FACT_INBOUND
Definition
Contact Center Inbound key data (ACD & MR & Outbound reservation calls) on a historical basis per task request.
CallType changes (Offered & OverflowOut) and TargetRequery are not measurable because no additional task request happens.
Main data sources: Route_Call_Detail and Termination_Call_Detail
Field description
| Field name | Type | Description |
|---|---|---|
| Abandoned | smallint | 1 if the task has been ended by the caller after the Short Call threshold (default 5 seconds) |
| AbandonWaitTime | int | Waiting time in seconds from searching for an agent until the task has been abandoned |
| Answered | smallint | 1 if the task has been answered by an agent |
| BeforeSLT | int | 1 if the waiting time from searching for an agent until the task has been answered or ended was shorter than the Service Level treshold |
| BusinessUnitID | int | ID of the assigned business unit (highest level of hierarchy) |
| CallTypeID | int | ID of call type |
| CompletedResult | smallint | Result how the task for the route request ended (Offered = 0 to 7, Completed = 1 to 7) 0 = RONA, Reject, Rerouted 1 = Answered, Handled 2 = Abandoned 3 = ShortCall 4 = Forwarded 5 = Terminated 6 = Lost 7 = Fault |
| DelayTime | int | Time in seconds from entering the system until the search of an agent begins (greeting, IVR-Menue) |
| EndDateTime | datetime | Date and end time of the wrap-up stage for the task |
| EndIntervalTime | datetime | Date and interval time (15/30 min.) for the end of the task |
| Fault | smallint | 1 if the task could not be delivered by the system due to a failure |
| Forwarded | smallint | 1 if the task has been forwarded to a different destination, e.g. external telephone number, voicemail, etc. (based on Variable10) |
| HandleTime | int | Total handling time of the Contact Center task in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) |
| Label | varchar(32) | Content of the label within the routing script e.g. the forward number |
| LanguageID | int | ID of the assigned language |
| Lost | smallint | 1 if the task has been assigned to an agent, without any acknowledgment of the arrival (e.g. if telephone sets are redirected) |
| LostAgentID | int | ID of the agent where a lost task happened |
| MediaID | int | ID of medium for the contact |
| Offered | smallint | Always 1 (for summary of route requests) |
| OrgUnitID | int | ID of the assigned organisational unit (normaly the organisation within a business unit) |
| Originator | varchar(40) | Telephone number of caller or sender of the first route request when entering the system (begin of contact) |
| RecoveryKey | varchar(40) | Unique idendity of route request within UCCE |
| Rerouted | smallint | 1 if the task did not complete and a re-route request happened |
| Routed | int | 1 if the task was routed to a target like an agent, queue or label |
| RouterCallKey | int | Together with RouterCallKeyDay the unique identification of a contact |
| RouterCallKeyDay | int | Together with RouterCallKey the unique identification of a contact |
| SourceAgentID | int | ID of agent, where the task was transferred from |
| SourceCallTypeID | int | ID of call type, where the task was transferred from |
| Sequence | int | Number of the sequence for the route request |
| ShortCall | smallint | 1 if the task has been ended by the caller before the Short Call threshold (default 5 seconds) |
| StartDateTime | datetime | Date and start time for the route request |
| StartIntervalTime | datetime | Date and interval time (15/30 min.) for the start of the route request |
| TCDRecoveryKey | varchar(40) | Unique idendity of call segment within UCCE (row), can be used to join ECC-variables |
| Terminated | smallint | 1 if the task has been deliberately terminated in the script by the system (e.g. after announcements or in the event of a fault) |
| TotalCompleted | smallint | 1 if the task has been completed (Answered, Abandoned, ShortCall, Forwarded, Terminated, Lost oder Fault) |
| WaitTime | int | Waiting time in seconds from searching for an agent until the task has been answered or ended |