- 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|
|account_number||VARCHAR||None||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.
|acw_time||BIGINT||Seconds||The amount of time the agents spent doing after-call work related to this interaction|
|agent_disposition_code||INT||None||Numerical code (if defined) of the disposition that was assigned to this interaction|
|agent_disposition_name||VARCHAR||None||Name of the disposition that was assigned to this interaction|
|agent_disposition_notes||LONGTEXT||None||The text note that the agent wrote regarding the interaction|
|agg_run_id||BINARY (16)||None||Aggregator run that produced this record|
|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|
|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_encryption_key_id||BINARY||None||For internal use only.|
|callee_first_name||VARCHAR||None||First name of the party that accepted the interaction|
|callee_has_screen_recording||BIT||None||Indication that screen of the party that accepted this interaction was recorded during the interaction|
|callee_interaction_step_id||BINARY||None||Identifier for the interaction segment of the party that accepted this interaction|
|callee_last_name||VARCHAR||None||Last name of the party that accepted the interaction|
|callee_login_id||VARCHAR||None||For inbound and internal interactions, 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.|
|callee_monitored||BIT||None||TRUE if the party that accepted this interaction was monitored at any time during the interaction handling|
|callee_phone_type||ENUM||None||The location of the party that received the interaction. Possible values are INTERNAL or EXTERNAL.|
|callee_rank||VARCHAR||None||For inbound and internal calls, the rank of the user who received 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_team_name||VARCHAR||None||Name of the team that the agent who accepted the interaction is a member of|
|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|
|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_encryption_key_id||BINARY||None||For internal use only|
|caller_first_name||VARCHAR||None||First name of the party that originated the interaction|
|caller_has_screen_recording||BIT||None||Indication that screen of the party that originated this interaction was recorded during the interaction|
|caller_interaction_step_id||BINARY||None||Identifier for the interaction segment of the party that originated this interaction|
|caller_last_name||VARCHAR||None||Last name of the party that originated the interaction|
|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.|
|caller_monitored||BIT||None||TRUE if the party that originated this interaction was monitored at any time during the interaction handling|
|caller_phone_type||ENUM||None||caller_phone_type specifies the location of the party that initiated 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|
|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_team_name||VARCHAR||None||Name of the team that the agent who originated the interaction is a member of|
|case_id||VARCHAR||None||Identifier of the case with which this email is associated|
|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:
|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.|
|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)|
|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:
|duration||BIGINT||Seconds||For calls and chats, the total duration of the interaction from the moment it entered the system or was initiated and until it was released.
For inbound emails, 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, 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.
|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|
|email_detail_id||VARCHAR||None||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_id||VARCHAR||None||Indentifier of the email interaction|
|email_kb_article_id||VARCHAR||None||Identifier of the article used for replying to this email|
|email_subject||VARCHAR||None||Content of the email subject field|
|flagged||BIT||None||TRUE if the interaction was flagged by agent; FALSE otherwise|
|from_phone||VARCHAR||None||The phone number from which the call was made, or for emails, the email address in the "From" field|
|global_interaction_id||BINARY||None||Global interaction identifier|
|held||BIGINT||Seconds||The number of times the call was placed on hold (for emails and chats, the number of times the chat interaction was out of focus)|
|hold_time||BIGINT||Seconds||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)|
|initial_callee_phone_type||ENUM||None||For transferred interactions, the location of the party that received the original interaction in the transfer sequence.
Possible values include INTERNAL or EXTERNAL.
|initial_caller_phone_type||ENUM||None||For transferred interaction, the location of the party that initiated the original interaction in the transfer sequence.
Possible values include INTERNAL or EXTERNAL.
|initial_call_id||BINARY||None||For transferred calls, 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_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|
|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_service_name||VARCHAR||None||For transferred interactions, the name of the service associated with the original interaction in the transfer sequence|
|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)|
|ivr_time||BIGINT||Seconds||Total time the call spent in IVR|
|max_hold||BIGINT||Seconds||The duration of the longest period the call was on hold|
|media_type||ENUM||None||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.
|original_destination_phone||VARCHAR||None||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.
|pending_time||BIGINT||Seconds||For inbound calls, 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, 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.
|queue_time||BIGINT||Seconds||Total time the interaction spent in the service queue|
|reported_problem||ENUM||None||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
|response_email_id||VARCHAR||None||Identifier of the article that was sent automatically to acknowledge receipt of this email|
|scenario_name||VARCHAR||None||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.)
|service_name||VARCHAR||None||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.
|start_time||DATETIME||Seconds||For inbound interactions, the date and time when the interaction entered the system.
For outbound and internal interactions, the date and time when the interaction was initiated.
The time is given in Universal Coordinated Time (UTC).
|talk_time||BIGINT||Seconds||The total call talk time. It excludes hold time.
For chats and emails, the total in-focus time (the time the interaction was selected in the active communications lists of the agents who processed it).
|thread_id||VARCHAR||None||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).
|transferred_from_phone||VARCHAR||None||For transferred calls and chats, the phone number from which the call/chat was last transferred|
|trunk_description||VARCHAR||None||For inbound and outbound calls, the name of the trunk that was used to establish this call|
|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|
|caller_city||VARCHAR||None||The city of the user that originated the interaction; the setting is defined in the Contact Center Administrator application, section Users & Teams > Users > Location tab|
|callee_city||VARCHAR||None||The city of the user that accepted the interaction; the setting is defined in the Contact Center Administrator application, section Users & Teams > Users > Location tab|
|caller_country||VARCHAR||None||The country of the user that originated the interaction; this setting is defined in the Contact Center Administrator application, section Users & Teams > Users > Location tab|
|callee_country||VARCHAR||None||The country of the user that accepted the interaction; this setting is defined in the Contact Center Administrator application, section Users & Teams > Users > Location tab|
|email_language||VARCHAR||None||The language of the email interaction|
|caller_interaction_id||BINARY (16)||None||Identifier for the interaction of the party that originated the interaction|
|callee_interaction_id||BINARY (16)||None||Identifier for the interaction of the party that accepted the interaction|
|caller_has_voice_recording||BIT||None||Indication that the party that originated this interaction was recorded during the interaction|
|callee_has_voice_recording||BIT||None||Indication that the party that accepted this interaction was recorded during the interaction|
|voice_recording_banned||BIT||None||Indication that voice recording of the interaction was banned|
|monitoring_banned||BIT||None||Indication that monitoring of the interaction was banned|
|in_service_level||VARCHAR||None||Indication that the interaction was answered within the defined service level|
|custom1||VARCHAR||None||Custom reporting field 1|
|custom2||VARCHAR||None||Custom reporting field 2|
|custom3||VARCHAR||None||Custom reporting field 3|
|custom4||VARCHAR||None||Custom reporting field 4|
|custom5||VARCHAR||None||Custom reporting field 5|
|sentiment||DECIMAL (5,3)||None||If Natural Language Understanding (NLU) was configured at the time the interaction was processed, the sentiment value of the interaction is returned. The value is a decimal in within the -1 to 1 range, with -1 being the most negative, 0 neutral, and 1 the most positive sentiment.|
|erased_voice_recording||BIT||None||Indication that the interaction had a voice recording and it was explicitly erased later|
|erased_voice_signature||BIT||None||Indication that the interaction had a voice signature and it was explicitly erased later|
|erased_chat_transcript||BIT||None||Indication that the interaction had a chat transcript and it was explicitly erased later|
|erased_email||BIT||None||Indication that the interaction had an email and it was explicitly erased later|
|erased_screen_recording||BIT||None||Indication that the interaction had a screen recording and it was explicitly erased later|
|ewt||BIGINT||None||The Estimated Wait Time for the interaction|