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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 the Coordinated Universal Time (UTC) time zone. |
| 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 the Coordinated Universal Time (UTC) time zone. |
| team_name | VARCHAR | Name of the team that the agent is assigned to as defined in configuration |
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