Occupancy Statuses
| Available Time | The sum of time that agents were idle and ready to handle an interaction. |
| Login Time | The sum of time that agents were logged in. |
| Wrap-up time | The sum of time that agents were in the wrap-up state after ending an interaction. |
| Break Time | The sum of time that agents were in the Break status. |
| Idle Time | The sum of time that agents were in the Idle status. |
| In-call Time | The sum of time that agents were handling calls. |
| In-chat Time | The sum of time that agents were handling chats. |
| Meal Time | The sum of time that agents were in the Meal status. |
| Missed Call Time | The sum of time that agents were in the Missed Call status. |
| Missed Chat Time | The sum of time that agents were in the Missed Chat status. |
| Offline Time | The sum of time that agents were logged out. |
| Special Task Time | The sum of time that agents were in the Special Task status. |
| Unavailable Time | The sum of time that agents were in the Unavailable status. |
| Unresponsive Time | The sum of time that agents were in the Unresponsive status. |
Viewing and Identifying Failed Reason Codes
Overview
This page can help you identify:
The following Failed Reason codes can be viewed:
In the Individual Call History standard report.
Using the API.
Call Fail Reasons
Code |
Metric Name |
Description |
nothing: 0 |
No Error - Call |
The sum of calls that did not fail. |
unknown: 10001 |
Unknown - Call |
The sum of calls that failed for unknown reasons. |
expired: 11001 |
Expired - Call |
The sum of calls that failed due to the connection timing out. |
transfer_expired: 11002 |
Transfer Expired |
The sum of calls that failed due to the transfer connection timing out. |
eu_canceled: 20001 |
Cancelled |
The sum of calls where the consumer hung up while being connected to an agent. |
eu_rejected: 20002 |
Rejected |
The sum of outbound calls that were declined by the consumer. |
eu_abandoned: 20003 |
Abandoned |
The sum of calls that were abandoned by the consumer while waiting in queue. |
eu_in_menu_abandoned: 20004 |
In-Menu Abandoned |
The sum of calls that were abandoned by the consumer while in the IVR menu. |
eu_repeated_voicemail: 20005 |
Repeated Voicemail |
The sum of calls that failed because the consumer already had left a voicemail waiting to be answered. For more information on voicemail settings see After Hours Deflection.After Hour Deflection for Calls and Chats |
eu_busy: 21001 |
Busy |
The sum of outbound calls that reached the consumer in a busy state. |
eu_repeated_callback: 20006 |
Repeated Callback |
The sum of calls that failed because the consumer had already requested a callback. |
eu_wrong_number: 21002 |
Wrong Number |
The sum of outbound calls that were made to an invalid phone number. |
eu_no_answer: 21003 |
No Answer |
The sum of outbound calls where the consumer did not pick up. |
eu_noti_failed: 22001 |
Notification Failed |
The sum of calls that were not connected to the agent due to the agent not having browser notifications enabled. |
ag_canceled: 30001 |
Agent Cancelled |
The sum of calls that failed while being connected to the agent. Possible reasons include the agent closing their browser or a network error. |
ag_ignored: 30002 |
Agent Ignored |
The sum of calls that were not picked up by the agent. |
ag_mic_no_device: 31001 |
Agent No Mic |
The sum of calls that failed due to the agent not having a microphone. |
ag_mic_denied: 31002 |
Agent Mic Denied |
The sum of calls that failed due to the agent not having microphone access enabled. |
voip_twilio_error: 41001 |
VOIP Error |
The sum of calls that failed due to a voice provider issue. |
voip_tokbox_error: 42001 |
||
voip_nexmo_error: 45001 |
||
voip_invalid_token: 43001 |
VOIP Invalid Token |
The sum of calls that failed due to the voice provider providing an invalid token. |
voip_conn_general: 44001 |
VOIP General |
The sum of calls that failed due to a general voice provider issue. |
voip_conn_timeout: 44002 |
VOIP Timeout |
The sum of calls that failed due to the voice provider connection timing out. |
voip_conn_signal: 44003 |
VOIP Signal |
The sum of calls that failed due to a poor connection to the voice provider. |
stuck_due_to_api_error: 50001 |
Stuck due to API |
The sum of calls that failed due to an API issue. |
group_deleted_no_substitute: 50002 |
Group Deleted - Call |
The sum of calls that failed due to a cascade group being deleted without any alternative available. |
menu_deleted: 50003 |
Menu Deleted |
The sum of calls that failed due to the queue being deleted after the consumer had already entered the queue. |
direct_pstn_call_to_ fallback_number: 60001 |
Directed to Fallback |
The sum of calls that were directed to a fallback number. |
Chat Fail Reasons
| Code | Metric Name | Description |
| nothing: 0 | No Error - Chat | The sum of chats that did not fail. |
| unknown: 1 | Unknown - Chat | The sum of chats that failed for unknown reasons. |
| no_response: 2 | No Response | The sum of chats that ended due to the consumer not responding. |
| expired: 3 | Expired - Chat | The sum of chats that failed due to the connection timing out. |
| after_hours: 4 | After Hours | The sum of chats that reached a queue outside of operating hours. |
| expired_menu_selection: 31 | Expired Menu | The sum of chats where consumers selected a queue that no longer existed. |
| end_user_opt_out: 41 | Opted Out | The sum of chats where consumers opted not to be recorded. |
| over_cap_email: 50001 | Overcapacity Email | The sum of chats where consumers sent an email due to the queue being in an overcapacity state. |
| group_deleted_no_substitute: 60001 | Group Deleted - Chat | The sum of chats that failed due to a cascade group being deleted without any alternative available. |
Data Dictionary - Sample API and Calculation Scripts
Sample API and Calculation Scripts
Below is a sample script that can be run to try out a couple of the CCAI Platform metrics that exist in the admin portal dashboard. It exemplifies how any of the metrics can be retrieved and calculated.
The example walks through the definition of variables, functions and calculation scripts for how to calculate total volume and service level.
Variables
Array of calls: add an array of calls set to the variable callsArray.
Call Types: below is an array of all call types that exist in CCAI Platform.
//You can remove elements from this array to test metrics of only a certain type of calls; i.e.
Total Hours: Below is a total hours variable. Calculate the difference in hours based on the parameters in your request.
SLA: is calculated using a configured threshold in the admin portal. Change the variable with the configured amount. This example shows a 60 second SLA; i.e.
Functions
Call Record Function: //checkCallRecord is designed to validate if a call record is the proper status, did not fail a certain way, and in some cases whether connected is null;
Total Volume of Calls Function: getTotalVolumeOfCalls is designed to return a total volume of calls; e.g.:
Service Level Function: getServiceLevel is designed to return the Service Level of a call type; e.g.:
Calculation Scripts
Total Volume
// TOTAL VOLUME SECTION
for(var i = 0; i<call_type.length;i++){
var vol = getTotalVolumeOfCalls(callsArray,call_type[i]);
if(vol > 0){
var volPerHour = Math.round(vol/total_hours*10)/10
var stringToPrint = "the per hour volume of "+call_type[i]+" is "+ volPerHour.toString()
console.log(stringToPrint);
};
}
SLA
// SLA SECTION
for(var i = 0;i<call_type.length;i++){
var SLACalc = (getServiceLevel(callsArray,call_type[i])/getTotalVolumeOfCalls(callsArray,call_type[i],false,['eu_in_menu_abandoned']));
if (isNaN(SLACalc) == false){
var stringToPrint = "the SLA of "+call_type[i]+" is "+ SLACalc.toString();
console.log(stringToPrint);
} else {
var stringToPrint = "the SLA of "+call_type[i]+" cannot be calculated due to lack of volume";
console.log(stringToPrint);
}
};
Chat Status Definitions
Common Chat Statuses
| Chat Statuses | Description |
| Queued | Chat is in queue and is waiting for an Agent |
| Assigned | Chat is assigned to an agent |
| Ongoing | Chat is active with an Agent and End User |
| Finished | Chat finished successfully (finished reasons listed below) |
| Abandoned | Chat canceled by the end user before assigned to an agent |
| Deflected | Chat was cancelled and deflected to Over Capacity Email |
| Failed | Chat failed (failure reasons listed below) |
Chat Finished Statuses
| Finished Chat Statuses | Description |
| Finished | Chat finished successfully with no additional information |
| Finished: Disconnected By Agent | Chat was finished, agent disconnected |
| Finished: Disconnected By End User | Chat was finished, disconnected by end user |
| Finished: No Messages | Chat was finished, there was no response |
| Finished: No Messages Disconnected By Agent | Chat was finished, there was no response and the Agent disconnected |
| Finished: No Messages Disconnected By End User | Chat was finished, there was no response and the End User disconnected |
| Timeout: Timeout By Agent With No Messages | Chat was Timed Out: agent picked up and did not respond |
| Timeout: Timeout By End User With No Messages | Chat was Timed Out: agent picked up and end user did not respond |
| Timeout: agent stopped responding | Chat was Timed Out: agent picked up and stopped responding |
| Timeout: end user stopped responding | Chat was Timed Out: agent picked up and end user stopped responding |
Chat Failed Reasons
| Failed Reason | Definition |
| Failed | Chat session Failed for an Unknown reason |
| Expired | Chat expired within a queue and was not picked up by an Agent |