Custom Columns

  • Name
    Name of the custom column. This name is also used as the name of the column’s item in the Columns list.

  • Data Type
    Required
    Indicates the type of value associated with this column.

    • Numeric

    • Text

    • DateTime

    • TimeSpan

  • Calculation Parameter Type
    Determines a calculation parameter type whose values appear in this column.

  • Value Type
    Whether calculation parameter type name or calculation parameter type value appears in this column.

    • Value

    • Name

  • Expression
    SQL expression used to compute value of the column. Other column values can be used in the expression by using format “source_table.column_name”. If a number with a decimal point is desired, the expressions have to be multiplied by 1.0.

    Example: Create a message column that displays “Please end the call” when an agent is talking over 15 minutes. The expression would be:

    CASE
  WHEN AgentState.Duration > 900 AND AgentState.State = 'Talking'
  THEN 'Please end the call.'
END

    If the “DateTime” is used as a data type for a custom column, expression has to evaluate to the Unix Time format in milliseconds. For more information about the Unix Time and conversion to Unix Time, visit this website.

    If the “TimeSpan” is used as a data type for a custom column, expression has to return value in milliseconds. Also all “TimeSpan” columns used in expression return time interval in milliseconds.

    For more information about supported expression syntax, see the supported SQL functions and operations.

  • Aggregation Function
    A method how to aggregate values into total value.

    • Average - available only for numeric values

    • Count

    • Count Not Null

    • Count Distinct

    • First

    • Last

    • Join Text - available only for text values

    • Max

    • Median - available only for numeric values

    • Min

    • Standard Deviation - available only for numeric values

    • Sum - available only for numeric values

    • Variance - available only for numeric values

    • Weighted Average - available only for numeric values

  • Weight Column
    Available only when “Weighted Average” is selected as an aggregation function.
    Additional info about items is shown on hover
    Name of the column that contains values that will be used as weight modifier while calculating average.

  • Separator
    Available only when “Text” is selected as a Data Type and “Join Text” is selected as an Aggregation Function.
    A separator that is used to separate multiple text values while joining them.