Contents
- Introduction
- Statistical Data
- General Information About Statistical Data
- agent_performance
- team_performance
- service_in_time_counters
- service_performance
- overflow_counters
- disposition_counters
- callback_counters
- requested_skills
- scenario_steps_counters
- concurrent_users
- Detailed Records
- General Information About Detailed Records
- agent_activity
- call_detail
- interaction_step_skills
- interaction_quality_monitoring
- interaction_quality_monitoring_grades
- 1 overflow_counters
overflow_counters
This table contains metrics for the distribution of inbound interactions among various routing targets, including overflow destinations. The metrics are provided for all services defined in your contact center configuration. Note that 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 call mentioned in this table shall be interpreted as a call that requested the service specified in the service_name field.
Description of Data
The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the overflow_counters table.
| Column Name | Data Type | Description |
| id | BINARY (16) | Primary key |
| start_time | DATETIME | Start time of the aggregation interval; time is given in the Universal Coordinated Time (UTC) time zone |
| end_time | DATETIME | End time of the aggregation interval; time is given in the Universal Coordinated Time (UTC) time zone |
| agg_run_id | BINARY (16) | Aggregator run that produced this record |
| service_name | VARCHAR | Name of the service as defined in service configuration |
| destination_phone | VARCHAR | destination_phone specifies the 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. |
| routed_to | VARCHAR | routed_to refers to the target destination to which the calls were routed, the name of the team for internally routed calls, and/or the external number for externally routed calls.
If calls were routed to multiple destinations, metrics specified in this table will be provided for each destination separately. |
| is_overflow | BIT | TRUE if the given destination is an overflow destination |
| no_team | BIT | TRUE if the given destination is an external number; FALSE if the given destination is a team |
| media_type | ENUM | This is the interaction media type.
Possible values include VOICE, CHAT, and 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 | Total number of calls that requested this service and were routed to the given destination |
| num_calls_answered | BIGINT | Number of calls that were answered at the given destination |
| num_calls_abandoned_
after_threshold |
BIGINT | This metric specifies the number of calls that abandoned while ringing after being routed to the given destination.
It includes only calls that were abandoned outside of the configured service level threshold. |
| handling_time | BIGINT | Total time that the answered calls were handled at the given destination (the sum of talk, hold, and after-call work times); time is given in the Universal Coordinated Time (UTC) time zone |