エージェントアクティビティ(CSV)レポート
エージェントアクティビティ(CSV)レポートは、選択したエージェントのアクティビティの詳細な記録（つまり、メトリック）を時系列で提供します。
このレポートは エージェントアクティビティレポートと同じですが、.CSV形式でのみエクスポートされる点が異なります。このレポートはすぐに.CSVファイルとして利用できるため、長期間（例えば、四半期ごと、半年ごとなど）の大量のデータを、 JasperSoft Studioを使わずに一つのファイルとして簡単にエクスポートできます。
メトリックの説明
このレポートのメトリックは、レポートで表示される順序で、以下の通り列に分けられます。
login_id
login_idとは、エージェントのユーザー IDです。
first_name
first_nameとは、エージェントの名です。
last_name
last_nameとは、エージェントの姓です。
team_name
team_nameとは、エージェントが割り当てられているチームの名前です。
start_time
start_time とは、アクティビティが開始された時刻です。選択したレポート間隔内に開始されたアクティビティのみが表示されます。
時刻は協定世界時（UTC）で表示されます。
アクティビティ
アクティビティとは、次のいずれかのアクティビティタイプです:
- 受付可能
- 受付不可
- 受信
- 発信
- 会議
duration
durationとは、このアクティビティに費やされた時間です。対話の処理に関連するアクティビティの場合、durationには、フォーカス時間とフォーカスを外した時間、および後処理（ACW）時間が含まれます。
detail
- For the Outbound activity, detail displays the extension of the called party if the call was made internally and was answered.
- For the Inbound activity, detail displays remote party’s the Caller ID for calls, IP address for chats, and email address for emails.
- For the Not Ready activity, detail displays the reason for being Not Ready if one is specified (otherwise, generic Not Ready).
talk_time
- For calls, talk_time is the total time the agent spent talking during this activity, excluding hold times.
- For emails and chats, talk_time is the total time that the agent had the interaction in focus during this activity.
Note that talk_time is displayed for interaction-handling activities only.
hold_time
- For calls, hold_time is the total time the agent had the call on hold during the activity.
- For emails and chats, hold_time is the total time that the agent had the interaction out of focus during this activity.
Note that hold_time is displayed for interaction-handling activities only.
service_name
For an interaction-handling activity, service_name displays the name of the service associated with this interaction.
destination_number
destination_number is the name of the recipient of an interaction; this can include chat services, email addresses, phone numbers, and phone extensions.
origination_number
origination_number is the phone number, IP address, or email address an interaction was sent from.
external_number
- For an Inbound activity, external_number displays the originally dialed number or original destination email address.
- For an Outbound activity, external_number displays the caller ID or the content of the "From" field of the email when it left the system.
disposition
For interaction-handling activity, disposition provides information about how the activity ended. Such dispositions are described as follows:
- Caller Terminated: Inbound call/chat was terminated by the customer
- Callee Terminated: Outbound call/chat was terminated by the customer
- Agent Disconnected: Call/chat was terminated by the agent
- Rejected: Interaction was rejected by the agent
- No Answer: Interaction was not accepted by the agent
- Busy: Outbound call did not complete because the destination was busy or did not answer within a timeout
- Network Failure: Outbound call did not complete because of network congestion
- System Disconnected: Call/chat was disconnected by the system
- Abandoned: Outbound call was terminated by the agent before it was answered
- Transferred: Remote party on the interaction changed due to a transfer (the after-transfer phase is shown as a subsequent activity)
- Terminated by Transfer: Agent transferred the interaction
- Conferenced: Call/chat became a conference (the conference phase is shown as a subsequent activity)
- Replied: Inbound email was replied to by the agent
- Closed: Inbound email was closed without reply by the agent
- Service Changed: Email was recategorized by the agent (service associated with the email was changed and the same agent continued processing it; subsequent email processing is shown as a separate activity)
- Sent: Outbound email was sent by the agent
- Discarded: Outbound email was discarded without being sent by the agent
- Saved: Email was saved as a draft in the agent’s personal queue
agent_disposition_name
For an interaction-handling activity, agent_disposition_name displays the disposition assigned to the call by this agent.
media_type
For an interaction-handling activity, media_type displays the interaction media type.
case_number
For an interaction-handling activity, case_number displays the identifier of the case that this interaction is related to. It currently applies to email interactions only.