Table name: agents
Table holding information about each agent. “Supports” the table agent_event, which holds a foreign key reference to this table. This table is updated every night if there are agent changes in Puzzel (new or deleted agents, or agents having changed user group).
Please note there might be some rows in the agents table with full_name = ‘AutogeneratedFromOdr’, for 2 main reasons:
- A newly created agent that received a call before being populated with correct name in the table (the correct name will appear the next day).
- A call to this customer’s access number being answered by an agent belonging to another customer (aka ‘guest service’). Such users will be given deleted=’1’ since it’s not belonging to this customer
|agent_id||int||A unique number identifying the agent. For internal db use only, the end-user does not know about this.|
|customer_key||varchar(100)||The customer key (number) for the customer who “owns” this agent. For those customers only holding one customer key at Puzzel, all agents will have the same customer_key.|
|user_num||varchar(50)||A (up to six digit) number that identifies the agent. Known for the end-users. Unique within same customer key. Optional field, not necessary set for all agents.|
|full_name||nvarchar(250)||A combination of the agents first and last name.|
|usergroup_id||int||A database internal unique id for the user group|
|usergroup_name||nvarchar(250)||The name of the user group.|
|dte_updated||datetime||Datestamp for the last update of this agent record.|
For agents having media type chat/social/email in the profile, there will be a separate agent_id for each possible parallel written request the agent can handle. (Max parallel written requests is defined by the admin). For agents that handle written requests, there will always be one “normal” agent_id (the ‘main’ agent) and one or more secondary agent_ids used for written requests. The linking between the main agent and its secondary agents for written requests are done through column chat_master_user_id (see below).
chat_role will be
|chat_master_user_id||Int||The agent_id for the main agent. See also above.|
|unblockable_role||tinyint||For a Group number (aka “unblockable agent”) there is a set of secondary agents, one for each “line” in the Group number. The Group number’s ‘main agent’ will hold the name and password, and is the one the end users will see and deal with.
Unblockable_role is NULL for non-unblockable agents, 1 for the unblockable main agent, and 0 for its secondary agents (the underlying lines). The value 99 is used for those secondary agents/lines not in use anymore (typically when the number of lines in parallel has been reduced later).
|unblockable_group||Int||A unique id grouping all the unblockable agents within the same unblockable group together. (The number used is the number for the usergroup to whom the unblockable agent (group) belongs).|
|deleted||bit||The agent might be deleted in the source (active) system, though we still need it here in the database for historical reasons. Value of 1 means that the agent is deleted in Puzzel, 0 = the agent is (active) in Puzzel. The column dte_updated is also updated as well.|
|user_name||nvarchar(50)||The agent’s username (when login is done).|
|nvarchar(256)||The user’s registered email address in Puzzel.|
|mobile||nvarchar(256)||The user’s registered mobile phone number in Puzzel.
(The phone number the agent uses when logging on to queue is found in table agent_events in field phone_num).