# Playvox Workforce Management schema ERD

Table and field reference for the Fivetran Playvox Workforce Management connector.

## Table & Field Reference

### shift_task

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| shift_uid | Unknown | PK, FK |
| 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 | PK, FK |
| changed_by_id | Unknown | FK |
| changed_date | Unknown |  |
| changed_type | Unknown |  |
| changes | Json |  |

### roster_team

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK, FK |
| roster_id | Unknown | PK, FK |

### roster_shift

| Column | Type | Keys |
| --- | --- | --- |
| roster_id | Unknown | PK, FK |
| uid | Unknown | PK, FK |

### roster

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| user_id | Unknown | PK, FK |
| 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 |
| --- | --- | --- |
| team_id | Unknown | PK, FK |
| user_id | Unknown | PK, FK |
| 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 |  |
| date | 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 |
| --- | --- | --- |
| team_id | Unknown | PK, FK |
| user_id | Unknown | PK, FK |
| date | Unknown |  |
| 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 | PK, FK |
| 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 | PK, FK |
| 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 | PK, FK |
| 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 | PK, FK |
| 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 |  |
| week_index | Unknown |  |

### user_integration

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| user_id | Unknown | PK, FK |
| alias | Unknown |  |
| id | Unknown |  |
| name | Unknown |  |
| uid | Unknown |  |

### user_role

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

### user_leave_configuration_default_duration_week

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| user_id | Unknown | PK, FK |
| 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 | PK, FK |
| 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 | PK, FK |
| business_role | Unknown | FK |

### task_definition_workstream

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK, FK |
| task_definition_id | Unknown | PK, FK |

### 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 | PK, FK |
| 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 | PK, FK |
| 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 | PK, FK |
| 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 |  |

## Relationships

- shift_task(task_type_id) → task_definition(id)
- shift_task(shift_uid) → shift(uid)
- shift(user_id) → users(id)
- shift(workload_task_id) → task_definition(id)
- shift(changed_by_user_id) → users(id)
- roster_change_log(changed_by_id) → users(id)
- roster_change_log(roster_id) → roster(id)
- roster_team(id) → team(id)
- roster_team(roster_id) → roster(id)
- roster_shift(uid) → shift(uid)
- roster_shift(roster_id) → roster(id)
- roster(updated_by_id) → users(id)
- roster(user_id) → users(id)
- roster(system_role_id) → system_role(id)
- roster(team_id) → team(id)
- schedule_performance_metric(user_id) → users(id)
- schedule_performance_metric(team_id) → team(id)
- user_performance_metric(user_id) → users(id)
- user_performance_metric(team_id) → team(id)
- team_agent_metrics(team_id) → team(id)
- team_metrics(team_id) → team(id)
- team_business_performance_metrics(team_id) → team(id)
- team(manager_id) → users(id)
- team(leader_id) → users(id)
- user_availability_week(user_id) → users(id)
- user_integration(user_id) → users(id)
- user_role(id) → business_role(id)
- user_role(user_id) → users(id)
- user_leave_configuration_default_duration_week(user_id) → users(id)
- user_tag(user_id) → users(id)
- users(system_role_id) → system_role(id)
- users(team_id) → team(id)
- task_definition_business_role(business_role) → business_role(id)
- task_definition_business_role(task_definition_id) → task_definition(id)
- task_definition_workstream(id) → workstream(id)
- task_definition_workstream(task_definition_id) → task_definition(id)
- system_role_permission(system_role_id) → system_role(id)
- schedule_metrics_channel(schedule_metrics_date) → schedule_metrics(date)
- workstream_agent_metrics_channel(workstream_agent_metrics_date) → workstream_agent_metrics(date)
- workstream_interaction(user_id) → users(id)
- work_activity_task(user_id) → users(id)
- work_activity_task(task_id) → task_definition(id)
- work_activity_task(team_id) → team(id)