FACT_AGENT_STATE_DURATION
Definition
Agent state times incl. the duration of max. 20 configurable NotReadyReasonCode categories on a historical interval basis per agent and media.
Which existing ReasonCodes corresponds to those categories here can be configured in the table "t_Reason_Code_Mapping".
Main data sources: Agent_Interval and Agent_Event_Detail
Field description
| Field name | Type | Description |
|---|---|---|
| ActiveTime | int | Active time in seconds which agents are busy with any tasks (LoginTime - NotReadyTime - AvailTime) |
| AgentID | int | ID of agent |
| AvailableMRDTime | int | Time in seconds which agents are ready to receive a task of this medium. All this conditions must be true: Ready, no active non-interruptible task of another media, max. task-limit not reached. |
| AvailTime | int | Time in seconds which the agents are without activity in the "Available" status and are waiting for calls |
| BusinessUnitID | int | ID of the assigned business unit (highest level of hierarchy) |
| DateTime | datetime | Date and start time of the interval sum |
| FirstLoginDateTime | datetime | Date and time of the first login into the system for this interval (empty if there was no login in this interval) |
| LastLogoutDateTime | datetime | Date and time of the last logout from the system for this interval (empty if there was no logout in this interval) |
| LocationID | int | ID of the assigned geo-location |
| LoginTime | int | Login time of the agent in seconds |
| MediaID | int | ID of the medium for which the agent has logged in (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) |
| NotReadyProductiveTime | int | Time in seconds which the agents are NotReady for productive NotReadyReasonCode categories |
| NotReadyTime | int | Time in seconds which the agents are without activity in the "Not Ready" status (ReasonTime_0 to 20) |
| OrgUnitID | int | ID of the assigned organisational unit (normaly the organisation within a business unit) |
| ReadyTime | int | Time in seconds which the agents are logged on and not beeing into the NotReady state (LoginTime - NotReadyTime) |
| ReasonTime_0 | int | Time in seconds which agents are NotReady without NotReadyReasonCode or where no code has been mapped. |
| ReasonTime_1 | int | Time in seconds which agents are NotReady with NotReadyReasonCode category [1] |
| ReasonTime_2 - 19 | int | Identical datafield for NotReadyReasonCode categories [2]-[19] |
| ReasonTime_20 | int | Time in seconds which agents are NotReady with NotReadyReasonCode category [20] |