CX Knowledgebase

Configurational Tables

Agent/Users

Old	Data Type (Old)	New	Data Type (New)
agent_id	String	user_id	String
agent_name	String	username	String
username	String	first_name	String
agent_extension	Array	last_name	String
team_id	String	role	String
created_at	DateTime	is_enabled	Boolean
updated_at	DateTime	attributes	JSON
is_deleted	Boolean	created_at	DateTime
		_etl_inserted_at	DateTime
		tenant_id	String

Bot

Old	Data Type (Old)	New	Data Type (New)
bot_id	String	bot_id	String
bot_name	String	bot_name	String
is_deleted	Boolean	is_deleted	Boolean
created_at	DateTime	_etl_inserted_at	DateTime
updated_at	DateTime	tenant_id	String

Channel Type

Old	Data Type (Old)	New	Data Type (New)
channel_type_id	String	channel_type_id	String
channel_type_name	String	channel_type_name	String
		is_deleted	Boolean
		_etl_inserted_at	DateTime
		tenant_id	String

Channel

Old	Data Type (Old)	New	Data Type (New)
channel_id	String	channel_id	String
channel_name	String	channel_name	String
channel_type_id	Array	channel_type_id	String
channel_mode	String	channel_mode	String
service_identifier	String	service_identifier	String
created_at	DateTime	tenant_id	String
updated_at	DateTime	_etl_inserted_at	DateTime
is_deleted	Boolean	is_deleted	Boolean

Queue

Old	Data Type (Old)	New	Data Type (New)
queue_id	String	queue_id	String
queue_name	String	queue_name	String
sl_type	Int	sl_type	Int
sl_threshold	Int	sl_threshold	Int
created_at	DateTime	tenant_id	String
updated_at	DateTime	_etl_inserted_at	DateTime
is_deleted	Boolean	is_deleted	Boolean

Media Routing Domain

Old	Data Type (Old)	New	Data Type (New)
mrd_id	String	mrd_id	String
mrd_name	String	mrd_type_id	String
description	String	mrd_name	String
max_task_request	Int	description	String
is_interruptible	Boolean	max_task_request	Int
is_managed_by_re		is_interruptible	Boolean
created_at	DateTime	tenant_id	String
updated_at	DateTime	_etl_inserted_at	DateTime
is_deleted	Boolean	is_deleted	Boolean

List

Old	Data Type (Old)	New	Data Type (New)
list_id	String	list_id	String
list_name	String	list_name	String
created_at	DateTime	created_at	DateTime
updated_at	DateTime	updated_at	DateTime
is_deleted	Boolean	is_deleted	Boolean
		tenant_id	String
		_etl_inserted_at	DateTime

MRD Type

Old	Data Type (Old)	New	Data Type (New)
mrd_type_id	String	mrd_type_id	String
mrd_type_name	String	mrd_type_name	String
is_managed_by_re	Boolean	is_managed_by_re	Boolean
is_auto_join	Boolean	is_auto_join	Boolean
is_interruptible	Boolean	is_interruptible	Boolean
created_at	DateTime	tenant_id	String
updated_at	DateTime	_etl_inserted_at	DateTime
is_deleted	Boolean

Transactional Tables

Conversation

Old	Data Type (Old)	New	Data Type (New)
conversation_id	String	conversation_id	String
customer_id	String	customer_id	String
customer_name	String	customer_name	String
start_time	DateTime	conversation_duration	Int
end_time	DateTime	conversation_state	String
conversation_duration	Int	direction	String
bot_id	String	task_state	String
task_state	String	reason_code	String
reason_code	String	disposition	String
disposition	String	channel_session_id	String
direction	String	bot_id	String
		last_used_channel_session	String
		room_id	String
		room_mode	String
		start_time	DateTime
		end_time	DateTime
		wrapup_category	String
		wrapup_value	String
		_etl_inserted_at	DateTime
		unique_hash	String

Conversation Data

Old	Data Type (Old)	New	Data Type (New)
conversation_id	String	conversation_id	String
key	String	key	String
value	String	value	String
record_creation_time	DateTime	type	String
		record_creation_time	DateTime
		_etl_inserted_at	DateTime
		unique_hash	String

Conversation Participant

Old	Data Type (Old)	New	Data Type (New)
id	String	id	String
participant_id	String	conversation_id	String
conversation_id	String	customer_id	String
participant_role	String	participant_id	String
record_creation_time	DateTime	participant_type	String
		participant_role	String
		participant_state	String
		joining_time	String
		username	String
		team_id	String
		team_name	String
		record_creation_time	DateTime

Agent MRD State

Old	Data Type (Old)	New	Data Type (New)
agent_id	String	agent_id	String
mrd_id	String	login_date_time	DateTime
login_date_time	DateTime	agent_state	String
agent_mrd_state	String	state_change_time	DateTime
duration	Int	mrd_id	String
state_change_time	DateTime	agent_mrd_name	String
		agent_mrd_state	String
		mrd_state_change_time	DateTime
		duration (default null)
		tenant_id	String

Agent State

Old	Data Type (Old)	New	Data Type (New)
login_date_time	DateTime	login_date_time	DateTime
agent_id	String	agent_id	String
agent_state	String	agent_state	String
reason_code	String	reason_code	String
duration	Int	duration	Null
state_change_time	DateTime	state_change_time	DateTime
		id	String
		timestamp	DateTime
		tenant_id	String
		_etl_inserted_at	DateTime

Agent Task

Old	Data Type (Old)	New	Data Type (New)
agent_task_id	String	agent_task_id	String
conversation_id	String	customer_id	String
agent_id	String	customer_name	String
task_queue_time	DateTime	tenant_id	String
task_reserved_time	DateTime	conversation_id	String
task_answered_time	DateTime	activity_id	String
queue_id	String	activity_name	String
list_id	String	activity_type	String
task_end_time	DateTime	task_id	String
task_disposition	String	task_conversation_id	String
record_creation_time	DateTime	task_state_changed	String
mrd_id	String	task_state_name	String
customer_id	String	task_disposition	String
customer_name	String	agent_id	String
task_state_name	String	agent_name	String
task_media_state	String	channel_session_id	String
task_direction	String	task_direction	String
task_mode	String	participant_type	String
routing_mode	String	channel_id	String
channel_session_id	String	channel_name	String
		channel_service_identifier	String
		channel_mode	String
		list_id	String
		task_mode	String
		channel_bot_id	String
		channel_type_is_interactive	String
		channel_session_state_name	String
		channel_session_state_reason_code	String
		event_emitter_id	String
		event_emitter_type	String
		event_emitter_sender_name	String
		room_id	String
		room_mode	String
		queue_id	String
		mrd_id	String
		active_media_task_id	String
		task_media_state	String
		active_media_priority	String
		active_media_direction	String
		active_media_mode	String
		routing_mode	String
		task_queue_time	datetime(3)
		task_reserved_time	datetime(3)
		task_answered_time	datetime(3)
		task_end_time	datetime(3)
		activity_timestamp	datetime(3)
		record_creation_time	datetime(3)
		_etl_inserted_at	datetime(3)
		event_media_key	String

Channel Session

Old	Data Type (Old)	New	Data Type (New)
session_id	String	id	String
conversation_id	String	customer_id	String
channel_id	String	conversation_id	String
channel_customer_identifier	String	session_id	String
start_time	DateTime	activity_id	String
end_time	DateTime	activity_name	String
total_session_duration	Int	activity_type	String
disposition	String	activity_timestamp	datetime(3)
bot_acitivity_count	Int	event_emitter_id	String
agent_activity_count	Int	event_emitter_type	String
customer_activity_count	Int	event_emitter_sender_name	String
avg_bot_confidence_level	Int	participant_type	String
device	String	channel_session_direction	String
browser_type	String	channel_id	String
country	String	channel_name	String
language	String	channel_mode	String
record_creation_time	DateTime	channel_bot_id	String
		channel_type_media_routing_domain	String
		customer_first_name	String
		channel_customer_identifier	String
		channel_session_service_identifier	String
		channel_session_state_name	String
		start_time	datetime(3)
		end_time	datetime(3)
		total_session_duration	float
		disposition	String
		avg_bot_confidence_level	float
		bot_activity_count	null
		agent_activity_count	null
		customer_activity_count	null
		device	null
		browser_type	null
		country	null
		language	null
		tenant_id	String
		room_id	String
		room_mode	String
		timestamp	datetime(3)
		record_creation_time	datetime(3)
		_etl_inserted_at	datetime(3)

Conversation Hold Resume

Old	Data Type (Old)	New	Data Type (New)
conversation_id	String	id	String
conversation_state	String	customer_id	String
agent_id	DateTime	conversation_id	String
event_timestamp	String	activity_id	String
channel_session_id	String	conversation_state	String
		channel_session_id	String
		channel_session_direction	String
		channel_id	String
		channel_name	String
		channel_service_identifier	String
		agent_id	String
		agent_name	String
		call_type	String
		markdown_text	String
		call_id	String
		call_leg	String
		reason_code	String
		call_customer_number	String
		is_call_ended	String
		call_queue_name	String
		call_queue_type	String
		call_state	String
		is_call_already_active	String
		call_end_reason	String
		tenant_id	String
		event_timestamp	datetime(3)
		record_creation_time	datetime(3)
		_etl_inserted_at	datetime(3)

Wrapup Detail

Old	Data Type (Old)	New	Data Type (New)
wrapup_time	DateTime	id	String
conversation_id	String	customer_id	String
category_name	String	conversation_id	String
wrapup_label	String	activity_id	String
agent_id	String	activity_name	String
notes	String	activity_timestamp	datetime(3)
record_creation_time	DateTime	channel_session_id	String
		agent_id	String
		agent_name	String
		wrapup_markdown_text	String
		notes	longtext
		category_name	String
		wrapup_label	String
		tenant_id	String
		wrapup_time	datetime(3)
		record_creation_time	datetime(3)
		_etl_inserted_at	datetime(3)
		wrapup_unique_key	String

IVR

Old	Data Type (Old)	New	Data Type (New)
conversation_id	String	id	String
help_line	String	conversation_id	String
start_date_time	DateTime	activity_id	String
caller_number	String	activity_name	String
main_menu_selection	String	activity_timestamp	datetime(3)
sub_menu_option_selected	String	help_line	String
journey	String	caller_number	String
selection	String	sender_type	String
duration	Int	sender_name	String
language	String	start_date_time	String
call_id	String	end_date_time	String
end_date_time	DateTime	duration	String
start_direction	String	main_menu_selection	String
call_disposition	String	selection	String
record_creation_time	DateTime	call_id	String
		start_direction	String
		call_disposition	String
		language	null
		sub_menu_option_selected	null
		journey	null
		tenant_id	String
		timestamp	datetime(3)
		record_creation_time	datetime(3)
		_etl_inserted_at	datetime(3)
		composite_key	String

Chat Pause Resume (New ETL)

Field	Data Type
conversation_id	String
customer_id	String
channel_session_id	String
channel_session_direction	String
channel_id	String
channel_service_identifier	String
session_reason_code	String
pause_start_time	String
pause_end_time	datetime(3)
total_pause_duration	Int
tenant_id	String
event_timestamp	datetime(3)
_etl_inserted_at	datetime(3)