interaction data reference guide (compliance) - np - 3 5.pdf

8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf

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October 2010

385A0556-63 Rev. A2

Interaction Data Reference Guide


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7,751,590

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5,911,134

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5,937,029

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5,339,203

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6,785,369

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7,725,318

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5,396,371

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6,330,025

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Contents

NICE Perform® Compl iance Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)

5

Contents

1What is the Interaction Data Reference Guide? 7

What’ s New in Release 3.5? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Defining Al ias Names via System Admini str ator . . . . . . . . . . . . . . . . . . . . . . .9

Activat ing/Deactivat ing Data Columns via System Administrator . . . . . . . . 11

Defining Interaction Data Privil eges via Users Adminis trator . . . . . . . . . . . 13

Choosing Query Columns via Interactions/Investigations . . . . . . . . . . . . . . 14

Querying Free Expressions v ia Interactions/Investigations . . . . . . . . . . . . . 15

Defining a Rule Filter using Expressions v ia Rules Manager . . . . . . . . . . . . 16

Defining Scorecard Lists vi a Rules Manager. . . . . . . . . . . . . . . . . . . . . . . . . 17

Defining Sto rage File Names via Rules Manager. . . . . . . . . . . . . . . . . . . . . . 18

2Interaction Data Fields 19

Resou rce ID Lis t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Excepti on Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

3Index of Aliases per Table 95


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Blank page for double-sided printing.


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Chapter 1: What is the Interaction Data Reference Guide?

NICE Perform® Compl iance Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)

7

1

What is the Interaction Data ReferenceGuide?

What is the purpose of t his reference guide?

Interaction data fields represent NICE Perform database columns. In several applications, users

must select interaction data fields to accomplish different tasks. To enable users to select the

appropriate interaction data fields, this guide provides a brief description of each interaction datafield as well as the corresponding physical database parameters.

When do I use interaction d ata?

Interaction data is used to perform tasks in several NICE Perform applications.

Ap pl ication Task usi ng interaction data

System Administrator Defining interaction data aliases. See Defining Ali as Names via

System Administrator on page 9.

Activating/deactivating data columns. See Acti vat ing/Deactivat ing

Data Columns via System Administrator on page 11.

Users Administrator Defining interaction data privileges. See Defining Interaction Data

Privileges via Users Administrator on page 13.

Interactions/

Investigations

Defining a query via Free Expressions. See Querying Free

Expressions via Interactions/Investigations on page 15.

Choosing columns to display (in the query results table) via

Preferences. See Choosing Query Columns via Interactions/

Investigations on page 14.

Rules Manager Defining a filter for a rule. See Defining a Rule Filter using

Expressions via Rules Manager on page 16.

Defining a scorecard definition. See Defining Scorecard Lists via

Rules Manager on page 17.

Defining a storage file name. See Defining Storage File Names via

Rules Manager on page 18.


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8Chapter 1: What is the Interaction Data Reference Guide?

NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)

How can this reference guide help me?

In most cases, users select interaction data from drop-down lists organized in alphabetical order.

Therefore, the interaction data reference table is organized in alphabetical order, according to alias

names. In the case of free expressions, the interaction data is organized according to database

tables. Therefore an Index is provided which lists database tables with their corresponding

interaction data.

Which interaction d ata are not d escribed in thi s reference guide?

Each site can have customized database columns. These interaction data are not described in this

guide, since they are unique to each site. The database columns are added to the tblReservedxx

database table and appear on the Reserved tab in the System Administrator. They appear as

interaction data throughout the interface.

The customized database columns are generated from the following sources:

• Classification and Scoring rules: Each time an administrator creates a rule via the RulesManager, a corresponding database column is added to the database. The interaction data alias

name is the rule name and the database column name is compressed without spaces.

• Business Data: An administrator can create business data columns via the SystemAdministrator. Each column has an alias name and a column name.

• Database fields received from the switch: In each environment, different database fields areadded to the database directly from the switch. such as Call ID, Client DTMF and UCID.


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What’s New in Release 3.5?

What’s New in Release 3.5?

• All Interaction Data Fields (Aliases) for Screen Analysis have now been changed to read Desktop Analytics.

• New Interaction Data Fields (Aliases) have been added to reflect the new Real-time Impact

Solution.• Querying Free Expressions via Interactions/Investigations on page 15 has been updated.

• Exception Types on page 87 has been updated.

Defin ing Alias Names via System Administrator

Each database column has a default alias name. This alias name appears in several areas of the

interface as the interaction data field. If you want to customize the interaction data fields for your

organization, you can define different alias names via the System Administrator.

In System Administrator, navigate in the Organization tree to the database server that includes the

Admini st rat ion database. Click the Columns tab. The Column Details appear.

In the Alias Colum n Name field, you can define customized alias names. See System

Administrator’s Guide for details.


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Defining Alias Names via System Administrator

TIP: If you sort the table according to the Table column, use the Index in this guide to view

the database tables and their corresponding interaction data descriptions.


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Ac ti va ti ng/Deact iva ti ng Data Col umn s vi a Sy st em Ad mi nist ra to r

Activating/Deactivating Data Columns via System Administrator

Each data field can be activated or deactivated separately for viewing, editing, and querying

ability. Activating and deactivating data columns is done by accessing the Administrator database.

The Columns tab is only accessible for the Administration database.

To view/edit/query a data column in other applications,

• The user must be given privileges to view/edit/query the data via the Users Administrator.

• The column must be appropriately selected in the application. For example, in the Business Analyzer, you display columns using the Preferences window.

To activate/deactivate data columns:

1. Log in to the NICE Perform Application Suite. From the Adm inist rat ion menu, select

System Administrator .

To add or edit components in the System Administrator, you must work in Technician Mode.

2. Verify that you are in Technician mode: From the Settings menu, select Technic ian Mode.

3. In the Organization tree, select the database server that includes the Adm inist rat ion database

and click the Columns tab.

NOTE: The system is installed with the data fields ready-for-use. Use this procedure

only when further customization is necessary.


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Ac ti va ti ng/Deact iva ti ng Data Col umn s vi a Sy st em Ad mi nist ra to r

4. Use the horizontal scroll bar to display the Viewable, Editable, and Queriable columns:

5. To allow view, edit, and query privileges to be granted for a column, select the appropriate

Viewable, Editable, and Queriable checkboxes.

6. Click Save .


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Defining Interaction Data Privileges via Users Administrator

Defining Interaction Data Priv ileges via Users Administrator

Your system is provided with a default profile called BasicColumnsPrivileges. This profile

includes view and query privileges to the most common data fields. It is attached to the Al l Users

group. This means that all users in your organization tree will have view (and some query)

privileges to most data columns.

You can create additional profiles and add more privileges for interaction data fields as follows:

In Users Administrator, open the Profile details. Click Add Resour ce and select Add

Interaction Data. The Select Interaction Data Privileges window appears.

Select the interaction data privileges by selecting the appropriate checkboxes:

• View: Enables the user to view the data column.

• Edit: Enables the user to change the value of a data column.

• Query: Enables the user to run a query using this data column as search criteria.

• Filter : This is not a privilege. This opens a filter box so that you can select a range of datafrom the selected data field.

See Users Administrator’s Guide for details.


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Choosing Query Columns via Interactions/Investigations

Choosing Query Columns v ia Interactions/Investigations

When you run a query in Interactions or Investigations, you can determine which columns to

display in the Results pane (Table view). The columns that are available for your selection

correspond to those interaction data fields for which you were given View privileges (via a Users

Administrator profile).

In Interactions/Investigations, click Preferences . The Preferences window appears.

Scroll to the Table View area, and select which columns will appear in the Results pane. See

Investigations Guide for details.


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Querying Free Expressions via Interactions/Investigations

Querying Free Expressions via Interactions/Investigations

You can build customized query criteria by defining expressions. When defining an expression,

you must select an interaction data field and then define an operator and a value. The columns that

are available for your selection correspond to those interaction data fields for which you were

given Query privileges (via a Users Administrator profile).

In Interactions, create a query and open the Advanced Query window. In the Advanced Query

window, click the Free Expressions tab.

Investigations, create an investigation and then in the Definitions tab, click Interaction Filters

, and then click the Free Expressions tab.

Define an expression by selecting an interaction data field from the Field list, selecting an operatorand defining a value. You can define several expressions. See Investigations Guide for details.

TIP: The Field list is organized by database tables. Use the Index in this guide to view the

corresponding interaction data field descriptions for each database table.


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Defining a Rule Filter using Expr essions vi a Rules Manager

Defin ing a Rule Filter us ing Expressions via Rules Manager

When defining a rule, you must define a rule Filter . A Filter is the criteria for selecting

interactions.

When defining a Filter, you can create one or several customized expressions. Each time you

define an expression, you must select an interaction data field and then define an operator and a

value.

Open Rules Manager and create a rule. In the Filter window, click the Expressions tab. Build an

expression using the drop-down lists for each editing field. See Rules Manager Guide for details.


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Defining Scorecard Li sts via Rules Manager

Defining Scorecard Lists via Rules Manager

Each time you create a Scoring rule via the Rules Manager, you must define one or more

Scorecard lists for the rule. The scorecard list is a a point value system for a field of the interaction

that you want to score. For example, assign a point value to the number of times a caller was

placed on hold and/or transferred.

When you define a scorecard list, you must select an interaction data field and assign it a weight

and a value.

Open Rules Manager and create a Scoring rule. In the Defined Scorecard List area, click New.

The Scorecard Definition window appears.

From theCategories

dropdown list, select an interaction data field. Assign a weight and a valueor range of values. See Rules Manager Guide for details.


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Defining Storage File Names via Rules Manager

Defining Storage File Names via Rules Manager

In the Storage tab of the Rules Manager, you create the Storage Center storage rules. For each

rule, you can define a naming convention for the archived files. To define a naming convention,

you select interaction data fields.

Open Rules Manager and define a Storage rule. In the Storage Center Action window, click the

File Name Mask tab.

Select the interaction data fields that will appear in the file names. You cannot remove or reorder

the following fields: Site_ID, Segment_ID and Recording_ID.


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Chapter 2: In

NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)

Interaction Data Fields

The following table describes each interaction data field and provides the corresponding physical database

organized in alphabetical order according to alias names. These alias names are the default column names

Interaction Data

Field (Alias)Description

Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta

AA Task ID The unique identifier of the

AA task (Used by the Insight

Manager).

uniqueide

ntifier

nice_ca vw

M

Audit Group ID ID number assigned to the

audit group.

integer nice_audit tb

pM

Audit Group

Message Type ID

Internal ID mapping the

audit group and the

message type ID.


pM

Audit Group

Resource Type ID

Resource ID of an audit

message. Each ID

corresponds to resource.

See Resource ID List

on page 84.


pM


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Audit Initiator User

ID

User ID of the user

performing the action

(corresponding to the audit

message).


ag

Audit Message ID Internal ID representing an

audit message.


ag

Audit Message

Parameter Date

A date value for a

parameter in an audit

message.

datetime nice_audit tb

ag

r

Audit Message

Parameter ID

Internal ID representing an

audit message parameter.


ag

r

Audit Message

Parameter Index

Internal index listing the

parameters of an audit

message in proper

sequence.


ag

r

Audit Message

Parameter Numeric

Value

A numeric value for a

parameter in an audit

message.


ag

r

Audit Message

Parameter Text

Value

A text value for a parameter

in an audit message.

nvarchar

length =

255

nice_audit tb

ag

r

Audit Message Text Descriptive text of the audit

message.

nvarchar

Length =

4000

nice_audit tb

ag

Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Audit Message

Time

Time of the audit message. datetime nice_audit tb

ag

Audit Message

Type

List of audit message types. integer nice_audit tb

ag

Audit Resource

Type

List of resource types. See

Resource ID List

on page 84.


ag

Average Response

Time

Average Response Time of

a text interaction.

bigint nice_interactions tb

tio

Category channel

type

The category channel

(voice\chat\email).

Integer nice_rule vw

Category priority Marks the monitoring

category as high priority.

tinyintege

r

nice_rule vw

Complete

Abandoned Hold/

Queue Duration

Sum of the amount of time

that the complete interaction

was on hold and in the

queue.

X X integer nice_cti_analysis vw

dC

Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Complete Close

Reason ID

ID representing the reason

a complete interaction was

closed.

Possible values:

0 = Unknown

1 = Normal Start

2 = Normal End

4 = Transfer Start

8 = Transfer End

16 = Conference

32 = Inter Queue

64 = Networking128 = Segment

256 = Compound

512 = Block

1024 = Clip Recording

X integer nice_interactions tb

Complete Contains

Conference

Indicates whether there was

at least one conference

(three or more participants

in the interaction).

Possible values:

True/False

boolean nice_cti_analysis vw

dC

Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Complete Contains

Transfer

Indicates whether there was

at least one transfer during

the interaction.

Possible values:

True/False

X X boolean nice_cti_analysis vw

dC

Complete Desktop

Analytics Event

Count

Number of times an

Analysis Event took place in

a complete interaction.

X X integer nice_screen_sen

se

vw

tio

s

Complete Desktop

Analytics Event ID

Internal ID assigned to an

Analysis Event which is

associated with a complete

interaction.


se

vw

tio

s

Complete Desktop

Analytics Event

Numeric Value

Numeric value defined in

the Analysis Manager for a

specific Trigger object

associated with the

complete interaction.

X X float nice_screen_sen

se

vw

tio

s

Complete Desktop

Analytics Event

String Value

String value defined in the

Analysis Manager for a

specific Trigger object

associated with the


X X nvarchar

Length =

50

nice_screen_sen

se

vw

tio

s

Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Complete Desktop

Analytics Group

Count

Number of Events that took

place within a complete

interaction that are from the

same Analysis Group as the

related Event (Complete

Analysis Event ID).


se

vw

tio

s

Complete Desktop

Analytics Group ID

Internal ID of the Analysis

Group to which the related

Event belongs (Complete

Analysis Event ID).


se

vw

tio

s

Complete Desktop

Analytics Seconds

From End

Number of seconds before

the complete interaction

ended when a specific Analysis Event took place.

integer nice_screen_sen

se

vw

tio

s

Complete Desktop

Analytics Seconds

From Start

Number of seconds after


began when a specific

Analysis Event took place.


se

vw

tio

s

Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Complete Direction

Type ID

ID representing the direction

of the complete interaction.

Possible values:

0 = Unknown

1 = Incoming

2 = Outgoing

3 = Internal

4 = Block

5 = Tandem

6 = External

X X tinyint nice_interactions tb

Complete Duration Length of the complete

interaction - in ticks.

(10 million ticks per second)

In the Business Analyzer

query results, the duration

appears in seconds.

X X bigint nice_interactions tb

Complete Hang Up

Side ID

ID representing the

participant who hung up a


Possible values:

0 = Any

1 = Agent

2 = Customer

3 = Both


dC

Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Chapter 2: In


Complete ID Internal ID number

assigned to complete

interaction.

integer nice_interactions tb

Complete ID 2 Internal ID number

representing the

corresponding complete

interaction.

integer nice_cti_analysis vw

dC

Complete Initiator

User ID

User ID of the user who

initiated a complete

interaction.


Complete Media

Type ID

ID representing the media

type of the complete

interaction.

Possible values:

0 = Unknown

1 = Clip recording

2 = CTI

4 = Email

8 = Chat

16 = Web

32 = Time interval

64 = VOX128 = Desktop Analytics


Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Chapter 2: In


Complete Open

Reason ID



began.

Possible parameters:

0 = Unknown

1 = Normal Start

2 = Normal End

4 = Transfer Start

8 = Transfer End

16 = Conference

32 = Inter Queue

64 = Networking128 = Segment

256 = Compound

512 = Block



Complete

Participants Count

Number of participants in

the interaction.


dC

Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Complete Recorded

Type ID

Identifies whether the

complete interaction was

recorded.

Possible values:

0 = Unknown

1= Yes

2 = No

3 = Partial

X tinyint nice_interactions tb

Complete Ring

Duration

Amount of time (in seconds)

from when the interaction

was delivered to its target

until it was handled.


dC

Complete Stages

Count

Number of stages in the

interaction.


dC

Complete Start

Time

The time (based on GMT)


began.

X datetime nice_interactions tb

Complete Stop

Time



ended.


Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Chapter 2: In


Complete Total

Conference Count

The number of logical

conferences that took place

during the interaction. A

logical conference is

defined a s a continuous

period of time in which at

least three participants were

taking in the same

interaction.


dC

Complete Total

Hold Count

Number of times a

participant was placed on

hold by another participant

in the interaction.


dC

Complete Total

Hold Duration

Total amount of time (in

seconds) a participant in the

interaction was placed on

hold.


dC

Complete Total

Queue Time


seconds) a participant in the

interaction waited in a

queue.


dC

Complete Total

Ring Time

Total amount of ring time (in

seconds) in the interaction.


dC

Complete Total

Transfers Count

Number of times a

participant was transferred

from one participant to

another.


dC

Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Complete Total

Wrap Up Time


seconds) it took for the

agent to wrap-up the

interaction.


dC

Complete Transfer

ID

For future version. integer nice_interactions tb

Complete Transfer

Site ID

For future version. integer nice_interactions tb

Complete was

Abandoned From

Hold

Indicates whether a

participant abandoned the

interaction while on hold.

Possible values:1 = Yes

0 = No

X X binary nice_cti_analysis vw

dC

Complete was

Abandoned From

Queue

Indicates whether a

participant abandoned the

interaction while waiting in a

queue.

Possible values:

1 = Yes

0 = No


dC

Complete Wrap UpDuration

Amount of time (in seconds)it took the agent to wrap-up

the interaction when the

interaction ended.

X X integer nice_cti_analysis vwdC

Interaction Data


Rules

Manager

Filter?

Score-

card

Filter?

Type

Physical Database P

Database Ta


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Chapter 2: In


Completed Percentage of the task that

was completed.

real nice_rule vw

Compliance

Authorization Action

Action taken by the

compliance officer regarding

a request. Possible values:

1 = Approve

2 = Reject

tinyint nice_ib vw

Compliance

Authorizer First

Name

First name of the

compliance officer who

approved/rejected the

request.

nvarchar nice_ib vw

Compliance Authorizer Full

Name

Full name (display name) ofthe compliance officer who


request

nvarchar nice_ib vw

Compliance

Authorizer Last

Name

Last name of the

compliance officer who


request

nvarchar nice_ib vw

Compliance

Authorizer User ID

User ID of the compliance

officer who approved/

rejected the request.

integer nice_ib vw

Creation Date Date the task was created. datetime nice_rule vw

Creator First Name First name of the user who

created the task.

nvarchar nice_rule vw

Interaction Data


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Chapter 2: In


Creator ID User ID of the creator of the

task.

integer nice_rule vw

Creator Last Name Last name of the user who

created the task.


Creator Name Full name (display name) of

the creator of the task.


Creator Status The status of the user that

created the category

(deleted or existing).

Integer nice_rule vw

Cross Complete ID Internal ID number

representing a complete

interaction.


er

Cross Segment ID Internal ID number

representing a segment.


er

Currency ID Internal ID number

representing the currency

type, based on the currency

names defined in the Lists

Editor.

integer nice_ib vw

Data Extraction

Object Id

ID of the Event Data. integer nice_screen_sen

se

vw

cti

Description Description of the task, as

defined in the Request

Wizard.


Interaction Data


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Chapter 2: In


Desktop Analytics

Data Object ID

Internal ID assigned to a

Screen Object.

X integer nice_screen_sen

se

vw

nS

ctV

Desktop Analytics

Event ID

ID of the Event. integer nice_screen_sen

se

vw

cti

Desktop Analytics

Notification ID

ID of the notification

associated with the Event

Data.


se

vw

nD

on

Desktop Analytics

Numerical Value

Numeric value field that

holds the numeric value for

the Event Data notification

value.

float Nice_screen_sen

se

vw

nD

on

Desktop Analytics

Object Description

Name of the Screen Object,

as defined via the Screen

Object Wizard.

nvarchar

(50)

nice_screen_sen

se

vw

ec

Desktop Analytics

Object ID

ID of the Event Data

associated with the Event

Data notification value.


se

vw

nD

on

Desktop Analytics

Object Name

Description of the Screen

Object, as defined via the

Screen Object Wizard.

X X nvarchar

(50)

nice_screen_sen

se

vw

ec

Desktop AnalyticsObject Value

Value of the Screen Objectthat was extracted to the

database.

4000 byte limitation

X X nvarchar

(50)

nice_screen_sense

vwnS

ctV

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Chapter 2: In


Desktop Analytics

Text Value

Text value field that holds

the text value of the Event

Data notification value.

Nvarchar(

50)

nice_screen_sen

se

vw

nD

on

Desktop Analytics

Value Type

Type of Event Data value

(text or numeric).


se

vw

cti

Device ID Internal list of device IDs in

their proper sequence.

1-4 represent handsets

101-132 represent speakers


XX

Device Type ID ID of a device type.

Possible values:

0 = Unknown

1 = Handset

2 = Speaker

3 = Microphone

4 = Reinjection


XX

Direction Direction of the text

interaction.

tinyint nice_interactions tb

tio

Interaction Data


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Chapter 2: In


Direction Type

Description

Internal enumeration list of

direction types. These types

include:

Unknown

Incoming

Outgoing

Internal

Block

Tandem

External

varchar

Length =16

nice_interactions tb

yp

Direction Type ID

Lookup


direction type IDs. TheseIDs include:

0 = Unknown

1 = Incoming

2 = Outgoing

3 = Internal

4 = Block

5 = Tandem

6 = External


yp

dtAnalysisTime The time when the Audio

Analysis engine marked the

interaction as finished

(Used by the Insight

Manager).

datetime nice_ca vw

M

Interaction Data


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Chapter 2: In


Email Subject Subject of the email

interaction

nvarchar

Length =64


tio

Emotion Certainty A value of 1 - 100

representing the certainty of

whether emotion took place.

X

except a

Storage

rule

X smallint nice_ca vw

tS

Emotion Speaker Identifies the participant

who spoke with emotion.

Possible values:

1 = Agent

2 = Customer

3 = Both

X

except a

Storage

rule

smallint nice_ca vw

tS

Finish Date Date the task was finished,

or a user stopped the task.

datetime nice_rule vw

First Name First name of a user as

defined via Users

Administrator.

nvarchar

Length =

32

nice_admin tb

Flag Internal number assigned

to a flag.


sU

X

Flag Related Task

ID

Internal ID representing the

task relating to the task flag.


sP

XX

Interaction Data


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Chapter 2: In


Flag Related User

ID

User ID of the user that

added the flag.


sU

X

Flag Related User

Site ID

Site ID of the user that

added the flag.


sU

X

Full Name User formatted name

(Display name as defined

via Users Administrator).

string nice_admin tb

Graduation Score Graduation score of a user

as defined via Users

Administrator.

float nice_admin tb

iInteractionID Interaction ID of a call that

finished Audio Analysis

(using the new engine

introduced for R3.2)(Used

by the Insight Manager).

integer nice_ca vw

M

IM Segment ID Interaction ID of a call that

was archived (Used by the

Insight Manager).


dC

IM Segment Modify

Date

The date on which the call

was inserted into the table.

(Used by the Insight

Manager)

datetime nice_interactions tb

dC

Interaction Data


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Chapter 2: In


Initial Queue Time

For Complete


the interaction was waiting

in queue before it reached

its target.


dC

Internal Segment

Client Start Time

Local (client) start time of a

segment. (This column

cannot appear as a

displayed column in the

Business Analyzer query

results, but can be queried

via Free Expressions.)


XX

Internal Segment

Client Stop Time

Local (client) stop time of a

segment. (This columncannot appear as a

displayed column in the

Business Analyzer query

results, but can be queried

via Free Expressions.)


XX

Is category marked

as KPI

No in use. binary nice_rule vw

Is Deleted true/false

(boolean)

nice_rule vw

Is system category The category was createdby a business package

(FCR etc).

binary nice_rule vw

Interaction Data


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Chapter 2: In


Item Complete ID ID of complete interaction

associated with the item.


Item is Public Indicates whether the item/

comment is public (meaning

everyone can view the

values).

Possible values:

True/False

boolean nice_interactions tb

Item Segment ID ID of the segment

associated with the item.


Item Sequence

Number

Internal ID assigned to the

item.


Item Time Stamp Time when item was

entered or a reference to a

time.


Item Type ID Type ID of the item.

Possible values:

1 = String

2 = Number

3 = Date


Item User ID User ID of the user whoentered the item.


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Chapter 2: In


Item User Value Value entered in the item. nvarchar

Length =256


Item was Deleted Indicates whether the item

was deleted.

Possible values:

True/False


Job Class Job Class list item name

defined via Lists Editor.

nvarchar

Length =

255

nice_admin vw

Job ClassID Internal ID representing a

Job Class list item.

integer nice_admin vw

Job Function Job Function list item name


nvarchar

Length =

255

nice_admin vw

Job FunctionID Internal ID representing a

Job Function list item.


Job Skill Job Skill list item name


nvarchar

Length =

255

nice_admin vw

Job SkillID Internal ID representing a

Job Skill list item.


Interaction Data


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Chapter 2: In


Language ID IDs of the languages

supported by the Audio

Analysis engines.

tinyint nice_ca tb

s

Last Extended Date Date of the last time the

retention was extended.

datetime nice_interactions vw

Ar

Last Extended

Reason

Reason for the last

extended retention.

nvarchar

(255)

nice_interactions vw

Ar

Last Extended

Reason ID

Reason ID of last extending

retention action

integer nice_interactions vw

Ar

Last Extension by

User

The last user who has

extended the retention of

the interaction.

nvarchar

(50)


Ar

Last Name Last name of a user as

defined via Users

Administrator.

nvarchar

Length =

32

nice_admin tb

Last Refresh Date Most recent date that a user

refreshed the task.

datetime nice_rule vw

List User ID User ID of the user who

created the list item.


Location Location list item name


nvarchar

Length =255

nice_admin vw

LocationID Internal ID representing a

Location list item.


Interaction Data


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Chapter 2: In


Manager

Authorization Action

Action taken by the

compliance officer regarding

a request. Possible values:

1 = Approve

2 = Reject

tiny

integer

nice_ib vw

Manager Authorizer

First Name

First name of the manager

who approved/rejected the

request.

nvarchar nice_ib vw

Manager Authorizer

Full Name

Full name of the manager

who approved/rejected the

request

nvarchar nice_ib vw

Manager AuthorizerLast Name

Last name of the managerwho approved/rejected the

request

nvarchar nice_ib vw

Manager Authorizer

User ID

User ID of the manager who


request.

integer nice_ib vw

Max Response

Time

Maximum response time of

text interaction.


tio

Message Title Text of an audit message. nvarchar

Length =

50

nice_audit tb

ag

Message Type ID Internal ID representing a

specific audit mesage.


ag

Interaction Data


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Chapter 2: In


Middle Name Middle name of a user as

defined via Users

Administrator.

nvarchar

Length =32

nice_admin tb

Name Name assigned to the task. nvarchar nice_rule vw

Offset of Comment Number of seconds after

the recording began when

an annotation was added.


Parent Category ID Internal ID representing the

category group assigned to

the task. Category groups

were defined via the Lists

Editor.


Participant Agent ID Agent ID of a participant in

an interaction.

X nvarchar

Length =

64


XX

Participant Client ID Telephony CTI information

regarding a client

participating in an

interaction.


XX

Participant CTI

Agent Name

Telephony CTI information

regarding an agent (agent

name) participating in aninteraction.

X nvarchar

Length =

64


XX

Interaction Data


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Chapter 2: In


Participant

Department

Telephony CTI information

regarding an agent

(department) participating in

an interaction.

X nvarchar

Length =64


XX

Participant ID Internal ID representing a

participant.


XX

Participant is First

User

Indicates whether the

participant is the first

internal participant.

True/False

X boolean nice_interactions tb

XX

Participant is

Segment Initiator


participant initiated thesegment.

True/False


XX

Participant Name Formatted name of the

interaction participant.

nvarchar

Length =

64

nice_admin vw

Us

Participant

Segment ID

Segment ID associated with

the participant.


XX

Participant Switch

ID

Switch ID associated with

the participant.


XX

Participant Text

Interaction ID

Text interaction ID of

specific participant.


cti

nts

Interaction Data


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Chapter 2: In


Participant Type ID ID of participant type.

Possible values:0 = Unknown

1 = Internal

2 = External

3 = Loggers


XX

Participant User ID User ID of the participant. X integer nice_interactions tb

XX

Participant Virtual

Device ID

For internal use. integer nice_interactions tb

XX

Phone Number ??The customer’stelephone number where

the call originated (This

field is relevant for an

inbound interaction only!)

This value is available at

some switches.

X nvarchar nice_interactions tbXX

Policy Policy assigned to a task. nvarchar nice_rule vw

Interaction Data


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Chapter 2: In


Policy ID Internal ID representing the

policy assigned to a task.

This field is available to

super-users only.

Possible values:

2 = General Policy

4 = Watch List

6 = Wall Crossing

8 = Dispute Resolution


Reason ID Internal ID representing the

reason for the request.

Reasons were defined via

the Lists Editor.

integer nice_ib vw

Recipient Domain Email interaction recipient

domain.

varchar nice_interactions vw

cti

nts

Recipient Email

Address

Email interaction recipient

email address.

nvarchar

Length =

64


cti

nts

Recipient Name Email interaction recipient

name.

varchar nice_interactions vw

cti

nts

Interaction Data


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Chapter 2: In


Recording Archive

Status

Archive status of the

recording:

0 Not Archived

1 Archived

2 In Progress


Ar

Recording Channel Channel on the Logger

where recording took place.


XX

Recording ESM

Archive Status

Archive to ESM status of the

recording:

0 Not Archived

1 Archived

2 In Progress


Ar

Recording File

System Archive

Status

Archive to File System

status of the recording:

0 Not Archived

1 Archived

2 In Progress


Ar

Recording ID Internal ID representing a

recording.


XX

Interaction Data


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Chapter 2: In


Recording Initiator

Type ID

ID of the recording’s

initiator.

Possible values:

0 = No Value

1 = Rec Prog

2 = Supervisor

4 = Agent

8 = Host

16 = QA

32 = Total

64 = ROD

256 = Monitor

512 = SEA (Desktop

Analytics)

1024 = Clip Recorder

2048 = TRS (Basic

Recordings)

X smallint nice_interactions tb

XX

Recording Initiator

User ID

User ID of the initiator (if the

initiator was a user).


XX

Recording Logger Logger where recording

took place.


XX

Interaction Data


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Chapter 2: In


Recording Media

Type ID

ID of the recording media

type.

Possible values:

0 = Unknown

1 = Screen

2 = Voice


XX

Recording MML

Hint

String/unique number/

character associated with

the recording’s NiceScreen

Logger.

varchar

Length =

64


XX

Recording

Participant ID

ID of participant in

recording.


XX

Recording Program

ID

ID of the program that

initiated the recording (if the

recording was initiated by a

program).


XX

Recording

Recorded Type ID

ID of the recorded type.

Possible values:

0 = Unknown

1= Yes

2 = No

3 = Partial


XX

Recording Segment

ID

ID of the segment

associated with the

recording.


XX

Interaction Data


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Chapter 2: In


Recording Side

Type ID

ID of the recording side type

of the recording.

Possible values:

0 = Unknown

1 = In

2 = Out

3 = Summed

4 = Irrelevant


XX

Recording Start

Time


the recording began.


XX

Recording Stop

Time


the recording ended.


XX

Recording Time

Difference

Time difference between the

Logger and the NiceCLS

Server.


XX

Request Amount Amount assigned to the

request via the Request

Wizard.

float nice_ib vw

Request Creation

Date

Date the request was

created.

datetime nice_ib vw

Request Creator

First Name

First name of the creator of

the request.

nvarchar nice_ib vw

Interaction Data


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Chapter 2: In


Request Creator

Full Name

Full name (display name) of

the creator of the request.

nvarchar nice_ib vw

Request Creator

Last Name

Last name of the creator of

the request.

nvarchar nice_ib vw

Request Currency Currency assigned to the


Wizard.

nvarchar nice_ib vw

Request Currency

Rate

Rate assigned to the


Wizard.

float nice_ib vw

Request Expiry

Date

Date the request will expire. datetime nice_ib vw

Request ID Internal ID assigned to the

request.

integer nice_ib vw

Request Initiator

User ID

User ID of the user who

initiated the request.

integer nice_ib vw

Request Initiator

User Site ID

Site ID assigned to the user

who initiated the request.

integer nice_ib vw

Request Is Deleted Indicates whether the

request was deleted.

Possible values:True/False

boolean nice_ib vw

Request

Modification Date

Date the request was

modified

datetime nice_ib vw

Interaction Data


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Chapter 2: In


Request Name Name assigned to the


Wizard.

nvarchar nice_ib vw

Request Product

Name

Product assigned to the


Wizard.

nvarchar nice_ib vw

Request Reason Reason assigned to the


Wizard.

nvarchar nice_ib vw

Interaction Data


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Chapter 2: In


Request Status Current status of the

request:

Possible values:

1 = Started

2 = Draft

3 = Wait for Automatic Approval

4 = Wait for Manager Approval

5 = Wait for Compliance Approval

6 = Wait for Manager andCompliance Approval

7 = Wait for Retrieval

8 = Wait for Hard Copy

9 = Request Rejected byManager

10 = Request Rejected byCompliance

11 = PB Ready

12 = PB and Hard Copy Ready

13 = PB Expired

14 = PB Expired and HardCopy Ready

15 = PB Expired and Waiting

for Hard Copy16 = Request Complete

17 = Request Approved

tinyint nice_ib vw

Interaction Data


Rules

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Chapter 2: In


Reserved Complete

ID




X

Reserved Segment

ID


segment.


X

Results Number of interactions that

match the task criteria.


Rule Default

Productivity

Value defined by a formula

in the Rules Manager.


X

Rule Default Quality Value defined by a formula

in the Rules Manager.


X

Rule Default

System Emotion


in the Rules Manager

X X integer nice_interactions tb

X

RuleDefaultSystem

Score


in the Rules Manager


X

Screen Archive

Status

Archive status of the screen

part of the interaction:

0 Not Archived

1 Archived

2 In Progress

3 Partial Archived


Ar

Interaction Data


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Chapter 2: In


Screen ESM

Archive Status

Archive to ESM status of the

screen part of the

interaction

0 Not Archived

1 Archived

2 In Progress

3 Partial Archived


Ar

Screen File System

Archive Status

Archive to File System

status of the screen part of

the interaction:

0 Not Archived

1 Archived2 In Progress

3 Partial Archived


Ar

Screen Remaining

Days

Displays the number of

days remaining until the

Screen Expiration Date

occurs.

If there is no expiration date,

or if the date has already

occurred, the value will be

shown as zero.


Ar

Interaction Data


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Chapter 2: In


Segment

Abandoned Hold/

Queue Duration

Number of second a

segment was held in a

queue, or the number of

seconds after which the

segment was abandoned

while on hold.


Segment Business

Data

Business data related to a

segment representing the

UUI field- reported from the

Avaya switch.

nvarchar

Length =

20


tio

Segment Call

Direction Type ID

ID of the direction of a

segment.


0 = Unknown

1 = Incoming

2 = Outgoing

3 = Internal

4 = Block

5 = Tandem

6 = External


tio

Segment Client

DTMF

Business Data field related

to a segment representingthe User Entered Code -

reported from the Avaya

switch.

X varchar

Length =50


tio

Interaction Data


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Chapter 2: In


Segment Close

Reason ID


a segment was closed.

Possible values:

0 = Unknown

1 = Normal Start

2 = Normal End

4 = Transfer Start

8 = Transfer End

16 = Conference

32 = Inter Queue

64 = Networking

128 = Segment

256 = Compound

512 = Block



XX

Segment Desktop

Analytics


se

vw

tio

on

Segment Desktop

Analytics Event

Count

Number of times a Desktop

Analytics Event took place

in a segment.


se

vw

tio

on

Segment Desktop

Analytics Event ID

Internal ID assigned to a

Desktop Analytics Event

associated with the

segment.

X X integer nice_interactions tb

se

XX

Interaction Data


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Chapter 2: In


Segment Desktop

Analytics Event ID

(nice_screen_sens

e)

ID of the event associated

with the notification.


se

vw

tio

on

Segment Desktop

Analytics Event

Numeric Value

Numeric value of the Trigger

object associated with the

segment.

X X float nice_screen_sen

se

vw

tio

on

Segment Desktop

Analytics Event

String Value

String value of the Trigger

object associated with the

segment.

X X nvarchar

length =

50

nice_screen_sen

se

vw

tio

on

Segment Desktop

Analytics Group ID

Internal ID of the Desktop

Analytics Group to whichthe related Event belongs

(Segment Desktop

Analytics Event ID).


se

vw

tioon

Segment Desktop

Analytics

Interaction ID

Internal ID number of the

segment in which the


took place.


se

vw

tio

on

Segment Desktop

Analytics

Notification ID


notification received when a


took place.


se

vw

tio

on

Interaction Data


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Chapter 2: In


Segment Desktop

Analytics Seconds

From End

Number of seconds before

the segment ended when a

specific Desktop Analytics

Event took place.


se

vw

tio

on

Segment Desktop

Analytics Seconds

From Start

Number of seconds after

the segment began when a

specific Desktop Analytics

Event took place.


se

vw

tio

on

Segment Desktop

Analytics User ID

User ID assigned to the

agent that caused the

Desktop Analytics Event.


se

vw

tio

on

Segment Dialed

Number

Number that the customer

dialed to initiate the

segment.

X nvarchar nice_interactions tb

XX

Segment Duration Duration of a segment in

ticks.

(10 million ticks per second)

In the Business Analyzer

query results, the duration

appears in seconds.

X X bigint nice_interactions tb

XX

Segment Ended

with a Transfer


segment ended by a

transferring a participant.

Possible values:

True/False


Interaction Data


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Chapter 2: In


Segment External

Call ID

Identifies from which call ID

the segment was

transferred. The Call ID is

provided by the switch.


tio

Segment Hold

Count

Number of times a

participant was held in the

segment.


Segment Hold

Duration

Total hold time (in seconds)

in the segment.


Segment ID Internal ID representing a

segment.


XX

Segment ID 2 Internal ID numberrepresenting the segment.

integer nice_interactions tbtio

Interaction Data


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Chapter 2: In


Segment Initiator

Type Description


the recording’s initiator.

Possible values:

0 = No Value

1 = Rec Prog

2 = Supervisor

4 = Agent

8 = Host

16 = QA

32 = Total

64 = ROD

256 = Monitor 512 = SEA (Desktop

Analytics)


2048 = TRS (Basic

Recordings)

varchar

Length =16


e

Interaction Data


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Chapter 2: In


Segment Initiator

Type ID

Internal ID of the

recording’s initiator.

Possible values:

0 = No Value

1 = Rec Prog

2 = Supervisor

4 = Agent

8 = Host

16 = QA

32 = Total

64 = ROD

256 = Monitor

512 = SEA (Desktop

Analytics)


2048 = TRS (Basic

Recordings)

smallint nice_interactions tb

e

Segment Initiator

User ID

User ID of the first user who

participated in the segment.


XX

Segment is

Available for

Playback

Indicates whether segment

is available for playback.

Possible values:

True/False


tio

Interaction Data


Rules

Manager

Filter?

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Segment is Part of

a Conference


segment is a conference

(three or more participants).

Possible values:

1 = Yes

0 = No


Segment Media

Type ID

ID representing the media

type of the segment.

Possible values:

0 = Unknown

1 = Clip recording

2 = CTI4 = Email

8 = Chat

16 = Web

32 = Time interval

64 = VOX

128 = Desktop Analytics


XX

Interaction Data


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Segment Open

Reason ID


the segment began.


0 = Unknown

1 = Normal Start

2 = Normal End

4 = Transfer Start

8 = Transfer End

16 = Conference

32 = Inter Queue

64 = Networking

128 = Segment

256 = Compound

512 = Block



XX

Segment Other

Switch ID

Identifies the switch ID for a

transferred segment.


XX

Segment

Participants Count

Number of active

participants in the segment.


Segment Queue

Duration

Total queue time (in

seconds) in the segment.


Segment Ring

Duration


the phone was ringing at the

destination extension.


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Segment Start Time The time (based on GMT)

the segment began.


XX

Segment Stop Time The time (based on GMT)

the segment ended.


XX

Segment Switch

Call ID

The Call ID of a segment.

The Call ID is provided by

the switch.


tio

Segment Switch

Call Index

Internal index which lists

the segments of an

interaction in the correct

proper sequence.


tio

Segment Switch ID Switch ID associated withthe segment.

X integer nice_interactions tbXX

Interaction Data


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Segment Type

Description

Describes the type of

segment, as follows:

Unknown

Clip Recording

CTI

TRS

Email

Chat

Web

Block

Vox

Desktop Analytics

varchar nice_interactions tb

Ty

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Segment Type ID Internal type ID of the seg-

ment.Possible values:

0 = Unknown

1 = Clip Recording

2 = CTI

3 = TRS

4 = Email

8 = Chat

16 = Web

32 = Block

64 = Vox

128 = Screen


XX

Segment UCID A unique Business Data

value representing the

UCID field - reported by the

Avaya switch.

varchar

Length =

64


tio

Segment Vector

Number

The VDN number of the

segment.

X varchar

Length =

50


tio

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Segment was

Abandoned from

Hold


segment was ended by a

participant abandoning

while on hold.

Possible values:

True/False


Segment was

Abandoned from

Queue


segment ended by a

participant abandoning

while waiting in a queue.

Possible values:

True/False


Segment Word ID number of the word that

was detected in the

segment.

interaction data reference guide (compliance) - np - 3 5.pdf

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