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Interaction ID — the unique identifier for the interaction.
Interaction start time — the exact time and date on which the interaction started to the closest second. In YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
Initial direction — the direction of the interaction when it started. Initial direction can be either Inbound (initiated by an external party), Outbound (initiated by an agent to an external party), or Internal (initiated by an agent to another agent).
Media manager — the origin of interaction — one of VBC, VCC, Salesforce, or SkypeForBusiness (depending on features enabled for the account).
Media type — the means of communication used for the interaction. For example, Phone, Email, or External Work.
Event start time — the exact time and date on which the particular event started to the closest second. In YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
Agent — the name of the agent as defined in the VCC admin portal during agent creation.
Agent ID — the unique identifier for the agent if the channel role is 'Agent'. If Channel role is 'External' and the interaction went through a Call Connect Router applet, Agent ID is 'CCRConnect', otherwise the Agent ID is null. If Channel role is 'Monitor', Agent ID is null.
Address — the address of the channel, such as a phone number or email address (if known). For secure payment channels, the value is AgentAssist.Type
- Event type — the type of event. For example, Applet, Connected, Interaction plan, or Queue.
Event name — the name of the queue, applet, interaction plan, or data source in events of the respective types.
- Applet type — the type of applet. For example, CallRecording, SkillTagger, or ACD.
Data source value — the value of the data source associated with the particular interaction event of DataSourceValueAcquired.
Event start — the total duration of time after the start of the interaction that the event started in hh:mm:ss format. For example, 00:21:37.
Event end — the total duration of time after the start of the interaction that the event ended in hh:mm:ss format. For example, 00:21:37.
Duration (hh:mm:ss) — the duration of time the event lasted in hh:mm:ss format. For example, 00:21:37.
Duration (seconds) — the length of the event in seconds. Duration for some event types is always 0.
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