Agents¶
Agents¶
Displayed name |
AttributeName |
Description |
|---|---|---|
ID |
AgentId |
Primary Key. |
Name |
DisplayName |
Name for administrator. |
Description |
Description |
Description for administrator. |
System Name |
SystemName |
Agent’s system login, for the app authentication purpose. It has to be in OAuth2 format (third party authentication). Supported parties are Microsoft, Google, Facebook. For example: |
System Pin |
SystemPin |
Agent System PIN when logging into the phone. |
Team name |
TeamName |
The name of the team the agent belongs to. Serves for sorting and mass engagement. |
Supervisor |
Supervisor |
Indication that the agent belongs to a group of supervisors. |
Display. GDPR exp. records |
GdprMaster |
Indication that the agent is authorized to view GDPR expired records (content). |
Display. GDPR arch. records |
GdprArchiver |
Indication that the agent is authorized to view archived records (content). |
Group |
GroupName |
The name of the group where the agent belongs. It is used for sorting and reporting. |
Language |
Culture |
|
Nickname |
Nickname |
Agent name used in chat (displayed to counterparty). NULL - DisplayName is used. |
Personal e-mail |
PersonalEmail |
Personal email agent, free use. |
External telephone |
ExternalPhone |
Agent’s external telephone number, usable eg for IVR login |
Template |
Template |
An indicator that is not a real agent but just a pattern setting. |
Activity |
Activity |
Type of condition. Ready, Pause, Logoff, PostCall - automatic pause after call. |
Status |
StatusId |
Detailed status resolution from Status. |
External activity |
ExternalActivity |
Condition indicated from the outside. NULL means that it is not evaluated (ie Ready), Ready = Ready, NotReady = not ready |
Workplace |
WorkplaceId |
The place where the agent is logged in. If NULL, there is no login. |
DQ in the bar |
BarDataQueryId |
Data query ID, which will be used to deliver statistics in DesktopClient application. |
Ad-hoc outbound campaign |
AdHocOutboundListId |
The default outbound list that the agent uses for ad-hoc outgoing calls (project). NULL - no project but private calls are generated (without outbound list). |
Post call pause [s] |
PostCallDelay |
Automatic pause after a call ends in seconds. The agent can terminate it earlier. NULL means no pause, zero means no automatic termination. This agent pause can be used, or the project pause (according to the call project). |
Personal PCP |
UsePersonalPcp |
The switch to use the normal PostCallDelay pause (value 0) set for the project (that is, according to the call project) or the personal pause set at the agent (value 1). |
Max. missed calls |
MaxMissedCalls |
The number of missed calls (inbound, outbound regular and predictive dialed) that result in an automatic agent logout.
The missed call counter is in the |
Status after missing |
MissedCallStatusId |
The status to be set for the agent if it misses more than MaxMissedCalls calls or offers. NULL - Logoff to the default state. The status should not allow call distribution. |
Max. chat signal duration |
MaxSignalDuration |
Maximum chat signaling time to include missed chat and eventual redistribution. |
Return messages |
ReturnMessagesOnLogoff |
Requesting that all allocated but not received messages be returned to allocation when logging out. |
Return tasks |
ReturnTasksOnLogoff |
Requesting that all assigned but unanswered tasks be returned to allocation when logging out. |
Used capacity rule |
BusyConditionId |
Determining which capacitance rule to use for the agent (applies when using a pooled queue - UseUnifiedQueue). |
E-mail difficulty |
EmailConsumption |
For channel Email: Defined agent consumption for one communication in this channel (0-100%). > 100% means manual allocation. |
SMS difficulty |
SmsConsumption |
For SMS channel: Defined agent consumption for one communication in this channel (0-100%). > 100% means manual allocation. |
Fax difficulty |
FaxConsumption |
For Fax Channel: Defined agent consumption for one communication in this channel (0-100%). > 100% means manual allocation. |
Task difficulty |
TaskConsumption |
For Task: Defined agent consumption per task (0-100%). > 100% means manual allocation. |
A call blocks chatting |
ActiveCallBlocksChat |
Indication that the distribution of the chat to the agent should be stopped as soon as the active call (both project and non-project) is active. Workplace status is being considered. |
Corporate chat difficulty |
BusinessIMConsumption |
For Business IM Channel: Defined agent consumption for one communication in this channel (0-100%). > 100% means manual allocation. |
Social chat consumption |
For Social IM Channel: Defined agent consumption for one communication in this channel (0-100%). > 100% means manual allocation. |
|
Web chat difficulty |
WebIMConsumption |
For Web IM channel: Defined agent consumption for one communication in this channel (0-100%). > 100% means manual allocation. |
Preference |
Preferences |
Column for storing agent application preferences. |
WebClient IP address |
LastWebClientIp |
The IP address from which the agent logged on to the last using the WebClient. |
Numbering plan |
NumberingId |
|
Last renewal |
LastRefreshUtc |
Agent refresh time, UTC. Important for web applications. |
Last call |
LastCallUtc |
Agent last call end time, UTC. |
Inbound blocked till |
BlockedRingingUtc |
Time until the agent is blocked for incoming calls, UTC. |
Outbound blocked till |
BlockedOfferingUtc |
Time until the agent is blocked for outgoing calls, UTC. |
Shift start time |
ShiftStartUtc |
Shift start time. The shift is initiated by an agent before which the agent is logged off for at least NewShiftAfter. |
Last break end time |
LastPauseEndUtc |
Time of last transition from Pause to Ready or PostCall. |
Login time |
LastLogonUtc |
The time of the last agent login to the workplace. |
Last status change time |
LastStatusChangeUtc |
Last state change time (to calculate current status) |
Skills¶
Displayed name |
AttributeName |
Description |
|---|---|---|
ID |
SkillId |
Primary Key. |
Agent |
AgentId |
Link to an agent who has a project knowledge. |
Project |
ProjectId |
A link to a project that the agent knows. |
PBX In Knowledge |
PbxInKnowledge |
For PbxIn channel: Skill level 0 to 100, where 0 means not distribute to agent, 1 to 100 distribute, the more, the more. |
PBX In Enabled |
PbxInEnabled |
For PbxIn Channel: Indication of the Supervisor Agent Permission for the Project. |
PBX In Channel |
PbxInChannel |
For PbxIn channel: Indication of connection / disconnection of the agent to the project. |
Email Knowledge |
EmailKnowledge |
For channel Email: Skills level 0 to 100, where 0 means not to distribute to the agent, 1 to 100 to distribute, the more, the more. |
Email Enabled |
EmailEnabled |
For Channel Email: Indication of Agent Authorization for Project Supervisor. |
Email Channel |
EmailChannel |
For channel Email: Indication of connection / disconnection of the agent to the project. |
SMS Knowledge |
SmsKnowledge |
For SMS channel: Skill level 0 to 100, where 0 stands for not distributing to agent, 1 to 100 distribute, the more, the more. |
SMS Enabled |
SmsEnabled |
For SMS channel: Indicates that the supervisor agent is enabled for the project. |
SMS Channel |
SmsChannel |
For SMS channel: Indication of wiring / disabling the agent to the project. |
Fax Knowledge |
FaxKnowledge |
For Fax Channel: A skill level of 0 to 100, where 0 means not to distribute to the agent, 1 to 100 to distribute, the more, the more. |
Fax Enabled |
FaxEnabled |
For Fax Channel: Indicates that the Supervisor Agent is enabled for the project. |
Fax Channel |
FaxChannel |
For Fax Channel: |
Business IMKnowledge |
BusinessIMKnowledge |
For Business IM Channel: A skill level of 0 to 100, where 0 means not to distribute to an agent, 1 to 100 to distribute, the more, the more. |
Business IMEnabled |
BusinessIMEnabled |
For Business IM Channel: Indicates that the Supervisor Agent is enabled for the project. |
Business IMChannel |
BusinessIMChannel |
For Business IM Channel: Indication of wiring / disabling the agent to the project. |
Social Wall Knowledge |
For Social Wall: A skill level of 0 to 100, where 0 means not to distribute to the agent, 1 to 100 to distribute, the more, the more. |
|
Social Wall Enabled |
For Social Wall Channel: Indicates that the supervisor agent is enabled for the project. |
|
Social Wall Channel |
For Social Wall Channel: Indicates wiring / unlinking of the agent to the project. |
|
Social IMKnowledge |
For Social IM Channel: A skill level of 0 to 100, where 0 means not to distribute to an agent, 1 to 100 to distribute, the more, the more. |
|
Social IMEnabled |
For Social IM Channel: Indicates that the Supervisor Agent is enabled for the project. |
|
Social IMChannel |
For Social IM Channel: Indicates wiring / unlinking of the agent to the project. |
|
Social Msg Knowledge |
For Social Message Channel: A skill level of 0 to 100, where 0 means not to distribute to the agent, 1 to 100 to distribute, the more, the more. |
|
Social Msg Enabled |
For Social Message Channel: Indicates that the Supervisor Agent is enabled for the project. |
|
Social Msg Channel |
For Social Message Channel: Indicates wiring / unlinking of the agent to the project. |
|
Web IMKnowledge |
WebIMKnowledge |
For Web IM channel: Skill level 0 to 100, where 0 means not to distribute to agent, 1 to 100 to distribute, the more, the more. |
Web IMEnabled |
WebIMEnabled |
For Web IM channel: Indicates that the supervisor agent is enabled for the project. |
Web IMChannel |
WebIMChannel |
For Web IM channel: Indication of connection / disconnection of the agent to the project. |
Pbx Out Knowledge |
PbxOutKnowledge |
For PbxOut Channel: A skill level of 0 to 100, where 0 means not to distribute to the agent, 1 to 100 to distribute, the more, the more. |
Pbx Out Enabled |
PbxOutEnabled |
For PbxOut Channel: Indicates that the Supervisor Agent is enabled for the project. |
Pbx Out Channel |
PbxOutChannel |
For PbxOut Channel: Indication of wiring / disabling the agent to the project. |
Visitor Knowledge |
VisitorKnowledge |
For Visitor Channel: A skill level of 0 to 100, where 0 means not to distribute to the agent, 1 to 100 to distribute, the more, the more. |
Visitor Enabled |
VisitorEnabled |
For Visitor Channel: Indication of the Supervisor Agent Permission for the Project. |
Visitor Channel |
VisitorChannel |
For Visitor channel: Indication of connection / disconnection of the agent to the project. |
Task Knowledge |
TaskKnowledge |
For Task: A skill level of 0 to 100, where 0 means not to distribute to the agent, 1 to 100 to distribute, the more, the more. |
Task Enabled |
TaskEnabled |
For Task Channel: Indicates that the Supervisor Agent is enabled for the project. |
Task Channel |
TaskChannel |
For Task Channel: Indicates wiring / unlinking of the agent to the project. |
Knowledge¶
Displayed name |
AttributeName |
Description |
|---|---|---|
ID |
ProficiencyId |
Primary Key. |
Agent |
AgentId |
The agent who has the knowledge. |
Language |
LanguageId |
The knowledge of a language. |
Voice Knowledge |
VoiceKnowledge |
For voice channels (eg Pbx): Level 0 to 100, where 0 means not to distribute to an agent, 1 to 100 to distribute, the more, the more. |
Voice Enabled |
VoiceEnabled |
For voice channels (eg Pbx): Indicates that the supervisor agent is enabled for the language. |
Voice Channel |
VoiceChannel |
For voice channels (eg Pbx): Indicates wiring / disabling of the agent in the language. |
Message Knowledge |
MessageKnowledge |
For written channels (e.g. Email): Levels 0 to 100, where 0 means not to distribute to an agent, 1 to 100 to distribute, the more, the more. |
Message Enabled |
MessageEnabled |
For written channels (e.g. Email): Indicates that the supervisor agent is enabled for the language. |
Message Channel |
MessageChannel |
For channels written (e.g. Email): Indication of connection / disconnection of the agent in the language. |
Chat Knowledge |
ChatKnowledge |
For chat channels (e.g. WebChat): A level of knowledge 0 to 100, where 0 means not to distribute to an agent, 1 to 100 to distribute, the more, the more. |
Chat Enabled |
ChatEnabled |
For chat channels (e.g. WebChat): Indicates that the supervisor agent is enabled for the language. |
Chat Channel |
ChatChannel |
For chat channels (e.g. WebChat): Indication of engaging / disabling the agent in the language. |
Seatings¶
Displayed name |
AttributeName |
Description |
|---|---|---|
ID |
SeatingId |
Primary Key. |
Agent |
AgentId |
An agent who can sit in the workplace. |
Workplace |
WorkplaceId |
A place where the agent can sit. |
Knowledge Offset |
KnowledgeOffset |
|
Login Client Models |
LoginClientModels |
Semicolons separated by the types of client applications from which the user can log on to the site; the application actually used to log in is then reflected in Workplace, in the LoggedClientModel field. Basic types are: Phone, ProCaller, WebCaller, WebClient. |
Use Client Models |
UseClientModels |
Semicolons separated by types of client applications that a user can use at a given workplace; the actual application is then reflected in Workplace, in the UsedClientModels field. Basic types are: Phone, ProCaller, WebCaller, WebClient. |
Preference |
Preference |
Workstation Preference Assignment by Automated Scheduling Agent to Use Workstations in WFM. |
Crews¶
Displayed name |
AttributeName |
Description |
|---|---|---|
ID |
CrewMemberId |
Primary Key. |
Crew name |
CrewId |
Which crew the agent belongs to. |
Crew Member |
AgentId |
Which agent belongs to the crew. |
Workplaces¶
Displayed name |
AttributeName |
Description |
|---|---|---|
ID |
WorkplaceId |
Primary Key. |
Name |
DisplayName |
Name for administrator. |
Number |
Number |
Office phone number (internal / external). |
Registration |
OnLineStatus |
|
Voice |
Voice |
Enabling Workstations for Voice Channels (PbxIn, PbxOut) - requires a real phone extension. |
Messages |
Message |
Enabling Workplace Use for Message Channels (Email, SMS, Fax, SocialMsg, SocialWall) - FakePbx extension is sufficient. |
Chat |
Chat |
Enabling a workplace for chat channels (WebIM, BusinessIM, SocialIM) - FakePbx extension is sufficient. |
Computer |
Computer |
The name of the computer associated with the workstation to locate the agents more easily. |
State |
State |
Workplace status with respect to the telephone set. Free, Busy, OutOfOrder. |
Offer |
Offer |
Workplace status for outbound call offering. None - no outgoing call, Ofering - prompt sent, Pending - agent received it, waiting call setup, ie when agent marks result |
CTI mode |
CtiModel |
Phone control type. Active - Full CTI, Passive - Can’t Pick Up Call, Indirect - Make calls to be switched |
External state |
ExternalState |
Condition indicated from the outside. NULL means that it is not evaluated (ie Free), possible Free, Busy, OutOfOrder values. |
Outbound mode |
OfferModel |
The method of offering outgoing calls. ViaMessage - Using App Messages, Ring - Call, RingPrompt - Call and IVR Announcement. |
External number |
ExternalNumber |
External phone number associated with the primary number (eg, FMC). For Indirect type only indicative, for External type, this number is used directly as a switch destination. |
Max. ringing time - inbound [s] |
MaxRinging |
Maximum time to ring an incoming call until a missed call is counted and redistribution is possible. |
Max. ringing time - outbound [s] |
MaxOffering |
Maximum time to offer an outgoing call to include a missed call. |
Agent blocked [s] |
Blocking |
If the agent logged into this workplace misses the call, no more calls will be distributed to him for a set period. Integer, seconds. |
Log out automatically |
AutoLogoff |
Indicates whether the workstation automatically logs off when no web application contacts the server. |
Blocked after a failed transfer [s] |
TransferFailedBlocking |
Blocking time after unsuccessful connection to external workstation (Indirect, External) in seconds, NULL means switching to default pause. |
Block for shift planning |
BlockPlanning |
Indication that the workplace should not be used for automated scheduling to utilize workplaces |
Softphone configuration (JSON) |
SoftPhoneJson |