Playvox Workforce Management

Explore the interactive ERD

Table & Field Reference

shift_task

Column	Type	Keys
`index`	Unknown	PK
`shift_uid`	Unknown	PKFK
`task_type_id`	Unknown	FK
`created`	Unknown
`end_time`	Unknown
`leave_request_id`	Unknown
`modified`	Unknown
`opt_in_type`	Unknown
`policy`	Json
`start_time`	Unknown
`task_template_id`	Unknown
`uid`	Unknown

shift

Column	Type	Keys
`uid`	Unknown	PK
`changed_by_user_id`	Unknown	FK
`user_id`	Unknown	FK
`workload_task_id`	Unknown	FK
`base_shift_duration`	Unknown
`created_at`	Unknown
`end_time`	Unknown
`has_opt_in_task`	Unknown
`id`	Unknown
`is_published`	Unknown
`is_working_version`	Unknown
`leave_request_id`	Unknown
`location_color`	Unknown
`location_id`	Unknown
`policy`	Json
`shift_duration`	Unknown
`shift_template_id`	Unknown
`shift_template_name`	Unknown
`start_time`	Unknown
`tags`	Json
`updated_at`	Unknown
`version`	Unknown
`work_plan_id`	Unknown
`work_plan_name`	Unknown

roster_change_log

Column	Type	Keys
`id`	Unknown	PK
`roster_id`	Unknown	PKFK
`changed_by_id`	Unknown	FK
`changed_date`	Unknown
`changed_type`	Unknown
`changes`	Json

roster_team

Column	Type	Keys
`id`	Unknown	PKFK
`roster_id`	Unknown	PKFK

roster_shift

Column	Type	Keys
`roster_id`	Unknown	PKFK
`uid`	Unknown	PKFK

roster

Column	Type	Keys
`id`	Unknown	PK
`user_id`	Unknown	PKFK
`system_role_id`	Unknown	FK
`team_id`	Unknown	FK
`updated_by_id`	Unknown	FK
`created`	Unknown
`deleted`	Unknown
`end_time`	Unknown
`generated_version`	Unknown
`is_published`	Unknown
`is_working_version`	Unknown
`modified`	Unknown
`name`	Unknown
`run_at`	Unknown
`run_roster_configuration_business_role`	Json
`run_roster_configuration_id`	Unknown
`run_roster_configuration_name`	Unknown
`run_roster_configuration_timezone`	Unknown
`start_time`	Unknown
`tags`	Json
`uid`	Unknown
`updated_at`	Unknown
`version`	Unknown

business_role

Column	Type	Keys
`id`	Unknown	PK
`created_at`	Unknown
`description`	Unknown
`name`	Unknown
`organisation_id`	Unknown
`uid`	Unknown
`updated_at`	Unknown
`version`	Unknown

schedule_performance_metric

Column	Type	Keys
`date`	Unknown	PK
`team_id`	Unknown	PKFK
`user_id`	Unknown	PKFK
`actual_after_call_work_time_actual_hours`	Unknown
`actual_available_time_actual_hours`	Unknown
`actual_paid_tasks_actual_hours`	Unknown
`actual_productive_tasks_actual_hours`	Unknown
`actual_utilisation_percentage_actual_hours`	Unknown
`adherence_percentage_adherence`	Unknown
`from_date`	String
`interval`	Unknown
`ooap_without_exception_duration_adherence`	Unknown
`planned_leave_duration_leave`	Unknown
`planned_leave_percentage_leave`	Unknown
`planned_task_duration_actual_hours`	Unknown
`rostered_available_time_rostered_hours`	Unknown
`rostered_paid_shrinkage_duration_rostered_hours`	Unknown
`rostered_paid_tasks_rostered_hours`	Unknown
`rostered_productive_tasks_rostered_hours`	Unknown
`rostered_shrinkage_duration_rostered_hours`	Unknown
`rostered_total_tasks_rostered_hours`	Unknown
`rostered_utilisation_percentage_rostered_hours`	Unknown
`to_date`	String
`total_actual_tasks_actual_hours`	Unknown
`total_leave`	Unknown
`unplanned_task_duration_actual_hours`	Unknown

user_performance_metric

Column	Type	Keys
`date`	Unknown	PK
`team_id`	Unknown	PKFK
`user_id`	Unknown	PKFK
`from_date`	String
`interval`	Unknown
`number_of_interactions_all`	Unknown
`number_of_interactions_chat`	Unknown
`number_of_interactions_inbound_phone`	Unknown
`number_of_interactions_outbound_phone`	Unknown
`number_of_interactions_ticket`	Unknown
`to_date`	String
`total_interaction_handle_time_all`	Unknown
`total_interaction_handle_time_chat`	Unknown
`total_interaction_handle_time_inbound_phone`	Unknown
`total_interaction_handle_time_outbound_phone`	Unknown
`total_interaction_handle_time_ticket`	Unknown

team_agent_metrics

Column	Type	Keys
`index`	Unknown	PK
`team_id`	Unknown	PKFK
`data_type`	Unknown
`field`	Unknown
`name`	Unknown
`post_fix`	Unknown
`target_comparator`	Unknown
`target_value`	Unknown

team_metrics

Column	Type	Keys
`index`	Unknown	PK
`team_id`	Unknown	PKFK
`data_type`	Unknown
`field`	Unknown
`name`	Unknown
`post_fix`	Unknown
`target_comparator`	Unknown
`target_value`	Unknown

team_business_performance_metrics

Column	Type	Keys
`index`	Unknown	PK
`team_id`	Unknown	PKFK
`field`	Unknown
`name`	Unknown
`post_fix`	Unknown
`target_comparator`	Unknown

team

Column	Type	Keys
`id`	Unknown	PK
`leader_id`	Unknown	FK
`manager_id`	Unknown	FK
`agents`	Json
`associated_workstream`	Json
`created`	Unknown
`deleted_at`	Unknown
`description`	Unknown
`feature_configure_agent_preference_enabled`	Unknown
`feature_configure_agent_preferred_working_day_off_enabled`	Unknown
`feature_configure_agent_preferred_working_time_enabled`	Unknown
`feature_configure_agent_preferred_workload_enabled`	Unknown
`feature_configure_allow_agents_to_view_peer_team`	Unknown
`feature_configure_leave_request_auto_approval`	Unknown
`feature_configure_leave_request_enabled`	Unknown
`feature_configure_leave_request_locked_days`	Unknown
`feature_configure_retrospective_summary_enabled`	Unknown
`feature_configure_retrospective_summary_frequency_unit`	Unknown
`feature_configure_retrospective_summary_frequency_value`	Unknown
`feature_configure_shift_swap_locked_days`	Unknown
`modified`	Unknown
`name`	Unknown
`organisation_id`	Unknown
`parent_group_name`	Unknown
`parent_id`	Unknown
`timezone`	Unknown
`type`	Unknown
`uid`	Unknown
`updated_at`	Unknown
`version`	Unknown

user_availability_week

Column	Type	Keys
`index`	Unknown	PK
`user_id`	Unknown	PKFK
`contract_week_hours_value_max`	Unknown
`contract_week_hours_value_min`	Unknown
`friday_duration_in_mins`	Unknown
`friday_end_time`	Unknown
`friday_is_available`	Unknown
`friday_is_end_time_next_day`	Unknown
`friday_start_time`	Unknown
`monday_duration_in_mins`	Unknown
`monday_end_time`	Unknown
`monday_is_available`	Unknown
`monday_is_end_time_next_day`	Unknown
`monday_start_time`	Unknown
`saturday_duration_in_mins`	Unknown
`saturday_end_time`	Unknown
`saturday_is_available`	Unknown
`saturday_is_end_time_next_day`	Unknown
`saturday_start_time`	Unknown
`sunday_duration_in_mins`	Unknown
`sunday_end_time`	Unknown
`sunday_is_available`	Unknown
`sunday_is_end_time_next_day`	Unknown
`sunday_start_time`	Unknown
`thursday_duration_in_mins`	Unknown
`thursday_end_time`	Unknown
`thursday_is_available`	Unknown
`thursday_is_end_time_next_day`	Unknown
`thursday_start_time`	Unknown
`tuesday_duration_in_mins`	Unknown
`tuesday_end_time`	Unknown
`tuesday_is_available`	Unknown
`tuesday_is_end_time_next_day`	Unknown
`tuesday_start_time`	Unknown
`wednesday_duration_in_mins`	Unknown
`wednesday_end_time`	Unknown
`wednesday_is_available`	Unknown
`wednesday_is_end_time_next_day`	Unknown
`wednesday_start_time`	Unknown

user_integration

Column	Type	Keys
`index`	Unknown	PK
`user_id`	Unknown	PKFK
`alias`	Unknown
`id`	Unknown
`name`	Unknown
`uid`	Unknown

user_role

Column	Type	Keys
`id`	Unknown	PKFK
`user_id`	Unknown	PKFK

user_leave_configuration_default_duration_week

Column	Type	Keys
`index`	Unknown	PK
`user_id`	Unknown	PKFK
`friday_duration_in_mins`	Unknown
`friday_is_available`	Unknown
`friday_start_time`	Unknown
`monday_duration_in_mins`	Unknown
`monday_is_available`	Unknown
`monday_start_time`	Unknown
`saturday_duration_in_mins`	Unknown
`saturday_is_available`	Unknown
`saturday_start_time`	Unknown
`sunday_duration_in_mins`	Unknown
`sunday_is_available`	Unknown
`sunday_start_time`	Unknown
`thursday_duration_in_mins`	Unknown
`thursday_is_available`	Unknown
`thursday_start_time`	Unknown
`tuesday_duration_in_mins`	Unknown
`tuesday_is_available`	Unknown
`tuesday_start_time`	Unknown
`wednesday_duration_in_mins`	Unknown
`wednesday_is_available`	Unknown
`wednesday_start_time`	Unknown

user_tag

Column	Type	Keys
`index`	Unknown	PK
`user_id`	Unknown	PKFK
`text`	Unknown

users

Column	Type	Keys
`id`	Unknown	PK
`system_role_id`	Unknown	FK
`team_id`	Unknown	FK
`availability_first_week_start_at`	Unknown
`availability_repeat_period_in_weeks`	Unknown
`contract_employment_category`	Unknown
`contract_max_consecutive_shifts`	Unknown
`contract_seniority`	Unknown
`contract_shift_gap_value`	Unknown
`contract_week_hours_type`	Unknown
`contract_week_hours_value_max`	Unknown
`contract_week_hours_value_min`	Unknown
`contract_week_shift_type`	Unknown
`contract_week_shifts_value_max`	Unknown
`contract_week_shifts_value_min`	Unknown
`created`	Unknown
`email`	Unknown
`employee_id`	Unknown
`end_at`	Unknown
`first_name`	Unknown
`is_active`	Unknown
`last_name`	Unknown
`leave_configuration_calendar_id`	Unknown
`leave_configuration_calendar_name`	Unknown
`leave_configuration_default_leave_duration_repeat_period_in_weeks`	Unknown
`leave_configuration_uid`	Unknown
`location_id`	Unknown
`location_name`	Unknown
`location_uid`	Unknown
`mobile`	Unknown
`modified`	Unknown
`organisation_id`	Unknown
`pay_rates`	Json
`permission`	Json
`preferred_days_off`	Json
`preferred_start_times`	Json
`preferred_workloads`	Json
`start_at`	Unknown
`timezone`	Unknown
`uid`	Unknown
`updated_at`	Unknown
`user_template`	Json
`version`	Unknown
`event_participation_`

task_definition_business_role

Column	Type	Keys
`index`	Unknown	PK
`task_definition_id`	Unknown	PKFK
`business_role`	Unknown	FK

task_definition_workstream

Column	Type	Keys
`id`	Unknown	PKFK
`task_definition_id`	Unknown	PKFK

task_definition

Column	Type	Keys
`id`	Unknown	PK
`additional_hours_override`	Unknown
`adherence_equivalent_task`	Json
`category_id`	Unknown
`category_name`	Unknown
`colour`	Unknown
`default_duration`	Unknown
`deleted_at`	Unknown
`description`	Unknown
`disable_handle_timeclock`	Unknown
`hide_leave_in_agent_view`	Unknown
`identifier`	Unknown
`include_in_timeoff_limit`	Unknown
`information`	Unknown
`is_after_callwork`	Unknown
`is_available`	Unknown
`is_available_occupancy`	Unknown
`is_break`	Unknown
`is_default_workload_task`	Unknown
`is_identifier_reg_ex`	Unknown
`is_leave`	Unknown
`is_logout`	Unknown
`is_merge_allowed`	Unknown
`is_paid`	Unknown
`is_planned`	Unknown
`is_productive`	Unknown
`is_read_only`	Unknown
`is_shift_swap_allowed`	Unknown
`name`	Unknown
`notification_approve`	Unknown
`notification_auto_approve`	Unknown
`notification_cancel`	Unknown
`notification_edit`	Unknown
`notification_reject`	Unknown
`notification_submit`	Unknown
`workload_channel`	Unknown

system_role_permission

Column	Type	Keys
`index`	Unknown	PK
`system_role_id`	Unknown	PKFK
`permission`	Unknown

system_role

Column	Type	Keys
`id`	Unknown	PK
`category`	Unknown
`description`	Unknown
`name`	Unknown
`organisation_id`	Unknown
`type`	Unknown
`uid`	Unknown
`version`	Unknown

schedule_metrics_channel

Column	Type	Keys
`index`	Unknown	PK
`schedule_metrics_date`	Unknown	PKFK
`actual_additional_hours_shift_count`	Unknown
`actual_adherence_exception_duration`	Unknown
`actual_adherence_percentage`	Unknown
`actual_after_call_work_duration`	Unknown
`actual_available_duration`	Unknown
`actual_conformance_percentage`	Unknown
`actual_end_time_variance_duration`	Unknown
`actual_finish_early_impact_duration`	Unknown
`actual_finished_early_count`	Unknown
`actual_finished_early_or_late_count`	Unknown
`actual_finished_early_percentage`	Unknown
`actual_finished_late_count`	Unknown
`actual_finished_late_percentage`	Unknown
`actual_leave_duration`	Unknown
`actual_out_of_adherence_duration`	Unknown
`actual_paid_duration`	Unknown
`actual_paid_shrinkage_duration`	Unknown
`actual_planned_duration`	Unknown
`actual_productive_duration`	Unknown
`actual_punctuality_percentage`	Unknown
`actual_shift_count`	Unknown
`actual_shrinkage_duration`	Unknown
`actual_shrinkage_percentage`	Unknown
`actual_standard_hours_shift_count`	Unknown
`actual_start_early_percentage`	Unknown
`actual_start_late_impact_duration`	Unknown
`actual_start_late_percentage`	Unknown
`actual_start_time_variance_duration`	Unknown
`actual_started_early_count`	Unknown
`actual_started_late_count`	Unknown
`actual_total_duration`	Unknown
`actual_total_punctuality_variance_duration`	Unknown
`actual_unplanned_duration`	Unknown
`actual_utilisation_percentage`	Unknown
`channel`	Unknown
`rostered_available_duration`	Unknown
`rostered_available_duration_to_now`	Unknown
`rostered_leave_duration`	Unknown
`rostered_paid_duration`	Unknown
`rostered_paid_leave_duration`	Unknown
`rostered_paid_shrinkage_duration`	Unknown
`rostered_planned_duration`	Unknown
`rostered_planned_leave_duration`	Unknown
`rostered_planned_paid_leave_duration`	Unknown
`rostered_productive_duration`	Unknown
`rostered_shrinkage_duration`	Unknown
`rostered_total_duration`	Unknown
`rostered_total_overtime_premier`	Unknown
`rostered_total_task_duration_to_now`	Unknown
`rostered_unplanned_leave_duration`	Unknown
`rostered_unplanned_paid_leave_duration`	Unknown
`rostered_utilisation_percentage`	Unknown

schedule_metrics

Column	Type	Keys
`date`	Unknown	PK
`actual_additional_hours_shift_count`	Unknown
`actual_adherence_exception_duration`	Unknown
`actual_adherence_percentage`	Unknown
`actual_after_call_work_duration`	Unknown
`actual_available_duration`	Unknown
`actual_conformance_percentage`	Unknown
`actual_end_time`	Unknown
`actual_end_time_variance_duration`	Unknown
`actual_finish_early_impact_duration`	Unknown
`actual_finished_early_count`	Unknown
`actual_finished_early_or_late_count`	Unknown
`actual_finished_early_percentage`	Unknown
`actual_finished_late_count`	Unknown
`actual_finished_late_percentage`	Unknown
`actual_leave_duration`	Unknown
`actual_out_of_adherence_duration`	Unknown
`actual_paid_duration`	Unknown
`actual_paid_shrinkage_duration`	Unknown
`actual_planned_duration`	Unknown
`actual_productive_duration`	Unknown
`actual_punctuality_percentage`	Unknown
`actual_shift_count`	Unknown
`actual_shrinkage_duration`	Unknown
`actual_shrinkage_percentage`	Unknown
`actual_standard_hours_shift_count`	Unknown
`actual_start_early_percentage`	Unknown
`actual_start_late_impact_duration`	Unknown
`actual_start_late_percentage`	Unknown
`actual_start_time`	Unknown
`actual_start_time_variance_duration`	Unknown
`actual_started_early_count`	Unknown
`actual_started_late_count`	Unknown
`actual_total_duration`	Unknown
`actual_total_punctuality_variance_duration`	Unknown
`actual_unplanned_duration`	Unknown
`actual_utilisation_percentage`	Unknown
`end_time_variance`	Unknown
`rostered_available_duration`	Unknown
`rostered_available_duration_to_now`	Unknown
`rostered_end_time`	Unknown
`rostered_leave_duration`	Unknown
`rostered_paid_duration`	Unknown
`rostered_paid_leave_duration`	Unknown
`rostered_paid_shrinkage_duration`	Unknown
`rostered_planned_duration`	Unknown
`rostered_planned_leave_duration`	Unknown
`rostered_planned_paid_leave_duration`	Unknown
`rostered_productive_duration`	Unknown
`rostered_shrinkage_duration`	Unknown
`rostered_start_time`	Unknown
`rostered_total_duration`	Unknown
`rostered_total_overtime_premier`	Unknown
`rostered_total_task_duration_to_now`	Unknown
`rostered_unplanned_leave_duration`	Unknown
`rostered_unplanned_paid_leave_duration`	Unknown
`rostered_utilisation_percentage`	Unknown
`start_time_variance`	Unknown
`team_name`	Unknown

workstream_agent_metrics_channel

Column	Type	Keys
`index`	Unknown	PK
`workstream_agent_metrics_date`	Unknown	PKFK
`average_chat_handle_time`	Unknown
`average_first_solved_handle_time`	Unknown
`average_hold_time`	Unknown
`average_inbound_hold_time`	Unknown
`average_inbound_talk_time`	Unknown
`average_inbound_wait_time`	Unknown
`average_inbound_wrap_time`	Unknown
`average_outbound_handle_time`	Unknown
`average_outbound_hold_time`	Unknown
`average_outbound_talk_time`	Unknown
`average_outbound_wait_time`	Unknown
`average_outbound_wrap_time`	Unknown
`average_phone_handle_time`	Unknown
`average_quality_score`	Unknown
`average_talk_time`	Unknown
`average_total_handle_time`	Unknown
`average_total_handle_time_v_2`	Unknown
`average_total_inbound_handle_time`	Unknown
`average_total_outbound_handle_time`	Unknown
`average_touch_time`	Unknown
`average_touches`	Unknown
`average_wait_time`	Unknown
`average_wrap_time`	Unknown
`averge_handle_time`	Unknown
`channel`	Unknown
`declined_calls`	Unknown
`declined_calls_percentage`	Unknown
`first_interaction_resolution`	Unknown
`handled_calls`	Unknown
`handled_calls_percentage`	Unknown
`missed_calls`	Unknown
`missed_calls_percenatge`	Unknown
`missed_chats_percentage`	Unknown
`positive_csat_percentage`	Unknown
`reopen_rate`	Unknown
`skipped_tickets`	Unknown
`skipped_tickets_percentage`	Unknown
`total_accepted_chats`	Unknown
`total_assigned_chats`	Unknown
`total_chat_first_reply_completed`	Unknown
`total_chat_handle_time`	Unknown
`total_chat_interaction_handle_time`	Unknown
`total_chat_interactions`	Unknown
`total_csat_responses`	Unknown
`total_first_answer_handle_time_occupancy`	Unknown
`total_first_interaction`	Unknown
`total_first_reply_completed`	Unknown
`total_first_solved_completed`	Unknown
`total_first_solved_handle_time`	Unknown
`total_handle_time`	Unknown
`total_handle_time_v_2`	Unknown
`total_hold_time`	Unknown
`total_inbound_handle_time`	Unknown
`total_inbound_hold_time`	Unknown
`total_inbound_phone_first_reply_completed`	Unknown
`total_inbound_phone_interactions`	Unknown
`total_inbound_talk_time`	Unknown
`total_inbound_wait_time`	Unknown
`total_inbound_workstreams_handled`	Unknown
`total_inbound_wrap_time`	Unknown
`total_interactions`	Unknown
`total_missed_chats`	Unknown
`total_number_of_touches`	Unknown
`total_outbound_handle_time`	Unknown
`total_outbound_hold_time`	Unknown
`total_outbound_phone_first_reply_completed`	Unknown
`total_outbound_phone_interactions`	Unknown
`total_outbound_talk_time`	Unknown
`total_outbound_wait_time`	Unknown
`total_outbound_workstreams_handled`	Unknown
`total_outbound_wrap_time`	Unknown
`total_phone_first_reply_completed`	Unknown
`total_phone_handle_time`	Unknown
`total_positive_csat_responses`	Unknown
`total_private_comments`	Unknown
`total_public_comments`	Unknown
`total_quality_responses`	Unknown
`total_quality_scores`	Unknown
`total_reassigns`	Unknown
`total_reopens`	Unknown
`total_replies`	Unknown
`total_resolutions`	Unknown
`total_resolved`	Unknown
`total_self_assigned_chats`	Unknown
`total_talk_time`	Unknown
`total_touch_time`	Unknown
`total_touch_time_post_first_answer`	Unknown
`total_wait_time`	Unknown
`total_workstreams`	Unknown
`total_workstreams_handled`	Unknown
`total_wrap_time`	Unknown

workstream_agent_metrics

Column	Type	Keys
`date`	Unknown	PK
`average_chat_handle_time`	Unknown
`average_first_solved_handle_time`	Unknown
`average_hold_time`	Unknown
`average_inbound_hold_time`	Unknown
`average_inbound_talk_time`	Unknown
`average_inbound_wait_time`	Unknown
`average_inbound_wrap_time`	Unknown
`average_outbound_handle_time`	Unknown
`average_outbound_hold_time`	Unknown
`average_outbound_talk_time`	Unknown
`average_outbound_wait_time`	Unknown
`average_outbound_wrap_time`	Unknown
`average_phone_handle_time`	Unknown
`average_quality_score`	Unknown
`average_talk_time`	Unknown
`average_total_handle_time`	Unknown
`average_total_handle_time_v_2`	Unknown
`average_total_inbound_handle_time`	Unknown
`average_total_outbound_handle_time`	Unknown
`average_touch_time`	Unknown
`average_touches`	Unknown
`average_wait_time`	Unknown
`average_wrap_time`	Unknown
`averge_handle_time`	Unknown
`declined_calls`	Unknown
`declined_calls_percentage`	Unknown
`first_interaction_resolution`	Unknown
`handled_calls`	Unknown
`handled_calls_percentage`	Unknown
`missed_calls`	Unknown
`missed_calls_percenatge`	Unknown
`missed_chats_percentage`	Unknown
`positive_csat_percentage`	Unknown
`reopen_rate`	Unknown
`skipped_tickets`	Unknown
`skipped_tickets_percentage`	Unknown
`total_accepted_chats`	Unknown
`total_assigned_chats`	Unknown
`total_chat_first_reply_completed`	Unknown
`total_chat_handle_time`	Unknown
`total_chat_interaction_handle_time`	Unknown
`total_chat_interactions`	Unknown
`total_csat_responses`	Unknown
`total_first_answer_handle_time_occupancy`	Unknown
`total_first_interaction`	Unknown
`total_first_reply_completed`	Unknown
`total_first_solved_completed`	Unknown
`total_first_solved_handle_time`	Unknown
`total_handle_time`	Unknown
`total_handle_time_v_2`	Unknown
`total_hold_time`	Unknown
`total_inbound_handle_time`	Unknown
`total_inbound_hold_time`	Unknown
`total_inbound_phone_first_reply_completed`	Unknown
`total_inbound_phone_interactions`	Unknown
`total_inbound_talk_time`	Unknown
`total_inbound_wait_time`	Unknown
`total_inbound_workstreams_handled`	Unknown
`total_inbound_wrap_time`	Unknown
`total_interactions`	Unknown
`total_missed_chats`	Unknown
`total_number_of_touches`	Unknown
`total_outbound_handle_time`	Unknown
`total_outbound_hold_time`	Unknown
`total_outbound_phone_first_reply_completed`	Unknown
`total_outbound_phone_interactions`	Unknown
`total_outbound_talk_time`	Unknown
`total_outbound_wait_time`	Unknown
`total_outbound_workstreams_handled`	Unknown
`total_outbound_wrap_time`	Unknown
`total_phone_first_reply_completed`	Unknown
`total_phone_handle_time`	Unknown
`total_positive_csat_responses`	Unknown
`total_private_comments`	Unknown
`total_public_comments`	Unknown
`total_quality_responses`	Unknown
`total_quality_scores`	Unknown
`total_reassigns`	Unknown
`total_reopens`	Unknown
`total_replies`	Unknown
`total_resolutions`	Unknown
`total_resolved`	Unknown
`total_self_assigned_chats`	Unknown
`total_talk_time`	Unknown
`total_touch_time`	Unknown
`total_touch_time_post_first_answer`	Unknown
`total_wait_time`	Unknown
`total_workstreams`	Unknown
`total_workstreams_handled`	Unknown
`total_wrap_time`	Unknown

workstream_interaction

Column	Type	Keys
`id`	Unknown	PK
`user_id`	Unknown	FK
`agent_alias`	Unknown
`completion_status`	Unknown
`conference_from`	Unknown
`conference_time_secs`	Unknown
`conference_to`	Unknown
`consultation_from`	Unknown
`consultation_time`	Unknown
`consultation_to`	Unknown
`contact_identifier`	Unknown
`description`	Unknown
`end_time`	Unknown
`hold_time_secs`	Unknown
`identifier`	Unknown
`is_private_comment`	Unknown
`is_public_comment`	Unknown
`is_reassign`	Unknown
`is_status_change`	Unknown
`is_transfer`	Unknown
`source_type_identifier`	Unknown
`start_time`	Unknown
`status_change_from`	Unknown
`status_change_to`	Unknown
`talk_time_secs`	Unknown
`type`	Unknown
`updated_at`	Unknown
`wait_time_secs`	Unknown
`work_effort_secs`	Unknown
`workstream_identifier`	Unknown
`wrap_time_secs`	Unknown

contact

Column	Type	Keys
`id`	Unknown	PK
`agent_alias`	Unknown
`channel`	Unknown
`consultation_time_secs`	Unknown
`created_at`	Unknown
`end_time`	Unknown
`hold_time_secs`	Unknown
`organisation_id`	Unknown
`outcome`	Unknown
`start_time`	Unknown
`talk_time_secs`	Unknown
`type`	Unknown
`updated_at`	Unknown
`wait_time_secs`	Unknown
`work_effort_secs`	Unknown
`workstream_identifier`	Unknown
`wrap_time_secs`	Unknown

workstream_metrics

Column	Type	Keys
`_fivetran_id`	String	PK
`abandoned_rate`	Unknown
`average_agent_first_reply_handle_time`	Unknown
`average_first_reply_handle_time`	Unknown
`average_first_resolution_handle_time`	Unknown
`average_first_resolution_time`	Unknown
`average_handle_time`	Unknown
`average_quality_score`	Unknown
`average_speed_to_answer`	Unknown
`average_wait_time`	Unknown
`csat_response_rate`	Unknown
`end_time`	String
`first_interaction_resolution`	Unknown
`max_wait_time`	Unknown
`positive_csat_percentage`	Unknown
`reopen_rate`	Unknown
`service_level`	Unknown
`start_time`	String
`total`	Unknown
`total_abandoned`	Unknown
`total_assignments`	Unknown
`total_average_interaction_duration`	Unknown
`total_average_interactions`	Unknown
`total_completed`	Unknown
`total_completed_wait_time`	Unknown
`total_csat_offered`	Unknown
`total_csat_responses`	Unknown
`total_csat_score`	Unknown
`total_first_answer_interactions`	Unknown
`total_first_interaction`	Unknown
`total_first_reply_handle_time`	Unknown
`total_first_resolution_handle_time`	Unknown
`total_first_resolution_time`	Unknown
`total_handle_time`	Unknown
`total_inbound`	Unknown
`total_inbound_completed`	Unknown
`total_interactions`	Unknown
`total_meeting_service_level`	Unknown
`total_outbound`	Unknown
`total_outbound_completed`	Unknown
`total_positive_csat_responses`	Unknown
`total_private_comments`	Unknown
`total_public_comments`	Unknown
`total_quality_responses`	Unknown
`total_quality_scores`	Unknown
`total_reassigns`	Unknown
`total_reopens`	Unknown
`total_replies`	Unknown
`total_resolved`	Unknown
`total_service_level_inbound`	Unknown
`total_short_abandoned`	Unknown
`total_touch_time`	Unknown
`total_touches`	Unknown
`total_wait_time`	Unknown

work_activity_task

Column	Type	Keys
`id`	Unknown	PK
`task_id`	Unknown	FK
`team_id`	Unknown	FK
`user_id`	Unknown	FK
`created_at`	Unknown
`end_time`	Unknown
`integration_alias`	Unknown
`is_break`	Unknown
`is_leave`	Unknown
`is_paid`	Unknown
`is_productive`	Unknown
`shift_data_id`	Unknown
`shift_id`	Unknown
`start_time`	Unknown
`task_identifier`	Unknown
`updated_at`	Unknown

workstream

Column	Type	Keys
`id`	Unknown	PK
`agent_alias`	Unknown
`agent_name`	Unknown
`average_quality_score`	Unknown
`channel`	Unknown
`closed_time`	Unknown
`colour`	Unknown
`csat_score`	Unknown
`direction`	Unknown
`end_time`	Unknown
`external_interaction_identifier`	Unknown
`first_answered_team`	Unknown
`first_resolution_handle_time_secs`	Unknown
`first_resolution_time`	Unknown
`first_resolution_time_secs`	Unknown
`first_solved_team`	Unknown
`handle_time`	Unknown
`hold_time`	Unknown
`identifier`	Unknown
`interactions`	Unknown
`is_abandoned`	Unknown
`name`	Unknown
`private_comments`	Unknown
`public_comments`	Unknown
`reassigns`	Unknown
`reopens`	Unknown
`replies`	Unknown
`resolved_by_agent_alias`	Unknown
`source_type_identifier`	Unknown
`start_time`	Unknown
`talk_time`	Unknown
`total_handle_time`	Unknown
`total_quality_responses`	Unknown
`touch_time`	Unknown
`touches`	Unknown
`wait_time`	Unknown
`workstream_id`	Unknown
`wrap_time`	Unknown