Activity-data index
Field name Description
| AgentDisplayName | Name of the agent that answered the conversation the last time. |
| AgentId | Id of the agent that answered the conversation the last time. |
| AnswerTimeInMilliseconds | The answer time is based on the answered calls and is calculated from when a call is initially queued until the first ConversationEventType.AgentJoined event. |
| CallbackWaitingTimeInMilliseconds | Duration of the callback waiting time expressed in milliseconds. |
| CalledAddress | Person or device that receives the communication aka B-number. This could be a phone number, mail address or chat extension. |
| CallerAddress | Person or device that initiates a communication aka A-number. This could be a phone number, mail address or chat extension. |
| ConversationId | Id of the conversation. |
| Direction | The direction of the conversation (Inbound, Outbound). |
| DurationInMilliseconds | Duration of call in milliseconds. Measured from the ConversationEventType.Created event, until the ConversationEventType.Ended |
| EndTimeUtc | The time when the conversation ended in UTC. |
| IsFailover | Has this conversation failed into another queue. |
| FirstAnswerAgentDisplayName | Name of the agent that answered the conversation the first time. |
| FirstAnswerAgentId | Id of the agent that answered the conversation the first time. |
| FirstAnswerTimeUtc | The time when the conversation was first answered by an agent in UTC. |
| FirstQueueDisplayName | Name of the queue the conversation joined the first time. |
| FirstQueueId | Id of the queue the conversation joined the first time. |
| InitialWaitingDurationInMilliseconds | Initial waiting time until answered the first time. Measured from the ConversationEventType.Created event until the first ConversationEventType.AgentJoined event. |
| InitialWaitingInQueueDurationInMilliseconds | Initial waiting in queue until answered the first time. |
| IvrDigits | The IVR digits entered. |
| LastQueueDisplayName | Name of the queue the conversation joined the last time. |
| LastQueueId | Id of the queue the conversation joined the last time. |
| MediaType | The media type of the conversation (Chat, Email, Voice, VoiceCallback). This property comes from the ConversationCreatedEvent, but can be updated if a callback is ordered. |
| OnHoldDurationInMilliseconds | Total time spent on hold. |
| ReasonCodes | Comma separated list of reason codes. |
| ReasonCodesSetAtUtc | The time when the agent created the reason codes for this conversation for the last time. |
| Recorded | True if conversation has been recorded. |
| Result | The result of the conversation (Missed, Answered, Failover, Transferred) |
| StartTimeUtc | The time when the conversation was created. |
| SupervisorDisplayName | The name of the first supervisor that monitored this conversation. |
| SupervisorEmail | The email of the first supervisor that monitored this conversation. |
| Supervisorld | The ID of the first supervisor that monitored this conversation. |
| TalkTimeInMilliseconds | Amount of time the agent was talking with the caller expressed in milliseconds. Measured calculating all the time lapses between ConversationEventType.AgentJoined and ConversationEventType.AgentLeft events. |
| TransferredToAddressType | Transferred address type. This property is set if conversation is transferred to a non-agent or non-receptionist. Property is null if conversation has been transferred to an agent/receptionist or there isn't a conversation transfer. |
| TransferToAddress | Transfer endpoint address. This property is set if conversation is transferred to a non-agent or non-receptionist. Property is null if conversation has been transferred to an agent/receptionist or there isn't a conversation transfer. |
| TransferToName | Name of the transferred participant if obtained. This property is set if conversation is transferred to a non-agent or non-receptionist. Property is null if conversation has been transferred to an agent/receptionist or there isn't a conversation transfer. |
| IsTransferredToAgent | Boolean representing if the conversation was transferred to an agent. |
| IsTransferredToQueue | Boolean representing if the conversation was transferred to a queue. |
| WaitingTimeInMilliseconds | Amount of time the call has been queued in milliseconds. Measured adding the time-lapses a call has been in a queue, all time lapses between ConversationEventType.JoinedQueue and ConversationEventType.LeftQueue events |
Conversation-event index
Field name Description
| AgentId |
Id of the agent forming part of this event. |
| AgentDisplayName | Name of the agent forming part of this event. |
| AgentEmail | Email of the agent forming part of this event. |
| Direction | The direction of the conversation (Inbound, Outbound). |
| ConversationEventType | The event type (Accepted, AgentInvite, AgentInviteFailed, AgentJoined, AgentLeft, AgentTransfer, AgentTransferTimeout, CallbackActivated, CallbackCanceled, CallbackOrdered, CallbackPostponed, CampCanceled, Camped, CampFailed, CampTimeout, CampWithdrawn, Created, Ended, Held, InvitationAccepted, JoinedQueue, LeftQueue, OfferAccepted, Offered, OfferRejected, OfferTimeout, Parked, ParkRetrieved, QueueTransfer, RemotePartyInvited, RemotePartyInviteFailed, RemotePartyJoined, RemotePartyLeft, Resumed, StartedHandling, StoppedHandling, SupervisorJoined, SupervisorLeft, TransferFailed, Transferred, Transferring, TransferTimeout, TransferWithdrawn) |
| ConversationId | Id of the conversation. |
| Result | The result of the conversation (Missed, Answered, Failover, Transferred). |
| EventDurationInMilliseconds | Duration of the event expressed in milliseconds |
| IsFailover | Boolean representing if the ConversationEventType.LeftQueue event was due to failover |
| QueueId | The id of the queue |
| QueueName | The name of the queue |
| QueueLength | The length of the queue when the conversation joined. |
| SequenceNumber | The sequence number of this event in the collection of events corresponding to the same conversation. |
| ServiceGoalInSeconds | The queue's service goal expressed in seconds. |
| StartTimeUtc | The time when the event started. |
| SupervisorEmail | Email of the supervisor. |
| SupervisorId | Id of the supervisor. |
| SupervisorDisplayName | Name of the supervisor. |
| TotalDurationInMilliseconds | Duration of this conversation in milliseconds. Measured from the start from the conversation until the end. |