A dimension is a qualitative attribute that you can use to slice and dice a data set.
A measure is a quantitative attribute of the data, often expressed in aggregates such as Sum, Average, Count etc.
Sometimes, a measure can be expressed as a dimension if using it as such for slicing and dicing the data can provide more meaningful results.
A date can be used as a filter or can be displayed in the result set using the YYYY-MM-DD format. In the source tables, date values are stored in UTC format, but their appearance can be configured to use other time zones and commonly preferred formats.
Alternatively, other tools allow filtering and display of date fields by date, day of week, milliseconds, month, month name, quarter, quarter of year, time, week, week of year, year.
The following tables describe the Data Dictionary fields and their definitions to be used for report creation and ad-hoc analysis.
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled. For more detailed explanation, see Core Conversation Metrics.
Conversation dimensions
| View | Group | Field name | Description |
|---|---|---|---|
| Conversation | Asynchronous Return Conversation (ARC) | ARC Accepted (Yes/No) | A Yes or No value indicating whether the customer accepted the Asynchronous Return Conversation (ARC). |
| Conversation | Asynchronous Return Conversation (ARC) | ARC Max Retry Count | The configured maximum retry count to make the Asynchronous Return Conversation (ARC) to the customer. |
| Conversation | Asynchronous Return Conversation (ARC) | ARC Offer Accepted (Yes/No) | A Yes or No value indicating whether the customer accepted the Asynchronous Return Conversation (ARC) offer. |
| Conversation | Asynchronous Return Conversation (ARC) | ARC Offered (Yes/No) | A Yes or No value indicating whether an Asynchronous Return Conversation (ARC) was offered to the customer. |
| Conversation | Asynchronous Return Conversation (ARC) | ARC Outcome | The latest outcome of the Asynchronous Return Conversation (ARC) made to the customer, i.e. accepted, declined, no-input, invalid-input, canceled, busy, no-answer, failed etc. |
| Conversation | Asynchronous Return Conversation (ARC) | ARC Retry Count | The number of retries for the Asynchronous Return Conversation (ARC) to the customer. |
| Conversation | Asynchronous Return Conversation (ARC) | ARC Time Delta | The time delta (in seconds) between the non-captive wait time and the Estimated Wait Time relayed to the customer. |
| Conversation | Asynchronous Return Conversation (ARC) | Estimated Wait Time | The estimated wait time (in seconds) relayed to the customer when Asynchronous Return Conversation (ARC) is offered. |
| Conversation | Asynchronous Return Conversation (ARC) | Estimated Wait Time Proximity | The proximity of the Estimated Wait Time relayed to the customer when (ARC) is offered versus the Actual Wait Time of the customer before the ARC is initiated. |
| Conversation | Asynchronous Return Conversation (ARC) | Non-Captive Wait Time | The time (in seconds) between the Asynchronous Return Conversation (ARC) is offered and when the ARC is initiated. This is the non-captive wait time of the customer in the Virtual Queue. Also known as Actual Wait Time. |
| Conversation | Asynchronous Return Conversation (ARC) | Total ARC Time | The total time (in seconds) between the initial Asynchronous Return Conversation (ARC) is made until the customer is finally connected to the Human Agent, including all retries. |
| Conversation | Business Segment | Business Segment ID | The unique ID assigned to the business segment by the platform. |
| Conversation | Business Segment | Business Segment Name | The name of the business Segment as defined by the partner. |
| Conversation | Business Segment | Management Unit Code | The management unit code the Business Segment rolls up to. |
| Conversation | Business Segment | Management Unit Name | The management unit name the Business Segment rolls up to. |
| Conversation | Business Segment | Partner ID | ID of the partner. |
| Conversation | Business Segment | Partner Name | The name of the partner. |
| Conversation | Channel Origin | Adapter Name | The channel adapter ID that supports this channel origin. |
| Conversation | Channel Origin | Channel Name | The name ame of the channel associated with the Channel Origin (e.g. c3, epcweb) |
| Conversation | Channel Origin | Channel Origin ID | The channel origin id that supports legacy id. |
| Conversation | Channel Origin | Channel Type | The channel in which Conversation occurred (Chat, Voice, or Web) |
| Conversation | Channel Origin | Integration ID | Integration ID |
| Conversation | Channel Origin | Special Event | Special Event |
| Conversation | Channel Quality | Dropped Call (Yes/No) | A Yes or No value indicating whether the conversation completed successfully or failed due to a system error. |
| Conversation | Channel Quality | Effective Disconnected By | The participant type who disconnected the conversation (i.e. Customer, Agent, System). |
| Conversation | Conversation Close Details | Close Reason | Specifies the reason for conversation close as populated by the platform or agent. |
| Conversation | Conversation Close Details | Completed (Yes/No) | A Yes or No value indicating whether or not the Conversation has been completed. |
| Conversation | Conversation Close Details | Dropped Call (Yes/No) | Indicates whether or not the conversation was dropped by the platform. |
| Conversation | Conversation IDs | Call ID | Call ID of the associated voice conversation. |
| Conversation | Conversation IDs | Conversation ID | Unique ID for the Conversation generated by the platform. |
| Conversation | Conversation IDs | Outbound Dialed Phone Number | Toll free phone number (TFN) dialed by the agent. |
| Conversation | Conversation IDs | Parent Conversation ID | Unique ID for the Parent Conversation. |
| Conversation | Conversation IDs | Referenced Conversation IDs | The IDs of other Conversations from which either created or were created from this Conversation. |
| Conversation | Customer Engagement | Agent Handled (Yes/No) | A Yes or No value indicating whether or not the Conversation was handled by one or more agents for any amount of time. |
| Conversation | Customer Engagement | Agent Requested (Yes/No) | A Yes or No value indicating whether SPEAK_TO_AGENT skill was invoked during conversation. |
| Conversation | Customer Engagement | Contained (Yes/No) | A Yes or No value indicating whether a conversation is neither ghost nor queued. |
| Conversation | Customer Engagement | Customer Engagement | All Conversations are classified as one of the following: Ghost: Text Conversation has no inbound messages. VA Only: Conversation is assigned to a VA, but never assigned to a Queue. Abandoned in Queue: Conversation is assigned to a Queue, but is never assigned to an Agent. No Responses to Agent: Text Conversation is assigned to an Agent, but the Customer has not sent any messages to the Agent. Engaged with Agent: Conversation is assigned to an Agent. Outbound: Agent initiated the Conversation. |
| Conversation | Customer Engagement | Deflected (Yes/No) | Yes, if human agent assistance was requested for the conversation but it was never queued for an human agent. Conversation could have been deflected to another channel or hours of operation enforced using business logic. |
| Conversation | Customer Engagement | Estimated Self-Served - Deprecated(Yes/No) | Yes, if the conversation was contained in VA and not deflected. Thus estimated that this conversation was self-served. |
| Conversation | Customer Engagement | Ghost (Yes/No) | Zero inbound messages to be classified after 2nd half hour interval. |
| Conversation | Customer Engagement | Queued (Yes/No) | A Yes or No value indicating whether conversation was placed in a queue 1 or more times. |
| Conversation | Customer Engagement | Estimated Self Serve (Yes/No) | "Incomplete” until 72 hours after conversation was started, after which it will either show “Yes” if the conversation was self served with no agent-assisted follow up or “No” if it was self served but did have an agent-assisted follow up. |
| Conversation | Duration | Conversation Time | The Conversation Time (Sum) measured as a dimension. |
| Conversation | Ended Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
The date and time (in UTC) that the conversation ended. |
| Conversation | Entry Point | Entry Point App | The type of application used to initiate the Conversation (Web/App). |
| Conversation | Entry Point | Launch Point | The name of the element on the web page from where the Conversation was initiated. |
| Conversation | Entry Point | Origin | The website from where the conversation was initiated. |
| Conversation | Entry Point | Page Name | The page name from where the conversation was initiated. |
| Conversation | Entry Point | Page Title | The value in the 'Title' field of the page from where the Conversation was initiated. |
| Conversation | Half-Hour Interval | The 30-minute interval in which the Conversation completed. | |
| Conversation | Has Follow Up | Has Followup Agent Assisted (Yes/No) | Yes/No value indicating whether or not the follow up Conversation was handled by an agent for any amount of time. |
| Conversation | Has Follow Up | Has Followup Channel Type | Identifies in which Channel Type the follow up Conversation occurred (Chat, Voice, or Web). |
| Conversation | Has Follow Up | Has Followup Conversation ID | The unique ID for the Follow Up Conversation. |
| Conversation | Has Follow Up | Has Followup Time | The time in minutes between start of the Conversation and start of Follow Up Conversation. |
| Conversation | Has Follow Up | Has Followup Within 15 Minutes (Yes/No) | 'Yes' if time between Conversation and Follow Up Conversation is less than or equal to 15 minutes. |
| Conversation | Has Follow Up | Has Followup Within 24 Hours (Yes/No) | 'Yes' if time between Conversation and Follow Up Conversation is less than or equal to 24 hours. |
| Conversation | Has Follow Up | Has Followup Within 72 Hours (Yes/No) | 'Yes' if time between Conversation and Follow Up Conversation is less than or equal to 72 hours. |
| Conversation | Identification | Authenticated | Type of authentication status for the customer who initiated the Conversation. Value can be: Not Authenticated = Guest Customer Partner Authenticated = Authenticated on partner website VA Authenticated = Authenticated by VA sign in Skill Agent Authenticated = Authenticated by Agent sign in |
| Conversation | Identification | Identified For Self Service | Yes/No value indicating whether the conversation was identified (verified or authenticated) before it got assigned to human agent |
| Conversation | Identification | Verified | Verification status of the customer who initiated the Conversation. Depending on the mode of verification, value can be: VA Verified = Verified by VA Agent Verified = Verified by Human Agent |
| Conversation | Initiator Device Details | Browser | If available, name of the browser used to initiate the Conversation (e.g. Chrome, Firefox, Edge, Safari, etc.). |
| Conversation | Initiator Device Details | Device Category | If available, type of device used to initiate the Conversation (Desktop, Tablet, Mobile, Other). |
| Conversation | Initiator Device Details | Device OS | If available, operating system used to run the device that initiated the Conversation (e.g. iOS, Windows, Android, Mac OS, etc.). |
| Conversation | Is Follow Up | Is Followup Agent Assisted (Yes/No) | A Yes or No value indicating whether or not the previous Conversation was handled by an agent for any amount of time. |
| Conversation | Is Follow Up | Is Followup Channel Type | Identifies Channel Type in which the previous Conversation occurred. |
| Conversation | Is Follow Up | Is Followup Conversation ID | The unique ID for the previous Conversation. |
| Conversation | Is Follow Up | Is Followup Time | The time, in minutes, between start of the Conversation and start of previous Conversation. |
| Conversation | Is Follow Up | Is Followup Within 15 Minutes (Yes/No) | 'Yes' if time between Conversation and preceding Conversation is less than or equal to 15 minutes. |
| Conversation | Is Follow Up | Is Followup Within 24 Hours (Yes/No) | 'Yes' if time between Conversation and preceding Conversation is less than or equal to 24 hours. |
| Conversation | Is Follow Up | Is Followup Within 72 Hours (Yes/No) | 'Yes' if time between Conversation and preceding Conversation is less than or equal to 72 hours. |
| Conversation | Language | The locale label for the language and territory in which the Conversation was spoken or written (e.g. enUS, enUK, etc.). | |
| Conversation | Measure Dimensions | Attachment Count | The number of unique attachments in a Conversation. |
| Conversation | Measure Dimensions | Customer Wait Time | The initial wait time in queue for the customer who initiated the conversation. e.g. Traveler. This does not include wait time for transferred sessions. |
| Conversation | ML Predictions | Predicted Intent | A ML model that predicts a traveler intent, based on chat transcript text. |
| Conversation | ML Predictions | Predicted Product | A ML model prediction of a traveler product, based on transcript text. |
| Conversation | Skill Execution Sequence | Skill Execution Sequence | A delimited list of Skill Intent:Outcomes in the order in which they were executed within the conversation. |
| Conversation | Skill Task Execution Sequence | Skill Task Execution Sequence | A delimited list of Skill Tasks in the order in which they were executed within the Conversation. |
| Conversation | Started Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
The date and time (in UTC) that the conversation started. |
| Conversation | VA Skill | Latest VA Intent | The last identified Intent in a conversation while it was managed by the VA. |
| Conversation | VA Skill | Latest VA Product | The last identified Product in a conversation while it was managed by the VA. |
| Conversation | Version (1.0/2.0) | 1.0 / 2.0 indicating whether the Conversation belongs to V1 or V2. | |
| Conversation | Is Traveler Supplier Conversation | Yes/No value indicating that the conversation is traveler-supplier conversation | |
| Conversation | Translated (Yes/ No) | nvictoria 11 hours ago Member |
Yes/No value indicating whether any of the participant's text messages were translated into another language. These translations are usually done to enable available agents to service conversations that are not in their native language.
Conversation Measures
| View | Group | Field Name | Description |
|---|---|---|---|
| Conversation | Asynchronous Return Conversation (ARC) | ARC Retry Count (Avg) | ARC Retry Count (Sum) / Conversation (Count) where Asynchronous Return Conversation (ARC) offer is accepted. |
| Conversation | Asynchronous Return Conversation (ARC) | ARC Retry Count (Sum) | The total number of retries for the Asynchronous Return Conversation (ARC). |
| Conversation | Asynchronous Return Conversation (ARC) | Estimated Wait Time (Avg) | The Estimated Wait Time (Sum) / Conversation (Count) where Asynchronous Return Conversation (ARC) is offered. |
| Conversation | Asynchronous Return Conversation (ARC) | Estimated Wait Time (Sum) | The total estimated wait time (EWT) (in seconds) relayed to the customer when Asynchronous Return Conversation (ARC) is offered. |
| Conversation | Asynchronous Return Conversation (ARC) | Estimated Wait Time Proximity (Avg) | Estimated Wait Time Proximity (Sum) / Conversation (Count) where Asynchronous Return Conversation (ARC) offer is accepted. |
| Conversation | Asynchronous Return Conversation (ARC) | Estimated Wait Time Proximity (Sum) | The total proximity of the Estimated Wait Time relayed to the customer when (ARC) is offered versus the Actual Wait Time of the customer before the ARC is initiated. |
| Conversation | Asynchronous Return Conversation (ARC) | Non-Captive Wait Time (Avg) | Non-Captive Wait Time (Sum) / Conversation (Count) where Asynchronous Return Conversation (ARC) offer is accepted. |
| Conversation | Asynchronous Return Conversation (ARC) | Non-Captive Wait Time (Sum) | The total time in seconds between the Asynchronous Return Conversation (ARC) is offered and when the ARC is initiated. |
| Conversation | Asynchronous Return Conversation (ARC) | Total ARC Time (Avg) | The total ARC Time (Sum) / Conversation (Count) where Asynchronous Return Conversation (ARC) offer is accepted. |
| Conversation | Asynchronous Return Conversation (ARC) | Total ARC Time (Sum) | The sum of Total ARC Time. |
| Conversation | Attachment (Count) | The number of unique attachments in a conversation. | |
| Conversation | Channel Quality | Channel Inbound Customer Jitter (Avg) | The average customer jitter value (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Customer Latency (Avg) | The average customer latency (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Customer Mean Opinion Score (Avg) | The average customer mean opinion score (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Customer Round Trip Time (Avg) | The average customer round trip (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Non-Customer Jitter (Avg) | The average non-customer jitter value (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Non-Customer Latency (Avg) | The average non-customer latency (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Non-Customer Mean Opinion Score (Avg) | The average non-customer mean opinion score (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Non-Customer Round Trip Time (Avg) | The average non-customer round trip (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Overall Jitter (Avg) | The average overall jitter value (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Overall Latency (Avg) | The average overall latency (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Overall Mean Opinion Score (Avg) | The average overall mean opinion score (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Inbound Overall Round Trip Time (Avg) | The average overall round trip (in milliseconds) for the inbound conversation. |
| Conversation | Channel Quality | Channel Outbound Customer Jitter (Avg) | The average customer jitter value (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Customer Latency (Avg) | The average customer latency (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Customer Mean Opinion Score (Avg) | The average customer mean opinion score (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Customer Round Trip Time (Avg) | The average customer round trip (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Non-Customer Jitter (Avg) | The average non-customer jitter value (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Non-Customer Latency (Avg) | The average non-customer latency (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Non-Customer Mean Opinion Score (Avg) | The average non-customer mean opinion score (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Non-Customer Round Trip Time (Avg) | The average non-customer round trip (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Overall Jitter (Avg) | The average overall jitter value (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Overall Latency (Avg) | The average overall latency (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Overall Mean Opinion Score (Avg) | The average overall mean opinion score (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Channel Outbound Overall Round Trip Time (Avg) | The average overall round trip (in milliseconds) for the outbound conversation. |
| Conversation | Channel Quality | Customer Sessions | Customer Sessions |
| Conversation | Channel Quality | Non Customer Sessions | Non Customer Sessions |
| Conversation | Channel Quality | Total Sessions | Total Sessions |
| Conversation | Conversation (Count) | Total count of all conversations. | |
| Conversation | Conversation Time (Avg) | Conversation Time (Sum) / Conversation (Count) | |
| Conversation | Customer Wait Time Metrics | Customer Wait Time (Avg) | Customer Wait Time (Sum) / Queued Conversation (Count) |
| Conversation | Customer Wait Time Metrics | Customer Wait Time (Sum) | Customer Wait Time (Sum) |
| Conversation | Customer Wait Time Metrics | Customer Wait Time (TP90) | The value for which 90% of Customer Wait Times are lower and 10% are higher |
| Conversation | Network Error (Count) | The total count of conversations deflected/disconnected at a Network level, before entering the CP domain. | |
| Conversation | NLU Details | Sentiment | The sentiment/mood of the conversation as per NLU analysis. |
| Conversation | NLU Details | Sentiment Score (Avg) | The Average Sentiment Score. |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
Conversation Message Dimensions
| View | Group | Field Name | Description |
|---|---|---|---|
| Conversation Message | Agent | Agent Hire Date | Handling Agent's Hire Date (YYYY-MM-DD). |
| Conversation Message | Agent | Agent Manager Name | Handling Agent's Manager's Name. |
| Conversation Message | Agent | Agent Name | Handling Agent's Name. |
| Conversation Message | Agent | Agent People ID | Handling Agent's People ID. |
| Conversation Message | Agent | Agent Supervisor People ID | Handling Agent's Supervisor People ID. |
| Conversation Message | Agent | Agent Vendor Location | Handling Agent's Vendor Location. |
| Conversation Message | Direction | Identifying whether message originated from Expedia Group (Outbound) or external to Expedia Group (Inbound). | |
| Conversation Message | Message Author | Participant Type | The value indicating whether the Message Author is a Human Agent, Virtual Agent, or Non-Agent. |
| Conversation Message | Message ID | Unique ID for each message generated by the platform | |
| Conversation Message | Message Type | The type of the message (TEXT, ACTIONS, CAROUSEL, INTENT, EMAIL, FILE, VOICE, IMAGE, POSTBACK). | |
| Conversation Message | NLU Details | Dialogue State | Value indicating whether the state of slot filling is Elicit Slot, Fulfilled, Unfulfilled or Retry Failed. |
| Conversation Message | NLU Details | Intent | The intent of the message. |
| Conversation Message | NLU Details | Intent Score | The confidence Score of message intent. |
| Conversation Message | NLU Details | Locale | The language/locale that the NLU Provider detected for the message. |
| Conversation Message | NLU Details | NLU Provider | The Natural language Understanding (NLU) provider for message/intent. |
| Conversation Message | NLU Details | NLU Provider URL | The URL for the NLU Provider for message/intent. |
| Conversation Message | NLU Details | Sentiment | The sentiment of message. |
| Conversation Message | NLU Details | Sentiment Score | The confidence Score of message sentiment. |
| Conversation Message | NLU Details | Slot (Entity) | Slot (Entity). |
| Conversation Message | NLU Details | Slot (Entity) Value | Slot (Entity) Value. |
| Conversation Message | NLU Details | Slot Filling (Yes/No) | Yes/No value indicating whether the VA is slot filling. |
| Conversation Message | Sent Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
The date time (in UTC) that the message was sent. |
| Conversation Message | Typeahead Details | Selected (Yes/No) | A Yes or No field indicating whether or not typeahead suggestion was selected by the Traveler. |
| Conversation Message | Typeahead Details | Type | The value indicating the skill for which Typeahead was suggested. |
| Conversation Message | Message Text Details | Text | The original message in the participant's language (non-translated). |
| Conversation Message | Message Text Details | Language Id | The language locale of the participant's original, non-translated message. (ex. ESMX, ENAU, etc.) |
Conversation Message Measures
| View | Group | Field Name | Description |
|---|---|---|---|
| Conversation Message | Message (Count) | The total count of messages. | |
| Conversation Message | NLU Details | Intent Score (Avg) | The average Confidence Score of message intent. |
These fields are available in the Customer Experience Explore, where users can see the translation of the interaction between traveler and human agent.
Conversation Message Translation Dimensions
| View | Group | Field Name | Description |
|---|---|---|---|
| Conversation Message | Message Text Details | Translated Text | The translated text of the participant's message. |
| Conversation Message | Message Text Details | Translated text Language Id | The language locale of the participant's translated message. (ex. ESMX, ENAU, etc.) |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
Conversation Participant Session Dimensions
| View | Group | Field Name | Description |
|---|---|---|---|
| Participant Session | Agent | Agent Business Location | Handling Agent's Vendor Location |
| Participant Session | Agent | Agent Data Tag | Contains additional information about the Agent in the form of a name:value pair; e.g. AgentRole:Tier 1 Agent |
| Participant Session | Agent | Agent Email | Handling Agent's Email Id |
| Participant Session | Agent | Agent Hire Date | Handling Agent's Hire Date (YYYY-MM-DD) |
| Participant Session | Agent | Agent Logon Name | Account name used by agent to log onto Voyager Next. |
| Participant Session | Agent | Agent Manager Name | Handling Agent's Manager's Name |
| Participant Session | Agent | Agent Name | Handling Agent's Name |
| Participant Session | Agent | Agent People ID | Handling Agent's People ID |
| Participant Session | Agent | Agent Queue Group Name | Handling Agent's Queue Group Name |
| Participant Session | Agent | Agent Supervisor People ID | Handling Agent's Supervisor People ID |
| Participant Session | Agent | Agent Vendor Location | Handling Agent's Vendor Location |
| Participant Session | Agent Productivity | Abandon Time | Total time in seconds Conversation was in Queue before initiator abandoned the Conversation. |
| Participant Session | Agent Productivity | Answer Time | For text channels, total time in seconds from when Conversation was placed in Queue and Agent's first response. For voice channels, total time in seconds from when Conversation was placed in queue and assigned to an agent. |
| Participant Session | Agent Productivity | Assigned Agent Time | The total time, in seconds, a conversation was assigned to a HumanAgent. |
| Participant Session | Agent Productivity | Chat Agent First Response Time | Time in seconds from when Agent joins the conversation until Agent first message to customer. |
| Participant Session | Agent Productivity | Claim Initiated (Yes / No) | Yes or NO to indicate whether Agent initiated the conversation claim in this session. |
| Participant Session | Agent Productivity | Currently Claimed (Yes / No) | A Yes or NO value to indicate whether this participant session is currently holding the claim. |
| Participant Session | Agent Productivity | Handle Time | The total time, in seconds, that Agent worked on Conversation. |
| Participant Session | Agent Productivity | Hold (Yes / No) | A Yes or No value indicating whether a Human Agent placed any participant on hold. |
| Participant Session | Agent Productivity | Hold Time | The total time in seconds that a participant is placed on hold. |
| Participant Session | Agent Productivity | Join Details | The details of the conversation when it was routed to a queue. |
| Participant Session | Agent Productivity | Leave Details | The details of the conversation when it was unassigned from the handling agent. |
| Participant Session | Agent Productivity | Mute Time | The total time in seconds that the Agent muted themselves. |
| Participant Session | Agent Productivity | Queue Time | The total time in seconds that Conversation was in Queue waiting to be assigned to an Agent. |
| Participant Session | Agent Productivity | Requeue Time | The total time in seconds a conversation is requeued, which is the time between when a Human Agent joined the conversation and the effective invite. |
| Participant Session | Agent Productivity | Response Count | A count to identify the number of sessions the human agent participant responded back with a message. |
| Participant Session | Agent Productivity | Response Time | The total time in seconds from Outbound Message and oldest 'unresponded' Inbound Message. |
| Participant Session | Agent Productivity | Talk Time | The total time in seconds the Human Agent actively worked on a voice conversation, excluding hold time and wrap-up time. |
| Participant Session | Agent Productivity | Transfer Count | Amount to identify the number of times a Human Agent initiated transfer of conversation to another Human Agent. |
| Participant Session | Agent Productivity | VA Time | The total time in seconds VA was managing Conversation |
| Participant Session | Agent Productivity | Wrap Up Time | The total time in seconds that the Agent was in wrap-up. |
| Participant Session | Effective Invited Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
The earliest date and time (in UTC) that the Human participant either initiated or was invited to join the conversation before handled |
| Participant Session | External Agent (Yes / No) | Yes/No value indicating whether the Human Agent is part of an external platform other than the conversation platform. | |
| Participant Session | Half Hour Intervals | Participant Invited Half Hour Interval | A 30 minute interval in which the Participant was invited to join the conversation. |
| Participant Session | Half Hour Intervals | Participant Joined Half Hour Interval | A 30 minute interval in which the Participant was assigned to an agent |
| Participant Session | Half Hour Intervals | Participant Left Half Hour Interval | A 30 minute interval in which the Participant left the conversation. |
| Participant Session | Invited Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
The earliest date and time (in UTC) that the participant either initiated or was invited to join the conversation. |
| Participant Session | Join Activity Ended Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) when the Supervisor's join activity ended. |
| Participant Session | Join Activity Started Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) when the Supervisor's join activity started. |
| Participant Session | Joined Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
The earliest date and time (in UTC) that the participant joined the conversation. |
| Participant Session | Left Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
The latest date and time (in UTC) that the participant left the conversation. |
| Participant Session | Offer Details | Abandon Count | Amount to identify the number of times the session was abandoned before assigning to an agent participant. |
| Participant Session | Offer Details | Abandoned (Yes/No) | Yes if the conversation queued for and gent but never assigned, otherwise No. |
| Participant Session | Offer Details | Agent Connection Time | Time in seconds from when a customer confirms I Am Ready and Agent joins the conversation. |
| Participant Session | Offer Details | ARC Outcome | The outcome of the Asynchronous Return Conversation (ARC) made to the customer, i.e. accepted, declined, no-input, invalid-input, canceled, busy, no-answer, failed etc. |
| Participant Session | Offer Details | Asynchronous Return Conversation (Yes/No) | A Yes or No value indicating whether an Asynchronous Return Conversation (ARC) is made. |
| Participant Session | Offer Details | Customer Loyalty Status | The customer loyalty status identified by brand / partner. |
| Participant Session | Offer Details | Error Message | An error message from the upstream dependencies, like softphone, to identify the reject / connectivity error. |
| Participant Session | Offer Details | Handle Count | A count to identify the number of times the conversation was assigned to an agent participant. |
| Participant Session | Offer Details | Handled (Yes/No) | Yes if the conversation was handled at any time by an agent, otherwise No |
| Participant Session | Offer Details | Latest Handled Session (Yes/No) | A Yes or No value to indicate whether this is the latest agent-handled session after a conversation is unassigned. |
| Participant Session | Offer Details | Next in Line Time | Time in seconds between Agent invite & I Am Ready being displayed. |
| Participant Session | Offer Details | I am Ready Actioned | Time in seconds that the I am Ready button was clicked by the customer. |
| Participant Session | Offer Details | I am Ready Duration | Time in seconds from when customer is presented with I am Ready button until they Accept, Decline, or timeout. |
| Participant Session | Offer Details | I am Ready Outcome | Whether the customer A) Accepted, B) Declined, or C) Timed out on I am Ready. |
| Participant Session | Offer Details | I am Ready Presented | Time in seconds that the I am Ready button was presented to the customer. |
| Participant Session | Offer Details | Offer Count | Amount to identify the number of times the conversation was queued to an agent participant. |
| Participant Session | Offer Details | Offer Type | For some channels, lists the type of Conversation being routed to a queue |
| Participant Session | Offer Details | Offered (Yes/No) | Yes if Human Agent participation was requested at any time, otherwise No. |
| Participant Session | Offer Details | Partner Support Type | A partner support type used to route conversation to a queue |
| Participant Session | Offer Details | Product Name | The name of the product associated with the queue in which the conversation was routed (if any). |
| Participant Session | Offer Details | Queue Name | The name of the queue in which conversation was routed for an agent |
| Participant Session | Offer Details | Queue Product Name | The name of the product associated with the queue in which the conversation was routed (if any). |
| Participant Session | Offer Details | Requeue Count | The number of times the conversation is requeued before a Human Agent joined the conversation. |
| Participant Session | Offer Details | Requeue Reason | The reason why the conversation is requeued i.e. logout, connect error etc. |
| Participant Session | Offer Details | Requeued (Yes/No) | A Yes or No value indicating whether the session is requeued. |
| Participant Session | Outbound Details | Agent Channel Type | A Yes or No value indicating whether outbound call was initiated in this participant session. |
| Participant Session | Outbound Details | Initiator Agent Logon Name | The logon name of the agent who initiated the outbound call. |
| Participant Session | Outbound Details | Outbound (Yes / No) | A Yes or No value indicating whether the participant session is outbound. |
| Participant Session | Outbound Details | Outbound Recipient | The recipient of the outbound conversation e.g. Marriott, Delta Airlines, etc. |
| Participant Session | Outbound Details | Outbound Time | The duration of the outbound call in seconds. |
| Participant Session | Outbound Details | Outbound Type | Indicates the type of outbound call. Attached (During Initial Contact): Outbound call made by the HumanAgent while actively on initial contact with a customer. Attached (Post Initial Contact): Outbound call that is related and linked to a previous conversation made by a Human Agent after initial contact with the customer. Unattached: Outbound call made by the HumanAgent which is not linked to a previous or ongoing conversation i.e. cold calls, marketing calls, crisis, dilemma, etc. Also includes Voice Bridge Outbound calls that are related but not linked to a previous conversation. |
| Participant Session | Outbound Details | Outbound Call Status | The connectivity state of the outbound call placed i.e. Answered (call successfully placed), Busy (number dialed is busy), No-Answer (call did not get answered), Canceled (call canceled by the initiator), Failed (system failed to place the call). |
| Participant Session | Participant Details | Agent Channel Type | Channel type of an Agent. |
| Participant Session | Participant Details | Initiator (Yes/No) | Indicates whether or not the participant initiated the conversation. |
| Participant Session | Participant Details | Joined (Yes/No) | Indicates whether or not participant joined who was invited to the conversation. |
| Participant Session | Participant Details | Participant Attributes Key | The key for a partner-specific optional name/value attribute associated with the Participant. |
| Participant Session | Participant Details | Participant Attributes Value | The value for a partner-specific optional name/value attribute associated with the Participant. |
| Participant Session | Participant Details | Type | The value indicating whether the participant is a Human Agent, Virtual Agent, or Non-Agent. |
| Participant Session | Participant Session Details | Active Time | The total time in seconds from when participant joined or initiated the conversation to when they left. |
| Participant Session | Participant Session Details | Agent Intentional Disconnect | Yes indicating agent intentionally disconnected the conversation when customer is still actively participating, otherwise No. |
| Participant Session | Participant Session Details | Disconnect Reason | The reason the conversation was disconnected e.g. Browser Refresh, etc. |
| Participant Session | Participant Session Details | Direction | Direction represents whether the conversation was inbound or outbound with respect to the channel. |
| Participant Session | Participant Session Details | Dropped Call (Yes / No) | A Yes or No value indicating whether the conversation completed successfully or failed due to a system error. |
| Participant Session | Participant Session Details | Received Message Count | The total count of inbound messages. |
| Participant Session | Participant Session Details | Sent Message Count | The total count of outbound messages. |
| Participant Session | Queued Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
The date and time (in UTC) that the conversation is placed on queue upon the participant’s request to be serviced by a Human Agent. |
| Participant Session | Ring Call Details | Ring Call (Yes / No) | Yes, if the agent has the option to refuse call after it's assigned, otherwise No. |
| Participant Session | Ring Call Details | Ring Call Agent Logon Name | The logon name of the agent who manually Accepted, Rejected, TimedOut the call. |
| Participant Session | Ring Call Details | Ring Call Outcome | Outcome after Ring Call has been assigned to an Agent: Accepted, Rejected, TimedOut. |
| Participant Session | Ring Call Details | Ring Time | The duration in seconds from when call is removed from Queue and Assigned to an Agent and when the Agent accepts the call. |
| Participant Session | Supervisor Join Details | Agent Joined | The Human Agent, handling a conversation, which was joined by the Supervisor. |
| Participant Session | Supervisor Join Details | Join Activity Time | Total time in seconds for the Supervisor's Join Activity with the Handling Agent's conversation. |
| Participant Session | Supervisor Join Details | Supervisor Join Activity | The Supervisor's activity when joining a Human Agent's call i.e. Monitor where a Supervisor silently observes the agent, Whisper where a Supervisor can interact with the agent without the other participant's knowledge, or Barge where a Supervisor can take over/join the conversation as an active participant. |
| Participant Session | Transfer Details | Initiated Consult | A Yes or No value indicating whether the participant in this session (typically a Human Agent) initiated a consultation. A Human Agent handling a conversation can engage another agent for consultation. |
| Participant Session | Transfer Details | Initiated Transfer (Yes / No) | A Yes or No value indicating whether transfer was initiated by Human Agent in this Participant Session. |
| Participant Session | Transfer Details | Is Consult (Yes/No) | A Yes or No value indicating whether this is the session of the participant that was consulted on by a Human Agent handling a conversation. |
| Participant Session | Transfer Details | Transfer From Agent Logon Name | THe agent logon name of Human Agent who initiated transfer of conversation to another Human Agent. |
| Participant Session | Transfer Details | Transfer From Queue Name | THe name of the queue from where Human Agent initiated transfer to another Human Agent. |
| Participant Session | Transfer Details | Transfer Mode | The mode in which a conversation is transferred by a Human Agent to another participant of the conversation. This can either be 'On-Platform' wherein conversation are transferred within the conversation platform, typically queue-to-queue or 'Off-Platform' wherein conversation are transferred outside of the platform to an external entity like a Supplier or other Agents in an external platform. |
| Participant Session | Transfer Details | Transfer Origin Number | The phone number used by the Human Agent in initiating the transfer. |
| Participant Session | Transfer Details | Transfer Reason | The reason why the Human Agent initiated transfer to another Human Agent. |
| Participant Session | Transfer Details | Transfer Type | The type of transfer for this conversation i.e. Warm or Cold Transfer. In A Warm Transfer, a Human Agent transfers the conversation to another agent with a proper hand-off to provide context before leaving the conversation. In a Cold Transfer, a Human Agent transfers the conversation to another agent without waiting for the latter to join the conversation. |
| Participant Session | Transfer Details | Transferred (Yes/No) | Yes/No value indicating whether this is the participant session that received a conversation transfer. |
| Participant Session | Transfer Details | Transferred Number | The phone number to which a call is transferred to. |
| Participant Session | User IDs | Agent Logon Name | The account name used by agent to log onto Voyager Next |
| Participant Session | User IDs | Dossier ID | A unique identifier by for HCOM customers. |
| Participant Session | User IDs | Expedia User ID | A unique identifier by brand for Expedia Group customers. |
| Participant Session | User IDs | TUID | The Traveler User ID, deprecated in favor of Expedia User ID. |
| Participant Session | Voice Recording Details | Recording Enabled (Yes / No) | A Yes or No value indicating whether or not a call is set for recording. |
| Participant Session | Voice Recording Details | Recording Experience | Call Recording Visibility offered to a participant who joined a voice conversation: Notification - Notify of being recorded, but no option to prevent the recording. Opt-In - Requiring caller to opt-in to start recording, otherwise proceed with recording disabled. Opt-Out - Allow caller a chance to opt-out of being recorded, otherwise proceed with recording enabled. Traveler-Selection - Applies the recording visibility option selected by a prior traveler participant of this conversation. Agent-Selection - Applies the recording visibility option selected by a prior human agent participant of this conversation. |
| Participant Session | Voice Recording Details | Recording Input | The selection made by the conversation participant based on the offered Call Recording Visibility: Valid Input - participant accepted the offered Call Recording Visibility. Invalid Input - participant made no or invalid selection for the offered Call Recording Visibility, negating the offered Recording Visibility (i.e. Opt-in when Opt-out is offered and vice-versa). Timed Out - system timed out, resulting in participant's Call Recording Visibility input not being captured. |
| Participant Session | Voice Recording Details | Voice Recording Duration | The total voice recording duration in seconds for a participant in a conversation. |
| Participant Session | Voice Recording Details | Voice Recording Location | A list of voice recording locations of a participant in a conversation. |
| Participant Session | Participant Session Details | Promised | Yes/No flag indicating whether the estimated wait time promised to the customer. |
| Participant Session | Participant Session Details | Promise Outcome | Promise Outcome indicating whether the estimated wait time promised to the customer was honoured. If the actual wait time is less than or equal to the estimated wait time, then the promise was honoured. |
Conversation Participant Session Measures
| View | Group | Field Name | Description |
|---|---|---|---|
| Participant Session | Abandon Metrics | Abandon Rate (Pct) | Abandoned Offered (Count) / Total Offered (Count) |
| Participant Session | Abandon Metrics | Abandon Time (Avg) | Abandon Time (Sum) / Abandoned Offered (Count) |
| Participant Session | Abandon Metrics | Abandon Time (Sum) | Total time in seconds conversation was in queue before initiator abandoned the conversation. |
| Participant Session | Abandon Metrics | Abandon Time (TP90) | Value for which 90% of Abandon Times are lower and 10% are higher |
| Participant Session | Answer Metrics | Answer Time (Avg) | Answer Time (Sum) / Handle (Count) |
| Participant Session | Answer Metrics | Answer Time (Sum) | For text channels, total time in seconds from when Conversation was placed in Queue and Agent's first response. |
| Participant Session | Answer Metrics | Answer Time (TP90) | Value for which 90% of answer times are lower and 10% are higher |
| Participant Session | Assigned Metrics | Assigned Agent Time (Avg) | Assigned Agent Time (Sum) / Handle (Count) |
| Participant Session | Assigned Metrics | Assigned Agent Time (Sum) | Total time in seconds that Conversation was assigned to an Agent |
| Participant Session | Assigned Metrics | Assigned Agent Time (TP90) | Value for which 90% of assigned agent times are lower and 10% are higher |
| Participant Session | Channel Quality Metrics | Channel Inbound Jitter (Avg) | Average Jitter value (in milliseconds) for the inbound conversation. |
| Participant Session | Channel Quality Metrics | Channel Inbound Packets Lost | Inbound packets lost (in milliseconds). |
| Participant Session | Channel Quality Metrics | Channel Inbound Packets Lost (Avg) | Channel Inbound Packets Lost (Avg) |
| Participant Session | Channel Quality Metrics | Channel Inbound Packets Received | Inbound packets received by the channel (in milliseconds) |
| Participant Session | Channel Quality Metrics | Channel Inbound Packets Sent | Inbound packets sent to the channel (in milliseconds). |
| Participant Session | Channel Quality Metrics | Channel Inbound Round Trip Time (Avg) | Percentage of inbound packets loss. |
| Participant Session | Channel Quality Metrics | Channel Latency (Avg) | Average latency (in milliseconds) for the outbound conversation. |
| Participant Session | Channel Quality Metrics | Channel Mean Opinion Score (Avg) | Average Mean Opinion Score for the inbound conversation. |
| Participant Session | Channel Quality Metrics | Channel Outbound Jitter (Avg) | Average Jitter value (in milliseconds) for the outbound conversation. |
| Participant Session | Channel Quality Metrics | Channel Outbound Packets Lost | Outbound packets lost (in milliseconds). |
| Participant Session | Channel Quality Metrics | Channel Outbound Packets Lost (Avg) | Percentage of outbound packets loss. |
| Participant Session | Channel Quality Metrics | Channel Outbound Packets Received | Outbound packets received by the channel (in milliseconds). |
| Participant Session | Channel Quality Metrics | Channel Outbound Packets Sent | Outbound packets sent to the channel (in milliseconds). |
| Participant Session | Channel Quality Metrics | Channel Outbound Round Trip Time (Avg) | Average round trip time (in milliseconds) for the outbound conversation. |
| Participant Session | Concurrency | Assigned Agent Time (Sum) / Handle Time (Sum) | |
| Participant Session | Handle Metrics | Handle (Count) | Count of all human Agents that handled the conversation. |
| Participant Session | Handle Metrics | Handle Time (Avg) | Handle Time (Sum) / Handled (Count) |
| Participant Session | Handle Metrics | Handle Time (Sum) | Total time in seconds that Agent worked on Conversation |
| Participant Session | Handle Metrics | Handle Time (TP90) | Value for which 90% of handle times are lower and 10% are higher |
| Participant Session | Hold Metrics | Hold Time (Avg) | Hold Time (Sum) / Sessions put on hold at least once (Count). |
| Participant Session | Hold Metrics | Hold Time (Sum) | Total time in seconds that a participant is placed on hold. |
| Participant Session | Hold Metrics | Hold Time (TP90) | Value for which 90% of Hold Times are lower and 10% are higher. |
| Participant Session | Message Metrics | Received Message Count (Avg) | Received Message Count (Sum) / Distinct Participant (Count) |
| Participant Session | Message Metrics | Received Message Count (Sum) | Total count of inbound message |
| Participant Session | Message Metrics | Sent Message Count (Avg) | Sent Message Count (Sum) / Distinct Participant (Count) |
| Participant Session | Message Metrics | Sent Message Count (Sum) | Total count of outbound message |
| Participant Session | Mute Metrics | Mute Time (Avg) | Mute Time (Sum) / Sessions put on mute at least once (Count). |
| Participant Session | Mute Metrics | Mute Time (Sum) | Total time in seconds that an agent participant muted themselves. |
| Participant Session | Mute Metrics | Mute Time (TP90) | Value for which 90% of Mute Times are lower and 10% are higher. |
| Participant Session | Offer Metrics | Offer (Count) | Count of all times the conversation was placed in queue for a human agent. |
| Participant Session | Offer Metrics | Requeue (Count) | Count to identify the number of times the conversation was requeued to an agent participant. |
| Participant Session | Offer Metrics | Requeue Time (Avg) | Average time spent requeuing (in seconds). |
| Participant Session | Offer Metrics | Requeue Time (Sum) | Total time spent requeuing (in seconds). |
| Participant Session | Outbound Metrics | Outbound (Count) | Total count of Outbound conversations. |
| Participant Session | Outbound Metrics | Outbound Time (Avg) | Outbound Time (Sum) / Outbound (Count) |
| Participant Session | Outbound Metrics | Outbound Time (Sum) | Total duration of the outbound call in seconds. |
| Participant Session | Outbound Metrics | Outbound Time (TP90) | Value for which 90% of Outbound Times are lower and 10% are higher. |
| Participant Session | Participant Measures | Distinct Participant (Count) | Total count of distinct participants across all conversations. |
| Participant Session | Participant Measures | Participant (Count) | Total number of all participants in the conversation. |
| Participant Session | Participant Session (Count) | Total number of all participant sessions in the conversation. | |
| Participant Session | Queue Metrics | Queue Time (Avg) | Queue Time (Sum) / Offer (Count) |
| Participant Session | Queue Metrics | Queue Time (Sum) | Total time in seconds that Conversation was in Queue waiting to be assigned to an Agent |
| Participant Session | Queue Metrics | Queue Time (TP90) | Value for which 90% of queue times are lower and 10% are higher |
| Participant Session | Response Metrics | Response Time (Avg) | Response Time (Sum) / Response Message (Count) |
| Participant Session | Response Metrics | Response Time (Sum) | Total time in seconds from Outbound Message and oldest 'unresponded' Inbound Message |
| Participant Session | Response Metrics | Response Time (TP90) | Value for which 90% of response times are lower and 10% are higher |
| Participant Session | Ring Call Metrics | Ring Time (Avg) | Ring Time (Sum) / Participant Sessions WHERE Ring Call = Yes |
| Participant Session | Ring Call Metrics | Ring Time (Sum) | Total duration in seconds from when call is removed from Queue and Assigned to an Agent and when the Agent accepts the call. |
| Participant Session | Ring Call Metrics | Ring Time (TP90) | Value for which 90% of Ring Times are lower and 10% are higher. |
| Participant Session | Talk Metrics | Talk Time (Avg) | Talk Time (Sum) / Sessions having talk_time at least once (Count). |
| Participant Session | Talk Metrics | Talk Time (Sum) | Total time in seconds the Human Agent actively worked on a voice conversation, excluding hold time and wrap-up time. |
| Participant Session | Talk Metrics | Talk Time (TP90) | Value for which 90% of Talk Times are lower and 10% are higher. |
| Participant Session | Transfer Metrics | Transfer (Count) | Total count of transfers across all conversations. |
| Participant Session | VA Metrics | VA Time (Avg) | VA Time (Sum) / VA Participant (Count) |
| Participant Session | VA Metrics | VA Time (Sum) | Total time in seconds that VA was managing Conversation. |
| Participant Session | VA Metrics | VA Time (TP90) | Value for which 90% of VA times are lower and 10% are higher. |
| Participant Session | Voice Recording Metrics | Recording Opt-In Rate (Pct) | Recording Opt-In Accepted / Recording Opt-In Offered |
| Participant Session | Voice Recording Metrics | Recording Opt-Out Rate (Pct) | Recording Opt-Out Accepted / Recording Opt-Out Offered |
| Participant Session | Wrap Up Metrics | Wrap Up Time (Avg) | Wrap Up Time (Sum) / Sessions with wrap up (Count) |
| Participant Session | Wrap Up Metrics | Wrap Up Time (Sum) | Total time in seconds that an agent participant was in wrap-up. |
| Participant Session | Wrap Up Metrics | Wrap Up Time (TP90) | Value for which 90% of Wrap Up Times are lower and 10% are higher. |
| Participant Session | Supervisor Join Metrics | Join Activity Time (Avg) | Join Activity Time(sum) / Supervisor Join Count (count) |
| Participant Session | Supervisor Join Metrics | Join Activity Time (Sum) | Total time in seconds for the Supervisor's Join Activity with the Handling Agent's conversation. |
| Participant Session | Supervisor Join Metrics | Supervisor Join (Count) | The number of times the Supervisor joined a Human Agent's conversation. |
| Participant Session | Supervisor Join Metrics | Supervisor Join Activity (Count) | The activity count of Supervisor joined a Human Agent's conversation. |
| Participant Session | Participant Session Details | Estimated Wait Time Proximity | The Proximity of the Estimated Wait Time relayed to the customer versus the Actual Wait Time of the customer before the agent joins the conversation |
| Participant Session | Participant Session Details | Promised (Count) | Count where an estimated wait time was promised to the customer. |
| Participant Session | Participant Session Details | Honoured (Count) | Total count of promised wait time to the customer that was honoured. |
| Participant Session | Participant Session Details | Promised Wait Time (Sum) | Total Estimated Wait time (in seconds) relayed to the customer. |
| Participant Session | Participant Session Details | Promised Wait Time (Avg) | Estimated Wait Time (Sum) / Session (Count) where an estimated wait time was promised to the customer. |
| Participant Session | Participant Session Details | Promised Wait Time Proximity (Sum) | The total proximity (in seconds) of the Estimated Wait Time relayed to the customer vs the Actual Wait Time, calculated as ((Answer Time - Promised Wait Time)/Promised Wait Time * 100). For abandoned conversations we measure this proximity of Promised Wait Time against Abandon Time. |
| Participant Session | Participant Session Details | Promised Wait Time Proximity (Avg) | Estimated Wait Time Proximity (Sum) / Session (Count) where an estimated wait time was promised to the customer. |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
| View | Group | Field Name | Description |
|---|---|---|---|
| Conversation Skill | Automated | Yes/No indicating if Outcome is FULFILLED or DECLINED or Automation Status is INQUIRYSUCCEEDED or DECLINED or TRANSACTIONSUCCEEDED | |
| Conversation Skill | Automation Status | A value indicating whether or not skill reached a point where it provided meaningful service to the customer, whether or not the customer completed the service flow or not. | |
| Conversation Skill | Automation Status Reason | The reason why the automation status is a failure, declined, or unsupported e.g. unhandled exception, internal error etc. | |
| Conversation Skill | Booking Product List | Delimited list of products contained in a booking ordered by the skill execution of those products. | |
| Conversation Skill | Executed Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date/Time when Skill started in UTC. |
| Conversation Skill | Intent | The intent associated with the Skill that was invoked by the VA. | |
| Conversation Skill | Intent Automated | Yes/No/Unknown indicating if intent is automated based on child Skill automation status. | |
| Conversation Skill | Intent Automation Status | The automation status of an intent based on the child Skill automation status. | |
| Conversation Skill | Intent Automation Status Reason | The reason why the Intent Automation status is a failure, declined, or unsupported e.g. unhandled exception, internal error etc. | |
| Conversation Skill | Intent Source | Value indicating whether intent was identified by VA Prompt Response, NLU, or Identified by Partner. | |
| Conversation Skill | Is Package | Yes/No value indicating whether the booking contains a package. A package contains two or more products. | |
| Conversation Skill | Name | The ame associated with the Skill that was invoked by the VA. | |
| Conversation Skill | Objective Created Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date/Time when Skill was created in UTC. |
| Conversation Skill | Order Line ID | The Order Line ID for product selected by the customer. | |
| Conversation Skill | Order Number | A unique number for the booking across Expedia Group. | |
| Conversation Skill | Outcome | The value indicating whether or not customer completed the service flow, existing from a terminal node in the Skill Task tree. | |
| Conversation Skill | POS Order Reference Number | The Order Number for a booking that is shared with the customer. | |
| Conversation Skill | Product | The name of the product selected by the customer. | |
| Conversation Skill | Skill Participant Type | Value indicating whether the type of participant that initiated the skill is a HumanVA, TravelerVA or SupplierVA. | |
| Conversation Skill | Task Execution Sequence | A delimited list of Skill Task Names in the order in which they were executed within the Skill. | |
| Conversation Skill | Skill (Count) | The number of times skill was invoked. (as a measure) | |
| Conversation Skill | Skill Resource Url | URL of the skill as registered in the Resource Manager. | |
| Conversation Skill | Parent Objective Id | Unique ID for the parent objective. | |
| Conversation Skill | Va Id | Unique identifier for the Virtual Agent. | |
| Conversation Skill | Is Root Va | Yes/No value indicating whether the skill uses the default VA. | |
| Conversation Skill | Sub Intent | The Sub Intent associated with the Skill that was invoked by the VA. |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
| View | Group | Field Name | Description |
|---|---|---|---|
| Conversation Skill Task | Automation Status | A value indicating whether or not skill reached a point where it provided meaningful service to the customer, whether or not the customer completed the service flow or not. | |
| Conversation Skill Task | Automation Status Reason | Reason for the Automation Status when Ineligible or Failure. | |
| Conversation Skill Task | Executed Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date/Time when Task was executed in UTC. |
| Conversation Skill Task | Task Name | Next Task Name | The name of the task executed immediately after the selected task name. |
| Conversation Skill Task | Task Name | Previous Task Name | The name of the task executed immediately before the selected task name. |
| Conversation Skill Task | Task Name | Task Name | The name of the task executed within the Skill by the VA. |
| Conversation Skill Task | Skill Task (Count) | The number of times the skill's task was executed. (as a measure) | |
| Conversation Skill Task | Haystack Trace Id | A unique overarching ID for the transaction that gets propagated to all downstream services. This is used to trace the path of a request. | |
| Conversation Skill Task | Haystack Message Id | A unique request id for each downstream service call. | |
| Conversation Skill Task | Task Type | Indicates the type of the task e.g. CONDITION, SWITCH, etc. |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
Survey dimensions
| View | Group | Field Name | Description |
|---|---|---|---|
| Conversation Survey | NPS Raw Score | Customer's answer for NPS question. Value range - 0 to 10. | |
| Conversation Survey | Delivery Type | Name of the delivery channel in which survey was sent to traveler (e.g. Chat, Email) | |
| Conversation Survey | Offered Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and Timestamp in UTC when survey was created. |
| Conversation Survey | Submitted Date | ate Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and Timestamp in UTC when survey was submitted. |
| Conversation Survey | Survey Submitted (Yes / No) | Yes/No value indicating whether a survey was submitted by the customer. |
Survey Measures
| View | Group | Field Name | Description |
|---|---|---|---|
| Conversation Survey | Detractor Score (Calc) | Percentage of surveys with detractors (raw score <7) | |
| Conversation Survey | NPS Score | Net Promoter Score = % of Promoters (raw score >8) minus the % of Detractors (raw score <7). Value range from -100 to 100 | |
| Conversation Survey | Promoter Score (Calc) | Percentage of surveys with promoters (raw score > 8) | |
| Conversation Survey | Survey Offered (Count) | Number of surveys offered to customers after the conversation. | |
| Conversation Survey | Survey Submitted (Count) | Number of offered surveys filled and submitted by customers. |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
Survey Answers dimensions
| View | Group | Field Name | Description |
|---|---|---|---|
| ConversationSurvey Answers | Answer | The customer’s answer to the survey question. | |
| ConversationSurvey Answers | Answered (Yes / No) | Yes/No value indicating whether the survey question was answered by the customer. | |
| ConversationSurvey Answers | Boolean Answer (Yes / No) | Yes/No - Answer submitted by customer for Boolean answer data types. | |
| ConversationSurvey Answers | Numeric Answer | Answer submitted by customer for Numeric answer data types. | |
| ConversationSurvey Answers | Question Category | Category of the question. e.g. sentiment or resolution |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
| View | Group | Field Name | Description |
|---|---|---|---|
| Service Request | Reporting Date | Date Filter to generate the point-in-time view of Service Request. | |
| Service Request | Agent | Assigned To | Agent logon name to whom Service Request was assigned. |
| Service Request | Agent | Assigned To Email | Agent logon email address that the Service Request was assigned. |
| Service Request | Agent | Created By | Agent logon name who created Service Request. |
| Service Request | Agent | Created By Email | Agent logon email address that created the Service Request. |
| Service Request | Agent | SR Agent Channel Type | Agent channel type where Service Request was created. |
| Service Request | Closed Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date when Service Request was closed. |
| Service Request | Conversation | Origin Conversation ID | Origin Conversation ID where Service Request was created. |
| Service Request | Conversation | SR Conversation ID | Offline conversation ID to track workflow of Service Request. |
| Service Request | Created Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) that Service Request was created. |
| Service Request | First Scheduled Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) that Service Request was scheduled for the first time. |
| Service Request | First Rescheduled Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) that Service Request was handled once and scheduled for another follow-up for the first time. |
| Service Request | Itinerary Number | Itinerary number associated to the customer's complaint/escalation. | |
| Service Request | Objective ID | Unique identifier for skill associated with origin conversation where Service Request was created. | |
| Service Request | Order Number | Unique number for the booking across Expedia Group. | |
| Service Request | Orphaned Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) that Service Request was left unhandled and marked 'Orphaned'. |
| Service Request | Partner ID | A unique identifier for partner across Expedia Group. | |
| Service Request | Queued Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) when Service Request was last in 'Queued' status. |
| Service Request | Schedule | Schedule Count | Number of times Service Request was 'Scheduled' and 'Rescheduled' in its lifecycle. |
| Service Request | Schedule | Schedule Time | Total time in seconds that a Service Request was in 'Scheduled' and 'Rescheduled' status. |
| Service Request | Scheduled Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) that Service Request was last in 'Scheduled' and 'Rescheduled' status. |
| Service Request | SR | Auto Closure (Yes / No) | Yes/No value indicating whether the Service Request was automatically closed. |
| Service Request | SR | Created Author Type | Type of author of who created the Service Request. e.g. Human Agent, Traveler, Supplier. |
| Service Request | SR | Currently Orphaned (Yes/No) | Yes/No value indicating if Service Request was in orphan status based on the latest update. Value gets updated when SR moves to 'Closed' or 'Rescheduled' statuses. |
| Service Request | SR | Is Orphan (Yes/No) | Yes/No value indicating if Service Request was in orphan status at a given point in time. Couple the field with Reporting Date to ensure the best results. |
| Service Request | SR | Open Time | Total time in milli seconds for the duration that Service Request was open. |
| Service Request | SR | Orphaned In Past (Yes/No) | Yes/No value indicating if Service Request was orphaned at least once in its life cycle. |
| Service Request | SR | Product | Name of product selected by the customer. |
| Service Request | SR | Recover Count | Number of times Service Request was orphaned in its lifecycle. |
| Service Request | SR | SR ID | Unique custom identifier generated with each Service Request created. |
| Service Request | SR | State | Describes if Service Request is in open or close state at a given point in time. Couple the field with Reporting Date to ensure the best results. |
| Service Request | SR | Status | The latest workflow status of Service Request at a given point in time. e.g Scheduled, Rescheduled etc. Couple the field with Reporting Date to ensure the best results. |
| Service Request | SR | Type | The type of Service Request. |
| Service Request | SR | Version | Describes version of Service Request as V1 or V2. |
| Service Request | Schedule | Schedule (Count) | Total number of times Service Request was in 'Scheduled' status. |
| Service Request | Service Request (Count) | Total number of Service Request count. | |
| Service Request | SR | Recover (Count) | Total number of times Service Request was in 'Orphaned' status in its lifecycle. |
| Service Request | SR | Auto Closure (Sum) | Total number of times Service Request was automatically closed. |
| Service Request | Updated Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) that the Service Request was updated. |
| Service Request | SR | Edited (Yes/No) | Yes/No value indicates if the Service Request was edited at least once in its lifecycle. |
| Service Request | SR | Edited Count | Number of times Service Request was edited. |
| Service Request | SR | Edited Count (Sum) | Total Number of times Service Request was edited. |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
| View | Group | Field Name | Description |
|---|---|---|---|
| Service Request Funnel | Input Status | Latest status of Service Request before it was in 'Queued' status. E.g scheduled, rescheduled, orphaned. | |
| Service Request Funnel | Offered Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) that the Service Request was in 'Queued' status. |
| Service Request Funnel | Output Status | Latest status of Service Request after it was assigned. E.g scheduled, rescheduled, orphaned. | |
| Service Request Funnel | Handled Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) that the Service Request was assigned to the agent. |
| Service Request Funnel | Handle (Count) | Total number of times Service Request wasassigned to an agent. | |
| Service Request Funnel | Offered (Count) | Total number of times Service Request was in 'Queued' status. |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
| View | Group | Field Name | Description |
|---|---|---|---|
| Service Request History | Conversation | Origin Conversation ID | Origin Conversation ID where Service Request was created. |
| Service Request History | Conversation | Service Request Conversation Id | Offline Conversation ID to track workflow of Service Request. |
| Service Request History | Schedule | Reschedule Frequency | Number of times Service Request was rescheduled in its lifecycle. |
| Service Request History | SR History | Author Name | Name of individual who updated the Service Request. |
| Service Request History | SR History | Author Type | Author type associated with individual updating Service Request. e.g Human Agent, Traveler, Supplier. |
| Service Request History | SR History | Is Orphan (Yes / No) | Yes/No value indicating if Service Request is in orphan status at a given point in time. |
| Service Request History | SR History | SR ID | Unique custom identifier generated when Service Request was created. |
| Service Request History | SR History | State | Describes point-in-time state of Service Request like open or close. |
| Service Request History | SR History | Status | The latest workflow status of Service Request at a given point in time. e.g Scheduled, Rescheduled etc. |
| Service Request History | Updated Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) that the Service Request was updated. |
| Service Request History | Service Request (Count) | Total number of Service Requests. |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
| View | Group | Field Name | Description |
|---|---|---|---|
| Service Request History Form Properties | Field Name | Name of the field on Service Request form. | |
| Service Request History Form Properties | Field Value | Value of the field in Service Request form. | |
| Service Request History Form Properties | Previous Value | Value of the field in Service Request form before it was edited. | |
| Service Request History Form Properties | Field Edit Count | Number of times a field on Service Request form was edited. | |
| Service Request History Form Properties | Field Edit Count (Sum) | Total number of times the field was edited. |
| View | Group | Field Name | Description |
|---|---|---|---|
| Conversation Survey | NPS Raw Score | Customer's answer for NPS question. Value range - 0 to 10. | |
| Conversation Survey | Offered Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and Timestamp in UTC when survey was created. |
| Conversation Survey | Submitted Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and Timestamp in UTC when survey was submitted. |
| Conversation Survey | Survey Submitted (Yes/No) | Yes/No value indicating whether a survey was submitted by the customer. | |
| Conversation Survey | Detractor Score (Calc) | Percentage of surveys with detractors (raw score <7) (as a measure) | |
| Conversation Survey | NPS Score | Net Promoter Score = % of Promoters (raw score >8) minus the % of Detractors (raw score <7). Value range from -100 to 100 (as a measure) | |
| Conversation Survey | Promoter Score (Calc) | Percentage of surveys with promoters (raw score > 8) (as a measure) | |
| Conversation Survey | Survey Offered (Count) | Number of surveys offered to customers after the conversation. (as a measure) | |
| Conversation Survey | Survey Submitted (Count) | Number of offered surveys filled and submitted by customers. (as a measure) |
| View | Group | Field Name | Description |
|---|---|---|---|
| Conversation Survey Answers | Answer | The customer’s answer to the survey question. | |
| Conversation Survey Answers | Answered (Yes/No) | Yes/No value indicating whether the survey question was answered by the customer. | |
| Conversation Survey Answers | Boolean Answer (Yes/No) | Yes/No - Answer submitted by customer for Boolean answer data types. | |
| Conversation Survey Answers | Numeric Answer | Answer submitted by customer for Numeric answer data types. | |
| Conversation Survey Answers | Category Question | Category of the question; e.g. sentiment or resolution. |
These fields are available in the Customer Experience Explore, where users can analyze customer interactions with virtual/human agents and metrics related to how conversations were handled.
| View | Group | Field Name | Description |
|---|---|---|---|
| Feedback | Direction | The sentiment of the submitted feedback. (e.g. positive, negative). | |
| Feedback | Entry Point | Entry Point App | The type of application used to initiate the Conversation (Web/App). |
| Feedback | Entry Point | Launch Point | The name of the element on the web page from where the Conversation was initiated. |
| Feedback | Entry Point | Page Name | The page name from where the conversation was initiated. |
| Feedback | Entry Point | Page Title | Value in the 'Title' field of the page from where the Conversation was initiated. |
| Feedback | Initiator Device Details | Browser | If available, name of the browser used to initiate the Conversation (e.g. Chrome, Firefox, Edge, Safari, etc.). |
| Feedback | Initiator Device Details | Device Category | If available, type of device used to initiate the Conversation (Desktop, Tablet, Mobile, Other). |
| Feedback | Initiator Device Details | Device OS | If available, operating system used to run the device that initiated the Conversation (e.g. iOS, Windows, Android, Mac OS, etc.). |
| Feedback | Message Text | The message on which feedback was requested. | |
| Feedback | Participant Details | Participant Type | Participant Type like human agent, VA, Customer etc. |
| Feedback | Sent Date | Date Day of WeekMillisecondMonth Month Name Quarter Quarter of Year Time Week Week of Year Year |
Date and time (in UTC) the feedback message was sent. |
| Feedback | Skill Details | Product | If available, The name of the product selected by the customer. |
| Feedback | Skill Details | Skill Name | If available, the name associated with the Skill that was invoked by the VA. |
| Feedback | Skill Details | Task Name | If available, The task name of the VA message. |
The following tables describe the Workforce Management (WFM) Data Dictionary fields related to agents, queues, queue groups, and forecasts. These are the primary entities used for WFM reporting and ad-hoc analysis. For more detailed explanation, see Core Conversation Metrics.
The fields in the table below are available in the Agent Historical and Realtime Explores and related reports.
| Field name | Schema attribute | View | Description |
|---|---|---|---|
| Percent Answered | answered_perc | Call Metrics | 100 * Handle Count (Sum) / Offer Count (Sum). |
| 30 Min Interval | 30MinInterval | Agent Level Metrics | The 30 minute interval of the conversation |
| Active Conversations | cnt_active_conversations | Queue-RT Assigned Conversations Current Agents |
Active Conversations This is the running duration of the time a conversation is handled by a Human Agent, computed as current time minuse agent Joined Time. |
| Active Conversation Duration | active_conversation_duration | Assigned Conversations | Running duration of the conversation since the agent joined/ running handle time |
| Additional Comments | free_text_ext | Interval | Additional comments |
| Agent Business Location Name | agent_business_location_name | Current Agents | The Agent's Business Location |
| Agent Count | state_count | Agent Current | Agent Count |
| Agent Current State | current_state | Agent Current | Current State of the Agent |
| Agent First Name | agnt_frst_name | Agent Details | Agent's first name |
| Agent Full Name | agent_full_name | Assigned Conversations Current Agents |
Agent's Last Name, First Name |
| Agent Last Name | agnt_last_name | Agent Details | Agent's last name |
| Agent Logon Name | agent_username | Agent Current | Agent username in VNext. |
| Agent Name | agnt_full_name | Agent Current | Agent's full name |
| Agent Queue Name | agent_queue_name | Call Level Metrics | The name of the queue in which conversation was routed for an agent |
| Agent State | state | Agent Activity Agent Details - Real Time |
The Agent state at a certain point in time appended with the focus type e.g. Available - Phone Only - ACTIVE, Unavailable - IDLE, ACW - ACTIVE, etc. |
| Assign Time (Avg) | assign_time_average | Interval | The average time from an agent starting a conversation to the close of the conversation. |
| Assign Time (Max) | assign_time_max | Interval | The max time from an agent starting a conversation to the close of the conversation. |
| Assign Time (Sum) | assign_time_sum | Interval | The total time from an agent starting a conversation to the close of the conversation. |
| Assigned | assigned_date | Interval Queue-RT |
Date and Time when Conversation was assigned to Agent. |
| Assigned Date | assign_date_utc | Interval | Date and Time in UTC format when Conversation was assigned to Agent. |
| Available Agents | available_agents | Wallboard Current Agents | Total number of logged-in Human Agents available to service a conversation as determined by their state |
| Available Time (Sum) | available_time_sum | Interval | Agent Time in Ready State with no Conversation assigned |
| Average ACW Time | average_acw_time | Call Level Metrics | Wrap Up Time (Sum) / Sessions with wrap up (Count). |
| Avg Abandon Time | average_abandon_time | Call Level Metrics | Abandon Time (Sum) / Abandoned Offered (Count) |
| Avg Handle Time | average_handle_time | Call Level Metrics | Handle Time (Sum) / Handled (Count) |
| Avg Speed of Answer | average_speed_answer | Call Level Metrics | Answer Time (Sum) / Handle (Count) |
| Business Location (Name) | business_location business_location_name |
Agent Activity Agent Current Agent Details Agent Details - Real Time |
The Agent's Business Location |
| Business Segment Name | businesssegmentname | Agent Details | The management unit name the Business Segment rolls up to |
| Child Forecast Group Name | child_forecast_group_name | Agent Details - Real Time Agent Forecast Realtime Forecast |
The Child Forecast Group Name. |
| Conversations Abandoned Today | conversationsabandonedtoday | Wallboard Participant Sessions | Conversations Abandoned Today |
| Conversation Assigned Time | assigned_time_utc | Agent Details Agent Details - Real Time |
Date and time (in UTC) that the conversation was assigned to a Human Agent |
| Conversations Handled Today | conversationshandledtoday | Wallboard Participant Sessions | Conversations Handled Today |
| Conversations Offered Today | conversationsofferedtoday | Wallboard Participant Sessions | Conversations Offered Today |
| Conversation Unassign Time | unassigned_time_utc:-NULL | Agent Details Agent Details - Real Time |
Latest Date and time (in UTC) that the participant left the conversation. Also known as Left Date/Time. |
| Current State With Focus | currentstatewith_focus | Current Agents | The current agent state appended with the focus type e.g. Available - Phone Only - ACTIVE, Unavailable - IDLE, ACW - ACTIVE, etc. |
| Duration | current_state_duration | Agent Current | Duration since last state change (Measured by hh:mm:ss) |
| Dynamic Interval | dynamic_interval | Agent Details | |
| Ended | ended_millisecond | Agent Details Agent Details - Real Time |
Date and time (in UTC) that the conversation ended |
| End Interval Date | end_interval_date | Staffed Time | The End Date/time (in UTC) of the interval |
| Evaluation Question | description_ext | Interval | Evaluation question |
| Evaluation Question Rating | displayText_ext | Interval | Evaluation question rating |
| First Name | first_name | Agent Current | The User's first name. |
| Forecast Productive Hours | forecast_productive_hours | Agent Details - Real Time Agent Forecast Realtime |
The forecasted productive hour for the Human Agent. |
| Full Name | full_name | Agent Details Agent Details - Real Time |
Agent's full name |
| Handle Count | conversations_handled | Agent Activity Agent Details Agent Level Metrics |
A count to identify the number of times the conversation was assigned to an agent participant |
| Handle Time | HandleTime | Agent Details Agent Level Metrics |
The total time, in seconds, that Agent worked on Conversation. |
| Hold Time | HoldTime | Agent Details Agent Level Metrics |
The total time in seconds that a participant is placed on hold. |
| Interval Complete | interval_complete_flag | Agent Details - Real Time Forecast |
True for intervals that have finished. Metrics won't change for the interval. |
| Initial Response Time (Avg) | response_time_average | Interval | Response Time (Sum) / Handle Count; Counted in the interval the conversation was unassigned/completed |
| Invited Date | invited_date | Agent Ring Calls Activity | Earliest Date and time (in UTC) that the participant either initiated or was invited to join the conversation |
| Interval Start Time | interval_start_time:today | Agent Details Agent Details - Real Time |
Start time of the interval being reported |
| Interval Time | interval_time | Agent Details Agent Details - Real Time Agent Forecast Realtime Call Level Metrics Forecast |
The starting time in UTC for this interval spanned by this session Interval Date and time (in UTC) the participant session is invited |
| Invited Time | invited_time | Agent Ring Calls Activity | Earliest Date and time (in UTC) that the participant either initiated or was invited to join the conversation |
| Is Current | is_current | Agent Forecast Realtime | Yes/No value indicating whether this is the current interval being reported. |
| Joined Date | joined | Agent Ring Calls Activity | Earliest Date and time (in UTC) that the participant joined the conversation. |
| Joined Time Time | joined_time_utc_time | Assigned Conversations | The date and time (in UTC) that the agent joined the conversation. |
| Last Name | last_name | Agent Current | The User's last name. |
| Latest Left | latest_left | Assigned Conversations | Latest Date and time (in UTC) that the participant left the conversation. |
| Latest Login Time | latest_login_time | Agent Current | Time of Last Agent Login |
| Logged In | login_time | Agent Current | Logged In Time |
| Logged On | logged_on | Current Agents | Number of Human Agents currently logged on. |
| Login Date | login_time | Agent Login/Logout | Date and time (in UTC) the Agent logged in on the platform. |
| Logout Date | started | Agent Login/Logout | Date and time (in UTC) the Agent logged out of the platform. |
| Managment Unit Code | managmentunitcode | Agent Details | Name of Business Segment as defined by Partner |
| Max Answer Time | max_delay | Call Level Metrics | Longest wait time for the specific interval |
| Max Score | max_score | Interval | Maximum Score |
| Occupancy | occupancy | Agent Current | Handle Time (Sum)/Productive Hrs (Sum). Percentage of Agent Productive time that an Agent had handled conversations. |
| Offer Count | offer_count | Call Level Metrics | Count to identify the number of times the conversation was queued to an agent participant |
| Outbound Dialed Number | outbound_dialed_number | Agent Details Agent Details - Real Time |
Toll free phone number (TFN) dialed by the agent. |
| Outbound DIC (Count) | outbound_dic_count_sum | Agent Details Agent Details - Real Time |
Count of Outbound calls made by the HumanAgent while actively on initial contact with a customer (During Initial Contact) |
| Outbound DIC Time (Avg) | outbound_dic_time_avg | Agent Details Agent Details - Real Time |
Average time spent on Outbound calls made by the HumanAgent while actively on initial contact with a customer (During Initial Contact) |
| Outbound PIC (Count) | outbound_pic_count_sum | Agent Details Agent Details - Real Time |
Count of Outbound calls that are related and linked to a previous conversation made by a Human Agent after initial contact with the customer (Post Initial Contact) |
| Outbound PIC Time (Avg) | outbound_pic_time_avg | Agent Details Agent Details - Real Time |
Average time spent on Outbound calls that are related and linked to a previous conversation made by a Human Agent after initial contact with the customer (Post Initial Contact) |
| Outbound Time | OutboundTime | Agent Level Metrics | The duration of the outbound call in seconds. |
| Outbound Unattached (Count) | outbound_unattached_count_sum | Agent Details Agent Details - Real Time |
Total time spent on Outbound calls made by the HumanAgent which is not linked to a previous or ongoing conversation i.e. cold calls, marketing calls, crisis, dilemma, etc. Also includes Voice Bridge Outbound calls that are related but not linked to a previous conversation |
| Partner Id | partner_id | Agent Ring Calls Activity | ID of Partner |
| Partner Name | partner_name | Agent Details | Name of Partner |
| Productive Hours (Avg) | productive_hour_average | Agent Current | Time spent by an Agent handling a Conversation or in Ready State with no Conversation assigned |
| Productive Hours (Sum) | productive_hour_sum | Agent Current Agent Details - Real Time Agent Forecast Realtime |
Time spent by an Agent handling a Conversation or in Ready State with no Conversation assigned |
| Ring No Answered | ring_no_answered | Call Level Metrics | The number of times a call was offered to an agent, ringing and was not answered. |
| Question Score | evaluation_percent | Interval | Question evaluation score (percentage) |
| Queue Time (Avg) | queue_time_average | Interval | Queue Time (Sum) / Handle Count; Counted in the interval the conversation was unassigned/completed |
| Queue Time (Sum) | queue_time_sum | Interval | Total time a customer waited in queue before being assigned to an agent. Counted in the interval the conversation was unassigned/completed. |
| Referenced Conversation Ids | referenced_conversation_ids | Agent Details Agent Details - Real Time |
The IDs of other Conversations from which either created or were created from this Conversation. |
| Ring Outcome | outcome | Agent Ring Calls Activity | Outcome after Ring Call has been assigned to an Agent: Accepted, Rejected, TimedOut. |
| Start Interval Date | startintervaldate | Staffed Time | The Start Date/time (in UTC) of the interval |
| Start Time | start_time start_time_group_date |
Agent Activity Interval |
The start date/time (in UTC) of the agent's activity or the agent's current state |
| State (Name) | detailed_current_state state_name |
Agent Details Agent Presence |
The Agent's presence state e.g. Break, Coaching, Ready, Not Ready etc. |
| State Reason Code | state_type | Agent Activity | The Agent state at a certain point in time e.g. Available - Phone Only, Unavailable, ACW, etc. |
| Supervisor | supervisor_username | Agent Activity | Agent's Supervisor username |
| Supervisor First Name | agnt_mgr_frst_name | Agent Activity | Supervisor's first name |
| Supervisor Last Name | agnt_mgr_last_name | Agent Activity | Supervisor's last name |
| Talking Agents | talking_agents | Wallboard Current Agents | A subset of the Unavailable Human Agents that are currently handling a call |
| Team Name | team_name | Agent Current | The Agent's Team Name |
| Text | text | Agent Activity | Body of message |
| Transfer Reason | transfer_reason | Agent Activity | The reason why the Human Agent initiated transfer to another Human Agent. |
| Transfer Type | transfer_type | Agent Activity | The type of transfer for this conversation i.e. Warm or Cold Transfer. In A Warm Transfer, a Human Agent transfers the conversation to another agent with a proper hand-off to provide context before leaving the conversation. In a Cold Transfer, a Human Agent transfers the conversation to another agent without waiting for the latter to join the conversation. |
| Unavailable Agents | unavailable_agents | Wallboard Current Agents | Total number of logged-in Human Agents that are unavailable to service a conversation as determined by their state |
| User Name | user | Interval | The User's logon name in the platform. |
| Vendor Location | agnt_vndr_loc_name | Agent Presence | Vendor Location |
| Vendor Name | agnt_vndr_name | Agent Presence | Vendor Name |
| Wrap Up Time | acwtimeaverage | Agent Level Metrics | The total time in seconds that the Agent was in wrap-up |
The fields in the table below are available in the Forecast Historical and Realtime Explores and related reports.
| Field name | Schema attribute | View | Description |
|---|---|---|---|
| After Hours (Sum) | after_hours | Forecast | The ime spent in hours by an agent handling a Conversation during an Interval with no Forecast. |
| After Hours | after_hours_flag | Forecast | Set to Y in the interval that has no Forecast (Yes / No). |
| Agent | agent | Forecast - Agent Detail | This is the agent username. |
| Billable Hours (Sum) | billable_hours_sum | Interval | Minimum of Productive hrs or Forecasted Hrs (PSP). If Interval is affected by 'Expedia owned' Outage, Billable Hrs defaults to Forecast. |
| Business Location | business_location_name | Interval | The user's business location |
| Calls per Non-overstated Productive Hour (Avg) | calls_per_non_overstated_productive_hour | Forecast - Agent Detail | The number of calls handled per non-overstated productive hour. |
| Calls per Productive Hour (Avg) | calls_per_productive_hour | Forecast - Agent Detail | The number of calls handled per productive hour. |
| Child Forecast Group Description | child_forecast_group_description | Child Forecast Group | The Child Forecast Group description. |
| Child Forecast Group Name | child_forecast_group_name_dim | Child Forecast Group | The Child Forecast Group Name. |
| Conversations Handled | conversations_handled | Interval Forecast |
Conversations Handled By a Human Agent |
| Current Interval | current_interval_flag | Forecast | True for intervals that are occurring right now. Metrics will change as new data are collected. |
| Forecast Conversations Offered (Sum) | volume | Interval | The expected volume of Conversations offered. |
| Forecast Group | forecast_group | Forecast Group | The name of forecast group used to predict conversation volume. |
| Forecast Handle Time (Avg) | fcst_aht_calc | Interval | The Forecast Average Handle time. |
| Forecast Productive Hour (Sum) | forecast_productive_hour | Forecast | The Forecast number of productive hours. |
| Handle Count (Sum) | handle_count_sum | Forecast - Agent Detail | The total number of conversations handled. |
| Handle Time (Avg) | handle_time_average | Forecast - Agent Detail | The average handle time per conversation handled. |
| Handle Time (Avg) Variance | aht_var | Interval | [Handle Time (Avg) - Forecast Handle Time (Avg)]/Forecast Handle Time (Avg) |
| Interval | interval | Interval | The date/time in UTC for this interval spanned by this session. |
| Interval Complete | interval_complete_flag | Forecast | True for intervals that have finished. Metrics won't change for the interval. |
| Interval Compliance Indicator | interval_compliance_indicator_display | Forecast | If the interval has Staffing Attainment greater than 95% (Yes / No) |
| Interval Compliance (Pct) | nonoverstatedintervalcompliancepct interval_compliance_pct |
Forecast Interval |
Number of Intervals with Interval Compliance Indicator 'Yes' / Number of Intervals Complete |
| Interval Date | interval_date | Forecast Forecast - Agent Detail |
The date/time in UTC for this interval spanned by this session. |
| Interval Frequency | interval_type | Interval | The interval Frequency Indicator (Interval, Daily, Monthly). |
| Interval Grain | interval_grain | Forecast - Agent Detail | The interval grain size. |
| Intervals Completed (Count) | intervals_completed | Interval | The number of intervals finished. |
| Intervals Met (Count) | intervals_met | Interval | The number of Intervals with Interval Compliance Indicator 'Yes'. |
| Intervals Missed (Count) | intervals_missed | Interval | The number of intervals with Interval Compliance Indicator 'No'. |
| Long Duration Active | long_duration_active | Forecast Hist | Total number of long duration conversations |
| Long Duration Idle | long_duration_idle | Forecast Hist | Overstated Productive Hours idle on a productive state |
| Management Unit Name | mgmtunitname | Forecast | The management unit name the Business Segment rolls up to. |
| Outage Indicator | outage_indicator | Forecast Hist | True if this interval was affected by an Expedia outage reported in ServiceNow. |
| Outbound DIC (Count) | outbounddiccount_sum | Forecast Forecast - Agent Detail Forecast - Agent Detail Forecast Hist |
Count of Outbound calls made by the HumanAgent while actively on initial contact with a customer (During Initial Contact) |
| Outbound DIC Time (Avg) | outbounddictime_avg | Forecast Forecast - Agent Detail Forecast Hist |
Average time spent on Outbound call made by the HumanAgent while actively on initial contact with a customer (During Initial Contact) |
| Outbound DIC Time (Sum) | outbounddictime_sum | Forecast Forecast - Agent Detail |
Total time spent on Outbound calls made by the HumanAgent while actively on initial contact with a customer (During Initial Contact) |
| Outbound PIC (Count) | outboundpiccount_sum | Forecast Forecast - Agent Detail Forecast Hist |
Count of Outbound calls that are related and linked to a previous conversation made by a Human Agent after initial contact with the customer (Post Initial Contact) |
| Outbound PIC Time (Avg) | outboundpictime_avg | Forecast Forecast - Agent Detail Forecast Hist |
Average time spent on Outbound calls that are related and linked to a previous conversation made by a Human Agent after initial contact with the customer (Post Initial Contact |
| Outbound PIC Time (Sum) | outboundpictime_sum | Forecast Forecast - Agent Detail |
Total time spent on Outbound calls that are related and linked to a previous conversation made by a Human Agent after initial contact with the customer (Post Initial Contact) |
| Outbound Unattached (Count) | outboundunattachedcount_sum | Forecast Forecast - Agent Detail Forecast Hist |
Total time spent on Outbound calls made by the HumanAgent which is not linked to a previous or ongoing conversation i.e. cold calls, marketing calls, crisis, dilemma, etc. Also includes Voice Bridge Outbound calls that are related but not linked to a previous conversation |
| Outbound Unattached Time (Avg) | outboundunattachedtime_avg | Forecast Forecast - Agent Detail |
Avg time spent on Outbound calls made by the HumanAgent which is not linked to a previous or ongoing conversation i.e. cold calls, marketing calls, crisis, dilemma, etc. Also includes Voice Bridge Outbound calls that are related but not linked to a previous conversation |
| Outbound Unattached Time (Sum) | outboundunattachedtime_sum | Forecast Forecast - Agent Detail |
Total time spent on an Outbound calls made by the HumanAgent which is not linked to a previous or ongoing conversation i.e. cold calls, marketing calls, crisis, dilemma, etc. Also includes Voice Bridge Outbound calls that are related but not linked to a previous conversation |
| Interval Type | interval_type | Forecast Hist Interval |
Interval Frequency i.e. 30 Min, Daily, Monthly |
| Productive Hours (Sum) | productive_hour_sum | Forecast Forecast - Agent Detail |
The total actual productive hours. |
| Productive Idle Hour (Sum) | productive_idle_hour_sum | Forecast - Agent Detail | The actual productive hours while not handling calls. |
| Productive Inbound Hour (Sum) | productive_inbound_hour_sum | Forecast - Agent Detail | The actual productive hours on inbound calls, including Attached During Initial Contact outbound, which is an outbound call made by an Agent while servicing an inbound call. |
| Productive Long Duration Active Hour (Sum) | productive_long_duration_active_hour_sum | Forecast - Agent Detail | The productive time spent on conversations running for more than 2 hours. |
| Productive Long Duration Idle Hour (Sum) | productive_long_duration_idle_hour_sum | Forecast - Agent Detail | The productive time spent idle for more than 30 minutes. |
| Productive Non-Overstated Productive Hour (Sum) | productive_non_overstated_prod_hour_sum | Forecast - Agent Detail | The productive time on conversations running for less than 2 hours. |
| Productive Outbound Hour (Sum) | productive_outbound_hour_sum | Forecast - Agent Detail | The actual productive hours on purely outbound calls. This includes Unattached Outbound Call and Attached Post Initial Contact outbound call. Attached During Initial Contact, which is an outbound call made by an Agent while servicing an inbound call is not included here as this is already allocated on Productive Inbound Hour. |
| Queue Group | queue_group | Forecast - Agent Detail | Queue group |
| Ready Agents (Sum) | ready_agents | Forecast-RT | The distinct count of agents in ready state for this interval. |
| Staffing Attainment (Pct) | staff_attainment_pct | Forecast | Productive Hrs/Forecasted Hrs (PSP). A measure of how well call centers staffed to Forecast |
| Supervisor | supervisor | Forecast - Agent Detail | Supervisor |
| User Name | username | Staffed Time | The Human Agent's username on the system |
| Vendor Name | vendor_name | Forecast | Vendor name that Agent belongs to |
| Voice Handle Count (Sum) | voice_handle_count | Forecast - Agent Detail | The total number of voice conversations handled minus voyager_next chat |
The fields in the table below are available in the Queue and Queue Group Explores and related reports.
| Field name | Schema attribute | View | Description |
|---|---|---|---|
| Abandon Count (Sum) | abandon_count | Queue-RT | A count to identify the number of times the session was abandoned before assigning to an agent participant. |
| Agent Current Rt Productive Hours (Sum) | productivehourssum | Queue Group Realtime | Time spent by an Agent handling a Conversation or in Ready State with no Conversation assigned |
| Agent Count | agent_count | Interval | The number of agents potentially available during this interval |
| Agent Manager | agent_manager | Queue-RT | The agent manager's full name |
| Agent Queue Name | agentqueuename | Queue Mapping | The name of the queue in which conversation was routed for an agent |
| ASA Today | ASA | Queue-RT | The Average Speed of Answer. |
| ASA In +90 seconds | ASA | Queue-RT | The Speed of Answer count over 90 seconds |
| ASA In 60-90 seconds | ASA | Queue-RT | The Speed of Answer count between 60 and 90 seconds |
| ASA In 30-60 seconds | ASA | Queue-RT | The Speed of Answer count between 30 and 60 seconds |
| ASA Within 30 seconds | ASA | Queue-RT | The Speed of Answer count under 30 seconds |
| ASA outside SLA (Pct) | asa_outside_sla_pct | Queue Realtime Chat | Percentage of answered calls after 30 seconds |
| Assigned Date | assign_date_utc | Interval | The earliest date and time (in UTC) that the participant joined the conversation. |
| Available Time | available_time | Queue Group Summary | Time in seconds the Agent is in Ready State to handle a conversation. |
| Avg Assign Time Today | ATA | Queue-RT | The average Assigned Time Today |
| Avg Response Time Today | ATR | Queue-RT | The average Response Time Today; only applicable for chat. |
| Business Location Name | business_location_name | Interval | The user's business location. |
| Calls on Hold | CallsOnHold | Agent Level Metrics | The total count of conversations put on hold by an Agent |
| Closed Date | closed_date_date | Queue-RT | The latest date and time (in UTC) that the participant left the conversation. |
| Consults | Consults | Agent Level Metrics | The total count of conversations where an Agent was consulted to service a conversation |
| Conversations Abandoned Half | conversationsabandonedhalf | Queue Realtime Chat Queue Realtime Voice |
Conversations Abandoned in current half hour interval |
| Converations Abandoned Half (Pct) | abandonedratehalf | Queue Realtime Chat Queue Realtime Voice |
Conversations Abandoned in current half hour interval / Conversations Offered in current half hour interval |
| Conversations Abandoned Today | conversationsabandonedtoday | Queue Realtime Chat Queue Realtime Voice |
Conversations Abandoned Today |
| Converations Abandoned Today (Pct) | abandonedratetoday | Queue Realtime Chat Queue Realtime Voice |
Conversations Abandoned today / Conversations Offered today |
| Conversations Handled Half | conversationshandledhalf | Queue Realtime Chat Queue Realtime Voice |
Conversations Handled in current half hour interval |
| Conversations Handled Today | conversationshandledtoday | Queue Realtime Chat Queue Realtime Voice |
Conversations Handled Today |
| Conversation ID | conversation_id | Queue-RT | The unique ID for the Conversation generated by the platform. |
| Conversations Offered Half | conversationsofferedhalf | Queue Realtime Chat Queue Realtime Voice |
Conversations Offered in current half hour interval (excluding conversations in queue) |
| Conversations Offered Today | conversationsofferedtoday | Queue Realtime Chat Queue Realtime Voice |
Conversations Offered today (excluding conversations in queue) |
| Conversations Timedout | conversations_timedout | Queue Realtime Voice Ring No Answer | Conversations Timed Out |
| Conversation Type | conversation_type | Queue-RT | The channel type (eg. Chat, Voice, etc.) |
| Conversations In Queue | CIQ | Queue-RT | Number of conversations in Queue for the current day. |
| Conversations Ring No Answer | conversationsringno_answer | Queue Realtime Voice Queue Realtime Voice Ring No Answer |
Conversations placed back in queue after ringing for an Agent |
| Conversations Rejected | conversations_rejected | Queue Realtime Voice Ring No Answer | Conversations Rejected |
| Current Date | currdaytime | Queue Realtime Chat Queue Realtime Voice |
The curent date/time in UTC |
| Duration | duration | Queue Group Summary | Duration since last state change (Measured by hh:mm:ss) |
| Dynamic Interval | dynamic_interval | Queue Summary | |
| First Outbound Time | firstoutbounddate | Queue-RT | The time of first outbound message; only applicable for chat |
| Handle Count (Sum) (aka Handled Conversations) | handle_count handle_count_sum |
Interval Queue Group Rt Handled Today |
A count to identify the number of times the session was assigned to an agent participant. |
| Handle Time | handle_time | Queue Summary Queue Group Summary |
The total time, in seconds, that Agent worked on Conversation. |
| Handle Time (Avg) | handle_time_avg | Agent Current | The time that a conversation was in Focus, counted in the Interval the Conversation was unassigned] / Conversations Handled (Count) |
| Handle Time (Sum) | interval_handle_time_sum | Agent Current | The ime that a Conversation was in Focus. For conversations spanning multiple intervals, handle time is distributed across intervals |
| Interval Grain | interval_start_time | Queue Group Summary | The grain of the interval i.e. 30min Interval, Daily, Weekly, Monthly |
| Interval Date | interval_start_time | Queue Group Summary | The date/time in UTC for this interval spanned by this session |
| Invited Date | invited_minute30_time | Queue Realtime Chat Queue Realtime Voice |
The date and time when the conversation was routed to an agent. Agent Invite Time in 30 minute intervals. |
| Interval Started | interval_started | Queue Group Rt Handled Today | Start time (in UTC) of the interval being reported |
| Is Agent current ready state | current_ready_state | Agent Current | Agent is in Ready State |
| Logged-In Agents (Sum) | logged_in_agents | Interval | The distinct count of agents logged-in for this interval. |
| Longest in Queue | LIQ | Queue-RT | The longest in queue for the current day. |
| Longest in Queue TP90 | LIQ_TP90 | Queue-RT | The longest in queue for current day (TP90). |
| Outbound Calls | OutboundCalls | Agent Level Metrics | The total count of outbound calls made by an Agent |
| Productive Agents (Sum) | productive_agents | Interval | The number of agents handling a conversation or in Ready State with no conversation assigned. |
| Productive Hours (Sum) | productivehourssum | Queue Group Realtime | Time spent by an Agent handling a Conversation or in Ready State with no Conversation assigned |
| Queue Group Name | queue_group_name | Queue-RT | The Queue Group Name. |
| Queue Group Realtime Is Current (Yes / No) | is_current:Yes | Queue Group Realtime | Yes/No value indicating whether this is the current interval being reported. |
| Queue Name | queue_name | Queue-RT | The name of the queue in which conversation was routed for an agent |
| Ring No Answered (Sum) | ringnoanswered | Queue Realtime Voice Ring No Answer | A count to identify the number of times the session got TimedOut or Rejected before assigning to an agent participant. |
| Ring Time | ring_time | Queue Group Summary | Duration in seconds from when call is removed from Queue and Assigned to an Agent and when the Agent accepts the call. |
| RM ID of Brand Partner | brand_trusting_partner_id | Interval | The unique ID for the partner. |
| Routed Date | routed_date | Queue-RT | The date and time when the conversation was routed to an agent. |
| Service Level Within 60 Seconds | asa_within_sla_pct | Queue Realtime Voice | Percentage of calls answered within 60 seconds |
| Staffed Time | staffed_time | Queue Group Summary | Time in seconds the Agent is staffed to service a conversation, including both time spent in Available and Unavailable states. |
| Team Name | team_name | Queue Group Summary | The Agent's Team Name |
| Task ID | task_id | Queue-RT | The task I.D |
| Transfers | Transfers | Agent Level Metrics | The total count of conversations transferred to an Agent |
| Unavailable Time | unavailable_time unavailable_time (Sum) |
Queue Summary Queue Group Summary |
Time in seconds the Agent is on an Unavailable state to handle a conversation. |
| Wrap Up Time | wrap_up_time | Queue Group Summary | Total time in seconds that the Agent is in wrap-up. |
| Wrap Up Time (Avg) | acw_time_average | Queue Summary Queue Group Summary |
Wrap Up Time (Sum) / Sessions with wrap up (Count) |