The Statistics Group Queue Service Level Overflows View
Similar to Workgroup Queue Interval view, the additional service level statistics or service level overflows are stored in a separate table apart from the underlying queue period statistics table. The underlying table is called SGServiceLevelOverflows. A view is introduced to include those buckets as well as the first, original six: SGServiceLevel_viw.
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason |
|---|---|---|---|---|---|---|
| StatisticsSet | int (4) | False | No | A unique identifier representing this row. This identifier can be used to join back to IWrkgrpQueueStats view. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| OverflowGroupSet | int (4) | False | No | Service level overflows are either group set 1 or group set 2, providing a total of 8 additional service level buckets (6 in group set 1, and 2 in group set 2) for both answer and abandon service levels. This table is utilized by the SGServiceLevel_viw view. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl1 | int (4) | True | No | Number of ACD interactions answered in seventh (or thirteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl2 | int (4) | True | No | Number of ACD interactions answered in eighth (or fourteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl3 | int (4) | True | No | Number of ACD interactions answered in ninth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl4 | int (4) | True | No | Number of ACD interactions answered in tenth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl5 | int (4) | True | No | Number of ACD interactions answered in eleventh service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAnsweredAcdSvcLvl6 | int (4) | True | No | Number of ACD interactions answered in twelfth service level. The time tracked begins from the point the interaction becomes an ACD interaction, which is not necessarily the same as when it enters the queue. For more information, see the description of service levels in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAbandonAcdSvcLvl1 | int (4) | True | No | Number of ACD interactions abandoned in seventh (or thirteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAbandonAcdSvcLvl2 | int (4) | True | No | Number of ACD interactions abandoned in eighth (or fourteenth) service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAbandonAcdSvcLvl3 | int (4) | True | No | Number of ACD interactions abandoned in ninth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAbandonAcdSvcLvl4 | int (4) | True | No | Number of ACD interactions abandoned in tenth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAbandonAcdSvcLvl5 | int (4) | True | No | Number of ACD interactions abandoned in eleventh service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| nAbandonAcdSvcLvl6 | int (4) | True | No | Number of ACD interactions abandoned in twelfth service level. The time tracked begins from the point the interaction becomes an ACD interaction; which is not necessarily the same as when it enters the queue. For more information, see the description of service levels and abandoned interactions in the Interval Queue Data summary section. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| dIntervalStartUTC | datetime (8) | True | No | Holds dIntervalStart time UTC. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |
| SiteId | smallint (2) | False | No | Site identifier of the source for this record. Used in multi-site installations to distinguish the origin of the record. Configured when setting up CIC. |
17.4.0.0 | Added for data extraction from SGServiceLevelOverflows table. |