Inhalt/Content
Metrics
iagent_aborted_chats_today{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Chats | Number | Chat | Sum | |
| Metric | iagent_aborted_chats_today{} | |||||
| Description | Abandoned chats – based on the current day from 12:00 a.m. Chats that were blocked by an agent or not properly ended by the customer (e.g. closing the browser window). |
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| Instance, Job, Tenant, Category | Category | Chats | Number | Chat | Sum | |
| Metric | iagent_aborted_chats_today_per_category{} | |||||
| Description | Abandoned chats – based on the current day from 12:00 a.m. Chats that were blocked by an agent or not properly ended by the customer (e.g. closing the browser window). Based on categories. |
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| Instance, Job, Tenant, Agent Group | Agent group | Chats | Number | Chat | Sum | |
| Metric | iagent_aborted_chats_today_per_group{} | |||||
| Description | Abandoned chats – based on the current day from 12:00 a.m. Chats that were blocked by an agent or not properly ended by the customer (e.g. closing the browser window). Based on agent groups. |
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| Instance, Job, Tenant | Tenant | Chats | Number | Chat | Sum | |
| Metric | iagent_aborted_chats_today_per_tenant{} | |||||
| Description | Abandoned chats – based on the current day from 12:00 a.m. Chats that were blocked by an agent or not properly ended by the customer (e.g. closing the browser window). Based on tenants. |
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iagent_aborted_chats_while_in_queue_today{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Chats | Number | Chat | Sum | |
| Metric | iagent_aborted_chats_while_in_queue_today{} | |||||
| Description | Abandoned chats in the queue based on the current day from 12:00 a.m. Chats that could not be routed before timeout and were abandoned by the system or customers abandoned the chat. |
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| Instance, Job, Tenant, Category | Category | Chats | Number | Chat | Sum | |
| Metric | iagent_aborted_chats_while_in_queue_today_per_category{} | |||||
| Description | Abandoned chats in the queue based on the current day from 12:00 a.m. Chats that could not be routed before timeout and were abandoned by the system or customers abandoned the chat. Based on categories. |
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| Instance, Job, Tenant, Agent Group | Agent group | Chats | Number | Chat | Sum | |
| Metric | iagent_aborted_chats_while_in_queue_today_per_group{} | |||||
| Description | Abandoned chats in the queue based on the current day from 12:00 a.m. Chats that could not be routed before timeout and were abandoned by the system or customers abandoned the chat. Based on agent groups. |
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| Instance, Job, Tenant | Tenant | Chats | Number | Chat | Sum | |
| Metric | iagent_aborted_chats_while_in_queue_today_per_tenant{} | |||||
| Description | Abandoned chats in the queue based on the current day from 12:00 a.m. Chats that could not be routed before timeout and were abandoned by the system or customers abandoned the chat. Based on tenants. |
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iagent_average_chat_edit_time_today_per_channel{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job, Channel | System | Edit time | Milliseconds | Chat | Average | |
| Metric | iagent_average_chat_edit_time_today_per_channel{} | |||||
| Description | Average length of edit time for a chat with a customer per channel (without after chat work time) – based on the current day from 12:00 a.m. Calculation: Quotient from the sum of the chat duration and the sum of all chats accepted by agents. |
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| Instance, Job, Tenant, Category, Channel | Category | Edit time | Milliseconds | Chat | Average | |
| Metric | iagent_average_chat_edit_time_today_per_channel_per_category{} | |||||
| Description | Average length of edit time for a chat with a customer per channel (without after chat work time) – based on the current day from 12:00 a.m. Based on categories. Calculation: Quotient from the sum of the chat duration and the sum of all chats accepted by agents. |
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| Instance, Job, Tenant, Agent Group, Channel | Agent group | Edit time | Milliseconds | Chat | Average | |
| Metric | iagent_average_chat_edit_time_today_per_channel_per_group{} | |||||
| Description | Average length of edit time for a chat with a customer per channel (without after chat work time) – based on the current day from 12:00 a.m. Based on agent groups. Calculation: Quotient from the sum of the chat duration and the sum of all chats accepted by agents. |
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| Instance, Job, Tenant, Channel | Tenant | Edit time | Milliseconds | Chat | Average | |
| Metric | iagent_average_chat_edit_time_today_per_channel_per_tenant{} | |||||
| Description | Average length of edit time for a chat with a customer per channel (without after chat work time) – based on the current day from 12:00 a.m. Based on tenants. Calculation: Quotient from the sum of the chat duration and the sum of all chats accepted by agents. |
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iagent_average_chat_waiting_time_today_per_channel{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job, Channel | System | Waiting time | Milliseconds | Chat | Average | |
| Metric | iagent_average_chat_waiting_time_today_per_channel{} | |||||
| Description | Average length of time a chat has spent in the queue before being connected to an agent – based on the current day from 12:00 a.m. Calculation: quotient of the total waiting time of all chats in the queue and the sum of all chats answered by agents. |
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| Instance, Job, Tenant, Category, Channel | Category | Waiting time | Milliseconds | Chat | Average | |
| Metric | iagent_average_chat_waiting_time_today_per_channel_per_category{} | |||||
| Description | Average length of time a chat has spent in the queue before being connected to an agent – based on the current day from 12:00 a.m. Based on categories. Calculation: quotient of the total waiting time of all chats in the queue and the sum of all chats answered by agents. |
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| Instance, Job, Tenant, Agent Group, Channel | Agent group | Waiting time | Milliseconds | Chat | Average | |
| Metric | iagent_average_chat_waiting_time_today_per_channel_per_group{} | |||||
| Description | Average length of time a chat has spent in the queue before being connected to an agent – based on the current day from 12:00 a.m. Based on agent groups. Calculation: quotient of the total waiting time of all chats in the queue and the sum of all chats answered by agents. |
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| Instance, Job, Tenant, Channel | Tenant | Waiting time | Milliseconds | Chat | Average | |
| Metric | iagent_average_chat_waiting_time_today_per_channel_per_tenant{} | |||||
| Description | Average length of time a chat has spent in the queue before being connected to an agent – based on the current day from 12:00 a.m. Based on tenants. Calculation: quotient of the total waiting time of all chats in the queue and the sum of all chats answered by agents. |
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iagent_backlog_chats_per_channel{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job, Channel | System | Chats | Number | Chat | Sum | |
| Metric | iagent_backlog_chats_per_channel{} | |||||
| Description | Number of chats currently in the backlog per channel. The backlog contains all chats that have entered the system and have not yet been completed. This also includes the chats that are already with an agent. | |||||
| Instance, Job, Tenant, Category, Channel | Category | Chats | Number | Chat | Sum | |
| Metric | iagent_backlog_chats_per_channel_per_category{} | |||||
| Description | Number of chats currently in the backlog per channel. The backlog contains all chats that have entered the system and have not yet been completed. This also includes the chats that are already with an agent. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group, Channel | Agent group | Chats | Number | Chat | Sum | |
| Metric | iagent_backlog_chats_per_channel_per_group{} | |||||
| Description | Number of chats currently in the backlog per channel. The backlog contains all chats that have entered the system and have not yet been completed. This also includes the chats that are already with an agent. Based on agent groups. | |||||
| Instance, Job, Tenant, Channel | Tenant | Chats | Number | Chat | Sum | |
| Metric | iagent_backlog_chats_per_channel_per_tenant{} | |||||
| Description | Number of chats currently in the backlog per channel. The backlog contains all chats that have entered the system and have not yet been completed. This also includes the chats that are already with an agent. Based on tenants. | |||||
iagent_backlog_chats_per_state_per_channel{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job, Channel, State | System | Chats | Number | Chat | Sum | |
| Metric | iagent_backlog_chats_per_state_per_channel{} | |||||
| Description | Number of chats currently in the backlog, per channel and state. (“ACTIVE” = Number of chats currently being processed by an agent.) (“ROUTING” = Number of currently waiting chats.) |
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| Instance, Job, Tenant, Category, Channel, State | Category | Chats | Number | Chat | Sum | |
| Metric | iagent_backlog_chats_per_state_per_channel_per_category{} | |||||
| Description | Number of chats currently in the backlog, per channel and state. Based on categories. (“ACTIVE” = Number of chats currently being processed by an agent.) (“ROUTING” = Number of currently waiting chats.) |
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| Instance, Job, Tenant, Agent Group, Channel, State | Agent group | Chats | Number | Chat | Sum | |
| Metric | iagent_backlog_chats_per_state_per_channel_per_group{} | |||||
| Description | Number of chats currently in the backlog, per channel and state. Based on agent groups. (“ACTIVE” = Number of chats currently being processed by an agent.) (“ROUTING” = Number of currently waiting chats.) |
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| Instance, Job, Tenant, Channel, State | Tenant | Chats | Number | Chat | Sum | |
| Metric | iagent_backlog_chats_per_state_per_channel_per_tenant{} | |||||
| Description | Number of chats currently in the backlog, per channel and state. Based on tenants. (“ACTIVE” = Number of chats currently being processed by an agent.) (“ROUTING” = Number of currently waiting chats.) |
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iagent_chat_agents_in_chat{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_in_chat{} | |||||
| Description | Number of agents currently having at least one chat. | |||||
| Instance, Job, Tenant, Category | Category | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_in_chat_per_category{} | |||||
| Description | Number of agents currently having at least one chat. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group | Agent group | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_in_chat_per_group{} | |||||
| Description | Number of agents currently having at least one chat. Based on agent groups. | |||||
| Instance, Job, Tenant | Tenant | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_in_chat_per_tenant{} | |||||
| Description | Number of agents currently having at least one chat. Based on tenants. | |||||
iagent_chat_agents_in_pause{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_in_pause{} | |||||
| Description | Number of chat agents currently in the pause state. | |||||
| Instance, Job, Tenant, Category | Category | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_online_in_pause_per_category{} | |||||
| Description | Number of chat agents currently in the pause state. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group | Agent group | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_online_in_pause_per_group{} | |||||
| Description | Number of chat agents currently in the pause state. Based on agent groups. | |||||
| Instance, Job, Tenant | Tenant | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_in_pause_per_tenant{} | |||||
| Description | Number of chat agents currently in the pause state. Based on tenants. | |||||
iagent_chat_agents_online{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_online{} | |||||
| Description | Number of agents currently available for incoming chats. | |||||
| Instance, Job, Tenant, Category | Category | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_online_per_category{} | |||||
| Description | Number of agents currently available for incoming chats. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group | Agent group | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_online_per_group{} | |||||
| Description | Number of agents currently available for incoming chats. Based on agent groups. | |||||
| Instance, Job, Tenant | Tenant | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_online_tenant{} | |||||
| Description | Number of agents currently available for incoming chats. Based on tenants. | |||||
iagent_chat_agents_ready{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_ready{} | |||||
| Description | Number of agents who can receive a chat (online, available chat channel). | |||||
| Instance, Job, Tenant, Category | Category | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_ready_per_category{} | |||||
| Description | Number of agents who can receive a chat (online, available chat channel). Based on categories. | |||||
| Instance, Job, Tenant, Agent Group | Agent group | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_ready_per_group{} | |||||
| Description | Number of agents who can receive a chat (online, available chat channel). Based on agent groups. | |||||
| Instance, Job, Tenant | Tenant | Agents | Number | Chat | Sum | |
| Metric | iagent_chat_agents_ready_per_tenant{} | |||||
| Description | Number of agents who can receive a chat (online, available chat channel). Based on tenants. | |||||
iagent_free_chat_channels_per_category{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Metric | ||||||
| Description | ||||||
| Instance, Job, Tenant, Category | Category | Channels | Number | Chat | Sum | |
| Metric | iagent_free_chat_channels_per_category{} | |||||
| Description | Number of available chat channels. | |||||
| Metric | ||||||
| Description | ||||||
| Metric | ||||||
| Description | ||||||
iagent_longest_chat_waiting_time_today_per_channel{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job, Channel | System | Waiting time | Number | Chat | Longest | |
| Metric | iagent_longest_chat_waiting_time_today_per_channel{} | |||||
| Description | The longest waiting time measured for a chat per channel – based on the current day from 12:00 a.m. | |||||
| Instance, Job, Tenant, Category, Channel | Category | Waiting time | Number | Chat | Longest | |
| Metric | iagent_longest_chat_waiting_time_today_per_channel_per_category{} | |||||
| Description | The longest waiting time measured for a chat per channel – based on the current day from 12:00 a.m. Based on catgories. | |||||
| Instance, Job, Tenant, Agent Group, Channel | Agent group | Waiting time | Number | Chat | Longest | |
| Metric | iagent_longest_chat_waiting_time_today_per_channel_per_group{} | |||||
| Description | The longest waiting time measured for a chat per channel – based on the current day from 12:00 a.m. Based on agent groups. | |||||
| Instance, Job, Tenant, Channel | Tenant | Waiting time | Number | Chat | Longest | |
| Metric | iagent_longest_chat_waiting_time_today_per_channel_per_tenant{} | |||||
| Description | The longest waiting time measured for a chat per channel – based on the current day from 12:00 a.m. Based on tenants. | |||||
iagent_processed_chats_in_servicelevel_percentage_today_per_channel{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job, Channel | System | Chats | Percentage | Chat | Sum | |
| Metric | iagent_processed_chats_in_servicelevel_percentage_today_per_channel{} | |||||
| Description | Percentage of chats, that were answered by an agent within the defined service level. Per channel – based on the current day from 12:00 a.m. | |||||
| Instance, Job, Tenant, Category, Channel | Category | Chats | Percentage | Chat | Sum | |
| Metric | iagent_processed_chats_in_servicelevel_percentage_today_per_channel_per_category{} | |||||
| Description | Percentage of chats, that were answered by an agent within the defined service level. Per channel – based on the current day from 12:00 a.m. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group, Channel | Agent group | Chats | Percentage | Chat | Sum | |
| Metric | iagent_processed_chats_in_servicelevel_percentage_today_per_channel_per_group{} | |||||
| Description | Percentage of chats, that were answered by an agent within the defined service level. Per channel – based on the current day from 12:00 a.m. Based on groups. | |||||
| Instance, Job, Tenant, Channel | Tenant | Chats | Percentage | Chat | Sum | |
| Metric | iagent_processed_chats_in_servicelevel_percentage_today_per_channel_per_tenant{} | |||||
| Description | Percentage of chats, that were answered by an agent within the defined service level. Per channel – based on the current day from 12:00 a.m. Based on tenants. | |||||
iagent_processed_chats_today_per_channel{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job, Channel | System | Chats | Number | Chat | Sum | |
| Metric | iagent_processed_chats_today_per_channel{} | |||||
| Description | Number of completed chats per channel – based on the current day from 12:00 a.m. | |||||
| Instance, Job, Tenant, Category, Channel | Category | Chats | Number | Chat | Sum | |
| Metric | iagent_processed_chats_today_per_channel_per_category{} | |||||
| Description | Number of completed chats per channel – based on the current day from 12:00 a.m. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group, Channel | Agent group | Chats | Number | Chat | Sum | |
| Metric | iagent_processed_chats_today_per_channel_per_group{} | |||||
| Description | Number of completed chats per channel – based on the current day from 12:00 a.m. Based on agent groups. | |||||
| Instance, Job, Tenant, Channel | Tenant | Chats | Number | Chat | Sum | |
| Metric | iagent_processed_chats_today_per_channel_per_tenant{} | |||||
| Description | Number of completed chats per channel – based on the current day from 12:00 a.m. Based on tenants. | |||||
iagent_received_chats_today_per_channel{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job, Channel | System | Chats | Number | Chat | Sum | |
| Metric | iagent_received_chats_today_per_channel{} | |||||
| Description | Number of received calls per channel – based on the current day from 12:00 a.m. | |||||
| Instance, Job, Tenant, Category, Channel | Category | Chats | Number | Chat | Sum | |
| Metric | iagent_received_chats_today_per_channel_per_category{} | |||||
| Description | Number of received calls per channel – based on the current day from 12:00 a.m. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group, Channel | Agent group | Chats | Number | Chat | Sum | |
| Metric | iagent_received_chats_today_per_channel_per_group{} | |||||
| Description | Number of received calls per channel – based on the current day from 12:00 a.m. Based on agent groups. | |||||
| Instance, Job, Tenant, Channel | Tenant | Chats | Number | Chat | Sum | |
| Metric | iagent_received_chats_today_per_channel_per_tenant{} | |||||
| Description | Number of received calls per channel – based on the current day from 12:00 a.m. Based on tenants. | |||||