What's New in the VIEW Historical Data Source Reference Guide

1.11

04 Oct 2023

• CONTACT Agent Activity Data Source topic. Updated table of agent statuses and sub statuses.
• OUTBOUND Status Change Data Source topic. New status 'Do not process'.
• Data export fields in CONTACT Data Records topic. Updated to state that the Web Chat Data Export Fields apply to Web Chat 1.0 only.
• Call ID topic (in the CONTACT Data Records data source). Expanded 'Detail' section.
• Call Subrecord ID topic. This formerly deprecated data export field in the CONTACT Data Records historical data source has now been reinstated.
• Web Chat Duration Chart. Updated to state that this applies to Web Chat 1.0 only.
• Metrics in CONTACT Data Records topic. Updated the description of the 'Failed Calls' metric; Updated the Web Chat section to state that these metrics apply to Web Chat 1.0 only.
• Other minor changes.

1.10

 09 Jan 2023

• First Menu Option, Second Menu Option, and Third Menu Option topics. Updated to include a table of possible values.
• Message Sub Type data export field (CONTACT Data Records). Minor correction to example.
• Queue data export field (CONTACT Actions). Minor correction to example.

1.09

14 Sep 2022

• Data Export Fields in CONTACT Data Records/Standard Metrics in CONTACT Data Records topics. The category formerly labelled 'Social Media' is now 'Digital Channels'.
• OUTBOUND Dial Result and Call Result topics. Updated. Added 'AMD' to the table of possible values.
• Message Type topic. Updated. The 'Social Media' message type is now reported as 'Digital Channels'.
• Message Sub Type topic. Updated. Removed 'Facebook Direct Message'. Added 'Chat'.
• CKS Export Data Source. New data source.
• Data export fields in CKS Export. New data export fields.
• Metrics in CKS Export. New metric 'Open Cases'.

1.08

15 Aug 2022

• Queue topic. Update to the table in the Example section for this data export field (in the CONTACT Agent Activity data source).
• Data Export Field Reference. Correction to some field sizes in this section.

1.07

12 Jul 2022

• CONTACT Agent Activity Data Source topic. Update to the status table.
• New data export fields in the CONTACT Data Records data source: Caller User <Miscellaneous 1>, Caller User <Miscellaneous 2>, Called User <Miscellaneous 1>, Called User <Miscellaneous 2>, Last Connected User <Miscellaneous 1>, and Last Connected User <Miscellaneous 2>. 
• New data export fields in the CONTACT Agent Activity data source: Sub Status ID, User ID, User <Miscellaneous 1>, User <Miscellaneous 2>, and Next Sub Status ID topics.
• This is a new data export field Auth Type in the LOCK Transactions data source.
• New dimensions in the UC category of the CONTACT Data Records data source: 'Caller User <Miscellaneous 1>', 'Caller User <Miscellaneous 2>', 'Called User <Miscellaneous 1>', and 'Called User <Miscellaneous 2>' 
• New dimensions in the CONTACT category of the CONTACT Data Records data source.'Last Connected User Username', 'Last Connected User <Miscellaneous 1>', and ''Last Connected User <Miscellaneous 2>'.
• New dimensions in the CONTACT category of the CONTACT Agent Activity data source: 'User ID', 'User <Miscellaneous 1>', and 'User <Miscellaneous 2>'.
• New dimension 'Auth Type' in the LOCK Transactions data source.

1.06

16 May 2022

• Custom Status Code data export field. This is a new field in the CONTACT Agent Activity data source.
• Dimensions Reference topic. New dimension 'Custom Status Code'.

1.05

14 Apr 2022

Message Sub Type topic. This data export field now reports on Instagram messages. Other minor changes to topic.

1.04

07 Mar 2022

Agent Group data export field. The agent group is now written to the inbound leg of outgoing calls dialled directly from a deskphone or the storm DTA Web iPath by a user (first call leg). This includes calls to queue extensions.

1.03

02 Feb 2022

• Originating Address data export field. Enhancements to sections 'Examples' and 'Detail (Voice Interactions)' to include details about the recall following a failed cold transfer.
• Working Day Message Handling Duration. This is a new data export field in the CONTACT Data Records data source.
• Data export fields in LOCK Transactions section. The Payment Type, Payment Value, and Transaction Attempt fields now include example reports showing multiple payments per transaction. Corrections to data export field examples showing Call Reference Number.
• Data export fields in the CONTACT Data Records data source. New note about multiple payments per transaction in 'Detail' section of Payment Type and Payment Value fields.
• Updated table of possible OUTBOUND dial results for the OUTBOUND Dial Result and Call Result data export fields.
• Standard metrics in LOCK Transactions section. New note in Total Payment Value metric description.
• Call Duration Charts topic. The duration of the Original Queue Wait Time duration in the 'Incoming Call Duration Chart (CONTACT Data Records); chart has been corrected.

1.02

From 06 May 2021

• Processed Event Status data export field: New web chat values.
• New data export fields in the LOCK Transactions historical data source: Payment Method; Card Holder; Card Number; Transaction Date Time; Payment Service Provider; Payment Interface; and Merchant ID.
• Standard Historical Metrics Reference topic. New section Metric Compatibility Across Reports.
• Dimensions topic: New dimension Access (in the CONTACT Data Records data source).

1.01

7 Oct 2020

• New data export fields: LINK Parent Call ID; LINK Type; LINK Interaction Result; and LINK Interaction Duration. These are for reporting on storm LINK activity. See the LINK Data Export Fields section in the topic 'Data export fields in CONTACT Data Records'.
• New standard metrics: Attempted LINK Video Interactions; Successful LINK Video Interactions; Unaccepted LINK Video Interactions; and Failed LINK Video Interactions. These are for reporting on storm LINK activity. See the LINK section in the 'Metrics in CONTACT Data Records' topic.