Interaction Data Reference Guide (Compliance) - NP - 3 5 PDF

Interaction Data Reference Guide
October 2010
385A0556-63 Rev. A2
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385A0556-63 Rev. A2
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Contents
1
What is the Interaction Data Reference Guide?
Whats New in Release 3.5? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Defining Alias Names via System Administrator . . . . . . . . . . . . . . . . . . . . . . . 9
Activating/Deactivating Data Columns via System Administrator . . . . . . . . 11
Defining Interaction Data Privileges via Users Administrator . . . . . . . . . . . 13
Choosing Query Columns via Interactions/Investigations . . . . . . . . . . . . . . 14
Querying Free Expressions via Interactions/Investigations . . . . . . . . . . . . . 15
Defining a Rule Filter using Expressions via Rules Manager . . . . . . . . . . . . 16
Defining Scorecard Lists via Rules Manager. . . . . . . . . . . . . . . . . . . . . . . . . 17
Defining Storage File Names via Rules Manager. . . . . . . . . . . . . . . . . . . . . . 18
2
Interaction Data Fields
19
Resource ID List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Exception Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
3
Index of Aliases per Table
95
Contents
NICE Perform Compliance Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
Blank page for double-sided printing.
1
What is the Interaction Data Reference
Guide?
What is the purpose of this reference guide?
Interaction data fields represent NICE Perform database columns. In several applications, users
must select interaction data fields to accomplish different tasks. To enable users to select the
appropriate interaction data fields, this guide provides a brief description of each interaction data
field as well as the corresponding physical database parameters.
When do I use interaction data?
Interaction data is used to perform tasks in several NICE Perform applications.

Application
Task using interaction data
System Administrator
Defining interaction data aliases. See Defining Alias Names via

System Administrator on page 9.
Activating/deactivating data columns. See Activating/Deactivating
Data Columns via System Administrator on page 11.
Users Administrator
Defining interaction data privileges. See Defining Interaction Data

Privileges via Users Administrator on page 13.
Interactions/
Investigations
Defining a query via Free Expressions. See Querying Free

Expressions via Interactions/Investigations on page 15.
Choosing columns to display (in the query results table) via
Preferences. See Choosing Query Columns via Interactions/
Investigations on page 14.
Rules Manager
Defining a filter for a rule. See Defining a Rule Filter using

Expressions via Rules Manager on page 16.
Defining a scorecard definition. See Defining Scorecard Lists via
Rules Manager on page 17.
Defining a storage file name. See Defining Storage File Names via
Rules Manager on page 18.
Chapter 1: What is the Interaction Data Reference Guide?

How can this reference guide help me?
In most cases, users select interaction data from drop-down lists organized in alphabetical order.
Therefore, the interaction data reference table is organized in alphabetical order, according to alias
names. In the case of free expressions, the interaction data is organized according to database
tables. Therefore an Index is provided which lists database tables with their corresponding
interaction data.
Which interaction data are not described in this reference guide?
Each site can have customized database columns. These interaction data are not described in this
guide, since they are unique to each site. The database columns are added to the tblReservedxx
database table and appear on the Reserved tab in the System Administrator. They appear as
interaction data throughout the interface.
The customized database columns are generated from the following sources:
Classification and Scoring rules: Each time an administrator creates a rule via the Rules
Manager, a corresponding database column is added to the database. The interaction data alias
name is the rule name and the database column name is compressed without spaces.
Business Data: An administrator can create business data columns via the System
Administrator. Each column has an alias name and a column name.
Database fields received from the switch: In each environment, different database fields are
added to the database directly from the switch. such as Call ID, Client DTMF and UCID.

Whats New in Release 3.5?
Whats New in Release 3.5?
All Interaction Data Fields (Aliases) for Screen Analysis have now been changed to read
Desktop Analytics.
New Interaction Data Fields (Aliases) have been added to reflect the new Real-time Impact
Solution.
Querying Free Expressions via Interactions/Investigations on page 15 has been updated.
Exception Types on page 87 has been updated.
Defining Alias Names via System Administrator

Each database column has a default alias name. This alias name appears in several areas of the
interface as the interaction data field. If you want to customize the interaction data fields for your
organization, you can define different alias names via the System Administrator.
In System Administrator, navigate in the Organization tree to the database server that includes the
Administration database. Click the Columns tab. The Column Details appear.
In the Alias Column Name field, you can define customized alias names. See System
Administrators Guide for details.

Defining Alias Names via System Administrator
TIP: If you sort the table according to the Table column, use the Index in this guide to view
the database tables and their corresponding interaction data descriptions.

10
Activating/Deactivating Data Columns via System Administrator
Activating/Deactivating Data Columns via System

Administrator
NOTE: The system is installed with the data fields ready-for-use. Use this procedure
only when further customization is necessary.
Each data field can be activated or deactivated separately for viewing, editing, and querying
ability. Activating and deactivating data columns is done by accessing the Administrator database.
The Columns tab is only accessible for the Administration database.
To view/edit/query a data column in other applications,
The user must be given privileges to view/edit/query the data via the Users Administrator.
The column must be appropriately selected in the application. For example, in the Business
Analyzer, you display columns using the Preferences window.
To activate/deactivate data columns:

1. Log in to the NICE Perform Application Suite. From the Administration menu, select
System Administrator.
To add or edit components in the System Administrator, you must work in Technician Mode.
2. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
3. In the Organization tree, select the database server that includes the Administration database
and click the Columns tab.

11
Activating/Deactivating Data Columns via System Administrator
4. Use the horizontal scroll bar to display the Viewable, Editable, and Queriable columns:
5. To allow view, edit, and query privileges to be granted for a column, select the appropriate
Viewable, Editable, and Queriable checkboxes.
6. Click Save

12
Defining Interaction Data Privileges via Users Administrator
Defining Interaction Data Privileges via Users

Administrator
Your system is provided with a default profile called BasicColumnsPrivileges. This profile
includes view and query privileges to the most common data fields. It is attached to the All Users
group. This means that all users in your organization tree will have view (and some query)
privileges to most data columns.
You can create additional profiles and add more privileges for interaction data fields as follows:
In Users Administrator, open the Profile details. Click Add Resource and select Add
Interaction Data. The Select Interaction Data Privileges window appears.
Select the interaction data privileges by selecting the appropriate checkboxes:
View: Enables the user to view the data column.
Edit: Enables the user to change the value of a data column.
Query: Enables the user to run a query using this data column as search criteria.
Filter: This is not a privilege. This opens a filter box so that you can select a range of data
from the selected data field.

See Users Administrators Guide for details.

13
Choosing Query Columns via Interactions/Investigations
Choosing Query Columns via Interactions/Investigations

When you run a query in Interactions or Investigations, you can determine which columns to
display in the Results pane (Table view). The columns that are available for your selection
correspond to those interaction data fields for which you were given View privileges (via a Users
Administrator profile).
In Interactions/Investigations, click Preferences
. The Preferences window appears.
Scroll to the Table View area, and select which columns will appear in the Results pane. See
Investigations Guide for details.

14
Querying Free Expressions via Interactions/Investigations
Querying Free Expressions via Interactions/Investigations

You can build customized query criteria by defining expressions. When defining an expression,
you must select an interaction data field and then define an operator and a value. The columns that
are available for your selection correspond to those interaction data fields for which you were
given Query privileges (via a Users Administrator profile).
In Interactions, create a query and open the Advanced Query window. In the Advanced Query
window, click the Free Expressions tab.
Investigations, create an investigation and then in the Definitions tab, click Interaction Filters
, and then click the Free Expressions tab.
Define an expression by selecting an interaction data field from the Field list, selecting an operator
and defining a value. You can define several expressions. See Investigations Guide for details.
TIP: The Field list is organized by database tables. Use the Index in this guide to view the
corresponding interaction data field descriptions for each database table.

15
Defining a Rule Filter using Expressions via Rules Manager
Defining a Rule Filter using Expressions via Rules Manager

When defining a rule, you must define a rule Filter. A Filter is the criteria for selecting
interactions.
When defining a Filter, you can create one or several customized expressions. Each time you
define an expression, you must select an interaction data field and then define an operator and a
value.
Open Rules Manager and create a rule. In the Filter window, click the Expressions tab. Build an
expression using the drop-down lists for each editing field. See Rules Manager Guide for details.

16
Defining Scorecard Lists via Rules Manager
Defining Scorecard Lists via Rules Manager

Each time you create a Scoring rule via the Rules Manager, you must define one or more
Scorecard lists for the rule. The scorecard list is a a point value system for a field of the interaction
that you want to score. For example, assign a point value to the number of times a caller was
placed on hold and/or transferred.
When you define a scorecard list, you must select an interaction data field and assign it a weight
and a value.
Open Rules Manager and create a Scoring rule. In the Defined Scorecard List area, click New.
The Scorecard Definition window appears.
From the Categories dropdown list, select an interaction data field. Assign a weight and a value
or range of values. See Rules Manager Guide for details.

17
Defining Storage File Names via Rules Manager
Defining Storage File Names via Rules Manager

In the Storage tab of the Rules Manager, you create the Storage Center storage rules. For each
rule, you can define a naming convention for the archived files. To define a naming convention,
you select interaction data fields.
Open Rules Manager and define a Storage rule. In the Storage Center Action window, click the
File Name Mask tab.
Select the interaction data fields that will appear in the file names. You cannot remove or reorder
the following fields: Site_ID, Segment_ID and Recording_ID.

18
2
Interaction Data Fields
The following table describes each interaction data field and provides the corresponding physical database parameters. This table is
organized in alphabetical order according to alias names. These alias names are the default column names that appear in the interface.
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?
Physical Database Parameters

Type
Database
Table
Database
Column Name
AA Task ID
The unique identifier of the

AA task (Used by the Insight
Manager).
uniqueide
ntifier
nice_ca
vwFinishedI
MInteractions
uiTaskId
Audit Group ID
ID number assigned to the

audit group.
integer
nice_audit
tblAuditGrou
pMessage
iAuditGroupId
Audit Group
Message Type ID
Internal ID mapping the

audit group and the
message type ID.
integer
nice_audit
tblAuditGrou
pMessage
iMessageType
Audit Group
Resource Type ID
Resource ID of an audit
message. Each ID
corresponds to resource.
See Resource ID List
on page 84.
integer
nice_audit
tblAuditGrou
pMessage
iResourceType
Chapter 2: Interaction Data Fields

19
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Audit Initiator User

ID
User ID of the user

performing the action
(corresponding to the audit
message).
integer
nice_audit
tblAuditMess
age
iInitiator UserId
Audit Message ID
Internal ID representing an
audit message.
integer
nice_audit
tblAuditMess
age
iMessageId
Audit Message
Parameter Date
A date value for a

parameter in an audit
message.
datetime
nice_audit
tblAuditMess
ageParamete
r
dtValue
Audit Message
Parameter ID
Internal ID representing an
audit message parameter.
integer
nice_audit
tblAuditMess
ageParamete
r
iMessageId
Audit Message
Parameter Index
Internal index listing the

parameters of an audit
message in proper
sequence.
integer
nice_audit
tblAuditMess
ageParamete
r
iParameterIndex
Audit Message
Parameter Numeric
Value
A numeric value for a

parameter in an audit
message.
integer
nice_audit
tblAuditMess
ageParamete
r
iValue
Audit Message
Parameter Text
Value
A text value for a parameter

in an audit message.
nvarchar
nice_audit
tblAuditMess
ageParamete
r
nvcValue
Audit Message Text
Descriptive text of the audit

message.
nvarchar
nice_audit
tblAuditMess
age
nvcMessageText
length =
255
Length =
4000

20
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Audit Message
Time
Time of the audit message.
datetime
nice_audit
tblAuditMess
age
dtMessageTime
Audit Message
Type
List of audit message types.
integer
nice_audit
tblAuditMess
age
iMessageType
Audit Resource
Type
List of resource types. See

Resource ID List
on page 84.
integer
nice_audit
tblAuditMess
age
iResourceType
Average Response
Time
Average Response Time of

a text interaction.
bigint
nice_interactions
tblTextInterac
tionXX
biAverageRespon
seTime
Category channel
type
The category channel

(voice\chat\email).
Integer
nice_rule
vwTasks
iMediaTypeId
Category priority
Marks the monitoring

category as high priority.
tinyintege
r
nice_rule
vwTasks
tiPriority
Complete
Abandoned Hold/
Queue Duration
Sum of the amount of time

that the complete interaction
was on hold and in the
queue.
integer
nice_cti_analysis
vwCompoun
dCallHeader
iAbandonDuration

21
Interaction Data
Field (Alias)
Complete Close
Reason ID
Description
ID representing the reason

a complete interaction was
closed.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
integer
nice_interactions
tblContactxx
iContactCloseRea
sonID
boolean
nice_cti_analysis
vwCompoun
dCallHeader
bConference
Possible values:
0 = Unknown
1 = Normal Start
2 = Normal End
4 = Transfer Start
8 = Transfer End
16 = Conference
32 = Inter Queue
64 = Networking
128 = Segment
256 = Compound
512 = Block
1024 = Clip Recording
Complete Contains
Conference
Indicates whether there was

at least one conference
(three or more participants
in the interaction).
Possible values:
True/False

22
Interaction Data
Field (Alias)
Complete Contains
Transfer
Description
Indicates whether there was

at least one transfer during
the interaction.
Rules
Manager
Filter?
Scorecard
Filter?
Type
Database
Column Name
Database
Table
boolean
nice_cti_analysis
vwCompoun
dCallHeader
bTransfer
Possible values:
True/False
Complete Desktop
Analytics Event
Count
Number of times an
Analysis Event took place in
a complete interaction.
integer
nice_screen_sen
se
vwExtNotifica
tionsContact
s
iEventCount
Complete Desktop
Analytics Event ID
Internal ID assigned to an
Analysis Event which is
associated with a complete
interaction.
integer
nice_screen_sen
se
vwExtNotifica
tionsContact
s
iEventID
Complete Desktop
Analytics Event
Numeric Value
Numeric value defined in

the Analysis Manager for a
specific Trigger object
associated with the
complete interaction.
float
nice_screen_sen
se
vwExtNotifica
tionsContact
s
fValue
Complete Desktop
Analytics Event
String Value
String value defined in the

Analysis Manager for a
specific Trigger object
associated with the
nvarchar
nice_screen_sen
se
vwExtNotifica
tionsContact
s
nvcValue
Length =
50

23
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?
Type
Database
Table
Database
Column Name
Complete Desktop
Analytics Group
Count
Number of Events that took

place within a complete
interaction that are from the
same Analysis Group as the
related Event (Complete
Analysis Event ID).
integer
nice_screen_sen
se
vwExtNotifica
tionsContact
s
iHierarchyCount
Complete Desktop
Analytics Group ID
Internal ID of the Analysis

Group to which the related
Event belongs (Complete
Analysis Event ID).
integer
nice_screen_sen
se
vwExtNotifica
tionsContact
s
iGroupID
Complete Desktop
Analytics Seconds
From End
Number of seconds before

the complete interaction
ended when a specific
Analysis Event took place.
integer
nice_screen_sen
se
vwExtNotifica
tionsContact
s
iSecondsFromEn
d
Complete Desktop
Analytics Seconds
From Start
Number of seconds after

began when a specific
Analysis Event took place.
integer
nice_screen_sen
se
vwExtNotifica
tionsContact
s
iSecondsFromSta
rt

24
Interaction Data
Field (Alias)
Description
Complete Direction
Type ID
ID representing the direction

of the complete interaction.
Rules
Manager
Filter?
Scorecard
Filter?
Type
Database
Column Name
Database
Table
tinyint
nice_interactions
tblContactxx
tiContactDirection
TypeID
bigint
nice_interactions
tblContactxx
biContactDuration
integer
nice_cti_analysis
vwCompoun
dCallHeader
tiHangUpSideID
Possible values:
0 = Unknown
1 = Incoming
2 = Outgoing
3 = Internal
4 = Block
5 = Tandem
6 = External
Complete Duration
Length of the complete

interaction - in ticks.
(10 million ticks per second)
In the Business Analyzer
query results, the duration
appears in seconds.
Complete Hang Up
Side ID
ID representing the
participant who hung up a
Possible values:
0 = Any
1 = Agent
2 = Customer
3 = Both

25
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Complete ID
Internal ID number
assigned to complete
interaction.
integer
nice_interactions
tblContactxx
iContactID
Complete ID 2
Internal ID number
representing the
corresponding complete
interaction.
integer
nice_cti_analysis
vwCompoun
dCallHeader
iContactID
Complete Initiator
User ID
User ID of the user who

initiated a complete
interaction.
integer
nice_interactions
tblContactxx
iInitiatorUserID
Complete Media
Type ID
ID representing the media

type of the complete
interaction.
integer
nice_interactions
tblContactxx
iMediaTypesId
Possible values:
0 = Unknown
1 = Clip recording
2 = CTI
4 = Email
8 = Chat
16 = Web
32 = Time interval
64 = VOX
128 = Desktop Analytics

26
Interaction Data
Field (Alias)
Complete Open
Reason ID
Description

began.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
integer
nice_interactions
tblContactxx
iContactOpenRea
sonID
integer
nice_cti_analysis
vwCompoun
dCallHeader
iParticipantsCount
Possible parameters:
0 = Unknown
1 = Normal Start
2 = Normal End
4 = Transfer Start
8 = Transfer End
16 = Conference
32 = Inter Queue
64 = Networking
128 = Segment
256 = Compound
512 = Block
Complete
Participants Count
Number of participants in
the interaction.

27
Interaction Data
Field (Alias)
Complete Recorded
Type ID
Description
Identifies whether the

complete interaction was
recorded.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
tinyint
nice_interactions
tblContactxx
tiContactRecorde
dTypeID
Possible values:
0 = Unknown
1= Yes
2 = No
3 = Partial
Complete Ring
Duration
Amount of time (in seconds)

from when the interaction
was delivered to its target
until it was handled.
integer
nice_cti_analysis
vwCompoun
dCallHeader
iRingDurationFirst
Complete Stages
Count
Number of stages in the

interaction.
integer
nice_cti_analysis
vwCompoun
dCallHeader
iStagesCount
Complete Start
Time
The time (based on GMT)

began.
datetime
nice_interactions
tblContactxx
dtContactGMTSta
rtTime
Complete Stop
Time

ended.
datetime
nice_interactions
tblContactxx
dtContactGMTSto
pTime

28
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
integer
nice_cti_analysis
vwCompoun
dCallHeader
iConferenceCount
Complete Total
Conference Count
The number of logical

conferences that took place
during the interaction. A
logical conference is
defined a s a continuous
period of time in which at
least three participants were
taking in the same
interaction.
Complete Total
Hold Count
Number of times a
participant was placed on
hold by another participant
in the interaction.
integer
nice_cti_analysis
vwCompoun
dCallHeader
iHoldCount
Complete Total
Hold Duration
Total amount of time (in

seconds) a participant in the
interaction was placed on
hold.
integer
nice_cti_analysis
vwCompoun
dCallHeader
iTotalHoldDuration
Complete Total
Queue Time

seconds) a participant in the
interaction waited in a
queue.
integer
nice_cti_analysis
vwCompoun
dCallHeader
iTotalQueueTime
Complete Total
Ring Time
Total amount of ring time (in

seconds) in the interaction.
integer
nice_cti_analysis
vwCompoun
dCallHeader
iTotalRingTime
Complete Total
Transfers Count
Number of times a
participant was transferred
from one participant to
another.
integer
nice_cti_analysis
vwCompoun
dCallHeader
iTransfersCount

29
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?
Type
Database
Column Name
Database
Table
integer
nice_cti_analysis
vwCompoun
dCallHeader
iTotalWrapUpTime
Complete Total
Wrap Up Time

seconds) it took for the
agent to wrap-up the
interaction.
Complete Transfer
ID
For future version.
integer
nice_interactions
tblContactxx
iTransferContactI
D
Complete Transfer
Site ID
For future version.
integer
nice_interactions
tblContactxx
iTransferSiteID
Complete was
Abandoned From
Hold
Indicates whether a
participant abandoned the
interaction while on hold.
binary
nice_cti_analysis
vwCompoun
dCallHeader
bAbandonFromH
old
binary
nice_cti_analysis
vwCompoun
dCallHeader
bAbandonFromQ
ueue
integer
nice_cti_analysis
vwCompoun
dCallHeader
iWrapUpDuration
Last
Possible values:
1 = Yes
0 = No
Complete was
Abandoned From
Queue
Indicates whether a
participant abandoned the
interaction while waiting in a
queue.
Possible values:
1 = Yes
0 = No
Complete Wrap Up
Duration

it took the agent to wrap-up
the interaction when the
interaction ended.

30
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Completed
Percentage of the task that

was completed.
real
nice_rule
vwTasks
rcompletepercent
age
Compliance
Authorization Action
Action taken by the

compliance officer regarding
a request. Possible values:
tinyint
nice_ib
vwRequest
tiComplianceAuth
orizationType
1 = Approve
2 = Reject
Compliance
Authorizer First
Name
First name of the

compliance officer who
approved/rejected the
request.
nvarchar
nice_ib
vwRequest
nvcComplianceFir
stName
Compliance
Authorizer Full
Name
Full name (display name) of

the compliance officer who
request
nvarchar
nice_ib
vwRequest
nvcComplianceFo
rmattedName
Compliance
Authorizer Last
Name
Last name of the

compliance officer who
request
nvarchar
nice_ib
vwRequest
nvcComplianceLa
stName
Compliance
Authorizer User ID
User ID of the compliance

officer who approved/
rejected the request.
integer
nice_ib
vwRequest
iComplianceUserI
d
Creation Date
Date the task was created.
datetime
nice_rule
vwTasks
dtcreationDate
Creator First Name
First name of the user who

created the task.
nvarchar
nice_rule
vwTasks
nvcFirstName

31
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Creator ID
User ID of the creator of the

task.
integer
nice_rule
vwTasks
iCreatorID
Creator Last Name
Last name of the user who

created the task.
nvarchar
nice_rule
vwTasks
nvcLastName
Creator Name

the creator of the task.
nvarchar
nice_rule
vwTasks
nvcFormattedNa
me
Creator Status
The status of the user that

created the category
(deleted or existing).
Integer
nice_rule
vwTasks
iStatus
Cross Complete ID
Internal ID number
representing a complete
interaction.
integer
nice_interactions
tblContactInt
eractionxx
iContactID
Cross Segment ID
Internal ID number
representing a segment.
integer
nice_interactions
tblContactInt
eractionxx
iInteractionID
Currency ID
Internal ID number
representing the currency
type, based on the currency
names defined in the Lists
Editor.
integer
nice_ib
vwRequest
iCurrencyItemId
Data Extraction
Object Id
ID of the Event Data.
integer
nice_screen_sen
se
vwDataExtra
ctionObjects
iDataExtractionOb
jectID
Description
Description of the task, as

defined in the Request
Wizard.
nvarchar
nice_rule
vwTasks
nvcTaskDescriptio
n

32
Interaction Data
Field (Alias)
Description
Desktop Analytics
Data Object ID
Internal ID assigned to a
Screen Object.
Desktop Analytics
Event ID
Rules
Manager
Filter?
Scorecard
Filter?
Type
Database
Column Name
Database
Table
integer
nice_screen_sen
se
vwNotificatio
nScreenObje
ctValues
iScreenObjectID
ID of the Event.
integer
nice_screen_sen
se
vwDataExtra
ctionObjects
iEventID
Desktop Analytics
Notification ID
ID of the notification
associated with the Event
Data.
integer
nice_screen_sen
se
vwNotificatio
nDataExtracti
onValues
iNotificationID
Desktop Analytics
Numerical Value
Numeric value field that

holds the numeric value for
the Event Data notification
value.
float
Nice_screen_sen
se
vwNotificatio
nDataExtracti
onValues
fValue
Desktop Analytics
Object Description
Name of the Screen Object,

as defined via the Screen
Object Wizard.
nvarchar
nice_screen_sen
se
vwScreenObj
ects
nvcDescription
Desktop Analytics
Object ID
ID of the Event Data

associated with the Event
Data notification value.
integer
nice_screen_sen
se
vwNotificatio
nDataExtracti
onValues
iDataExtractionOb
jectID
Desktop Analytics
Object Name
Description of the Screen

Object, as defined via the
Screen Object Wizard.
nvarchar
nice_screen_sen
se
vwScreenObj
ects
nvcName
Desktop Analytics
Object Value
Value of the Screen Object

that was extracted to the
database.
nice_screen_sen
se
vwNotificatio
nScreenObje
ctValues
nvcValue
(50)
(50)
X
nvarchar
(50)
4000 byte limitation

33
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Desktop Analytics
Text Value
Text value field that holds

the text value of the Event
Data notification value.
Nvarchar(
50)
nice_screen_sen
se
vwNotificatio
nDataExtracti
onValues
nvcValue
Desktop Analytics
Value Type
Type of Event Data value

(text or numeric).
integer
nice_screen_sen
se
vwDataExtra
ctionObjects
iValueType
Device ID
Internal list of device IDs in

their proper sequence.
integer
nice_interactions
tblParticipant
XX
iDeviceID
tinyint
nice_interactions
tblParticipant
XX
tiDeviceTypeID
tinyint
nice_interactions
tblTextInterac
tionXX
tiDirection
1-4 represent handsets

101-132 represent speakers
Device Type ID
ID of a device type.
Possible values:
0 = Unknown
1 = Handset
2 = Speaker
3 = Microphone
4 = Reinjection
Direction
Direction of the text

interaction.

34
Interaction Data
Field (Alias)
Direction Type
Description
Description
Internal enumeration list of

direction types. These types
include:
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
nice_interactions
tblDirectionT
ype
vcDirectionTypeD
esc
tinyint
nice_interactions
tblDirectionT
ype
tiDirectionTypeID
datetime
nice_ca
vwFinishedI
MInteractions
dtAnalysisTime
varchar
Length =
16
Unknown
Incoming
Outgoing
Internal
Block
Tandem
External
Direction Type ID
Lookup

direction type IDs. These
IDs include:
0 = Unknown
1 = Incoming
2 = Outgoing
3 = Internal
4 = Block
5 = Tandem
6 = External
dtAnalysisTime
The time when the Audio

Analysis engine marked the
interaction as finished
(Used by the Insight
Manager).

35
Interaction Data
Field (Alias)
Email Subject
Description
Rules
Manager
Filter?
Scorecard
Filter?
Subject of the email

interaction

Type
Database
Column Name
Database
Table
nice_interactions
tblTextInterac
tionXX
nvcSubject
smallint
nice_ca
vwExcitemen
tSummaryXX
siCertainty
smallint
nice_ca
vwExcitemen
tSummaryXX
tiParticipant
nvarchar
Length =
64
Emotion Certainty
Emotion Speaker
A value of 1 - 100
representing the certainty of
whether emotion took place.
Identifies the participant

who spoke with emotion.
Possible values:
1 = Agent
except a
Storage
rule
except a
Storage
rule
2 = Customer
3 = Both
Finish Date
Date the task was finished,

or a user stopped the task.
datetime
nice_rule
vwtasks
dtstopdate
First Name
First name of a user as

defined via Users
Administrator.
nvarchar
nice_admin
tblUser
nvcFirstName
Flag
Internal number assigned

to a flag.
integer
nice_interactions
tblInteraction
sUserFlagsX
X
iFlagID
Flag Related Task

ID
Internal ID representing the

task relating to the task flag.
integer
nice_interactions
tblInteraction
sPublicFlags
XX
iTaskID
Length =
32

36
Interaction Data
Field (Alias)
Description
Flag Related User

ID
User ID of the user that

added the flag.
Flag Related User

Site ID
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
integer
nice_interactions
tblInteraction
sUserFlagsX
X
iUserID
Site ID of the user that

added the flag.
integer
nice_interactions
tblInteraction
sUserFlagsX
X
iUserSiteID
Full Name
User formatted name

(Display name as defined
via Users Administrator).
string
nice_admin
tblUser
nvcFormattedNa
me
Graduation Score
Graduation score of a user

as defined via Users
Administrator.
float
nice_admin
tblUser
fltGradScore
iInteractionID
Interaction ID of a call that

finished Audio Analysis
(using the new engine
introduced for R3.2)(Used
by the Insight Manager).
integer
nice_ca
vwFinishedI
MInteractions
iInteractionID
IM Segment ID
Interaction ID of a call that

was archived (Used by the
Insight Manager).
integer
nice_interactions
tblIMArchive
dCalls
iInteractionID
IM Segment Modify
Date
The date on which the call

was inserted into the table.
datetime
nice_interactions
tblIMArchive
dCalls
dtModifiedDate
(Used by the Insight

Manager)

37
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?
Type
Database
Table
Database
Column Name
integer
nice_cti_analysis
vwCompoun
dCallHeader
iQueueDurationFi
rst
Initial Queue Time

For Complete

the interaction was waiting
in queue before it reached
its target.
Internal Segment
Client Start Time
Local (client) start time of a

segment. (This column
cannot appear as a
displayed column in the
Business Analyzer query
results, but can be queried
via Free Expressions.)
datetime
nice_interactions
tblInteraction
XX
dtInteractionLocal
StartTime
Internal Segment
Client Stop Time
Local (client) stop time of a

segment. (This column
cannot appear as a
displayed column in the
Business Analyzer query
results, but can be queried
via Free Expressions.)
datetime
nice_interactions
tblInteraction
XX
dtInteractionLocal
StopTime
Is category marked
as KPI
No in use.
binary
nice_rule
vwTasks
bIsKPI
true/false
(boolean)
nice_rule
vwTasks
bIsDeleted
binary
nice_rule
vwTasks
bIsSystemType
Is Deleted
Is system category
The category was created

by a business package
(FCR etc).

38
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Item Complete ID
ID of complete interaction
associated with the item.
integer
nice_interactions
tblItemXX
iContactID
Item is Public
Indicates whether the item/

comment is public (meaning
everyone can view the
values).
boolean
nice_interactions
tblItemXX
bitIsPublic
Possible values:
True/False
Item Segment ID
ID of the segment
associated with the item.
integer
nice_interactions
tblItemXX
iInteractionID
Item Sequence
Number
Internal ID assigned to the

item.
integer
nice_interactions
tblItemXX
iItemSequenceNu
mber
Item Time Stamp
Time when item was

entered or a reference to a
time.
datetime
nice_interactions
tblItemXX
dtTimeStamp
Item Type ID
Type ID of the item.
integer
nice_interactions
tblItemXX
iItemTypeID
integer
nice_interactions
tblItemXX
iItemUserID
Possible values:
1 = String
2 = Number
3 = Date
Item User ID

entered the item.

39
Interaction Data
Field (Alias)
Description
Item User Value
Value entered in the item.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
nice_interactions
tblItemXX
nvcItemValue
boolean
nice_interactions
tblItemXX
bitIsDeleted
Job Class list item name

defined via Lists Editor.
nvarchar
nice_admin
vwUserLists
nvcJobClass
Job ClassID
Internal ID representing a
Job Class list item.
integer
nice_admin
vwUserLists
iJobClassId
Job Function
Job Function list item name

nvarchar
nice_admin
vwUserLists
nvcJobFunction
Job FunctionID
Job Function list item.
integer
nice_admin
vwUserLists
iJobFunctionId
Job Skill
Job Skill list item name

nvarchar
nice_admin
vwUserLists
nvcJobSkill
Job Skill list item.
integer
nice_admin
vwUserLists
iJobSkillId
nvarchar
Length =
256
Item was Deleted
Indicates whether the item

was deleted.
Possible values:
True/False
Job Class
Job SkillID
Length =
255
Length =
255
Length =
255

40
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Language ID
IDs of the languages

supported by the Audio
Analysis engines.
tinyint
nice_ca
tblLanguage
s
tiLanguageId
Last Extended Date
Date of the last time the

retention was extended.
datetime
nice_interactions
vwInteraction
ArchInfoXX
LastInsertDate
Last Extended
Reason
Reason for the last

extended retention.
nvarchar
nice_interactions
vwInteraction
ArchInfoXX
ReasonCaption
Last Extended
Reason ID
Reason ID of last extending

retention action
integer
nice_interactions
vwInteraction
ArchInfoXX
iReasonItemId
Last Extension by
User
The last user who has

extended the retention of
the interaction.
nvarchar
nice_interactions
vwInteraction
ArchInfoXX
LastExtendingUse
r
Last Name
Last name of a user as

defined via Users
Administrator.
nvarchar
nice_admin
tblUser
nvcLastName
Last Refresh Date
Most recent date that a user

refreshed the task.
datetime
nice_rule
vwTasks
dtLastRefreshDat
e
List User ID

created the list item.
integer
nice_admin
vwUserLists
iUserId
Location
Location list item name

nvarchar
nice_admin
vwUserLists
nvcLocation
Location list item.
integer
nice_admin
vwUserLists
iLocationId
LocationID
(255)
(50)
Length =
32
Length =
255

41
Interaction Data
Field (Alias)
Manager
Authorization Action
Description
Action taken by the

compliance officer regarding
a request. Possible values:
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
tiny
integer
nice_ib
vwRequest
tiManagerAuthoriz
ationType
1 = Approve
2 = Reject
Manager Authorizer
First Name
First name of the manager

who approved/rejected the
request.
nvarchar
nice_ib
vwRequest
nvcManagerFirst
Name
Manager Authorizer
Full Name
Full name of the manager

request
nvarchar
nice_ib
vwRequest
nvcManagerForm
attedName
Manager Authorizer
Last Name
Last name of the manager

request
nvarchar
nice_ib
vwRequest
nvcManagerLastN
ame
Manager Authorizer
User ID
User ID of the manager who

request.
integer
nice_ib
vwRequest
iManagerUserId
Max Response
Time
Maximum response time of

text interaction.
bigint
nice_interactions
tblTextInterac
tionXX
biMaxResponseTi
me
Message Title
Text of an audit message.
nvarchar
nice_audit
tblAuditMess
ageType
nvcMessageTitle
nice_audit
tblAuditMess
ageType
iMessageType
Length =
50
Message Type ID
specific audit mesage.
integer

42
Interaction Data
Field (Alias)
Middle Name
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
nice_admin
tblUser
nvcMiddleName
Middle name of a user as

defined via Users
Administrator.
nvarchar
Name
Name assigned to the task.
nvarchar
nice_rule
vwTasks
nvctaskname
Offset of Comment

the recording began when
an annotation was added.
integer
nice_interactions
tblItemXX
iOffset
Parent Category ID

category group assigned to
the task. Category groups
were defined via the Lists
Editor.
integer
nice_rule
vwTasks
iTopicId
Participant Agent ID
Agent ID of a participant in
an interaction.
nvarchar
nice_interactions
tblParticipant
XX
nvcAgentId
integer
nice_interactions
tblParticipant
XX
iClientID
nvarchar
nice_interactions
tblParticipant
XX
nvcCTIAgentNam
e
Participant Client ID
Telephony CTI information

regarding a client
participating in an
interaction.
Participant CTI
Agent Name

regarding an agent (agent
name) participating in an
interaction.
Length =
32
Length =
64
Length =
64

43
Interaction Data
Field (Alias)
Description
Participant
Department

regarding an agent
(department) participating in
an interaction.
Participant ID
participant.
Participant is First
User
Indicates whether the

participant is the first
internal participant.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Table
nice_interactions
tblParticipant
XX
nvcDepartement
integer
nice_interactions
tblParticipant
XX
iParticipantID
boolean
nice_interactions
tblParticipant
XX
bitIsFirstUser
boolean
nice_interactions
tblParticipant
XX
bitIsInteractionIniti
ator
nvarchar
nice_admin
vwParticipant
User
nvcFormattedNa
me
nvarchar
Length =
64
Database
Column Name
Database
True/False
Participant is
Segment Initiator

participant initiated the
segment.
True/False
Participant Name
Formatted name of the

interaction participant.
Length =
64
Participant
Segment ID
Segment ID associated with

the participant.
integer
nice_interactions
tblParticipant
XX
iInteractionID
Participant Switch
ID
Switch ID associated with

the participant.
integer
nice_interactions
tblParticipant
XX
iSwitchID
Participant Text
Interaction ID
Text interaction ID of
specific participant.
integer
nice_interactions
vwTextIntera
ctionParticipa
ntsXX
iInteractionId

44
Interaction Data
Field (Alias)
Description
Participant Type ID
ID of participant type.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
tinyint
nice_interactions
tblParticipant
XX
tiParticipantTypeI
D
integer
nice_interactions
tblParticipant
XX
iUserID
integer
nice_interactions
tblParticipant
XX
iVirtualDeviceID
nvarchar
nice_interactions
tblParticipant
XX
nvcPhoneNumber
nvarchar
nice_rule
vwTasks
nvcPolicyName
Possible values:
0 = Unknown
1 = Internal
2 = External
3 = Loggers
Participant User ID
User ID of the participant.
Participant Virtual
Device ID
For internal use.
Phone Number
??The customers
telephone number where
the call originated (This
field is relevant for an
inbound interaction only!)
This value is available at
some switches.
Policy
Policy assigned to a task.

45
Interaction Data
Field (Alias)
Policy ID
Description

policy assigned to a task.
This field is available to
super-users only.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
integer
nice_rule
vwTasks
iPolicyID
Possible values:
2 = General Policy
4 = Watch List
6 = Wall Crossing
8 = Dispute Resolution
Reason ID

reason for the request.
Reasons were defined via
the Lists Editor.
integer
nice_ib
vwRequest
iReasounItemId
Recipient Domain
Email interaction recipient

domain.
varchar
nice_interactions
vwTextIntera
ctionParticipa
ntsXX
vcRecipientDomai
n
Recipient Email
Address

email address.
nvarchar
nice_interactions
vwTextIntera
ctionParticipa
ntsXX
vcRecipientEmail
Address
nice_interactions
vwTextIntera
ctionParticipa
ntsXX
nvcRecipientAlias
Name
Length =
64
Recipient Name

name.
varchar

46
Interaction Data
Field (Alias)
Description
Recording Archive
Status
Archive status of the

recording:
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
integer
nice_interactions
tblRecording
ArchInfoXX
tiArchiveStatus
integer
nice_interactions
tblRecording
XX
iChannel
integer
nice_interactions
tblRecording
ArchInfoXX
tiESmArchiveStat
us
integer
nice_interactions
tblRecording
ArchInfoXX
tiFSArchiveStatus
integer
nice_interactions
tblRecording
XX
iRecordingID
0 Not Archived
1 Archived
2 In Progress
Recording Channel
Channel on the Logger

where recording took place.
Recording ESM
Archive Status
Archive to ESM status of the

recording:
0 Not Archived
1 Archived
2 In Progress
Recording File
System Archive
Status
Archive to File System

status of the recording:
0 Not Archived
1 Archived
2 In Progress
Recording ID
recording.

47
Interaction Data
Field (Alias)
Description
Recording Initiator
Type ID
ID of the recordings
initiator.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
smallint
nice_interactions
tblRecording
XX
siInitiatorTypeID
Possible values:
0 = No Value
1 = Rec Prog
2 = Supervisor
4 = Agent
8 = Host
16 = QA
32 = Total
64 = ROD
256 = Monitor
512 = SEA (Desktop
Analytics)
1024 = Clip Recorder
2048 = TRS (Basic
Recordings)
Recording Initiator
User ID
User ID of the initiator (if the

initiator was a user).
integer
nice_interactions
tblRecording
XX
iInitiatorUserID
Recording Logger
Logger where recording

took place.
integer
nice_interactions
tblRecording
XX
iLogger

48
Interaction Data
Field (Alias)
Description
Recording Media
Type ID
ID of the recording media

type.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
integer
nice_interactions
tblRecording
XX
iMediaTypeId
nice_interactions
tblRecording
XX
vcMmlRecording
Hint
Possible values:
0 = Unknown
1 = Screen
2 = Voice
Recording MML
Hint
String/unique number/
character associated with
the recordings NiceScreen
Logger.
varchar
Recording
Participant ID
ID of participant in
recording.
integer
nice_interactions
tblRecording
XX
iRecordedParticip
antID
Recording Program
ID
ID of the program that

initiated the recording (if the
recording was initiated by a
program).
integer
nice_interactions
tblRecording
XX
iProgramID
Recording
Recorded Type ID
ID of the recorded type.
tinyint
nice_interactions
tblRecording
XX
tiRecordingRecor
dedTypeID
integer
nice_interactions
tblRecording
XX
iInteractionID
Length =
64
Possible values:
0 = Unknown
1= Yes
2 = No
3 = Partial
Recording Segment
ID
ID of the segment
associated with the
recording.

49
Interaction Data
Field (Alias)
Description
Recording Side
Type ID
ID of the recording side type

of the recording.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
tinyint
nice_interactions
tblRecording
XX
tiRecordingSideTy
peID
Possible values:
0 = Unknown
1 = In
2 = Out
3 = Summed
4 = Irrelevant
Recording Start
Time

the recording began.
datetime
nice_interactions
tblRecording
XX
dtRecordingGMT
StartTime
Recording Stop
Time

the recording ended.
datetime
nice_interactions
tblRecording
XX
dtRecordingGMT
StopTime
Recording Time
Difference
Time difference between the

Logger and the NiceCLS
Server.
bigint
nice_interactions
tblRecording
XX
biTimeDiff
Request Amount
Amount assigned to the

request via the Request
Wizard.
float
nice_ib
vwRequest
flRequestAmount
Request Creation
Date
Date the request was

created.
datetime
nice_ib
vwRequest
dtCreationDate
Request Creator
First Name
First name of the creator of

the request.
nvarchar
nice_ib
vwRequest
nvcCreatorFirstNa
me

50
Interaction Data
Field (Alias)
Description
Request Creator
Full Name

the creator of the request.
Request Creator
Last Name
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
nvarchar
nice_ib
vwRequest
nvcCreatorFormat
tedName
Last name of the creator of

the request.
nvarchar
nice_ib
vwRequest
nvcCreatorLastNa
me
Request Currency
Currency assigned to the

Wizard.
nvarchar
nice_ib
vwRequest
nvcCurrencyCapti
on
Request Currency
Rate
Rate assigned to the

Wizard.
float
nice_ib
vwRequest
flCurrencyRate
Request Expiry
Date
Date the request will expire.
datetime
nice_ib
vwRequest
dtExpiryDate
Request ID
Internal ID assigned to the

request.
integer
nice_ib
vwRequest
iRequestID
Request Initiator
User ID

initiated the request.
integer
nice_ib
vwRequest
iInitiatorUserID
Request Initiator
User Site ID
Site ID assigned to the user

who initiated the request.
integer
nice_ib
vwRequest
iInitiatorUserSiteI
D
Request Is Deleted

request was deleted.
boolean
nice_ib
vwRequest
blsDeleted
datetime
nice_ib
vwRequest
dtModificationDat
e
Possible values:
True/False
Request
Modification Date
Date the request was

modified

51
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Request Name
Name assigned to the

Wizard.
nvarchar
nice_ib
vwRequest
nvcRequestName
Request Product
Name
Product assigned to the

Wizard.
nvarchar
nice_ib
vwRequest
nvcProductName
Request Reason
Reason assigned to the

Wizard.
nvarchar
nice_ib
vwRequest
nvcReasonCaptio
n

52
Interaction Data
Field (Alias)
Request Status
Description
Current status of the

request:
Rules
Manager
Filter?
Scorecard
Filter?

Type
tinyint
Database
Table
Database
Column Name
nice_ib
vwRequest
tiRequestStatus
Possible values:
1 = Started
2 = Draft
3 = Wait for Automatic
Approval
4 = Wait for Manager Approval

5 = Wait for Compliance
Approval
6 = Wait for Manager and

Compliance Approval
7 = Wait for Retrieval

8 = Wait for Hard Copy
9 = Request Rejected by
Manager
10 = Request Rejected by
Compliance
11 = PB Ready
12 = PB and Hard Copy Ready
13 = PB Expired
14 = PB Expired and Hard
Copy Ready
15 = PB Expired and Waiting

for Hard Copy
16 = Request Complete
17 = Request Approved

53
Interaction Data
Field (Alias)
Description
Reserved Complete
ID

Reserved Segment
ID
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
integer
nice_interactions
tblReservedX
X
iContactID

segment.
integer
nice_interactions
tblReservedX
X
iInteractionID
Results
Number of interactions that

match the task criteria.
integer
nice_rule
vwTasks
iResultsNumber
Rule Default
Productivity
Value defined by a formula

in the Rules Manager.
integer
nice_interactions
tblReservedX
X
RuleDefaultProdu
ctivity
Rule Default Quality

in the Rules Manager.
integer
nice_interactions
tblReservedX
X
RuleDefaultQualit
y
Rule Default
System Emotion

in the Rules Manager
integer
nice_interactions
tblReservedX
X
RuleDefaultSyste
mEmotion
RuleDefaultSystem
Score

in the Rules Manager
integer
nice_interactions
tblReservedX
X
RuleDefaultSyste
mScore
Screen Archive
Status
Archive status of the screen

part of the interaction:
integer
nice_interactions
vwInteraction
ArchInfoXX
tiScreenArchiveSt
atus
0 Not Archived
1 Archived
2 In Progress
3 Partial Archived

54
Interaction Data
Field (Alias)
Screen ESM
Archive Status
Description

screen part of the
interaction
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
integer
nice_interactions
vwInteraction
ArchInfoXX
tiScreenESMArchi
veStatus
integer
nice_interactions
vwInteraction
ArchInfoXX
tiScreenFSArchiv
eStatus
integer
nice_interactions
vwInteraction
ArchInfoXX
iScreenRemainde
rDays
0 Not Archived
1 Archived
2 In Progress
3 Partial Archived
Screen File System
Archive Status

status of the screen part of
the interaction:
0 Not Archived
1 Archived
2 In Progress
3 Partial Archived
Screen Remaining
Days
Displays the number of

days remaining until the
Screen Expiration Date
occurs.
If there is no expiration date,
or if the date has already
occurred, the value will be
shown as zero.

55
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Segment
Abandoned Hold/
Queue Duration
Number of second a
segment was held in a
queue, or the number of
seconds after which the
segment was abandoned
while on hold.
integer
nice_cti_analysis
vwSegments
iAbandonDuration
Segment Business
Data
Business data related to a

segment representing the
UUI field- reported from the
Avaya switch.
nvarchar
nice_interactions
tblCallInterac
tionXX
nvcBusinessData
Segment Call
Direction Type ID
ID of the direction of a
segment.
tinyint
nice_interactions
tblCallInterac
tionXX
tiCallDirectionTyp
eID
varchar
nice_interactions
tblCallInterac
tionXX
vcClientDTMF
Length =
20
X
0 = Unknown
1 = Incoming
2 = Outgoing
3 = Internal
4 = Block
5 = Tandem
6 = External
Segment Client
DTMF
Business Data field related

to a segment representing
the User Entered Code reported from the Avaya
switch.
Length =
50

56
Interaction Data
Field (Alias)
Description
Segment Close
Reason ID

a segment was closed.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
integer
nice_interactions
tblInteraction
XX
iInteractionClose
ReasonID
Possible values:
0 = Unknown
1 = Normal Start
2 = Normal End
4 = Transfer Start
8 = Transfer End
16 = Conference
32 = Inter Queue
64 = Networking
128 = Segment
256 = Compound
512 = Block
Segment Desktop
Analytics
integer
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
iHierarchyCount
Segment Desktop
Analytics Event
Count
Number of times a Desktop

Analytics Event took place
in a segment.
integer
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
iEventCount
Segment Desktop
Analytics Event ID
Internal ID assigned to a
Desktop Analytics Event
associated with the
segment.
integer
nice_interactions
tblScreenSen
seInteraction
XX
iEventID

57
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
integer
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
iEventID
Segment Desktop
Analytics Event ID
(nice_screen_sens
e)
ID of the event associated

with the notification.
Segment Desktop
Analytics Event
Numeric Value
Numeric value of the Trigger

object associated with the
segment.
float
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
fValue
Segment Desktop
Analytics Event
String Value
String value of the Trigger

object associated with the
segment.
nvarchar
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
nvcValue
Segment Desktop
Analytics Group ID
Internal ID of the Desktop

Analytics Group to which
the related Event belongs
(Segment Desktop
Analytics Event ID).
integer
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
iGroupID
Segment Desktop
Analytics
Interaction ID
Internal ID number of the

segment in which the
took place.
integer
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
iInteractionID
Segment Desktop
Analytics
Notification ID

notification received when a
took place.
integer
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
iNotificationID
length =
50
X

58
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Segment Desktop
Analytics Seconds
From End
Number of seconds before

the segment ended when a
specific Desktop Analytics
Event took place.
integer
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
iSecondsFromEn
d
Segment Desktop
Analytics Seconds
From Start

the segment began when a
specific Desktop Analytics
Event took place.
integer
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
iSecondsFromSta
rt
Segment Desktop
Analytics User ID
User ID assigned to the

agent that caused the
Desktop Analytics Event.
integer
nice_screen_sen
se
vwExtNotifica
tionsInteracti
ons
iUserID
Segment Dialed
Number
Number that the customer

dialed to initiate the
segment.
nvarchar
nice_interactions
tblInteraction
XX
nvcDialedNumber
Segment Duration
Duration of a segment in
ticks.
bigint
nice_interactions
tblInteraction
XX
biInteractionDurati
on
boolean
nice_cti_analysis
vwSegments
bTransfer

query results, the duration
appears in seconds.
Segment Ended
with a Transfer

segment ended by a
transferring a participant.
Possible values:
True/False

59
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
integer
nice_interactions
tblCallInterac
tionXX
iExternalCallId
Segment External
Call ID
Identifies from which call ID

the segment was
transferred. The Call ID is
provided by the switch.
Segment Hold
Count
Number of times a
participant was held in the
segment.
integer
nice_cti_analysis
vwSegments
iHoldCount
Segment Hold
Duration
Total hold time (in seconds)

in the segment.
integer
nice_cti_analysis
vwSegments
iHoldDuration
Segment ID
segment.
integer
nice_interactions
tblInteraction
XX
iInteractionID
Segment ID 2
Internal ID number
representing the segment.
integer
nice_interactions
tblCallInterac
tionXX
iInteractionID

60
Interaction Data
Field (Alias)
Segment Initiator
Type Description
Description

the recordings initiator.
Possible values:
Rules
Manager
Filter?
Scorecard
Filter?

Type
varchar
Length =
16
Database
Table
Database
Column Name
nice_interactions
tblInitiatorTyp
e
vcInitiatorTypeDe
sc
0 = No Value
1 = Rec Prog
2 = Supervisor
4 = Agent
8 = Host
16 = QA
32 = Total
64 = ROD
256 = Monitor
512 = SEA (Desktop
Analytics)
2048 = TRS (Basic
Recordings)

61
Interaction Data
Field (Alias)
Description
Segment Initiator
Type ID
Internal ID of the
recordings initiator.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
smallint
nice_interactions
tblInitiatorTyp
e
siInitiatorTypeID
integer
nice_interactions
tblInteraction
XX
iInitiatorUserID
boolean
nice_interactions
tblCallInterac
tionXX
bitIsPlaybackCall
Possible values:
0 = No Value
1 = Rec Prog
2 = Supervisor
4 = Agent
8 = Host
16 = QA
32 = Total
64 = ROD
256 = Monitor
512 = SEA (Desktop
Analytics)
2048 = TRS (Basic
Recordings)
Segment Initiator
User ID
User ID of the first user who

participated in the segment.
Segment is
Available for
Playback
Indicates whether segment

is available for playback.
Possible values:
True/False

62
Interaction Data
Field (Alias)
Segment is Part of
a Conference
Description

segment is a conference
(three or more participants).
Rules
Manager
Filter?
Scorecard
Filter?
Type
binary
Database
Table
Database
Column Name
nice_cti_analysis
vwSegments
bConference
nice_interactions
tblInteraction
XX
iMediaTypesId
Possible values:
1 = Yes
0 = No
Segment Media
Type ID
ID representing the media

type of the segment.
Possible values:
0 = Unknown
1 = Clip recording
2 = CTI
4 = Email
8 = Chat
16 = Web
32 = Time interval
64 = VOX

63
Interaction Data
Field (Alias)
Description
Segment Open
Reason ID

the segment began.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
integer
nice_interactions
tblInteraction
XX
iInteractionOpenR
easonID
integer
nice_interactions
tblInteraction
XX
iOtherSwitchID
0 = Unknown
1 = Normal Start
2 = Normal End
4 = Transfer Start
8 = Transfer End
16 = Conference
32 = Inter Queue
64 = Networking
128 = Segment
256 = Compound
512 = Block
Segment Other
Switch ID
Identifies the switch ID for a

transferred segment.
Segment
Participants Count
Number of active
participants in the segment.
integer
nice_cti_analysis
vwSegments
iParticipantsCount
Segment Queue
Duration
Total queue time (in

seconds) in the segment.
integer
nice_cti_analysis
vwSegments
iQueueDuration
Segment Ring
Duration

the phone was ringing at the
destination extension.
integer
nice_cti_analysis
vwSegments
iRingDuration

64
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Segment Start Time

the segment began.
datetime
nice_interactions
tblInteraction
XX
dtInteractionGMT
StartTime
Segment Stop Time

the segment ended.
datetime
nice_interactions
tblInteraction
XX
dtInteractionGMT
StopTime
Segment Switch
Call ID
The Call ID of a segment.

The Call ID is provided by
the switch.
integer
nice_interactions
tblCallInterac
tionXX
iPBXCallID
Segment Switch
Call Index
Internal index which lists

the segments of an
interaction in the correct
proper sequence.
integer
nice_interactions
tblCallInterac
tionXX
iPBXCallIndex
Segment Switch ID
Switch ID associated with

the segment.
integer
nice_interactions
tblInteraction
XX
iSwitchID

65
Interaction Data
Field (Alias)
Description
Segment Type
Description
Describes the type of

segment, as follows:
Rules
Manager
Filter?
Scorecard
Filter?

Type
varchar
Database
Table
nice_interactions
tblInteraction
Type
Database
Column Name
vcInteractionDesc
Unknown
Clip Recording
CTI
TRS
Email
Chat
Web
Block
Vox
Desktop Analytics

66
Interaction Data
Field (Alias)
Segment Type ID
Description
Internal type ID of the segment.
Rules
Manager
Filter?
Scorecard
Filter?
Type
Database
Table
Database
Column Name
tinyint
nice_interactions
tblInteraction
XX
tiInteractionTypeI
D
varchar
nice_interactions
tblCallInterac
tionXX
vcPBXUniversalC
allInteractionID
nice_interactions
tblCallInterac
tionXX
vcVectorNumber
Possible values:
0 = Unknown
1 = Clip Recording
2 = CTI
3 = TRS
4 = Email
8 = Chat
16 = Web
32 = Block
64 = Vox
128 = Screen
Segment UCID
Segment Vector
Number
A unique Business Data

value representing the
UCID field - reported by the
Avaya switch.
The VDN number of the
segment.
Length =
64
X
varchar
Length =
50

67
Interaction Data
Field (Alias)
Segment was
Abandoned from
Hold
Description

segment was ended by a
participant abandoning
while on hold.
Rules
Manager
Filter?
Scorecard
Filter?
Type
Database
Column Name
Database
Table
boolean
nice_cti_analysis
vwSegments
bAbandonFromH
old
boolean
nice_cti_analysis
vwSegments
bAbandonFromQ
ueue
integer
nice_ca
vwSegment
WordCountX
X
iWordId
integer
nice_ca
vwSegment
WordCountX
X
iCount
Possible values:
True/False
Segment was
Abandoned from
Queue

segment ended by a
participant abandoning
while waiting in a queue.
Possible values:
True/False
Segment Word
Segment Word
Count
ID number of the word that

was detected in the
segment.
Number of words that were

detected for one speaker
during one audio analysis
process.
except
Storage
rule
X
except
Storage
rule

68
Interaction Data
Field (Alias)
Description
Segment Word
Count Speaker
ID representing the speaker

of a detected word.
Possible values:
1 = Agent
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
smallint
nice_ca
vwSegment
WordCountX
X
tiParticipant
integer
nice_ca
vwSegmentG
roupCountXX
iGroupId
integer
nice_ca
vwSegmentG
roupCountXX
iCount
smallint
nice_ca
vwSegment
WordCountX
X
tiParticipant
integer
nice_cti_analysis
vwSegments
iWrapDuration
X
except
Storage
rule
2 = Customer
3 = Both
4 = Both by talkover
Segment Word
Group
ID number of the group to

which the detected word
belongs.
Segment Word
Group Count
Number of word groups that

were detected for one
speaker in the segment.
Segment Word
Group Count
Speaker
ID representing the speaker

of a detected word group.
Possible values:
1 = Agent
except
Storage
rule
except
Storage
rule
except
Storage
rule
2 = Customer
3 = Both
Segment Wrap Up
Duration
Amount of wrap up time (in

seconds) for the segment.

69
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Segments
Compound ID
Internal ID sent by the

driver representing the
integer
nice_interactions
tblCallInterac
tionXX
iCompoundID
Segments
Compound ID 2
Internal ID sent by the

driver representing the
complete interaction (that
the segment is a part of).
integer
nice_interactions
vwSegments
iCompoundID
Sender Domain
Email interaction sender

domain.
nvarchar
nice_interactions
vwTextIntera
ctionParticipa
ntsXX
vcSenderDomain
nice_interactions
tblTextInterac
tionXX
vcSenderDomain
nice_interactions
vwTextIntera
ctionParticipa
ntsXX
vcSenderEmailAd
dress
nice_interactions
tblTextInterac
tionXX
vcSenderEmailAd
dress
Length =
64
Sender Domain

domain.
nvarchar
Length =
64
Sender Email
Address

email address.
nvarchar
Length =
64
Sender Email
Address

email address.
nvarchar
Length =
64
Sender Name

name.
varchar
nice_interactions
vwTextIntera
ctionParticipa
ntsXX
nvcSenderAliasN
ame
Sender Name

name.
varchar
nice_interactions
tblTextInterac
tionXX
nvcSenderAliasN
ame

70
Interaction Data
Field (Alias)
Description
Start Date
Date the task began.
Station
Station (extension) of the

participant.
Status
Current status of the task:
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
datetime
nice_rule
vwTasks
dtStartDate
nvarchar
nice_interactions
tblParticipant
XX
nvcStation
tinyint
nice_rule
vwTasks
tiStatus
Possible values:
1 = Running
2 = Stopped
3 = Finished
Step Interaction
Interaction ID
For Internal Use
integer
nice_rule
tblTaskStepIn
teractions
iInteractionId
Step Interaction
Interaction Server
ID
For Internal Use
integer
nice_rule
tblTaskStepIn
teractions
iInteractionServerI
d
Step Interaction
Interaction Site ID
For Internal Use
integer
nice_rule
tblTaskStepIn
teractions
iInteractionSiteId
Step Interaction
Step ID
For Internal Use
integer
nice_rule
tblTaskStepIn
teractions
iStepId
Step Interaction
Task ID
For Internal Use
integer
nice_rule
tblTaskStepIn
teractions
iTaskId

71
Interaction Data
Field (Alias)
STT Status
Description
Rules
Manager
Filter?
Scorecard
Filter?
0 - Idle - document is
available for use
1 - Document will soon

be deleted
2 - Document is
deleted and should not
be accessed
Talk Over Agent

Burst
Number of times an agent

interrupted within a
segment.
Talk Over Agent

Talk
Percentage of the segment

that the agent spoke.
Talk Over Customer

Burst
Number of times a customer

interrupted within a
segment.
Type
Database
Column Name
Database
Table
integer
nice_ca
vwSMSTTSt
orageXX
tiStatus
smallint
nice_ca
vwTalkoverS
ummaryXX
siAgentBurst
float
nice_ca
vwTalkoverS
ummaryXX
fPercentAgentSpe
ak
smallint
nice_ca
vwTalkoverS
ummaryXX
siCustomerBurst
Indicates retention status of

transcription document.
Possible values:
except
Storage
rule
except
Storage
rule
except
Storage
rule

72
Rules
Manager
Filter?
Scorecard
Filter?
Type

that the customer spoke.
Talk Over
Percentage

that the agent/customer
spoke.
Talk Over Silence

that was silent.
Interaction Data
Field (Alias)
Description
Talk Over Customer

Talk
Database
Table
Database
Column Name
float
nice_ca
vwTalkoverS
ummaryXX
fPercentCustomer
Speak
float
nice_ca
vwTalkoverS
ummaryXX
fPercentTalkOver
float
nice_ca
vwTalkoverS
ummaryXX
fPercentSilence
except
Storage
rule
except
Storage
rule
except
Storage
rule
Talk Over Silence

periods Contact Id
The ID of the contact being

sent to Talk Analysis in
order to find the silent
periods of the interaction.
Bigint=8
bytes
nice_ca
vwNCATalkO
verSilencePe
riodsXX
iContactId
Talk Over Speaking

Activities Contact Id
The ID of the Contact being

sent to Talk Analysis in
order to find the speaking
periods of a participant in
the interaction.
Bigint=8
bytes
nice_ca
vwNCATalkO
verSpeaking
ActivityXX
iContactId
Talk Over Total

Burst
Total number of
interruptions (by agent and
customer).
smallint
nice_ca
vwTalkoverS
ummaryXX
siTotalBurst
except
Storage
rule

73
Interaction Data
Field (Alias)
Tape Request
Description
Indicates whether a hard

copy was requested via the
Request Wizard.
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
true/false
(boolean)
nice_ib
vwRequest
bHardCopyReque
st
Possible values:
True/False
Task Category
Category assigned to the

task.
nvarchar
nice_rule
vwTasks
nvcCategoryNam
e
Task Flag
Task flag assigned to an

interaction.
integer
nice_interactions
tblInteraction
sPublicFlags
XX
iFlagID
Possible values:
2 = Reviewed
4 = Follow Up
5 = New
6 = System Irrelevant
7 = Manually Removed
8 = Follow Up but System
Irrelevant
9 = Removed & System
Irrelevant
10 = Deleted
11 = Important
12 = Important but System
Irrelevant

74
Interaction Data
Field (Alias)
Description
Task Flag
Modification Date
Date the task flag was

changed by the system
Task Flag Modify

Date
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Column Name
Database
Table
datetime
nice_interactions
tblInteraction
sPublicFlags
XX
dtModificationTim
e
Date the task flag was

changed by the user or the
system.
datetime
nice_interactions
tblInteraction
sPublicFlags
XX
dtModifyDate
Task Flag Segment

ID
Segment ID for the segment

that was assigned a task
flag.
integer
nice_interactions
tblInteraction
sPublicFlags
XX
iInteractionID
Task Flag Segment

Type
Internal Segment type for

the segment that was
assigned a task flag.
integer
nice_interactions
tblInteraction
sPublicFlags
XX
iInteractionTypeID
integer
nice_rule
vwTasks
iTaskId
Possible values:
0 = Unknown
1 = Clip recording
2 = CTI
4 = Email
8 = Chat
16 = Web
32 = Time interval
64 = VOX
Task ID
Internal ID number
assigned to the task.

75
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Task Score
Score assigned to one

interaction in the task.
integer
nice_interactions
tblInteraction
sPublicFlags
XX
iScore
Task Type ID
Type ID of the task.
tinyintege
r
nice_rule
vwTasks
iTaskType
Possible values:
0 = Monitoring
1 = Discovery
Text Segment ID
ID that is assigned to text

interaction.
integer
nice_interactions
tblTextInterac
tionXX
iInteractionID
Total Calls Duration
The duration of all the

interactions that belong to
the task.
bigint
nice_rule
vwTasks
biTotalCallsDurati
on
Total Calls Number
The number of all the

interactions that match the
task filter (before wordspotting).
integer
nice_rule
vwTasks
iTotalCallsNumber
Trunk Group
Trunk group associated with

the participant.
varchar
nice_interactions
tblParticipant
XX
vcTrunkGroup
Trunk Label
Trunk label associated with

the participant
nvarchar
nice_interactions
tblParticipant
XX
nvcTrunkLabel
varchar
nice_interactions
tblParticipant
XX
vcTrunkNumber
Trunk Number
Trunk number associated

with the participant.
X
For
Scheduler

76
Interaction Data
Field (Alias)
User Department
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
nice_admin
vwUserLists
nvcDepartment
Department list item name

nvarchar
User Department ID

department of a user as
defined via Users
Administrator.
integer
nice_admin
tblUser
iDepartmentID
User DepartmentID
Department list item.
integer
nice_admin
vwUserLists
iDepartmentId
User Email Address
Email address of a user as

defined via Users
Administrator.
varchar
nice_admin
tblUser
vcEmailAddress
User Flag Segment

ID
ID number of the segment

that the user flag is attached
to.
integer
nice_interactions
tblInteraction
sUserFlagsX
X
iInteractionID
User Flag Segment

Type
Type of segment that the

user flag is attached to.
integer
nice_interactions
tblInteraction
sUserFlagsX
X
iInteractionTypeID
datetime
nice_admin
tblUser
dtGradDate
Length =
255
Length =
64
Possible values:
0 = Unknown
1 = Screen
2 = Voice
User Graduation
Date
Graduation date of the user

as defined via Users
Administrator.

77
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
User Hire Date
Hire date of the user as

defined via Users
Administrator.
datetime
nice_admin
tblUser
dtHireDate
User ID
Internal ID of a user.
integer
nice_admin
tblUser
iUserId
User Job Class ID

Job Class of the user as
defined via Users
Administrator.
integer
nice_admin
tblUser
iJobClassID
User Job Function

ID

Job Function of the user as
defined via Users
Administrator.
integer
nice_admin
tblUser
iJobFunctionID
User Job Skill ID

Job Skill of the user as
defined via Users
Administrator.
integer
nice_admin
tblUser
iJobSkillID
User Login Name
Login name of the user
nvarchar
nice_admin
tblUser
nvcLoginName
length =
255

78
Interaction Data
Field (Alias)
User Status
Description
User status as defined via

Users Administrator:
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
integer
nice_admin
tblUser
iStatus
integer
nice_interactions
vwInteraction
ArchInfoXX
tiVoiceArchiveStat
us
integer
nice_interactions
vwInteraction
ArchInfoXX
tiVoiceESMArchiv
eStatus
0 = Active
1 = Inactive
2 = Deleted
3 = Locked
Voice Archive
Status
Archive status of the voice

part of the interaction
0 Not Archived
1 Archived
2 In Progress
3 Partial Archived
Voice ESM Archive

Status

voice part of the interaction:
0 Not Archived
1 Archived
2 In Progress
3 Partial Archived

79
Interaction Data
Field (Alias)
Voice File System
Archive Status
Description

status of the voice part of
the interaction:
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
integer
nice_interactions
vwInteraction
ArchInfoXX
tiVoiceFSArchive
Status
integer
nice_interactions
vwInteraction
ArchInfoXX
iVoiceRemainder
Days
0 Not Archived
1 Archived
2 In Progress
3 Partial Archived
Voice Remaining
Days
Displays the number of

days remaining until the
Voice Expiration Date
occurs.
If there is no expiration date,
or if the date has already
occurred, the value will be
shown as zero.
Word Certainty
A value of 1 - 100
representing the certainty of
whether word-spotting took
place.
smallint
nice_ca
vwNCASpott
edWordsXX
siCertainty
Word Certainty
Include AdHoc
Level of certainty assigned

to an Instant Word Search.
smallint
nice_ca
vwNCAAdHo
cWordSpottin
gXX
siCertainty
Word ID
word defined via Lexicon
Manager for word-spotting.
integer
nice_ca
vwNCASpott
edWordsXX
iWordId

80
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Word ID Include
AdHoc
word used in an Instant
Word Search.
integer
nice_ca
vwNCAAdHo
cWordSpottin
gXX
iWordId
Word Name
Words defined via Lexicon

Manager for word spotting
analysis.
varchar
nice_ca
vwNCAWord
Name
vcWordAlias
The position of a spotted

word (the corresponding
Word ID) in milliseconds from the beginning of a
segment.
varchar
nice_ca
vwWordSpott
ingSummary
XX
nvcWordsByPositi
on
Word Position From

End
The position of the spotted

word in milliseconds from
the end of the segment.
integer
nice_ca
vvwNCASpot
tedWordsXX
iPositionFromEnd
Word Position From

End Include AdHoc
Position of a word spotted in

an Instant Word Search.
integer
nice_ca
vwNCAAdHo
cWordSpottin
gXX
iPositionFromEnd
Word Position From

Start
The position (in

milliseconds) from the end
of a segment of a spotted
word in an Instant Word
Search.
integer
nice_ca
vwNCASpott
edWordsXX
iPosition
Word Position
Length =
850
Length =
886

81
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Word Position From

Start Include AdHoc
The position (in

milliseconds) from the
beginning of a segment of a
spotted word in an Instant
Word Search.
integer
nice_ca
vwNCAAdHo
cWordSpottin
gXX
iPosition
Word Sorted
Internal Word IDs within a

segment - sorted according
to ID numbers.
varchar
nice_ca
vwWordSpott
ingSummary
XX
nvcWordsSorted

speaker of a spotted word.
smallint
nice_ca
vwNCASpott
edWordsXX
tiParticipant
smallint
nice_ca
vwNCAAdHo
cWordSpottin
gXX
tiParticipant
Word Speaker
Length =
886
Possible values:
1 = Agent
2 = Customer
3 = Both
Word Speaker
Include AdHoc

speaker of a spotted word in
an Instant Word Search.
Possible values:
1 = Agent
2 = Customer
3 = Both

82
Interaction Data
Field (Alias)
Description
Rules
Manager
Filter?
Scorecard
Filter?

Type
Database
Table
Database
Column Name
Word Spotting
Complete ID

complete interactions in
which the word was spotted.
integer
nice_ca
vwWordSpott
ingSummary
XX
iContactId
Word Spotting
Segment ID

segment in which the word
was spotted.
integer
nice_ca
vwWordSpott
ingSummary
XX
iInteractionId
Wrapup Time
Amount of time (in ticks) the

recording continued after
the interaction ended.
bigint
nice_interactions
tblRecording
XX
biWrapupTime

query results, the wrap up
time appears in seconds.

83
Resource ID List
Resource ID List
The Resource List below itemizes the different resources and their corresponding ID numbers.
ID
Resource
User
Hierarchy
Group
Call Data
System Administrator
User Administrator
Unified Query
Playback Media Server
NICE Instant Messenger
10
Form Designer
11
Playback Resource Manager
12
Locate Service
13
Playback
14
Playback Media Service
15
Playback Server
16
CLS Database
17
Administration Database
18
Switch
19
Logger
84
Resource ID List
ID
Resource
20
SQL Server
21
Monitor
22
Desktop
23
CLS Server
24
AuditDb
25
ContentDb
26
NifDb
27
ScreenSenceDb
28
EventsDb
29
StorageCenter
30
ROD
31
ContentAnalysisServer
32
Reporter
33
AuditTrailServer
34
Device Group
35
Device
36
Lists Editor
37
NiceScreen Logger
38
Rules Manager
39
Lexicon Editor
40
MyUniverse

85
Resource ID List
ID
Resource
41
NiceLearning
42
Uploader
43
Desktop Analytics
44
LoggerBackup
45
Media Library
46
CTI Event DB Server
47
Evaluator
48
CTI Driver DB
49
Rule Engine DB
50
FlexGroup
51
Clip Recorder
52
Coaching
56
Rule Engine
57
Reporter DB
58
Data Warehouse DB

86
Exception Types
Exception Types
The Exception Type list below itemizes the different exception types and their corresponding ID numbers.
Table 2-1: List of Exceptions
ID
1
Exception
Short
Description
Meaning
Possible Cause
Duplicate call
start.
Problem with the driver or PABX reports.

Duplicate start of call
another call with the same
call key has started while this
call was open.
Maximum
duration
exceeded.
Call too long the call was

open for more seconds than
the value of the registry
parameter
Recommended Action
Check the driver or PABX.
Collect the driver and CLS log files.
Either the call was longer than the

parameters value, or there is a problem
with the driver or PABX reports.
Check if the value of the Call Server parameter op_MaxOpenCallDuration

matches the length of calls in the site.
MaxOpenCallDuration
and was therefore forcibly
closed.
Call flushed
while open.
Call flushed a flush

command was executed
while the call was open.
The driver may have gone down and

come up.
Check that the driver is up.
N/A
N/A
N/A
N/A
Call start not

reported.
End call without start (Default Problem with the driver or PABX reports.
Start Time).
Could be followed by reports with exp02
because the start and end call reports
have different information.
N/A
N/A
N/A
N/A
No available
recording
channels.
Resource allocation for

recording has failed because
there were no available
resources for recording.
Total or Interaction Based:
Check network connection between the Interactions Center and the Logger.
Check if there is any alarming about logger disconnections from Interactions
Logger not available to Interactions

Center (down or network
disconnection)
Interaction Based:
There are no free resources available
for recording the interaction.
Review the driver log files, look for errors. If there is no error no action is needed.
Review the driver log files, look for errors. If there are errors, collect the driver and
CLS log files.
Center.
Interaction Based:
Check if there is an increasing number of recording failures with exception 7
over time.
Check the call rate to see if the recording load on the customer site exceeds
the channel capacity.

87
Exception Types

ID
Exception
Short
Description
Meaning
Possible Cause
Recommended Action
Logger not responding.
Problem with Logger or connection to

Logger.
Check the Logger.

Check the network connectivity between the Logger and the CLS.
Check the RCM logs.
Logger not
responding.
Unspecified
Unspecified recording failure. Unknown failure cause. Received from
recording failure.
the RCM.
Collect the Integration and CLS log files.
10
Agent logout
during call.
Agent logout during the call.
Check if it is physically possible to logout during a call.

11
Too many calls

for agent/
extension.
MaxExtentionOpenCall The agent had more simultaneous open

- too many open calls for the segments than the parameter value.
same agent/extension when Could be a problem with the driver or
compared to the
PABX call reports.
Problem with the driver or PABX call or

logout reports.
Check if the parameter value meets the requirements of the site.

Look for calls with exp02 to see if there is a problem with the call reports.
op_MaxCallPerExt
registry parameter.

88
Exception Types

ID
12
Exception
Short
Description
Voice recording
failed.
Meaning
Possible Cause
Recommended Action
Voice recording failed.
Error code received from the Telephony Server

or if RCM was down on start of call. If this
appears as E12, check the sub-exception ID for
more information:

Sub-exception E122 Check if there is any alarming about Logger disconnections from the Interactions Center.
Check the network connection between the Interactions Center and the Logger.
Check for overload on the logger (CPU).
Check RCM an IP Capture logs for errors.
Sub-exception E123 Check RCM logs during the time of the failed call recording for errors.
Check if there is any alarming about Logger disconnections from the Interactions Center.
Check network connection between the Interactions Center and the Logger
Sub-exception E124 Check configuration in CTI Integration and the AES of the virtual extensions recording the
Sub-exception E122
13
Screen Logger
not responding.
Screen logger not

responding.
- Failure has
occurred when updating resource
forwarding data, such as IP change or
forwarding device change.
Sub-exception E123 - Recording
failure on start recording command or
during recording itself.
Sub-exception E124 - Call
recording failed in Avaya DMCC, because
there was no audio on any of the observed
sources in an internal call.
Sub-exception E121400 - The
Logger did not respond to a recording
command.
Sub-exception E121402 - Failed
to handle request on open recording.
Recording might have started and failed on
stop or update. Partial media might be
available for playback.
Sub-exception E121801 Recording was stopped, because mapping
relevant for the recording was affected due
to online mapping configuration update in
channel mapping.
Sub-exception E121702 - Audio
verification on a VoIP recording resource
has failed.
Note: Relevant only for NICE Perform
Release 3.0 SP4
Sub-exception 12 310 - There was
a disconnection between Interactions
Center and the Voice Logger during call
recording. Partial audio might be available
for playback until the time of the
disconnection.
Logger is down or network issue.
device numbers of the call participants.

Check that there is no manual service observation for any of the call participants.
Sub-exception E121400 Check if there is any alarming about Logger disconnections from the Interactions Center.
Check the network connection between the Interactions Center and the Logger.
Check for overload on the Logger (CPU).
Sub-exception E121402 - Check the RCM logs during the time of the failed call
recording for errors.
Sub-exception E121801 - This exception is for notification only.

Sub-exception E121702 - Check the configuration, the forwarding data passed to the
Capture (RCM logs), the Capture logs, as well as the forwarding device configuration. For
example, no audio is received if no or wrong forwarding information is passed to Capture, or if
the audio is not forwarded by the telephony switch/forwarding device.
Sub-exception 12 310 -
Check if there is any alarming about Logger disconnections from the Interactions Center.
Check for overload on the Logger (CPU).
Check the NiceScreen Logger and ScreenAgent. Check the RCM logs for errors
when calling screen capture to start record.

89
Exception Types

ID
14
Exception
Short
Description
Screen
recording failed.
Meaning
Possible Cause
Recommended Action
Screen recording failed.
An Error code that might indicate RCM

was down on start of Call.
If this appears as E14, check the subexception ID for more information:

failure on start recording command or
during recording itself.
Sub-exception E144 - Start record

command to ScreenAgent failed.
Sub-exception E141002 indicates an

error was received during screen
recording. Either ScreenAgent was
disconnected from the Interactions
Center or ScreenAgent recording
failed. Partial recording (up until the
time of the error) may be available.
Sub-exception E141402 - Failed to

handle request on open recording.
Recording might have started and
failed on stop or update. Partial media
might be available for playback.

was stopped, because mapping
relevant for the recording was affected
due to Online Mapping Configuration
Update in Channel Mapping.
Sub-exception E14310 - There was a

disconnection between Interactions
Center and Screen Logger during call
recording.
Check the NiceScreen Logger.

Check the RCM logs.
Sub-exception E141801 - This exception is for notification only.
Sub-exception E14310 -
Check if there is any alarming about logger disconnections from the

Interactions Center.
Check for overload on the logger (CPU).
Sub-exception E143 - Check the status of the ScreenAgent and connectivity to
the Screen Logger from the Interactions Center and from ScreenAgent.
Check RCM logs for errors.

Sub-exception E144 Check the RCM logs for errors that ocurred during the time of the failed call
recording.
Check the RCM logs for errors from ScreenAgent (search for mml msg in the
RCM logs).
Sub-exception E141002 Check ScreenAgent status and connectivity to Screen Logger from the
Interactions Center and from ScreenAgent.
RCM logs).
Sub-exception E141402 Check the RCM logs for errors that ocurred during the time of the failed call
recording.
RCM logs).
Partial audio might be available for

playback until the time of the
disconnection.

90
Exception Types

ID
15
Exception
Short
Description
Meaning
Unmapped voice Unmapped voice recording.

recording.
Possible Cause
Recommended Action
Problem in the voice channel

configuration.
Switch the logs to DEBUG.

Check channels configuration. See if there is a mapping configured for this call.
Check the RCM logs.
Check what the RCM received in the Start request.
16
Unmapped
screen
recording.
Unmapped screen recording. The recording request was received with If the allocation mode is by IP address then check if the agent logged in. Check ports.
empty Station or IP address (depends on Verify in the RCM logs that the start request for recording the agent's screen
the screen allocation mode).
contained the ScreenAgent's IP.
17
Voice recording
retry.
Recording voice succeeded May be a temporary failure on the Logger. Check Logger for possible reasons for temporary failures.
only after retry (partial retry).
18
Call Server
service
shutdown.
Call Server was down during Call Server was down.

the call.
Check reason for Call Server failure.

Collect CLS logs, event viewer and CPU Performance Monitor.
19
N/A
N/A
N/A
20
Logger not
responding.
The Logger did not respond Stop record command arrived before a
to the start record command. response for the start record request
arrived. This may occur for one of the
following reasons:
N/A
The call was very short (1 or 2

seconds).
The request was for
No action is needed if there was indeed a short call; otherwise collect CLS and
driver log files.
If the request was for 2 medias, try to understand the recording problem with the
first media.
Check the RCM logs.

Check the Call Server logs.
2 medias.
Success in both was required (usually

QA).
One media failed immediately.

Stop record is sent for both medias.
21
N/A
N/A
N/A
N/A
22
N/A
N/A
N/A
N/A

91
Exception Types

ID
23
24
Exception
Short
Description
Meaning
Possible Cause
Recommended Action
Call start not

reported.
Stop record without start

(screen or voice).
Usually happens with very short calls.
The request was for 2 medias. Success in

both was required (usually QA). One
media failed immediately. Stop record
was sent for both medias.
Error in stop
record request.
first media.
Or may be an internal problem.
Check the RCM logs.

Stop record with wrong ID.
Usually happens with very short calls.
No start call request was

found with this CLS Call ID.
The request was for 2 medias. Success in

both was required (usually QA). One
media failed immediately. Stop record
was sent for both medias.
Or may be an internal problem.

Too many recording requests May occur due to a problem with the
driver or PABX call reports calls are not
for the same Logger and
closed.
channel (more than 30).
25
Too many
requests for
channel.
26
RCM service
RCM was down during the
down during call. call.
27
Error on
complete
interaction start.
28
No available
recording
resource.
29
driver log files.
driver log files.

first media.
Check the RCM logs.

Collect CLS and driver log files.
RCM was down.

Check the RCM logs.
Check the reason that the RCM went down.
The contact started after its

segment.
Problem in the driver or PABX call or

logout reports.

Check the RCM logs for a long period in DEBUG mode.
No available recording
resource.
Not enough Logger recording channels.
The RCM (Resource Call

Manager) cannot allocate
more resources for this
initiator.
There maybe a problem with calls that

are not closed and therefore resources
are not being freed up.
Bad resource management configuration.
Segment was open when the Could be a problem with the drivers or
Error on
contact closed.
PABX call reports.
complete
interaction close.
See if the configuration meets the site needs. If not change it.
Restart the RCM.
Check the RCM logs.
Could be a problem with the driver or PABX reports.


92
Exception Types

ID
Exception
Short
Description
Meaning
Possible Cause
Recommended Action
30
Time Interval
recording
aborted.
Block dummy call was closed Call Server restarted.

due to a Call Server restart.
Collect CLS log files.

Check why Call Server was closed.
31
Client
disconnect.
Client was disconnected

during the open block.
Client was disconnected.

Check why the client was disconnected.
32
N/A
N/A
N/A
N/A
33
Stop on demand Stop on demand was

not by initiator.
performed on the interaction
recording by a client who
was not the recording
initiator.
No action required.
Stop on demand was performed on the
interaction recording by a client who was
not the recording initiator.
34
Invalid call time

report.
Call Server error. Illegal time parameters

were reported.

35
RCM service not The Call Server received a

responding.
timeout error on the
request to the RCM.
RCM is too busy.

Check the RCM logs.
Business data
value too long.
Business data length is incorrectly

specified.
36
Time field was changed by

the DB Server. Interaction
was inserted with time value
lower then 1970. Stop time
was lower than start time.
String field was truncated by

the DB Server. Call Server
sent a string longer than
allowed by the DB schema.
Internal RCM error.

Event caused the RCM not to respond,
for example, detected many Loggers
initializing.

Check the maximum business data length, change it in the database and restart
the CLS.

93
Exception Types

ID
37
Exception
Short
Description
Meaning
Possible Cause
Recommended Action
Failed to record
VoIP.
Failed to record. Audio not

found in VoIP recording.
This usually indicates that VoIP RTP

Packets are not arriving to the Logger
after a call has started.
Try to play the call and see if there is audio (calls without speaker icon can still be
Note: Relevant for all VoIP

environments (e.g., passive
and active).
After the Start command to the Logger,

the RCM waits a few seconds (default is
2.5 seconds in NICE Perform Release
3.0 or 4 seconds in NICE Perform
Release 3.1 and above) and checks if the
audio packets were received.
played back if there is audio on the Logger).

If there is audio:
Check if the exception occurs in a specific call scenario (hold/retrieve,

conference, IVR).
Check the value of the RCM configuration parameter Check Audio Delay
in the Interactions Center Plugin. This value may need to be adjusted.
Check if there are delays in arrival of RTP packets to the VoIP Logger. If the
delay is larger than the current value of Check Audio Delay, then it should
be increased accordingly.
In an SRTP environment, check audio delay, should be increased to at least

7000 milliseconds.
If there is no audio:
Check if RTP arrived to the VoIP Logger.

Check if there were any network issues at the time that might cause RTP
Packets to arrive in a large delay.
38
Failed to update
VoIP data.
Update VoIP (which updates

the IP for an open request
and its participant) sent by
the Driver failed.
Occurs, for example, when the update is

for an unmapped device or a closed
request, or because the update was not
received by the RCM.
Check that the device in the Update VoIP sent from driver is mapped.
39
Split Contact - Segments for

Complete
contact handled on more
interaction
than one Interactions Center.
handled on
multiple servers.
40
Recording time
mismatch.
Recording Time Mismatch Problem with integration. Calls may be

recording time was out of call reported late to the CLS when the system
time range.
is under stress.
41
Unknown
Initiator.
At the start of the call, the

initiator participant has no
User ID, that is, the User ID
was not found in the
UserAdmin Database.
Interaction Router could not find mapped No action required.

segment on the Interactions Center that
was selected for the other open segment
under the same contact.
User is not defined under UserAdmin.
Ensure the user exists and is defined in the database.

94
3
Index of Aliases per Table
tblAuditGroupMessage
Audit Group ID 19
Audit Group Message Type ID 19
Audit Group Resource Type ID 19
tblAuditMessage
Audit Initiator User ID 20
Audit Message ID 20
Audit Message Text 20
Audit Message Time 21
Audit Message Type 21
Audit Resource Type 21
tblAuditMessageParameter
Audit Message Parameter Date 20
Audit Message Parameter ID 20
Audit Message Parameter Index 20
Audit Message Parameter Numeric Value 20
Audit Message Parameter Text Value 20
tblAuditMessageType
Message Title 42
Message Type ID 42
tblCallInteractionXX
Segment Business Data 56
Segment Call Direction Type ID 56
Segment Client DTMF 56
Segment External Call ID 60
Segment ID 2 60
Segment is Available for Playback 62
Segment Switch Call ID 65
Segment Switch Call Index 65
Segment UCID 67
Segment Vector Number 67
Segments Compound ID 70
tblContactInteractionxx
Cross Complete ID 32
Cross Segment ID 32
tblContactxx
Complete Close Reason ID 22
Complete Direction Type ID 25
Complete Duration 25
Complete ID 26
Complete Initiator User ID 26
Complete Media Type ID 26
Complete Open Reason ID 27
Complete Recorded Type ID 28
Complete Start Time 28
Complete Stop Time 28
Complete Transfer ID 30
Complete Transfer Site ID 30
tblDirectionType
Direction Type Description 35
Direction Type ID Lookup 35
tblHangUpSide
IM Segment ID 37
IM Segment Modify Date 37
tblInitiatorType
Segment Initiator Type Description 61
Segment Initiator Type ID 62
tblInteractionsPublicFlags
Flag Related Task ID 36
Task Flag 74
Task Flag Modification Date 75
Task Flag Modify Date 75
Task Flag Segment ID 75
Chapter 3: Index of Aliases per Table
95
Task Flag Segment Type 75

Task Score 76
tblInteractionsUserFlagsXX
Flag 36
Flag Related User ID 37
Flag Related User Site ID 37
User Flag Segment ID 77
User Flag Segment Type 77
tblInteractionType
Segment Type Description 66
tblInteractionXX
Internal Segment Client Start Time 38
Internal Segment Client Stop Time 38
Segment Close Reason ID 57
Segment Dialed Number 59
Segment Duration 59
Segment ID 60
Segment Initiator User ID 62
Segment Media Type ID 63
Segment Open Reason ID 64
Segment Other Switch ID 64
Segment Start Time 65
Segment Stop Time 65
Segment Switch ID 65
Segment Type ID 67
tblItemXX
Item Complete ID 39
Item is Public 39
Item Segment ID 39
Item Sequence Number 39
Item Time Stamp 39
Item Type ID 39
Item User ID 39
Item User Value 40
Item was Deleted 40
Offset of Comment 43
Language Id 41
tblParticipantXX
Device ID 34
Device Type ID 34
Participant Agent ID 43
Participant Client ID 43
Participant CTI Agent Name 43
Participant Department 44
Participant ID 44
Participant is First User 44
Participant is Segment Initiator 44

Participant Segment ID 44
Participant Switch ID 44
Participant Type ID 45
Participant User ID 45
Participant Virtual Device ID 45
Phone Number 45
Station 71
Trunk Group 76
Trunk Label 76
Trunk Number 76
tblRecordedType
Recording Archive Status 47
Recording ESM Archive Status 47
Recording File System Archive Status 47
tblRecordingXX
Recording Channel 47
Recording ID 47
Recording Initiator Type ID 48
Recording Initiator User ID 48
Recording Logger 48
Recording Media Type ID 49
Recording MML Hint 49
Recording Participant ID 49
Recording Program ID 49
Recording Recorded Type ID 49
Recording Segment ID 49
Recording Side Type ID 50
Recording Start Time 50
Recording Stop Time 50
Recording Time Difference 50
Wrapup Time 83
tblReservedXX
Reserved Complete ID 54
Reserved Segment ID 54
Rule Default Productivity 54
Rule Default Quality 54
Rule Default System Emotion 54
Rule Default System Score 54
tblScreenSenseInteractionXX
Segment Desktop Analytics Event ID 57
tblTaskStepInteractions
Step Interaction Interaction ID 71
Step Interaction Interaction Server ID 71
Step Interaction Interaction Site ID 71
Step Interaction Step ID 71
96
Step Interaction Task ID 71

Average Response Time 21
Direction 34
Email Subject 36
Max Response Time 42
Sender Domain 70
Sender Email Address 70
Sender Name 70
Text Segment ID 76
tblUser
First Name 36
Full Name 37
Graduation Score 37
Last Name 41
Middle Name 43
User Department ID 77
User Email Address 77
User Graduation Date 77
User Hire Date 78
User ID 78
User Job Class ID 78
User Job Function ID 78
User Job Skill ID 78
User Login Name 78
User Status 79
tblWordSpottingSummary
Talk Over Agent Talk 72
Talk Over Customer Talk 73
vwCompoundCallHeader
Complete Abandoned Hold/Queue Duration 21
Complete Contains Conference 22
Complete Contains Transfer 23
Complete Hang Up Side ID 25
Complete ID 2 26
Complete Participants Count 27
Complete Ring Duration 28
Complete Stages Count 28
Complete Total Conference Count 29
Complete Total Hold Count 29
Complete Total Hold Duration 29
Complete Total Queue Time 29
Complete Total Ring Time 29
Complete Total Transfers Count 29
Complete Total Wrap Up Time 30
Complete was Abandoned From Hold 30
Complete was Abandoned From Queue 30
Complete Wrap Up Duration 30
Initial Queue Time For Complete 38
Data Extraction Object Id 32

Desktop Analytics Event ID 33
Desktop Analytics Value Type 34
vwEvents
Emotion Speaker 36
vwExtNotificationsContacts
Complete Desktop Analytics Event Count 23
Complete Desktop Analytics Event ID 23
Complete Desktop Analytics Event Numeric
Value 23
Complete Desktop Analytics Event String
Value 23
Complete Desktop Analytics Group Count 24
Complete Desktop Analytics Group ID 24
Complete Desktop Analytics Seconds From
End 24
Complete Desktop Analytics Seconds From
Start 24
vwExtNotificationsInteraction
s
Segment Desktop Analytics 57
Segment Desktop Analytics Event Count 57
Segment Desktop Analytics Event ID
(nice_screen_sense) 58
Segment Desktop Analytics Event Numeric
Value 58
Segment Desktop Analytics Event String
Value 58
Segment Desktop Analytics Group ID 58
Segment Desktop Analytics Interaction ID 58
Segment Desktop Analytics Notification ID 58
Segment Desktop Analytics Seconds From
End 59
Segment Desktop Analytics Seconds From
Start 59
Segment Desktop Analytics User ID 59
AA Task ID 19
dtAnalysisTime 35
iInteractionID 37
vwGroups
Last Extended Date 41
Last Extended Reason 41
Last Extended Reason ID 41
Last Extension by User 41
Screen Archive Status 54
Screen ESM Archive Status 55
Screen File System Archive Status 55
97
Screen Remaining Days 55

Voice Archive Status 79
Voice ESM Archive Status 79
Voice File System Archive Status 80
Voice Remaining Days 80
vwMultiEvaluatedInteraction
Word Certainty Include AdHoc 80
Word ID Include AdHoc 81
Word Position From End Include AdHoc 81
Word Position From Start Include AdHoc 82
Word Speaker Include AdHoc 82
vwNCAExcitementSummary
Emotion Certainty 36
Word Certainty 80
Word ID 80
Word Position From End 81
Word Position From Start 81
Word Speaker 82
Talk Over Silence periods Contact Id 73
Talk Over Speaking Activities Contact Id 73
Word Name 81
vwNCAWordSpotting
Word ID 19
vwNIFSurveyResult
Desktop Analytics Notification ID 33
Desktop Analytics Numerical Value 33
Desktop Analytics Object ID 33
Desktop Analytics Text Value 34
vwNotificationScreenObjectV
alues
Desktop Analytics Object ID 33
Desktop Analytics Object Value 33
Participant Name 44
vwRequest
Compliance Authorization Action 31
Compliance Authorizer First Name 31
Compliance Authorizer Full Name 31
Compliance Authorizer Last Name 31
Compliance Authorizer User ID 31
Currency ID 32
Reason ID 46
Request Amount 50
Request Creation Date 50
Request Creator First Name 50
Request Creator Full Name 51

Request Creator Last Name 51
Request Currency 51
Request Currency Rate 51
Request Expiry Date 51
Request ID 51
Request Initiator User ID 51
Request Initiator User Site ID 51
Request is Deleted 51
Request Modification Date 51
Request Name 52
Request Product Name 52
Request Reason 52
Request Status 53
Tape Request 74
Manager Authorization Action 42
Manager Authorizer First Name 42
Manager Authorizer Full Name 42
Manager Authorizer Last Name 42
Manager Authorizer User ID 42
vwScreenObjects
Desktop Analytics Object Description 33
Desktop Analytics Object Name 33
Segment Word Group Count 69
vwSegments
Segment Abandoned Hold/Queue Duration 56
Segment Ended with a Transfer 59
Segment Hold Count 60
Segment Hold Duration 60
Segment is Part of a Conference 63
Segment Participants Count 64
Segment Queue Duration 64
Segment Ring Duration 64
Segment was Abandoned from Hold 68
Segment was Abandoned from Queue 68
Segment Wrap Up Duration 69
Segments Compound ID 2 70
Segment Word 68
Segment Word Count 68
Segment Word Count Speaker 69
Segment Word Group 69
Segment Word Group Count Speaker 69
STT Status 72
Talk Over Agent Burst 72
Talk Over Customer Burst 72
Talk Over Percentage 73
Talk Over Silence 73
Talk Over Total Burst 73

98
vwTasks
Category channel type 21
Category priority 21
Completed 31
Creation Date 31
Creator First Name 31
Creator ID 32
Creator Last Name 32
Creator Name 32
Creator Status 32
Description 32
Finish Date 36
Is category marked as KPI 38
Is system category 38
Last Refresh Date 41
Name 43
Parent Category ID 43
Policy 45
Policy ID 46
Results 54
Start Date 71
Status 71
Task Category 74
Task ID 75
Task Type ID 76
Total Calls Duration 76
Total Calls Number 76

Is Deleted 38
Participant Text Interaction ID 44
Recipient Domain 46
Recipient Email Address 46
Recipient Name 46
Sender Domain 70
Sender Email Address 70
Sender Name 70
vwUserLists
Job Class 40
Job ClassID 40
Job Function 40
Job FunctionID 40
Job Skill 40
Job SkillID 40
List User ID 41
Location 41
LocationID 41
User Department 77
User DepartmentID 77
Word Position 81
Word Sorted 82
Word Spotting Complete ID 83
Word Spotting Segment ID 83

99

Interaction Data Reference Guide (Compliance) - NP - 3 5 PDF

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Interaction Data Reference Guide (Compliance) - NP - 3 5 PDF

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Interaction Data Reference Guide

NICE invites you to join the NICE User Group (NUG).

Whats New in Release 3.5? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Blank page for double-sided printing.

Interaction data is used to perform tasks in several NICE Perform applications.

Task using interaction data

Defining interaction data aliases. See Defining Alias Names via

Defining interaction data privileges. See Defining Interaction Data

Defining a query via Free Expressions. See Querying Free

Defining a filter for a rule. See Defining a Rule Filter using

Chapter 1: What is the Interaction Data Reference Guide?

How can this reference guide help me?

Chapter 1: What is the Interaction Data Reference Guide?

Whats New in Release 3.5?

Whats New in Release 3.5?

Querying Free Expressions via Interactions/Investigations on page 15 has been updated.

Exception Types on page 87 has been updated.

Defining Alias Names via System Administrator

Chapter 1: What is the Interaction Data Reference Guide?

Defining Alias Names via System Administrator

Chapter 1: What is the Interaction Data Reference Guide?

Activating/Deactivating Data Columns via System Administrator

Activating/Deactivating Data Columns via System

To activate/deactivate data columns:

Chapter 1: What is the Interaction Data Reference Guide?

Activating/Deactivating Data Columns via System Administrator

Chapter 1: What is the Interaction Data Reference Guide?

Defining Interaction Data Privileges via Users Administrator

Defining Interaction Data Privileges via Users

Select the interaction data privileges by selecting the appropriate checkboxes:

View: Enables the user to view the data column.

Edit: Enables the user to change the value of a data column.

from the selected data field.

Chapter 1: What is the Interaction Data Reference Guide?

Choosing Query Columns via Interactions/Investigations

Choosing Query Columns via Interactions/Investigations

Chapter 1: What is the Interaction Data Reference Guide?

Querying Free Expressions via Interactions/Investigations

Querying Free Expressions via Interactions/Investigations

Chapter 1: What is the Interaction Data Reference Guide?

Defining a Rule Filter using Expressions via Rules Manager

Defining a Rule Filter using Expressions via Rules Manager

Chapter 1: What is the Interaction Data Reference Guide?

Defining Scorecard Lists via Rules Manager

Defining Scorecard Lists via Rules Manager

Chapter 1: What is the Interaction Data Reference Guide?

Defining Storage File Names via Rules Manager

Defining Storage File Names via Rules Manager

Chapter 1: What is the Interaction Data Reference Guide?

Physical Database Parameters

The unique identifier of the

ID number assigned to the

Internal ID mapping the

Chapter 2: Interaction Data Fields

Physical Database Parameters

Audit Initiator User

User ID of the user

A date value for a

Internal index listing the

A numeric value for a

A text value for a parameter

Audit Message Text