Type | Group | Name | Description | |
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Filter-only fields | ||||
Duration unit | This filter-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 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, 2022-Q3 | |||
Time | The exact date and time at which the event ended 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 ended. In YYYY-MM-DD format. For example, 2021-07-26. | |||
End bucket | ||||
1 hour | The hour of the day in which the 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 name of the month in which the event ended. For example, July. | |||
Time of day | The time at which the event ended to the nearest minute. In hh:mm format. For example, 19:36. | |||
Year | The year in which the event ended. In YYYY format. For example, 2022. | |||
Event | ||||
Agent ID | The unique identifier for the agent. This is the ID of the agent as defined in User Admin in the VCC admin portal during agent creation. | |||
Category | The middle level of classification of events. For interaction events—where the agent event's Type is 'Interaction'—Category is one of the following values:
For presence events—where the agent event's Type is 'Presence'—Category is one of the following values:
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Duration | The length of the event. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||
Duration (time) | The time that the event lasted 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 (initiated by an external party), Outbound (initiated by an agent to an external party), or Internal (initiated by an agent to another agent). | |||
Interaction ID | The unique identifier for the interaction. | |||
Media manager | The 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:
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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 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, 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 at which the event started, 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 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 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 name of the month in which the event started. For example, July. | |||
Time of day | The time at which the event started to the nearest minute. In hh:mm format. For example, 19:36. | |||
Year | The year in which the event started. In YYYY format. For example, 2022. | |||
Measures | ||||
Count | The number of items included in selected dimensions. | |||
Duration | ||||
Average | The average duration of selected events. Unit is determined by Duration unit. By default, in milliseconds. | |||
Maximum | The duration of the longest selected event. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||
Minimum | The duration of the shortest selected event. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||
Total | The 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 hh:mm:ss format. For example, 01:32:54. | |||
Maximum | The duration of the longest selected event to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||
Minimum | The duration of the shortest selected event to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||
Total | The total duration of selected events to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||
Event duration percentile | ||||
2nd | The time that 2% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||
25th | The time that 25% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||
50th | The 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 time that 75% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||
90th | The time that 90% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||
98th | The time that 98% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds. | |||
Event duration percentile (time) | ||||
2nd | The time that 2% of all selected events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||
25th | The time that 25% of all selected events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||
50th | The time that 50% of all selected events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||
75th | The time that 75% of all selected events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||
90th | The time that 90% of all selected events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||
98th | The time that 98% of all selected events were completed within to the nearest second. In hh:mm:ss format. For example, 01:32:54. | |||
Event end date | ||||
Maximum | The end date and time of the most recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15. | |||
Minimum | The end date and time of the least recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15. | |||
Event start date | ||||
Maximum | The start date and time of the most recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15. | |||
Minimum | The start date and time of the least recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15. |