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• 5.2 • 5.3

service_in_time_counters

This table contains general metrics for all services defined in your contact center configuration.

Note the following:

  • For voice services, if a service can be accessed via multiple access numbers, the metrics are provided for each access number separately.
  • Unless noted otherwise with respect to a particular metric, any service call mentioned below shall be interpreted as an inbound call that entered the system via access number specified in the destination_phone field within the given aggregation interval and requested the service specified in the service_name field.
  • Unless noted otherwise with respect to a particular metric, any campaign call mentioned below shall be interpreted as a call initiated as part of the outbound calling campaign specified in the service_name field within the given aggregation interval.
  • In all metrics counting transferred calls, each transfer instance is counted separately.
  • Any campaign record mentioned below shall be interpreted as a record from one of the calling lists associated with the campaign specified in the service_name field whose processing within this campaign was completed within the given aggregation interval.
  • This table also contains metrics for agent teams that handled interactions for the specified service. Team-specific service metrics are reported in separate table rows, one row per team. Any team agent mentioned below shall be interpreted as an agent of the team specified in the team_name field who have the skill corresponding to the service or campaign specified in the service_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 service_in_time_counters table.


Column Name Data Type Description
abandonment_time BIGINT Total abandonment time for all calls counted in num_calls_abandoned
abandonment_time_after_threshold BIGINT Total abandonment time for all calls counted in num_calls_abandoned_after_threshold
abandonment_time_after_threshold_queued BIGINT Total abandonment time for all calls counted in num_calls_queued_abandoned_after_threshold
abandonment_time_queued BIGINT Total abandonment time for all calls counted in num_calls_queued_abandoned
acw_time BIGINT Total after-call work time for inbound and outbound service calls excluding campaign calls
acw_time_in BIGINT Total after-call work time for inbound service calls
acw_time_out BIGINT Total after-call work time for outbound service calls excluding campaign calls
agg_run_id BINARY (16) Aggregator run that produced this record
answer_time BIGINT Total answer time for all calls counted in num_calls_answered
answer_time_queued BIGINT Total answer time for all calls counted in num_calls_queued_answered
assigned_handling_acw_time BIGINT Total after-call work time for all calls handled by all team agents within the aggregation interval
assigned_handling_call_time BIGINT This metric specifies the total handling time for all calls handled by team agents within the aggregation interval. It includes ringing time, talk time, and hold time.
busy_time_in BIGINT Total talk and hold time for inbound service calls
busy_time_out BIGINT Total talk and hold time for outbound calls excluding campaign calls
campaign_abandonment_time BIGINT Total abandonment time (the sum of times between entering the queue and being abandoned by remote party for all campaign calls that were abandoned or dropped)
campaign_acw_time BIGINT Total after-call work time for campaign calls (the sum of times between the moment of release and the end of after-call work)
campaign_answer_time BIGINT Total answer time (the sum of times between entering the queue and being picked up by agents for all campaign calls that were connected to agents)
campaign_assigned_handling_acw_time BIGINT Reserved
campaign_assigned_handling_call_time BIGINT Reserved
campaign_calls_abandoned BIGINT Number of campaign calls that were abandoned (terminated by the remote party while waiting in queue to be connected to an agent)
campaign_calls_attempted BIGINT Number of campaign calls that were attempted
campaign_calls_handled BIGINT Number of campaign calls that were handled by agents
campaign_calls_held BIGINT Number of campaign calls that were held any number of times during their handling
campaign_calls_ivr BIGINT Number of campaign calls that entered an IVR application
campaign_calls_queued BIGINT Number of campaign calls that were queued
campaign_calls_rpc BIGINT Reserved
campaign_calls_unattended BIGINT Number of campaign calls that were answered at destination and subsequently either diverted to an IVR at any time, or dropped at any time, or connected to an agent with time exceeding two seconds
campaign_dialer_calls_handled BIGINT Reserved
campaign_dialer_calls_queued BIGINT Reserved
campaign_handling_acw_time BIGINT Reserved
campaign_handling_call_time BIGINT Reserved
campaign_hold_time BIGINT Total hold time for campaign calls (the sum of all hold times for all handled campaign calls)
campaign_ivr_time BIGINT Total IVR time for campaign calls (the sum of times spent in an IVR application)
campaign_preview_items BIGINT Number of preview records associated with the given campaign that were delivered to agents
campaign_preview_time BIGINT This metric specifies the total time spent by agents working on preview records associated with the given campaign.

It does not include call time.

campaign_queue_time BIGINT Total queue time for campaign calls (the sum of times between entering the queue and exiting the queue in any manner for all campaign calls that were queued)
campaign_records_completed BIGINT Number of campaign records completed within the reporting interval, including the records for which no attempts were made because of DNC match or filter exclusion
campaign_records_dialed BIGINT Number of campaign records completed within the reporting interval for which at least one number was dialed
campaign_records_excluded BIGINT Number of campaign records completed within the reporting interval for which no attempts were made because of DNC match or filter exclusion
campaign_records_handled BIGINT Number of campaign records completed within the reporting interval for which at least one call was handled by an agent
campaign_records_queued BIGINT Number of campaign records completed within the reporting interval for which at least one call was queued
campaign_records_rpc BIGINT Reserved
campaign_records_valid BIGINT Number of campaign records completed within the reporting interval except the ones counted in campaign_records_excluded
campaign_talk_time BIGINT Total talk time for campaign calls (the sum of times between the moments of being established and being released)
cs BIGINT The sum of contact satisfaction marks for all surveys where a response was given for the contact satisfaction question
destination_phone VARCHAR destination_phone specifies the access number for this service as defined in the Dial-in Scenario Entry associated with service. If a service is associated with multiple access numbers, metrics specified in this table will be provided for each access number separately.
email_reply_time BIGINT This specifies the total reply time for all emails that received a reply.

The reply time of a single email is counted from the moment the email is placed in the service queue to the moment when the first meaningful response is sent.

email_routing_time BIGINT This metric specifies the total time that emails spent in the service queue before being pushed to agents or pulled by agents.

The time is counted only for emails that were both received and routed within the given interval.

end_time DATETIME End time of the aggregation interval
handling_acw_time BIGINT Total after-call work time for calls of the given service/campaign handled by all team agents within the aggregation interval
handling_call_time BIGINT

This metric specifies the total on-call time for calls of the given service/campaign handled by all team agents within the aggregation interval. It includes ringing time, talk time, and hold time.

handling_time BIGINT This metric specifies the total handling time for calls of the given service/campaign handled by all team agents within the aggregation interval.

It includes talk, hold, and after-call work time.

hold_time_in BIGINT Total hold time for inbound service calls
hold_time_out BIGINT Total hold time for outbound service calls excluding campaign calls
id BINARY (16) Primary key
login_time BIGINT Total login time for all team agents within the aggregation interval
max_agents BIGINT Maximum number of agents possessing this service skill who were simultaneously logged on within the aggregation interval
media_type ENUM This is the media type of this service.

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.

min_agents BIGINT Minimum number of agents possessing this service skill who were simultaneously logged on within the aggregation interval
not_ready_time BIGINT Total time in the Not Ready state for all team agents within the aggregation interval
nps BIGINT The sum of net promoter score points for all surveys where a response was given for the contact satisfaction question
num_calls_abandoned BIGINT Total number of service calls that were abandoned at any time after entering the queue
num_calls_abandoned_after_threshold BIGINT This specifies the number of service calls that were abandoned outside of the Service Level threshold (i.e., after the time set by parameter Within threshold in service configuration).

It includes the calls that were abandoned while ringing.

num_calls_abandoned_in_ivr BIGINT Number of service calls that were abandoned before entering the queue (i.e., while still at the IVR stage)
num_calls_answered BIGINT For voice, this specifies the number of service calls that were answered.

For email, it specifies the number of inbound service emails processed in any manner (replied to, closed without reply, transferred, or service changed).

num_calls_answered_outbound BIGINT This specifies the number of outbound calls made with respect to this service that were answered.

It does not include campaign calls.

num_calls_held BIGINT Number of service calls that were held at any time during their handling
num_calls_held_outbound BIGINT This metric specifies the number of answered outbound calls made with respect to this service that were held by agents at any time during their handling. It does not include campaign calls.
num_calls_in_service_level BIGINT For voice, this specifies the number of service calls that were answered within the Service Level threshold (i.e., within the time set by parameter Within threshold in service configuration).

For email, number of inbound emails that were replied to within the Service Level threshold. Note that for service level purposes, the reply time excludes the hours when the service was closed according to the configured HOP.

num_calls_outbound BIGINT This specifies the number of outbound calls that were made with respect to this service.

It does not include campaign calls.

For email, num_calls_outbound specifies the number of outbound emails that were sent. Outbound emails include unsolicited emails and possible additional responses to inbound emails that previously received a reply.

num_calls_queued BIGINT Number of service calls that were queued
num_calls_queued_abandoned BIGINT This specifies the number of queued service calls that were abandoned.

Unlike num_calls_abandoned, this metric counts only calls that passed through the given service queue.

num_calls_queued_abandoned_after_threshold BIGINT This metric specifies the number of queued service calls that were abandoned outside of the Service Level threshold (i.e., after the time set by parameter Within threshold in service configuration).

It includes the calls that were abandoned while ringing. Unlike num_calls_abandoned_after_threshold, this metric counts only calls that passed through the given service queue.

num_calls_queued_answered BIGINT This specifies the number of queued service calls that were answered.

Unlike num_calls_answered, this metric counts only calls that passed through the given service queue.

num_calls_queued_held BIGINT This metric specifies the number of queued service calls that were held at any time during their handling.

Unlike num_calls_held, this metric counts only calls that passed through the given service queue.

num_calls_queued_in_service_level BIGINT This specifies the number of queued service calls that were answered within the Service Level threshold (i.e., within the time set by parameter Within threshold in service configuration).

Unlike num_calls_in_service_level, this metric counts only calls that passed through the given service queue.

num_calls_received BIGINT For voice, num_calls_received specifies the number of received service calls.

For email, it specifies the number of received service emails, including new emails and emails related to existing thread.

For new emails only, see num_emails_received_new.

num_calls_received_as_transfers BIGINT For voice, this specifies the number of service calls received as transfers.

For email, it specifies the number of service emails received as transfers.

num_calls_received_as_transfers_from_other_service BIGINT Number of service calls received as transfers from different services
num_calls_received_as_transfers_from_same_service BIGINT Number of service calls received as transfers from the same service
num_calls_recv_as_transfers_abandoned BIGINT Number of service calls received as transfers that were abandoned
num_calls_recv_as_transfers_abandoned_after_threshold BIGINT This specifies the number of service calls received as transfers that were abandoned outside of the Service Level threshold (i.e., after the time set by parameter Within threshold in service configuration).

Includes the calls that were abandoned while ringing.

num_calls_recv_as_transfers_abandoned_in_ivr BIGINT Number of service calls received as transfers that were abandoned before entering the queue (i.e., while still at the IVR stage)
num_calls_recv_as_transfers_answered BIGINT Number of service calls received as transfers that were answered
num_calls_recv_as_transfers_held BIGINT Number of service calls received as transfers that were held at any time during their handling
num_calls_recv_as_transfers_in_service_level BIGINT Number of service calls received as transfers that were answered within the Service Level threshold (i.e., within the time set by parameter Within threshold in service configuration)
num_calls_recv_as_transfers_queued BIGINT Number of service calls received as transfers that were queued
num_calls_self_service BIGINT Number of service calls that were serviced by an IVR application (as indicated by execution of scenario block Self-Service Provided)
num_calls_transferred_externally BIGINT Number of service calls that were answered and then transferred to an external number
num_calls_transferred_internally BIGINT For voice, this specifies the number of service calls that were answered and then transferred to another internal number (queue or extension).

For email, it specifies the number of service emails that were transferred.

num_emails_carried_over BIGINT This specifies the number of emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval.

It includes both new emails and emails related to existing threads.

Note that unlike other metrics, this number is calculated only once in 24 hours.

num_emails_carried_over_new BIGINT This metric specifies the number of new emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval.

It excludes emails related to existing threads.

Note that unlike other metrics, this number is calculated only once in 24 hours.

num_emails_closed_

without_reply

BIGINT Number of emails that were closed by agents without reply
num_emails_in_progress BIGINT Number of emails associated with this service that were being actively processed at the end of the interval (i.e., displayed in active communications lists of agents’ desktops)
num_emails_received_new BIGINT This specifies the number of new emails that arrived at this service during the given reporting interval.

It excludes emails related to existing threads.

Note that the total number of received emails, which includes both new emails and emails related to existing email threads, is reported in column num_calls_received.

num_emails_remaining_in_personal_queues BIGINT This metric specifies the number of emails associated with this service that remained in agents’ My Queue at the end of the interval.

It does not include emails that were being actively processed at the end of the interval.

num_emails_remaining_in_personal_queues_breached_sla BIGINT Number of emails remaining in agents’ personal queues at the end of the interval that breached the service level (i.e., the emails whose time in the system exceeded the service level threshold configured for the given service)
num_emails_replied_by_agent BIGINT This specifies the number of emails that were replied to by agents.

Note that only the first meaningful response is counted as a reply.

Possible follow-up message in response to the same incoming email are counted as outbound emails.

num_emails_service_changed BIGINT Number of inbound emails that were recategorized by agents (i.e., the agent changed this service to another email service and continued processing the interaction)
num_emails_service_change_received BIGINT Number of inbound emails that were received via manual recategorization (i.e., the agent changed a previously assigned service to this service and continued processing the email)
num_fcr BIGINT Number of surveys that indicated first-call resolution relative to total number of surveys where a response was given for the first-call resolution question
num_overflow_calls BIGINT Number of service calls that were distributed to overflow destinations
num_surveys BIGINT Number of surveys available for calls handled for this service/campaign
num_surveys_with_cs BIGINT Number of surveys where a response was given for the contact satisfaction question
num_surveys_with_fcr BIGINT Number of surveys where a response was given for the first-call resolution question
num_surveys_with_nps BIGINT Number of surveys where a response was given for the net promoter score question
ready_time BIGINT Total time in the Ready state for all team agents within the aggregation interval
ringing_time_in BIGINT Total ringing time for inbound service calls
ringing_time_out BIGINT Total dialing time for outbound service calls excluding campaign calls (time from the moment an outbound call is initiated till it is answered by the remote party)
service_name VARCHAR Name of the service as defined in service configuration
start_time DATETIME Start time of the aggregation interval
team_name VARCHAR team_name is the name of the team that handled calls associated with this service.

This field is empty for the service metrics that are not team specific.

If several teams handled calls associated with the service, the team metrics will be provided for each team separately.

total_duration_in BIGINT This specifies the sum of total durations of inbound service calls.

It includes time in IVR, queue, as well as ringing, talk, and hold times.

It does not include after-call work time.



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