Call Type Statistics CTSG¶

Calculates statistics for Call Types using the Call_Type_SG_Interval table.

Depending on the KPI Function, the following parameters may be used:

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.

Calls Average Queue Time¶

Displays the average time calls that were assigned the Call Type spent waiting in the call router queue.

Parameters: Call Types, Sliding Interval In Periods

Displays the number of dequeued calls that were assigned the Call Type. @@notice Interval only@@

Parameters: Call Types, Sliding Interval In Periods

Displays the total time calls that were assigned the Call Type spent waiting in the call router queue.

Parameters: Call Types, Sliding Interval In Periods

Displays the number of calls that were assigned the Call Type queued by the call router during the reporting interval.

Parameters: Call Types, Sliding Interval In Periods