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[This article is prerelease documentation and is subject to change.]
Proactive engagement allows for customer outreach based on configured engagement scenarios and customer data insights.
The msdyn_proactive_delivery and msdyn_proactive_delivery_attribute tables store the information related to proactive engagement deliveries and associated attributes, providing comprehensive data for reporting and analytics on proactive engagement activities. Organizations can use this data to:
- Track delivery success rates and performance metrics
- Analyze customer engagement patterns and outcomes
- Monitor queue performance and agent productivity
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Prerequisites
Proactive engagement is configured. Learn more in Configure proactive engagement (preview).
msdyn_proactive_delivery
The msdyn_proactive_delivery table contains delivery requests accepted through the proactive engagement API. The Proactive Engagement service adds records to this table.
| Column | Schema Name | Type | Description |
|---|---|---|---|
| Delivery Id | msdyn_delivery_id | Text | Unique identifier for the delivery. |
| Conversation Id | msdyn_conversation_id | Text | Identifier that links the delivery record to the conversation record. |
| Call Id | msdyn_call_id | Text | The correlationId of the Azure Communication Services call. This ID is used to track the call. |
| Proactive Engagement Configuration Id | msdyn_proactive_engagement_config_id | Text | The proactive engagement configuration used. |
| Journey Id | msdyn_journey_id | Text | The journey ID populated if Customer Insights journey is used to trigger the call. |
| Journey Run Id | msdyn_journey_run_id | Text | Specific run instance of the journey, if applicable. |
| Contact Id | msdyn_contact_id | Text | Id of the customer contact in Dynamics. |
| Channel | msdyn_channel | Text | Communication channel used. Supports the voice channel only. |
| Status | msdyn_status | Text | Current delivery status: Pending, InProcess, Complete, Expired, Cancelled, or Error. |
| Queue Id | msdyn_queue_id | Text | Identifier for the queue handling the delivery. |
| Tracking Id | msdyn_tracking_id | Text | Custom tracking identifier. |
| Dial Mode Type | msdyn_dialmode_type | Text | The dial mode configuration. The values are: Copilot, Progressive, Preview. |
| To Address | msdyn_to_address | Text | Destination phone number for the outbound call. |
| From Address | msdyn_from_address | Text | Source phone number for the outbound call. |
| Window Start Date | msdyn_window_start_date | Date and Time | The beginning timestamp for the call window in the yyyy-MM-ddTHH:mm:ss.fffZ format. |
| Window End Date | msdyn_window_end_date | Date and Time | The end timestamp for the call window in the yyyy-MM-ddTHH:mm:ss.fffZ format. |
| Start Date | msdyn_start_date | Date and Time | Actual start time of the call. |
| End Date | msdyn_end_date | Date and Time | Actual end time of the call. |
| Result | msdyn_result | Text | Final outcome of the call: CallEnded, CallFailed, BotFailed, Expired, Cancelled, or Error. |
| Result Date | msdyn_result_date | Date and Time | Timestamp when the result was determined. |
| Disposition Codes | msdyn_disposition_codes | Text | Comma-separated list of quoted disposition codes such as PromiseToPay, SpokeToAgent. |
msdyn_proactive_delivery_attribute
The msdyn_proactive_delivery_attribute table contains name-value pairs associated with each delivery. This table has both the input attributes provided to the API and corresponding responses.
| Column | Schema Name | Type | Description |
|---|---|---|---|
| Proactive Delivery | msdyn_proactive_delivery | Lookup | Reference to the parent proactive delivery record. |
| Keyword | msdyn_keyword | Text | Name of the attribute or parameter. |
| Value | msdyn_value | Text | Value associated with the keyword. |
| Type | msdyn_type | Choice | Indicates whether the record corresponds to an input or result attribute. |