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• 5.19 • 5.3 • 5.8

call_detail

call_detail 表のの各行には、一つの対話の処理に関連する一連のデータが含まれます。これには、対話の合計時間や通話時間などの対話レベルの集計が含まれます。この表の対話全体レコードは、この対話が続いた間隔の数に関係なく、対話がシステムに入った間隔（受信対話の場合）または開始された間隔（内部および発信対話の場合）について報告されます。

メールの場合、受信メールがシステムに到着した時点、または発信メールがエージェントによって送信された時点で、この表にレコードが作成されます。その後、レコードは下書きとして保存されるたびに更新されます。メールの処理が完了すると、レコードが更新されてから閉じられます。

表自体の名前を除いて、以下の説明における”call”という用語は、該当するパラメーターがコールまたはチャットに適用されることを示します。パラメータがすべてのメディアタイプで同じ意味を持つ場合、 対話 という用語が使用されます。パラメータが複数のメディアタイプに適用され異なる意味を持つ場合、各メディアタイプについて個別に説明します。


データの説明

次の表には、名前（IDなど）、データタイプ (BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHARなど)、 call_detail 表の各メトリック（つまり、列）の説明が含まれます。


列名 データタイプ 単位 内容
account_number VARCHAR なし お客様のアカウント番号

このコールを開始した架電リストのレコードにAccountというリストフィールドがある場合、当該のフィールドの値はこのメトリックに保存されます。アカウント番号は 対話レコード検索の選択基準として使用できます。

acw_time BIGINT 秒 エージェントがこの対話に関連する後処理に費やした時間
agent_disposition_code INT なし この対話に割り当てられた対話結果の数値コード（ある場合）
agent_disposition_name VARCHAR なし この対話に割り当てられた対話結果名
agent_disposition_notes LONGTEXT なし この対話に関連するエージェントのテキストノート
agg_run_id BINARY (16) なし このレコードを生成したアグリゲーター実行
callee_cpa_recording_url VARCHAR なし この対話の被発呼側の対話セグメントにおけるCPA部分の録音URL
callee_cpa_rtp_server_id BINARY なし この対話の被発呼側の対話セグメントにおけるCPA部分の録音を行ったRTPサーバーの識別子
callee_encryption_key_id BINARY なし 社外秘
callee_first_name VARCHAR なし 被発呼側のファーストネーム
callee_has_screen_recording BIT なし 被発呼側の画面が対話中に録画されたことを示すメトリック
callee_interaction_step_id BINARY なし 被発呼側の対話セグメントの識別子
callee_last_name VARCHAR なし 被発呼側のラストネーム
callee_login_id VARCHAR なし 受信及び内部対話の場合、このメトリックはこの対話を受信したユーザーのログインIDを示します。対話が転送された場合、対話が最後に転送されたユーザーのログインIDを示します。
callee_monitored BIT なし 被発呼側が対話処理中に監視された場合は、TRUE です。
callee_phone_type ENUM なし この対話を受信した側の場所を示します。設定可能な値は INTERNAL またはEXTERNALです。
callee_rank VARCHAR なし 受信及び内部コールの場合、当該の対話を受信したユーザーのランクを示します。
callee_rtp_server_id BINARY なし この対話の被発呼側の対話セグメントの録音を行ったRTPサーバーの識別子
callee_team_name VARCHAR なし 対話を受信したエージェントが属するチームの名前
caller_cpa_recording_url VARCHAR なし 発呼側の対話セグメントにおけるCPA部分の録音URL
caller_cpa_rtp_server_id BINARY なし 発呼側の対話セグメントにおけるCPA部分の録音を行ったRTPサーバーの識別子
caller_encryption_key_id BINARY なし 社外秘
caller_first_name VARCHAR なし 発呼側のファーストネーム
caller_has_screen_recording BIT なし 発呼側の画面が対話中に録画されたことを示すメトリック
caller_interaction_step_id BINARY なし 発呼側の対話セグメントの識別子
caller_last_name VARCHAR なし 発呼側のラストネーム
caller_login_id VARCHAR なし 発信及び内部対話の場合、このメトリックはこの対話を開始したユーザーのログインIDを示します。対話が転送された場合、対話の転送元のログインIDを示します。
caller_monitored BIT なし 発呼側が対話処理中に監視された場合は、TRUE です。
caller_phone_type ENUM なし caller_phone_type はこの対話を開始した側の場所を示します。設定可能な値は INTERNAL またはEXTERNALです。
caller_rank VARCHAR なし 発信及び内部コールの場合、当該の対話を開始したユーザーのランクを示します。
caller_rtp_server_id BINARY なし この対話の発呼側の対話セグメントの録音を行ったRTPサーバーの識別子
caller_team_name VARCHAR なし 対話を開始したエージェントが属するチームの名前
case_id VARCHAR なし このメールが関連する ケース の識別子
case_number VARCHAR なし case_number はこのメールが関連するケース 番号を示します。 case_idと違ってケース番号とは手動処理に適した番号です 。
case_search_result VARCHAR なし システムは、受信メールごとに、元の返信に追加された thread_idを使用して、既存のケースとの可能な関連付けを探します。

設定可能な値には以下が含まれます:

  • found：特定のメールに関連するユニークなケースが見つかりました。ケース番号は case_numberフィールドにコピーされます。
  • found_mulitple ：複数のケースが見つかりました。case_number フィールドにはデータが入力されません。
  • created：一致したケースが見つかりません。新しいケースが作成され、この番号はcase_numberフィールドにコピーされます。
  • error
connected_to_phone VARCHAR なし connected_to_phone は、コールまたはチャットが配信された側の電話番号を示します。コール/チャットが転送された場合、コール/チャットが最後に転送された側の電話番号を示します。
detail_record_count INT なし この対話のセグメント数（つまり、この対話に関連する call_detail表のレコード数）
disposition ENUM なし disposition は、対話結果を示します。以下のcallは、指定された値がコール及びチャットに適用できることを示します。

Possible values include the following:

  • CALLER_TERMINATED – Call terminated by the party that made the call (after the call was answered)
  • CALLEE_TERMINATED – Call terminated by the party that answered the call
  • TRANSFERRED – Interaction was transferred by the party who accepted it (the after-transfer phase is reported in a separate record)
  • CONFERENCED – Call became a conference (the conference phase is reported a separate call)
  • SYSTEM_DISCONNECTED – Call was terminated by the system
  • SELF_SERVICE – Requested service was provided by the IVR application (as indicated by execution of scenario block Self-Service Provided)
  • ABANDONED – Inbound call was terminated by the by the caller while processed in the IVR application (except the SELF_SERVICE case above)
  • ABANDONED_QUEUE – Inbound call was terminated by the caller while waiting in the service queue
  • ABANDONED_RINGING – Inbound or internal call was terminated by the caller after it was delivered to the called party and before it was answered (or before the No Answer timeout expired)
  • NO_ANSWER – Inbound, outbound or internal call attempt was terminated after it was delivered to the called party desktop and was not answered within the No Answer timeout
  • CALLED_PARTY_BUSY – Outbound call attempt was terminated because the called party was busy
  • NETWORK_BUSY – Outbound call attempt was terminated because of the network congestion
  • CALLER_TRANSFERRED – Call was transferred by the caller (the after-transfer phase is reported as a separate call)
  • CALLBACK_REQUESTED – Call was terminated because a callback was requested (the corresponding callback attempt is reported as a separate call)
  • REPLIED – Email was replied to; applies to inbound emails only
  • CLOSED_WITHOUT_REPLY – Processing of the email was finished without a reply (e.g., the email was a spam or no follow-up was necessary); applies to inbound emails only
  • SENT – Email was sent; applies to outbound emails only
  • DISCARDED – Email initiated and subsequently discarded without being sent; applies to outbound emails only
  • SERVICE_CHANGED – Agent changed the service associated with the email and continued processing it (the after-service-change phase is reported in a separate record)
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)
id BINARY (16) None Reserved
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.

pkid INT None Primary key
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
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