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The Statistics Group Queue Service Level Overflows View.

SGServiceLevel_viw View

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.

  • 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. This identifier can be used to join back to IStatsGroup view.

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cName nvarchar (50) False Depends on customer usage

The name of the distribution queue that originated these statistics.

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cReportGroup nvarchar (50) False No

The 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, an 'S' will be entered to signify the type is a statistics group.

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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

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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AnsweredSLTarget int True No

The number of ACD interactions answered in the target service level.

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AbandonedSLTarget int True No

The number of ACD interactions abandoned in the target service level.

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nAnsweredAcdSvcLvl1 int True No

The number of ACD interactions answered in the 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

The number of ACD interactions answered in the second service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl3 int True No

The number of ACD interactions answered in the third service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl4 int True No

The number of ACD interactions answered in the fourth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl5 int True No

The number of ACD interactions answered in the fifth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl6 int True No

The number of ACD interactions answered in the sixth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl7 int True No

The number of ACD interactions answered in the seventh service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl8 int True No

The number of ACD interactions answered in the eighth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl9 int True No

The number of ACD interactions answered in the ninth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl10 int True No

The number of ACD interactions answered in the tenth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl11 int True No

The number of ACD interactions answered in the eleventh service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl12 int True No

The number of ACD interactions answered in the twelfth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl13 int True No

The number of ACD interactions answered in the thirteenth service level. See nAnsweredAcdSvcLvl1.

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nAnsweredAcdSvcLvl14 int True No

The number of ACD interactions answered in the fourteenth service level. See nAnsweredAcdSvcLvl1.

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nAbandonAcdSvcLvl1 int True No

The number of ACD interactions abandoned in the 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

The number of ACD interactions abandoned in the second service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl3 int True No

The number of ACD interactions abandoned in the third service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl4 int True No

The number of ACD interactions abandoned in the fourth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl5 int True No

The number of ACD interactions abandoned in the fifth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl6 int True No

The number of ACD interactions abandoned in the sixth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl7 int True No

The number of ACD interactions abandoned in the seventh service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl8 int True No

The number of ACD interactions abandoned in the eighth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl9 int True No

The number of ACD interactions abandoned in the ninth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl10 int True No

The number of ACD interactions abandoned in the tenth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl11 int True No

The number of ACD interactions abandoned in the eleventh service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl12 int True No

The number of ACD interactions abandoned in the twelfth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl13 int True No

The number of ACD interactions abandoned in the thirteenth service level. See nAbandonAcdSvcLvl1.

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nAbandonAcdSvcLvl14 int True No

The number of ACD interactions abandoned in the fourteenth service level. See nAbandonAcdSvcLvl1.

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SiteId smallint False No

The 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

A 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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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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