Background
CompressedA contains statistics regarding:
- Calls to Service Numbers
- Calls made to ACD groups
- Calls made to agents (summary for the ACD group)
- Outbound calls made by agents
Information such as:
- The number of calls
- Answered
- Busy
- Rejected
- Abandoned
- Service indicators for calls
- Calls received in standard service times
- Calls in service level according to 4 different criteria
- Call transfers
- Agent to agent
- Agent to group
- Agent to external destination
- Times for calls
- From call start to end
- From offhook to end
- From call start to connection to agent
- ...
is provided.
Note: because these statistics are aggregated, not quite as much information is available as from the call detail records. However, this aggregated data can be retained for a much longer time.
Parameters
Data is aggregated according to the settings of the parameters:
Parameter | Default Value | Purpose |
Portal.ACD.Statistics.JTELStats2.Compress.CompressedA.SecondsToWait | 7200 | The minimum time after the end of a time interval before statistics are aggregated. |
Portal.ACD.Statistics.JTELStats2.Compress.CompressedA.NextTimeSlice | - | The date / time of the next time slice to be calculated. This parameter can be reset to an earlier date / time in which case the system will recalculate all intervals from the given date and time again. |
Portal.ACD.Statistics.JTELStats2.Compress.CompressedA.CustomCompress | The name of a stored procedure, in JTELStats2, which is called after the system statistics discussed below have been aggregated. This can be used to provide additional values in additional tables as required by a custom installation. NOTE: changing the CompressedA tables themselves is NOT supported. | |
Portal.ACD.Statistics.JTELStats2.Compress.CompressedA.SuppressErrors | 0 | Set to 1, to suppress errors in the CustomCompress routine. If this flag is set, the system will continue with calculations for the data, even if the custom routine throws errors. |
Portal.ACD.Statistics.JTELStats2.Compress.CompressedA.EndTime | 02:50 | The end time beyond which the process will not run, and waits for the StartTime to pass before continuing. If empty, the process runs all the time. |
Portal.ACD.Statistics.JTELStats2.Compress.CompressedA.StartTime | 22:00 | The start time after which the process will start to run until the specified end time. If empty, the process runs all the time. |
Query
Two tables are provided, CompressedA15 (15 minute time slices) and CompressedADay (day compression), aggregated according to the following query:
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 ) ) 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.
The condition used is:
( 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.
The additional condition used is:
( 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:
The additional condition used is:
( 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:
( StatisticsPartA.dtCallConnect IS NOT NULL ) AND ( AcdStatisticsPartB.dtAgentConnect IS NULL )
These calls are further partitioned into Abandoned and Reject as follows:
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:
( 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.
Outbound
Condition | Partitioning |
DiallerCampaignsID IS NULL | ClickToDial_ |
DiallerCampaignsID IS NOT NULL | Dialler_ |
Inbound and Outbound: Partitioning on CONNRES
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 |
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, or 0 if no dynamic priority group was used. |
RoutingApplicationsID | INT | ID of the routing application from the RoutingApplications table, or 0 if none was used. |
AcdGroupsID | INT | ID of the ACD group, from the AcdGroups table, or 0 for calls which did not enter the ACD. |
DiallerCampaignsID | INT | ID of the dialler campaign, from the DiallerCampaigns table, or 0 for calls which did not use a dialler campaign. |
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. |
DiallerCampaignsName | VARCHAR(64) | The Name field from the DiallerCampaigns table, as configured when the compressed statistics were created. |
ServiceNumber_Count | INT | Inbound calls to service number, total. |
ServiceNumber_Abandoned_Count | INT | Inbound calls to service number, abandoned (caller hangup). |
ServiceNumber_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to service number, abandoned (caller hangup), total seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Abandoned_Time_CallStart_CallEnd_Max | INT | Inbound calls to service number, abandoned (caller hangup), max seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Busy_Count | INT | Inbound calls to service number, busy (from system). |
ServiceNumber_Busy_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to service number, busy (from system), total seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Busy_Time_CallStart_CallEnd_Max | INT | Inbound calls to service number, busy (from system), max seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Reject_Count | INT | Inbound calls to service number, rejected (by system). |
ServiceNumber_Reject_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to service number, rejected (by system), total seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Reject_Time_CallStart_CallEnd_Max | INT | Inbound calls to service number, rejected (by system), max seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Offhook_Count | INT | Inbound calls to service number, system offhook. |
ServiceNumber_Offhook_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to service number, system offhook, total seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Offhook_Time_CallStart_CallEnd_Max | INT | Inbound calls to service number, system offhook, max seconds from dtCallStart to dtCallEnd. |
ServiceNumber_Offhook_Time_CallConnect_CallEnd_Total | BIGINT | Inbound calls to service number, system offhook, total seconds from dtCallConnect to dtCallEnd. |
ServiceNumber_Offhook_Time_CallConnect_CallEnd_Max | INT | Inbound calls to service number, system offhook, max seconds from dtCallConnect to dtCallEnd. |
ACD_Count | INT | Inbound calls to ACD, total. |
ACD_StandardService_Count | INT | Inbound calls to ACD in standard service times, total. |
ACD_NotStandardService_Count | INT | Inbound calls to ACD not in standard service times, total. |
ACD_Abandoned_Count | INT | Inbound calls to ACD, abandoned (caller hangup). |
ACD_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to ACD, abandoned (caller hangup), total seconds from dtCallStart to dtCallEnd. |
ACD_Abandoned_Time_CallStart_CallEnd_Max | INT | Inbound calls to ACD, abandoned (caller hangup), max seconds from dtCallStart to dtCallEnd. |
ACD_Abandoned_Time_GroupStart_CallEnd_Total | BIGINT | Inbound calls to ACD, abandoned (caller hangup), total seconds from dtGroupStart to dtCallEnd. |
ACD_Abandoned_Time_GroupStart_CallEnd_Max | INT | Inbound calls to ACD, abandoned (caller hangup), max seconds from dtGroupStart to dtCallEnd. |
ACD_Busy_Count | INT | Inbound calls to ACD, busy (from system). |
ACD_Busy_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to ACD, busy (from system), total seconds from dtCallStart to dtCallEnd. |
ACD_Busy_Time_CallStart_CallEnd_Max | INT | Inbound calls to ACD, busy (from system), max seconds from dtCallStart to dtCallEnd. |
ACD_Busy_Time_GroupStart_CallEnd_Total | BIGINT | Inbound calls to ACD, busy (from system), total seconds from dtGroupStart to dtCallEnd. |
ACD_Busy_Time_GroupStart_CallEnd_Max | INT | Inbound calls to ACD, busy (from system), max seconds from dtGroupStart to dtCallEnd. |
ACD_Reject_Count | INT | Inbound calls to ACD, rejected (by system). |
ACD_Reject_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to ACD, rejected (by system), total seconds from dtCallStart to dtCallEnd. |
ACD_Reject_Time_CallStart_CallEnd_Max | INT | Inbound calls to ACD, rejected (by system), max seconds from dtCallStart to dtCallEnd. |
ACD_Reject_Time_GroupStart_CallEnd_Total | BIGINT | Inbound calls to ACD, rejected (by system), total seconds from dtGroupStart to dtCallEnd. |
ACD_Reject_Time_GroupStart_CallEnd_Max | INT | Inbound calls to ACD, rejected (by system), max seconds from dtGroupStart to dtCallEnd. |
ACD_Offhook_Count | INT | Inbound calls to ACD, system offhook. |
ACD_Offhook_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to ACD, system offhook, total seconds from dtCallStart to dtCallEnd. |
ACD_Offhook_Time_CallStart_CallEnd_Max | INT | Inbound calls to ACD, system offhook, max seconds from dtCallStart to dtCallEnd. |
ACD_Offhook_Time_CallConnect_CallEnd_Total | BIGINT | Inbound calls to ACD, system offhook, total seconds from dtCallConnect to dtCallEnd. |
ACD_Offhook_Time_CallConnect_CallEnd_Max | INT | Inbound calls to ACD, system offhook, max seconds from dtCallConnect to dtCallEnd. |
ACD_Offhook_Time_GroupStart_CallEnd_Total | BIGINT | Inbound calls to ACD, system offhook, total seconds from dtGroupStart to dtCallEnd. |
ACD_Offhook_Time_GroupStart_CallEnd_Max | INT | Inbound calls to ACD, system offhook, max seconds from dtGroupStart to dtCallEnd. |
Queue_Count | INT | Inbound calls to ACD, entered queue, total. |
Queue_StandardService_Count | INT | Inbound calls to ACD, entered queue in standard service times, total. |
Queue_NotStandardService_Count | INT | Inbound calls to ACD, entered queue not in standard service times, total. |
Queue_Abandoned_Count | INT | Inbound calls to ACD, entered queue, abandoned (caller hangup). |
Queue_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, abandoned (caller hangup), total seconds from dtCallStart to dtCallEnd. |
Queue_Abandoned_Time_CallStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, abandoned (caller hangup), max seconds from dtCallStart to dtCallEnd. |
Queue_Abandoned_Time_GroupStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, abandoned (caller hangup), total seconds from dtGroupStart to dtCallEnd. |
Queue_Abandoned_Time_GroupStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, abandoned (caller hangup), max seconds from dtGroupStart to dtCallEnd. |
Queue_Abandoned_Time_QueueStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, abandoned (caller hangup), total seconds from dtQueueStart to dtCallEnd. |
Queue_Abandoned_Time_QueueStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, abandoned (caller hangup), max seconds from dtQueueStart to dtCallEnd. |
Queue_Busy_Count | INT | Inbound calls to ACD, entered queue, busy (from system). |
Queue_Busy_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, busy (from system), total seconds from dtCallStart to dtCallEnd. |
Queue_Busy_Time_CallStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, busy (from system), max seconds from dtCallStart to dtCallEnd. |
Queue_Busy_Time_GroupStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, busy (from system), total seconds from dtGroupStart to dtCallEnd. |
Queue_Busy_Time_GroupStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, busy (from system), max seconds from dtGroupStart to dtCallEnd. |
Queue_Busy_Time_QueueStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, busy (from system), total seconds from dtQueueStart to dtCallEnd. |
Queue_Busy_Time_QueueStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, busy (from system), max seconds from dtQueueStart to dtCallEnd. |
Queue_Reject_Count | INT | Inbound calls to ACD, entered queue, rejected (by system). |
Queue_Reject_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, rejected (by system), total seconds from dtCallStart to dtCallEnd. |
Queue_Reject_Time_CallStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, rejected (by system), max seconds from dtCallStart to dtCallEnd. |
Queue_Reject_Time_GroupStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, rejected (by system), total seconds from dtGroupStart to dtCallEnd. |
Queue_Reject_Time_GroupStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, rejected (by system), max seconds from dtGroupStart to dtCallEnd. |
Queue_Reject_Time_QueueStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, rejected (by system), total seconds from dtQueueStart to dtCallEnd. |
Queue_Reject_Time_QueueStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, rejected (by system), max seconds from dtQueueStart to dtCallEnd. |
Queue_Serviced_Count | INT | Inbound calls to ACD, entered queue, serviced by agent. |
Queue_Serviced_SLA1_Count | INT | Inbound calls to ACD, entered queue, serviced by agent, time from dtCallStart to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_SLA2_Count | INT | Inbound calls to ACD, entered queue, serviced by agent, time from dtCallConnect to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_SLA3_Count | INT | Inbound calls to ACD, entered queue, serviced by agent, time from dtGroupStart to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_SLA4_Count | INT | Inbound calls to ACD, entered queue, serviced by agent, time from dtQueueStart to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_StandardService_Count | INT | Inbound calls to ACD, entered queue, serviced by agent, in standard service times. |
Queue_Serviced_StandardService_SLA1_Count | INT | 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 | Inbound calls to ACD, entered queue, serviced by agent, in standard service times, time from dtCallConnect to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_StandardService_SLA3_Count | INT | 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 | Inbound calls to ACD, entered queue, serviced by agent, in standard service times, time from dtQueueStart to dtAgentConnect <= ServiceLevelSeconds. |
Queue_Serviced_NotStandardService_Count | INT | Inbound calls to ACD, entered queue, serviced by agent, not in standard service times. |
Queue_Serviced_NotStandardService_SLA1_Count | INT | 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 | 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 | 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 | 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 | Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtCallStart to dtCallEnd. |
Queue_Serviced_Time_CallStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtCallStart to dtCallEnd. |
Queue_Serviced_Time_CallStart_AgentConnect_Total | BIGINT | Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtCallStart to dtAgentConnect. |
Queue_Serviced_Time_CallStart_AgentConnect_Max | INT | Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtCallStart to dtAgentConnect. |
Queue_Serviced_Time_CallConnect_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtCallConnect to dtCallEnd. |
Queue_Serviced_Time_CallConnect_CallEnd_Max | INT | Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtCallConnect to dtCallEnd. |
Queue_Serviced_Time_CallConnect_AgentConnect_Total | BIGINT | Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtCallConnect to dtAgentConnect. |
Queue_Serviced_Time_CallConnect_AgentConnect_Max | INT | Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtCallConnect to dtAgentConnect. |
Queue_Serviced_Time_GroupStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtGroupStart to dtCallEnd. |
Queue_Serviced_Time_GroupStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtGroupStart to dtCallEnd. |
Queue_Serviced_Time_GroupStart_AgentConnect_Total | BIGINT | Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtGroupStart to dtAgentConnect. |
Queue_Serviced_Time_GroupStart_AgentConnect_Max | INT | Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtGroupStart to dtAgentConnect. |
Queue_Serviced_Time_QueueStart_CallEnd_Total | BIGINT | Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtQueueStart to dtCallEnd. |
Queue_Serviced_Time_QueueStart_CallEnd_Max | INT | Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtQueueStart to dtCallEnd. |
Queue_Serviced_Time_QueueStart_AgentConnect_Total | BIGINT | Inbound calls to ACD, entered queue, serviced by agent, total seconds from dtQueueStart to dtAgentConnect. |
Queue_Serviced_Time_QueueStart_AgentConnect_Max | INT | Inbound calls to ACD, entered queue, serviced by agent, max seconds from dtQueueStart to dtAgentConnect. |
Queue_NotServiced_Count | INT | Inbound calls to ACD, entered queue, were offhook, not serviced by agent. |
Queue_NotServiced_StandardService_Count | INT | Inbound calls to ACD, entered queue, were offhook, not serviced by agent, in standard service times. |
Queue_NotServiced_NotStandardService_Count | INT | Inbound calls to ACD, entered queue, were offhook, not serviced by agent, not in standard service times. |
Queue_NotServiced_Abandoned_Count | INT | Inbound calls to ACD, entered queue, not serviced by agent, caller hangup. |
Queue_NotServiced_Abandoned_Time_CallStart_CallEnd_Total | BIGINT | 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 | 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 | 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 | 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 | 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 | 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 | 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 | Inbound calls to ACD, entered queue, not serviced by agent, caller hangup, max seconds from dtQueueStart to dtCallEnd. |
Queue_NotServiced_Reject_Count | INT | Inbound calls to ACD, entered queue, not serviced by agent, system hangup. |
Queue_NotServiced_Reject_Time_CallStart_CallEnd_Total | BIGINT | 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 | 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 | 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 | 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 | 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 | 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 | 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 | Inbound calls to ACD, entered queue, not serviced by agent, system hangup, max seconds from dtQueueStart to dtCallEnd. |
AgentCalls_Count | INT | Inbound calls to agents, total. |
AgentCalls_OK_Count | INT | Inbound calls to agents, agent answered. |
AgentCalls_OK_Time_CallStart_CallConnect_Total | BIGINT | Inbound calls to agents, agent answered, total seconds from dtCallStart to dtCallConnect (agent leg). |
AgentCalls_OK_Time_CallStart_CallConnect_Max | INT | Inbound calls to agents, agent answered, max seconds from dtCallStart to dtCallConnect (agent leg). |
AgentCalls_OK_Time_CallConnect_CallEnd_Total | BIGINT | Inbound calls to agents, agent answered, total seconds from dtCallConnect to dtCallEnd (agent leg). |
AgentCalls_OK_Time_CallConnect_CallEnd_Max | INT | Inbound calls to agents, agent answered, max seconds from dtCallConnect to dtCallEnd (agent leg). |
AgentCalls_OK_PostCall_Count | INT | Inbound calls to agents, agent answered, post call work required. |
AgentCalls_OK_PostCall_Time_Total | BIGINT | Inbound calls to agents, agent answered, post call work required, total seconds. |
AgentCalls_OK_PostCall_Time_Max | INT | Inbound calls to agents, agent answered, post call work required, max seconds. |
AgentCalls_NoAnswer_Count | INT | Inbound calls to agents, no answer. |
AgentCalls_Busy_Count | INT | Inbound calls to agents, busy. |
AgentCalls_CallerHangup_Count | INT | Inbound calls to agents, caller hangup during transfer. |
AgentCalls_Reject_Count | INT | Inbound calls to agents, rejected. |
AgentCalls_Failure_Count | INT | Inbound calls to agents, failed. |
GroupTransfer_Count | INT | Inbound, transfer to group, total. |
GroupTransfer_OK_Count | INT | Inbound, transfer to group, OK. |
GroupTransfer_OK_Time_CallStart_CallConnect_Total | BIGINT | Inbound, transfer to group, OK, total seconds from dtCallStart to dtCallConnect (to group leg). |
GroupTransfer_OK_Time_CallStart_CallConnect_Max | INT | Inbound, transfer to group, OK, max seconds from dtCallStart to dtCallConnect (to group leg). |
GroupTransfer_OK_Time_CallConnect_CallEnd_Total | BIGINT | Inbound, transfer to group, OK, total seconds from dtCallConnect to dtCallEnd (to group leg). |
GroupTransfer_OK_Time_CallConnect_CallEnd_Max | INT | Inbound, transfer to group, OK, max seconds from dtCallConnect to dtCallEnd (to group leg). |
GroupTransfer_NoAnswer_Count | INT | Inbound, transfer to group, no answer. |
GroupTransfer_Busy_Count | INT | Inbound, transfer to group, busy. |
GroupTransfer_CallerHangup_Count | INT | Inbound, transfer to group, caller hangup during transfer. |
GroupTransfer_Reject_Count | INT | Inbound, transfer to group, rejected. |
GroupTransfer_Failure_Count | INT | Inbound, transfer to group, failed. |
AgentTransfer_Count | INT | Inbound, transfer to agent, total. |
AgentTransfer_OK_Count | INT | Inbound, transfer to agent, OK. |
AgentTransfer_OK_Time_CallStart_CallConnect_Total | BIGINT | Inbound, transfer to agent, OK, total seconds from dtCallStart to dtCallConnect (to group leg). |
AgentTransfer_OK_Time_CallStart_CallConnect_Max | INT | Inbound, transfer to agent, OK, max seconds from dtCallStart to dtCallConnect (to group leg). |
AgentTransfer_OK_Time_CallConnect_CallEnd_Total | BIGINT | Inbound, transfer to agent, OK, total seconds from dtCallConnect to dtCallEnd (to group leg). |
AgentTransfer_OK_Time_CallConnect_CallEnd_Max | INT | Inbound, transfer to agent, OK, max seconds from dtCallConnect to dtCallEnd (to group leg). |
AgentTransfer_NoAnswer_Count | INT | Inbound, transfer to agent, no answer. |
AgentTransfer_Busy_Count | INT | Inbound, transfer to agent, busy. |
AgentTransfer_CallerHangup_Count | INT | Inbound, transfer to agent, caller hangup during transfer. |
AgentTransfer_Reject_Count | INT | Inbound, transfer to agent, rejected. |
AgentTransfer_Failure_Count | INT | Inbound, transfer to agent, failed. |
NumberTransfer_Count | INT | Inbound, transfer to number, total. |
NumberTransfer_OK_Count | INT | Inbound, transfer to number, OK. |
NumberTransfer_OK_Time_CallStart_CallConnect_Total | BIGINT | Inbound, transfer to number, OK, total seconds from dtCallStart to dtCallConnect (to group leg). |
NumberTransfer_OK_Time_CallStart_CallConnect_Max | INT | Inbound, transfer to number, OK, max seconds from dtCallStart to dtCallConnect (to group leg). |
NumberTransfer_OK_Time_CallConnect_CallEnd_Total | BIGINT | Inbound, transfer to number, OK, total seconds from dtCallConnect to dtCallEnd (to group leg). |
NumberTransfer_OK_Time_CallConnect_CallEnd_Max | INT | Inbound, transfer to number, OK, max seconds from dtCallConnect to dtCallEnd (to group leg). |
NumberTransfer_NoAnswer_Count | INT | Inbound, transfer to number, no answer. |
NumberTransfer_Busy_Count | INT | Inbound, transfer to number, busy. |
NumberTransfer_CallerHangup_Count | INT | Inbound, transfer to number, caller hangup during transfer. |
NumberTransfer_Reject_Count | INT | Inbound, transfer to number, rejected. |
NumberTransfer_Failure_Count | INT | 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. |