Call Type Statistics CTSG

Calculates statistics for Call Types using the Call_Type_SG_Interval table. This is an Interval calculation. This calculation uses the Call_Type_Real_Time table for most of the columns to calculate the values for the ongoing interval which are then added to the interval values making them effectively real time while supporting different time zones.

Columns

  • Call Type Id – The ID of the Call Type.

  • Call Type Name – The name of the Call Type.

  • Calls Average Queue Time – The average time calls that were assigned the Call Type spent waiting in the call router queue.

  • Calls Dequeued – The number of dequeued calls that were assigned the Call Type. @@notice Interval only@@

  • Calls Queue Time – The total time calls that were assigned the Call Type spent waiting in the call router queue.

  • Calls Queued – The number of calls that were assigned the Call Type queued by the call router during the reporting interval.

Calculation Parameters

The Grid function has these optional parameters:

  • Call Types – Allows you to select from a list of Call Type names.

  • Sliding Interval In Periods – Number of periods. This parameter specifies how many intervals will be used for the calculation. The period length is 15 minutes by default. This can be changed in the Ucce configuration. E.g. If the parameter value is 2 and the current time is 8:20, the result will be returned for the interval of 7:45 - 8:15. After 8:30, the result will be returned for the interval of 8:00 - 8:30.