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This page is currently being written. Although the information below is probably accurate, it may not be complete or may have errors.

The information on this page applies to iSymphony 3.2+.

This event will only be fired for queues that are enabled.

Description

The queue statistic event signifies that a queue statistic value has changed.

On this page:

 

 

JSON Representation

{
  "type": "queueStatistic",
  "time": 1436896386292,
  "coreServerId": "e5c01703-3c6d-429a-8712-66c826064e65",
  "statistic": "totalCalls",
  "value": 52,
  "queueId": "d84b6349-099b-48c5-bc8c-2aecd5de2b45",
  "queue": "IncomingQ"
}
PropertyTypeDescription
statisticStringThe name of the statistic that changed. See Queue Statistics below for values of this property.
valueVaryingThe new value of the statistic. The type of the value will vary depending on the statistic that is being reported. See Queue Statistics below for more information.
queueIdStringThe id of the queue the statistic changed on.
queue
StringThe display name of the queue the statistic changed on.

Queue Statistics

NameTypeDescription
totalCallsIntegerThe total number of calls that have entered the queue.
averageTalkTimeIntegerThe average talk time of agents in the queue. Specified in seconds.
averageHoldTimeIntegerThe average hold time of calls waiting in the queue. Specified in seconds.
serviceLevelPerfFloatThe percentage of calls in queue that were answered withing the time specified by serviceLevel.
completedIntegerThe total number of calls that were answered by agents in the queue.
abandonedIntegerThe total number of calls that left the queue before being answered by an agent.
maxIntegerThe maximum number of calls allowed in the queue.
weightIntegerThe weight of the queue.
strategyStringThe ring strategy of the queue.
serviceLevelIntegerThe maximum number of seconds a call should be waiting in the queue before being picked up by an agent. Effects the value of serviceLevelPerf. Specified in seconds.


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