Channel

Overview

This Measure Producer calculates measures relating to the engagements handled by individual channels with the reporting period.

ProcessorType: Interval To Date (ITD)

Data dictionary

Note: Duration and Time measures are expressed in milli-seconds.

Measure	Type	Example	Description
abandonedFromAlerting	Number	3	Count of the number of contacts which were disconnected successfully from customer end while alerting at an agent.
abandonedFromQueue	Number	3	A count of engagements abandoned while queueing within the reporting period.
abandonTimeDuration	Duration	390000	The time taken before the contact was abandoned on a specific queue.
active	Number	3	A count of active engagements on the channel.
activeAgentsInACW	Number	3	A count of the current number of agents in acw per Queue.
activeDuration	Duration	390000	Total active duration of all the contacts over all the channels for an agent.
activeEngagementsInACW	Number	3	A count of the current number of engagements in acw per Queue.
acwCount	Number	3	The number of times an agent entered ACW (After Contact Work).
acwDuration	Duration	390000	The amount of time the agent spent in ACW (After Contact Work) during the reporting period.
adHocEmailInitiated	Number	3	A count of ad-hoc emails initiated per channel.
adHocEmailSent	Number	3	A count of ad-hoc emails sent per channel.
alertDuration	Duration	390000	Total alert duration of all the contacts over all the channels for an agent.
alerting	Number	3	The number of alerting engagements at an agent.
Answered	Number	3	Count of the number of contacts which were answered by the agent.
barged	Number	3	A count of the number of times a supervisor carried out a barge in interaction within the reporting period. Counted against the agent.
bargedDuration	Duration	390000	The amount of time a supervisor carried out a barge in interaction within the reporting period.
barging	Number	3	A count of the number of times a supervisor carried out a barge in interaction within the reporting period. Counted against the supervisor.
bargingDuration	Duration	390000	The amount of time a supervisor carried out a barge in interaction within the reporting period.
channelId	String	Voice	Channel Id configured when a channel is added.
Completed	Number	3	Count of the number of contacts which were completed successfully (disconnected successfully from agent or customer end).
conferenceInitiatedToUser	Number	3	A count of interactions where an agent initiates a consultation call to another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call when the agent completes the call as a conference.
conferenceAcceptedFromUser	Number	3	A count of interactions where an agent answers a consultation call from another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call when the agent initiating the call completes the call as a conference.
conferenceInitiatedToQueue	Number	3	A count of interactions where an agent initiates a consultation call to a queue that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call.
conferenceAcceptedFromQueue	Number	3	A count of interactions where an agent answered a consultation call from another agent that ended as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
consultInitiatedToUser	Number	3	A count of interactions that an agent initiated as a consultation call with another user. The metric increments by 1 for the agent who initiated the consultation call.
consultAcceptedFromUser	Number	3	A count of consult to user calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
consultInitiatedToQueue	Number	3	A count of interactions that an agent initiated as a consultation call to another queue. The metric increments by 1 for the agent who initiated the consultation call.
consultAcceptedFromQueue	Number	3	A count of consult to queue calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
consultedDuration	Duration	30000	The duration an agent was in a consultation call with another agent. The duration is displayed in the hh:mm:ss format.
consultingDuration	Duration	30000	The duration an agent spent consulting another agent. The duration is displayed in the hh:mm:ss format.
consultToExternal	Number	3	A count of interactions where an agent initiated a consultation call with a user with an external number.
consultingExternalDuration	Duration	30000	The duration an agent spent consulting a user with an external number.
conferenceToExternal	Number	3	A count of external consultation calls that resulted in a conference.
Forwarded	Number	3	Count of the number of email contacts forwarded by an agent.
holdDuration	Duration	390000	The amount of time between when a call is held to when the call is unheld or disconnected during the reporting period.
NotAnswered	Number	3	A count of engagements not answered within the reporting period.
Offered	Number	3	Count of the number of contacts which were routed, and agent received work card for the same.
offeredToQueue	Number	3	A count of engagements offered to the Queue within the reporting period.
transferAcceptedFromQueue	Number	3	A count of engagements where a single step transfer from queue was successful.
transferAcceptedFromUser	Number	3	A count of engagements where a SingleStepTransferFromUser was successful.
transferInitiatedToQueue	Number	3	A count of engagements where a single step transfer to queue was initiated.
transferInitiatedToUser	Number	3	A count of engagements where a SingleStepTransferToUser was initiated.
transferToExternalCancelled	Number	3	A count of transfer to external cancelled calls per agent/channel.
transferToExternalFailed	Number	3	A count of transfer to external failed calls per agent/channel.
transferToExternalInitiated	Number	3	A count of transfer to external initiated calls per agent/channel.
warmTransferToExternal	Number	3	A count of interactions that resulted in a transfer to an external number.
warmTransferInitiatedToUser	Number	3	A count of interactions where a consultation call to the user resulted in an agent initiating a transfer to another agent.
warmTransferAcceptedFromUser	Number	3	A count of interactions where a consultation call to a user resulted in an agent accepting the transfer from the user.
warmTransferInitiatedToQueue	Number	3	A count of interactions where a consultation call to a queue resulted in an agent initiating a transfer to the queue.
warmTransferAcceptedFromQueue	Number	3	A count of interactions where a consultation call to the queue resulted in an agent accepting a transfer from the queue.

Sample data

{
  "keys":{
    "channelId":"Chat"
  },
  "eventAction":"UPSERT",
  "measureProducerId":"Channel_itd_1.0.0",
  "payloadType":"LIVE",
  "measures":{
    "activeDuration":"52",
    "activeAgentsInACW":"0",
    "alertDuration":"29",
    "offeredToQueue":"7",
    "Completed":"6",
    "active":"1",
    "activeEngagementsInACW":"0",
    "Offered":"7",
    "Answered":"7",
    "alerting":"0"
  },
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"VMMOTR"
}