Interaction Statistics

This category provides counts or durations for general object types in CIC.

Longest call

Duration of the longest call currently in the system.

Longest chat

Duration of the longest chat currently in the system.

Longest email

Duration of the longest Email currently in the system.

Longest workflow

Duration of the longest workflow currently in the system.

Longest social direct message

Duration of the longest direct message currently in the system.

Longest social conversation

Duration of the longest social conversation currently in the system.

Longest generic object

Duration of the longest generic object currently in the system.

Active calls

Total number of active call objects in the system, including SIP calls.  See SIP Station Calls for a count of active SIP calls only.

Active social conversations

Number of active social conversations in the system.

Active chats

Number of active chat objects in the system.

Active emails

Number of active Email objects in the system.

Active social direct messages

Number of active direct messages in the system.

Active workflows

Number of active workflows in the system.

Active generic objects

Number of active generic objects in the system.  A generic object is an integration object that can be placed on a queue, and routed throughout CIC.  Each generic object represents a third-party software construct of some sort, such as an external ticketing system, video conference, or other software that was defined by a third party.

SIP Station Calls

The number of active calls that are SIP station calls.  For example, if Active Calls equals 10, and there are 5 SIP station calls at the same time, then the total call count is 10, with 5 of those calls being SIP Station Calls.