user_aggregations2

Table Type: Aggregated Data

This table contains user statistics aggregated into 15 minute intervals.

Columns

Column Type Modifiers Notes
user_id string Primary Key The user identifier
time datetime Primary Key, Required The timestamp of the aggregation
queue_id string Primary Key The queue identifier
wrap_up_code string Primary Key The wrap-up code
media_type string Primary Key The type of media
direction string Primary Key The direction of the interaction
nblindtransferred int64 The number of interactions that were blind transferred
nbotinteractions int64 The number of customer sessions that involved one or more botflows
ncobrowsesessions int64 The number of connected cobrowse sessions
nconnected int64 The number of connected customer sessions
nconsult int64 The number of interactions where an agent consulted another agent
nconsulttransferred int64 The number of interactions that were transferred as part of a consult
nerror int64 The number of active sessions aborted due to an Edge or adapter error event
noffered int64 The number of interactions offered to a queue by an Automatic Call Distributor (ACD)
noutbound int64 The number of outbound conversations placed on behalf of a queue
noutboundabandoned int64 The number of outbound dialer calls that were abandoned
noutboundattempted int64 The number of outbound dialer calls attempted
noutboundconnected int64 The number of outbound campaigns calls that connected
noversla int64 The number of answered interactions that were over the SLA threshold
nstatetransitionerror int64 The number of errors caused by Edge clock skew
ntransferred int64 The number of interactions transferred. This includes blind and consult transfers.
omessagecount int64 Total number of messages sent - count of observations
omessagesum int64 Total number of messages sent - sum of observations
omessagemin int64 Total number of messages sent - min of observations
omessagemax int64 Total number of messages sent - max of observations
omessagesegmentcount int64 Total number of SMS message segments sent - count of observations
omessagesegmentsum int64 Total number of SMS message segments sent - sum of observations
omessagesegmentmin int64 Total number of SMS message segments sent - min of observations
omessagesegmentmax int64 Total number of SMS message segments sent - max of observations
omessageturncount int64 Observed number of message turns for the agent - count of observations
omessageturnsum int64 Observed number of message turns for the agent - sum of observations
omessageturnmin int64 Observed number of message turns for the agent - min of observations
omessageturnmax int64 Observed number of message turns for the agent - max of observations
oserviceleveltarget decimal The service level for a queue - the target
oservicelevelratio decimal The service level for a queue - the ratio
oservicelevelnumerator int64 The service level for a queue - the numerator
oserviceleveldenominator int64 The service level for a queue - the denominator
tabandoncount int64 The number of times an end user abandoned an interaction in a queue.
tabandonsum decimal The total amount of time (in seconds) before an end user abandoned an interaction in a queue
tabandonmin decimal The minimum amount of time (in seconds) before an end user abandoned an interaction in a queue
tabandonmax decimal The maximum amount of time (in seconds) before an end user abandoned an interaction in a queue
tacdcount int64 The numer of conversations that spent time waiting in queue before an interaction was answered, abandoned, or flowed out of queue
tacdsum decimal The amount of time (in seconds) spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue
tacdmin decimal The minimum amount of time (in seconds) spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue
tacdmax decimal The maximum amount of time (in seconds) spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue
tactivecallbackcount int64 The number of times an agent spent time on a callback while a call is active
tactivecallbacksum decimal The total time (in seconds) an agent spent on a callback while a call is active
tactivecallbackmin decimal The minimum time (in seconds) an agent spent on a callback while a call is active
tactivecallbackmax decimal The maximum time (in seconds) an agent spent on a callback while a call is active
tactivecallbackcompletecount int64 The number of conversations where an agent spent time on a callback while a call is active
tactivecallbackcompletesum decimal The total time (in seconds) an agent spent on a callback while calls are active
tactivecallbackcompletemin decimal The minimum time (in seconds) an agent spent on a callback while calls are active
tactivecallbackcompletemax decimal The maximum time (in seconds) an agent spent on a callback while calls are active
tacwcount int64 The number of times agents spent time in after call work
tacwsum decimal The amount of time (in seconds) spent in after call work
tacwmin decimal The minimum time (in seconds) spent in after call work
tacwmax decimal The maximum time (in seconds) spent in after call work
tagentresponsetimecount int64 The number of times users spent time waiting for a response from the agent
tagentresponsetimesum decimal The total time (in seconds) users waited for a response from the agent
tagentresponsetimemin decimal The minimum time (in seconds) users waited for a response from the agent
tagentresponsetimemax decimal The maximum time (in seconds) users waited for a response from the agent
talertcount int64 The number of times agents were alerted
talertsum decimal The total time (in seconds) agents were being alerted
talertmin decimal The minimum time (in seconds) an agent was being alerted
talertmax decimal The maximum time (in seconds) an agent was being alerted
tansweredcount int64 The number of times an interaction waited to be answered by an agent
tansweredsum decimal The total time (in seconds) interactions waited to be answered by an agent
tansweredmin decimal The minimum time (in seconds) an interaction waited to be answered by an agent
tansweredmax decimal The maximum time (in seconds) an interaction waited to be answered by an agent
taverageagentresponsetimecount int64 The number of times an average message response time for an agent to messages from the customer was recorded
taverageagentresponsetimesum decimal The total average response time (in seconds) agents took to repond to messages from the customer.
taverageagentresponsetimemin decimal The minimum average response time (in seconds) agents took to repond to messages from the customer.
taverageagentresponsetimemax decimal The maximum average response time (in seconds) agents took to repond to messages from the customer.
taveragecustomerresponsetimecount int64 The number of times an average message response time for a customer to messages from the agent was recorded
taveragecustomerresponsetimesum decimal The total average response time (in seconds) customers took to repond to messages from the agent.
taveragecustomerresponsetimemin decimal The minimum average response time (in seconds) customers took to repond to messages from the agent.
taveragecustomerresponsetimemax decimal The maximum average response time (in seconds) customers took to repond to messages from the agent.
tconnectedcount int64 The number of customer sessions
tconnectedsum decimal The amount of time (in seconds) a customer session was connected
tconnectedmin decimal The minimum time (in seconds) a customer session was connected
tconnectedmax decimal The maximum time (in seconds) a customer session was connected
tcontactingcount int64 The number of occaisions that the time it takes to establish a connection with your station on an outbound call was recorded.
tcontactingsum decimal The total time (in seconds) it took to establish a connection with your station on an outbound call
tcontactingmin decimal The minumum time (in seconds) it took to establish a connection with your station on an outbound call
tcontactingmax decimal The maximum time (in seconds) it took to establish a connection with your station on an outbound call
tdialingcount int64 The number of occaisions that agents dialed outbound numbers.
tdialingsum decimal The total time (in seconds) agents spent dialing
tdialingmin decimal The minumum time (in seconds) agents spent dialing
tdialingmax decimal The maximum time (in seconds) agents spent dialing
tfirstengagementcount int64 The number of occasions that the time between the first message sent by the customer and the first response sent by the agent was recorded
tfirstengagementsum decimal The total time (in seconds) between the first message sent by the customer and the first response sent by the agent
tfirstengagementmin decimal The minumum time (in seconds) between the first message sent by the customer and the first response sent by the agent
tfirstengagementmax decimal The maximum time (in seconds) between the first message sent by the customer and the first response sent by the agent
tfirstresponsecount int64 The number of occasions that the time between the agent's session connecting and the first message sent by the agent was recorded
tfirstresponsesum decimal The total time (in seconds) between the agent's session connecting and the first message sent by the agent
tfirstresponsemin decimal The minumum time (in seconds) between the agent's session connecting and the first message sent by the agent
tfirstresponsemax decimal The maximum time (in seconds) between the agent's session connecting and the first message sent by the agent
tflowoutcount int64 The number of times an interaction was transferred out of a queue and not answered by an agent
tflowoutsum decimal The total time (in seconds) before an interaction was transferred out of a queue and not answered by an agent
tflowoutmin decimal The minumum time (in seconds) before an interaction was transferred out of a queue and not answered by an agent
tflowoutmax decimal The maximum time (in seconds) before an interaction was transferred out of a queue and not answered by an agent
thandlecount int64 The number of times an agent handled an interaction
thandlesum decimal The total time (in seconds) agents spent on interactions, includes time spent contacting, time spent dialing, talk time, hold time, and after call work
thandlemin decimal The minumum time (in seconds) agents spent on interactions, includes time spent contacting, time spent dialing, talk time, hold time, and after call work
thandlemax decimal The maximum time (in seconds) agents spent on interactions, includes time spent contacting, time spent dialing, talk time, hold time, and after call work
theldcount int64 The number of times an agent put a customer on hold
theldsum decimal The total time (in seconds) customers were on hold
theldmin decimal The minimum time (in seconds) customers were on hold (per instance of being held)
theldmax decimal The maximum time (in seconds) customers were on hold (per instance of being held)
theldcompletecount int64 The number of times an agent put a customer on hold at least once in the interaction
theldcompletesum decimal The total time (in seconds) customers were on hold
theldcompletemin decimal The minimum time (in seconds) customers were on hold (over the entire call)
theldcompletemax decimal The maximum time (in seconds) customers were on hold (over the entire call)
tivrcount int64 The number of times calls went through an IVR
tivrsum decimal The total time (in seconds) calls spent in IVR
tivrmin decimal The minimum time (in seconds) calls spent in IVR
tivrmax decimal The maximum time (in seconds) calls spent in IVR
tnotrespondingcount int64 The number of times agents did not respond to an alerting queue conversation
tnotrespondingsum decimal The total time (in seconds) agents were being alerted without responding to a queue conversation
tnotrespondingmin decimal The minimum time (in seconds) agents were being alerted without responding to a queue conversation
tnotrespondingmax decimal The maximum time (in seconds) agents were being alerted without responding to a queue conversation
tparkcount int64 The number of times agents parked a conversation
tparksum decimal The total time (in seconds) agents parked a conversation
tparkmin decimal The minimum time (in seconds) agents parked a conversation
tparkmax decimal The maximum time (in seconds) agents parked a conversation
tparkcompletecount int64 The number of times agents parked conversation at least once
tparkcompletesum decimal The total time (in seconds) agents parked a conversation (for the whole conversation)
tparkcompletemin decimal The minimum time (in seconds) agents parked a conversation (for the whole conversation)
tparkcompletemax decimal The maximum time (in seconds) agents parked a conversation (for the whole conversation)
tshortabandoncount int64 The number of times an end user abandoned an interaction in a queue, where the abandon time was under the short abandon threshold
tshortabandonsum decimal The total amount of time (in seconds) before an end user abandoned an interaction in a queue, where the abandon time was under the short abandon threshold
tshortabandonmin decimal The minimum amount of time (in seconds) before an end user abandoned an interaction in a queue, where the abandon time was under the short abandon threshold
tshortabandonmax decimal The maximum amount of time (in seconds) before an end user abandoned an interaction in a queue, where the abandon time was under the short abandon threshold
ttalkcount int64 The number of times an agent spent time talking/interacting on a conversation in the interval, each instance of talking between holds counts as a seperate talk segment
ttalksum decimal The total amount of time (in seconds) agents spent talking/interacting
ttalkmin decimal The minimum amount of time (in seconds) agents spent talking/interacting
ttalkmax decimal The maximum amount of time (in seconds) agents spent talking/interacting
ttalkcompletecount int64 The number of times an agent spent time talking/interacting on a conversation in the interval, each instance of talking between holds counts as a single instance
ttalkcompletesum decimal The total amount of time (in seconds) agents spent talking/interacting
ttalkcompletemin decimal The minimum amount of time (in seconds) agents spent talking/interacting
ttalkcompletemax decimal The maximum amount of time (in seconds) agents spent talking/interacting
tuserresponsecount int64 The number of times an agent was recorded as waiting for an end user response
tuserresponsesum decimal The total amount of time (in seconds) spent waiting for an end user response
tuserresponsemin decimal The minimum amount of time (in seconds) spent waiting for an end user response
tuserresponsemax decimal The maximum amount of time (in seconds) spent waiting for an end user response
twaitcount int64 The number of times an interaction was answered, abandoned, or flowed out of queue in the interval
twaitsum decimal The total amount of time (in seconds) spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue
twaitmin decimal The minimum amount of time (in seconds) spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue
twaitmax decimal The maximum amount of time (in seconds) spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue
db_last_updated datetime The last time this record was updated in UTC

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