vFACT_TASKDETAILS
Definition
Contact Center data about incoming and outgoing customer contacts. One contact creates one record within this table and holds the summary of several interactions with multiple agents.
Data Repository: Customer Session Record (CSR)
API: Search Tasks (GraphQL endpoint) /TaskDetails
Original field description
This documentation is available from external source: CSR Data Dictionary
b+s specific fields or modifications
| Field name | Type | Description |
|---|---|---|
| conferenceFlag | int | 1 if the contact was conferenced at least once, else 0 |
| connectedDuration | bigint | Talking duration in milliseconds, also including conference duration for non-voice contacts |
| consultFlag | int | 1 if the contact was consulted at least once, else 0 |
| holdFlag | int | 1 if the contact was taken on hold at least once, else 0 |
| lastEntryPointSLT | int | Service Level Threshold of the last entry point for the contact |
| lastQueueSLT | int | Service Level Threshold of the last queue for the contact |
| waitDuration | bigint | Sum of ringingDuration and queueDuration in milliseconds |
| var11 to var20 | nvarchar(100) | Global variable that is mapped to this variable field (see mapping in "Field Name" of dimension table "VARIABLE INFO") |
note
Surrogate keys (integer) of the datamart are used for tenant (org), entry point, queue, agent, team, site, date and time fields.