CONTACT Agent Activity Data Source
A record is written to the CONTACT Agent Activity data source whenever an agent's status changes.
The illustration below shows the two records that are generated for the two status changes that occur when an agent answers a ringing phone and then puts the call on hold. It shows how the main data export fields Status, Status Start Date and Time, Status Duration, Status Change Date and Time, and Next Status relate to the status changes.
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Agent phone rings at 12:20:50 for 10 seconds |
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Agent answers call at 12:21:00 |
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Agent puts call on hold at 12:23:00 |
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Agent status 1 |
Agent |
Agent status 2 |
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Agent |
Agent status 3 |
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First record (data export fields) |
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Incoming call ringing |
14-06-2020 12:20:50 |
10 secs |
14-06-2020 2:21:00 |
Inbound |
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Second record (data export fields) |
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Inbound |
14-06-2020 12:21:00 |
2 mins |
14-06-2020 12:23:00 |
Inbound |
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Incoming call ringing
Inbound
Hold
An agent can be in any of the following statuses (some statuses have sub-statuses):
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Status ID |
Sub Status ID |
Status |
Meaning |
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0 |
0 |
Status Unavailable |
The agent's status was not set. |
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1 |
0 |
Logged Off |
The agent was not logged in to a phone. |
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2 |
0 |
Available |
The agent was available to handle contacts. For an agent who was paired with an IPath soft phone or who was using storm DTA Web iPath, Active or Active On iPath is shown instead. |
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1 or greater |
[custom available statuses] |
The agent placed themself in a custom available status. The description of the status may have originated from storm or an external application (such as Skype for Business). |
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3
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0 |
Incoming Call Setup |
The call was detected by storm and the phone was about to ring. |
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1 |
Outgoing Call Setup |
The agent was dialling an outgoing call. |
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2 |
Incoming Call Ringback |
The agent's phone was ringing. |
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3 |
Preview |
An agent was previewing a storm OUTBOUND dialler record. |
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4
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0 |
Inbound |
The agent was on an incoming call (see the first note below this table). |
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1 |
Inbound Hold |
The agent put the caller on hold during an incoming call. |
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5
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0 |
Outbound |
The agent was in an internal or external outgoing call |
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1 |
Outbound Hold |
The agent had put the caller on hold during a manual outgoing call. |
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2 |
Dial |
The agent was in an OUTBOUND dialler call. |
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3 |
Dial Hold |
The agent put the caller on hold during an OUTBOUND dialler call. |
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6 |
0 |
Wrapup |
The agent entered Wrap-up at the end of an interaction. |
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7
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0
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Unavailable |
The agent marked themself as 'Unavailable'. |
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Available - Internal Only |
The agent marked themself as 'Available - Internal Only' indicated that they were able to take internal calls only. |
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Available - Direct Only |
The agent marked themself as 'Available - Direct Only' indicated that they were able to take direct calls only. |
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DTA Not Ready |
The agent did not mark themself as available in the agent desktop (storm DTA) but were required to do so to handle contacts. |
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1 |
Unavailable |
The agent marked themself as unavailable. This sub status is used solely by the iPath soft phone to indicate 'Comfort Break'. |
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2 |
Unavailable |
The agent marked themself as unavailable. This sub status is used solely by the iPath soft phone to indicate 'Do Not Disturb'. |
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3 or greater |
[custom unavailable statuses] |
The agent placed themself in a custom unavailable status. The description of the status may have originated from storm or an external application (such as Skype for Business). |
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8 |
0 |
Reserved |
The agent was marked as reserved so that they could receive calls to a particular service only (special configuration). |
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9 |
0 |
SMS Setup |
The agent was presented with an SMS message. |
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10 |
0 |
SMS |
The agent handled an SMS message. |
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11 |
0 |
Email Setup |
The agent was presented with an email. |
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12 |
0 |
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The agent handled an email. |
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13 |
0 |
IM Setup |
The agent was presented with a web chat request. |
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14 |
0 |
IM |
The agent handled a web chat session. |
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17
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1 |
Twitter (legacy) (Public) Setup |
The agent was presented with a Public Twitter (legacy) message. |
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2 |
Facebook (legacy) (Public) Setup |
The agent was presented with a Public Facebook (legacy) message. |
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4 |
Viber Setup |
The agent was presented with a Viber message. |
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5 |
Trustpilot Setup |
The agent was presented with a Trustpilot message. |
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6 |
Twitter DM Setup |
The agent was presented with a Twitter Direct Message. |
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7 |
Facebook DM (Messenger) Setup |
The agent was presented with a Facebook Messenger message. |
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8 |
Whatsapp Setup |
The agent was presented with a WhatsApp message. |
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9 |
LINE Setup |
The agent was presented with a LINE message. |
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10 |
Chat Setup |
The agent was presented with a Web Chat message. |
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11 |
Instagram (Direct) Setup |
The agent was presented with an Instagram Direct Message. |
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12 |
Instagram (Public) Setup |
The agent was presented with an Instagram public message. |
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13 |
Facebook (Public) Setup |
The agent was presented with a Facebook public message. |
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18 |
1 |
Twitter (legacy) (Public) |
The agent handled a Public Twitter (legacy) message. |
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2 |
Facebook (legacy) (Public) |
The agent handled a Public Facebook (legacy) message. |
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4 |
Viber |
The agent handled a Viber message. |
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5 |
Trustpilot |
The agent handled a Trustpilot message. |
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6 |
Twitter DM |
The agent handled a Twitter Direct Message. |
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7 |
Facebook DM (Messenger) |
The agent handled a Facebook Messenger message. |
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8 |
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The agent handled a WhatsApp message. |
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9 |
LINE |
The agent handled a LINE message. |
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10 |
Chat |
The agent handled a Web Chat message. |
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11 |
Instagram (Direct) |
The agent handled an Instagram Direct Message. |
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12 |
Instagram (Public) |
The agent handled an Instagram public message. |
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13 |
Facebook (Public) |
The agent handled a Facebook public message. |
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19
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1 and 2 |
Deprecated |
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20
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1 and 2 |
Deprecated |
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Note: in a data export report, you may see a record showing an agent who changed from the 'Inbound' status to another occurrence of the 'Inbound' status. The first is for when the agent answered the call (typically less than a second) and the second is for when the agent connected to the caller.
Note: during a DTA-initiated outgoing call, the agent's status first enters the Outbound Call Setup status when their device rings (default behaviour).
The data record is written to various data fields, which you can include in your Data Export reports.
You can use status changes to build useful agent activity metrics. For example, a status change from Inbound Call Setup to Inbound indicates the transition of a ringing phone to an agent connected to the caller. This is effectively an 'answered incoming call' metric.
Explore Further
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Section |
Description |
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Provides a detailed description of each data export field in this data source and shows how the field is populated for the different parts on an interaction. There is a topic for each data export field. The information will help you to interpret and build data export report. Each topic in this section also indicates whether the data export report supports a filter, a dimension, or both. Knowing that a data export field supports a filter means that you can design metrics to include or exclude values reported the field. Knowing that a data export field supports a dimension means that you can break down metric values in a custom report on the basis of values reported in the field. |
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Provides a detailed description of the standard metrics in this data source. You use metrics to create Custom Historical Reports. |