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ACDQueueStatisticsType

Individual record in the ACDOperatorAggregationGroupType group.

Fields

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

WT

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WT: 

ACDStatisticsItemType

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

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'

AT

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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

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HT: 

ACDStatisticsItemType

Sum of 'TalkTime' and 'AfterCallWork'. Name is 'HandlingTime' 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'

QL

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QL: 

ACDStatisticsItemType

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

TC

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TC: 

number

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

AC

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AC: 

[ACDStatisticsCalls]

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

UAC

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UAC: 

[ACDStatisticsCalls]

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

RC

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RC: 

[ACDStatisticsCalls]

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'

SL

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SL: 

[ACDQueueStatisticsServiceLevelType]

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

TWT

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TWT: 

number

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

TST

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TST: 

number

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

TAT

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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'

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'