Group

Overview

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

ProcessorType: Interval To Date (ITD)

Data dictionary

Measure	Type	Example	Description
abandonedFromAlerting	Number	3	Count of the total number of contacts which were disconnected successfully from customer end while alerting at agents assigned to the group.
adHocEmailInitiated	Number	3	A count of ad-hoc emails initiated per group.
adHocEmailSent	Number	3	A count of ad-hoc emails sent per group.
Answered	Number	3	Count of the total number of contacts which were answered by the agents assigned to the group.
Completed	Number	3	Count of the number of contacts which were completed successfully (disconnected successfully from agent or customer end).
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.
consultedDuration	Number	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.
consultInitiatedToUser	Duration	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.
groupId	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	Group Id which is auto generated when a Group is created.
groupName	String	Sales	Name associated when a Group is created.
groupStatus	String	LIVE	Indicates the state of the Group, LIVE or DELETED
NotAnswered	Number	3	Count of the total number of contacts which were not answered by the agents assigned to the group.
Offered	Number	3	Count of the total number of contacts which were routed to the agents assigned to the group.
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.
transferToQueueCancelled	Number	3	A count of engagements where a single step transfer to queue was cancelled.
transferToQueueFailed	Number	3	A count of engagements where a SingleStepTransferToQueue failed.
transferToUserCancelled	Number	3	A count of engagements where a SingleStepTransferToUser was cancelled.
transferToUserFailed	Number	3	A count of engagements where a SingleStepTransferToUser failed.

Sample data

{
  "keys":{
    "groupId":"c746b4bc-4054-40e1-ba27-44dbe1bfded8"
  },
  "eventAction":"UPSERT",
  "measureProducerId":"Group_itd_1.0.0",
  "payloadType":"LIVE",
  "measures":{
    "groupName":"AutoChatGrpReal",
    "Completed":"12",
    "groupStatus":"Live",
    "Offered":"12",
    "Answered":"12"
  },
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"VMMOTR"
}