Agent presence

Agent presence data provides detailed reporting on the status of customer support agents by capturing agent behavior events such as: login/logout, changes in state (Ready/NotReady), changes in focus, and assignment/un-assignment to conversations.

Architecture

1. Data from different sources is combined to provide a comprehensive view of agent status.
2. Agent Presence data is then stored in the Data Warehouse at interval detail, which are measured in 30-minute blocks.
3. Reports can then be generated from the Data Warehouse.

High-level design

1. Human Agent activity generates Agent Events, which are streamed into the platform.
2. The Presence Processor computes the agent state and all related data points to produce a new reporting stream.
3. The Presence Interval Processor collects the data into 30-minute grain segments.
4. The segmented data is stored in the Data Warehouse.
5. Realtime and historical reports can be generated from the Data Warehouse.

Data Dictionary

For a list of data fields and their descriptions, refer to the Agent Fields section.