Tenants

Customer views are views of your contact center. The following example views are available for Tenants:

E-Mail View Templates

E-Mail Handling Status

Statistic Group

Statistic Long Name

Short Name

Description

Status

Oldest E-Mail

Oldest

Age of the oldest inbound e-mail interaction.

Statistic Type: General_Email_Oldest_Age

Total E-Mail Awaiting Processing

Awaiting Processing

Total number of e-mail interactions that have been submitted and that are currently awaiting processing.

Statistic Type: General_Email_Waiting_Processing

Total E-Mail In Processing

Processing

Total number of e-mail interactions in the queue that are being processed.

Statistic Type: General_Email_In_Processing

Total E-Mail Unsubmitted

Unsubmitted

Total number of e-mail interactions that have not been submitted to the Interaction Server by the e-mail server.

Statistic Type: General_Email_Not_Submitted

Maximum E-Mail Interactions

Maximum

Maximum number of inbound e-mail interactions that were either awaiting processing or that were in processing at the tenant during the requested time period.

Statistic Type: General_Email_Maximum

Minimum E-Mail Interactions

Minimum

Minimum number of inbound e-mails that were either awaiting processing or that were in processing at the tenant during the requested time period.

Statistic Type: General_Email_Minimum

E-Mail Handling Hourly / E-Mail Handling Daily

Statistic Group

Statistic Long Name

Short Name

Description

Performance

Total E-Mail Entered

Entered

Total number of e-mail interactions that entered this tenant through all entry points.

Statistic Type: General_Email_Entered

Total E-Mail Responses

Responses

Total number of inbound e-mail interactions to which tenant resources responded within the reporting period.

Statistic Type: General_Email_Responded

Total E-Mail Response Time

Response Time

Total amount of time that tenant resources spent responding to inbound e-mail interactions within the reporting period.

Statistic Type: General_Email_Response_Time

Total E-Mail Terminated

Terminated

Total number of inbound e-mail interactions that were terminated.

Note: Currently, this stat type always returns a value of 0.

Statistic Type: General_Email_Terminated

Total E-Mail Redirected

Redirected

Total number of inbound e-mail interactions that were redirected.

Statistic Type: General_Email_Redirected

Total E-Mail Forwarded

Forwarded

Total number of inbound e-mail interactions that were forwarded.

Statistic Type: General_Email_Forwarded

Total E-Mail Transfers

Transfers

Total number of transfers made with respect to inbound interactions.

Statistic Type: General_Email_Transfers

Total Outbound E-Mail

Outbound

Total number of purely outbound e-mail interactions sent by the tenant.

Statistic Type: General_Email_Outbound

Total Internal E-Mail

Internal

Total number of internal e-mail interactions created by the tenant.

Statistic Type: General_Email_Internal

Chat View Templates

Chat Status and Hourly / Chat Status and Daily

Statistic Group

Statistic Long Name

Short Name

Description

Status

Current Chats Waiting

Waiting

Current number of chat interactions within this tenant’s entire chat system that have been submitted for processing—excluding those that are currently being processed.

Statistic Type: Chat_Current_Waiting

Current Chats Handled

Handled

Total number of chat interactions within this tenant's chat system that are at an Agent's desktop at the moment of measurement.

Statistic Type: Chat_Current_Handled

Performance

Total Chats Entered

Entered

Total number of chat interactions that entered a tenant through all entry points during a specified reporting period.

Statistic Type: Chat_Total_Entered

Total Chats Abandoned

Abandoned

Total number of chat interactions that were abandoned within this tenant’s chat system.

Statistic Type: Chat_Total_Abandoned

Total Chats Answered

Answered

Total number of chat interactions that were answered within this tenant’s chat system.

Statistic Type: Chat_Total_Answered

Total Chats Handled

Handled

Total number of inbound chat interactions that were handled by this tenant’s resources within a specified period.

Statistic Type: Chat_Total_Inbound_Handled

Total Transfers

Transfers

Total number of times that inbound chat interactions were transferred within this tenant’s chat system.

Statistic Type: Chat_Total_Transfers

Open Media View Templates

Open Media Status and Hourly / Open Media Status and Daily

Statistic Group

Statistic Long Name

Short Name

Description

Status

Current Interactions Waiting

Waiting

Number of <MEDIA> interactions that have been submitted and that are currently awaiting processing.

Statistic Type: Current_Waiting_Processing

Current Interactions in Processing

Processing

Number of <MEDIA> interactions that have been submitted and that are currently in processing.

Statistic Type: Current_In_Processing

Performance

Total Interactions Entered

Entered

Total number of <MEDIA> interactions that entered through all entry points during the specified period.

Statistic Type: Total_Entered

Maximum Interactions

Maximum

Maximum number of <MEDIA> interactions that were either awaiting processing or that were in processing during the requested time period.

Statistic Type: Maximum_Interactions

Minimum Interactions

Minimum

Minimum number of <MEDIA> interactions that were either awaiting processing or that were in processing during the requested time period.

Statistic Type: Minimum_Interactions

Total Transfers

Transfers

Total number of times <MEDIA> interactions were transferred within the specified period.

Statistic Type: Total_Transfers