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