Data / Metric Descriptions

The following is a combined reference list of all fields defined on the predefined/managed Amazon QuickSight Data sets and Dashboards deployed by Symbee Connect Business Intelligence (SCBI), including the internal field name, the label(s) commonly used for the fields when displayed in a dashboard, and if the field is a calculated value, the essence of the formula used in the calculation.

Field Naming Conventions

In the SCBI managed datasets and dashboards, the following field naming conventions are used to indicate where the data for the field originated from.

A note on Calculated Fields in Amazon QuickSight:

In Amazon QuickSight, a Calculated Field is a field or column with a value that is derived from values of other fields in the backend data, as opposed to a field or column with a value directly sourced from the backend data source. A calculated field's value can be as simple as a reference to another field's value in the backend data, or a more complex formula using one or multiple other backend data field's values.

In Amazon QuickSight, a calculated field can be added either at the Data set level, or at the Analysis/Dashboard layer. Usually, calculated fields at the Data set level operate on a single record from your backend data source, whereas calculated fields at the Analysis/Dashboard layer operate on values that have been aggregated and represent some sort of total or sum of the values for a group of records (based on what the Analysis is grouping by).


SCBI Managed Data Set and Analysis/Dashboard field naming conventions

cfds_ = Calculated Field at the Data Set layer

Any field with a name starting with 'cfds_' (for example: cfds_flow_time) indicates that the field is a Calculated Field (or derived value) that was added at the Data set layer in Amazon QuickSight.

cfds_is_ = A boolean-style Calculated Field at the Data set layer

Like above, these fields are also derived values at the Data set layer. Specifically though, if the field name starts with 'cfds_is' it indicates the value is going to be either 1 (true) or 0 (false), and is used as a "flag" to indicate whether the record (e.g. contact or interaction) met a specific condition or not.

For example, cfds_is_abandoned has a value of 1 if the contact/interaction was categorized as "abandoned" or 0 if not abandoned. This type of field can then be summed or averaged (as an example) at an aggregate (i.e. grouped level) in an analysis/dashboard to provide dashboard aggregated statistics (for example, the number or average of abandoned contacts for a Queue versus handled contacts).

cfan_ = Calculated Field at the Analysis layer

Any field with a name starting with 'cfan_' indicates that the field is a Calculated Field (or derived value) that was added at the Analysis/Dashboard layer in Amazon QuickSight.

A note on Durations displayed as HH:mm:ss (hours, minutes, seconds)

Amazon QuickSight currently does have an out-the-box option for displaying an integer representing a duration of time in the format of Hours:Minutes:Seconds. For example, you can't natively express 523 seconds as "00:08:43" visually.

To cater for this, SCBI managed/pre-prepared dashboards perform this HH:mm:ss conversion in a Calculated Field at the analysis/dashboard level (a 'cfan_' field). As a naming convention, any 'cfan_' fields that perform this conversion will have a name that ends with hms (for example: cfan_abandontime_avg_hms).


Field Reference

Field name: cfds_abandontime

For an inbound contact/interaction that reached a queue, but was not handled by an agent (i.e. abandoned), the total duration of the contact before the customer disconnected. This includes any time prior to entering queue (e.g. flow time prior to queue treatment).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Initiation method (initiationmethod) is INBOUND, API, TRANSFER or CALLBACK, AND if a Queue (queue_name) is assigned, AND if an Agent (agent_username) is not assigned, AND if nextcontactid is not assigned, THEN difference between agent connected timestamp (connectedtosystemtimestamp) and disconnect timestamp (disconnecttimestamp), otherwise 0

Field name: cfds_active_desc

A single visual summary string (for use in a real-time agent dashboard) describing, for an active agent, what active interactions they are currently working on. For example: "Voice: 1, Email: 1, WebChat: 2".

Visual Label(s):

Where: Datasets - scbi-realtime-agent

Source: Derived - see formula notes below

Concatenate total Voice Formatted, Email Formatted, Preview Formatted, Web Formatted, SMS Formatted, Social Formatted, Other Formatted

Field name: cfds_active_email

The number of current active Email interactions being worked by the agent.

Visual Label(s):

Where: Datasets - scbi-realtime-agent

Source: Derived - see formula notes below

For each user COUNT number of distinct emails

Field name: cfds_active_other

Total number of all other current active interactions being worked by the agent (Instant Messages, UC Calls, Generic Tasks, Fax).

Visual Label(s):

Where: Datasets - scbi-realtime-agent

Source: Derived - see formula notes below

For each user COUNT number of distinct 'OTHER' tasks

Field name: cfds_active_preview

The number of current active Preview interactions being worked by the agent.

Visual Label(s):

Where: Datasets - scbi-realtime-agent

Source: Derived - see formula notes below

COUNT number of distinct preview tasks (totalPreviews) for each user where task type is 'PREVIEW_DIAL'

Field name: cfds_active_sms

The number of current active SMS interactions being worked by the agent.

Visual Label(s):

Where: Datasets - scbi-realtime-agent

Source: Derived - see formula notes below

Count number of unique SMS tasks (totalSMSs) for each user

Field name: cfds_active_social

The number of current active Social chat interactions being worked by the agent.

Visual Label(s):

Where: Datasets - scbi-realtime-agent

Source: Derived - see formula notes below

COUNT number of distinct social tasks (totalSocials) for each user where task type is 'SOCIAL_WHATSAPP', 'SOCIAL_LINE', 'SOCIAL_FBMESSENGER', 'SOCIAL_TWITTERDM', or 'SOCIAL_OTHER'

Field name: cfds_active_voice

The number of current active Voice contacts (Phone calls) being worked by the agent.

Visual Label(s):

Where: Datasets - scbi-realtime-agent

Source:

Derived - Count number of distinct voice call tasks (totalVoiceCalls) for each user where task type is 'VOICE'

Field name: cfds_active_webchat

The number of current active WebChat interactions being worked by the agent.

Visual Label(s):

Where: Datasets - scbi-realtime-agent

Source: Derived - see formula notes below

Count number of distinct web chat tasks (totalWebChats) for each user where task type is 'WEBCHAT'

Field name: cfds_aftercontactworkduration

Total time spent, in After Contact Work (ACW) for all contacts/interactions, in seconds.

Visual Label(s):

Where: Datasets - scbi-ctr-agentevents-master-spice, scbi-ctr-agentevents-master

Source: Derived - see formula notes below

Total of Agent after contact work duration (agent_aftercontactworkduration)

Field name: cfds_agent_hierarchy

If the contact/interaction has been handled by an agent, contains a single string value containing a concatenation of up to all 5 Hierarchy level names assigned to the agent, separated by a space surrounded pipe (|). For example: "level-one | level-two | level-three"

Visual Label(s):

Where: Datasets - scbi-agentevents-loginlogout, scbi-agentevents-master, scbi-ctr-master, scbi-itr-combined, scbi-realtime-agent, scbi-agentevents-loginlogout-spice, scbi-ctr-agentxfers-spice, scbi-itr-combined-spice, scbi-ctr-agentxfers, scbi-agentevents-master-spice, scbi-workcodes-spice, scbi-workcodes-master, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Agent is assigned, string concatenation of agent hierarchy level names if present (agent_hierarchy_level1, agent_hierarchy_level2, agent_hierarchy_level3, agent_hierarchy_level4, agent_hierarchy_level5) separated by ' | '

Field name: cfds_agentidletime

Total time (in seconds) during which an agent is in the Available state, not handling any contacts/interactions.

Visual Label(s):

Where: Datasets - scbi-ctr-agentevents-master-spice, scbi-ctr-agentevents-master

Source: Derived - see formula notes below

Difference of Total non-offline time (cfds_total_time), and the total of unavailable time, agent interaction time, customer hold time, and after contact work time (cfds_unavailable_time + cfds_agentinteractionduration + cfds_customerholdduration + cfds_aftercontactworkduration).

Field name: cfds_agentinteractionduration

Total time (in seconds) during which an agent is interacting with a customer (excluding customer hold time).

Visual Label(s):

Where: Datasets - scbi-ctr-agentevents-master-spice, scbi-ctr-agentevents-master

Source: Derived - see formula notes below

Total of Agent interaction duration (agent_agentinteractionduration)

Field name: cfds_agentstate_desc

A business friendly string (for use in real-time agent dashboards) describing an agent's state (Available, Pending, Wrap, Unavailable, Logged Off, Unknown).

Visual Label(s):

Where: Datasets - scbi-realtime-agent

Source: Derived - see formula notes below 

Assign descriptive label to the agent state (cfds_agentstate_desc) based on different conditions: 
- 'Available' if agent state is 'IDLE', 'RESERVING', or 'RESERVED'
- 'Pending ([unavailablereason])' if agent state is 'WORKING' and unavailability reason is not null
- 'Working' if agent state is 'WORKING'
- 'Wrap' if agent state is 'WRAP'
- 'Pending ([unavailablereason])' if agent state is 'PENDING_UNAVAILABLE'
- Unavailability reason if agent state is 'UNAVAILABLE'
- 'Logged Off' if agent state is 'LOGGED_OFF'
- 'Unknown' for any other state.

Field name: cfds_api_connectingtime

For a contact or interaction was initiated via an API, and handled by an agent, the time (in seconds) between the start of the contact and the time the contact was connected with an agent.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Initiation method (initiationmethod) is API and Agent is assigned, the difference between system connected timestamp and connect to agent timestamp (agent_connectedtoagenttimestamp - connectedtosystemtimestamp)

Field name: cfds_callback_attempts

Indicates of this contact is an Amazon Connect Callback attempt.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Initiation method (initiationmethod) is CALLBACK and Agent is assigned

Field name: cfds_callback_connectingtime

For a contact categorized as an Amazon Connect Callback, and handled by an agent, the time (in seconds) between the start of the callback contact and the time the contact was connected to an agent.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Initiation method (initiationmethod) is CALLBACK and Agent is assigned, the difference between system connected timestamp and connect to agent timestamp (agent_connectedtoagenttimestamp - connectedtosystemtimestamp)

Field name: cfds_callback_is_handled

Indicates if the contact was of Amazon Connect Callback type, and it was handled by an agent.

Visual Label(s): Callback Contacts Handled.

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If initiation method is CALLBACK and Agent assigned

Field name: cfds_contact_duration

The total time elapsed (in seconds) between the contact/interaction's initiation time and disconnected time.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

Difference between initiation time (initiationtimestamp) and disconnect time (disconnecttimestamp).

Field name: cfds_customerholdduration

Total time (in seconds) during which an agent is active in a contact with the customer on hold.

Visual Label(s):

Where: Datasets - scbi-ctr-agentevents-master-spice, scbi-ctr-agentevents-master

Source: Derived - see formula notes below

Total of agent customer hold duration (agent_customerholdduration)

Field name: cfds_flow_time

The total time (in seconds) the contact/customer spent within Amazon Connect contact flows. This also includes any/all time spent in queue treatment contact flows as well, if the contact reached a queue. Does not include any time with an agent (if the contact was handled by an agent).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

IF Agent assigned THEN difference between system connected timestamp and connected to agent timestamp (agent_connectedtoagenttimestamp - connectedtosystemtimestamp),
Otherwise, difference between system connected timestamp and disconnected timestamp (disconnecttimestamp - connectedtosystemtimestamp)

Field name: cfds_form

Value is a string concatenation of the Form Group, Form Name, and Form Version of the Evaluation Form used by the Evaluator when performing the Optimize evaluation.

Visual Label(s):

Where: Datasets - scbi-evaluations-master, scbi-evaluations-master-spice

Source: Derived - see formula notes below

Concatenate form group, name, version and add label

Field name: cfds_fullname

String for display purposes in Agent state dashboards, containing the agents full name in a single string (Last name, comma, First name).

Visual Label(s):

Where: Datasets - scbi-ctr-agentevents-master-spice, scbi-agentevents-master, scbi-ctr-agentevents-master, scbi-agentevents-master-spice

Source: Derived - see formula notes below

Concatenate lastname + ',' + firstname

Field name: cfds_handletime

The total time spent on the contact/interaction by the agent Handle time (includes interaction duration, hold duration, and after contact work time) in seconds.

Visual Label(s): n/a

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

Agent interaction duration (agent_agentinteractionduration) + Agent after contact work duration (agent_aftercontactworkduration) + Customer hold duration (agent_customerholdduration)

Field name: cfds_handletime

Total time (in seconds) that an agent spent working a contact/interaction. Includes interaction time, after contact work time, and customer hold time.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

Sum of agent interaction duration, after contact work duration, and customer hold duration (agent_agentinteractionduration + agent_aftercontactworkduration + agent_customerholdduration).

Field name: cfds_in_queue_duration

For a contact/interaction that reached a queue, and elapsed time in the queue, the elapsed duration (in seconds) of the queuing time.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If queue (queue_name) is assigned, and start queue time assigned (queue_enqueuetimestamp) and end queue time assigned (queue_dequeuetimestamp), then queue_duration, otherwise 0

Field name: cfds_in_state_name

The name of the state the agent was in. Used in Agent State dashboards that are based on Amazon Connect Agent Events. For example, Available, Break, Training, etc.

Visual Label(s):

Where: Datasets - scbi-agentevents-master, scbi-agentevents-master-spice

Source: Derived - see formula notes below

Assign previous agent status (previous_agentstatus_name) name as in-state name

Field name: cfds_in_state_type

The type of the state the agent was in. Used in Agent State dashboards that are based on Amazon Connect Agent Events. For example, ROUTABLE, CUSTOM, or OFFLINE.

Visual Label(s):

Where: Datasets - scbi-agentevents-master, scbi-agentevents-master-spice

Source: Derived - see formula notes below

Assign the previous agent status type as the in-state type

Field name: cfds_incoming_connectingtime

For a contact/integration of Inbound direction, and handled by an agent, the time (in seconds) between the start of the incoming contact and the time the contact was connected to an agent.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Initiation method (initiationmethod) is INCOMING and Agent is assigned, the difference between system connected timestamp and connect to agent timestamp (agent_connectedtoagenttimestamp - connectedtosystemtimestamp)

Field name: cfds_initiation_interval_XXXX

The interval start time the contact/interaction initiation time falls within, based on an interval window size of XXXX. For example, for cfds_initiation_interval_15min, and the contact initiation time was '2023-11-15 09:22:30', the value will be '2023-11-15 09:15:00' (i.e. the beginning of the closest quarter-hour).

Variations for the following interval window sizes: (15min, 30min, 1hour, day)

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined,scbi-ctr-agentevents-master, scbi-ctr-agentxfers-spice, scbi-itr-combined-spice, scbi-ctr-agentxfers, scbi-ctr-master-spice

Source: Derived - see formula notes below

The contact/interaction Initiation Time (initiationtimestamp) rounded down to lowest (oldest) multiple of XX minutes

Field name: cfds_interaction_and_hold_time

The total of Agent interaction time, and customer hold time (in seconds).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

Agent interaction duration (agent_agentinteractionduration) + Agent customer hold duration (agent_customerholdduration)

Field name: cfds_interval_XXXX

The interval start time the event (for example, agent state change, or work code) timestamp falls within, based on an interval window size of XXXX. For example, for cfds_interval_15min, and the event time was '2023-11-15 09:22:30', the value will be '2023-11-15 09:15:00' (i.e. the beginning of the closest quarter-hour).

Variations for the following interval window sizes: (15min, 30min, 1hour, day)

Visual Label(s):

Where: Datasets - scbi-agentevents-master, scbi-agentevents-master-spice, scbi-workcodes-spice, scbi-workcodes-master

Source: Derived - see formula notes below

The event timestamp, rounded down to lowest (oldest) multiple of XX minutes

Field name: cfds_is_abandoned

Indicates if the contact or interaction was abandoned (inbound, reached a queue, but was never handled). Excludes contacts that ended as the result of a customer requesting a Callback.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-ctr-master-spice, scbi-itr-combined, scbi-ctr-combined-spice

Source: Derived - see formula notes below

If Initiation method (initiationmethod) is INBOUND, API, TRANSFER or CALLBACK, AND if a Queue (queue_name) is assigned, AND if an Agent (agent_username) is not assigned, AND if nextcontactid is not assigned.

Field name: cfds_is_agenthungupfirst

Indicates the contact/interaction was handled by an agent, and the Agent disconnected first (before the customer).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If disconnect reason is AGENT_DISCONNECT

Field name: cfds_is_apicontact

Indicates if the contact or interaction was initiated via an API.

Visual Label(s):

Where: Datasets -scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-ctr-agentxfers-spice, scbi-itr-combined-spice, scbi-ctr-agentxfers, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If initiation method is API

Field name: cfds_is_call_held

Indicates the contact/interaction was a phone call, and was placed on hold at least once.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Agent assigned and number of holds > 0

Field name: cfds_is_callback

Indicates if the call is an Amazon Connect callback.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-ctr-master-spice, scbi-itr-combined, scbi-ctr-combined-spice

Source: Derived - see formula notes below

If Initiation method is CALLBACK.

Field name: cfds_is_callback_handled

Indicates if the call is an Amazon Connect callback, and was delivered to and handled by an agent.

Visual Label(s):

Where: Datasets - scbi-realtime-queue-interval

Source: Derived - see formula notes below

If initiation method is 'CALLBACK' and Agent is assigned.

Field name: cfds_is_email_forwarded

Indicates the interaction was an inbound Email, delivered to an agent, and the agent forwarded the email (to another email address).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If last action (interaction attribute: lastaction) is FORWARD

Field name: cfds_is_email_noaction

Indicates the interaction was an inbound Email, delivered to an agent, and the agent took no further action (no reply, or forward made).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If last action (interaction attribute: lastaction) is ACCEPT

Field name: cfds_is_email_outbound_cancelled

Indicates the interaction was an outbound Email, started by the agent, but was cancelled (by the agent) before being sent.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If last action (interaction attribute: lastaction) is CANCEL

Field name: cfds_is_email_replied

Indicates the interaction was an inbound Email, delivered to an agent, and the agent sent a reply.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If last action (interaction attribute: lastaction) is REPLY

Field name: cfds_is_email_replyall

Indicates the interaction was an inbound Email, delivered to an agent, and the agent sent a reply-all.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If last action (interaction attribute: lastaction) is REPLYALL

Field name: cfds_is_handled

Indicates if the contact or interaction was handled by an agent.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-ctr-master-spice, scbi-itr-combined, scbi-ctr-combined-spice,scbi-realtime-queue-interval, scbi-ctr-agentxfers-spice, scbi-ctr-agentxfers

Source: Derived - see formula notes below

If Agent assigned.

Field name: cfds_is_handled_api

Indicates if the contact or interaction was initiated via an API, and it was handled by an agent.

Visual Label(s): API Contacts Handled.

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If initiation method is API and Agent assigned

Field name: cfds_is_handled_incoming

Indicates if the contact or interaction direction was inbound, and it was handled by an agent.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If initiation method is INBOUND, API, TRANSFER or QUEUE_TRANSFER and Agent assigned

Field name: cfds_is_handled_outgoing

Indicates if the contact or interaction direction was outbound, and an agent was associated with the contact/interaction.

Visual Label(s): Contacts Handled Outbound.

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If initiation method is OUTBOUND, API, TRANSFER or QUEUE_TRANSFER and Agent assigned

Field name: cfds_is_incoming

Indicates if the contact or interaction direction was inbound (versus outbound).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-ctr-master-spice, scbi-itr-combined, scbi-ctr-combined-spice,scbi-realtime-queue-interval, scbi-ctr-agentxfers-spice, scbi-ctr-agentxfers

Source: Derived - see formula notes below

If Initiation method is INBOUND, API, TRANSFER or QUEUE_TRANSFER.

Field name: cfds_is_outgoing

Indicates if the contact or interaction was direction was outbound.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-ctr-master-spice, scbi-itr-combined, scbi-ctr-combined-spice,scbi-realtime-queue-interval, scbi-ctr-agentxfers-spice, scbi-ctr-agentxfers

Source: Derived - see formula notes below

If Initiation method is OUTBOUND.

Field name: cfds_is_preview_outbound_call_made

Indicates the interaction was of type Preview, and the agent initiated a resulting outbound call.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If channel is PREVIEW_DIAL and an associated contactid (interaction attribute: contactid) is present

Field name: cfds_is_queue_transfer

Indicates if the contact was transferred in from another queue (via contact flow).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-ctr-agentxfers-spice, scbi-itr-combined-spice, scbi-ctr-agentxfers, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Initiation method is QUEUE_TRANSFER.

Field name: cfds_is_queued

Indicates if the contact/interaction was inbound, and reached a queue.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If initiation method is INBOUND, API, TRANSFER, CALLBACK, or QUEUE_TRANSFER and Queue was assigned

Field name: cfds_is_same_queue_xfer

Indicates, if a contact was transferred into a queue, if the destination queue is the same as the source queue the contact was originally delivered and handled through.

Visual Label(s):

Where: Datasets - scbi-ctr-agentxfers-spice, scbi-ctr-agentxfers

Source: Derived - see formula notes below

If queue name (queue_name) on next contact equals queue name (queue_name) on previous contact, for a pair of contacts (CTR's) in a next/previous chain representing a single customer's experience.

Field name: cfds_is_short_call_XX

Indicates if the contact or interaction is inbound, and handled by an agent, and has a duration of <= XX seconds.

Variations for the following durations: 5 (seconds), 10 (seconds)

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-ctr-master-spice, scbi-itr-combined, scbi-ctr-combined-spice

Source: Derived - see formula notes below

If Initiation method is INBOUND, TRANSFER, CALLBACK, or QUEUE_TRANSFER, and Agent assigned, and (After Contact Work Timestamp - Connect To Agent Timestamp) <= 5 seconds.

Field name: cfds_is_short_call_transfer_in

Indicates if the contact or interaction was categorized as "transferred-in", and handled by an agent, and has a duration of <= 5 seconds.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-ctr-master-spice, scbi-itr-combined, scbi-ctr-combined-spice

Source: Derived - see formula notes below

If Initiation method is TRANSFER or QUEUE_TRANSFER, and Agent assigned, and (After Contact Work Timestamp - Connect To Agent Timestamp) <= 5 seconds.

Field name: cfds_is_sla_XX

For Service Level Agreement (SLA) calculations, indicates if the contact or interaction was incoming, handled by an agent, and spent less than or equal to XX seconds in queue (i.e. answered within XX seconds).

Variations for the following durations: (10s, 15s, 20s, 25s, 30s, 45s, 60s, 90s, 180s, 240s, 3h, 3h_24h, 24h_48h, 48h_72h, gtoe_72h)

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-ctr-master-spice, scbi-itr-combined, scbi-ctr-combined-spice,scbi-realtime-queue-interval

Source: Derived - see formula notes below

If Initiation method is INBOUND, API, TRANSFER, QUEUE_TRANSFER, and Agent assigned, and Queue duration <= XX

Field name: cfds_is_sla_XX_abandon

For Service Level Agreement (SLA) calculations, indicates if the contact or interaction was incoming, reached a queue, but was not handled by an agent (i.e. contact abandoned), and the contact spent less than or equal to XX seconds in queue (i.e. customer only waited XX seconds or less). Excludes contacts that ended as the result of the customer requesting a Callback.

Variations for the following durations: (10s, 15s, 20s, 25s, 30s, 45s, 60s, 90s, 180s, 240s)

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-ctr-master-spice, scbi-itr-combined, scbi-ctr-combined-spice,scbi-realtime-queue-interval

Source: Derived - see formula notes below

If Initiation method (initiationmethod) is INBOUND, API, TRANSFER or CALLBACK, AND if a Queue (queue_name) is assigned, AND if an Agent (agent_username) is not assigned, AND if nextcontactid is not assigned, AND if Queued duration (queue_duration) <= XX

Field name: cfds_is_transferin

Indicates if the contact was transferred in from either another queue (via contact flow) or another agent.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-ctr-agentxfers-spice, scbi-itr-combined-spice, scbi-ctr-agentxfers, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Initiation method is TRANSFER or QUEUE_TRANSFER.

Field name: cfds_is_transferin_by_agent

Indicates if the contact was transferred in from another agent.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-ctr-agentxfers-spice, scbi-itr-combined-spice, scbi-ctr-agentxfers, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Initiation method is TRANSFER.

Field name: cfds_is_transferred_out_external

Indicates if the contact was transferred out to an external number.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-ctr-agentxfers-spice, scbi-itr-combined-spice, scbi-ctr-agentxfers, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If external transfer timestamp (transfercompletedtimestamp) is present

Field name: cfds_is_transferred_out_external_by_agent

Indicates if the contact was transferred out to an external number by an agent.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If external transfer timestamp (transfercompletedtimestamp) is present, and Agent was assigned.

Field name: cfds_is_transferred_out_to_agent

Indicates, if a contact was transferred out by an agent, if the destination was internal and directly to another agent (for example, via an Agent Quick Connect).

Visual Label(s):

Where: Datasets - scbi-ctr-agentxfers-spice, scbi-ctr-agentxfers

Source: Derived - see formula notes below

If queue name (queue_name) is not assigned and Agent (agent_username) is assigned, on next contact for a pair of contacts (CTR's) in a next/previous chain representing a single customer's experience.

Field name: cfds_is_transferred_out_to_queue

Indicates, if a contact was transferred out by an agent, if the destination was internal and transferred into a queue (for example, via a Queue Quick Connect).

Visual Label(s):

Where: Datasets - scbi-ctr-agentxfers-spice, scbi-ctr-agentxfers

Source: Derived - see formula notes below

If queue name (queue_name) is assigned, on next contact for a pair of contacts (CTR's) in a next/previous chain representing a single customer's experience.

Field name: cfds_is_transferred_out_to_unknown

Indicates, if a contact was transferred out by an agent, if the destination was not determinable (unknown).

Visual Label(s):

Where: Datasets - scbi-ctr-agentxfers-spice, scbi-ctr-agentxfers

Source: Derived - see formula notes below

If no queue name (queue_name) or Agent (agent_username) is assigned, on next contact for a pair of contacts (CTR's) in a next/previous chain representing a single customer's experience, and yet Initiation method (initiationmethod) on next contact for the pair indicates TRANSFER

Field name: cfds_logged_duration

Agent logged in duration, as a duration timestamp value.

Visual Label(s):

Where: Datasets - scbi-agentevents-loginlogout, scbi-agentevents-loginlogout-spice

Source: Derived - see formula notes below

Assign logged duration when event type is LOGIN over username partition and ordered by timestamp differences.

Field name: cfds_login_timestamp

Timestamp of when the agent logged in.

Visual Label(s):

Where: Datasets - scbi-agentevents-loginlogout, scbi-agentevents-loginlogout-spice

Source: Derived - see formula notes below

Partition by user name and order by event timestamp

Field name: cfds_logout_time

Timestamp of when the agent logged out.

Visual Label(s):

Where: Datasets - scbi-agentevents-loginlogout, scbi-agentevents-loginlogout-spice

Source: Derived - see formula notes below

Timestamp or if no logged duration then null

Field name: cfds_offline_time

Total time (in seconds) during which an agent is logged in but in the Offline state.

Visual Label(s):

Where: Datasets - scbi-ctr-agentevents-master-spice

Source: Derived - see formula notes below

Total of agent state change timestamp differences (previous_agentstatus_starttimestamp - current_agentstatus_starttimestamp), where previous agent state type (previous_agentstatus_type) is OFFLINE.

Field name: cfds_outbound_connectingtime

For a contact/integration of Outbound direction, and handled by an agent, the time (in seconds) between the start of the outbound contact and the time the contact was connected to an agent.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If Initiation method (initiationmethod) is OUTBOUND and Agent is assigned, , the difference between system connected timestamp and connect to agent timestamp (agent_connectedtoagenttimestamp - connectedtosystemtimestamp)

Field name: cfds_percent_time_in_state

The time an agent spent in a state, as a percentage of the agent's total time.

Visual Label(s):

Where: Datasets - scbi-agentevents-master, scbi-agentevents-master-spice

Source: Derived - see formula notes below

Time in the current state DIVIDED BY time spent in all states

Field name: cfds_preview_campaign_name

If the interaction is of type Preview, contains the string of the originating Preview campaign's name.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

IF channel type is PREVIEW_DIAL, then Preview Campaign name (interaction attribute: sc_preview_campaign_name)

Field name: cfds_preview_contactid

If the interaction is of type Preview, and was handled by an agent, and an Outbound Call was made by the agent as a result of working the interaction, this contains the Amazon Connect ContactId for the outbound call made.

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

If channel type is PREVIEW_DIAL, and an outbound contactid is present (interaction attribute: contactid), the value of the contactid attribute

Field name: cfds_preview_phonenumber

If the interaction is of type Preview, and was handled by an agent, and an Outbound Call was made by the agent as a result of working the interaction, this contains the outbound phone number dialed (in E.164 format).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

IF channel type is PREVIEW_DIAL, and an outbound phone number is present (interaction attribute: phonenumber), the value of the phonenumber attribute

Field name: cfds_queue_abandontime

For an inbound contact/interaction that reached a queue, but was not handled by an agent (i.e. abandoned), the total time (in seconds) it spent in queue before the customer disconnected. This does not include any time prior to entering queue (e.g. flow time prior to queue treatment).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

IF Initiation method (initiationmethod) is INBOUND, API, TRANSFER or CALLBACK, AND if a Queue (queue_name) is assigned, AND if an Agent (agent_username) is not assigned, AND if nextcontactid is not assigned, THEN difference between queue start timestamp (queue_enqueuetimestamp) and disconnect timestamp (disconnecttimestamp), otherwise 0

Field name: cfds_queue_answertime

For the contact/interaction that was handled by an agent, the total time (in seconds) it spent in queue. This does not include any time prior to entering queue (e.g. flow time prior to queue treatment).

Visual Label(s):

Where: Datasets - scbi-ctr-master, scbi-itr-combined, scbi-realtime-queue-interval, scbi-itr-combined-spice, scbi-ctr-spice, scbi-ctr-master-spice

Source: Derived - see formula notes below

Queue duration (queue_duration) if Agent was assigned, otherwise 0.

Field name: cfds_routable_time

Total time (in seconds) during which an agent is in an Available (Routable) state (includes any time the agent is working contacts/interactions).

Visual Label(s):

Where: Datasets - scbi-ctr-agentevents-master-spice, scbi-ctr-agentevents-master

Source: Derived - see formula notes below

Total of agent state change timestamp differences (previous_agentstatus_starttimestamp - current_agentstatus_starttimestamp), where previous agent state type (previous_agentstatus_type) is ROUTABLE.

Field name: cfds_tasktype_desc

A business friendly string representation of contact/interaction type (channel) that can be used on dashboard visuals.

Visual Label(s):

Where: Datasets - scbi-realtime-queue

Source: Derived - see formula notes below 

Assign descriptive labels to task types (tasktype) based on the following values:
- 'Voice' for task type 'VOICE'.
- 'WebChat' for task type 'WEBCHAT'.
- 'SMS' for task type 'SMS'.
- 'Email' for task type 'EMAIL'.
- 'Email (Routed)' for task type 'ROUTED_EMAIL'.
- 'Instant Message' for task type 'INSTANT_MESSAGE'.
- 'Preview Dial' for task type 'PREVIEW_DIAL'.
- 'SMS Pinpoint' for task type 'SMS_PINPOINT'.
- 'Fax' for task type 'FAX'.
- 'UC Call' for task type 'UC_CALL'.
- 'Social WhatsApp' for task type 'SOCIAL_WHATSAPP'.
- 'Social LINE' for task type 'SOCIAL_LINE'.
- 'Social Facebook Messenger' for task type 'SOCIAL_FBMESSENGER'.
- 'Social Twitter DM' for task type 'SOCIAL_TWITTERDM'.
- 'SMS Social' for task type 'SMS_WEBHOOK'.
- 'Social Other' for task type 'SOCIAL_OTHER'.
- 'Amazon' for task type 'AMAZON_ANY'.
- 'GenericTask' for task type 'GENERIC_TASK'.

Field name: cfds_time_in_state

Time (in seconds) during which an agent remained in a specific state.

Visual Label(s):

Where: Datasets - scbi-agentevents-master, scbi-agentevents-master-spice

Source: Derived - see formula notes below

Difference in seconds between previous agent status start timestamp (previous_agentstatus_starttimestamp) and current agent status start timestamp (current_agentstatus_starttimestamp).

Field name: cfds_total_time

Sum of duration during which an agent remained in any state other than OFFLINE between status changes.

Visual Label(s):

Where: Datasets - scbi-ctr-agentevents-master-spice, scbi-ctr-agentevents-master

Source: Derived - see formula notes below

Total of agent state change timestamp differences (previous_agentstatus_starttimestamp - current_agentstatus_starttimestamp) within the period being reported, considering start and end window overlaps.

Field name: cfds_total_time_in_state

Total time (in seconds) an agent spent in any/all states.

Visual Label(s):

Where: Datasets - scbi-agentevents-master, scbi-agentevents-master-spice

Source: Derived - see formula notes below

Total of the differences in seconds between previous agent status start timestamp (previous_agentstatus_starttimestamp) and current agent status start timestamp (current_agentstatus_starttimestamp).

Field name: cfds_unavailable_time

Total time (in seconds) during which an agent is logged in but in an Unavailable (Custom) state.

Visual Label(s):

Where: Datasets - scbi-ctr-agentevents-master-spice, scbi-ctr-agentevents-master

Source: Derived - see formula notes below

Total of agent state change timestamp differences (previous_agentstatus_starttimestamp - current_agentstatus_starttimestamp), where previous agent state type (previous_agentstatus_type) is CUSTOM.

Field name: cfan_abandoned

The total number of contacts/interactions classified as abandoned (see cfds_is_abandoned), divided by the total number of contacts/interactions, expressed as a percentage.

Visual Label(s):

Source: Derived.

Total of contacts/interactions abandoned (cfds_is_abandoned) divided by the total number of contacts/interactions that contain a far-end address (customerendpoint_address).

Field name: cfan_abandontime_avg_hms

The average of contact/interactions abandon time, using cfds_abandontime as the value being averaged, which is the total duration (of abandoned contacts) before the customer disconnected and includes any time prior to entering queue (e.g. flow time prior to queue treatment).

Visual Label(s): n/a

Source: Derived.

Average of abandon time (cfds_abandontime) formatted for HH:mm:ss

Field name: cfan_abandontime_sum_hms

The total of contact/interactions abandon time, using cfds_abandontime as the value being averaged, which is the total duration (of abandoned contacts) before the customer disconnected and includes any time prior to entering queue (e.g. flow time prior to queue treatment).

Visual Label(s):

Source: Derived.

Total of abandon time (cfds_abandontime) formatted for HH:mm:ss

Field name: cfan_aftercontactwork_inbound_avg (and hms)

The average After Contact Work (ACW) time (in seconds) for all inbound contacts/interactions. The respective cfan_aftercontactwork_inbound_avg_hms formats the value for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of after contact work time (agent_aftercontactworkduration) for inbound contacts (cfds_is_incoming)

Field name: cfan_aftercontactwork_outbound_avg (and hms)

The average After Contact Work (ACW) time (in seconds) for all outbound contacts/interactions. The respective cfan_aftercontactwork_outbound_avg_hms formats the value for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of after contact work time (agent_aftercontactworkduration) for outbound contacts (cfds_is_outgoing)

Field name: cfan_aftercontactworkduration_percentage

The percentage of total logged in time (excluding Offline time) that agents spend in the After Contact Work (ACW) state.

Visual Label(s):

Source: Derived.

cfds_aftercontactworkduration / (cfds_agentidletime + cfds_agentinteractionduration + cfds_customerholdduration + cfds_aftercontactworkduration + cfds_unavailable_time)

Field name: cfan_agent_aftercontactworkduration_avg_hms

Average After Contact Work (ACW) duration, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of Agent after contact work duration (agent_aftercontactworkduration)

Field name: cfan_agent_aftercontactworkduration_sum_hms

The total of After Contact Work (ACW) duration for all contacts/interactions, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of Agent after contact work duration (agent_aftercontactworkduration)

Field name: cfan_agent_customerholdduration_avg_hms

Average time the customer spent on hold while connected to an agent, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of customer hold duration (agent_customerholdduration)

Field name: cfan_agent_customerholdduration_outbound_avg_hms

Average time the customer spent on hold while connected to an agent on an outbound call, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of customer hold duration (agent_customerholdduration) for outbound contacts (cfds_is_outgoing)

Field name: cfan_agent_customerholdduration_sum_hms

The total time customers spent on hold while connected to agents, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of customer hold duration (agent_customerholdduration)

Field name: cfan_agent_outbound_aftercontactworkduration_avg_hms

The average After Contact Work (ACW) time (in seconds) for all outbound contacts/interactions, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of after contact work time (agent_aftercontactworkduration) for outbound contacts (cfds_is_outgoing)

Field name: cfan_agent_outbound_aftercontactworkduration_sum_hms

The total of After Contact Work (ACW) time for all outbound contacts/interactions, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total Agent after contact work duration (agent_aftercontactworkduration) for outbound contacts (cfds_is_outgoing)

Field name: cfan_agentidletime_percentage

The percentage of total logged in time (excluding Offline time) that agents spend in the Available state, not handling any contacts.

Visual Label(s):

Source: Derived.

cfds_agentidletime / (cfds_agentidletime + cfds_agentinteractionduration + cfds_customerholdduration + cfds_aftercontactworkduration + cfds_unavailable_time)

Field name: cfan_agentinteractionduration

The total time (in seconds) agents interacted with a customer (excluding customer hold time) for all contacts/interactions.

Visual Label(s):

Source: Derived.

Total of agent interation duration (agent_agentinteractionduration)

Field name: cfan_agentinteractionduration_avg_hms

The average time (in seconds) agents interacted with a customer (excluding customer hold time) for all contacts/interactions, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of agent interation duration (agent_agentinteractionduration)

Field name: cfan_agentinteractionduration_percentage

The percentage of total logged in time (excluding Offline time) that agents spend interacting with a customer (excluding customer hold time).

Visual Label(s):

Source: Derived.

cfds_agentinteractionduration / (cfds_agentidletime + cfds_agentinteractionduration + cfds_customerholdduration + cfds_aftercontactworkduration + cfds_unavailable_time)

Field name: cfan_agentinteractionduration_sum_hms

The total time (in seconds) agents interacted with a customer (excluding customer hold time) for all contacts/interactions, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of Agent interaction duration (agent_agentinteractionduration)

Field name: cfan_callback_connectingtime_sum_hms

The total time for all Amazon Connect Callbacks, between the start of the callback contact and the time the contact was connected to an agent, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of callback connecting time (cfds_callback_connectingtime)

Field name: cfan_contact_handle_time_avg_hms

The average agent handle time (includes interaction duration, hold duration, and after contact work time) spent on all contact/interactions, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of handle time (cfds_handletime)

Field name: cfan_contact_handle_time_sum_hms

The total agent handle time (includes interaction duration, hold duration, and after contact work time) spent on all contact/interactions, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of agent handle time (cfds_handletime)

Field name: cfan_customerholdduration_percentage

The percentage of total logged in time (excluding Offline time) that agents spend with the customer on hold.

Visual Label(s):

Source: Derived.

cfds_customerholdduration / (cfds_agentidletime + cfds_agentinteractionduration + cfds_customerholdduration + cfds_aftercontactworkduration + cfds_unavailable_time)

Field name: cfan_flow_hms

The total time (in seconds) for all contacts, that the customer spent within Amazon Connect contact flows. This also includes any/all time spent in queue treatment contact flows as well, if the contacts reached a queue. Does not include any time with agents (if the contacts were handled by an agent). Value is formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of cfds_flow_time

Field name: cfan_form_name_details_concat

Value is a string concatenation of the Form Group, Form Name, and Form Version of the Evaluation Form used by the Evaluator when performing the Optimize evaluation.

Visual Label(s):

Source: Derived.

concat(formgroup, ' - ', formname, ' - v', toString(formversion))

Field name: cfan_formversion_tostring

The version of the Evaluation Form used by the Evaluator when performing the Optimize evaluation, formatted as a string.

Visual Label(s):

Source: Derived.

toString(formversion)

Field name: cfan_handletime_avg

The average agent handle time in seconds (includes interaction duration, hold duration, and after contact work time) spent on all contact/interactions.

Visual Label(s):

Source: Derived.

Average of agent handle time (cfds_handletime)

Field name: cfan_incoming_connectingtime_sum_hms

The total, for all incoming contacts/interactions, of the time spent between the start of the contact/interaction and the time the contact/interaction was connected to an agent, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of incoming connecting time (cfds_incoming_connectingtime)

Field name: cfan_inqueue_sum

The total of all contacts/interactions currently waiting in queue for an agent.

Visual Label(s):

Source: Derived.

Total of contacts waiting in queue (itemsinqueue)

Field name: cfan_interaction_and_hold_avg (and hms)

The average time (in seconds) agents spent interacting with the customer, including customer hold time. The respective cfan_interaction_and_hold_avg_hms formats the value for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of cfds_interaction_and_hold_time

Field name: cfan_interaction_and_hold_time_sum (and dhms)

The total time (in seconds) for all contacts/interactions, that agents spent interacting with the customer, including customer hold time. The respective cfan_interaction_and_hold_time_sum_dhms formats the value for Days:HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of cfds_interaction_and_hold_time

Field name: cfan_interaction_outbound_avg (and hms)

The average time (in seconds), for all outbound contacts/interactions, that agents interacted with a customer (excluding customer hold time). The respective cfan_interaction_outbound_avg_hms formats the value for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of agent interaction duration (agent_agentinteractionduration) for outbound contacts (cfds_is_outgoing)

Field name: cfan_is_abandoned

Indicates if the contact or interaction was abandoned (inbound, reached a queue, but was never handled). Excludes contacts that ended as the result of a customer requesting a Callback. Value is single character string of 'Y' (abandoned) on 'N'.

Visual Label(s):

Source: Derived.

If cfds_is_abandoned = 1 then 'Y' otherwise 'N'

Field name: cfan_logged_duration_hms

Agent logged in duration, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

cfds_logged_duration

Field name: cfan_max_queue_duration_hms

The longest time spent waiting in queue for the group of contacts/interactions being reported on, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

max(queue_duration)

Field name: cfan_oldestitem_hms

The time spent in queue for the longest currently waiting contact/interaction, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

realtime queue statistic oldestitem

Field name: cfan_outbound_agentinteractionduration_sum_hms

The total time (in seconds), for all outbound contacts/interactions, that agents interacted with a customer (excluding customer hold time), formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of agent_agentinteractionduration for outgoing contacts (cfds_is_outgoing)

Field name: cfan_outbound_connectingtime_sum_hms

The total, for all outgoing contacts/interactions, of the time spent between the start of the contact/interaction and the time the contact/interaction was connected to an agent, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of outbound connecting time (cfds_outbound_connectingtime)

Field name: cfan_preview_outbound_call_made_ratio

The percentage of Preview interactions where the agent attempted an associated outbound call.

Visual Label(s):

Source: Derived.

Total of preview interactions that had an associated outbound call (cfds_is_handled_incoming) / total preview interactions delivered (cfds_is_handled_incoming)

Field name: cfan_queue_abandon_avg_hms

The average time (in seconds) abandoned contacts/interaction spent in queue before the customer disconnected. This does not include any time prior to entering queue (e.g. flow time prior to queue treatment).Value is formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Aerage of queue abandon time (cfds_queue_abandontime)

Field name: cfan_queue_abandon_sum_hms

The total time (in seconds) abandoned contacts/interaction spent in queue before the customer disconnected. This does not include any time prior to entering queue (e.g. flow time prior to queue treatment). Value is formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of queue abandon time (cfds_queue_abandontime)

Field name: cfan_queue_answertime_avg_hms

The average time spent in queue for all contacts/interactions that were handled by an agent. This does not include any time prior to entering queue (e.g. flow time prior to queue treatment). Value is formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Average of queue answer time (cfds_queue_answertime)

Field name: cfan_queue_answertime_sum_hms

The total time spent in queue for all contacts/interactions that were handled by an agent. This does not include any time prior to entering queue (e.g. flow time prior to queue treatment). Value is formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of queue answer time (cfds_queue_answertime)

Field name: cfan_realtime_oldestitem_hms

The time spent in queue for the longest currently waiting contact/interaction, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

max(realtime_oldestitem)

Field name: cfan_score_as_percentage

The total score for an Optimize evaluation, divided by the total possible score the Evaluation could have achieved, expressed as a percentage.

Visual Label(s):

Source: Derived.

formtotalscore / formtotalpossiblescore

Field name: cfan_sla_XX_abandoned

Service Level Agreement (SLA) metric - the total number of abandoned contacts/interactions that spent less than or equal to XX seconds in queue (i.e. customer only waited XX seconds or less), divided by the total number of inbound queued contacts/interactions.

Variations for the following durations: (10s, 15s, 20s, 25s, 30s, 45s, 60s, 90s, 180s, 240s)

Visual Label(s):

Source: Derived.

Total of interactions abandoned within XX time (cfds_is_sla_XX_abandon) / total of incoming interactions queued (cfds_is_queued)

Field name: cfan_sla_XX_answered (10, 15, 20, 25, 30, 45, 60, 90, 180, 240, 30mins, 1hr, 5hr)

Service Level Agreement (SLA) metric - the total number of handled contacts/interactions that spent less that or equal to XX seconds in queue before being answered by an agent, divided by the total number of inbound queued contacts/interactions.

Variations for the following durations: (10s, 15s, 20s, 25s, 30s, 45s, 60s, 90s, 180s, 240s, 30mins, 1hr, 5hr)

Visual Label(s):

Source: Derived.

Total of interactions answered within XX time (cfds_is_sla_XX) / total of incoming interactions queued (cfds_is_queued)

Field name: cfan_systemendpoint_emailaddress

If the interaction is an Email, contains the inbound To: email address the email arrived on.

Visual Label(s):

Source: Derived.

If channel is Email, then system endpoint address (systemendpoint_address), otherwise entry string

Field name: cfan_time_in_state_hms

The total duration of time the agent spent in the specified Agent State, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

Total of time in state (cfds_time_in_state)

Field name: cfan_timeinstate_hms

The duration of time the agent spent in the specified Agent State, formatted for HH:mm:ss display.

Visual Label(s):

Source: Derived.

timeinstate

Field name: cfan_total_transferred_out_internal

The total number of contacts transferred "out" by agents to other internal destinations (includes direct transfers out to other agents, and transfers out to queue).

Visual Label(s):

Source: Derived.

Total of cfds_is_transferred_out_to_agent + total of cfds_is_transferred_out_to_queue + total of cfds_is_transferred_out_to_unknown

Field name: cfan_totaltime_percentage

Visual Label(s):

Source: Derived.

cfds_total_time / (cfds_agentidletime + cfds_agentinteractionduration + cfds_customerholdduration + cfds_aftercontactworkduration + cfds_unavailable_time)

Field name: cfan_unavailable_time_percentage

The percentage of total logged in time (excluding Offline time) that agents spend in a Custom/Unavailable (not routable) state.

Visual Label(s):

Source: Derived.

cfds_unavailable_time / (cfds_agentidletime + cfds_agentinteractionduration + cfds_customerholdduration + cfds_aftercontactworkduration + cfds_unavailable_time)