At-A-Glance
Category: CT-related
Export file type: Pipe-delimited (|)
File Naming Convention: ctQueue_mmddyy_hhmm.txt
The output file contains one record per queue for each statistics period of each date specified. The export does not consider CT and queue hours.
If you specify a date range for the export, and there is no data for a date within the range, that date is omitted from the output file.
This export doesn't differentiate between duplicate periods that occur on the Daylight Saving Time (DST) date. When there are multiple entries for the same period on a DST date, it doesn't show which of them occurred first.
Output File: Fields and Descriptions
During your Professional Services engagement, you can choose which of the following fields to include in your export. Make sure you include every field you think you might need; you'll need a change request if you want to add fields after the export is configured. If you don't select specific fields, your export will include all the fields described here.
| Field | Description | Values |
|---|---|---|
| date |
Date based on the TZ. If a date format is specified in the dateFormat attribute of the exportList element, the export uses that format. Otherwise, dates are formatted as mmddyyyy. |
|
| period |
Start time of the period, based on the TZ. If a time format is specified in the timeFormat attribute of the exportList element, the export uses that format. Otherwise, 24-hour time is used. |
|
| TZ |
Time zone for the CT. |
|
| custID |
Customer ID |
|
| saGroupID |
ID for the enterprise group (EG) the CT belongs to. |
If the CT does not belong to an EG, this field is blank. |
| sagroupName |
Name associated with the saGroupID. |
If the CT does not belong to an EG, this field is blank |
| ssGroupID |
ID of the skill scheduling group the CT belongs to. |
This field is blank. |
| ssGroupName |
Name associated with the ssGroupID.
|
This field is blank. |
| buID |
|
This field is blank. |
| buName |
Name associated with the buID. |
This field is blank. |
| ctID |
ID of the CT. |
|
| ctName |
Name associated with the ctID. |
|
| queueID | ID of the queue. | |
| queueName | Name associated with this queueID. | |
| acdID |
ID of the CXone ACD or multimedia server for the CT. |
|
| modify |
Last date and time the record was modified, formatted as a UNIX timestamp. |
|
| actContactsReceived |
Actual number of contacts received for the queue. |
For workload-based CTs, value is provided by an external system.For simulation-based and BErlangC-based CTs, value is the sum of actContactsHandled + actContactsAband. |
| actContactsHandled | Actual number of contacts handled for the queue. |
Value is the sum of actHandledLong + actHandledShort. |
| actContactsAband | Actual number of contacts abandoned for the queue. |
Value is the sum of actAbandonLong + actAbandonShort. |
| actOutContacts | Actual number of outbound contacts for the queue. | |
| actContactsHandledSL |
Actual number of contacts handled before the time threshold defined on the ACD or multimedia server. Also known as actHandledShort. |
|
| actContactsAbandSL | Actual number of contacts abandoned before the time threshold defined on the ACD or multimedia server. Also known as actAbandonShort. |
Value is either:
|
| actASA | Actual average speed of answer (ASA), in seconds, for the queue. | |
| actATT |
Actual average talk time (ATT), in seconds, for the queue. |
Formatted to 2 decimal places. |
| actAWT | Actual average work time (AWT), in seconds, for the queue. |
Formatted to 2 decimal places. |
| actAOT |
Actual average outbound time (AOT), in seconds, for the queue. |
Formatted to 2 decimal places. |
| actAHT | Actual average handle time (AHT), in seconds, for the queue. |
Formatted to 2 decimal places. |
| actSLPct |
Actual service level percent for the queue. |
|
| actOcc |
Actual occupancy for the queue. |
Formatted to 2 decimal places. Value range: 0–100. |
| estStaff |
Estimated staff for the queue. |
Formatted to 2 decimal places. |
| actHandledLong |
Actual number of contacts handled after the time threshold defined on the ACD or multimedia server. |
Value is either:
|
| actAbandonLong | Actual number of contacts abandoned after the time threshold defined on the ACD or multimedia server. |
Value is either:
|
| actBacklogNotExp | Number of contacts remaining to handle that have not yet exceeded the service time defined for the period in which they were received. |
For simulation-based and BErlangC-based CTs, this field is blank. |
| actBacklogExp | Number of contacts remaining to handle that have already exceeded the service time defined for the period in which they were received. |
For simulation-based and BErlangC-based CTs, this field is blank. |
| actLogin | Actual number of seconds agents spent logged in for the queue. | |
| actTalkTime | Actual number of seconds agents spent handling incoming contacts for the queue. | |
| actWorkTime | Actual number of seconds agents spent in after contact work for the queue. | |
| actOutTime | Actual number of seconds agents spent on outgoing contacts for the queue. | |
| actReadyTime | Actual number of seconds agents spent in a ready state for the queue. | |
| actNotReadyTime | Actual number of seconds agents spent in an idle, AUX, or not ready state for the queue. | |
| actHoldTime | Actual number of seconds agents placed contacts in a hold state during contact handling. | |
| actQueueDelay | Actual number of seconds contacts remained in queue. |
Output File: Sample
The following shows a sample file generated for a customer, based on their custom parameters. It also shows the data values rather than field names. It's meant only to give you an idea of what your export might look like.
#fields:date|period|TZ|custID|saGroupID|saGroupName|ssGroupID|ssGroupName|buID|buName|ctID|ctName|queueID|queueName|acdID|modify|actContactsReceived|actContactsHandled|actContactsAband|actOutContacts|actContactsHandledSL|actContactsAbandSL|actASA|actATT|actAWT|actAOT #sort:custID,ctID,queueID,date,period 05052021|00:00|CST6CDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT28|5|Q5|12|1047802660|91|80|11|13|62|2|20|118.14|25.53|168.32 05052021|00:15|CST6CDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT28|5|Q5|12|1047802660|104|92|12|13|77|3|20|143.19|18.07|131.44 05052021|00:30|CST6CDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT28|5|Q5|12|1047802660|114|101|13|13|86|1|20|99.03|18.12|168.73 05052021|00:45|CST6CDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT28|5|Q5|12|1047802660|138|121|17|13|106|4|20|91.70|16.83|150.94 ... 05052021|00:00|EST5EDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT28|6|Q6|12|1047802660|91|80|11|13|62|2|20|118.00|25.30|168.61 05052021|00:15|EST5EDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT28|6|Q6|12|1047802660|104|92|12|13|77|3|20|143.15|18.11|131.09 05052021|00:30|EST5EDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT28|6|Q6|12|1047802660|114|101|13|13|86|1|20|99.99|18.01|168.53 05052021|00:45|EST5EDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT28|6|Q6|12|1047802660|138|121|17|13|106|4|20|91.98|16.76|150.02 ...