Open topic with navigation

API Message Guide

MZ - Queue Metrics

Layer Management
Direction From CallGem
Type of Service CG
Interface ID MA
Message Purpose This message is sent by CallGem periodically to report queue and campaign metrics in response to an EnumerateMetrics [EM] message.
Example MZ\TDdefault\CNService\GATier1\TS40587.127634\T240587.127505\Z020\Z19\Z214\Z3374\Z4303\Z512\Z522\Z67\Z73\Z834.6\Z993.8\Y038.2\Y191.3\Y23\Y34\Y42\Y56\Y61\Y727.3\Y892.7\Y923
Explanation A periodic update of queue Tier1's metrics.
Notes
Parameters
Code Name Type Mandatory? Min Val Max Val Description
CN CampaignName string true 1 80 User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ;
GA GroupAddress string true 1 80 The queue for which metrics are being reported.
SQ QueueState int true   0   3 From V10.6.476 - The queue state. This has one of the following values:
0Deleted
1Out of service
2In service
3Closing
T2 LastTimeStamp double true 1 50 It indicates the time at which the most recent set of metrics were measured. This parameter follows the Windows OLE Automation date format.
TD TenantDescriptor string true 1 80 This parameter is alphanumeric and identifies to which tenant this message applies.
TS TimeStamp double true 1 50 It indicates the time at which these metrics were measured. This parameter follows the Windows OLE Automation date format.
Y0 WindowAverageAnswerTime double true     Average time in seconds that calls took to be answered by an agent (of the calls that were successfully answered), within the recent period as configured with the Time Window (TW) parameter of the EM Message.
Y1 WindowPercentageCallsWithinSLA double true     Percentage of calls that were answered within the SLA specified time period (of the calls that were successfully answered), within the recent period as configured with the Time Window (TW) parameter of the EM message.
Y2 QueuedCountRecent int true     Number calls that have enetered the queue since the last update.
Y3 DequeuedCountRecent int true     Number calls that have left the queue and been transferred to an agent since the last update.
Y4 AbandonCountRecent int true     Number calls that were abandoned by the caller since the last update.
Y5 OverflowCountRecent int true     Number calls that overflowed to another queue since the last update.
Y6 DropCountRecent int true     Number calls that were dropped because the timeout was reached since the last update.
Y7 AverageAnswerTimeRecent double true     Average time in seconds that calls took to be answered by an agent (of the calls that were successfully answered) since the last update.
Y8 PercentageCallsWithinSLARecent double true     The percentage of calls that were answered within the SLA specified time period (of the calls that were successfully answered) since the last update.
Z0 QueueLength int true     Number of calls currently waiting in the queue.
Z1 ActiveAgents int true     Number of agents actively able to handle calls from the queue.
Z2 TotalAgents int true     Number of agents who are members of the queue, including those who cannot currently handle calls.
Z3 QueuedCount int true     Number calls that have enetered the queue.
Z4 DequeuedCount int true     Number calls that have left the queue and been transferred to an agent.
Z5 AbandonCount int true     Number calls that were abandoned by the caller.
Z6 OverflowCount int true     Number calls that overflowed to another queue.
Z7 DropCount int true     Number calls that were dropped because the timeout was reached.
Z8 AverageAnswerTime double true     Average time in seconds that calls took to be answered by an agent (of the calls that were successfully answered).
Z9 PercentageCallsWithinSLA double true     The percentage of calls that were answered within the SLA specified time period (of the calls that were successfully answered).

 

ClosedCONTACT SYTEL

Sytel Limited
1, Cromwell Court, New St, Aylesbury, Buckinghamshire HP20 2PB, UK

E: support@sytel.com
T: 44 1296 381200
W: www.sytel.com

ClosedABOUT THIS GUIDE

Copyright © 2004 - 2019  Sytel Limited