Skill Queue Monitoring Indicators

IDX_COUNT_SKILL_REQUEST

Number of manual inbound call requests

Number of times that an inbound call requests the manual service. The number increases in the following cases:

• Inbound calls allocated to agents. (An inbound call that is transferred to an agent is counted repeatedly.)
• Inbound call hangs up while queuing. (If a call is transferred from the current queue to another queue, the call is counted only once.)

IDX_COUNT_SKILL_INCOMING_CALL

NOTE:

IDX_COUNT_SKILL_INCOMING_CALL is a new indicator in AICC 22.100.0. For the interfaces for obtaining historical monitoring indicators of skills in a specified date and month, data in versions earlier than AICC 22.100.0 cannot be collected.

Number of manual inbound call requests

Both IDX_COUNT_SKILL_INCOMING_CALL and IDX_COUNT_SKILL_REQUEST collect statistics on the number of manual inbound calls, but their statistics logic is different. IDX_COUNT_SKILL_INCOMING_CALL collects statistics only on the number of manual inbound calls in voice skill queues.

The number increases in the following cases:

• If an inbound call has been allocated to a skill queue, the number of skill queues to which the inbound call is first allocated increases by 1, and other skill queues to which the inbound call is transferred subsequently are not counted.

IDX_COUNT_SKILL_CONNECTED

Number of connected manual inbound call requests

Number of calls queuing in a skill queue and answered by agents in this skill queue or calls transferred to other skill queues and answered by agents in those skill queues. The duration of a call with an agent must be greater than 0.

IDX_COUNT_SKILL_ABANDON

Number of lost manual inbound call requests

Number of lost manual inbound call requests = Number of manual inbound call requests – Number of connected manual inbound call requests

IDX_COUNT_SKILL_USER_ABANDON

Number of abandoned manual inbound calls

Number of calls proactively abandoned by users during queuing and ringing.

IDX_COUNT_SKILL_AGENT_ABANDON

Number of manual inbound calls hung up by agents

Number of calls proactively hung up by agents during ringing.

IDX_COUNT_SKILL_QUEUE_DISCONNECTED

Number of manual inbound calls that are released in queues

Number of times that calls are disconnected by the CTI platform when the calls are queuing.

IDX_COUNT_SKILL_SYSTEM_LOST

Number of interrupted manual inbound calls on the platform

Number of platform interruptions caused by reasons such as agent response timeout.

IDX_COUNT_SKILL_LOST_RING

Number of manual inbound calls that are not answered

Number of calls that are not answered after being allocated to agents. For the calls, the answer duration is greater than 0 and the conversation duration is 0.

IDX_COUNT_SKILL_TIMEOUT_QUEUE

Number of manual inbound calls that are transferred to a queue due to timeout

Number of calls transferred from the original skill queue to other skill queues due to queuing timeout.

IDX_COUNT_SKILL_TIMEOUT_AGENT

Number of manual inbound calls that are transferred to an agent due to timeout

Number of calls transferred from the original skill queue to other agents due to queuing timeout.

IDX_COUNT_SKILL_OVER_QUEUE

Number of manual inbound calls that are transferred to a queue due to overflow

Number of calls transferred from the original skill queue to other queues due to overflow.

IDX_COUNT_SKILL_OVER_AGENT

Number of manual inbound calls that are transferred to an agent due to overflow

Number of calls transferred from the original skill queue to other agents due to overflow.

IDX_COUNT_SKILL_CONNECTED_IN_(N)

Number of calls connected manually within N seconds

The value of N can be 3, 5, 10, 15, 20, 25, 30, 35, 40, 45, 50, 55, or 60.

IDX_COUNT_SKILL_ABANDON_IN_(N)

Number of calls abandoned manually within N seconds

The value of N can be 3, 5, 10, 15, 20, 25, 30, 35, 40, 45, 50, 55, or 60. Query by minute is not supported (that is, the input parameter cannot contain timeGrain).

IDX_COUNT_SKILL_CONNECTED_AFTER_(N)

Number of calls connected after N seconds

The value of N can be 3, 5, 10, 15, 20, 25, 30, 35, 40, 45, 50, 55, or 60. Query by minute is not supported (that is, the input parameter cannot contain timeGrain).

IDX_COUNT_SKILL_ABANDON_AFTER_(N)

Number of calls abandoned manually after N seconds

The value of N can be 3, 5, 10, 15, 20, 25, 30, 35, 40, 45, 50, 55, or 60. Query by minute is not supported (that is, the input parameter cannot contain timeGrain).

IDX_COUNT_SKILL_USER_ABANDON_QUEUE

Number of abandoned manual inbound calls during queuing

Number of calls proactively abandoned by users during queuing.

IDX_COUNT_SKILL_USER_ABANDON_AGENT

Number of abandoned manual inbound calls during ringing

Number of calls proactively abandoned by users during ringing.

IDX_COUNT_SKILL_WAIT_FAIL_CONNECTED_QUEUE

Number of Waits for Lost Calls

Number of waits for lost calls on queue devices.

IDX_COUNT_SKILL_TIMEOUT_IVR

Number of Calls Transferred to the IVR Due to Queuing Timeout

Number of calls that are transferred to IVR due to queuing timeout.

IDX_COUNT_SKILL_OVER_IVR

Number of Calls Transferred to IVR Due to Queue Overflow

Number of times that a user transfers a call to the IVR in the queue overflow.

IDX_RATE_SKILL_CONNECTED

Connected manual inbound call requests (%)

Percentage of the number of connected manual inbound calls to the number of manual inbound call requests. This indicator shows the call processing capability of a skill queue.

IDX_RATE_SKILL_ABANDON

Lost manual inbound call requests (%)

Lost manual inbound call requests (%) = 100% - Connected manual inbound call requests (%). This indicator shows the percentage of calls that are abandoned when they are waiting to be answered. A high call loss rate indicates poor service quality. In this case, improve the agent usage, and add queues or agents.

IDX_RATE_SKILL_RING_CONNECT

Manual inbound call answer rate (%)

Ringing rate of manual inbound answered calls = Number of ringing times of answered calls/Total number of ringing times

IDX_DURATION_SKILL_AVG_CONNECTED

Average duration of connected manual inbound calls (s)

Average voice call duration. Average duration of connected manual inbound calls = Duration of connected manual inbound calls/Number of connected manual inbound calls

IDX_DURATION_SKILL_CONNECTED

Manual inbound call duration (s)

Total voice call duration.

IDX_DURATION_SKILL_AVG_QUEUE_ACK

Average waiting duration of manual inbound calls (s)

Average waiting duration of voice calls. This indicator shows the average waiting duration (queuing and ring duration) of all calls.

IDX_DURATION_SKILL_AVG_CONNECTED_ACK

Average ring duration of connected manual inbound calls (s)

Average ring duration of all connected calls in a queue.

IDX_DURATION_SKILL_AVG_ABANDON_ACK

Average ring duration of lost manual inbound calls (s)

Average ring duration of all unanswered calls.

IDX_DURATION_SKILL_AVG_CONNECTED_QUEUE

Average queueing duration of connected manual inbound calls (s)

Average queueing duration of all connected calls in a queue.

IDX_DURATION_SKILL_AVG_ABANDON_QUEUE

Average queueing duration (s) of manual inbound calls connected but not answered

Average queueing duration of all calls connected but not answered in a queue.

IDX_DURATION_SKILL_MAX_QUEUE_ACK

Maximum waiting duration of manual inbound calls (s)

This indicator shows the maximum waiting duration (queuing and ring duration) of all calls.

IDX_DURATION_SKILL_MIN_QUEUE_ACK

Minimum waiting duration of manual inbound calls (s)

This indicator shows the minimum waiting duration (queuing and ring duration) of all calls.

IDX_DURATION_SKILL_USER_ABANDON_QUEUE

Queuing duration (s) of a call hung up by a user in the queue

Queuing duration when a user hangs up in a queue.

IDX_DURATION_SKILL_USER_ABANDON_AGENT

Waiting duration (s) of a call hung up by a user during agent ringing

Waiting duration for a user to hang up a call when the phone rings (queuing and ringing).

IDX_DURATION_SKILL_ABANDON_QUEUE

Ring Duration of Lost Calls (s)

Queuing duration of all calls connected but not answered in a queue.

IDX_DURATION_SKILL_ABANDON_ACK

Queuing Duration of Lost Calls (s)

Ring duration of all unanswered calls.

IDX_DURATION_SKILL_WAIT_SUCCESS_CONNECTED_QUEUE

Waiting Duration Before Connection

Waiting duration of calls in a skill queue.

IDX_DURATION_SKILL_SUCCESS_ACK

Ringing Duration Before Connection

Ringing duration of all calls connected in a skill queue.

IDX_DURATION_SKILL_ALL_ACK

Total Ringing Durations

Ringing duration of calls in a skill queue.

IDX_DURATION_SKILL_ALL_QUEUE

Total queuing duration

Total queuing duration of calls in a skill queue.

IDX_COUNT_REAL_SKILL_QUEUE

Number of queuing calls

Number of queuing calls.

IDX_COUNT_REAL_SKILL_HANDLE

Number of calls being processed

Number of calls being processed.

IDX_DURATION_SKILL_MAX_QUEUE_ACK

Maximum waiting duration in a queue

Maximum waiting duration in a queue.

IDX_COUNT_20S_CALL_FOR_5MIN

Number of calls connected in 20 seconds in the last 5 minutes

Number of calls connected in 20 seconds in the last 5 minutes.

IDX_COUNT_REAL_AGENT_SIGN_IN

Number of sign-in agents

Number of sign-in agents.

IDX_COUNT_REAL_AGENT_CONNECT

Number of agents in talking state

Number of agents in talking state.

IDX_COUNT_REAL_AGENT_SET_IDLE

Number of agents in idle state

Number of agents in idle state.

IDX_COUNT_REAL_AGENT_USABLE

Number of available agents

Number of available agents.

IDX_COUNT_REAL_AGENT_SET_BUSY

Number of agents in busy state

Number of agents in busy state.

IDX_COUNT_REAL_AGENT_ACW

Number of agents in wrap-up state

Number of agents in wrap-up state.

IDX_COUNT_REAL_AGENT_REST

Number of agents in rest state

Number of agents in rest state.

IDX_COUNT_REAL_AGENT_STUDY

Number of agents in learning state

Number of agents in learning state.

IDX_SKILL_RESERVED_COL(N)

Customized indicator N of a skill queue

The value ranges from 1 to 20.