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SELECT (Various Aggregations)
FROM JTELStats.StatisticsPartA a
LEFT JOIN JTELStats.AcdStatisticsPartB acdb
ON a.ID = acdb.StatisticsPartAID
LEFT JOIN JTELStats.StatisticsPartB b
ON acdb.ID = b.AcdStatisticsPartBID
WHERE ( a.ClientsID = _ClientsID )
AND
( a.dtCallStart BETWEEN _Timeslice_Begin AND TIMESTAMPADD( MINUTE, 15, _Timeslice_Begin ) )
AND
( a.bOutbound = 0 )
GROUP BY a.ID; |
Partitioning and Aggregations
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.
Inbound and Outbound
bOutbound | Fields |
0 | Inbound |
1 | Outbound |
Inbound: 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 |
Inbound: ACD_* Fields
Partitions records only for which an AcdStatisticsPartB record exists, and for which it is not a group transfer or group overflow.
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( AcdStatisticsPartB.ID IS NOT NULL ) AND ( AcdStatisticsPartB.AcdOriginGroupsID IS NULL ) |
Inbound: Queue_* Fields
Further partitions records which have entered the ACD, only calls which enter the queue.
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( AcdStatisticsPartB.dtQueueStart IS NOT NULL ) |
Inbound: 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:
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( StatisticsPartA.dtCallConnect IS NOT NULL ) AND ( AcdStatisticsPartB.dtAgentConnect IS NOT NULL ) |
Inbound: 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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a.bCallerHangup = 0 --> System hangup (Reject) a.bCallerHangup <> 0 --> Caller hangup (Abandoned) |
Inbound: AgentCalls_*, GroupTransfer_*, AgentTransfer_*, NumberTransfer_* Fields
Only records which meet the following condition are considered:
...
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 Inbound calls to service number, total. |
ServiceNumber_Abandoned_Count | INT | Calls Inbound calls to service number, abandoned (caller hangup). |
ServiceNumber_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to service number, abandoned (caller hangup), total seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Abandoned_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to service number, abandoned (caller hangup), max seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Busy_Count | INT | Calls Inbound calls to service number, busy (from system). |
ServiceNumber_Busy_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to service number, busy (from system), total seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Busy_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to service number, busy (from system), max seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Reject_Count | INT | Calls Inbound calls to service number, rejected (by system). |
ServiceNumber_Reject_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to service number, rejected (by system), total seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Reject_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to service number, rejected (by system), max seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Offhook_Count | INT | Calls Inbound calls to service number, system offhook. |
ServiceNumber_Offhook_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to service number, system offhook, total seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Offhook_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to service number, system offhook, max seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Offhook_Time_CallConnect_CallEnd_Total | BIGINT | Calls Inbound calls to service number, system offhook, total seconds from dtCallConnect to dtCallEnd. |
ServiceNumber_Offhook_Time_CallConnect_CallEnd_Max | INT | Calls Inbound calls to service number, system offhook, max seconds from dtCallConnect to dtCallEnd. |
ACD_Count | INT | Calls Inbound calls to ACD, total. |
ACD_StandardService_Count | INT | Calls Inbound calls to ACD in standard service times, total. |
ACD_NotStandardService_Count | INT | Calls Inbound calls to ACD not in standard service times, total. |
ACD_Abandoned_Count | INT | Calls Inbound calls to ACD, abandoned (caller hangup). |
ACD_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, abandoned (caller hangup), total seconds from dtCallStart to dtCallEnd. |
ACD_Abandoned_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to ACD, abandoned (caller hangup), max seconds from dtCallStart to dtCallEnd. |
ACD_Abandoned_Time_GroupStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, abandoned (caller hangup), total seconds from dtGroupStart to dtCallEnd. |
ACD_Abandoned_Time_GroupStart_CallEnd_Max | INT | Calls Inbound calls to ACD, abandoned (caller hangup), max seconds from dtGroupStart to dtCallEnd. |
ACD_Busy_Count | INT | Calls Inbound calls to ACD, busy (from system). |
ACD_Busy_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, busy (from system), total seconds from dtCallStart to dtCallEnd. |
ACD_Busy_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to ACD, busy (from system), max seconds from dtCallStart to dtCallEnd. |
ACD_Busy_Time_GroupStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, busy (from system), total seconds from dtGroupStart to dtCallEnd. |
ACD_Busy_Time_GroupStart_CallEnd_Max | INT | Calls Inbound calls to ACD, busy (from system), max seconds from dtGroupStart to dtCallEnd. |
ACD_Reject_Count | INT | Calls Inbound calls to ACD, rejected (by system). |
ACD_Reject_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, rejected (by system), total seconds from dtCallStart to dtCallEnd. |
ACD_Reject_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to ACD, rejected (by system), max seconds from dtCallStart to dtCallEnd. |
ACD_Reject_Time_GroupStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, rejected (by system), total seconds from dtGroupStart to dtCallEnd. |
ACD_Reject_Time_GroupStart_CallEnd_Max | INT | Calls Inbound calls to ACD, rejected (by system), max seconds from dtGroupStart to dtCallEnd. |
ACD_Offhook_Count | INT | Calls Inbound calls to ACD, system offhook. |
ACD_Offhook_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, system offhook, total seconds from dtCallStart to dtCallEnd. |
ACD_Offhook_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to ACD, system offhook, max seconds from dtCallStart to dtCallEnd. |
ACD_Offhook_Time_CallConnect_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, system offhook, total seconds from dtCallConnect to dtCallEnd. |
ACD_Offhook_Time_CallConnect_CallEnd_Max | INT | Calls Inbound calls to ACD, system offhook, max seconds from dtCallConnect to dtCallEnd. |
ACD_Offhook_Time_GroupStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, system offhook, total seconds from dtGroupStart to dtCallEnd. |
ACD_Offhook_Time_GroupStart_CallEnd_Max | INT | Calls Inbound calls to ACD, system offhook, max seconds from dtGroupStart to dtCallEnd. |
Queue_Count | INT | Calls Inbound calls to ACD, entered queue, total. |
Queue_StandardService_Count | INT | Calls Inbound calls to ACD, entered queue in standard service times, total. |
Queue_NotStandardService_Count | INT | Calls Inbound calls to ACD, entered queue not in standard service times, total. |
Queue_Abandoned_Count | INT | Calls Inbound calls to ACD, entered queue, abandoned (caller hangup). |
Queue_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, abandoned (caller hangup), total seconds from dtCallStart to dtCallEnd. |
Queue_Abandoned_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, abandoned (caller hangup), max seconds from dtCallStart to dtCallEnd. |
Queue_Abandoned_Time_GroupStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, abandoned (caller hangup), total seconds from dtGroupStart to dtCallEnd. |
Queue_Abandoned_Time_GroupStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, abandoned (caller hangup), max seconds from dtGroupStart to dtCallEnd. |
Queue_Abandoned_Time_QueueStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, abandoned (caller hangup), total seconds from dtQueueStart to dtCallEnd. |
Queue_Abandoned_Time_QueueStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, abandoned (caller hangup), max seconds from dtQueueStart to dtCallEnd. |
Queue_Busy_Count | INT | Calls Inbound calls to ACD, entered queue, busy (from system). |
Queue_Busy_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, busy (from system), total seconds from dtCallStart to dtCallEnd. |
Queue_Busy_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, busy (from system), max seconds from dtCallStart to dtCallEnd. |
Queue_Busy_Time_GroupStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, busy (from system), total seconds from dtGroupStart to dtCallEnd. |
Queue_Busy_Time_GroupStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, busy (from system), max seconds from dtGroupStart to dtCallEnd. |
Queue_Busy_Time_QueueStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, busy (from system), total seconds from dtQueueStart to dtCallEnd. |
Queue_Busy_Time_QueueStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, busy (from system), max seconds from dtQueueStart to dtCallEnd. |
Queue_Reject_Count | INT | Calls Inbound calls to ACD, entered queue, rejected (by system). |
Queue_Reject_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, rejected (by system), total seconds from dtCallStart to dtCallEnd. |
Queue_Reject_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, rejected (by system), max seconds from dtCallStart to dtCallEnd. |
Queue_Reject_Time_GroupStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, rejected (by system), total seconds from dtGroupStart to dtCallEnd. |
Queue_Reject_Time_GroupStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, rejected (by system), max seconds from dtGroupStart to dtCallEnd. |
Queue_Reject_Time_QueueStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, rejected (by system), total seconds from dtQueueStart to dtCallEnd. |
Queue_Reject_Time_QueueStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, rejected (by system), max seconds from dtQueueStart to dtCallEnd. |
Queue_Serviced_Count | INT | Calls Inbound calls to ACD, entered queue, serviced by agent. |
Queue_Serviced_SLA1_Count | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, time from dtCallStart to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_SLA2_Count | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, time from dtCallConnect to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_SLA3_Count | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, time from dtGroupStart to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_SLA4_Count | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, time from dtQueueStart to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_StandardService_Count | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, in standard service times. |
Queue_Serviced_StandardService_SLA1_Count | INT | Calls Inbound 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 Inbound 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 Inbound 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 Inbound calls to ACD, entered queue, serviced by agent, in standard service times, time from dtQueueStart to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_NotStandardService_Count | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, not in standard service times. |
Queue_Serviced_NotStandardService_SLA1_Count | INT | Calls Inbound 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 Inbound 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 Inbound 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 Inbound 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 Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtCallStart to dtCallEnd. |
Queue_Serviced_Time_CallStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtCallStart to dtCallEnd. |
Queue_Serviced_Time_CallStart_AgentConnect_Total | BIGINT | Calls Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtCallStart to dtAgentConnect. |
Queue_Serviced_Time_CallStart_AgentConnect_Max | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtCallStart to dtAgentConnect. |
Queue_Serviced_Time_CallConnect_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtCallConnect to dtCallEnd. |
Queue_Serviced_Time_CallConnect_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtCallConnect to dtCallEnd. |
Queue_Serviced_Time_CallConnect_AgentConnect_Total | BIGINT | Calls Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtCallConnect to dtAgentConnect. |
Queue_Serviced_Time_CallConnect_AgentConnect_Max | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtCallConnect to dtAgentConnect. |
Queue_Serviced_Time_GroupStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtGroupStart to dtCallEnd. |
Queue_Serviced_Time_GroupStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtGroupStart to dtCallEnd. |
Queue_Serviced_Time_GroupStart_AgentConnect_Total | BIGINT | Calls Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtGroupStart to dtAgentConnect. |
Queue_Serviced_Time_GroupStart_AgentConnect_Max | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtGroupStart to dtAgentConnect. |
Queue_Serviced_Time_QueueStart_CallEnd_Total | BIGINT | Calls Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtQueueStart to dtCallEnd. |
Queue_Serviced_Time_QueueStart_CallEnd_Max | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtQueueStart to dtCallEnd. |
Queue_Serviced_Time_QueueStart_AgentConnect_Total | BIGINT | Calls Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtQueueStart to dtAgentConnect. |
Queue_Serviced_Time_QueueStart_AgentConnect_Max | INT | Calls Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtQueueStart to dtAgentConnect. |
Queue_NotServiced_Count | INT | Calls Inbound calls to ACD, entered queue, were offhook, not serviced by agent. |
Queue_NotServiced_StandardService_Count | INT | Calls Inbound calls to ACD, entered queue, were offhook, not serviced by agent, in standard service times. |
Queue_NotServiced_NotStandardService_Count | INT | Calls Inbound calls to ACD, entered queue, were offhook, not serviced by agent, not in standard service times. |
Queue_NotServiced_Abandoned_Count | INT | Calls Inbound calls to ACD, entered queue, not serviced by agent, caller hangup. |
Queue_NotServiced_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound 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 Inbound 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 Inbound 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 Inbound 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 Inbound 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 Inbound 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 Inbound 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 Inbound calls to ACD, entered queue, not serviced by agent, caller hangup, max seconds from dtQueueStart to dtCallEnd. |
Queue_NotServiced_Reject_Count | INT | Calls Inbound calls to ACD, entered queue, not serviced by agent, system hangup. |
Queue_NotServiced_Reject_Time_CallStart_CallEnd_Total | BIGINT | Calls Inbound 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 Inbound 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 Inbound 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 Inbound 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 Inbound 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 Inbound 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 Inbound 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 Inbound calls to ACD, entered queue, not serviced by agent, system hangup, max seconds from dtQueueStart to dtCallEnd. |
AgentCalls_Count | INT | Calls Inbound calls to agents, total. |
AgentCalls_OK_Count | INT | Calls Inbound calls to agents, agent answered. |
AgentCalls_OK_Time_CallStart_CallConnect_Total | BIGINT | Calls Inbound calls to agents, agent answered, total seconds from dtCallStart to dtCallConnect (agent leg). |
AgentCalls_OK_Time_CallStart_CallConnect_Max | INT | Calls Inbound calls to agents, agent answered, max seconds from dtCallStart to dtCallConnect (agent leg). |
AgentCalls_OK_Time_CallConnect_CallEnd_Total | BIGINT | Calls Inbound calls to agents, agent answered, total seconds from dtCallConnect to dtCallEnd (agent leg). |
AgentCalls_OK_Time_CallConnect_CallEnd_Max | INT | Calls Inbound calls to agents, agent answered, max seconds from dtCallConnect to dtCallEnd (agent leg). |
AgentCalls_OK_PostCall_Count | INT | Calls Inbound calls to agents, agent answered, post call work required. |
AgentCalls_OK_PostCall_Time_Total | BIGINT | Calls Inbound calls to agents, agent answered, post call work required, total seconds. |
AgentCalls_OK_PostCall_Time_Max | INT | Calls Inbound calls to agents, agent answered, post call work required, max seconds. |
AgentCalls_NoAnswer_Count | INT | Calls Inbound calls to agents, no answer. |
AgentCalls_Busy_Count | INT | Calls Inbound calls to agents, busy. |
AgentCalls_CallerHangup_Count | INT | Calls Inbound calls to agents, caller hangup during transfer. |
AgentCalls_Reject_Count | INT | Calls Inbound calls to agents, rejected. |
AgentCalls_Failure_Count | INT | Calls Inbound calls to agents, failed. |
GroupTransfer_Count | INT | Transfer Inbound, transfer to group, total. |
GroupTransfer_OK_Count | INT | Transfer Inbound, transfer to group, OK. |
GroupTransfer_OK_Time_CallStart_CallConnect_Total | BIGINT | Transfer Inbound, transfer to group, OK, total seconds from dtCallStart to dtCallConnect (to group leg). |
GroupTransfer_OK_Time_CallStart_CallConnect_Max | INT | Transfer Inbound, transfer to group, OK, max seconds from dtCallStart to dtCallConnect (to group leg). |
GroupTransfer_OK_Time_CallConnect_CallEnd_Total | BIGINT | Transfer Inbound, transfer to group, OK, total seconds from dtCallConnect to dtCallEnd (to group leg). |
GroupTransfer_OK_Time_CallConnect_CallEnd_Max | INT | Transfer Inbound, transfer to group, OK, max seconds from dtCallConnect to dtCallEnd (to group leg). |
GroupTransfer_NoAnswer_Count | INT | Transfer Inbound, transfer to group, no answer. |
GroupTransfer_Busy_Count | INT | Transfer Inbound, transfer to group, busy. |
GroupTransfer_CallerHangup_Count | INT | Transfer Inbound, transfer to group, caller hangup during transfer. |
GroupTransfer_Reject_Count | INT | Transfer Inbound, transfer to group, rejected. |
GroupTransfer_Failure_Count | INT | Transfer Inbound, transfer to group, failed. |
AgentTransfer_Count | INT | Transfer Inbound, transfer to agent, total. |
AgentTransfer_OK_Count | INT | Transfer Inbound, transfer to agent, OK. |
AgentTransfer_OK_Time_CallStart_CallConnect_Total | BIGINT | Transfer Inbound, transfer to agent, OK, total seconds from dtCallStart to dtCallConnect (to group leg). |
AgentTransfer_OK_Time_CallStart_CallConnect_Max | INT | Transfer Inbound, transfer to agent, OK, max seconds from dtCallStart to dtCallConnect (to group leg). |
AgentTransfer_OK_Time_CallConnect_CallEnd_Total | BIGINT | Transfer Inbound, transfer to agent, OK, total seconds from dtCallConnect to dtCallEnd (to group leg). |
AgentTransfer_OK_Time_CallConnect_CallEnd_Max | INT | Transfer Inbound, transfer to agent, OK, max seconds from dtCallConnect to dtCallEnd (to group leg). |
AgentTransfer_NoAnswer_Count | INT | Transfer Inbound, transfer to agent, no answer. |
AgentTransfer_Busy_Count | INT | Transfer Inbound, transfer to agent, busy. |
AgentTransfer_CallerHangup_Count | INT | Transfer Inbound, transfer to agent, caller hangup during transfer. |
AgentTransfer_Reject_Count | INT | Transfer Inbound, transfer to agent, rejected. |
AgentTransfer_Failure_Count | INT | Transfer Inbound, transfer to agent, failed. |
NumberTransfer_Count | INT | Transfer Inbound, transfer to number, total. |
NumberTransfer_OK_Count | INT | Transfer Inbound, transfer to number, OK. |
NumberTransfer_OK_Time_CallStart_CallConnect_Total | BIGINT | Transfer Inbound, transfer to number, OK, total seconds from dtCallStart to dtCallConnect (to group leg). |
NumberTransfer_OK_Time_CallStart_CallConnect_Max | INT | Transfer Inbound, transfer to number, OK, max seconds from dtCallStart to dtCallConnect (to group leg). |
NumberTransfer_OK_Time_CallConnect_CallEnd_Total | BIGINT | Transfer Inbound, transfer to number, OK, total seconds from dtCallConnect to dtCallEnd (to group leg). |
NumberTransfer_OK_Time_CallConnect_CallEnd_Max | INT | Transfer Inbound, transfer to number, OK, max seconds from dtCallConnect to dtCallEnd (to group leg). |
NumberTransfer_NoAnswer_Count | INT | Transfer Inbound, transfer to number, no answer. |
NumberTransfer_Busy_Count | INT | Transfer Inbound, transfer to number, busy. |
NumberTransfer_CallerHangup_Count | INT | Transfer to number, Inbound, transfer to number, caller hangup during transfer. |
NumberTransfer_Reject_Count | INT | Transfer Inbound, transfer to number, rejected. |
NumberTransfer_Failure_Count | INT | Transfer Inbound, transfer to number, failed. |
ClickToDial_Count | INT | Outbound, click to dial, total. |
ClickToDial_OK_Count | INT | Outbound, click to dial, OK. |
ClickToDial_OK_Time_CallStart_CallConnect_Total | INT | Outbound, click to dial, OK, total seconds from dtCallStart to dtCallConnect (to destination leg). |
ClickToDial_OK_Time_CallStart_CallConnect_Max | INT | Outbound, click to dial, OK, max seconds from dtCallStart to dtCallConnect (to destination leg). |
ClickToDial_OK_Time_CallConnect_CallEnd_Total | INT | Outbound, click to dial, OK, total seconds from dtCallConnect to dtCallEnd (to destination leg). |
ClickToDial_OK_Time_CallConnect_CallEnd_Max | INT | Outbound, click to dial, OK, max seconds from dtCallConnect to dtCallEnd (to destination leg). |
ClickToDial_NoAnswer_Count | INT | Outbound, click to dial, no answer. |
ClickToDial_NoAnswer_Time_CallStart_CallEnd_Total | INT | Outbound, click to dial, OK, total seconds from dtCallStart to dtCallEnd (to destination leg). |
ClickToDial_NoAnswer_Time_CallStart_CallEnd_Max | INT | Outbound, click to dial, OK, max seconds from dtCallStart to dtCallEnd (to destination leg). |
ClickToDial_Busy_Count | INT | Outbound, click to dial, busy. |
ClickToDial_AgentHangup_Count | INT | Outbound, click to dial, agent hangup before call connected. |
ClickToDial_Reject_Count | INT | Outbound, click to dial, rejected. |
ClickToDial_Failure_Count | INT | Outbound, click to dial, failed. |
Dialler_Count | INT | Outbound, from dialler campaign, total. |
Dialler_OK_Count | INT | Outbound, from dialler campaign, OK. |
Dialler_OK_Time_CallStart_CallConnect_Total | INT | Outbound, from dialler campaign, OK, total seconds from dtCallStart to dtCallConnect (to destination leg). |
Dialler_OK_Time_CallStart_CallConnect_Max | INT | Outbound, from dialler campaign, OK, max seconds from dtCallStart to dtCallConnect (to destination leg). |
Dialler_OK_Time_CallConnect_CallEnd_Total | INT | Outbound, from dialler campaign, OK, total seconds from dtCallConnect to dtCallEnd (to destination leg). |
Dialler_OK_Time_CallConnect_CallEnd_Max | INT | Outbound, from dialler campaign, OK, max seconds from dtCallConnect to dtCallEnd (to destination leg). |
Dialler_NoAnswer_Count | INT | Outbound, from dialler campaign, no answer. |
Dialler_NoAnswer_Time_CallStart_CallEnd_Total | INT | Outbound, from dialler campaign, OK, total seconds from dtCallStart to dtCallEnd (to destination leg). |
Dialler_NoAnswer_Time_CallStart_CallEnd_Max | INT | Outbound, from dialler campaign, OK, max seconds from dtCallStart to dtCallEnd (to destination leg). |
Dialler_Busy_Count | INT | Outbound, from dialler campaign, busy. |
Dialler_AgentHangup_Count | INT | Outbound, from dialler campaign, agent hangup before call connected. |
Dialler_Reject_Count | INT | Outbound, from dialler campaign, rejected. |
Dialler_Failure_Count | INT | Outbound, from dialler campaign, failed. |