VDN Monitoring Indicators
Table 1 describes the historical monitoring indicators by VDN.
Code |
Indicator Name |
Description |
---|---|---|
IDX_COUNT_TOTAL_CALL |
Total number of calls |
Total number of inbound calls + Total number of outbound calls. Only query by minute is supported. The input parameters must contain timeGrain. Indicators that are used to query data by minute are real-time indicators. |
IDX_COUNT_CONNECTED_CALL |
Total number of connected calls |
Total number of connected inbound calls + Total number of connected outbound calls. Only query by minute is supported. The input parameters must contain timeGrain. Indicators that are used to query data by minute are real-time indicators. |
IDX_COUNT_ABANDONED_CALL |
Total number of lost calls |
Total number of calls – Total number of connected calls. Only query by minute is supported. The input parameters must contain timeGrain. Indicators that are used to query data by minute are real-time indicators. |
IDX_COUNT_INBOUND_CALL |
Total number of inbound calls |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_INBOUND_CONNECTED |
Total number of connected inbound calls |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_OUTBOUND_CALL |
Total number of outbound calls |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_OUTBOUND_CONNECTED |
Total number of connected outbound calls |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_AGENT_INBOUND |
Number of manual inbound calls |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_AGENT_INBOUND_CONNECTED |
Number of connected manual inbound calls |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_IVR_INBOUND |
Total number of IVR inbound calls |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_IVR_INBOUND_CONNECTED |
Number of connected IVR inbound calls |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_IVR_OUTBOUND |
Number of connected IVR outbound calls |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_UNIQUE_COUNT_IVR_INBOUND |
Number of IVR inbound call requests (by call) |
One call is calculated only once (Query by minute is supported.) Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_UNIQUE_COUNT_IVR_INBOUND_CONNECTED |
Number of connected IVR inbound calls (by call) |
One call is calculated only once (minute-granularity query is supported). Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_UNIQUE_COUNT_IVR_OUTBOUND |
Number of IVR outbound call requests (Call Dimension) |
One call is calculated only once (minute-granularity query is supported). Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_UNIQUE_COUNT_IVR_OUTBOUND_CONNECTED |
Number of connected IVR outbound calls (by call) |
One call is calculated only once (minute-granularity query is supported). Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_AGENT_OUTBOUND_CONNECTED |
Number of connected manual outbound calls |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_INBOUND_ABANDON_CONNECTED |
Number of abandoned inbound calls on the current day |
Number of inbound calls on the current day – Number of connected inbound calls on the current day. Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_IVR_INBOUND_CONNECTED |
IVR inbound call connection rate |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_INBOUND_CONNECTED |
Total inbound call connection rate |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_OUTBOUND_CONNECTED |
Total outbound call connection rate |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_AGENT_INBOUND_CONNECTED |
Manual inbound call connection rate |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_AGENT_INBOUND_ABANDON |
Manual inbound call abandoned rate |
Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_PHONE_INBOUND_ABANDON |
Inbound call abandoned rate on the current day |
Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_ABANDON_IN_(N) |
Rate of calls abandoned within N seconds. N can be 3, 5, 10, 30, or 60. |
Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_AGENT_CONNECTED_IN_(N) |
Rate of calls connected manually in N seconds. N can be 3, 5, 10, 30, or 60. |
Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_AGENT_CONNECTED_AFTER_(N) |
Rate of calls connected manually after N seconds. N can be 10 or 60. |
Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_DURATION_AVG_VDN_INBOUND |
Average duration that inbound calls occupy the VDN (s) |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_DURATION_AVG_VDN_OUTBOUND |
Average duration that outbound calls occupy the VDN (s) |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_DURATION_AVG_CONNECTED |
Average inbound call duration (s) |
Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_DURATION_AVG_WAIT |
Average inbound call waiting duration (s) |
Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_AGENT_CALL_IN_CONNECTED |
Manual inbound call connection rate |
Number of connected manual inbound calls/Number of manual requests. Requests for transfer to another agent are counted repeatedly. Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_RATE_AGENT_CALL_IN_CONNECTED_IN_20 |
Rate of manual inbound calls connected within 20 seconds |
Number of manual inbound calls connected within 20 seconds/Total number of connected inbound calls. Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_DURATION_AVG_AGENT_CALL_IN_CONNECTED |
Average manual inbound call duration |
Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_DURATION_AVG_AGENT_CALL_OUT_CONNECTED |
Average manual outbound call duration |
Query by minute is not supported. Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_IVR_ONLY_INBOUND |
Number of inbound calls that are connected using only the IVR |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_IVR_ONLY_INBOUND_CONNECTED |
Number of successful calls that are connected using only the IVR |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_DURATION_IVR_ONLY_INBOUND |
Total duration of inbound calls that are connected using only the IVR, in seconds |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_SYSTEM_INBOUND |
Number of inbound calls on the platform |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_SYSTEM_IN_SUCC |
Number of connected calls on the platform |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
IDX_COUNT_AGENT_ASSIGNED |
Number of manual connected calls on the platform |
Query by minute is supported. Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators. |
Table 2 describes the real-time monitoring indicators by VDN.
Code |
Indicator Name |
Description |
---|---|---|
IDX_COUNT_REAL_VDN_CONNECT |
Number of VDN connected calls |
- |
IDX_COUNT_REAL_VDN_CALL |
Number of VDN calls |
- |
IDX_COUNT_REAL_IVR_HANDLE |
Number of calls processed by IVR |
- |
IDX_COUNT_REAL_SKILL_QUEUE |
Number of queuing calls |
- |
IDX_COUNT_REAL_AGENT_SIGN_IN |
Number of sign-in agents |
- |
IDX_COUNT_REAL_AGENT_SET_IDLE |
Number of agents in idle state |
- |
IDX_COUNT_REAL_AGENT_SET_BUSY |
Number of agents in busy state |
- |
IDX_COUNT_REAL_AGENT_CONNECT |
Number of agents in talking state |
- |
IDX_COUNT_REAL_AGENT_STUDY |
Number of agents in learning state |
- |
IDX_COUNT_REAL_AGENT_ACW |
Number of agents in wrap-up state |
- |
IDX_COUNT_REAL_AGENT_ANSWER |
Number of agents in answering state |
- |
IDX_COUNT_REAL_AGENT_PREOCCUPY |
Number of preoccupied agents |
- |
IDX_COUNT_REAL_AGENT_OCCUPY |
Number of occupied agents |
- |
IDX_COUNT_REAL_AGENT_NOT_SIGN_IN |
Number of agents who have not signed in |
- |
IDX_COUNT_REAL_AGENT_REST |
Number of agents in rest state |
- |
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