Interaction events fields

1 Overview
- 1.1 Field types on this page
2 Filter-only fields
3 Dimensions
- 3.1 Conversation
- 3.2 Interaction
- 3.3 Interaction start bucket
- 3.4 Interaction start date
- 3.5 Interaction channel
- 3.6 Interaction event
- 3.7 Interaction event - end bucket
- 3.8 Interaction event - end date
- 3.9 Interaction event - queue
- 3.10 Interaction event - start bucket
- 3.11 Interaction event - start date
4 Measures
- 4.1 Call rating
- 4.2 Event count
- 4.3 Event duration
- 4.4 Event duration (time)
- 4.5 Event duration percentiles
- 4.6 Event duration percentiles (time)
- 4.7 Event end date
- 4.8 Event end offset
- 4.9 Event end offset (time)
- 4.10 Event start date
- 4.11 Event start offset
- 4.12 Event start offset (time)
- 4.13 Handle time
- 4.14 Handle time (time)
- 4.15 Interaction count
- 4.16 Interaction start date
5 VBC/VCC fields (Provisioned)
- 5.1 VBC/VCC dimensions: Interaction event
- 5.2 VBC/VCC measures
6 Virtual Assistant fields (Provisioned)
- 6.1 Virtual Assistant dimensions
  - 6.1.1 Interaction event
- 6.2 Virtual Assistant measures

Overview

Interaction events fields provide granular data about every activity that occurs during a customer interaction in Vonage Contact Center (VCC). You can use these fields when building custom reports or dashboards to analyze interaction behavior at the event level.

An interaction represents a complete customer engagement from start to finish. Each interaction consists of:

One or more channels (the parties involved).
Multiple events that occur within those channels (ringing, connected, held, wrap, etc.).

Interaction events fields let you report on:

Individual events within interactions (queue time, hold duration, specific applets).
Timing and sequencing of activities.
Agent and customer behavior throughout the interaction lifecycle.
Event outcomes and results.

Field availability

Certain Interaction events fields are available only if the related provisioned feature is enabled for your account. Currently, the Virtual Assistant (Provisioned) fields and VBC/VCC (Provisioned) fields are the only examples of such fields.

Field types on this page

This reference lists all available Interactions events fields, organized by:

Filter-only fields: Used to control how data is displayed (e.g., duration units).
Dimensions: Attributes you can group, filter, or display (shown in blue in Looker).
Measures: Calculated metrics like counts, averages, totals (shown in orange in Looker).

For information on how to use these fields when building reports, see Using Historical Analytics.

Available in

Interaction event fields are available in the Interaction Events explore only.

Filter-only fields

Filter-only fields do not appear as data columns. Instead, they function as global settings for your dashboard, allowing you to control the scale and logic of other dimensions and measures.

Available units

All unit filters support milliseconds (default), seconds, minutes, hours, and days.

Name	Description

Name

Description

Duration target

Sets the threshold value used to determine whether an event meets your target duration.

This filter works in conjunction with the Duration target met dimension, which displays:

"Yes" if the event duration is within your specified target.
"No" if the event duration exceeds the target.

Duration unit

Sets the unit of measurement for all Duration fields.

Offset unit

Sets the unit of measurement for all Offset fields.

Dimensions

Conversation

Name	Description

Name	Description
ID	The unique identifier for the conversation, which can contain multiple interactions, like callbacks. For example, an inbound call that results in a disconnected line, followed by two outbound callback attempts, all share one Conversation ID.

Interaction

Name	Description

Name	Description
Connect from	The source address that initiated the interaction. Inbound: The customer's phone number or email. Outbound: The agent's callback number. Internal: The agent's name.
Connect to	The target address being contacted. Inbound: The phone number, email, etc., the customer used to contact VCC. Outbound: The customer's phone number or email. Internal: The name of the agent being contacted.
ID	The unique identifier for the interaction.
Initial direction	The starting direction of the interaction: Inbound: external party. Outbound: agent to external. Internal: agent to agent.
Interaction plan	The name of the first interaction plan the interaction entered.
Interaction plan mapping	The mapping that connected the interaction's initial destination to the first interaction plan.
Media manager	The origin of interaction: VBC. VCC. Salesforce. SkypeForBusiness.
Media type	The communication channel (e.g., phone, email, or External Work).
Outcome	The final result of the interaction, categorized by direction. Callback request delivered: Agent accepted the request; outbound call started. This outcome does not guarantee a connection (may still result in connected, failed, or not connected). Callback abandoned: Agent ended the call before the contact answered. Callback request abandoned in bot: Request ended in-bot (usually via queue breakout) before an agent was assigned. Callback connected: Contact answered the agent's outbound callback. Callback not connected: Contact did not answer the agent's outbound callback. Callback failed: Outbound callback started, but the connection failed. Outbound abandoned: Agent ended the interaction before the contact accepted Outbound connected: Contact accepted the agent's outbound interaction. Outbound not connected: Contact did not accept the agent's outbound interaction. Outbound failed: Outbound interaction started, but the agent's connection failed. Handled by agent: Connected to at least one agent. Handled by CCR: Connected to an external contact via Call Connect Router. Abandoned in queue: Contact hung up while waiting in the queue. Message taken: Contact hung up after leaving a voicemail. Abandoned in bot: Contact hung up while connected to a bot. Callback requested: Contact requested a callback via bot; interaction ended. Internal connected: The recipient agent accepted the internal interaction. Internal not connected: The recipient agent did not accept the internal interaction. Internal failed: Connection failed. Currently unavailable. Internal abandoned: Initiator ended the interaction before the recipient accepted. Unknown. No interaction outcome criteria were met.
Service name	The assigned service value. If using Interaction Plans Manager, this is the destination name or reporting group. Otherwise, it is the interaction plan's assigned service name.
Status	The current processing state: Ongoing: the interaction is still being processed. Completed: the interaction has been processed. InternalError: an error occurred during processing.

Interaction start bucket

Start times

For inbound interactions, the start time is when it arrived in VCC.
For outbound or internal interactions, it is when the agent initiated the interaction.

Name	Description	Example

Name	Description	Example
1 hour	The hour of the day in which the interaction started.	11
Day of week	The day of the week on which the interaction started. Often used to filter out weekend data.	Wednesday
Day of year	The sequential day number within the calendar year, ranging from 1 to 365 (or 366 in leap years).	271
Month (name)	The name of the month in which the interaction started.	July
Time of day	The time at which the interaction started to the nearest minute. Format: hh:mm.	19:36
Week of year	The sequential week number within the calendar year, ranging from 1 to 52 (or 53 in some years). Week 1 is the first week of January.	40
Year	The year in which the interaction started. Format: YYYY.	2022

Interaction start date

Start dates

For inbound interactions, the start date is when it arrived in VCC.
For outbound or internal interactions, the start date is when the agent initiated the interaction.

Name	Description	Format	Example

Name	Description	Format	Example
15 min	The date and time rounded down to the nearest 15-minute period.	YYYY-MM-DD hh:mm	2021-07-31 19:15
Date	The specific calendar day the interaction started.	YYYY-MM-DD	2021-07-31
Month	The month the interaction started.	YYYY-MM	2021-07
Quarter	The quarter of the year the interaction started.	YYYY-Qx	2022-Q3
Time	The exact date and time to the nearest second.	YYYY-MM-DD hh:mm:ss	2021-07-31 19:36:45
Week	The Monday of the week in which the interaction started.	YYYY-MM-DD	2021-07-26

Interaction channel

Name	Description

Name	Description
Agent ID	The unique identifier for the agent, depending on the Role: Agent: The ID defined in VCC User Admin. External: Returns CCRConnect if routed via the CCR applet; otherwise, null. Monitor: Always null.
End reason	The reason the channel ended. Includes: Released: The party hung up or was manually released in ContactPad. Busy: The destination phone number was busy. NoAnswer: The party did not answer the interaction. Unreachable: The number could not be reached (e.g., an incorrect or disconnected number). Rejected: The party manually or automatically rejected the call. Failed: A connection failure occurred, likely due to network or telephony provider issues.
ID	The unique identifier for the specific channel.
Initiating agent ID	The unique identifier for the agent who initiated a consult or transfer.
Initiating reason	The reason the channel began: Callback: Connected due to a callback request (only the outbound leg is marked this way). CallDivert: Connected via a Call Connect Router (CCR) Applet. Consult: An agent consulted another agent; the receiver's channel is marked as Consult. Internal: An agent received a direct internal call from another agent. Outbound: The party initiated an outbound call. QueueDelivery: Connected immediately following a Queue or AgentQueue event. SecurePayment: Connected due to the start of a secure payment session. Self: The party initiated the channel (covers the first channel of inbound/outbound calls or a supervisor monitoring). Transfer: The interaction was cold transferred to the agent. null: Applied when none of the above reasons are applicable.
Role	The role of the party in the channel: External Agent Monitor
Sequence	The zero-based order in which the party joined (0 = first party).
Touchpoint	The address of the party (phone number or email). For secure payments, this returns AgentAssist.

Interaction event

System-detected WebRTC instability issues

If VCC detected local instability during a WebRTC call that could have affected audio quality, those issues may also appear here. For more information, see:

Name	Description

Name	Description
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.
Agent	The name of the agent who played a voicemail recording.
Agent ID	The ID of the agent who used a voicemail recording in the interaction.
Audio problem	The problem with the audio that was reported by the agent during the interaction event. One of: Too loud, Too quiet, Echo, Distortion, Background noise, Delay, Other. Value is only populated for phone type interactions; otherwise null. To get only records with a value, filter by Interaction Events Type equals AudioProblemReported. For information about audio problems, see Reporting problems in ContactPad.
Call rating	The rating that the agent gave the interaction (1–5). Value is only populated for phone type interactions; otherwise null. To get only records with a value, filter by Interaction Events Type equals CallRating. For information about call ratings, see Post Call Quality Rating in ContactPad.
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. To get only records with a value, filter by Interaction Events Type equals DataSourceValueAcquired. For information about data source mapping, see Data Source Mappings.
Disposition	The outcome of the interaction set by the agent. For information about disposition codes, see Disposition codes.
Duration	The length of the event. Unit is determined by the filter-only field Duration unit. By default, in milliseconds. The 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.
Duration target met	Indicates whether the duration of the event is within the duration defined in the 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 the 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.
Event Time	Date and time when the voicemail recording was played in the interaction.
Filename	The actual file name of the voicemail recording used in the interaction.
Initiating agent ID	The unique identifier for the agent who caused the event. Currently only available when an agent puts an interaction on hold.
Interaction ID	The interaction ID of the interaction where voicemail was used.
Monitor type	The type of monitoring for a particular event: Coach: Monitor provides guidance; contact cannot hear the monitor. Join: Monitor participates in a three-way conversation. ListenIn: Monitor listens silently; the agent and contact are unaware.
Name	The name of the queue, applet, interaction plan, delivery failure reason, data source, or voice message file 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 the filter-only field Offset unit. By default, in milliseconds.
Start offset (time)	The total time after the start of the interaction, from the time the event started to the nearest second in hh:mm:ss format.
Subtype	The specific category of a Held, Monitoring, DeliveryFailed, or QuickMessageLeft event. Busy: Interaction not accepted; contact device busy. ConnectionUnavailable: Media channel (e.g., WebRTC) unavailable. Failed: Interaction failed for an unexpected reason. NoAnswer: Contact didn't accept the interaction. Rejected: Manually or automatically rejected. Released: Delivery failed for an unknown reason. Unreachable: The contact's device wasn't reachable. Held: Phone interaction placed on hold by the agent. Interrupted: Non-live interaction (e.g., case) auto-interrupted by the system for a higher priority. Parked: Non-live interaction parked by user or system. Coach: The monitor could communicate with the agent only. Join: Three-way conversation (Agent, Contact, Monitor). ListenIn: Monitor listened silently. Announcement: The agent played a pre-recorded message during the interaction.