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• 5.19 • 5.2 • 5.3 • 5.8


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

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 interaction_step_skills table.

Column Name Data Type Description
id BINARY (16) Primary key
interaction_step_id BINARY (16) interaction_step_id is the 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 type is the skill type.

Possible values include the following:

  • SERVICE – Primary service skill (a skill that is created automatically for each new service)
  • SKILL – 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 field as defined in configuration
service_level_threshold INT Service level threshold as defined in configuration
short_abandonment_threshold INT Reserved
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