EVENT_TASK
Updated
The EVENT_TASK captures the lifecycle of callback tasks at an event level, including creation, assignment, execution, completion, and reassignment actions with corresponding timestamps and agent details. Each record represents a unique Task & its details. Below are some of the scenarios where this Report is beneficial:
Callback Task Lifecycle Analysis: Track callback tasks from creation through assignment, execution, completion, and reassignment to understand task progression and completion trends.
Agent Workload and Productivity Monitoring: Analyze task ownership, assignment patterns, and completion activities to evaluate agent performance and optimize workload distribution.
Task Compliance and Operational Efficiency Reporting: Measure task handling timelines, reassignment frequency, and completion rates to identify process bottlenecks, improve callback management, and ensure timely follow-ups.
Field Mapping/ Glossary
The report will include the following information:
Expected Name |
Definition |
Data Type | Nullable & Default Value |
PII Field |
Unique Key |
CASE_NUMBER | Universal identifier for the case/workflow associated with the callback | VARCHAR | Yes | NULL | No | No |
CALLBACK_CREATED_TIMESTAMP | Timestamp when the callback task was created | TIMESTAMP_LTZ | No | No | No |
ASSIGNEE_ID | Identifier of the current assignee (agent or queue) for the callback task | VARCHAR | No | No | No |
VOICE_APPLICATION | Name/identifier of the voice application through which the callback was initiated |
VARCHAR |
Yes | NULL |
No |
No |
CALLBACK_TASK_STATUS | Current status of the callback task (e.g., PENDING, COMPLETED, IN_PROGRESS) |
VARCHAR |
No |
No |
No |
CALLBACK_CALLED_AT_TIMESTAMP | Timestamp when the callback was actually initiated/called | TIMESTAMP_LTZ | Yes | NULL | No | No |
CALLBACK_ASSIGNED_AGENT_ID | Identifier of the agent assigned to handle the callback | VARCHAR | Yes | NULL | No | No |
ACCOUNT | Identifier of the account/customer associated with the callback | VARCHAR | Yes | NULL | Yes | No |
AGENT_CONNECTED_TIMESTAMP | Timestamp when the agent got connected during the callback | TIMESTAMP_LTZ | Yes | NULL | No | No |
CALLBACK_ASSIGNED_AGENT_SKILLS |
Skills associated with the assigned agent (may be multi-valued or JSON) |
VARIANT |
Yes | NULL |
No |
No |
CALLBACK_REQUIRED_SKILLS | Skills required to handle the callback task | VARIANT | Yes | NULL | No | No |
ASSIGNEE_TYPE | Type of assignee (e.g., AGENT, WORK_QUEUE) | VARCHAR | No | No | No |
CALLBACK_TRIGGERED_BY |
Source or trigger of the callback (e.g., CUSTOMER_REQUEST, SYSTEM) |
VARCHAR |
Yes | NULL |
No |
No |
CALLBACK_ASSIGNED_AGENT_GROUP | JSON object containing group details of the assigned agent | VARIANT | Yes | NULL | No | No |
CALLBACK_CONVERSATION_ID | Unique identifier of the callback conversation | VARCHAR | Yes | NULL | No | No |
CALLBACK_CREATOR | Identifier of the user/system that created the callback | VARCHAR | Yes | NULL | No | No |
CALLBACK_DUE_TIMESTAMP | Scheduled due date/time for the callback | TIMESTAMP_LTZ | Yes | NULL | No | No |
CALLBACK_NUMBER | Phone number used for the callback | VARCHAR | Yes | NULL | Yes | No |
CALLBACK_ORIGIN | Origin/source channel of the callback (e.g., INBOUND, OUTBOUND) | VARCHAR | Yes | NULL | No | No |
TASK_ID | Unique identifier for the callback task | VARCHAR | No | No | Yes |
CUSTOMER_CONNECTED_TIMESTAMP | Timestamp when the customer connected during the callback | TIMESTAMP_LTZ | Yes | NULL | No | No |
FIRST_CONVERSATION_TIMESTAMP | Timestamp of the first interaction/conversation for the case | TIMESTAMP_LTZ | Yes | NULL | No | No |
TASK_SUMMARY | Short description or summary of the callback task | VARCHAR | Yes | NULL | No | No |
IS_RETRY_CALL_FLAG | Indicates whether the callback attempt is a retry of a previous call (TRUE/FALSE) |
BOOLEAN |
Yes | NULL |
No |
No |
RETRY_CALL_COUNT | Number of retry attempts made for the callback task | NUMBER | Yes | NULL | No | No |
CAMPAIGN_NAME | Name of the campaign associated with the callback/task (sourced from asset details) |
VARCHAR |
Yes | NULL |
No |
No |