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Service Case

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Service Case Domain events represen updates on a service case and is the primary entity used for reporting in EGDL. The following tables includes fields and their definitions for Service Case.

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Service Case Reporting

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Service Case data is segregated into following views in the Service Case explore in looker.

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Case

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Details related to a Case

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Dimensions

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ViewGroupField nameDescription
CaseBusiness SegmentCidClient ID, which is how Interactive Affiliate Network affiliates are tracked.
CaseBusiness SegmentCompany CodeExpedia financial triple for this point of sale
CaseBusiness SegmentEapidExpedia Affiliated Partner ID- Sites with EAPID 0 are root points of sale, and sites with non-zero EAPIDs are child points of sale.
CaseBusiness SegmentIdThe business_segment's unique id (guid)
CaseBusiness SegmentJurisdictionThe ID code that represents the case location
CaseBusiness SegmentManagement UnitThe management area that the business case rolls up to
CaseBusiness SegmentNameName of the business segment (E.g. Expedia United States)
CaseBusiness SegmentSite IdRepresents a point of sale. Each side ID corresponds to one or more TPID/EAPID pairs.
CaseBusiness SegmentTpidTravel Product ID- An ID that defines a root point of sale TPID to SiteID List
CaseIdUnique Id of the Case
CaseIs ClosedTrue if the case is now closed.
CaseLanguageThe RFC 5646/ISO639 language code (eg. en-US) used (e.g. en) in freeform text fields and for communication with the customer.
CasePartnerIdThe partner's unique id (guid)
CasePartnerNameName of the partner (E.g. Expedia United States)
CasePartnerTypeThe type of partner
CaseRequested By AgentBusiness Location NameName of the contact center location hosting the agent
CaseRequested By AgentDisplay NameName of the agent
CaseRequested By AgentEmail AddressAgent's email address
CaseRequested By AgentIdAgent ID
CaseRequested By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
CaseRequested By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
CaseRequested By TravelerIdThe legacy ID used to identify the brand user.
CaseRequested By TravelerStatusThe current state of the case.
CaseRequested By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
CaseTypeIdA UUID generated by case facade on registration.
CaseTypeNameA referenceable & distinct name for the case type (alt id).
CaseTypeProvider IdThe ID of the case provider entity servicing this case type.
CaseTypeProvider NameThe name of the case provider
CaseTypeTitleA title for this case type (used as console/reporting label).
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Lifecycle

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A summary of the lifecycle of this case, for example who/when it was created/last closed/last reopened.It does not contain a list of all changes.

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Dimensions

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ViewGroupField NameDescription
LifecycleLifecycle ClosedCountHow many times has the case gone into this status
LifecycleLifecycle ClosedDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Closed First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Closed First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Closed First By AgentDisplay NameName of the agent
LifecycleLifecycle Closed First By AgentEmail AddressAgent's email address
LifecycleLifecycle Closed First By AgentIdAgent ID
LifecycleLifecycle Closed First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Closed First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Closed First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Closed First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Closed Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Closed Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Closed Last By AgentDisplay NameName of the agent
LifecycleLifecycle Closed Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Closed Last By AgentIdAgent ID
LifecycleLifecycle Closed Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Closed Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Closed Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Closed Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Closed Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Closed Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Closed Second By AgentDisplay NameName of the agent
LifecycleLifecycle Closed Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Closed Second By AgentIdAgent ID
LifecycleLifecycle Closed Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Closed Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Closed Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Closed Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Created AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Created By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Created By AgentDisplay NameName of the agent
LifecycleLifecycle Created By AgentEmail AddressAgent's email address
LifecycleLifecycle Created By AgentIdAgent ID
LifecycleLifecycle Created By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Created By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Created By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Created By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle OpenedCountHow many times has the case gone into this status
LifecycleLifecycle OpenedDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Opened First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Opened First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Opened First By AgentDisplay NameName of the agent
LifecycleLifecycle Opened First By AgentEmail AddressAgent's email address
LifecycleLifecycle Opened First By AgentIdAgent ID
LifecycleLifecycle Opened First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Opened First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Opened First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Opened First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Opened Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Opened Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Opened Last By AgentDisplay NameName of the agent
LifecycleLifecycle Opened Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Opened Last By AgentIdAgent ID
LifecycleLifecycle Opened Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Opened Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Opened Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Opened Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Opened Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Opened Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Opened Second By AgentDisplay NameName of the agent
LifecycleLifecycle Opened Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Opened Second By AgentIdAgent ID
LifecycleLifecycle Opened Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Opened Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Opened Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Opened Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status ClosedCountHow many times has the case gone into this status
LifecycleLifecycle Status ClosedDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Closed Duplicate CaseCountHow many times has the case gone into this status
LifecycleLifecycle Status Closed Duplicate CaseDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Closed Duplicate Case First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Duplicate Case First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Duplicate Case First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Duplicate Case First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Duplicate Case First By AgentIdAgent ID
LifecycleLifecycle Status Closed Duplicate Case First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Duplicate Case First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Duplicate Case First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Duplicate Case First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed Duplicate Case Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Duplicate Case Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Duplicate Case Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Duplicate Case Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Duplicate Case Last By AgentIdAgent ID
LifecycleLifecycle Status Closed Duplicate Case Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Duplicate Case Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Duplicate Case Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Duplicate Case Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed Duplicate Case Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Duplicate Case Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Duplicate Case Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Duplicate Case Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Duplicate Case Second By AgentIdAgent ID
LifecycleLifecycle Status Closed Duplicate Case Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Duplicate Case Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Duplicate Case Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Duplicate Case Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed First By AgentIdAgent ID
LifecycleLifecycle Status Closed First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Last By AgentIdAgent ID
LifecycleLifecycle Status Closed Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed ReplyCountHow many times has the case gone into this status
LifecycleLifecycle Status Closed ReplyDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Closed Reply First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Reply First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Reply First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Reply First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Reply First By AgentIdAgent ID
LifecycleLifecycle Status Closed Reply First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Reply First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Reply First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Reply First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed Reply Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Reply Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Reply Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Reply Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Reply Last By AgentIdAgent ID
LifecycleLifecycle Status Closed Reply Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Reply Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Reply Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Reply Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed Reply Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Reply Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Reply Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Reply Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Reply Second By AgentIdAgent ID
LifecycleLifecycle Status Closed Reply Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Reply Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Reply Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Reply Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Second By AgentIdAgent ID
LifecycleLifecycle Status Closed Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed SpamCountHow many times has the case gone into this status
LifecycleLifecycle Status Closed SpamDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Closed Spam First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Spam First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Spam First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Spam First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Spam First By AgentIdAgent ID
LifecycleLifecycle Status Closed Spam First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Spam First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Spam First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Spam First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed Spam Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Spam Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Spam Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Spam Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Spam Last By AgentIdAgent ID
LifecycleLifecycle Status Closed Spam Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Spam Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Spam Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Spam Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Closed Spam Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Closed Spam Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Closed Spam Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Closed Spam Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Closed Spam Second By AgentIdAgent ID
LifecycleLifecycle Status Closed Spam Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Closed Spam Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Closed Spam Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Closed Spam Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Information ReceivedCountHow many times has the case gone into this status
LifecycleLifecycle Status Information ReceivedDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Information Received First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Information Received First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Information Received First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Information Received First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Information Received First By AgentIdAgent ID
LifecycleLifecycle Status Information Received First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Information Received First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Information Received First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Information Received First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Information Received Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Information Received Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Information Received Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Information Received Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Information Received Last By AgentIdAgent ID
LifecycleLifecycle Status Information Received Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Information Received Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Information Received Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Information Received Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Information Received Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Information Received Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Information Received Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Information Received Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Information Received Second By AgentIdAgent ID
LifecycleLifecycle Status Information Received Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Information Received Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Information Received Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Information Received Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status NewCountHow many times has the case gone into this status
LifecycleLifecycle Status NewDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status New First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status New First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status New First By AgentDisplay NameName of the agent
LifecycleLifecycle Status New First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status New First By AgentIdAgent ID
LifecycleLifecycle Status New First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status New First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status New First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status New First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status New Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status New Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status New Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status New Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status New Last By AgentIdAgent ID
LifecycleLifecycle Status New Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status New Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status New Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status New Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status New Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status New Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status New Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status New Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status New Second By AgentIdAgent ID
LifecycleLifecycle Status New Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status New Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status New Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status New Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status OnholdCountHow many times has the case gone into this status
LifecycleLifecycle Status OnholdDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Onhold First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Onhold First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Onhold First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Onhold First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Onhold First By AgentIdAgent ID
LifecycleLifecycle Status Onhold First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Onhold First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Onhold First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Onhold First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Onhold Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Onhold Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Onhold Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Onhold Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Onhold Last By AgentIdAgent ID
LifecycleLifecycle Status Onhold Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Onhold Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Onhold Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Onhold Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Onhold Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Onhold Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Onhold Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Onhold Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Onhold Second By AgentIdAgent ID
LifecycleLifecycle Status Onhold Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Onhold Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Onhold Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Onhold Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending CallbackCountHow many times has the case gone into this status
LifecycleLifecycle Status Pending CallbackDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Pending Callback First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Callback First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Callback First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Callback First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Callback First By AgentIdAgent ID
LifecycleLifecycle Status Pending Callback First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Callback First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Callback First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Callback First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending Callback Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Callback Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Callback Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Callback Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Callback Last By AgentIdAgent ID
LifecycleLifecycle Status Pending Callback Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Callback Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Callback Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Callback Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending Callback Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Callback Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Callback Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Callback Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Callback Second By AgentIdAgent ID
LifecycleLifecycle Status Pending Callback Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Callback Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Callback Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Callback Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending InternalCountHow many times has the case gone into this status
LifecycleLifecycle Status Pending InternalDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Pending Internal First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Internal First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Internal First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Internal First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Internal First By AgentIdAgent ID
LifecycleLifecycle Status Pending Internal First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Internal First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Internal First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Internal First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending Internal Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Internal Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Internal Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Internal Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Internal Last By AgentIdAgent ID
LifecycleLifecycle Status Pending Internal Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Internal Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Internal Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Internal Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending Internal Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Internal Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Internal Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Internal Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Internal Second By AgentIdAgent ID
LifecycleLifecycle Status Pending Internal Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Internal Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Internal Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Internal Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending SupplierCountHow many times has the case gone into this status
LifecycleLifecycle Status Pending SupplierDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Pending Supplier First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Supplier First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Supplier First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Supplier First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Supplier First By AgentIdAgent ID
LifecycleLifecycle Status Pending Supplier First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Supplier First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Supplier First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Supplier First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending Supplier Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Supplier Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Supplier Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Supplier Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Supplier Last By AgentIdAgent ID
LifecycleLifecycle Status Pending Supplier Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Supplier Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Supplier Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Supplier Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending Supplier Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Supplier Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Supplier Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Supplier Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Supplier Second By AgentIdAgent ID
LifecycleLifecycle Status Pending Supplier Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Supplier Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Supplier Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Supplier Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending TravelerCountHow many times has the case gone into this status
LifecycleLifecycle Status Pending TravelerDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Pending Traveler First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Traveler First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Traveler First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Traveler First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Traveler First By AgentIdAgent ID
LifecycleLifecycle Status Pending Traveler First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Traveler First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Traveler First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Traveler First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending Traveler Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Traveler Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Traveler Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Traveler Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Traveler Last By AgentIdAgent ID
LifecycleLifecycle Status Pending Traveler Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Traveler Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Traveler Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Traveler Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Pending Traveler Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Pending Traveler Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Pending Traveler Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Pending Traveler Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Pending Traveler Second By AgentIdAgent ID
LifecycleLifecycle Status Pending Traveler Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Pending Traveler Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Pending Traveler Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Pending Traveler Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Reply Customer EmailCountHow many times has the case gone into this status
LifecycleLifecycle Status Reply Customer EmailDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Reply Customer Email First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Reply Customer Email First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Reply Customer Email First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Reply Customer Email First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Reply Customer Email First By AgentIdAgent ID
LifecycleLifecycle Status Reply Customer Email First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Reply Customer Email First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Reply Customer Email First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Reply Customer Email First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Reply Customer Email Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Reply Customer Email Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Reply Customer Email Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Reply Customer Email Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Reply Customer Email Last By AgentIdAgent ID
LifecycleLifecycle Status Reply Customer Email Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Reply Customer Email Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Reply Customer Email Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Reply Customer Email Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Reply Customer Email Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Reply Customer Email Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Reply Customer Email Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Reply Customer Email Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Reply Customer Email Second By AgentIdAgent ID
LifecycleLifecycle Status Reply Customer Email Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Reply Customer Email Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Reply Customer Email Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Reply Customer Email Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status ReviewCountHow many times has the case gone into this status
LifecycleLifecycle Status ReviewDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Review First AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Review First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Review First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Review First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Review First By AgentIdAgent ID
LifecycleLifecycle Status Review First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Review First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Review First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Review First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Review Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Review Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Review Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Review Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Review Last By AgentIdAgent ID
LifecycleLifecycle Status Review Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Review Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Review Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Review Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Review Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Review Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Review Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Review Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Review Second By AgentIdAgent ID
LifecycleLifecycle Status Review Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Review Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Review Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Review Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Updated AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Updated By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Updated By AgentDisplay NameName of the agent
LifecycleLifecycle Status Updated By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Updated By AgentIdAgent ID
LifecycleLifecycle Status Updated By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Updated By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Updated By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Updated By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status WorkingCountHow many times has the case gone into this status
LifecycleLifecycle Status WorkingDurationHow long (in seconds) has the case been in this state
LifecycleLifecycle Status Working First By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Working First By AgentDisplay NameName of the agent
LifecycleLifecycle Status Working First By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Working First By AgentIdAgent ID
LifecycleLifecycle Status Working First By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Working First By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Working First By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Working First By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Working Last AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Working Last By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Working Last By AgentDisplay NameName of the agent
LifecycleLifecycle Status Working Last By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Working Last By AgentIdAgent ID
LifecycleLifecycle Status Working Last By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Working Last By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Working Last By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Working Last By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Status Working Second AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Status Working Second By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Status Working Second By AgentDisplay NameName of the agent
LifecycleLifecycle Status Working Second By AgentEmail AddressAgent's email address
LifecycleLifecycle Status Working Second By AgentIdAgent ID
LifecycleLifecycle Status Working Second By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Status Working Second By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Status Working Second By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Status Working Second By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleLifecycle Updated AtDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Epoch millis timestamp when the case was occurred.
LifecycleLifecycle Updated By AgentBusiness Location NameName of the contact center location hosting the agent
LifecycleLifecycle Updated By AgentDisplay NameName of the agent
LifecycleLifecycle Updated By AgentEmail AddressAgent's email address
LifecycleLifecycle Updated By AgentIdAgent ID
LifecycleLifecycle Updated By AgentProficiencyE.g. Global FR SVC, GLB EN Amadeus Level Skill
LifecycleLifecycle Updated By AgentRoleThe agent's role (e.g. Supervisor, Tier 1 Agent)
LifecycleLifecycle Updated By TravelerIdThe legacy ID used to identify the brand user.
LifecycleLifecycle Updated By TravelerTypeOne of the following values: BEXEXPUSERID, HCOMDOSSIERID, VRBO_CUSTOMERID
LifecycleOpen DurationDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Number of seconds the case took to resolve. NULL if the case is open, or has been reopened
\n

Measure

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
ViewGroupField NameDescription
LifecycleLifecycle Opened(Count)How many times has the case gone into this status
LifecycleLifecycle Closed(Count)How many times has the case gone into this status
LifecycleLifecycle Status New(Count)How many times has the case gone into this status
LifecycleLifecycle Status Working(Count)How many times has the case gone into this status
LifecycleLifecycle Status Onhold(Count)How many times has the case gone into this status
LifecycleLifecycle Status Pending Internal(Count)How many times has the case gone into this status
LifecycleLifecycle Status Pending Traveler(Count)How many times has the case gone into this status
LifecycleLifecycle Status Pending Supplier(Count)How many times has the case gone into this status
LifecycleLifecycle Status Pending Callback(Count)How many times has the case gone into this status
LifecycleLifecycle Status Closed(Count)How many times has the case gone into this status
LifecycleLifecycle Status Closed Duplicate Case(Count)How many times has the case gone into this status
LifecycleLifecycle Status Closed Spam(Count)How many times has the case gone into this status
LifecycleLifecycle Status Closed Reply(Count)How many times has the case gone into this status
LifecycleLifecycle Status Information Received(Count)How many times has the case gone into this status
LifecycleLifecycle Status Reply Customer Email(Count)How many times has the case gone into this status
LifecycleLifecycle Status Review(Count)How many times has the case gone into this status
\n

Order

\n

The order that is the subject of this case.

\n

Dimension

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ViewGroupField NameDescription
OrderFraud StatusDesignates whether the bank or booked service suspect fraud
OrderHas Air Schedule ChangeTrue if an air schedule change happened for this booking
OrderIdThe OMS order ID associated with order_numbe
OrderIs PackageYes/No indicates the order is a package
OrderNum ContactsNumber of times traveler has reached out for service on this booking
OrderOrder NumberUnique identifier for an Order
OrderOrder Air Debit MemoOutcomeWhether the issue is \"fulfilled\" or \"unfulfilled\"
OrderOrder Air Debit MemoTimeTime stamp when the task was actioned
OrderOrder Created Date TimeDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		The date and time that the order was made
OrderOrder DisputeOutcomeWhether the issue is \"fulfilled\" or \"unfulfilled\"
OrderOrder DisputeTimeTime stamp when the task was actioned
OrderOrder First Contact Date TimeDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		When traveler reached out for the first time on this booking
OrderOrder Trip End Date TimeDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		When trip finished
OrderOrder Trip Start Date TimeDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		When trip started
OrderPoint Of Sale Order Reference NumberThe customer facing order number (aka Itinerary Number)
OrderStage Of TravelCOMPLETED / NOT_COMPLETED
OrderStatusBOOKED / CANCELED
OrderTrip StagePRETRAVEL / MIDTRAVEL / POST_TRAVEL / UNKNOWN
OrderVrbo Reservation UuidReservationUuid for VRBO booking
\n

Order Line

\n

The order line that is the subject of this case.

\n

Dimension

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ViewGroupField NameDescription
Order LineBooking Item IdA unique number for the booking across Expedia Group.
Order LineIdUnique ID for each line
Order LineOrder Line ActivityIdUnique ID for a Activity
Order LineOrder Line ActivitySummaryA description of the experience activity
Order LineOrder Line ActivityTitleThe name of the corresponding booking activity
Order LineOrder Line AirAir ProductsAir Provider Locators
Order LineOrder Line AirFlight TypeDescribes whether the flight is a one-way or roundtrip booking
Order LineOrder Line Air SummaryAir Booking Provider CodeName of the provider that the air booking was made on
Order LineOrder Line Air SummaryDestinationThe location where the flight is ending.
Order LineOrder Line Air SummaryDestination CityThe destination city of the flight.
Order LineOrder Line Air Summary End Date TimeDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		The date and time the order will end
Order LineOrder Line Air Summary Start Date TimeDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		The date and time the order will begin
Order LineOrder Line CarBooking Item IdA unique number for the booking across Expedia Group.
Order LineOrder Line CarCar CategoryCar type
Order LineOrder Line CarPick Up LocationA code for the location where car is being picked up
Order LineOrder Line CarVendor NameThe vendor company that the car rental is through
Order LineOrder Line Car Pickup Date TimeDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		The date and time that the Car reservation is scheduled to be picked up
Order LineOrder Line CruiseTitleThe duration, destination, and departure Port (optional) of a Cruise trip
Order LineOrder Line End Date TimeDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		The date and time the order will end
Order LineOrder Line Lodging Local Check In Date TimeDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Local Check In Date Time
Order LineOrder Line Lodging PropertyCityLodging Property City
Order LineOrder Line Lodging PropertyCountryLodging Property Country
Order LineOrder Line Lodging PropertyNameLodging Property Name
Order LineOrder Line Lodging RoomRoom Rate Plan DescriptionLodging Room Rate Plan Description
Order LineOrder Line Start Date TimeDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		The date and time the order will begin
Order LineProduct TypeType of product booked (ACTIVITY/AIR/CAR/CRUISE/INSURANCE/LODGING...)
Order LineStatusBooking Status of item
Order LineTrip StagePRETRAVEL / MIDTRAVEL / POST_TRAVEL / UNKNOWN
\n

Origin Conversation

\n

Origin Conversation Details

\n

Dimensions

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
ViewGroupField NameDescription
Origin ConversationIdConversation Id
Origin ConversationOrigin Conversation PartnerIdThe partner's unique id (guid)
Origin ConversationOrigin Conversation PartnerNameName of the partner (E.g. Expedia United States)
Origin ConversationOrigin Conversation PartnerTypeThe type of partner
Origin ConversationOrigin Conversation Channel OriginIdChannel origin id
Origin ConversationOrigin Conversation Channel OriginNameChannel origin name
Origin ConversationOrigin Conversation Channel OriginChannel TypeChannel origin channel type CHAT or VOICE
Origin ConversationOrigin Conversation Started DateDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Started Date
\n

Parent Case

\n

The origin case Service Case

\n

Dimensions

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
ViewGroupField NameDescription
Parent CaseIdCase Id
Parent CaseParent Case Created DateDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Partition key for case
Parent CaseParent Case TypeIdA UUID generated by case facade on registration.
Parent CaseParent Case TypeNameA referenceable & distinct name for the case type (alt id).
Parent CaseParent Case TypeProvider IdThe ID of the case provider entity servicing this case type.
Parent CaseParent Case TypeProvider NameThe name of the case provider
Parent CaseParent Case TypeTitleA title for this case type (used as console/reporting label).
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Properties

\n

Service Case properties

\n

Dimensions

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
ViewGroupField NameDescription
PropertiesContact Method StringHow should we contact the traveler?
PropertiesDone So Far Description StringDone So Far Description String
PropertiesFinished Up BooleanDid you finish the request?
PropertiesIssue Description StringDescribe the traveler's issue
PropertiesProperties Scheduled Date TimestampDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		When should we follow up?
PropertiesTier Three Reason StringWhat does Tier 3 need to help with?
PropertiesTrip Time StringWhen is their Trip?
\n

Root Case

\n

The ultimate parent of this case (i.e. with no parent). Derived from the origin field

\n

Dimensions

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
ViewGroupField NameDescription
Root CaseIdCase Id
Root CaseRoot Case Created DateDate
Day of Week
Millisecond
Month
Month Name
Quarter
Quarter of Year
Time
Week
Week of Year
Year		Partition key for case
Root CaseRoot Case TypeIdA UUID generated by case facade on registration.
Root CaseRoot Case TypeNameA referenceable & distinct name for the case type (alt id).
Root CaseRoot Case TypeProvider IdThe ID of the case provider entity servicing this case type.
Root CaseRoot Case TypeProvider NameThe name of the case provider
Root CaseRoot Case TypeTitleA title for this case type (used as console/reporting label).
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