Interaction Events fields

Type	Group	Name	Description
Filter-only fields
		Duration target	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. Adding Duration target as a dashboard filter allows you to dynamically change the target duration dimension.
		Duration unit	This sets the unit (ms/s/min/hours) for duration measures. Adding Duration unit as a dashboard filter allows you to dynamically change duration units.
		Offset unit	This sets the unit (ms/s/min/hours) for offset measures. Adding Offset unit as a dashboard filter allows you to dynamically change offset units.
Dimensions
	Conversation
		Id	The unique identifier for a conversation. A conversation can contain multiple interactions, for example, an inbound call, a queued callback, and a subsequent callback attempt.
	Interaction
		Connect from	The source of the interaction. For a phone interaction, this is the source's phone number.
		Connect to	The target destination of the interaction. For a phone interaction, this is the target phone number.
		Id	The unique identifier for an interaction.
		Initial direction	The initial direction of the interaction—one of Inbound, Outbound, or Internal.
		Interaction plan	The name of the initial/destination/target interaction plan in which the interaction started.
		Interaction plan mapping	The mapping that connects the destination/interaction's Connect From to an interaction plan.
		Media manager	The origin application of the interaction. One of VCC (Vonage Contact Centre) or VBC (Vonage Business Cloud).
		Media type	The communication method used in the interaction.
		Service name	The 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.
		Status	The current state of the interaction. One of Ongoing, Completed, or InternalError.
	Interaction - start bucket
		1 hour	The hour of the day in which the interaction started. For example 11.
		Day of week	The day of the week in which the interaction started. For example Wednesday. This dimension is commonly used to filter out interactions over the weekend.
		Month (name)	The month of the year in which the interaction started. For example October.
		Time of day	The time of day in which the interaction started. For example 11:05.
		Year	The year in which the interaction started. For example 2021.
	Interaction - start date
		15 min	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.
		Date	The date on which the interaction started. In YYYY-MM-DD format. For example, 2021-07-31.
		Month	The month in which the interaction started. In YYYY-MM format. For example, 2021-07.
		Quarter	The quarter in which the interaction started. In YYYY-Qx format. For example, 2021-Q3.
		Time	The exact time and date on which the interaction started to the closest second. In YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
		Week	The week in which the interaction started. In YYYY-MM-DD format. For example, 2021-07-26.
	Interaction channel
		Agent 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. There is a known issue where End Reason is always reported as Released.
		Id	The unique identifier for the channel.
		Role	The role of the party—one of External, Agent, or Monitor.
		Sequence	Zero-based number of the party on a call or other interaction.
		Touchpoint	The address of the party, 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. 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. 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. 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. 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. 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. Duration for some event types is always 0.
		Duration (time)	The time that the event lasted in [h]:mm:ss format.
		Duration target met	The indication (yes/no) if the duration of the event matches the specified duration target filter.
		Initiating agent Id	The ID of the agent who caused the channel event. Currently only available when an agent puts an interaction on hold.
		Name	The name of the queue, applet, interaction plan, or data source in events of the respective types.
		Offset	The 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.
		Sequence	The 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 bucket
		1 hour	The hour of the day in which the interaction event ended. For example 11.
		Day of week	The 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 day	The time of day in which the interaction event ended. For example 11:05.
		Year	The 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 date
		15 min	The 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.
		Date	The date on which the interaction event ended in YYYY-MM-DD format. For example, 2021-07-31.
		Month	The month in which the interaction event ended in YYYY-MM format. For example, 2021-07.
		Quarter	The quarter in which the interaction event ended in YYYY-Qx format. For example, 2021-Q3.
		Time	The 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.
		Week	The week in which the interaction event ended in YYYY-MM-DD format. For example, 2021-07-26.
		Year	The year in which the interaction event ended in YYYY format. For example, 2021.
	Interaction event - queue
		Presented Skills	A comma-separated list of skills that the interaction was tagged with when it entered the queue.
		Queue name	The 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 Queues	A comma-separated list of virtual queues that the interaction entered.
	Interaction event - start bucket
		1 hour	The hour of the day in which the interaction event started. For example 11.
		Day of week	The 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 day	The time of day in which the interaction event started. For example 11:05.
		Year	The 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 date
		15 min	The 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.
		Date	The date on which the interaction event started in YYYY-MM-DD format. For example, 2021-07-31.
		Month	The month in which the interaction event started in YYYY-MM format. For example, 2021-07.
		Quarter	The quarter in which the interaction event started in YYYY-Qx format. For example, 2021-Q3.
		Time	The 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.
		Week	The week in which the interaction event started in YYYY-MM-DD format. For example, 2021-07-26.
		Year	The year in which the interaction event started in YYYY format. For example, 2021.
Measures
	Event count		The number of events shown by the selected dimensions.
	Event duration
		Average	The average duration of events shown by the selected dimensions. By default, the average duration is expressed in milliseconds.
		Maximum	The maximum duration of events shown by the selected dimensions. By default, the maximum duration is expressed in milliseconds.
		Minimum	The minimum duration of events shown by the selected dimensions. By default, the minimum duration is expressed in milliseconds.
		Total	The total duration of events shown by the selected dimensions. By default, the total duration is expressed in milliseconds.
	Event duration (time)
		Average	The average duration of events shown by the selected dimensions in [h]:mm:ss format.
		Maximum	The maximum duration of events shown by the selected dimensions in [h]:mm:ss format.
		Minimum	The minimum duration of events shown by the selected dimensions in [h]:mm:ss format.
		Total	The total duration of events shown by the selected dimensions in [h]:mm:ss format.
	Event duration percentile
		2nd	The duration in which 2% of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.
		25th	The duration in which 25% of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.
		50th	The duration in which 50% (the median) of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.
		75th	The duration in which 75% of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.
		90th	The duration in which 90% of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.
		98th	The duration in which 90% of all selected interaction event durations occurred. By default, the duration is expressed in milliseconds.
	Event duration percentile (time)
		2nd	The duration in which 2% of all selected interaction event durations occurred, in [h]:mm:ss format.
		25th	The duration in which 25% of all selected interaction event durations occurred, in [h]:mm:ss format.
		50th	The duration in which 50% (the median) of all selected interaction event durations occurred, in [h]:mm:ss format.
		75th	The duration in which 75% of all selected interaction event durations occurred, in [h]:mm:ss format.
		90th	The duration in which 90% of all selected interaction event durations occurred, in [h]:mm:ss format.
		98th	The duration in which 90% of all selected interaction event durations occurred, in [h]:mm:ss format.
	Event end date
		Maximum	The newest end date time of all selected interaction events. For example, 2021-07-31 19:36:45.
		Minimum	The oldest end date time of all selected interaction events. For example, 2021-07-31 10:48:55.
	Event offset
		Average	The average offset shown by the selected dimensions. By default, the average offset is expressed in milliseconds.
		Maximum	The maximum offset shown by the selected dimensions. By default, the maximum offset is expressed in milliseconds.
		Minimum	The minimum offset shown by the selected dimensions. By default, the minimum offset is expressed in milliseconds.
		Total	The total offset shown by the selected dimensions. By default, the total offset is expressed in milliseconds.
	Event offset (time)
		Average	The average offset shown by the selected dimensions in [h]:mm:ss format.
		Maximum	The maximum offset shown by the selected dimensions in [h]:mm:ss format.
		Minimum	The minimum offset shown by the selected dimensions in [h]:mm:ss format.
		Total	The total offset shown by the selected dimensions in [h]:mm:ss format.
	Event start date
		Maximum	The newest start date time of all selected interaction events. For example, 2021-07-31 19:36:45.
		Minimum	The oldest start date time of all selected interaction events. For example, 2021-07-31 10:48:55.
	Handle time		The 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 count		Report a value of one for each interaction even if multiple events are selected,
	Interaction start date
		Maximum	The newest start date time of all selected interactions. For example, 2021-07-31 19:36:45.
		Minimum	The oldest start date time of all selected interactions. For example, 2021-07-31 10:48:55.