Historical Reports API

Overview

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

Before you begin

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

Dimensions

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

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

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

Get the List of Dimension Names

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

GET /dimensions:getNames

/v1beta/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}

/v1beta/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.

IntervalDescription
hh:00This 15 minute interval starts at the top of the hour and stops at 15 minutes past the hour
hh:15This 15 minute interval starts at quarter past the hour and stops at 30 minutes past the hour
hh:30This 15 minute interval starts at half past the hour and stops at quarter to the hour
hh:45This 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 NameDescription
AgentIntervalThis report represents historical data at the Agent level for each 15 minute interval
AgentDailyThis report represents historical data at the Agent level for each day
QueueIntervalThis report represents historical data at the Queue level for each 15 minute interval
QueueDailyThis report represents historical data at the Queue level for each day
QueueByChannelIntervalThis report represents historical data at the Queue level for each Channel and for each 15 minute interval
QueueByChannelDailyThis report represents historical data at the Queue level for each Channel and for each day
AgentByChannelIntervalThis report represents historical data at the Agent level for each Channel and for each 15 minute interval
AgentByChannelDailyThis report represents historical data at the Agent level for each Channel and for each day
AgentByQueueIntervalThis report represents historical data at the Agent level for each Queue and for each 15 minute interval
AgentByQueueDailyThis report represents historical data at the Agent level for each Queue and for each day
EngagementDetailThis report represents historical data at the Engagement Level for each 15 minute interval
AgentLoginLogoutThis report represents historical data at Agent level for each agent login/logout

Interval Filter Usage

The following reports types are available:

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

Note, The minute ('mm') portion can be 00, 15, 30 or 45. The API will return an error if neither of these values are specified

  • If you specify a datetime of YYYYMMDD1001 an error will be returned. The correct value should be YYYYMMDD1000 which indicates data will be retrieved for the interval 10:00 - 10:15
  • If you specify a datetime of YYYYMMDD1014 an error will be returned. The correct value should be YYYYMMDD1015 which indicates data will be retrieved for the interval 10:15 - 10:30
  • If you want to retrieve data from 00:00 - 14:59 then you need to specify the following: starting:YYYYMMDD0000;ending:YYYYMMDD15:00
  • If you want to retrieve data from 15:00 - 23:59 then you need to specify the following: starting:YYYYMMDD1500;ending:YYYYMMDD23:45

Get the List of Report Names

GET /reports:getNames

/v1beta/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}

/v1beta/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}

/v1beta/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}

/v1beta/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}

/v1beta/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}

/v1beta/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}

/v1beta/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

/v1beta/accounts/{accountId}/reports/AgentByChannelInterval?pageSize=2&nextPageToken=123e4567-e89b-12d3-a456-556642440000

HTTP 200 OK

Expand for sample response ...

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

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

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




Data Types

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

TypeHeader TypeExampleDescription
Numbernumber5374Integer number.
Booleanboolean
  • t
  • f
String encoded boolean value where "t" represents "True" and "f" represents "False"
StringstringJohn, SmithUnicode string.
DateTimestring2021-09-09 14:15:00+00UTC date-time formatted string.

Dimension Headers

Agent Dimension Headers

HeaderTypeExampleDescription
agent_idString68374d8c-fbd4-44be-9712-b4ed6f38e757The unique id of the agent associated with this data
agent_login_idString[email protected]The login id of the agent
agent_first_nameStringJohnThe first name of the agent
agent_last_nameStringSmithThe last name of the agent
agent_display_nameStringJohn, SmithThe display name of the agent
agent_user_handleString68374d8c-fbd4-44be-9712-b4ed6f38e757The user handle of the agent
agent_typeString
  • Agent
  • Supervisor
Distinguish between agent or supervisor
row_active_dateDateTime2021-09-09 14:15:00+00The date and time when this account was created and activated
row_inactive_dateDateTime9999-12-31 00:00:00+00The date and time when this account was de-activated
active_recordBoolean
  • t
  • f
Indicates if this record is the current active record for the logical key
is_unknownBoolean
  • t
  • f
Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
last_changedDateTime2022-06-20 23:31:34.649615+00The date and time at which the agent dimension record was last altered
redactedBoolean
  • t
  • f
Indicates that the record has been redacted as a result of a GDPR request

Queue Dimension Headers

HeaderTypeExampleDescription
queue_idStringa8bcdae8-21e1-45cc-81a1-6328c1041d31The unique id of the queue associated with this data
queue_nameStringDefaultThe name of the queue
queue_descriptionStringDefault queue for this accountThe description of the queue
is_defaultBoolean
  • t
  • f
Indicates if this queue is the default queue for the account
is_unknownBoolean
  • t
  • f
Indicates if the queue is an UNKNOWN. This means we only have the queue_id but do not have the queue name or other dimension properties
row_active_dateDateTime2022-06-20 20:32:45.129+00The date and time when this account was created and activated
row_inactive_dateDateTime9999-12-31 00:00:00+00The date and time when this account was de-activated
active_recordBoolean
  • t
  • f
Indicates if this record is the current active record for the logical key
last_changedDateTime2022-06-20 20:32:57.47235+00The date and time at which the queue dimension record was last altered
redactedBoolean
  • t
  • f
Indicates that the record has been redacted as a result of a GDPR request



Report Headers

Agent Report Headers

HeaderTypeExampleDescription
interval_start_timestampDateTime2022-06-20 16:15:00+00The UTC timestamp of the beginning of the interval
abandoned_from_alertingNumber3A 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_durationNumber918000The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_countNumber3The number of times an agent entered After Call Work within the reporting period
acw_durationNumber390000The 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_initiatedNumber3A count of outbound e-mail engagements initiated by an agent within the reporting period
ad_hoc_email_sentNumber3A count of outbound e-mail engagements sent by an agent within the reporting period
agent_logon_durationNumber2100000The amount of time in milliseconds that the agent has been logged in within the reporting period
alert_durationNumber30000The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answeredNumber3A count of the number of engagements answered within the reporting period by agent
bargedNumber3A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_durationNumber30000The amount of time in milliseconds that an agent was barged out of an engagement by a supervisor within the reporting period
bargingNumber3A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_durationNumber30000The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coachedNumber3A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_durationNumber30000The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coachingNumber3A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_durationNumber30000The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
completedNumber3A count of the number of engagements completed within the reporting period by agent
forwardedNumber3A count of engagements forwarded by the agent within the reporting period
holdNumber3A count of engagements that were placed on hold within the reporting period
hold_durationNumber30000The 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_durationNumber30000The amount of time in milliseconds an agent is not active on an engagement but available for work within the reporting period
not_answeredNumber3Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period
observedNumber3A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_durationNumber30000The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observingNumber3A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_durationNumber30000The amount of time in milliseconds that a supervisor was observing within the reporting period
offeredNumber3A count of the number of engagements directed to the agent within the reporting period
total_engagements_in_acwNumber3The total number of ACW sessions completed within the reporting period
total_time_not_readyNumber30000The amount of time in milliseconds that the agent has been in a Not Ready state within the reporting period
transfer_accepted_from_queueNumber3A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_userNumber3A 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_queueNumber3A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_userNumber3A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_external_cancelledNumber3A count of engagements where an agent initiated an external transfer that was cancelled within the reporting period
transfer_to_external_failedNumber3A count of engagements where an agent initiated an external transfer that failed within the reporting period
transfer_to_external_initiatedNumber3A count of engagements where an agent initiated an external transfer within the reporting period
transfer_to_queue_cancelledNumber3A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failedNumber3A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelledNumber3A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failedNumber3A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
agent_nr_reason_code_durationNumber30000The amount of time in milliseconds an agent was in a Not Ready state while using a reason code during the reporting period
external_voice_callsNumber3A count of external voice calls made by the agent within the reporting period
agent_idString68374d8c-fbd4-44be-9712-b4ed6f38e757The 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_idString[email protected]The login id of the agent
agent_first_nameStringJohnThe first name of the agent
agent_last_nameStringSmithThe last name of the agent
agent_display_nameStringJohn, SmithThe display name of the agent
agent_user_handleString68374d8c-fbd4-44be-9712-b4ed6f38e757The user handle of the agent
agent_typeString
  • Agent
  • Supervisor
Distinguish between agent or supervisor
row_active_dateDateTime2021-09-09 14:15:00+00The date and time when this account was created and activated
row_inactive_dateDateTime9999-12-31 00:00:00+00The date and time when this account was de-activated
active_recordBoolean
  • t
  • f
Indicates if this record is the current active record for the logical key
is_unknownBoolean
  • t
  • f
Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
last_changedDateTime2022-06-20 16:31:33.563795+00The date and time at which the agent dimension record was last altered
redactedBoolean
  • t
  • f
Indicates that the record has been redacted as a result of a GDPR request

AgentByChannel Report Headers

HeaderTypeExampleDescription
interval_start_timestampDateTime2022-06-20 16:15:00+00The UTC timestamp of the beginning of the interval
abandoned_from_alertingNumber3A 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_durationNumber30000The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_countNumber3A count of the number of times an agent entered After Call Work within the reporting period
acw_durationNumber30000The 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_initiatedNumber3A count of outbound e-mail engagements initiated by an agent within the reporting period
ad_hoc_email_sentNumber3A count of outbound e-mail engagements sent by an agent within the reporting period
alert_durationNumber30000The amount of time in milliseconds the agent had an engagement alerting within the reporting period
answeredNumber3A count of the number of engagements answered within the reporting period by agent by channel
bargedNumber3A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_durationNumber30000The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
bargingNumber3A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_durationNumber30000The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
channel_idle_time_durationNumber30000The amount of time in milliseconds an agent is available for work but is not active on an engagement by channel within the reporting period
coachedNumber3A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_durationNumber30000The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coachingNumber3A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_durationNumber30000The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
completedNumber3A count of the number of engagements completed within the reporting period by agent by channel
forwardedNumber3A count of engagements forwarded by the agent within the reporting period
holdNumber3A count of engagements that were placed on hold within the reporting period
hold_durationNumber30000The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answeredNumber3Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by agent by channel
observedNumber3A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_durationNumber30000The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observingNumber3A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_durationNumber30000The amount of time in milliseconds that a supervisor was observing within the reporting period
offeredNumber3A count of the number of engagements directed to the agent within the reporting period, by channel
total_engagements_in_acwNumber3The total number of ACW sessions completed
transfer_accepted_from_queueNumber3A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_userNumber3A 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_queueNumber3A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_userNumber3A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_external_cancelledNumber3A count of engagements where an agent initiated an external transfer that was cancelled
transfer_to_external_failedNumber3A count of engagements where an agent initiated an external transfer that failed
transfer_to_external_initiatedNumber3A count of engagements where an agent initiated an external transfer within the reporting period
transfer_to_queue_cancelledNumber3A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failedNumber3A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelledNumber3A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failedNumber3A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
channel_logon_durationNumber30000The amount of time the agent was logged in to the channel within the reporting period
agent_idString68374d8c-fbd4-44be-9712-b4ed6f38e757The 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_idString[email protected]The login id of the agent
agent_first_nameStringJohnThe first name of the agent
agent_last_nameStringSmithThe last name of the agent
agent_display_nameStringJohn, SmithThe display name of the agent
agent_user_handleString68374d8c-fbd4-44be-9712-b4ed6f38e757The user handle of the agent
agent_typeString
  • Agent
  • Supervisor
Distinguish between agent or supervisor
row_active_dateDateTime2021-09-09 14:15:00+00The date and time when this account was created and activated
row_inactive_dateDateTime9999-12-31 00:00:00+00The date and time when this account was de-activated
active_recordBoolean
  • t
  • f
Indicates if this record is the current active record for the logical key
is_unknownBoolean
  • t
  • f
Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
last_changedDateTime2022-06-20 23:31:34.649615+00The date and time at which the agent dimension record was last altered
redactedBoolean
  • t
  • f
Indicates that the record has been redacted as a result of a GDPR request
channel_idStringVoiceThe unique id of the channel associated with this data
channel_descStringThe voice channel provider.The channel description

AgentByQueue Report Headers

HeaderTypeExampleDescription
interval_start_timestampDateTime2022-06-20 16:15:00+00The UTC timestamp of the beginning of the interval
abandoned_from_alertingNumber3A 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_durationNumber30000The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_countNumber3The number of times an agent entered After Call Work within the reporting period
acw_durationNumber30000The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
answeredNumber3A count of the number of engagements answered within the reporting period by agent by queue
bargedNumber3A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_durationNumber30000The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
bargingNumber3A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_durationNumber30000The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coachedNumber3A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_durationNumber30000The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coachingNumber3A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_durationNumber30000The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
completedNumber3A count of the number of engagements completed within the reporting period by agent by queue
holdNumber3A count of engagements that were placed on hold within the reporting period
hold_durationNumber30000The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answeredNumber3Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by agent by queue
observedNumber3A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_durationNumber30000The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observingNumber3A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_durationNumber30000The amount of time in milliseconds that a supervisor was observing within the reporting period
offeredNumber3A count of the number of engagements directed to the agent within the reporting period, by queue
total_engagements_in_acwNumber3The total number of ACW sessions completed within the reporting period
transfer_accepted_from_queueNumber3A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_userNumber3A 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_queueNumber3A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_userNumber3A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_queue_cancelledNumber3A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failedNumber3A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelledNumber3A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failedNumber3A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
alert_durationNumber30000The amount of time in milliseconds the agent had an engagement alerting within the reporting period
agent_idString68374d8c-fbd4-44be-9712-b4ed6f38e757The 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_idString[email protected]The login id of the agent
agent_first_nameStringJohnThe first name of the agent
agent_last_nameStringSmithThe last name of the agent
agent_display_nameStringJohn, SmithThe display name of the agent
agent_user_handleString68374d8c-fbd4-44be-9712-b4ed6f38e757The user handle of the agent
agent_typeString
  • Agent
  • Supervisor
Distinguish between agent or supervisor
row_active_dateDateTime2021-09-09 14:15:00+00The date and time when this account was created and activated
row_inactive_dateDateTime9999-12-31 00:00:00+00The date and time when this account was de-activated
active_recordBoolean
  • t
  • f
Indicates if this record is the current active record for the logical key
is_unknownBoolean
  • t
  • f
Indicates if the user is an UNKNOWN. This means we only have the agent_id but do not have agent name or other dimension properties
last_changedDateTime2022-06-20 23:31:34.649615+00The date and time at which the agent dimension record was last altered
redactedBoolean
  • t
  • f
Indicates that the record has been redacted as a result of a GDPR request
queue_idString1The unique id of the queue associated with this data
queue_nameStringDefaultThe name of the queue
queue_descriptionStringDefault queue for this accountThe queue description
is_defaultBoolean
  • t
  • f
Indicates if this queue is the default queue for the account
is_unknownBoolean
  • t
  • f
Indicates if the queue is an UNKNOWN. This means we only have the queue_id but do not have the queue name or other dimension properties
last_changedDateTime2022-06-20 20:32:57.47235+00The date and time at which the queue dimension record was last altered

Queue Report Headers

HeaderTypeExampleDescription
interval_start_timestampDateTime2022-06-20 16:15:00+00The UTC timestamp of the beginning of the interval
abandoned_from_alertingNumber3A 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_queueNumber3A count of the number of engagements that were abandoned by the customer while they were queueing for an agent within the reporting period
active_durationNumber30000The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_countNumber3The number of times an agent entered After Call Work within the reporting period
acw_durationNumber30000The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
answeredNumber3A count of the number of engagements answered within the reporting period by queue
bargedNumber3A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_durationNumber30000The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
bargingNumber3A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_durationNumber30000The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coachedNumber3A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_durationNumber30000The amount of time in milliseconds that an agent was coached on an engagement by a supervisor within the reporting period
coachingNumber3A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_durationNumber30000The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
completedNumber3A count of the number of engagements completed within the reporting period by queue
hold_durationNumber30000The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answeredNumber3Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by queue
observedNumber3A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_durationNumber30000The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observingNumber3A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_durationNumber30000The amount of time in milliseconds that a supervisor was observing within the reporting period
offeredNumber3A count of the number of engagements directed to the queue within the reporting period
total_engagements_in_acwNumber3The total number of ACW sessions completed
transfer_accepted_from_queueNumber3A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_accepted_from_userNumber3A 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_queueNumber3A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_initiated_to_userNumber3A count of engagements where an agent initiated a transfer to another user within the reporting period
transfer_to_queue_cancelledNumber3A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failedNumber3A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
transfer_to_user_cancelledNumber3A count of engagements where an agent initiated a transfer to a user that was cancelled within the reporting period
transfer_to_user_failedNumber3A count of engagements where an agent initiated a transfer to a user that failed within the reporting period
wait_timeNumber30000The amount of time in milliseconds the engagement was in a queued state within the reporting period
abandon_time_durationNumber30000The amount of time in milliseconds before the engagement was abandoned on a specific queue within the reporting period
alert_durationNumber30000The amount of time in milliseconds the agent had an engagement alerting within the reporting period
offered_to_queueNumber3A count of the number of engagements directed to the queue within the reporting period
queue_idString1The unique id of the queue associated with this data
queue_nameStringDefaultThe name of the queue
queue_descriptionStringDefault queue for this accountThe queue description
is_defaultBoolean
  • t
  • f
Indicates if this queue is the default queue for the account
is_unknownBoolean
  • t
  • f
Indicates if the queue is an UNKNOWN. This means we only have the queue_id but do not have queue name or other dimension properties
row_active_dateDateTime2021-09-09 14:15:00+00The date and time when this account was created and activated
row_inactive_dateDateTime9999-12-31 00:00:00+00The date and time when this account was de-activated
active_recordBoolean
  • t
  • f
Indicates if this record is the current active record for the logical key
last_changedDateTime2022-06-20 20:32:57.47235+00The date and time at which the queue dimension record was last altered

QueueByChannel Report Headers

QueueByChannel Report Header FieldsTypeExampleDescription
interval_start_timestampDateTime2022-06-20 16:15:00+00The UTC timestamp of the beginning of the interval
abandoned_from_alertingNumber3A 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_queueNumber3A count of the number of engagements that were abandoned by the customer while they were queueing for an agent within the reporting period
active_durationNumber30000The amount of time in milliseconds an agent spent working answered engagements simultaneously within the reporting period
acw_countNumber3The number of times an agent entered After Call Work within the reporting period
acw_durationNumber30000The amount of time in milliseconds that the agent was in an After Call Work following the completion of a engagement within the reporting period
answeredNumber3A count of the number of engagements answered within the reporting period by queue by channel
bargedNumber3A count of the number of times an agent was barged out of an engagement by a supervisor within the reporting period
barged_durationNumber30000The amount of time in milliseconds that an agent was barged out of an engagement within the reporting period
bargingNumber3A count of the number of times a supervisor barged in on an agent on an engagement within the reporting period
barging_durationNumber30000The amount of time in milliseconds that a supervisor barged in on an engagement within the reporting period
coachedNumber3A count of the number of times an agent was coached on an engagement by a supervisor within the reporting period
coached_durationNumber30000The amount of time in milliseconds that an agent was coached by a supervisor within the reporting period
coachingNumber3A count of the number of times a supervisor coached an agent on an engagement within the reporting period
coaching_durationNumber30000The amount of time in milliseconds that a supervisor was coaching an agent within the reporting period
completedNumber3A count of the number of engagements completed within the reporting period by agent by queue by channel
hold_durationNumber30000The amount of time in milliseconds between when a call is held to when the call is unheld or disconnected during the reporting period
not_answeredNumber3Not answered, also known as RONA, is a count of offered engagements that were not answered within the reporting period by queue by channel
observedNumber3A count of the number of times an agent was observed on an engagement by a supervisor within the reporting period
observed_durationNumber30000The amount of time in milliseconds that an agent was observed by a supervisor within the reporting period
observingNumber3A count of the number of times a supervisor was observing an agent on an engagement within the reporting period
observing_durationNumber30000The amount of time in milliseconds that a supervisor was observing within the reporting period
offeredNumber3A count of the number of engagements directed to the queue within the reporting period, by channel
total_engagements_in_acwNumber3The total number of ACW sessions completed within the reporting period
transfer_accepted_from_queueNumber3A count of engagements answered by an agent that was a result of a transfer to a queue within the reporting period
transfer_initiated_to_queueNumber3A count of engagements where an agent initiated a transfer to a queue within the reporting period
transfer_to_queue_cancelledNumber3A count of engagements where an agent initiated a transfer to a queue that was cancelled within the reporting period
transfer_to_queue_failedNumber3A count of engagements where an agent initiated a transfer to a queue that failed within the reporting period
wait_timeNumber30000The amount of time in milliseconds the engagement was in a queued state within the reporting period
abandon_time_durationNumber30000The amount of time in milliseconds before the engagement was abandoned on a specific queue within the reporting period
alert_durationNumber30000The amount of time in milliseconds the agent had an engagement alerting within the reporting period
offered_to_queueNumber3A count of the number of engagements directed to the queue within the reporting period, by channel
queue_idString1The unique id of the queue associated with this data
queue_nameStringDefaultThe name of the queue
queue_descriptionStringDefault queue for this accountThe queue description
is_defaultBoolean
  • t
  • f
Indicates if this queue is the default queue for the account
is_unknownBoolean
  • t
  • f
Indicates if the queue is an UNKNOWN. This means we only have the queue_id but do not have the queue name or other dimension properties
row_active_dateDateTime2021-09-09 14:15:00+00The date and time when this account was created and activated
row_inactive_dateDateTime9999-12-31 00:00:00+00The date and time when this account was de-activated
active_recordBoolean
  • t
  • f
Indicates if this record is the current active record for the logical key
channel_idStringVoiceThe unique id of the channel associated with this data
channel_descStringThe voice channel provider.The channel description
last_changedDateTime2022-06-20 20:47:42.393005+00The date and time at which the channel dimension record was last altered

EngagementDetail Report Headers

EngagementDetail Report Header FieldsTypeExampleDescription
row_active_dateDateTime2021-09-09 14:15:00+00The date and time when this account was created and activated
row_inactive_dateDateTime9999-12-31 00:00:00+00The date and time when this account was de-activated
active_recordBoolean
  • t
  • f
Indicates if this record is the current active record for the logical key
agent_typeString
  • Agent
  • Supervisor
Distinguishes between an agent or supervisor
agent_user_handleString68374d8c-fbd4-44be-9712-b4ed6f38e757The user handle of the agent
agent_display_nameStringJohn, SmithThe display name of the agent
agent_last_nameStringSmithThe last name of the agent
agent_first_nameStringJohnThe first name of the agent
agent_login_idString[email protected]The login id of the agent
agent_idString68374d8c-fbd4-44be-9712-b4ed6f38e757The unique id of the agent associated with this data. This value should be specified when using the Historical API to get agent dimension data
emergency_indicatorBoolean
  • t
  • f
Indicates if the engagement was an emergency one
dialled_numberString087 3496584Phone number from call being sent
calling_numberString086 3596584Phone number for receipt of the call
answered_timestampDateTime2022-06-20 16:15:00+00A count of the number of times a supervisor coached an agent on the engagement within the reporting period
acw_start_timestampDateTime2022-05-20 16:13:00+00The timestamp of when ACW started in the engagement
acw_indicatorBoolean
  • t
  • f
Indicates if the engagement was in ACW
acw_end_timestampDateTime2022-06-20 16:15:00+00The timestamp of when ACW ended in the engagement
barge_start_timestampDateTime2022-06-20 16:15:00+00The timestamp of when the barge started in the engagement
barge_indicatorBoolean
  • t
  • f
Indicates if the engagement was barged into
barge_end_timestampDateTime2022-06-20 16:15:00+00The timestamp of when the barge ended in the engagement
transfer_indicatorBoolean
  • t
  • f
Indicates if the engagement was transferred
subjectStringTop AgentsSubject matter of the engagement
send_toString[email protected]Address of the recipient
send_fromString[email protected]Address of the sender
observe_indicatorBoolean
  • t
  • f
Indicates if the engagement was observed
message_typeStringchatType of message
external_participant_idString[email protected]The unique id of the external customer
external_call_indicatorBoolean
  • t
  • f
Indicates if the engagement was an external call
engagement_start_timeDateTime2022-06-20 16:15:00+00The date and time at which the engagement started
engagement_idString8852f5df-ad50-494f-b0ce-6929b24160aThe unique ID for the engagement
engagement_end_timeDateTime2022-06-20 20:47:42.393005+00The date and time at which the engagement ended
directionStringINCOMINGDirection of the engagement
dialog_idString97780bb0-9b5f-4fdf-ad1d-696f68f0581dThe unique id of the dialog for this contact detail record
dialog_end_timeDateTime2022-06-20 20:47:42.393005+00The date and time at which the dialog ended
coach_timestampDateTime2022-06-20 16:15:00+00The timestamp of when coaching occurred in the engagement
coach_indicatorBoolean
  • t
  • f
Indicates if coaching occurred in the engagement
channel_typeStringVoiceDescription of the channel type
channel_idStringVoiceThe unique id of the channel associated with this data
business_accountnameStringacme-business-accountBusiness account name
agent_initiated_disconnectBoolean
  • t
  • f
Indicates if the agent initiated the disconnect
abandoned_indicatorBoolean
  • t
  • f
Indicates if the engagement was abandoned
redactedBoolean
  • t
  • f
Indicates if the engagement is redacted
last_changedDateTime2022-06-20 20:47:42.393005+00The date and time at which the engagement was last altered
is_unknownBoolean
  • t
  • f
Indicates if the engagement is unknown

AgentLoginLogout Report Headers

AgentLoginLogout Report Header FieldsTypeExampleDescription
agent_idString68374d8c-fbd4-44be-9712-b4ed6f38e757The 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_idString[email protected]The login id of the agent
login_timestampDateTime2022-09-20 16:15:00+00The timestamp of when agent logged in
logout_timestampDateTime2022-09-20 16:15:00+00The timestamp of when agent logged out
logon_durationNumber2100000The amount of time in milliseconds that the agent has been logged in within the reporting period