Real-time application metrics

Source field name	CDM field name	CDM key	Type	Description
ApplicationId	application_id	Y	Text	The unique number assigned by the server to identify an application when it is defined.
ApplicationName	application_name		Text	The name of the application that manages the contact when the agent answers, accepts, or abandons the contact.
CallsAbandoned	calls_abandoned		Text	The number of local CCM calls and incoming NSBR calls abandoned for a DNIS number.
CallsAbandonedAfterThreshold	calls_abandoned_after_threshold		Text	The number of local CCM calls and incoming NSBR calls abandoned that experienced a delay greater than or equal to the service level threshold for the DNIS number.
CallsAbandonedDelay	calls_abandoned_delay		Text	The total wait time experienced by all local CCM calls and incoming NSBR calls abandoned for a DNIS number.
CallsAnswered	calls_answered		Text	The number of local CCM calls and incoming NSBR calls answered for a DNIS number.
CallsAnsweredAfterThreshold	calls_answered_after_threshold		Text	The number of local CCM calls and incoming NSBR calls answered that experienced a delay greater than or equal to the service level threshold for the DNIS number.
CallsAnsweredDelay	calls_answered_delay		Text	The wait time experienced by all local CCM calls and incoming NSBR calls answered for a DNIS number.
CallsAnsweredDelayAtSkillset	calls_answered_delay_at_skillset		Text	The total wait time experienced in the skillset queue by all contacts answered or accepted for this application.
CallsGivenTerminationTreatment	calls_given_termination_treatment		Text	The number of local and incoming CCM calls terminated with one of the following treatments: Given force busy, force overflow, force disconnect, rout to, or default treatment Reached a non-ISDN trunk while being routed to a remote site Transferred in an IVR session Networked out through an NACD queue
CallsOffered	calls_offered		Text	The number of local contacts, incoming NSBR contacts, ACD calls, and NACD calls offered to this application.
CallsWaiting	calls_waiting		Text	The nmber of local and incoming CCM calls for an application currently in Waiting state.
current time	interval_epoch		Number	The current time.
EpochTimestamp	message_epoch		Number	The timestamp in Epoch format.
MaxWaitingTime	max_wait_time		Text	The amount of time that the oldest call for an application has been waiting to be answered.
NetworkOutCalls	network_out_calls		Text	The number of outgoing network calls sent from an application.
NetworkOutCallsAbandoned	network_out_calls_abandoned		Text	The number of outgoing network calls sent by an application and abandoned at destination sites.
NetworkOutCallsAbandonedDelay	network_out_calls_abandoned_delay		Text	The total time delay experienced by all outgoing network calls sent by an application and abandoned at destination sites.
NetworkoutCallsAnswered	network_out_calls_answered		Text	The number of outgoing network calls sent by an application and answered by an agent, answered by IVR, or given termination treatment at destination sites.
NetworkoutCallsAnsweredDelay	network_out_calls_answered_delay		Text	The total wait experienced by all outgoing network calls sent by an application
NetworkOutCallsRequested	network_out_calls_requested		Text	The number of local CDN call requests sent from this application that are currently waiting at destination sites.
NetworkOutCallsWaiting	network_out_calls_waiting		Text	The number of local CDN call requests sent from this application that are currently waiting at destination sites.
SiteDB	site	Y	Text
TimeBeforeInterflow	delay_before_interflow		Text	The total amount of time that local contacts and outgoing NSBR contacts spent in the Master_Script application before the contact is passed to a primary application. For the Master_Script application, this is the total time spent in the Master_Script by all contacts. For primary applications, this is the total time spent in the Master_Script application by all contacts answered for the primary application.
WaitingTime	wait_time		Text	The total time the IVR port is idle.

ApplicationId

application_id

Y

Text

The unique number assigned by the server to identify an application when it is defined.

ApplicationName

application_name

Text

The name of the application that manages the contact when the agent answers, accepts, or abandons the contact.

CallsAbandoned

calls_abandoned

Text

The number of local CCM calls and incoming NSBR calls abandoned for a DNIS number.

CallsAbandonedAfterThreshold

calls_abandoned_after_threshold

Text

The number of local CCM calls and incoming NSBR calls abandoned that experienced a delay greater than or equal to the service level threshold for the DNIS number.

CallsAbandonedDelay

calls_abandoned_delay

Text

The total wait time experienced by all local CCM calls and incoming NSBR calls abandoned for a DNIS number.

CallsAnswered

calls_answered

Text

The number of local CCM calls and incoming NSBR calls answered for a DNIS number.

CallsAnsweredAfterThreshold

calls_answered_after_threshold

Text

The number of local CCM calls and incoming NSBR calls answered that experienced a delay greater than or equal to the service level threshold for the DNIS number.

CallsAnsweredDelay

calls_answered_delay

Text

The wait time experienced by all local CCM calls and incoming NSBR calls answered for a DNIS number.

CallsAnsweredDelayAtSkillset

calls_answered_delay_at_skillset

Text

The total wait time experienced in the skillset queue by all contacts answered or accepted for this application.

CallsGivenTerminationTreatment

calls_given_termination_treatment

Text

The number of local and incoming CCM calls terminated with one of the following treatments:

Given force busy, force overflow, force disconnect, rout to, or default treatment
Reached a non-ISDN trunk while being routed to a remote site
Transferred in an IVR session
Networked out through an NACD queue

CallsOffered

calls_offered

Text

The number of local contacts, incoming NSBR contacts, ACD calls, and NACD calls offered to this application.

CallsWaiting

calls_waiting

Text

The nmber of local and incoming CCM calls for an application currently in Waiting state.

current time

interval_epoch

Number

The current time.

EpochTimestamp

message_epoch

Number

The timestamp in Epoch format.

MaxWaitingTime

max_wait_time

Text

The amount of time that the oldest call for an application has been waiting to be answered.

NetworkOutCalls

network_out_calls

Text

The number of outgoing network calls sent from an application.

NetworkOutCallsAbandoned

network_out_calls_abandoned

Text

The number of outgoing network calls sent by an application and abandoned at destination sites.

NetworkOutCallsAbandonedDelay

network_out_calls_abandoned_delay

Text

The total time delay experienced by all outgoing network calls sent by an application and abandoned at destination sites.

NetworkoutCallsAnswered

network_out_calls_answered

Text

The number of outgoing network calls sent by an application and answered by an agent, answered by IVR, or given termination treatment at destination sites.

NetworkoutCallsAnsweredDelay

network_out_calls_answered_delay

Text

The total wait experienced by all outgoing network calls sent by an application

NetworkOutCallsRequested

network_out_calls_requested

Text

The number of local CDN call requests sent from this application that are currently waiting at destination sites.

NetworkOutCallsWaiting

network_out_calls_waiting

Text

The number of local CDN call requests sent from this application that are currently waiting at destination sites.

SiteDB

site

Y

Text

TimeBeforeInterflow

delay_before_interflow

Text

The total amount of time that local contacts and outgoing NSBR contacts spent in the Master_Script application before the contact is passed to a primary application. For the Master_Script application, this is the total time spent in the Master_Script by all contacts. For primary applications, this is the total time spent in the Master_Script application by all contacts answered for the primary application.

WaitingTime

wait_time

Text

The total time the IVR port is idle.