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7. Workgroup Queue Statistics (Media Type)

The Workgroup Queue Statistics package contains the records of interval-based interaction statistics associated with ACD and non-ACD workgroup queues by Media Type.Intervals are defined as the period in which your statistics are logged to the database. The system default is 30 minutes.

The records for this package come from the IWrkgrpQueueStats view. The media Type is stored on the field Chkey3.Every row represents the statistics for the Workgroup Queue by Media Type. If your system has Custom Groups, they will appear on cReportGroup field. There is no notion of skills in this package.

Workgroup Queue Statistics (Media Type) Report Fields
Friendly name	Column for this view	Description
Queue	cName	Name of the distribution Queue that originated these statistics
Report Group	cReportGroup	Subgroup for cName. Any custom groups that may be assigned to interactions that the distribution queue handles are also automatically added to the records associated with the cName field.
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 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.
ACW Time	tAcw	Time the user spent in an After Call Work
Number ACW Interactions	nAcwCalls	Number of outbound interactions made by the user during ACW
ACW Outbound time	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.
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
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.
User Talk Time	tAgentTalk	Time the agent was on interactions (ACD and non-ACD) from first Client_Connected until end of ACW for this queue
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
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.
Service Level Duration	nAcdSvcLvl	Time in the first service level
Answered-Level 1	nAnsweredAcdSvcLvl1	Number of ACD interactions in the first service level
Answered - Level 2	nAnsweredAcdSvcLvl2	Number of ACD interactions in the second service level
Answered - Level 3	nAnsweredAcdSvcLvl3	Number of ACD interactions in the third service level
Answered - Level 4	nAnsweredAcdSvcLvl4	Number of ACD interactions in the fourth service level
Answered - Level 5	nAnsweredAcdSvcLvl5	Number of ACD interactions in the fifth service level
Answered - Level 6	nAnsweredAcdSvcLvl6	Number of ACD interactions in the sixth service level
Abandoned - Level 1	nAbandonAcdSvcLvl1	Number of ACD interactions abandoned in the first service level
Abandoned - Level 2	nAbandonAcdSvcLvl2	Number of ACD interactions abandoned in the second service level
Abandoned - Level 3	nAbandonAcdSvcLvl3	Number of ACD interactions abandoned in the third service level
Abandoned - Level 4	nAbandonAcdSvcLvl4	Number of ACD interactions abandoned in the fourth service level
Abandoned - Level 5	nAbandonAcdSvcLvl5	Number of ACD interactions abandoned in the fifth service level
Abandoned - Level 6	nAbandonAcdSvcLvl6	Number of ACD interactions abandoned in the sixth service level
Interaction Type	Chkey3	Third level of hierarchy grouping in terms of reporting. This field is used to store Media types.