AVAYA CMS / RT_SOCKET Data Fields
Note: One connector license is required for groups and another for agents.
Groups – RT_Socket Session 1 - Avaya report name Tvi1
- SKILL - ACD Skill ID
- WAITING - Number of calls waiting in the queue
- AVAILABLE - Number of agents available to take calls
- ASA - Average Speed to Answer
- ABNCALLS - No. abandoned calls
- OLDESTCALL - Longest current call waiting time
- ACDCALLS - No. of calls answered
- AVECALLTIME - Average call duration
- AVEABANDTIME - Average time before call abandoned
- AGINRING - No. of agents in RING state
- ONACD - No. of agents on active ACD calls
- INACW - No. of agents in ACW state
- OTHER - No. of agents in any other state
- INAUX - No. of agents in AUX state (note: this is for any AUX code)
- STAFFED - No. of agents logged in
- EWTHIGH - Estimated call wait time (high)
- EWTMEDIUM - Estimated call wait time (medium)
- EWTLOW - Estimated call wait time (low)
- DA_WAIT - Direct Agent wait time
- PCT_TSF - Service Level Achieved (percentage)
- SERVICELEVEL - Configured SLA (in seconds)
- CALLSOFFERED - No. calls offered to this skill
Agents - RT_Socket Session 2 - Avaya report name Agent_Tv
- AGENTID - Agent's login ID
- AGENTNAME - Agent name
- SPLIT - Agent split/skill
- AGENTSTATE - Agent state within current split/skill
- DIRECTION - Call direction (IN/OUT)
- TIMEINSTATE - Time in current state
- WORKSPLIT - Active split/skill
- AUXREASON - AUX reason code (if in AUX status, blank otherwise)
- AUXTIME - Time in current AUX status
- ACDCALLS - No. ACD calls handled
- ABNCALLS - No. calls abandoned whilst ringing with this agent
- ACDTIME - Total ACD call time
- ACWTIME - Total ACW time
- ABNTIME - Total time calls waited before abandoning
- HOLDTIME - Total time with call on hold
- TI_AUXTIME - Total time agent spends in all AUX status codes