Expand All Collapse All
Interval-based interaction statistics associated with statistics groups (STIDs)

IStatsGroup View

Interval-based interaction statistics associated with statistics groups (STIDs)

Statistics groups, also referred to as STIDs, or STatistic IDentifiers, are queue-like containers for interactions. CIC uses these views to categorize interactions for statistical purposes. CIC typically uses them to track statistics for interactions on a level higher than real distribution queues. You can group together the information for interactions that traverse several queues, even though the interactions also reside on different queues. Because of this grouping, you can track the statistics of interactions regardless of their distribution queue assignments.

The statistics CIC generates for interactions in statistical groups are limited to information about the interactions, and do not include the additional tAgent values CIC generates for distribution queues and agent queues. See the Interval Queue Data summary section above for more information on Comparing Interval Queue Data.

You cannot associate an STID with agents. Therefore, the STID does not have any purely agent-related information available for collection. The system collects time agents spend on interactions, but any time an agent spends that is not directly associated with an interaction cannot be tracked by a statistics group.

  • 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
StatisticsSet int False No

A unique identifier representing this row.

 4.0.106.453 4.0 Release
cName nvarchar (50) False Depends on customer usage

Name of the Statistics Group (STID) 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 can be assigned to interactions before they are assigned to the STID 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 'Record Type Hierarchy' earlier in this document.

 4.0.106.453 4.0 Release
cType char (1) False No

Type of queue statistics data. In the case of the Statistics Group Interval view, an 'S' is entered to signify the type is a STID.

 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. See Appendix B for more information.

 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
nEnteredAcd int True No

The number of ACD related interactions that entered this STID 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 STID assignment.

 4.0.106.453 4.0 Release
nAbandonedAcd int True No

The number of ACD related interactions that abandoned this STID during the interval. Interactions that are reassigned from one STID to another STID (where no agent ever answers the interaction in the first STID) will not show up in nAbandonedACD or nTransferACD. They will only show in nFlowOutAcd. See the section in the Interval Queue Data summary section above for more information on abandons.

 4.0.106.453 4.0 Release
nGrabbedAcd int True No

This value is not currently supported.

 4.0.106.453 4.0 Release
nLocalDisconnectAcd int True No

Number of ACD 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.

 4.0.106.453 4.0 Release
nLocalDisconnectAgentAlertAcd int True No

The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected.

 4.0.106.453 4.0 Release
nLocalDisconnectAgentAcd int True No

The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected.

 4.0.106.453 4.0 Release
nAlertedAcd int True No

Number of ACD related interactions that were in an 'Alerting' state while in this STID (interactions which transition to 'Alerting' more than once are counted once).

 4.0.106.453 4.0 Release
nAnsweredAcd int True No

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

 4.0.106.453 4.0 Release
nAnswered int True No

Number of all interactions (ACD and non-ACD) that were answered by the agents while assigned to this STID. Answered interactions are interactions that reached a 'Client_Connected' state with an agent. See nAnsweredAcd for more information.

 4.0.106.453 4.0 Release
nAcdSvcLvl int True 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.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl int True No

The number of ACD interactions answered in the target service level. This column does not usually apply for agents.

 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 call becomes an ACD call; which is not necessarily the same as when it is assigned to the STID. For more information, see the description of service levels in the Interval Queue Data summary section above.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl2 int True No

Number of ACD interactions answered in second service level. See nAnsweredAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl3 int True No

Number of ACD interactions answered in third service level. See nAnsweredAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl4 int True No

Number of ACD interactions answered in fourth service level. See nAnsweredAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl5 int True No

Number of ACD interactions answered in fifth service level. See nAnsweredAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAnsweredAcdSvcLvl6 int True No

Number of ACD interactions answered in Sixth service level. See nAnsweredAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl int True No

The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents.

 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 call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID. For more information, see the description of service levels and abandoned calls in the Interval Queue Data summary section above.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl2 int True No

Number of ACD interactions abandoned in second service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl3 int True No

Number of ACD interactions abandoned in third service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl4 int True No

Number of ACD interactions abandoned in fourth service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl5 int True No

Number of ACD interactions abandoned in fifth service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
nAbandonAcdSvcLvl6 int True No

Number of ACD interactions abandoned in sixth service level. See nAbandonAcdSvcLvl1.

 4.0.106.453 4.0 Release
tGrabbedAcd int True No

This value is not currently supported.

 4.0.106.453 4.0 Release
tAnsweredAcd int True No

The sum of the time, in seconds, all ACD interactions assigned to the STID spent before entering 'Client_Connected' state. The time tracked begins from the point the call becomes an ACD call; which is not necessarily the same as when it was assigned to the STID.

 4.0.106.453 4.0 Release
mtAnsweredAcd int True No

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

 4.0.106.453 4.0 Release
tAbandonedAcd int True No

The sum of the time, in seconds, all abandoned ACD interactions assigned to the STID were in the STID before they abandoned during this interval. The time tracked begins from the point the call becomes an ACD call, which is not necessarily the same as when it was assigned to the STID.

 4.0.106.453 4.0 Release
tTalkAcd int True No

The sum of the time, in seconds, all ACD interactions assigned to the STID spent from when they first entered a 'Client_Connected' state until the time the ACD interactions went inactive or flowed out of the STID. 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 been assigned to the STID 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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
nHoldAcd int True No

Number of ACD related interactions that were placed on hold while assigned to the STID.

 4.0.106.453 4.0 Release
tHoldAcd int True No

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

 4.0.106.453 4.0 Release
nSuspendedAcd int True No

For future changes.

 4.0.106.453 4.0 Release
tSuspendedAcd int True No

For future changes.

 4.0.106.453 4.0 Release
nHeldSpanAcd int True No

For future changes.

 4.0.106.453 4.0 Release
nAcw int True No

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

 4.0.106.453 4.0 Release
tAcw int True 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 assigned to the STID 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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
tExternToInternCalls int True No

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

 4.0.106.453 4.0 Release
tExternToInternAcdCalls int True No

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

 4.0.106.453 4.0 Release
tInternToExternCalls int True No

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

 4.0.106.453 4.0 Release
tInternToExternAcdCalls int True No

Sum of seconds for ACD interactions from internal extensions to external locations. (Not Implemented or used in this release, but it is set when using Interaction Dialer)

 4.0.106.453 4.0 Release
tInternToInternCalls int True No

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

 4.0.106.453 4.0 Release
tInternToInternAcdCalls int True No

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

 4.0.106.453 4.0 Release
nAcwCalls int True No

Number of outbound interactions made by agents during After Call Work time. If an agent places an interaction after handling an ACD interaction assigned to the STID, that interaction, or any other interaction placed during the ACW time, is considered a nACWcall. The STID assignment is made on the initial ACD interaction and the ACW time is associated with that interaction and STID along with any outbound interaction made by the agent during the ACW time.

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 that would count as an Acw interaction, 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.

 4.0.106.453 4.0 Release
tAcwCalls int True No

Sum of time, in seconds, agents spent on outbound interactions during After Call Work time associated with an interaction that was assigned to the STID. Also see nAcwCalls.

 4.0.106.453 4.0 Release
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 being connected to a user.

Only set for Call interaction types.

 4.0.106.453 4.0 Release
nNotAnsweredAcd int True No

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

 4.0.106.453 4.0 Release
tAlertedAcd int True No

Sum of the time, in seconds, ACD interactions spent in an 'Alerting' state on agent queues. Also referred to as ring time.

 4.0.106.453 4.0 Release
nFlowOutAcd int True No

The number of ACD interactions that flowed out during this interval. Flow outs are defined as interactions that were removed from the STID 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 assigned to a STID to not reach an inactive state, and thus flow out, would be an interaction not answered or abandoned before the interaction is removed to the STID.

 4.0.106.453 4.0 Release
tFlowOutAcd int True No

Sum of seconds ACD interactions were assigned to the STID 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 is assigned to the STID.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
nStartActiveAcdCalls int True No

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

 4.0.106.453 4.0 Release
nStartHeldAcdCalls int True No

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

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
nEndActiveAcdCalls int True No

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

 4.0.106.453 4.0 Release
nEndHeldAcdCalls int True No

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

 4.0.106.453 4.0 Release
nTransferWithinAcdCalls int True No

Not implemented in the current release. Number of ACD interactions transferred within this STID.

 4.0.106.453 4.0 Release
nTransferOutAcdCalls int True No

Not implemented in the current release. Number of ACD interactions transferred out of this STID.

 4.0.106.453 4.0 Release
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.

 4.0.106.453 4.0 Release
CustomValue1 int True No

Custom value for customer use.

 4.0.106.453 4.0 Release
CustomValue2 int True No

Custom value for customer use.

 4.0.106.453 4.0 Release
CustomValue3 int True No

Custom value for customer use.

 4.0.106.453 4.0 Release
CustomValue4 int True No

The default value is set to mtAbandonedACD. 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.

 4.0.106.453 4.0 Release
CustomValue5 int True No

The default value is set to nMessageACD. NMessageACD is the number of ACD interactions that went to a message state (voice mail for interactions) during the interval. It should be noted 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.

 4.0.106.453 4.0 Release
CustomValue6 int True No

The default value is set to nRequestedSuperAssistACD. NRequestSuperAssistACD 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.

 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 the current release. 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