At-A-Glance
Category: Agent-related
Export file type: Pipe-delimited (|)
File Naming Convention: agentResultsDetail_mmddyy_hhmm.txt
This export provides detailed information based on data IEX WFM Integrated received from the CXone ACD historical/interval files. It includes the number of contacts handled, login time, talk time, handle time, and so on, for period (interval level) data.
Because this export requires heavy use of the IEX WFM Integrated database, it should be run for shorter date ranges or fewer MUs.
The Agent Results Summary export provides the same data in a summary format.
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 |
Date based on the TZ. 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. |
|
| period |
Start of the period, based on the TZ. 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. |
|
| 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 on the specified date. |
See additional information for logon. |
| logonID | Logon for the agent associated with the acdID |
When the export runs, this field is blank if the agent has no logon ID or is not assigned to the CXone ACD. |
| 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 |
Last date and time the record was modified, formatted as a UNIX timestamp. |
|
| queueID |
ID of an ACD skill. The remaining fields on this line of the export are the agent's data for this skill, with the exception of system-level data. Records are included for each skill the agent has data for. Skills are shown on separate lines. |
|
| queueName |
Name associated with this queueID. |
|
| contactsHandled |
Total number of contacts the agent handled for this skill on the date. |
|
| outContacts |
Total number of outbound contacts the agent handled for this skill on the date. This field is system-level data. This type of data is included in only one record per acdID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated, and with the lowest acdID is the record whose system-level fields are populated. Export records for other queueIDs have null values for system-level data. |
|
| logonTime |
Total amount of logon time, in seconds, for this skill for the date. |
This field is system-level data. This type of data is included in only one record per acdID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated, and with the lowest acdID is the record whose system-level fields are populated. Export records for other queueIDs have null values for system-level data. |
| talkTime |
Agent’s total talk time, in seconds, for this skill for the date. |
|
| workTime |
Agent’s total work time, in seconds, for this skill for the date. |
|
| outTime |
Agent’s total outbound talk time, in seconds, for this skill for the date. |
This field is system-level data. This type of data is included in only one record per acdID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated, and with the lowest acdID is the record whose system-level fields are populated. Export records for other queueIDs have null values for system-level data. |
| 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. |
| holdTime |
Agent’s total hold time, in seconds, for this skill for the date. |
The value in this field is an actual value from the CXone ACD or multimedia server database. |
| readyTime |
Agent’s ready (available) time, in seconds, for this skill for the date. |
This field is system-level data. This type of data is included in only one record per acdID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated, and with the lowest acdID is the record whose system-level fields are populated. Export records for other queueIDs have null values for system-level data. |
| notReadyTime |
Agent’s idle, AUX, or not-ready time, in seconds, for this skill for the date. |
The value in this field is either:
This field is system-level data. This type of data is included in only one record per acdID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated, and with the lowest acdID is the record whose system-level fields are populated. Export records for other queueIDs have null values for system-level data. |
| dnContacts |
Number of direct-dialed contacts the agent handled on the date. A direct-dialed contact occurs when the caller dials the actual extension of a specific agent and is not routed through a script or skill. |
The value in this field is either:
This field is system-level data. This type of data is included in only one record per acdID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated, and with the lowest acdID is the record whose system-level fields are populated. Export records for other queueIDs have null values for system-level data. |
| dnContactTime |
Agent’s talk time for direct-dialed contacts handled on the date. |
The value in this field is either:
This field is system-level data. This type of data is included in only one record per acdID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated, and with the lowest acdID is the record whose system-level fields are populated. Export records for other queueIDs have null values for system-level data. |
| internalContacts |
Number of internal calls handled by the agent for the date. An internal contact occurs when an agent contacts another agent, a supervisor, or similar resource. |
The value in this field is either:
This field is system-level data. This type of data is included in only one record per acdID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated, and with the lowest acdID is the record whose system-level fields are populated. Export records for other queueIDs have null values for system-level data. |
| internalContactTime |
Agent’s talk time for internal contacts handled on the date. |
The value in this field is either:
This field is system-level data. This type of data is included in only one record per acdID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated, and with the lowest acdID is the record whose system-level fields are populated. Export records for other queueIDs have null values for system-level data. |
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.
This field is system-level data. This type of data is included in only one record per acdID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated, and with the lowest acdID is the record whose system-level fields are populated. Export records for other queueIDs have null values for system-level data.
#fields:date|period|TZ|custID|muID|tvID|acdID|logonID|ssn|TeamLdr|agentName|modify|queueID|queueName|contactsHandled| outContacts|logonTime|talkTime|workTime|outTime #sort:tvID,date,period,queueID ... 05052021|08:00|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|1|Queue 1|3|0|15|10|5|0 05052021|08:15|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|1|Queue 1|4|0|15|12|3|0 05052021|08:30|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|1|Queue 1|2|0|15|9|6|0 ... 05052021|08:00|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047802660|1|Queue 1|1|0|15|15|0|0 05052021|08:15|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047802660|1|Queue 1|3|0|15|9|6|0 05052021|08:30|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047802660|1|Queue 1|5|0|15|14|1|0