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