Table: Interaction Segments (Edify App)
This article contains column documentation for the Interactions Segments table in the Analytics workspace in Edify App.
The Interaction Segments table is for viewing information about a specific portion of a specific interaction. To view information about multiple interactions at once, use the Interactions / Interaction Details table.
In this article
Overview
The Interaction Segments table contains information related to individual “segments” of an interaction.
An interaction segment is a portion of an interaction. Edify automatically divides interactions into segments. Each segment represents a stage of the interaction’s life, starting from the moment the interaction is created in the queue to when it’s completed
For example, when a user answers, transfers, or wraps-up an interaction, Edify creates a new interaction segment to record information specific to that stage of the interaction’s life.
The Interaction Segments table includes much of the same information to be found in the Interactions / Interaction Details table, but this table is narrowed down to provide you more information about a specific segment of an interaction.
Note: The Interaction Segments table is for viewing information about a specific interaction. To view information about multiple interactions, use the Interactions / Interactions Details table.
Data sources using this table
This table is included in the following data sources. Click any of the links below to learn more about the data source, including its purpose and any other associated tables.
Column descriptions
This section alphabetically lists and describes each of the columns in the Interaction Segments table.
Communication Type
Contains the communication type of the interaction for the segment of the interaction.
Communication types include:
Email
Messaging
Phone
Task
Video
Completion Display
Contains the message for how the interaction was completed.
This completion message is displayed as a pop-up modal for the queue user once the interaction is completed. Also, depending on the completion message, it might also be posted to the interaction’s feed tab.
Note: This value is the completion message for the whole interaction. This value will be blank until the interaction is completed. Then, this value will be populated in each of the segment records associated with the interaction.
Examples include:
Customer ended webchat (the interaction was completed because the customer closed the web chat client by exiting it)
Customer Hang Up (the interaction was completed because the customer hung up the phone call and the queue user is configured to move interactions to completion when the phone call is ended)
Exit no Agents: Voicemail (the interaction was completed because it was processed through an exit no agents experience that routed the customer directly to the queue’s voicemail.)
Exit no Agents: Workflow [workflowName] (the interaction was completed because it was sent through an exit no agents experience that routed the customer to a workflow)
External Transfer Blind (the interaction was completed because it was transferred out of the queue)
Max wait: Voicemail (the interaction was completed because it went through a max wait experience and went to voicemail)
Max wait: Workflow [workflowName] (the interaction was completed because it went through a max wait experience and went to a workflow)
Q Transfer (the interaction was completed because it was transferred to another queue)
Q Transfer [queueName] (the interaction was completed because it was transferred to another queue)
Queue Voicemail (the interaction was completed because it went to the queue voicemail)
User Closed/Resolved (the interaction was completed because the user clicked the “Closed: Resolved” button on the interaction)
User Ended Call (the interaction was completed because the user ended the call)
User Hang Up (the interaction was completed because the user hung up the call)
Completion Value
Contains the person who completed the interaction.
Note: This value is the completion value for the whole interaction. This value is blank on an interaction’s segment records until the interaction is completed. When the interaction is completed, the interaction’s completion value populates in this column.
The values you will see here include:
“customer” (the customer hung up the phone call, triggering the completion of the interaction)
An extension number (i.e. *1096) (The interaction was transferred to a user’s extension, triggering the completion of the interaction)
Interaction Id (a number beginning with 004) (The interaction was transferred to another user, triggering the creation of a new interaction and the completion of the original interaction)
“user” (the user hung up the phone call, triggering the completion of the interaction)
Queue Id (a number beginning with 003) (The interaction was transferred to another queue, triggering the creation of a new interaction and the completion of the original interaction)
Queue voicemail ID (a value beginning with “qvm”) (The interaction was transferred to a queue’s voicemail inbox, triggering the completion of the interaction)
Created At
Contains the recorded date and time of when the interaction segment record was created.
Created By
Contains the user who was handling the interaction when the interaction segment record was created.
End Time
Contains the recorded date and time of when the interaction segment ended.
Event
Contains the status or action change that triggered the creation of the interaction segment.
Event Description
Contains the specific name of the status or action that triggered the creation of the interaction segment.
Hold Time
Contains the amount of time (in seconds) the interaction segment was on hold. This field populates if the segment had a status of “hold”.
Id
Contains the unique identifier of the interaction segment record.
Interaction Id
Contains the unique identifier for the interaction associated with the interaction’s segment record.
Last Updated At
Contains the recorded date and time of when the interaction segments record was last modified
Last Updated By
Contains the user who last modified the interaction segment.
Segment Number
Contains the number order of the segment. This number tracks what order the segment occurred in the interaction.
The first segment’s number is 1, the second segment’s number is 2, and so on.
Segment End API Request Id
Contains the identifier of the API request that ended the segment (if the segment was ended by an API request). If an API request didn’t end the segment, this field will be blank.
Segment Start API Request Id
Contains the identifier of the API request that triggered the creation of the segment (if the segment was created by an API request). If an API request didn’t start the segment, this field will be blank.
Status
Contains the interaction’s status during this interaction segment.
Sub Communication Type
Contains the sub communication type of the interaction segment.
Sub communication types include:
Callback
Chat
Coaching
Fax
Inbound
Learning
Other
Outbound
Social
Text
Voicemail
Time Interacting
Contains the amount of time (in seconds) spent interacting between the queue user and the customer during this segment of the interaction. This field populates if the segment had a status of “connected”.
Transfer Location
Contains the identifier of the Edify destination of the interaction when it was transferred.
Values this field could include are:
A queue ID
A user ID
Transfer Location Interaction Id
Contains the identifier of the newly created interaction that was created as a result of the interaction being transferred to the Transfer Location.
When transferring an interaction, a new interaction is created in the destination transfer location. This field shows the identifier of the newly created interaction record.
Transfer Location Queue Id
Contains the identifier of the queue containing the newly created interaction once it was created as a result of the transfer.
When transferring an interaction to a different queue, a new interaction is created in the new queue, which is a destination transfer location. This field shows the identifier of that new queue hosting the newly created interaction.
Transfer Result
Contains the result of the transfer. This value shows the result of the last transfer made on the whole interaction.
The values you will see here include:
complete (the transfer was successfully transferred to the destination)
cancel (the transfer was canceled, so no transfer was completed.)
User Id
Contains the unique identifier of the queue user associated with the interaction’s segment.
Wait Time, Segments
Contains the amount of time (in seconds) the customer waited in a particular status. This field populates if the segment had any of the following statuses:
open
automation
pending
creating
blindTransfer
attendedTransfer
Wrap Up Time
Contains the amount of time (in seconds) it took the queue user to complete the wrap up process. This field populates if the segment had a status of “wrapUp”.