What the Customer Session Record carries

Verified 2026-09-15 · 24 claims · sources tier 2 · 4 disputed

Also known as Customer Session Repository, Final Queue ID, Is Within Service Level.

The 216-row appendix table in the Analyzer guide is the Customer Session Record, and the 112-row table is the Queue Record, based on the guide's own introductory sentences 6. The Customer Session Record carries a first queue identifier, a final queue identifier, and a single contact start and end timestamp 14.

Field definitions and multi-record discrepancies

In the field, 67 consecutive rows of the Customer Session Record table publish an empty field or measure and an empty data type, 4 of them outdial consult columns 13. WarmTransfer's reading of the sources is that the field names left untyped in the Customer Session Record table appear typed in the agent session and queue record tables, so the values are recoverable, and no source states that a field typed for one record type carries that type for another 19.

In the field, 8 further field names carry different meanings across record types: current state, reason, transfer count, consult count, handle type, is within service level, routing type, and connected duration 9. Handle type takes 3 values in the Customer Session Record and 5 in the Queue Record 11. Transfer count is a source-side count of consult transfers in the Customer Session Record and a destination-side count of transfers of any kind in the Queue Record 15. Consult count includes consults to external numbers in the Customer Session Record and is limited to inbound agent to agent consults in the agent session and queue records 8.

Sources disagree on whether an interaction met the service level, which is calculated on the first queue in one record type and on the last queue in another 12. Sources disagree on blind transfer count, which carries 4 definitions across 3 record types in the Analyzer appendix, while the Queue Record section defines it twice 16. Sources disagree on conference transfer in count, which is defined twice in the Agent Session Repository table with different scopes: inbound only and both inbound and outbound 7.

No sentence in the Analyzer guide describes what happens to the Customer Session Record at a transfer to an entry point; the record-ends-and-restarts language is scoped to the Queue Record 10.

See also

See also The Analyzer record model. See also The Queue Record and what a queue counts at a transfer. See also A census of the Analyzer appendix tables. See also How much the Analyzer field name collisions matter. See also Webex Contact Center Analyzer and reporting model. See also Records and fields that represent a consult or a transfer.

Applicability

Across the claims in this article, the evidence covers Cisco Webex Contact Center, verified as of 2026-09-15. The deployment model is not covered by any claim in this article.

What remains uncertain

What an entry point transfer does to the Customer Session Record is not covered by any claim in this article. The total number of Analyzer field names that carry more than one meaning is not covered by any claim in this article. Why the service level calculation uses the first queue in one record and the last queue in another is not covered by any claim in this article. An authoritative statement establishing the data types of the 67 untyped Customer Session Record fields is not covered by any claim in this article.

WarmTransfer. (2026, September 15). What the Customer Session Record carries. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-customer-session-record-fields

@misc{warmtransfer-wxcc-customer-session-record-fields,
  title  = {What the Customer Session Record carries},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-customer-session-record-fields},
  note   = {Verified 2026-09-15}
}