Standard attributes

The reference table below lists both the display names and system names for Conversation standard Klass date attributes available in the Kustomer platform.You can use the system names for these standard attributes to customize shortcuts, email templates, and other Kustomer features that require the system name for attributes. Additionally, you can use the display name when building a Kustomer custom report in the second step of the chart editor. This table shows the standard date attributes for the Conversation object.Display nameSystem nameDescriptionConversation First Message In SentfirstMessageIn.sentAtThe date and time the first message was sent into the conversation.Conversation Satisfaction CreatedsatisfactionLevel.createdAtThe date and time the conversation satisfaction was created.SLA Matched Atsla.matchedAtThe date and time an SLA was first matched to the conversation.First Breach Atsla.summary.firstBreachAtThe date and time an SLA first breached on the conversation.Satisfied Atsla.satisfiedAtThe date and time an SLA was satisfied.First Response SLA Breach Atsla.firstResponse.breachAtThe date and time the first response SLA was breached.First Response SLA Satisfied Atsla.firstResponse.satisfiedAtThe date and time the first response SLA was satisfied.Longest Unresponded Message SLA Breach Atsla.longestUnrespondedMessage.breachAtThe date and time the longest unresponded message SLA was breached.Longest Unresponded Message SLA Satisfied Atsla.longestUnrespondedMessage.satisfiedAtThe date and time the longest unresponded message SLA was satisfied.Total Convo Open Time SLA Breach Atsla.totalConversationOpenTime.breachAtThe date and time the total convo open time SLA was breached.Total Convo Open Time SLA Satisfied Atsla.totalConversationOpenTime.satisfiedAtThe date and time the total convo open time SLA was satisfied.Total Customer Wait Time SLA Breach Atsla.totalCustomerWaitTime.breachAtThe date and time the total customer wait time SLA was breached.Total Customer Wait Time SLA Satisfied Atsla.totalCustomerWaitTime.satisfiedAtThe date and time the total customer wait time SLA was satisfied.

Work items are objects that are routed in the routing system. They have a weight and priority, and they belong to a queue. Work-items hold a relationship to the Conversation object; they track the state of work for a conversation. It includes the current status and assignment of a conversation and is used by the router to feed work to a user. A work item is created for every open conversation and represent the cycle from creation to a completed state. A single conversation can have multiple work items. This article lists the available attributes for work items.AttributeTypeDescriptionchannelStringDenormed channel from the conversationcompletedAtDateDate the item got to a completed status. An item is completed once the conversation is marked done.createdAtDateTimestamp of when this work item was createdUsed in metric: Current Conversation Statuses, Total Conversations (Queue)firstEnterQueueAtDateTime of first queued stateUsed in metric: Total Conversations (Queue)handleObjectTime from when the conversation is assigned to an agent to when it enters wrap-up or is completed (whichever comes first)handle.businessTimeNumberTime within business hours handled (time from assignment until completed or wrap-up)Used in metric: Average Handle Time (Queue) handle.timeNumberTime handled (time from assignment until completed or wrap-up)itemSizeNumberItem weight denormed from the queueivrObjectTime between conversation create or re-open to the time the item gets queuedivr.businessTimeNumberTime within business hours spent in ivr stateivr.enteredAtDateEntered the ivr stateivr.timeNumberTime spent in ivr statelastRevisionObjectlastRevision.acceptedAtDateDate the item was accepted (routed to a user and accepted by the user)Used in metric: Longest Wait, Latest Wait, Average Wait, Average Handle Time, Max Weight Time, Average Queue Time (Queue)lastRevision.enteredQueueAtDateTime the item entered a queuelastRevision.externalQueueStringExternal queue assigned to this item. This is only relevant for customers using the Amazon-connect voice integration.lastRevision.lastRejectedAtDateDate of the last rejection (routed to a user and declined by the user)lastRevision.lastTimedoutAtDateDate of the last timeout (routed to a user and the user didn't accept it in time and it timed out)lastRevision.queueBusinessTimeNumberTime within business hours spent in queued stateUsed in metric: Max Wait Time, Average Queue Time (Queue)lastRevision.queueTimeNumberTime spent in queued stateUsed in metric: Longest Wait, Average Wait (Queue)lastRevision.routedAtDateDate the item was routed to a userlastRevision.timedoutBooleanRouted to a user and the user didn't accept it in time and it timed outmodifiedAtDateTimestamp of when this work item was last modifiedpausedBooleanWhether or not this conversation is paused. Currently maps to snoozed state in conversation. priorityNumberPriority of the item denormed from the queuequeuedCountNumberNumber of times it has entered a queued staterelationships.acceptedByStringID of the user that the work item was accepted byrelationships.assignedByStringID of the user that the work item was assigned byrelationships.assignedToStringID of the user that the work item was assigned torelationships.lastRejectedByStringID of the user that the work item was rejected byrelationships.lastTimedoutByStringID of the user that the work item was timed out byrelationships.modifiedByStringID of the user that the work item was modified byrelationships.queueStringID of the queue that was used on the last revisionrelationships.resource.data.idStringResource ID (conversation ID) that the work item relates torelationships.resource.data.typeStringResource type that the work item relates to. Currently this is always conversation.relationships.teamStringID of the team the user assigned to the work item belongs toresourceTypeStringResource being worked on. Currently this is always conversation.Used in metric: Total Conversations (Queue)revNumberRevision number of this work item (counts up in order)statusString enumCurrent status that this work session is in. Will be one of ivr, queued, routed, assigned, wrap-up, completedUsed in metric: Current Conversation Statuses, Total Conversations, Conversations per Available Agent (Queue)updatedAtDateTimestamp of when this work item was last updatedwrapUpObjectA work item goes into wrap-up when it is ended by the customer or agent but the required fields have not been completed yet. wrapUp.businessTimeNumberTime within business hours spent in wrap-up stateUsed in metric: Wrap-Up Time Total, Wrap-Up Time Average (Queue)wrapUp.enteredAtDateTime the item entered the wrap-up stateUsed in metric: Wrap-Up Time Total, Wrap-Up Time Average (Queue)wrapUp.timeNumberTime the item spent in wrap-up state

A work session represents a period of work of a user in the routing system, from signing in until signing out. A new work session is created every time an agent goes to an available status and keeps track of their workspace and other metrics to determine whether or not new work-items should be routed to them. Work sessions also hold the state for the routing status, the capacity, the queues the agent is "listening-to", and their current team. This article lists the available attributes for work sessions. Keep in mind the following key concepts while reviewing these descriptions:Available means the user is available for routed work.Busy means the user is busy and will not be routed work.Unavailable means the user is unavailable for routed work.Capacity is the amount of conversations an agent can have at one time in their inbox. This limit is based on their team assignment.AttributeTypeDescriptioncapacityRemainingNumberAmount of work capacity remaining that the agent can work on (as defined by the routing settings of the team they're available for). This is calculated as Total capacity - open work items assigned to the agentUsed in: Capacity (Team Pulse)capacityStatusStringCapacity of the agent's work-session, which can be idle, at-capacity, or not-at-capacity.Used in: Current Agent Status (Queue)createdAtDateTimestamp of when this work item was createdhandledItemCountNumberTotal number of items handledUsed in: Agent Total Handled Items  (Queue)lastAssignedItemAtDateDate when last item was assignedlastCompletedItemAtDateDate when last item was completedmodifiedAtDateTimestamp of when this work item was last modifiedpausedWorkItemCountNumberNumber of paused (snoozed conversations) currently assigned to the agentrelationships.statusStringStatus ID of the sessionrelationships.teamStringTeam ID the session relates torelationships.userStringUser ID the session relates torevNumberRevision number of this work item (counts up in order)routableBooleanWhether or not the user is able be routed new itemsUsed in metric: Current Agent Statuses, Available Agents, Unavailable Agents (Queue)signedInAtDateTime of first availablesignedOutAtDateTime of offlineUsed in metric: Current Agent Statuses, Available Agents, Unavailable Agents,  (Queue)statusTypeStringAgent's status which can be available, unavailable, or busy.Used in metric: Conversations per Available Agent (Queue)totalAvailableObjectSum of the total time this agent has been availabletotalAvailable.statusAtDateLast time status was changed to availableUsed in metric: Available Time Total (Queue)totalAvailable.timeNumberTotal accumulated time in available state. This is calculated on status change.totalAvailable.businessTimeNumberTotal accumulated time within business hours in available state. This is calculated on status change.Used in metric: Available Time Total (Queue)totalAvailableAtCapacityObjecttotalAvailableAtCapacity.timeNumberTime spent at full capacity in available statustotalAvailableAtCapacity.businessTimeNumberTime spent at full capacity within business hours in available statustotalAvailableIdleCapacityObjecttotalAvailableIdleCapacity.timeNumberTime spent idle in available statustotalAvailableIdleCapacity.businessTimeNumberTime spent idle within business hours in available statustotalAvailableNotAtCapacityObjecttotalAvailableNotAtCapacity.timeNumberTime spent not at capacity (working on at least 1 item) in available statustotalAvailableNotAtCapacity.businessTimeNumberTime spent not at capacity within business hours (working on at least 1 item) in available statustotalBusyObjectSum of the total time this agent has been busytotalBusy.statusAtDateLast time status was changed to busyUsed in metric: Busy Time Total (Queue)totalBusy.timeNumberTotal accumulated time in busy state. This is calculated on status change.totalBusy.businessTimeNumberTotal accumulated time within business hours in busy state. This is calculated on status change.Used in metric: Busy Time Total (Queue)totalBusyAtCapacityObjecttotalBusyAtCapacity.timeNumberTime spent at full capacity in busy statustotalBusyAtCapacity.businessTimeNumberTime spent at full capacity within business hours in busy statustotalBusyIdleCapacityObjecttotalBusyIdleCapacity.timeNumberTime spent idle in busy statustotalBusyIdleCapacity.businessTimeNumberTime spent idle within business hours in busy statustotalBusyNotAtCapacityObjecttotalBusyNotAtCapacity.timeNumberTime spent not at capacity (working on at least 1 item) in busy statustotalBusyNotAtCapacity.businessTimeNumberTime spent not at capacity within business hours (working on at least 1 item) in busy statustotalCapacityNumberThe amount of work capacity TOTAL that the agent could work on (as defined by the routing settings of the team they're available for)totalUnavailableObjectA sum of the total time this agent has been unavailabletotalUnavailable.statusAtDatelast time status `unavailable` was changed toUsed in metric: Unavailable Time Total (Queue)totalUnavailable.timeNumbertotal accumulated time in unavailable state (calculated on status change)totalUnavailable.businessTimeNumbertotal accumulated time within business hours in unavailable state (calculated on status change)Used in metric: Unavailable Time Total (Queue)totalUnavailableAtCapacityObjecttotalUnavailableAtCapacity.timeNumberTime spent at full capacity in unavailable statustotalUnavailableAtCapacity.businessTimeNumberTime spent at full capacity within business hours in unavailable statustotalUnavailableIdleCapacityObjecttotalUnavailableIdleCapacity.timeNumberTime spent idle in unavailable statustotalUnavailableIdleCapacity.businessTimeNumberTime spent idle within business hours in unavailable statustotalUnavailableNotAtCapacityObjecttotalUnavailableNotAtCapacity.timeNumberTime spent not at capacity (working on at least 1 item) in unavailable statustotalUnavailableNotAtCapacity.businessTimeNumberTime spent not at capacity within business hours (working on at least 1 item) in unavailable statusupdatedAtDateTimestamp of when this work item was last updatedworkItemCountNumberThe number of items the user currently has assigned to them. This includes snoozed items.Used in metric: Current Agent Statuses (Queue)

The reference table below lists the display names, system names, data type, and descriptions for the Customer standard Klass attributes available in the Kustomer platform. You can use the system names for these standard attributes to customize shortcuts, email templates, and other Kustomer features that require the system name for attributes. Additionally, you can use the display name when building a Kustomer custom report in the second step of the chart editor. Display nameSystem nameData typeDescriptionAddresslocations.addressStringPrimary full address information of this customer.Address Line 2locations.address2StringSecondary full address information of this customer.BirthdaybirthdayAtDateDate of the birthday of this customer.Citylocations.cityNameStringCity name of the primary address for this customer.Conversation Done CountconversationCounts.doneNumberTotal count of all conversations in the "Done" status for this customer. Conversation Open CountconversationCounts.openNumberTotal count of all conversations in the "Open" status for this customer. Conversation Snoozed CountconversationCounts.snoozedNumberTotal count of all conversations in the "Snoozed" status for this customer. Conversations CountconversationCounts.allNumberTotal count of all conversation for this customer.Countrylocations.countryNameStringCountry name of the primary address for this customer. Created BycreatedByStringName of the user that created this customer.Current ViewerscurrentViewersArrayName(s) of the associated users currently viewing this customer.Default LanguagedefaultLangStringDefault language of this customer.DeleteddeletedBooleanBoolean value of whether a customer has been deleted.Deleted BydeletedByStringName of the user that deleted this customer.Emailemails.emailStringEmail address(es) of this customer.External IDexternalIdsStringArray of ID's of this customer in an external application, if applicable.GendergenderStringGender associated with this customer.ImportedimportedBooleanWas this customer imported from an external system.Last Satisfaction RatinglastSatisfaction.ratingNumberLast satisfaction rating this customer gave on a conversation.LocalelocaleStringLocation derived, default languages associated with this customer.LocationslocationsArrayArray of locations associated with this customer.Modified BymodifiedByStringName of the user that modified this customer.NamenameStringName of this customer.Phonesphones.phoneNumberPhone number of this customer.Recent Location CityrecentLocation.location.cityNameStringCity name of the primary address for this customer's recent location.Recent Location CountryrecentLocation.location.countryNameStringCountry name of the primary address for this customer's recent location.Recent Location RegionrecentLocation.location.regionCodeStringRegion name of the primary address for this customer's recent location.Shared emailssharedEmails.emailArrayEmail address(es) shared with one or more customer.Shared External IDssharedExternalIdsArrayExternal ID(s) shared with one or more customer.Shared PhonessharedPhones.phoneArrayPhone number(s) shared with one or more customer.Shared SocialssharedSocials.usernameArrayArray of social media handles shared with one or more customer.Socialssocials.usernameArrayArray of the social media handles for this customer.Statelocations.regionNameStringState name of the primary address for this customer. StatusstatusStringCount and status of the conversations this customer currently has associated with them. (3 Open, 5 Snoozed, 1 closed)Time Zonelocations.timeZoneStringTimezone associated with this customer.URLurls.urlStringWebsite of this customer.UsernameusernameStringExternal username this customer uses for an organization.VerifiedverifiedBooleanHas this customer been verified.WhatsappswhatsappsArrayArray of this customer's WhatsApp numbers.Zip Codelocations.zipCodeNumberZip code of the primary address of this customer.

The reference table below lists the display names, system names, data type, and descriptions for the Notes standard Klass attributes available in the Kustomer platform. You can use the system names for these standard attributes to customize shortcuts, email templates, and other Kustomer features that require the system name for attributes. Additionally, you can use the display name when building a Kustomer custom report in the second step of the chart editor. Display nameSystem nameData typeDescriptionAttachment CountattachmentCountNumberNumber of attachments on this note.BodybodyStringContent of this note.Created AtcreatedAtDateDate/time this note was created.Created BycreatedByStringID(s) of the user who created this note.Modified AtmodifiedAtDateDate/time this note was last modified (changed by a user).Modified BymodifiedByStringID(s) of the user who last modified this note.Updated AtupdatedAtDateDate/time this note was last updated.User MentionsuserMentionsArrayA list of users that were mentioned on this note.

The reference table below lists the display names, system names, data type, and descriptions for the Message standard Klass attributes available in the Kustomer platform. You can use the system names for these standard attributes to customize shortcuts, email templates, and other Kustomer features that require the system name for attributes. Additionally, you can use the display name when building a Kustomer custom report in the second step of the chart editor. Display nameSystem nameData typeDescriptionAppappStringApplication origin of this message (chat, Gmail, form, etc.).Assigned TeamsassignedTeamsStringName of the team(s) assigned to the conversation this message is a part of.Assigned UsersassignedUsersStringName of the user(s) assigned to the conversation this message is a part of.AutoautoBooleanIf the message was automatically generated.ChannelchannelStringChannel of this message.Created AtcreatedAtDateDate/time this message was created.Created By TeamscreatedByTeamsStringID(s) of the assigned team(s) of the user who created this message.DirectiondirectionStringMessage direction (can either be "in" or "out").Direction TypedirectionTypeStringSpecific direction "type" of this message. There are 6 direction types: Initial In (initial inbound message)Initial Out (initial outbound message)Response In (inbound response to an outbound message)Response Out (outbound response to an inbound customer message)Followup In (follow-up inbound message from a customer when their previous message is not yet replied to)Followup Out (follow-up outbound message after a user's previous message is not yet replied to by the customer).External IDexternalIdStringThird part application ID for this message.First CompanyfirstCompanyStringRelated company upon creation of this message.HeadersmetaArrayAn array of meta-data associated with this message.Modified AtmodifiedAtSateDate/time this message was last modified.PreviewpreviewStringPreview of the body content for this message.RedactedredactedBooleanIf this message was redacted.Sent AtsentAtDateDate/time this message was sent.SizesizeNumberTotal size of this message, including attachments.StatusstatusStringCurrent status of this message.SubjectsubjectStringSubject line, or initial body content of this message.Updated AtupdatedAtDateDate/time this message was last updated.

The reference table below lists the display names, system names, data type, and descriptions for the Conversation Views (Handle Time) standard Klass attributes available in the Kustomer platform. These can be beneficial when getting a better understanding of the average handle time on conversations in your Kustomer instance.The average handle time in custom Kustomer reports represents an average of all the handle time events of a conversation. The calculation is a sum of the handle time, divided by the distinct amount of handle events.Display nameSystem nameData typeDescriptionCreated AtcreatedAtDateDate/time this conversation view event was created. View events are created at the conclusion of a view session.Assigned TeamsassignedTeamsString ID(s) of the team(s) assigned to this conversation.Assigned UsersassignedUsersStringName(s) of the user(s) assigned to this conversation.ChannelschannelsStringChannel or channels of communication for this conversation. If omni-channel, ordering should follow the order in which the channel was used.Created BycreatedByStringID of the user who created this view session.Time Created By TeamscreatedByTeams.nameStringNames of the teams of the user who created this view session.Message AtmessageAtDateDate/time the message was added to this conversation.Message TimemessageTimeNumberTotal time in seconds the reply editor is open on this conversation.Note AtnoteAtDateDate/time the note was added to this conversation. Note TimenoteTimeNumberTotal time in seconds the note editor is open on this conversation.Handled AthandleAtDateTime the user began viewing this conversation.Handled TimehandleTimeNumberCombined time in seconds of all view events on this conversation.