Working with Participation records
Participation records contain statistics about agents' participations in an interaction. Each participation record represents one agent participation; an agent can participate multiple times in one interaction, resulting in multiple participation records.
A participation record is a child of a Vonage Agent Summary record and a Vonage Call Summary record.
- A Vonage Agent Summary record can have many child participation records, representing all the agent's participations in interactions in the applicable day.
- A Vonage Call Summary record can have many child participation records, representing multiple participations by one or many agents.
- (Conversely, only one Vonage Agent summary record—representing the last agent participating in an interaction—can be related to a Vonage Call Summary record for the interaction.)
How do I access Participation records?
Participation records appear in the related lists sections of Vonage Agent Summary and Vonage Call Summary records. To view Participation records, open a Vonage Agent Summary or Vonage Call Summary record and go to the related lists section.
A Vonage Agent Summary record's related participations list contains all the agent's participations in various interactions for the applicable day.
A Vonage Call Summary record's related participations list contains all agent participations in that interaction.
What does the information mean?
In the following example, Vonage Agent Summary ASR-0000017936 contains the following related lists:
- Vonage Call Summaries. There are 6 related Vonage Call Summary records. These records represent and contain statistics about interactions that agent 110 was the last agent to handle. Agent 110 was the last agent on 6 interactions on 05/01/2022.
- Participations. Participations represent and contain statistics about every time agent 110 participated with any interaction. An agent can participate multiple times with one interaction; each participation will result in one record so the agent may have multiple records related to the same interaction. There are more than 6 related Participation records meaning that agent 110 participated with more than just the interactions that there are Vonage Call Summary records for, or participated multiple times on one or more interactions.
An individual Participation record contains statistics about the agent's activity in an interaction.
In the following example, agent 110 was Busy Outbound on an Outbound Call for 97 seconds. The record contains links to both the Vonage Agent Summary record which shows all agent 110's activity for 05/01/2022, and the Vonage Call Summary record which shows statistics about the interaction agent 110 participated in.
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