Introduction

The report "14. Agent by Event (All)" from the "Agents" report group allows you to see, in a history format, each agent status change and its relation to an interaction (when applicable), including the duration of the status, start/end time, call identifiers, and associated data such as interaction type, destination, phone number, and campaign. It is useful for operational auditing, validation of shift/activity compliance, productivity analysis, and detailed reading of what happened "event by event" over a period of time.

Report Information

• AGENT_ID: Numeric identifier of the agent within the operation; use it to filter, group, or cross-reference with other reports when you need to consolidate the activity of the same agent even if the visible name changes or there are homonyms.
• AGENT_STATUS: Status of the agent during that event; this column includes default values such as READY (available to receive/manage interactions), RING (ringing/alert before the call is answered), TALK (active conversation with the customer), and ACW (After Call Work, post-call management time), as well as custom statuses created by the administrator for the operation (e.g., "Break," "Lunch," "Meeting," etc.).
• TIME: Duration of the reported event/status (hh:mm:ss format); used to quantify how long the agent remained in that specific status and detect, for example, prolonged READY, high ACW, or short/long TALK depending on the case.
• DATE_INI: Exact date and time when the event/status started; allows you to locate the exact moment when the agent changed to that status and reconstruct the timeline accurately.
• DATE_END: Exact date and time when the event/status ended; by comparing it with DATE_INI, you can validate the duration (TIME), detect cuts, rapid transitions, or extended periods per status.
• CONN_ID: Connection/session identifier associated with the event when applicable (e.g., during call-related statuses); it is key for traceability because it allows grouping events related to the same interaction and facilitates technical or operational auditing.
• TYPE_INTERACTION: Type of interaction associated with the event when the status corresponds to call activity; it can yield default values such as conference (conference call), inbound (incoming call), internal call (internal call), internal call_inb (incoming internal call), internal call_que (internal call originating from a queue), out_pre (outbound call in predictive campaign), outbound_ma (manual outbound call), and transfer (transferred call), which helps you understand the context of the event and classify the activity by contact type.
• DESTINY: Destination or destination label associated with the interaction (when applicable); it usually describes where the call was directed or its routing categorization (e.g., an "international" destination or other labels defined by the operation), useful for segmenting activity by destination type.
• TELEPHONE: Telephone number related to the interaction (when applicable); used for specific contact auditing, validation of attempts, and traceability of specific cases (according to data protection policies and permissions of the operation).
• CAMPAIGN_ID: Identifier of the campaign associated with the interaction (when applicable); it may appear as a numeric ID or 0 when there is no linked campaign, and is used to analyze activity by campaign or distinguish "non-campaign" activity.
• AGENT_DNI: Document/identification of the agent (if configured in the operation); used for administrative validations, cross-referencing with external systems, or to avoid ambiguities when there are similar names.
• AGENT_NAME: Visible name of the agent in the system; it is the most direct field for operational reading of the report and for sharing findings with leaders, QA, or WFM without relying on the ID.