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Interaction Center(IC) Data

Interaction Center Data

New schema dbo have been created for Interaction Center(IC) related tables, sprocs, views and triggers.


ININ_APP_VERSION Table

Interaction center major, minor, sub version information is stored in ININ_APP_VERSION table.

ININ_APP_VERSION Column Definitions

ININ_APP_VERSION Constraints



DataExtractorAudit Table

The name given to the Data Extractor Job, the configuration object for the Data Extractor job, the output folder where the Data Extractor will place the files for the job etc. is stored in DataExtractorAudit table.

DataExtractorAudit Column Definitions

DataExtractorAudit Constraints



AccountCodeMirror Table

AccountCodeMirror table.

AccountCodeMirror Column Definitions

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
AccountCode nvarchar (50) False Depends on customer usage

This is the account/billing code assigned to an interaction. This code is user defined.

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Description nvarchar (128) False Depends on customer usage

Account code description.

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I3TimeStampGMT datetime False No

System supplied date/time when row was sent to the IC Logging server for insertion into the table.

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SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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SubSiteId smallint False No

Not used in the current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

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AccountCodeMirror Constraints

Primary Key Name Type Column Name (sort order)
PK_AccountCodeMirror Non-clustered SiteId (Ascending)
AccountCode (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)

AgentActivityLog Table

Agent status change activities are stored in AgentActivityLog table. Agent statuses are defined as the list of user status messages configured in Interaction Administrator. StatusKey database value in this table is not localized, because it would be wrong if a customer were using more than one locale on a server. The value is localized on the report using the multi-locale support for status messages.

AgentActivityLog Column Definitions

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
UserId nvarchar (50) False Yes

User identifier of the agent whose status has changed. This is the User ID as defined in Interaction Administrator.

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StatusDateTime datetime False No

The date/time the agent's status started.

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StatusDateTimeGMT datetime False No

StatusDateTime, as previously mentioned, adjusted to Greenwich Mean Time. More accurately, this is "state" Date/Time GMT.

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ChangedStatus smallint False No

Flag indicating that the StatusKey changed in this status as compared to the previous status. 0 = No change, 1 = Changed.

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ChangedStatusGroup smallint False No

Flag indicating that the StatusGroup changed in this status as compared to the previous status. 0 = No change, 1 = Changed.

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ChangedLoggedIn smallint False No

Flag indicating that the agent's CIC logged in state changed in this state as compared to the previous state. 0 = No change, 1 = Changed.

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ChangedAcdLoggedIn smallint False No

Flag indicating that the Agent's ACD logged in state changed in this state as compared to the previous state. 0 = No change, 1 = Changed.

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StatusKey nvarchar (50) False Depends on customer usage

The status name associated with this state. Agent statuses are defined as the list of user status messages configured in Interaction Administrator. This database value is not localized, because it would be wrong if a customer were using more than one locale on a server. That is why it is a KEY. The value is localized on the report using the multi-locale support for status messages.

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StatusGroup nvarchar (50) False Depends on customer usage

The status group of the StatusKey. A status group is any grouping of agent status messages. A status message can only belong to one status group so this value relates directly back to StatusKey.

There are five predefined status groups in CIC: Available, Break, Followup, Training and Unavailable.

Beyond just grouping statuses, status groups provide a way to track specific time in a status as part of the Queue Period statistics information of an agent or distribution queue. See the tStatusGroup columns in the IAgentQueueStats and IWrkgrpQueueStats tables for more information.

It is possible to define your own custom groups. See the online help in Interaction Administrator for more information. It is also possible to make the group to status mapping a one to one mapping. No grouping is actually forced, just encouraged.

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LoggedIn smallint False No

Flag indicating that the agent was logged in to CIC for this state. 0 = False, 1 = True.

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AcdLoggedIn smallint False No

Flag indicating that the StatusKey of this status allowed the agent to take ACD interactions. 0 = False, 1 = True.

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StatusDnd smallint False No

Flag indicating that the StatusKey of this state was a Do Not Disturb status. 0 = False, 1 = True.

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StatusAcw smallint False No

Flag indicating that the StatusKey of this state was an After Call Work status. 0 = False, 1 = True.

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EndDateTime datetime False No

The end date/time of this state. The end of the state is signaled by some change of state that would change one of the values recorded in this log. That could be a change of StatusKey, LoggedIn, AcdLoggedIn, StatusDND or StatusAcw. It is possible that more than one of these was changed, or that only one of these has changed.

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EndDateTimeGMT datetime False No

End date/time (see EndDateTime) adjusted to Greenwich Mean Time.

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StateDuration int False No

Duration, in seconds, the previous status was active. The agent's current state duration will not be logged until their status has been changed.

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SeqNo smallint False No

Sequencing number to preserve the status change order when status changes for a user occurred in the same second. This value starts at zero and zero is the value that will be seen in most cases. If there is more than one status change to be reported in a second, the value will be incremented by one for each additional status change reported in that second.

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I3TimeStampGMT datetime False No

System supplied date and time when record was sent to the IC Logging server for insertion into the database.

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SiteId smallint False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

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SubSiteId smallint False No

Currently not used. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

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AgentActivityLog Constraints

Primary Key Name Type Column Name (sort order)
PK_AgentActivityLog Non-clustered UserId (Ascending)
SiteId (Ascending)
StatusDateTimeGMT (Ascending)
EndDateTimeGMT (Ascending)
SeqNo (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)
IX_StatusDateTime Non-clustered StatusDateTime (Ascending)

AgentQueueActivationHist Table

AgentQueueActivationHist table contains the CIC user name of the person with Access Control who activated or deactivated the User ID from a queue in Interaction Client or Interaction Supervisor.

AgentQueueActivationHist Column Definitions

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
UserId nvarchar (50) False Yes

The user name defined in Interaction Administrator for each agent logged into the system and who is a member of an ACD or Custom workgroup queue.

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ActivationDateTime datetime False No

The local date and time an agent was activated or deactivated in a queue. By default, agents are activated or deactivated in the queue in the following conditions:

  1. When an agent is activated or deactivated from the Workgroup Activation dialog in Interaction Client or Interaction Supervisor.
  2. When a user is added or removed from an ACD or Custom workgroup in Interaction Administrator.
  3. When an ACD or Custom workgroup is created or deleted in Interaction Administrator.
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ActivationDateTimeGMT datetime False No

Greenwich Mean Time-based agent activation or deactivation date and time.

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Workgroup nvarchar (50) False Depends on customer usage

The name of each ACD or Custom workgroup queue included in the parameter range.

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ActivationFlag smallint False No

When an agent is activated in a workgroup queue, the value is 1, which appears as Yes in the report. When an agent is deactivated, the value is 0, which appears as No in the Activated column of the report.

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HasQueueFlag smallint False No

Indicates if the named workgroup is defined in Interaction Administrator as a workgroup with a queue. In the current release, only workgroups with a queue can activate and deactivate agents. The value is 1 if the workgroup has a queue, which appears as Yes in the Has Queue? column. Otherwise, the value is 0.

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ActivatedBy nvarchar (50) False Yes

Contains the CIC user name of the person with Access Control who activated or deactivated the User ID from a queue in Interaction Client or Interaction Supervisor. If the change is made from Interaction Administrator, the value is "Administrator" followed by "User Added" or "User Removed", or "Workgroup Added" or "Workgroup Removed".

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SiteId smallint False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

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SubSiteId smallint False No

Reserved for future use.

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I3TimeStampGMT datetime False No

Timestamp value created at time of data creation used in automated data deletion process.

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AgentQueueActivationHist Constraints

Primary Key Name Type Column Name (sort order)
PK_AgentQueueActivationHist Non-clustered UserId (Ascending)
SiteId (Ascending)
ActivationDateTimeGMT (Ascending)
Workgroup (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)
IEUser Non-clustered UserId (Ascending)
SiteId (Ascending)
ActivationDateTime (Ascending)
IEWorkgroup Non-clustered Workgroup (Ascending)
SiteId (Ascending)
ActivationDateTime (Ascending)

AgentServiceLevelOverflows Table

AgentServiceLevelOverflows table contains the number of ACD interactions abandoned and answered for service levels first to sixth. The number of ACD interactions answered columns does not usually apply for agents.

AgentServiceLevelOverflows Column Definitions

AgentServiceLevelOverflows Constraints



AgentStatistics Table

The statistic about interactions for particular agent is stored in AgentStatistics table. E.g. the number of ACW sessions completed in the given period, number of outbound interactions made by agents, number of ACD related queue interactions that were in an Alerting state etc.

AgentStatistics Column Definitions

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
StatisticsSet int False No

A unique identifier representing this row.

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nEnteredAcd int False No

The number of ACD related queue interactions that entered this queue during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval.

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nAbandonedAcd int False No

The number of ACD related queue interactions that abandoned this queue during the interval. Interactions that transfer from one distribution queue to another distribution queue, where no agent ever answers the interaction in the first distribution queue, will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd.

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nGrabbedAcd int False No

This value is not currently supported.

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nLocalDisconnectAcd int False No

Number of ACD queue interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

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nLocalDisconnectAgentAlertAcd int False No

The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

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nLocalDisconnectAgentAcd int False No

The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

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nAlertedAcd int False No

Number of ACD related queue interactions that were in an Alerting state while in this queue. Note that interactions which transition to Alerting more than once are only counted once.

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nAnsweredAcd int False No

Number of ACD related queue interactions that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent. This number can exceed nEnteredACD for the agent's queue because interactions can enter the queue in the previous interval and then be answered in the current interval. Interactions are only answered once relative to the agent queue assignment.

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nAnswered int False No

Number of all interactions—ACD and non-ACD—that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent. See nAnsweredAcd for more information.

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nAcdSvcLvl int False No

Number of seconds in the first service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more info.

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nAnsweredAcdSvcLvl int False No

The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

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nAnsweredAcdSvcLvl1 int False No

The number of ACD interactions answered in the first service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl2 int False No

The number of ACD interactions answered in the second service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl3 int False No

The number of ACD interactions answered in the third service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl4 int False No

The number of ACD interactions answered in the fourth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl5 int False No

The number of ACD interactions answered in the fifth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl6 int False No

The number of ACD interactions answered in the sixth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl int False No

The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

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nAbandonAcdSvcLvl1 int False No

The number of ACD interactions abandoned in the first service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl2 int False No

The number of ACD interactions abandoned in the second service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl3 int False No

The number of ACD interactions abandoned in the third service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl4 int False No

The number of ACD interactions abandoned in the fourth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl5 int False No

The number of ACD interactions abandoned in the fifth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl6 int False No

The number of ACD interactions abandoned in the sixth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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tGrabbedAcd int False No

This value is not currently supported.

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tAnsweredAcd int False No

The sum of the time in seconds of all ACD interactions that were in queue before entering a Client_Connected state.

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mtAnsweredAcd int False No

The maximum time in seconds that an interaction was in the queue before entering a Client_Connected state.

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tAbandonedAcd int False No

The sum of the time in seconds all abandoned ACD interactions were in queue before they abandoned.

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tTalkAcd int False No

The sum of the time, in seconds, all ACD interactions spent from when they first entered a Client_Connected state until the time the ACD interactions went inactive or flowed out of the queue.

It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval.

Interactions might have entered the queue in the previous interval. It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note: tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

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tTalkCompleteAcd int False No

Counts the total talk time of a call in the period in which it completed, unlike tTalkAcd which counts the talk time for each period it is counted in.

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nHoldAcd int False No

Number of ACD interactions that were placed on hold while in this queue.

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tHoldAcd int False No

The sum of the time, in seconds, all ACD interactions spent on hold while in this queue.

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nSuspendedAcd int False No

For future changes.

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tSuspendedAcd int False No

For future changes.

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nHeldSpanAcd int False No

For future changes.

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nAcw int False No

Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions.

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tAcw int False No

The sum of the time, in seconds, the agent spent in an After Call Work status, also known as wrap up time. The count starts when an interaction goes inactive, usually due to a local or remote disconnect, and ends when the agent leaves the After Call Work status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note: tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

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tAcwComplete int False No

Counts the total ACW Time for the completed ACW sessions. This includes the total time for each session even if it spanned multiple statistic intervals.

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nExternToInternCalls int False No

Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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nExternToInternAcdCalls int False No

Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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nInternToExternCalls int False No

Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

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nInternToExternAcdCalls int False No

Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

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nInternToInternCalls int False No

Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

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nInternToInternAcdCalls int False No

Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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tExternToInternCalls int False No

Sum of seconds for all interactions from external locations to internal extensions.

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tExternToInternAcdCalls int False No

Sum of seconds for ACD interactions from external locations to internal extensions.

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tInternToExternCalls int False No

Sum of seconds for all interactions from internal extensions to external locations.

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tInternToExternAcdCalls int False No

Sum of seconds for ACD interactions from internal extensions to external locations.

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tInternToInternCalls int False No

Sum of seconds for all interactions from internal extensions to internal extensions.

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tInternToInternAcdCalls int False No

Sum of seconds for ACD interactions from internal extensions to internal extensions. This includes ACD Interactions transferred between agents in the same distribution queue. Both agents are credited with the ACD interaction.

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nAcwCalls int False No

Number of outbound interactions made by the agent during After Call Work time. If the agent places an interaction after handling an ACD interaction, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. CIC assumes that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees an ACD interaction or conditions on the agent queue that would count as an AcwCall, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

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tAcwCalls int False No

Sum of time, in seconds, the agent spent on outbound interactions during After Call Work time. Also see nAcwCalls.

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nTransferedAcd int False No

Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without beingconnected to a user.

Only set for Callinteraction types.

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nNotAnsweredAcd int False No

Number of ACD interactions that were not answered when presented to the agent as an Alerting interaction. nNotAnsweredAcd interactions will also count towards nFlowOutAcd

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tAlertedAcd int False No

Sum of the time, in seconds, ACD interactions spent in an Alerting state on this user queue. Also referred to as Ring time.

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nFlowOutAcd int False No

The number of ACD interactions that flowed out during this interval. Flow outs are defined as queue interactions that were removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to not reach an inactive state, and thus flow out, would be a queue interaction that is transferred.

Also, nNotAnsweredAcd. towards nFlowOutAcd.

Another possible reason for a flow out to occur would be from hunt group alerts. A multiple alert for hunt group places the same interaction on multiple user/agent queues. The interaction is considered a flow out in each of the user queues were the users do not answer. This would mean a large number of flow outs could be generated for each member of the hunt group when using this type of interaction routing.

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tFlowOutAcd int False No

Sum of seconds ACD interactions were in queue before being counted in nFlowOutAcd. See nFlowOutAcd for more information.

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nStartWaitAlertAcdCalls int False No

Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

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nStartActiveAcdCalls int False No

Number of ACD interactions that were active with an agent at start of the interval.

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nStartHeldAcdCalls int False No

Number of ACD interactions that were held at start of the interval.

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nEndWaitAlertAcdCalls int False No

Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

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nEndActiveAcdCalls int False No

Number of ACD interactions that are active with an agent at the end of the interval.

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nEndHeldAcdCalls int False No

Number of ACD interactions that are held at the end of the interval.

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nTransferWithinAcdCalls int False No

Not implemented for this release.

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nTransferOutAcdCalls int False No

Currently not implemented in this release.

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nDisconnectAcd int False No

Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

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tAgentAcdLoggedIn int False No

Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the Status allows ACD calls box checked. By default, only the Available status has this box checked. All three conditions must be met to count toward tAgentAcdLoggedIn time. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls. This statistic can be used to track Idle Time.

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tAgentAcdLoggedIn2 int False No

Same as tAgentAcdLoggedIn but the agent's status has no effect to this statistic.

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tAgentLoggedInDiluted int False No

Not meaningful relative to an agent queue because an agent cannot be a member of more than one agent queue. See IWrkgrpQueueStats.

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CustomValue1 int False No

Custom value for customer use.

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CustomValue2 int False No

Custom value for customer use.

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CustomValue3 int False No

Custom value for customer use.

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CustomValue4 int False No

Custom value for customer use.

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CustomValue5 int False No

Custom value for customer use.

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CustomValue6 int False No

Custom value for customer use.

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nSecuredIVR int True No

Not currently implemented.

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tSecuredIVR int True No

Not currently implemented.

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tAgentLoggedIn int True No

The time, in seconds, that the agent was logged in to the client. This time is divided between the agent's statuses in tAgentOnAcdCall, tAgentOnOtherAcdCal, tAgentInAcw, tAgentOnNonAcdCall, tAgentAvailable, tAgentDnd, and tAgentNotAvailable.

The values in these status fields are adjusted up or down so their sum equals tAgentLoggedIn. Because rounding differences can cause loss of seconds whenever one time is summed as parts broken down by seconds, rounded values are adjusted to insure there is no difference in the sum.

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tAgentAvailable int True No

Sum of time, in seconds, agents were in an available status, whether or not the agent is activated. This column relates specifically to the agent and not the interaction type, meaning it is not limited to ACDavailable statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

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tAgentDnd int True No

Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDND is part of a set of values that must always sum up to tAgentLoggedIn. It is driven by the combination of ACD availability and client status.

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tAgentTalk int True No

Sum of time, in seconds, the agent was on ACD interactions from first Client_Connected until end of ACW for this queue.

Note: tAgentTalk is tTalkACD + tACW, and should be thought of as tHandleTime.

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tAgentOtherBusy int True No

Sum of the time, in seconds, agents were working on interactions (ACD and non-ACD) for queues other this one.

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tAgentOnAcdCall int True No

Sum of the time in seconds the agent was working on ACD connected interactions for the workgroup

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tAgentOnOtherAcdCall int True No

Sum of the time in seconds the agent was working on ACD connected interactions for other workgroups

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tAgentInAcw int True No

Sum of the time, in seconds the agent was in an After Call Work state.

Note: tAgentInAcw is for the Workgroup and User rows of statistics that are associated with tACW, and will include the tACW time. For other rows, tACW will not be included in tAgentInAcw, but instead will be counted as ACD time of another Workgroup and be in tAgentOnOtherAcdCall and tAgentOtherBusy. For non-ACW time, manual follow-up not associated with an ACD interaction, the time in a follow-up status will be included in tAgentInAcw and tAgentStatusACW.

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tAgentOnNonAcdCall int True No

Sum of the time, in seconds the agent was working on non-ACD interactions.

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tAgentNotAvailable int True No

Sum of the time, in seconds, the agent was not available to take ACD interactions, but was logged in to the system.

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AgentStatistics Constraints

Primary Key Name Type Column Name (sort order)
PK_AgentStatistics Clustered StatisticsSet (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_AgentStatistics_StatSet StatisticsSet StatProfile StatisticsSet Yes

AgentStatus Table

Total time spend by agent in various statuses like ACW, DND, Group Break etc. is stored in AgentStatus table.

AgentStatus Column Definitions

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
StatisticsSet int False No

A unique identifier representing this row.

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tAgentStatusDnd int False No

Sum of the time, in seconds, the agent was in a Do Not Disturb status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value can differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

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tAgentStatusAcw int False No

Sum of the time, in seconds, the agent was in an After call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value can differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

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tStatusGroupFollowup int False No

Sum of the time, in seconds, the agent was in any status that belongs to the status group Followup.

A status group is any grouping of agent status messages. There are five predefined groups in CIC: Available, Break, Followup, Training, and Unavailable. Beyond just grouping statuses, status groups provide a way to track specific time in a status as part of the interval information of an agent or distribution queue. See the StatusGroup column in the AgentActivityLog table for more information.

It is possible to define your own custom groups. See the online help in Interaction Administrator for more information. It is also possible to make the group to status mapping a one to one mapping. No grouping is actually forced, just encouraged.

Note: For the IAgentQueueStats view, the tStatusGroupFollowup column will always be 0 (zero) in the workgroup row, and the value is populated only for the workgroup summary row.

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tStatusGroupBreak int False No

Sum of time, in seconds, the agent was in any status that belongs to the status group Break. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupBreak column will always be 0 (zero) in the workgroup summary row.

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tStatusGroupTraining int False No

Sum of time, in seconds, the agent was in any status that belongs to the status group Training. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupTraining column will always be 0 (zero) in the workgroup summary row.

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AgentStatus Constraints

Primary Key Name Type Column Name (sort order)
PK_AgentStatus Clustered StatisticsSet (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_AgentStatus_StatSet StatisticsSet StatProfile StatisticsSet Yes

Contacts Table

Contacts table contains the contact information like first name, last name, home address, business address etc.

Contacts Column Definitions

Contacts Constraints



DirectorAgentStatistics Table

DirectorAgentStatistics table stores the number of processes or routes entered, fail or success status etc.

DirectorAgentStatistics Column Definitions

DirectorAgentStatistics Constraints



DirectorStatsGroup Table

DirectorStatsGroup table.

DirectorStatsGroup Column Definitions

DirectorStatsGroup Constraints



DirectorWrkGrpStatistics Table

DirectorWrkGrpStatistics table.

DirectorWrkGrpStatistics Column Definitions

DirectorWrkGrpStatistics Constraints



DQConfig Table

DQConfig table.

DQConfig Column Definitions

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
ConfigurationSet int False No

The unique identifier referencing this service level configuration settings.

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dIntervalStartUTC datetime False No

The UTC time that this service level configuration was introduced.

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nServiceLevel int False No

First dimension. The possible values depend on the type of data. Please refer to each of the queue period data.

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cServiceLevels varchar (1024) True No

A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against.

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DQConfig Constraints

Primary Key Name Type Column Name (sort order)
PK_DQConfig Clustered ConfigurationSet (Ascending)


Index Name Type Column Name (sort order)
UX_DQConfig Unique non-clustered nServiceLevel (Ascending)
cServiceLevels (Ascending)

DQServiceLevelOverflows Table

DQServiceLevelOverflows table contains the service level (bucket) configuration settings that the statistics row was tabulated against.

DQServiceLevelOverflows Column Definitions

DQServiceLevelOverflows Constraints



DQStatistics Table

Time in seconds that an interaction was in the queue before entering a Client_Connected state and other queue related information is stored DQStatistics table.

DQStatistics Column Definitions

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
StatisticsSet int False No

A unique identifier representing this row.

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nEnteredAcd int False No

The number of ACD related queue interactions that entered this queue during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval. An interaction is only counted as having entered once relative to this queue assignment.

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nAbandonedAcd int False No

The number of ACD related queue interactions that abandoned this queue during the interval. Interactions that transfer from one to another distribution queue where no agent ever answers the interaction in the first distribution queue will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd. See the section in the Interval Queue Data summary section earlier in this document for more information on abandons.

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nGrabbedAcd int False No

This value is not currently supported.

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nLocalDisconnectAcd int False No

Number of ACD queue interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

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nLocalDisconnectAgentAlertAcd int False No

The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

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nLocalDisconnectAgentAcd int False No

The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

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nAlertedAcd int False No

Number of ACD related queue interactions that were in an 'Alerting' state while in this queue (interactions which transition to 'Alerting' more than once are only counted once).

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nAnsweredAcd int False No

Number of ACD related queue interactions that were answered by agents that were members of this queue. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. An interaction is only counted as answered once relative to this queue assignment. If the interaction is transferred to another agent within the same distribution queue and is answered by another agent, it is still only counted once. Voice mail interactions are considered abandons and do not count towards nAnsweredAcd. This value can exceed nEnteredACD for a distribution queue because interactions can enter the queue in the previous interval and be answered in the current interval.

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nAnswered int False No

Number of all interactions (ACD and non-ACD) that were answered by the agents that were members of this queue. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. See nAnsweredAcd for more information.

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nAcdSvcLvl int False No

Number of seconds in the first service level. For more information, see the description of service levels in the Interval Queue Data summary section above.

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nAnsweredAcdSvcLvl int False No

The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

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nAnsweredAcdSvcLvl1 int False No

Number of ACD interactions answered in first service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl2 int False No

Number of ACD interactions answered in second service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl3 int False No

Number of ACD interactions answered in third service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl4 int False No

Number of ACD interactions answered in fourth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl5 int False No

Number of ACD interactions answered in fifth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl6 int False No

Number of ACD interactions answered in sixth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAbandonAcdSvcLvl int False No

The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

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nAbandonAcdSvcLvl1 int False No

Number of ACD interactions abandoned in first service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl2 int False No

Number of ACD interactions abandoned in second service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl3 int False No

Number of ACD interactions abandoned in third service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl4 int False No

Number of ACD interactions abandoned in fourth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl5 int False No

Number of ACD interactions abandoned in fifth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl6 int False No

Number of ACD interactions abandoned in sixth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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tGrabbedAcd int False No

This value is not currently supported.

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tAnsweredAcd int False No

The sum of the time, in seconds, of all ACD interactions that were in queue before entering 'Client_Connected' state. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

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mtAnsweredAcd int False No

The maximum time, in seconds, an ACD interaction was in the queue before entering a 'Client_Connected' state. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

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tAbandonedAcd int False No

The sum of the time, in seconds, all abandoned ACD interactions were in queue before they abandoned during this interval. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

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tTalkAcd int False No

The sum of the time, in seconds, all ACD interactions spent from when they first entered a 'Client_Connected' state until the time the ACD interactions went inactive or flowed out of the queue. It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval. Interactions might have entered the queue in the previous interval.

It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note: tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

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tTalkCompleteAcd int False No

Counts the total talk time of a call in the period in which it completed, unlike tTalkAcd which counts the talk time for each period it is counted in.

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nHoldAcd int False No

Number of ACD related interactions that were placed on hold while in this queue.

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tHoldAcd int False No

The sum of the time, in seconds, all ACD interactions spent on hold while in this queue.

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nSuspendedAcd int False No

For future changes.

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tSuspendedAcd int False No

For future changes.

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nHeldSpanAcd int False No

For future changes.

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nAcw int False No

Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions.

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tAcw int False No

The sum of the time, in seconds, agents spent in an After Call Work status (also known as wrap up time). The count starts when an interaction goes inactive (usually due to a local or remote disconnect) and ends when the agent leaves the 'After Call Work' status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note: tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

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tAcwComplete int False No

Counts the total ACW Time for the completed ACW sessions. This includes the total time for each session even if it spanned multiple statistic intervals.

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nExternToInternCalls int False No

Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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nExternToInternAcdCalls int False No

Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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nInternToExternCalls int False No

Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

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nInternToExternAcdCalls int False No

Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

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nInternToInternCalls int False No

Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

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nInternToInternAcdCalls int False No

Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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tExternToInternCalls int False No

Sum of seconds for all interactions from external locations to internal extensions.

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tExternToInternAcdCalls int False No

Sum of seconds for ACD interactions from external locations to internal extensions.

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tInternToExternCalls int False No

Sum of seconds for all interactions from internal extensions to external locations.

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tInternToExternAcdCalls int False No

Sum of seconds for ACD interactions from internal extensions to external locations.

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tInternToInternCalls int False No

Sum of seconds for all interactions from internal extensions to internal extensions.

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tInternToInternAcdCalls int False No

Sum of seconds for ACD interactions from internal extensions to internal extensions. This includes ACD Interactions transferred between agents in the same distribution queue. Both agents are credited with the ACD interaction.

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nAcwCalls int False No

Number of outbound interactions made by agents during After Call Work time. If an agent places an interaction after handling an ACD interaction, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. It is assumed that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees ACD or conditions on the agent that would count as an AcwCall, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

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tAcwCalls int False No

Sum of time, in seconds, the agent spent on outbound interactions during 'After Call Work' time. Also see nAcwCalls.

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nTransferedAcd int False No

Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without being connected to a user.

Only set for Call interaction types.

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nNotAnsweredAcd int False No

Number of ACD interactions that were not answered when presented to agents as an 'Alerting' interaction.

The nNotAnsweredAcd column is only incremented when an interaction that is presented to an agent as an 'Alerting' interaction is not answered and the interaction is removed from the queue without reaching an inactive state. For example, when a call enters a marketing queue and alerts agent1 and then agent--and neither agent answers the call--and agent3 is alerted and answers the call, nNotAnsweredAcd is incremented by 1 for agent1 and agent2, but is not incremented for agent3 and the marketing workgroup queue.

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tAlertedAcd int False No

Sum of the time, in seconds, ACD interactions spent in an 'Alerting' state on agent queues. Also referred to as Ring time.

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nFlowOutAcd int False No

The number of ACD interactions that flowed out during this interval. Flow outs are defined as queue interactions that were removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to not reach an inactive state, and thus flow out, would be a queue interaction that is transferred. nNotAnsweredAcd interactions will also count towards nFlowOutAcd

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tFlowOutAcd int False No

Sum of seconds ACD interactions were in queue before being counted in nFlowOutAcd. See nFlowOutAcd for more information. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue.

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nStartWaitAlertAcdCalls int False No

Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

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nStartActiveAcdCalls int False No

Number of ACD interactions that were active with an agent at start of the interval.

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nStartHeldAcdCalls int False No

Number of ACD interactions that were held at start of the interval.

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nEndWaitAlertAcdCalls int False No

Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

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nEndActiveAcdCalls int False No

Number of ACD interactions that are active with an agent at the end of the interval.

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nEndHeldAcdCalls int False No

Number of ACD interactions that are held at the end of the interval.

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nTransferWithinAcdCalls int False No

Not implemented for this release.

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nTransferOutAcdCalls int False No

Not implemented for this release.

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nDisconnectAcd int False No

Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

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CustomValue1 int False No

Custom value for customer use.

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CustomValue2 int False No

Custom value for customer use.

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CustomValue3 int False No

Custom value for customer use.

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CustomValue4 int False No

Custom value for customer use.

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CustomValue5 int False No

Custom value for customer use.

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CustomValue6 int False No

Custom value for customer use.

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nSecuredIVR int True No

Not currently implemented.

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tSecuredIVR int True No

Not currently implemented.

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tAgentTalk int True No

Sum of time, in seconds, the agent was on ACD interactions from first Client_Connected until end of ACW for this queue.

Note: tAgentTalk is tTalkACD + tACW, and should be thought of as tHandleTime.

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DQStatistics Constraints

Primary Key Name Type Column Name (sort order)
PK_DQStatistics Clustered StatisticsSet (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_DQStatistics_StatSet StatisticsSet StatProfile StatisticsSet Yes

DQStatus Table

The sum of the time, in seconds that the agent was logged in, activated in the queue, available to take interactions, in ACW, in DND etc. is stored in DQStatus table.

DQStatus Column Definitions

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
StatisticsSet int False No

A unique identifier representing this row.

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tAgentLoggedIn int False No

The time, in seconds, that the agent was logged in to the client. This time is divided between the agent's statuses in tAgentOnAcdCall, tAgentOnOtherAcdCal, tAgentInAcw, tAgentOnNonAcdCall, tAgentAvailable, tAgentDnd, and tAgentNotAvailable.

The values in these status fields are adjusted up or down so their sum equals tAgentLoggedIn. Because rounding differences can cause loss of seconds whenever one time is summed as parts broken down by seconds, rounded values are adjusted to insure there is no difference in the sum.

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tAgentAvailable int False No

Sum of time, in seconds, agents were in an available status, whether or not the agent is activated. This column relates specifically to the agent and not the interaction type, meaning it is not limited to ACD-available statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

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tAgentOtherBusy int False No

Sum of the time, in seconds, agents were working on interactions (ACD and non-ACD) for queues other this one.

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tAgentOnAcdCall int False No

Sum of the time in seconds the agent was working on ACD connected interactions for the workgroup

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tAgentOnOtherAcdCall int False No

Sum of the time in seconds the agent was working on ACD connected interactions for other workgroups

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tAgentInAcw int False No

Sum of the time, in seconds, agents were in an 'After call Work' state.

Note tAgentInAcw is for the Workgroup and User rows of statistics that are associated with tACW, and will include the tACW time. For other rows, tACW will not be included in tAgentInAcw, but instead will be counted as ACD time of another Workgroup and be in tAgentOnOtherAcdCall and tAgentOtherBusy. For non-ACW time, manual follow-up not associated with an ACD interaction, the time in a follow-up status will be included in tAgentInAcw and tAgentStatusACW.

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tAgentOnNonAcdCall int False No

Sum of the time, in seconds, agents were working on non-ACD interactions.

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tAgentDnd int False No

Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDnd is one of a group of values which might correlate to tAgentLoggedIn time. It is driven by the combination of ACD availability and client status.

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tAgentNotAvailable int False No

Sum of the time, in seconds, agents were not available to take ACD interactions, but were logged in to the system.

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tAgentAcdLoggedIn int False No

Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the 'Status allows ACD calls' box checked. By default, only the Available status has this box checked. All three conditions of the agent must be met to count toward tAgentAcdLoggedIn time: 1. Agent must be logged in; 2. Agent must be in a status that has Status Allows ACD calls selected; 3. Agent must be activated in the workgroup queue. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls. Note: If given permission in IA, an agent can change his or her workgroup status in CIC clients, affecting individual workgroup totals.

This statistic can be used to track Idle Time.

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tAgentAcdLoggedIn2 int False No

Same as tAgentAcdLoggedIn but the agent's status has no effect to this statistic.

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tAgentStatusDnd int False No

Sum of the time, in seconds, agents were in a 'Do Not Disturb' status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value may differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

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tAgentStatusAcw int False No

Sum of the time, in seconds, agents were in an After Call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value may differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

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tAgentLoggedInDiluted int False No

The diluted logged in time, in seconds, for agents who are members of this queue. Calculated by dividing the time the agents were logged in by the number of queues the agents were a member of. For example, if this queue has 10 agents who were only members of this queue and were logged in for 1800 seconds, the value would be 18000. If 5 of these agents became members of a second queue and were logged in for the same amount of time to the second queue, the value would be 900 x 5 which is 4500 plus 9000 (for the 5 agents who were not a member of any other queue) for a total of 13500.

 4.0.106.453 4.0 Release
tStatusGroupFollowup int False No

Sum of time, in seconds, agents were in any status that belongs to the status group 'Followup'. A Status Group is any grouping of agent status messages. There are five predefined groups in CIC: Available, Break, Followup, Training, and Unavailable. Beyond just grouping statuses, Status Groups provide a way to track specific time in a status as part of the interval information of an agent or distribution queue. See the StatusGroup column in the AgentActivityLog table for more information. It is possible to define your own custom groups. See the online help in Interaction Administrator for more information. It is also possible to make the group to status mapping a one to one mapping. No grouping is actually forced, just encouraged.

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tStatusGroupBreak int False No

Sum of time, in seconds, agents were in any status that belongs to the status group Break. See tStatusGroupFollowup for more information.

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tStatusGroupTraining int False No

Sum of time, in seconds, agents were in any status that belongs to the status group Training. See tStatusGroupFollowup for more information.

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DQStatus Constraints

Primary Key Name Type Column Name (sort order)
PK_DQStatus Clustered StatisticsSet (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_DQStatus_StatSet StatisticsSet StatProfile StatisticsSet Yes

EE_AbandonEvents Table

Event date/time (UTC) when the exception was captured, Queue Name ID for captured exception is stored in EE_AbandonEvents table.

EE_AbandonEvents Column Definitions

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.

EE_AbandonEvents Constraints

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)

EE_FlowOutEvents Table

Target Queue ID for captured exception, duration from queue entry until remote disconnect without being connected is stored in EE_FlowOutEvents table.

EE_FlowOutEvents Column Definitions

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.

EE_FlowOutEvents Constraints

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)

EE_TransferEvents Table

Transfer events are captured in EE_TransferEvents table. E.g. Transferring (source) CIC User name ID, target CIC User name ID, target queue type etc.

EE_TransferEvents Column Definitions

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.

EE_TransferEvents Constraints

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)

EnhancedIAChangeLog Table

Changes made in interaction administrator are stored in EnhancedIAChangeLog table. Information could be IA container for which the change was made, application ID that the change was made from, Local time and Greenwich mean time of the change etc.

EnhancedIAChangeLog Column Definitions

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
EnhancedIAChangeLogId int False No

Unique ID for the change

 16.1.0.378 Added for IA Enhanced Change Log.
ChangeDateTime datetime False No

Local server date and time when the change was made.

 16.1.0.378 Added for IA Enhanced Change Log.
ChangeTime nchar (8) False No

Local time of the change.

 16.1.0.378 Added for IA Enhanced Change Log.
ChangeDateTimeGMT datetime False No

Greenwich Mean Time for when the change was made.

 16.1.0.378 Added for IA Enhanced Change Log.
UserId nvarchar (50) False Yes

The user ID that made the change.

 16.1.0.378 Added for IA Enhanced Change Log.
StationId nvarchar (50) False Depends on customer usage

The ID of the computer from which the change was made. This may also be the IP address in when the change was made from ICWS or IceLib APIs

 16.1.0.378 Added for IA Enhanced Change Log.
ChangeType nvarchar (50) False No

The type of change that was made. The values are Addition, Modification, Deletion, and Initial. Initial is the data taken when the system takes a snapshot point of the DS data.

 16.1.0.378 Added for IA Enhanced Change Log.
EntryKey nvarchar (128) False No

Is the specific item the change affects.

 16.1.0.378 Added for IA Enhanced Change Log.
EntryClass nvarchar (50) False No

Represents the IA container for which the change was made. Licenses and Skills are special cases. "License" denotes a change from the License Allocation container. "UserLicense" represents the license change was made from the user container. "StationLicense" represents the change was made from the stations container. Skills is represented in a similar manner. "Skills" denotes a change from Skills container, "SkillsUser" represents a change to the user from the skills container, and "SkillsWorkgroup" indicates a change to the workgroup from the Skills container.

 16.1.0.378 Added for IA Enhanced Change Log.
I3TimeStampGMT datetime False No

The Date/Time the entry was sent for insertion into the table.

 16.1.0.378 Added for IA Enhanced Change Log.
SiteId smallint False No

Site ID

 16.1.0.378 Added for IA Enhanced Change Log.
SubSiteId smallint False No

Reserved for future use.

 16.1.0.378 Added for IA Enhanced Change Log.
ApplicationID smallint False No

Application ID that the change was made from. The ID number corresponds to the one ID found in the ICApplications Table

 16.1.0.378 Added for IA Enhanced Change Log.

EnhancedIAChangeLog Constraints

Primary Key Name Type Column Name (sort order)
PK_EnhancedIAChangeLog Clustered EnhancedIAChangeLogId (Ascending)


Index Name Type Column Name (sort order)
IX_EnhancedIAChangeLog Non-clustered EnhancedIAChangeLogId (Ascending)

ETLBookmarks Table

ETLBookmarks table contains ETL books mark information like errorcode sequence number etc.

ETLBookmarks Column Definitions

ETLBookmarks Constraints



FaxEnvelopeHist Table

Information for transmitting fax like name of the sending company, sender name, number of pages transferred, transfer speed etc is stored in FaxEnvelopeHist table.

FaxEnvelopeHist Column Definitions

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
EnvelopeId bigint False No

An identifier for the fax envelope. Each received or sent fax number will have its own envelope ID.

 18.3.0.44 IC-144421
EnvelopeTimeStamp int False No

A time stamp for the envelope ID. The EnvelopeTimeStamp is used with the Envelope ID to create a unique value over time. This timestamp cannot be translated into any usable real world date or time.

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FaxId bigint False No

An identifier for the fax. Each fax received or sent will have a fax ID. It is possible for the same fax to have multiple envelope IDs if sent to multiple recipients.

 18.3.0.44 IC-144421
FaxTimeStamp int False No

A time stamp for the fax ID. The Fax Time Stamp is used with the Fax ID to create a unique value over time. This timestamp cannot be translated into any usable real world date or time.

 4.0.106.453 4.0 Release
CallIdKey char (18) False No

An identifier for the call ID used to receive or make the fax attempt. This identifier should be equal to the Call ID in the CallDetail log.

Note The format and use of this field is reserved, and it should not be used as anything more than an opaque identifier. The format of this field might be changed at any time. This field is documented for descriptive purposes only.

 4.0.106.453 4.0 Release
ProcessingDateTime datetime False No

The date and time that the fax was processed.

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ProcessingDateTimeGmt datetime False No

The date and time that the fax was processed adjusted to Greenwich Mean Time

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SuccessFlag char (1) False No

Indicates whether the fax transmission was a success or a failure. F = failure and S = success.

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RemoteCSId varchar (50) True Potentially

The station ID of the remote fax machine. This is the fax machine that is external to the CIC system.

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RemoteNumber varchar (50) True No

The fax number of the remote fax machine. This is the fax machine that is external to the CIC system.

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T30 varchar (50) True No

Fax specific addressing. This information will be specific to the fax machine and contains the T.30 string sent from the remote fax machine or sent by the CIC system.

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PortName nvarchar (50) True No

The CIC port name where the fax was processed.

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PortNumber int False No

The CIC port number where the fax was processed

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Duration int False No

The length of the transmission expressed in seconds

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Speed int False No

The speed of the transmission expressed in BPS

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PageCount int False No

The number of pages transmitted.

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ErrorInfo nvarchar (1024) True No

Internal CIC errors on why faxes failed to transmit. This includes driver and TS errors.

 4.0.106.453 4.0 Release
SignalQuality int False No

The quality of the fax transmission expressed as unit/range specific to the fax hardware used in the transmission and might not be provided with all fax hardware.

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SignalStrength int False No

The strength of the signal expressed as unit/range specific to the fax hardware used in the transmission and may not be provided with all fax hardware.

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LineNoise int False No

The amount of line noise expressed as unit/range specific to the fax hardware used in the transmission and might not be provided with all fax hardware.

 4.0.106.453 4.0 Release
Header varchar (128) True Depends on customer usage

Transmitting Fax Only: The header information at the top of each fax.

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SendWhen int False No

Transmitting Fax Only: A flag indicating when the fax will be transmitted. 0 = ASAP, 1 = Scheduled Time, and 2 = Cheap hours.

 4.0.106.453 4.0 Release
CheapBeginDateTime datetime False No

Transmitting Fax Only: The beginning of the off or cheap hours. This information is only present if SendWhen = 2.

 4.0.106.453 4.0 Release
CheapEndDateTime datetime False No

Transmitting Fax Only: The end of the off or cheap hours. This information is only present if SendWhen = 2.

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ScheduledDateTime datetime False No

Transmitting Fax Only: Scheduled time to send fax. This information is only present if SendWhen = 1.

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Retries int False No

Transmitting Fax Only: Number of retries requested for the fax. Each fax, by default, will have one attempt. The first attempt is not included in the retry number.

 4.0.106.453 4.0 Release
RetryDelay int False No

Transmitting Fax Only: The number of seconds between fax attempts.

 4.0.106.453 4.0 Release
SubmitDateTime datetime False No

The date and time that the fax was submitted to the CIC system for processing. The SubmitDateTime will match the ProcessingDatetime for incoming faxes.

 4.0.106.453 4.0 Release
SenderName nvarchar (50) True Yes

Transmitting Fax Only: The CIC User ID of the user who submitted the fax for processing.

 4.0.106.453 4.0 Release
NotifyOnSuccess int False No

Transmitting Fax Only: This value will be 1 if the sender is to be notified on successful fax transmission. By default the value is zero.

 4.0.106.453 4.0 Release
SuccessAddress varchar (1024) True No

Transmitting Fax Only: If NotifyOnSuccess = 1, then this is the e-mail address of the person/persons to be notified of successful fax transmission.

 4.0.106.453 4.0 Release
NotifyOnFailure int False No

Transmitting Fax Only: This value will be 1 if the sender is to be notified on failed fax transmissions. By default the value is zero.

 4.0.106.453 4.0 Release
FailureAddress varchar (1024) True Yes

Transmitting Fax Only: If NotifyOnSuccess = 1, then this is the email address of the person/persons to be notified of failed fax transmissions.

 4.0.106.453 4.0 Release
FailureAttempts int False No

Transmitting Fax Only: The number of the fax attempt. When the number of FailureAttempts is greater than the Retries, the fax is considered to be failed.

 4.0.106.453 4.0 Release
FailureType int False No

Transmitting Fax Only: The reason the fax failed to transmit. 1 = Busy, 2 = No Answer, 3 = No Remote Fax Detected, and 4 = Unknown. 0 = Successful Transmission

 4.0.106.453 4.0 Release
MaxBPS int False No

Transmitting Fax Only: The maximum allowed BPS. This value can be set by the sender.

 4.0.106.453 4.0 Release
DeviceGroup nvarchar (50) True Depends on customer usage

Transmitting Fax Only: The user requested device group to be used to transmit the fax. In IA, you can create named groups of fax stations.

For example, imagine this scenario that has 4 fax stations, which are used for two purposes: First to handle normal inbound/outbound daily faxing, and second to handle large fax broadcasts to thousands of users.

Without fax groups, a fax broadcast to thousands of users would tie up all the fax stations for hours or days and your normal inbound/outbound faxing would be down. In this case you could, for example, create a fax group called FaxBroadcast which includes only two of the fax stations and set this fax group name on each broadcast fax. This will restrict the faxes to using only stations included in the group.

 4.0.106.453 4.0 Release
CoverPageName nvarchar (50) True Depends on customer usage

Transmitting Fax Only: The name of the type of cover page used, such as Confidential, Fax1, Fax2.

 4.0.106.453 4.0 Release
ToCompany nvarchar (50) True Depends on customer usage

Transmitting Fax Only: The name of the company of the fax recipient as entered on the cover page.

 4.0.106.453 4.0 Release
ToName nvarchar (50) True Depends on customer usage

Transmitting Fax Only: The name of the fax recipient

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ToVoicePhone nvarchar (50) True Depends on customer usage

Transmitting Fax Only: The telephone number of the fax recipient.

 4.0.106.453 4.0 Release
FromName nvarchar (50) True Depends on customer usage

Transmitting Fax Only: The name of the fax sender as entered on the cover page. This name can be different from the SenderName as this name is not system driven, but entered by the sender.

 4.0.106.453 4.0 Release
FromFaxPhone nvarchar (50) True Depends on customer usage

Transmitting Fax Only: The fax number of the sender as entered on the cover page.

 4.0.106.453 4.0 Release
FromVoicePhone nvarchar (50) True Depends on customer usage

Transmitting Fax Only: The phone number of the sender as entered on the cover page.

 4.0.106.453 4.0 Release
FromCompany nvarchar (50) True Depends on customer usage

Transmitting Fax Only: The name of the sending company as entered by the sender on the cover page.

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FaxComment nvarchar (1024) True Depends on customer usage

Transmitting Fax Only: Any comments entered by the sender for the fax.

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LocalCSId nvarchar (50) True No

The station ID of the internal (CIC) fax machine. This is the fax machine that is internal to the CIC system.

 4.0.106.453 4.0 Release
I3TimeStampGMT datetime False No

The system supplied date and time of when the row was added or inserted into the table.

 4.0.106.453 4.0 Release
SiteId smallint False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 4.0.106.453 4.0 Release
SubSiteId smallint False No

Not used in this release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

 4.0.106.453 4.0 Release
Direction tinyint False No

The direction of the fax. 1 = incoming and 0 = outgoing.

 4.0.106.453 4.0 Release
SubmitDateTimeGMT datetime False No

The Greenwich Mean Time of Submit Date/Time

 4.0.106.453 4.0 Release

FaxEnvelopeHist Constraints

Primary Key Name Type Column Name (sort order)
PK_FaxEnvelopeHist Non-clustered SiteId (Ascending)
EnvelopeId (Ascending)
EnvelopeTimeStamp (Ascending)
CallIdKey (Ascending)


Index Name Type Column Name (sort order)
FaxEnvelopeFaxId Non-clustered SiteId (Ascending)
FaxId (Ascending)
FaxTimeStamp (Ascending)
FaxEnvelopeHistCallId Non-clustered SiteId (Ascending)
CallIdKey (Ascending)
FaxEnvelopeHistProcTime Non-clustered SiteId (Ascending)
ProcessingDateTime (Ascending)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)

IAAttributeLog Table

The name of the attribute that was changed in interaction administrator, new value that is set for attribute and previous value are stored in IAAttributeLog table.

IAAttributeLog Column Definitions

IAAttributeLog Constraints



IAChangeLog Table

Changes made in interaction administrator are stored in IAChangeLog table.

IAChangeLog Column Definitions

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
ChangeDateTime datetime False No

Date/time of the change.

 4.0.106.453 4.0 Release
ChangeTime char (8) False No

Time of the change.

 4.0.106.453 4.0 Release
ChangeDateTimeGMT datetime False No

Date/time of the change adjusted to Greenwich Mean Time.

 4.0.106.453 4.0 Release
UserId nvarchar (50) False Yes

User identifier of the user whose configuration has changed. This is the User ID as defined in Interaction Administrator

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StationId nvarchar (50) False Depends on customer usage

Identifier of station whose configuration has changed.

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ChangeType varchar (50) False No

Type of change. Expected values are "Created", "Deleted", "Renamed", "Modified"

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EntryKey nvarchar (128) False No

Entry path of the directory services key changed. Includes key name.

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EntryClass nvarchar (50) False No

Directory services class of the key that was changed. Typical values are "User" or "Report Log".

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I3TimeStampGMT datetime False No

System supplied date/time when the row was sent to the IC Logging server for insertion into the database.

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SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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SubSiteId smallint False No

The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

 4.0.106.453 4.0 Release

IAChangeLog Constraints

Primary Key Name Type Column Name (sort order)
PK_IAChangeLog Non-clustered ChangeDateTimeGMT (Ascending)
SiteId (Ascending)
EntryClass (Ascending)
ChangeType (Ascending)
EntryKey (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)
IEChangeTime Non-clustered ChangeDateTime (Ascending)
EntryClass (Ascending)
SiteId (Ascending)
IEEntryKey Non-clustered EntryKey (Ascending)
ChangeDateTime (Ascending)
SiteId (Ascending)
IEStationId Non-clustered StationId (Ascending)
ChangeDateTime (Ascending)
SiteId (Ascending)
IEUserId Non-clustered UserId (Ascending)
ChangeDateTime (Ascending)
SiteId (Ascending)

IALicenseAttributeLog Table

ACD Media 2 and ACD Media 3 licenses information is stored in IALicenseAttributeLog table.

IALicenseAttributeLog Column Definitions

IALicenseAttributeLog Constraints



IALicenseLookup Table

IALicenseLookup table is to store an identifier that gets stored in IALicenseAttributeLog table instead of storing the full license name.

IALicenseLookup Column Definitions

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
IALicenseLookupId smallint False No

An identifier that gets stored in IALicenseAttributeLog table instead of storing the full license name.

 16.1.0.378 Added for IA Enhanced Change Log.
License nvarchar (200) False No

This is the name of a license, for example, I3_ACCESS_ACD_MEDIA_1.

 16.1.0.378 Added for IA Enhanced Change Log.

IALicenseLookup Constraints

Primary Key Name Type Column Name (sort order)
PK_IALicenseLookup Clustered License (Ascending)


ICApplications Table

ICApplications table contains the name of an application that runs on an IC Server or connects to an IC Server.

ICApplications Column Definitions

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
Id smallint False No

An identifier that gets stored in certain tables: LoginLogoutChangelog and EnhancedIAChangelog, instead of storing the full application name.

 15.2.0.516 Added for storing application login and logout information.
ApplicationName nvarchar (50) False No

This is the name of an application that runs on an IC Server or connects to an IC Server.

 15.2.0.516 Added for storing application login and logout information.

ICApplications Constraints

Primary Key Name Type Column Name (sort order)
PK_ICApplications Clustered Id (Ascending)


Index Name Type Column Name (sort order)
IX_Applications Non-clustered ApplicationName (Ascending)

ICDirChangeLog Table

The directory changed information like list of the attributes that were modified or created is stored ICDirChangeLog table.

ICDirChangeLog Column Definitions

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
ChangeDateTime datetime False No

Date/time of the change.

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ChangeTime char (8) False No

Time of the change as a string.

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ChangeDateTimeGMT datetime False No

Date/time of the change adjusted to Greenwich Mean Time.

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NotificationType varchar (50) False No

Type of notification. Expected values are:

  • Created
  • Deleted
  • Renamed
  • Modified
  • Inactive Created
  • Inactive Deleted
  • Inactive Renamed
  • Inactive Modified
Inactive types designate changes that occur in inactive portions of the configuration tree.		 4.0.106.453 4.0 Release
EntryName nvarchar (50) False No

Name of the entry changed.

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EntryPath nvarchar (128) False No

Full path, including key, of the entry that was changed.

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EntryClass nvarchar (50) False No

Directory Services class of the key that was changed. Typical values are User or Report Log.

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ListOfAttributes nvarchar (255) True No

List of the attributes that were modified or created. This column allows NULL values.

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I3TimeStampGMT datetime False No

System supplied date time when the row was sent to the IC Logging server for insertion into the table.

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SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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SubSiteId smallint False No

Not used in this release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

 4.0.106.453 4.0 Release

ICDirChangeLog Constraints

Primary Key Name Type Column Name (sort order)
PK_ICDirChangeLog Non-clustered ChangeDateTimeGMT (Ascending)
SiteId (Ascending)
EntryClass (Ascending)
EntryName (Ascending)
NotificationType (Ascending)
EntryPath (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)
IEChangeTime Non-clustered ChangeDateTime (Ascending)
EntryClass (Ascending)
SiteId (Ascending)
IEEntryName Non-clustered EntryName (Ascending)
ChangeDateTime (Ascending)
SiteId (Ascending)
IEEntryPath Non-clustered EntryPath (Ascending)
ChangeDateTime (Ascending)
SiteId (Ascending)

ICErrorCodeLookup Table

Error code in ICErrorCodeLookup table used to display/log description for that error code.

ICErrorCodeLookup Column Definitions

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
ICErrorCode nvarchar (50) False No

Error Code

 15.2.0.516 Added for storing application login and logout information.
ErrorDescription nvarchar (50) False No

Error Description

 15.2.0.516 Added for storing application login and logout information.

ICErrorCodeLookup Constraints

Primary Key Name Type Column Name (sort order)
PK_ICErrorCodeLookup Clustered ICErrorCode (Ascending)


ILineGroupStats Table

Line group information like number of lines configured, sum of time for all lines in this group were busy or seized during this interval, sum of time for lines active in this group were available for service etc. is stored in ILineGroupStats table.

ILineGroupStats Column Definitions

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
GroupId nvarchar (50) False Depends on customer usage

Group Identifier as configured in CIC. The line group must have the ReportFlag set true (in IA) for this data to be generated.

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dIntervalStart datetime False No

Starting date/time of the interval. The interval is a server parameter value setup in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports.

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nDuration smallint False No

Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non-standard length.

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nEntered int False No

Number of interactions that entered or appeared on lines in this group.

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mEntered int False No

The maximum number of concurrent calls that were active on the line group within the interval.

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tActiveLines int False No

The Sum of time, in seconds, each line in the group was active during this interval. For most intervals this would be N (for each line) * nDuration. Since lines might be activated or deactivated during the interval, this number might contain a portion of time that a line was active. tActiveLines / nDuration equals the average number of active lines that were in this line group for the interval. If there were no changes to the line group in the interval, the number will be whole.

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tAllBusy int False No

Sum of time, in seconds, ALL lines in this group were busy or seized during this interval.

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tSeized int False No

Sum of time, in seconds, lines in this group were busy or seized for interval.

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nEnteredOutbound int False No

Number of interactions that entered the line group for outbound use.

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nOutboundBlocked int False No

Number of interactions that tried to enter the line group for outbound use, but were blocked because of ALL lines being busy.

Note: nOutboundBlocked is not currently implemented and the value of zero (0) is displayed for this column.

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tResourceAvailable int False No

Sum of time, in seconds, lines active in this group were available for service. This should not exceed tActiveLines, but can be less if the system takes a line out of service because of detected signaling problems.

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I3TimeStampGMT datetime False No

System supplied date time when the row was sent to the IC Logging server for insertion into the table.

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SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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SubSiteId smallint False No

Not used in the current version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

 4.0.106.453 4.0 Release

ILineGroupStats Constraints

Primary Key Name Type Column Name (sort order)
PK_ILineGroupStats Non-clustered dIntervalStart (Ascending)
SiteId (Ascending)
GroupId (Ascending)
I3TimeStampGMT (Ascending)
nDuration (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)

ILineStats Table

The lines configured for CIC, interactions entered or blocked in the linegroup is stored in ILineStats table.

ILineStats Column Definitions

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
LineId nvarchar (50) False Depends on customer usage

Line name or identifier as configured in CIC.

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dIntervalStart datetime False No

Starting date/time of the interval. The interval is a server parameter value setup in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports.

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nDuration smallint False No

Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a nonstandard length.

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nEntered int False No

Number of interactions that entered or appeared on this line.

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tSeized int False No

Sum of time that the line was busy or seized for the interval.

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nEnteredOutbound int False No

Number of interactions that entered the line for outbound use.

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nOutboundBlocked int False No

Number of interactions that were blocked because the line was busy when they tried to enter the line for outbound use.

Note: nOutboundBlocked is not currently implemented and the value of zero (0) is displayed for this column.

 4.0.106.453 4.0 Release
tResourceAvailable int False No

Sum of time the line was available for service. The system may take a line out of service because of detected signaling problems.

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I3TimeStampGMT datetime False No

System supplied date time when the row was sent to the IC Logging server for insertion into the table.

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SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

 4.0.106.453 4.0 Release
SubSiteId smallint False No

Not used in the current version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

 4.0.106.453 4.0 Release

ILineStats Constraints

Primary Key Name Type Column Name (sort order)
PK_ILineStats Non-clustered dIntervalStart (Ascending)
SiteId (Ascending)
LineId (Ascending)
I3TimeStampGMT (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)

InteractionCustomAttributes Table

Custom attribute information for interaction is stored in InteractionCustomAttributes table.

InteractionCustomAttributes Column Definitions

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.

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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.

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CustomNum2 int True No

Custom number column.

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CustomNum3 int True No

Custom number column.

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CustomNum4 int True No

Custom number column.

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CustomNum5 int True No

Custom number column.

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CustomNum6 int True No

Custom number column.

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CustomNum7 int True No

Custom number column.

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CustomNum8 int True No

Custom number column.

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CustomNum9 int True No

Custom number column.

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CustomString1 nvarchar (50) True Depends on customer usage

Custom number column.

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CustomString2 nvarchar (50) True Depends on customer usage

Custom number column.

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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

InteractionCustomAttributes Constraints

Primary Key Name Type Column Name (sort order)
PK_InteractionCustomAttributes Non-clustered InteractionIDKey (Ascending)
SiteID (Ascending)
SeqNo (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
IX_IntxCustomAttr_SiteID_IntxIDKey Non-clustered SiteID (Ascending)

InteractionSegmentDetail Table

Interaction has various segments. Sequence number of each segment, segment log, a multi value URI representation of the interaction history is stored in InteractionSegmentDetail table.

InteractionSegmentDetail Column Definitions

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

InteractionSegmentDetail Constraints

Primary Key Name Type Column Name (sort order)
PK_InteractionSegmentDetail Non-clustered InteractionIDKey (Ascending)
SiteID (Ascending)
SeqNo (Ascending)


Index Name Type Column Name (sort order)
IX_IntxSegDetail_StartDT_UTC Clustered StartDateTimeUTC (Ascending)

InteractionSummary Table

Interaction summary like text description related to call, first ACD Skillset value assigned, media type, media server assigned, DNIS, line information is stored in InteractionSummary table.

InteractionSummary Column Definitions

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.

InteractionSummary Constraints

Primary Key Name Type Column Name (sort order)
PK_InteractionSummary Non-clustered InteractionIDKey (Ascending)
SiteID (Ascending)
SeqNo (Ascending)


Index Name Type Column Name (sort order)
IX_IntxSummary_InitiatedDT Clustered InitiatedDateTimeUTC (Ascending)
SiteID (Ascending)
IX_IntxSummary_IntxID Non-clustered InteractionID (Ascending)
SiteID (Ascending)
SeqNo (Ascending)
IX_IntxSummary_LastLocalUserID Non-clustered LastLocalUserId (Ascending)
IX_IntxSummary_MediaType_SiteID Non-clustered MediaType (Ascending)
SiteID (Ascending)
IX_IntxSummary_StartDT_UTC Non-clustered StartDateTimeUTC (Ascending)

InteractionSummaryEx Table

InteractionSummaryEx table.

InteractionSummaryEx Column Definitions

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

 20.1.0.0 IC-155825
SiteID smallint False No

SiteID of the Interaction where it disconnected.

 20.1.0.0 IC-155825
SeqNo tinyint False No

SeqNo will only be used when the interaction is persisted and recreated with the same InteractionIDKey.

 20.1.0.0 IC-155825
StartDateTimeUTC datetime2 False No

StartDateTime (UTC) for the Interaction ID.

 20.1.0.0 IC-155825
StartDTOffset int False No

Offset to Server local time, in milliseconds, for the UTC StartDateTime.

 20.1.0.0 IC-155825
CallEventLog nvarchar (MAX) False No

Call Event log

 20.1.0.0 IC-155825

InteractionSummaryEx Constraints

Primary Key Name Type Column Name (sort order)
PK_InteractionSummaryEx Non-clustered InteractionIDKey (Ascending)
SiteID (Ascending)
SeqNo (Ascending)


InteractionWrapup Table

The wrapup codes entered for an interaction are captured in InteractionWrapup table.

InteractionWrapup Column Definitions

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

The Interaction ID Key represented by this row.

 4.0.106.453 4.0 Release
WrapupSegmentID smallint False No

The wrap-up code segment identifier. Note that this identifier is meant only for representing wrap-up segment, not any other segments.

 15.3.0.384 Updated data type to allow values greater than 255.
SourceInteractionIDKey char (18) False No

The Source Interaction ID Key represented by this row. Note that this identifier is meant only for representing wrap-up segment, not any other segments.

 4.0.106.453 4.0 Release
SiteID smallint False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 4.0.106.453 4.0 Release
SeqNo tinyint False No

For future use.

 4.0.106.453 4.0 Release
UserID nvarchar (50) True Yes

The user queue that this record went into.

 4.0.106.453 4.0 Release
WorkgroupID nvarchar (100) True Depends on customer usage

The workgroup queue that this record went into.

 4.0.106.453 4.0 Release
WrapupRequired bit True No

Whether this record requires a wrap-up code or not. At this point, only wrap-up required interaction will make it to the table. 1 (required) or 0 (not required).

 4.0.106.453 4.0 Release
WrapupCode nvarchar (50) True Depends on customer usage

There are two system wrap-up codes for call segments that end in a transfer, requiring a wrap-up code. These two wrap-up codes do not appear in Interaction Administrator, but they do appear in reporting and review of interactions.
These are the wrap-up codes:
'~~WRAPUP-CONSULT' that is used for call segments which end in consult transfers
'~~WRAPUP-TRANSFER ' that is used for call segments which end in blind transfers

 4.0.106.453 4.0 Release
WrapupCategory nvarchar (50) True Depends on customer usage

The wrap-up category for the given wrap-up code at the time that the wrap-up code was entered.

 4.0.106.453 4.0 Release
WrapupIncompleteReason char (1) True No

For future use.

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WrapupStartDateTimeUTC datetime2 True No

The start for this wrap-up segment in UTC.

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WrapupStartDTOffset int True No

The offset for the start for this wrap-up segment to make it a local time.

 4.0.106.453 4.0 Release
tConnected numeric True No

The time in milliseconds that this wrap-up segment stayed as connected.

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tAcw numeric True No

The sum of the time, in milliseconds, the agent spent in an After Call Work status (also known as wrap up time). The count starts when an item goes inactive, usually due to a local or remote disconnect, and the count ends when the agent leaves the After Call Work status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

4.0.106.453 4.0 Release
nHold int True No

Number of ACD items that were placed on hold while in this queue.

 4.0.106.453 4.0 Release
tHold numeric True No

The sum of the time, in milliseconds, all ACD items spent on hold while in this queue.

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nSuspend int True No

For future use.

 4.0.106.453 4.0 Release
tSuspend numeric True No

For future use.

 4.0.106.453 4.0 Release
nSupervisorRequest int True No

For future use.

 4.0.106.453 4.0 Release

InteractionWrapup Constraints

Primary Key Name Type Column Name (sort order)
PK_InteractionWrapup Non-clustered InteractionIDKey (Ascending)
WrapupSegmentID (Ascending)
SourceInteractionIDKey (Ascending)
SiteID (Ascending)
SeqNo (Ascending)


Index Name Type Column Name (sort order)
IX_IntxWrapup_StartDT_UTC Clustered WrapupStartDateTimeUTC (Ascending)
SiteID (Ascending)
IX_IntxWrapup_UserID Non-clustered UserID (Ascending)
IX_IntxWrapup_WorkgroupID Non-clustered WorkgroupID (Ascending)

IVRHistory Table

IVR Event information like Enter application(INAPP), Exit application(OUTAPP), Enter menu(INMENU), Exit menu(OUTMENU), Path taken(PATH) is stored in IVRHistory table.

IVRHistory Column Definitions

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
InteractionKey char (18) False No

Unique string identifier for an Interaction. Same as CallId in CallDetail table, or CallIdKey in FaxEnvelopeHist table.

 4.0.106.453 4.0 Release
SiteId smallint False No

Site identifier for the interaction

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SubSiteId smallint False No

Not used in the current version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

 4.0.106.453 4.0 Release
dEventTime datetime False No

Datetime event occurred.

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SeqNo smallint False No

Sequence number of event. If more than one event occurs for this InteractionKey in a second, then the sequence number will be incremented for each additional interaction that occurred. Normally this value will be 0.

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cEventType varchar (10) True No

Event that has occurred. The event will define the meaning of the columns that follow.

  • 'INAPP' - Enter application (ApplicationName)
  • 'OUTAPP' - Exit application (ApplicationName, AbortFlag)
  • 'INMENU' - Enter menu (MenuName)
  • 'OUTMENU' - Exit menu (MenuName, AbortFlag)
  • 'PATH' - Path taken (Path Name, AbortFlag) includes agent and disconnect.
 4.0.106.453 4.0 Release
cEventData1 nvarchar (50) True Potentially

See cEventType for definition of this value.

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cEventData2 nvarchar (50) True No

See cEventType for definition of this value.

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cEventData3 nvarchar (50) True No

See cEventType for definition of this value.

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I3TimeStampGMT datetime False No

Timestamp value created at time of data creation used in automated data deletion process.

 4.0.106.453 4.0 Release

IVRHistory Constraints

Primary Key Name Type Column Name (sort order)
PK_IVRHistory Non-clustered InteractionKey (Ascending)
SiteId (Ascending)
dEventTime (Ascending)
SeqNo (Ascending)


Index Name Type Column Name (sort order)
cEventType Non-clustered cEventType (Ascending)
SiteId (Ascending)
dEventTime Non-clustered dEventTime (Ascending)
SiteId (Ascending)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)

IVRInterval Table

The information related to IVR flow is stored in IVRInterval table, current level previous level, exit path etc.

IVRInterval Column Definitions

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
IVRIntervalId int False No

This column and the column SiteId make up the primary key for the IVRInterval table

 4.0.106.453 4.0 Release
cLevelName nvarchar (50) False Depends on customer usage

Application for which this data is reported. "*" will be used when reporting for all activities in IVR. This will be the concatenation of the Level Names defining the current level separated by '|'. Example 'Profile1|Schedule2|Application3'

 4.0.106.453 4.0 Release
nLevel tinyint False No

Level of the statistics. Profile=1, Schedule=2, Application/Complex Operation=3, Menu=4, Task=5.

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ParentLevels nvarchar (200) False Depends on customer usage

Parent levels refer to the Attendant node above the current node. In the case where the current node is the root (nLevel=1), there will be no parent node.

 4.0.106.453 4.0 Release
cExitPath nvarchar (250) False Depends on customer usage

Path for which this data is reported. An "*" will be used when this is a summary row of all activity for the Application and Menu. The path reported is the exit path from the menu. When the exit reason is transfer to a Queue, then the path will be reported as "Transfer WG:{Queue Name}". When the exit reason is a transfer to a user or station queue, the path will be "Transfer User" or "Transfer Station". When the exit reason is an abort of IVR, then the path will be "Abort". "Disconnect" will be used when an interaction disconnects while still in IVR.

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SiteId smallint False No

Site Identifier of site reporting data.

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SubSiteId smallint False No

Not used in the current version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

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dIntervalStart datetime False No

Starting time of the interval.

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dIntervalStartGMT datetime False No

Starting time of the interval adjusted to GMT.

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nDuration int False No

Duration of reporting interval in seconds starting from the dIntervalStart.

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nEnteredFirst int False No

Number of interactions entering this level / path the first time.

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nEnteredRepeat int False No

Number of interactions repeating an entry to this level / path.

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nDurationFirst int False No

Seconds from entry until exit of level taking path for the first time.

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nDurationRepeat int False No

Seconds from reentry until exit of level or taking path again.

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nExitCode int False No

Code indicating the type of exit associated with the level. 0 = Not an abort, 1 = Abort. This might contain other values in the future as other exit types are added.

 4.0.106.453 4.0 Release
I3TimeStampGMT datetime False No

Timestamp value created at time of data creation used in automated data deletion process.

 4.0.106.453 4.0 Release

IVRInterval Constraints

Primary Key Name Type Column Name (sort order)
PK_IVRInterval Non-clustered IVRIntervalId (Ascending)
SiteId (Ascending)


Index Name Type Column Name (sort order)
cLevelName Non-clustered cLevelName (Ascending)
SiteId (Ascending)
SubSiteId (Ascending)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)
IEIntervalStart Non-clustered dIntervalStart (Ascending)
cLevelName (Ascending)
SiteId (Ascending)

IWrapUpStats Table

IWrapUpStats table contains wrap up stats like report group name, distribution queue etc.

IWrapUpStats Column Definitions

IWrapUpStats Constraints



LineConfig Table

Configuration like line type, line direction, active status etc is stored in LineConfig table.

LineConfig Column Definitions

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
LineId nvarchar (50) False Depends on customer usage

Identifier for the line.

 4.0.106.453 4.0 Release
ActiveFlag smallint False No

Flag indicating if the line configuration is an active or inactive configuration. Normally, inactive lines would be ignored by reports. 1 = Active, 0 = Inactive.

 4.0.106.453 4.0 Release
Direction varchar (20) False No

Line direction.

 4.0.106.453 4.0 Release
LineType varchar (50) False No

Line or board type of the line. Expected values would be Analog, T1, and E1.

 4.0.106.453 4.0 Release
PhoneNumber varchar (20) False Depends on customer usage

Phone number of the line.

 4.0.106.453 4.0 Release
I3TimeStampGMT datetime False No

System supplied date/time when this row was sent to the IC Logging server for insertion into the table.

 4.0.106.453 4.0 Release
SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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SubSiteId smallint False No

Not used in this current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

 4.0.106.453 4.0 Release

LineConfig Constraints

Primary Key Name Type Column Name (sort order)
PK_LineConfig Non-clustered LineId (Ascending)
SiteId (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)

LineGroupConfig Table

Line group configuration is stored in LineGroupConfig table.

LineGroupConfig Column Definitions

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
GroupId nvarchar (50) False Depends on customer usage

Group identifier or name of the line group.

 4.0.106.453 4.0 Release
Description nvarchar (50) False Depends on customer usage

Description of the line group from the CIC configuration.

 4.0.106.453 4.0 Release
DialGroupFlag smallint False No

Flag that indicates if the line group is used by CIC for dialing. Not all groups need be configured for use as a dialing group. 1 = True, 0 = False.

 4.0.106.453 4.0 Release
ReportFlag smallint False No

Flag that indicates if the group is to be included in reports. If the flag is false, this line group will be excluded from line group reports. 1 = True, 0 = False.

 4.0.106.453 4.0 Release
I3TimeStampGMT datetime False No

System supplied date/time when the row was sent to the IC Logging server for insertion into the table.

 4.0.106.453 4.0 Release
SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

 4.0.106.453 4.0 Release
SubSiteId smallint False No

Not used in this release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

 4.0.106.453 4.0 Release

LineGroupConfig Constraints

Primary Key Name Type Column Name (sort order)
PK_LineGroupConfig Non-clustered GroupId (Ascending)
SiteId (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)

LineGroupLines Table

LineGroupLines table.

LineGroupLines Column Definitions

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
GroupId nvarchar (50) False Depends on customer usage

Group identifier for the line group.

 4.0.106.453 4.0 Release
LineId nvarchar (50) False Depends on customer usage

Line identifier for a line in the Line Group.

 4.0.106.453 4.0 Release
I3TimeStampGMT datetime False No

System supplied date/time when row was sent to the IC Logging server for insertion into the table.

 4.0.106.453 4.0 Release
SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

 4.0.106.453 4.0 Release
SubSiteId smallint False No

Not used in this release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

 4.0.106.453 4.0 Release

LineGroupLines Constraints

Primary Key Name Type Column Name (sort order)
PK_LineGroupLines Non-clustered GroupId (Ascending)
LineId (Ascending)
SiteId (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)

LoginLogoutChangeLog Table

IC user login logout action with timestamp are stored in LoginLogoutChangeLog table.

LoginLogoutChangeLog Column Definitions

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
Id int False No

A unique identifier representing this row.

 15.2.0.516 Added for storing application login and logout information.
ApplicationId smallint False No

The client Application ID.

 15.2.0.516 Added for storing application login and logout information.
Action smallint False No

The action type, for example, Login or Logout.

 15.2.0.516 Added for storing application login and logout information.
ActionDateTime datetime2 False No

The timestamp when the action happens.

 15.2.0.516 Added for storing application login and logout information.
ActionDateTimeGMT datetime2 False No

The GMT timestamp when the action happens.

 15.2.0.516 Added for storing application login and logout information.
UserId nvarchar (50) True Yes

The userid, who logged in to or logged out from the application.

 15.2.0.516 Added for storing application login and logout information.
Station nvarchar (50) True Depends on customer usage

The station used to log in to or log out from the application.

 15.2.0.516 Added for storing application login and logout information.
ICServer nvarchar (50) True No

The machine or IC server the application logged in to or logged out from.

 15.2.0.516 Added for storing application login and logout information.
SessionManagerInstanceId nvarchar (50) True No

The SessionManager instance Id.

 15.2.0.516 Added for storing application login and logout information.
ActionResult nvarchar (50) True No

The result of the login/logout action. This will be an error code if the login/logout action fails. If the action succeeds, the value will be null.

 15.2.0.516 Added for storing application login and logout information.
I3TimeStampGMT datetime False No

Used by the data records purging mechanism.

 15.2.0.516 Added for storing application login and logout information.
SiteId smallint False No

The site identifier.

 15.2.0.516 Added for storing application login and logout information.

LoginLogoutChangeLog Constraints

Primary Key Name Type Column Name (sort order)
PK_LoginLogoutChangeLog Clustered Id (Ascending)


QueueNameLookup Table

QueueNameLookup is lookup table for queue ID.

QueueNameLookup Column Definitions

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.

QueueNameLookup Constraints

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)

RPT_categories Table

Report template categories information is stored in RPT_categories table.

RPT_categories Column Definitions

RPT_categories Constraints



RPT_custom_data Table

RPT_custom_data table contains custom data related to report templates.

RPT_custom_data Column Definitions

RPT_custom_data Constraints



RPT_flexible_columns Table

Report templates flexible columns are stored in RPT_flexible_columns table.

RPT_flexible_columns Column Definitions

RPT_flexible_columns Constraints



RPT_metadata_updates Table

RPT_metadata_updates table.

RPT_metadata_updates Column Definitions

RPT_metadata_updates Constraints



RPT_parameters Table

Parameters like class name, column name, data type, default value which can be configured to Report templates are stored in RPT_parameters table.

RPT_parameters Column Definitions

RPT_parameters Constraints



RPT_reports Table

Maximum rows in report, report orientation, report file name, report id, run count etc. report related data fetched from RPT_reports table.

RPT_reports Column Definitions

RPT_reports Constraints



RPT_sections Table

Report section name and corresponding id is stored in RPT_sections table.

RPT_sections Column Definitions

RPT_sections Constraints



RPT_system_settings Table

System logo file, first day of week, timeout period is stored in RPT_system_settings table.

RPT_system_settings Column Definitions

RPT_system_settings Constraints



RPT_tables Table

Repot name, table name, IC data source is stored in RPT_tables table.

RPT_tables Column Definitions

RPT_tables Constraints



SegmentExceptions Table

SegmentExceptions table contains the segments details of abandoned ACD Interactions such as destination, remote number, queue of segment etc.

SegmentExceptions Column Definitions

SegmentExceptions Constraints



SegmentFacts Table

Segment information captured like segment id, segment type, segment duration, interaction answered by which agent is stored in SegmentFacts table.

SegmentFacts Column Definitions

SegmentFacts Constraints



SGServiceLevelOverflows Table

Status group ACD interactions abandoned, answered service levels are stored in SGServiceLevelOverflows table.

SGServiceLevelOverflows Column Definitions

SGServiceLevelOverflows Constraints



SGStatistics Table

SGStatistics is status group statistics table.

SGStatistics Column Definitions

SGStatistics Constraints



SMSDeliveryReceipts Table

Amount of attempts to deliver messages to the end user for the same InteractionIdKey, The name of the broker source configured in IA that was used for attempting to deliver messages etc is stored in SMSDeliveryReceipts table.

SMSDeliveryReceipts Column Definitions

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
StartDateTimeUTC datetime2 False No

Start Date/Time (UTC) when the delivery receipt was received with success or failure for the Interaction ID. This is either Push Time Stamp that comes with the broker http POST parameters or if not specified the timestamp when the delivery receipt is tracked.

 16.4.0.316 Added for SMS Improvements.
InteractionIDKey char (18) False No

Call ID (Please refer to Interaction Summary Table)

 16.4.0.316 Added for SMS Improvements.
SiteID smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data. (Please refer to Interaction Summary Table)

 16.4.0.316 Added for SMS Improvements.
SeqNo tinyint False No

SeqNo will only be used when the interaction is persisted and recreated with the same InteractionIDKey. (Please refer to Interaction Summary Table)

 16.4.0.316 Added for SMS Improvements.
InteractionID bigint False No

Call ID/Interaction ID of the interaction. This is what displayed in our interaction client.

16.4.0.316 Added for SMS Improvements.
SuccessCount int False No

Amount of messages successfully delivered to the end user for the same InteractionIdKey.

 16.4.0.316 Added for SMS Improvements.
FailureCount int False No

Amount of messages that failed to be delivered to the end user for the same InteractionIdKey.

 16.4.0.316 Added for SMS Improvements.
AttemptCount int False No

Amount of attempts to deliver messages to the end user for the same InteractionIdKey with the condition that one attempt is allowed per message. If AttemptCount is higher than the sum of SuccessCount and FailureCount for some InteractionIdKey, then the broker did not provide a final delivery status for some messages, so their status is not known.

 16.4.0.316 Added for SMS Improvements.
Broker nvarchar (50) False No

The name of the broker source configured in IA that was used for attempting to deliver messages for the same InteractionIdKey.

 16.4.0.316 Added for SMS Improvements.

SMSDeliveryReceipts Constraints

Primary Key Name Type Column Name (sort order)
PK_SMSDeliveryReceipts Non-clustered InteractionIDKey (Ascending)
SiteID (Ascending)
SeqNo (Ascending)


SMSTracking Table

Actual message, send time etc information is stored in SMSTracking table.

SMSTracking Column Definitions

SMSTracking Constraints



SpeedDial Table

SpeedDial table contains speed dial number, contact source etc.

SpeedDial Column Definitions

SpeedDial Constraints



SpeedDialList Table

SpeedDialList table.

SpeedDialList Column Definitions

SpeedDialList Constraints



StatDimensions Table

An id for the set of report hierarchies and dimension is stored in StatDimensions table.

StatDimensions Column Definitions

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
DimensionSet int False No

The unique identifier referencing a set of report hierarchies.

 4.0.106.453 4.0 Release
SummDimensionSet int True No

The unique identifier referencing a set of report hierarchies for summary dimensions. This identifier can be translated back to the report hierarchies with this table. The system reuses the DimensionSet for identical report hierarchies set.

 4.0.106.453 4.0 Release
cType char (1) False No

Type of Queue statistics data.

Value Description
A; Agent
W Workgroup
S Statistics Group
4.0.106.453 4.0 Release
cDimension1 nvarchar (50) False Yes

First dimension. The possible values depend on the type of data. Please refer to each of the queue period data.

 4.0.106.453 4.0 Release
cDimension2 nvarchar (50) False Depends on customer usage

Second dimension. The possible values depend on the type of data. Please refer to each of the queue period data.

 4.0.106.453 4.0 Release
cDimension3 nvarchar (50) False No

Third dimension. The possible values depend on the type of data. Please refer to each of the queue period data.

 4.0.106.453 4.0 Release
cDimension4 nvarchar (50) False No

Fourth dimension. The possible values depend on the type of data. Please refer to each of the queue period data.

 4.0.106.453 4.0 Release

StatDimensions Constraints

Primary Key Name Type Column Name (sort order)
PK_StatDim_DimSet Clustered DimensionSet (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_StatDimensions_SummStatDim SummDimensionSet StatDimensions DimensionSet Yes

Index Name Type Column Name (sort order)
SD_CDim1Covering Unique non-clustered cDimension1 (Ascending)
cDimension2 (Ascending)
cDimension3 (Ascending)
cDimension4 (Ascending)
cType (Ascending)
SD_SummDimSet Non-clustered SummDimensionSet (Ascending)
cDimension1 (Ascending)

StatProfile Table

Service level configuration settings id, starting time of interval, duration of the interval is stored in StatProfile table.

StatProfile Column Definitions

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
StatisticsSet int False No

A unique identifier referencing this row.

 4.0.106.453 4.0 Release
DimensionSet int False No

The report hierarchies set that the above StatisticsSet represents. This identifier can be translated back to the report hierarchies set using StatDimensions table.

 4.0.106.453 4.0 Release
dIntervalStart datetime False No

Starting date/time of the interval based on the local time that the physical IC server resides that the above StatisticsSet represents. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times may be visible in the reports.

 4.0.106.453 4.0 Release
I3TimeStampGMT datetime False No

System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

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SiteId smallint False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

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nDuration int False No

The duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non-standard length.

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dIntervalStartUTC datetime True No

Holds dIntervalStart time UTC.

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ConfigurationSet int False No

The unique identifier representing the service level configuration settings when this statistics was tabulated.

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SchemaMajorVersion tinyint False No

The major version that this row was written in. This is meant to distinguish migrated and native data.

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SchemaMinorVersion tinyint False No

The minor version that this row was written in. This is meant to distinguish migrated and native data.

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StatProfile Constraints

Primary Key Name Type Column Name (sort order)
PK_StatProfile Clustered StatisticsSet (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_StatProfile_StatDim DimensionSet StatDimensions DimensionSet Yes
FK_StatProfile_DQConf ConfigurationSet DQConfig ConfigurationSet Yes

Index Name Type Column Name (sort order)
SP_DimSetCovering Unique non-clustered DimensionSet (Ascending)
dIntervalStart (Ascending)
I3TimeStampGMT (Ascending)
SiteId (Ascending)
SP_dIntCovering Non-clustered dIntervalStart (Ascending)
DimensionSet (Ascending)
SiteId (Ascending)
nDuration (Ascending)
SP_I3TimSit Non-clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)

UserWorkgroups Table

UserWorkgroups table.

UserWorkgroups Column Definitions

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
UserId nvarchar (50) False Yes

User identifier for a user configured in CIC.

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WorkGroup nvarchar (50) False Depends on customer usage

Workgroup for which the user is currently a member in CIC.

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QueueFlag tinyint False No

Flag that indicates if the workgroup has a queue. Workgroups can be created without queues and are typically used for organization purposes at a site. This flag allows reports to use queue or non-queue workgroups, where appropriate, based on the type of report being executed. 'N' = No queue, 'Y' = Has Queue.

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I3TimeStampGMT datetime False No

System supplied date time when the row was sent to the IC Logging server for insertion into the table.

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SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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SubSiteId smallint False No

Not used in the current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

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UserWorkgroups Constraints

Primary Key Name Type Column Name (sort order)
PK_UserWorkgroups Clustered WorkGroup (Ascending)
UserId (Ascending)
SiteId (Ascending)


Index Name Type Column Name (sort order)
IEUserId Unique non-clustered UserId (Ascending)
WorkGroup (Ascending)
SiteId (Ascending)

AgentServiceLevel_viw view

AgentServiceLevel_viw view.

AgentServiceLevel_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int False No

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cName nvarchar (50) False Yes

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cReportGroup nvarchar (50) False Depends on customer usage

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cHKey3 nvarchar (50) False No

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cHKey4 nvarchar (50) False No

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cType char (1) False No

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dIntervalStart datetime False No

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dIntervalStartUTC datetime True No

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nDuration int False No

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AnsweredSLTarget int True No

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AbandonedSLTarget int True No

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nAnsweredAcdSvcLvl1 int True No

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nAnsweredAcdSvcLvl2 int True No

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nAnsweredAcdSvcLvl3 int True No

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nAnsweredAcdSvcLvl4 int True No

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nAnsweredAcdSvcLvl5 int True No

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nAnsweredAcdSvcLvl6 int True No

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nAnsweredAcdSvcLvl7 int True No

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nAnsweredAcdSvcLvl8 int True No

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nAnsweredAcdSvcLvl9 int True No

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nAnsweredAcdSvcLvl10 int True No

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nAnsweredAcdSvcLvl11 int True No

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nAnsweredAcdSvcLvl12 int True No

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nAnsweredAcdSvcLvl13 int True No

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nAnsweredAcdSvcLvl14 int True No

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nAbandonAcdSvcLvl1 int True No

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nAbandonAcdSvcLvl2 int True No

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nAbandonAcdSvcLvl3 int True No

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nAbandonAcdSvcLvl4 int True No

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nAbandonAcdSvcLvl5 int True No

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nAbandonAcdSvcLvl6 int True No

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nAbandonAcdSvcLvl7 int True No

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nAbandonAcdSvcLvl8 int True No

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nAbandonAcdSvcLvl9 int True No

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nAbandonAcdSvcLvl10 int True No

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nAbandonAcdSvcLvl11 int True No

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nAbandonAcdSvcLvl12 int True No

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nAbandonAcdSvcLvl13 int True No

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nAbandonAcdSvcLvl14 int True No

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SiteId smallint False No

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SubSiteId int False No

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I3TimeStampGMT datetime False No

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DimensionSet int False No

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ConfigurationSet int False No

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nServiceLevel int False No

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cServiceLevels varchar (1024) True No

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calldetail_viw view

calldetail_viw view.

calldetail_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
CallId char (18) False No

The ID key assigned by CIC to this interaction record. CallIDKey includes the CallID embedded within it. That means you can search the Call Detail Record log for the original CallID number as seen in Interaction Client.

The CallIDKey is comprised of the 10 digit CallID plus an eight digit date in the following format: YYYYMMDD. For example, a call placed on April 9, 2004 might show a Call ID of 2101990183 on Interaction Client. The resulting CallIDKey stored in the database would be that CallID plus the date: 210199018320040409

Note: The format and use of this field is reserved, and it should not be used as anything more than an opaque identifier. The format of this field might be changed at any time. This field is documented for descriptive purposes only.

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CallType varchar (20) True No

The originator of the interaction. The values include:

  • External - The originator is external.
  • Intercom - The originator and receiver is local.
  • Unknown - when thecall type is not one of the above (External or Intercom).
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CallDirection varchar (20) True No

Indicates if the interaction was Inbound or Outbound from the system. A value of Unknown indicates that the direction was not determined.

  • Intercom for any failed Intercom Call type. That is, when intercom interaction is not successfully connected with both local parties.
  • Intercom-Inbound indicates an inbound intercom call.
  • Intercom-Outbound indicates an outbound intercom call.
  • Unknown can also occur when using the station handset for voice mail or to place a call and no party-toparty call is actually dialed.
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LineId nvarchar (50) True No

Identifies the line used for the interaction. The value will match the name of the line configured in Interaction Administrator. The value for chats is Chat.

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StationId nvarchar (50) True Depends on customer usage

Identifies the station associated with the last local user who handled the interaction. A value of System indicates a call that was not associated with a station. The StationID will be the value as configured in Interaction Administrator.

From InteractionSummary.LastStationID

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LocalUserId nvarchar (50) True Yes

The user identifier of the last user associated with the interaction. This value will only be set if there was a user logged in at the station placing a call, or the interaction was directed to an identifiable user. An empty field will occur if these conditions are not met. In the case of transfers or other handling that results in multiple users handling the interaction, the last person to handle the interaction gets associated with the interaction. For example, User1 talks to an outside party for 10 minutes and then transfers the call to User2. User2 talks for an additional 5 minutes and then hangs up. The call is associated with User2 for a total talk time of 15 minutes. This is because the call record is not intended to be an exact model of all the segments of a call. When a call is placed from a station, the LocalUserId is set to the default user of that station even when the user is not logged into CIC.

From InteractionSummary.LastLocalUserID

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AssignedWorkGroup nvarchar (100) True Depends on customer usage

The routed workgroup for the interaction.

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LocalNumber varchar (200) True Yes

Local phone number or extension number receiving or placing an interaction. For internal interactions within the CIC system, the extension placing the call will be recorded as the LocalNumber.

This field is blank for Chats.

From InteractionSummary.LastLocalNumber

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LocalName nvarchar (50) True Potentially

This is the name resolved by the CIC Reverse White Page (RWP) look up algorithm for the internal user. Most of the time it will be the display name configured for an internal user in Interaction Administrator. As long as localuserId for the interaction is resolved, then we will have the local name for the user. This differs from LocalUserId because it can be assigned the station name if there is no user associated with the call.

From InteractionSummary.LastLocalName

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RemoteNumber nvarchar (50) True Yes

External or extension number (or digits) dialed to reach a remote or internal party either for calls coming into the system or calls being placed out of the system. The format is the normalized version of the number best used for searching. This means that when searching for a number, the number to search for must contain the complete number of digits with NO punctuation (for example, country and/or area code, exchange, and number). For chats, the value will be the IP address of the initiating website. See the section "How Remote Numbers and Names are Determined" previously in this document for more information.

From InteractionSummary.RemoteID

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RemoteNumberCountry smallint True Potentially

Number code field for the international code of the RemoteNumber. The value for this field is zero for chats.

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RemoteNumberLoComp1 varchar (10) True Potentially

The first code field from the remote number. In the US, this will be mapped to the area code. In the UK, it will be the city code. Use will vary by nation and local. This field will be blank for chats.

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RemoteNumberLoComp2 varchar (10) True Potentially

The second code field from the remote number. In the US, this will be mapped to the exchange. Its use elsewhere will depend on the standards in the local and the number maps (or dial Plan) created in CIC. This field will be blank for chats.

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RemoteNumberFmt varchar (50) True Yes

Formatted version of the RemoteNumber. The formatting is done using the CIC number patterns defined in Interaction Administrator's phone number configuration. See the section above on How Remote Numbers and Names are Determined for more information. For chats, the value will be the IP address of the initiating website.

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RemoteNumberCallId varchar (50) True Yes

Caller ID number obtained from the telephone company. This is the value used to obtain the RemoteName. NOCLID is displayed if the caller id information cannot be obtained from the telephone company. OOA is displayed for out of area calls. Chats will display the IP address of the initiating website. See the section above on How Remote Numbers and Names are Determined for more information.

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RemoteName nvarchar (50) True Yes

External or extension name dialed or entered. For intercom calls, the user name of the person dialed will be used (if the user is known.) If a station is dialed direct, only the station name will be used. Inbound calls that provide Extended Caller Id information will use the calling party name. Unknown Name will be displayed when Extended Caller Id is not available. An empty value is possible if the call was an Intercom call that was terminated before the remote party was specified. For chats, the name of the user, as supplied to the chat, will be displayed. This information is based solely on the users input.

It is important to note that CIC handlers or users can change the value of RemoteName and that it may not correlate directly to the RemoteNumber. See the section above on How Remote Numbers and Names are Determined for more information.

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InitiatedDate datetime True No

Date/time that the interaction was originated. This is the time the interaction was created as an internal entity of CIC. This time can be before there is an external connection to the call.

Derived from InteractionSummary.InitiatedDateTimeUTC

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InitiatedDateTimeGMT datetime True No

Greenwich Mean Timebased initiated date and time. Should be used if calculations need to be able to ignore the effects of changes in time due to interactions spanning daylight savings time.

From InteractionSummary.InitiatedDateTimeUTC

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ConnectedDate datetime True No

Date and time interaction connected to external network source or a system resource. This value is started when an interaction reaches a connected state within the CIC system.

Derived from InteractionSummary.ConnectedDateTimeUTC

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ConnectedDateTimeGMT datetime True No

Greenwich Mean Timebased connected date and time

From InteractionSummary.ConnectedDateTimeUTC

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TerminatedDate datetime True No

Date and time that the interaction terminated its connection to an external network source. This value is set on termination of the interaction, either from a local disconnect or a remote disconnect

Derived from InteractionSummary.TerminatedDateTimeUTC

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TerminatedDateTimeGMT datetime True No

Greenwich Mean Timebased terminated date and time.

From InteractionSummary.TerminatedDateTimeUTC

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CallDurationSeconds bigint True No

Interaction duration (connected time to terminated time) in seconds.

Note: This value is calculated using GMT times, so it is not affected by changes in time due to daylight savings.

From DATEDIFF(SECOND,ConnectedDateTimeUTC, TerminatedDateTimeUTC)

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HoldDurationSeconds bigint 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.)

From InteractionSummary.tHeld)

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LineDurationSeconds bigint True No

Total time that the line or station resource was in use (initiated time to terminated time). This includes ring time and other non-billable time on line.

From InteractionSummary.LineDuration

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DNIS nvarchar (50) True Yes

DNIS (Dialed Number Identification Service) number as obtained from the telephone network for any inbound call on DNIS enabled lines. See the section above on How Remote Numbers and Names are Determined for more information. This column will be blank for chats.

From InteractionSummary.DNIS_LocalID

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CallEventLog nvarchar (MAX) False Potentially

The call event log from the interaction object. This text-based log contains an audit trail of actions performed on the interaction by the CIC system. Entries are made using the Log Message tool step in a handler. In the default CIC system handlers, certain events that happen to an interaction are recorded and date/time stamped in the event log. Customizations may be made to add your own messages to the call event log although this column is limited to accepting a call event log that is no more than 2000 characters long.

Call notes manually entered in an open Interaction Client call window are not saved in this column. See the CallNote column for more information. The information for chats is generally the information entered by the user when they initiate the chat. This information includes name, address, email, and telephone number.

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CustomNum1 int True No

Number reserved for customer customizations.

From InteractionCustomAttributes

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CustomNum2 int True No

Number reserved for customer customizations.

From InteractionCustomAttributes

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CustomNum3 int True No

Number reserved for customer customizations.

From InteractionCustomAttributes

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CustomString1 nvarchar (50) True Depends on customer usage

String reserved for customer customizations.

From InteractionCustomAttributes

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CustomString2 nvarchar (50) True Depends on customer usage

String reserved for customer customizations.

From InteractionCustomAttributes

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CustomString3 nvarchar (50) True Depends on customer usage

String reserved for customer customizations.

From InteractionCustomAttributes

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CustomDateTime datetime True Depends on customer usage

Date time value reserved for customer use. Null values are not allowed and may be represented by 1970 values.

From InteractionCustomAttributes

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CustomDateTimeGMT datetime True No

Greenwich Mean Timebased date and time value reserved for customer customizations. Null values are not allowed and may be represented by 1970 values.

From InteractionCustomAttributes

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InteractionType tinyint False No

Code for the Interaction type for this record.

  • 0 = Call Object
  • 1 = Chat Object
  • 2 = SMS Object
  • 4 = Generic Object
  • 5 = Email object
  • 6 = Callback object
  • 7 = Instant Question
  • 8 = Browser sync
  • 11 = Monitor Object
  • 12 = Interaction Recorder object
  • 21 = FaxObject
  • 22 =WorkItem
  • 23 =Social Conversation
  • 24 =Social Direct Message
  • 255 = Unknown.

From InteractionSummary.MediaType

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AccountCode nvarchar (50) True Depends on customer usage

This is the account/billing code assigned to either inbound or outbound interactions. This code is user defined. There are options in Interaction Administrator for setting how account codes will be used.

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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

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DispositionCode tinyint True No

This code is used track how an interaction ended in the system. This is a systemdefined code. This is primarily used for Telephony calls.

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CallNote nvarchar (1024) True Depends on customer usage

This field contains any note manually entered for an interaction in the Interaction Client call notes window. Notes entered that are greater than 1024 characters will be truncated. The information in this field is currently not being used by any default reports in the system.

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SiteID smallint False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

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SubSiteID int False No

Not used in the current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

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I3TimeStampGMT datetime True No

System supplied date/time when row was sent to the IC Logging server for insertion into the table.

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WrapUpCode nvarchar (200) True Depends on customer usage

This column is not populated. It is left for legacy reasons or to migrate any legacy wrapup code from previous releases. Since multiple wrapup codes are allowed in 4.0 and later, all the wrapup codes entered for an interaction are captured in the new table called InteractionWrapup, please see the InteractionWrapup table documentation for more detail.

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tDialing int True No

How long interaction is in dialing state.

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tIVRWait int True No

Total IVR Time for the interaction.

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tQueueWait numeric True No

Total time the interactions waited in one or more Queues.

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tAlert int True No

Time the interaction was in the alerting state

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tSuspend numeric True No

For future changes.

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tConference numeric True No

Total time the interaction actively participated in a conference.

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tExternal numeric True No

Total time the interaction was connected after an external transfer.

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tACW int True No

Total wrap up time for the interaction.

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nIVR smallint True No

Number of times the interaction entered any IVR (as determined by call attribute set by Interaction Attendant or a handler).

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nQueueWait smallint True No

Number of times the interaction waited in any ACD queue (even the same one multiple times).

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nTalk smallint True No

Number of times this interaction was actively connected to any agent (even the same one multiple times).

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nConference smallint True No

Number of times this interaction was actively connected to any conference (even the same one multiple times).

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nHeld smallint True No

Number of times the interaction was in held state after connected.

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nTransfer smallint True No

Number of times the interaction was transferred.

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nExternal smallint True No

Number of times the interaction was transferred externally.

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DQServiceLevel_viw view

DQServiceLevel_viw view.

DQServiceLevel_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int False No

A unique identifier representing this row. This identifier can be used to join back to IWrkgrpQueueStats view.

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cName nvarchar (50) False Depends on customer usage

Name of the distribution queue that originated these statistics.

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cReportGroup nvarchar (50) False Yes

Subgroup for cName. A special '*' report group represents the sum of all activity for the cName in this interval. Any custom report groups that might be assigned to interactions that the distribution queue handles are also automatically added to the records associated with the cName.

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cHKey3 nvarchar (50) False No

This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

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cHKey4 nvarchar (50) False No

This represents the fourth level of hierarchy grouping in terms of reporting. This field will not be used in a typical implementation. This field will have a default value of '*'. For more information, see the record type hierarchy section in the Interval Queue Data summary.

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cType char (1) False No

Type of queue statistics data. In the case of the Workgroup Queue Statistics Interval view, a "W" will be entered to signify the type is a distribution queue.

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dIntervalStart datetime False No

Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports.

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dIntervalStartUTC datetime True No

Holds dIntervalStart time UTC.

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nDuration int False No

Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

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AnsweredSLTarget int True No

The number of ACD interactions answered in the target service level.

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AbandonedSLTarget int True No

The number of ACD interactions abandoned in the target service level.

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nAnsweredAcdSvcLvl1 int True No

Number of ACD interactions answered in first service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl2 int True No

Number of ACD interactions answered in second service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl3 int True No

Number of ACD interactions answered in third service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl4 int True No

Number of ACD interactions answered in fourth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl5 int True No

Number of ACD interactions answered in fifth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl6 int True No

Number of ACD interactions answered in sixth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl7 int True No

Number of ACD interactions answered in seventh service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl8 int True No

Number of ACD interactions answered in eigth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl9 int True No

Number of ACD interactions answered in ninth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl10 int True No

Number of ACD interactions answered in tenth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl11 int True No

Number of ACD interactions answered in eleventh service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl12 int True No

Number of ACD interactions answered in twelfth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl13 int True No

Number of ACD interactions answered in thirteenth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl14 int True No

Number of ACD interactions answered in fourteenth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl1 int True No

Number of ACD interactions abandoned in first service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl2 int True No

Number of ACD interactions abandoned in second service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl3 int True No

Number of ACD interactions abandoned in third service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl4 int True No

Number of ACD interactions abandoned in fourth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl5 int True No

Number of ACD interactions abandoned in fifth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl6 int True No

Number of ACD interactions abandoned in sixth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl7 int True No

Number of ACD interactions abandoned in seventh service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl8 int True No

Number of ACD interactions abandoned in eighth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl9 int True No

Number of ACD interactions abandoned in ninth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl10 int True No

Number of ACD interactions abandoned in tenth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl11 int True No

Number of ACD interactions abandoned in eleventh service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl12 int True No

Number of ACD interactions abandoned in twelfth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl13 int True No

Number of ACD interactions abandoned in thirteenth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl14 int True No

Number of ACD interactions abandoned in fourteenth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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SubSiteId int False No

Not used in this version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

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I3TimeStampGMT datetime False No

System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

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DimensionSet int False No

The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hierarchies set.

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ConfigurationSet int False No

The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings.

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nServiceLevel int False No

The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

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cServiceLevels varchar (1024) True No

A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

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EE_AbandonEvents_viw view

EE_AbandonEvents_viw view.

EE_AbandonEvents_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
InteractionIDKey char (18) False No

Interaction ID Key

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SiteID smallint False No

Site ID of the Interaction where the exception is captured

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EventDateTimeUTC datetime True No

Event Date/Time (UTC) when the exception was captured

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EventDTOffset int False No

The GMT timestamp when the action happens

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SourceQueueName nvarchar (250) False No

Source queue name for captured exception

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SourceQueueType varchar (20) True No

Source queue type.

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TimeInQueue bigint False No

Duration from queue entry to queue abandon event in milliseconds.

 17.1.0.324 Added for abandon exception events.

EE_FlowOutEvents_viw view

EE_FlowOutEvents_viw view.

EE_FlowOutEvents_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
InteractionIDKey char (18) False No

Interaction ID Key

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SiteID smallint False No

Site ID of the Interaction where the exception is captured

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EventDateTimeUTC datetime True No

Event Date/Time (UTC) when the exception was captured

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EventDTOffset int False No

The GMT timestamp when the action happens

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SourceQueueName nvarchar (250) False No

Source queue name for captured exception

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SourceQueueType varchar (20) True No

Source queue type

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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.

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TimeInQueue bigint True No

Duration from queue entry to queue flowout event in milliseconds

 17.1.0.324 Added for flowout exception events.

EE_TransferEvents_viw view

EE_TransferEvents_viw view.

EE_TransferEvents_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
InteractionIDKey char (18) False No

Interaction ID Key

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SiteID smallint False No

Site ID of the Interaction where the exception is captured

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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

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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.

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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

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TransferType varchar (20) True No

Target queue type.

 17.1.0.324 Added for transfer exception events.

EIACL_CurrentLicenses view

EIACL_CurrentLicenses view.

EIACL_CurrentLicenses Schema

EIACL_CurrentSkills view

EIACL_CurrentSkills view.

EIACL_CurrentSkills Schema

EIACL_HistoricalLicenses view

EIACL_HistoricalLicenses view.

EIACL_HistoricalLicenses Schema

EIACL_HistoricalLicensesDP view

EIACL_HistoricalLicensesDP view.

EIACL_HistoricalLicensesDP Schema

EIACL_HistoricalSkills view

EIACL_HistoricalSkills view.

EIACL_HistoricalSkills Schema

EIACL_HistoricalSkillsDP view

EIACL_HistoricalSkillsDP view.

EIACL_HistoricalSkillsDP Schema

IAgentQueueStats view

IAgentQueueStats view.

IAgentQueueStats Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int False No

A unique identifier representing this row.

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cName nvarchar (50) False Yes

Name of the Agent/User queue that originated these statistics.

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cReportGroup nvarchar (50) False Depends on customer usage

Subgroup for cName. Agent/User queues automatically have a report group for each distribution queue that they are a member of. A special '*' report group represents the sum of all activity for the cName in this interval. Any custom report groups that may be assigned to interactions that the agent handles are also automatically added to the records associated with the cName.

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cHKey3 nvarchar (50) False Yes

Subgroup for cName. A special '*' report group represents the sum of all activity for the cName in this interval. Any custom report groups that might be assigned to interactions that the distribution queue handles are also automatically added to the records associated with the cName.

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cHKey4 nvarchar (50) False No

This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

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cType char (1) False No

Type of Queue statistics data. In the case of the Agent Queue Statistics Interval view, an A will be entered to signify the type is Agent/User.

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dIntervalStart datetime False No

Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times may be visible in the reports.

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dIntervalStartUTC datetime True No

Holds dIntervalStart time UTC.

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nDuration int False No

The duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

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nEnteredAcd int True No

The number of ACD related queue interactions that entered this queue during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval.

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nAbandonedAcd int True No

The number of ACD related queue interactions that abandoned this queue during the interval. Interactions that transfer from one distribution queue to another distribution queue, where no agent ever answers the interaction in the first distribution queue, will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd.

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nGrabbedAcd int True No

This value is not currently supported.

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nLocalDisconnectAcd int True No

Number of ACD queue interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

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nLocalDisconnectAgentAlertAcd int True No

The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

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nLocalDisconnectAgentAcd int True No

The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

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nAlertedAcd int True No

Number of ACD related queue interactions that were in an Alerting state while in this queue. Note that interactions which transition to Alerting more than once are only counted once.

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nAnsweredAcd int True No

Number of ACD related queue interactions that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent. This number can exceed nEnteredACD for the agent's queue because interactions can enter the queue in the previous interval and then be answered in the current interval. Interactions are only answered once relative to the agent queue assignment.

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nAnswered int True No

Number of all interactions—ACD and non-ACD—that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent. See nAnsweredAcd for more information.

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nAcdSvcLvl int True No

Number of seconds in the first service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more info.

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nAnsweredAcdSvcLvl int True No

The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

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nAnsweredAcdSvcLvl1 int True No

The number of ACD interactions answered in the first service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl2 int True No

The number of ACD interactions answered in the second service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl3 int True No

The number of ACD interactions answered in the third service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl4 int True No

The number of ACD interactions answered in the fourth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl5 int True No

The number of ACD interactions answered in the fifth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl6 int True No

The number of ACD interactions answered in the sixth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl int True No

The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

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nAbandonAcdSvcLvl1 int True No

The number of ACD interactions abandoned in the first service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl2 int True No

The number of ACD interactions abandoned in the second service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl3 int True No

The number of ACD interactions abandoned in the third service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl4 int True No

The number of ACD interactions abandoned in the fourth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl5 int True No

The number of ACD interactions abandoned in the fifth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl6 int True No

The number of ACD interactions abandoned in the sixth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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tGrabbedAcd int True No

This value is not currently supported.

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tAnsweredAcd int True No

The sum of the time in seconds of all ACD interactions that were in queue before entering a Client_Connected state.

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mtAnsweredAcd int True No

The maximum time in seconds that an interaction was in the queue before entering a Client_Connected state.

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tAbandonedAcd int True No

The sum of the time in seconds all abandoned ACD interactions were in queue before they abandoned.

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tTalkAcd int True No

The sum of the time, in seconds, all ACD interactions spent from when they first entered a Client_Connected state until the time the ACD interactions went inactive or flowed out of the queue.

It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval.

Interactions might have entered the queue in the previous interval. It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

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tTalkCompleteAcd int True No

Counts the total talk time of a call in the period in which it completed, unlike tTalkAcd which counts the talk time for each period it is counted in.

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nHoldAcd int True No

Number of ACD interactions that were placed on hold while in this queue.

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tHoldAcd int True No

The sum of the time, in seconds, all ACD interactions spent on hold while in this queue.

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nSuspendedAcd int True No

For future changes.

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tSuspendedAcd int True No

For future changes.

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nHeldSpanAcd int True No

For future changes.

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nAcw int True No

Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions.

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tAcw int True No

The sum of the time, in seconds, the agent spent in an After Call Work status, also known as wrap up time. The count starts when an interaction goes inactive, usually due to a local or remote disconnect, and ends when the agent leaves the After Call Work status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

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tAcwComplete int True No

Counts the total ACW Time for the completed ACW sessions. This includes the total time for each session even if it spanned multiple statistic intervals.

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nExternToInternCalls int True No

Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 4.0.106.453 4.0 Release
nExternToInternAcdCalls int True No

Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 4.0.106.453 4.0 Release
nInternToExternCalls int True No

Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

 4.0.106.453 4.0 Release
nInternToExternAcdCalls int True No

Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

 4.0.106.453 4.0 Release
nInternToInternCalls int True No

Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

 4.0.106.453 4.0 Release
nInternToInternAcdCalls int True No

Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 4.0.106.453 4.0 Release
tExternToInternCalls int True No

Sum of seconds for all interactions from external locations to internal extensions.

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tExternToInternAcdCalls int True No

Sum of seconds for ACD interactions from external locations to internal extensions.

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tInternToExternCalls int True No

Sum of seconds for all interactions from internal extensions to external locations.

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tInternToExternAcdCalls int True No

Sum of seconds for ACD interactions from internal extensions to external locations.

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tInternToInternCalls int True No

Sum of seconds for all interactions from internal extensions to internal extensions.

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tInternToInternAcdCalls int True No

Sum of seconds for ACD interactions from internal extensions to internal extensions. This includes ACD Interactions transferred between agents in the same distribution queue. Both agents are credited with the ACD interaction.

 4.0.106.453 4.0 Release
nAcwCalls int True No

Number of outbound interactions made by the agent during After Call Work time. If the agent places an interaction after handling an ACD interaction, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. CIC assumes that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees an ACD interaction or conditions on the agent queue that would count as an AcwCall, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

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tAcwCalls int True No

Sum of time, in seconds, the agent spent on outbound interactions during After Call Work time. Also see nAcwCalls.

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nTransferedAcd int True No

Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without beingconnected to a user.

Only set for Callinteraction types.

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nNotAnsweredAcd int True No

Number of ACD interactions that were not answered when presented to the agent as an Alerting interaction. nNotAnsweredAcd interactions will also count towards nFlowOutAcd

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tAlertedAcd int True No

Sum of the time, in seconds, ACD interactions spent in an Alerting state on this user queue. Also referred to as Ring time.

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nFlowOutAcd int True No

The number of ACD interactions that flowed out during this interval. Flow outs are defined as queue interactions that were removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to not reach an inactive state, and thus flow out, would be a queue interaction that is transferred.

Also, nNotAnsweredAcd. towards nFlowOutAcd.

Another possible reason for a flow out to occur would be from hunt group alerts. A multiple alert for hunt group places the same interaction on multiple user/agent queues. The interaction is considered a flow out in each of the user queues were the users do not answer. This would mean a large number of flow outs could be generated for each member of the hunt group when using this type of interaction routing.

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tFlowOutAcd int True No

Sum of seconds ACD interactions were in queue before being counted in nFlowOutAcd. See nFlowOutAcd for more information.

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nStartWaitAlertAcdCalls int True No

Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

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nStartActiveAcdCalls int True No

Number of ACD interactions that were active with the agent at start of the interval.

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nStartHeldAcdCalls int True No

Number of ACD interactions that were held at start of the interval.

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nEndWaitAlertAcdCalls int True No

Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

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nEndActiveAcdCalls int True No

Number of ACD interactions that are active with the agent at the end of the interval.

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nEndHeldAcdCalls int True No

Number of ACD interactions that are held at the end of the interval.

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nTransferWithinAcdCalls int True No

Currently not implemented in this release.

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nTransferOutAcdCalls int True No

Currently not implemented in this release.

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nDisconnectAcd int True No

Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

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tAgentLoggedIn int True No

The time, in seconds, that the agent was logged in to the client. This time is divided between the agent's statuses in tAgentOnAcdCall, tAgentOnOtherAcdCal, tAgentInAcw, tAgentOnNonAcdCall, tAgentAvailable, tAgentDnd, and tAgentNotAvailable.

The values in these status fields are adjusted up or down so their sum equals tAgentLoggedIn. Because rounding differences can cause loss of seconds whenever one time is summed as parts broken down by seconds, rounded values are adjusted to insure there is no difference in the sum.

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tAgentAvailable int True No

Sum of time, in seconds, agents were in an available status, whether or not the agent is activated. This column relates specifically to the agent and not the interaction type, meaning it is not limited to ACDavailable statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

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tAgentTalk int True No

Sum of time, in seconds, the agent was on ACD interactions from first Client_Connected until end of ACW for this queue.

Note tAgentTalk is tTalkACD + tACW, and should be thought of as tHandleTime.

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tAgentOtherBusy int True No

Sum of the time, in seconds, the agent was working on interactions (ACD and non-ACD) for queues other this one.

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tAgentOnAcdCall int True No

Sum of the time in seconds the agent was working on ACD connected interactions for the workgroup

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tAgentOnOtherAcdCall int True No

Sum of the time in seconds the agent was working on ACD connected interactions for other workgroups

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tAgentInAcw int True No

Sum of the time, in seconds the agent was in an After Call Work state.

Note tAgentInAcw is for the Workgroup and User rows of statistics that are associated with tACW, and will include the tACW time. For other rows, tACW will not be included in tAgentInAcw, but instead will be counted as ACD time of another Workgroup and be in tAgentOnOtherAcdCall and tAgentOtherBusy. For non-ACW time, manual follow-up not associated with an ACD interaction, the time in a follow-up status will be included in tAgentInAcw and tAgentStatusACW.

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tAgentOnNonAcdCall int True No

Sum of the time, in seconds the agent was working on non-ACD interactions.

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tAgentDnd int True No

Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDND is part of a set of values that must always sum up to tAgentLoggedIn. It is driven by the combination of ACD availability and client status.

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tAgentNotAvailable int True No

Sum of the time, in seconds, the agent was not available to take ACD interactions, but was logged in to the system.

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tAgentAcdLoggedIn int True No

Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the Status allows ACD calls box checked. By default, only the Available status has this box checked. All three conditions must be met to count toward tAgentAcdLoggedIn time. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls. This statistic can be used to track Idle Time.

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tAgentAcdLoggedIn2 int True No

Same as tAgentAcdLoggedIn but the agent's status has no effect to this statistic.

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tAgentStatusDnd int True No

Sum of the time, in seconds, the agent was in a Do Not Disturb status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value can differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

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tAgentStatusAcw int True No

Sum of the time, in seconds, the agent was in an After call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value can differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

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tAgentLoggedInDiluted int True No

Not meaningful relative to an agent queue because an agent cannot be a member of more than one agent queue. See IWrkgrpQueueStats.

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tStatusGroupFollowup int True No

Sum of the time, in seconds, the agent was in any status that belongs to the status group Followup.

A status group is any grouping of agent status messages. There are five predefined groups in CIC: Available, Break, Followup, Training, and Unavailable. Beyond just grouping statuses, status groups provide a way to track specific time in a status as part of the interval information of an agent or distribution queue. See the StatusGroup column in the AgentActivityLog table for more information.

It is possible to define your own custom groups. See the online help in Interaction Administrator for more information. It is also possible to make the group to status mapping a one to one mapping. No grouping is actually forced, just encouraged.

Note: For the IAgentQueueStats view, the tStatusGroupFollowup column will always be 0 (zero) in the workgroup row, and the value is populated only for the workgroup summary row.

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tStatusGroupBreak int True No

Sum of time, in seconds, the agent was in any status that belongs to the status group Break. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupBreak column will always be 0 (zero) in the workgroup summary row.

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tStatusGroupTraining int True No

Sum of time, in seconds, the agent was in any status that belongs to the status group Training. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupTraining column will always be 0 (zero) in the workgroup summary row.

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CustomValue1 int True No

Custom value for customer use.

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CustomValue2 int True No

Custom value for customer use.

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CustomValue3 int True No

Custom value for customer use.

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CustomValue4 int True No

The default value is set to mtAbandonedACD. The mtAbandonedACD is the maximum amount of time a customer waited before they abandoned in an interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

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CustomValue5 int True No

The default value is set to nMessageACD. The NMessageACD is the number of ACD interactions that went to a message state, voice mail for interactions, during the interval. Please note that subtracting this value from nAbandonedACD will not give you a true voice mail count, since it is possible for interactions to go in and out of voice mail several times, or for an interaction to be answered and then sent to voice mail.

If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

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CustomValue6 int True No

The default value is set to nRequestedSuperAssis tACD. NRequestSuperAssistA CD is the number of supervisor-assist requests that were placed from the clients for ACD interaction during the interval.

If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

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nAllInternToExternCalls int True No

Sum of nInternToExternCalls for the current User (cName). Same as nInternToExternCalls when cReportGroup = '*' for the cName in this interval.

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nAllInternToExternAcdCalls int True No

Sum of nInternToExternAcdCalls for the current User (cName). Same as nInternToExternAcdCalls when ReportGroup = '*' for the cName in this interval.

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tAllInternToExternCalls int True No

Sum of tInternToExternCalls for the current User (cName). Same as tInternToExternCalls when cReportGroup = '*' for the cName in this interval.

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tAllInternToExternAcdCalls int True No

Sum of tInternToExternAcdCalls for the current User (cName). Same as tInternToExternAcdCalls when cReportGroup = '*' for the cName in this interval.

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tAllTalkAcd int True No

Sum of tTalkAcd for the current User (cName). Same as tTalkAcd when cReportGroup = '*' for the cName in this interval.

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tAllHoldAcd int True No

Sum of tHoldAcd for the current User (cName). Same as tHoldAcd when cReportGroup = '*' for the cName in this interval.

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tAllAgentOnAcdCall int True No

Sum of tAgentOnAcdCall for the current User (cName). Same as tAgentOnAcdCall when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
nAllInternToInternCalls int True No

Sum of nInternToInternCalls for the current User (cName). Same as nInternToInternCalls when cReportGroup = '*' for the cName in this interval.

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nAllExternToInternCalls int True No

Sum of nExternToInternCalls for the current User (cName). Same as nExternToInternCalls when cReportGroup = '*' for the cName in this interval.

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nAllExternToInternAcdCalls int True No

Sum of nExternToInternAcdCalls for the current User (cName). Same as nExternToInternAcdCalls when cReportGroup = '*' for the cName in this interval.

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tAllExternToInternCalls int True No

Sum of tExternToInternCalls for the current User (cName). Same as tExternToInternCalls when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllExternToInternAcdCalls int True No

Sum of tExternToInternAcdCalls for the current User (cName). Same as tExternToInternAcdCalls when cReportGroup = '*' for the cName in this interval.

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tAllAgentAvailable int True No

Sum of tAgentAvailable for the current User (cName). Same as tAgentAvailable when cReportGroup = '*' for the cName in this interval.

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tAllAgentInAcw int True No

Sum of tAgentInAcw for the current User (cName). Same as tAgentInAcw when cReportGroup = '*' for the cName in this interval.

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tAllAgentStatusDnd int True No

Sum of tAgentStatusDnd for the current User (cName). Same as tAgentStatusDnd when cReportGroup = '*' for the cName in this interval.

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tAllAgentLoggedIn int True No

Sum of tAgentLoggedIn for the current User (cName). Same as tAgentLoggedIn when cReportGroup = '*' for the cName in this interval.

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tAllAgentAcdLoggedIn2 int True No

Sum of tAgentAcdLoggedIn2 for the current User (cName). Same as tAgentAcdLoggedIn2 when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllAgentAcdLoggedIn int True No

Sum of tAgentAcdLoggedIn for the current User (cName). Same as tAgentAcdLoggedIn when cReportGroup = '*' for the cName in this interval.

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SiteId smallint False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

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SubSiteId int False No

Currently not used. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

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I3TimeStampGMT datetime False No

System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

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DimensionSet int False No

The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hierarchies set.

 4.0.106.453 4.0 Release
SummDimensionSet int True No

The unique identifier referencing a set of report hierarchies for summary dimensions. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hierarchies set.

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ConfigurationSet int False No

The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings.

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nServiceLevel int False No

The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

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cServiceLevels varchar (1024) True No

A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

 4.0.106.453 4.0 Release
SchemaMajorVersion tinyint False No

The major version that this row was written in. This is meant to distinguish migrated and native data.

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SchemaMinorVersion tinyint False No

The minor version that this row was written in. This is meant to distinguish migrated and native data.

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IAgentQueueStats_NoCnfg view

IAgentQueueStats_NoCnfg view.

IAgentQueueStats_NoCnfg Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int False No

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cName nvarchar (50) False Yes

4.0.106.453 4.0 Release
cReportGroup nvarchar (50) False Depends on customer usage

4.0.106.453 4.0 Release
cHKey3 nvarchar (50) False No

4.0.106.453 4.0 Release
cHKey4 nvarchar (50) False No

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cType char (1) False No

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dIntervalStart datetime False No

4.0.106.453 4.0 Release
dIntervalStartUTC datetime True No

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nDuration int False No

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nEnteredAcd int False No

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nAbandonedAcd int False No

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nGrabbedAcd int False No

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nLocalDisconnectAcd int False No

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nLocalDisconnectAgentAlertAcd int False No

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nLocalDisconnectAgentAcd int False No

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nAlertedAcd int False No

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nAnsweredAcd int False No

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nAnswered int False No

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nAnsweredAcdSvcLvl int False No

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nAnsweredAcdSvcLvl1 int False No

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nAnsweredAcdSvcLvl2 int False No

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nAnsweredAcdSvcLvl3 int False No

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nAnsweredAcdSvcLvl4 int False No

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nAnsweredAcdSvcLvl5 int False No

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nAnsweredAcdSvcLvl6 int False No

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tAnsweredAcd int False No

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tTalkACD int False No

4.0.106.453 4.0 Release
tHoldACD int False No

4.0.106.453 4.0 Release
tAcw int False No

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tAcwComplete int False No

4.0.106.453 4.0 Release
nExternToInternCalls int False No

4.0.106.453 4.0 Release
nExternToInternAcdCalls int False No

4.0.106.453 4.0 Release
nInternToExternCalls int False No

4.0.106.453 4.0 Release
nInternToExternAcdCalls int False No

4.0.106.453 4.0 Release
nInternToInternCalls int False No

4.0.106.453 4.0 Release
nInternToInternAcdCalls int False No

4.0.106.453 4.0 Release
tExternToInternCalls int False No

4.0.106.453 4.0 Release
tExternToInternAcdCalls int False No

4.0.106.453 4.0 Release
tInternToExternCalls int False No

4.0.106.453 4.0 Release
tInternToExternAcdCalls int False No

4.0.106.453 4.0 Release
tInternToInternCalls int False No

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tInternToInternAcdCalls int False No

4.0.106.453 4.0 Release
nAcwCalls int False No

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tAcwCalls int False No

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nTransferedAcd int False No

4.0.106.453 4.0 Release
nNotAnsweredAcd int False No

4.0.106.453 4.0 Release
tAlertedAcd int False No

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nFlowOutAcd int False No

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tFlowOutAcd int False No

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nStartWaitAlertAcdCalls int False No

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nStartActiveAcdCalls int False No

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nStartHeldAcdCalls int False No

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nEndWaitAlertAcdCalls int False No

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nEndActiveAcdCalls int False No

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nEndHeldAcdCalls int False No

4.0.106.453 4.0 Release
nTransferWithinAcdCalls int False No

4.0.106.453 4.0 Release
nTransferOutAcdCalls int False No

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nDisconnectAcd int False No

4.0.106.453 4.0 Release
tAgentLoggedIn int True No

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tAgentAvailable int True No

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tAgentTalk int True No

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tAgentOtherBusy int True No

4.0.106.453 4.0 Release
tAgentOnAcdCall int True No

4.0.106.453 4.0 Release
tAgentAcdLoggedIn int False No

4.0.106.453 4.0 Release
CustomValue1 int False Depends on customer usage

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CustomValue2 int False Depends on customer usage

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CustomValue3 int False Depends on customer usage

4.0.106.453 4.0 Release
CustomValue6 int False Depends on customer usage

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nAllInternToExternCalls int False No

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nAllInternToExternAcdCalls int False No

4.0.106.453 4.0 Release
tAllInternToExternCalls int False No

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tAllInternToExternAcdCalls int False No

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tAllTalkAcd int False No

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tAllHoldAcd int False No

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tAllAgentOnAcdCall int True No

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nAllInternToInternCalls int False No

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nAllExternToInternCalls int False No

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nAllExternToInternAcdCalls int False No

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tAllExternToInternCalls int False No

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tAllExternToInternAcdCalls int False No

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SiteId smallint False No

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SubSiteId int False No

4.0.106.453 4.0 Release
I3TimeStampGMT datetime False No

4.0.106.453 4.0 Release
DimensionSet int False No

4.0.106.453 4.0 Release
ConfigurationSet int False No

4.0.106.453 4.0 Release
SchemaMajorVersion tinyint False No

4.0.106.453 4.0 Release
SchemaMinorVersion tinyint False No

4.0.106.453 4.0 Release

IAgentQueueStats_NoDups view

IAgentQueueStats_NoDups view.

IAgentQueueStats_NoDups Schema

IC_VERSION view

IC_VERSION view.

IC_VERSION Schema

IStatsGroup view

IStatsGroup view.

IStatsGroup Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int False No

A unique identifier representing this row.

 4.0.106.453 4.0 Release
cName nvarchar (50) False Depends on customer usage

Name of the Statistics Group (STID) that originated these statistics.

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cReportGroup nvarchar (50) False Yes

Subgroup for cName. A special '*' report group represents the sum of all activity for the cName in this interval. Any custom report groups that can be assigned to interactions before they are assigned to the STID are also automatically added to the records associated with the cName.

 4.0.106.453 4.0 Release
cHKey3 nvarchar (50) False No

This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

 4.0.106.453 4.0 Release
cHKey4 nvarchar (50) False No

This represents the fourth level of hierarchy grouping in terms of reporting. This field will not be used in a typical implementation. This field will have a default value of '*'. For more information, see 'Record Type Hierarchy' earlier in this document.

 4.0.106.453 4.0 Release
cType char (1) False No

Type of queue statistics data. In the case of the Statistics Group Interval view, an 'S' is entered to signify the type is a STID.

 4.0.106.453 4.0 Release
dIntervalStart datetime False No

Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports. See Appendix B for more information.

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dIntervalStartUTC datetime True No

Holds dIntervalStart time UTC.

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nDuration int False No

Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

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nEnteredAcd int True No

The number of ACD related interactions that entered this STID during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval. An interaction is only counted as having entered once relative to this STID assignment.

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nAbandonedAcd int True No

The number of ACD related interactions that abandoned this STID during the interval. Interactions that are reassigned from one STID to another STID (where no agent ever answers the interaction in the first STID) will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd. See the section in the Interval Queue Data summary section above for more information on abandons.

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nGrabbedAcd int True No

This value is not currently supported.

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nLocalDisconnectAcd int True No

Number of ACD interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

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nLocalDisconnectAgentAlertAcd int True No

The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

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nLocalDisconnectAgentAcd int True No

The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

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nAlertedAcd int True No

Number of ACD related interactions that were in an 'Alerting' state while in this STID (interactions which transition to 'Alerting' more than once are counted once).

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nAnsweredAcd int True No

Number of ACD related interactions that were answered by agents while assigned to this STID. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. An interaction is only counted as answered once relative to this STID assignment. If the interaction is transferred to and/or answered by another agent or queue while still assigned to the same STID, it is still only counted as answered once for the STID. Voice mail interactions are considered abandons and do not count towards nAnsweredAcd. This value can exceed nEnteredACD for STID because interactions can enter the STID in the previous interval and be answered in the current interval.

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nAnswered int True No

Number of all interactions (ACD and non-ACD) that were answered by the agents while assigned to this STID. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. See nAnsweredAcd for more information.

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nAcdSvcLvl int True No

Number of seconds in the first service level. For more information, see the description of service levels in the Interval Queue Data summary section above.

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nAnsweredAcdSvcLvl int True No

The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

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nAnsweredAcdSvcLvl1 int True No

Number of ACD interactions answered in first service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it is assigned to the STID. For more information, see the description of service levels in the Interval Queue Data summary section above.

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nAnsweredAcdSvcLvl2 int True No

Number of ACD interactions answered in second service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl3 int True No

Number of ACD interactions answered in third service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl4 int True No

Number of ACD interactions answered in fourth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl5 int True No

Number of ACD interactions answered in fifth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl6 int True No

Number of ACD interactions answered in Sixth service level. See nAnsweredAcdSvcLvl1.

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nAbandonAcdSvcLvl int True No

The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

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nAbandonAcdSvcLvl1 int True No

Number of ACD interactions abandoned in first service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID. For more information, see the description of service levels and abandoned calls in the Interval Queue Data summary section above.

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nAbandonAcdSvcLvl2 int True No

Number of ACD interactions abandoned in second service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl3 int True No

Number of ACD interactions abandoned in third service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl4 int True No

Number of ACD interactions abandoned in fourth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl5 int True No

Number of ACD interactions abandoned in fifth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl6 int True No

Number of ACD interactions abandoned in sixth service level. See nAbandonAcdSvcLvl1.

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tGrabbedAcd int True No

This value is not currently supported.

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tAnsweredAcd int True No

The sum of the time, in seconds, all ACD interactions assigned to the STID spent before entering 'Client_Connected' state. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID.

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mtAnsweredAcd int True No

The maximum time, in seconds, an ACD interaction assigned to the STID was in the STID before entering a 'Client_Connected' state. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID.

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tAbandonedAcd int True No

The sum of the time, in seconds, all abandoned ACD interactions assigned to the STID were in the STID before they abandoned during this interval. The time tracked begins from the point the call becomes an ACD call, which is not necessarily the same as when it was assigned to the STID.

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tTalkAcd int True No

The sum of the time, in seconds, all ACD interactions assigned to the STID spent from when they first entered a 'Client_Connected' state until the time the ACD interactions went inactive or flowed out of the STID. It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval. Interactions might have been assigned to the STID in the previous interval.

It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

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tTalkCompleteAcd int True No

Counts the total talk time of a call in the period in which it completed, unlike tTalkAcd which counts the talk time for each period it is counted in.

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nHoldAcd int True No

Number of ACD related interactions that were placed on hold while assigned to the STID.

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tHoldAcd int True No

The sum of the time, in seconds, all ACD interactions spent on hold while assigned to this STID.

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nSuspendedAcd int True No

For future changes.

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tSuspendedAcd int True No

For future changes.

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nHeldSpanAcd int True No

For future changes.

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nAcw int True No

Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions.

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tAcw int True No

The sum of the time, in seconds, agents spent in an 'After Call Work' status (also known as wrap up time). The count starts when an interaction assigned to the STID goes inactive (usually due to a local or remote disconnect) and ends when the agent leaves the After Call Work status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

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tAcwComplete int True No

Counts the total ACW Time for the completed ACW sessions. This includes the total time for each session even if it spanned multiple statistic intervals.

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nExternToInternCalls int True No

Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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nExternToInternAcdCalls int True No

Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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nInternToExternCalls int True No

Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

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nInternToExternAcdCalls int True No

Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

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nInternToInternCalls int True No

Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

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nInternToInternAcdCalls int True No

Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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tExternToInternCalls int True No

Sum of seconds for all interactions from external locations to internal extensions.

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tExternToInternAcdCalls int True No

Sum of seconds for ACD interactions from external locations to internal extensions.

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tInternToExternCalls int True No

Sum of seconds for all interactions from internal extensions to external locations.

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tInternToExternAcdCalls int True No

Sum of seconds for ACD interactions from internal extensions to external locations. (Not Implemented or used in this release, but it is set when using Interaction Dialer)

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tInternToInternCalls int True No

Sum of seconds for all interactions from internal extensions to internal extension.

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tInternToInternAcdCalls int True No

Sum of seconds for ACD interactions from internal extensions to internal extensions.

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nAcwCalls int True No

Number of outbound interactions made by agents during After Call Work time. If an agent places an interaction after handling an ACD interaction assigned to the STID, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. The STID assignment is made on the initial ACD interaction and the ACW time is associated with that interaction and STID along with any outbound interaction made by the agent during the ACW time.

nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. CIC assumes that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees an ACD interaction or conditions on the agent that would count as an Acw interaction, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

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tAcwCalls int True No

Sum of time, in seconds, agents spent on outbound interactions during After Call Work time associated with an interaction that was assigned to the STID. Also see nAcwCalls.

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nTransferedAcd int True No

Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without being connected to a user.

Only set for Call interaction types.

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nNotAnsweredAcd int True No

Number of ACD interactions that were not answered when presented to agents as an 'Alerting' interaction.

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tAlertedAcd int True No

Sum of the time, in seconds, ACD interactions spent in an 'Alerting' state on agent queues. Also referred to as ring time.

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nFlowOutAcd int True No

The number of ACD interactions that flowed out during this interval. Flow outs are defined as interactions that were removed from the STID without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction assigned to a STID to not reach an inactive state, and thus flow out, would be an interaction not answered or abandoned before the interaction is removed to the STID.

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tFlowOutAcd int True No

Sum of seconds ACD interactions were assigned to the STID before being counted in nFlowOutAcd. See nFlowOutAcd for more information. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it is assigned to the STID.

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nStartWaitAlertAcdCalls int True No

Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

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nStartActiveAcdCalls int True No

Number of ACD interactions that were active with an agent at start of the interval.

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nStartHeldAcdCalls int True No

Number of ACD interactions that were held at start of the interval.

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nEndWaitAlertAcdCalls int True No

Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

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nEndActiveAcdCalls int True No

Number of ACD interactions that are active with an agent at the end of the interval.

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nEndHeldAcdCalls int True No

Number of ACD interactions that are held at the end of the interval.

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nTransferWithinAcdCalls int True No

Not implemented in the current release. Number of ACD interactions transferred within this STID.

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nTransferOutAcdCalls int True No

Not implemented in the current release. Number of ACD interactions transferred out of this STID.

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nDisconnectAcd int True No

Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

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CustomValue1 int True No

Custom value for customer use.

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CustomValue2 int True No

Custom value for customer use.

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CustomValue3 int True No

Custom value for customer use.

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CustomValue4 int True No

The default value is set to mtAbandonedACD. mtAbandonedACD is the maximum amount of time a customer waited before they abandoned in an interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

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CustomValue5 int True No

The default value is set to nMessageACD. NMessageACD is the number of ACD interactions that went to a message state (voice mail for interactions) during the interval. It should be noted that subtracting this value from nAbandonedACD will not give you a true voice mail count, since it is possible for interactions to go in and out of voice mail several times or for an interaction to be answered and then sent to voice mail. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

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CustomValue6 int True No

The default value is set to nRequestedSuperAssistACD. NRequestSuperAssistACD is the number of supervisor-assist requests that were placed from the 'clients' for ACD interaction during the interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

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SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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SubSiteId int False No

Not used in the current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

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I3TimeStampGMT datetime False No

System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

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DimensionSet int False No

The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hierarchies set.

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SummDimensionSet int True No

The unique identifier referencing a set of report hierarchies for summary dimensions. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hierarchies set.

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ConfigurationSet int False No

The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings.

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nServiceLevel int False No

The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

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cServiceLevels varchar (1024) True No

A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

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SchemaMajorVersion tinyint False No

The major version that this row was written in. This is meant to distinguish migrated and native data.

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SchemaMinorVersion tinyint False No

The minor version that this row was written in. This is meant to distinguish migrated and native data.

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IWrkgrpQueueStats view

IWrkgrpQueueStats view.

IWrkgrpQueueStats Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int False No

A unique identifier representing this row.

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cName nvarchar (50) False Depends on customer usage

Name of the distribution queue that originated these statistics.

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cReportGroup nvarchar (50) False Yes

Subgroup for cName. A special '*' report group represents the sum of all activity for the cName in this interval. Any custom report groups that might be assigned to interactions that the distribution queue handles are also automatically added to the records associated with the cName.

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cHKey3 nvarchar (50) False No

This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

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cHKey4 nvarchar (50) False No

This represents the fourth level of hierarchy grouping in terms of reporting. This field will not be used in a typical implementation. This field will have a default value of '*'. For more information, see the record type hierarchy section in the Interval Queue Data summary.

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cType char (1) False No

Type of queue statistics data. In the case of the Workgroup Queue Statistics Interval view, a 'W' will be entered to signify the type is a distribution queue.

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dIntervalStart datetime False No

Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports. See Appendix B for more information.

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dIntervalStartUTC datetime True No

Holds dIntervalStart time UTC.

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nDuration int False No

Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

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nEnteredAcd int True No

The number of ACD related queue interactions that entered this queue during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval. An interaction is only counted as having entered once relative to this queue assignment.

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nAbandonedAcd int True No

The number of ACD related queue interactions that abandoned this queue during the interval. Interactions that transfer from one to another distribution queue where no agent ever answers the interaction in the first distribution queue will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd. See the section in the Interval Queue Data summary section earlier in this document for more information on abandons.

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nGrabbedAcd int True No

This value is not currently supported.

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nLocalDisconnectAcd int True No

Number of ACD queue interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

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nLocalDisconnectAgentAlertAcd int True No

The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

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nLocalDisconnectAgentAcd int True No

The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

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nAlertedAcd int True No

Number of ACD related queue interactions that were in an 'Alerting' state while in this queue (interactions which transition to 'Alerting' more than once are only counted once).

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nAnsweredAcd int True No

Number of ACD related queue interactions that were answered by agents that were members of this queue. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. An interaction is only counted as answered once relative to this queue assignment. If the interaction is transferred to another agent within the same distribution queue and is answered by another agent, it is still only counted once. Voice mail interactions are considered abandons and do not count towards nAnsweredAcd. This value can exceed nEnteredACD for a distribution queue because interactions can enter the queue in the previous interval and be answered in the current interval.

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nAnswered int True No

Number of all interactions (ACD and non-ACD) that were answered by the agents that were members of this queue. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. See nAnsweredAcd for more information.

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nAcdSvcLvl int True No

Number of seconds in the first service level. For more information, see the description of service levels in the Interval Queue Data summary section above.

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nAnsweredAcdSvcLvl int True No

The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

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nAnsweredAcdSvcLvl1 int True No

Number of ACD interactions answered in first service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl2 int True No

Number of ACD interactions answered in second service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl3 int True No

Number of ACD interactions answered in third service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl4 int True No

Number of ACD interactions answered in fourth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl5 int True No

Number of ACD interactions answered in fifth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl6 int True No

Number of ACD interactions answered in sixth service level. See nAnsweredAcdSvcLvl1.

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nAbandonAcdSvcLvl int True No

The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

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nAbandonAcdSvcLvl1 int True No

Number of ACD interactions abandoned in first service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section above.

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nAbandonAcdSvcLvl2 int True No

Number of ACD interactions abandoned in second service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl3 int True No

Number of ACD interactions abandoned in third service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl4 int True No

Number of ACD interactions abandoned in fourth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl5 int True No

Number of ACD interactions abandoned in fifth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl6 int True No

Number of ACD interactions abandoned in Sixth service level. See nAbandonAcdSvcLvl1.

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tGrabbedAcd int True No

This value is not currently supported.

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tAnsweredAcd int True No

The sum of the time, in seconds, of all ACD interactions that were in queue before entering 'Client_Connected' state. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

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mtAnsweredAcd int True No

The maximum time, in seconds, an ACD interaction was in the queue before entering a 'Client_Connected' state. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

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tAbandonedAcd int True No

The sum of the time, in seconds, all abandoned ACD interactions were in queue before they abandoned during this interval. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

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tTalkAcd int True No

The sum of the time, in seconds, all ACD interactions spent from when they first entered a 'Client_Connected' state until the time the ACD interactions went inactive or flowed out of the queue. It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval. Interactions might have entered the queue in the previous interval.

It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

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tTalkCompleteAcd int True No

Counts the total talk time of a call in the period in which it completed, unlike tTalkAcd which counts the talk time for each period it is counted in.

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nHoldAcd int True No

Number of ACD related interactions that were placed on hold while in this queue.

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tHoldAcd int True No

The sum of the time, in seconds, all ACD interactions spent on hold while in this queue.

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nSuspendedAcd int True No

For future changes.

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tSuspendedAcd int True No

For future changes.

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nHeldSpanAcd int True No

For future changes.

 4.0.106.453 4.0 Release
nAcw int True No

Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions.

 4.0.106.453 4.0 Release
tAcw int True No

The sum of the time, in seconds, agents spent in an After Call Work status (also known as wrap up time). The count starts when an interaction goes inactive (usually due to a local or remote disconnect) and ends when the agent leaves the 'After Call Work' status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

 4.0.106.453 4.0 Release
tAcwComplete int True No

Counts the total ACW Time for the completed ACW sessions. This includes the total time for each session even if it spanned multiple statistic intervals.

 4.0.106.453 4.0 Release
nExternToInternCalls int True No

Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 4.0.106.453 4.0 Release
nExternToInternAcdCalls int True No

Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 4.0.106.453 4.0 Release
nInternToExternCalls int True No

Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

 4.0.106.453 4.0 Release
nInternToExternAcdCalls int True No

Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

 4.0.106.453 4.0 Release
nInternToInternCalls int True No

Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

 4.0.106.453 4.0 Release
nInternToInternAcdCalls int True No

Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 4.0.106.453 4.0 Release
tExternToInternCalls int True No

Sum of seconds for all interactions from external locations to internal extensions.

 4.0.106.453 4.0 Release
tExternToInternAcdCalls int True No

Sum of seconds for ACD interactions from external locations to internal extensions.

 4.0.106.453 4.0 Release
tInternToExternCalls int True No

Sum of seconds for all interactions from internal extensions to external locations.

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tInternToExternAcdCalls int True No

Sum of seconds for ACD interactions from internal extensions to external locations. (Not Implemented or used in current version, but it is set when using Interaction Dialer.)

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tInternToInternCalls int True No

Sum of seconds for all interactions from internal extensions to internal extension.

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tInternToInternAcdCalls int True No

Sum of seconds for ACD interactions from internal extensions to internal extensions. This includes ACD Interactions transferred between agents in the same distribution queue. Both agents are credited with an ACD interaction.

 4.0.106.453 4.0 Release
nAcwCalls int True No

Number of outbound interactions made by agents during After Call Work time. If an agent places an interaction after handling an ACD interaction, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. It is assumed that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees ACD or conditions on the agent that would count as an AcwCall, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

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tAcwCalls int True No

Sum of time, in seconds, the agent spent on outbound interactions during 'After Call Work' time. Also see nAcwCalls.

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nTransferedAcd int True No

Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without being connected to a user.

Only set for Call interaction types.

 4.0.106.453 4.0 Release
nNotAnsweredAcd int True No

Number of ACD interactions that were not answered when presented to agents as an 'Alerting' interaction.

The nNotAnsweredAcd column is only incremented when an interaction that is presented to an agent as an 'Alerting' interaction is not answered and the interaction is removed from the queue without reaching an inactive state. For example, when a call enters a marketing queue and alerts agent1 and then agent--and neither agent answers the call--and agent3 is alerted and answers the call, nNotAnsweredAcd is incremented by 1 for agent1 and agent2, but is not incremented for agent3 and the marketing workgroup queue.

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tAlertedAcd int True No

Sum of the time, in seconds, ACD interactions spent in an 'Alerting' state on agent queues. Also referred to as Ring time.

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nFlowOutAcd int True No

The number of ACD interactions that flowed out during this interval. Flow outs are defined as queue interactions that were removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to not reach an inactive state, and thus flow out, would be a queue interaction that is transferred. nNotAnsweredAcd interactions will also count towards nFlowOutAcd

 4.0.106.453 4.0 Release
tFlowOutAcd int True No

Sum of seconds ACD interactions were in queue before being counted in nFlowOutAcd. See nFlowOutAcd for more information. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue.

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nStartWaitAlertAcdCalls int True No

Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

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nStartActiveAcdCalls int True No

Number of ACD interactions that were active with an agent at start of the interval.

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nStartHeldAcdCalls int True No

Number of ACD interactions that were held at start of the interval.

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nEndWaitAlertAcdCalls int True No

Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

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nEndActiveAcdCalls int True No

Number of ACD interactions that are active with an agent at the end of the interval.

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nEndHeldAcdCalls int True No

Number of ACD interactions that are held at the end of the interval.

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nTransferWithinAcdCalls int True No

Not implemented for this release.

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nTransferOutAcdCalls int True No

Not implemented for this release.

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nDisconnectAcd int True No

Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

 4.0.106.453 4.0 Release
tAgentLoggedIn int True No

The time, in seconds, that the agent was logged in to the client. This time is divided between the agent's statuses in tAgentOnAcdCall, tAgentOnOtherAcdCal, tAgentInAcw, tAgentOnNonAcdCall, tAgentAvailable, tAgentDnd, and tAgentNotAvailable.

The values in these status fields are adjusted up or down so their sum equals tAgentLoggedIn. Because rounding differences can cause loss of seconds whenever one time is summed as parts broken down by seconds, rounded values are adjusted to insure there is no difference in the sum.

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tAgentAvailable int True No

Sum of time, in seconds, agents were in an available status, whether or not the agent is activated. This column relates specifically to the agent and not the interaction type, meaning it is not limited to ACD-available statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

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tAgentTalk int True No

Sum of time, in seconds, the agent was on ACD interactions from first Client_Connected until end of ACW for this queue.

Note tAgentTalk is tTalkACD + tACW, and should be thought of as tHandleTime.

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tAgentOtherBusy int True No

Sum of the time, in seconds, agents were working on interactions (ACD and non-ACD) for queues other this one.

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tAgentOnAcdCall int True No

Sum of the time in seconds the agent was working on ACD connected interactions for the workgroup

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tAgentOnOtherAcdCall int True No

Sum of the time in seconds the agent was working on ACD connected interactions for other workgroups

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tAgentInAcw int True No

Sum of the time, in seconds, agents were in an 'After call Work' state.

Note tAgentInAcw is for the Workgroup and User rows of statistics that are associated with tACW, and will include the tACW time. For other rows, tACW will not be included in tAgentInAcw, but instead will be counted as ACD time of another Workgroup and be in tAgentOnOtherAcdCall and tAgentOtherBusy. For non-ACW time, manual follow-up not associated with an ACD interaction, the time in a follow-up status will be included in tAgentInAcw and tAgentStatusACW.

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tAgentOnNonAcdCall int True No

Sum of the time, in seconds, agents were working on non-ACD interactions.

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tAgentDnd int True No

Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDnd is one of a group of values which might correlate to tAgentLoggedIn time. It is driven by the combination of ACD availability and client status.

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tAgentNotAvailable int True No

Sum of the time, in seconds, agents were not available to take ACD interactions, but were logged in to the system.

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tAgentAcdLoggedIn int True No

Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the 'Status allows ACD calls' box checked. By default, only the Available status has this box checked. All three conditions of the agent must be met to count toward tAgentAcdLoggedIn time: 1. Agent must be logged in; 2. Agent must be in a status that has Status Allows ACD calls selected; 3. Agent must be activated in the workgroup queue. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls. Note: If given permission in IA, an agent can change his or her workgroup status in CIC clients, affecting individual workgroup totals.

This statistic can be used to track Idle Time.

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tAgentAcdLoggedIn2 int True No

Same as tAgentAcdLoggedIn but the agent's status has no effect to this statistic.

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tAgentStatusDnd int True No

Sum of the time, in seconds, agents were in a 'Do Not Disturb' status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value may differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

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tAgentStatusAcw int True No

Sum of the time, in seconds, agents were in an After Call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value may differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

 4.0.106.453 4.0 Release
tAgentLoggedInDiluted int True No

The diluted logged in time, in seconds, for agents who are members of this queue. Calculated by dividing the time the agents were logged in by the number of queues the agents were a member of. For example, if this queue has 10 agents who were only members of this queue and were logged in for 1800 seconds, the value would be 18000. If 5 of these agents became members of a second queue and were logged in for the same amount of time to the second queue, the value would be 900 x 5 which is 4500 plus 9000 (for the 5 agents who were not a member of any other queue) for a total of 13500.

 4.0.106.453 4.0 Release
tStatusGroupFollowup int True No

This value is not currently supported.

 17.4.0.0 IC-128607 Zeroed out tStatusGroupFollowup column
tStatusGroupBreak int True No

This value is not currently supported.

 17.4.0.0 IC-128607 Zeroed out tStatusGroupBreak column
tStatusGroupTraining int True No

This value is not currently supported.

 17.4.0.0 IC-128607 Zeroed out tStatusGroupTraining column
CustomValue1 int True No

Custom value for customer use.

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CustomValue2 int True No

Custom value for customer use.

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CustomValue3 int True No

Custom value for customer use.

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CustomValue4 int True No

The default value is set to mtAbandonedACD. The mtAbandonedACD column is the maximum amount of time a customer waited before they abandoned in an interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

 4.0.106.453 4.0 Release
CustomValue5 int True No

The default value is set to nMessageACD. The column NMessageACD is the number of ACD interactions that went to a message state (voice mail for interactions) during the interval. It should be noted that subtracting this value from nAbandonedACD will not give you a true voice mail count, since it is possible for interactions to go in and out of voice mail several times or for an interaction to be answered and then sent to voice mail.

If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

 4.0.106.453 4.0 Release
CustomValue6 int True No

The default value is set to nRequestedSuperAssistACD. NRequestSuperAssistACD is the number of supervisor-assist requests that were placed from the 'clients' for ACD interaction during the interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

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SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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SubSiteId int False No

Not used in this version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

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I3TimeStampGMT datetime False No

System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

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DimensionSet int False No

The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hierarchies set.

 4.0.106.453 4.0 Release
SummDimensionSet int True No

The unique identifier referencing a set of report hierarchies for summary dimensions. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hierarchies set.

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ConfigurationSet int False No

The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings.

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nServiceLevel int False No

The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

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cServiceLevels varchar (1024) True No

A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

 4.0.106.453 4.0 Release
SchemaMajorVersion tinyint False No

The major version that this row was written in. This is meant to distinguish migrated and native data.

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SchemaMinorVersion tinyint False No

The minor version that this row was written in. This is meant to distinguish migrated and native data.

 4.0.106.453 4.0 Release

IWrkgrpQueueStats_NoDups view

IWrkgrpQueueStats_NoDups view.

IWrkgrpQueueStats_NoDups Schema

LoginLogoutChangeLog_viw view

LoginLogoutChangeLog_viw view.

LoginLogoutChangeLog_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
ApplicationName nvarchar (50) False No

The client Application name, for example, Interaction Client or Interaction Administrator.

 15.2.0.516 Added for storing application login and logout information.
Action smallint False No

The action type, for example, Login or Logout.

 15.2.0.516 Added for storing application login and logout information.
ActionDateTime datetime2 False No

The timestamp when the action happens.

 15.2.0.516 Added for storing application login and logout information.
ActionDateTimeGMT datetime2 False No

The GMT timestamp when the action happens.

 15.2.0.516 Added for storing application login and logout information.
UserId nvarchar (50) True Yes

The userid, who logged in to or logged out from the application.

 15.2.0.516 Added for storing application login and logout information.
Station nvarchar (50) True Depends on customer usage

The station used to log in to or log out from the application.

 15.2.0.516 Added for storing application login and logout information.
ICServer nvarchar (50) True No

The machine or IC server the application logged in to or logged out from.

 15.2.0.516 Added for storing application login and logout information.
SessionManagerInstanceId nvarchar (50) True No

The SessionManager instance Id.

 15.2.0.516 Added for storing application login and logout information.
ErrorDescription nvarchar (50) True No

A descriptive message about the error happening during a login. The values are populated from the ICErrorCodeLookup table that has error codes and error descriptions.

 15.2.0.516 Added for storing application login and logout information.
I3TimeStampGMT datetime False No

Used by the data records purging mechanism.

 15.2.0.516 Added for storing application login and logout information.
SiteId smallint False No

The site identifier.

 15.2.0.516 Added for storing application login and logout information.

RPT_ParameterDetail view

RPT_ParameterDetail view.

RPT_ParameterDetail Schema

RPT_ReportData view

RPT_ReportData view.

RPT_ReportData Schema

SGServiceLevel_viw view

SGServiceLevel_viw view.

SGServiceLevel_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int False No

A unique identifier representing this row. This identifier can be used to join back to IStatsGroup view.

 4.0.106.453 4.0 Release
cName nvarchar (50) False Depends on customer usage

The name of the distribution queue that originated these statistics.

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cReportGroup nvarchar (50) False No

The Subgroup for cName. A special '*' report group represents the sum of all activity for the cName in this interval. Any custom report groups that might be assigned to interactions that the distribution queue handles are also automatically added to the records associated with the cName.

 4.0.106.453 4.0 Release
cHKey3 nvarchar (50) False No

This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

 4.0.106.453 4.0 Release
cHKey4 nvarchar (50) False No

This represents the fourth level of hierarchy grouping in terms of reporting. This field will not be used in a typical implementation. This field will have a default value of '*'. For more information, see the record type hierarchy section in the Interval Queue Data summary.

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cType char (1) False No

Type of queue statistics data. In the case of the Workgroup Queue Statistics Interval view, an 'S' will be entered to signify the type is a statistics group.

 4.0.106.453 4.0 Release
dIntervalStart datetime False No

Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports. See Appendix B for more information.

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dIntervalStartUTC datetime True No

Holds dIntervalStart time UTC.

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nDuration int False No

The duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

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AnsweredSLTarget int True No

The number of ACD interactions answered in the target service level.

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AbandonedSLTarget int True No

The number of ACD interactions abandoned in the target service level.

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nAnsweredAcdSvcLvl1 int True No

The number of ACD interactions answered in the first service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl2 int True No

The number of ACD interactions answered in the second service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl3 int True No

The number of ACD interactions answered in the third service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl4 int True No

The number of ACD interactions answered in the fourth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl5 int True No

The number of ACD interactions answered in the fifth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl6 int True No

The number of ACD interactions answered in the sixth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl7 int True No

The number of ACD interactions answered in the seventh service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl8 int True No

The number of ACD interactions answered in the eighth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl9 int True No

The number of ACD interactions answered in the ninth service level. See nAnsweredAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl10 int True No

The number of ACD interactions answered in the tenth service level. See nAnsweredAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl11 int True No

The number of ACD interactions answered in the eleventh service level. See nAnsweredAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl12 int True No

The number of ACD interactions answered in the twelfth service level. See nAnsweredAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl13 int True No

The number of ACD interactions answered in the thirteenth service level. See nAnsweredAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl14 int True No

The number of ACD interactions answered in the fourteenth service level. See nAnsweredAcdSvcLvl1.

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nAbandonAcdSvcLvl1 int True No

The number of ACD interactions abandoned in the first service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section above.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl2 int True No

The number of ACD interactions abandoned in the second service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl3 int True No

The number of ACD interactions abandoned in the third service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl4 int True No

The number of ACD interactions abandoned in the fourth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl5 int True No

The number of ACD interactions abandoned in the fifth service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl6 int True No

The number of ACD interactions abandoned in the sixth service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl7 int True No

The number of ACD interactions abandoned in the seventh service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl8 int True No

The number of ACD interactions abandoned in the eighth service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl9 int True No

The number of ACD interactions abandoned in the ninth service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl10 int True No

The number of ACD interactions abandoned in the tenth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl11 int True No

The number of ACD interactions abandoned in the eleventh service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl12 int True No

The number of ACD interactions abandoned in the twelfth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl13 int True No

The number of ACD interactions abandoned in the thirteenth service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl14 int True No

The number of ACD interactions abandoned in the fourteenth service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
SiteId smallint False No

The site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

 4.0.106.453 4.0 Release
SubSiteId int False No

Not used in this version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use.

 4.0.106.453 4.0 Release
I3TimeStampGMT datetime False No

A system supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

 4.0.106.453 4.0 Release
DimensionSet int False No

The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hierarchies set.

 4.0.106.453 4.0 Release
ConfigurationSet int False No

The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings.

 4.0.106.453 4.0 Release
nServiceLevel int False No

The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

 4.0.106.453 4.0 Release
cServiceLevels varchar (1024) True No

A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL.

 4.0.106.453 4.0 Release

user_calldetail_viw view

user_calldetail_viw view.

user_calldetail_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
CallId char (18) False Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
CallType varchar (20) True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
CallDirection varchar (20) True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
LocalUserId nvarchar (50) True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
LocalNumber varchar (200) True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
RemoteNumberFmt varchar (50) True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
RemoteName nvarchar (50) True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
InitiatedDateTimeGMT datetime True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
ConnectedDateTimeGMT datetime True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
CallDurationSeconds bigint True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
HoldDurationSeconds bigint True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
DNIS nvarchar (50) True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
InteractionType tinyint False Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
AccountCode nvarchar (50) True Unknown

17.1.0.324 Added for the new Crystal Call Detail report.
SiteID smallint False Unknown

17.1.0.324 Added for the new Crystal Call Detail report.

UserProductivity_viw view

UserProductivity_viw view.

UserProductivity_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int False No

17.1.0.324 Added for the new Crystal User Productivity report.
cName nvarchar (50) False Yes

17.1.0.324 Added for the new Crystal User Productivity report.
cReportGroup nvarchar (50) False Depends on customer usage

17.1.0.324 Added for the new Crystal User Productivity report.
cHKey3 nvarchar (50) False No

17.1.0.324 Added for the new Crystal User Productivity report.
cHKey4 nvarchar (50) False No

17.1.0.324 Added for the new Crystal User Productivity report.
dIntervalStartUTC datetime True No

17.1.0.324 Added for the new Crystal User Productivity report.
nEnteredAcd int False No

17.1.0.324 Added for the new Crystal User Productivity report.
nAbandonedAcd int False No

17.1.0.324 Added for the new Crystal User Productivity report.
nAnsweredAcd int False No

17.1.0.324 Added for the new Crystal User Productivity report.
tTalkACD int False No

17.1.0.324 Added for the new Crystal User Productivity report.
tHoldACD int False No

17.1.0.324 Added for the new Crystal User Productivity report.
tAcw int False No

17.1.0.324 Added for the new Crystal User Productivity report.
nExternToInternCalls int False No

17.1.0.324 Added for the new Crystal User Productivity report.
nExternToInternAcdCalls int False No

17.1.0.324 Added for the new Crystal User Productivity report.
nInternToExternCalls int False No

17.1.0.324 Added for the new Crystal User Productivity report.
nInternToExternAcdCalls int False No

17.1.0.324 Added for the new Crystal User Productivity report.
tExternToInternCalls int False No

17.1.0.324 Added for the new Crystal User Productivity report.
tExternToInternAcdCalls int False No

17.1.0.324 Added for the new Crystal User Productivity report.
tInternToExternCalls int False No

17.1.0.324 Added for the new Crystal User Productivity report.
tInternToExternAcdCalls int False No

17.1.0.324 Added for the new Crystal User Productivity report.
nTransferedAcd int False No

17.1.0.324 Added for the new Crystal User Productivity report.
nFlowOutAcd int False No

17.1.0.324 Added for the new Crystal User Productivity report.
SiteId smallint False No

17.1.0.324 Added for the new Crystal User Productivity report.
DimensionSet int False No

17.1.0.324 Added for the new Crystal User Productivity report.
ConfigurationSet int False No

17.1.0.324 Added for the new Crystal User Productivity report.

AgentSLOverflows_viw view

AgentSLOverflows_viw view.

AgentSLOverflows_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int False No

A unique identifier representing this row. This identifier can be used to join back to IAgentQueueStats view.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
OverflowGroupSet int False No

Service level overflows are either group set 1 or group set 2, providing a total of 8 additional service level buckets (6 in group set 1, and 2 in group set 2) for both answer and abandon service levels. This table is utilized by the AgentServiceLevel_viw view.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAnsweredAcdSvcLvl1 int True No

Number of ACD interactions answered in the seventh (or thirteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAnsweredAcdSvcLvl2 int True No

Number of ACD interactions answered in the eighth (or fourteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAnsweredAcdSvcLvl3 int True No

Number of ACD interactions answered in the ninth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAnsweredAcdSvcLvl4 int True No

Number of ACD interactions answered in the tenth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAnsweredAcdSvcLvl5 int True No

Number of ACD interactions answered in the eleventh service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAnsweredAcdSvcLvl6 int True No

Number of ACD interactions answered in the twelfth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAbandonAcdSvcLvl1 int True No

Number of ACD interactions abandoned in the seventh (or thirteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAbandonAcdSvcLvl2 int True No

Number of ACD interactions abandoned in the eighth (or fourteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAbandonAcdSvcLvl3 int True No

Number of ACD interactions abandoned in the ninth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAbandonAcdSvcLvl4 int True No

Number of ACD interactions abandoned in the tenth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAbandonAcdSvcLvl5 int True No

Number of ACD interactions abandoned in the eleventh service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
nAbandonAcdSvcLvl6 int True No

Number of ACD interactions abandoned in the twelfth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
dIntervalStartUTC datetime True No

Holds dIntervalStart time UTC.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.
SiteId smallint False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 17.4.0.0 Added for data extraction from AgentServiceLevelOverflows table.

AgentStatistics_viw view

AgentStatistics_viw view.

AgentStatistics_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int (4) False No

A unique identifier representing this row.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nEnteredAcd int (4) False No

The number of ACD related queue interactions that entered this queue during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAbandonedAcd int (4) False No

The number of ACD related queue interactions that abandoned this queue during the interval. Interactions that transfer from one distribution queue to another distribution queue, where no agent ever answers the interaction in the first distribution queue, will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nGrabbedAcd int (4) False No

This value is not currently supported.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nLocalDisconnectAcd int (4) False No

Number of ACD queue interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nLocalDisconnectAgentAlertAcd int (4) False No

The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nLocalDisconnectAgentAcd int (4) False No

The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAlertedAcd int (4) False No

Number of ACD related queue interactions that were in an Alerting state while in this queue. Note that interactions which transition to Alerting more than once are only counted once.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAnsweredAcd int (4) False No

Number of ACD related queue interactions that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent. This number can exceed nEnteredACD for the agent's queue because interactions can enter the queue in the previous interval and then be answered in the current interval. Interactions are only answered once relative to the agent queue assignment.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAnswered int (4) False No

Number of all interactions, ACD and non-ACD, that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent. See nAnsweredAcd for more information.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAcdSvcLvl int (4) False No

Number of seconds in the first service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more info.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAnsweredAcdSvcLvl int (4) False No

The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAnsweredAcdSvcLvl1 int (4) False No

The number of ACD interactions answered in the first service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAnsweredAcdSvcLvl2 int (4) False No

The number of ACD interactions answered in the second service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAnsweredAcdSvcLvl3 int (4) False No

The number of ACD interactions answered in the third service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAnsweredAcdSvcLvl4 int (4) False No

The number of ACD interactions answered in the fourth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAnsweredAcdSvcLvl5 int (4) False No

The number of ACD interactions answered in the fifth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAnsweredAcdSvcLvl6 int (4) False No

The number of ACD interactions answered in the sixth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAbandonAcdSvcLvl int (4) False No

The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAbandonAcdSvcLvl1 int (4) False No

The number of ACD interactions abandoned in the first service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAbandonAcdSvcLvl2 int (4) False No

The number of ACD interactions abandoned in the second service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAbandonAcdSvcLvl3 int (4) False No

The number of ACD interactions abandoned in the third service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAbandonAcdSvcLvl4 int (4) False No

The number of ACD interactions abandoned in the fourth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAbandonAcdSvcLvl5 int (4) False No

The number of ACD interactions abandoned in the fifth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAbandonAcdSvcLvl6 int (4) False No

The number of ACD interactions abandoned in the sixth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tGrabbedAcd int (4) False No

This value is not currently supported.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAnsweredAcd int (4) False No

The sum of the time in seconds of all ACD interactions that were in queue before entering a Client_Connected state.

 17.4.0.0 Added for data extraction from AgentStatistics table.
mtAnsweredAcd int (4) False No

The maximum time in seconds that an interaction was in the queue before entering a Client_Connected state.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAbandonedAcd int (4) False No

The sum of the time in seconds all abandoned ACD interactions were in queue before they abandoned.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tTalkAcd int (4) False No

The sum of the time, in seconds, all ACD interactions spent from when they first entered a Client_Connected state until the time the ACD interactions went inactive or flowed out of the queue.

It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval.

Interactions might have entered the queue in the previous interval. It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note: tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tTalkCompleteAcd int (4) False No

Counts the total talk time of a call in the period in which it completed, unlike tTalkAcd which counts the talk time for each period it is counted in.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nHoldAcd int (4) False No

Number of ACD interactions that were placed on hold while in this queue.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tHoldAcd int (4) False No

The sum of the time, in seconds, all ACD interactions spent on hold while in this queue.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nSuspendedAcd int (4) False No

For future changes.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tSuspendedAcd int (4) False No

For future changes.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nHeldSpanAcd int (4) False No

For future changes.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAcw int (4) False No

Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAcw int (4) False No

The sum of the time, in seconds, the agent spent in an After Call Work status, also known as wrap up time. The count starts when an interaction goes inactive, usually due to a local or remote disconnect, and ends when the agent leaves the After Call Work status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note: tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAcwComplete int (4) False No

Counts the total ACW Time for the completed ACW sessions. This includes the total time for each session even if it spanned multiple statistic intervals.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nExternToInternCalls int (4) False No

Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nExternToInternAcdCalls int (4) False No

Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nInternToExternCalls int (4) False No

Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nInternToExternAcdCalls int (4) False No

Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nInternToInternCalls int (4) False No

Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nInternToInternAcdCalls int (4) False No

Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tExternToInternCalls int (4) False No

Sum of seconds for all interactions from external locations to internal extensions.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tExternToInternAcdCalls int (4) False No

Sum of seconds for ACD interactions from external locations to internal extensions.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tInternToExternCalls int (4) False No

Sum of seconds for all interactions from internal extensions to external locations.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tInternToExternAcdCalls int (4) False No

Sum of seconds for ACD interactions from internal extensions to external locations.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tInternToInternCalls int (4) False No

Sum of seconds for all interactions from internal extensions to internal extensions.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tInternToInternAcdCalls int (4) False No

Sum of seconds for ACD interactions from internal extensions to internal extensions. This includes ACD Interactions transferred between agents in the same distribution queue. Both agents are credited with the ACD interaction.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nAcwCalls int (4) False No

Number of outbound interactions made by the agent during After Call Work time. If the agent places an interaction after handling an ACD interaction, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. CIC assumes that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees an ACD interaction or conditions on the agent queue that would count as an AcwCall, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAcwCalls int (4) False No

Sum of time, in seconds, the agent spent on outbound interactions during After Call Work time. Also see nAcwCalls.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nTransferedAcd int (4) False No

Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without being connected to a user.

Only set for Call interaction types.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nNotAnsweredAcd int (4) False No

Number of ACD interactions that were not answered when presented to the agent as an Alerting interaction. nNotAnsweredAcd interactions will also count towards nFlowOutAcd.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAlertedAcd int (4) False No

Sum of the time, in seconds, ACD interactions spent in an Alerting state on this user queue. Also referred to as Ring time.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nFlowOutAcd int (4) False No

The number of ACD interactions that flowed out during this interval. Flow outs are defined as queue interactions that were removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to not reach an inactive state, and thus flow out, would be a queue interaction that is transferred.

Also, nNotAnsweredAcd. towards nFlowOutAcd.

Another possible reason for a flow out to occur would be from hunt group alerts. A multiple alert for hunt group places the same interaction on multiple user/agent queues. The interaction is considered a flow out in each of the user queues were the users do not answer. This would mean a large number of flow outs could be generated for each member of the hunt group when using this type of interaction routing.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tFlowOutAcd int (4) False No

Sum of seconds ACD interactions were in queue before being counted in nFlowOutAcd. See nFlowOutAcd for more information.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nStartWaitAlertAcdCalls int (4) False No

Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nStartActiveAcdCalls int (4) False No

Number of ACD interactions that were active with an agent at start of the interval.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nStartHeldAcdCalls int (4) False No

Number of ACD interactions that were held at start of the interval.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nEndWaitAlertAcdCalls int (4) False No

Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nEndActiveAcdCalls int (4) False No

Number of ACD interactions that are active with an agent at the end of the interval.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nEndHeldAcdCalls int (4) False No

Number of ACD interactions that are held at the end of the interval.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nTransferWithinAcdCalls int (4) False No

Not implemented for this release.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nTransferOutAcdCalls int (4) False No

Currently not implemented in this release.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nDisconnectAcd int (4) False No

Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentAcdLoggedIn int (4) False No

Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the Status allows ACD calls box checked. By default, only the Available status has this box checked. All three conditions must be met to count toward tAgentAcdLoggedIn time. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls. This statistic can be used to track Idle Time.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentAcdLoggedIn2 int (4) False No

Same as tAgentAcdLoggedIn but the agent's status has no effect to this statistic.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentLoggedInDiluted int (4) False No

Not meaningful relative to an agent queue because an agent cannot be a member of more than one agent queue. See IWrkgrpQueueStats.

 17.4.0.0 Added for data extraction from AgentStatistics table.
CustomValue1 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from AgentStatistics table.
CustomValue2 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from AgentStatistics table.
CustomValue3 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from AgentStatistics table.
CustomValue4 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from AgentStatistics table.
CustomValue5 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from AgentStatistics table.
CustomValue6 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from AgentStatistics table.
nSecuredIVR int (4) True No

Not currently implemented.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tSecuredIVR int (4) True No

Not currently implemented.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentLoggedIn int (4) True No

The time, in seconds, that the agent was logged in to the client. This time is divided between the agent's statuses in tAgentOnAcdCall, tAgentOnOtherAcdCal, tAgentInAcw, tAgentOnNonAcdCall, tAgentAvailable, tAgentDnd, and tAgentNotAvailable.

The values in these status fields are adjusted up or down so their sum equals tAgentLoggedIn. Because rounding differences can cause loss of seconds whenever one time is summed as parts broken down by seconds, rounded values are adjusted to insure there is no difference in the sum.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentAvailable int (4) True No

Sum of time, in seconds, agents were in an available status, whether or not the agent is activated. This column relates specifically to the agent and not the interaction type, meaning it is not limited to ACDavailable statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentDnd int (4) True No

Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDND is part of a set of values that must always sum up to tAgentLoggedIn. It is driven by the combination of ACD availability and client status.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentTalk int (4) True No

Sum of time, in seconds, the agent was on ACD interactions from first Client_Connected until end of ACW for this queue.

Note: tAgentTalk is tTalkACD + tACW, and should be thought of as tHandleTime.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentOtherBusy int (4) True No

Sum of the time, in seconds, agents were working on interactions (ACD and non-ACD) for queues other this one.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentOnAcdCall int (4) True No

Sum of the time in seconds the agent was working on ACD connected interactions for the workgroup

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentOnOtherAcdCall int (4) True No

Sum of the time in seconds the agent was working on ACD connected interactions for other workgroups

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentInAcw int (4) True No

Sum of the time, in seconds the agent was in an After Call Work state.

Note: tAgentInAcw is for the Workgroup and User rows of statistics that are associated with tACW, and will include the tACW time. For other rows, tACW will not be included in tAgentInAcw, but instead will be counted as ACD time of another Workgroup and be in tAgentOnOtherAcdCall and tAgentOtherBusy. For non-ACW time, manual follow-up not associated with an ACD interaction, the time in a follow-up status will be included in tAgentInAcw and tAgentStatusACW.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentOnNonAcdCall int (4) True No

Sum of the time, in seconds the agent was working on non-ACD interactions.

 17.4.0.0 Added for data extraction from AgentStatistics table.
tAgentNotAvailable int (4) True No

Sum of the time, in seconds, the agent was not available to take ACD interactions, but was logged in to the system.

 17.4.0.0 Added for data extraction from AgentStatistics table.
dIntervalStartUTC datetime (8) True No

Holds dIntervalStart time UTC.

 17.4.0.0 Added for data extraction from AgentStatistics table.
SiteId smallint (2) False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 17.4.0.0 Added for data extraction from AgentStatistics table.

AgentStatus_viw view

AgentStatus_viw view.

AgentStatus_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int (4) False No

A unique identifier representing this row.

 17.4.0.0 Added for data extraction from AgentStatus table.
tAgentStatusDnd int (4) False No

Sum of the time, in seconds, the agent was in a Do Not Disturb status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value can differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

 17.4.0.0 Added for data extraction from AgentStatus table.
tAgentStatusAcw int (4) False No

Sum of the time, in seconds, the agent was in an After call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value can differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

 17.4.0.0 Added for data extraction from AgentStatus table.
tStatusGroupFollowup int (4) False No

Sum of the time, in seconds, the agent was in any status that belongs to the status group Followup.

A status group is any grouping of agent status messages. There are five predefined groups in CIC: Available, Break, Followup, Training, and Unavailable. Beyond just grouping statuses, status groups provide a way to track specific time in a status as part of the interval information of an agent or distribution queue. See the StatusGroup column in the AgentActivityLog table for more information.

It is possible to define your own custom groups. See the online help in Interaction Administrator for more information. It is also possible to make the group to status mapping a one to one mapping. No grouping is actually forced, just encouraged.

Note: For the IAgentQueueStats view, the tStatusGroupFollowup column will always be 0 (zero) in the workgroup row, and the value is populated only for the workgroup summary row.

 17.4.0.0 Added for data extraction from AgentStatus table.
tStatusGroupBreak int (4) False No

Sum of time, in seconds, the agent was in any status that belongs to the status group Break. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupBreak column will always be 0 (zero) in the workgroup summary row.

 17.4.0.0 Added for data extraction from AgentStatus table.
tStatusGroupTraining int (4) False No

Sum of time, in seconds, the agent was in any status that belongs to the status group Training. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupTraining column will always be 0 (zero) in the workgroup summary row.

 17.4.0.0 Added for data extraction from AgentStatus table.
dIntervalStartUTC datetime (8) True No

Holds dIntervalStart time UTC.

 17.4.0.0 Added for data extraction from AgentStatus table.
SiteId smallint (2) False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 17.4.0.0 Added for data extraction from AgentStatus table.

DQServiceLevelOverflows_viw view

DQServiceLevelOverflows_viw view.

DQServiceLevelOverflows_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int (4) False No

A unique identifier representing this row. This identifier can be used to join back to IWrkgrpQueueStats view.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
OverflowGroupSet int (4) False No

Service level overflows are either group set 1 or group set 2, providing a total of 8 additional service level buckets (6 in group set 1, and 2 in group set 2) for both answer and abandon service levels. This table is utilized by the DQServiceLevel_viw view.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAnsweredAcdSvcLvl1 int (4) True No

Number of ACD interactions answered in seventh (or thirteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAnsweredAcdSvcLvl2 int (4) True No

Number of ACD interactions answered in eighth (or fourteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAnsweredAcdSvcLvl3 int (4) True No

Number of ACD interactions answered in ninth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAnsweredAcdSvcLvl4 int (4) True No

Number of ACD interactions answered in tenth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAnsweredAcdSvcLvl5 int (4) True No

Number of ACD interactions answered in eleventh service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAnsweredAcdSvcLvl6 int (4) True No

Number of ACD interactions answered in twelfth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAbandonAcdSvcLvl1 int (4) True No

Number of ACD interactions abandoned in seventh (or thirteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAbandonAcdSvcLvl2 int (4) True No

Number of ACD interactions abandoned in eighth (or fourteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAbandonAcdSvcLvl3 int (4) True No

Number of ACD interactions abandoned in ninth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAbandonAcdSvcLvl4 int (4) True No

Number of ACD interactions abandoned in tenth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAbandonAcdSvcLvl5 int (4) True No

Number of ACD interactions abandoned in eleventh service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
nAbandonAcdSvcLvl6 int (4) True No

Number of ACD interactions abandoned in twelfth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
dIntervalStartUTC datetime (8) True No

Holds dIntervalStart time UTC.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.
SiteId smallint (2) False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 17.4.0.0 Added for data extraction from DQServiceLevelOverflows table.

DQStatistics_viw view

DQStatistics_viw view.

DQStatistics_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int (4) False No

A unique identifier representing this row.

 17.4.0.0 Added for data extraction from DQStatistics table.
nEnteredAcd int (4) False No

The number of ACD related queue interactions that entered this queue during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval. An interaction is only counted as having entered once relative to this queue assignment.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAbandonedAcd int (4) False No

The number of ACD related queue interactions that abandoned this queue during the interval. Interactions that transfer from one to another distribution queue where no agent ever answers the interaction in the first distribution queue will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd. See the section in the Interval Queue Data summary section earlier in this document for more information on abandons.

 17.4.0.0 Added for data extraction from DQStatistics table.
nGrabbedAcd int (4) False No

This value is not currently supported.

 17.4.0.0 Added for data extraction from DQStatistics table.
nLocalDisconnectAcd int (4) False No

Number of ACD queue interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

 17.4.0.0 Added for data extraction from DQStatistics table.
nLocalDisconnectAgentAlertAcd int (4) False No

The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

 17.4.0.0 Added for data extraction from DQStatistics table.
nLocalDisconnectAgentAcd int (4) False No

The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAlertedAcd int (4) False No

Number of ACD related queue interactions that were in an 'Alerting' state while in this queue (interactions which transition to 'Alerting' more than once are only counted once).

 17.4.0.0 Added for data extraction from DQStatistics table.
nAnsweredAcd int (4) False No

Number of ACD related queue interactions that were answered by agents that were members of this queue. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. An interaction is only counted as answered once relative to this queue assignment. If the interaction is transferred to another agent within the same distribution queue and is answered by another agent, it is still only counted once. Voice mail interactions are considered abandons and do not count towards nAnsweredAcd. This value can exceed nEnteredACD for a distribution queue because interactions can enter the queue in the previous interval and be answered in the current interval.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAnswered int (4) False No

Number of all interactions (ACD and non-ACD) that were answered by the agents that were members of this queue. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. See nAnsweredAcd for more information.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAcdSvcLvl int (4) False No

Number of seconds in the first service level. For more information, see the description of service levels in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAnsweredAcdSvcLvl int (4) False No

The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAnsweredAcdSvcLvl1 int (4) False No

Number of ACD interactions answered in first service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAnsweredAcdSvcLvl2 int (4) False No

Number of ACD interactions answered in second service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAnsweredAcdSvcLvl3 int (4) False No

Number of ACD interactions answered in third service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAnsweredAcdSvcLvl4 int (4) False No

Number of ACD interactions answered in fourth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAnsweredAcdSvcLvl5 int (4) False No

Number of ACD interactions answered in fifth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAnsweredAcdSvcLvl6 int (4) False No

Number of ACD interactions answered in sixth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAbandonAcdSvcLvl int (4) False No

The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAbandonAcdSvcLvl1 int (4) False No

Number of ACD interactions abandoned in first service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAbandonAcdSvcLvl2 int (4) False No

Number of ACD interactions abandoned in second service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAbandonAcdSvcLvl3 int (4) False No

Number of ACD interactions abandoned in third service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAbandonAcdSvcLvl4 int (4) False No

Number of ACD interactions abandoned in fourth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAbandonAcdSvcLvl5 int (4) False No

Number of ACD interactions abandoned in fifth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAbandonAcdSvcLvl6 int (4) False No

Number of ACD interactions abandoned in sixth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from DQStatistics table.
tGrabbedAcd int (4) False No

This value is not currently supported.

 17.4.0.0 Added for data extraction from DQStatistics table.
tAnsweredAcd int (4) False No

The sum of the time, in seconds, of all ACD interactions that were in queue before entering 'Client_Connected' state. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

 17.4.0.0 Added for data extraction from DQStatistics table.
mtAnsweredAcd int (4) False No

The maximum time, in seconds, an ACD interaction was in the queue before entering a 'Client_Connected' state. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

 17.4.0.0 Added for data extraction from DQStatistics table.
tAbandonedAcd int (4) False No

The sum of the time, in seconds, all abandoned ACD interactions were in queue before they abandoned during this interval. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

 17.4.0.0 Added for data extraction from DQStatistics table.
tTalkAcd int (4) False No

The sum of the time, in seconds, all ACD interactions spent from when they first entered a 'Client_Connected' state until the time the ACD interactions went inactive or flowed out of the queue. It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval. Interactions might have entered the queue in the previous interval.

It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note: tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

 17.4.0.0 Added for data extraction from DQStatistics table.
tTalkCompleteAcd int (4) False No

Counts the total talk time of a call in the period in which it completed, unlike tTalkAcd which counts the talk time for each period it is counted in.

 17.4.0.0 Added for data extraction from DQStatistics table.
nHoldAcd int (4) False No

Number of ACD related interactions that were placed on hold while in this queue.

 17.4.0.0 Added for data extraction from DQStatistics table.
tHoldAcd int (4) False No

The sum of the time, in seconds, all ACD interactions spent on hold while in this queue.

 17.4.0.0 Added for data extraction from DQStatistics table.
nSuspendedAcd int (4) False No

For future changes.

 17.4.0.0 Added for data extraction from DQStatistics table.
tSuspendedAcd int (4) False No

For future changes.

 17.4.0.0 Added for data extraction from DQStatistics table.
nHeldSpanAcd int (4) False No

For future changes.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAcw int (4) False No

Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions.

 17.4.0.0 Added for data extraction from DQStatistics table.
tAcw int (4) False No

The sum of the time, in seconds, agents spent in an After Call Work status (also known as wrap up time). The count starts when an interaction goes inactive (usually due to a local or remote disconnect) and ends when the agent leaves the 'After Call Work' status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note: tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

 17.4.0.0 Added for data extraction from DQStatistics table.
tAcwComplete int (4) False No

Counts the total ACW Time for the completed ACW sessions. This includes the total time for each session even if it spanned multiple statistic intervals.

 17.4.0.0 Added for data extraction from DQStatistics table.
nExternToInternCalls int (4) False No

Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 17.4.0.0 Added for data extraction from DQStatistics table.
nExternToInternAcdCalls int (4) False No

Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 17.4.0.0 Added for data extraction from DQStatistics table.
nInternToExternCalls int (4) False No

Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

 17.4.0.0 Added for data extraction from DQStatistics table.
nInternToExternAcdCalls int (4) False No

Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

 17.4.0.0 Added for data extraction from DQStatistics table.
nInternToInternCalls int (4) False No

Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

 17.4.0.0 Added for data extraction from DQStatistics table.
nInternToInternAcdCalls int (4) False No

Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 17.4.0.0 Added for data extraction from DQStatistics table.
tExternToInternCalls int (4) False No

Sum of seconds for all interactions from external locations to internal extensions.

 17.4.0.0 Added for data extraction from DQStatistics table.
tExternToInternAcdCalls int (4) False No

Sum of seconds for ACD interactions from external locations to internal extensions.

 17.4.0.0 Added for data extraction from DQStatistics table.
tInternToExternCalls int (4) False No

Sum of seconds for all interactions from internal extensions to external locations.

 17.4.0.0 Added for data extraction from DQStatistics table.
tInternToExternAcdCalls int (4) False No

Sum of seconds for ACD interactions from internal extensions to external locations.

 17.4.0.0 Added for data extraction from DQStatistics table.
tInternToInternCalls int (4) False No

Sum of seconds for all interactions from internal extensions to internal extensions.

 17.4.0.0 Added for data extraction from DQStatistics table.
tInternToInternAcdCalls int (4) False No

Sum of seconds for ACD interactions from internal extensions to internal extensions. This includes ACD Interactions transferred between agents in the same distribution queue. Both agents are credited with the ACD interaction.

 17.4.0.0 Added for data extraction from DQStatistics table.
nAcwCalls int (4) False No

Number of outbound interactions made by agents during After Call Work time. If an agent places an interaction after handling an ACD interaction, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. It is assumed that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees ACD or conditions on the agent that would count as an AcwCall, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

 17.4.0.0 Added for data extraction from DQStatistics table.
tAcwCalls int (4) False No

Sum of time, in seconds, the agent spent on outbound interactions during 'After Call Work' time. Also see nAcwCalls.

 17.4.0.0 Added for data extraction from DQStatistics table.
nTransferedAcd int (4) False No

Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without being connected to a user.

Only set for Call interaction types.

 17.4.0.0 Added for data extraction from DQStatistics table.
nNotAnsweredAcd int (4) False No

Number of ACD interactions that were not answered when presented to agents as an 'Alerting' interaction.

The nNotAnsweredAcd column is only incremented when an interaction that is presented to an agent as an 'Alerting' interaction is not answered and the interaction is removed from the queue without reaching an inactive state. For example, when a call enters a marketing queue and alerts agent1 and then agent--and neither agent answers the call--and agent3 is alerted and answers the call, nNotAnsweredAcd is incremented by 1 for agent1 and agent2, but is not incremented for agent3 and the marketing workgroup queue.

 17.4.0.0 Added for data extraction from DQStatistics table.
tAlertedAcd int (4) False No

Sum of the time, in seconds, ACD interactions spent in an 'Alerting' state on agent queues. Also referred to as Ring time.

 17.4.0.0 Added for data extraction from DQStatistics table.
nFlowOutAcd int (4) False No

The number of ACD interactions that flowed out during this interval. Flow outs are defined as queue interactions that were removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to not reach an inactive state, and thus flow out, would be a queue interaction that is transferred. nNotAnsweredAcd interactions will also count towards nFlowOutAcd

 17.4.0.0 Added for data extraction from DQStatistics table.
tFlowOutAcd int (4) False No

Sum of seconds ACD interactions were in queue before being counted in nFlowOutAcd. See nFlowOutAcd for more information. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue.

 17.4.0.0 Added for data extraction from DQStatistics table.
nStartWaitAlertAcdCalls int (4) False No

Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

 17.4.0.0 Added for data extraction from DQStatistics table.
nStartActiveAcdCalls int (4) False No

Number of ACD interactions that were active with an agent at start of the interval.

 17.4.0.0 Added for data extraction from DQStatistics table.
nStartHeldAcdCalls int (4) False No

Number of ACD interactions that were held at start of the interval.

 17.4.0.0 Added for data extraction from DQStatistics table.
nEndWaitAlertAcdCalls int (4) False No

Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

 17.4.0.0 Added for data extraction from DQStatistics table.
nEndActiveAcdCalls int (4) False No

Number of ACD interactions that are active with an agent at the end of the interval.

 17.4.0.0 Added for data extraction from DQStatistics table.
nEndHeldAcdCalls int (4) False No

Number of ACD interactions that are held at the end of the interval.

 17.4.0.0 Added for data extraction from DQStatistics table.
nTransferWithinAcdCalls int (4) False No

Not implemented for this release.

 17.4.0.0 Added for data extraction from DQStatistics table.
nTransferOutAcdCalls int (4) False No

Not implemented for this release.

 17.4.0.0 Added for data extraction from DQStatistics table.
nDisconnectAcd int (4) False No

Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

 17.4.0.0 Added for data extraction from DQStatistics table.
CustomValue1 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from DQStatistics table.
CustomValue2 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from DQStatistics table.
CustomValue3 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from DQStatistics table.
CustomValue4 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from DQStatistics table.
CustomValue5 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from DQStatistics table.
CustomValue6 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from DQStatistics table.
nSecuredIVR int (4) True No

Not currently implemented.

 17.4.0.0 Added for data extraction from DQStatistics table.
tSecuredIVR int (4) True No

Not currently implemented.

 17.4.0.0 Added for data extraction from DQStatistics table.
tAgentTalk int (4) True No

Sum of time, in seconds, the agent was on ACD interactions from first Client_Connected until end of ACW for this queue.

Note: tAgentTalk is tTalkACD + tACW, and should be thought of as tHandleTime.

 17.4.0.0 Added for data extraction from DQStatistics table.
dIntervalStartUTC datetime (8) True No

Holds dIntervalStart time UTC.

 17.4.0.0 Added for data extraction from DQStatistics table.
SiteId smallint (2) False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 17.4.0.0 Added for data extraction from DQStatistics table.

DQStatus_viw view

DQStatus_viw view.

DQStatus_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int (4) False No

A unique identifier representing this row.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentLoggedIn int (4) False No

The time, in seconds, that the agent was logged in to the client. This time is divided between the agent's statuses in tAgentOnAcdCall, tAgentOnOtherAcdCal, tAgentInAcw, tAgentOnNonAcdCall, tAgentAvailable, tAgentDnd, and tAgentNotAvailable.

The values in these status fields are adjusted up or down so their sum equals tAgentLoggedIn. Because rounding differences can cause loss of seconds whenever one time is summed as parts broken down by seconds, rounded values are adjusted to insure there is no difference in the sum.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentAvailable int (4) False No

Sum of time, in seconds, agents were in an available status, whether or not the agent is activated. This column relates specifically to the agent and not the interaction type, meaning it is not limited to ACD-available statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentOtherBusy int (4) False No

Sum of the time, in seconds, agents were working on interactions (ACD and non-ACD) for queues other this one.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentOnAcdCall int (4) False No

Sum of the time in seconds the agent was working on ACD connected interactions for the workgroup

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentOnOtherAcdCall int (4) False No

Sum of the time in seconds the agent was working on ACD connected interactions for other workgroups

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentInAcw int (4) False No

Sum of the time, in seconds, agents were in an 'After call Work' state.

Note tAgentInAcw is for the Workgroup and User rows of statistics that are associated with tACW, and will include the tACW time. For other rows, tACW will not be included in tAgentInAcw, but instead will be counted as ACD time of another Workgroup and be in tAgentOnOtherAcdCall and tAgentOtherBusy. For non-ACW time, manual follow-up not associated with an ACD interaction, the time in a follow-up status will be included in tAgentInAcw and tAgentStatusACW.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentOnNonAcdCall int (4) False No

Sum of the time, in seconds, agents were working on non-ACD interactions.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentDnd int (4) False No

Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDnd is one of a group of values which might correlate to tAgentLoggedIn time. It is driven by the combination of ACD availability and client status.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentNotAvailable int (4) False No

Sum of the time, in seconds, agents were not available to take ACD interactions, but were logged in to the system.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentAcdLoggedIn int (4) False No

Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the 'Status allows ACD calls' box checked. By default, only the Available status has this box checked. All three conditions of the agent must be met to count toward tAgentAcdLoggedIn time: 1. Agent must be logged in; 2. Agent must be in a status that has Status Allows ACD calls selected; 3. Agent must be activated in the workgroup queue. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls. Note: If given permission in IA, an agent can change his or her workgroup status in CIC clients, affecting individual workgroup totals.

This statistic can be used to track Idle Time.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentAcdLoggedIn2 int (4) False No

Same as tAgentAcdLoggedIn but the agent's status has no effect to this statistic.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentStatusDnd int (4) False No

Sum of the time, in seconds, agents were in a 'Do Not Disturb' status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value may differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentStatusAcw int (4) False No

Sum of the time, in seconds, agents were in an After Call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value may differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

 17.4.0.0 Added for data extraction from DQStatus table.
tAgentLoggedInDiluted int (4) False No

The diluted logged in time, in seconds, for agents who are members of this queue. Calculated by dividing the time the agents were logged in by the number of queues the agents were a member of. For example, if this queue has 10 agents who were only members of this queue and were logged in for 1800 seconds, the value would be 18000. If 5 of these agents became members of a second queue and were logged in for the same amount of time to the second queue, the value would be 900 x 5 which is 4500 plus 9000 (for the 5 agents who were not a member of any other queue) for a total of 13500.

 17.4.0.0 Added for data extraction from DQStatus table.
tStatusGroupFollowup int (4) False No

Sum of time, in seconds, agents were in any status that belongs to the status group 'Followup'. A Status Group is any grouping of agent status messages. There are five predefined groups in CIC: Available, Break, Followup, Training, and Unavailable. Beyond just grouping statuses, Status Groups provide a way to track specific time in a status as part of the interval information of an agent or distribution queue. See the StatusGroup column in the AgentActivityLog table for more information. It is possible to define your own custom groups. See the online help in Interaction Administrator for more information. It is also possible to make the group to status mapping a one to one mapping. No grouping is actually forced, just encouraged.

 17.4.0.0 Added for data extraction from DQStatus table.
tStatusGroupBreak int (4) False No

Sum of time, in seconds, agents were in any status that belongs to the status group Break. See tStatusGroupFollowup for more information.

 17.4.0.0 Added for data extraction from DQStatus table.
tStatusGroupTraining int (4) False No

Sum of time, in seconds, agents were in any status that belongs to the status group Training. See tStatusGroupFollowup for more information.

 17.4.0.0 Added for data extraction from DQStatus table.
dIntervalStartUTC datetime (8) True No

Holds dIntervalStart time UTC.

 17.4.0.0 Added for data extraction from DQStatus table.
SiteId smallint (2) False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 17.4.0.0 Added for data extraction from DQStatus table.

SGServiceLevelOverflows_viw view

SGServiceLevelOverflows_viw view.

SGServiceLevelOverflows_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int (4) False No

A unique identifier representing this row. This identifier can be used to join back to IWrkgrpQueueStats view.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
OverflowGroupSet int (4) False No

Service level overflows are either group set 1 or group set 2, providing a total of 8 additional service level buckets (6 in group set 1, and 2 in group set 2) for both answer and abandon service levels. This table is utilized by the SGServiceLevel_viw view.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAnsweredAcdSvcLvl1 int (4) True No

Number of ACD interactions answered in seventh (or thirteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAnsweredAcdSvcLvl2 int (4) True No

Number of ACD interactions answered in eighth (or fourteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAnsweredAcdSvcLvl3 int (4) True No

Number of ACD interactions answered in ninth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAnsweredAcdSvcLvl4 int (4) True No

Number of ACD interactions answered in tenth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAnsweredAcdSvcLvl5 int (4) True No

Number of ACD interactions answered in eleventh service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAnsweredAcdSvcLvl6 int (4) True No

Number of ACD interactions answered in twelfth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAbandonAcdSvcLvl1 int (4) True No

Number of ACD interactions abandoned in seventh (or thirteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAbandonAcdSvcLvl2 int (4) True No

Number of ACD interactions abandoned in eighth (or fourteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAbandonAcdSvcLvl3 int (4) True No

Number of ACD interactions abandoned in ninth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAbandonAcdSvcLvl4 int (4) True No

Number of ACD interactions abandoned in tenth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAbandonAcdSvcLvl5 int (4) True No

Number of ACD interactions abandoned in eleventh service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
nAbandonAcdSvcLvl6 int (4) True No

Number of ACD interactions abandoned in twelfth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
dIntervalStartUTC datetime (8) True No

Holds dIntervalStart time UTC.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.
SiteId smallint (2) False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 17.4.0.0 Added for data extraction from SGServiceLevelOverflows table.

SGStatistics_viw view

SGStatistics_viw view.

SGStatistics_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
StatisticsSet int (4) False No

A unique identifier representing this row.

 17.4.0.0 Added for data extraction from SGStatistics table.
nEnteredAcd int (4) False No

The number of ACD related interactions that entered this STID during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval. An interaction is only counted as having entered once relative to this STID assignment.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAbandonedAcd int (4) False No

The number of ACD related interactions that abandoned this STID during the interval. Interactions that are reassigned from one STID to another STID (where no agent ever answers the interaction in the first STID) will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd. See the section in the Interval Queue Data summary section above for more information on abandons.

 17.4.0.0 Added for data extraction from SGStatistics table.
nGrabbedAcd int (4) False No

This value is not currently supported.

 17.4.0.0 Added for data extraction from SGStatistics table.
nLocalDisconnectAcd int (4) False No

Number of ACD interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

 17.4.0.0 Added for data extraction from SGStatistics table.
nLocalDisconnectAgentAlertAcd int (4) False No

The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

 17.4.0.0 Added for data extraction from SGStatistics table.
nLocalDisconnectAgentAcd int (4) False No

The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAlertedAcd int (4) False No

Number of ACD related interactions that were in an 'Alerting' state while in this STID (interactions which transition to 'Alerting' more than once are counted once).

 17.4.0.0 Added for data extraction from SGStatistics table.
nAnsweredAcd int (4) False No

Number of ACD related interactions that were answered by agents while assigned to this STID. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. An interaction is only counted as answered once relative to this STID assignment. If the interaction is transferred to and/or answered by another agent or queue while still assigned to the same STID, it is still only counted as answered once for the STID. Voice mail interactions are considered abandons and do not count towards nAnsweredAcd. This value can exceed nEnteredACD for STID because interactions can enter the STID in the previous interval and be answered in the current interval.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAnswered int (4) False No

Number of all interactions (ACD and non-ACD) that were answered by the agents while assigned to this STID. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. See nAnsweredAcd for more information.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAcdSvcLvl int (4) False No

Number of seconds in the first service level. For more information, see the description of service levels in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAnsweredAcdSvcLvl int (4) False No

The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAnsweredAcdSvcLvl1 int (4) False No

Number of ACD interactions answered in first service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it is assigned to the STID. For more information, see the description of service levels in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAnsweredAcdSvcLvl2 int (4) False No

Number of ACD interactions answered in second service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it is assigned to the STID. For more information, see the description of service levels in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAnsweredAcdSvcLvl3 int (4) False No

Number of ACD interactions answered in third service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it is assigned to the STID. For more information, see the description of service levels in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAnsweredAcdSvcLvl4 int (4) False No

Number of ACD interactions answered in fourth service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it is assigned to the STID. For more information, see the description of service levels in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAnsweredAcdSvcLvl5 int (4) False No

Number of ACD interactions answered in fifth service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it is assigned to the STID. For more information, see the description of service levels in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAnsweredAcdSvcLvl6 int (4) False No

Number of ACD interactions answered in sixth service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it is assigned to the STID. For more information, see the description of service levels in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAbandonAcdSvcLvl int (4) False No

The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAbandonAcdSvcLvl1 int (4) False No

Number of ACD interactions abandoned in first service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID. For more information, see the description of service levels and abandoned calls in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAbandonAcdSvcLvl2 int (4) False No

Number of ACD interactions abandoned in second service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID. For more information, see the description of service levels and abandoned calls in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAbandonAcdSvcLvl3 int (4) False No

Number of ACD interactions abandoned in third service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID. For more information, see the description of service levels and abandoned calls in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAbandonAcdSvcLvl4 int (4) False No

Number of ACD interactions abandoned in fourth service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID. For more information, see the description of service levels and abandoned calls in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAbandonAcdSvcLvl5 int (4) False No

Number of ACD interactions abandoned in fifth service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID. For more information, see the description of service levels and abandoned calls in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAbandonAcdSvcLvl6 int (4) False No

Number of ACD interactions abandoned in sixth service level. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID. For more information, see the description of service levels and abandoned calls in the Interval Queue Data summary section above.

 17.4.0.0 Added for data extraction from SGStatistics table.
tGrabbedAcd int (4) False No

This value is not currently supported.

 17.4.0.0 Added for data extraction from SGStatistics table.
tAnsweredAcd int (4) False No

The sum of the time, in seconds, all ACD interactions assigned to the STID spent before entering 'Client_Connected' state. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID.

 17.4.0.0 Added for data extraction from SGStatistics table.
mtAnsweredAcd int (4) False No

The maximum time, in seconds, an ACD interaction assigned to the STID was in the STID before entering a 'Client_Connected' state. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID.

 17.4.0.0 Added for data extraction from SGStatistics table.
tAbandonedAcd int (4) False No

The sum of the time, in seconds, all abandoned ACD interactions assigned to the STID were in the STID before they abandoned during this interval. The time tracked begins from the point the call becomes an ACD call, which is not necessarily the same as when it was assigned to the STID.

 17.4.0.0 Added for data extraction from SGStatistics table.
tTalkAcd int (4) False No

The sum of the time, in seconds, all ACD interactions assigned to the STID spent from when they first entered a 'Client_Connected' state until the time the ACD interactions went inactive or flowed out of the STID. It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval. Interactions might have been assigned to the STID in the previous interval.

It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

 17.4.0.0 Added for data extraction from SGStatistics table.
tTalkCompleteAcd int (4) False No

Counts the total talk time of a call in the period in which it completed, unlike tTalkAcd which counts the talk time for each period it is counted in.

 17.4.0.0 Added for data extraction from SGStatistics table.
nHoldAcd int (4) False No

Number of ACD related interactions that were placed on hold while assigned to the STID.

 17.4.0.0 Added for data extraction from SGStatistics table.
tHoldAcd int (4) False No

The sum of the time, in seconds, all ACD interactions spent on hold while assigned to this STID.

 17.4.0.0 Added for data extraction from SGStatistics table.
nSuspendedAcd int (4) False No

For future changes.

 17.4.0.0 Added for data extraction from SGStatistics table.
tSuspendedAcd int (4) False No

For future changes.

 17.4.0.0 Added for data extraction from SGStatistics table.
nHeldSpanAcd int (4) False No

For future changes.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAcw int (4) False No

Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions.

 17.4.0.0 Added for data extraction from SGStatistics table.
tAcw int (4) False No

The sum of the time, in seconds, agents spent in an 'After Call Work' status (also known as wrap up time). The count starts when an interaction assigned to the STID goes inactive (usually due to a local or remote disconnect) and ends when the agent leaves the After Call Work status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

 17.4.0.0 Added for data extraction from SGStatistics table.
tAcwComplete int (4) False No

Counts the total ACW Time for the completed ACW sessions. This includes the total time for each session even if it spanned multiple statistic intervals.

 17.4.0.0 Added for data extraction from SGStatistics table.
nExternToInternCalls int (4) False No

Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 17.4.0.0 Added for data extraction from SGStatistics table.
nExternToInternAcdCalls int (4) False No

Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 17.4.0.0 Added for data extraction from SGStatistics table.
nInternToExternCalls int (4) False No

Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

 17.4.0.0 Added for data extraction from SGStatistics table.
nInternToExternAcdCalls int (4) False No

Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

 17.4.0.0 Added for data extraction from SGStatistics table.
nInternToInternCalls int (4) False No

Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

 17.4.0.0 Added for data extraction from SGStatistics table.
nInternToInternAcdCalls int (4) False No

Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 17.4.0.0 Added for data extraction from SGStatistics table.
tExternToInternCalls int (4) False No

Sum of seconds for all interactions from external locations to internal extensions.

 17.4.0.0 Added for data extraction from SGStatistics table.
tExternToInternAcdCalls int (4) False No

Sum of seconds for ACD interactions from external locations to internal extensions.

 17.4.0.0 Added for data extraction from SGStatistics table.
tInternToExternCalls int (4) False No

Sum of seconds for all interactions from internal extensions to external locations.

 17.4.0.0 Added for data extraction from SGStatistics table.
tInternToExternAcdCalls int (4) False No

Sum of seconds for ACD interactions from internal extensions to external locations.

 17.4.0.0 Added for data extraction from SGStatistics table.
tInternToInternCalls int (4) False No

Sum of seconds for all interactions from internal extensions to internal extensions.

 17.4.0.0 Added for data extraction from SGStatistics table.
tInternToInternAcdCalls int (4) False No

Sum of seconds for ACD interactions from internal extensions to internal extensions. This includes ACD Interactions transferred between agents in the same distribution queue. Both agents are credited with the ACD interaction.

 17.4.0.0 Added for data extraction from SGStatistics table.
nAcwCalls int (4) False No

Number of outbound interactions made by agents during After Call Work time. If an agent places an interaction after handling an ACD interaction assigned to the STID, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. The STID assignment is made on the initial ACD interaction and the ACW time is associated with that interaction and STID along with any outbound interaction made by the agent during the ACW time.

nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. CIC assumes that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees an ACD interaction or conditions on the agent that would count as an Acw interaction, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

 17.4.0.0 Added for data extraction from SGStatistics table.
tAcwCalls int (4) False No

Sum of time, in seconds, agents spent on outbound interactions during After Call Work time associated with an interaction that was assigned to the STID. Also see nAcwCalls.

 17.4.0.0 Added for data extraction from SGStatistics table.
nTransferedAcd int (4) False No

Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without being connected to a user.

Only set for Call interaction types.

 17.4.0.0 Added for data extraction from SGStatistics table.
nNotAnsweredAcd int (4) False No

Number of ACD interactions that were not answered when presented to agents as an 'Alerting' interaction.

 17.4.0.0 Added for data extraction from SGStatistics table.
tAlertedAcd int (4) False No

Sum of the time, in seconds, ACD interactions spent in an 'Alerting' state on agent queues. Also referred to as ring time.

 17.4.0.0 Added for data extraction from SGStatistics table.
nFlowOutAcd int (4) False No

The number of ACD interactions that flowed out during this interval. Flow outs are defined as interactions that were removed from the STID without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction assigned to a STID to not reach an inactive state, and thus flow out, would be an interaction not answered or abandoned before the interaction is removed to the STID.

 17.4.0.0 Added for data extraction from SGStatistics table.
tFlowOutAcd int (4) False No

Sum of seconds ACD interactions were assigned to the STID before being counted in nFlowOutAcd. See nFlowOutAcd for more information. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it is assigned to the STID.

 17.4.0.0 Added for data extraction from SGStatistics table.
nStartWaitAlertAcdCalls int (4) False No

Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

 17.4.0.0 Added for data extraction from SGStatistics table.
nStartActiveAcdCalls int (4) False No

Number of ACD interactions that were active with an agent at start of the interval.

 17.4.0.0 Added for data extraction from SGStatistics table.
nStartHeldAcdCalls int (4) False No

Number of ACD interactions that were held at start of the interval.

 17.4.0.0 Added for data extraction from SGStatistics table.
nEndWaitAlertAcdCalls int (4) False No

Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

 17.4.0.0 Added for data extraction from SGStatistics table.
nEndActiveAcdCalls int (4) False No

Number of ACD interactions that are active with an agent at the end of the interval.

 17.4.0.0 Added for data extraction from SGStatistics table.
nEndHeldAcdCalls int (4) False No

Number of ACD interactions that are held at the end of the interval.

 17.4.0.0 Added for data extraction from SGStatistics table.
nTransferWithinAcdCalls int (4) False No

Not implemented in the current release. Number of ACD interactions transferred within this STID.

 17.4.0.0 Added for data extraction from SGStatistics table.
nTransferOutAcdCalls int (4) False No

Not implemented in the current release. Number of ACD interactions transferred out of this STID.

 17.4.0.0 Added for data extraction from SGStatistics table.
nDisconnectAcd int (4) False No

Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

 17.4.0.0 Added for data extraction from SGStatistics table.
CustomValue1 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from SGStatistics table.
CustomValue2 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from SGStatistics table.
CustomValue3 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from SGStatistics table.
CustomValue4 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from SGStatistics table.
CustomValue5 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from SGStatistics table.
CustomValue6 int (4) False No

Custom value for customer use.

 17.4.0.0 Added for data extraction from SGStatistics table.
nSecuredIVR int (4) True No

Not currently implemented.

 17.4.0.0 Added for data extraction from SGStatistics table.
tSecuredIVR int (4) True No

Not currently implemented.

 17.4.0.0 Added for data extraction from SGStatistics table.
dIntervalStartUTC datetime (8) True No

Holds dIntervalStart time UTC.

 17.4.0.0 Added for data extraction from SGStatistics table.
SiteId smallint (2) False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 17.4.0.0 Added for data extraction from SGStatistics table.

IAAttributeLog_viw view

IAAttributeLog_viw view.

IAAttributeLog_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
IAAttributeLogId int (4) False No

Unique ID for the attribute that was changed.

 17.4.0.0 Added for data extraction from IAAttributeLog table.
EnhancedIAChangeLogId int (4) False No

The foreign key to the IAChangeLog table.

 17.4.0.0 Added for data extraction from IAAttributeLog table.
AttributeName nvarchar (100) True No

The name of the attribute that was changed.

 17.4.0.0 Added for data extraction from IAAttributeLog table.
PreviousValue nvarchar (1850) True No

The value before the change was made. This field can contain an empty string. This can happen when the value has never been set before, or if a field was cleared out are a couple of example cases.

 17.4.0.0 Added for data extraction from IAAttributeLog table.
NewValue nvarchar (1850) True No

The new value that was set for the attribute. This field can contain an empty string. This can happen when the value has been cleared out.

 17.4.0.0 Added for data extraction from IAAttributeLog table.
ChangeDateTimeGMT datetime (8) False No

Greenwich Mean Time for when the change was made.

 17.4.0.0 Added for data extraction from IAAttributeLog table.
SiteId smallint (2) False No

Site ID

 17.4.0.0 Added for data extraction from IAAttributeLog table.

IALicenseAttributeLog_viw view

IALicenseAttributeLog_viw view.

IALicenseAttributeLog_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
IALicenseAttributeLogId int (4) False No

Unique ID for the license change.

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.
EnhancedIAChangeLogId int (4) False No

Foreign key to the IAChangeLog table.

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.
License smallint (2) False No

The ID of the license. This corresponds to the ID found in the IALicenseLookup table.

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.
IsAssignable bit (1) False No

If the license allocation method for the given IAChangeLog entry key is assignable or concurrent. A value of 1 in this column means assignable and 0 is concurrent.

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.
IsActive bit (1) False No

If the licenses are enabled for the given IAChangeLog entry key. 1 means enabled and 0 means disabled

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.
CallCallback bit (1) False No

Field used to denote if call/callback is selected as the ACD media type. Only valid for ACD Media 2 and ACD Media 3 licenses

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.
Chat bit (1) False No

Field used to denote if chat is selected as the ACD media type. Only valid for ACD Media 2 and ACD Media 3 licenses.

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.
Email bit (1) False No

Field used to denote if chat is selected as the ACD media type. Only valid for ACD Media 2 and ACD Media 3 licenses.

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.
Generic bit (1) False No

Field used to denote if generic is selected as the ACD media type. Only valid for ACD Media 2 and ACD Media 3 licenses.

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.
ChangeDateTimeGMT datetime (8) False No

Greenwich Mean Time for when the change was made.

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.
SiteId smallint (2) False No

Site ID

 17.4.0.0 Added for data extraction from IALicenseAttributeLog table.