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WrapUp Statistics

WrapUp Statistics

Wrap-up code feature has been drastically improved in this release. An interaction can now have multiple wrap-up code assigned for every segment it has. A wrap-up segment boundary gets defined when the interaction gets consulted (blind or warm) or made into a conference. The database logging is thus revamped to accommodate such behavior.

For the 4.0 release, a new table called InteractionWrapup replaced the IWrapUpStats table. Unlike IWrapUpStats, where an individual row represented a group of wrap-up code data, InteractionWrapup contains one segment wrap-up code for every interaction that requires a wrap-up code. The IWrapUpStats table will continue to remain in the database for legacy or migrated data.

A new column called SourceInteractionIdKey is introduced with this table. The field represents an InteractionIdKey and is meaningful on warm consult and conference cases. On single segment cases, the field will be identical to that of InteractionIdKey. On other cases, the field represents an intermediate interaction that was caused by the target interaction, or InteractionIdKey. In those cases, agents may see interactions in their client that is the effect of another interaction. This field is introduced to show their relationship.

InteractionWrapup Table

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.

 4.0.106.453 4.0 Release
WrapupStartDateTimeUTC datetime2 True No

The start for this wrap-up segment in UTC.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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

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)