> ## Documentation Index
> Fetch the complete documentation index at: https://docs.operata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent

> The serviceAgent fields the Agent Experience Collector captures for each Amazon Connect Contact — machine resources, browser, network, softphone versions, and interaction metrics.

The `serviceAgent` object captures the agent endpoint's state for one Amazon Connect Contact: machine resource usage, browser and softphone versions, network details, and interaction metrics. The Agent Experience Collector emits this object for every Contact.

## Schema

```json theme={null}
"serviceAgent": {
  "username": "agent_42",
  "friendlyName": "Riley Chen",
  "machine": {
    "cpu": {
      "modelName": "Intel(R) Core(TM) i7-7700HQ CPU @ 2.80GHz",
      "idlePercentage": { "avg": 77.12 },
      "utilisedPercentage": { "min": 20.25, "max": 27.93, "avg": 22.88 }
    },
    "memory": {
      "availableGb": 16,
      "utilisedPercentage": { "min": 97.34, "max": 99.25, "avg": 98.11 }
    }
  },
  "network": {
    "internetGatewayIp": "103.120.49.101",
    "mediaIpAddress": "192.168.1.12",
    "type": "wifi",
    "availableInterfaces": [
      { "address": "192.168.1.12", "type": "wifi" },
      { "address": "169.254.139.0", "type": "" }
    ],
    "isp": "Bcd Networks Pty Ltd",
    "geolocation": {
      "city": "Whittlesea",
      "region": "Victoria",
      "country": "Australia"
    }
  },
  "browser": {
    "name": "Chrome",
    "version": "115.0.5790.170"
  },
  "softphone": {
    "softphoneUrl": "https://operata-prod.awsapps.com/connect/ccp-v2/softphone",
    "softphoneContextUrl": "https://operata-prod.awsapps.com/connect/ccp-v2/softphone",
    "operataChromeExtVersion": "1.6.13",
    "operataCollectorVersion": "diagnostics",
    "connectStreamsVersion": "1.7.4"
  },
  "interaction": {
    "totalDurationSec": 54,
    "onHoldDurationSec": 11,
    "talkingDurationSec": 43,
    "onMuteDurationSec": 10
  }
}
```

## Fields

| Name                  | Type          | Required | Description                                                                                                                                                                                                                                                                              | Example                                |
| --------------------- | ------------- | -------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------- |
| `username`            | string        | yes      | Agent login username as configured in Amazon Connect.                                                                                                                                                                                                                                    | `agent_42`                             |
| `friendlyName`        | string        | no       | The agent's first name as configured in Amazon Connect.                                                                                                                                                                                                                                  | `Riley Chen`                           |
| `serviceId`           | string (UUID) | no       | Amazon Connect agent ID. Present when CTR collection is enabled.                                                                                                                                                                                                                         | `23aca65c-7bc8-4ead-b9e5-9df15f06b8af` |
| `machine.cpu`         | object        | yes      | Agent machine CPU utilization and availability metrics. See [System CPU and memory usage](/docs/system-resources) for the standalone CPU schema.                                                                                                                                         | —                                      |
| `machine.memory`      | object        | yes      | Agent machine memory utilization and availability metrics.                                                                                                                                                                                                                               | —                                      |
| `network`             | object        | yes      | Agent network information: available interfaces, types, IP addresses, and which interface handled media during the Contact. See [Machine, browser, and network data](/docs/machine-browser-network) and [Geolocation and ISP](/docs/geolocation-isp) for the standalone network schemas. | —                                      |
| `network.isp`         | string        | no       | Name of the internet service provider, identified from the internet interface sending data to Operata.                                                                                                                                                                                   | `Bcd Networks Pty Ltd`                 |
| `network.geolocation` | object        | no       | Geolocation of the ISP point of presence.                                                                                                                                                                                                                                                | —                                      |
| `browser`             | object        | yes      | Browser name and version reported by the Agent Experience Collector.                                                                                                                                                                                                                     | —                                      |
| `softphone`           | object        | yes      | Softphone URL and version information, including the Agent Experience Collector and Amazon Connect Streams versions.                                                                                                                                                                     | —                                      |
| `interaction`         | object        | yes      | Key interaction metrics captured after the Contact connects to the agent: total duration, on-hold time, talking time, on-mute time.                                                                                                                                                      | —                                      |