Participation fields
Field | Description |
|---|---|
Name | The 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 Summary | A link to the Vonage Agent Summary record for the related agent. |
Call Summary | A link to the Vonage Call Summary record for the related interaction. |
Interaction Guid | The globally unique ID of the related interaction. |
Channel | The globally unique ID of the agent's connection to the interaction. |
Start | The date and time that the agent started participating in the interaction. |
Duration | The duration of the participation in seconds. |
Activity | The type of activity the agent participated in, for example, Connected, NoAnswer, or BusyInbound. |
Interaction Type | The type of interaction, such as Outbound Call, Inbound Case, or Case. |
Agent Id | The ID of the participating agent. |
Agent | The name of the participating agent. |
Reason | The 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 Time | The ringing time when connecting to the agent, rounded to the nearest second. |
Connected Time | The 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. |
Wrap | The 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 Time | The total working duration; this will be zero if Activity was CallFailed, CallRejected, NumberUnobtainable, NoAnswer, NumberBusy and ConnectionUnavailable. |
Previous Agent Id | The ID of the agent who initiated the consult or transfer to this agent, if applicable. |
Queue | The queue the interaction was delivered from, if any. This will be populated if the Reason was Delivery. |
Skills | The skills which were required on entry to the queue from which this agent received the interaction, if available. |
Holds | The number of holds initiated by this agent during this involvement. |
Hold Time | The total time in seconds that the interaction was put on hold by this agent while they were handling it during this involvement. |
Index | The 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. |
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