In case you’d like to access your own raw MSC 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.
Once you received your access credentials, you can log into your data warehouse in access mode. You are unable to see the tables in this access mode, but when you start writing a new query, it will automatically connect to the right tables.
The data in your DWH will be refreshed once every 24 hours, typically between 02:00 and 06:00 CET. In case you bought the MSC Wallboards and have them open, some tables (not all tables) will be refreshed every couple of seconds/minutes.
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 practises on how to get the most use out of your data, however we do not offer support on the raw data itself nor of what you do and build with this data.
Last but not least we have to inform you that we are working on a better DWH, this means that somewhere in the future the way of getting access might change.
Have fun with your data!
## Accounts (removed since 27-06-2025. Emailaddress can now be found in the People-table)
Field
Description
UniqueId
Primary Key
CreationDateTime
The date and time when the record was created in our database
EmailAddress
The email address of the MSC user
LastUpdatedDateTime
The date and time of the last change of the record
Categories
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
ChannelAccounts
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 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
ChannelType
The name of the channel type (offline or instant)
Channels
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)
LastUpdatedTime
The date and time of the last change of the record
ConversationActions
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
ConversationGroups
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
Conversations
Field
Description
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
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
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
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.
InboxOwnerPersonId
Foreign key to People (User), this is the owner of the conversation
TagId1 (through 10)
The Id’s of the tags allocated to the conversation
TagName1 (through 10)
The names of the tags allocated to the conversation
Evaluation_Id
1= unwanted mailbox, 2 = normal inbox
InboxExternalIdentifier
Identifier of the customer (either email address or phone number)
ConversationContexts
Field
Description
Conversation_UniqueId
Foreign key to Conversations
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
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 recordef
ConversationNativeVoiceData
deprecated
Field
Description
UniqueId
The unique id of the ConversationNativeVoiceData record
AnswerDateTime
The date/time the calling parties can hear each other at this given date/time. Outgoing call:the consumer picks up the phone. Incoming call: technical delay after accepting the call.
CallId
The unique id of the call. Used as reference to native VOICE
CallingDateTime
The date/time the connection is setup and the phone starts ringing at the consumer (outgoing call) or the agent accepted the call (incoming call).
CreationDateTime
The creation of the ConversationNativeVoiceData record
DisconnectDateTime
The date/time the call was disconnected
LastUpdatedDateTime
The date and time of the last change of the record
NativeVoiceDirection
The direction of the call
NativeVoiceState
The state of the call
NewCallDateTime
The date/time the inbound call was received at MSC. The caller is now put in the waiting queue
RoutingKeyWords
Optional Routing keywords, given by the IVR to route the call to the webstore related to the given keywords
ConversationTags
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
Tag_UniqueId
Foreign key to tags
Actor_UniqueId
Foreign key to people
State
NULL = unknown, 1, = active, 2 = inactive
CreationAction
NULL = unknown, 1 = manual, 2 = opt-out by rule-based trigger, 3 = opt-in by advanced trigger, 4= opt-out by advanced trigger
DailyOpeningHours
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
ToTime
The closing time of the day
LastUpdatedDateTime
The date and time of the last change of the record
ServiceHoursTemplate_UniqueId
Foreign key to serviceHoursTemplate
LogLines
Field
Description
UniqueId
Primary key
Conversation_UniqueId
Used for system messages, the MSC user who executed the action
Channel_Id
Foreign key to Channel
OperationId
The unique id of the routing operation
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.
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
Messages
Field
Description
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
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
Participations
Field
Description
UniqueId
Primary key
Conversation_UniqueId
Foreign key to conversation
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
People
Field
Description
UniqueId
Primary key
Avatar
The URL of the 40px 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
MaxChats
The maximum queue size of chats for a user
MaxWaitingChats
The maximum queue size of chats for a user that is waiting for a first response
UserPresence
Automatic, Away, BusyMaxWaitingChats, BusyMaxChats, BusyOnThePhone, Offline, or Online
LastSentDateTime
The date when the last message was sent
Avatar128
The URL of the 128px users’ avatar
UserEmailAddress
The emailaddress of the User
Account_UniqueID
Foreign key to Accounts
Profiles
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
SalesPerformance
Field
Description
UniqueId
Primary key
RetentionCounter
The total number of retention orders of the day
AcquisitionCounter
The total number of acquisition orders of the day
RetentionRevenue
The total revenue of retention orders of the day
AcquisitionRevenue
The total revenue of acquisition orders of the day
Person_UniqueId
Foreign key to People (User)
AcquisitionProfit
The total profit of acquisition orders of the day
RetentionProfit
The total profit of retention orders of the day
DayIndicator
The linked day for the sales performance
ServiceHoursTemplates
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
TagCategories
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
LastUpdatedTime
The date and time of the last change of the record
Name
Name of the category
Tags
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
UserPresenceLogs
Field
Description
UniqueId
Primary key
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)
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
UserPresence
User status in the app: Automatic, Away, BusyMaxWaitingChats, BusyMaxChats, BusyOnThePhone, Offline, or Online
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
Webstores
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
OnlineNotificationEmail-ReplyFromEmailAddress
The reply email address of the webstore
OnlineNotificationEmail-ReplyFromSenderName
The sender name of the webstore
OnlineNotificationEmail-ReturnUrl
The return URL of the webstore
PhoneNumber
Phone number in the widget
SelfServiceLanguage
The language of the widget
WebStoreName
The name of the webstore
ServiceHoursTemplate_UniqueId
Foreign keys to templates
WebstoreUsers
Field
Description
UniqueId
Primary key
Chat
Indicates whether chats can be assigned to the MSC user This information is now in the Channels table
CreationDateTime
The date and time when the record was created in our database
LastUpdatedTime
The date and time of the last change of the record
Mail
Indicates whether mails and contact forms can be assigned to the MSC user This information is now in the Channels table
User_UniqueId
Foreign key to People (User)
WebStore_UniqueId
Foreign key to Webstore
WebStoreOwner
Indicates whether the MSC user is the webstore owner
