CompressedUA contains statistics regarding:
Information such as:
is provided.
Note: because these statistics are aggragated, 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.
Data is aggregated according to the settings of the parameters:
Parameter | Default Value | Purpose |
Portal.ACD.Statistics.JTELStats2.Compress.CompressedUA.SecondsToWait | 7200 | The minimum time after the end of a time interval before statistics are aggregated. |
Portal.ACD.Statistics.JTELStats2.Compress.CompressedUA.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.CompressedUA.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 CompressedUA tables themselves is NOT supported. | |
Portal.ACD.Statistics.JTELStats2.Compress.CompressedUA.CustomCompress.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.CompressedUA.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.CompressedUA.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. |
Two tables are provided, CompressedUA15 (15 minute time slices) and CompressedUADay (day compression), aggregated according to the following queries.
The first query aggregates calls made TO the agent or BY the agent (direct calls from the ACD and calls transferred to the agent, click to dial calls and dialler calls):
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The second query aggregates calls made BY the agent (calls transferred by the agent):
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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.
bOutbound | Partitioning |
0 | Inbound |
1 | Outbound |
Partitioning on CONNRES
All results are partitioned by CONNRES.
CONNRES | Field |
1 | OK |
2 | No Answer |
3 | Busy |
4 | Caller Hangup |
6 | Reject |
0, 5, 6 | Failure |
StatisticsPartBOrigin | Field | Meaning |
NULL | Direct_* | Direct call to agent |
NOT NULL | FromTransfer_* | Call transferred to agent |
bTransferExternalNumber | bTransferAgent | Field | Meaning |
1 | TransferOut_Number_* | Call transferred by agent to external number | |
1 | TransferOut_Agent_* | Call transferred by agent to another agent | |
0 | 0 | TransferOut_Group_* | Call transferred by agent to group |
DiallerCampaignsID | Field | Meaning |
NULL | ClickToDial_* | Agent performed click to dial |
NOT NULL | Dialler_* | Agent working in dialler campaign and dialler performed outdial |
CompressedUA15
This table contains compressed statistics for 15 minute intervals.
This table contains compressed statistics for day intervals.
The field definitions are essentially the same, in both tables, only the aggregation intervals are different.
Field | Type | Contents |
ID | INT | A unique ID assigned to each record. Note, that IDs are not re-used, since if an interval is recalculated, the record is added with REPLACE, i.e. the existing record will be delteted and a new record with a new ID will be created in its place. |
ClientsID | INT | ID of client from Clients table. |
UsersID | INT | The ID of the user from the Users table. |
UsersProfilesID | INT | The ID of the user profile from UserProfiles in which the agent was logged in, or 0 if no profile information is available. |
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 assigned. |
RoutingApplicationsID | INT | ID of the routing application from the RoutingApplications Table, or 0 if the application is not available. |
AcdGroupsID | INT | ID of the ACD group, from the AcdGroups table, or 0 if no ACD group is available. |
DiallerCampaignsID | INT | ID of the dialler campaign, from the DiallerCampaigns table, or 0 if no dialler campaign is available. |
dtIntervalStart | DATETIME | Date and Time of the start of the interval. |
UsersUID | VARCHAR(64) | The UsersUID field. |
UsersName | VARCHAR(64) | The Users Name. |
UsersFirstName | VARCHAR(64) | The Users FirstName. |
UsersProfilesName | VARCHAR(64) | The UsersProfiles Name. |
ServiceNumbersRootNumber | VARCHAR(32) | The RootNumber field of the service number, as configured when the compressed statistics were created. |
ServiceNumbersName | VARCHAR(64) | The Name field of the service number, as configured when the compressed statistics were created. |
ServiceNumbersName2 | VARCHAR(64) | The Name2 field of the service number, as configured when the compressed statistics were created. |
DynamicPriorityGroupsName | VARCHAR(64) | The Name field from the DynamicPriorityGroups table, as configured when the compressed statistics were created. |
AcdGroupsName | VARCHAR(64) | The Name field from the AcdGroups table, as configured when the compressed statistics were created. |
Direct_Count | INT | Inbound calls directly to agent, total offered. |
Direct_OK_Count | INT | Inbound calls directly to agent, answered. |
Direct_OK_Time_CallStart_CallConnect_Total | BIGINT | Inbound calls directly to agent, answered, total seconds from dtCallStart to dtCallConnect. |
Direct_OK_Time_CallStart_CallConnect_Max | INT | Inbound calls directly to agent, answered, max seconds from dtCallStart to dtCallConnect. |
Direct_OK_Time_CallConnect_CallEnd_Total | BIGINT | Inbound calls directly to agent, answered, total seconds from dtCallConnect to dtCallEnd. |
Direct_OK_Time_CallConnect_CallEnd_Max | INT | Inbound calls directly to agent, answered, max seconds from dtCallConnect to dtCallEnd. |
Direct_OK_PostCall_Count | INT | Inbound calls directly to agent, answered, number of calls with post call work. |
Direct_OK_PostCall_Time_Total | BIGINT | Inbound calls directly to agent, answered, total time in post call work. |
Direct_OK_PostCall_Time_Max | INT | Inbound calls directly to agent, answered, max time in post call work. |
Direct_NoAnswer_Count | INT | Inbound calls directly to agent, not answered. |
Direct_NoAnswer_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls directly to agent, not answered, total seconds from dtCallStart to dtCallEnd. |
Direct_NoAnswer_Time_CallStart_CallEnd_Max | INT | Inbound calls directly to agent, not answered, max seconds from dtCallStart to dtCallEnd. |
Direct_Busy_Count | INT | Inbound calls directly to agent, busy. |
Direct_CallerHangup_Count | INT | Inbound calls directly to agent, caller hangup. |
Direct_CallerHangup_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls directly to agent, caller hangup, total seconds from dtCallStart to dtCallEnd. |
Direct_CallerHangup_Time_CallStart_CallEnd_Max | INT | Inbound calls directly to agent, caller hangup, max seconds from dtCallStart to dtCallEnd. |
Direct_Reject_Count | INT | Inbound calls directly to agent, rejected. |
Direct_Reject_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls directly to agent, rejected, total seconds from dtCallStart to dtCallEnd. |
Direct_Reject_Time_CallStart_CallEnd_Max | INT | Inbound calls directly to agent, rejected, max seconds from dtCallStart to dtCallEnd. |
Direct_Failure_Count | INT | Inbound calls directly to agent, failed. |
FromTransfer_Count | INT | Inbound calls transferred to agent, total offered. |
FromTransfer_OK_Count | INT | Inbound calls transferred to agent, answered. |
FromTransfer_OK_Time_CallStart_CallConnect_Total | BIGINT | Inbound calls transferred to agent, answered, total seconds from dtCallStart to dtCallConnect. |
FromTransfer_OK_Time_CallStart_CallConnect_Max | INT | Inbound calls transferred to agent, answered, max seconds from dtCallStart to dtCallConnect. |
FromTransfer_OK_Time_CallConnect_CallEnd_Total | BIGINT | Inbound calls transferred to agent, answered, total seconds from dtCallConnect to dtCallEnd. |
FromTransfer_OK_Time_CallConnect_CallEnd_Max | INT | Inbound calls transferred to agent, answered, max seconds from dtCallConnect to dtCallEnd. |
FromTransfer_OK_PostCall_Count | INT | Inbound calls transferred to agent, answered, number of calls with post call work. |
FromTransfer_OK_PostCall_Time_Total | BIGINT | Inbound calls transferred to agent, answered, total time in post call work. |
FromTransfer_OK_PostCall_Time_Max | INT | Inbound calls transferred to agent, answered, max time in post call work. |
FromTransfer_NoAnswer_Count | INT | Inbound calls transferred to agent, not answered. |
FromTransfer_NoAnswer_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred to agent, not answered, total seconds from dtCallStart to dtCallEnd. |
FromTransfer_NoAnswer_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred to agent, not answered, max seconds from dtCallStart to dtCallEnd. |
FromTransfer_Busy_Count | INT | Inbound calls transferred to agent, busy. |
FromTransfer_CallerHangup_Count | INT | Inbound calls transferred to agent, caller hangup. |
FromTransfer_CallerHangup_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred to agent, caller hangup, total seconds from dtCallStart to dtCallEnd. |
FromTransfer_CallerHangup_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred to agent, caller hangup, max seconds from dtCallStart to dtCallEnd. |
FromTransfer_Reject_Count | INT | Inbound calls transferred to agent, rejected. |
FromTransfer_Reject_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred to agent, rejected, total seconds from dtCallStart to dtCallEnd. |
FromTransfer_Reject_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred to agent, rejected, max seconds from dtCallStart to dtCallEnd. |
FromTransfer_Failure_Count | INT | Inbound calls transferred to agent, failed. |
TransferOut_Number_Count | INT | Inbound calls transferred out to number by agent, total attempts. |
TransferOut_Number_OK_Count | INT | Inbound calls transferred out to number by agent, answered. |
TransferOut_Number_OK_Time_CallStart_CallConnect_Total | BIGINT | Inbound calls transferred out to number by agent, answered, total seconds from dtCallStart to dtCallConnect. |
TransferOut_Number_OK_Time_CallStart_CallConnect_Max | INT | Inbound calls transferred out to number by agent, answered, max seconds from dtCallStart to dtCallConnect. |
TransferOut_Number_OK_Time_CallConnect_CallEnd_Total | BIGINT | Inbound calls transferred out to number by agent, answered, total seconds from dtCallConnect to dtCallEnd. |
TransferOut_Number_OK_Time_CallConnect_CallEnd_Max | INT | Inbound calls transferred out to number by agent, answered, max seconds from dtCallConnect to dtCallEnd. |
TransferOut_Number_NoAnswer_Count | INT | Inbound calls transferred out to number by agent, no answer. |
TransferOut_Number_NoAnswer_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred out to number by agent, no answer, total seconds from dCallStart to dtCallEnd. |
TransferOut_Number_NoAnswer_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred out to number by agent, no answer, max seconds from dCallStart to dtCallEnd. |
TransferOut_Number_Busy_Count | INT | Inbound calls transferred out to number by agent, busy. |
TransferOut_Number_CallerHangup_Count | INT | Inbound calls transferred out to number by agent, caller hangup. |
TransferOut_Number_CallerHangup_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred out to number by agent, caller hangup, total seconds from dCallStart to dtCallEnd. |
TransferOut_Number_CallerHangup_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred out to number by agent, caller hangup, max seconds from dCallStart to dtCallEnd. |
TransferOut_Number_Reject_Count | INT | Inbound calls transferred out to number by agent, rejected. |
TransferOut_Number_Reject_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred out to number by agent, rejected, total seconds from dCallStart to dtCallEnd. |
TransferOut_Number_Reject_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred out to number by agent, rejected, max seconds from dCallStart to dtCallEnd. |
TransferOut_Number_Failure_Count | INT | Inbound calls transferred out to number by agent, failed. |
TransferOut_Group_Count | INT | Inbound calls transferred out to group by agent, total attempts. |
TransferOut_Group_OK_Count | INT | Inbound calls transferred out to group by agent, answered. |
TransferOut_Group_OK_Time_CallStart_CallConnect_Total | BIGINT | Inbound calls transferred out to group by agent, answered, total seconds from dtCallStart to dtCallConnect. |
TransferOut_Group_OK_Time_CallStart_CallConnect_Max | INT | Inbound calls transferred out to group by agent, answered, max seconds from dtCallStart to dtCallConnect. |
TransferOut_Group_OK_Time_CallConnect_CallEnd_Total | BIGINT | Inbound calls transferred out to group by agent, answered, total seconds from dtCallConnect to dtCallEnd. |
TransferOut_Group_OK_Time_CallConnect_CallEnd_Max | INT | Inbound calls transferred out to group by agent, answered, max seconds from dtCallConnect to dtCallEnd. |
TransferOut_Group_NoAnswer_Count | INT | Inbound calls transferred out to group by agent, no answer. |
TransferOut_Group_NoAnswer_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred out to group by agent, no answer, total seconds from dCallStart to dtCallEnd. |
TransferOut_Group_NoAnswer_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred out to group by agent, no answer, max seconds from dCallStart to dtCallEnd. |
TransferOut_Group_Busy_Count | INT | Inbound calls transferred out to group by agent, busy. |
TransferOut_Group_CallerHangup_Count | INT | Inbound calls transferred out to group by agent, caller hangup. |
TransferOut_Group_CallerHangup_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred out to group by agent, caller hangup, total seconds from dCallStart to dtCallEnd. |
TransferOut_Group_CallerHangup_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred out to group by agent, caller hangup, max seconds from dCallStart to dtCallEnd. |
TransferOut_Group_Reject_Count | INT | Inbound calls transferred out to group by agent, rejected. |
TransferOut_Group_Reject_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred out to group by agent, rejected, total seconds from dCallStart to dtCallEnd. |
TransferOut_Group_Reject_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred out to group by agent, rejected, max seconds from dCallStart to dtCallEnd. |
TransferOut_Group_Failure_Count | INT | Inbound calls transferred out to group by agent, failed. |
TransferOut_Agent_Count | INT | Inbound calls transferred out to agent by agent, total attempts. |
TransferOut_Agent_OK_Count | INT | Inbound calls transferred out to agent by agent, answered. |
TransferOut_Agent_OK_Time_CallStart_CallConnect_Total | BIGINT | Inbound calls transferred out to agent by agent, answered, total seconds from dtCallStart to dtCallConnect. |
TransferOut_Agent_OK_Time_CallStart_CallConnect_Max | INT | Inbound calls transferred out to agent by agent, answered, max seconds from dtCallStart to dtCallConnect. |
TransferOut_Agent_OK_Time_CallConnect_CallEnd_Total | BIGINT | Inbound calls transferred out to agent by agent, answered, total seconds from dtCallConnect to dtCallEnd. |
TransferOut_Agent_OK_Time_CallConnect_CallEnd_Max | INT | Inbound calls transferred out to agent by agent, answered, max seconds from dtCallConnect to dtCallEnd. |
TransferOut_Agent_NoAnswer_Count | INT | Inbound calls transferred out to agent by agent, no answer. |
TransferOut_Agent_NoAnswer_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred out to agent by agent, no answer, total seconds from dCallStart to dtCallEnd. |
TransferOut_Agent_NoAnswer_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred out to agent by agent, no answer, max seconds from dCallStart to dtCallEnd. |
TransferOut_Agent_Busy_Count | INT | Inbound calls transferred out to agent by agent, busy. |
TransferOut_Agent_CallerHangup_Count | INT | Inbound calls transferred out to agent by agent, caller hangup. |
TransferOut_Agent_CallerHangup_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred out to agent by agent, caller hangup, total seconds from dCallStart to dtCallEnd. |
TransferOut_Agent_CallerHangup_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred out to agent by agent, caller hangup, max seconds from dCallStart to dtCallEnd. |
TransferOut_Agent_Reject_Count | INT | Inbound calls transferred out to agent by agent, rejected. |
TransferOut_Agent_Reject_Time_CallStart_CallEnd_Total | BIGINT | Inbound calls transferred out to agent by agent, rejected, total seconds from dCallStart to dtCallEnd. |
TransferOut_Agent_Reject_Time_CallStart_CallEnd_Max | INT | Inbound calls transferred out to agent by agent, rejected, max seconds from dCallStart to dtCallEnd. |
TransferOut_Agent_Failure_Count | INT | Inbound calls transferred out to agent by agent, 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. |