The following tables list the fields of Broadcast Contacts data source that you can use in rules, sorted by alphabetic order. Use CRTL + F in Windows or Command + F in MacOS to search inside the page.
| Name | Description |
|---|
| Access time | Time between the time of the contact request to access the broadcast and the time that the access is granted. |
| Bounce time | Amount of time that the visitor spends on the broadcast. |
| Broadcast ID | Identifier of the broadcast. |
| Broadcast Name | TBD |
| Like | One of the following:- Yes: The contact liked the broadcast.
- No: The contact didn't like the broadcast.
|
| Messages | Visitor comments to the streamed video. For example, I both the product and I am extremelly satisfied witbh it. It's a must have. |
| NPS Mood | Mood of the visitor that CoreMedia Experience Platform detected in the interaction. |
| NPS Score | Net Promoter Score (NPS) value, typically, is a value between 0 and 10, where 0 means that the customer is not happy and will not recommend the business to anyone, and 10 means that the customer is very happy and will recommend the business to everyone. |
| Rating | Rating that the customer gives to the streamed video. Values between 1 and 5. |
| Visits | Number of visits during the broadcast. |
| Name | Description |
|---|
| Abandonment element | For onsite campaigns, name of the page element that contains the window from which the customer that visited the site abandoned the contact. |
| Active element | For onsite campaigns, name of the active element that contains the window from which the customer requested the contact. |
| Campaign tags | List of tags associated with the campaign. |
| External Campaign ID | If it exists, identifier of external campaign from which the customer requested the contact. |
| External campaign | If it exists, name of external campaign from which the customer requested the contact. |
| External campaign type | If it exists, type of external campaign from which the customer requested the contact. For example, a Facebook campaign. |
| External campaigns | List of the names of the external campaigns that handled the customer until the customer requested the contact. |
| External campaigns IDs | List of the identifiers of the external campaigns that handled the customer until the customer requested the contact. |
| Onsite campaign | Name of the onsite campaign that contains the window from which the customer requested the contact. |
| Onsite campaign ID | Identifier of the onsite campaign that contains the window from which the customer requested the contact. |
| Outbound campaign | For outbound campaigns, name of the outbound voice campaign where Engagement Cloud created the contact. |
| Placeholder | Identifier of the placeholder that contains the window from which the customer requested the contact. |
| Placeholder name | Name of the placeholder that contains the window from which the customer requested the contact. |
| Widget | Name of the component of the onsite campaign from which the customer requested the contact. |
| Name | Description |
|---|
| Channel | Name of the channel associated with the contact. One of the following: |
| Contact total duration (by intervals) | Total duration of the contact represented as an interval. For example, 16-30 minutes. |
| Duration (by intervals) | Contact duration in represented in an interval. For example, 31-45 minutes. |
| Wait time (until contact center) (by intervals) | Time that the con |
| Waiting time already in contact (by intervals) | Time that the customer waited while in queue. For example, while waiting for the operator after IVR. |
| Waiting time in queue (by intervals) | Time that the customer waited while in queue represented in intervals. |
| Waiting time until contacted (by intervals) | Time that the customer waited after requested to be contacted represented in intervals. |
| Name | Description |
|---|
| Credits | Number of credits attributed to the operator that handled the contact. |
| Disconnection origin | For chat interactions, entity responsible for ending the communication. One of the following:Note that in older data you can find Visitor as a disconnection origin. This origin is being replaced by Customer. |
| External wrapup code | TBD |
| Hangup cause | Cause of hangup for chat interactions with the customer. One of the following:- Visitor disconnection
- Ended by operator
- Visitor inactivity
- Ended by visitor
Note that each client can add more hangup causes. |
| Hangup cause (contact center) | Cause of hangup for voice interactions with the contact center. One of the following:- Completed transfer
- Failed transfer
- Canceled transfer
- Busy
Note that each client can add more hangup causes. |
| Has conversion? | One of the following:- Yes - If the contact ends with a conversion.
- No - If the contact doesn't end with a conversion.
Note that the definition of conversion depends on the campaign purpose. For example, the customer bought a product or the customer filled in a survey giving information to the campaign. |
| Is it classified? | One of the following:- Yes - Engagement Cloud automatically classified the contact or the operator manually classified the contact.
- No - Engagement Cloud failed to classify the contact or there is no classification available.
|
| Wrapup code | Code that the client defined to wrapup the contact. For example, Sale. |
| Name | Description |
|---|
| Contact duration (in operation) | One of the following:- If the customer calls the contact, this represents the time when the operator or the IVR answers the call until the call ends.
- If the contact center calls a customer, this represents the time from when the customer answers the call until it ends.
- If the Contact Type =
Chat, this represents the time when the customer receives the first message until the chat ends due to one of the following reasons:- The operator ended the chat.
- The chat was inactive.
- Lack of persistence.
|
| Contact total duration | The total duration of the contact from the time the interaction reaches the contact center until it finishes. For voice calls, it also includes time spend in the IVR. |
| Date and time of contact | Date and time when the contact started. |
| Date of contact request | Date when the customer requested the contact. |
| Date of initial scheduling | Date of the first scheduling to contact the customer. |
| Hangup contact date | For voice interactions, date when the contact hung up and ended the interaction. |
| Initial date of 1st attempt | For outbound contacts, date of the first attempt to contact the customer. |
| Initial date of success | For outbound contacts, date of the first attempt that the customer answered. |
| Wait time (until contact center) | Waiting time from the beginning of the contact until the customer reaches an operator. |
| Waiting time already in contact | Time that the customer waited while on hold or, while waiting for information from the operator, or while waiting to reach an operator after an IVR transfer. |
| Waiting time in queue | Waiting time while the contact is in queue. |
| Waiting time until contacted | Time since the costumer requested the contact until the first attempt to contact the customer happened. |
| Name | Description |
|---|
| Contact channel | Channel of the interaction with the customer. One of the following:- Default
- Voice
- Video
- Chat
- Email
- SMS
|
| Contact hangup origin | Who ended the interaction. One of the following: |
| Contact language | Preferred language for inter with the customer. For example, Portuguese. |
| Contact request IP | IP from which the customer requested the contact. |
| Contact status | One of the following:Note that the Status per contact type field contains details about each contact status. |
| Contact type | One of the following:- Voice: Contact where the customer talks with an operator through a voice call. The voice call can be inbound, outbound, or Click2Call.
- Video Broadcast: Voice calls that include video.
- Chat: Contacts where customers use messaging to communicate with the contact center.
- Forms: Voice, video, or chat contacts that the customer started using a form.
- External: Contacts where the operator talks with the customer outside the CoreMedia Contact Center. After finishing, the operator creates the contact manually in the CoreMedia Contact Center.
Note that the Contact Subtype field contains details about each contact type. |
| CoreMedia CID | Contact unique identifier according to the contact type. For example, a voice contact can have CID = 154242 and a chat contact can also have CID = 154242. |
| Destination | Destination of the interaction. For example, Click2Call. |
| Operator ID | Unique identifier of the operator that handled the interaction with the customer. |
| Operator name | Name of the operator that handled the interaction with the customer. |
| Operator tags | Tags associated to the operator that handle the interaction. |
| Organization | Name of the company that provides the Internet service to the visitor. For example, Vodafone. |
| Phone | Phone number of the contact. |
| Skill | Name of the skill of the operator or IVR that handled the contact. |
| Status per contact type | One of the following:- If Contact Type =
Success, one of the following:- Normal: Every contact from the customer that reaches an operator.
- Finished on IVR: Contacts where the customer is able to solve the problem or complete the intended task using just the IVR. For example, a call to the electric company to communicate monthly consumptions.
- Template sent: Contacts that end with a template sent to WhatsApp.
- If Contact Type =
Un-Success, one of the following:- Contact Center did not answer
- Customer did answer, but the Contact Center didn't answer
- Abandonment in queue
- Scheduled contact
- Customer did not answer
- Disconnected on IVR
- Contact Center didn't answer after IVR success
- Impossible to sent
|
| Team | Team of the operator that handled the interaction. |
| Voice contact subtype | For voice interactions, one of the following:- Inbound
- Outbound
- API
- Calltracker
- Click2Call
|
| Name | Description |
|---|
| Country | Country of the customer. For example, Portugal. |
| Internet provider | Name of the Internet provider of the customer. For example, Vodafone Portugal. |
| Region | Name of the city of the customer. For example, Lisbon. |
| Name | Description |
|---|
| Has recording? | One of the following:- Yes: The interaction of the contact was recorded.
- No: The interaction of the contact was not recorded.
|
| Human verified | One of the following:- Yes: The contact classification was manually verified.
- No: The contact classification was not verified manually.
|
| Transcript | Name of the transcript. |
| Name | Description |
|---|
| Contact Center number | Number of the contact center that the customer used. For example, 351211212121. |
| Inbound number | Number that the customer used to call the contact center. For example, 351221234567. |
| Number of attempts | If Contact Subtype is API or Click2Call, contains the number of call attempts that the contact center made until the customer answers or until it reaches the maximum number of attempts. |
| Operator identification method | One of the following:- API (A)
- DTMF (D)
- Console (T)
- System (S)
- Transfer (F)
|
| Virtual inbound number | Virtual phone number that the customer used to call the contact center. Typically, mobile phone numbers. |
| Name | Description |
|---|
| Country | Country of the customer. For example, Portugal. |
| Region | Name of the city of the customer. For example, Lisbon. |
| Name | Description |
|---|
| Browser | Browser that the using is using. For example, Chrome Android. |
| Browser resolution | Graphical resolution of the browser in pixels. For example, 1536x864. |
| Device family | Brand family of the device that the customer used to access the website. For example, Galaxy A12, IPhone, or Macintosh. |
| Device model | Model of the device that the customer used to access the website. For example, SM-A125f, Iphone 11, or MacBook Pro |
| Device operating system | operating system of the device that the customer used to access the website. For example, Android, Windows, or IPhone Osx. |
| Device type | Type of device. One of the following:- Smartphone
- Tablet
- Desktop
- Console
|
| Device vendor | Vendor of the device that the customer used to access the website. For example, Samsung, Apple, or HP. |
| Name | Description |
|---|
| Search terms | Sequence of terms that the visitor used in the last search. For example, kitchen knive. |
| Session IP | IP of the session. |
| Simplified referrer | Simplified URL that contains the link to the page that the visitor viewed. For example, https://documentation.coremedia.com/engagement-cloud/analytics. |
| URL address | URL address that the customer visited to reach the contact center. |
| Name | Description |
|---|
| Segment IDs | Identifiers of the segments associated to the visitor. For example, A1B345C6DEFGH789I0JK |
| Segments | Name of the segments associated to the visitor. For example, January Promo. |
| Name | Description |
|---|
| Cookie | ID of the cookie of the visitor. |