Event

Description

data1

data2

data3

data4

data5

AGENTLOGIN

Agent Login.

N/A

N/A

N/A

N/A

N/A

AGENTLOGOFF

Agent logoff. Seconds logged in.

logintime

N/A

[automatic]

N/A

ABANDON

The caller abandoned their position in the queue. The position is the caller's position in the queue when they hungup, the origposition is the original position the caller was when they first entered the queue, and the waittime is how long the call had been waiting in the
queue at the time of disconnect.

position

origposition

waittime

COMPLETEAGENT

The caller was connected to an agent, and the call was terminated normally by the agent. The caller's hold time and the length of the call are both recorded. The caller's original position in the queue is recorded in origposition.

holdtime

calltime

origposition

N/A

N/A

COMPLETECALLER

The caller was connected to an agent, and the call was terminated normally by the caller. The caller's hold time and the length of the call are both recorded. The caller's original position in the queue is recorded in origposition.

holdtime

calltime

origposition

N/A

N/A

CONNECT

The caller was connected to an agent. Hold time represents the amount of time the caller was on hold. The bridged channel unique ID contains the unique ID of the queue member channel that is taking the call. This is useful when trying to link recording filenames to a particular call in the queue.

holdtime

bridgedchanneluniqueid

ringtime

N/A

N/A

ENTERQUEUE

A call has entered the queue. URL (if specified) and Caller*ID are placed in the log.

N/A

callerid

N/A

N/A

EXITEMPTY

The caller was exited from the queue forcefully because the queue had no reachable members and it's configured to do that to callers when there are no reachable members. The position is the caller's position in the queue when they hungup, the origposition is the original position the
caller was when they first entered the queue, and the waittime is how long the call had been waiting in the queue at the time of disconnect.

position

origposition

waittime

N/A

N/A

EXITWITHKEY

The caller elected to use a menu key to exit the queue. The key and the caller's position in the queue are recorded.

key

position

origposition

waittime

N/A

EXITWITHTIMEOUT

The caller was on hold too long and the timeout expired. The position in the queue when the timeout step is recorder as the position entered and the amount of time I hope.

position

origposition

waittime

N/A

N/A

RINGNOANSWER

After trying for ringtime ms to connect to the available queue member the attempt ended without the member picking up the call.

ringtime

  N/A

  N/A

N/A

N/A

REALPAUSE/REALUNPAUSE

The Agent was change to Pause or Unpause pausetime: time in seconds on unpause

pausetime

  N/A

N/A 

N/A

N/A

UNBREAK/BREAK

Break with motive(descanso), have account that between BREAK and UNBREAK motive: BATHROOM, TRAINING, LUNCH, PERSONAL, OTHER. on breaktime in seconds when unbreak.

motive

comment

breaktime

N/A

N/A

 OUTCALL

Call for out call, status of the ended call, duration in seconds since answered, total time in seconds, dialed number and unique id.

dialstatus

duration

totaltime

 dialednumber

guid

 PAUSE/UNPAUSE

 Telephony Pause per campaign. We do not use in reports.

PAUSEALL/UNPAUSEALL

Telephony When Paused on all campaigns. We do not use in reports.

ATTENDEDTRANSFER

BLINDTRANSFER

TRANSFER

 Completed Call by Agent Until Transfered

extension

context

holdtime

calltime

origposition

HOLD

Agent put call on hold

channel

calleridname

calleridnum

connectedlinename

connectedlinenum

UNHOLD

Agent unhold the call, this event can be missing if call is hang before unhold by the agent

channel

calleridname

calleridnum

connectedlinename

connectedlinenum

FINISHWRAPUP

If an agent finish wrapup before its time this event rises to tell you how much time left he had

timeleft

ADDMEMBER

A member was added to the queue.

N/A

N/A

N/A

N/A

N/A

AGENTDUMP

The agent dumped the caller while listening to the queue announcement.

N/A

N/A

N/A

N/A

N/A

CREATEDQUEUE

A new queue was created

N/A

N/A

N/A

N/A

N/A

QUEUESTART

The queueing system has been started for the first time this session.

N/A

N/A

N/A

N/A

N/A

REMOVEMEMBER

A queue member was removed from the queue.

N/A

N/A

N/A

N/A

N/A

Evento

Descripcion

data1

data2

data3

data4

data5

ABANDON

El cliente abandonó en una cola antes que lo atendieran. position es donde estaba en el momento de cortar, origposition es en la posición que entro inicialmente, waittime es el tiempo que espero hasta cortar.

position

origposition

waittime

email

COMPLETEAGENT

El que solicito fue conectado a un agente, y el chat fue terminado normalmente por el agente. El holdtime del agente y la duración de la llamada son guardadas al igual que la posición inicial donde entró la llamada a la cola.

holdtime

chattime

origposition

messageqt

N/A

COMPLETECALLER

El que llamó fue conectado a un agente, y el webchat fue terminado normalmente por el que llamó. El holdtime del agente y la duración del webchat son guardadas al igual que la posición inicial donde entro el webchat a la cola.

holdtime

chattime

origposition

messageqt

N/A

CONNECT

El solito el chat fue conectado a un agente, se graba el tiempo que espero en ser atendido, nombre del agente que atendió la llamada.

holdtime

agent

email

N/A

N/A

ENTERQUEUE

Entro un webchat a la cola

name

email

phonenumber

N/A

N/A

REENTERQUEUE

A chat was restored when server was started

name

email

phonenumber

N/A

N/A

TRANSFER

• --

• -

• -

• -

• -

• -

OUTOFTIME

El cliente solicito un chat pero la campana no estaba en hora

• -

• -

OUTCALL

Una llamada por web chat fue terminada

audio/video

duration

dialednumber

webchatguid

NOAGENTS

The clients starts an interaction but there are no agents available for that campaign. (data1 and data2 will be saved only if existing data)

email

name

MAXQUEUE

Number of active chats for that campaign (waiting and attended) overflows the established value in Max Chats. (data1 and data2 will be saved only if existing data)

email

name

TRANSFERRED

The interaction was tranferred from an agent to another. 'From' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to

ATTENDED

The interaction was attended by the agent

from

to

STARTCALL

ENDCALL

STARTVIDEOCALL

ENDVIDEOCALL

COMPLETEAGENTOUT

An interaction started by an agent has finished.

chattime

messageqt

number

COMPLETEAGENT

Cient's interaction was attended and finished normally by an agent. Agent's Holdtime and call duration data get saved as well as the initial position when the interaction entered the queue. 

holdtime

chattime

origposition

messageqt

N/A

CONNECT

SMS interaction got connected to an agent. Waiting time, agent that attended the interactin and clients phone number gets saved.

holtime

agent

number

N/A

N/A

ENTERQUEUE

The clients sends a SMS interaction and because the campaign is on time, the interaction enters the queue

number

clientName

N/A

N/A

N/A

REENTERQUEUE

A chat was restored when server was started.

number

N/A

N/A

N/A

N/A

HOLIDAYMESSAGE

The campaign sends back a SMS explaining the campaign is closed because its a holiday day

number

message

N/A

N/A

N/A

OUTOFTIME

The SMS campaign is out of time, the client's phone number gets saved.

number

message

N/A

N/A

N/A

OUTSMS

Its generated when an agents starts and SMS interaction.

number

clientName

N/A

N/A

N/A

TRANSFERRED

The interaction was tranferred from an agent to another. 'From' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to

ATTENDED

The interaction was attended by the agent

from

to

COMPLETEAGENTOUT

An interaction started by an agent has finished.

chattime

messageqt

adress

COMPLETEAGENT

Cient's interaction was attended and finished normally by an agent. Agent's Holdtime and call duration data get saved as well as the initial position when the interaction entered the queue. 

holdtime

chattime

origposittion

messageqt

N/A

CONNECT

Email interaction got connected to an agent. Waiting time, agent that attended the interactin and email address gets saved.

holdtime

agent

address

N/A

N/A

HOLIDAYMESSAGE

The campaign sends back an email explaining the campaign is closed because its a holiday day

number

message

N/A

N/A

N/A

ENTERQUEUE

The clients sends an email interaction and because the campaign is on time, the interaction enters the queue

number

N/A

N/A

N/A

N/A

REENTERQUEUE

A chat was restored when server was started.

number

N/A

N/A

N/A

N/A

OUTEMAIL

Generated when an agents starts an email interaction

address

subject

N/A

N/A

N/A

STARTEMAILDIALER

Generated when a dialers is executed

spool length

N/A

N/A

N/A

N/A

FINISHEMAILDIALER

Generated when the dialer finished its process

spool length

N/A

N/A

N/A

N/A

STOPEMAILDIALER

Generated when the dialer stops

spool length

N/A

N/A

N/A

N/A

TRANSFERRED

The interaction was tranferred from an agent to another. 'From' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to

ATTENDED

The interaction was attended by the agent

from

to

BLACKLIST

It is generated when an incoming email belongs to a blacklist. An interaction is not generated. Email address, subject and email email_id (that matches with the email saved in email_repo) is saved.

If an agent started the interaction, the agent name is recorded.

adress

subject

email_id

FORWARDED

Forward an interaction's email to another email address

address forwarded

subject forwarded

email_id

used to identify unique emails in email_repo

NEWEMAILCLIENT

The client sent a new email while interaction was opened

client’s address

NEWEMAILAGENT

The agent sent a new email while interaction was opened

client’s address

COMPLETEAGENT

Cient's interaction was attended and finished normally by an agent. Agent's Holdtime and call duration data get saved as well as the initial position when the interaction entered the queue. 

holdtime

chatttime

origposittion

messageqt

N/A

CONNECT

Twitter interaction got connected to an agent. Waiting time, agent that attended the interactin and clients Twitter username gets saved.

holdtime

agent

id client

client username

ENTERQUEUE

The clients sends an interaction and because the campaign is on time, the interaction enters the queue

address

subject

REENTERQUEUE

A chat was restored when server was started.

address

subject

HOLIDAYMESSAGE

The campaign sends back an email explaining the campaign is closed because its a holiday day

address

message

OUTTWEET

Generated when an agents starts a Tweet

addres

subject

TRANSFERRED

The interaction was tranferred from an agent to another. 'From' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to

ATTENDED

The interaction was attended by the agent

from

to

COMPLETEAGENT

Cient's interaction was attended and finished normally by an agent. Agent's Holdtime and call duration data get saved as well as the initial position when the interaction entered the queue

holdtime

chattime

origposittion

messageqt

N/A

CONNECT

Messenger interaction got connected to an agent. Waiting time, agent that attended the interactin and clients Twitter username gets saved.

holdtime

agent

id client

client username

ENTERQUEUE

The clients sends an interaction and because the campaign is on time, the interaction enters the queue

address

message

REENTERQUEUE

A chat was restored when server was started.

address

message

HOLIDAYMESSAGE

The campaign sends back an email explaining the campaign is closed because its a holiday day

address

message

TRANSFERRED

The interaction was tranferred from an agent to another. 'From' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to

ATTENDED

The interaction was attended by the agent

from

to

COMPLETEAGENT

Cient's interaction was attended and finished normally by an agent. Agent's Holdtime and call duration data get saved as well as the initial position when the interaction entered the queue

holdtime

chattime

origpossition

messageqt

N/A

CONNECT

Facebook interaction got connected to an agent. Waiting time, agent that attended the interactin and clients Twitter username gets saved.

holtime

agent

id client

client username

ENTERQUEUE

The clients sends an interaction and because the campaign is on time, the interaction enters the queue

post id

message

REENTERQUEUE

A chat was restored when server was started.

post id

message

HOLIDAYMESSAGE

The campaign sends back an email explaining the campaign is closed because its a holiday day

post id

message

OUTFACEBOOK

Generated when a new Facebook post is made by the agent

post id

message

TRANSFERRED

The interaction was tranferred from an agent to another. 'From' indicates the agent's name that transfered the interaction and 'To' represents to whom it was tranfered.

from

to

ATTENDED

The interaction was attended by the agent

from

to