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:

Return Value	Description
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

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.