Contents

InteractionSummary Table

The following information is from the "InteractionSummary Table" in "Appendix E: Interaction Tables" of the PureConnect Data Dictionary Technical Reference. It is included here for convenience. For the most current information, see the PureConnect Data Dictionary Technical Reference in the PureConnect Documentation Library.

This table summarizes key attributes of the interaction. In general, only one row for an interaction will be logged here. If the interaction is persisted and recreated with the same InteractionIDKey, the system increments sequence numbers in two rows. This is the table which replaces the legacy Calldetail table. It has all the columns used in the Calldetail table plus some new columns to track additional attributes. Here is the mapping between Interaction Summary and Calldetail view.

Column Name	Type	Null	Default	Description	CallDetail_viw
InteractionIDKey	Char(18)	No		Interaction Key	CallId
SiteID	Integer	No	-1	SiteID of the Interaction where it disconnected.	SiteID
SeqNo	TinyInt	No	0	SeqNo is only used when the interaction is persisted and recreated with the same InteractionIDKey.	Not Included
InteractionID	bigint	No		CallID/Interaction ID of the interaction. This is displayed in the CIC client.	Not Included
StartDateTimeUTC	DateTime2(3) Timestamp(3)	No		StartDateTime (UTC) for the Interaction ID	Not Included
StartDTOffset	Integer	No		Offset to Server local time [in seconds] for the UTC StartDateTime	Not Included
Direction	tinyint	No		Interaction Direction (1-inbound, 2-Outbound, 3-Intercom 0-Unknown)	CallDirection
ConnectionType	tinyint	No		Unknown(0), External(1), Intercom(2),	CallType
MediaType	tinyint	No		Unknown(255), calls(0), chat(1), SMS(2), GenericObject(4), Email(5), Callback(6), InstantQuestion(7), WebCollabration(8), Fax(21), WorkItem(22)	InteractionType
RemoteID	nVarchar(50)	NULL		Remote ID	RemoteNumber
DNIS_LocalID	nVarchar(50)	NULL		Number dialed	DNIS
tDialing	Integer	NULL		How long interaction is in dialing state	tDialing
tIVRWait	Integer	NULL		Total IVR Time for the interaction	tIVRWait
tQueueWait	Integer	NULL		Total time the interactions waited in one or more Queues	tQueueWait
tAlert	Integer	NULL		Total time the interaction alerted a different user/station	tAlert
tConnected	Numeric(19)	NULL		Total connected time for an Interaction. If the same interaction is handled by multiple agents, this is the sum of all talk time. 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.	CAST(ROUND(I.tConnected/1000., 0) as INTEGER) as CallDurationSeconds
tHeld	Numeric(19)	NULL		Total held time for the interaction. If the interaction transition to held state is by multiple agents, this value includes all held durations. Captures the duration of how long the interaction is in a held state.	CAST(ROUND(I.tHeld/1000., 0) as INTEGER) as HoldDurationSeconds
tSuspend	Numeric(19)	NULL		Not currently supported, for use in a future CIC release.	tSuspend
tConference	Numeric(19)	NULL		Total time the interaction actively participated in a conference	tConference
tExternal	Numeric(19)	NULL		Total time the interaction was connected after an external transfer	tExternal
tACW	Integer	NULL		Total wrap up time for the interaction	tACW
tSecuredIVR	Numeric(19)	NULL		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.	Not Included
nIVR	Small Int	NULL		Number of times the interaction entered any IVR, as determined by call attribute set by Interaction Attendant or a handler.	nIVR
nQueueWait	Small Int	NULL		Number of times the interaction waited in any ACD queue, even the same queue multiple times.	nQueueWait
nTalk	Small Int	NULL		Number of times this interaction was actively connected to any agent, even the same agent multiple times.	nTalk
nConference	Small Int	NULL		Number of times this interaction was actively connected to any conference, even the same conference multiple times.	nConference
nHeld	Small Int	NULL		Number of times the interaction was in held state after connected	nHeld
nTransfer	Small Int	NULL		Number of times the interaction was transferred	nTransfer
nExternal	Small Int	NULL		Number of times the interaction was transferred externally	nExternal
nSecuredIVR	Small Int	NULL		Number of times the call went to secured session during its entire life.	Not Included
Disposition	Small Int	No	0	The values that get logged are 0 to 7. For details, see the "Interaction Detail View in IC Business Manager" section of the Interaction Tracker Help.	Not Included
DispositionCode	Small Int	NULL		This is how the Telephony Services (TS) server dispositioned the interaction.	DispositionCode
WrapUpCode	nVarchar(200)	NULL		Not used in the current CIC release. Exists for legacy reasons.	WrapUpCode
AccountCode	nVarchar(50)	NULL		Account code tied to the Interaction	AccountCode
IsRecorded	Bit	NOT NULL		0 or 1. It is set if the interaction is recorded. It is set if at least one leg of this interaction is recorded. For example, this value is set if an interaction is recorded then transferred blind to the second agent and not recorded for the second leg of the interaction.	Not Included
IsSurveyed	Bit	NOT NULL		0 or 1. If the interaction is surveyed, it is set	Not Included
MediaServerID	nVarchar(200)	NULL		The Media Server that handles the interaction audio.	Not Included
IndivID	Char(22)	NULL		The remote Party IndivID if resolved by Tracker. This value is NULL if not resolved	Not Included
OrgID	Char(22)	NULL		Remote Party's OrgID if it is resolved by Tracker. This value is NULL if not resolved.	Not Included
LineID	nvarchar(50)	NULL		The line interaction received	LineID
LastStationID	nvarchar(50)	NULL		The last connected station to the interaction	StationID
LastLocalUserID	nvarchar(50)	NULL		Local User ID associated with the last connected interaction	LocalUserID
LastAssignedWorkgroupID	nvarchar(100)	NULL		The last routed workgroup for that interaction	AssignedWorkGroup
LastLocalNumber	varchar(200)	NULL		Local number associated with the last connected user, for an email it is mailbox ID, for chat it is the user's display name or arbitrary name given by the chat initiator.	LocalNumber
LastLocalName	nvarchar(50)	NULL		LocalName associated with the last connected user	LocalName
RemoteICUserID	nvarchar(50)	NULL		The respondent's CIC User ID, will be populated only for Intercom interaction	Not Included
RemoteNumberCountry	smallint	NULL		The country code associated with the remote number	RemoteNumberCountry
RemoteNumberLoComp1	varchar(10)	NULL		Lower component of the remote number	RemoteNumberLoComp1
RemoteNumberLoComp2	varchar(10)	NULL		Lower component of the remote number	RemoteNumberLoComp2
RemoteNumberFmt	varchar(50)	NULL		Remote number format	RemoteNumberFmt
RemoteNumberCallId	varchar(50)	NULL		CallID of the remote number	RemoteNumberCallId
RemoteName	nvarchar(50)	NULL		Remote Name	RemoteName
InitiatedDateTime	datetime2(3) TIMESTAMP(3)	NOT NULL		Interaction Initiated date and time with millisecond granularity	InitiatedDate
ConnectedDateTime	datetime2(3) TIMESTAMP(3)	NOT NULL	1970-01-01	Interaction connected date and time with millisecond granularity	ConnectedDate
TerminatedDateTime	datetime2(3) TIMESTAMP(3)	NOT NULL	1970-01-01	Interaction Terminated date and time with millisecond granularity	TerminatedDate
LineDuration	Numeric(19)	NULL		Duration of the line in milliseconds	CAST(ROUND(I.LineDuration/1000., 0) as INTEGER) as LineDurationSeconds
CallEventLog	nvarchar(2000	NOT NULL		Call Event log	CallEventLog
PurposeCode	int	NULL	0	Purpose code set for the interaction	PurposeCode
CallNote	nvarchar(1024)	NULL		Text description related to call	Not Included
FirstAssignedAcdSkillSet	nvarchar(100)	NULL		First ACD Skillset value assigned to an interaction	Not Included

INDEXES

Primary Key : InteractionIDKey , SiteID, SeqNo

Clustered Index : InitiatedDateTime, SiteID

Additional Indexes : StartDateTimeUTC and LastLocalUserID