Contents
This table contains statistics on DynamicPriorityGroups targets pertaining to the number of calls which were serviced or not for a particular set of planning data.
The planned data contains figures on the number of calls planned within a particular time slice.
This data contains the actual number of calls received, and other aggregated counters regarding the number of serviced calls.
Calls are aggregated here when:
The service number is associated with the dynamic priority group
The aggregation occurs over all associated service numbers
StatisticsPartA.dtCallStart is within the timeslice
It does not matter when the call was actually connected with an agent.
Aggregation
The data is aggregated for the planned time slice. A call is considered as within the timeslice, if StatisticsPartA.dtCallStart is within that timeslice.
Fields
Field | Type | Meaning |
|---|---|---|
DynamicPriorityGroupsTargetsID | INT | The ID of the planned data for the timeslice and dynamic priority group. |
TotalCalls | INT | The total number of calls presented to the dynamic priority group within the timeslice. |
ServicedCalls | INT | The total number of calls serviced (answered by agents) to the dynamic priority group within the timeslice. Service level seconds etc. are not considered, a call answered by an agent is enough. |
ServicedCallsWaitingTimeTotal | INT | The total waiting time from StatisticsPartA.dtCallStart to AcdStatisticsPartB.dtAgentConnect for all serviced calls within the timeslice. |
ServicedCallsWaitingTimeMax | INT | The maximum waiting time from StatisticsPartA.dtCallStart to AcdStatisticsPartB.dtAgentConnect for all serviced calls within the timeslice. |
CallerHangupNoConnectCalls | INT | The total number of calls where the caller hungup before the call was answered by an agents within the timeslice. |
CallerHangupNoConnectCallsWaitingTimeTotal | INT | The total waiting time from StatisticsPartA.dtCallStart to StatisticsPartA.dtCallEndfor all CallerHangupNoConnectCalls within the timeslice. |
CallerHangupNoConnectCallsWaitingTimeMax | INT | The maximum waiting time from StatisticsPartA.dtCallStart to StatisticsPartA.dtCallEndfor all CallerHangupNoConnectCalls within the timeslice. |
SystemHangupNoConnectCalls | INT | The total number of calls where the system hungup before the call was connected (to an announcement or answered by an agent) within the timeslice. This will be due to a configuration (timeout, group rule etc.). |
SystemHangupNoConnectCallsWaitingTimeTotal | INT | The total waiting time from StatisticsPartA.dtCallStart to StatisticsPartA.dtCallEndfor all SystemHangupNoConnectCalls within the timeslice. |
SystemHangupNoConnectCallsWaitingTimeMax | INT | The maximum waiting time from StatisticsPartA.dtCallStart to StatisticsPartA.dtCallEndfor all SystemHangupNoConnectCalls within the timeslice. |
CallerHangupConnectedCalls | INT | The total number of calls where the caller hungup before the call was connected to an agent but after the call was connected to the system (usually to an announcement) within the timeslice. |
CallerHangupConnectedCallsWaitingTimeTotal | INT | The total waiting time from StatisticsPartA.dtCallStart to StatisticsPartA.dtCallEndfor all CallerHangupConnectedCalls within the timeslice. |
CallerHangupConnectedCallsWaitingTimeMax | INT | The maximum waiting time from StatisticsPartA.dtCallStart to StatisticsPartA.dtCallEndfor all CallerHangupConnectedCalls within the timeslice. |
SystemHangupConnectedCalls | INT | The total number of calls where the system hungup before the call was connected to an agent but after the call was connected to the system (usually to an announcement) within the timeslice. This will be due to a configuration (timeout, group rule etc.). |
SystemHangupConnectedCallsWaitingTimeTotal | INT | The total waiting time from StatisticsPartA.dtCallStart to StatisticsPartA.dtCallEndfor all SystemHangupConnectedCalls within the timeslice. |
SystemHangupConnectedCallsWaitingTimeMax | INT | The maximum waiting time from StatisticsPartA.dtCallStart to StatisticsPartA.dtCallEndfor all SystemHangupConnectedCalls within the timeslice. |
dtLastModified | TIMESTAMP | The date and time on which this record was last modified. |