Agents fields
Overview
Agents fields provide descriptive information about agents defined in VCC. You can use these fields when building custom reports or dashboards to filter and analyze agent configurations, skill and group assignments, and account settings.
Agents fields let you report on:
Agent identity and contact details.
Agent license types and permissions.
Group and skill assignments.
WebRTC configuration status.
Available in
Agents fields are available in the following explores:
Agent Events.
Agent Summary.
Conversation Analyzer (if enabled for your account).
Groups.
Interaction Events.
Skills.
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 |
|---|---|
Group name filter | Filter by the name of the group, as defined in User Admin in the VCC admin portal during group creation. |
Skill name filter | Filter by the name of the skill, as defined in User Admin in the VCC admin portal during skill creation. |
Dimensions
Name | Description |
|---|---|
Active | Indicates whether the user is active, either Yes or No. |
The agent's email address as defined in User Admin in the VCC admin portal. | |
Group names list | List of groups that are set for an agent (non-filterable). |
License | The license assigned to the agent in User Admin in the VCC Admin Portal:
If an Admin or Supervisor has been permitted to act as an agent, their license appears as Admin or Supervisor rather than Agent. |
Name | The name of the agent as defined in User Admin in the VCC admin portal during agent creation. |
Phone number | The agent's phone number as defined in User Admin in the VCC admin portal during agent creation. |
Physical location | The agent's physical location as defined in User Admin in the VCC admin portal during agent creation. |
Skill names list | List of skills that are set for an agent (non-filterable). |
Username | The agent's username as defined in User Admin in the VCC admin portal during agent creation. |
WebRTC | Indicates whether WebRTC is enabled for the agent, either true or false. |