Access Data

The ServiceNow integrated eXperience (SiX) can memorialize your Contact Center data to a custom table in ServiceNow.  This is not meant to be a replacement for your Contact Center data but a supplement to ServiceNow to be able to show call history for specific Tasks and smaller reports to show links between ServiceNow Tasks and Contact Center contacts.

1

Memorializing Contact Center Data

SiX memorializes all call data to a custom ServiceNow table named
x_skte_CXOne_phone_data.  It extends the OpenFrame table named
sn_openframe_phone_log.

2

What Data Is Pushed?

  • agent: Name of CXOne agent
  • contact: Name of contact selected on disposition page
  • task: Name of task selected on disposition page
  • call_id: CXOne contact ID
  • recording_url: URL to access data specific to contact ID in CXOne'swebsite
  • call_type: incoming/outgoing
  • start_time: Datetime of beginning of call
  • end_time: Datetime of end of call
  • duration: Length of call
  • duration_in_seconds: Length of call in seconds
  • phone_number: Phone number
  • agent_name: CXOne agent name
  • call_direction: Inbound/Outbound
  • comment: Comment entered on disposition page
  • disposition: Disposition selected in CXOne
  • secondary_disposition: Secondary disposition selected in CXOne
  • contact_id: CXOne contact ID
  • master_id: CXOne master contact ID. This will be different then contact ID on transfers and omni channel escalations
  • skill_name: Skill name of contact
  • ani: Phone number from ( caller id )
  • dnis: Phone number dialed
  • email_from: For email contacts, from address
  • email_to: For email contacts, to address
  • email_subject: For email contacts, subject
  • email_transcript: For email contacts, email transcript
  • workitem_id: For work item contacts, contact ID
  • workitem_payload: For work item contacts, payload
  • workitem_type: For work item contacts, work item type
  • chat_transcript: For chat contacts, chat transcript
  • contact_type: PHONE,WORK ITEM,CHAT,EMAIL,VOICEMAIL
  • custom_value1: Custom values attached to contact in IVR
  • tags: List of CXOne Tag IDs applied to contact
  • commitment_amount: NOT CURRENTLY USED
  • callback_time: NOT CURRENTLY USED
3

Access Data In ServiceNow

Navigate to Skybox CXOneCTI -> Phone Logs

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