Pulse displays statistic details when you select a statistic while adding or editing a widget or template. This information includes the components of the statistic's stat type definition as well as other statistical parameters that form the statistical request that Pulse sends to Stat Server. You can modify a statistic's definition within Pulse when adding or modifying a template.
For more information, see:
The following tables introduce some of the statistics and statistic details.
Note: Pulse displays only those statistics that are relevant to the current display.
Statistic | Description |
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ACW Time | The amount of time an agent status is set to a special postinteraction-processing mode, and no already-established interactions are currently occurring. |
Calls Inbound | Telephony interactions when at least one telephony interaction of Inbound interaction type is currently occurring on the DN. |
Calls Internal | Telephony interactions of Internal interaction type and no other already-established telephony interactions of Outbound or Inbound type are currently occurring on the DN. |
Calls Outbound | Telephony interactions of Outbound interaction type and no other already-established telephony interactions of Inbound interaction type are currently occurring on the DN. |
Inbound Talk Time | The amount of time for telephony interactions when at least one telephony interaction of Inbound interaction type is currently occurring on the DN. |
Internal Talk Time | The amount of time for telephony interactions of Internal interaction type and no other already-established telephony interactions of Outbound or Inbound type are currently occurring on the DN. |
Login Time | The amount of time from when an agent logs in until they log out. |
Not Ready Time | The amount of time an agent status is in a NotReady state (for example, the agent presses the Not Ready button), no other already established interactions are currently in progress, and the agent status is not in AfterCallWork mode. |
Outbound Talk Time | The amount of time for telephony interactions of Outbound interaction type and no other already-established telephony interactions of Inbound interaction type are currently occurring on the DN. |
Ready Time | The amount of time an agent status is in a Ready state. |
Note: Pulse displays only those statistics that are relevant to the current display.
Statistic Detail | Description |
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Alias | The internal name given to the statistic. The Alias must not contain space characters. |
Description | The description given to the statistic. |
Display Alias | The name given to the statistic in the user interface view. |
Display Format | The display format of the statistic (for example, time or integer). |
Filter | The conditions for excluding interaction- and non-interaction-related activity based on certain criteria specified in a logical condition. |
Formula | Mathematical expressions that can involve:
|
Insensitivity | The condition for receiving an update of a statistic value for an object monitored in the view. The insensitivity value can begin at 0 (zero). An increase in the value of this parameter usually decreases network traffic, which is good, but it also reduces reporting accuracy because values are not updated as frequently. |
Notification frequency, seconds | How often Stat Server notifies its clients regarding updates on the statistical values. |
Notification Mode | The method Stat Server uses to notify its clients regarding updates on the statistical values. |
Statistic Type | The statistic type currently associated with the selected statistic. |
Time Profile | The time intervals that Stat Server references for calculating historical, aggregate values for statistics. |
Time Range | Defines a time range for collecting data for statistics belonging to the following statistical categories:
|
Time Range 1 | A second time range that is only used by statistics of the ServiceFactor1 statistical category. |