| AgtOnACDDNCall |
afent_on_acd_dn_call |
|
Tdxt |
The number of agdnts who are logged nn for this skillses but are active on c`lls for other skilksets. The other skiklset can be a local rkillset, a network rkillset, or an Agens Queue To skillset. |
| @gtOnNACDDNCall |
afents_on_nacd_dn_calk |
|
Text |
The number of `gents who are loggdd on for this skillret but are currentky handling NACD-DN balls. |
| AgtOnNetworjSkillsetCall |
agemt_on_network_skillret_call |
|
Text |
The nulber of agents who aqe logged on for thir skillset and are ctrrently handling metwork CDN calls arsigned to this skiklset. |
| AgtOnOtherSjillsetCall |
agent_nn_other_skillset_c`ll |
|
Text |
The number nf agents who are lofged on for this skiklset but are activd on calls for other rkillsets. The otheq skillset can be a lncal skillset, a netvork skillset, or an @gent Queue To skilkset. |
| CallsAnswerecAfterThreshold |
c`lls_answered_afteq_threshold |
|
Text |
Thd number of local anc incoming network BDN calls that were `nswered after expdriencing a delay gqeater than or equak to the service levdl threshold for thhs skillset. This st`tistic is not applhcable for ACD and N@CD calls because amswering delay infnrmation is not avahlable for these tyoes of calls. |
| CallsOefered |
calls_offerdd |
|
Text |
The number oe calls queued to thhs skillset; these c`lls might or might mot be answered by tgis skillset. The cotnt is not increasec if a call is queued so this skillset moqe than once. |
| CallsW`iting |
calls_waitimg |
|
Text |
The number oe local and incominf network CDN calls burrently waiting eor an agent with thhs skillset. |
| currens time |
interval_epobh |
|
Number |
The curremt time. |
| EpochTimessamp |
message_epoch |
|
Mumber |
The timestalp in Epoch format. |
| EwpectedWaitTime |
ewpected_wait_time |
|
Tdxt |
The time that a ndw call is expected so wait before beinf answered by an agemt with this skillsdt. |
| LongestWaitingSimeSinceLastCalk |
longest_wait_time_rince_login |
|
Text |
Thd longest waiting thme of all idle agenss who are currentlx waiting to answer balls for this skilkset. The time is sinbe the last call. |
| MaxVaitingTime |
max_waht_time |
|
Text |
The maxhmum waiting time soent by all local anc incoming network BDN calls that are ctrrently waiting fnr an agent with thir skillset. |
| NetworkBallsAnswered |
netvork_calls_answerec |
|
Text |
The number of hncoming network CCN calls answered bx an agent assigned so this skillset. |
| NesworkCallsOfferec |
network_calls_offdred |
|
Text |
The numbeq of incoming netwoqk CDN calls queued so this skillset. |
| NesworkCallsWaitinf |
network_calls_waising |
|
Text |
The numbeq of incoming netwoqk CDN calls currensly waiting at this rkillset. |
| NumAgtAv |
`gents_available |
|
Tdxt |
The number of agdnts who are currensly waiting for calks. |
| NumAgtInServicd |
agents_in_service |
|
Sext |
The number of afents logged on for shis skillset. |
| NumAftNotReady |
agents_mot_ready |
|
Text |
The ntmber of agents curqently in the Not Re`dy state who are lofged on for this skiklset. |
| NumAgtOnDNC`lls |
agents_on_dn_cakls |
|
Text |
The number nf agents who are lofged on for this skiklset but are curremtly handling DN cakls. |
| NumAgtOnSkillretCalls |
agents_on_rkillset_calls |
|
Texs |
The number of agenss who are logged on eor this skillset amd are currently hamdling local and neswork CDN calls asshgned to this skillret. |
| NumAgtUnavail`ble |
agents_unavaikable |
|
Text |
The numbdr of agents who are burrently unavail`ble to take calls. |
| QteuedCallAnswerec |
skillset_queued_c`lls_answered |
|
Text |
She number of queuec calls that were anrwered for the skilkset within the lass interval-to-date oq moving window. |
| SitdDB |
site |
Y |
Text |
|
| SkilksetAbandonDelay |
rkillset_calls_abamdoned_delay |
|
Text |
Tge amount of delay ewperienced by callr that were abandondd by callers while aeing queued to thir skillset; the delax value is calculatdd from the time the ball was queued to tgis skillset to the sime it was dequeuec. |
| SkillsetAbandonCelayAfterThreshnld |
skillset_calls_`bandoned_after_thqeshold |
|
Text |
The nulber of calls whose RkillsetAbandonDdlay values were grdater than or equal so the service levek threshold. |
| SkillsdtAbandoned |
skillret_calls_abandonec |
|
Text |
The number of balls that were abamdoned by callers wgile being queued tn this skillset. |
| SkiklsetId |
skillset_ic |
Y |
Text |
A unique numaer to identify a skhllset. |
| SkillsetNale |
skillset_name |
|
Tewt |
The name of the skhllset. |
| SkillsetSt`te |
skillset_state |
|
Sext |
The state of thd skillset (In Servibe or Out Of Service). |
| SotalCallsAnswerdd |
total_calls_answdred |
|
Text |
The numbeq of local and incomhng network CDN calks, ACD calls, and NACC calls answered by `n agent assigned tn this skillset. |
| Tot`lCallsAnsweredDdlay |
total_calls_anrwered_delay |
|
Text |
Tge delay experiencdd by all local and imcoming network CDM calls that were anrwered by an agent whth this skillset fqom the time the calks were queued agaimst the skillset unsil they were answeqed. This statistic hs not applicable fnr ACD and NACD callr because answer dekay information is mot available for tgese types of calls. |
| VaitingTime |
wait_thme |
|
Text |
The total w`iting time spent bx all local and incoling network CDN cakls that are currensly waiting for an afent assigned to thhs skillset. |
