At-A-Glance
Category: Agent-related
Export file type: Pipe-delimited (|)
File Naming Convention: agentActivityAndSchedules_mmddyy_hhmm.txt
This export provides both actual activity data and scheduled data for your agents. The export shows the data per agent, per day. Agent data is stored in IEX WFM Integrated from midnight to midnight, and reported the same way. Agent activity is based on real-time events from the CXone ACD to IEX WFM Integrated event set mapping. You can configure the export to include more than one MU.
The Agent Activity and Schedules export module is a combination of two other modules:
- Agent Schedule Summary
- Agent Activity Detail
Output File: Fields and Descriptions
During your Professional Services engagement, you can choose which of the following fields to include in your export. Make sure you include every field you think you might need; you'll need a change request if you want to add fields after the export is configured. If you don't select specific fields, your export will include all the fields described here.
| Field | Description | Values |
|---|---|---|
|
date |
Activity code date based on the MU time zone. If a date format is specified in the dateFormat attribute of the exportList element, the export uses that format. Otherwise, dates are formatted as mmddyyyy. Classics, Inc., has this export set to run every daily for the previous day's activity. The export on Sunday, April 8th, contains data for Saturday, April 7th. This includes activities that began on Friday, April 6th and ran past midnight into Saturday, April 7th. The export does not include activities that started on Saturday, April 7th and ran past midnight on Sunday, April 8th. Those activities would be in Monday's report. |
|
|
TZ |
Time zone for the MU. |
|
|
custID |
Customer ID |
|
|
muID |
MU ID |
|
|
tvID |
Agent's IEX WFM Integrated ID |
|
|
acdID |
ID of the CXone ACD or multimedia server. |
|
|
logonID |
Logon for the agent associated with the acdID |
This field can be blank. |
|
ssn |
Agent's personal ID number |
This field is blank if no personal ID number is assigned to or available for the agent. |
|
agentData |
Value assigned to the agent for the specified agent data group. You can include as many agentData elements as you want. The export file contains one field for each agentData element you specify. You can also specify the same agent data group more than once. Agent data group values are stored by date range. They are not dependent on the agent's MU assignment. If you don't select any agent data group, this field is omitted from the export. |
This field is blank if the agent wasn't assigned a value for the specified agent data group for the date. |
|
agentName |
Agent's name, formatted as <last><first><suffix> |
|
|
modify |
Modify timestamp from either the schedule record or the activity record, whichever is later. | |
| activityStart |
Earliest time activity data for this agent exists for the day. This time is shown in the MU time zone. If a time format is specified in the timeFormat attribute of the exportList element, the export uses that format. Otherwise, 24-hour time is used. |
If the agent is scheduled for and generates activity crossing midnight of the previous day, the value shows as midnight. |
| activityEnd |
Latest time activity data for this agent exists for the day. This time is shown in the MU time zone. The stop minute is excluded. For example, if an activity starts at 8:00 in the morning and lasts three hours, the value in this field is 11:00. If a time format is specified in the timeFormat attribute of the exportList element, the export uses that format. Otherwise, 24-hour time is used.. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
If the agent is scheduled for and generates activity crossing midnight of the next day, the value shows as midnight. |
| activityDuration | Total number of minutes of activity for this agent on the day. | |
| activityInOffice |
Total number of minutes the agent spent this day in activity codes designated as In Office. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| activityBusiness |
Total number of minutes the agent spent this day in activity codes designated as Business. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| activityAvail |
Total number of minutes the agent spent this day in activity codes designated as Available. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| activityOpen |
Total number of minutes the agent spent this day in activity codes designated as Open. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| activityOT |
Total number of minutes the agent spent this day in activity codes designated as OT. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| activityPaid |
Total number of minutes the agent spent this day in activity codes designated as Paid. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| activityWeeklyHours |
Total number of minutes the agent spent this day in activity codes designated as Weekly Hours. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| schedStart |
Start time of the agent’s schedule on this day. This time is shown in the MU time zone. If the agent works a split shift, this is the earliest start time for the day. If a time format is specified in the timeFormat attribute of the exportList element, the export uses that format. Otherwise, 24-hour time is used. |
If the agent is scheduled for and generates activity crossing midnight of the previous day, the value shows as midnight. |
| schedEnd |
End time of the agent’s schedule on this day. This time is shown in the MU time zone. The stop minute is excluded. For example, if schedule starts at 8:00 in the morning and lasts eight hours, the value in this field is 16:00. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). If a time format is specified in the timeFormat attribute of the exportList element, the export uses that format. Otherwise, 24-hour time is used. |
If the agent is scheduled for and generates activity crossing midnight of the next day, the value shows as midnight. |
| schedDuration | Total number of scheduled minutes for this agent on the day. | |
| schedInOffice |
Total number of scheduled minutes for the agent this day in activity codes designated as In Office. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| schedBusiness |
Total number of scheduled minutes for the agent this day in activity codes designated as Business. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| schedAvail |
Total number of scheduled minutes for the agent this day in activity codes designated as Available. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| schedOpen |
Total number of scheduled minutes for the agent this day in activity codes designated as Open. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| schedOT |
Total number of scheduled minutes for the agent this day in activity codes designated as OT. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| schedPaid |
Total number of scheduled minutes for the agent this day in activity codes designated as Paid. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| schedWeeklyHours |
Total number of scheduled minutes for the agent this day in activity codes designated as Weekly Hours. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| startDev |
In minutes, the deviation between the activity start time and the schedule start time. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
If the activity start time is earlier than the schedule start time, this value is negative. |
| endDev |
In minutes, the deviation between the activity end time and the schedule end time. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
If the activity end time is earlier than the schedule end time, this value is negative. |
| durationDev |
In minutes, the deviation between the activity duration and the schedule duration. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
If the activity duration is shorter than the schedule duration, this value is negative. |
| externalID |
If your company has configured Agent WebStation to use external IDs, the value is that ID for this agent. |
If the agent's externalID field is blank, this field is also blank. |
| schedOpenStart | Start time for the first activity code designated as Open for this agent on this day. |
Output File: Sample
The following shows a sample file generated for a customer, based on their custom parameters. It also shows the data values rather than field names. It's meant only to give you an idea of what your export might look like.
#fields:date|TZ|custID|muID|tvID|acdID|logonID|ssn|TeamLdr|agentName|modify|activityStart|activityEnd|activityDuration|activityInOffice|activityBusiness|activityAvail|activityOpen|activityOT|activityPaid|activityWeeklyHours|schedStart|schedEnd|schedDuration|schedInOffice|schedBusiness|schedAvail|schedOpen|schedOT|schedPaid|schedWeeklyHours|startDev|endDev|durationDev #sort:custID,muID,date,tvID 05052003|GMT6|1|20|12345|27|12345||MDS|MeghanBarni|1047802660|09:08|05:56|528|464|464|450|450|0|464|464|09:00|06:00|540|480|480|465|465|0|480|480|8|-4|-12 05052003|GMT6|1|20|54321|27|54321||MDS|JohnSarlay|1047802660|08:49|06:14|565|503|503|488|488|0|503|503|09:00|06:00|540|480|480|465|465|0|480|480|-11|14|25 ...