Reporting Data
Agent Timescale
From V10.7.1275 - Available within Softdial Reporter™ 5 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:
Agent
| Item Label - Long |
Item Label - Short |
Description |
Type |
| Agent ID
|
agentUuid
|
The unique id for the agent identified in the AN parameter |
string
|
Agent Session
| Item Label - Long |
Item Label - Short |
Description |
Type |
| Agent Session ID
|
Session
|
The unique session ID |
string
|
Availability
| Item Label - Long |
Item Label - Short |
Description |
Type |
| Last Went Available - Event
|
Avail TS
|
The timestamp when the agent last went available |
date
|
Break
| 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
|
Campaign
| Item Label - Long |
Item Label - Short |
Description |
Type |
| Campaign
|
Campgn
|
The name of the campaign |
string
|
Endpoint
| 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
|
Logged In
| Item Label - Long |
Item Label - Short |
Description |
Type |
| Logged In - Event
|
LogIn TS
|
The timestamp when the agent logged in for current session |
date
|
Queue
| Item Label - Long |
Item Label - Short |
Description |
Type |
| Queue
|
Queue
|
The queue name |
string
|
Session
| Item Label - Long |
Item Label - Short |
Description |
Type |
| Session
|
Session
|
The session ID (if active on a session) |
string
|
Telephone Number
| Item Label - Long |
Item Label - Short |
Description |
Type |
| Telephone Number
|
Tel No
|
The telephone number (if active on a session) |
string
|
Timestamp
| 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
|
Talk Time
| 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
|
User
| 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
|