vFACT_AGENTACTIVITIES
Definition
Contact Center Agent data about state changes of all channels. Every agent event from the login to the logout including all state changes between creates a new record for every channel.
Data Repository: Agent Activity Record (AAR)
API: Get Agent Activities (REST) /agents/activities
Original field description
This documentation is available from external source: AAR Data Dictionary
b+s specific fields or modifications
| Field name | Type | Description |
|---|---|---|
| channelsPerType | int | Number of channels of each channel type an agent has for this agent session |
| channelsPerUser | int | Total number of channels an agent has for this agent session |
| channelTypeDuration | numeric (38, 12) | totalDuration divided by channelsPerType. This allows to summarize the duration of multiple channels per ChannelType. |
| channelTypesPerUser | int | Total number of channel types an agent has for this agent session |
| direction | varchar(7) | Indicates whether the task is inbound, outbound or outdial |
| stateDuration | bigint | Calculated time from start to end time of an event in milliseconds |
| totalDuration | bigint | Calculated time from start to end time for events that are not running in parallel with other events in milliseconds |
| userDurationPerChannel | numeric (38, 12) | totalDuration divided by channelsPerUser. This allows to summarize the duration of all channels per User. |
| userDurationPerChannelType | numeric (38, 12) | channelTypeDuration divided by channelTypesPerUser. This allows to summarize the duration of all channel types per User. |
note
Surrogate keys (integer) of the datamart are used for tenant (org), user, team, site, date and time fields.