Channel
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). |
| 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. |
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"
}