Historical Data

Overview

The Historical Data API provides access to Analytics historical reporting data via a REST API interface.
The API is available in two versions: v1 and v2.
v1: Provides fixed headers in all reports. Any new measures will not be included in these reports.
v2: Provides dynamic headers in all reports. This means that any new measures will automatically be included in the reports.
New measures will be included only in v2 reports.

Before you begin

Refer to How to Authenticate with the Avaya Experience Platform™ APIs required to invoke Historical APIs. Historical APIs requires Reporting user role for access.

Dimensions

The Historical API can be used to retrieve a list of available dimension names as well as the dimension data itself.

A Dimension is a collection of related contact center objects used to provide a view of measurement data.

For a full list of the available columnHeaders for Dimensions see Dimension Headers.

Get the List of Dimension Names

The following is an example of the payload returned when a request for dimension names is made.

GET /dimensions:getNames

/v1/accounts/ABCDEF/dimensions:getNames
/v2/accounts/ABCDEF/dimensions:getNames

HTTP 200 OK

[
  "agents",
  "queues"
]

Get Dimension Data

The following is an example of the payload returned when a request for specific agent dimension data is made.

GET /dimensions/{dimensionName}

/v1/accounts/ABCDEF/dimensions/agents
/v2/accounts/ABCDEF/dimensions/agents

HTTP 200 OK

Expand for sample response ...

{
  "columnHeaders": [
    {
      "name": "agent_id",
      "type": "string"
    },
    {
      "name": "agent_login_id",
      "type": "string"
    },
    {
      "name": "agent_first_name",
      "type": "string"
    },
    {
      "name": "agent_last_name",
      "type": "string"
    },
    {
      "name": "agent_display_name",
      "type": "string"
    },
    {
      "name": "agent_user_handle",
      "type": "string"
    },
    {
      "name": "agent_type",
      "type": "string"
    },
    {
      "name": "row_active_date",
      "type": "string"
    },
    {
      "name": "row_inactive_date",
      "type": "string"
    },
    {
      "name": "active_record",
      "type": "boolean"
    },
    {
      "name": "is_unknown",
      "type": "boolean"
    },
    {
      "name": "last_changed",
      "type": "string"
    },
    {
      "name": "redacted",
      "type": "boolean"
    }
  ],
  "records": [
    [
      "123456",
      "[email protected]",
      "agent",
      "03",
      "agent,03",
      "123456",
      "Supervisor",
      "2021-09-03 10:15:00+00",
      "9999-12-31 00:00:00+00",
      "t",
      "f",
      "2021-09-03 10:31:13.066584+00",
      "f"
    ]
  ],
  "pagination": {
    "pageSize": 20,
    "prevPageToken": "",
    "nextPageToken": "123e4567-e89b-12d3-a456-556642440000"
  },
  "links": {
    "prev": "",
    "next": "https://HOST-REGION.cc.avayacloud.com/api/analytics/historical/v1beta/accounts/{accountId}/dimensions/agents?filter=agent_id:123456&nextPageToken=123e4567-e89b-12d3-a456-556642440000&pageSize=20"
  }
}

Reports and Report Data

The Historical API can be used to retrieve a list of available report names as well as the report data itself.

A Report is a collection of contact center measurements related to a particular dimension.

For a full list of the available columnHeaders for Reports see Report Headers.

Types of Historical Reports

The Historical Reporting API can be used to retrieve either Interval or Daily data.

Interval data is calculated at every 15 minutes as outlined in the table below.
Daily data is a roll up of Interval data at the end of each particular day.

The following table shows the available Intervals that data can be retrieved for.

Interval	Description
hh:00	This 15 minute interval starts at the top of the hour and stops at 15 minutes past the hour
hh:15	This 15 minute interval starts at quarter past the hour and stops at 30 minutes past the hour
hh:30	This 15 minute interval starts at half past the hour and stops at quarter to the hour
hh:45	This 15 minute interval starts at the quarter to the hour and stops at the top of the hour

The following reports are available to retrieve historical data using the API.

Report Name	Description
AgentInterval	This report represents historical data at the Agent level for each 15 minute interval
AgentDaily	This report represents historical data at the Agent level for each day
QueueInterval	This report represents historical data at the Queue level for each 15 minute interval
QueueDaily	This report represents historical data at the Queue level for each day
QueueByChannelInterval	This report represents historical data at the Queue level for each Channel and for each 15 minute interval
QueueByChannelDaily	This report represents historical data at the Queue level for each Channel and for each day
AgentByChannelInterval	This report represents historical data at the Agent level for each Channel and for each 15 minute interval
AgentByChannelDaily	This report represents historical data at the Agent level for each Channel and for each day
AgentByQueueInterval	This report represents historical data at the Agent level for each Queue and for each 15 minute interval
AgentByQueueDaily	This report represents historical data at the Agent level for each Queue and for each day
EngagementDetail	This report represents historical data at the Engagement Level for each 15 minute interval
AgentLoginLogout	This report represents historical data at Agent level for each agent login/logout

Interval Filter Usage

The following reports types are available:

Daily reports
- For daily reports interval datetime means day and requires YYYYMMDD format.
Interval reports
- For interval reports interval datetime means beginning of 15 minutes interval and requires YYYYMMDDHHmm format.
- If interval range contains both 'starting' and 'ending' datetimes then 'ending' interval is not included in the report.
- Note, The minute ('mm') portion can be 00, 15, 30 or 45. The API will return an error if neither of these values are specified
  - If you specify a datetime of YYYYMMDD1001 an error will be returned. The correct value should be YYYYMMDD1000 which indicates data will be retrieved for the interval 10:00 - 10:15
  - If you specify a datetime of YYYYMMDD1014 an error will be returned. The correct value should be YYYYMMDD1015 which indicates data will be retrieved for the interval 10:15 - 10:30
  - If you want to retrieve data from 00:00 - 14:59 then you need to specify the following: starting:YYYYMMDD0000,ending:YYYYMMDD1500
  - If you want to retrieve data from 15:00 - 23:59 then you need to specify the following: starting:YYYYMMDD1500,ending:YYYYMMDD0000 (ending at midnight next day)
EngagementDetail report
- For EngagementDetail report interval datetime means beginning of 15 minutes interval and requires YYYYMMDDHHmm format.
- If interval range contains both 'starting' and 'ending' datetimes then 'ending' interval is included in the report.
- Note, The minute ('mm') portion can be 00, 15, 30 or 45. The API will return an error if neither of these values are specified
  - If you specify a datetime of YYYYMMDD1001 an error will be returned. The correct value should be YYYYMMDD1000 which indicates data will be retrieved for the interval 10:00 - 10:15
  - If you specify a datetime of YYYYMMDD1014 an error will be returned. The correct value should be YYYYMMDD1015 which indicates data will be retrieved for the interval 10:15 - 10:30
  - If you want to retrieve data from 00:00 - 14:59 then you need to specify the following: starting:YYYYMMDD0000,ending:YYYYMMDD1445
  - If you want to retrieve data from 15:00 - 23:59 then you need to specify the following: starting:YYYYMMDD1500,ending:YYYYMMDD2345
AgentLoginLogout report
- For AgentLoginLogout report interval datetime can be used in YYYYMMDD or YYYYMMDDHHmm format.
- If interval range contains both 'starting' and 'ending' datetimes then 'ending' interval is not included in the report.
  - If you want to retrieve data from 00:00 - 14:59 then you need to specify the following: starting:YYYYMMDD0000,ending:YYYYMMDD1500
  - If you want to retrieve data from 15:00 - 23:59 then you need to specify the following: starting:YYYYMMDD1500,ending:YYYYMMDD0000 (ending at midnight next day)
  - If you want to retrieve data from 15:12 - 15:38 then you need to specify the following: starting:YYYYMMDD1512,ending:YYYYMMDD1539
  - If you want to retrieve data from 2020/12/25 then you need to specify the following: starting:20201225,ending:20201226
  - If you want to retrieve data from 2020/12/25 - 2020/12/27 then you need to specify the following: starting:20201225,ending:20201228

Get the List of Report Names

GET /reports:getNames

/v1/accounts/ABCDEF/reports:getNames
/v2/accounts/ABCDEF/reports:getNames

HTTP 200 OK

[
  "AgentInterval",
  "AgentDaily",
  "AgentByChannelInterval",
  "AgentByChannelDaily",
  "QueueInterval",
  "QueueDaily",
  "QueueByChannelInterval",
  "QueueByChannelDaily",
  "AgentByQueueInterval",
  "AgentByQueueDaily",
  "EngagementDetail",
  "AgentLoginLogout"
]

Example - Get the AgentDaily report data from September 3^rd 2021

GET /reports/{reportName}?interval={value}

/v1/accounts/ABCDEF/reports/AgentDaily?interval=202109031000
/v2/accounts/ABCDEF/reports/AgentDaily?interval=202109031000

HTTP 200 OK

Expand for sample response ...

{
  "columnHeaders": [
    {
      "name": "last_changed",
      "type": "string"
    },
    {
      "name": "timezone_name",
      "type": "string"
    },
    {
      "name": "abandoned_from_alerting",
      "type": "number"
    },
    {
      "name": "active_duration",
      "type": "number"
    },
    {
      "name": "ad_hoc_email_initiated",
      "type": "number"
    },
    {
      "name": "ad_hoc_email_sent",
      "type": "number"
    },
    {
      "name": "alert_duration",
      "type": "number"
    },
    {
      "name": "answered",
      "type": "number"
    },
    {
      "name": "completed",
      "type": "number"
    },
    {
      "name": "forwarded",
      "type": "number"
    },
    {
      "name": "hold",
      "type": "number"
    },
    {
      "name": "hold_duration",
      "type": "number"
    },
    {
      "name": "not_answered",
      "type": "number"
    },
    {
      "name": "observed",
      "type": "number"
    },
    {
      "name": "observed_duration",
      "type": "number"
    },
    {
      "name": "observing",
      "type": "number"
    },
    {
      "name": "observing_duration",
      "type": "number"
    },
    {
      "name": "offered",
      "type": "number"
    },
    {
      "name": "transfer_accepted_from_queue",
      "type": "number"
    },
    {
      "name": "transfer_accepted_from_user",
      "type": "number"
    },
    {
      "name": "transfer_initiated_to_queue",
      "type": "number"
    },
    {
      "name": "transfer_initiated_to_user",
      "type": "number"
    },
    {
      "name": "transfer_to_queue_cancelled",
      "type": "number"
    },
    {
      "name": "transfer_to_queue_failed",
      "type": "number"
    },
    {
      "name": "transfer_to_user_cancelled",
      "type": "number"
    },
    {
      "name": "transfer_to_user_failed",
      "type": "number"
    },
    {
      "name": "total_time_not_ready",
      "type": "number"
    },
    {
      "name": "transfer_to_external_cancelled",
      "type": "number"
    },
    {
      "name": "transfer_to_external_failed",
      "type": "number"
    },
    {
      "name": "transfer_to_external_initiated",
      "type": "number"
    },
    {
      "name": "agent_logon_duration",
      "type": "number"
    },
    {
      "name": "agent_id",
      "type": "string"
    },
    {
      "name": "agent_login_id",
      "type": "string"
    },
    {
      "name": "agent_first_name",
      "type": "string"
    },
    {
      "name": "agent_last_name",
      "type": "string"
    },
    {
      "name": "agent_display_name",
      "type": "string"
    },
    {
      "name": "agent_user_handle",
      "type": "string"
    },
    {
      "name": "agent_type",
      "type": "string"
    },
    {
      "name": "row_active_date",
      "type": "string"
    },
    {
      "name": "row_inactive_date",
      "type": "string"
    },
    {
      "name": "active_record",
      "type": "boolean"
    },
    {
      "name": "is_unknown",
      "type": "boolean"
    },
    {
      "name": "last_changed",
      "type": "string"
    },
    {
      "name": "redacted",
      "type": "boolean"
    }
  ],
  "records": [
    [
      "2021-09-03 14:31:00.967772+00",
      "Australia/Sydney",
      "0",
      "154936",
      "0",
      "0",
      "44943",
      "9",
      "5",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "9",
      "1",
      "3",
      "4",
      "3",
      "0",
      "0",
      "0",
      "0",
      null,
      null,
      null,
      null,
      null,
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "[email protected]",
      "emailchatagent1",
      "03",
      "emailchatagent1,03",
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "Supervisor",
      "2021-09-03 10:15:00+00",
      "2021-09-28 07:21:14.046617+00",
      "f",
      "f",
      "2021-09-03 14:31:00.967772+00",
      "f"
    ]
  ],
  "pagination": {
    "pageSize": 20,
    "prevPageToken": "",
    "nextPageToken": "123e4567-e89b-12d3-a456-556642440000"
  },
  "links": {
    "prev": "",
    "next": "https://HOST-REGION.cc.avayacloud.com/api/analytics/historical/v1beta/accounts/{accountId}/reports/AgentDaily?interval=202109031000&nextPageToken=123e4567-e89b-12d3-a456-556642440000&pageSize=20"
  }
}

Example - Get the AgentDaily report data on or after September 3^rd 2021

GET /reports/{reportName}?interval={value}

/v1/accounts/ABCDEF/reports/AgentDaily?interval=starting:202109031000
/v2/accounts/ABCDEF/reports/AgentDaily?interval=starting:202109031000

HTTP 200 OK

Expand for sample response ...

Note, some columnHeaders have been omitted in the following response for readability.

{
  "columnHeaders": [
    {
      "name": "interval_start_timestamp",
      "type": "string"
    },
    {
      "name": "redacted",
      "type": "boolean"
    }
  ],
  "records": [
    [
      "2021-09-03 14:31:00.967772+00",
      "Australia/Sydney",
      "0",
      "154936",
      "0",
      "0",
      "44943",
      "9",
      "5",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "9",
      "1",
      "3",
      "4",
      "3",
      "0",
      "0",
      "0",
      "0",
      null,
      null,
      null,
      null,
      null,
      "-1",
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "[email protected]",
      "emailchatagent1",
      "03",
      "emailchatagent1,03",
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "Supervisor",
      "2021-09-03 10:15:00+00",
      "2021-09-28 07:21:14.046617+00",
      "f",
      "f",
      "2021-09-03 14:31:00.967772+00",
      "f"
    ]
  ],
  "pagination": {
    "pageSize": 20,
    "prevPageToken": "",
    "nextPageToken": "123e4567-e89b-12d3-a456-556642440000"
  },
  "links": {
    "prev": "",
    "next": "https://HOST-REGION.cc.avayacloud.com/api/analytics/historical/v1beta/accounts/{accountId}/reports/AgentDaily?interval=starting:202109031000&nextPageToken=123e4567-e89b-12d3-a456-556642440000&pageSize=20"
  }
}

Example - Get the AgentDaily report from September 4^th 2022 or earlier

GET /reports/{reportName}?interval={value}

/v1/accounts/ABCDEF/reports/AgentDaily?interval=ending:202109041000
/v2/accounts/ABCDEF/reports/AgentDaily?interval=ending:202109041000

HTTP 200 OK

Expand for sample response ...

Note, some columnHeaders have been omitted in the following response for readability.

{
  "columnHeaders": [
    {
      "name": "interval_start_timestamp",
      "type": "string"
    },
    {
      "name": "redacted",
      "type": "boolean"
    }
  ],
  "records": [
    [
      "2021-09-03 14:31:00.967772+00",
      "Australia/Sydney",
      "0",
      "154936",
      "0",
      "0",
      "44943",
      "9",
      "5",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "9",
      "1",
      "3",
      "4",
      "3",
      "0",
      "0",
      "0",
      "0",
      null,
      null,
      null,
      null,
      null,
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "[email protected]",
      "emailchatagent1",
      "03",
      "emailchatagent1,03",
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "Supervisor",
      "2021-09-03 10:15:00+00",
      "2021-09-28 07:21:14.046617+00",
      "f",
      "f",
      "2021-09-03 14:31:00.967772+00",
      "f"
    ]
  ],
  "pagination": {
    "pageSize": 20,
    "prevPageToken": "",
    "nextPageToken": "123e4567-e89b-12d3-a456-556642440000"
  },
  "links": {
    "prev": "",
    "next": "https://HOST-REGION.cc.avayacloud.com/api/analytics/historical/v1beta/accounts/{accountId}/reports/AgentDaily?interval=ending:202109041000&nextPageToken=123e4567-e89b-12d3-a456-556642440000&pageSize=20"
  }
}

Example - Get the AgentDaily report data between September 4^th 2021 and September 7^th 2021

GET /reports/{reportName}?interval={value}

/v1/accounts/ABCDEF/reports/AgentDaily?interval=starting:202109041000,ending:202109071000
/v2/accounts/ABCDEF/reports/AgentDaily?interval=starting:202109041000,ending:202109071000

HTTP 200 OK

Expand for sample response ...

Note, some columnHeaders have been omitted in the following response for readability.

{
  "columnHeaders": [
    {
      "name": "interval_start_timestamp",
      "type": "string"
    },
    {
      "name": "redacted",
      "type": "boolean"
    }
  ],
  "records": [
    [
      "2021-09-04 14:31:01.056068+00",
      "Australia/Sydney",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      null,
      null,
      null,
      null,
      null,
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "[email protected]",
      "emailchatagent1",
      "03",
      "emailchatagent1,03",
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "Supervisor",
      "2021-09-03 10:15:00+00",
      "2021-09-28 07:21:14.046617+00",
      "f",
      "f",
      "2021-09-04 14:31:01.056068+00",
      "f"
    ]
  ],
  "pagination": {
    "pageSize": 20,
    "prevPageToken": "",
    "nextPageToken": "123e4567-e89b-12d3-a456-556642440000"
  },
  "links": {
    "prev": "",
    "next": "https://HOST-REGION.cc.avayacloud.com/api/analytics/historical/v1beta/accounts/{accountId}/reports/AgentDaily?interval=ending:202109041000&nextPageToken=123e4567-e89b-12d3-a456-556642440000&pageSize=20"
  }
}

Example - Get the AgentInterval report data for all agents whose IDs start with 'ecd42fec' and for data between 10am and 11am on September 3^rd 2021

GET /reports/{reportName}?interval={value}

/v1/accounts/ABCDEF/reports/AgentInterval?filter=agent_id:ecd42fec*&interval=starting:202109031000,ending:2022109031100
/v2/accounts/ABCDEF/reports/AgentInterval?filter=agent_id:ecd42fec*&interval=starting:202109031000,ending:2022109031100

HTTP 200 OK

Expand for sample response ...

Note, some columnHeaders have been omitted in the following response for readability.

{
  "columnHeaders": [
    {
      "name": "interval_start_timestamp",
      "type": "string"
    },
    {
      "name": "redacted",
      "type": "boolean"
    }
  ],
  "records": [
    [
      "2021-09-03 10:15:00+00",
      "2021-09-03 10:31:00.976658+00",
      "0",
      "14779",
      "0",
      "0",
      "8353",
      "2",
      "2",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "2",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      null,
      null,
      null,
      null,
      null,
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "[email protected]",
      "emailchatagent1",
      "03",
      "emailchatagent1,03",
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "Supervisor",
      "2021-09-03 10:15:00+00",
      "2021-09-28 07:21:14.046617+00",
      "f",
      "f",
      "2021-09-03 10:31:00.976658+00",
      "f"
    ]
  ],
  "pagination": {
    "pageSize": 20,
    "prevPageToken": "",
    "nextPageToken": "123e4567-e89b-12d3-a456-556642440000"
  },
  "links": {
    "prev": "",
    "next": "https://HOST-REGION.cc.avayacloud.com/api/analytics/historical/v1beta/accounts/{accountId}/reports/AgentInterval?filter=agent_id:ecd42fec*&interval=starting:202109031000,ending:2022109031100&nextPageToken=123e4567-e89b-12d3-a456-556642440000&pageSize=20"
  }
}

Example - Using Token Pagination for iterating over AgentByChannelInterval report data by 2 records per page

GET /reports/{reportName}?pageSize={value}

/v1/accounts/ABCDEF/reports/AgentByChannelInterval?pageSize=2
/v2/accounts/ABCDEF/reports/AgentByChannelInterval?pageSize=2

HTTP 200 OK

Expand for sample response ...

Note, some columnHeaders have been omitted in the following response for readability.

{
  "columnHeaders": [
    {
      "name": "interval_start_timestamp",
      "type": "string"
    },
    {
      "name": "last_changed",
      "type": "string"
    }
  ],
  "records": [
    [
      "2021-09-03 10:15:00+00",
      "2021-09-03 10:31:00.976658+00",
      "0",
      "14779",
      "0",
      "0",
      "8353",
      "2",
      "2",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "2",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      null,
      null,
      null,
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "[email protected]",
      "emailchatagent1",
      "03",
      "emailchatagent1,03",
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "Supervisor",
      "2021-09-03 10:15:00+00",
      "2021-09-28 07:21:14.046617+00",
      "f",
      "f",
      "2021-09-03 10:31:00.976658+00",
      "f",
      "Email",
      null,
      "f",
      "2021-09-03 10:15:00+00",
      "2021-09-28 07:21:14.046617+00",
      "2021-09-03 10:31:00.976658+00"
    ]
  ],
  "pagination": {
    "pageSize": 20,
    "prevPageToken": "",
    "nextPageToken": "123e4567-e89b-12d3-a456-556642440000"
  },
  "links": {
    "prev": "",
    "next": "https://HOST-REGION.cc.avayacloud.com/api/analytics/historical/v1beta/accounts/{accountId}/reports/AgentByChannelInterval?pageSize=2&nextPageToken=123e4567-e89b-12d3-a456-556642440000"
  }
}

Use the next link provided in the response above to retrieve the next page of AgentByChannelInterval data

/v1/accounts/{accountId}/reports/AgentByChannelInterval?pageSize=2&nextPageToken=123e4567-e89b-12d3-a456-556642440000
/v2/accounts/{accountId}/reports/AgentByChannelInterval?pageSize=2&nextPageToken=123e4567-e89b-12d3-a456-556642440000

HTTP 200 OK

Expand for sample response ...

Note, some columnHeaders have been omitted in the following response for readability.

{
  "columnHeaders": [
    {
      "name": "interval_start_timestamp",
      "type": "string"
    },
    {
      "name": "last_changed",
      "type": "string"
    }
  ],
  "records": [
    [
      "2021-09-03 10:30:00+00",
      "2021-09-03 10:46:00.976268+00",
      "202109031030",
      "0",
      "33857",
      "0",
      "0",
      "9294",
      "1",
      "1",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "0",
      "1",
      "1",
      "0",
      "0",
      "0",
      "0",
      "0",
      null,
      null,
      null,
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "[email protected]",
      "emailchatagent1",
      "03",
      "emailchatagent1,03",
      "ecd42fec-f48b-4492-99e4-91ec2561eee5",
      "Supervisor",
      "2021-09-03 10:15:00+00",
      "2021-09-28 07:21:14.046617+00",
      "f",
      "f",
      "2021-09-03 10:46:00.976268+00",
      "f",
      "Email",
      null,
      "f",
      "2021-09-03 10:15:00+00",
      "2021-09-28 07:21:14.046617+00",
      "2021-09-03 10:46:00.976268+00"
    ]
  ],
  "pagination": {
    "pageSize": 20,
    "prevPageToken": "123e4567-e89b-12d3-a456-556642440023",
    "nextPageToken": "123e4567-e89b-12d3-a456-556642440000"
  },
  "links": {
    "prev": "https://HOST-REGION.cc.avayacloud.com/api/analytics/historical/v1beta/accounts/{accountId}/reports/AgentByChannelInterval?pageSize=2&prevPageToken=123e4567-e89b-12d3-a456-556642440023",
    "next": "https://HOST-REGION.cc.avayacloud.com/api/analytics/historical/v1beta/accounts/{accountId}/reports/AgentByChannelInterval?pageSize=2&nextPageToken=123e4567-e89b-12d3-a456-556642440000"
  }
}

Use the prev or next links provided in the response above to retrieve the previous or next page of AgentByChannelInterval data

Data Types

Note, all column values are encoded as strings, it is the responsibility of a client to convert it to any other type.

Type	Header Type	Example	Description
Number	number	5374	Integer number.
Boolean	boolean	t f	String encoded boolean value where "t" represents "True" and "f" represents "False"
String	string	John, Smith	Unicode string.
DateTime	string	2021-09-09 14:15:00+00	UTC date-time formatted string.

Dimension Headers

Agent Dimension Headers

Header	Type	Example	Description
agent_sk	Number	3	The unique id of the agent in a database
supervisor_sk	Number	3	The unique id of the supervisor in a database
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data
agent_login_id	String	[email protected]	The login id of the agent
agent_first_name	String	John	The first name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_type	String	Agent	The role associated with the user
attributes	String	[{"value": "English", "category": "Language"}]	List of attributes assigned to an agent
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
is_unknown	Boolean	t f	Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
last_changed	DateTime	2022-06-20 23:31:34.649615+00	The date and time at which the agent dimension record was last altered
redacted	Boolean	t f	Indicates that the record has been redacted as a result of a GDPR request

Queue Dimension Headers

Header	Type	Example	Description
queue_sk	Number	3	The unique id of the queue in a database
queue_id	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	The unique id of the queue associated with this data
queue_name	String	Default	The name of the queue
queue_description	String	Default queue for this account	The description of the queue
is_default	Boolean	t f	Indicates if this queue is the default queue for the account
is_unknown	Boolean	t f	Indicates if the queue is an UNKNOWN. This means we only have the queue_id but do not have the queue name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
row_active_date	DateTime	2022-06-20 20:32:45.129+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
last_changed	DateTime	2022-06-20 20:32:57.47235+00	The date and time at which the queue dimension record was last altered

Report Headers for v1

Interval Report Headers

Headers that exist only in Interval reports

Header	Type	Example	Description
etl_ticket_id	Number	3	The unique id of the record processed by ETL
interval_start_timestamp	DateTime	2022-06-20 16:15:00+00	The UTC timestamp of the beginning of the interval in Coordinated Universal Time (UTC)
utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval in format YYYYMMDDHH24MI (YYYY - a year, DD - a day of a month, MM - a month 1-12, HH24 - an hour 00-23, MI - minutes: 00, 15, 30, 45)

Daily Report Headers

Headers that exist only in Daily reports

Header	Type	Example	Description
day_sk	Number	20220620	The unique id of the day in format YYYYMMDD (YYYY - a year, MM - a month 1-12, DD - a day of a month)
rollup_seq_id	Number	3	The unique id of the aggregated record used for pagination
timezone_name	String	Australia/Sydney	The time zone associated with the record

Agent Report Headers

Header	Type	Example	Description
agent_sk	Number	3	The unique id of the agent in a database
last_changed	DateTime	2022-06-20 16:31:33.563795+00	The date and time at which the agent dimension record was last altered
abandoned_from_alerting	Number	3	A count of the number of engagements that were abandoned by the customer while the engagement was alerting at the agent within the reporting period
active_duration	Number	918000	The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_count	Number	3	The number of times an agent entered After Call Work within the reporting period
acw_duration	Number	390000	The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
ad_hoc_email_initiated	Number	3	A count of outbound e-mail engagements initiated by an agent within the reporting period
ad_hoc_email_sent	Number	3	A count of outbound e-mail engagements sent by an agent within the reporting period
agent_logon_duration	Number	2100000	The amount of time in milliseconds that the agent has been logged in within the reporting period
agent_nr_reason_code_duration	Number	30000	The amount of time in milliseconds an agent was in a Not Ready state while using a reason code during the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answered	Number	3	A count of the number of engagements answered within the reporting period by agent
barged	Number	3	A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_duration	Number	30000	The amount of time in milliseconds that an agent was barged out of an engagement by a supervisor within the reporting period
barging	Number	3	A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_duration	Number	30000	The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coached	Number	3	A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_duration	Number	30000	The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coaching	Number	3	A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_duration	Number	30000	The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
comp_active_duration	Number	30000	The amount of time the agent spent actively working on the engagement that completed within the reporting period
completed	Number	3	A count of the number of engagements completed within the reporting period by agent
comp_logon_duration	Number	30000	The amount of time the agent was logged in during the reporting period
comp_nr_reason_duration	Number	30000	The amount of time an agent was in a Not Ready state while using a reason code during the reporting period
comp_total_time_not_ready	Number	3	The amount of time the agent has been in a 'Not Ready' state during the reporting period
conference_accepted_from_queue	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_accepted_from_user	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_initiated_to_queue	Number	3	A count of engagements conference initiated by the agent that was a result of a consult to queue
conference_initiated_to_user	Number	3	A count of engagements conference initiated by the agent that was a result of a consult
conference_to_external	Number	3	A count of engagements conference to an external party
consult_accepted_from_queue	Number	3	A count of engagements answered by the agent on the queue that was a result of a consult
consult_accepted_from_user	Number	3	A count of engagements answered by the agent that was a result of a consult
consulted_duration	Number	30000	The duration the agent was consulted by another resource
consulting_duration	Number	30000	The duration the agent spent consulting with another resource
consulting_external_duration	Number	30000	The duration the agent spent consulting with another external resource
consult_initiated_to_queue	Number	3	A count of engagements where the agent initiated a consult to queue
consult_initiated_to_user	Number	3	A count of engagements where the agent initiated a consult with another user
consult_to_external	Number	3	A count of engagements where the agent initiated a consult with External
external_calls_duration	Number	30000	The amount of time the agent spent on external calls during the reporting period
external_voice_calls	Number	3	A count of external voice calls made by the agent within the reporting period
forwarded	Number	3	A count of engagements forwarded by the agent within the reporting period
hold	Number	3	A count of engagements that were placed on hold within the reporting period
hold_duration	Number	30000	The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
idle_time_duration	Number	30000	The amount of time in milliseconds an agent is not active on an engagement but available for work within the reporting period
not_answered	Number	3	Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period
observed	Number	3	A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_duration	Number	30000	The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observing	Number	3	A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_duration	Number	30000	The amount of time in milliseconds that a supervisor was observing within the reporting period
offered	Number	3	A count of the number of engagements directed to the agent within the reporting period
total_engagements_in_acw	Number	3	The total number of ACW sessions completed within the reporting period
total_time_not_ready	Number	30000	The amount of time in milliseconds that the agent has been in a Not Ready state within the reporting period
transfer_accepted_from_queue	Number	3	A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_user	Number	3	A count of engagements answered by an agent that was a result of a transfer directly to that agent within the reporting period
transfer_initiated_to_queue	Number	3	A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_user	Number	3	A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_external_cancelled	Number	3	A count of engagements where an agent initiated an external transfer that was cancelled within the reporting period
transfer_to_external_failed	Number	3	A count of engagements where an agent initiated an external transfer that failed within the reporting period
transfer_to_external_initiated	Number	3	A count of engagements where an agent initiated an external transfer within the reporting period
transfer_to_queue_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failed	Number	3	A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failed	Number	3	A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
warm_transfer_accepted_from_queue	Number	3	A count of engagements where a consult to queue resulted in a transfer to a user was accepted by a user
warm_transfer_accepted_from_user	Number	3	A count of engagements where a consult to user resulted in a transfer to the user was accepted by the user
warm_transfer_initiated_to_queue	Number	3	A count of engagements where a consult to queue resulted in an agent initiating a transfer to a user
warm_transfer_initiated_to_user	Number	3	A count of engagements where a consult to user resulted in an agent initiating a transfer to the user
warm_transfer_to_external	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
supervisor_sk	Number	3	The unique id of the supervisor in a database
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data. This value should be specified when using the Historical API to agent dimension data
agent_login_id	String	[email protected]	The login id of the agent
agent_first_name	String	John	The first name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_type	String	Agent	The role associated with the user
attributes	String	[{"value": "English", "category": "Language"}]	List of attributes assigned to an agent
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
is_unknown	Boolean	t f	Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
redacted	Boolean	t f	Indicates that the record has been redacted as a result of a GDPR request

AgentByChannel Report Headers

Header	Type	Example	Description
channel_sk	Number	3	The unique id of the channel in a database
agent_sk	Number	3	The unique id of the agent in a database
last_changed	DateTime	2022-06-20 23:31:34.649615+00	The date and time at which the agent dimension record was last altered
abandoned_from_alerting	Number	3	A count of the number of engagements that were abandoned by the customer while the engagement was alerting at the agent within the reporting period
active_duration	Number	30000	The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_count	Number	3	A count of the number of times an agent entered After Call Work within the reporting period
acw_duration	Number	30000	The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
ad_hoc_email_initiated	Number	3	A count of outbound e-mail engagements initiated by an agent within the reporting period
ad_hoc_email_sent	Number	3	A count of outbound e-mail engagements sent by an agent within the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answered	Number	3	A count of the number of engagements answered within the reporting period by agent by channel
barged	Number	3	A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_duration	Number	30000	The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
barging	Number	3	A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_duration	Number	30000	The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
channel_idle_time_duration	Number	30000	The amount of time in milliseconds an agent is available for work but is not active on an engagement by channel within the reporting period
channel_logon_duration	Number	30000	The amount of time the agent was logged in to the channel within the reporting period
coached	Number	3	A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_duration	Number	30000	The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coaching	Number	3	A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_duration	Number	30000	The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
comp_active_duration	Number	30000	The amount of time the agent spent actively working on the engagement that completed within the reporting period
comp_exclusivity_duration	Number	30000	The total amount of time the agent spent in the Exclusivity Mode (Voice Priority)
completed	Number	3	A count of the number of engagements completed within the reporting period by agent by channel
conference_accepted_from_queue	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_accepted_from_user	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_initiated_to_queue	Number	3	A count of engagements conference initiated by the agent that was a result of a consult to queue
conference_initiated_to_user	Number	3	A count of engagements conference initiated by the agent that was a result of a consult
conference_to_external	Number	3	A count of engagements conference to an external party
consult_accepted_from_queue	Number	3	A count of engagements answered by the agent on the queue that was a result of a consult
consult_accepted_from_user	Number	3	A count of engagements answered by the agent that was a result of a consult
consulted_duration	Number	30000	The duration the agent was consulted by another resource
consulting_duration	Number	30000	The duration the agent spent consulting with another resource
consulting_external_duration	Number	30000	The duration the agent spent consulting with another external resource
consult_initiated_to_queue	Number	3	A count of engagements where the agent initiated a consult to queue
consult_initiated_to_user	Number	3	A count of engagements where the agent initiated a consult with another user
consult_to_external	Number	3	A count of engagements where the agent initiated a consult with External
exclusivity_count	Number	3	The count of times the Exclusivity Mode (Voice Priority) was activated
exclusivity_duration	Number	30000	The total amount of time the agent spent in the Exclusivity Mode (Voice Priority)
forwarded	Number	3	A count of engagements forwarded by the agent within the reporting period
hold	Number	3	A count of engagements that were placed on hold within the reporting period
hold_duration	Number	30000	The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answered	Number	3	Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by agent by channel
observed	Number	3	A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_duration	Number	30000	The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observing	Number	3	A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_duration	Number	30000	The amount of time in milliseconds that a supervisor was observing within the reporting period
offered	Number	3	A count of the number of engagements directed to the agent within the reporting period, by channel
total_engagements_in_acw	Number	3	The total number of ACW sessions completed
transfer_accepted_from_queue	Number	3	A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_user	Number	3	A count of engagements answered by an agent that was a result of a transfer directly to that agent within the reporting period
transfer_initiated_to_queue	Number	3	A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_user	Number	3	A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_external_cancelled	Number	3	A count of engagements where an agent initiated an external transfer that was cancelled
transfer_to_external_failed	Number	3	A count of engagements where an agent initiated an external transfer that failed
transfer_to_external_initiated	Number	3	A count of engagements where an agent initiated an external transfer within the reporting period
transfer_to_queue_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failed	Number	3	A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failed	Number	3	A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
warm_transfer_accepted_from_queue	Number	3	A count of engagements where a consult to queue resulted in a transfer to a user was accepted by a user
warm_transfer_accepted_from_user	Number	3	A count of engagements where a consult to user resulted in a transfer to the user was accepted by the user
warm_transfer_initiated_to_queue	Number	3	A count of engagements where a consult to queue resulted in an agent initiating a transfer to a user
warm_transfer_initiated_to_user	Number	3	A count of engagements where a consult to user resulted in an agent initiating a transfer to the user
warm_transfer_to_external	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
comp_in_focus_active_count	Number	3	A count of interactions for which the active phase is completed within the current reporting interval and was in focus in a current or previous reporting interval. This measure is reported when the ACW phase starts or when the interaction is completed without an ACW phase. The metric increments when the transferred interaction is completed if the tranferred interaction gets focus at least once.
comp_in_focus_active_duration	Number	30000	The total in-focus active duration of an interaction that completed within the reporting interval. This measure is reported when the ACW phase starts or when the interaction is completed without an ACW phase. The interval includes the time an agent is active during an interaction, but excludes any voice-hold duration.
comp_in_focus_acw_count	Number	3	A count of interactions for which the active ACW phase is completed within the current reporting interval and was in focus in a current or previous reporting interval. The metric increments when the ACW phase of the interaction is completed.
comp_in_focus_acw_duration	Number	30000	The total in-focus ACW duration of an interaction that completed within the reporting interval. This measure is reported when the active phase of the ACW is completed in the interval.
supervisor_sk	Number	3	The unique id of the supervisor in a database
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data. This value should be specified when using the Historical API to agent dimension data
agent_login_id	String	[email protected]	The login id of the agent
agent_first_name	String	John	The first name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_type	String	Agent	The role associated with the user
attributes	String	[{"value": "English", "category": "Language"}]	List of attributes assigned to an agent
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
is_unknown	Boolean	t f	Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
redacted	Boolean	t f	Indicates that the record has been redacted as a result of a GDPR request
channel_id	String	Voice	The unique id of the channel associated with this data
channel_desc	String	The voice channel provider.	The channel description

AgentByQueue Report Headers

Header	Type	Example	Description
queue_sk	Number	3	The unique id of the queue in a database
agent_sk	Number	3	The unique id of the agent in a database
last_changed	DateTime	2022-06-20 23:31:34.649615+00	The date and time at which the agent dimension record was last altered
abandoned_from_alerting	Number	3	A count of the number of engagement that were abandoned by the customer while the engagement was alerting at the agent within the reporting period
active_duration	Number	30000	The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_count	Number	3	The number of times an agent entered After Call Work within the reporting period
acw_duration	Number	30000	The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answered	Number	3	A count of the number of engagements answered within the reporting period by agent by queue
barged	Number	3	A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_duration	Number	30000	The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
barging	Number	3	A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_duration	Number	30000	The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coached	Number	3	A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_duration	Number	30000	The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coaching	Number	3	A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_duration	Number	30000	The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
comp_active_duration	Number	30000	The amount of time the agent spent actively working on the engagement that completed within the reporting period
completed	Number	3	A count of the number of engagements completed within the reporting period by agent by queue
conference_accepted_from_queue	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_accepted_from_user	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_initiated_to_queue	Number	3	A count of engagements conference initiated by the agent that was a result of a consult to queue
conference_initiated_to_user	Number	3	A count of engagements conference initiated by the agent that was a result of a consult
conference_to_external	Number	3	A count of engagements conference to an external party
consult_accepted_from_queue	Number	3	A count of engagements answered by the agent on the queue that was a result of a consult
consult_accepted_from_user	Number	3	A count of engagements answered by the agent that was a result of a consult
consulted_duration	Number	30000	The duration the agent was consulted by another resource
consulting_duration	Number	30000	The duration the agent spent consulting with another resource
consulting_external_duration	Number	30000	The duration the agent spent consulting with another external resource
consult_initiated_to_queue	Number	3	A count of engagements where the agent initiated a consult to queue
consult_initiated_to_user	Number	3	A count of engagements where the agent initiated a consult with another user
consult_to_external	Number	3	A count of engagements where the agent initiated a consult with External
hold	Number	3	A count of engagements that were placed on hold within the reporting period
hold_duration	Number	30000	The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answered	Number	3	Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by agent by queue
observed	Number	3	A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_duration	Number	30000	The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observing	Number	3	A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_duration	Number	30000	The amount of time in milliseconds that a supervisor was observing within the reporting period
offered	Number	3	A count of the number of engagements directed to the agent within the reporting period, by queue
total_engagements_in_acw	Number	3	The total number of ACW sessions completed within the reporting period
transfer_accepted_from_queue	Number	3	A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_user	Number	3	A count of engagements answered by an agent that was a result of a transfer directly to that agent within the reporting period
transfer_initiated_to_queue	Number	3	A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_user	Number	3	A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_queue_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failed	Number	3	A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failed	Number	3	A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
warm_transfer_accepted_from_queue	Number	3	A count of engagements where a consult to queue resulted in a transfer to a user was accepted by a user
warm_transfer_accepted_from_user	Number	3	A count of engagements where a consult to user resulted in a transfer to the user was accepted by the user
warm_transfer_initiated_to_queue	Number	3	A count of engagements where a consult to queue resulted in an agent initiating a transfer to a user
warm_transfer_initiated_to_user	Number	3	A count of engagements where a consult to user resulted in an agent initiating a transfer to the user
warm_transfer_to_external	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
supervisor_sk	Number	3	The unique id of the supervisor in a database
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data. This value should be specified when using the Historical API to agent dimension data
agent_login_id	String	[email protected]	The login id of the agent
agent_first_name	String	John	The first name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_type	String	Agent	The role associated with the user
attributes	String	[{"value": "English", "category": "Language"}]	List of attributes assigned to an agent
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
is_unknown	Boolean	t f	Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
redacted	Boolean	t f	Indicates that the record has been redacted as a result of a GDPR request
queue_id	String	1	The unique id of the queue associated with this data
queue_name	String	Default	The name of the queue
queue_description	String	Default queue for this account	The queue description
is_default	Boolean	t f	Indicates if this queue is the default queue for the account

Queue Report Headers

Header	Type	Example	Description
queue_sk	Number	3	The unique id of the queue in a database
last_changed	DateTime	2022-06-20 20:32:57.47235+00	The date and time at which the queue dimension record was last altered
abandoned_before_threshold	Number	3	A count of engagements abandoned before the specific threshold on queue or while alerting at an agent
abandoned_from_alerting	Number	3	A count of the number of engagements that were abandoned by the customer while the engagement was alerting at the agent within the reporting period
abandoned_from_queue	Number	3	A count of the number of engagements that were abandoned by the customer while they were queueing for an agent within the reporting period
abandon_time_duration	Number	30000	The amount of time in milliseconds before the engagement was abandoned on a specific queue within the reporting period
active_duration	Number	30000	The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_count	Number	3	The number of times an agent entered After Call Work within the reporting period
acw_duration	Number	30000	The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answered	Number	3	A count of the number of engagements answered within the reporting period by queue
answered_after_threshold	Number	3	A count of engagements answered after the specific threshold for the queue
barged	Number	3	A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_duration	Number	30000	The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
barging	Number	3	A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_duration	Number	30000	The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coached	Number	3	A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_duration	Number	30000	The amount of time in milliseconds that an agent was coached on an engagement by a supervisor within the reporting period
coaching	Number	3	A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_duration	Number	30000	The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
comp_active_duration	Number	30000	The amount of time the agent spent actively working on the engagement that completed within the reporting period
completed	Number	3	A count of the number of engagements completed within the reporting period by queue
conference_accepted_from_queue	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_accepted_from_user	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_initiated_to_queue	Number	3	A count of engagements conference initiated by the agent that was a result of a consult to queue
conference_initiated_to_user	Number	3	A count of engagements conference initiated by the agent that was a result of a consult
conference_to_external	Number	3	A count of engagements conference to an external party
consult_accepted_from_queue	Number	3	A count of engagements answered by the agent on the queue that was a result of a consult
consult_accepted_from_user	Number	3	A count of engagements answered by the agent that was a result of a consult
consulted_duration	Number	30000	The duration the agent was consulted by another resource
consulting_duration	Number	30000	The duration the agent spent consulting with another resource
consulting_external_duration	Number	30000	The duration the agent spent consulting with another external resource
consult_initiated_to_queue	Number	3	A count of engagements where the agent initiated a consult to queue
consult_initiated_to_user	Number	3	A count of engagements where the agent initiated a consult with another user
consult_to_external	Number	3	A count of engagements where the agent initiated a consult with External
hold_duration	Number	30000	The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answered	Number	3	Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by queue
observed	Number	3	A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_duration	Number	30000	The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observing	Number	3	A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_duration	Number	30000	The amount of time in milliseconds that a supervisor was observing within the reporting period
offered	Number	3	A count of the number of engagements directed to the queue within the reporting period
offered_to_queue	Number	3	A count of the number of engagements directed to the queue within the reporting period
total_engagements_in_acw	Number	3	The total number of ACW sessions completed
transfer_accepted_from_queue	Number	3	A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_user	Number	3	A count of engagements answered by an agent that was a result of a transfer directly to that agent within the reporting period
transfer_initiated_to_queue	Number	3	A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_user	Number	3	A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_queue_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failed	Number	3	A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failed	Number	3	A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
wait_time	Number	30000	The amount of time in milliseconds the engagement was in a queued state within the reporting period
warm_transfer_accepted_from_queue	Number	3	A count of engagements where a consult to queue resulted in a transfer to a user was accepted by a user
warm_transfer_accepted_from_user	Number	3	A count of engagements where a consult to user resulted in a transfer to the user was accepted by the user
warm_transfer_initiated_to_queue	Number	3	A count of engagements where a consult to queue resulted in an agent initiating a transfer to a user
warm_transfer_initiated_to_user	Number	3	A count of engagements where a consult to user resulted in an agent initiating a transfer to the user
warm_transfer_to_external	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
queue_id	String	1	The unique id of the queue associated with this data
queue_name	String	Default	The name of the queue
queue_description	String	Default queue for this account	The queue description
is_default	Boolean	t f	Indicates if this queue is the default queue for the account
is_unknown	Boolean	t f	Indicates if the queue is an UNKNOWN. This means we only have the queue_id but do not have queue name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key

QueueByChannel Report Headers

QueueByChannel Report Header Fields	Type	Example	Description
channel_sk	Number	3	The unique id of the channel in a database
queue_sk	Number	3	The unique id of the queue in a database
last_changed	DateTime	2022-06-20 20:32:57.47235+00	The date and time at which the queue dimension record was last altered
abandoned_before_threshold	Number	3	A count of engagements abandoned before the specific threshold on queue or while alerting at an agent
abandoned_from_alerting	Number	3	A count of the number of engagements that were abandoned by the customer while the engagement was alerting at the agent within the reporting period
abandoned_from_queue	Number	3	A count of the number of engagements that were abandoned by the customer while they were queueing for an agent within the reporting period
abandon_time_duration	Number	30000	The amount of time in milliseconds before the engagement was abandoned on a specific queue within the reporting period
active_duration	Number	30000	The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_count	Number	3	The number of times an agent entered After Call Work within the reporting period
acw_duration	Number	30000	The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answered	Number	3	A count of the number of engagements answered within the reporting period by queue by channel
answered_after_threshold	Number	3	A count of engagements answered after the specific threshold for the queue
barged	Number	3	A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_duration	Number	30000	The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
barging	Number	3	A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_duration	Number	30000	The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coached	Number	3	A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_duration	Number	30000	The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coaching	Number	3	A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_duration	Number	30000	The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
comp_active_duration	Number	30000	The amount of time the agent spent actively working on the engagement that completed within the reporting period
completed	Number	3	A count of the number of engagements completed within the reporting period by agent by queue by channel
conference_accepted_from_queue	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_accepted_from_user	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_initiated_to_queue	Number	3	A count of engagements conference initiated by the agent that was a result of a consult to queue
conference_initiated_to_user	Number	3	A count of engagements conference initiated by the agent that was a result of a consult
conference_to_external	Number	3	A count of engagements conference to an external party
consult_accepted_from_queue	Number	3	A count of engagements answered by the agent on the queue that was a result of a consult
consult_accepted_from_user	Number	3	A count of engagements answered by the agent that was a result of a consult
consulted_duration	Number	30000	The duration the agent was consulted by another resource
consulting_duration	Number	30000	The duration the agent spent consulting with another resource
consulting_external_duration	Number	30000	The duration the agent spent consulting with another external resource
consult_initiated_to_queue	Number	3	A count of engagements where the agent initiated a consult to queue
consult_initiated_to_user	Number	3	A count of engagements where the agent initiated a consult with another user
consult_to_external	Number	3	A count of engagements where the agent initiated a consult with External
hold_duration	Number	30000	The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answered	Number	3	Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by queue by channel
observed	Number	3	A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_duration	Number	30000	The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observing	Number	3	A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_duration	Number	30000	The amount of time in milliseconds that a supervisor was observing within the reporting period
offered	Number	3	A count of the number of engagements directed to the queue within the reporting period, by channel
offered_to_queue	Number	3	A count of the number of engagements directed to the queue within the reporting period, by channel
total_engagements_in_acw	Number	3	The total number of ACW sessions completed within the reporting period
transfer_accepted_from_queue	Number	3	A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_initiated_to_queue	Number	3	A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_to_queue_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failed	Number	3	A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
wait_time	Number	30000	The amount of time in milliseconds the engagement was in a queued state within the reporting period
warm_transfer_accepted_from_queue	Number	3	A count of engagements where a consult to queue resulted in a transfer to a user was accepted by a user
warm_transfer_accepted_from_user	Number	3	A count of engagements where a consult to user resulted in a transfer to the user was accepted by the user
warm_transfer_initiated_to_queue	Number	3	A count of engagements where a consult to queue resulted in an agent initiating a transfer to a user
warm_transfer_initiated_to_user	Number	3	A count of engagements where a consult to user resulted in an agent initiating a transfer to the user
warm_transfer_to_external	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
comp_in_focus_active_count	Number	3	A count of interactions for which the active phase is completed within the current reporting interval and was in focus in a current or previous reporting interval. This measure is reported when the ACW phase starts or when the interaction is completed without an ACW phase. The metric increments when the transferred interaction is completed if the tranferred interaction gets focus at least once.
comp_in_focus_active_duration	Number	30000	The total in-focus active duration of an interaction that completed within the reporting interval. This measure is reported when the ACW phase starts or when the interaction is completed without an ACW phase. The interval includes the time an agent is active during an interaction, but excludes any voice-hold duration.
comp_in_focus_acw_count	Number	3	A count of interactions for which the active ACW phase is completed within the current reporting interval and was in focus in a current or previous reporting interval. The metric increments when the ACW phase of the interaction is completed.
comp_in_focus_acw_duration	Number	30000	The total in-focus ACW duration of an interaction that completed within the reporting interval. This measure is reported when the active phase of the ACW is completed in the interval.
queue_id	String	1	The unique id of the queue associated with this data
queue_name	String	Default	The name of the queue
queue_description	String	Default queue for this account	The queue description
is_default	Boolean	t f	Indicates if this queue is the default queue for the account
is_unknown	Boolean	t f	Indicates if the queue is an UNKNOWN. This means we only have the queue_id but do not have the queue name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
channel_id	String	Voice	The unique id of the channel associated with this data
channel_desc	String	The voice channel provider.	The channel description

EngagementDetail Report Headers

EngagementDetail Report Header Fields	Type	Example	Description
disposition_code_sk	Number	3	The unique id of the disposition code in a database
queue_sk	Number	3	The unique id of the queue in a database
agent_sk	Number	3	The unique id of the agent in a database
etl_ticket_id	Number	3	The unique id of the record processed by ETL
last_changed	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the engagement was last altered
partition_key	Number	20220620	The id representing dialog_start_time in format YYYYMMDD that is used for partitioning in a database
redacted	Boolean	t f	Indicates if the engagement is redacted
abandoned_indicator	Boolean	t f	Indicates if the engagement was abandoned
acw_end_timestamp	DateTime	2022-06-20 16:22:00+00	The timestamp of when ACW ended in the engagement
acw_end_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when ACW ended in the engagement
acw_indicator	Boolean	t f	Indicates if the engagement was in ACW
acw_start_timestamp	DateTime	2022-05-20 16:13:00+00	The timestamp of when ACW started in the engagement
acw_start_timestamp_utc_quarter_hour_sk	Number	202206201600	The unique id representing a specific 15-minute interval when ACW started in the engagement
agent_initiated_disconnect	Boolean	t f	Indicates if the agent initiated the disconnect
answered_timestamp	DateTime	2022-06-20 16:22:00+00	The timestamp that the agent answered the engagement
answered_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when the agent answered the engagement
barge_end_timestamp	DateTime	2022-06-20 16:22:00+00	The timestamp of when the barge ended in the engagement
barge_end_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when the barge ended in the engagement
barge_indicator	Boolean	t f	Indicates if the engagement was barged into
barge_start_timestamp	DateTime	2022-06-20 16:15:00+00	The timestamp of when the barge started in the engagement
barge_start_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when the barge started in the engagement
barge_timestamp	DateTime	2021-09-09 14:15:00+00	The timestamp of when the barge started in the engagement (not active)
barge_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when the barge started in the engagement (not active)
business_accountname	String	acme-business-account	Business account name
calling_number	String	086 3596584	Phone number for receipt of the call
channel_id	String	Voice	The unique id of the channel associated with this data
channel_type	String	Voice	Description of the channel type
coach_indicator	Boolean	t f	Indicates if coaching occurred in the engagement
coach_timestamp	DateTime	2022-06-20 16:15:00+00	The timestamp of when coaching occurred in the engagement
coach_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when coaching occurred in the engagement
conference_indicator	Boolean	t f	Indicates if the Agent initiated a consult or consult-to-queue that results in a conference
conference_to_external_indicator	Boolean	t f	Indicates if the Agent initiated a consult to an external contact that resulted in the conference for the engagement
consult_accepted_from_queue_indicator	Boolean	t f	Indicates if a consult-to-queue request for the engagement was accepted by an agent
consult_accepted_from_user_indicator	Boolean	t f	Indicates if a consult-to-user request for the engagement was accepted by an agent
consult_initiated_to_queue_indicator	Boolean	t f	Indicates if the Agent initiated a consult-to-queue for the engagement that may or may not be accepted by the consulted queue
consult_initiated_to_user_indicator	Boolean	t f	Indicates if the Agent initiated a consult-to-user for the engagement that may or may not be accepted by the consulted agent
consult_to_external_indicator	Boolean	t f	Indicates the consults initiated by an agent to an external number and it accepted by the external party
consult_to_external_number	String	E1:1996da2394d9121638os56te8af46bbe231c953f	External Address the agent consulted
dialled_number	String	087 3496584	Phone number from call being sent
dialog_end_time	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the dialog ended
dialog_end_time_utc_quarter_hour_sk	Number	202206202045	The unique id representing a specific 15-minute interval when the dialog ended
dialog_id	String	97780bb0-9b5f-4fdf-ad1d-696f68f0581d	The unique id of the dialog for this contact detail record
dialog_start_time	DateTime	2022-06-20 20:32:15.393005+00	The date and time at which the dialog started
dialog_start_time_utc_quarter_hour_sk	Number	202206202030	The unique id representing a specific 15-minute interval when the dialog started
direction	String	INCOMING	Direction of the engagement
emergency_indicator	Boolean	t f	Indicates if the engagement was an emergency one
engagement_end_time	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the engagement ended
engagement_end_time_utc_quarter_hour_sk	Number	202206202045	The unique id representing a specific 15-minute interval when the engagement ended
engagement_id	String	8852f5df-ad50-494f-b0ce-6929b24160a	The unique ID for the engagement
engagement_offered_time	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the engagement was first offered
engagement_offered_time_utc_quarter_hour_sk	Number	202206202045	The unique id representing a specific 15-minute interval when the engagement was first offered
engagement_queued_time	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the engagement was first queued
engagement_queued_time_utc_quarter_hour_sk	Number	202206202045	The unique id representing a specific 15-minute interval when the engagement was first queued
engagement_source	String	whatsapp	The external system that was the source of the engagement that is being generated into AXP
engagement_start_time	DateTime	2022-06-20 16:15:00+00	The date and time at which the engagement started
engagement_start_time_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when the engagement started
external_call_indicator	Boolean	t f	Indicates if the engagement was an external call
external_participant_id	String	[email protected]	The unique id of the external customer
message_type	String	chat	Type of message
observe_indicator	Boolean	t f	Indicates if the engagement was observed
offered_attributes	String	[Language.English]	The attributes for the engagement offered to an agent
provider_id	String	858836c8-c011-48d8-8e3a-60eba09c4445	The unique identifier of the channel provider for the engagement
queued_attributes	String	[Language.English]	The attributes for the engagement while on queue
send_from	String	[email protected]	Address of the sender
send_to	String	[email protected]	Address of the recipient
source_address	String	[email protected]	The source address is intended to represent the address from which the CCaaS engagement was created
subject	String	Top Agents	Subject matter of the engagement
transfer_indicator	Boolean	t f	Indicates if the engagement was transferred
warm_transfer_to_external_indicator	Boolean	t f	Indicates if the Agent initiated a consult-to-external that resulted in the Transfer for the engagement
warm_transfer_to_queue_indicator	Boolean	t f	Indicates if the Agent initiated a consult-to-queue that resulted in the Transfer for the engagement
warm_transfer_to_user_indicator	Boolean	t f	Indicates if the Agent initiated a consult-to-user that resulted in the Transfer for the engagement
supervisor_sk	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data. This value should be specified when using the Historical API to get agent dimension data
agent_login_id	String	[email protected]	The login id of the agent
agent_first_name	String	John	The first name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_type	String	Agent	The role associated with the user
attributes	String	[{"value": "English", "category": "Language"}]	List of attributes assigned to an agent
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
is_unknown	Boolean	t f	Indicates if the engagement is unknown
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
queue_id	String	1	The unique id of the queue associated with this data
queue_name	String	Default	The name of the queue
queue_description	String	Default queue for this account	The queue description
is_default	Boolean	t f	Indicates if this queue is the default queue for the account
disposition_code_id	String	1	The unique id of the disposition code associated with this data
disposition_code_type	String	NOT_READY	The type of the reason code
disposition_code_name	String	Lunch	The number of the reason code
disposition_code_number	String	1112	Indicates if this queue is the default queue for the account
disposition_code_description	String	Code description	Indicates if this queue is the default queue for the account

AgentLoginLogout Report Headers

AgentLoginLogout Report Header Fields	Type	Example	Description
etl_ticket_id	Number	3	The unique id of the record processed by ETL
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data. This value should be specified when using the Historical API to get agent dimension data
agent_login_id	String	[email protected]	The login id of the agent
login_timestamp	DateTime	2022-09-20 16:15:00+00	The timestamp of when agent logged in
logout_timestamp	DateTime	2022-09-20 16:15:00+00	The timestamp of when agent logged out
logon_duration	Number	2100000	The amount of time in milliseconds that the agent has been logged in within the reporting period

Report Headers for v2

Interval Report Headers

Headers that exist only in Interval reports

Header	Type	Example	Description
etl_ticket_id	Number	3	The unique id of the record processed by ETL
interval_start_timestamp	DateTime	2022-06-20 16:15:00+00	The UTC timestamp of the beginning of the interval in Coordinated Universal Time (UTC)
utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval in format YYYYMMDDHH24MI (YYYY - a year, DD - a day of a month, MM - a month 1-12, HH24 - an hour 00-23, MI - minutes: 00, 15, 30, 45)

Daily Report Headers

Headers that exist only in Daily reports

Header	Type	Example	Description
day_sk	Number	20220620	The unique id of the day in format YYYYMMDD (YYYY - a year, MM - a month 1-12, DD - a day of a month)
rollup_seq_id	Number	3	The unique id of the aggregated record used for pagination
timezone_name	String	Australia/Sydney	The time zone associated with the record

Agent Report Headers

Header	Type	Example	Description
agent_sk	Number	3	The unique id of the agent in a database
last_changed	DateTime	2022-06-20 16:31:33.563795+00	The date and time at which the agent dimension record was last altered
abandoned_from_alerting	Number	3	A count of the number of engagements that were abandoned by the customer while the engagement was alerting at the agent within the reporting period
active_duration	Number	918000	The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_count	Number	3	The number of times an agent entered After Call Work within the reporting period
acw_duration	Number	390000	The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
ad_hoc_email_initiated	Number	3	A count of outbound e-mail engagements initiated by an agent within the reporting period
ad_hoc_email_sent	Number	3	A count of outbound e-mail engagements sent by an agent within the reporting period
agent_logon_duration	Number	2100000	The amount of time in milliseconds that the agent has been logged in within the reporting period
agent_nr_reason_code_duration	Number	30000	The amount of time in milliseconds an agent was in a Not Ready state while using a reason code during the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answered	Number	3	A count of the number of engagements answered within the reporting period by agent
barged	Number	3	A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_duration	Number	30000	The amount of time in milliseconds that an agent was barged out of an engagement by a supervisor within the reporting period
barging	Number	3	A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_duration	Number	30000	The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coached	Number	3	A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_duration	Number	30000	The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coaching	Number	3	A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_duration	Number	30000	The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
completed	Number	3	A count of the number of engagements completed within the reporting period by agent
conference_accepted_from_queue	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_accepted_from_user	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_initiated_to_queue	Number	3	A count of engagements conference initiated by the agent that was a result of a consult to queue
conference_initiated_to_user	Number	3	A count of engagements conference initiated by the agent that was a result of a consult
consult_accepted_from_queue	Number	3	A count of engagements answered by the agent on the queue that was a result of a consult
consult_accepted_from_user	Number	3	A count of engagements answered by the agent that was a result of a consult
consulted_duration	Number	30000	The duration the agent was consulted by another resource
consulting_duration	Number	30000	The duration the agent spent consulting with another resource
consult_initiated_to_queue	Number	3	A count of engagements where the agent initiated a consult to queue
consult_initiated_to_user	Number	3	A count of engagements where the agent initiated a consult with another user
external_calls_duration	Number	30000	The amount of time the agent spent on external calls during the reporting period
external_voice_calls	Number	3	A count of external voice calls made by the agent within the reporting period
forwarded	Number	3	A count of engagements forwarded by the agent within the reporting period
hold	Number	3	A count of engagements that were placed on hold within the reporting period
hold_duration	Number	30000	The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
idle_time_duration	Number	30000	The amount of time in milliseconds an agent is not active on an engagement but available for work within the reporting period
not_answered	Number	3	Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period
observed	Number	3	A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_duration	Number	30000	The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observing	Number	3	A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_duration	Number	30000	The amount of time in milliseconds that a supervisor was observing within the reporting period
offered	Number	3	A count of the number of engagements directed to the agent within the reporting period
total_engagements_in_acw	Number	3	The total number of ACW sessions completed within the reporting period
total_time_not_ready	Number	30000	The amount of time in milliseconds that the agent has been in a Not Ready state within the reporting period
transfer_accepted_from_queue	Number	3	A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_user	Number	3	A count of engagements answered by an agent that was a result of a transfer directly to that agent within the reporting period
transfer_initiated_to_queue	Number	3	A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_user	Number	3	A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_external_cancelled	Number	3	A count of engagements where an agent initiated an external transfer that was cancelled within the reporting period
transfer_to_external_failed	Number	3	A count of engagements where an agent initiated an external transfer that failed within the reporting period
transfer_to_external_initiated	Number	3	A count of engagements where an agent initiated an external transfer within the reporting period
transfer_to_queue_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failed	Number	3	A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failed	Number	3	A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
conference_to_external	Number	3	A count of engagements conference to an external party
consulting_external_duration	Number	30000	The duration the agent spent consulting with another external resource
consult_to_external	Number	3	A count of engagements where the agent initiated a consult with External
warm_transfer_to_external	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
warm_transfer_accepted_from_queue	Number	3	A count of engagements where a consult to queue resulted in a transfer to a user was accepted by a user
warm_transfer_accepted_from_user	Number	3	A count of engagements where a consult to user resulted in a transfer to the user was accepted by the user
warm_transfer_initiated_to_queue	Number	3	A count of engagements where a consult to queue resulted in an agent initiating a transfer to a user
warm_transfer_initiated_to_user	Number	3	A count of engagements where a consult to user resulted in an agent initiating a transfer to the user
comp_active_duration	Number	30000	The amount of time the agent spent actively working on the engagement that completed within the reporting period
comp_logon_duration	Number	30000	The amount of time the agent was logged in during the reporting period
comp_nr_reason_duration	Number	30000	The amount of time an agent was in a Not Ready state while using a reason code during the reporting period
comp_total_time_not_ready	Number	3	The amount of time the agent has been in a 'Not Ready' state during the reporting period
transfer_initiated_to_queue_with_draft	Number	3	A count of the email engagements with draft that were transferred by the agent to queue within the reporting interval
transfer_initiated_to_user_with_draft	Number	3	A count of the email engagements with draft that were transferred by the agent to their supervisor or another agent within the reporting interval
supervisor_sk	Number	3	The unique id of the supervisor in a database
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data. This value should be specified when using the Historical API to agent dimension data
agent_login_id	String	[email protected]	The login id of the agent
agent_first_name	String	John	The first name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_type	String	Agent	The role associated with the user
attributes	String	[{"value": "English", "category": "Language"}]	List of attributes assigned to an agent
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
is_unknown	Boolean	t f	Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
redacted	Boolean	t f	Indicates that the record has been redacted as a result of a GDPR request

AgentByChannel Report Headers

Header	Type	Example	Description
channel_sk	Number	3	The unique id of the channel in a database
agent_sk	Number	3	The unique id of the agent in a database
last_changed	DateTime	2022-06-20 23:31:34.649615+00	The date and time at which the agent dimension record was last altered
abandoned_from_alerting	Number	3	A count of the number of engagements that were abandoned by the customer while the engagement was alerting at the agent within the reporting period
active_duration	Number	30000	The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_count	Number	3	A count of the number of times an agent entered After Call Work within the reporting period
acw_duration	Number	30000	The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
ad_hoc_email_initiated	Number	3	A count of outbound e-mail engagements initiated by an agent within the reporting period
ad_hoc_email_sent	Number	3	A count of outbound e-mail engagements sent by an agent within the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answered	Number	3	A count of the number of engagements answered within the reporting period by agent by channel
barged	Number	3	A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_duration	Number	30000	The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
barging	Number	3	A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_duration	Number	30000	The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
channel_idle_time_duration	Number	30000	The amount of time in milliseconds an agent is available for work but is not active on an engagement by channel within the reporting period
channel_logon_duration	Number	30000	The amount of time the agent was logged in to the channel within the reporting period
coached	Number	3	A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_duration	Number	30000	The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coaching	Number	3	A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_duration	Number	30000	The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
completed	Number	3	A count of the number of engagements completed within the reporting period by agent by channel
conference_accepted_from_queue	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_accepted_from_user	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_initiated_to_queue	Number	3	A count of engagements conference initiated by the agent that was a result of a consult to queue
conference_initiated_to_user	Number	3	A count of engagements conference initiated by the agent that was a result of a consult
consult_accepted_from_queue	Number	3	A count of engagements answered by the agent on the queue that was a result of a consult
consult_accepted_from_user	Number	3	A count of engagements answered by the agent that was a result of a consult
consulted_duration	Number	30000	The duration the agent was consulted by another resource
consulting_duration	Number	30000	The duration the agent spent consulting with another resource
consult_initiated_to_queue	Number	3	A count of engagements where the agent initiated a consult to queue
consult_initiated_to_user	Number	3	A count of engagements where the agent initiated a consult with another user
forwarded	Number	3	A count of engagements forwarded by the agent within the reporting period
hold	Number	3	A count of engagements that were placed on hold within the reporting period
hold_duration	Number	30000	The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answered	Number	3	Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by agent by channel
observed	Number	3	A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_duration	Number	30000	The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observing	Number	3	A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_duration	Number	30000	The amount of time in milliseconds that a supervisor was observing within the reporting period
offered	Number	3	A count of the number of engagements directed to the agent within the reporting period, by channel
total_engagements_in_acw	Number	3	The total number of ACW sessions completed
transfer_accepted_from_queue	Number	3	A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_user	Number	3	A count of engagements answered by an agent that was a result of a transfer directly to that agent within the reporting period
transfer_initiated_to_queue	Number	3	A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_user	Number	3	A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_external_cancelled	Number	3	A count of engagements where an agent initiated an external transfer that was cancelled
transfer_to_external_failed	Number	3	A count of engagements where an agent initiated an external transfer that failed
transfer_to_external_initiated	Number	3	A count of engagements where an agent initiated an external transfer within the reporting period
transfer_to_queue_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failed	Number	3	A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failed	Number	3	A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
conference_to_external	Number	3	A count of engagements conference to an external party
consulting_external_duration	Number	30000	The duration the agent spent consulting with another external resource
consult_to_external	Number	3	A count of engagements where the agent initiated a consult with External
warm_transfer_to_external	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
warm_transfer_accepted_from_queue	Number	3	A count of engagements where a consult to queue resulted in a transfer to a user was accepted by a user
warm_transfer_accepted_from_user	Number	3	A count of engagements where a consult to user resulted in a transfer to the user was accepted by the user
warm_transfer_initiated_to_queue	Number	3	A count of engagements where a consult to queue resulted in an agent initiating a transfer to a user
warm_transfer_initiated_to_user	Number	3	A count of engagements where a consult to user resulted in an agent initiating a transfer to the user
comp_active_duration	Number	30000	The amount of time the agent spent actively working on the engagement that completed within the reporting period
comp_exclusivity_duration	Number	30000	The total amount of time the agent spent in the Exclusivity Mode (Voice Priority)
exclusivity_count	Number	3	The count of times the Exclusivity Mode (Voice Priority) was activated
exclusivity_duration	Number	30000	The total amount of time the agent spent in the Exclusivity Mode (Voice Priority)
comp_in_focus_active_count	Number	3	A count of interactions for which the active phase is completed within the current reporting interval and was in focus in a current or previous reporting interval. This measure is reported when the ACW phase starts or when the interaction is completed without an ACW phase. The metric increments when the transferred interaction is completed if the tranferred interaction gets focus at least once.
comp_in_focus_active_duration	Number	30000	The total in-focus active duration of an interaction that completed within the reporting interval. This measure is reported when the ACW phase starts or when the interaction is completed without an ACW phase. The interval includes the time an agent is active during an interaction, but excludes any voice-hold duration.
comp_in_focus_acw_count	Number	3	A count of interactions for which the active ACW phase is completed within the current reporting interval and was in focus in a current or previous reporting interval. The metric increments when the ACW phase of the interaction is completed.
comp_in_focus_acw_duration	Number	30000	The total in-focus ACW duration of an interaction that completed within the reporting interval. This measure is reported when the active phase of the ACW is completed in the interval.
transfer_initiated_to_queue_with_draft	Number	3	A count of the email engagements with draft that were transferred by the agent to queue within the reporting interval
transfer_initiated_to_user_with_draft	Number	3	A count of the email engagements with draft that were transferred by the agent to their supervisor or another agent within the reporting interval
supervisor_sk	Number	3	The unique id of the supervisor in a database
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data. This value should be specified when using the Historical API to agent dimension data
agent_login_id	String	[email protected]	The login id of the agent
agent_first_name	String	John	The first name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_type	String	Agent	The role associated with the user
attributes	String	[{"value": "English", "category": "Language"}]	List of attributes assigned to an agent
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
is_unknown	Boolean	t f	Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
redacted	Boolean	t f	Indicates that the record has been redacted as a result of a GDPR request
channel_id	String	Voice	The unique id of the channel associated with this data
channel_desc	String	The voice channel provider.	The channel description

AgentByQueue Report Headers

Header	Type	Example	Description
queue_sk	Number	3	The unique id of the queue in a database
agent_sk	Number	3	The unique id of the agent in a database
last_changed	DateTime	2022-06-20 23:31:34.649615+00	The date and time at which the agent dimension record was last altered
abandoned_from_alerting	Number	3	A count of the number of engagement that were abandoned by the customer while the engagement was alerting at the agent within the reporting period
active_duration	Number	30000	The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_count	Number	3	The number of times an agent entered After Call Work within the reporting period
acw_duration	Number	30000	The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answered	Number	3	A count of the number of engagements answered within the reporting period by agent by queue
barged	Number	3	A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_duration	Number	30000	The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
barging	Number	3	A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_duration	Number	30000	The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coached	Number	3	A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_duration	Number	30000	The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coaching	Number	3	A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_duration	Number	30000	The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
completed	Number	3	A count of the number of engagements completed within the reporting period by agent by queue
conference_accepted_from_queue	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_accepted_from_user	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_initiated_to_queue	Number	3	A count of engagements conference initiated by the agent that was a result of a consult to queue
conference_initiated_to_user	Number	3	A count of engagements conference initiated by the agent that was a result of a consult
consult_accepted_from_queue	Number	3	A count of engagements answered by the agent on the queue that was a result of a consult
consult_accepted_from_user	Number	3	A count of engagements answered by the agent that was a result of a consult
consulted_duration	Number	30000	The duration the agent was consulted by another resource
consulting_duration	Number	30000	The duration the agent spent consulting with another resource
consult_initiated_to_queue	Number	3	A count of engagements where the agent initiated a consult to queue
consult_initiated_to_user	Number	3	A count of engagements where the agent initiated a consult with another user
hold	Number	3	A count of engagements that were placed on hold within the reporting period
hold_duration	Number	30000	The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answered	Number	3	Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by agent by queue
observed	Number	3	A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_duration	Number	30000	The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observing	Number	3	A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_duration	Number	30000	The amount of time in milliseconds that a supervisor was observing within the reporting period
offered	Number	3	A count of the number of engagements directed to the agent within the reporting period, by queue
total_engagements_in_acw	Number	3	The total number of ACW sessions completed within the reporting period
transfer_accepted_from_queue	Number	3	A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_user	Number	3	A count of engagements answered by an agent that was a result of a transfer directly to that agent within the reporting period
transfer_initiated_to_queue	Number	3	A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_user	Number	3	A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_queue_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failed	Number	3	A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failed	Number	3	A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
conference_to_external	Number	3	A count of engagements conference to an external party
consulting_external_duration	Number	30000	The duration the agent spent consulting with another external resource
consult_to_external	Number	3	A count of engagements where the agent initiated a consult with External
warm_transfer_to_external	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
warm_transfer_accepted_from_queue	Number	3	A count of engagements where a consult to queue resulted in a transfer to a user was accepted by a user
warm_transfer_accepted_from_user	Number	3	A count of engagements where a consult to user resulted in a transfer to the user was accepted by the user
warm_transfer_initiated_to_queue	Number	3	A count of engagements where a consult to queue resulted in an agent initiating a transfer to a user
warm_transfer_initiated_to_user	Number	3	A count of engagements where a consult to user resulted in an agent initiating a transfer to the user
comp_active_duration	Number	30000	The amount of time the agent spent actively working on the engagement that completed within the reporting period
transfer_initiated_to_queue_with_draft	Number	3	A count of the email engagements with draft that were transferred by the agent to queue within the reporting interval
transfer_initiated_to_user_with_draft	Number	3	A count of the email engagements with draft that were transferred by the agent to their supervisor or another agent within the reporting interval
supervisor_sk	Number	3	The unique id of the supervisor in a database
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data. This value should be specified when using the Historical API to agent dimension data
agent_login_id	String	[email protected]	The login id of the agent
agent_first_name	String	John	The first name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_type	String	Agent	The role associated with the user
attributes	String	[{"value": "English", "category": "Language"}]	List of attributes assigned to an agent
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
is_unknown	Boolean	t f	Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
redacted	Boolean	t f	Indicates that the record has been redacted as a result of a GDPR request
queue_id	String	1	The unique id of the queue associated with this data
queue_name	String	Default	The name of the queue
queue_description	String	Default queue for this account	The queue description
is_default	Boolean	t f	Indicates if this queue is the default queue for the account

Queue Report Headers

Header	Type	Example	Description
queue_sk	Number	3	The unique id of the queue in a database
last_changed	DateTime	2022-06-20 20:32:57.47235+00	The date and time at which the queue dimension record was last altered
abandoned_before_threshold	Number	3	A count of engagements abandoned before the specific threshold on queue or while alerting at an agent
abandoned_from_alerting	Number	3	A count of the number of engagements that were abandoned by the customer while the engagement was alerting at the agent within the reporting period
abandoned_from_queue	Number	3	A count of the number of engagements that were abandoned by the customer while they were queueing for an agent within the reporting period
abandon_time_duration	Number	30000	The amount of time in milliseconds before the engagement was abandoned on a specific queue within the reporting period
active_duration	Number	30000	The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_count	Number	3	The number of times an agent entered After Call Work within the reporting period
acw_duration	Number	30000	The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answered	Number	3	A count of the number of engagements answered within the reporting period by queue
answered_after_threshold	Number	3	A count of engagements answered after the specific threshold for the queue
barged	Number	3	A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_duration	Number	30000	The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
barging	Number	3	A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_duration	Number	30000	The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coached	Number	3	A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_duration	Number	30000	The amount of time in milliseconds that an agent was coached on an engagement by a supervisor within the reporting period
coaching	Number	3	A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_duration	Number	30000	The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
completed	Number	3	A count of the number of engagements completed within the reporting period by queue
conference_accepted_from_queue	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_accepted_from_user	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_initiated_to_queue	Number	3	A count of engagements conference initiated by the agent that was a result of a consult to queue
conference_initiated_to_user	Number	3	A count of engagements conference initiated by the agent that was a result of a consult
consult_accepted_from_queue	Number	3	A count of engagements answered by the agent on the queue that was a result of a consult
consult_accepted_from_user	Number	3	A count of engagements answered by the agent that was a result of a consult
consulted_duration	Number	30000	The duration the agent was consulted by another resource
consulting_duration	Number	30000	The duration the agent spent consulting with another resource
consult_initiated_to_queue	Number	3	A count of engagements where the agent initiated a consult to queue
consult_initiated_to_user	Number	3	A count of engagements where the agent initiated a consult with another user
hold_duration	Number	30000	The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answered	Number	3	Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by queue
observed	Number	3	A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_duration	Number	30000	The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observing	Number	3	A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_duration	Number	30000	The amount of time in milliseconds that a supervisor was observing within the reporting period
offered	Number	3	A count of the number of engagements directed to the queue within the reporting period
offered_to_queue	Number	3	A count of the number of engagements directed to the queue within the reporting period
total_engagements_in_acw	Number	3	The total number of ACW sessions completed
transfer_accepted_from_queue	Number	3	A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_user	Number	3	A count of engagements answered by an agent that was a result of a transfer directly to that agent within the reporting period
transfer_initiated_to_queue	Number	3	A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_user	Number	3	A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_queue_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failed	Number	3	A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failed	Number	3	A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
wait_time	Number	30000	The amount of time in milliseconds the engagement was in a queued state within the reporting period
conference_to_external	Number	3	A count of engagements conference to an external party
consulting_external_duration	Number	30000	The duration the agent spent consulting with another external resource
consult_to_external	Number	3	A count of engagements where the agent initiated a consult with External
warm_transfer_to_external	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
warm_transfer_accepted_from_queue	Number	3	A count of engagements where a consult to queue resulted in a transfer to a user was accepted by a user
warm_transfer_accepted_from_user	Number	3	A count of engagements where a consult to user resulted in a transfer to the user was accepted by the user
warm_transfer_initiated_to_queue	Number	3	A count of engagements where a consult to queue resulted in an agent initiating a transfer to a user
warm_transfer_initiated_to_user	Number	3	A count of engagements where a consult to user resulted in an agent initiating a transfer to the user
comp_active_duration	Number	30000	The amount of time the agent spent actively working on the engagement that completed within the reporting period
queue_id	String	1	The unique id of the queue associated with this data
queue_name	String	Default	The name of the queue
queue_description	String	Default queue for this account	The queue description
is_default	Boolean	t f	Indicates if this queue is the default queue for the account
is_unknown	Boolean	t f	Indicates if the queue is an UNKNOWN. This means we only have the queue_id but do not have queue name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key

QueueByChannel Report Headers

QueueByChannel Report Header Fields	Type	Example	Description
channel_sk	Number	3	The unique id of the channel in a database
queue_sk	Number	3	The unique id of the queue in a database
last_changed	DateTime	2022-06-20 20:32:57.47235+00	The date and time at which the queue dimension record was last altered
abandoned_before_threshold	Number	3	A count of engagements abandoned before the specific threshold on queue or while alerting at an agent
abandoned_from_alerting	Number	3	A count of the number of engagements that were abandoned by the customer while the engagement was alerting at the agent within the reporting period
abandoned_from_queue	Number	3	A count of the number of engagements that were abandoned by the customer while they were queueing for an agent within the reporting period
abandon_time_duration	Number	30000	The amount of time in milliseconds before the engagement was abandoned on a specific queue within the reporting period
active_duration	Number	30000	The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_count	Number	3	The number of times an agent entered After Call Work within the reporting period
acw_duration	Number	30000	The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answered	Number	3	A count of the number of engagements answered within the reporting period by queue by channel
answered_after_threshold	Number	3	A count of engagements answered after the specific threshold for the queue
barged	Number	3	A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_duration	Number	30000	The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
barging	Number	3	A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_duration	Number	30000	The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coached	Number	3	A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_duration	Number	30000	The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coaching	Number	3	A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_duration	Number	30000	The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
completed	Number	3	A count of the number of engagements completed within the reporting period by agent by queue by channel
conference_accepted_from_queue	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_accepted_from_user	Number	3	A count of engagements conference accepted by the agent that was a result of a consult
conference_initiated_to_queue	Number	3	A count of engagements conference initiated by the agent that was a result of a consult to queue
conference_initiated_to_user	Number	3	A count of engagements conference initiated by the agent that was a result of a consult
consult_accepted_from_queue	Number	3	A count of engagements answered by the agent on the queue that was a result of a consult
consult_accepted_from_user	Number	3	A count of engagements answered by the agent that was a result of a consult
consulted_duration	Number	30000	The duration the agent was consulted by another resource
consulting_duration	Number	30000	The duration the agent spent consulting with another resource
consult_initiated_to_queue	Number	3	A count of engagements where the agent initiated a consult to queue
consult_initiated_to_user	Number	3	A count of engagements where the agent initiated a consult with another user
hold_duration	Number	30000	The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answered	Number	3	Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by queue by channel
observed	Number	3	A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_duration	Number	30000	The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observing	Number	3	A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_duration	Number	30000	The amount of time in milliseconds that a supervisor was observing within the reporting period
offered	Number	3	A count of the number of engagements directed to the queue within the reporting period, by channel
offered_to_queue	Number	3	A count of the number of engagements directed to the queue within the reporting period, by channel
total_engagements_in_acw	Number	3	The total number of ACW sessions completed within the reporting period
transfer_accepted_from_queue	Number	3	A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_initiated_to_queue	Number	3	A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_to_queue_cancelled	Number	3	A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failed	Number	3	A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
wait_time	Number	30000	The amount of time in milliseconds the engagement was in a queued state within the reporting period
conference_to_external	Number	3	A count of engagements conference to an external party
consulting_external_duration	Number	30000	The duration the agent spent consulting with another external resource
consult_to_external	Number	3	A count of engagements where the agent initiated a consult with External
warm_transfer_to_external	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
warm_transfer_accepted_from_queue	Number	3	A count of engagements where a consult to queue resulted in a transfer to a user was accepted by a user
warm_transfer_accepted_from_user	Number	3	A count of engagements where a consult to user resulted in a transfer to the user was accepted by the user
warm_transfer_initiated_to_queue	Number	3	A count of engagements where a consult to queue resulted in an agent initiating a transfer to a user
warm_transfer_initiated_to_user	Number	3	A count of engagements where a consult to user resulted in an agent initiating a transfer to the user
comp_active_duration	Number	30000	The amount of time the agent spent actively working on the engagement that completed within the reporting period
comp_in_focus_active_count	Number	3	A count of interactions for which the active phase is completed within the current reporting interval and was in focus in a current or previous reporting interval. This measure is reported when the ACW phase starts or when the interaction is completed without an ACW phase. The metric increments when the transferred interaction is completed if the tranferred interaction gets focus at least once.
comp_in_focus_active_duration	Number	30000	The total in-focus active duration of an interaction that completed within the reporting interval. This measure is reported when the ACW phase starts or when the interaction is completed without an ACW phase. The interval includes the time an agent is active during an interaction, but excludes any voice-hold duration.
comp_in_focus_acw_count	Number	3	A count of interactions for which the active ACW phase is completed within the current reporting interval and was in focus in a current or previous reporting interval. The metric increments when the ACW phase of the interaction is completed.
comp_in_focus_acw_duration	Number	30000	The total in-focus ACW duration of an interaction that completed within the reporting interval. This measure is reported when the active phase of the ACW is completed in the interval.
queue_id	String	1	The unique id of the queue associated with this data
queue_name	String	Default	The name of the queue
queue_description	String	Default queue for this account	The queue description
is_default	Boolean	t f	Indicates if this queue is the default queue for the account
is_unknown	Boolean	t f	Indicates if the queue is an UNKNOWN. This means we only have the queue_id but do not have the queue name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
channel_id	String	Voice	The unique id of the channel associated with this data
channel_desc	String	The voice channel provider.	The channel description

EngagementDetail Report Headers

EngagementDetail Report Header Fields	Type	Example	Description
disposition_code_sk	Number	3	The unique id of the disposition code in a database
queue_sk	Number	3	The unique id of the queue in a database
agent_sk	Number	3	The unique id of the agent in a database
etl_ticket_id	Number	3	The unique id of the record processed by ETL
last_changed	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the engagement was last altered
partition_key	Number	20220620	The id representing dialog_start_time in format YYYYMMDD that is used for partitioning in a database
redacted	Boolean	t f	Indicates if the engagement is redacted
abandoned_indicator	Boolean	t f	Indicates if the engagement was abandoned
acw_end_timestamp	DateTime	2022-06-20 16:22:00+00	The timestamp of when ACW ended in the engagement
acw_end_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when ACW ended in the engagement
acw_indicator	Boolean	t f	Indicates if the engagement was in ACW
acw_start_timestamp	DateTime	2022-05-20 16:13:00+00	The timestamp of when ACW started in the engagement
acw_start_timestamp_utc_quarter_hour_sk	Number	202206201600	The unique id representing a specific 15-minute interval when ACW started in the engagement
agent_initiated_disconnect	Boolean	t f	Indicates if the agent initiated the disconnect
answered_timestamp	DateTime	2022-06-20 16:22:00+00	The timestamp that the agent answered the engagement
answered_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when the agent answered the engagement
barge_end_timestamp	DateTime	2022-06-20 16:22:00+00	The timestamp of when the barge ended in the engagement
barge_end_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when the barge ended in the engagement
barge_indicator	Boolean	t f	Indicates if the engagement was barged into
barge_start_timestamp	DateTime	2022-06-20 16:15:00+00	The timestamp of when the barge started in the engagement
barge_start_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when the barge started in the engagement
barge_timestamp	DateTime	2021-09-09 14:15:00+00	The timestamp of when the barge started in the engagement (not active)
barge_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when the barge started in the engagement (not active)
business_accountname	String	acme-business-account	Business account name
calling_number	String	086 3596584	Phone number for receipt of the call
channel_id	String	Voice	The unique id of the channel associated with this data
channel_type	String	Voice	Description of the channel type
coach_indicator	Boolean	t f	Indicates if coaching occurred in the engagement
coach_timestamp	DateTime	2022-06-20 16:15:00+00	The timestamp of when coaching occurred in the engagement
coach_timestamp_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when coaching occurred in the engagement
conference_indicator	Boolean	t f	Indicates if the Agent initiated a consult or consult-to-queue that results in a conference
consult_accepted_from_queue_indicator	Boolean	t f	Indicates if a consult-to-queue request for the engagement was accepted by an agent
consult_accepted_from_user_indicator	Boolean	t f	Indicates if a consult-to-user request for the engagement was accepted by an agent
consult_initiated_to_queue_indicator	Boolean	t f	Indicates if the Agent initiated a consult-to-queue for the engagement that may or may not be accepted by the consulted queue
consult_initiated_to_user_indicator	Boolean	t f	Indicates if the Agent initiated a consult-to-user for the engagement that may or may not be accepted by the consulted agent
dialled_number	String	087 3496584	Phone number from call being sent
dialog_end_time	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the dialog ended
dialog_end_time_utc_quarter_hour_sk	Number	202206202045	The unique id representing a specific 15-minute interval when the dialog ended
dialog_id	String	97780bb0-9b5f-4fdf-ad1d-696f68f0581d	The unique id of the dialog for this contact detail record
dialog_start_time	DateTime	2022-06-20 20:32:15.393005+00	The date and time at which the dialog started
dialog_start_time_utc_quarter_hour_sk	Number	202206202030	The unique id representing a specific 15-minute interval when the dialog started
direction	String	INCOMING	Direction of the engagement
emergency_indicator	Boolean	t f	Indicates if the engagement was an emergency one
engagement_end_time	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the engagement ended
engagement_end_time_utc_quarter_hour_sk	Number	202206202045	The unique id representing a specific 15-minute interval when the engagement ended
engagement_id	String	8852f5df-ad50-494f-b0ce-6929b24160a	The unique ID for the engagement
engagement_source	String	whatsapp	The external system that was the source of the engagement that is being generated into AXP
engagement_start_time	DateTime	2022-06-20 16:15:00+00	The date and time at which the engagement started
engagement_start_time_utc_quarter_hour_sk	Number	202206201615	The unique id representing a specific 15-minute interval when the engagement started
external_call_indicator	Boolean	t f	Indicates if the engagement was an external call
external_participant_id	String	[email protected]	The unique id of the external customer
message_type	String	chat	Type of message
observe_indicator	Boolean	t f	Indicates if the engagement was observed
offered_attributes	String	[Language.English]	The attributes for the engagement offered to an agent
provider_id	String	858836c8-c011-48d8-8e3a-60eba09c4445	The unique identifier of the channel provider for the engagement
queued_attributes	String	[Language.English]	The attributes for the engagement while on queue
send_from	String	[email protected]	Address of the sender
send_to	String	[email protected]	Address of the recipient
subject	String	Top Agents	Subject matter of the engagement
transfer_indicator	Boolean	t f	Indicates if the engagement was transferred
conference_to_external_indicator	Boolean	t f	Indicates if the Agent initiated a consult to an external contact that resulted in the conference for the engagement
consult_to_external_indicator	Boolean	t f	Indicates the consults initiated by an agent to an external number and it accepted by the external party
consult_to_external_number	String	E1:1996da2394d9121638os56te8af46bbe231c953f	External Address the agent consulted
warm_transfer_to_external_indicator	Boolean	t f	Indicates if the Agent initiated a consult-to-external that resulted in the Transfer for the engagement
engagement_queued_time	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the engagement was first queued
warm_transfer_to_queue_indicator	Boolean	t f	Indicates if the Agent initiated a consult-to-queue that resulted in the Transfer for the engagement
warm_transfer_to_user_indicator	Boolean	t f	Indicates if the Agent initiated a consult-to-user that resulted in the Transfer for the engagement
engagement_queued_time_utc_quarter_hour_sk	Number	202206202045	The unique id representing a specific 15-minute interval when the engagement was first queued
engagement_offered_time	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the engagement was first offered
engagement_offered_time_utc_quarter_hour_sk	Number	202206202045	The unique id representing a specific 15-minute interval when the engagement was first offered
source_address	String	[email protected]	The source address is intended to represent the address from which the CCaaS engagement was created
supervisor_sk	Number	3	A count of engagements transfer initiated by the agent that was a result of a consult
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data. This value should be specified when using the Historical API to get agent dimension data
agent_login_id	String	[email protected]	The login id of the agent
agent_first_name	String	John	The first name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_type	String	Agent	The role associated with the user
attributes	String	[{"value": "English", "category": "Language"}]	List of attributes assigned to an agent
row_active_date	DateTime	2021-09-09 14:15:00+00	The date and time when this account was created and activated
row_inactive_date	DateTime	9999-12-31 00:00:00+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
is_unknown	Boolean	t f	Indicates if the engagement is unknown
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
queue_id	String	1	The unique id of the queue associated with this data
queue_name	String	Default	The name of the queue
queue_description	String	Default queue for this account	The queue description
is_default	Boolean	t f	Indicates if this queue is the default queue for the account
disposition_code_id	String	1	The unique id of the disposition code associated with this data
disposition_code_type	String	NOT_READY	The type of the reason code
disposition_code_name	String	Lunch	The number of the reason code
disposition_code_number	String	1112	Indicates if this queue is the default queue for the account
disposition_code_description	String	Code description	Indicates if this queue is the default queue for the account

AgentLoginLogout Report Headers

AgentLoginLogout Report Header Fields	Type	Example	Description
agent_sk	Number	3	The unique id of the agent in a database
agentloginlogout_sk	Number	3	The unique id of each agent login/logout in a database
etl_ticket_id	Number	3	The unique id of the record processed by ETL
login_timestamp	DateTime	2024-07-16 08:09:33.837+00	The timestamp of when agent logged in
logout_timestamp	DateTime	2024-07-16 10:05:40.292+00	The timestamp of when agent logged out
logon_duration	Number	2100000	The amount of time in milliseconds that the agent has been logged in within the reporting period
created_on	DateTime	2024-07-16 08:37:51.943336+00	The date and time at which the record about agent's login period was created
last_changed	DateTime	2024-07-16 10:06:23.290716+00	The date and time at which the agent login/logout record was last altered
supervisor_sk	Number	3	The unique id of the supervisor in a database
agent_id	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique id of the agent associated with this data. This value should be specified when using the Historical API to get agent dimension data
agent_login_id	String	[email protected]	The login id of the agent
agent_first_name	String	John	The first name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_type	String	Agent	The role associated with the user
attributes	String	[{"value": "English", "category": "Language"}]	List of attributes assigned to an agent
row_active_date	DateTime	2024-07-15 15:22:06.110416+00	The date and time when this account was created and activated
row_inactive_date	DateTime	2024-07-19 07:35:46.615958+00	The date and time when this account was de-activated
active_record	Boolean	t f	Indicates if this record is the current active record for the logical key
is_unknown	Boolean	t f	Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
entity_deleted	Boolean	t f	Indicates that the entity has been deleted from NGM
redacted	Boolean	t f	Indicates that the record has been redacted as a result of a GDPR request

Overview

Before you begin

Dimensions

Get the List of Dimension Names

Get Dimension Data

Reports and Report Data

Types of Historical Reports

Interval Filter Usage

Get the List of Report Names

Example - Get the AgentDaily report data from September 3rd 2021

Example - Get the AgentDaily report data on or after September 3rd 2021

Example - Get the AgentDaily report from September 4th 2022 or earlier

Example - Get the AgentDaily report data between September 4th 2021 and September 7th 2021

Example - Get the AgentInterval report data for all agents whose IDs start with 'ecd42fec' and for data between 10am and 11am on September 3rd 2021

Example - Using Token Pagination for iterating over AgentByChannelInterval report data by 2 records per page

Data Types

Dimension Headers

Agent Dimension Headers

Queue Dimension Headers

Report Headers for v1

Interval Report Headers

Daily Report Headers

Agent Report Headers

AgentByChannel Report Headers

AgentByQueue Report Headers

Queue Report Headers

QueueByChannel Report Headers

EngagementDetail Report Headers

AgentLoginLogout Report Headers

Report Headers for v2

Interval Report Headers

Daily Report Headers

Agent Report Headers

AgentByChannel Report Headers

AgentByQueue Report Headers

Queue Report Headers

QueueByChannel Report Headers

EngagementDetail Report Headers

AgentLoginLogout Report Headers

Example - Get the AgentDaily report data from September 3^rd 2021

Example - Get the AgentDaily report data on or after September 3^rd 2021

Example - Get the AgentDaily report from September 4^th 2022 or earlier

Example - Get the AgentDaily report data between September 4^th 2021 and September 7^th 2021

Example - Get the AgentInterval report data for all agents whose IDs start with 'ecd42fec' and for data between 10am and 11am on September 3^rd 2021