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Containers
Issue 1.0 June 2002 21
Containers
A container is a grouping of values under a common name. Containers are trees of data within an
ADU.
contactsoffered The total number of contacts received by
the queue. The number of handled
contacts is computed by IC Manager by
taking the difference between
contactsoffered and abandoned.
Media Connector
Server
id The media channel specific id of the
queue. The id must be unique for a
media channel in a specific site.
Media Connector
Server
media The type of media channel over which
the queue is receiving contacts: voice,
email, or web.
Media Connector
Server
minimumagents The fewest number of agents that should
be assigned to one queue.
Media Connector
Server
oldest The arrival time of the contact that has
been in the queue for the longest period.
Media Connector
Server
priority The priority level assigned to the queue.
It can be 1 for the highest priority down to
10 for the lowest.
Media Connector
Server
servicelevel The interval within which a queued
contact should be assigned to an agent
on the system. This time period value
varies across media channels.
Media Connector
Server
servicelevelmiss The number of contacts that were not
handled during the prescribed service
level time.
Media Connector
Server
queue_key The unique identifier for a queue, for
reporting on queue activity. This is only
set when a Queue is involved in the
routing of the segment. This is not set
when it is a direct transfer or route to an
agent, or if it is routed through Advocate.
Media Connector
Server
ttlqueuetime The period of time that contacts have
spent in the queue.
Media Connector
Server
updatetime The time of the last update to the queue. Media Connector
Server
youngest The arrival time of the contact that has
been in the queue for the shortest period.
Media Connector
Server
Field Name Description Set By
(Sheet 2 of 2)