--- updatedAt: 2026-02-10T20:38:57.000Z --- # 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 ```json { "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" } ```