Daily Queue Productivity

DailyQueueProductivityResponse GetDailyQueueProductivityBy30MinInterval(string sessionID, DateTime sDate, DateTime eDate);

Description:

Returns daily queue productivity statistics by 30 minutes interval.

Parameters:

SessionID        Session ID obtained by invoking OpenSession method

sDate               Date and time the data is searched from

eDate               Date and time the data is searched to

Notes:

1)    The difference between sDate and eDate should be greater than 30 minutes but must not exceed 24 hrs

2)    Both sDate and eDate must be specified using the configured account’s time zone settings

Return:

The method returns a DailyQueueProductivityResponse object containing the error code of the transaction (0 = Success), a brief description about the error (if any), and the data itself.

 The data is returned as a DataTable object. The table will contain the following columns:

              QueueName                                            Name of the queue

              StartDate                                            Date the data is search from

              EndingPeriod                                       Ending period (00:00; 00:30; 01:00; ...)

              TotalCallsQueued                                Number of calls queued

              TotalCallsTransferred                       Number of queued calls connected to live agents

              TotalCallsAbandoned                           Number of queued calls that abandoned the queue while waiting for agents

              SLAWT                                                   Acceptable waiting time for service level calculations

              TotalCallsTransferredWithinAWT        Number of queued calls connected to live agents within the desired AWT

              TotalCallsAbandonedAfterAWT Number of queued calls that abandoned the queue after the desired AWT

              ServiceLevel                                       Service level

              TotalVoicemails                                  Number of calls that abandoned the queue and were routed to voicemail

              CallBackCount                                     Number of callback requests (typically calls than abandoned the queue and were routed to callback registration)

              MaxSecsWaiting                                    Maximum number of seconds waiting in queue

              AvgSecsWaiting                                    Average number of seconds waiting in queue

              AvgSecsWaitingAbandoned                    Average number of seconds waiting in queue for calls that abandoned the queue

              TotalTalkTime                                     Total talk time (in seconds)

              AvgTalkTime                                         Average talk time (in seconds)

              TotalWrapupTime                                  Total wrap-up time (in seconds)

              AvgWrapupTime                                     Average wrap-up time (in seconds)

              PeakAgentsLoggedIn                             Maximum number of agents that were attending the queue

            The data will be null if there is any error in getting the queue statistics.