Table: User Status History (Edify App)

Edify App > Analytics > Table: User Status History (Edify App)

This article contains column documentation for the User Status History table in the Analytics workspace in Edify App.

In this article

Overview

The User Status History table records all of the past status changes for all users on your account.

It includes columns that contain information like:

  • What status did the user have?

  • When did the status begin? When did the status end?

  • What type of status was it?

Additionally, his table provides a breakdown of how long they were available, busy, away, or offline while they were in the particular status.

Data sources using this table

This table is included in the following data sources. Click any of the links below to learn more about the data source, including its purpose and any other associated tables.

Column descriptions

This section alphabetically lists and describes each of the columns in the User Status History table.

AccountId

Contains the identifier of the Edify account the user is part of.

ApiRequestIdEnd

Contains the identifier of the API request that caused the status to end (if the status ended due to an API request).

ApiRequestIdStart

Contains the identifier of the API request that created the status (if the status was created from an API request).

CreatedAt

Contains the recorded date and time of when the status record was created.

CreatedBy

Contains the user ID of who created the user status history record. When a status changes, this field records who changed the status.

This could be the user ID of a user, a manager, or the Edify system.

Duration

Contains the length of time (in seconds) the user spent in the status.

DurationAvailable

Contains the amount of time (in seconds) that, while in the status, the user’s status type was set to “Available.”

DurationAway

Contains the amount of time (in seconds) that, while in the status, the user’s status type was set to “Away.”

DurationBusy

Contains the amount of time (in seconds) that, while in the status, the user’s status type was set to “Busy.”

DurationOffline

Contains the amount of time (in seconds) that, while in the status, the user’s status type was set to “Offline.”

Endtime

Contains the recorded date and time of when the status record ended.

Id

Contains the unique identifier of the status history record.

IsLogin

Specifies whether the status change was caused by the user logging into Edify App.

Values you will see here include:

  • 0 (false, status was not triggered by logging into Edify)

  • 1 (true, status was triggered by logging into Edify)

IsSystem

Specifies whether the status type change was triggered by Edify or not.

Values you will see include:

  • 0 (false, not triggered by Edify)

  • 1 (true, triggered by Edify)

When a status is not triggered by Edify (a “0” value), this means that the queue user manually updated the status themselves or another user with this type of access changed it for them, like when a manager or trainer updates a queue user’s status for them.

When a status is triggered by Edify (a “1” value), this is common when the user loses interaction connection and Edify changes the user’s status to ‘Offline’ during the connection lost event.

QueueId

Contains the identifier of the queue associated with the user status record.

StartTime

Contains the recorded date and time of when the status record was created.

Status

Contains the user’s status message, or reason for being in the status.

In Edify, a status is simply a message, or a reason, that communicates the user’s current state or availability in the system. For example, a user could write in their status that they’re “Available” or that they’ll “Be right back.”

Statuses are distinct from status types, which determine whether a user can receive interactions from a queue.

The statuses you may see in this field can come from two different sources:

  • User input (the user providing their own custom message)

  • The system (the system providing a default message for a status)

StatusType

Contains the type of status.

A status type is distinct from a status. A status type determines whether a user can receive interactions from a queue, while a status is simply a message that helps to communicate to coworkers what a user is currently doing.

For example, a user (who has their CX Login set to “Enabled”) who sets their status type to “available” can receive queue interactions. But, when they set their status to “Busy”, they will no longer automatically receive inbound interactions.

There is a set number of status types that are available. The type of status is also reflected by the color next to the status in Edify.

Status types include:

  • available

  • away

  • busy

  • CX Login

  • offline

  • Q Login

UpdatedAt

Contains the date and time of when the user status was modified.

UpdatedBy

Contains the identifier of the user who last modified the user status record.

UserID

Contains the identifier of the user the status is associated with.