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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.