vFACT_TASKLEGDETAILS
Definition
Contact Center data about incoming and outgoing tasks, aggregated at Queue level and Agent. Every routing sequence of a customer contact with a different queue and agent target creates a new record within this table and holds the summary of several interactions of the same agent for the same queue.
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 |
|---|---|---|
| conferenceFlag | int | 1 if the task leg was conferenced at least once, else 0 |
| connectedDuration | bigint | Talking duration in milliseconds, also including conference duration for non-voice task legs |
| consultFlag | int | 1 if the task leg was consulted at least once, else 0 |
| entryPointSLT | int | Service Level Threshold of the entry point for the task leg |
| holdFlag | int | 1 if the task leg was taken on hold at least once, else 0 |
| queueSLT | int | Service Level Threshold of the queue for the task leg |
| shortCallDuration | bigint | Task leg duration in milliseconds that should be 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 of the current task leg plus the waitDuration of the previous RONA task leg 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.