Agent events fields


TypeGroupNameDescription
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.

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, 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.

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



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 IDThe 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:

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

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

  •  Ready. The agent is online and could potentially handle an interaction, or is handling an interaction. The Eligible for routing dimension indicates if the agent, who ready, is able to receive inbound interactions.
  • Away. The agent has selected any away state.
  • ExtendedAway. The agent has selected any extended away state.
  • LoggedOut. 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 ContactPad or the VCC admin portal.


DurationThe 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.



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 (initiated by an external party), Outbound (initiated by an agent to an external party), or Internal (initiated by an agent 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.


NoAnswer

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, which describes the presence. Both default and custom presence names exist.

For example, Lunch break or Out of office.

NoAnswer

For interaction events, Name is always null.


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.

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



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

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 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


2ndThe time that 2% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


25thThe time that 25% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


50thThe time that 50% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


75thThe time that 75% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


90thThe time that 90% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.


98thThe 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.