Data Dictionary

The data dictionary provides details about measures, historical expressions, and attributes in CxEngage.

  The data dictionary is a work in progress as we continuously add to it and improve it. If you notice that the measure, historical expression, or attribute you are looking for isn't currently listed, please check back on an ongoing basis.

The items in this data dictionary are categorized as follows:

  • Measures are reporting statistics that measure events or states across your agents, interactions, tenants and queues in CxEngage. You can view these statistics in widgets in realtime dashboards, historical dashboards, or historical reports. You can also use these statistics in widgets that you create for custom dashboards.

  • Historical Reporting expressions use CxEngage statistics to format the statistic's value, display 0 when the statistic's value is null, or to calculate a new value. The tables below list the expression names as they appear in historical reporting under Other Expressions and describes the expression.
  • Attributes are qualities or characteristics of the statistic, such as a name, ID or date, for which the value was calculated.

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A

Abandons

Add Participant

Agent Presence

Agents

Answer Time

Audio Recordings

C

Channels

Consult Time

Contact Point

Conversations

Customers

Customer Satisfaction Score (CSAT)

D

Direction

Disposition Codes

E

Email

Estimated Wait Time

F

Flagged

Flow

Focus Time

H

Handle Time

Holds

I

Interactions

M

Messaging

O

Outbound

Q

Queues

Queue Callbacks

Queue Entries

Queue Length

Queue Time

R

Reason Codes

Resource Capacity

Response Time

Routing

S

Scripts

Secure Collections

Segments

Service Level Agreement (SLA)

Single Sign On (SSO)

T

Talk Time

Tenant

Tenant Time of Day

Third Party

Transfers

W

Work Offers

Wrap-Up

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