queue_conversation

Table Type: Realtime Data

This table stores real-time data about a conversation in a queue, or being handled after going through a queue.

As soon as a conversation is connected to a queue, a record is created in this table. The record is updated as the conversation progresses through the queue, and is deleted when all the conversation participants have disconnected from the queue.

It contains information about the conversation, the queue, the latest session, the latest participant, and the latest communication.

Columns

Column Type Modifiers Notes
conversation_id string Primary Key The ID of the conversation
db_last_updated datetime The last time this record was updated in the database
db_when_created datetime The time this record was created in the database
connected_time datetime Required The datetime the conversation was connected
queue_id string The ID of the queue
session_id string The ID of the latest session
media_type string The media type of the latest session. One of: Voice, Email, Callback, Chat or Message
purpose string The purpose of the latest participant. One of: acd, agent, api, botflow, campaign, customer, dialer, external, fax, group, inbound, ivr, manual, outbound, station, user, voicemail, voicesurveyflow or workflow
state string State of the latest participant - one of: alerting, dialing, contacting, offering, connected, disconnected, terminated, uploading, converting, transmitting, scheduled or none
direction string The direction of the latest participant. One of: inbound or outbound
participant_id string The ID of the latest participant
user_id string The ID of the user if the latest participant is a user, or NULL.
ani string The ANI (Automatic Numer Identification) of the latest participant. Also known as Caller Line Id (CLI)
dnis string The DNIS (Dialed Number Identification Service) of the latest participant. Also known as Direct Dial-In (DDI)
provider string The provider of media type
subject string For emails, The subject of the email.
message_type string For messages, The message type of the message. One of: unknown, sms, twitter, facebook, line, viber, wechat, whatsapp, telegram, kakao, webmessaging, open or instagram
message_status string For messages, The status of the message. One of: queued, sent, failed, received, delivery-success, delivery-failed, read, removed or published
routing_skill_id string A comma-seperated list of the routing skills that were used to route the interaction
disconnect_type string The type of disconnect. One of: endpoint, endpoint.dnd, client, system, timeout, transfer, transfer.conference, transfer.consult, transfer.forward, transfer.noanswer, transfer.notavailable, transfer.dnd, transport.failure, error, peer, other, spam or uncallable
acw_state string The state of after call work. One of: unknown, skipped, pending, complete or notApplicable
communication_id string The ID of the communication

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