Specifications

Call Detail Record Reports
ShoreTel 7.5 Administration Guide C – 65
Notes
•
Two types of records are placed in the AgentActivity table. The State field identifies
the type of record.
• LogInOut Records record the time that an agent is logged into the workgroup.
• Wrapup records record the time that an agent is in wrapup state.
• All records in the table should have ID, AgentDN, AgentFirstName,
AgentLastName (unless blank), State, WorkGroupDN, WorkGroupName,
StartTimeStamp, and Archived.
• LogInOut Records may exist for agents that have Logged into the workgroup but
have not yet logged out. For these records the StartTimeStamp indicates the time
when the agent logged into the workgroup. The EndTimeStamp is updated when
the agent logs out of the workgroup with the time of the logout.
• For wrapup records the StartTimeStamp indicates the time when the agent entered
wrapup time and EndTimeStamp indicates when they exit wrapup state.
• Wrapup records can contain a CallID to identify the Call that the agent was
wrapping up from for the Wrapup record. This will not be provided in cases where
the agent is manually placed in wrapup state when not on a call.
• There is always a wrapup record when an agent wraps up a call, even for the case
where wrapup time is set to zero.
Field Name Data Type Description
ID AutoNumber Unique identifier. (4-byte integer, required)
CallID Number Unique number for the existence of the call. Provided in
wrapup records only. (4-byte integer)
AgentDN Text WorkGroup Agent’s dialed number (extension). (15 characters,
zero-length)
AgentFirstName Text WorkGroup Agent’s First Name (50 Characters, zero-length).
AgentLastName Text WorkGroup Agent’s Last Name (50 Characters, zero-length)
(may be blank if the agent doesn’t have a last name in the
configuration database)
State Number Enumerated Agent State—set AgentStateLUT for possible
values.
WorkGroupDN Text WorkGroup dialed number (extension) for which this agent
activity is for (15 characters, zero-length)
WorkGroupName Text Workgroup’s name. (50 Characters, zero-length)
StartTimeStamp Date/Time Start time stamp. For LogInOut records, StartTimeStamp
indicates the time when the agent logged into the workgroup.
For wrapup records, the StartTimeStamp indicates the time
when the agent entered wrapup time. See notes below. (8-byte
date/time).
EndTimeStamp Date/Time End time stamp (8-byte date/time).
Archived Yes/No Has this entry been archived? (boolean)