Cisco metadata fields

The following metadata fields are available with Cisco ACDs.

Field Description
AgentPeripheralNumber

Peripheral number of the agent who handled the call.

NOTE   Can be null when the source or destination party is unmonitored or if the agent is not logged in.
AgentSkillTargetID

Identifies which agent handled the call. This value is unique among all skill targets in the enterprise. It is taken from the Agent table in the Unified ICM central database. AgentSkillTargetIDs are generated automatically when the agent is first configured in the Agent Configuration window of Unified ICM Configuration Manager.

EXAMPLE   5001

CallReferenceID

Unique identifier of the call in a Unified CM cluster.

CallGUID

Global unique call identifier.

DateTime

Date and time that the Termination_Call_Detail table record is generated by the Peripheral Gateway (PG). The Termination_Call_Detail table record is generated by the PG when the call has either physically left the PG (for example, IVR routes the call to an agent) or when wrap-up is completed for the call after the call has left the agent device (either by disconnect or through transfer completion).

DigitsDialed

Digits dialed for an outbound call initiated on the ACD. These digits are not provided by all ACDs. Currently, only IVRs, the Aspect CallCenter, and the DEFINITY ECS provide values in the DigitsDialed field.

If a call is translation routed, the receiving PG also reports this field even though the call is inbound.

Duration

Duration of the call in seconds. This is the time that the switch is processing the call.

The Duration field comprises several fields of the Termination_Call_Detail table:

LocalQTime + RingTime + TalkTime + WorkTime + HoldTime + DelayTime + NetQTime

PeripheralCallKey

Identifier assigned to the call by the peripheral (ACD, IVR). The range and type of value used in this field varies depending on the type of peripheral. This can be one of the following:

  • An original call, a transfer, and a consultative call as three separate calls (e.g., Call IDs 1001, 1002, 1003)
  • All three calls as a continuation of the same call (e.g., Call IDs 1001, 1001, 1001)
  • The original and transfer as the same call, but the consultative call as a second call (e.g., Call IDs 1001, 1002, 1001)
  • The original call as one call and the original and transfer as another call (e.g., Call IDs 1001, 1002, 1002)

These values used might not be unique, depending on the peripheral’s implementation. For example, the Aspect CallCenter and the DEFINITY ECS ACDs reuse identifiers in this field.

RewcoveryKey

Unique ID assigned to each record and used internally by Unified ICM/Unified CCE to track the record.

RingTime

The number of seconds that the call spent ringing at the agent’s teleset before it was answered. Ring time occurs after any DelayTime and LocalQTime. For diverted calls (that is, calls that rang at an agent’s teleset before being redirected on failure to answer), RingTime is the sum of the time that the call spent ringing at each teleset.

TalkTime

The cumulative time, in seconds, that the call was in a talking state on the destination device. TalkTime is a completed call time, not an agent state time.

The cumulative time, in seconds, that the call was in a talking state on the destination device. TalkTime is a completed call time, not an agent state time.

NOTE   In the Termination_Call_Detail, Skill_Group, and Agent_Skill_Group tables, TalkTime does not include HoldTime; however, in the Services and Route tables, TalkTime does include HoldTime.

Variable1

Variable used for call segmentation. Can also contain data entered during call wrap-up. This field maps to Aspect variable A.

Variable2

Variable used for call segmentation. This field maps to Aspect variable B.

Variable3

Variable used for call segmentation. This field maps to Aspect variable C.

Variable4

Variable used for call segmentation. This field maps to Aspect variable D.

Variable5

Variable used for call segmentation. This field maps to Aspect variable E.

Variable6

Variable used for call segmentation.

Variable7

Variable used for call segmentation.

Variable8

Variable used for call segmentation.

Variable9

Variable used for call segmentation.

Variable10

Variable used for call segmentation.

WrapupData

Data entered by the agent during call wrap- up.

NOTE   WorkTime is used to calculate Duration in the Termination_Call_Detail table and HandleTime in the Unified ICM Service, Route, and Call_Type tables.