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Queue Metrics and Agent Stats

This section contains Tables of queue metrics and agent statistics.

Queue Metrics

The following Table lists queue metrics, and maps Advisors metrics to Stat Server metrics.

Advisors Metric Stat Server Metric Time Profile Time Range Filtered
ACWTimeHalf Informiam.Queue_After_Call_Work_Time Last30MinsGrowing N/A Yes
ACWTimeTo5 Informiam.Queue_After_Call_Work_Time Last5Mins N/A Yes
ACWTimeToday Informiam.Queue_After_Call_Work_Time OneDay N/A Yes
AnswerWaitTimeHalf Informiam.Total_Time_To_Answer Last30MinsGrowing N/A Yes
AnswerWaitTimeTo5 Informiam.Total_Time_To_Answer Last5Mins N/A Yes
AnswerWaitTimeToday Informiam.Total_Time_To_Answer OneDay N/A Yes
CallsAnswered

Half

Informiam.Total_Calls_Answered Last30MinsGrowing N/A Yes
CallsAnsweredTo5 Informiam.Total_Calls_Answered Last5Mins N/A Yes
CallsAnswered

Today

Informiam.Total_Calls_Answered OneDay N/A Yes
CallsClearedTo5 Informiam.TotalCalls_Cleared Last5Mins N/A Yes
CallsClearedHalf Informiam.TotalCalls_Cleared Last30Mins, Growing N/A Yes
CallsCleared

Today

Informiam.TotalCalls_Cleared OneDay, Growing N/A Yes
CallsEnteredHalf Informiam.TotalCalls_Entered Last30Mins N/A Yes
CallsHandledHalf Informiam.Queue_Calls_Handled Last30MinsGrowing N/A Yes
CallsHandledTo5 Informiam.Queue_Calls_Handled Last5Mins N/A Yes
CallsHandled

Today

Informiam.Queue_Calls_Handled OneDay N/A Yes
CallsOfferedHalf Informiam.Total_Calls_Inbound Last30MinsGrowing N/A Yes
CallsOfferedTo5 Informiam.Total_Calls_Inbound Last5Mins N/A Yes
CallsOffered

Today

Informiam.Total_Calls_Inbound OneDay N/A Yes
CallsOutTo5 Informiam.Queue_Outbound_Calls Last5Mins N/A Yes
CallsOutHalf Informiam.Queue_Outbound_Calls Last30MinsGrowing N/A Yes
CallsOutToday Informiam.Queue_Outbound_Calls OneDay N/A Yes
ExpectedDelay Informiam.Queue_Expected_Wait_Time Last5Mins N/A Yes
HandleTimeHalf Informiam.Queue_Handle_Time Last30MinsGrowing N/A Yes
HandleTimeTo5 Informiam.Queue_Handle_Time Last5Mins N/A Yes
HandleTime

Today

Informiam.Queue_Handle_Time OneDay N/A Yes
RouterCalls

AbandQHalf

Informiam.Total_Calls_Abandoned Last30MinsGrowing N/A Yes
RouterCalls

AbandQTo5

Informiam.Total_Calls_Abandoned Last5Mins N/A Yes
RouterCalls

AbandQToday

Informiam.Total_Calls_Abandoned OneDay N/A Yes
RouterCallsQ

Now

Informiam.CurrNumberWaitingCalls CollectorDefault N/A Yes
RouterCallsQ

NowTime

Informiam.Total_Time_Waiting_Calls CollectorDefault N/A Yes
RouterLongest

CallQ

Informiam.CurrMaxCallWaitingTime CollectorDefault N/A Yes
ServiceLevel

AbandHalf

Informiam.ServiceLevelAband Last30MinsGrowing LessThan20Secs Yes
ServiceLevel

AbandTo5

Informiam.ServiceLevelAband Last5Mins LessThan20Secs Yes
ServiceLevel

AbandToday

Informiam.ServiceLevelAband OneDay LessThan20Secs Yes
ServiceLevel

CallsHalf

Informiam.ServiceLevelAnswered Last30MinsGrowing LessThan20Secs Yes
ServiceLevel

CallsTo5

Informiam.ServiceLevelAnswered Last5Mins LessThan20Secs Yes
ServiceLevel

CallsToday

Informiam.ServiceLevelAnswered OneDay LessThan20Secs Yes
ServiceLevel

CallsOnHoldHalf

Informiam.ServiceLevelCallsOnHold_Total Last30MinsGrowing GreaterThan20

Secs

Yes
ServiceLevel

CallsOnHoldTo5

Informiam.ServiceLevelCallsOnHold_Total Last5Mins GreaterThan20

Secs

Yes
ServiceLevel

CallsOnHold Today

Informiam.ServiceLevelCallsOnHold_Total OneDay,Growing GreaterThan20

Secs

Yes
ServiceLevel

CallsQHeld

Informiam.ServiceLevelCallsOnHold_Current CollectorDefault GreaterThan20

Secs

Yes
TalkTimeHalf Informiam.Queue_Talk_Time Last30MinsGrowing N/A Yes
TalkTimeTo5 Informiam.Queue_Talk_Time Last5Mins N/A Yes
TalkTimeToday Informiam.Queue_Talk_Time OneDay N/A Yes

Agent Statistics

The following Table lists agent statistics.

Advisors Metric Stat Server Metric Time Profile Filtered
AgentState Informiam.CurrentAgentState CollectorDefault No
DateTimeLogin Informiam.Informiam.CurrTotalLoginTime CollectorDefault No
This page was last modified on September 16, 2013, at 20:40.

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