Group
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). |
| 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"
}