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Export files are named useing following pattern: <date>_<orgname>_daily_<exporttype>.csv
Description | Example | |
|---|---|---|
<date> | Date in format YYYY-MM-DD | 2020-12-12 |
<orgname> | Organization name | exampleorg |
<exporttype> | Type of export | calldetails |
The resulting filename is 2020-12-12_exampleorg_daily_calldetails.csv, which contains calldetails export of date 2020-12-12.
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Export name: daily_directcall.csv
Column | Description |
|---|---|
Id | Unique identifier for the entry |
CallId | Logical call entry is based on. A single call can result in multiple DirectCall entries for example when call is made from one known user to another and they both have their own entry |
Timestamp | Connection timestamp for connected calls, arrival timestamp for other |
TypeId | Call type. 0 for incoming, 1 for outgoing, 2 for Transfer |
email of the user | |
ResultTypeId | Call result. 0 for answered, 1 for abandoned, 2 for transferred. |
ExternalNumber | External party of the call, caller for incoming and called number for outgoing |
UserNumber | User number, caller for outgoing and called number for incoming calls. |
Duration | Call answered duration in seconds for answered calls, 0 for others |
Modified | When entry was created or modified. Creation date in practice for now, entry is not modified afterwards. |
ServiceCall
A single ServiceCall entry is created for each logical call.
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Export name: daily_servicecall.csv
Column | Description |
|---|---|
Id | Identifier for the logical call. Corresponds to DirectCall.CallId |
Timestamp | Time when call arrived in system |
queuename | Name of first queue call arrived in. Normally this means the queue corresponding to the called number.
If call arrived at user personal queue and overflowed to a real queue, this displays the first real queue after the overflow has occurred.
Null if call arrives to personal queue and never overflows to a real queue. |
Null for calls not arriving to personal queue. For personal queue use, email of the targeted user. | |
ResultTypeId | Simplified call result. Processed directly from found ServiceCallDetail rows when call completes. Corresponds to ServiceCallResultTypes, types and logic described below. |
Anum | Original a-number of the call |
Bnum | Original b-number call was made to |
Modified | Modification timestamp. Creation time for new calls and updated when ResultTypeId is updated for completed calls. Used for fetching data to external systems. |
ServiceCallResultTypes
ResultTypeId is calculated once when call completes. Result is calculated directly by finding a single latest event of types 102=QueueScheduleClosed, 201=UserAnswer, 204=UserTransfer, 300=QueueTransfer.
Id | Name | Description |
0 | Answered | Result if 201=UserAnswer is the last event |
1 | Abandoned | Result if not one of the others |
2 | Transfered out | Result if 204=UserTransfer 300=QueueTransfer is last event |
3 | OffSchedule | Result if 102=QueueScheduleClosed is last event |
1000 | Ongoing | Result when call is still ongoing and the final result is undetermined. |
ServiceCallDetail
Each ServiceCall can have several individual events describing the progress of the call. They are the primary way of performing reporting, as they provide the most detailed info available and provide the flexibility for different kinds of needs.
Export name: daily_servicecalldetail.csv
Column | Description |
Id | Row identifie |
CallId | Id of ServiceCall event belongs t |
Timestamp | Event timestamp |
EventTypeId | Event type id. Corresponds to ServiceCallEventTypes.Id described belo |
QueueName | name of queue related to the even |
email of user related to the even | |
Reason | Descriptive, more detailed info about the event. Values are un-normalized and specific to the underlying system (currently BeneCC), so the column should be used sparingly |
Modified | Modified timestamp for the row, used for fetching data to external systems. |
ServiceCallEventTypes
EventTypes represent different events that occur during a call
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Logged when answering user parks the call, placing it on hold.
Queue name is the allocating queue.
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Logged when answering user unparks the call, retrieving it .
Queue name is the allocating queue.
Email is the answering user.
For BeneCC, Reason is always null.
UserOnHold (207)
Logged when answering user places the call on hold.
Queue name is the allocating queue.
Email is the answering user.
For BeneCC, Reason is always null.
UserUnHold (208)
Logged when answering user retrieves the call from hold.
Queue name is the allocating queue.
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Logged when agent wrap-up time was terminated
CallbackCreated (500)
A callback request was created from the call
Queue is the last queue before leaving callback requests.
Reason contains Id of the Callback list the requests were created.
CallsExtended
Combined table consisting of both the Direct and Service Calls and with some measures already calculated at the call level. Contains usually one row per callid.
Export name: daily_calls_extended.csv
Column | Description |
CallId | Logical call entry is based on. A single call can result in multiple entries for example when call is made from one known user to another and they both have their own entry |
Timestamp | Connection timestamp for connected calls, arrival timestamp for other |
EntryQueue | Name of the entry queue |
LastQueue | Name of the last queue |
ExternalNumber | External party of the call, caller for incoming and called number for outgoing |
UserNumber | User number, caller for outgoing and called number for incoming calls |
TotalWaitingTime | Total call waiting time duration in seconds |
TotalTalkingTime | Call talking duration in seconds |
IVRClearedWaitingTime | Call waiting time duration in seconds, excluding time the call has been in IVR or pre-welcome stages |
ServiceCall | Is a service call, 1/0 |
DirectCall | Is a direct call, 1/0 |
Incoming | Is an incoming call, 1/0 |
Outgoing | Is an outgoing call, 1/0 |
Answered | Is an answered incoming call, 1/0 |
OutAnswered | Is an answered outgoing call, 1/0 |
Transferred | Is the call transferred outside, 1/0 |
Abandoned | Is an abandoned call (disconnected before answer), 1/0 |
Offschedule | Is the call a service call coming when the service pool is closed, 1/0 |
TransferredToService | Is the direct call overflown or transferred to service pool, 1/0 |
Modified | When entry was created or modified. |
CallDetails
| Anchor | ||||
|---|---|---|---|---|
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Export name: daily_calldetails.csv
Column | Description |
CallId | Logical call entry is based on. A single call can result in multiple entries for example when call is made from one known user to another and they both have their own entry. |
OrganisationId | Id for the customer organisation. |
Event_TS | Timestamp of the call flow event |
QueueId | Id of the service pool |
LastName | Name of service pool related to the event |
Title | Type of queue |
email of user related to the event | |
WaitingTime | call waiting time duration in seconds at user level. How long the call was allocated to a user before, it was answered, canceled or rejected. |
TalkingTime | Call talking duration in seconds at user level |
IVRWaitingTime | Time spent in IVR menu |
DirectCallWaitTime | Waiting time for direct calls |
QueueWaitingTime | Call waiting time duration in seconds at queue level |
QueueTalkingTime | Call talking duration in seconds at queue level |
ServiceCall | Is a service call, 1/0 |
DirectCall | Is a direct call, 1/0 |
CallConnects | Call has been connected to the queue, 1/0 |
UserAnswers | User has answered the call, 1/0 |
UserAllocate | Call is allocated (offered) to the user, 1/0 |
AnsweredInQueue | Is the service call answered in the queue, 1/0 |
Incoming | Is an incoming call, 1/0 |
Outgoing | Is an outgoing call, 1/0 |
TransferredToService | Is the direct call overflown or transferred to service pool, 1/0 |
Modified | When entry was created or modified. |
ExternalNumber | Phone number of external party |
Classification
Classifications for calls or external events.
Column | Description |
Id | Unique id for classification |
Timestamp | Timestamp for conversation creation |
Tagschemaid | Tag schema id for classification |
Classifiedtypeid | Classified type: 1 – None, 2 – DirectCall, 3 – ServiceCall, 4 – Email, 5 – CallListItem |
Referencedcallid | If classification is related to calls, the corresponding Callid |
Referencedexternalid | If classification is related to external systems, the corresponding external id, e.g. message id |
Note | Classification note, free text |
Createdby | Email of classifying user |
Modified | When entry was created or modified. |
Export name: daily_clasification.csv
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Export name: daily_clasification_tags.csv
Column | Description |
ClassificationId | Unique id for classification. Corresponds to classification.id |
Tagid | Id for tag |
Tagdeleted | Is tag deleted (in classification),1/0 |
Modified | When entry was created or modified. |
ClassificationTagSchemas
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Export name: clasification_tag_schemas.csv
Column | Description |
Schemaid | Tag schema id |
Schemaname | Tag schema name |
Groupid | Tag group id |
Groupname | Tag group name |
Tagid | Tag id |
Schemaarchived | Is schema archived, 1/0 |
Schemadeleted | Is schema deleted, 1/0 |
Grouparchived | Is tag group archived, 1/0 |
Groupdeleted | Is tag group deleted, 1/0 |
Tagarchived | Is tag archived, 1/0 |
Tagdeleted | Is tag deleted (in schema), 1/0 |
Modified | When entry was created or modified. |
CallHandling (callback)
Table consisting of combined presentation of callback request / attempt information.
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Export name: daily_call_handling.csv
Column | Description |
Key_id | Unique id for the callback attempt |
Name | Callback list to which the related request belongs |
Contactnumber | Number of the caller who left the callback request |
Assigneduser | User to who have the callback request has been assigned |
Channelin | Name of the service pool where the call arrived before callback request was created |
Creationtime | Creation time of the related callback request |
Callbackrequestid | Related callback request Id |
User | User who have made the callback attempt |
Timestamp | Timestamp of the callback attempt |
Callbackattemptypeid (CallBackAttemptType) | Type Id for the callback attempt, described below. |
Status | Status of the related callback request |
Difference | Difference in minutes from callback request creation to attempt. |
Noattempts | TBD |
Callbackattempt | Flag for callback attempt (1/0) |
Callbacksuccessful | Was callback attempt successful, 1/0 |
Callbacktypeid (CallBackRequestType) | Type id for the related callback request, described below |
Callid | Callid for the related callback request. Callback request can be identified from the call data exports via the callid. |
Clasificationid | Id for the related clasification |
Modified | When entry was created or modified. |
CallbackAttemptType
Types of attempts that can be created. Different meanings for reporting/informational use, two main logical types (closing and not closing).
Name | Value | Description |
|---|---|---|
Unknown | -1 | Unknown value |
CloseSuccessful | 0 | Closes request, handled successfully |
CloseUnsuccessful | 1 | Closes request, was not handled |
Busy | 2 | Contact was busy |
NoAnswer | 3 | Contact did not answer |
OtherAnswered | 4 | Voicemail, switchboard or some other target answered |
Other | 5 | Other unspecified |
Noattempts | 6 | No attempts have been made. Used for filtering requests. |
CloseExpired | 7 | Closes request, expired |
CallbackRequestType
Different types for callback requests
Name | Value | Description |
|---|---|---|
Unknown | 0 | Unknown value. Provided for backwards compatibility, should be disregarded |
Callback | 1 | Callback item |
Overflow | 2 | Overflow item |
CallList | 3 | Call list item |
Any | 50 | Symbolic "any". Requests cannot actually be this type, used for filtering |
| Filter by label (Content by label) | ||
|---|---|---|
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