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FieldDescription
NameThe name of the record. Advanced Reporting and Statistics generates the name on creation. Names begin with 'AP' (agent participation) followed by 10 digits. Participation records are numbered sequentially, in order of creation.
Agent SummaryA link to the Vonage Agent Summary record for the related agent.
Call SummaryA link to the Vonage Call Summary record for the related interaction.
Interaction GuidThe globally unique ID of the related interaction.
ChannelThe globally unique ID of the agent's connection to the interaction.
StartThe date and time that the agent started participating in the interaction.
DurationThe duration of the participation in seconds.
ActivityThe type of activity the agent participated in, for example, Connected, NoAnswer, or BusyInbound.
Interaction TypeThe type of interaction, such as Outbound Call, Inbound Case, or Case.
Agent IdThe ID of the participating agent.
AgentThe name of the participating agent.
ReasonThe reason for the agent's involvement in a call or other interaction. For example, Consult, Transfer, Delivery (from a queue) or Self (the call was initiated by the agent).
Agent Ring TimeThe ringing time when connecting to the agent, rounded to the nearest second.
Connected TimeThe time the agent was busy on this interaction rounded to the nearest second; this will be zero if Activity was CallFailed, CallRejected, NumberUnobtainable, NoAnswer, NumberBusy and ConnectionUnavailable.
WrapThe wrap time in seconds where the agent worked on an interaction; this will be zero if Activity was CallFailed, CallRejected, NumberUnobtainable, NoAnswer, NumberBusy and ConnectionUnavailable.
Handle TimeThe total working duration; this will be zero if Activity was CallFailed, CallRejected, NumberUnobtainable, NoAnswer, NumberBusy and ConnectionUnavailable.
Previous Agent IdThe ID of the agent who initiated the consult or transfer to this agent, if applicable.
QueueThe queue the interaction was delivered from, if any. This will be populated if the Reason was Delivery.
SkillsThe skills which were required on entry to the queue from which this agent received the interaction, if available.
HoldsThe number of holds initiated by this agent during this involvement.
Hold TimeThe total time in seconds that the interaction was put on hold by this agent while they were handling it during this involvement.
IndexThe number of participants in this interaction, starting from 0 with the first participant. If an agent was involved in the interaction multiple times, Index will increase by one each time.