809 ECE Dept. Event Detail
Definition
Event protocol for cases and activities including user interactions
This report shows one data row for each event that happened in an interaction (Chat or Email) including a summary of all important key data.
Main data source: EGPL_EVENT_HISTORY_CASE_MGMT
Screenshots
Field description
| Field name | Description |
|---|---|
| CreateDateTime | Date and time when the event was created |
| IntervalDateTime | Date and time of the 15 minutes interval when the event was created |
| Date | Date when the event was created |
| IntervalTime | Time of the 15 minutes interval when the event was created |
| IntervalTimeString | Time of the 15 minutes interval when the event was created as string based on database time (without timezone offset) |
| DepartmentID | ID of the department |
| Department | Name of the department |
| EventID | ID of the event |
| IDCase | ID of the case |
| ActivityID | ID of the activity |
| SourceActivity | ID of the activity which this activity is based on (e.g. the incoming email activity which the answer is based on) |
| TopLevelActivityID | ID of the preceding activity in the workflow (e.g. the outgoing email activity of an acknowledgment of receipt) |
| ApplicationID | ID for the type of the activity (1 for Email, 2000 for Chat, etc.) |
| ActivityType | Type of the activity (Chat, Email, etc.) |
| ObjectType | Type of the object which has triggered the event (1 = Activity, 2 = Case) |
| EventType | Where the event originates from (Case oder Activity) |
| ObjectOperation | ID of the event description |
| EventDescription | Text that describes the event (generated by the system) |
| EventDuration | Duration of the event in seconds |
| HandledEvent | 1 if the event originates from the handling at a user |
| ChatRingTime | Ring time of the accepted chat session in seconds |
| ChatHandleTime | Handling time of the chat session in seconds |
| EmailHandleTimeIn | Handling time of the incoming email in seconds |
| EmailHandleTimeOut | Handling time of the outgoing email in seconds |
| QueueID | ID of the queue |
| QueueName | Name of the queue |
| UserID | ID of the user |
| UserName | Name of the user |
| AgentID | ID of the CCE agent |
| AgentName | Name of the CCE agent |
| LanguageID | ID of the language, which was assigned for the activity in the workflow |
| LanguageName | Name of the language, which was assigned for the activity in the workflow |
| Reason | Numerical field with additional information about the event (filled by the system) |
| Reason1 | Numerical field with additional information about the event (filled by the system) |
| Reason2 | Numerical field with additional information about the event (filled by the system) |
| Reason3 | Numerical field with additional information about the event (filled by the system) |
| Reason4 | Text field with additional information about the event (filled by the system) |
| Reason5 | Numerical field with additional information about the event (filled by the system) |