Agent Data Set
The Agent data set is used to display information about agents, it conatins the following categories
- Agent Identifiers
- Agent Status
- Voice Summary (also Email Summary, Chat Summary, SMS Summary)
- Voice Session (also Email Session, Chat Session, SMS Session)
Each of the data fields from the categories is explained below.
Agent Identifiers
This data set is used to identify user profile information about the agent.
Commonly used data metrics from this category are
| Data Field | Description |
|---|---|
| Group | The group which the agent is currently assigned to. |
| Team | The team which the agent is currently assigned to. |
| User name | The user name of the user. |
| Given name | The given name of the user. |
| Surname | The surname of the user. |
| Display Name | The user name of the user. |
| Role | The current role assigned to the user. |
| Current phone number | The agent login number if the user is connected with Landline / Mobile or other connection type. |
| Audio path state | The current audio path state. |
Agent Status
This data set is used to display status information about the agent.
Commonly used data metrics from this category are
| Data Field | Description |
|---|---|
| Login state | The current login state of the agent. |
| Login initial start time | The duration since the initial login period started. |
| Login start time | The duration since the most recent login period started. |
| Login end time | The duration since the most recent login period ended. |
| Login current duration | The duration of the current login period. |
| Login daily duration | The duration of all login periods for the day. |
| Login previous duration | The duration of the previous login period. |
| Ready profile 1/2/3/4 initial start time | The duration since the initial login period started on the relevant ready profile. |
| Ready profile 1/2/3/4 start time | The duration since the most recent login period started on the relevant ready profile. |
| Ready profile 1/2/3/4 end time | The duration since the most recent login period ended on the relevant ready profile. |
| Ready profile 1/2/3/4 current duration | The duration of the current login period on the relevant ready profile. |
| Ready profile 1/2/3/4 daily duration | The duration of all login periods for the day on the relevant ready profile. |
| Ready profile 1/2/3/4 previous duration | The duration of the previous login period on the relevant ready profile. |
| Not ready initial start time | The duration since the initial not ready period started. |
| Not ready start time | The duration since the most recent not ready period started. |
| Not ready end time | The duration since the most recent not ready period ended. |
| Not ready current duration | The duration of the current not ready period. |
| Not ready daily duration | The duration of all not ready periods for the day. |
| Not ready previous duration | The duration of the previous not ready period. |
| Aux initial start time | The duration since the initial aux period started. |
| Aux start time | The duration since the most recent aux period started. |
| Aux end time | The duration since the most recent aux period ended. |
| Aux current duration | The duration of the current aux period. |
| Aux daily duration | The duration of all aux periods for the day. |
| Aux previous duration | The duration of the previous aux period. |
| Break initial start time | The duration since the initial break period started. |
| Break start time | The duration since the most recent break period started. |
| Break end time | The duration since the most recent break period ended. |
| Break current duration | The duration of the current break period. |
| Break daily duration | The duration of all break periods for the day. |
| Break previous duration | The duration of the previous break period. |
| Monitoring initial start time | The duration since the initial monitoring period started. |
| Monitoring start time | The duration since the most recent monitoring period started. |
| Monitoring end time | The duration since the most recent monitoring period ended. |
| Monitoring current duration | The duration of the current monitoring period. |
| Monitoring daily duration | The duration of all monitoring periods for the day. |
| Monitoring previous duration | The duration of the previous monitoring period. |
| Current status | The current profile being used by the agent. E.g. Ready, Break, Aux. |
| Current status start time | The duration since the most recent profile was selected. |
| Current status duration | The duration of the current profile selected. |
| Current status reason | The current break, aux or ready status reason selected by the user. E.g. Meeting, Meal Break |
| Status accept transfers | The status of whether an agent can accept transferred calls based on the profile selected. |
Voice Summary
This data set is used to display voice summary information. The same descriptions can be applied to the other media summary data sets such as Chat, Email, SMS. In the case of other media sessions such as Chat, Email and SMS that allow multiple sessions to be activated at the same time, the summary fields combine data for all of the sessions.
Commonly used data metrics from this category are
| Data Field | Description |
|---|---|
| Voice – summary media type | The media type description. |
| Voice – Longest session | The duration since the most recent profile change. |
| Voice – Session daily total duration | The duration of all voice sessions since the initial period started. |
| Voice – Active session count | The number of active sessions for the media type. |
| Voice – Longest contact | The duration of the current contact in progress. In the case of Email, Chat or SMS where multiple sessions could be active, the duration of the longest contact in progress. |
| Voice – Contact daily duration | The duration of all voice contacts during the period. |
| Voice – Active contact count | The number of active voice contacts in progress. |
| Voice – Last disposition | The last disposition submitted by the user. |
| Voice – Last disposition type | The last disposition type submitted by the user. |
| Voice – Last disposition time | The duration since the last disposition was submitted by the user. |
| Voice – Success disposition count | (Not in use) The count of success dispositions submitted by the user during the period. |
| Voice – Refusal disposition count | (Not in use) The count of reject dispositions submitted by the user during the period. |
| Voice – Callback disposition count | The count of callback dispositions submitted by the user during the period. |
| Voice – Exclusion disposition count | (Not in use) The count of exclusion dispositions submitted by the user during the period. |
| Voice – Inbound contact count | The count of inbound contacts handled by the user during the period. |
| Voice – Outbound contact count | The count of outbound contacts handled by the user during the period. (Contacts made by the outbound dialler) |
| Voice – Internal contact count | The count of internal contacts handled by the user during the period. This includes internal contacts initiated by the agent or received from another user. |
| Voice – Manual contact count | The count of manual contacts handled by the user during the period. |
| Voice – Manual contact total duration | (Not in use) |
| Voice – Agent accepted contact count | The count of accepted contacts by the user during the period. |
| Voice – Agent rejected contact count | The count of rejected contacts by the user during the period. |
| Voice – Available daily duration total | The total duration of the available status during the period. |
| Voice – Available current longest duration | The duration of the current longest available period. |
| Voice – Available daily event count | The total count of available status periods for the period. |
| Voice – Available current count | The count of current available sessions. |
| Voice – Preview daily duration total | The total duration of the preview status during the period. |
| Voice – Preview current longest duration | The duration of the current longest preview period. |
| Voice – Preview daily event count | The total count of preview status periods for the period. |
| Voice – Preview current count | The count of current preview sessions. |
| Voice – Dialling daily duration total | The total duration of the dialling status during the period. |
| Voice – Dialling current longest duration | The duration of the current longest dialling period. |
| Voice – Dialling daily event count | The total count of dialling status periods for the period. |
| Voice – Dialling current count | The count of current dialling sessions. |
| Voice – Active daily duration total | The total duration of the active status during the period. |
| Voice – Active current longest duration | The duration of the current longest active period. |
| Voice – Active daily event count | The total count of active status periods for the period. |
| Voice – Active current count | The count of current active sessions. |
| Voice – Hold daily duration total | The total duration of the hold status during the period. |
| Voice – Hold current longest duration | The duration of the current longest hold period. |
| Voice – Hold daily event count | The total count of hold status periods for the period. |
| Voice – Hold current count | The count of current hold sessions. |
| Voice – Consult daily duration total | The total duration of the consult status during the period. |
| Voice – Consult current longest duration | The duration of the current longest consult period. |
| Voice – Consult daily event count | The total count of consult status periods for the period. |
| Voice – Consult current count | The count of current consult sessions. |
| Voice – Consult hold daily duration total | The total duration of the consult hold status during the period. |
| Voice – Consult hold current longest duration | The duration of the current longest consult hold period. |
| Voice – Consult hold daily event count | The total count of consult hold status periods for the period. |
| Voice – Consult hold current count | The count of current consult hold sessions. |
| Voice – Conference daily duration total | The total duration of the conference status during the period. |
| Voice – Conference current longest duration | The duration of the current longest conference period. |
| Voice – Conference daily event count | The total count of conference status periods for the period. |
| Voice – Conference current count | The count of current conference sessions. |
| Voice – Wrap daily duration total | The total duration of the wrap status during the period. |
| Voice – Wrap current longest duration | The duration of the current longest wrap period. |
| Voice – Wrap daily event count | The total count of wrap status periods for the period. |
| Voice – Wrap current count | The count of current wrap sessions. |
Voice session 1
This data set is used to display voice session 1 information. The same descriptions can be applied to the other individual media session data sets such as Chat, Email and SMS where up to eight sessions can be configured per user, allowing for detailed information on each of those sessions to be displayed.
Commonly used data metrics from this category are
| Data Field | Description |
|---|---|
| Voice 1 – summary media type | The media type description. |
| Voice 1 – Session status | The status of the selected media session. |
| Voice 1 – Session id | The session id of the selected media session. |
| Voice 1 – Session start time | The duration since the session started. |
| Voice 1 – Session end time | The duration since the session was ended. |
| Voice 1 – Session current duration | The duration of current session status. |
| Voice 1 – Session daily duration | The total duration of the session for the period. |
| Voice 1 – Current state | The current state of the user. E.g. Available, Active, Wrap |
| Voice 1 – Current state event duration | The current state duration. |
| Voice 1 – Current state start time | The duration since the current state started. |
| Voice 1 – Current state contact duration | The duration since the current state started. |
| Voice 1 – Contact start time | The duration since the most recent contact started. |
| Voice 1 – Contact end time | The duration since the most recent contact ended. |
| Voice 1 – Contact current duration | The duration of the current contact in progress. |
| Voice 1 – Completed contact duration | The duration of the most recent contact. |
| Voice 1 – Contact category | The contact category of the current or most recent contact. |
| Voice 1 – Contact media type | The media type of the current or most recent contact. |
| Voice 1 – Contact queue name | The queue name of the current or most recent contact. |
| Voice 1 – Contact queue type | The queue type of the current or most recent contact. |
| Voice 1 – Last disposition | The last disposition submitted by the user on the selected session. |
| Voice 1 – Last disposition type | The last disposition type submitted by the user on the selected session. |
| Voice 1 – Last disposition time | The duration since the last disposition was submitted by the user on the selected session. |
| Voice 1 – Success disposition count | (Not in use) |
| Voice 1 – Refusal disposition count | (Not in use) |
| Voice 1 – Callback disposition count | The count of callback dispositions submitted by the user during the period. |
| Voice 1 – Exclusion disposition count | (Not in use) The count of exclusion dispositions submitted by the user during the period. |
| Voice 1 – Inbound contact count | The count of inbound contacts handled by the user during the period. |
| Voice 1 – Outbound contact count | The count of outbound contacts handled by the user during the period. (Contacts made by the outbound dialler) |
| Voice 1 – Internal contact count | The count of internal contacts handled by the user during the period. This includes internal contacts initiated by the agent or received from another user. |
| Voice 1 – Manual contact count | The count of manual contacts handled by the user during the period. |
| Voice 1 – Manual contact total duration | (Not in use) |
| Voice 1 – Agent accepted contact count | The count of accepted contacts by the user during the period. |
| Voice 1 – Agent rejected contact count | The count of rejected contacts by the user during the period. |
| Voice 1 – Available daily duration total | The total duration of the available status during the period. |
| Voice 1 – Available current longest duration | The duration of the current longest available period. |
| Voice 1 – Available daily event count | The total count of available status periods for the period. |
| Voice 1 – Available current count | The count of current available sessions. |
| Voice 1 – Preview daily duration total | The total duration of the preview status during the period. |
| Voice 1 – Preview current longest duration | The duration of the current longest preview period. |
| Voice 1 – Preview daily event count | The total count of preview status periods for the period. |
| Voice 1 – Preview current count | The count of current preview sessions. |
| Voice 1 – Dialling daily duration total | The total duration of the dialling status during the period. |
| Voice 1 – Dialling current longest duration | The duration of the current longest dialling period. |
| Voice 1 – Dialling daily event count | The total count of dialling status periods for the period. |
| Voice 1 – Dialling current count | The count of current dialling sessions. |
| Voice 1 – Active daily duration total | The total duration of the active status during the period. |
| Voice 1 – Active current longest duration | The duration of the current longest active period. |
| Voice 1 – Active daily event count | The total count of active status periods for the period. |
| Voice 1 – Active current count | The count of current active sessions. |
| Voice 1 – Hold daily duration total | The total duration of the hold status during the period. |
| Voice 1 – Hold current longest duration | The duration of the current longest hold period. |
| Voice 1 – Hold daily event count | The total count of hold status periods for the period. |
| Voice 1 – Hold current count | The count of current hold sessions. |
| Voice 1 – Consult daily duration total | The total duration of the consult status during the period. |
| Voice 1 – Consult current longest duration | The duration of the current longest consult period. |
| Voice 1 – Consult daily event count | The total count of consult status periods for the period. |
| Voice 1 – Consult current count | The count of current consult sessions. |
| Voice 1 – Consult hold daily duration total | The total duration of the consult hold status during the period. |
| Voice 1 – Consult hold current longest duration | The duration of the current longest consult hold period. |
| Voice 1 – Consult hold daily event count | The total count of consult hold status periods for the period. |
| Voice 1 – Consult hold current count | The count of current consult hold sessions. |
| Voice 1 – Conference daily duration total | The total duration of the conference status during the period. |
| Voice 1 – Conference current longest duration | The duration of the current longest conference period. |
| Voice 1 – Conference daily event count | The total count of conference status periods for the period. |
| Voice 1 – Conference current count | The count of current conference sessions. |
| Voice1 – Wrap daily duration total | The total duration of the wrap status during the period. |
| Voice 1 – Wrap current longest duration | The duration of the current longest wrap period. |
| Voice 1 – Wrap daily event count | The total count of wrap status periods for the period. |
| Voice 1 – Wrap current count | The count of current wrap sessions. |