Call Activity

RPT_CallActivity

CONTACTID

CONTACT ID

bigint

(null)

A Unique identifier for a contact in a campaign

RPT_CallActivity

CALLID

CALL ID

nvarchar

(38)

Call ID is applicable for internal contact reference to trace activities.

Example, to track the traversal from contact selection to Reschedule/Reports.

RPT_CallActivity

CAMPAIGNGROUP

CAMPAIGN GROUP

nvarchar

(64)

This is the campaign group to which a campaign is mapped.

RPT_CallActivity

CAMPAIGNID

CAMPAIGN ID

nvarchar

(64)

This is the campaign name. For example, Collection.

RPT_CallActivity

GLOBALLISTID

GLOBALLIST ID

bigint

(null)

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

OBD_GUActivity

GLOBALFILENAME

GLOBAL FILENAME

nvarchar

(64) (null)

The global upload contact file name.

RPT_CallActivity

LISTID

LIST ID

int

(not null)

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

OBD_ListInfo

LISTSTATUS

LIST STATUS

int

(null)

This column contains the integer number that represents the list status (Active -0 or stopped -1).

OBD_ListInfo

LISTCREATEDTIME

LIST CREATEDTIME

datetime

(50) (null)

The date and time the contact list file was placed for upload.

OBD_HD_UploadHistory

UPLOADTIME

UPLOAD TIME

datetime

(null)

The date and time a list completed upload.

RPT_CallActivity

CALLSTRATEGY

CONTACT STRATEGY

nvarchar

(64) (null)

The contact strategy applied for current attempt.

RPT_CallActivity

CONDITIONID

CSS CONDITION

bigint

(null)

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

OBD_CustomFilterGroup

CUSTOMFILTERGROUP

CUSTOM FILTERGROUP

int

(32) (null)

This is the CSS condition group ID in which the currently used CSS condition is mapped.

OBD_CustomFilters

CONDITIONSTRING

CONDITION STRING

nvarchar

(max) (null)

This is the CSS condition group ID in which the currently used CSS condition is mapped.

RPT_CallActivity

CONTACTNUMBER

CONTACT NUMBER

int

(64) (null)

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

RPT_CallActivity

CREATEDTIME

CREATEDTIME

datetime

(null)

The date and time this record was inserted into the reporting database.

RPT_CallActivity

ENDTIME

ENDTIME

datetime

(null)

This is the time at which the call is rescheduled by LCMContactRescheduler service.

This time is inserted into the CallActivity tables.

RPT_CallActivity

CALLDURATION

CALL DURATION

int

(null)

Campaign Manager for Amazon Connect, the call duration is the actual time the agent spends talking to a customer. When CPA is enabled, the call duration is calculated from the time the agent is patched till the completion of the call. For Cisco implementations, the call duration is calculated from the initiation of the call till the completion of the call.

RPT_CallActivity

CALLMODE

CALL MODE

nvarchar

(4) (null)

This is the contact mode ID for the contact.

OBD_Modes

MODENAME

MODE NAME

nvarchar

(64) (null)

The mode name, for example, Home or Mobile, in which the contact is dialed out.

RPT_CallActivity

CALLOUTCOME

CALL OUTCOME

nvarchar

(8) (null)

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

RPT_CallActivity

ContactNature

ContactNature

nvarchar

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

OBD_BusinessOutcomeParent

OUTCOMEGROUP

OUTCOME GROUP

int

(64) (null)

This is the business outcome group ID mapped to the campaign.

OBD_BusinessOutcomeParent

PARENTNAME

OUTCOME PARENTNAME

nvarchar

(64) (null)

The parent outcome name.

OBD_Outcome

DISPLAYNAME

OUTCOME DESCRIPTION

nvarchar

(128) (null)

Description of telephony or business outcome set for this attempt.

OBD_Outcome

RPCTYPE

RPCTYPE

nvarchar

(8) (null)

This is a classification to indicate whether the disposition set for this attempt tagged as RPC (Right-party connect) or non-RPC.

OBD_Outcome

ISLIVECALLOUTCOME

LIVE CALLOUTCOME

bit

(null)

Denotes whether the outcome set for this call tagged as “LIveCall” or not. Useful in determining the Abandon Call percentage.

RPT_CallActivity

CALLSTARTTIME

CALLSTARTTIME

datetime

(null)

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. 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.

RPT_CallActivity

TARGETCAMPAIGNID

TARGET CONTACTID

nvarchar

(null)

This denotes the target campaign ID in case the current contact is chained to another campaign.

RPT_CallActivity

TARGETCONTACTID

TARGETCONTACTID

bigint

(null)

This denotes the target contact ID of target campaign in case the current contact is chained to another campaign.

RPT_CallActivity

AGENTPERIPHERALNUMBER

AGENT ID

nvarchar

(64) (null)

This denotes the agent ID who handled this call attempt.

RPT_CallActivity

AGENTNAME

AGENT NAME

nvarchar

(64) (null)

The name of the agent who handled this call attempt.

RPT_CallActivity

ROUTERCALLKEY

ROUTER CALLKEY

int

The running number denoting the identifier on the dialer for this call attempt, imported from the core Database.

RPT_CallActivity

ROUTERCALLKEYDAY

ROUTER CALLKEYDAY

int

The running number denoting the identifier on the dialer for this call attempt, imported from the core Database.

RPT_CallActivity

RECOVERYKEY

RECOVERY KEY

float

The running number denoting the identifier on the dialer for retrieving the call result from the dialer.

RPT_CallActivity

ROUTERCALLKEYSEQUENCENUMBER

ROUTER CALLKEY SEQUENCENUMBER

int

This is the ID created by route_call_detail record.

RPT_CallActivity

DIALINGMODE

DIALING MODE

int

(32) (null)

The dialing mode field is populated the values that shows the campaign mode for the call.

The following pacing modes are applicable for Cisco CCE and 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.

RPT_CallActivity

TARGETAMOUNT

TARGET AMOUNT

float

(null)

This is the value set as the achieved target for specific business outcome in this attempt.

RPT_CallActivity

AGENTCOMMENTS

AGENT COMMENTS

nvarchar

(4000) (null)

This call comments entered by the agent for the contact.

RPT_CallActivity

CHANNELTYPE

CHANNEL TYPE

int

(null)

This is the channel type.

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

OBD_ChannelType

CHANNELDESCRIPTION

CHANNEL DESCRIPTION

nvarchar

(32) (null)

Description of channel. Example, Voice, SMS, and Email

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

RPT_CallActivity

DIALERTIME

DIALER TIME

datetime

(null)

This is the time at which the call attempt was recorded at HDS Database.

RPT_CallActivity

CHILDLISTID

CHILD LISTID

int

(null)

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

RPT_CallActivity

DELIVEREDTYPE

DELIVERED TYPE

nvarchar

(32) (null)

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

• Regular

• Non-PEWC Regular

• Callback

• AEM

RPT_CallActivity

TARGETCAMPAIGNGROUP

TARGET CAMPAIGNGROUP

nvarchar

(64) (null)

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

RPT_CallActivity

CALLTYPE

CALLTYPE

varchar

(8) (null)

It describes the call type. The possible values are:

• 0 – Normal Call

• 1 – Callback Call

• 2– AEM Call

RPT_CallActivity

CALLBACKAGENTID

CALLBACK AGENTID

nvarchar

(128) (null)

The ID of the agent who will handle a callback request.

RPT_CallActivity

CALLBACKAGENTNAME

CALLBACK AGENTNAME

nvarchar

(64) (null)

The name of the agent who will handle a callback request.

RPT_CallActivity

ACCOUNTNUMBER

ACCOUNTNUMBER

nvarchar

(30) (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.

RPT_CallActivity

CONTACTTRIES

CONTACTTRIES

tinyint

(null)

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

RPT_CallActivity

CONTACTSTATUS

CONTACT STATUS

int

(null)

This is the call activity status of the contact. Values are:

1 - CLOSED

2 - Temporarily Locked

3 - Upload in Progress

4 - DELIVERED TO DIALER

5 - OVERWRITE

6 - LIST STOPPED

7 - CLOSED THROUGH MANAGED CONTACTS OR FLUSHED

8 - Contact Stopped and closed

9 - CONTACT SCRUBBED

10 - CONTACT MOVED TO OTHER CAMPAIGN

11 - PERMANENTLY STOPPED

20 - DELIVERED CONTACT STOPPED

21 - LOCKED FOR PCB DELIVERY

22 - LOCKED FOR CSSCONTACTS DELIVERY

23 - LOCKED FOR AEM DELIVERY

24 - LOCKED BY RESCHDULE TO RESCHEDULE CONTACT

25 - LOCKED BY RESCHDULE TO CLOSE CONTACT

30 - CONTACT BLOCKED BY DNC

31 - CONTACT BLOCKED BY NDNC

32 - CONTACT BLOCKED BY DNCSCRUB

33 - CONTACT BLOCKED BY LITIGATION

34 - EXPIRED

35 - CAMPAIGN STOPPED

OBD_ContactStatusReasons

CONTACTSTATUSREASON

CONTACT STATUSREASON

nvarchar

(128) (null)

This is 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.

RPT_CallActivity

CALLBACKDATETIME

CALLBACKDATETIME

datetime

(null)

The date and time set for the callback by an agent for the contact.

RPT_CallActivity

DELIVEREDTIME

DELIVEREDTIME

datetime

(null)

The time at which the contact is delivered to the dialer.

RPT_CallActivity

SCHEDULEDDELIVERYTIME

SCHEDULEDDELIVERYTIME

datetime

(null)

The rescheduled time for the contact delivery.

RPT_CallActivity

SKILLGROUPSKILLTARGETID

SKILLGROUP TARGETID

int

(null)

Skill group ID mapped for the campaign imported from the dialer.

RPT_CallActivity

ICMID

ICMID

int

(null)

The ICM ID used for the call.

RPT_CallActivity

ISWIRELESS

ISWIRELESS

bit

(null)

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.

RPT_CallActivity

ICRCALLKEY

ICRCALLKEY

int

(null)

This indicates the unique key for TCD record.

RPT_CallActivity

PERIPHERALCALLKEY

PERIPHERAL CALLKEY

int

(null)

This indicates the unique peripheral call ID (same as transferred call).

RPT_CallActivity

RESERVATIONCALLDURATION

RESERVATION CALLDURATION

int

(null)

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 corresponding Termination Call Detail record will refer to agent reservation time.

RPT_CallActivity

PREVIEWTIME

PREVIEW TIME

datetime

(null)

The time that the agent was offered the contact for preview by the dialer.

RPT_CallActivity

SFUID

SFUID

nvarchar

(max) (null)

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

RPT_CallActivity

CONTACTDETAIL

CONTACT DETAIL

nvarchar

(max) (null)

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.

RPT_CallActivity

SFLEADID

Salesforce Campaign LEAD ID

nvarchar

(200) (null)

This is the unique ID generated in Service Cloud Voice.

RPT_CallActivity

SFCONTACTID

Salesforce campaign CONTACT ID

nvarchar

(200) (null)

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

RPT_CallActivity

SFCAMPAIGNID

Salesforce campaign ID

nvarchar

(200) (null)

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

RPT_CallActivity

CALLBACKREQUESTEDBY

CALLBACK REQUESTED BY

nvarchar

(64) (null)

This represents the agent ID of the agent who registers the Callback request.

RPT_CallActivity

CALLBACKREGISTEREDTYPE

CALLBACK REGISTERED TYPE

varchar

(23) (null)

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)

RPT_CallActivity

CALLBACKATTEMPTTYPE

CALLBACK ATTEMPT TYPE

nvarchar

(17) (null)

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

RPT_CallActivity

CURRENTCYCLE

CURRENT CYCLE

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.

RPT_CallActivity

ISCURRENTCYCLECOMPLETED

CURRENT CYCLE COMPLETED

bit

(null)

Flag to indicate completion of current cycle, that is, all modes are dialed out.

RPT_CallActivity

PREVIOUSLEADSCORE

PREVIOUS LEAD SCORE

int

(null)

Lead score value assigned at the time of upload.

RPT_CallActivity

CURRENTLEADSCORE

CURRENT LEAD SCORE

int

(null)

Lead score value assigned by the agent.

RPT_CallActivity

ACTUALCVALUE

PHONE NUMBER

nvarchar

(225) (null)

This is the phone number uploaded from the lead list.

RPT_CallActivity

STATELAWGROUPNAME

STATELAW GROUP NAME

nvarchar

(256) (null)

It denotes the state law group name used during this attempt.

OBD_Campaign_Category

CAMPAIGNCATEGORYNAME

CAMPAIGN CATEGORY NAME

nvarchar

(64) (null)

This is the campaign category name.

RPT_CallActivity

DNCCAMPAIGNCATEGORYNAME

DNC CAMPAIGN CATEGORY NAME

nvarchar

(max) (null)

This is the DNC campaign category name.

RPT_CallActivity

ISINBOUND

INBOUND CALL

bit

(null)

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

RPT_CallActivity

DIALLERREFERENCEID

DIALLER REFERENCEID

nvarchar

(64) (null)

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

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

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

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

• Twilio: 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

nvarchar

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

RPT_CallActivity

STATUSCHANGEDBY

STATUS CHANGED BY

nvarchar

(128) (null)

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

RPT_CallActivity

STATUSCHANGEDAT

STATUS CHANGED AT

datetime

(null)

The date and time when contact status gets changed.

RPT_CallActivity

DEVICEID

DEVICE ID

nvarchar

(255) (null)

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

RPT_CallActivity

OVERRIDEPEWCVALIDATION

OVERRIDE PEWC VALIDATION

bit

(not null)

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.

RPT_CallActivity

DIALERAGENTCALLBACK

DIALER AGENT CALLBACK

bit

(not null)

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.

RPT_CallActivity

DNCSTARTDATE

DNC START DATE

datetime

(null)

When timed DNC is registered, the start date provided at the time of registration.

RPT_CallActivity

DNCENDDATE

DNC ENDDATE

datetime

(null)

When timed DNC is registered, the end date provided at the time of registration.

RPT_CallActivity

DNCTYPE

DNC TYPE

nvarchar

(1) (null)

The type of DNC applied to a contact applies to a specific campaign or across all campaigns.

RPT_CallActivity

IDENTITYAUTHENTICATIONENABLED

IDENTITY AUTHENTICATION ENABLED

bit

(not null)

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

RPT_CallActivity

IDENTITYAUTHENTICATIONSUCCESS

IDENTITY AUTHENTICATION SUCCESS

bit

(not null)

This defines whether identity authentication is success or not.

RPT_CallActivity

SMSTRANSACTIONCOUNT

SMS TRANSACTION COUNT

int

(not null)

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

RPT_CallActivity

PREVIEWDURATION

PREVIEW DURATION

int

(null)

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

RPT_CallActivity

NEXTSCHEDULEDATETIME

NEXT SCHEDULE DATE TIME

datetime

(50) (null)

This denotes the next scheduled date and time for the scheduled callback.

RPT_CallActivity

NEXTSCHEDULEMODE

NEXT SCHEDULE MODE

nvarchar

(50) (null)

This denotes the mode of the scheduled callback.

RPT_CallActivity

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).

RPT_CallActivity

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).

RPT_CallActivity

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.

RPT_CallActivity

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.

RPT_CallActivity

COMPUTEDDURATIONINMS

COMPUTED DURATIONINMS

int

(null)

It has rounded up call duration (which is in milliseconds) value based on pulse rate configured. Used in billing calculation.

RPT_AEC_CustCallActivities

PROFILENAME

PROFILE NAME

nvarchar

(128) (null)

The call routing profile used.

RPT_AEC_CustCallActivities

DISCONNECTEDBY

DISCONNECTED BY

nvarchar

(64) (null)

The entity that disconnected the call. The possible values are Customer; Agent; AbandonedDisconnect (abandoned by Campaign Manager for lack of agent):

TimeoutAbandoned (abandoned by application if no agent can be found within the configured wait time); and

WatchDog (when contacts are stuck in the application for some technical reasons, the watchdog disconnects these calls).

RPT_AEC_CustCallActivities

DIDRELEASEDTIME

DID RELEASED TIME

datetime

(null)

The date and time the application released the DID. This is applicable for the Progressive IVR pacing mode or where other pacing mode calls are transferred to the IVR. This is applicable only to the Tethered model.

int

(null)

int

(null)