QUERY_QUEUE_STATISTICS_CONF
The QUERY_QUEUE_STATISTICS_CONF message, defined in the following tables, confirms the processing completion of the QUERY_AGENT_QUEUE_STATISTICS_REQ message.
Today values represent statistics accumulated since StartTime as indicated in the message. Call counts and times are updated when any after-call work for the call is completed (calls currently in progress are not included in the statistics).
|
Fixed part Field name |
Value |
Data type |
Byte size |
|---|---|---|---|
|
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
|
Real-Time Statistics | |||
|
LoggedInAgents |
The number of agents currently belonging to the CSQ who are currently logged in. |
USHORT |
2 |
|
InSessionAgents |
The number of agents currently belonging to the CSQ who are currently In-Session (talking state). |
USHORT |
2 |
|
AvailableAgents |
The number of agents currently available (ready state). |
USHORT |
2 |
|
UnAvailableAgents |
The number of agents currently belonging to the CSQ who are currently Unavailable (not ready state). |
USHORT |
2 |
|
InWorkAgents |
The number of agents currently belonging to the CSQ who are currently in Work state (work not ready state). |
USHORT |
2 |
|
SelectedAgents |
The number of agents currently belonging to the CSQ who are currently in Selected state (reserved state). |
USHORT |
2 |
|
CallsInPriorityQueue1 |
The total number of calls that are in the priority queue 1 of CSQ. |
UINT |
4 |
|
CallsInPriorityQueue2 |
The total number of calls that are in the priority queue 2 of CSQ. |
UINT |
4 |
|
CallsInPriorityQueue3 |
The total number of calls that are in the priority queue 3 of CSQ. |
UINT |
4 |
|
CallsInPriorityQueue4 |
The total number of calls that are in the priority queue 4 of CSQ. |
UINT |
4 |
|
CallsInPriorityQueue5 |
The total number of calls that are in the priority queue 5 of CSQ. |
UINT |
4 |
|
CallsInPriorityQueue6 |
The total number of calls that are in the priority queue 6 of CSQ. |
UINT |
4 |
|
CallsInPriorityQueue7 |
The total number of calls that are in the priority queue 7 of CSQ. |
UINT |
4 |
|
CallsInPriorityQueue8 |
The total number of calls that are in the priority queue 8 of CSQ. |
UINT |
4 |
|
CallsInPriorityQueue9 |
The total number of calls that are in the priority queue 9 of CSQ. |
UINT |
4 |
|
CallsInPriorityQueue10 |
The total number of calls that are in the priority queue 10 of CSQ. |
UINT |
4 |
|
Today (from StartTime until EndTime) statistics | |||
|
StartTime |
The Date and Time that the following counters have started accumulating. |
TIME |
4 |
|
EndTime |
The Date and Time that the following counters ended. |
TIME |
4 |
|
TotalCalls |
The total number of calls that were associated to this CSQ in the current day. |
UINT |
4 |
|
OldestCallInQueue |
The elapsed wait time for the oldest call currently in queue. |
UINT |
4 |
|
HandledCallsToday |
The total number of calls that were handled by agents belonging to the CSQ in the current day. |
UINT |
4 |
|
CallsAbandoned |
The total number of calls that were associated with the CSQ and were abandoned by the callers before connecting to an agent. |
UINT |
4 |
|
CallsDequeued |
The total number of calls that were dequeued from the CSQ queue. |
UINT |
4 |
|
AverageTalkDuration |
The average talk duration for the calls coming in to this CSQ. |
UINT |
4 |
|
AverageWaitDuration |
The average wait time for a call before it gets connected to an agent. |
UINT |
4 |
|
LongestTalkDuration |
The longest time that a caller was talking to an agent (for this CSQ). |
UINT |
4 |
|
LongestWaitDuration |
The longest wait time before a caller got connected to an agent. |
UINT |
4 |
|
Floating part Field name |
Value |
Data type |
Maximum size |
|---|---|---|---|
|
CSQID[62] |
The ID of the Contact Service Desk. |
INT |
4 |