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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.

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.

The computed outcome of the interaction — one of:

• For outbound
  • Callback request delivered. A callback request was delivered to, and accepted by, an agent. An outbound call to the external contact who requested the callback starts.

    Note that this does not indicate a successful callback. The subsequent outbound call may have an outcome of callback connected, callback failed, or callback not connected.

  • Callback request abandoned in bot.A callback request was abandoned while connected to a bot and no outbound call from an agent to the external contact was initiated. Note that this commonly occurs due to a queue breakout abandoning the queuing callback request.
  • Callback connected.An outbound call from an agent to an external contact started and the external contact answered. The outbound call was initiated due to a callback request being routed to the agent.
  • Callback not connected. An outbound call from an agent to an external contact started, but the external contact did not answer. The outbound call was initiated due to a callback request being routed to the agent.
    
  • Callback failed. An outbound call from an agent to an external contact started, but the connection failed. The outbound call was initiated due to a callback request being routed to the agent.
    
  • Outbound connected. An outbound interaction from an agent to an external contact started and the external contact accepted. 
    
  • Outbound not connected. An outbound interaction from an agent to an external contact started, but the external contact did not accept.
    
  • Outbound failed. An outbound interaction from an agent to an external contact started, but the connection failed.
    
• For inbound
  • Handled by agent. An inbound interaction from an external contact connected to at least one agent.
  • Handled by CCR. An inbound interaction from an external contact connected to another external contact through a Call Connect Router applet.
  • Abandoned in queue. An external contact on an inbound interaction ended the interaction while waiting in a queue.
  • Message taken. An external contact on an inbound interaction ended the interaction after leaving either a personal or group voicemail.
  • Abandoned in bot. An external contact on an inbound interaction ended the interaction while connected to a bot.
  • Callback requested. A callback was requested by an external contact while connected to a bot. The interaction ended.
• For internal
  • Internal connected. An internal interaction from an agent to another agent started and the recipient agent accepted.
  • Internal not connected. An internal interaction from an agent to another agent started and the recipient agent did not accept.
    
  • Internal failed. An internal interaction from an agent to another agent started, but the connection failed. Note that this outcome is not currently available.
• For all directions
  
  • Unknown. No interaction outcome criteria were met.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

The reason the channel ended — one of:

• Released. Indicates the party hung up or was released in ContactPad.
• Busy. Indicates the phone number was busy.
• NoAnswer. Indicates the party did not answer.
• Unreachable. Indicates the phone number was not reachable — possibly due to an incorrect number.
• Rejected. Indicates the party rejected the call.
• Failed. Indicates the channel failed to connect — possibly due to a network or telephony provider issue.

The reason the channel began — one of:

• Callback. Indicates the channel connected due to a callback request. Only the outbound interaction of the phone callback is marked as Callback.  
• CallDivert. Indicates the channel connected due to CCR Applet.
• Consult. Indicates that an agent consulted another agent. The receiving agent's channel is marked as Consult.
• Internal. Indicates that an agent received an internal call from another agent.
• Outbound. Indicates the party made an outbound call.
• QueueDelivery. Indicates the channel connected directly following a Queue or AgentQueue event.
• SecurePayment. Indicates the channel connected due to starting a secure payment.
• Self. Indicates the party initiated the channel. This covers the first channel on an outbound interaction or inbound interaction, as well as a supervisor monitoring an interaction.
• Transfer. Indicates the interaction was cold transferred to the agent.
• Null ('null'). When none of the reasons above apply.

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

For example, 01:32:54.

The type of the monitoring for particular event — one of:

• Coach. A monitor participant provided real-time guidance to an agent during the interaction. In coach mode, the monitor could communicate directly with the agent, but the contact couldn't hear the monitor's input. The agent was aware of the monitor's presence.

• Join. A monitor participant actively participated in the ongoing interaction. In join mode, the monitor could communicate with both the agent and the contact, making it a three-way conversation. The agent and contact were aware of the monitor's presence.

• ListenIn. A monitor participant silently listened to the interaction between an agent and a contact. In listen-in mode, the monitor could hear the conversation between the agent and the contact, but couldn't communicate with either. The agent and contact were unaware of the monitor's presence.

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

For example, 01:32:54.

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

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.

The hour of the day in which the event ended.

For example 11.

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

For example, 19:15.

The day of the week on which the event ended.

For example, Wednesday.

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

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

For example, 2022.

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.

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

For example, 2021-07-31.

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

For example, 2021-07.

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

For example, 2022-Q3

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.

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

For example, 2021-07-26.

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

For example, 2022.

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

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

For example, 2022.

The hour of the day in which the event started.

For example 11.

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

For example, 19:15.

The name of the month in which the event started.

For example, July.

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

For example, 19:36.

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.

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

For example, 2021-07-31.

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

For example, 2021-07.

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

For example, 2022-Q3

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.

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

For example, 2021-07-26.

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

For example, 2022.

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

For example, 01:32:54.

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

For example, 01:32:54.

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

For example, 01:32:54.

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

For example, 01:32:54.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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. 

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.