The ININ.IceLib.Statistics namespace does not include an API element for each available statistic. Instead, it is "metadata based", where the catalog of available statistics can be retrieved from the IC server through IceLib's statistics API. The statistics catalog contains the display name, description, type, units, required statistic parameters (if any), etc. for each available statistic.
As a convenience, the statistics catalog is integrated into the IceLib API documentation, allowing for browsing of the available statistics. A statistic's ID can be used with the IceLib statistics API to watch for statistic value changes.
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The statistics catalog contained in the IceLib API documentation are for the particular GA release or SU update that the documentation was created for and might not include all statistics that are available when connecting to a newer or older IC Server. |
The statistics catalog is organized into "categories" of statistics. The statistics within a given category tend to represent similar concepts or areas of the IC system. They also tend to have similar parameters. A given category is often restricted by licensing, which is indicated in a security note in each section.
The statistics catalog contains the following statistic categories:
- Agent Statistics
- Agents Real-time Adherence Details
- Client Services Resources
- Dialer Agent Statistics
- Dialer Campaign Statistics
- Dialer Custom Statistics
- Dialer Phone Number Detail Statistics
- Dialer Skill Statistics
- Dialer Stage Statistics
- Dialer Wrap Up Statistics
- Dialer Zone Statistics
- Fax
- Feedback Statistics
- IC Memory Usage
- IC Performance
- IC System Status
- Interaction Director Statistics
- Interaction Statistics
- Licenses
- PMQ
- Queue Statistics
- Recorder Statistics
- Recording
- Session Manager Statistics
- Speech Recognition
- StatAlertServer Statistics
- Tracker Server
- Transaction Server
- Workgroup Statistics
Agent Statistics
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).
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Statistics in this category require at least one of the following licenses:
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| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Agent Keyword Spotted inin.agent:AgentKeywordSpotted | Agent keyword spotted in an interaction | statisticStringValue |
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| Average Agent Negative Score inin.agent:AverageAgentNegativeKwScore | Sum up agent negative score divided by the total number of calls in the current/previous period or shift | statisticIntValue |
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| Average Agent Positive Score inin.agent:AverageAgentPositiveKwScore | Sum up agent positive score divided by the total number of calls in the current/previous period or shift | statisticIntValue |
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| Average Customer Negative Score inin.agent:AverageCustomerNegativeKwScore | Sum up customer negative score divided by the total number of calls in the current/previous period or shift | statisticIntValue |
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| Average Customer Positive Score inin.agent:AverageCustomerPositiveKwScore | Sum up customer positive score divided by the total number of calls in the current/previous period or shift | statisticIntValue |
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| Average Hold Time inin.agent:AverageHoldTime | The average hold time in queue of all ACD interactions. In technical terms, this is the average time all ACD interaction on the agents queue for the specified workgroup have been in Hold state. | statisticDurationValue(s) |
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| Average Talk Time inin.agent:AverageTalkTime | The average time the agent has spent on interactions for the specified workgroup. In technical terms, this is the average time all interactions on the agents queue for the specified workgroup have been in the ACD - Assigned state. | statisticDurationValue(s) |
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| Average Wait Time inin.agent:AverageWaitTime | Average wait time in queue of all interactions. In other words, the average time an interaction from the specified workgroup has alerted the agent in the current period. This is the average time all interactions have been in the ACD - Alerting state on the agents queue for the specified workgroup. | statisticDurationValue(s) |
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| Customer Keyword Spotted inin.agent:CustomerKeywordSpotted | Customer Keyword Spotted | statisticStringValue |
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| Interactions Answered inin.agent:InteractionsAnswered | Number of interactions answered, calculated as the number of ACD interactions from the specified workgroup that went to a Connected state in the agent's queue. | statisticIntValue |
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| Interactions Completed inin.agent:InteractionsCompleted | Number of interactions completed (that went from a state of ACD - Assigned to ACD - Disconnected). | statisticIntValue |
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| Interactions Held inin.agent:InteractionsOnHold | Number of interactions held. | statisticIntValue |
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| Interactions Received inin.agent:InteractionsEntered | Total number of interactions that entered the queue. | statisticIntValue |
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| Longest Interaction Waiting inin.agent:LongestWaitTime | Time of the longest currently waiting interaction. This interaction has been in the ACD - Wait Agent state the longest. Its duration is the amount of time that the interaction has waited to be picked up by an available agent, based on time in queue only. Supervisor workflow statistics always pertain to time in a workgroup or user interaction. Overall time in the system (such as time in IVR) is not counted. | statisticFiniteDurationValue(s) |
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| Longest Talk Time inin.agent:LongestTalkTime | Time of the longest currently connected interaction. This interaction has been in a Connected state the longest. | statisticFiniteDurationValue(s) |
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| Non-ACD Interactions inin.agent:NonACDInteractions | The number of interactions answered by an agent that were not routed to the agent by ACD. These are interoffice interactions, transfers, and other person-to-person interactions. | statisticIntValue |
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| Time In Status inin.agent:TimeInStatus | This statistic is evaluated by time-in-status alerts. It appears in Workgroup Detail views to report the amount of time that an agent has been in a particular status condition. | StatusMessage(s) |
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| Total Agent Negative Score inin.agent:TotalAgentNegativeKwScore | Sum up agent negative score from calls in the current/previous period or shift | statisticIntValue |
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| Total Agent Positive Score inin.agent:TotalAgentPositiveKwScore | Sum up agent positive score from calls in the current/previous period or shift | statisticIntValue |
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| Total Customer Negative Score inin.agent:TotalCustomerNegativeKwScore | Sum up customer negative score from calls in the current/previous period or shift | statisticIntValue |
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| Total Customer Positive Score inin.agent:TotalCustomerPositiveKwScore | Sum up customer positive score from calls in the current/previous period or shift | statisticIntValue |
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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. If an agent is not in a currently published schedule, his or her information will not be available. Note that RTA statistics are designed to be used in a similar fashion to the Real-Time Adherence view available in IC Business Manager. For example, they are designed to have only one scheduling unit and one workgroup selected per request.
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Statistics in this category require at least one of the following licenses:
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| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Actual Activity inin.optimizerrtadata:OptimizerCurrentActualActivity | Current actual activity of agent based on logged in status. | statisticStringValue |
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| Adherence Status inin.optimizerrtadata:OptimizerAdherenceStatus | Agent adherence status indicating In Adherence or Out of Adherence with the schedule. | statisticStringValue |
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| Agent inin.optimizerrtadata:OptimizerAgentName | Display name of scheduled agent. | statisticStringValue |
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| Current Adherence Duration inin.optimizerrtadata:OptimizerAdherenceDuration | Duration for which agent is in the current adherence state after last adherence status change. | statisticTimeDurationValue |
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| Exception Type inin.optimizerrtadata:OptimizerExceptionType | Exception type indicates the specific reason for agent being Out of Adherence with the schedule. Possible display values are Early, Late, Unscheduled, Skipped, Logged Out or Unknown. | statisticStringValue |
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| Number Of Agents In Adherence inin.optimizerrtadata:OptimizerNumberOfAgentsInAdherence | The count of users in adherence with the current schedule. | statisticIntValue |
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| Number Of Agents Out Of Adherence inin.optimizerrtadata:OptimizerNumberOfAgentsOutOfAdherence | The count of users not in adherence with the current schedule. | statisticIntValue |
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| Percent Of Agents In Adherence inin.optimizerrtadata:OptimizerPercentOfAgentsInAdherence | The percentage of users in adherence with the current schedule. | statisticPercentValue(%) |
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| Percent Of Agents Out Of Adherence inin.optimizerrtadata:OptimizerPercentOfAgentsOutOfAdherence | The percentage of users not in adherence with the current schedule. | statisticPercentValue(%) |
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| Scheduled Activity inin.optimizerrtadata:OptimizerCurrentScheduledActivity | The activity scheduled by Interaction Optimizer for this agent at this point in time. | statisticStringValue |
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| Shift Time In Adherence inin.optimizerrtadata:OptimizerShiftTimeInAdherence | The cumulative amount of time that an agent has been in adherence, accumulated for the entire shift. | statisticFiniteDurationValue |
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| Shift Time Out Of Adherence inin.optimizerrtadata:OptimizerShiftTimeOutOfAdherence | The cumulative amount of time that an agent has been out of adherence, accumulated for the entire shift. | statisticFiniteDurationValue |
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| Status inin.optimizerrtadata:OptimizerCurrentStatus | Current logged in status of agent | statisticStringValue |
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Client Services Resources
Client Services statistics report the number of resources that IC'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.
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Statistics in this category require at least one of the following licenses:
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| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Status Of The Aggregator Connection inin.system.clientservices:PresenceManager | This Boolean indicator (Yes or No) indicates whether a connection with Interaction Aggregator server is active. | statisticBoolValue |
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Dialer Agent Statistics
Statistics summarizing the activity for a specific Dialer agent
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Abandon Rate (by Calls) inin.dialer.agent:AbandonRateByCalls | The percentage of total Dialer calls handled by this agent which were classified as abandons. | statisticPercentValue |
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| Abandon Rate (by Contacts) inin.dialer.agent:AbandonRateByContacts | The percentage of total Dialer calls handled by this agent which were contacts and were classified as abandons. | statisticPercentValue |
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| Abandon Rate (by Detections) inin.dialer.agent:AbandonRateByDetections | The percentage of Dialer calls handled by this agent which reached a live party and were classified as abandons. | statisticPercentValue |
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| Average Break Time inin.dialer.agent:AverageBreakTime | The average amount of time this agent spends on break. | statisticDurationValue |
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| Average Dialer Talk Time inin.dialer.agent:AverageDialerTalkTime | The average amount of time this agent spends on each Dialer call. | statisticDurationValue |
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| Average Idle Time inin.dialer.agent:AverageIdleTime | The average amount of time this agent spends idle. | statisticDurationValue |
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| Average Non-Dialer Talk Time inin.dialer.agent:AverageNonDialerTalkTime | The average amount of time this agent has spends on each non-Dialer call. | statisticDurationValue |
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| Average Talk Time inin.dialer.agent:AverageTalkTime | The average amount of time this agent has spent on each call. | statisticDurationValue |
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| Contact Rate inin.dialer.agent:ContactRate | The percentage of total Dialer calls handled by this agent which were classified as contacts. | statisticPercentValue |
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| Contacts Per Hour inin.dialer.agent:ContactsPerHour | The number of Dialer calls resulting in a contact which this agent handles per hour. | StatisticDoubleValue |
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| Dialer Calls inin.dialer.agent:DialerCalls | The number of Dialer calls this agent has completed. | statisticIntValue |
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| Idle Periods inin.dialer.agent:IdlePeriods | The number of times this agent has been idle. | statisticIntValue |
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| Logged In Time inin.dialer.agent:LoggedInTime | How long the agent has been logged into the campaign. | statisticDurationValue |
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| Non-Dialer Calls inin.dialer.agent:NonDialerCalls | The number of non-Dialer calls this agent has completed. | statisticIntValue |
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| Percent Break Time inin.dialer.agent:PercentBreakTime | The percentage of this agent's time which has been spent on break. | statisticPercentValue |
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| Percent Dialer Talk Time inin.dialer.agent:PercentDialerTalkTime | The percentage of this agent's time which has been spent on Dialer calls. | statisticPercentValue |
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| Percent Idle Time inin.dialer.agent:PercentIdleTime | The percentage of this agent's time which has been spent idle. | statisticPercentValue |
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| Percent Non-Dialer Talk Time inin.dialer.agent:PercentNonDialerTalkTime | The percentage of this agent's time which has been spent on non-Dialer calls. | statisticPercentValue |
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| Stage inin.dialer.agent:Stage | The stage the agent is currently in. | statisticStringValue |
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| Station inin.dialer.agent:Station | The station this agent is logged into. | statisticStringValue |
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| Status inin.dialer.agent:Status | The agent's current status. | statisticStringValue |
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| Successes Per Hour inin.dialer.agent:SuccessesPerHour | The number of successful Dialer calls this agent handles per hour. | StatisticDoubleValue |
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| Successes Rate (by Calls) inin.dialer.agent:SuccessRateByCalls | The percentage of total Dialer calls handled by this agent which were classified as successes. | statisticPercentValue |
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| Successes Rate (by Contacts) inin.dialer.agent:SuccessRateByContacts | The percentage of Dialer calls handled by this agent which were contacts and were classified as successes. | statisticPercentValue |
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| Time In Stage inin.dialer.agent:TimeInStage | How long the agent has been in the current stage. | statisticTimeDurationValue |
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| Time In Status inin.dialer.agent:TimeInStatus | How long the agent has been in the current status. | statisticTimeDurationValue |
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| Total Abandons inin.dialer.agent:TotalAbandons | The number of calls this agent has completed that were classified as abandons. | statisticIntValue |
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| Total Break Time inin.dialer.agent:TotalBreakTime | The total amount of time this agent has spent on break. | statisticDurationValue |
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| Total Breaks inin.dialer.agent:TotalBreaks | The number of times this agent has been on break. | statisticIntValue |
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| Total Contacts inin.dialer.agent:TotalContacts | The number of calls this agent has completed that were classified as contacts. | statisticIntValue |
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| Total Contacts Or Abandons inin.dialer.agent:TotalContactOrAbandons | The number of calls this agent has completed that were classified as contacts or abandons. This stat is used when calculating the abandon rate by contacts. | statisticIntValue |
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| Total Detections inin.dialer.agent:TotalDetections | The number of calls this agent has completed that were detected as a live speaker. | statisticIntValue |
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| Total Dialer Talk Time inin.dialer.agent:TotalDialerTalkTime | The total amount of time this agent has spent on connected Dialer calls. | statisticDurationValue |
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| Total Emails inin.dialer.agent:TotalEmails | Total emails sent by Policy Behavior | statisticIntValue |
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| Total Emails inin.dialer.agent:TotalEmails | Total emails sent by Policy Behavior | statisticIntValue |
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| Total Idle Time inin.dialer.agent:TotalIdleTime | The total amount of time this agent has spent idle. | statisticDurationValue |
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| Total Non-Dialer Talk Time inin.dialer.agent:TotalNonDialerTalkTime | The total amount of time this agent has spent on connected non-Dialer calls. | statisticDurationValue |
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| Total SMS Messages inin.dialer.agent:TotalSMS | Total number of SMS messages sent by Policy Behavior | statisticIntValue |
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| Total Successes inin.dialer.agent:TotalSuccesses | The number of calls this agent has completed that were classified as successes. | statisticIntValue |
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| Total Talk Time inin.dialer.agent:TotalTalkTime | The total amount of time this agent has spent on Dialer and non-Dialer calls. | statisticDurationValue |
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Dialer Campaign Statistics
Statistics summarizing the activity for a specific Dialer campaign
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Abandon Rate inin.dialer.campaign:AbandonRate | The current abandon rate for this campaign | statisticPercentValue |
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| Active Agents inin.dialer.campaign:ActiveAgents | The number of agents currently active in this campaign. | statisticIntValue |
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| Active Calls inin.dialer.campaign:ActiveCalls | The number of calls active within Dialer. This includes pending calls, outstanding calls, and connected calls | statisticIntValue |
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| Adjusted Calls Per Agent inin.dialer.campaign:AdjustedCallsPerAgent | The number of calls Dialer needs to place on average, at this moment, to get a connect, adjusted by the pace. | StatisticDoubleValue |
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| Agents On Break inin.dialer.campaign:DNDAgents | The number of agents logged into this campaign that are currently on break | statisticIntValue |
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| Cached Contacts inin.dialer.campaign:CachedContacts | The number of contacts currently in Dialer's cache | statisticIntValue |
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| Calls Per Agent inin.dialer.campaign:CallsPerAgent | The number of calls Dialer needs to place on average, at this moment, to get a connect. | StatisticDoubleValue |
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| Calls Per Hour inin.dialer.campaign:CallsPerHour | The number of calls this campaign will place in an hour. | statisticIntValue |
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| Connected Calls inin.dialer.campaign:ConnectedCalls | The number of calls currently connected in this campaign. | statisticIntValue |
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| Current Pace inin.dialer.campaign:CurrentPace | The current pace for this campaign. | statisticIntValue |
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| Effective Idle Agents inin.dialer.campaign:EffectiveIdleAgents | The portion of the idle agents that are dedicated to this campaign | StatisticDoubleValue |
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| Estimated Completion inin.dialer.campaign:EstimatedCompletion | The estimated length of time left it will take this campaign to complete the current recycle. | statisticFutureDurationValue |
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| Filter inin.dialer.campaign:Filter | The filter used by this campaign. | statisticStringValue |
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| Filter Size inin.dialer.campaign:FilterSize | The number of callable contacts in the contact list for this campaign. | statisticIntValue |
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| Idle Agents inin.dialer.campaign:IdleAgents | The number of agents logged into this campaign that are currently idle | statisticIntValue |
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| Last Error inin.dialer.campaign:LastError | The most recent error associated with this campaign. | statisticStringValue |
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| Last Warning inin.dialer.campaign:LastWarning | The most recent warning associated with this campaign. | statisticStringValue |
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| Non-Dialer Agents inin.dialer.campaign:NonDialerAgents | The number of agents in this campaign that are currently on non-Dialer calls. | statisticIntValue |
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| Priority inin.dialer.campaign:Priority | The configured priority of this campaign | statisticIntValue |
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| Proceeding Calls inin.dialer.campaign:ProceedingCalls | The number of calls currently proceeding in this campaign. | statisticIntValue |
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| Recycle Blocked inin.dialer.campaign:RecycleBlocked | The number of contacts that will not be dialed because they are currently zone blocked. | statisticIntValue |
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| Recycle Size inin.dialer.campaign:RecycleSize | The number of contacts left in the current recycle for this campaign. | statisticIntValue |
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| Recycles Remaining inin.dialer.campaign:RecyclesRemaining | The number of times this campaign will recycle before it is completed. | statisticIntValue |
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| Sort inin.dialer.campaign:Sort | The sort order used by this campaign. | statisticStringValue |
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| Status inin.dialer.campaign:Status | The status of this campaign. | statisticStringValue |
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| Total Agents inin.dialer.campaign:TotalAgents | The number of agents currently logged into this campaign. | statisticIntValue |
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| Workgroup inin.dialer.campaign:Workgroup | The workgroup used by this campaign. | statisticStringValue |
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Dialer Custom Statistics
Statistics summarizing the activity for custom statistics
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Average inin.dialer.custom:Average | The average value of the custom column being tracked. | statisticIntValue |
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| Count inin.dialer.custom:Count | The number of calls that have been completed where the value of the custom column being tracked is equal to the value specified. | statisticIntValue |
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| Sum inin.dialer.custom:Sum | The sum of the values of the custom column being tracked. | statisticIntValue |
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Dialer Phone Number Detail Statistics
Statistics summarizing the details of a specific phone number
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Attempts inin.dialer.pnd:Attempts | The total number of times this phone number type has been attempted. | statisticIntValue |
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| Attempts Abandoned inin.dialer.pnd:AttemptsAbandoned | The total number of attempts to this phone number type which have been classified as abandons. | statisticIntValue |
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| Attempts Answering Machine inin.dialer.pnd:AttemptsMachine | The total number of attempts to this phone number type which have been classified as answering machines. | statisticIntValue |
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| Attempts Busy inin.dialer.pnd:AttemptsBusy | The total number of attempts to this phone number type which have been classified as busy. | statisticIntValue |
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| Attempts Fax inin.dialer.pnd:AttemptsFax | The total number of attempts to this phone number type which have been classified as fax. | statisticIntValue |
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| Attempts No Answer inin.dialer.pnd:AttemptsNoAnswer | The total number of attempts to this phone number type which have been classified as no answer. | statisticIntValue |
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| Attempts Remote Hangup inin.dialer.pnd:AttemptsRemoteHangup | The total number of attempts to this phone number type which have been classified as remote hangups. | statisticIntValue |
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| Attempts Rescheduled inin.dialer.pnd:AttemptsRescheduled | The total number of attempts to this phone number type which have been rescheduled. | statisticIntValue |
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| Attempts System Hangup inin.dialer.pnd:AttemptsSystemHangup | The total number of attempts to this phone number type which have been classified as system hangups. | statisticIntValue |
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| Contact Rate inin.dialer.pnd:ContactRate | The contact rate for this phone number type. The rate is calculated using the number of contacts and the total number of attempts. | statisticPercentValue |
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| Contacts inin.dialer.pnd:Contacts | The total number of contacts that have been made to this phone number type. | statisticIntValue |
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Dialer Skill Statistics
Statistics summarizing the details for a specific skill
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Cached Contacts inin.dialer.skill:CachedContacts | The number of contacts requiring this skill combination which are currently in Dialer's cache. | statisticIntValue |
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| Callable Contacts inin.dialer.skill:CallableContacts | The number of contacts requiring this skill combination which are callable. | statisticIntValue |
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| Finishing Agents inin.dialer.skill:FinishingAgents | The number of finishing agents active in the campaign with this skill combination. | statisticIntValue |
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| Idle Agents inin.dialer.skill:IdleAgents | The number of idle agents active in the campaign with this skill combination. | statisticIntValue |
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| Outstanding Contacts inin.dialer.skill:OutstandingContacts | The number of contacts requiring this skill combination which are currently being called. | statisticIntValue |
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| Scheduled Contacts inin.dialer.skill:ScheduledContacts | The number of contacts requiring this skill combination which are scheduled. | statisticIntValue |
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| Total Agents inin.dialer.skill:TotalAgents | The number of agents active in the campaign with this skill combination. | statisticIntValue |
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| Total Contacts inin.dialer.skill:TotalContacts | The total number of contacts requiring this skill combination. | statisticIntValue |
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Dialer Stage Statistics
Statistics summarizing the activity for a specific Dialer stage
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Average Time inin.dialer.stage:AverageTime | The average time a call spends in this stage. | statisticDurationValue |
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| Completed Calls inin.dialer.stage:CompletedCalls | The number of calls that were completed while in this stage. | statisticIntValue |
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| Percent Completed inin.dialer.stage:PercentCompleted | The percentage of the calls that enter this stage that are completed in this stage. | statisticPercentValue |
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| Total Calls inin.dialer.stage:TotalCalls | The number of calls that entered this stage. | statisticIntValue |
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| Total Time inin.dialer.stage:TotalTime | The total time calls have spent in this stage. | statisticDurationValue |
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Dialer Wrap Up Statistics
Statistics summarizing the dispositions of Dialer calls
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Average Time inin.dialer.wrapup:AverageTime | The average amount of time this agent spends on Dialer calls with this wrap-up category and code. | statisticDurationValue |
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| Percent Calls inin.dialer.wrapup:PercentCalls | The percentage of the total calls this agent has completed which they completed with this wrap-up category and code. | statisticPercentValue |
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| Percent Time inin.dialer.wrapup:PercentTime | The percentage of the time this agent has spent on calls for this wrap-up category and code to the total time the agent has spent on calls. | statisticPercentValue |
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| Total Calls inin.dialer.wrapup:TotalCalls | The number of calls this agent has completed with a specific wrap-up category and code. | statisticIntValue |
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| Total Time inin.dialer.wrapup:TotalTime | The total time this agent has spent on Dialer calls with a specific wrap-up category and code. | statisticDurationValue |
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Dialer Zone Statistics
Statistics summarizing the details for a specific zone
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Cached Contacts inin.dialer.zone:CachedContacts | The number of contacts with one or more callable phone numbers in this zone which are currently in cache. | statisticIntValue |
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| Callable Contacts inin.dialer.zone:CallableContacts | The number of callable contacts with one or more callable phone numbers in this zone. | statisticIntValue |
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| Scheduled Contacts inin.dialer.zone:ScheduledContacts | The number of contacts with a scheduled phone number in this zone. | statisticIntValue |
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| Status inin.dialer.zone:Status | The status of this zone - whether or not it is currently blocked. | statisticBoolValue |
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| Total Contacts inin.dialer.zone:TotalContacts | The total number of contacts with one or more callable phone numbers in this zone. | statisticIntValue |
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Email
The statistics in this category summarize Email routing activity in IC. These statistics are updated at the regular statistics interval.
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Statistics in this category require at least one of the following licenses:
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| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Emails In Pre-delivery Processing. inin.system.email:InPredeliveryProcessing | Number of Email messages that IC is in process of delivering. | statisticIntValue | |
| Emails Scheduled To Be Retried inin.system.email:ScheduledToBeRetried | Number of Email messages that have had at least one failed attempt at delivery, but because that failed attempt might have been due to a momentary problem (e.g. network outage, unavailable server, etc.), at least one more delivery attempt will be made. | statisticIntValue | |
| Emails That Cannot Be Delivered inin.system.email:Undeliverable | Number of Email messages that could not be delivered, either because the number of retry attempts on the message has been exceeded, or because something about the message makes it undeliverable (e.g. there are no recipients, a voicemail that is missing an audio file, etc.) | statisticIntValue | |
| Emails Waiting To Be Delivered inin.system.email:WaitingToBeDelivered | Number of Email messages that have been left, which IC has not started processing. | statisticIntValue |
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Fax
This category provides information about Faxing operations in the IC system. These statistics are updated at the regular statistics interval.
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Statistics in this category require at least one of the following licenses:
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| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Fax Licenses Available inin.system.fax:AvailableResources | Number of active Fax stations that are currently available to send or receive Faxes. A low number indicates that additional active Fax resources should be added or configured. The display indicates the total number available out of total. | statisticIntValue | |
| Fax Receptions Failed (aborted) inin.system.fax:ReceiveAborted | Total number of Faxes received which failed due to line noise or faxing protocol error. | statisticIntValue | |
| Fax Receptions Failed (connection Failure) inin.system.fax:ReceiveConnectionFailure | Total number of Faxes received which failed due to no Fax resources available. This error indicates that additional hardware Fax resources are required. | statisticIntValue | |
| Fax Sends Aborted inin.system.fax:SendAborted | The number of Faxes sends that failed due to a faxing protocol error (too much line noise, too many errors, failure to negotiate baud rate, etc.) | statisticIntValue | |
| Faxes Received Successfully inin.system.fax:ReceiveSuccess | The total number of Faxes received today, this value is reset to zero every day at midnight. | statisticIntValue | |
| Faxes Send Connection Failures inin.system.fax:SendConnectionFailure | The total number of Faxes that failed due to invalid Fax numbers or connection problems (no available lines, or other telephony failure) since the server was restarted. | statisticIntValue | |
| Faxes Sent Successfully inin.system.fax:SendSuccess | The total number of Faxes sent successfully today, this value is reset to zero every day at midnight. | statisticIntValue | |
| Total Fax Licenses inin.system.fax:TotalResources | Total number of fax licenses. | statisticIntValue |
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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.
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Active Surveys inin.feedback:ActiveSurveys | Number of calls in a Connected state where the customer has agreed to take a survey at the end of the call. This number reflects customers that have not started the survey as well as customers currently taking the survey who are still Connected to the IC system. | statisticIntValue |
|
| Agent No Answer Today inin.feedback:AgentNoAnswerToday | This column is used to indicate surveys that have been opted into for which no agent have answered, for today. | statisticIntValue |
|
| Available Licenses inin.feedback:AvailableLicenses | Available licenses | statisticIntValue | |
| Below Minimum Score inin.feedback:BelowMinScore | This column is used only if a survey definition specified a value (other than 0) in the Minimum Acceptable Score field. If a survey specifies a minimum value, indicating the lowest acceptable score on a survey, then each survey completed since midnight that scored below that minimum value is counted in this column. | statisticIntValue |
|
| Caller Disconnects Today inin.feedback:CallerDisconnectsToday | This column is used to indicate surveys that have been opted into for which the caller has disconnected before the survey was presented, for today. | statisticIntValue |
|
| Survey Average Score Last Hour inin.feedback:AvgScoreLastHour | This column displays the average score of selected surveys within the past hour. | statisticPercentValue(%) |
|
| Survey Average Score Today inin.feedback:AvgScoreToday | This column displays the average score selected surveys since midnight. | statisticPercentValue(%) |
|
| Survey Opt-outs Today inin.feedback:OptedOutToday | Number of calls since midnight where the customer did not agree to take the survey. This includes calls in the Connected state as well as previously disconnected calls. | statisticIntValue |
|
| Surveys Abandoned Today inin.feedback:AbandondedToday | Number of calls who agreed to take a survey (at one point considered an Active Survey) but did not complete the survey. This reflects calls where the customer disconnected before taking the survey as well as those that disconnected while taking the survey before completing it. Abandoned survey data is not used in survey reports. | statisticIntValue |
|
| Surveys Bypassed (no License) Today inin.feedback:BypassedNoLicenseToday | Number of calls since midnight where the customer took a survey but the agent who dealt with the caller did not have an Interaction Feedback Access license. In this case, the customer completed the survey and the data was captured, but it will not be included in the survey data in Interaction Feedback Reports. In the case where multiple agents handled a call, if at least one of the agents has an Interaction Feedback Access license, the survey data will be included in the reports. | statisticIntValue |
|
| Surveys Completed Today inin.feedback:CompletedSurveysToday | Number of calls since midnight where a Survey was completed by obtaining answers to all of the questions. This count does not include Active Surveys or Abandoned Surveys. | statisticIntValue |
|
| Surveys In Error Today inin.feedback:ErrorTotalToday | Number of system errors generated by the IC server since midnight. These errors could be any system error that could affect the performance of the IC server, and which are reflected in either the IC server's Windows event logs or IC subsystem logs. | statisticIntValue |
|
| Surveys Offered Last Hour inin.feedback:OfferedSurveysLastHour | Number of surveys selected and offered to customers within the past hour. | statisticIntValue |
|
| Surveys Offered Today inin.feedback:OfferedSurveysToday | Number of surveys selected and offered to customers since midnight. | statisticIntValue |
|
| Total Licenses inin.feedback:TotalLicenses | Total licenses | statisticIntValue |
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IC Memory Usage
IC Memory Usage statistics report the amount of memory that IC subsystems are consuming (in kilobytes). These statistics are updated every 5 minutes.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Acc Server inin.system.memoryusage:AccServer | The amount of paged physical memory (working set) that Accumulator (Acc) server is using, expressed in kilobytes. Accumulators, similar to system registers, count events as they occur in the IC's Interaction Processor. Instances of these events are stored in variables and are accessible in report logs or other handlers using the Accumulator tools in Interaction Designer. | statisticIntValue(KB) | |
| Acd Server inin.system.memoryusage:AcdServer | The amount of paged physical memory (working set) that ACD Server is using, expressed in kilobytes. ACD Server determines which agent a call should be routed to, based upon skill and other factors. | statisticIntValue(KB) | |
| Admin Server inin.system.memoryusage:AdminServer | The amount of paged physical memory (working set) that Admin Server is using, expressed in kilobytes. Admin Server provides ACL management and licensing on top of the data managed by Directory Services. It maintains a very large cache of data with a size proportional to the amount of configuration information | statisticIntValue(KB) | |
| Client Services inin.system.memoryusage:ClientServices | The amount of paged physical memory (working set) that Client Services is using, expressed in kilobytes. Client Services keeps track of logged-in users, their status, and their rights based on security configurations. | statisticIntValue(KB) | |
| Cluster Connector inin.system.memoryusage:ClusterConnector | The amount of paged physical memory (working set) that the Cluster Connector is using, expressed in kilobytes. | statisticIntValue(KB) | |
| Compression Manager inin.system.memoryusage:CompressionManager | The amount of paged physical memory (working set) that Compression Manager is using, expressed in kilobytes. Compression Services compress audio recordings (such as voice mail messages) using the TrueSpeech compression algorithm. | statisticIntValue(KB) | |
| Data Manager inin.system.memoryusage:DataManager | The amount of paged physical memory (working set) that Data Manager is using, expressed in kilobytes. Data Manager is the IC subsystem that services Reverse White Page (RWP) lookup requests, as well as contact directory requests. Data Manager keeps track of data sources used to display Contact Directory and Speed Dial notebook pages in Interaction Client. | statisticIntValue(KB) | |
| DS Server inin.system.memoryusage:DSServer | The amount of paged physical memory (working set) that Directory Services is using, expressed in kilobytes. Directory Services provides the interface to the proprietary data store (configuration repository) that IC uses to store system configuration information. | statisticIntValue(KB) | |
| DS Sink inin.system.memoryusage:DSSink | The amount of paged physical memory (working set) that DSSink is using, expressed in kilobytes. | statisticIntValue(KB) | |
| EMS Server inin.system.memoryusage:EMSServer | The amount of paged physical memory (working set) that Multi-Site Client is using on a peer IC site, expressed in kilobytes. | statisticIntValue(KB) | |
| Fax Server inin.system.memoryusage:FaxServer | The amount of paged physical memory (working set) that Fax Services is using, expressed in kilobytes. The Fax subsystem allows the Interaction Center Platform to send and receive faxes. | statisticIntValue(KB) | |
| File Monitor inin.system.memoryusage:FileMonitor | The amount of paged physical memory (working set) that File Monitor is using, expressed in kilobytes. File Monitor keeps track of file usage. | statisticIntValue(KB) | |
| File Router inin.system.memoryusage:FileRouter | The amount of paged physical memory (working set) that the File Router is using, expressed in kilobytes. | statisticIntValue(KB) | |
| Host Server inin.system.memoryusage:HostServer | The amount of paged physical memory (working set) that Host Server is using, expressed in kilobytes. Host Services allows Interaction Center Platform to communicate with mainframes and IBM AS/400 systems using the 3270 and 5250 terminal emulation protocols. | statisticIntValue(KB) | |
| IC Interation Recovery Service inin.system.memoryusage:InteractionRecoveryService | The Amount of paged physical memory (working set) that IC Interation Recovery Service is using, expressed in kilobytes. | statisticIntValue(KB) | |
| IC STS inin.system.memoryusage:IcSts | The Amount of paged physical memory (working set) that IC STS is using, expressed in kilobytes. | statisticIntValue(KB) | |
| IP inin.system.memoryusage:IP | The amount of paged physical memory (working set) that Interaction Processor (IP) is using, expressed in kilobytes. Interaction Processor (IP) is the IC subsystem that processes low-level subsystem events in order to implement higher-level business logic. For example, Interaction Processor starts an instance of a handler in response to an event. | statisticIntValue(KB) | |
| IP Server inin.system.memoryusage:IPServer | The amount of paged physical memory (working set) that IP Server is using, expressed in kilobytes. IP Server manages several helper tasks for Interaction Processor and Report Logging. Specifically it logs line activity, and manages part of the Message waiting light processing. | statisticIntValue(KB) | |
| IPDB Server inin.system.memoryusage:IPDBServer | The amount of paged physical memory (working set) that IPDB Server is using, expressed in kilobytes. IPDB Server connects Interaction Processor to a specified database when Database tools are used. | statisticIntValue(KB) | |
| Mail Account Monitor inin.system.memoryusage:MailAccountMonitor | The amount of paged physical memory (working set) that Mail Account Monitor is using, expressed in kilobytes. Mail Account Monitor is responsible for syncing external user attributes from Mail accounts or LDAP to Directory Services. | statisticIntValue(KB) | |
| Notifier inin.system.memoryusage:Notifier | The amount of paged physical memory (working set) that Notifier is using, expressed in kilobytes. | statisticIntValue(KB) | |
| Optimizer Server inin.system.memoryusage:OptimizerServer | The amount of paged physical memory (working set) that Optimizer Server is using, expressed in kilobytes. | statisticIntValue(KB) | |
| Out Of Proc inin.system.memoryusage:OutOfProc | The amount of paged physical memory (working set) consumed by OutOfProc server, expressed in kilobytes. OutOfProc server is a service used to execute DLLs for Interaction Processor without risking the integrity of the IP process. Its size will be a function of any custom activities that might be added by the customer or VAR via these customization interfaces. | statisticIntValue(KB) | |
| Post Office Server inin.system.memoryusage:PostOfficeServer | The amount of paged physical memory (working set) that Post Office Server is using, expressed in kilobytes. Post Office Server (POS) is the IC subsystem that provides platform independent access to Email services such as message store access and message delivery. POS also provides support for Email routing, and will initiate an Reverse White Page (RWP) lookup request before queuing an incoming email interaction. | statisticIntValue(KB) | |
| Reco inin.system.memoryusage:SpeechRecognition | The amount of paged physical memory (working set) that Speech Recognition (ASR) is using, expressed in kilobytes. Speech recognition services recognize spoken commands and phrases for applications such as speech-enabled IVR (interactive voice response). | statisticIntValue(KB) | |
| Recorder Server inin.system.memoryusage:RecorderServer | The amount of paged physical memory (working set) that Interaction Recorder Server is using, expressed in kilobytes. Interaction Recorder is an application for managing phone calls, Emails, Faxes, screen recordings, and Web chats recorded within the CIC platform. Interaction Recorder identifies interactions to record and manages the compression, archiving, and storing of the attributes for each type of media recording. Using Interaction Recorder, you can quickly sort and manage large numbers of recordings. Interaction Recorder also includes features for scoring agent interactions and quality monitoring. | statisticIntValue(KB) | |
| Session Manager inin.system.memoryusage:SessionManager | The amount of paged physical memory (working set) that Session Manager is using, expressed in kilobytes. | statisticIntValue(KB) | |
| SMS Server inin.system.memoryusage:SMSServer | The amount of paged physical memory (working set) that Simple Message Services Server is using, expressed in kilobytes. IC provides tools that allow SMS messages to be sent or received. | statisticIntValue(KB) | |
| Stat Alert Server inin.system.memoryusage:StatAlertServer | The amount of paged physical memory (working set) that Alert Server is using, expressed in kilobytes. Alert Services allows users and supervisors to define specific circumstances (e.g., average hold time > 10 minutes) under which they are to be alerted and the means by which the alert is to occur (e.g., e-mail, pager, phone call, etc.). | statisticIntValue(KB) | |
| Statistics Server inin.system.memoryusage:StatServer | The amount of paged physical memory (working set) that Statistics Server (StatServer) is using, expressed in kilobytes. Statistics Server tracks important statistical information for real-time views and historical reporting. | statisticIntValue(KB) | |
| Switchover inin.system.memoryusage:Switchover | The amount of paged physical memory (working set) that the IC's automated switchover system is using, expressed in kilobytes. If an IC server ever fails, in less than 30 seconds the server can switch control to another mirror image IC server with minimal phone disruption. In addition, the switchover scheme allows administrators to manually switch the | statisticIntValue(KB) | |
| Telephony Services inin.system.memoryusage:TelephonyServices | The amount of paged physical memory (working set) that Telephony Services is using, expressed in kilobytes. | statisticIntValue(KB) | |
| Tracker Server inin.system.memoryusage:TrackerServer | The amount of paged physical memory (working set) that Tracker Server is using, expressed in kilobytes. Interaction Tracker is composed of two server-side subsystems: Tracker Server and Tracker Tran Server (also called Transaction Server). Tracker Server listens for specific events from Queue Manager and inserts and updates interaction records. Tracker Tran Server processes insert and update requests from Tracker Server and insert, update, and query requests from Interaction Tracker Clients. | statisticIntValue(KB) | |
| Transaction Server inin.system.memoryusage:TransactionServer | The amount of paged physical memory (working set) that Transaction Server is using, expressed in kilobytes. Transaction Server is a generic processor of database transactions related transactions for several different subsystems including Tracker and Recorder. | statisticIntValue(KB) | |
| VPIM Receiver inin.system.memoryusage:VPIMReceiver | The amount of paged physical memory (working set) that Voice Profile for Internet Mail (VPIM) Receiver is using, expressed in kilobytes. VPIM a mechanism for identifying body parts that a sender deems critical in a multi-part Internet mail message. | statisticIntValue(KB) | |
| Web Processor inin.system.memoryusage:WebProcessor | Amount of paged physical memory that Web Processor is using, expressed in kilobytes. Web Processor is the IC subsystem that handles all incoming web interactions and internal intercom chats. It operates in conjunction with servlet process on a web server and acts as web interface into the IC system. | statisticIntValue(KB) |
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IC Performance
This category provides information about performance of IC server. These statistics are updated at the regular statistics interval.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Available CPU inin.system.performance:CpuAvailableTotal | Available CPU in percent. | statisticPercentValue(%) | |
| Average Latency inin.system.performance:AverageLatency | The average Notifier/Queue Manager latency in milliseconds. This statistic is computed by sending no-op requests from Remoco to Queue Manager and then measuring the latency in the response from Queue Manager. | statisticIntValue(ms) | |
| Free Disk Space Logs inin.system.performance:FreeDiskSpaceLogs | The free disk space logs currently consume on this system in gigabytes. | StatisticDoubleValue(GB) | |
| Free Disk Space Recordings inin.system.performance:FreeDiskSpaceRecordings | The free disk space recordings currently consume on this system in gigabytes. | StatisticDoubleValue(GB) | |
| Free Disk Space System inin.system.performance:FreeDiskSpaceSystem | The free disk space of this system in gigabytes. | StatisticDoubleValue(GB) | |
| Free Disk Space Work inin.system.performance:FreeDiskSpaceWork | The free disk space work in gigabytes. | StatisticDoubleValue(GB) | |
| IP CPU Usage inin.system.performance:CpuIP | The value is the percentage of total CPU used by the Interaction Processor subsystem across all cores present in the machine. | statisticPercentValue(%) | |
| Notifier CPU Usage inin.system.performance:CpuNotifier | The value is the percentage of total CPU used by the Notifier subsystem across all cores present in the machine. | statisticPercentValue(%) | |
| Page Faults inin.system.performance:PageFaults | Page faults are the number of times that the operating system has to use the hard disk as a memory resource. A consistently large number of page faults may indicate that more main memory may be required. | statisticIntValue | |
| System Latency inin.system.performance:SystemLatency | Measures round trip time of a message through the Notifier subsystem. This indicates the general latency of the IC platform. A high latency value indicates that the server is busy and may require additional hardware resources. On a system that is not under load, this value is typically zero. On a moderately tasked system, a typical value might be 50-100 ms. A system under heavy load might be higher. Values over 300 milliseconds may cause noticeable delays and could indicate that a hardware upgrade or handler optimization is needed. | statisticIntValue(ms) | |
| Total CPU Usage inin.system.performance:CpuUsageTotal | The value is the sum of CPU utilization reported by Windows across all cores present in the machine. A value of 100% on a four core machine would indicate that all cores are completely used. | statisticPercentValue(%) | |
| Total Disk Space Logs inin.system.performance:TotalDiskSpaceLogs | The value indicates the amount of total disk space that is available on the drive where logs are saved. | StatisticDoubleValue(GB) | |
| Total Disk Space Recordings inin.system.performance:TotalDiskSpaceRecordings | The value indicates the amount of total disk space that is available on the drive where recordings are saved. | StatisticDoubleValue(GB) | |
| Total Disk Space System inin.system.performance:TotalDiskSpaceSystem | The value indicates the amount of total disk space that is available on the drive where the operating system resides. | StatisticDoubleValue(GB) | |
| Total Disk Space Work inin.system.performance:TotalDiskSpaceWork | The value indicates the amount of total disk space that is available on the drive that contains the IC work directory. | StatisticDoubleValue(GB) | |
| TS CPU Usage inin.system.performance:CpuTS | The value is the percentage of total CPU used by the Telephony Services subsystem across all cores present in the machine. | statisticPercentValue(%) | |
| TTS CPU Usage inin.system.performance:CpuTTS | The value is the percentage of total CPU used by the text to speech subsystem across all cores present in the machine. | statisticPercentValue(%) |
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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.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Available Remote Licenses inin.system.status:AvailableRemoteLicenses | The number of available remote licenses, updated every 10 minutes. | statisticIntValue | |
| Available TTS Sessions inin.system.status:AvailableTtsSessions | This value indicates the total number of text-to-speech sessions that are currently available. If the available number is approaching zero, you may need to purchase additional TTS sessions. | statisticIntValue | |
| Backup Server Name inin.system.status:BackupName | The Notifier name of the backup server, or N/A if no backup server is configured. | statisticStringValue | |
| Backup Server Ready inin.system.status:BackupReady | Indicates the health of the backup (Switchover) server. Displays Yes if the backup server is ready, or No if the backup server is known to be in a bad state or is no longer processing properly. | statisticBoolValue | |
| Current Handlers In The Thread Pool inin.system.status:CurrentHandlerThreadPool | Number of handlers in the thread pool. | statisticIntValue | |
| Currently Executing Handlers inin.system.status:RunningHandlerThreads | The value indicates the total number of handlers that are currently executing in the system. If this number continually trends up, this could indicate that handlers are not completing execution due to design flaws, or tool defects. | statisticIntValue | |
| Host Tool Connection Errors inin.system.status:HostToolConnectionErrors | Total errors for the 'Host Connect' Host Interface tool for the last ten minutes. These are failed attempts to connect to the host system. Errors of this type typically indicate host/communications problems or an incorrectly configured host profile. | statisticIntValue | |
| Host Tool Other Errors inin.system.status:HostToolOtherErrors | Total errors for the other Host Interface tool for the last ten minutes. Typically these are minor errors, caused by timeouts, unrecognized screens, and handler programming errors. | statisticIntValue | |
| Indicates If A Switchover Was Performed inin.system.status:SwitchoverPerformed | Indicates if a switchover was performed. | statisticBoolValue | |
| IP Is Running inin.system.status:IPRunning | Indicates whether Interaction Processor is running. | statisticBoolValue | |
| Maximum Executing Handlers inin.system.status:MaxHandlerThreads | Maximum number of handlers that can be executed in the system at any time. | statisticIntValue | |
| Queued Handler Threads inin.system.status:QueuedHandlerThreads | Number of handlers that are queued in the system right now. | statisticIntValue | |
| Switchover UDP Heartbeat Interval inin.system.status:UdpHeartbeatInterval | Heartbeats are a series of signals emitted at regular intervals, by IC servers on the network. This stat indicates the transmission rate for UDP heartbeats on the Switchover server, expressed in milliseconds. | statisticIntValue(ms) | |
| Time Since Last Switchover inin.system.status:TimeOfLastSwitchover | The amount of time that has passed since the last known switchover occurred, or | statisticTimeDurationValue | |
| Total TTS Sessions inin.system.status:TotalTtsSessions | Maximum number of concurrent TTS sessions allowed. | statisticIntValue | |
| Ts Ping Time inin.system.status:TsPingTime | The amount of time in milliseconds to ping the IC's Telephony Services subsystem. | statisticIntValue(ms) |
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Interaction Director Statistics
Interaction Director statistics.
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| % Available inin.director:PercentInEG | % Available. | statisticPercentValue(%) |
|
| Abandon Rate Distributions inin.director:AbandonedRateDistribution | Abandoned rate distribution for an accumulative/partial sum bucket, workgroup, interaction type and time interval. The number of abandoned calls for each bucket is divided by the number of call that entered into the workgroup queue to represent this value in percentage. | statisticPercentValue(%) |
|
| Available To Take Director Interaction inin.director:AvailableForDirectorInteractionsInEG | Available to take Director interaction. | statisticIntValue |
|
| Average Talk Time inin.director:AverageTalkTimeInEG | Average talk time. | statisticDurationValue(Seconds) |
|
| Average Wait Time inin.director:AverageWaitTimeInEG | Average wait time. | statisticDurationValue(Seconds) |
|
| Called Address inin.director:ISRCalledAddress | Called address. | statisticStringValue |
|
| Calling Address inin.director:ISRCallingAddress | Calling address. | statisticStringValue |
|
| DTMF Code inin.director:ISRDTMFCode | DTMF code. | statisticStringValue |
|
| DTMF Wait inin.director:ISRDTMFWait | DTMF wait. | statisticIntValue |
|
| Failures inin.director:ISRFailures | Failures. | statisticIntValue |
|
| From Server inin.director:ISRFromServer | From server. | statisticStringValue |
|
| ID Method inin.director:ISRIDMethod | ID method. | statisticStringValue |
|
| Interactions Abandoned inin.director:InteractionsAbandonedInEG | Interactions abandoned. | statisticIntValue |
|
| Interactions Answered inin.director:InteractionsAnsweredInEG | Interactions answered. | statisticIntValue |
|
| Interactions Completed inin.director:InteractionsCompletedInEG | Interactions completed. | statisticIntValue |
|
| Interactions Received inin.director:InteractionsReceivedInEG | Interactions received. | statisticIntValue |
|
| Line Group inin.director:ISRLinegroup | Line group. | statisticStringValue |
|
| Logged In inin.director:LoggedInAgentsInEG | Logged in. | statisticIntValue |
|
| Longest Available inin.director:LongestAvailableInEG | Longest available. | statisticTimeDurationValue |
|
| Longest Director Interaction inin.director:LongestDirectorInteractionInEG | Longest Director interaction. | statisticTimeDurationValue |
|
| Longest-waiting Director Interaction inin.director:LongestWaitingDirectorInteractionInEG | Longest-waiting Director interaction | statisticTimeDurationValue |
|
| Number Of Active Queues. inin.director:NumberOfActiveQueuesInEG | Number of active queues | statisticIntValue |
|
| Number Of Calls Currently Answered inin.director:NumberOfCallsCurrentlyAnsweredInEG | Number of calls currently answered. | statisticIntValue |
|
| Number Of Calls In Director Wait inin.director:NumberOfCallsInDirectorWaitInEG | Number of calls in Director wait. | statisticIntValue |
|
| Number Of Configured Queues. inin.director:NumberOfConfiguredQueuesInEG | Number of configured queues. | statisticIntValue |
|
| On ACW inin.director:OnACWInEG | On ACW. | statisticIntValue |
|
| On Non-Director Interactions inin.director:OnNonDirectorInteractionsInEG | On non-Director interactions. | statisticIntValue |
|
| Service Level Distributions inin.director:ServiceLevelDistribution | The interactions that connected callers to agents within a specified time interval. The number of answered calls for each bucket is divided by the number of calls answered in the workgroup queue to represent this value in percentage. | statisticPercentValue(%) |
|
| Status inin.director:ISRStatus | Status. | statisticStringValue |
|
| Successes inin.director:ISRSuccesses | Successes. | statisticIntValue |
|
| To Server inin.director:ISRToServer | To server. | statisticStringValue |
|
| Unique ID inin.director:ISRUniqueID | Unique ID. | statisticStringValue |
|
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Interaction Statistics
This category provides counts or durations for general object types in IC.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Active Calls inin.system.interaction:ActiveCalls | Total number of active call objects in the system, including SIP calls. See SIP Station Calls for a count of active SIP calls only. | statisticIntValue | |
| Active Chats inin.system.interaction:ActiveChats | Number of active chat objects in the system. | statisticIntValue | |
| Active Emails inin.system.interaction:ActiveEmails | Number of active Email objects in the system. | statisticIntValue | |
| Active Generic Objects inin.system.interaction:ActiveGenericObjects | Number of active generic objects in the system. A generic object is an integration object that can be placed on a queue, and routed throughout IC. Each generic object represents a third-party software construct of some sort, such as an external ticketing system, video conference, or other software that was defined by a third party. | statisticIntValue | |
| Active Social Conversations inin.system.interaction:ActiveSocialConversations | Number of active conversations in the system. | statisticIntValue | |
| Active Social Direct Messages inin.system.interaction:ActiveSocialDirectMessages | Number of active direct messages in the system. | statisticIntValue | |
| Active Workflows inin.system.interaction:ActiveWorkflows | Number of active workflows in the system. | statisticIntValue | |
| Longest Call inin.system.interaction:LongestCall | Duration of the longest call currently in the system. | statisticTimeDurationValue | |
| Longest Chat inin.system.interaction:LongestChat | Duration of the longest chat currently in the system. | statisticTimeDurationValue | |
| Longest Email inin.system.interaction:LongestEmail | Duration of the longest Email currently in the system. | statisticTimeDurationValue | |
| Longest Generic Object inin.system.interaction:LongestGenericObject | Duration of the longest generic object currently in the system. | statisticTimeDurationValue | |
| Longest Social Conversation inin.system.interaction:LongestSocialConversation | Duration of the longest Social Conversation currently in the system. | statisticTimeDurationValue | |
| Longest Social Direct Message inin.system.interaction:LongestSocialDirectMessage | Duration of the longest Direct Message currently in the system. | statisticTimeDurationValue | |
| Longest Workflow inin.system.interaction:LongestWorkflow | Duration of the longest workflow currently in the system. | statisticTimeDurationValue | |
| SIP Station Calls inin.system.interaction:ActiveConnectionCalls | The number of active calls that are SIP station calls. For example, if Active Calls equals 10, and there are 5 SIP station calls at the same time, then the total call count is 10, with 5 of those calls being SIP Station Calls. | statisticIntValue |
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Licenses
This category summarizes IC license availability and utilization.
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Allowed inin.licenses:TotalLicenses | The total number of licenses on this system for the given license type. | statisticIntValue |
|
| Available inin.licenses:AvailableLicenses | The number of licenses on this system for the given license type that are not yet used. | statisticIntValue |
|
| Available In Percent inin.licenses:AvailableLicensePercentage | The percentage of licenses on this system for the given license type that are not yet used. | statisticPercentValue |
|
| In Use inin.licenses:UsedLicenses | The number of licenses on this system for the given license type that are in use. | statisticIntValue |
|
| Used In Percent inin.licenses:UsedLicensePercentage | The percentage of licenses on this system for the given license type that are in use. | statisticPercentValue |
|
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PMQ
The statistics in this category summarize activity in persistent message queues.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Admin Server Is Connected To DB inin.system.pmq:AdminServerConnectedToDb | Indicates whether or not Admin Server's PMQ object currently has a connection to the database. Not having a connection only indicates an error if items are also being persisted to disk. | statisticBoolValue | |
| Admin Server's Oldest Message On Disk inin.system.pmq:AdminServerOldestMessageOnDisk | Age of the oldest message that PMQ is currently storing to disk for Admin Server. This operation is common for Admin Server, and should be a concern only if the time lag is larger than the default reporting period (30 minutes). | statisticTimeDurationValue(s) | |
| Admin Server's PMQ Is Persisted To Disk inin.system.pmq:AdminServerPersistedToDisk | Indicates that PMQ is currently buffering Admin Server messages to disk. This is a common occurrence for Stat Server since it periodically sends large amounts of data to the database. If the subsystem is connected to the database, and it has messages persisting to disk then you should examine the 'oldest message on disk' statistic to find out whether messages are flowing smoothly or are backed up. | statisticIntValue(Messages) | |
| IP Is Connected To DB inin.system.pmq:IpConnectedToDb | Indicates whether or not Interaction Processor's PMQ object currently has a connection to the database. Not having a connection only indicates an error if items are also being persisted to disk. | statisticBoolValue | |
| IP Server Is Connected To DB inin.system.pmq:IpServerConnectedToDb | Indicates whether or not IP Server's PMQ object currently has a connection to the database. Not having a connection only indicates an error if items are also being persisted to disk. | statisticBoolValue | |
| IP Server's Oldest Message On Disk inin.system.pmq:IpServerOldestMessageOnDisk | Age of the oldest message that PMQ is currently storing to disk for Interaction Processor server. This operation is common for Interaction Processor server, and should be a concern only if the time lag is larger than the default reporting period (30 minutes). | statisticTimeDurationValue(s) | |
| IP Server's PMQ Is Persisted To Disk inin.system.pmq:IpServerPersistedToDisk | Indicates that PMQ is currently buffering IP Server messages to disk. This is a common occurrence for Stat Server since it periodically sends large amounts of data to the database. If the subsystem is connected to the database, and it has messages persisting to disk then you should examine the 'oldest message on disk' statistic to find out whether messages are flowing smoothly or are backed up. | statisticIntValue(Messages) | |
| IP's Oldest Message On Disk inin.system.pmq:IpOldestMessageOnDisk | This statistic indicates the age of the oldest message that PMQ is currently storing to disk for Interaction Processor server. This operation is common for Interaction Processor server, and should be a concern only if the time lag is larger than the default reporting period (30 minutes). | statisticTimeDurationValue(s) | |
| IP's PMQ Is Persisted To Disk inin.system.pmq:IpPersistedToDisk | Indicates that PMQ is currently buffering Interaction Processor messages to disk. This is a common occurrence for Stat Server since it periodically sends large amounts of data to the database. If the subsystem is connected to the database, and it has messages persisting to disk then you should examine the 'oldest message on disk' statistic to find out whether messages are flowing smoothly or are backed up. | statisticIntValue(Messages) | |
| Recorder Server Errors Persisted To Disk inin.system.pmq:RecorderServerErrorsPersistedToDisk | Number of Recorder Server error objects that are currently persisted to disk. | statisticIntValue(Messages) | |
| Recorder Server Is Connected To DB inin.system.pmq:RecorderServerConnectedToDb | Indicates whether or not Recorder Server's PMQ object currently has a connection to the database. Not having a connection only indicates an error if items are also being persisted to disk. | statisticBoolValue | |
| Recorder Server's Oldest Error On Disk inin.system.pmq:RecorderServerOldestErrorMessageOnDisk | Age of the oldest error that Recorder Server is currently storing to disk. | statisticTimeDurationValue(s) | |
| Recorder Server's Oldest Message On Disk inin.system.pmq:RecorderServerOldestMessageOnDisk | Age of the oldest message that PMQ is currently storing to disk for Recorder Server. This operation is common for Recorder Server, and should be a concern only if the time lag is larger than the default reporting period (30 minutes). | statisticTimeDurationValue(s) | |
| Recorder Server's PMQ Is Persisted To Disk inin.system.pmq:RecorderServerPersistedToDisk | Number of Recorder Server PMQ objects that are currently persisted to disk. | statisticIntValue(Messages) | |
| Stat Server Is Connected To DB inin.system.pmq:StatServerConnectedToDb | Indicates whether or not Stat Server's PMQ object currently has a connection to the database. Not having a connection only indicates an error if items are also being persisted to disk. | statisticBoolValue | |
| Stat Server's Oldest Message On Disk inin.system.pmq:StatServerOldestMessageOnDisk | Age of the oldest message that PMQ is currently storing to disk for Stat Server. This operation is common for Stat Server, and should be a concern only if the time lag is larger than the default reporting period (30 minutes). | statisticTimeDurationValue(s) | |
| Stat Server's PMQ Is Persisted To Disk inin.system.pmq:StatServerPersistedToDisk | Number of Stat Server PMQ objects that are currently persisted to disk. | statisticIntValue(Messages) |
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Queue Statistics
This category contains counts of active interactions in a queue
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Interaction Count inin.queue:InteractionCount | Number of non-disconnected interactions of a specified type maintained by queue manager. | statisticIntValue |
|
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Recorder Statistics
Statistics for each server that can process recordings
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Available HTTP Client Connections inin.recorder:AvailableHttpConnections | HTTP client threads available for accepting recordings | statisticIntValue |
|
| Available Local Disk Space inin.recorder:AvailableLocalDiskSpace | Free disk space for recordings on the local machine in gigabytes | StatisticDoubleValue(GB) |
|
| Available Log Disk Space inin.recorder:AvailableLoggingDiskSpace | Free disk space for logs in gigabytes | StatisticDoubleValue(GB) |
|
| Available Share Disk Space inin.recorder:AvailableShareDiskSpace | Free disk space for recordings on network shares in gigabytes | StatisticDoubleValue(GB) |
|
| Configured For Amazon S3 inin.recorder:ConnectedToS3 | Indicates whether or not Recorder Server is configured to use Amazon's Simple Storage Service. | statisticBoolValue |
|
| Failed Transfers Last Hour inin.recorder:FailedTransfers | Number of recordings failed to transfer last hour | statisticIntValue |
|
| Memory Usage inin.recorder:MemoryUsage | The amount of paged physical memory (working set) that a content server is using, expressed in kilobytes. | statisticIntValue(KB) |
|
| Recordings Played Back Last Hour inin.recorder:RecordingsPlayedBack | Recordings played back in the last hour | statisticIntValue |
|
| Recordings Successfully Processed Last Hour inin.recorder:RecordingsSuccessfullyProcessed | Number of recordings successfully processed last hour | statisticIntValue |
|
| Total CPU Usage inin.recorder:CpuUsageTotal | The value is the sum of CPU utilization reported by Windows across all cores present in the machine. A value of 100% on a four core machine would indicate that all cores are completely used. | statisticPercentValue(%) |
|
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Recording
The statistics in this category describe activity in Interaction Recorder. These statistics are updated at the regular statistics interval.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Encumbered Recordings (last Hour) inin.system.recording:UnlicensedRecordingsLastHour | Number of recordings in the previous 60-minute interval where one or more of the internal participants does not have an Interaction Recorder Access license. | statisticIntValue | |
| Encumbered Recordings (today) inin.system.recording:UnlicensedRecordingsToday | Number of recordings since midnight where one or more of the internal participants does not have an Interaction Recorder Access license. | statisticIntValue | |
| Recorder Database Is Available inin.system.recording:DatabaseAvailable | Indicates whether the Interaction Recorder system can connect to its database. | statisticBoolValue | |
| Recorder Is Processing Recordings inin.system.recording:ProcessingRecordings | Indicates whether the Interaction Recorder system is currently processing recordings. | statisticBoolValue | |
| Recording Lag Time inin.system.recording:LagTime | If this stat is increasing to a high level, it could indicate that more Media Servers or Remote Content Servers should be added. | statisticTimeDurationValue | |
| Recording Storage Locations inin.system.recording:NumberConnectedCaptureServers | The number of recording storage locations. | statisticIntValue | |
| Recording Storage Locations Low On Space inin.system.recording:NumberLowDiskCaptureServers | The number of recording storage locations that are 90% or more full. | statisticIntValue | |
| Recordings In Progress inin.system.recording:NumberOfRecordingInteraction | Number of recordings that Interaction Recorder is conducting. | statisticIntValue | |
| Successful Recordings (last Hour) inin.system.recording:SuccessProcessedLastHour | Number of successful recordings that occurred in the last sixty minutes. | statisticIntValue | |
| Successful Recordings (today) inin.system.recording:SuccessProcessedToday | Number of successful recordings that occurred since midnight. | statisticIntValue | |
| Unsuccessful Recordings (last Hour) inin.system.recording:UnSuccessfullRecordingsLastHour | The number of failed recordings that occurred in the last sixty minutes. | statisticIntValue | |
| Unsuccessful Recordings (today) inin.system.recording:UnSuccessfullRecordingsToday | The number of unsuccessful recordings that occurred since midnight. | statisticIntValue |
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Session Manager Statistics
Statistics for each running Session Manager are given both as a total and broken down by device type.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Session Count inin.sessionmanager:SessionCount | The number of active sessions that are currently running on the given Session Manager. | statisticIntValue |
|
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Speech Recognition
The statistics in this category describe speech recognition activity in IC.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Current Speech Recognition Sessions inin.system.speechrecognition:CurrentRecognitionSessions | Number of speech recognition sessions currently occurring in the system. | statisticIntValue | |
| Peak Number Of Recognition Sessions inin.system.speechrecognition:PeakRecognitionSessions | The peak number of concurrent speech recognition sessions since the system was started. | statisticIntValue |
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StatAlertServer Statistics
Stats published by StatAlertServer which show information dealing with Stats, Alerts, and Memos
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Alert Rule Count inin.statalertserver:AlertRuleCount | Total number of Alert Rules known to StatAlertServer | statisticIntValue | |
| AlertSet Count inin.statalertserver:AlertSetCount | The total number of AlertSets known to StatAlertServer. | statisticIntValue | |
| Expander Alert Count inin.statalertserver:ExpanderAlertCount | The number of Expander Alerts (ie. Time In Status) known to StatAlertServer | statisticIntValue | |
| Total Alert Count inin.statalertserver:TotalAlertCount | The total number of alerts in the system, including the effective number alerts caused by the Expander Alerts. | statisticIntValue | |
| Total Memo Count inin.statalertserver:TotalMemoCount | The total number of Memos known to StatAlertServer. | statisticIntValue |
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Tracker Server
These performance statistics indicate the overall health of Interaction Tracker Server in the previous ten minute interval.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Failed Tracker Transactions inin.system.trackerserver:FailedTransactions | Number of transactions sent to Tracker Transaction Server in the last ten minute period that failed. A high value indicates that Tracker Transaction Server may be down. | statisticIntValue | |
| Interaction Segment Notifications inin.system.trackerserver:InteractionNotifications | Number of update notifications sent by Queue Manager to Interaction Tracker. This indicates how busy the server is, after having processed state changes of objects in the system (e.g. hold to voice mail, etc.). | statisticIntValue | |
| Posted Tracker Transactions inin.system.trackerserver:PostedTransactions | Number of transactions sent to Tracker Transaction Server for processing in the last ten minute period. | statisticIntValue |
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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.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Average Successful Transaction Time inin.system.transactionserver:AverageTimeForSuccessful | Average amount of time that Transaction Server needed to process a transaction in the previous ten minute interval. | StatisticDoubleValue | |
| Executed Transactions inin.system.transactionserver:ExecutedTransactions | Number of transactions that Transaction Server successfully executed in the previous ten minute interval. | statisticIntValue | |
| Failed Transactions inin.system.transactionserver:FailedTransactions | Number of transactions that Transaction Server failed to execute in the previous ten minute interval. A high value could indicate that database errors are occurring. | statisticIntValue |
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Workgroup Statistics
Workgroup statistics summarize ACD interactions, number of agents logged on, and other particulars that are common to the workgroup as a whole. The workgroup may or may not have associated queues.
| Note |
|---|
Statistics in this category require at least one of the following licenses:
|
| Title / Statistic ID | Description | Type (Units) | Parameter Set(s) |
| Abandon Rate Distributions inin.workgroup:AbandonedRateDistribution | Abandoned rate distribution for an accumulative/partial sum bucket, workgroup, interaction type and time interval. The number of abandoned calls for each bucket is divided by the number of call that entered into the workgroup queue to represent this value in percentage. | statisticPercentValue(%) |
|
| Abandon Rate Missed Target inin.workgroup:AbandonedRateMissedTarget | The number of calls that are abandoned outside of the service level target. It divides that number with the number of calls that entered into the workgroup queue to get this value in percentage. | statisticPercentValue(%) |
|
| Abandon Rate Target inin.workgroup:AbandonedRateTarget | This statistics represent abandoned calls that happened within the service level target configuration. In addition, the number of those calls is divided by the number of calls that entered into the workgroup queue to represent this value in percentage. | statisticPercentValue(%) |
|
| Agents Available inin.workgroup:AgentsAvailable | The Available Agent Count of logged on agents that are available for ACD interactions. See definitions for Logged On and Available to take ACD interactions. | statisticIntValue |
|
| Agents In Status inin.workgroup:AgentsInStatus | Number of agents in a particular status. | statisticIntValue |
|
| Available For ACD Interactions inin.workgroup:NumberAvailableForACDInteractions | The number of agents available to take ACD interactions. An agent is considered to be available to take ACD interactions if all of the following apply: a) the agent is not on another interaction, b) the agent has an available status, c) the agent is logged on, d) the agent is activated on the specified workgroup. | statisticIntValue |
|
| Average Agent Negative Score inin.workgroup:AverageAgentNegativeKwScore | Sum up agent negative score divided by the total number of calls in the current/previous period or shift | statisticIntValue |
|
| Average Agent Positive Score inin.workgroup:AverageAgentPositiveKwScore | Sum up agent positive score divided by the total number of calls in the current/previous period or shift | statisticIntValue |
|
| Average Customer Negative Score inin.workgroup:AverageCustomerNegativeKwScore | Sum up customer negative score divided by the total number of calls in the current/previous period or shift | statisticIntValue |
|
| Average Customer Positive Score inin.workgroup:AverageCustomerPositiveKwScore | Sum up customer positive score divided by the total number of calls in the current/previous period or shift | statisticIntValue |
|
| Average Hold Time inin.workgroup:AverageHoldTime | Total amount of hold time that on different ACD interactions, divided by number of ACD interactions handled by All Agents. | statisticDurationValue(s) |
|
| Average Talk Time inin.workgroup:AverageTalkTime | Total amount of time that All Agents spent on different ACD interactions, divided by number of ACD interactions handled by All Agents. | statisticDurationValue(s) |
|
| Average Wait Time inin.workgroup:AverageWaitTime | The total time that different ACD interactions waited in the Workgroup Queue before they were ACD assigned, divided by number of ACD interactions for the period reported. | statisticDurationValue(s) |
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| Highest Active Agent Positive Score inin.workgroup:BestActiveAgentKwScore | Highest agent positive score for active calls | statisticIntValue |
|
| Highest Active Customer Positive Score inin.workgroup:BestActiveCustomerKwScore | Highest customer positive score for active calls | statisticIntValue |
|
| Interactions Abandoned inin.workgroup:InteractionsAbandoned | Number of interactions that were externally disconnected by the remote party before they could be client connected (picked up by an agent). Tip: the IC data dictionary provides supplemental information about abandoned calls. | statisticIntValue |
|
| Interactions Answered inin.workgroup:InteractionsAnswered | Number of interactions answered, calculated as the number of ACD interactions from the specified workgroup that went to a Connected state in the agent's queue. | statisticIntValue |
|
| Interactions Answered inin.workgroup:InteractionsConnected | Total number of interactions answered, which went from ACD - Wait Agent to ACD - Assigned. | statisticIntValue |
|
| Interactions Completed inin.workgroup:InteractionsCompleted | Number of interactions completed (that went from a state of ACD - Assigned to ACD - Disconnected). | statisticIntValue |
|
| Interactions Flowed-Out inin.workgroup:InteractionsFlowedOut | Number of interactions flowed-out. | statisticIntValue |
|
| Interactions Held inin.workgroup:TotalInteractionsOnHold | Number of interactions held. | statisticIntValue |
|
| Interactions On Hold inin.workgroup:InteractionsOnHold | Number of interactions currently on hold. | statisticIntValue |
|
| Interactions Received inin.workgroup:InteractionsEntered | Total number of interactions that entered the queue. | statisticIntValue |
|
| Interactions Waiting inin.workgroup:InteractionsWaiting | Number of interactions waiting to be connected to an agent. These interactions are currently in the ACD - Wait Agent state. | statisticIntValue |
|
| Logged On inin.workgroup:LoggedIn | The number of agents logged on for the specified workgroup. This is also the number of agents who are logged on the current server. This count does not include agents who are logged on to peer servers for the same workgroup. | statisticIntValue |
|
| Logged On + Activated inin.workgroup:AgentsLoggedInAndActivated | The number of activated agents logged on for the specified workgroup. | statisticIntValue |
|
| Logged On Agents In This Workgroup inin.workgroup:AgentsLoggedIn | Number of logged on agents in this workgroup. | statisticIntValue |
|
| Longest Available inin.workgroup:LongestAvailable | Longest period of time an agent is available. In other words, the duration of the longest available agent to take an ACD interaction for the specified workgroups. See Available to take ACD interactions. | statisticTimeDurationValue |
|
| Longest Hold Time inin.workgroup:LongestOnHoldTime | Time of the longest currently on hold interaction. This interaction has been in a Hold state the longest. | statisticTimeDurationValue |
|
| Longest Inbound ACD Interaction inin.workgroup:LongestInboundACDInteraction | Duration of the longest of the currently active inbound ACD interactions, or N/A if there is no inbound ACD interaction active. | statisticTimeDurationValue |
|
| Longest Interaction Waiting inin.workgroup:LongestWaitTime | Time of the longest currently waiting interaction. This interaction has been in the ACD - Wait Agent state the longest. Its duration is the amount of time that the interaction has waited to be picked up by an available agent, based on time in queue only. Supervisor workflow statistics always pertain to time in a workgroup or user interaction. Overall time in the system (such as time in IVR) is not counted. | statisticTimeDurationValue |
|
| Longest Non-ACD Interaction inin.workgroup:LongestNonACDInteraction | Duration of the longest of the currently active non-ACD interactions, or N/A if there is not an active non-ACD interaction. | statisticTimeDurationValue |
|
| Longest Outbound ACD Interaction inin.workgroup:LongestOutboundACDInteraction | Duration of the longest active outbound ACD interaction, or N/A if there is no active outbound ACD interaction. | statisticTimeDurationValue |
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| Longest Talk Time inin.workgroup:LongestTalkTime | Time of the longest currently connected interaction. This interaction has been in a Connected state the longest. | statisticTimeDurationValue |
|
| Lowest Active Agent Negative Score inin.workgroup:WorstActiveAgentKwScore | Lowest agent negative score for active calls | statisticIntValue |
|
| Lowest Active Customer Negative Score inin.workgroup:WorstActiveCustomerKwScore | Lowest customer negative score for active calls | statisticIntValue |
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| Not Available For ACD Interactions inin.workgroup:NotAvailable | Number of agents not available to take ACD interactions. The number of logged on and active agents minus the agents available for any interaction. | statisticIntValue |
|
| On Inbound ACD Interactions inin.workgroup:OnInboundACDInteractions | Number of agents on inbound ACD interactions. | statisticIntValue |
|
| On Inbound ACW inin.workgroup:OnInboundACW | Number of agents performing after call wrap-up work after receiving an ACD interaction. | statisticIntValue |
|
| On Non-ACD Interactions inin.workgroup:NonACDInteractions | Number of agents on non-ACD interactions. | statisticIntValue |
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| On Outbound ACD Interactions inin.workgroup:OnOutboundACDInteractions | Number of agents on outbound ACD interactions. | statisticIntValue |
|
| On Outbound ACW inin.workgroup:OnOutboundACW | Number of agents performing after call wrap-up work to conclude an outbound ACD interaction. | statisticIntValue |
|
| Percent Available inin.workgroup:PercentAvailable | Percent of logged on agents that are available for ACD interactions. ((available to take ACD interactions / logged on) * 100) | statisticPercentValue(%) |
|
| Service Level Distributions inin.workgroup:ServiceLevelDistribution | The interactions that connected callers to agents within a specified time interval. The number of answered calls for each bucket is divided by the number of calls answered in the workgroup queue to represent this value in percentage. | statisticPercentValue(%) |
|
| Service Level Missed Target inin.workgroup:ServiceLevelMissedTarget | The number of calls answered that did not make the service level target. The number of those calls is divided by the number of calls answered for the workgroup queue to represent this value in percentage. | statisticPercentValue(%) |
|
| Service Level Target inin.workgroup:ServiceLevelTarget | The number of calls answered that within the service level target configuration (inclusive) for the given workgroup queue, interaction type and interval (current period, shift, etc). The number of answered calls for each bucket is divided by the number of calls answered for the workgroup queue to represent this value in percentage. | statisticPercentValue(%) |
|
| Total Agent Negative Score inin.workgroup:TotalAgentNegativeKwScore | Sum up agent negative score from calls in the current/previous period or shift | statisticIntValue |
|
| Total Agent Positive Score inin.workgroup:TotalAgentPositiveKwScore | Sum up agent positive score from calls in the current/previous period or shift | statisticIntValue |
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| Total Agents inin.workgroup:TotalAgents | Total number of agents in the specified workgroups. This is typically the number of users that are members of the specified workgroup on the current server. This statistic does not take into account members of the same workgroup on peer servers. | statisticIntValue |
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| Total Customer Negative Score inin.workgroup:TotalCustomerNegativeKwScore | Sum up customer negative score from calls in the current/previous period or shift | statisticIntValue |
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| Total Customer Positive Score inin.workgroup:TotalCustomerPositiveKwScore | Sum up customer positive score from calls in the current/previous period or shift | statisticIntValue |
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| Total Hold Time inin.workgroup:TotalHoldTime | Total amount of hold time that on different ACD interactions. | statisticDurationValue(s) |
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| Total Talk Time inin.workgroup:TotalTalkTime | Total amount of time that All Agents spent on different ACD interactions. | statisticDurationValue(s) |
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| Total Wait Time inin.workgroup:TotalWaitTime | The total time that different ACD interactions waited in the Workgroup Queue before they were ACD assigned. | statisticDurationValue(s) |
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