IPCM Contact Center Statistics Internal Table Names

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    IPCM Contact Center Statistics Internal Table Names


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    The following table lists the internal names of the IPCM Contact Center Statistics.  Use these names when creating filters using Python syntax, or when creating custom metrics.

     

    IMPORTANT: Most statistics have two versions: scheduled and interval. Scheduled statistics (which have SCD in the name) calculate data recorded since midnight.  Interval statistics (which have INT in the name) calculate data recorded in the last hour.

     

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              
     

    Statistic

     
     

    ID

     
     

    Average After Call Work Time

     
     

    MT_INT_AVG_WRAPUP_TIME

     

    MT_SCD_AVG_WRAPUP_TIME

     
     

    Average Busy Time

     
     

    MT_INT_AVG_BUSY_TIME

     

    MT_SCD_AVG_BUSY_TIME

     
     

    Average Call Abandon Time

     
     

    MT_INT_AVG_ABANDON_TIME

     

    MT_SCD_AVG_ABANDON_TIME

     
     

    Average Call Duration

     
     

    MT_INT_AVG_CALL_DURATION

     

    MT_SCD_AVG_CALL_DURATION

     
     

    Average Handling Time

     
     

    MT_INT_AVG_HANDLING_TIME

     

    MT_SCD_AVG_HANDLING_TIME

     
     

    Average Outbound Handling Time

     
     

    MTo_INT_AVG_HANDLING

     

    MTo_SCD_AVG_HANDLING

     
     

    Average Outbound Time

     
     

    MTo_INT_AVG_DURATION

     

    MTo_SCD_AVG_DURATION

     
     

    Average Outbound Wrap-up Time

     
     

    MTo_INT_AVG_WRAP_UP

     

    MTo_SCD_AVG_WRAP_UP

     
     

    Average Time in IVR

     
     

    MT_INT_AVG_DATA_COLLECTION_TIME

     

    MT_SCD_AVG_DATA_COLLECTION_TIME

     
     

    Average Time in Queue

     
     

    MT_INT_AVG_QUEUED_TIME

     

    MT_SCD_AVG_QUEUED_TIME

     
     

    Average Time on Agent

     
     

    MT_INT_AVG_AGENT_CONNECTED_TIME

     

    MT_SCD_AVG_AGENT_CONNECTED_TIME

     
     

    Average Time to Answer

     
     

    MT_INT_AVG_TIME_TO_ANSWER

     

    MT_SCD_AVG_TIME_TO_ANSWER

     
     

    Calls Diverted

     
     

    MTi_INT_DIVERTED

     

    MTi_SCD_DIVERTED

     
     

    Calls Queued

     
     

    MT_INT_CALLS_QUEUED

     

    MT_SCD_CALLS_QUEUED

     
     

    Diverted Calls Failed

     
     

    MTi_INT_DIVERTED_FAIL

     

    MTi_SCD_DIVERTED_FAIL

     
     

    Maximum Call Duration

     
     

    MT_INT_MAX_CALL_DURATION

     

    MT_SCD_MAX_CALL_DURATION

     
     

    Maximum Number of Logged-in Agents

     
     

    MT_SCD_MAX_LOGGED_IN_AGENTS

     
     

    Maximum Time in IVR

     
     

    MT_INT_MAX_DATA_COLLECTION_TIME

     

    MT_SCD_MAX_DATA_COLLECTION_TIME

     
     

    Maximum Time in Queue

     
     

    MT_INT_MAX_QUEUED_TIME

     

    MT_SCD_MAX_QUEUED_TIME

     
     

    Maximum Time on Agent

     
     

    MT_INT_MAX_AGENT_CONNECTED_TIME

     

    MT_SCD_MAX_AGENT_CONNECTED_TIME

     
     

    Maximum Time to Answer

     
     

    MTi_INT_MAX_TIME_TO_ANSWER

     

    MTi_SCD_MAX_TIME_TO_ANSWER

     
     

    Minimum Call Duration

     
     

    MT_INT_MIN_CALL_DURATION

     

    MT_SCD_MIN_CALL_DURATION

     
     

    Minimum Number of Logged-in Agents

     
     

    MT_SCD_MIN_LOGGED_IN_AGENTS

     
     

    Minimum Time in IVR

     
     

    MT_INT_MIN_DATA_COLLECTION_TIME

     

    MT_SCD_MIN_DATA_COLLECTION_TIME

     
     

    Minimum Time in Queue

     
     

    MT_INT_MIN_QUEUED_TIME

     

    MT_SCD_MIN_QUEUED_TIME

     
     

    Minimum Time on Agent

     
     

    MT_INT_MIN_AGENT_CONNECTED_TIME

     

    MT_SCD_MIN_AGENT_CONNECTED_TIME

     
     

    Minimum Time to Answer

     
     

    MTi_INT_MIN_TIME_TO_ANSWER

     

    MTi_SCD_MIN_TIME_TO_ANSWER

     
     

    Number of Accepted Transfers

     
     

    MT_INT_TRANSFERS_ACCEPTED

     

    MT_SCD_TRANSFERS_ACCEPTED

     
     

    Number of Agents in Busy State

     
     

    MT_BUSY_COUNT

     
     

    Number of Agents in Not Ready   State

     
     

    MT_NOT_READY_COUNT

     
     

    Number of Agents in Ready State

     
     

    MT_READY_COUNT

     
     

    Number of Agents in Wrap-up State

     
     

    MT_WRAP_UP_COUNT

     
     

    Number of Answered Returned   Interactions

     
     

    MT_INT_ANSWERED_RETURNED_INTERACTIONS

     

    MT_SCD_ANSWERED_RETURNED_INTERACTIONS

     
     

    Number of Busy Lines

     
     

    MT_INBOUND_CALLS

     
     

    Number of Calls Abandoned

     
     

    MT_INT_CALLS_ABANDONED

     

    MT_SCD_CALLS_ABANDONED

     
     

    Number of Calls Answered

     
     

    MT_INT_CALLS_ANSWERED

     

    MT_SCD_CALLS_ANSWERED

     
     

    Number of Calls in Queue

     
     

    MT_INTERACTIONS_IN_QUEUE

     
     

    Number of Calls on Hold

     
     

    MT_HELD_INTERACTIONS

     
     

    Number of Calls Received

     
     

    MT_INT_CALLS_RECEIVED

     

    MT_SCD_CALLS_RECEIVED

     
     

    Number of Call Short-abandoned

     
     

    MT_INT_CALLS_SHORT_ABANDONED

     

    MT_SCD_CALLS_SHORT_ABANDONED

     
     

    Number of Delivery Attempts

     
     

    MTi_SCD_DELIVERY_ATTEMPTS

     
     

    Number of Disconnected in IVR   Interactions

     
     

    MT_INT_INTERACTIONS_IVR_DISCONNECTED

     

    MT_SCD_INTERACTIONS_IVR_DISCONNECTED

     
     

    Number of Inbound Lines

     
     

    MT_INBOUND_LINES

     
     

    Number of Interactions Abandoned   on Escalation Intervals

     
     

    MT_INT_EI1_ABANDONED

     

    MT_INT_EI2_ABANDONED

     

    MT_INT_EI3_ABANDONED

     

    MT_INT_EI4_ABANDONED

     

    MT_INT_EI5_ABANDONED

     

    MT_INT_EIR_ABANDONED

     

    MT_SCD_EI1_ABANDONED

     

    MT_SCD_EI2_ABANDONED

     

    MT_SCD_EI3_ABANDONED

     

    MT_SCD_EI4_ABANDONED

     

    MT_SCD_EI5_ABANDONED

     

    MT_SCD_EIR_ABANDONED

     
     

    Number of Interactions Answered on   Escalation Intervals

     
     

    MT_INT_EI1_ANSWERED

     

    MT_INT_EI2_ANSWERED

     

    MT_INT_EI3_ANSWERED

     

    MT_INT_EI4_ANSWERED

     

    MT_INT_EI5_ANSWERED

     

    MT_INT_EIR_ANSWERED

     

    MT_SCD_EI1_ANSWERED

     

    MT_SCD_EI2_ANSWERED

     

    MT_SCD_EI3_ANSWERED

     

    MT_SCD_EI4_ANSWERED

     

    MT_SCD_EI5_ANSWERED

     

    MT_SCD_EIR_ANSWERED

     
     

    Number of Interactions in Queue on   Escalation Intervals

     
     

    MT_EI1_IN_QUEUE

     

    MT_EI2_IN_QUEUE

     

    MT_EI3_IN_QUEUE

     

    MT_EI4_IN_QUEUE

     

    MT_EI5_IN_QUEUE

     

    MT_EIR_IN_QUEUE

     
     

    Number of Logged-in Agents

     
     

    MT_LOGGED_IN_COUNT

     
     

    Number of Originated Transfers

     
     

    MT_INT_TRANSFERS_ORIGINATED

     

    MT_SCD_TRANSFERS_ORIGINATED

     
     

    Number of Rejected Transfers

     
     

    MT_INT_TRANSFERS_REJECTED

     

    MT_SCD_TRANSFERS_REJECTED

     
     

    Number of Returned Interactions

     
     

    MT_INT_INTERACTIONS_RETURNED

     

    MT_SCD_INTERACTIONS_RETURNED

     
     

    Number of Unqueued Calls

     
     

    MTi_INT_CALLS_UNQUEUED

     

    MTi_SCD_CALLS_UNQUEUED

     
     

    Outbound Calls Made

     
     

    MTo_INT_CALLS_CONNECTED

     

    MTo_SCD_CALLS_CONNECTED

     
     

    Outbound Handling Time

     
     

    MTo_INT_HANDLING

     

    MTo_SCD_HANDLING

     
     

    Outbound Wrap-up Time

     
     

    MTo_INT_WRAP_UP

     

    MTo_SCD_WRAP_UP

     
     

    Percent Calls Abandoned

     
     

    MT_INT_PERCENT_ABANDONED

     

    MT_SCD_PERCENT_ABANDONED

     
     

    Percent Calls Answered

     
     

    MT_INT_PERCENT_ANSWERED

     

    MT_SCD_PERCENT_ANSWERED

     
     

    Percent Calls Short-abandoned

     
     

    MT_INT_PERCENT_SHORT_ABANDONED

     

    MT_SCD_PERCENT_SHORT_ABANDONED

     
     

    Queued Calls Diverted

     
     

    MTi_INT_QUEUED_DIVERTED

     

    MTi_SCD_QUEUED_DIVERTED

     
     

    Service Factor

     
     

    MT_INT_SERVICE_FACTOR

     

    MT_SCD_SERVICE_FACTOR

     
     

    Time to Answer

     
     

    MT_INT_TIME_TO_ANSWER

     

    MT_SCD_TIME_TO_ANSWER

     
     

    Total Abandon Time

     
     

    MT_SCD_TOTAL_ABANDON_TIME

     
     

    Total After Call Work Time

     
     

    MT_INT_TOTAL_WRAPUP_TIME

     

    MT_SCD_TOTAL_WRAPUP_TIME

     
     

    Total Busy Time

     
     

    MT_INT_TOTAL_BUSY_TIME

     

    MT_SCD_TOTAL_BUSY_TIME

     
     

    Total Handling Time

     
     

    MT_INT_TOTAL_HANDLING_TIME

     

    MT_SCD_TOTAL_HANDLING_TIME

     
     

    Total Held Time

     
     

    MT_INT_TOTAL_HELD_TIME

     

    MT_SCD_TOTAL_HELD_TIME

     
     

    Total Interaction Duration

     
     

    MTi_INT_TOTAL_DURATION

     

    MTi_SCD_TOTAL_DURATION

     
     

    Total Logon Time

     
     

    MT_INT_LOGON_TIME

     

    MT_SCD_LOGON_TIME

     
     

    Total Not Ready Time

     
     

    MT_INT_NOT_READY_TIME

     

    MT_SCD_NOT_READY_TIME

     
     

    Total Outbound Time

     
     

    MTo_INT_TOTAL_DURATION

     

    MTo_SCD_TOTAL_DURATION

     
     

    Total Ready Time

     
     

    MT_INT_READY_TIME

     

    MT_SCD_READY_TIME

     
     

    Total Time in Queue

     
     

    MT_INT_TOTAL_QUEUED_TIME

     

    MT_SCD_TOTAL_QUEUED_TIME

     
     

    Total Working Time

     
     

    MT_INT_WORK_TIME

     

    MT_SCD_WORK_TIME