Interaction Analytics Data Included in Data Export

The Interaction Analytics (IA) data export feature creates a JSON file containing a list of records for a batch of analyzed interactions. You can then use these files in your own third-party applications to include Interaction Analytics data with data from other sources in your organization.

An exported file displays data according to when it is analyzed. New records are interleaved with new and reprocessed historical data. So, duplicates may occur. Where new or missing fields are not a breaking change, we recommend following JSON best practices. This helps future-proof consuming applications.

You can directly view the JSON files in a text editing application like Notepad++. Many web browsers also allow you to view the file. The data displays differently depending on the application you use to view it. For example, in Mozilla Firefox, you can only see sub-metrics if you expand the parent metric. In Google Chrome and Notepad++, sub-metrics are already expanded.

The following tables list each metric included in an exported JSON file. To quickly find a specific metric in these tables, press Ctrl+F on your computer keyboard, then enter the metric name.

Metrics Specific to Interaction Analytics

Metric name		Details
id		An internal identifier used in Interaction Analytics (IA). Same as the `externalId` and `segmentId`.
externalId		Unique identifier for each segment An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. of an interaction. An interaction can be made up of multiple segments if contacts The person interacting with an agent, IVR, or bot in your contact center. are transferred or conferenced. Same as the `segmentId`.
masterExternalId		Unique alphanumeric identifier for the interaction record. Assigned by the CXone ACD to an interaction. It is the parent ID for one or more related segments.
customerId		Unique alphanumeric identifier for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. Same as the `tenantId`. Always the same for every interaction. This metric is not helpful for finding meaning in your data.
accountId		Unique numeric identifier for your organization. Always the same for every interaction.
acquiredAt		The date and time stamp for when the interaction was received by IA. The date format is YYYY-MM-DD. The time stamp uses 24-hour format: HH:MM:SS. For example, `"2023-08-15T13:32:24.466Z".`
publishedAt		Data received from ACD or Recording. The date and time stamp for when the segment ended. The date format is YYYY-MM-DD. The time stamp used 24-hour format: HH:MM:SS. For example, `"2023-08-15T12:32:16Z"`.
matchedAccountDataSetIds		Associated with the `matchedDataSetIds`.
matchedDataSetIds		List of dataset IDs to which this record belongs. If a dataset ID is not included in this list, then the dataset definition has criteria that would exclude this record.
resolvedProbability		Calculation of the probability that the interaction resolved the issue for the contact. This is a numeric value with multiple decimal places but may be more helpful viewed as a percentage.
resolved		If contact's issue was resolved in the interaction, the value is `true`. If not, the value is `false`. Based on the `resolvedProbability` value.
mediaType		Identifies the media type, or CXone channel, used for the interaction, such as `Chat`.
channels		Groups the following sub-metrics based on the participant within the interaction. The participant is either the `AGENT` or the `CLIENT`.
	name	The type of participant within the interaction. The participant is either the `AGENT` or the `CLIENT`.
	text	Transcription of the entire interaction for the channel type. So, it will only display one side of the conversation at a time. For example, for a phone call, this field contains the entire, raw transcription of what the client or agent said. You may find it easier to use the interwoven transcript.
	languageCode	Language used in this interaction. Possible values include `br`, `en`, `es`, or `fr`. In order, these are Brazilian Portuguese, English, Spanish, and French.
	sentiment	Sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. displayed depending on the participant. The value can be `POSITIVE`, `NEGATIVE`, `MIXED`, or `NEUTRAL`. For example, if the `name` value is `CLIENT`, this field displays the overall sentiment of the contact.
	endSentiment	Sentiment displayed at the end of the interaction by either the client or the agent, depending on the channel participant. Determined by the last 30% of an interaction. The value can be `POSITIVE`, `NEGATIVE`, or `NEUTRAL`.
	beginSentiment	Sentiment displayed at the beginning of the interaction by either the client or the agent, depending on the channel participant. Determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. The value can be `POSITIVE`, `NEGATIVE`, or `NEUTRAL`.
	frustration	Level of frustration Looks for cues to identify customer frustration. The cues include words and phrases like, "I'm very angry". Frustration isn't the same as negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative. displayed in the interaction. Possible values are `Low`, `HIGH`, or `NONE`. This metric is shown only if the channel `name` value is `CLIENT`. Frustration is not measured for the agent side of the conversation.
entities		Groups the following sub-metrics for mentions of the custom entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. you've created in the company profile. Mentions are further separated by `channelName`. For example, if both the client and the agent mention the custom entity "website", there is an entity grouping for each participant.
	channelName	The participant that mentioned the entity. Possible values are `CLIENT` or `AGENT`.
	displayText	The word or phrase mentioned during the interaction associated with the entity. Possible values vary depending on the custom entities you've created.
	type	Entity type for this mention. For example, if the client mentions the custom entity "widgets" you created in the Products entity type, the value here is `PRODUCTS`.
	sentimentValue	Sentiment associated with the entity. This can be either a default sentiment or the custom sentiment you've set for the entity. Possible values are `POSITIVE`, `NEGATIVE`, and `NEUTRAL`.
	custom	Whether the entity was added to the company profile or was included as an out-of-the-box (OOB) entity. If it is a custom entity, the value is `true`. If it is an OOB entity, the value is `false`.
	count	Number of times the entity was mentioned in the interaction by either the client or the agent, as shown in the `channelName` for the entity.
categoryMatches		Groups the following sub-metrics for each category match during the interaction, based on the dataset in which the category is used. For example, if a category is used in four different datasets, there are four sub-metric groupings for that category. This raw data does not show where in the interaction a category match occurred, nor how many times the category was matched.
	channelName	The side of the conversation where the category match occurred. Possible values are `CLIENT` or `AGENT`.
	fullPath	Hierarchical location of the category. For example, the category Contacted Multiple Times is part of the category set First Contact Resolution Issues, which in turn is part of the Agent Performance set. If this category is matched in the interaction, this metric value is `Agent Performance/First Contact Resolution Issues/Contacted Multiple Times`.
	dataSetIds	Unique numeric identifier for the datasets in which the category is used.
enlightenMetrics		Groups the following sub-metrics based on the Enlighten customer satisfaction and sales effectiveness metrics. This feature requires Interaction Analytics Advanced or Premium and Enlighten enabled features. If you don't have this feature, the value for each sub-metric is null.
	behaviorName	Name of the Enlighten behavioral metric depending on the Enlighten package model.
	rawScore	The raw score for the agent performance in the behavioral metric for this interaction. The index score is more helpful for finding insights.
	indexScore	Normalized score value from zero to ten for the metric. The NICE Enlighten AI index provides a standardized scoring approach-based ranges of results on billions of real-life consumer interactions. A score of 6 or higher is considered a positive performance for the behavior. A score of 4 or lower is considered a negative performance for the behavior.
	enlightenPackageModels	The type of Enlighten model. Possible values are `CustomerSatisfaction` or `SalesEffectiveness`.
interwovenTranscript		The turn-by-turn transcript of the interaction. Each block is a separate utterance or message. This shows both sides of the conversation at the same time, whereas `Channels` only shows one side of the conversation at a time. Includes any relevant metadata.
	transcriptType	Generally corresponds to the `mediaType` for the interaction, but may be broader in scope. For example, an interaction with the `"mediaType"`: `"PhoneCall"` has a `transcriptType` of `CALL`.
	transcriptBlock	Each block is a segment of the transcribed interaction that includes the following fields:
		channelName	The type of participant within the interaction. The value is either `AGENT` or `CLIENT`, depending on who is talking in this block section.
		offset	The character offset for the transcript block.
		length	Number of characters in this transcript block of the interaction, including spaces and punctuation.
		blockId	Unique numeric identifier for this block of the interaction.
		text	Content of this block of the interaction. These are the words spoken or written by the client or agent, depending on the `channelName` and `transcriptType`.
		channelMetadata	Parent metric for the metadata for this block of the interaction.
		chatMetadata	Includes metadata points for this block of the interaction: `timestamp`: The time the transcript block ended. If you use Digital Experience channels, their metadata will be included with chat metadata.
		emailMetadata	Includes metadata points for this block of the interaction: `"sentDate"`: Displays time stamp in Unix format. `"subject"`: The subject line text of the email. `"from"`: The email address of the sender. `"to"`: The email address of the recipient.
		voiceMetadata	Includes metadata points for this block of the interaction: `timestamp`: The time the transcript block ended. `confidence`: The score for the accuracy of the transcription. Indicates how easy it is to read the transcript due to the amount of errors it contains.
		ignored	If this block was ignored in analysis of the interaction, the value is `true`. If the block was not ignored, the value is `false`.

Other Interaction Metadata

Many of the attributes and metrics in this table are passed to Interaction Analytics from the CXone ACD or other applications in the CXone platform. A link to the specific data dictionary entry has been provided where available. The link opens in separate tab or window for easier reading.

Some metrics are only included in purchasable add-ons, such as Enlighten metrics. If you do not have these metrics, they will still appear as exported columns, but they will display a value of 0.

Metric	Details
abandoned	If the contact abandoned the interaction, the value is `true`. If they did not, the value is `false`. Should always appear `false` because there is no interaction data if the contact is abandoned.
abandonSeconds	Number of seconds the interaction lasted before it was abandoned. `0` indicates the interaction was not abandoned. Should always display `0` because there is no interaction data if the contact is abandoned.
acdContactId	Unique numeric identifier assigned by CXone to a contact.
acdSessionId	Unique numeric identifier assigned by CXone to the agent's login session during which the interaction happened. Appears blank in JSON export. This metric is not helpful for finding meaning in your data.
acwSeconds	Number of seconds the agent spent on after contact work State that allows an agent to complete work requirements after finishing an interaction (ACW) for the interaction. Value displays as `0` in JSON export.
agentCommonId	Numeric or alphanumeric ID for the agent. The ID will be numeric only for inbound contacts. It will be alphanumeric for outbound contacts.
agentId	Unique numeric identifier assigned by CXone to an agent. Helpful when you want to view all interactions for one agent, especially if you have more than one agent with the same name. Value displays as `0` in JSON export.
agentContactId	Same as the `acdContactId`.
agentInfo	Includes the `agentUserId` and the first and last name of the agent handling the interaction.
agentName	Name of the agent who handled the interaction, as specified in their CXone user profile.
agentRecordingId	Unique alphanumeric identifier for a specific segment recording. You can also use the segment ID instead. Appears blank in JSON export.
agentSeconds	Value displays as `0` in JSON export. This metric is not helpful for finding meaning in your data.
agentStreamId	Same as the `acdContactId` and the agentContactId.
agentUserId	Unique alphanumeric identifier for the agent. Similar to a segment ID. Same as the `agentUuid`.
agentUuid	Same as `agentUserId`.
analyticsProcessed	Internal value used by Interaction Analytics. This metric is not helpful for finding meaning in your data.
ani	Also known as caller ID. Listed phone number of an incoming voice call or email address. It can be helpful to use this along with DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. to show how often a customer is called or repeat customer callers. Appears blank in JSON export.
businessUnitId	Unique numeric identifier assigned by CXone to the system where the interaction occurred. Appears blank in JSON export. See `customerId` or tenantId instead.
callbackTime	Length of time the contact waited for a call back after requesting one. If the interaction was not a callback, the value is null.
campaignId	Unique numeric identifier assigned by CXone to the campaign for the interaction. JSON export displays a value of `0`.
campaignName	User-defined name of the campaign for the interaction. This metric isn't currently functional, but will be in a future release.Appears blank in JSON export.
caseId	Unique alphanumeric identifier assigned to case. Appears blank in JSON export. See `masterExternalId` or `segmentContactId` instead.
channelType	The type of channel where an interaction occurred.
clientAni	Also known as caller ID. Listed phone number of an incoming voice call.
clientDialedIn	The number the contact used to reach you or the DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls..
clientPhoneNumber	Similar to ANI. This can be helpful to analyze a specific customer and see both when they contact you and when you contact them.
clientRecordingId	Unique alphanumeric identifier for the recording of a contact. Appears blank in JSON export.
clientStreamId	Identifier for the client stream.
clientUserId	Appears blank in JSON export.
closeReason	How the segment ended. For example, a hold, masking, or screen recording could be close reasons for a segment. Can be useful to see when things like masking occurred.
closeReasonType	Useful for seeing segments that were transferred or conferenced. The metric includes the last action that occurred during an interaction. For example, if an interaction was put on hold and transferred, the close reason type would be considered a transfer because that's the last action that occurred.
complex	Indicates whether transfer occurred. If the interaction did include a transfer, the value is true. If not, the value is false.
confSeconds	Duration in seconds agents spent conferencing during the interaction. If a conference didn't occur, the value is null.
interactionId	Unique alphanumeric identifier assigned by CXone to the interaction.
contactId	Unique numeric identifier assigned by the CXoneACD to an interaction. This is useful to find a specific segment within an interaction. Use `externalId` instead. The id, segmentId, and threadId metrics should also all display the same value as `externalId`.
customerId	Unique numeric identifier for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. Same as tenantId. Appears the same for all interactions in JSON export. .
dialedIn	The phone number of the contact.
directionType	Displays whether interactions are inbound or outbound. This is useful to view the volume of each type of interaction.
dispositionNotes	Notes written by agent while setting the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. for the interaction. This metric isn't currently functional, but will be in a future release.
endTime	The time an interaction ended. The date format is YYYY-MM-DD. The time format is HH:MM:SS.
externalId	Unique numeric identifier assigned by the CXoneACD to an interaction. This is useful to find a specific segment within an interaction. Same as the id, segmentId, and threadId.
firstName	First name associated with a prospective contact ID record. This field is populated for Personal Connection interactions only. If the interaction did not involve Personal Connection, the value is null.
fromAddr	For email interactions, the sender information of the email. For non-email interactions, the value is null. Appears blank in JSON export.
holdCount	Number of times the interaction was placed on hold. If the interaction was not in a media type that involves holds, the value is null.
holdSeconds	Total time the interaction spent in a hold state across all holds. If the interaction was not in a media type that involves holds, the value is null.
inQueueSeconds	Length of time the interaction spent in queue before an agent began to handle it.
interactionDurationSeconds	The total number of seconds the interaction lasted, including all segments.
lastName	Last name associated with a prospective contact ID record. This field is populated for Personal Connection interactions only. If the interaction did not involve Personal Connection, the value is null.
logged	Value always displays as `false` in JSON export. This metric is not helpful for finding meaning in your data.
matchedAccountDataSetIds	Associated with the matchedDataSetIds.
matchedDataSetIds	List of dataset IDs to which this record belongs. If a dataset ID is not included in this list, then the dataset definition has criteria that would exclude this record.
masterContactId	Unique numeric identifier assigned by the CXoneACD to an interaction. It is the parent ID for one or more related segments. Value displays as `0` in JSON export. See interactionId instead.
masterExternalId	Unique alphanumeric identifier for all connected segments within an interaction. Same as `segmentContactId`.
mediaLocation	This metric is not helpful for finding meaning in your data.Appears blank in JSON export.
mediaType	Unique numeric identifier assigned by CXone to the type of communication channel used for the interaction, such as email, inbound voice, SMS, and so on. Value displays as `0` in JSON export.
notableSilencePercentage	Interaction Analytics notes both silence and notable silence. Silence is defined as the amount of time between words where all parties are quiet. It excludes silence from short breaths, speaker changes, and pauses at the end of sentences. Notable silence is any period of silence (as just defined) that lasts three or more seconds. Total notable silence for an interaction is the sum of all notable silence periods. This metric allows you to view the percentage of total notable silence in an interaction or segment.
notableSilenceSeconds	The total number of seconds of notable silence in an interaction or segment.
openReason	Displays details about how the segment opened. Shows recording policy rules such as an unmask, chat rules, resume from mask, and so on.
openReasonType	Shows if segments began as a segment or transfer. Similar to a close reason. Appears blank in JSON export.
outbound	If the interaction was outbound, the value is true. If not, the value is false.
phoneNumber	The phone number of the contact.
pointOfContactId	Unique numeric identifier assigned by CXone for the point of contact for the interaction. Value displays as `0` in JSON export. See mediaType instead.
pointOfContactName	User-defined name for the point of contact for the interaction. Appears blank in JSON export. See mediaType instead.
postQueueSeconds	Duration in seconds of the time the contact remained on the line after the agent disconnected. Value displays as `0` in JSON export.
preQueueSeconds	Duration in seconds of the time the contact spent in the IVR or prequeue state. Value displays as `0` in JSON export.
primaryDispositionId	Shows interactions assigned to each disposition as the primary disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. The disposition is identified by its numeric ID. This metric isn't currently functional, but will be in a future release. Value displays as `0` in JSON export.
recorderId	Unique numeric identifier assigned by CXone to the recorder of the interaction. Appears blank in JSON export. This metric is not helpful for finding meaning in your data.
recordingId	Unique numeric identifier assigned by CXone to an interaction recording. Appears blank in JSON export. This metric is not helpful for finding meaning in your data.
refuseReason	A brief description of the circumstances behind the agent's refusal of the contact. It could be that the notification timed out before the agent could accept the contact, an error occurred, or the agent chose to refuse the contact. Appears blank in JSON export because there is no interaction data if the contact is refused.
refuseTime	Amount of time the agent spent in a refused state for the interaction. Appears blank in JSON export because there is no interaction data if the contact is refused.
refused	If the interaction was refused, the value is true. If not, the value is false. Should always appear false in JSON export because there is no interaction data if the contact is refused.
releaseSeconds	Length of time in seconds that it took the script to execute an OnReleaseevent after both the contact and the agent disconnected. Value displays as `0` in JSON export.
routingTime	Duration of time between when the CXoneACD identifies an agent to handle the incoming interaction and the time the agent accepts the interaction. Value displays as `0` in JSON export.
secondaryDispositionId	Unique numeric identifier assigned by CXone to the secondary disposition for the interaction, if any. Value displays as `0` in JSON export.
segmentContactId	Unique alphanumeric identifier for all connected segments within an interaction. Same as `masterExternalId`.
segmentId	Unique identifier for each segment An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. of an interaction. An interaction can be made up of multiple segments if contacts The person interacting with an agent, IVR, or bot in your contact center. are transferred or conferenced. Useful when you want to analyze a specific segment. Same as id and externalId.
serviceLevelFlag	The number of contacts marked with each service level flag: -1: The contact never entered the queue. 0: An agent handled the contact within the required service level. 1: An agent did not handle the contact within the required service level. Value displays as `0` in JSON export.
shortAbandon	If the interaction was under the short abandon threshold, the value is true. If not, the value is false. Short abandon thresholds are configured at the skill level. The default short abandon value is 15 seconds. Should always appear false in JSON export because there is no interaction data if the contact is abandoned.
skillId	Unique numeric identifier assigned by CXone to a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
skillName	Name of a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
source	The source of interactions will always be CXoneACD or Digital Experience if you use digital Any channel, contact, or skill associated with Digital Experience. channels. If the interaction came from ACD, the value is CXONE. If it happened on a digital channel, the value is BrandEmbassy.
startTime	The date and time an interaction began to the second.
status	Displays interactions by whether the interaction was recorded successfully or not. This metric is not helpful for finding meaning in your data. If an interaction was not recorded successfully, then the data you are looking for won't appear anyway. Appears blank in JSON export.
statusDescription	Do not use. Also describes the status of a recording. Appears blank in JSON export.
teamId	Unique numeric identifier defined in Admin. Value displays as `0` in JSON export.
teamName	Name of the team that handled the interaction, defined in Admin.
tenantId	The ID unique to your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. Always the same for every interaction. This metric is not helpful for finding meaning in your data.
threadId	A unique internal identifier for the digital Any channel, contact, or skill associated with Digital Experience. channel where the interaction took place. If a digital channel wasn't used for the interaction, the value is null.
toAddr	For email interactions, the email address of the recipient of the email. For non-email interactions, the value is null. Appears blank in JSON export.
timeZone	Determined by the ACD. The same time zone appears for every interaction. This metric is not helpful for finding meaning in your data.Appears blank in JSON export.
totalDurationSeconds	The total length of the interaction in seconds. It includes the time the interaction entered the system until the interaction was disposed by the agent. This includes the time a contact spent in-queue before being routed, any after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction), as well as pre-call IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. time for phone calls. Interaction Duration Seconds is more helpful to view the actual length of interactions.
transferIndicatorId	Contacts that were transferred by transfer ID. Different number values indicate different transfer outcomes: 2: Indicates contacts were transferred to a new agent. 1: Indicates contacts were transferred to a new skill. 0: Indicates contacts were not transferred at all. Value displays as 0 in JSON export.
transferIndicatorName	Contacts that were transferred by transfer ID. You can filter by different transfer indicators: ReAgent: Contacts were transferred to a new agent. ReSkill: Contacts were transferred to a new skill. None: Contacts were not transferred at all. Appears blank in JSON export.
updateType	The item that was updated. This is always a segment. This metric is not helpful for finding meaning in your data.
versionId	An internal value that indicates the current version of the interaction. This metric is not helpful for finding meaning in your data.