Salesforce CRM: ConversationReasonGroup Mapping
These data mappings are for the ConverationReasonGroup DLO found in the Services bundle of the Salesforce CRM Connector for Data Cloud.
These mappings are used to power Service Intelligence visualizations of contact center performance metrics.
Bundle:
- Service Cloud
These data mappings relate to the Conversation Reason Group object used with the CRM connector. You can add or customize the data mappings.
| DLO Field | DLO Field API Name | DLO Field Data Type | DMO | DMO Field Name |
|---|---|---|---|---|
| Average Duration in Seconds | AverageDurationSeconds__c | number | Conversation Reason Category | Average Duration in Seconds |
| Average Number of Turns | AverageNumOfTurns__c | number | Conversation Reason Category | Average Number of Conversation Turns |
| Conversation Reason Group IDPrimary Key | Id__c | text | Conversation Reason Category | Conversation Reason Category ID |
| Conversation Reason Report Definition ID | ConvReasonReportDefinitionId__c | text | Conversation Reason Category | Conversation Reason Report Definition |
| Einstein Score | EinsteinScore__c | number | Conversation Reason Category | Einstein Score |
| Frequency Percent | FrequencyPercent__c | number | Conversation Reason Category | Frequency Percent |
| Name | Name__c | text | Conversation Reason Category | Name |
| Total Conversation Count | TotalConversationCount__c | number | Conversation Reason Category | Total Conversation Count |
| Total Number of Reasons In this Group | ReasonCount__c | number | Conversation Reason Category | Reason Count |
| Training Date | TrainingDate__c | dateTime | Conversation Reason Category | Training Date |