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|End time of the aggregation interval.
 
|End time of the aggregation interval.
  
Time is given in the Coordinated Universal Time (UTC) time zone.
+
Time is given in Coordinated Universal Time (UTC).
 
|-
 
|-
 
|'''first_name'''
 
|'''first_name'''
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|Start time of the aggregation interval.
 
|Start time of the aggregation interval.
  
Time is given in the Coordinated Universal Time (UTC) time zone.
+
Time is given in Coordinated Universal Time (UTC).
 
|-
 
|-
 
|'''team_name'''
 
|'''team_name'''

Revision as of 20:49, 12 April 2019

• 5.19 • 5.3 • 5.8

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agents

The agents table contains agent metrics. Note that interaction-related metrics are counted separately for each service that the agent provided within the aggregation interval. Thus, unless noted otherwise with respect to a particular metric, any interaction mentioned in this table shall be interpreted as an interaction associated with the service specified in the service_name field that was handled by the agent identified by the login_id field.

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 table.


Column Name Data Type Description
end_time DATETIME End time of the aggregation interval.

Time is given in Coordinated Universal Time (UTC).

first_name VARCHAR Agent first name as defined in configuration
last_name VARCHAR Agent last name as defined in configuration
login_id VARCHAR Agent login as defined in configuration
rank VARCHAR Agent rank as defined in configuration
start_time DATETIME Start time of the aggregation interval.

Time is given in Coordinated Universal Time (UTC).

team_name VARCHAR Name of the team that the agent is assigned to as defined in configuration



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