• 5.19 • 5.3 • 5.8

Get Statistics

The Get Statistics scenario block obtains one or more statistics and saves their values in scenario variables for future use.

Settings

Title text

Title text is the name of the instance of the block. Enter a name in the text field and click the Update button at the bottom of the Edit pane. The new name of the block appears in the flowchart.

add

Clicking the add link will add a statistic and specify the following:

• Variable Name: the name of the variable where the statistic will be stored. Variables are specified using the variable_name format.
• Statistic: the type of statistic that is requested.
  • Estimated campaign duration
  • Inbound calls rejected or unanswered by agents for the day
  • Inbound calls currently in IVR
  • Inbound calls currently ringing
  • Inbound calls first time queued for the day
  • Inbound calls queued for the day
  • Inbound interactions currently handled by agents
  • Inbound interactions currently in IVR, queue or on agents
  • Inbound interactions currently in queue
  • Inbound interactions handled by agents for the day
  • Logged-in agents
  • Max inbound wait time
  • Not ready agents
  • Outbound calls rejected or unanswered by agents for the day
  • Outbound calls abandoned in queue for the day
  • Percentage of inbound interactions answered in Service Level
  • Unique Inbound calls handled by agents for the day

• Service: the service with respect to which the statistic is requested. By default, the service currently attributed to the given interaction.

Get Statistics scenario block settings

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