Use msdyn_queueextension to calculate segement-based queue metrics

The msdyn_queueextension table is a Dataverse table that tracks queue-level conversation segments used for analytics and reporting in Dynamics 365 Contact Center. A record in this table represents a queue interaction (segment). When a conversation is transferred between queues, a new record is created for each queue. This provides a complete, segment-by-segment view of a conversation’s journey across queues, enabling granular reporting on queue flow, wait times, customer service representative engagement, transfers, and abandonment.

Core identity and relationships

Each queue segment in the table is linked to a parent conversation and the queue where the segment occurred. Source and target queue references indicate transfer events.

Physical Name	Logical Name	Type	Display Name	Description
msdyn_QueueExtensionId	msdyn_queueextensionid	primarykey	Queue Extension	Unique identifier for entity instances.
msdyn_ConversationId	msdyn_conversationid	Lookup	Conversation Id	Parent conversation id from msdyn_ocliveworkitem.
msdyn_QueueId	msdyn_queueid	Lookup	Queue Id	Queue where the segment occurred.
msdyn_SourceQueue	msdyn_sourcequeue	Lookup	Source Queue	Source queue of the segment transfer.
msdyn_TargetQueue	msdyn_targetqueue	Lookup	Target Queue	Target queue of the segment transfer.

Lifecycle and timing fields

The following fields record key timestamps in a segment’s lifecycle, such as queue entry, routing, representative acceptance, and closure. The following measures are used to calculate wait time and handling durations.

Physical Name	Logical Name	Type	Display Name	Description
msdyn_StartTime	msdyn_starttime	Datetime	Start Time	Segment start. Indicates when the conversation enters the queue.
msdyn_EndTime	msdyn_endtime	Datetime	End Time	Segment end. Indicates when the conversation exits the queue.
msdyn_AgentAssignedOn	msdyn_agentassignedon	Datetime	Agent Assigned On	Timestamp when the routing assignment was first offered.
msdyn_AgentAcceptedOn	msdyn_agentacceptedon	Datetime	Agent Accepted On	Timestamp when a service representative accepts the assignment.
msdyn_ClosedOn	msdyn_closedon	Datetime	Closed On	Timestamp when the segment was closed.

Status and reason fields

These fields classify segment outcomes and transitions, such as abandonment and transfer.

Physical Name	Logical Name	Type	Display Name	Description
msdyn_IsAbandoned	msdyn_isabandoned	bit (Yes/No)	Is Abandoned	TRUE when the customer leaves the conversation before a service representative accepts.
msdyn_CreationReason	msdyn_creationreason	nvarchar (text)	Creation Reason	Reason the segment was created such as, DirectQueueEntry, TransferIn.
msdyn_ClosureReason	msdyn_closurereason	nvarchar (text)	Closure Reason	Reason the segment ended such as, EndConversation, TransferOut, ExternalAgentTransfer, OverflowQueueTransfer.
Statecode	Statecode	State	Status	State of the Queue Extension record.
Statuscode	Statuscode	Status	Status Reason	Status reason for the record.

Time component fields

msdyn_queueextension includes preaggregated duration columns, to support direct aggregation in analytics without other calculations.

Physical Name	Logical Name	Type	Display Name	Description
msdyn_FirstWaitTimeInSeconds	msdyn_firstwaittimeinseconds	int	First Wait Time In Seconds	Wait time (in seconds) from segment start until the representative accepts the call or segment closes.
msdyn_HandleTime	msdyn_handletime	int	Handle Time	Total handle time in seconds. This includes talk, hold, and active wrap-up duration.
msdyn_TalkTime	msdyn_talktime	int	Talk Time	Cumulative talk time in seconds.
msdyn_HoldTime	msdyn_holdtime	int	Hold Time	Cumulative hold time in seconds.
msdyn_ActiveTime	msdyn_activetime	int	Active Time	Cumulative active time in seconds.
msdyn_ActiveChatTime	msdyn_activechattime	int	Active Chat Time	Cumulative active chat time in seconds.
msdyn_ActiveWrapupTime	msdyn_activewrapuptime	int	Active Wrapup Time	Cumulative active wrap-up time in seconds.
msdyn_InActiveTime	msdyn_inactivetime	int	Inactive Time	Cumulative inactive time in seconds.

Related information

Calculate segment-based queue metrics