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Field Name
contactsoffered
id
media
minimumagents
oldest
priority
servicelevel
servicelevelmiss
queue_key
ttlqueuetime
updatetime
youngest
Containers
A container is a grouping of values under a common name. Containers are trees of data within an
ADU.
Description
The total number of contacts received by
the queue. The number of handled
contacts is computed by IC Manager by
taking the difference between
contactsoffered and abandoned.
The media channel specific id of the
queue. The id must be unique for a
media channel in a specific site.
The type of media channel over which
the queue is receiving contacts: voice,
email, or web.
The fewest number of agents that should
be assigned to one queue.
The arrival time of the contact that has
been in the queue for the longest period.
The priority level assigned to the queue.
It can be 1 for the highest priority down to
10 for the lowest.
The interval within which a queued
contact should be assigned to an agent
on the system. This time period value
varies across media channels.
The number of contacts that were not
handled during the prescribed service
level time.
The unique identifier for a queue, for
reporting on queue activity. This is only
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.
The period of time that contacts have
spent in the queue.
The time of the last update to the queue.
The arrival time of the contact that has
been in the queue for the shortest period.
Containers
Set By
Media Connector
Server
Media Connector
Server
Media Connector
Server
Media Connector
Server
Media Connector
Server
Media Connector
Server
Media Connector
Server
Media Connector
Server
Media Connector
Server
Media Connector
Server
Media Connector
Server
Media Connector
Server
(Sheet 2 of 2)
Issue 1.0 June 2002
21
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