Metadata

Scales

Displayed name	AttributeName	Description
ID	ScaleId	Primary Key.
Name	DisplayName	Name for administration.
Level	ScaleLevel	Levels 0 to 100; when comparing an array value to that level, the array must be greater than or equal to.
As a skill	AsSkill	Use as Skill.
As knowledge	AsProficiency	Use as Knowledge.
As a priority	AsPriority	Use as Priority.
As voice	AsVoice	Use for InboundCall / OutboundCall.
As a message	AsMessage	Use for Message.
As a chat	AsChat	Use for chat / IM.
As issue	AsIssue	Use for Issue

Languagues

Displayed name	AttributeName	Description
ID	LanguageId	Primary Key.
Language	DisplayName	The name of the language.
Code	Culture	Identify language as .NETculture (eg cs-CZ)

Status

Displayed name	AttributeName	Description
ID	StatusId	Primary Key.
Name	DisplayName	Administrator name i displayed for agents.
Description	Description	Description for administration.
Primary colour	Color	Color for client applications.
Secondary colour (RUI)	ClassColor	CSS class color suffix used in bootstrap notation to display status in RUI. Usual values are: default, info, success, warning, danger. For NULL, the default by Activity column (Logof = default,
Activity	Activity	Type of condition. Ready, Pause, Logoff, PostCall - automatic pause after call.
PBX Status	PbxState	The status value indicated by ProServer using CCSTATE. If it is NULL, then after setting this state, the CCSTATE station is not changed.
Csta status	CstaState	The status of the CSTA state as defined in AgentState: LoggedOff, LoggedOnActive,, LoggedOnActivePause, LoggedOnInactive. The states of LoggedOnActiveBusy are equal to LoggedOnActive and the Unknown state is equal to LoggedOff. LoggedOnActivePause status is usually PCP. If it is NULL, setting this state will not set the CSTA status of the station.
Default status	DefaultStatus	Indication that this status is the default for the same status class (PbxState or CstaState identical)
Team mask	TeamMask	Restrictions on teams that will use the status. NULL unlimited, otherwise A.T LIKE S.T convention
Status group for sorting	GroupName
Glyph	Glyph	See Glyphs
Blocked for user	UserBlocked	Indication that the agent cannot select the status directly in the client application. Suitable for automatic Pcp, etc.
Temporarily excluded	Suspended	Indication of temporary disabling of use. Unlike UserBlocked, this flag forces a switch from dropped state to default for the same activity.
IVR DTMF code	IvrCode	DTMF code used to select IVR status.
Pre-distributed calls	CallPreDistribute	Indication that Predistributed calls can be distributed to the agent in a given state
Predictive Dialer Talks	PredictiveDistribute	Indication of whether predictive dialer calls can be distributed to the agent in a given state.
Distribute e-mail	EmailDistribute	Indicates whether the Agent can be distributed Emails to the agent in the current state.
Distribute SMS	SmsDistribute	An indication of whether Sms can be distributed to the agent in a given state.
Distribute Fax	FaxDistribute	Indicates whether Faxes can be distributed to the agent in the current state.
Distribute Task	TaskDistribute	An indication of whether Task messages can be distributed to the agent in the given state.
Distribute Chat	IMDistribute	Indication of whether IM chats can be distributed to an agent in a given state.
Return active chats in this state	IMReturn	An indication that all active chats will be returned to the queue when the agent goes to this state.
PbxIn skill shift	PbxInKnowledgeOffset	Shift the agent’s knowledge when the state is selected. -100 means turning off knowledge. For PbxIn channel.
PbxOut skill shift	PbxOutKnowledgeOffset	Shift the agent’s knowledge when the state is selected. -100 means turning off knowledge. For PbxOut channel.
E-mail skill shift	EmailKnowledgeOffset	Shift the agent’s knowledge when the state is selected. -100 means turning off knowledge. For channel Email.
Sms skill shift	SmsKnowledgeOffset	Shift the agent’s knowledge when the state is selected. -100 means turning off knowledge. For SMS channel.
Fax skill shift	FaxKnowledgeOffset	Shift the agent’s knowledge when the state is selected. -100 means turning off knowledge. For FAX channel.
Task skill shift	TaskKnowledgeOffset	Shift the agent’s knowledge when the state is selected. -100 means turning off knowledge. For Task Channel.
BusinessIM skill shift	BusinessIMKnowledgeOffset	Shift the agent’s knowledge when the state is selected. -100 means turning off knowledge. For Business IM Channel.
SocialIM skill shift	SocialIMKnowledgeOffset	Shift the agent’s knowledge when the state is selected. -100 means turning off knowledge. For Social IM Channel.
WebIM skill shift	WebIMKnowledgeOffset	Shift the agent’s knowledge when the state is selected. -100 means turning off knowledge. For WebIM channel.

Projects

Displayed name	AttributeName	Description
ID	ProjectId	Primary Key.
Name	DisplayName	Name for administrator.
Group name	ProjectGroupName	The name of the project group to which the project belongs. Serves for friction and mass engagement.
Description	Description	Description for administrator.
Type name	ProjectTypeName	Project type designation. Serves for friction and mass engagement.
Distribute inbound calls	PbxInDistribute	Indication whether inbound calls can be distributed from a single queue for a given project.
Distribute outbound calls	PbxOutDistribute	Indication whether outbound calls can be distributed from a single project queue for a given project.
Distribute messages	MessageDistribute	Indication whether inbound emails such as Email, SMS, Fax can be distributed from a single project queue.
Distribute tasks	TaskDistribute	Indicates whether Task tasks can be distributed from a single project queue.
Distribute chats	IMDistribute	Indication whether IM chats can be distributed from a single queue for a given project.
Post call pause [s]	PostCallDelay	Automatically switch to the fill status immediately after the call ends. Valid for inbound and outbound calls. NULL – The function is disabled. The fill status is not automatically enabled. 0 – Indefinite override, the status must be ended by the agent themselves Positive number – the number of seconds after which the state terminates itself and switches back to the Ready status, unless the agent has already manually changed the status in the meantime”
Automatic PCP status	PostCallStatusId	If :link:` autofill <am/Project.yaml?PostCallDelay>` is enabled, this status is selected. You can set a specific status tied to the call of this project. Valid for both inbound and outbound calls.
Inbound call outcome recording time [s]	InboundWrapDelay	Request to write outbound call result. NULL is not waiting for CallResult, 0 means infinite waiting, time means waiting for maximum time then empty value is written to AppResult and processing terminated.
Outbound call outcome recording time [s]	OutboundWrapDelay	Whether and how long the fill phase calls should be for this project. NULL – The fill phase is disabled 0 – Waiting indefinitely for completion Positive number – length of wait in seconds. After expiration, NULL is written to OutbountCall.AppResult and processing is terminated
Preference call time [s]	WaitingOffset	Preferential (+) or penalizing (-) call time in a project. Seconds.
E-mail preferred time [s]	EmailTimeOffset	Preferential (+) or penalty (-) email time in the project. Seconds.
SMS preferred time [s]	SmsTimeOffset	Preferential (+) or penalty (-) SMS time in the project. Seconds.
Fax preferred time [s]	FaxTimeOffset	Preferential (+) or penalty (-) fax time in the project. Seconds.
Task preferred time [s]	TaskTimeOffset	Preferential (+) or penalty (-) tasks in the project. Seconds.
Preferred time of corporate chat [s]	BusinessIMTimeOffset	Preferential (+) or penalizing (-) BusinessIM chat time in the project. Seconds.
Preferred time of social chat [s]	SocialIMTimeOffset	Preferential (+) or penalty (-) SocialIM chat time in the project. Seconds.
Preferred time of web chat [s]	WebIMTimeOffset	Preferential (+) or penalizing (-) WebIM chat time in the project. Seconds.
Manual distribution	ManualDispatch	Indication that the call is not to be distributed by the slot machine.
Outbound call routing	DirectionId
Capacity plan	CapacityPlanId
Call duration (capacity planning) [s]	ScheduleDuration
Average call duration [s]	NormalCallDuration	Normal average call duration in seconds for a given project. It can be entered manually or calculated using a suitable algorithm from statistics.
Warning call duration [s]	WarnCallDuration	Talk time in seconds, after which the warning to the agent for the project is indicated.
Call time to alarm [s]	AlarmCallDuration	The duration of the call in seconds, after which the alarm is indicated to the agent for the project.
Average duration of message or task [s]	NormalMessageDuration	Normal average message length in seconds for a given project. It can be entered manually or calculated using a suitable algorithm from statistics.
Average chat duration [s]	NormalIMDuration	Normal average chat duration in seconds for a given project. It can be entered manually or calculated using a suitable algorithm from statistics.
Calendar group for calculating effective waiting time	HolidayGroupName	The name of the calendar that is used to calculate the effective wait time for MessageWaitPostCondition.

Project transitions

Displayed name	AttributeName	Description
ID	ProjectTransitionId	Primary Key.
Source worgroup	OriginalProjectId	The ID of the source project. The rule is applied only to calls originating from this project. If NULL, the rule is applied regardless of the project of the lost call (the source entity has not yet been assigned a project) Rules with a completed project take precedence
Target worgroup	TargetProjectId	Target project ID. The outbound call can be scheduled to a specific target project (project change) or to the same project. The target project must have at least one outbound campaign, FrontStage selects the first one. Either this parameter or the Outbound Campaign parameter must be filled in. If both are filled, all parameters are taken from Outbound Campaign except the project that is used from this parameter.
Processing method	Mode	Processing method. For missed calls LostShift, for callback from IVR IvrCallBack.
Outbound campaign	OutboundListId	Optional outbound call campaign. An outbound call is scheduled into a specific outbound campaign, giving you project parameters, skills, language, knowledge, priority, rescheduling, and features such as the ability to manually distribute or preview the call. Either this parameter or the Project Target parameter must be filled in.”
Calendar mode	TimeMode	Time condition. How to Interpret TimeFrom / TimeTo Fields. If it is NULL, time is not checked. DayInYear - valid on a particular day of the year, every year, time from / to SingleDay - valid on a specific date (including year), time from / to DayInWeek - valid on a specific day of the week, every week, time from / to
From	TimeFrom	Date and time of the time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.
To	TimeTo	Date and time end of time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

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