Contents
- Introduction
- Statistical Data
- General Information About Statistical Data
- agent_performance
- team_performance
- service_in_time_counters
- service_performance
- overflow_counters
- disposition_counters
- callback_counters
- requested_skills
- scenario_steps_counters
- concurrent_users
- Detailed Records
- General Information About Detailed Records
- agent_activity
- call_detail
- interaction_step_skills
- interaction_quality_monitoring
- interaction_quality_monitoring_grades
- 1 disposition_counters
disposition_counters
Each row in the disposition_counters table provides metrics for interactions associated with the service specified in the service_name field whose processing ended with a particular disposition.
Description of Data
The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the disposition_counters table.
| Column Name | Data Type | Description |
| id | BINARY (16) | Primary key |
| start_time | DATETIME | Start time of the aggregation interval; time is given in the Universal Coordinated Time (UTC) time zone |
| end_time | DATETIME | End time of the aggregation interval; time is given in the Universal Coordinated Time (UTC) time zone |
| 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 | media_type specifies the interaction media type.
Possible values include VOICE, CHAT, and 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 | This metric specifies the number of calls associated with the given service received by agents whose processing ended with the disposition specified in the disposition_name field.
This included predictive campaign calls. |
| num_calls_outbound | BIGINT | This metric specifies the number of outbound calls associated with the given service whose processing ended with the disposition specified in the disposition_name field.
It 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, excluding 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 |