Queue Statistic Event

Last modified by michaely on 2021/09/10 23:34

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.

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JSON Representation

{
"type": "queueStatistic",
"time": 1436896386292,
"coreServerId": "e5c01703-3c6d-429a-8712-66c826064e65",
"statistic": "totalCalls",
"value": 52,
"queueId": "d84b6349-099b-48c5-bc8c-2aecd5de2b45",
"queue": "IncomingQ"
}

Property	Type	Description
statistic	String	The name of the statistic that changed. See Queue Statistics below for values of this property.
value	Varying	The 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.
queueId	String	The id of the queue the statistic changed on.
queue	String	The display name of the queue the statistic changed on.

Queue Statistics

Name	Type	Description
totalCalls	Integer	The total number of calls that have entered the queue.
averageTalkTime	Integer	The average talk time of agents in the queue. Specified in seconds.
averageHoldTime	Integer	The average hold time of calls waiting in the queue. Specified in seconds.
serviceLevelPerf	Float	The percentage of calls in queue that were answered withing the time specified by serviceLevel.
completed	Integer	The total number of calls that were answered by agents in the queue.
abandoned	Integer	The total number of calls that left the queue before being answered by an agent.
max	Integer	The maximum number of calls allowed in the queue.
weight	Integer	The weight of the queue.
strategy	String	The ring strategy of the queue.
serviceLevel	Integer	The 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.

Queue Statistic Event

Description

JSON Representation

Queue Statistics

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