Distribution Queue Service Level View
More than six service level distribution buckets can be configured. These additional service level statistics or service level overflows are stored in a separate table apart from the underlying queue period statistics table. The underlying table is called DQServiceLevelOverflows. A view is introduced to include those buckets as well as the first, original six called DQServiceLevel_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 IWrkgrpQueueStats view. |
4.0.106.453 | 4.0 Release |
| cName | nvarchar (50) | False | Depends on customer usage | Name of the distribution queue that originated these statistics. |
4.0.106.453 | 4.0 Release |
| cReportGroup | nvarchar (50) | False | Yes | Subgroup for cName. A special '*' report group represents the sum of all activity for the cName in this interval. Any custom report groups that might be assigned to interactions that the distribution queue handles are also automatically added to the records associated with the cName. |
4.0.106.453 | 4.0 Release |
| cHKey3 | nvarchar (50) | False | No | This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback. |
4.0.106.453 | 4.0 Release |
| cHKey4 | nvarchar (50) | False | No | This represents the fourth level of hierarchy grouping in terms of reporting. This field will not be used in a typical implementation. This field will have a default value of '*'. For more information, see the record type hierarchy section in the Interval Queue Data summary. |
4.0.106.453 | 4.0 Release |
| cType | char (1) | False | No | Type of queue statistics data. In the case of the Workgroup Queue Statistics Interval view, a "W" will be entered to signify the type is a distribution queue. |
4.0.106.453 | 4.0 Release |
| dIntervalStart | datetime | False | No | Starting date/time of the interval based on the local time that the physical IC server resides in. The interval is configured under Report Configuration tab in IA. The default interval is 1800 seconds (30 minutes) and is always relative to the hour. In some cases, the interval start times might not be exactly on the hour. This is usually due to stopping and starting CIC. These odd interval start times might be visible in the reports. |
4.0.106.453 | 4.0 Release |
| dIntervalStartUTC | datetime | True | No | Holds dIntervalStart time UTC. |
4.0.106.453 | 4.0 Release |
| nDuration | int | False | No | Duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length. |
4.0.106.453 | 4.0 Release |
| AnsweredSLTarget | int | True | No | The number of ACD interactions answered in the target service level. |
4.0.106.453 | 4.0 Release |
| AbandonedSLTarget | int | True | No | The number of ACD interactions abandoned in the target service level. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl1 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl2 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl3 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl4 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl5 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl6 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl7 | int | True | No | Number of ACD interactions answered in seventh 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl8 | int | True | No | Number of ACD interactions answered in eigth 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl9 | int | True | No | Number of ACD interactions answered in 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl10 | int | True | No | Number of ACD interactions answered in 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl11 | int | True | No | Number of ACD interactions answered in 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl12 | int | True | No | Number of ACD interactions answered in 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl13 | int | True | No | Number of ACD interactions answered in 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. |
4.0.106.453 | 4.0 Release |
| nAnsweredAcdSvcLvl14 | int | True | No | Number of ACD interactions answered in 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl1 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl2 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl3 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl4 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl5 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl6 | int | True | 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl7 | int | True | No | Number of ACD interactions abandoned in seventh 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl8 | int | True | No | Number of ACD interactions abandoned in eighth 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl9 | int | True | No | Number of ACD interactions abandoned in 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl10 | int | True | No | Number of ACD interactions abandoned in 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl11 | int | True | No | Number of ACD interactions abandoned in 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl12 | int | True | No | Number of ACD interactions abandoned in 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl13 | int | True | No | Number of ACD interactions abandoned in 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. |
4.0.106.453 | 4.0 Release |
| nAbandonAcdSvcLvl14 | int | True | No | Number of ACD interactions abandoned in 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. |
4.0.106.453 | 4.0 Release |
| SiteId | smallint | False | No | Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data. |
4.0.106.453 | 4.0 Release |
| SubSiteId | int | False | No | Not used in this version. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use. |
4.0.106.453 | 4.0 Release |
| I3TimeStampGMT | datetime | False | No | System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table. |
4.0.106.453 | 4.0 Release |
| DimensionSet | int | False | No | The unique identifier referencing a set of report hierarchies. This identifier can be translated back to the report hierarchies with StatDimensions table. The system reuses the DimensionSet for identical report hierarchies set. |
4.0.106.453 | 4.0 Release |
| ConfigurationSet | int | False | No | The unique identifier referencing a set of service level configuration settings. The system reuses the ConfigurationSet for identical service level configuration settings. |
4.0.106.453 | 4.0 Release |
| nServiceLevel | int | False | No | The target service level configuration setting in seconds that this statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL. |
4.0.106.453 | 4.0 Release |
| cServiceLevels | varchar (1024) | True | No | A string in XML format that consists of service level bucket configuration that the statistics row was tabulated against. In the case that the row summarizes multiple workgroups and or media type, this field will be NULL. |
4.0.106.453 | 4.0 Release |