Line 2: | Line 2: | ||
The following is a grid view of all real-time statistics that may be used in the [https://documenter.getpostman.com/view/6735878/T1DwbtSk?version=latest| Bright Pattern Contact Center Real-Time Statistics API]. For a complete list view of these statistics including definitions, see [[reporting-reference-guide/AllMetrics#Wallboard_Metrics|All Real-time Metrics]] in the ''Reporting Reference Guide''. | The following is a grid view of all real-time statistics that may be used in the [https://documenter.getpostman.com/view/6735878/T1DwbtSk?version=latest| Bright Pattern Contact Center Real-Time Statistics API]. For a complete list view of these statistics including definitions, see [[reporting-reference-guide/AllMetrics#Wallboard_Metrics|All Real-time Metrics]] in the ''Reporting Reference Guide''. | ||
+ | == Agents (in a team) == | ||
{| class="prettytable" | {| class="prettytable" | ||
Line 14: | Line 15: | ||
<center>'''Applicable to object type'''</center> | <center>'''Applicable to object type'''</center> | ||
− | | colspan=" | + | | colspan="5" | |
<center>'''Campaign/Service type'''</center> | <center>'''Campaign/Service type'''</center> | ||
Line 53: | Line 54: | ||
| | | | ||
<center>'''Outb - Predictive'''</center> | <center>'''Outb - Predictive'''</center> | ||
+ | |||
+ | | | ||
+ | <center>'''Outb - SMS Auto'''</center> | ||
| | | | ||
Line 59: | Line 63: | ||
|- | |- | ||
| | | | ||
− | + | agents_logged | |
| | | | ||
− | + | Logged-in agents | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center> </center> | |
+ | |||
+ | | | ||
+ | <center>x</center> | ||
|- | |- | ||
| | | | ||
− | + | agents_busy | |
| | | | ||
− | + | Busy agents | |
| | | | ||
Line 117: | Line 124: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 133: | Line 140: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 139: | Line 149: | ||
|- | |- | ||
| | | | ||
− | + | agents_in_wrap_up | |
| | | | ||
− | + | Agents in ACW state | |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
Line 157: | Line 165: | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
Line 173: | Line 178: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
| | | | ||
Line 213: | Line 220: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 250: | Line 260: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 293: | Line 306: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 333: | Line 349: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 373: | Line 392: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 413: | Line 435: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 419: | Line 444: | ||
|- | |- | ||
| | | | ||
− | + | agent_idle_time | |
| | | | ||
− | + | Agent idle time | |
| | | | ||
− | |||
| | | | ||
Line 431: | Line 455: | ||
| | | | ||
− | <center> </center> | + | |
+ | | | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | agent_preview_duration | ||
+ | |||
+ | | | ||
+ | Time in Preview | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 450: | Line 510: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 490: | Line 553: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 533: | Line 599: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 549: | Line 618: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 589: | Line 661: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 629: | Line 704: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 668: | Line 746: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 698: | Line 779: | ||
|- | |- | ||
| | | | ||
− | + | agent_fcr | |
+ | |||
+ | | | ||
+ | First Call Resolution | ||
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 713: | Line 796: | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
|- | |- | ||
| | | | ||
− | + | agent_nps | |
+ | |||
+ | | | ||
+ | Net Promoter Score | ||
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
|- | |- | ||
| | | | ||
− | + | agent_csat | |
+ | |||
+ | | | ||
+ | Customer Satisfaction | ||
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 793: | Line 864: | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
|- | |- | ||
| | | | ||
− | + | agent_cm1 | |
| | | | ||
− | + | Custom Survey Metric 1 | |
| | | | ||
− | |||
| | | | ||
Line 833: | Line 895: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
|- | |- | ||
+ | |agent_cm2 | ||
+ | |||
| | | | ||
− | + | Custom Survey Metric 2 | |
| | | | ||
− | |||
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
|- | |- | ||
| | | | ||
− | + | top_dispositions_per_day | |
+ | |||
+ | | | ||
+ | Most Frequent Dispositions | ||
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
|- | |- | ||
| | | | ||
− | + | team_success_ratio_per_day | |
+ | |||
+ | | | ||
+ | My Team Success Rate | ||
| | | | ||
− | + | <center> </center> | |
| | | | ||
Line 953: | Line 998: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 962: | Line 1,007: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 968: | Line 1,013: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 976: | Line 1,021: | ||
<center> </center> | <center> </center> | ||
+ | |} | ||
+ | |||
+ | == Calendar entries == | ||
+ | {| class="prettytable" | ||
|- | |- | ||
| | | | ||
− | + | <center>'''Protocol Name'''</center> | |
| | | | ||
− | + | <center>'''Name'''</center> | |
+ | |||
+ | | colspan="7" | | ||
+ | <center>'''Applicable to object type'''</center> | ||
+ | |||
+ | | colspan="5" | | ||
+ | <center>'''Campaign/Service type'''</center> | ||
+ | |- | ||
| | | | ||
− | |||
− | |||
− | |||
| | | | ||
− | |||
− | |||
− | |||
| | | | ||
− | <center> | + | <center>'''Item'''</center> |
| | | | ||
− | <center> | + | <center>'''User'''</center> |
| | | | ||
− | <center> | + | <center>'''Team'''</center> |
| | | | ||
− | <center> | + | <center>'''Service'''</center> |
| | | | ||
− | <center> | + | <center>'''Aux Skill'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List Quota'''</center> |
− | |||
| | | | ||
− | + | <center>'''Inbound'''</center> | |
| | | | ||
− | + | <center>'''Outb - Preview'''</center> | |
| | | | ||
− | <center> | + | <center>'''Outb - Predictive'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - SMS Auto'''</center> |
| | | | ||
− | <center> | + | <center>'''Email'''</center> |
+ | |- | ||
| | | | ||
− | + | agent_calendar_pending | |
| | | | ||
− | + | Calendar reminders | |
| | | | ||
Line 1,042: | Line 1,092: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 1,056: | Line 1,106: | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
Line 1,073: | Line 1,122: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |- | ||
| | | | ||
− | + | agent_calendar_overdue | |
| | | | ||
− | + | Calendar reminders in the past | |
| | | | ||
Line 1,088: | Line 1,138: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 1,096: | Line 1,146: | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | + | <center> </center> | |
− | |||
− | |||
− | |||
| | | | ||
Line 1,111: | Line 1,157: | ||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
− | |||
| | | | ||
Line 1,124: | Line 1,167: | ||
<center> </center> | <center> </center> | ||
− | | | + | |} |
− | |||
+ | == Calls (Inbound) == | ||
+ | {| class="prettytable" | ||
+ | |- | ||
| | | | ||
− | <center> | + | <center>'''Protocol Name'''</center> |
| | | | ||
− | <center> | + | <center>'''Name'''</center> |
+ | | colspan="7" | | ||
+ | <center>'''Applicable to object type'''</center> | ||
+ | |||
+ | | colspan="5" | | ||
+ | <center>'''Campaign/Service type'''</center> | ||
+ | |||
+ | |- | ||
| | | | ||
− | |||
− | + | ||
| | | | ||
− | + | ||
| | | | ||
− | + | <center>'''Item'''</center> | |
| | | | ||
− | <center> | + | <center>'''User'''</center> |
| | | | ||
− | <center> | + | <center>'''Team'''</center> |
| | | | ||
− | <center> | + | <center>'''Service'''</center> |
| | | | ||
− | <center> | + | <center>'''Aux Skill'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List Quota'''</center> |
| | | | ||
− | <center> | + | <center>'''Inbound'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - Preview'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - Predictive'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - SMS Auto'''</center> |
| | | | ||
− | <center> | + | <center>'''Email'''</center> |
|- | |- | ||
| | | | ||
− | + | in_calls_received_per_day | |
| | | | ||
− | Inbound | + | Inbound interactions received for the day |
| | | | ||
Line 1,215: | Line 1,266: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
|- | |- | ||
| | | | ||
− | + | in_transfers_received_per_day | |
| | | | ||
− | Inbound | + | Inbound transfers received for the day |
| | | | ||
Line 1,227: | Line 1,281: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 1,246: | Line 1,300: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,258: | Line 1,315: | ||
|- | |- | ||
| | | | ||
− | + | out_transfers_received_per_day | |
| | | | ||
− | + | Outbound transfers received for the day | |
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
Line 1,288: | Line 1,340: | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | + | ||
+ | | | ||
|- | |- | ||
| | | | ||
− | + | in_calls_in_ivr | |
| | | | ||
− | Inbound | + | Inbound calls currently in IVR |
| | | | ||
Line 1,316: | Line 1,367: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 1,334: | Line 1,385: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | in_calls_self_serviced_per_day | |
| | | | ||
− | Inbound | + | Inbound calls self serviced for the day |
| | | | ||
Line 1,374: | Line 1,428: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | in_calls_abandoned_in_ivr_per_day | |
| | | | ||
− | Inbound calls abandoned in | + | Inbound calls abandoned in IVR for the day |
| | | | ||
Line 1,406: | Line 1,463: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,418: | Line 1,478: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_abandoned_total_per_day | |
| | | | ||
− | + | Inbound calls abandoned for the day | |
| | | | ||
Line 1,446: | Line 1,506: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,458: | Line 1,521: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_abandoned_percent_per_day | |
| | | | ||
− | + | Percentage of inbound calls abandoned for the day | |
| | | | ||
Line 1,486: | Line 1,549: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,498: | Line 1,564: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_dropped_in_ivr_per_day | |
| | | | ||
− | + | Inbound calls dropped by system in IVR for the day | |
| | | | ||
Line 1,526: | Line 1,592: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,538: | Line 1,607: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_queued_per_day | |
| | | | ||
− | Inbound calls | + | Inbound calls queued for the day |
| | | | ||
Line 1,566: | Line 1,635: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,578: | Line 1,650: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_first_time_queued_per_day | |
| | | | ||
− | + | Inbound calls first time queued for the day | |
| | | | ||
Line 1,593: | Line 1,665: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 1,614: | Line 1,686: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | in_calls_waiting | |
| | | | ||
− | Inbound | + | Inbound interactions currently in queue |
| | | | ||
Line 1,636: | Line 1,711: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 1,646: | Line 1,721: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,658: | Line 1,736: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_in_progress (renamed from in_calls_waiting_or_active, merged with in_email_waiting_in_all_queues) | |
| | | | ||
− | Inbound | + | Inbound interactions currently in IVR, queue or on agents |
| | | | ||
Line 1,686: | Line 1,764: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,698: | Line 1,779: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_abandoned_in_queue_per_day | |
| | | | ||
− | + | Inbound calls abandoned in queue for the day | |
| | | | ||
Line 1,716: | Line 1,797: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 1,726: | Line 1,807: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,738: | Line 1,822: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_abandoned_in_queue_ratio_per_day | |
| | | | ||
− | + | Percentage of inbound calls abandoned in queue for the day | |
| | | | ||
Line 1,766: | Line 1,850: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,778: | Line 1,865: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_short_abandoned_in_queue_per_day | |
| | | | ||
− | Inbound calls | + | Inbound calls short abandoned in queue for the day |
| | | | ||
Line 1,816: | Line 1,903: | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | + | <center> </center> | |
+ | |- | ||
| | | | ||
− | + | in_calls_short_abandoned_in_queue_ratio_per_day | |
+ | |||
+ | | | ||
+ | Percentage of inbound calls short abandoned in queue for the day | ||
| | | | ||
Line 1,846: | Line 1,936: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 1,858: | Line 1,951: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_dropped_in_queue_per_day | |
| | | | ||
− | Inbound | + | Inbound calls dropped by system in queue for the day |
| | | | ||
Line 1,867: | Line 1,960: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 1,894: | Line 1,987: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | service_level | |
| | | | ||
− | + | Percentage of inbound interactions answered in Service Level | |
| | | | ||
Line 1,907: | Line 2,003: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 1,935: | Line 2,031: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
|- | |- | ||
| | | | ||
− | + | service_level_per_day | |
| | | | ||
− | + | Percentage of inbound interactions answered in Service Level over the day | |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
Line 1,968: | Line 2,061: | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | + | ||
+ | | | ||
|- | |- | ||
| | | | ||
− | + | service_level_target | |
| | | | ||
− | + | Inbound Service Level target | |
| | | | ||
Line 1,987: | Line 2,079: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 1,993: | Line 2,085: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,015: | Line 2,107: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
|- | |- | ||
| | | | ||
− | + | service_level_threshold_time | |
| | | | ||
− | Inbound | + | Inbound Service Level threshold |
| | | | ||
Line 2,027: | Line 2,122: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,055: | Line 2,150: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
|- | |- | ||
| | | | ||
− | + | in_max_wait_time | |
| | | | ||
− | + | Max inbound wait time | |
| | | | ||
Line 2,076: | Line 2,174: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,086: | Line 2,184: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 2,098: | Line 2,199: | ||
|- | |- | ||
| | | | ||
− | + | in_ewt | |
| | | | ||
− | + | Estimated wait time | |
| | | | ||
Line 2,126: | Line 2,227: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 2,138: | Line 2,242: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_routed_per_day | |
| | | | ||
− | Inbound | + | Inbound calls routed to agents for the day |
| | | | ||
Line 2,147: | Line 2,251: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,156: | Line 2,260: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,174: | Line 2,278: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | in_calls_ringing | |
| | | | ||
− | Inbound calls | + | Inbound calls currently ringing |
| | | | ||
Line 2,206: | Line 2,313: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 2,218: | Line 2,328: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_handled_per_day | |
| | | | ||
− | Inbound | + | Inbound interactions handled by agents for the day |
| | | | ||
Line 2,230: | Line 2,340: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,255: | Line 2,365: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
|- | |- | ||
| | | | ||
− | + | in_calls_handled_percent_per_day | |
| | | | ||
− | + | Percentage of inbound calls handled for the day | |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
Line 2,276: | Line 2,386: | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
Line 2,288: | Line 2,395: | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | + | ||
+ | | | ||
|- | |- | ||
| | | | ||
− | + | in_calls_first_time_handled_per_day | |
| | | | ||
− | Inbound calls | + | Unique Inbound calls handled by agents for the day |
| | | | ||
Line 2,326: | Line 2,432: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 2,338: | Line 2,447: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_put_on_hold_per_day | |
| | | | ||
− | Inbound interactions | + | Inbound interactions being put on hold by agent(s) for the day |
| | | | ||
Line 2,353: | Line 2,462: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,366: | Line 2,475: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 2,378: | Line 2,490: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_first_time_put_on_hold_per_day | |
| | | | ||
− | + | Unique inbound interactions being put on hold by agent(s) for the day | |
| | | | ||
Line 2,387: | Line 2,499: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,393: | Line 2,505: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,414: | Line 2,526: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | in_calls_rejected_per_day | |
| | | | ||
− | + | Inbound calls rejected or unanswered by agents for the day | |
| | | | ||
Line 2,428: | Line 2,543: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 2,442: | Line 2,560: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
|- | |- | ||
| | | | ||
− | + | in_calls_abandoned_ringing_per_day | |
| | | | ||
− | + | Inbound calls abandoned while ringing for the day | |
| | | | ||
Line 2,467: | Line 2,585: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,488: | Line 2,606: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,498: | Line 2,619: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_dropped_ringing_per_day | |
+ | |||
+ | | | ||
+ | Inbound calls dropped by system while ringing for the day | ||
| | | | ||
− | + | <center> </center> | |
| | | | ||
Line 2,522: | Line 2,646: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,538: | Line 2,662: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_active_on_agents (renamed from in_calls_talking) | |
| | | | ||
− | + | Inbound interactions currently handled by agents | |
| | | | ||
Line 2,547: | Line 2,671: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,556: | Line 2,680: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,575: | Line 2,699: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
|- | |- | ||
| | | | ||
− | + | in_calls_disconnected_talking_per_day | |
| | | | ||
− | + | Inbound calls released by callers for the day | |
| | | | ||
Line 2,606: | Line 2,733: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 2,618: | Line 2,748: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_dropped_talking_per_day | |
| | | | ||
− | + | Inbound calls released by agents for the day | |
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 2,630: | Line 2,763: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,642: | Line 2,775: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,658: | Line 2,791: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_duration_average_per_day | |
| | | | ||
− | + | Inbound calls duration average for the day | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | in_calls_duration_total_per_day | |
| | | | ||
− | + | Inbound calls duration total for the day | |
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 2,710: | Line 2,849: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,719: | Line 2,858: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,728: | Line 2,867: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,738: | Line 2,877: | ||
|- | |- | ||
| | | | ||
− | + | in_calls_transferred_per_day | |
| | | | ||
− | + | Inbound interactions transferred by agents for the day | |
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 2,750: | Line 2,892: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,759: | Line 2,901: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,768: | Line 2,910: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,778: | Line 2,920: | ||
|- | |- | ||
| | | | ||
− | + | in_average_speed_of_answer | |
| | | | ||
− | + | For calls, average speed of answer. For emails, average time to reply | |
| | | | ||
Line 2,787: | Line 2,929: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,793: | Line 2,935: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,799: | Line 2,941: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 2,808: | Line 2,953: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,814: | Line 2,959: | ||
| | | | ||
− | <center> | + | <center>x</center> |
|- | |- | ||
| | | | ||
− | + | calls_average_handling_time_per_day | |
| | | | ||
− | + | Average Handle time | |
| | | | ||
Line 2,827: | Line 2,972: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 2,833: | Line 2,981: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,839: | Line 2,987: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center>x</center> |
|- | |- | ||
| | | | ||
− | + | calls_average_acw_time_per_day | |
| | | | ||
− | + | Average ACW Time | |
| | | | ||
Line 2,867: | Line 3,015: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,882: | Line 3,033: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,898: | Line 3,049: | ||
|- | |- | ||
| | | | ||
− | + | agent_call_handling_rate | |
| | | | ||
− | + | Call handling rate per hour | |
| | | | ||
Line 2,908: | Line 3,059: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 2,913: | Line 3,067: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,922: | Line 3,076: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,938: | Line 3,092: | ||
|- | |- | ||
| | | | ||
− | + | in_callbacks_requested_per_day | |
| | | | ||
− | + | Callbacks requested for the day | |
| | | | ||
Line 2,953: | Line 3,107: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,963: | Line 3,117: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 2,978: | Line 3,135: | ||
|- | |- | ||
| | | | ||
− | + | in_callbacks_waiting | |
| | | | ||
− | + | Callbacks currently waiting in queue | |
| | | | ||
Line 2,987: | Line 3,144: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 2,993: | Line 3,150: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 2,999: | Line 3,156: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 3,008: | Line 3,168: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 3,016: | Line 3,176: | ||
<center> </center> | <center> </center> | ||
+ | |} | ||
+ | |||
+ | == Records (lists, outbound campaigns, inbound services) == | ||
+ | {| class="prettytable" | ||
|- | |- | ||
| | | | ||
− | + | <center>'''Protocol Name'''</center> | |
| | | | ||
− | + | <center>'''Name'''</center> | |
+ | |||
+ | | colspan="7" | | ||
+ | <center>'''Applicable to object type'''</center> | ||
+ | |||
+ | | colspan="5" | | ||
+ | <center>'''Campaign/Service type'''</center> | ||
+ | |- | ||
| | | | ||
− | + | ||
| | | | ||
− | + | ||
| | | | ||
− | <center> | + | <center>'''Item'''</center> |
| | | | ||
− | <center> | + | <center>'''User'''</center> |
| | | | ||
− | <center> | + | <center>'''Team'''</center> |
| | | | ||
− | <center> | + | <center>'''Service'''</center> |
| | | | ||
− | <center> | + | <center>'''Aux Skill'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List Quota'''</center> |
| | | | ||
− | <center> | + | <center>'''Inbound'''</center> |
+ | |||
+ | | | ||
+ | <center>'''Outb - Preview'''</center> | ||
+ | |||
+ | | | ||
+ | <center>'''Outb - Predictive'''</center> | ||
+ | |||
+ | | | ||
+ | <center>'''Outb - SMS Auto'''</center> | ||
| | | | ||
− | <center> | + | <center>'''Email'''</center> |
|- | |- | ||
| | | | ||
− | + | records_total | |
| | | | ||
− | + | Total number of records in active lists | |
| | | | ||
Line 3,077: | Line 3,257: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 3,085: | Line 3,268: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,098: | Line 3,281: | ||
|- | |- | ||
| | | | ||
− | + | records_completed | |
| | | | ||
− | + | Completed records in active lists | |
| | | | ||
Line 3,117: | Line 3,300: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 3,125: | Line 3,311: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,138: | Line 3,324: | ||
|- | |- | ||
| | | | ||
− | + | records_with_assigned_agents_completed | |
| | | | ||
− | + | Completed records with personal agent assignments | |
| | | | ||
Line 3,159: | Line 3,345: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,169: | Line 3,355: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 3,178: | Line 3,367: | ||
|- | |- | ||
| | | | ||
− | + | records_remaining | |
| | | | ||
− | + | Remaining records in active lists | |
| | | | ||
Line 3,187: | Line 3,376: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 3,199: | Line 3,388: | ||
| | | | ||
− | <center> | + | <center>X</center> |
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 3,205: | Line 3,397: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,211: | Line 3,403: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,218: | Line 3,410: | ||
|- | |- | ||
| | | | ||
− | + | records_quota | |
| | | | ||
− | + | Quota of successes for the calling list quota group | |
| | | | ||
Line 3,227: | Line 3,419: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 3,233: | Line 3,425: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 3,240: | Line 3,432: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 3,248: | Line 3,443: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 3,258: | Line 3,453: | ||
|- | |- | ||
| | | | ||
− | + | records_successes | |
| | | | ||
− | + | Number of records with a success disposition | |
| | | | ||
Line 3,274: | Line 3,469: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 3,288: | Line 3,486: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 3,298: | Line 3,496: | ||
|- | |- | ||
| | | | ||
− | + | records_out_of_quota | |
| | | | ||
− | + | Number of records in quota groups that reached quota limits | |
| | | | ||
Line 3,319: | Line 3,517: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 3,328: | Line 3,529: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 3,338: | Line 3,539: | ||
|- | |- | ||
| | | | ||
− | + | records_with_assigned_agents_remaining | |
| | | | ||
− | + | Remaining rercords with personal agent assignments | |
| | | | ||
Line 3,347: | Line 3,548: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,371: | Line 3,572: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 3,378: | Line 3,582: | ||
|- | |- | ||
| | | | ||
− | + | records_in_dnc | |
| | | | ||
− | + | Number of records excluded by DNC lists from Active Lists | |
| | | | ||
Line 3,412: | Line 3,616: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 3,418: | Line 3,625: | ||
|- | |- | ||
| | | | ||
− | + | records_attempted_per_day | |
| | | | ||
− | Records | + | Records attempted for the day |
| | | | ||
Line 3,446: | Line 3,653: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 3,458: | Line 3,668: | ||
|- | |- | ||
| | | | ||
− | + | records_attempted_ratio_per_day | |
| | | | ||
− | + | Percentage of records attempted for the day | |
| | | | ||
Line 3,486: | Line 3,696: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 3,498: | Line 3,711: | ||
|- | |- | ||
| | | | ||
− | + | records_accepted_per_day | |
| | | | ||
− | + | Records previewed for the day | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | records_skipped_per_day | |
| | | | ||
− | + | Records skipped for the day | |
| | | | ||
Line 3,547: | Line 3,763: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,553: | Line 3,769: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,571: | Line 3,787: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 3,578: | Line 3,797: | ||
|- | |- | ||
| | | | ||
− | + | records_skipped_ratio_per_day | |
| | | | ||
− | + | Percentage of records skipped for the day | |
| | | | ||
Line 3,587: | Line 3,806: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,611: | Line 3,830: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 3,618: | Line 3,840: | ||
|- | |- | ||
| | | | ||
− | + | records_completed_per_day | |
| | | | ||
− | + | Records completed for the day | |
| | | | ||
Line 3,631: | Line 3,853: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 3,636: | Line 3,861: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,645: | Line 3,870: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,658: | Line 3,883: | ||
|- | |- | ||
| | | | ||
− | + | records_completed_ratio_per_day | |
| | | | ||
− | + | Percentage of records completed for the day | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center>X</center> | |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | records_completed_ratio | |
| | | | ||
− | + | Percentage of records completed in active lists | |
| | | | ||
Line 3,707: | Line 3,935: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 3,717: | Line 3,945: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 3,738: | Line 3,969: | ||
|- | |- | ||
| | | | ||
− | + | records_progress | |
| | | | ||
− | + | Records state chart | |
| | | | ||
Line 3,757: | Line 3,988: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 3,778: | Line 4,012: | ||
|- | |- | ||
| | | | ||
− | + | records_dialable | |
| | | | ||
− | + | Records Dialable Right Now | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center>X</center> | |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | records_expired | |
| | | | ||
− | + | Records Expired | |
| | | | ||
Line 3,839: | Line 4,076: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,856: | Line 4,093: | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | + | <center> </center> | |
+ | |||
+ | |} | ||
+ | |||
+ | == Campaign state (Outbound) == | ||
+ | {| class="prettytable" | ||
+ | |- | ||
+ | | | ||
+ | <center>'''Protocol Name'''</center> | ||
| | | | ||
− | + | <center>'''Name'''</center> | |
+ | |||
+ | | colspan="7" | | ||
+ | <center>'''Applicable to object type'''</center> | ||
+ | |||
+ | | colspan="5" | | ||
+ | <center>'''Campaign/Service type'''</center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | |||
+ | |||
+ | | | ||
+ | |||
+ | |||
+ | | | ||
+ | <center>'''Item'''</center> | ||
| | | | ||
− | <center> | + | <center>'''User'''</center> |
| | | | ||
− | <center> | + | <center>'''Team'''</center> |
| | | | ||
− | <center> | + | <center>'''Service'''</center> |
| | | | ||
− | <center> | + | <center>'''Aux Skill'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List Quota'''</center> |
| | | | ||
− | <center> | + | <center>'''Inbound'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - Preview'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - Predictive'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - SMS Auto'''</center> |
| | | | ||
− | <center> | + | <center>'''Email'''</center> |
|- | |- | ||
| | | | ||
− | + | out_campaign_mode | |
+ | |||
+ | | | ||
+ | Campaign mode | ||
| | | | ||
− | + | <center> </center> | |
| | | | ||
Line 3,913: | Line 4,176: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 3,925: | Line 4,188: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,938: | Line 4,201: | ||
|- | |- | ||
| | | | ||
− | + | out_campaign_duration_forecast | |
| | | | ||
− | + | Estimated campaign duration | |
| | | | ||
Line 3,953: | Line 4,216: | ||
| | | | ||
− | <center> | + | <center>X</center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 3,965: | Line 4,231: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 3,978: | Line 4,244: | ||
|- | |- | ||
| | | | ||
− | + | out_average_success_rate | |
+ | |||
+ | | | ||
+ | Average Success Rate - percentage of successful call attempts | ||
| | | | ||
− | + | <center> </center> | |
| | | | ||
Line 3,993: | Line 4,262: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 4,005: | Line 4,274: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 4,016: | Line 4,285: | ||
<center> </center> | <center> </center> | ||
+ | |} | ||
+ | |||
+ | == Dispositions == | ||
+ | {| class="prettytable" | ||
|- | |- | ||
| | | | ||
− | + | <center>'''Protocol Name'''</center> | |
| | | | ||
− | + | <center>'''Name'''</center> | |
+ | |||
+ | | colspan="7" | | ||
+ | <center>'''Applicable to object type'''</center> | ||
+ | |||
+ | | colspan="5" | | ||
+ | <center>'''Campaign/Service type'''</center> | ||
+ | |- | ||
| | | | ||
− | + | ||
| | | | ||
− | |||
− | |||
− | |||
| | | | ||
− | <center> | + | <center>'''Item'''</center> |
| | | | ||
− | <center> | + | <center>'''User'''</center> |
| | | | ||
− | <center> | + | <center>'''Team'''</center> |
| | | | ||
− | <center> | + | <center>'''Service'''</center> |
| | | | ||
− | <center> | + | <center>'''Aux Skill'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List Quota'''</center> |
| | | | ||
− | <center> | + | <center>'''Inbound'''</center> |
− | |||
| | | | ||
− | + | <center>'''Outb - Preview'''</center> | |
| | | | ||
− | + | <center>'''Outb - Predictive'''</center> | |
| | | | ||
− | <center> | + | <center>'''Outb - SMS Auto'''</center> |
| | | | ||
− | <center> | + | <center>'''Email'''</center> |
+ | |- | ||
| | | | ||
− | + | calls_dispositions_per_day | |
| | | | ||
− | + | | |
| | | | ||
Line 4,079: | Line 4,356: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,085: | Line 4,362: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,091: | Line 4,368: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | + | <center>X</center> | |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,112: | Line 4,388: | ||
<center> </center> | <center> </center> | ||
+ | |- | ||
| | | | ||
− | + | calls_dispositions_ratio_per_day | |
| | | | ||
− | + | | |
| | | | ||
Line 4,128: | Line 4,405: | ||
| | | | ||
− | <center> | + | <center>X</center> |
− | |||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
| | | | ||
Line 4,150: | Line 4,417: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,156: | Line 4,423: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,164: | Line 4,431: | ||
<center> </center> | <center> </center> | ||
− | | | + | |} |
− | |||
+ | == Calls (Outbound Dialer) == | ||
+ | {| class="prettytable" | ||
+ | |- | ||
| | | | ||
− | <center> | + | <center>'''Protocol Name'''</center> |
| | | | ||
− | <center> | + | <center>'''Name'''</center> |
− | | | + | | colspan="7" | |
− | <center> | + | <center>'''Applicable to object type'''</center> |
+ | |||
+ | | colspan="5" | | ||
+ | <center>'''Campaign/Service type'''</center> | ||
|- | |- | ||
| | | | ||
− | + | ||
+ | |||
+ | | | ||
+ | |||
| | | | ||
− | + | <center>'''Item'''</center> | |
| | | | ||
− | <center> | + | <center>'''User'''</center> |
| | | | ||
− | <center> | + | <center>'''Team'''</center> |
| | | | ||
− | <center> | + | <center>'''Service'''</center> |
| | | | ||
− | <center> | + | <center>'''Aux Skill'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List Quota'''</center> |
| | | | ||
− | <center> | + | <center>'''Inbound'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - Preview'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - Predictive'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - SMS Auto'''</center> |
| | | | ||
− | <center> | + | <center>'''Email'''</center> |
|- | |- | ||
| | | | ||
− | + | out_calls_current_call_rate | |
| | | | ||
− | Outbound | + | Outbound current calling rate |
| | | | ||
Line 4,248: | Line 4,523: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,258: | Line 4,536: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_placed_per_day | |
| | | | ||
− | Outbound | + | Outbound call attempts for the day |
| | | | ||
Line 4,273: | Line 4,551: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,285: | Line 4,563: | ||
| | | | ||
− | <center> | + | <center>X</center> |
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,298: | Line 4,579: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_in_progress | |
| | | | ||
− | Outbound | + | Outbound call attempts currently in progress |
| | | | ||
Line 4,313: | Line 4,594: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,325: | Line 4,606: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 4,338: | Line 4,622: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_failed_per_day | |
| | | | ||
− | Outbound calls | + | Outbound calls attemtps failed fo the day |
| | | | ||
Line 4,353: | Line 4,637: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 4,365: | Line 4,649: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 4,378: | Line 4,665: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_answered_per_day | |
| | | | ||
− | + | Outbound successful calls attempts for the day | |
| | | | ||
Line 4,393: | Line 4,680: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 4,405: | Line 4,692: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,418: | Line 4,708: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_answered_ratio_per_day | |
| | | | ||
− | + | Percentage of outbound successful call attempts for the day | |
| | | | ||
Line 4,445: | Line 4,735: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,458: | Line 4,751: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_in_ivr | |
| | | | ||
− | Outbound | + | Outbound calls currently in IVR |
| | | | ||
Line 4,473: | Line 4,766: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 4,491: | Line 4,784: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,498: | Line 4,794: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_self_serviced_per_day | |
| | | | ||
− | + | Outbound calls self serviced for the day | |
| | | | ||
Line 4,532: | Line 4,828: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,538: | Line 4,837: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_abandoned_in_ivr_per_day | |
| | | | ||
− | Outbound calls | + | Outbound calls abandoned in IVR for the day |
| | | | ||
Line 4,553: | Line 4,852: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,571: | Line 4,870: | ||
| | | | ||
− | <center> | + | <center>X</center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,578: | Line 4,880: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_abandoned_in_ivr_ratio_per_day | |
| | | | ||
− | + | Percentage of outbound calls abandoned in IVR for the day | |
| | | | ||
Line 4,593: | Line 4,895: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,611: | Line 4,913: | ||
| | | | ||
− | <center> | + | <center>X</center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,618: | Line 4,923: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_dropped_in_ivr_per_day | |
| | | | ||
− | Outbound calls | + | Outbound calls dropped in IVR for the day |
| | | | ||
Line 4,652: | Line 4,957: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,658: | Line 4,966: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_queued_per_day | |
| | | | ||
− | Outbound calls | + | Outbound calls queued for the day |
| | | | ||
Line 4,673: | Line 4,981: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 4,691: | Line 4,999: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,698: | Line 5,009: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_waiting | |
| | | | ||
− | Outbound calls | + | Outbound calls currently in queue |
| | | | ||
Line 4,707: | Line 5,018: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 4,728: | Line 5,039: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,738: | Line 5,052: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_abandoned_in_queue_per_day | |
| | | | ||
− | Outbound calls | + | Outbound calls abandoned in queue for the day |
| | | | ||
Line 4,747: | Line 5,061: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 4,753: | Line 5,067: | ||
| | | | ||
− | <center> | + | <center>X</center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,768: | Line 5,085: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 4,778: | Line 5,095: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_abandoned_in_queue_ratio_per_day | |
| | | | ||
− | + | Percentage of outbound calls abandoned in queue for the day | |
| | | | ||
Line 4,787: | Line 5,104: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 4,811: | Line 5,128: | ||
| | | | ||
− | <center> | + | <center>X</center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,818: | Line 5,138: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_dropped_in_queue_per_day | |
| | | | ||
− | Outbound | + | Outbound calls dropped in queue for the day |
| | | | ||
Line 4,827: | Line 5,147: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,851: | Line 5,171: | ||
| | | | ||
− | <center> | + | <center>X</center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
− | <center> | + | <center> </center> |
|- | |- | ||
| | | | ||
− | + | out_calls_unattended_per_day | |
| | | | ||
− | Outbound | + | Outbound answered calls that did not connect to agent in compliance time, per day |
| | | | ||
Line 4,873: | Line 5,196: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 4,888: | Line 5,211: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | out_calls_unattended_ratio_per_day | |
| | | | ||
− | + | Percentage of calls that did not connect to agent in compliance time, per day | |
| | | | ||
Line 4,914: | Line 5,240: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,931: | Line 5,260: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 4,938: | Line 5,267: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_routed_per_day | |
| | | | ||
− | Outbound calls | + | Outbound calls routed to agents for the day |
| | | | ||
Line 4,954: | Line 5,283: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 4,971: | Line 5,303: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 4,978: | Line 5,310: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_ringing | |
| | | | ||
− | Outbound calls | + | Outbound calls delivered to agents and currently ringing |
| | | | ||
Line 4,994: | Line 5,326: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 5,011: | Line 5,346: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
|- | |- | ||
| | | | ||
− | + | out_calls_abandoned_ringing_per_day | |
| | | | ||
− | Outbound | + | Outbound calls abandoned while ringing for the day |
| | | | ||
Line 5,033: | Line 5,368: | ||
| | | | ||
− | <center> | + | <center>X</center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 5,048: | Line 5,386: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 5,058: | Line 5,396: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_dropped_ringing_per_day | |
| | | | ||
− | Outbound calls | + | Outbound calls dropped while ringing for the day |
| | | | ||
Line 5,085: | Line 5,423: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 5,092: | Line 5,430: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 5,098: | Line 5,439: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_duration_average_per_day | |
| | | | ||
− | + | Outbound calls duration average for the day | |
| | | | ||
Line 5,107: | Line 5,448: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,113: | Line 5,454: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,125: | Line 5,466: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
<center> </center> | <center> </center> | ||
+ | | | ||
+ | <center> </center> | ||
|- | |- | ||
| | | | ||
− | + | out_calls_duration_total_per_day | |
| | | | ||
− | + | Outbound calls duration total for the day | |
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,151: | Line 5,497: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,166: | Line 5,512: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,179: | Line 5,525: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_rejected_per_day | |
| | | | ||
− | + | Outbound calls rejected or unanswered by agents for the day | |
| | | | ||
Line 5,188: | Line 5,534: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 5,210: | Line 5,556: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,215: | Line 5,564: | ||
| | | | ||
− | <center> | + | <center> </center> |
|- | |- | ||
| | | | ||
− | + | out_calls_handled_per_day | |
| | | | ||
− | + | Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses. | |
| | | | ||
Line 5,231: | Line 5,580: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,250: | Line 5,599: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,259: | Line 5,611: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_active_on_agents (renamed from out_calls_talking) | |
| | | | ||
− | + | Outbound interactions currently handled by agents | |
| | | | ||
Line 5,268: | Line 5,620: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 5,289: | Line 5,641: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,299: | Line 5,654: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_disconnected_talking_per_day | |
| | | | ||
− | + | Outbound calls released by remote party for the day | |
| | | | ||
Line 5,308: | Line 5,663: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 5,329: | Line 5,684: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,335: | Line 5,693: | ||
| | | | ||
− | <center> | + | <center> </center> |
|- | |- | ||
| | | | ||
− | + | out_calls_dropped_talking_per_day | |
| | | | ||
− | + | Outbound calls released by agent for the day | |
| | | | ||
Line 5,348: | Line 5,706: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,366: | Line 5,727: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,375: | Line 5,736: | ||
| | | | ||
− | <center> | + | <center> </center> |
|- | |- | ||
| | | | ||
− | + | out_calls_transferred_per_day | |
| | | | ||
− | + | Outbound calls transferred by agents for the day | |
| | | | ||
Line 5,388: | Line 5,749: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,406: | Line 5,770: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,419: | Line 5,783: | ||
|- | |- | ||
| | | | ||
− | + | out_calls_in_progress (renamed from out_calls_in_progress_or_active) | |
| | | | ||
− | + | Outbound interactions in any stage | |
| | | | ||
Line 5,428: | Line 5,792: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 5,449: | Line 5,813: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,455: | Line 5,822: | ||
| | | | ||
− | <center> | + | <center> </center> |
|- | |- | ||
| | | | ||
− | + | out_calls_abandoned_per_day | |
| | | | ||
− | + | Outbound calls abandoned at any stage for the day | |
| | | | ||
Line 5,468: | Line 5,835: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 5,474: | Line 5,841: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 5,484: | Line 5,851: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 5,489: | Line 5,859: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 5,495: | Line 5,865: | ||
| | | | ||
− | <center> | + | <center> </center> |
|- | |- | ||
| | | | ||
− | + | out_calls_abandoned_ratio_per_day | |
| | | | ||
− | + | Percentage of outbound calls abandoned at any stage for the day | |
| | | | ||
Line 5,508: | Line 5,878: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 5,514: | Line 5,884: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 5,524: | Line 5,894: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 5,534: | Line 5,910: | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
+ | |} | ||
+ | |||
+ | == Email == | ||
+ | {| class="prettytable" | ||
|- | |- | ||
| | | | ||
− | + | <center>'''Protocol Name'''</center> | |
| | | | ||
− | + | <center>'''Name'''</center> | |
+ | |||
+ | | colspan="7" | | ||
+ | <center>'''Applicable to object type'''</center> | ||
+ | |||
+ | | colspan="5" | | ||
+ | <center>'''Campaign/Service type'''</center> | ||
+ | |- | ||
| | | | ||
− | + | ||
| | | | ||
− | |||
− | |||
− | |||
| | | | ||
− | <center> | + | <center>'''Item'''</center> |
| | | | ||
− | <center> | + | <center>'''User'''</center> |
| | | | ||
− | <center> | + | <center>'''Team'''</center> |
| | | | ||
− | <center> | + | <center>'''Service'''</center> |
| | | | ||
− | <center> | + | <center>'''Aux Skill'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List Quota'''</center> |
+ | |||
+ | | | ||
+ | <center>'''Inbound'''</center> | ||
+ | |||
+ | | | ||
+ | <center>'''Outb - Preview'''</center> | ||
+ | |||
+ | | | ||
+ | <center>'''Outb - Predictive'''</center> | ||
+ | |||
+ | | | ||
+ | <center>'''Outb - SMS Auto'''</center> | ||
| | | | ||
− | <center> | + | <center>'''Email'''</center> |
|- | |- | ||
| | | | ||
− | + | in_emails_joined_existing_cases (renamed from in_emails_joined_existing_queue) | |
| | | | ||
− | + | number of inbound emails joined to already existing case, per day | |
| | | | ||
Line 5,595: | Line 5,989: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 5,619: | Line 6,016: | ||
|- | |- | ||
| | | | ||
− | + | in_email_received_new_per_day | |
| | | | ||
− | + | Inbound interactions received for the day for new cases | |
| | | | ||
Line 5,632: | Line 6,029: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,659: | Line 6,059: | ||
|- | |- | ||
| | | | ||
− | + | in_email_carried_over | |
| | | | ||
− | + | Inbound emails carried over from previous day | |
| | | | ||
Line 5,675: | Line 6,075: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 5,699: | Line 6,102: | ||
|- | |- | ||
| | | | ||
− | + | in_email_carried_over_new | |
| | | | ||
− | + | Inbound emails carried over from previous day for new cases | |
| | | | ||
Line 5,708: | Line 6,111: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,715: | Line 6,118: | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 5,739: | Line 6,145: | ||
|- | |- | ||
| | | | ||
− | + | in_email_offered_per_day | |
| | | | ||
− | + | Inbound emails offered to agent for the day | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
− | |||
| | | | ||
− | + | <center>x</center> | |
+ | |||
+ | |- | ||
+ | | | ||
+ | in_email_rejected_per_day | ||
+ | |||
+ | | | ||
+ | Inbound emails unanswered for the day | ||
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
|- | |- | ||
| | | | ||
− | + | in_email_pulled_per_day | |
| | | | ||
− | + | Inbound emails pulled by agent for the day | |
| | | | ||
Line 5,828: | Line 6,231: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,856: | Line 6,259: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
|- | |- | ||
| | | | ||
− | + | in_email_processed_replied_per_day | |
| | | | ||
− | + | Inbound emails replied for the day | |
| | | | ||
Line 5,868: | Line 6,274: | ||
| | | | ||
− | <center> | + | <center>x</center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,895: | Line 6,304: | ||
| | | | ||
− | <center> | + | <center>x</center> |
|- | |- | ||
| | | | ||
− | + | in_email_processed_noreply_per_day | |
| | | | ||
− | + | Inbound emails closed without reply for the day | |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,914: | Line 6,323: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,937: | Line 6,346: | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | + | <center>x</center> | |
+ | |- | ||
| | | | ||
− | + | in_email_handled_new_per_day | |
+ | |||
+ | | | ||
+ | Number of new emails processed by agents, including replied, closed without reply, transferred and service changes | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,951: | Line 6,366: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 5,960: | Line 6,375: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 5,975: | Line 6,390: | ||
| | | | ||
− | <center> | + | <center>x</center> |
|- | |- | ||
| | | | ||
− | + | in_email_waiting_in_personal_queues | |
| | | | ||
− | + | Inbound emails currently on agents, saved in personal queues | |
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 5,991: | Line 6,409: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,000: | Line 6,418: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,015: | Line 6,433: | ||
| | | | ||
− | <center> | + | <center>x</center> |
|- | |- | ||
| | | | ||
− | + | in_email_waiting_in_pq_breached_sla | |
| | | | ||
− | + | Inbound emails currently on agents, saved in personal queues, waiting in excess of SLA time | |
| | | | ||
Line 6,028: | Line 6,446: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
Line 6,055: | Line 6,476: | ||
| | | | ||
− | <center> | + | <center>x</center> |
|- | |- | ||
| | | | ||
− | + | out_email_waiting_in_personal_queues | |
| | | | ||
− | + | Outbound emails currently on agents, saved in personal queues | |
| | | | ||
Line 6,068: | Line 6,489: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 6,096: | Line 6,517: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>x</center> | ||
|- | |- | ||
| | | | ||
− | + | in_service_changed_per_day | |
| | | | ||
− | + | Number of interactions recategorized to a different service by agents | |
| | | | ||
Line 6,108: | Line 6,532: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 6,114: | Line 6,538: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 6,137: | Line 6,561: | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | + | <center>x</center> | |
+ | |||
+ | |- | ||
+ | | | ||
+ | in_service_change_received_per_day | ||
| | | | ||
− | + | Number of interactions re-categorized from a different service by agents | |
| | | | ||
Line 6,148: | Line 6,575: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,154: | Line 6,581: | ||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
Line 6,177: | Line 6,604: | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | + | <center>x</center> | |
+ | |- | ||
| | | | ||
− | + | in_email_spam | |
| | | | ||
− | + | Number of interactions re-categorized as spam by agents | |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
− | |||
| | | | ||
− | + | <center>x</center> | |
− | | | + | |- |
− | + | |in_email_trash | |
| | | | ||
− | + | Number of interactions re-categorized as trash by agents | |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
− | | | + | |} |
− | |||
+ | == Configuration and runtime attributes == | ||
+ | {| class="prettytable" | ||
+ | |- | ||
| | | | ||
− | <center> | + | <center>'''Protocol Name'''</center> |
| | | | ||
− | <center> | + | <center>'''Name'''</center> |
+ | |||
+ | | colspan="7" | | ||
+ | <center>'''Applicable to object type'''</center> | ||
+ | |||
+ | | colspan="5" | | ||
+ | <center>'''Campaign/Service type'''</center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | |||
+ | |||
+ | | | ||
+ | |||
+ | |||
+ | | | ||
+ | <center>'''Item'''</center> | ||
+ | |||
+ | | | ||
+ | <center>'''User'''</center> | ||
+ | |||
+ | | | ||
+ | <center>'''Team'''</center> | ||
+ | |||
+ | | | ||
+ | <center>'''Service'''</center> | ||
+ | |||
+ | | | ||
+ | <center>'''Aux Skill'''</center> | ||
| | | | ||
− | <center> | + | <center>'''Calling List'''</center> |
| | | | ||
− | <center> | + | <center>'''Calling List Quota'''</center> |
| | | | ||
− | <center> | + | <center>'''Inbound'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - Preview'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - Predictive'''</center> |
| | | | ||
− | <center> | + | <center>'''Outb - SMS Auto'''</center> |
| | | | ||
− | <center> | + | <center>'''Email'''</center> |
|- | |- | ||
| | | | ||
− | + | item_id | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 6,308: | Line 6,746: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,326: | Line 6,764: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,339: | Line 6,777: | ||
|- | |- | ||
| | | | ||
− | + | user_id | |
| | | | ||
Line 6,366: | Line 6,804: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,379: | Line 6,820: | ||
|- | |- | ||
| | | | ||
− | + | team_id | |
| | | | ||
Line 6,386: | Line 6,827: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 6,406: | Line 6,850: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,419: | Line 6,863: | ||
|- | |- | ||
| | | | ||
− | + | service_id | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 6,446: | Line 6,896: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
− | |||
− | |||
− | |||
| | | | ||
Line 6,459: | Line 6,906: | ||
|- | |- | ||
| | | | ||
− | + | list_id | |
| | | | ||
Line 6,468: | Line 6,915: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,478: | Line 6,925: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 6,486: | Line 6,936: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,499: | Line 6,949: | ||
|- | |- | ||
| | | | ||
− | + | name | |
| | | | ||
Line 6,506: | Line 6,956: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 6,512: | Line 6,968: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 6,526: | Line 6,985: | ||
| | | | ||
− | <center> | + | <center> </center> |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
| | | | ||
Line 6,539: | Line 6,992: | ||
|- | |- | ||
| | | | ||
− | + | firstname | |
| | | | ||
Line 6,566: | Line 7,019: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,579: | Line 7,035: | ||
|- | |- | ||
| | | | ||
− | + | lastname | |
| | | | ||
Line 6,606: | Line 7,062: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,619: | Line 7,078: | ||
|- | |- | ||
| | | | ||
− | + | login_id | |
| | | | ||
Line 6,646: | Line 7,105: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,659: | Line 7,121: | ||
|- | |- | ||
| | | | ||
− | + | extension | |
| | | | ||
Line 6,686: | Line 7,148: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,699: | Line 7,164: | ||
|- | |- | ||
| | | | ||
− | + | team_name | |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
Line 6,711: | Line 7,174: | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | + | ||
+ | | | ||
|- | |- | ||
| | | | ||
− | + | is_agent | |
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
Line 6,751: | Line 7,205: | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | + | ||
+ | | | ||
|- | |- | ||
| | | | ||
− | + | is_super | |
| | | | ||
Line 6,816: | Line 7,263: | ||
| | | | ||
<center> </center> | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
|- | |- | ||
| | | | ||
− | + | is_logged | |
| | | | ||
Line 6,846: | Line 7,296: | ||
| | | | ||
− | <center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 6,859: | Line 7,312: | ||
|- | |- | ||
| | | | ||
− | + | login_time | |
| | | | ||
Line 6,893: | Line 7,346: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 6,899: | Line 7,355: | ||
|- | |- | ||
| | | | ||
− | + | acd_state | |
| | | | ||
Line 6,933: | Line 7,389: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 6,939: | Line 7,398: | ||
|- | |- | ||
| | | | ||
− | + | state_duration | |
| | | | ||
Line 6,973: | Line 7,432: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 6,979: | Line 7,441: | ||
|- | |- | ||
| | | | ||
− | + | reason | |
| | | | ||
Line 7,010: | Line 7,472: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,019: | Line 7,484: | ||
|- | |- | ||
| | | | ||
− | + | acd_next_state | |
| | | | ||
Line 7,053: | Line 7,518: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,059: | Line 7,527: | ||
|- | |- | ||
| | | | ||
− | + | next_reason | |
| | | | ||
Line 7,093: | Line 7,561: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,099: | Line 7,570: | ||
|- | |- | ||
| | | | ||
− | + | active_item_id | |
| | | | ||
Line 7,126: | Line 7,597: | ||
| | | | ||
− | <center> | + | <center>X</center> |
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,139: | Line 7,613: | ||
|- | |- | ||
| | | | ||
− | + | active_item_service_id | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,163: | Line 7,640: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,179: | Line 7,656: | ||
|- | |- | ||
| | | | ||
− | + | active_item_service_name | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,194: | Line 7,674: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
Line 7,203: | Line 7,683: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,219: | Line 7,699: | ||
|- | |- | ||
| | | | ||
− | + | active_item_media_type | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,243: | Line 7,726: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,259: | Line 7,742: | ||
|- | |- | ||
| | | | ||
− | + | active_item_state | |
| | | | ||
Line 7,265: | Line 7,748: | ||
| | | | ||
− | <center>X</center> | + | <center> </center> |
+ | |||
+ | | | ||
+ | <center>X</center> | ||
| | | | ||
Line 7,283: | Line 7,769: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,299: | Line 7,785: | ||
|- | |- | ||
| | | | ||
− | + | active_item_direction | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,323: | Line 7,812: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,339: | Line 7,828: | ||
|- | |- | ||
| | | | ||
− | + | active_item_party_name | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,363: | Line 7,855: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,379: | Line 7,871: | ||
|- | |- | ||
| | | | ||
− | + | active_item_party_firstname | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,403: | Line 7,898: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,419: | Line 7,914: | ||
|- | |- | ||
| | | | ||
− | + | active_item_party_lastname | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,443: | Line 7,941: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,459: | Line 7,957: | ||
|- | |- | ||
| | | | ||
− | + | active_item_is_flagged | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,483: | Line 7,984: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,499: | Line 8,000: | ||
|- | |- | ||
| | | | ||
− | + | active_item_qm_monitor_user | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,523: | Line 8,027: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,539: | Line 8,043: | ||
|- | |- | ||
| | | | ||
− | + | active_item_qm_monitor_mode | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,563: | Line 8,070: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,579: | Line 8,086: | ||
|- | |- | ||
| | | | ||
− | + | active_item_qm_monitor_item_id | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,603: | Line 8,113: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,619: | Line 8,129: | ||
|- | |- | ||
| | | | ||
− | + | active_item_qm_monitored_item_id | |
| | | | ||
| | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,643: | Line 8,156: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,659: | Line 8,172: | ||
|- | |- | ||
| | | | ||
− | + | active_item_talk_duration | |
| | | | ||
Line 7,665: | Line 8,178: | ||
| | | | ||
− | <center> | + | <center> </center> |
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
Line 7,686: | Line 8,199: | ||
| | | | ||
− | <center> | + | <center>X</center> |
| | | | ||
− | <center> </center> | + | <center>X</center> |
− | + | ||
− | | | + | | |
− | <center> </center> | + | <center>X</center> |
− | + | ||
− | | | + | | |
− | <center> </center> | + | <center> </center> |
− | + | ||
− | |- | + | | |
− | | | + | <center> </center> |
− | hold_duration | + | |
− | + | |- | |
− | | | + | | |
− | | + | active_item_hold_duration |
− | + | ||
− | | | + | | |
− | <center>X</center> | + | |
− | + | ||
− | | | + | | |
− | <center> </center> | + | <center> </center> |
− | + | ||
− | | | + | | |
− | <center> </center> | + | <center>X</center> |
− | + | ||
− | | | + | | |
− | <center> </center> | + | <center> </center> |
− | + | ||
− | | | + | | |
− | <center> </center> | + | <center> </center> |
− | + | ||
− | | | + | | |
− | <center> </center> | + | <center> </center> |
− | + | ||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | active_item_sentiment | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | |||
+ | | | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | items | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | media_type | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | state | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | direction | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | service_name | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | party_name | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | party_firstname | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | party_lastname | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | is_flagged | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | qm_is_recording | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | qm_monitor_user | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | qm_monitor_mode | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | qm_monitor_item_id | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | qm_monitored_item_id | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | talk_duration | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | |- | ||
+ | | | ||
+ | hold_duration | ||
+ | |||
+ | | | ||
+ | | ||
+ | |||
+ | | | ||
+ | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
+ | |||
| | | | ||
<center> </center> | <center> </center> | ||
Line 7,761: | Line 9,002: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,795: | Line 9,039: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,841: | Line 9,088: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,881: | Line 9,131: | ||
| | | | ||
<center>X</center> | <center>X</center> | ||
+ | |||
+ | | | ||
+ | <center> </center> | ||
| | | | ||
Line 7,936: | Line 9,189: | ||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
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</translate> | </translate> |
Revision as of 20:44, 21 September 2020
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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agent_cm2 |
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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|
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outbound_campaign_link_group |
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|
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