Link between requests: call_relations

If you want to create a link or a relation between two Contact Centre requests (call_ids) in raw data, e.g. for web callback Surveys, this can be configured. See chapter Callback Survey. Such relations will be found in table call_relations.

One record is stored for each such call/request relation.

• call_id and the internal_session_id will be from call/request #2
• related_call_id and related_session_id will be from call/request #1.

If you want to create such relations between calls/requests (in different services in) your Puzzel solution, please contact Puzzel support to discuss the details to figure out if and when this can be configured (system_related_session_id).

For Scheduled task, we will generate a call_relations record in these cases.

• Outbound call initiated from a scheduled task tab in agent.puzzel.com
• Scheduled task created from call request tab in agent.puzzel.com

• A new scheduled task created by “rescheduling” an open scheduled task in agent.puzzel.com

  A call_relations record for a Scheduled task relation quite often contains a valid related_session_id but a non-existing related_call_id initially, but in these cases the record will usually be updated with the correct related_call_id within 2 hours after the last request ended.

Bot variables (aka 'BoSE' variables)

Available from db version 2.4.2.0.

If some chats or email/tasks are handled by Puzzel's BoSE (BOt Script Engine) before possibly being sent to a queue answered by human agents, and bot/BoSE variables are generated and stored (using xdr_copy), and it's configured that such bot/BoSE variables should be sent to your Raw data instance, this will result in:

• one record in table call_relations linking the bot/BoSE session that ended to the related Chat or Email/Task session (that usually ends later).
• one record per bot/BoSE variable in table call_variables 

When the related Chat or Email/Task session has ended (might be days later for Email/Task), we will update the record in call_relations with correct value for related_call_id.