Interval Stat Group Statistics Fact View
The fact view for the interval stat group statistics. This comprises stat group statistics data for the IStatsGroup view. See IStatsGroup for further information.
| 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nEnteredAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAbandonedAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nGrabbedAcd | int (4) | False | No | This value is not currently supported. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nLocalDisconnectAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nLocalDisconnectAgentAlertAcd | int (4) | False | No | The same as nLocalDisconnectAcd but only for those interactions that were alerting in an agent queue while being locally disconnected. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nLocalDisconnectAgentAcd | int (4) | False | No | The same as nLocalDisconnectAcd but only for those interactions that were in an agent queue while being locally disconnected. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAlertedAcd | int (4) | False | 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). |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAnsweredAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAnswered | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAcdSvcLvl | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAnsweredAcdSvcLvl | int (4) | False | No | The number of ACD interactions answered in the target service level. This column does not usually apply for agents. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAnsweredAcdSvcLvl1 | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAnsweredAcdSvcLvl2 | int (4) | False | No | Number of ACD interactions answered in second 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAnsweredAcdSvcLvl3 | int (4) | False | No | Number of ACD interactions answered in third 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAnsweredAcdSvcLvl4 | int (4) | False | No | Number of ACD interactions answered in fourth 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAnsweredAcdSvcLvl5 | int (4) | False | No | Number of ACD interactions answered in fifth 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAnsweredAcdSvcLvl6 | int (4) | False | No | Number of ACD interactions answered in sixth 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAbandonAcdSvcLvl | int (4) | False | No | The number of ACD interactions abandoned in the target service level. This column does not usually apply for agents. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAbandonAcdSvcLvl1 | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAbandonAcdSvcLvl2 | int (4) | False | No | Number of ACD interactions abandoned in second 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAbandonAcdSvcLvl3 | int (4) | False | No | Number of ACD interactions abandoned in third 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAbandonAcdSvcLvl4 | int (4) | False | No | Number of ACD interactions abandoned in fourth 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAbandonAcdSvcLvl5 | int (4) | False | No | Number of ACD interactions abandoned in fifth 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAbandonAcdSvcLvl6 | int (4) | False | No | Number of ACD interactions abandoned in sixth 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tGrabbedAcd | int (4) | False | No | This value is not currently supported. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tAnsweredAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| mtAnsweredAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tAbandonedAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tTalkAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tTalkCompleteAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nHoldAcd | int (4) | False | No | Number of ACD related interactions that were placed on hold while assigned to the STID. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tHoldAcd | int (4) | False | No | The sum of the time, in seconds, all ACD interactions spent on hold while assigned to this STID. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nSuspendedAcd | int (4) | False | No | For future changes. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tSuspendedAcd | int (4) | False | No | For future changes. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nHeldSpanAcd | int (4) | False | No | For future changes. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAcw | int (4) | False | No | Counts the number of ACW sessions completed in the given period except manually initiated ACW sessions. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tAcw | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tAcwComplete | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nExternToInternCalls | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nExternToInternAcdCalls | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nInternToExternCalls | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nInternToExternAcdCalls | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nInternToInternCalls | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nInternToInternAcdCalls | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tExternToInternCalls | int (4) | False | No | Sum of seconds for all interactions from external locations to internal extensions. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tExternToInternAcdCalls | int (4) | False | No | Sum of seconds for ACD interactions from external locations to internal extensions. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tInternToExternCalls | int (4) | False | No | Sum of seconds for all interactions from internal extensions to external locations. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tInternToExternAcdCalls | int (4) | False | No | Sum of seconds for ACD interactions from internal extensions to external locations. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tInternToInternCalls | int (4) | False | No | Sum of seconds for all interactions from internal extensions to internal extensions. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tInternToInternAcdCalls | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nAcwCalls | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tAcwCalls | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nTransferedAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nNotAnsweredAcd | int (4) | False | No | Number of ACD interactions that were not answered when presented to agents as an 'Alerting' interaction. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tAlertedAcd | int (4) | False | No | Sum of the time, in seconds, ACD interactions spent in an 'Alerting' state on agent queues. Also referred to as ring time. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nFlowOutAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tFlowOutAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nStartWaitAlertAcdCalls | int (4) | False | No | Number of ACD interactions that were waiting to be answered or were alerting to be answered at the start of the interval. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nStartActiveAcdCalls | int (4) | False | No | Number of ACD interactions that were active with an agent at start of the interval. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nStartHeldAcdCalls | int (4) | False | No | Number of ACD interactions that were held at start of the interval. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nEndWaitAlertAcdCalls | int (4) | False | No | Number of ACD interactions that are waiting to be answered or were alerting to be answered at the end of the interval. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nEndActiveAcdCalls | int (4) | False | No | Number of ACD interactions that are active with an agent at the end of the interval. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nEndHeldAcdCalls | int (4) | False | No | Number of ACD interactions that are held at the end of the interval. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nTransferWithinAcdCalls | int (4) | False | No | Not implemented in the current release. Number of ACD interactions transferred within this STID. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nTransferOutAcdCalls | int (4) | False | No | Not implemented in the current release. Number of ACD interactions transferred out of this STID. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nDisconnectAcd | int (4) | False | 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. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| CustomValue1 | int (4) | False | No | Custom value for customer use. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| CustomValue2 | int (4) | False | No | Custom value for customer use. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| CustomValue3 | int (4) | False | No | Custom value for customer use. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| CustomValue4 | int (4) | False | No | Custom value for customer use. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| CustomValue5 | int (4) | False | No | Custom value for customer use. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| CustomValue6 | int (4) | False | No | Custom value for customer use. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| nSecuredIVR | int (4) | True | No | Not currently implemented. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| tSecuredIVR | int (4) | True | No | Not currently implemented. |
17.4.0.0 | Added for data extraction from SGStatistics table. |
| dIntervalStartUTC | datetime (8) | True | No | Holds dIntervalStart time UTC. |
17.4.0.0 | Added for data extraction from SGStatistics 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 SGStatistics table. |