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agent_activity

Each row of this table contains a set of data related to a single agent activity. For interaction-handling activities, this data includes some basic aggregates, such as agent’s talk time and hold time. Note that a single agent activity spanning multiple aggregation intervals will be reported separately for each aggregation interval that it spans, and all time-related metrics will count the time within the given interval only. For reporting purposes, time-related metrics of the activities that span multiple intervals can be combined using the activity_id field.

Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that was handled by the agent identified by the login_id field during the given activity.

Column Name	Data Type	Description
id	BINARY (16)	Reserved
pkid	INT	Primary key.
activity_id	BINARY (16)	Unique identifier assigned to the activity. If a single activity lasts through several adjacent aggregation intervals, it will have the same value of activity_id in each of those intervals.
login_id	VARCHAR	Agent login as defined in configuration.
first_name	VARCHAR	Agent first name as defined in configuration.
last_name	VARCHAR	Agent last name as defined in configuration.
team_name	VARCHAR	Name of the team that the agent is assigned to as defined in configuration.
rank	VARCHAR	Agent rank as defined in configuration.
agg_run_id	BINARY (16)	Aggregator run that produced this record.
start_time	DATETIME	Activity start time.
activity	ENUM	Activity type. Possible values: LOGIN, INBOUND_CALL, OUTBOUND_CALL, READY, NOT_READY, LOGOUT, PREVIEW. Note the following: Handling of both preview and predictive campaign calls is reported as activity OUTBOUND_CALL. Only the record preview phase (time before dialing begins) is reported as PREVIEW activity for agents participating in preview campaigns. Time spent doing after-call work is reported as part of INBOUND_CALL and OUTBOUND_CALL activities. Internal calls received by the agent are reported as activity INBOUND_CALL. Internal calls made by the agent are reported as activity OUTBOUND_CALL. Value of the other_party_phone_type field can be used to distinguish between service and internal calls. Handling of a service chat is reported as activity INBOUND_CALL. Handling of an inbound email is reported as activity INBOUND_CALL. Handling of a follow-up or unsolicited email is reported as activity OUTBOUND_CALL. Value of the media_type and/or service_name field can be used to distinguish between interactions of different media types.
duration	BIGINT	Activity duration within the aggregation interval.
detail	VARCHAR	For activity type NOT_READY, specifies the Not Ready reason. For activity type OUTBOUND_CALL, specifies login ID of the called party if the call was made internally and was answered.
pending_time	BIGINT	For activity type INBOUND_CALL, duration of call ringing phase from the moment the call was distributed to this agent and until it was either answered or abandoned. For activity type OUTBOUND_CALL, duration of call dialing phase from the moment the number dialed by the agent was received by the system and until the call was either answered or abandoned
talk_time	BIGINT	Total talk time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval. Does not include hold times.
hold_time	BIGINT	Total hold time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval.
acw_time	BIGINT	After-call work time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval.
service_name	VARCHAR	For activity types INBOUND_CALL and OUTBOUND_CALL, the name of the service associated with the call. Not specified for internal calls. For services of media type chat, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.
origination_number	VARCHAR	For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number from which the call was made.
destination_number	VARCHAR	For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number dialed by the party that initiated the call.
external_number	VARCHAR	For activity type INBOUND_CALL, the access number through which the inbound call entered the system. For activity type OUTBOUND_CALL, the Caller ID assigned to the outbound call.
other_party_phone_type	ENUM	For activity types INBOUND_CALL and OUTBOUND_CALL, location of the remote party on the call. Possible values: INTERNAL, EXTERNAL.
disposition	ENUM	For activity types INBOUND_CALL and OUTBOUND_CALL, specifies how the call-handling activity ended. The term call in the descriptions below indicates that the given value may be applicable to calls and chats. Possible values: CALLER_TERMINATED – call terminated by the party that made the call CALLEE_TERMINATED – call terminated by the party that answered the call REJECTED – the agent rejected the incoming call ABANDONED – for inbound calls, abandoned by the remote party while ringing at the agent desktop; for outbound calls, terminated by the agent before it was answered by the remote party TRANSFERRED – agent transferred the interaction CONFERENCED – call became a conference (the conference phase is reported a separate activity) SYSTEM_DISCONNECTED – call was disconnected by the system CALLER_TRANSFERRED – the remote party transferred the call (i.e., this agent stayed on the call but with another party); the after-transfer part of the call will be reported as the next activity NO_ANSWER – the agent did not accept an incoming interaction REPLIED – agent replied to the email; applies to inbound emails only CLOSED – the agent finished processing of the email without a reply (e.g., the email was a spam or no follow-up was necessary); applies to inbound emails only SERVICE_CHANGED – the agent changed the service associated with the email and continued processing it (the after-service-change phase is reported as the next activity) SAVED – the agent saved an email draft SENT – agent sent the email; applies to outbound emails only DISCARDED – agent discarded an email draft; applies to outbound emails only
agent_disposition_name	VARCHAR	For activity types INBOUND_CALL and OUTBOUND_CALL, the name of the disposition that the agent assigned to the call.
agent_disposition_code	INT	For activity types INBOUND_CALL and OUTBOUND_CALL, the numerical code (if defined) of the disposition that the agent assigned to the call.
agent_disposition_notes	LONGTEXT	For activity types INBOUND_CALL and OUTBOUND_CALL, the text notes that the agent wrote regarding the call.
session_id	BINARY	Agent login session identifier. A new identifier is assigned to each new LOGIN activity. The same identifier is assigned to the corresponding LOGOUT and all READY and NOT_READY activities that happened in between.
media_type	ENUM	For activity types INBOUND_CALL and OUTBOUND_CALL, media type of the interaction that the agent handled during this activity. Possible values: VOICE, CHAT, EMAIL
case_number	VARCHAR	For activity types INBOUND_CALL and OUTBOUND_CALL, number of the case that this interaction is associated with. Currently applies to emails only.
email_completion_time	BIGINT	Email completion time from the moment the email interaction was accepted by the agent or entered his personal queue and until it was completed (including ACW if any) or transferred.
workitem_id	VARCHAR	Identifier of the outbound work item associated with this activity.
call_detail_id	BINARY	Reference to the record in the call_detail table created for the interaction handled by the agent during this activity.
has_screen_recording	BIT	Indication whether agent's screen was recorded during this activity.