Name

Alias

Description

conversationid

 Fact.ConversationID

The Interaction GUID

conversationstartdate

Date.ConversationStartDate

The Start of the Interaction

conversationenddate

Date.ConversationEndDate

The End of the Interaction

conversationminmos

Number.ConversationMinMos

The Minimum MOS Score detected in the Interaction

conversationminrfactor

Number.ConversationMinRFactor

 

originaldirection

Fact.InteractionOrigDirection

The Initial Direction of the Interaction

participantid

Fact.ParticipantID

 

participantname

 Fact.ParticipantName

 

purpose

Fact.SegmentPurpose

Who is interacting - ACD,AGENT,IVR?

mediatype

Fact.MediaType

voice,callback,email,chat,sms,social

ani

Fact.ANI

Callers Number

dnis

Fact.DNIS

Called Number

sessiondnis

Fact.SessionDNIS

 

edgeId

Fact.EdgeID

Which Edge device is handling the Interaction

gencode

 

 

segmentstartdate

 Date.SegmentStartDate

The Time/Date the Segment of the Interaction started

segmentenddate

Date.SegmentEndDate

The Time/Date the Segment of the Interaction ended

segmenttime

 Raw.Segment

The Total Time for the Segment

convtosegmentstarttime

Raw.ConvToSegmentStart

The Total Time in the Interaction, before the segment started

convtosegmentendtime

Raw.ConvToSegmentEnd

The Total Time in the interaction, up to the end of the segment

segmenttype

 

 

conference

Fact.Conference

 

disconnectiontype

Fact.DisconnectionType

 

wrapupcode

Fact.WrapUpID

The GUID for the Wrap Up Code

recordingexists

Fact.RecordingExists

Was This Segment being recorded?

sessionprovider

 Fact.SessionProvider

Where is the source for the session?

flowid

Fact.FlowID

IVR Flow ID

flowname

Fact.FlowName

IVR Flow Name

flowversion

Fact.FlowVersion

IVR Flow Version Number

flowtype

Fact.FlowType

INBOUNDCALL,INQUEUECALL?

exitreason

Fact.ExitReason

How did the interaction finish with the IVR. DISCONNECT, TRANSFER, FLOW_DISCONNECT?

entryreason

Fact.EntryReason

 GUID of the Flow Entry Type

entrytype

Fact.EntryType

 Description of the Flow Entry Type

transfertype

Fact.TransferType

FLOW, NUMBER

transfertargetname

Fact.TransferTargetName

Where is the ivr sending the interaction

queueid

Fact.DQueueID

GUID of the Queue in the segment

userid

Fact.UserID

GUID of User/Agent in the segment

issuedcallback

Fact.IssuedCallBack

 Was a Callback Issued?

nflow

Count.Flow

 

tivr

Raw.IVR

Total Time in IVR

tflow

Raw.Flow

Total Time in Flow

tflowdisconnect

Raw.Flow

Total Time before Flow Disconnected

tflowexit

Raw.FlowExit

 

tflowout

Raw.FlowOut

The Time for the call Flow Out

tacd

Raw.ACD

ACD Time

tacw

Raw.ACW

ACW Time

talert

Raw.Alert

Alert Time

tanswered

Raw.Answer

Answer Time

ttalk

Raw.Talk

Talk Time to this point

ttalkcomplete

Raw.TalkComplete

Total Talk Time at Completion

thandle

Raw.Handle

Total Handle Time

tcontacting

Raw.Contacting

Total Contacting Time

tdialing

Raw.Dialing

DialingTime

tnotresponding

Raw.NotResponding

Total Not Responding Time

tabandon

Raw.Abandon

Abandon Time

theld

Raw.Held

Held Time

theldcomplete

Raw HeldComplete

Total Held Time at Completion

tvoicemail

Raw.Voicemail

Total Size of Voicemail

tmonitoring

Raw.Monitoring

 

noffered

Count.Offered

 Count of Offered

nconnected

Count.Connected

 

nconsult

Count. Consult

Count of Consults to other Agents

nconsulttransferred

Count.ConsultTransferred

Count of Warm Transfers

ntransferred

Count.Transferred

Count of Transfers

nblindtransferred

Count.BlindTransferred

Count of Blind Transfers

nerror

Count.Error

 

noutbound

Count.OutBound

 

nstatetransitionerror

Count.TransitionError

 

noversla

Count.OverSLA

 

sessiondirectionFact.SegmentDirectionThe Direction of the interaction, from the view of the purpose in the segment.
segdestinationConversationIdFact.ChildConversationIdDid this interaction spawn a new interaction and what was it's ID.