DataBase


QUEUE_LOG_REPO

 

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 caller's position in the queue when they hungup, the origposition is the original position the caller was when they first entered the queue, and the waittime is how long the call had been waiting in the
queue at the time of disconnect.

position

origposition

waittime





COMPLETEAGENT

The caller was connected to an agent, and the call was terminated normally 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 origposition.



holdtime

calltime

origposition

N/A

N/A

COMPLETECALLER

The caller was connected to an agent, and the call was terminated normally by the caller. 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 origposition.



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 unique 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 placed 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 when they hungup, the origposition is the original position the
caller was when they first entered the queue, and the waittime is how long the call had been waiting in the queue at the time of disconnect.

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 the 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 the 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 unpause



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 seconds when unbreak.

motive

comment

breaktime

N/A

N/A

 OUTCALL

Call for out call, status of the ended call, duration in seconds since answered, 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 how 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.

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

 


CDR_REPO

 

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.

  • 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.


SMS_REPO

 

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 


WEBCHAT_LOG_REPO

 

Events

Evento

Descripcion

data1

data2

data3

data4

data5

ABANDON

El cliente abandonó en una cola antes que lo atendieran. position es donde estaba en el momento de cortar, origposition es en la posición que entro inicialmente, waittime es el tiempo que espero hasta cortar.

position

origposition

waittime

email



COMPLETEAGENT

El que solicito fue conectado a un agente, y el chat fue terminado normalmente por el agente. El holdtime del agente y la duración de la llamada son guardadas al igual que la posición inicial donde entró la llamada a la cola.



holdtime

chattime

origposition

messageqt

N/A

COMPLETECALLER

El que llamó fue conectado a un agente, y el webchat fue terminado normalmente por el que llamó. El holdtime del agente y la duración del webchat son guardadas al igual que la posición inicial donde entro 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 espero en ser atendido, nombre del agente que atendió la llamada.



holdtime

agent

email

N/A

N/A

ENTERQUEUE

Entro un webchat a la cola

name

email

phonenumber

N/A

N/A

REENTERQUEUE

A chat was restored when server was started

name

email

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)

email

name







MAXQUEUE

Number of active chats for that campaign (waiting and attended) overflows the established value in Max Chats. (data1 and data2 will be saved only if existing data)

email

name







TRANSFERRED

The interaction was tranferred from an agent to another. 'From' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to







ATTENDED

The interaction was attended by the agent

from

to







STARTCALL

 

 

 

 

 

 

ENDCALL

 

 

 

 

 

 

STARTVIDEOCALL

 

 

 

 

 

 

ENDVIDEOCALL

 

 

 

 

 

 


SMS_LOG_REPO

 

Events

Event

Description

data1

data2

data3

data4

data5

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. Agent's Holdtime and call duration data get saved as well as the initial position when the interaction entered the queue. 

holdtime

chattime

origposition

messageqt

N/A

CONNECT

SMS interaction got connected to an agent. Waiting time, agent that attended 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.

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' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to







ATTENDED

The interaction was attended by the agent

from

to








EMAIL_LOG_REPO

 

Events

Event

Description

data1

data2

data3

data4

data5

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. Agent's Holdtime and call duration data get saved as well as the initial position when the interaction entered the queue. 

holdtime

chattime

origposittion

messageqt

N/A

CONNECT

Email interaction got connected to an agent. Waiting time, agent that attended 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 because 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 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

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' indicates the agent's name that transfered the interaction and 'To' represents to whom 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 interaction is not generated. Email address, subject and email email_id (that 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’s address

 

 

 

 

NEWEMAILAGENT

The agent sent a new email while interaction was opened

client’s address

 

 

 

 


TWITTER_LOG_REPO

 

Events

Event

Description

data1

data2

data3

data4

data5

Event

Description

data1

data2

data3

data4

data5

COMPLETEAGENT

Cient's interaction was attended and finished normally by an agent. Agent's Holdtime and call duration data get saved as well as the initial position 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, the 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 because 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' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to







ATTENDED

The interaction was attended by the agent

from

to







 


MESSENGER_LOG_REPO

 

Events

Event

Description

data1

data2

data3

data4

data5

Event

Description

data1

data2

data3

data4

data5

COMPLETEAGENT

Cient's interaction was attended and finished normally by an agent. Agent's Holdtime and call duration data get saved as well as the initial position when the interaction entered the queue

holdtime

chattime

origposittion

messageqt

N/A

CONNECT

Messenger 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, the 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 because its a holiday day

address

message







TRANSFERRED

The interaction was tranferred from an agent to another. 'From' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to







ATTENDED

The interaction was attended by the agent

from

to








FACEBOOK_LOG_REPO

 

Events

Event

Description

data1

data2

data3

data4

data5

Event

Description

data1

data2

data3

data4

data5

COMPLETEAGENT

Cient's interaction was attended and finished normally by an agent. Agent's Holdtime and call duration data get saved as well as the initial position 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, the 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 because 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' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to







ATTENDED

The interaction was attended by the agent

from

to








TAGS

 

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.


SIPCHAT

 

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)


AUDITORY

 

System auditory.

Parameter details

  • id: Automatic.

  • datetime: Of the event.

  • userid: User.

  • host: Source ip address.

  • action: Action.


BLACK_LIST_HISTORY

 

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.


DIALERS

 

To Load dialers directly on the database you have first to insert the calls_spool and then the dialer_base, check that there is no other active list for this campaign or insert inactive.



CALLS_SPOOL

 

Parameter details

  • campaign: Dialer campaign.

  • destination: Phone to dial.

  • status: Status (1 ready, 0 in progress, 3 black list blocked).

  • 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 > 1 so the smaller values are executed first).

  • agentphone: For progressive this is the agent extension  .


DIALER_BASE

 

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