VDN Monitoring Indicators

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.

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

-