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 | 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 | 30000 | 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. |
| 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. |
| 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. |
| 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. |
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"
}