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• 5.2

Metrics

In the "service_in_time_counters" table, how is the value for "num_calls_answered" determined?

If the call is distributed to an agent, and that agent answers either manually or via auto answer, that call would count toward the num_calls_answered metric. For more information on this metric and others in the service_in_time_counters table, see the Reporting Database Specification.


What is the definition of "total_busy_time_in"? What about "total_busy_time_out" and "total_ready_time"?

These metrics and others are defined in the Reporting Database Specification. Those specific metrics are defined in section agent_performance:

  • total_busy_time_in - Specifies the sum of times the agent was busy with inbound calls; includes hold times, but does not include ringing time or after call work time
  • total_busy_time_out - Specifies the sum of times the agent was busy with outbound calls; includes hold times, but does not include dialing time or after call work time
  • total_ready_time - Total time the agent spent in the Ready state during the aggregation interval
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