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(→‎list of statistics to be monitored)
(Update with the copy of version: 8.5.2DRAFT)
 
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= List of statistics to be monitored=
+
= Monitored statistics =
 +
This document is part of the [[StatisticsAPI|Statistics API]] portion of the [[Welcome|Web Services API]].
 
__TOC__
 
__TOC__
  
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The properties meaning are:
 
The properties meaning are:
 
* name - the name of statistic as it appears in API request
 
* name - the name of statistic as it appears in API request
−
* statisticDefinitionName - the name of statistic type (definition) as it's in CME ([[http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |See Stat Server User’s Guide]])
+
* statisticDefinitionName - the name of statistic type (definition) as it's in CME (see {{Repository|81fr_us-statserver.pdf|01cbd701-da38-49b6-b984-394ca06187e8 |Stat Server User’s Guide}})
−
* objectType - the type of objects statistic is applied. Possible values: AGENT|QUEUE|SKILL_Q|SKILL_AG:
+
* objectType - the type of objects statistic is applied. Possible values: AGENT|QUEUE|SKILL_Q|SKILL_AG|VIRTUAL_QUEUE:
 
** AGENT - statistic is monitored for agents
 
** AGENT - statistic is monitored for agents
 
** QUEUE - statistic is monitored for queues
 
** QUEUE - statistic is monitored for queues
 
** SKILL_AG - statistic is monitored for agentGroup, associated with skill
 
** SKILL_AG - statistic is monitored for agentGroup, associated with skill
 
** SKILL_Q - statistic is monitored for virtual queue, associated with skill
 
** SKILL_Q - statistic is monitored for virtual queue, associated with skill
 +
** VIRTUAL_QUEUE - statistic is monitored for virtual queues
 
* notificationMode - PERIODICAL
 
* notificationMode - PERIODICAL
 
* notificationFrequency - the frequency of notification (in seconds)
 
* notificationFrequency - the frequency of notification (in seconds)
−
* timeProfile - the name of timeProfile in Configuration Manager used for statistic aggregation ([[http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |See Stat Server User’s Guide]])
+
* timeProfile - the name of timeProfile in Configuration Manager used for statistic aggregation (see {{Repository|81fr_us-statserver.pdf|01cbd701-da38-49b6-b984-394ca06187e8 |Stat Server User’s Guide}})
−
* timeRange/timeRange2 - the timeranges names which are defined in Configuration Manager and are used for calculating statistic. ([[http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |See Stat Server User’s Guide]]).
+
* timeRange/timeRange2 - the timeranges names which are defined in Configuration Manager and are used for calculating statistic (see {{Repository|81fr_us-statserver.pdf|01cbd701-da38-49b6-b984-394ca06187e8 |Stat Server User’s Guide}})
  
 
</toggledisplay>
 
</toggledisplay>
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|}
 
|}
  
−
Note that those properties are used for defining the statistics. Not all combinations are supported by StatServer. See [http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |File:81fr us-statserver.pdf Stat Server user guide] for more info.
+
Note that those properties are used for defining the statistics. Not all combinations are supported by StatServer. See {{Repository|81fr_us-statserver.pdf|01cbd701-da38-49b6-b984-394ca06187e8 |Stat Server user guide}} for more info.
  
 
</toggledisplay>
 
</toggledisplay>
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<p><toggledisplay showtext="[+] CurrentNotReadyAgents" hidetext="[-] CurrentNotReadyAgents">
 
<p><toggledisplay showtext="[+] CurrentNotReadyAgents" hidetext="[-] CurrentNotReadyAgents">
 
Number of not ready agents with skill
 
Number of not ready agents with skill
−
  <nowiki>
+
  <pre>
 
name: CurrentNotReadyAgents
 
name: CurrentNotReadyAgents
 
notificationFrequency: 10
 
notificationFrequency: 10
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     mainMask: NotReadyForNextCall
 
     mainMask: NotReadyForNextCall
 
     subject: AgentStatus
 
     subject: AgentStatus
−
</nowiki>
+
</pre>
 
Time profile - not used.
 
Time profile - not used.
 
</toggledisplay></p>
 
</toggledisplay></p>
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==Agent Statistics==
 
==Agent Statistics==
−
<!--
+
<p><toggledisplay showtext="[+] AverageHandlingTime" hidetext="[-] AverageHandlingTime">
−
<p><toggledisplay showtext="[+] Internal statistics" hidetext="[-] Internal statistics">
+
<pre>
−
Internal statistics used for tracing the state of agent.
 
−
<nowiki>
 
−
name: CurrentTargetState
 
−
statisticDefinitionEx:
 
−
    category: CurrentTargetState
 
−
    mainMask: '*'
 
−
    subject: DNStatus
 
−
    dynamicTimeProfile: "0:00"
 
−
    intervalType: GrowingWindow
 
−
objectType: AGENT
 
−
notificationMode: IMMEDIATE
 
−
notificationFrequency: 0
 
−
---
 
−
name: CurrentAgentState
 
−
notificationFrequency: 0
 
−
notificationMode: IMMEDIATE
 
−
objectType: AGENT
 
−
statisticDefinitionEx:
 
−
    category: CurrentState
 
−
    mainMask: '*'
 
−
    subject: DNAction
 
−
</nowiki>
 
−
</toggledisplay></p>
 
−
-->
 
−
 
 
−
<p><toggledisplay showtext="[+] Other agent statistics" hidetext="[-] Other agent statistics">
 
−
The definitions of other agent statistics are self-describing.
 
−
<nowiki>
 
−
#agent
 
 
name: AverageHandlingTime
 
name: AverageHandlingTime
 
notificationFrequency: 10
 
notificationFrequency: 10
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     relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
 
     relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
 
     subject: DNStatus
 
     subject: DNStatus
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] Productivity" hidetext="[-] Productivity">
 +
<pre>
 
name: Productivity
 
name: Productivity
 
notificationFrequency: 10
 
notificationFrequency: 10
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     relativeMask: '*,~LoggedOut,~NotMonitored'
 
     relativeMask: '*,~LoggedOut,~NotMonitored'
 
     subject: AgentStatus
 
     subject: AgentStatus
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] InboundCalls" hidetext="[-] InboundCalls">
 +
<pre>
 
name: InboundCalls
 
name: InboundCalls
 
notificationFrequency: 10
 
notificationFrequency: 10
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     mainMask: CallInbound
 
     mainMask: CallInbound
 
     subject: DNAction
 
     subject: DNAction
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] InternalCalls" hidetext="[-] InternalCalls">
 +
<pre>
 
name: InternalCalls
 
name: InternalCalls
 
notificationFrequency: 10
 
notificationFrequency: 10
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     mainMask: CallInternal
 
     mainMask: CallInternal
 
     subject: DNAction
 
     subject: DNAction
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] OutboundCalls" hidetext="[-] OutboundCalls">
 +
<pre>
 
name: OutboundCalls
 
name: OutboundCalls
 
notificationFrequency: 10
 
notificationFrequency: 10
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     mainMask: CallOutbound
 
     mainMask: CallOutbound
 
     subject: DNAction
 
     subject: DNAction
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ConsultCalls" hidetext="[-] ConsultCalls">
 +
<pre>
 
name: ConsultCalls
 
name: ConsultCalls
 
notificationFrequency: 10
 
notificationFrequency: 10
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     mainMask: CallConsult
 
     mainMask: CallConsult
 
     subject: DNAction
 
     subject: DNAction
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ReadyDuration" hidetext="[-] ReadyDuration">
 +
<pre>
 
name: ReadyDuration
 
name: ReadyDuration
 
notificationFrequency: 10
 
notificationFrequency: 10
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     mainMask: WaitForNextCall
 
     mainMask: WaitForNextCall
 
     subject: AgentStatus
 
     subject: AgentStatus
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] WrapDuration" hidetext="[-] WrapDuration">
 +
<description>
 +
<pre>
 
name: WrapDuration
 
name: WrapDuration
 
notificationFrequency: 10
 
notificationFrequency: 10
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     relativeMask: AfterCallWork
 
     relativeMask: AfterCallWork
 
     subject: AgentStatus
 
     subject: AgentStatus
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] TalkDuration" hidetext="[-] TalkDuration">
 +
<pre>
 
name: TalkDuration
 
name: TalkDuration
 
notificationFrequency: 10
 
notificationFrequency: 10
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     mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
 
     mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
 
     subject: DNAction
 
     subject: DNAction
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] HoldDuration" hidetext="[-] HoldDuration">
 +
<pre>
 
name: HoldDuration
 
name: HoldDuration
 
notificationFrequency: 10
 
notificationFrequency: 10
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     mainMask: CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown
 
     mainMask: CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown
 
     subject: DNAction
 
     subject: DNAction
−
</nowiki>
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
==Agent Statistics for eServices==
 +
<p><toggledisplay showtext="[+] AverageHandlingTime_Chat" hidetext="[-] AverageHandlingTime_Chat">
 +
<pre>
 +
name: AverageHandlingTime_Chat
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: AverageTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
 +
relativeMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
 +
subject: DNStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] AverageHandlingTime_Email" hidetext="[-] AverageHandlingTime_Email">
 +
<pre>
 +
name: AverageHandlingTime_Email
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: AverageTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
 +
relativeMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
 +
subject: DNStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] Productivity_Chat" hidetext="[-] Productivity_Chat">
 +
<pre>
 +
name: Productivity_Chat
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: AverageNumberPerRelativeHour
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingInbound,InteractionHandlingOutbound,InteractionHandlingInternal,Coaching,InteractionHandlingUnknown
 +
relativeMask: '*,~Available,~NotAvailable'
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] Productivity_Email" hidetext="[-] Productivity_Email">
 +
<pre>
 +
name: Productivity_Email
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: AverageNumberPerRelativeHour
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingInbound,InteractionHandlingOutbound,InteractionHandlingInternal,Coaching,InteractionHandlingUnknown
 +
relativeMask: '*,~Available,~NotAvailable'
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] InboundChats" hidetext="[-] InboundChats">
 +
<pre>
 +
name: InboundChats
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingInbound
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] InboundEmails" hidetext="[-] InboundEmails">
 +
<pre>
 +
name: InboundEmails
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingInbound
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ChatDuration" hidetext="[-] ChatDuration">
 +
<pre>
 +
name: ChatDuration
 +
notificationFrequency: 9
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalAdjustedTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] EmailDuration" hidetext="[-] EmailDuration">
 +
<pre>
 +
name: EmailDuration
 +
notificationFrequency: 9
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalAdjustedTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] TimeInCurrentChat" hidetext="[-] TimeInCurrentChat">
 +
<pre>
 +
name: TimeInCurrentChat
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: CurrentTime
 +
mainMask: '*'
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] TimeInCurrentEmail" hidetext="[-] TimeInCurrentEmail">
 +
<pre>
 +
name: TimeInCurrentEmail
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: CurrentTime
 +
mainMask: '*'
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] OutboundEmails" hidetext="[-] OutboundEmails">
 +
<pre>
 +
name: OutboundEmails
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingOutbound
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] TransferredChats" hidetext="[-] TransferredChats">
 +
<pre>
 +
name: TransferredChats
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: TransferMade
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] MissedChats" hidetext="[-] MissedChats">
 +
<pre>
 +
name: MissedChats
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionRevoked
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] RejectedChats" hidetext="[-] RejectedChats">
 +
<pre>
 +
name: RejectedChats
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionRejected
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] TransferredEmails" hidetext="[-] TransferredEmails">
 +
<pre>
 +
name: TransferredEmails
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: TransferMade
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] MissedEmails" hidetext="[-] MissedEmails">
 +
<pre>
 +
name: MissedEmails
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionRevoked
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] RejectedEmails" hidetext="[-] RejectedEmails">
 +
<pre>
 +
name: RejectedEmails
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionRejected
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ReadyDuration_Email" hidetext="[-] ReadyDuration_Email">
 +
<pre>
 +
name: ReadyDuration_Email
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalAdjustedTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: Available
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ReadyDuration_Chat" hidetext="[-] ReadyDuration_Chat">
 +
<pre>
 +
name: ReadyDuration_Chat
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalAdjustedTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: Available
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 
</toggledisplay></p>
 
</toggledisplay></p>
  
 
==Resources==
 
==Resources==
−
See [http://docs.genesyslab.com/Documentation/HTCC/8.5.1/Dep/ReportingConfiguration#Enabling_Reporting Enabling Reporting] in the ''Workspace Web Edition & Web Services Deployment Guide''.
+
See [[Documentation:HTCC:Dep:ReportingConfiguration#Enabling_reporting|Enabling reporting]] in the ''Web Services and Applications Deployment Guide''.
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+
<!-- See [[Documentation:HTCC:Dep:ReportingConfiguration#Configuring_Virtual_Queues_.26_Virtual_Agent_Groups|Configuring Virtual Queues & Virtual Agent Groups]] in the ''Workspace Web Edition & Web Services Deployment Guide''. -->
−
See [http://docs.genesyslab.com/Documentation/HTCC/8.5.1/Dep/ReportingConfiguration#Configuring_Virtual_Queues_.26_Virtual_Agent_Groups Configuring Virtual Queues & Virtual Agent Groups] in the ''Workspace Web Edition & Web Services Deployment Guide''.
 
  
 
This list is the minimal list - it contains only statistics which are required for current version of UI.
 
This list is the minimal list - it contains only statistics which are required for current version of UI.

Latest revision as of 14:54, October 26, 2021

Monitored statistics

This document is part of the Statistics API portion of the Web Services API.

Entry Format

Two modes of statistics definitions are supported, "simple" and "extended". In "simple" mode, the statistic type is defined in Configuration Manager and the statistics.yaml entry defines the additional statistics options and the statistic name in the API. In "extended" mode, the full definition of the statistic is provided in statistics.yaml entry. In this case there is no need to use Configuration Manager for statistic definition. The switch between modes is defined basing on presence of statisticDefinitionEx property. If the specified mode is in "extended" mode, statisticDefinitionName is ignored if present.

Simple Mode Entry Format

[+] Simple Mode Entry Format

Extended mode entry format

[+] Extended Mode Entry Format

Queue Statistics

[+] Total_Answered

[+] Total_Abandoned

[+] Current_In_Queue

[+] CurrMaxCallWaitingTime

[+] ServiceLevel

[+] AverageWaitingTime

Skills Statistics

[+] CurrentNotReadyAgents

[+] CurrentReadyAgents

[+] CurrNumberInCall

[+] LongestIdleTime

[+] AverageHandlingTime

[+] ServiceLevel

Agent Statistics

[+] AverageHandlingTime

[+] Productivity

[+] InboundCalls

[+] InternalCalls

[+] OutboundCalls

[+] ConsultCalls

[+] ReadyDuration

[+] WrapDuration

[+] TalkDuration

[+] HoldDuration

Agent Statistics for eServices

[+] AverageHandlingTime_Chat

[+] AverageHandlingTime_Email

[+] Productivity_Chat

[+] Productivity_Email

[+] InboundChats

[+] InboundEmails

[+] ChatDuration

[+] EmailDuration

[+] TimeInCurrentChat

[+] TimeInCurrentEmail

[+] OutboundEmails

[+] TransferredChats

[+] MissedChats

[+] RejectedChats

[+] TransferredEmails

[+] MissedEmails

[+] RejectedEmails

[+] ReadyDuration_Email

[+] ReadyDuration_Chat

Resources

See Enabling reporting in the Web Services and Applications Deployment Guide.

This list is the minimal list - it contains only statistics which are required for current version of UI.

[+] Sample statistics.yaml file

This page was last edited on October 26, 2021, at 14:54.
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