Statistic Category

Description

agent_statistics.htm

Agent statistics summarize the activity of call center agents. These statistics report average talk time, longest talk time, average wait time, non-ACD interactions, interactions entered, interactions answered, interactions offered, or interactions completed for the current shift, previous shift, current period, or previous period.  Averages are calculated when the interaction completes (disconnects).

Client Services Resources

Client Services statistics report the number of resources that CIC's Client Services subsystem has available at a given point.  These statistics are updated at the regular statistics interval. Client Services keeps track of logged-in users, their status, and their rights based on security configurations.

Content Servers Statistics

 The statistics in this category help determine the state of configured Remote Content Servers and Recorder Server.

Email

The statistics in this category summarize Email routing activity in CIC.  These statistics are updated at the regular statistics interval.

Fax

This category provides information about Faxing operations in the CIC system.  These statistics are updated at the regular statistics interval.

Feedback Statistics

Interaction Feedback statistics inform about a named Interaction Feedback survey or survey group.  Feedback views display real-time statistics for the last hour (relative to the present time) or statistics for the current day, since midnight. Daily statistics reset at midnight.

Interaction Statistics

This category provides counts or durations for general object types in CIC.

Licenses

This category summarizes CIC license availability and utilization.

IC Memory Usage

IC Memory Usage statistics report the amount of memory that CIC subsystems are consuming (in kilobytes). These statistics are updated every 5 minutes.

Agents Real-Time Adherence Details

Interaction Optimizer Real Time Adherence (RTA) statistics inform about agents who are currently scheduled. RTA statistics report scheduling unit, workgroup, status, scheduled activity, actual activity (based on status), adherence status, exception type, current adherence time, cumulative shift in adherence and shift out of adherence duration for an agent.

IC Performance

This category provides information about performance of CIC server.  These statistics are updated at the regular statistics interval.

PMQ

The statistics in this category summarize activity in persistent message queues.

Queue Statistics

This category contains counts of active interactions in a queue

Recording

The statistics in this category describe activity in Interaction Recorder.  These statistics are updated at the regular statistics interval.

Session Manager Statistics

Statistics for each running Session Manager are given both as a total and broken down by device type.

Speech Recognition

The statistics in this category describe speech recognition activity in CIC.

IC System Status

The statistics in this category indicate general system status in terms of number of executing handlers, host and database tool errors, and available text-to-speech sessions.  These statistics are updated at the regular statistics interval.

Tracker Server

These performance statistics indicate the overall health of Interaction Tracker Server in the previous ten minute interval.

Transaction Server

Transaction Server statistics indicate the overall health of Transaction Server-a generic transaction server for recording, logging, etc.  These performance statistics indicate the overall health of Transaction Server in the previous ten minute interval.

Workgroup Statistics

Workgroup statistics summarize ACD interactions, number of agents logged in, and other particulars that are common to the workgroup as a whole.  The workgroup may or may not have associated queues.