Call Result Record Dashboard

This topic is part of the manual Outbound (CX Contact) CX Contact Help for version Current of Outbound (CX Contact).

Field	Type	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).
agentLoginId	keyword	The Login ID belonging to the agent who handled the call.
areaCode	keyword	The phone number's area code.
areaCode.keyword	keyword	The phone number's area code.
blockingRuleName	keyword	The name of the configuration object that stores the blocking rule. For example, the name of the suppression list (TA), Compliance Rule (Script).
blockingRuleSubType	keyword	The sub-type of the blocking rule. For example, Mandatory Suppression List, Optional Suppression List, Custom Rule, Attempt Rule, Location Rule, Contact Times, Contact Dates.
blockingRuleType	keyword	The type of the blocking rule. For example, Suppression List, Device Filter, Compliance Rule.
callerID	keyword	The Caller ID that is used to place the call.
callerID.keyword	keyword	The Caller ID that is used to place the call.
callerIDSetName	keyword	The name of the Caller ID Set (if used), that stores Caller ID.
callResult	string	The call result.
callTime	integer	The Unix (Epoch) timestamp of when the call started.
calluuid	keyword	The call attempt GUID.
campaignGroupName	keyword	The Campaign group name.
campaignName	keyword	The Campaign name.
campaignTemplateName	keyword	The Campaign template name.
ccid	keyword	The Contact Center ID.
chain_id	integer	The Contact ID in the database table.
chain_n	integer	The number of the device in the contact/chain.
clientCountryCode	keyword	The client's country code.
clientCountryCode.keyword	keyword	The client's country code.
clientId	keyword	The Client ID in the Input file that was provided from the specification file.
clientId.keyword	keyword	The Client ID in the Input file that was provided from the specification file.
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', ...].
countryCode	keyword	The phone number's country code.
countryCode.keyword	keyword	The phone number's country code.
customerId		The client ID in the Input file that was provided from the specification file.
customerId.keyword		The client ID in the Input file that was provided from the specification file.
deliveryMode	keyword	The delivery mode of the Campaign Group (“lifo” for LIFO-configured Campaign Groups, “standard” otherwise).
deliveryMode.keyword	keyword	The delivery mode of the Campaign Group (“lifo” for LIFO-configured Campaign Groups, “standard” otherwise).
deviceTimezone	keyword	The timezone for the detected device.
dialingMode	keyword	The dialing mode associated with the Campaign Group used to place the call.
disposition	keyword	Indicates if the call was blocked by a pre-dial validation or dialed. If the call was blocked, the value is Blocked, otherwise it’s Unknown or Called.
dispositionCode	keyword	The Disposition code as provided for the call by the agent (via GSW_DISPOSITION_CODE attribute).
duration	integer	The processing duration (that is, endtime - timestamp).
durationACW	integer	The duration of the After Call Work phase associated with call processing (ms).
durationCall	integer	The call duration (ms). That is, (timeAbandoned - timeClientPickedUp), (timeAgentCallReleased - timeClientPickedUp), or (timeBadCallReleased - timeDialing).
durationCPD	integer	The duration of the Call Progress Detection phase associated with call processing (ms).
durationQueue	integer	The duration of Call Waiting in the queue (ms).
groupName	Keyword	The Agent of Place group name.
id	keyword	Index ID
isFinal	boolean	Indicates whether the results obtained are initial or final for the CRR index.
listName	keyword	The Calling list name.
mediaType	keyword	The media type (SMS, email).
mediaType.keyword	keyword	The media type (SMS, email).
optimizationGoal	integer	The Optimization goal when the dialing mode is Predictive (for example, Busy Factor 80%).
optimizationMethod	keyword	The OCS optimization method when the dialing mode is Predictive (for example, Busy Factor).
partition.keyword	keyword	The name of the partition.
postalCode	keyword	The postal code.
postalCode.keyword	keyword	The postal code.
recordStatus	keyword	The location of the record in the State machine (enum is GctiRecordType). The default is Ready.
recordStatus.keyword	keyword	The location of the record in the State machine (enum is GctiRecordType). The default is Ready.
recordType	keyword	The type of record (enum is GctiRecordType).
recordType.keyword	keyword	The type of record (enum is GctiRecordType).
scheduledTime	date	The time at which the call was rescheduled.
sessionuuid	keyword	The Session GUID of the currently active/running campaign group.
timeAbandoned	date	The time at which a call is abandoned from the queue.
timeAgentCallReleased	date	The time at which a call is released on the agent's DN.
timeAgentEstablished	date	The time at which the call is established on the agent's DN.
timeAgentRinging	date	The time at which the ringing starts on the agent's DN.
timeAMDiverted	date	The time at which a call is diverted to an auto-answering device (for example, calls that are not connected to an agent within two seconds might be redirected to a pre-recorded message).
timeBadCallReleased	date	The approximate time at which the unsuccessful call was released.
timeClientPickedUp	date	The time at which the called party answers the phone.
timeClientRinging	date	The time at which the client number rang.
timeCPDFinished	date	The time at which the call progress detection is completed.
timeDialing	date	The dialing start time.
timeQueued	date	The time at which the call is placed in the queue.
timezoneName	keyword	The name of the JAVA time zone.
timezoneName.keyword	keyword	The name of the JAVA time zone.
timezoneNameCME	keyword	The name of the time zone in the configuration.
timezoneNameCME.keyword	keyword	The name of the time zone in the configuration.
timezoneOffset	keyword	The timezone offset.
userData	object	User data fields associated with the call.
voiceTransferDestination	keyword	The name of the Voice Transfer Destination DN used by the Campaign Group.

Genesys Standard Call Results

CX Contact uses the following Genesys standard integers and strings for call results:

   module.exports.GctiCallState = Object.freeze({
   0: 'Ok',
   1: 'Transferred',                     // reserved
   2: 'Conferenced',                     // reserved
   3: 'General Error',
   4: 'System Error',
   5: 'Remote Release',
   6: 'Busy',
   7: 'No Answer',
   8: 'SIT Detected',
   9: 'Answering Machine',
   10:'All Trunks Busy',
   11:'SIT Invalid Numb',
   12:'SIT Vacant',
   13:'SIT Oper Intercept',
   14:'SIT Unknown',
   15:'SIT No Circuit',
   16:'SIT Reorder',
   17:'Fax Detected',
   18:'Queue Full',                     // reserved
   19:'Cleared',                        // reserved
   20:'Overflowed',
   21:'Abandoned',
   22:'Redirected',                     // reserved
   23:'Forwarded',                      // reserved
   24:'Consult',                        // reserved
   25:'Pickedup',                       // reserved
   26:'Dropped',
   27:'Dropped No Answer',
   28:'Unknown',
   29:'Covered',                        // reserved
   30:'Converse-On',                    // reserved
   31:'Bridged',                        // reserved
   32:'Silence',
   33:'Answer',
   34:'NuTone',
   35:'NoDialTone',
   36:'NoProgress',
   37:'NoRingBack',
   38:'NoEstablished',
   39:'Pager Detected',
   40:'Wrong Party',
   41:'Dial Error',
   42:'Call Drop Error',
   43:'Switch Error',
   44:'No Free Port Error',
   45:'Transfer Error',
   46:'Stale',
   47:'Agent CallBack Error',
   48:'Group CallBack Error',
   49:'Deafened',                       // reserved
   50:'Held',                           // reserved
   51:'Do Not Call',
   52:'Cancel Record',
   53:'Wrong Number',
   54:'-MAX-'
   });

Call Result Record Dashboard

Contents

Genesys Standard Call Results

Related Topics