Routing Exception Tables store information about routing exceptions such as abandons, flowouts, and transferred interactions. When linked to InteractionSummary records by InteractionId and SiteId the information stored in these tables is sufficient for generating detailed reports for these events. Also, it allows generating reports on all the flowouts and transfers from a queue and allows to identify which queue they transferred to. Or vice versa: how many and which interactions were transferred into a queue and from where.
The persistence of information in these tables is controlled by a purging policy that is configured in Interaction Administrator. For more information, see the Interaction Administrator Help.
EE_FlowOutEvents stores information about all the interactions that flowed out from Queue X to Queue Y (which might be a System Queue ).
EE_TransferEvents stores information about all the interactions that were transferred from Queue X to Queue Y.
EE_AbondonEvents stores information about all the interactions that were abandoned in queue in Queue X.
Below are some examples of routing exceptions.
Flowout routing exceptions will be reported when a call was placed to WorkgroupA and was not assigned to any agent in this group during time T1 and was routed per configured actions in Attendant Profile.
Transfer routing exceptions will be reported whenever an interaction is being transferred from one User or Workgroup queue to other User or Workgroup Queue.
Abandon routing exceptions will be reported for the interactions that are assigned to a queue but are disconnected remotely without being answered. Only remote disconnects are accounted.
Routing exceptions for the same InteractionId and SiteID can be reported in multiple tables. For example, if Attendant Profile is configured to route all calls placed to WorkgroupA after timeout T1 to WorkgroupB and WorkgroupB is configured to return to the previous menu after timeout T2 and UserC who neither a member of WorkgroupA not WorkgroupB transfers a call to WorkgroupA and no agents are available neither in WorkgroupA nor in WorkgroupB this call will have both transfer and flowout exception and will be traced accordingly in EE_TransferEvents and EE_FlowOutEvents.
| 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 |
|---|---|---|---|---|---|---|---|---|---|
| SerialKey | uniqueidentifier | False | No | Unique Event ID - GUID |
17.1.0.324 | Added for flowout exception events. | |||
| InteractionIDKey | char (18) | False | No | Interaction ID Key |
17.1.0.324 | Added for flowout exception events. | |||
| SiteID | smallint | False | No | Site ID of the Interaction where the exception is captured. |
17.1.0.324 | Added for flowout exception events. | |||
| EventDateTimeUTC | datetime2 | False | No | Event date/time (UTC) when the exception was captured. |
17.1.0.324 | Added for flowout exception events. | |||
| EventDTOffset | int | False | No | Offset to Server local time, in milliseconds, for the UTC event date/time |
17.1.0.324 | Added for flowout exception events. | |||
| SourceQueueType | smallint | False | No |
Enum of Source Queue Type : (i.e. System = 11, User = 9, Station = 3, Workgroup =10, Orbit = 184) |
17.1.0.324 | Added for flowout exception events. | |||
| SourceQueueId | bigint | False | No | Source Queue ID for captured exception. |
17.1.0.324 | Added for flowout exception events. | |||
| TargetQueueType | smallint | True | No |
Enum of Target Queue Type : (i.e. System = 11, User = 9, Station = 3, Workgroup =10, Orbit = 184) |
17.1.0.324 | Added for flowout exception events. | |||
| TargetQueueId | bigint | False | No | Target Queue ID for captured exception |
17.1.0.324 | Added for flowout exception events. | |||
| TimeInQueue | bigint | True | No | Duration from queue entry to queue flowout event in milliseconds. |
17.1.0.324 | Added for flowout exception events. |
| Primary Key Name | Type | Column Name (sort order) |
|---|---|---|
| PK_FlowOutEvents | Non-clustered | SerialKey (Ascending) |
| Foreign Key Name | Column | Reference Table | Reference Column | Indexed |
|---|---|---|---|---|
| FK_EE_FlowOutEvents_SrcQID | SourceQueueId | QueueNameLookup | QueueId | Yes |
| FK_EE_FlowOutEvents_TrgQID | TargetQueueId | QueueNameLookup | QueueId | Yes |
| Index Name | Type | Column Name (sort order) |
|---|---|---|
| IX_FlowOutEventsInc | Non-clustered | InteractionIDKey (Ascending) EventDateTimeUTC (Ascending) SourceQueueId (Ascending) TargetQueueId (Ascending) |
| 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 |
|---|---|---|---|---|---|---|---|---|---|
| SerialKey | uniqueidentifier | False | No | Unique Event ID - GUID |
17.1.0.324 | Added for transfer exception events. | |||
| InteractionIDKey | char (18) | False | No | Interaction ID Key |
17.1.0.324 | Added for transfer exception events. | |||
| SiteID | smallint | False | No | Site ID of the Interaction where the exception is captured. |
17.1.0.324 | Added for transfer exception events. | |||
| EventDateTimeUTC | datetime2 | False | No | Event date/time (UTC) when the exception was captured. |
17.1.0.324 | Added for transfer exception events. | |||
| EventDTOffset | int | False | No | Offset to Server local time, in milliseconds, for the UTC event date/time. |
17.1.0.324 | Added for transfer exception events. | |||
| SourceQueueId | bigint | False | No | Source Queue ID for captured exception |
17.1.0.324 | Added for transfer exception events. | |||
| SourceUserId | bigint | False | Yes | Transferring CIC User name ID. |
17.1.0.324 | Added for transfer exception events. | |||
| TargetQueueId | bigint | False | No | Target Queue ID for captured exception. |
17.1.0.324 | Added for transfer exception events. | |||
| TargetUserId | bigint | False | Yes |
Target CIC User name ID. TargetUserId may be 0 if the target user is not determined at the time of the transfer (e.g. blind transfer to workgroup). |
17.1.0.324 | Added for transfer exception events. | |||
| TimeInSrcQueue | bigint | True | No | Duration from queue entry to queue transfer event in milliseconds. |
17.1.0.324 | Added for transfer exception events. | |||
| TransferType | smallint | False | No |
Enum of transfer type (i.e. Profile = -1, Park = 9, Blind = 12, or Consult = 20. Blind is the transfer type when it isn't Profile, Park or Consult) |
17.1.0.324 | Added for transfer exception events. |
| Primary Key Name | Type | Column Name (sort order) |
|---|---|---|
| PK_TransferEvents | Non-clustered | SerialKey (Ascending) |
| Foreign Key Name | Column | Reference Table | Reference Column | Indexed |
|---|---|---|---|---|
| FK_EE_TransferEvents_SrcQID | SourceQueueId | QueueNameLookup | QueueId | Yes |
| FK_EE_TransferEvents_SrcUID | SourceUserId | QueueNameLookup | QueueId | Yes |
| FK_EE_TransferEvents_TrgQID | TargetQueueId | QueueNameLookup | QueueId | Yes |
| FK_EE_TransferEvents_TrgUID | TargetUserId | QueueNameLookup | QueueId | Yes |
| Index Name | Type | Column Name (sort order) |
|---|---|---|
| IX_TransferEventsInc | Non-clustered | InteractionIDKey (Ascending) EventDateTimeUTC (Ascending) SourceQueueId (Ascending) SourceUserId (Ascending) TargetQueueId (Ascending) TargetUserId (Ascending) |
| 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 |
|---|---|---|---|---|---|---|---|---|---|
| SerialKey | uniqueidentifier | False | No | Unique Event ID - GUID |
17.1.0.324 | Added for abandon exception events. | |||
| InteractionIDKey | char (18) | False | No | Interaction ID key. |
17.1.0.324 | Added for abandon exception events. | |||
| SiteID | smallint | False | No | Site ID of the Interaction where the exception is captured |
17.1.0.324 | Added for abandon exception events. | |||
| EventDateTimeUTC | datetime2 | False | No | Event date/time (UTC) when the exception was captured. |
17.1.0.324 | Added for abandon exception events. | |||
| EventDTOffset | int | False | No | Offset to Server local time, in milliseconds, for the UTC event date/time |
17.1.0.324 | Added for abandon exception events. | |||
| SourceQueueType | smallint | False | No |
Enum of Source Queue Type : (i.e. System = 11, User = 9, Station = 3, Workgroup =10, Orbit = 184) |
17.1.0.324 | Added for abandon exception events. | |||
| SourceQueueId | bigint | False | No | Queue Name ID for captured exception. |
17.1.0.324 | Added for abandon exception events. | |||
| TimeInQueue | bigint | False | No | Duration from queue entry until remote disconnect without being connected in milliseconds. |
17.1.0.324 | Added for abandon exception events. |
| Primary Key Name | Type | Column Name (sort order) |
|---|---|---|
| PK_AbandonEvents | Non-clustered | SerialKey (Ascending) |
| Foreign Key Name | Column | Reference Table | Reference Column | Indexed |
|---|---|---|---|---|
| FK_EE_AbandonEvents_SrcQID | SourceQueueId | QueueNameLookup | QueueId | Yes |
| Index Name | Type | Column Name (sort order) |
|---|---|---|
| IX_AbandonEventsInc | Non-clustered | InteractionIDKey (Ascending) EventDateTimeUTC (Ascending) SourceQueueId (Ascending) |
The fields have no nulls and no defaults.
| 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 |
|---|---|---|---|---|---|---|---|---|---|
| QueueId | bigint | False | No | Unique ID |
17.1.0.324 | Added for the queues of the exception events. | |||
| QueueName | nvarchar (250) | False | Depends on customer usage | Queue name. |
17.1.0.324 | Added for the queues of the exception events. |
| Primary Key Name | Type | Column Name (sort order) |
|---|---|---|
| PK_QueueNameLookup | Clustered | QueueId (Ascending) |
| Index Name | Type | Column Name (sort order) |
|---|---|---|
| IX_QueueName | Non-clustered | QueueName (Ascending) |
EE_FlowOutEvents_viw contains Interaction ID key, site ID of the Interaction where the flowout exception is captured, UTC exception event timestamp when it is captured with offset to Server local time, in milliseconds, source queue name for captured exception with the source queue type, target queue name for captured exception with the target queue type, and time in queue.
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason |
|---|---|---|---|---|---|---|
| InteractionIDKey | char (18) | False | No | Interaction ID Key |
17.1.0.324 | Added for flowout exception events. |
| SiteID | smallint | False | No | Site ID of the Interaction where the exception is captured |
17.1.0.324 | Added for flowout exception events. |
| EventDateTimeUTC | datetime | True | No | Event Date/Time (UTC) when the exception was captured |
17.1.0.324 | Added for flowout exception events. |
| EventDTOffset | int | False | No | The GMT timestamp when the action happens |
17.1.0.324 | Added for flowout exception events. |
| SourceQueueName | nvarchar (250) | False | No | Source queue name for captured exception |
17.1.0.324 | Added for flowout exception events. |
| SourceQueueType | varchar (20) | True | No | Source queue type |
17.1.0.324 | Added for flowout exception events. |
| TargetQueueName | nvarchar (250) | False | No | Source queue name for captured exception. '-' if target queue name is not available. |
17.1.0.324 | Added for flowout exception events. |
| TargetQueueType | varchar (20) | True | No | Target queue type. |
17.1.0.324 | Added for flowout exception events. |
| TimeInQueue | bigint | True | No | Duration from queue entry to queue flowout event in milliseconds |
17.1.0.324 | Added for flowout exception events. |
EE_FlowOutEvents_viw contains Interaction ID key, site ID of the Interaction where the transfer exception is captured, UTC exception event timestamp when it is captured with offset to Server local time, in milliseconds, source queue name for captured exception, source user name for captured exception, target queue name for captured exception, target user name for captured exception, time in queue, and the transfer type.
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason |
|---|---|---|---|---|---|---|
| InteractionIDKey | char (18) | False | No | Interaction ID Key |
17.1.0.324 | Added for transfer exception events. |
| SiteID | smallint | False | No | Site ID of the Interaction where the exception is captured |
17.1.0.324 | Added for transfer exception events. |
| EventDateTimeUTC | datetime | True | No | Event Date/Time (UTC) when the exception was captured |
17.1.0.324 | Added for transfer exception events. |
| EventDTOffset | int | False | No | The GMT timestamp when the action happens |
17.1.0.324 | Added for transfer exception events. |
| SourceQueueName | nvarchar (250) | False | No | Source queue name for captured exception. '-' if source queue name is not available. |
17.1.0.324 | Added for transfer exception events. |
| SourceUserName | nvarchar (250) | False | Yes | Transferring CIC User name Id. '-' if source user name is not available. |
17.1.0.324 | Added for transfer exception events. |
| TargetQueueName | nvarchar (250) | False | No | Target queue name for captured exception. '-' if target queue name is not available. |
17.1.0.324 | Added for transfer exception events. |
| TargetUserName | nvarchar (250) | False | Yes | Target CIC User name. '-' if target user name is not available at the time of the transfer event (e.g. blind transfer to workgroup). |
17.1.0.324 | Added for transfer exception events. |
| TimeInSrcQueue | bigint | True | No | Duration from queue entry to queue transfer event in milliseconds |
17.1.0.324 | Added for transfer exception events. |
| TransferType | varchar (20) | True | No | Target queue type. |
17.1.0.324 | Added for transfer exception events. |
EE_FlowOutEvents_viw contains Interaction ID key, site ID of the Interaction where the abandon exception is captured, UTC exception event timestamp when it is captured with offset to Server local time, in milliseconds, source queue name for captured exception with the source queue type, and time in queue.
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason |
|---|---|---|---|---|---|---|
| InteractionIDKey | char (18) | False | No | Interaction ID Key |
17.1.0.324 | Added for abandon exception events. |
| SiteID | smallint | False | No | Site ID of the Interaction where the exception is captured |
17.1.0.324 | Added for abandon exception events. |
| EventDateTimeUTC | datetime | True | No | Event Date/Time (UTC) when the exception was captured |
17.1.0.324 | Added for abandon exception events. |
| EventDTOffset | int | False | No | The GMT timestamp when the action happens |
17.1.0.324 | Added for abandon exception events. |
| SourceQueueName | nvarchar (250) | False | No | Source queue name for captured exception |
17.1.0.324 | Added for abandon exception events. |
| SourceQueueType | varchar (20) | True | No | Source queue type. |
17.1.0.324 | Added for abandon exception events. |
| TimeInQueue | bigint | False | No | Duration from queue entry to queue abandon event in milliseconds. |
17.1.0.324 | Added for abandon exception events. |