Dialog Detail

Dialog detail

Overview

This Measure Producer calculates summary information for every customer engagement.

ProcessorType: Contact Detail Record (CDR)

Data dictionary

Measure	Type	Example	Description
abandonedIndicator	String	0	An indicator marking the dialog was abandoned while alerting at an agent.
acwEndTimestamp	Date	1666798444	The timestamp when an agent completed ACW (After Contact Work).
acwIndicator	String	1	Flag indicating an agent entered ACW for an engagement.
acwStartTimestamp	Date	1666798444	The timestamp when an agent entered ACW (After Contact Work).
agentDisplayName	String	John, Smith	Display Name which is provided when user is added in application center.
agentFirstName	String	John	Agent's first name provided when a new user is created in application center.
agentId	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique identifier for the agent.
agentInitiatedDisconnect	String	0	This measure is an indicator that an engagement was disconnected by the agent.
agentLastName	String	Smith	Agent's last name provided when a new user is created in application center.
agentLoginId	String	[email protected]	Login Id provided when a new user is created in application center.
answeredTimestamp	Date	1666798444	The timestamp when the engagement was answered by an agent. (epoch)
bargeEndTimestamp	Date	1666798444	The timestamp of the Barge In completed. (epoch)
bargeIndicator	String	0	An indicator marking the agent was barged by a supervisor.
bargeStartTimestamp	Date	1666798444	The timestamp of the Barge In started. (epoch)
businessAccountName	String	Acme Ltd.	Business account configured on provider, on which the message came in or using which the message will be sent out.
channelId	String	Voice	Channel Id configured in application center when a channel is added. Channels are: Chat, Email, Messaging.
channelType	String	Voice	Indicates the type of the channel for the engagement (Chat, Email, Messaging).
coachIndicator	String	1	An indicator marking the agent was coached by a supervisor.
coachTimestamp	Date	1666798444	The timestamp of the Coaching started. (epoch)
conferenceIndicator	String	0	Indicates that the interaction involved a consult that resulted in a conference.
conferenceToExternalIndicator	String	0	Indicates if the Agent initiated a consult to an external contact that resulted in the conference for the engagement.
consultInitiatedToUserIndicator	String	0	Indicates if an agent initiated a consult to user call for the engagement.
consultAcceptedFromUserIndicator	String	0	Indicates if a consulted agent answered a consult to agent call for the engagement.
consultInitiatedToQueueIndicator	String	0	Indicates if the Agent initiated a consult-to-queue for the engagement that may or may not be accepted by the consulted queue.
consultAcceptedFromQueueIndicator	String	0	Indicates if a consult-to-queue request for the engagement was accepted by an agent.
consultToExternalIndicator	String	0	Indicates the consults initiated by an agent to an external number and it accepted by the external party.
consultToExternalNumber	String	E1:1996da2394d9121638os56te8af46bbe231c953f	External Address the agent consulted
dialogId	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	The unique identifier for the dialog. For an Engagement Id there can be one or multiple Dialog Id between two participants. The participants can be agents, customers, services, applications (e.g. IVR).
dialogStartTime	Date	1666798444	Timestamp when the dialog started, default timestamp format configured is "DD/MM/YYYY hh:mm:ss a". This will show the timestamp in AM/PM format.
direction	String	INCOMING	Indicates the direction of the text message for Chat, Messaging or direction of Email. Directions are: INCOMING, OUTGOING
dispositionCodeId	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	Disposition Code Id, the unique identifier of the disposition code.
engagementId	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	The unique identifier associated with an engagement.
engagementQueuedTimestamp	Date	1666798444	The time the interaction first enters a queue. It is only calculated if an inbound interaction is queued before an agent handles it.
engagementOfferedTimestamp	Date	1666798444	The time when the interaction is first offered to an agent.
engagementStartTimestamp	Date	1666798444	The start timestamp for the engagement.(epoch)
engagementSource	String	Facebook	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). - For WebRTC interactions, the Engagement Source displays WebRTC. - For messaging interactions, the Engagement Source displays Web messenger.
externalCallIndicator	String	0	A CDR measure for external voice calls an agent makes.
externalParticipantId	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	The unique identifier of the external participant for the engagement.
messageType	String	NEW	Indicates the type of message. NEW for incoming Chat, Messaging, Email. FORWARD when the Email is forwarded.
offeredAttributes	String		The attributes for the engagement offered to an agent.
providerId	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	Unique Provider Id for the channel.
queuedAttributes	String		The attributes for the engagement while on queue.
queueId	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	Queue Id, the unique identifier of the Queue.
sendFrom	String	[email protected]	The email address from where incoming email has been received.
sendTo	String	[email protected]	The email address to which outbound email has been sent.
state	String	ALERTING	Indicates the current state of the engagement. States are: ALERTING, ACTIVE
subject	String	request for support	The subject specified in the incoming email.
sourceAddress	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	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. 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.
transferIndicator	String	1	An indicator marking the dialog was transferred to a user.
warmTransferToUserIndicator	String	1	Indicates when a consult to user resulted in a transfer.
warmTransferToQueueIndicator	String	1	Indicates when a consult to queue resulted in a transfer.
warmTransferToExternalIndicator	String	1	Indicates if the Agent initiated a consult-to-external that resulted in the Transfer for the engagement.

{
  "keys":{
    "dialogId":"da190d1d-0951-4ce9-a3c0-42afe9570db8"
  },
  "eventAction":"UPSERT",
  "measureProducerId":"DialogDetail_cdr_1.0.0",
  "payloadType":"LIVE",
  "measures":{
    "engagementStartTimestamp":"1666620617587",
    "messageType":"NEW",
    "dialogStartTime":"1666620617587",
    "transferIndicator":"0",
    "providerId":"chat",
    "businessAccountName":"unknown",
    "channelType":"Chat",
    "state":"INBOUND_ENGAGEMENT",
    "engagementId":"829f8731-d797-4f3b-b6b3-48f0abeebaaa",
    "channelId":"Chat",
    "externalParticipantId":"[email protected]",
    "direction":"INCOMING"
  },
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"VMMOTR"
}