InteractionSummary Table

Column Name

Type

Null

Default

Description

CallDetail view

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,
4 -Intercom Outbound,
5-Intercom Inbound,
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), MonitorObject(11), 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 How interactions are dispositioned using segment detail data.

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

tPark

Numeric(19)

NULL

Total parked time for the interaction. If multiple agents transition the interaction to a parked state, this value includes all parked durations.

Captures the duration of how long the interaction is in a parked state.

CAST(ROUND(I.tPark/1000., 0) as INTEGER) as ParkDurationSeconds

nPark

Small Int

NULL

Number of times the interaction was in a parked state.

nParked