...
Call data is aggregated to two different structures:
Raw level data is described in the Tables 2.1. – 2.3.Call level calculated data is described in the Tables 2.4. – 2.5.call event data is available for
Calculated data for calls are
DirectCall contains calls made directly to (and by) an individual user. Same logical call can also exist in ServiceCall data in two cases:
...
Reason field in BeneCC use describes the type of the attempted target: PersonalWork for users, ServiceQueue for queues. In addition, Reason can also signal an error, for example if call was attempted to an unknown number NotInController is logged.
CallDisconnect (2)
Logged when the entire call is disconnected and can be treated as complete.
...
For BeneCC, reason is always null.
QueueReject (101)
Logged when queue rejects the call instead of accepting it. The event is not currently used for BeneCC-originated data.
QueueScheduleClosed (102)
...
For BeneCC, reason is always null.
QueueOverflow (103)
Logged when call overflows from one queue to another for some reason.
...
For BeneCC, Reason is always null.
UserReject (203)
Logged either when user rejects the allocated call actively or the allocation is cancelled for some reason.
...
Timeout: Maximum allocation time was reached.
CallDisconnected: Call disconnected during allocation.
GenericUserRejected: User either rejected actively or was found to be unreachable for example due to terminal being busy.
OtherConnected: Another agent answered the call (for simultaneous allocation).
UserTransfer (204)
Logged when answering user requests a call transfer using the UI (BeneDesk). Both internal and external transfers are logged identically, later events describe where the call was actually transferred to.
...
For BeneCC, Reason contains the transfer target number.
UserPark (205)
Logged when answering user parks the call.
...
For BeneCC, Reason is always null.
UserUnpark (206)
Logged when answering user unparks the call.
...
For BeneCC, Reason is always null.
UserOnHold (207)
Logged when answering user places the call on hold.
...
For BeneCC, Reason is always null.
UserUnHold (208)
Logged when answering user retrieves the call from hold.
...
For BeneCC, Reason is always null.
ExtQuery (250)
Logged when the system queries an external system for routing information, for example to check if the customer should be routed directly to a prioritized queue. Actual query functionality is implementation-specific and related to a custom project.
...
OK: query receives an acceptable result
NOT_FOUND: no results found
ExtTarget (251)
Logged after an ExtQuery event to describe routing targets received in response. Possible targets are queues, users and direct numbers.
...
nbr: stored if target is a direct number
values: received target number (not necessarily normalized)
example: nbr=+358501231234
pr: if multiple targets are received, their relative priority (0 being the highest)
values: positive integer
example: pr=0;
req: whether to wait for target for time specified in parameter ttl. This only applies to user targets
values: bit 0/1
example: req=0;
ttl: how long requirement is valid. Currently used in combination with req flag to require a specific user
values: positive integer, second
example: ttl=30;
QueueTransfer (300)
Logged when the call is transferred out of the system.
...
For BeneCC, Reason contains the transfer target number.
QueueTransferConnect (301)
...
For BeneCC, Reason contains the target number.
QueueTransferCancel (302)
...
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 data exports
Classification data is exported in three different datasets
Classifications
ClassificationTags
ClassificationSchemas
Classification
Classifications for calls or external events.
...
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. |
Callback data exports
CallHandling (callback)
Table consisting of combined presentation of callback request / attempt information.
...