ACDQueueStatisticsType
Individual record in the ACDOperatorAggregationGroupType group.
Fields
AC
AC:
Number of answered calls. Name is 'AnsweredCalls' if 'abbreviation' is set to 'false'
ACW
ACW:
Time between operator ended a call and changed status to a one different from the 'AFTER_SERVICE'. This time is tracked only if operator changed status to 'AFTER_SERVICE' after the call. Name is 'AfterCallWork' if 'abbreviation' is set to 'false'
AT
AT:
Time between user called Voximplant cloud and time they disconnect not reaching the operator. Name is 'AbandonmentTime' if 'abbreviation' is set to 'false'
date
date: date
If aggregation is enabled, contains UTC date for the results in 24-h 'YYYY-MM-DD' format
hour
hour: number
If aggregation is enabled, contains the 60-minute interval number from 1 to 24
HT
HT:
Sum of 'TalkTime' and 'AfterCallWork'. Name is 'HandlingTime' if 'abbreviation' is set to 'false'
QL
QL:
How many users are in the queue. Name is 'QueueLength' if 'abbreviation' is set to 'false'
RC
RC:
Number of calls rejected by the ACD. Call is rejected if all operators are offline or banned, or queue length is exceeded, or predicted answer time exceeds maximum specified for the query. Name is 'RejectedCalls' if 'abbreviation' is set to 'false'
SA
SA:
Delay between a call started to ring and operator answered it. Name is 'SpeedOfAnswer' if 'abbreviation' is set to 'false'
SL
SL:
List of service levels. Name is 'ServiceLevel' if 'abbreviation' is set to 'false'
TACW
TACW: number
Sum of 'AfterCallWork', in seconds. Name is 'TotalAfterCallWork' if 'abbreviation' is set to 'false'
TAT
TAT: number
Sum for all times between user called Voximplant cloud and time they disconnect not reaching the operator, in seconds. Name is 'TotalAbandonmentTime' if 'abbreviation' is set to 'false'
TC
TC: number
Total number of calls. Name is 'TotalCalls' if 'abbreviation' is set to 'false'
THT
THT: number
Sum of 'HandlingTime', in seconds. Name is 'TotalHandlingTime' if 'abbreviation' is set to 'false'
TST
TST: number
Sum of 'SpeedOfAnswer', in seconds. Name is 'TotalSubmissionTime' if 'abbreviation' is set to 'false'
TT
TT:
Time between operator answering and ending a call. Name is 'TalkTime' if 'abbreviation' is set to 'false'
TTT
TTT: number
Sum of 'TalkTime', in seconds. Name is 'TotalTalkTime' if 'abbreviation' is set to 'false'
TWT
TWT: number
Sum of 'WaitingTime', in seconds. Name is 'TotalWaitingTime' if 'abbreviation' is set to 'false'
UAC
UAC:
Number of unanswered calls. Name is 'UnansweredCalls' if 'abbreviation' is set to 'false'
WT
WT:
Delay between user called and operator answered the call (or call is terminated). Name is 'WaitingTime' if 'abbreviation' is set to 'false'