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
CallbackWaitDuration	bigint	Duration in milliseconds from requesting/scheduling a callback to be successfully connected with the callback call or where the callback failed
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
InContactsAbandoned	int	1 if the incoming contact abandoned in queue or at agent after the short call threshold, else 0
InContactsAnswered	int	1 if the incoming contact was answered by an agent, else 0
InContactsForwarded	int	1 if the incoming contact was forwarded to another DN after being queued, else 0
InContactsIncomplete	int	1 if the incoming contact was not completed by the system correctly and the end time is missing, else 0
InContactsOther	int	1 if the incoming contact ended not in one of the other cases, else 0
InContactsSelfservice	int	1 if the incoming contact ended in the self service after the short call threshold, else 0
InContactsSelfserviceFwd	int	1 if the incoming contact was forwarded to another DN from the self service, else 0
InContactsShortAbandoned	int	1 if the incoming contact abandoned in the self service or queue or at agent before the short call threshold, 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.