Interaction events fields

Type	Group	Name	Description

Type	Group	Name	Description
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. 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. 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. Adding Offset unit as a dashboard filter allows you to dynamically change offset units.
Dimensions
	Conversation
		ID	The 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.
		ID	The unique identifier for the interaction.
		Initial direction	The 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 plan	The name of the first interaction plan the interaction entered.
		Interaction plan mapping	The name of the mapping that connected the interaction's initial destination to the first interaction plan.
		Media manager	The origin of an interaction — one of VBC, VCC, Salesforce, or SkypeForBusiness (depending on features enabled for the account).
		Media type	The means of communication used for the interaction. For example, Phone, Email, or External Work.
		Outcome	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 abandoned. An outbound call from an agent to an external contact started, but the agent ended the call before the external contact answered. The outbound call was initiated due to a callback request being routed to the agent. 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 abandoned. An outbound interaction from an agent to an external contact started, but the agent ended the interaction before the external contact accepted. 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 agent's 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. Internal abandoned. An internal interaction from an agent to another agent started, but the initiating agent ended the interaction before the recipient agent accepted. For all directions Unknown. No interaction outcome criteria were met.
		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.
		Status	The 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. 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 reason	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.
		ID	The unique identifier for the channel.
		Initiating agent ID	The unique identifier for the agent who initiated a consult or transfer.
		Initiating reason	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.
		Role	The role of the party in the channel — one of External, Agent, or Monitor.
		Sequence	The 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.
		Touchpoint	The 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. 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, see Reporting problems in ContactPad. 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 in ContactPad. 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 'DataSourceValueAcquired'.
		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 length of the event. Unit is determined by filter-only field Duration unit. By default, in milliseconds. 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 met	Indicates whether the duration of the event is within the duration defined in Duration target filter — either 'Yes' or 'No'.
		End offset	The total time after the start of the interaction that the event ended. Unit is determined by filter-only field Offset unit. By default, in milliseconds.
		End offset (time)	The duration after the start of the interaction that the event ended in [h]:mm:ss format.
		Initiating agent ID	The unique identifier for the agent who caused the event. Currently only available when an agent puts an interaction on hold.
		Monitor type	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.
		Name	The name of the queue, applet, interaction plan, delivery failure reason, or data source in events of the respective types.
		Sequence	The order in which the event started within its channel. Sequence is zero-based — the first event to start is 0.
		Start offset	The 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.
		Start 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, 01:32:54.
		Subtype	The subtype of a Held, Monitoring, or DeliveryFailed event — one of: DeliveryFailed subtypes: Busy. The interaction was not accepted as the contact's device was busy. ConnectionUnavailable. The required media channel (for example, WebRTC) wasn't available. Failed. The interaction wasn't delivered for an unexpected reason. NoAnswer. The contact didn't accept the interaction.