Conversation Billing Outcome DMO

Holds all data for resolution-based billing, including unresolved conversations for which the customer hasn't been billed. Customers can use this object to understand if they were billed for a resolution (based on feedback and escalation rules) as well as join this object with Conversation objects (within the provided Resolution window) to fetch additional details.

Object Properties

Object API Name: ConversationBillingOutcome_std__dlm
Category: Unassigned
Availability: Available in 262 and later versions
Primary Key Field: ConversationBillingOutcomeId

Relationships

• ConversationId has a FOREIGNKEY relationship with the Conversation DMO Id field.

Fields

• AgentFeedbackText
• BillingOutcomeDateTime
• BillingOutcomeText
• BillingWindowEndDateTime
• BillingWindowStartDateTime
• cdp_sys_record_currency
• ChannelTypeCode
• ConversationBillingOutcomeId
• ConversationId
• DataSourceId
• DataSourceObjectId
• EndUserFeedbackText
• EngagementChannelTypeId
• InternalOrganizationId
• IsEscalated
• OutcomeCount

AgentFeedbackText

• Field API Name: AgentFeedbackText__c
• Data Type: TEXT
• Description: The last feedback provided by the user, prompted via Agent Script.

BillingOutcomeDateTime

• Field API Name: BillingOutcomeDateTime__c
• Data Type: DATETIME
• Description: The timestamp when the Billing Session is processed.

BillingOutcomeText

• Field API Name: BillingOutcomeText__c
• Data Type: TEXT
• Description: The final outcome of the conversation. Possible values are ABANDONED, RESOLVED, or NOT_RESOLVED.

BillingWindowEndDateTime

• Field API Name: BillingWindowEndDateTime__c
• Data Type: DATETIME
• Description: The End time of the Billing Session.

BillingWindowStartDateTime

• Field API Name: BillingWindowStartDateTime__c
• Data Type: DATETIME
• Description: The Start time of the Billing Session.

cdp_sys_record_currency

• Field API Name: cdp_sys_record_currency__c
• Data Type: TEXT
• Description: System-generated metadata field that stores a 3-letter ISO currency code.

ChannelTypeCode

• Field API Name: ChannelTypeCode__c
• Data Type: TEXT
• Description: The channel over which this conversation took place.

ConversationBillingOutcomeId

• Field API Name: ConversationBillingOutcomeId__c
• Data Type: TEXT
• Description: Unique identifier for the conversation billing outcome.

ConversationId

• Field API Name: ConversationId__c
• Data Type: TEXT
• Description: The Conversation Id (from Conversation Service) that this session is a part of.

DataSourceId

• Field API Name: DataSourceId__c
• Data Type: TEXT
• Description: A unique, system-generated identifier for this record.

DataSourceObjectId

• Field API Name: DataSourceObjectId__c
• Data Type: TEXT
• Description: A unique, system-generated identifier for this record.

EndUserFeedbackText

• Field API Name: EndUserFeedbackText__c
• Data Type: TEXT
• Description: The last feedback provided by the user e.g. Thumbs Up/Thumbs Down vote.

EngagementChannelTypeId

• Field API Name: EngagementChannelTypeId__c
• Data Type: TEXT
• Description: A reference to EngagementChannelType referencing the channel over which this conversation took place.

InternalOrganizationId

• Field API Name: InternalOrganizationId__c
• Data Type: TEXT
• Description: A unique, system-generated identifier for this record.

IsEscalated

• Field API Name: IsEscalated__c
• Data Type: BOOLEAN
• Description: If the Session was escalated.

OutcomeCount

• Field API Name: OutcomeCount__c
• Data Type: DOUBLE
• Description: Represents the outcome count. For text conversations it will always be 1, but for voice or video call conversations it could be greater than 1.