List of Real-Time Statistics
The following is a grid view of all real-time statistics that may be used in the Bright Pattern Contact Center Real-Time Statistics API. For a complete list view of these statistics including definitions, see All Real-time Metrics in the Reporting Reference Guide.
Agents (in a team)
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agents_logged |
Logged-in agents |
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agents_busy |
Busy agents |
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agents_in_wrap_up |
Agents in ACW state |
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counted by "capacity" object |
Number of interactions on agent |
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agents_busy_on_service |
Agents busy with interactions of this service |
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agents_ready |
Ready agents |
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agents_not_ready |
Not Ready agents |
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agent_occupancy |
Occupancy in campaign/service |
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agent_average_idle_time |
Average idle time |
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agent_idle_time |
Agent idle time |
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agent_preview_duration |
Time in Preview |
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agent_average_preview_time |
Average Preview time |
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agent_success_ratio_per_day |
My Success Rate |
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agent_total_break_time |
My Break Time |
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agent_total_busy_time |
My Busy Time |
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agent_total_ACW_time |
My ACW Time |
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agent_total_ready_time |
My Ready Time |
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agent_fcr |
First Call Resolution |
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agent_nps |
Net Promoter Score |
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agent_csat |
Customer Satisfaction |
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agent_cm1 |
Custom Survey Metric 1 |
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Custom Survey Metric 2 |
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top_dispositions_per_day |
Most Frequent Dispositions |
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team_success_ratio_per_day |
My Team Success Rate |
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Calendar entries
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agent_calendar_pending |
Calendar reminders |
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agent_calendar_overdue |
Calendar reminders in the past |
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Calls (Inbound)
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in_calls_received_per_day |
Inbound interactions received for the day |
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in_transfers_received_per_day |
Inbound transfers received for the day |
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out_transfers_received_per_day |
Outbound transfers received for the day |
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in_calls_in_ivr |
Inbound calls currently in IVR |
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in_calls_self_serviced_per_day |
Inbound calls self serviced for the day |
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in_calls_abandoned_in_ivr_per_day |
Inbound calls abandoned in IVR for the day |
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in_calls_abandoned_total_per_day |
Inbound calls abandoned for the day |
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in_calls_abandoned_percent_per_day |
Percentage of inbound calls abandoned for the day |
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in_calls_dropped_in_ivr_per_day |
Inbound calls dropped by system in IVR for the day |
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in_calls_queued_per_day |
Inbound calls queued for the day |
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in_calls_first_time_queued_per_day |
Inbound calls first time queued for the day |
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in_calls_waiting |
Inbound interactions currently in queue |
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in_calls_in_progress (renamed from in_calls_waiting_or_active, merged with in_email_waiting_in_all_queues) |
Inbound interactions currently in IVR, queue or on agents |
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in_calls_abandoned_in_queue_per_day |
Inbound calls abandoned in queue for the day |
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in_calls_abandoned_in_queue_ratio_per_day |
Percentage of inbound calls abandoned in queue for the day |
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in_calls_short_abandoned_in_queue_per_day |
Inbound calls short abandoned in queue for the day |
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in_calls_short_abandoned_in_queue_ratio_per_day |
Percentage of inbound calls short abandoned in queue for the day |
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in_calls_dropped_in_queue_per_day |
Inbound calls dropped by system in queue for the day |
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service_level |
Percentage of inbound interactions answered in Service Level |
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service_level_per_day |
Percentage of inbound interactions answered in Service Level over the day |
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service_level_target |
Inbound Service Level target |
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service_level_threshold_time |
Inbound Service Level threshold |
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in_max_wait_time |
Max inbound wait time |
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in_ewt |
Estimated wait time |
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in_calls_routed_per_day |
Inbound calls routed to agents for the day |
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in_calls_ringing |
Inbound calls currently ringing |
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in_calls_handled_per_day |
Inbound interactions handled by agents for the day |
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in_calls_handled_percent_per_day |
Percentage of inbound calls handled for the day |
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in_calls_first_time_handled_per_day |
Unique Inbound calls handled by agents for the day |
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in_calls_put_on_hold_per_day |
Inbound interactions being put on hold by agent(s) for the day |
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in_calls_first_time_put_on_hold_per_day |
Unique inbound interactions being put on hold by agent(s) for the day |
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in_calls_rejected_per_day |
Inbound calls rejected or unanswered by agents for the day |
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in_calls_abandoned_ringing_per_day |
Inbound calls abandoned while ringing for the day |
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in_calls_dropped_ringing_per_day |
Inbound calls dropped by system while ringing for the day |
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in_calls_active_on_agents (renamed from in_calls_talking) |
Inbound interactions currently handled by agents |
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in_calls_disconnected_talking_per_day |
Inbound calls released by callers for the day |
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in_calls_dropped_talking_per_day |
Inbound calls released by agents for the day |
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in_calls_duration_average_per_day |
Inbound calls duration average for the day |
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in_calls_duration_total_per_day |
Inbound calls duration total for the day |
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in_calls_transferred_per_day |
Inbound interactions transferred by agents for the day |
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in_average_speed_of_answer |
For calls, average speed of answer. For emails, average time to reply |
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calls_average_handling_time_per_day |
Average Handle time |
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calls_average_acw_time_per_day |
Average ACW Time |
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agent_call_handling_rate |
Call handling rate per hour |
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in_callbacks_requested_per_day |
Callbacks requested for the day |
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in_callbacks_waiting |
Callbacks currently waiting in queue |
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Records (lists, outbound campaigns, inbound services)
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records_total |
Total number of records in active lists |
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records_completed |
Completed records in active lists |
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records_with_assigned_agents_completed |
Completed records with personal agent assignments |
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records_remaining |
Remaining records in active lists |
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records_quota |
Quota of successes for the calling list quota group |
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records_successes |
Number of records with a success disposition |
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records_out_of_quota |
Number of records in quota groups that reached quota limits |
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records_with_assigned_agents_remaining |
Remaining rercords with personal agent assignments |
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records_in_dnc |
Number of records excluded by DNC lists from Active Lists |
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records_attempted_per_day |
Records attempted for the day |
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records_attempted_ratio_per_day |
Percentage of records attempted for the day |
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records_accepted_per_day |
Records previewed for the day |
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records_skipped_per_day |
Records skipped for the day |
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records_skipped_ratio_per_day |
Percentage of records skipped for the day |
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records_completed_per_day |
Records completed for the day |
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records_completed_ratio_per_day |
Percentage of records completed for the day |
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records_completed_ratio |
Percentage of records completed in active lists |
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records_progress |
Records state chart |
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records_dialable |
Records Dialable Right Now |
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records_expired |
Records Expired |
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Campaign state (Outbound)
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out_campaign_mode |
Campaign mode |
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out_campaign_duration_forecast |
Estimated campaign duration |
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out_average_success_rate |
Average Success Rate - percentage of successful call attempts |
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Dispositions
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calls_dispositions_per_day |
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calls_dispositions_ratio_per_day |
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Calls (Outbound Dialer)
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out_calls_current_call_rate |
Outbound current calling rate |
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out_calls_placed_per_day |
Outbound call attempts for the day |
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out_calls_in_progress |
Outbound call attempts currently in progress |
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out_calls_failed_per_day |
Outbound calls attemtps failed fo the day |
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out_calls_answered_per_day |
Outbound successful calls attempts for the day |
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out_calls_answered_ratio_per_day |
Percentage of outbound successful call attempts for the day |
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out_calls_in_ivr |
Outbound calls currently in IVR |
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out_calls_self_serviced_per_day |
Outbound calls self serviced for the day |
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out_calls_abandoned_in_ivr_per_day |
Outbound calls abandoned in IVR for the day |
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out_calls_abandoned_in_ivr_ratio_per_day |
Percentage of outbound calls abandoned in IVR for the day |
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out_calls_dropped_in_ivr_per_day |
Outbound calls dropped in IVR for the day |
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out_calls_queued_per_day |
Outbound calls queued for the day |
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out_calls_waiting |
Outbound calls currently in queue |
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out_calls_abandoned_in_queue_per_day |
Outbound calls abandoned in queue for the day |
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out_calls_abandoned_in_queue_ratio_per_day |
Percentage of outbound calls abandoned in queue for the day |
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out_calls_dropped_in_queue_per_day |
Outbound calls dropped in queue for the day |
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out_calls_unattended_per_day |
Outbound answered calls that did not connect to agent in compliance time, per day |
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out_calls_unattended_ratio_per_day |
Percentage of calls that did not connect to agent in compliance time, per day |
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out_calls_routed_per_day |
Outbound calls routed to agents for the day |
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out_calls_ringing |
Outbound calls delivered to agents and currently ringing |
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out_calls_abandoned_ringing_per_day |
Outbound calls abandoned while ringing for the day |
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out_calls_dropped_ringing_per_day |
Outbound calls dropped while ringing for the day |
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out_calls_duration_average_per_day |
Outbound calls duration average for the day |
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out_calls_duration_total_per_day |
Outbound calls duration total for the day |
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out_calls_rejected_per_day |
Outbound calls rejected or unanswered by agents for the day |
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out_calls_handled_per_day |
Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses. |
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out_calls_active_on_agents (renamed from out_calls_talking) |
Outbound interactions currently handled by agents |
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out_calls_disconnected_talking_per_day |
Outbound calls released by remote party for the day |
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out_calls_dropped_talking_per_day |
Outbound calls released by agent for the day |
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out_calls_transferred_per_day |
Outbound calls transferred by agents for the day |
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out_calls_in_progress (renamed from out_calls_in_progress_or_active) |
Outbound interactions in any stage |
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out_calls_abandoned_per_day |
Outbound calls abandoned at any stage for the day |
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out_calls_abandoned_ratio_per_day |
Percentage of outbound calls abandoned at any stage for the day |
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in_emails_joined_existing_cases (renamed from in_emails_joined_existing_queue) |
number of inbound emails joined to already existing case, per day |
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in_email_received_new_per_day |
Inbound interactions received for the day for new cases |
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in_email_carried_over |
Inbound emails carried over from previous day |
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in_email_carried_over_new |
Inbound emails carried over from previous day for new cases |
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in_email_offered_per_day |
Inbound emails offered to agent for the day |
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in_email_rejected_per_day |
Inbound emails unanswered for the day |
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in_email_pulled_per_day |
Inbound emails pulled by agent for the day |
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in_email_processed_replied_per_day |
Inbound emails replied for the day |
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in_email_processed_noreply_per_day |
Inbound emails closed without reply for the day |
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in_email_handled_new_per_day |
Number of new emails processed by agents, including replied, closed without reply, transferred and service changes |
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in_email_waiting_in_personal_queues |
Inbound emails currently on agents, saved in personal queues |
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in_email_waiting_in_pq_breached_sla |
Inbound emails currently on agents, saved in personal queues, waiting in excess of SLA time |
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out_email_waiting_in_personal_queues |
Outbound emails currently on agents, saved in personal queues |
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in_service_changed_per_day |
Number of interactions recategorized to a different service by agents |
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in_service_change_received_per_day |
Number of interactions re-categorized from a different service by agents |
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in_email_spam |
Number of interactions re-categorized as spam by agents |
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| in_email_trash |
Number of interactions re-categorized as trash by agents |
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Configuration and runtime attributes
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item_id |
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user_id |
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team_id |
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service_id |
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list_id |
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name |
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firstname |
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lastname |
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login_id |
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extension |
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team_name |
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is_agent |
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is_super |
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is_logged |
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login_time |
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acd_state |
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state_duration |
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reason |
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acd_next_state |
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next_reason |
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active_item_id |
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active_item_service_id |
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active_item_service_name |
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active_item_media_type |
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active_item_state |
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active_item_direction |
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active_item_party_name |
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active_item_party_firstname |
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active_item_party_lastname |
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active_item_is_flagged |
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active_item_qm_monitor_user |
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active_item_qm_monitor_mode |
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active_item_qm_monitor_item_id |
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active_item_qm_monitored_item_id |
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active_item_talk_duration |
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active_item_hold_duration |
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active_item_sentiment |
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items |
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media_type |
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state |
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direction |
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service_name |
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party_name |
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party_firstname |
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party_lastname |
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is_flagged |
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qm_is_recording |
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qm_monitor_user |
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qm_monitor_mode |
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qm_monitor_item_id |
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qm_monitored_item_id |
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talk_duration |
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hold_duration |
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priority |
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state_reason |
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is_enabled |
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ratio |
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outbound_campaign_link_group |
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