| AO <outcome>
|
Agent outcomes - as configured in Softdial Repository™ Agent Outcomes (tenant) or Agent Outcomes (landlord)
 More- <outcome> - the outcome Title
- <id> - the outcome Name
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| AO <outcome> | AO_<id> | The number of each <outcome> | int | | AO <outcome> Percentage | AO_<id> Pct | The number of each <outcome> as a percentage of all dialed outcomes | float |
|
| Abandoned
|
Session outcome - ended by the caller whilst waiting in the queue.MoreA session is Abandoned if, from Queue Data [QZ]: - Resource Status (RS) = 2 (Abandoned by caller)
Duration calculation - - TimeStamp (TS) - EnqueueTimeStamp (Z0)
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Abandoned | Aban # | The number of Abandoned sessions | int | | Abandoned - % | Aban % | The number of Abandoned sessions as a percentage of Throughput | float | | Abandoned Duration - Avg | Aban ~ | From V10.7.1245 - The average duration of Abandoned sessions | float | | Abandoned In 5 Sec | Aban 5 Sec # | From V10.7.1300 - The number of sessions Abandoned from the queue in less than 5 seconds. | int | | Abandoned in 5 Sec - Avg | Aban 5 Sec ~ | From V10.7.1300 - The average duration of sessions Abandoned from the queue in less than 5 seconds. | float | | Abandoned in 5 Sec - Total | Aban 5 Sec + | From V10.7.1300 - The total duration of sessions Abandoned from the queue in less than 5 seconds. | float |
|
| Agent Requeued
|
Session outcome - connected to an agent and requeued to any other queue.MoreA session is Agent Requeued if, from Session Event Data [VZ]:
- (Detail State (DS) = 5 (Enqueued))
AND (Old State (OS) = 8 (Agent Connected))
AND (Previous Queue (GB) <> '')
Duration calculation - - StateChangeTimeStamp (TS) - EnqueueTimeStamp (T3)
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Agent Requeued | Agnt ReQ # | The number of Agent Requeued sessions | int | | Agent Requeued - % | Agnt ReQ % | The number of Agent Requeued sessions as a percentage of Throughput | float |
|
| Answered
|
Session state - connected to agents, regardless of later classification. See Fig. 1 Includes sessions currently in progress. MoreA session is Answered if, from Session Event Data [VZ]:
- (Detail State (DS) = 8 (Agent Connected))
AND (Old State (OS) = 7 (Agent Offering))
AND (Group Address (GA) <> '')
Duration calculation - - StateChangeTimeStamp (TS) - EnqueueTimeStamp (T3) (i.e. includes offering time)
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Answered | Answer # | The number of Answered sessions. | int | | Answered - % | Answer % | The number of Answered sessions as a percentage of Throughput | float | | Answered Duration - Avg | Answer ~ | The average duration sessions spent in the queue before being Answered by agents. | float | | Answered Duration - Total | Answer + | The total duration sessions spent in the queue before being Answered by agents. | float | | Answered 10 (/ 20/ 30) Sec | Answer 10 (/ 20/ 30) Sec # | From V10.7.1300 - The number of sessions Answered by agents within 10 (/ 20/ 30) seconds of entering the queue. | int | | Answered - 10 (/ 20/ 30) Sec % | Answer 10 (/ 20/ 30) Sec % | From V10.7.1300 - The number of sessions Answered by agents within 10 (/ 20/ 30) seconds of entering the queue, as a percentage of Throughput. | float |
An alternative to Answered: From Queue Metrics [MZ] message: - Average Answer Time (Z8) parameter
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Answered2 Duration - Avg | Answer2 ~ | The average duration sessions spent in the queue before being Answered by agents. | float |
|
| Available
|
Agent state - agents who are members of this queue.More | Item Label - Long | Item Label - Short | Description | Definition | Type |
|---|
| Available - Current | Avail Now | The current number of agents who are members of this queue (including those who cannot currently handle sessions). | From Queue Metrics [MZ] message: Total Agents (Z2) parameter | int | | Available - Avg | Avail ~ | The average number of agents who are members of this queue. | From Queue Metrics [MZ] message: Total Agents (Z2) parameter | float | | Available Free - Current | Avail Free Now | From V10.7.1240 - The current number of agents who are members of this queue, and are available to handle sessions | From Queue Metrics [MZ] message: Active Agents (Z1) parameter | int |
|
| Campaign
|
Details about the campaign.MoreFrom Queue Metrics [MZ] message: - Campaign Name (CN) parameter
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Campaign | Camp | The name of the campaign. | string |
|
| Completed
|
Session outcome aggregation - disposed by agents (excluding Transferred or Agent Requeued). See Fig. 1MoreA session is Completed if, from Session Event Data [VZ]:
- (Detail State (DS) = 15 (Disposed))
AND (Old State (OS) = 14 (Disconnected))
AND (AgentOutcome (AO) <> -1)
AND (Previous Queue (GB) <> '')
Duration calculation - - StateChangeTimeStamp (TS) - EnqueueTimeStamp (T3)
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Completed | Complt # | The number of Completed sessions | int | | Completed - % | Complt % | The number of Completed sessions as a percentage of Throughput | float | | Completed Duration - Avg | Complt ~ | The average duration of Completed sessions. | float |
|
| Dropped
|
Session outcome - dropped due to no valid overflow on overflow timeout or no agents on the queue.MoreA session is Dropped if, from Session Event Data [VZ]:
- (Detail State (DS) = 15 (Disposed))
AND (Old State (OS) = 14 (Disconnected))
AND (Outcome Category (OS) = 15 (Inbound call dropped by ACD))
AND (Previous Queue (GB) <> '')
Duration calculation - - StateChangeTimeStamp (TS) - EnqueueTimeStamp (T3)
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Dropped | Drop # | The number of Dropped sessions. | int | | Dropped - % | Drop % | The number of Dropped sessions as a percentage of Throughput | float |
|
| Expired
|
Session outcome - overflowed from the queue, and requeued.MoreA session is Expired if, from Session Event Data [VZ]:
- (Detail State (DS) = 5 (Enqueued))
AND (Old State (OS) = 6 (Expired))
AND (Previous Queue (GB) <> '')
Duration calculation - - StateChangeTimeStamp (TS) - EnqueueTimeStamp (T3)
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Expired | Expire # | The number of Expired sessions. | int | | Expired - % | Expire % | The number of Expired sessions as a percentage of Throughput | float |
|
| Handled
|
Session outcome aggregation - either Transferred, Agent Requeued, Completed, Expired, Dropped or Abandoned. See Fig. 1More| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Handled | Handle # | The number of Handled sessions. | int | | Handled Duration - Avg | Handle ~ | The average duration of Handled sessions, from the time they entered the queue. | float | | Handled Duration - Total | Handle + | The total duration of Handled sessions, from the time they entered the queue. | float |
|
| In Progress
|
Session state aggregation - connected to agents, including those on hold, muted, conferencing and transferring.MoreFrom Queue Metrics [MZ] message: - Count Of Sessions In Progress (Y9) parameter
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| In Progress - Avg | In Prog ~ | The average number of sessions In Progress | float | | In Progress - Current | In Prog # | The current number of sessions In Progress | int |
|
| On Hold
|
From V10.7.1254 - session state - from the agent placing a call session 'on hold', to either the agent retrieving the session from hold or the caller abandoning the session.MoreFrom Session Data [IZ] message: - Time In State On Hold (J9) parameter
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| On Hold - Count | On Hold # | The number of times an active session has been placed 'on hold' for this queue | int | | On Hold Time - Avg | On Hold Time ~ | The average duration of Hold Time for this queue | float | | On Hold Time - Total | On Hold Time + | The total duration of Hold Time for this queue | float |
|
| Offered
|
From V10.7.1417 - session outcome aggregation - either Completed, Abandoned, Expired or Dropped. See Fig. 1More| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Offered | Offered # | The number of Offered sessions. | int | | Offered Duration - Total | Offered + | The total duration of Offered sessions, from the time they entered the queue. | float | | Offered Duration - Avg | Offered ~ | The average duration of Offered sessions, from the time they entered the queue. | float |
|
| Queue
|
Details about the queue.More| Item Label - Long | Item Label - Short | Description | Definition | Type |
|---|
| Queue | Queue | The name of the queue. | From Queue Metrics [MZ] message: Group Address (GA) parameter | string | | Queue State | Queue State | The current state of the queue. | From Queue Metrics [MZ] message: Queue Status (SQ) parameter | string |
|
| Queue Time
|
Duration - from a session entering the queue, to either being accepted by an agent, expiring or being abandoned by the caller.MoreDuration calculation:
Every inbound session (each producing a Queue Data [QZ] message) has Queue Time, but its calculation depends on the Resource Status (RS) parameter
value:
| RS Value | Queue Time | | 0 (Dequeued to agent) | Z3 (Agent accept timestamp) - Z0 (Queue entry timestamp) | | 1 (Expired without dequeue) | Z4 (Session expiry timestamp) - Z0 (Queue entry timestamp) | | 2 (Abandoned by caller) | TS (Event timestamp) - Z0 (Queue entry timestamp) |
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Queued - Count | Queued # | The number of sessions with Queue Time for this queue | int | | Queue Time - Avg | Queue Time ~ | The average duration of Queue Time for this queue | float | | Queue Time - Total | Queue Time + | The total duration of Queue Time for this queue | float |
|
| Ring
|
From V10.7.1254 - session state aggregation - either Launched, Proceeding or Alerting state.MoreDuration calculation: from the Session Data [IZ] message: - Time In State Launched (J1)
+ Time In State Proceeding (J2)
+ Time In State Alerting (J3)
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Ring - Count | Ring # | The number of sessions with Ring Time for this queue | int | | Ring Time - Avg | Ring Time ~ | The average duration of Ring Time for this queue | float | | Ring Time - Total | Ring Time + | The total duration of Ring Time for this queue | float |
|
| SLA
|
Service Level Agreement - sessions answered within a target time, as a percentage of all sessions Answered in the queueMore| Item Label - Long | Item Label - Short | Description | Type |
|---|
| SLA - % | SLA % | The number of sessions answered within the target time, as a percentage of all sessions Answered in the queue. | float |
|
| Talk
|
From V10.7.1254 - Session state aggregation - connected to agents, including those on hold, muted, conferencing and transferring.MoreDuration calculation - from the Session Data [IZ] message: - Time In State Connected (J8)
+ Time In State On Hold (J9)
+ Time In State Muted (K0)
+ Time In State TX Offer (K1)
+ Time In State TX Conference (K2)
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Talk - Count | Talk # | The number of sessions with Talk time for this queue | int | | Talk Time - Avg | Talk Time ~ | The average duration of Talk time for this queue | float | | Talk Time - Total | Talk Time + | The total duration of Talk time or this queue | float |
|
| Throughput
|
Session state - sessions which entered the queue, regardless of what happens to them (i.e. includes all possible outcomes). See Fig. 1. Includes sessions currently in progress. MoreA session counts towards Throughput if, from Session Event Data [VZ]:
- (Detail State (DS) = 5 (Enqueued))
AND (Old State (OS) <> 7 (Agent Offering))
AND (Group Address (GA) <> '')
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Throughput - Count | Thruput # | The number of sessions which entered the queue. | int | | Throughput - Rate | Thruput * | The rate at which sessions entered the queue. | float |
|
| Timestamp
|
The timestamp for this inbound queue event.MoreFrom Queue Metrics [MZ] message: - Time Stamp (TS) parameter
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Timestamp | Timestamp | The timestamp for this inbound queue event (in ISO 8601 format). | date |
|
| Transferred
|
Session outcome - sessions transferred to any other agent or IVR.MoreEach Transferred session generates a TransferData [XZ] message. Duration calculation - the Time portion of the TimeStamp4 (Z4) parameter | Item Label - Long | Item Label - Short | Description | Definition | Type |
|---|
| Transferred | Xfer # | The number of Transferred sessions. | | int | | Transferred - % | Xfer % | The number of Transferred sessions as a percentage of Throughput | | float | | Transferred Duration - Avg | Xfer ~ | The average duration of Transferred sessions (from the time they entered the queue). | | float | | Transferred External - Count | Xfer Ext # | From V10.7.1297 - The number of sessions Transferred to external destinations | From TransferData [XZ] message: Transfer Target Type (DY) = 2 | int | | Transferred Internal - Count | Xfer Int # | From V10.7.1297 - The number of sessions Transferred to internal destinations | From TransferData [XZ] message: Transfer Target Type (DY) = 1 | int |
|
| Wait
|
From V10.7.1254 - agent state - from the agent being ready to accept a session, to accepting a session.MoreDuration calculation - from the Session Data [IZ] message: - Agent Accept (Z4) - Agent Ready (Z0)
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Wait - Count | Wait # | The number of sessions with Wait time for this queue | int | | Wait Time - Avg | Wait Time ~ | The average duration of Wait time for this queue | float | | Wait Time - Total | Wait Time + | The total duration of Wait time for this queue | float |
From Queue Metrics [MZ] message: - Average Answer Time (Z8) parameter
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Wait Time - Avg2 | Wait2 ~ | An alternative measure for average duration of Wait time for this queue | float |
|
| Waiting Sessions
|
Sessions waiting, or offering to an agent, within the queue.MoreFrom Queue Metrics [MZ] message: - Queue Length (Z0) parameter
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Waiting Sessions - Avg | Wait ~ | The average number of Waiting sessions | float | | Waiting Sessions - Current | Wait # | The current number of Waiting sessions | int |
|
| Wrap
|
From V10.7.1254 - agent state - from the caller disconnecting, to the agent completing a session.MoreDuration calculation - from the Session Data [IZ] message: - Transaction Complete Timestamp (Z6)
- Now Disconnected Timestamp (Z5)
| Item Label - Long | Item Label - Short | Description | Type |
|---|
| Wrap - Count | Wrap # | The number of sessions with Wrap time for this queue | int | | Wrap Time - Avg | Wrap Time ~ | The average duration of Wrap time for this queue | float | | Wrap Time - Total | Wrap Time + | The total duration of Wrap time for this queue | float |
|
