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Interaction Tracker Help
InteractionSummary Table
The following information is a copy of the "InteractionSummary Table" in "Appendix E: Interaction Tables" of the PureConnect Data Dictionary. It is included here for convenience.
This table summarizes key attributes of the interaction. In general, only one row for an interaction will be logged here. If the interaction is persisted and recreated with the same InteractionIDKey, the system increments sequence numbers in two rows. This is the table which replaces the legacy Calldetail table. It has all the columns used in the Calldetail table plus some new columns to track additional attributes. Here is the mapping between Interaction Summary and Calldetail view.
Column Name |
Type |
Null |
Default |
Description |
CallDetail view |
InteractionIDKey |
Char(18) |
No |
|
Interaction Key |
CallId |
SiteID |
Integer |
No |
-1 |
SiteID of the Interaction where it disconnected. |
SiteID |
SeqNo |
TinyInt |
No |
0 |
SeqNo is only used when the interaction is persisted and recreated with the same InteractionIDKey. |
Not Included |
InteractionID |
bigint |
No |
|
CallID/Interaction ID of the interaction. This is displayed in the CIC client. |
Not Included |
StartDateTimeUTC |
DateTime2(3) Timestamp(3) |
No |
|
StartDateTime (UTC) for the Interaction ID |
Not Included |
StartDTOffset |
Integer |
No |
|
Offset to Server local time [in seconds] for the UTC StartDateTime |
Not Included |
Direction |
tinyint |
No |
|
Interaction
Direction: |
CallDirection |
ConnectionType |
tinyint |
No |
|
Unknown(0), External(1), Intercom(2), |
CallType |
MediaType |
tinyint |
No |
|
Unknown(255), calls(0), chat(1), SMS(2), GenericObject(4), Email(5), Callback(6), InstantQuestion(7), WebCollabration(8), MonitorObject(11), Fax(21), WorkItem(22) |
InteractionType |
RemoteID |
nVarchar(50) |
NULL |
|
Remote ID |
RemoteNumber |
DNIS_LocalID |
nVarchar(50) |
NULL |
|
Number dialed |
DNIS |
tDialing |
Integer |
NULL |
|
How long interaction is in dialing state |
tDialing |
tIVRWait |
Integer |
NULL |
|
Total IVR Time for the interaction |
tIVRWait |
tQueueWait |
Integer |
NULL |
|
Total time the interactions waited in one or more Queues |
tQueueWait |
tAlert |
Integer |
NULL |
|
Total time the interaction alerted a different user/station |
tAlert |
tConnected |
Numeric(19) |
NULL |
|
Total connected time for an Interaction. If the same interaction is handled by multiple agents, this is the sum of all talk time. Captures the duration of how long the interaction is in the connected state with two participants. The participants can be a remote person, local CIC User, or standalone station. |
CAST(ROUND(I.tConnected/1000., 0) as INTEGER) as CallDurationSeconds |
tHeld |
Numeric(19) |
NULL |
|
Total held time for the interaction. If the interaction transition to held state is by multiple agents, this value includes all held durations. Captures the duration of how long the interaction is in a held state. |
CAST(ROUND(I.tHeld/1000., 0) as INTEGER) as HoldDurationSeconds |
tSuspend |
Numeric(19) |
NULL |
|
Not currently supported, for use in a future CIC release. |
tSuspend |
tConference |
Numeric(19) |
NULL |
|
Total time the interaction actively participated in a conference |
tConference |
tExternal |
Numeric(19) |
NULL |
|
Total time the interaction was connected after an external transfer |
tExternal |
tACW |
Integer |
NULL |
|
Total wrap up time for the interaction |
tACW |
tSecuredIVR |
Numeric(19) |
NULL |
|
Total duration of the secured session for the particular interaction id. For example, if the interaction went to multiple sessions of secured session, this column will accumulate all the individual sessions and log the total duration. |
Not Included |
nIVR |
Small Int |
NULL |
|
Number of times the interaction entered any IVR, as determined by call attribute set by Interaction Attendant or a handler. |
nIVR |
nQueueWait |
Small Int |
NULL |
|
Number of times the interaction waited in any ACD queue, even the same queue multiple times. |
nQueueWait |
nTalk |
Small Int |
NULL |
|
Number of times this interaction was actively connected to any agent, even the same agent multiple times. |
nTalk |
nConference |
Small Int |
NULL |
|
Number of times this interaction was actively connected to any conference, even the same conference multiple times. |
nConference |
nHeld |
Small Int |
NULL |
|
Number of times the interaction was in held state after connected |
nHeld |
nTransfer |
Small Int |
NULL |
|
Number of times the interaction was transferred |
nTransfer |
nExternal |
Small Int |
NULL |
Number of times the interaction was transferred externally |
nExternal |
|
nSecuredIVR |
Small Int |
NULL |
Number of times the call went to secured session during its entire life. |
Not Included |
|
Disposition |
Small Int |
No |
0 |
The values that get logged are 0 to 7. For details, see How interactions are dispositioned using segment detail data. |
Not Included |
DispositionCode |
Small Int |
NULL |
This is how the Telephony Services (TS) server dispositioned the interaction. |
DispositionCode |
|
WrapUpCode |
nVarchar(200) |
NULL |
Not used in the current CIC release. Exists for legacy reasons. |
WrapUpCode |
|
AccountCode |
nVarchar(50) |
NULL |
Account code tied to the Interaction |
AccountCode |
|
IsRecorded |
Bit |
NOT NULL |
0 or 1. It is set if the interaction is recorded. It is set if at least one leg of this interaction is recorded. For example, this value is set if an interaction is recorded then transferred blind to the second agent and not recorded for the second leg of the interaction. |
Not Included |
|
IsSurveyed |
Bit |
NOT NULL |
0 or 1. If the interaction is surveyed, it is set |
Not Included |
|
MediaServerID |
nVarchar(200) |
NULL |
The Media Server that handles the interaction audio. |
Not Included |
|
IndivID |
Char(22) |
NULL |
The remote Party IndivID if resolved by Tracker. This value is NULL if not resolved |
Not Included |
|
OrgID |
Char(22) |
NULL |
Remote Party's OrgID if it is resolved by Tracker. This value is NULL if not resolved. |
Not Included |
|
LineID |
nvarchar(50) |
NULL |
The line interaction received |
LineID |
|
LastStationID |
nvarchar(50) |
NULL |
The last connected station to the interaction |
StationID |
|
LastLocalUserID |
nvarchar(50) |
NULL |
Local User ID associated with the last connected interaction |
LocalUserID |
|
LastAssignedWorkgroupID |
nvarchar(100) |
NULL |
The last routed workgroup for that interaction |
AssignedWorkGroup |
|
LastLocalNumber |
varchar(200) |
NULL |
Local number associated with the last connected user, for an email it is mailbox ID, for chat it is the user's display name or arbitrary name given by the chat initiator. |
LocalNumber |
|
LastLocalName |
nvarchar(50) |
NULL |
LocalName associated with the last connected user |
LocalName |
|
RemoteICUserID |
nvarchar(50) |
NULL |
The respondent's CIC User ID, will be populated only for Intercom interaction |
Not Included |
|
RemoteNumberCountry |
smallint |
NULL |
The country code associated with the remote number |
RemoteNumberCountry |
|
RemoteNumberLoComp1 |
varchar(10) |
NULL |
Lower component of the remote number |
RemoteNumberLoComp1 |
|
RemoteNumberLoComp2 |
varchar(10) |
NULL |
Lower component of the remote number |
RemoteNumberLoComp2 |
|
RemoteNumberFmt |
varchar(50) |
NULL |
Remote number format |
RemoteNumberFmt |
|
RemoteNumberCallId |
varchar(50) |
NULL |
CallID of the remote number |
RemoteNumberCallId |
|
RemoteName |
nvarchar(50) |
NULL |
Remote Name |
RemoteName |
|
InitiatedDateTime |
datetime2(3) TIMESTAMP(3) |
NOT NULL |
Interaction Initiated date and time with millisecond granularity |
InitiatedDate |
|
ConnectedDateTime |
datetime2(3) TIMESTAMP(3) |
NOT NULL |
1970-01-01 |
Interaction connected date and time with millisecond granularity |
ConnectedDate |
TerminatedDateTime |
datetime2(3) TIMESTAMP(3) |
NOT NULL |
1970-01-01 |
Interaction Terminated date and time with millisecond granularity |
TerminatedDate |
LineDuration |
Numeric(19) |
NULL |
Duration of the line in milliseconds |
CAST(ROUND(I.LineDuration/1000., 0) as INTEGER) as LineDurationSeconds |
|
CallEventLog |
nvarchar(2000 |
NOT NULL |
Call Event log |
CallEventLog |
|
PurposeCode |
int |
NULL |
0 |
Purpose code set for the interaction |
PurposeCode |
CallNote |
nvarchar(1024) |
NULL |
Text description related to call |
Not Included |
|
FirstAssignedAcdSkillSet |
nvarchar(100) |
NULL |
First ACD Skillset value assigned to an interaction |
Not Included |
|
tPark |
Numeric(19) |
NULL |
Total parked time for the interaction. If multiple agents transition the interaction to a parked state, this value includes all parked durations. Captures the duration of how long the interaction is in a parked state. |
CAST(ROUND(I.tPark/1000., 0) as INTEGER) as ParkDurationSeconds |
|
nPark |
Small Int |
NULL |
Number of times the interaction was in a parked state. |
nParked |
INDEXES
Primary Key : InteractionIDKey , SiteID, SeqNo
Clustered Index : InitiatedDateTime, SiteID
Additional Indexes : StartDateTimeUTC and LastLocalUserID