Statistics

Exposed by xuc

Queue statistics

These real time statistics are calculated nearly in real time from the queue_log table Statistic are reset to 0 at midnight (24h00) can be changed by configuration

Real time calculated Queue statistic

name Description
TotalNumberCallsEntered Total number of calls entered in a queue
TotalNumberCallsAbandonned Total number of calls abandoned in a queue (not answered)
TotalNumberCallsAbandonnedAfter15 Total number of calls abandoned after 15 seconds
TotalNumberCallsAnswered Total number of calls answered
TotalNumberCallsAnsweredBefore15 Total number of calls answered before 15 seconds
PercentageAnsweredBefore15 Percentage of calls answered before 15 seconds over total number of calls entered
PercentageAbandonnedAfter15 Percentage of calls abandoned after 15 seconds over total number of calls entered
TotalNumberCallsClosed Total number or calls received when queue is closed
TotalNumberCallsTimeout Total number or calls diverted on queue timeout

All queue statistics counters are also available for the sliding last hour by adding LastHour to the name .i.e. TotalNumberCallsAbandonnedLastHour

For percentage, it is the mean of the sliding last hour value

Other queue statistics

Other queue statistics are calculated by xivo cti server

  • AvailableAgents
  • TalkingAgents
  • LongestWaitTime
  • WaitingCalls
  • EWT

Definition in xivo documentation xivo documentation

Calculated Agent statistics

name Description
PausedTime Total time agent in pause
WrapupTime Total time agent in wraup
ReadyTime Total time agent ready
InbCalls Total number of inbound calls received internal and external
InbCallTime Total time for inbound calls received internal and external
InbAnsCalls Answered inbound calls received internal and external
InbUnansCalls Unanswered inbound calls received internal and external
InbPercUnansCalls Percentage of unanswered inbound calls received internal and external
InbAverCallTime Average time for inbound calls received internal and external
OutCalls Total number of outbound calls received internal and external
LoginDateTime Last login date time
LogoutDateTime Last logout date time

Inbound calls, are all calls received by an agent, internal, external or acd calls. Oubound calls are all calls dialed by an agent, internal or external calls.

Agent statistics are calculated internaly on a daily basis and reset to 0 at midnight (default configuration). see javascript api

If some status are configured in xivo cti server with activate pause to all queue = true, additionnal statistics computing the total time in not ready with this status are calculated. This statistics name is equal to the presence name configuration in XiVO.