Queue Statistics¶
The Queue Statistics KPI Functions display aggregated Queue statistics for the current day.
For more information, see the Webex API documentation.
Depending on the KPI Function, the following parameters may be used:
Channel Type - Allows you to select from a list of Channel Types.
Queues - Allows you to select from a list of Queue names.
Wrapup Codes - Allows you to select from a list of Wrapup Codes.
Longest Accepted Queue Time¶
Returns the longest time a task spent in the queue before being accepted by an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Accepted Ringing Time¶
Returns the longest time a task spent ringing before being accepted by an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Conference Time¶
Returns the longest time a task spent in a conference call with an agent or multiple agents.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Connected Time¶
Returns the longest connected time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Consult Time¶
Returns the longest time a task spent in a consultation with an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Hold Time¶
Returns the longest time a task spent on hold.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Last Queue Time¶
Returns the longest queue time for the last queue.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Queue Time¶
Returns the longest queue time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Ringing Time¶
Returns the longest ringing time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Self Service Time¶
Returns the longest self service time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Wrapup Time¶
Returns the longest time a task spent on wrapup.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Abandoned¶
Returns the number of assigned tasks that were abandoned in a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Abandoned In Service Level¶
Returns the number of assigned tasks that were abandoned in the queue within specified service level.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Accepted¶
Returns the number of assigned tasks that were accepted in a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Accepted In Service Level¶
Returns the number of assigned tasks that were accepted in the queue within specified service level.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Callback¶
Returns the number of tasks that were set for a callback.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Conferenced¶
Returns the number of tasks that were part of a conference call with one or more agents.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Consulted¶
Returns the number of tasks that required consultation before resolution.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Enqueued¶
Returns the number of tasks enqueued in a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Held¶
Returns the number of tasks that were placed on hold at some point during their processing.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Offered¶
Returns the number of queue tasks that were offered to an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Outdial¶
Returns the number of tasks that were outdial.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Self Service¶
Returns the number of tasks that were connected through self-service options.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Total¶
Returns the total number of tasks for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Transferred¶
Returns the number of tasks that were transferred.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Transferred To Agent¶
Returns the number of tasks that were transferred to an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Transferred To Queue¶
Returns the number of tasks that were transferred to a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Accepted Queue Time¶
Returns the total time tasks spent in the queue before being accepted by an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Total Accepted Ringing Time¶
Returns the total time tasks spent ringing before being accepted by an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Total Conference Time¶
Returns the total time tasks spent in a conference call with an agent or multiple agents.
Parameters: Queues, Channel Type, Wrapup Codes
Total Connected Time¶
Returns the total connected time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Consult Time¶
Returns the total time tasks spent in a consultation with an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Total Hold Time¶
Returns the total time tasks spent on hold.
Parameters: Queues, Channel Type, Wrapup Codes
Total Last Queue Time¶
Returns the total queue time for the last queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Queue Time¶
Returns the total queue time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Ringing Time¶
Returns the total ringing time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Self Service Time¶
Returns the total self serivce time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Time¶
Returns the total lifetime of tasks associated with the queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Wrapup Time¶
Returns the total time tasks spent on wrapup.
Parameters: Queues, Channel Type, Wrapup Codes