ACDOperatorStatisticsType
Individual record in the ACDOperatorAggregationGroupType group.
Fields
user_id
user_id: string
If aggregation is enabled, contains user ID for the results
date
date: date
If aggregation is enabled, contains UTC date for the results in 24-h 'YYYY-MM-DD' format
hour
hour: number
If aggregation is enabled, contains the 60-minute interval number from 1 to 24
SA
SA: Delay between a call started to ring and operator answered it. Name is 'SpeedOfAnswer' if 'abbreviation' is set to 'false'
TT
TT: Time between operator answering and ending a call. Name is 'TalkTime' if 'abbreviation' is set to 'false'
ACW
ACW: 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
HT: Sum of 'TalkTime' and 'AfterCallWork'. Name is 'HandlingTime' if 'abbreviation' is set to 'false'
AC
AC: number
Number of answered calls. Name is 'AnsweredCalls' if 'abbreviation' is set to 'false'
UAC
UAC: number
Number of unanswered calls. Name is 'UnansweredCalls' if 'abbreviation' is set to 'false'
TDT
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
THT: number
Sum of 'HandlingTime', in seconds. Name is 'TotalHandlingTime' if 'abbreviation' is set to 'false'
TTT
TTT: number
Sum of 'TalkTime', in seconds. Name is 'TotalTalkTime' if 'abbreviation' is set to 'false'
TACW
TACW: number
Sum of 'AfterCallWork', in seconds. Name is 'TotalAfterCallWork' if 'abbreviation' is set to 'false'