Webex · Schema

ChannelResponse

Statistics for a specific channel.

CallingCollaborationCommunicationEnterpriseMessagingVideo Conferencing

Properties

Name	Type	Description
channelType	string	Channel Type
totalAssignedTasks	integer	Number of tasks assigned within the channel during the agent session.
totalOfferedTasks	integer	Number of offered tasks within this channel during the agent's session.
totalAcceptedTasks	integer	Number of assigned tasks that were accepted by the agent.
totalRejectedTasks	integer	Number of assigned tasks that were rejected by the agent.
totalTransferredTasks	integer	Number of tasks that the agent transferred to another agent.
totalEngagedDuration	integer	The amount of time the agent was engaged with a customer (in milliseconds). Note :- - Does not include wrap-up time and consult duration - Includes conferencing duration since the customer is involved
totalHoldDuration	integer	The amount of time for which the customer(s) was put on hold (in milliseconds).
totalWrapUpDuration	integer	The amount of time spent by the agent wrapping up customer interactions (in milliseconds). i.e Sum of all wrap-up time metric for a given agent
totalAvailableTime	integer	Duration of time(in milliseconds) outside of the idle time when an agent was available and handling contacts after logging in.
totalUnAvailableTime	integer	Amount of time the agent was unavailable (in milliseconds).
averageHandledTime	number	This is the average of the total handle time by an agent (in milliseconds) i.e avg(engagedDuration(connected state) + hold-duration + wrap-up time)

View JSON Schema on GitHub

JSON Schema

{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "#/components/schemas/ChannelResponse",
  "title": "ChannelResponse",
  "type": "object",
  "properties": {
    "channelType": {
      "type": "string",
      "description": "Channel Type",
      "example": "chat"
    },
    "totalAssignedTasks": {
      "type": "integer",
      "description": "Number of tasks assigned within the channel during the agent session.",
      "format": "int32",
      "example": 3
    },
    "totalOfferedTasks": {
      "type": "integer",
      "description": "Number of offered tasks within this channel during the agent's session.",
      "format": "int32",
      "example": 3
    },
    "totalAcceptedTasks": {
      "type": "integer",
      "description": "Number of assigned tasks that were accepted by the agent.",
      "format": "int32",
      "example": 3
    },
    "totalRejectedTasks": {
      "type": "integer",
      "description": "Number of assigned tasks that were rejected by the agent.",
      "format": "int32",
      "example": 3
    },
    "totalTransferredTasks": {
      "type": "integer",
      "description": "Number of tasks that the agent transferred to another agent.",
      "format": "int32",
      "example": 2
    },
    "totalEngagedDuration": {
      "type": "integer",
      "description": "The amount of time the agent was engaged with a customer (in milliseconds).\nNote :-\n- Does not include wrap-up time and consult duration\n- Includes conferencing duration since the customer is involved",
      "format": "int32",
      "example": 40302
    },
    "totalHoldDuration": {
      "type": "integer",
      "description": "The amount of time for which the customer(s) was put on hold (in milliseconds).",
      "format": "int64",
      "example": 10198
    },
    "totalWrapUpDuration": {
      "type": "integer",
      "description": "The amount of time spent by the agent wrapping up customer interactions (in milliseconds).\ni.e Sum of all wrap-up time metric for a given agent",
      "format": "int64",
      "example": 3552
    },
    "totalAvailableTime": {
      "type": "integer",
      "description": "Duration of time(in milliseconds) outside of the idle time when an agent was available and handling contacts after logging in.",
      "format": "int64",
      "example": 234947
    },
    "totalUnAvailableTime": {
      "type": "integer",
      "description": "Amount of time the agent was unavailable (in milliseconds).",
      "format": "int64",
      "example": 22300
    },
    "averageHandledTime": {
      "type": "number",
      "description": "This is the average of the total handle time by an agent (in milliseconds)\ni.e avg(engagedDuration(connected state) + hold-duration  + wrap-up time)",
      "format": "double",
      "example": 22300
    }
  },
  "description": "Statistics for a specific channel."
}