At-A-Glance
Category: Agent-related
Export file type: Pipe-delimited (|)
File Naming Convention: agentActivityDetail_mmddyy_hhmm.txt
This export module provides actual activity data for your agents on a daily basis, including detailed information about activity start and stop times. 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.
The Agent Activity Summary export provides the same data in a summary format.
Gaps between activity codes in agent logs are not explicitly identified as "No Code" in the database. If gaps exist in an agent’s activity log, they are not included in the export data. This is because there is nothing in the database to map to an export activity code. This might happen when the agent went to lunch, had some time between a split shift, or for other reasons.
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 CXone ACD or multimedia server. | |
| logonID | Logon for the agent associated with the acdID. If the agent is assigned to more than one, multiple records may exist for the same date. |
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 of the activity record. | |
| exception | Attribute value assigned to the activity code. Activity codes with no assigned attribute values are not included in the export. If multiple activity codes with the same activity code attribute value exist contiguously, they are reported as a single exception. | |
| 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. |
| start |
Start time for the activity code. 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. This is true for single activity codes and when multiple codes are reported as one, as described for the exception field. |
| stop |
End time for the activity code. 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. |
If the agent is scheduled for and generates activity crossing midnight of the next day, the value shows as midnight. This is true for single activity codes and when multiple codes are reported as one, as described for the exception field. |
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|exception|externalID|start|stop #sort:date,TZ,custID,muID,tvID,acdID,logonID,ssn,TeamLdr,agentName,modify,exception,start,stop 05052003|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|OPEN||08:00|10:00 05052003|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|BRK||10:00|10:15 05052003|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|OPEN||10:15|12:00 05052003|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|LUNCH||12:00|13:00 05052003|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|OPEN||13:00|15:00 05052003|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|BRK||15:00|15:15 05052003|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|OPEN||15:15|17:00 05052003|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047863260|OPEN||09:00|11:00 05052003|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047863260|BRK||11:00|11:15 05052003|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047863260|OPEN||11:15|13:00 05052003|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047863260|LUNCH||13:00|14:00 05052003|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047863260|OPEN||14:00|16:00 05052003|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047863260|BRK||16:00|16:15 05052003|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047863260|OPEN||16:15|18:00