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

requested_skills

This table contains metrics for interactions that requested a specific skill.

Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that requested the skill specified in the skill_name field.

Column Name	Data Type	Description
id	BINARY (16)	Primary key.
start_time	DATETIME	Start time of the aggregation interval.
end_time	DATETIME	End time of the aggregation interval.
agg_run_id	BINARY (16)	Aggregator run that produced this record.
media_type	ENUM	Interaction media type. 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.
skill_name	VARCHAR	Skill name as defined in configuration.
skill_group_name	VARCHAR	Name of the skill group that the skill belongs to as defined in configuration.
skill_type	ENUM	Skill type. Possible values: SERVICE – a primary service skill (a skill that is created automatically for each new service). SKILL – an auxiliary skill (a skill that is not directly associated with any particular service)
total_answer_time	BIGINT	Total answer time (the sum of times between the moments the calls entered queue and were answered by agents).
num_calls_received	BIGINT	Total number of received calls.
num_calls_queued	BIGINT	Number of calls that were queued.
num_calls_answered	BIGINT	Number of calls that were answered.
num_calls_overflow	BIGINT	Number of calls that were distributed to overflow destinations.

< Previous | Next >