Data models and report mappings for historical analytics reports in Customer Service
Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
Note
Case information is applicable to Customer Service only.
This article lists the out-of-the-box data models and report mappings for historical reports. Use the information to edit the report mappings for the various out-of-the-box reports.
Customer service manager analytics
Edit the report mapping
Use the Dynamics_365_Customer_Service_Omnichannel_analytics.pbix file to edit the following reports:
- Summary
- Agent
- Topics
- Bot
Data model
Data dictionary
| Entities | Attributes | Description |
|---|---|---|
| DimDate | Date time | Date time. The type is Date/Time. |
| DimDate | Day | Day name. Example: "Fri" |
| DimDate | Year | Year number. Example: "2021" |
| DimDate | Week | Week number. Example: "1" |
| DimDate | Month | Month name. Example: "Apr 2021" |
| DimDate | Quarter | Quarter name. Example: "Q1" |
| DimDate | Hour | Hour. Example: "01:00", "01:30" |
| FactCase | Incident id | Incident id, Primary key. Type: Guid |
| FactCase | Case number | Case number value. |
| FactCase | Queue id | Queue id. Foreign key to DimQueue. |
| FactCase | Owner system user id | Owner system user id. Foreign key to DimSystemUser. |
| FactCase | Case url | URL for case. |
| FactCase | Case property id | Foreign key to DimCaseProperty. |
| FactCase | Topic id | Topic id. Foreign key to DimTopic. |
| FactCase | Case title | Case title. |
| FactCase | Created on | Date created on. |
| FactCase | Incoming cases | Incoming cases count. |
| FactCase | Total cases | Total case count. |
| FactCase | Resolved cases | Case count when case status is resolved. |
| FactCase | Active cases | Case count when case status is active. |
| FactCase | Canceled cases | Case count when case status is canceled. |
| FactCase | Escalated cases | Case count when case is escalated. |
| FactCase | Escalated rate | Rate that escalated cases divided by total cases. |
| FactCase | Case volume | Total case count per topic divided by total cases. |
| FactCase | Case volume change | Total case count link relative ratio for the same date range filter. |
| FactCase | Avg. resolve time (hrs) | Average time for case handle time. |
| FactCase | Avg. case age (days) | Average case age |
| FactCase | First response - SLA % | Total cases when first response sent is false divided by total cases. |
| FactCase | Avg. CSAT | Average CSAT score. |
| FactCase | CSAT impact | Change ratio for the CSAT. |
| FactCase | Avg. survey sentiment | Average survey sentiment. |
| FactCase | Survey sentiment impact | Change ratio for the sentiment. |
| DimQueue | Queue | Queue name. |
| DimQueue | Queue id | Queue ID. Primary key. Type: Guid. |
| DimSystemUser | Agent | Name of the agent. |
| DimSystemUser | System user id | System user ID. |
| DimCaseProperty | Case status | Case status value, Example: Active, Canceled, Resolved. |
| DimCaseProperty | Case priority | Case priority value. Example: Low, High, Normal. |
| DimCaseProperty | Channel | Case channel. |
| DimCaseProperty | Case age | Description for case age. Example: 4-7 Days, <1 Day, 1-3 Days |
| DimCaseProperty | Case property id | Case property ID. Primary key. |
| DimTopic | Topic | Topic name. |
| DimTopic | Topic id | Topic ID. Primary key. Type: Guid |
| DimTimeZone | Time zone | Time zone code. Example: GMT +01:00 |
Omnichannel analytics
Edit the report mapping
Use the Dynamics_365_Customer_Service_Omnichannel_analytics.pbix file to edit the following reports:
- Conversation
- Queue
- Agent
- Topics
- Bot
Data model
Data dictionary
| Entities | Attributes | Description |
|---|---|---|
| DimAgentPresence | Agent presence id | Primary key. |
| DimAgentPresence | Presence status | Agent presence status. That is, Available, Busy, Busy-DND, Away, or Offline. |
| DimConversationProperty | Conversation property id | Primary key. |
| DimConversationProperty | Channel | Channel name. The name of the channel that the conversation came through. |
| DimConversationProperty | Conversation status | The status of the conversation. That is, open, active, waiting, wrap up, and closed. |
| DimDate | Date time | Date and time. The type is Date/Time. |
| DimDate | Day | Day name. Example: "Fri" |
| DimDate | Hour | Hour. Example: "01:00", "01:30" |
| DimDate | Month | Month name. Example: "Apr 2021" |
| DimDate | Quarter | Quarter name. Example: "Q1" |
| DimDate | Week | Week number. Example: "1" |
| DimDate | Year | Year number. Example: "2021" |
| DimQueue | Queue id | Queue ID. Primary key of type GUID. |
| DimQueue | Is omnichannel queue | Whether the queue is an omnichannel queue. Currently, it's always true. |
| DimQueue | Queue | Queue name. |
| DimSystemUser | System user id | System user ID. |
| DimSystemUser | Agent | Name of the agent. |
| DimSystemUser | Is bot | Whether the system user is a bot. True or false. |
| DimTimeZone | Time zone | Time zone code such as GMT +01:00. |
| DimTopic | Topic id | Topic ID. Primary key of type GUID. |
| DimTopic | Topic | Topic name. |
| FactAgentStatusHistory | Agent status history id | Original identifier of the agent status history record from msdyn_agentstatushistory entity. Type: Guid. |
| FactAgentStatusHistory | System user id | Agent ID. Foreign key to DimSystemUser. |
| FactAgentStatusHistory | Agent logged in time | The time an agent logged in the omnichannel application per presence status. |
| FactAgentStatusHistory | Agent presence id | Foreign key to DimAgentPresence. |
| FactAgentStatusHistory | Agent available duration (hrs) | The time an agent is in the Available state in the omnichannel application. |
| FactAgentStatusHistory | Agent away duration (hrs) | The time an agent is in the away state in the omnichannel application. |
| FactAgentStatusHistory | Agent busy (DND) duration (hrs) | The time an agent is in the Busy DND state in the omnichannel application. |
| FactAgentStatusHistory | Agent busy duration (hrs) | Time an agent in the busy state in omnichannel application. |
| FactAgentStatusHistory | Agent offline duration (hrs) | The time an agent signed out of the omnichannel application. |
| FactAgentStatusHistory | Agent total sign-in time (hrs) | The time an agent is in each status. The column is used to calculate other measures like "Agent available duration (hrs)", "Agent away duration (hrs)". |
| FactConversation Conversation id | Identifier of the conversation record. | Primary key of type GUID. |
| FactConversation | Conversation title | Conversation title. |
| FactConversation | Conversation Url | Conversation URL. |
| FactConversation | Conversation property id | Foreign key to DimConversationProperty. |
| FactConversation | Owner system user id | Owner system user ID. Foreign key to DimSystemUser. |
| FactConversation | Queue id | Queue ID. Foreign key to DimQueue. |
| FactConversation | Topic id | Topic ID. Foreign key to DimTopic. |
| FactConversation | Is offered | Whether the customer initiated the conversation. Bot escalates to an agent or an agent handles customer call directly. |
| FactConversation | Is conversation date in past | Is conversation data in past. |
| FactConversation | Is outbound | Is outbound conversation. |
| FactConversation | Abandon rate | Abandon rate. |
| FactConversation | Avg. conversation hold time (min) | The total time an agent has put a customer on hold. |
| FactConversation | Avg. conversation sentiment | Average conversation sentiment. |
| FactConversation | Avg. conversation talk time (min) | The total time the customer and agent spent talking on the voice call. It’s the difference between the handle time and cumulative time in hold and after call work time. |
| FactConversation | Avg. conversation time (min) | Average conversation time (min). |
| FactConversation | Avg. conversation wrap-up time (min) | Average conversation wrap-up time (min). |
| FactConversation | Avg. CSAT | Avg. CSAT. |
| FactConversation | Avg. speed to answer (sec) | The time it took for a customer call to be answered. |
| FactConversation | Conversation volume | Conversation volume that is assigned to a topic. |
| FactConversation | Conversation volume change | Conversation volume change. |
| FactConversation | Created on | Date created on. |
| FactConversation | Closed on | Date closed on. |
| FactConversation | Engaged conversations | Offered conversations that an agent engages. Customer-to-agent communication can begin at this point. |
| FactConversation | Incoming conversations | The number of incoming conversations. |
| FactConversation | Outgoing conversations | The number of outgoing conversations. |
| FactConversation | Total conversations | The number of total conversations. |
| FactConversation | Transfer rate | The percentage of conversations that are transferred to another agent or queue. |
| FactConversation | Sentiment zone | Sentiment zone for the conversation. |
| FactConversation | Avg. conversation active time (min) | Average time when conversation is active. |
| FactConversation | Avg. conversation inactive time (min) | Average time when conversation is inactive. |
| FactConversation | Avg. customer effort time (min) | Average time for customer effort. |
| FactConversation | Avg. handle time (min) | Average active time for the closed conversation. |
| FactConversation | Avg. incoming messages | Average incoming messages. |
| FactConversation | Avg. outgoing messages | Average outgoing messages. |
| FactConversation | Conversation count | Conversation count. |
| FactConversation | Avg. response time (min) | Average response time up on response time of each session. |
| FactConversation | Avg. session per conversation | Average session count per conversation. |
| FactConversation | Avg. survey sentiment | Average sentiment score. |
| FactConversation | Avg. time for first response (min) | Average response time for first response time. |
| FactConversation | Avg. wait time (sec) | Average wait time. |
| FactConversation | Outgoing messages | Outgoing messages count. |
| FactConversation | Incoming messages | Incoming messages count. |
| FactSession | Session id | Identifier of the session record. |
| FactSession | Conversation id | Foreign key to FactConversation. |
| FactSession | Conversation title | Conversation title. |
| FactSession | Conversation Url | Conversation URL. |
| FactSession | Created on | Date created on. |
| FactSession | Closed on | Date closed on. |
| FactSession | Queue id | Queue ID. Foreign key to DimQueue. |
| FactSession | Topic id | Topic ID. Foreign key to DimTopic. |
| FactSession | Primary system user id | Primary system user ID. Foreign key to DimSystemUser. |
| FactSession | Is agent accepted session | Is agent accepted the session or not. |
| FactSession | Is agent session | Is agent session or not. |
| FactSession | Avg. conversation handle time (min) | Average conversation handle time (min). |
| FactSession | Avg. conversation hold time (min) | Average conversation hold time (min). |
| FactSession | Avg. conversation sentiment | Average sentiment score based on the verbatim provided in customer voice survey. |
| FactSession | Avg. conversation talk time (min) | Average conversation talk time (min). |
| FactSession | Avg. CSAT | Average CSAT. |
| FactSession | Avg. incoming messages | Average incoming messages. |
| FactSession | Avg. outgoing messages | Average outgoing messages. |
| FactSession | Avg. session active time (min) | Average session active time (min). |
| FactSession | Avg. session handle time (min) | Average session handle time (min). |
| FactSession | Avg. session hold time (min) | Average session hold time (min). |
| FactSession | Avg. session inactive time (min) | Average session inactive time (min). |
| FactSession | Avg. session sentiment | Average session sentiment. |
| FactSession | Avg. session talk time (min) | Average session talk time (min). |
| FactSession | Avg. session time (min) | Average session time (min). |
| FactSession | Avg. Speed to answer (sec) | Average speed to answer (sec). |
| FactSession | Avg. wait time (min) | The average time in minutes customers waited before connecting to agents. Similar to "speed to answer", but includes time waited on each session within a conversation. |
| FactSession | Avg. wait time (sec) | The average time in seconds customers waited before connecting to agents. Similar to "speed to answer", but includes time waited on each session within a conversation. |
| FactSession | Engaged conversations | The conversations that the agent was engaged in. Customer-to-agent communication can begin at this point. |
| FactSession | Engaged sessions | Number of sessions presented to an agent where the agent accepts. |
| FactSession | Incoming conversations | Incoming conversations. |
| FactSession | Incoming messages | Incoming messages. |
| FactSession | Incoming sessions | Incoming sessions. |
| FactSession | Outgoing conversations | Outgoing conversations. |
| FactSession | Outgoing messages | Outgoing messages. |
| FactSession | Sentiment zone | Sentiment zone. |
| FactSession | Session rejected/timed out rate | Session rejected/timed out rate. |
| FactSession | Sessions rejected | Sessions rejected. |
| FactSession | Transfer rate | The number of sessions an agent transfers. |
| FactSession | Bot conversations | The number of conversations a bot handles. |
| FactSession | Bot escalation rate | The percentage of escalated bot conversations. |
| FactSession | Bot resolution rate | The percentage of resolved bot conversations. |
| FactSession | Bot escalation time (min) | The average session time of the escalated bot sessions. |
| FactSession | Bot resolution time (min) | The average session time of the resolved bot sessions. |
| FactSession | Bot abandoned rate | The percentage of abandoned bot conversations. |
| FactSession | Sessions rejected rate | The percentage of rejected sessions. |
| FactSession | Sessions timeout rate | The percentage of sessions that timed out. |
| FactSession | Sessions timed out count | Session count when agent is timeout. |
| FactSession | Bot escalated | Number of escalated bot conversations. |
| FactSession | Bot resolved | Number of bot resolved conversations. |
| FactSession | Transfer count | Number of transferred sessions (closure reason in 192350006 or 192350010). |
| FactSessionParticipant | Session participant id | Identifier of the session participant record. |
| FactSessionParticipant | Session id | Session ID. Foreign key to FactSession. |
| FactSessionParticipant | Avg. consult time (min) | The time spent on the consult from when the agent joined to when they left in session participant. |
| FactSessionParticipant | Avg. monitor time (min) | The time spent on the monitor from when the agent joined to when they left in session participant. |
| FactSessionParticipant | Consult sessions | The number of sessions a user accepts in mode = consult. |
| FactSessionParticipant | Monitor sessions | The number of sessions a user accepts in mode = monitor. |
Omnichannel voice analytics
Edit the report mapping
Use the Dynamics_365_Customer_Service_Omnichannel_voice_analytics.pbix file to edit the Voice report.
Data model
Data dictionary
| Entities | Attributes | Description |
|---|---|---|
| DimAgentPresence | Agent presence id | Primary key. |
| DimAgentPresence | Presence status | Agent presence status that could be "Available", "Busy", "Busy - DND", "Away", or "Offline" |
| DimConversationProperty | Conversation property id | Primary key |
| DimConversationProperty | Channel name. | The name of the channel that the conversation came through. |
| DimConversationProperty | Conversation status | The status of the conversation, that is, open, active, waiting, wrap up, and closed. |
| DimDate | Date time | Date time. The type is Date/Time. |
| DimDate | Day | Day name. Example: "Fri" |
| DimDate | Hour | Hour. Example: "01:00", "01:30" |
| DimDate | Month | Month name. Example: "Apr 2021" |
| DimDate | Quarter | Quarter name. Example: "Q1" |
| DimDate | Week | Week number. Example: "1" |
| DimDate | Year | Year number. Example: "2021" |
| DimQueue | Queue id | Queue id. Primary key. Type: Guid |
| DimQueue | Is omnichannel queue | Currently, it's always true. |
| DimQueue | Queue | Queue name. |
| DimSystemUser | System user id | System user ID. |
| DimSystemUser | Agent | Name of the agent. |
| DimSystemUser | Is bot | Is bot. True or false. |
| DimTimeZone | Time zone | Time zone code. Example: GMT +01:00. |
| DimTopic | Topic id | Topic ID. Primary key. Type: Guid. |
| DimTopic | Topic | Topic name. |
| FactAgentStatusHistory | Agent status history id | Identifier of the agent status history record. Primary key of type GUID. |
| FactAgentStatusHistory | System user id | Agent ID. Foreign key to DimSystemUser. |
| FactAgentStatusHistory | Agent presence id | Foreign key to DimAgentPresence. |
| FactAgentStatusHistory | Agent available duration (hrs) | The time an agent is in the Available state in the omnichannel application. |
| FactAgentStatusHistory | Agent away duration (hrs) | The time an agent is in the Away state in the omnichannel application. |
| FactAgentStatusHistory | Agent busy (DND) duration (hrs) | The time an agent is in the Busy DND state in the omnichannel application. |
| FactAgentStatusHistory | Agent busy duration (hrs) | Time an agent in the busy state in omnichannel application. |
| FactAgentStatusHistory | Agent offline duration (hrs) | The time an agent signed out of the omnichannel application. |
| FactAgentStatusHistory | Agent total sign-in time (hrs) | The time an agent in each status. The column is used to calculate other measure. |
| FactConversation | Conversation id | Identifier of the conversation record. Primary key of type GUID. |
| FactConversation | Conversation title | Conversation title. |
| FactConversation | Conversation Url | Conversation URL. |
| FactConversation | Conversation property id | Foreign key to DimConversationProperty. |
| FactConversation | Owner system user id | Owner system user ID. Foreign key to DimSystemUser. |
| FactConversation | Queue id | Queue ID. Foreign key to DimQueue. |
| FactConversation | Topic id | Topic ID. Foreign key to DimTopic. |
| FactConversation | Is offered | It means whether the customer initiates the conversation. Bot escalates to an agent or an agent handling customer call directly |
| FactConversation | Is conversation date in past | Is conversation date in past. |
| FactConversation | Is outbound | Is outbound conversation. |
| FactConversation | Abandon rate | Abandon rate. |
| FactConversation | Avg. conversation hold time (min) | The total time an agent put a customer on hold. |
| FactConversation | Avg. conversation sentiment | Avg. conversation sentiment. |
| FactConversation | Avg. conversation talk time (min) | The total time a customer and agent spend talking on the voice call. It’s the difference between the handle time and cumulative time in hold and after call work time. |
| FactConversation | Avg. conversation time (min) | Avg. conversation time (min). |
| FactConversation | Avg. conversation wrap-up time (min) | Avg. conversation wrap-up time (min). |
| FactConversation | Avg. CSAT | Avg. CSAT. |
| FactConversation | Avg. speed to answer (sec) | The time it took for a customer call to be answered. |
| FactConversation | Conversation volume | Conversation volume that's assigned to a topic. |
| FactConversation | Conversation volume change | Conversation volume change. |
| FactConversation | Created on | Date created on. |
| FactConversation | Closed on | Date closed on. |
| FactConversation | Engaged conversations | Offered conversations that an agent engages. Customer-to-agent communication can begin at this point. |
| FactConversation | Incoming conversations | The number of incoming conversations. |
| FactConversation | Outgoing conversations | The number of outgoing conversations. |
| FactConversation | Total conversations | The number of total conversations. |
| FactConversation | Transfer rate | The percentage of conversations that are transferred to another agent/queue. |
| FactVoiceConversationInsights | Conversation id | Conversation ID. Foreign key to FactConversation. |
| FactVoiceConversationInsights | System user id | System user ID. Foreign key to DimSystemUser. |
| FactVoiceConversationInsights | Longest Customer Monologue (sec) | The longest customer monologue with an agent; indicates that the agent is asking good questions and understanding customer needs. |
| FactVoiceConversationInsights | Pause Before Speaking (sec) | The milliseconds the agent paused before responding to customer queries; indicates agent's patience. |
| FactVoiceConversationInsights | Switches per conversation | The average exchanges between an agent and a customer in a conversation; the number of times the conversation switched from one person to another. It's a sign of engagement during conversations. |
| FactVoiceConversationInsights | Talk to listen ratio | The agent's average listen and talk ratio in conversations with customers. |
| FactVoiceConversationInsights | Talking Speed (WPM) | The average number of words the agent uses per minute. |
| FactSession | Session id | Identifier of the session record. |
| FactSession | Conversation id | Identifier of the conversation record. |
| FactSession | Conversation title | Conversation title. |
| FactSession | Conversation Url | Conversation URL. |
| FactSession | Created on | Date created on. |
| FactSession | Closed on | Date closed on. |
| FactSession | Queue id | Queue ID. Foreign key to DimQueue. |
| FactSession | Topic id | Topic ID. Foreign key to DimTopic. |
| FactSession | primary system user id | Primary system user ID. Foreign key to DimSystemUser. |
| FactSession | Is agent accepted session | Has agent accepted the session or not? |
| FactSession | Is agent session | Is agent session or not. |
| FactSession | Avg. conversation handle time (min) | Avg. conversation handle time (min) |
| FactSession | Avg. conversation hold time (min) | Avg. conversation hold time (min) |
| FactSession | Avg. conversation sentiment | The average sentiment score based on the verbatim provided in customer voice survey. |
| FactSession | Avg. conversation talk time (min) | Avg. conversation talk time (min) |
| FactSession | Avg. CSAT | Avg. CSAT |
| FactSession | Avg. incoming messages | Average incoming messages |
| FactSession | Avg. outgoing messages | Average outgoing messages |
| FactSession | Avg. session active time (min) | Average session active time (min) |
| FactSession | Avg. session handle time (min) | Average session handle time (min) |
| FactSession | Avg. session hold time (min) | Average session hold time (min) |
| FactSession | Avg. session inactive time (min) | Average session inactive time (min) |
| FactSession | Avg. session sentiment | Average session sentiment |
| FactSession | Avg. session talk time (min) | Average session talk time (min) |
| FactSession | Avg. session time (min) | Average session time (min) |
| FactSession | Avg. Speed to answer (sec) | Average Speed to answer (sec) |
| FactSession | Avg. wait time (min) | The average time in minutes customers waited before connecting to agents. Similar to "speed to answer", but includes time waited on each session within a conversation. |
| FactSession | Avg. wait time (sec) | The average time in seconds customers waited before connecting to agents. Similar to "speed to answer", but includes time waited on each session within a conversation. |
| FactSession | Engaged conversations | The conversations that the agent was engaged in. Customer-to-agent communication can begin at this point. |
| FactSession | Engaged sessions | Sessions presented to an agent that the agent accepts. |
| FactSession | Incoming conversations | Incoming conversations |
| FactSession | Incoming messages | Incoming messages |
| FactSession | Incoming sessions | Incoming sessions |
| FactSession | Outgoing conversations | Outgoing conversations |
| FactSession | Outgoing messages | Outgoing messages |
| FactSession | Sentiment zone | SentimentZone |
| FactSession | Session rejected/timed out rate | Session rejected or timed out rate |
| FactSession | Sessions rejected | Sessions rejected |
| FactSession | Transfer rate | The number of sessions the agent transfers |
| FactSessionParticipant | Session participant id | Identifier of the session participant record |
| FactSessionParticipant | Session id | Session ID. Foreign key to FactSession. |
| FactSessionParticipant | Avg. consult time (min) | The time spent on the consult from when the agent joined to when they left in session participant. |
| FactSessionParticipant | Avg. monitor time (min) | The time spent on the monitor from when the agent joined to when they left in session participant. |
| FactSessionParticipant | Consult sessions | The number of sessions a user accepted in mode = consult. |
| FactSessionParticipant | Monitor sessions | The number of sessions a user accepted in mode = monitor. |
Voice mail analytics
Edit the report mapping
Use the Dynamics_365_Customer_Service_Omnichannel_Voice_Mail_analytics.pbix file to edit the Voice mail report.
Data model
Data dictionary
| Entities | Attributes | Description |
|---|---|---|
| FactVoiceMail | Voice mail ID | Primary key. |
| FactVoiceMail | Owner system user ID | User ID. Foreign key to DimSystemUser. |
| FactVoiceMail | Queue ID | Queue ID. Foreign key to DimQueue. |
| FactVoiceMail | Created on | The date and time when the voice mail was created. |
| FactVoiceMail | Incoming voicemails | Count of the open and closed voice mails. |
| FactVoiceMail | Closed voicemails | Count of the closed voice mails. |
| FactVoiceMail | Open voicemails | Count of the open voice mails. |
Omnichannel bot analytics
Edit the report mapping
Use the Dynamics_365_Customer_Service_Omnichannel_Bot_analytics.pbix file to edit the following reports:
- Summary
- Bot (the Bot in Dynamic_365_Customer_Service_Omnichannel_analytics are replaced with this enhanced bot page when you turn on the Add historical analytics for bots option in Omnichannel historical analytics).
Data model
Data dictionary
| Entities | Attributes | Description |
|---|---|---|
| FactConversation | Conversation outcome | Conversation outcome based on the involvement of bot and the human agent. Currently supports "bot escalated", "bot deflected", and "direct agent conversations". |
| DimBot | Bot ID | Bot ID |
| DimBot | Bot name | Bot name |
| FactCustomerSupportJourney | Source | The source of one step on the customer support journey graph. Examples are "interaction", "bot escalated","direct agent connection", and "agent assigned" . |
| FactCustomerSupportJourney | Destination | The destination of one step on the customer support journey graph. |
| FactCustomerSupportJourney | Total count | The total count for one step on the customer support journey, from source to destination. |
| FactCustomerSupportJourney | Topic ID | Topic ID. Foreign key to DimTopic. |
| DimConversationProperty | Conversation outcome | Conversation outcome based on the involvement of bot and the human agent. Currently supports "bot escalated", "bot deflected", and "direct agent conversations". |
| FactBotSession | Abandoned session rate | Abandon rate |
| FactBotSession | Avg. escalation time (min) | The time the bot required to escalate. |
| FactBotSession | Avg. deflection time (min) | The time required by the bot to deflect. |
| FactBotSession | Bot CSAT | CSAT score for bot at an average. |
| FactBotSession | Bot Id | Bot ID, PK to Dimbot |
| FactBotSession | Bot session ID | Bot session ID, PK |
| FactBotSession | Bot topic | The topic of this bot session |
| FactBotSession | Conversation title | The title of the associated conversation |
| FactBotSession | Conversation deflected | The total conversation was deflected. |
| FactBotSession | Conversation escalated | The total conversation was escalated. |
| FactBotSession | Conversation ID | Identifier of the related conversation record. |
| FactBotSession | Conversation URL | The URl of the related conversation. |
| FactBotSession | Bot deflection rate | The rate at which the conversations were deflected. |
| FactBotSession | Engaged sessions rate | The engagement rate of bot sessions. |
| FactBotSession | Bot escalated topic | The escalated topic of bot conversations. |
| FactBotSession | Bot escalation rate | The rate at which the bot escalated the conversations. |
| FactBotSession | Escalated sessions rate | Escalation rate based on bot sessions. |
| FactBotSession | Is bot engaged | Indicate if the bot is engaged in this session. |
| FactBotSession | Conversation queue id | Queue ID. Foreign key to DimQueue. |
| FactBotSession | Resolved session rate | Resolution rate based on bot sessions. |
| FactBotSession | Bot sessions abandoned | Bot session abandoned. |
| FactBotSession | Bot sessions escalated | Bot session escalated. |
| FactBotSession | Bot sessions engaged | Bot session engaged. |
| FactBotSession | Bot sessions resolved | Bot session resolved. |
| FactBotSession | Session Outcome | Bot session outcome. |
| FactBotSession | Avg. sessions per conversation | Average number of bot sessions per conversation. |
| FactBotSession | Bot session unengaged | Bot sessions not engaged. |
| FactBotSession | Total sessions | Total bot sessions. |
| FactBotSession | Total conversations | Total conversations associated with bots. |
| FactBotSession | Session ID | The related Omnichannel session ID. |
| FactBotSession | Topic ID | Topic ID. Foreign key to DimTopic. |
Related information
Customize visual display
Overview of data model customization
Customize data models of historical and real-time analytics reports
Data model mapping for real-time analytics reports in Omnichannel for Customer Service