This page describes the fields that are generated for an agent status event.
| Event | Description |
|---|---|
| uid | A user identifier for the agent. This is generated by the Contact CRM and is unique to the document. |
| startTimestamp | The time when the agent changed their status. |
| timestamp | The time when the agent changed their status. |
| agentId | A user identifier for the agent, as stored in the Contact database. This is the internal ID that is generated when a company administrator creates an agent user. |
| newState | The agent’s new status. |
| newStateName | The name of the agent’s new status. For example, Agent On Call. |
| newStateGroup | An identifier for the group of states to which the new status belongs. |
| newStateGroupName | The name of the group of states to which the new status belongs. For example, Active Call. |
| oldState | The agent’s previous status. |
| oldStateName | The name of the agent’s previous status. For example, Agent Alerting. |
| oldStateGroup | An identifier for the group of states to which the previous status belongs. |
| oldStateGroupName | The name of the group of states to which the previous status belongs. |
| timeInOldStateMs | The time (in milliseconds) that the agent spent in the previous status. |
| cause | The reason why the agent’s status changed. This is mostly used for call wrapup to show whether the timer expired or whether an agent action caused the status change. |
| causeParam | Additonal information on the status change. For example, if the status change was a wrapup extension, this shows how long the call wrapup was extended for. |
| organisationId | The internal number that is used to identify the company that was called. |
| resellerId | The ID of the reseller who provides the system. |