Agent Service Level Overflows View
More than six agent service level buckets can be configured. These additional service level statistics or service level overflows are stored in a separate table apart from the underlying agent period statistics table. A view is introduced to include those buckets as well as the first, original six called AgentServiceLevel_viw.
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason |
|---|---|---|---|---|---|---|
| StatisticsSet | int | False | No | A unique identifier representing this row. This identifier can be used to join back to IAgentQueueStats view. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| OverflowGroupSet | int | False | No | Service level overflows are either group set 1 or group set 2, providing a total of 8 additional service level buckets (6 in group set 1, and 2 in group set 2) for both answer and abandon service levels. This table is utilized by the AgentServiceLevel_viw view. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl1 | int | True | No | Number of ACD interactions answered in the seventh (or thirteenth) 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl2 | int | True | No | Number of ACD interactions answered in the eighth (or fourteenth) 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl3 | int | True | No | Number of ACD interactions answered in the ninth 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl4 | int | True | No | Number of ACD interactions answered in the tenth 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl5 | int | True | No | Number of ACD interactions answered in the eleventh 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl6 | int | True | No | Number of ACD interactions answered in the twelfth 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAbandonAcdSvcLvl1 | int | True | No | Number of ACD interactions abandoned in the seventh (or thirteenth) 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAbandonAcdSvcLvl2 | int | True | No | Number of ACD interactions abandoned in the eighth (or fourteenth) 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAbandonAcdSvcLvl3 | int | True | No | Number of ACD interactions abandoned in the ninth 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAbandonAcdSvcLvl4 | int | True | No | Number of ACD interactions abandoned in the tenth 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAbandonAcdSvcLvl5 | int | True | No | Number of ACD interactions abandoned in the eleventh 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| nAbandonAcdSvcLvl6 | int | True | No | Number of ACD interactions abandoned in the twelfth 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. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| dIntervalStartUTC | datetime | True | No | Holds dIntervalStart time UTC. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |
| SiteId | smallint | False | No | Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC. |
17.4.0.0 | Added for data extraction from AgentServiceLevelOverflows table. |