Containers
Field Name | Description | Set By |
|
|
|
contactsoffered | The total number of contacts received by | Media Connector |
| the queue. The number of handled | Server |
| contacts is computed by IC Manager by |
|
| taking the difference between |
|
| contactsoffered and abandoned. |
|
|
|
|
id | The media channel specific id of the | Media Connector |
| queue. The id must be unique for a | Server |
| media channel in a specific site. |
|
|
|
|
media | The type of media channel over which | Media Connector |
| the queue is receiving contacts: voice, | Server |
| email, or web. |
|
|
|
|
minimumagents | The fewest number of agents that should | Media Connector |
| be assigned to one queue. | Server |
|
|
|
oldest | The arrival time of the contact that has | Media Connector |
| been in the queue for the longest period. | Server |
|
|
|
priority | The priority level assigned to the queue. | Media Connector |
| It can be 1 for the highest priority down to | Server |
| 10 for the lowest. |
|
|
|
|
servicelevel | The interval within which a queued | Media Connector |
| contact should be assigned to an agent | Server |
| on the system. This time period value |
|
| varies across media channels. |
|
|
|
|
servicelevelmiss | The number of contacts that were not | Media Connector |
| handled during the prescribed service | Server |
| level time. |
|
|
|
|
queue_key | The unique identifier for a queue, for | Media Connector |
| reporting on queue activity. This is only | Server |
| set when a Queue is involved in the |
|
| routing of the segment. This is not set |
|
| when it is a direct transfer or route to an |
|
| agent, or if it is routed through Advocate. |
|
|
|
|
ttlqueuetime | The period of time that contacts have | Media Connector |
| spent in the queue. | Server |
|
|
|
updatetime | The time of the last update to the queue. | Media Connector |
|
| Server |
|
|
|
youngest | The arrival time of the contact that has | Media Connector |
| been in the queue for the shortest period. | Server |
|
|
|
|
| (Sheet 2 of 2) |
|
|
|
Containers
A container is a grouping of values under a common name. Containers are trees of data within an ADU.
