This page describes the fields that are generated for a call queue event.
Event | Description |
---|---|
uid | A user identifier for the caller, such as the contact’s account number. |
callUuid | A call identifier. |
callType | Inbound or outbound. |
customerUri | The caller’s phone number. If the caller witheld their number (cliRestricted = true), this is excluded. |
userProvidedCli | The caller’s CLI. If the caller witheld their number (cliRestricted = true), this is excluded. |
cliRestricted | Whether or not the caller withheld their CLI.If the caller witheld their CLI, cliRestricted = true. If the caller did not withold their CLI, cliRestricted = false. |
cliRestrictedEnum | If the caller withheld their CLI, either a number of digits may be missing from the end of the calling number or shown as asterisks, or the number is shown as “Anonymous”.If the Mask user CLI numbers in agent statistics feature has been set for your company by an administrator, the last three digits of all calling numbers are shown as asterisks. |
serviceNumber | The service number that was called. |
serviceNumberName | The name of the service that was called. |
organisationId | The internal number that is used to identify the company that was called. |
companyName | The name of the company that was called. |
resellerId | The ID of the reseller who provides the system. |
callStartTimestamp | The time that the caller was connected. |
failureMessage | If a call fails, this shows the failure reason. |
queueId | The identifier of the queue in which the call was held before it was handled. |
queueName | The name of the queue in which the call was held. |
queueDepartureReason | The reason why the call left the queue. |
groupPromotionLevel | The level of the group that answered the call. If the call was answered by the initial group (group 1), “0” is displayed. If the call was not answered by the initial group, this shows the level of the group that answered the call: “1” if the call was answered by group 2, “2” if the call was answered by group 3, and so on. |
ender | The party that ended the call. |
endNodeName | The system name of the node that ended the call, as configured in Flow Editor. |
endReason | The reason why the call ended. |
startTimestamp | The time that the call was connected.Note: This is not the same as the time that the call was answered. |
tsStart | The time that the call joined the queue. |
timestamp | The time that the caller was disconnected. |
durationMs | The total length of the call (in milliseconds), measured from the time that the call was connected (startTimestamp) to the time that the call was disconnected (timestamp). This includes the time spent waiting in the queue.durationMs = timestamp – startTimestamp. |
callConnected | Whether or not the caller was connected to an agent. |
callDropped | Whether or not the call was dropped. |
callQueueTransferredIn | Whether or not the call entered the queue via a transfer. |
callQueueTransferredOut | Whether or not the call exited the queue via a transfer. |
previousQueueId | Identifies the previous queue in which the call was held. |
nextQueueId | Identifies the following queue in which the call was held. |
totalHoldTimeMs | The total time (in milliseconds) that the caller spent on hold. |
totalTalkTimeMs | The total time (in milliseconds) that the caller spent talking to an agent. This time does not include the time spent waiting in a queue. |
totalTransferAgentConnectTimeMs | The total time (in milliseconds) measured from when the call transfer started to when the call was answered by the agent to whom it was transferred. |
agentTransferred | Whether or not the agent transferred the call. |
totalQueueTimeMs | The total time (in milliseconds) that the caller spent waiting in the queue. |
totalWaitingTimeMs | The total time (in milliseconds) that the caller has spent waiting in queues, measured from when the call joined the first queue (after all non-uninterruptible announcements completed) to when the call was connected to the first agent. The waiting time includes the ringing time and the answering time of the agent. It is regardless of the length of each call. |
queueAnnouncementTimeMs | The total time (in milliseconds) spent playing the in-queue announcement to the caller. |
wrapUpTimeMs | The total time (in milliseconds) that the agent spent wrapping up the call. |
numTransferAttempts | The number of times that attempts were made to transfer the call. |
numTransferSuccesses | The number of times that the call was transferred successfully. |
contactCalledBack | Whether or not the contact was called back by the agent. |
rescheduleCount | The number of times that a callback for the call was rescheduled. |
targetAgentId | The agent to whom the call is given. |
numberType | The type of number. For example “International”. |
numConsultAttempts | The total number of times that the agent pressed the Consult button. |
numConsultSuccesses | The total number of times that the agent tried to consult with another agent or a supervisor and the party being consulted accepted the call. |
numWarmTransferConnected | The total number of times that the agent tried to transfer the call and the call was successfully accepted by the destination party. |
initialAgentGroupName | The group to which the agent who first handled the call belonged. |
transferTarget | The agent to whom the call was intended to be transferred. |
initialAgentName | The name of the agent who first handled the call. |
transferTargetId | Identifies the queue or user (agent/supervisor) to which the call was transferred. |
queueLength | The length of the queue at the time that this call was added to the queue. |
totalAnnouncementTimeMs | The total time (in milliseconds) spent playing announcements to the caller. |
callFailure | Whether or not the call failed. If the call failed, this is set to true. |
failureNodeName | The system name of the node that failed the call, as configured in Flow Editor. |
releaseCause | The reason why the call ended. |
failureTimestamp | The time that the call failed. |