Measures under the DialogDetail producer

上次更新时间 : Feb 12, 2025 |

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.