This is a table summarizing 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, we will see two rows with sequence numbers incremented. This is the table which replaces our legacy calldetail table. It has all the columns we had in calldetail table plus some new columns to track additional attributes. Here is the mapping between Interaction Summary and Calldetail view.
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason | CX Insights Name | CX Insights Type | CX Insights Folder Name |
|---|---|---|---|---|---|---|---|---|---|
| InteractionIDKey | char (18) | False | No | Interaction Key |
4.0.106.453 | 4.0 Release | |||
| SiteID | smallint | False | No | SiteID of the Interaction where it disconnected. |
4.0.106.453 | 4.0 Release | |||
| SeqNo | tinyint | False | No | SeqNo will only be used when the interaction is persisted and recreated with the same InteractionIDKey. |
4.0.106.453 | 4.0 Release | |||
| InteractionID | bigint | False | No | CallID/Interaction id of the interaction. This is what displayed in our interaction client. |
4.0.106.453 | 4.0 Release | |||
| StartDateTimeUTC | datetime2 | False | No | StartDateTime (UTC) for the Interaction ID. |
4.0.106.453 | 4.0 Release | |||
| StartDTOffset | int | False | No | Offset to Server local time, in milliseconds, for the UTC StartDateTime. |
4.0.106.453 | 4.0 Release | |||
| Direction | tinyint | False | No | Interaction Direction (1-inbound, 2-Outbound, 3-Intercom, 4-Intercom Outbound, 5-Intercom Inbound, 0-Unknown) |
4.0.106.453 | 4.0 Release | |||
| ConnectionType | tinyint | False | No | The Connection Type. Unknown(0), External(1), Intercom(2) |
4.0.106.453 | 4.0 Release | |||
| MediaType | tinyint | False | No | The Media Type. Unknown(255), calls(0), chat(1), SMS(2), GenericObject(4), Email(5), Callback(6)), InstantQuestion(7),WebCollabration(8), MonitorObject(11), Fax(21), WorkItem(22). |
4.0.106.453 | 4.0 Release | |||
| RemoteID | nvarchar (50) | True | Yes | The Remote ID. |
4.0.106.453 | 4.0 Release | |||
| DNIS_LocalID | nvarchar (50) | True | Yes | Number dialed. |
4.0.106.453 | 4.0 Release | |||
| tDialing | int | True | No | How long interaction is in dialing state. |
4.0.106.453 | 4.0 Release | |||
| tIVRWait | int | True | No | Total IVR Time for the interaction. |
4.0.106.453 | 4.0 Release | |||
| tQueueWait | numeric | True | No | Total time the interactions waited in one or more Queues. |
4.0.106.453 | 4.0 Release | |||
| tAlert | int | True | No | Total time the interaction alerted different user/station. |
4.0.106.453 | 4.0 Release | |||
| tConnected | numeric | True | No | Total talk time for an Interaction. If the same interaction is handled by multiple agents, it will be the sum of all talk time. (Basically it 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.) |
4.0.106.453 | 4.0 Release | |||
| tHeld | numeric | True | No | Total held time for the interaction. If the interaction transition to held state is by multiple agents, it will include all held durations. (Basically it captures the duration of how long the interaction is in held state.) |
4.0.106.453 | 4.0 Release | |||
| tSuspend | numeric | True | No | Suspend time. |
4.0.106.453 | 4.0 Release | |||
| tConference | numeric | True | No | Total time the interaction actively participated in a conference. |
4.0.106.453 | 4.0 Release | |||
| tExternal | numeric | True | No | Total time the interaction was connected after an external transfer. |
4.0.106.453 | 4.0 Release | |||
| tACW | int | True | No | Total wrap up time for the interaction. |
4.0.106.453 | 4.0 Release | |||
| nIVR | smallint | True | No | Number of times the interaction entered any IVR (as determined by call attribute set by Interaction Attendant or a handler). |
4.0.106.453 | 4.0 Release | |||
| nQueueWait | smallint | True | No | Number of times the interaction waited in any ACD queue (even the same one multiple times). |
4.0.106.453 | 4.0 Release | |||
| nTalk | smallint | True | No | Number of times this interaction was actively connected to any agent (even the same one multiple times). |
4.0.106.453 | 4.0 Release | |||
| nConference | smallint | True | No | Number of times this interaction was actively connected to any conference (even the same one multiple times). |
4.0.106.453 | 4.0 Release | |||
| nHeld | smallint | True | No | Number of times the interaction was in held state after connected. |
4.0.106.453 | 4.0 Release | |||
| nTransfer | smallint | True | No | Number of times the interaction was transferred. |
4.0.106.453 | 4.0 Release | |||
| nExternal | smallint | True | No | Number of times the interaction was transferred externally. |
4.0.106.453 | 4.0 Release | |||
| Disposition | tinyint | False | No | The values that get logged are 0 to 7. For more details, please refer to the Interaction Tracker Help for the Interaction Detail View in IC Business Manager. |
4.0.106.453 | 4.0 Release | |||
| DispositionCode | tinyint | True | No | This is how TS server disposition the interaction, same as pre 4.0 version |
4.0.106.453 | 4.0 Release | |||
| WrapUpCode | nvarchar (200) | True | Depends on customer usage | Not used in 4.0 and later releases. Exists for legacy reasons. |
4.0.106.453 | 4.0 Release | |||
| AccountCode | nvarchar (50) | True | Depends on customer usage | Account code tied to the Interaction. |
4.0.106.453 | 4.0 Release | |||
| IsRecorded | bit | False | No | 0 or 1. If the interaction is recorded it will be set. If at least one leg of this interaction is recorded it will be set. For example the interaction is recorded then blind transfer to the second agent and not get recorded for the second leg of the interaction, it will be set. |
4.0.106.453 | 4.0 Release | |||
| IsSurveyed | bit | False | No | 0 or 1. If the interaction is surveyed, it will be set |
4.0.106.453 | 4.0 Release | |||
| MediaServerID | nvarchar (100) | True | No | Media Server where the interaction audio is handled. |
4.0.106.453 | 4.0 Release | |||
| IndivID | char (22) | True | Yes | Remote Party IndivID if it is resolved by Tracker. Will be NULL if it is not resolved. |
4.0.106.453 | 4.0 Release | |||
| OrgID | char (22) | True | Depends on customer usage | Remote Party's OrgID if it is resolved by Tracker. Otherwise it will be NULL. |
4.0.106.453 | 4.0 Release | |||
| LineId | nvarchar (50) | True | Depends on customer usage | The line interaction received. |
4.0.106.453 | 4.0 Release | |||
| LastStationId | nvarchar (50) | True | Depends on customer usage | The last connected station to the interaction. |
4.0.106.453 | 4.0 Release | |||
| LastLocalUserId | nvarchar (50) | True | Yes | Local userID associated with the last connected interaction. |
4.0.106.453 | 4.0 Release | |||
| LastAssignedWorkgroupID | nvarchar (100) | True | Depends on customer usage | The last routed workgroup for that interaction. |
4.0.106.453 | 4.0 Release | |||
| LastLocalNumber | varchar (200) | True | Yes | Local number associated with the last connected user, For emails it will be mail box id, for chats it will be user's display name or arbitrary name given by the chat initiator. |
4.0.106.453 | 4.0 Release | |||
| LastLocalName | nvarchar (50) | True | Yes | LocalName associated with the last connected user. |
4.0.106.453 | 4.0 Release | |||
| RemoteICUserID | nvarchar (50) | True | Yes | The respondent IC User ID, will be populated only for Intercom interaction. |
4.0.106.453 | 4.0 Release | |||
| RemoteNumberCountry | smallint | True | Potentially | Country code associated with the remote number. |
4.0.106.453 | 4.0 Release | |||
| RemoteNumberLoComp1 | varchar (10) | True | Potentially | Lower component of remote number. |
4.0.106.453 | 4.0 Release | |||
| RemoteNumberLoComp2 | varchar (10) | True | Potentially | Second component of remote number. |
4.0.106.453 | 4.0 Release | |||
| RemoteNumberFmt | varchar (50) | True | Yes | Formatted remote number |
4.0.106.453 | 4.0 Release | |||
| RemoteNumberCallId | varchar (50) | True | Yes | CallID. |
4.0.106.453 | 4.0 Release | |||
| RemoteName | nvarchar (50) | True | Yes | Remote Name. |
4.0.106.453 | 4.0 Release | |||
| InitiatedDateTimeUTC | datetime2 | False | No | Interaction Initiated date/time with millisecond granularity. |
4.0.106.453 | 4.0 Release | |||
| ConnectedDateTimeUTC | datetime2 | False | No | Interaction connected date Time with millisecond granularity. |
4.0.106.453 | 4.0 Release | |||
| TerminatedDateTimeUTC | datetime2 | False | No | Interaction Terminated date Time with millisecond granularity. |
4.0.106.453 | 4.0 Release | |||
| LineDuration | numeric | True | No | Duration in line in milliseconds |
4.0.106.453 | 4.0 Release | |||
| CallEventLog | nvarchar (2000) | False | No | Call Event log |
20.1.0.0 | IC-155825 | |||
| PurposeCode | int | True | No | This column is used to track the purpose of the call. This is a system-defined code. It is currently only used for fax objects but will be expanded to include calls made on tie lines. For more details, refer to the Eic_CallPurpose section in the Interaction Attributes Technical Reference |
4.0.106.453 | 4.0 Release | |||
| CallNote | nvarchar (1024) | True | Depends on customer usage | Text description related to call. |
4.0.106.453 | 4.0 Release | |||
| nSecuredIVR | smallint | False | No | This column captures the number of times the call went to secured session during its entire life. |
4.0.106.453 | 4.0 Release | |||
| tSecuredIVR | numeric | True | No | This column captures the 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. |
4.0.106.453 | 4.0 Release | |||
| FirstAssignedAcdSkillSet | nvarchar (100) | True | No | First ACD Skillset value assigned to an interaction. |
4.0.106.453 | 4.0 Release | |||
| nPark | smallint | True | No | Number of times the interaction was in parked state. |
16.3.0.354 | Added for calls parked on user's own queue to appear in Tracker. | |||
| tPark | numeric | True | No | Total parked time for the interaction. If the interaction transition to park state is by multiple agents, this value includes all parked durations. Captures the duration of how long the interaction is in a parked state. |
16.3.0.354 | Added for calls parked on user's own queue to appear in Tracker. |
This table contains a different segment of the interaction captured. This is primarily used by the Interaction Detail view in Interaction Center Business Manager Application (ICBM). In general, there will be only one row for an interaction that will be logged here. If the interaction is persisted and recreated with the same InteractionIDKey, we will see two rows with the sequence numbers incremented.
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason | CX Insights Name | CX Insights Type | CX Insights Folder Name |
|---|---|---|---|---|---|---|---|---|---|
| InteractionIDKey | char (18) | False | No | Interaction Key. |
4.0.106.453 | 4.0 Release | |||
| SiteID | smallint | False | No | Site ID of the interaction. |
4.0.106.453 | 4.0 Release | |||
| SeqNo | tinyint | False | No | SeqNo will only be used when the interaction is persisted and recreated with the same InteractionIDKey. |
4.0.106.453 | 4.0 Release | |||
| StartDateTimeUTC | datetime2 | False | No | Start date time(UTC) of the interaction segments. |
4.0.106.453 | 4.0 Release | |||
| StartDTOffset | int | False | No | Offset for the StartDateTime. |
4.0.106.453 | 4.0 Release | |||
| ConversationID | varchar (24) | True | No | Conversation ID associated with Email interaction. |
4.0.106.453 | 4.0 Release | |||
| SegmentLog | nvarchar (MAX) | False | No | Multi value URI representation of the interaction history which may be extracted with ICE Lib APIs. Refer to the ICE Lib documentation for more detail about the URI string. |
4.0.106.453 | 4.0 Release |
PrimaryKey : InteractionIDKey, SiteID, SeqNo
Clustered Index : StartDateTimeUTC
Note: SegmentLog can hold the string size up to 1GB.
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason | CX Insights Name | CX Insights Type | CX Insights Folder Name |
|---|---|---|---|---|---|---|---|---|---|
| InteractionIDKey | char (18) | False | No | Interaction Key. |
4.0.106.453 | 4.0 Release | |||
| SiteID | smallint | False | No | Site ID of the interaction. |
4.0.106.453 | 4.0 Release | |||
| SeqNo | tinyint | False | No | SeqNo will only be used when the interaction is persisted and recreated with the same InteractionIDKey. |
4.0.106.453 | 4.0 Release | |||
| CustomNum1 | int | True | No | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomNum2 | int | True | No | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomNum3 | int | True | No | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomNum4 | int | True | No | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomNum5 | int | True | No | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomNum6 | int | True | No | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomNum7 | int | True | No | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomNum8 | int | True | No | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomNum9 | int | True | No | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomString1 | nvarchar (50) | True | Depends on customer usage | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomString2 | nvarchar (50) | True | Depends on customer usage | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomString3 | nvarchar (50) | True | Depends on customer usage | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomString4 | nvarchar (50) | True | Depends on customer usage | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomString5 | nvarchar (50) | True | Depends on customer usage | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomString6 | nvarchar (50) | True | Depends on customer usage | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomString7 | nvarchar (50) | True | Depends on customer usage | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomString8 | nvarchar (50) | True | Depends on customer usage | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomString9 | nvarchar (50) | True | Depends on customer usage | Custom number column. |
4.0.106.453 | 4.0 Release | |||
| CustomDateTime | datetime2 | True | No | Custom DateTime column. |
4.0.106.453 | 4.0 Release | |||
| CustomDateTimeGMT | datetime2 | True | No | Custom DateTime column, in GMT format. |
4.0.106.453 | 4.0 Release | |||
| I3TimeStampGMT | datetime2 | False | No | Log timestamps. |
4.0.106.453 | 4.0 Release |
Note: No record will be logged if there is no custom attribute mapping. If no custom attribute is set for an interaction, no record will be logged as well.