Name

Alias

Description

userid

Fact.GCUserID

The GUID of the User

direction

Fact.Direction

 The Direction of the Interaction

queueid

Fact.GCQueueID

The GUID of the queue

mediatype

Fact.MediaType

voice,callback,email,sms,social

wrapupcode

Fact.WrapUpID

The GUID for the WrapUp Code

startdate

Date.RowDate

 The start of the 30 min Interval (in UTC Time For User Interaction Data) (In LTC for Daily, Weekly & Monthly Tables) 

startdateltcDate.RowDateLTC
The start of the 30 min interval in Local Time (Defined in Config) User Interaction Data Only Not The Daily, Weekly, Monthly Tables

talertcount

Count.Alert

The number of times Agents were alerted 

talerttimesum

Raw.AlertTot

The Total Alert Time

talerttimemax

Raw.AlertMax

The Maximum Alert Time for one interaction on one agent

talerttimemin

Raw.AlertMin

The Minimum Alert Time for one interaction on one agent 

tansweredcount

Count.Answer

The Count of interactions answered

tansweredtimesum

Raw.AnswerTot 

The Total Time taken to answer interactions 

tansweredtimemax

Raw.AnswerMax 

The Maximum Answer Time for one interaction 

tansweredtimemin

Raw.AnswerMin 

The Minimum Answer Time for one interaction 

ttalkcount

Count.Talk

 

ttalktimesum

Raw.TalkTot

Total Talk Time during the interval regardless of whether the interaction completed or not

ttalktimemax

Raw.TalkMax

The Maximum Talk time by one Agent during the interval

ttalktimemin

Raw.TalkMin

The Minimum Talk Time by one Agent during the interval

ttalkcompletecount

Count.TalkComplete

Total Count of Interactions Talked to that completed during the interval

ttalkcompletetimesum

Raw.TalkCompleteTot

Total Talk Time during the interval on completed interactions only 

ttalkcompletetimemax

Raw.TalkCompleteMax

The Maximum Talk time by one Agent completed during the interval

ttalkcompletetimemin

Raw.TalkCompleteMin

The Minimum Talk Time by one Agent completed during the interval 

tnotrespondingcount

Count.NotResponding

The Count of the times Agents went into the Not Responding Routing Status during the interval 

tnotrespondingtimesum

Raw.NotRespondingTot

The Total Time Spent in the Not Responding Routing Status

tnotrespondingtimemax

Raw.NotRespondingMax

The Maximum Time Spent in Not Responding for one Agent and one Occurrence finishing during the interval.

tnotrespondingtimemin

Raw.NotRespondingMin

The Minimum Time Spent in Not Responding for one Agent and one Occurrence finishing during the interval.

theldcount

Count.Held

The Count of times Interactions were put on hold during the interval. Also the number of times Chats/Emails/Social lose focus in multi interaction environments.

theldtimesum

 Raw.HeldTot

The total time Interactions were put on hold during the interval. Also the total time Chats/Emails/Social lose focus in multi interaction environments.

theldtimemax

 Raw.HeldMax

The maximum time one Interaction was put on hold during the interval. Also includes Chats/Emails/Social losing focus in multi interaction environments

theldtimemin

 Raw.HeldMin

The minimum time one Interaction was put on hold during the interval. Also includes Chats/Emails/Social losing focus in multi interaction environments

theldcompletecount

 Count.HeldComplete

The total count of Interaction that were put on hold and completed that hold during the interval. Also the total time Chats/Emails/Social lose focus in multi interaction environments.

theldcompletetimesum

 Raw.HeldCompleteTot

The total time for Interactions that were put on hold and completed that hold during the interval. Also the total time Chats/Emails/Social lose focus in multi interaction environments.

theldcompletetimemax

 Raw.HeldCompleteMax

The maximum time one Interaction was put on hold and completed that hold during the interval. Also the total time Chats/Emails/Social lose focus in multi interaction environments.

theldcompletetimemin

 Raw.HeldCompleteMin

The minimum time one Interaction was put on hold and completed that hold during the interval. Also the total time Chats/Emails/Social lose focus in multi interaction environments.

thandlecount

Count.Handle

The total number of Interactions handled during the interval

thandletimesum

Raw.HandleTot

The total handle time for the interval

thandletimemax

Raw.HandleMax

The Maximum handle time for one interaction during the interval

thandletimemin

Raw.HandleMin

The Minimum handle time for one interaction during the interval

tacwcount

Count.ACW

The total count of ACW for the interval

tacwtimesum

Raw.ACWTot

The total time for of ACW for the interval

tacwtimemax

Raw.ACWMax

The Maximum ACW  time for one interaction during the interval

tacwtimemin

Raw.ACWMin

The Minimum ACW time for one interaction during the interval

nconsult

Count.Consult

The total number of consults with other staff

nconsulttransferred

Count.ConsultTransfer

Count of interactions transferred

noutbound

Count.Outbound

 

nerror

Count.Error

Count of Errors in the interval

ntransferred

Count.Transfer

Count of interactions transferred

nblindtransferred

Count.BlindTransfer

Count of interactions transferred

nconnected

Count.Connected

 

tdialingcount

Count.Dialing

Count of User / Agent Dialing

tdialingtimesum

Raw.DialingTot

Total time spent Dialing

tdialingtimemax

Raw.DialingMax

Maximum Dialing time on one interaction

tdialingtimemin

Raw.DialingMin

Minimum Dialing Time on One interaction

tcontactingcount

Count.Contacting

 

tcontactingtimesum

Raw.ContactingTot

 

tcontactingtimemax

Raw.ContactingMax

 

tcontactingtimemin

 Raw.ContactingMin

 

tvoicemailcount

 Count.VoiceMail

Count of Voicemails left

tvoicemailtimesum

 Raw.VoiceMailTot

Total Length of VoiceMails Left

tvoicemailtimemax

 Raw.VoiceMailMax

Maximum Length of one VoiceMail Left during the interval

tvoicemailtimemin

 Raw.VoiceMailMin

Minimum Length of one VoiceMail Left during the interval


Archive Tables


The Daily Table is populated every morning at 2 am for the previous day. 

The Weekly table is populated on a Monday morning at 2 am for the previous week, running from Mon-Sun.  

The Monthly table is populated on the first of the month at 2 am for the previous month.