Expand All Collapse All
Agent Activity Log

AgentActivityLog Table

Agent Activity Log

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.

  • Table Type - Historical
  • Last Changed Version - 4.0.106.453
  • Last Changed Reason - 4.0 Release

SQL 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

User identifier of the agent whose status has changed. This is the User ID as defined in Interaction Administrator.

 4.0.106.453 4.0 Release
StatusDateTime datetime False No

The date/time the agent's status started.

 4.0.106.453 4.0 Release
StatusDateTimeGMT datetime False No

StatusDateTime, as previously mentioned, adjusted to Greenwich Mean Time. More accurately, this is "state" Date/Time GMT.

 4.0.106.453 4.0 Release
ChangedStatus smallint False No

Flag indicating that the StatusKey changed in this status as compared to the previous status. 0 = No change, 1 = Changed.

 4.0.106.453 4.0 Release
ChangedStatusGroup smallint False No

Flag indicating that the StatusGroup changed in this status as compared to the previous status. 0 = No change, 1 = Changed.

 4.0.106.453 4.0 Release
ChangedLoggedIn smallint False No

Flag indicating that the agent's CIC logged in state changed in this state as compared to the previous state. 0 = No change, 1 = Changed.

 4.0.106.453 4.0 Release
ChangedAcdLoggedIn smallint False No

Flag indicating that the Agent's ACD logged in state changed in this state as compared to the previous state. 0 = No change, 1 = Changed.

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

The status name associated with this state. Agent statuses are defined as the list of user status messages configured in Interaction Administrator. This database value is not localized, because it would be wrong if a customer were using more than one locale on a server. That is why it is a KEY. The value is localized on the report using the multi-locale support for status messages.

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

The status group of the StatusKey. A status group is any grouping of agent status messages. A status message can only belong to one status group so this value relates directly back to StatusKey.

There are five predefined status groups in CIC: Available, Break, Followup, Training and Unavailable.

Beyond just grouping statuses, status groups provide a way to track specific time in a status as part of the Queue Period statistics information of an agent or distribution queue. See the tStatusGroup columns in the IAgentQueueStats and IWrkgrpQueueStats tables for more information.

It is possible to define your own custom groups. See the online help in Interaction Administrator for more information. It is also possible to make the group to status mapping a one to one mapping. No grouping is actually forced, just encouraged.

 4.0.106.453 4.0 Release
LoggedIn smallint False No

Flag indicating that the agent was logged in to CIC for this state. 0 = False, 1 = True.

 4.0.106.453 4.0 Release
AcdLoggedIn smallint False No

Flag indicating that the StatusKey of this status allowed the agent to take ACD interactions. 0 = False, 1 = True.

 4.0.106.453 4.0 Release
StatusDnd smallint False No

Flag indicating that the StatusKey of this state was a Do Not Disturb status. 0 = False, 1 = True.

 4.0.106.453 4.0 Release
StatusAcw smallint False No

Flag indicating that the StatusKey of this state was an After Call Work status. 0 = False, 1 = True.

 4.0.106.453 4.0 Release
EndDateTime datetime False No

The end date/time of this state. The end of the state is signaled by some change of state that would change one of the values recorded in this log. That could be a change of StatusKey, LoggedIn, AcdLoggedIn, StatusDND or StatusAcw. It is possible that more than one of these was changed, or that only one of these has changed.

 4.0.106.453 4.0 Release
EndDateTimeGMT datetime False No

End date/time (see EndDateTime) adjusted to Greenwich Mean Time.

 4.0.106.453 4.0 Release
StateDuration int False No

Duration, in seconds, the previous status was active. The agent's current state duration will not be logged until their status has been changed.

 4.0.106.453 4.0 Release
SeqNo smallint False No

Sequencing number to preserve the status change order when status changes for a user occurred in the same second. This value starts at zero and zero is the value that will be seen in most cases. If there is more than one status change to be reported in a second, the value will be incremented by one for each additional status change reported in that second.

 4.0.106.453 4.0 Release
I3TimeStampGMT datetime False No

System supplied date and time when record was sent to the IC Logging server for insertion into the database.

 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

Currently not used. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use

 4.0.106.453 4.0 Release

SQL Constraints

Primary Key Name Type Column Name (sort order)
PK_AgentActivityLog Non-clustered UserId (Ascending)
SiteId (Ascending)
StatusDateTimeGMT (Ascending)
EndDateTimeGMT (Ascending)
SeqNo (Ascending)


Index Name Type Column Name (sort order)
I3TimeStampGMT Clustered I3TimeStampGMT (Ascending)
SiteId (Ascending)
IX_StatusDateTime Non-clustered StatusDateTime (Ascending)