Agent events fields

1 Overview
2 Filter-only fields
3 Dimensions
- 3.1 End
- 3.2 End bucket
- 3.3 Event
- 3.4 Event - interaction
- 3.5 Event - presence
- 3.6 Start
- 3.7 Start bucket
4 Measures
- 4.1 Count
- 4.2 Duration
- 4.3 Duration (time)
- 4.4 Event duration percentile
- 4.5 Event duration percentile (time)
- 4.6 Event end date
- 4.7 Event start date

Overview

Agent event fields provide detailed data about individual agent activities and state changes during their shift. You can use these fields when building custom reports or dashboards to analyze agent productivity, availability patterns, interaction handling performance, and presence behavior at the event level.

Agent event fields let you report on:

Agent presence states and availability.
Interaction handling by event (ringing, connected, wrap).
Event durations and timing patterns.
Failed and unexpected interaction events.
Agent productivity and state transitions.

Available in

Agent event fields are available in the Agent Events explore only.

For an explanation of field types (dimensions, measures, and filter-only fields), see Historical Analytics fields page.

For information on using these fields when building reports, see Using Historical Analytics.

Filter-only fields

Name	Description	Default

Name

Description

Default

Duration unit

Sets the unit of measurement for all Duration fields (milliseconds, seconds, minutes, hours, or days).

Adding the Duration unit as a Historical Analytics dashboard filter allows you to dynamically change duration units.

Miliseconds

Dimensions

End

Name	Description	Format	Example

Name	Description	Format	Example
15 min	The date and time at which the event ended to the nearest 15-minute period.	YYYY-MM-DD hh:mm	2021-07-31 19:15
30 min	The date and time at which the event ended to the nearest 30-minute period.	YYYY-MM-DD hh:mm	2021-07-31 19:30
1 hour	The date and time at which the event ended to the nearest hour period.	YYYY-MM-DD hh:mm	2021-07-31 19:00
Date	The date on which the event ended.	YYYY-MM-DD	2021-07-31
Month	The month in which the event ended.	YYYY-MM	2021-07
Quarter	The quarter of the year in which the event ended.	YYYY-Qx	2022-Q3
Time	The exact date and time at which the event ended to the nearest second.	YYYY-MM-DD hh:mm:ss	2021-07-31 19:36:45
Week	The Monday of the week in which the event ended.	YYYY-MM-DD	2021-07-26

End bucket

Name	Description	Example

Name	Description	Example
1 hour	The hour of the day in which the event ended.	11
Day of week	The day of the week on which the event ended. This dimension is commonly used to filter out events over the weekend.	Wednesday
Month (name)	The name of the month in which the event ended.	July
Time of day	The time at which the event ended to the nearest minute.	19:36
Year	The year in which the event ended.	2022

Event

Name	Description

Name	Description
Agent ID	The unique identifier for the agent. This is the ID of the agent as defined in User Admin in the VCC admin portal during agent creation.
Category	The middle level of classification of events. For interaction events (where the agent event's Type is 'Interaction'), Category is one of the following values: Ringing (also known as 'alerting'). The phone is ringing, or non-call interactions (such as chats) are being offered to the agent. Connected. The agent was active on an interaction. Hold time is included with connected. Wrap. The agent is wrapping up an interaction. Unexpected. An interaction was offered to the agent, but the agent was unable to answer for a reason likely within their control. See Reason for causes of unexpected events. Failed. An interaction was offered to the agent, but the agent was unable to answer for a reason likely outside of their control. See Reason for causes of failed events. For presence events (where the agent event's Type is 'Presence'), Category is one of the following values: Ready. The agent is online and could potentially handle an interaction, or is handling an interaction. The Eligible for routing dimension indicates if the ready agent is able to receive inbound interactions. Away. The agent has selected any away state. ExtendedAway. The agent has selected any extended away state. LoggedOut. The agent has clicked to log out (or is logged out by a schedule) from ContactPad. The agent's presence remains LoggedOut until they log back into the ContactPad or the VCC admin portal.
Duration	The length of the event. Unit is determined by the filter-only field Duration unit. By default, in milliseconds.
Duration (time)	The time that the event lasted to the nearest second. In hh:mm:ss format. For example, 01:32:54.
State	For interaction events, this is the type of event the agent was engaged in on the interaction. For presence events, this is either the event category or a more specific state.
Type	The highest level of classification of events, one of Interaction or Presence.

Event - interaction

Name	Description

Name	Description
Direction	How the agent was involved in the interaction. If the agent participated in the interaction multiple times, the activities relating to each participation may have different directions. Direction is one of the following values: Inbound. The agent received the interaction from a queue or a cold transfer. Note that this does not include receiving a callback (see outbound) or receiving a consult (see Internal). Outbound. The agent initiated an outbound interaction with an external participant or received a callback. Internal. The agent received a consult from another agent or initiated an internal interaction with another agent.
Interaction ID	The unique identifier for the interaction.
Media manager	The origin of an interaction (depending on features enabled for the account): VBC, VCC, Salesforce, N/A,
Media type	The means of communication used for the interaction. For example, Phone, Email, or External Work.
Reason	The cause of a failed or unexpected interaction event. Only available for events with categories of 'Failed' or 'Unexpected'. For all other categories, this is null. Reason is one of the following values: For failed interaction events (most commonly due to underlying telephony connectivity problems): CallFailed. The exact cause is undetermined. CallRejected. The connection was rejected at some point while trying to connect. NumberUnobtainable. The target number could not be reached. ConnectionUnavailable. The WebRTC connection was unavailable. For unexpected interaction events: CallFailed. The exact cause is undetermined. CallRejected. The connection was rejected at some point while trying to connect. NoAnswer. A ringing interaction event was never answered, or was rejected, and eventually timed out. NoAnswer can apply to both calls and other types of interactions (an agent can reject or not answer a text or chat, for example). NumberBusy. The agent being called declined the call or was busy on another non-VCC call. NumberUnobtainable. The target number could not be reached, likely due to an incorrect configured phone number. NoAnswer Most of the causes only apply to failed or unexpected call-type interactions. However, NoAnswer can be caused by a text or chat interaction that wasn't answered or was rejected by the agent.
Status	The processing status of an interaction event: Ongoing (the interaction event is still being processed). Completed (the interaction event has been processed). InternalError (an error occurred during processing).

Event - presence

Name	Description

Name	Description
Eligible for Routing	Indicates whether an agent, who is in a Ready presence state, is able to receive inbound interactions at the time of the event, either 'Yes' or 'No'.
Name	The lowest level of classification of presence events, which describes the presence. Both default and custom presence names exist. For example, Lunch break or Out of office. Interaction events For interaction events, Name is always null.

Start

Start time definition

For interaction events, the start time is when the agent entered the event state. For presence events, it is when the agent changed to the presence state. All intervals below are based on this timestamp.

Name	Description	Format	Example

Name	Description	Format	Example
15 min	The date and time at which the event started to the nearest 15-minute period.	YYYY-MM-DD hh:mm	2021-07-31 19:15
30 min	The date and time at which the event started to the nearest 30-minute period.	YYYY-MM-DD hh:mm	2021-07-31 19:30
1 hour	The date and time at which the event started to the nearest hour period.	YYYY-MM-DD hh:mm	2021-07-31 19:00
Date	The date on which the event started.	YYYY-MM-DD	2021-07-31
Month	The month in which the event started.	YYYY-MM	2021-07
Quarter	The quarter of the year in which the event started.	YYYY-Qx	2022-Q3
Time	The exact date and time at which the event started to the nearest second.	YYYY-MM-DD hh:mm:ss	2021-07-31 19:36:45
Week	The Monday of the week in which the event started.	YYYY-MM-DD	2021-07-26
Year	The year in which the event started.	YYYY	2022

Start bucket

Name	Description	Example

Name	Description	Example
1 hour	The hour of the day in which the event started.	11
Day of week	The day of the week on which the event started. This dimension is commonly used to filter out events over the weekend.	Wednesday
Month (name)	The name of the month in which the event started.	July
Time of day	The time at which the event started to the nearest minute.	19:36
Year	The year in which the event started.	2022

Measures

Count

Name	Description

Name	Description
Count	The number of items included in selected dimensions.

Duration

Duration unit

Unit is determined by the filter-only field Duration unit. By default, in milliseconds.

Name	Description	Default	Example

Name	Description	Default	Example
Average	The average duration of selected events.	Milliseconds	125000
Maximum	The duration of the longest selected event.	Milliseconds	500000
Minimum	The duration of the shortest selected event.	Milliseconds	30000
Total	The total duration of selected events.	Milliseconds	1500000

Duration (time)

Name	Description	Format	Example

Name	Description	Format	Example
Average	The average duration of selected events to the nearest second.	hh:mm:ss	01:32:54
Maximum	The duration of the longest selected event to the nearest second.	hh:mm:ss	02:15:30
Minimum	The duration of the shortest selected event to the nearest second.	hh:mm:ss	00:05:12
Total	The total duration of selected events to the nearest second.	hh:mm:ss	10:45:20

Event duration percentile

Duration unit

Unit is determined by the filter-only field Duration unit. By default, in milliseconds.

Name	Description	Default	Example

Name	Description	Default	Example
2nd	The time that 2% of all selected events were completed within.	Milliseconds	15000
25th	The time that 25% of all selected events were completed within.	Milliseconds	60000
50th	The time that 50% of all selected events were completed within.	Milliseconds	120000
75th	The time that 75% of all selected events were completed within.	Milliseconds	180000
90th	The time that 90% of all selected events were completed within.	Milliseconds	240000
98th	The time that 98% of all selected events were completed within.	Milliseconds	300000

Event duration percentile (time)

Name	Description	Format	Example

Name	Description	Format	Example
2nd	The time that 2% of all selected events were completed within to the nearest second.	hh:mm:ss