Workforce Management

Database

agent_stats

Generates a record per agent every 15 minutes in the event that the agent is logged in.

date	agent	obj

date	agent	obj
2020-07-02 13:30:00	Matías	{...}
2020-07-02 13:45:00	Santiago	{...}

campaign_stats

Generate a record for each campaign if the campaign is active.

date	campaign	channel	obj

date	campaign	channel	obj
2021-05-14 08:15:00	Soporte_Agencias	SMS	{...}
2021-05-14 07:45:00	Cambios_Operacionales	Webchat	{...}

interactions_stats

It generates a record for each time an interaction enters a queue, therefore, the same interaction can generate many records. Start date is the date the interaction was transferred or entered the queue. In case it is an outgoing interaction, it is the moment of its creation.

guid	start date	campaign	channel	data

guid	start date	campaign	channel	data
0f065b76-0d69-442f-9b81-247c6d9c2622	2021-04-22 00:26:30	Ventas	email	{...}
0f065b76-0d69-442f-9b81-247c6d9c2622	2021-04-22 00:27:30	Soporte	email	{...}