PEC-OU/Current/CXContact/contacthistory - Revision history

WikiSysop at 16:46, June 29, 2022

2022-06-29T16:46:17Z

WikiSysop at 10:01, June 3, 2022

2022-06-03T10:01:04Z

Arjun.D.IX: Published

2022-03-18T13:16:40Z

Published

Arjun.D.IX: Published

2022-03-18T13:08:32Z

Published

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Mary.hachey@genesys.com: Published

2021-11-23T13:59:31Z

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Mary.hachey@genesys.com: Published

2021-08-12T18:32:18Z

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WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:58Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:39Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T14:26:05Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Contact History Record Dashboard
|TocName=Contact History Record Dashboard
|Context=Learn about the Contact History Record Dashboard.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The Contact History Record Dashboard [[File: Analytics-contact.png|link=]] contains statistical and contact data about the last call attempt to a specific contact associated with a calling list in a specific campaign group session.

Contact History records can contain data associated with one or more of the following fields:

{{{!}}
! width="200px"{{!}}'''Field'''
! width="200px"{{!}}'''Type'''
! width="200px"{{!}}'''Description'''
{{!}}-
{{!}}@timestamp
{{!}}date
{{!}}The timestamp at which OCS starts to process the call attempt. It is the time at which the pre-dial validation request is sent by OCS to CX Contact.
{{!}}-
{{!}}@endtime
{{!}}date
{{!}}The timestamp at which the outbound record for the given call is considered complete and is removed from OCS active processing (for example, on dial error, or when a finalization event is received from the agent desktop).
{{!}}-
{{!}}ccid
{{!}}keyword
{{!}}The Contact Center ID.
{{!}}-
{{!}}calluuid
{{!}}keyword
{{!}}The call attempt GUID.
{{!}}-
{{!}}contact_info
{{!}}keyword
{{!}}The device's phone number.
{{!}}-
{{!}}contact_info_type
{{!}}keyword
{{!}}The Common library enum (GctiContactType) based on the cd_device_index. For example, ['No Contact Type', 'Home Phone', 'Direct Business Phone', ...].
{{!}}-
{{!}}duration
{{!}}integer
{{!}}The processing duration (that is, endtime - timestamp).
{{!}}-
{{!}}durationCall
{{!}}integer
{{!}}The call duration (ms). That is, (timeAbandoned - timeClientPickedUp), (timeAgentCallReleased - timeClientPickedUp), or (timeBadCallReleased - timeDialing).
{{!}}-
{{!}}timeDialing
{{!}}integer
{{!}}The dialing timestamp.
{{!}}-
{{!}}timeClientRinging
{{!}}integer
{{!}}The timestamp of when the client number rang.
{{!}}-
{{!}}callTime
{{!}}integer
{{!}}The timestamp of when the call started.
{{!}}-
{{!}}callResult
{{!}}integer
{{!}}The call result.
{{!}}-
{{!}}optimizationGoal
{{!}}integer
{{!}}Indicates the highest allowable percentage of proactively triggered interactions that can be closed by visitors prior to an agent joining the session.
{{!}}-
{{!}}optimizationMethod
{{!}}keyword
{{!}}The OCS optimization method.
{{!}}-
{{!}}listName
{{!}}keyword
{{!}}The Calling list name.
{{!}}-
{{!}}campaignName
{{!}}keyword
{{!}}The Campaign name.
{{!}}-
{{!}}campaignTemplateName
{{!}}keyword
{{!}}The campaign template name.
{{!}}-
{{!}}campaignGroupName
{{!}}keyword
{{!}}The campaign group name.
{{!}}-
{{!}}groupName
{{!}}keyword
{{!}}The agent's group name.
{{!}}-
{{!}}timezoneNameCME
{{!}}keyword
{{!}}The name of the CME timezone.
{{!}}-
{{!}}timezoneName
{{!}}keyword
{{!}}The name of the JAVA timezone.
{{!}}-
{{!}}timezoneOffset
{{!}}keyword
{{!}}The timezone offset.
{{!}}-
{{!}}recordType
{{!}}keyword
{{!}}The type of chain (enum is GctiRecordType).
{{!}}-
{{!}}recordStatus
{{!}}keyword
{{!}}The status of the record in the State machine (enum is GctiRecordType). The default value is Ready.
{{!}}-
{{!}}VoiceTransferDestination
{{!}}integer
{{!}}The GSW Queue name.
{{!}}-
{{!}}countryCode
{{!}}keyword
{{!}}The phone number's country code.
{{!}}-
{{!}}ClientCountryCode
{{!}}keyword
{{!}}The client's country code.
{{!}}-
{{!}}areaCode
{{!}}keyword
{{!}}The phone number's area code.
{{!}}-
{{!}}postalCode
{{!}}keyword
{{!}}The postal code.
{{!}}-
{{!}}disposition
{{!}}keyword
{{!}}Indicates whether or not GSW_BLOCKING_RULE is available. If it is available the value is Blocked. If it is not available GSW_HIST_SEQUENCE_NUM == 0 and the value is Unknown or Called.
{{!}}-
{{!}}sessionuuid
{{!}}integer
{{!}}The Session GUID of the currently active or running campaign group.
{{!}}-
{{!}}userData
{{!}}keyword
{{!}}Includes all of the information received from OCS in a History HTTP POST. The information does not start with GSW_.
{{!}}-
{{!}}id
{{!}}keyword
{{!}}Identifies the last call made to any device belonging to a contact listed in the Session GUID and calling list.
{{!}}-
{{!}}contact_id
{{!}}integer
{{!}}A composite property used to identify a contact in the calling list. For example, listid.chainId.
{{!}}-
{{!}}listId
{{!}}integer
{{!}}The Calling list ID in the database.
{{!}}-
{{!}}successful
{{!}}keyword
{{!}}The call attempt result [false, true].
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Related Topics
|anchor=RelatedTopics
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisManual|topic=dashboardconfiguration|anchor=top|display text=Configure a Dashboard}}
*{{Link-SomewhereInThisManual|topic=dashboardrowconfig|anchor=top|display text=Configure a Dashboard Row}}
*{{Link-SomewhereInThisManual|topic=createpanel|anchor=top|display text=Create an Analytics Dashboard Panel}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 29: / Line 29: @@
 {{!}}-
 {{!}}blockingRuleName
-{{!}}Keyword
+{{!}}keyword
 {{!}}Blocking rule name
 {{!}}-
 {{!}}blockingRuleSubType
-{{!}}Keyword
+{{!}}keyword
 {{!}}Blocking rule sub-type
 {{!}}-
 {{!}}blockingRuleType
-{{!}}Keyword
+{{!}}keyword
 {{!}}Blocking rule type
 {{!}}-

@@ Line 22: / Line 22: @@
 {{!}}@timestamp
 {{!}}date
-{{!}}The timestamp (default timezone from settings) indicating when the Elasticsearch index was submitted for the event.
+{{!}}The timestamp (default timezone from settings) indicating when the Elasticsearch index was submitted for the event. Please note that this is not the time when the actual event occurred.
 {{!}}-
 {{!}}areaCode

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
 |structuredtext=The Contact History Record Dashboard [[File: Analytics-contact.png|link=]] contains statistical and contact data about the last call attempt to a specific contact associated with a calling list in a specific campaign group session.
@@ Line 66: / Line 61: @@
 {{!}}The timestamp of when the call started.
 {{!}}-
-{{!}}callResult
+{{!}}{{Link-SomewhereInThisVersion|manual=CXContact|topic=callresult|anchor=StndrdCllRslts|display text=callResult}}
-{{!}}integer
+{{!}}string
 {{!}}The call result.
 {{!}}-
@@ Line 112: / Line 107: @@
 {{!}}recordType
 {{!}}keyword
 {{!}}The type of chain (enum is GctiRecordType).
 {{!}}-
 {{!}}recordStatus
@@ Line 166: / Line 161: @@
 {{!}}The call attempt result [false, true].
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 173: / Line 166: @@
 |anchor=RelatedTopics
 |alignment=Vertical
 |structuredtext=*{{Link-SomewhereInThisManual|topic=dashboardconfiguration|anchor=top|display text=Configure a Dashboard}}
 *{{Link-SomewhereInThisManual|topic=dashboardrowconfig|anchor=top|display text=Configure a Dashboard Row}}
 *{{Link-SomewhereInThisManual|topic=createpanel|anchor=top|display text=Create an Analytics Dashboard Panel}}
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Learn about the Contact History Record Dashboard.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

PEC-OU/Current/CXContact/contacthistory - Revision history

WikiSysop at 16:46, June 29, 2022

WikiSysop at 10:01, June 3, 2022

Arjun.D.IX: Published

Arjun.D.IX: Published

Mary.hachey@genesys.com: Published

Mary.hachey@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"