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Interval-based interaction statistics associated with distribution queues

IWrkgrpQueueStats View

Interval-based interaction statistics associated with distribution queues

The Workgroup Queue Statistics Interval view (IWrkgrpQueueStats) contains interval-based interaction statistics associated with distribution queues. The automated StatServer's logging inserts data into the underlying tables that make up this view for each workgroup/queue for which there was activity or agents logged in.

  • Last Changed Version - 17.4.0.0
  • Last Changed Reason - IC-128607 Zeroed out tStatusGroup* columns in iWrkgrpQueueStats view.

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 Depends on customer usage

Name of the distribution queue that originated these statistics.

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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.

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cHKey3 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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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.

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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.

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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 might be visible in the reports. See Appendix B for more information.

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dIntervalStartUTC datetime True No

Holds dIntervalStart time UTC.

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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.

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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. An interaction is only counted as having entered once relative to this queue assignment.

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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 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. See the section in the Interval Queue Data summary section earlier in this document for more information on abandons.

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

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nAnswered int True No

Number of all interactions (ACD and non-ACD) that were answered by the agents that were members of this queue. 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. For more information, see the description of service levels in the Interval Queue Data summary section above.

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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

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 earlier in this document.

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nAnsweredAcdSvcLvl2 int True No

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

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nAnsweredAcdSvcLvl3 int True No

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

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nAnsweredAcdSvcLvl4 int True No

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

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nAnsweredAcdSvcLvl5 int True No

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

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nAnsweredAcdSvcLvl6 int True No

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

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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

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 above.

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nAbandonAcdSvcLvl2 int True No

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

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nAbandonAcdSvcLvl3 int True No

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

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nAbandonAcdSvcLvl4 int True No

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

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nAbandonAcdSvcLvl5 int True No

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

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nAbandonAcdSvcLvl6 int True No

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

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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 'Client_Connected' state. 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.

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mtAnsweredAcd int True No

The maximum time, in seconds, an ACD interaction was in the queue before entering a 'Client_Connected' state. 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.

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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 during this interval. 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.

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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 related 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, agents 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. (Not Implemented or used in current version, but it is set when using Interaction Dialer.)

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tInternToInternCalls int True No

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

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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 an ACD interaction.

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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, 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. It is assumed 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 ACD or conditions on the agent 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 being connected to a user.

Only set for Call interaction types.

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nNotAnsweredAcd int True No

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

The nNotAnsweredAcd column is only incremented when an interaction that is presented to an agent as an 'Alerting' interaction is not answered and the interaction is removed from the queue without reaching an inactive state. For example, when a call enters a marketing queue and alerts agent1 and then agent--and neither agent answers the call--and agent3 is alerted and answers the call, nNotAnsweredAcd is incremented by 1 for agent1 and agent2, but is not incremented for agent3 and the marketing workgroup queue.

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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.

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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. nNotAnsweredAcd interactions will also count towards nFlowOutAcd

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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. 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.

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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 an 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 an 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

Not implemented for this release.

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nTransferOutAcdCalls int True No

Not implemented for 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 ACD-available 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, agents were 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, 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.

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tAgentOnNonAcdCall int True No

Sum of the time, in seconds, agents were 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 one of a group of values which might correlate to tAgentLoggedIn time. 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, agents were not available to take ACD interactions, but were 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 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.

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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, 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.

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tAgentStatusAcw int True 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.

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tAgentLoggedInDiluted int True 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.

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tStatusGroupFollowup int True No

This value is not currently supported.

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tStatusGroupBreak int True No

This value is not currently supported.

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tStatusGroupTraining int True No

This value is not currently supported.

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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 column 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 column 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.

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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.

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SiteId smallint False No

Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data.

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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

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I3TimeStampGMT datetime False No

System supplied date time when the row was sent to the IC Logging server for insertion into the underlying table.

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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.

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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.

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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.

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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.

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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.

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SchemaMajorVersion tinyint False No

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

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SchemaMinorVersion tinyint False No

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

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