CONTACT Actions data source

CONTACT Actions Data Source

A record is written to the CONTACT Actions data source whenever one of the following contact centre actions has taken place in storm:

CONTACT Action	Associated End Reason
A call was transferred to an agent successfully	transfer
An initial or transferred call timed out and was routed to another destination via an 'overflow' extended configuration rule	timeout
An initial or transferred call disconnected	disconnect
An agent committed a call transfer to another agent	transfer_complete
A consultation call was taken back by the agent	transfer_takeback
A consultation call disconnected	transfer_hangup
A consultation call failed	transfer_failed
A caller requested a callback while waiting in a queue	callback
A callback attempt failed	callback_failure
A call expired because a callback was removed from the queue	expired
A call was forced to overflow to another destination (via an extended configuration rule) for a reason other than a timeout such as an absence of active agents or an active disaster recovery that was in force.	overflow

The data is written to various data export fields, which you can include in your data export reports. Some data fields are always populated with data whilst others may be populated depending on the communication scenario. Action Date/Time and Start Reason are examples of two fields that are always populated. Queue is an example of a field that is populated only if a routing attempt to a queue is made.

Explore Further

Section	Description
Data Export Fields in CONTACT Actions	Provides a detailed description of each data export field in this data source and shows how the field is populated for the different parts on an interaction. There is a topic for each data export field. The information will help you to interpret and build data export report. Each topic in this section also indicates whether the data export report supports a filter, a dimension, or both. Knowing that a data export field supports a filter means that you can design metrics to include or exclude values reported the field. Knowing that a data export field supports a dimension means that you can break down metric values in a custom report on the basis of values reported in the field.
Metrics in CONTACT Actions	Provides a detailed description of the standard metrics in this data source. You use metrics to create Custom Historical Reports.