Documentation:HTCC:API:Listofstatisticstobemonitored:8.5.2DRAFT

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

Example:

name: test
statisticDefinitionName: TestAgentStat
objectType: QUEUE
timeProfile: OneDay
notificationMode: PERIODICAL
notificationFrequency: 10
timeRange: Range0-60
timeRange2: Range0-5

The properties meaning are:

• name - the name of statistic as it appears in API request
• statisticDefinitionName - the name of statistic type (definition) as it's in CME (see Stat Server User’s Guide)
• objectType - the type of objects statistic is applied. Possible values: AGENT|QUEUE|SKILL_Q|SKILL_AG|VIRTUAL_QUEUE:
  • AGENT - statistic is monitored for agents
  • QUEUE - statistic is monitored for queues
  • SKILL_AG - statistic is monitored for agentGroup, associated with skill
  • SKILL_Q - statistic is monitored for virtual queue, associated with skill
  • VIRTUAL_QUEUE - statistic is monitored for virtual queues
• notificationMode - PERIODICAL
• notificationFrequency - the frequency of notification (in seconds)
• timeProfile - the name of timeProfile in Configuration Manager used for statistic aggregation (see Stat Server User’s Guide)
• timeRange/timeRange2 - the timeranges names which are defined in Configuration Manager and are used for calculating statistic (see Stat Server User’s Guide)

Extended mode entry format

[+] Extended Mode Entry Format

To use this mode replace the statisticDefinitionName string with statisticDefinitionEx containing full definition of statistic type. Here is the sample format:

name: testServiceLevel
statisticDefinitionEx: 
    category: TotalNumberInTimeRangePercentage
    mainMask: CallAnswered
    subject: DNAction
    intervalType: GrowingWindow
    dynamicTimeProfile: "0:00"
    timeRangeLeft: 0
    timeRangeRight: 60
objectType: QUEUE
notificationMode: PERIODICAL
notificationFrequency: 10

Fields name, objectType, notificationMode, notificationFrequency have the same meaning as for simple mode. The statisticDefinitionEx defines the statistic to be collected. Note the indentation here. No tabs can be used (See YAML 1.1 Spec).

The supported properties are:

Option	Type	Mandatory	Default Value	Note
category	String	Y		The statistic's category
mainMask	comma-delimited list	Y		The statistic's main mask
relativeMask	comma-delimited list	N	Empty list	The statistic's relative mask
subject	String	Y		The statistic's subject
intervalType	GrowingWindow OR SinceLogin OR SlidingSelection OR SlidingWindow	N		The statistic's interval type
dynamicTimeProfile	String	N		The time profile (interval) value to be used
timeRangeLeft	Integer	N	null	The "from/left/start/lower" value of TimeRange interval
timeRangeRight	Integer	N	null	The "to/right/end/upper" value of TimeRange interval
timeRangeLeft2	Integer	N	null	The "from/left/start/lower" value of TimeRange2 interval
timeRangeRight2	Integer	N	null	The "to/right/end/upper" value of TimeRange2 interval
dynamicFilter	String	N	null	filter to be used
distinguishByConnId	Boolean	N	null	look for DCID in StatServerUserGuide

Note that those properties are used for defining the statistics. Not all combinations are supported by StatServer. See Stat Server user guide for more info.

Queue Statistics

[+] Total_Answered

The number of customer interactions that entered a service type and were accepted, answered, or pulled by agent (s)/agent group (s) within the reporting time interval.

Definition in Configuration Server:

name: Total_Answered
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallAnswered
    subject: DNAction

[+] Total_Abandoned

The number of interactions that were terminated by the customer while waiting on the service type during the reporting time interval. This stat type excludes interactions that were distributed to an agent and then abandoned before the agent could answer (Call Abandoned While Ringing).

Definition in Configuration Server:

name: Total_Abandoned
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallAbandoned
    subject: DNAction

[+] Current_In_Queue

The number of customer interactions that are currently waiting in queue.

Definition in Configuration Server:

name: Current_In_Queue
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: CallWait
    subject: DNAction

No time profile.

[+] CurrMaxCallWaitingTime

The maximum waiting time for customer interactions currently waiting on a service Definition in Configuration Server:

name: CurrMaxCallWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: CurrentMaxTime
    mainMask: CallWait
    relativeMask: CallWait
    subject: DNAction

No time profile.

[+] ServiceLevel

Ratio of call answered within given interval (specified by first time range) compared to (total number answered + total abandoned after delay specified by second time range).

name: ServiceLevel
statisticDefinitionEx: 
    category: ServiceFactor1
    subject: DNAction
    intervalType: GrowingWindow
    dynamicTimeProfile: "0:00+1:00"
    timeRangeLeft: 0
    timeRangeRight: 120
    timeRangeLeft2: 0
    timeRangeRight2: 10
objectType: QUEUE
notificationMode: PERIODICAL
notificationFrequency: 10

[+] AverageWaitingTime

Average wait time for customer interactions what were entered and distributed/abandoned on a service type during reporting time interval Note: this will calculate wait time for all calls, including ones that were abandoned.

Definition in Configuration Server:

name: AverageWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: AverageTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallWait
    relativeMask: CallWait
    subject: DNAction

Skills Statistics

[+] CurrentNotReadyAgents

Number of not ready agents with skill

name: CurrentNotReadyAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: NotReadyForNextCall
    subject: AgentStatus

Time profile - not used.

[+] CurrentReadyAgents

Number of ready agents with skill

name: CurrentReadyAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: WaitForNextCall
    subject: AgentStatus

Time profile - not used.

[+] CurrNumberInCall

Number of agents with skill in call

name: CurrNumberInCall
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, CallRinging, CallDialing
    subject: AgentStatus

Time profile - not used.

[+] LongestIdleTime

The longest time an agent is currently waiting to receive a call (evaluated maximum of current idle time for all agents in group which are currently waiting to receive a call, may be 0 if no idle agents are present in group at the moment).

name: LongestIdleTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentMaxTime
    mainMask: WaitForNextCall
    subject: AgentStatus

Time profile - not used.

[+] AverageHandlingTime

The average amount of time during the reporting interval that agent/agent groups spent on customer interactions including After Call Work (ACW)/ wrap-up status.

name: AverageHandlingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: AverageTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
    relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
    subject: DNStatus

[+] ServiceLevel

Ratio of call answered within given interval (specified by first time range) compared to (total number answered + total abandoned after delay specified by second time range).

name: ServiceLevel
statisticDefinitionEx: 
    category: ServiceFactor1
    subject: DNAction
    intervalType: GrowingWindow
    dynamicTimeProfile: "0:00+1:00"
    timeRangeLeft: 0
    timeRangeRight: 120
    timeRangeLeft2: 0
    timeRangeRight2: 10
objectType: SKILL_Q
notificationMode: PERIODICAL
notificationFrequency: 10

Agent Statistics

[+] AverageHandlingTime

name: AverageHandlingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: AverageTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
    relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
    subject: DNStatus

[+] Productivity

name: Productivity
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: AverageNumberPerRelativeHour
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallInbound,CallOutbound,CallInternal,CallConsult,CallUnknown
    relativeMask: '*,~LoggedOut,~NotMonitored'
    subject: AgentStatus

[+] InboundCalls

name: InboundCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallInbound
    subject: DNAction

[+] InternalCalls

name: InternalCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallInternal
    subject: DNAction

[+] OutboundCalls

name: OutboundCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallOutbound
    subject: DNAction

[+] ConsultCalls

name: ConsultCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallConsult
    subject: DNAction

[+] ReadyDuration

name: ReadyDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalAdjustedTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: WaitForNextCall
    subject: AgentStatus

[+] WrapDuration

<description>

name: WrapDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalAdjustedTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: AfterCallWork
    relativeMask: AfterCallWork
    subject: AgentStatus

[+] TalkDuration

name: TalkDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalAdjustedTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
    subject: DNAction

[+] HoldDuration

name: HoldDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalAdjustedTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown
    subject: DNAction

Agent Statistics for eServices

[+] AverageHandlingTime_Chat

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

[+] AverageHandlingTime_Email

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

[+] Productivity_Chat

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

[+] Productivity_Email

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

[+] InboundChats

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

[+] InboundEmails

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

[+] ChatDuration

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

[+] EmailDuration

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

[+] TimeInCurrentChat

name: TimeInCurrentChat
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
features: api-multimedia-chat
statisticDefinitionEx:
dynamicFilter: "MediaType=chat"
category: CurrentTime
mainMask: '*'
subject: AgentStatus
maskType: MEDIA

[+] TimeInCurrentEmail

name: TimeInCurrentEmail
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
features: api-multimedia-email
statisticDefinitionEx:
dynamicFilter: "MediaType=email"
category: CurrentTime
mainMask: '*'
subject: AgentStatus
maskType: MEDIA

[+] OutboundEmails

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

[+] TransferredChats

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

[+] MissedChats

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

[+] RejectedChats

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

[+] TransferredEmails

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

[+] MissedEmails

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

[+] RejectedEmails

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

[+] ReadyDuration_Email

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

[+] ReadyDuration_Chat

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

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

Internal statistics used for tracing the state of agent.

#internal stats
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
---
#queue
name: Total_Answered
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallAnswered
    subject: DNAction
--- 
name: Total_Abandoned
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallAbandoned
    subject: DNAction
--- 
name: Current_In_Queue
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: CallWait
    subject: DNAction
--- 
name: CurrMaxCallWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: CurrentMaxTime
    mainMask: CallWait
    relativeMask: CallWait
    subject: DNAction
--- 
name: AverageWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: AverageTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallWait
    relativeMask: CallWait
    subject: DNAction
--- 
#Skill AG
name: CurrentNotReadyAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: AfterCallWork, NotReadyForNextCall
    subject: AgentStatus
--- 
name: CurrentReadyAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: WaitForNextCall
    subject: AgentStatus
--- 
name: CurrNumberInCall
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, CallRinging, CallDialing
    subject: AgentStatus
---
name: CurrentNumberLoggedInAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: '*,~LoggedOut,~NotMonitored'
    subject: AgentStatus    
---  
name: LongestIdleTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentMaxTime
    mainMask: WaitForNextCall
    subject: AgentStatus
--- 
name: AverageHandlingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: AverageTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
    relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
    subject: DNStatus
--- 
#agent
name: AverageHandlingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: AverageTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
    relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
    subject: DNStatus
--- 
name: Productivity
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: AverageNumberPerRelativeHour
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallInbound,CallOutbound,CallInternal,CallConsult,CallUnknown
    relativeMask: '*,~LoggedOut,~NotMonitored'
    subject: AgentStatus
--- 
name: InboundCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallInbound
    subject: DNAction
--- 
name: InternalCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallInternal
    subject: DNAction
--- 
name: OutboundCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallOutbound
    subject: DNAction
--- 
name: ConsultCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallConsult
    subject: DNAction
--- 
name: ReadyDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalAdjustedTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: WaitForNextCall
    subject: AgentStatus
--- 
name: WrapDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalAdjustedTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: AfterCallWork
    relativeMask: AfterCallWork
    subject: AgentStatus
--- 
name: TalkDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalAdjustedTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
    subject: DNAction
--- 
name: HoldDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalAdjustedTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown
    subject: DNAction
--- 
#service level
name: ServiceLevel
statisticDefinitionEx: 
    category: ServiceFactor1
    subject: DNAction
    intervalType: GrowingWindow
    dynamicTimeProfile: "0:00+1:00"
    timeRangeLeft: 0
    timeRangeRight: 120
    timeRangeLeft2: 0
    timeRangeRight2: 10
objectType: QUEUE
notificationMode: PERIODICAL
notificationFrequency: 10
--- 
name: ServiceLevel
statisticDefinitionEx: 
    category: ServiceFactor1
    subject: DNAction
    intervalType: GrowingWindow
    dynamicTimeProfile: "0:00+1:00"
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    timeRangeRight: 120
    timeRangeLeft2: 0
    timeRangeRight2: 10
objectType: SKILL_Q
notificationMode: PERIODICAL
notificationFrequency: 10