• 5.19 • 5.2 • 5.3 • 5.8

requested_skills

The requested_skills table contains metrics for interactions that requested a specific skill.

Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that requested the skill specified in the skill_name field.

Description of Data

The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the requested_skills table.

Column Name	Data Type	Description
id	BINARY (16)	Primary key
start_time	DATETIME	Start time of the aggregation interval; time is given in Universal Coordinated Time (UTC)
end_time	DATETIME	End time of the aggregation interval; time is given in Universal Coordinated Time (UTC)
agg_run_id	BINARY (16)	Aggregator run that produced this record
media_type	ENUM	This is the interaction media type. Possible values include VOICE, CHAT, and EMAIL. If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.
skill_name	VARCHAR	Skill name as defined in configuration
skill_group_name	VARCHAR	Name of the skill group that the skill belongs to as defined in configuration
skill_type	ENUM	This is the skill type. Possible values include the following: SERVICE – Primary service skill (a skill that is created automatically for each new service) SKILL – Auxiliary skill (a skill that is not directly associated with any particular service)
total_answer_time	BIGINT	Total answer time (the sum of times between the moments the calls entered queue and were answered by agents)
num_calls_received	BIGINT	Total number of received calls
num_calls_queued	BIGINT	Number of calls that were queued
num_calls_answered	BIGINT	Number of calls that were answered
num_calls_overflow	BIGINT	Number of calls that were distributed to overflow destinations

< Previous | Next >