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ACDOperatorStatisticsType

Individual record in the ACDOperatorAggregationGroupType group

Fields

AC

OPTIONAL

AC: number

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

ACW

OPTIONAL

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

OPTIONAL

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

SA

OPTIONAL

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

TACW

OPTIONAL

TACW: number

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

TDT

OPTIONAL

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

OPTIONAL

THT: number

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

TT

OPTIONAL

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

TTT

OPTIONAL

TTT: number

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

UAC

OPTIONAL

UAC: number

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

date

OPTIONAL

date: date

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

hour

OPTIONAL

hour: number

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

user_id

OPTIONAL

user_id: string

If aggregation was enabled, contains user ID for the results