Real Time 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 (except percentage) are also available for the sliding last hour by adding LastHour to the name .i.e. TotalNumberCallsAbandonnedLastHour.
For percentage, there is no historical value (LastHour). If you need historical percentage, you should compute it using the historical total numbers.
Additional Thresholds¶
You can configure xuc to add statistics for thresholds other than 15 seconds. In this case the xuc server will automatically publish TotalNumberCallsAbandonnedAfterXX, TotalNumberCallsAnsweredBeforeXX, PercentageAnsweredBeforeXX, PercentageAbandonnedAfterXX. XX will be replace by all the defined thresholds values.
If configured, these additional stats threshold will be automatically available in queue view of CC Manager, see Thresholds.
Configuration¶
You need to include in the compose.yml file a link to a specific configuration file by adding in xuc section a specific volume and an environment variable to specify the alternate config file location
xuc:
....
environment:
....
- CONFIG_FILE=/conf/xuc.conf
volumes:
- /etc/docker/xuc:/conf
Edit in /etc/docker/xuc/ a configuration file named xuc.conf to add new thresholds configuration (empty by default)
include "application.conf"
xucstats {
queues {
statTresholdsInSec = [10,30] # 15 sec treshold is automatically added
}
}
Recreate and restart the container : xivocc-dcomp up -d xuc
Note
In this example, xuc will publish counters for 10, 15 and 30 seconds periods.
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 |
| InbAcdCalls | Total number of inbound ACD calls received internal and external |
| InbCallTime | Total time for inbound calls received internal and external |
| InbAcdCallTime | Total time for inbound ACD calls received internal and external |
| InbAcdCallTime | Total time for inbound ACD calls received internal and external |
| InbAnsCalls | Answered inbound calls received internal and external |
| InbAnsAcdCalls | Answered inbound ACD calls received internal and external |
| InbUnansCalls | Unanswered inbound calls received internal and external |
| InbUnansAcdCalls | Unanswered inbound ACD calls received internal and external |
| InbPercUnansCalls | Percentage of unanswered inbound calls received internal and external |
| InbPercUnansAcdCalls | Percentage of unanswered inbound ACD calls received internal and external |
| InbAverCallTime | Average time for inbound calls received internal and external |
| InbAverAcdCallTime | Average time for inbound ACD calls received internal and external |
| OutCalls | Total number of outbound calls received internal and external |
| OutCallTime | Total time for outbound calls received internal and external |
| LoginDateTime | Last login date time |
| LogoutDateTime | Last logout date time |
Terms:
- inbound ACD calls
- all calls received by an agent via ACD.
- inbound calls
- all calls received by an agent, internal, external or ACD calls.
- oubound calls
- 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.