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= agent_activity=
 
= agent_activity=
−
''agent_activity''表の各行には、一つのエージェントアクティビティに関連する一連のデータが含まれています。対話処理に関わるアクティビティの場合、このデータには、エージェントの通話時間や保留時間などのいくつかの基本的な集計データが含まれます。複数の集約間隔に入ってしまう一つのエージェントアクティビティは、これらの集約間隔ごとに個別に報告され、時間に関連するすべてのメトリックは、指定された間隔内の時間のみをカウントします。レポートを生成する際に、 ''activity_id'' フィールドを使って、複数の間隔に入ってしまうアクティビティの時間関連メトリックを組み合わせることができます。
+
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.
  
−
特定のメトリックに関して特に注記がない限り、この表に記載されている''コール''は、特定のアクティビティ中に''login_id'' フィールドで識別されるエージェントによって処理されたコールとして見なされます。
+
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.
  
  
−
== データの説明 ==
+
== Description of Data ==
−
次の表には、名前（IDなど）、データタイプ (BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHARなど)、  ''agent_activity'' 表の各メトリック（つまり、列）の説明が含まれます。
+
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.
  
  
 
{|border="1" style="border-collapse:collapse" cellpadding="5"
 
{|border="1" style="border-collapse:collapse" cellpadding="5"
−
|'''列名'''
+
|'''Column Name'''
−
|'''データタイプ'''
+
|'''Data Type'''
−
|'''内容'''
+
|'''Description'''
 
|-
 
|-
 
|'''activity'''
 
|'''activity'''
 
|ENUM
 
|ENUM
−
|''アクティビティ'' はアクティビティタイプを意味します。
+
|''activity'' is the activity type.
  
−
設定可能な値には、 INBOUND_CALL, LOGIN, LOGOUT, OUTBOUND_CALL, NOT_READY, PREVIEW, READY, SUPERVISIONが含まれます。
+
Possible values include INBOUND_CALL, LOGIN, LOGOUT, OUTBOUND_CALL, NOT_READY, PREVIEW, READY, and SUPERVISION.
  
−
以下にご注意ください:
+
Note the following:
−
*プレビューおよびプレディクティブキャンペーンコールの両方の処理は、OUTBOUND_CALLアクティビティとして記録されます。プレビューキャンペーンに参加しているエージェントの場合、記録プレビュー段階（ダイヤルが開始される前の段階）のみがPREVIEWアクティビティとして記録されます。
+
* Handling of both preview and predictive campaign calls is reported as activity OUTBOUND_CALL. Only the record preview phase (time before dialing begins) is reported as PREVIEW activity for agents participating in preview campaigns.
−
*後処理に費やした時間は、INBOUND_CALLおよびOUTBOUND_CALLアクティビティの一部として記録されます。
+
* Time spent doing after-call work is reported as part of INBOUND_CALL and OUTBOUND_CALL activities.
−
*エージェントが受信した内部コールは、INBOUND_CALLアクティビティとして記録されます。
+
* Internal calls received by the agent are reported as activity INBOUND_CALL.
−
*エージェントが発信する内部コールは、OUTBOUND_CALLアクティビティとして記録されます。
+
* Internal calls made by the agent are reported as activity OUTBOUND_CALL.
−
*エージェントデスクトップにおけるスーパーバイザー状態の"監視中"は、SUPERVISIONアクティビティとして記録されます。
+
* The Supervisor state of "Supervising" in the Agent Desktop is reported as activity SUPERVISION.
−
* ''other_party_phone_type'' フィールドの値を使って、サービスコールと内部コールを区別できます。
+
* Value of the ''other_party_phone_type'' field can be used to distinguish between service and internal calls.
−
*サービスチャットの処理は、INBOUND_CALLアクティビティとして記録されます。
+
* Handling of a service chat is reported as activity INBOUND_CALL.
−
*受信メールの処理は、INBOUND_CALLアクティビティとして記録されます。
+
* Handling of an inbound email is reported as activity INBOUND_CALL.
−
*フォローアップまたは未承諾メールの処理は、OUTBOUND_CALLアクティビティとして記録されます。
+
* Handling of a follow-up or unsolicited email is reported as activity OUTBOUND_CALL.
−
* ''media_type''および/または ''service_name''フィールドの値は、異なるメディアタイプの対話を区別するために使用できます。
+
* The value of the ''media_type'' and/or ''service_name'' field can be used to distinguish between interactions of different media types.
 
|-
 
|-
 
|'''activity_id'''
 
|'''activity_id'''
 
|BINARY (16)
 
|BINARY (16)
−
|''activity_id'' とは、アクティビティに割り当てられるユニークな識別子です。
+
|''activity_id'' is the unique identifier assigned to the activity.
  
−
一つのアクティビティが複数の集約間隔で継続する場合、それらの間隔のそれぞれで ''activity_id''の値が同じになります。
+
If a single activity lasts through several adjacent aggregation intervals, it will have the same value of ''activity_id'' in each of those intervals.
 
|-
 
|-
 
|'''acw_time'''
 
|'''acw_time'''
 
|BIGINT
 
|BIGINT
−
|集約間隔内のINBOUND_CALLおよびOUTBOUND_CALLアクティビティの後処理時間
+
|After-call work time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval
 
|-
 
|-
 
|'''agent_disposition_code'''
 
|'''agent_disposition_code'''
 
|INT
 
|INT
−
|INBOUND_CALL 及び OUTBOUND_CALLアクティビティーにおいて、エージェントがコールに付与した対話結果の数値コード（定義されている場合）
+
|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_name'''
 
|'''agent_disposition_name'''
 
|VARCHAR
 
|VARCHAR
−
|INBOUND_CALL 及び OUTBOUND_CALLアクティビティーにおいて、エージェントがコールに付与した 対話結果名
+
|For activity types INBOUND_CALL and OUTBOUND_CALL, the name of the disposition that the agent assigned to the call
 
|-
 
|-
 
|'''agent_disposition_notes'''
 
|'''agent_disposition_notes'''
 
|LONGTEXT
 
|LONGTEXT
−
| INBOUND_CALL 及び OUTBOUND_CALLアクティビティーにおいて、エージェントがコールに対して記述したメモ
+
|For activity types INBOUND_CALL and OUTBOUND_CALL, the text notes that the agent wrote regarding the call
 
|-
 
|-
 
|'''agg_run_id'''
 
|'''agg_run_id'''
 
|BINARY (16)
 
|BINARY (16)
−
|このレコードを生成したアグリゲーター実行
+
|Aggregator run that produced this record
 
|-
 
|-
 
|'''call_detail_id'''
 
|'''call_detail_id'''
 
|BINARY
 
|BINARY
−
|このアクティビティー中に処理された対話の記録への参照（ [[reporting-database-specification/call_detail|call_detail]] テーブル）
+
|Reference to the record in the [[reporting-database-specification/call_detail|call_detail]] table created for the interaction handled by the agent during this activity
 
|-
 
|-
 
|'''case_number'''
 
|'''case_number'''
 
|VARCHAR
 
|VARCHAR
−
|INBOUND_CALL 及び OUTBOUND_CALLアクティビティーにおいて、対話が関連づけられたケース番号。メールのみ対象。
+
|For activity types INBOUND_CALL and OUTBOUND_CALL, number of the case with which this interaction is associated; applies to emails only
 
|-
 
|-
 
|'''destination_number'''
 
|'''destination_number'''
 
|VARCHAR
 
|VARCHAR
−
|INBOUND_CALL 及び OUTBOUND_CALLアクティビティーにおいて、発信側がダイヤルした番号
+
|For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number dialed by the party that initiated the call.
 
|-
 
|-
 
|'''detail'''
 
|'''detail'''
 
|VARCHAR
 
|VARCHAR
−
|NOT_READYアクティビティにおいて、 ''detail''は ''受付不可''の理由を示します。
+
|For activity type NOT_READY, ''detail'' specifies the ''Not Ready'' reason.
  
−
OUTBOUND_CALLアクティビティにおいて、 ''detail''は、内部コールが応答された場合に受信側のログインIDを示します。
+
For activity type OUTBOUND_CALL, ''detail'' specifies the login ID of the called party if the call was made internally and was answered.
 
|-
 
|-
 
|'''disposition'''
 
|'''disposition'''
 
|ENUM
 
|ENUM
−
|INBOUND_CALL and OUTBOUND_CALLアクティビティにおいて、 ''disposition'' はコールド処理の結果を示します。
+
|For activity types INBOUND_CALL and OUTBOUND_CALL, ''disposition'' specifies how the call-handling activity ended.
  
−
以下の''call''は、指定された値がコール及びチャットに適用できることを示します。
+
The term ''call'' in the following descriptions indicates that the given value may be applicable to calls and chats.
  
−
設定可能な値は以下の通りです:
+
Possible values include the following:
−
* CALLER_TERMINATED – 発信側により終了されたコール
+
* ABANDONED – For inbound calls, abandoned by the remote party while ringing at the agent desktop; for outbound calls, terminated by the agent before it was answered by the remote party
−
* CALLEE_TERMINATED – 受信側により終了されたコール
+
* CALLEE_TERMINATED – Call terminated by the party that answered the call
−
* REJECTED – エージェントが拒否したコール
+
* CALLER_TERMINATED – Call terminated by the party that made the call
−
* ABANDONED – 受信コールの場合、エージェントデスクトップで呼び出し中に発信側により放棄されたコール。発信コールの場合、応答される前にエージェントが終了したコール。
+
* CALLER_TRANSFERRED – Remote party transferred the call (i.e., this agent stayed on the call but with another party); the after-transfer part of the call will be reported as the next activity
−
* TRANSFERRED – エージェントが転送した対話
+
* CLOSED – Agent finished processing of the email without a reply (e.g., the email was a spam or no follow-up was necessary); applies to inbound emails only
−
* CONFERENCED – 電話会議になったコール (電話会議は別のアクティビティとして報告されます)
+
* CLOSED_BY_OTHER_RESPONSE – This activity finished because the associated case was dispositioned elsewhere (i.e., by this or another agent in a different activity)
−
* SYSTEM_DISCONNECTED – システムにより中断されたコール
+
* CONFERENCED – Call became a conference (the conference phase is reported a separate activity)
−
* CALLER_TRANSFERRED – 相手側により転送されたコール (つまり、同エージェントは別のパーティとコールを続けます）。転送後のコールは次のアクティビティとして記録されます。
+
* DISCARDED – Agent discarded an email draft; applies to outbound emails only
−
* NO_ANSWER – エージェントが受け入れなかった対話
+
* FORWARDED – Agent forwarded the email
−
* REPLIED – エージェントが返信したメール。受信メールのみが対象。
+
* MANDATORY_RECORDING_FAILURE - Call terminated due to scenario being terminated as result of a required recording failure.
−
* CLOSED – エージェントが返信せずに処理を終了したメール (例えば、迷惑メールまたはフォローが不要なメールの場合); 受信メールのみが対象。
+
* NO_ANSWER – Agent did not accept an incoming interaction
−
* SERVICE_CHANGED – エージェントが関連づけられたサービスを変更し処理を続けるメール（後処理段階は次のアクティビティとして記録されます）
+
* REJECTED – Agent rejected the incoming call
−
* SAVED – エージェントが保存した下書き
+
* REPLIED – Agent replied to the email; applies to inbound emails only
−
* SENT – エージェントが送信したメール; 発信メールのみが対象。
+
* SAVED – Agent saved an email draft and the Busy state has ended, but the case remains in the agent's personal queue
−
* DISCARDED – エージェントが削除した下書き；発信メールのみが対象。
+
* SENT – Agent sent the email; applies to outbound emails only
 +
* SERVICE_CHANGED – Agent changed the service associated with the email and continued processing it (the after-service-change phase is reported as the next activity)
 +
* SYSTEM_DISCONNECTED – Call was disconnected by the system
 +
* TRANSFERRED – Agent transferred the interaction
 
|-
 
|-
 
|'''duration'''
 
|'''duration'''
 
|BIGINT
 
|BIGINT
−
|集約間隔内のアクティビティ実行期間
+
|Activity duration within the aggregation interval.
 
|-
 
|-
 
|'''email_completion_time'''
 
|'''email_completion_time'''
 
|BIGINT
 
|BIGINT
−
|メール対話がエージェントに受け入れられた時点、またはエージェントのパーソナルキューに入った時点から、完了（ACWを含む）または転送される時点までの期間
+
|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'''
 
|'''held'''
 
|BIGINT
 
|BIGINT
−
|このアクティビティ中にエージェントがコールを保留した回数。メールとチャットの場合、このアクティビティ中にエージェントが対話から離れた回数）
+
|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'''
 
|'''max_hold'''
 
|BIGINT
 
|BIGINT
−
|このアクティビティ中にエージェントがコールを保留した回数のうち最長の保留時間。 メールおよびチャットの場合、このアクティビティ中にエージェントが対話を離れた回数のうち最長の時間。
+
|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
 
|-
 
|-
 
|'''external_number'''
 
|'''external_number'''
 
|VARCHAR
 
|VARCHAR
−
|INBOUND_CALLアクティビティにおいて、 ''external_number'' は受信コールがシステムに入るために使われたアクセス番号を示します。
+
|For activity type INBOUND_CALL, ''external_number'' is the access number through which the inbound call entered the system.
  
−
OUTBOUND_CALLアクティビティにおいて、 ''external_number'' は発信コールに割り当てられた発信者IDを示します。
+
For activity type OUTBOUND_CALL, ''external_number'' is the Caller ID assigned to the outbound call.
 
|-
 
|-
 
|'''first_name'''
 
|'''first_name'''
 
|VARCHAR
 
|VARCHAR
−
|定義されているエージェントのファーストネーム
+
|Agent first name as defined in configuration
 
|-
 
|-
 
|'''has_screen_recording'''
 
|'''has_screen_recording'''
 
|BIT
 
|BIT
−
|アクティビティ中にエージェントの [[reporting-reference-guide/ScreenRecordings|画面録画]] が実行されたかどうか示します
+
|Indication of whether agent's [[reporting-reference-guide/ScreenRecordings|screen was recorded]] during this activity
 
|-
 
|-
 
|'''hold_time'''
 
|'''hold_time'''
 
|BIGINT
 
|BIGINT
−
|集約間隔においてINBOUND_CALL 及び OUTBOUND_CALL アクティビティーの総合保留時間
+
|Total hold time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval
 
|-
 
|-
 
|'''id'''
 
|'''id'''
 
|BINARY (16)
 
|BINARY (16)
−
|予約済
+
|Reserved
 
|-
 
|-
 
|'''last_name'''
 
|'''last_name'''
 
|VARCHAR
 
|VARCHAR
−
|定義されているエージェントのラストネーム
+
|Agent last name as defined in configuration
 
|-
 
|-
 
|'''login_id'''
 
|'''login_id'''
 
|VARCHAR
 
|VARCHAR
−
|定義されているエージェントのログイン
+
|Agent login as defined in configuration
 
|-
 
|-
 
|'''media_type'''
 
|'''media_type'''
 
|ENUM
 
|ENUM
−
|INBOUND_CALL 及びOUTBOUND_CALLアクティビティにおいて、このアクティビティ中にエージェントが処理した対話のタイプを示します。
+
|For activity types INBOUND_CALL and OUTBOUND_CALL, this is the media type of the interaction that the agent handled during this activity.
  
−
設定可能な値には、VOICE, CHAT, EMAILが含まれます。
+
Possible values include VOICE, CHAT, and EMAIL.
 
|-
 
|-
 
|'''origination_number'''
 
|'''origination_number'''
 
|VARCHAR
 
|VARCHAR
−
|INBOUND_CALL 及び OUTBOUND_CALLアクティビティにおいて、コールが発信された電話番号を示します 。
+
|For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number from which the call was made.
 
|-
 
|-
 
|'''other_party_phone_type'''
 
|'''other_party_phone_type'''
 
|ENUM
 
|ENUM
−
|INBOUND_CALL 及び OUTBOUND_CALLアクティビティにおいて、''other_party_phone_type'' は通話中の相手側の場所を示します。
+
|For activity types INBOUND_CALL and OUTBOUND_CALL, ''other_party_phone_type'' specifies the location of the remote party on the call.
  
−
設定可能な値には、INTERNAL と EXTERNALが含まれます。
+
Possible values include INTERNAL and EXTERNAL.
 
|-
 
|-
 
|'''pending_time'''
 
|'''pending_time'''
 
|BIGINT
 
|BIGINT
−
|INBOUND_CALLアクティビティーにおいて、 ''pending_time''は 、コールがこのエージェントに配信されてから応答または放棄されるまでの呼び出し時間を示します。
+
|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.
  
−
OUTBOUND_CALLアクティビティの場合、 ''pending_time''は 、エージェントがダイヤルしたコールがシステムに受信されてから応答または放棄されるまでの呼び出し時間を示します。
+
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.
  
 
|-
 
|-
 
|'''pkid'''
 
|'''pkid'''
 
|INT
 
|INT
−
|プライマリキー
+
|Primary key
 
|-
 
|-
 
|'''rank'''
 
|'''rank'''
 
|VARCHAR
 
|VARCHAR
−
|定義されたエージェントランク
+
|Agent rank as defined in configuration
 
|-
 
|-
 
|'''service_name'''
 
|'''service_name'''
 
|VARCHAR
 
|VARCHAR
−
|INBOUND_CALL及び OUTBOUND_CALLアクティビティの場合、 ''service_name''は、コールに関連づけられたサービス名を示します。
+
|For activity types INBOUND_CALL and OUTBOUND_CALL, ''service_name'' is the name of the service associated with the call.
  
−
内部コールにはご利用できません。
+
It is not specified for internal calls.
  
−
メディアタイプチャットのサービスの場合、この表に記載されている''call'' は、同じ意味でサービスチャット対話として解釈されます。
+
For services of media type chat, any ''call'' mentioned in this table shall be interpreted as a service chat interaction in the same context.
 
|-
 
|-
 
|'''session_id'''
 
|'''session_id'''
 
|BINARY
 
|BINARY
−
|''session_id'' はエージェントログインセッションのIDです。
+
|''session_id'' is the agent login session identifier.
  
−
新しいIDは新しいLOGINアクティビティに付与されます。
+
A new identifier is assigned to each new LOGIN activity.
  
−
同じIDが対応するLOGOUT、その間に発生するすべてのREADY と NOT_READY アクティビティに付与されます。
+
The same identifier is assigned to the corresponding LOGOUT and all READY and NOT_READY activities that happened in between.
 
|-
 
|-
 
|'''start_time'''
 
|'''start_time'''
 
|DATETIME
 
|DATETIME
−
|アクティビティ開始時刻; 協定世界時(UTC)に基づきます。
+
|Activity start time; time is given in Coordinated Universal Time (UTC)
 
|-
 
|-
 
|'''talk_time'''
 
|'''talk_time'''
 
|BIGINT
 
|BIGINT
−
|''talk_time'' は、集約間隔内のINBOUND_CALL 及び OUTBOUND_CALLアクティビティの総合通話時間を示します。
+
|''talk_time'' is the total talk time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval.
  
−
保留時間が含まれていません。
+
It does not include hold times.
  
 
|-
 
|-
 
|'''team_name'''
 
|'''team_name'''
 
|VARCHAR
 
|VARCHAR
−
|エージェントが初期設定時に割り当てられたチーム名
+
|Name of the team that the agent is assigned to as defined in configuration
 
|-
 
|-
 
|'''workitem_id'''
 
|'''workitem_id'''
 
|VARCHAR
 
|VARCHAR
−
|このアクティビティに関連付けられた発信作業項目の識別子\
+
|Identifier of the outbound work item associated with this activity.\
 
|-
 
|-
 
|'''agent_country'''
 
|'''agent_country'''
 
|VARCHAR
 
|VARCHAR
−
|[[Contact-center-administrator-guide/Users#Location_tab|ユーザ設定]]で定義されたエージェントの国
+
|Agent country as defined in [[Contact-center-administrator-guide/Users#Location_tab|User configuration]]
 
|-
 
|-
 
|'''agent_city'''
 
|'''agent_city'''
 
|VARCHAR
 
|VARCHAR
−
|[[Contact-center-administrator-guide/Users#Location_tab|ユーザ設定]]で定義されたエージェントの都市
+
|Agent city as defined in [[Contact-center-administrator-guide/Users#Location_tab|User configuration]]
 +
|-
 +
|'''cobrowsing'''
 +
|BIT
 +
|Indicates whether any co-browsing sessions took place during this interaction. Currently works for [[Surfly-integration-guide/About|co-browsing with Surfly]] only.
 +
|-
 +
|'''ip_address'''
 +
|VARCHAR
 +
|The IP address of the Agent Desktop connection at the time of agent authentication
 
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Latest revision as of 11:36, 10 September 2021

• English
• 5.19 • 5.3 • 5.8

agent_activity

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 ENUM activity is the activity type.

Possible values include INBOUND_CALL, LOGIN, LOGOUT, OUTBOUND_CALL, NOT_READY, PREVIEW, READY, and SUPERVISION.

Note the following:

  • Handling of both preview and predictive campaign calls is reported as activity OUTBOUND_CALL. Only the record preview phase (time before dialing begins) is reported as PREVIEW activity for agents participating in preview campaigns.
  • Time spent doing after-call work is reported as part of INBOUND_CALL and OUTBOUND_CALL activities.
  • Internal calls received by the agent are reported as activity INBOUND_CALL.
  • Internal calls made by the agent are reported as activity OUTBOUND_CALL.
  • The Supervisor state of "Supervising" in the Agent Desktop is reported as activity SUPERVISION.
  • Value of the other_party_phone_type field can be used to distinguish between service and internal calls.
  • Handling of a service chat is reported as activity INBOUND_CALL.
  • Handling of an inbound email is reported as activity INBOUND_CALL.
  • Handling of a follow-up or unsolicited email is reported as activity OUTBOUND_CALL.
  • The value of the media_type and/or service_name field can be used to distinguish between interactions of different media types.
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.

acw_time BIGINT After-call work time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval
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_name VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, the name 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
agg_run_id BINARY (16) Aggregator run that produced this record
call_detail_id BINARY Reference to the record in the call_detail table created for the interaction handled by the agent during this activity
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
destination_number VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number dialed by the party that initiated the call.
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.

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:

  • ABANDONED – For inbound calls, abandoned by the remote party while ringing at the agent desktop; for outbound calls, terminated by the agent before it was answered by the remote party
  • CALLEE_TERMINATED – Call terminated by the party that answered the call
  • CALLER_TERMINATED – Call terminated by the party that made the call
  • CALLER_TRANSFERRED – Remote party transferred the call (i.e., this agent stayed on the call but with another party); the after-transfer part of the call will be reported as the next activity
  • CLOSED – Agent finished processing of the email without a reply (e.g., the email was a spam or no follow-up was necessary); applies to inbound emails only
  • CLOSED_BY_OTHER_RESPONSE – This activity finished because the associated case was dispositioned elsewhere (i.e., by this or another agent in a different activity)
  • CONFERENCED – Call became a conference (the conference phase is reported a separate activity)
  • DISCARDED – Agent discarded an email draft; applies to outbound emails only
  • FORWARDED – Agent forwarded the email
  • MANDATORY_RECORDING_FAILURE - Call terminated due to scenario being terminated as result of a required recording failure.
  • NO_ANSWER – Agent did not accept an incoming interaction
  • REJECTED – Agent rejected the incoming call
  • REPLIED – Agent replied to the email; applies to inbound emails only
  • SAVED – Agent saved an email draft and the Busy state has ended, but the case remains in the agent's personal queue
  • SENT – Agent sent the email; applies to outbound emails only
  • SERVICE_CHANGED – Agent changed the service associated with the email and continued processing it (the after-service-change phase is reported as the next activity)
  • SYSTEM_DISCONNECTED – Call was disconnected by the system
  • TRANSFERRED – Agent transferred the interaction
duration BIGINT Activity duration within the aggregation interval.
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
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.

first_name VARCHAR Agent first name as defined in configuration
has_screen_recording BIT Indication of whether agent's screen was recorded during this activity
hold_time BIGINT Total hold time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval
id BINARY (16) Reserved
last_name VARCHAR Agent last name as defined in configuration
login_id VARCHAR Agent login as defined in configuration
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.

origination_number VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number from which the call was made.
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.

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.

pkid INT Primary key
rank VARCHAR Agent rank as defined in configuration
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.

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.

start_time DATETIME Activity start time; time is given in Coordinated Universal Time (UTC)
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.

team_name VARCHAR Name of the team that the agent is assigned to as defined in configuration
workitem_id VARCHAR Identifier of the outbound work item associated with this activity.\
agent_country VARCHAR Agent country as defined in User configuration
agent_city VARCHAR Agent city as defined in User configuration
cobrowsing BIT Indicates whether any co-browsing sessions took place during this interaction. Currently works for co-browsing with Surfly only.
ip_address VARCHAR The IP address of the Agent Desktop connection at the time of agent authentication
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