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and date on the agent closest in [h] application of the interaction. For example or VBC interaction eventsCategory will be 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
  • CallFailed. Exact cause is undetermined.
    • calls a text inbound interaction can be routed to the agent—one of Yes or No 2021. and date on closest 2021 events shown by the the average duration is expressed maximum an the max duration is expressed minimum events the minimum duration is expressed the total duration is expressed
    TypeGroupNameDescription
    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.

    Tip

    Adding Duration Unit as a dashboard filter allows you to dynamically change duration units.


    Dimensions

    		End


    		15 Min

    The date and time

    at which

    the event ended, rounded down to the

    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

    in

    on which the

    agent

    event ended.

    For example, Wednesday.

    Tip

    This dimension is commonly used to filter out events over the weekend.




    		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 IdIDThe 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:

    • Ringing Ringing (also known as Alerting)Ringing indicates when the 'alerting'). The phone is ringing, or other interaction types non-call interactions (such as chats) are being offered to an the agent.
    • Connected. The period in which an agent was active on an interaction. Hold time is included with Connectedconnected.
    • Wrap. The period when an agent is wrapping up an interaction.
    • UnexpectedUnexpected indicates that an . An interaction was offered to the agent, but the agent was unable to answer for a reason likely within their control. See Category Reason for causes of Unexpected unexpected events.
    • FailedFailed indicates that an . An interaction was offered to the agent, but the agent was unable to answer for a reason likely outside of their control. See Category Reason for causes of Failed failed events.

    For presence events—where Agent Eventthe agent event's Type is Presence—Category 'Presence'—Category is one of the following values:

    • ReadyReady indicates that the  Ready. The agent is online and could potentially handle an interaction, or is handling an interaction. The Eligible for Routing routing dimension indicates if the agent, whose Presence is Readywho ready, is able to receive inbound interactions.
    • AwayIndicates the the . The agent has selected any away state.
    • ExtendedAwayIndicates the the . The agent has selected any extended away state.
    • LoggedOutIndicates that the . The agent has clicked to log out—or is logged out by a schedule—from ContactPad.  The The agent's presence remains LoggedOut until they log back into the platformContactPad or the VCC admin portal.


    		DurationThe 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

    to the nearest second. In hh:mm:ss format.

    For example, 01:32:54.



    		StateFor 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.


    		TypeThe highest level of classification of events—one of Interaction or Presence.

    		Event - interaction


    		DirectionThe 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 managerThe origin of an interaction—one of VBC, VCC, 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

    events with categories of 'Failed' or 'Unexpected'. For all other

    categories, this is null.

    Reason

    is one of the following values:

    • For
    • failed interaction events (
    • most commonly due to underlying telephony
    • connectivity problems):
        • CallFailed. Exact cause is undetermined.
        • CallRejected. The connection was rejected at some point while trying to connect.
        • NumberUnobtainable. The target number could not be reached.
      • For unexpected interaction events:
        • CallFailed. Exact cause is undetermined.
        • CallRejected. The connection was rejected at some point while trying to connect.
        • NoAnswer. A
        • ringing interaction event was never answered, or was rejected, and eventually timed out. NoAnswer can apply to both calls and other types of interactions—an agent can reject or not answer a text or chat for example.
        • NumberBusy. The agent being called declined the call or was busy on another non-VCC call.
        • NumberUnobtainable. The target number could not be reached, likely due to an incorrect configured phone number
        • .


      Note
      titleNoAnswer
      Most of the causes only apply to failed or unexpected
      call-type interactions. However, NoAnswer can be caused by
      a text or chat interaction that wasn't answered, or was rejected, by the agent.




      		StatusThe 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 RoutingIndicates whether an agent, 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

      that

      , which describes the presence.

      This can contain

      Both default and custom presence names

      . For interaction events, this is always null.

      exist.

      For example,

      '

      Lunch break

      '

      or

      '

      Out of office

      '

      .

      Note
      titleNoAnswer

      For interaction events, Name is always null.



      		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,

      2022-Q3



      		Time

      The exact date and time

      at which the event started to the

      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,

      2022.


      		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

      on which the

      agent

      event started.

      For example, Wednesday.

      Tip

      This dimension is commonly used to filter out events over the weekend.




      		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

      		CountThe number of items included in selected dimensions.

      		Duration


      		AverageThe average duration of selected events. Unit is determined by Duration unit. By default, in milliseconds.


      		MaximumThe duration of the longest selected event. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


      		MinimumThe duration of the shortest selected event. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


      		TotalThe total duration of selected events. Unit is determined by filter-only field Duration unit. By default, in 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

      maximum

      duration of

      an event

      the longest selected event to the nearest second. In

      [h]

      hh:mm:ss format.

      For example, 01:32:54.



      		Minimum

      The

      minimum

      duration of

      an event

      the 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


      		2ndThe 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.


      		25thThe 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.


      		50thThe 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.


      		75thThe 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.


      		90thThe 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.


      		98thThe 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 which

      time 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 which

      time 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 which

      time 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 which

      time 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.