interaction data reference guide (compliance) - np - 3 5.pdf
TRANSCRIPT
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
1/99
October 2010
385A0556-63 Rev. A2
Interaction Data Reference Guide
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
2/99
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
3/99
Information in this document is subject to change without notice and does not represent a
commitment on the part of NICE Systems Ltd. The systems described in this document are
furnished under a license agreement or nondisclosure agreement.
All information included in this document, such as text, graphics, photos, logos and images, is the
exclusive property of NICE Systems Ltd. and protected by United States and international
copyright laws.
Permission is granted to view and photocopy (or print) materials from this document for personal,
non-commercial use only. Any other copying, distribution, retransmission or modification of the
information in this document, whether in electronic or hard copy form, without the express prior
written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted
copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author
attribution, trademark legend or copyright notice shall be made.
All contents of this document are: Copyright © 2010 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
360 o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink,
Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom,
Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay,
Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE
Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack,
NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter,
NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro,
Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe,
Wordnet are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered
trademarks are the property of their respective owners.
Applications to register certain of these marks have been filed in certain countries, including Australia, Brazil, the
European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such registrations have matured
to registrations.
385A0556-63 Rev. A2
5,185,780
5,446,603
6,192,346
6,542,602
6,856,343
6,970,829
7,240,328
7,436,887
7,581,001
7,683,929
7,738,459
5,216,744
5,457,782
6,246,752
6,615,193
6,865,604
7,010,106
7,305,082
7,474,633
7,587,454
7,705,880
7,751,590
5,274,738
5,911,134
6,249,570
6,694,374
6,871,229
7,010,109
7,333,445
7,532,744
7,599,475
7,714,878
7,761,544
5,289,368
5,937,029
6,252,946
6,728,345
6,880,004
7,058,589
7,346,186
7,545,803
7,631,046
7,716,048
7,770,221
5,325,292
6,044,355
6,252,947
6,775,372
6,937,706
7,085,728
7,383,199
7,546,173
7,660,297
7,720,706
7,788,095
5,339,203
6,115,746
6,311,194
6,785,369
6,959,079
7,152,018
7,386,105
7,573,421
7,664,794
7,725,318
7,801,288
5,396,371
6,122,665
6,330,025
6,785,370
6,965,886
7,203,655
7,392,160
7,577,246
7,665,114
7,728,870
RE41,292
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
4/99
For assistance please contact your local supplier or the nearest NICE Systems Customer Service
Center:
EMEA Region: (Europe, Middle East, Af rica)
Tel: +972-9-775-3800
Fax: +972-9-775-3000
email: [email protected]
APAC Region: (As ia/Paci fi c)
Tel: +852-8338-9818
Fax: +852-2802-1800
email: [email protected]
The Americas Region: (North, Central, South America)
Tel: 1-800-NICE-611
Fax: +720-264-4012
email: [email protected]
Israel:
Tel: 09-775-3333Fax: 09-775-3000
email: [email protected]
All queries, comments, and suggestions are welcome! Please email: [email protected]
For more information about NICE , visit www.nice.com
International Headquarters-Israel
Tel: +972-9-775-3100
Fax: +972-9-775-3070
email: [email protected]
North America
Tel: 1-800-663-5601
Fax: +201-356-2197
email: [email protected]
United KingdomTel: +44-8707-22-4000
Fax: +44-8707-22-4500
GermanyTel: +49-(0)-69-97177-0
Fax: +49-(0)-69-97177-200
France
Tel: +33-(0)1-41-38-5000
Fax: +33-(0)1-41-38-5001
Hong-Kong
Tel: +852-2598-3838
Fax: +852-2802-1800
NICE invites you to join the NICE User Group (NUG).
Visit the NUG Website at www.niceusergroup.org , and follow the online instructions.
mailto:[email protected]://www.nice.com/http://www.niceusergroup.org/http://www.nice.com/mailto:[email protected]://www.niceusergroup.org/
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
5/99
Contents
NICE Perform® Compl iance Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
5
Contents
1What is the Interaction Data Reference Guide? 7
What’ s New in Release 3.5? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Defining Al ias Names via System Admini str ator . . . . . . . . . . . . . . . . . . . . . . .9
Activat ing/Deactivat ing Data Columns via System Administrator . . . . . . . . 11
Defining Interaction Data Privil eges via Users Adminis trator . . . . . . . . . . . 13
Choosing Query Columns via Interactions/Investigations . . . . . . . . . . . . . . 14
Querying Free Expressions v ia Interactions/Investigations . . . . . . . . . . . . . 15
Defining a Rule Filter using Expressions v ia Rules Manager . . . . . . . . . . . . 16
Defining Scorecard Lists vi a Rules Manager. . . . . . . . . . . . . . . . . . . . . . . . . 17
Defining Sto rage File Names via Rules Manager. . . . . . . . . . . . . . . . . . . . . . 18
2Interaction Data Fields 19
Resou rce ID Lis t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Excepti on Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
3Index of Aliases per Table 95
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
6/99
Blank page for double-sided printing.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
7/99
Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Compl iance Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
7
1
What is the Interaction Data ReferenceGuide?
What is the purpose of t his 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 datafield as well as the corresponding physical database parameters.
When do I use interaction d ata?
Interaction data is used to perform tasks in several NICE Perform applications.
Ap pl ication Task usi ng interaction data
System Administrator Defining interaction data aliases. See Defining Ali as Names via
System Administrator on page 9.
Activating/deactivating data columns. See Acti vat ing/Deactivat ing
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.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
8/99
8Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
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 d ata are not d escribed in thi s 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 RulesManager, 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 SystemAdministrator. Each column has an alias name and a column name.
• Database fields received from the switch: In each environment, different database fields areadded to the database directly from the switch. such as Call ID, Client DTMF and UCID.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
9/99
9Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
What’s New in Release 3.5?
What’s 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.
Defin ing 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
Admini st rat ion database. Click the Columns tab. The Column Details appear.
In the Alias Colum n Name field, you can define customized alias names. See System
Administrator’s Guide for details.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
10/99
10Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
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.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
11/99
11Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
Ac ti va ti ng/Deact iva ti ng Data Col umn s vi a Sy st em Ad mi nist ra to r
Activating/Deactivating Data Columns via System Administrator
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 Adm inist rat ion 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 Technic ian Mode.
3. In the Organization tree, select the database server that includes the Adm inist rat ion database
and click the Columns tab.
NOTE: The system is installed with the data fields ready-for-use. Use this procedure
only when further customization is necessary.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
12/99
12Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
Ac ti va ti ng/Deact iva ti ng Data Col umn s vi a Sy st em Ad mi nist ra to r
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 .
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
13/99
13Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
Defining Interaction Data Privileges via Users Administrator
Defining Interaction Data Priv ileges 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 Al l 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 Resour ce 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 datafrom the selected data field.
See Users Administrator’s Guide for details.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
14/99
14Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
Choosing Query Columns via Interactions/Investigations
Choosing Query Columns v ia 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.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
15/99
15Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
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 operatorand 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.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
16/99
16Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
Defining a Rule Filter using Expr essions vi a Rules Manager
Defin ing a Rule Filter us ing 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.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
17/99
17Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
Defining Scorecard Li sts 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 theCategories
dropdown list, select an interaction data field. Assign a weight and a valueor range of values. See Rules Manager Guide for details.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
18/99
18Chapter 1: What is the Interaction Data Reference Guide?
NICE Perform® Complianc e Suite Release 3.5: Interaction Data Reference Guide (Rev. A2)
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.
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
19/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Interaction Data Fields
The following table describes each interaction data field and provides the corresponding physical database
organized in alphabetical order according to alias names. These alias names are the default column names
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
AA Task ID The unique identifier of the
AA task (Used by the Insight
Manager).
uniqueide
ntifier
nice_ca vw
M
Audit Group ID ID number assigned to the
audit group.
integer nice_audit tb
pM
Audit Group
Message Type ID
Internal ID mapping the
audit group and the
message type ID.
integer nice_audit tb
pM
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 tb
pM
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
20/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Audit Initiator User
ID
User ID of the user
performing the action
(corresponding to the audit
message).
integer nice_audit tb
ag
Audit Message ID Internal ID representing an
audit message.
integer nice_audit tb
ag
Audit Message
Parameter Date
A date value for a
parameter in an audit
message.
datetime nice_audit tb
ag
r
Audit Message
Parameter ID
Internal ID representing an
audit message parameter.
integer nice_audit tb
ag
r
Audit Message
Parameter Index
Internal index listing the
parameters of an audit
message in proper
sequence.
integer nice_audit tb
ag
r
Audit Message
Parameter Numeric
Value
A numeric value for a
parameter in an audit
message.
integer nice_audit tb
ag
r
Audit Message
Parameter Text
Value
A text value for a parameter
in an audit message.
nvarchar
length =
255
nice_audit tb
ag
r
Audit Message Text Descriptive text of the audit
message.
nvarchar
Length =
4000
nice_audit tb
ag
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
21/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Audit Message
Time
Time of the audit message. datetime nice_audit tb
ag
Audit Message
Type
List of audit message types. integer nice_audit tb
ag
Audit Resource
Type
List of resource types. See
Resource ID List
on page 84.
integer nice_audit tb
ag
Average Response
Time
Average Response Time of
a text interaction.
bigint nice_interactions tb
tio
Category channel
type
The category channel
(voice\chat\email).
Integer nice_rule vw
Category priority Marks the monitoring
category as high priority.
tinyintege
r
nice_rule vw
Complete
Abandoned Hold/
Queue Duration
Sum of the amount of time
that the complete interaction
was on hold and in the
queue.
X X integer nice_cti_analysis vw
dC
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
22/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Complete Close
Reason ID
ID representing the reason
a complete interaction was
closed.
Possible values:
0 = Unknown
1 = Normal Start
2 = Normal End
4 = Transfer Start
8 = Transfer End
16 = Conference
32 = Inter Queue
64 = Networking128 = Segment
256 = Compound
512 = Block
1024 = Clip Recording
X integer nice_interactions tb
Complete Contains
Conference
Indicates whether there was
at least one conference
(three or more participants
in the interaction).
Possible values:
True/False
boolean nice_cti_analysis vw
dC
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
23/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Complete Contains
Transfer
Indicates whether there was
at least one transfer during
the interaction.
Possible values:
True/False
X X boolean nice_cti_analysis vw
dC
Complete Desktop
Analytics Event
Count
Number of times an
Analysis Event took place in
a complete interaction.
X X integer nice_screen_sen
se
vw
tio
s
Complete Desktop
Analytics Event ID
Internal ID assigned to an
Analysis Event which is
associated with a complete
interaction.
X X integer nice_screen_sen
se
vw
tio
s
Complete Desktop
Analytics Event
Numeric Value
Numeric value defined in
the Analysis Manager for a
specific Trigger object
associated with the
complete interaction.
X X float nice_screen_sen
se
vw
tio
s
Complete Desktop
Analytics Event
String Value
String value defined in the
Analysis Manager for a
specific Trigger object
associated with the
complete interaction.
X X nvarchar
Length =
50
nice_screen_sen
se
vw
tio
s
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
24/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
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).
X X integer nice_screen_sen
se
vw
tio
s
Complete Desktop
Analytics Group ID
Internal ID of the Analysis
Group to which the related
Event belongs (Complete
Analysis Event ID).
X X integer nice_screen_sen
se
vw
tio
s
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
vw
tio
s
Complete Desktop
Analytics Seconds
From Start
Number of seconds after
the complete interaction
began when a specific
Analysis Event took place.
integer nice_screen_sen
se
vw
tio
s
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
25/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Complete Direction
Type ID
ID representing the direction
of the complete interaction.
Possible values:
0 = Unknown
1 = Incoming
2 = Outgoing
3 = Internal
4 = Block
5 = Tandem
6 = External
X X tinyint nice_interactions tb
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.
X X bigint nice_interactions tb
Complete Hang Up
Side ID
ID representing the
participant who hung up a
complete interaction.
Possible values:
0 = Any
1 = Agent
2 = Customer
3 = Both
X X integer nice_cti_analysis vw
dC
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
26/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Complete ID Internal ID number
assigned to complete
interaction.
integer nice_interactions tb
Complete ID 2 Internal ID number
representing the
corresponding complete
interaction.
integer nice_cti_analysis vw
dC
Complete Initiator
User ID
User ID of the user who
initiated a complete
interaction.
integer nice_interactions tb
Complete Media
Type ID
ID representing the media
type of the complete
interaction.
Possible values:
0 = Unknown
1 = Clip recording
2 = CTI
4 = Email
8 = Chat
16 = Web
32 = Time interval
64 = VOX128 = Desktop Analytics
integer nice_interactions tb
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
27/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Complete Open
Reason ID
ID representing the reason
the complete interaction
began.
Possible parameters:
0 = Unknown
1 = Normal Start
2 = Normal End
4 = Transfer Start
8 = Transfer End
16 = Conference
32 = Inter Queue
64 = Networking128 = Segment
256 = Compound
512 = Block
1024 = Clip Recording
X integer nice_interactions tb
Complete
Participants Count
Number of participants in
the interaction.
integer nice_cti_analysis vw
dC
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
28/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Complete Recorded
Type ID
Identifies whether the
complete interaction was
recorded.
Possible values:
0 = Unknown
1= Yes
2 = No
3 = Partial
X tinyint nice_interactions tb
Complete Ring
Duration
Amount of time (in seconds)
from when the interaction
was delivered to its target
until it was handled.
X X integer nice_cti_analysis vw
dC
Complete Stages
Count
Number of stages in the
interaction.
X X integer nice_cti_analysis vw
dC
Complete Start
Time
The time (based on GMT)
the complete interaction
began.
X datetime nice_interactions tb
Complete Stop
Time
The time (based on GMT)
the complete interaction
ended.
X datetime nice_interactions tb
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
29/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
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.
integer nice_cti_analysis vw
dC
Complete Total
Hold Count
Number of times a
participant was placed on
hold by another participant
in the interaction.
X X integer nice_cti_analysis vw
dC
Complete Total
Hold Duration
Total amount of time (in
seconds) a participant in the
interaction was placed on
hold.
X X integer nice_cti_analysis vw
dC
Complete Total
Queue Time
Total amount of time (in
seconds) a participant in the
interaction waited in a
queue.
X X integer nice_cti_analysis vw
dC
Complete Total
Ring Time
Total amount of ring time (in
seconds) in the interaction.
X X integer nice_cti_analysis vw
dC
Complete Total
Transfers Count
Number of times a
participant was transferred
from one participant to
another.
X X integer nice_cti_analysis vw
dC
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
30/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Complete Total
Wrap Up Time
Total amount of time (in
seconds) it took for the
agent to wrap-up the
interaction.
X X integer nice_cti_analysis vw
dC
Complete Transfer
ID
For future version. integer nice_interactions tb
Complete Transfer
Site ID
For future version. integer nice_interactions tb
Complete was
Abandoned From
Hold
Indicates whether a
participant abandoned the
interaction while on hold.
Possible values:1 = Yes
0 = No
X X binary nice_cti_analysis vw
dC
Complete was
Abandoned From
Queue
Indicates whether a
participant abandoned the
interaction while waiting in a
queue.
Possible values:
1 = Yes
0 = No
X X binary nice_cti_analysis vw
dC
Complete Wrap UpDuration
Amount of time (in seconds)it took the agent to wrap-up
the interaction when the
interaction ended.
X X integer nice_cti_analysis vwdC
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
31/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Completed Percentage of the task that
was completed.
real nice_rule vw
Compliance
Authorization Action
Action taken by the
compliance officer regarding
a request. Possible values:
1 = Approve
2 = Reject
tinyint nice_ib vw
Compliance
Authorizer First
Name
First name of the
compliance officer who
approved/rejected the
request.
nvarchar nice_ib vw
Compliance Authorizer Full
Name
Full name (display name) ofthe compliance officer who
approved/rejected the
request
nvarchar nice_ib vw
Compliance
Authorizer Last
Name
Last name of the
compliance officer who
approved/rejected the
request
nvarchar nice_ib vw
Compliance
Authorizer User ID
User ID of the compliance
officer who approved/
rejected the request.
integer nice_ib vw
Creation Date Date the task was created. datetime nice_rule vw
Creator First Name First name of the user who
created the task.
nvarchar nice_rule vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
32/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Creator ID User ID of the creator of the
task.
integer nice_rule vw
Creator Last Name Last name of the user who
created the task.
nvarchar nice_rule vw
Creator Name Full name (display name) of
the creator of the task.
nvarchar nice_rule vw
Creator Status The status of the user that
created the category
(deleted or existing).
Integer nice_rule vw
Cross Complete ID Internal ID number
representing a complete
interaction.
integer nice_interactions tb
er
Cross Segment ID Internal ID number
representing a segment.
integer nice_interactions tb
er
Currency ID Internal ID number
representing the currency
type, based on the currency
names defined in the Lists
Editor.
integer nice_ib vw
Data Extraction
Object Id
ID of the Event Data. integer nice_screen_sen
se
vw
cti
Description Description of the task, as
defined in the Request
Wizard.
nvarchar nice_rule vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
33/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Desktop Analytics
Data Object ID
Internal ID assigned to a
Screen Object.
X integer nice_screen_sen
se
vw
nS
ctV
Desktop Analytics
Event ID
ID of the Event. integer nice_screen_sen
se
vw
cti
Desktop Analytics
Notification ID
ID of the notification
associated with the Event
Data.
integer nice_screen_sen
se
vw
nD
on
Desktop Analytics
Numerical Value
Numeric value field that
holds the numeric value for
the Event Data notification
value.
float Nice_screen_sen
se
vw
nD
on
Desktop Analytics
Object Description
Name of the Screen Object,
as defined via the Screen
Object Wizard.
nvarchar
(50)
nice_screen_sen
se
vw
ec
Desktop Analytics
Object ID
ID of the Event Data
associated with the Event
Data notification value.
integer nice_screen_sen
se
vw
nD
on
Desktop Analytics
Object Name
Description of the Screen
Object, as defined via the
Screen Object Wizard.
X X nvarchar
(50)
nice_screen_sen
se
vw
ec
Desktop AnalyticsObject Value
Value of the Screen Objectthat was extracted to the
database.
4000 byte limitation
X X nvarchar
(50)
nice_screen_sense
vwnS
ctV
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
34/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Desktop Analytics
Text Value
Text value field that holds
the text value of the Event
Data notification value.
Nvarchar(
50)
nice_screen_sen
se
vw
nD
on
Desktop Analytics
Value Type
Type of Event Data value
(text or numeric).
integer nice_screen_sen
se
vw
cti
Device ID Internal list of device IDs in
their proper sequence.
1-4 represent handsets
101-132 represent speakers
X integer nice_interactions tb
XX
Device Type ID ID of a device type.
Possible values:
0 = Unknown
1 = Handset
2 = Speaker
3 = Microphone
4 = Reinjection
X tinyint nice_interactions tb
XX
Direction Direction of the text
interaction.
tinyint nice_interactions tb
tio
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
35/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Direction Type
Description
Internal enumeration list of
direction types. These types
include:
Unknown
Incoming
Outgoing
Internal
Block
Tandem
External
varchar
Length =16
nice_interactions tb
yp
Direction Type ID
Lookup
Internal enumeration list of
direction type IDs. TheseIDs include:
0 = Unknown
1 = Incoming
2 = Outgoing
3 = Internal
4 = Block
5 = Tandem
6 = External
tinyint nice_interactions tb
yp
dtAnalysisTime The time when the Audio
Analysis engine marked the
interaction as finished
(Used by the Insight
Manager).
datetime nice_ca vw
M
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
36/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Email Subject Subject of the email
interaction
nvarchar
Length =64
nice_interactions tb
tio
Emotion Certainty A value of 1 - 100
representing the certainty of
whether emotion took place.
X
except a
Storage
rule
X smallint nice_ca vw
tS
Emotion Speaker Identifies the participant
who spoke with emotion.
Possible values:
1 = Agent
2 = Customer
3 = Both
X
except a
Storage
rule
smallint nice_ca vw
tS
Finish Date Date the task was finished,
or a user stopped the task.
datetime nice_rule vw
First Name First name of a user as
defined via Users
Administrator.
nvarchar
Length =
32
nice_admin tb
Flag Internal number assigned
to a flag.
integer nice_interactions tb
sU
X
Flag Related Task
ID
Internal ID representing the
task relating to the task flag.
integer nice_interactions tb
sP
XX
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
37/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Flag Related User
ID
User ID of the user that
added the flag.
integer nice_interactions tb
sU
X
Flag Related User
Site ID
Site ID of the user that
added the flag.
integer nice_interactions tb
sU
X
Full Name User formatted name
(Display name as defined
via Users Administrator).
string nice_admin tb
Graduation Score Graduation score of a user
as defined via Users
Administrator.
float nice_admin tb
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 vw
M
IM Segment ID Interaction ID of a call that
was archived (Used by the
Insight Manager).
integer nice_interactions tb
dC
IM Segment Modify
Date
The date on which the call
was inserted into the table.
(Used by the Insight
Manager)
datetime nice_interactions tb
dC
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
38/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Initial Queue Time
For Complete
Amount of time (in seconds)
the interaction was waiting
in queue before it reached
its target.
X X integer nice_cti_analysis vw
dC
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 tb
XX
Internal Segment
Client Stop Time
Local (client) stop time of a
segment. (This columncannot appear as a
displayed column in the
Business Analyzer query
results, but can be queried
via Free Expressions.)
datetime nice_interactions tb
XX
Is category marked
as KPI
No in use. binary nice_rule vw
Is Deleted true/false
(boolean)
nice_rule vw
Is system category The category was createdby a business package
(FCR etc).
binary nice_rule vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
39/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Item Complete ID ID of complete interaction
associated with the item.
integer nice_interactions tb
Item is Public Indicates whether the item/
comment is public (meaning
everyone can view the
values).
Possible values:
True/False
boolean nice_interactions tb
Item Segment ID ID of the segment
associated with the item.
integer nice_interactions tb
Item Sequence
Number
Internal ID assigned to the
item.
integer nice_interactions tb
Item Time Stamp Time when item was
entered or a reference to a
time.
datetime nice_interactions tb
Item Type ID Type ID of the item.
Possible values:
1 = String
2 = Number
3 = Date
integer nice_interactions tb
Item User ID User ID of the user whoentered the item.
integer nice_interactions tb
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
40/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Item User Value Value entered in the item. nvarchar
Length =256
nice_interactions tb
Item was Deleted Indicates whether the item
was deleted.
Possible values:
True/False
boolean nice_interactions tb
Job Class Job Class list item name
defined via Lists Editor.
nvarchar
Length =
255
nice_admin vw
Job ClassID Internal ID representing a
Job Class list item.
integer nice_admin vw
Job Function Job Function list item name
defined via Lists Editor.
nvarchar
Length =
255
nice_admin vw
Job FunctionID Internal ID representing a
Job Function list item.
integer nice_admin vw
Job Skill Job Skill list item name
defined via Lists Editor.
nvarchar
Length =
255
nice_admin vw
Job SkillID Internal ID representing a
Job Skill list item.
integer nice_admin vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
41/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Language ID IDs of the languages
supported by the Audio
Analysis engines.
tinyint nice_ca tb
s
Last Extended Date Date of the last time the
retention was extended.
datetime nice_interactions vw
Ar
Last Extended
Reason
Reason for the last
extended retention.
nvarchar
(255)
nice_interactions vw
Ar
Last Extended
Reason ID
Reason ID of last extending
retention action
integer nice_interactions vw
Ar
Last Extension by
User
The last user who has
extended the retention of
the interaction.
nvarchar
(50)
nice_interactions vw
Ar
Last Name Last name of a user as
defined via Users
Administrator.
nvarchar
Length =
32
nice_admin tb
Last Refresh Date Most recent date that a user
refreshed the task.
datetime nice_rule vw
List User ID User ID of the user who
created the list item.
integer nice_admin vw
Location Location list item name
defined via Lists Editor.
nvarchar
Length =255
nice_admin vw
LocationID Internal ID representing a
Location list item.
integer nice_admin vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
42/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Manager
Authorization Action
Action taken by the
compliance officer regarding
a request. Possible values:
1 = Approve
2 = Reject
tiny
integer
nice_ib vw
Manager Authorizer
First Name
First name of the manager
who approved/rejected the
request.
nvarchar nice_ib vw
Manager Authorizer
Full Name
Full name of the manager
who approved/rejected the
request
nvarchar nice_ib vw
Manager AuthorizerLast Name
Last name of the managerwho approved/rejected the
request
nvarchar nice_ib vw
Manager Authorizer
User ID
User ID of the manager who
approved/rejected the
request.
integer nice_ib vw
Max Response
Time
Maximum response time of
text interaction.
bigint nice_interactions tb
tio
Message Title Text of an audit message. nvarchar
Length =
50
nice_audit tb
ag
Message Type ID Internal ID representing a
specific audit mesage.
integer nice_audit tb
ag
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
43/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Middle Name Middle name of a user as
defined via Users
Administrator.
nvarchar
Length =32
nice_admin tb
Name Name assigned to the task. nvarchar nice_rule vw
Offset of Comment Number of seconds after
the recording began when
an annotation was added.
integer nice_interactions tb
Parent Category ID Internal ID representing the
category group assigned to
the task. Category groups
were defined via the Lists
Editor.
integer nice_rule vw
Participant Agent ID Agent ID of a participant in
an interaction.
X nvarchar
Length =
64
nice_interactions tb
XX
Participant Client ID Telephony CTI information
regarding a client
participating in an
interaction.
integer nice_interactions tb
XX
Participant CTI
Agent Name
Telephony CTI information
regarding an agent (agent
name) participating in aninteraction.
X nvarchar
Length =
64
nice_interactions tb
XX
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
44/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Participant
Department
Telephony CTI information
regarding an agent
(department) participating in
an interaction.
X nvarchar
Length =64
nice_interactions tb
XX
Participant ID Internal ID representing a
participant.
integer nice_interactions tb
XX
Participant is First
User
Indicates whether the
participant is the first
internal participant.
True/False
X boolean nice_interactions tb
XX
Participant is
Segment Initiator
Indicates whether the
participant initiated thesegment.
True/False
boolean nice_interactions tb
XX
Participant Name Formatted name of the
interaction participant.
nvarchar
Length =
64
nice_admin vw
Us
Participant
Segment ID
Segment ID associated with
the participant.
integer nice_interactions tb
XX
Participant Switch
ID
Switch ID associated with
the participant.
integer nice_interactions tb
XX
Participant Text
Interaction ID
Text interaction ID of
specific participant.
integer nice_interactions vw
cti
nts
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
45/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Participant Type ID ID of participant type.
Possible values:0 = Unknown
1 = Internal
2 = External
3 = Loggers
tinyint nice_interactions tb
XX
Participant User ID User ID of the participant. X integer nice_interactions tb
XX
Participant Virtual
Device ID
For internal use. integer nice_interactions tb
XX
Phone Number ??The customer’stelephone number where
the call originated (This
field is relevant for an
inbound interaction only!)
This value is available at
some switches.
X nvarchar nice_interactions tbXX
Policy Policy assigned to a task. nvarchar nice_rule vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
46/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Policy ID Internal ID representing the
policy assigned to a task.
This field is available to
super-users only.
Possible values:
2 = General Policy
4 = Watch List
6 = Wall Crossing
8 = Dispute Resolution
integer nice_rule vw
Reason ID Internal ID representing the
reason for the request.
Reasons were defined via
the Lists Editor.
integer nice_ib vw
Recipient Domain Email interaction recipient
domain.
varchar nice_interactions vw
cti
nts
Recipient Email
Address
Email interaction recipient
email address.
nvarchar
Length =
64
nice_interactions vw
cti
nts
Recipient Name Email interaction recipient
name.
varchar nice_interactions vw
cti
nts
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
47/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Recording Archive
Status
Archive status of the
recording:
0 Not Archived
1 Archived
2 In Progress
integer nice_interactions tb
Ar
Recording Channel Channel on the Logger
where recording took place.
X integer nice_interactions tb
XX
Recording ESM
Archive Status
Archive to ESM status of the
recording:
0 Not Archived
1 Archived
2 In Progress
integer nice_interactions tb
Ar
Recording File
System Archive
Status
Archive to File System
status of the recording:
0 Not Archived
1 Archived
2 In Progress
integer nice_interactions tb
Ar
Recording ID Internal ID representing a
recording.
integer nice_interactions tb
XX
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
48/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Recording Initiator
Type ID
ID of the recording’s
initiator.
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)
X smallint nice_interactions tb
XX
Recording Initiator
User ID
User ID of the initiator (if the
initiator was a user).
X integer nice_interactions tb
XX
Recording Logger Logger where recording
took place.
X integer nice_interactions tb
XX
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
49/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Recording Media
Type ID
ID of the recording media
type.
Possible values:
0 = Unknown
1 = Screen
2 = Voice
X integer nice_interactions tb
XX
Recording MML
Hint
String/unique number/
character associated with
the recording’s NiceScreen
Logger.
varchar
Length =
64
nice_interactions tb
XX
Recording
Participant ID
ID of participant in
recording.
integer nice_interactions tb
XX
Recording Program
ID
ID of the program that
initiated the recording (if the
recording was initiated by a
program).
integer nice_interactions tb
XX
Recording
Recorded Type ID
ID of the recorded type.
Possible values:
0 = Unknown
1= Yes
2 = No
3 = Partial
X tinyint nice_interactions tb
XX
Recording Segment
ID
ID of the segment
associated with the
recording.
integer nice_interactions tb
XX
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
50/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Recording Side
Type ID
ID of the recording side type
of the recording.
Possible values:
0 = Unknown
1 = In
2 = Out
3 = Summed
4 = Irrelevant
X tinyint nice_interactions tb
XX
Recording Start
Time
The time (based on GMT)
the recording began.
X datetime nice_interactions tb
XX
Recording Stop
Time
The time (based on GMT)
the recording ended.
X datetime nice_interactions tb
XX
Recording Time
Difference
Time difference between the
Logger and the NiceCLS
Server.
bigint nice_interactions tb
XX
Request Amount Amount assigned to the
request via the Request
Wizard.
float nice_ib vw
Request Creation
Date
Date the request was
created.
datetime nice_ib vw
Request Creator
First Name
First name of the creator of
the request.
nvarchar nice_ib vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
51/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Request Creator
Full Name
Full name (display name) of
the creator of the request.
nvarchar nice_ib vw
Request Creator
Last Name
Last name of the creator of
the request.
nvarchar nice_ib vw
Request Currency Currency assigned to the
request via the Request
Wizard.
nvarchar nice_ib vw
Request Currency
Rate
Rate assigned to the
request via the Request
Wizard.
float nice_ib vw
Request Expiry
Date
Date the request will expire. datetime nice_ib vw
Request ID Internal ID assigned to the
request.
integer nice_ib vw
Request Initiator
User ID
User ID of the user who
initiated the request.
integer nice_ib vw
Request Initiator
User Site ID
Site ID assigned to the user
who initiated the request.
integer nice_ib vw
Request Is Deleted Indicates whether the
request was deleted.
Possible values:True/False
boolean nice_ib vw
Request
Modification Date
Date the request was
modified
datetime nice_ib vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
52/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Request Name Name assigned to the
request via the Request
Wizard.
nvarchar nice_ib vw
Request Product
Name
Product assigned to the
request via the Request
Wizard.
nvarchar nice_ib vw
Request Reason Reason assigned to the
request via the Request
Wizard.
nvarchar nice_ib vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
53/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Request Status Current status of the
request:
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 andCompliance Approval
7 = Wait for Retrieval
8 = Wait for Hard Copy
9 = Request Rejected byManager
10 = Request Rejected byCompliance
11 = PB Ready
12 = PB and Hard Copy Ready
13 = PB Expired
14 = PB Expired and HardCopy Ready
15 = PB Expired and Waiting
for Hard Copy16 = Request Complete
17 = Request Approved
tinyint nice_ib vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
54/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Reserved Complete
ID
Internal ID representing the
complete interaction.
integer nice_interactions tb
X
Reserved Segment
ID
Internal ID representing the
segment.
integer nice_interactions tb
X
Results Number of interactions that
match the task criteria.
integer nice_rule vw
Rule Default
Productivity
Value defined by a formula
in the Rules Manager.
X integer nice_interactions tb
X
Rule Default Quality Value defined by a formula
in the Rules Manager.
X integer nice_interactions tb
X
Rule Default
System Emotion
Value defined by a formula
in the Rules Manager
X X integer nice_interactions tb
X
RuleDefaultSystem
Score
Value defined by a formula
in the Rules Manager
X integer nice_interactions tb
X
Screen Archive
Status
Archive status of the screen
part of the interaction:
0 Not Archived
1 Archived
2 In Progress
3 Partial Archived
integer nice_interactions vw
Ar
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
55/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Screen ESM
Archive Status
Archive to ESM status of the
screen part of the
interaction
0 Not Archived
1 Archived
2 In Progress
3 Partial Archived
integer nice_interactions vw
Ar
Screen File System
Archive Status
Archive to File System
status of the screen part of
the interaction:
0 Not Archived
1 Archived2 In Progress
3 Partial Archived
integer nice_interactions vw
Ar
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.
integer nice_interactions vw
Ar
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
56/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
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 vw
Segment Business
Data
Business data related to a
segment representing the
UUI field- reported from the
Avaya switch.
nvarchar
Length =
20
nice_interactions tb
tio
Segment Call
Direction Type ID
ID of the direction of a
segment.
Possible parameters:
0 = Unknown
1 = Incoming
2 = Outgoing
3 = Internal
4 = Block
5 = Tandem
6 = External
X X tinyint nice_interactions tb
tio
Segment Client
DTMF
Business Data field related
to a segment representingthe User Entered Code -
reported from the Avaya
switch.
X varchar
Length =50
nice_interactions tb
tio
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
57/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment Close
Reason ID
ID representing the reason
a segment was closed.
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
X integer nice_interactions tb
XX
Segment Desktop
Analytics
X X integer nice_screen_sen
se
vw
tio
on
Segment Desktop
Analytics Event
Count
Number of times a Desktop
Analytics Event took place
in a segment.
X X integer nice_screen_sen
se
vw
tio
on
Segment Desktop
Analytics Event ID
Internal ID assigned to a
Desktop Analytics Event
associated with the
segment.
X X integer nice_interactions tb
se
XX
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
58/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment Desktop
Analytics Event ID
(nice_screen_sens
e)
ID of the event associated
with the notification.
integer nice_screen_sen
se
vw
tio
on
Segment Desktop
Analytics Event
Numeric Value
Numeric value of the Trigger
object associated with the
segment.
X X float nice_screen_sen
se
vw
tio
on
Segment Desktop
Analytics Event
String Value
String value of the Trigger
object associated with the
segment.
X X nvarchar
length =
50
nice_screen_sen
se
vw
tio
on
Segment Desktop
Analytics Group ID
Internal ID of the Desktop
Analytics Group to whichthe related Event belongs
(Segment Desktop
Analytics Event ID).
X X integer nice_screen_sen
se
vw
tioon
Segment Desktop
Analytics
Interaction ID
Internal ID number of the
segment in which the
Desktop Analytics Event
took place.
integer nice_screen_sen
se
vw
tio
on
Segment Desktop
Analytics
Notification ID
Internal ID representing the
notification received when a
Desktop Analytics Event
took place.
integer nice_screen_sen
se
vw
tio
on
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
59/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
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
vw
tio
on
Segment Desktop
Analytics Seconds
From Start
Number of seconds after
the segment began when a
specific Desktop Analytics
Event took place.
integer nice_screen_sen
se
vw
tio
on
Segment Desktop
Analytics User ID
User ID assigned to the
agent that caused the
Desktop Analytics Event.
integer nice_screen_sen
se
vw
tio
on
Segment Dialed
Number
Number that the customer
dialed to initiate the
segment.
X nvarchar nice_interactions tb
XX
Segment Duration Duration of a segment in
ticks.
(10 million ticks per second)
In the Business Analyzer
query results, the duration
appears in seconds.
X X bigint nice_interactions tb
XX
Segment Ended
with a Transfer
Indicates whether the
segment ended by a
transferring a participant.
Possible values:
True/False
X X boolean nice_cti_analysis vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
60/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment External
Call ID
Identifies from which call ID
the segment was
transferred. The Call ID is
provided by the switch.
integer nice_interactions tb
tio
Segment Hold
Count
Number of times a
participant was held in the
segment.
X X integer nice_cti_analysis vw
Segment Hold
Duration
Total hold time (in seconds)
in the segment.
X X integer nice_cti_analysis vw
Segment ID Internal ID representing a
segment.
integer nice_interactions tb
XX
Segment ID 2 Internal ID numberrepresenting the segment.
integer nice_interactions tbtio
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
61/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment Initiator
Type Description
Internal enumeration list of
the recording’s initiator.
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)
varchar
Length =16
nice_interactions tb
e
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
62/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment Initiator
Type ID
Internal ID of the
recording’s initiator.
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)
smallint nice_interactions tb
e
Segment Initiator
User ID
User ID of the first user who
participated in the segment.
X integer nice_interactions tb
XX
Segment is
Available for
Playback
Indicates whether segment
is available for playback.
Possible values:
True/False
boolean nice_interactions tb
tio
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
63/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment is Part of
a Conference
Indicates whether the
segment is a conference
(three or more participants).
Possible values:
1 = Yes
0 = No
X X binary nice_cti_analysis vw
Segment Media
Type ID
ID representing the media
type of the segment.
Possible values:
0 = Unknown
1 = Clip recording
2 = CTI4 = Email
8 = Chat
16 = Web
32 = Time interval
64 = VOX
128 = Desktop Analytics
nice_interactions tb
XX
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
64/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment Open
Reason ID
ID representing the reason
the segment began.
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
1024 = Clip Recording
X integer nice_interactions tb
XX
Segment Other
Switch ID
Identifies the switch ID for a
transferred segment.
integer nice_interactions tb
XX
Segment
Participants Count
Number of active
participants in the segment.
X X integer nice_cti_analysis vw
Segment Queue
Duration
Total queue time (in
seconds) in the segment.
X X integer nice_cti_analysis vw
Segment Ring
Duration
Amount of time (in seconds)
the phone was ringing at the
destination extension.
X X integer nice_cti_analysis vw
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
65/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment Start Time The time (based on GMT)
the segment began.
X datetime nice_interactions tb
XX
Segment Stop Time The time (based on GMT)
the segment ended.
X datetime nice_interactions tb
XX
Segment Switch
Call ID
The Call ID of a segment.
The Call ID is provided by
the switch.
integer nice_interactions tb
tio
Segment Switch
Call Index
Internal index which lists
the segments of an
interaction in the correct
proper sequence.
integer nice_interactions tb
tio
Segment Switch ID Switch ID associated withthe segment.
X integer nice_interactions tbXX
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
66/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment Type
Description
Describes the type of
segment, as follows:
Unknown
Clip Recording
CTI
TRS
Email
Chat
Web
Block
Vox
Desktop Analytics
varchar nice_interactions tb
Ty
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
67/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment Type ID Internal type ID of the seg-
ment.Possible values:
0 = Unknown
1 = Clip Recording
2 = CTI
3 = TRS
4 = Email
8 = Chat
16 = Web
32 = Block
64 = Vox
128 = Screen
X X tinyint nice_interactions tb
XX
Segment UCID A unique Business Data
value representing the
UCID field - reported by the
Avaya switch.
varchar
Length =
64
nice_interactions tb
tio
Segment Vector
Number
The VDN number of the
segment.
X varchar
Length =
50
nice_interactions tb
tio
Interaction Data
Field (Alias)Description
Rules
Manager
Filter?
Score-
card
Filter?
Type
Physical Database P
Database Ta
-
8/20/2019 Interaction Data Reference Guide (Compliance) - NP - 3 5.pdf
68/99
Chapter 2: In
NICE Perform® Compli ance Suite Release 3.5: Interactio n Data Reference Guide (Rev. A2)
Segment was
Abandoned from
Hold
Indicates whether the
segment was ended by a
participant abandoning
while on hold.
Possible values:
True/False
X X boolean nice_cti_analysis vw
Segment was
Abandoned from
Queue
Indicates whether the
segment ended by a
participant abandoning
while waiting in a queue.
Possible values:
True/False
X X boolean nice_cti_analysis vw
Segment Word ID number of the word that
was detected in the
segment.