KPI Reference

Agent Timescale

From V10.7.1275 - Available for both Static and Real Time reports.

The data contains details for each endpoint of its current status, and the timings of its recent activity, both working and on break.

Data items for the Agent Timescale category are listed below.

Each data item has both a long and a short Item Label (as listed below), used within the widgets as column headers and data labels. For unlocked widgets, which label to use can be specified in the widget settings dialogue via the Display Tab.

Expand the following groupings to view the data items:


Item Label - Long Item Label - Short Description Type
Agent ID agentUuid The unique id for the agent identified in the AN parameter string

Item Label - Long Item Label - Short Description Type
Agent Session ID Session The unique session ID string

Item Label - Long Item Label - Short Description Type
Last Went Available - Event Avail TS The timestamp when the agent last went available date

Item Label - Long Item Label - Short Description Type
Break Last - End Break End The timestamp when the user last finished break (blank if user is currently on break) date
Break Last - State Brk Stat A user defined code representing the reason why the agent went on break string
Break Last - Description Brk Desc A short text explanation for the accompanying Break Last - State string
Break Last - Reason Brk Rsn The reason the user requested to go unavailable string
Break Last - Duration Brk Dur Duration of current / last break. If on break, refreshes every 5 secs float
Break Current - Start Break Start The timestamp when the user last went on break date
Break Current - Reason Cur Brk Desc A short text explanation for the current break. string
Time Since Last Break - Duration History PrevBreakDur The amount of time the endpoint has been available since last break. If on break, blank. If not on break, refreshes every 5 secs float
Time Since Last Break - Duration Live PrevBreakDur The amount of time the endpoint has been available since last break. If on break, blank. If not on break, refreshes every 5 secs float

Item Label - Long Item Label - Short Description Type
Campaign Campgn The name of the campaign string

Item Label - Long Item Label - Short Description Type
Endpoint Endpt The name of the endpoint string
Endpoint Status Status The current status of the endpoint string
Endpoint Status - Duration StatusDur The amount of time the endpoint has spent in the current state. Refreshes every 5 secs float

Item Label - Long Item Label - Short Description Type
Logged In - Event LogIn TS The timestamp when the agent logged in for current session date

Item Label - Long Item Label - Short Description Type
Queue Queue The queue name string

Item Label - Long Item Label - Short Description Type
Session Session The session ID (if active on a session) string

Item Label - Long Item Label - Short Description Type
Telephone Number Tel No The telephone number (if active on a session) string

Item Label - Long Item Label - Short Description Type
Timestamp Timestamp The timestamp for this endpoint status change event (in ISO 8601 format). (The TS parameter from the AZ message.) date

Item Label - Long Item Label - Short Description Type
Talk Time TalkTime The sum of the talk time of sessions which ended with outcome generalCategoryOutcomesLive or generalCategoryOutcomesNonLiveAgent string

Item Label - Long Item Label - Short Description Type
User User The name of the user string
User Description User Desc A description of the user string