Agent – A list of all user/agents created within the business unit. Additional data is provided associated with the agent. (e.g. email address, team ID, reporting supervisor, etc.)
Agent_State_Log – A table consisting of the various activities each agent has gone through while logged into the system. This table contains such things as Agent Name, Start/end times, Working time, Available time, Outstate, duration, etc. This is similar to the Data Download 350083 report. Because of the size of this table, the data only goes back for the past 2 weeks.
Agent_State_Summary_By_Hour – This table is a summary of the Agent_State_Log taken over an hourly period. Very helpful in analyzing agents performance.
Agent_Summary_By_Day – This table summarizes the agents activity over the total day. This table contains such items as Agent name, Inbound/outbound counts, unavailable/outbound/ACD/total times, etc.) This is similar to the Data Download 30 report.
Agent_TimeCard – This table consists of the agent’s login/logout times during a given week. Values provided are: Agent Name, Login/logout times, duration, weekNo.
Campaign – This table is a list of all campaigns defined.
Contact_Custom_Data – This table is the collection of all the custom data elements generated during processing of a call. This is similar to the Data Download 2 report.
Contact_Detail – This table is the most comprehensive table consisting of every inbound/outbound call that was generated. The table consists of 42 separate data elements used in definiting a call. These data items call disposition, queue/Hold/call/abandon/start/end/ACW times, Contact_Id, etc. This table is an extension of the Data Download 350048 report.
Disposition – This table is a list of all Dispositions defined for the Business unit.
Point_Of_Contact – A table listing all the points of contact defined for the business unit. The table consists of such elements as, Contact_Code, description, Default skill, Associated script, media type, inbound/outbound, etc).
Skill – A table listing all the Skills within the Business unit. Besides Skill name, items like, Media Type, Campaign, inbound/outbound, priority, use ACW, use Disposition, Associated Hours of Operation, Secondary disposition,etc.
Team – A table listing all the teams within the business unit. It consists of elements like, Team name, notes, Agent count, description, etc.