Standard attributes

The following table lists the standard default attributes used in capturing. You can view the current list of attributes—including both standard and custom—in Enterprise Manager under Recording Management > Custom Data > Attributes.

In this release, the character limit for each field for these attributes is 256. If you had previously mapped an attribute to a custom data field because the field length was insufficient in a previous release, you can now remove the mapping and use the custom data field for something else.

While the system evaluates most recording rules on an on-going basis, those attributes in the Contact category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. are treated differently. Each of these attributes represents a duration or amount, and if a rule is set up to check whether they are less than a specified value, the system does not evaluate the contact The entire communication experience for a customer, from beginning to end. on this basis until the contact ends.

Example: If the condition “Time On Hold” is set to “less than 30 seconds”, the system only checks for this value at the end of the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element., when it is certain there is no more time on hold remaining.

The availability of certain attributes (Call Direction, Called Number, and so on) depends on the following factors,

For the NFAS protocol (supported on DP cards), all the trunks for a specific NFAS group must be on the same Recorder to process signaling properly.
For all protocols, certain attributes are available provided they are present on the trunk bearer channel, and that the trunk span is configured to deliver this information.

See the “Recorder” section in the Technical Overview for more details.

Category	Attribute	Description
Employee	Employee Group	The group to which the employee belongs.
	Employee ID	The Windows login id used by the employee on the workstation.
	Employee Name	The name of an employee involved in a contact.
	Logged On Duration (seconds)	The amount of time during which an employee is logged on.
	Network ID	The user’s network logon ID.
	Organization	The organization of the employee involved in the interaction.
	Skill	The employee skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM. defined on the switch.
	Supervisor Name	The name of the supervisor associated with a contact.
Contact	Contact Duration (seconds)	The duration of the contact in seconds.
	Content Type	The type of media captured. Supported formats are audio (audio/vnd.verint.wav) and screen (screen/vnd.verint.capb).
	Event Type	An event in an interaction, at the Employee, System, or CTI level.
	Exception Reason	You can create a recording rule that marks an interaction meeting the rule criteria as an exception. The Exception Reason field identifies the reason that it is considered an exception.
	Fired Business Rules	Lists recording rules that have been triggered.
	Interaction Type	The type of interaction captured. Valid types “Phone” and “Desktop.”
	Number of Conferences	Total number of conferences in the contact.
	Number of Holds	Total number of times that the interaction started tracking a held connection for the user. Overlapping, concurrent held connections count as a single continuous hold.
	Number of Transfers	Total number of transfers that occur over the course of the contact.
	Parties	All parties involved in the current interaction.
	Pause Duration (seconds)	The Pause Duration for the contact.
	Time On Hold (seconds)	The total amount of time, in seconds, that the interaction tracked one or more held connections for the user.
	Wrapup Time	Indicates how much time the employee spent doing work related to the interaction after the interaction ends.
CTI	ANI	Automatic number identification or Caller ID.
	Call Direction	The direction of the interaction.
	Call ID	Unique interaction identifier on the switch.
	Call Reference	A reference (any string) sent by the Recorder.
	Call Type	The type of interaction.
	Called Party	Number of the line to which the interaction was directed.
	Called Party Name	Employee name associated to the called party or value provided from the switch in the case of Cisco UCM.
	Calling Party	Number of the line from which the interaction is made.
	Calling Party Name	Employee name associated to the calling party, or value provided from the switch in the case of Cisco UCM.
	DNIS	Dialed number identification service (DNIS). The DNIS identifies the number that the caller dialed, which is useful in call centers to which interactions to multiple numbers may be directed.
	Extended Call History	Provides a history of the interaction states through which the contact has gone.
	Global Call ID	Globally unique call identifier. This is populated in most environments if the switch or CTI infrastructure supports it.
	Module Number	The serial number of the Recorder that captured a contact. When used in recording rules, this attribute will contain the serial numbers of all the different captures in an interaction/session.
	Number Dialed	The actual number dialed by the calling party.
	Queue	The queues configured on the switch.
	Source Platform	The source platform Predefined logical group of server roles installed together on a physical server. (such as Facebook, WhatsApp, Instagram) from which an Interaction originated. This attribute is populated by integrations with systems that supply interactions from multiple different platforms, such as Conversocial. For this tagging to be available in a database, a Custom Data field must be mapped to the attribute.
Device	Data Source Name	The name of the switch from which the contact information originates.
	Device Name	The name of either the primary extension or workstation.
	Extension	The extension of an employee involved in a contact.
	Primary Extension	The primary extension of the phone associated with the capture.
	Serial Number	The serial number of the Recorder for the primary capture of an interaction.
	Workstation	The name of the employee workstation.
Import Export	Extraction Job Name	The name of the extraction job that extracted the interaction.
	Source Call Identifier	The unique identifier provided to the interaction by the source capturing system. This identifier is mapped to ensure that the source identifier of each interaction is maintained when the interaction is extracted.
	Source QM Database Server role in the Data Center used to store Quality Monitoring application data. Server	Not supported.
Public Safety	ALI	The Automatic Location Identifier (ALI) contains the location information, such as the street address or GPS coordinates of the caller.
	CAD ID	The emergency ID supplied by the Computer Aided Dispatch (CAD) software.
	Callback Number	Phone number for calling back the caller.
	Caller Name	The name of the caller.
	Caller Number	The telephone number of the caller.
	Class of Service	One byte Class of Service characters include: V = VoIP Services default Class of Service (preferably with VOIP being displayed at the PSAP) C = VoIP Residential (preferably with VRES being displayed at the PSAP) D = VoIP Business (preferably with VBUS being displayed at the PSAP) E = VoIP Coin/Pay Phone (preferably with VPAY being displayed at the PSAP) F = VoIP Wireless (preferably with VMBL being displayed at the PSAP) J = VoIP Nomadic (preferably with VNOM being displayed at the PSAP) K = VoIP Enterprise Solutions - Centrex and PBX (preferably with VENT being displayed at the PSAP)
	Emergency Service Number	Emergency Service Number (ESN) associated with the house number of the street name of the caller.
	GPS Elevation	GPS elevation coordinate of the mobile caller.
	Latitude	The latitude coordinate of the mobile caller.
	Local Exchange Carrier	The Local Exchange Carrier of the caller.
	Longitude	The longitude coordinate of the mobile caller.
	PSAP ID	The identifier of the Public Safety Answering Point (PSAP) that handled the referenced call.
	PSAP Name	The name of the PSAP that handled the referenced call.
	State Province	The state or province in which the caller is located.
	Street Address	The street address of the caller.
	ZIP Code	The zip code of the location of the caller.
Radio	Emergency Call	If the call is an emergency call.
	Radio ID	The ID of the individual radio device on the call.
	Radio Name	The alias of the individual radio device on the call.
	Radio Network ID	Unique network identifier of a radio subsystem.
	Radio System ID	Unique system identifier of a radio subsystem.
	Site	The radio site ID.
	Talk Group ID	The ID of the talk group in a group call.
	Talk Group Name	The alias of the talk group in a group call.
	Zone ID	The radio zone ID.
TDM	Channel Name	Name of the channel on which the call appears. Used for tagging but not in recording rules.
	Channel Number	The channel number on which the call appears.
	DTMF Digits	Dual Tone Multi Frequency (DTMF) Digits apply to the TDM Recorder. DTMF refers to voice-frequency band telephone signaling to call switching centers. The DTMF Digits attribute arrives after the call is completed, and as such will not be effective when used in a recording rule.
	First Message	The first message sent by the Recorder.
	Last Message	The last message sent by the Recorder.
	Third Party	A message sent by the Recorder in some TDM environments.
	Trunk	The trunk that the call is on.
	Trunk Group	The trunk group that the call is on.
Trading	Turret Name	The name of a trading turret on a call.
	Turret ID	The unique identifier of a trading turret on a call.
	Trader Group Name	The name of the group to which the trader belongs.
	Trader Group ID	The unique identifier of the group to which the trader belongs.
	Line Name	The name of the line from which the call is made.
	Line ID	The unique identifier of the line from which the call is made.
	Destination Appearance Number	The appearance number of the dialed destination.
	Destination Label	The label of the called destination.
	Recording Reference	A reference to a recording channel.
	Is Mute	Is true if part of the call is not supposed to be captured.