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Call Trace
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Call Trace
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Source Table | Column Name | Display Name | Display Type | Description | Platform |
|---|---|---|---|---|---|
AECallTrace | CallID | Call ID | varchar (38) (null) | Call ID is applicable for internal contact reference to trace activities. For example, to track the traversal from contact selection to Reschedule/ Reports. | All |
AECallTrace | CampaignGroup | Campaign Group | nvarchar (64) (null) | This is the campaign group to which a campaign is mapped. | All |
AECallTrace | CampaignID | Campaign ID | nvarchar (64) (null) | This is the campaign name. For example, Collection. | All |
AECallTrace | GloballistID | Globallist ID | bigint (null) | This is the running serial number for every global list uploaded into the system. | All |
AECallTrace | ContactID | Contact ID | int (null) | A unique identifier for a contact in a campaign. | All |
AECallTrace | ListID | List ID | int (null) | This is the running serial number generated during contact upload into a campaign. | All |
AECallTrace | ContactStrategyName | Contact Strategy Name | nvarchar (64) (null) | The contact strategy applied for current attempt. | All |
AECallTrace | CSSConditionID | CSS ConditionID | int (null) | Internal ID for the CSS condition used during selection of the contact. | All |
AECallTrace | InsertedTime | Inserted Time | datetime (null) | The date and time this record was inserted into the reporting database. | All |
AECallTrace | ConversationEndtime | Conversation Endtime | datetime (null) | This is the time when the conversation has ended. | All |
AECallTrace | ModeID | Mode ID | int (null) | This is the contact mode ID for the contact. | All |
AECallTrace | OutcomeID | Outcome ID | int (null) | The call outcome set by the dialer or the agent for the contact. It can be Telephony outcome or Business outcome | All |
AECallTrace | ConnectedAgent | Connected Agent | nvarchar (64) (null) | This denotes the agent name who handled the call attempt. | All |
AECallTrace | PacingMode | PacingMode | int (null) | The dialing mode field populates the values that shows the campaign mode for the call. | All |
The following pacing modes are applicable for Cisco CCE and Cisco CCX | Cisco CCE, Cisco CCX | ||||
1 for Predictive Only | |||||
2 for Predictive Blended | |||||
3 for Preview Only | |||||
4 for Preview Blended | |||||
5 for Progressive Only | |||||
6 for Progressive Blended | |||||
7 for Direct preview Only | |||||
8 for Direct preview Blended. | |||||
For other platforms, the value is -1. | |||||
AECallTrace | TargetAmount | Target Amount | float (null) | This is the value set as the achieved target for specific business outcome in this attempt. | All |
AECallTrace | AgentComment | Agent Comment | nvarchar (4000) (null) | The agent enters comments for the contact during this call. | All |
AECallTrace | ChannelType | Channel Type | int (null) | This is the channel type. | All |
1 for SMS, 2 for VOICE, 3 for EMAIL, 4 for CPAAS, and 0 for IVR. | |||||
AECallTrace RPT_AEC_CustCallACtivities | DialerResultReceivedTime | Dialer Result Received Time | datetime (null) | This is the time at which the call attempt is recorded at HDS Database for Cisco UCCE. Specifies the timestamp when the dialer result was received from the dialer platform.
| All |
AECallTrace | ChildListID | Child ListID | int (null) | This is the ID assigned when contacts are appended to an already uploaded list. | All |
AECallTrace | DeliveredType | Delivered Type | varchar (32) (null) | This represents the nature of the contact delivery type to the dialer. The possible values are: | All |
Regular | |||||
Non-PEWC Regular | |||||
Callback | |||||
AEM | |||||
AECallTrace | CallType | Call Type | int (null) | It describes the call type. The possible values are: | All |
0 – Open | |||||
1 – Callback | |||||
2– AEM | |||||
AECallTrace | LCMKey | LCMKey | varchar (128) (null) | The account number is the unique number created for the contact at the time of contact delivery to the dialer. It contains seven unique identity values denoting campaign ID, contact ID, etc with a pipe separator. | All |
AECallTrace | ActualDeliveryTime | ActualDeliveryTime | datetime (null) | The time at which the contact is actually delivered to the dialer. | All |
RPT_AEC_CustCallActivities | AgentInteractionDuration | Agent Interaction Duration | int | Represents the total duration (in seconds or milliseconds) of the live interaction between the agent and the customer during a call session. | All |
AECallTrace | CallReserveDuration | CallReserveDuration | int (null) | The application reserves the agent for a call duration (in milliseconds). In preview mode, this encompasses the time of the last preview, dialing, performing CPA, and transferring the customer call to the agent. In predictive mode, if the reserved agent gets disconnected before connecting to a customer, this value is NULL, as the agent is not yet associated with the customer. In such cases, the HoldTime of the corresponding Termination Call Detail record will indicate the agent reservation time. | Cisco CCE |
AECallTrace | CallBackRequestedBy | CallBackRequestedBy | nvarchar (64) (null) | This represents the agent ID of the agent who registers the Callback request. | All |
AECallTrace | CallbackRegisteredType | CallbackRegisteredType | int (null) | At the time of callback registration, an agent determines the nature of the callback . The possible values are: | All |
CallType =2 then 'Agent Executive Mapping' | |||||
CallType = 1 and ScheduledAgent <> 'LCM' – PCB (Personal Callback) | |||||
CallType = 1 and ScheduledAgent = 'LCM' – NCB (Normal Callback) | |||||
AECallTrace | CallBackAttemptType | CallBackAttemptType | varchar (4) (null) | "The call type at the time of dialing attempt. The possible values are: CallBackAttemptType='PCB' then 'Personal Callback' CallBackAttemptType='NCB' then 'Normal Callback'" | All |
AECallTrace | RunningCycleCount | RunningCycleCount | int (null) | When cycle strategy is used, this field contains the current cycle number. For example, if the contact iteration cycle is in the second cycle, this field contains 2 in it. | All |
AECallTrace | RunningCycleCompleted | RunningCycleCompleted | bit (null) | Flag to indicate completion of current cycle, that is, all modes are dialed out. | All |
AECallTrace | CurrentLeadScore | Current LeadScore | int (null) | The agent assigns a lead score value. | All |
AECallTrace | DialerReferenceID | Dialer Reference ID | varchar (64) (null) | The dialer platform generates this contact ID or Call ID. It includes dialer-specific fields. | All |
Avaya POM: The autogenerated ID assigned by POM in the pimSessionID of the EnrichedAttemptEvent. | |||||
Cisco CCE: The value in the Call GUID field in the dialer table. | |||||
Amazon Connect: This is the Call UUID (Universal Unique Identifier) generated by the dialer. | |||||
Twilio Flex: This is the CallSID generated by the dialer. | |||||
Nice CXone: The NICE Contact ID generated by the Nice CXone application. | |||||
OBD_CallActivity | ContactNature | Contact Nature | varchar (64) (null) | Contact nature for the attempt. Possible values are Fresh, Rescheduled, Normal Callback, Personal Callback, AEM-Fresh, AEM-Rescheduled, AEM-Callback, Fresh-Moment, or AEM-Fresh-Moment | All |
AECallTrace | IdentityAuthenticationEnabled | Identity Authentication Enabled | bit (null) | This denotes whether the IdentityAuthenticationEnabled field is enabled or disabled for the contact. | All |
AECallTrace | IdentityAuthenticationSuccess | Identity Authentication Success | bit (null) | This defines whether identity authentication is success or not. | All |
AECallTrace | CallPreviewDuration | Call Preview Duration | int (null) | The time taken by an agent to preview a call and either accept, skip, or reject (close) the contact. | All |
AECallTrace | CallRescheduledTime | Call Rescheduled Time | datetime (null) | This denotes the next scheduled date and time for the scheduled callback. | All |
AECallTrace | NextScheduleModeId | Next Schedule ModeId | int (null) | This denotes the mode of the scheduled callback. | All |
AECallTrace | TotalPrimaryAuth | Total Primary Authentication | int (null) | Total number of request sent to the identity authentication service to get make-call authentication (pre-call authentication) from customer, before delivering to dialer for a single contact. Request is initiated from the system (feed engine). | All |
AECallTrace | VerifiedPrimaryAuth | Verified Primary Authentication | int (null) | Total number of customer response from the identity authentication service for request sent for calling authentication (pre-call authentication). Request is initiated from the system (feed engine). | All |
AECallTrace | TotalSecondaryAuth | Total Secondary Authentication | int (null) | Total number of requests sent to the identity authentication service to get authentication for each identity from customer, during the call (on-call authentication). Request is initiated from the agent. | All |
AECallTrace | VerifiedSecondaryAuth | Verified Secondary Authentication | int (null) | Total number of customer response from “identity authentication service” for each request sent for each identity, during the call (on-call authentication). Request is initiated from the agent. | All |
RPT_AEC_CustCallActivities | DisconnectedBy | Disconnected By | varchar (20) (null) | The entity that disconnected the call. The possible values are Customer: 1. Agent 2. AbandonedDisconnect (abandoned by Campaign Manager for lack of agent): | Amazon Connect |
TimeoutAbandoned (abandoned by application if no agent can be found within the configured wait time) | |||||
WatchDog (when contacts are stuck in the application for some technical reasons, the watchdog disconnects these calls). | |||||
RPT_AEC_CustCallActivities | TenantID | TenantID | int (null) | Unique ID of the Tenant | All |
RPT_AEC_CustCallActivities | SubTenantID | SubTenantID | int (null) | Unique ID of the Sub Tenant | All |
RPT_AEC_CustCallActivities | CallDirection | Call Direction | varchar (16) (null) | Denotes the direction of the call | Amazon Connect |
AECallTrace | ACWDuration | ACW Duration | int (null) | The time taken by the agent to complete the after-call work (ACW). | All |
AECallTrace | ACWEndTimestamp | ACW EndTimestamp | DateTime (null) | Shows the time when ACW ended. | All |
AECallTrace | ACWStartTimestamp | ACW Start Timestamp | DateTime (null) | Shows the time when ACW started. | All |
AECallTrace | Attempt | Attempt | bit (null) | Shows whether an attempt was made to contact. | All |
AECallTrace | QueueDuration | Queue Duration | int (null) | Specifies how long the customer call was in Queue. | All |
AECallTrace | CampaignCategoryName | Campaign Category Name | int (null) | Name of the campaign Category. | All |
AECallTrace | CustomerHoldDuration | Customer Hold Duration | int (null) | Specifies how long the call is on hold. | All |
AECallTrace | SMSTransactionCount | SMS Transaction Count | int (null) | Specifies the number of SMS transactions. | All |
AECallTrace | AgentConnectionAttempts | Agent Connection Attempts | int (null) | The total number of times an agent attempted to connect with a contact for a single call attempt. | All |
AECallTrace | AmzConnectContactID | Amz Connect Contactid | nvarchar(64) | This field represents the unique contact identifier generated by Amazon Connect for each call or contact session. | Amazon Connect |
OBD_AgentList | AgentName | Agent Name | nvarchar(64) | Represents the name of the agent who handled the call. | All |
RPT_AEC_CustCallActivities | AnsweredDateTime | Answered Date Time | datetime | Indicates the exact date and time when the customer answered the call. | All |
RPT_AEC_CustCallActivities | BeepDetected | Beep Detected | bit | Indicates whether a beep sound was detected during the call, typically as part of the Answering Machine Detection (AMD) process. | All |
AECallTrace_Misc | BlockedBy | BlockedBy | nvarchar(128) | Indicates the reason or source that blocked the contact from being dialed or attempted. | All |
AECallTrace_BusinessFields | BusinessField1 to BusinessField30 | Business Field1 to Business Field30 | nvarchar | These are configurable, user-defined fields reserved for business-specific data elements. | All |
RPT_AEC_CustCallActivities | CallConnectedTime | Call Connected Time | datetime | Represents the exact date and time when the call was successfully connected to the customer. | All |
RPT_AEC_CustCallActivities | CallConnectedToAgtTime | Call Connected To Agttime | datetime | Indicates the exact date and time when the customer call was connected to an agent. | All |
RPT_AEC_CustCallActivities | CallMadeType | Call Made Type | varchar(32) | Specifies the method or nature of the outbound call made to the contact. | All |
AECallTrace | ConnectedAGent | CallbackAgentID | nvarchar(64) | Identifies the agent ID who registered the callback request for a contact. | All |
OBD_AGentList | FirstName/LastName | Callback Agentname | nvarchar(64) | Specifies the name of the agent who registered the callback request for the contact. | All |
AECallTrace RPT_AEC_CustcallActivities | CallStartTime | Callstarttime | datetime | Indicates the exact date and time when the call was initiated.
| All |
OBD_ChannelType | ChannelDescription | Channel Description | varchar(32) | Provides a description of the channel used to contact the customer. | All |
OBD_CustomFilters | ConditionString | ConditionString | nvarchar(256) | Represents the logical or rule-based expression used to select or filter contacts for a campaign. | All |
RPT_AEC_CustCallActivities | ConnectedToAgentTimestamp | Connected To Agenttimestamp | datetime | Indicates the exact date and time when the agent was connected to the call. | All |
RPT_AEC_CustCallActivities | ConnectedToSystemTimestamp | Connected To System Timestamp | datetime | Indicates the exact date and time when the call was connected to the system | All |
AECallTrace_BusinessFields | ContactDetail | Contact Detail | nvarchar(256) | Holds descriptive or identifying information about the contact, such as customer name and number. | All |
AECallTrace | CValue | Contact Number | nvarchar(32) | Represents the phone number associated with the contact for call attempts. | All |
AECallTrace | Status | Contact Status | varchar(32) | Indicates the current status of a contact, such as open, close and so on. | All |
OBD_ConactStatusReasons | StatusREason | Contact StatusReason | varchar(64) | Provides a detailed explanation for the current contact status, indicating the specific reason why a contact reached that state. Example, Customer Not Reachable, Call Dropped by Customer and so on. | All |
RPT_AEC_CustCallActivities | ConversationUUID | Conversation UUID | varchar(50), null | Represents the unique identifier assigned to a specific conversation session across systems. | All |
RPT_AEC_CustCallActivities | CPA | CPA | bit | Indicates whether Call Progress Analysis (CPA) was performed during the call attempt. | All |
RPT_AEC_CustCallActivities | CPADateTime | CPA DateTime | Datetime | Indicates the exact date and time when the Call Progress Analysis (CPA) result was determined for a call attempt. | All |
OBD_CustomFilterGroup | CustomFilterGroup | Custom FilterGroup | nvarchar(64) | Specifies the name or label of a custom-defined filter group applied to a set of contacts such as High Priority Customers. | All |
RPT_AEC_CustCallActivities | CustomerEndPoint | Customer End Point | nvarchar(128) | Specifies the destination or address through which the customer is contacted. example, Voice: +1-555-123-4567 Email: [email protected] | All |
RPT_AEC_CustCallActivities | DequeueTimestamp | Dequeue TimeStamp | datetime | Represents the exact date and time when a contact was removed (dequeued) from the call queue for further processing — typically when the call is routed to an available agent, disconnected, timed out, or handled by an IVR system. | All |
AECallTrace_Misc | DeviceID | Device Id | varchar(255), null | Represents the unique identifier of the device used by the customer | All |
AECallTrace_Misc | DialerAgentCallback | Dialer Agent Callback | bit, null | Indicates whether a callback was scheduled by an agent and handled through the dialer system. | All |
RPT_AEC_CustCallActivities | CallOutcome | Dialer Outcome | varchar(64) | Represents the result or status of a contact attempt as determined by the dialer system. Example: Answered, No Answer, Busy. | All |
RPT_AEC_CustCallActivities | DIDReleasedTime | DID Released Time | datetime | Represents the date and time when the DID (Direct Inward Dialing) number, assigned for a call, was released or made available again for reuse by the dialer system. | All |
AECallTrace_Misc | DNCBussField | DNCBussField | nvarchar(128) | Represents a business-defined field for Do Not Call (DNC). | All |
AECallTrace_Misc | DNCBussField | DNCBussField1 | nvarchar(64) | Represents additional business-defined field for Do Not Call (DNC). | All |
AECallTrace | DNCCampaignCategoryName | DNCCampaignCategoryName | varchar(512), null | Indicates the campaign category under which a contact was marked as Do Not Call (DNC). | All |
RPT_AEC_CustCallActivities | EnqueueTimestamp | Enqueue Timestamp | datetime, null | Represents the exact date and time when a contact entered the call queue. | All |
AECallTrace | GlobalFileName | GlobalFileName | nvarchar(128) | Represents the name of the global contact file uploaded into the system that includes the contact record. | All |
AECallTrace_MIsc | IsInbound | Inbound Call | bit | Indicates whether a call is inbound, meaning it was initiated by the customer rather than by the system or agent. | All |
RPT_AEC_CustCallActivities | InitialContactID | Initial Contact Id | int | Represents the initial contact ID associated with the first attempt made to reach a customer. | All |
RPT_AEC_CustCallActivities | InitiationMethod | Initiation Method | varchar(32) | Describes how the contact or call attempt was initiated. | All |
AECallTrace_MIsc | IsWireless | Iswireless | bit (null) | Indicates whether the contact number is a wireless (mobile) number. | All |
OBD_ListInfo | startDate | List Createdat | datetime | Represents the date and time when the contact list was created or uploaded into the system. | All |
OBD_ListInfo | ListStatus | List Status | varchar(32) | Indicates the current status of the contact list, such as Active, Completed, In Progress, or Cancelled. | All |
OBD_Outcome | IsLiveCalloutcome | Live Calloutcome | varchar(64) | Captures the outcome of the live call interaction as set by the agent or system, such as Connected, No Answer, or Transferred. | All |
OBD_Modes | ModeName | Mode Name | varchar(32) | Describes the dialing mode used during the contact attempt, such as Preview, Predictive, Progressive, or Manual. | All |
AECallTrace | OutcomeDescription | Outcome Description | varchar(128) | Provides a human-readable explanation of the outcome assigned to the call, enhancing interpretation of numeric or coded results. | All |
OBD_OutcomeGroup | OutcomeGroup | Outcome Group | varchar(64) | Groups multiple call outcomes under broader business categories like Success, Failure, Callback, or Not Attempted. | All |
OBD_BusinessOutcomeParent | ParentName | Outcome Parentname | varchar(64) | Represents the parent outcome. | All |
AECallTrace_MIsc | OverridePEWCValidation | Override PEWCValidation | bit | Indicates whether the PEWC validation was overridden for this contact. | All |
AECallTrace_MIsc | ActualCValue | Phone Number | nvarchar(32) | The actual telephone number associated with the contact, used for dialing. | All |
RPT_AEC_CustCallActivities | PreviousLeadscore | Previous Leadscore | int (null) | Represents the lead score value assigned to the contact. | All |
RPT_AEC_CustCallActivities | ProfileName | Profile Name | varchar(64) | The name of the profile associated with this contact. Typically used to group contacts under shared characteristics or rules. | All |
AECallTrace | ID | Record Id | nvarchar(64) | A unique identifier assigned to each individual contact record in the system. | All |
RPT_AEC_CustCallActivities | RecordingID | Recording Id | varchar(64) | Unique identifier of the call recording associated with this contact attempt. | All |
OBD_Outcome | RPCType | RPCType | varchar(32) | Indicates the type of Right Party Contact (RPC), such as Direct, Third-party, or Verified Contact. | All |
AECallTrace | ScheduledDeliveryTime | Scheduled Delivery Time | datetime | Specifies the date and time when the contact is scheduled to be delivered to the dialer for an attempt. | All |
AECallTrace_Misc | SFCampaignId | SF Campaign Id | varchar(256) | Represents the Salesforce Campaign ID associated with the contact. | All |
AECallTrace_Misc | SFContactId | SF Contact Id | varchar(256) | The unique Salesforce Contact ID tied to this customer or prospect. | All |
AECallTrace_Misc | SFLeadId | SF Lead Id | varchar(256) | The unique Salesforce Lead ID associated with this record, typically used for lead management and tracking in Salesforce CRM. | All |
AECallTrace_Misc | SFUID | SFUID | varchar(256) | The unique Salesforce User ID of the agent or user associated with this contact in Salesforce. | All |
RPT_AEC_CustCallActivities | SplitRecordFileName | Split Record File Name | nvarchar(128) | The name of the file created when a contact record was split or separated for further processing or exception handling. | All |
RPT_AEC_CustCallActivities | SplitRecordReason | Split Record Reason | varchar(128) | Describes the reason why a contact record was split. | All |
RPT_AEC_CustCallActivities | SplitRecordStatus | Split Record Status | varchar(64) | Indicates the current status of the split record, such as Pending, Resolved, Failed, or Reprocessed. | All |
RPT_AEC_CustCallActivities | SplitRecordingURL | Split Recording URL | nvarchar(256) | The URL link to access the recorded call segment that was split from the main recording, often for QA, review, or compliance. | Amazon Connect (Tethered) |
AECallTrace_Misc | StateLawGroupName | StateLaw GroupName | nvarchar(64), null | Represents the name of the state-level regulatory or compliance group. | All |
AECallTrace_Misc | StatusChangedBy | Status ChangedBy | nvarchar(128) | Indicates the name or ID of the user, agent, or system that changed the contact's status. | All |
RPT_AEC_CustCallActivities | TransferCompletedTimestamp | Transfer Completed Timestamp | datetime | The exact date and time when a call transfer was successfully completed. | All |
RPT_AEC_CustCallActivities | TransferredToEndpoint | Transferred To Endpoint | nvarchar(128) | Specifies the destination endpoint or target (agent ID, queue, or phone number) to which the call was transferred. | All |
OBD_HD_UploadHistory | UploadTime | Upload Time | datetime | Represents the date and time when the contact record was uploaded to the system. | All |
RPT_AEC_CustCallActivities | WSCPassUUID | WSC Pass UUID | nvarchar(64) | A unique identifier generated during a successful WSC (Web Self-Care) pass or session. | All |
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