Call Status Summary
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Call Status Summary
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The Call Status Summary Widget displays the live call statistics.
The Total Calls Connected to Agent and the Total Calls Connected to Machine are shown for the current day.
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Request
{
"Sender": "ATIRealTimeService",
"Receiver": "PerformanceMetrics_ACQ_1654268360}",
"MessageType": "CallStatusSummaryReport",
"Data": "[{\"CallState\":\"DialingInProgress\",\"CallCount\":0},{\"CallState\":\"CPA\",\"CallCount\":0},{\"CallState\":\"LiveCallsConnected\",\"CallCount\":0},{\"CallState\":\"ACW\",\"CallCount\":0},{\"CallState\":\"Queue\",\"CallCount\":0},{\"CallState\":\"Abandoned\",\"CallCount\":0},{\"CallState\":\"ConnectedToAgent\",\"CallCount\":0},{\"CallState\":\"ConnectedToMachine\",\"CallCount\":0}]",
"Time": "01/25/2022 07:44:34.315"
}Request Fields
Field | Description |
|---|---|
Sender | The client sending the packet. |
Receiver | The receiver of the packet. |
Message Type | The message type is CallStatusSummaryReport. |
Response
{
"CallState": "DialingInProgress",
"CallCount": 0
},
{
"CallState": "CPA",
"CallCount": 0
},
{
"CallState": "LiveCallsConnected",
"CallCount": 0
},
{
"CallState": "ACW",
"CallCount": 0
},
{
"CallState": "Queue",
"CallCount": 0
},
{
"CallState": "Abandoned",
"CallCount": 0
},
{
"CallState": "ConnectedToAgent",
"CallCount": 0
},
{
"CallState": "ConnectedToMachine",
"CallCount": 0
}Response Fields
Field | Description |
|---|---|
Call State | This column shows the various call states. For example, dialing in-progress, CPA in-progress, ACW, etc. |
Call Count | This column shows the call count for each call state. |
Dialing in-progress | This column shows the number of calls for which dialing is in progress. |
CPA in-progress | This is number of calls for which a Call Progress Analysis (CPA) is ongoing. |
Live calls connected | The count of calls connected to an agent. |
ACW | The count of calls that are in after-call work (ACW). |
Queue | The count of calls that are in a queue. |
Abandoned | The count of abandoned calls. |
ConnectedToAgent | The total count of calls connected to an agent. This is the total of calls connected to all agents. |
ConnectedToMachine | The total count of calls that are connected to an answering machine. |
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