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Interval Agent Statistics Fact Table

AgentStatistics Table

Interval Agent Statistics Fact Table

The fact table for the interval agent statistics. This comprises agent queue statistics data for the IAgentQueueStats view. See IAgentQueueStats for further information.

  • Table Type - Historical
  • Last Changed Version - 4.0.106.453
  • Last Changed Reason - 4.0 Release

SQL Column Definitions

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason CX Insights Name CX Insights Type CX Insights Folder Name
StatisticsSet int False No

A unique identifier representing this row.

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nEnteredAcd int False No

The number of ACD related queue interactions that entered this queue during the interval. An interaction is considered ACD related if it has been operated upon by any of the ACD interaction handling tools. nEnteredAcd includes interactions whose end condition is not yet determined. Any interactions that are not answered or abandoned in the current interval might be answered or might abandon in the next interval.

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nAbandonedAcd int False No

The number of ACD related queue interactions that abandoned this queue during the interval. Interactions that transfer from one distribution queue to another distribution queue, where no agent ever answers the interaction in the first distribution queue, will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd.

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nGrabbedAcd int False No

This value is not currently supported.

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nLocalDisconnectAcd int False No

Number of ACD queue interactions that were disconnected locally. A local disconnect is defined as a disconnect by a CIC agent/user or the CIC system. A remote disconnect comes from the external party or phone company.

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nLocalDisconnectAgentAlertAcd int False No

The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

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nLocalDisconnectAgentAcd int False No

The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

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nAlertedAcd int False No

Number of ACD related queue interactions that were in an Alerting state while in this queue. Note that interactions which transition to Alerting more than once are only counted once.

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nAnsweredAcd int False No

Number of ACD related queue interactions that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent. This number can exceed nEnteredACD for the agent's queue because interactions can enter the queue in the previous interval and then be answered in the current interval. Interactions are only answered once relative to the agent queue assignment.

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nAnswered int False No

Number of all interactions—ACD and non-ACD—that were answered by the agent. Answered interactions are interactions that reached a Client_Connected state with an agent. See nAnsweredAcd for more information.

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nAcdSvcLvl int False No

Number of seconds in the first service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more info.

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nAnsweredAcdSvcLvl int False No

The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

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nAnsweredAcdSvcLvl1 int False No

The number of ACD interactions answered in the first service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl2 int False No

The number of ACD interactions answered in the second service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl3 int False No

The number of ACD interactions answered in the third service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl4 int False No

The number of ACD interactions answered in the fourth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl5 int False No

The number of ACD interactions answered in the fifth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAnsweredAcdSvcLvl6 int False No

The number of ACD interactions answered in the sixth service level. This column does not usually apply for agents. The value can be applicable, but is important to remember that the value is relative to the agents queue and not the distribution queue. It can be used to track the time to answer an interaction during the ring time. In this case, the service level settings will need to be very short to capture data. For more information, see the description of service levels in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl int False No

The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

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nAbandonAcdSvcLvl1 int False No

The number of ACD interactions abandoned in the first service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl2 int False No

The number of ACD interactions abandoned in the second service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl3 int False No

The number of ACD interactions abandoned in the third service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl4 int False No

The number of ACD interactions abandoned in the fourth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl5 int False No

The number of ACD interactions abandoned in the fifth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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nAbandonAcdSvcLvl6 int False No

The number of ACD interactions abandoned in the sixth service level. This column does not usually apply for agents. See nAnsweredAcdSvcLvl1 for more information.

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tGrabbedAcd int False No

This value is not currently supported.

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tAnsweredAcd int False No

The sum of the time in seconds of all ACD interactions that were in queue before entering a Client_Connected state.

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mtAnsweredAcd int False No

The maximum time in seconds that an interaction was in the queue before entering a Client_Connected state.

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tAbandonedAcd int False No

The sum of the time in seconds all abandoned ACD interactions were in queue before they abandoned.

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tTalkAcd int False No

The sum of the time, in seconds, all ACD interactions spent from when they first entered a Client_Connected state until the time the ACD interactions went inactive or flowed out of the queue.

It is possible to have talk time appear in an interval without having any new ACD interactions for that interval. The time comes from ACD interactions that connected in that interval.

Interactions might have entered the queue in the previous interval. It is possible to have talk time on a chat. Think of tTalkAcd as the time an interaction is active with an agent.

Note: tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

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tTalkCompleteAcd int False No

Counts the total talk time of a call in the period in which it completed, unlike tTalkAcd which counts the talk time for each period it is counted in.

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nHoldAcd int False No

Number of ACD interactions that were placed on hold while in this queue.

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tHoldAcd int False No

The sum of the time, in seconds, all ACD interactions spent on hold while in this queue.

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nSuspendedAcd int False No

For future changes.

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tSuspendedAcd int False No

For future changes.

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nHeldSpanAcd int False No

For future changes.

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nAcw int False No

Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions.

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tAcw int False No

The sum of the time, in seconds, the agent spent in an After Call Work status, also known as wrap up time. The count starts when an interaction goes inactive, usually due to a local or remote disconnect, and ends when the agent leaves the After Call Work status. This value may or may not include non-ACD interactions depending on how the statuses are setup.

Note: tACW is the time in follow-up that is directly associated with an interaction. Follow-up without an ACD interaction (agent selected with no previously disconnected ACD interaction) will not be in tACW. The tACW value will only be recorded in rows of queue statistics directly associated with the interaction. It will not be in any other workgroup, media type, or skill associated rows.

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tAcwComplete int False No

Counts the total ACW Time for the completed ACW sessions. This includes the total time for each session even if it spanned multiple statistic intervals.

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nExternToInternCalls int False No

Number of interactions, ACD and non-ACD, originating from external locations and connecting to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

 4.0.106.453 4.0 Release
nExternToInternAcdCalls int False No

Number of ACD interactions from external locations to internal extensions. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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nInternToExternCalls int False No

Number of all interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

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nInternToExternAcdCalls int False No

Number of ACD interactions from internal extension to external locations. If a call does not connect to a remote system (for example, Insufficient Dialing Privileges), it will not count toward this statistic.

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nInternToInternCalls int False No

Number of all interactions from internal extensions to internal extensions. Internal to internal calls are counted as inbound calls whether the agent placed or received the call because CIC has no way of determining the direction of internal calls.

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nInternToInternAcdCalls int False No

Number of ACD interactions from internal extensions to internal extensions. This includes ACD Calls transferred between agents in the same distribution queue. Both agents are credited with the ACD call. Calls that leave a queue without a connect or disconnect event, also called flowouts, will not be counted in this statistic.

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tExternToInternCalls int False No

Sum of seconds for all interactions from external locations to internal extensions.

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tExternToInternAcdCalls int False No

Sum of seconds for ACD interactions from external locations to internal extensions.

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tInternToExternCalls int False No

Sum of seconds for all interactions from internal extensions to external locations.

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tInternToExternAcdCalls int False No

Sum of seconds for ACD interactions from internal extensions to external locations.

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tInternToInternCalls int False No

Sum of seconds for all interactions from internal extensions to internal extensions.

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tInternToInternAcdCalls int False No

Sum of seconds for ACD interactions from internal extensions to internal extensions. This includes ACD Interactions transferred between agents in the same distribution queue. Both agents are credited with the ACD interaction.

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nAcwCalls int False No

Number of outbound interactions made by the agent during After Call Work time. If the agent places an interaction after handling an ACD interaction, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. nACWCall is also accumulated when an agent puts an ACD interaction on hold and places a consult call with another party. CIC assumes that any call placed with an ACD interaction on hold is nACWCall activity.

CIC actually caches the last set of containers associated with the agent's last ACD interaction. This cache is reset any time the agent answers another ACD interaction. When CIC sees an ACD interaction or conditions on the agent queue that would count as an AcwCall, it processes the time and the count against the cached container list. It is done this way because the ACD interaction that made this association might actually be dead and gone from the system by the time the AcwCall event occurs.

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tAcwCalls int False No

Sum of time, in seconds, the agent spent on outbound interactions during After Call Work time. Also see nAcwCalls.

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nTransferedAcd int False No

Number of ACD interactions transferred while on this queue. The destination could have been another agent in the same distribution queue, an agent outside of the distribution queue, or a call that was transferred from one workgroup queue to another workgroup queue by a user without beingconnected to a user.

Only set for Callinteraction types.

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nNotAnsweredAcd int False No

Number of ACD interactions that were not answered when presented to the agent as an Alerting interaction. nNotAnsweredAcd interactions will also count towards nFlowOutAcd

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tAlertedAcd int False No

Sum of the time, in seconds, ACD interactions spent in an Alerting state on this user queue. Also referred to as Ring time.

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nFlowOutAcd int False No

The number of ACD interactions that flowed out during this interval. Flow outs are defined as queue interactions that were removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to not reach an inactive state, and thus flow out, would be a queue interaction that is transferred.

Also, nNotAnsweredAcd. towards nFlowOutAcd.

Another possible reason for a flow out to occur would be from hunt group alerts. A multiple alert for hunt group places the same interaction on multiple user/agent queues. The interaction is considered a flow out in each of the user queues were the users do not answer. This would mean a large number of flow outs could be generated for each member of the hunt group when using this type of interaction routing.

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tFlowOutAcd int False No

Sum of seconds ACD interactions were in queue before being counted in nFlowOutAcd. See nFlowOutAcd for more information.

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nStartWaitAlertAcdCalls int False No

Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval.

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nStartActiveAcdCalls int False No

Number of ACD interactions that were active with an agent at start of the interval.

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nStartHeldAcdCalls int False No

Number of ACD interactions that were held at start of the interval.

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nEndWaitAlertAcdCalls int False No

Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval.

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nEndActiveAcdCalls int False No

Number of ACD interactions that are active with an agent at the end of the interval.

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nEndHeldAcdCalls int False No

Number of ACD interactions that are held at the end of the interval.

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nTransferWithinAcdCalls int False No

Not implemented for this release.

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nTransferOutAcdCalls int False No

Currently not implemented in this release.

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nDisconnectAcd int False No

Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. The main utility of this value is in validating that all interactions that entered the queue were counted correctly.

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tAgentAcdLoggedIn int False No

Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the Status allows ACD calls box checked. By default, only the Available status has this box checked. All three conditions must be met to count toward tAgentAcdLoggedIn time. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls. This statistic can be used to track Idle Time.

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tAgentAcdLoggedIn2 int False No

Same as tAgentAcdLoggedIn but the agent's status has no effect to this statistic.

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tAgentLoggedInDiluted int False No

Not meaningful relative to an agent queue because an agent cannot be a member of more than one agent queue. See IWrkgrpQueueStats.

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CustomValue1 int False No

Custom value for customer use.

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CustomValue2 int False No

Custom value for customer use.

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CustomValue3 int False No

Custom value for customer use.

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CustomValue4 int False No

Custom value for customer use.

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CustomValue5 int False No

Custom value for customer use.

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CustomValue6 int False No

Custom value for customer use.

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nSecuredIVR int True No

Not currently implemented.

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tSecuredIVR int True No

Not currently implemented.

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tAgentLoggedIn int True No

The time, in seconds, that the agent was logged in to the client. This time is divided between the agent's statuses in tAgentOnAcdCall, tAgentOnOtherAcdCal, tAgentInAcw, tAgentOnNonAcdCall, tAgentAvailable, tAgentDnd, and tAgentNotAvailable.

The values in these status fields are adjusted up or down so their sum equals tAgentLoggedIn. Because rounding differences can cause loss of seconds whenever one time is summed as parts broken down by seconds, rounded values are adjusted to insure there is no difference in the sum.

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tAgentAvailable int True No

Sum of time, in seconds, agents were in an available status, whether or not the agent is activated. This column relates specifically to the agent and not the interaction type, meaning it is not limited to ACDavailable statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

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tAgentDnd int True No

Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDND is part of a set of values that must always sum up to tAgentLoggedIn. It is driven by the combination of ACD availability and client status.

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tAgentTalk int True No

Sum of time, in seconds, the agent was on ACD interactions from first Client_Connected until end of ACW for this queue.

Note: tAgentTalk is tTalkACD + tACW, and should be thought of as tHandleTime.

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tAgentOtherBusy int True No

Sum of the time, in seconds, agents were working on interactions (ACD and non-ACD) for queues other this one.

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tAgentOnAcdCall int True No

Sum of the time in seconds the agent was working on ACD connected interactions for the workgroup

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tAgentOnOtherAcdCall int True No

Sum of the time in seconds the agent was working on ACD connected interactions for other workgroups

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tAgentInAcw int True No

Sum of the time, in seconds the agent was in an After Call Work state.

Note: tAgentInAcw is for the Workgroup and User rows of statistics that are associated with tACW, and will include the tACW time. For other rows, tACW will not be included in tAgentInAcw, but instead will be counted as ACD time of another Workgroup and be in tAgentOnOtherAcdCall and tAgentOtherBusy. For non-ACW time, manual follow-up not associated with an ACD interaction, the time in a follow-up status will be included in tAgentInAcw and tAgentStatusACW.

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tAgentOnNonAcdCall int True No

Sum of the time, in seconds the agent was working on non-ACD interactions.

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tAgentNotAvailable int True No

Sum of the time, in seconds, the agent was not available to take ACD interactions, but was logged in to the system.

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SQL Constraints

Primary Key Name Type Column Name (sort order)
PK_AgentStatistics Clustered StatisticsSet (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_AgentStatistics_StatSet StatisticsSet StatProfile StatisticsSet Yes