Type of Records Available in Each Repository
Standard CSR and CAR Fields and Measures
- Customer Session Repository (CSR)
- Customer Activity Repository (CAR)
Standard ASR and AAR fields and measures
- Agent Session Repository (ASR)
- Agent Activity Repository (AAR)
Agent States
Call States
Call Reason Codes

Type of Records Available in Each Repository

The following table describes the type of records aggregated in each customer and agent activity and session repository.


Record Type	Description	Examples
Customer Activity Record	Represents an atomic step in the customer workflow	Customer in IVR or queue, talking to agent, on hold Customer on home page, product page, checkout page
Customer Session Record	Represents the customer workflow, consisting of a sequence of customer activities	Customer call to a call center Customer visit to a Web site Customer visits Web site and chats with agent Customer sends email and agent responds
Agent Activity Record	Represents an atomic step in the agent workflow	Agent idle, available, talking, wrapping up Agent offline, dialing, talking, entering notes Agent idle, available, chatting, wrapping up Agent offline, reading email, responding, wrapping up
Agent Session Record	Represents the agent workflow, consisting of a sequence of agent activities	Agent handles a service call and logs an incident Agent places an outbound call and sets up a meeting Agent chats with a customer and answers a question Agent reads and responds to a customer email

The following sections provide more detail about record contents:

Standard CSR and CAR Fields and Measures

Customer Session Repository (CSR)

The standard fields and measures aggregated in the CSR are described in the following sections:

Column Name

Description

Field or Measure

Data Type

Abandoned SL Count

Number of calls that got terminated while in queue within the Service Level threshold provisioned for the queue or skill.

Measure

Integer

Abandoned Type

The Abandoned Type is set when the call is abandoned. The following values show the states of the call when abandoned.

new
queue
treatment
agent-connect

Checks the previous event before the ended event and sets the value accordingly. For instance, if the previous event before the ended event is parked, the Abandoned Type is set to queue.

Field

Integer

Abandonment Reason

Reason for the call abandonment. The abandonment reason can be one of the following:

Agent Left: The agent ended the call.
Customer Left: The customer ended the call.
Queue Timeout: The call ended because it was queued for longer than the configured timeout in a queue.
System Error: The call ended because of system errors.
Agent Disconnected: The call ended because the agent was disconnected from the call.
Blind Transfer Failed: The inbound call ended because the call contact transfer to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention failed.
RONA Timer Expired: The outbound call ended because the agent was unable to answer the call.
Interaction Cleanup: The contact was cleaned up for serviceability or troubleshooting purpose.

Field

String

Activity Span

The amount of time, in seconds, that an agent was engaged in the activity during the specified interval.

Measure

Long

Agent Endpoint (DN)

The endpoint (number, email, or chat handle) on which an agent receives calls, chats, or emails.

Field

String

Agent Hangup Count

Number of times an agent hung up a call.

Measure

Integer

Agent ID

A string that identifies an agent.

Field

String

Agent Leg Blob ID

String identifier for the blob that contains the recording of the agent's side of the call.

Field

String

Agent Login

Field

String

Agent Name

The name of the agent who answers customer calls, chats, and emails.

Field

String

Agent Session ID

A string that identifies an agent’s login session.

Field

String

Agent System ID

A string that identifies an agent.

Field

String

Agent To Agent Transfer Count

The number of times an agent transferred inbound contacts to another agent after consult.

Measure

Integer

Agent To Entrypoint Transfer Count

Number of times a call was transferred from an agent to an EP.

Measure

Integer

Agent To Queue Transfer Count

Number of times a call was transferred from an agent to a queue.

Measure

Integer

Agent Transfered In Count

Number of times a call was transferred to an agent.

Measure

Integer

Automatic Number Identification (ANI)

ANI digits delivered with a call.

Note

ANI is a service provided by the phone company that delivers the caller’s phone number along with the call.

Field

String

BargedIn Count

Barged in count. The count is incremented across callLeg for Barged In event until barge-ended event is received.

Measure

Integer

BargedIn Duration

Duration (in milli-seconds) between barged-started and ended events.

Measure

Long

BargedIn Failed Count

Count of barged-failed events.

Measure

Integer

Blind Transfer Count

The number of times a call was transferred by an agent to another agent or an external DN (Dial Number) via a blind transfer.

Measure

Integer

Bot Name

Name of the bot.

Field

String

Callback Agent Name

Name of the agent making the callback.

Field

String

Callback Connected Time

Time at which the callback was connected between the agent and the customer.

Measure

Long

Callback Number

Number based on the ANI or the number that was configured in the workflow.

Field

String

Callback Queue Name

Name of the queue used for callback.

Field

String

Callback Request Time

Time at which the customer opted for the callback.

Measure

Long

Callback Team Name

Name of the team to which the agent who does the callback, belongs to.

Field

String

Call Completed Count

Number of calls that were completed.

Measure

Integer

Call Direction

Indicates whether the call is an inbound call or an outbound call.

Field

String

Caller Leg Blob ID

String identifier for the blob that contains the recording of the caller side of the call.

Field

String

Call Escalated to Queue

Indicates whether the call was escalated to queue.

Measure

Integer

Call Paused Count

Number of times a call was in paused state.

Measure

Integer

Call Progress Detection

Represents the call progress detection (CPD) value returned from telephony for outdial call.

Field

String

Call Resumed Count

Number of times a call was resumed.

Measure

Integer

Campaign Id

ID of the campaign.

Measure

Integer

Campaign Name

Name of the campaign created.

Measure

String

Campaign Status

Status of the campaign call—either success or failure.

Measure

String

Chained In To Entrypoint Count

Calls transferred from one EP to another.

Measure

Integer

Chained In To Queue Count

Calls moved from EP to Queue.

Measure

Integer

Channel ID

ID assigned to the media channel to which the agent is logged in.

Field

String

Channel Type

Number of media channels to which agents are currently logged in.

Field

String

Chat Exit Reason

Reason to leave the customer chat.

Measure

String

Chat Note

Summarizes the customer conversation with an agent.

Field

String

Chat Priority

Priority for chat.

Field

String

Chat Reason

Reason why the customer is in chat with the support team.

Field

String

Conference Count

Number of times an agent established a conference call with the caller and another agent.

Measure

Integer

Conference Duration

The amount of time an agent spent in conference with a caller and another agent.

Measure

Integer

Connected Count

Number of times the contact was in connected state (that is, talking).

Measure

Integer

Connected Duration

Duration of connected (talking) state within this interaction.

Measure

Long

Consult Count

Number of times an agent initiated a consult call with another agent or someone at an external number while handling a call.

Measure

Integer

Consult Duration

The amount of time an agent spent consulting with another agent while handling a call.

Measure

Integer

Consult Ep Count

Number of calls that went for consult to EP.

Measure

Integer

Consult Ep Duration

Duration in milli-seconds, for consult to EP.

Measure

Long

Contact Count

Number of contacts.

Measure

Integer

Contact End Timestamp

Time when the contact ended.

Measure

Long

Contact Reason

Reason why the customer is contacting the call center.

Field

String

Contact Session ID

A unique string that identifies the contact session.

Field

String

Contact Start Timestamp

Time when the contact started.

Measure

Long

CPA Status

Call Progress Analysis (CPA) monitors and reports on various call progress scenarios, indicating successful connections or failures.

Field

String

CSAT Score

Customer satisfaction score.

Measure

Integer

CTQ Count

Number of consult-to-queue within an interaction.

Measure

Integer

CTQ Duration

Total duration spent on consult-to queue within an interaction.

Measure

Integer

Current State

Current state of the contact.

Field

String

Customer Email Address

Email address of the customer.

Field

String

Customer Name

Name of the customer.

Field

String

Customer Phone Number

Phone number of the customer.

Field

String

Dialed Number Identification Service (DNIS)

DNIS digits delivered with the call.

Note

DNIS is a service provided by the phone company to deliver a digit string indicating the number that the caller dialed from, along with the call.

Field

String

Email BCC List

List of BCC for the email.

Field

String

Email Body

Body of the email.

Field

String

Email CC List

List of CC for the email.

Field

String

Email Content

Content of the email.

Field

String

Email Content Type

Content type of the email.

Field

String

Email Date

Date on which the email was received.

Field

String

Email Disposition

Indicates that the email message doesn't require retention or are kept as long as needed by the agent, but can be deleted any time.

Field

String

Email Full Message

Full message of the email.

Field

String

Email Message Deleted

Email message that was deleted.

Field

String

Email Message Id

A unique string that identifies the email message.

Field

String

Email Meta Data

Additional information attached to an email message that contains details about the message and its transmission.

Field

String

Email Ref

Reference of the email.

Field

String

Email Reply Body

Body of the reply to the email.

Field

String

Email Reply Content

Content type of the reply to an email.

Field

String

Email Reply To

Reply to the sender of the email.

Field

String

Email Sent Flag

Flag that indicates whether email was sent.

Field

String

Email Subject

Subject of the email.

Field

String

Email To List

List of recipients of the email.

Field

String

Entrypoint (EP) ID

ID assigned to an entry point.

Field

String

Entrypoint Name

Name of the EP, which is the landing place for customer calls on the Webex Contact Center system. One or more toll-free or dial numbers can be associated with a given EP. IVR call treatment is performed while a call is in the EP. Calls are moved from the EP into a queue and are then distributed to agents.

Field

String

Entrypoint System ID

ID assigned to an EP.

Field

String

Entrypoint To Entrypoint Transfer Count

Number of times a call was transferred from an EP to another EP.

Measure

Integer

External ID

This is a reference to the call in an external system.

Field

String

Failed Callback Retry Count

The number of times a callback retry failed.

Measure

Integer

Feedback Comment

Customer feedback.

Field

String

Feedback Survey OptIn

Indicates whether the customer has opted for feedback.

Field

String

Feedback Type

The type of survey that the customers have opted for (Inline survey or Deferred survey).

Field

String

Final Queue ID

ID of the the queue to which the call was queued to in the Webex Contact Center system.

Field

String

Final Queue Name

Name of the the queue to which the call was queued to in the Webex Contact Center system.

Field

String

Final Queue System ID

ID of the queue in which the task is lined up.

Field

String

First Queue ID

ID of the first queue in which the task is lined up.

Field

String

First Queue Name

Name of the the first queue parked in the Webex Contact Center system.

Field

String

First Queue System ID

ID of the first queue in which the task is lined up.

Field

String

Full Monitoring Count

Number of calls that were completely monitored.

Measure

Integer

Global_FeedbackSurveyOptIn

Indicates whether the customer has opted to participate in (opt-in) or not participate in (opt-out) a post call survey.

Field

String

Global_Language

Indicates the language that a customer uses in the flow.

Note

The default value is en-US.

Field

String

Global_VoiceName

Indicates the output-recorded name used in the flow.

Note

The default value is Automatic. When the value is Automatic, dialogflow chooses the voice name for a given language.

Field

String

Handle Type

Shows how the call was handled: short, abandoned, or normal.

Field

String

Has Callback

Indicates whether the customer has requested for a call back.

Measure

Integer

Hold Count

Number of times an agent put an inbound caller on hold.

Measure

Integer

Hold Duration

Total duration for which a call was on hold.

Measure

Integer

Inbound Transcript

Entire chat transcript or inbound email transcript.

Field

String

Is Barged

Indicates whether the call was monitored. Supported values are 0 and 1. 1 indicates that the call was monitored.

Field

Integer

Is Campaign

Indicates whether the call was a campaign call.

Measure

Integer

Is Coached

Indicates whether an agent is being coached.

Measure

Integer

Is Contact Handled

Flag that indicates whether the contact was handled by an agent.

Supported values are 0 and 1.

Measure

Integer

Is Current Session

Flag that indicates whether the session is an active session.

Supported values are 0 and 1. The value 1 indicates that the session is active.

Measure

Integer

Is Handled By Preferred Agent

Indicates whether the contact was handled by preferred agent.

Measure

Integer

Is Monitored

Flag indicates whether the call is being monitored.

Supported values are 0 and 1.

Measure

Integer

Is Offered

Indicates whether the call was offered to an agent. Supported values are 0 and 1. 1 indicates that the call was offered to an agent.

Measure

Integer

Is Outdial

Flag that indicates whether this was an outdial contact or not.

Supported values are 0 and 1.

Measure

Integer

Is Recorded

Flag that indicates whether the contact was recorded.

Supported values are 0 and 1.

Field

Integer

Is Recording Deleted

Flag that indicates whether the recording has been deleted.

Measure

Integer

Is Within Service Level

Flag that indicates whether the call is within the service level threshold. Supported values are 0 and 1.

Service level threshold for each queue is configured when creating or editing a queue via the Provisioning module in the Management Portal, under the Advanced Settings section of the Queue window.

The call is considered within the service level when the call is connected to an agent within the service level threshold specified for that queue. In this scenario, Is Within Service Level is set to 1.

The call is considered within the service level when the call is connected to the agent directly (straight transfer) without being parked in a queue. In this scenario, Is Within Service Level is set to 1.

The call is considered outside the service level if the call handle type is short or abandoned, or the call is sent to overflow, or the queue duration is greater than the service level threshold specified for that queue. In this scenario, Is Within Service Level is set to 0.

The self-service call (with termination type = self_service) will also have Is within Service Level set to 0.

Is Within Service Level is calculated on the last queue before the call is connected to an agent, abandoned, or sent to overflow.

Measure

Integer

IVR Count

Number of times the contact was in IVR state.

Measure

Integer

IVR Duration

The amount of time, in minutes, during which a call was in IVR state.

Measure

Integer

IVR Ended Count

Number of times the contact was ended in IVR state.

Measure

Integer

IVR Script ID

A string that identifies IVR.

Field

String

IVR Script Name

The name of the flow in the Call Control section of the routing strategy configuration.

Field

String

IVR Script Tag ID

A string that identifies the IVR's flow tag.

Field

String

IVR Script Tag Name

The name of the flow tag in the Call Control section of the routing strategy configuration.

Field

String

IVR Summary

Summary of the number of contacts in the IVR.

Field

String

Last Callback Status

Status of the callback—either success or not processed.

Field

String

LCM Contact

List and Campaign Manager (LCM) contact details.

Field

String

Midcall Monitoring Count

Number of calls for which monitoring started midcall.

Measure

Integer

Monitor End TimeStamp

Timestamp at which the supervisor ended the monitoring.

Measure

Long

Monitor Full Name

Name of the supervisor who is monitoring the call.

Field

String

Monitoring Duration

Duration in milli-seconds for which a call is monitored.

Measure

Long

Monitoring Error Count

Count of monitoring-error events.

Measure

Integer

Monitoring Hold Count

Count is incremented in case of a monitoring-hold event. This count is incremented across callLeg until monitoring-unhold event is received.

Measure

Integer

Monitoring Hold Duration

Duration in milli-seconds for which a call is on hold during monitoring.

Measure

Long

Monitoring URI

URI of the supervisor

Field

String

Monitor Status

Indicates if call is being monitored. The status of the monitoring session could be one of the following:

Request Pending: The request is submitted.
Monitoring: The supervisor has picked up the phone.

Field

String

Monitor TimeStamp

Timestamp at which the supervisor started the monitoring.

Measure

Long

Monitor Type

Type of monitoring.

Field

String

Monitor User Id

ID of the supervisor who monitors the call.

Field

String

Monitor User System Id

ID of the supervisor who monitors the call.

Field

String

Monitor Visibility

Indicates whether the monitoring session is being displayed on the Management Portal for other users.

To prevent the monitoring session from being displayed on the Management Portal for other users, check the Use Invisible Mode check box.

Measure

Integer

Name of Activity

Shows the name of the activity such as CVA, Play Prompt, Menu, and Queue.

Field

String

Number of Opt-outs

The number of customer contacts that opted out of a particular queue on the given date.

Measure

Integer

Outbound Transcript

Outbound email transcript.

Field

String

Outbound Type

Indicates whether the call is an inbound call or an outbound call.

Field

String

Outdial Consult Count

Number of times the call had any kind of consult within an outdial interaction.

Measure

Integer

Outdial Consult Ep Count

Number of times the call had a consult to Entry Point within an outdial interaction.

Measure

Integer

Outdial Consult Ep Duration

Duration in milli-seconds for consult to EP-DN in case of outdial call.

Measure

Long

Outdial CTQ Count

Number of times the call had a consult-to-queue within an outdial interaction.

Measure

Integer

Outdial Type

Indicates the type of outdial call.

Field

String

Overflow Count

Count of calls overflown in queue.

Measure

Integer

Paused Duration

The amount of time in milli-seconds during which a call was in pause state.

Measure

Integer

Preferred Agent Name

Name of the preferred agent who made the callback to the contact in queue.

Field

String

Preferred Agent System Id

A string that identifies preferred agent.

Field

String

Previous Agent ID

A string that identifies an agent.

Field

String

Previous Agent Name

Name of an agent, that is, a person who answers customer calls.

Field

String

Previous Agent Session ID

A string that identifies an agent’s login session.

Field

String

Previous Queue ID

ID of the queue associated with the interactions.

Field

String

Previous Queue Name

Name of the queue associated with the interactions.

Field

String

Questions Answered

Number of questions answered as part of IVR post call survey.

Measure

Integer

Questions Presented

Total number of questions posted to the customer as a part of IVR post call survey.

Measure

Integer

Queue Count

Number of queues that the contact entered in its entirety.

Measure

Integer

Queue Duration

The amount of time, in seconds, that a contact spent in queue waiting.

Measure

Integer

Queue To Entrypoint Transfer Count

Number of times a call was transferred from a queue to an EP.

Measure

Integer

Queue To Queue Transfer Count

Number of times a call was transferred from a queue to another queue.

Measure

Integer

Realtime Update Timestamp

The time when the realtime process updated the record.

Measure

Long

Reason

Reason for ending the call. The reason can be one of the following:

Agent Ends: The agent did not answer the call within the configured RONA timeout duration.
Agent Left: The agent ended the call.
Customer Busy: The called line is detected as busy.
Customer Left: The customer ended the call.
Customer Unavailable: The customer phone number is not registered.
No Answer From Customer: The customer did not answer within the configured RONA timeout duration.
Not Found: The user ID does not exist at the domain specified in the Request-URI or the domain in the Request-URI does not match any of the domains that are handled by the recipient of the request.
Participant Invite Timer Expired: The call was ended because the agent device could not be invited to or notified about the call within the configured timeout duration.
Queue Timeout: The call was queued for longer than the configured timeout in a queue.
RONA Timer Expired: The agent was unable to answer the call within the configured RONA timeout duration.
Interaction cleanup: The contacts that are stuck are cleaned up by the system.
Bad Request: The server cannot understand the request due to invalid syntax.
System Admit Failed: The system is unable to place the incoming call in queue.
System Errors: The call ends due to system errors.

Field

String

Recording Count

The number of times a call was recorded.

Measure

Integer

Recording Deleted Timestamp

Time when the recording was deleted.

Measure

Long

Recording Error Count

Count of recording error events.

Measure

Integer

Recording File ID

Unique ID of the recording file.

Field

String

Recording File Size

Represents the size of the recorded file.

Measure

Long

Recording Location

Location of the conversation record file.

Field

String

Routing Type

The routing type used to route the contacts to the agent.The routing type can be skillBased or Longest Available.

Field

String

Sequence of Activity

A string with the sequence of flow activities the interaction went through separated by comma.

Field

String

Short in IVR Count

Indicates if a call was terminated as short while in IVR state. A call is considered short if terminated within the configured Short Call Threshold, calculated from the start of the call.

Measure

Integer

Short In Queue Count

Indicates if a call was terminated as short while in parked state. A call is considered short if terminated within the configured Short Call Threshold, calculated from the start of the call.

Measure

Integer

Silent Monitoring Count

Number of times a contact was silently monitored.

Measure

Integer

Site ID

ID assigned to a call center location.

Note

The field displays N/A until the call is connected to an agent.

Field

String

Site Name

Call center location to which a call was distributed.

Note

The field displays N/A until the call is connected to an agent.

Field

String

Site System ID

The ID assigned to a call center location.

Note

The field displays N/A until the call is connected to an agent.

Field

String

Source of Callback

The source of the callback.

The source of a callback can be web, chat, or IVR.

Field

String

Stereo Blob ID

String identifier for the blob that contains recording of the call in stereo.

Field

String

Sub Channel Type

The Social Channels (Facebook and SMS) are displayed with statistics.

Field

String

Sudden Disconnect Count

Indicates if the call was terminated with a sudden disconnect. A call is considered suddenly disconnected if it is terminated within the configured sudden disconnect threshold after connecting to an agent (timer starts on agent connect)

Measure

Integer

Survey Completed

Indicates if the survey was completed during the interaction.

Measure

Integer

Team ID

ID assigned to a team.

Note

The field displays N/A until the call is connected to an agent.

Field

String

Team Name

A group of agents at a specific site who handle a particular type of call.

Field

String

Team System ID

The ID of the team that the agent handled the contact belongs to.

Note

The field displays N/A until the call is connected to an agent.

Field

String

TenantId

Id assigned to the tenant.

Field

String

Terminated By

Indicates the party that terminated the interaction. The terminating end can be one of the following:

Agent: The agent terminated the interaction.
Customer: The customer terminated the interaction.
System: The call was terminated during or after IVR processing because of the following reasons:
- Errors while adding a contact to the queue
- Errors while fetching the routing-strategy for a new contact in the Outdial flow
- Errors while parking a contact in the queue
- Errors while assigning an agent to the parked contact within the configured timeout period
- Errors while escalating a call to an agent
- Errors while fetching the routing-strategy for processing the contact hand-off to a destination flow
- Errors while assigning a contact to an agent even after the agent accepts the offer, due to an error in Media
- Errors due to crossing the maximum vteam transition allowed limit
- Errors due to special scenarios of the RONA timeout during the Blind Transfer activity
- Internal cleanup events (InteractionCleanup or ContactCleanup)

Field

String

Termination Type

A text string specifying how a call was terminated.

Field

String

Total Monitoring Count

Number of times a contact was monitored.

Measure

Integer

Total Outdial CTQ Time

Total duration spent on consult-to queue within an outdial interaction.

Measure

Long

Total Ringing Duration

The amount of time in milli-seconds spent by the agent in the ringing state, during the session.

Measure

Long

Transcription Available

Indicates whether transcription available(true) or not available(null).

Measure

Integer

Transcript Requested

Flag that indicates whether the customer has requested the chat transcript.

Supported values are 0 and 1. The value 1 indicates that the customer has requested the chat transcript

Field

String

Transfer Count

The number of times a call was transferred by an agent.

Measure

Integer

Transfer Error Count

Count of transfer error failures.

Measure

Integer

Transfer In To Entrypoint Count

Count of calls transferred by agents to EP.

Measure

Integer

Type of Callback

The type of the callback.

The callback type can be either Courtesy or Web UI .

Field

String

Whisper Coach Count

Indicates the number of times whisper coaching is initiated during a call.

Measure

Integer

Whisper Coach Duration

Duration in milli-seconds, between coach-started and ended.

Measure

Long

Whisper Coach Failed Count

Count of CoachFailed events.

Measure

Integer

Wrapup Code Name

Wrapup code that the agent gave for the interaction.

Field

String

Wrapup Code System ID

A string that identifies a Wrapup code.

Field

String

Wrapup Duration

Total time the agents spent in the Wrapup state after handling interactions.

Measure

Integer

Customer Activity Repository (CAR)

The standard fields and measures aggregated in the CAR are described in the following sections:

Column Name

Description

Field or Measure

Data Type

Activity Count

The count of the activity (CAR) record.

Note: The value of this field is always set to 1.

Measure

Integer

Activity Duration

The amount of time between the start of an activity and the end of the activity.

Note: This value is not populated in real-time, it is recorded after the completion of the activity.

Measure

Integer

Activity End Timestamp

The timestamp when the activity was terminated.

Measure

Long

Activity Name

Name of the activity executed in the flow.

For example, QueueContact_5g0

Field

String

Activity Span

The amount of time, in seconds, that an agent was engaged in the activity during the specified interval.

Measure

Long

Activity Start Timestamp

The timestamp when the activity started.

Measure

Long

Activity State

Represents state of an activity.

Field

String

Activity Type

Type of the activity executed in the flow.

For example, queue-contact.

Field

String

Agent Endpoint (DN)

The endpoint (number, email, or chat handle) on which an agent receives calls, chats, or emails.

Field

String

Agent ID

A string that identifies an agent.

Field

String

Agent Login

Field

String

Agent Name

The name of an agent, that is, a person who answers customer calls, chats, and emails.

Field

String

Agent Session ID

A string that uniquely identifies an agent’s login session.

Field

String

Agent System ID

A string that identifies an agent.

Field

String

ANI

ANI digits delivered with a call.

Note

Automatic Number Identification (ANI) is a service provided by the phone company that delivers the caller’s phone number along with the call.

Field

String

Call Paused Count

Number of times a call was in the Paused state.

Measure

Integer

Call Resumed Count

Number of times a call was resumed.

Measure

Integer

Callback Request Time

The time at which the customer opted for the callback.

Measure

Long

Channel ID

The Channel ID of the agent associated with the contact.

Field

String

Channel Type

The type of media assigned to a media channel.

Field

String

Child Contact Id

The ID of the call in the case of consult to EP-DN.

Field

String

Child Contact Type

The type of the call in the case of consult to EP-DN.

Field

String

Consult EntryPoint Id

Entry point ID in the event of consult to EP-DN.

Field

String

Consult EntryPoint Name

Name of the entry point in the event of consult to EP-DN.

Field

String

Consult EntryPoint System Id

Entry point System ID in the event of consult to EP-DN.

Field

String

Contact Session ID

A unique string that identifies the contact session.

Field

String

Customer Email Address

The email address of the customer.

Field

String

Customer Name

The name of the customer.

Field

String

Destination Queue Id

Queue ID to which the call was transferred.

Field

String

Destination System Id

Queue System ID to which the call was transferred.

Field

String

DNIS

DNIS digits delivered with the call.

Note

Dialed Number Identification Service (DNIS) is a service provided by the phone company to deliver a digit string indicating the number that the caller dialed from, along with the call.

Field

String

Email BCC List

List of BCC for the email.

Field

String

Email Body

Body of the email.

Field

String

Email CC List

List of CC for the email.

Field

String

Email Content

Content of the email.

Field

String

Email Content Type

Content type of the email.

Field

String

Email Date

Date on which the email was received.

Field

String

Email Disposition

Indicates that the email message doesn't require retention or are kept as long as needed by the user, but can be deleted any time.

Field

String

Email Full Message

Full message of the email.

Field

String

Email In Reply To

Reply to the sender of the email.

Field

String

Email Message Deleted

Email message that was deleted.

Field

String

Email Message Id

A unique string that identifies email message.

Field

String

Email Meta Data

Additional information attached to an email message that contains details about the message and its transmission.

Field

String

Email Ref

Reference of the email.

Field

String

Email Reply Body

Body of the reply to an email.

Field

String

Email Reply Content

Content type of the reply to an email.

Field

String

Email Reply To

Reply to the sender of the email.

Field

String

Email Sent Flag

Flag that indicates whether email was sent.

Field

String

Email Subject

Subject of the email.

Field

String

Email To List

List of recipients of the email.

Field

String

Entrypoint ID

The ID assigned to an entry point (EP).

Field

String

Entrypoint Name

The name of the EP, which is the landing place for customer calls on the Webex Contact Center system. One or more toll-free or dial numbers can be associated with a given EP. IVR call treatment is performed while a call is in the EP. Calls are moved from the EP into a queue and are then distributed to agents.

Field

String

Entrypoint System ID

The ID assigned to an EP.

Field

String

Failed Callback Retry Count

The number of times a callback retry failed.

Field

String

Is Current Activity

Flag that indicates whether the activity is a current activity, and that activity hasn't ended.

Supported values are 0 and 1.

Measure

Integer

Is Outdial

Flag that indicates whether this activity occurred while making an outdial call.

Supported values are 0 and 1.

Measure

Integer

IVR Script ID

A string that identifies an IVR.

Field

String

IVR Script Name

The name of the flow in the Call Control section of the routing strategy configuration.

Field

String

IVR Script Tag ID

A string that identifies an IVR's tag.

Field

String

IVR Script Tag Name

The name of the flow tag in the Call Control section of the routing strategy configuration.

Field

String

Next State

If this isn’t a current activity, this field shows the state of the following activity.

Field

String

Paused Duration

The amount of time in mill-seconds, during which a call was in pause state.

Measure

Integer

Preferred Agent Name

Name of the preferred agent.

Field

String

Preferred Agent System Id

A string that identifies preferred agent.

Field

String

Previous Agent ID

A string that identifies an agent.

Field

String

Previous Agent Name

The name of an agent who answers customer calls.

Field

String

Previous Agent Session ID

A string that identifies an agent session.

Field

String

Previous Channel ID

ID of the previous channel.

Field

String

Previous Queue ID

ID of the previous queue.

Field

String

Previous Queue Name

Name of the previous queue.

Field

String

Previous State

This field shows the state of the previous activity.

Field

String

Queue ID

The ID assigned to a queue.

Note

The field displays N/A until the call is connected to an agent.

Field

String

Queue Name

The name of a queue, which is the holding place for calls while they await handling by an agent. Calls are moved from an EP into a queue and are then distributed to agents.

Field

String

Queue System ID

The ID assigned to a queue

Note

The value of the field displays as N/A until the call is connected to an agent.

Field

String

Realtime Update Timestamp

The time when the realtime process updated the record.

Measure

Long

Record Unique ID

Unique string that identifies this activity record.

Field

String

Routing Type

The routing type used to route the contacts to the agent.The routing type can be skillBased or Longest Available.

Field

String

Second Agent Endpoint (DN)

This field is the endpoint of the second agent, for instance in case of transfers.

Field

String

Second Agent ID

This field is the ID of the second agent, for instance in case of transfers.

Field

String

Second Agent Name

This field is the name of the second agent, for instance in case of transfers.

Field

String

Second Agent Session ID

This is the agent session ID of the second agent, for instance in case of transfers.

Field

String

Second Channel ID

This field is the channel ID of the second agent, for instance in case of transfers.

Field

String

Second Team ID

This field shows the name of the second team.

Field

String

Second Team Name

This field shows the ID of the second team.

Field

String

Site ID

The ID assigned to a call center location.

Note

The field displays N/A until the call is connected to an agent.

Field

String

Site Name

The call center location to which a call was distributed.

Note

The field displays N/A until the call is connected to an agent.

Field

String

Site System ID

The ID assigned to a call center location.

Note

The value of the field displays as N/A until the call is connected to an agent.

Field

String

Source of Callback

The source of the callback.

The source of a callback can be web, chat, or IVR.

Field

String

Sub Channel Type

The Social Channels (Facebook and SMS) are displayed with statistics.

Field

String

Team ID

The ID assigned to a team.

Note

The field displays N/A until the call is connected to an agent.

Field

String

Team Name

A group of agents at a specific site who handle a particular type of call.

Field

String

Team System ID

The ID assigned to a team.

Note

The value of the field displays as N/A until the call is connected to an agent.

Field

String

tenantId

ID assigned to the tenant.

Field

String

Termination Reason

The reason for ending the contact. The reason can be one of the following:

Agent Left
Customer Busy
Customer Left
Customer Unavailable
Not Found
Participant Invite Timer Expired.

Field

String

Transferred to Queue

The queue name to which the call was trasferred.

Field

String

Transfer Type

The type of transfer such as Blind Transfer and Consult Transfer.

Field

String

Type of Callback

The type of the callback. The callback type can be Courtesy or Web UI.

Field

String

Wrapup Code Name

The Wrapup code that the agent gave for the interaction.

Field

String

Wrapup Code System ID

A string that identifies a Wrapup code.

Field

String

Standard ASR and AAR fields and measures

Agent Session Repository (ASR)

The standard fields aggregated in the ASR are described in the following table:

Note

The Disconnected Count field is currently not used and not populated in the ASR.

Column Name

Description

Field or

Measure

Data Type

Activity Span

The amount of time in seconds that an agent was engaged in the activity during the specified interval.

Measure

Long

Agent Channel ID

The ID assigned to the media channel to which the agent is logged in.

Field

String

Agent Endpoint (DN)

The endpoint (number, email, or chat handle) on which an agent receives calls, chats, or emails.

Field

String

Agent ID

A string that identifies an agent.

Field

String

Agent Login

The login name using which an agent logs in to the Agent Desktop.

Field

String

Agent Name

Name of an agent, that is, a person who answers customer calls or chats or emails.

Field

String

Agent Session ID

A string that identifies an agent’s login session.

Field

String

Agent Skills

The skill of an agent, such as language fluency or product expertise.

The column shows multiple skills mapped to the corresponding skill profile, in the format: skill_name1=skill_value1, skill_name2=skill_value2.

Field

Object

Agent System ID

A string that identifies an agent.

Field

String

Agent To Agent Transfer Count

The number of times an agent transferred inbound contacts to another agent after consult.

Measure

Integer

Agent Transfer To Queue Request Count

The number of times an agent requested transfer to queue (inbound only).

Measure

Integer

Available Count

The number of times an agent went into the Available state.

Measure

Integer

Blind Transfer Count

The number of times an agent transferred without consulting first.

Measure

Integer

Call Back Count

The count of callbacks done.

Measure

Integer

Channel ID

The channel ID of the channel type such as telephony, email, or chat.

Field

String

Channel Type

The media type of the contact, such as telephony, email, or chat.

Field

String

Conference Count

The number of times an agent established a conference call with the caller and another agent (inbound only).

Measure

Integer

Connected Count

The number of times an agent was in a Connected state, that is, talking to the customer, during this session (inbound only).

Measure

Integer

Consult Answer Count

The number of times an agent answered a consult request (inbound calls).

Measure

Integer

Consult Count

The number of times an agent consulted with another agent (inbound only).

Measure

Integer

Consult Request Count

The number of times an agent initiated a consult request (inbound calls).

Measure

Integer

Consult To EntryPoint Answered Count

The count of the number of calls answered to EP-DN for a call-leg.

Measure

Integer

Consult To EntryPoint Answered Duration

The answered duration of consult to EP-DN for a call-leg.

Measure

Long

Consult To EntryPoint Requested Count

The number of times consult was requested to EP-DN Field for a call-leg.

Measure

Integer

Consult To EntryPoint Requested Duration

The request duration of consult to EP-DN for a call-leg.

Measure

Long

CTQ Answer Count

The number of times an agent answered a consult-to-queue request (inbound calls).

Measure

Integer

CTQ Count

The number of consult-to-queue in a session.

Measure

Integer

CTQ Request Count

The number of times an agent initiated a consult-to-queue request (inbound).

Measure

Integer

Current State

The current state of an agent.

Field

String

Disconnected Count

The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.

Measure

Integer

Disconnected Hold Calls Count

The number of calls that got disconnected while on hold during an agent session.

Measure

Integer

Email Handled Count

The number of emails handled through the channel type as email.

Measure

Integer

Email Wrapup Count

The number of times an agent was in email wrap-up state.

Measure

Integer

Historical Update Timestamp

The time when the historical process updated the record.

Measure

Long

Hold Count

The number of times calls were put on hold (inbound).

Measure

Integer

Idle Count

The number of times an agent went into an Idle state.

Measure

Integer

Is Current Session

Flag that indicates whether the session is active.

Supported values are 0 and 1. The value 1 indicates that the session is active.

Measure

Integer

The time when an agent logged in.

Measure

Long

Logout Timestamp

The time when an agent logged out.

Measure

Long

Multi Media Profile Type

The type of blended profile configured for the agent.

The blended profile types are Blended, Blended Real-time, and Exclusive.

Field

String

Not Responded Count

The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent.

Measure

Integer

Outdial Agent To Agent Transfer Count

The number of times an agent transferred to another agent (outdial only).

Measure

Integer

Outdial Agent Transfer To Queue Request Count

The number of times an agent requested transfer to queue (outdial only).

Measure

Integer

Outdial Blind Transfer Count

The number of times an agent transferred a call without consulting first while in an outdial call.

Measure

Integer

Outdial Conference Count

The number of times an agent established a conference call with the caller and another agent while in an outdial call.

Measure

Integer

Outdial Connected Count

The number of times an agent was in the Connected state while in an outdial call.

Measure

Integer

Outdial Consult Answer Count

The number of times an agent answered a consult request (outdial calls).

Measure

Integer

Outdial Consult Count

The number of times an agent consulted with another agent (outdial only).

Measure

Integer

Outdial Consult Request Count

The number of times an agent initiated a consult request (outdial calls).

Measure

Integer

Outdial Consult To EntryPoint Answered Count

The count of calls answered for Outdial Consult To EntryPoint.

Measure

Integer

Outdial Consult To EntryPoint Answered Duration

The total duration of answered calls for Outdial Consult To EntryPoint.

Measure

Long

Outdial Consult To EntryPoint Requested Count

The total count of requests for Outdial Consult To EntryPoint.

Measure

Integer

Outdial Consult To EntryPoint Requested Duration

The total duration of requests for Outdial Consult To EntryPoint.

Measure

Long

Outdial Consult Transfer Duration

The total time in milli-seconds, taken for an agent to consult and transfer the call to another agent.

Measure

Long

Outdial Count

The number of calls an agent made (dialed out) during this session.

Measure

Integer

Outdial CTQ Answer Count

The number of times an agent answered a consult-to-queue request while handling an outdial call.

Measure

Integer

Outdial CTQ Request Count

The number of times an agent initiated a consult-to-queue request while handling an outdial call.

Measure

Integer

Outdial Hold Count

The number of times calls were put on hold (outdial).

Measure

Integer

Outdial Not Responded Count

The number of times contact couldn’t be connected to the agent while making an outdial request.

Measure

Integer

Outdial Ringing Count

The number of times an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial call, but the call isn’t connected yet.

Measure

Integer

Outdial Transfer Count

The number of outdial calls an agent transferred during this session.

Measure

Integer

Outdial Wrapup Count

The number of times agents went into the wrap-up state after an outdial call.

Measure

Integer

Realtime Update Timestamp

The time when the real-time process updated the record.

Measure

Long

Reason

The reason for the agent logout. The logout reason can be one of the following:

Agent Logged Out: The agent clicks the Log Out button in the Agent Desktop window.
Supervisor Logged Out: A supervisor logs out the agent.
Admin Logged Out: An administrator logs out the agent.
Machine Logged Out: The agent is logged out because of a network interruption that exceeded two minutes (unless your administrator has set a different timeout period in the system).
Helpdesk Logged Out: The system logs out the agent in response to a command initiated by Cisco Webex Contact Center Operations or Technical Support.
Stale Agent Logout: The agent is logged out by the periodical stale agent session cleaning task.

Field

String

Ringing Count

The number of times an agent was in a ringing state in this session (inbound only).

Measure

Integer

Session Count

The number of agent sessions.

Measure

Integer

Site ID

The ID assigned to a call center location.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

Site Name

The call center location to which a call was distributed.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

Site System ID

The ID assigned to a call center location.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

Sub Channel Type

The Social Channels (Facebook and SMS) are displayed with statistics.

Filter: Channel Type

Field: Social

Used As: Row Segment

Field

String

Team ID

The ID assigned to a team.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

Team Name

A group of agents at a specific site who handle a particular type of call.

Field

String

Team System ID

The ID assigned to a team.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

TenantId

The unique identification ID of a tenant.

Field

String

Total Available Duration

The total amount of time in millli-seconds, the agent spent in the Available state.

Measure

Long

Total Conference Duration

The amount of time in milli-seconds, an agent spent in a conference call with the caller and another agent (inbound only).

Measure

Long

Total Connected Duration

The amount of time in milli-seconds, an agent spent in connected state, that is, talking to the customer, during this session (inbound only).

Measure

Long

Total Consult Answer Duration

The amount of time in milli-seconds, an agent spent on answering consult requests (for inbound calls).

Measure

Long

Total Consult Duration

The amount of time in milli-seconds, an agent spent in answering or making consult requests (for inbound calls).

Measure

Long

Total Consult Request Duration

The amount of time in milli-seconds, an agent spent on making consult requests (for inbound calls).

Measure

Long

Total CTQ Answer Duration

The amount of time in mill-seconds, an agent spent on answering consult-to-queue requests from an agent (for inbound calls).

Measure

Long

Total CTQ Duration

Total duration in milli-seconds, spent on consult-to queue within an interaction.

Measure

Long

Total CTQ Request Duration

The amount of time in milli-seconds, an agent spent on making consult-to-queue requests from an agent (for inbound calls).

Measure

Long

Total Hold Duration

The amount of time in milli-seconds, spent on hold (inbound).

Measure

Long

Total Idle Duration

The amount of time in milli-seconds, spent by an agent in Idle state.

Measure

Long

Total Not Responded Duration

The amount of time in milli-seconds, an agent spent in the Not Responding state (inbound).

Measure

Long

Total Outdial Conference Duration

The amount of time in milli-seconds, an agent spent in a conference call with the caller and another agent while in an outdial call.

Measure

Long

Total Outdial Connected Duration

The amount of time in milli-seconds, an agent spent in the Connected state while in an outdial call.

Measure

Long

Total Outdial Consult Answer Duration

The amount of time in milli-seconds, an agent spent on answering consult requests (outdial calls).

Measure

Long

Total Outdial Consult Duration

The amount of time in milli-seconds, an agent spent on answering or making consult requests (for outdial calls).

Measure

Long

Total Outdial Consult Request Duration

The amount of time in milli-seconds, an agent on spent making consult requests for outdial calls.

Measure

Long

Total Outdial CTQ Answer Duration

The amount of time in milli-seconds, an agent spent on answering consult-to-queue requests from an agent while handling an outdial call.

Measure

Long

Total Outdial CTQ Request Duration

The amount of time in milli-seconds, an agent on spent making consult-to-queue requests to an agent while handling an outdial call.

Measure

Long

Total Outdial Hold Duration

The duration in milli-seconds, for which calls were placed on hold after an outdial call.

Measure

Long

Total Outdial Not Responded Duration

The amount of time in milli-seconds, an agent spent in the Not Responding state after an outdial call.

Measure

Long

Total Outdial Ringing Duration

The duration in milli-seconds, an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial call, but the call isn’t connected yet.

Measure

Long

Total Outdial Wrapup Duration

The amount of time in milli-seconds, agents spent in the Wrap-up state after an outdial call.

Measure

Long

Total Ringing Duration

The amount of time in milli-seconds, spent by the agent in the Ringing state, during the session (inbound only).

Measure

Long

Total Wrapup Duration

The amount of time in milli-seconds, an agent was in the Wrap-up state after a call (inbound only).

Measure

Long

Wrapup Count

The number of agents in the wrap-up state after a call.

Measure

Integer

Agent Activity Repository (AAR)

The standard fields aggregated in the AAR are described in the following table:

Column Name

Description

Field or Measure

Data Type

Activity Count

The number of activities.

Measure

Integer

Activity Duration

The amount of time between when the agent activity started and when the agent activity ended.

Note: This value is not populated in real time, it is recorded after completion of the activity.

Measure

Integer

Activity End Timestamp

The time when the agent activity ended.

Measure

Long

Activity Span

The amount of time in seconds that an agent was engaged in the activity during the specified interval.

Measure

Long

Activity Start Timestamp

The time when the agent activity started.

Measure

Long

Activity State

The state of an agent activity.

Eg: Connected, Idle, Available, Ringing, etc.

Field

String

Agent Endpoint (DN)

The endpoint (number, e-mail, or chat handle) on which an agent receives calls, chats, or emails.

Eg: +9189797990

Field

String

Agent ID

A string that identifies an agent.

Field

String

Agent Login

Field

String

Agent Name

Name of an agent, that is, a person who answers customer calls or chats or emails.

Field

String

Agent Session ID

A string that identifies an agent’s login session.

Field

String

Agent Skills

The skills associated with an agent.

Field

String

Agent System ID

A string that identifies an agent.

Field

String

Call Back Type

The type of the callback. The callback type can be courtesy or web.

Field

String

Channel ID

The channel ID of the channel type, such as telephony, email, or chat.

Note: If the agent has multiple channels assigned of the same type, each channel will have a unique ID.

Field

String

Channel Type

The media type of the contact, such as telephony, email, or chat.

Field

String

Child Contact Id

The child interaction ID is the subsequent leg in each call that has a consult to EP-DN.

Field

String

Child Contact Type

Determines the type of consult.

Field

String

Consult EntryPoint Id

Entry point ID in the event of consult to EP-DN.

Field

String

Consult EntryPoint Name

Entry point Name in the event of consult to EP-DN.

Field

String

Consult EntryPoint System Id

Entry point System ID in the event of consult to EP-DN.

Field

String

Contact Session ID

Unique identifier that identifies the contact session.

Field

String

Email Handled Count

The number of emails handled through the channel type as email.

Measure

Integer

Email Wrapup Count

The number of times an agent was in email wrap-up state.

Measure

Integer

Idle Code ID

A string that identifies an idle code.

Field

String

Idle Code Name

The name of the idle code.

Field

String

Idle Code System ID

A system-generated ID that identifies an idle code..

Field

String

Is Current Activity

Flag that indicates whether the activity is a current activity, that is, activity hasn’t ended.

Supported values are 0 and 1.

Measure

Integer

Is Login Activity

Flag that indicates whether the activity is a current activity, that is, activity hasn’t ended.

Supported values are 0 and 1.

Measure

Integer

Is Logout Activity

Flag that indicates whether this activity was the logout activity.

Supported values are 0 and 1.

Measure

Integer

Is Outdial

Flag that indicates whether this activity occurred while making an outdial call.

Measure

Integer

Multi Media Profile Type

Shows the type of blended profile configured for the agent. The blended profile types are Blended, Blended Real-time, and Exclusive.

Field

String

Outbound Type

Identifies the call direction type - outbound or inbound.

Field

String

Queue ID

A string that identifies a queue.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

Queue Name

A string that identifies the name of a queue.

Field

String

Queue System ID

A string that identifies a queue.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

Realtime Update Timestamp

Last timestamp when the agent activity record was updated.

Measure

Long

Record Unique ID

Unique string that identifies this activity record.

Field

String

Site ID

The ID assigned to a call center location.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

Site Name

The call center location to which a call was distributed.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

Site System ID

The ID assigned to a call center location.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

Sub Channel Type

The Social Channels (Facebook and SMS) are displayed with statistics.

Filter: Channel Type

Field: Social

Used As: Row Segment

Field

String

Team ID

The ID assigned to a team.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

Team Name

A group of agents at a specific site who handle a particular type of call.

Field

String

Team System ID

The ID assigned to a team.

Note

The field displays the N/A value until the call is connected to an agent.

Field

String

TenantId

The unique identification ID of a tenant.

Field

String

Wrapup Code Name

The wrap-up code that the agent assigns for an interaction.

Field

String

Wrapup Code System ID

A system-generated string that identifies a wrap-up code.

Field

String

Agent States

Table 1. Agent States
State	Description
available	Generated when the agent is ready to accept and respond to the routed contact requests. After the agent signs in, the agent must select Available from the drop-down list to accept voice call, chat, email, and social messaging conversation requests.
available-consulting	Generated when the destination agent, who is in the Available state, accepts the consult request and is added to the call.
AvailableConsultReserved	Generated when a consult request to an agent is initiated, and the destination agent is in the Available state.
conference-done	Generated when the conference call ends. This status is generated for both the agents—the one who initiated the consult request and the one who receives the call. The Conference Done state is displayed when the destination agent exits the conference call, until the agent who initiated the conference request clicks Resume to take the customer off hold.
conferencing	Generated when the conference call is in progress.
connected	Generated when the agent accepts the request and is connected with the customer.
connected-consulting	Generated when the destination agent accepts the consult request and the consult call is connected.
ConnectedConsultReserved	Generated when a consult request is forwarded to the media to perform call associated operations initiating a consult call.
consult-done	Generated when the consult call ends. This status is generated for both the agents—the one who initiated the consult request and the one who was consulted. The Consult Done state is displayed when the destination agent exits the consult call, until the agent who initiated the consult request clicks Resume to take the customer off hold.
consulting	Generated when the consult call is in progress.
ctq-ready/ctq-reserved/ctq-accepted	Generated after a consult-to-queue request is initiated, when the destination agent is available for the queued consult call.
hold-done	Generated when the agent removes the call on hold and the call is then moved back to in-progress.
idle	Generated when the agent signs in but is not ready to accept any routed requests. When the agent signs in to the desktop, the state is set to Idle by default.
idle-consulting	Generated when the destination agent, who is in the Idle state, accepts the consult request and is added to the call.
IdleConsultReserved	Generated when a consult request to an agent is initiated, and the destination agent is in the Idle state.
logged-out	Generated when the agent signs out from the desktop.
not-responding	Generated when the agent does not respond to the routed contact requests, and goes into the RONA state.
on-hold	Generated when the agent places the customer on hold by clicking the Hold button. The Call on Hold state is displayed next to the timer. Agent can click Resume to take a call off hold
ringing	Generated when the incoming call popover is being displayed at the bottom-right corner of the desktop.
wrapup	Generated when the agent clicks End or Transfer or Send button during an active interaction with a customer. The Wrap Up state is displayed until the wrap-up reasons are submitted.
vt-transfer	Generated after an agent transfers a call to an entry point or a queue through blind transfer.
skillUpdate	Generated when the management portal notifies about the skill profile or skills update for an agent.

Call States

Table 2. Analyzer Event Sequences
_{_Event}	_{_Purpose}	Next Event Expected: Y= Accepted, N= Not Accepted
_{_Event}	_{_Purpose}	_{_new}	_{_ivr-} _{_conn} _{_ected}	_{_ivr-} _{_done}	_{_parked}	_{_connect}	_{_conn} _{_ected}	_{_on-} _{_hold}	_{_hold-} _{_done}	_{_consu} _{_lting}	_{_consu} _{_lt-done}	_{_confer} _{_encing}	_{_confe} _{_rence-} _{_done}	_{_ended}	_{_recor} _{_ding-} _{_started}	_{_transf} _{_erred}	_{_monit} _{_oring-} _{_reque} _{_sted}	_{_moni} _{_toring-} _{_started}	_{_moni} _{_toring-} _{_ended}	_{_wrapup} _{_-done}	_{_update} _{_-csr-attr} _{_ibutes}
_{_no} _{_contact}	_{_{No interaction}} _{_{with the customer}}	_Y	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N
_{_new}	_{_{New interaction}} _{_{starts with the}} _{_customers}	_N	_Y	_Y	_Y	_Y	_N	_Y	_Y	_N	_N	_N	_Y	_N	_N	_N	_N	_N	_N	_Y
_{_ivr-} _{_connected}	_{_{ivr instance}} _{_{is connected}}	_N	_N	_Y	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_Y
_{_ivr-} _{_done}	_{_{ivr instance}} _{_{is completed}}	_N	_Y	_N	_Y	_Y	_N	_N	_N	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_Y
_{_parked}	_{_{Call is kept in}} _{_{parked state}}	_N	_Y	_Y	_Y	_Y	_N	_N	_N	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_Y
_{_connect}	_{_{New call starts}} _{_{with the}} _{_customer}	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_Y
_{_connected}	_{_{Call in-progress}} _{_{with the customer}}	_N	_N	_N	_N	_N	_Y	_N	_N	_N	_Y	_N	_Y	_Y	_Y	_Y	_N	_N	_Y	_Y
_{_on-hold}	_{_{Call is on-hold}} _{_{with the customer}}	_Y	_N	_N	_Y	_Y	_N	_Y	_Y	_N	_Y	_N	_Y	_N	_Y	_N	_N	_N	_Y	_Y
_{_hold-done}	_{_{Call is put}} _{_{back to in-progress}} _{_{state from on-hold state}}	_Y	_N	_N	_N	_N	_Y	_N	_N	_N	_Y	_N	_Y	_Y	_Y	_Y	_N	_N	_Y	_Y
_{_consulting}	_{_{Call is put in}} _{_{consulting state}}	_N	_N	_N	_N	_N	_N	_N	_N	_Y	_Y	_N	_N	_N	_Y	_N	_N	_N	_Y	_Y
_{_consu} _{_lt-done}	_{_{Call is put back to}} _{_{in-progress state}} _{_{from consulting state}}	_N	_N	_N	_Y	_Y	_N	_Y	_Y	_N	_Y	_N	_Y	_N	_Y	_N	_N	_N	_Y	_Y
_{_confer} _{_encing}	_{_{Call is put in}} _{_{conference state}}	_N	_N	_N	_N	_N	_N	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_N	_Y	_Y
_{_confer} _{_ence-done}	_{_{Call is put back to}} _{_{in-progress state from}} _{_{conference state}}	_N	_N	_N	_N	_N	_N	_Y	_N	_N	_N	_N	_Y	_N	_Y	_N	_N	_N	_Y	_Y
_{_ended}	_{_{Call with the}} _{_{customer is ended}}	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_Y	_Y
_{_recor} _{_ding-} _{_started}	_{_{Call reco}} _{_{rding started}}	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_Y
_{_transf} _{_erred}	_{_{Call is trans}} _{_ferred}	_N	_N	_N	_N	_Y	_N	_N	_N	_N	_N	_N	_Y	_N	_N	_N	_N	_N	_Y	_Y
_{_moni} _{_toring} _{_-reque} _{_sted}	_{_{Call monitoring}} _{_{is requested}}	_N	_N	_N	_N	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_N	_Y	_N	_N	_Y
_{_moni} _{_toring-} _{_started}	_{_{Call monitoring}} _{_{is started}}	_N	_N	_N	_N	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_N	_N	_Y	_N	_Y
_{_moni} _{_toring-} _{_done}	_{_{Call monitoring}} _{_{is ended}}	_N	_N	_N	_N	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_N	_Y
_{_wrap} _{_{-up done}}	_{_{Wrapup done by}} _{_{the agent}}	_N	_N	_N	_N	_Y	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_Y	_Y
_{_update} _{_-csr-attri} _{_butes}	_{_update} _{_csr-attr} _{_ibutes}	_N	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y

Call Reason Codes

Table 3. Call Reason Codes
Reason Codes	Reason	Description
400	Bad Request	The server cannot understand the request due to malformed syntax.
401	Unauthorized	The request requires user authentication.
403	Forbidden	The server understands the request, but refuses to fulfill it. Authorization does not help. Do not repeat the request.
404	Not Found	The user ID does not exist at the domain specified in the Request-URI or the domain in the Request-URI does not match any of the domains that are handled by the recipient of the request.
405	Method Not Allowed	The specified method in the Request-Line is understood, but not allowed for the address identified by the Request-URI. The response must include an Allow header field containing a list of valid methods for the indicated address.
406	Not Acceptable	The resource identified by the request generates response entities with content characteristics that are not acceptable according to the Accept header field sent in the request.
407	Proxy Authentication Required	This code is similar to 401 (Unauthorized), but indicates that the client must first authenticate itself with the proxy.
408	Request Timeout	The server cannot produce a response within the timeout duration set by the administrator.
410	Gone	The requested resource is no longer available at the server and no forwarding address is known.
413	Request Entity Too Large	The server cannot process the request because the body of the request entity exceeds the value that the server is able to process. The server may close the connection to prevent the client from continuing with the request.
414	Request-URI Too Long	The server cannot process the request because the request-URI is longer than the value that the server is able to interpret.
415	Unsupported Media Type	The server cannot process the request because the message body of the request is in a format that is not supported by the server for the requested method.
416	Unsupported URI Scheme	The server cannot process the request because the scheme of the URI in the Request-URI is unknown to the server.
420	Bad Extension	The server cannot understand the protocol extension specified in a Proxy-Require or Require header field.
421	Extension Required	The User Agent Server (UAS) needs a particular extension to process the request, but this extension is not listed in the Supported header field in the request.
423	Interval Too Brief	The server cannot process the request because the expiration time of the requested resource is too short. This response can be used by a registrar to reject a registration whose Contact header field expiration time was too small.
480	Temporarily Unavailable	User's end system is contacted successfully, but the user is currently unavailable (for example, the user is not logged in, or the Do not Disturb feature is activated.)
481	Call/Transaction Does Not Exist	The UAS received a request that does not match with any existing dialog or transaction.
482	Loop Detected	The server has detected a loop.
483	Too Many Hops	The server cannot process the request because the request contains a Max-Forwards header field with the value zero.
484	Address Incomplete	The Request-URI is incomplete. Additional information should be provided in the reason phrase.
485	Ambiguous	The Request-URI is ambiguous.
486	Busy here	User's end system is contacted successfully, but the user is currently not willing or able to take calls at this end system.
487	Request Terminated	The request is terminated by the BYE or CANCEL request.
488	Not Acceptable Here	The response has the same meaning as the reason code 606 (Not Acceptable), but only applies to the specific resource addressed by the Request-URI and the request may succeed elsewhere.
491	Request Pending	The request is received by a UAS that has a pending request within the same dialog.
493	Undecipherable	The request is received by a UAS that contains an encrypted Multipurpose Internet Mail Extensions (MIME) body for which the recipient does not possess or does not provide an appropriate decryption key.
500	Server Internal Error	The server encountered an unexpected condition that prevented it from fulfilling the request.
501	Not Implemented	The server does not support the functionality that is required to fulfill the request.
502	Bad Gateway	The server, while acting as a gateway or proxy, receives an invalid response from the downstream server that it accessed to fulfill the request.
503	Service Unavailable	The server is temporarily unable to process the request due to a temporary overloading or maintenance of the server.
504	Server Time-out	The server did not receive a timely response from an external server it accessed to process the request.
505	Version Not Supported	The server does not support, or refuses to support the SIP protocol version that is used in the request.
513	Message Too Large	The server cannot process the request because the message length exceeded its capabilities.
600	Busy Everywhere	User's end system is contacted successfully, but the user is busy and does not wish to accept the call currently.
603	Decline	User's machine is contacted successfully, but the user does not wish to or cannot participate.
604	Does Not Exist Anywhere	The user who is indicated in the Request-URI does not exist anywhere.
606	Not Acceptable	User's agent is contacted successfully, but some aspects of the session description such as the requested media, bandwidth, or addressing style are not acceptable.
mCCG	Timeout at mCCG	The timeout occurs when the voice controller sends a request to the dependent services and does not receive a response within a specified time.

Call Progress Analysis (CPA) - Condition Detect Reasons

CPA is used to detect call progress, for example, busy and operator intercept, and analyze a call after it is connected. The call progress conditions can be attributed to the following reasons:

Pre-Connect Reasons
- busy1: The called line is detected as busy.
- busy2: The called line is detected as busy.
- no_answer/no-answer: The called line did not answer.
- no_ringback/no-ringback: No ringback received on the line.
- sit_no_circuit/sit-no-circuit: The no circuit tone is detected in the Special Information Tones (SIT) in the called line.
- sit_operator_intercept/sit-operator-intercept: The operator intercept tone is detected in the SIT in the called line.
- sit_vacant_circuit/sit-vacant-circuit: The vacant circuit tone is detected in the SIT in the called line.
- sit_reorder/sit-reorder: The reorder tone is detected in the SIT in the called line.
Post-Connect Reasons
- voice: A voice is detected in the called line.
- answering_machine/answer-machine: An answering machine is detected in the called line.
- cadence_break/cadence-break: The connection to the called line is lost due to cadence break.
- ced: A fax machine or modem is detected in the called line.
- cng: A fax machine or modem is detected in the called line.

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