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 | nvarchar (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 | CONDITIONID | CONDITIONID | bigint (null) | Internal ID for the CSS condition used during selection of the contact. | All |
AECallTrace | INSERTEDTIME | INSERTEDTIME | datetime (null) | The date and time this record was inserted into the reporting database. | All |
AECallTrace | CONVERSATIONENDTIME | CONVERSATIONENDTIME | datetime (null) | This is the time at which the call is rescheduled by LCMContactRescheduler service. This time is inserted into the CallActivity tables. | All |
AECallTrace | MODEID | MODEID | int (null) | This is the contact mode ID for the contact. | All |
AECallTrace | OUTCOMEID | OUTCOMEID | 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 | ConnectedAgent | 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 | DIALERRESULTRECEIVEDTIME | DIALERRESULTRECEIVEDTIME | datetime (null) | This is the time at which the call attempt is recorded at HDS Database. | Cisco CCE |
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 | CALLTYPE | tinyint (null) | It describes the call type. The possible values are: | All |
0 – Open | |||||
1 – Callback | |||||
2– AEM | |||||
AECallTrace | LCMKEY | LCMKEY | varchar (64) (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 | ACTUALDELIVEREDTIME | ACTUALDELIVEREDTIME | datetime (null) | The time at which the contact is actually delivered to the dialer. | 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 | CALLBACK REQUESTED BY | nvarchar (64) (null) | This represents the agent ID of the agent who registers the Callback request. | All |
AECallTrace | CALLTYPE | CALLBACK REGISTERED TYPE | 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 | CALLBACK ATTEMPT TYPE | 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 | RUNNINGCYCLE COMPLETED | bit (null) | Flag to indicate completion of current cycle, that is, all modes are dialed out. | All |
AECallTrace | CURRENTLEADSCORE | CURRENT LEAD SCORE | int (null) | The agent assigns a lead score value. | All |
AECallTrace | DIALLERREFERENCEID | DIALLER REFERENCEID | 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 | IDENTITYAUTHENTICATIONSUCCESS | bit (null) | This defines whether identity authentication is success or not. | All |
AECallTrace | CALLPREVIEWDURATION | CALLPREVIEWDURATION | int (null) | The time taken by an agent to preview a call and either accept, skip, or reject (close) the contact. | All |
AECallTrace | CALLRESCHEDULEDTIME | CALLRESCHEDULEDTIME | datetime (null) | This denotes the next scheduled date and time for the scheduled callback. | All |
AECallTrace | NEXTSCHEDULEMODEID | NEXTSCHEDULEMODEID | nvarchar (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 | VERIFIEDPRIMARYAUTHENTICATION | 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 | ACWSTARTTIMESTAMP | ACW START TIMESTAMP | datetime (null) | The date and time the agent commenced the after-call work (ACW). | Amazon Connect |
RPT_AEC_CustCallActivities | ACWENDTIMESTAMP | ACWENDTIMESTAMP | datetime (null) | The date and time the agent completed the after-call work (ACW). | Amazon Connect |
RPT_AEC_CustCallActivities | ACWDURATION | ACW DURATION | int (null) | The time taken by the agent to complete the after-call work (ACW). | Amazon Connect |
RPT_AEC_CustCallActivities | DISCONNECTEDBY | DISCONNECTEDBY | nvarchar (64) (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 |
RPT_AEC_CustCallActivities | TimeoutAbandoned (abandoned by application if no agent can be found within the configured wait time) | ||||
RPT_AEC_CustCallActivities | 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 | CALLDIRECTION | varchar (16) (null) | Denotes the direction of the call | Amazon Connect |
AECallTrace | AbandonedByCustomer | Abandoned By Customer | Bit (null) | Shows whether the call was abandoned by the customer. | All |
AECallTrace | AbandonedBySystem | Abandoned By System | Bit (null) | Shows whether the call was abandoned due to a system-triggered event. | All |
AECallTrace | ACWDuration | ACW Duration | int (null) | Specifies the duration of After Call Work (ACW). | All |
AECallTrace | ACWEndTime | ACW End Time | DateTime (null) | Shows the time when ACW ended. | All |
AECallTrace | ACWStartTime | ACW Start Time | DateTime (null) | Shows the time when ACW started. | All |
AECallTrace | AgentAttempted | Agent Attempted | bit (null) | Shows whether an agent attempted to connect. | All |
AECallTrace | AgentConnected | Agent Connected | bit (null) | Shows whether the agent was successfully connected. | All |
AECallTrace | AgentLoginSessionID | Agent Login Session I D | nvarchar (64) (null) | Provides the unique session ID for the agent's login session. | All |
AECallTrace | AgentOutcomeSetTime | Agent Outcome Set Time | DateTime (null) | Shows the time when the agent set the call outcome. | All |
AECallTrace | AgentPreviewActionTime | Agent Preview Action Time | DateTime (null) | Shows the time when the preview action was taken. | All |
AECallTrace | AgentPreviewStartTime | Agent Preview Start Time | DateTime (null) | Shows the time when the agent started previewing the contact. | All |
AECallTrace | AgentSetDNCEndDate | Agent Set DNC End Date | DateTime (null) | End date of the Do Not Call (DNC) period set by the agent. | All |
AECallTrace | AgentSetDNCStartDate | Agent Set DNC Start Date | DateTime (null) | Start date of the DNC period set by the agent. | All |
AECallTrace | AgentSetDNCType | Agent Set DNC Type | varchar (2) (null) | Type of DNC selected by the agent. | All |
AECallTrace | AgentVoiceAttempted | Agent Voice Attempted | bit (null) | Indicates a voice call attempt by an agent. | All |
AECallTrace | AMDTransferToAgent | AMD Transfer To Agent | bit (null) | Indicates if an AMD (Answering Machine Detection) transfer occurred to the agent. | All |
AECallTrace | ANI | ANI | nvarchar | Automatic Number Identification | All |
AECallTrace | Attempted | Attempted | bit (null) | Shows whether an attempt was made to contact. | All |
AECallTrace | AttemptedNonRPC | Attempted Non RPC | bit (null) | Shows whether the attempt is Non RPC or not | All |
AECallTrace | AttemptedRPC | Attempted RPC | bit (null) | Shows whether the attempt is RPC or not | All |
AECallTrace | BFVersion | BF Version | int (null) | Business Field change/updation version | All |
AECallTrace | CallAbandonDuration | Call Abandon Duration | int (null) | Specifies the time before the call was abandoned. | All |
AECallTrace | CallbackRegisteredType | Callback Registered Type | int (null) | Denotes the type of callback registered(0,1 or 2) | All |
AECallTrace | CallCPADuration | Call CPA Duration | int (null) | Specifies the time taken for the CPA process | All |
AECallTrace | CallDuration | Call Duration | int (null) | Specifies the duration of the call | All |
AECallTrace | CallEnteredTimeIntoQueue | Call Entered Time Into Queue | DateTime (null) | Shows the time when the call has entered into Queue | All |
AECallTrace | CallInitiatedTime | Call Initiated Time | DateTime (null) | Shows the time when the customer call has been initiated | All |
AECallTrace | CallQueueDuration | Call Queue Duration | int (null) | Specifies how long how long the customer call was in Queue | All |
AECallTrace | CallRingDuration | Call Ring Duration | int (null) | Specifies how long how long the customer call was ringing | All |
AECallTrace | CallRingStartTime | Call Ring Start Time | DateTime (null) | Shows the time when the customer call was started ringing | All |
AECallTrace | CallTalkDuration | Call Talk Duration | int (null) | Specifies the duration of time for the interaction between the customer and agent | All |
AECallTrace | CampaignCategoryId | Campaign Category Id | int (null) | ID of the campaign Category | All |
AECallTrace | CCBBlocked | CCB Blocked | Bit (null) | Shows whether the contact got blocked by CCB Validated | All |
AECallTrace | Chained | Chained | Bit (null) | Shows whether this campaign is involved in chanining | All |
AECallTrace | ComplianceBlocked | Compliance Blocked | Bit (null) | Shows whether the contact got blocked by compliance rules | All |
AECallTrace | ComputedDialerReceivedCallDuration | Computed Dialer Received Call Duration | Duration (null) | Denotes the callduration received from the platform(dialer) | All |
AECallTrace | Connected | Connected | Bit (null) | Denotes the call is connected with Customer or not | All |
AECallTrace | ConsentAttempt | Consent Attempt | Bit (null) | Shows whether the contact attempted is consent or not | All |
AECallTrace | ContactAttemptCount | Contact Attempt Count | Int (null) | Denotes the attempt count of the Contact | All |
AECallTrace | ContactCreatedTime | Contact Created Time | DateTime (null) | Shows the time when the contact has been inserted into Contact table | All |
AECallTrace | ConversationStartTime | Conversation Start Time | DateTime (null) | Shows the time when the interaction starts between customer and Agent | All |
AECallTrace | CPADetected | CPA Detected | Bit (null) | Shows whether the CPA process is carried out for the call. | All |
AECallTrace | CPADetectedTime | CPA Detected Time | DateTime (null) | Shows the time when the CPA result is detected. | All |
AECallTrace | CPAResult | CPA Result | varchar 16, null | Shows the CPA result for the call. | All |
AECallTrace | CPAResultAMD | CPA Result AMD | bit (null) | Shows whether the CPA result is AMD. | All |
AECallTrace | CustomerAnswered | Customer Answered | bit (null) | Shows whether the customer answers the call. | All |
AECallTrace | CustomerAnsweredTime | Customer Answered Time | DateTime (null) | Shows the time when the customer answers the call. | All |
AECallTrace | CustomerCallDuration | Customer Call Duration | Int (null) | Specifies the duration of the customer call. | All |
AECallTrace | CustomerRequestedCallbackTime | Customer Requested Callback Time | DateTime (null) | Shows the time when the customer requests a callback. | All |
AECallTrace | DestinationCampaignID | Destination Campaign ID | nvarchar 64, null | Shows the campaign ID if the contact is chained. | All |
AECallTrace | DestinationContactID | Destination Contact ID | Int (null) | Shows the contact ID if the contact is chained. | All |
AECallTrace | DialerId | Dialer ID | Int (null) | Specifies the ID of the dialer. | All |
AECallTrace | DialerReceivedCallDuration | Dialer Received Call Duration | Duration (null) | Specifies the call duration received from the dialer platform. | All |
AECallTrace | DigitalTemplateName | Digital Template Name | nvarchar 64, (null) | Specifies the name of the digital template. | All |
AECallTrace | DirectAgent | Direct Agent | nvarchar 64, (null) | Specifies the name of the agent who answers the call. | All |
AECallTrace | DisconnectedBy | Disconnected By | nvarchar 256, (null) | Shows whether the call is disconnected by the agent or the customer. | All |
AECallTrace | DualOutcome | Dual Outcome | bit (null) | Shows whether the outcome is dual. | All |
AECallTrace | EmailSubject | Email Subject | nvarchar 512, (null) | Specifies the subject of the email. | All |
AECallTrace | EmailTemplateName | Email Template Name | nvarchar 64, (null) | Specifies the name of the email template. | All |
AECallTrace | FailedBusinessOutcome | Failed Business Outcome | bit (null) | Shows whether the outcome is a failed business result. | All |
AECallTrace | FailedTelephonyOutcome | Failed Telephony Outcome | bit (null) | Shows whether the outcome is a failed telephony result. | All |
AECallTrace | FirstSMSResponseDuration | First SMS Response Duration | int (null) | Specifies the duration of the first SMS response received from the customer. | All |
AECallTrace | HoldDuration | Hold Duration | int (null) | Specifies how long the call is on hold. | All |
AECallTrace | IVRAttempted | IVR Attempted | bit (null) | Shows whether the attempt is made through IVR. | All |
AECallTrace | IVRConnected | IVR Connected | bit (null) | Shows whether the call is connected through IVR. | All |
AECallTrace | IVRVoiceAttempted | IVR Voice Attempted | bit (null) | Shows whether the IVR voice attempt is made. | All |
AECallTrace | ManualAttempt | Manual Attempt | bit (null) | Shows whether the attempt is made manually. | All |
AECallTrace | NCBAttempted | NCB Attempted | bit (null) | Shows whether the attempt is a normal callback. | All |
AECallTrace | NCBRegistered | NCB Registered | bit (null) | Shows whether the normal callback is registered. | All |
AECallTrace | NonAttempted | Non Attempted | bit (null) | Shows whether the attempt is categorized as non-attempted. | All |
AECallTrace | NonConsentAttempt | Non Consent Attempt | bit (null) | Shows whether the attempt is a non-consent attempt. | All |
AECallTrace | OperatorActionTime | Operator Action Time | DateTime (null) | Shows the time when the contact is clicked for dialing by the control operator. | All |
AECallTrace | OperatorTime | Operator Time | DateTime (null) | Shows the time when the contact is displayed to the control operator. | All |
AECallTrace | OperatorUserName | Operator User Name | nvarchar 256, (null) | Specifies the name of the control operator. | All |
AECallTrace | OtherAttempted | Other Attempted | bit (null) | Shows whether the attempt is categorized under other attempts. | All |
AECallTrace | OtherConnected | Other Connected | bit (null) | Shows whether the attempt is connected under an unspecified category. | All |
AECallTrace | OutcomeSetThroughMCD | Outcome Set Through MCD | bit (null) | Shows whether the outcome is set through the MCD widget. | All |
AECallTrace | PassCount | Pass Count | int (null) | Specifies the number of pass attempts. | All |
AECallTrace | PassCountResetOnEOD | Pass Count Reset On EOD | int (null) | Shows whether the pass count is reset at end of day. | All |
AECallTrace | PCBAttempted | PCB Attempted | bit (null) | Shows whether the attempt is a personal callback. | All |
AECallTrace | PCBRegistered | PCB Registered | bit (null) | Shows whether a personal callback is registered. | All |
AECallTrace | PreCallScriptBlocked | Pre Call Script Blocked | bit (null) | Shows whether the contact is blocked by a pre-call script. | All |
AECallTrace | Pzedonomized | Pzedonomized | bit (null) | Shows whether the contact is pseudonymized. | All |
AECallTrace | RecoveryKey | Recovery Key | int (null) | Specifies the recovery key for the contact's attempt. | All |
AECallTrace | RefCallID | Ref Call ID | nvarchar 38, (null) | Shows the reference call ID for this attempt. | All |
AECallTrace | ResultSetBy | Result Set By | nvarchar 32, (null) | Shows the name of the agent who sets the outcome for this attempt. | All |
AECallTrace | SkipCallTrace | Skip Call Trace | bit (null) | Shows whether this attempt results in a skipped call trace. | All |
AECallTrace | SMSAttemptEndTime | SMS Attempt End Time | DateTime (null) | Shows the end time of the SMS attempt for this contact. | All |
AECallTrace | SMSAttemptStartTime | SMS Attempt Start Time | DateTime (null) | Shows the start time of the SMS attempt for this contact. | All |
AECallTrace | SMSDeliveryReceiptForLastSMS | SMS Delivery Receipt For Last SMS | bit (null) | Shows whether the delivery receipt is received for the last SMS sent. | All |
AECallTrace | SMSSessionDuration | SMS Session Duration | Int (null) | Specifies the duration of the SMS session. | All |
AECallTrace | SMSSessionTimedOut | SMS Session Timed Out | Bit (null) | Shows whether the SMS session times out. | All |
AECallTrace | SourceCampaignID | Source Campaign ID | nvarchar 64, (null) | Shows the campaign ID if the contact is chained. | All |
AECallTrace | SourceContactID | Source Contact ID | int (null) | Shows the contact ID if the contact is chained. | All |
AECallTrace | StatusReasonId | Status Reason Id | int (null) | Specifies the ID of the contact status reason. | All |
AECallTrace | SubDialerName | Sub Dialer Name | nvarchar 16, (null) | Specifies the name of the sub dialer. | All |
AECallTrace | SuccessBusinessOutcome | Success Business Outcome | bit (null) | Shows whether the outcome is a successful business result. | All |
AECallTrace | SuccessTelephonyOutcome | Success Telephony Outcome | bit (null) | Shows whether the outcome is a successful telephony result. | All |
AECallTrace | TelephonicOutcomeId | Telephonic Outcome Id | int (null) | Specifies the ID of the telephonic outcome for this contact. | All |
AECallTrace | TotalSMSDeliveryReceiptReceived | Total SMS Delivery Receipt Received | int (null) | Specifies the number of SMS delivery receipts received for this contact. | All |
AECallTrace | TotalSMSReceived | Total SMS Received | int (null) | Specifies the total number of SMS messages received for this contact. | All |
AECallTrace | TotalSMSSent | Total SMS Sent | int (null) | Specifies the total number of SMS messages sent for this contact. | All |
AECallTrace | TotalSMSTransactionCount | Total SMS Transaction Count | int (null) | Specifies the total number of SMS transactions. | All |
AECallTrace | TwoWaySMSTransaction | Two Way SMS Transaction | bit (null) | Shows whether the SMS contact is a two-way transaction. | All |
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