A unique identifier representing this row.

The time, in seconds, that the agent was logged in to the client. This time is divided between the agent's statuses in tAgentOnAcdCall, tAgentOnOtherAcdCal, tAgentInAcw, tAgentOnNonAcdCall, tAgentAvailable, tAgentDnd, and tAgentNotAvailable.

The values in these status fields are adjusted up or down so their sum equals tAgentLoggedIn. Because rounding differences can cause loss of seconds whenever one time is summed as parts broken down by seconds, rounded values are adjusted to insure there is no difference in the sum.

Sum of time, in seconds, agents were in an available status, whether or not the agent is activated. This column relates specifically to the agent and not the interaction type, meaning it is not limited to ACD-available statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

Sum of the time, in seconds, agents were working on interactions (ACD and non-ACD) for queues other this one.

Sum of the time in seconds the agent was working on ACD connected interactions for the workgroup

Sum of the time in seconds the agent was working on ACD connected interactions for other workgroups

Sum of the time, in seconds, agents were in an 'After call Work' state.

Note tAgentInAcw is for the Workgroup and User rows of statistics that are associated with tACW, and will include the tACW time. For other rows, tACW will not be included in tAgentInAcw, but instead will be counted as ACD time of another Workgroup and be in tAgentOnOtherAcdCall and tAgentOtherBusy. For non-ACW time, manual follow-up not associated with an ACD interaction, the time in a follow-up status will be included in tAgentInAcw and tAgentStatusACW.

Sum of the time, in seconds, agents were working on non-ACD interactions.

Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDnd is one of a group of values which might correlate to tAgentLoggedIn time. It is driven by the combination of ACD availability and client status.

Sum of the time, in seconds, agents were not available to take ACD interactions, but were logged in to the system.

Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the 'Status allows ACD calls' box checked. By default, only the Available status has this box checked. All three conditions of the agent must be met to count toward tAgentAcdLoggedIn time: 1. Agent must be logged in; 2. Agent must be in a status that has Status Allows ACD calls selected; 3. Agent must be activated in the workgroup queue. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls. Note: If given permission in IA, an agent can change his or her workgroup status in CIC clients, affecting individual workgroup totals.

This statistic can be used to track Idle Time.

Same as tAgentAcdLoggedIn but the agent's status has no effect to this statistic.

Sum of the time, in seconds, agents were 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 may 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.

Sum of the time, in seconds, agents were 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 may 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.

The diluted logged in time, in seconds, for agents who are members of this queue. Calculated by dividing the time the agents were logged in by the number of queues the agents were a member of. For example, if this queue has 10 agents who were only members of this queue and were logged in for 1800 seconds, the value would be 18000. If 5 of these agents became members of a second queue and were logged in for the same amount of time to the second queue, the value would be 900 x 5 which is 4500 plus 9000 (for the 5 agents who were not a member of any other queue) for a total of 13500.

Sum of time, in seconds, agents were 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.

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

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