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ACDQueueStatisticsType

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

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'

AT

Optional

AT: ACDStatisticsItemType

Time between user called Voximplant cloud and time they disconnect not reaching the operator. Name is 'AbandonmentTime' if 'abbreviation' is set to 'false'

HT

Optional

HT: ACDStatisticsItemType

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

QL

Optional

QL: ACDStatisticsItemType

How many users are in the queue. Name is 'QueueLength' if 'abbreviation' is set to 'false'

RC

Optional

RC: number

Number of calls rejected by the ACD. Call is rejected if all operators are offline or banned, or queue length is exceeded, or predicted answer time exceeds maximum specified for the query. Name is 'RejectedCalls' if 'abbreviation' is set to 'false'

SA

Optional

SA: ACDStatisticsItemType

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

SL

Optional

List of service levels. Name is 'ServiceLevel' if 'abbreviation' is set to 'false'

TACW

Optional

TACW: number

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

TAT

Optional

TAT: number

Sum for all times between user called Voximplant cloud and time they disconnect not reaching the operator, in seconds. Name is 'TotalAbandonmentTime' if 'abbreviation' is set to 'false'

TC

Optional

TC: number

Total number of calls. Name is 'TotalCalls' if 'abbreviation' is set to 'false'

THT

Optional

THT: number

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

TST

Optional

TST: number

Sum of 'SpeedOfAnswer', in seconds. Name is 'TotalSubmissionTime' if 'abbreviation' is set to 'false'

TT

Optional

TT: ACDStatisticsItemType

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'

TWT

Optional

TWT: number

Sum of 'WaitingTime', in seconds. Name is 'TotalWaitingTime' if 'abbreviation' is set to 'false'

UAC

Optional

UAC: number

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

WT

Optional

WT: ACDStatisticsItemType

Delay between user called and operator answered the call (or call is terminated). Name is 'WaitingTime' if 'abbreviation' is set to 'false'

date

Optional

date: string

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