Call History Details
Table used to display additional information about a placed interaction.
| 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 |
|---|---|---|---|---|---|---|---|---|---|
| callhistory_id | bigint | False | Unknown | Correlates this record with a row in the CallHistory table |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| callidkey | char (18) | True | Unknown | Alphanumeric string set by Queue Manager that uniquely identifies an interaction, guaranteed to be unique across related sites and over time. Useful to correlate this table with other data tables. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| call_requested | datetime | True | Unknown | Time when Dialer sent a request to place the call to Telephony Services. The call has not been placed yet. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| line_connect | datetime | True | Unknown | Time when the call connected to the remote station and audio is detected. This occurs when the call connected to the station begins ringing and Telephony Services detects that someone or something picked up the call. At this point, audio is detected, but is not identified by Call Analysis. Dialer does not know exactly when the call is answered, only when a person or machine responded to a connected call. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| ca_requested | datetime | True | Unknown | Time when Telephony Services requests for Call Analysis to begin. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| ca_begin | datetime | True | Unknown | Time when Telephony Services started to send audio to Media Server. At this moment, TS begins Call Analysis to detect whether a person or machine answered. This is typically the moment when a contact said hello, or a machine said something. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| ca_end | datetime | True | Unknown |
Time when Media Server determined whether a person or machine answered. At this time, TS completed call analysis. Put another way, ca_end indicates when call analysis had high enough confidence in its result to stop analyzing the audio stream. Call analysis is longer or shorter based on the audio it receives. It is most efficient when it hears audio followed by a period of silence. For example, when someone answers and says hello, call analysis waits another half second for the silence that follows. Live party detection generally takes 1 second. Call analysis will take longer if it is sent music, or if a person or machine speaks without leaving a gap of silence in the audio stream. Until call analysis has high confidence in the accuracy of its result, it will continue analyzing audio until it eventually times out. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| acd_routed | datetime | True | Unknown | Time when Dialer started to route to an agent or workgroup, by asking TS to route the call to an agent or workgroup. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| agent_connected | datetime | True | Unknown |
Time when the audio stream between the called party and the agent is started. The agent may not have spoken yet. Agent Connected occurs when the call is connected to the agent's queue. If the agent has a persistent connection, he will respond sooner than when the agent must make a connection to pick up the call. For this reason, persistent connections are highly recommended. During this phase, calls transition from an Offering state (when the call goes to an agent's station) to an Alerting state when ringing begins, and to a Connected state when the agent presses a button or picks up a handset. The time recorded for Agent Connected corresponds to the Connected state. This column is set to NULL for agentless campaigns. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| playback_requested | datetime | True | Unknown | When playing a recording or sending a call to an Attendant profile, the time when Dialer requests TS to play a Pre-recorded message, where applicable. Simply put, the time when Dialer requested to play back a wave file. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| insert_time | datetime | True | Unknown | Time when this record was inserted into the database. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. |
| 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 |
|---|---|---|---|---|---|---|---|---|---|
| callhistory_id | number | False | Unknown | Correlates this record with a row in the CallHistory table |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| callidkey | char (18) | True | Unknown | Alphanumeric string set by Queue Manager that uniquely identifies an interaction, guaranteed to be unique across related sites and over time. Useful to correlate this table with other data tables. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| call_requested | timestamp | True | Unknown | Time when Dialer sent a request to place the call to Telephony Services. The call has not been placed yet. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| line_connect | timestamp | True | Unknown | Time when the call connected to the remote station and audio is detected. This occurs when the call connected to the station begins ringing and Telephony Services detects that someone or something picked up the call. At this point, audio is detected, but is not identified by Call Analysis. Dialer does not know exactly when the call is answered, only when a person or machine responded to a connected call. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| ca_requested | timestamp | True | Unknown | Time when Telephony Services requests for Call Analysis to begin. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| ca_begin | timestamp | True | Unknown | Time when Telephony Services started to send audio to Media Server. At this moment, TS begins Call Analysis to detect whether a person or machine answered. This is typically the moment when a contact said hello, or a machine said something. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| ca_end | timestamp | True | Unknown |
Time when Media Server determined whether a person or machine answered. At this time, TS completed call analysis. Put another way, ca_end indicates when call analysis had high enough confidence in its result to stop analyzing the audio stream. Call analysis is longer or shorter based on the audio it receives. It is most efficient when it hears audio followed by a period of silence. For example, when someone answers and says hello, call analysis waits another half second for the silence that follows. Live party detection generally takes 1 second. Call analysis will take longer if it is sent music, or if a person or machine speaks without leaving a gap of silence in the audio stream. Until call analysis has high confidence in the accuracy of its result, it will continue analyzing audio until it eventually times out. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| acd_routed | timestamp | True | Unknown | Time when Dialer started to route to an agent or workgroup, by asking TS to route the call to an agent or workgroup. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| agent_connected | timestamp | True | Unknown |
Time when the audio stream between the called party and the agent is started. The agent may not have spoken yet. Agent Connected occurs when the call is connected to the agent's queue. If the agent has a persistent connection, he will respond sooner than when the agent must make a connection to pick up the call. For this reason, persistent connections are highly recommended. During this phase, calls transition from an Offering state (when the call goes to an agent's station) to an Alerting state when ringing begins, and to a Connected state when the agent presses a button or picks up a handset. The time recorded for Agent Connected corresponds to the Connected state. This column is set to NULL for agentless campaigns. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| playback_requested | timestamp | True | Unknown | When playing a recording or sending a call to an Attendant profile, the time when Dialer requests TS to play a Pre-recorded message, where applicable. Simply put, the time when Dialer requested to play back a wave file. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. | |||
| insert_time | timestamp | True | Unknown | Time when this record was inserted into the database. |
18.4.0.000 | Added for reporting on key events of a dialer interaction. |