Customer views are views of your contact center. The following example views are available for Interaction Queues:
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Status |
Interactions In Queue |
In Queue |
Total number of interactions in the queue. Statistic Type: MCR-Q-InQueue |
Total Interactions Awaiting Processing |
Total Awaiting Processing |
Total number of interactions that have been submitted, and that are currently awaiting processing. Statistic Type: MCR-Q-WaitInQueue | |
Total Interactions In Processing |
Total Processing |
The total number of interactions in the queue that are being processed. Statistic Type: MCR-Q-InProcessing |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Performance |
Total Interactions Entered |
Entered |
Total number of interactions that entered the queue, including the interactions that were placed in the queue upon creation. For interactions that enter the queue more than once, this statistic separately counts each instance. Interactions that are taken from this queue for processing, and that left in the queue upon completion of processing are not counted. Statistic Type: MCR-Q-TotalEntered |
Total Interactions Moved |
Moved |
Total number of interactions that were moved from this queue to any other queue. Statistic Type: MCR-Q-TotalMoved | |
Total Interactions Stopped Processing |
Stopped Processing |
Total number of interactions for which processing has stopped while in this queue. Statistic Type: MCR-Q-TotalStopped | |
Minimum Interactions |
Maximum Interactions |
Maximum number of interactions in the queue. Statistic Type: MCR-Q-MinimumInteractions | |
Maximum Interactions |
Minimum Interactions |
Minimum number of interactions in the queue during the reported time period. Statistic Type: MCR-Q-MaximumInteractions |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Status |
Interactions In Queue |
In Queue |
Total number of interactions in queue. Statistic Type: Current_In_Queue |
Total Interactions Awaiting Processing |
Total Awaiting Processing |
Total number of interactions that have been submitted, and that are currently awaiting processing. Statistic Type: Current_Waiting_Processing_In_Queue | |
Total Interactions In Processing |
Total Processing |
Total number of interactions in the queue that are being processed. Statistic Type: Current_In_Processing_In_Queue |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Performance |
Total Interactions Entered |
Entered |
Total number of interactions that entered the queue, including the interactions that were placed in the queue upon creation. For interactions that enter the queue more than once, this statistic separately counts each instance. Interactions that are taken from this queue for processing, and that left in the queue upon completion of processing, are not counted. Statistic Type: Total_Entered_Queue |
Total Interactions Moved |
Moved |
Total number of interactions that were moved from this queue to any other queue. Statistic Type: Total_Moved_From_Queue | |
Total Interactions Stopped Processing |
Stopped Processing |
Total number of interactions for which processing has stopped while in this queue. Statistic Type: Stopped_Processing_Queue | |
Minimum Interactions |
Maximum Interactions |
Maximum number of interactions in the queue. Statistic Type: Minimum_Interactions_In_Queue | |
Maximum Interactions |
Minimum Interactions |
Minimum number of interactions in the queue during the reported time period. Statistic Type: Maximum_Interactions_In_Queue |