Agent events fields

Type	Group	Name	Description
Filter-only fields
		Duration unit	This selects ms/s/min/hours for duration measures. Adding Duration Unit as a dashboard filter allows you to dynamically change duration units.
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: Ringing (also known as Alerting) Ringing indicates when the phone is ringing, or other interaction types (such as chats) are being offered to an agent. Connected The period in which an agent was active on an interaction. Hold time is included with Connected. Wrap The period when an agent is wrapping up an interaction. Unexpected Unexpected indicates that 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 events. Failed Failed indicates that 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 events. For presence events—where Agent Event's Type is Presence—Category is one of the following values: Ready Ready indicates that the agent is online and could potentially handle an interaction, or is handling an interaction. The Eligible for Routing dimension indicates if the agent, whose Presence is Ready, is able to receive inbound interactions. Away Indicates the the agent has selected any away state. ExtendedAway Indicates the the agent has selected any extended away state. LoggedOut Indicates that the agent has clicked to log out—or is logged out by a schedule—from ContactPad. The agent's presence remains LoggedOut until they log back into the platform.
		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: For Failed interaction events (these are most commonly underlying telephony connectivuity problems): NumberUnobtainable. The target number could not be reached. CallRejected. The connection was rejected at some point while trying to connect. CallFailed. Exact cause is undetermined. For Unexpected interaction events: NumberBusy. The agent being called declined the call or is busy on another call (outside VCC). NoAnswer. A Ringing interaction event was never answered, or was rejected, and eventually timed out. NumberUnobtainable. The target number could not be reached, likely due to an incorrect configured phone number CallRejected. The connection was rejected at some point while trying to connect. CallFailed. Exact cause is undetermined. NoAnswer Most of the causes only apply to failed or unexpected calls. However, NoAnswer can be caused by a text or chat interaction that wasn't answered, or was rejected, by the agent.
		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.