Historical Data

Overview

The Historical Data API provides access to Analytics historical reporting data via a REST API interface.

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

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

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:

Interval reports
- For daily reports interval datetime means day and requires YYYYMMDD format.
Daily reports
- For interval reports interval datetime means beginning of 15 minutes interval and requires YYYYMMDDHHmm format.

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:YYYYMMDD15:00
If you want to retrieve data from 15:00 - 23:59 then you need to specify the following: starting:YYYYMMDD1500;ending:YYYYMMDD23:45

Get the List of Report Names

GET /reports:getNames

/v1/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

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

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

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

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

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

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

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"
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  "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_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 Supervisor	Distinguish between agent or supervisor
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
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_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
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
redacted	Boolean	t f	Indicates that the record has been redacted as a result of a GDPR request

Report Headers

Agent Report Headers

Header	Type	Example	Description
interval_start_timestamp	DateTime	2022-06-20 16:15:00+00	The UTC timestamp of the beginning of the interval
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
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
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
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
external_voice_calls	Number	3	A count of external voice calls made by the agent within the reporting period
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 Supervisor	Distinguish between agent or supervisor
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
last_changed	DateTime	2022-06-20 16:31:33.563795+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

AgentByChannel Report Headers

Header	Type	Example	Description
interval_start_timestamp	DateTime	2022-06-20 16:15:00+00	The UTC timestamp of the beginning of the interval
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
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
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
channel_logon_duration	Number	30000	The amount of time the agent was logged in to the channel within the reporting period
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 Supervisor	Distinguish between agent or supervisor
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
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
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
interval_start_timestamp	DateTime	2022-06-20 16:15:00+00	The UTC timestamp of the beginning of the interval
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
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
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
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
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 Supervisor	Distinguish between agent or supervisor
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
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_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
last_changed	DateTime	2022-06-20 20:32:57.47235+00	The date and time at which the queue dimension record was last altered

Queue Report Headers

Header	Type	Example	Description
interval_start_timestamp	DateTime	2022-06-20 16:15:00+00	The UTC timestamp of the beginning of the interval
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
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
answered	Number	3	A count of the number of engagements answered within the reporting period 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 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
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
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
abandon_time_duration	Number	30000	The amount of time in milliseconds before the engagement was abandoned on a specific queue within the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
offered_to_queue	Number	3	A count of the number of engagements directed to the queue 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
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
last_changed	DateTime	2022-06-20 20:32:57.47235+00	The date and time at which the queue dimension record was last altered

QueueByChannel Report Headers

QueueByChannel Report Header Fields	Type	Example	Description
interval_start_timestamp	DateTime	2022-06-20 16:15:00+00	The UTC timestamp of the beginning of the interval
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
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
answered	Number	3	A count of the number of engagements answered within the reporting period by queue 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
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
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
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
abandon_time_duration	Number	30000	The amount of time in milliseconds before the engagement was abandoned on a specific queue within the reporting period
alert_duration	Number	30000	The amount of time in milliseconds the agent had an engagement alerting within the reporting period
offered_to_queue	Number	3	A count of the number of engagements directed to the queue within the reporting period, by channel
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
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
last_changed	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the channel dimension record was last altered

EngagementDetail Report Headers

EngagementDetail Report Header Fields	Type	Example	Description
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
agent_type	String	Agent Supervisor	Distinguishes between an agent or supervisor
agent_user_handle	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The user handle of the agent
agent_display_name	String	John, Smith	The display name of the agent
agent_last_name	String	Smith	The last name of the agent
agent_first_name	String	John	The first name of the agent
agent_login_id	String	[email protected]	The login id of the agent
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
emergency_indicator	Boolean	t f	Indicates if the engagement was an emergency one
dialled_number	String	087 3496584	Phone number from call being sent
calling_number	String	086 3596584	Phone number for receipt of the call
answered_timestamp	DateTime	2022-06-20 16:15:00+00	A count of the number of times a supervisor coached an agent on the engagement within the reporting period
acw_start_timestamp	DateTime	2022-05-20 16:13:00+00	The timestamp of when ACW started in the engagement
acw_indicator	Boolean	t f	Indicates if the engagement was in ACW
acw_end_timestamp	DateTime	2022-06-20 16:15:00+00	The timestamp of when ACW ended in the engagement
barge_start_timestamp	DateTime	2022-06-20 16:15:00+00	The timestamp of when the barge started in the engagement
barge_indicator	Boolean	t f	Indicates if the engagement was barged into
barge_end_timestamp	DateTime	2022-06-20 16:15:00+00	The timestamp of when the barge ended in the engagement
transfer_indicator	Boolean	t f	Indicates if the engagement was transferred
subject	String	Top Agents	Subject matter of the engagement
send_to	String	[email protected]	Address of the recipient
send_from	String	[email protected]	Address of the sender
observe_indicator	Boolean	t f	Indicates if the engagement was observed
message_type	String	chat	Type of message
external_participant_id	String	[email protected]	The unique id of the external customer
external_call_indicator	Boolean	t f	Indicates if the engagement was an external call
engagement_start_time	DateTime	2022-06-20 16:15:00+00	The date and time at which the engagement started
engagement_id	String	8852f5df-ad50-494f-b0ce-6929b24160a	The unique ID for the engagement
engagement_end_time	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the engagement ended
direction	String	INCOMING	Direction of the engagement
dialog_id	String	97780bb0-9b5f-4fdf-ad1d-696f68f0581d	The unique id of the dialog for this contact detail record
dialog_end_time	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the dialog ended
coach_timestamp	DateTime	2022-06-20 16:15:00+00	The timestamp of when coaching occurred in the engagement
coach_indicator	Boolean	t f	Indicates if coaching occurred in the engagement
channel_type	String	Voice	Description of the channel type
channel_id	String	Voice	The unique id of the channel associated with this data
business_accountname	String	acme-business-account	Business account name
agent_initiated_disconnect	Boolean	t f	Indicates if the agent initiated the disconnect
abandoned_indicator	Boolean	t f	Indicates if the engagement was abandoned
redacted	Boolean	t f	Indicates if the engagement is redacted
last_changed	DateTime	2022-06-20 20:47:42.393005+00	The date and time at which the engagement was last altered
is_unknown	Boolean	t f	Indicates if the engagement is unknown

AgentLoginLogout Report Headers

AgentLoginLogout Report Header Fields	Type	Example	Description
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

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

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