FACT_AGENT_DIRECT_CALLS

Definition

Key data for incoming and outgoing direct calls (DN Incoming / Outgoing) which are not made on the basis of a held ACD call, on a historical basis per call

Main data source: Termination_Call_Detail

Field description

Field name	Type	Description
AgentID	int	ID of agent
ANI	varchar(40)	Telephone number of original caller
BusinessUnitID	int	ID of the assigned business unit (highest level of hierarchy)
DelayTime	int	Time in seconds for call setup
DigitsDialed	varchar(40)	Telephone number dialed
Direction	smallint	1 if Incoming, 2 if Outgoing
Duration	int	Total duration of the call in seconds
EndDateTime	datetime	Date and end time of the call
EndIntervalTime	datetime	Date and interval time (15/30 min.) for the end of the call
HoldTime	int	Time in seconds which calls are on hold (e.g. for queries)
LineNumber	varchar(40)	Number of phone line
LineType	varchar(10)	Type of phone line (primary, private oder unknown)
LocationID	int	ID of the assigned geo-location
MediaID	int	ID of the medium for direct calls (always Cisco_Voice)
OrgUnitID	int	ID of the assigned organisational unit (normaly the organisation within a business unit)
Originator	varchar(40)	Telephone number of caller for incoming calls (ANI), called number for outgoing calls (DigitsDialed)
RingTime	int	Time in seconds which calls are presented to agents
TalkTime	int	Time in seconds which calls are actively connected (call duration without hold time)
TreatmentValue	smallint	Call handling with the following possible values: 0 NonDialed (not dialed) 1 Handled (answered by an agent or the destination number) 2 Forwarded (forwarded to a different telephone number on the basis of RONA or FONA) 3 Abandoned (canceled by the caller)
WrapupData	varchar(40)	Call classification which was set by the agent in the wrap-up
WrapupTime	int	Time in seconds which calls are in the wrap-up stage at agent's end (after active calls until agents are available again)