Data Enrichment

S. No

Field

Display Name

Data Type

Description

1

ReservationCallDuration

Reservation Call Duration

int

The call duration (in milliseconds) that Agent was reserved. In preview Mode, this includes the time of the last preview and the time for dialing, performing CPA, and transferring the customer call to the agent. In predictive mode, if the reserved agent gets disconnected even before connecting to a customer, this value is NULL, as the agent is not yet associated with the customer. In such cases, HoldTime of the corresponding Termination Call Detail record will refer to agent reservation time.

2

AgentComments

Agent Comments

string

This call comments entered by the agent for the contact.

3

OverridePEWCValidation

Override PEWC Validation

string

During an interaction, if the customer allows marking the specific contact as non-PEWC call and allow automatic dialing, the agents select the check box to override the PEWC validation for this contact, agent.

4

ChildListID

Child List ID

int

This is the ID assigned when contacts are appended to an already uploaded list.

5

ModeId

Mode ID

int

Mode id is unique ID given for each mode. Modes refer to the method or communication channel used to interact with a customer. Supported channels include voice, email, text message (SMS), and more. Examples of modes are Home Phone, Work Phone, Mobile (Voice), SMS, Email, SIP, or Social Media (WhatsApp, and so on).

6

ActualContactNumber

Actual Contact Number

string

Actual number that is uploaded to dial

7

TenantID

Tenant ID

int

The Tenant ID auto-generated by the application when a new tenant is created.

8

CallBackDateTime

Callback Date Time

datetime

The date and time set for the callback by an agent for the contact. The value should be provided in the format yyyy-MM-dd'T'HH:mm:ss. For example, 2025-01-01T10:30:00

9

CampaignGroupName

Campaign Group Name

string

This allows you to perform integration with the campaign of the partner product ( Dialer specific) or with the Queue (non-dialer specific) to fetch the details.

10

DNCBussField

DNC Business Field

string

Value such as contact's first name or last name, used as a unique business identifier to block the contact from communication via the dialer.

11

CallBackAttemptType

Callback Attempt Type

string

The call type at the time of a dialing attempt. The possible values are NCB and PCB.

12

ContactNumber

Contact Number

string

The contact number that is dialed out. This can also be an Email address in case of a digital channel.

13

TargetAmount

Target Amount

float

This is the value set as the achieved target for specific Business Outcome in this attempt.

14

SFCampaignId

Salesforce Campaign ID

string

The Service Cloud Voice CRM campaign ID through which the contact is imported

15

SkillgroupID

Skill Group ID

int

Agent skill groupID if applicable

16

Status

Status

int

Contact Status whether open or closed

17

GID

Global List ID

int

This is the running serial number for every global list uploaded into the system.

18

ContactTries

Contact Tries

int

The current retry number, that is, dialling attempts made for a contact so far.

19

CallOutcome

Call Outcome

string

The call outcome set by the dialer or the agent for the contact. It can be Telephony Outcome or Business outcome

20

IdentityAuthenticationEnabled

Identity Authentication Status

string

This denotes whether the IdentityAuthenticationEnabled field is enabled or disabled for the contact.

21

SFLeadId

Salesforce Lead ID

string

This is the unique ID generated in Service Cloud Voice.

22

OutcomeDescription

Outcome Description

string

Description of telephony or business outcome set for this attempt.

23

Duration

Call Duration

int

In Amazon Connect, when CPA (Call Progress Analysis) is enabled, the call duration (in milliseconds)  is calculated from the moment the agent is patched through to the customer until the call ends. In Cisco implementations, the call duration is measured from the initiation of the call to its completion.

24

DialingMode

DialingMode

string

The dialing mode field is populated with values that shows the campaign mode for the call. The following pacing modes are applicable for Cisco CCE and Cisco CCX:

a. 1 for Predictive Only
b. 2 for Predictive Blended
c. 3 for Preview Only
d. 4 for Preview Blended
e. 5 for Progressive Only
f. 6 for Progressive Blended
g. 7 for Direct preview Only
h. 8 for Direct preview Blended.
i. For other platforms, the value is -1.

25

IsCurrencyCycleCompleted

Currency Cycle Flag

string

Indicates whether the Simple Contact Strategy cycle is complete. The value is set to 1 when the cycle is completed; otherwise, it remains 0.

26

StateLawGroupName

State Law Group Name

string

Denotes the state law group name used during this attempt that is mapped with Campaign

27

VerifiedPrimaryAuth

Verified Primary Authentication

int

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).

28

CampaignCategoryID

Campaign Category ID

int

CampaignCategoryID is a unique ID to create campaign category. Categories assist in grouping campaigns with a common purpose. Campaign categories can be used to apply conditions such as DNC, NDNC, and so on.

29

Campaignkey

Campaign Key

int

Unique number generated
for each campaign.

30

CallBackRequestedBy

Callback Requested By

string

Represents the agent ID of the agent who registers the Callback request.

31

DeliveredTime

Delivered Time

datetime

The time at which the contact is delivered to the dialer.The value should be provided in the format yyyy-MM-dd'T'HH:mm:ss

Example: 2025-01-01T10:30:00

32

BlockedBy

Blocked By

string

DNC Blocked by information (phone number or business field).

33

ConditionID

Condition ID

int

Internal ID for the CSS condition used during selection of the contact.

34

StatusReasonId

Status Reason ID

int

The ID that describes the reason for the change in contact status. For example, a contact can be in the status Locked. The application would have locked this contact for delivery to make a PCB, CSS, or AEM call.

35

AgentID

Agent ID

string

This denotes the agent ID who handled this call attempt.

36

CurrentLeadScore

Current Lead score

int

Lead score value assigned by the agent.

37

PreviewDuration

Preview Duration

int

The time (in milliseconds) taken by an agent to preview a call and either accept, skip, or reject (close) the contact.

38

StatusChangedBy

Status Changed By

string

The User ID of the Entity that changed the contact status.

39

CallID

Call ID

string

Call ID is applicable for internal contact reference to trace activities. Example, to track the traversal from contact selection to Reschedule/Reports.

40

TotalPrimaryAuth

Total Primary Authentication

int

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).

41

CallType

Call type

int

It describes the call type. The possible values are:

0 – Normal Call
1 – Callback Call
2– AEM Call

42

Uploadedtime

Uploaded Time

datetime

Describes the contact uploaded time. The value should be provided in the format The value should be provided in the format yyyy-MM-dd'T'HH:mm:ss.

Example: 2024-09-12T21:58:54

43

ICMId

ICM ID

int

The ICM ID used for the call

44

DNCType

DNC Type

int

Specifies the type of DNC applied to a contact, determining whether the restriction is limited to a specific campaign or applies across all campaigns

45

ContactId

Contact ID

string

A Unique identifier for a contact in a campaign

46

LCMKey

LCM Key

string

The LCMKey for this call. This contains ContactID, ModeID, CampaignKey, ContactRetries, ModeRetries, TimeZoneID, and TenantID separated by a delimiter.

47

DiallerReferenceID

Dialer Reference ID

string

This is the contact ID or Call ID generated by dialer platform. Dialer-specific fields are:

1. Avaya POM: The autogenerated ID assigned by POM in the pimSessionID of the EnrichedAttemptEvent.

2. UCCE: The value in the Call GUID field in the dialer table.

3. AmazonConnect: This is the Call UUID (Universal Unique Identifier) generated by the dialer.

4. Twilio: This is the CallSID generated by the dialer.

5. NICE CXOne: The NICE Contact ID generated by the NICE CXOne application.

48

SFUID

Salesforce UID

string

This is the Service Cloud Voice CRM user ID used for contact import.

49

CallStartDateTime

Call Start Date Time

datetime

Campaign Manager for Amazon Connect, it is the call connect time if CPA is enabled; if CPA is disabled, it is the time the call is patched to the agent. For other implementations, this is the time at which an agent is reserved for a call. The value should be provided in the format The value should be provided in the format yyyy-MM-dd'T'HH:mm:ss. Example: 2024-01-02T10:30:00.

50

ComputedDurationInMS

Computed Duration in ms

int

It has rounded-up call duration (in milliseconds) based on the pulse rate configured. This value is used in billing calculation.

51

UserID

User ID

string

This the login user ID.

52

DeliveredType

Delivered Type

string

This represents the nature of the contact delivery type to the dialer. The possible values are:

Regular
Non-PEWC Regular
Callback
AEM

53

VerifiedSecondaryAuth

Verified Secondary Authentication

int

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.

54

PreviousLeadScore

Previous Lead score

int

Lead score value assigned at the time of upload.

55

DialerId

Dialer ID

string

Captures the internal AE ID for contacts delivered to the dialer.

56

CurrentCycle

Current Cycle

int

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.

57

DialerAgentCallback

Dialer Agent Callback

string

This value determines if the outcome is set as a callback by a normal agent or a clicker agent. Value 0 denotes this is set by a normal agent; 1 denotes this is set by a clicker agent.

58

IdentityAuthenticationSuccess

Identity Authentication Success

string

This defines whether identity authentication is successful or not.

59

DialerDateTime

Dialer Date Time

datetime

Records the date and time when the contact was attempted by the dialer. The value should be provided in the format The value should be provided in the format yyyy-MM-dd'T'HH:mm:ss.

Example: 2024-09-13T04:11:18.

60

SFContactId

Salesforce Contact ID

string

This is the Service Cloud Voice contact ID for the campaign.

61

SubTenantID

Subtenant ID

int

The Sub Tenant ID autogenerated by the application when a new tenant is created.

62

IsWireless

Wireless

string

Indicates whether the current attempt is made to a wireless (mobile) number. True if wireless; False if fixed line. Takes value from Compliance DB, if available. Else, default value is True.

63

PreviewTime

Preview Time

date

The time that the agent was offered the contact for preview by the dialer. The value should be provided in the format The value should be provided in the format yyyy-MM-dd'T'HH:mm:ss.

Example: 2024-09-13T04:13:22

64

DeviceID

Device ID

string

Defines if a contact is blocked as DNC by number or business field.

65

NextScheduleMode

Next Schedule Mode

string

This denotes the mode of the scheduled callback.

66

CallReferenceID

Call Reference ID

string

A unique internal GUID generated for each contact attempt, ensuring a distinct identifier for each call attempt.

67

SMSTransactionCount

SMS Transaction Cound

int

Count is the number of SMS transactions between user and SMS service, applicable when 2-way SMS is used.

68

NextScheduleDateTime

Next Schedule Date Time

datetime

This denotes the next scheduled date and time for the scheduled callback. The value should be provided in the format The value should be provided in the format yyyy-MM-dd'T'HH:mm:ss.

Example: 2024-02-01T11:45:00

69

DialPlanName

Dial Plan Name

string

It describes the Contact Strategy name. It is mapped to campaign.

70

DNCCampaignCategoryID

DNC Campaign Category ID

string

A unique identifier for logically grouping campaigns. It is used to apply DNC settings across an entire campaign category.

71

ICRCallKey

ICR Call key

int

This indicates the unique key for TCD record.

72

StatusChangedAt

Status Changed At

datetime

The date and time when contact status gets changed. The value should be provided in the format  yyyy-MM-dd'T'HH:mm:ss .

Example: 2024-11-07T16:00:00.

73

IsInbound

Inbound

string

If the current attempt entry is created from Inbound Call, the value is set to 1 otherwise the value is set to 0.

74

TotalSecondaryAuth

Total Secondary Auth

int

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.

75

TargetCampaignGroup

Target Campaign Group

string

Applicable only for Shared List. Denotes the campaign group to which the contacts are delivered from the shared list campaigns.

76

ContactDetail

Contact Detail

string

This column contains contact information as XML data format that goes to the dialer. For example, first name, last name, contact number, and so on.

77

CallbackRegisteredType

Callback Registered Type

int

The nature of the callback at the time of the callback registration by an agent. The possible values are:

0 – Normal Call
1 – PCB (Personal Callback)
2 – NCB (Normal Callback)

78

ListID

List ID

int

This is the running serial number generated during upload of contacts into a campaign.

79

CampaignID

Campaign ID

string

This is the campaign name. For example, Collection.

80

RouterCallkeySequenceNumber

Router Callkey Sequence Number

int

This is the ID created by route_call_detail record.

81

ChannelType

Channel Type

int

This is the channel type.

1 for SMS, 2 for VOICE, 3 for EMAIL, 4 for CPAAS, and 0 for IVR.