Engagement

Engagement data is a core data set containing all customer engagements organized into conversations and linked to important attributes that enable to filter and segment them.

Property	Type	Description
Engagement	PID	Unique identifier of this engagement.
Agent	Reference to Agent	The agent who engaged with the customer.
Contact	Reference to Customer	The [Problem Internal Link] the customer used during this engagement. Contact is a specific phone number, email, username, or other identifier. The original contact information is replaced by an anonymized identifier and is not visible in analytics.
Start Time	Date and Time	The time when the engagement started including a preparation phase if there is any. Start time is available for all engagements.
End Time	Date and Time	The time when the engagement ended including a wrap-up phase if there is any. End time is not available for engagements that are in progress.
Campaign	Entity	Campaign this engagement is part of. This can be for example outbound call campaign, emailing campaign or marketing campaign with a dedicated company contact that enables to categorize engagements.
Case	Entity	The case is associated with the current engagement. Cases are units that can span many engagements, conversations, and even customers. Thus cases are no directly part of a customer journey as they may touch multiple customers. However, cases might be useful to calculate aggregated metrics to associate effort, costs, etc. with them.
Channel	Entity	Channel is a granular channel identifier.
Channel Type	Enumeration Email, Chat, SMS, Task, Video, Voice	High level category of a channel which enables you to distinguish between engagements that may have very different expected metrics and attributes.
Channel Vendor	Entity	The vendor used for handling this engagement. This enables you to understand what applications and service customers use or preffer.
Company Contact	Entity	The company contact that the customer reached or your agents used to reach the customer.
Conversation	Attribute	Conversation group together multiple Engagements into one conversation.
Direction	Enumeration Inbound, Outbound, Internal, Unknown	The direction of the conversation. Direction should be the same for all engagements in the conversation based on the direction of the first engagement.
Engaged Team	Entity	The team in which the agent when engaged in this engagement.
Language	Entity	The predominant language is associated with the engagement. In a multi-lingual contact center. This enables you to segment engagements by the language you are serving.
Location	Entity	Location in which the engagement happened.
Menu Path	Entity	The menu path the customer went through during the last menu engagement.
Outcome	Entity	Outcome of the engagement. How outcome is determined depends on the engagement type.
Outcome Category	Entity	Higher level of outcome that enables to categorize them for example by kind of conversations they are related, by failure/success or categorize by other criteria.
Platform	Entity	The platform name in which this engagement happened.
Priority	Entity	The priority of the engagement represented by a category.
Queue	Entity	The queue with which the engagement is associated with. The meaning differs by the type of the engagement.
Reason	Entity	The reason why the customers contact the company. This may be based on customer input, agent input or automatically detected based on the environment.
Service Level	Enumeration Within SLA, Out of SLA, Ignore	Information whether this engagement was handled according to set service level standards.
Source	Entity	The account identifier in the platform in which this engagement happened. You can have multiple accounts in a single platform connected to one Salted CX account. This attribute enables you to show the engagements by this account.
Status	Enumeration Completed, Corrupted, Deleted, In Progress, On Hold	Engagement state represents the current state of the engagement. The state can change over time as engagements may be long-running. In this case, they may appear as in progress and later be completed.
Terminated By	Enumeration Agent, Customer, System, Technical, Unknown	Tells who has terminated the engagement. Typically a person who left the conversation. For example, during a phone call, this is when the participant hangs up.
Type	Enumeration Agent, Agent Activity, Flow, Invitation, Menu, Queue, Technical	High-level type of the engagement. This categorizes engagements into very different kinds of categories that typically do not show in the single reporting.
Cost	Fact	The cost of engaging in this conversation. This includes all costs that are possible to attribute in a given environment including agent salaries, technology stack costs, used services, etc.
Engagement Time	Fact	The time from the moment when agent and a customer start talking together until they disconnect.
Focus Time	Fact	The time the agent spent focused on the engagement. In a multitasking environment when agents can be engaged in multiple conversations at the same time the focus time tries to isolate the time when the agent’s attention is focused solely on this engagement.
Hold Time	Fact	The time the customer spent waiting without the ability to talk to an agent during the engagement. Note that engagement time includes the hold time.
Invitation Time	Fact	The time the agent was invited to join the conversation.
Preparation Time	Fact	The time the agent spent before an engagement with a customer to prepare for it. This can be for example a research on customer history before reaching to them to ensure they better understand the customer.
Time	Fact	Technical timestamp representing Start time. As fact this can be used for sorting and arithmetics.
Wait Time	Fact	The time the customer or an agent spent in waiting to be connected to an agent. The meaning of wait time differs by engagement type.
Wrap Up Time	Fact	The time the agent spent wrapping up the conversation after the customer is disconnected.

Cases

Cases enable you to connect engagements by case if the conversations are grouped by cases and tickets or other high-level requests.

Channel Type

Channel type is a high-level way of categorizing channels.

Channel Type	Description
Email	The engagement is an email conversation that has its specifics. It can have longer messages.
Chat	The engagement represents a chat where users communicate using messages instantly.
SMS	The engagement represents SMS or a similar short message system engagement.
Task	The engagement represents a generic task.
Video	The engagement represents a video call.
Voice	The engagement represents a voice call.

Conversation

Conversation is an attribute that groups multiple Engagements into a single Conversation. There is an explicit data set containing individual conversations. In Logical Model the conversation is just a container for Engagements linked with the same permanent identifier.

Direction

Direction is the same for every engagement in a conversation and it is based on the first engagement. So even when agents consult during an inbound conversation with other agents the engagement representing the consulting part is still Inbound (not Internal). Keeping the direction the same for all engagements is intended to simplify reporting and remove unclarities.

Direction	Description
Inbound	The conversation was initiated by the customer.
Internal	The conversation was initiated by an agent in the contact center and led to another agent in the contact center.
Outbound	The conversation was initiated by an agent (or dialer) in the contact center and led to a customer outside of the contact center.

Outcome

Available outcomes depend on your business needs. This is typically called wrap code or disposition code based on the platform.

Service Level

Service Level indicates whether the engagement was handled within a required SLA policy.

Service Level	Description
Within SLA	The engagement was handled according to service level requirements.
Out of SLA	The engagement was not handled within the service level requirements.
Ignore	The engagement should be excluded from any calculation of SLA-based metrics.

Status

Engagement status represents the current state of the engagement. The status can change over time as engagements may be long-running. In this case, they may appear as in progress and lated be completed.

Status	Description
Completed	The Engagement is over. The agent handling that Engagement has no further work associated with the given engagement. After this, the engagement metrics and attributes should not change unless updated by loading custom data.
Corrupted	Salted CX has not received all the data necessary to calculate some key metrics or attributes. These engagements may be the result of incomplete data received from a source platform. Corrupted engagements may appear when there is a problem with the underlying platform and it fails to deliver all the events it should, when there is a network issue between the source platform and Salted CX, or when there is an issue in Salted CX directly. Corrupted engagements are available for transparency and for being excluded from reporting when necessary.
Deleted	The Engagement was flagged as deleted. This means it should be excluded from most of the reporting unless the reporting is not specifically targeted deleted engagements.
In Progress	The Engagement has started but has not yet been completed.
On Hold	The Engagement is in progress technically but has a hold state to indicate no agent is busy working on the engagement.

Engagement Type

Engagement type splits engagements into very different categories of engagements that have very different meanings. In the vast majority of metrics and reports you will want to filter by this attribute to get expected results.

Type	Description
Agent	Single agent’s engagement in a conversation. The agent can be either a human or a service such as bot, voicemail, etc.
Agent Activity	This engagement is a technical engagement that represents an agents in a given status.
Flow	This engagement is an engagement when customer was in a flow.
Invitation	Invitation that asks an agent to join the conversation.
Menu	Engagement in which the agent went through a process of picking options in a menu. This can be IVR for phone calls.
Queue	Customer or an agent waiting in a queue.
Technical	Item in Engagement Data Set that is stored there only for technical reasons. Typically to make reporting easier to use.

Agent Engagements

Agent engagements are engagements in which the customer and agent talk together.

note

Agent does not always have to be a person. There might be bots and other services that handle the customer. If you are interested in human only engagements you should make sure you use Agent Type to filter the data.

Invitation Engagements

Invitation Engagements represent an invitation of an agent to a conversation.

Property	Type	Description
Engagement	PID	Unique identifier of this engagement.
Agent	Reference to Agent	The agent who was invited to join the conversation.
Start Time	Date and time	The time when the invitation was created.
End Time	Date and time	The time when the invitation was accepted by an agent, was rejected and timed out.
Campaign	Attribute	Campaign this engagement is part of. This can be for example outbound call campaign, emailing campaign or marketing campaign with a dedicated company contact that enables to categorize engagements.
Case	Attribute	Case associated with the current engagement. Cases are units that can span many engagements, conversations and even customers. Thus cases are no directly part of a customer journey as they may touch multiple customers. However cases might be useful to calculate aggregated metrics to associate effort, costs, etc. with them.
Channel	Entity	Channel is a granular channel identifier.
Channel Type	Attribute	High level category of a channel which enables you to distinguish between engagements that may have very different expected metrics and attributes.
Channel Vendor	Attribute	The vendor used for handling this engagement. This enables you to understand what applications and service customers use or prefer.
Company Contact	Entity	The company contact that the customer reached or your agents used to reach the customer.
Conversation	Attribute	Conversation group together multiple Engagements into one conversation.
Direction	Attribute	The direction of the conversation. Direction should be the same for all engagements in the conversation based on the direction of the first engagement.
Engaged Team	Entity	The team in which the agent when engaged in this engagement.
Language	Attribute	The predominant language associated with the engagement. In a multi-lingual contact center this enables you to segment engagements by the language you are serving.
Menu Path	Entity	The menu path the customer went through during the last menu engagement.
Outcome	Entity	Accepted for invitations that the agent accepted Rejected for invitations that the agent explicitly rejected Time Out for invitations that the agent did not respond to a given time-out Revoked for invitations that were revoked before the time out and before the agent had any chance to respond
Outcome Category	Entity	Invitation
Platform	Attribute	The platform name in which this engagement happened.
Priority	Attribute	The priority of the engagement.
Queue	Entity	The queue with which the engagement is associated with. The meaning differs by the type of the engagement.
Service Level	Attribute	—
Source	Attribute	The account identifier in the platform in which this engagement happened. You can have multiple accounts in a single platform connected to one Salted CX account. This attribute enables you to show the engagements by this account.
Status	Attribute	Completed for invitations that are accepted, rejected or timed out In Progress for invitations that are created but were not yet accepted/rejected/timed out
Type	Attribute	Invitation
Cost	Fact	—
Engagement Time	Fact	—
Focus Time	Fact	—
Hold Time	Fact	—
Invitation Time	Fact	The time the agent was invited to join the conversation.
Preparation Time	Fact	—
Time	Fact	Technical timestamp representing Start time. As fact this can be used for sorting and arithmetics.
Wait Time	Fact	—
Wrap Up Time	Fact	—

Queue Engagements

Queue engagement represents a customer (which can be of type agent) in a queue. Waiting in queue happens when you have limited number of people (eventually other resources) that can handle the customer request and you have nobody (or no resources) available for a given customer. Queues enable to overcome unavailability time period.

There might be multiple queue engagement when the customer moves from one queue to another.

Property	Type	Description
Engagement	PID	Unique identifier of this engagement.
Agent	Reference to Agent	—
Contact	Reference to Customer	The [Problem Internal Link] the customer used during this engagement. Contact is a specific phone number, email, username or other identifier. The original contact information is replaced by an anonymized identifier and is not visible in analytics.
Start Time	Date and time	The time when the customer started to wait in the queue.
End Time	Date and time	The time when the customer left the queue for any reason.
Campaign	Attribute	Campaign this engagement is part of. This can be for example outbound call campaign, emailing campaign or marketing campaign with a dedicated company contact that enables to categorize engagements.
Case	Attribute	Case associated with the current engagement. Cases are units that can span many engagements, conversations and even customers. Thus cases are no directly part of a customer journey as they may touch multiple customers. However cases might be useful to calculate aggregated metrics to associate effort, costs, etc. with them.
Channel	Entity	Channel is a granular channel identifier.
Channel Type	Attribute	High level category of a channel which enables you to distinguish between engagements that may have very different expected metrics and attributes.
Channel Vendor	Attribute	The vendor used for handling this engagement. This enables you to understand what applications and services customers use or prefer.
Company Contact	Entity	The company contact that the customer reached or your agents used to reach the customer.
Conversation	Attribute	Conversation group together multiple Engagements into one conversation.
Direction	Attribute	The direction of the conversation. Direction should be the same for all engagements in the conversation based on the direction of the first engagement.
Engaged Team	Entity	—
Language	Attribute	The predominant language is associated with the engagement. In a multi-lingual contact center, this enables you to segment engagements by the language you are serving.
Menu Path	Entity	The menu path the customer went through during the last menu engagement.
Outcome	Entity	Accepted when the
Outcome Category	Entity	Queue
Platform	Attribute	The platform name in which this engagement happened.
Priority	Attribute	The priority of the engagement.
Queue	Entity	The queue in which the customer is waiting.
Service Level	Attribute	Within SLA if the customer waited within the range defined in the SLA. Out of SLA if the customer waited longer than defined in the SLA.
Source	Attribute	The account identifier in the platform in which this engagement happened. You can have multiple accounts in a single platform connected to one Salted CX account. This attribute enables you to show the engagements by this account.
Status	Attribute	Completed if the customer already left the queue
Type	Attribute	High level type of the engagement. This categorizes engagements into very different kind of categories.
Cost	Fact	The cost for engaging in this conversation. This includes all costs that are possible to attribute in a given environment including agent salaries, technology stack costs, used services, etc.
Engagement Time	Fact	The time from the moment when agent and a customer start talking together until they disconnect.
Focus Time	Fact	The time the agent spent focused on the engagement. In multitasking environment when agent can be engaged in multiple conversations in the same time the focus time tries to isolate the time when the agent’s attention is focused solely on this engagement.
Hold Time	Fact	The time the customer spent waiting without the ability to talk to agent during the engagement. Note that engagement time includes the hold time.
Invitation Time	Fact	The time the agent was invited to join the conversation.
Preparation Time	Fact	The time the agent spent before an engagement with a customer to prepare for it. This can be for example a research on customer history before reaching to them to ensure they better understand the customer.
Time	Fact	Technical timestamp representing Start time. As fact this can be used for sorting and arithmetics.
Wait Time	Fact	The time the customer or an agent spent in waiting to be connected to an agent. The meaning of wait time differs by engagement type.
Wrap Up Time	Fact	The time the agent spent wrapping up the conversation after the customer is disconnected.

Terminated By

Indicates how the engagement was terminated and by whom.

Terminated By	Description
Agent	The agent left the engagement while the customer was still in the engagement.
Customer	The customer left before the agent.
System	The engagement was terminated by the system as expected. This is for example the case when a customer arrives at the end of an IVR.
Other	The connection reason is none of the others.
Technical	The connection was terminated due to technical reasons.