Interaction summary fields

Dimensions

Agents

Agent names list

The names of the agents who handled the interaction. In chronological order.

First agent name

The name of the first agent who handled the interaction.

Last agent name

The 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.

MOS

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

Conversation Analyzer

Analyzed

Indicates 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 name

The 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 plan

The name of the first interaction plan the interaction entered.

Mapping name

The 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 recorded

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

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 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 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 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 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.

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 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.

Disposition code

The last disposition code reported for the interaction.

Diverted

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

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 Id

The unique identifier for an interaction.

Media manager

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

Media type

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

Monitor type

Chronological list of all types of monitoring for an interaction.

Monitored

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

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 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.

  • 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.

  • 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.

Target duration met

Indicates if the duration of the event matches the duration target filter.

Transfer destination

Transferred

Indicates that the controlling agent transferred the interaction to another participant — either 'Yes' or 'No'. Transferred is set to 'Yes' only for cold transfers directly to participants, and set to 'No' in all other cases including warm transfers or cold transfers to interaction plans.

Interaction plan

Destination name

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

Initial interaction plan path

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

Last applet name

Last applet type

Mapping name

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

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.

IVR

Abandoned in IVR

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

IVR time

The 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 applet

The 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) count

The 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 queue

Indicates 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 skills

The 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 queue

The first queue the interaction entered.

Last presented skills

The 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 queue

The 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 queues

The 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 time

The 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.