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