Type | Group | Name | Description | |||||
---|---|---|---|---|---|---|---|---|
Filter-only fields | ||||||||
Duration unit | This selects ms/s/min/hours for duration measures.
| |||||||
Dimensions | ||||||||
End | ||||||||
15 Min | The time and date on which the agent event ended to the closest 15 minute period. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15. | |||||||
Date | The date on which the event ended. In YYYY-MM-DD format. For example, 2021-07-31. | |||||||
Month | The month in which the event ended. In YYYY-MM format. For example, 2021-07. | |||||||
Quarter | The quarter in which the event ended. In YYYY-Qx format. For example, 2021-Q3. | |||||||
Time | The exact time and date on which the event ended to the closest second. In YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45. | |||||||
Week | The week in which the event ended. In YYYY-MM-DD format. For example, 2021-07-26. | |||||||
End bucket | ||||||||
1 hour | The hour of the day in which the agent event ended. For example 11. | |||||||
Day of week | The day of the week in which the agent event ended. For example Wednesday. | |||||||
Month (name) | The month of the year in which the agent event ended. For example October. | |||||||
Time of day | The time of day in which the agent event ended. For example 11:05. | |||||||
Year | The year in which the agent event ended. For example 2021. | |||||||
Event | ||||||||
Agent Id | The unique identifier for an agent. This is the ID of the agent as it appears in VCC.
| |||||||
Category | The middle level of classification of events. For interaction events—where Agent Event's Type is Interaction—Category is one of the following values:
For presence events—where Agent Event's Type is Presence—Category is one of the following values:
| |||||||
Duration | The time that the event lasted. By default, the duration is expressed in milliseconds. | |||||||
Duration (time) | The time that the event lasted in [h]:mm:ss format. | |||||||
State | For interaction events, this is the type of event the agent was engaged in on the interaction. For presence events, this is either the event category or a more specific state. | |||||||
Type | The highest level of classification of events—one of Interaction or Presence. | |||||||
Event - interaction | ||||||||
Direction | The direction of the interaction—one of Inbound (a customer called into VCC), Outbound (an agent called a customer), or Internal (an agent called another agent). | |||||||
Media manager | The origin application of the interaction. For example, VCC or VBC. | |||||||
Media type | The means of communication used for the interaction. For example, Phone, Email, or External Work. | |||||||
Reason | The cause of a failed or unexpected interaction event. Only available for interaction events with categories of Failed or Unexpected. For all other events, this is null. Category Reason will be one of the following values:
| |||||||
Status | The processing status of an interaction event—one of Ongoing (the interaction is still being processed), Completed (the interaction has been processed), or InternalError (an error occurred during processing). | |||||||
Event - presence | ||||||||
Eligible for Routing | Indicates whether an inbound interaction can be routed to the agent—one of Yes or No. | |||||||
Name | The lowest level of classification of presence events that describes the presence. This can contain custom presence names. For interaction events, this is always null. For example, 'Lunch break' or 'Out of office'. | |||||||
Start | ||||||||
15 Min | The time and date on which the agent event started to the closest 15 minute period. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15. | |||||||
Date | The date on which the event started. In YYYY-MM-DD format. For example, 2021-07-31. | |||||||
Month | The month in which the event started. In YYYY-MM format. For example, 2021-07. | |||||||
Quarter | The quarter in which the event started. In YYYY-Qx format. For example, 2021-Q3. | |||||||
Time | The exact time and date on which the event started to the closest second. In YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45. | |||||||
Week | The week in which the event started. In YYYY-MM-DD format. For example, 2021-07-26. | |||||||
Year | The year in which the event started. In YYYY format. For example, 2021. | |||||||
Start bucket | ||||||||
1 hour | The hour of the day in which the agent event started. For example 11. | |||||||
Day of week | The day of the week in which the agent event started. For example Wednesday. | |||||||
Month (name) | The month of the year in which the agent event started. For example October. | |||||||
Time of day | The time of day in which the agent event started. For example 11:05. | |||||||
Year | The year in which the agent event started. For example 2021. | |||||||
Measures | ||||||||
Count | The number of events shown by the selected dimensions. | |||||||
Duration | ||||||||
Average | The average duration of events. By default, the average duration is expressed in milliseconds. | |||||||
Maximum | The maximum duration of an event. By default, the max duration is expressed in milliseconds. | |||||||
Minimum | The minimum duration of events. By default, the minimum duration is expressed in milliseconds. | |||||||
Total | The total duration of events. By default, the total duration is expressed in milliseconds. | |||||||
Duration (time) | ||||||||
Average | The average duration of events. In [h]:mm:ss format. | |||||||
Maximum | The maximum duration of an event. In [h]:mm:ss format. | |||||||
Minimum | The minimum duration of an event. In [h]:mm:ss format. | |||||||
Total | The total duration of events. In [h]:mm:ss format. | |||||||
Event duration percentile | ||||||||
2nd | The duration in which 2% of all selected agent event durations occurred. By default, the duration is expressed in milliseconds. | |||||||
25th | The duration in which 25% of all selected agent event durations occurred. By default, the duration is expressed in milliseconds. | |||||||
50th | The duration in which 50% (the median) of all selected agent event durations occurred. By default, the duration is expressed in milliseconds. | |||||||
75th | The duration in which 75% of all selected agent event durations occurred. By default, the duration is expressed in milliseconds. | |||||||
90th | The duration in which 90% of all selected agent event durations occurred. By default, the duration is expressed in milliseconds. | |||||||
98th | The duration in which 90% of all selected agent event durations occurred. By default, the duration is expressed in milliseconds. | |||||||
Event duration percentile (time) | ||||||||
2nd | The duration in which 2% of all selected interaction event durations occurred. In [h]:mm:ss format. | |||||||
25th | The duration in which 25% of all selected interaction event durations occurred. In [h]:mm:ss format. | |||||||
50th | The duration in which 50% (the median) of all selected interaction event durations occurred. In [h]:mm:ss format. | |||||||
75th | The duration in which 75% of all selected interaction event durations occurred. In [h]:mm:ss format. | |||||||
90th | The duration in which 90% of all selected interaction event durations occurred. In [h]:mm:ss format. | |||||||
98th | The duration in which 90% of all selected interaction event durations occurred. In [h]:mm:ss format. | |||||||
Event end date | ||||||||
Maximum | The newest end date time of all selected agent events. For example, 2021-07-31 19:36:45. | |||||||
Minimum | The oldest end date time of all selected agent events. For example, 2021-07-31 10:48:55. | |||||||
Event start date | ||||||||
Maximum | The newest start date time of all selected agent events. For example, 2021-07-31 19:36:45. | |||||||
Minimum | The oldest start date time of all selected agent events. For example, 2021-07-31 10:48:55. |
Page Comparison
Manage space
Manage content
Integrations