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Wiki source code of Agent Statistic Event

Version 3.1 by michaely on 2015/07/14 12:00
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1 {{layout}}
2 {{layout-section ac:type="two_right_sidebar"}}
3 {{layout-cell}}
4 {{warning}}
5 This page is currently being written. Although the information below is probably accurate, it may not be complete or may have errors.
6 {{/warning}}
7
8 {{info}}
9 The information on this page applies to **iSymphony 3.2+**.
10 {{/info}}
11
12 {{note}}
13 (% class="confluence-information-macro-body" %)
14 (((
15 This event will only be fired for queues that are enabled.
16 )))
17 {{/note}}
18
19 = (% style="color: rgb(0,0,0);" %)Description(%%) =
20
21 The queue statistic event signifies that a queue statistic value has changed.
22 {{/layout-cell}}
23
24 {{layout-cell}}
25 {{panel title="On this page:"}}
26
27
28 {{toc maxLevel="2" indent="1"/}}
29 {{/panel}}
30 {{/layout-cell}}
31 {{/layout-section}}
32
33 {{layout-section ac:type="single"}}
34 {{layout-cell}}
35
36
37 = JSON Representation =
38
39 {{code language="js"}}
40 {
41 "queueId": "d84b6349-099b-48c5-bc8c-2aecd5de2b45",
42 "statistic": "totalCalls",
43 "coreServerId": "e5c01703-3c6d-429a-8712-66c826064e65",
44 "time": 1436896386292,
45 "type": "queueStatistic",
46 "value": 52,
47 "queue": "IncomingQ"
48 }
49 {{/code}}
50
51 |=(((
52 Property
53 )))|=(((
54 Type
55 )))|=(((
56 Description
57 )))
58 |(((
59 queueId
60 )))|(((
61 String
62 )))|(((
63 The id of the queue the statistic changed on.
64 )))
65 |(((
66 statistic
67 )))|(((
68 String
69 )))|(((
70 The name of the statistic that changed. See Queue Statistics below for values of this property.
71 )))
72 |(% colspan="1" %)(% colspan="1" %)
73 (((
74 coreServerId
75 )))|(% colspan="1" %)(% colspan="1" %)
76 (((
77 String
78 )))|(% colspan="1" %)(% colspan="1" %)
79 (((
80 The id of the core server that fired this event.
81 )))
82 |(% colspan="1" %)(% colspan="1" %)
83 (((
84 value
85 )))|(% colspan="1" %)(% colspan="1" %)
86 (((
87 Varying
88 )))|(% colspan="1" %)(% colspan="1" %)
89 (((
90 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.
91 )))
92 |(% colspan="1" %)(% colspan="1" %)
93 (((
94 (% style="font-family: monospace;" %)queue
95 )))|(% colspan="1" %)(% colspan="1" %)
96 (((
97 String
98 )))|(% colspan="1" %)(% colspan="1" %)
99 (((
100 The display name of the queue the statistic changed on.
101 )))
102
103 = Queue Statistics =
104
105 |=(((
106 Name
107 )))|=(% colspan="1" %)(% colspan="1" %)
108 (((
109 Type
110 )))|=(((
111 Description
112 )))
113 |(((
114 totalCalls
115 )))|(% colspan="1" %)(% colspan="1" %)
116 (((
117 Integer
118 )))|(((
119 The total number of calls that have entered the queue.
120 )))
121 |(((
122 averageTalkTime
123 )))|(% colspan="1" %)(% colspan="1" %)
124 (((
125 Integer
126 )))|(((
127 The average talk time of agents in the queue. Specified in seconds.
128 )))
129 |(% colspan="1" %)(% colspan="1" %)
130 (((
131 averageHoldTime
132 )))|(% colspan="1" %)(% colspan="1" %)
133 (((
134 Integer
135 )))|(% colspan="1" %)(% colspan="1" %)
136 (((
137 The average hold time of calls waiting in the queue. Specified in seconds.
138 )))
139 |(% colspan="1" %)(% colspan="1" %)
140 (((
141 serviceLevelPerf
142 )))|(% colspan="1" %)(% colspan="1" %)
143 (((
144 Float
145 )))|(% colspan="1" %)(% colspan="1" %)
146 (((
147 The percentage of calls in queue that were answered withing the time specified by serviceLevel.
148 )))
149 |(% colspan="1" %)(% colspan="1" %)
150 (((
151 completed
152 )))|(% colspan="1" %)(% colspan="1" %)
153 (((
154 Integer
155 )))|(% colspan="1" %)(% colspan="1" %)
156 (((
157 The total number of calls that were answered by agents in the queue.
158 )))
159 |(% colspan="1" %)(% colspan="1" %)
160 (((
161 abandoned
162 )))|(% colspan="1" %)(% colspan="1" %)
163 (((
164 Integer
165 )))|(% colspan="1" %)(% colspan="1" %)
166 (((
167 The total number of calls that left the queue before being answered by an agent.
168 )))
169 |(% colspan="1" %)(% colspan="1" %)
170 (((
171 max
172 )))|(% colspan="1" %)(% colspan="1" %)
173 (((
174 Integer
175 )))|(% colspan="1" %)(% colspan="1" %)
176 (((
177 The maximum number of calls allowed in the queue.
178 )))
179 |(% colspan="1" %)(% colspan="1" %)
180 (((
181 weight
182 )))|(% colspan="1" %)(% colspan="1" %)
183 (((
184 Integer
185 )))|(% colspan="1" %)(% colspan="1" %)
186 (((
187 The weight of the queue.
188 )))
189 |(% colspan="1" %)(% colspan="1" %)
190 (((
191 strategy
192 )))|(% colspan="1" %)(% colspan="1" %)
193 (((
194 String
195 )))|(% colspan="1" %)(% colspan="1" %)
196 (((
197 The ring strategy of the queue.
198 )))
199 |(% colspan="1" %)(% colspan="1" %)
200 (((
201 serviceLevel
202 )))|(% colspan="1" %)(% colspan="1" %)
203 (((
204 Integer
205 )))|(% colspan="1" %)(% colspan="1" %)
206 (((
207 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.
208 )))
209
210 \\
211 {{/layout-cell}}
212 {{/layout-section}}
213 {{/layout}}