Expand All Collapse All
Interaction Segments

IntxSegment Table

Interaction Segments

This table stores the details of each segment of an interaction. An interaction consists of multiple segments. As an interaction traverses through the Interaction Center system, it changes states multiple times (Offering, Alerting, Connected, etc.). These states are represented by segments. Each time an interaction changes states, a new segment is created. The details of each segment (such as duration) are stored in this table.

  • Table Type - Historical
  • Last Changed Version - 4.0.106.453
  • Last Changed Reason - 4.0 Release

SQL 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
IntxID char (22) False No

A Globally Unique Identifier(GUID) to uniquely identify an interaction segment.

 4.0.106.453 4.0 Release
IntxTypeID int False No

An identifier to specify the type of interaction. This value comes from the IntxTypeId column of the IntxType table.

4.0.106.453 4.0 Release
Version int False No

Stores the version of an IntxSegment record. This column tracks changes to IntxSegment records.

 4.0.106.453 4.0 Release
AppIncidentID nvarchar (255) True No

This column stores the value of the Eic_TrackerAppIncidentId attribute for an interaction. If the attribute is not set then NULL will be logged in this column.

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

This column stores the assigned workgroup for an interaction segment. An interaction can be assigned to different workgroups over its lifetime. Every time an interaction is assigned to a different workgroup, the workgroup name for the segment will be stored here.

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

This column stores the subject of an email interaction.

 4.0.106.453 4.0 Release
EmailPriority tinyint True No

This column stores the priority of an email interaction. For non-email interactions, this column value will be 0.

 4.0.106.453 4.0 Release
EmailCC nvarchar (200) True Yes

This column stores the email addresses that were carbon copied on an email interaction.

 4.0.106.453 4.0 Release
SiteID smallint True No

This column stores the site identifier for an interaction segment. This is a way to differentiate between interaction segments that existed on different sites.

 4.0.106.453 4.0 Release
ConferenceID int True No

This column stores the conference identifier. For non-conference interactions, this column value will be 0.

 4.0.106.453 4.0 Release
IsPrivate tinyint False No

This column stores a value indicating whether or not an interaction was marked as private. 0 = Not Private 1 = Private

 4.0.106.453 4.0 Release
SegmentLog nvarchar (2000) True No

The segment log is a running log of the state of an interaction as it traverses the Interaction Center System. As new segments are created during the lifetime of an interaction, the segment details of each new segment is appended to the prior segment log.

 4.0.106.453 4.0 Release
SegmentType int False No

This column stores segment type for an interaction. Valid segment type values are:

  • eINTXSEG_TYPE_UNKNOWN = 0, Unknown Segment. This segment type is not usual and will not be used under normal circumstances.
  • eINTXSEG_TYPE_ALERT = 1, Alert Segment. This represents the alerting state of an interaction and occurs when an interaction is alerting a user. (E.g. their phone is ringing.)
  • eINTXSEG_TYPE_SYSTEM = 2, System Segment. This represents the system state of an interaction and occurs when an interaction is not currently assigned to a user or queue.
  • eINTXSEG_TYPE_WORKGROUPQUEUE = 4, Queue Segment. This represents the assignment of an interaction to a workgroup queue.
  • eINTXSEG_TYPE_HOLD = 8, Hold Segment. This represents the hold state of an interaction. This occurs when a user places an interaction on hold.
  • eINTXSEG_TYPE_MESSAGING = 16, Messaging Segment. This represents the messaging state of an interaction and occurs when a call goes to an agent's voicemail.
  • eINTXSEG_TYPE_INTERACT = 32, Connect Segment. This represents the connected state and occurs when an interaction is connected for both participants.
  • eINTXSEG_TYPE_CONFERENCE = 64, Conference Segment. This represents the conference state and occurs when a conference is created among participants.
  • eINTXSEG_TYPE_CONSULTCALL = 128, Consult Segment. This represents the consult state of a call and occurs when a user places a consult call to another user.
  • eINTXSEG_TYPE_NOTANSWERED = 256, Abandoned Segment. This represents an abandoned interaction and occurs when the remote party hangs up before an interaction is answered.
  • eINTXSEG_TYPE_SECURITYCHANGE = 512, Security Change Segment. This represents a security change state of an interaction and occurs when the security change attribute is set on an interaction.
  • eINTXSEG_TYPE_SUSPENDED = 1024, Suspended Interaction Segment. This represents the suspended state of an interaction.
  • eINTXSEG_TYPE_IVR = 2048, IVR Segment. This represents the IVR state of an interaction and occurs when an interaction is in the IVR.
  • eINTXSEG_TYPE_PARK = 4096, Park Segment. This represents the park state of an interaction and occurs when an interaction is parked.
  • eINTXSEG_TYPE_ATTRIBUTE_CHANGED = 8192, Not used.
  • eINTXSEG_TYPE_OFFERING = 16384, Not logging for now as it doesn't convey meaningful information about the interaction segment.
 4.0.106.453 4.0 Release
IntxInstantiatedDateTime datetime2 True No

This column stores the initiation date time-stamp of an interaction. This value remains same for all segments of an interaction.

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

This column stores the account code for an interaction. Account codes first need to be enabled and added in Interaction Administrator. An account code will only be logged for a segment if an agent assigns one on an interaction.

 4.0.106.453 4.0 Release
PrevIntxID char (22) True No

This column stores the value of the IntxID column from the previous segment. This allows the entire segment chain for an interaction to be constructed in chronological order. (For display in user interfaces for instance.)

 4.0.106.453 4.0 Release
NextIntxID char (22) True No

This column stores the value of the IntxID column for the next segment. This allows the entire segment chain for an interaction to be constructed in chronological order. (For display in user interfaces for instance.)

 4.0.106.453 4.0 Release
StartDateTime datetime2 False No

This column stores the start date time-stamp of an interaction segment.

 4.0.106.453 4.0 Release
Duration int True No

This column stores the duration (in seconds) of a segment.

 4.0.106.453 4.0 Release
IntxDirection tinyint False No

This column stores the direction of interaction. Valid values for this column are:

  • eINTX_DIRECTION_TYPE_UNKNOWN = 0, This value is not normal and will not be logged under normal circumstances.
  • eINTX_DIRECTION_TYPE_INBOUND = 1, The interaction is inbound to the agent.
  • eINTX_DIRECTION_TYPE_OUTBOUND = 2, The interaction is outbound for an agent.
  • eINTX_DIRECTION_TYPE_INTERCOM = 3, The interaction is an intercom call. This is deprecated.
  • eINTX_DIRECTION_TYPE_INTERCOM_INBOUND = 4, The interaction is intercom and is inbound for the agent.
  • INTX_DIRECTION_TYPE_INTERCOM_OUTBOUND = 5, The interaction is intercom and is outbound for the agent.
 4.0.106.453 4.0 Release
IntxSegmentDateOffset int True No

This column stores the date time offset (in seconds) for an interaction segment. The offset is the difference between GMT and the IC Server local time.

 4.0.106.453 4.0 Release
ModifyDateTime datetime2 True No

This column stores the modified date time for an interaction segment. An interaction segment record can be modified after it is inserted. The value in this column stores the date time of last modification.

 4.0.106.453 4.0 Release
SecLevelActual tinyint True No

This column stores the actual security level for an interaction segment. This can be different from the requested security level.

 4.0.106.453 4.0 Release

SQL Constraints

Primary Key Name Type Column Name (sort order)
PK_IntxSegment Non-clustered IntxID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_IntxSegment_IntxTypeID IntxTypeID IntxType IntxTypeID Yes

Index Name Type Column Name (sort order)
IX_IntxSegment_AppIncID Non-clustered AppIncidentID (Ascending)
IX_IntxSegment_AssnWrkGrp Non-clustered AssignedWorkGroup (Ascending)
IX_IntxSegment_INCL Non-clustered SegmentType (Ascending)
IntxID (Ascending)
IntxTypeID (Ascending)
IX_IntxSegment_StartDateTime Clustered StartDateTime (Ascending)