Page Comparison

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• agentId. The agent’s ID, as defined in VCC during agent creation.
• start. A time stamp that indicates when the state started. start is a UTC date and time in ISO 8601 format.
• duration. A length of time, in milliseconds, that indicates exactly how long the agent remained in this state. If the agent is currently in this state, duration is null.
• state. The agent state. The different agent states are:
  • Ready. The agent is not working on any interactions, and is capable of receiving new interactions.
  • ReadyRFO. The agent is not working on any interactions, and cannot be routed new interactions. This corresponds to an agent presence of Ready (Outbound) or Ready (Offline).
  • Away. The agent is temporarily away and is not available to receive new interactions. A state of Away commonly indicates activities such as breaks.
  • ExtendedAway. The agent is away for an extended period of time and is not available to receive new interactions. A state of ExtendedAway commonly indicates activities such as meetings or lunch.
  • LoggedOut. The agent is logged out of ContactPad, and cannot work on interactions or receive new interactions.
  • Busy. The agent is being offered, or is connected to, one or more interactions.
  • Wrap. The agent was in the wrap period at the end of one or more interactions. Wrap time is normally used for post interaction work, such as note taking.
  • Unexpected. The agent (who was available for work) did not answer their phone, or their line is busy on another call.
  • Failed. A Failed activity can occur at any time during an interaction. Possible causes are network congestion, a fault on the line, or configuration issue.
• description. If the agent state is Busy, Wrap, Unexpected, or Failed, description contains the type of interaction associated with the state. Possible values are Live, Semi-Live and Non-Live. If the agent state is Ready, ReadyRFO, Away, ExtendedAway, or LoggedOut, description contains the description name of the agent’s presence. For example, a state of ExtendedAway may have a description of Lunch or Meeting.