Raw data export dictionary

The data exporter application delivers data to a configured Amazon S3 or Cloud Storage object. The data deliveries happen every 15 minutes, but if a prior delivery is still running, a new delivery may be skipped.

The two types of file delivery are delta and full. A delta file type includes all the data since last execution. Identifiers seen in previous files can be repeated if those records have had an update. A full file type consists of the complete dataset. This is used on tables that don't get very large, but are still relevant to the overall understanding of data being delivered.

This dictionary is divided into two sections: Data and Metrics.

Data

call_participants

File Type: Delta

Each member of a call gets recorded as a call_participant. If the same user leaves and rejoins a new call_participant record is created. These records are stateful and typically not used for metrics.

id

Primary key identifier for records.

call_id

References the calls records primary key id.

client_muted

Whether the participant's client is capturing audio.

connected_at

Timestamp of when the participant was connected into the call.

created_at

Timestamp when this record was created at.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

ended_at

Timestamp when the participant ended their engagement with the call.

hold

Boolean indicating whether this participant is currently experiencing hold. Typically these impact only end-user, consumer, records.

status

Enum value.

type

Enum value.

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

transfer_id

References the comm_transfers table by primary key id.

placed_hold

Boolean indicating whether this participant is imposing hold on an end-user participant. These are only agent participant types.

phone_number

The caller ID of the end-user participant. Not all end-user calls can properly capture the caller ID and this data is only available on platforms that have been explicitly enabled to preserve this information for the data feed.

user_id

References the users table by primary key id.

virtual_agent_id

References the virtual agents table by primary key id.

call_recordings

File Type: Delta

Calls can have zero or many recordings per call and are logged in these record sets.

id

Primary key identifier for records.

call_id

References the calls records primary key id.

conference_sid

Unique identifier used at the telephony side for this recording.

created_at

Timestamp when this record was created at.

duration

Duration in seconds of the recording

recording_type

Enum value.

redaction_times

This is a string representing the start and stop times for when call redaction was enabled. Example structure showing two redaction windows:

• :start: 2023-07-17 17:18:55.966329000 Z

  :start_agent_id: 1

  :end: 2023-07-17 17:19:14.840824000 Z

  :duration: 18.874

  :end_agent_id: 1

• :start: 2023-07-17 17:20:55.966329000 Z

  :start_agent_id: 1

  :end: 2023-07-17 17:21:14.840824000 Z

  :duration: 18.874

  :end_agent_id: 1

s3_path

Deprecated.

started_at

The start time of the recording.

url

The URL of the recording. This will be either a link to the file in a configured CRM, external storage, or if using both whichever is dictated by external storage configurations.

voip_store

Stateful value from the carrier indicating the location of the recording. When recordings are completely processed this value will be NULL.

extra

Deprecated

recording_sid

Unique identifier on the carrier's side of the recording entity.

calls

File Type: Delta

Each call is represented by a single record in this set. Metrics are typically not derived from data on this table as it is stateful in nature.

id

Primary key identifier for records. Commonly linked in other tables by call_id or a composite key of comm_id and comm_type where comm_type equals "Calls".

agent_id

References the users table by primary key id.

answer_type

Enum value.

answered_by

Enum value.

assigned_at

Deprecated. The timestamp the call was assigned to an agent at. Use perf_call_queue_durations records timestamps.

auto_answered

Boolean indicating whether the call was auto answered.

connected_at

Deprecated. Derived from perf_call_handle_durations records using started_at plus the time in seconds in the wait_duration value.

created_at

Timestamp when this record was created at.

deflection

Enum value.

disconnected_by

Enum value.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

ends_at

Timestamp when the call ended.

fail_reason

Enum value.

fail_details

String containing more context about call failures. Null when the call did not fail.

finish_reason

Enum value.

in_queue_priority

The priority value for this call while it was enqueued.

lang

ISO 639-1 language locale codes.

materialized_menu_path

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using menu_path_id. String of menu_ids separated by "/" noting the queue hierarchy.

materialized_menu_path_name

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using menu_path_id. String of menu_names separated by "/" noting the queue hierarchy.

menu_id

Relationship to menus using the primary key id

menu_path_id

References the menu_paths table by primary key id.

menu_type

String with the following possible values

• ivr_menu

• sms_menu

• web_menu

• mobile_menu

• email_menu

parent_id

References the same calls data by primary key id. Seen in callback scenarios where the callback is mappable to a previous call.

queue_priority_level

The priority level of the menu the call enqueued into.

rating

CSAT rating for this call.

recording_permission

Boolean indicating whether permission to record was granted.

repeated

Boolean whether this end-user appears to be a repeat entry.

scheduled_at

Timestamp when a scheduled callback is assigned to.

session_id

Calls are superseded by a session. This links to the sessions dataset by the primary key id.

smart_action_enabled

Boolean indicating if smart actions were enabled for this call.

status

Stateful enum values.

support_number

Dialed phone number for inbound call.

transfer_count

Deprecated. Count of transfers. Use perf_call_queue_durations where transfer = 1

type

String with the possible values of

• IncomingCall

• NumberedIncomingCall

• IvrCall

• InAppIvrCall

• AppsApiNumberedIncomingCall

• ScheduledCall

• NumberedScheduledCall

• AppsApiNumberedScheduledCall

• DirectCall

• SessionInitiatedCall

• InternalCall

voicemail_reason

Enum values.

out_ticket_id_ext

External configured CRM ticket ID referencing this call.

chat_participants

File Type: Delta

Each member of a chat gets recorded as a chat_participant. If the same user leaves and rejoins a new chat_participant record is created. These records are stateful and typically not used for metrics.

id

Primary key identifier for records.

chat_id

References the chats records primary key id.

connected_at

Timestamp the participant connected into the chat.

created_at

Timestamp when this record was created at.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

finished_at

Timestamp when the participant left the chat.

status

Enum values.

type

Enum values.

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

transfer_id

References the comm_transfers table by primary key id.

user_id

References the users table by primary key id.

virtual_agent_id

References the virtual agents table by primary key id.

chats

File Type: Delta

Each chat is represented by a single record in this set. Metrics are typically not derived from data on this set as it is stateful in nature.

id

Primary key identifier for records.

agent_id

References the users table by primary key id.

assigned_at

Deprecated. The timestamp the chat was assigned to an agent at. Use perf_chat_queue_durations records ended_at timestamps.

canceled_at

Timestamp the chat was canceled by an end-user. NULL if never canceled.

created_at

Timestamp when this record was created at.

device_id

Reference to a device if a device is present.

disconnected_by

Enum value.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

ends_at

Timestamp when the chat ended.

fail_reason

Enum value.

finish_reason

Enum value.

first_msg_sent_at

Timestamp when the first chat message was sent.

in_queue_priority

The priority value for this chat while it was enqueued.

lang

ISO 639-1 language locale codes.

last_agent_msg_sent_at

Deprecated.

last_end_user_msg_sent_at

Deprecated.

last_msg_sent_at

Timestamp when the last chat message was sent by any participant.

materialized_menu_path

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using menu_path_id. String of menu_ids separated by "/" noting the queue hierarchy.

materialized_menu_path_name

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using menu_path_id. String of menu_names separated by "/" noting the queue hierarchy.

menu_id

Relationship to menus using the primary key id

menu_path_id

References the menu_paths table by primary key id.

out_ticket_id

External configured CRM ticket ID referencing this chat.

out_ticket_url

External configured CRM ticket URL referencing this chat.

rating

CSAT rating for this chat.

repeated

Boolean whether this end-user appears to be a repeat entry.

status

Enum value.

timeout_at

Timestamp when the chat last timed out.

type

Enum value.

verifiable

Boolean indicating whether the device has support for verification by fingerprint.

verified

End-user has been verified.

transcript_sent

If the end-user has requested a transcript be emailed this will have the timestamp of that delivery.

dismissed_count

Number of times this chat has been dismissed.

auto_answered

Boolean indicating whether the call was auto answered.

answer_type

Enum value.

after_hours

Set to true if this chat was created after hours.

comm_transfers

File Type: Delta

Each transfer is represented by a single record in this set. Metrics are typically not derived from data on this table as it is stateful in nature.

id

Primary key identifier for records.

answer_type_path

Enum value.

assigned_at

Deprecated. The timestamp the chat was assigned to an agent at. Use perf_chat_queue_durations records ended_at timestamps.

cold

Boolean indicating if this was a cold transfer or not.

comm_id

Used as a composite key with comm_type.

comm_type

The type of communication channel this references. It is used as a composite key used to join the correct type of data using comm_id.

connected_at

Deprecated. Derived from perf_call_handle_durations or perf_chat_handle_durations records using started_at plus the time in seconds in the wait_duration value. Depends on the value of comm_type to dictate which handle durations dataset should be referenced.

created_at

Timestamp when this record was created at.

current

Boolean indicating that this transfer is ongoing.

deflection

Enum value.

fail_reason

Enum value.

from_agent_id

References the users table by primary key id. Agent the interaction is being transferred from.

from_menu_path_id

References the menu_paths table by primary key id. Menu path this transfer comes from.

from_queue_priority_level

The priority level of the menu the transfer came from.

queue_priority_level

The priority level of the menu the transfer enqueued into.

session_id

Calls and chants are superseded by a session. This links to the sessions dataset by the primary key id.

status

Enum value.

to_agent_id

References the users table by primary key id. Agent is being transferred to if direct to agent transfer.

to_menu_path_id

References the menu_paths table by primary key id. Menu path this transfer is going to.

updated_at

Timestamp when this last record was updated.

to_virtual_agent_id

References the virtual_agents table by primary key id. Virtual agent being transferred to.

to_lang

ISO 639-1 language locale codes. The language transferred to.

from_lang

ISO 639-1 language locale codes. The language transferred from.

company_locations

File Type: Full

This is associative data for users to tie them to a particular location.

id

Primary key identifier for records.

created_at

Timestamp when this record was created at.

lang

ISO 639-1 language locale codes.

location

The name of the location.

updated_at

Timestamp when this last record was updated.

pop_settings

JSON data specifying PoP overrides for various telephony carriers.

deflection_history_logs

File Type: Delta

Whenever a deflection takes place within the platform it is logged in this set.

id

Primary key identifier for records.

call_id

References the calls records primary key id.

created_at

Timestamp when this record was created at.

deflection

Enum value.

details

JSON data with extra context of the deflection.

from_lang

ISO 639-1 language locale codes. The language deflected from.

from_materialized_menu_path

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using from_menu_path_id. String of menu_ids separated by "/" noting the queue hierarchy.

from_materialized_menu_path_name

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using from_menu_path_id. String of menu_names separated by "/" noting the queue hierarchy.

from_menu_path_id

References the menu_paths table by primary key id. The menu path deflected from.

to_lang

ISO 639-1 language locale codes. The language deflected to.

to_materialized_menu_path

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using to_menu_path_id**. String of menu_ids separated by "/" noting the queue hierarchy.

to_materialized_menu_path_name

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using to_menu_path_id**. String of menu_names separated by "/" noting the queue hierarchy.

to_menu_path_id

References the menu_paths table by primary key id. The menu path deflected to.

transfer_id

References the comm_transfers table by primary key id.

deflection_sip_uris

File Type: Full

SIP URI that are used for deflection.

id

Primary key identifier for records.

uri

String value for this record.

deflection_urls

File Type: Full

URLs used for deflection.

id

Primary key identifier for records.

url

String value for this record.

disposition_agent_inputs

File Type: Delta

When an agent submits a disposition it gets recorded in this set.

id

Primary key identifier for records.

comm_id

Used as a composite key with comm_type.

comm_type

The type of communication channel this references. It is used as a composite key used to join the correct type of data using comm_id.

user_id

References the users table by primary key id.

participant_id

Used as a composite key with comm_type.

transfer_id

References the comm_transfers table by primary key id.

code_id

References the disposition_codes table by primary key id.

crm_reference_id

Deprecated.

created_at

Timestamp when this record was created at.

updated_at

Timestamp when this last record was updated.

menu_path_id

References the menu_paths table by primary key id.

lang

ISO 639-1 language locale codes.

disposition_codes

File Type: Full

Actual disposition codes selected by agents when completing a disposition input.

id

Primary key identifier for records.

name

Name of the disposition code.

deleted_at

Timestamp when the code was soft deleted.

created_at

Timestamp when this record was created at.

updated_at

Timestamp when this last record was updated.

enabled

Whether the disposition code is currently enabled.

email_accounts

File Type: Full

Configurations of email accounts used for email channel types.

id

Primary key identifier for records.

email_service

One of the following values:

• genericIMAP

• oauthIMAP

incoming_server_host

IMAP mail server host.

incoming_server_port

IMAP mail server port.

sender_server_host

SMTP host for sending email

sender_server_port

SMTP post for sending email

has_folder

email_id

References the email address the consumer sent their email to.

status

One of the following values:

• valid

• invalid

imap_sync_info

JSON data detailing where IMAP sync process is currently at for mailbox, email, and message UID.

created_at

Timestamp when this record was created at.

updated_at

Timestamp when this last record was updated.

deleted_at

Timestamp when this record was soft deleted.

oauth_linked

Boolean indicating that this server is authenticating with oAuth.

email_supports

File Type: Delta

Each email used in email channel types gets a record in this table. This is a stateful table used to ensure emails are assigned and handled accordingly.

id

Primary key identifier for records.

agent_id

References the users table by primary key id.

session_id

Emails are superseded by a session. This links to the sessions dataset by the primary key id.

email_account_id

References the email_accounts table by primary key id.

priority

Email message's priority value enqueued for a response.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

out_ticket_id

External configured CRM ticket ID referencing this email.

out_ticket_url

External configured CRM ticket URL referencing this email.

latest_email_thread_id

Current email thread ID

transfer_count

Deprecated. Count of transfers. Use perf_email_queue_durations where transfer = 1

total_thread_numbers

Total threads for this email.

in_queue_priority

The priority value for this email while it was enqueued.

menu_id

Relationship to menus using the primary key id

menu_path_id

References the menu_paths table by primary key id.

menu_type

String with the following possible values

• ivr_menu

• sms_menu

• web_menu

• mobile_menu

• email_menu

lang

ISO 639-1 language locale codes.

status

Enum value.

finished_at

Timestamp this email support was finished.

queue_priority_level

The priority level of the menu the email support enqueued into.

user_priority

The priority level of the end-user that created the email support.

created_at

Timestamp when this record was created at.

updated_at

Timestamp when this last record was updated.

materialized_menu_path

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using menu_path_id. String of menu_ids separated by "/" noting the queue hierarchy.

materialized_menu_path_name

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using menu_path_id. String of menu_names separated by "/" noting the queue hierarchy.

is_out_ticket_account

Boolean dictating whether CRM integrations are working with a ticket or contact entity. When false it is doing the default CRM integration with tickets. When true it is a contact object that is being updated.

end_user_activity_logs

File Type: Delta

All end-users have a variety of interactions while their inquiries traverse the platform. Each notable interaction is logged here.

id

Primary key identifier for records.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

activity

Enum value.

created_at

Timestamp when this record was created at.

lang

ISO 639-1 language locale codes.

menu_type

String with the following possible values:

• ivr_menu

• sms_menu

• web_menu

• mobile_menu

• email_menu

menu_path_id

References the menu_paths table by primary key id.

materialized_menu_path

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using menu_path_id. String of menu_ids separated by "/" noting the queue hierarchy.

materialized_menu_path_name

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using menu_path_id. String of menu_names separated by "/" noting the queue hierarchy.

call_id

References the calls records primary key id.

chat_id

References the chats records primary key id.

transfer_id

References the comm_transfers table by primary key id.

to_url_id

References the deflection_urls table by primary key id.

to_email

If the end-user was deflected to an email address it is stored here.

to_menu_type

String with the following possible values:

• ivr_menu

• sms_menu

• web_menu

• mobile_menu

• email_menu

to_menu_path_id

References the menu_paths table by primary key id. Menu path the end user was directed to.

to_materialized_menu_path

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using to_menu_path_id. String of menu_ids separated by "/" noting the queue hierarchy.

to_materialized_menu_path_name

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using to_menu_path_id. String of menu_names separated by "/" noting the queue hierarchy.

to_phone_number

Phone number the end-user was deflected to.

to_sip_uri_id

References the deflection_sip_uris table by primary key id.

end-users

File Type: Delta

A record representing a unique end-user.

id

Primary key identifier for records.

created_at

Timestamp when this record was created at.

identifier

Unique external identifier provided.

need_assignment

Boolean indicating if this end-user needs assignment to an external CRM as a contact.

out_contact_id

External CRM ID for this end-user.

out_contact_type

Enum value.

to_be_deleted

Boolean indication if the end-user flagged for permanent deletion.

updated_at

Timestamp when this last record was updated.

menu_channel_assignments

File Type: Full

Relational data between users, teams, and menus.

assignee_id

Used as a composite key with assignee_type.

assignee_type

The type of assignee this references. It is used as a composite key used to join the correct type of data using assignee_id.

channel_type

Enum value.

group_id

Relationship to menu_queue_groups using the primary key id.

lang

ISO 639-1 language locale codes.

menu_id

Relationship to menus using the primary key id

menu_queue_groups

File Type: Full

Cascade and percent allocation group configurations for menus.

id

Primary key identifier for records.

channel

Enum value.

created_at

Timestamp when this record was created at.

deleted_at

Timestamp when this record was soft deleted at.

group_level

Nested level of group where 0 is no cascade groups and any positive value represents level of cascade.

lang

ISO 639-1 language locale codes.

menu_id

Relationship to menus using the primary key id

percent

If this record is a percent allocation group the percentage is represented here.

menu_path_items

File Type: Full

Individual components of a menu_path.

id

Primary key identifier for records.

menu_id

Relationship to menus using the primary key id

path_id

Relationship to menu_paths using the primary key id

position

Hierarchical position with 0 being a leaf menu.

menu_paths

File Type: Full

Menu paths are at the core of queue level metrics. They represent materialized paths based on their hierarchical configuration. A queue is a combination of the menu_path_id and lang when it comes to generated queue level metrics.

As an example, two menus are configured for English and are called shipping and order tracking. Both initially exist without any parent menu. As traffic enters these queues they will have a menu path materialize.

If order tracking is moved to be under shipping it will generate shipping or order tracking which forms a third menu path. All the metrics that were associated with shipping and order tracking will still remain associated with their former menu paths. Shipping or order tracking will start generating new metrics for that specific menu path.

id

Primary key identifier for records. Commonly referenced in other datasets as menu_path_id.

items_count

The number of menus in the hierarchy.

materialized_path

Menu ID representation of the complete menu path

name

Menu name representation of the complete menu path. It is not recommended to use this value when dealing with multiple menu languages.

menu_settings

File Type: Full

Menu settings contain many configurations, but one of the most important for reporting is that each menu and language combination generates one record. This means when determining metrics for a queue joining to this table on menu_id and lang to get the language specific name is necessary.

id

Primary key identifier for records.

after_hours

JSON containing menu after hours settings.

auto_answer_enabled

Boolean indicating this menu has auto answer enabled.

created_at

Timestamp when this record was created at.

deleted_at

Timestamp when this record was soft deleted at.

enabled

Boolean indicating this menu and its ancestors are enabled.

enabled_self

Boolean indicating this menu is enabled.

hidden

Boolean to configure whether this menu is presented to end-users for selection.

lang

ISO 639-1 language locale codes.

menu_id

Relationship to menus using the primary key id

name

Language specific name for this menu.

output_msg

Deprecated

over_cap_deflection

JSON containing over capacity deflection settings.

redaction_enabled

Boolean controlling whether this menu should support redaction.

redirection

Deprecated. See redirection_v2.

redirection_v2

JSON containing redirection settings.

sms_smart_action_enabled

Boolean controlling whether this menu should support SMS smart actions.

updated_at

Timestamp when this last record was updated.

use_queue_priority

For communications enqueued to this menu this will dictate whether the queue priority should be applied.

use_voice_file

Configuration to play voice file upon menu selection or not.

voice_file

URL location of the voice file.

wait_time_sms

JSON configuration for wait time over SMS.

wait_time_sms_enabled

Boolean controlling if wait time for SMS is enabled.

collect_email_for_call

Boolean controlling the collection of end-user email for calls.

collect_email_for_chat

Boolean controlling the collection of end-user email for chats.

sms

JSON for SMS settings.

menus

File Type: Full

Menus are language entries representing each menu. Language specifications are noted in menu_settings.

id

Primary key identifier for records.

children_count

The number of child menus nested in this menu.

created_at

Timestamp when this record was created at.

deleted_at

Timestamp when this record was soft deleted at.

hidden

Deprecated. See menu_settings.hidden

name

Deprecated. See menu_settings.name

output_msg

Deprecated. See menu_settings.output_msg

parent_id

References the same menus data by primary key id.

position

Hierarchical position with 0 being a leaf menu.

type

String with the following possible values

• ivr_menu

• sms_menu

• web_menu

• mobile_menu

• whats_app_menu

• email_menu

updated_at

Timestamp when this last record was updated.

native_campaigns

File Type: Full

Dialer campaigns and their configurations.

id

Primary key identifier for records.

queue_id

Relationship to menus using the primary key id.

mode

Enum value.

name

Name of the campaign.

starts_at

Timestamp when the campaign starts.

ends_at

Timestamp when the campaign ends.

status

Enum value.

target_number_to_process

The number of contacts outstanding to be dialed.

ringing_timeout

Timeout in seconds to wait for ringing.

overdial_adjustment_multiplier

The amount we multiply the current over-dial rate by when re-calculating the over-dial rate.

max_abandonment_percent

The maximum percent ratio of abandoned by dialer contacts divided by successfully reached contacts including abandoned by dialer contacts. Prevents over-dialing when abandonment percentage is breached.

abandoned_by_dialer_audio_setting

JSON container data about audio to play when a contact answers without an available agent.

redial_interval_minutes

The number of minutes between redials.

max_redial_count

Maximum redials of a contact for this campaign

campaign_type

Enum value.

external_campaign_id

When the campaign type is an external list this references the external campaign ID.

created_at

Timestamp when this record was created at.

deleted_at

Timestamp when this record was soft deleted at.

updated_at

Timestamp when this last record was updated.

lang

ISO 639-1 language locale codes.

perf_call_campaign_contact_details

File Type: Delta

Part of interaction based reporting. References the details of a contact in an outbound dialer campaign.

id

Primary key identifier for records.

call_id

References the calls records primary key id.

session_id

Calls are superseded by a session. This links to the sessions dataset by the primary key id.

event_id

Deprecated. References null entity

campaign_id

References the native_campaigns records primary key id.

contact_id

References contacts table that is not included. Data point only.

status

Enum value.

redial_attempts

Number of total redial attempts.

active_talk_duration

The duration in seconds both the agent and end-user were connected.

abandoned_call_message_played_at

Timestamp when the abandoned call message was played.

speak_started_at

Timestamp when end-user speaking began upon initial answer. If the answering machine was detected the duration of the message is added to this timestamp.

speak_ended_at

Timestamp when end-user speaking ended upon initial answer.

ended_at

Timestamp when the contact ended the call.

connected_at

Timestamp when the contact entered the call.

dialed_at

Timestamp when the contact was dialed.

created_at

Timestamp when this record was created at.

perf_call_cobrowse_details

File Type: Delta

Part of interaction based reporting. Each record is a single cobrowse interaction.

id

Primary key identifier for records.

agent_id

References the users table by primary key id.

menu_path_id

References the menu_paths table by primary key id.

lang

ISO 639-1 language locale codes.

call_id

References the calls records primary key id.

session_id

Calls are superseded by a session. This links to the sessions dataset by the primary key id.

started_by

NULL when started by an End-user, otherwise the value represents the users record that started this cobrowse session. Joined by primary key id of users.

ended_by

NULL when started by an end-user, otherwise the value represents the users record that ended this cobrowse session. Joined by primary key id of users.

started_at

Timestamp when the cobrowse session started.

ended_at

Timestamp when the cobrowse session ended.

remote_controlled

Boolean indicating whether remote control was used during the session.

device_name

Device name from client SDK from cobrowse.

perf_call_handle_durations

File Type: Delta

Part of interaction based reporting. Each record is a unique agent interaction on a call. Commonly used for metrics such as hold duration, handle time, talk time, and after or before call work.

id

Primary key identifier for records.

event

Enum value.

call_duration

For event types of 0, 1, and 2 this is the duration of seconds between started_at and ended_at

acw_duration

For event types of 3 this is the duration of seconds between started_at and ended_at

bcw_duration

For event types of 4 this is the duration of seconds between started_at and ended_at

barged

Boolean indicating if this interaction was barged by another user.

campaign_mode

Enum value.

network_quality_score

Integer score of 1 through 5 where 5 is the best describing the agent connectivity quality during the call.

breakthrough_projection

Boolean that if true would mean this interaction was answered through breakthrough projection.

status_id_before_breakthrough

Status ID of the agent prior to breakthrough. See breakthrough_projection

call_id

References the calls records primary key id.

origin_call_id

References the calls records primary key id. Reflects a parent call record.

call_type

String with the possible values of

• IncomingCall

• NumberedIncomingCall

• IvrCall

• InAppIvrCall

• AppsApiNumberedIncomingCall

• ScheduledCall

• NumberedScheduledCall

• AppsApiNumberedScheduledCall

• DirectCall

• SessionInitiatedCall

• InternalCall

inbound

Boolean that if true would indicate this was an inbound call interaction.

transfer

Boolean that if true would indicate this interaction began as the result of a transfer.

transfer_id

References the comm_transfers table by primary key id.

transfer_cold

Boolean that indicates a transfer to have been cold if true.

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

agent_id

References the users table by primary key id.

started_at

Timestamp when the interaction started.

ended_at

Timestamp when the interaction ended.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

hold_duration

The sum of time in seconds that this agent had placed an end-user on hold.

scheduled_at

If applicable, timestamp when this call interaction was scheduled.

session_id

Calls are superseded by a session. This links to the sessions dataset by the primary key id.

wait_duration

The duration in seconds that it took the agent to become connected into the call once being assigned to it.

perf_call_presession_deflections

File Type: Delta

Part of interaction based reporting. Reports on end-user interactions that switched communication channels prior to session with an agent on the original communication channel.

id

Primary key identifier for records.

event_id

Deprecated. References null entity

call_id

References the calls records primary key id.

call_menu_path_id

References the menu_paths table by primary key id. The original call's menu path prior to deflection.

call_lang

ISO 639-1 language locale codes. The original call's language prior to deflection.

to_comm_id

Used as a composite key with comm_type.

to_comm_type

The type of communication channel this references. It is used as a composite key used to join the correct type of data using comm_id.

to_menu_path_id

References the menu_paths table by primary key id. Menu path deflected to.

to_lang

ISO 639-1 language locale codes. The language deflected to.

deflection_channel

Enum value.

status

Enum value.

fail_reason

Enum value.

started_at

Timestamp when the pre-session deflection interaction began.

ended_at

Timestamp when the pre-session deflection interaction ended.

duration

Duration in seconds that the interaction lasted for.

perf_call_queue_durations

File Type: Delta

Part of interaction based reporting. Queue level interactions that are used for metrics such as SLA, queue duration, and abandonment rates. Note that agent_id is present on queued interactions as a signal to how the interaction terminated. The agent has no responsibility to any of the metrics.

id

Primary key identifier for records.

event

Enum value.

call_id

References the calls records primary key id.

transfer_id

References the comm_transfers table by primary key id.

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

cold_transfer

Boolean that indicates a transfer to have been cold if true.

transfer

Boolean that if true would indicate this interaction began as the result of a transfer.

queue_duration

Duration in seconds this interaction was enqueued.

started_at

Timestamp when the interaction was enqueued

ended_at

Timestamp when the interaction ended.

agent_id

References the users table by primary key id.

call_type

String with the possible values of:

• IncomingCall

• NumberedIncomingCall

• IvrCall

• InAppIvrCall

• AppsApiNumberedIncomingCall

• ScheduledCall

• NumberedScheduledCall

• AppsApiNumberedScheduledCall

• DirectCall

• SessionInitiatedCall

• InternalCall

fail_reason

Deprecated. Use calls.fail_reason

fail_details

Deprecated. Use calls.fail_details

service_level_abandon_time_threshold

This is a snapshot of the short abandon threshold when this record had enqueued.

service_level_target_time

The duration in seconds that this record's queue_duration would need to meet to be considered in SLA snapshotted at the time this record was created.

service_level_event

Enum value.

service_level_target_percent

This is a snapshot of the target percentage when this record was enqueued.

perf_call_smart_actions

File Type: Delta

Part of interaction based reporting. Smart actions during a call have their interactions recorded here.

id

Primary key identifier for records.

agent_id

References the users table by primary key id.

call_id

References the calls records primary key id.

type

Enum value.

sub_type

Enum value.

menu_path_id

References the menu_paths table by primary key id.

number_of_photos

Sum of photos sent during smart action interaction.

result

Enum value.

duration

Duration in seconds the smart action interaction took place.

end_user_input_duration

Duration in seconds the smart action interaction after the end-user was sent the notification of the smart action.

notification_duration

Duration in seconds it took for the end-user to receive the notification.

lang

ISO 639-1 language locale codes.

started_at

The timestamp when the smart action interaction began.

ended_at

The timestamp when the smart action interaction ended.

interaction_started_at

The timestamp when the parent interaction began.

interaction_ended_at

The timestamp when the parent interaction ended.

perf_call_va_deflected_escalations

File Type: Delta

Part of interaction based reporting. When a Virtual Agent escalates to a queue but then experiences a queue deflection an interaction is logged here.

id

Primary key identifier for records.

call_id

References the calls records primary key id.

deflection

Enum value.

escalation_id

References contacts table that is not included. Data point only.

escalation_reason

String enum value

event

Enum value.

event_id

Deprecated. References null entity

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

time

Timestamp of the event being taking place.

virtual_agent_id

References the virtual agents table by primary key id.

perf_call_va_handle_durations

File Type: Delta

Part of interaction based reporting. Virtual agent interactions with end-users and agents.

id

Primary key identifier for records.

call_duration

Duration of seconds between started_at and ended_at.

call_id

References the calls records primary key id.

call_type

String with the possible values of

• IncomingCall

• NumberedIncomingCall

• IvrCall

• InAppIvrCall

• AppsApiNumberedIncomingCall

• ScheduledCall

• NumberedScheduledCall

• AppsApiNumberedScheduledCall

• DirectCall

• SessionInitiatedCall

• InternalCall

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

ended_at

The timestamp when the interaction ended.

escalation_reason

Enum value.

event

Enum value.

event_id

Deprecated. References null entity

fallback_response_count

The quantity of times the virtual agent couldn't understand and responded with a fallback message.

finish_reason

Enum value.

initiated_by

Enum value.

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

response_count

The count of responses made by the virtual sgent to the end-user inputs.

sentiment

Sentiment score of the interaction.

started_at

The timestamp when the interaction began.

time

The timestamp when the interaction was recorded.

transfer

Boolean that if true would indicate this interaction began as the result of a transfer.

transfer_id

References the comm_transfers table by primary key id.

virtual_agent_id

References the virtual_agents table by primary key id.

perf_chat_cobrowse_details

File Type: Delta

Part of interaction based reporting. Each record is a single cobrowse interaction.

agent_id

References the users table by primary key id.

menu_path_id

References the menu_paths table by primary key id.

lang

ISO 639-1 language locale codes.

chat_id

References the chats records primary key id.

session_id

Chats are superseded by a session. This links to the sessions dataset by the primary key id.

started_by

NULL when started by an end-user, otherwise the value represents the users record that started this cobrowse session. Joined by primary key id of users.

ended_by

NULL when started by an end-user, otherwise the value represents the users record that ended this cobrowse session. Joined by primary key id of users.

started_at

The timestamp when the interaction began.

ended_at

The timestamp when the interaction ended.

remote_controlled

Boolean indicating whether remote control was used during the session.

device_name

Device name from client SDK from Cobrowse.

perf_chat_deflected_escalations

File Type: Delta

Part of interaction based reporting. When a virtual agent escalates to a queue but then experiences a queue deflection an interaction is logged here.

id

Primary key identifier for records.

chat_id

References the chats records primary key id.

event

String value describing the event that triggered the deflection.

time

Timestamp of the deflected escalation.

virtual_agent_id

References the virtual_agents table by primary key id.

menu_path_id

References the menu_paths table by primary key id.

lang

ISO 639-1 language locale codes.

deflection

Enum value.

escalation_reason

Enum value.

perf_chat_handle_durations

File Type: Delta

Part of interaction based reporting. Each record is a unique agent interaction on a call. Commonly used for metrics such as response count/duration, handle time, and after call work.

id

Primary key identifier for records.

event

Enum value.

chat_duration

For event types of 0, 1, and 2 this is the duration of seconds between started_at and ended_at

acw_duration

For event types of 3 this is the duration of seconds between started_at and ended_at

chat_id

References the chats records primary key id.

transfer

Boolean that if true would indicate this interaction began as the result of a transfer.

transfer_id

References the comm_transfers table by primary key id.

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

agent_id

References the users table by primary key id.

started_at

The timestamp when the interaction began.

ended_at

The timestamp when the interaction ended.

reactivated

Boolean indicating if this interaction was reactivated after dismissal.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

response_count

The count of agent responses to end-user chats.

response_time_avg

The average time agent responses took after the previous end-user message.

response_time_max

The maximum time agent responses took after the previous end-user message.

response_time_total

The total time agent responses took after the previous end-user message.

session_id

Chats are superseded by a session. This links to the sessions dataset by the primary key id.

type

Enum value.

wait_duration

The duration in seconds that it took the agent to become connected into the chat once being assigned to it.

inbound

Boolean that if true would indicate this was an inbound interaction.

sub_type

Enum value.

perf_chat_queue_durations

File Type: Delta

Part of interaction based reporting. Queue level interactions that are used for metrics such as SLA, queue duration, and abandonment rates. Note that agent_id is present on queued interactions as a signal to how the interaction terminated. The agent has no responsibility to any of the metrics.

id

Primary key identifier for records.

event

Enum value.

transfer

Boolean that if true would indicate this interaction began as the result of a transfer.

chat_id

References the chats records primary key id.

transfer_id

References the comm_transfers table by primary key id.

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

queue_duration

Duration in seconds this interaction was enqueued.

started_at

The timestamp when the interaction began.

ended_at

The timestamp when the interaction ended.

reactivated

Boolean indicating if this interaction was reactivated after dismissal.

agent_id

References the users table by primary key id.

type

Enum value.

fail_reason

Deprecated. Use chats.fail_reason

service_level_abandon_time_threshold

When this record is enqueued this is a snapshot of the short abandon threshold.

service_level_target_time

The duration in seconds that this record's queue_duration would need to meet to be considered in SLA snapshotted at the time this record was created.

service_level_event

Enum value.

service_level_target_percent

When this record is enqueued this is a snapshot of the target percentage.

perf_chat_smart_actions

File Type: Delta

Part of interaction based reporting. Smart actions during a call have their interactions recorded here.

id

Primary key identifier for records.

agent_id

References the users table by primary key id.

chat_id

References the chats records primary key id.

type

Enum value.

sub_type

Enum value.

number_of_photos

Quantity of photos sent in smart action.

menu_path_id

References the menu_paths table by primary key id.

result

Enum value.

duration

Duration in seconds the smart action interaction took place.

end_user_input_duration

Duration in seconds the smart action interaction after the end-user was sent the notification of the smart action.

notification_duration

Duration in seconds it took for the end-user to receive the notification.

lang

ISO 639-1 language locale codes.

started_at

The timestamp when the smart action interaction began.

ended_at

The timestamp when the smart action interaction ended.

interaction_started_at

The timestamp when the parent interaction began.

interaction_ended_at

The timestamp when the parent interaction ended.

perf_chat_va_handle_durations

File Type: Delta

Part of interaction based reporting. Virtual agent interactions with end-users and agents.

id

Primary key identifier for records.

chat_id

References the chats records primary key id.

chat_duration

Duration in seconds of the virtual agent interaction.

ended_at

The timestamp when the interaction ended.

escalation_reason

String enum value

event

Enum value.

event_id

Deprecated. References null entity.

finish_reason

String enum value.

initiated_by

Enum value.

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

reactivated

Boolean indicating if this interaction was reactivated after dismissal.

started_at

The timestamp when the interaction began.

time

The timestamp when the interaction was recorded.

transfer

Boolean that if true would indicate this interaction began as the result of a transfer.

transfer_id

References the comm_transfers table by primary key id.

virtual_agent_id

References the virtual_agents table by primary key id.

response_count

The count of virtual agent responses to end-user chats.

response_time_avg

The average time virtual agent responses took after the previous end-user message.

response_time_max

The maximum time virtual agent responses took after the previous end-user message.

response_time_total

The total time virtual agent responses took after the previous end-user message.

fallback_response_count

The quantity of times the virtual agent couldn't understand and responded with a fallback message.

perf_chat_va_skipped_assignments

File Type: Delta

Part of interaction based reporting. Interactions for when a Virtual Agent couldn't be assigned to a chat.

id

Primary key identifier for records.

chat_id

References the chats records primary key id.

reason

Enum value.

menu_path_id

References the menu_paths table by primary key id.

lang

ISO 639-1 language locale codes.

time

Timestamp when the event was recorded.

event_id

Deprecated. References null entity.

event

String of the event that triggered the recording.

perf_chat_virtual_agent_summaries

File Type: Delta

Deprecated and replaced by perf_chat_va_handle_durations.

id

Primary key identifier for records.

chat_id

References the chats records primary key id.

chat_type

String enum value.

ended_at

The timestamp when the interaction ended.

lang

ISO 639-1 language locale codes.

virtual_agent_id

References the virtual_agents table by primary key id.

response_count

The count of virtual agent responses to end-user chats.

response_time_total

The total time virtual agent responses took after the previous end-user message.

fallback_response_count

The quantity of times the virtual agent couldn't understand and responded with a fallback message.

perf_consumer_call_in_menu_durations

File Type: Delta

Part of interaction based reporting. Time an end-user spent in IVR menu selection.

id

Primary key identifier for records.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

call_id

References the calls records primary key id.

session_id

Calls are superseded by a session. This links to the sessions dataset by the primary key id.

event

Enum value.

call_type

String with the possible values of

• IncomingCall

• NumberedIncomingCall

• IvrCall

• InAppIvrCall

• AppsApiNumberedIncomingCall

• ScheduledCall

• NumberedScheduledCall

• AppsApiNumberedScheduledCall

• DirectCall

• SessionInitiatedCall

• InternalCall

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

in_menu_duration

Duration in seconds the end-user was in IVR selection.

started_at

The timestamp when the interaction began.

ended_at

The timestamp when the interaction ended.

perf_email_handle_durations

File Type: Delta

Part of interaction based reporting. Each record is a unique agent interaction on an email. Commonly used for metrics such as Handle Time.

id

Primary key identifier for records.

event

Enum value.

email_duration

Duration in seconds of this interaction.

email_support_id

References email_supports by primary key id.

inbound

Boolean that if true would indicate this was an inbound interaction.

transfer

Boolean that if true would indicate this interaction began as the result of a transfer.

transfer_id

References the comm_transfers table by primary key id.

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

agent_id

References the users table by primary key id.

started_at

The timestamp when the interaction began.

ended_at

The timestamp when the interaction ended.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

status

Enum value.

assignment_type

Enum value.

attachments_count

Count of attachments on this email interaction.

perf_email_queue_durations

File Type: Delta

Part of interaction based reporting. Queue level interactions that are used for metrics such as SLA, queue duration, and abandonment rates. Note that agent_id is present on queued interactions as a signal to how the interaction ended. The agent has no responsibility to any of the metrics.

id

Primary key identifier for records.

event

Enum value.

email_support_id

References email_supports by primary key id.

lang

ISO 639-1 language locale codes.

menu_path_id

References the menu_paths table by primary key id.

queue_duration

Duration in seconds this interaction was enqueued.

started_at

The timestamp when the interaction began.

ended_at

The timestamp when the interaction ended.

agent_id

References the users table by primary key id.

inbound

Boolean that if true would indicate this was an inbound interaction.

status

Enum value.

assignment_type

Enum value.

service_level_target_time

The duration in seconds that this record's queue_duration would need to meet to be considered in SLA snapshotted at the time this record was created.

service_level_event

Enum value.

service_level_target_percent

When this record is enqueued this is a snapshot of the target percentage.

perf_third_party_call_handle_durations

File Type: Delta

Part of interaction based reporting. Each record is a unique third party interaction on a call.

id

Primary key identifier for records.

participant_id

References call_participants by the primary key id.

call_id

References the calls records primary key id.

origin_call_id

References the calls records primary key id. Reflects a parent call record.

session_id

Calls are superseded by a session. This links to the sessions dataset by the primary key id.

call_type

String with the possible values of:

• IncomingCall

• NumberedIncomingCall

• IvrCall

• InAppIvrCall

• AppsApiNumberedIncomingCall

• ScheduledCall

• NumberedScheduledCall

• AppsApiNumberedScheduledCall

• DirectCall

• SessionInitiatedCall

• InternalCall

call_duration

Duration in seconds of this third party interaction.

hold_duration

Unused. It isn't possible to record a third party's hold imposed on an end-user.

started_at

The timestamp when the interaction began.

ended_at

The timestamp when the interaction ended.

queue_report_group_histories

File Type: Delta

Queue report groups are a way of bundling metrics together by a combination of queues. The data in this table represents the historical assignment of queues to queue report groups.

id

Primary key identifier for records.

group_id

References queue_report_groups by primary key id.

lang

ISO 639-1 language locale codes.

menu_id

Relationship to menus using the primary key id

menu_path_id

References the menu_paths table by primary key id.

menu_type

String with the following possible values:

• ivr_menu

• sms_menu

• web_menu

• mobile_menu

• whats_app_menu

• email_menu

started_at

The timestamp when the menu membership to a queue report group began.

ended_at

The timestamp when the menu membership to a queue report group ended.

queue_report_group_items

File Type: Full

Queue report groups are a way of bundling metrics together by a combination of queues. Each item is a current queue assignment to a queue report group.

id

Primary key identifier for records.

group_id

References queue_report_groups by primary key id.

lang

ISO 639-1 language locale codes.

menu_id

Relationship to menus using the primary key id.

queue_report_groups

File Type: Full

Queue report groups are a way of bundling metrics together by a combination of queues. These are the groups themselves.

id

Primary key identifier for records.

name

Name assigned to the queue report group.

comm_type

Call, chat, or email.

hidden

The visibility of this queue report group on Contact Center AI Platform dashboards.

hidden_productive_agents

The visibility of production agent data on Contact Center AI Platform dashboards.

user_statuses

The user statuses that are included in the definition of productive.

created_at

Timestamp when this record was created at.

updated_at

Timestamp when this last record was updated.

sessions

File Type: Delta

Sessions are a parent channel to calls, chats, and emails and have no specific use.

id

Primary key identifier for records.

agent_id

References the users table by primary key id.

created_at

Timestamp when this record was created at.

end_user_id

Relationship to end-users using the primary key id. Commonly referred to as consumers.

finished_at

The timestamp for this session was completed.

in_queue_priority

The priority value for this session while it was enqueued.

lang

ISO 639-1 language locale codes.

materialized_menu_path

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using menu_path_id. String of menu_ids separated by "/" noting the queue hierarchy.

materialized_menu_path_name

Deprecated in favor of interaction based reporting that joins data from the menu_paths, menu_path_items, menus, and menus datasets using menu_path_id. String of menu_names separated by "/" noting the queue hierarchy.

menu_id

Relationship to menus using the primary key id

menu_path_id

References the menu_paths table by primary key id.

menu_type

String with the following possible values:

• ivr_menu

• sms_menu

• web_menu

• mobile_menu

• whats_app_menu

• email_menu

out_ticket_id

External configured CRM ticket ID referencing this session.

out_ticket_url

External configured CRM ticket URL referencing this session.

queue_priority_level

The priority level of the menu the transfer enqueued into.

rating

CSAT rating for this session.

status

Enum value.

transfer_count

Deprecated. Count of transfers. Use **queue_durations suffixed records where transfer = 1

user_priority

The priority level of the end-user that created the email support.

verifiable

Boolean indicating whether the device has support for verification by fingerprint.

verified

End user has been verified

team_hierarchies

File Type: Full

Used to map team hierarchies. Both ancestor_id and descendant_id refer to the team's record.

ancestor_id

Relationship to teams using the primary key id

descendant_id

Relationship to teams using the primary key id

generations

Indicates whether the descendent is directly assigned to the menu.

team_memberships

File Type: Full

Current user and team memberships.

id

Primary key identifier for records.

created_at

Timestamp when this record was created at.

team_id

Relationship to teams using the primary key id

updated_at

Timestamp when this last record was updated.

user_id

References the users table by primary key id.

membership_type

Enum value.

teams

File Type: Full

Current teams in the platform.

id

Primary key identifier for records.

agents_count

Number of agents in this team.

created_at

Timestamp when this record was created at.

deleted_at

Timestamp when this record was soft deleted at.

name

Name of the team.

parent_id

References the same teams data by primary key id.

position

Hierarchical position with 0 being a leaf team.

updated_at

Timestamp when this last record was updated.

user_activity_logs

File Type: Delta

Each specific agent activity within the platform will generate a log. Most are point in time logs with some, like user status changed containing a duration.

id

Primary key identifier for records.

activity

Enum value.

call_id

References the calls records primary key id.

chat_id

References the chats records primary key id.

duration

User status changed activities log a start and ending date. This duration is the time in seconds spent in the status.

ended_at

The timestamp when the interaction ended. Applies to activity 20000 for tracking agent statuses and the windowed duration of they are in a given status.

user_status_id

Zero or less values represent default platform statuses while positive integers have a relationship to user_statuses on primary key id.

started_at

The timestamp when the interaction began.

user_id

References the users table by primary key id.

user_queue_histories

File Type: Delta

Historical association of users and queues.

id

Primary key identifier for records.

channel

Enum value.

end_event

Enum value.

ended_at

The timestamp when the membership a user had with a menu ended.

group_id

Relationship to menu_queue_groups using the primary key id

lang

ISO 639-1 language locale codes.

level

Deprecated.

menu_id

Relationship to menus using the primary key id

start_event

Enum value.

started_at

The timestamp when the membership a user had with a menu began.

user_id

References the users table by primary key id.

current

Active user queue association.

user_statuses

File Type: Full

Customer configured user statuses.

id

Primary key identifier for records.

deleted_at

Timestamp when this record was soft deleted at.

name

Name of the user status.

user_team_histories

File Type: Delta

Historical association of users and team.

id

Primary key identifier for records.

end_event

Enum value.

ended_at

The timestamp when the membership a user had with a team ended.

start_event

Enum value.

started_at

The timestamp when the membership a user had with a team began.

team_id

Relationship to teams using the primary key id

user_id

References the users table by primary key id.

current

Active user team association.

users

File Type: Full

User records in the platform. All user types are returned and not solely agents.

id

Primary key identifier for records.

agent_number

Customer provided identifier for users.

call_queue_assigned

Boolean indicating the user is associated with a call queue.

chat_auto_answer

chat_queue_assigned

Boolean indicating the user is associated with a chat queue.

created_at

Timestamp when this record was created at.

deleted_at

Timestamp when this record was soft deleted at.

email

Email address of user.

first_name

First name of user.

ignored_projection_count

Current counter of ignored projections.

last_login_time

Timestamp of the last login.

last_name

Last name of user.

location_id

Relationship to company_locations using the primary key id.

location

Same value from relationship on company_locations.

max_chat_limit

Maximum concurrent chats.

max_chat_limit_enabled

Boolean enabling concurrent chats.

permissions

Deprecated.

repr_status_name

Current user status name.

roles

Deprecated.

status_after_inquiries_id

Next user status after current.

status_after_inquiries_by

Enum value.

repr_status_id

Current user status ID.

virtual_agents

File Type: Full

Virtual agents configured in the platform.

id

Primary key identifier for records.

avatar

URL of avatar image.

chatbot_workflow_id

deleted_at

Timestamp when this record was soft deleted at.

enabled

Current enabled status of the virtual agent.

langs

Supported ISO 639-1 language locale codes.

menu_types

Bitmask values.

• 0 = no menu types

• 1 = Mobile

• 2 = Web

• 3 = Mobile + Web

• 4 = IVR

• 5 = Mobile + IVR

• 6 = Web + IVR

• 7 = Mobile + Web + IVR

name

Name of the virtual agent.

created_at

Timestamp when this record was created at.

updated_at

Timestamp when this last record was updated.

channel_types

Bitmask values.

• 0 = no channel types

• 1 = chat only

• 2 = voice_call only

• 3 = both chat and voice_call

agent_type

Enum value.

Metrics

Handle time

Calls

SELECT SUM(call_duration) + SUM(acw_duration) + SUM(bcw_duration)

FROM perf_call_handle_durations

WHERE event IN (0, 1, 2, 3, 4)

Group data by **menu_path_id** and lang for queue metrics.

Group data by agent_id for agent metrics.

Chats

SELECT SUM(chat_duration) + SUM(acw_duration)

FROM perf_chat_handle_durations

WHERE event IN (0, 1, 2, 3)

Group data by **menu_path_id** and lang for queue metrics.

Group data by agent_id for agent metrics.

Email

SELECT SUM(email_duration)

FROM perf_email_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by agent_id for agent metrics.

Hold Time

Calls

SELECT SUM(hold_duration)

FROM perf_call_handle_durations

WHERE event IN (0, 1, 2)

Group data by **menu_path_id** and lang for queue metrics.

Group data by agent_id for agent metrics.

Talk Time

Calls

SELECT SUM(call_duration) - SUM(hold_duration)

FROM perf_call_handle_durations

WHERE event IN (0, 1, 2)

Group data by **menu_path_id** and lang for queue metrics.

Group data by agent_id for agent metrics.

After Call Work

Calls

SELECT SUM(acw_duration)

FROM perf_call_handle_durations

WHERE event IN (3)

Group data by **menu_path_id** and lang for queue metrics.

Group data by agent_id for agent metrics.

Chats

SELECT SUM(acw_duration)

FROM perf_chat_handle_durations

WHERE event IN (3)

Group data by **menu_path_id** and lang for queue metrics.

Group data by agent_id for agent metrics.

Before Call Work

Calls

SELECT SUM(bcw_duration)

FROM perf_call_handle_durations

WHERE event IN (4)

Group data by **menu_path_id** and lang for queue metrics.

Group data by agent_id for agent metrics.

SLA

Calls

SELECT SUM(service_level_event IN(1)) / SUM(service_level_event IN (1, 2)) * 100

FROM perf_call_queue_durations

Group data by **menu_path_id** and lang for queue metrics.

Chats

SELECT SUM(service_level_event IN(1)) / SUM(service_level_event IN (1, 2)) * 100

FROM perf_chat_queue_durations

Group data by **menu_path_id** and lang for queue metrics.

Email

SELECT SUM(service_level_event IN(1)) / SUM(service_level_event IN (1, 2)) * 100

FROM perf_email_queue_durations

Group data by **menu_path_id** and lang for queue metrics.

Queue duration

Calls

SELECT SUM(queue_duration)

FROM perf_call_queue_durations

Group data by **menu_path_id** and lang for queue metrics.

Chats

SELECT SUM(queue_duration)

FROM perf_chat_queue_durations

Group data by **menu_path_id** and lang for queue metrics.

Email

SELECT SUM(queue_duration)

FROM perf_email_queue_durations

Group data by **menu_path_id** and lang for queue metrics.

Abandonment %

Calls

SELECT SUM(event IN (3) AND service_level_event <> 0) AS total_abandoned,

 SUM(service_level_event <> 0) AS total_queued_interactions,

 SUM(event IN (3) AND service_level_event <> 0) 

   / SUM(service_level_event <> 0) 

   * 100 AS abandon_percent

FROM perf_call_queue_durations

Group data by **menu_path_id** and lang for queue metrics.

Chats

SELECT SUM(event IN (1) AND service_level_event <> 0) AS total_abandoned,

 SUM(service_level_event <> 0) AS total_queued_interactions,

 SUM(event IN (1) AND service_level_event <> 0) 

   / SUM(service_level_event <> 0) 

   * 100 AS abandon_percent

FROM perf_chat_queue_durations

Group data by **menu_path_id** and lang for queue metrics.

Virtual agent handle time

Calls

SELECT SUM(call_duration)

FROM perf_call_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Chats

SELECT SUM(chat_duration)

FROM perf_chat_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Virtual agent started by consumer

Calls

SELECT SUM(initiated_by = 0)

FROM perf_call_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Chats

SELECT SUM(initiated_by = 0)

FROM perf_chat_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Virtual agent started by agent

Calls

SELECT SUM(initiated_by = 1)

FROM perf_call_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Chats

SELECT SUM(initiated_by = 1)

FROM perf_chat_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Virtual agent abandons

Calls

SELECT SUM(finish_reason IN (5))

FROM perf_call_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Chats

SELECT SUM(finish_reason IN ('undefined', 'unexpectedly_ended'))

FROM perf_chat_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Virtual agent escalation counts

Calls

SELECT SUM(

 finish_reason IN (3) 

 AND escalation_reason IN (1,2)

)

FROM perf_call_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Chats

SELECT SUM(

 finish_reason = 'escalated' 

 AND escalation_reason IN ('by_end_user_ask', 'by_end_user_message')

)

FROM perf_chat_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Virtual agent planned transfers

Calls

SELECT SUM(

 finish_reason IN (3) 

 AND escalation_reason IN (3)

)

FROM perf_call_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.

Chats

SELECT SUM(

 finish_reason = 'escalated' AND escalation_reason = 'by_virtual_agent'

)

FROM perf_chat_va_handle_durations

Group data by **menu_path_id** and lang for queue metrics.

Group data by virtual_agent_id for virtual agent metrics.