Contents

2. Agent and Queue Statistics

The Agent and Queue Statistics package contains the records of interval-based interaction statistics associated with the User Queue.

The records for this package come from the IAgentQueueStats view. Every row represents the statistics for the Agent Queue for the whole interval. There is no notion of media types, or skills in this package.

Agent Queue Statistics Report Fields
Friendly name	Field name/Table	Description
User ID	cName	User or Agent ID
Queue	cReportGroup	User queues automatically have a report group for each distribution queue for which they are a member. This field can contain skills-based routing information or DNIS-based reporting if the DNIS reporting server parameter has been turned on.
Interval Begin (Date/Time)	dIntervalStart	Starting date/time of the interval. The interval is a server parameter value setup in IA. The default interval is 1800 seconds relative the hour.
Interval Begin Date	Computed expression	Starting Date of the interval. The interval is a server parameter value setup in IA. The default interval is 1800 seconds relative the hour.
Interval Begin Time	Computed expression	Starting Time of the interval. The interval is a server parameter value setup in IA. The default interval is 1800 seconds relative the hour.
Site ID	SiteId	Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.
Interval duration	nDuration	The duration of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non-standard length.
Number ACD Entries	nEnteredACD	The number of ACD related queue interactions that entered this queue during the interval.
Number Abandoned ACD	nAbandonedACD	The number of ACD related queue interactions that abandoned—an answered call that is disconnected before any conversation happens— this queue during the interval.
Number Alerted ACD	nAlertedAcd	Number of ACD related queue interactions that were in an Alerting state while in this queue. Note that interactions which transition to Alerting more than once are only counted once.
Number Answered ACD	nAnsweredAcd	Number of ACD related queue interactions that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent.
Number Answered	nAnswered	Number of all interactions—ACD and non-ACD—that were answered by the user. Answered interactions are interactions that reached a Client_Connected state with an agent.
Time ACW	tAcw	Time the user spent in an After Call Work
Number ACW Interactions	nAcwCalls	Number of outbound interactions made by the user during ACW
Time on ACW Outbound	tAcwCalls	Time the user spent on outbound interactions during After Call Work time
Number Transferred ACD	nTransferedAcd	Number of ACD interactions transferred while on this queue
Number not Answered ACD	nNotAnsweredAcd	Number of ACD interactions that were not answered when presented to the agent as an Alerting interaction. The nNotAnsweredAcd interactions will also count towards nFlowOutAcd.
Time Alerted ACD	tAlertedAcd	Time ACD interactions spent in an Alerting state on this user queue
Number Flow outs	nFlowOutAcd	Number of ACD interactions that flowed out during this interval. Flow outs are defined as queue interactions that were removed from a queue without reaching an inactive state.
Time Flow Outs	tFlowOutAcd	Time ACD interactions were in queue before being counted in nFlowOutAcd.
Number Disconnected ACD	nDisconnectAcd	Number of ACD interactions that disconnected while still on the queue. A flow out would not be counted.
Time User Logged In	tAgentLoggedIn	Time the user was logged in to the client
Time User Available	tAgentAvailable	Time the user was in an available status, whether or not the agent is activated
Time User Talk	tAgentTalk	Sum of time in seconds the agent was on interactions (ACD and non-ACD) from first Client_Connected until end of ACW for this queue.
Time User Other Busy	tAgentOtherBusy	Time the user was working on interactions (ACD and non-ACD) for queues other this one
Time User ACD Call	tAgentOnAcdCall	Time the user was working on ACD interactions for this queue only
Time User Other ACD Call	tAgentOnOtherAcdCall	Time the user was working on ACD interactions for other queues
Time User ACW	tAgentInAcw	Time the user was in an After Call Work state
Time User Non ACD	tAgentOnNonAcdCall	Time the user was in an After Call Work state
Time User DND	tAgentDnd	Time the user was in a DND state. It is driven by the combination of ACD availability and client status
Time User Not Available	tAgentNotAvailable	Time the user was not available to take ACD interactions, but was logged in to the system
Time User ACD Logged In	tAgentAcdLoggedIn	Time the user was logged in, activated in the queue, and available to take interactions in a status that has the Status allows ACD calls box checked. This statistic can be used to track Idle Time.
Time User Status DND	tAgentStatusDnd	Time the user was in a DND status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated.
Time User Status ACW	tAgentStatusAcw	Time the user was in an After call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated.
User Status Group Follow up (Time)	tStatusGroupFollowup	Time the user was in any status that belongs to the status group Followup
Time User Status Group Training	tStatusGroupTraining	Time the user was in any status that belongs to the status group Training
Custom Number 1	CustomValue1	Custom value for customer use
Custom Number 2	CustomValue2	Custom value for customer use
Custom Number 3	CustomValue3	Custom value for customer use
Custom Number 4	CustomValue4	Custom value for customer use
Custom Number 5	CustomValue5	Custom value for customer use
Custom Number 6	CustomValue6	Custom value for customer use
Interval Begin Date	(Computed expression)	Starting Date of the interval. The interval is a server parameter value setup in IA. The default interval is 1800 seconds relative the hour.
Interval Begin Time	(Computed expression)	Starting Time of the interval. The interval is a server parameter value setup in IA. The default interval is 1800 seconds relative the hour.
ChKey3	Chkey3	Third level of hierarchy grouping in terms of reporting. Most common value is interaction type.
Site ID	SiteId	Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC.