Contents

Details Attribute

The Details attribute contains more attributes. This section explains how these attributes apply to different segment types for different media types. These additional attributes first appeared in CIC 4.0 SUs (Service Updates) as noted in the following table.

Attribute name	Description	Segment Type	Media Type	4.0 SU
OtherInteractionId	When CIC transfers a call to a remote number, it generates a new InteractionID that represents the outbound external call. The inbound call contains an External Transfer segment for the remaining call duration. This segment's OtherInteractionId attribute contains the InteractionIDkey of the new outbound external call.	External Transfer	Call	SU2
RemoteNumber TransferredTo	When CIC transfers a call to a remote number, the call's External Transfer segment includes the RemoteNumberTransferredTo attribute. This attribute contains the number to which CIC transferred the inbound call.	External Transfer	Call	SU2
Available-Follow-me/Forward	When CIC redirects an interaction because an agent's status is Available, Forward or Available, Follow-Me, it sets this attribute to Yes. CIC sets this attribute on both the inbound interaction and outbound made to reach the forwarded number	Connect External Transfer	Call	SU2
TransferringInteractionId	In a blind transfer scenario, TransferringInteractionId stores the InteractionID that represents the original inbound call.	Pre-Transfer segments: Alert System Queue Connect Held	Call	SU4
TransferredInteractionId	For a blind transfer scenario, TransferredInteractionId contains the InteractionID representing the original inbound call which an agent transferred to another agent or external number.	Pre-Transfer segments: Alert System Queue Connect Held	Call	SU4
TransferringUser	For a blind transfer scenario, TransferringUser contains the ICUserID for the user performing the transfer operation.	Pre-Transfer segments: Alert System Queue Connect Held	Call	SU4
TransferredUser	For a blind transfer scenario, TransferredUser contains the ICUserID of the user who started the now transferred interaction. For example, if Agent1 calls Agent2 and Agent 2 transfers the call to Agent3, Agent1 is the TransferredUser in the Pre-Transfer segment. Agent2 is the TransferringUser.	Pre-Transfer segments: Alert System Queue Connect Held	Call	SU4
IVRAppName	When a call enters the IVR, the call's IVR segment includes the IVRAppName attribute. This attribute contains the name of the IVR profile that serviced the interaction.	IVR	Call	SU4
ACDSkillSet	When an ACD call carries a specific skill set value, then segments to which this skill set value applies, store this value. Tracker Server also captures the time stamp when the skill set value is set on an interaction. For a segment where a new skill set value replaces an old value, that segment contains both the old and the new value. The segment has the old value for the initial period and the new value for the rest of the segment duration.	Alert System Queue Connect Held	Call	SU5
SecuredSessionStartTime AndDuration	This attribute tracks secured sessions during a segment. If one or more secured IVR sessions occur within a segment boundary, then the sessions start time and duration are available in this attribute. For a secured session, Interaction Tracker stores startdatetime followed by a space and then duration in seconds followed by a comma. If there are multiple secured sessions during a segment, this attribute contains multiple values with the values for each session separated by a comma.	Connect System	Call	SU5
SnoozeStartTime	An agent can snooze an alerting callback. This action removes the callback request from the agent's queue and places it back on the workgroup queue in a "Snoozed" state. This attribute records when the agent snoozed the callback.	System	Callback	SU5
SnoozeDuration InSeconds	This attribute records how long the callback remained in a snoozed state.	System	Callback	SU5
CallbackRetries	Number of times the agent attempted to fulfill the callback request.	System	Callback	SU5