Data models and report mappings for historical analytics reports in Customer Service

This article lists the out-of-the-box data models and report mappings for historical reports. Use the information to edit the report mappings for the various out-of-the-box reports.

Customer service manager analytics

Edit the report mapping

Use the Dynamics_365_Customer_Service_Omnichannel_analytics.pbix file to edit the following reports:

• Summary
• Agent
• Topics
• Bot

Data model

Data dictionary

Entities	Attributes	Description
DimDate	Date time	Date time. The type is Date/Time.
DimDate	Day	Day name. Example: "Fri".
DimDate	Year	Year number. Example: "2021".
DimDate	Week	Week number. Example: "1".
DimDate	Month	Month name. Example: "Apr 2021"
DimDate	Quarter	Quarter name. Example: "Q1".
DimDate	Hour	Hour. Example: "01:00", "01:30"
FactCase	Incident id	Incident id, Primary key. Type: Guid.
FactCase	Case number	Case number value.
FactCase	Queue id	Queue id. Foreign key to DimQueue.
FactCase	Owner system user id	Owner system user id. Foreign key to DimSystemUser.
FactCase	Case url	URL for case.
FactCase	Case property id	Foreign key to DimCaseProperty.
FactCase	Topic id	Topic id. Foreign key to DimTopic.
FactCase	Case title	Case title.
FactCase	Created on	Date created on.
FactCase	Incoming cases	Incoming cases count.
FactCase	Total cases	Total case count.
FactCase	Resolved cases	Case count when case status is resolved.
FactCase	Active cases	Case count when case status is active.
FactCase	Canceled cases	Case count when case status is canceled.
FactCase	Escalated cases	Case count when case is escalated.
FactCase	Escalated rate	Rate that escalated cases divided by total cases.
FactCase	Case volume	Total case count per topic divided by total cases.
FactCase	Case volume change	Total case count link relative ratio for the same date range filter.
FactCase	Avg. resolve time (hrs	Average time for case handle time.
FactCase	Avg. case age (days)	Average case age
FactCase	First response - SLA %	Total cases when first response sent is false divided by total cases.
FactCase	Avg. CSAT	Average CSAT score.
FactCase	CSAT impact	Change ratio for the CSAT.
FactCase	Avg. survey sentiment	Average survey sentiment.
FactCase	Survey sentiment impact	Change ratio for the sentiment.
DimQueue	Queue	Queue name.
DimQueue	Queue id	Queue ID. Primary key. Type: Guid.
DimSystemUser	Agent	Name of the agent.
DimSystemUser	System user id	System user ID.
DimCaseProperty	Case status	Case status value, Example: Active, Canceled, Resolved.
DimCaseProperty	Case priority	Case priority value, Example: Low, High, Normal.
DimCaseProperty	Channel	Case channel.
DimCaseProperty	Case age	Description for case age, Example: 4-7 Days, <1 Day, 1-3 Days
DimCaseProperty	Case property id	Case property ID. Primary key.
DimTopic	Topic	Topic name.
DimTopic	Topic id	Topic ID. Primary key. Type: Guid.
DimTimeZone	Time zone	Time zone code. Example: GMT +01:00

Omnichannel analytics

Edit the report mapping

Use the Dynamics_365_Customer_Service_Omnichannel_analytics.pbix file to edit the following reports:

• Conversation
• Queue
• Agent
• Topics
• Bot

Data model

Data dictionary

Entities	Attributes	Description
DimAgentPresence	Agent presence id	Primary key.
DimAgentPresence	Presence status	Agent presence status. That is, Available, Busy, Busy-DND, Away, or Offline.
DimConversationProperty	Conversation property id	Primary key.
DimConversationProperty	Channel	Channel name. The name of the channel that the conversation came through.
DimConversationProperty	Conversation status	The status of the conversation. That is, open, active, waiting, wrap up, and closed.
DimDate	Date time	Date and time. The type is Date/Time.
DimDate	Day	Day name. Example: "Fri".
DimDate	Hour	Hour. Example: "01:00", "01:30"
DimDate	Month	Month name. Example: "Apr 2021".
DimDate	Quarter	Quarter name. Example: "Q1".
DimDate	Week	Week number. Example: "1".
DimDate	Year	Year number. Example: "2021".
DimQueue	Queue id	Queue ID. Primary key of type GUID.
DimQueue	Is omnichannel queue	Whether the queue is an omnichannel queue. Currently, it's always true.
DimQueue	Queue	Queue name.
DimSystemUser	System user id	System user ID.
DimSystemUser	Agent	Name of the agent.
DimSystemUser	Is bot	Whether the system user is a bot. True or false.
DimTimeZone	Time zone	Time zone code such as GMT +01:00.
DimTopic	Topic id	Topic ID. Primary key of type GUID.
DimTopic	Topic	Topic name.
FactAgentStatusHistory	Agent status history id	Original identifier of the agent status history record from msdyn_agentstatushistory entity. Type: Guid.
FactAgentStatusHistory	System user id	Agent ID. Foreign key to DimSystemUser.
FactAgentStatusHistory	Agent logged in time	The time an agent logged in the omnichannel application per presence status.
FactAgentStatusHistory	Agent presence id	Foreign key to DimAgentPresence.
FactAgentStatusHistory	Agent available duration (hrs)	The time an agent is in the Available state in the omnichannel application.
FactAgentStatusHistory	Agent away duration (hrs)	The time an agent is in the away state in the omnichannel application.
FactAgentStatusHistory	Agent busy (DND) duration (hrs)	The time an agent is in the Busy DND state in the omnichannel application.
FactAgentStatusHistory	Agent busy duration (hrs)	Time an agent in the busy state in omnichannel application.
FactAgentStatusHistory	Agent offline duration (hrs)	The time an agent signed out of the omnichannel application.
FactAgentStatusHistory	Agent total sign-in time (hrs)	The time an agent is in each status. The column is used to calculate other measures like "Agent available duration (hrs)", "Agent away duration (hrs)".
FactConversation Conversation id	Identifier of the conversation record.	Primary key of type GUID.
FactConversation	Conversation title	Conversation title.
FactConversation	Conversation Url	Conversation URL.
FactConversation	Conversation property id	Foreign key to DimConversationProperty.
FactConversation	Owner system user id	Owner system user ID. Foreign key to DimSystemUser.
FactConversation	Queue id	Queue ID. Foreign key to DimQueue.
FactConversation	Topic id	Topic ID. Foreign key to DimTopic.
FactConversation	Is offered	Whether the conversation is initiated by the customer. Bot escalates to an agent or an agent handling customer call directly.
FactConversation	Is conversation date in past	Is conversation data in past.
FactConversation	Is outbound	Is outbound conversation.
FactConversation	Abandon rate	Abandon rate.
FactConversation	Avg. conversation hold time (min)	The total time an agent has put a customer on hold.
FactConversation	Avg. conversation sentiment	Average conversation sentiment.
FactConversation	Avg. conversation talk time (min)	The total time spent by the customer and agent talking on the voice call. It’s the difference between the handle time and cumulative time in hold and after call work time.
FactConversation	Avg. conversation time (min)	Average conversation time (min).
FactConversation	Avg. conversation wrap-up time (min)	Average conversation wrap-up time (min).
FactConversation	Avg. CSAT	Avg. CSAT.
FactConversation	Avg. speed to answer (sec)	The time it took for a customer call to be answered.
FactConversation	Conversation volume	Conversation volume that is assigned to a topic.
FactConversation	Conversation volume change	Conversation volume change.
FactConversation	Created on	Date created on.
FactConversation	Closed on	Date closed on.
FactConversation	Engaged conversations	Offered conversations that are engaged by an agent. Customer-to-agent communication can begin at this point.
FactConversation	Incoming conversations	The number of incoming conversations.
FactConversation	Outgoing conversations	The number of outgoing conversations.
FactConversation	Total conversations	The number of total conversations.
FactConversation	Transfer rate	The percentage of conversations that are transferred to another agent or queue.
FactConversation	Sentiment zone	Sentiment zone for the conversation.
FactConversation	Avg. conversation active time (min)	Average time when conversation is active.
FactConversation	Avg. conversation inactive time (min)	Average time when conversation is inactive.
FactConversation	Avg. customer effort time (min)	Average time for customer effort.
FactConversation	Avg. handle time (min)	Average active time for the closed conversation.
FactConversation	Avg. incoming messages	Average incoming messages.
FactConversation	Avg. outgoing messages	Average outgoing messages.
FactConversation	Conversation count	Conversation count.
FactConversation	Avg. response time (min)	Average response time up on response time of each session.
FactConversation	Avg. session per conversation	Average session count per conversation.
FactConversation	Avg. survey sentiment	Average sentiment score.
FactConversation	Avg. time for first response (min)	Average response time for first response time.
FactConversation	Avg. wait time (sec)	Average wait time.
FactConversation	Outgoing messages	Outgoing messages count.
FactConversation	Incoming messages	Incoming messages count.
FactSession	Session id	Identifier of the session record.
FactSession	Conversation id	Foreign key to FactConversation.
FactSession	Conversation title	Conversation title.
FactSession	Conversation Url	Conversation URL.
FactSession	Created on	Date created on.
FactSession	Closed on	Date closed on.
FactSession	Queue id	Queue ID. Foreign key to DimQueue.
FactSession	Topic id	Topic ID. Foreign key to DimTopic.
FactSession	Primary system user id	Primary system user ID. Foreign key to DimSystemUser.
FactSession	Is agent accepted session	Is agent accepted the session or not.
FactSession	Is agent session	Is agent session or not.
FactSession	Avg. conversation handle time (min)	Average conversation handle time (min).
FactSession	Avg. conversation hold time (min)	Average conversation hold time (min).
FactSession	Avg. conversation sentiment	Average sentiment score based on the verbatim provided in customer voice survey.
FactSession	Avg. conversation talk time (min)	Average conversation talk time (min).
FactSession	Avg. CSAT	Average CSAT.
FactSession	Avg. incoming messages	Average incoming messages.
FactSession	Avg. outgoing messages	Average outgoing messages.
FactSession	Avg. session active time (min)	Average session active time (min).
FactSession	Avg. session handle time (min)	Average session handle time (min).
FactSession	Avg. session hold time (min)	Average session hold time (min).
FactSession	Avg. session inactive time (min)	Average session inactive time (min).
FactSession	Avg. session sentiment	Average session sentiment.
FactSession	Avg. session talk time (min)	Average session talk time (min).
FactSession	Avg. session time (min)	Average session time (min).
FactSession	Avg. Speed to answer (sec)	Average speed to answer (sec).
FactSession	Avg. wait time (min)	The average time in minutes customers waited before connecting to agents. Similar to "speed to answer", but includes time waited on each session within a conversation.
FactSession	Avg. wait time (sec)	The average time in seconds customers waited before connecting to agents. Similar to "speed to answer", but includes time waited on each session within a conversation.
FactSession	Engaged conversations	The conversations that the agent was engaged in. Customer-to-agent communication can begin at this point.
FactSession	Engaged sessions	Number of sessions presented to an agent and accepted by an agent.
FactSession	Incoming conversations	Incoming conversations.
FactSession	Incoming messages	Incoming messages.
FactSession	Incoming sessions	Incoming sessions.
FactSession	Outgoing conversations	Outgoing conversations.
FactSession	Outgoing messages	Outgoing messages.
FactSession	Sentiment zone	Sentiment zone.
FactSession	Session rejected/timed out rate	Session rejected/timed out rate.
FactSession	Sessions rejected	Sessions rejected.
FactSession	Transfer rate	The number of sessions transferred by an agent.
FactSession	Bot conversations	The number of conversations handled by bot.
FactSession	Bot escalation rate	The percentage of bot conversations that have been escalated.
FactSession	Bot resolution rate	The percentage of bot conversations that have been resolved.
FactSession	Bot escalation time (min)	The average session time of the escalated bot sessions.
FactSession	Bot resolution time (min)	The average session time of the resolved bot sessions.
FactSession	Bot abandoned rate	The percentage of bot conversations that have been abandoned.
FactSession	Sessions rejected rate	The percentage of sessions that have been rejected.
FactSession	Sessions timeout rate	The percentage of sessions that timed out.
FactSession	Sessions timed out count	Session count when agent is timeout.
FactSession	Bot escalated	Number of bot conversations that have been escalated.
FactSession	Bot resolved	Number of bot conversations that have been resolved.
FactSession	Transfer count	Number of sessions that have been transferred (closure reason in 192350006 or 192350010).
FactSessionParticipant	Session participant id	Identifier of the session participant record.
FactSessionParticipant	Session id	Session ID. Foreign key to FactSession.
FactSessionParticipant	Avg. consult time (min)	The time spent on the consult from when the agent joined to when they left in session participant.
FactSessionParticipant	Avg. monitor time (min)	The time spent on the monitor from when the agent joined to when they left in session participant.
FactSessionParticipant	Consult sessions	The number of sessions accepted by a user in mode = consult.
FactSessionParticipant	Monitor sessions	The number of sessions accepted by a user in mode = monitor.

Omnichannel voice analytics

Edit the report mapping

Use the Dynamics_365_Customer_Service_Omnichannel_voice_analytics.pbix file to edit the Voice report.

Data model

Data dictionary

Entities	Attributes	Description
DimAgentPresence	Agent presence id	Primary key.
DimAgentPresence	Presence status	Agent presence status that could be "Available", "Busy", "Busy - DND", "Away", or "Offline"
DimConversationProperty	Conversation property id	Primary key
DimConversationProperty	Channel name.	The name of the channel that the conversation came through.
DimConversationProperty	Conversation status	The status of the conversation, that is, open, active, waiting, wrap up, and closed.
DimDate	Date time	Date time. The type is Date/Time.
DimDate	Day	Day name. Example: "Fri".
DimDate	Hour	Hour. Example: "01:00", "01:30"
DimDate	Month	Month name. Example: "Apr 2021".
DimDate	Quarter	Quarter name. Example: "Q1".
DimDate	Week	Week number. Example: "1".
DimDate	Year	Year number. Example: "2021".
DimQueue	Queue id	Queue id. Primary key. Type: Guid.
DimQueue	Is omnichannel queue	Currently, it's always true.
DimQueue	Queue	Queue name.
DimSystemUser	System user id	System user ID.
DimSystemUser	Agent	Name of the agent.
DimSystemUser	Is bot	Is bot. True or false.
DimTimeZone	Time zone	Time zone code. Example: GMT +01:00.
DimTopic	Topic id	Topic ID. Primary key. Type: Guid.
DimTopic	Topic	Topic name.
FactAgentStatusHistory	Agent status history id	Identifier of the agent status history record. Primary key of type GUID.
FactAgentStatusHistory	System user id	Agent ID. Foreign key to DimSystemUser.
FactAgentStatusHistory	Agent presence id	Foreign key to DimAgentPresence.
FactAgentStatusHistory	Agent available duration (hrs)	The time an agent is in the Available state in the omnichannel application.
FactAgentStatusHistory	Agent away duration (hrs)	The time an agent is in the Away state in the omnichannel application.
FactAgentStatusHistory	Agent busy (DND) duration (hrs)	The time an agent is in the Busy DND state in the omnichannel application.
FactAgentStatusHistory	Agent busy duration (hrs)	Time an agent in the busy state in omnichannel application.
FactAgentStatusHistory	Agent offline duration (hrs)	The time an agent signed out of the omnichannel application.
FactAgentStatusHistory	Agent total sign-in time (hrs)	The time an agent in each status. The column is used to calculate other measure.
FactConversation	Conversation id	Identifier of the conversation record. Primary key of type GUID.
FactConversation	Conversation title	Conversation title.
FactConversation	Conversation Url	Conversation URL.
FactConversation	Conversation property id	Foreign key to DimConversationProperty.
FactConversation	Owner system user id	Owner system user ID. Foreign key to DimSystemUser.
FactConversation	Queue id	Queue ID. Foreign key to DimQueue.
FactConversation	Topic id	Topic ID. Foreign key to DimTopic.
FactConversation	Is offered	It means whether the conversation is initiated by the customer. Bot escalates to an agent or an agent handling customer call directly
FactConversation	Is conversation date in past	Is conversation date in past.
FactConversation	Is outbound	Is outbound conversation.
FactConversation	Abandon rate	Abandon rate.
FactConversation	Avg. conversation hold time (min)	The total time an agent has put a customer on hold.
FactConversation	Avg. conversation sentiment	Avg. conversation sentiment.
FactConversation	Avg. conversation talk time (min)	The total time spent by the customer and agent talking on the voice call. It’s the difference between the handle time and cumulative time in hold and after call work time.
FactConversation	Avg. conversation time (min)	Avg. conversation time (min).
FactConversation	Avg. conversation wrap-up time (min)	Avg. conversation wrap-up time (min).
FactConversation	Avg. CSAT	Avg. CSAT.
FactConversation	Avg. speed to answer (sec)	The time it took for a customer call to be answered.
FactConversation	Conversation volume	Conversation volume that's assigned to a topic.
FactConversation	Conversation volume change	Conversation volume change.
FactConversation	Created on	Date created on.
FactConversation	Closed on	Date closed on.
FactConversation	Engaged conversations	Offered conversations that are engaged by an agent. Customer-to-agent communication can begin at this point.
FactConversation	Incoming conversations	The number of incoming conversations.
FactConversation	Outgoing conversations	The number of outgoing conversations.
FactConversation	Total conversations	The number of total conversations.
FactConversation	Transfer rate	The percentage of conversations that are transferred to another agent/queue.
FactVoiceConversationInsights	Conversation id	Conversation ID. Foreign key to FactConversation.
FactVoiceConversationInsights	System user id	System user ID. Foreign key to DimSystemUser.
FactVoiceConversationInsights	Longest Customer Monologue (sec)	The longest monologue by the customer with an agent; indicates that the agent is asking good questions and understanding customer needs.
FactVoiceConversationInsights	Pause Before Speaking (sec)	The milliseconds the agent paused before responding to customer queries; indicates agent's patience.
FactVoiceConversationInsights	Switches per conversation	The average exchanges between an agent and a customer in a conversation; the number of times the conversation switched from one person to another. It's a sign of engagement during conversations.
FactVoiceConversationInsights	Talk to listen ratio	The average listen and talk ratio of agent in conversations with customers.
FactVoiceConversationInsights	Talking Speed (WPM)	The average number of words used per minute by agent.
FactSession	Session id	Identifier of the session record.
FactSession	Conversation id	Identifier of the conversation record.
FactSession	Conversation title	Conversation title.
FactSession	Conversation Url	Conversation URL.
FactSession	Created on	Date created on.
FactSession	Closed on	Date closed on.
FactSession	Queue id	Queue ID. Foreign key to DimQueue.
FactSession	Topic id	Topic ID. Foreign key to DimTopic.
FactSession	primary system user id	Primary system user ID. Foreign key to DimSystemUser.
FactSession	Is agent accepted session	Has agent accepted the session or not?
FactSession	Is agent session	Is agent session or not.
FactSession	Avg. conversation handle time (min)	Avg. conversation handle time (min)
FactSession	Avg. conversation hold time (min)	Avg. conversation hold time (min)
FactSession	Avg. conversation sentiment	The average sentiment score based on the verbatim provided in customer voice survey.
FactSession	Avg. conversation talk time (min)	Avg. conversation talk time (min)
FactSession	Avg. CSAT	Avg. CSAT
FactSession	Avg. incoming messages	Average incoming messages
FactSession	Avg. outgoing messages	Average outgoing messages
FactSession	Avg. session active time (min)	Average session active time (min)
FactSession	Avg. session handle time (min)	Average session handle time (min)
FactSession	Avg. session hold time (min)	Average session hold time (min)
FactSession	Avg. session inactive time (min)	Average session inactive time (min)
FactSession	Avg. session sentiment	Average session sentiment
FactSession	Avg. session talk time (min)	Average session talk time (min)
FactSession	Avg. session time (min)	Average session time (min)
FactSession	Avg. Speed to answer (sec)	Average Speed to answer (sec)
FactSession	Avg. wait time (min)	The average time in minutes customers waited before connecting to agents. Similar to "speed to answer", but includes time waited on each session within a conversation.
FactSession	Avg. wait time (sec)	The average time in seconds customers waited before connecting to agents. Similar to "speed to answer", but includes time waited on each session within a conversation.
FactSession	Engaged conversations	The conversations that the agent was engaged in. Customer-to-agent communication can begin at this point.
FactSession	Engaged sessions	Sessions presented to an agent and accepted by an agent
FactSession	Incoming conversations	Incoming conversations
FactSession	Incoming messages	Incoming messages
FactSession	Incoming sessions	Incoming sessions
FactSession	Outgoing conversations	Outgoing conversations
FactSession	Outgoing messages	Outgoing messages
FactSession	Sentiment zone	SentimentZone
FactSession	Session rejected/timed out rate	Session rejected or timed out rate
FactSession	Sessions rejected	Sessions rejected
FactSession	Transfer rate	The number of sessions transferred by an agent
FactSessionParticipant	Session participant id	Identifier of the session participant record
FactSessionParticipant	Session id	Session ID. Foreign key to FactSession.
FactSessionParticipant	Avg. consult time (min)	The time spent on the consult from when the agent joined to when they left in session participant.
FactSessionParticipant	Avg. monitor time (min)	The time spent on the monitor from when the agent joined to when they left in session participant.
FactSessionParticipant	Consult sessions	The number of sessions accepted by a user in mode = consult.
FactSessionParticipant	Monitor sessions	The number of sessions accepted by a user in mode = monitor.

Voice mail analytics

Edit the report mapping

Use the Dynamics_365_Customer_Service_Omnichannel_Voice_Mail_analytics.pbix file to edit the Voice mail report.

Data model

Data dictionary

Entities	Attributes	Description
FactVoiceMail	Voice mail ID	Primary key.
FactVoiceMail	Owner system user ID	User ID. Foreign key to DimSystemUser.
FactVoiceMail	Queue ID	Queue ID. Foreign key to DimQueue.
FactVoiceMail	Created on	The date and time when the voice mail was created.
FactVoiceMail	Incoming voicemails	Count of the open and closed voice mails.
FactVoiceMail	Closed voicemails	Count of the closed voice mails.
FactVoiceMail	Open voicemails	Count of the open voice mails.

Omnichannel bot analytics

Edit the report mapping

Use the Dynamics_365_Customer_Service_Omnichannel_Bot_analytics.pbix file to edit the following reports:

• Summary
• Bot (the Bot in Dynamic_365_Customer_Service_Omnichannel_analytics will be replaced with this enhanced bot page when you turn on the Add historical analytics for bots option in Omnichannel historical analytics).

Data model

Data dictionary

Entities	Attributes	Description
FactConversation	Conversation outcome	Conversation outcome based on the involvement of bot and the human agent. Currently supports "bot escalated", "bot deflected", and "direct agent conversations".
DimBot	Bot ID	Bot ID
DimBot	Bot name	Bot name
FactCustomerSupportJourney	Source	The source of one step on the customer support journey graph. Examples are "interaction", "bot escalated","direct agent connection", and "agent assigned" .
FactCustomerSupportJourney	Destination	The destination of one step on the customer support journey graph.
FactCustomerSupportJourney	Total count	The total count for one step on the customer support journey, from source to destination.
FactCustomerSupportJourney	Topic ID	Topic ID. Foreign key to DimTopic.
DimConversationProperty	Conversation outcome	Conversation outcome based on the involvement of bot and the human agent. Currently supports "bot escalated", "bot deflected", and "direct agent conversations".
FactBotSession	Abandoned session rate	Abandon rate
FactBotSession	Avg. escalation time (min)	The time required by the bot to escalate.
FactBotSession	Avg. deflection time (min)	The time required by the bot deflect.
FactBotSession	Bot CSAT	CSAT score for bot at an average.
FactBotSession	Bot Id	Bot ID, PK to Dimbot
FactBotSession	Bot session ID	Bot session ID, PK
FactBotSession	Bot topic	The topic of this bot session
FactBotSession	Conversation title	The title of the associated conversation
FactBotSession	Conversation deflected	The total conversation was deflected.
FactBotSession	Conversation escalated	The total conversation was escalated.
FactBotSession	Conversation ID	Identifier of the related conversation record.
FactBotSession	Conversation URL	The URl of the related conversation.
FactBotSession	Bot deflection rate	The rate at which the conversations were deflected.
FactBotSession	Engaged sessions rate	The engagement rate of bot sessions.
FactBotSession	Bot escalated topic	The escalated topic of bot conversations.
FactBotSession	Bot escalation rate	The rate at which the conversations were escalated by the bot.
FactBotSession	Escalated sessions rate	Escalation rate based on bot sessions.
FactBotSession	Is bot engaged	Indicate if the bot is engaged in this session.
FactBotSession	Conversation queue id	Queue ID. Foreign key to DimQueue.
FactBotSession	Resolved session rate	Resolution rate based on bot sessions.
FactBotSession	Bot sessions abandoned	Bot session abandoned.
FactBotSession	Bot sessions escalated	Bot session escalated.
FactBotSession	Bot sessions engaged	Bot session engaged.
FactBotSession	Bot sessions resolved	Bot session resolved.
FactBotSession	Session Outcome	Bot session outcome.
FactBotSession	Avg. sessions per conversation	Average number of bot sessions per conversation.
FactBotSession	Bot session unengaged	Bot sessions not engaged.
FactBotSession	Total sessions	Total bot sessions.
FactBotSession	Total conversations	Total conversations associated with bots.
FactBotSession	Session ID	The related Omnichannel session ID.
FactBotSession	Topic ID	Topic ID. Foreign key to DimTopic.

See also

Customize visual display
Overview of data model customization
Customize data models of historical and real-time analytics reports
Data model mapping for real-time analytics reports in Omnichannel for Customer Service