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Interval Workgroup Status Fact Table

DQStatus Table

Interval Workgroup Status Fact Table

The fact table for the interval workgroup status. This comprises workgroup queue status 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.

 4.0.106.453 4.0 Release
tAgentLoggedIn int False 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.

 4.0.106.453 4.0 Release
tAgentAvailable int False 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 ACD-available statuses or ACD workgroups. Ring time is currently included in the tAgentAvailable time.

 4.0.106.453 4.0 Release
tAgentOtherBusy int False No

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

 4.0.106.453 4.0 Release
tAgentOnAcdCall int False No

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

 4.0.106.453 4.0 Release
tAgentOnOtherAcdCall int False No

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

 4.0.106.453 4.0 Release
tAgentInAcw int False No

Sum of the time, in seconds, agents were 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.

 4.0.106.453 4.0 Release
tAgentOnNonAcdCall int False No

Sum of the time, in seconds, agents were working on non-ACD interactions.

 4.0.106.453 4.0 Release
tAgentDnd int False No

Sum of the time, in seconds, the agent was in a Do Not Disturb state. Also, tAgentDnd is one of a group of values which might correlate to tAgentLoggedIn time. It is driven by the combination of ACD availability and client status.

 4.0.106.453 4.0 Release
tAgentNotAvailable int False No

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

 4.0.106.453 4.0 Release
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 of the agent must be met to count toward tAgentAcdLoggedIn time: 1. Agent must be logged in; 2. Agent must be in a status that has Status Allows ACD calls selected; 3. Agent must be activated in the workgroup queue. This column does not count the time an agent is actively engaged in ACD interactions, for example, talking on ACD calls. Note: If given permission in IA, an agent can change his or her workgroup status in CIC clients, affecting individual workgroup totals.

This statistic can be used to track Idle Time.

 4.0.106.453 4.0 Release
tAgentAcdLoggedIn2 int False No

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

 4.0.106.453 4.0 Release
tAgentStatusDnd int False No

Sum of the time, in seconds, agents were in a 'Do Not Disturb' status as determined only by the current client status. If the current status is marked as DND, then DND time is accumulated. The value may differ from tAgentDND. If agents are allowed to set their status to a DND status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is DND, so they will also accumulate tAgentStatusDND.

 4.0.106.453 4.0 Release
tAgentStatusAcw int False No

Sum of the time, in seconds, agents were in an After Call Work status as determined only by the current client status. If the current status is marked as ACW, then ACW time is accumulated. The value may differ from tAgentInAcw. If agents are allowed to set their status to an ACW status while on an ACD interaction, then they still accumulate time in tAgentOnAcdCall, but their status is ACW, so they will also accumulate tAgentStatusAcw.

Note tAgentStatusACW is any time spent in a follow-up Status. This attribute is one of the agent only statistics so it is not found in rows of statistics below Work Group/Distribution Queue and User Queue, i.e., Media Type and Skill.

 4.0.106.453 4.0 Release
tAgentLoggedInDiluted int False No

The diluted logged in time, in seconds, for agents who are members of this queue. Calculated by dividing the time the agents were logged in by the number of queues the agents were a member of. For example, if this queue has 10 agents who were only members of this queue and were logged in for 1800 seconds, the value would be 18000. If 5 of these agents became members of a second queue and were logged in for the same amount of time to the second queue, the value would be 900 x 5 which is 4500 plus 9000 (for the 5 agents who were not a member of any other queue) for a total of 13500.

 4.0.106.453 4.0 Release
tStatusGroupFollowup int False No

Sum of time, in seconds, agents were in any status that belongs to the status group 'Followup'. A Status Group is any grouping of agent status messages. There are five predefined groups in CIC: Available, Break, Followup, Training, and Unavailable. Beyond just grouping statuses, Status Groups provide a way to track specific time in a status as part of the interval information of an agent or distribution queue. See the StatusGroup column in the AgentActivityLog table for more information. It is possible to define your own custom groups. See the online help in Interaction Administrator for more information. It is also possible to make the group to status mapping a one to one mapping. No grouping is actually forced, just encouraged.

 4.0.106.453 4.0 Release
tStatusGroupBreak int False No

Sum of time, in seconds, agents were in any status that belongs to the status group Break. See tStatusGroupFollowup for more information.

 4.0.106.453 4.0 Release
tStatusGroupTraining int False No

Sum of time, in seconds, agents were in any status that belongs to the status group Training. See tStatusGroupFollowup for more information.

 4.0.106.453 4.0 Release

SQL Constraints

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

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