Contact Center Customer Call
Entity
Name: Contact Center Customer Call
An instance of a customer support call as recorded by a CSR at a contact center.
Details
- Industry Domain:
Customer - Relational Table Name:
CONTACT_CENTER_CUSTOMER_CALL - JSON View Name:
CONTACT_CENTER_CUSTOMER_CALL#JSON - Ontology Class:
ewok:ContactCenterCustomerCall
Properties
| Name | General Data Type | Oracle Data Type | Relational Column | Required? | Primary Key? | Validations | Related Graph Object |
|---|---|---|---|---|---|---|---|
| contact center customer call id | string | VARCHAR2 | CONTACT_CENTER_CUSTOMER_CALL_ID |
Yes | Yes | Must match regex pattern | ewok:ContactCenterCustomerCall |
| telephone country code | integer | NUMBER | TELEPHONE_COUNTRY_CODE |
Yes | core:TelephoneNumber | ||
| telephone number | integer | NUMBER | TELEPHONE_NUMBER |
Yes | core:TelephoneNumber | ||
| telephone number type | string | VARCHAR2 | TELEPHONE_NUMBER_TYPE |
Must match values in enumerated list from graph | core:AddressType.Phone | ||
| call start date time | dateTimeStamp | TIMESTAMP | CALL_START_DATE_TIME |
Yes | ewok:ContactCenterCustomerCall | ||
| call end date time | dateTimeStamp | TIMESTAMP | CALL_END_DATE_TIME |
Yes | ewok:ContactCenterCustomerCall | ||
| utility account id | string | VARCHAR2 | UTILITY_ACCOUNT_ID |
ewok:UtilityBilling.UtilityAccount | |||
| utility location id | string | VARCHAR2 | UTILITY_LOCATION_ID |
ewok:Location.Utility | |||
| party id | string | VARCHAR2 | PARTY_ID |
core:Party | |||
| call reason type | string | VARCHAR2 | CALL_REASON_TYPE |
Must match values in enumerated list from graph | ewok:CallReasonType | ||
| call duration seconds | double | NUMBER | CALL_DURATION_SECONDS |
ewok:ContactCenterCustomerCall | |||
| wait seconds for customer | integer | NUMBER | WAIT_SECONDS_FOR_CUSTOMER |
ewok:ContactCenterCustomerCall | |||
| talk interaction seconds | integer | NUMBER | TALK_INTERACTION_SECONDS |
ewok:ContactCenterCustomerCall | |||
| hold seconds for customer | integer | NUMBER | HOLD_SECONDS_FOR_CUSTOMER |
ewok:ContactCenterCustomerCall | |||
| wrap seconds for csr | integer | NUMBER | WRAP_SECONDS_FOR_CSR |
ewok:ContactCenterCustomerCall | |||
| csr id | string | VARCHAR2 | CSR_ID |
Must match regex pattern | ewok:ContactCenterCustomerCall | ||
| csr notes | string | VARCHAR2 | CSR_NOTES |
ewok:ContactCenterCustomerCall | |||
| call transcript | string | VARCHAR2 | CALL_TRANSCRIPT |
ewok:ContactCenterCustomerCall |