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 3rd 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 3rd 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 4th 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 4th 2021 and September 7th 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 3rd 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",
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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 |
| 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 |
| Indicates if this record is the current active record for the logical key |
is_unknown | Boolean |
| 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 |
| 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 |
| 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 |
| Indicates if this queue is the default queue for the account |
is_unknown | Boolean |
| 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 |
| 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 |
| 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 |
| Indicates if this record is the current active record for the logical key |
is_unknown | Boolean |
| 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 |
| Indicates that the entity has been deleted from NGM |
redacted | Boolean |
| 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 |
| Indicates if this record is the current active record for the logical key |
is_unknown | Boolean |
| 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 |
| Indicates that the entity has been deleted from NGM |
redacted | Boolean |
| 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 |
| Indicates if this record is the current active record for the logical key |
is_unknown | Boolean |
| 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 |
| Indicates that the entity has been deleted from NGM |
redacted | Boolean |
| 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 |
| 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 |
| Indicates if this queue is the default queue for the account |
is_unknown | Boolean |
| 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 |
| 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 |
| 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 |
| Indicates if this queue is the default queue for the account |
is_unknown | Boolean |
| 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 |
| 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 |
| 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 |
| Indicates if the engagement is redacted |
abandoned_indicator | Boolean |
| 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_ | Number | 202206201615 | The unique id representing a specific 15-minute interval when ACW ended in the engagement |
acw_indicator | Boolean |
| 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_ | Number | 202206201600 | The unique id representing a specific 15-minute interval when ACW started in the engagement |
agent_initiated_disconnect | Boolean |
| 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_ | 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_ | Number | 202206201615 | The unique id representing a specific 15-minute interval when the barge ended in the engagement |
barge_indicator | Boolean |
| 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_ | 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_ | 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 |
| 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_ | Number | 202206201615 | The unique id representing a specific 15-minute interval when coaching occurred in the engagement |
conference_indicator | Boolean |
| Indicates if the Agent initiated a consult or consult-to-queue that results in a conference |
conference_to_external_ | Boolean |
| Indicates if the Agent initiated a consult to an external contact that resulted in the conference for the engagement |
consult_accepted_from_queue_ | Boolean |
| Indicates if a consult-to-queue request for the engagement was accepted by an agent |
consult_accepted_from_user_ | Boolean |
| Indicates if a consult-to-user request for the engagement was accepted by an agent |
consult_initiated_to_queue_ | Boolean |
| 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_ | Boolean |
| 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 |
| Indicates the consults initiated by an agent to an external number and it accepted by the external party |
consult_to_external_number | String | E1:1996da2394d9121638o | 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_ | 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_ | 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 |
| 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_ | 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_ | 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_ | Number | 202206202045 | The unique id representing a specific 15-minute interval when the engagement was first queued |
engagement_source | String | 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_ | Number | 202206201615 | The unique id representing a specific 15-minute interval when the engagement started |
external_call_indicator | Boolean |
| 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 |
| 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 |
| Indicates if the engagement was transferred |
warm_transfer_to_external_ | Boolean |
| Indicates if the Agent initiated a consult-to-external that resulted in the Transfer for the engagement |
warm_transfer_to_queue_ | Boolean |
| Indicates if the Agent initiated a consult-to-queue that resulted in the Transfer for the engagement |
warm_transfer_to_user_ | Boolean |
| 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 |
| Indicates if this record is the current active record for the logical key |
is_unknown | Boolean |
| Indicates if the engagement is unknown |
entity_deleted | Boolean |
| 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 |
| 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 |
| Indicates if this record is the current active record for the logical key |
is_unknown | Boolean |
| 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 |
| Indicates that the entity has been deleted from NGM |
redacted | Boolean |
| 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 |
| Indicates if this record is the current active record for the logical key |
is_unknown | Boolean |
| 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 |
| Indicates that the entity has been deleted from NGM |
redacted | Boolean |
| 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 |
| Indicates if this record is the current active record for the logical key |
is_unknown | Boolean |
| 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 |
| Indicates that the entity has been deleted from NGM |
redacted | Boolean |
| 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 |
| 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 |
| Indicates if this queue is the default queue for the account |
is_unknown | Boolean |
| 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 |
| 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 |
| 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 |
| Indicates if this queue is the default queue for the account |
is_unknown | Boolean |
| 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 |
| 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 |
| 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 |
| Indicates if the engagement is redacted |
abandoned_indicator | Boolean |
| 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_ | Number | 202206201615 | The unique id representing a specific 15-minute interval when ACW ended in the engagement |
acw_indicator | Boolean |
| 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_ | Number | 202206201600 | The unique id representing a specific 15-minute interval when ACW started in the engagement |
agent_initiated_disconnect | Boolean |
| 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_ | 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_ | Number | 202206201615 | The unique id representing a specific 15-minute interval when the barge ended in the engagement |
barge_indicator | Boolean |
| 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_ | 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_ | 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 |
| 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_ | Number | 202206201615 | The unique id representing a specific 15-minute interval when coaching occurred in the engagement |
conference_indicator | Boolean |
| Indicates if the Agent initiated a consult or consult-to-queue that results in a conference |
consult_accepted_from_queue_ | Boolean |
| Indicates if a consult-to-queue request for the engagement was accepted by an agent |
consult_accepted_from_user_ | Boolean |
| Indicates if a consult-to-user request for the engagement was accepted by an agent |
consult_initiated_to_queue_ | Boolean |
| 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_ | Boolean |
| 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_ | 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_ | 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 |
| 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_ | 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 | 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_ | Number | 202206201615 | The unique id representing a specific 15-minute interval when the engagement started |
external_call_indicator | Boolean |
| 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 |
| 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 |
| Indicates if the engagement was transferred |
conference_to_external_ | Boolean |
| Indicates if the Agent initiated a consult to an external contact that resulted in the conference for the engagement |
consult_to_external_indicator | Boolean |
| Indicates the consults initiated by an agent to an external number and it accepted by the external party |
consult_to_external_number | String | E1:1996da2394d9121638o | External Address the agent consulted |
warm_transfer_to_external_ | Boolean |
| 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_ | Boolean |
| Indicates if the Agent initiated a consult-to-queue that resulted in the Transfer for the engagement |
warm_transfer_to_user_ | Boolean |
| Indicates if the Agent initiated a consult-to-user that resulted in the Transfer for the engagement |
engagement_queued_time_ | 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_ | 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 |
| Indicates if this record is the current active record for the logical key |
is_unknown | Boolean |
| Indicates if the engagement is unknown |
entity_deleted | Boolean |
| 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 |
| 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 |
| Indicates if this record is the current active record for the logical key |
is_unknown | Boolean |
| 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 |
| Indicates that the entity has been deleted from NGM |
redacted | Boolean |
| Indicates that the record has been redacted as a result of a GDPR request |
Updated 2 months ago