# NICE schema ERD

Table and field reference for the Fivetran NICE connector.

## Table & Field Reference

### agent_soft_phone_web_rtc_url

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| agent_id | Unknown | PK, FK |
| url_name | Unknown |  |
| weight | Unknown |  |

### agent

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| team_id | Unknown | FK |
| address_1 | Unknown |  |
| address_2 | Unknown |  |
| agent_chat_threshold | Unknown |  |
| agent_contact_auto_focus | Unknown |  |
| agent_cxa_client_version | Unknown |  |
| agent_cxa_release_previous | Unknown |  |
| agent_delivery_mode | Unknown |  |
| agent_email_threshold | Unknown |  |
| agent_integration | Unknown |  |
| agent_max_version | Unknown |  |
| agent_phone_timeout | Unknown |  |
| agent_phone_timeout_seconds | Unknown |  |
| agent_request_contact | Unknown |  |
| agent_total_contact_count | Unknown |  |
| agent_voice_threshold | Unknown |  |
| agent_work_item_threshold | Unknown |  |
| api_key | Unknown |  |
| at_home | Unknown |  |
| chat_refusal_timeout | Unknown |  |
| chat_threshold | Unknown |  |
| city | Unknown |  |
| combined_user_name_domain | Unknown |  |
| contact_auto_focus | Unknown |  |
| country | Unknown |  |
| country_name | Unknown |  |
| create_date | Unknown |  |
| crm_user_name | Unknown |  |
| customer_card | Unknown |  |
| default_dialing_pattern | Unknown |  |
| default_dialing_pattern_name | Unknown |  |
| delivery_mode | Unknown |  |
| digital_refusal_timeout | Unknown |  |
| digital_threshold | Unknown |  |
| email_address | Unknown |  |
| email_refusal_timeout | Unknown |  |
| email_threshold | Unknown |  |
| employment_type | Unknown |  |
| employment_type_name | Unknown |  |
| federated_id | Unknown |  |
| first_name | Unknown |  |
| hire_date | Unknown |  |
| hiring_source | Unknown |  |
| hourly_cost | Unknown |  |
| inactive_date | Unknown |  |
| internal_id | Unknown |  |
| is_active | Unknown |  |
| is_billable | Unknown |  |
| is_open_id_profile_complete | Unknown |  |
| is_supervisor | Unknown |  |
| is_what_if_agent | Unknown |  |
| issuer | Unknown |  |
| last_login | Unknown |  |
| last_name | Unknown |  |
| last_updated | Instant |  |
| location | Unknown |  |
| locked | Unknown |  |
| login_authenticator_id | Unknown |  |
| max_concurrent_chats | Unknown |  |
| max_email_auto_parking_limit | Unknown |  |
| max_preview | Unknown |  |
| middle_name | Unknown |  |
| no_fixed_address | Unknown |  |
| notes | Unknown |  |
| nt_login_name | Unknown |  |
| phone_refusal_timeout | Unknown |  |
| profile_id | Unknown |  |
| profile_name | Unknown |  |
| recording_numbers | Json |  |
| referral | Unknown |  |
| rehire_status | Unknown |  |
| report_to_id | Unknown |  |
| report_to_name | Unknown |  |
| request_contact | Unknown |  |
| row_number | Unknown |  |
| schedule_notification | Unknown |  |
| send_email_notifications | Unknown |  |
| sip_user | Unknown |  |
| sms_refusal_timeout | Unknown |  |
| sms_threshold | Unknown |  |
| state | Unknown |  |
| state_code | Unknown |  |
| subject | Unknown |  |
| system_domain | Unknown |  |
| system_user | Unknown |  |
| telephone_1 | Unknown |  |
| telephone_2 | Unknown |  |
| termination_date | Unknown |  |
| time_display_format | Unknown |  |
| time_zone | Unknown |  |
| time_zone_offset | Unknown |  |
| total_contact_count | Unknown |  |
| use_agent_time_zone | Unknown |  |
| use_team_chat_threshold | Unknown |  |
| use_team_contact_auto_focus | Unknown |  |
| use_team_delivery_mode_settings | Unknown |  |
| use_team_digital_threshold | Unknown |  |
| use_team_email_auto_parking_limit | Unknown |  |
| use_team_email_threshold | Unknown |  |
| use_team_max_concurrent_chats | Unknown |  |
| use_team_request_contact | Unknown |  |
| use_team_sms_threshold | Unknown |  |
| use_team_voice_threshold | Unknown |  |
| use_team_work_item_threshold | Unknown |  |
| user_id | Unknown |  |
| user_name | Unknown |  |
| user_name_domain | Unknown |  |
| user_type | Unknown |  |
| voice_threshold | Unknown |  |
| voicemail_refusal_timeout | Unknown |  |
| work_item_refusal_timeout | Unknown |  |
| work_item_threshold | Unknown |  |
| zip_code | Unknown |  |
| custom_** |  |  |

### agent_extend

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK, FK |
| report_to | Unknown | FK |
| address_pidflo | Json |  |
| agent_dialing_pattern_id | Unknown |  |
| agent_phone_home | Unknown |  |
| agent_phone_other | Unknown |  |
| at_home_worker | Unknown |  |
| auto_attendant_access_type | Unknown |  |
| display_24_hour | Unknown |  |
| email | Unknown |  |
| external_identity | Unknown |  |
| group_ids | Unknown |  |
| hiring_source_desc | Unknown |  |
| hiring_source_id | Unknown |  |
| integrated_soft_phone_web_rtc_urls | Unknown |  |
| is_address_911_validated | Unknown |  |
| location_name | Unknown |  |
| location_no | Unknown |  |
| max_email_inbox_count | Unknown |  |
| mch_channel_lock | Unknown |  |
| mch_chat | Unknown |  |
| mch_contact_auto_focus | Unknown |  |
| mch_email | Unknown |  |
| mch_request_contact | Unknown |  |
| mch_sms | Unknown |  |
| mch_social | Unknown |  |
| mch_voice | Unknown |  |
| mch_work_item | Unknown |  |
| no_fixed_address | Unknown |  |
| phone | Unknown |  |
| phone_call_refusal_timeout | Unknown |  |
| routing_attribute_info | Unknown |  |
| sch_request_contact | Unknown |  |
| secondary_id | Unknown |  |
| security_profile_id | Unknown |  |
| shift_time | Unknown |  |
| sip_user_id | Unknown |  |
| skill_info | Unknown |  |
| system_user_name | Unknown |  |
| team_no | Unknown |  |
| termination_date | Unknown |  |
| use_default_request_contact | Unknown |  |
| use_team_max_email_inbox_count | Unknown |  |
| use_team_mch_channel_lock | Unknown |  |
| use_team_mch_chat | Unknown |  |
| use_team_mch_contact_auto_focus | Unknown |  |
| use_team_mch_digital | Unknown |  |
| use_team_mch_email | Unknown |  |
| use_team_mch_request_contact | Unknown |  |
| use_team_mch_sms | Unknown |  |
| use_team_mch_work_item | Unknown |  |
| wfm_notification_enabled | Unknown |  |
| wfm_notification_interval | Unknown |  |
| custom_** |  |  |

### interaction_analytics_segment_enlighten_metrics

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| interaction_id | Unknown | PK, FK |
| behavior_name | Unknown |  |
| enlighten_package_models | Json |  |
| index_score | Unknown |  |
| raw_score | Unknown |  |

### interaction_analytics_segment_channel

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| interaction_id | Unknown | PK, FK |
| begin_sentiment | Json |  |
| end_sentiment | Json |  |
| frustration | Json |  |
| name | Unknown |  |
| sentiment | Json |  |

### interaction_analytics_segment_entities

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| interaction_id | Unknown | PK, FK |
| channel_name | Unknown |  |
| custom | Unknown |  |
| display_text | Unknown |  |
| sentiment_value | Unknown |  |
| type | Unknown |  |

### interaction_analytics_segment

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| tenant_id | Unknown | FK |
| acd_contact_id | Unknown |  |
| category_matches | Json |  |
| contact_end_reason | Unknown |  |
| contact_no | Json |  |
| disposition_code | Unknown |  |
| end_time | Instant |  |
| enlighten_sentiment_index_score | Unknown |  |
| enlighten_sentiment_raw_score | Unknown |  |
| first_annotated_at | Instant |  |
| hold_count | Unknown |  |
| hold_seconds | Unknown |  |
| lang | Unknown |  |
| media_type | Unknown |  |
| non_hold_notable_silence_percentage | Unknown |  |
| non_hold_notable_silence_seconds | Unknown |  |
| notable_silence_percentage | Unknown |  |
| notable_silence_seconds | Unknown |  |
| published_at | Instant |  |
| resolved | Unknown |  |
| segment_id | Unknown |  |
| segment_summary_action | Json |  |
| segment_summary_outcome | Json |  |
| segment_summary_primary_intent_category | Unknown |  |
| segment_summary_primary_intent_name | Unknown |  |
| segment_summary_primary_intent_topic | Unknown |  |
| start_time | Instant |  |

### contact_tag

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

### contact

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| agent_id | Unknown | FK |
| campaign_id | Unknown | FK |
| master_contact_id | Unknown | FK |
| skill_id | Unknown | FK |
| team_id | Unknown | FK |
| abandon_seconds | Unknown |  |
| abandoned | Unknown |  |
| acw_seconds | Unknown |  |
| agent_seconds | Unknown |  |
| analytics_processed_date | Unknown |  |
| callback_time | Unknown |  |
| conference_seconds | Unknown |  |
| date_a_c_w_warehoused | Unknown |  |
| date_contact_warehoused | Unknown |  |
| digital_contact_state_id | Unknown |  |
| digital_contact_state_name | Unknown |  |
| disposition_notes | Unknown |  |
| end_reason | Unknown |  |
| first_name | Unknown |  |
| from_address | Unknown |  |
| high_proficiency | Unknown |  |
| hold_count | Unknown |  |
| hold_seconds | Unknown |  |
| in_queue_seconds | Unknown |  |
| is_active | Unknown |  |
| is_analytics_processed | Unknown |  |
| is_logged | Unknown |  |
| is_outbound | Unknown |  |
| is_refused | Unknown |  |
| is_short_abandon | Unknown |  |
| is_takeover | Unknown |  |
| is_warehoused | Unknown |  |
| last_name | Unknown |  |
| last_update_time | Unknown |  |
| low_proficiency | Unknown |  |
| media_sub_type_id | Unknown |  |
| media_sub_type_name | Unknown |  |
| media_type_id | Unknown |  |
| media_type_name | Unknown |  |
| point_of_contact_id | Unknown |  |
| point_of_contact_name | Unknown |  |
| post_queue_seconds | Unknown |  |
| pre_queue_seconds | Unknown |  |
| primary_disposition_id | Unknown |  |
| refuse_reason | Unknown |  |
| refuse_time | Unknown |  |
| release_seconds | Unknown |  |
| routing_attribute | Unknown |  |
| routing_time | Unknown |  |
| secondary_disposition_id | Unknown |  |
| service_level_flag | Unknown |  |
| start_date | Unknown |  |
| state_id | Unknown |  |
| state_name | Unknown |  |
| to_address | Unknown |  |
| total_duration_seconds | Unknown |  |
| transfer_indicator_id | Unknown |  |
| transfer_indicator_name | Unknown |  |

### skill_disposition

| Column | Type | Keys |
| --- | --- | --- |
| disposition_id | Unknown | PK, FK |
| skill_id | Unknown | PK, FK |
| is_preview_disposition | Unknown |  |
| priority | Unknown |  |

### skill

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| campaign_id | Unknown | FK |
| acceleration | Unknown |  |
| acw_post_timeout_state_id | Unknown |  |
| acw_post_timeout_state_name | Unknown |  |
| acw_type_id | Unknown |  |
| agent_first_response_time | Unknown |  |
| agent_follow_on_response_time | Unknown |  |
| agent_response_enabled | Unknown |  |
| agent_rest_time | Unknown |  |
| agent_typing_indicator | Unknown |  |
| agentless | Unknown |  |
| agentless_ports | Unknown |  |
| allow_secondary_disposition | Unknown |  |
| call_suppression_script_id | Unknown |  |
| caller_id_override | Unknown |  |
| chat_warning_threshold | Unknown |  |
| count_reskill_hours | Unknown |  |
| count_short_abandons | Unknown |  |
| cradle_to_grave | Unknown |  |
| customer_idle_time | Unknown |  |
| customer_response_enabled | Unknown |  |
| deliver_multiple_numbers_serially | Unknown |  |
| display_thankyou | Unknown |  |
| email_bcc_address | Unknown |  |
| email_from_address | Unknown |  |
| email_from_editable | Unknown |  |
| email_parking | Unknown |  |
| enable_short_abandon | Unknown |  |
| equity_level | Unknown |  |
| evaluation_criteria | Unknown |  |
| fallback_time | Unknown |  |
| focus_lock | Unknown |  |
| focus_metric | Unknown |  |
| initial_priority | Unknown |  |
| interruptible | Unknown |  |
| is_active | Unknown |  |
| is_outbound | Unknown |  |
| is_running | Unknown |  |
| is_sub_skill | Unknown |  |
| make_transcript_available | Unknown |  |
| max_priority | Unknown |  |
| max_seconds_acw | Unknown |  |
| media_type_id | Unknown |  |
| media_type_name | Unknown |  |
| message_template_id | Unknown |  |
| min_wfi_agents | Unknown |  |
| min_wfi_available_agents | Unknown |  |
| min_working_time | Unknown |  |
| name | Unknown |  |
| notes | Unknown |  |
| outbound_strategy | Unknown |  |
| outbound_telecom_route_id | Unknown |  |
| patron_typing_preview | Unknown |  |
| pop_thank_you | Unknown |  |
| pop_thank_you_url | Unknown |  |
| present_accept_reject | Unknown |  |
| priority_blending | Unknown |  |
| priority_interrupt | Unknown |  |
| require_disposition | Unknown |  |
| require_manual_accept | Unknown |  |
| reskill_hours | Unknown |  |
| reskill_hours_name | Unknown |  |
| routing_queue_id | Unknown |  |
| screen_pop_detail | Unknown |  |
| screen_pop_trigger_event | Unknown |  |
| script_id | Unknown |  |
| script_name | Unknown |  |
| service_level_goal | Unknown |  |
| service_level_threshold | Unknown |  |
| short_abandon_threshold | Unknown |  |
| sms_transport_code | Unknown |  |
| sms_transport_code_id | Unknown |  |
| state_id_acw | Unknown |  |
| state_name_acw | Unknown |  |
| tenant_id | Unknown |  |
| thank_you_link | Unknown |  |
| time_extension_enabled | Unknown |  |
| transcript_from_address | Unknown |  |
| use_custom_screen_pops | Unknown |  |
| use_screen_pops | Unknown |  |
| work_item_queue_type | Unknown |  |

### groups

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| is_active | Unknown |  |
| last_updated | Unknown |  |
| name | Unknown |  |
| notes | Unknown |  |

### team

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| analytics_enabled | Unknown |  |
| chat_threshold | Unknown |  |
| contact_auto_focus | Unknown |  |
| cxone_customer_authentication_enabled | Unknown |  |
| delivery_mode | Unknown |  |
| description | Unknown |  |
| digital_threshold | Unknown |  |
| email_threshold | Unknown |  |
| in_view_chat_enabled | Unknown |  |
| in_view_enabled | Unknown |  |
| in_view_gamification_enabled | Unknown |  |
| in_view_l_m_s_enabled | Unknown |  |
| in_view_wallboard_enabled | Unknown |  |
| is_active | Unknown |  |
| last_update_time | Instant |  |
| lead_id | Unknown |  |
| max_concurrent_chats | Unknown |  |
| max_email_auto_parking_limit | Unknown |  |
| name | Unknown |  |
| nice_analytics_enabled | Unknown |  |
| nice_audio_recording_enabled | Unknown |  |
| nice_coaching_enabled | Unknown |  |
| nice_desktop_analytics_enabled | Unknown |  |
| nice_lesson_management_enabled | Unknown |  |
| nice_performance_management_enabled | Unknown |  |
| nice_qm_enabled | Unknown |  |
| nice_quality_optimization_enabled | Unknown |  |
| nice_screen_recording_enabled | Unknown |  |
| nice_shift_bidding_enabled | Unknown |  |
| nice_speech_analytics_enabled | Unknown |  |
| nice_strategic_planner_enabled | Unknown |  |
| nice_survey_customer_enabled | Unknown |  |
| nice_wfm_enabled | Unknown |  |
| nice_wfo_advanced_enabled | Unknown |  |
| nice_wfo_essentials_enabled | Unknown |  |
| notes | Unknown |  |
| qm_2_enabled | Unknown |  |
| request_contact | Unknown |  |
| sms_threshold | Unknown |  |
| social_threshold | Unknown |  |
| total_contact_count | Unknown |  |
| uuid | Unknown |  |
| voice_threshold | Unknown |  |
| wfm_2_enabled | Unknown |  |
| wfo_enabled | Unknown |  |
| work_item_threshold | Unknown |  |

### group_agent

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

### interaction_analytics_segment_analyzed_transcript_block

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| interaction_analytics_segment_analyzed_transcript_segment_id | Unknown | PK |
| block_id | Unknown |  |
| channel_id | Unknown |  |
| channel_name | Unknown |  |
| channel_type | Unknown |  |
| channel_uuid | Unknown |  |
| chat_timestamp | Unknown |  |
| email_from | Unknown |  |
| email_sent_date | Unknown |  |
| email_subject | Unknown |  |
| email_to | Unknown |  |
| length | Unknown |  |
| offset_value | Unknown |  |
| text | Unknown |  |
| user_id | Unknown |  |
| user_type | Unknown |  |
| voice_confidence | Unknown |  |
| voice_end_time | Unknown |  |
| voice_start_time | Unknown |  |

### interaction_analytics_segment_analyzed_transcript_annotation

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| interaction_analytics_segment_analyzed_transcript_segment_id | Unknown | PK |
| category_path | Unknown |  |
| channel_name | Unknown |  |
| dataset_ids | Json |  |
| display_text | Unknown |  |
| domain_role | Unknown |  |
| highlight_length | Unknown |  |
| object_type | Unknown |  |
| offset_value | Unknown |  |
| sentiment_cue_strength | Unknown |  |
| stem | Unknown |  |
| transcript_chunk | Unknown |  |
| transcript_offset | Unknown |  |
| type | Unknown |  |
| value | Unknown |  |

### interaction_analytics_segment_analyzed_transcript_enlighten_metric

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| interaction_analytics_segment_analyzed_transcript_segment_id | Unknown | PK |
| behavior_name | Unknown |  |
| enlighten_package_models | Json |  |
| index_score | Unknown |  |
| raw_score | Unknown |  |

### interaction_analytics_segment_analyzed_transcript_segment_summary_action

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| interaction_analytics_segment_analyzed_transcript_segment_id | Unknown | PK |
| snippet | Unknown |  |
| snippet_end_offset | Unknown |  |
| snippet_start_offset | Unknown |  |
| snippet_text | Unknown |  |
| text | Unknown |  |

### interaction_analytics_segment_analyzed_transcript_segment_summary_outcome

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| interaction_analytics_segment_analyzed_transcript_segment_id | Unknown | PK |
| name | Unknown |  |
| score | Unknown |  |
| snippet | Unknown |  |
| snippet_end_offset | Unknown |  |
| snippet_start_offset | Unknown |  |
| snippet_text | Unknown |  |

### interaction_analytics_segment_analyzed_transcript

| Column | Type | Keys |
| --- | --- | --- |
| segment_id | Unknown | PK |
| annotated_date_time | Unknown |  |
| from_interwoven_transcript | Unknown |  |
| record_source | Unknown |  |
| segment_summary | Unknown |  |
| segment_summary_primary_intent_category | Unknown |  |
| segment_summary_primary_intent_name | Unknown |  |
| segment_summary_primary_intent_score | Unknown |  |
| segment_summary_primary_intent_snippet | Unknown |  |
| segment_summary_primary_intent_snippet_end_offset | Unknown |  |
| segment_summary_primary_intent_snippet_start_offset | Unknown |  |
| segment_summary_primary_intent_snippet_text | Unknown |  |
| segment_summary_primary_intent_topic | Unknown |  |
| type | Unknown |  |
| voice_file | Unknown |  |
| metric_** |  |  |

### campaign

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| description | Unknown |  |
| is_active | Unknown |  |
| last_update_time | Unknown |  |
| name | Unknown |  |
| notes | Unknown |  |

### agent_skill

| Column | Type | Keys |
| --- | --- | --- |
| agent_id | Unknown | PK, FK |
| skill_id | Unknown | PK, FK |
| campaign_id | Unknown | FK |
| team_id | Unknown | FK |
| last_poll_time | Unknown |  |
| last_update_time | Unknown |  |
| notes | Unknown |  |

### wfm_schedule_shift

| Column | Type | Keys |
| --- | --- | --- |
| end_date | Unknown | PK |
| start_date | Unknown | PK |
| user_id | Unknown | PK, FK |
| activity_interval | Json |  |
| base_activity_code_open | Unknown |  |
| base_activity_code_overtime | Unknown |  |
| base_activity_code_title | Unknown |  |
| base_activity_code_work | Unknown |  |
| shift_note | Unknown |  |

### wfm_data_performance

| Column | Type | Keys |
| --- | --- | --- |
| end_date | Unknown | PK |
| start_date | Unknown | PK |
| agent_id | Unknown | PK, FK |
| skill_id | Unknown | FK |
| business_unit_id | Unknown |  |
| business_unit_name | Unknown |  |
| half_hour | Unknown |  |
| total_acw_time | Unknown |  |
| total_handled | Unknown |  |
| total_handled_time | Unknown |  |

### wfm_data_scorecard

| Column | Type | Keys |
| --- | --- | --- |
| end_date | Unknown | PK |
| start_date | Unknown | PK |
| agent_id | Unknown | PK, FK |
| skill_id | Unknown | FK |
| abandoned_calls | Unknown |  |
| actual_calls | Unknown |  |
| acw_time | Unknown |  |
| agent_session_id | Unknown |  |
| agent_state_id | Unknown |  |
| aux_in_time | Unknown |  |
| aux_out_time | Unknown |  |
| aux_time | Unknown |  |
| business_unit_id | Unknown |  |
| business_unit_name | Unknown |  |
| duration | Unknown |  |
| hold_time | Unknown |  |
| idle_time | Unknown |  |
| out_state_description | Unknown |  |
| out_state_id | Unknown |  |
| state_index | Unknown |  |
| talk_time | Unknown |  |
| total_calls | Unknown |  |
| total_time | Unknown |  |

### agent_performance

| Column | Type | Keys |
| --- | --- | --- |
| end_date | Unknown | PK |
| start_date | Unknown | PK |
| agent_id | Unknown | PK, FK |
| team_id | Unknown | PK, FK |
| acw_time | Unknown |  |
| agent_offered | Unknown |  |
| available_time | Unknown |  |
| consult_time | Unknown |  |
| inbound_avg_talk_time | Unknown |  |
| inbound_handled | Unknown |  |
| inbound_talk_time | Unknown |  |
| inbound_time | Unknown |  |
| login_time | Unknown |  |
| occupancy | Unknown |  |
| outbound_avg_talk_time | Unknown |  |
| outbound_handled | Unknown |  |
| outbound_talk_time | Unknown |  |
| outbound_time | Unknown |  |
| percent_refused | Unknown |  |
| refused | Unknown |  |
| total_avg_handle_time | Unknown |  |
| total_avg_talk_time | Unknown |  |
| total_handled | Unknown |  |
| total_talk_time | Unknown |  |
| unavailable_time | Unknown |  |
| working_rate | Unknown |  |

### wfm_data_adherence

| Column | Type | Keys |
| --- | --- | --- |
| end_date | Unknown | PK |
| start_date | Unknown | PK |
| agent_id | Unknown | PK, FK |
| skill_id | Unknown | FK |
| agent_session_id | Unknown |  |
| agent_state_id | Unknown |  |
| business_unit_id | Unknown |  |
| business_unit_name | Unknown |  |
| duration | Unknown |  |
| out_state_description | Unknown |  |
| out_state_id | Unknown |  |
| state_index | Unknown |  |

### skill_summary

| Column | Type | Keys |
| --- | --- | --- |
| business_unit_id | Unknown | PK |
| end_date | Unknown | PK |
| start_date | Unknown | PK |
| campaign_id | Unknown | PK, FK |
| skill_id | Unknown | PK, FK |
| abandon_count | Unknown |  |
| abandon_rate | Unknown |  |
| agents_acw | Unknown |  |
| agents_available | Unknown |  |
| agents_idle | Unknown |  |
| agents_logged_in | Unknown |  |
| agents_unavailable | Unknown |  |
| agents_working | Unknown |  |
| average_handle_time | Unknown |  |
| average_inqueue_time | Unknown |  |
| average_speed_to_answer | Unknown |  |
| average_talk_time | Unknown |  |
| average_wrap_time | Unknown |  |
| business_unit_name | Unknown |  |
| connects | Unknown |  |
| connects_aht | Unknown |  |
| contacts_active | Unknown |  |
| contacts_handled | Unknown |  |
| contacts_offered | Unknown |  |
| contacts_out_of_sla | Unknown |  |
| contacts_queued | Unknown |  |
| contacts_within_sla | Unknown |  |
| dials | Unknown |  |
| hold_time | Unknown |  |
| is_outbound | Unknown |  |
| longest_queue_dur | Unknown |  |
| media_type_id | Unknown |  |
| media_type_name | Unknown |  |
| queue_count | Unknown |  |
| right_party_connects | Unknown |  |
| right_party_connects_aht | Unknown |  |
| service_level | Unknown |  |
| service_level_goal | Unknown |  |
| service_level_threshold | Unknown |  |
| total_contact_time | Unknown |  |

### disposition

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| classification_id | Unknown |  |
| is_preview_disposition | Unknown |  |
| last_updated | Instant |  |
| name | Unknown |  |
| notes | Unknown |  |
| system_outcome | Unknown |  |

### sla_summary

| Column | Type | Keys |
| --- | --- | --- |
| business_unit_id | Unknown | PK |
| end_date | Unknown | PK |
| start_date | Unknown | PK |
| skill_id | Unknown | PK, FK |
| contacts_out_of_sla | Unknown |  |
| contacts_within_sla | Unknown |  |
| service_level | Unknown |  |
| total_contacts | Unknown |  |

### skill_call_data

| Column | Type | Keys |
| --- | --- | --- |
| end_date | Unknown | PK |
| start_date | Unknown | PK |
| skill_id | Unknown | PK, FK |
| abandoned_contacts | Unknown |  |
| abandoned_time | Unknown |  |
| answered_contacts | Unknown |  |
| answered_service_level_contacts | Unknown |  |
| average_abandoned_time | Unknown |  |
| average_acd_time | Unknown |  |
| average_handle_time | Unknown |  |
| average_speed_answer_time | Unknown |  |
| business_unit_id | Unknown |  |
| business_unit_name | Unknown |  |
| entered_queue_contacts | Unknown |  |
| offered_contacts | Unknown |  |

### contact_state_history

| Column | Type | Keys |
| --- | --- | --- |
| start_date | Unknown | PK |
| state_index | Unknown | PK |
| contact_id | Unknown | PK, FK |
| agent_id | Unknown | FK |
| skill_id | Unknown | FK |
| contact_state_id | Unknown |  |
| contact_state_name | Unknown |  |
| digital_contact_state_id | Unknown |  |
| digital_contact_state_name | Unknown |  |
| duration | Unknown |  |
| end_date | Unknown |  |
| is_warehoused | Unknown |  |

### interaction_history

| Column | Type | Keys |
| --- | --- | --- |
| last_update_time | Unknown | PK |
| contact_id | Unknown | PK, FK |
| agent_id | Unknown | FK |
| campaign_id | Unknown | FK |
| skill_id | Unknown | FK |
| team_id | Unknown | FK |
| start_date | Unknown |  |

### wfm_data_contact

| Column | Type | Keys |
| --- | --- | --- |
| interval_start_date | Unknown | PK |
| skill_id | Unknown | PK, FK |
| abandon_count | Unknown |  |
| average_handle_time | Unknown |  |
| average_speed_of_answer | Unknown |  |
| business_unit_id | Unknown |  |
| business_unit_name | Unknown |  |
| end_date | Unknown |  |
| is_outbound | Unknown |  |
| media_type_id | Unknown |  |
| media_type_name | Unknown |  |
| service_level | Unknown |  |
| total_contact_time | Unknown |  |
| total_contacts | Unknown |  |
| total_handled | Unknown |  |

### state_history

| Column | Type | Keys |
| --- | --- | --- |
| start_date | Unknown | PK |
| state_index | Unknown | PK |
| agent_id | Unknown | PK, FK |
| contact_id | Unknown | FK |
| skill_id | Unknown | FK |
| team_id | Unknown | FK |
| agent_session_id | Unknown |  |
| agent_state_id | Unknown |  |
| agent_state_name | Unknown |  |
| duration | Unknown |  |
| end_date | Unknown |  |
| from_address | Unknown |  |
| is_natural_calling | Unknown |  |
| is_outbound | Unknown |  |
| media_type_id | Unknown |  |
| media_type_name | Unknown |  |
| out_state_description | Unknown |  |
| out_state_id | Unknown |  |
| station_id | Unknown |  |
| station_name | Unknown |  |
| to_address | Unknown |  |

## Relationships

- agent_soft_phone_web_rtc_url(agent_id) → agent(id)
- agent(team_id) → team(id)
- agent_extend(report_to) → agent(id)
- agent_extend(id) → agent(id)
- interaction_analytics_segment_enlighten_metrics(interaction_id) → interaction_analytics_segment(id)
- interaction_analytics_segment_channel(interaction_id) → interaction_analytics_segment(id)
- interaction_analytics_segment_entities(interaction_id) → interaction_analytics_segment(id)
- interaction_analytics_segment(tenant_id) → skill(id)
- contact(campaign_id) → campaign(id)
- contact(team_id) → team(id)
- contact(agent_id) → agent(id)
- contact(skill_id) → skill(id)
- contact(master_contact_id) → contact(id)
- skill_disposition(disposition_id) → disposition(id)
- skill_disposition(skill_id) → skill(id)
- skill(campaign_id) → campaign(id)
- group_agent(agent_id) → agent(id)
- group_agent(group_id) → groups(id)
- agent_skill(agent_id) → agent(id)
- agent_skill(skill_id) → skill(id)
- agent_skill(team_id) → team(id)
- agent_skill(campaign_id) → campaign(id)
- wfm_schedule_shift(user_id) → agent(id)
- wfm_data_performance(agent_id) → agent(id)
- wfm_data_performance(skill_id) → skill(id)
- wfm_data_scorecard(agent_id) → agent(id)
- wfm_data_scorecard(skill_id) → skill(id)
- agent_performance(team_id) → team(id)
- agent_performance(agent_id) → agent(id)
- wfm_data_adherence(agent_id) → agent(id)
- wfm_data_adherence(skill_id) → skill(id)
- skill_summary(campaign_id) → campaign(id)
- skill_summary(skill_id) → skill(id)
- sla_summary(skill_id) → skill(id)
- skill_call_data(skill_id) → skill(id)
- contact_state_history(agent_id) → agent(id)
- contact_state_history(skill_id) → skill(id)
- contact_state_history(contact_id) → contact(id)
- interaction_history(contact_id) → contact(id)
- interaction_history(agent_id) → agent(id)
- interaction_history(team_id) → team(id)
- interaction_history(campaign_id) → campaign(id)
- interaction_history(skill_id) → skill(id)
- wfm_data_contact(skill_id) → skill(id)
- state_history(team_id) → team(id)
- state_history(agent_id) → agent(id)
- state_history(skill_id) → skill(id)
- state_history(contact_id) → contact(id)