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| | ==Agent Statistics for eServices== | | ==Agent Statistics for eServices== |
| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] AverageHandlingTime_Chat" hidetext="[-] AverageHandlingTime_Chat"> |
| | <pre> | | <pre> |
| | name: AverageHandlingTime_Chat | | name: AverageHandlingTime_Chat |
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| | </toggledisplay></p> | | </toggledisplay></p> |
| | | | |
| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] AverageHandlingTime_Email" hidetext="[-] AverageHandlingTime_Email"> |
| | <pre> | | <pre> |
| | name: AverageHandlingTime_Email | | name: AverageHandlingTime_Email |
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| | </toggledisplay></p> | | </toggledisplay></p> |
| | | | |
| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] Productivity_Chat" hidetext="[-] Productivity_Chat"> |
| | <pre> | | <pre> |
| | name: Productivity_Chat | | name: Productivity_Chat |
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| | </toggledisplay></p> | | </toggledisplay></p> |
| | | | |
| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] Productivity_Email" hidetext="[-] Productivity_Email"> |
| | <pre> | | <pre> |
| | name: Productivity_Email | | name: Productivity_Email |
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| | </toggledisplay></p> | | </toggledisplay></p> |
| | | | |
| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] InboundChats" hidetext="[-] InboundChats"> |
| | <pre> | | <pre> |
| | name: InboundChats | | name: InboundChats |
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| | </toggledisplay></p> | | </toggledisplay></p> |
| | | | |
| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] InboundEmails" hidetext="[-] InboundEmails"> |
| | <pre> | | <pre> |
| | name: InboundEmails | | name: InboundEmails |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] ChatDuration" hidetext="[-] ChatDuration"> |
| | <pre> | | <pre> |
| | name: ChatDuration | | name: ChatDuration |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] EmailDuration" hidetext="[-] EmailDuration"> |
| | <pre> | | <pre> |
| | name: EmailDuration | | name: EmailDuration |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] TimeInCurrentChat" hidetext="[-] TimeInCurrentChat"> |
| | <pre> | | <pre> |
| | name: TimeInCurrentChat | | name: TimeInCurrentChat |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] TimeInCurrentEmail" hidetext="[-] TimeInCurrentEmail"> |
| | <pre> | | <pre> |
| | name: TimeInCurrentEmail | | name: TimeInCurrentEmail |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] OutboundEmails" hidetext="[-] OutboundEmails"> |
| | <pre> | | <pre> |
| | name: OutboundEmails | | name: OutboundEmails |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] TransferredChats" hidetext="[-] TransferredChats"> |
| | <pre> | | <pre> |
| | name: TransferredChats | | name: TransferredChats |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] MissedChats" hidetext="[-] MissedChats"> |
| | <pre> | | <pre> |
| | name: MissedChats | | name: MissedChats |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] RejectedChats" hidetext="[-] RejectedChats"> |
| | <pre> | | <pre> |
| | name: RejectedChats | | name: RejectedChats |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] TransferredEmails" hidetext="[-] TransferredEmails"> |
| | <pre> | | <pre> |
| | name: TransferredEmails | | name: TransferredEmails |
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| | <pre> | | <pre> |
| | name: MissedEmails | | name: MissedEmails |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] RejectedEmails" hidetext="[-] RejectedEmails"> |
| | <pre> | | <pre> |
| | name: RejectedEmails | | name: RejectedEmails |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] ReadyDuration_Email" hidetext="[-] ReadyDuration_Email"> |
| | <pre> | | <pre> |
| | name: ReadyDuration_Email | | name: ReadyDuration_Email |
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| | </toggledisplay></p> | | </toggledisplay></p> |
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| − | <p><toggledisplay showtext="[+] <name>" hidetext="[-] <name>"> | + | <p><toggledisplay showtext="[+] ReadyDuration_Chat" hidetext="[-] ReadyDuration_Chat"> |
| | <pre> | | <pre> |
| | name: ReadyDuration_Chat | | name: ReadyDuration_Chat |
List of statistics to be monitored
This document is part of the Statistics API portion of the Genesys Web Services REST 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:
- 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
- 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 |File:81fr us-statserver.pdf 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 Workspace Web Edition & Web Services Deployment Guide.
See 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.
[+] 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"
timeRangeLeft: 0
timeRangeRight: 120
timeRangeLeft2: 0
timeRangeRight2: 10
objectType: SKILL_Q
notificationMode: PERIODICAL
notificationFrequency: 10
