# Gladly schema ERD

Table and field reference for the Fivetran Gladly connector.

## Table & Field Reference

### help_center_answer_usage_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| answer_name | Unknown |  |
| date | Unknown |  |
| number_of_clicks | Unknown |  |
| timezone_filter | Unknown |  |

### glad_app_contact_point_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| chats | Unknown |  |
| end_at | String |  |
| start_at | String |  |
| timezone_filter | Unknown |  |
| url | Unknown |  |

### agent_summary_report

| Column | Type | Keys |
| --- | --- | --- |
| bucket_beginning | Unknown | PK |
| email | Unknown | PK |
| agent_id | Unknown | FK |
| active_time_in_sec | Unknown |  |
| after_contact_time_in_seconds | Unknown |  |
| after_contact_time_in_seconds_chat | Unknown |  |
| after_contact_time_in_seconds_email | Unknown |  |
| after_contact_time_in_seconds_fb_messenger | Unknown |  |
| after_contact_time_in_seconds_instagram_direct | Unknown |  |
| after_contact_time_in_seconds_phone_call | Unknown |  |
| after_contact_time_in_seconds_sms | Unknown |  |
| after_contact_time_in_seconds_twitter | Unknown |  |
| after_contact_time_in_seconds_voicemail | Unknown |  |
| after_contact_time_in_seconds_whatsapp | Unknown |  |
| agent_metrics_contact_offered_instagram_direct | Unknown |  |
| available_time_in_seconds_any | Unknown |  |
| available_time_in_seconds_mail | Unknown |  |
| available_time_in_seconds_messaging | Unknown |  |
| available_time_in_seconds_task | Unknown |  |
| available_time_in_seconds_voice | Unknown |  |
| avg_accepted_to_fulfilled_time_in_seconds | Unknown |  |
| avg_accepted_to_fulfilled_time_in_seconds_chat | Unknown |  |
| avg_accepted_to_fulfilled_time_in_seconds_email | Unknown |  |
| avg_accepted_to_fulfilled_time_in_seconds_fb_messenger | Unknown |  |
| avg_accepted_to_fulfilled_time_in_seconds_instagram_direct | Unknown |  |
| avg_accepted_to_fulfilled_time_in_seconds_phone_call | Unknown |  |
| avg_accepted_to_fulfilled_time_in_seconds_sms | Unknown |  |
| avg_accepted_to_fulfilled_time_in_seconds_twitter | Unknown |  |
| avg_accepted_to_fulfilled_time_in_seconds_voicemail | Unknown |  |
| avg_accepted_to_fulfilled_time_in_seconds_whatsapp | Unknown |  |
| away_time_in_sec | Unknown |  |
| bucket_end | Unknown |  |
| changed_active_reason | Unknown |  |
| contact_accepted | Unknown |  |
| contact_accepted_chat | Unknown |  |
| contact_accepted_email | Unknown |  |
| contact_accepted_fb_messenger | Unknown |  |
| contact_accepted_instagram_direct | Unknown |  |
| contact_accepted_phone_call | Unknown |  |
| contact_accepted_sms | Unknown |  |
| contact_accepted_twitter | Unknown |  |
| contact_accepted_voicemail | Unknown |  |
| contact_accepted_whatsapp | Unknown |  |
| contact_declined | Unknown |  |
| contact_declined_chat | Unknown |  |
| contact_declined_fb_messenger | Unknown |  |
| contact_declined_instagram_direct | Unknown |  |
| contact_declined_phone_call | Unknown |  |
| contact_declined_sms | Unknown |  |
| contact_declined_twitter | Unknown |  |
| contact_declined_whatsapp | Unknown |  |
| contact_ended | Unknown |  |
| contact_ended_chat | Unknown |  |
| contact_ended_email | Unknown |  |
| contact_ended_fb_messenger | Unknown |  |
| contact_ended_instagram_direct | Unknown |  |
| contact_ended_phone_call | Unknown |  |
| contact_ended_sms | Unknown |  |
| contact_ended_twitter | Unknown |  |
| contact_ended_voicemail | Unknown |  |
| contact_ended_whatsapp | Unknown |  |
| contact_fulfilled | Unknown |  |
| contact_fulfilled_acceptance_outlier | Unknown |  |
| contact_fulfilled_by_cancellation | Unknown |  |
| contact_fulfilled_by_cancellation_chat | Unknown |  |
| contact_fulfilled_by_cancellation_fb_messenger | Unknown |  |
| contact_fulfilled_by_cancellation_instagram_direct | Unknown |  |
| contact_fulfilled_by_cancellation_phone_call | Unknown |  |
| contact_fulfilled_by_cancellation_sms | Unknown |  |
| contact_fulfilled_by_cancellation_twitter | Unknown |  |
| contact_fulfilled_by_cancellation_voicemail | Unknown |  |
| contact_fulfilled_by_cancellation_whatsapp | Unknown |  |
| contact_fulfilled_by_response | Unknown |  |
| contact_fulfilled_by_response_chat | Unknown |  |
| contact_fulfilled_by_response_email | Unknown |  |
| contact_fulfilled_by_response_fb_messenger | Unknown |  |
| contact_fulfilled_by_response_instagram_direct | Unknown |  |
| contact_fulfilled_by_response_phone_call | Unknown |  |
| contact_fulfilled_by_response_sms | Unknown |  |
| contact_fulfilled_by_response_twitter | Unknown |  |
| contact_fulfilled_by_response_voicemail | Unknown |  |
| contact_fulfilled_by_response_whatsapp | Unknown |  |
| contact_fulfilled_chat | Unknown |  |
| contact_fulfilled_email | Unknown |  |
| contact_fulfilled_fb_messenger | Unknown |  |
| contact_fulfilled_instagram_direct | Unknown |  |
| contact_fulfilled_phone_call | Unknown |  |
| contact_fulfilled_sms | Unknown |  |
| contact_fulfilled_twitter | Unknown |  |
| contact_fulfilled_voicemail | Unknown |  |
| contact_fulfilled_whatsapp | Unknown |  |
| contact_handle_time_in_seconds_chat | Unknown |  |
| contact_handle_time_in_seconds_email | Unknown |  |
| contact_handle_time_in_seconds_fb_messenger | Unknown |  |
| contact_handle_time_in_seconds_instagram_direct | Unknown |  |
| contact_handle_time_in_seconds_phone_call | Unknown |  |
| contact_handle_time_in_seconds_sms | Unknown |  |
| contact_handle_time_in_seconds_twitter | Unknown |  |
| contact_handle_time_in_seconds_voicemail | Unknown |  |
| contact_handle_time_in_seconds_whatsapp | Unknown |  |
| contact_missed | Unknown |  |
| contact_missed_chat | Unknown |  |
| contact_missed_fb_messenger | Unknown |  |
| contact_missed_instagram_direct | Unknown |  |
| contact_missed_phone_call | Unknown |  |
| contact_missed_sms | Unknown |  |
| contact_missed_twitter | Unknown |  |
| contact_missed_whatsapp | Unknown |  |
| contact_offered | Unknown |  |
| contact_offered_chat | Unknown |  |
| contact_offered_email | Unknown |  |
| contact_offered_fb_messenger | Unknown |  |
| contact_offered_phone_call | Unknown |  |
| contact_offered_sms | Unknown |  |
| contact_offered_twitter | Unknown |  |
| contact_offered_voicemail | Unknown |  |
| contact_offered_whatsapp | Unknown |  |
| contact_started | Unknown |  |
| contact_started_email | Unknown |  |
| contact_started_fb_messenger | Unknown |  |
| contact_started_instagram_direct | Unknown |  |
| contact_started_phone_call | Unknown |  |
| contact_started_sms | Unknown |  |
| contact_started_twitter | Unknown |  |
| contact_started_whatsapp | Unknown |  |
| contact_transfer_canceled | Unknown |  |
| contact_transferred | Unknown |  |
| contact_transferred_chat | Unknown |  |
| contact_transferred_email | Unknown |  |
| contact_transferred_fb_messenger | Unknown |  |
| contact_transferred_from | Unknown |  |
| contact_transferred_from_chat | Unknown |  |
| contact_transferred_from_email | Unknown |  |
| contact_transferred_from_fb_messenger | Unknown |  |
| contact_transferred_from_instagram_direct | Unknown |  |
| contact_transferred_from_phone_call | Unknown |  |
| contact_transferred_from_sms | Unknown |  |
| contact_transferred_from_twitter | Unknown |  |
| contact_transferred_from_voicemail | Unknown |  |
| contact_transferred_from_whatsapp | Unknown |  |
| contact_transferred_instagram_direct | Unknown |  |
| contact_transferred_phone_call | Unknown |  |
| contact_transferred_sms | Unknown |  |
| contact_transferred_to | Unknown |  |
| contact_transferred_to_chat | Unknown |  |
| contact_transferred_to_email | Unknown |  |
| contact_transferred_to_fb_messenger | Unknown |  |
| contact_transferred_to_instagram_direct | Unknown |  |
| contact_transferred_to_phone_call | Unknown |  |
| contact_transferred_to_sms | Unknown |  |
| contact_transferred_to_twitter | Unknown |  |
| contact_transferred_to_voicemail | Unknown |  |
| contact_transferred_to_whatsapp | Unknown |  |
| contact_transferred_twitter | Unknown |  |
| contact_transferred_voicemail | Unknown |  |
| contact_transferred_whatsapp | Unknown |  |
| contacts_with_after_contact_time | Unknown |  |
| contacts_with_contact_handle_time | Unknown |  |
| contacts_with_contact_handle_time_chat | Unknown |  |
| contacts_with_contact_handle_time_email | Unknown |  |
| contacts_with_contact_handle_time_fb_messenger | Unknown |  |
| contacts_with_contact_handle_time_instagram_direct | Unknown |  |
| contacts_with_contact_handle_time_phone_call | Unknown |  |
| contacts_with_contact_handle_time_sms | Unknown |  |
| contacts_with_contact_handle_time_twitter | Unknown |  |
| contacts_with_contact_handle_time_voicemail | Unknown |  |
| contacts_with_contact_handle_time_whatsapp | Unknown |  |
| conversation_closed | Unknown |  |
| conversation_created | Unknown |  |
| conversation_handle_time_in_second | Unknown |  |
| conversation_reopened | Unknown |  |
| conversation_topic_added | Unknown |  |
| conversation_topic_removed | Unknown |  |
| customer_handle_time_in_second | Unknown |  |
| customer_merged | Unknown |  |
| hold_started | Unknown |  |
| hold_started_cold_transfer | Unknown |  |
| hold_started_conference | Unknown |  |
| hold_started_manual | Unknown |  |
| hold_started_warm_transfer | Unknown |  |
| hold_time_manual | Unknown |  |
| hold_time_warm_transfer | Unknown |  |
| inbox | Unknown |  |
| logged_in | Unknown |  |
| logged_in_time_sec | Unknown |  |
| logged_out | Unknown |  |
| message_sent | Unknown |  |
| message_sent_chat | Unknown |  |
| message_sent_email | Unknown |  |
| message_sent_fb_messenger | Unknown |  |
| message_sent_instagram_direct | Unknown |  |
| message_sent_sms | Unknown |  |
| message_sent_twitter | Unknown |  |
| message_sent_whatsapp | Unknown |  |
| messaging_concurrency | Unknown |  |
| messaging_contact_handle_time_contact_offered_chat | Unknown |  |
| messaging_work_session_time_aggregate | Unknown |  |
| messaging_work_session_time_union | Unknown |  |
| name | Unknown |  |
| note_added | Unknown |  |
| occupancy_percentage | Unknown |  |
| payment_amount_completed_usd | Unknown |  |
| payment_request_completed | Unknown |  |
| returned_from_away | Unknown |  |
| role | Unknown |  |
| task_assigned | Unknown |  |
| task_closed | Unknown |  |
| task_commented_on | Unknown |  |
| task_content_updated | Unknown |  |
| task_created | Unknown |  |
| task_due_date_updated | Unknown |  |
| task_followed | Unknown |  |
| task_handle_time_in_seconds | Unknown |  |
| task_reopened | Unknown |  |
| task_unfollowed | Unknown |  |
| team | Unknown |  |
| team_filter | Unknown |  |
| time_zone_filter | Unknown |  |
| unique_customers_with_contact_fulfilled | Unknown |  |
| user_status | Unknown |  |
| went_available_mail | Unknown |  |
| went_available_messaging | Unknown |  |
| went_available_task | Unknown |  |
| went_available_voice | Unknown |  |
| went_away | Unknown |  |
| went_unavailable_all | Unknown |  |
| went_unavailable_mail | Unknown |  |
| went_unavailable_messaging | Unknown |  |
| went_unavailable_task | Unknown |  |
| went_unavailable_voice | Unknown |  |

### agent_status_event

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| initiator_id | Unknown | FK |
| initiator_type | Unknown |  |
| time_stamp | Unknown |  |
| type | Unknown |  |
| custom_** |  |  |

### agent_availability_event

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| initiator_id | Unknown | FK |
| initiator_type | Unknown |  |
| time_stamp | Unknown |  |
| type | Unknown |  |
| custom_** |  |  |

### entrypoint

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| channel | Unknown |  |
| phone_number | Unknown |  |

### task_event

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| initiator_id | Unknown | FK |
| initiator_type | Unknown |  |
| time_stamp | Unknown |  |
| type | Unknown |  |
| custom_** |  |  |

### agent_summary_glance_report

| Column | Type | Keys |
| --- | --- | --- |
| bucket_beginning | Unknown | PK |
| agent_id | Unknown | PK, FK |
| active_time_sec | Unknown |  |
| after_contact_time_sec_chat | Unknown |  |
| after_contact_time_sec_email | Unknown |  |
| after_contact_time_sec_phone_call | Unknown |  |
| after_contact_time_sec_sms | Unknown |  |
| available_time_sec_mail | Unknown |  |
| available_time_sec_messaging | Unknown |  |
| available_time_sec_voice | Unknown |  |
| away_time_sec | Unknown |  |
| contact_accepted_chat | Unknown |  |
| contact_accepted_email | Unknown |  |
| contact_accepted_phone_call | Unknown |  |
| contact_accepted_sms | Unknown |  |
| contact_declined_chat | Unknown |  |
| contact_declined_phone_call | Unknown |  |
| contact_declined_sms | Unknown |  |
| contact_fulfilled_chat | Unknown |  |
| contact_fulfilled_email | Unknown |  |
| contact_fulfilled_phone_call | Unknown |  |
| contact_fulfilled_sms | Unknown |  |
| contact_handle_time_sec_chat | Unknown |  |
| contact_handle_time_sec_email | Unknown |  |
| contact_handle_time_sec_phone_call | Unknown |  |
| contact_handle_time_sec_sms | Unknown |  |
| contact_missed_chat | Unknown |  |
| contact_missed_phone_call | Unknown |  |
| contact_missed_sms | Unknown |  |
| contact_offered_chat | Unknown |  |
| contact_offered_email | Unknown |  |
| contact_offered_phone_call | Unknown |  |
| contact_offered_sms | Unknown |  |
| logged_in_time_sec | Unknown |  |
| name_or_email | Unknown |  |
| teams_filter | Unknown |  |
| timezone_filter | Unknown |  |

### conversation_topic

| Column | Type | Keys |
| --- | --- | --- |
| conversation_id | Unknown | PK, FK |
| topic_id | Unknown | PK, FK |

### conversation_custom_attribute

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| conversation_id | Unknown | PK, FK |
| value | Unknown |  |

### conversation

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| agent_id | Unknown | FK |
| customer_id | Unknown | FK |
| inbox_id | Unknown | FK |
| closed_at | Unknown |  |
| created_at | Unknown |  |
| status | Unknown |  |

### glad_app_answer_search_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| click_rate | Unknown |  |
| end_at | String |  |
| number_of_answer_results | Unknown |  |
| number_of_times_searched | Unknown |  |
| search_term | Unknown |  |
| start_at | String |  |
| timezone_filter | Unknown |  |

### conversation_custom_attribute_freeform_topic

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| conversation_custom_attribute_id | Unknown | PK, FK |
| created_at | Unknown |  |
| created_by | Unknown |  |
| deactivated | Unknown |  |
| key | Unknown |  |
| label | Unknown |  |

### conversation_side_kick_export_report

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK, FK |
| assigned_agent_id_created | Unknown | FK |
| assigned_agent_id_current | Unknown | FK |
| assigned_agent_id_last_closed | Unknown | FK |
| customer_id | Unknown | FK |
| initiator_agent_id_created | Unknown | FK |
| initiator_agent_id_last_closed | Unknown | FK |
| assisted_handoff | Unknown |  |
| billable_resolution | Unknown |  |
| conversation_handle_time | Unknown |  |
| conversation_link | Unknown |  |
| count_of_agents_assigned | Unknown |  |
| count_of_channels | Unknown |  |
| count_of_contacts | Unknown |  |
| count_of_inboxes_assigned | Unknown |  |
| count_of_notes | Unknown |  |
| created_at | LocalDateTime |  |
| created_to_first_closed_time | Unknown |  |
| created_to_last_closed_time | Unknown |  |
| first_channel | Unknown |  |
| first_closed_at | LocalDateTime |  |
| first_contact_id | Unknown |  |
| inbox_id_created | Unknown |  |
| inbox_id_current | Unknown |  |
| inbox_id_last_closed | Unknown |  |
| inbox_name_created | Unknown |  |
| inbox_name_current | Unknown |  |
| inbox_name_last_closed | Unknown |  |
| inboxes_filter | Unknown |  |
| initiator_rule_id_last_closed | Unknown |  |
| initiator_type_created | Unknown |  |
| initiator_type_last_closed | Unknown |  |
| is_fcr_eligible | Unknown |  |
| is_fcr_success | Unknown |  |
| last_channel | Unknown |  |
| last_closed_at | LocalDateTime |  |
| merged_conversations | Unknown |  |
| payment_amount_completed_usd | Unknown |  |
| payment_amount_declined_usd | Unknown |  |
| payment_requests_completed | Unknown |  |
| payment_requests_declined | Unknown |  |
| second_channel | Unknown |  |
| sidekick_assisted_handoff_time | Unknown |  |
| sidekick_channel | Unknown |  |
| sidekick_resolved_time | Unknown |  |
| sidekick_start_time | LocalDateTime |  |
| status | Unknown |  |
| third_channel | Unknown |  |
| time_zone_filter | Unknown |  |
| times_agent_unassigned_by_rule | Unknown |  |
| times_closed | Unknown |  |
| times_reopened | Unknown |  |
| times_topic_added | Unknown |  |
| times_topic_removed | Unknown |  |
| topics | Unknown |  |
| topics_with_hierarchy | Unknown |  |

### contact_export_report_v_3

| Column | Type | Keys |
| --- | --- | --- |
| contact_id | Unknown | PK |
| conversation_id | Unknown | FK |
| customer_id | Unknown | FK |
| accepted_at | Unknown |  |
| accepted_to_fulfilled_sec | Unknown |  |
| after_contact_time_sec | Unknown |  |
| agent_when_ended | Unknown |  |
| answered_at_outbound | Unknown |  |
| channel | Unknown |  |
| channel_filter | Unknown |  |
| contact_handle_time_sec | Unknown |  |
| contact_initiator | Unknown |  |
| conversation_link | Unknown |  |
| direction | Unknown |  |
| due_at | Unknown |  |
| ended_at | Unknown |  |
| entry_point | Unknown |  |
| final_ivr_selection | Unknown |  |
| fulfilled_at | Unknown |  |
| fulfilled_by_contact_id | Unknown |  |
| fulfilled_to_ended_sec | Unknown |  |
| fulfilled_type | Unknown |  |
| hold_time_cold_transfer_sec | Unknown |  |
| hold_time_conference_sec | Unknown |  |
| hold_time_manual_sec | Unknown |  |
| hold_time_total_sec | Unknown |  |
| hold_time_warm_transfer_sec | Unknown |  |
| inbox_when_ended | Unknown |  |
| inbox_when_queued | Unknown |  |
| inboxes_filter | Unknown |  |
| messages_from_agent | Unknown |  |
| messages_from_api | Unknown |  |
| messages_from_customer | Unknown |  |
| messages_from_rules | Unknown |  |
| messages_total | Unknown |  |
| offered_at | Unknown |  |
| payment_amount_completed_usd | Unknown |  |
| payment_amount_declined_usd | Unknown |  |
| payment_requests_completed | Unknown |  |
| payment_requests_declined | Unknown |  |
| queued_at | Unknown |  |
| queued_to_accepted_sec | Unknown |  |
| queued_to_ended_sec | Unknown |  |
| queued_to_fulfilled_sec | Unknown |  |
| queued_to_fulfilled_within_business_hours_sec | Unknown |  |
| seconds_within_or_over_sla | Unknown |  |
| sla_target_sec | Unknown |  |
| status | Unknown |  |
| times_accepted | Unknown |  |
| times_declined | Unknown |  |
| times_missed | Unknown |  |
| times_offered | Unknown |  |
| times_on_hold_cold_transfer | Unknown |  |
| times_on_hold_conference | Unknown |  |
| times_on_hold_manual | Unknown |  |
| times_on_hold_total | Unknown |  |
| times_on_hold_warm_transfer | Unknown |  |
| times_transferred | Unknown |  |
| timezone_filter | Unknown |  |
| total_contact_handle_time_sec | Unknown |  |
| total_talk_time | Unknown |  |

### contact_summary_duration_report

| Column | Type | Keys |
| --- | --- | --- |
| ended_date | Unknown | PK |
| avg_first_accepted_to_fulfilled_time_sec | Unknown |  |
| avg_inbound_after_contact_time_sec | Unknown |  |
| avg_inbound_contact_handle_time_sec | Unknown |  |
| avg_inbound_total_contact_handle_time_sec | Unknown |  |
| avg_queued_to_ended_time_sec | Unknown |  |
| avg_queued_to_first_accepted_time_sec | Unknown |  |
| avg_queued_to_fulfilled_time_sec | Unknown |  |
| channel_filter | Unknown |  |
| contacts_inbound | Unknown |  |
| inboxes_filter | Unknown |  |
| time_zone_filter | Unknown |  |

### customer_event

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| initiator_id | Unknown | FK |
| initiator_type | Unknown |  |
| time_stamp | Unknown |  |
| type | Unknown |  |
| custom_** |  |  |

### contact_timestamp_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| conversation_id | Unknown | FK |
| customer_id | Unknown | FK |
| assigned_agent_id | Unknown |  |
| assigned_agent_name | Unknown |  |
| assigned_inbox_id | Unknown |  |
| assigned_inbox_name | Unknown |  |
| channel | Unknown |  |
| contact_id | Unknown |  |
| due_at | Unknown |  |
| ended_reason | Unknown |  |
| ended_status | Unknown |  |
| entry_point | Unknown |  |
| event_type | Unknown |  |
| final_i_v_r_selection | Unknown |  |
| fulfilled_by_contact_id | Unknown |  |
| fulfilled_type | Unknown |  |
| hold_reason | Unknown |  |
| initiator_agent_name | Unknown |  |
| initiator_id | Unknown |  |
| initiator_type | Unknown |  |
| match_reasons | Unknown |  |
| message_id | Unknown |  |
| payment_amount | Unknown |  |
| payment_currency | Unknown |  |
| payment_status | Unknown |  |
| rejected_reason | Unknown |  |
| target_agent_id | Unknown |  |
| target_agent_name | Unknown |  |
| time_stamp | Unknown |  |
| timezone_filter | Unknown |  |
| transferred_reason | Unknown |  |
| transferred_to_agent_id | Unknown |  |
| transferred_to_agent_name | Unknown |  |
| transferred_to_inbox_id | Unknown |  |
| transferred_to_inbox_name | Unknown |  |
| transferred_type | Unknown |  |

### task_timestamps_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| customer_id | Unknown | FK |
| prior_assigned_agent_id | Unknown | FK |
| task_id | Unknown | FK |
| assigned_agent_id | Unknown |  |
| assigned_agent_name | Unknown |  |
| due_date | Unknown |  |
| event_type | Unknown |  |
| inbox_id | Unknown |  |
| inbox_name | Unknown |  |
| initiator_agent_id | Unknown |  |
| initiator_agent_name | Unknown |  |
| initiator_rule_id | Unknown |  |
| initiator_type | Unknown |  |
| prior_assigned_agent_name | Unknown |  |
| prior_due_date | Unknown |  |
| prior_inbox_id | Unknown |  |
| prior_inbox_name | Unknown |  |
| time_stamp | Unknown |  |
| timezone_filter | Unknown |  |

### task

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| assignee_agent_id | Unknown | FK |
| assignee_inbox_id | Unknown | FK |
| body | Unknown |  |
| created_by_id | Unknown |  |
| created_by_type | Unknown |  |
| customer_id | Unknown |  |
| due_at | Unknown |  |
| status | Unknown |  |
| time_stamp | Unknown |  |

### agent_duration_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| agent | Unknown | FK |
| context | Unknown |  |
| duration_mins | Unknown |  |
| status_spans_agent_id | Unknown |  |
| status_spans_end_time | Unknown |  |
| status_spans_start_time | Unknown |  |
| teams_filter | Unknown |  |
| timezone_filter | Unknown |  |
| type | Unknown |  |

### voice_transcript_paragraph

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| conversation_item_id | Unknown | PK, FK |
| voice_transcript_customer_id | Unknown | PK, FK |
| end_time | Unknown |  |
| speaker | Unknown |  |
| start_time | Unknown |  |
| transcript | Unknown |  |

### voice_transcript

| Column | Type | Keys |
| --- | --- | --- |
| conversation_item_id | Unknown | PK, FK |
| customer_id | Unknown | PK, FK |
| created_at | Instant |  |
| languages | String |  |
| number_of_speakers | Long |  |
| updated_at | Instant |  |

### conversation_export_report

| Column | Type | Keys |
| --- | --- | --- |
| conversation_id | Unknown | PK, FK |
| assigned_agent_id_current | Unknown | FK |
| customer_id | Unknown | FK |
| assigned_agent_id_created | Unknown |  |
| assigned_agent_id_last_closed | Unknown |  |
| assigned_agent_name_created | Unknown |  |
| assigned_agent_name_current | Unknown |  |
| assigned_agent_name_last_closed | Unknown |  |
| assisted_handoff | Unknown |  |
| billable_resolution | Unknown |  |
| conversation_handle_time_in_seconds | Unknown |  |
| conversation_link | Unknown |  |
| count_of_agents_assigned | Unknown |  |
| count_of_channels | Unknown |  |
| count_of_contacts | Unknown |  |
| count_of_inboxes_assigned | Unknown |  |
| count_of_notes | Unknown |  |
| created_at | Unknown |  |
| created_to_first_closed_time_in_seconds | Unknown |  |
| created_to_last_closed_time_in_seconds | Unknown |  |
| first_channel | Unknown |  |
| first_closed_at | Unknown |  |
| first_contact_id | Unknown |  |
| inbox_id_created | Unknown |  |
| inbox_id_current | Unknown |  |
| inbox_id_last_closed | Unknown |  |
| inbox_name_created | Unknown |  |
| inbox_name_current | Unknown |  |
| inbox_name_last_closed | Unknown |  |
| inboxes_filter | Unknown |  |
| initiator_agent_id_created | Unknown |  |
| initiator_agent_id_last_closed | Unknown |  |
| initiator_agent_name_created | Unknown |  |
| initiator_agent_name_last_closed | Unknown |  |
| initiator_rule_id_last_closed | Unknown |  |
| initiator_type_created | Unknown |  |
| initiator_type_last_closed | Unknown |  |
| is_fcr_eligible | Unknown |  |
| is_fcr_success | Unknown |  |
| last_channel | Unknown |  |
| last_closed_at | Unknown |  |
| merged_conversations | Unknown |  |
| payment_amount_completed_usd | Unknown |  |
| payment_amount_declined_usd | Unknown |  |
| payment_requests_completed | Unknown |  |
| payment_requests_declined | Unknown |  |
| second_channel | Unknown |  |
| sidekick_assisted_handoff_time | Unknown |  |
| sidekick_conversation_channel | Unknown |  |
| sidekick_resolved_time | Unknown |  |
| sidekick_start_time | Unknown |  |
| status | Unknown |  |
| third_channel | Unknown |  |
| times_agent_unassigned_by_rule | Unknown |  |
| times_closed | Unknown |  |
| times_reopened | Unknown |  |
| times_topic_added | Unknown |  |
| times_topic_removed | Unknown |  |
| timezone_filter | Unknown |  |
| topics | Unknown |  |
| topics_with_hierarchy | Unknown |  |

### public_answer

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| organization_id | Unknown | FK |
| body_html | Unknown |  |
| languages | Unknown |  |
| name | Unknown |  |

### work_session_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| agent | Unknown | FK |
| conversation_id | Unknown | FK |
| customer_id | Unknown | FK |
| agent_accepted_at | Unknown |  |
| agent_id | Unknown |  |
| agent_routed_at | Unknown |  |
| channel | Unknown |  |
| channel_filter | Unknown |  |
| contact_ended_at | Unknown |  |
| contact_fulfilled_at | Unknown |  |
| contact_id | Unknown |  |
| contact_started_at | Unknown |  |
| direction | Unknown |  |
| handle_time_in_sec | Unknown |  |
| inbox | Unknown |  |
| inboxes_filter | Unknown |  |
| link | Unknown |  |
| seconds_within_negative_or_over_positive_sla | Unknown |  |
| status | Unknown |  |
| teams_filter | Unknown |  |
| timezone_filter | Unknown |  |
| unknown_time_in_sec | Unknown |  |
| work_session_id | Unknown |  |

### agent

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| email_address | Unknown |  |
| job_file_name | Unknown |  |
| name | Unknown |  |

### topic

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| disabled | Unknown |  |
| job_file_name | Unknown |  |
| name | Unknown |  |
| parent_id | Unknown |  |

### conversation_item

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| conversation_id | Unknown | FK |
| customer_id | Unknown | FK |
| content_activity_type | Unknown |  |
| content_added_topic_id | Json |  |
| content_answered_at | Unknown |  |
| content_bcc | Unknown |  |
| content_body | Unknown |  |
| content_cc | Unknown |  |
| content_completed_at | Unknown |  |
| content_content | Unknown |  |
| content_from | Unknown |  |
| content_link_text | Unknown |  |
| content_link_url | Unknown |  |
| content_message_type | Unknown |  |
| content_occurred_at | Unknown |  |
| content_page_id | Unknown |  |
| content_received_at | Unknown |  |
| content_recording_duration | Unknown |  |
| content_recording_status | Unknown |  |
| content_recording_url | Unknown |  |
| content_removed_topic_id | Json |  |
| content_session_id | Unknown |  |
| content_source_name | Unknown |  |
| content_started_at | Unknown |  |
| content_status | Unknown |  |
| content_subject | Unknown |  |
| content_title | Unknown |  |
| content_to | Unknown |  |
| content_type | Unknown |  |
| content_user_id | Unknown |  |
| initiator_id | Unknown |  |
| initiator_type | Unknown |  |
| job_file_name | Unknown |  |
| responder_id | Unknown |  |
| responder_type | Unknown |  |
| time_stamp | Unknown |  |

### task_summary_report

| Column | Type | Keys |
| --- | --- | --- |
| task_metrics_closed_at_dynamic_formatted | Unknown | PK |
| avg_created_to_due_time_in_seconds | Unknown |  |
| avg_created_to_first_closed_time_in_seconds | Unknown |  |
| avg_created_to_last_closed_time_in_seconds | Unknown |  |
| avg_last_due_to_first_closed_time_in_seconds | Unknown |  |
| avg_last_due_to_last_closed_time_in_seconds | Unknown |  |
| avg_number_of_agents_assigned | Unknown |  |
| avg_number_of_commenters | Unknown |  |
| avg_number_of_comments | Unknown |  |
| avg_number_of_followers | Unknown |  |
| avg_number_of_inboxes_assigned | Unknown |  |
| avg_task_handle_time_in_seconds | Unknown |  |
| avg_times_closed | Unknown |  |
| avg_times_content_edited | Unknown |  |
| avg_times_due_date_edited | Unknown |  |
| avg_times_reopened | Unknown |  |
| count_closed_after_due | Unknown |  |
| count_closed_before_due | Unknown |  |
| count_total | Unknown |  |
| count_with_comments | Unknown |  |
| inboxes_filter | Unknown |  |
| teams_filter | Unknown |  |
| timezone_filter | Unknown |  |

### contact_event

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| initiator_id | Unknown | FK |
| initiator_type | Unknown |  |
| time_stamp | Unknown |  |
| type | Unknown |  |
| custom_** |  |  |

### task_comment

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| agent_id | Unknown | FK |
| task_id | Unknown | FK |
| comment | Unknown |  |
| created_at | Unknown |  |

### channel_mix_report

| Column | Type | Keys |
| --- | --- | --- |
| channel | Unknown | PK |
| queued_date | Unknown | PK |
| contacts_inbound | Unknown |  |
| inboxes_filter | Unknown |  |
| messages_from_agent | Unknown |  |
| messages_from_customer | Unknown |  |
| time_zone_filter | Unknown |  |

### glad_app_answer_usage_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| answer_name | Unknown |  |
| date | Unknown |  |
| number_of_clicks | Unknown |  |
| timezone_filter | Unknown |  |

### conversation_summary_report

| Column | Type | Keys |
| --- | --- | --- |
| last_closed_at | Unknown | PK |
| avg_conversation_handle_time_in_seconds | Unknown |  |
| avg_count_of_agents_assigned | Unknown |  |
| avg_count_of_channels | Unknown |  |
| avg_count_of_contacts | Unknown |  |
| avg_count_of_inboxes_assigned | Unknown |  |
| avg_count_of_notes | Unknown |  |
| avg_created_to_first_closed_time_in_seconds | Unknown |  |
| avg_created_to_last_closed_time_in_seconds | Unknown |  |
| avg_times_closed | Unknown |  |
| avg_times_reopened | Unknown |  |
| avg_times_topic_added | Unknown |  |
| avg_times_topic_removed | Unknown |  |
| conversation_closed | Unknown |  |
| count_of_conversation_merges | Unknown |  |
| count_of_fcr_eligible | Unknown |  |
| inboxes_filter | Unknown |  |
| payment_amount_completed_usd | Unknown |  |
| payment_amount_declined_usd | Unknown |  |
| payment_requests_completed | Unknown |  |
| payment_requests_declined | Unknown |  |
| percentage_fcr_success | Unknown |  |
| percentage_multi_channel | Unknown |  |
| team_filter | Unknown |  |
| time_zone_filter | Unknown |  |
| unique_customers | Unknown |  |

### ivr_executivesummary_report

| Column | Type | Keys |
| --- | --- | --- |
| date | Unknown | PK |
| phone_number_filter | Unknown | PK |
| calls_abandoned | Unknown |  |
| calls_reaching_end_state | Unknown |  |
| incoming_calls | Unknown |  |
| repeat_callers | Unknown |  |
| speech_ivr_attempts | Unknown |  |
| time_zone_filter | Unknown |  |
| touchtone_ivr_attempts | Unknown |  |
| unmapped_speech_attempts | Unknown |  |
| unmapped_touchtone_attempts | Unknown |  |

### conversation_timestamps_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| assigned_agent_id | Unknown | FK |
| assigned_inbox_id | Unknown | FK |
| conversation_id | Unknown | FK |
| customer_id | Unknown | FK |
| merged_conversation_id | Unknown | FK |
| merged_customer_id | Unknown | FK |
| newly_assigned_agent_id | Unknown | FK |
| newly_assigned_inbox_id | Unknown | FK |
| topic_id | Unknown | FK |
| assignment_update_reason | Unknown |  |
| event_type | Unknown |  |
| initiator_agent_name | Unknown |  |
| initiator_id | Unknown |  |
| initiator_type | Unknown |  |
| newly_assigned_inbox_name | Unknown |  |
| time_stamp | Unknown |  |
| time_zone_filter | Unknown |  |

### sessions_detail_messages_report

| Column | Type | Keys |
| --- | --- | --- |
| session_id | Unknown | PK |
| conversation_id | Unknown | FK |
| customer_id | Unknown | FK |
| channel | Unknown |  |
| conversation_link | Unknown |  |
| date | Unknown |  |
| gladly_agent | Unknown |  |
| guides_used | Unknown |  |
| handoff_category | Unknown |  |
| handoff_reason | Unknown |  |
| handoff_subcategory | Unknown |  |
| is_handed_off | Unknown |  |
| is_recontacted_resolution_24_hours | Unknown |  |
| is_resolved | Unknown |  |
| is_responded_to | Unknown |  |
| message_history | Unknown |  |
| time_zone_filter | Unknown |  |
| transfer_rationale | Unknown |  |

### ivr_endstate_report

| Column | Type | Keys |
| --- | --- | --- |
| date | Unknown | PK |
| ivr_end_state | Unknown | PK |
| phone_number_filter | Unknown | PK |
| avg_time_in_ivr_seconds | Unknown |  |
| number_of_calls | Unknown |  |
| time_zone_filter | Unknown |  |

### team_agent

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

### team

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

### quick_action_usage_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| date | Unknown |  |
| number_of_clicks | Unknown |  |
| quick_action_name | Unknown |  |
| timezone_filter | Unknown |  |

### payment_request_event

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| initiator_id | Unknown | FK |
| initiator_type | Unknown |  |
| time_stamp | Unknown |  |
| type | Unknown |  |
| custom_** |  |  |

### agent_timestamps_report

| Column | Type | Keys |
| --- | --- | --- |
| _fivetran_id | String | PK |
| agent_id | Unknown | FK |
| active_reason | Unknown |  |
| agent | Unknown |  |
| available_for | Unknown |  |
| away_reason | Unknown |  |
| occurred_at | Unknown |  |
| teams_filter | Unknown |  |
| time_stamp | Unknown |  |
| timezone_filter | Unknown |  |
| type | Unknown |  |

### organization

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| gladly_url | Unknown |  |
| login_domain | Unknown |  |
| name | Unknown |  |
| timezone | Unknown |  |

### sessions_detail_report

| Column | Type | Keys |
| --- | --- | --- |
| session_id | Unknown | PK |
| conversation_id | Unknown | FK |
| customer_id | Unknown | FK |
| channel | Unknown |  |
| conversation_link | Unknown |  |
| date | Unknown |  |
| gladly_agent | Unknown |  |
| guides_used | Unknown |  |
| handoff_category | Unknown |  |
| handoff_reason | Unknown |  |
| handoff_subcategory | Unknown |  |
| is_handed_off | Unknown |  |
| is_recontacted_resolution_24_hours | Unknown |  |
| is_resolved | Unknown |  |
| is_responded_to | Unknown |  |
| time_zone_filter | Unknown |  |
| transfer_rationale | Unknown |  |

### task_export_report

| Column | Type | Keys |
| --- | --- | --- |
| task_id | Unknown | PK, FK |
| customer_id | Unknown | FK |
| assigned_agent_id_created | Unknown |  |
| assigned_agent_id_current | Unknown |  |
| assigned_agent_id_last_closed | Unknown |  |
| assigned_agent_name_created | Unknown |  |
| assigned_agent_name_current | Unknown |  |
| assigned_agent_name_last_closed | Unknown |  |
| count_of_agents_assigned | Unknown |  |
| count_of_commenters | Unknown |  |
| count_of_comments | Unknown |  |
| count_of_followers | Unknown |  |
| count_of_inboxes_assigned | Unknown |  |
| created_at | Unknown |  |
| created_to_due_time_in_seconds | Unknown |  |
| created_to_first_closed_time_in_seconds | Unknown |  |
| created_to_last_closed_time_in_seconds | Unknown |  |
| created_to_now_time_in_seconds | Unknown |  |
| due_date_created | Unknown |  |
| due_date_current | Unknown |  |
| due_date_last_closed | Unknown |  |
| due_to_now_time_in_seconds | Unknown |  |
| first_assigned_to_agent_at | Unknown |  |
| first_assigned_to_agent_to_now_time_in_seconds | Unknown |  |
| first_closed_at | Unknown |  |
| first_closed_to_first_reopened_time_in_seconds | Unknown |  |
| first_due_to_currently_due_time_in_seconds | Unknown |  |
| inbox_id_created | Unknown |  |
| inbox_id_current | Unknown |  |
| inbox_id_last_closed | Unknown |  |
| inbox_name_created | Unknown |  |
| inbox_name_current | Unknown |  |
| inbox_name_last_closed | Unknown |  |
| inboxes_filter | Unknown |  |
| initiator_agent_id_created | Unknown |  |
| initiator_agent_id_last_closed | Unknown |  |
| initiator_agent_name_created | Unknown |  |
| initiator_agent_name_last_closed | Unknown |  |
| initiator_rule_id_created | Unknown |  |
| initiator_type_created | Unknown |  |
| initiator_type_last_closed | Unknown |  |
| last_closed_at | Unknown |  |
| last_due_to_first_closed_time_in_seconds | Unknown |  |
| last_due_to_last_closed_time_in_seconds | Unknown |  |
| status | Unknown |  |
| task_handle_time_in_seconds | Unknown |  |
| task_url | Unknown |  |
| teams_filter | Unknown |  |
| times_closed | Unknown |  |
| times_content_edited | Unknown |  |
| times_due_date_edited | Unknown |  |
| times_reopened | Unknown |  |
| timezone_filter | Unknown |  |

### inbox

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| disabled | Unknown |  |
| name | Unknown |  |

### customer_email

| Column | Type | Keys |
| --- | --- | --- |
| normalized | Unknown | PK |
| customer_id | Unknown | PK, FK |
| primary_email | Unknown |  |

### customer_phone

| Column | Type | Keys |
| --- | --- | --- |
| normalized | Unknown | PK |
| customer_id | Unknown | PK, FK |
| extension | Unknown |  |
| primary_number | Unknown |  |
| region_code | Unknown |  |
| sms_preference | Unknown |  |
| type | Unknown |  |

### customer

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| address | Unknown |  |
| created_at | Unknown |  |
| external_customer_id | Unknown |  |
| image | Unknown |  |
| name | Unknown |  |
| updated_at | Unknown |  |
| custom_** |  |  |

## Relationships

- agent_summary_report(agent_id) → agent(id)
- agent_status_event(initiator_id) → agent(id)
- agent_availability_event(initiator_id) → agent(id)
- task_event(initiator_id) → agent(id)
- agent_summary_glance_report(agent_id) → agent(id)
- conversation_topic(topic_id) → topic(id)
- conversation_topic(conversation_id) → conversation(id)
- conversation_custom_attribute(conversation_id) → conversation(id)
- conversation(agent_id) → agent(id)
- conversation(customer_id) → customer(id)
- conversation(inbox_id) → inbox(id)
- conversation_custom_attribute_freeform_topic(conversation_custom_attribute_id) → conversation_custom_attribute(id)
- conversation_side_kick_export_report(assigned_agent_id_current) → agent(id)
- conversation_side_kick_export_report(assigned_agent_id_last_closed) → agent(id)
- conversation_side_kick_export_report(assigned_agent_id_created) → agent(id)
- conversation_side_kick_export_report(id) → conversation(id)
- conversation_side_kick_export_report(initiator_agent_id_last_closed) → agent(id)
- conversation_side_kick_export_report(initiator_agent_id_created) → agent(id)
- conversation_side_kick_export_report(customer_id) → customer(id)
- contact_export_report_v_3(customer_id) → customer(id)
- contact_export_report_v_3(conversation_id) → conversation(id)
- customer_event(initiator_id) → agent(id)
- contact_timestamp_report(customer_id) → customer(id)
- contact_timestamp_report(conversation_id) → conversation(id)
- task_timestamps_report(task_id) → task(id)
- task_timestamps_report(prior_assigned_agent_id) → agent(id)
- task_timestamps_report(customer_id) → customer(id)
- task(assignee_inbox_id) → agent(id)
- task(assignee_agent_id) → agent(id)
- agent_duration_report(agent) → agent(name)
- voice_transcript_paragraph(conversation_item_id) → voice_transcript(conversation_item_id)
- voice_transcript_paragraph(voice_transcript_customer_id) → voice_transcript(customer_id)
- voice_transcript(customer_id) → customer(id)
- voice_transcript(conversation_item_id) → conversation_item(id)
- conversation_export_report(assigned_agent_id_current) → agent(id)
- conversation_export_report(customer_id) → customer(id)
- conversation_export_report(conversation_id) → conversation(id)
- public_answer(organization_id) → organization(id)
- work_session_report(agent) → agent(name)
- work_session_report(customer_id) → customer(id)
- work_session_report(conversation_id) → conversation(id)
- conversation_item(conversation_id) → conversation(id)
- conversation_item(customer_id) → customer(id)
- contact_event(initiator_id) → agent(id)
- task_comment(task_id) → task(id)
- task_comment(agent_id) → agent(id)
- conversation_timestamps_report(topic_id) → topic(id)
- conversation_timestamps_report(newly_assigned_inbox_id) → inbox(id)
- conversation_timestamps_report(assigned_agent_id) → agent(id)
- conversation_timestamps_report(customer_id) → customer(id)
- conversation_timestamps_report(conversation_id) → conversation(id)
- conversation_timestamps_report(merged_conversation_id) → conversation(id)
- conversation_timestamps_report(newly_assigned_agent_id) → agent(id)
- conversation_timestamps_report(assigned_inbox_id) → inbox(id)
- conversation_timestamps_report(merged_customer_id) → customer(id)
- sessions_detail_messages_report(customer_id) → customer(id)
- sessions_detail_messages_report(conversation_id) → conversation(id)
- team_agent(agent_id) → agent(id)
- team_agent(team_id) → team(id)
- payment_request_event(initiator_id) → agent(id)
- agent_timestamps_report(agent_id) → agent(id)
- sessions_detail_report(customer_id) → customer(id)
- sessions_detail_report(conversation_id) → conversation(id)
- task_export_report(task_id) → task(id)
- task_export_report(customer_id) → customer(id)
- customer_email(customer_id) → customer(id)
- customer_phone(customer_id) → customer(id)