FACT_INBOUND_HANDLED
Definition
Contact Center Inbound key data for answered tasks (ACD & MR) on a historical basis per task
Main data source: Termination_Call_Detail
Field description
| Field name | Type | Description |
|---|---|---|
| AgentDisconnected | smallint | 1 if the call was ended by the agent after answering it, 0 if the caller hung up or unknown (only measurable when using CVP as the routing client) |
| AgentID | int | ID of agent |
| CallTypeID | int | ID of call type |
| DestinationAgentID | int | ID of agent, where the task was transferred to |
| DestinationAnswered | int | 1 if the transferred task has been answered by the destination agent |
| DestinationCallTypeID | int | ID of call type, where the task was transferred to |
| DestinationNumber | int | Phone number, where the call was transferred to |
| DestinationUnanswered | int | 1 if the transferred task has not been answered by the destination |
| DestinationUnknown | int | 1 if ist unknown, if the transferred task has been answered by the destination (out of control from the Contact Center) |
| EndDateTime | datetime | Date and end time of the wrap-up stage for the task |
| 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) |
| Hold | smallint | 1 if the task was placed on hold at least once |
| HoldTime | int | Time in seconds which the task is on hold at the agent (e.g. for queries) |
| LocationID | int | ID of the assigned geo-location |
| PrimaryQ | int | 1 if the task was answered from one of the assigned primary queues for this call type |
| RecoveryKey | varchar(40) | Unique idendity of call segment within UCCE (row), can be used to join ECC-variables |
| RingTime | int | Time in seconds which the task is presented to the agent before answering |
| SkillGroupID | int | ID of the skill group (queue) from which the contact was assigned. With Precision Routing the ID of the Precision Queue + 900000. |
| TalkTime | int | Time in seconds which the task is active at the agent (call duration without hold time) |
| Transferred | smallint | 1 if the task was forwarded after being answered by an agent |
| WrapupData | varchar(40) | Task classification which was set by the agent in the wrap-up stage |
| WrapupTime | int | Time in seconds which the task is in the wrap-up stage at the agent (after active task until agent is available again) |