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ACDOperatorStatisticsType

Individual record in the ACDOperatorAggregationGroupType group

Fields

AC: number

Number of answered calls. Name is 'AnsweredCalls' if 'abbreviation' is set to 'false'

ACW: ACDStatisticsItemType

Time between operator ended a call and changed status to a one different from the 'AFTER_SERVICE'. This time is tracked only if operator changed status to 'AFTER_SERVICE' after the call. Name is 'AfterCallWork' if 'abbreviation' is set to 'false'

HT: ACDStatisticsItemType

Sum of 'TalkTime' and 'AfterCallWork'. Name is 'HandlingTime' if 'abbreviation' is set to 'false'

SA: ACDStatisticsItemType

Delay between a call started to ring and operator answered it. Name is 'SpeedOfAnswer' if 'abbreviation' is set to 'false'

TACW: number

Sum of 'AfterCallWork', in seconds. Name is 'TotalAfterCallWork' if 'abbreviation' is set to 'false'

TDT: number

Sum of delays between calls started to ring and operator answered them, in seconds. Name is 'TotalDialingTime' if 'abbreviation' is set to 'false'

THT: number

Sum of 'HandlingTime', in seconds. Name is 'TotalHandlingTime' if 'abbreviation' is set to 'false'

TT: ACDStatisticsItemType

Time between operator answering and ending a call. Name is 'TalkTime' if 'abbreviation' is set to 'false'

TTT: number

Sum of 'TalkTime', in seconds. Name is 'TotalTalkTime' if 'abbreviation' is set to 'false'

UAC: number

Number of unanswered calls. Name is 'UnansweredCalls' if 'abbreviation' is set to 'false'

date: string

If aggregation was enabled, contains UTC date for the results in 24-h 'YYYY-MM-DD' format

hour: number

If aggregation was enabled, contains the 60-minute interval number from 1 to 24

user_id: string

If aggregation was enabled, contains user ID for the results