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ACDOperatorStatisticsType

Individual record in the ACDOperatorAggregationGroupType group.

Fields

user_id

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user_id: 

string

If aggregation was enabled, contains user ID for the results

date

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date: 

date

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

hour

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hour: 

number

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

SA

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SA: 

ACDStatisticsItemType

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

TT

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TT: 

ACDStatisticsItemType

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

ACW

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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

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HT: 

ACDStatisticsItemType

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

AC

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AC: 

number

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

UAC

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UAC: 

number

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

TDT

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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

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THT: 

number

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

TTT

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TTT: 

number

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

TACW

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TACW: 

number

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