Interaction stats

guid

Guid

Unique interaction ID

start_date

Start date

Interaction start date

end_date

End date

Interaction end date

channel

Interaction channel

Interaction channel: it can be email, SMS, Webchat, messenger or Facebook

clientname

Client name

Client name

clientid

Client ID

Client ID

abandon

Abandon

Indicates if the interaction was abandoned or not. It only applies to Webchat

holdtime

Hold time

Interaction hold time: from when it entered the queue until it got attended

(attended date - start date)

duration

Duration

Interaction duration: from when it entered the queue until it finished

(end date - start date)

attentionTime

Attention time

Interaction attention time: from when it was attended until it finished

(end date - attended date)

direction

Direction

It indicates if the interaction was created with a client’s message or if it was started by an agent: it can be inbound or outbound

in

Number of inbound messages

Number of the interaction’s inbound messages

out

Number of outbound messages

Number of the interaction’s outbound messages

dateAttended

Attended date

Interaction attended date

dateAttendedAgent

Attended by agent date

Interaction attended by agent date. If a bot attends the interaction, dateAttended will have value, and dateAttendedAgent won't

dateFirstResponse

First response date

First response date, from the first outbound message

art

ART

Average agent’s answer time. The first message is not taken into account for the calculation.

firstResponseTime

First response time

First response time, from when the interaction got into the queue until the first message is sent

(first response date - start date)

campaign

Campaign

Interaction campaign name

agent

Agent name

Name of the agent that attended the interaction

subject

Email subject

Interaction email subject: it only applies to email interactions

finishedbyclient

Finished by client

It indicates if the interaction was finished by the client or not, it only applies to Webchat

data

Data

Interaction personalized information. It is defined with the method UC_SetInteractionData in the IntegraFramework. It admits an object of type JSON

sentimentClientAvg

Client Average Sentiment

Average sentiment analysis of client messages

sentimentAgentAvg

Agent Average Sentiment

Average sentiment analysis of agent messages

sentimentInteractionAvg

Interaction Average Sentiment

Average sentiment analysis of interaction messages

sentimentClientMedian

Client Median Sentiment

Median sentiment analysis of client messages

sentimentAgentMedian

Agent Median Sentiment

Median sentiment analysis of agent messages

sentimentInteractionMedian

Sentiment Median Sentiment

Median sentiment analysis of interaction messages

transferredToExternal

External transfers

Indicates if the call was transferred to an external number.

virtualHold

Virtual hold

Indicates if the call entered virtual hold.

ringtime

Ring time

Time of outbound call until is answered by the client.