• 3.10 • 3.12 • 3.13 • 3.14 • 3.15 • 3.16 • 3.17 • 3.18

Agents (in a team)

Internal Protocol Name	New Long Name
agents_logged	Logged-in agents
agents_busy	Busy agents
counted by "capacity" object	Number of interactions on agent
agents_busy_on_service	Agents busy with interactions of this service
agents_ready	Ready agents
agents_not_ready	Not Ready agents
agent_occupancy	Occupancy in campaign/service
agent_average_idle_time	Average idle time
agent_preview_duration	Time in Preview
agent_average_preview_time	Average Preview time
agent_success_ratio_per_day	My Success Rate
team_success_ratio_per_day	My Team Success Rate

Calls (Inbound)

Internal Protocol Name	New Long Name
in_calls_received_per_day	Inbound interactions received for the day
in_transfers_received_per_day	Inbound transfers received for the day
in_calls_in_ivr	Inbound calls currently in IVR
in_calls_self_serviced_per_day	Inbound calls self serviced for the day
in_calls_abandoned_in_ivr_per_day	Inbound calls abandoned in IVR for the day
in_calls_abandoned_total_per_day	Inbound calls abandoned for the day
in_calls_abandoned_percent_per_day	Percentage of inbound calls abandoned for the day
in_calls_dropped_in_ivr_per_day	Inbound calls dropped by system in IVR for the day
in_calls_queued_per_day	Inbound calls queued for the day
in_calls_first_time_queued_per_day	Inbound calls first time queued for the day
in_calls_waiting	Inbound interactions currently in queue
in_calls_in_progress (renamed from in_calls_waiting_or_active, merged with in_email_waiting_in_all_queues)	Inbound interactions currently in IVR, queue or on agents
in_calls_abandoned_in_queue_per_day	Inbound calls abandoned in queue for the day
in_calls_abandoned_in_queue_ratio_per_day	Percentage of inbound calls abandoned in queue for the day
in_calls_short_abandoned_in_queue_per_day	Inbound calls short abandoned in queue for the day
in_calls_short_abandoned_in_queue_ratio_per_day	Percentage of inbound calls short abandoned in queue for the day
in_calls_dropped_in_queue_per_day	Inbound calls dropped by system in queue for the day
service_level	Percentage of inbound interactions answered in Service Level
service_level_target	Inbound Service Level target
service_level_threshold_time	Inbound Service Level threshold
in_max_wait_time	Max inbound wait time
in_calls_routed_per_day	Inbound calls routed to agents for the day
in_calls_ringing	Inbound calls currently ringing
in_calls_handled_per_day	Inbound interactions handled by agents for the day
in_calls_handled_percent_per_day	Percentage of inbound calls handled for the day
in_calls_first_time_handled_per_day	Unique Inbound calls handled by agents for the day
in_calls_rejected_per_day	Inbound calls rejected or unanswered by agents for the day
in_calls_abandoned_ringing_per_day	Inbound calls abandoned while ringing for the day
in_calls_dropped_ringing_per_day	Inbound calls dropped by system while ringing for the day
in_calls_active_on_agents (renamed from in_calls_talking)	Inbound interactions currently handled by agents
in_calls_disconnected_talking_per_day	Inbound calls released by callers for the day
in_calls_dropped_talking_per_day	Inbound calls released by agents for the day
in_calls_duration_average_per_day	Inbound calls duration average for the day
in_calls_duration_total_per_day	Inbound calls duration total for the day
in_calls_transferred_per_day	Inbound interactions transferred by agents for the day
in_average_speed_of_answer	For calls, average speed of answer. For emails, average time to reply
agent_call_handling_rate	Call handling rate per hour
in_callbacks_requested_per_day	Callbacks requested for the day
in_callbacks_abandoned_per_day	Callbacks abandoned during colleciton of callback data for the day
in_callbacks_queued_per_day	Callbacks successfully scheduled for the day
in_callbacks_waiting	Callbacks currently waiting in queue
in_callbacks_cancelled_per_day	Callbacks cancelled for the day
in_callbacks_made_per_day	Callback attempts made for the day
in_callbacks_failed_per_day	Callback attempts failed for the day
in_callbacks_answered_per_day	Callbacks attempts answered for the day

Records (lists, outbound campaigns, inbound services)

Internal Protocol Name	New Long Name
records_total	Total number of records in active lists
records_completed	Completed records in active lists
records_with_assigned_agents_completed	Completed records with personal agent assignments
records_remaining	Remaining records in active lists
records_with_assigned_agents_remaining	Remaining rercords with personal agent assignments
records_in_dnc	Number of records excluded by DNC lists from Active Lists
records_attempted_per_day	Records attempted for the day
records_attempted_ratio_per_day	Percentage of records attempted for the day
records_accepted_per_day	Records previewed for the day
records_skipped_per_day	Records skipped for the day
records_skipped_ratio_per_day	Percentage of records skipped for the day
records_completed_per_day	Records completed for the day
records_completed_ratio_per_day	Percentage of records completed for the day
records_completed_ratio	Percentage of records completed in active lists
records_progress	Records state chart
records_dialable	Records Dialable Right Now
records_expired	Records Expired

Campaign state (Outbound)

Internal Protocol Name	New Long Name
out_campaign_mode	Campaign mode
out_campaign_duration_forecast	Estimated campaign duration
out_average_success_rate	Average Success Rate - percentage of successful call attempts
Dispositions
calls_dispositions_per_day
calls_dispositions_ratio_per_day
Calls (Outbound Dialer)
out_calls_current_call_rate	Outbound current calling rate
out_calls_placed_per_day	Outbound call attempts for the day
out_calls_in_progress	Outbound call attempts currently in progress
out_calls_failed_per_day	Outbound calls attemtps failed fo the day
out_calls_answered_per_day	Outbound successful calls attempts for the day
out_calls_answered_ratio_per_day	Percentage of outbound successful call attempts for the day
out_calls_in_ivr	Outbound calls currently in IVR
out_calls_self_serviced_per_day	Outbound calls self serviced for the day
out_calls_abandoned_in_ivr_per_day	Outbound calls abandoned in IVR for the day
out_calls_abandoned_in_ivr_ratio_per_day	Percentage of outbound calls abandoned in IVR for the day
out_calls_dropped_in_ivr_per_day	Outbound calls dropped in IVR for the day
out_calls_queued_per_day	Outbound calls queued for the day
out_calls_waiting	Outbound calls currently in queue
out_calls_abandoned_in_queue_per_day	Outbound calls abandoned in queue for the day
out_calls_abandoned_in_queue_ratio_per_day	Percentage of outbound calls abandoned in queue for the day
out_calls_dropped_in_queue_per_day	Outbound calls dropped in queue for the day
out_calls_unattended_per_day	Outbound answered calls that did not connect to agent in compliance time, per day
out_calls_unattended_ratio_per_day	Percentage of calls that did not connect to agent in compliance time, per day
out_calls_routed_per_day	Outbound calls routed to agents for the day
out_calls_ringing	Outbound calls delivered to agents and currently ringing
out_calls_abandoned_ringing_per_day	Outbound calls abandoned while ringing for the day
out_calls_dropped_ringing_per_day	Outbound calls dropped while ringing for the day
out_calls_duration_average_per_day	Outbound calls duration average for the day
out_calls_duration_total_per_day	Outbound calls duration total for the day
out_calls_rejected_per_day	Outbound calls rejected or unanswered by agents for the day
out_calls_handled_per_day	Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses.
out_calls_active_on_agents (renamed from out_calls_talking)	Outbound interactions currently handled by agents
out_calls_disconnected_talking_per_day	Outbound calls released by remote party for the day
out_calls_dropped_talking_per_day	Outbound calls released by agent for the day
out_calls_transferred_per_day	Outbound calls transferred by agents for the day
out_calls_in_progress (renamed from out_calls_in_progress_or_active)	Outbound interactions in any stage
out_calls_abandoned_per_day	Outbound calls abandoned at any stage for the day
out_calls_abandoned_ratio_per_day	Percentage of outbound calls abandoned at any stage for the day

Email

Internal Protocol Name	New Long Name
in_email_received_new_per_day	Inbound interactions received for the day for new cases
in_email_carried_over	Inbound emails carried over from previous day
in_email_carried_over_new	Inbound emails carried over from previous day for new cases
in_email_offered_per_day	Inbound emails offered to agent for the day
in_email_rejected_per_day(reject functionality removed for email)	Inbound interactions rejected or unanswered for the day
in_email_pulled_per_day	Inbound emails pulled by agent for the day
in_email_processed_replied_per_day	Inbound emails replied for the day
in_email_processed_noreply_per_day	Inbound emails closed without reply for the day
in_email_handled_new_per_day	Number of new emails processed by agents, including replied, closed without reply, transferred and service changes
out_email_forwarded_internally_per_day(out of scope for 3.8)	Email copies forwarded by agents
in_email_forwards_received_per_day(out of scope for 3.8)	Email copies received by forwards for the day
in_email_waiting_in_personal_queues	Inbound emails currently on agents, saved in personal queues
in_email_waiting_in_pq_breached_sla	Inbound emails currently on agents, saved in personal queues, waiting in excess of SLA time
out_email_waiting_in_personal_queues	Outbound emails currently on agents, saved in personal queues
in_service_changed_per_day	Number of interactions recategorized to a different service by agents
in_service_change_received_per_day	Number of interactions re-categorized from a different service by agents

Configuration and runtime attributes

Internal Protocol Name

item_id

user_id

team_id

service_id

list_id

name

firstname

lastname

login_id

extension

team_name

is_logged

login_time

acd_state

state_duration

reason

acd_next_state

next_reason

active_item_id

active_item_service_id

active_item_service_name

active_item_media_type

active_item_state

active_item_direction

active_item_party_name

active_item_party_firstname

active_item_party_lastname

active_item_is_flagged

active_item_qm_monitor_user

active_item_qm_monitor_mode

active_item_qm_monitor_item_id

active_item_qm_monitored_item_id

active_item_talk_duration

active_item_hold_duration

items

media_type

state

direction

service_name

party_name

party_firstname

party_lastname

is_flagged

qm_is_recording

qm_monitor_user

qm_monitor_mode

qm_monitor_item_id

qm_monitored_item_id

talk_duration

hold_duration

priority

state_reason

is_enabled

ratio

outbound_campaign_link_group

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