The Analyzer record model
Verified 2026-09-15 · 25 sources · tier 2 · 2 disputed
Also known as Agent Activity Record, Agent Session Record, Customer Insight.
The Analyzer guide names 5 record types: Customer Activity Record, Customer Session Record, Agent Activity Record, Agent Session Record, and Queue Record 9. Structurally, this model consists of 2 activity and session pairs alongside 1 leg record 14.
Record structure and classification
In this model, an activity record represents a single step, while a session record captures a sequence of steps, structured separately for the customer side and the agent side 14. The Queue Record acts as the only leg-shaped record type 14. In the Analyzer guide, the Queue Record is described as a later addition to the original four record types (Customer Activity, Customer Session, Agent Activity, and Agent Session Records) 10.
Sources disagree regarding the record type census: the guide lists 5 named record types, refers to 4 repositories, and presents 4 options in the visualization type list by omitting the Queue Record 1. Furthermore, Customer Insight is described in prose as a record type or data source, yet it does not appear in the table enumerating the record types 7.
Identifiers and joins
A consumer joining Webex Contact Center Analyzer record types across categories must rely on the contact session identifier, which is present in 4 of the 5 record types 4. Specifically, the contact session identifier is carried by the Customer Session Record, the Customer Activity Record, the Agent Activity Record, and the Queue Record, but it is not present in the Agent Session Record 5.
The 14 columns common to all 5 record types are agent, site, team, and channel dimensions, and none of them is a contact identifier 3. Additionally, the child contact identifier is absent from the Customer Session Record 2.
Transfers and field representation
No standalone record type exists to represent a transfer, conference, or handoff as an individual row 11. Instead, transfer-related fields—specifically the second-agent and destination-queue fields—appear exclusively within the Customer Activity Record and the Queue Record, never appearing on a session record 13.
Documentation anomalies
In the field, documentation anomalies appear across schema definitions and grids 1268:
- Field reports suggest that the Customer Session Record appendix and the Queue Record table both provide the Terminated By row with empty field-or-measure and data type cells 12.
- Field reports suggest that the Customer Insight field table leaves formula cells empty for 28 of its 31 rows 6.
- In the field, the Analyzer event sequence grid exhibits layout misalignment by declaring a spanning header of 19 columns while supplying 20 labels and 19 values per row 8.
See also
- Webex Contact Center Analyzer and reporting model
- Records and fields that represent a consult or a transfer
- What a transferred call leaves behind across Cisco products
Applicability
Applies to: Cisco Webex Contact Center. Sources checked 2026-09-05.
What remains uncertain
The Analyzer stock reports chapter and its parameter tables are not covered by the sources below. Why the Queue Record appears where types are defined and not where a report author chooses one is not covered by the sources below. The data type of the Terminated By field is not covered by the sources below.
See also
Part of
- Records and fields that represent a consult or a transfer — The record model behind the fields
Related to
- What a transferred call leaves behind across Cisco products — A transfer is fields and a record boundary and never a row
Referenced by
- What a supervisor can do and what is recorded of it — Supervisor actions are recorded in the reporting schema
- Webex Contact Center APIs and webhooks — The Search API reads the records the Analyzer reports
- A census of the Analyzer appendix tables — A census of the tables behind the record model
- The Queue Record and what a queue counts at a transfer — The fifth record type and the fields it carries
- What the Analyzer stock reports publish — The reports the record model backs without a published mapping
- What the Customer Session Record carries — The record the corpus reasons about most and had never inventoried
- Which record type each Analyzer report draws on — The 5 tables a report is attributed to
Sources
- 1The guide's own census of record types disagrees with itself: 5 are named as record types, 4 repositories are named, and the visualization type list offers 4 without the Queue Record.disputedCisco Webex Contact Center Analyzer User Guide · Types of Records table against the Access Control table and the Create a Visualization Type list · Checked 2026-09-05
- 2The child contact identifier does not appear in the Customer Session Record.Cisco Webex Contact Center Analyzer User Guide · Customer Session Record field list · Checked 2026-09-05
- 3The 14 columns common to all 5 record types are agent, site, team and channel dimensions, and none of them is a contact identifier.Cisco Webex Contact Center Analyzer User Guide · Field lists of the 5 record types, compared · Checked 2026-09-05
- 4A consumer joining Webex Contact Center Analyzer record types to each other must use the contact session identifier, which 4 of the 5 record types carry.Cisco Webex Contact Center Analyzer User Guide · Field lists of the 5 record types, compared · Checked 2026-09-05
- 5The contact session identifier appears in the Customer Session Record, the Customer Activity Record, the Agent Activity Record and the Queue Record, and not in the Agent Session Record.Cisco Webex Contact Center Analyzer User Guide · Field lists of the 5 record types · Checked 2026-09-05
- 6The Customer Insight table ships 28 of its 31 rows with an empty formula cell.field reportCisco Webex Contact Center Analyzer User Guide · Customer Insight field table · Checked 2026-09-05
- 7Customer Insight is described in prose as a record type or data source and does not appear in the table that names the record types.Cisco Webex Contact Center Analyzer User Guide · Customer Insight section against the Types of Records table · Checked 2026-09-05
- 8The Analyzer event sequence grid declares a spanning header of 19 columns, supplies 20 labels and carries 19 values per row.field reportCisco Webex Contact Center Analyzer User Guide · Event sequences grid · Checked 2026-09-05
- 9The Analyzer guide names 5 record types: Customer Activity Record, Customer Session Record, Agent Activity Record, Agent Session Record and Queue Record.Cisco Webex Contact Center Analyzer User Guide · Types of Records Available in Each Repository table · Checked 2026-09-05
- 10The Analyzer guide describes the Queue Record as a later addition to the original four record types (Customer Activity, Customer Session, Agent Activity, and Agent Session Records).Cisco Webex Contact Center Analyzer User Guide · Types of Records Available in Each Repository table · Checked 2026-09-05
- 11No record type represents a transfer, a conference or a handoff as a row of its own.Cisco Webex Contact Center Analyzer User Guide · Types of Records table and the 5 field lists · Checked 2026-09-05
- 12The Customer Session Record appendix ships the Terminated By row with its field-or-measure and data type cells empty, and the Queue Record table has the same gap on the same field.field reportCisco Webex Contact Center Analyzer User Guide · Customer Session Record and Queue Record appendix tables, Terminated By row · Checked 2026-09-05
- 13The second-agent and destination-queue transfer fields appear only in the Customer Activity Record and the Queue Record, never on a session record.Cisco Webex Contact Center Analyzer User Guide · Field lists of the 5 record types · Checked 2026-09-05
- 14The record model is 2 activity and session pairs plus 1 leg record: an activity record is a single step and a session record is a sequence of them, on the customer side and the agent side, and the Queue Record is the only leg-shaped type.Cisco Webex Contact Center Analyzer User Guide · Record type definitions in the appendix · Checked 2026-09-05
- 15The Analyzer appendix publishes 5 field tables, introduced by 5 sentences of one template naming the customer session, customer activity, agent session, agent activity and queue repositories.Cisco Webex Contact Center Analyzer User Guide · Appendix, the 5 introducing sentences · Checked 2026-09-05
- 1634 of the 91 stock reports carry fields that no single appendix table holds, so their fields are satisfied only by 2 or 3 tables together.Cisco Webex Contact Center Analyzer User Guide · Stock reports chapter parameter tables matched against the 5 appendix tables · Checked 2026-09-15
- 17Cisco states that a new record is generated for consult activities and remains active until the consultation ends, a conference is initiated, the call is transferred to another agent, or the call ends.Cisco Webex Contact Center Analyzer User Guide · Standard Queue Record Fields and Measures, key aspects of Queue Records · Checked 2026-09-05
- 18Cisco states that after a consulted party answers and the agent completes the transfer and wraps up, the Customer Session Record continues updating until the customer or the consulted party disconnects.Cisco Webex Contact Center Analyzer User Guide · Appendix, Type of Records Available in Each Repository, preceding paragraph · Checked 2026-09-05
- 19Three lists in the Analyzer guide enumerate 4 record types without the Queue Record, and the appendix states that the Queue Record was added as a new record type to the existing 4.disputedCisco Webex Contact Center Analyzer User Guide · Record Type Applied Entity Restrictions table and the Create a Visualization and Create a Compound Visualization step lists against the appendix · Checked 2026-09-05
- 20The 67-row span of empty field and data type cells sits in the 216-row Customer Session Record table and not in the Queue Record table, whose 112 rows carry 1 such row.field reportCisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository table against the Queue Record table · Checked 2026-09-05
- 21The Analyzer guide ships 91 stock reports: 1 business metrics, 50 historical, 31 real-time and 9 transition reports.Cisco Webex Contact Center Analyzer User Guide · Stock reports chapter, report list · Checked 2026-09-05
- 22The stock reports chapter states no record type for a report: the phrases record type and data source do not occur in it, and only 5 of the 91 reports name the repository they draw on.Cisco Webex Contact Center Analyzer User Guide · Stock reports chapter, counted against the rendered text · Checked 2026-09-05
- 23The reporting schema carries 4 monitoring counters: silent monitoring, mid-call monitoring, full monitoring and total monitoring.Cisco Webex Contact Center Analyzer User Guide · Monitoring measure definitions · Checked 2026-09-05
- 24The reporting schema defines the is-barged field as indicating whether the call was monitored, which is the definition it also gives the is-monitored field.field reportCisco Webex Contact Center Analyzer User Guide · Is Barged and Is Monitored field definitions · Checked 2026-09-05
- 25Supervisor monitoring and barge-in are recorded in the Webex Contact Center reporting schema, which carries the monitoring supervisor's name and identifier, the monitoring start and end timestamps, the monitoring duration, error and hold counts, and separate barged-in count, duration and failed counts.Cisco Webex Contact Center Analyzer User Guide · Monitoring and barge field definitions · Checked 2026-09-05
Documents
Cisco Webex Contact Center Analyzer User Guide
Cite this page
APA
WarmTransfer. (2026, September 15). The Analyzer record model. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-analyzer-record-types
BibTeX
@misc{warmtransfer-wxcc-analyzer-record-types,
title = {The Analyzer record model},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/wxcc-analyzer-record-types},
note = {Verified 2026-09-15}
}