Tasks¶

The Tasks KPI Functions calculate real time statistics for Tasks.

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.
Termination Type - Allows you to select from a list of values which indicates how the call was terminated.
Threshold - The threshold value (in seconds) for the selected Termination Type.

Answered In Service Level¶

Returns the number of assigned tasks that were accepted by agents in a certain time.

IVR time is included in the calculation.

These KPI Functions utilize REST API for initialization and Webhook Notifications for updates.

Parameters: Threshold, Queues, Channel Type

Returns the number of tasks that were ended in a certain time.

Parameters: Termination Type, Threshold, Queues