DataDictionary/CSR.md

Publisher

WebexSamples (Cisco official GitHub organisation)

URL

https://github.com/WebexSamples/webex-contact-center-api-samples/blob/main/reporting-samples/graphql-sample/DataDictionary/CSR.md

Published

unknown

Updated

unknown

Accessed

2026-09-23

HTTP status

200

License

see repository LICENSE; not checked; no-redistribution; short excerpts and locators only

Source notes citing this source

• Contact-level KPIs should count session records (CSR) rather than activity records (CAR), because a CSR is the whole customer workflow and a CAR is one step in it; the stock AHT formula divides by Count of Contact Session ID in the same way. inferred in context
• A Customer Session Record (CSR) represents the customer workflow, made up of a sequence of customer activities. in context
• The CSR field isContactHandled is a flag indicating whether an agent handled the contact. in context
• The CSR records the last queue, last agent and last entry point of a contact session (lastQueue, lastAgent, lastEntryPoint) rather than only the first. in context
• The CSR field queueDuration is the time a contact spent waiting in queue, expressed in milliseconds. in context
• A Customer Session Record represents the customer workflow, made up of a sequence of customer activities. in context
• The CSR carries contact-level fields including termination type, queue duration in milliseconds, whether the contact was handled by an agent, and the last queue name. in context
• The CSR field abandonedSlCount counts calls terminated while in queue within the Service Level threshold provisioned for the queue or skill. in context
• A Customer Session Record (CSR) represents the customer workflow as a sequence of customer activities; the activities themselves are Customer Activity Records (CAR). in context
• The CSR field contactHandleType shows whether a call was handled as short, abandoned or normal, and isContactHandled flags whether an agent handled the contact. in context
• The CSR field queueCount is the number of queues the contact entered over the whole session. in context
• The CSR fields shortInIVRCount and shortInQueueCount indicate whether a call was terminated as short while in IVR or while parked in queue, respectively. in context
• The CSR carries separate transfer counters: transferCount (times transferred by an agent), blindTransferCount (blind transfers to another agent or external DN) and agentToAgentTransferCount (inbound contacts transferred to another agent). in context
• The contact session record field skillsAssignedIn records where skills were assigned to the task, with values queue, flow or null. in context
• The contact session record identifies the handling agent through lastAgent fields such as id, name and signInId, and the queue through lastQueue fields including id, name and duration. in context
• The contact session record exposes requiredSkills, matchedSkills (the agent's skills that matched the requirements) and matchedSkillsProfile (the agent's skill profile name). in context

Cite this source record

APA

WarmTransfer. (2026, September 23). DataDictionary/CSR.md. WarmTransfer. https://warmtransfer.net/knowledge/sources/gh-webexsamples-wxcc-graphql-csr-dictionary

BibTeX

@misc{warmtransfer-gh-webexsamples-wxcc-graphql-csr-dictionary,
  title  = {DataDictionary/CSR.md},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/gh-webexsamples-wxcc-graphql-csr-dictionary},
  note   = {WebexSamples (Cisco official GitHub organisation), accessed 2026-09-23}
}