Get Site Queue Info

This tool returns statistical information about a Site Queue. A Site Queue is one of the sites that makes up an Enterprise Queue. For example, you could have an Enterprise Queue of Support that is comprised of the following site queues: (Site-Indy, Queue-Support), (Site-Boca, Queue-Support), (Site-France, Queue-Support).

Inputs

Site Name

The site name as listed in Interaction Administrator’s Interaction Director Sites container.

Queue Name

The name of the queue as listed in Interaction Administrator’s Interaction Director Queues container.

Skills Required

A list of skills required for the call. These skills should be typed as they appear in Interaction Administrator. Separate multiple skills with a semicolon.

Minimum Skill Levels

A list parallel to Skills Required specifying the minimum skill level required for this call. Separate multiple integer values with a semicolon.

Maximum Skill Levels

A list parallel to Skills Required specifying the maximum skill level required for this call. Separate multiple integer values with a semicolon.

Outputs

Longest Available Agent

The number of seconds that one of the agents monitoring this queue has been available.

Longest Wait

The longest wait of the currently waiting calls.

Average Wait

The average wait time of all calls waiting on this queue.

Average Abandoned

The average length of abandoned calls.

Average Call Length

The average length of all calls on this queue.

Average ACW

The average time agents have been in a follow up status for all the agents currently in follow up status.

Average Period

The number of seconds over which the averaged values are calculated.

Average Wait Sample

The number of calls used to calculate the Average Wait statistic.

Average Abandon Sample

The number of calls used to calculate the abandoned calls statistic.

Average Length Sample

The number of calls used to calculate the Average Call Length statistic.

ACW Sample

The number of agents used to calculate the Average ACW statistic.

Active Lines

The number of active lines on which calls come into this queue.

Free Lines

Of the active lines, the number of lines that do not have calls.

Logged in Agents

The number of agents logged into this queue.

Available Agents

The number of agents with an Available status.

Assigned Agents

The number of agents that are currently connected to calls.

ACW Agents

The number of agents in a follow-up status.

Logged In Agents Matching Skills

The number of agents currently logged in that have skills within the skill parameters you specified.

Calls Waiting

The number of calls waiting on this queue.

Calls Connected

The number of calls connected on this queue.

Service Level

The current service level for this queue. Service level is a percentage calculated by figuring the number of calls answered within a time specified in Interaction Administrator.

Queue State

The availability of the queue. It will be one of the following values:

1	Available
2	Closed
3	Inactive
4	Connection Lost

Exit Paths

Success

This tool takes the Success exit path if it returned the statistics.

Unknown Site

This tool takes the Unknown Site exit path if the Site Name you specified was invalid.

Unknown Queue

This tool takes the Unknown Queue exit path if the Queue Name you specified was invalid.

Failure

This tool takes the Failure exit path if it could not return the statistics.