12.1. Call Reporting Object

Field Label Name

Channel or Conversation

From_ Prefix

To_ Prefix

Primary Field

Description

UUID

Channel

YES

YES

N/A

The unique UUID that identifies the channel for the From or To party. The channel is defined as the link between the phone and the soft switch. An example UUID looks like 19a62507-c760-4ba7-9fcf-93142ffdbb96.

Conversation_Instance

Conversation

YES

YES

N/A

For the given call, this represents the instance of the conversation for the specified From or To party. A value of 1 represents the first conversation, and increments for each new conversation that the party has. See the introduction section labelled Transfers for more information.

Conversation_Count

Channel

YES

YES

N/A

For the given call, this represents how many conversations the specified From or To party had whilst the call was active. See the introduction section labelled Transfers for more information.

Call_Category

Channel

YES

YES

N/A

Call_Direction

Conversation

N/A

N/A

N/A

The Call_Direction field has no From or To prefix. It exists for each conversation and specifies the direction of the call in the context of External (numbers not owned by the business) and Internal (numbers owned by the business).

Call_Type

Conversation

YES

NO

N/A

Indication on how the call was handled from the perspective of the From party, normally acting in the role of caller. Typically a call can either be connected to another party thus forming a Conversation, be connected to a service or not be connected to either, i.e. call was not answered. There is no From or To version of this property. The possible states are below.

Call_Type_Report

Conversation

YES

NO

N/A

A text based version of the Call_Type field. Call_Type is a picklist and can't be used in reports, thus this field is provided to use in reports.

Component_Start_DN

Conversation

YES

YES

From

An internal identifier that shows which policy component the call started routing on. The identifier is in the format of @. For example 442035100999@ModNumber_Public, which would indicate that the number 442035100999 was dialled which was initially routed on the ModNumber_Public component.

Component_Start_Name

Conversation

YES

YES

From

The Start name of the component that the call was routed on within a policy. This is the name that has been configured via the Routing Policies user interface. In most cases the To channel won't have a Component_Start_Name set as the To channel is not routed via a Routing Policy. If however, the To channel was transferred, it may then route via a policy and on a subsequent conversation may show the Component_Start_Name.

Hangup_Cause

Channel

YES

YES

N/A

Indicates the reason that the channel hung up. This is applied at a channel level, i.e. even if the caller/called party has been involved in multiple conversations by virtue of being transferred, this hangup cause is the same on all channels. Examples of common hangup causes include the following:

Instance

Conversation

YES

YES

N/A

Same concept as Conversation_Instance, except that the index starts at 0 rather than 1.

Policy_Start_Id

Conversation

YES

YES

From

The internal Natterbox Policy Id that the call is initially routed on.

Policy_Start_Name

Conversation

YES

YES

From

The name of the Routing Policy as configured by the Salesforce Administrator, that the call is initially routed on. In most cases the To channel won't have a Policy_Start_Name set as the To channel is not routed via a Routing Policy. If however, the To channel was transferred, it may then route via a policy and on a subsequent conversation may show the Policy_Start_Name.

Routing_Policy

Conversation

YES

YES

From

A link to the Salesforce Routing Policy object which relates to the Routing Policy that this conversation instance was initially routed on. In most cases the To channel won't have a Routing Policy link, as the To channel is not routed via a Routing Policy. If however, the To channel was transferred, it may then route via a policy and on a subsequent conversation may show the link.

Field Label Name

Conversation or Channel

Description

Account

Channel

A link created to the Salesforce Account object based on an automatic match using the Number from the External caller/called party.

Case

Channel

A link created to the Salesforce Case object based on an automatic match using the Number from the External caller/called party.

Contact

Channel

A link created to the Salesforce Contact object based on an automatic match using the Number from the External caller/called party.

Contact_Match

Channel

Set to true if the Owner Id of this Call Reporting record is the same as the Owner Id of the Contact that has been associated with this Call Reporting Record.

Lead

Channel

A link created to the Salesforce Lead object based on an automatic match using the Number from the External caller/called party.

Opportunity

Channel

A link created to the Salesforce Opportunity object based on an automatic match using the Number from the External caller/called party.

Other_Account

Channel

If both the From and To numbers are External numbers, e.g. a call has been received inbound and then relayed outbound again, or perhaps an agent has transferred an Inbound call to an external number, then it is possible that an Account can be matched for both the From and To numbers. Other_Account can support a link to an Account object for the other party in the call. In the case where there are two external numbers involved in a call, then the channel associated with the number that has been around the longest gets assigned to Account, and the other channel gets assigned to Other_Account.

Other_Case

Channel

If both the From and To numbers are External numbers, e.g. a call has been received inbound and then relayed outbound again, or perhaps an agent has transferred an Inbound call to an external number, then it is possible that a Case can be matched for both the From and To numbers. Other_Case can support a link to an Case object for the other party in the call. In the case where there are two external numbers involved in a call, then the channel associated with the number that has been around the longest gets assigned to Case, and the other channel gets assigned to Other_Case.

Other_Contact

Channel

If both the From and To numbers are External numbers, e.g. a call has been received inbound and then relayed outbound again, or perhaps an agent has transferred an Inbound call to an external number, then it is possible that a Contact can be matched for both the From and To numbers. Other_Contact can support a link to a Contact object for the other party in the call. In the case where there are two external numbers involved in a call, then the channel associated with the number that has been around the longest gets assigned to Contact, and the other channel gets assigned to Other_Contact.

Other_Lead

Channel

If both the From and To numbers are External numbers, e.g. a call has been received inbound and then relayed outbound again, or perhaps an agent has transferred an Inbound call to an external number, then it is possible that a Lead can be matched for both the From and To numbers. Other_Lead can support a link to a Lead object for the other party in the call. In the case where there are two external numbers involved in a call, then the channel associated with the number that has been around the longest gets assigned to Lead, and the other channel gets assigned to Other_Lead.

Other_Opportunity

Channel

If both the From and To numbers are External numbers, e.g. a call has been received inbound and then relayed outbound again, or perhaps an agent has transferred an Inbound call to an external number, then it is possible that an Opportunity can be matched for both the From and To numbers. Other_Opportunity can support a link to an Opportunity object for the other party in the call. In the case where there are two external numbers involved in a call, then the channel associated with the number that has been around the longest gets assigned to Opportunity, and the other channel gets assigned to Other_Opportunity.

Field Label Name

Channel or Conversation

From_ Prefix

To_ Prefix

Primary Field

Description

Solid_Call

Conversation

N/A

N/A

N/A

If the Time_Talking is greater than the From_Solid_Threshold, then this field is set to True. Solid_Call can be used as an indicator of a concrete conversation that has occurred, rather than a brief interaction.

Solid_Threshold

Conversation

YES

YES

From

Specifies a value in seconds that indicates the solid call threshold for this conversation. The solid call threshold defaults to 120 seconds and can be overridden on the call routing policies.

Field Label Name

Channel or Conversation

From_ Prefix

To_ Prefix

Primary Field

Description

Natterbox_User

Channel

YES

YES

N/A

A lookup field to the Natterbox_User object which relates the relevant From_ or To_ party to their associated user record. If the call is originated inbound from a caller who doesn't have a user account then the field is empty.

Natterbox_User_Id

Channel

YES

YES

N/A

The unique ID that identifies the Natterbox User object on the Natterbox platform against the relevant From_ or To_ party.

Device_Id

Channel

YES

YES

N/A

The unique ID that identifies the Natterbox Device object (e.g. Softphone, WebPhone, DeskPhone), on the Natterbox platform against the relevant From_ or To_ party.

Dialled_Number

Conversation

YES

NO

From

The number that has been dialled by the From channel. For example, if a user dials a number 0158212345678 on their phone, then this is the Dialled_Number. This field is not normalised, and displays what the user entered into their dial pad. For inbound calls from external callers, this field holds the DID number that was routed by the carrier, where the DID number is typically a number in the Numbers object.

Group

Channel

YES

YES

N/A

Creates a link to the Natterbox Group object that identifies the relevant From or To party with their primary group. This field only applies to From or To parties who are internal users and have Natterbox User Id.

Number

Conversation

YES

YES

N/A

The number that belongs to the device or calling/called party. When a channel is a caller channel, i.e. a call has been initiated from a phone towards the Natterbox system, then for inbound calls to the organisation from external callers, this is typically the caller's PSTN number. For calls made by users within the organisation who are using SIP based devices, this is their SIP device extension number.

Where a channel is a called channel, i.e. a call has been initiated from the system to a phone, then this is always the number that is dialled.

SF_User

Channel

YES

YES

N/A

Creates a link from the From or To channel to the Salesforce User object that the channel belongs to. Once a From or To channel is created, regardless of how many conversations it is involved in, the link to the SF User remains static, i.e. the channel can't be re-assigned to a new user. If the channel doesn't belong to a user, i.e. Salesforce User didn't receive or make the the call, then the property is empty.

Field Label Name

Channel or Conversation

From_ Prefix

To_ Prefix

Primary Field

Description

Channel_Start_Time

Channel

YES

YES

N/A

The time at which the physical channel is initiated, regardless of how many times the call is transferred. The time is stored in UTC format and adjusts to user's local timezone when reports are run.

Channel_Answer_Time

Channel

YES

YES

N/A

The time at which the physical channel is answered, regardless of how many times the call is transferred. The time is stored in UTC format and will adjust to user's local timezone when reports are run.

Channel_End_Time

Channel

YES

YES

N/A

The time at which the physical channel is ended (hung up), regardless of how many times the call is transferred. The time is stored in UTC format and will adjust to user's local timezone when reports are run.

Channel_Duration

Channel

YES

YES

N/A

The duration of the physical channel in seconds, from the point at which it is answered to the point at which it gets hung up. If the channel is not answered, then duration will be 0.

Conversation_Start_Time

Conversation

N/A

N/A

N/A

The time at which the From channel either first makes contact with the soft switch on the platform if the 'From_Conversation_Instance' equals one, or if 'From_Conversation_Instance' is greater than one then this will typically be the same as the Conversation_Bridge_Time. The time is stored in UTC format and will adjust to user's local timezone when reports are run. There is no From_or To_ prefix for this field.

Conversation_Answer_Time

Conversation

N/A

N/A

N/A

The time at which the From channel is answered for this conversation. When 'From_Conversation_Instance' is equal to one, i.e. the initial call into the platform, this will be the time the From channel really gets answered by either an IVR or the dialled device. If 'From_Conversation_Instance' is greater than than one, the answer time will normally be the same as the 'Conversation_Bridge_Time', i.e. the time at which the From and To channel are connected together. The time is stored in UTC format and will adjust to user's local timezone when reports are run. There is no From_or To_ prefix for this field.

Conversation_Bridge_Time

Conversation

N/A

N/A

N/A

The time at which the From channel and To channel are bridged together to form a conversation. Note that the From channel may have been answered prior to the bridge time, i.e. if a call has been routed inwards to an IVR, then when the IVR kicks in that will the answer time. If the call was then routed to a call queue, which was answered by an agent (the To leg), then this becomes the Conversation_Bridge_Time. The time is stored in UTC format and will adjust to user's local timezone when reports are run. There is no From_or To_ prefix for this field.

Conversation_End_Time

Conversation

N/A

N/A

N/A

The time at which the conversation ends, i.e. the From channel hangs up or one of the channels is transferred to another party. The time is stored in UTC format and will adjust to user's local timezone when reports are run. There is no From_or To_ prefix for this field.

Day

Conversation

N/A

N/A

N/A

Numeric day of the month extracted from the Conversation_Start_Time, adjusted for the logged in user's timezone.

Day_Of_Week

Conversation

N/A

N/A

N/A

Textual representation of the day of the week extracted from the Conversation_Start_Time, which has been adjusted for the logged in user's timezone, i.e. Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday.

Day_Of_Week_Numeric

Conversation

N/A

N/A

N/A

Numeric representation of the day of the week extracted from the Conversation_Start_Time, which has been adjusted for the logged in user's timezone. 0 is Sunday, 1 is Monday, etc.

Day_Of_Week_Short

Conversation

N/A

N/A

N/A

Short textual representation of the day of the week extracted from the Conversation_Start_Time, which has been adjusted for the logged in user's timezone, i.e. Sun, Mon, Tue, Wed, Thu, Fri, Sat.

Hour

Conversation

N/A

N/A

N/A

Hour of the day extracted from the Conversation_Start_Time, adjusted for the timezone of the Data Connector user.

Month_Name

Conversation

N/A

N/A

N/A

Textual representation of the month extracted from the Conversation_Start_Time, which has been adjusted for the logged in user's timezone, i.e. January, February, March, April, May, June, July, August, September, October, November, December.

Month_Name_Short

Conversation

N/A

N/A

N/A

Short textual representation of the month extracted from the Conversation_Start_Time, which has been adjusted for the logged in user's timezone, i.e. Jan, Feb, Mar, Apr, May, Jun, Jul, Aug, Sep, Oct, Nov, Dec.

Month_Numeric

Conversation

N/A

N/A

N/A

Numeric representation of the month extracted from the Conversation_Start_Time, which has been adjusted for the logged in user's timezone, 1 is January, 2 is February, etc.

Time_Hunting

Conversation

N/A

N/A

N/A

The length of time from when the call is answered to when it is actually connected to a called party. Thus, if an inbound call is received and is answered by an IVR, then placed into a call queue to be routed to an agent, the Time Hunting will be measured from when the call is answered by the IVR to the time at which the Agent answers the call. By adding together Time Ringing and Time Hunting the real wait time for a caller to be connected can be determined. Time_Hunting indicates how long a call has been routing via IVRs, Salesforce lookups, call queues, etc.

Time_Ringing

Conversation

N/A

N/A

N/A

The length of time that the call is ringing. This is typically measured by subtracting the Conversation_Answer_Time from the Conversation_Start_Time. There is no From_or To_ prefix for this field.

Time_Talking

Conversation

N/A

N/A

N/A

The length of time that two parties are actually connected for, and is measured from the point that the call is Bridged to the point that the call Ends. The timer includes any periods where the call is placed on hold.

Used_On_Hold_Seconds

Channel

YES

YES

N/A

Indicates the number of seconds that the From or To channel placed the other channel on hold for. If the From or To channel has held multiple conversations with other parties by virtue of a transfer, then this property includes the time the hold feature was used for all conversations.

Year

Conversation

N/A

N/A

N/A

Numeric representation of the year extracted from the Conversation_Start_Time, which has been adjusted for the logged in user's timezone.

Field Label Name

Channel or Conversation

From_ Prefix

To_ Prefix

Primary Field

Description

Call_Queue_Last_Disposition

Conversation

YES

YES

From

For the given conversation, this represents the last disposition code for when the call was connected to a queue, defining how it was handled. If the call has progressed through multiple queues before being connected to an agent, then this represents the last queue. If a call has been connected to an Agent in a queue, and then the Agent has transferred the call to another queue, this will result into instances of the call log being created, and each one will represent the queue connection. The values that may be output are:

Call_Queue_Last_Queue

Conversation

YES

YES

From

For the given conversation, this represents the last Call Queue that the call was placed into regardless of whether or not it was answered by an agent. The field is a lookup field that links to the Call Queue object, which holds the names of the various Call Queues that have been defined on the platform.

Call_Queue_Last_Wait_Seconds

Conversation

YES

YES

From

The number of seconds that the caller was waiting in the call queue measured from the point that the call is placed into the call queue until either the call was answered by an agent or the caller abandoned the queue via timeout, hanging up or exiting via an exit key.

Call_Queue_Total_Wait_Seconds

Channel

YES

YES

From

The number of seconds that the caller spent waiting in all call queues whilst their call was active. The time is measured from each point a call is placed into a call queue until it is either answered, abandoned or hungup. This count will include call queues that the caller may have been switched through whilst trying to reach an agent as well as call queues that the caller may have been transferred to. The count is across multiple conversations for the single call leg.

Call_Queue_Skills_Shortage_Delay

Conversation

YES

YES

From

Measures the delay in seconds from when a skills shortage is detected for a call queued within a call queue, to when the call is connected or the call exits the queue. A Skills Shortage condition exists when one more skills have been requested for a queued call, but all relevant agents that could service the call are either busy or unavailable AND there are other agents available in the queue that do not have the required skill sets, but who are available to take calls at the current time. When a Skills Shortage condition occurs on a call, other calls queued behind it may over take the call, when other agents are available.

Call_Queue_Last_Queue_Ref

Conversation

YES

YES

From

For the given conversation, this represents the internal reference of the last Call Queue that the call was placed into regardless of whether or not it was answered by an agent. Use 'Call_Queue_Last_Queue' to determine the actual user friendly call queue.

Call_Queue_Agent_Serviced

Conversation

NO

YES

To

Indicates the Call Queue that was serviced by the Agent that answered the call, (who will be the To party when a call is setup via a call queue). This field links to the Call_Queue object which will give the name of the Call Queue and other relevant information.

Field Label Name

Channel or Conversation

From_ Prefix

To_ Prefix

Primary Field

Description

Flag_Active_Record_Fail

Channel

NO

YES

To

When true, indicates that the channel is an Active Record leg that has failed to complete the recording of a call via PSTN or SIP to an Active Recorder.

Flag_Active_Record_Ok

Channel

NO

YES

To

When true, indicates that the channel is an Active Record leg that has successfully completed the recording of a call via PSTN or SIP to an Active Recorder.

Flag_Active_Record_Stream_Fail

Channel

NO

YES

To

When true, indicates that the channel is an Active Record Streaming (buffering) leg that has failed to complete the recording of a call via PSTN or SIP to an Active Recorder. A streaming leg is one that is not actively connected to a live call, but rather is streaming the data to an active recorder at a later date.

Flag_Active_Record_Stream_Ok

Channel

NO

YES

To

When true, indicates that the channel is an Active Record Streaming (buffering) leg that has successfully completed the recording of a call via PSTN or SIP to an Active Recorder. A streaming leg is one that is not actively connected to a live call, but rather is streaming the data to an active recorder at a later date.

Flag_Alert

Channel

YES

YES

N/A

When true, indicates that a user has pressed an alert Star Code to flag a potential call quality issue.

Flag_Analytics

Channel

YES

YES

From

When true, then the channel will have been subjected to Analysis (transcription, audio, etc), and an analytics report will be available via the API using the channel UUUD as the key.

Flag_Attended_Transfer

Conversation

YES

YES

N/A

When true, the relevant From or To party the flag is associated with, invoked an Attended Transfer on the other party in the conversation.

Flag_Blind_Transfer

Conversation

YES

YES

N/A

When true, the relevant From or To party the flag is associated with, invoked a Blind Transfer on the other party in the conversation.

Flag_CallBack_Agent

Channel

YES

YES

To

When true, indicates the call the agent answered was a Call Back. This is normally set on the To_ channel.

Flag_CallBack_Caller

Channel

YES

YES

From

When true, indicates the channel to the relevant From or To party was initiated via a callback, which would have been requested by the said same party when they were queuing in a call queue.

Flag_CallBack_Requested

Conversation

YES

NO

From

Only set on the A channel which will be a queued call. Indicates if the caller requested a to be Called Back when the call was queued. If this is set to true, the Call_Queue_Last_Disposition will normally be set to ABANDONED_CALLBACK.

Flag_Caller_Id_Withheld

Channel

YES

YES

To

When true, indicates that the Caller Identity number was withheld when the call was placed to the number associated with the channel.

Flag_Early_Divert

Channel

YES

YES

To

When true, indicates that a call was diverted early within the mobile network by detecting the mobile was unavailable. This is only relevant to Natterbox MVNO Mobile integrations.

Flag_Eavesdrop

Channel

YES

YES

N/A

When true, indicates that the channel was initiated with the sole purpose of connecting to a second channel to perform an Eavesdrop function, allowing the caller on this channel to barge into the conversation if required. Eavesdrop can be used for Listen and Active Record.

Flag_Eavesdrop_Attached

Channel

YES

YES

N/A

When true, indicates that the channel associated with the relevant From or To party had an Eavesdrop channel attached to it for a period of time. Eavesdrop can be used for Listen and Active Record.

Flag_Late_Divert

Channel

YES

YES

To

When true, indicates that a call was diverted late within the mobile network by detecting the mobile was available but wasn't answered. This is only relevant to Natterbox MVNO Mobile integrations.

Flag_Listen_In

Channel

YES

YES

N/A

When true, indicates that the channel was initiated as a Listen In channel to listen into an existing call for training and monitoring purposes. This is a specific implementation of the Eavesdrop feature. It would be normal for Flag_Eavesdrop to also be set in this case.

Flag_Picked_Off

Channel

YES

YES

N/A

When true, the other leg of this conversation was intercepted via a group pickup action when it was being rung and connected to a different phone, i.e. the flag shows that the call was not connected to the intended dialled party.

Flag_Pickup

Channel

YES

YES

N/A

When true, indicates that the relevant From or To channel was picked up via a group pickup. It is then normal for the other side of the conversation to have the Flag_Picked_Off flag set.

Flag_Record

Channel

YES

YES

N/A

When true, a recording has been made on the channel if archiving is enabled, it will be available to download via the Recording UI.

Flag_Skills

Conversation

YES

YES

From

Normally only set on the From channel, which will be a queued call. Indicates if the call was routed into a Call Queue where skills based routing was configured.

Flag_Transfer

Channel

YES

YES

N/A

When true, indicates that the relevant channel associated with the From or To party was involved in a transfer to a new party.

Flag_Virtual_Channel

Conversation

YES

YES

N/A

When true, indicates that channel used in establishing a second call for the purposes of an Attended Transfer is a virtual channel using the same physical connection. This is specific to the way CTI works. In a normal Attended Transfer using a Desk or Soft Phone, the act of establishing a second call for an Attended Transfer would use a different physical channel and allocate a new UUID to that channel.

Flag_Voicemail_Record

Conversation

YES

YES

From

When true, indicate that the channel was routed to a voice mail record service on the platform.