DialSource Actions: Purpose Overview, and Field Glossary

Field Name

Field Purpose

# Of Calls in Queue

The number of calls in queue that were in front of this call when the call was initiated.

# of Offer Rollovers

The number of times the call was offered to an agent and then rolled over to another agent before being answered. Calculated as a roll-up count (sum) of DS Outcomes related to the Action with an Offer Outcome of  “Rollover”

# Of Offers Rejected

The number of times the call was offered to an agent and rejected before rolling over to another agent and being answered. Calculated as a roll-up count (sum) of DS Outcomes related to the Action with an Offer Outcome of  “Rejected”

Account

The Account, if any, the call was related to. Will automatically populate if call was related to a Contact, Opportunity, or Case with a parent Account record.

Agent Group Name

The name of the Agent Group associated with the Inbound DNIS.

Call Accepted Time

The record ID  of the DS Offer record.

Agent Timeout (secs)

The amount of time (in seconds) that the Inbound Number allows for offers to be presented to any one agent.

Call Accepted Time

The DateTime  stamp at which an Agent accepted (picked up) an Inbound Call.

Call Campaign

The name of the Campaign that a record was dialed from (outbound).

Call Campaign Old (Custom)

Deprecated field.

Call Completed Time

DateTime stamp at which call was dispositioned.

Call Disposition

The name of the Disposition selected for the call.

Call Duration (secs)

Duration of the call, calculated as Call Ended Time minus Call Started Time.

Call Ended

DateTime stamp at which call was hung up

Call Hour (Custom)

The hour during which the call occurred.

Call ID

The backend ID of the call, used for DialSource support team troubleshooting.

Call Placed

DateTime stamp representing when the call was placed by the agent.

Call Request Initiated Time

The time at which the call request was initiated. 

For an Inbound Call, this would be the time that a prospect dialed the inbound number.

For DLD, this would be the time the Agent initiated the call.

Call Request Status

The status of a call request, with three possible values enumerated below.

Initiated: The value captured when the Action is first created.

Offered: The field value captured when the call is first presented to an agent.

Failed: The field value will show “failed”, If the call is never presented to an agent, or no agents are available.

Call Result

The result of the call - Abandoned, Hold Timeout, Dispositioned or Incomplete.

Abandoned: The prospect hangs up the call prior to the call being answered.

Hold Timeout: Call is not answered before the Inbound Number’s hold timeout expires.

Dispositioned: The call is answered and dispositioned.

Incomplete: The call is answered but has not been dispositioned.

Call Started

DateTime stamp for when the call was connected to the prospect.

Caller ID

The caller ID that was presented to the prospect dialed.

Case

Lookup field to the Case to which a call is related, if any.

Contact

Lookup field to the Contact to which a call is related, if any.

Custom Object ID

If a call is not related to a Lead, Opportunity, Account, Contact, or Case, this field captures the 15 digit ID of the record dialed.

Date

The date for when the call was logged.

DialSource Action Name

The name of the DialSource Action record.

Dispositioned Interval

The interval during which this logged call was dispositioned.

Dispositioned Time

A DateTime stamp indicating when a Disposition for the call was selected.

DS Get Recording

A link to the call’s recording.

Handle Time (secs)

The amount of time, in seconds, between Call Started and Call Dispositioned.

Hold Time (secs)

The total accrued time for which the call was placed on hold by the agent.

Inbound Agent Wait Time (secs)

Deprecated field.

Inbound Caller ID (custom)

The Caller ID of the inbound caller which was presented to the agent.

Inbound Caller ID Old (custom)

Deprecated field.

Inbound DNIS

The Denali Inbound Number (in phone number format) called by the prospect.

Inbound DNIS Name

The name (in text format) of the Inbound Number called by the prospect. 

Inbound DNIS Name Old (custom)

Deprecated field.

Inbound Prospect Wait Time

Amount of time, in seconds, that prospect was waiting for an agent to answer.

Inbound Queue

Name of the master Queue with which this Inbound Number is associated.

Initial Call Offer Time

DateTime stamp showing when the agent was first offered the call.

Lead

Lead with which, if any, the call was associated.

Logged Call Name

The name of the DS Action, starting at DSA-0000000 and incrementing by 1 for each Action logged.

Notes

Notes input by agent during the call, either from the Disposition or the Notes button in the dialer.

Offer Outcome

A picklist whose value will either show Answered (if the associated DS Offer was answered) or Not Answered.

Opportunity

The opportunity with which, if any, the call was associated.

Owner

A lookup field to the User record of the Agent associated with the DS Action.

Phone

If Outbound Type DS Action, this is the phone number that the Agent dialed.

If Inbound, this is the Caller ID for the Inbound Caller that was presented to the Agent.

Record Type

Represents the DS Action Type: Inbound, Outbound, or DLD.

Recording ID

Backend ID of the call recording, used primarily for DialSource Support’s troubleshooting processes.

Recycled Until

DateTime at which the record’s Do Not Call time will expire, respective to the DNC time set for the selected disposition.

RTPQ Delivery Time

DateTime at which the record was delivered to RTPQ (Real Time Priority Queue). RTPQ sends records who meet user-defined criteria to the fore of a Campaign to enable Speed to Lead.

RTPQ Group ID

The ID of the Agent Group to whom the RTPQ record was served.

RTPQ Requeue Time

DateTime field that allows the user to set a time at which to re-queue an RTPQ record.

RTPQ Source

Defined in the RTPQ Process Builder method, this allows the user to “tag” a record as to why it was RTPQ’d.
i.e.: Web to Lead Form, Email, Customer Referral, etc. 

RTPQ Wait Time

Amount of time the record sat in the queue (Campaign) before it was dialed.

Session ID

ID of the Agent Session (DS Session) during which the DS Action occurred.

Status

A field denoting whether a call has been started, ended, and dispositioned, indicated by 3 possible values:

Open:           The call has been placed

In Progress: The call has been ended but not dispositioned

Complete:    The call has been ended and dispositioned

Subject

The subject of the DS Action whose value is a concatenation of the selected Disposition and a snippet of the Notes left by the agent during or after the call.

Talk Time (secs)

If Agent connected with Prospect during the call, this will populate with the amount of time the Agent and Prospect were connected, in seconds.

Total # Of Offers

The amount of offers, if any, that an Inbound Call was presented for before being answered or not answered. Calculated by counting the number of DS Offer records associated with the DS Action.

Total Time Presented

The amount of time, in seconds, that the record was presented to reps before being answered or not answered. Calculated by summing Time Presented for each DS Offer associated with this Action

Voicemail

The name of the Voicemail Drop In that was selected, if any, by the rep after being routed to the prospect’s VM.

Wait Time (secs)

The amount of time that the Inbound Call was waiting before the call was Answered or Not Answered. 

Wrap Up Time (secs)

The amount of time, in seconds, between the call being Ended and being Dispositioned.

Note: This is currently only available on Inbound Type DSAs