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Interaction Detail Data

Interaction Detail Data

This section summarizes the purpose of the Interaction Detail Data and the CallDetail_viw view. It explains how CIC generates records for the view, and includes important statistics used by the view. It lists the columns in the order they appear in the view. Earlier versions of CIC contained both a physical CallDetail table and a CallDetail_viw. In 4.0, the CallDetail table was replaced by two tables, InteractionSummary and InteractionCustomAttributes. These two tables make up the 4.0 and later version of the view CallDetail_viw. The columns in the earlier versions of the view and the newer version are the same for backwards compatibility, though there are a few new columns. Indexed columns are indicated in bold.

Data Source

The data source is a snapshot of interaction information at the time an interaction disconnects or ends. This data is collected one minute after disconnect. This delay allows any handlers that need to modify the attributes of the interaction after the disconnect and before the data is logged.

Type of information

The type of information includes end state, origination, duration, and last user active with an interaction.

Relationships to other tables and data

The relationship of the data in the CallDetail_viw view to the data in all the other tables is very limited. Because CIC only captures the last user’s information, it cannot be related directly to data in any of the other tables except in very simple environments. CIC does not reflect any transfers between distribution queues and agents in the CallDetail_viw view or to any reports using this table.

The CallDetail_viw view does have a relationship with the Account Code Mirror table, and supplies the Account Name in various reports.

Report Types using this data

Report types using this data include Call Detail, User Summary, DNIS, Account Code, Call, Call-Supervisor, and Supervisor Account Code. These categories of reports show simple interaction activity based on this data. These simple enterprise or summary activity reports will not be as complete as the interaction counts of Queue Period Statistics agent reports.

You should not apply the values stored in the CallDetail_viw view to user activity values for purposes where stringent control is required, such as compensation. It might not represent a user’s complete activity.

CallDetail_viw view

The CallDetail_viw view contains data related to all physical interactions placed or received by the system. Each interaction creates one or more records in the table based on the number of objects it ultimately creates. An interaction creates a unique object, resulting in a new row, anytime one of the following actions occurs:

  • The MakeCall function is used in a handler or by Interaction Desktop.
  • An inbound call is detected on a telephony interface card.
  • A conference call is created.
  • An incoming chat is received.
  • A station-to-station or a user to user (i.e., intercom) interaction creates two separate objects, one for each direction of the call, resulting in two records in the CallDetail_viw view.

Most, but not all, of an interaction object's attributes, at the time the interaction is disconnected, are logged to the Call Detail Record table (i.e., InteractionSummary). Custom attributes are not recorded in this table, although it is possible for you to modify the system and place custom attribute information in the InteractionCustomAttribute table.

Interaction Object Types

In addition to tracking information on calls, the CallDetail_viw view contains information on chats, e-mail, faxes, generic objects, various Web interactions, callback, SMS, and Social Media interactions.

Not all columns in the table are applicable to every supported object; some might not contain data for a specific interaction object type. However, supported interaction object types use the majority of the columns in the CallDetail_viw view, but there are some fundamental differences between certain object types. The following differences occur for chat object types:

  • All chats are inbound in direction. This means that a CIC user/agent cannot initiate a chat. A CIC user cannot initiate the external chat. However, an intercom chat can be made from one agent to another agent. During that scenario we will have two chats created in the database. One with outbound and another with inbound. The callType will be Intercom.
  • The LocalNumber field is not used for chats.

We have noted in the column when the information being stored in a column differs based on the type of interaction object.

Calldetail Interactiontype column

The Calldetail Interactiontype column (based on InteractionSummary.MediaType), in this table, tracks the following codes for the Interaction type:

Calldetail Interactiontype Column
Codes Description

0

Call Object

1

Chat Object

2

SMS Object

4

Generic Object

5

E-mail Object

6

Callback Object

7

Instant Question (This Interaction type was deprecated in 4.0, but for supporting historical data it is documented here.)

8

Web Collaboration (This Interaction type was deprecated in 4.0, but for supporting historical data it is documented here.)

9

Dual Form Web Interaction (This Interaction type was deprecated in 4.0, but for supporting historical data it is documented here.)

11

Monitor Object

21

Fax

22

WorkItem

23

Social Conversation

24

Social Direct Message

255

Unknown

How Remote Numbers and Names are Determined

Most remote number and name values in the CallDetail_viw view are derived from some externally provided value such as the ANI, DNIS, and Caller ID, or by IC white pages lookup, custom handler changes, or a direct client edit.

How the remote number and name are provided depends on the type of service you use. T1 and E1 circuits-provided services are not standardized, and can be provider specific. That is why CIC provides additional processing of the ANI/DNIS string in handlers. This allows installers to customize the handlers to do any additional processing that you might require for proper remote name and number processing.

Incoming Calls

For incoming calls on SIP lines, RemoteNumberCallID (in EIC as Eic_RemoteTnRaw) and RemoteName (in EIC as Eic_RemoteNameRaw) are obtained from the provider, when if available. If either is not available, CIC will not set the corresponding attribute. If CIC gets a remote number, it processes it further to generate RemoteNumberFmt and RemoteNumber.

The following are the CallDetail_viw view remote name and number column name equivalent to the IC attribute, or call object attribute mapping CIC uses to output the data analog and ISDN lines.

CallDetail_viw view Column Name IC Attribute Telephone Network Source

RemoteNumberCallID

Eic_RemoteTnRaw

Caller ID

RemoteName

TS Call object attribute RemoteName

Extended Caller ID

RemoteNumberFmt

Eic_RemoteTnDisplay

Display format of the Caller ID using the phone number configurations from IA.

RemoteNumber

Eic_RemoteTnNormalized

Normalized format of the Caller ID using the phone number configurations from IA.

The following are the CallDetail_viw view remote name and number column name equivalent to the IC attribute, or call object attribute mapping CIC uses to output the data when using T1 and E1 lines. (DNIS comes from InteractionSummary.DNIS_LocalID.)

Call Detail Column Name IC Attribute Telephone Network Source

RemoteNumber

Eic_RemoteTnNormalized

Normalized format of the ANI

RemoteNumberFmt

Eic_RemoteTnDisplay

Display format of the ANI

RemoteNumberCallId

Eic_RemoteTnRaw

ANI

RemoteName

Eic_RemoteNameRaw (or TS Call object attribute RemoteName)

ANI

DNIS

Eic_LocalTnRaw

DNIS

SMDI

If you enable SMDI, on any line type, CIC sets RemoteNumberCallID to the number returned. CIC also uses this value to generate the values for RemoteNumberFmt and RemoteNumber columns. The system does not set RemoteName.

Outbound Calls (Interactions)

For outbound calls, CIC sets RemoteNumberCallID to the dial string used to place the call. The system also further processes this number to generate RemoteNumberFmt and RemoteNumber. If CIC passes a remote name value to TS with the Make Call request, the system sets RemoteName with this value. If system does not pass a remote name, CIC performs a reverse white pages lookup using the remote number passed. If a hit is found, the system sets RemoteName to the returned value. Note that CIC only performs the white pages lookup if no remote name is specified.

Physical Attributes

Log Identifier Log Name Table Name

10

CDR Log

Interaction Summary

Column Definitions

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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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)

 4.0.106.453 4.0 Release
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.

 19.1.0.0 IC-151311
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

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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
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

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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).

 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).

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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.

 4.0.106.453 4.0 Release

Table Definition for InteractionSummary

InteractionSummary Table

Table Definition for InteractionCustomAttributes

InteractionCustomAttributes Table