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Callback KVPs

KVP Description Info Mart Database Target

_CB_TENANT_DBID

The Tenant DBID. CALLBACK_FACT.TENANT_KEY

_CB_SERVICE_ID*

The ID of the callback service request. Depending on the scenario, the value equals the ID of the GMS service instance or ID of the ORS session. CALLBACK_FACT.SERVICE_ID

_CB_FINAL_RECORD

Indicates whether this is a final record about this callback service: 0 = No, 1 = Yes. CALLBACK_FACT.FINAL_RECORD

_CB_EWT_WHEN_READY_TO_START_MEDIA_IXN

The value of Expected Wait Time (EWT), in seconds, for the service request when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.EWT_READY_TO_START_IXN

_CB_EWT_WHEN_CALLBACK_WAS_OFFERED

The value of EWT, in seconds, at the time the callback was offered. CALLBACK_FACT.EWT_WHEN_OFFERED

_CB_POS_WHEN_READY_TO_START_MEDIA_IXN

The customer position in the queue when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.POS_READY_TO_START_IXN

_CB_POS_WHEN_CALLBACK_WAS_OFFERED

The customer position in the queue when callback was offered. CALLBACK_FACT.POS_WHEN_OFFERED

_CB_D_CALLBACK_OFFER

The duration of the callback offer, in seconds. CALLBACK_FACT.CALLBACK_OFFER_TIME

_CB_D_WAITING_FOR_AGENT_OFFLINE

The amount of time, in seconds, the customer was waiting offline for an agent to become available. CALLBACK_FACT.WAIT_AGENT_OFFLINE_TIME

_CB_D_ESTABLISH_MEDIA_IXN

The amount of time, in seconds, it took to establish the callback interaction, such as an outbound call. CALLBACK_FACT.ESTABLISH_MEDIA_IXN_TIME

_CB_D_CUSTOMER_CONNECTED_WAITING_FOR_AGENT

The amount of time, in seconds, the customer was waiting to be connected to the agent after the callback interaction was established. CALLBACK_FACT.CONN_WAITING_AGENT_TIME

_CB_T_CALLBACK_ACCEPTED*

The UTC timestamp when the callback offer was accepted. CALLBACK_FACT.CALLBACK_ACCEPTED_TS

_CB_T_CALLBACK_OFFERED

The UTC timestamp when the callback was offered. CALLBACK_FACT.CALLBACK_OFFERED_TS

_CB_T_READY_TO_START_MEDIA_IXN

The UTC timestamp when the contact center was ready to start the callback interaction. The value matches the time of either an outbound dialing attempt or a push notification prompting the customer to start a call or chat session. CALLBACK_FACT.READY_START_MEDIA_IXN_TS

_CB_T_CUSTOMER_CONNECTED*

The UTC timestamp when the customer was reconnected to the contact center and started waiting for an agent to be connected. CALLBACK_FACT.CUSTOMER_CONNECTED_TS

_CB_N_AGENT_ADDED_TO_IXN

Indicates whether the agent was successfully added to the callback interaction: 0 = No, 1 = Yes. CALLBACK_FACT.AGENT_ADDED_TO_IXN

_CB_N_TRANSFER_TO_AGENT_FAILED

Number of times the callback interaction failed to transfer to the agent. CALLBACK_FACT.XFER_TO_AGENT_FAILED

_CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT

Indicates whether the customer abandoned the callback interaction while waiting to be connected to an agent: 0 = No, 1 = Yes. CALLBACK_FACT.ABANDONED_WAITING

_CB_N_TIMEOUT_WHILE_WAITING_FOR_AGENT

Indicates whether the customer was disconnected because the timeout for waiting for an agent was reached: 0 = No, 1 = Yes. CALLBACK_FACT.TIMEOUT_WAITING

_CB_N_IXN_REQ_AGENT

Indicates whether the interaction required agent assistance: 0 = No, 1 = Yes. CALLBACK_FACT.IXN_REQ_AGENT

_CB_N_CALLBACK_OFFERED

Indicates whether callback was offered, at least once, during the session: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_OFFERED

_CB_N_CALLBACK_ACCEPTED

Indicates whether a callback offer was accepted: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_ACCEPTED

_CB_N_CALLBACK_MEDIA_ATTEMPTS

The total number of callback attempts or notifications, both successful and unsuccessful. CALLBACK_FACT.CALLBACK_ATTEMPTS

_CB_T_SERVICE_START*

The UTC timestamp when the callback service started. This value represents either the time of the callback request or the time that the callback offer was played, depending on deployment. CALLBACK_FACT.SERVICE_START_TS, CALLBACK_FACT.START_DATE_TIME_KEY

_CB_DIM_VQ_DBID

The DBID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY

VQ_CFG_TYPE_ID

The configuration type ID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY

VQ_CFG_TYPE

The configuration type of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY

_CB_DIM_VQ

The virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY

_CB_DIM_CHANNEL

The interaction channel from which the callback originated. One of the following values:
  • IVR
  • WEB
  • MOBILE
 CALLBACK_DIM_1.CHANNEL

_CB_DIM_CALLBACK_OFFER_TYPE

The type of callback offer that was presented to the customer. For example, after business hours, SCHEDULED is the only available option; during business hours, business rules might allow only the WAIT_FOR_AGENT option or a combination of SCHEDULED and WAIT_FOR_AGENT. One of the following values:
  • SCHEDULED
  • WAIT_FOR_AGENT
  • COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT
 CALLBACK_DIM_1.CALLBACK_OFFER_TYPE

_CB_DIM_TYPE

The type of callback the customer requested. One of the following values:
  • IMMEDIATE - The interaction is created right away while the customer is waiting for the agent (in an online chat session or waiting for a voice call).
  • WAIT_FOR_AGENT - The interaction is delayed until the agent is about to become available or actually becomes available (as in an agent first scenario).
  • SCHEDULED - The time for the callback interaction is negotiated with the customer.
  • CANCELLED - The callback request is canceled, for any reason, either by the customer (before the agent is connected) or by the system (or an administrator).
 CALLBACK_DIM_1.CALLBACK_TYPE

_CB_DIM_CONNECT_ORDER

The order in which the final callback interaction was connected. One of the following values:
  • CUSTOMER_FIRST
  • AGENT_FIRST_PREVIEW
  • AGENT_FIRST_NO_PREVIEW
 CALLBACK_DIM_1.CONNECT_ORDER

_CB_DIM_DIAL_DIALOG_RESULT

The result of the final dialog for the callback. One of the following values:
  • RIGHT_PERSON
  • RESCHEDULED
  • CANCELLED
  • TRANSFERRED_TO_RP
  • PERSON
 CALLBACK_DIM_2.DIAL_DIALOG_RESULT

_CB_DIM_CALL_DIRECTION

The direction of the final callback interaction. One of the following values:
  • CUSTOMER_TERMINATED - Outbound Callback scenarios in which the contact center is dialing out to the customer's number.
  • CUSTOMER_ORIGINATED - Inbound Callback scenarios in which the contact center notifies the customer-facing application that it is time for the callback interaction, after which the application creates the interaction (such as a call or chat), obtaining the phone number if necessary. In this scenario, a customer call comes into the contact center as a regular inbound call, but it is recognized as the callback interaction.
 CALLBACK_DIM_2.CALL_DIRECTION

_CB_DIM_FINAL_DIAL_RESULT

The result of the final callback dialing attempt. One of the following values:
  • BUSY
  • NO_ANSWER
  • ANSWERING_MACHINE
  • ERROR_TONE
  • FAX
  • PERSON
  • REDIAL_LIMIT_REACHED
  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
  • PUSH_DELIVERY_CONFIRMED
  • PUSH_SEND_ERROR
  • PUSH_DELIVERY_NOT_CONFIRMED
  • USERORIGINATED_CONNECTED

Note: FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.

CALLBACK_DIM_2.FINAL_DIAL_RESULT

_CB_DIM_OFFER_TIMING

Specifies whether the callback offer was made during operational (business) or non-operational hours. One of the following values:
  • ON-HOURS
  • OFF-HOURS
 CALLBACK_DIM_2.OFFER_TIMING

_CB_DIM_FINAL_TARGET

The routing target that was used to find the agent. CALLBACK_DIM_3.FINAL_TARGET

_CB_TENANT_DBID

The Tenant DBID. CALLBACK_FACT.TENANT_KEY

_CB_SERVICE_ID*

The ID of the callback service request. Depending on the scenario, the value equals the ID of the GMS service instance or ID of the ORS session. CALLBACK_FACT.SERVICE_ID

_CB_FINAL_RECORD

Indicates whether this is a final record about this callback service: 0 = No, 1 = Yes. CALLBACK_FACT.FINAL_RECORD

_CB_EWT_WHEN_READY_TO_START_MEDIA_IXN

The value of Expected Wait Time (EWT), in seconds, for the service request when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.EWT_READY_TO_START_IXN

_CB_EWT_WHEN_CALLBACK_WAS_OFFERED

The value of EWT, in seconds, at the time the callback was offered. CALLBACK_FACT.EWT_WHEN_OFFERED

_CB_POS_WHEN_READY_TO_START_MEDIA_IXN

The customer position in the queue when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.POS_READY_TO_START_IXN

_CB_POS_WHEN_CALLBACK_WAS_OFFERED

The customer position in the queue when callback was offered. CALLBACK_FACT.POS_WHEN_OFFERED

_CB_D_CALLBACK_OFFER

The duration of the callback offer, in seconds. CALLBACK_FACT.CALLBACK_OFFER_TIME

_CB_D_WAITING_FOR_AGENT_OFFLINE

The amount of time, in seconds, the customer was waiting offline for an agent to become available. CALLBACK_FACT.WAIT_AGENT_OFFLINE_TIME

_CB_D_ESTABLISH_MEDIA_IXN

The amount of time, in seconds, it took to establish the callback interaction, such as an outbound call. CALLBACK_FACT.ESTABLISH_MEDIA_IXN_TIME

_CB_D_CUSTOMER_CONNECTED_WAITING_FOR_AGENT

The amount of time, in seconds, the customer was waiting to be connected to the agent after the callback interaction was established. CALLBACK_FACT.CONN_WAITING_AGENT_TIME

_CB_T_CALLBACK_ACCEPTED*

The UTC timestamp when the callback offer was accepted. CALLBACK_FACT.CALLBACK_ACCEPTED_TS

_CB_T_CALLBACK_OFFERED

The UTC timestamp when the callback was offered. CALLBACK_FACT.CALLBACK_OFFERED_TS

_CB_T_READY_TO_START_MEDIA_IXN

The UTC timestamp when the contact center was ready to start the callback interaction. The value matches the time of either an outbound dialing attempt or a push notification prompting the customer to start a call or chat session. CALLBACK_FACT.READY_START_MEDIA_IXN_TS

_CB_T_CUSTOMER_CONNECTED*

The UTC timestamp when the customer was reconnected to the contact center and started waiting for an agent to be connected. CALLBACK_FACT.CUSTOMER_CONNECTED_TS

_CB_N_AGENT_ADDED_TO_IXN

Indicates whether the agent was successfully added to the callback interaction: 0 = No, 1 = Yes. CALLBACK_FACT.AGENT_ADDED_TO_IXN

_CB_N_TRANSFER_TO_AGENT_FAILED

Number of times the callback interaction failed to transfer to the agent. CALLBACK_FACT.XFER_TO_AGENT_FAILED

_CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT

Indicates whether the customer abandoned the callback interaction while waiting to be connected to an agent: 0 = No, 1 = Yes. CALLBACK_FACT.ABANDONED_WAITING

_CB_N_TIMEOUT_WHILE_WAITING_FOR_AGENT

Indicates whether the customer was disconnected because the timeout for waiting for an agent was reached: 0 = No, 1 = Yes. CALLBACK_FACT.TIMEOUT_WAITING

_CB_N_IXN_REQ_AGENT

Indicates whether the interaction required agent assistance: 0 = No, 1 = Yes. CALLBACK_FACT.IXN_REQ_AGENT

_CB_N_CALLBACK_OFFERED

Indicates whether callback was offered, at least once, during the session: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_OFFERED

_CB_N_CALLBACK_ACCEPTED

Indicates whether a callback offer was accepted: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_ACCEPTED

_CB_N_CALLBACK_MEDIA_ATTEMPTS

The total number of callback attempts or notifications, both successful and unsuccessful. CALLBACK_FACT.CALLBACK_ATTEMPTS

_CB_T_SERVICE_START*

The UTC timestamp when the callback service started. This value represents either the time of the callback request or the time that the callback offer was played, depending on deployment. CALLBACK_FACT.SERVICE_START_TS, CALLBACK_FACT.START_DATE_TIME_KEY

_CB_DIM_VQ_DBID

The DBID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY

VQ_CFG_TYPE_ID

The configuration type ID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY

VQ_CFG_TYPE

The configuration type of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY

_CB_DIM_VQ

The virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY

_CB_DIM_CHANNEL

The interaction channel from which the callback originated. One of the following values:
  • IVR
  • WEB
  • MOBILE
 CALLBACK_DIM_1.CHANNEL

_CB_DIM_CALLBACK_OFFER_TYPE

The type of callback offer that was presented to the customer. For example, after business hours, SCHEDULED is the only available option; during business hours, business rules might allow only the WAIT_FOR_AGENT option or a combination of SCHEDULED and WAIT_FOR_AGENT. One of the following values:
  • SCHEDULED
  • WAIT_FOR_AGENT
  • COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT
 CALLBACK_DIM_1.CALLBACK_OFFER_TYPE

_CB_DIM_TYPE

The type of callback the customer requested. One of the following values:
  • IMMEDIATE - The interaction is created right away while the customer is waiting for the agent (in an online chat session or waiting for a voice call).
  • WAIT_FOR_AGENT - The interaction is delayed until the agent is about to become available or actually becomes available (as in an agent first scenario).
  • SCHEDULED - The time for the callback interaction is negotiated with the customer.
  • CANCELLED - The callback request is canceled, for any reason, either by the customer (before the agent is connected) or by the system (or an administrator).
 CALLBACK_DIM_1.CALLBACK_TYPE

_CB_DIM_CONNECT_ORDER

The order in which the final callback interaction was connected. One of the following values:
  • CUSTOMER_FIRST
  • AGENT_FIRST_PREVIEW
  • AGENT_FIRST_NO_PREVIEW
 CALLBACK_DIM_1.CONNECT_ORDER

_CB_DIM_DIAL_DIALOG_RESULT

The result of the final dialog for the callback. One of the following values:
  • RIGHT_PERSON
  • RESCHEDULED
  • CANCELLED
  • TRANSFERRED_TO_RP
  • PERSON
 CALLBACK_DIM_2.DIAL_DIALOG_RESULT

_CB_DIM_CALL_DIRECTION

The direction of the final callback interaction. One of the following values:
  • CUSTOMER_TERMINATED - Outbound Callback scenarios in which the contact center is dialing out to the customer's number.
  • CUSTOMER_ORIGINATED - Inbound Callback scenarios in which the contact center notifies the customer-facing application that it is time for the callback interaction, after which the application creates the interaction (such as a call or chat), obtaining the phone number if necessary. In this scenario, a customer call comes into the contact center as a regular inbound call, but it is recognized as the callback interaction.
 CALLBACK_DIM_2.CALL_DIRECTION

_CB_DIM_FINAL_DIAL_RESULT

The result of the final callback dialing attempt. One of the following values:
  • BUSY
  • NO_ANSWER
  • ANSWERING_MACHINE
  • ERROR_TONE
  • FAX
  • PERSON
  • REDIAL_LIMIT_REACHED
  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
  • PUSH_DELIVERY_CONFIRMED
  • PUSH_SEND_ERROR
  • PUSH_DELIVERY_NOT_CONFIRMED
  • USERORIGINATED_CONNECTED

Note: FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.

CALLBACK_DIM_2.FINAL_DIAL_RESULT

_CB_DIM_OFFER_TIMING

Specifies whether the callback offer was made during operational (business) or non-operational hours. One of the following values:
  • ON-HOURS
  • OFF-HOURS
 CALLBACK_DIM_2.OFFER_TIMING

_CB_DIM_FINAL_TARGET

The routing target that was used to find the agent. CALLBACK_DIM_3.FINAL_TARGET
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