KPI Reference

Inbound Queues

Available for both Static and Real Time reports.

Each record contains values aggregated over a 5 minute period for key inbound metrics, and what the resulting session outcomes (dispositions) were.

Some data items are aggregations of session outcomes, as detailed below:

The data items

Each data item has both a long and a short Item Label (as listed below), used within the widgets as column headers and data labels. For unlocked widgets, which label to use can be specified in the widget settings dialogue via the Display Tab.

Data items for the Inbound Queues category are listed under the following groupings:

AO <outcome>

Agent outcomes - as configured in Softdial Repository™ Agent Outcomes (tenant) or Agent Outcomes (landlord)

<outcome> - the outcome Title
<id> - the outcome Name

Item Label - Long	Item Label - Short	Description	Type
AO <outcome>	AO_<id>	The number of each <outcome>	int
AO <outcome> Percentage	AO_<id> Pct	The number of each <outcome> as a percentage of all dialed outcomes	float

Abandoned

Session outcome - ended by the caller whilst waiting in the queue.

A session is Abandoned if, from Queue Data [QZ]:

Resource Status (RS) = 2 (Abandoned by caller)

Duration calculation -

TimeStamp (TS) - EnqueueTimeStamp (Z0)

Item Label - Long	Item Label - Short	Description	Type
Abandoned	Aban #	The number of Abandoned sessions	int
Abandoned - %	Aban %	The number of Abandoned sessions as a percentage of Throughput	float
Abandoned Duration - Avg	Aban ~	From V10.7.1245 - The average duration of Abandoned sessions	float
Abandoned In 5 Sec	Aban 5 Sec #	From V10.7.1300 - The number of sessions Abandoned from the queue in less than 5 seconds.	int
Abandoned in 5 Sec - Avg	Aban 5 Sec ~	From V10.7.1300 - The average duration of sessions Abandoned from the queue in less than 5 seconds.	float
Abandoned in 5 Sec - Total	Aban 5 Sec +	From V10.7.1300 - The total duration of sessions Abandoned from the queue in less than 5 seconds.	float

Agent Requeued

Session outcome - connected to an agent and requeued to any other queue.

A session is Agent Requeued if, from Session Event Data [VZ]:

(Detail State (DS) = 5 (Enqueued))

AND (Old State (OS) = 8 (Agent Connected))

AND (Previous Queue (GB) <> '')

Duration calculation -

StateChangeTimeStamp (TS) - EnqueueTimeStamp (T3)

Item Label - Long	Item Label - Short	Description	Type
Agent Requeued	Agnt ReQ #	The number of Agent Requeued sessions	int
Agent Requeued - %	Agnt ReQ %	The number of Agent Requeued sessions as a percentage of Throughput	float

Answered

Session state - connected to agents, regardless of later classification. See Fig. 1

Includes sessions currently in progress.

A session is Answered if, from Session Event Data [VZ]:

(Detail State (DS) = 8 (Agent Connected))

AND (Old State (OS) = 7 (Agent Offering))

AND (Group Address (GA) <> '')

Duration calculation -

StateChangeTimeStamp (TS) - EnqueueTimeStamp (T3) (i.e. includes offering time)

Item Label - Long	Item Label - Short	Description	Type
Answered	Answer #	The number of Answered sessions.	int
Answered - %	Answer %	The number of Answered sessions as a percentage of Throughput	float
Answered Duration - Avg	Answer ~	The average duration sessions spent in the queue before being Answered by agents.	float
Answered Duration - Total	Answer +	The total duration sessions spent in the queue before being Answered by agents.	float
Answered 10 (/ 20/ 30) Sec	Answer 10 (/ 20/ 30) Sec #	From V10.7.1300 - The number of sessions Answered by agents within 10 (/ 20/ 30) seconds of entering the queue.	int
Answered - 10 (/ 20/ 30) Sec %	Answer 10 (/ 20/ 30) Sec %	From V10.7.1300 - The number of sessions Answered by agents within 10 (/ 20/ 30) seconds of entering the queue, as a percentage of Throughput.	float

An alternative to Answered:

From Queue Metrics [MZ] message:

Average Answer Time (Z8) parameter

Item Label - Long	Item Label - Short	Description	Type
Answered2 Duration - Avg	Answer2 ~	The average duration sessions spent in the queue before being Answered by agents.	float

Available

Agent state - agents who are members of this queue.

Item Label - Long	Item Label - Short	Description	Definition	Type
Available - Current	Avail Now	The current number of agents who are members of this queue (including those who cannot currently handle sessions).	From Queue Metrics [MZ] message: Total Agents (Z2) parameter	int
Available - Avg	Avail ~	The average number of agents who are members of this queue.	From Queue Metrics [MZ] message: Total Agents (Z2) parameter	float
Available Free - Current	Avail Free Now	From V10.7.1240 - The current number of agents who are members of this queue, and are available to handle sessions	From Queue Metrics [MZ] message: Active Agents (Z1) parameter	int

Campaign

Details about the campaign.

Completed

Session outcome aggregation - disposed by agents (excluding Transferred or Agent Requeued). See Fig. 1

A session is Completed if, from Session Event Data [VZ]:

(Detail State (DS) = 15 (Disposed))
AND (Old State (OS) = 14 (Disconnected))
AND (AgentOutcome (AO) <> -1)
AND (Previous Queue (GB) <> '')

Duration calculation -

StateChangeTimeStamp (TS) - EnqueueTimeStamp (T3)

Item Label - Long	Item Label - Short	Description	Type
Completed	Complt #	The number of Completed sessions	int
Completed - %	Complt %	The number of Completed sessions as a percentage of Throughput	float
Completed Duration - Avg	Complt ~	The average duration of Completed sessions.	float

Dropped

Session outcome - dropped due to no valid overflow on overflow timeout or no agents on the queue.

A session is Dropped if, from Session Event Data [VZ]:

(Detail State (DS) = 15 (Disposed))
AND (Old State (OS) = 14 (Disconnected))
AND (Outcome Category (OS) = 15 (Inbound call dropped by ACD))
AND (Previous Queue (GB) <> '')

Duration calculation -

StateChangeTimeStamp (TS) - EnqueueTimeStamp (T3)

Item Label - Long	Item Label - Short	Description	Type
Dropped	Drop #	The number of Dropped sessions.	int
Dropped - %	Drop %	The number of Dropped sessions as a percentage of Throughput	float

Expired

Session outcome - overflowed from the queue, and requeued.

A session is Expired if, from Session Event Data [VZ]:

(Detail State (DS) = 5 (Enqueued))
AND (Old State (OS) = 6 (Expired))
AND (Previous Queue (GB) <> '')

Duration calculation -

StateChangeTimeStamp (TS) - EnqueueTimeStamp (T3)

Item Label - Long	Item Label - Short	Description	Type
Expired	Expire #	The number of Expired sessions.	int
Expired - %	Expire %	The number of Expired sessions as a percentage of Throughput	float

Handled

Session outcome aggregation - either Transferred, Agent Requeued, Completed, Expired, Dropped or Abandoned. See Fig. 1

Item Label - Long	Item Label - Short	Description	Type
Handled	Handle #	The number of Handled sessions.	int
Handled Duration - Avg	Handle ~	The average duration of Handled sessions, from the time they entered the queue.	float
Handled Duration - Total	Handle +	The total duration of Handled sessions, from the time they entered the queue.	float

In Progress

Session state aggregation - connected to agents, including those on hold, muted, conferencing and transferring.

From Queue Metrics [MZ] message:

Count Of Sessions In Progress (Y9) parameter

Item Label - Long	Item Label - Short	Description	Type
In Progress - Avg	In Prog ~	The average number of sessions In Progress	float
In Progress - Current	In Prog #	The current number of sessions In Progress	int

On Hold

From V10.7.1254 - session state - from the agent placing a call session 'on hold', to either the agent retrieving the session from hold or the caller abandoning the session.

From Session Data [IZ] message:

Time In State On Hold (J9) parameter

Item Label - Long	Item Label - Short	Description	Type
On Hold - Count	On Hold #	The number of times an active session has been placed 'on hold' for this queue	int
On Hold Time - Avg	On Hold Time ~	The average duration of Hold Time for this queue	float
On Hold Time - Total	On Hold Time +	The total duration of Hold Time for this queue	float

Offered

From V10.7.1417 - session outcome aggregation - either Completed, Abandoned, Expired or Dropped. See Fig. 1

Item Label - Long	Item Label - Short	Description	Type
Offered	Offered #	The number of Offered sessions.	int
Offered Duration - Total	Offered +	The total duration of Offered sessions, from the time they entered the queue.	float
Offered Duration - Avg	Offered ~	The average duration of Offered sessions, from the time they entered the queue.	float

Queue

Details about the queue.

Item Label - Long	Item Label - Short	Description	Definition	Type
Queue	Queue	The name of the queue.	From Queue Metrics [MZ] message: Group Address (GA) parameter	string
Queue State	Queue State	The current state of the queue.	From Queue Metrics [MZ] message: Queue Status (SQ) parameter	string

Queue Time

Duration - from a session entering the queue, to either being accepted by an agent, expiring or being abandoned by the caller.

Duration calculation:
Every inbound session (each producing a Queue Data [QZ] message) has Queue Time, but its calculation depends on the Resource Status (RS) parameter value:

RS Value	Queue Time
0 (Dequeued to agent)	Z3 (Agent accept timestamp) - Z0 (Queue entry timestamp)
1 (Expired without dequeue)	Z4 (Session expiry timestamp) - Z0 (Queue entry timestamp)
2 (Abandoned by caller)	TS (Event timestamp) - Z0 (Queue entry timestamp)

Item Label - Long	Item Label - Short	Description	Type
Queued - Count	Queued #	The number of sessions with Queue Time for this queue	int
Queue Time - Avg	Queue Time ~	The average duration of Queue Time for this queue	float
Queue Time - Total	Queue Time +	The total duration of Queue Time for this queue	float

Ring

From V10.7.1254 - session state aggregation - either Launched, Proceeding or Alerting state.

Duration calculation: from the Session Data [IZ] message:

Time In State Launched (J1)
+ Time In State Proceeding (J2)
+ Time In State Alerting (J3)

Item Label - Long	Item Label - Short	Description	Type
Ring - Count	Ring #	The number of sessions with Ring Time for this queue	int
Ring Time - Avg	Ring Time ~	The average duration of Ring Time for this queue	float
Ring Time - Total	Ring Time +	The total duration of Ring Time for this queue	float

SLA

Service Level Agreement - sessions answered within a target time (as specified in the queue properties), as a percentage of all sessions Answered in the queue

Talk

From V10.7.1254 - Session state aggregation - connected to agents, including those on hold, muted, conferencing and transferring.

Duration calculation - from the Session Data [IZ] message:

Time In State Connected (J8)
+ Time In State On Hold (J9)
+ Time In State Muted (K0)
+ Time In State TX Offer (K1)
+ Time In State TX Conference (K2)

Item Label - Long	Item Label - Short	Description	Type
Talk - Count	Talk #	The number of sessions with Talk time for this queue	int
Talk Time - Avg	Talk Time ~	The average duration of Talk time for this queue	float
Talk Time - Total	Talk Time +	The total duration of Talk time or this queue	float

Throughput

Session state - sessions which entered the queue, regardless of what happens to them (i.e. includes all possible outcomes). See Fig. 1.

Includes sessions currently in progress.

A session counts towards Throughput if, from Session Event Data [VZ]:

(Detail State (DS) = 5 (Enqueued))
AND (Old State (OS) <> 7 (Agent Offering))
AND (Group Address (GA) <> '')

Item Label - Long	Item Label - Short	Description	Type
Throughput - Count	Thruput #	The number of sessions which entered the queue.	int
Throughput - Rate	Thruput *	The rate at which sessions entered the queue.	float

Timestamp

The timestamp for this inbound queue event.

Transferred

Session outcome - sessions transferred to any other agent or IVR.

Each Transferred session generates a TransferData [XZ] message.

Duration calculation - the Time portion of the TimeStamp4 (Z4) parameter

Item Label - Long	Item Label - Short	Description	Definition	Type
Transferred	Xfer #	The number of Transferred sessions.		int
Transferred - %	Xfer %	The number of Transferred sessions as a percentage of Throughput		float
Transferred Duration - Avg	Xfer ~	The average duration of Transferred sessions (from the time they entered the queue).		float
Transferred External - Count	Xfer Ext #	From V10.7.1297 - The number of sessions Transferred to external destinations	From TransferData [XZ] message: Transfer Target Type (DY) = 2	int
Transferred Internal - Count	Xfer Int #	From V10.7.1297 - The number of sessions Transferred to internal destinations	From TransferData [XZ] message: Transfer Target Type (DY) = 1	int

Wait

From V10.7.1254 - agent state - from the agent being ready to accept a session, to accepting a session.

Duration calculation - from the Session Data [IZ] message:

Agent Accept (Z4) - Agent Ready (Z0)

Item Label - Long	Item Label - Short	Description	Type
Wait - Count	Wait #	The number of sessions with Wait time for this queue	int
Wait Time - Avg	Wait Time ~	The average duration of Wait time for this queue	float
Wait Time - Total	Wait Time +	The total duration of Wait time for this queue	float

From Queue Metrics [MZ] message:

Average Answer Time (Z8) parameter

Item Label - Long	Item Label - Short	Description	Type
Wait Time - Avg2	Wait2 ~	An alternative measure for average duration of Wait time for this queue	float

Waiting Sessions

Sessions waiting, or offering to an agent, within the queue.

From Queue Metrics [MZ] message:

Queue Length (Z0) parameter

Item Label - Long	Item Label - Short	Description	Type
Waiting Sessions - Avg	Wait ~	The average number of Waiting sessions	float
Waiting Sessions - Current	Wait #	The current number of Waiting sessions	int

Wrap

From V10.7.1254 - agent state - from the caller disconnecting, to the agent completing a session.

Duration calculation - from the Session Data [IZ] message:

Transaction Complete Timestamp (Z6)
- Now Disconnected Timestamp (Z5)

Item Label - Long	Item Label - Short	Description	Type
Wrap - Count	Wrap #	The number of sessions with Wrap time for this queue	int
Wrap Time - Avg	Wrap Time ~	The average duration of Wrap time for this queue	float
Wrap Time - Total	Wrap Time +	The total duration of Wrap time for this queue	float