public.vwconvvoiceoverviewdata

public.vwconvvoiceoverviewdata

Description

View for conversation voice overview data combining voice analytics with conversation summary data

Table Definition
CREATE VIEW vwconvvoiceoverviewdata AS (
 SELECT cv.conversationid,
    cv.sentimentscore,
    cv.sentimenttrend,
    cv.agentdurationpercentage,
    cv.customerdurationpercentage,
    cv.silencedurationpercentage,
    cv.overtalkdurationpercentage,
    cv.overtalkcount,
    cv.ivrdurationpercentage,
    cv.acddurationpercentage,
    cv.otherdurationpercentage,
    cs.conversationstartdate,
    cs.conversationstartdateltc,
    cs.conversationenddate,
    cs.conversationenddateltc,
    cs.ttalkcomplete,
    cs.ani,
    cs.dnis,
    cs.firstmediatype,
    cs.divisionid,
    cs.firstqueueid,
    cs.firstqueuename,
    cs.lastqueueid,
    cs.lastqueuename,
    cs.firstagentid,
    cs.firstagentname,
    cs.firstagentdepartment AS firstagentdept,
    cs.firstagentmanagerid,
    cs.firstagentmanager AS firstagentmanagername,
    cs.lastagentid,
    cs.lastagentname,
    cs.lastagentdepartment AS lastagentdept,
    cs.lastagentmanagerid,
    cs.lastagentmanager AS lastagentmanagername,
    cs.firstwrapupcode,
    cs.firstwrapname AS firstwrapupname,
    cs.lastwrapupcode,
    cs.lastwrapname AS lastwrapupname,
    dd.name AS divisionname
   FROM ((convvoiceoverviewdata cv
     LEFT JOIN vwconvsummarydata cs ON (((cs.conversationid)::text = (cv.conversationid)::text)))
     LEFT JOIN divisiondetails dd ON (((cs.divisionid)::text = (dd.id)::text)))
)

Columns

Name Type Default Nullable Children Parents Comment
conversationid varchar(50) true Conversation GUID
sentimentscore numeric(20,2) true Voice sentiment analysis score
sentimenttrend numeric(20,2) true Voice sentiment trend analysis
agentdurationpercentage numeric(20,2) true Percentage of conversation duration spoken by agent
customerdurationpercentage numeric(20,2) true Percentage of conversation duration spoken by customer
silencedurationpercentage numeric(20,2) true Percentage of conversation duration in silence
overtalkdurationpercentage numeric(20,2) true Percentage of conversation duration with overtalk
overtalkcount integer true Number of overtalk instances in conversation
ivrdurationpercentage numeric(20,2) true Percentage of conversation duration in IVR
acddurationpercentage numeric(20,2) true Percentage of conversation duration in ACD
otherdurationpercentage numeric(20,2) true Percentage of conversation duration in other states
conversationstartdate timestamp without time zone true Conversation start date (UTC)
conversationstartdateltc timestamp without time zone true Conversation start date (local time)
conversationenddate timestamp without time zone true Conversation end date (UTC)
conversationenddateltc timestamp without time zone true Conversation end date (local time)
ttalkcomplete numeric(20,2) true Total talk time complete
ani varchar(400) true Automatic Number Identification (caller ID)
dnis varchar(400) true Dialed Number Identification Service
firstmediatype varchar(50) true First media type of conversation
divisionid varchar(50) true Division GUID
firstqueueid varchar(50) true First queue GUID
firstqueuename varchar(255) true First queue name
lastqueueid varchar(50) true Last queue GUID
lastqueuename varchar(255) true Last queue name
firstagentid varchar(50) true First agent GUID
firstagentname varchar(200) true First agent name
firstagentdept varchar(200) true First agent department
firstagentmanagerid varchar(50) true First agent manager GUID
firstagentmanagername varchar(200) true First agent manager name
lastagentid varchar(50) true Last agent GUID
lastagentname varchar(200) true Last agent name
lastagentdept varchar(200) true Last agent department
lastagentmanagerid varchar(50) true Last agent manager GUID
lastagentmanagername varchar(200) true Last agent manager name
firstwrapupcode varchar(255) true First wrap-up code GUID
firstwrapupname varchar(255) true First wrap-up code name
lastwrapupcode varchar(255) true Last wrap-up code GUID
lastwrapupname varchar(255) true Last wrap-up code name
divisionname varchar(50) true Division name

Referenced Tables

Name Columns Comment Type
public.convvoiceoverviewdata 20 Voice Analysis Overview Data BASE TABLE
public.vwconvsummarydata 68 See ConvSummaryData - Expands all the GUIDs with their lookups VIEW
public.divisiondetails 4 BASE TABLE

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