Wiki source code of Queue Statistic Event

Last modified by michaely on 2021/09/10 23:34
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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 "type": "queueStatistic",
42 "time": 1436896386292,
43 "coreServerId": "e5c01703-3c6d-429a-8712-66c826064e65",
44 "statistic": "totalCalls",
45 "value": 52,
46 "queueId": "d84b6349-099b-48c5-bc8c-2aecd5de2b45",
47 "queue": "IncomingQ"
48 }
49 {{/code}}
50
51 |=(((
52 Property
53 )))|=(((
54 Type
55 )))|=(((
56 Description
57 )))
58 |(% colspan="1" %)(% colspan="1" %)
59 (((
60 statistic
61 )))|(% colspan="1" %)(% colspan="1" %)
62 (((
63 String
64 )))|(% colspan="1" %)(% colspan="1" %)
65 (((
66 The name of the statistic that changed. See Queue Statistics below for values of this property.
67 )))
68 |(% colspan="1" %)(% colspan="1" %)
69 (((
70 value
71 )))|(% colspan="1" %)(% colspan="1" %)
72 (((
73 Varying
74 )))|(% colspan="1" %)(% colspan="1" %)
75 (((
76 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.
77 )))
78 |(% colspan="1" %)(% colspan="1" %)
79 (((
80 queueId
81 )))|(% colspan="1" %)(% colspan="1" %)
82 (((
83 String
84 )))|(% colspan="1" %)(% colspan="1" %)
85 (((
86 The id of the queue the statistic changed on.
87 )))
88 |(% colspan="1" %)(% colspan="1" %)
89 (((
90 queue\\
91 )))|(% colspan="1" %)(% colspan="1" %)
92 (((
93 String
94 )))|(% colspan="1" %)(% colspan="1" %)
95 (((
96 The display name of the queue the statistic changed on.
97 )))
98
99 = Queue Statistics =
100
101 |=(((
102 Name
103 )))|=(% colspan="1" %)(% colspan="1" %)
104 (((
105 Type
106 )))|=(((
107 Description
108 )))
109 |(((
110 totalCalls
111 )))|(% colspan="1" %)(% colspan="1" %)
112 (((
113 Integer
114 )))|(((
115 The total number of calls that have entered the queue.
116 )))
117 |(((
118 averageTalkTime
119 )))|(% colspan="1" %)(% colspan="1" %)
120 (((
121 Integer
122 )))|(((
123 The average talk time of agents in the queue. Specified in seconds.
124 )))
125 |(% colspan="1" %)(% colspan="1" %)
126 (((
127 averageHoldTime
128 )))|(% colspan="1" %)(% colspan="1" %)
129 (((
130 Integer
131 )))|(% colspan="1" %)(% colspan="1" %)
132 (((
133 The average hold time of calls waiting in the queue. Specified in seconds.
134 )))
135 |(% colspan="1" %)(% colspan="1" %)
136 (((
137 serviceLevelPerf
138 )))|(% colspan="1" %)(% colspan="1" %)
139 (((
140 Float
141 )))|(% colspan="1" %)(% colspan="1" %)
142 (((
143 The percentage of calls in queue that were answered withing the time specified by serviceLevel.
144 )))
145 |(% colspan="1" %)(% colspan="1" %)
146 (((
147 completed
148 )))|(% colspan="1" %)(% colspan="1" %)
149 (((
150 Integer
151 )))|(% colspan="1" %)(% colspan="1" %)
152 (((
153 The total number of calls that were answered by agents in the queue.
154 )))
155 |(% colspan="1" %)(% colspan="1" %)
156 (((
157 abandoned
158 )))|(% colspan="1" %)(% colspan="1" %)
159 (((
160 Integer
161 )))|(% colspan="1" %)(% colspan="1" %)
162 (((
163 The total number of calls that left the queue before being answered by an agent.
164 )))
165 |(% colspan="1" %)(% colspan="1" %)
166 (((
167 max
168 )))|(% colspan="1" %)(% colspan="1" %)
169 (((
170 Integer
171 )))|(% colspan="1" %)(% colspan="1" %)
172 (((
173 The maximum number of calls allowed in the queue.
174 )))
175 |(% colspan="1" %)(% colspan="1" %)
176 (((
177 weight
178 )))|(% colspan="1" %)(% colspan="1" %)
179 (((
180 Integer
181 )))|(% colspan="1" %)(% colspan="1" %)
182 (((
183 The weight of the queue.
184 )))
185 |(% colspan="1" %)(% colspan="1" %)
186 (((
187 strategy
188 )))|(% colspan="1" %)(% colspan="1" %)
189 (((
190 String
191 )))|(% colspan="1" %)(% colspan="1" %)
192 (((
193 The ring strategy of the queue.
194 )))
195 |(% colspan="1" %)(% colspan="1" %)
196 (((
197 serviceLevel
198 )))|(% colspan="1" %)(% colspan="1" %)
199 (((
200 Integer
201 )))|(% colspan="1" %)(% colspan="1" %)
202 (((
203 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.
204 )))
205
206 \\
207 {{/layout-cell}}
208 {{/layout-section}}
209 {{/layout}}

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