Activity
Activity is a detailed agent status change (AUX codes) during the day including attribution to time. Each item in the Activity data set represents a sum of time spent in a single agent status (AUX code) in a 15-minute interval.
Each item in the Activity data set references a placeholder item in Engagement data set that links it the other data sets such as Agent and enables to report agent activity along side other metrics.
| Property | Type | Description |
|---|---|---|
| Activity | PID | Unique identifier of this item in the data set. |
| Engagement | Reference to Engagement | Unique identifier of an item in Engagement |
| Interval Time | Date and Time | Time interval into which this activity is attributed. All activity in a given interval is attributed to the start of the interval regardless on when it actually started. |
| Agent Activity | Entity | The status that the agent was in or was supposed to be in. |
| Availability | Enumeration Available, Unavailable | Split of agent status into high level availability items. |
| Type | Enumeration Agent Activity | Type of the activity that this item represents. |
| Activity Time | Fact | Time spent in the activity by the agent. |
| Available Capacity | Fact | The total available capacity the agent had available. This includes capacity that is consumed. Free capacity can be calculated as Available Capacity - Consumed Capacity. |
| Consumed Capacity | Fact | The capacity that the agent actually consumed. |
| Scheduled Time | Fact | The time the agent was supposed to be in the given activity. |
Availability
Categorizes agent status into high-level availability categories that indicate whether the agent was free to handle the customer conversations.
| Type | Description |
|---|---|
| Available | Agents are allowed to receive invitations to engage in conversations. This is typically considered a productive time. |
| Unavailable | Agents are logged into their agent desktop but are not expected to engage in conversations with customers. Unavailable activities are often considered not productive and can include activities such as break, meetings, administrative tasks, etc. |
note
Offline agent activity is not reported in Salted CX. You can consider the offline time all the time that is not included in all Available and Unavailable agent activity.
Type
| Type | Description |
|---|---|
| Agent Activity | Actual agent activity as it happened in the platform. |