Estimated Wait Time

Time duration for which a Case is expected to wait before being assigned to an agent.

Awaiting Assignment Count

Number of Cases in the Work Queue that are awaiting assignment.

In Progress Count

Number of Cases in the Work Queue that are currently in assigned state (agent connected for voice calls, agent assigned in case of digital channel).

Customer Waiting Time

Current time for which individual Cases / calls are waiting in the Queue.

Ringing Call Count

Number of Cases ringing to the agent post assignment. For digital, Cases will be directly assigned to the agent (that is, the assignee type will be inbox).

Consumed Capacity

Indicates the consumed capacity of an agent in the particular Queue. Always to be used with a filter of selected assignee IDs for the metric to work.

Name

Description

Work Queue ID

Indicates the unique ID of each associated Work Queue.

Work Queue

Provides the name of the associated Work Queue. If the Work Queue is not shared with the particular user, it will show the unique ID of the Queue.

Date

Date on which the event occurred.

Time of day

The specific 1-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.

Time of day (30 minutes interval)

The specific half-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.

Time of Day (15 Minute Interval)

The specific quarter-hour period within a day when an activity took place, represented in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.

Month Of Year

The name of the Calendar Month on which the activity occurred.

Original Assignment Date

Histogram field of when the call was assigned to the Work Queue.

Original Assignment Time

Date timestamp of when the call was assigned to the Work Queue.

Assignee Type

Indicates the current stage where the particular work went through. This includes Work Queue, inbox, user, outbox as 4 different stages.

Work Creation Time

Indicates the date timestamp when the particular work was created/ assigned to the Queue.

Work Type

Defines how the particular Case/call is assigned to the Queue (it can be from Case or task).

Case Details

Associated case to the event, which includes the Case subject, Case ID and the Description.

Assignee Id

Indicates the ID of the current stage where the particular work went through. This includes work queue ID, or the user ID based on to whom the work is assigned.

Case Number

The ID number associated to the Case Details.

Channel

Indicates the channel for which the particular work was created for including the ACW time, inbound, and outbound calls as well.

Day Of Week

The name of the day of the week on which the activity occurred.

Original Required Skills

Indicates entire list of Skills which were originally associated to the call. In case there are multiple Skills, it will split in multiple rows.

Last Update Time

Date timestamp when the record was last updated.

Day of Year

Day of the year. For example, 1st Jan will be 1, 2nd Jan will be 2 and so on.

Day of Time Range

This dimension specifies the respective day number in the selected time range. Note that the start date will be referred to as Day 1 and so on.

Week of Year

This is the sequential week number in the year starting the week count with Sunday.

Last Work Queue ID

Indicates the unique ID of each last associated Work Queue.

Last Work Queue

Provides the name of the last associated Work Queue. If the Work Queue is not shared with the particular user, it will show the unique ID of the Queue.