{"type":"doc","content":[{"type":"paragraph"},{"type":"extension","attrs":{"layout":"default","extensionType":"com.atlassian.confluence.macro.core","extensionKey":"toc","parameters":{"macroParams":{"minLevel":{"value":"1"},"maxLevel":{"value":"2"}},"macroMetadata":{"macroId":{"value":"ab60a89eeb7e1bf6ba2ad0d778f96c6f"},"schemaVersion":{"value":"1"},"title":"Table of Contents"}},"localId":"7cc1abe2-3154-41f2-89fb-3a8d04b2fefd"}},{"type":"paragraph","content":[{"text":"This document describes data structures that are used for reporting data. ","type":"text"}]},{"type":"heading","attrs":{"level":1},"content":[{"text":"Data types and formats ","type":"text","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Data generation and storing","type":"text","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"File naming","type":"text"}]},{"type":"paragraph","content":[{"text":"Data is exported in CSV-format, one csv-file per export type per day.","type":"text"}]},{"type":"paragraph","content":[{"text":"Export files are named useing following pattern: __daily_.csv","type":"text"}]},{"type":"table","attrs":{"layout":"default","width":760.0,"localId":"12c16925-a91d-42d1-ad7d-0aa4dedf1993"},"content":[{"type":"tableRow","content":[{"type":"tableHeader","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph"}]},{"type":"tableHeader","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"Description","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableHeader","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"Example","type":"text","marks":[{"type":"strong"}]}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"Date in format YYYY-MM-DD","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"2020-12-12","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"Organization name","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"exampleorg","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"Type of export","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[226.67]},"content":[{"type":"paragraph","content":[{"text":"calldetails","type":"text"}]}]}]}]},{"type":"paragraph","content":[{"text":"The resulting filename is ","type":"text"},{"text":"2020-12-12_exampleorg_daily_calldetails.csv","type":"text","marks":[{"type":"strong"}]},{"text":", which contains ","type":"text"},{"text":"calldetails ","type":"text","marks":[{"type":"link","attrs":{"href":"#calldetails"}}]},{"text":"export of date 2020-12-12.","type":"text"}]},{"type":"paragraph","content":[{"text":"There are two options for data generation: daily and intraday","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"Daily","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"All daily files are created at 0300 UTC, containing data from previous day.","type":"text"}]}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Intraday","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Export files are created as 00:15 UTC of current day","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"New data is added to the same file every 5mins.","type":"text"}]}]}]},{"type":"paragraph"},{"type":"heading","attrs":{"level":2},"content":[{"text":"Timestamps ","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"All timestamps are in UTC time, unless specifically stated otherwise. ","type":"text"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Phone numbers ","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"Phone numbers are stored in varchar columns. Numbers are normalized to E164 (+35850123...). Prefixing the numbers with plus-sign varies.","type":"text"}]},{"type":"paragraph"},{"type":"heading","attrs":{"level":1},"content":[{"text":"Export file retention","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"When using Enreach provided SFTP service, generated data export files are removed after 30 days. ","type":"text"}]},{"type":"heading","attrs":{"level":1},"content":[{"text":"Call data exports","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"Call data is aggregated to two different structures:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Raw call event data is available for ","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"DirectCalls","type":"text","marks":[{"type":"link","attrs":{"href":"https://benemen.atlassian.net/wiki/spaces/PD/pages/914948542/Voice+Data+integration+description#DirectCall"}}]}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"ServiceCalls","type":"text","marks":[{"type":"link","attrs":{"href":"https://benemen.atlassian.net/wiki/spaces/PD/pages/914948542/Voice+Data+integration+description#ServiceCall"}}]}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"ServiceCallDetails","type":"text","marks":[{"type":"link","attrs":{"href":"https://benemen.atlassian.net/wiki/spaces/PD/pages/914948542/Voice+Data+integration+description#ServiceCallDetail"}}]}]}]}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Calculated data for calls are","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Calls ","type":"text","marks":[{"type":"link","attrs":{"href":"https://benemen.atlassian.net/wiki/spaces/PD/pages/914948542/Voice+Data+integration+description#CallsExtended"}}]}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"CallDetails","type":"text","marks":[{"type":"link","attrs":{"href":"https://benemen.atlassian.net/wiki/spaces/PD/pages/914948542/Voice+Data+integration+description#CallDetails%5BinlineExtension%5D"}}]}]}]}]}]}]},{"type":"paragraph"},{"type":"paragraph","content":[{"text":"DirectCall contains calls made directly to (and by) an individual user. Same logical call can also exist in ServiceCall data in two cases: ","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"User’s incoming calls are handled by BeneCC work number queue. In these cases, ServiceCall.email is that of the targeted user. ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"ServiceCalls where Queue name is null can be left out of standard reporting ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"User’s incoming call is transferred to BeneCC. In these cases, ServiceCall.email is that of the targeted user, and Queue name is the first service pool call overflowed to. ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Incoming DirectCalls where corresponding CallId exists in ServiceCall and Queue name is not null should be left out of combined reports ","type":"text"}]}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"DirectCall ","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"A single DirectCall entry is created for a call targeting a user directly. It is a simple structure, containing only a single row with no complex sub-event structure that is required for service calls. 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Corresponds to ","type":"text"},{"text":"ServiceCallEventTypes.Id","type":"text","marks":[{"type":"link","attrs":{"href":"http://ServiceCallEventTypes.Id"}}]},{"text":" described belo","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"QueueName","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"name of queue related to the even","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"Email","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"email of user related to the even","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"Reason ","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"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","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"Modified ","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"Modified timestamp for the row, used for fetching data to external systems. ","type":"text"}]}]}]}]},{"type":"paragraph","content":[{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"ServiceCallEventTypes ","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"EventTypes represent different events that occur during a call","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"CallConnect (1) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when call connects to the system. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is non-null if call was made to a number configured to a real queue. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is non-null if call was made to a number configured to a user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"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.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"CallDisconnect (2) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when the entire call is disconnected and can be treated as complete. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name and Email are always null. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Disconnect usually occurs when the caller disconnects either before or after the call is answered, or the answering user disconnects the call. The system itself can also disconnect the call for example when service is closed, and the relevant prompt has been played. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, reason field describes the disconnecting party: local for system disconnects, remote for disconnects triggered by a remote party (either the caller or the answering user).","type":"text"},{"text":" ","type":"text","marks":[{"type":"code"}]},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"QueueArrive (100) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when call is accepted and arrives to an individual queue. Allocation to agents is then attempted if available. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is always the queue call arrives in. If Email is non-null, call arrived to a personal queue with logged queue name. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, reason is always null.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"QueueReject (101) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when queue rejects the call instead of accepting it. The event is not currently used for BeneCC-originated data.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"QueueScheduleClosed (102) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when call connects to a specific queue that is closed for some reason at the time (usually outside of service hours). ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the queue that was targeted but is closed. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is always null. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, reason is always null.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"QueueOverflow (103) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when call overflows from one queue to another for some reason. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the attempted overflow target. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is always null. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, reason describes the technical reason for overflowing. ","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"NoAvailableProviders: No users are available for allocation ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"QueueFull: Maximum queue length was reached ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"QueueTimeout: Maximum queueing time was reached","type":"text"},{"text":" ","type":"text","marks":[{"type":"code"}]},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"QueueAllocateUser (200) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when queue allocates the call to a user. Call can be allocated to multiple users at the same time. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the allocating queue. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is the allocated user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason describes the type of allocating queue: PersonalWork for personal queues, ServiceQueue for real queues.","type":"text"},{"text":" ","type":"text","marks":[{"type":"code"}]},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"UserAnswer (201) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when user answers the allocated call. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the allocating queue. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is the answering user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason describes the type of allocating queue: PersonalWork for personal queues, ServiceQueue for real queues.","type":"text"},{"text":" ","type":"text","marks":[{"type":"code"}]},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"UserDisconnect (202) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when user disconnects the call from UI (BeneDesk). Disconnects from terminals are not logged as separate UserDisconnect events but simply in CallDisconnect. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the allocating queue. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is the disconnecting user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason is always null.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"UserReject (203) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged either when user rejects the allocated call actively or the allocation is cancelled for some reason. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the allocating queue. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is the allocated user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason describes the reason for reject in more detail: ","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Timeout: Maximum allocation time was reached. ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"CallDisconnected: Call disconnected during allocation. ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"GenericUserRejected: User either rejected actively or was found to be unreachable for example due to terminal being busy. ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"OtherConnected: Another agent answered the call (for simultaneous allocation).","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"UserTransfer (204) ","type":"text"}]},{"type":"paragraph","content":[{"text":"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. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the queue. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is the transferring user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason contains the transfer target number.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"UserPark (205) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when answering user parks the call. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the allocating queue. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is the answering user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason is always null.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"UserUnpark (206) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when answering user unparks the call. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the allocating queue. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is the answering user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason is always null.","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"UserOnHold (207) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when answering user places the call on hold. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the allocating queue. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is the answering user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason is always null.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"UserUnHold (208) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when answering user retrieves the call from hold. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is the allocating queue. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is the answering user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason is always null.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"ExtQuery (250) ","type":"text"}]},{"type":"paragraph","content":[{"text":"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. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is logged if the query is caused by a queue configuration ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is logged if query is caused by user configuration ","type":"text"}]},{"type":"paragraph","content":[{"text":"Reason describes the query result. Value can vary by implementation, standard values are ","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"OK: query receives an acceptable result ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"NOT_FOUND: no results found","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"ExtTarget (251) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged after an ExtQuery event to describe routing targets received in response. Possible targets are queues, users and direct numbers. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is logged if target is a queue ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is logged if target is a user ","type":"text"}]},{"type":"paragraph","content":[{"text":"Reason contains a semicolon-separated list of detailed information: ","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"nbr: stored if target is a direct number ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"values: received target number (not necessarily normalized) ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"example: nbr=+358501231234 ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"pr: if multiple targets are received, their relative priority (0 being the highest) ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"values: positive integer ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"example: pr=0; ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"req: whether to wait for target for time specified in parameter ttl. This only applies to user targets ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"values: bit 0/1 ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"example: req=0; ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"ttl: how long requirement is valid. Currently used in combination with req flag to require a specific user ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"values: positive integer, second ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"example: ttl=30;","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"QueueTransfer (300) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when the call is transferred out of the system. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is always null. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is always null. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason contains the transfer target number.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"QueueTransferConnect (301) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when externally transferred call connects to the external system (e.g. the transfer was successful). ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is always null. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is non-null if transfer targets a number mapped to a known user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason contains the target number.","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"QueueTransferCancel (302) ","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when external transfer is cancelled or fails. This occurs if the original caller disconnects during transfer, or if the transfer target rejects the incoming call. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue name is always null. ","type":"text"}]},{"type":"paragraph","content":[{"text":"Email is non-null if transfer targets a number mapped to a known user. ","type":"text"}]},{"type":"paragraph","content":[{"text":"For BeneCC, Reason contains the detailed reason for cancel or reject: ","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"CallDisconnected: Original caller disconnected the call ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"GenericUserRejected: Targeted user rejected the call ","type":"text"}]}]}]},{"type":"paragraph"},{"type":"heading","attrs":{"level":4},"content":[{"text":"SupervisionStatus (320)","type":"text"}]},{"type":"paragraph","content":[{"text":"Supervision status for the call has been changed.","type":"text"}]},{"type":"paragraph","content":[{"text":"Reason contains supervisor name and status ","type":"text"}]},{"type":"paragraph","content":[{"text":":","type":"text","marks":[{"type":"code"}]}]},{"type":"paragraph","content":[{"text":"Possible values for status: SilentlyListening, Whispering, Participating, Exited, Entered.","type":"text"}]},{"type":"paragraph"},{"type":"heading","attrs":{"level":4},"content":[{"text":"IvrSelection (400)","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when caller has made (DTMF) IVR menu selection or entered some longer collected input.","type":"text"}]},{"type":"paragraph","content":[{"text":"Reason contains comma separated list of details about IVR selection ","type":"text"}]},{"type":"paragraph","content":[{"text":",,","type":"text","marks":[{"type":"code"}]}]},{"type":"paragraph","content":[{"text":"Usercase:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"IVR_MENU ","type":"text","marks":[{"type":"strong"}]},{"text":"if selection happened in IVR menu","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"ALLOC_MENU","type":"text"}]}]}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"StartBlockingPrompt (401)\t","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when prompt playing that prevents allocation to agents has been started. ","type":"text"}]},{"type":"paragraph"},{"type":"heading","attrs":{"level":4},"content":[{"text":"WrapUpStarted (410)","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when agent wrap-up time started","type":"text"}]},{"type":"paragraph"},{"type":"heading","attrs":{"level":4},"content":[{"text":"WrapUpTerminated (411)","type":"text"}]},{"type":"paragraph","content":[{"text":"Logged when agent wrap-up time was terminated","type":"text"}]},{"type":"paragraph"},{"type":"heading","attrs":{"level":4},"content":[{"text":"CallbackCreated (500)","type":"text"}]},{"type":"paragraph","content":[{"text":"A callback request was created from the call","type":"text"}]},{"type":"paragraph","content":[{"text":"Queue is the last queue before leaving callback requests.","type":"text"}]},{"type":"paragraph","content":[{"text":"Reason contains Id of the Callback list the requests were created.","type":"text"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"CallsExtended","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"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.","type":"text"}]},{"type":"paragraph","content":[{"text":" Export name: ","type":"text"},{"text":"daily_calls_extended.csv","type":"text","marks":[{"type":"strong"}]}]},{"type":"table","attrs":{"layout":"default","width":760.0,"localId":"21df9321-1f51-4158-8b34-750913974c40"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"Column ","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"Description","type":"text","marks":[{"type":"strong"}]},{"type":"hardBreak"},{"text":" ","type":"text","marks":[{"type":"strong"}]}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"CallId ","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"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","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"Timestamp ","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"Connection timestamp for connected calls, arrival timestamp for other","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"EntryQueue","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"Name of the entry queue","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"LastQueue","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"Name of the last queue","type":"text"},{"type":"hardBreak"},{"text":" ","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"ExternalNumber ","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"External party of the call, caller for incoming and called number for outgoing","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"UserNumber ","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"background":"transparent","rowspan":1,"colwidth":[340.0]},"content":[{"type":"paragraph","content":[{"text":"User number, caller for outgoing and called number for incoming calls 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