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Interval Agent/User Queue Statistics

IAgentQueueStats View

Interval Agent/User Queue Statistics

In CIC, all Agent/Users have their own User Queue that is responsible for presenting interactions directed to the agent/user. Interactions on the user queue appear in the My Interactions box on the Interactions page of the Interaction Client. The Agent Queue Statistics Interval view contains the interval interaction statistics associated with the Agent/Users User Queue. For more information on agent state and status reporting unrelated to the QPS interval, see the &rquot;Agent Activity Table&rquot; section earlier in this document.

  • Last Changed Version - 17.1.0.324
  • Last Changed Reason - Reverted to an older version to fix performance issues.

SQL Column Definitions

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.

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cName nvarchar (50) False Yes

Name of the Agent/User queue that originated these statistics.

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cReportGroup nvarchar (50) False Depends on customer usage

Subgroup for cName. Agent/User queues automatically have a report group for each distribution queue that they are a member of. A special '*' report group represents the sum of all activity for the cName in this interval. Any custom report groups that may be assigned to interactions that the agent handles are also automatically added to the records associated with the cName.

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cHKey3 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.

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cHKey4 nvarchar (50) False No

This field is populated with the media type. Possible values include: Call, Email, Chat, Fax, Generic Object, and Callback.

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cType char (1) False No

Type of Queue statistics data. In the case of the Agent Queue Statistics Interval view, an A will be entered to signify the type is Agent/User.

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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 may be visible in the reports.

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dIntervalStartUTC datetime True No

Holds dIntervalStart time UTC.

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nDuration int False No

The duration in seconds of the interval. If dIntervalStart is an odd start time, the duration of the interval will have a non standard length.

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nEnteredAcd int True 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 True 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 True No

This value is not currently supported.

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nLocalDisconnectAcd int True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True No

This value is not currently supported.

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tAnsweredAcd int True 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 True 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 True No

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

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tTalkAcd int True 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 True 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 True No

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

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tHoldAcd int True No

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

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nSuspendedAcd int True No

For future changes.

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tSuspendedAcd int True No

For future changes.

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nHeldSpanAcd int True No

For future changes.

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nAcw int True No

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

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tAcw int True 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 True 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 True 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.

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nExternToInternAcdCalls int True 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 True 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 True 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 True 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 True 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 True No

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

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tExternToInternAcdCalls int True No

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

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tInternToExternCalls int True No

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

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tInternToExternAcdCalls int True No

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

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tInternToInternCalls int True No

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

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tInternToInternAcdCalls int True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True 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 True No

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

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nStartHeldAcdCalls int True No

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

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nEndWaitAlertAcdCalls int True 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 True No

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

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nEndHeldAcdCalls int True No

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

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nTransferWithinAcdCalls int True No

Currently not implemented in this release.

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nTransferOutAcdCalls int True No

Currently not implemented in this release.

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nDisconnectAcd int True 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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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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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, the agent was 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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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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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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tAgentAcdLoggedIn int True 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 True No

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

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tAgentStatusDnd int True No

Sum of the time, in seconds, the agent was 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 can 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.

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tAgentStatusAcw int True No

Sum of the time, in seconds, the agent was 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 can 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.

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tAgentLoggedInDiluted int True 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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tStatusGroupFollowup int True No

Sum of the time, in seconds, the agent was 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.

Note: For the IAgentQueueStats view, the tStatusGroupFollowup column will always be 0 (zero) in the workgroup row, and the value is populated only for the workgroup summary row.

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tStatusGroupBreak int True No

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

Note: For the IAgentQueueStats view, the tStatusGroupBreak column will always be 0 (zero) in the workgroup summary row.

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tStatusGroupTraining int True No

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

Note: For the IAgentQueueStats view, the tStatusGroupTraining column will always be 0 (zero) in the workgroup summary row.

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CustomValue1 int True No

Custom value for customer use.

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CustomValue2 int True No

Custom value for customer use.

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CustomValue3 int True No

Custom value for customer use.

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CustomValue4 int True No

The default value is set to mtAbandonedACD. The mtAbandonedACD is the maximum amount of time a customer waited before they abandoned in an interval. If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

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CustomValue5 int True No

The default value is set to nMessageACD. The NMessageACD is the number of ACD interactions that went to a message state, voice mail for interactions, during the interval. Please note that subtracting this value from nAbandonedACD will not give you a true voice mail count, since it is possible for interactions to go in and out of voice mail several times, or for an interaction to be answered and then sent to voice mail.

If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

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CustomValue6 int True No

The default value is set to nRequestedSuperAssis tACD. NRequestSuperAssistA CD is the number of supervisor-assist requests that were placed from the clients for ACD interaction during the interval.

If a customer is using this custom value for their own purpose their customizations will override this default setting and the customizations will continue to work as configured.

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nAllInternToExternCalls int True No

Sum of nInternToExternCalls for the current User (cName). Same as nInternToExternCalls when cReportGroup = '*' for the cName in this interval.

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nAllInternToExternAcdCalls int True No

Sum of nInternToExternAcdCalls for the current User (cName). Same as nInternToExternAcdCalls when ReportGroup = '*' for the cName in this interval.

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tAllInternToExternCalls int True No

Sum of tInternToExternCalls for the current User (cName). Same as tInternToExternCalls when cReportGroup = '*' for the cName in this interval.

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tAllInternToExternAcdCalls int True No

Sum of tInternToExternAcdCalls for the current User (cName). Same as tInternToExternAcdCalls when cReportGroup = '*' for the cName in this interval.

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tAllTalkAcd int True No

Sum of tTalkAcd for the current User (cName). Same as tTalkAcd when cReportGroup = '*' for the cName in this interval.

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tAllHoldAcd int True No

Sum of tHoldAcd for the current User (cName). Same as tHoldAcd when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllAgentOnAcdCall int True No

Sum of tAgentOnAcdCall for the current User (cName). Same as tAgentOnAcdCall when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
nAllInternToInternCalls int True No

Sum of nInternToInternCalls for the current User (cName). Same as nInternToInternCalls when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
nAllExternToInternCalls int True No

Sum of nExternToInternCalls for the current User (cName). Same as nExternToInternCalls when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
nAllExternToInternAcdCalls int True No

Sum of nExternToInternAcdCalls for the current User (cName). Same as nExternToInternAcdCalls when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllExternToInternCalls int True No

Sum of tExternToInternCalls for the current User (cName). Same as tExternToInternCalls when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllExternToInternAcdCalls int True No

Sum of tExternToInternAcdCalls for the current User (cName). Same as tExternToInternAcdCalls when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllAgentAvailable int True No

Sum of tAgentAvailable for the current User (cName). Same as tAgentAvailable when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllAgentInAcw int True No

Sum of tAgentInAcw for the current User (cName). Same as tAgentInAcw when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllAgentStatusDnd int True No

Sum of tAgentStatusDnd for the current User (cName). Same as tAgentStatusDnd when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllAgentLoggedIn int True No

Sum of tAgentLoggedIn for the current User (cName). Same as tAgentLoggedIn when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllAgentAcdLoggedIn2 int True No

Sum of tAgentAcdLoggedIn2 for the current User (cName). Same as tAgentAcdLoggedIn2 when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
tAllAgentAcdLoggedIn int True No

Sum of tAgentAcdLoggedIn for the current User (cName). Same as tAgentAcdLoggedIn when cReportGroup = '*' for the cName in this interval.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
SubSiteId int False No

Currently not used. 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
SummDimensionSet int True No

The unique identifier referencing a set of report hierarchies for summary dimensions. 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
SchemaMajorVersion tinyint False No

The major version that this row was written in. This is meant to distinguish migrated and native data.

 4.0.106.453 4.0 Release
SchemaMinorVersion tinyint False No

The minor version that this row was written in. This is meant to distinguish migrated and native data.

 4.0.106.453 4.0 Release