Contents

AgentStats Table

The ININ_DIALER_40.AgentStats table keeps track of agent performance. This table is shared by multiple Campaigns. It is in the CIC database, not the Dialer database.

Specifically, AgentStats stores the amount of time that agents spend in "Idle", "Connected", "Wrap Up" and "Do Not Disturb" states. "Connected" time is further broken into stages so that the time an agent spends in each stage of the call is recorded. The stage information in this table is updated when an agent transitions from one stage of a call to another.

AgentStats Schema

The Outbound Dialer Server populates this table as it progresses through the contact list during the course of a campaign.

Column	Details	Description
campaignname	varchar(255), null	The name of the Campaign as defined in Dialer Manager.
siteid	varchar(80), not null	The name of the Outbound Dialer server that the agent was logged on to.
odsoffset	int, not null	The offset of the ODS's time zone from UTC in seconds. This is used to translate the agenttimeUTC field to local time.
agenttimeUTC	datetime, not null	The time when the action described by this record happened.
agentid	varchar(80), not null	The CIC User ID of the agent who processed the call, as it is defined in Interaction Administrator.
stageid	varchar(10), null	Dialer uses this column to categorize non-Dialer call time as inbound or outbound (manually dialed). It populates the stageid column with the identifier 'ND-IN' for inbound non-Dialer calls or the identifier 'ND-MO' for manually-dialed outbound non-Dialer calls. This information is used by the Agent Utilization Summary report to summarize non-Dialer call time by inbound and outbound categories.
callid	varchar(11), null	Numeric ID of this call object. For more information, see the discussion of callid in the Reporting Data Dictionary.
callidkey	varchar(18), null	This internal, site-unique key identifies a call in the system. It is an 18 character alphanumeric strings whose format may change from release to release, though the values will always be unique. This field is not referenced in any report, but can be used by customers to cross-reference Dialer calls with the standard call data stored in the CIC database. For more information, see the discussion of callidkey in the Reporting Data Dictionary.
propertyname	varchar(255), not null	A name that identifies the type of statistic that the record contains. The supported property values are:
		Property	Value
		AdditionalFollowup	Amount of time an agent spends on the Additional Follow Up screen,while using the using the Follow Up Call feature.
		AwaitingCallback	Boolean flag indicating whether a callback was scheduled. This value is used for precisely dialed calls and agent owned callback.
		BreakStart	Name of the campaign for which a break was taken. The AgentTime field specifies when the break began.
		BreakStop	Name of the campaign for which a break was taken. The AgentTime field specifies when the break ended.
		DNDTime	Number of seconds that the agent spent in a Do Not Disturb status (on break for example).
		GlobalLogin	The date and time that an agent was logged into all campaigns available to them, based on their workgroup membership.
		GlobalLogout	The date and time that an agent was logged out of all campaigns they were previously logged into.
		IdleTime	Number of seconds that the agent was idle between two calls.
		Inactive	Agent is logged into Dialer but not active in any campaigns.
		Login	Name of the campaign that an agent was activated in. The agenttimeUTC column specifies when this occurred.
		Logout	Name of the campaign that an agent was deactivated from. The agenttimeUTC field specifies when this occurred.
		ManualOutboundPending	Amount of time between when the manual outbound call is placed from the Additional Follow Up screen and when the call is connected, while using the using the Follow Up Call feature. (Once the call is connected, the stage will transition to StageTime.
		NonDialerCallTime	Number of seconds that the agent spent on a non-Dialer call.
		NotLoggedIn	Agent is not currently logged in to Dialer.
		PreviewTime	Number of seconds that the agent spent previewing the call.
		StageTime	Number of seconds that the call was in the stage identified by the stageid field.
		WrapUpTime	Number of seconds that the agent spent wrapping up a call.
propertyvalue	varchar(255),null	The value of the statistic. All time-based values are expressed in seconds.
		Property	Value
		GlobalLogin	NULL value
		GlobalLogout	The amount of time the agent was loggedin displayed in seconds.