Real-time agent metrics

Source field name CDM field name CDM key Type Description
AgentFirstName agent_first_name   Text The agent’s first name.
AgentId agent_id Y Text A unique number to identify an agent.
AgentLastName agent_last_name   Text The agent’s last name.
AnsweringApplication answering_application   Text The unique number to identify an application.
AnsweringCDN answering_cdn   Text A special directory number that allows incoming calls to be queued at a CDN when they arrive at the switch. Includes AnsweringCDN_Low and AnsweringCDN_High.
AnsweringDNIS answering_dnis   Text The phone number dialed by the incoming caller. Includes AnsweringDNIS_Low and AnsweringDNIS_High.
AnsweringSkillset answering_skillset   Text The ID of a skillset for which this agent is currently answering a skillset call.
current time interval_epoch   Number The current time.
DNInCallAnswered dn_in_calls_answered   Text The number of DN calls answered by an agent.
DNInTimeInState dn_in_time_in_state   Text The length of time an agent has been in the DN IN state; that is, answering incoming DN calls.
DNOutCall dn_out_calls   Text The number of DN calls made by an agent.
DNOutCallNumber dn_out_call_num   Text The DN number dialed by the agent. This includes DNOutCallNumber_High and DNOutCallNumber_Low.
DNOutTimeInState dn_out_time_in_state   Text The length of time an agent has been in the DN OUT state; that is, making outgoing DN calls.
EpochTimestamp message_epoch   Number The timestamp in Epoch format.
NotReadyReasonCode not_ready_reason   Text The Not Ready reason code entered by the agent. This includes NotReadyReasonCode_High and NotReadyReasonCode_Low.
PostionId position_id   Text A unique identifier of the agent’s position ID.
SiteDB site Y Text The site designation of the ACD. This value is determined by the customer.
SkillName skill_name   Text The name of the skillset.
SkillsetCallsAnswered skillset_calls_answered   Text The number of local and incoming network CDN calls answered by an agent.
State state   Text The state the agent is currently in. The state can be one single state or a combination of two or more states.
StateName state_name   Text The name of the state the agent is currently in.
SupervisorFirstName supervisor_first_name   Text That supervisor’s first name.
SupervisorId supervisor_id   Text The agent’s primary supervisor’s unique identifier.
SupervisorLastName supervisor_last_name   Text The supervisor’s last name.
SupervisorUserId supervisor_user_id   Text The agent’s primary supervisor blue user ID.
TimeInNRRC time_in_nrrc   Text The length of time that the agent has been in the Not Ready reason code.
TimeInState time_in_state   Text The length of time that the agent has been in this state. The only exception is when the agent is on a DN call, in which case the agent state is shown as Busy.