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Agent Queue Activation History

Agent Queue Activation History

This log contains data about each agent’s activation and deactivation change history in each queue. It records an entry each time the agent is activated or deactivated from a workgroup with a queue, where the agent is a member of that workgroup.

Queue Activation

CIC administrators, supervisors, and users with the appropriate administrative access controls can optionally activate and deactivate agents on a per queue basis without regard to the agent’s Interaction Center status or state. See "Agent Status Data" this reference for more information on agent status and state. This feature enables authorized agents monitoring multiple queues to deactivate themselves from inactive or lower priority queues in order to monitor busy or high priority queues without changing their status or logging out of the inactive queue. It also enables supervisors and administrators to activate or deactivate other agents, using Interaction Supervisor and Interaction Administrator, in queues without regard to that agent’s status or logged in state. This only works on ACD and Custom workgroup queues.

The activation and deactivation event criteria includes:

  • When an agent activates or deactivates himself or herself via the Workgroup Activation dialog in Interaction Client. This requires that the agent’s user account be given “Activate Self” Access Control in Interaction Administrator.
  • When a supervisor activates or deactivates an agent using Interaction Supervisor. This requires that the supervisor’s user account be given “Activate Others” Access Control in Interaction Administrator.
  • When a user is added or removed from an ACD or Custom workgroup in Interaction Administrator. By default, users are added to workgroups in an Activated state.
  • When an ACD or Custom workgroup is created or deleted in Interaction Administrator. By default, workgroups are created with users in an Activated state.

All ACD agent user accounts that are members of ACD or Custom workgroup queues and which are upgraded from a pre-IC 2.4 system are flagged as Activated when they are imported into IC 2.4.

Physical Attributes

Log Identifier Log Name Table Name

86

Agent Queue Activation History

AgentQueueActivationHist

Column Definitions

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason CX Insights Name CX Insights Type CX Insights Folder Name
UserId nvarchar (50) False Yes

The user name defined in Interaction Administrator for each agent logged into the system and who is a member of an ACD or Custom workgroup queue.

 4.0.106.453 4.0 Release
ActivationDateTime datetime False No

The local date and time an agent was activated or deactivated in a queue. By default, agents are activated or deactivated in the queue in the following conditions:

  1. When an agent is activated or deactivated from the Workgroup Activation dialog in Interaction Client or Interaction Supervisor.
  2. When a user is added or removed from an ACD or Custom workgroup in Interaction Administrator.
  3. When an ACD or Custom workgroup is created or deleted in Interaction Administrator.
 4.0.106.453 4.0 Release
ActivationDateTimeGMT datetime False No

Greenwich Mean Time-based agent activation or deactivation date and time.

 4.0.106.453 4.0 Release
Workgroup nvarchar (50) False Depends on customer usage

The name of each ACD or Custom workgroup queue included in the parameter range.

 4.0.106.453 4.0 Release
ActivationFlag smallint False No

When an agent is activated in a workgroup queue, the value is 1, which appears as Yes in the report. When an agent is deactivated, the value is 0, which appears as No in the Activated column of the report.

 4.0.106.453 4.0 Release
HasQueueFlag smallint False No

Indicates if the named workgroup is defined in Interaction Administrator as a workgroup with a queue. In the current release, only workgroups with a queue can activate and deactivate agents. The value is 1 if the workgroup has a queue, which appears as Yes in the Has Queue? column. Otherwise, the value is 0.

 4.0.106.453 4.0 Release
ActivatedBy nvarchar (50) False Yes

Contains the CIC user name of the person with Access Control who activated or deactivated the User ID from a queue in Interaction Client or Interaction Supervisor. If the change is made from Interaction Administrator, the value is "Administrator" followed by "User Added" or "User Removed", or "Workgroup Added" or "Workgroup Removed".

 4.0.106.453 4.0 Release
SiteId smallint False No

Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.

 4.0.106.453 4.0 Release
SubSiteId smallint False No

Reserved for future use.

 4.0.106.453 4.0 Release
I3TimeStampGMT datetime False No

Timestamp value created at time of data creation used in automated data deletion process.

 4.0.106.453 4.0 Release


Constraints

Primary Key Name Type Column Name (sort order)
PK_AgentQueueActivationHist Non-clustered UserId (Ascending)
SiteId (Ascending)
ActivationDateTimeGMT (Ascending)
Workgroup (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)
IEUser Non-clustered UserId (Ascending)
SiteId (Ascending)
ActivationDateTime (Ascending)
IEWorkgroup Non-clustered Workgroup (Ascending)
SiteId (Ascending)
ActivationDateTime (Ascending)