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.Integration Specifications with CCX v13.5.1

Owned by Former user (Deleted)
Last updated: Apr 23, 2021
6 min read

The application comes with two default data services to report on queues and agent statistics. 

  1. Queue Service: This reports all the statistics based on the CSQs such as calls received, answered, abandoned, SLA.  
  2. 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 RtCSQsSummary table of CCX for real-time and historical data respectively. Note that this service reports only 

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 if no queue is selected).

Data Service Attributes

You can design the dashboard with the following exposed attributes of the data service:

Attribute NameDescription
SLA 

This field shows the SLA of the CSQ. it can be calculated with one of the following formulae:

  • Calls Answered/ Calls presented*100. This is updated after every 5 sec.
  • Calls Answered met SL/ Calls presented*100. This is updated after every 5 mins. 

The desired formula can be configured in the backend configurations file so that the SLA calculated across all dashboards is calculated based on one of the above options.

When multiple queues are added to the gadget, it's recommended to take an Average to aggregate all values.

Calls Received

This field shows the number of received calls on the CSQ.

This maps to the totalcalls field in the RtCSQsSummary table.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

  • The calls which are dequeued from Queue1 after being received on queue1 and answered on Queue2 are updated only for Queue2 and not for Queue1 for the historical calls data.
  • The calls which are dequeued from Queue1 after being received on queue1 and re-routed, abandoned on Queue2 are updated only for Queue1 and not for Queue2 for the historical calls data.

Calls Answered

This field shows the number of answered calls on the CSQ.

This maps to the callshandled field in the RtCSQsSummary table. 

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

Calls Abandoned

This field shows the number of abandoned calls per CSQ. 

This corresponds to the callsabandoned field in the RtCSQsSummary table.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

In case of dequeued calls, this might not work properly.

The calls dequeued from Queue1 after being received on queue1 and abandoned on Queue2 are updated only for Queue1 and not for Queue2 for the historical calls data.

Calls Dequeued

This field shows the number of calls dequeued per CSQ in realtime.

This corresponds to the callsdequeued field in the RtCSQsSummary table.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

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.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

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.

When more than one queue is added to the gadget, this shows the maximum time that one call waited in the queue (across all queues).

Average Wait Time 

This field shows the average wait time for the CSQ.

This is the avgwaitduration field in the RtCSQsSummary table.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

Average Talk Time

This field shows the average talk time for the CSQ. 

This is the avgtalkduration field in the RtCSQsSummary table.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

Maximum Wait Time

This field shows the maximum wait time for the CSQ. 

This is the longestwaitduration field in the RtCSQsSummary table.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

Maximum Talk Time

This field shows the maximum talk time for the CSQ. 

This is the longesttalkduration field in the RtCSQsSummary table.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

Agents Ready

This field shows the number of ready agents on the skill group(s).

This is the availableagents field in the RtCSQsSummary table. 

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

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.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

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.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

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.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

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.

When more than one queue is added to the gadget, the gadget aggregates data based on the selected aggregation type in the Gadget Settings; i.e. either taking a SUM or Average of all values.

  • 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. Viewing agent stats queue-wise might not depict the true picture of the Call Center since one agent can be a part of more than one queue.
  • 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 real-time 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 NameDescription

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: 

  • Ready: Shows an agent in Ready when his Finesse state is Ready. 
  • Not Ready: Shows an agent in Not Ready whenever his Finesse state is other than Ready and Talking. This also includes the following states:
    • Reserve
    • Working 
  • Talking: Shows an agent in Talking when his Finesse state is Talking.

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 for "Calls Received, Answered, Abandoned" is available.
  • Any type of Outbound statistics (Manual outbound, Campaign Outbound) is not available. Both of the data services report only on inbound call stats.