Datastudio interacts with the Data's source through queries:
Here are the available metrics to employ in a query:
| Branch | Metric | Description | ||
| Agents | Log in | Log in (state) | Log in (state) | Current Log state of the agent |
| Log in | Log in | Last Count + Time for Logged In agents | ||
| Max Count + Time for Logged In agents | ||||
| Min Count + Time for Logged In agents | ||||
| Readiness | Readiness | Current Readiness state of the agent | ||
| Ready | Ready | Last Count +Times for agents that are ready | ||
| Max Count +Times for agents that are ready | ||||
| Min Count +Times for agents that are ready | ||||
| Not Ready | Not Ready | Last Count + Times for agents that are not ready | ||
| Max Count + Times for agents that are not ready | ||||
| Min Count + Times for agents that are not ready | ||||
| Not Ready Reason | Not Ready Reason | Not Ready reason for the agents that are Not Ready | ||
| State | Agent state | Current state of the agent | ||
| Busy | Busy | Last Count +Times for agents that are busy | ||
| Max Count +Times for agents that are busy | ||||
| Min Count +Times for agents that are busy | ||||
| Idle | Idle | Last Count +Times for agents that are idle | ||
| Max Count +Times for agents that are idle | ||||
| Min Count +Times for agents that are idle | ||||
| Agent Preview | Agent Preview | Last Count +Times for agents that are in the preview state | ||
| Max Count +Times for agents that are in the preview state | ||||
| Min Count +Times for agents that are in the preview state | ||||
| Agent Wrapup | Agent Wrapup | Last Count +Times for agents that are in the wrapup state | ||
| Max Count +Times for agents that are in the wrapup state | ||||
| Min Count +Times for agents that are in the wrapup state | ||||
| Signed | Signed | Current signed state of the agent | ||
| Signed in | Signed in | Last count for agents that are signed in | ||
| Max count for agents that are signed in | ||||
| Min count for agents that are signed in | ||||
| Signed out | Signed out | Last count for agents that are signed out | ||
| Max count for agents that are signed out | ||||
| Min count for agents that are signed out | ||||
| Available | Available(state) | Current available state of the agent | ||
| Available | Last count + time for available agents | |||
| Max count + time for available agents | ||||
| Min count + time for available agents | ||||
| Help | Help | Last count + time for agent help | ||
| Max count + time for agent help | ||||
| Min count + time for agent help | ||||
| Extension | Extension | Current extension of the agent | ||
| Current interaction | Campaign name | Campaign name | Current campaign of the agent interaction | |
| Interaction type | Interaction type | Current interaction type of the agent interaction | ||
| Contact | Contact | Current contact of the agent interaction | ||
| Interaction | Alert | Alert | Times from alerting | |
| Hold | Hold | Times from holding | ||
| Talk | Talk | Times from talking | ||
| Agent waiting | Agent waiting | Time for agents that are waiting (Available + Alerting) | ||
| IVR&Queue Outcome | Handled | Handled | Number of Handled interactions | |
| Abandoned | Abandoned | Number of Abandoned interactions | ||
| Overflow | Overflow | Number of interactions in Overflow | ||
| Rejected | Rejected | Number of Rejected interactions | ||
| Queue | Queue | Last Count + Times of the interactions in the queue | ||
| Max Count + Times of the interactions in the queue | ||||
| Min Count + Times of the interactions in the queue | ||||
| IVR | IVR | Last Count + Times of the interactions in the queue | ||
| Max Count + Times of the interactions in the queue | ||||
| Min Count + Times of the interactions in the queue | ||||
| Simultaneous interactions | Simultaneous interactions | Last count and max current count of the number of interactions being handled | ||
| Preview | Preview | Last Count + Times for agents that are previewing | ||
| Max Count + Times for agents that are previewing | ||||
| Min Count + Times for agents that are previewing | ||||
| Wrapup | Wrapup | Last Count + Times for agents that are in Wrapup | ||
| Max Count + Times for agents that are in Wrapup | ||||
| Min Count + Times for agents that are in Wrapup | ||||
| Media Outcome | Media Outcome | Count for the media outcomes | ||
| Dialer State | Power | Dialer State: Power | Current number of interactions in Dialer State: Power | |
| Routing | Dialer State: Routing | Current number of interactions in Dialer State: Routing | ||
| Predictive | Dialer State: Predictive | Current number of interactions in Dialer State: Predictive | ||
| Parked | Dialer State: Parked | Current number of interactions in Dialer State: Parked | ||
| Retention | Dialer State: Retention | Current number of interactions in Dialer State: Retention | ||
| Nuisance Ratio | Nuisance Ratio | Result of the formula for Nuisance ratio | ||
| Campaign | Campaign current state | Campaign current state | The current state of the campaign | |
| Campaign Type | Campaign Type | The type of the campaign | ||
| Service level metric | Total SL | Total SL | Result of the Service Level Formula in the Campaign. All interaction Types are considered. | |
| Call SL | Call SL | Result of the Service Level Formula in the Campaign. Call interaction Types are considered. | ||
| IM SL | IM SL | Result of the Service Level Formula in the Campaign. IM interaction Types are considered. | ||
| Email/Data/Socia Media SL | Email/Data/Socia Media SL | Result of the Service Level Formula in the Campaign. Email and Data and Socia Media interaction Types are considered. | ||
| Sessions | Business Outcome | Business Outcome | Count for the business outcomes | |
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