...
AgentCalls_*, GroupTransfer_*, AgentTransfer_*, NumberTransfer_* Fields
Only records for which meet the following condition are considered:
Code Block |
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( StatisticsPartB.ID IS NOT NULL |
...
) |
Iare considered, i.e. where an agent or destination call was made.
If the following condition is metThe 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_ |
then an outcall to an agent was made. Otherwise it was a call transfer (see the further sections below).
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.
Field | Type | Contents |
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_StandardService_Count | INT | Calls to ACD, entered queue, serviced by agent, in standard service times. |
Queue_Serviced_NotStandardService_Count | INT | Calls to ACD, entered queue, serviced by agent, not in standard service times. |
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, not serviced by agent. |
Queue_NotServiced_StandardService_Count | INT | Calls to ACD, entered queue, not serviced by agent, in standard service times. |
Queue_NotServiced_NotStandardService_Count | INT | Calls to ACD, entered queue, not serviced by agent, not in standard service times. |
Queue_NotServiced_Time_CallStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, total seconds from dtCallStart to dtCallEnd. |
Queue_NotServiced_Time_CallStart_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, max seconds from dtCallStart to dtCallEnd. |
Queue_NotServiced_Time_CallConnect_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, total seconds from dtCallConnect to dtCallEnd. |
Queue_NotServiced_Time_CallConnect_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, max seconds from dtCallConnect to dtCallEnd. |
Queue_NotServiced_Time_GroupStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, total seconds from dtGroupStart to dtCallEnd. |
Queue_NotServiced_Time_GroupStart_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, max seconds from dtGroupStart to dtCallEnd. |
Queue_NotServiced_Time_QueueStart_CallEnd_Total | BIGINT | Calls to ACD, entered queue, not serviced by agent, total seconds from dtQueueStart to dtCallEnd. |
Queue_NotServiced_Time_QueueStart_CallEnd_Max | INT | Calls to ACD, entered queue, not serviced by agent, 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. |
1.1.1.8 GroupTransfer_* Fields
If StatisticsPartB.StatisticsPartBOrigin IS NOT NULL and StatisticsPartB.AcdGroupsID <> AcdStatisticsPartB.AcdGroupsID then a group transfer was made. Otherwise partitioning as AgentCalls_* fields.
1.1.1.9 AgentTransfer_* Fields
If StatisticsPartB.StatisticsPartBOrigin IS NOT NULL and StatisticsPartB.AcdGroupsID = AcdStatisticsPartB.AcdGroupsID AND StatisticsPartB.bTransferAgent <> 0 then an agent to agent transfer was made. Otherwise partitioning as AgentCalls_* fields.
1.1.1.10 NumberTransfer_* Fields
If StatisticsPartB.StatisticsPartBOrigin IS NOT NULL and StatisticsPartB.AcdGroupsID = AcdStatisticsPartB.AcdGroupsID AND StatisticsPartB.bTransferExternalNumber <> 0 then an agent to number transfer was made. Otherwise partitioning as AgentCalls_* fields.
Tables
The field definitions are essentially the same, in both tables, only the aggregation intervals are different.
CompressedA15
This table contains compressed statistics for 15 minute intervals.
CompressedADay
This table contains compressed statistics for day intervals.
...