rc_queue index
|
CDM field name |
CDM field type |
Description |
Source field name |
Data source |
Display format |
|---|---|---|---|---|---|
| agent_duration | Number | Total duration of the call while connected to an agent | agent_duration | Inbound Call Queue Events | hh:mm:ss |
| agent_id | String | Unique identifier of the agent | agent_id | Inbound Call Queue Events | String |
| agent_username | String | Username of the agent | agent_username | Inbound Call Queue Events | String |
| agent_wait_time | Number | Time between agent disposition and next call | agent_wait_time | Inbound Call Queue Events | hh:mm:ss |
| call_epoch | Date | Epoch time at which the call started | call_start | Inbound Call Queue Events | MMM D, YYYY @ HH:mm:ss.SSS (kibana default date format) |
| call_id | String | Unique Call Identifier | uii | Inbound Call Queue Events | String |
| call_state | String | The result of the call | call_result | Inbound Call Queue Events | String |
| calls_offered | Number | Number of calls offered to queue | NA | CDM-generated | 0,0.[000] |
| doc_key | String | Unique identifier of message | NA | CDM-generated | String |
| duration | Number | Duration of the call | duration | Inbound Call Queue Events | hh:mm:ss |
| gate_id | Number | Unique identifier of the queue | gate_id | Inbound Call Queue Events | 0,0.[000] |
| hold_time | Number | Time the call was put on hold | hold_time | Inbound Call Queue Events | hh:mm:ss |
| msg_epoch | Date | Epoch time at which the real-time message was collected and processed | NA | CDM-generated | MMM D, YYYY @ HH:mm:ss.SSS (kibana default date format) |
| msg_type | String | The type of real-time message feed | NA | CDM-generated | String |
| profile.firstName | String | First name of the agent who answered the call | firstName | Agent Group API | String |
| profile.lastName | String | Last name of the agent who answered the call | lastName | Agent Group API | String |
| queue_duration | Number | Time the caller spent in queue | queue_duration | Inbound Call Queue Events | hh:mm:ss |
| queue_name | String | Name of the queue | gate_name | Inbound Call Queue Events | String |
| tenant_name | String | Name of the tenant | NA | CDM-generated | String |