Agent Status Data

CIC records Agent status changes in the Agent Activity table. The terms State and Status are not the same in the context of the agent status data. The status is one of the components used to determine agent state, such as Agent Available for ACD or On ACD Call, by the ACD subsystem before assigning an ACD Interaction. Currently, the ACD subsystem that manages agents’ ACD state is the only subsystem that does not log data into the table. For example, an agent on an ACD call can change his or her status and the data will be captured in this table. The agent’s ACD state, such as On ACD Call, is not affected when a status is changed.

Other components that do affect an Agent’s ACD State are captured in the table when an agent changes his or her status. Examples of the components that affect an Agent’s ACD State are Agent Login/Logout and Agent status attributes, such as Status Allow ACD Call or ACD Logged In.

The Agent Activity table captures components of Agents’ ACD States during a Status change, not during an ACD State change. As a result, this table should not be used to derive an agent’s current ACD state, as it might not be correct.

The Agent Activity table tracks the following changes, and a new record is generated when one of these conditions change:

• Agent Login/Logout - usually by starting or ending the Client but can also be done manually over the phone.
• Agent Status - such as After call work, Do Not Disturb, and ACD-Agent not answering. This is also known as the StatusKey in the table.
• ACD Login/Logout attribute - when an ACD agent status is selected/unselected. This indicates the attribute of the status string. If the status is configured in Interaction Administrator with Status Allow ACD Calls, the ACD login flag is set to True. Note that this is really not an ACD login into the workgroup if agent activation is used. ACD login is only applicable to individual workgroup queues. This basically indicates agent is entering or leaving from the status which supports ACD interactions.

Data in the Agent Activity table is not interval-based because there is no set duration for each status. Statuses of zero duration will also be generated by some events such as logging into CIC and logging out of CIC in order to help separate these events from other agent status events. For interval- and queue-based agent statistics, see the tAgent statistics in the interval queue data tables.

Agent Activation is Outside of Agent Status

Agents can optionally be activated and deactivated individually in each workgroup queue independent of the agents' status. This feature enables authorized agents, supervisors and administrators to manually activate or deactivate agents from specific ACD workgroup queues, regardless of the agent’s ACD login status or user status. For more information about agent activation, see the section on "Agent Queue Activation History".

Data Source

The data source is delayed and event driven by change of user state. The previous state is recorded any time a new state is selected or automatically applied.

Type of information

The Type of information includes login indicator, status used, time starting and ending the status, along with the calculated duration in seconds. There are also flags that indicate if the status was an ACD, ACW, or DND status.

Report Types using this data

Agent and Agent Supervisor reports show this information in a detail and summary form.

Agent Statuses

CIC defines agent statuses as the list of user status messages that you can configure in Interaction Administrator. By default these are:

• ACDAgentNotAnswering
• At a Training Session
• At Lunch
• At Play
• Available
• Available, Follow-Me
• Available, Forward
• Available, No ACD
• Away from desk
• Do Not Disturb
• Follow Up
• Gone Home
• In a Meeting
• On Vacation
• Out of the Office
• Out of Town
• Working At Home

It is possible to add additional custom statuses. The attributes associated with a custom status will determine how the system tracks it in the Agent Activity table.

Any status with the Status allows ACD calls box checked affect the ACD login state. The Available status is the only default agent status that affects ACD login/logout. If you select or deselect Available, it affects the agents ACD login state. This is separate from the Interaction Client login state and the agent activation state.

CIC also shows agent status changes when monitoring agents that are not shown in the Agent Activity table, as they are not actual changes of user state. These are usually shown as a change in the icon next to the person’s name being monitored. Examples include: On the Phone, Agent Not Logged In, Agent on ACD Call, and Agent on OtherACD Call.

Note that the current state of the agent is not recorded until the user or system time in that state ends. However, time in a state does not incur indefinitely. The individual states of all the agents defined on a system are written out once a day at midnight to avoid having indefinitely long periods associated with a state. 24 hours should be the longest time recorded for a state

Agent Activity Table

Most often, CIC adds a new row to this table when an agent state changes. However, it is possible for some of the values that determine the state to change rapidly. In order to preserve the uniqueness of each row, CIC uses a sequence number, SeqNo. This SeqNo preserves the state order when multiple state changes for an agent occur in the same second. This value starts at zero and this is the value that you will see in most cases. If there is more than one state change to be reported in a second, the system increments the value by one for each additional state change reported in that second. This means that records are unique by Site, SubSite, UserId, DateTimeGMT, and SeqNo. Nothing else defines the uniqueness of the row. Changes in other values might cause CIC to output a new row, but only these values define unique rows in the database.

Physical Attributes

Log Identifier	Log Name	Table Name
80	Agent Activity Log	AgentActivityLog

Column Definitions

Constraints