This method returns a table containing global statistics of the call centre.
Signature:
GetGlobalStatisticsResponse GetGlobalStatistics(string sessionId)
Parameters:
sessionIdId of the session previously opened
Returns:
GetGlobalStatisticsResponse
{
Int32 ErrorCode
String Description
DataTable GlobalStatistics
}
Sample code (C#):
RealTimeDataClient rdc = new RealTimeDataClient();
GetGlobalStatisticsResponse gsr = rdc.GetGlobalStatistics(sessionId);
int errorCode = gsr.ErrorCode;
string description = gsr.Description;
DataTable globalStatistics = gsr.GlobalStatistics;
The GlobalStatistics table contains the following columns:
Field Name |
Data Type |
Description |
---|---|---|
TotalCallsQueued |
int |
Total of calls queued since 00:00 am until this moment. |
TotalCallsTransferred |
int |
Total of calls transferred since 00:00 am until this moment. |
TotalCallsAbandoned |
int |
Total of calls abandoned since 00:00 am until this moment. Abandoned = handled - vm - callback. |
MinQueueWaitingTime |
int |
Minimum waiting time: Minimum time the callers waited in queue. |
MaxQueueWaitingTime |
int |
Maximum waiting time: Maximum time the callers waited in queue. |
AvgQueueWaitingTime |
int |
Average of time the callers have been waiting in queue. |
MinTalkingTime |
int |
Minimum talking time: Minimum duration of the conversation. |
MaxTalkingTime |
int |
Maximum talking time: Maximum duration of the conversation. |
AvgTalkingTime |
int |
Average talking time: Average duration of the conversations. |
ServiceLevel |
float |
Service level for the call centre. |
TotalVoicemails |
int |
Total of voicemails left. |
TotalCallsReceived |
int |
Total of calls received in the call centre. |
AnswerRate |
float |
Percentage of calls answered. |
AbandonRate |
float |
Percentage of calls abandoned. |
CallbacksRegistered |
int |
Number of callbacks registered. |
CallbacksAnswered |
int |
Number of callbacks answered. |
CallbacksNotAnswered |
int |
Number of callbacks not answered. |
CallbacksWaiting |
int |
Number of callbacks waiting in queue. |