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Overview
The following tables are compatible with the new general metrics API endpoints.
-
/metrics-api/{version:v3|v4}/tables/{tableName} -
/metrics-api/{version:v3|v4}/tables/{tableName}/timeseries -
/metrics-api/{version:v3|v4}/tables/{tableName}/aggregations -
/metrics-api/{version:v3|v4}/tables/{tableName}/groups
Tables
Agent assist tables
AGENT_ASSIST_AGENT_KPIS
The AGENT_ASSIST_AGENT_KPIS table stores an hourly overview of agent related KPIs.
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
BUSINESSFLOW_EXISTS |
NUMBER(18,0) |
A count to indicate if a business flow exists for the record grouped by primary key columns |
|
DIALOGS_COUNT |
NUMBER(18,0) |
The total number of dialogues handled by the agent grouped by primary key columns |
|
FLOW_INSTANCES_COMPLETED |
NUMBER(13,0) |
The number of business flow instances completed grouped by primary key columns |
|
FLOW_INSTANCES_FAILED |
NUMBER(13,0) |
The number of business flow instances that failed grouped by primary key columns |
|
FLOW_INSTANCES_REJECTED |
NUMBER(13,0) |
The number of business flow instances that were rejected grouped by primary key columns |
|
FLOW_INSTANCES_TOTAL |
NUMBER(18,0) |
The total number of business flow instances grouped by primary key columns |
|
INTENTS_HANDLED |
NUMBER(18,0) |
The number of intents handled by the agent grouped by primary key columns |
|
TOTALDURATION |
NUMBER(38,0) |
The total duration of all interactions grouped by primary key columns |
|
TRIGGERED_BY_AGENT |
NUMBER(13,0) |
The number of times an action was triggered by the agent grouped by primary key columns |
|
TRIGGERED_BY_USER |
NUMBER(13,0) |
The number of times an action was triggered by the user grouped by primary key columns |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
AGENT_ID |
VARCHAR(16777216) |
A unique identifier for the agent |
|
AGENT_SKILL |
VARCHAR(16777216) |
The skill set of the agent |
|
CCAAS_PROVIDER |
VARCHAR(16777216) |
The name of the Contact Center as a Service provider |
|
LOCALE |
VARCHAR(16777216) |
The language and regional settings of the session |
|
REGION |
VARCHAR(16777216) |
The geographic region where the data originated |
|
TEST_FLAG |
Boolean |
A boolean flag to indicate if the record is for testing purposes |
|
VENDOR |
VARCHAR(16777216) |
The name of the vendor providing the service |
|
STREAM_START_DATETIME |
TIMESTAMP_NTZ(9) |
The timestamp for the start of the data stream, aggregated by hour |
AGENT_ASSIST_CORE_KPIS
The AGENT_ASSIST_CORE_KPIS table stores an hourly overview of core KPIs for agent assist.
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
BUSINESSFLOWINSTANCE_EXISTS |
NUMBER(13,0) |
A count indicating the presence of a business flow instance for a record grouped by primary key columns |
|
DIALOGS_COUNT |
NUMBER(18,0) |
The count of dialogues grouped by primary key columns |
|
SUMMARY_EXISTS |
NUMBER(13,0) |
A count indicating the presence of a summary for a record grouped by primary key columns |
|
TOTALDURATION |
NUMBER(38,0) |
The total duration grouped by primary key columns |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
CCAAS_PROVIDER |
VARCHAR(16777216) |
The name of the Contact Center as a Service provider |
|
LOCALE |
VARCHAR(16777216) |
The language and regional settings of the session |
|
REGION |
VARCHAR(16777216) |
The geographic region where the data originated |
|
TEST_FLAG |
Boolean |
A boolean flag to indicate if the record is for testing purposes |
|
VENDOR |
VARCHAR(16777216) |
The name of the vendor providing the service |
|
STREAM_START_DATETIME |
TIMESTAMP_NTZ(9) |
The timestamp for the start of the data stream, aggregated by hour |
AGENT_ASSIST_FLOW_COMPLETION_RATE
The AGENT_ASSIST_FLOW_COMPLETION_RATE table stores an hourly overview of flows completion rate.
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
COUNTFLOWINSTANCEID |
NUMBER(18,0) |
The total number of flow instances grouped by primary key columns |
|
TOTALDURATION |
NUMBER(38,0) |
The total duration grouped by primary key columns |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
AGENT_SKILL |
VARCHAR(16777216) |
The skill set of the agent |
|
CCAAS_PROVIDER |
VARCHAR(16777216) |
The name of the Contact Center as a Service provider |
|
FLOW_INSTANCE_STATUS |
VARCHAR(16777216) |
The status of a business flow instance. |
|
INTENT |
VARCHAR(16777216) |
The user's goal or intent detected in the conversation |
|
LOCALE |
VARCHAR(16777216) |
The language and regional settings of the session |
|
REGION |
VARCHAR(16777216) |
The geographic region where the data originated |
|
TEST_FLAG |
Boolean |
A boolean flag to indicate if the record is for testing purposes |
|
TRIGGERING_PARTICIPANT |
VARCHAR(16777216) |
The participant that initiated an action |
|
VENDOR |
VARCHAR(16777216) |
The name of the vendor providing the service |
|
STREAM_START_DATETIME |
TIMESTAMP_NTZ(9) |
The timestamp for the start of the data stream, aggregated by hour |
AGENT_ASSIST_INTENT_DISTRIBUTION
The AGENT_ASSIST_INTENT_DISTRIBUTION table stores an hourly overview of intent distribution.
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
TOTAL_INTENTS_CAPTURED |
NUMBER(18,0) |
The total number of steps grouped by primary key columns |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
AGENT_SKILL |
VARCHAR(16777216) |
The skill set of the agent |
|
CCAAS_PROVIDER |
VARCHAR(16777216) |
The name of the Contact Center as a Service provider |
|
EXIST_IN_BUSINESSFLOW |
Boolean |
A boolean flag to indicate if a business flow exists for the record |
|
INTENT |
VARCHAR(16777216) |
The user's goal or intent detected in the conversation |
|
LOCALE |
VARCHAR(16777216) |
The language and regional settings of the session |
|
REGION |
VARCHAR(16777216) |
The geographic region where the data originated |
|
TEST_FLAG |
Boolean |
A boolean flag to indicate if the record is for testing purposes |
|
TRIGGERING_PARTICIPANT |
VARCHAR(16777216) |
The participant that initiated an action |
|
VENDOR |
VARCHAR(16777216) |
The name of the vendor providing the service |
|
STREAM_START_DATETIME |
TIMESTAMP_NTZ(9) |
The timestamp for the start of the data stream, aggregated by hour |
VFO
Available only for VFO environment.
REAL_TIME_METRICS_ROOT_LEVEL
Stores root-level real-time metrics for conversational flows, aggregated by a 5 minute time window and various dimensions.
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
ROOT_SYSTEM_ERRORS |
NUMBER(38,0) |
The count of system-level errors encountered at the root level during the time window. |
|
ROOT_CRITICAL_ERROR |
NUMBER(38,0) |
The count of critical errors that impacted the flow at the root level. |
|
ROOT_NO_INPUTS |
NUMBER(38,0) |
The count of events where no user input was detected at the root level. |
|
ROOT_NO_MATCHES |
NUMBER(38,0) |
The count of events where user input did not match any expected intent or grammar at the root level. |
|
ROOT_AGENT_REQUESTS |
NUMBER(38,0) |
The count of times a user explicitly requested a human agent at the root level. |
|
DIALOGS_COMPLETED |
NUMBER(38,0) |
The total number of dialogs that reached a successful completion state. |
|
DIALOGS_TRANSFERRED |
NUMBER(38,0) |
The total number of dialogs transferred to a human agent or another system. |
|
DIALOGS_TERMINATED |
NUMBER(38,0) |
The total number of dialogs that were terminated (hung up or closed) before completion. |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
DATEFROM |
TIMESTAMP_NTZ(9) |
The start timestamp of the 5 minute reporting window. |
|
LOCALE |
VARCHAR(16777216) |
The locale or language setting for the interaction. |
|
TEST_FLAG |
BOOLEAN |
Indicates if the record is test data or production data. |
|
CHANNEL |
VARCHAR(16777216) |
The communication channel. |
|
REGION |
VARCHAR(16777216) |
The geographical region where the interaction was processed. |
|
FLOWNAME |
VARCHAR(16777216) |
The name of the specific conversational flow or application. |
DIALOGS_METRICS
Stores aggregated dialog metrics by hourly date and flow dimensions.
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
DIALOGS |
NUMBER(18,0) |
The total count of dialog sessions recorded in this interval. |
|
TOTALDURATION |
NUMBER(38,0) |
The sum of the duration in seconds for all dialogs in this interval. |
|
TRANSFERRED |
NUMBER(13,0) |
The count of dialogs that were transferred. |
|
TERMINATED |
NUMBER(13,0) |
The count of dialogs that ended due to a termination event. |
|
ERROR |
NUMBER(13,0) |
The count of dialogs that ended due to a system or application error. |
|
OTHER |
NUMBER(13,0) |
The count of dialogs ending in a state not classified as transferred, terminated, or error. |
|
TOTALNOINPUTS |
NUMBER(38,0) |
The total count of "No Input" events across all dialogs in this group. |
|
TOTALNOMATCHES |
NUMBER(38,0) |
The total count of "No Match" events across all dialogs in this group. |
|
TOTALSTEPS |
NUMBER(38,0) |
The accumulated count of conversational steps or turns across all dialogs. |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
DIALOGDATE |
TIMESTAMP_NTZ(9) |
The date and time of the dialog aggregation - hourly level. |
|
LANGUAGE |
VARCHAR(16777216) |
The language or locale of the dialogs |
|
FLOWID |
VARCHAR(16777216) |
The unique identifier for the specific flow version. |
|
FLOWNAME |
VARCHAR(16777216) |
The descriptive name of the conversational flow. |
|
CHANNEL |
VARCHAR(16777216) |
The communication channel. |
|
REGION |
VARCHAR(16777216) |
The geographical region where the dialogs occurred. |
Dialog TABLES
REAL_TIME_METRICS_MINIAPP_LEVEL
Stores miniApp metrics data that will be used by the metrics-api.
We scan the diamant_events table and fetch the last 30 min of data - not flows.
We slice the time into 5min intervals(0-5, 5-10, 10-15, 15-20, etc.).
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
MINIAPPS_INVOCATIONS |
NUMBER(38,0) |
count of invocations |
|
MINIAPPS_SYSTEM_ERRORS |
NUMBER(38,0) |
count of system errors |
|
MINIAPPS_CRITICAL_ERROR |
NUMBER(38,0) |
count of critical erros |
|
MINIAPPS_INVOCATIONS_SUCCESSFUL |
NUMBER(38,0) |
count of successful invocations |
|
MINIAPPS_NO_INPUTS |
NUMBER(38,0) |
sum of no inputs |
|
MINIAPPS_NO_MATCHES |
NUMBER(38,0) |
sum of no matches |
|
MINIAPPS_AGENT_REQUESTS |
NUMBER(38,0) |
sum of agent requests |
|
SESSIONS_INITIATED |
NUMBER(38,0) |
count of distinct connection_id |
|
MINIAPPS_ASR_CONNECTION_ERROR |
NUMBER(38,0) |
count of asr connection errors |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
DATEFROM |
TIMESTAMP_NTZ(9) |
the start timestamp of the 5min interval truncated to the minute |
|
CHANNEL |
VARCHAR(16777216) |
The communication channel. |
|
LOCALE |
VARCHAR(16777216) |
The language or locale |
|
TEST_FLAG |
BOOLEAN |
Indicates if the record is test data or production data. |
|
MINIAPPNAME |
VARCHAR(16777216) |
app name |
|
MINIAPPTYPE |
VARCHAR(16777216) |
app type |
|
REGION |
VARCHAR(16777216) |
diamant region |
REAL_TIME_METRICS_ROOT_LEVEL
Stores root metrics data that will be used by the metrics-api.
We scan the diamant_events table and fetch the last 30 min of data - only root flows.
We slice the time into 5min intervals(0-5, 5-10, 10-15, 15-20, etc.).
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
ROOT_SYSTEM_ERRORS |
NUMBER(38,0) |
count of system erros |
|
ROOT_CRITICAL_ERROR |
NUMBER(38,0) |
count of critical erros |
|
ROOT_NO_INPUTS |
NUMBER(38,0) |
sum of no inputs |
|
ROOT_NO_MATCHES |
NUMBER(38,0) |
sum of no matches |
|
ROOT_AGENT_REQUESTS |
NUMBER(38,0) |
sum of agent requests |
|
DIALOGS_COMPLETED |
NUMBER(38,0) |
count of dialogs |
|
DIALOGS_TRANSFERRED |
NUMBER(38,0) |
count of dialogs that got transferred |
|
DIALOGS_TERMINATED |
NUMBER(38,0) |
count of dialogs that got terminated |
|
ROOT_ASR_CONNECTION_ERROR |
NUMBER(38,0) |
The count of ASR connection errors that impacted the flow at the root level. |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
DATEFROM |
TIMESTAMP_NTZ(9) |
the start timestamp of the 5min interval truncated to the minute |
|
CHANNEL |
VARCHAR(16777216) |
channel |
|
LOCALE |
VARCHAR(16777216) |
language |
|
TEST_FLAG |
BOOLEAN |
if call is test or not |
|
FLOWNAME |
VARCHAR(16777216) |
app name |
|
REGION |
VARCHAR(16777216) |
diamant region |
MINIAPPS_DIALOGS_METRICS
Stores an hourly overview of the dialogs with basic metrics. Scans the dialogs table and only root flows.
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
DIALOGS |
NUMBER(38,0) |
count of dialogs |
|
TOTALDURATION |
NUMBER(38,0) |
total duration in seconds |
|
SS_TRANSFERRED |
NUMBER(38,0) |
count of transferred with at least 1 completed SS |
|
TRANSFERRED |
NUMBER(38,0) |
count of transferred calls |
|
CONTAINED |
NUMBER(38,0) |
count of contained calls,
|
|
ABANDONED |
NUMBER(38,0) |
count of abandoned calls,
|
|
TERMINATED |
NUMBER(38,0) |
count of terminated calls,
|
|
ERROR |
NUMBER(38,0) |
count of errors |
|
OTHER |
NUMBER(38,0) |
count of calls that are not on the above categories |
|
TOTALNOINPUTS |
NUMBER(38,0) |
sum of no inputs |
|
TOTALNOMATCHES |
NUMBER(38,0) |
sum of no matches |
|
TOTALSTEPS |
NUMBER(38,0) |
sum of total steps |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
DIALOGDATE |
TIMESTAMP_NTZ(9) |
timestamp truncated to the hour |
|
LANGUAGE |
VARCHAR(16777216) |
lagnuage |
|
MINIAPPID |
VARCHAR(16777216) |
app id |
|
MINIAPPNAME |
VARCHAR(16777216) |
app name |
|
MINIAPPTYPE |
VARCHAR(16777216) |
app type |
|
CHANNEL |
VARCHAR(16777216) |
The communication channel. |
|
REGION |
VARCHAR(16777216) |
diamant region |
MINIAPPS_METRICS
Stores an hourly overview of the miniApp data (not flows). It counts the invocations with the globalresult on the miniApps.
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
TOTALINVOCATIONS |
NUMBER(38,0) |
count of invocations |
|
DTMFESCAPEKEYTASKS |
NUMBER(38,0) |
sum of dtmfEscapeKey globalresults |
|
SUCCESSFULTASKS |
NUMBER(38,0) |
sum of success globalresults |
|
FAILEDTASKS |
NUMBER(38,0) |
sum of fail globalresults |
|
ERRORTASKS |
NUMBER(38,0) |
sum of error globalresults |
|
HANGEDUPTASKS |
NUMBER(38,0) |
sum of hang up globalresults |
|
OTHERTASKS |
NUMBER(38,0) |
sum of other globalresults |
|
TOTALDURATION |
NUMBER(38,0) |
sum of duration in seconds |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
DIALOGDATE |
TIMESTAMP_NTZ(9) |
timestamp truncated to the hour |
|
MINIAPPTYPE |
VARCHAR(16777216) |
app type |
|
LANGUAGE |
VARCHAR(16777216) |
language |
|
MINIAPPID |
VARCHAR(16777216) |
app id |
|
MINIAPPFAILREASON |
VARCHAR(16777216) |
fail reason where globalresult is fail |
|
MINIAPPNAME |
VARCHAR(16777216) |
app name |
|
CHANNEL |
VARCHAR(16777216) |
channel |
|
REGION |
VARCHAR(16777216) |
diamant region |
MINIAPPS_SESSION_METRICS
Stores an hourly overview of the total session as long as the total 10sec increments. We scan only the dialogs table.
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
SESSIONS |
NUMBER(38,0) |
total sessions |
|
DURATION10SEC |
NUMBER(38,0) |
10sec increments |
|
TOTALDURATION |
NUMBER(38,0) |
total duration |
|
CNTOFMINIAPPTYPES |
NUMBER(38,0) |
count of flow types |
|
CNTOFMINIAPPNAMES |
NUMBER(38,0) |
count of flow names |
|
INVOCATIONS |
NUMBER(38,0) |
total invocations |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
DIALOGDATE |
TIMESTAMP_NTZ(9) |
timestamp truncated to the hour |
|
CHANNEL |
VARCHAR(16777216) |
channel |
|
REGION |
VARCHAR(16777216) |
diamant region |
VB_ENROLMENT_METRICS
Stores an hourly overview of the enrolment events meaning the enrolment requests and the voiceprint fail reasons. We scan only the vb_enrolment table.
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
ENROLMENT_REQUESTS |
NUMBER(38,0) |
count of enrollments |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
VOICEPRINTDATE |
TIMESTAMP_NTZ(9) |
timestamp truncated to the hour |
|
VOICEPRINT_FAILREASON |
VARCHAR(16777216) |
voiceprint fail reason if failed |
|
VOICEPRINT_FAIL |
BOOLEAN |
true if the voiceprint failed |
|
ORIGIN |
VARCHAR(16777216) |
The origin of the enrolment |
|
REGION |
VARCHAR(16777216) |
diamant region |
VB_VERIFICATION_METRICS
Stores an hourly overview of the verification events. We only scan the verification table and for each dialogid we keep the step with the highest verification score
The Metric columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
DIALOGS_COUNT |
NUMBER(38,0) |
count of dialogs |
|
SPEECHDURATION |
FLOAT |
sum of speechduration |
|
VERIFICATIONSCORE |
FLOAT |
sum of verification score as it is on the verification table |
The Primary Key columns of the table are:
|
Column |
Type |
Description |
|---|---|---|
|
VERIFICATIONDATE |
TIMESTAMP_NTZ(9) |
timestamp truncated to the hour |
|
VERIFICATIONRESULT |
VARCHAR(16777216) |
verification result |
|
SPEECHDURATION_GROUPS |
VARCHAR(16777216) |
we group the speech duration into groups |
|
VERIFICATIONORIGIN |
VARCHAR(16777216) |
The origin of the verification. |
|
REGION |
VARCHAR(16777216) |
region |