One row is
one agent assignment
Delivery
Rewritten daily
Columns
34
Where it lands
snapshot_date= partition only, and check for _SUCCESS before you do, as
described in bucket layout.
Columns
bigint
Internal warehouse key. Not stable between deliveries — the row is identified by
conversation_id plus assignment_sequence.bigint
Internal warehouse key for the conversation. Use
conversation_id.varchar(36)
Identifier of the workspace the row belongs to.
varchar(256)
Id of the tenant.
NULL for rows with no tenant mapping.varchar(256)
Name of the tenant.
NULL for rows with no tenant mapping.varchar(100)
Instance the workspace is served from.
bigint
Join key. Conversation that was assigned. Joins to
cloud_chat_conversations. Not unique here: one row per assignment.bigint
Number shown to agents for that conversation.
bigint
Account the conversation belongs to.
bigint
Agent the conversation was assigned to in this row.
varchar(255)
Name of that agent.
boolean
Whether the assignee was a person rather than an AI agent.
varchar(5)
Type of assignee:
AI or HUMAN.bigint
Position of this assignment in the conversation, starting at 1. Filter to
1 for the first handler; the highest value is the last.boolean
Whether this assignment happened after an AI agent handed the conversation over. Use it to measure response time only on conversations a person inherited.
timestamp
When the assignment started.
timestamp
When it ended.
NULL while the agent is still assigned, which is why assignment_duration_seconds can be NULL on open conversations.boolean
Whether the assignment was actually recorded against an agent.
bigint
Seconds the agent held the conversation.
double precision
The same duration in minutes.
timestamp
The agent’s first reply during this assignment.
boolean
Whether the agent replied at all during the assignment.
false marks assignments that were reassigned before anyone answered.bigint
Seconds from assignment to first reply, in wall-clock time.
double precision
The same interval in minutes.
bigint
Seconds from assignment to first reply, within working hours.
double precision
The same interval in minutes. This is the fairest measure of an agent’s response time.
bigint
Seconds from the moment the conversation became available to answer to the first reply, in wall-clock time.
double precision
The same interval in minutes.
bigint
The same interval in seconds, within working hours.
double precision
The same interval in minutes, within working hours.
bigint
Team the agent belonged to for this assignment.
varchar(255)
Name of that team.
timestamp
When the datamart last wrote this row.
date
Partition column. Date of the delivery that wrote this file, in
YYYY-MM-DD.