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Interval Workgroup Statistics Fact Table

DQStatistics Table

Interval Workgroup Statistics Fact Table

The fact table for the interval workgroup statistics. This comprises workgroup queue statistics data for the IWrkgrpQueueStats view. See IWrkgrpQueueStats 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. An interaction is only counted as having entered once relative to this queue assignment.

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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 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. See the section in the Interval Queue Data summary section earlier in this document for more information on abandons.

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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 (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 agents that were members of this queue. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. An interaction is only counted as answered once relative to this queue assignment. If the interaction is transferred to another agent within the same distribution queue and is answered by another agent, it is still only counted once. Voice mail interactions are considered abandons and do not count towards nAnsweredAcd. This value can exceed nEnteredACD for a distribution queue because interactions can enter the queue in the previous interval and be answered in the current interval.

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nAnswered int False No

Number of all interactions (ACD and non-ACD) that were answered by the agents that were members of this queue. 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. For more information, see the description of service levels in the Interval Queue Data summary section above.

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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

Number of ACD interactions answered in first service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl2 int False No

Number of ACD interactions answered in second service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl3 int False No

Number of ACD interactions answered in third service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl4 int False No

Number of ACD interactions answered in fourth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl5 int False No

Number of ACD interactions answered in fifth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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nAnsweredAcdSvcLvl6 int False No

Number of ACD interactions answered in sixth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section earlier in this document.

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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

Number of ACD interactions abandoned in first service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl2 int False No

Number of ACD interactions abandoned in second service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl3 int False No

Number of ACD interactions abandoned in third service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl4 int False No

Number of ACD interactions abandoned in fourth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl5 int False No

Number of ACD interactions abandoned in fifth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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nAbandonAcdSvcLvl6 int False No

Number of ACD interactions abandoned in sixth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section.

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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 'Client_Connected' state. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

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mtAnsweredAcd int False No

The maximum time, in seconds, an ACD interaction was in the queue before entering a 'Client_Connected' state. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

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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 during this interval. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue.

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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 related 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, agents 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.

 4.0.106.453 4.0 Release
nAcwCalls int False No

Number of outbound interactions made by agents during After Call Work time. If an 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. It is assumed 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 ACD or conditions on the agent 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 being connected to a user.

Only set for Call interaction types.

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nNotAnsweredAcd int False No

Number of ACD interactions that were not answered when presented to agents as an 'Alerting' interaction.

The nNotAnsweredAcd column is only incremented when an interaction that is presented to an agent as an 'Alerting' interaction is not answered and the interaction is removed from the queue without reaching an inactive state. For example, when a call enters a marketing queue and alerts agent1 and then agent--and neither agent answers the call--and agent3 is alerted and answers the call, nNotAnsweredAcd is incremented by 1 for agent1 and agent2, but is not incremented for agent3 and the marketing workgroup queue.

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tAlertedAcd int False No

Sum of the time, in seconds, ACD interactions spent in an 'Alerting' state on agent queues. 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. nNotAnsweredAcd interactions will also count towards nFlowOutAcd

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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. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue.

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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

Not implemented for 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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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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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.

 4.0.106.453 4.0 Release

SQL Constraints

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

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