Prepare Callback KVPs Page

The content of this page is the result of a DPL query that finds instances of the KVP parameter on Table-CALLBACK* pages. Copy the results onto the Callback KVPs page. (Manually delete the extra whitespace; empty paragraphs reflect table columns that do not have the KVP parameter, and getting rid of them is the reason for this intermediate page.)

Important

The column descriptions (|colDesc parameter on the table page) are a starting point for the KVP descriptions (|KVPDesc parameter on this page), but they are not always identical. Use this page to check and supplement the KVPs page. Do not simply overwrite existing content on the KVPs page.

There are 6 Callback tables that have the KVP parameter.


{{KVP
|KVP = _CB_DIAL_1_RESULT
|KVPDesc = The result of the first dialing attempt. Possible values are:

<div style="column-count:2;-moz-column-count:2;-webkit-column-count:2">
* 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
* UNKNOWN
</div>
|mapsTo = CALLBACK_DIAL_RESULTS.DIAL_1_RESULT
}}

{{KVP
|KVP = _CB_DIAL_2_RESULT
|KVPDesc = The result of the second dialing attempt. See [[Documentation:GIM:Library:Z PrepareKVPsPage:8.5DRAFT#DIAL_1_RESULT|DIAL_1_RESULT]] for the possible values.
|mapsTo = CALLBACK_DIAL_RESULTS.DIAL_2_RESULT
}}

{{KVP
|KVP = _CB_DIAL_3_RESULT
|KVPDesc = The result of the third dialing attempt. See [[Documentation:GIM:Library:Z PrepareKVPsPage:8.5DRAFT#DIAL_1_RESULT|DIAL_1_RESULT]] for the possible values.
|mapsTo = CALLBACK_DIAL_RESULTS.DIAL_3_RESULT
}}

{{KVP
|KVP = _CB_DIAL_4_RESULT
|KVPDesc = The result of the fourth dialing attempt. See [[Documentation:GIM:Library:Z PrepareKVPsPage:8.5DRAFT#DIAL_1_RESULT|DIAL_1_RESULT]] for the possible values.
|mapsTo = CALLBACK_DIAL_RESULTS.DIAL_4_RESULT
}}

{{KVP
|KVP = _CB_DIAL_5_RESULT
|KVPDesc = The result of the fifth dialing attempt. See [[Documentation:GIM:Library:Z PrepareKVPsPage:8.5DRAFT#DIAL_1_RESULT|DIAL_1_RESULT]] for the possible values.
|mapsTo = CALLBACK_DIAL_RESULTS.DIAL_5_RESULT
}}





{{KVP
|KVP = _CB_DIM_CHANNEL
|KVPDesc = The interaction channel from which the callback originated. This field is set to one of the following values:
*IVR
*WEB
*MOBILE
*UNKNOWN
|mapsTo = CALLBACK_DIM_1.CHANNEL
}}

{{KVP
|KVP = _CB_DIM_CALLBACK_OFFER_TYPE
|KVPDesc = 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. This field is set to one of the following values:
*SCHEDULED
*WAIT_FOR_AGENT
*COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT
*IMMEDIATE
*UNKNOWN
|mapsTo = CALLBACK_DIM_1.CALLBACK_OFFER_TYPE
}}

{{KVP
|KVP = _CB_DIM_TYPE
|KVPDesc = The type of callback the customer requested. This field is set to 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.
*UNKNOWN - The type is unknown. This value is also used when the callback offer was declined.
|mapsTo = CALLBACK_DIM_1.CALLBACK_TYPE
}}

{{KVP
|KVP = _CB_DIM_CONNECT_ORDER
|KVPDesc = The order in which the final callback interaction was connected. This field is set to one of the following values:
*CUSTOMER_FIRST
*AGENT_FIRST_PREVIEW
*AGENT_FIRST_NO_PREVIEW
*UNKNOWN
|mapsTo = CALLBACK_DIM_1.CONNECT_ORDER
}}







{{KVP
|KVP = _CB_DIM_DIAL_DIALOG_RESULT
|KVPDesc = The result of the final dialog for the callback. This field is set to one of the following values:
*RIGHT_PERSON
*RESCHEDULED
*CANCELLED
*TRANSFERRED_TO_RP
*UNKNOWN
|mapsTo = CALLBACK_DIM_2.DIAL_DIALOG_RESULT
}}

{{KVP
|KVP = _CB_DIM_CALL_DIRECTION
|KVPDesc = The direction of the final callback interaction. This field is set to one of the following values:
*CUSTOMER_TERMINATED - Scenarios in which the contact center is dialing out to the customer's number.
*CUSTOMER_ORIGINATED - 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.
*UNKNOWN
|mapsTo = CALLBACK_DIM_2.CALL_DIRECTION
}}

{{KVP
|KVP = _CB_DIM_FINAL_DIAL_RESULT
|KVPDesc = The result of the final callback dialing attempt. This field is set to 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
*UNKNOWN
 
'''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 product to identify this result. 
* For PUSH_DELIVERY_CONFIRMED, the PUSH_DELIVERY_CONFIRMED_TS field in the CALLBACK_FACT table provides the timestamp when the application confirmed that the push was delivered.
|mapsTo = CALLBACK_DIM_2.FINAL_DIAL_RESULT
}}

{{KVP
|KVP = _CB_DIM_OFFER_TIMING
|KVPDesc = Specifies whether the callback offer was made during operational (business) or non-operational hours. This field is set to one of the following values:
*ON-HOURS
*OFF-HOURS
*UNKNOWN
|mapsTo = CALLBACK_DIM_2.OFFER_TIMING
}}





{{KVP
|KVP = _CB_DIM_FINAL_TARGET
|KVPDesc = The routing target that was used to find the agent.
|mapsTo = CALLBACK_DIM_3.FINAL_TARGET
}}

{{KVP
|KVP = _CB_DISPOSITION
|KVPDesc = The state of the callback, in the format ''state.substate''. If the state cannot be reported, the field is set to the default value, UNKNOWN.

Supported states are: 
*SCHEDULED
*QUEUED
*ROUTING
*PROCESSING
*COMPLETED

Supported substates are: 
*REDIAL_LIMIT_REACHED
*CANCELLED
*AGENT
*ABANDONED_IN_QUEUE
*REJECTED
*PUSH_SEND
*PUSH_DELIVERY_CONFIRMED
*PUSH_SEND_ERROR
*FAILED
*CONNECTED
*TRANSFERRED_TO_RP
|mapsTo = CALLBACK_DIM_3.DISPOSITION
}}



{{KVP
|KVP = _CB_N_ABANDONED_DURING_CALLBACK_OFFER
|KVPDesc = Indicates whether the caller dropped the call without explicitly accepting or rejecting the callback offer: 0 = No, 1 = Yes.
|mapsTo = CALLBACK_DIM_4.ABANDONED_DURING_CB_OFFER
}}

{{KVP
|KVP = _CB_IXN_START_IGNORING_AVAILABILITY
|KVPDesc = Indicates whether the callback queue is being flushed, and dialing (or push notification) is being forced regardless of actual agent availability: 0 = No, 1 = Yes. 

A value of 1 might occur at the end of the day, when contact center personnel are trying to close the queue for the day and do not want to leave any callbacks for the next day.
|mapsTo = CALLBACK_DIM_4.DIAL_IGNORING_AVAILABILITY
}}











{{KVP
|KVP = _CB_TENANT_DBID
|KVPDesc = The surrogate key that is used to join the TENANT dimension to the fact tables, to indicate the tenant of the IRF resource. The value of this field is identical to the value in the corresponding IRF record. Use this value to restrict data access.
|mapsTo = CALLBACK_FACT.TENANT_KEY
}}

{{KVP
|KVP = _CB_SERVICE_ID
|KVPDesc = 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.
|mapsTo = CALLBACK_FACT.SERVICE_ID
}}

{{KVP
|KVP = _CB_FINAL_RECORD
|KVPDesc = Indicates whether this is a final record about this callback service: 0 = No, 1 = Yes.
|mapsTo = CALLBACK_FACT.FINAL_RECORD
}}

{{KVP
|KVP = _CB_EWT_WHEN_READY_TO_START_MEDIA_IXN
|KVPDesc = The value of Expected Wait Time (EWT), in seconds, for the service request at the time the contact center was ready to start the first callback interaction, such as an outbound dialing attempt.
|mapsTo = CALLBACK_FACT.EWT_READY_TO_START_IXN
}}

{{KVP
|KVP = _CB_EWT_WHEN_CALLBACK_WAS_OFFERED
|KVPDesc = The value of EWT, in seconds, at the time the callback was offered.
|mapsTo = CALLBACK_FACT.EWT_WHEN_OFFERED
}}

{{KVP
|KVP = _CB_POS_WHEN_READY_TO_START_MEDIA_IXN
|KVPDesc = The customer position in the queue at the time the contact center was ready to start the first callback interaction, such as an outbound dialing attempt.
|mapsTo = CALLBACK_FACT.POS_READY_TO_START_IXN
}}

{{KVP
|KVP = _CB_POS_WHEN_CALLBACK_WAS_OFFERED
|KVPDesc = The customer position in the queue at the time callback was offered.
|mapsTo = CALLBACK_FACT.POS_WHEN_OFFERED
}}

{{KVP
|KVP = _CB_D_CALLBACK_OFFER
|KVPDesc = The duration of the callback offer, in seconds.
|mapsTo = CALLBACK_FACT.CALLBACK_OFFER_TIME
}}

{{KVP
|KVP = _CB_D_WAITING_FOR_AGENT_OFFLINE
|KVPDesc = The amount of time, in seconds, the customer was waiting offline for an agent to become available.
|mapsTo = CALLBACK_FACT.WAIT_AGENT_OFFLINE_TIME
}}

{{KVP
|KVP = _CB_D_ESTABLISH_MEDIA_IXN
|KVPDesc = The amount of time, in seconds, it took to establish the callback interaction, such as an outbound call.
|mapsTo = CALLBACK_FACT.ESTABLISH_MEDIA_IXN_TIME
}}

{{KVP
|KVP = _CB_D_CUSTOMER_CONNECTED_WAITING_FOR_AGENT
|KVPDesc = The amount of time, in seconds, the customer was waiting to be connected to the agent after the callback interaction was established.
|mapsTo = CALLBACK_FACT.CONN_WAITING_AGENT_TIME
}}

{{KVP
|KVP = _CB_T_CALLBACK_ACCEPTED
|KVPDesc = The UTC timestamp at the time the callback offer was accepted.
|mapsTo = CALLBACK_FACT.CALLBACK_ACCEPTED_TS
}}

{{KVP
|KVP = _CB_T_CALLBACK_OFFERED
|KVPDesc = The UTC timestamp at the time the callback was offered.
|mapsTo = CALLBACK_FACT.CALLBACK_OFFERED_TS
}}

{{KVP
|KVP = _CB_T_READY_TO_START_MEDIA_IXN
|KVPDesc = The UTC timestamp at the time 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.
|mapsTo = CALLBACK_FACT.READY_START_MEDIA_IXN_TS
}}

{{KVP
|KVP = _CB_T_CUSTOMER_CONNECTED
|KVPDesc = The UTC timestamp at the time the customer was reconnected to the contact center and started waiting for an agent to be connected.
|mapsTo = CALLBACK_FACT.CUSTOMER_CONNECTED_TS
}}

{{KVP
|KVP = _CB_N_AGENT_ADDED_TO_IXN
|KVPDesc = Indicates whether the agent was successfully added to the callback interaction: 0 = No, 1 = Yes.
|mapsTo = CALLBACK_FACT.AGENT_ADDED_TO_IXN
}}

{{KVP
|KVP = _CB_N_TRANSFER_TO_AGENT_FAILED
|KVPDesc = Number of times the callback interaction failed to transfer to the agent.
|mapsTo = CALLBACK_FACT.XFER_TO_AGENT_FAILED
}}

{{KVP
|KVP = _CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT
|KVPDesc = Indicates whether the customer abandoned the callback interaction while waiting to be connected to an agent: 0 = No, 1 = Yes.
|mapsTo = CALLBACK_FACT.ABANDONED_WAITING
}}

{{KVP
|KVP = _CB_N_TIMEOUT_WHILE_WAITING_FOR_AGENT
|KVPDesc = Indicates whether the customer was disconnected because the timeout for waiting for an agent was reached: 0 = No, 1 = Yes.
|mapsTo = CALLBACK_FACT.TIMEOUT_WAITING
}}

{{KVP
|KVP = _CB_N_IXN_REQ_AGENT
|KVPDesc = For internal use.
|mapsTo = CALLBACK_FACT.IXN_REQ_AGENT
}}

{{KVP
|KVP = _CB_N_CALLBACK_OFFERED
|KVPDesc = Indicates whether callback was offered, at least once, during the session: 0 = No, 1 = Yes.
|mapsTo = CALLBACK_FACT.CALLBACK_OFFERED
}}

{{KVP
|KVP = _CB_N_CALLBACK_ACCEPTED
|KVPDesc = Indicates whether a callback offer was accepted: 0 = No, 1 = Yes.
|mapsTo = CALLBACK_FACT.CALLBACK_ACCEPTED
}}

{{KVP
|KVP = _CB_N_CALLBACK_MEDIA_ATTEMPTS
|KVPDesc = The total number of callback attempts or notifications, both successful and unsuccessful.
|mapsTo = CALLBACK_FACT.CALLBACK_ATTEMPTS
}}

{{KVP
|KVP = _CB_T_SERVICE_START
|KVPDesc = The UTC timestamp at the time 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.
|mapsTo = CALLBACK_FACT.SERVICE_START_TS
}}

{{KVP
|KVP = _CB_T_SERVICE_START
|KVPDesc = This is the DATE_TIME_KEY equivalent of the SERVICE_START_TS value.
|mapsTo = CALLBACK_FACT.START_DATE_TIME_KEY
}}

{{KVP
|KVP = _CB_N_CALLBACK_OFFERS_PER_SESSION
|KVPDesc = The number of times a callback was offered to the customer during the current interaction.
|mapsTo = CALLBACK_FACT.CALLBACK_OFFERS_PER_SESSION
}}

{{KVP
|KVP = _CB_T_LAST_CALLBACK_OFFERED
|KVPDesc = The UTC timestamp of the final callback offer during the current interaction.
|mapsTo = CALLBACK_FACT.LAST_CALLBACK_OFFERED_TS
}}

{{KVP
|KVP = _CB_D_LAST_CALLBACK_OFFER
|KVPDesc = The duration, in seconds, of the final callback offer.
|mapsTo = CALLBACK_FACT.LAST_CALLBACK_OFFER_TIME
}}

{{KVP
|KVP = _CB_CUSTOMER_PHONE_NUMBER
|KVPDesc = The customer phone number that was used for the callback interaction, if available.
|mapsTo = CALLBACK_FACT.CUSTOMER_PHONE_NUMBER
}}



{{KVP
|KVP = _CB_T_DESIRED_TIME
|KVPDesc = The UTC equivalent of the scheduled callback time that was promised to the customer. For ASAP callback requests, this time equals to the CALLBACK_ACCEPTED_TS value.
|mapsTo = CALLBACK_FACT.DESIRED_TIME_TS
}}

{{KVP
|KVP = _CB_T_PUSH_DELIVERY_CONFIRMED
|KVPDesc = The UTC timestamp at the time the application confirmed receipt of push notification. This field is populated for Inbound Callback scenarios.
|mapsTo = CALLBACK_FACT.PUSH_DELIVERY_CONFIRMED_TS
}}

{{KVP
|KVP = _CB_T_CUSTOMER_READY_TO_START_MEDIA_IXN
|KVPDesc = The UTC timestamp at the time the customer is ready to start the callback interaction. This field is populated for Inbound Callback scenarios. Typically, the value is set to the time when the application sends a request for an access number to dial and an access code to match the call. In cases when no special confirmation is sent about push delivery, this value is the same as _CB_T_PUSH_DELIVERY_CONFIRMED.

Note: Genesys recommends to use a separate confirmation for push delivery.
|mapsTo = CALLBACK_FACT.CUSTOMER_READY_TO_START_IXN_TS
}}







{{KVP
|KVP = _CB_DIM_VQ_DBID,_CB_DIM_VQ
|KVPDesc = The surrogate key that is used to join the RESOURCE_ dimension to the fact tables, to identify the virtual queue where the callback request was waiting for execution.
|mapsTo = CALLBACK_FACT.RESOURCE_KEY
}}

{{KVP
|KVP = _CB_T_DIAL_1
|KVPDesc = The UTC timestamp of the first dialing attempt.
|mapsTo = CALLBACK_FACT.DIAL_1_TS
}}

{{KVP
|KVP = _CB_T_DIAL_2
|KVPDesc = The UTC timestamp of the second dialing attempt.
|mapsTo = CALLBACK_FACT.DIAL_2_TS
}}

{{KVP
|KVP = _CB_T_DIAL_3
|KVPDesc = The UTC timestamp of the third dialing attempt.
|mapsTo = CALLBACK_FACT.DIAL_3_TS
}}

{{KVP
|KVP = _CB_T_DIAL_4
|KVPDesc = The UTC timestamp of the fourth dialing attempt.
|mapsTo = CALLBACK_FACT.DIAL_4_TS
}}

{{KVP
|KVP = _CB_T_DIAL_5
|KVPDesc = The UTC timestamp of the fifth dialing attempt.
|mapsTo = CALLBACK_FACT.DIAL_5_TS
}}

{{KVP
|KVP = _CB_OFFER_EWT_INBOUND_VQ
|KVPDesc = Estimated Wait Time for the queue where rejected callbacks and calls not offered callbacks are being placed. This value is identical to [[Documentation:GIM:Library:Z PrepareKVPsPage:8.5DRAFT#EWT_WHEN_OFFERED|EWT_WHEN_OFFERED]] if the same Virtual Queue is used to place accepted callbacks.
|mapsTo = CALLBACK_FACT.EWT_WHEN_REJECTED
}}

{{KVP
|KVP = _CB_CUSTOMER_ANI
|KVPDesc = The ANI of the customer for in-queue scenarios. This value might match [[Documentation:GIM:Library:Z PrepareKVPsPage:8.5DRAFT#CUSTOMER_PHONE_NUMBER|CUSTOMER_PHONE_NUMBER]] if the same number is confirmed or entered, or the field might be empty if the ANI is not detected.
|mapsTo = CALLBACK_FACT.CUSTOMER_ANI
}}

{{KVP
|KVP = _CB_T_SERVICE_END
|KVPDesc = The UTC timestamp at the time the callback service was completed or terminated.
|mapsTo = CALLBACK_FACT.SERVICE_END_TS
}}

{{KVP
|KVP = _CB_D_CUSTOMER_WAITED_BEFORE_OFFER
|KVPDesc = The amount of time, in seconds, the customer waited in the queue before a callback was offered.
|mapsTo = CALLBACK_FACT.WAITED_BEFORE_OFFER_TIME
}}

{{KVP
|KVP = _CB_EWT_WHEN_READY_TO_START_LAST_MEDIA_IXN
|KVPDesc = EWT, in seconds, at the time the last callback dialing attempt was made or the last push notification sent.
|mapsTo = CALLBACK_FACT.EWT_WHEN_LAST_DIAL
}}

{{KVP
|KVP = _CB_POS_WHEN_READY_TO_START_LAST_MEDIA_IXN
|KVPDesc = The position of the callback in the queue at the time the last dialing attempt was made or the last push notification sent.
|mapsTo = CALLBACK_FACT.POS_WHEN_LAST_DIAL
}}

{{KVP
|KVP = _CB_PRIORITY_WHEN_CALLBACK_ACCEPTED
|KVPDesc = The priority of the interaction (real or virtual) at the time the callback offer was accepted.
|mapsTo = CALLBACK_FACT.PRIORITY_WHEN_CB_ACCEPTED
}}

{{KVP
|KVP = _CB_PRIORITY_WHEN_CUSTOMER_CONNECTED
|KVPDesc = The priority of the virtual interaction at the time the customer was connected.
|mapsTo = CALLBACK_FACT.PRIORITY_WHEN_C_CONNECTED
}}

{{KVP
|KVP = _CB_PRIORITY_AT_THE_END_OF_ONLINE_WAIT
|KVPDesc = The priority of the virtual interaction at the time the customer was connected to the agent. If the customer abandoned the call while waiting in the queue, then this value is the priority of the call at the time the customer disconnected.
|mapsTo = CALLBACK_FACT.PRIORITY_WHEN_A_CONNECTED
}}

{{KVP
|KVP = _CB_EWT_THRESHOLD_WHEN_OFFERED
|KVPDesc = The value of the EWT threshold the callback application used to decide whether the callback offer should be made.
|mapsTo = CALLBACK_FACT.EWT_THRESHOLD_WHEN_OFFERED
}}

{{KVP
|KVP = _CB_ORIGINATION_IXN_ID
|KVPDesc = The ID of the interaction for which the callback was originally offered and accepted. For voice calls, this is the call ID of the original inbound call. For chat scenarios, this is the chat interaction ID.
|mapsTo = CALLBACK_FACT.ORIGINATION_IXN_ID
}}

{{KVP
|KVP = _CB_FIRST_OUT_IXN_ID
|KVPDesc = The call ID of the first outbound call created by the callback module.
|mapsTo = CALLBACK_FACT.FIRST_OUT_IXN_ID
}}

{{KVP
|KVP = _CB_LAST_OUT_IXN_ID
|KVPDesc = The call ID of the last outbound call created by the callback module.
|mapsTo = CALLBACK_FACT.LAST_OUT_IXN_ID
}}

{{KVP
|KVP = _CB_ORS_SESSION_ID
|KVPDesc = 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.
|mapsTo = CALLBACK_FACT.ORS_SESSION_ID
}}