Call Trace

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."

AECallTrace

CAMPAIGNGROUP

CAMPAIGN GROUP

nvarchar

(64) (null)

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

AECallTrace

CAMPAIGNID

CAMPAIGN ID

nvarchar

(64) (null)

This is the campaign name. For example, Collection.

AECallTrace

GLOBALLISTID

GLOBALLIST ID

bigint

(null)

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

AECallTrace

CONTACTID

CONTACT ID

int

(null)

A unique identifier for a contact in a campaign.

AECallTrace

LISTID

LIST ID

int

(null)

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

AECallTrace

CONTACTSTRATEGYNAME

CONTACT STRATEGY NAME

nvarchar

(64) (null)

The contact strategy applied for current attempt.

AECallTrace

CONDITIONID

CONDITIONID

bigint

(null)

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

AECallTrace

INSERTEDTIME

INSERTEDTIME

datetime

(null)

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

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.  

AECallTrace

MODEID

MODEID

int

(null)

This is the contact mode ID for the contact.

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

AECallTrace

CONNECTEDAGENT

ConnectedAgent

nvarchar

(64) (null)

This denotes the agent name who handled the call attempt.

AECallTrace

PACINGMODE

PACINGMODE

int

(null)

The dialing mode field populates 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.

AECallTrace

TARGETAMOUNT

TARGET AMOUNT

float

(null)

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

AECallTrace

AGENTCOMMENT

AGENT COMMENT

nvarchar

(4000) (null)

The agent enters comments for the contact during this call.

AECallTrace

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.

AECallTrace

DIALERRESULTRECEIVEDTIME

DIALERRESULTRECEIVEDTIME

datetime

(null)

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

AECallTrace

CHILDLISTID

CHILD LISTID

int

(null)

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

AECallTrace

DELIVEREDTYPE

DELIVERED TYPE

varchar

(32) (null)

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

Regular

Non-PEWC Regular

Callback

AEM

AECallTrace

CALLTYPE

CALLTYPE

tinyint

(null)

It describes the call type. The possible values are:

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.

AECallTrace

ACTUALDELIVEREDTIME

ACTUALDELIVEREDTIME

datetime

(null)

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

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.

AECallTrace

CALLBACKREQUESTEDBY

CALLBACK REQUESTED BY

nvarchar

(64) (null)

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

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:

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'"

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.

AECallTrace

RUNNINGCYCLECOMPLETED

RUNNINGCYCLE COMPLETED

bit

(null)

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

AECallTrace

CURRENTLEADSCORE

CURRENT LEAD SCORE

int

(null)

The agent assigns a lead score value.

AECallTrace

DIALLERREFERENCEID

DIALLER REFERENCEID

varchar

(64) (null)

The dialer platform generates this contact ID or Call ID. It includes dialer-specific fields.

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

AECallTrace

IDENTITYAUTHENTICATIONENABLED

IDENTITY AUTHENTICATION ENABLED

bit

(null)

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

AECallTrace

IDENTITYAUTHENTICATIONSUCCESS

IDENTITYAUTHENTICATIONSUCCESS

bit

(null)

This defines whether identity authentication is success or not.

AECallTrace

CALLPREVIEWDURATION

CALLPREVIEWDURATION

int

(null)

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

AECallTrace

CALLRESCHEDULEDTIME

CALLRESCHEDULEDTIME

datetime

(null)

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

AECallTrace

NEXTSCHEDULEMODEID

NEXTSCHEDULEMODEID

nvarchar

(null)

This denotes the mode of the scheduled callback.

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).

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).

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.

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.

RPT_AEC_CustCallActivities

ACWSTARTTIMESTAMP

ACW START TIMESTAMP

datetime

(null)

The date and time the agent commenced the after-call work (ACW).

RPT_AEC_CustCallActivities

ACWENDTIMESTAMP

ACWENDTIMESTAMP

datetime

(null)

The date and time the agent completed the after-call work (ACW).

RPT_AEC_CustCallActivities

ACWDURATION

ACW DURATION

int

(null)

The time taken by the agent to complete the after-call work (ACW).

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):

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

RPT_AEC_CustCallActivities

SUBTENANTID

SUBTENANTID

int

(null)

Unique ID of the Sub Tenant

RPT_AEC_CustCallActivities

CALLDIRECTION

CALLDIRECTION

varchar

(16) (null)

Denotes the direction of the call