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These are some important tables that can be used on reports. Database: c= crepo
Information of the queue calls state of campaigns input or output.
Parameter details
origid: Original id (can be repetead).
datetime: Datetime of the event.
callid: The call id.
queuename: Campaign name.
event: Check event list.
data a data5: Depends on the event.
Events
Event |
Description |
data1 |
data2 |
data3 |
data4 |
data5 |
AGENTLOGIN |
Agent Login. |
N/A |
N/A |
N/A |
N/A |
N/A |
AGENTLOGOFF |
Agent logoff. Seconds logged in. |
logintime |
N/A |
|
[automatic] |
N/A |
ABANDON |
The caller abandoned their position in the queue. The position is the ca=
ller's position in the queue when they hungup, the origposition is the orig=
inal position the caller was when they first entered the queue, and the wai=
ttime is how long the call had been waiting in the |
position |
origposition |
waittime |
|
|
COMPLETEAGENT |
The caller was connected to an agent, and the call was terminated normal= ly by the agent. The caller's hold time and the length of the call are both= recorded. The caller's original position in the queue is recorded in origp= osition. |
holdtime |
calltime |
origposition |
N/A |
N/A |
COMPLETECALLER |
The caller was connected to an agent, and the call was terminated normal= ly by the caller. The caller's hold time and the length of the call are bot= h recorded. The caller's original position in the queue is recorded in orig= position. |
holdtime |
calltime |
origposition |
N/A |
N/A |
CONNECT |
The caller was connected to an agent. Hold time represents the amount of= time the caller was on hold. The bridged channel unique ID contains the un= ique ID of the queue member channel that is taking the call. This is useful= when trying to link recording filenames to a particular call in the queue.= |
holdtime |
bridgedchanneluniqueid |
ringtime |
N/A |
N/A |
ENTERQUEUE |
A call has entered the queue. URL (if specified) and Caller*ID are place= d in the log. |
N/A |
callerid |
|
N/A |
N/A |
EXITEMPTY |
The caller was exited from the queue forcefully because the queue had no=
reachable members and it's configured to do that to callers when there are=
no reachable members. The position is the caller's position in the queue w=
hen they hungup, the origposition is the original position the |
position |
origposition |
waittime |
N/A |
N/A |
EXITWITHKEY |
The caller elected to use a menu key to exit the queue. The key and the = caller's position in the queue are recorded. |
key |
position |
origposition |
waittime |
N/A |
EXITWITHTIMEOUT |
The caller was on hold too long and the timeout expired. The position in= the queue when the timeout step is recorder as the position entered and th= e amount of time I hope. |
position |
origposition |
waittime |
N/A |
N/A |
RINGNOANSWER |
After trying for ringtime ms to connect to the available queue member th= e attempt ended without the member picking up the call. |
ringtime |
N/A |
N/A |
N/A |
N/A |
REALPAUSE/REALUNPAUSE |
The Agent was change to Pause or Unpause pausetime: time in seconds on u= npause |
pausetime |
N/A |
N/A |
N/A |
N/A |
UNBREAK/BREAK |
Break with motive(descanso), have account that between BREAK and UNBREAK= motive: BATHROOM, TRAINING, LUNCH, PERSONAL, OTHER. on breaktime in second= s when unbreak. |
motive |
comment |
breaktime |
N/A |
N/A |
OUTCALL |
Call for out call, status of the ended call, duration in seconds since a= nswered, total time in seconds, dialed number and unique id. |
dialstatus |
duration |
totaltime |
dialednumber |
guid |
PAUSE/UNPAUSE |
Telephony Pause per campaign. We do not use in reports. |
|
|
|
|
|
PAUSEALL/UNPAUSEALL |
Telephony When Paused on all campaigns. We do not use in reports. |
|
|
|
|
|
ATTENDEDTRANSFER BLINDTRANSFER TRANSFER |
Completed Call by Agent Until Transfered |
extension |
context |
holdtime |
calltime |
origposition |
HOLD |
Agent put call on hold |
channel |
calleridname |
calleridnum |
connectedlinename |
connectedlinenum |
UNHOLD |
Agent unhold the call, this event can be missing if call is hang before = unhold by the agent |
channel |
calleridname |
calleridnum |
connectedlinename |
connectedlinenum |
FINISHWRAPUP |
If an agent finish wrapup before its time this event rises to tell you h= ow much time left he had |
timeleft |
|
|
|
|
ADDMEMBER |
A member was added to the queue. |
N/A |
N/A |
N/A |
N/A |
N/A |
AGENTDUMP |
The agent dumped the caller while listening to the queue announcement.= p> |
N/A |
N/A |
N/A |
N/A |
N/A |
CREATEDQUEUE |
A new queue was created |
N/A |
N/A |
N/A |
N/A |
N/A |
QUEUESTART |
The queueing system has been started for the first time this session. |
N/A |
N/A |
N/A |
N/A |
N/A |
REMOVEMEMBER |
A queue member was removed from the queue. |
N/A |
N/A |
N/A |
N/A |
N/A |
Call Detail Record.
Parameter details
calldate: Start date of the call.
clid: Callerid complete name and number.
src: Source.
dst: Destination.
dcontext: Destination context.
channel: Source channel.
dstchannel: Destination channel.
lastapp: Last workflow activity.
duration: Total duration.
billsec: Duration from answered.
disposition: Resut of the call.
amaflags: Not used.
accountcode: Agent name or other.
userfield: Where we tag the record.
uniqueid: Call id.
type: If was recorded.
guid: Unique id and recording name.
causecode: Code of the provider when the call finish.= p>
campaign: Campaign name.
charged_balance: For virtual pbx billing.
real_balance: For virtual pbx billing.
note: For billing.
contact: Id of the dialer contact.
finishtime: If configured Tagging recording this is the= date/time of finish adding disposition code.
rating: Mean of the quality .
dialerbase: Name of the dialer base.
Text messages.
Parameter details
id: Unique id.
idm: Depends on the API used.
campaign: Campaign.
dateprocessed: Date of sent or arrival.
direction: I o O (inbound or outbound).
callerid: Source or origen.
message: Short text message.
agent: Agent.
smsbase: Dialer base.
result: Depends on the API.
readsms: si fue leido
sessionid: guid para session con agente
Events
Evento |
Descripcion |
data1 |
data2 |
data3 |
data4 |
data5 |
ABANDON |
El cliente abandon=C3=B3 en una cola antes que lo atendieran. position e= s donde estaba en el momento de cortar, origposition es en la posici=C3=B3n= que entro inicialmente, waittime es el tiempo que espero hasta cortar. = |
position |
origposition |
waittime |
|
|
COMPLETEAGENT |
El que solicito fue conectado a un agente, y el chat fue terminado norma= lmente por el agente. El holdtime del agente y la duraci=C3=B3n de la llama= da son guardadas al igual que la posici=C3=B3n inicial donde entr=C3=B3 la = llamada a la cola. |
holdtime |
chattime |
origposition |
messageqt |
N/A |
COMPLETECALLER |
El que llam=C3=B3 fue conectado a un agente, y el webchat fue terminado = normalmente por el que llam=C3=B3. El holdtime del agente y la duraci=C3=B3= n del webchat son guardadas al igual que la posici=C3=B3n inicial donde ent= ro el webchat a la cola. |
holdtime |
chattime |
origposition |
messageqt |
N/A |
CONNECT |
El solito el chat fue conectado a un agente, se graba el tiempo que espe= ro en ser atendido, nombre del agente que atendi=C3=B3 la llamada. |
holdtime |
agent |
|
N/A |
N/A |
ENTERQUEUE |
Entro un webchat a la cola |
name |
|
phonenumber |
N/A |
N/A |
REENTERQUEUE |
A chat was restored when server was started |
name |
|
phonenumber |
N/A |
N/A |
TRANSFER |
|
|
|
|
|
|
OUTOFTIME |
El cliente solicito un chat pero la campana no estaba en hora |
|
|
|
|
|
OUTCALL |
Una llamada por web chat fue terminada |
audio/video |
duration |
|
dialednumber |
webchatguid |
NOAGENTS |
The clients starts an interaction but there are no agents available for = that campaign. (data1 and data2 will be saved only if existing data) |
|
name |
|
|
|
MAXQUEUE |
Number of active chats for that campaign (waiting and attended) overflow= s the established value in Max Chats. (data1 and data2 will be saved only i= f existing data) |
|
name |
|
|
|
TRANSFERRED |
The interaction was tranferred from an agent to another. 'From' indicate= s the agent's name that transfered the interaction and 'To' represents to w= hom it was tranfered. |
from |
to |
|
|
|
ATTENDED |
The interaction was attended by the agent |
from |
to |
|
|
|
STARTCALL |
||||||
ENDCALL |
||||||
STARTVIDEOCALL |
||||||
ENDVIDEOCALL |
Events
Event |
Description |
data1 |
data2 |
data3 |
data4 |
data5 |
---|---|---|---|---|---|---|
COMPLETEAGENTOUT |
An interaction started by an agent has finished. |
chattime |
messageqt |
|
|
number |
COMPLETEAGENT |
Cient's interaction was attended and finished normally by an agent. Agen= t's Holdtime and call duration data get saved as well as the initial positi= on when the interaction entered the queue. |
holdtime |
chattime |
origposition |
messageqt |
N/A |
CONNECT |
SMS interaction got connected to an agent. Waiting time, agent that atte= nded the interactin and clients phone number gets saved. |
holtime |
agent |
number |
N/A |
N/A |
ENTERQUEUE |
The clients sends a SMS interaction and because the campaign is on time,= the interaction enters the queue |
number |
N/A |
N/A |
N/A |
N/A |
REENTERQUEUE |
A chat was restored when server was started. |
number |
N/A |
N/A |
N/A |
N/A |
HOLIDAYMESSAGE |
The campaign sends back a SMS explaining the campaign is closed because = its a holiday day |
number |
message |
N/A |
N/A |
N/A |
OUTOFTIME |
The SMS campaign is out of time, the client's phone number gets saved.= p> |
number |
message |
N/A |
N/A |
N/A |
OUTSMS |
Its generated when an agents starts and SMS interaction. |
number |
N/A |
N/A |
N/A |
N/A |
TRANSFERRED |
The interaction was tranferred from an agent to another. 'From' indicate= s the agent's name that transfered the interaction and 'To' represents to w= hom it was tranfered. |
from |
to |
|
|
|
ATTENDED |
The interaction was attended by the agent |
from |
to |
|
|
|
Events
Event |
Description |
data1 |
data2 |
data3 |
data4 |
data5 |
---|---|---|---|---|---|---|
COMPLETEAGENTOUT |
An interaction started by an agent has finished. |
chattime |
messageqt |
adress |
|
|
COMPLETEAGENT |
Cient's interaction was attended and finished normally by an agent. Agen= t's Holdtime and call duration data get saved as well as the initial positi= on when the interaction entered the queue. |
holdtime |
chattime |
origposittion |
messageqt |
N/A |
CONNECT |
Email interaction got connected to an agent. Waiting time, agent that at= tended the interactin and email address gets saved. |
holdtime |
agent |
address |
N/A |
N/A |
HOLIDAYMESSAGE |
The campaign sends back an email explaining the campaign is closed becau= se its a holiday day |
number |
message |
N/A |
N/A |
N/A |
ENTERQUEUE |
The clients sends an email interaction and because the campaign is on ti= me, the interaction enters the queue |
number |
N/A |
N/A |
N/A |
N/A |
REENTERQUEUE |
A chat was restored when server was started. |
number |
N/A |
N/A |
N/A |
N/A |
OUTEMAIL |
Generated when an agents starts an email interaction |
address |
subject |
N/A |
N/A |
N/A |
STARTEMAILDIALER |
Generated when a dialers is executed |
spool length |
N/A |
N/A |
N/A |
N/A |
FINISHEMAILDIALER |
Generated when the dialer finished its process |
spool length |
N/A |
N/A |
N/A |
N/A |
STOPEMAILDIALER |
Generated when the dialer stops |
spool length |
N/A |
N/A |
N/A |
N/A |
TRANSFERRED |
The interaction was tranferred from an agent to another. 'From' indicate= s the agent's name that transfered the interaction and 'To' represents to w= hom it was tranfered. |
from |
to |
|
|
|
ATTENDED |
The interaction was attended by the agent |
from |
to |
|
|
|
BLACKLIST |
It is generated when an incoming email belongs to a blacklist. An intera= ction is not generated. Email address, subject and email email_id (tha= t matches with the email saved in email_repo) is saved. If an agent started the interaction, the agent name is recorded. |
adress |
subject |
email_id |
|
|
FORWARDED |
Forward an interaction's email to another email address |
address forwarded |
subject forwarded |
email_id used to identify unique emails in email_repo |
|
|
NEWEMAILCLIENT |
The client sent a new email while interaction was opened |
client=E2=80=99s address |
||||
NEWEMAILAGENT |
The agent sent a new email while interaction was opened |
client=E2=80=99s address |
Events
Event |
Description |
data1 |
data2 |
data3 |
data4 |
data5 |
---|---|---|---|---|---|---|
COMPLETEAGENT |
Cient's interaction was attended and finished normally by an agent. Agen= t's Holdtime and call duration data get saved as well as the initial positi= on when the interaction entered the queue. |
holdtime |
chatttime |
origposittion |
messageqt |
N/A |
CONNECT |
Twitter interaction got connected to an agent. Waiting time, agent that = attended the interactin and clients Twitter username gets saved. |
holdtime |
agent |
id client |
client username |
|
ENTERQUEUE |
The clients sends an interaction and because the campaign is on time, th= e interaction enters the queue |
address |
subject |
|
|
|
REENTERQUEUE |
A chat was restored when server was started. |
address |
subject |
|
|
|
HOLIDAYMESSAGE |
The campaign sends back an email explaining the campaign is closed becau= se its a holiday day |
address |
message |
|
|
|
OUTTWEET |
Generated when an agents starts a Tweet |
addres |
subject |
|
|
|
TRANSFERRED |
The interaction was tranferred from an agent to another. 'From' indicate= s the agent's name that transfered the interaction and 'To' represents to w= hom it was tranfered. |
from |
to |
|
|
|
ATTENDED |
The interaction was attended by the agent |
from |
to |
|
|
|
Events
Event |
Description |
data1 |
data2 |
data3 |
data4 |
data5 |
---|---|---|---|---|---|---|
COMPLETEAGENT |
Cient's interaction was attended and finished normally by an agent. Agen= t's Holdtime and call duration data get saved as well as the initial positi= on when the interaction entered the queue |
holdtime |
chattime |
origposittion |
messageqt |
N/A |
CONNECT |
Messenger interaction got connected to an agent. Waiting time, agent tha= t attended the interactin and clients Twitter username gets saved. |
holdtime |
agent |
id client |
client username |
|
ENTERQUEUE |
The clients sends an interaction and because the campaign is on time, th= e interaction enters the queue |
address |
message |
|
|
|
REENTERQUEUE |
A chat was restored when server was started. |
address |
message |
|
|
|
HOLIDAYMESSAGE |
The campaign sends back an email explaining the campaign is closed becau= se its a holiday day |
address |
message |
|
|
|
TRANSFERRED |
The interaction was tranferred from an agent to another. 'From' indicate= s the agent's name that transfered the interaction and 'To' represents to w= hom it was tranfered. |
from |
to |
|
|
|
ATTENDED |
The interaction was attended by the agent |
from |
to |
|
|
|
Events
Event |
Description |
data1 |
data2 |
data3 |
data4 |
data5 |
---|---|---|---|---|---|---|
COMPLETEAGENT |
Cient's interaction was attended and finished normally by an agent. Agen= t's Holdtime and call duration data get saved as well as the initial positi= on when the interaction entered the queue |
holdtime |
chattime |
origpossition |
messageqt |
N/A |
CONNECT |
Facebook interaction got connected to an agent. Waiting time, agent that= attended the interactin and clients Twitter username gets saved. |
holtime |
agent |
id client |
client username |
|
ENTERQUEUE |
The clients sends an interaction and because the campaign is on time, th= e interaction enters the queue |
post id |
message |
|
|
|
REENTERQUEUE |
A chat was restored when server was started. |
post id |
message |
|
|
|
HOLIDAYMESSAGE |
The campaign sends back an email explaining the campaign is closed becau= se its a holiday day |
post id |
message |
|
|
|
OUTFACEBOOK |
Generated when a new Facebook post is made by the agent |
post id |
message |
|
|
|
TRANSFERRED |
The interaction was tranferred from an agent to another. 'From' indicate= s the agent's name that transfered the interaction and 'To' represents to w= hom it was tranfered. |
from |
to |
|
|
|
ATTENDED |
The interaction was attended by the agent |
from |
to |
|
|
|
Call tags.
Parameter details
id: Automatic.
datetime: Of the tag.
user: Who tag.
guid: Unique id.
time: Time in seconds of the recording tag.
comment: Of the tag.
Chat between agents and supervisors.
Parameter details
id: Automatic.
datecreated: Of the message.
src: Source.
dest: Destination.
message: Text message.
srcagent: Source agent.
dstagent: Destination agent.
status: Message status (SUCCESS, FAILURE)
System auditory.
Parameter details
id: Automatic.
datetime: Of the event.
userid: User.
host: Source ip address.
action: Action.
Historical of the do not call registry or who tried to enter.
Parameter details
id: Automatic.
calldate: Date time of the intent.
src: Agent.
dst: Inbound or outbound number.
To Load dialers directly on the database you have first to insert the ca= lls_spool and then the dialer_base, check that there is no other active lis= t for this campaign or insert inactive.
Parameter details
campaign: Dialer campaign.
destination: Phone to dial.
status: Status (1 ready, 0 in progress, 3 black list bl= ocked).
data: Variables for workflows and forms.
alternatives: List delimited by : of alternative phones= .
contact: Contact id for the CDR trace.
dialerbase: List name.
priority: Prioridad (9999 usually, never 1 but can be &= gt; 1 so the smaller values are executed first).
agentphone: For progressive this is the agent extension=
.
Parameter details
id: Autogenerated.
campaign: Dialer campaign name.
name: List name.
records: Count of records.
active: If active.
percentage: how many records get from that list in one = run