Interaction summary fields

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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 total time that an agent or agents have spent working with an 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 connected, and wrap states, for interactions where an agent connected.

Additionally, for outbound interactions, Handle Time also includes the time the first agent has spent in the Alerting state.

For non-live interactions (cases), handle time does not include time when the interaction was interrupted or parked.

The total time that an agent or agents have spent working with an interaction. 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 connected, and wrap states, for interactions where an agent connected.

Additionally, for outbound interactions, Handle Time also includes the time the first agent spent in the Alerting state.

For non-live interactions (cases), handle time does not include time when the interaction was interrupted or parked.

The total time that an interaction was interrupted while an agent handled a high-priority interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Only non-live interactions can be interrupted. 

The total time that an interaction was interrupted while an agent handled a high-priority interaction. In hh:mm:ss format.

Only non-live interactions can be interrupted. 

The total time that an interaction was parked. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Only non-live interactions can be parked. 

The total time that an interaction was parked. In hh:mm:ss format.

Only non-live interactions can be parked. 

The total time that an external party was connected to an agent. Unit is determined by filter-only field Duration unit. By default, in milliseconds. 

Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time.

The total time that an external party was connected to an agent. In hh:mm:ss format.

Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time.

The total time that a party took to answer an interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

For an inbound interaction, this is the time between the interaction entering the first queue and the agent accepting the interaction.

For an outbound or internal interaction, this is the time between the agent accepting the initiated interaction and the second party connecting.

The total time that a party took to answer an interaction. In hh:mm:ss format.

For an inbound interaction, this is the time between the interaction entering the first queue and the agent accepting the interaction.

For an outbound or internal interaction, this is the time between the agent accepting the initiated interaction and the second party connecting.

Average, Maximum, Minimum, and Total

Average, Maximum, Minimum, and Total

The following outcome measures are available:

• Callback abandoned (count)
• Callback connected (count)
• Callback delivered (count)
• Callback failed (count)
• Callback not connected (count)
• Callback requested (count)
• Handled by agent (count)
• Handled by CCR (count)
• Interaction plan abandoned (count)
• Internal connected (count)
• Internal failed (count)
• Internal not connected (count)
• Message taken (count)
• Ongoing (count)
• Outbound connected (count)
• Outbound failed (count)
• Outbound not connected (count)
• Queue abandoned (count)
• Unknown (count)

The start date and time of the most/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.

Maximum and Minimum

The following summary measures are available:

• Accepted (%)
• Accepted (count)
• Accepted inbound (%)
• Accepted inbound (count)
• Accepted internal (%)
• Accepted internal (count)
• Accepted outbound (%)
• Accepted outbound (count)
• Connected (count)
• Connected internal (count)
• Connected outbound (count)
• Offered (count)
• Offered inbound (count)
• Offered internal (count)
• Offered outbound (count)

Accepted (count)

Connected (count)

Not accepted (count)

Not connected (count)

Offered (count)

Time to accept (duration)

Time to accept (hh:mm:ss)

Time to connect (duration)

Abandoned (%)

Abandoned (count)

Accepted (%)

Accepted (count)

Breakouts - Agent declined (count)

Breakouts - Estimated wait time (count)

Breakouts - No agents (count)

Breakouts - Queue duration (count)

Breakouts - Queue length (count)

Breakouts (%)

Breakouts (count)

Cancelled (%)

Cancelled (count)

Delivery attempts (count)

Delivery failures (count)

Entries (count)

Short abandons (count)

Time in queue (duration)

Time in queue (hh:mm:ss)

Time to abandon (duration)

Time to abandon (hh:mm:ss)

Time to accept (duration)

Time to accept (hh:mm:ss)

Time to breakout (duration)

Time to breakout (hh:mm:ss)

Time to cancel (duration)

Time to cancel (hh:mm:ss)

Time to voluntary breakout (duration)

Time to voluntary breakout (hh:mm:ss)

Voluntary breakouts (%)

Alerting time (agent) (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.

Average, Maximum, Minimum, and Total

The time from when the first party connected to the interaction until the last party disconnected. In hh:mm:ss format.

Average, Maximum, Minimum, and Total

The time from when the agent connected to the interaction until they disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Average, Maximum, Minimum, and Total

The time from when the agent connected to the interaction until they disconnected. In hh:mm:ss format.

Average, Maximum, Minimum, and Total

The time from when the customer connected to the interaction until they disconnected. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Average, Maximum, Minimum, and Total

The time from when the customer connected to the interaction until they disconnected. In hh:mm:ss format.

Average, Maximum, Minimum, and Total

The time that agents spent handling the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Handle time includes alerting time, connected time, and wrap time. It does not include hold time, interrupted time, or the time that the agent waits for another party to pick up for outbound calls.

Average, Maximum, Minimum, and Total

The time that agents spent handling the selected interactions to the nearest second. In hh:mm:ss format.

Handle time includes alerting time, connected time, and wrap time. It does not include hold time, interrupted time, or the time that the agent waits for another party to pick up for outbound calls.

Average, Maximum, Minimum, and Total

The time that customers were on hold during selected interactions. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Average, Maximum, Minimum, and Total

The average time that customers were on hold during selected interactions. In hh:mm:ss format.

Average, Maximum, Minimum, and Total

The time that an interaction was interrupted while an agent handled a high-priority interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Average, Maximum, Minimum, and Total

The total time that an interaction was interrupted while an agent handled a high-priority interaction. In hh:mm:ss format.

Average, Maximum, Minimum, and Total

The time that an interaction was parked. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Average, Maximum, Minimum, and Total

The time that an interaction was parked. In hh:mm:ss format.

Average, Maximum, Minimum, and Total

The time that agents were connected to the selected interactions to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time. 

Average, Maximum, Minimum, and Total

The time that agents were connected to the selected interactions to the nearest second. In hh:mm:ss format.

Talk time does not include time in IVR, queueing, ringing, hold, consult, transfer, and post-call work time. 

Average, Maximum, Minimum, and Total

The time the selected interactions waited to be answered to the nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

For an inbound interaction, this is the time between the interaction entering the first queue and when the agent accepted the interaction. 

For an outbound or internal interaction, this is the time between agent accepts initiated interaction and the second party to connect.

Average, Maximum, Minimum, and Total

The time the selected interactions waited to be answered to the nearest second. In hh:mm:ss format.

For an inbound interaction, this is the time between the interaction entering the first queue and when the agent accepted the interaction. 

For an outbound or internal interaction, this is the time between agent accepts initiated interaction and the second party to connect.

Average, Maximum, Minimum, and Total

The time that the agent spent in the Wrap state after handling an interaction. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Average, Maximum, Minimum, and Total

The time that the agent spent in the Wrap state after handling an interaction. In hh:mm:ss format.

Average, Maximum, Minimum, and Total