Agent Results Summary Export Module

At-A-Glance

Category: Agent-related

Export file type: Pipe-delimited (|)

File Naming Convention: agentResultsSummary_mmddyy_hhmm.txt

This export provides a summary 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.

Because this export requires heavy use of the IEX WFM Integrated database, it should be run for shorter date ranges or fewer MUs.

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.

  
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

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

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:

  • A value IEX WFM Integrated calculates using information from the CXone ACD or multimedia server interface.
  • An actual value from the CXone ACD or multimedia server database.

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:

  • A value IEX WFM Integrated calculates using information from the CXone ACD or multimedia server interface.
  • An actual value from the CXone ACD or multimedia server database.

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:

  • A value IEX WFM Integrated calculates using information from the CXone ACD or multimedia server interface.
  • An actual value from the CXone ACD or multimedia server database.

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:

  • Blank, if the CXone ACD or multimedia server doesn't store internal contacts.
  • An actual value from the CXone ACD or multimedia server database.

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:

  • Blank, if the CXone ACD or multimedia server doesn't store internal contacts.
  • An actual value from the CXone ACD or multimedia server database.

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.

#fields:date|TZ|custID|muID|tvID|acdID|logonID|ssn|TeamLdr|agentName|modify|queueID|queueName|contactsHandled| outContacts|logonTime|talkTime|workTime|outTime
#sort:date,custID,muID,tvID,queueID
05052021|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|1|Queue 1|76|0|457|320|137|0
05052021|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047802660|1|Queue 1|82|0|461|346|115|0
...
05062021|GMT-6|1|20|12345|27|12345||MDS|Barni, Meghan|1047802660|1|Queue 1|96|0|483|405|78|0
05062021|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047802660|1|Queue 1|110|0|408|329|79|0
05062021|GMT-6|1|20|54321|27|54321||MDS|Sarlay, John|1047802660|2|Queue 2|10|0|86|72|14|0