...
Query
Two tables are provided, CompressedA15 CompressedUA15 (15 minute time slices) and CompressedADay CompressedUADay (day compression), aggregated according to the following queries.
The first query aggregates calls made TO the agent (direct calls from the ACD and calls transferred to the agent):
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SELECT UsersID, (Various Aggregations) FROM JTELStats.StatisticsPartAStatisticsPartB ab LEFT JOIN JTELStats.AcdStatisticsPartBStatisticsPartA acdb ON a.ID = acdb.StatisticsPartAID LEFT JOIN JTELStats.StatisticsPartB b ON acdb.ID = b.AcdStatisticsPartBID WHERE ( aa ON b.StatisticsPartAID = a.ID WHERE ( b.ClientsID = _ClientsID ) AND ( a AND ( b.dtCallStart BETWEEN _Timeslice_Begin AND TIMESTAMPADD( MINUTE, 15, _Timeslice_Begin ) ) AND Timeslice_End_ ) AND ( b.bOutbound = 0 ); |
The second query aggregates calls made BY the agent (calls transferred by the agent):
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SELECT ( a.bOutbound = 0 ) GROUP BY a.ID; |
Partitioning and Aggregations
OriginUsersID,
(Various Aggregations)
FROM JTELStats.StatisticsPartB b
JOIN JTELStats.StatisticsPartA a
ON b.StatisticsPartAID = a.ID
WHERE ( b.ClientsID = _ClientsID )
AND
( b.dtCallStart BETWEEN _Timeslice_Begin AND Timeslice_End_ )
AND
( b.bOutbound = 0 )
AND
( b.OriginUsersID IS NOT NULL ); |
Partitioning and Aggregations
When the data is aggregated, it is divided into several consistent When the data is aggregated, it is divided into several consistent partitions, according to the following logic. The resulting aggregations then either count a call, if a condition is met, or determine the time between two timestamps.
ServiceNumber_* Fields
Partitions all records only using fields from StatisticsPartA.
dtCallConnect | bCallerHangup | CauseCodesID | Field |
NULL | <> 0 |
| Abandoned |
NULL | 0 | 17 | Busy |
NULL | 0 | <> 17 | Reject |
NOT NULL |
|
| Offhook |
ACD_* Fields
Partitions records only for which an AcdStatisticsPartB record exists, and for which it is not a group transfer or group overflow.
The condition used is:
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( AcdStatisticsPartB.ID IS NOT NULL ) AND ( AcdStatisticsPartB.AcdOriginGroupsID IS NULL ) |
Queue_* Fields
Further partitions records which have entered the ACD, only calls which enter the queue.
The additional condition used is:
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( AcdStatisticsPartB.dtQueueStart IS NOT NULL ) |
Queue_Serviced_* Fields
Further partition on calls which entered the queue, only calls answered by an agent are considered (calls were definitely offhook). The condition used is:
The additional condition used is:
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( StatisticsPartA.dtCallConnect IS NOT NULL ) AND ( AcdStatisticsPartB.dtAgentConnect IS NOT NULL ) |
Queue_NotServiced_* Fields
Further partition on calls which entered the queue, and were offhook, only calls not answered by an agent are considered. The condition used is:
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( StatisticsPartA.dtCallConnect IS NOT NULL ) AND ( AcdStatisticsPartB.dtAgentConnect IS NULL ) |
These calls are further partitioned into Abandoned and Reject as follows:
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a.bCallerHangup = 0 --> System hangup (Reject)
a.bCallerHangup <> 0 --> Caller hangup (Abandoned) |
AgentCalls_*, GroupTransfer_*, AgentTransfer_*, NumberTransfer_* Fields
Only records which meet the following condition are considered:
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( StatisticsPartB.ID IS NOT NULL ) |
I.e. where an agent or destination call was made.
The following partitions are used:
Condition | Partition |
StatisticsPartB.StatisticsPartBOrigin IS NULL | AgentCalls_ |
( StatisticsPartB.StatisticsPartBOrigin IS NOT NULL ) AND ( StatisticsPartB.AcdGroupsID <> AcdStatisticsPartB.AcdGroupsID ) | GroupTransfer_ |
( StatisticsPartB.StatisticsPartBOrigin IS NOT NULL ) AND ( StatisticsPartB.AcdGroupsID = AcdStatisticsPartB.AcdGroupsID ) AND ( StatisticsPartB.bTransferAgent <> 0 ) | AgentTransfer_ |
( StatisticsPartB.StatisticsPartBOrigin IS NOT NULL ) AND ( StatisticsPartB.AcdGroupsID = AcdStatisticsPartB.AcdGroupsID ) AND ( StatisticsPartB.bTransferExternalNumber <> 0 ) | NumberTransfer_ |
Further partitioning is according to the CONNRES field.
CONNRES | Result |
1 | OK |
2 | NoAnswer |
3 | Busy |
4 | CallerHangup |
6 | Rejected |
0, 5, > 6 | Failure |
Tables
CompressedA15
This table contains compressed statistics for 15 minute intervals.
CompressedADay
This table contains compressed statistics for day intervals.
Fields
The field definitions are essentially the same, in both tables, only the aggregation intervals are different.
Partitioning on CONNRES
All results are partitioned by CONNRES.
CONNRES | Field |
1 | OK |
2 | No Answer |
3 | Busy |
4 | Caller Hangup |
6 | Reject |
0, 5, 6 | Failure |
Partitioning on calls to UsersID
StatisticsPartBOrigin | Field | Meaning |
NULL | Direct_* | Direct call to agent |
NOT NULL | FromTransfer_* | Call transferred to agent |
Partitioning on calls made by OriginUsersID
bTransferExternalNumber | bTransferAgent | Field | Meaning |
1 | TransferOut_Number_* | Call transferred by agent to external number | |
| 1 | TransferOut_Agent_* | Call transferred by agent to another agent |
0 | 0 | TransferOut_Group_* | Call transferred by agent to group |
Tables
CompressedUA15
This table contains compressed statistics for 15 minute intervals.
CompressedUADay
This table contains compressed statistics for day intervals.
Fields
The field definitions are essentially the same, in both tables, only the aggregation intervals are different.
Field | Type | Contents | ||
ID | INT | A unique ID assigned to each record. Note, that IDs are not re-used, since if an interval is recalculated, the record is added with REPLACE, i.e. the existing record will be delteted and a new record with a new ID will be created in its place. | ||
ClientsID | INT | ID of client from Clients table. | ||
UsersID | INT | The ID of the user from the Users table. | ||
UsersProfilesID | INT | The ID of the user profile from UserProfiles in which the agent was logged in. | ||
ServiceNumbersID | INT | ID of service number from ServiceNumbers table. | ||
DynamicPriorityGroupsID | INT | ID of dynamic priority group from DynamicPriorityGroups table. | ||
RoutingApplicationsID | INT | ID of the routing application from the RoutingApplications Table. | ||
AcdGroupsID | INT | ID of the ACD group, from the AcdGroups table. | ||
dtIntervalStart | DATETIME | Date and Time of the start of the interval. | ||
UsersUID | VARCHAR(64) | The UsersUID field. | ||
UsersName | VARCHAR(64) | The Users Name. | ||
UsersFirstName | VARCHAR(64) | The Users FirstName. | ||
UsersProfilesName | VARCHAR(64) | The UsersProfiles Name. | ||
ServiceNumbersRootNumber | VARCHAR(32) | The RootNumber field of the service number, as configured when the compressed statistics were created. | ||
ServiceNumbersName | VARCHAR(64) | The Name field of the service number, as configured when the compressed statistics were created. | ||
ServiceNumbersName2 | VARCHAR(64) | The Name2 field of the service number, as configured when the compressed statistics were created. | ||
DynamicPriorityGroupsName | VARCHAR(64) | The Name field from the DynamicPriorityGroups table, as configured when the compressed statistics were created. | ||
AcdGroupsName | VARCHAR(64) | The Name field from the AcdGroups table, as configured when the compressed statistics were created. | ||
Direct_Count | INT | Calls directly to agent. | ||
Direct_OK_Count | INT | Calls directly to agent, answered. | ||
Direct_OK_Time_CallStart_CallConnect_Total | BIGINT | Calls directly to agent, answered, total seconds from dtCallStart to dtCallConnect. | ||
Direct_OK_Time_CallStart_CallConnect_Max | Calls directly to agent, answered, max seconds from dtCallStart to dtCallConnect. | |||
Direct_OK_Time_CallConnect_CallEnd_Total | BIGINT | Calls directly to agent, answered, total seconds from dtCallConnect to dtCallEnd. | ||
Direct_OK_Time_CallConnect_CallEnd_Max | INT | Calls directly to agent, answered, max seconds from dtCallConnect to dtCallEnd. | ||
Direct_OK_PostCall_Count | INT | Calls directly to agent, answered, number of calls with post call work. | ||
Direct_OK_PostCall_Time_Total | BIGINT | Calls directly to agent, answered, total time in post call work. | ||
Direct_OK_PostCall_Time_Max | INT | Calls directly to agent, answered, max time in post call work. | ||
Direct_NoAnswer_Count | ||||
Direct_NoAnswer_Time_CallStart_CallEnd_Total | ||||
Direct_NoAnswer_Time_CallStart_CallEnd_Max | ||||
Direct_Busy_Count | ||||
Direct_CallerHangup_Count | ||||
Direct_CallerHangup_Time_CallStart_CallEnd_Total | ||||
Direct_CallerHangup_Time_CallStart_CallEnd_Max | ||||
Direct_Reject_Count | ||||
Direct_Reject_Time_CallStart_CallEnd_Total | ||||
Direct_Reject_Time_CallStart_CallEnd_Max | ||||
Direct_Failure_Count | ||||
FromTransfer_Count | ||||
FromTransfer_OK_Count | ||||
FromTransfer_OK_Time_CallStart_CallConnect_Total | ||||
FromTransfer_OK_Time_CallStart_CallConnect_Max | ||||
FromTransfer_OK_Time_CallConnect_CallEnd_Total | ||||
FromTransfer_OK_Time_CallConnect_CallEnd_Max | ||||
FromTransfer_OK_PostCall_Count | ||||
FromTransfer_OK_PostCall_Time_Total | ||||
FromTransfer_OK_PostCall_Time_Max | ||||
FromTransfer_NoAnswer_Count | ||||
FromTransfer_NoAnswer_Time_CallStart_CallEnd_Total | ||||
FromTransfer_NoAnswer_Time_CallStart_CallEnd_Max | ||||
FromTransfer_Busy_Count | ||||
FromTransfer_CallerHangup_Count | ||||
FromTransfer_CallerHangup_Time_CallStart_CallEnd_Total | ||||
FromTransfer_CallerHangup_Time_CallStart_CallEnd_Max | ||||
FromTransfer_Reject_Count | ||||
FromTransfer_Reject_Time_CallStart_CallEnd_Total | ||||
FromTransfer_Reject_Time_CallStart_CallEnd_Max | ||||
FromTransfer_Failure_Count | ||||
TransferOut_Number_Count | ||||
TransferOut_Number_OK_Count | ||||
TransferOut_Number_OK_Time_CallStart_CallConnect_Total | ||||
TransferOut_Number_OK_Time_CallStart_CallConnect_Max | ||||
TransferOut_Number_OK_Time_CallConnect_CallEnd_Total | ||||
TransferOut_Number_OK_Time_CallConnect_CallEnd_Max | ||||
TransferOut_Number_NoAnswer_Count | ||||
TransferOut_Number_NoAnswer_Time_CallStart_CallEnd_Total | ||||
TransferOut_Number_NoAnswer_Time_CallStart_CallEnd_Max | ||||
TransferOut_Number_Busy_Count | ||||
TransferOut_Number_CallerHangup_Count | ||||
TransferOut_Number_CallerHangup_Time_CallStart_CallEnd_Total | ||||
TransferOut_Number_CallerHangup_Time_CallStart_CallEnd_Max | ||||
TransferOut_Number_Reject_Count | ||||
TransferOut_Number_Reject_Time_CallStart_CallEnd_Total | ||||
TransferOut_Number_Reject_Time_CallStart_CallEnd_Max | ||||
TransferOut_Number_Failure_Count | ||||
TransferOut_Group_Count | ||||
TransferOut_Group_OK_Count | ||||
TransferOut_Group_OK_Time_CallStart_CallConnect_Total | ||||
TransferOut_Group_OK_Time_CallStart_CallConnect_Max | ||||
TransferOut_Group_OK_Time_CallConnect_CallEnd_Total | ||||
TransferOut_Group_OK_Time_CallConnect_CallEnd_Max | ||||
TransferOut_Group_NoAnswer_Count | ||||
TransferOut_Group_NoAnswer_Time_CallStart_CallEnd_Total | ||||
TransferOut_Group_NoAnswer_Time_CallStart_CallEnd_Max | ||||
TransferOut_Group_Busy_Count | ||||
TransferOut_Group_CallerHangup_Count | ||||
TransferOut_Group_CallerHangup_Time_CallStart_CallEnd_Total | ||||
TransferOut_Group_CallerHangup_Time_CallStart_CallEnd_Max | ||||
TransferOut_Group_Reject_Count | ||||
TransferOut_Group_Reject_Time_CallStart_CallEnd_Total | ||||
TransferOut_Group_Reject_Time_CallStart_CallEnd_Max | ||||
TransferOut_Group_Failure_Count | ||||
TransferOut_Agent_Count | ||||
TransferOut_Agent_OK_Count | ||||
TransferOut_Agent_OK_Time_CallStart_CallConnect_Total | ||||
TransferOut_Agent_OK_Time_CallStart_CallConnect_Max | ||||
TransferOut_Agent_OK_Time_CallConnect_CallEnd_Total | ||||
TransferOut_Agent_OK_Time_CallConnect_CallEnd_Max | ||||
TransferOut_Agent_NoAnswer_Count | ||||
TransferOut_Agent_NoAnswer_Time_CallStart_CallEnd_Total | ||||
TransferOut_Agent_NoAnswer_Time_CallStart_CallEnd_Max | ||||
TransferOut_Agent_Busy_Count | ||||
TransferOut_Agent_CallerHangup_Count | ||||
TransferOut_Agent_CallerHangup_Time_CallStart_CallEnd_Total | ||||
TransferOut_Agent_CallerHangup_Time_CallStart_CallEnd_Max | ||||
TransferOut_Agent_Reject_Count | ||||
TransferOut_Agent_Reject_Time_CallStart_CallEnd_Total | ||||
TransferOut_Agent_Reject_Time_CallStart_CallEnd_Max | ||||
TransferOut_Agent_Failure_Count | ||||
Field | Type | Contents | ||
ID | INT | A unique ID assigned to each record. Note, that IDs are not re-used, since if an interval is recalculated, the record is added with REPLACE, i.e. the existing record will be delteted and a new record with a new ID will be created in its place. | ||
ClientsID | INT | ID of client from Clients table. | ||
ServiceNumbersID | INT | ID of service number from ServiceNumbers table. | ||
DynamicPriorityGroupsID | INT | ID of dynamic priority group from DynamicPriorityGroups table. | ||
RoutingApplicationsID | INT | ID of the routing application from the RoutingApplications Table. | ||
AcdGroupsID | INT | ID of the ACD group, from the AcdGroups table. | ||
dtIntervalStart | DATETIME | Date and Time of the start of the interval. | ||
ServiceNumbersRootNumber | VARCHAR(32) | The RootNumber field of the service number, as configured when the compressed statistics were created. | ||
ServiceNumbersName | VARCHAR(64) | The Name field of the service number, as configured when the compressed statistics were created. | ||
ServiceNumbersName2 | VARCHAR(64) | The Name2 field of the service number, as configured when the compressed statistics were created. | ||
DynamicPriorityGroupsName | VARCHAR(64) | The Name field from the DynamicPriorityGroups table, as configured when the compressed statistics were created. | ||
AcdGroupsName | VARCHAR(64) | The Name field from the AcdGroups table, as configured when the compressed statistics were created. | ||
ServiceNumber_Count | INT | Calls to service number, total. | ||
ServiceNumber_Abandoned_Count | INT | Calls to service number, abandoned (caller hangup). | ||
ServiceNumber_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Calls to service number, abandoned (caller hangup), total seconds from dtCallStart to dtCallEnd. | ||
ServiceNumber_Abandoned_Time_CallStart_CallEnd_Max | INT | Calls to service number, abandoned (caller hangup), max seconds from dtCallStart to dtCallEnd. | ||
ServiceNumber_Busy_Count | INT | Calls to service number, busy (from system). | ||
ServiceNumber_Busy_Time_CallStart_CallEnd_Total | BIGINT | Calls to service number, busy (from system), total seconds from dtCallStart to dtCallEnd. | ||
ServiceNumber_Busy_Time_CallStart_CallEnd_Max | INT | Calls to service number, busy (from system), max seconds from dtCallStart to dtCallEnd. | ||
ServiceNumber_Reject_Count | INT | Calls to service number, rejected (by system). | ||
ServiceNumber_Reject_Time_CallStart_CallEnd_Total | BIGINT | Calls to service number, rejected (by system), total seconds from dtCallStart to dtCallEnd. | ||
ServiceNumber_Reject_Time_CallStart_CallEnd_Max | INT | Calls to service number, rejected (by system), max seconds from dtCallStart to dtCallEnd. | ||
ServiceNumber_Offhook_Count | INT | Calls to service number, system offhook. | ||
ServiceNumber_Offhook_Time_CallStart_CallEnd_Total | BIGINT | Calls to service number, system offhook, total seconds from dtCallStart to dtCallEnd. | ||
ServiceNumber_Offhook_Time_CallStart_CallEnd_Max | INT | Calls to service number, system offhook, max seconds from dtCallStart to dtCallEnd. | ||
ServiceNumber_Offhook_Time_CallConnect_CallEnd_Total | BIGINT | Calls to service number, system offhook, total seconds from dtCallConnect to dtCallEnd. | ||
ServiceNumber_Offhook_Time_CallConnect_CallEnd_Max | INT | Calls to service number, system offhook, max seconds from dtCallConnect to dtCallEnd. | ||
ACD_Count | INT | Calls to ACD, total. | ||
ACD_StandardService_Count | INT | Calls to ACD in standard service times, total. | ||
ACD_NotStandardService_Count | INT | Calls to ACD not in standard service times, total. | ||
ACD_Abandoned_Count | INT | Calls to ACD, abandoned (caller hangup). | ||
ACD_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, abandoned (caller hangup), total seconds from dtCallStart to dtCallEnd. | ||
ACD_Abandoned_Time_CallStart_CallEnd_Max | INT | Calls to ACD, abandoned (caller hangup), max seconds from dtCallStart to dtCallEnd. | ||
ACD_Abandoned_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, abandoned (caller hangup), total seconds from dtGroupStart to dtCallEnd. | ||
ACD_Abandoned_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, abandoned (caller hangup), max seconds from dtGroupStart to dtCallEnd. | ||
ACD_Busy_Count | INT | Calls to ACD, busy (from system). | ||
ACD_Busy_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, busy (from system), total seconds from dtCallStart to dtCallEnd. | ||
ACD_Busy_Time_CallStart_CallEnd_Max | INT | Calls to ACD, busy (from system), max seconds from dtCallStart to dtCallEnd. | ||
ACD_Busy_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, busy (from system), total seconds from dtGroupStart to dtCallEnd. | ||
ACD_Busy_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, busy (from system), max seconds from dtGroupStart to dtCallEnd. | ||
ACD_Reject_Count | INT | Calls to ACD, rejected (by system). | ||
ACD_Reject_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, rejected (by system), total seconds from dtCallStart to dtCallEnd. | ||
ACD_Reject_Time_CallStart_CallEnd_Max | INT | Calls to ACD, rejected (by system), max seconds from dtCallStart to dtCallEnd. | ||
ACD_Reject_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, rejected (by system), total seconds from dtGroupStart to dtCallEnd. | ||
ACD_Reject_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, rejected (by system), max seconds from dtGroupStart to dtCallEnd. | ||
ACD_Offhook_Count | INT | Calls to ACD, system offhook. | ||
ACD_Offhook_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, system offhook, total seconds from dtCallStart to dtCallEnd. | ||
ACD_Offhook_Time_CallStart_CallEnd_Max | INT | Calls to ACD, system offhook, max seconds from dtCallStart to dtCallEnd. | ||
ACD_Offhook_Time_CallConnect_CallEnd_Total | BIGINT | Calls to ACD, system offhook, total seconds from dtCallConnect to dtCallEnd. | ||
ACD_Offhook_Time_CallConnect_CallEnd_Max | INT | Calls to ACD, system offhook, max seconds from dtCallConnect to dtCallEnd. | ||
ACD_Offhook_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, system offhook, total seconds from dtGroupStart to dtCallEnd. | ||
ACD_Offhook_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, system offhook, max seconds from dtGroupStart to dtCallEnd. | ||
Queue_Count | INT | Calls to ACD, entered queue, total. | ||
Queue_StandardService_Count | INT | Calls to ACD, entered queue in standard service times, total. | ||
Queue_NotStandardService_Count | INT | Calls to ACD, entered queue not in standard service times, total. | ||
Queue_Abandoned_Count | INT | Calls to ACD, entered queue, abandoned (caller hangup). | ||
Queue_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, abandoned (caller hangup), total seconds from dtCallStart to dtCallEnd. | ||
Queue_Abandoned_Time_CallStart_CallEnd_Max | INT | Calls to ACD, entered queue, abandoned (caller hangup), max seconds from dtCallStart to dtCallEnd. | ||
Queue_Abandoned_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, abandoned (caller hangup), total seconds from dtGroupStart to dtCallEnd. | ||
Queue_Abandoned_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, entered queue, abandoned (caller hangup), max seconds from dtGroupStart to dtCallEnd. | ||
Queue_Abandoned_Time_QueueStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, abandoned (caller hangup), total seconds from dtQueueStart to dtCallEnd. | ||
Queue_Abandoned_Time_QueueStart_CallEnd_Max | INT | Calls to ACD, entered queue, abandoned (caller hangup), max seconds from dtQueueStart to dtCallEnd. | ||
Queue_Busy_Count | INT | Calls to ACD, entered queue, busy (from system). | ||
Queue_Busy_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, busy (from system), total seconds from dtCallStart to dtCallEnd. | ||
Queue_Busy_Time_CallStart_CallEnd_Max | INT | Calls to ACD, entered queue, busy (from system), max seconds from dtCallStart to dtCallEnd. | ||
Queue_Busy_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, busy (from system), total seconds from dtGroupStart to dtCallEnd. | ||
Queue_Busy_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, entered queue, busy (from system), max seconds from dtGroupStart to dtCallEnd. | ||
Queue_Busy_Time_QueueStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, busy (from system), total seconds from dtQueueStart to dtCallEnd. | ||
Queue_Busy_Time_QueueStart_CallEnd_Max | INT | Calls to ACD, entered queue, busy (from system), max seconds from dtQueueStart to dtCallEnd. | ||
Queue_Reject_Count | INT | Calls to ACD, entered queue, rejected (by system). | ||
Queue_Reject_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, rejected (by system), total seconds from dtCallStart to dtCallEnd. | ||
Queue_Reject_Time_CallStart_CallEnd_Max | INT | Calls to ACD, entered queue, rejected (by system), max seconds from dtCallStart to dtCallEnd. | ||
Queue_Reject_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, rejected (by system), total seconds from dtGroupStart to dtCallEnd. | ||
Queue_Reject_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, entered queue, rejected (by system), max seconds from dtGroupStart to dtCallEnd. | ||
Queue_Reject_Time_QueueStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, rejected (by system), total seconds from dtQueueStart to dtCallEnd. | ||
Queue_Reject_Time_QueueStart_CallEnd_Max | INT | Calls to ACD, entered queue, rejected (by system), max seconds from dtQueueStart to dtCallEnd. | ||
Queue_Serviced_Count | INT | Calls to ACD, entered queue, serviced by agent. | ||
Queue_Serviced_SLA1_Count | INT | Calls to ACD, entered queue, serviced by agent, time from dtCallStart to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_SLA2_Count | INT | Calls to ACD, entered queue, serviced by agent, time from dtCallConnect to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_SLA3_Count | INT | Calls to ACD, entered queue, serviced by agent, time from dtGroupStart to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_SLA4_Count | INT | Calls to ACD, entered queue, serviced by agent, time from dtQueueStart to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_StandardService_Count | INT | Calls to ACD, entered queue, serviced by agent, in standard service times. | ||
Queue_Serviced_StandardService_SLA1_Count | INT | Calls to ACD, entered queue, serviced by agent, in standard service times, time from dtCallStart to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_StandardService_SLA2_Count | INT | Calls to ACD, entered queue, serviced by agent, in standard service times, time from dtCallConnect to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_StandardService_SLA4_Count | INT | Calls to ACD, entered queue, serviced by agent, in standard service times, time from dtGroupStart to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_StandardService_SLA4_Count | INT | Calls to ACD, entered queue, serviced by agent, in standard service times, time from dtQueueStart to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_NotStandardService_Count | INT | Calls to ACD, entered queue, serviced by agent, not in standard service times. | ||
Queue_Serviced_NotStandardService_SLA1_Count | INT | Calls to ACD, entered queue, serviced by agent, not in standard service times, time from dtCallStart to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_NotStandardService_SLA2_Count | INT | Calls to ACD, entered queue, serviced by agent, not in standard service times, time from dtCallConnect to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_NotStandardService_SLA3_Count | INT | Calls to ACD, entered queue, serviced by agent, not in standard service times, time from dtGroupStart to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_NotStandardService_SLA4_Count | INT | Calls to ACD, entered queue, serviced by agent, not in standard service times, time from dtQueueStart to dtAgentConnect <= ServiceLevelSeconds. | ||
Queue_Serviced_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, serviced by agent, total seconds from dtCallStart to dtCallEnd. | ||
Queue_Serviced_Time_CallStart_CallEnd_Max | INT | Calls to ACD, entered queue, serviced by agent, max seconds from dtCallStart to dtCallEnd. | ||
Queue_Serviced_Time_CallStart_AgentConnect_Total | BIGINT | Calls to ACD, entered queue, serviced by agent, total seconds from dtCallStart to dtAgentConnect. | ||
Queue_Serviced_Time_CallStart_AgentConnect_Max | INT | Calls to ACD, entered queue, serviced by agent, max seconds from dtCallStart to dtAgentConnect. | ||
Queue_Serviced_Time_CallConnect_CallEnd_Total | BIGINT | Calls to ACD, entered queue, serviced by agent, total seconds from dtCallConnect to dtCallEnd. | ||
Queue_Serviced_Time_CallConnect_CallEnd_Max | INT | Calls to ACD, entered queue, serviced by agent, max seconds from dtCallConnect to dtCallEnd. | ||
Queue_Serviced_Time_CallConnect_AgentConnect_Total | BIGINT | Calls to ACD, entered queue, serviced by agent, total seconds from dtCallConnect to dtAgentConnect. | ||
Queue_Serviced_Time_CallConnect_AgentConnect_Max | INT | Calls to ACD, entered queue, serviced by agent, max seconds from dtCallConnect to dtAgentConnect. | ||
Queue_Serviced_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, serviced by agent, total seconds from dtGroupStart to dtCallEnd. | ||
Queue_Serviced_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, entered queue, serviced by agent, max seconds from dtGroupStart to dtCallEnd. | ||
Queue_Serviced_Time_GroupStart_AgentConnect_Total | BIGINT | Calls to ACD, entered queue, serviced by agent, total seconds from dtGroupStart to dtAgentConnect. | ||
Queue_Serviced_Time_GroupStart_AgentConnect_Max | INT | Calls to ACD, entered queue, serviced by agent, max seconds from dtGroupStart to dtAgentConnect. | ||
Queue_Serviced_Time_QueueStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, serviced by agent, total seconds from dtQueueStart to dtCallEnd. | ||
Queue_Serviced_Time_QueueStart_CallEnd_Max | INT | Calls to ACD, entered queue, serviced by agent, max seconds from dtQueueStart to dtCallEnd. | ||
Queue_Serviced_Time_QueueStart_AgentConnect_Total | BIGINT | Calls to ACD, entered queue, serviced by agent, total seconds from dtQueueStart to dtAgentConnect. | ||
Queue_Serviced_Time_QueueStart_AgentConnect_Max | INT | Calls to ACD, entered queue, serviced by agent, max seconds from dtQueueStart to dtAgentConnect. | ||
Queue_NotServiced_Count | INT | Calls to ACD, entered queue, were offhook, not serviced by agent. | ||
Queue_NotServiced_StandardService_Count | INT | Calls to ACD, entered queue, were offhook, not serviced by agent, in standard service times. | ||
Queue_NotServiced_NotStandardService_Count | INT | Calls to ACD, entered queue, were offhook, not serviced by agent, not in standard service times. | ||
Queue_NotServiced_Abandoned_Count | INT | Calls to ACD, entered queue, not serviced by agent, caller hangup. | ||
Queue_NotServiced_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, caller hangup, total seconds from dtCallStart to dtCallEnd. | ||
Queue_NotServiced_Abandoned_Time_CallStart_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, caller hangup, max seconds from dtCallStart to dtCallEnd. | ||
Queue_NotServiced_Abandoned_Time_CallConnect_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, caller hangup, total seconds from dtCallConnect to dtCallEnd. | ||
Queue_NotServiced_Abandoned_Time_CallConnect_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, caller hangup, max seconds from dtCallConnect to dtCallEnd. | ||
Queue_NotServiced_Abandoned_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, caller hangup, total seconds from dtGroupStart to dtCallEnd. | ||
Queue_NotServiced_Abandoned_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, caller hangup, max seconds from dtGroupStart to dtCallEnd. | ||
Queue_NotServiced_Abandoned_Time_QueueStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, caller hangup, total seconds from dtQueueStart to dtCallEnd. | ||
Queue_NotServiced_Abandoned_Time_QueueStart_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, caller hangup, max seconds from dtQueueStart to dtCallEnd. | ||
Queue_NotServiced_Reject_Count | INT | Calls to ACD, entered queue, not serviced by agent, system hangup. | ||
Queue_NotServiced_Reject_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, system hangup, total seconds from dtCallStart to dtCallEnd. | ||
Queue_NotServiced_Reject_Time_CallStart_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, system hangup, max seconds from dtCallStart to dtCallEnd. | ||
Queue_NotServiced_Reject_Time_CallConnect_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, system hangup, total seconds from dtCallConnect to dtCallEnd. | ||
Queue_NotServiced_Reject_Time_CallConnect_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, system hangup, max seconds from dtCallConnect to dtCallEnd. | ||
Queue_NotServiced_Reject_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, system hangup, total seconds from dtGroupStart to dtCallEnd. | ||
Queue_NotServiced_Reject_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, system hangup, max seconds from dtGroupStart to dtCallEnd. | ||
Queue_NotServiced_Reject_Time_QueueStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, system hangup, total seconds from dtQueueStart to dtCallEnd. | ||
Queue_NotServiced_Reject_Time_QueueStart_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, system hangup, max seconds from dtQueueStart to dtCallEnd. | ||
AgentCalls_Count | INT | Calls to agents, total. | ||
AgentCalls_OK_Count | INT | Calls to agents, agent answered. | ||
AgentCalls_OK_Time_CallStart_CallConnect_Total | BIGINT | Calls to agents, agent answered, total seconds from dtCallStart to dtCallConnect (agent leg). | ||
AgentCalls_OK_Time_CallStart_CallConnect_Max | INT | Calls to agents, agent answered, max seconds from dtCallStart to dtCallConnect (agent leg). | ||
AgentCalls_OK_Time_CallConnect_CallEnd_Total | BIGINT | Calls to agents, agent answered, total seconds from dtCallConnect to dtCallEnd (agent leg). | ||
AgentCalls_OK_Time_CallConnect_CallEnd_Max | INT | Calls to agents, agent answered, max seconds from dtCallConnect to dtCallEnd (agent leg). | ||
AgentCalls_OK_PostCall_Count | INT | Calls to agents, agent answered, post call work required. | ||
AgentCalls_OK_PostCall_Time_Total | BIGINT | Calls to agents, agent answered, post call work required, total seconds. | ||
AgentCalls_OK_PostCall_Time_Max | INT | Calls to agents, agent answered, post call work required, max seconds. | ||
AgentCalls_NoAnswer_Count | INT | Calls to agents, no answer. | ||
AgentCalls_Busy_Count | INT | Calls to agents, busy. | ||
AgentCalls_CallerHangup_Count | INT | Calls to agents, caller hangup during transfer. | ||
AgentCalls_Reject_Count | INT | Calls to agents, rejected. | ||
AgentCalls_Failure_Count | INT | Calls to agents, failed. | ||
GroupTransfer_Count | INT | Transfer to group, total. | ||
GroupTransfer_OK_Count | INT | Transfer to group, OK. | ||
GroupTransfer_OK_Time_CallStart_CallConnect_Total | BIGINT | Transfer to group, OK, total seconds from dtCallStart to dtCallConnect (to group leg). | ||
GroupTransfer_OK_Time_CallStart_CallConnect_Max | INT | Transfer to group, OK, max seconds from dtCallStart to dtCallConnect (to group leg). | ||
GroupTransfer_OK_Time_CallConnect_CallEnd_Total | BIGINT | Transfer to group, OK, total seconds from dtCallConnect to dtCallEnd (to group leg). | ||
GroupTransfer_OK_Time_CallConnect_CallEnd_Max | INT | Transfer to group, OK, max seconds from dtCallConnect to dtCallEnd (to group leg). | ||
GroupTransfer_NoAnswer_Count | INT | Transfer to group, no answer. | ||
GroupTransfer_Busy_Count | INT | Transfer to group, busy. | ||
GroupTransfer_CallerHangup_Count | INT | Transfer to group, caller hangup during transfer. | ||
GroupTransfer_Reject_Count | INT | Transfer to group, rejected. | ||
GroupTransfer_Failure_Count | INT | Transfer to group, failed. | ||
AgentTransfer_Count | INT | Transfer to agent, total. | ||
AgentTransfer_OK_Count | INT | Transfer to agent, OK. | ||
AgentTransfer_OK_Time_CallStart_CallConnect_Total | BIGINT | Transfer to agent, OK, total seconds from dtCallStart to dtCallConnect (to group leg). | ||
AgentTransfer_OK_Time_CallStart_CallConnect_Max | INT | Transfer to agent, OK, max seconds from dtCallStart to dtCallConnect (to group leg). | ||
AgentTransfer_OK_Time_CallConnect_CallEnd_Total | BIGINT | Transfer to agent, OK, total seconds from dtCallConnect to dtCallEnd (to group leg). | ||
AgentTransfer_OK_Time_CallConnect_CallEnd_Max | INT | Transfer to agent, OK, max seconds from dtCallConnect to dtCallEnd (to group leg). | ||
AgentTransfer_NoAnswer_Count | INT | Transfer to agent, no answer. | ||
AgentTransfer_Busy_Count | INT | Transfer to agent, busy. | ||
AgentTransfer_CallerHangup_Count | INT | Transfer to agent, caller hangup during transfer. | ||
AgentTransfer_Reject_Count | INT | Transfer to agent, rejected. | ||
AgentTransfer_Failure_Count | INT | Transfer to agent, failed. | ||
NumberTransfer_Count | INT | Transfer to number, total. | ||
NumberTransfer_OK_Count | INT | Transfer to number, OK. | ||
NumberTransfer_OK_Time_CallStart_CallConnect_Total | BIGINT | Transfer to number, OK, total seconds from dtCallStart to dtCallConnect (to group leg). | ||
NumberTransfer_OK_Time_CallStart_CallConnect_Max | INT | Transfer to number, OK, max seconds from dtCallStart to dtCallConnect (to group leg). | ||
NumberTransfer_OK_Time_CallConnect_CallEnd_Total | BIGINT | Transfer to number, OK, total seconds from dtCallConnect to dtCallEnd (to group leg). | ||
NumberTransfer_OK_Time_CallConnect_CallEnd_Max | INT | Transfer to number, OK, max seconds from dtCallConnect to dtCallEnd (to group leg). | ||
NumberTransfer_NoAnswer_Count | INT | Transfer to number, no answer. | ||
NumberTransfer_Busy_Count | INT | Transfer to number, busy. | ||
NumberTransfer_CallerHangup_Count | INT | Transfer to number, caller hangup during transfer. | ||
NumberTransfer_Reject_Count | INT | Transfer to number, rejected. | ||
NumberTransfer_Failure_Count | INT | Transfer to number, failed.