KPI Reference
Agent Activity
Available for Static Reports only.
Each record contains details of an event indicating that an endpoint status has changed , e.g. WaitingForCall, Talking, InWrap.
Data items for the Agent Activity category are listed below.
Expand the following groupings to view the data items:
Campaign
| Item Label |
Description |
Type |
| Campaign
|
The name of the campaign. |
string
|
Endpoint
| Item Label |
Description |
Type |
| Endpoint
|
The name of the endpoint. |
string
|
| Endpoint Status
|
The current status of the endpoint. |
string
|
| Endpoint Status - Duration
|
The amount of time the endpoint has spent in the current state. |
float
|
Queue
| Item Label |
Description |
Type |
| Queue
|
The queue name. |
string
|
Session
| Item Label |
Description |
Type |
| Session
|
The session ID. |
string
|
Telephone Number
| Item Label |
Description |
Type |
| Telephone Number
|
The telephone number. |
string
|
Timestamp
| Item Label |
Description |
Type |
| Timestamp
|
The timestamp for this agent activity event (in ISO 8601 format).
(The TS parameter from the Agent Data [AZ] message.) |
date
|
User
| Item Label |
Description |
Type |
| User
|
The name of the user. |
string
|
| User Description
|
A description of the user. |
string
|