3C Plus is a Brazilian automatic dialer and call center platform. The connector extracts your company’s call history, agent login sessions, daily agent productivity per campaign, and scheduled callbacks, along with the setup of your operation: agents, users, teams, campaigns and their mailing lists, qualifications (call outcomes), work breaks, inbound queues, and IVRs. With it you can analyze your campaigns’ results and your team’s productivity in your Lakehouse.

Configuring 3C Plus as a Source

In the Sources tab, click on the “Add source” button located on the top right of your screen. Then, select the 3C Plus option from the list of connectors. Click Next and you’ll be prompted to add your access.

1. Add account access

3C Plus authenticates with a token. The connector reads 3C Plus reports, which 3C Plus only shares with users that have the manager (gestor) role, so the token must belong to a manager. You can use either:

A service token (recommended): in 3C Plus, go to Configurações > Integração > Tokens de serviço and create a token with manager permissions.
The API token of a manager user: in 3C Plus, go to Configurações > Usuários, open a user with the manager role, and copy the token from the advanced options.

A token of an agent, or a service token with the agent role, only reaches one agent’s data and is refused by the connector. The API token of a user does not expire on its own, but it stops working if a manager changes it in 3C Plus.

The following configurations are available:

API Token: the service token or the manager’s API token. Required.
Start Date: the earliest date from which calls, agent logins, agent daily metrics, and scheduled callbacks will be synced. Required. An earlier date makes the first sync longer, mainly for the agent daily metrics, which are read one day per campaign.
Include Mailing Data: also extract, with each call, the contact’s data from the mailing list (identifier, phone, and the list’s own columns) into the mailing_data column. On by default.
Lookback Days: how many days are re-read before the last sync point by the calls, agent logins, and agent daily metrics, to pick up the qualifications, logouts, and totals 3C Plus completes after a record first appears. The default is 1.
Time Zone: the time zone of your 3C Plus account. 3C Plus filters and returns dates in this time zone, and the connector converts them to UTC. The default is America/Sao_Paulo.
Requests Per Minute: how fast the connector may call 3C Plus. The default is 120.

Once you’re done, click Next.

2. Select streams

Choose which data streams you want to sync. For faster extractions, select only the streams that are relevant to your analysis. You can select entire groups of streams or pick specific ones.

Tip: The stream can be found more easily by typing its name.

Select the streams and click Next.

3. Configure data streams

Customize how you want your data to appear in your catalog. Select the desired layer where the data will be placed, a folder to organize it inside the layer, a name for each table (which will effectively contain the fetched data) and the type of sync.

Layer: choose between the existing layers on your catalog. This is where you will find your new extracted tables as the extraction runs successfully.
Folder: a folder can be created inside the selected layer to group all tables being created from this new data source.
Table name: we suggest a name, but feel free to customize it. You have the option to add a prefix to all tables at once and make this process faster!
Sync Type: Calls, Agent Login History, and Agent Metrics Daily support INCREMENTAL. The other streams are FULL_TABLE. Read more about Sync Types here.

Once you are done configuring, click Next.

4. Configure data source

Describe your data source for easy identification within your organization, not exceeding 140 characters. To define your Trigger, consider how often you want data to be extracted from this source. This decision usually depends on how frequently you need the new table data updated (every day, once a week, or only at specific times). Optionally, you can define some additional settings:

Configure Delta Log Retention and determine for how long we should store old states of this table as it gets updated. Read more about this resource here.
Determine when to execute an Additional Full Sync. This will complement the incremental data extractions, ensuring that your data is completely synchronized with your source every once in a while.

Once you are ready, click Next to finalize the setup.

5. Check your new source

You can view your new source on the Sources page. If needed, manually trigger the source extraction by clicking on the arrow button. Once executed, your data will appear in your Catalog.

For you to be able to see it on your Catalog, you need at least one successful source run.

Streams and Fields

Below you’ll find all available data streams from 3C Plus and their corresponding fields. API reference: 3C Plus API.

3C Plus sends dates in your account’s time zone; the connector converts every timestamp to UTC. Durations come as text (HH:MM:SS) and also as a number of seconds in the _seconds columns. Lists and objects (mailing data, feedback, settings, team members) are stored as JSON text.

Calls

Call history report of the company, one row per call (GET /calls). Read day by day in the account’s time zone; the last Lookback Days are re-read on every sync, because 3C Plus completes a call (qualification, feedback) after it first appears.Primary key: id

Field	Type	Description
`id`	String	Unique identifier of the call.
`sid`	String	Human-readable identifier of the call, unique per call.
`call_date`	Datetime	Timestamp of the call (UTC), used as the incremental replication key.
`campaign_id`	Integer	Campaign the call belongs to.
`campaign`	String	Name of the campaign.
`list`	String	Name of the mailing list the number came from.
`list_id`	Integer	Mailing list the number came from.
`queue_name`	String	Name of the receptive queue, for inbound calls.
`number`	String	Phone number called.
`phone`	String	Phone number of the contact, when sent separately.
`phone_type`	String	Type of the phone: mobile or landline.
`identifier`	String	Identifier of the contact in the mailing list.
`mode`	String	Dialing mode of the call.
`has_agent`	Boolean	Whether the call reached an agent.
`agent_id`	Integer	Agent who handled the call.
`agent`	String	Name of the agent who handled the call.
`qualification_id`	Integer	Qualification (call outcome) given.
`qualification`	String	Qualification (call outcome) given: its name, or its id on older payloads.
`qualification_note`	String	Note the agent left when qualifying.
`behavior`	Integer	Behavior code of the qualification.
`readable_behavior_text`	String	Readable behavior of the qualification.
`is_dmc`	Boolean	Whether the call was a decision maker contact (DMC).
`status_id`	String	Status code of the call.
`readable_status_text`	String	Readable status of the call.
`readable_amd_status_text`	String	Answering machine detection result.
`hangup_cause`	String	Hangup cause code.
`readable_hangup_cause_text`	String	Readable hangup cause.
`ended_by_agent`	Boolean	Whether the agent ended the call.
`speaking_time`	String	Time spent speaking (HH:MM:SS).
`speaking_time_seconds`	Integer	Time spent speaking, in seconds.
`speaking_with_agent_time`	String	Time the contact spoke with the agent (HH:MM:SS).
`speaking_with_agent_time_seconds`	Integer	Time the contact spoke with the agent, in seconds.
`acw_time`	String	After-call work time of the agent (HH:MM:SS).
`acw_time_seconds`	Integer	After-call work time, in seconds.
`ivr_time`	String	Time spent in the IVR (HH:MM:SS).
`ivr_time_seconds`	Integer	Time spent in the IVR, in seconds.
`billed_time`	String	Billed time of the call (HH:MM:SS).
`billed_time_seconds`	Integer	Billed time of the call, in seconds.
`billed_value`	Number	Billed value of the call (BRL).
`route_id`	Integer	Telephony route used by the call.
`route_name`	String	Name of the telephony route.
`route_host`	String	Host of the telephony route.
`recorded`	Boolean	Whether the call was recorded.
`recording`	String	API URL of the call recording.
`recording_amd`	String	API URL of the AMD recording.
`recording_transfer`	String	API URL of the transfer recording.
`recording_consult`	String	API URL of the consult recording.
`is_transferred`	Boolean	Whether the call was transferred.
`is_transfer`	Boolean	Whether the call is a transfer.
`is_consult`	Boolean	Whether the call is a consult (warm transfer).
`parent`	String	API URL of the parent call (transfers and consults).
`parent_id`	String	Identifier of the parent call.
`transfer`	String	API URL of the transfer call.
`transfer_id`	String	Identifier of the transfer call.
`consult`	String	API URL of the consult call.
`consult_id`	String	Identifier of the consult call.
`consults`	String	Consults generated by the call (JSON array).
`consult_ids`	String	Identifiers of the consults (JSON).
`mailing_data`	String	Contact data from the mailing list: identifier, phone and the list’s own columns (JSON object). Empty when Include Mailing Data is off.
`feedback`	String	Manager feedback given on the call (JSON object).
`additional_fields`	String	Fields 3C Plus returned that have no column of their own (JSON object).

Login sessions of agents in campaigns (GET /agents/login_history). A session that is still open has no logout yet and is completed by a later sync.Primary key: row_key

Field	Type	Description
`row_key`	String	Surrogate key of the session: a hash of agent, campaign and login time.
`login_at`	Datetime	Timestamp the agent logged in (UTC), used as the incremental replication key.
`logout_at`	Datetime	Timestamp the agent logged out (UTC).
`is_logged_in`	Boolean	Whether the session was still open when read.
`duration_seconds`	Integer	Length of the session, in seconds.
`agent_id`	Integer	Agent of the session.
`agent_name`	String	Name of the agent.
`campaign_id`	Integer	Campaign the agent logged into.
`campaign_name`	String	Name of the campaign.

Agent Metrics Daily

Productivity totals of each agent in each campaign per day (GET /campaigns/{id}/agents/metrics/total, read one day at a time). Agents without any activity on a day are left out.Primary key: campaign_id, agent_id, date

Field	Type	Description
`campaign_id`	Integer	Campaign of the metrics.
`agent_id`	Integer	Agent of the metrics.
`date`	Date	Day of the metrics (account time zone), used as the incremental replication key.
`agent_name`	String	Name of the agent.
`total_calls`	Integer	Total calls of the agent on the day.
`calls`	Integer	Calls dialed by the dialer to the agent.
`manual_calls`	Integer	Manual calls made by the agent.
`manual_calls_acw`	Integer	Manual calls made during after-call work.
`manual_calls_made`	Integer	Calls made in manual mode.
`manual_calls_answered`	Integer	Manual-mode calls that were answered.
`manual_calls_acw_made`	Integer	Calls made in manual after-call work.
`manual_calls_acw_answered`	Integer	Manual after-call work calls that were answered.
`speaking`	String	Time spent speaking (HH:MM:SS).
`speaking_seconds`	Integer	Time spent speaking, in seconds.
`average`	String	Average time logged in (HH:MM:SS).
`average_seconds`	Integer	Average time logged in, in seconds.
`idle`	String	Time spent idle (HH:MM:SS).
`idle_seconds`	Integer	Time spent idle, in seconds.
`acw`	String	Time spent in after-call work (HH:MM:SS).
`acw_seconds`	Integer	Time spent in after-call work, in seconds.
`manual`	String	Time spent in manual mode (HH:MM:SS).
`manual_seconds`	Integer	Time spent in manual mode, in seconds.
`manual_acw`	String	After-call work time in manual mode (HH:MM:SS).
`manual_acw_seconds`	Integer	After-call work time in manual mode, in seconds.
`manual_calls_calling`	String	Time calling in manual mode (HH:MM:SS).
`manual_calls_calling_seconds`	Integer	Time calling in manual mode, in seconds.
`manual_calls_speaking`	String	Time speaking in manual mode (HH:MM:SS).
`manual_calls_speaking_seconds`	Integer	Time speaking in manual mode, in seconds.
`manual_calls_acw_calling`	String	Time calling during manual after-call work (HH:MM:SS).
`manual_calls_acw_calling_seconds`	Integer	Time calling during manual after-call work, in seconds.
`manual_calls_acw_speaking`	String	Time speaking during manual after-call work (HH:MM:SS).
`manual_calls_acw_speaking_seconds`	Integer	Time speaking during manual after-call work, in seconds.

Schedules

Scheduled callbacks (GET /schedules), from the Start Date to one year ahead, so pending callbacks are included. Refreshed in full on every sync, since a schedule’s status changes after it is created.Primary key: id

Field	Type	Description
`id`	String	Unique identifier of the schedule.
`date`	Datetime	Timestamp the callback is scheduled for (UTC).
`phone`	String	Phone number to call back.
`note`	String	Note left on the schedule.
`status`	String	Status of the schedule (e.g. pending).
`agent_id`	Integer	Agent the callback is assigned to.
`agent_name`	String	Name of the agent.
`campaign_id`	Integer	Campaign of the callback.
`campaign_name`	String	Name of the campaign.
`mailing_data`	String	Contact data from the mailing list, with the list’s own columns (JSON object).

Agents

Agents of the company, active and inactive (GET /agents).Primary key: id

Field	Type	Description
`id`	Integer	Unique identifier of the agent.
`name`	String	Name of the agent.
`active`	Boolean	Whether the agent is active.
`extension_id`	Integer	Identifier of the agent’s telephony extension.
`extension_number`	Integer	Extension number the agent uses in the 3C Plus telephony system.
`extension_type`	String	Type of the extension.
`profile_url`	String	API URL of the agent’s profile.

Users

Users of the company, active and inactive: managers, supervisors, and agents (GET /users). The API token, extension password, and confirmation code 3C Plus keeps for each user are never extracted.Primary key: id

Field	Type	Description
`id`	Integer	Unique identifier of the user.
`name`	String	Name of the user.
`email`	String	Email address of the user.
`active`	Boolean	Whether the user is active.
`confirmed`	Boolean	Whether the user confirmed the account.
`telephony_id`	String	Identifier of the user in the telephony system.
`webphone`	Boolean	Whether the user has access to the web phone.
`user_document`	String	Document (CPF) of the user.
`last_login`	Datetime	Timestamp of the user’s last login (UTC).
`role_id`	Integer	Identifier of the user’s role.
`role_name`	String	Internal name of the role (e.g. agent, manager).
`role_readable_name`	String	Display name of the role.
`extension_id`	Integer	Identifier of the user’s extension.
`extension_number`	Integer	Extension number of the user.
`extension_type`	String	Type of the extension.
`team_ids`	Array	Identifiers of the teams the user belongs to.
`settings`	String	User preferences: time zone, language, date and hour formats (JSON object).
`teams`	String	Teams the user belongs to (JSON array).
`campaigns`	String	Campaigns the user takes part in (JSON array).
`receptive_queues`	String	Receptive queues the user answers (JSON array).
`user_updated_data`	String	Additional profile data 3C Plus keeps for the user, when available (JSON object).
`created_at`	Datetime	Timestamp the user was created (UTC).
`updated_at`	Datetime	Timestamp of the user’s last update (UTC).

Teams

Teams of agents and their supervisors (GET /teams).Primary key: id

Field	Type	Description
`id`	Integer	Unique identifier of the team.
`name`	String	Name of the team.
`color`	String	Color of the team (hex).
`whatsapp`	Boolean	Whether the team uses the WhatsApp integration.
`qualification_list_id`	Integer	Qualification list used by the team.
`whatsapp_quick_message_list_id`	Integer	Quick message list used by the team on WhatsApp.
`agent_ids`	Array	Identifiers of the team’s agents.
`supervisor_ids`	Array	Identifiers of the team’s supervisors.
`agents`	String	Agents of the team (JSON array).
`supervisor`	String	Supervisors of the team (JSON array).

Campaigns

Dialer campaigns, running and paused (GET /campaigns).Primary key: id

Field	Type	Description
`id`	Integer	Unique identifier of the campaign.
`name`	String	Name of the campaign.
`start_time`	String	Time of day the campaign starts dialing.
`end_time`	String	Time of day the campaign stops dialing.
`paused`	Boolean	Whether the campaign is paused.
`is_on_active_time`	Boolean	Whether the campaign is inside its active hours.
`is_predictive`	Boolean	Whether the campaign uses the predictive dialer.
`allows_manual`	Boolean	Whether agents can dial manually.
`amd_enabled`	Boolean	Whether answering machine detection (AMD) is enabled.
`acw_timeout`	Integer	After-call work (ACW) timeout in seconds; 0 means no timeout.
`limit_call_time`	Integer	Maximum call duration in seconds.
`limit_call_per_agent`	Number	Call limit per agent.
`exit_manual_mode`	Integer	Seconds before an agent leaves manual mode.
`caller_id`	String	Caller ID shown on outbound calls.
`asr`	Number	Answer-seizure ratio (ASR) configured for the campaign.
`ura_limit`	Integer	Limit of calls held in the IVR (URA).
`active_list_notify`	Boolean	Whether to notify when a mailing list is active.
`copy_identifier`	Boolean	Whether the connected call’s identifier is copied.
`ivr_after_call_id`	Integer	IVR played after the call.
`route_limit_exceeded`	Boolean	Whether the route limit was exceeded.
`route_landline_id`	Integer	Route used for landline calls.
`route_mobile_id`	Integer	Route used for mobile calls.
`route_group_landline_id`	Integer	Route group used for landline calls.
`route_group_mobile_id`	Integer	Route group used for mobile calls.
`filter_calls`	Boolean	Whether call filtering is enabled.
`should_complete_failed_call`	Boolean	Whether failed calls are marked as completed.
`update_mailing_data`	Boolean	Whether mailing data is updated during calls.
`company_id`	Integer	Identifier of the 3C Plus company.
`extension_id`	Integer	Identifier of the campaign’s extension.
`extension_number`	Integer	Extension number of the campaign.
`work_break_group_id`	Integer	Work break group used by the campaign.
`work_break_group_name`	String	Name of the work break group.
`dialer_settings`	String	Dialer configuration (JSON object).
`route_landline`	String	Landline route details (JSON object).
`route_mobile`	String	Mobile route details (JSON object).
`campaign_information`	String	Runtime counters 3C Plus attaches to the campaign, when sent (JSON object).

Campaign Mailing Lists

Mailing lists of each campaign with their dialing progress (GET /campaigns/{id}/lists).Primary key: campaign_id, id

Field	Type	Description
`campaign_id`	Integer	Campaign the list belongs to.
`id`	Integer	Unique identifier of the mailing list.
`name`	String	Name of the mailing list.
`total`	Integer	Total phones in the list.
`dial`	Integer	Phones still to dial.
`redial`	Integer	Phones to redial.
`dialed`	Integer	Phones already dialed.
`dialed_percentage`	Number	Percentage of the phones already dialed.
`completed`	Integer	Calls completed on the list.
`completed_percentage`	Number	Percentage of completed calls.
`answered`	Integer	Calls answered on the list.
`answered_percentage`	Number	Percentage of answered calls.
`abandoned`	Integer	Calls abandoned on the list.
`asr`	Number	Answer-seizure ratio (ASR) of the list.
`asr_percentage`	Number	ASR of the list as a percentage.
`weight`	Integer	Weight of the list in the campaign.
`weight_percentage`	Number	Weight of the list as a percentage.
`dial_percentage`	Number	Share of the campaign’s dialing on the list.
`redial_percentage`	Number	Share of the campaign’s redialing on the list.
`created_at`	Datetime	Timestamp the list was created (UTC).

Qualification Lists

Lists of qualifications (call outcomes) (GET /qualification_lists).Primary key: id

Field	Type	Description
`id`	Integer	Unique identifier of the qualification list.
`name`	String	Name of the qualification list.
`type`	Integer	Type of the qualification list.
`campaign_ids`	Array	Campaigns that use the list.
`campaigns`	String	Campaigns that use the list (JSON array).

Qualifications

Qualifications (call outcomes) of each list (GET /qualification_lists/{id}/qualifications).Primary key: qualification_list_id, id

Field	Type	Description
`qualification_list_id`	Integer	Qualification list the qualification belongs to.
`id`	Integer	Unique identifier of the qualification.
`name`	String	Name of the qualification (call outcome).
`behavior`	Integer	Behavior code of the qualification.
`readable_behavior`	String	Readable description of the behavior.
`color`	String	Color of the qualification (hex).
`emoji`	String	Emoji of the qualification.
`conversion`	Boolean	Whether the qualification counts as a conversion.
`dmc`	Boolean	Whether it counts as a decision maker contact (DMC).
`unknown`	Boolean	Whether it marks the contact as unknown.
`allow_schedule`	Boolean	Whether a callback can be scheduled.
`allow_schedule_to_another_number`	Boolean	Whether a callback can be scheduled to a different number.
`should_insert_blacklist`	Boolean	Whether the number is added to the blacklist.
`blacklist_blocking_days`	Integer	Days the number stays blacklisted.
`days_limit`	Integer	Days limit to schedule a callback.
`campaign_id`	Integer	Campaign the qualification is tied to, if any.

Work Break Groups

Groups of pause types (GET /work_break_group).Primary key: id

Field	Type	Description
`id`	Integer	Unique identifier of the work break group.
`name`	String	Name of the work break group.

Work Break Intervals

Pause types of each work break group (GET /work_break_group/{id}/intervals).Primary key: work_break_group_id, id

Field	Type	Description
`work_break_group_id`	Integer	Work break group of the interval.
`id`	Integer	Unique identifier of the interval.
`name`	String	Name of the pause (e.g. lunch, bathroom).
`minutes`	Integer	Duration allowed for the pause, in minutes.
`color`	String	Color of the interval (hex).

Receptive Queues

Inbound queues (GET /receptive_queues). Skipped when the account does not use inbound calls.Primary key: id

Field	Type	Description
`id`	Integer	Unique identifier of the queue.
`name`	String	Name of the queue.
`wait_time`	Integer	Maximum waiting time in the queue, in seconds.
`acw_timeout`	Integer	After-call work timeout, in seconds.
`priority`	Integer	Priority of the queue.
`qualification_list_id`	Integer	Qualification list used by the queue.
`audio_path`	String	Path of the queue’s audio.
`limit_call_time`	Integer	Maximum call duration, in seconds.
`ivr_after_call_id`	Integer	IVR played after the call.
`extension_id`	Integer	Identifier of the queue’s extension.
`extension_number`	Integer	Extension number of the queue.
`agent_ids`	Array	Agents that answer the queue.
`agents`	String	Agents that answer the queue (JSON array).

Receptive IVRs

Inbound IVRs (GET /receptive_ivr). Skipped when the account does not use inbound calls.Primary key: id

Field	Type	Description
`id`	Integer	Unique identifier of the IVR.
`name`	String	Name of the IVR.
`timeout`	Integer	Timeout of the IVR, in seconds.
`original_audio_name`	String	Original name of the IVR’s audio file.
`audio_path`	String	API path of the IVR’s audio.
`redirect_id`	String	Destination the IVR redirects to.

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3C Plus as a data source

Configuring 3C Plus as a Source

1. Add account access

2. Select streams

3. Configure data streams

4. Configure data source

5. Check your new source

Streams and Fields

​Configuring 3C Plus as a Source

​1. Add account access

​2. Select streams

​3. Configure data streams

​4. Configure data source

​5. Check your new source

​Streams and Fields

Configuring 3C Plus as a Source

1. Add account access

2. Select streams

3. Configure data streams

4. Configure data source

5. Check your new source

Streams and Fields