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This sets the unit (ms/s/min/hours) for duration measures.

Tip

Adding Duration unit as a dashboard filter allows you to dynamically change duration units.

...

This sets the unit (ms/s/min/hours) for offset measures.

Tip

Adding Offset unit as a dashboard filter allows you to dynamically change offset units.

...

The hour of the day in which the interaction started.

For example 11.

...

The day of the week in which the interaction started.

For example Wednesday.

Tip

This dimension is commonly used to filter out interactions over the weekend.

...

The month of the year in which the interaction started.

For example October.

...

The time of day in which the interaction started.

For example 11:05.

...

The year in which the interaction started.

For example 2021.

...

The time and date on which the interaction started to the closest 15 minute period. In YYYY-MM-DD hh:mm format.

For example, 2021-07-31 19:15.

...

The date on which the interaction started. In YYYY-MM-DD format.

For example, 2021-07-31.

...

The month in which the interaction started. In YYYY-MM format.

For example, 2021-07.

...

The quarter in which the interaction started. In YYYY-Qx format.

For example, 2021-Q3.

...


...

This defines the duration (in ms/s/min/hours) for the Duration target met dimension. The duration target unit depends on the Duration unit value. By default, this is set to miliseconds. 

Tip

Adding Duration target as a dashboard filter allows you to dynamically change the target duration dimension.


TypeGroupNameDescription
Filter-only fields


Duration target

This filter-only field defines the duration for the Duration target met dimension. The duration target unit—milliseconds, seconds, minutes, hours, days—depends on the value in Duration unit.

Tip

Adding Duration target as a dashboard filter allows you to dynamically change the target duration dimension.




Duration unit

This filter-only field defines the duration unit—milliseconds, seconds, minutes, hours, days—for duration measures. By default, this is milliseconds.

Tip

Adding Duration unit as a dashboard filter allows you to dynamically change duration units.




Offset unit

This filter-only field defines the duration unit—milliseconds, seconds, minutes, hours, days—for offset measures. By default, this is milliseconds.

Tip

Adding Offset unit as a dashboard filter allows you to dynamically change offset units.


Dimensions

Conversation


IDThe unique identifier for the conversation. A conversation can contain multiple interactions, for example, an inbound call, a queued callback, and a subsequent callback attempt.

Interaction


Connect from

The address of the party that initiated the interaction; the source of the interaction.

For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases.

  • For an inbound interaction, it is the customer's address.
  • For an outbound interaction, it is the agent's callback number.
  • For an internal interaction, it is the agent's name.


Connect to

The address of the party being contacted by the interaction; the target of the interaction.

For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases.

  • For an inbound interaction, it is the address that the customer used when contacting VCC.
  • For an outbound interaction, it is the address of the customer being contacted.
  • For an internal interaction, this is the name of the agent being contacted.


IDThe unique identifier for the interaction.


Initial directionThe direction of the interaction when it started—one of Inbound (initiated by an external party), Outbound (initiated by an agent to an external party), or Internal (initiated by an agent to another agent).


Interaction planThe name of the first interaction plan the interaction entered.


Interaction plan mappingThe name of the mapping that connected the interaction's initial destination to the first interaction plan.


Media managerThe origin of an interaction—one of VBC, VCC, Salesforce, or SkypeForBusiness (depending on features enabled for the account).


Media typeThe means of communication used for the interaction. For example, Phone, Email, or External Work.


Service nameThe interaction plan's service name. Service name is used to differentiate multiple interaction plans with similar names or to group plans for reporting purposes. Value is null for interaction plans created in Interaction Plans Manager.


StatusThe processing status of an interaction—one of Ongoing (the interaction is still being processed), Completed (the interaction has been processed), or InternalError (an error occurred during processing).

Interaction - start bucket


1 hour

The hour of the day in which the interaction started. 

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example 11.



Day of week

The day of the week on which the interaction started.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, Wednesday.

Tip

This dimension is commonly used to filter out interactions over the weekend.




Month (name)

The name of the month in which the interaction started.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, July.



Time of day

The time at which the interaction started to the nearest minute. In hh:mm format. 

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 19:36.



Year

The year in which the interaction started. In YYYY format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2022.


Interaction - start date


15 min

The date and time at which the interaction started, rounded down to the nearest 15 minute period. In YYYY-MM-DD hh:mm format. 

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-31 19:15.



Date

The date on which the interaction started. In YYYY-MM-DD format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-31.



Month

The month in which the interaction started. In YYYY-MM format. 

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07.



Quarter

The quarter of the year in which the interaction started. In YYYY-Qx format. 

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2022-Q3



Time

The exact date and time at which the interaction started to the nearest second. In YYYY-MM-DD hh:mm:ss format. 

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-31 19:36:45.



Week

The Monday of the week in which the interaction started. In YYYY-MM-DD format. 

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-26.


Interaction channel


Agent ID

If Role is 'Agent', this is the unique identifier for the agent. This is the ID of the agent as defined in User Admin in the VCC admin portal during agent creation.

If Role is 'External' and the interaction went through a Call Connect Router applet, Agent ID is 'CCRConnect', otherwise the Agent ID is null.

If Role is 'Monitor', Agent ID is null.



End reasonThe reason the channel ended. For example, Released, Busy, and NoAnswer.


IDThe unique identifier for the channel.


RoleThe role of the party in the channel—one of External, Agent, or Monitor.


SequenceThe order in which the party in the channel joined the call or non-call interaction. Sequence is zero-based—the first party to join the interaction is 0 .


TouchpointThe address of the party in the channel, such as a phone number or email address (if known). For secure payment channels, the value is AgentAssist.

Interaction event


Applet type

The type of applet that the interaction entered at the time of the event.

Tip

To get only records with a value in this dimension, filter by Interaction Events Type equals 'Applet'.




Audio problem

The problem with the audio that the agent reported during the interaction event.

If available, Audio problem will be one of the following values: Too loud, Too quiet, Echo, Distortion, Background noise, Delay, Other.

If an agent reported multiple problems with the same interaction, those problems will appear in Audio problem for other interaction events.

Value is only populated for phone type interactions—it is null for any interactions that are not calls.

For information about audio problems, seeReporting problems.

Tip

To get only records with a value in this dimension, filter by Interaction Events Type equals 'AudioProblemReported'.




Call rating

The rating that the agent gave the interaction. If available, Call rating is a number 1–5.

Value is only populated for phone type interactions—it is null for any interactions that are not calls.

For information about call ratings, see Post Call Quality Rating.

Tip

To get only records with a value in this dimension, filter by Interaction Events Type equals 'CallRating'.




Data source value

The value of a data source associated with the interaction. Only available when a data source has been mapped using Data Source Mapping.

For information about data source mapping, see Data Source Mappings.

Tip

To get only records with a value in this dimension, filter by Interaction Events Type equals 'DataSourceValueAquired'.




Disposition

The outcome of the interaction set by the agent. For information about disposition codes, see Disposition codes

Tip

To get only records with a value in this dimension, filter by Interaction Events Type equals 'Disposition'.




Duration

The length of the event. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Note

Duration for some event types is always 0.




Duration (time)

The time that the event lasted to the nearest second. In hh:mm:ss format.

For example, 01:32:54.



Duration target metIndicates whether the duration of the event is within the duration defined in Duration target filter—either 'Yes' or 'No'.


Initiating agent IDThe unique identifier for the agent who caused the event. Currently only available when an agent puts an interaction on hold.


NameThe name of the queue, applet, interaction plan, or data source in events of the respective types.


OffsetThe total time after the start of the interaction that the event started. Unit is determined by filter-only field Offset unit. By default, in milliseconds.


Offset (time)

The total time after the start of the interaction that the event started to the nearest second. In hh:mm:ss format.

For example,

2021-07-31 19:36:45.WeekThe week

01:32:54.



SequenceThe order in which the
interaction started. In YYYY-MM-DD format.

For example, 2021-07-26.

Interaction channelAgent Id

The ID of the party if the Role is Agent, or CCRConnect if the call was handled by a Call Connect Router applet. Value is null when Role is External and Monitoring.

End reason

The reason the channel ended, for example, Released, Busy, and NoAnswer.

Warning

There is a known issue where End Reason is always reported as Released.

IdThe unique identifier for the channel.RoleThe role of the party—one of External, Agent, or Monitor.SequenceZero-based number of the party on a call or other interaction.TouchpointThe address of the party, such as a phone number or email address (if known). For secure payment channels, the value is AgentAssist.Interaction eventApplet type

The type of applet that the interaction entered at the time of the event.

Tip

To get only records with a value in this dimension, filter by Interaction Events Type equals 'Applet'.

Audio problem

The problem with the audio that the agent reported. Value is null for any interactions that are not calls. This is only populated for phone interactions. For information about audio problems, see Reporting problems.

Tip

To get only records with a value in this dimension, filter by Interaction Events Type equals 'AudioProblemReported'.

Call rating

The rating that the agent gave the interaction. Value is null for any interactions that are not calls. For information about call ratings, see Post Call Quality Rating.

Tip

To get only records with a value in this dimension, filter by Interaction Events Type equals 'CallRating'.

Data source value

The value of a data source associated with the interaction. Only available when a data source has been mapped using Data Source Mapping. For information about data source mapping, see Data Source Mappings.

Tip

To get only records with a value in this dimension, filter by Interaction Events Type equals 'DataSourceValueAquired'.

Disposition

The outcome of the interaction set by the agent. For information about disposition codes, see Disposition codes.

Tip

To get only records with a value in this dimension, filter by Interaction Events Type equals 'Disposition'.

Duration

The duration that the event lasted as a number. By default, in milliseconds.

Note

Duration for some event types is always 0.

Duration (time)The time that the event lasted in [h]:mm:ss format.Duration target metThe indication (yes/no) if the duration of the event matches the specified duration target filter.  Initiating agent IdThe ID of the agent who caused the channel event. Currently only available when an agent puts an interaction on hold.NameThe name of the queue, applet, interaction plan, or data source in events of the respective types.OffsetThe duration after the start of the interaction that the event started. By default, in milliseconds.Offset (time)The duration after the start of the interaction that the event started in [h]:mm:ss format.SequenceThe order in which the event started within its channel. The first event is numbered 0.Subtype

The subtype of a Held event—one of the following values:

  • Held
    • A phone interaction is placed on hold
  • Interrupted
    • When a non-live interaction (for example, a case) is automatically interrupted by the system to take a higher priority interaction
  • Parked
    • When a non-live interaction (for example, a case) is parked by the user or by the system
Type

The type of event.  Possible values are:

  • Held
    • The period in which a channel was on hold. For a phone interaction, this is when any party is hearing hold music. See SubType dimension to report on different types of Held.
  • Ringing (also known as Alerting)
    • For a phone interaction, this is the time that the destination user's device was ringing. For other interactions, this is the period in which the user was being offered the interaction before accepting. Ringing events with a Duration of 0 are reported when a party connects to an interaction within a ringing period (inbound channel, or auto accept).
  • Connected
    • The period of time in which any party was taking part in the interaction.
  • Wrap
    • The time when an agent was wrapping up their involvement in an interaction. The agent is not connected to other parties during this period.
  • DeliveryFailed
    • Only possible on an agent channel. DeliveryFailed will follow a Ringing period, and indicates that the interaction was unable to connect. The Name dimension details the reason. Depending on the VCC configuration, agents will remain in this state until they change it manually, or the state changes automatically after a configured period of time.
  • Queue
    • The time in which a party is queuing. See the Queue Properties dimension for the results of the queue period.
  • AgentQueue - Coming soon...
    • The time in which an agent was queuing during a warm transfer to queue. See the Queue Properties dimension for the results of the queue period.
  • CallRecording
    • The time in which the channel's audio was being recorded. Only reported on phone interactions. 
  • Applet
    • Marks when an interaction entered an Applet. Applet type events have a Duration of 0. See the Applet Type and Name dimensions to report on the applet type and configured applet name.
  • DataSourceValueAcquired
    • Marks when a mapped data source value is captured within an Interaction Plan. DataSourceValueAcquired type events have a Duration of 0. See the Data Source Value and Name dimensions to report on the value captured and data source's name.
  • AudioProblemReported
    • Marks when an audio problem has been reported by an agent on a phone interaction. AudioProblemReported type events have a Duration of 0. See the Audio Problem dimension to report on the classification of the problem.
  • Parked
    • Only available for phone interactions, this is the period in which a phone call was parked to handle another phone call.
  • InteractionPlan
    • Marks when an interaction enters an interaction plan. Ends when the interaction enters another interaction plan, or when the interaction ends.
  • Interrupted
    • The period in which a non-live interaction was interrupted to handle a higher priority interaction.
  • Abandoned
    • Marks when an agent abandons an interaction. Abandoned type events have a Duration of 0. Agents should only abandon interactions in the event of a system error.
  • Disposition
    • Marks when a disposition code is set on an interaction by an agent. Disposition type events have a Duration of 0. Multiple disposition codes can be set on the same agent channel and across agent channels.
  • CallRating
    • Marks when an agent rates the audio quality of a phone interaction. CallRating type events have a Duration of 0. See the Call Rating field to report on the classification of the problem.
Interaction event - end bucket1 hourThe hour of the day in which the interaction event ended. For example 11.Day of weekThe day of the week in which the interaction event ended. For example Wednesday.Month (name)The month of the year in which the interaction event ended. For example October.Time of dayThe time of day in which the interaction event ended. For example 11:05.YearThe year in which the interaction event ended. For example 2021.15 minutes

The time of day in which the interaction event ended, rounded down to the nearest 15 minutes. For example 11:15.

Interaction event - end date15 minThe time and date on which the interaction event ended to the closest 15 minute period in YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15.DateThe date on which the interaction event ended in YYYY-MM-DD format. For example, 2021-07-31.MonthThe month in which the interaction event ended in YYYY-MM format. For example, 2021-07.QuarterThe quarter in which the interaction event ended in YYYY-Qx format. For example, 2021-Q3.TimeThe exact time and date on which the interaction event ended to the closest second in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.WeekThe week in which the interaction event ended in YYYY-MM-DD format. For example, 2021-07-26.YearThe year in which the interaction event ended in YYYY format. For example, 2021.Interaction event - queuePresented SkillsA comma-separated list of skills that the interaction was tagged with when it entered the queue. Queue nameThe name of the queue entered.Result

The outcome of a queue event. Possible values are:

  • Delivered
    • Successfully connected to an agent
  • HangUp
    • Queueing party ended the interaction when in the queue
  • Various breakouts (when these occur the interaction was routed elsewhere in the interaction plan). For information about breakouts, see Breakouts or Configuring breakouts:
    • VoluntaryBreakout
      • Queueing Party selected a voluntary breakout option
    • QueueCapacityBreakout
      • Queue was at capacity when the interaction attempted to enter
    • QueueTimeBreakout
      • Interaction queued for the maximum configured queue duration
    • NoAgentsBreakout
      • No agents were logged in and serving the queue/skill combination required
    • MaxEstimatedWaitTime
      • Estimated wait time was at the configured maximum when entering the queue
    • AgentDeclineBreakout
      • Interaction was offered to an agent's personal queue and they declined it
  • Cancelled outcoumes (these are only possible on an AgentQueue event type):
    • AgentRecall - Coming soon...
      • Queuing agent cancelled the queue event and recalled the customer
    • AgentTransfer - Coming soon...
      • Queuing agent transferred the party on hold into the queue and left the interaction
Virtual QueuesA comma-separated list of virtual queues that the interaction entered.Interaction event - start bucket1 hourThe hour of the day in which the interaction event started. For example 11.Day of weekThe day of the week in which the interaction event started. For example Wednesday.Month (name)The month of the year in which the interaction event started. For example October.Time of dayThe time of day in which the interaction event started. For example 11:05.YearThe year in which the interaction event started. For example 2021.15 minutes

The time of day in which the interaction event started, rounded down to the nearest 15 minutes. For example 11:15.

Interaction event - start date15 minThe time and date on which the interaction event started to the closest 15 minute period in YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15.DateThe date on which the interaction event started in YYYY-MM-DD format. For example, 2021-07-31.MonthThe month in which the interaction event started in YYYY-MM format. For example, 2021-07.QuarterThe quarter in which the interaction event started in YYYY-Qx format. For example, 2021-Q3.TimeThe exact time and date on which the interaction event started to the closest second in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.WeekThe week in which the interaction event started in YYYY-MM-DD format. For example, 2021-07-26.YearThe year in which the interaction event started in YYYY format. For example, 2021.MeasuresEvent countThe number of events shown by the selected dimensions.Event durationAverageThe average duration of events shown by the selected dimensions. By default, the average duration is expressed in milliseconds.MaximumThe maximum duration of events shown by the selected dimensions. By default, the maximum duration is expressed in milliseconds.MinimumThe minimum duration of events shown by the selected dimensions. By default, the minimum duration is expressed in milliseconds.TotalThe total duration of events shown by the selected dimensions. By default, the total duration is expressed in milliseconds.Event duration (time)AverageThe average duration of events shown by the selected dimensions in [h]:mm:ss format.MaximumThe maximum duration of events shown by the selected dimensions in [h]:mm:ss format.MinimumThe minimum duration of events shown by the selected dimensions in [h]:mm:ss format.TotalThe total duration of events shown by the selected dimensions in [h]:mm:ss format.Event duration percentile2ndThe duration in which 2% of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.25thThe duration in which 25% of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.50thThe duration in which 50% (the median) of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.75thThe duration in which 75% of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.90thThe duration in which 90% of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.98thThe duration in which 90% of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.Event duration percentile (time)2ndThe duration in which 2% of all selected interaction event durations occurred, in [h]:mm:ss format.25thThe duration in which 25% of all selected interaction event durations occurred, in [h]:mm:ss format.50thThe duration in which 50% (the median) of all selected interaction event durations occurred, in [h]:mm:ss format.75thThe duration in which 75% of all selected interaction event durations occurred, in [h]:mm:ss format.90thThe duration in which 90% of all selected interaction event durations occurred, in [h]:mm:ss format.98thThe duration in which 90% of all selected interaction event durations occurred, in [h]:mm:ss format.Event end dateMaximumThe newest end date time of all selected interaction events. For example, 2021-07-31 19:36:45.MinimumThe oldest end date time of all selected interaction events. For example, 2021-07-31 10:48:55.Event offsetAverageThe average offset shown by the selected dimensions. By default, the average offset is expressed in milliseconds.MaximumThe maximum offset shown by the selected dimensions. By default, the maximum offset is expressed in milliseconds.MinimumThe minimum offset shown by the selected dimensions. By default, the minimum offset is expressed in milliseconds.TotalThe total offset shown by the selected dimensions. By default, the total offset is expressed in milliseconds.Event offset (time)AverageThe average offset shown by the selected dimensions in [h]:mm:ss format.MaximumThe maximum offset shown by the selected dimensions in [h]:mm:ss format.MinimumThe minimum offset shown by the selected dimensions in [h]:mm:ss format.TotalThe total offset shown by the selected dimensions in [h]:mm:ss format.Event start dateMaximumThe newest start date time of all selected interaction events. For example, 2021-07-31 19:36:45.MinimumThe oldest start date time of all selected interaction events. For example, 2021-07-31 10:48:55.Handle timeThe total handle time for agents on the interaction. By default, the handle time is expressed in milliseconds.Handle time (time)The total handle time for agents on the interaction in [h]:mm:ss format.Interaction countReport a value of one for each interaction even if multiple events are selected,Interaction start dateMaximumThe newest start date time of all selected interactions. For example, 2021-07-31 19:36:45.MinimumThe oldest start date time of all selected interactions. For example, 2021-07-31 10:48:55
event started within its channel. Sequence is zero-based—the first event to start is 0.


Subtype

The subtype of a Held event—one of:

  • Held. A phone type interaction is placed on hold by the agent.
  • Interrupted. A non-live interaction (for example, a case) is automatically interrupted by the system to take a higher priority interaction.
  • Parked. A non-live interaction (for example, a case) is parked by the user or by the system


Type

The type of event. Possible values are:

  • Abandoned. An agent abandoned the interaction. Abandoned type events have a duration of 0. (Agents should only abandon interactions in the event of a system error.)
  • AgentQueue - coming soon... An agent was queuing while warm transferring the interaction to queue. See Queue result for the result of the queue period.
  • Applet: The interaction entered an applet. Applet type events have a duration of 0. See Applet type and Name for the applet type and configured applet name.
  • AudioProblemReported. An agent reported an audio problem with the interaction. AudioProblemReported type events have a duration of 0. See Audio problem to report on the classification of the problem. AudioProblemReported events only occur during phone type interactions.
  • CallRating. An agent rated the audio quality of the interaction. CallRating type events have a duration of 0. See Call rating for the classification of the problem. CallRating events only occur during phone type interactions.
  • CallRecording. The audio for the channnel in which the interaction event took place was being recorded. CallRecording events only occur during phone type interactions.
  • Connected. A party was active on the interaction.
  • DataSourceValueAcquired. A mapped data source value was captured within an interaction plan. DataSourceValueAcquired type events have a duration of 0. See Name and Data source value and Name to report on the data source's name and value.
  • DeliveryFailed. The interaction was unable to connect. DeliveryFailed will follow a Ringing period. See Name for the reason for failure. Depending on the VCC configuration, agents will remain in this state until they change it manually, or the state changes automatically after a configured period of time. DeliveryFailed events only occur for agent channels.
  • Disposition. An agent set a disposition code for the interaction. Disposition type events have a duration of 0. Multiple disposition codes can be set on the same agent channel and across agent channels.
  • Held. A channel was put on hold. See Subtype dimension to report on different types of Held events.
  • InteractionPlan. The interaction entered an interaction plan. InteractionPlan events ends when the interaction enters another interaction plan, or when the interaction ends.
  • Queue. A party was queuing. See Queue result for the result of the queue period.
  • Ringing (also known as 'alerting'). For a phone type interaction, the destination user's device was ringing. For other interactions, the user was being offered the interaction before accepting. Ringing events with a duration of 0 are reported when a party connects to an interaction within a ringing period (inbound channel or auto-accept).
  • Wrap. The agent was wrapping up their involvement in the interaction. The agent is not connected to other parties during this period.

Interaction event - end bucket


1 hour

The hour of the day in which the event ended.

For example 11.



Day of week

The time at which the event ended, rounded down to the nearest 15 minute period. In hh:mm format.

For example, 19:15.



Month (name)

The day of the week on which the event ended.

For example, Wednesday.

Tip
This dimension is commonly used to filter out events over the weekend.




Time of day

The name of the month in which the event ended.

For example, July.



YearThe time at which the event ended to the nearest minute. In hh:mm format. For example, 19:36.


15 minutes

The year in which the event ended.In YYYY format.

For example, 2022.


Interaction event - end date


15 min

The date and time at which the event ended, rounded down to the nearest 15 minute period. In YYYY-MM-DD hh:mm format.

For example, 2021-07-31 19:15.



Date

The date on which the event ended in YYYY-MM-DD format.

For example, 2021-07-31.



Month

The month in which the event ended. In YYYY-MM format.

For example, 2021-07.



Quarter

The quarter of the year in which the event ended. In YYYY-Qx format.

For example, 2022-Q3



Time

The exact date and time at which the event ended to the nearest second. In YYYY-MM-DD hh:mm:ss format.

For example, 2021-07-31 19:36:45.



Week

The Monday of the week in which the event ended. In YYYY-MM-DD format.

For example, 2021-07-26.



Year

The year in which the event ended. In YYYY format.

For example, 2022.


Interaction event - queue


Presented skillsThe skills that an interaction was tagged with when it entered this queue. Multiple values are sorted alphabetically and separated by commas. Duplicates are removed.


Queue nameThe name of the queue.


Result

The outcome of a queue event. Possible values are:

  • Delivered. Successfully connected to an agent
  • HangUp. Queueing party ended the interaction when in the queue
  • Cancelled outcomes (these are only possible on an agent queue event type):
    • AgentTransfer. Queuing agent transferred the party on hold into the queue and left the interaction
  • Various breakouts (when these occur the interaction was routed elsewhere in the interaction plan). For information about breakouts, see Breakouts:
    • AgentDeclineBreakout. Interaction was offered to an agent's personal queue and they declined it
    • MaxEstimatedWaitTime. Estimated wait time was at the configured maximum when entering the queue
    • NoAgentsBreakout. No agents were logged in and serving the queue/skill combination required
    • QueueCapacityBreakout. Queue was at capacity when the interaction attempted to enter
    • QueueTimeBreakout. Interaction queued for the maximum configured queue duration
    • VoluntaryBreakout. Queueing party selected a voluntary breakout option


Virtual queuesThe virtual queues that the interaction entered. Multiple values are separated by commas.

Interaction event - start bucket


15 minutes

The year in which the event started. In YYYY format.

For example, 2022.



1 hour

The hour of the day in which the event started.

For example 11.



Day of week

The time at which the event ended, rounded down to the nearest 15 minute period. In hh:mm format.

For example, 19:15.



Month (name)

The day of the week on which the event started.

For example, Wednesday.

Tip
This dimension is commonly used to filter out events over the weekend.




Time of day

The name of the month in which the event started.

For example, July.



Year

The time at which the event started to the nearest minute. In hh:mm format.

For example, 19:36.


Interaction event - start date


15 min

The date and time at which the event started, rounded down to the nearest 15 minute period. In YYYY-MM-DD hh:mm format.

For example, 2021-07-31 19:15.



Date

The date on which the event started in YYYY-MM-DD format.

For example, 2021-07-31.



Month

The month in which the event started. In YYYY-MM format.

For example, 2021-07.



Quarter

The quarter of the year in which the event started. In YYYY-Qx format.

For example, 2022-Q3



Time

The exact date and time at which the event started to the nearest second. In YYYY-MM-DD hh:mm:ss format.

For example, 2021-07-31 19:36:45.



Week

The Monday of the week in which the event started. In YYYY-MM-DD format.

For example, 2021-07-26.



Year

The year in which the event started. In YYYY format.

For example, 2022.

Measures

Event countThe number of events included in selected dimensions.

Event duration


AverageThe average duration of selected events. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


MaximumThe duration of the longest selected event. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


MinimumThe duration of the shortest selected event. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


TotalThe total duration of selected events. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Event duration (time)


Average

The average duration of selected events to the nearest second. In hh:mm:ss format.

For example, 01:32:54.



Maximum

The duration of the longest selected event to the nearest second. In hh:mm:ss format.

For example, 01:32:54.



Minimum

The duration of the shortest selected event to the nearest second. In hh:mm:ss format.

For example, 01:32:54.



Total

The total duration of selected events to the nearest second. In hh:mm:ss format.

For example, 01:32:54.


Event duration percentile


2ndThe time that 2% of all selected events were completed within Unit is determined by filter-only field Duration unit. By default, in milliseconds.


25thThe time that 25% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


50thThe time that 50% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


75thThe time that 75% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


90thThe time that 90% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


98thThe time that 98% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Event duration percentile (time)


2nd

The time that 2% of all selected events were completed within to the nearest second. In hh:mm:ss format.

For example, 01:32:54.



25th

The time that 25% of all selected events were completed within to the nearest second. In hh:mm:ss format.

For example, 01:32:54.



50th

The time that 50% of all selected events were completed within to the nearest second. In hh:mm:ss format.

For example, 01:32:54.



75th

The time that 75% of all selected events were completed within to the nearest second. In hh:mm:ss format.

For example, 01:32:54.



90th

The time that 90% of all selected events were completed within to the nearest second. In hh:mm:ss format.

or example, 01:32:54.



98th

The time that 98% of all selected events were completed within to the nearest second. In hh:mm:ss format.

For example, 01:32:54.


Event end date


Maximum

The end date and time of the most recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format.

For example, 2021-07-31 19:15.



Minimum

The end date and time of the least recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format.

For example, 2021-07-31 19:15.


Event offset


AverageThe average time after the start of the interaction that the selected events started. Unit is determined by filter-only field Offset unit. By default, in milliseconds.


MaximumThe maximum time after the start of the interaction that the selected events started. Unit is determined by filter-only field Offset unit. By default, in milliseconds.


MinimumThe minimum time after the start of the interaction that the selected events started. Unit is determined by filter-only field Offset unit. By default, in milliseconds.


TotalThe total time after the start of the interaction that the selected events started. Unit is determined by filter-only field Offset unit. By default, in milliseconds.

Event offset (time)


AverageThe average time after the start of the interaction that the selected events started to the nearest second.
In hh:mm:ss format. For example, 01:32:54.


MaximumThe maximum time after the start of the interaction that the selected events started to the nearest second.
In hh:mm:ss format. For example, 01:32:54.


MinimumThe minimum time after the start of the interaction that the selected events started to the nearest second.
In hh:mm:ss format. For example, 01:32:54.


TotalThe total time after the start of the interaction that the selected events started to the nearest second.
In hh:mm:ss format. For example, 01:32:54.

Event start date


MaximumThe start date and time of the most recent selected event to the nearest minute.
In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15.


MinimumThe start date and time of the least recent selected event to the nearest minute.
In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15.

Handle time

The total handle time for agents on the interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

If multiple agents have handled the interaction, all agents' handle time in relation to the interaction is included.

Handle time includes the time agents have spent in alerting, connected, and wrap states, for interactions where an agent connected.


Handle time (time)

The time that an agent or agents have spent working with an interaction to the nearest second. In hh:mm:ss format.

If multiple agents have handled the interaction, all agents' handle time in relation to the interaction is included.

Handle time includes the time agents have spent in alerting, connected, and wrap states, for interactions where an agent connected.

For example, 01:32:54.


Interaction countThe number of interactions included in selected dimensions.

Interaction start date


Maximum

The start date and time of the most recent selected interaction to the nearest minute. In YYYY-MM-DD hh:mm format. 

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-31 19:15. 



Minimum

The start date and time of the least recent selected interaction to the nearest minute. In YYYY-MM-DD hh:mm format. 

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-31 19:15.