Skill Queue Monitoring Indicators

**Table 1** Historical monitoring indicators of skill queues
Code	Indicator Name	Description
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.

All indicators that are used to query data by minute or on the current day (the input parameter does not contain timeGrain) in Table 1 are real-time indicators.

**Table 2** Real-time monitoring indicators of skill queues
Code	Indicator Name	Description
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.