Wave database schema A-8
Appendix A: Creating Custom Reports
Wave Contact Center Administrator Guide
The QueueEncounter table
Each inbound or outbound call for a queue results in a record in this table. A call that travels
from one queue to another queue will create two records in this table.
Name Description
ID Unique identifier of the encounter entry.
CallID ID of the CallLog entry for this encounter.
QueueID ID of the Queue entry that had this encounter.
Time Timestamp for when the encounter occurred.
WaitTime Total time in seconds the caller waited.
AgentTalkTime Total time in seconds that agents talked to the caller.
NumberAgents How many agents were involved.
Result
Same as the ReasonForLeaving column in the PartyLog table (see
page A-6).
ReasonForRedirecting
When the Result column is 13 (redirecting), this column contains
information as to why the call was redirected, as follows:
1 = Max wait time reached
2 = Queue closed
3 = Queue closed - no agents in the queue
4 = Queue too busy - exceeded the number of agents
5 = Queue too busy - exceeded caller/agent ratio
6 = Queue too busy - expected wait time is too long
7 = No matching skills
Direction
Direction of the call from the point of view of the Wave Server:
0 = Inbound
1 = Outbound
2 = Internal (station to station)
3 = Conference
Release 2.0 Service Pack 1
