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=eServices Statistics=
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=Queue Statistics=
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__NOINDEX__
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{| class="wikitable sortable"  
 
{| class="wikitable sortable"  
 
! Report || Statistic || Definition
 
! Report || Statistic || Definition
 
|-
 
|-
−
| Chat Agent Activity || Login Time || The total time that monitored agents were logged in. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group.
+
| Callback Activity || In Queue || The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.
 
|-
 
|-
−
| Chat Agent Activity || Ready Time || The total time this agent spent waiting for the next chat in Ready state.
+
| Callback Activity || Accepted Callbacks || Total number of customers that accepted a callback.
 
|-
 
|-
−
| Chat Agent Activity || Not Ready Time || The total time this agent spent in a not Ready status for chat media.
+
| Callback Activity || Answered Callbacks || Total number of calls that were answered by an agent.
 
|-
 
|-
−
| Chat Agent Activity || Ringing Time || The total amount of time that chat popup was alerting the agent desktop. In case if Agent handles several chats in parallel only first Chat Inviting time will be counted in this statistic.
+
| Callback Activity || Total Wait Time || Total amount of time all interactions spent in queue. This is not an average.
 
|-
 
|-
−
| Chat Agent Activity || Handle Time || The total amount of time the agent spent handling chats. The duration is not limited to the chat focus time. If Agent handles multiple chats in parallel they will be counted multiple times.
+
| Callback Activity || Total  Wait Time Answered || Total amount of time interactions that were answered spent in queue. This is not an average.
 
|-
 
|-
−
| Chat Agent Activity || AHT || The average amount of time the agent spent handling chat The duration is not limited to the chat focus time.
+
| Queue KPIs || Service Level || A ratio of calls answered to distinct calls entered queue or route point.
 
|-
 
|-
−
| Chat Agent Activity || % Occupancy || The ratio of time handling chat sessions to the total login time of the Agent. If agent handles multiple Chats in parallel this statistic can be greater than 100%.
+
| Queue KPIs || Service Level (10s) || A ratio of calls answered within 10 seconds to distinct calls entered queue or route point.
 
|-
 
|-
−
| Chat Agent Activity || Offered || The total number of chats that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
+
| Queue KPIs || Service Level (20s) || A ratio of calls answered within 20 seconds to distinct calls entered queue or route point.
 
|-
 
|-
−
| Chat Agent Activity || Offered (15m) || The total number of chats that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
+
| Queue KPIs || Service Level (30s) || A ratio of calls answered within 30 seconds to distinct calls entered queue or route point.
 
|-
 
|-
−
| Chat Agent Activity || % Accepted || The percentage of chats accepted by the agent based on total of chats offered.
+
| Queue KPIs || Service Level (45s) || A ratio of calls answered within 45 seconds to distinct calls entered queue or route point.
 
|-
 
|-
−
| Chat Agent Activity || % Rejected || The percentage of chats rejected by the agent based on total chats offered.
+
| Queue KPIs || Service Level (60s) || A ratio of calls answered within 60 seconds to distinct calls entered queue or route point.
 
|-
 
|-
−
| Chat Agent Activity || % Missed || The percentage of chats missed by the agent based on total chats offered.
+
| Queue KPIs || Distinct Entered || The total number of first entries of voice interactions on a specified queue or at a specified route point. Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time.
 
|-
 
|-
−
| Chat Agent Activity || Accepted || The total number of chats that were offered for processing and that were accepted by Agent during the specified period.
+
| Queue KPIs || Entered || The total number of calls entered on a specified queue or at a specified route point. Typically, you might have several calls entering in the same queue for one single voice interaction to change target after a specific timeout.
 
|-
 
|-
−
| Chat Agent Activity || Accepted (15m) || The total number of chats that were offered for processing and that were accepted by agent during the specified period.
+
| Queue KPIs || Abandoned || The total number of virtual or live voice interactions abandoned on a specified queue or route point when a caller hangs up while waiting on that queue or at that route point or if the customer line is dropped for any reason. This metric does not include the voice interactions abandoned while ringing.
 
|-
 
|-
−
| Chat Agent Activity || Rejected || The total number of chats that were offered for processing and that were rejected during the specified period.
+
| Queue KPIs || Abandoned Ringing || The total number of virtual or live voice interactions abandoned while an agent desktop is ringing when the customer line is dropped for any reason.
 
|-
 
|-
−
| Chat Agent Activity || Rejected (15m) || The total number of chats that were offered for processing and that were rejected during the specified period.
+
| Queue KPIs || Cleared || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Chat Agent Activity || Missed || The total number of chats that were offered for processing and that were missed during the specified period.
+
| Queue KPIs || Answered || The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent.
 
|-
 
|-
−
| Chat Agent Activity || Missed (15m) || The total number of chats that were offered for processing and that were missed during the specified period.
+
| Queue KPIs || Answered < 10s || The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 10 seconds.
 
|-
 
|-
−
| Chat Agent Activity || % Trans Made || The percentage of chats transfered to another agent based on total of chats offered.
+
| Queue KPIs || Answered 10 and 20s || The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent between 10 and 20 seconds.
 
|-
 
|-
−
| Chat Agent Activity || Transfers Made || The total number of chat transfers made by this agent or agent group during the specified period. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once.
+
| Queue KPIs || Answered < 30s || The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 30 seconds.
 
|-
 
|-
−
| Chat Agent Activity || Short < 30s || The total number of times Agent completed chat sessions within less than specified duration.
+
| Queue KPIs || Answered < 60s || The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 60 seconds.
 
|-
 
|-
−
| Chat Agent Activity || Concurrent Chats || The total number of concurrent chats currently happening.
+
| Queue KPIs || Current Calls || The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.
 
|-
 
|-
−
| Chat Agent Activity || Avg Chat Duration || Average duration spent with a customer while handling a chat session.
+
| Queue KPIs || Current AWT || The average time of live calls currently waiting at a distribution DN, typically a VQ.
 
|-
 
|-
−
| Chat Agent Activity || Min Chat Duration || Minimum duration spent with a customer while handling a chat session.
+
| Queue KPIs || Max Calls || The maximum number of voice interactions simultaneously waiting in this queue for the day.
 
|-
 
|-
−
| Chat Agent Activity || Max Chat Duration || Maximum duration spent with a customer while handling a chat session.
+
| Queue KPIs || Min Calls || The minimum number of voice interactions simultaneously waiting in this queue during the last hour.
 
|-
 
|-
−
| Chat Agent Activity || Chat Duration || Total duration spent with a customer while handling a chat session.
+
| Queue KPIs || Forwarded || The total number of live, voice interactions that were distributed from a distribution DN to an agent and then transferred to another destination by redirection or forwarding.
 
|-
 
|-
−
| Chat Agent Activity || Customer Avg Wait || Avg customer wait for agent while handling a chat session.
+
| Queue KPIs || Oldest Call Waiting || The maximum waiting time for live or virtual voice interactions currently on a queue or at a route point.
 
|-
 
|-
−
| Chat Agent Activity || Customer Max Wait || Max customer wait for agent while handling a chat session.
+
| Queue KPIs || Max Answer Time || The maximum time that live or virtual voice interactions waited in a queue or at a route point before being answered by this agent.
 
|-
 
|-
−
| Chat Agent Activity || Avg Greeting Time || Avg duration before first agent greeting while handling a chat session.
+
| Queue KPIs || ASA || The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is answered.
 
|-
 
|-
−
| Chat Agent Activity || Max Greeting Time || Max duration before first agent greeting while handling a chat session.
+
| Queue KPIs || AHT || The average amount of time spent handling an Interaction distributed directly from this mediation DN.
 
|-
 
|-
−
| Chat Agent Activity || Avg Response Time || Average time it takes for agent to reply to a customer while handling a chat session.
+
| Queue KPIs || AWA || The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is abandoned.
 
|-
 
|-
−
| Chat Agent Activity || Max Response Time || Maximum time it takes for agent to reply to a customer while handling a chat session.
+
| Queue KPIs || AWT || The average amount of time an interaction waits on a specified queue or at a specified route point.
 
|-
 
|-
−
| Chat Agent Activity || Avg Message Size || Average size of the message sent by agent while handling a chat session.
+
| Queue KPIs || % Abandoned || Percentage of calls that entered this queue or route point and were abandoned while in queue or while ringing on agent's DN. (it includes all calls entered in the queue).
 
|-
 
|-
−
| Chat Agent Activity || Agent Reply Total Number || Total number of repllies sent by the agent to the customer.
+
| Queue KPIs || % Cleared || Percentage of calls that entered this queue or route point and were cleared. (it includes all calls entered in the queue).
 
|-
 
|-
−
| Chat Agent Activity || Agent Reply Total Time || Total time an agent spent replying to a customer.
+
| Queue KPIs || Wait Time || The total time calls waited in the queue.
 
|-
 
|-
−
| Chat Agent Activity || Total Agent Message Size || Total number of symbols agent typed in message.
+
| Queue KPIs || Agents Logged In || The number of agents that are currently logged into a given queue.
 
|-
 
|-
−
| Chat Agent Activity || Total Agent Message Count || Total number of messages sent by agent.
+
| Queue KPIs || Agents Ready || The number of agents who are currently in the ready state and are logged in to the specified queue.
 
|-
 
|-
−
| Chat Queue Activity || Service Level || A ratio of chats accepted to chat requested.
+
| Queue KPIs || % Agents Ready || The number of agents who are in the ready state versus the agents who are currently logged in to the specified queue.
 
|-
 
|-
−
| Chat Queue Activity || Requested || Total number of Chats Requested.
+
| Queue Overflow Reason || Entered || The total number of first entries of voice interactions on a specified queue or at a specified route point. (Refer to the party state diagrams in the Overview book of the Reporting Technical Reference series.) Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time. When applied to GroupQueues, this stat type sums the number of such interactions for all queues in the group.
 
|-
 
|-
−
| Chat Queue Activity || Accepted || Total number of Chats Accepted by Agent.
+
| Queue Overflow Reason || Cleared || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Chat Queue Activity || Abandoned || Total number of chats that were abandoned while waiting.
+
| Queue Overflow Reason || % Cleared || Percentage of Calls that Entered Queue or Route Points and were subsequently Cleared.
 
|-
 
|-
−
| Chat Queue Activity || Requested (15m) || Total number of Chats Requested.
+
| Queue Overflow Reason || Overflow Closed || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Chat Queue Activity || Accepted (15m) || Total number of Chats Accepted by Agent.
+
| Queue Overflow Reason || Overflow Special Day || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Chat Queue Activity || Current Wait || Current number of Chats waiting to be accepted.
+
| Queue Overflow Reason || Overflow Emergency || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Chat Queue Activity || Wait Time || Total time chat spent waiting before being abandoned or accepted by Agent.
+
| Queue Overflow Reason || Overflow Dissuaded || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Chat Queue Activity || AWT || Avg time chat spent waiting before being abandoned or accepted by Agent.
+
| Queue Overflow Reason || Overflow Route || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Email Agent Activity || Login Time || The total time that monitored agents were logged in.. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group.
+
| Queue Overflow Reason || Overflow Voicemail || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Email Agent Activity || Ready Time || The total time this agent spent waiting for the next email.
+
| Queue Overflow Reason || Overflow Message || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Email Agent Activity || Not Ready Time || The total time this agent spent in a not Ready status for email media.
+
| Queue Overflow Reason || Overflow Outsourced || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Email Agent Activity || % Email Occupancy || The ratio of time handling email sessions to the total login time of the Agent.
+
| IWD Queue Activity || Entered || The total number of work item interactions that entered the queue during the specified period.
 
|-
 
|-
−
| Email Agent Activity || Ringing Time || The total amount of time that email popup was alerting the agent desktop.
+
| IWD Queue Activity || Stopped || The total number of work item interactions for which processing has stopped while in this queue during the reported time period.
 
|-
 
|-
−
| Email Agent Activity || Handle Time || The total amount of time the agent spent handling email (The duration is not restricted to the agent focus time).
+
| IWD Queue Activity || Moved || The total number of work items that were moved from this queue to any other queue during the specified period.
 
|-
 
|-
−
| Email Agent Activity || AHT || The average amount of time the agent spent handling email (The duration is not restricted to the agent focus time).
+
| IWD Queue Activity || Max Processed || The maximum number of work items that either were awaiting processing or were in processing within the contact center during the specified period.
 
|-
 
|-
−
| Email Agent Activity || Offered || The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
+
| IWD Queue Activity || Min Processed || The minimum number of work items that were either waiting processing or in processing within the specified period.
 
|-
 
|-
−
| Email Agent Activity || Offered (hr) || The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
+
| IWD Queue Activity || Current Waiting || The total number of work item interactions that are currently waiting to be processed.
 
|-
 
|-
−
| Email Agent Activity || % Accepted || The percentage of emails accepted by the agent based on total of emails proposed.
+
| IWD Queue Activity || Current In Queue || The total number of work item interactions that are currently in interaction queue.
−
|-
 
−
| Email Agent Activity || % Rejected || The percentage of emails rejected by the agent based on total of emails proposed.
 
−
|-
 
−
| Email Agent Activity || % Missed || The percentage of emails missed by the agent based on total of emails proposed.
 
−
|-
 
−
| Email Agent Activity || Accepted || The total number of emails that were offered for processing and that were accepted during the specified period.
 
−
|-
 
−
| Email Agent Activity || Accepted (hr) || The total number of emails that were offered for processing and that were accepted during the specified period.
 
−
|-
 
−
| Email Agent Activity || Rejected || The total number of emails that were offered for processing and that were rejected during the specified period.
 
−
|-
 
−
| Email Agent Activity || Rejected (hr) || The total number of emails that were offered for processing and that were rejected during the specified period.
 
−
|-
 
−
| Email Agent Activity || Missed || The total number of emails that were offered for processing and that were missed during the specified period.
 
−
|-
 
−
| Email Agent Activity || Missed (hr) || The total number of emails that were offered for processing and that were missed during the specified period.
 
−
|-
 
−
| Email Agent Activity || Done || The total number of inbound emails that were terminated by an agent or agent group during the specified period.
 
−
|-
 
−
| Email Agent Activity || Done (hr) || The total number of inbound emails that were terminated by an agent or agent group during the specified period.
 
−
|-
 
−
| Email Agent Activity || % Done || The percentage of emails terminated by the agent based on total of emails proposed.
 
−
|-
 
−
| Email Agent Activity || % Trans Made || The percentage of emails transfered to another agent based on total of emails proposed.
 
−
|-
 
−
| Email Agent Activity || Transfers Made || The total number of email transfers made by this agent or agent group during the specified period. Applied to GroupAgents or GroupPlaces, this stat type calculates the total number of transfers made by all of the agents belonging to the respective group. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once.
 
−
|-
 
−
| Email Agent Activity || Unsolicited sent || The total number of emails sent by the agent without being solicited by customers.
 
−
|-
 
−
| Email Queue Activity || Entered || The total number of email interactions that entered the queue during the specified period.
 
−
|-
 
−
| Email Queue Activity || Stopped || The total number of email interactions for which processing has stopped while in this queue during the reported time period.
 
−
|-
 
−
| Email Queue Activity || Moved || The total number of emails that were moved from this queue to any other queue during the specified period.
 
−
|-
 
−
| Email Queue Activity || Max Processed || The maximum number of emails that either were awaiting processing or were in processing within the contact center during the specified period.
 
−
|-
 
−
| Email Queue Activity || Min Processed || The minimum number of emails that were either waiting processing or in processing within the specified period.
 
−
|-
 
−
| eServices Agent Activity || Utilization || The percentage of time an agent was active processing contacts as compared to current time.
 
−
|-
 
−
| eServices Agent Activity || Login Time || The total time that monitored agents were logged in.
 
−
|-
 
−
| eServices Agent Activity || Email In Process || The total number of interactions being handled by this resource at the moment of measurement. Applied to GroupAgents, this stat type provides the current number of interactions being processed by all the agents in a specified agent group.
 
−
|-
 
−
| eServices Agent Activity || Email Offered || The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
 
−
|-
 
−
| eServices Agent Activity || Email Accepted || The total number of emails that were offered for processing and that were accepted during the specified period.
 
−
|-
 
−
| eServices Agent Activity || Email Processed || The total number of emails handled and processed by an agent or agent group during the specified period.
 
−
|-
 
−
| eServices Agent Activity || Email Process Time || The total amount of time the agents/agent groups spent processing email and SMS transactions.
 
−
|-
 
−
| eServices Agent Activity || Chat In Process || The total number of interactions being handled by this resource at the moment of measurement. Applied to GroupAgents, this stat type provides the current number of interactions being processed by all the agents in a specified agent group.
 
−
|-
 
−
| eServices Agent Activity || Chat Offered || The total number of chats that were offered for processing to this resource during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
 
−
|-
 
−
| eServices Agent Activity || Chat Accepted || The total number of chats that were offered for processing and that were accepted during the specified period.
 
−
|-
 
−
| eServices Agent Activity || Chat Processed || The total number of Chats handled and processed by an agent or agent group during the specified period.
 
−
|-
 
−
| eServices Agent Activity || Chat Process Time || The total amount of time the agent/agent groups spent processing chat transactions.
 
−
|-
 
−
| eServices Agent Activity || Social in Process || The total number of current interactions being handled by this resource at the moment of measurement.
 
−
|-
 
−
| eServices Agent Activity || Social Offered || The total number of social Media interactions that were offered for processing to this resource during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
 
−
|-
 
−
| eServices Agent Activity || Social Accepted || The total number of social Media interactions that were offered for processing and that were accepted during the specified period.
 
−
|-
 
−
| eServices Agent Activity || Social Processed || The total number of Social Media interactions handled by an agent at this place or this agent at his desktop during the specified period.
 
−
|-
 
−
| eServices Agent Activity || Social Process Time || The total amount of time the agent/agent group spent processing social media transactions.
 
−
|-
 
−
| eServices Queue KPIs || Email Waiting || The Total Number of Email interactions that are currently waiting to be processed.
 
−
|-
 
−
| eServices Queue KPIs || Email In Process || The Total Number of Email interactions that are currently being processed.
 
−
|-
 
−
| eServices Queue KPIs || Email In Queue || The Total Number of Email interactions that are currently in Interaction Queue.
 
−
|-
 
−
| eServices Queue KPIs || Chat Waiting || The Total Number of Chat interactions that are currently waiting to be processed.
 
−
|-
 
−
| eServices Queue KPIs || Chat In Process || The Total Number of Chat interactions that are currently being processed.
 
−
|-
 
−
| eServices Queue KPIs || Chat In Queue || The Total Number of Chat interactions that are currently in Interaction Queue.
 
−
|-
 
−
| eServices Queue KPIs || Social Waiting || The Total Number of Social Media interactions that are currently waiting to be processed.
 
−
|-
 
−
| eServices Queue KPIs || Social In Process || The Total Number of Social Media interactions that are currently being processed.
 
−
|-
 
−
| eServices Queue KPIs || Social In Queue || The Total Number of Social Media interactions that are currently in Interaction Queue.
 
−
|-
 
−
| eServices Queue KPIs || Work Item Waiting || The Total Number of Work Item interactions that are currently waiting to be processed.
 
−
|-
 
−
| eServices Queue KPIs || Work Item In Process || The Total Number of Work Item interactions that are currently being processed.
 
−
|-
 
−
| eServices Queue KPIs || Work Item In Queue || The Total Number of Work Item interactions that are currently in Interaction Queue.
 
−
|-
 
−
| Facebook Media Activity || Offered || The total number of posts that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
 
−
|-
 
−
| Facebook Media Activity || Offered (60m) || The total number of posts that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
 
−
|-
 
−
| Facebook Media Activity || % Accepted || The percentage of posts accepted by the agent based on total of Facebooks offered.
 
−
|-
 
−
| Facebook Media Activity || % Rejected || The percentage of posts rejected by the agent based on total Facebooks offered.
 
−
|-
 
−
| Facebook Media Activity || % Missed || The percentage of posts missed by the agent based on total Facebooks offered.
 
−
|-
 
−
| Facebook Media Activity || Accepted || The total number of posts that were offered for processing and that were accepted by Agent during the specified period.
 
−
|-
 
−
| Facebook Media Activity || Accepted (60m) || The total number of posts that were offered for processing and that were accepted by agent during the specified period.
 
−
|-
 
−
| Facebook Media Activity || Rejected || The total number of posts that were offered for processing and that were rejected during the specified period.
 
−
|-
 
−
| Facebook Media Activity || Rejected (60m) || The total number of posts that were offered for processing and that were rejected during the specified period.
 
−
|-
 
−
| Facebook Media Activity || Missed || The total number of posts that were offered for processing and that were missed during the specified period.
 
−
|-
 
−
| Facebook Media Activity || Missed (60m) || The total number of posts that were offered for processing and that were missed during the specified period.
 
−
|-
 
−
| Facebook Media Activity || Concurrent Facebooks || The total number of concurrent Facebooks currently happening.
 
−
|-
 
−
| Twitter Media Activity || Offered || The total number of Tweets that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
 
−
|-
 
−
| Twitter Media Activity || Offered (60m) || The total number of Tweets that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
 
−
|-
 
−
| Twitter Media Activity || % Accepted || The percentage of Tweets accepted by the agent based on total of Twitters offered.
 
−
|-
 
−
| Twitter Media Activity || % Rejected || The percentage of Tweets rejected by the agent based on total Twitters offered.
 
−
|-
 
−
| Twitter Media Activity || % Missed || The percentage of Tweets missed by the agent based on total Twitters offered.
 
−
|-
 
−
| Twitter Media Activity || Accepted || The total number of Tweets that were offered for processing and that were accepted by Agent during the specified period.
 
−
|-
 
−
| Twitter Media Activity || Accepted (60m) || The total number of Tweets that were offered for processing and that were accepted by agent during the specified period.
 
−
|-
 
−
| Twitter Media Activity || Rejected || The total number of Tweets that were offered for processing and that were rejected during the specified period.
 
−
|-
 
−
| Twitter Media Activity || Rejected (60m) || The total number of Tweets that were offered for processing and that were rejected during the specified period.
 
−
|-
 
−
| Twitter Media Activity || Missed || The total number of Tweets that were offered for processing and that were missed during the specified period.
 
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|-
 
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| Twitter Media Activity || Missed (60m) || The total number of Tweets that were offered for processing and that were missed during the specified period.
 
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| Twitter Media Activity || Concurrent Twitters || The total number of concurrent Twitters currently happening.
 
 
|}
 
|}
 +
  
 
[[Category:V:PSAAS:Public]]
 
[[Category:V:PSAAS:Public]]

Latest revision as of 12:32, October 2, 2020

Queue Statistics

Important
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Report Statistic Definition
Callback Activity In Queue The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.
Callback Activity Accepted Callbacks Total number of customers that accepted a callback.
Callback Activity Answered Callbacks Total number of calls that were answered by an agent.
Callback Activity Total Wait Time Total amount of time all interactions spent in queue. This is not an average.
Callback Activity Total Wait Time Answered Total amount of time interactions that were answered spent in queue. This is not an average.
Queue KPIs Service Level A ratio of calls answered to distinct calls entered queue or route point.
Queue KPIs Service Level (10s) A ratio of calls answered within 10 seconds to distinct calls entered queue or route point.
Queue KPIs Service Level (20s) A ratio of calls answered within 20 seconds to distinct calls entered queue or route point.
Queue KPIs Service Level (30s) A ratio of calls answered within 30 seconds to distinct calls entered queue or route point.
Queue KPIs Service Level (45s) A ratio of calls answered within 45 seconds to distinct calls entered queue or route point.
Queue KPIs Service Level (60s) A ratio of calls answered within 60 seconds to distinct calls entered queue or route point.
Queue KPIs Distinct Entered The total number of first entries of voice interactions on a specified queue or at a specified route point. Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time.
Queue KPIs Entered The total number of calls entered on a specified queue or at a specified route point. Typically, you might have several calls entering in the same queue for one single voice interaction to change target after a specific timeout.
Queue KPIs Abandoned The total number of virtual or live voice interactions abandoned on a specified queue or route point when a caller hangs up while waiting on that queue or at that route point or if the customer line is dropped for any reason. This metric does not include the voice interactions abandoned while ringing.
Queue KPIs Abandoned Ringing The total number of virtual or live voice interactions abandoned while an agent desktop is ringing when the customer line is dropped for any reason.
Queue KPIs Cleared The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue KPIs Answered The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent.
Queue KPIs Answered < 10s The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 10 seconds.
Queue KPIs Answered 10 and 20s The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent between 10 and 20 seconds.
Queue KPIs Answered < 30s The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 30 seconds.
Queue KPIs Answered < 60s The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 60 seconds.
Queue KPIs Current Calls The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.
Queue KPIs Current AWT The average time of live calls currently waiting at a distribution DN, typically a VQ.
Queue KPIs Max Calls The maximum number of voice interactions simultaneously waiting in this queue for the day.
Queue KPIs Min Calls The minimum number of voice interactions simultaneously waiting in this queue during the last hour.
Queue KPIs Forwarded The total number of live, voice interactions that were distributed from a distribution DN to an agent and then transferred to another destination by redirection or forwarding.
Queue KPIs Oldest Call Waiting The maximum waiting time for live or virtual voice interactions currently on a queue or at a route point.
Queue KPIs Max Answer Time The maximum time that live or virtual voice interactions waited in a queue or at a route point before being answered by this agent.
Queue KPIs ASA The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is answered.
Queue KPIs AHT The average amount of time spent handling an Interaction distributed directly from this mediation DN.
Queue KPIs AWA The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is abandoned.
Queue KPIs AWT The average amount of time an interaction waits on a specified queue or at a specified route point.
Queue KPIs % Abandoned Percentage of calls that entered this queue or route point and were abandoned while in queue or while ringing on agent's DN. (it includes all calls entered in the queue).
Queue KPIs % Cleared Percentage of calls that entered this queue or route point and were cleared. (it includes all calls entered in the queue).
Queue KPIs Wait Time The total time calls waited in the queue.
Queue KPIs Agents Logged In The number of agents that are currently logged into a given queue.
Queue KPIs Agents Ready The number of agents who are currently in the ready state and are logged in to the specified queue.
Queue KPIs % Agents Ready The number of agents who are in the ready state versus the agents who are currently logged in to the specified queue.
Queue Overflow Reason Entered The total number of first entries of voice interactions on a specified queue or at a specified route point. (Refer to the party state diagrams in the Overview book of the Reporting Technical Reference series.) Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time. When applied to GroupQueues, this stat type sums the number of such interactions for all queues in the group.
Queue Overflow Reason Cleared The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason % Cleared Percentage of Calls that Entered Queue or Route Points and were subsequently Cleared.
Queue Overflow Reason Overflow Closed The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Special Day The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Emergency The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Dissuaded The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Route The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Voicemail The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Message The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Outsourced The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
IWD Queue Activity Entered The total number of work item interactions that entered the queue during the specified period.
IWD Queue Activity Stopped The total number of work item interactions for which processing has stopped while in this queue during the reported time period.
IWD Queue Activity Moved The total number of work items that were moved from this queue to any other queue during the specified period.
IWD Queue Activity Max Processed The maximum number of work items that either were awaiting processing or were in processing within the contact center during the specified period.
IWD Queue Activity Min Processed The minimum number of work items that were either waiting processing or in processing within the specified period.
IWD Queue Activity Current Waiting The total number of work item interactions that are currently waiting to be processed.
IWD Queue Activity Current In Queue The total number of work item interactions that are currently in interaction queue.
This page was last edited on October 2, 2020, at 12:32.
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