Queue by Channel

Queue by channel

Overview

This Measure Producer calculates measures relating to the engagements handled by individual queues and grouped by channel 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
abandonedBeforeThreshold	Number	3	The number of calls abandoned before the specific threshold on queue or while alerting at an agent.
abandonedFromAlerting	Number	3	Count of the total number of contacts from Queue which were disconnected successfully from customer end while alerting at agents.
abandonedFromQueue	Number	3	Count of the number of contacts which were abandoned in queue and not offered to agent.
abandonTimeDuration	Duration	30000	The time taken before the contact was abandoned on a specific queue.
activeAgentsInACW	Number	3	The number of agents in active ACW sessions.
activeDuration	Duration	30000	The amount of time between when a call is active to when the call is disconnected during the reporting period.
activeEngagementsInACW	Number	3	The number of engagements in active ACW sessions.
acwCount	Number	3	The number of times an agent entered ACW (After Contact Work).
acwDuration	Duration	30000	The amount of time the agent spent in ACW (After Contact Work) during the reporting period.
agentBusyCount	Number	3	The number of agents currently 'not ready' to be assigned an engagement from the queue ie. dealing with an active engagement or not available.
agentReadyCount	Number	3	The number of agents who are 'ready' to be assigned an engagement from the queue.
agentStaffedCount	Number	3	The number of agents who could be assigned an engagement from this queue.
alertDuration	Duration	30000	The amount of time the call has been in the alert state during the reporting period.
alerting	Number	3	The number of alerting engagements at an agent.
Answered	Number	3	Count of the total number of contacts which were answered by the agents from the respective Queue.
answeredAfterThreshold	Number	3	The number of calls answered after the specific threshold for that queue.
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	30000	The amount of time a supervisor carried out a barge in interaction within the reporting period.
barging	Number	3	The number of times a supervisor performed a barging interaction within the reporting period
bargingDuration	Duration	30000	The duration for which a supervisor performed a barging interaction within the reporting period.
channelId	String	Voice	Channel Id configured when a channel is added.
coached	Number	3	A count of the number of times an agent was coached within the reporting period.
coachedDuration	Duration	30000	The amount of time an agent was coached within the reporting period.
coaching	Number	3	A count of the number of times a supervisor carried out a coaching interaction within the reporting period.
coachingDuration	Duration	30000	The amount of time a supervisor carried out a coaching interaction within the reporting period.
Completed	Number	3	Count of the number of contacts which were completed successfully (disconnected successfully from agent or customer end).
completedEngagementCount	Number	3	The number of engagements associated with the queue that have been completed by an agent.
completedSpecializedEngagementCount	Number	3	The number of specialized engagements associated with the queue that have been completed by an agent.
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.
expectedWaitTime	Duration	300	The estimated amount of time in seconds that engagement associated with a queue is expected to be waiting to be answered.
holdDuration	Duration	30000	The amount of time between when a call is held to when the call is unheld or disconnected during the reporting period.
isDefaultQueue	String	false	Indicates whether the Queue is Default or not.
NotAnswered	Number	3	Not Answered.
Offered	Number	3	Count of the number of contacts which were routed from the Queue, and agent received work card for the same.
offeredToQueue	Number	3	A count of engagements offered to the Queue within the reporting period.
oldestEngagementWaiting	Duration	300	The amount of time in seconds that the oldest engagement associated with an agent has been waiting to be answered.
oldestSpecializedEngagementWaiting	Duration	300	The amount of time in seconds that the oldest specialized engagement associated with an agent has been waiting to be answered.
oldestEngagementWaitingTimestamp	Date	1666798444	The timestamp in seconds of the oldest engagement in queue
oldestSpecializedEngagementWaitingTimestamp	Date	1666798444	The arrival timestamp of the specialized engagement that was waiting the longest
processingEngagementCount	Number	3	The number of engagements associated with the queue that have been accepted by an agent and have yet to be completed.
processingSpecializedEngagementCount	Number	3	The number of specialized engagements associated with the queue that have been accepted by an agent and have yet to be completed.
queueId	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	Queue Id which is auto generated when a Queue is created.
queueName	String	Realtime	Name associated when a Queue is created.
queueOccupancy	Number	58	The percentage ratio of busy agents to staffed agents associated with the queue.
rollingASA	Duration	30000	The average amount of time in seconds it takes to answer an engagement associated with the queue.
transferAcceptedFromQueue	Number	3	A count of engagements where a single step transfer from queue was successful.
transferInitiatedToQueue	Number	3	A count of engagements where a single step transfer to queue was initiated.
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 single step transfer to queue was failed.
waitingEngagementCount	Number	3	The number of engagements associated with the queue that have yet to be accepted by an agent.
waitingSpecializedEngagementCount	Number	3	The number of specialized engagements associated with the queue that have yet to be accepted by an agent.
waitTime	Duration	30000	The wait time duration in queued state of the contact.
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":{
    "queueId":"acc95d18-9a24-4fff-8e65-783bf01163f1",
    "channelId":"Chat"
  },
  "eventAction":"UPSERT",
  "measureProducerId":"QueueByChannel_itd_1.0.0",
  "payloadType":"LIVE",
  "measures":{
    "rollingASA":"19",
    "queueOccupancy":"0",
    "agentStaffedCount":"1",
    "oldestEngagementWaiting":"0",
    "processingEngagementCount":"0",
    "completedEngagementCount":"38",
    "waitingEngagementCount":"0",
    "agentBusyCount":"0",
    "processingSpecializedEngagementCount":"0",
    "alerting":"0",
    "queueName":"RealtimeQueueMeasures",
    "oldestSpecializedEngagementWaiting":"0",
    "expectedWaitTime":"0",
    "completedSpecializedEngagementCount":"38",
    "waitingSpecializedEngagementCount":"0",
    "agentReadyCount":"1"
  },
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"VMMOTR"
}