# Freshdesk Contact Center schema ERD

Table and field reference for the Fivetran Freshdesk Contact Center connector.

## Table & Field Reference

### call_participant

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| call_id | Unknown | FK |
| call_status | Unknown |  |
| caller_id | Unknown |  |
| caller_name | Unknown |  |
| caller_number | Unknown |  |
| connection_type | Unknown |  |
| cost | Unknown |  |
| cost_unit | Unknown |  |
| created_time | Unknown |  |
| duration | Unknown |  |
| duration_unit | Unknown |  |
| enqueued_time | Unknown |  |
| participant_id | Unknown |  |
| participant_type | Unknown |  |
| updated_time | Unknown |  |

### call

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| agent_id | Unknown | FK |
| team_id | Unknown | FK |
| bill_duration | Unknown |  |
| bill_duration_unit | Unknown |  |
| call_notes | Unknown |  |
| call_queue_id | Unknown |  |
| call_queue_name | Unknown |  |
| created_time | Unknown |  |
| direction | Unknown |  |
| integrated_resources | Json |  |
| ivr_id | Unknown |  |
| ivr_name | Unknown |  |
| parallel_call_groups | Json |  |
| parent_call_id | Unknown |  |
| phone_number | Unknown |  |
| phone_number_id | Unknown |  |
| recording_duration | Unknown |  |
| recording_duration_unit | Unknown |  |
| recording_id | Unknown |  |
| recording_to_redact | Unknown |  |
| recording_url | Unknown |  |
| root_call_id | Unknown |  |
| updated_time | Unknown |  |

### call_metric

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| call_id | Unknown | FK |
| answering_speed | Unknown |  |
| answering_speed_unit | Unknown |  |
| bill_duration | Unknown |  |
| bill_duration_unit | Unknown |  |
| call_work_time | Unknown |  |
| call_work_time_unit | Unknown |  |
| cost | Unknown |  |
| cost_unit | Unknown |  |
| created_time | Unknown |  |
| csat_outcome | Unknown |  |
| csat_time | Unknown |  |
| csat_time_unit | Unknown |  |
| csat_transfer_made | Unknown |  |
| hold_duration | Unknown |  |
| hold_duration_unit | Unknown |  |
| ivr_time | Unknown |  |
| ivr_time_unit | Unknown |  |
| recording_duration | Unknown |  |
| recording_duration_unit | Unknown |  |
| tags | Json |  |
| talk_time | Unknown |  |
| talk_time_unit | Unknown |  |
| total_ringing_time | Unknown |  |
| total_ringing_time_unit | Unknown |  |
| updated_time | Unknown |  |

### user_status

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| emoji | Unknown |  |
| enabled | Unknown |  |
| name | Unknown |  |
| status_sub_type | Unknown |  |
| status_type | Unknown |  |

### team

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| description | Unknown |  |
| name | Unknown |  |
| omni_channel | Unknown |  |

### user_team

| Column | Type | Keys |
| --- | --- | --- |
| team_id | Unknown | PK, FK |
| user_id | Unknown | PK, FK |

### users

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| preference | Unknown | FK |
| confirmed | Unknown |  |
| deleted | Unknown |  |
| email | Unknown |  |
| language | Unknown |  |
| last_call_time | Unknown |  |
| last_seen_time | Unknown |  |
| name | Unknown |  |
| phone | Unknown |  |
| role | Unknown |  |
| status | Unknown |  |
| time_zone | Unknown |  |

### lifecycle

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| call_id | Unknown | FK |
| id | Unknown |  |
| leg_type | Unknown |  |
| timestamp | Unknown |  |
| type | Unknown |  |

## Relationships

- call_participant(call_id) → call(id)
- call(team_id) → team(id)
- call(agent_id) → users(id)
- call_metric(call_id) → call(id)
- user_team(team_id) → team(id)
- user_team(user_id) → users(id)
- users(preference) → user_status(id)
- lifecycle(call_id) → call(id)