- Contents
PureConnect CX Insights Help
IVR Dashboards Data Dictionary
Elements used in the IVR Dashboards
The following table provides descriptions of the dashboard elements.
IVR Views:
Views are used to create IVR Dashboards.
| Dashboard Name | Views Used |
| Containment Details by ANI | IVR_ContainmentDetails_viw |
| Containment Details by DNIS | IVR_ContainmentDetails_viw |
| Containment Details by Hour | IVR_ContainmentDetails_viw |
| Containment Details by Interval | IVR_ContainmentDetails_viw |
| Containment Details by Profile | IVR_ContainmentDetails_viw |
| Containment Details Grid | IVR_ContainmentDetails_viw |
| Containment Duration Details by ANI | IVR_ContainmentDetails_viw |
| Containment Duration Details by DNIS | IVR_ContainmentDetails_viw |
| Containment Duration Details by Profile | IVR_ContainmentDetails_viw |
| Exit Path Details | IVR_ExitPathDetails_viw
IVR_ExitPathSummary_viw |
| Exit Path Details by Day/Hour | IVR_ExitPathDetails_viw |
| Exit Path Details by Interval | IVR_ExitPathDetails_viw
IVR_ExitPathSummary_viw |
| Exit Path Details Grid | IVR_ExitPathDetails_viw |
| Exit Path Details with Sankey | IVR_ExitPath_viw
IVR_ExitPathSummary_viw |
| IVR Events | IVR_Events_viw |
| No Input/ No Match Details | IVR_ActionDetails_viw
IVR_ActionSummary_viw |
| No Input/ No Match Details by Day/Hour | IVR_ActionDetails_viw
IVR_ActionSummary_viw |
| No Input/ No Match Details by Hour | IVR_ActionDetails_viw
IVR_ActionSummary_viw |
| No Input/ No Match Details Grid | IVR_ActionDetails_viw |
Tables:
The following two tables are used in the IVR views.
| Data Column Name | Alias Name | Data Types | Description |
| InteractionId | Interaction Id | String | This is Interaction ID |
| InteractionuuId | String | This is unique ID of interaction | |
| NodeID | Node Id | String | IVR Node ID |
| LevelName | Node Name | String | IVR Node Name |
| PreviousLevelName | Previous Level Name | String | |
| LevelNumber | Node Level | Integer |
0 for Server Node 1 for Profile 2 for Schedule 3 for Complex Operation/Application 4 for Menu 5 for Task/Operation 6 for Exit Path |
| LevelDuration | Node Duration | Double | Duration in that particular Node |
| Action | Action (NI/NM) | String | Flag to distinguish whether the call has any NoInput & NoMatch |
|
AttLevelHierarchy |
Node Path | String | Actual path of IVR Node |
| LevelHierarchy | IVR Path | String | Complete followed path of IVR Call |
| EventTime | Event Time | DateTime | Event Time when the IVR Call hit the Node |
IVR Interaction Attributes Details:
The following are the IVR Interaction Attributes details.
| Data Column Name | Alias Name | Data Type | Description |
| InteractionId | Interaction Id | String | Interaction ID |
| InteractionuId
|
String | Unique ID of Interaction | |
| ANI | ANI | String | This is the info stating that from where the interaction has been started |
| DNIS | DNIS | String | Where the interaction is targeted/come |
| CompletionType | Completion Type | String | Flag to distinguish whether the call is Completed or Transferred |
| InteractionDuration | Interaction Duration | Double | Total Duration of the IVR Call |
| Queue | Queue | String | Name of the Queue where the call is transferred |
| ExitPath | Exit Path | String | This string denotes the destination of the interaction when it exits IVR. In this string, the colon (:) is a reserved character used to truncate the exit path. That is anything after a colon will be dropped from the string. Thus, interactions with an exit path string of Workgroup: Marketing or UserQueue:MarkM will be read as Workgroup or UserQueue respectively. |
| ServerNode | Server Name | String | Name of the Server Node |
| EventTime | Event Time | DateTime | EventTime |
| ProfileName | Profile Name | String | Name of the Profile |