Appendix A2: QueueMetrics data blocks

Data blocks come in different flavors, based on what you need to be doing:

  • Raw data blocks contain queues and agents as their internal ID and not their name, dates as timestamps and durations as seconds. This makes them way easier to be used by an external service for processing, though they will be hard for a human to read is you add them to a QM report. See Reading "raw" blocks

  • Data blocks named Afp, ButtonExportCalls and ExtSourceDo are used to draw items on pages or pop-ups and contain no actual data. They are not meant to be used by external services.

  • Data blocks RealTimeDO.RtLive…​ are a deprecated feature that polls Asterisk through the AMI interface.

Available blocks for QmStats

Report blocks available in QueueMetrics 24.11:

  • AgentsDO.ReportAgents (short code: AG01)

  • AgentsDO.SessionPauseDur (short code: AG02)

  • AgentsDO.AgentAvail (short code: AG03)

  • AgentsDO.AnsCallsQueues (short code: AG04)

  • AgentsDO.AnsCallsCG (short code: AG05)

  • AgentsDO.AnsCallsLocation (short code: AG06)

  • AgentsDO.AnsCallsSG (short code: AG07)

  • AgentsDO.PerformanceAcdGroups (short code: AG08)

  • AgentsDO.AgentOccupancy (short code: AG09)

  • AgentsDO.AgentSessionTimeByHour (short code: AG10)

  • AgentsDO.AgentPayableTimeByHour (short code: AG11)

  • AgentsDO.AgentBillableTimeByHour (short code: AG12)

  • AgentsDO.AgentSessionsView (short code: AG13)

  • AgentsDO.QueueSessionsView (short code: AG14)

  • AgentsDO.AgentByHour (short code: AG15)

  • AgentsDO.TagSessionsView (short code: AG16)

  • AgentsDO.SessionByQueueTagReport (short code: AG17)

  • AgentsDO.ProgAgPerf (short code: AG18)

  • AgentsDO.DetailedPauses (short code: AG19)

  • AgentsDO.AgentTTPerHour (short code: AG20)

  • AgentsDO.OutboundProductivity (short code: AG21)

  • AgentsDO.AgentSessionOverview (short code: AG22)

  • AgentsDO.PauseTypes (short code: AG23)

  • AreaAnDO.Setup (short code: AC01)

  • AreaAnDO.CallsOK (short code: AC02)

  • AreaAnDO.CallsKO (short code: AC03)

  • AreaAnDO.FrequentAreaCodes (short code: AC04)

  • CallDistrDO.AnsDistrPerDay (short code: DD01)

  • CallDistrDO.AnsWaitPerDay (short code: DD02)

  • CallDistrDO.UnansWaitPerDay (short code: DD03)

  • CallDistrDO.SalesPerDay (short code: DD04)

  • CallDistrDO.StaffPerDay (short code: DD05)

  • CallDistrDO.QPosPerDay (short code: DD06)

  • CallDistrDO.InclSlaPerDay (short code: DD07)

  • CallDistrDO.TrafficAnPerDay (short code: DD08)

  • CallDistrDO.SkillsPerDay (short code: DD09)

  • CallDistrDO.DetailSummaryPerDay (short code: DD10)

  • CallDistrDO.AnsDistrPerHr (short code: DH01)

  • CallDistrDO.AnsWaitPerHr (short code: DH02)

  • CallDistrDO.UnansWaitPerHr (short code: DH03)

  • CallDistrDO.SalesPerHr (short code: DH04)

  • CallDistrDO.StaffPerHr (short code: DH05)

  • CallDistrDO.QPosPerHr (short code: DH06)

  • CallDistrDO.InclSlaPerHr (short code: DH07)

  • CallDistrDO.TrafficAnPerHr (short code: DH08)

  • CallDistrDO.SkillsPerHr (short code: DH09)

  • CallDistrDO.DetailSummaryPerHr (short code: DH10)

  • CallDistrDO.AnsDistrPerDOW (short code: DW01)

  • CallDistrDO.AnsWaitPerDOW (short code: DW02)

  • CallDistrDO.UnansWaitPerDOW (short code: DW03)

  • CallDistrDO.SalesPerDOW (short code: DW04)

  • CallDistrDO.StaffPerDOW (short code: DW05)

  • CallDistrDO.QPosPerDOW (short code: DW06)

  • CallDistrDO.InclSlaPerDOW (short code: DW07)

  • CallDistrDO.TrafficAnPerDOW (short code: DW08)

  • CallDistrDO.SkillsPerDOW (short code: DW09)

  • CallDistrDO.DetailSummaryPerDow (short code: DW10)

  • DetailsDO.AgentSessions (short code: AD01)

  • DetailsDO.AgentPauses (short code: AD02)

  • DetailsDO.AgentSessionsRaw (short code: RW01)

  • DetailsDO.CallsKO (short code: UD01)

  • DetailsDO.AfpCallsKO (short code: UD02)

  • DetailsDO.CallsKoRaw (short code: RW02)

  • DetailsDO.CallsOK (short code: OD01)

  • DetailsDO.AfpCallsOK (short code: OD03)

  • DetailsDO.AfpCallsIVR (short code: OD04)

  • DetailsDO.CallsIVR (short code: OD05)

  • DetailsDO.CallsOkRaw (short code: RW03)

  • DetailsDO.ButtonExportCalls (short code: OD02)

  • DetailsDO.ExecutiveSummary (short code: OD06)

  • DetailsDO.TalkAndIdleTimes (short code: OD07)

  • TeamsDO.ExternalCallersOnTaken (short code: TM01)

  • TeamsDO.ExternalCalleesOnTaken (short code: TM02)

  • TeamsDO.ExternalCallersOnAll (short code: TM03)

  • TeamsDO.ExternalCalleesOnAll (short code: TM04)

  • TeamsDO.CallerClassification (short code: TM05)

  • TeamsDO.CalleeClassification (short code: TM06)

  • GroupingsDO.TakenCallsGrouping (short code: GR01)

  • GroupingsDO.LostCallsGrouping (short code: GR02)

  • GroupingsDO.IvrGrouping (short code: GR03)

  • DistrDO.ReportAcd (short code: AT01)

  • DistrDO.AcdByQueue (short code: AT02)

  • DistrDO.AcdByTerminals (short code: AT03)

  • DistrDO.LastAcdAttempts (short code: AT04)

  • KoDO.ReportKoAll (short code: UN01)

  • KoDO.ReportKoFully (short code: UN02)

  • KoDO.DiscCauses (short code: UN03)

  • KoDO.UnansByQueue (short code: UN04)

  • KoDO.OutboundKo (short code: UN05)

  • KoDO.UnansByLen (short code: UN06)

  • KoDO.InclusiveSLA (short code: UN07)

  • KoDO.ReportKoKeyPress (short code: UN08)

  • KoDO.StintsKo (short code: UN09)

  • KoDO.StintsOkKo (short code: UN10)

  • KoDO.QPosKo (short code: UN11)

  • KoDO.QPosOkKo (short code: UN12)

  • KoDO.IvrKo (short code: UN13)

  • KoDO.IvrOkKo (short code: UN14)

  • KoDO.DnisKo (short code: UN15)

  • KoDO.DnisOkKo (short code: UN16)

  • KoDO.OverviewOkKo (short code: UN17)

  • KoDO.InclusiveAnswSLA (short code: UN18)

  • KoDO.SkillsKo (short code: UN19)

  • KoDO.SkillsOkKo (short code: UN20)

  • KoDO.UnansweredNumbersToRecall (short code: UN21)

  • KoDO.UnansweredNumbersRecalled (short code: UN22)

  • KoDO.UnansweredNumbersRecallRecap (short code: UN23)

  • OkDO.RiassAllCalls (short code: OK01)

  • OkDO.RiassFullyWithin (short code: OK02)

  • OkDO.AgentsOnQueue (short code: OK03)

  • OkDO.ServiceLevelAgreement (short code: OK04)

  • OkDO.DisconnectionCauses (short code: OK05)

  • OkDO.Transfers (short code: OK06)

  • OkDO.AnsweredcallsByQueue (short code: OK07)

  • OkDO.AnsweredcallsByDirection (short code: OK08)

  • OkDO.StintsOk (short code: OK09)

  • OkDO.QPosOk (short code: OK10)

  • OkDO.IvrOk (short code: OK11)

  • OkDO.DnisOk (short code: OK12)

  • OkDO.MOHOk (short code: OK13)

  • OkDO.HDRRpt (short code: OK14)

  • OkDO.SkillsOk (short code: OK15)

  • OkDO.OverviewByAgent (short code: OK16)

  • OkDO.OverviewByQueue (short code: OK17)

  • OutcomesDO.GeneralRep (short code: OU01)

  • OutcomesDO.CallResByOutcome (short code: OU02)

  • OutcomesDO.ActivBillable (short code: OU03)

  • OutcomesDO.ActivNotBillable (short code: OU04)

  • OutcomesDO.AgentReportDetailed (short code: OU05)

  • OutcomesDO.AgentOutcomes (short code: OU06)

  • CallTagDO.CallResByTag (short code: OU07)

  • OutcomesDO.CallResByFeature (short code: OU08)

  • IvrDO.IvrReport (short code: IV01)

  • IvrDO.IvrTiming (short code: IV02)

  • IvrDO.IvrGoals (short code: IV03)

  • ExtSourceDO.HTML (short code: XS01)

  • ExtSourceDO.XMLRPC (short code: XS02)

  • ExtSourceDO.JSON (short code: XS03)

  • CaseDO.CaseDistribution (short code: CA01)

  • CaseDO.ClientDistribution (short code: CA02)

  • FcrDO.RecallsOk (short code: FC01)

  • FcrDO.RecallsKo (short code: FC02)

  • FcrDO.RecallsAll (short code: FC03)

  • FcrDO.ClidsOk (short code: FC04)

  • FcrDO.ClidsKo (short code: FC05)

  • FcrDO.ClidsAll (short code: FC06)

  • FcrDO.ClustersOk (short code: FC07)

  • FcrDO.ClustersKo (short code: FC08)

  • FcrDO.ClustersAll (short code: FC09)

  • FcrDO.RetryRate (short code: FC10)

  • FcrDO.MostFrequentNumber (short code: FC11)

Available blocks for QmRealtime

Real-time blocks available in QueueMetrics 23.09:

  • RealTimeDO.RTReportHeader

  • RealTimeDO.RTRiassunto

  • RealTimeDO.RTCallsBeingProc

  • RealTimeDO.RTAgentsLoggedIn

  • RealTimeDO.WallRiassunto

  • RealTimeDO.WallCallsBeingProc

  • RealTimeDO.VisitorCallsProc

  • RealTimeDO.VisitorTodaysOk

  • RealTimeDO.VisitorTodaysKo

  • RealTimeDO.RtLiveQueues

  • RealTimeDO.RtLiveCalls

  • RealTimeDO.RtLiveAgents

  • RealTimeDO.RtLIveStatus

  • RealTimeDO.RtAgentsRaw

  • RealTimeDO.RtCallsRaw

  • RealTimeDO.RtAggrByQueueView

  • RealTimeDO.RtAggrByTagView

  • RealTimeDO.AgentAndOutcomeView

Available blocks for QA

QA blocks available in QueueMetrics 23.09:

Allowed for: QmQaFormReport:

  • QualAssFormDO.FormStructure

  • QualAssFormDO.SectionValues

  • QualAssFormDO.Comments

Method Description

FormStructure

The data structure of specified form

SectionValues

Raw QA values for each section in forms matching the query

Comments

Comments associated to forms matching the query

Allowed for: QmQaCallsToGrade:

  • QAGradingDO.qagHeader

  • QAGradingDO.qagResults

  • QAGradingDO.qagProposals

  • QAGradingDO.qagExtendedProposals

Method Description

qagExtendedProposals

The set of calls to be graded and related information

Allowed for: QmQaFormSummary, QmQaReport:

  • QualAssDO.TrkCalls

  • QualAssDO.TrkCallsQ

  • QualAssDO.TrkCallsAgentGroup

  • QualAssDO.CallSupervs

  • QualAssDO.Res1

  • QualAssDO.Res1Q

  • QualAssDO.Res2

  • QualAssDO.Res2Q

  • QualAssDO.Res3

  • QualAssDO.Res3Q

  • QualAssDO.Res4

  • QualAssDO.Res4Q

  • QualAssDO.Res5

  • QualAssDO.Res5Q

  • QualAssDO.Res6

  • QualAssDO.Res6Q

  • QualAssDO.Res7

  • QualAssDO.Res7Q

  • QualAssDO.Res8

  • QualAssDO.Res8Q

  • QualAssDO.Res9

  • QualAssDO.Res9Q

  • QualAssDO.Res10

  • QualAssDO.Res10Q

  • QualAssDO.AgentDetail

  • QualAssDO.FormSummary

  • QualAssDO.OverallAverageFormReport

  • QualAssDO.ScoringItemsFormSummary

  • QualAssDO.NonScoringItemsFormSummary

QmQaReport

Method Description

TrkCalls

Tracked calls per agent report

TrkCallsQ

Tracked calls per queue report

CallSupervs

Supervisors tracking calls report

Res1

Section 1 (as defined in the form) calls by agent report

Res1Q

Section 1 (as defined in the form) calls by queue report

Res2

Section 2 (as defined in the form) calls by agent report

Res2Q

Section 2 (as defined in the form) calls by queue report

Res3

Section 3 (as defined in the form) calls by agent report

Res3Q

Section 3 (as defined in the form) calls by queue report

Res4

Section 4 (as defined in the form) calls by agent report

Res4Q

Section 4 (as defined in the form) calls by queue report

Res5

Section 5 (as defined in the form) calls by agent report

Res5Q

Section 5 (as defined in the form) calls by queue report

Res6

Section 6 (as defined in the form) calls by agent report

Res6Q

Section 6 (as defined in the form) calls by queue report

Res7

Section 7 (as defined in the form) calls by agent report

Res7Q

Section 7 (as defined in the form) calls by queue report

Res8

Section 8 (as defined in the form) calls by agent report

Res8Q

Section 8 (as defined in the form) calls by queue report

Res9

Section 9 (as defined in the form) calls by agent report

Res9Q

Section 9 (as defined in the form) calls by queue report

Res10

Section 10 (as defined in the form) calls by agent report

Res10Q

Section 10 (as defined in the form) calls by queue report

AgentDetail

Tracked calls details for each defined agent

QmQaFormSummary

Method Description

OverallAverageFormReport

Aggregated information for the overall specified form (scoring and not scoring questions included)

FormSummary

Aggregated information for the specified form (only scoring questions)

ScoringItemsFormSummary

Aggregated information for the specified form (only scoring questions, same as FormSummary)

NonScoringItemsFormSummary

Aggregated information for the specified form (only non scoring questions)