POM Agent activity Details report page field descriptions

Last Updated : Oct 17, 2018 |

The Agent Activity Details report provides detailed timestamps of various events that the agent handles during a customer interaction. The system does not track the report data for a selected call for the time period when the agent manager was nonfunctional.

Field or Button

Description

Time Period

Displays the time period for which the query results are fetched.

Query Time

Displays the time when the query was run.

Filters

Displays the list of filters applied to the job.

Total Records

Displays the total number of records fetched in the report.

Field or Button

Description

Parent POM Session ID

Displays the session ID if Redial attempt is made on the contact. The session ID is also displayed when a Preview attempt is made on the non-default number of the contact.

POM Session ID

Displays the unique identifier for each contact attempt.

Zone

Displays the name of the zone created in Experience Portal.

Campaign Name

Displays the campaign name to which the agent is attached.

Job ID

Displays the identifier of the running session of the outbound campaign.

Agent ID

Displays the unique identifier of an agent as defined in the associated contact center.

If you are using the optional filter Agent ID, the value you specify in that field is used to filter the Agent ID field.

Agent Session ID

Displays the unique identifier of an agent's login in POM, till the agent logs out.

Agent State
Displays the state of an agent. The agent state can be one of the following:

  • Call Connect

  • Consultation

  • External Consultation

  • Call Continue (Transferred)

  • Conference (Owner)

  • Conference (Passive)

  • Preview

  • Callback

  • Redial

  • Wrap-Up

  • Dialing

  • Hold

  • Call Continue

For more information on agent call states, see Using Proactive Outreach Manager.

Start Time

Displays the timestamp from when the agent enters in the current state.

End Time

Displays the timestamp when the agent exists the current state.

State Destination

Displays the destination agent ID or a free form number.

Contact Number

Displays the contact phone number.

Contact ID

Displays the unique identifier of a contact in POM.

User Contact ID

Displays the unique identifier of a contact as specified in the contact data source.