...
Code Block |
---|
( StatisticsPartA.dtCallConnect IS NOT NULL ) AND ( AcdStatisticsPartB.dtAgentConnect IS NULL ) |
These calls are further partitioned into Abandoned and Reject as follows:
Code Block |
---|
a.bCallerHangup = 0 --> System hangup (Reject)
a.bCallerHangup <> 0 --> Caller hangup (Abandoned) |
AgentCalls_*, GroupTransfer_*, AgentTransfer_*, NumberTransfer_* Fields
...
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, 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_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. |
...