,. _statistics:

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

PercentageAnsweredTotal

Percentage of calls answered compared to calls entered

PercentageAnsweredBefore15

Percentage of calls answered before 15 seconds over total number of calls entered

PercentageAbandonnedTotal

Percentage of calls abandonned compared to 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

name

Description

AvailableAgents

Number of agents available to take calls

TalkingAgents

Number of agents in communication

LongestWaitTime

Longest wait time achieved by a call in the queue

WaitingCalls

Number of calls currently waiting in the queue

EWT

Estimated waiting time in the queue

The estimated waiting time (EWT) has never fully worked. It is mentioned here only for historical reason. You should not use it. It might be removed in a future XiVO version.

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.