View AG2_QUEUE_GRP
Description
This view represents the AGT_QUEUE_GRP_HOUR table, a disposition-based aggregate table that provides a rollup of contact center activities from the perspective of the queue groups that interactions enter and pass through. Rollups are derived primarily from the MEDIATION_ SEGMENT_FACT table, and aggregation is performed along the DATE_TIME, TENANT, GROUP_, MEDIA_ TYPE, and INTERACTION_TYPE dimensions. The combination of keys to these dimensions uniquely identifies records in the AGT_QUEUE_GRP_HOUR table.
Group membership is determined at the moment at which the interaction enters the member queue. If the queue belongs to more than one queue group, its measures are attributed to all of the groups of which the queue was a member when the interactions entered it. Queue group members include the following queue-type devices:
- ACD queues
- Virtual queues
- Interaction queues
- Workbins
Where so indicated, the measures in AGT_QUEUE_GRP_HOUR include either warm consult interactions or simple consult interactions. Warm consult interactions, or warm consultations, refer to those consultations that result in a transfer to or conference with an agent. Simple consultations are consult interactions that begin and end in consult.
The measures suffixed “_80” (e.g., ACCEPTED_THR_80) provide backward compatibility. They appear only in upgraded schemas and their values rely on thresholds that are configured in the [gim-etl*] section.
The same columns and column descriptions apply to other AG2_QUEUE_GRP_* views.
Column List
Column | Description |
---|---|
DATE_TIME_KEY | The surrogate key that is used to join this aggregate table to the DATE_TIME dimension table to identify the calendar date and 15-minute interval that correspond to the start of the aggregated interval. |
GROUP_KEY | The surrogate key that is used to join this aggregate table to the GROUP_ view to identify the specific queue group of which the queue was a member when the interaction entered the queue. |
INTERACTION_DESCRIPTOR_KEY | The surrogate key that is used to join this aggregate table to the INTERACTION_DESCRIPTOR dimension table to identify the business attributes that have been assigned to the interaction. |
TENANT_KEY | The surrogate key that is used to join this aggregate table to the TENANT view to identify a specific tenant. |
MEDIA_TYPE_KEY | The surrogate key that is used to join this aggregate table to the GROUP_ view to identify the specific queue group of which the queue was a member when the interaction entered the queue. |
INTERACTION_TYPE_KEY | The surrogate key that is used to join this aggregate table to the INTERACTION_TYPE dimension table. |
USER_DATA_KEY1 | The surrogate key that is used to join this aggregate table to a custom user data dimension table to identify attached data that has been assigned to the interaction. |
USER_DATA_KEY2 | The surrogate key that is used to join this aggregate table to a custom user data dimension table to identify attached data that has been assigned to the interaction. |
ENTERED | The total number of times that customer interactions or established warm consultations entered queues that belong to this queue group. If the same interaction enters this queue more than once, this measure counts each entrance separately. |
CLEARED | The total number of times that customer interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group.
Clearing involves any of the following:
Clearing excludes:
|
CLEARED_TIME | The total duration, in seconds, that customer interactions spent in a queue before they were cleared from a virtual queue, workbin, or interaction queue that belong to this queue group. Interactions can be cleared for many reasons. |
CLEARED_TIME_MAX | The longest amount of time, in seconds, that customer interactions spent in a queue before they were cleared from virtual queues, workbins, or interaction queues that belong to this queue group. |
CLEARED_STUCK | The total number of times that customer interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group because the interactions were identified as being stuck (having a technical result of StuckCall). |
ABANDONED | The total number of times that customer interactions entered queues that belong to this queue group and were abandoned or dropped for any reason before the interactions could be distributed. The count includes short-abandoned interactions and excludes interactions that were abandoned after distribution, such as abandoned-while-inviting interactions. |
ABANDONED_TIME | The total amount of time, in seconds, that customer interactions waited in queues that belong to this queue group before they were abandoned or dropped for any reason and before the interactions could be distributed. The duration starts the moment at which the interaction entered this queue and ends the moment at which the interaction was abandoned or stopped. The measurement includes short-abandoned interactions and excludes interactions that were abandoned after distribution. |
ABANDONED_TIME_MAX | The longest amount of time, in seconds, that customers waited at queues that belong to this queue group before abandoning the interactions and before the interactions could be distributed. |
ABANDONED_SHORT | The total number of times that customer interactions entered queues that belong to this queue group and were abandoned within the short-abandoned threshold. The count excludes interactions that were abandoned after distribution. This measure relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
ABANDONED_STANDARD | The total number of customer interactions that entered queues that belong to this queue group, and were abandoned or dropped for any reason beyond the short-abandoned threshold and before the interactions could be established. This measure excludes interactions that were abandoned while they were alerting at a handling resource. This measure relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
ABANDONED_STANDARD_TIME | The total amount of time, in seconds, that is associated with interactions that entered queues that belong to this queue group, and were abandoned or dropped for any reason before the interactions could be distributed. This time excludes the duration of customer interactions that were abandoned within the short-abandoned threshold as well as abandoned-while-alerting interactions. This measure relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
ABANDONED_INVITE | The total number of times that customer interactions that were distributed or pulled from queues that belong to this queue group were abandoned or dropped for any reason while the interactions were alerting or ringing at an agent. |
DISTRIBUTED_ | The total number of times that customer interactions or established warm consultations were distributed or pulled from queues that belong to this queue group.
Distribution includes the interactions that were:
|
DISTRIBUTED_TIME | The time, in seconds, from the moment at which customer interactions or warm consultations entered queues that belong to this queue group to the moment at which they were distributed or pulled from the queues. |
DISTRIBUTED_TIME_MAX | The longest amount of time, in seconds, in seconds, that customer interactions or warm consultations spent in queues that belong to this queue group before they were distributed. |
REDIRECTED | The total number of times that customer interactions entered queues that belong to this queue group, rang at a routing target, and were redirected upon no acceptance/answer by an agent. |
ROUTED_OTHER | The total number of times that customer interactions entered queues that belong to this queue group and were subsequently routed either to other mediation DNs or to unmonitored resources. |
ACCEPTED | The total number of times that customer interactions and warm consultations that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or non-agent-associated DN. |
ACCEPTED_THR | The total number of times that customer interactions or established warm consultations that were distributed from queues that belong to this queue group were accepted, answered, or pulled by a handling resource within the acceptance threshold. This measure relies on the value of the acceptance threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
ACCEPTED_AGENT | The total number of times that customer interactions or warm consultations that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent. |
ACCEPTED_AGENT_TIME | The total amount of time, in seconds, that customer interactions waited in queues that belong to this queue group before they were accepted, answered, or pulled by agents. Duration starts when the interaction enters the queue and ends when the interaction is accepted, answered, or pulled by an agent—thereby, including alert (ring) time. |
ACCEPTED_AGENT_THR | The total number of times that customer interactions or established warm consultations that were distributed from queues that belong to this queue group were accepted, answered, or pulled by an agent within the acceptance threshold. This measure relies on the value of the accepted-by-agent threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
TRANSFER_INIT_AGENT | The total number of times that agents transferred customer interactions that were distributed or pulled from queues that belong to this queue group. Both warm and blind transfers are reflected in this measure. |
INVITE | The total number of customer interactions that were distributed from queues that belong to this queue group that alerted or rang at agent resources before the agents accepted, answered, or pulled the interactions plus the total number of dials that agents performed, where the calls were successfully established and were distributed from queues that belong to this queue group. |
INVITE_TIME | The total amount of time, in seconds, which customer interactions, distributed from queues that belong to this queue group, alerted or rang at agents plus the total duration of the dialing that agents performed. For the alerting component of this measure, interactions do not have to be established for this measure to be incremented. For the dialing component, dial duration is measured for established calls only. |
ENGAGE_TIME | For customer interactions that were distributed or pulled from queues that belong to this queue group, the total amount of time, in seconds, that agents were engaged with customers. This measure excludes other interaction-related durations, such as hold time, ACW (Wrap) time, alert (ring) time and the time that is associated with consultations and collaborations that the agent received. |
WRAP | The total number of times that agents entered or were in ACW state upon handling customer interactions that were distributed from queues that belong to this queue group. |
WRAP_TIME | The total amount of time, in seconds, that agents spent performing after-call work for customer interactions that were distributed from queues that belong to this queue group. |
HOLD | The total number of times that agents had customer interactions, distributed from queues that belong to this queue group, on hold. This count attributes only one hold instance per distribution per agent, even if the same interaction was placed on hold more than once by the agent. |
HOLD_TIME | The total amount of time, in seconds, that agents had customer interactions that were distributed from queues that belong to this queue group on hold. This time starts when the interaction is placed on hold and ends when it is retrieved, dropped, transferred, or completed. |
CONSULT_ENTERED | The total number of times that simple consultation requests entered queues that belong to this queue group where the collaborations/consultations were associated with customer interactions. |
CONSULT_CLEARED | The total number of times that simple consult interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group. |
CONSULT_CLEARED_TIME | The total duration, in seconds, that simple consult interactions spent in a queue before they were cleared from a virtual queue, workbin, or interaction queue that belong to this queue group. |
CONSULT_CLEARED_TIME_MAX | The longest amount of time, in seconds, that simple consult interactions spent in a queue before they were cleared from virtual queues, workbins, or interaction queues that belong to this queue group. |
CONSULT_CLEARED_STUCK | The total number of times that simple consult interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group because the interactions were identified as being stuck (that is, having a technical result of StuckCall). |
CONSULT_ABANDONED | The total number of times that simple consultations entered queues that belong to this queue group and were abandoned before they could be established inside the short-abandoned threshold where the consultations were associated with customer interactions. This measure relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
CONSULT_ABANDONED_TIME | The total amount of time, in seconds, that simple consult interactions waited in queues that belong to this queue group before they were abandoned or dropped for any reason and before the interactions could be established. The duration starts the moment at which the consultation entered this queue and ends the moment at which the interaction was abandoned or stopped. The measurement includes short-abandoned interactions and excludes interactions that were abandoned after distribution. |
CONSULT_ABANDONED_TIME_MAX | The longest amount of time, in seconds, that agents waited at queues that belong to this queue group before they abandoned their simple consult interactions. Interactions that were abandoned after they were offered to a resource (that is, abandoned-while-alerting/abandoned-while-ringing interactions) are excluded from consideration. |
CONSULT_ABANDONED_SHORT | The total number of times that requests for consultation entered queues that belong to this queue group and were abandoned within the short-abandoned threshold where the consultations were associated with customer interactions. The count excludes collaborations and consultations that were abandoned after distribution. This measure relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
CONSULT_ABANDONED_STANDARD | The total number of simple consult interactions that entered queues that belong to this queue group and were abandoned or dropped for any reason beyond the short-abandoned threshold and before the consultations could be established. This measure excludes consultations that were abandoned while they were alerting at a handling resource. This measure relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
CONSULT_ABN_STANDARD_TIME | The total amount of time, in seconds, that is associated with simple consult interactions that entered queues that belong to this queue group and were abandoned by the agent or dropped for any reason before the consultations could be established. The duration starts when the consultation enters the queue and ends when the consultation is abandoned or dropped, but only after the short-abandoned threshold has elapsed. This measure also excludes the time that is associated with consultations that were abandoned while they were alerting at a handling resource. This measure relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
CONSULT_ABANDONED_INVITE | The total number of times that consult interactions that were distributed or pulled from queues that belong to this queue group were abandoned or dropped for any reason while the interactions were alerting or ringing at an agent. |
CONSULT_DISTRIBUTED | The total number of times that simple consult interactions were distributed or pulled from queues that belong to this queue group. |
CONSULT_DISTRIBUTED_TIME | The time, in seconds, from the moment at which simple consult interactions entered queues that belong to this queue group to the moment at which were distributed or pulled from the queues. |
CONSULT_DISTRIBUTED_TIME_MAX | The longest amount of time, in seconds, in seconds, that customer interactions spent in queues that belong to this queue group before they were distributed. |
CONSULT_REDIRECTED | The total number of times that collaborations or simple consult interactions entered queues that belong to this queue group, rang at a routing target, and were redirected upon no acceptance/answer by an agent. |
CONSULT_ROUTED_OTHER | The total number of times that consult interactions entered queues that belong to this queue group and were subsequently routed either to other mediation DNs or to unmonitored resources. |
CONSULT_ACCEPTED | The total number of times that simple consult interaction that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or non-agent-associated DN. |
CONSULT_ACCEPTED_TIME | The total amount of time, in seconds, that simple consult interactions waited in queues that belong to this queue group before they were accepted, answered, or pulled by handling resources. The duration starts when consultations enter the queue and ends when the consultations are accepted by the target resource—thereby, including alert (ring) time. |
CONSULT_ACCEPTED_TIME_MAX | The longest amount of time, in seconds, that simple consult interactions that were distributed from queues that belong to this queue group, spent in a queue before they were accepted, answered, or pulled by the target resource. Duration starts when the consultation enters the member queue and ends when the consultation is accepted, answered, or pulled—thereby, including alert (ring) time. |
CONSULT_ACCEPTED_THR | The total number of times that simple consult interactions that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by a handling resource within the acceptance threshold. This measure relies on the value of the acceptance threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
CONSULT_ACCEPTED_AGENT_TIME | The total amount of time, in seconds, that consult interactions or warm consultations waited in queues that belong to this queue group before they were accepted, answered, or pulled by agents. Duration starts when the interaction enters the queue and ends when the interaction is accepted, answered, or pulled by an agent—thereby, including alert (ring) time. |
CONSULT_ACCEPTED_AGENT_THR | The total number of times that simple consult interactions that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent within the acceptance threshold. This measure relies on the value of the acceptance threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. |
CONSULT_TRANSFER_INIT_AGENT | The total number of times that agents transferred simple consult interactions that were distributed or pulled from queues that belong to this queue group. |
CONSULT_RECEIVED_ACCEPTED | The total number of times that agents received collaborations or simple consultations that were distributed or pulled from queues that belong to this queue group and associated with customer interactions. |
CONSULT_RECEIVED_INVITE | The total number of simple consult interactions that were distributed from queues that belong to this queue group that alerted or rang at agent resources before the agents accepted, answered, or pulled the interactions, where the calls were established successfully. |
CONSULT_RECEIVED_INVITE_TIME | The total amount of time, in seconds, that simple consult interactions, distributed from queues that belong to this queue group, alerted or rang at agents. Consultations do not have to be established for this measure to be incremented. |
CONSULT_RECEIVED_ENGAGE_TIME | The total amount of time, in seconds, that agents were engaged in collaborations or simple consultations that were distributed or pulled from queues that belong to this queue group where the agents were the recipients of the collaboration/consultation requests and the collaborations/consultations were associated with customer interactions. |
CONSULT_RECEIVED_WRAP | The total number of collaborations or simple consultations for which agents entered ACW state where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions and the agents were the recipients of the consultation requests. |
CONSULT_RECEIVED_WRAP_TIME | The total amount of time, in seconds, that agents were in ACW state, after simple consultations that the agents accepted, where the consultations were distributed from queues that belong to this queue group and were associated with customer interactions. |
CONSULT_RECEIVED_HOLD | The total number of simple consultations that agents had on hold where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions and the agents were the recipients of the consultation requests. |
CONSULT_RECEIVED_HOLD_TIME | The total amount time, in seconds, that agents had simple consult interactions on hold where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions and the agents were the recipients of the consultation requests. |
CONSULT_RCV_ACC_WARM | The total number of times that agents participated in consultations that the agents received, where the consultations were distributed or pulled from queues that belong to this queue group, associated with customer interactions, and transferred to or conferenced with the agents. |
CONSULT_RCV_ACC_WARM_TIME | The total amount time, in seconds, that others spent waiting for an agent to respond to the requests for warm consultation that the agent received, where the warm consult interactions were distributed or pulled from queues that belong to this queue group. |
CONSULT_RCV_WARM_INVITE | The total number of warm consultations that were distributed from queues that belong to this queue group that rang at agent resources before the agents answered the calls. |
CONSULT_RCV_WARM_INVITE_TIME | The total amount of time, in seconds, that warm consult interactions, distributed from queues that belong to this queue group, alerted or rang at agents. By definition, warm interactions must be established for this measure to be incremented. |
CONSULT_RCV_WARM_ENGAGE_TIME | The total amount of time, in seconds, that agents were engaged in consultations that were distributed or pulled from queues that belong to this queue group and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents. |
CONSULT_RCV_WARM_HOLD | The total number of consultations distributed from queues that belong to this queue group that agents had on hold where the consultations were associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents. |
CONSULT_RCV_WARM_HOLD_TIME | The total amount time, in seconds, that agents had consultations on hold where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents. |
CONSULT_RCV_WARM_WRAP | The total number of consultations that agents received for which agents entered ACW state where the consultations were distributed from queues that belong to this queue group and were associated with customer interactions, and the interactions were transferred to or conferenced with the agents. In common call-flow scenarios, this measure yields a value of zero. |
CONSULT_RCV_WARM_WRAP_TIME | The total amount of time, in seconds, that agents spent in ACW state following consultations that the agents requested and received, where the consultations were distributed from queues that belong to this queue group and were associated with customer interactions and the interactions were transferred to or conferenced with the agents.
This measure includes:
|
CONFERENCE_INIT_AGENT | The total number of times that agents initiated conferences for customer interactions that the agent received where the interactions were distributed or pulled from queues that belong to this queue group and the conferences were established. The count includes the number of established conferences that were initiated for transferred interactions that agents received. |
ACCEPTED_TIME | The total amount of time, in seconds, that customer interactions waited in a queue that belong to this queue group before they were accepted, answered, or pulled by handling resources. The duration starts when interactions enter the queue and ends when the interactions are accepted by the target resource-thereby, including alert (ring) time. |
ACCEPTED_TIME_MAX | The longest amount of time, in seconds, that customer interactions that were distributed from queues that belong to this queue group, spent in a queue before they were accepted, answered, or pulled by the target resource. Duration starts when the interaction enters the member queue and ends when the interaction is accepted, answered, or pulled—thereby, including alert (ring) time. |