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The computed outcome of the interaction — one of:

  • For outbound
    • Callback delivered. Indicates the interaction has been successfully queued and delivered to an agent in preparation for an outbound call to be made to the requesting party's CLID.
    • Callback abandoned. Indicated the callback request ended without ever being delivered to an agent.
    • Callback connected. Indicates the interaction resulting from a callback request has successfully connected an agent to the requesting party's CLID.
    • Callback not connected. Indicates the interaction resulting from a callback request successfully connected to an agent, but couldn't connect to the requesting party.
    • Callback failed. Indicates the interaction resulting from a callback request which was unable to connect the agent.
    • Outbound connected. Indicates the interaction successfully connected an agent to an external number.
    • Outbound not connected. Indicates the interaction successfully connected to an agent, but did not connect to the external number.
    • Outbound failed. Indicates the interaction was unable to connect the agent.
  • For inbound
    • Handled by agent. Indicates the interaction was successfully handled by the agent or multiple agents. 
    • Handled by CCR. Indicates the interaction was not handled by any agent and was diverted to the external number.
    • Queue abandoned. Indicates the interaction successfully reached the queue, but was terminated by the external party before connected to an agent.
    • Message taken. Indicates the interaction was not handled by any agent and it ended with taking the message.
    • Interaction plan abandoned. Indicates the interaction was terminated within the interaction plan. 
    • Callback requested. Indicates the interaction terminated automatically with the callback request.
  • For internal
    • Internal connected. Indicates the interaction successfully connected a VCC agent to another VCC agent. 
    • Internal not connected. Indicates the interaction successfully connected to an initiating agent, but was unable to connect a second agent. 
    • Internal failed. Indicates the interaction was unable to connect to the initiating agent.
    • For all directions
  • Ongoing. Indicates the interaction has not finished yet.
    • Unknown. When none of the reasons above apply
    TypeGroupNameDescription
    Dimensions

    		Agents



    		Agent names listThe names of the agents who handled the interaction. In chronological order.


    		First agent nameThe name of the first agent who handled the interaction.


    		Last agent nameThe name of the last agent who handled the interaction.

    		Call Quality



    		Audio problems

    Audio problems reported by the agent during the interaction. Multiple values are separated by commas.

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



    		Audio problems (count)The number of audio problems reported by an agent during the interaction.


    		MOSThe Mean Opinion Score for the audio quality of the interaction.

    		Conversation Analyzer



    		AnalyzedIndicates whether the interaction has been analyzed by Conversation Analyzer—either 'Yes' or 'No'.


    		Analyzed at

    The date and time at when the interaction was analyzed by Conversation Analyzer to the nearest second. In YYYY-MM-DD hh:mm format.

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


    		Initial interaction plan



    		Address nameThe destination that is mapped to the interaction plan. Destinations are mapped to interaction plans and are used by customers to contact agents in VCC.


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


    		Mapping nameThe name of the mapping that connected the interaction's initial destination to the first interaction plan.


    		Service name

    If you are using Interaction Plans Manager:

    • The service name value assigned to the interaction. Service name can be the name of the destination used to contact VCC, the name of the interaction plan in which the interaction was first processed, or the reporting group of the interaction plan in which the interaction was first processed.

    Otherwise:

    • The service name value assigned to the interaction plan.

    		Interaction



    		Call recordedIndicates whether the interaction has been recorded — either 'Yes' or 'No'.


    		Connect fromThe 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 on the media type. For example, the address may be an email address for cases.
    For an inbound interaction, Connect from is the customer's address. For an outbound interaction, it is the agent's callback number. For internal interactions, it is the agent's name.


    		Connect toThe 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 on the media type. For example, the address may be an email address for cases.
    For an inbound interaction, Connect to 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.


    		Connected durationThe time from when the first party connected to the interaction until the last party disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


    		Connected duration (hh:mm:ss)The time from when the first party connected to the interaction until the last party disconnected. Unit is determined by filter-only field Duration unit. In hh:mm:ss format.


    		Consult destination


    		Consulted


    		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.


    		Disposition codeThe last disposition code reported for the interaction.


    		DivertedIndicates whether the interaction was routed through a Call Connect Router applet—either 'Yes' or 'No'.


    		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).


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


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


    		Monitor typeChronological list of all types of monitoring for an interaction.


    		MonitoredIndicates whether one or more supervisors monitored the call—either 'Yes' or 'No'.Outcome.


    		Target duration metIndicates if the duration of the event matches the duration target filter.


    		Transfer destination


    		Transferred

    		Interaction plan


    		Destination nameThe mapping that connects the Destination/Interaction Connect From to an interaction plan.


    		Initial interaction plan pathThe name of the initial/destination/target interaction plan in which the interaction started.


    		Last applet name


    		Last applet type


    		Mapping nameThe name of the mapping that determined which interaction plan the interaction was routed through.


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

    		IVR



    		Abandoned in IVRIndicates whether the interaction ended within the interaction plan, before entering a queue or connecting to another channel—either 'Yes' or 'No'.


    		IVR timeThe time that an interaction spent in the IVR before it entered the first queue. Only non-live interactions can be interrupted. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


    		Last appletThe name of the last applet the interaction entered.

    		Payment



    		Payment (agent assist)Indicates whether one or more agent-assisted secure payment sessions occurred on the interaction—either 'Yes' or 'No'.


    		Payment (agent assist) countThe number of attempts to set up a secure payment session during the interaction.


    		Payment time (agent assist)The total duration of secure payment sessions on the interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


    		Payment time (agent assist) (hh:mm:ss)The total duration of secure payment sessions on the interaction. Unit is determined by filter-only field Duration unit. In hh:mm:ss format.

    		Queue



    		Abandoned in queueIndicates whether the interaction was abandoned in the queue—either 'Yes' or 'No'.


    		Delivery attempts (count)The number of times VCC attempted to deliver the interaction from the queue.


    		Delivery failed (count)The number of times VCC attempted to deliver the interaction from the queue, but delivery failed and the interaction returned to the queue.


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


    		First queueThe first queue the interaction entered.


    		Last presented skillsThe skills that an interaction was tagged with between entering the previous queue and the last queue. Multiple values are sorted alphabetically and separated by commas. Duplicates are removed.


    		Last queueThe last queue the interaction entered.


    		Total presented skills

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



    		Total queuesThe queues that the interaction entered. In chronological order.

    		Start date



    		15 min

    The date and time at which the interaction started 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.



    		30 min

    The date and time at which the interaction started to the nearest 30-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 19:30.



    		1 hour

    The date and time at which the interaction started to the nearest hour 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 19:00.



    		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.



    		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.


    		Timings



    		Customer hold timeThe total time that an external party was put on hold. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


    		Customer hold time (hh:mm:ss)The total time that an external party was put on hold. In hh:mm:ss format.


    		Handle time

    The total time that an agent or agents have spent working with an 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 connected, and wrap states, for interactions where an agent connected.

    Additionally, for outbound interactions, Handle Time also includes the time the first agent has spent in the Alerting state.

    For non-live interactions (cases), handle time does not include time when the interaction was interrupted or parked.



    		Handle time (hh:mm:ss)

    The total time that an agent or agents have spent working with an interaction. 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 connected, and wrap states, for interactions where an agent connected.

    Additionally, for outbound interactions, Handle Time also includes the time the first agent spent in the Alerting state.

    For non-live interactions (cases), handle time does not include time when the interaction was interrupted or parked.



    		Interrupted time

    The total time that an interaction was interrupted while an agent handled a high-priority interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Only non-live interactions can be interrupted. 



    		Interrupted time (hh:mm:ss)

    The total time that an interaction was interrupted while an agent handled a high-priority interaction. In hh:mm:ss format.

    Only non-live interactions can be interrupted. 



    		Park time

    The total time that an interaction was parked. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Only non-live interactions can be parked. 



    		Park time (hh:mm:ss)

    The total time that an interaction was parked. In hh:mm:ss format.

    Only non-live interactions can be parked. 



    		Talk time

    The total time that an external party was connected to an agent. Unit is determined by filter-only field Duration unit. By default, in milliseconds. 

    Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time.



    		Talk time (hh:mm:ss)

    The total time that an external party was connected to an agent. In hh:mm:ss format.

    Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time.



    		Time to answer

    The total time that a party took to answer an interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    For an inbound interaction, this is the time between the interaction entering the first queue and the agent accepting the interaction.

    For an outbound or internal interaction, this is the time between the agent accepting the initiated interaction and the second party connecting.



    		Time to answer (hh:mm:ss)

    The total time that a party took to answer an interaction. In hh:mm:ss format.

    For an inbound interaction, this is the time between the interaction entering the first queue and the agent accepting the interaction.

    For an outbound or internal interaction, this is the time between the agent accepting the initiated interaction and the second party connecting.



    		Wrap timeThe total time that the agent spent in the wrap state after handling an interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


    		Wrap time (hh:mm:ss)The total time that the agent spent in the wrap state after handling an interaction. In hh:mm:ss format.
    Measures

    		Count The number of items included in selected dimensions.

    		Call quality

    		Audio problems (count)Average, Maximum, Minimum, and Total

    		MOSAverage, Maximum, Minimum, and Total

    		CCR

    		Connected (count)

    		Connected (duration)

    Average, Maximum, Minimum, and Total


    		Connected (hh:mm:ss)

    Average, Maximum, Minimum, and Total


    		Follow on (count)

    		No answer (count)

    		Number busy (count)

    		Consults

    		Agent accepted (%)

    		Agent accepted (count)Average, Maximum, Minimum, and Total

    		Agent not accepted (count)Average, Maximum, Minimum, and Total

    		Agent offered (count)Average, Maximum, Minimum, and Total

    		All accepted (%)

    		All accepted (count)Average, Maximum, Minimum, and Total

    		All not accepted (count)Average, Maximum, Minimum, and Total

    		All offered (count)Average, Maximum, Minimum, and Total

    		External accepted (%)

    		External accepted (count)Average, Maximum, Minimum, and Total

    		External not accepted (count)Average, Maximum, Minimum, and Total

    		External offered (count)Average, Maximum, Minimum, and Total

    		Interaction plan

    		Abandoned (%)

    		Abandoned (count)

    		Applets (count)Average, Maximum, Minimum, and Total

    		Time to abandon (duration)Average, Maximum, Minimum, and Total

    		Time to abandon (hh:mm:ss)Average, Maximum, Minimum, and Total

    		Interactions

    		Outcomes

    The following outcome measures are available:

    • Callback abandoned (count)
    • Callback connected (count)
    • Callback delivered (count)
    • Callback failed (count)
    • Callback not connected (count)
    • Callback requested (count)
    • Handled by agent (count)
    • Handled by CCR (count)
    • Interaction plan abandoned (count)
    • Internal connected (count)
    • Internal failed (count)
    • Internal not connected (count)
    • Message taken (count)
    • Ongoing (count)
    • Outbound connected (count)
    • Outbound failed (count)
    • Outbound not connected (count)
    • Queue abandoned (count)
    • Unknown (count)

    		Start date

    The start date and time of the most/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.

    Maximum and Minimum


    		Summary

    The following summary measures are available:

    • Accepted (%)
    • Accepted (count)
    • Accepted inbound (%)
    • Accepted inbound (count)
    • Accepted internal (%)
    • Accepted internal (count)
    • Accepted outbound (%)
    • Accepted outbound (count)
    • Connected (count)
    • Connected internal (count)
    • Connected outbound (count)
    • Offered (count)
    • Offered inbound (count)
    • Offered internal (count)
    • Offered outbound (count)

    		Outbound

    Accepted (count)



    Connected (count)



    Not accepted (count)



    Not connected (count)



    Offered (count)



    Time to accept (duration)

    		Average, Maximum, Minimum, and Total

    Time to accept (hh:mm:ss)

    		Average, Maximum, Minimum, and Total

    Time to connect (duration)

    		Average, Maximum, Minimum, and Total

    		Time to connect (hh:mm:ss)Average, Maximum, Minimum, and Total

    		Queues

    Abandoned (%)



    Abandoned (count)



    Accepted (%)



    Accepted (count)



    Breakouts - Agent declined (count)



    Breakouts - Estimated wait time (count)



    Breakouts - No agents (count)



    Breakouts - Queue duration (count)



    Breakouts - Queue length (count)



    Breakouts (%)



    Breakouts (count)



    Cancelled (%)



    Cancelled (count)



    Delivery attempts (count)

    		Average, Maximum, Minimum, and Total

    Delivery failures (count)

    		Average, Maximum, Minimum, and Total

    Entries (count)

    		Average, Maximum, Minimum, and Total

    Short abandons (count)



    Time in queue (duration)

    		Average, Maximum, Minimum, and Total

    Time in queue (hh:mm:ss)

    		Average, Maximum, Minimum, and Total

    Time to abandon (duration)

    		Average, Maximum, Minimum, and Total

    Time to abandon (hh:mm:ss)

    		Average, Maximum, Minimum, and Total

    Time to accept (duration)

    		Average, Maximum, Minimum, and Total

    Time to accept (hh:mm:ss)

    		Average, Maximum, Minimum, and Total

    Time to breakout (duration)

    		Average, Maximum, Minimum, and Total

    Time to breakout (hh:mm:ss)

    		Average, Maximum, Minimum, and Total

    Time to cancel (duration)

    		Average, Maximum, Minimum, and Total

    Time to cancel (hh:mm:ss)

    		Average, Maximum, Minimum, and Total

    Time to voluntary breakout (duration)

    		Average, Maximum, Minimum, and Total

    Time to voluntary breakout (hh:mm:ss)

    		Average, Maximum, Minimum, and Total

    Voluntary breakouts (%)



    		Voluntary breakouts (count)

    		Timings

    Alerting time (agent) (duration)

    		Average, Maximum, Minimum, and Total

    		Alerting time (agent) (hh:mm:ss)Average, Maximum, Minimum, and Total

    		Alerting time (customer) (duration)Average, Maximum, Minimum, and Total

    		Alerting time (customer) (hh:mm:ss)Average, Maximum, Minimum, and Total

    		Connected duration

    The time from when the first party connected to the interaction until the last party disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Average, Maximum, Minimum, and Total


    		Connected duration (hh:mm:ss)

    The time from when the first party connected to the interaction until the last party disconnected. In hh:mm:ss format.

    Average, Maximum, Minimum, and Total


    		Connected time (agent) (duration)

    The time from when the agent connected to the interaction until they disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Average, Maximum, Minimum, and Total


    		Connected time (agent) (hh:mm:ss)

    The time from when the agent connected to the interaction until they disconnected. In hh:mm:ss format.

    Average, Maximum, Minimum, and Total


    		Connected time (customer) (duration)

    The time from when the customer connected to the interaction until they disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Average, Maximum, Minimum, and Total


    		Connected time (customer) (hh:mm:ss)

    The time from when the customer connected to the interaction until they disconnected. In hh:mm:ss format.

    Average, Maximum, Minimum, and Total


    		Handle time (duration)

    The time that agents spent handling the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Handle time includes alerting time, connected time, and wrap time. It does not include hold time, interrupted time, or the time that the agent waits for another party to pick up for outbound calls.

    Average, Maximum, Minimum, and Total


    		Handle time (hh:mm:ss)

    The time that agents spent handling the selected interactions to the nearest second. In hh:mm:ss format.

    Handle time includes alerting time, connected time, and wrap time. It does not include hold time, interrupted time, or the time that the agent waits for another party to pick up for outbound calls.

    Average, Maximum, Minimum, and Total


    		Hold time (agent) (duration)Average, Maximum, Minimum, and Total

    		Hold time (agent) (hh:mm:ss)Average, Maximum, Minimum, and Total

    		Hold time (customer) (duration)

    The time that customers were on hold during selected interactions. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Average, Maximum, Minimum, and Total


    		Hold time (customer) (hh:mm:ss)

    The average time that customers were on hold during selected interactions. In hh:mm:ss format.

    Average, Maximum, Minimum, and Total


    		Interrupted time (duration)

    The time that an interaction was interrupted while an agent handled a high-priority interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Average, Maximum, Minimum, and Total


    		Interrupted time (hh:mm:ss)

    The total time that an interaction was interrupted while an agent handled a high-priority interaction. In hh:mm:ss format.

    Average, Maximum, Minimum, and Total


    		Parked time (duration)

    The time that an interaction was parked. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Average, Maximum, Minimum, and Total


    		Parked time (hh:mm:ss)

    The time that an interaction was parked. In hh:mm:ss format.

    Average, Maximum, Minimum, and Total


    		Talk time (duration)

    The time that agents were connected to the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time. 

    Average, Maximum, Minimum, and Total


    		Talk time (hh:mm:ss)

    The time that agents were connected to the selected interactions to the nearest second. In hh:mm:ss format.

    Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time. 

    Average, Maximum, Minimum, and Total


    		Time to answer

    The time the selected interactions waited to be answered to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    For an inbound interaction, this is the time between the interaction entering the first queue and when the agent accepted the interaction. 

    For an outbound or internal interaction, this is the time between agent accepts initiated interaction and the second party to connect.

    Average, Maximum, Minimum, and Total


    		Time to answer (hh:mm:ss)

    The time the selected interactions waited to be answered to the nearest second. In hh:mm:ss format.

    For an inbound interaction, this is the time between the interaction entering the first queue and when the agent accepted the interaction. 

    For an outbound or internal interaction, this is the time between agent accepts initiated interaction and the second party to connect.

    Average, Maximum, Minimum, and Total


    		Wrap time (duration)

    The time that the agent spent in the Wrap state after handling an interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

    Average, Maximum, Minimum, and Total


    		Wrap time (hh:mm:ss)

    The time that the agent spent in the Wrap state after handling an interaction. In hh:mm:ss format.

    Average, Maximum, Minimum, and Total


    		Transfers

    		Agent accepted (%)

    		Agent accepted (count)Average, Maximum, Minimum, and Total

    		Agent not accepted (count)Average, Maximum, Minimum, and Total

    		Agent offered (count)Average, Maximum, Minimum, and Total

    		All accepted (%)

    		All accepted (count)Average, Maximum, Minimum, and Total

    		All not accepted (count)Average, Maximum, Minimum, and Total

    		All offered (count)Average, Maximum, Minimum, and Total

    		External accepted (%)

    		External accepted (count)Average, Maximum, Minimum, and Total

    		External not accepted (count)Average, Maximum, Minimum, and Total

    		External offered (count)Average, Maximum, Minimum, and Total

    		Transferred interactions (count)

    		Transferred more than twice (count)

    		Transferred once (count)

    		Transferred twice (count)

    ...