OData Feed Documentation

This article describes the Graia CCaaS OData feed schema, our means of publishing detailed statistical information of the performance of your Graia CCaaS tenant. While the primary user of this data feed is the Microsoft Power BI templatePower BI Template – A ready-made Microsoft Power BI report file (.pbit) published by Graia. It connects to the tenant's OData Feed and contains the BI Reports pages (calls, chats, emails, queues, agents and more). file we publish, developers can also use it to craft their own reports in their own 3rd party or bespoke BI applications.

The data feed consists of data tables (statistical details and lookup tables) with logical relations between them. Data in these tables are purged as per the retention period set for your tenant.

Technical definitions of the various Graia CCaaS entities and objects are explained in the Technical Glossary.

See the BI Reports documentation for the BI report template details.

Using the OData feed

To begin using the data feed, you must use Microsoft Power BI or similar tool that supports OData as data source with Microsoft's organizational authentication.

1. Obtain data from our feed by clicking the Get Data button in Microsoft Power BI, then select OData feed.

2. Provide the Graia CCaaS OData url.

3. Login with your organization account used with Graia CCaaS.

4. The first time you login with an organization account, you will be asked to consent to Power BI access policies. Approve the request. This might require administrator permissions in your corporate domain.

5. Select the tables you are interested in, see the tables below.

Lookup tables

Some tables in the data feed are not providing statistical information, but are there to offer human readability. These are typically used to perform id-to-name translation.

info

Lookup tables are updated once a day (midnight 00:00 UTC). As such, e.g. the deletedAt timestamp in many such tables is populated at this time, they will not show the exact date when a corresponding object is removed. Likewise, any new records generated during the day won't show up until this update is done. These tables are not meant for and should not be used for audit purposes.

Agent Business Unit Changes

This table offers insight into how long agents contributed to various Business UnitsBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups..

Field	Description
agentId	The unique ID of the agent. Pair this with the ID from Agents table to obtain the name of the agent.
assigned	A binary (true/false, 0/1) flag representing whether the given agent joined or withdrew from the given business unit in the marked tenant.
businessUnitId	The unique ID of the business unit.
tenantId	The unique ID of the tenant.
timestampUtc	UTC timestamp of when the business unit to agent relationship changed.

Agents

A lookup table containing the unique ID of the agent, the name, the customID set through the portal and the deletedAt timestamp.

Pair the ID with the agentID from other tables in order to create humanly readable reports for agent performance.

Agent States

The agent statesAgent States – Agent States control whether the system can assign Work Items to Agents. table contains historical data for the states of all the agents within the tenant. The following columns are available:

Field	Description
agentID	The unique ID of the agent. Pair this with the ID from Agents table to obtain the name of the agent.
breakBusinessId	The business unit ID of the break. Breaks can be configured for a specific business unit by the administrator. This is null if the agent used a tenant-level break.
breakName	The break name selected by the agent. Break names can be configured by an administrator on a per tenant basis.
durationInSeconds	Calculated duration of a particular state.
id	The id of the reporting entry.
isLogin	True/False flag to highlight if the break state is the result of a login.
isLogout	True/False flag to highlight if the state is the result of a logout.
logoutReason	Reason why an agent was logged out, this can be AgentLogout when the agent logs out, ConnectionTimeout if the agent was logged out due to network issues or ForceLogout if the agent was forcibly logged out by a supervisor.
startTime	The start time of a particular state in the tenant's timezone.
startTimeUtc	The start time of a particular state in UTC.
state	The state of the agent

Available agent states are:

• Idle (available): The agent is available and awaiting tasks
• Busy: The agent is busy with at least 1 task.
• Break (with break codeBreak Code – A named reason an Agent chooses when going on break, such as Lunch or Training. Admins configure break codes, optionally with a duration after which the agent becomes available again, and can limit them to business… or without break code): The agent is on break and cannot receive tasks.
• Logged out: The agent is logged out.

Bot Segments

A bot segment is started when a conversation enters one of the bot nodes of a workflow; e.g. QnA botKnowledge Base / QnA Bot – A knowledge management system with AI bot capabilities to automatically answer common customer questions., Custom bot nodes, but also Menu selection or Custom question are considered bots. It finishes when the customer participant is leaving the given node. A single customer can interact with multiple bots in sequence, as such, a single conversation ID can be part of multiple bot segments. When creating reports, we recommend aggregating bot segments to identify the total time a customer spent with bots.

Field	Description
botFinishedInfo	Various values depending on the type of bot used in a given bot step. It refers to any data collected.
botFinishedResult	Represents the workflow output of a given bot step. In some cases, this is identical to the botFinishedInfo, see below for values.
botInfo	This is filled only by the QnA bot with QNA Config ID, see below for details.
botStepId	ID of the given bot step. Pair this with the ID column of the Bot steps table to identify the bot step name.
channelId	The ID of the channel the conversation assigned to a bot came through.
conversationID	ID of the conversation.
durationInSeconds	Elapsed time since bot segment started until it ended. This is calculated based on startedAt and endedAt.
endedAt	Timestamp of a bot segment end time.
endedAtUTC	Timestamp of a bot segment end time in UTC.
id	Unique identifier of the Bot Segment itself.
result	Values reflecting the customer activity, see below.
startedAt	Timestamp of a bot segment start time.
startedAtUTC	Timestamp of a bot segment start time in UTC.

The botFinishedInfo field can take these values:

• auto-attendant: Digit pressed by the customer.
• custom-question: Digit pressed (in case of voice) or the customer answer (in case of chat).
• custom bots: Custom text (passed by the custom bot itself).
• menu selection bot: Selected menu option (text).
• qna: exitQuestion (QnA could not answer this question)
• identify customer: byEmail | byPhone | invalid | created | external
• customer intent evaluator (email): This represents the category it matched, either subject or content and the keyword it matched. Example: subject:<keyword>
• matchAni: This represents the rule it matched.

The botInfo field can take these values:

• auto-attendant: Digit pressed by the customer or retry exhausted when the user reached the repeat count.
• custom bot: null (finished)
• menu selection: selected menu option
• custom question: success, invalid (in case of chat), success or retry exhausted in case of voice.
• qna: No Answer
• identify customer: success, invalid
• customer intent evaluator: This represents the keyword group matched or no match. In other words, this is the node's output.
• matchAni: This represents the rule it matched.

The result field can be one of these:

• Success: Customer passed through the Bot stepBot Step – A node in a Workflow where a Bot is used to interact with a customer..
• CustomerDisconnect: Customer left the conversation during the bot segment. This is also known as Abandoned.
• Failed: System error. Useful for custom bots for debugging purposes.

Bot Steps (lookup)

A bot step is a bot node in a workflow. This table is a lookup table containing names, types and media groups.

Field	Description
deletedAt	Timestamp when the synchronizer service detected the bot step as deleted.
id	Unique ID of the bot step. Pair this with bot step ID from Bot segments.
mediaGroup	Chat or Email or Voice. Represents the media group of the channel the corresponding workflow is associated to.
name	The name of the bot step, as defined in the workflow.
type	This is the type of the bot.

The type field can be:

• announcement
• autoAttendant
• conversationalBot
• customBot
• customerIntentEvaluator
• customerSatisfaction
• identifyCustomer
• liveTranslation
• matchAni
• menuSelection
• qna
• question
• sendEmailReply

A relationship between the id column of Bot Steps with the botStepId column of Bot Segments should be created to provide more clarity to the bot segments reports.

Business Units (lookup)

Business units act as a filter for various other entities and operations within an organization. Organizations with multiple business units may find themselves in a position where they wish to restrict which customers, channels and templates agents can see in the context of a conversation. These entities have a business unit ID associated, and this table allows pairing that with the name of the business unit.

Calls (Voice conversation level data)

The Calls table represents the conversation level data for voice media. A new conversation starts when a customer participant engages with a voice workflow. Agent may also start a new conversation in preview campaigns and ad-hoc outboundAd-hoc Outbound – Agent-initiated individual calls, emails, or chats to customers outside of a Campaign context. call scenarios. Finally, the system itself can also launch outbound calls in predictive campaigns. Additionally, a new conversation is created when the agent transfers the voice conversation to another or the same channel, or when the workflow redirects it to a different channel or external phone number. The conversation ends when the workflow terminates the conversation or the customer disconnects. The workflow terminates the conversation when the agent disconnects the call and the queue's Agent Disconnected output leads to an End conversation node, or when the workflow reaches a Transfer to channel node.

Field	Description
businessUnitId	The ID of the business unit the conversation belongs to.
channelId	ID of the channel for a particular conversation. Can be used with Channels table.
channelPhoneNumber	The phone number of the channel used for a particular conversation. As voice channels support multiple inbound numbers, this will allow identifying which number the customer used to engage with the channel.
channelType	Type of the channel. For voice calls, this is only Voice.
connectedDurationInSeconds	Talk time of the call in seconds
conversationEndedReason	Reason why the conversation ended.
ConsultFromConversationId	This is the ID linking to the original conversation for consult calls.
customerFirstName	The first name of the customer.
customerId	The unique identifier of the customer.
customerJoinedAt	When the customer joined the conversation in local time.
customerJoinedAtUTC	When the customer joined the conversation in UTC.
customerLastName	The last name of the customer.
customerMiddleName	The middle name of the customer.
customerPhoneNumber	The customer's phone number.
customerRingDuration	The customer ring time. For how long was the customer dialed.
durationInSeconds	Total duration of the conversation. This is a calculation based on startedAt and endedAt timestamps, rounded up or down depending on the value.
endedAt	Timestamp of when the conversation was ended. Uses your tenant timezone settings.
endedAtUTC	UTC Timestamp of when the conversation was ended.
holdCount	Number of times the customer was placed on hold.
holdDurationInSeconds	Total duration the customer spent on hold in seconds.
id	The unique ID of the conversation. Pair this with conversationId from other tables.
identifiedCustomerEmailAddress	The email address of the identified customer record for a call.
isChannelClosedDurationInSeconds	Total amount of time in seconds elapsed for a given conversation while the channel was closed (out of business hours).
isChannelOpenDurationInSeconds	Total amount of time in seconds elapsed for a given conversation while the channel was open.
isConsult	True or false, true when the call was a consult call to another agent or channel as these create a new conversation as well.
isOutbound	True or False, True when the call was an outbound call.
isRecordingEnabled	Call was recorded or not.
nextConversationID	Reference to the next conversation in case of a transfer.
openingCheckResult	Open or Holiday or Closed depending on the result of the openingCheckNode of the workflow.
startedAt	Timestamp of when the conversation was started. Uses your tenant timezone settings.
startedAtUTC	UTC Timestamp of when the conversation was started.
TransferInitiatedBy	Who initiated the transfer
TransferToExternalDestinationPhoneNumber	Target phone number for an external transfer.
WorkflowId	The id of the workflow used for a given call.

The conversationEndedReason field can take these values:

• Abandoned: The conversation was abandoned in a queue. Customer dropped the call while waiting in a queue. Workitems, Bot Segments and QueueSegments may offer additional information.
• AgentJoinFailed: Outbound calls only. The agent failed to answer the call in Teams.
• CallbackRequested: The customer requested a callback in one of the queues and left the queue.
• ConversationalBotTimeout: The conversational botConversational Bot – A Bot powered by natural language processing that can understand and respond to customer inquiries in a conversational manner, often using LLM technology. reached the timeout, when the bot duration is limited by the workflow setting.
• CustomerDisconnected: Also known as Abandoned, applied to a conversation when the customer disconnects from a voice call at any point during the conversation.
• CustomerJoinFailed: Outbound calls only. The customer did not answer the outbound call.
• Default: Workflow reaches an End Conversation. This can happen when the agent closes the task and there's no survey afterwards, a bot exits conversation and so on. Default is applied whenever END is specified in the flow and the customer reaches that point.
• IdleTimeout: This is applied whenever the conversation times out due to workflow timeout. Workflow timeout is 24 hours by default for voice conversations.
• InternalError: The server returned an internal error during a conversation. (debugging, has no reporting value)
• TransferToAgentFailed: A transfer to an agent was attempted, but failed. This can happen if the destination agent rejects the call or the preview timeout is reached.
• TransferToChannel: The conversation was transferred to a Graia CCaaS channel.
• TransferToExternal: The conversation was transferred outside of Graia CCaaS, to an external number.
• TransferToExternalFailed: Transfer to external was attempted, but failed. This can happen when the external party rejects the call or the 30 seconds ring timeout is reached.

The TransferInitiatedBy field can be:

• agent: The agent initiated the transfer.
• workflow: The workflow initiated the transfer.
• empty: No transfer was initiated.

Campaign Record Additional Phone number

This table contains the campaign recordCampaign Record – An entry in a Campaign, designating a single Customer. Campaign records can have Campaign Custom Data fields that are presented to the Agent, but are not necessarily part of Customer Custom Data fields. ID and the additional phone numbers of those given records.

Campaign Record Custom Fields

This table contains the campaign record ID along with the customFieldName and customFieldValues.

Campaign record changes

This table is only populated if Graia's cloudops team enabled this feature for you. Campaign record status history is found here.

|---|---| |campaignId| This is the unique ID of the campaign from which the record was processed| |campaignRecordId| The ID of the campaign record, filtering by this field will show all statuses of a given record| |id| This is the row ID | |isSuspended| This becomes true or false depending if the campaign record is suspended from being processed further. |preferredAgentId| The ID of the agent that is set as preferred for the record.| |Status| The current status of the record| |timeStampUtc| The timestamp of the row creation, this is usually the same as the record status update|

Campaign Record Registrations

This table contains data about uploaded records, their campaign ID, customer first name, customer last name and primary phone number.

Campaign Records

This table contains various data about the current state of the records of a campaign.

Field	Description
campaignID	The ID of the campaign.
closedAt	Local timestamp of when the record was closed/completed.
CreatedAt	Local timestamp of when the record was created.
customerFirstName	First name of the customer.
customerLastName	Last name of the customer.
customerPhone	Primary phone number of the customer.
id	ID of the record.
newStatusDuration	Duration of the record in the "Newly Added" state.
queuedStatusDuration	Duration of the record in the "Processing" state.
rescheduledStatusDuration	Duration of the record in the "Rescheduled" state.
status	Current status of the record.
totalCustomerRingTimeInSeconds	Customer ring duration in seconds for a given record. Calculated based on all dial attempts of a record.
totalTalkTimeInSeconds	Represents the talk time with a customer for a particular record. Calculated based on all dial attempts of a record.

Campaigns (lookup)

Contains data about campaigns and can be used to provide a humanly readable name for the campaigns.

Field	Description
campaignType	The type of the campaign. Can be Preview or Callback.
deletedAt	When the campaign was deleted.
id	ID of the campaign.
name	Name of the campaign.

See the Lookup tables section for important details.

Captured Data

The Captured Data table refers to data collected from the workflow variables specified at the tenant level and filled in the workflows.

Field	Description
ConversationId	The id of the conversation through which data was collected and stored.
name	The name of the custom tenant level workflow variable.
TimestampUtc	UTC timestamp the field was filled in this conversation.
value	The value of the custom tenant level workflow variable.

Channels (lookup)

Applies to: Chat, Voice, Email.

Channels table is used for filtering purposes and to provide additional data to tables where channelID is present. As with all lookup tables, this gets updated regularly by the system.

Field	Description
businessUnitId	The ID of the business unit associated to this channel.
channelType	Media type of the channel.
deletedAt	The time the system updated this record past the actual deletion.
id	The channel ID. Can be paired with channelID column of other tables.
name	The name of the channel, as displayed on the portal.

See the Lookup tables section for important details.

Chats (Conversation data)

Applies to: Webchat, Viber, Facebook

Chats table refers to Chat conversation level data. A new conversation starts when a customer participant engages with a chat workflow, as such, the conversation is not initiated in case of welcome or invitation messages used for chat, until the customer sends a message. The conversation ends when either the customer terminates it (webchat), or the workflow terminates it. Workflow terminates a conversation when it reaches an End node in the flow or due to Idle timeout.

Field	Description
averageAgentAnswerSpeedInSeconds	Average time it took the agents to respond to the customer messages per conversation.
averageBotAnswerSpeedInSeconds	Average time it took the bots to respond to the customer messages per conversation.
averageCustomerAnswerSpeedInSeconds	Average time it took the customer to respond to the agent or bot messages per conversation.
businessUnitId	The ID of the business unit this conversation was associated with.
channelID	ID of the channel for a particular conversation. Can be used with Channels table.
channelType	Type of the channel. Facebook, Viber, Webchat types are currently available.
conversationEndedReason	Reason why the conversation ended.
customerFirstName	The first name of the customer.
customerId	The unique identifier of the customer.
customerLastName	The last name of the customer.
customerJoinedAt	Timestamp of when the customer joined the conversation
customerJoinedAtUtc	Timestamp of when the customer joined the conversation in UTC
durationInSeconds	Total duration of the conversation. This is a calculation based on startedAt and endedAt timestamps, rounded up or down depending on the value.
endedAt	Timestamp of when the conversation was ended. Uses your tenant timezone settings. A conversation ends when the customer participant explicitly clicks the Terminate conversation button, the agent terminates the conversation and there is no survey configured in the workflow or when the agent transfers the conversation to another queue.
endedAtUTC	UTC Timestamp of when the conversation was ended.
firstCustomerAnswerSpeedInSeconds	Time it took the customer to respond to an outbound chat conversation.
id	The unique ID of the conversation. Pair this with conversationId from other tables.
identifiedCustomerEmailAddress	The email address of the identified customer.
isChannelClosedDurationInSeconds	Total amount of time in seconds elapsed for a given conversation while the channel was closed (out of business hours).
isChannelOpenDurationInSeconds	Total amount of time in seconds elapsed for a given conversation while the channel was open.
nextConversationID	Reference to the next conversation in case of a transfer.
openingCheckResult	Open or Holiday or Closed depending on the result of the openingCheckNode of the workflow.
startedAt	Timestamp of when the conversation was started. Uses your tenant timezone settings. Conversation is started when the customer participant sends his first message, or when the agent transfers an existing conversation to another or the same queue.
startedAtUTC	UTC Timestamp of when the conversation was started.
webcallDurationInSeconds	Duration of the webcall initiated by the agent from a chat conversation.
WorkflowId	The ID of the workflow used for a given chat conversation.

The conversationEndedReason field can be:

• CustomerDisconnected: Also known as Abandoned, applied to a conversation when the customer disconnects from a chat (Webchat only).
• Default: Workflow reaches the end of the conversation, in other words the conversation reaches an End output in a node. This can happen when the agent closes the task and there's no survey afterwards, a bot exits conversation and so on.
• IdleTimeout: This is applied whenever the conversation times out due to workflow timeout.
• TransferredToQueue: The conversation was transferred to another queue.
• BotFailed: Due to a misconfiguration or system error, a bot in the workflow failed and the conversation ended.

Collected Data

The Collected Data table refers to data collected through Scripting. Data is stored in Graia CCaaS only if the Persist Collected Data is set to true in the Agent WorkspaceAgent Workspace – Agent Workspaces control the Script that gets executed for the agents during conversations. It also designates additional properties, like Hold music, Completion Codes, Wrap-up timers, etc..

Field	Description
createdAtUtc	UTC timestamp of the entry creation.
name	The name of the scripting variable or field that was set.
value	The value of the scripting variable or field. Value is added by the agent or system.
workitemId	The id of the agent workitem through which data was collected and stored.

Conversations

Similar to Calls, Chats, emails, but without any filtering applied.

Emails (Conversation data)

Emails table refers to Email conversation level data. A new conversation starts when a customer participant engages with an email workflow. Additionally, a new conversation is created when the agent transfers the email conversation to another or the same channel. The agent may initiate conversations through the Outbound email functionality, in such cases, the conversation is initiated when the agent clicks the compose button. The conversation ends when the workflow terminates the conversation. Workflow terminates the conversation when an End output is reached on a node or when the idle timeout is reached.

Field	Description
businessUnitId	The business unit ID associated to a particular email conversation.
channelEmailAddress	The email address of the channel used for a given conversation.
channelID	ID of the channel for a particular conversation. Can be used with Channels table.
channelType	Type of the channel. In the case of email, this will always be Email, however, you may use the channelType for filtering purposes when building generic reports.
conversationEndedReason	Reason why the conversation ended.
customerEmailAddress	The email address of the customer.
customerFirstName	The first name of the customer.
customerId	The unique identifier of the customer.
customerJoinedAt	Timestamp of when the customer joined the conversation.
customerJoinedAtUtc	Timestamp in UTC of when the customer joined the conversation.
customerLastName	The last name of the customer.
durationInSeconds	Total duration of the conversation. This is calculated based on startedAt and endedAt timestamps rounded.
endedAt	Timestamp of when the conversation was ended. Uses your tenant timezone settings.
endedAtUTC	UTC Timestamp of when the conversation was ended.
firstReplyTimeInSeconds	Time elapsed until the customer received a first reply. Subsequent replies are not calculated here.
id	conversationID, the unique identifier of the conversation.
identifiedCustomerEmailAddress	The email address used to identify the customer.
inChannelClosedDurationInSeconds	Total duration of the conversation outside of business hours.
inChannelOpenDurationInSeconds	Total duration of the conversation during business hours.
isOutbound	True or False, determines if the conversation was an outbound email.
nextConversationId	Populated in case of transfers, allows tracking the customer journey.
startedAt	Timestamp of when the conversation was started. Uses your tenant timezone settings.
startedAtUTC	UTC Timestamp of when the conversation was started.
subject	The subject line of the email conversation.
threadID	Multiple conversations may belong to the same thread. It changes when the subject of the email changes and remains the same otherwise (e.g. the customer and agent engage in multiple back and forth responses under the same subject, or the customer sends multiple followup emails with the same subject, etc).
workflowId	The ID of the workflow used for a given email conversation.

The conversationEndedReason field can take the following values:

• TransferToChannel: Conversation was transferred to a channel.
• Default: Standard reason when a conversation ends normally when an End node is reached in the workflow, such as Agent Disconnected.
• IdleTimeout: Conversation was terminated due to workflow idle timeout.
• BotFailed: Due to a misconfiguration or system error, a bot in the workflow failed and the conversation ended.

Pending Agent States

This table refers to the transient states of an agent. While the agent is busy with a task and requests a break or logout, they enter a transient pending state.

Field	Description
agentId	The ID of the agent.
agentStateChangeId	System ID of the change state event.
durationInSeconds	The pending state duration in seconds.
pendingBreakBusinessUnitId	The business ID of the requested break.
pendingBreakName	The name of the requested break.
pendingState	The name of the pending state, can be pending logout or pending break.
startTime	Timestamp of when the pending request started.
startTimeUtc	Timestamp of when the pending request started in UTC.

Queues (lookup)

Applies to: Voice, Chat, Email

Queues table is another lookup table, it provides the name for each queue ID. Pair ID of this table with the queueId found in other tables.

Field	Description
channelID	Originating channel ID, pair this with channel lookup to discover the media type of a given queue.
deletedAt	UTC timestamp of when our refresh service detected the queue as deleted. This timestamp should not be used for audit purposes.
id	The unique ID of the queue.
Name	The name of the queue.
routing mode	Can be Automatic or Manual. Reflects the queue node setting for routing conversations.

See the Lookup tables section for important details.

Queue Segments

Applies to: Voice, Chat, Email

A queue segment is created when a participant enters a queue node in the workflow. It ends when the participant leaves the queue, a dequeuedReason is provided to identify the reason of leaving the queue segment.

A single conversation may be part of multiple queue segments, e.g. during a timeout when the conversation gets sent to another queue.

Field	Description
abandonedThresholdInSeconds	The configured abandoned threshold value for a given queue, in seconds
channelId	ID of the channel through which a conversation reached a particular queue segment.
conversationId	Unique ID of a given conversation.
dequeuedAt	Local timestamp of when the user left the queue and the segment ended.
dequeuedAtUTC	UTC timestamp of when the user left the queue and the segment ended.
dequeuedReason	System reason of why the user was dequeued.
durationInSeconds	Total duration of the queue segment. This is calculated based on queuedAtUTC and dequeuedAtUTC.
queuedAt	Local timestamp of when the segment was created. A segment is created when a user enters the queue. Local timestamp is based on your Graia CCaaS Teams' timezone settings. Learn more about setting your Teams timezone.
queuedAtUTC	UTC timestamp of when the segment was created. A segment is created when a user enters the queue.
queueId	Unique ID of a given queue node. Pair with ID of the Queues (lookup) table.
queueSlaInSeconds	The configured SLA value for a given queue, in seconds

The dequeuedReason can be one of the following:

• AgentConnected: The participant is now connected and engaged in a conversation with a human agent no longer in the queue.
• CallbackRequested: The participant requested a callback and is no longer in the queue.
• CustomerDisconnected: Also known as Abandoned, the participant disconnected during the queue segment.
• QueueTimedOut: Queue TimeoutQueue Timeout – The longest time a conversation can wait in a Queue. When it is reached, the conversation leaves the queue through the workflow's timeout output (QueueTimedOut), for example to move it to a priority queue. threshold has been reached and the participant is no longer in the queue.

Rejected Enqueue Attempts

Applies to: Webchat, Voice, Email, Viber, Facebook

Whenever a user cannot enter the queue due to no agent being logged in across the tenant, no skilled agent being logged in across the tenant, or the maximum queued conversation threshold has been reached, an attempt record is created within this table.

A single conversation may have multiple rejected enqueue entries, depending on the workflow configuration. For example when multiple queue nodes are linked together and the participant cannot enter any of them.

Field	Description
channelId	The ID of the channel through which a conversation attempted to reach a queue but was rejected.
conversationId	Unique ID of the conversation.
id	unique ID of the attempt.
queueId	Unique ID of the queue rejecting the user's entry. Can be paired with Queue (lookup) table.
rejectedAt	Local timestamp of when the conversation was rejected.
rejectedAtUTC	UTC timestamp of when the conversation was rejected.
rejectReason	Reason why the conversation was rejected.

The rejectReason field can be:

• NoAgentLoggedIn
• NoStaffedAgentLoggedIn
• NoAvailableStaffedAgent
• EstimatedWaitTimeLimitReached
• QueueSizeLimitReached

Users (lookup)

The users table is very similar to the Agents table as Agents are users as well.

Field	Description
customId	Custom ID set through the portal for a user.
deletedAt	When the system detected the user as deleted.
emailAddress	The email address of the user.
id	The Unique ID of the user.
Name	The name of the user.
userType	Type of the user. This can take the values Agent, Supervisor or User.

See the Lookup tables section for important details.

Workflows (lookup)

The workflows table shows the workflow IDs, their name, media group, business unit ID and a timestamp of when they were deleted.

Workitem Conversation Sessions

This table contains additional details about a particular workitem such as hold count, duration, and calculated values for those.

Field	Description
connectedDurationInSeconds	Duration of agent active time on the given task.
conversationID	ID of the conversation.
endedReason	The reason why the workitem has ended. Can take values such as AgentFailedToJoin, ConversationEnded, Transferred or default.
holdCount	How many times the agent placed the customer on hold.
id	Entry Id.
lastHoldDuration	The duration of the last time the customer was on hold in the context of this workitem.
sentEmailCount	Represents the total number of emails sent by an agent in the context of a workitem. An email sent is considered any outbound email, customer reply or forward done by an agent.
totalHoldDuration	Total duration of the customer being on hold in the context of a workitem.
workitemId	The ID of the workitem.

Workitem Evaluation Data

This table contains data about the result of quality management task evaluations carried out through the portal by users with proper rights.

Field	Description
createdAt	When the evaluation was done in local time.
createdAtUTC	When the evaluation was done in UTC time.
createdBy	The ID of the user that did the evaluation.
evaluationID	Unique ID of an evaluation.
id	Entry ID.
name	The KEY from a script.
scriptID	ID of the script used for evaluation.
value	The key value of a script.
workitemId	The ID of the workitem that was evaluated.

Workitem Evaluations

This table contains the individual evaluations and can be used to calculate the evaluation duration. See the previous table for the data.

Field	Description
createdBy	The ID of the user that created the evaluation.
endedAt	When the evaluation ended in local time.
endedAtUTC	When the evaluation ended in UTC time.
id	Entry ID.
scriptID	The ID of the script used for evaluation.
startedAt	When the evaluation was started in local time.
startedAtUtc	When the evaluation was started in UTC time.
workitemID	The ID of the evaluated workitem.

Workitem

Applies to: Webchat, Viber, Facebook, Email, Voice

Workitems represent agent tasks. Data in this table offers insight into the output of a given task and the agent performance on it.

A task/workitem is created when an eligible agent has been found for a given conversation and the system began routing the conversation to that agent. It ends when the agent clicks the Close Task button or, when the wrap up timerWrap-up Timer – An optional time period administrators can specify at the end of a Task. When expired, the task closes automatically, putting the Agent into available or break state. is reached (if used). A workitem may end if the preview timeout is reached and the task is automatically closed (preview timeout is also known as RONARONA – Redirect On No Answer, an Agent State the system puts Available agents into when they do not take conversations offered.). Agents may also create workitems through the outbound functionality. A workitem may contain multiple conversations depending on the agent's action.

Field	Description
activeDurationInSeconds	Active time of a task. This does not include preview or wrap up times, rounded to seconds.
agentId	ID of the agent that handled the task.
agentPhoneNumber	The agent's phone number set in the portal & used for this workitem.
agentWorkspaceId	The ID of the workspace used for this workitem.
businessUnitId	ID of the business unit associated to the conversation that triggered a workitem.
campaignId	If the workitem was generated from a campaign, this is the ID of the campaign from which it was generated.
campaignRecordId	If a workitem was generated from a campaign, this is the ID of the record that resulted in the agent's task.
caseId	ID of a case assigned to a workitem.
completionCode	System added or agent added completion code of the task.
customerId	ID of the customer.
durationInSeconds	Total duration of the task, from the moment the agent receives it until the agent closes it. Rounded to seconds.
endTime	When the task was closed.
endTimeUTC	Same as endTime but timestamp is in UTC instead of local time.
id	ID of the workitem.
lookupDuration	Time spent in Lookup state (outbound or contact lookup only)
mediaType	Media type of the task. Can be Email, Messaging, Webchat, Voice, Lookup.
notes	Notes added by the agent through the agent UI.
previewDuration	Time elapsed while waiting for an agent to accept the task. For non-voice channels, this is usually <2 seconds as the system automatically accepts these tasks.
primaryChannelId	ID of the first channel used for a workitem.
primaryConversationID	Original conversation ID.
queueID	ID of the queue from which the workitem was created. In case of outbound, this field is empty.
result	Result of the workitem.
scriptId	The ID of the script that was run against a particular workitem.
startTime	When the workitem was created.
startTimeUTC	Same as startTime, but timestamp is in UTC.
wrapUpDuration	Time elapsed while the task was in wrap up. Does not include active time or preview time. Rounded to seconds.

The result field can be:

• Handled: Agent handled the task and closed it normally.
• Missed: Agent missed the task and RONA timeout kicked in moving the agent to RONA break.
• Cancelled: Outbound only. Agent closed the outbound task without initiating a conversation.
• Abandoned: Customer dropped the call while the task was being previewed to the agent.
• Rejected: Agent explicitly rejected the task, by clicking the reject button.

note

Due to automatic conversion to seconds and to rounding, Active + Wrap Up will not necessarily and precisely equal Duration. Preview time is also rounded, but for the current supported media types, this is generally <2 seconds.