Type | Group | Name | Description | |||||||||||||||||||||
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Filter-only fields | ||||||||||||||||||||||||
Duration unit | This selects ms/s/min/hours for duration measuresfilter-only field defines the duration unit—milliseconds, seconds, minutes, hours, days—for duration measures. By default, this is milliseconds.
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Dimensions | ||||||||||||||||||||||||
End | ||||||||||||||||||||||||
15 Min | The date and time | and date on at which | the agent the event ended, rounded down to the | closest nearest 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 of the year in which the event ended. In YYYY-Qx format. For example, 20212022-Q3. | |||||||||||||||||||||||
Time | The exact date and time and date on at which the event ended to the closest nearest second. In YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45. | |||||||||||||||||||||||
Week | The Monday of 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 on which the event ended. For example, Wednesday.
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Month (name) | The month name of the year month in which the agent event ended. For example October, July. | |||||||||||||||||||||||
Time of day | The time of day in at which the agent event ended to the nearest minute. In hh:mm format. For example 11, 19:0536. | |||||||||||||||||||||||
Year | The year in which the agent event ended. In YYYY format. For example 2021, 2022. | |||||||||||||||||||||||
Event | ||||||||||||||||||||||||
Agent IdID | The unique identifier for an the agent. This is the ID of the agent as it appears in VCCdefined in User Admin in the VCC admin portal during agent creation. | |||||||||||||||||||||||
Category | The middle level of classification of events. For interaction events—where Agent Eventthe agent event's Type is Interaction—Category 'Interaction'—Category is one of the following values:
For presence events—where Agent Eventthe agent event's Type is Presence—Category 'Presence'—Category is one of the following values:
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Duration | The time that length of the event lasted. Unit is determined by filter-only field Duration unit. By default, the duration is expressed in milliseconds. | |||||||||||||||||||||||
Duration (time) | The time that the event lasted | in [h]to the nearest second. In hh:mm:ss format. For example, 01:32:54. | ||||||||||||||||||||||
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 VCCinitiated by an external party), Outbound (initiated by an agent called a customerto an external party), or Internal (initiated by an agent called to another agent). | |||||||||||||||||||||||
Media manager | The origin | application of the interaction. For exampleof an interaction—one of VBC, VCC | or VBC, Salesforce, or SkypeForBusiness (depending on features enabled for the account). | |||||||||||||||||||||
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 | eventscategories, this is null. | Category Reason | will be is one of the following values:
| Failed
| these are
| connectivuity
| NumberUnobtainable. The target number could not be reachedNumberBusy. The agent being called declined the call or is busy on another call (outside VCC).
| For Unexpected interaction events:
| Ringing
| CallRejected. The connection was rejected at some point while trying to connect
|
| calls
| a text
| |||||||||
Status | The processing status of an interaction event—one of Ongoing (the interaction event is still being processed), Completed (the interaction event 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 Noagent, who is in a Ready presence state, is able to receive inbound interactions at the time of the event—either 'Yes' or 'No'. | ||||||||||||||||||||||
Name | The lowest level of classification of presence events , which describes the presence. Both default and custom presence names exist. For example, Lunch break or Out of office .
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Start | ||||||||||||||||||||||||
15 Min | The date and time and date on at which the agent the event started, rounded down to the closest nearest 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 of the year in which the event started. In YYYY-Qx format. For example, | 20212022-Q3 | .||||||||||||||||||||||
Time | The exact date and time | and date on at which the event started to the | closest nearest second. In YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45. | |||||||||||||||||||||
Week | The Monday of 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, | 20212022. | ||||||||||||||||||||||
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 on which the event started. For example, Wednesday.
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Month (name) | The month name of the year month in which the agent event started. For example October, July. | |||||||||||||||||||||||
Time of day | The time of day in at which the agent event started to the nearest minute. In hh:mm format. For example 11, 19:0536. | |||||||||||||||||||||||
Year | The year in which the agent event started. In YYYY format. For example 2021, 2022. | |||||||||||||||||||||||
Measures | ||||||||||||||||||||||||
Count | The number of | events shown by theitems included in selected dimensions. | ||||||||||||||||||||||
Duration | ||||||||||||||||||||||||
Average | The average duration of selected events. Unit is determined by Duration unit. By default, | the average duration is expressedin milliseconds. | ||||||||||||||||||||||
Maximum | The | maximumduration of | anthe longest selected event. Unit is determined by filter-only field Duration unit. By default, | the max duration is expressedin milliseconds. | ||||||||||||||||||||
Minimum | The | minimumduration of | eventsthe shortest selected event. Unit is determined by filter-only field Duration unit. By default, | the minimum duration is expressedin milliseconds. | ||||||||||||||||||||
Total | The total duration of selected events. Unit is determined by filter-only field Duration unit. By default, | the total duration is expressedin milliseconds. | ||||||||||||||||||||||
Duration (time) | ||||||||||||||||||||||||
Average | The average duration of selected events to the nearest second. In [h]hh:mm:ss format. For example, 01:32:54. | |||||||||||||||||||||||
Maximum | The maximumduration of an eventthe longest selected event to the nearest second. In [h]hh:mm:ss format. For example, 01:32:54. | |||||||||||||||||||||||
Minimum | The minimumduration of an eventthe shortest selected event to the nearest second. In [h]hh:mm:ss format. For example, 01:32:54. | |||||||||||||||||||||||
Total | The total duration of selected events to the nearest second. In [h]hh:mm:ss format. For example, 01:32:54. | |||||||||||||||||||||||
Event duration percentile | ||||||||||||||||||||||||
2nd | The duration in which time that 2% of all selected agent event durations occurred. By default, the duration is expressed events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||||||||||||||||||||||
25th | The duration in which time that 25% of all selected agent event durations occurred. By default, the duration is expressed events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||||||||||||||||||||||
50th | The duration in which 50% (the median) of all selected agent event durations occurred. By default, the duration is expressed time that 50% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||||||||||||||||||||||
75th | The duration in which time that 75% of all selected agent event durations occurred. By default, the duration is expressed events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||||||||||||||||||||||
90th | The duration in which time that 90% of all selected agent event durations occurred. By default, the duration is expressed events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||||||||||||||||||||||
98th | The duration in which 90% time that 98% of all selected agent event durations occurred. By default, the duration is expressed events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||||||||||||||||||||||
Event duration percentile (time) | ||||||||||||||||||||||||
2nd | The duration in whichtime that 2% of all selected interaction event durations occurred. In [h]events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||||||||||||||||||||||
25th | The duration in whichtime that 25% of all selected interaction event durations occurred. In [h]events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||||||||||||||||||||||
50th | The duration in which 50% (the median)time that 50% of all selected interaction event durations occurred. In [h]events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||||||||||||||||||||||
75th | The duration in whichtime that 75% of all selected interaction event durations occurred. In [h]events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||||||||||||||||||||||
90th | The duration in whichtime that 90% of all selected interaction event durations occurred. In [h]events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||||||||||||||||||||||
98th | The duration in which 90%time that 98% of all selected interaction event durations occurred. In [h]events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||||||||||||||||||||||
Event end date | ||||||||||||||||||||||||
Maximum | The newest end date and time of all selected agent eventsthe most recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:36:4515. | |||||||||||||||||||||||
Minimum | The oldest end date and time of all selected agent eventsthe least recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 1019:48:5515. | |||||||||||||||||||||||
Event start date | ||||||||||||||||||||||||
Maximum | The newest start date and time of all selected agent eventsthe most recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:36:4515. | |||||||||||||||||||||||
Minimum | The oldest start date and time of all selected agent eventsthe least recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 1019:48:5515. |
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