Each row of the agent_activity table contains a set of data related to a single agent activity. For interaction-handling activities, this data includes some basic aggregates, such as the agent’s talk time and hold time. Note that a single agent activity spanning multiple aggregation intervals will be reported separately for each aggregation interval that it spans, and all time-related metrics will count the time within the given interval only. For reporting purposes, time-related metrics of the activities that span multiple intervals can be combined using the activity_id field.
Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that was handled by the agent identified by the login_id field during the given activity.
Description of Data
The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the agent_activity table.
|Column Name||Data Type||Description|
|activity_id||BINARY (16)||activity_id is the unique identifier assigned to the activity.
If a single activity lasts through several adjacent aggregation intervals, it will have the same value of activity_id in each of those intervals.
|login_id||VARCHAR||Agent login as defined in configuration|
|first_name||VARCHAR||Agent first name as defined in configuration|
|last_name||VARCHAR||Agent last name as defined in configuration|
|team_name||VARCHAR||Name of the team that the agent is assigned to as defined in configuration|
|rank||VARCHAR||Agent rank as defined in configuration|
|agg_run_id||BINARY (16)||Aggregator run that produced this record|
|start_time||DATETIME||Activity start time; time is given in Coordinated Universal Time (UTC)|
|activity||ENUM||activity is the activity type.
Possible values include INBOUND_CALL, LOGIN, LOGOUT, OUTBOUND_CALL, NOT_READY, PREVIEW, READY, and SUPERVISION.
Note the following:
|duration||BIGINT||Activity duration within the aggregation interval.|
|detail||VARCHAR||For activity type NOT_READY, detail specifies the Not Ready reason.
For activity type OUTBOUND_CALL, detail specifies the login ID of the called party if the call was made internally and was answered.
|pending_time||BIGINT||For activity type INBOUND_CALL, pending_time specifies the duration of the call ringing phase from the moment the call was distributed to this agent and until it was either answered or abandoned.
For activity type OUTBOUND_CALL, pending_time specifies the duration of the call dialing phase from the moment the number dialed by the agent was received by the system and until the call was either answered or abandoned.
|talk_time||BIGINT||talk_time is the total talk time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval.
It does not include hold times.
|hold_time||BIGINT||Total hold time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval|
|acw_time||BIGINT||After-call work time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval|
|service_name||VARCHAR||For activity types INBOUND_CALL and OUTBOUND_CALL, service_name is the name of the service associated with the call.
It is not specified for internal calls.
For services of media type chat, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.
|origination_number||VARCHAR||For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number from which the call was made.|
|destination_number||VARCHAR||For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number dialed by the party that initiated the call.|
|external_number||VARCHAR||For activity type INBOUND_CALL, external_number is the access number through which the inbound call entered the system.
For activity type OUTBOUND_CALL, external_number is the Caller ID assigned to the outbound call.
|other_party_phone_type||ENUM||For activity types INBOUND_CALL and OUTBOUND_CALL, other_party_phone_type specifies the location of the remote party on the call.
Possible values include INTERNAL and EXTERNAL.
|disposition||ENUM||For activity types INBOUND_CALL and OUTBOUND_CALL, disposition specifies how the call-handling activity ended.
The term call in the following descriptions indicates that the given value may be applicable to calls and chats.
Possible values include the following:
|agent_disposition_name||VARCHAR||For activity types INBOUND_CALL and OUTBOUND_CALL, the name of the disposition that the agent assigned to the call|
|agent_disposition_code||INT||For activity types INBOUND_CALL and OUTBOUND_CALL, the numerical code (if defined) of the disposition that the agent assigned to the call|
|agent_disposition_notes||LONGTEXT||For activity types INBOUND_CALL and OUTBOUND_CALL, the text notes that the agent wrote regarding the call|
|session_id||BINARY||session_id is the agent login session identifier.
A new identifier is assigned to each new LOGIN activity.
The same identifier is assigned to the corresponding LOGOUT and all READY and NOT_READY activities that happened in between.
|media_type||ENUM||For activity types INBOUND_CALL and OUTBOUND_CALL, this is the media type of the interaction that the agent handled during this activity.
Possible values include VOICE, CHAT, and EMAIL.
|case_number||VARCHAR||For activity types INBOUND_CALL and OUTBOUND_CALL, number of the case with which this interaction is associated; applies to emails only|
|email_completion_time||BIGINT||Email completion time from the moment the email interaction was accepted by the agent or entered his personal queue and until it was completed (including ACW if any) or transferred|
|held||BIGINT||The number of times the agent placed the call on hold during this activity; for emails and chats, the number of times the agent had the interaction out of focus during this activity)|
|max_hold||BIGINT||The duration of the longest of the number of times the agent placed the call on hold during this activity; for emails and chats, duration of the longest of the number of times the agent had the interaction out of focus during this activity|
|workitem_id||VARCHAR||Identifier of the outbound work item associated with this activity.\|
|call_detail_id||BINARY||Reference to the record in the call_detail table created for the interaction handled by the agent during this activity|
|has_screen_recording||BIT||Indication of whether agent's screen was recorded during this activity|