EVENT_AGENT_STATUS_HISTORY
Updated
This table tracks agent status changes, including when a status is assigned and removed. It provides key details such as agent identifiers, current status, and timestamps for status transitions, enabling accurate monitoring of agent availability and activity. Below are some of the scenarios where this Report is beneficial:
Availability Monitoring: Track when agent statuses are assigned or removed to ensure accurate visibility of workforce availability.
Operational Oversight: Use agent identifiers, current status, and timestamps to monitor activity patterns and manage workloads effectively.
Audit & Compliance: Maintain a reliable record of status transitions for accountability, troubleshooting, and compliance reporting.
Field Mapping/ Glossary
The report will include the following information:
Expected Name | Definition | Data Type | Nullable/Default | Is PII Field? | Unique Key | Is Mutable? |
AGENT_ID | Unique identifier of the agent whose status is being tracked. | VARCHAR(16777216) | No | No | No |
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STATUS_ASSIGN_TIME | Timestamp (epoch milliseconds) indicating when the agent status was assigned. | NUMBER(38,0) | No | No | No |
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STATUS_REMOVE_TIME | Timestamp (epoch milliseconds) indicating when the agent status was removed or changed. | NUMBER(38,0) | No | No | No |
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