The Statistics Catalog

The 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 the ICWS 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 ICWS API documentation, allowing for browsing of the available statistics. A statistic's ID can be used with the ICWS statistics API to watch for statistic value changes.

Note

The statistics catalog contained in the ICWS 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

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).

Note

Statistics in this category require at least one of the following licenses:

  • Interaction Supervisor Plug-In: Workgroup (I3_ACCESS_WORKGROUP_SUPERVISOR_PLUGIN)
  • Client Access (I3_ACCESS_CLIENT)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
Interactions Received
inin.agent:InteractionsEntered
Total number of interactions that entered the queue.statisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
Interactions Completed
inin.agent:InteractionsCompleted
Number of interactions completed (that went from a state of ACD - Assigned to ACD - Disconnected).statisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
Interactions Held
inin.agent:InteractionsOnHold
Number of interactions held.statisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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)
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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)
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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)
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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)
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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)
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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 shiftstatisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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 shiftstatisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
Total Agent Positive Score
inin.agent:TotalAgentPositiveKwScore
Sum up agent positive score from calls in the current/previous period or shiftstatisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
Total Agent Negative Score
inin.agent:TotalAgentNegativeKwScore
Sum up agent negative score from calls in the current/previous period or shiftstatisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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 shiftstatisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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 shiftstatisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
Total Customer Positive Score
inin.agent:TotalCustomerPositiveKwScore
Sum up customer positive score from calls in the current/previous period or shiftstatisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
Total Customer Negative Score
inin.agent:TotalCustomerNegativeKwScore
Sum up customer negative score from calls in the current/previous period or shiftstatisticIntValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
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)
  1. ININ.People.WorkgroupDirectory:Workgroup
  2. ININ.People:Status
Agent Keyword Spotted
inin.agent:AgentKeywordSpotted
Agent keyword spotted in an interactionstatisticStringValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval
Customer Keyword Spotted
inin.agent:CustomerKeywordSpotted
Customer Keyword SpottedstatisticStringValue
  1. ININ.People.AgentStats:Workgroup
  2. ININ.People.AgentStats:User
  3. ININ.Queue:Interval

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Interaction Director Statistics

Interaction Director statistics.

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
Logged In
inin.director:LoggedInAgentsInEG
Logged in.statisticIntValue
  1. ININ.Director:EnterpriseGroup
Available To Take Director Interaction
inin.director:AvailableForDirectorInteractionsInEG
Available to take Director interaction.statisticIntValue
  1. ININ.Director:EnterpriseGroup
Longest Available
inin.director:LongestAvailableInEG
Longest available.statisticTimeDurationValue
  1. ININ.Director:EnterpriseGroup
On Non-Director Interactions
inin.director:OnNonDirectorInteractionsInEG
On non-Director interactions.statisticIntValue
  1. ININ.Director:EnterpriseGroup
Longest Director Interaction
inin.director:LongestDirectorInteractionInEG
Longest Director interaction.statisticTimeDurationValue
  1. ININ.Director:EnterpriseGroup
Number Of Calls In Director Wait
inin.director:NumberOfCallsInDirectorWaitInEG
Number of calls in Director wait.statisticIntValue
  1. ININ.Director:EnterpriseGroup
On ACW
inin.director:OnACWInEG
On ACW.statisticIntValue
  1. ININ.Director:EnterpriseGroup
% Available
inin.director:PercentInEG
% Available.statisticPercentValue
(%)
  1. ININ.Director:EnterpriseGroup
Number Of Calls Currently Answered
inin.director:NumberOfCallsCurrentlyAnsweredInEG
Number of calls currently answered.statisticIntValue
  1. ININ.Director:EnterpriseGroup
Longest-waiting Director Interaction
inin.director:LongestWaitingDirectorInteractionInEG
Longest-waiting Director interactionstatisticTimeDurationValue
  1. ININ.Director:EnterpriseGroup
Number Of Active Queues.
inin.director:NumberOfActiveQueuesInEG
Number of active queuesstatisticIntValue
  1. ININ.Director:EnterpriseGroup
Number Of Configured Queues.
inin.director:NumberOfConfiguredQueuesInEG
Number of configured queues.statisticIntValue
  1. ININ.Director:EnterpriseGroup
Interactions Received
inin.director:InteractionsReceivedInEG
Interactions received.statisticIntValue
  1. ININ.Director:EnterpriseGroup
  2. ININ.Queue:Interval
Interactions Answered
inin.director:InteractionsAnsweredInEG
Interactions answered.statisticIntValue
  1. ININ.Director:EnterpriseGroup
  2. ININ.Queue:Interval
Interactions Completed
inin.director:InteractionsCompletedInEG
Interactions completed.statisticIntValue
  1. ININ.Director:EnterpriseGroup
  2. ININ.Queue:Interval
Interactions Abandoned
inin.director:InteractionsAbandonedInEG
Interactions abandoned.statisticIntValue
  1. ININ.Director:EnterpriseGroup
  2. ININ.Queue:Interval
Average Talk Time
inin.director:AverageTalkTimeInEG
Average talk time.statisticDurationValue
(Seconds)
  1. ININ.Director:EnterpriseGroup
  2. ININ.Queue:Interval
Average Wait Time
inin.director:AverageWaitTimeInEG
Average wait time.statisticDurationValue
(Seconds)
  1. ININ.Director:EnterpriseGroup
  2. ININ.Queue:Interval
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
(%)
  1. ININ.Director:EnterpriseGroup
  2. ININ.Queue:Interval
  3. ININ.Queue:AccumulativeHistogramInterval
- or -
  1. ININ.Director:EnterpriseGroup
  2. ININ.Queue:Interval
  3. ININ.Queue:PartialSumHistogramInterval
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
(%)
  1. ININ.Director:EnterpriseGroup
  2. ININ.Queue:Interval
  3. ININ.Queue:AccumulativeHistogramInterval
- or -
  1. ININ.Director:EnterpriseGroup
  2. ININ.Queue:Interval
  3. ININ.Queue:PartialSumHistogramInterval
Status
inin.director:ISRStatus
Status.statisticStringValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
From Server
inin.director:ISRFromServer
From server.statisticStringValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
To Server
inin.director:ISRToServer
To server.statisticStringValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
Called Address
inin.director:ISRCalledAddress
Called address.statisticStringValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
Calling Address
inin.director:ISRCallingAddress
Calling address.statisticStringValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
Line Group
inin.director:ISRLinegroup
Line group.statisticStringValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
Unique ID
inin.director:ISRUniqueID
Unique ID.statisticStringValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
ID Method
inin.director:ISRIDMethod
ID method.statisticStringValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
DTMF Code
inin.director:ISRDTMFCode
DTMF code.statisticStringValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
DTMF Wait
inin.director:ISRDTMFWait
DTMF wait.statisticIntValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
Successes
inin.director:ISRSuccesses
Successes.statisticIntValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName
Failures
inin.director:ISRFailures
Failures.statisticIntValue
  1. ININ.Director:ServerName
  2. ININ.Director:InterServerRouteName

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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 IDDescriptionType (Units)Parameter Set(s)
Total Licenses
inin.feedback:TotalLicenses
Total licensesstatisticIntValue
Available Licenses
inin.feedback:AvailableLicenses
Available licensesstatisticIntValue
Surveys Offered Last Hour
inin.feedback:OfferedSurveysLastHour
Number of surveys selected and offered to customers within the past hour.statisticIntValue
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
Surveys Offered Today
inin.feedback:OfferedSurveysToday
Number of surveys selected and offered to customers since midnight.statisticIntValue
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
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
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
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
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
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
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
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
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
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
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
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
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
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
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
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
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
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
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
Survey Average Score Last Hour
inin.feedback:AvgScoreLastHour
This column displays the average score of selected surveys within the past hour.statisticPercentValue
(%)
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName
Survey Average Score Today
inin.feedback:AvgScoreToday
This column displays the average score selected surveys since midnight.statisticPercentValue
(%)
  1. ININ.Feedback:SurveyGroupName
  2. ININ.Feedback:SurveyName

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Licenses

This category summarizes IC license availability and utilization.

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
Allowed
inin.licenses:TotalLicenses
The total number of licenses on this system for the given license type.statisticIntValue
  1. ININ.Licenses:Server
  2. ININ.Licenses:LicenseType
  3. ININ.Licenses:License
Available
inin.licenses:AvailableLicenses
The number of licenses on this system for the given license type that are not yet used.statisticIntValue
  1. ININ.Licenses:Server
  2. ININ.Licenses:LicenseType
  3. ININ.Licenses:License
In Use
inin.licenses:UsedLicenses
The number of licenses on this system for the given license type that are in use.statisticIntValue
  1. ININ.Licenses:Server
  2. ININ.Licenses:LicenseType
  3. ININ.Licenses:License
Available In Percent
inin.licenses:AvailableLicensePercentage
The percentage of licenses on this system for the given license type that are not yet used.statisticPercentValue
  1. ININ.Licenses:Server
  2. ININ.Licenses:LicenseType
  3. ININ.Licenses:License
Used In Percent
inin.licenses:UsedLicensePercentage
The percentage of licenses on this system for the given license type that are in use.statisticPercentValue
  1. ININ.Licenses:Server
  2. ININ.Licenses:LicenseType
  3. ININ.Licenses:License

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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.

Note

Statistics in this category require at least one of the following licenses:

  • Interaction Optimizer Access Real-time Adherence (I3_ACCESS_OPTIMIZER_RTA)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
Agent
inin.optimizerrtadata:OptimizerAgentName
Display name of scheduled agent.statisticStringValue
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
  3. ININ.OptimizerRTAData:OptimizerAdherenceStatus
  4. ININ.OptimizerRTAData:OptimizerExceptionType
  5. ININ.OptimizerRTAData:OptimizerAgent
Status
inin.optimizerrtadata:OptimizerCurrentStatus
Current logged in status of agentstatisticStringValue
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
  3. ININ.OptimizerRTAData:OptimizerAdherenceStatus
  4. ININ.OptimizerRTAData:OptimizerExceptionType
  5. ININ.OptimizerRTAData:OptimizerAgent
Adherence Status
inin.optimizerrtadata:OptimizerAdherenceStatus
Agent adherence status indicating In Adherence or Out of Adherence with the schedule.statisticStringValue
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
  3. ININ.OptimizerRTAData:OptimizerAdherenceStatus
  4. ININ.OptimizerRTAData:OptimizerExceptionType
  5. ININ.OptimizerRTAData:OptimizerAgent
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
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
  3. ININ.OptimizerRTAData:OptimizerAdherenceStatus
  4. ININ.OptimizerRTAData:OptimizerExceptionType
  5. ININ.OptimizerRTAData:OptimizerAgent
Scheduled Activity
inin.optimizerrtadata:OptimizerCurrentScheduledActivity
The activity scheduled by Interaction Optimizer for this agent at this point in time.statisticStringValue
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
  3. ININ.OptimizerRTAData:OptimizerAdherenceStatus
  4. ININ.OptimizerRTAData:OptimizerExceptionType
  5. ININ.OptimizerRTAData:OptimizerAgent
Actual Activity
inin.optimizerrtadata:OptimizerCurrentActualActivity
Current actual activity of agent based on logged in status.statisticStringValue
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
  3. ININ.OptimizerRTAData:OptimizerAdherenceStatus
  4. ININ.OptimizerRTAData:OptimizerExceptionType
  5. ININ.OptimizerRTAData:OptimizerAgent
Current Adherence Duration
inin.optimizerrtadata:OptimizerAdherenceDuration
Duration for which agent is in the current adherence state after last adherence status change.statisticTimeDurationValue
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
  3. ININ.OptimizerRTAData:OptimizerAdherenceStatus
  4. ININ.OptimizerRTAData:OptimizerExceptionType
  5. ININ.OptimizerRTAData:OptimizerAgent
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
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
  3. ININ.OptimizerRTAData:OptimizerAdherenceStatus
  4. ININ.OptimizerRTAData:OptimizerExceptionType
  5. ININ.OptimizerRTAData:OptimizerAgent
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
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
  3. ININ.OptimizerRTAData:OptimizerAdherenceStatus
  4. ININ.OptimizerRTAData:OptimizerExceptionType
  5. ININ.OptimizerRTAData:OptimizerAgent
Number Of Agents In Adherence
inin.optimizerrtadata:OptimizerNumberOfAgentsInAdherence
The count of users in adherence with the current schedule.statisticIntValue
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
Number Of Agents Out Of Adherence
inin.optimizerrtadata:OptimizerNumberOfAgentsOutOfAdherence
The count of users not in adherence with the current schedule.statisticIntValue
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
Percent Of Agents In Adherence
inin.optimizerrtadata:OptimizerPercentOfAgentsInAdherence
The percentage of users in adherence with the current schedule.statisticPercentValue
(%)
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup
Percent Of Agents Out Of Adherence
inin.optimizerrtadata:OptimizerPercentOfAgentsOutOfAdherence
The percentage of users not in adherence with the current schedule.statisticPercentValue
(%)
  1. ININ.OptimizerRTAData:OptimizerSchedulingUnit
  2. ININ.OptimizerRTAData:OptimizerWorkgroup

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Queue Statistics

This category contains counts of active interactions in a queue

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
Interaction Count
inin.queue:InteractionCount
Number of non-disconnected interactions of a specified type maintained by queue manager.statisticIntValue
  1. ININ.Queue:Type
  2. ININ.Queue:Name

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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:

  • Interaction Recorder Client Access (I3_ACCESS_RECORDER_CLIENT)
  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
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
(%)
  1. ININ.Recorder:ContentServer
Available HTTP Client Connections
inin.recorder:AvailableHttpConnections
HTTP client threads available for accepting recordingsstatisticIntValue
  1. ININ.Recorder:ContentServer
Recordings Successfully Processed Last Hour
inin.recorder:RecordingsSuccessfullyProcessed
Number of recordings successfully processed last hourstatisticIntValue
  1. ININ.Recorder:ContentServer
Failed Transfers Last Hour
inin.recorder:FailedTransfers
Number of recordings failed to transfer last hourstatisticIntValue
  1. ININ.Recorder:ContentServer
Available Local Disk Space
inin.recorder:AvailableLocalDiskSpace
Free disk space for recordings on the local machine in gigabytesStatisticDoubleValue
(GB)
  1. ININ.Recorder:ContentServer
Available Share Disk Space
inin.recorder:AvailableShareDiskSpace
Free disk space for recordings on network shares in gigabytesStatisticDoubleValue
(GB)
  1. ININ.Recorder:ContentServer
Available Log Disk Space
inin.recorder:AvailableLoggingDiskSpace
Free disk space for logs in gigabytesStatisticDoubleValue
(GB)
  1. ININ.Recorder:ContentServer
Memory Usage
inin.recorder:MemoryUsage
The amount of paged physical memory (working set) that a content server is using, expressed in kilobytes.statisticIntValue
(KB)
  1. ININ.Recorder:ContentServer
Configured For Amazon S3
inin.recorder:ConnectedToS3
Indicates whether or not Recorder Server is configured to use Amazon's Simple Storage Service.statisticBoolValue
  1. ININ.Recorder:ContentServer
Recordings Played Back Last Hour
inin.recorder:RecordingsPlayedBack
Recordings played back in the last hourstatisticIntValue
  1. ININ.Recorder:ContentServer

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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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
Session Count
inin.sessionmanager:SessionCount
The number of active sessions that are currently running on the given Session Manager.statisticIntValue
  1. ININ.SessionManager:Server
  2. ININ.SessionManager:SessionManager
  3. ININ.SessionManager:ProductId

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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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
Alert Rule Count
inin.statalertserver:AlertRuleCount
Total number of Alert Rules known to StatAlertServerstatisticIntValue
Expander Alert Count
inin.statalertserver:ExpanderAlertCount
The number of Expander Alerts (ie. Time In Status) known to StatAlertServerstatisticIntValue
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
AlertSet Count
inin.statalertserver:AlertSetCount
The total number of AlertSets known to StatAlertServer.statisticIntValue

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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.

Note

Statistics in this category require at least one of the following licenses:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (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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Email

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

Note

Statistics in this category require at least one of the following licenses:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
Emails Waiting To Be Delivered
inin.system.email:WaitingToBeDelivered
Number of Email messages that have been left, which IC has not started processing.statisticIntValue
Emails In Pre-delivery Processing.
inin.system.email:InPredeliveryProcessing
Number of Email messages that IC is in process of delivering.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 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

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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.

Note

Statistics in this category require at least one of the following licenses:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
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
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
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
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 Receptions Failed (aborted)
inin.system.fax:ReceiveAborted
Total number of Faxes received which failed due to line noise or faxing protocol error.statisticIntValue
Total Fax Licenses
inin.system.fax:TotalResources
Total number of fax licenses.statisticIntValue
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

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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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
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 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
Longest Generic Object
inin.system.interaction:LongestGenericObject
Duration of the longest generic object currently in the system.statisticTimeDurationValue
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 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
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
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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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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (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 informationstatisticIntValue
(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)
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)
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)
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)
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)
Telephony Services
inin.system.memoryusage:TelephonyServices
The amount of paged physical memory (working set) that Telephony Services is using, expressed in kilobytes.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)
IC STS
inin.system.memoryusage:IcSts
The Amount of paged physical memory (working set) that IC STS is using, expressed in kilobytes.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)

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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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
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)
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)
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
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 Logs
inin.system.performance:FreeDiskSpaceLogs
The free disk space logs 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)
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)
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 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 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
(%)
Available CPU
inin.system.performance:CpuAvailableTotal
Available CPU in percent.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
(%)
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
(%)
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
(%)
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
(%)

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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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
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
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
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
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
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)
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)
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)
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)
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)
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 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)
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)
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)
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 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 Errors Persisted To Disk
inin.system.pmq:RecorderServerErrorsPersistedToDisk
Number of Recorder Server error objects that are currently persisted to disk.statisticIntValue
(Messages)

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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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
Recorder Is Processing Recordings
inin.system.recording:ProcessingRecordings
Indicates whether the Interaction Recorder system is currently processing recordings.statisticBoolValue
Recorder Database Is Available
inin.system.recording:DatabaseAvailable
Indicates whether the Interaction Recorder system can connect to its database.statisticBoolValue
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
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
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
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
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
Recording Storage Locations Low On Space
inin.system.recording:NumberLowDiskCaptureServers
The number of recording storage locations that are 90% or more full.statisticIntValue
Recording Storage Locations
inin.system.recording:NumberConnectedCaptureServers
The number of recording storage locations.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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (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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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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
Maximum Executing Handlers
inin.system.status:MaxHandlerThreads
Maximum number of handlers that can be executed in the system at any time.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
Queued Handler Threads
inin.system.status:QueuedHandlerThreads
Number of handlers that are queued in the system right now.statisticIntValue
Current Handlers In The Thread Pool
inin.system.status:CurrentHandlerThreadPool
Number of handlers in the thread pool.statisticIntValue
IP Is Running
inin.system.status:IPRunning
Indicates whether Interaction Processor is running.statisticBoolValue
Available Remote Licenses
inin.system.status:AvailableRemoteLicenses
The number of available remote licenses, updated every 10 minutes.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
Total TTS Sessions
inin.system.status:TotalTtsSessions
Maximum number of concurrent TTS sessions allowed.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
Ts Ping Time
inin.system.status:TsPingTime
The amount of time in milliseconds to ping the IC's Telephony Services subsystem.statisticIntValue
(ms)
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)
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
Backup Server Name
inin.system.status:BackupName
The Notifier name of the backup server, or N/A if no backup server is configured.statisticStringValue
Time Since Last Switchover
inin.system.status:TimeOfLastSwitchover
The amount of time that has passed since the last known switchover occurred, or statisticTimeDurationValue
Indicates If A Switchover Was Performed
inin.system.status:SwitchoverPerformed
Indicates if a switchover was performed.statisticBoolValue

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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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
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
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

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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:

  • Interaction Supervisor Plug-In: System Status (I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
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
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

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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:

  • Interaction Supervisor Plug-In: Workgroup (I3_ACCESS_WORKGROUP_SUPERVISOR_PLUGIN)
  • Client Access (I3_ACCESS_CLIENT)

Title / Statistic IDDescriptionType (Units)Parameter Set(s)
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
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
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
(%)
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
On Inbound ACD Interactions
inin.workgroup:OnInboundACDInteractions
Number of agents on inbound ACD interactions.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
On Inbound ACW
inin.workgroup:OnInboundACW
Number of agents performing after call wrap-up work after receiving an ACD interaction.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
On Outbound ACD Interactions
inin.workgroup:OnOutboundACDInteractions
Number of agents on outbound ACD interactions. statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
On Outbound ACW
inin.workgroup:OnOutboundACW
Number of agents performing after call wrap-up work to conclude an outbound ACD interaction.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
On Non-ACD Interactions
inin.workgroup:NonACDInteractions
Number of agents on non-ACD interactions.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
Agents In Status
inin.workgroup:AgentsInStatus
Number of agents in a particular status.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.People:Status
Interactions Received
inin.workgroup:InteractionsEntered
Total number of interactions that entered the queue.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Interactions Flowed-Out
inin.workgroup:InteractionsFlowedOut
Number of interactions flowed-out.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
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
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Interactions Completed
inin.workgroup:InteractionsCompleted
Number of interactions completed (that went from a state of ACD - Assigned to ACD - Disconnected).statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
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
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Interactions Held
inin.workgroup:TotalInteractionsOnHold
Number of interactions held.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
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)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Total Talk Time
inin.workgroup:TotalTalkTime
Total amount of time that All Agents spent on different ACD interactions.statisticDurationValue
(s)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
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)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
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)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
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)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Total Hold Time
inin.workgroup:TotalHoldTime
Total amount of hold time that on different ACD interactions.statisticDurationValue
(s)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Longest Talk Time
inin.workgroup:LongestTalkTime
Time of the longest currently connected interaction. This interaction has been in a Connected state the longest.statisticTimeDurationValue
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
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
(%)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queues:InteractionType
  3. ININ.Queue:Interval
  4. ININ.Queue:AccumulativeHistogramInterval
- or -
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queues:InteractionType
  3. ININ.Queue:Interval
  4. ININ.Queue:PartialSumHistogramInterval
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
(%)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queues:InteractionType
  3. ININ.Queue:Interval
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
(%)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queues:InteractionType
  3. ININ.Queue:Interval
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
(%)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queues:InteractionType
  3. ININ.Queue:Interval
  4. ININ.Queue:AccumulativeHistogramInterval
- or -
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queues:InteractionType
  3. ININ.Queue:Interval
  4. ININ.Queue:PartialSumHistogramInterval
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
(%)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queues:InteractionType
  3. ININ.Queue:Interval
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
(%)
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queues:InteractionType
  3. ININ.Queue:Interval
Logged On Agents In This Workgroup
inin.workgroup:AgentsLoggedIn
Number of logged on agents in this workgroup.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
Logged On + Activated
inin.workgroup:AgentsLoggedInAndActivated
The number of activated agents logged on for the specified workgroup.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
Interactions Answered
inin.workgroup:InteractionsConnected
Total number of interactions answered, which went from ACD - Wait Agent to ACD - Assigned.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
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
  1. ININ.People.WorkgroupStats:Workgroup
Interactions On Hold
inin.workgroup:InteractionsOnHold
Number of interactions currently on hold.statisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
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 shiftstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
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 shiftstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Total Agent Positive Score
inin.workgroup:TotalAgentPositiveKwScore
Sum up agent positive score from calls in the current/previous period or shiftstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Total Agent Negative Score
inin.workgroup:TotalAgentNegativeKwScore
Sum up agent negative score from calls in the current/previous period or shiftstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
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 shiftstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
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 shiftstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Total Customer Positive Score
inin.workgroup:TotalCustomerPositiveKwScore
Sum up customer positive score from calls in the current/previous period or shiftstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Total Customer Negative Score
inin.workgroup:TotalCustomerNegativeKwScore
Sum up customer negative score from calls in the current/previous period or shiftstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
  2. ININ.Queue:Interval
Lowest Active Agent Negative Score
inin.workgroup:WorstActiveAgentKwScore
Lowest agent negative score for active callsstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
Lowest Active Customer Negative Score
inin.workgroup:WorstActiveCustomerKwScore
Lowest customer negative score for active callsstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
Highest Active Agent Positive Score
inin.workgroup:BestActiveAgentKwScore
Highest agent positive score for active callsstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup
Highest Active Customer Positive Score
inin.workgroup:BestActiveCustomerKwScore
Highest customer positive score for active callsstatisticIntValue
  1. ININ.People.WorkgroupStats:Workgroup

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