Contents

Interaction Director Statistics

Interaction Director statistics indicate the status and performance metrics of Interaction Director.

Statistic	Description
% Available	Percentage of agents that are available.
Abandon Rate Distributions	Abandon Rate Distributions.
Available to take Director interaction	Number of agents that are available to take Director interaction.
Average talk time	Average time the agent has spent on interactions for the specified workgroup. In technical terms, this is the average time all interactions on the agents queue for the specified workgroup have been in the ACD–Assigned state.
Average wait time	Average wait time in queue of all interactions. This number indicates In other words, the average time an interaction from the specified workgroup has alerted the agent in the current period. This is the average time all interactions have been in the ACD–Alerting state on the agent's queue for the specified workgroup.
Called address	Called address.
Calling address	Calling address.
DTMF code	DTMF code.
DTMF wait	DTMF wait.
Failures	Failures.
From server	From server.
ID method	ID method.
Interactions abandoned	Number of interactions that were externally disconnected by the remote party before they could be client connected (picked up by an agent). Tip: The CIC data dictionary provides supplemental information about abandoned calls.
Interactions answered	Number of interactions answered, calculated as the number of ACD interactions from the specified workgroup that went to a Connected state in the agent's queue.
Interactions completed	Number of interactions completed (that is, went from a state of ACD–Assigned to ACD–Disconnected).
Interactions received	Total number of interactions that entered the queue.
Line group	Line group.
Logged in	Total number of logged in agents.
Longest available	Longest period of time an agent is available, in other words, the duration of the longest available agent to take an ACD interaction for the specified workgroups. See sAvailable for ACD interaction.
Longest Director interaction	Longest Director interaction.
Longest-waiting Director interaction	Longest-waiting Director interaction.
Number of active queues	Number of active queues.
Number of calls currently answered	Number of calls currently answered.
Number of calls in Director wait	Number of calls in Director wait.
Number of configured queues	Number of configured queues.
On ACW	On ACW.
On non-Director interactions	On non-Director interactions.
Service Level Distributions	The interactions that connected callers to agents within a specified time interval.
Status	Status.
Successes	Successes.
To server	To server.
Unique ID	Unique ID.