The application comes with two default data services to report on queues and agent statistics.
- Queue Service: This reports all the statistics based on the CSQs such as calls received, answered, abandoned, SLA.
- Agent Service: This reports all the statistics based on the team such as agents, their current state, Time in the state, ASA, AHT of agents.
The following sections elaborate more on the list of attributes exposed by the two data services.
Queue Data Service
Attribute Filter
The data service allows creating dashboards based on call center skill groups for reporting statistics such as (number of calls answered, received, SLA, etc.). Hence, the following attribute filters are exposed to Queue service in case of CCX deployment:
- CSQ: This lists all CSQs available in the CCX database. To show CSQ stats, we refer to the following tables of CCX for realtime and historical data respectively; i) RtCSQsSummary ii) Skill_Group_Interval.
It is mandatory to select the attribute filter to show some data on the wallboard. So the statistical data is then compiled/ accumulated based on one or multiple CSQs (or all CSQs for no selection).
Data Service Attributes
You can design the dashboard with the following exposed attributes of the data service:
| Attribute Name | Description |
|---|---|
| SLA | This field shows the SLA of the CSQ. This is calculated as (the number of handled calls/total calls)*100. |
Calls Received | This field shows the number of received calls on the CSQ. This maps to the totalcalls field in the RtCSQsSummary table. |
Calls Answered | This field shows the number of answered calls on the CSQ. This maps to the callshandled field in the RtCSQsSummary table. |
Calls Abandoned | This field shows the number of abandoned calls per CSQ. This corresponds to the callsabandoned field in the RtCSQsSummary table. |
| Calls Dequeued | This field shows the number of calls dequeued per CSQ in realtime. This corresponds to the callsdequeued field in the RtCSQsSummary table. |
Calls in Queue | This field shows the number of calls in queue per CSQ in realtime. This corresponds to the callswaiting field in the RtCSQsSummary table. |
Longest Call In Queue | This field shows the longest time a call remained in the queue on the CSQ. This corresponds to the oldestcontact field in the RtCSQsSummary table. In the case of multiple CSQs, this field shows the call which remained in the queue for a maximum time across all selected CSQs. |
Average Wait Time | This field shows the average wait time for the CSQ. This is the avgwaitduration field in the RtCSQsSummary table. |
Average Talk Time | This field shows the average talk time for the CSQ. This is the avgtalkduration field in the RtCSQsSummary table. |
| Maximum Wait Time | This field shows the maximum wait time for the CSQ. This is the longestwaitduration field in the RtCSQsSummary table. |
| Maximum Talk Time | This field shows the maximum talk time for the CSQ. This is the longesttalkduration field in the RtCSQsSummary table. |
Agents Ready | This field shows the number of ready agents on the skill group(s). This is the availableagents field in the RtCSQsSummary table. |
Agents Not Ready | This field shows the number of not ready agents on the given skill group(s). This is the unavailableagents field in the RtCSQsSummary table. |
Agents Logged In | This field shows the number of logged-in agents on the given skill group(s). This is the loggedinagents field in the RtCSQsSummary table. |
Agents Talking | This field shows the number of talking agents on the given skill group(s). This is the talkingagents field in the RtCSQsSummary table. |
| Agents Working | This field shows the number of talking agents on the given skill group(s). This is the workingagents field in the RtCSQsSummary table. |
- To view the real-time stats of call center agents (Ready, Not Ready, Talking), it is suggested to use the Agent Data Service with Pie/Doughnut (consolidated summary of agent states) and Data table (for individual agent stats) display types while viewing the stats team-wise.
- Since the stats are reported based on call center CSQs, only calls that actually land on the CSQs are available for reporting.
Agent Data Service
Attribute Filter
ExpertFlow uses realtime APIs of CCX to sync agent stats.
The application shows the following attribute filters for Agent service in case of CCX deployment:
- Team: This lists all CCX teams in the database.
Data Service Attributes
You can design the dashboard with the following exposed attributes of the data service:
| Attribute Name | Description |
|---|---|
First Name | This is the first name of the agent |
Last Name | This is the last name of the agent |
Current State | This is the current Finesse state of the agent. This refers to the strResourceState field in the ResourceIAQStats API. This field caters the following states only:
|
State Duration: | This is the time since the agent is in the current state. This refers to the durationInStateMillis field in the ResourceIAQStats API. |
ASA | This field shows the average speed of answer to answer inbound voice calls per agent. This is the avgSpeedOfAnswer field in the ResourceIAQStats API. |
AHT | This field shows the average handling time for handling inbound voice calls per agent. This is the avgHandleDuration field in the ResourceIAQStats API. |
- Any type of historical statistics is not available for Agent Data Service. This means that only real-time data is available for team agents.
- On the Queue Service, only the historical data of "Calls Received/ Answered /Abandoned" is available. These historical data attributes are different from the same attributes for the Reporting Interval who automatically get reset or updated when the new interval starts.