vFACT_TASKLEGDETAILS
Definition
Contact Center data about incoming and outgoing tasks. Every routing sequence of a customer contact with a different queue and agent target creates a new record in this table. Legs are separated for consultation calls, blind transfers, transfer completed sessions and also available for agent to agent calls.
Data Repository: Call Leg Record (CLR)
API: Search Tasks (GraphQL endpoint) /TaskLegDetails
Original field description
This documentation is available from external source: CLR Data Dictionary
b+s specific fields or modifications
| Field name | Type | Description |
|---|---|---|
| connectedDuration | bigint | Talking duration in milliseconds, also including conference duration for non-voice task legs |
| entryPointSLT | int | Service Level Threshold of the entry point for the task leg |
| holdFlag | int | 1 if the task was taken on hold at least once, else 0 |
| InAbandoned | int | 1 if the incoming task abandoned in queue or at agent after the short call threshold, else 0 |
| InAnswered | int | 1 if the incoming task was answered by an agent, else 0 |
| InATABlindTransferAbandoned | int | 1 if the incoming agent to agent blind transfer was not answered, else 0 |
| InATABlindTransferAnswered | int | 1 if the incoming agent to agent blind transfer was answered, else 0 |
| InATAConsultAbandoned | int | 1 if the incoming agent to agent consultation call was not answered, else 0 |
| InATAConsultAnswered | int | 1 if the incoming agent to agent consultation call was answered, else 0 |
| InConsulted | int | 1 if the incoming task was connected with another agent during a consultation, else 0 |
| InDequeued | int | 1 if the incoming task was removed from queue due to a timeout or overflow, else 0 |
| InForwarded | int | 1 if the incoming task was forwarded to another DN after being queued, else 0 |
| InHandled | int | 1 if the incoming task was connected with the customer, else 0 |
| InIncomplete | int | 1 if the incoming task was not completed by the system correctly and the end time is missing, else 0 |
| InOther | int | 1 if the incoming task ended not in one of the other cases, else 0 |
| InSelfservice | int | 1 if the incoming task ended in the self service or was forwarded to another DN from the self service, else 0 |
| InShortAbandoned | int | 1 if the incoming task abandoned in the queue or at agent before the short call threshold, else 0 |
| OutdialAbandoned | int | 1 if the outgoing call was cancelled after the short call threshold, else 0 |
| OutdialAnswered | int | 1 if the outgoing call was answered, else 0 |
| OutdialIncomplete | int | 1 if the outgoing call was not completed by the system correctly and the end time is missing, else 0 |
| OutdialShortAbandoned | int | 1 if the outgoing call was cancelled before the short call threshold, else 0 |
| queueSLT | int | Service Level Threshold of the queue for the task leg |
| shortCallDuration | bigint | Wait duration in milliseconds for abandoned calls that is taken to separate short calls and abandoned calls. Short Call Threshold and Short Call Trigger are parameters within system settings (see configuration topics) |
| totalDuration | bigint | Calculated time from start to end time for ended task legs in milliseconds |
| 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.