Description
This report contains data about each media event, one row for each transition a media event has been through.
A summary is provided for each media event including totals for the time columns and a comma separated list of all transaction codes recorded.
At the bottom of the report, a report summary provides Total, Minimum, Maximum and Average values for each time column.
Sample Execution (Input) → Sample Report (Output)
Columns
The following columns are provided.
| Name | Value | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
ID | The AcdEventsID | ||||||||||
Acd Events Type | The type of the Acd Event (voicemail, callback, ...) | ||||||||||
Sender | The Acd Event's Sender | ||||||||||
Receiver | The Acd Event's Receiver | ||||||||||
Subject | The Acd Event's Subject | ||||||||||
| Acd Group | The Acd Event's Group | ||||||||||
| Agent | The Acd Event's Agent | ||||||||||
| Acd Events Status | The status of the Acd Events (New, Seen, Done, ...) | ||||||||||
| Date | The date and time of the row data. | ||||||||||
| Comments | The comments for each step of the processing. | ||||||||||
| Colour Coded Column |
| ||||||||||
| Distribute Time | If the status corresponds to a queued status, the time is output and cumulated in this column. | ||||||||||
| New Time | If the status corresponds to a new at agent status, the time is output and cumulated in this column. | ||||||||||
| Seen Time | If the status corresponds to a seen at agent status, the time is output and cumulated in this column. | ||||||||||
| Calls Time | The amount of time the agent spent on calls during either "New Time" or "Seen Time" is output here. Calculated using: StatisticsPartB.dtCallEnd - StatisticsPartB.dtCallStart | ||||||||||
| Waiting Time New | ( New Time - Calls Time ) → The actual waiting time for this event - the net time when the agent was not processing phone calls during "New Time". | ||||||||||
| Handling Time | ( Seen Time - Calls Time ) → The actual handling time for this event - the net time when the agent was not processing phone calls during "Seen Time". | ||||||||||
| Transaction Codes | A comma separated list of transaction codes Export Keys recorded during this phase of the event processing. |