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Interval Agent Status Fact Table

AgentStatus Table

Interval Agent Status Fact Table

The fact table for the interval agent status. This comprises agent queue status data for the IAgentQueueStats view. See IAgentQueueStats for further information.

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

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
StatisticsSet int False No

A unique identifier representing this row.

 4.0.106.453 4.0 Release
tAgentStatusDnd int False No

Sum of the time, in seconds, the agent was in a Do Not Disturb status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value can differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

 4.0.106.453 4.0 Release
tAgentStatusAcw int False No

Sum of the time, in seconds, the agent was in an After call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value can differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

 4.0.106.453 4.0 Release
tStatusGroupFollowup int False No

Sum of the time, in seconds, the agent was in any status that belongs to the status group Followup.

A status group is any grouping of agent status messages. There are five predefined 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 interval information of an agent or distribution queue. See the StatusGroup column in the AgentActivityLog table 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.

Note: For the IAgentQueueStats view, the tStatusGroupFollowup column will always be 0 (zero) in the workgroup row, and the value is populated only for the workgroup summary row.

 4.0.106.453 4.0 Release
tStatusGroupBreak int False No

Sum of time, in seconds, the agent was in any status that belongs to the status group Break. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupBreak column will always be 0 (zero) in the workgroup summary row.

 4.0.106.453 4.0 Release
tStatusGroupTraining int False No

Sum of time, in seconds, the agent was in any status that belongs to the status group Training. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupTraining column will always be 0 (zero) in the workgroup summary row.

 4.0.106.453 4.0 Release
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
StatisticsSet number False No

A unique identifier representing this row.

 4.0.106.453 4.0 Release
tAgentStatusDnd number False No

Sum of the time, in seconds, the agent was in a Do Not Disturb status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value can differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

 4.0.106.453 4.0 Release
tAgentStatusAcw number False No

Sum of the time, in seconds, the agent was in an After call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value can differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

 4.0.106.453 4.0 Release
tStatusGroupFollowup number False No

Sum of the time, in seconds, the agent was in any status that belongs to the status group Followup.

A status group is any grouping of agent status messages. There are five predefined 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 interval information of an agent or distribution queue. See the StatusGroup column in the AgentActivityLog table 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.

Note: For the IAgentQueueStats view, the tStatusGroupFollowup column will always be 0 (zero) in the workgroup row, and the value is populated only for the workgroup summary row.

 4.0.106.453 4.0 Release
tStatusGroupBreak number False No

Sum of time, in seconds, the agent was in any status that belongs to the status group Break. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupBreak column will always be 0 (zero) in the workgroup summary row.

 4.0.106.453 4.0 Release
tStatusGroupTraining number False No

Sum of time, in seconds, the agent was in any status that belongs to the status group Training. See tStatusGroupFollowup for more information.

Note: For the IAgentQueueStats view, the tStatusGroupTraining column will always be 0 (zero) in the workgroup summary row.

 4.0.106.453 4.0 Release

Constraints

Primary Key Name Type Column Name (sort order)
PK_AgentStatus Clustered StatisticsSet (Ascending)

Primary Key Name Column Name (sort order)
pk_agentstatus_ss StatisticsSet (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_AgentStatus_StatSet StatisticsSet StatProfile StatisticsSet Yes

Foreign Key Name Column Reference Table Reference Column Indexed
fk_agentstatus_ss StatisticsSet StatProfile StatisticsSet Yes