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Sbogard

KVP KVPDesc KVPType KVPDefault KVPValid mapsTo mandatoryForGIM introduced discontinued KVPCategory alwaysAttached
KVP KVPDesc KVPType KVPDefault KVPValid mapsTo mandatoryForGIM introduced discontinued KVPCategory alwaysAttached
_CB_CUSTOMER_ANI ANI of the customer for in-queue scenarios. This value can match _CB_CUSTOMER_PHONE_NUMBER if the same number is confirmed or entered. Could also be empty if the ANI is not detected. CALLBACK_FACT.CUSTOMER_ANI 8.5.111.04
_CB_CUSTOMER_ANI ANI of the customer for in-queue scenarios. This value can match _CB_CUSTOMER_PHONE_NUMBER if the same number is confirmed or entered. Could also be empty if the ANI is not detected. CALLBACK_FACT.CUSTOMER_ANI 8.5.111.04
_CB_DIAL_1_RESULT The result of the first callback dialing attempt. One of the following values:
  • CREATE_CALL_ERROR
  • BUSY
  • NO_ANSWER
  • ANSWERING_MACHINE
  • ERROR_TONE
  • FAX
  • PERSON
  • CONNECTED
  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
  • PUSH_DELIVERY_CONFIRMED
  • PUSH_SEND_ERROR
  • PUSH_DELIVERY_NOT_CONFIRMED
  • USERORIGINATED_CONNECTED
Notes: FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.		 CALLBACK_DIAL_RESULTS.DIAL_1_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07
_CB_DIAL_1_RESULT The result of the first callback dialing attempt. One of the following values:
  • CREATE_CALL_ERROR
  • BUSY
  • NO_ANSWER
  • ANSWERING_MACHINE
  • ERROR_TONE
  • FAX
  • PERSON
  • CONNECTED
  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
  • PUSH_DELIVERY_CONFIRMED
  • PUSH_SEND_ERROR
  • PUSH_DELIVERY_NOT_CONFIRMED
  • USERORIGINATED_CONNECTED
Notes: FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.		 CALLBACK_DIAL_RESULTS.DIAL_1_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07
_CB_DIAL_2_RESULT The result of the second callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_2_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07
_CB_DIAL_2_RESULT The result of the second callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_2_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07
_CB_DIAL_3_RESULT The result of the third callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_3_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07
_CB_DIAL_3_RESULT The result of the third callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_3_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07
_CB_DIAL_4_RESULT The result of the fourth callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_4_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07
_CB_DIAL_4_RESULT The result of the fourth callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_4_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07
_CB_DIAL_5_RESULT The result of the fifth callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_5_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07
_CB_DIAL_5_RESULT The result of the fifth callback dialing attempt. See _CB_DIAL_1_RESULT for possible values. CALLBACK_DIAL_RESULTS.DIAL_5_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIAL_RESULTS_KEY) 8.5.200.07
_CB_DIM_CALLBACK_OFFER_TYPE The type of callback offer that was presented to the customer. For example, after business hours, SCHEDULED is the only available option; during business hours, business rules might allow only the WAIT_FOR_AGENT option or a combination of SCHEDULED and WAIT_FOR_AGENT. One of the following values:
  • SCHEDULED
  • WAIT_FOR_AGENT
  • COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT
  • IMMEDIATE
 CALLBACK_DIM_1.CALLBACK_OFFER_TYPE (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
_CB_DIM_CALLBACK_OFFER_TYPE The type of callback offer that was presented to the customer. For example, after business hours, SCHEDULED is the only available option; during business hours, business rules might allow only the WAIT_FOR_AGENT option or a combination of SCHEDULED and WAIT_FOR_AGENT. One of the following values:
  • SCHEDULED
  • WAIT_FOR_AGENT
  • COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT
  • IMMEDIATE
    		•  CALLBACK_DIM_1.CALLBACK_OFFER_TYPE (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
    _CB_DIM_CALLBACK_OFFER_TYPE The type of callback offer that was presented to the customer. For example, after business hours, SCHEDULED is the only available option; during business hours, business rules might allow only the WAIT_FOR_AGENT option or a combination of SCHEDULED and WAIT_FOR_AGENT. One of the following values:
  • SCHEDULED
  • WAIT_FOR_AGENT
  • COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT
    		•  CALLBACK_DIM_1.CALLBACK_OFFER_TYPE
    _CB_DIM_CALLBACK_OFFER_TYPE The type of callback offer that was presented to the customer. For example, after business hours, SCHEDULED is the only available option; during business hours, business rules might allow only the WAIT_FOR_AGENT option or a combination of SCHEDULED and WAIT_FOR_AGENT. One of the following values:
  • SCHEDULED
  • WAIT_FOR_AGENT
  • COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT
    		•  CALLBACK_DIM_1.CALLBACK_OFFER_TYPE
    _CB_DIM_CALL_DIRECTION The direction of the final callback interaction. One of the following values:
  • CUSTOMER_TERMINATED - Outbound Callback scenarios in which the contact center is dialing out to the customer's number.
  • CUSTOMER_ORIGINATED - Inbound Callback scenarios in which the contact center notifies the customer-facing application that it is time for the callback interaction, after which the application creates the interaction (such as a call or chat), obtaining the phone number if necessary. In this scenario, a customer call comes into the contact center as a regular inbound call, but it is recognized as the callback interaction.
    		•  CALLBACK_DIM_2.CALL_DIRECTION
    _CB_DIM_CALL_DIRECTION The direction of the final callback interaction. One of the following values:
  • CUSTOMER_TERMINATED - Outbound Callback scenarios in which the contact center is dialing out to the customer's number.
  • CUSTOMER_ORIGINATED - Inbound Callback scenarios in which the contact center notifies the customer-facing application that it is time for the callback interaction, after which the application creates the interaction (such as a call or chat), obtaining the phone number if necessary. In this scenario, a customer call comes into the contact center as a regular inbound call, but it is recognized as the callback interaction.
    		•  CALLBACK_DIM_2.CALL_DIRECTION
    _CB_DIM_CALL_DIRECTION The direction of the final callback interaction. One of the following values:
  • CUSTOMER_TERMINATED - Outbound Callback scenarios in which the contact center is dialing out to the customer's number.
  • CUSTOMER_ORIGINATED - Inbound Callback scenarios in which the contact center notifies the customer-facing application that it is time for the callback interaction, after which the application creates the interaction (such as a call or chat), obtaining the phone number if necessary. In this scenario, a customer call comes into the contact center as a regular inbound call, but it is recognized as the callback interaction.
    		•  CALLBACK_DIM_2.CALL_DIRECTION (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
    _CB_DIM_CALL_DIRECTION The direction of the final callback interaction. One of the following values:
  • CUSTOMER_TERMINATED - Outbound Callback scenarios in which the contact center is dialing out to the customer's number.
  • CUSTOMER_ORIGINATED - Inbound Callback scenarios in which the contact center notifies the customer-facing application that it is time for the callback interaction, after which the application creates the interaction (such as a call or chat), obtaining the phone number if necessary. In this scenario, a customer call comes into the contact center as a regular inbound call, but it is recognized as the callback interaction.
    		•  CALLBACK_DIM_2.CALL_DIRECTION (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
    _CB_DIM_CHANNEL The interaction channel from which the callback originated. One of the following values:
  • IVR
  • WEB
  • MOBILE
    		•  CALLBACK_DIM_1.CHANNEL (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
    _CB_DIM_CHANNEL The interaction channel from which the callback originated. One of the following values:
  • IVR
  • WEB
  • MOBILE
    		•  CALLBACK_DIM_1.CHANNEL
    _CB_DIM_CHANNEL The interaction channel from which the callback originated. One of the following values:
  • IVR
  • WEB
  • MOBILE
    		•  CALLBACK_DIM_1.CHANNEL
    _CB_DIM_CHANNEL The interaction channel from which the callback originated. One of the following values:
  • IVR
  • WEB
  • MOBILE
    		•  CALLBACK_DIM_1.CHANNEL (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
    _CB_DIM_CONNECT_ORDER The order in which the final callback interaction was connected. One of the following values:
  • CUSTOMER_FIRST
  • AGENT_FIRST_PREVIEW
  • AGENT_FIRST_NO_PREVIEW
    		•  CALLBACK_DIM_1.CONNECT_ORDER (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
    _CB_DIM_CONNECT_ORDER The order in which the final callback interaction was connected. One of the following values:
  • CUSTOMER_FIRST
  • AGENT_FIRST_PREVIEW
  • AGENT_FIRST_NO_PREVIEW
    		•  CALLBACK_DIM_1.CONNECT_ORDER
    _CB_DIM_CONNECT_ORDER The order in which the final callback interaction was connected. One of the following values:
  • CUSTOMER_FIRST
  • AGENT_FIRST_PREVIEW
  • AGENT_FIRST_NO_PREVIEW
    		•  CALLBACK_DIM_1.CONNECT_ORDER (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
    _CB_DIM_CONNECT_ORDER The order in which the final callback interaction was connected. One of the following values:
  • CUSTOMER_FIRST
  • AGENT_FIRST_PREVIEW
  • AGENT_FIRST_NO_PREVIEW
    		•  CALLBACK_DIM_1.CONNECT_ORDER
    _CB_DIM_DIAL_DIALOG_RESULT The result of the final dialog for the callback. One of the following values:
  • RIGHT_PERSON
  • RESCHEDULED
  • CANCELLED
  • TRANSFERRED_TO_RP
  • PERSON
  • CANCEL
  • ERROR_TONE
    • Important: If an error occurs during the callback outbound call, the value of _CB_DIM_FINAL_DIAL_RESULT might overlap with _CB_DIM_DIAL_DIALOG_RESULT.    		 CALLBACK_DIM_2.DIAL_DIALOG_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
    _CB_DIM_DIAL_DIALOG_RESULT The result of the final dialog for the callback. One of the following values:
    • RIGHT_PERSON
    • RESCHEDULED
    • CANCELLED
    • TRANSFERRED_TO_RP
    • PERSON
    • CANCEL
    • ERROR_TONE
    Important: If an error occurs during the callback outbound call, the value of _CB_DIM_FINAL_DIAL_RESULT might overlap with _CB_DIM_DIAL_DIALOG_RESULT.    		 CALLBACK_DIM_2.DIAL_DIALOG_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
    _CB_DIM_DIAL_DIALOG_RESULT The result of the final dialog for the callback. One of the following values:
    • RIGHT_PERSON
    • RESCHEDULED
    • CANCELLED
    • TRANSFERRED_TO_RP
    • PERSON
    		 CALLBACK_DIM_2.DIAL_DIALOG_RESULT
    _CB_DIM_DIAL_DIALOG_RESULT The result of the final dialog for the callback. One of the following values:
  • RIGHT_PERSON
  • RESCHEDULED
  • CANCELLED
  • TRANSFERRED_TO_RP
  • PERSON
    		•  CALLBACK_DIM_2.DIAL_DIALOG_RESULT
    _CB_DIM_FINAL_DIAL_RESULT The result of the final callback dialing attempt. One of the following values:
  • BUSY
  • NO_ANSWER
  • ANSWERING_MACHINE
  • ERROR_TONE
  • FAX
  • PERSON
  • REDIAL_LIMIT_REACHED
  • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
  • PUSH_DELIVERY_CONFIRMED
  • PUSH_SEND_ERROR
  • PUSH_DELIVERY_NOT_CONFIRMED
  • USERORIGINATED_CONNECTED
    • Note: FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.    		 CALLBACK_DIM_2.FINAL_DIAL_RESULT
    _CB_DIM_FINAL_DIAL_RESULT The result of the final callback dialing attempt. One of the following values:
    • BUSY
    • NO_ANSWER
    • ANSWERING_MACHINE
    • ERROR_TONE
    • FAX
    • PERSON
    • REDIAL_LIMIT_REACHED
    • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
    • PUSH_DELIVERY_CONFIRMED
    • PUSH_SEND_ERROR
    • PUSH_DELIVERY_NOT_CONFIRMED
    • USERORIGINATED_CONNECTED
    Note: FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.    		 CALLBACK_DIM_2.FINAL_DIAL_RESULT
    _CB_DIM_FINAL_DIAL_RESULT The result of the final callback dialing attempt. One of the following values:
    • CREATE_CALL_ERROR
    • BUSY
    • NO_ANSWER
    • ANSWERING_MACHINE
    • ERROR_TONE
    • FAX
    • PERSON
    • CANCEL
    • CONNECTED
    • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
    • PUSH_DELIVERY_CONFIRMED
    • PUSH_SEND_ERROR
    • PUSH_DELIVERY_NOT_CONFIRMED
    • USERORIGINATED_CONNECTED
    • REDIAL_LIMIT_REACHED
    • ABANDONED_IN_QUEUE
    • FAIL
    • UNKNOWN
    • RESCHEDULED
    • FAIL_FAX_REACHED

    Notes:
    1. FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.

    2. CANCEL is set when the on_dial plugin returned action=CANCEL.    		 CALLBACK_DIM_2.FINAL_DIAL_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
    _CB_DIM_FINAL_DIAL_RESULT The result of the final callback dialing attempt. One of the following values:
    • CREATE_CALL_ERROR
    • BUSY
    • NO_ANSWER
    • ANSWERING_MACHINE
    • ERROR_TONE
    • FAX
    • PERSON
    • CANCEL
    • CONNECTED
    • FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA
    • PUSH_DELIVERY_CONFIRMED
    • PUSH_SEND_ERROR
    • PUSH_DELIVERY_NOT_CONFIRMED
    • USERORIGINATED_CONNECTED
    • REDIAL_LIMIT_REACHED
    • ABANDONED_IN_QUEUE
    • FAIL
    • UNKNOWN
    • RESCHEDULED
    • FAIL_FAX_REACHED

    Notes:
    1. FAILED_TO_ESTABLISH_CUSTOMER_ORIGINATED_MEDIA is a result that must be reported by the user application; otherwise, there is no CTI data that will enable Genesys Callback to identify this result.

    2. CANCEL is set when the on_dial plugin returned action=CANCEL.    		 CALLBACK_DIM_2.FINAL_DIAL_RESULT (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
    _CB_DIM_FINAL_TARGET The routing target that was used to find the agent. CALLBACK_DIM_3.FINAL_TARGET (referenced through CALLBACK_FACT.CALLBACK_DIM_3_KEY)
    _CB_DIM_FINAL_TARGET The routing target that was used to find the agent. CALLBACK_DIM_3.FINAL_TARGET
    _CB_DIM_FINAL_TARGET The routing target that was used to find the agent. CALLBACK_DIM_3.FINAL_TARGET
    _CB_DIM_FINAL_TARGET The routing target that was used to find the agent. CALLBACK_DIM_3.FINAL_TARGET (referenced through CALLBACK_FACT.CALLBACK_DIM_3_KEY)
    _CB_DIM_OFFER_TIMING Specifies whether the callback offer was made during operational (business) or non-operational hours. One of the following values:
    • ON-HOURS
    • OFF-HOURS
    		 CALLBACK_DIM_2.OFFER_TIMING (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
    _CB_DIM_OFFER_TIMING Specifies whether the callback offer was made during operational (business) or non-operational hours. One of the following values:
  • ON-HOURS
  • OFF-HOURS
    		•  CALLBACK_DIM_2.OFFER_TIMING
    _CB_DIM_OFFER_TIMING Specifies whether the callback offer was made during operational (business) or non-operational hours. One of the following values:
  • ON-HOURS
  • OFF-HOURS
    		•  CALLBACK_DIM_2.OFFER_TIMING (referenced through CALLBACK_FACT.CALLBACK_DIM_2_KEY)
    _CB_DIM_OFFER_TIMING Specifies whether the callback offer was made during operational (business) or non-operational hours. One of the following values:
  • ON-HOURS
  • OFF-HOURS
    		•  CALLBACK_DIM_2.OFFER_TIMING
    _CB_DIM_TYPE The type of callback the customer requested. One of the following values:
  • IMMEDIATE - The interaction is created right away while the customer is waiting for the agent (in an online chat session or waiting for a voice call).
  • WAIT_FOR_AGENT - The interaction is delayed until the agent is about to become available or actually becomes available (as in an agent first scenario).
  • SCHEDULED - The time for the callback interaction is negotiated with the customer.
  • CANCELLED - The callback request is canceled, for any reason, either by the customer (before the agent is connected) or by the system (or an administrator).
    		•  CALLBACK_DIM_1.CALLBACK_TYPE
    _CB_DIM_TYPE The type of callback the customer requested. One of the following values:
  • IMMEDIATE - The interaction is created right away while the customer is waiting for the agent (in an online chat session or waiting for a voice call).
  • WAIT_FOR_AGENT - The interaction is delayed until the agent is about to become available or actually becomes available (as in an agent first scenario).
  • SCHEDULED - The time for the callback interaction is negotiated with the customer.
  • CANCELLED - The callback request is canceled, for any reason, either by the customer (before the agent is connected) or by the system (or an administrator).
    		•  CALLBACK_DIM_1.CALLBACK_TYPE
    _CB_DIM_TYPE The type of callback the customer requested. One of the following values:
  • IMMEDIATE - The interaction is created right away while the customer is waiting for the agent (in an online chat session or waiting for a voice call).
  • WAIT_FOR_AGENT - The interaction is delayed until the agent is about to become available or actually becomes available (as in an agent first scenario).
  • SCHEDULED - The time for the callback interaction is negotiated with the customer.
    		•  CALLBACK_DIM_1.CALLBACK_TYPE (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
    _CB_DIM_TYPE The type of callback the customer requested. One of the following values:
  • IMMEDIATE - The interaction is created right away while the customer is waiting for the agent (in an online chat session or waiting for a voice call).
  • WAIT_FOR_AGENT - The interaction is delayed until the agent is about to become available or actually becomes available (as in an agent first scenario).
  • SCHEDULED - The time for the callback interaction is negotiated with the customer.
    		•  CALLBACK_DIM_1.CALLBACK_TYPE (referenced through CALLBACK_FACT.CALLBACK_DIM_1_KEY)
    _CB_DIM_VQ The virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    _CB_DIM_VQ The virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    _CB_DIM_VQ The virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    _CB_DIM_VQ The virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    _CB_DIM_VQ_DBID The DBID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    _CB_DIM_VQ_DBID The DBID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    _CB_DIM_VQ_DBID The DBID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    _CB_DIM_VQ_DBID The DBID of the virtual queue used to find the target agent. Genesys Info Mart uses this value in combination to identify the RESOURCE_KEY to use. CALLBACK_FACT.RESOURCE_KEY
    _CB_DISPOSITION Callback state using the format <state>.<sub state> where:
  • <state> can be set to: SCHEDULED, QUEUED, ROUTING, PROCESSING, COMPLETED.
  • <sub state> can be set: REDIAL_LIMIT_REACHED, CANCELLED, AGENT, ABANDONED_IN_QUEUE, REJECTED, PUSH_SEND, PUSH_DELIVERY_CONFIRMED, PUSH_SEND_ERROR, FAILED, CONNECTED, TRANSFERRED_TO_RP.
    		•  CALLBACK_DIM_3.DISPOSITION (referenced through CALLBACK_FACT.CALLBACK_DIM_3_KEY)
    _CB_DISPOSITION Callback state using the format <state>.<sub state> where:
  • <state> can be set to: SCHEDULED, QUEUED, ROUTING, PROCESSING, COMPLETED.
  • <sub state> can be set: REDIAL_LIMIT_REACHED, CANCELLED, AGENT, ABANDONED_IN_QUEUE, REJECTED, PUSH_SEND, PUSH_DELIVERY_CONFIRMED, PUSH_SEND_ERROR, FAILED, CONNECTED, TRANSFERRED_TO_RP.
    		•  CALLBACK_DIM_3.DISPOSITION (referenced through CALLBACK_FACT.CALLBACK_DIM_3_KEY)
    _CB_D_CALLBACK_OFFER The duration of the callback offer, in seconds. CALLBACK_FACT.CALLBACK_OFFER_TIME
    _CB_D_CALLBACK_OFFER The duration of the callback offer, in seconds. CALLBACK_FACT.CALLBACK_OFFER_TIME
    _CB_D_CALLBACK_OFFER The duration of the callback offer, in seconds. CALLBACK_FACT.CALLBACK_OFFER_TIME yes
    _CB_D_CALLBACK_OFFER The duration of the callback offer, in seconds. CALLBACK_FACT.CALLBACK_OFFER_TIME yes
    _CB_D_CUSTOMER_CONNECTED_WAITING_FOR_AGENT The amount of time, in seconds, the customer was waiting to be connected to the agent after the callback interaction was established. CALLBACK_FACT.CONN_WAITING_AGENT_TIME
    _CB_D_CUSTOMER_CONNECTED_WAITING_FOR_AGENT The amount of time, in seconds, the customer was waiting to be connected to the agent after the callback interaction was established. CALLBACK_FACT.CONN_WAITING_AGENT_TIME
    _CB_D_CUSTOMER_CONNECTED_WAITING_FOR_AGENT The amount of time, in seconds, the customer was waiting to be connected to the agent after the callback interaction was established. CALLBACK_FACT.CONN_WAITING_AGENT_TIME
    _CB_D_CUSTOMER_CONNECTED_WAITING_FOR_AGENT The amount of time, in seconds, the customer was waiting to be connected to the agent after the callback interaction was established. CALLBACK_FACT.CONN_WAITING_AGENT_TIME
    _CB_D_CUSTOMER_WAITED_BEFORE_OFFER The amount of time, in seconds, the customer waited in the queue before a callback was offered. CALLBACK_FACT.WAITED_BEFORE_OFFER_TIME 8.5.106.14
    _CB_D_CUSTOMER_WAITED_BEFORE_OFFER The amount of time, in seconds, the customer waited in the queue before a callback was offered. CALLBACK_FACT.WAITED_BEFORE_OFFER_TIME 8.5.106.14
    _CB_D_ESTABLISH_MEDIA_IXN The amount of time, in seconds, it took to establish the callback interaction, such as an outbound call. CALLBACK_FACT.ESTABLISH_MEDIA_IXN_TIME
    _CB_D_ESTABLISH_MEDIA_IXN The amount of time, in seconds, it took to establish the callback interaction, such as an outbound call. CALLBACK_FACT.ESTABLISH_MEDIA_IXN_TIME
    _CB_D_ESTABLISH_MEDIA_IXN The amount of time, in seconds, it took to establish the callback interaction, such as an outbound call. CALLBACK_FACT.ESTABLISH_MEDIA_IXN_TIME
    _CB_D_ESTABLISH_MEDIA_IXN The amount of time, in seconds, it took to establish the callback interaction, such as an outbound call. CALLBACK_FACT.ESTABLISH_MEDIA_IXN_TIME
    _CB_D_WAITING_FOR_AGENT_OFFLINE The amount of time, in seconds, the customer was waiting offline for an agent to become available. CALLBACK_FACT.WAIT_AGENT_OFFLINE_TIME
    _CB_D_WAITING_FOR_AGENT_OFFLINE The amount of time, in seconds, the customer was waiting offline for an agent to become available. CALLBACK_FACT.WAIT_AGENT_OFFLINE_TIME
    _CB_D_WAITING_FOR_AGENT_OFFLINE The amount of time, in seconds, the customer was waiting offline for an agent to become available. CALLBACK_FACT.WAIT_AGENT_OFFLINE_TIME
    _CB_D_WAITING_FOR_AGENT_OFFLINE The amount of time, in seconds, the customer was waiting offline for an agent to become available. CALLBACK_FACT.WAIT_AGENT_OFFLINE_TIME
    _CB_EWT_THRESHOLD_WHEN_OFFERED Value of the EWT threshold used to decide whether the callback offer should be made or not. Pass this value as an argument of the application that is responsible for making the callback offer. CALLBACK_FACT.EWT_THRESHOLD_WHEN_OFFERED 8.5.200.07
    _CB_EWT_THRESHOLD_WHEN_OFFERED Value of the EWT threshold used to decide whether the callback offer should be made or not. Pass this value as an argument of the application that is responsible for making the callback offer. CALLBACK_FACT.EWT_THRESHOLD_WHEN_OFFERED 8.5.200.07
    _CB_EWT_WHEN_CALLBACK_WAS_OFFERED The value of EWT, in seconds, at the time the callback was offered. CALLBACK_FACT.EWT_WHEN_OFFERED
    _CB_EWT_WHEN_CALLBACK_WAS_OFFERED The value of EWT, in seconds, at the time the callback was offered. CALLBACK_FACT.EWT_WHEN_OFFERED
    _CB_EWT_WHEN_CALLBACK_WAS_OFFERED The value of EWT, in seconds, at the time the callback was offered. CALLBACK_FACT.EWT_WHEN_OFFERED
    _CB_EWT_WHEN_CALLBACK_WAS_OFFERED The value of EWT, in seconds, at the time the callback was offered. CALLBACK_FACT.EWT_WHEN_OFFERED
    _CB_EWT_WHEN_READY_TO_START_LAST_MEDIA_IXN Estimated Wait Time in seconds when the last dial attempt was made or the last push notification sent. CALLBACK_FACT.EWT_WHEN_LAST_DIAL 8.5.200.07
    _CB_EWT_WHEN_READY_TO_START_LAST_MEDIA_IXN Estimated Wait Time in seconds when the last dial attempt was made or the last push notification sent. CALLBACK_FACT.EWT_WHEN_LAST_DIAL 8.5.200.07
    _CB_EWT_WHEN_READY_TO_START_MEDIA_IXN The value of Expected Wait Time (EWT), in seconds, for the service request when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.EWT_READY_TO_START_IXN
    _CB_EWT_WHEN_READY_TO_START_MEDIA_IXN The value of Expected Wait Time (EWT), in seconds, for the service request when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.EWT_READY_TO_START_IXN
    _CB_EWT_WHEN_READY_TO_START_MEDIA_IXN The value of Expected Wait Time (EWT), in seconds, for the service request when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.EWT_READY_TO_START_IXN
    _CB_EWT_WHEN_READY_TO_START_MEDIA_IXN The value of Expected Wait Time (EWT), in seconds, for the service request when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.EWT_READY_TO_START_IXN
    _CB_FINAL_RECORD Indicates whether this is a final record about this callback service: 0 = No, 1 = Yes. CALLBACK_FACT.FINAL_RECORD
    _CB_FINAL_RECORD Indicates whether this is a final record about this callback service: 0 = No, 1 = Yes. CALLBACK_FACT.FINAL_RECORD
    _CB_FINAL_RECORD Indicates whether this is a final record about this callback service: 0 = No, 1 = Yes. CALLBACK_FACT.FINAL_RECORD
    _CB_FINAL_RECORD Indicates whether this is a final record about this callback service: 0 = No, 1 = Yes. CALLBACK_FACT.FINAL_RECORD
    _CB_FIRST_OUT_IXN_ID The call ID of the first outbound call that the callback service created. CALLBACK_FACT.FIRST_OUT_IXN_ID 8.5.200.07
    _CB_FIRST_OUT_IXN_ID The call ID of the first outbound call that the callback service created. CALLBACK_FACT.FIRST_OUT_IXN_ID 8.5.200.07
    _CB_IXN_START_IGNORING_AVAILABILITY For premise callback, _CB_IXN_START_IGNORING_AVAILABILITY will always be 0. CALLBACK_DIM_4.DIAL_IGNORING_AVAILABILITY 8.5.200.07
    _CB_IXN_START_IGNORING_AVAILABILITY For premise callback, _CB_IXN_START_IGNORING_AVAILABILITY will always be 0. CALLBACK_DIM_4.DIAL_IGNORING_AVAILABILITY 8.5.200.07
    _CB_LAST_OUT_IXN_ID The call ID of the last outbound call that the callback service created. CALLBACK_FACT.LAST_OUT_IXN_ID 8.5.200.07
    _CB_LAST_OUT_IXN_ID The call ID of the last outbound call that the callback service created. CALLBACK_FACT.LAST_OUT_IXN_ID 8.5.200.07
    _CB_N_ABANDONED_DURING_CALLBACK_OFFER Indicates whether the caller dropped the call without explicitly accepting or rejecting the callback offer: 0 = No, 1 = Yes. CALLBACK_DIM_4.ABANDONED_DURING_CB_OFFER (referenced through CALLBACK_FACT.CALLBACK_DIM_4_KEY) 8.5.111.04
    _CB_N_ABANDONED_DURING_CALLBACK_OFFER Indicates whether the caller dropped the call without explicitly accepting or rejecting the callback offer: 0 = No, 1 = Yes. CALLBACK_DIM_4.ABANDONED_DURING_CB_OFFER (referenced through CALLBACK_FACT.CALLBACK_DIM_4_KEY) 8.5.111.04
    _CB_N_AGENT_ADDED_TO_IXN Indicates whether the agent was successfully added to the callback interaction: 0 = No, 1 = Yes. CALLBACK_FACT.AGENT_ADDED_TO_IXN
    _CB_N_AGENT_ADDED_TO_IXN Indicates whether the agent was successfully added to the callback interaction: 0 = No, 1 = Yes. CALLBACK_FACT.AGENT_ADDED_TO_IXN
    _CB_N_AGENT_ADDED_TO_IXN Indicates whether the agent was successfully added to the callback interaction: 0 = No, 1 = Yes. CALLBACK_FACT.AGENT_ADDED_TO_IXN
    _CB_N_AGENT_ADDED_TO_IXN Indicates whether the agent was successfully added to the callback interaction: 0 = No, 1 = Yes. CALLBACK_FACT.AGENT_ADDED_TO_IXN
    _CB_N_CALLBACK_ACCEPTED Indicates whether a callback offer was accepted: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_ACCEPTED
    _CB_N_CALLBACK_ACCEPTED Indicates whether a callback offer was accepted: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_ACCEPTED
    _CB_N_CALLBACK_ACCEPTED Indicates whether a callback offer was accepted: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_ACCEPTED
    _CB_N_CALLBACK_ACCEPTED Indicates whether a callback offer was accepted: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_ACCEPTED
    _CB_N_CALLBACK_MEDIA_ATTEMPTS The total number of callback attempts or notifications, both successful and unsuccessful. CALLBACK_FACT.CALLBACK_ATTEMPTS
    _CB_N_CALLBACK_MEDIA_ATTEMPTS The total number of callback attempts or notifications, both successful and unsuccessful. CALLBACK_FACT.CALLBACK_ATTEMPTS
    _CB_N_CALLBACK_MEDIA_ATTEMPTS The total number of callback attempts or notifications, both successful and unsuccessful. CALLBACK_FACT.CALLBACK_ATTEMPTS
    _CB_N_CALLBACK_MEDIA_ATTEMPTS The total number of callback attempts or notifications, both successful and unsuccessful. CALLBACK_FACT.CALLBACK_ATTEMPTS
    _CB_N_CALLBACK_OFFERED Indicates whether callback was offered, at least once, during the session: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_OFFERED yes
    _CB_N_CALLBACK_OFFERED Indicates whether callback was offered, at least once, during the session: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_OFFERED
    _CB_N_CALLBACK_OFFERED Indicates whether callback was offered, at least once, during the session: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_OFFERED
    _CB_N_CALLBACK_OFFERED Indicates whether callback was offered, at least once, during the session: 0 = No, 1 = Yes. CALLBACK_FACT.CALLBACK_OFFERED yes
    _CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT Indicates whether the customer abandoned the callback interaction while waiting to be connected to an agent: 0 = No, 1 = Yes. CALLBACK_FACT.ABANDONED_WAITING
    _CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT Indicates whether the customer abandoned the callback interaction while waiting to be connected to an agent: 0 = No, 1 = Yes. CALLBACK_FACT.ABANDONED_WAITING
    _CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT Indicates whether the customer abandoned the callback interaction while waiting to be connected to an agent: 0 = No, 1 = Yes. CALLBACK_FACT.ABANDONED_WAITING
    _CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT Indicates whether the customer abandoned the callback interaction while waiting to be connected to an agent: 0 = No, 1 = Yes. CALLBACK_FACT.ABANDONED_WAITING
    _CB_N_IXN_REQ_AGENT Indicates whether the interaction required agent assistance: 0 = No, 1 = Yes. CALLBACK_FACT.IXN_REQ_AGENT
    _CB_N_IXN_REQ_AGENT Indicates whether the interaction required agent assistance: 0 = No, 1 = Yes. CALLBACK_FACT.IXN_REQ_AGENT
    _CB_N_IXN_REQ_AGENT Indicates whether the interaction required agent assistance: 0 = No, 1 = Yes. CALLBACK_FACT.IXN_REQ_AGENT
    _CB_N_IXN_REQ_AGENT Indicates whether the interaction required agent assistance: 0 = No, 1 = Yes. CALLBACK_FACT.IXN_REQ_AGENT
    _CB_N_TIMEOUT_WHILE_WAITING_FOR_AGENT Indicates whether the customer was disconnected because the timeout for waiting for an agent was reached: 0 = No, 1 = Yes. CALLBACK_FACT.TIMEOUT_WAITING
    _CB_N_TIMEOUT_WHILE_WAITING_FOR_AGENT Indicates whether the customer was disconnected because the timeout for waiting for an agent was reached: 0 = No, 1 = Yes. CALLBACK_FACT.TIMEOUT_WAITING
    _CB_N_TIMEOUT_WHILE_WAITING_FOR_AGENT Indicates whether the customer was disconnected because the timeout for waiting for an agent was reached: 0 = No, 1 = Yes. CALLBACK_FACT.TIMEOUT_WAITING
    _CB_N_TIMEOUT_WHILE_WAITING_FOR_AGENT Indicates whether the customer was disconnected because the timeout for waiting for an agent was reached: 0 = No, 1 = Yes. CALLBACK_FACT.TIMEOUT_WAITING
    _CB_N_TRANSFER_TO_AGENT_FAILED Number of times the callback interaction failed to transfer to the agent. CALLBACK_FACT.XFER_TO_AGENT_FAILED
    _CB_N_TRANSFER_TO_AGENT_FAILED Number of times the callback interaction failed to transfer to the agent. CALLBACK_FACT.XFER_TO_AGENT_FAILED
    _CB_N_TRANSFER_TO_AGENT_FAILED Number of times the callback interaction failed to transfer to the agent. CALLBACK_FACT.XFER_TO_AGENT_FAILED
    _CB_N_TRANSFER_TO_AGENT_FAILED Number of times the callback interaction failed to transfer to the agent. CALLBACK_FACT.XFER_TO_AGENT_FAILED
    _CB_OFFER_EWT_INBOUND_VQ Estimated Wait Time for the queue where rejected calls and not offered callbacks are being placed. This value is identical to _CB_EWT_WHEN_CALLBACK_WAS_OFFERED if the same Virtual Queue is used to place accepted callbacks. CALLBACK_FACT.EWT_WHEN_REJECTED 8.5.111.04
    _CB_OFFER_EWT_INBOUND_VQ Estimated Wait Time for the queue where rejected calls and not offered callbacks are being placed. This value is identical to _CB_EWT_WHEN_CALLBACK_WAS_OFFERED if the same Virtual Queue is used to place accepted callbacks. CALLBACK_FACT.EWT_WHEN_REJECTED 8.5.111.04
    _CB_ORIGINATION_IXN_ID The ID of the inbound call where the callback was originally offered and accepted. You must pass the _cb_origination_ixn_id parameter in your Start Callback query when creating a callback request. If you do not pass the _cb_origination_ixn_id parameter, the value of _CB_ORIGINATION_IXN_ID will be undefined. For chat scenarios, this ID should be the chat interaction ID. CALLBACK_FACT.ORIGINATION_IXN_ID 8.5.200.07
    _CB_ORIGINATION_IXN_ID The ID of the inbound call where the callback was originally offered and accepted. You must pass the _cb_origination_ixn_id parameter in your Start Callback query when creating a callback request. If you do not pass the _cb_origination_ixn_id parameter, the value of _CB_ORIGINATION_IXN_ID will be undefined. For chat scenarios, this ID should be the chat interaction ID. CALLBACK_FACT.ORIGINATION_IXN_ID 8.5.200.07
    _CB_ORS_SESSION_ID The Orchestration Server (ORS) session ID used to manage the callback. If multiple sessions were used (for example, because an ORS session terminated unexpectedly during the callback), the last session ID is reported. CALLBACK_FACT.ORS_SESSION_ID 8.5.114.09
    _CB_ORS_SESSION_ID The Orchestration Server (ORS) session ID used to manage the callback. If multiple sessions were used (for example, because an ORS session terminated unexpectedly during the callback), the last session ID is reported. CALLBACK_FACT.ORS_SESSION_ID 8.5.114.09
    _CB_POS_WHEN_CALLBACK_WAS_OFFERED The customer position in the queue when callback was offered. CALLBACK_FACT.POS_WHEN_OFFERED
    _CB_POS_WHEN_CALLBACK_WAS_OFFERED The customer position in the queue when callback was offered. CALLBACK_FACT.POS_WHEN_OFFERED
    _CB_POS_WHEN_CALLBACK_WAS_OFFERED The customer position in the queue when callback was offered. CALLBACK_FACT.POS_WHEN_OFFERED
    _CB_POS_WHEN_CALLBACK_WAS_OFFERED The customer position in the queue when callback was offered. CALLBACK_FACT.POS_WHEN_OFFERED
    _CB_POS_WHEN_READY_TO_START_LAST_MEDIA_IXN Position in queue when the last dial attempt was made or the last push notification sent. CALLBACK_FACT.POS_WHEN_LAST_DIAL 8.5.200.07
    _CB_POS_WHEN_READY_TO_START_LAST_MEDIA_IXN Position in queue when the last dial attempt was made or the last push notification sent. CALLBACK_FACT.POS_WHEN_LAST_DIAL 8.5.200.07
    _CB_POS_WHEN_READY_TO_START_MEDIA_IXN The customer position in the queue when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.POS_READY_TO_START_IXN
    _CB_POS_WHEN_READY_TO_START_MEDIA_IXN The customer position in the queue when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.POS_READY_TO_START_IXN
    _CB_POS_WHEN_READY_TO_START_MEDIA_IXN The customer position in the queue when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.POS_READY_TO_START_IXN
    _CB_POS_WHEN_READY_TO_START_MEDIA_IXN The customer position in the queue when the contact center was ready to start the first callback interaction, such as an outbound dialing attempt. CALLBACK_FACT.POS_READY_TO_START_IXN
    _CB_PRIORITY_AT_THE_END_OF_ONLINE_WAIT Priority of the virtual interaction when the customer was connected to the agent. If the customer abandoned while waiting in queue, then this value is the priority of the call when the customer disconnected. CALLBACK_FACT.PRIORITY_WHEN_A_CONNECTED 8.5.200.07
    _CB_PRIORITY_AT_THE_END_OF_ONLINE_WAIT Priority of the virtual interaction when the customer was connected to the agent. If the customer abandoned while waiting in queue, then this value is the priority of the call when the customer disconnected. CALLBACK_FACT.PRIORITY_WHEN_A_CONNECTED 8.5.200.07
    _CB_PRIORITY_WHEN_CALLBACK_ACCEPTED Priority of the interaction (real or virtual) when the callback offer was accepted. CALLBACK_FACT.PRIORITY_WHEN_CB_ACCEPTED 8.5.200.07
    _CB_PRIORITY_WHEN_CALLBACK_ACCEPTED Priority of the interaction (real or virtual) when the callback offer was accepted. CALLBACK_FACT.PRIORITY_WHEN_CB_ACCEPTED 8.5.200.07
    _CB_PRIORITY_WHEN_CUSTOMER_CONNECTED Priority of the virtual interaction when the customer was connected. CALLBACK_FACT.PRIORITY_WHEN_C_CONNECTED 8.5.200.07
    _CB_PRIORITY_WHEN_CUSTOMER_CONNECTED Priority of the virtual interaction when the customer was connected. CALLBACK_FACT.PRIORITY_WHEN_C_CONNECTED 8.5.200.07
    _CB_SERVICE_ID* The ID of the callback service request. Depending on the scenario, the value equals the ID of the GMS service instance or ID of the ORS session. CALLBACK_FACT.SERVICE_ID yes
    _CB_SERVICE_ID* The ID of the callback service request. Depending on the scenario, the value equals the ID of the GMS service instance or ID of the ORS session. CALLBACK_FACT.SERVICE_ID
    _CB_SERVICE_ID* The ID of the callback service request. Depending on the scenario, the value equals the ID of the GMS service instance or ID of the ORS session. CALLBACK_FACT.SERVICE_ID
    _CB_SERVICE_ID* The ID of the callback service request. Depending on the scenario, the value equals the ID of the GMS service instance or ID of the ORS session. CALLBACK_FACT.SERVICE_ID yes
    _CB_TENANT_DBID The Tenant DBID. CALLBACK_FACT.TENANT_KEY
    _CB_TENANT_DBID The Tenant DBID. CALLBACK_FACT.TENANT_KEY
    _CB_TENANT_DBID The Tenant DBID. CALLBACK_FACT.TENANT_KEY
    _CB_TENANT_DBID The Tenant DBID. CALLBACK_FACT.TENANT_KEY
    _CB_T_CALLBACK_ACCEPTED* The UTC timestamp when the callback offer was accepted. CALLBACK_FACT.CALLBACK_ACCEPTED_TS
    _CB_T_CALLBACK_ACCEPTED* The UTC timestamp when the callback offer was accepted. CALLBACK_FACT.CALLBACK_ACCEPTED_TS
    _CB_T_CALLBACK_ACCEPTED* The UTC timestamp when the callback offer was accepted. CALLBACK_FACT.CALLBACK_ACCEPTED_TS
    _CB_T_CALLBACK_ACCEPTED* The UTC timestamp when the callback offer was accepted. CALLBACK_FACT.CALLBACK_ACCEPTED_TS
    _CB_T_CALLBACK_OFFERED The UTC timestamp when the callback was offered. CALLBACK_FACT.CALLBACK_OFFERED_TS yes
    _CB_T_CALLBACK_OFFERED The UTC timestamp when the callback was offered. CALLBACK_FACT.CALLBACK_OFFERED_TS yes
    _CB_T_CALLBACK_OFFERED The UTC timestamp when the callback was offered. CALLBACK_FACT.CALLBACK_OFFERED_TS
    _CB_T_CALLBACK_OFFERED The UTC timestamp when the callback was offered. CALLBACK_FACT.CALLBACK_OFFERED_TS
    _CB_T_CUSTOMER_CONNECTED* The UTC timestamp when the customer was reconnected to the contact center and started waiting for an agent to be connected. CALLBACK_FACT.CUSTOMER_CONNECTED_TS
    _CB_T_CUSTOMER_CONNECTED* The UTC timestamp when the customer was reconnected to the contact center and started waiting for an agent to be connected. CALLBACK_FACT.CUSTOMER_CONNECTED_TS
    _CB_T_CUSTOMER_CONNECTED* The UTC timestamp when the customer was reconnected to the contact center and started waiting for an agent to be connected. CALLBACK_FACT.CUSTOMER_CONNECTED_TS
    _CB_T_CUSTOMER_CONNECTED* The UTC timestamp when the customer was reconnected to the contact center and started waiting for an agent to be connected. CALLBACK_FACT.CUSTOMER_CONNECTED_TS
    _CB_T_DIAL_1 UTC Timestamp of the first dialing attempt. CALLBACK_FACT.DIAL_1_TS 8.5.200.07
    _CB_T_DIAL_1 UTC Timestamp of the first dialing attempt. CALLBACK_FACT.DIAL_1_TS 8.5.200.07
    _CB_T_DIAL_2 UTC Timestamp of the second dialing attempt. CALLBACK_FACT.DIAL_2_TS 8.5.200.07
    _CB_T_DIAL_2 UTC Timestamp of the second dialing attempt. CALLBACK_FACT.DIAL_2_TS 8.5.200.07
    _CB_T_DIAL_3 UTC Timestamp of the third dialing attempt. CALLBACK_FACT.DIAL_3_TS 8.5.200.07
    _CB_T_DIAL_3 UTC Timestamp of the third dialing attempt. CALLBACK_FACT.DIAL_3_TS 8.5.200.07
    _CB_T_DIAL_4 UTC Timestamp of the fourth dialing attempt. CALLBACK_FACT.DIAL_4_TS 8.5.200.07
    _CB_T_DIAL_4 UTC Timestamp of the fourth dialing attempt. CALLBACK_FACT.DIAL_4_TS 8.5.200.07
    _CB_T_DIAL_5 UTC Timestamp of the fifth dialing attempt. CALLBACK_FACT.DIAL_5_TS 8.5.200.07
    _CB_T_DIAL_5 UTC Timestamp of the fifth dialing attempt. CALLBACK_FACT.DIAL_5_TS 8.5.200.07
    _CB_T_READY_TO_START_MEDIA_IXN The UTC timestamp when the contact center was ready to start the callback interaction. The value matches the time of either an outbound dialing attempt or a push notification prompting the customer to start a call or chat session. Note: Set this value only once, before the first dial attempt. CALLBACK_FACT.READY_START_MEDIA_IXN_TS
    _CB_T_READY_TO_START_MEDIA_IXN The UTC timestamp when the contact center was ready to start the callback interaction. The value matches the time of either an outbound dialing attempt or a push notification prompting the customer to start a call or chat session. Note: Set this value only once, before the first dial attempt. CALLBACK_FACT.READY_START_MEDIA_IXN_TS
    _CB_T_READY_TO_START_MEDIA_IXN The UTC timestamp when the contact center was ready to start the callback interaction. The value matches the time of either an outbound dialing attempt or a push notification prompting the customer to start a call or chat session. CALLBACK_FACT.READY_START_MEDIA_IXN_TS
    _CB_T_READY_TO_START_MEDIA_IXN The UTC timestamp when the contact center was ready to start the callback interaction. The value matches the time of either an outbound dialing attempt or a push notification prompting the customer to start a call or chat session. CALLBACK_FACT.READY_START_MEDIA_IXN_TS
    _CB_T_SERVICE_END UTC timestamp for when service was completed or terminated. CALLBACK_FACT.SERVICE_END_TS 8.5.111.04
    _CB_T_SERVICE_END UTC timestamp for when service was completed or terminated. CALLBACK_FACT.SERVICE_END_TS 8.5.111.04
    _CB_T_SERVICE_START* The UTC timestamp when the callback service started. This value represents either the time of the callback request or the time that the callback offer was played, depending on deployment. CALLBACK_FACT.SERVICE_START_TS, CALLBACK_FACT.START_DATE_TIME_KEY yes
    _CB_T_SERVICE_START* The UTC timestamp when the callback service started. This value represents either the time of the callback request or the time that the callback offer was played, depending on deployment. CALLBACK_FACT.SERVICE_START_TS, CALLBACK_FACT.START_DATE_TIME_KEY
    _CB_T_SERVICE_START* The UTC timestamp when the callback service started. This value represents either the time of the callback request or the time that the callback offer was played, depending on deployment. CALLBACK_FACT.SERVICE_START_TS, CALLBACK_FACT.START_DATE_TIME_KEY
    _CB_T_SERVICE_START* The UTC timestamp when the callback service started. This value represents either the time of the callback request or the time that the callback offer was played, depending on deployment. CALLBACK_FACT.SERVICE_START_TS, CALLBACK_FACT.START_DATE_TIME_KEY yes
    This page was last edited on August 29, 2022, at 12:38.
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