Agent Status Detail #
The table below shows which fields are available on the Agent Status Detail template.
info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.
Agent Times #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Agent State (agtState) |
The availability state of an agent at a particular time. | ✔ |
| Away Reason (agtAwayReason) |
Away Reason | ✔ |
| Duration (agtEvtDuration) |
The length of time an agent was in a particular state. | ✔ |
| The Next Agent State (nextAgentState) |
The next availability state of an agent at a particular time. | |
| The Previous Agent State (prevAgentState) |
The previous availability state of an agent at a particular time. |
Call Info (Advanced) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Account ID (siteId) |
The ID of the communication system being monitored. | |
| Account Name (siteName) |
The name of the communication system being monitored. |
Call Times #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Start Time (start) |
The time the call or call segment started ringing. | ✔ |
Users / Devices #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Agent Name (agentName) |
The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent. | ✔ |
| Agent Number (agentNum) |
The Agent Number (Presence ID) of the Agent. | ✔ |
| Queue Name (hgName) |
The name of the queue the current call segment was presented from. | ✔ |
| Queue Number (hgNum) |
The number of the queue the current call segment was presented from. | ✔ |
Filter Fields #
This section outlines which filter fields can be used on the Agent Status Detail template.
| Field Name | Description |
|---|---|
| Account ID | The ID of the communication system being monitored. |
| Account Name | The name of the communication system being monitored. |
| Agent Name | The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent. |
| Agent Number | The Agent Number (Presence ID) of the Agent. |
| Agent State | The availability state of an agent at a particular time. |
| Away Reason | Away Reason |
| Duration | The length of time an agent was in a particular state. |
| Queue Name | The name of the queue the current call segment was presented from. |
| Queue Number | The number of the queue the current call segment was presented from. |
| Start Time | The time the call or call segment started ringing. |
| The Next Agent State | The next availability state of an agent at a particular time. |
| The Previous Agent State | The previous availability state of an agent at a particular time. |