In case you’d like to access your own raw Service Cloud Agent Inbox data to connect to your internal BI, you can ask your Customer Success Manager or Support for this access. This requires an Agent Inbox Pro subscription.
**The data in your DWH will be synced once every 5 minutes for most datapoints, with a small subset being realtime.
All date/times fields in the tables described are in UTC.
In the following chapters, all tables and fields will be shown with the relevant information.
If you log into your data warehouse and see tables that have not been documented here, they are meant for other purposes or are at end-of-life. Therefore, we advise you not to use them.
Please note that our Customer Success Team can share with you some best practices on how to get the most out of your data, however we do not offer support on what you do and build with this data.
Happy building!
| Field | Description |
|---|
| UniqueId | Primary key |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Name | Name of the category |
| Field | Description |
|---|
| UniqueId | Primary key |
| Channel_Id | Foreign key to Channels |
| ChannelType | The name of the channel type (offline or instant) |
| CreationDateTime | The date and time when the record was created in our database |
| ExternalIdentifier | The name of the channel which is used by the API to identify the channel |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Name | The name of the channel |
| Field | Description |
|---|
| Id | Primary Key |
| ChannelName | The name of the channel |
| CreationDateTime | The date and time when the record was created in our database |
| IsCustomChannel | Indicates whether the channel is custom (true or false) |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Field | Description |
|---|
| UniqueId | Primary key |
| Action | The name of the action. Consists of: Archive, BulkActionOpen, BulkActionClose, MarkAsUnwanted, MoveToInbox, NewMessage, NewConversation, ReOpen, Snooze, StartDecreaseWorkload, TagAdded, TagDeleted, UnSnooze, or WinMessage |
| ActionDateTime | The date and time when an action was executed |
| Conversation_UniqueId | Foreign key to Conversations |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Field | Description |
|---|
| UniqueId | Primary key |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Field | Description | Realtime |
|---|
| UniqueId | Primary key | ✔ |
| AcquisitionDate | The date the conversation contributed to acquisition | |
| AnswerDateTime | The date when the MSC user has answered the last message of the relation | ✔ |
| AnswerState | Indicates whether the initial written message on the external side in the agent inbox is too late or not (based on the service level): OnTime or TooLate. Be aware that the Answer State will be logged for the channel Phone, in case a note is written on the external side. | ✔ |
| ArchiveDateTime | The latest date a user archived the conversation | ✔ |
| ArchivePersonUniqueId | The user that was the last one to archive the conversation | |
| Category_UniqueId | Foreign key to categories | |
| CreationDateTime | The date and time when the record was created in our database | ✔ |
| Evaluation_Id | 1= unwanted mailbox, 2 = normal inbox | |
| ExternalIdentifier | The external identifier to the equivalent of this conversation in external systems (e.g. the sessionId of the router-session or the callId of the Native Voice call with the relation) | |
| Guid | The unique guid which is being used in the widget | |
| InboxChannelId | The channelId which is being used in the inbox to show the correct icon | ✔ |
| InboxChannelType | The name of the channel type (offline or instant) | ✔ |
| InboxCustomerSince | The date since the relation is known in the order system | |
| InboxExternalIdentifier | Identifier of the customer (either email address or phone number) | |
| InboxOwnerPersonUniqueId | Foreign key to People (User), this is the owner of the conversation | ✔ |
| InboxNumberOfOrders | Total number of orders of the relation | |
| InboxSentiment | The sentiment of the relation: Negative, Neutral, or Positive | |
| InboxTotalRevenue | Total revenue of the relation | |
| InboxUserHasAnswered | Whether a user has answered the last message of the relation | |
| LastTagDateTime | The last date and time the conversation was tagged | |
| LastUpdatedDateTime | The date and time of the last change of the record | ✔ |
| LatestExternalMessageDateTime | The date and time of the last external message (relation or user) | |
| LinkedOrderNumbers | All order numbers that are linked to the conversation | |
| NativeVoiceState | The current state of the native voice call linked to this conversation | |
| Referrer | The URL or e-mail from where the conversation is started | |
| RetentionDate | The date the conversation contributed to retention | |
| ServiceLevelOrange | The date when the SLA turns orange | |
| ServiceLevelRed | The date when the SLA turns red | |
| SnoozeDateTime | The date and time of the moment when the conversation was snoozed | |
| SnoozeInInboxDateTime | The date and time the snoozed conversation will appear in the inbox again | |
| SnoozeServiceLevelRedDateTime | The date when the SLA turns red in combination with snooze | |
| SnoozeState | The snooze state: SnoozedConversationInInbox or ReSnoozeIsAvaillable | |
| StartDateTime | The StartDateTime is the date time of the first message that was sent, where the CreationDateTime is the time the conversation is created in the database. | |
| State | State of the conversation: Open, Archived, or Snoozed | ✔ |
| Subject | The subject of the conversation | |
| WebStore_UniqueId | Foreign key to Webstores. This field is dynamic and can be changed by agents. | ✔ |
| Field | Description |
|---|
| UniqueId | Primary key |
| Conversation_UniqueId | Foreign key to Conversations |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Name | The name of the field that holds the unique identifier to the customer profile in the customers' dynamic integration |
| Value | The value for the unique identifier to the customer profile in the customers' dynamic integration |
| Field | Description |
|---|
| UniqueId | Primary Key |
| Actor_UniqueId | Foreign key to people |
| Conversation_UniqueId | Foreign key to Conversations |
| CreationAction | NULL = unknown, 1 = manual, 2 = opt-out by rule-based trigger, 3 = opt-in by advanced trigger, 4= opt-out by advanced trigger |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change of the record |
| State | NULL = unknown, 1, = active, 2 = inactive |
| Tag_UniqueId | Foreign key to tags |
| Field | Description |
|---|
| UniqueId | Primary Key |
| CreationDateTime | The date and time when the record was created in our database |
| DayOfTheWeek | Monday, Tuesday, Wednesday Thursday, Friday, Saturday, or Sunday |
| FromTime | The opening time of the day |
| LastUpdatedDateTime | The date and time of the last change of the record |
| ToTime | The closing time of the day |
| ServiceHoursTemplate_UniqueId | Foreign key to serviceHoursTemplate |
| Field | Description |
|---|
| UniqueId | Primary key |
| Conversation_UniqueId | Used for system messages, the MSC user who executed the action |
| Channel_Id | Foreign key to Channel |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Line | The actual information log. This field provides information about the step in the routing process that is executed. Each step is a filters out users or calculates routing scores. Whenever a step has a result, the result is also included. The result is typically a list of Person_UniqueId's. |
| OperationId | The unique id of the routing operation |
| Field | Description | Realtime |
|---|
| UniqueId | Primary key | ✔ |
| Actor_UniqueId | Used for system messages, the MSC user who executed the action | |
| AutoMessageContent | The content of an auto message | |
| BccParticipants | The email addresses in the bcc | |
| CcParticipants | The email addresses in the cc | |
| ChannelAccount_UniqueId | Foreign key to ChannelAccounts | |
| CollaborationMode | Internal or External | |
| Content | The content of a message | |
| Conversation_UniqueId | Foreign key to Conversations | ✔ |
| ConversionMessageSentDateTime | The date and time of the last external agent message before the win-message took place. | |
| CreationDateTime | The date and time when the record was created in our database | ✔ |
| Discriminator | AttachmentNotAvailableMessage, Automessage, BulkActionSystemMessage, CallQueuedMessage, CallAcceptedMessage, CallClosedMessage, CallConnectedMessage, CallDisconnectedMessage, CallFailedMessage, CallOnHoldMessage, CallRecordingStartedMessage, CallRecordingStoppedMessage, CallRingingMessage, ClickableContentMessage, CoBrowseInvitationSystemMessage, ConnectedConversationSystemMessage, ConversationArchivedAdvancedRoutingSystemMessage, ConversationArchivedSystemMessage, ConversationForwardedSystemMessage, ConversationReopenedSystemMessage, ConversationReroutedSystemMessage, ConversionSystemMessage, DisconnectedConversationSystemMessage, LeaveConversationSystemMessage, ListPickerInteractiveReplyMessage, ListPickerMessage, LocationMessage, MissedCallMessage, OwnerAwaySystemMessage, OwnerChangedSystemMessage, ParticipationMessage, ParticipationRemovedSystemMessage, PhoneForwardedSystemMessage, PhoneParticipationMessage, ReplyButtonsInteractiveReplyMessage, ReplyButtonsMessage, StoryMentionMessage, StoryReplyMessage, SnoozeSystemMessage, TakeOwnershipSystemMessage, TemplateParticipationMessage, UnSnoozeSystemMessage, UnsupportedTypeMessage, ViewedProductMessage or WebStoreChangedSystemMessage | ✔ |
| IsPrivate | Whether the message is private (Twitter or Channel API). NULL = unknown, 0 = False, 1 = True | |
| LastUpdatedDateTime | The date and time of the last change of the record | ✔ |
| OrderId | The OrderId of the order shown in the win-message | |
| Origin_UniqueId | Used for system messages, the owner of the conversation before the action was executed | |
| Rating | Sad, Neutral, or Happy | |
| RatingDateTime | The date and time of the last rating | |
| Revenue | The revenue of the order shown in the win-message | |
| Scope | Internal or External | |
| Sender_UniqueId | Foreign key to participants, the sender of the message | |
| SenderWasOwner | Whether the sender also was the owner of the conversation | |
| SentDateTime | The date and time when the message was sent (don’t confuse this with CreationDateTime) | |
| Subject | The subject of the message | |
| Subject_UniqueId | Used for system messages, the new owner of the conversation after the action was executed | |
| ToParticipants | The email addresses in the to | |
This table is periodically cleaned up and only retains recent, transient data.
| Field | Description | Realtime |
|---|
| UniqueId | Primary key | ✔ |
| AgentId | Foreign key to People (User), this is the agent who is answered the call | ✔ |
| Created | The date and time when the record was created in our database | ✔ |
| State | The current state of the voice call | ✔ |
| Timestamp | Date and time of the last state change | ✔ |
| VoiceCallId | Foreign key to NV_VoiceCalls | ✔ |
| WebStoreId | Foreign key to Webstores | ✔ |
This table is periodically cleaned up and only retains recent, transient data.
| Field | Description | Realtime |
|---|
| UniqueId | Primary key | ✔ |
| AgentId | Foreign key to People (User), this is the agent who is answered the call | ✔ |
| ConversationId | Foreign key to Conversations | ✔ |
| Created | The date and time when the record was created in our database | ✔ |
| LastUpdated | The date and time of the last change of the record | ✔ |
| WebStoreId | Foreign key to Webstores. This field is dynamic and can be changed by agents. | ✔ |
This table is periodically cleaned up and only retains recent, transient data.
| Field | Description | Realtime |
|---|
| UniqueId | Primary key | ✔ |
| ActiveAgents | The number of agents currently active for native voice in this webstore | ✔ |
| Created | The date and time when the record was created in our database | ✔ |
| Modified | The date and time of the last change of the record | ✔ |
| WebStoreId | Foreign key to Webstores. This field is dynamic and can be changed by agents. | ✔ |
| Field | Description |
|---|
| UniqueId | Primary key |
| Conversation_UniqueId | Foreign key to Conversations |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Person_UniqueId | Foreign key to people (Relation, User, or ExternalCollaborationUser) |
| Status | Active or InActive |
| Field | Description |
|---|
| UniqueId | Primary key |
| Active | Whether this person's account is currently active |
| Avatar | The URL of the 40px users’ avatar |
| Avatar128 | The URL of the 128px users’ avatar |
| CreationDateTime | The date and time when the record was created in our database |
| Discriminator | Type of person (Relation, User or ExternalCollaboration-User) |
| EmailAddress | The Email Address of the person |
| ExternalIdentifier | The external identifier of the relation (e-mail, phone number etc.) |
| FirstName | The first name |
| LastName | The surname |
| LastUpdatedDateTime | The date and time of the last change of the record |
| MaxInstantConversations | The maximum queue size of chats for a user (Field was MaxChats) |
| MaxWaitingInstantConversations | The maximum queue size of chats for a user that is waiting for a first response (Field was MaxWaitingChats) |
| NativeVoicePresence | The person's presence status for native voice calls |
| UserEmailAddress | The emailaddress of the User |
| UserPresence | Automatic, Away, BusyMaxWaitingChats, BusyMaxChats, BusyOnThePhone, Offline, or Online |
| Field | Description |
|---|
| UniqueId | Primary key |
| Channel_Id | Foreign key to Channels |
| CreationDateTime | The date and time when the record was created in our database |
| ExternalIdentifier | The external identifier of the relation (e-mail, phone number etc.) |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Person_UniqueId | Foreign key to People (Relation) |
| PhoneNumber | In case of a phone channel, this indicates the phone number |
| ScreenName | The Twitter screen name |
| Field | Description |
|---|
| UniqueId | Primary key |
| AcquisitionCounter | The total number of acquisition orders of the day |
| AcquisitionProfit | The total profit of acquisition orders of the day |
| AcquisitionRevenue | The total revenue of acquisition orders of the day |
| DayIndicator | The linked day for the sales performance |
| Person_UniqueId | Foreign key to People (User) |
| RetentionCounter | The total number of retention orders of the day |
| RetentionProfit | The total profit of retention orders of the day |
| RetentionRevenue | The total revenue of retention orders of the day |
| Field | Description |
|---|
| Id | Primary key |
| Title | The display name of the status reason |
| Icon | The icon shown for this status reason |
| RerouteOnActivation | Whether a pop up will be shown to reroute conversations when this status reason is activated |
| Status | The presence status for this reason |
| VoiceStatus | The native voice status for this reason applies |
| Field | Description |
|---|
| UniqueId | Primary key |
| Active | Is the Tag Category active? True or False |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Name | Name of the category |
| Field | Description |
|---|
| UniqueId | Primary key |
| Active | If false, the tag is deleted |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change of the record |
| Name | The name of the tag |
| TagCategory_UniqueId | Foreign key to TagCategories |
| Field | Description |
|---|
| UniqueId | Primary key |
| Active | When false, the template has been deleted |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change in the record |
| ServiceLevelInMinutes | The time in minutes when the conversation turns red |
| TimeZoneId | The timezone that is selected when the conversation turns red |
| Field | Description | Realtime |
|---|
| UniqueId | Primary key | ✔ |
| Actor_UniqueId | Foreign key to People which indicates the user that caused the User presence to change. Whenever this field is empty, the system cause the change | |
| CreationDateTime | The date and time when the record was created in our database | ✔ |
| LastUpdatedDateTime | The date and time of the last change of the record | ✔ |
| Person_UniqueId | Foreign key to People | ✔ |
| NativeVoicePresence | Indication of the state for Native Voice. Possible values:
Active = Whenever the User wasn't in a Busy state, the User was available to receive calls
Inactive = User wasn't available to receive calls
Hindered = User selected Active but wasn't available to receive calls due to a technical or configuration problem (e.g. a network or a audio device configuration problem) | ✔ |
| Reason | The reason associated with this presence change | ✔ |
| UserPresence | User status in the app: Automatic, Away, BusyMaxWaitingChats, BusyMaxChats, BusyOnThePhone, Offline, or Online | ✔ |
| Field | Description |
|---|
| UniqueId | Primary key |
| Active | Indicates whether the webstore is active |
| AddressOne | First line of the address in the widget |
| AddressTwo | Second line of the address in the widget |
| CreationDateTime | The date and time when the record was creation in our database |
| DefaultStore | Indicates whether the webstore is the default webstore |
| LastUpdatedDateTime | The date and time of the last change to the record |
| OnlineIconUrlLarge | The image of the webstore |
| OnlineNotificationEmailReplyFromEmailAddress | The reply email address of the webstore |
| OnlineNotificationEmailReplyFromSenderName | The sender name of the webstore |
| OnlineNotificationEmailReturnUrl | The return URL of the webstore |
| PhoneNumber | Phone number in the widget |
| SelfServiceLanguage | The language of the widget |
| ServiceHoursTemplate_UniqueId | Foreign keys to templates |
| WebStoreName | The name of the webstore |
| Field | Description |
|---|
| UniqueId | Primary key |
| CreationDateTime | The date and time when the record was created in our database |
| LastUpdatedDateTime | The date and time of the last change of the record |
| User_UniqueId | Foreign key to People (User) |
| WebStore_UniqueId | Foreign key to Webstore |
| WebStoreOwner | Indicates whether the MSC user is the webstore owner |
