- Reporting Database Specification Introduction
- How to Use This Guide Statistical Data
- General Information About Statistical Data
- concurrent_usersDetailed Records
- General Information About Detailed Records
Each row of the call_detail 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.
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 call_detail table.
|Column Name||Data Type||Units||Description|
|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.
The time is given in Universal Coordinated Time (UTC).
|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:
|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; time is given in Universal Coordinated Time (UTC)|
|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_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_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:
|held||BIGINT||None||held specifies the number of times the call was placed on hold; for chats, the number of times the chat interaction was out of focus|
|max_hold||BIGINT||Seconds||Duration of the longest of the number of times the call was placed on hold; for chats, the duration of the longest of the number of times the chat interaction was out of focus|
|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|