Measures under the DialogDetail producer

Last Updated : Feb 12, 2025 |
Prolog information
Metadata
Keywords:
The following table lists the measures under the DialogDetail (CDR) producer:
Note:
Contact Detail Record (CDR) and Journal (JRNL) producers do not reset at midnight.
Measures
Description
Abandoned Indicator
An indicator that marks an abandoned interaction.
ACW End Timestamp
The time at which an agent ended the ACW session for an interaction.
ACW Indicator
The indicator that indicates if an agent entered the ACW state for an interaction.
ACW Start Timestamp
The time at which an agent entered the ACW session for an interaction.
Agent Display Name
The name of the agent as configured in Application Center Administration.
Agent First Name
The first name of the agent.
Agent ID
The unique identifier of the agent.
Agent Initiated Disconnect
This measure is an indicator that the interaction was disconnected by the agent.
Agent Last Name
The last name of the agent.
Agent Login Id
The login ID associated with the agent.
Barge End Timestamp
The time at the end of the barging interaction.
Barge Indicator
An indicator marking the agent was barged by a supervisor.
Barge Start Timestamp
The time at the start of the barging interaction.
Channel ID
Channel ID of interaction.
Channel Type
The channel type that the agent has handled contacts.
The channel types are the following:
  • Voice
  • Email
  • Chat
  • Chat and Messaging
Coach Indicator
The indicator that indicates the agent was coached by a supervisor.
Coach Timestamp
The time at the beginning of the coaching session.
Conference Indicator
Indicates that the interaction involved a consult that resulted in a conference.
Consult Initiated to User Indicator
Indicates if an agent initiated a consult to user call for the engagement.
Consult Accepted From User Indicator
Indicates if a consulted agent answered a consult to agent call for the engagement.
Dialog Id
The source system ID to identify the dialog.
Dialog Start Time
The time at the beginning of the dialog.
Direction
The direction of a message. The options are the following:
INCOMING: The email that a contact center receives from the customer.
OUTGOING: The email sent from the contact center.
Disposition Code Id
The ID associated with a call reason from the source system.
Engagement ID
The unique identifier for the interaction.
Engagement Start Timestamp
The time at which the interaction begins.
Engagement Source
The external system that is the source of the interaction. For example:
  • For social media messaging interactions, the Engagement Source displays Facebook, WhatsApp, Instagram, or X (Twitter).
    Note:
    From March 1, 2025, Avaya does not support messaging integration with X (Twitter). You can no longer configure X (Twitter) social media accounts with Avaya Experience Platform™ or use X (Twitter) to send or receive messages to or from customers.
  • For WebRTC interactions, the Engagement Source displays WebRTC.
  • For messaging interactions, the Engagement Source displays Web messenger.
Note:
From March 1, 2025, Avaya does not support messaging integration with X (Twitter). You can no longer configure X (Twitter) social media accounts with Avaya Experience Platform™ or use X (Twitter) to send or receive messages to or from customers.
External Call Indicator
A boolean value indicating that the agent initiated an external voice call.
External Participant Id
The unique ID to identify the customer.
IP Address
The external IP address for the device used by the agent during the interaction.
Message Type
The type of message received.
The message types are:
  • NEW
  • REPLY
  • FORWARD
Offered Attributes
The attributes for the interactions offered to an agent.
Provider Id
The unique identifier of the channel provider for the interaction.
Queue Attributes
The attributes of the interaction when it enters the queue.
Queue ID
The unique identifier of the queue for which the agent handled contacts.
Send From
Sender of the message set by the provider.
Send to
The recipients of the email message in the To field.
State
The current state of the interaction.
The states are:
  • Alerting
  • Active
  • Hold
  • ACW Activated
  • ACW Completed
Subject
The subject of the email message.
Source Address
The address of the engagement source.
For example, for social media interactions such as Facebook, WhatsApp, and Instagram, the Source Address displays the Business Page Name or Profile Name. For X (Twitter), the Source Address displays the Account Name.
Note:
From March 1, 2025, Avaya does not support messaging integration with X (Twitter). You can no longer configure X (Twitter) social media accounts with Avaya Experience Platform™ or use X (Twitter) to send or receive messages to or from customers.
Note:
From March 1, 2025, Avaya does not support messaging integration with X (Twitter). You can no longer configure X (Twitter) social media accounts with Avaya Experience Platform™ or use X (Twitter) to send or receive messages to or from customers.
For WebRTC interactions, the Source Address displays the Integration ID or Integration name.
Avaya Experience Platform™ Public Cloud agents and customers use this source to interact with each other.
Transfer Indicator
The indicator to identify if an agent transferred the interaction.
Warm Transfer to User Indicator
Indicates when a consult to user resulted in a transfer.
Warm Transfer to Queue Indicator
Indicates when a consult to queue resulted in a transfer.
Engagement Queued Timestamp
The time the interaction first enters a queue. It is only calculated if an inbound interaction is queued before an agent handles it.
Engagement Offered Timestamp
The time when the interaction is first offered to an agent.
For more information about real-time reports and measure descriptions, see Avaya Experience Platform™ Analytics Data Dictionary.