calls that were held at any time during their handling. Unlike num_calls_held, this metric counts only calls that passed through the given service queue.
abandonment_time_queued BIGINT Total abandonment time for all calls counted in num_calls_queued_abandoned.
abandonment_time_after_

threshold_queued

BIGINT Total abandonment time for all calls counted in num_calls_queued_abandoned_after_threshold.
abandonment_time BIGINT Total abandonment time for all calls counted in num_calls_abandoned.
abandonment_time_after_threshold BIGINT Total abandonment time for all calls counted in num_calls_abandoned_after_threshold.
total_duration_in BIGINT The sum of total durations of inbound service calls. Includes time in IVR, queue, as well as ringing, talk, and hold times. Does not include after-call work time.
busy_time_in BIGINT Total talk and hold time for inbound service calls.
busy_time_out BIGINT Total talk and hold time for outbound calls excluding campaign calls.
acw_time BIGINT Total after-call work time for inbound and outbound service calls excluding campaign calls.
acw_time_in BIGINT Total after-call work time for inbound service calls.
acw_time_out BIGINT Total after-call work time for outbound service calls excluding campaign calls.
hold_time_in BIGINT Total hold time for inbound service calls.
hold_time_out BIGINT Total hold time for outbound service calls excluding campaign calls.
ringing_time_in BIGINT Total ringing time for inbound service calls.
ringing_time_out BIGINT Total dialing time for outbound service calls excluding campaign calls (time from the moment an outbound call is initiated till it is answered by the remote party).
num_calls_outbound BIGINT Number of outbound calls that were made with respect to this service. Does not include campaign calls.

For email, number of outbound emails that were sent. Outbound emails include unsolicited emails and possible additional responses to inbound emails that were previously replied to.

num_calls_answered_outbound BIGINT Number of outbound calls made with respect to this service that were answered. Does not include campaign calls.
num_calls_held_outbound BIGINT Number of answered outbound calls made with respect to this service that were held by agents at any time during their handling. Does not include campaign calls.
ready_time BIGINT Total time in state Ready for all team agents within the aggregation interval.
not_ready_time BIGINT Total time in state Not Ready for all team agents within the aggregation interval.
login_time BIGINT Total login time for all team agents within the aggregation interval.
handling_time BIGINT Total handling time for calls of the given service/campaign handled by all team agents within the aggregation interval. Includes talk, hold, and after-call work time.
handling_call_time BIGINT Total on-call time for calls of the given service/campaign handled by all team agents within the aggregation interval. Includes ringing/dialing, talk, and hold time.
handling_acw_time BIGINT Total after-call work time for calls of the given service/campaign handled by all team agents within the aggregation interval.
assigned_handling_call_time BIGINT Total handling time for all calls handled by all team agents within the aggregation interval. Includes talk, hold, and after-call work time.
assigned_handling_acw_time BIGINT Total after-call work time for all calls handled by all team agents within the aggregation interval.
min_agents BIGINT Minimum number of agents possessing this service skill who were simultaneously logged on within the aggregation interval.
max_agents BIGINT Maximum number of agents possessing this service skill who were simultaneously logged on within the aggregation interval.
campaign_calls_attempted BIGINT Number of campaign calls that were attempted.
campaign_dialer_calls_queued BIGINT Reserved.
campaign_dialer_calls_handled BIGINT Reserved.
campaign_calls_ivr BIGINT Number of campaign calls that entered an IVR application.
campaign_calls_queued BIGINT Number of campaign calls that were queued.
campaign_calls_abandoned BIGINT Number of campaign calls that were abandoned (terminated by the remote party while waiting in queue to be connected to an agent).
campaign_calls_handled BIGINT Number of campaign calls that were handled by agents.
campaign_calls_held BIGINT Number of campaign calls that were held any number of times during their handling.
campaign_calls_rpc BIGINT Reserved.
campaign_records_completed BIGINT Number of campaign records completed within the reporting interval including the records for which no attempts were made because of DNC match or filter exclusion.
campaign_records_valid BIGINT Number of campaign records completed within the reporting interval except the ones counted in campaign_records_excluded.
campaign_records_dialed BIGINT Number of campaign records completed within the reporting interval for which at least one number was dialed.
campaign_records_queued BIGINT Number of campaign records completed within the reporting interval for which at least one call was queued.
campaign_records_handled BIGINT Number of campaign records completed within the reporting interval for which at least one call was handled by an agent.
campaign_records_excluded BIGINT Number of campaign records completed within the reporting interval for which no attempts were made because of DNC match or filter exclusion.
campaign_records_rpc BIGINT Reserved.
campaign_ivr_time BIGINT Total IVR time for campaign calls (the sum of times spent in an IVR application).
campaign_queue_time BIGINT Total queue time for campaign calls (the sum of times between entering the queue and exiting the queue in any manner for all campaign calls that were queued).
campaign_abandonment_time BIGINT Total abandonment time (the sum of times between entering the queue and being abandoned by remote party for all campaign calls that were abandoned or dropped).
campaign_answer_time BIGINT Total answer time (the sum of times between entering the queue and being picked up by agents for all campaign calls that were connected to agents).
campaign_talk_time BIGINT Total talk time for campaign calls (the sum of times between the moments of being established and being released).
campaign_hold_time BIGINT Total hold time for campaign calls (the sum of all hold times for all handled campaign calls).
campaign_acw_time BIGINT Total after-call work time for campaign calls (the sum of times between the moment of release and the end of after-call work).
campaign_handling_call_time BIGINT Reserved.
campaign_handling_acw_time BIGINT Reserved.
campaign_assigned_handling_

call_time

BIGINT Reserved.
campaign_assigned_handling_

acw_time

BIGINT Reserved.
num_surveys BIGINT Number of surveys available for calls handled for this service/campaign.
num_surveys_with_cs BIGINT Number of surveys where the contact satisfaction question was responded to.
num_surveys_with_nps BIGINT Number of surveys where the net promoter score question was responded to.
num_surveys_with_fcr BIGINT Number of surveys where the first-call resolution question was responded to.
cs BIGINT The sum of contact satisfaction marks for all surveys where the contact satisfaction question was responded to.
nps BIGINT The sum of net promoter score points for all surveys where the contact satisfaction question was responded to.
num_fcr BIGINT Number of surveys that indicated first-call resolution relative to total number of surveys where the first-call resolution question was responded to.
campaign_calls_unattended BIGINT Number of campaign calls that were answered at destination and subsequently either diverted to an IVR at any time, or dropped at any time, or connected to an agent with time exceeding two seconds.
campaign_preview_items BIGINT Number of preview records associated with the given campaign that were delivered to agents.
campaign_preview_time BIGINT Total time spent by agents working on preview records associated with the given campaign. Does not include call time.
num_emails_replied_by_agent BIGINT Number of emails that were replied by agents. Note that only the first meaningful response is counted as a reply. Possible follow-up message in response to the same incoming email are counted as outbound emails.
num_emails_closed_

without_reply

BIGINT Number of emails that were closed by agents without reply.
email_routing_time BIGINT Total time emails spent in the service queue before being pushed to agents or pulled by agents. The time is counted only for emails that were both received and routed within the given interval.
email_reply_time BIGINT Total reply time for all emails that were replied to. The reply time of a single email is counted between the moment the email is placed in the service queue and the moment when the first meaningful response is sent.
num_emails_received_new BIGINT Number of new emails that arrived at this service during the given reporting interval. Excludes emails related to existing threads.

Note that the total number of received emails, which includes both new emails and emails related to existing email threads, is reported in column num_calls_received.

num_emails_carried_over BIGINT Number of emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval. Includes both new emails and emails related to existing threads.

Note that unlike other metrics, this number is calculated only once in 24 hours.

num_emails_carried_over_new BIGINT Number of new emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval. Excludes emails related to existing threads.

Note that unlike other metrics, this number is calculated only once in 24 hours.

num_emails_remaining_in_

service_queues

BIGINT Number of emails that remained in the service queue at the end of the interval.
num_emails_remaining_in_

personal_queues

BIGINT Number of emails associated with this service that remained in agents’ personal queues at the end of the interval. Does not include emails that were being actively processed at the end of the interval.
num_emails_in_progress BIGINT Number of emails associated with this service that were being actively processed at the end of the interval (i.e., displayed in active communications lists of agents’ desktops).
num_emails_service_changed BIGINT Number of inbound emails that were re-categorized by agents (i.e., the agent changed this service to another email service and continued processing the interaction).
num_emails_service_change_received BIGINT Number of inbound emails that were received via manual re-categorization (i.e., the agent changed a previously assigned service to this service and continued processing the email).
num_emails_remaining_in_

personal_queues_breached_sla

BIGINT Number of emails remaining in agents’ personal queues at the end of the interval that breached the service level (i.e., the emails whose time in the system exceeded the service level threshold configured for the given service).


< Previous | Next >

service_performance

This table contains a subset of metrics from the service_in_time_counters table.

This table is maintained only in order to support existing service-related custom reports designed prior to release 3.5.2. All metrics found in this table are also available in the service_in_time_counters table, which is recommended for development of any new service-related reports.


< Previous | Next >

overflow_counters

This table contains metrics for distribution of inbound interactions among various routing targets including overflow destinations. The metrics are provided for all services defined in your contact center configuration. Note that if a service can be accessed via multiple access numbers, the metrics are provided for each access number separately.

Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that requested the service specified in the service_name field.


Column Name Data Type Description
id BINARY (16) Primary key.
start_time DATETIME Start time of the aggregation interval.
end_time DATETIME End time of the aggregation interval.
agg_run_id BINARY (16) Aggregator run that produced this record.
service_name VARCHAR Name of the service as defined in service configuration.
destination_phone VARCHAR Access number for this service as defined in the Dial-in Scenario Entry associated with service. If a service is associated with multiple access numbers, metrics specified in this table will be provided for each access number separately.
routed_to VARCHAR Target destination that the calls were routed to. Name of the team for internally routed calls. External number for externally routed calls. If calls were routed to multiple destinations, metrics specified in this table will be provided for each destination separately.
is_overflow BIT TRUE if the given destination is an overflow destination.
no_team BIT TRUE if the given destination is an external number. FALSE if the given destination is a team.
media_type ENUM Interaction media type. Possible values: VOICE, CHAT, EMAIL.

If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.

num_calls_received BIGINT Total number of calls that requested this service and were routed to the given destination.
num_calls_answered BIGINT Number of calls that were answered at the given destination.
num_calls_abandoned_

after_threshold

BIGINT Number of calls that abandoned while ringing after being routed to the given destination. Includes only calls that were abandoned outside of the configured service level threshold.
handling_time BIGINT Total time that the answered calls were handled at the given destination (the sum of talk, hold, and after-call work times).


< Previous | Next >

disposition_counters

Each row in this table provides metrics for interactions associated with the service specified in the service_name field whose processing ended with a particular disposition.


Column Name Data Type Description
id BINARY (16) Primary key.
start_time DATETIME Start time of the aggregation interval.
end_time DATETIME End time of the aggregation interval.
agg_run_id BINARY (16) Aggregator run that produced this record.
service_name VARCHAR Name of the service as defined in service configuration.
disposition_name VARCHAR Disposition name.
is_campaign BIT Services of blended type will have two rows of metrics: one where this bit is set to TRUE, counting campaign calls only; the other row with this bit set to FALSE, counting inbound and non-campaign outbound calls.
media_type ENUM Interaction media type. Possible values: VOICE, CHAT, EMAIL.

If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.

num_records_completed BIGINT Number of outbound calling records associated with the given service that were completed with the disposition specified in the disposition_name field.
num_calls_received BIGINT Number of calls associated with the given service received by agents whose processing ended with the disposition specified in the disposition_name field. Include predictive campaign calls.
num_calls_outbound BIGINT Number of outbound calls associated with the given service whose processing ended with the disposition specified in the disposition_name field. Includes regular outbound calls and calls of preview campaign calls that were actually dialed by agents.
num_preview_items BIGINT Number of preview records completed by agents without making a call with the disposition specified in the disposition_name field.
num_campaign_calls BIGINT Number of campaign calls associated with the given service whose processing ended with the disposition specified in the disposition_name field.
num_non_campaign_

calls_inbound

BIGINT Number of inbound calls associated with the given service whose processing ended with the disposition specified in the disposition_name field. Exclude predictive campaign calls
num_non_campaign_

calls_outbound

BIGINT Number of non-campaign outbound calls associated with the given service whose processing ended with the disposition specified in the disposition_name field.


< Previous | Next >

callback_counters

This table provides metrics about calls that selected the virtual queue option and about the related callback attempts.

Unless noted otherwise with respect to a particular metric, any callback mentioned in this table shall be interpreted as a callback attempt made with respect to the service specified in the service_name field. Note that callback attempts are counted for the aggregation intervals in which the inbound calls that produced the associated callback requests entered the system.


Column Name Data Type Description
id BINARY (16) Primary key.
start_time DATETIME Start time of the aggregation interval.
end_time DATETIME End time of the aggregation interval.
agg_run_id BINARY (16) Aggregator run that produced this record.
service_name VARCHAR Name of the service as defined in configuration.
num_calls_queued BIGINT Total number of calls that requested the given service and were queued.
num_callbacks_requested BIGINT Number of queued calls that requested callbacks (i.e., selected the virtual queue option).
num_callbacks_attempted BIGINT Number of callbacks that were attempted.
num_callbacks_busy BIGINT Number of callbacks that failed because the called party was busy.
num_callbacks_no_answer BIGINT Number of callbacks that failed because the called party did not answer.
num_callbacks_answered BIGINT Number of callbacks that were answered by the called party.
num_callbacks_requeued BIGINT Number of callbacks that were re-queued after the initial unsuccessful attempt.
num_callbacks_abandoned BIGINT Number of callbacks that were answered by customers and then abandoned by them while waiting for an agent (in queue or ringing).
num_callbacks_handled BIGINT Number of callbacks that were handled by agents.
callback_wait_time BIGINT Total callback wait time. The sum of times between the callback requests and the related initial callback attempts.
callback_customer_answer_time BIGINT Total callback answer time. The sum of times between the moments when callback attempts were initiated and the customers answered them.
callback_agent_answer_time BIGINT Total callback connection time. The sum of times between the moments when customers answered callback attempts and were connected to the agents.


< Previous | Next >

requested_skills

This table contains metrics for interactions that requested a specific skill.

Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that requested the skill specified in the skill_name field.


Column Name Data Type Description
id BINARY (16) Primary key.
start_time DATETIME Start time of the aggregation interval.
end_time DATETIME End time of the aggregation interval.
agg_run_id BINARY (16) Aggregator run that produced this record.
media_type ENUM Interaction media type. Possible values: VOICE, CHAT, EMAIL.

If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.

skill_name VARCHAR Skill name as defined in configuration.
skill_group_name VARCHAR Name of the skill group that the skill belongs to as defined in configuration.
skill_type ENUM Skill type. Possible values:
  • SERVICE – a primary service skill (a skill that is created automatically for each new service).
  • SKILL – an auxiliary skill (a skill that is not directly associated with any particular service)
total_answer_time BIGINT Total answer time (the sum of times between the moments the calls entered queue and were answered by agents).
num_calls_received BIGINT Total number of received calls.
num_calls_queued BIGINT Number of calls that were queued.
num_calls_answered BIGINT Number of calls that were answered.
num_calls_overflow BIGINT Number of calls that were distributed to overflow destinations.


< Previous | Next >

scenario_step_counters

Each row of this table counts the number of times a specific block of the scenario specified in the scenario_name field was executed with a specific result during the aggregation interval.


Column Name Data Type Description
id BINARY (16) Primary key.
agg_run_id BINARY (16) Aggregator run that produced this record.
start_time DATETIME Start time of the aggregation interval.
end_time DATETIME End time of the aggregation interval.
scenario_name VARCHAR Name of the service as defined in configuration.
block_type VARCHAR Type of the scenario block.
block_title VARCHAR Block title as defined in scenario.
exit_id VARCHAR Block exit identifier.
caller_disconnect BIT TRUE if the interaction was disconnected by the remote party while this block was executed.
num_steps BIGINT Number of times the block specified in the block_title field was executed with the given result (either the exit specified in the exit_id field or abandoned by the caller as indicated by the caller_disconnect field).


< Previous | Next >

concurrent_users

This table tracks the number of users that were logged on to the system via the Agent Desktop application at any moment in the past. A new row is added every time when a number of logged in users changes from a non-zero value (i.e., when a non-first user logs in or any user logs out), but not more frequently than once a minute. (After a first login/logout within a given minute, all subsequent logins/logouts that happen within that same minute will be aggregated and written as a single record one minute after.) A new record is also created unconditionally at the configured Reset time for daily statistics.


Column Name Data Type Description
num_users INT Number of users that were logged into the system in the interval specified by start_time and end_time.
users JSON array List of usernames of users that were logged into the system in the interval specified by start_time and end_time. Specified as JSON array of [username1, username2, … usernameN] where N = num_users
start_time TIMESTAMP Start time of the interval for which the num_users and users data in this record remains valid. The time is rounded to a minute.

Note that it is normal for this time to differ by a few seconds from the time of state changes reported in the agent_acitivy table.

end_time TIMESTAMP End time of the interval for which the num_users and users data in this record remains valid. The time is rounded to a minute.

Note that it is normal for this time to differ by a few seconds from the time of state changes reported in the agent_acitivy table.


< Previous | Next >

General Information About Detailed Records

The tables specified in this section contain detailed information about all agent activities and all interactions that either entered, or were initiated from, the ServicePattern system. The data in these tables can be used, for example, for quality management tasks, which require searching for specific interactions based on combinations of specific criteria. These data can also be used for development of custom metrics that are not available from the aggregation tables specified in the previous sections.

Detailed records are created from the raw event data that is initially written to the collector database (DB1) in real-time by various ServicePattern components. This raw data is periodically extracted by the Aggregator component, transformed into records, and loaded into the tables of the Reporting Database (DB2). The standard aggregation period is 15 minutes; therefore, under normal circumstances, the data in the detailed records for completed interactions and agent activities appear in these tables with a maximum delay of 15 minutes.

Note: All durations in detailed records are calculated by subtracting the number of full calendar seconds in the start time form the same number in the end time (i.e., milliseconds are disregarded). Consider these examples:
  • A call that was answered at 11:00:00:005 and released at 11:00:00:998 will have talk time of 0 seconds in the call detail record.
  • A call that was answered at 11:00:00:995 and released at 11:00:01:005 will have talk time of 1 second in the call detail record.


< Previous | Next >

agent_activity

Each row of this table contains a set of data related to a single agent activity. For interaction-handling activities, this data includes some basic aggregates, such as agent’s talk time and hold time. Note that a single agent activity spanning multiple aggregation intervals will be reported separately for each aggregation interval that it spans, and all time-related metrics will count the time within the given interval only. For reporting purposes, time-related metrics of the activities that span multiple intervals can be combined using the activity_id field.

Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that was handled by the agent identified by the login_id field during the given activity.


Column Name Data Type Description
id BINARY (16) Reserved
pkid INT Primary key.
activity_id BINARY (16) Unique identifier assigned to the activity. If a single activity lasts through several adjacent aggregation intervals, it will have the same value of activity_id in each of those intervals.
login_id VARCHAR Agent login as defined in configuration.
first_name VARCHAR Agent first name as defined in configuration.
last_name VARCHAR Agent last name as defined in configuration.
team_name VARCHAR Name of the team that the agent is assigned to as defined in configuration.
rank VARCHAR Agent rank as defined in configuration.
agg_run_id BINARY (16) Aggregator run that produced this record.
start_time DATETIME Activity start time.
activity ENUM Activity type. Possible values: LOGIN, INBOUND_CALL, OUTBOUND_CALL, READY, NOT_READY, LOGOUT, PREVIEW.

Note the following:

  • Handling of both preview and predictive campaign calls is reported as activity OUTBOUND_CALL. Only the record preview phase (time before dialing begins) is reported as PREVIEW activity for agents participating in preview campaigns.
  • Time spent doing after-call work is reported as part of INBOUND_CALL and OUTBOUND_CALL activities.
  • Internal calls received by the agent are reported as activity INBOUND_CALL.
  • Internal calls made by the agent are reported as activity OUTBOUND_CALL.
  • Value of the other_party_phone_type field can be used to distinguish between service and internal calls.
  • Handling of a service chat is reported as activity INBOUND_CALL.
  • Handling of an inbound email is reported as activity INBOUND_CALL.
  • Handling of a follow-up or unsolicited email is reported as activity OUTBOUND_CALL.
  • Value of the media_type and/or service_name field can be used to distinguish between interactions of different media types.
duration BIGINT Activity duration within the aggregation interval.
detail VARCHAR For activity type NOT_READY, specifies the Not Ready reason. For activity type OUTBOUND_CALL, specifies login ID of the called party if the call was made internally and was answered.
pending_time BIGINT For activity type INBOUND_CALL, duration of call ringing phase from the moment the call was distributed to this agent and until it was either answered or abandoned. For activity type OUTBOUND_CALL, duration of call dialing phase from the moment the number dialed by the agent was received by the system and until the call was either answered or abandoned
talk_time BIGINT Total talk time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval. Does not include hold times.
hold_time BIGINT Total hold time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval.
acw_time BIGINT After-call work time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval.
service_name VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, the name of the service associated with the call. Not specified for internal calls.

For services of media type chat, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.

origination_number VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number from which the call was made.
destination_number VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number dialed by the party that initiated the call.
external_number VARCHAR For activity type INBOUND_CALL, the access number through which the inbound call entered the system.

For activity type OUTBOUND_CALL, the Caller ID assigned to the outbound call.

other_party_phone_type ENUM For activity types INBOUND_CALL and OUTBOUND_CALL, location of the remote party on the call. Possible values: INTERNAL, EXTERNAL.
disposition ENUM For activity types INBOUND_CALL and OUTBOUND_CALL, specifies how the call-handling activity ended. The term call in the descriptions below indicates that the given value may be applicable to calls and chats. Possible values:
  • CALLER_TERMINATED – call terminated by the party that made the call
  • CALLEE_TERMINATED – call terminated by the party that answered the call
  • REJECTED – the agent rejected the incoming call
  • ABANDONED – for inbound calls, abandoned by the remote party while ringing at the agent desktop; for outbound calls, terminated by the agent before it was answered by the remote party
  • TRANSFERRED – agent transferred the interaction
  • CONFERENCED – call became a conference (the conference phase is reported a separate activity)
  • SYSTEM_DISCONNECTED – call was disconnected by the system
  • CALLER_TRANSFERRED – the remote party transferred the call (i.e., this agent stayed on the call but with another party); the after-transfer part of the call will be reported as the next activity
  • NO_ANSWER – the agent did not accept an incoming interaction
  • REPLIED – agent replied to the email; applies to inbound emails only
  • CLOSED – the agent finished processing of the email without a reply (e.g., the email was a spam or no follow-up was necessary); applies to inbound emails only
  • SERVICE_CHANGED – the agent changed the service associated with the email and continued processing it (the after-service-change phase is reported as the next activity)
  • SAVED – the agent saved an email draft
  • SENT – agent sent the email; applies to outbound emails only
  • DISCARDED – agent discarded an email draft; applies to outbound emails only
agent_disposition_name VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, the name of the disposition that the agent assigned to the call.
agent_disposition_code INT For activity types INBOUND_CALL and OUTBOUND_CALL, the numerical code (if defined) of the disposition that the agent assigned to the call.
agent_disposition_notes LONGTEXT For activity types INBOUND_CALL and OUTBOUND_CALL, the text notes that the agent wrote regarding the call.
session_id BINARY Agent login session identifier. A new identifier is assigned to each new LOGIN activity. The same identifier is assigned to the corresponding LOGOUT and all READY and NOT_READY activities that happened in between.
media_type ENUM For activity types INBOUND_CALL and OUTBOUND_CALL, media type of the interaction that the agent handled during this activity. Possible values: VOICE, CHAT, EMAIL
case_number VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, number of the case that this interaction is associated with.

Currently applies to emails only.

email_completion_time BIGINT Email completion time from the moment the email interaction was accepted by the agent or entered his personal queue and until it was completed (including ACW if any) or transferred.
workitem_id VARCHAR Identifier of the outbound work item associated with this activity.
call_detail_id BINARY Reference to the record in the call_detail table created for the interaction handled by the agent during this activity.
has_screen_recording BIT Indication whether agent's screen was recorded during this activity.


< Previous | Next >

call_detail

Each row of this table contains a set of data related to the processing of a single interaction, including some interaction-level aggregates, such as total interaction duration and total talk time. Note that the entire interaction record in this table is reported for the interval in which the corresponding interaction was entered the system (for inbound interactions) or was initiated (for internal and outbound interactions), regardless of the number of intervals the interaction may have spanned.

For emails, a record is created in this table as soon as an email arrives in the system (for inbound emails) or initiated by an agent (for outbound emails). The record is then updated every time it is saved as a draft. The record is updated and closed when the processing of the email is finished.

Except for the name of the table itself, the term call in the descriptions below indicates that the parameter applies to calls and chats. Where a parameter has the same meaning for all media types, the term interaction is used. Where a parameter applies to multiple media types with a different meaning, each media type is discussed separately.


Column Name Data Type Units Description
id BINARY (16) None Reserved
pkid INT None Primary key
agg_run_id BINARY (16) None Aggregator run that produced this record
media_type ENUM None media_type specifies the interaction media type with possible values of VOICE, CHAT, or EMAIL.

If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.

start_time DATETIME Seconds For inbound interactions, start_time specifies the date and time when the interaction entered the system.

For outbound and internal interactions, start_time specifies the date and time when the interaction was initiated

ivr_time BIGINT Seconds Total time the call spent in IVR
queue_time BIGINT Seconds Total time the interaction spent in the service queue
pending_time BIGINT Seconds For inbound calls, pending_time specifies the duration of call ringing phase from the moment the call was distributed to an extension and until it was either answered or abandoned. For internal and outbound calls, pending_time specifies the duration of call dialing phase from the moment the dialed number was received by the system and until the call was either answered or abandoned. It does not apply to email.
talk_time BIGINT Seconds talk_time specifies the total call talk time. It excludes hold time. For chats and emails, talk_time is the total in-focus time (the time the interaction was selected in the active communications lists of the agents who processed it).
hold_time BIGINT Seconds hold_time specifies the total time that the call spent on hold. For chats and emails, it is the total out-of-focus time (the time the interaction spent at the agents’ desktops excluding the Talk time).
acw_time BIGINT Seconds The amount of time the agents spent doing after-call work related to this interaction
duration BIGINT Seconds For calls and chats, duration is the total duration of the interaction from the moment it entered the system or was initiated and until it was released.

For inbound emails, duration is the time between the moment the email entered the system and the moment when the first meaningful response was sent (or the email was closed or transferred externally).

For outbound emails, duration is the time between the moment the email was initiated by the agent and the moment the email was sent.

Note that transferred and recategorized interactions produce multiple CDR records, where the first record shows "Duration" as empty string and the last record shows the total interaction duration.

Duration always shows calendar time (the total time between the specified moments) regardless of hours of operation of the associated service. For example, if an email was received at 4 pm and replied the next day at 10 am, the duration will show 18 hours, even if the call center was closed during the night.

service_name VARCHAR None service_name specifies the name of the service associated with the interaction. If the interaction was recategorized or transferred to a different service, each such event will produce a new record with the new service value.
scenario_name VARCHAR None scenario_name specifies the name of the scenario used to process this interaction. If the interaction was processed by multiple scenarios, the first applied scenario will appear in this field. (Other scenarios that may have been invoked from the main scenario do not affect this field.)
trunk_description VARCHAR None For inbound and outbound calls, the name of the trunk that was used to establish this call
caller_login_id VARCHAR None For outbound and internal interactions, caller_login_id specifies the login ID of the user who initiated this interaction. If the interaction was transferred, login ID of the user who initiated the transfer.
callee_login_id VARCHAR None For inbound and internal interactions, callee_login_id specifies the login ID of the user who received this interaction. If the interaction was transferred, it specifies the login ID of the user for which the interaction was last transferred.
caller_phone_type ENUM None caller_phone_type specifies the location of the party that initiated the interaction. Possible values are INTERNAL or EXTERNAL.
callee_phone_type ENUM None callee_phone_type specifies the location of the party that received the interaction. Possible values are INTERNAL or EXTERNAL.
caller_rank VARCHAR None For outbound and internal interactions, the rank of the user who initiated this interaction
callee_rank VARCHAR None For inbound and internal calls, the rank of the user who received this interaction
from_phone VARCHAR None The phone number from which the call was made, or for emails, the email address in the "From" field
original_destination_phone VARCHAR None original_destination_phone specifies the phone number that was dialed by the calling party. If the call or chat was transferred, it specifies the phone number dialed by the party that made the transfer. For emails, it is the email address used as the destination by the original sender.
connected_to_phone VARCHAR None connected_to_phone specifies the phone number of the party to which the call or chat was delivered. If the call/chat was transferred, it specifies the phone number of the party to which the call/chat was last transferred.
transferred_from_phone VARCHAR None For transferred calls and chats, the phone number from which the call/chat was last transferred
disposition ENUM None disposition specifies how the interaction ended. The term call in the descriptions below indicates that the given value may be applicable to calls and chats.

Possible values include the following:

  • CALLER_TERMINATED – Call terminated by the party that made the call (after the call was answered)
  • CALLEE_TERMINATED – Call terminated by the party that answered the call
  • TRANSFERRED – Interaction was transferred by the party who accepted it (the after-transfer phase is reported in a separate record)
  • CONFERENCED – Call became a conference (the conference phase is reported a separate call)
  • SYSTEM_DISCONNECTED – Call was terminated by the system
  • SELF_SERVICE – Requested service was provided by the IVR application (as indicated by execution of scenario block Self-Service Provided)
  • ABANDONED – Inbound call was terminated by the by the caller while processed in the IVR application (except the SELF_SERVICE case above)
  • ABANDONED_QUEUE – Inbound call was terminated by the caller while waiting in the service queue
  • ABANDONED_RINGING – Inbound or internal call was terminated by the caller after it was delivered to the called party and before it was answered (or before the No Answer timeout expired)
  • NO_ANSWER – Inbound, outbound or internal call attempt was terminated after it was delivered to the called party desktop and was not answered within the No Answer timeout
  • CALLED_PARTY_BUSY – Outbound call attempt was terminated because the called party was busy
  • NETWORK_BUSY – Outbound call attempt was terminated because of the network congestion
  • CALLER_TRANSFERRED – Call was transferred by the caller (the after-transfer phase is reported as a separate call)
  • CALLBACK_REQUESTED – Call was terminated because a callback was requested (the corresponding callback attempt is reported as a separate call)
  • REPLIED – Email was replied to; applies to inbound emails only
  • CLOSED_WITHOUT_REPLY – Processing of the email was finished without a reply (e.g., the email was a spam or no follow-up was necessary); applies to inbound emails only
  • SENT – Email was sent; applies to outbound emails only
  • DISCARDED – Email initiated and subsequently discarded without being sent; applies to outbound emails only
  • SERVICE_CHANGED – Agent changed the service associated with the email and continued processing it (the after-service-change phase is reported in a separate record)
agent_disposition_name VARCHAR None Name of the disposition that was assigned to this interaction
agent_disposition_code INT None Numerical code (if defined) of the disposition that was assigned to this interaction
agent_disposition_notes LONGTEXT None The text note that the agent wrote regarding the interaction
reported_problem ENUM None reported_problem specifies the call quality problem as reported by the agent during this call using the report a call problem desktop control. Possible values include CALL_WENT_SILENT, CALL_DROPPED, POOR_VOICE_QUALITY, and OTHER
global_interaction_id BINARY None Global interaction identifier
initial_call_id BINARY None For transferred calls, initial_call_id is the identifier of the original interaction in the transfer sequence. It is maintained for backward compatibility only. Starting from release 3.11, use of the global_interaction_id is recommended for all interaction identification and linking purposes.
initial_start_time DATETIME Seconds For transferred calls, the start time of the original interaction in the transfer sequence
initial_service_name VARCHAR None For transferred interactions, the name of the service associated with the original interaction in the transfer sequence
initial_caller_phone_type ENUM None For transferred interaction, this is the location of the party that initiated the original interaction in the transfer sequence. Possible values include INTERNAL or EXTERNAL.
initial_callee_phone_type ENUM None For transferred interactions, this is location of the party that received the original interaction in the transfer sequence. Possible values include INTERNAL or EXTERNAL.
initial_from_phone VARCHAR None For transferred calls, the phone number from which the original call in the transfer sequence was made
initial_original_destination_phone VARCHAR None For transferred calls, this specifies the phone number that was dialed by the original calling party in the transfer sequence was made. For emails, it specifies the email address used as the destination by the original sender.
initial_connected_to_phone VARCHAR None For transferred calls, the phone number of the original party in the transfer sequence to which the call was delivered
flagged BIT None TRUE if the interaction was flagged by agent; FALSE otherwise
voice_signature BIT None TRUE if customer’s voice signature was collected during this call (i.e., the corresponding recording contains voice signature); FALSE otherwise
account_number VARCHAR None account_number gets the customer’s account number. If the calling list record that initiated this call has a list field of Account type, the value of that field will be stored here. Account numbers can be used as selection criteria in interaction records search.
caller_first_name VARCHAR None First name of the party that originated the interaction
callee_first_name VARCHAR None First name of the party that accepted the interaction
caller_last_name VARCHAR None Last name of the party that originated the interaction
callee_last_name VARCHAR None Last name of the party that accepted the interaction
caller_team_name VARCHAR None Name of the team that the agent who originated the interaction is a member of
callee_team_name VARCHAR None Name of the team that the agent who accepted the interaction is a member of
caller_monitored BIT None TRUE if the party that originated this interaction was monitored at any time during the interaction handling
callee_monitored BIT None TRUE if the party that accepted this interaction was monitored at any time during the interaction handling
caller_interaction_step_id BINARY None Identifier for the interaction segment of the party that originated this interaction
callee_interaction_step_id BINARY None Identifier for the interaction segment of the party that accepted this interaction
caller_rtp_server_id BINARY None Identifier of the RTP server that made the recording for the interaction segment of the party that originated this interaction
caller_recording_url VARCHAR None URL of the recording for the interaction segment of the party that originated this interaction
caller_cpa_rtp_server_id BINARY None Identifier of the RTP server that made the recording for the CPA portion of interaction segment of the party that originated this interaction
caller_cpa_recording_url VARCHAR None URL of the recording for the CPA portion of the interaction segment of the party that originated this interaction
callee_rtp_server_id BINARY None Identifier of the RTP server that made the recording for the interaction segment of the party that accepted this interaction
callee_recording_url VARCHAR None URL of the recording for the interaction segment of the party that accepted this interaction
callee_cpa_rtp_server_id BINARY None Identifier of the RTP server that made the recording for the CPA portion of interaction segment of the party that accepted this interaction
callee_cpa_recording_url VARCHAR None URL of the recording for the CPA portion of the interaction segment of the party that accepted this interaction
caller_encryption_key_id BINARY None For internal use only.
callee_encryption_key_id BINARY None For internal use only.
detail_record_count INT None Number of segments in this interaction (i.e., number of records in the call_detail table related to this interaction)
email_id VARCHAR None Indentifier of the email interaction
email_detail_id VARCHAR None email_detail_id is the identifier of the given step in processing of the email. A single email may have several records in the call_detail table corresponding to email processing steps (e.g., before and after transfer). Such records will have the same email_id, but each will have its own email_detail_id.
email_subject VARCHAR None Content of the email subject field
email_kb_article_id VARCHAR None Identifier of the article used for replying to this email
response_email_id VARCHAR None Identifier of the article that was sent automatically to acknowledge receipt of this email
case_id VARCHAR None Identifier of the case with which this email is associated
thread_id VARCHAR None thread_id is the identifier of the email thread that this email is part of. This identifier is added to the subject of the email when the email is replied to and is used for case search during possible follow-up emails (see case_search_result).
case_number VARCHAR None case_number specifies the number of the case with which this email is associated. Unlike case_id, case number is a simple number suitable for manual processing.
case_search_result VARCHAR None For each incoming email, the system will look for possible association with an existing case using the thread_id added to the original reply.

Possible values include the following:

  • found – A unique case associated with this email was found; the case number is copied to the case_number field
  • found_mulitple – Multiple cases were found; the case_number field is not populated
  • created – No matching cases were found, a new case was created and its number is copied to the case_number field
  • error
caller_has_screen_recording BIT None Indication that screen of the party that originated this interaction was recorded during the interaction
callee_has_screen_recording BIT None Indication that screen of the party that accepted this interaction was recorded during the interaction
email_completion_time BIGINT Seconds Email completion time from the moment the email interaction was accepted or entered agent's personal queue and until it was completed (including ACW if any) or transferred


< Previous | Next >

interaction_step_skills

Each row of this table specifies a skill requested during an interaction referred to in the interaction_step_id field.


Column Name Data Type Description
id BINARY (16) Primary key.
interaction_step_id BINARY (16) Identifier of the interaction during which this skill was requested. Typically this is the identifier for the interaction segment of the party that originated this interaction (field caller_interaction_step_id of the call_detail table).
name VARCHAR Skill name as defined in configuration.
group_name VARCHAR Name of the group that this skill is assigned to as defined in configuration.
type ENUM Skill type. Possible values:

SERVICE – a primary service skill (a skill that is created automatically for each new service).

SKILL – an auxiliary skill (a skill that is not directly associated with any particular service)

service_level INT Target percentage of calls that shall be answered within the time specified in the service_level_threshold feild as defined in configuration.
service_level_threshold INT Service level threshold as defined in configuration.
short_abandonment_threshold INT Reserved.



[[reporting-database-specification/call_detail< Previous]] | Next >

interaction_quality_monitoring

Each row in this table represents an instance of review of an interaction segment referred to in the interaction_step_id field that was completed in the given aggregation interval.


Column Name Data Type Description
id BINARY (16) Primary key.
interaction_step_id BINARY (16) Reference to identifier of the reviewed interaction segment in the call_details table; depending on the type of call (inbound or outbound), it could be either the callee_interaction_step_id or callee_interaction_step_id field.
review_time DATETIME Start time of the review activity.
review_agent_login_id VARCHAR Reviewer’s login as defined in configuration.
review_agent_first_name VARCHAR Reviewer’s first name as defined in configuration.
review_agent_last_name VARCHAR Reviewer’s last name as defined in configuration.
review_notes TEXT Reviewer’s notes for the reviewed interaction segment.


< Previous | Next >

interaction_quality_monitoring_grades

Each row in this table represents a grade in a single category given to an interaction segment during an instance of review referred to in the iqm_id field.


Column Name Data Type Description
id BINARY (16) Primary key.
iqm_id BINARY (16) Reference to identifier of the review instance (field id in the interaction_quality_monitoring table).
grade_name VARCHAR Name of the call grading category.
grade_value INT Grade assigned by the reviewer in the given category.
order_num INT The order in which the given category is supposed to appear in reports relative to the other grading categories (as defined in configuration).


< Previous