• 3.10 • 3.11 • 3.12 • 3.13 • 3.14 • 3.15 • 3.16 • 3.17 • 3.18

service_in_time_counters

This table contains general metrics for all services defined in your contact center configuration.

Note the following:

• For voice services, if a service can be accessed via multiple access numbers, the metrics are provided for each access number separately.

• Unless noted otherwise with respect to a particular metric, any service call mentioned below shall be interpreted as an inbound call that entered the system via access number specified in the destination_phone field within the given aggregation interval and requested the service specified in the service_name field.

• Unless noted otherwise with respect to a particular metric, any campaign call mentioned below shall be interpreted as a call initiated as part of the outbound calling campaign specified in the service_name field within the given aggregation interval.

• In all metrics counting transferred calls, each transfer instance is counted separately.

• Any campaign record mentioned below shall be interpreted as a record from one of the calling lists associated with the campaign specified in the service_name field whose processing within this campaign was completed within the given aggregation interval.

• This table also contains metrics for agent teams that handled interactions for the specified service. Team-specific service metrics are reported in separate table rows, one row per team. Any team agent mentioned below shall be interpreted as an agent of the team specified in the team_name field who have the skill corresponding to the service or campaign specified in the service_name field.

Column Name	Data Type	Description
id	BINARY (16)	Primary key.
agg_run_id	BINARY (16)	Aggregator run that produced this record.
start_time	DATETIME	Start time of the aggregation interval.
end_time	DATETIME	End time of the aggregation interval.
service_name	VARCHAR	Name of the service as defined in service configuration.
destination_phone	VARCHAR	Access number for this service as defined in the Dial-in Scenario Entry associated with service. If a service is associated with multiple access numbers, metrics specified in this table will be provided for each access number separately.
team_name	VARCHAR	Name of the team that handled calls associated with this service. This field is empty for the service metrics that are not team specific. If several teams handled calls associated with the service, the team metrics will be provided for each team separately.
media_type	ENUM	Media type of this service. Possible values VOICE, CHAT, EMAIL. If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.
num_calls_received	BIGINT	Number of received service calls. For email, number of received service emails, including new emails and emails related to existing thread. For new emails only, see num_emails_received_new.
num_calls_received_as_transfers	BIGINT	Number of service calls received as transfers. For email, number of service emails received as transfers.
num_calls_received_as_transfers_ from_same_service	BIGINT	Number of service calls received as transfers from the same service.
num_calls_received_as_transfers_ from_other_service	BIGINT	Number of service calls received as transfers from different services.
num_calls_queued	BIGINT	Number of service calls that were queued.
num_calls_answered	BIGINT	Number of service calls that were answered. For email, number of inbound service emails processed in any manner (replied to, closed without reply, transferred, or service changed).
num_calls_transferred_internally	BIGINT	Number of service calls that were answered and then transferred to another internal number (queue or extension). For email, number of service emails that were transferred.
num_calls_transferred_externally	BIGINT	Number of service calls that were answered and then transferred to an external number.
answer_time	BIGINT	Total answer time for all calls counted in num_calls_answered.
num_calls_abandoned	BIGINT	Total number of service calls that were abandoned at any time after entering the queue.
num_calls_abandoned_after_threshold	BIGINT	Number of service calls that were abandoned outside of the Service Level threshold (i.e., after the time set by parameter Within threshold in service configuration). Includes the calls that were abandoned while ringing.
num_calls_abandoned_in_ivr	BIGINT	Number of service calls that were abandoned before entering the queue (i.e., while still at the IVR stage).
num_calls_self_service	BIGINT	Number of service calls that were serviced by an IVR application (as indicated by execution of scenario block Self-Service Provided).
num_calls_in_service_level	BIGINT	Number of service calls that were answered within the Service Level threshold (i.e., within the time set by parameter Within threshold in service configuration). For email, number of inbound emails that were replied to within the Service Level threshold. Note that for service level purposes, the reply time excludes the hours when the service was closed according to the configured HOP.
num_overflow_calls	BIGINT	Number of service calls that were distributed to overflow destinations.
num_calls_held	BIGINT	Number of service calls that were held at any time during their handling.
num_calls_recv_as_transfers_ answered	BIGINT	Number of service calls received as transfers that were answered.
num_calls_recv_as_transfers_ in_service_level	BIGINT	Number of service calls received as transfers that were answered within the Service Level threshold (i.e., within the time set by parameter Within threshold in service configuration).
num_calls_recv_as_transfers_ abandoned	BIGINT	Number of service calls received as transfers that were abandoned.
num_calls_recv_as_transfers_ abandoned_in_ivr	BIGINT	Number of service calls received as transfers that were abandoned before entering the queue (i.e., while still at the IVR stage).
num_calls_recv_as_transfers_ abandoned_after_threshold	BIGINT	Number of service calls received as transfers that were abandoned outside of the Service Level threshold (i.e., after the time set by parameter Within threshold in service configuration). Includes the calls that were abandoned while ringing.
num_calls_recv_as_transfers_ queued	BIGINT	Number of service calls received as transfers that were queued.
num_calls_recv_as_transfers_held	BIGINT	Number of service calls received as transfers that were held at any time during their handling.
num_calls_queued_answered	BIGINT	Number of queued service calls that were answered. Unlike num_calls_answered, this metric counts only calls that passed through the given service queue.
answer_time_queued	BIGINT	Total answer time for all calls counted in num_calls_queued_answered.
num_calls_queued_abandoned	BIGINT	Number of queued service calls that were abandoned. Unlike num_calls_abandoned, this metric counts only calls that passed through the given service queue.
num_calls_queued_abandoned_ after_threshold	BIGINT	Number of queued service calls that were abandoned outside of the Service Level threshold (i.e., after the time set by parameter Within threshold in service configuration). Includes the calls that were abandoned while ringing. Unlike num_calls_abandoned_after_threshold, this metric counts only calls that passed through the given service queue.
num_calls_queued_in_service_level	BIGINT	Number of queued service calls that were answered within the Service Level threshold (i.e., within the time set by parameter Within threshold in service configuration). Unlike num_calls_in_service_level, this metric counts only calls that passed through the given service queue.
num_calls_queued_held	BIGINT	Number of queued service calls that were held at any time during their handling. Unlike num_calls_held, this metric counts only calls that passed through the given service queue.
abandonment_time_queued	BIGINT	Total abandonment time for all calls counted in num_calls_queued_abandoned.
abandonment_time_after_ threshold_queued	BIGINT	Total abandonment time for all calls counted in num_calls_queued_abandoned_after_threshold.
abandonment_time	BIGINT	Total abandonment time for all calls counted in num_calls_abandoned.
abandonment_time_after_threshold	BIGINT	Total abandonment time for all calls counted in num_calls_abandoned_after_threshold.
total_duration_in	BIGINT	The sum of total durations of inbound service calls. Includes time in IVR, queue, as well as ringing, talk, and hold times. Does not include after-call work time.
busy_time_in	BIGINT	Total talk and hold time for inbound service calls.
busy_time_out	BIGINT	Total talk and hold time for outbound calls excluding campaign calls.
acw_time	BIGINT	Total after-call work time for inbound and outbound service calls excluding campaign calls.
acw_time_in	BIGINT	Total after-call work time for inbound service calls.
acw_time_out	BIGINT	Total after-call work time for outbound service calls excluding campaign calls.
hold_time_in	BIGINT	Total hold time for inbound service calls.
hold_time_out	BIGINT	Total hold time for outbound service calls excluding campaign calls.
ringing_time_in	BIGINT	Total ringing time for inbound service calls.
ringing_time_out	BIGINT	Total dialing time for outbound service calls excluding campaign calls (time from the moment an outbound call is initiated till it is answered by the remote party).
num_calls_outbound	BIGINT	Number of outbound calls that were made with respect to this service. Does not include campaign calls. For email, number of outbound emails that were sent. Outbound emails include unsolicited emails and possible additional responses to inbound emails that were previously replied to.
num_calls_answered_outbound	BIGINT	Number of outbound calls made with respect to this service that were answered. Does not include campaign calls.
num_calls_held_outbound	BIGINT	Number of answered outbound calls made with respect to this service that were held by agents at any time during their handling. Does not include campaign calls.
ready_time	BIGINT	Total time in state Ready for all team agents within the aggregation interval.
not_ready_time	BIGINT	Total time in state Not Ready for all team agents within the aggregation interval.
login_time	BIGINT	Total login time for all team agents within the aggregation interval.
handling_time	BIGINT	Total handling time for calls of the given service/campaign handled by all team agents within the aggregation interval. Includes talk, hold, and after-call work time.
handling_call_time	BIGINT	Total on-call time for calls of the given service/campaign handled by all team agents within the aggregation interval. Includes ringing/dialing, talk, and hold time.
handling_acw_time	BIGINT	Total after-call work time for calls of the given service/campaign handled by all team agents within the aggregation interval.
assigned_handling_call_time	BIGINT	Total handling time for all calls handled by all team agents within the aggregation interval. Includes talk, hold, and after-call work time.
assigned_handling_acw_time	BIGINT	Total after-call work time for all calls handled by all team agents within the aggregation interval.
min_agents	BIGINT	Minimum number of agents possessing this service skill who were simultaneously logged on within the aggregation interval.
max_agents	BIGINT	Maximum number of agents possessing this service skill who were simultaneously logged on within the aggregation interval.
campaign_calls_attempted	BIGINT	Number of campaign calls that were attempted.
campaign_dialer_calls_queued	BIGINT	Reserved.
campaign_dialer_calls_handled	BIGINT	Reserved.
campaign_calls_ivr	BIGINT	Number of campaign calls that entered an IVR application.
campaign_calls_queued	BIGINT	Number of campaign calls that were queued.
campaign_calls_abandoned	BIGINT	Number of campaign calls that were abandoned (terminated by the remote party while waiting in queue to be connected to an agent).
campaign_calls_handled	BIGINT	Number of campaign calls that were handled by agents.
campaign_calls_held	BIGINT	Number of campaign calls that were held any number of times during their handling.
campaign_calls_rpc	BIGINT	Reserved.
campaign_records_completed	BIGINT	Number of campaign records completed within the reporting interval including the records for which no attempts were made because of DNC match or filter exclusion.
campaign_records_valid	BIGINT	Number of campaign records completed within the reporting interval except the ones counted in campaign_records_excluded.
campaign_records_dialed	BIGINT	Number of campaign records completed within the reporting interval for which at least one number was dialed.
campaign_records_queued	BIGINT	Number of campaign records completed within the reporting interval for which at least one call was queued.
campaign_records_handled	BIGINT	Number of campaign records completed within the reporting interval for which at least one call was handled by an agent.
campaign_records_excluded	BIGINT	Number of campaign records completed within the reporting interval for which no attempts were made because of DNC match or filter exclusion.
campaign_records_rpc	BIGINT	Reserved.
campaign_ivr_time	BIGINT	Total IVR time for campaign calls (the sum of times spent in an IVR application).
campaign_queue_time	BIGINT	Total queue time for campaign calls (the sum of times between entering the queue and exiting the queue in any manner for all campaign calls that were queued).
campaign_abandonment_time	BIGINT	Total abandonment time (the sum of times between entering the queue and being abandoned by remote party for all campaign calls that were abandoned or dropped).
campaign_answer_time	BIGINT	Total answer time (the sum of times between entering the queue and being picked up by agents for all campaign calls that were connected to agents).
campaign_talk_time	BIGINT	Total talk time for campaign calls (the sum of times between the moments of being established and being released).
campaign_hold_time	BIGINT	Total hold time for campaign calls (the sum of all hold times for all handled campaign calls).
campaign_acw_time	BIGINT	Total after-call work time for campaign calls (the sum of times between the moment of release and the end of after-call work).
campaign_handling_call_time	BIGINT	Reserved.
campaign_handling_acw_time	BIGINT	Reserved.
campaign_assigned_handling_ call_time	BIGINT	Reserved.
campaign_assigned_handling_ acw_time	BIGINT	Reserved.
num_surveys	BIGINT	Number of surveys available for calls handled for this service/campaign.
num_surveys_with_cs	BIGINT	Number of surveys where the contact satisfaction question was responded to.
num_surveys_with_nps	BIGINT	Number of surveys where the net promoter score question was responded to.
num_surveys_with_fcr	BIGINT	Number of surveys where the first-call resolution question was responded to.
cs	BIGINT	The sum of contact satisfaction marks for all surveys where the contact satisfaction question was responded to.
nps	BIGINT	The sum of net promoter score points for all surveys where the contact satisfaction question was responded to.
num_fcr	BIGINT	Number of surveys that indicated first-call resolution relative to total number of surveys where the first-call resolution question was responded to.
campaign_calls_unattended	BIGINT	Number of campaign calls that were answered at destination and subsequently either diverted to an IVR at any time, or dropped at any time, or connected to an agent with time exceeding two seconds.
campaign_preview_items	BIGINT	Number of preview records associated with the given campaign that were delivered to agents.
campaign_preview_time	BIGINT	Total time spent by agents working on preview records associated with the given campaign. Does not include call time.
num_emails_replied_by_agent	BIGINT	Number of emails that were replied by agents. Note that only the first meaningful response is counted as a reply. Possible follow-up message in response to the same incoming email are counted as outbound emails.
num_emails_closed_ without_reply	BIGINT	Number of emails that were closed by agents without reply.
email_routing_time	BIGINT	Total time emails spent in the service queue before being pushed to agents or pulled by agents. The time is counted only for emails that were both received and routed within the given interval.
email_reply_time	BIGINT	Total time emails for all emails that were replied to. The reply time of a single email is counted between the moment the email is placed in the service queue and the moment when the first meaningful response is sent.
num_emails_received_new	BIGINT	Number of new emails that arrived at this service during the given reporting interval. Excludes emails related to existing threads. Note that the total number of received emails, which includes both new emails and emails related to existing email threads, is reported in column num_calls_received.
num_emails_carried_over	BIGINT	Number of emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval. Includes both new emails and emails related to existing threads. Note that unlike other metrics, this number is calculated only once in 24 hours.
num_emails_carried_over_new	BIGINT	Number of new emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval. Excludes emails related to existing threads. Note that unlike other metrics, this number is calculated only once in 24 hours.
num_emails_remaining_in_ personal_queues	BIGINT	Number of emails associated with this service that remained in agents’ personal queues at the end of the interval. Does not include emails that were being actively processed at the end of the interval.
num_emails_in_progress	BIGINT	Number of emails associated with this service that were being actively processed at the end of the interval (i.e., displayed in active communications lists of agents’ desktops).
num_emails_in_service_changed	BIGINT	Number of inbound emails that were re-categorized by agents (i.e., the agent changed this service to another email service and continued processing the interaction).
num_emails_in_service_changed_received	BIGINT	Number of inbound emails that were received via manual re-categorization (i.e., the agent changed a previously assigned service to this service and continued processing the email).
num_emails_remaining_in_ personal_queues_breached_sla	BIGINT	Number of emails remaining in agents’ personal queues at the end of the interval that breached the service level (i.e., the emails whose time in the system exceeded the service level threshold configured for the given service).