See related
No related articles
Work session attributes
Last Update: Sep 2024 • Est. Read Time: 3 MINTo check plan availability, see the pricing page.
A work session represents a period of work of a user in the routing system, from signing in until signing out. A new work session is created every time an agent goes to an available status and keeps track of their workspace and other metrics to determine whether or not new work-items should be routed to them. Work sessions also hold the state for the routing status, the capacity, the queues the agent is "listening-to", and their current team.
This article lists the available attributes for work sessions. Keep in mind the following key concepts while reviewing these descriptions:
- Available means the user is available for routed work.
- Busy means the user is busy and will not be routed work.
- Unavailable means the user is unavailable for routed work.
Capacity is the amount of conversations an agent can have at one time in their inbox. This limit is based on their team assignment.
Attribute | Type | Description |
capacityRemaining | Number | Amount of work capacity remaining that the agent can work on (as defined by the routing settings of the team they're available for). This is calculated as Total capacity - open work items assigned to the agent Used in: Capacity (Team Pulse) |
capacityStatus | String | Capacity of the agent's work-session, which can be idle, at-capacity, or not-at-capacity. Used in: Current Agent Status (Queue) |
createdAt | Date | Timestamp of when this work item was created |
handledItemCount | Number | Total number of items handled Used in: Agent Total Handled Items (Queue) |
lastAssignedItemAt | Date | Date when last item was assigned |
lastCompletedItemAt | Date | Date when last item was completed |
modifiedAt | Date | Timestamp of when this work item was last modified |
pausedWorkItemCount | Number | Number of paused (snoozed conversations) currently assigned to the agent |
relationships.status | String | Status ID of the session |
relationships.team | String | Team ID the session relates to |
relationships.user | String | User ID the session relates to |
rev | Number | Revision number of this work item (counts up in order) |
routable | Boolean | Whether or not the user is able be routed new items Used in metric: Current Agent Statuses, Available Agents, Unavailable Agents (Queue) |
signedInAt | Date | Time of first available |
signedOutAt | Date | Time of offline Used in metric: Current Agent Statuses, Available Agents, Unavailable Agents, (Queue) |
statusType | String | Agent's status which can be available, unavailable, or busy. Used in metric: Conversations per Available Agent (Queue) |
totalAvailable | Object | Sum of the total time this agent has been available |
totalAvailable.statusAt | Date | Last time status was changed to available Used in metric: Available Time Total (Queue) |
totalAvailable.time | Number | Total accumulated time in available state. This is calculated on status change. |
totalAvailable.businessTime | Number | Total accumulated time within business hours in available state. This is calculated on status change. Used in metric: Available Time Total (Queue) |
totalAvailableAtCapacity | Object | |
totalAvailableAtCapacity.time | Number | Time spent at full capacity in available status |
totalAvailableAtCapacity.businessTime | Number | Time spent at full capacity within business hours in available status |
totalAvailableIdleCapacity | Object | |
totalAvailableIdleCapacity.time | Number | Time spent idle in available status |
totalAvailableIdleCapacity.businessTime | Number | Time spent idle within business hours in available status |
totalAvailableNotAtCapacity | Object | |
totalAvailableNotAtCapacity.time | Number | Time spent not at capacity (working on at least 1 item) in available status |
totalAvailableNotAtCapacity.businessTime | Number | Time spent not at capacity within business hours (working on at least 1 item) in available status |
totalBusy | Object | Sum of the total time this agent has been busy |
totalBusy.statusAt | Date | Last time status was changed to busy Used in metric: Busy Time Total (Queue) |
totalBusy.time | Number | Total accumulated time in busy state. This is calculated on status change. |
totalBusy.businessTime | Number | Total accumulated time within business hours in busy state. This is calculated on status change. Used in metric: Busy Time Total (Queue) |
totalBusyAtCapacity | Object | |
totalBusyAtCapacity.time | Number | Time spent at full capacity in busy status |
totalBusyAtCapacity.businessTime | Number | Time spent at full capacity within business hours in busy status |
totalBusyIdleCapacity | Object | |
totalBusyIdleCapacity.time | Number | Time spent idle in busy status |
totalBusyIdleCapacity.businessTime | Number | Time spent idle within business hours in busy status |
totalBusyNotAtCapacity | Object | |
totalBusyNotAtCapacity.time | Number | Time spent not at capacity (working on at least 1 item) in busy status |
totalBusyNotAtCapacity.businessTime | Number | Time spent not at capacity within business hours (working on at least 1 item) in busy status |
totalCapacity | Number | The amount of work capacity TOTAL that the agent could work on (as defined by the routing settings of the team they're available for) |
totalUnavailable | Object | A sum of the total time this agent has been unavailable |
totalUnavailable.statusAt | Date | last time status `unavailable` was changed to Used in metric: Unavailable Time Total (Queue) |
totalUnavailable.time | Number | total accumulated time in unavailable state (calculated on status change) |
totalUnavailable.businessTime | Number | total accumulated time within business hours in unavailable state (calculated on status change) Used in metric: Unavailable Time Total (Queue) |
totalUnavailableAtCapacity | Object | |
totalUnavailableAtCapacity.time | Number | Time spent at full capacity in unavailable status |
totalUnavailableAtCapacity.businessTime | Number | Time spent at full capacity within business hours in unavailable status |
totalUnavailableIdleCapacity | Object | |
totalUnavailableIdleCapacity.time | Number | Time spent idle in unavailable status |
totalUnavailableIdleCapacity.businessTime | Number | Time spent idle within business hours in unavailable status |
totalUnavailableNotAtCapacity | Object | |
totalUnavailableNotAtCapacity.time | Number | Time spent not at capacity (working on at least 1 item) in unavailable status |
totalUnavailableNotAtCapacity.businessTime | Number | Time spent not at capacity within business hours (working on at least 1 item) in unavailable status |
updatedAt | Date | Timestamp of when this work item was last updated |
workItemCount | Number | The number of items the user currently has assigned to them. This includes snoozed items. Used in metric: Current Agent Statuses (Queue) |