Descrizione Scalar
- Alessandro Rovetto
"1001": "Time when the operator has become schedulable for the ACD (with at least one associated media able to receive ACD contacts, not paused and not engaged in direct calls).",
"1002": "Time when the operator became unscheduled for the ACD (without an associated media able of receiving ACD contacts, paused or engaged in direct calls).",
"1003": "Duration of the last operator status that can be scheduled by the ACD.",
"1004": "Time when the operator became schedulable for telephone contacts.",
"1005": "Time when the operator became unscheduled for telephone contacts.",
"1006": "Duration of the last operator status that can be scheduled for telephone contacts.",
"1007": "Time when the operator became schedulable for mail type contacts.",
"1008": "Time when the operator became unscheduled for mail type contacts.",
"1009": "Duration of the last operator status that can be scheduled for mail type contacts.",
"1010": "Time when the operator became schedulable for chat contacts.",
"1011": "Time when the operator became unscheduled for chat type contacts.",
"1012": "Duration of the last schedulable operator status for chat contacts.",
"1013": "Time when the operator has become schedulable for multimedia contacts.",
"1014": "Time when the operator has become unscheduled for multimedia contacts.",
"1015": "Duration of the last schedulable operator status for multimedia contacts.",
"1101": "Number of contacts for specific operator awaiting execution.",
"1102": "Number of contacts by appointment for specific operator during call execution.",
"2001": "Number of schedulable operators for any type of contacts.",
"2002": "Number of operators that can be scheduled for telephone contacts.",
"2003": "Number of operators that can be scheduled for mail type contacts.",
"2004": "Number of schedulable operators for chat contacts.",
"2005": "Number of unscheduled operators for telephone contacts.",
"2006": "Number of schedulable operators for multimedia contacts.",
"2010": "Number of operators engaged in telephone-type contacts.",
"2011": "Number of operators engaged in email type contacts.",
"2012": "Number of operators engaged in chat type contacts.",
"2013": "Number of operators engaged in multimedia contacts.",
"2020": "Number of operators able to manage telephone contacts.",
"2021": "Number of operators able to manage mail type contacts.",
"2022": "Number of operators able to manage chat contacts.",
"2023": "Number of operators able to manage multimedia contacts.",
"2030": "Number of operators able to manage telephone contacts with audio only.",
"2031": "Number of operators able to manage telephone contacts with audio and video.",
"2032": "Number of operators capable of handling chat contacts not containing audio and video.",
"2033": "Number of operators able to manage chat contacts also containing audio.",
"2034": "Number of operators able to manage chat contacts also containing audio and video.",
"2035": "Number of operators able to manage generic multimedia contacts.",
"2080": "Number of operators preserved for non-predictive telephone contacts.",
"2090": "Maximum number of contacts that can be queued without generating the queue full event.",
"2091": "Queue full indicator.",
"2101": "Number of predictive contacts waiting to be executed.",
"2102": "Number of predictive contacts with call in progress and call execution time.",
"2103": "Number of predictive contacts during call execution.",
"2104": "Number of predictive contacts for which the call was not made due to lack of available lines.",
"2105": "Number of predictive contacts that were answered by customer.",
"2106": "Number of predictive contacts for which the customer spoke to the operator.",
"2110": "Number of failed predictive contacts (for any cause).",
"2111": "Number of predictive contacts that failed because they expired.",
"2112": "Number of predictive contacts that failed due to generic error.",
"2113": "Number of failed predictive contacts for busy destination.",
"2114": "Number of predictive contacts failed for invalid target.",
"2115": "Number of predictive contacts that failed due to customer non-response within the maximum time defined by the response timeout.",
"2116": "Number of predictive contacts failed due to telephone network problems.",
"2117": "Number of failed predictive contacts for busy telephone network.",
"2118": "Number of predictive contacts failed due to ring killing.",
"2119": "Number of predictive contacts failed due to response abatement.",
"2120": "Number of predictive contacts with Call Progress Analysis that failed due to disconnection on auto responder / voice mail.",
"2121": "Number of predictive contacts with Call Progress Analysis failed due to disconnection on FAX.",
"2130": "Estimate of schedulable agents.",
"2201": "Number of preview contacts waiting to be executed.",
"2202": "Number of preview contacts with a call in progress.",
"2203": "Number of preview contacts during call execution.",
"2204": "Number of preview contacts for which the call was not made due to lack of available lines.",
"2205": "Number of preview contacts that were answered by a customer.",
"2206": "Number of preview contacts for which the customer spoke to the operator.",
"2210": "Number of failed preview contacts (for any cause).",
"2211": "Number of preview contacts failed because they expired.",
"2212": "Number of preview contacts failed due to generic error.",
"2213": "Number of failed preview contacts for busy destination.",
"2214": "Number of failed preview contacts for invalid destination.",
"2215": "Number of preview contacts failed due to no response.",
"2216": "Number of preview contacts failed due to telephone network problems.",
"2217": "Number of failed preview contacts for busy telephone network.",
"2218": "Number of failed preview contacts due to ring killing.",
"2219": "Number of preview contacts failed due to response abatement.",
"2220": "Number of preview contacts with Call Progress Analysis failed due to disconnection on auto responder.",
"2221": "Number of preview contacts with Call Progress Analysis failed due to disconnection on FAX.",
"2301": "Total number, at queue level, of contacts by appointment per single operator during call execution.",
"2400": "For calls in callblending the value 1 of the scalar stops the execution of predictive calls to leave operators free for inbound; otherwise it is 0.",
"2401": "For calls in callblending the value 1 of the scalar stops the execution of the preview calls to leave operators free for inbound; otherwise it is 0.",
"2500": "Number of calls to be made in predictive mode according to the outbound calculation algorithm.",
"2510": "Failure percentage used in the calculation algorithms for the outbound: it is the failure percentage for the Power algorithm, while if another algorithm is adopted it is the percentage of failed calls, excluding the knocked down at answer.",
"2511": "Failure rate modifier used in outbound calculation algorithms.",
"2512": "Equivalent failure rate in Power's algorithm with which the same number of outbound calls made with the predictive algorithm currently in use is generated.",
"2521": "Number of predictive contacts that failed for any cause prior to customer response (all causes of failure except response abatement).",
"2603": "Indicator of the correct functioning of the predictive.",
"2701": "Number of preview and predictive contacts waiting to be executed.",
"2702": "Number of preview and predictive contacts with a call in progress.",
"2703": "Number of preview and predictive contacts in call execution.",
"2704": "Number of preview and predictive contacts for which the call was not made due to lack of available lines.",
"2705": "Number of preview and predictive contacts that were answered by a customer.",
"2706": "Number of preview and predictive contacts for which the customer spoke to the operator.",
"2710": "Number of failed preview and predictive contacts (for any cause).",
"2711": "Number of preview and predictive contacts failed because they expired.",
"2712": "Number of preview and predictive contacts that failed due to generic error.",
"2713": "Number of failed preview and predictive contacts for busy destination.",
"2714": "Number of failed preview and predictive contacts due to invalid destination.",
"2715": "Number of preview and predictive contacts failed due to no response.",
"2716": "Number of preview and predictive contacts failed due to telephone network problems.",
"2717": "Number of failed preview and predictive contacts for busy telephone network.",
"2718": "Number of preview and predictive contacts that failed due to being killed during the ring.",
"2719": "Number of preview and predictive contacts failed due to response abatement.",
"2720": "Number of preview and predictive contacts with Call Progress Analysis failed due to disconnection on auto responder / VoiceMail.",
"2721": "Number of preview and predictive contacts with Call Progress Analysis failed due to disconnection on FAX.",
"12001": "Number of contacts assigned to the operator.",
"12002": "Number of contacts managed by the operator.",
"12003": "Start time of the last assigned contact status for the operator.",
"12004": "End time of the last contact status assigned for the operator.",
"12005": "Duration of the last contact status assigned to the operator.",
"12006": "Type of the last contact assigned to the operator.",
"12007": "Media type of the last contact status assigned for the operator.",
"12008": "Start time of the last contact managed by the operator.",
"12009": "End time of the last contact managed by the operator (end of online + offline).",
"12010": "Duration of the last contact managed by the operator (duration of online + offline).",
"12011": "Type of the last contact managed by the operator.",
"12012": "Media type of the last contact managed by the operator.",
"12101": "Operator login time.",
"12102": "Operator login end time.",
"12103": "Start time of the last pause state for the operator.",
"12104": "End time of the last pause state for the operator.",
"12105": "Duration of the last pause state for the operator.",
"12106": "Start time of the last ACD contact free status for the operator.",
"12107": "End time of the last ACD contact free status for the operator.",
"12108": "Duration of the last ACD contact free status for the operator.",
"12109": "Logical ACD status of the operator.",
"12110": "Number of contacts managed by the operator.",
"12111": "Number of contacts proposed to the operator.",
"12112": "Number of contacts assigned to the operator.",
"12113": "Number of contacts being distributed for the operator.",
"12114": "Number of contacts online under management for the operator.",
"12115": "Number of offline contacts being managed by the operator.",
"12120": "Operator pause sub state.",
"12121": "Start time of the last pause sub-state for the operator.",
"12201": "Start time of the last phase of distribution of a contact for the operator.",
"12202": "End time of the last phase of distribution of a contact for the operator.",
"12203": "Duration of the last phase of distribution of a contact for the operator.",
"12204": "Type of the last contact being distributed to the operator.",
"12205": "Type of media relating to the last phase of distribution of a contact for the operator.",
"12206": "Start time of the last contact online.",
"12207": "End time of the last contact online.",
"12208": "Duration of the last contact online.",
"12209": "Type of the last contact on line.",
"12210": "Type of media relating to the last contact online.",
"12211": "Start time of last offline contact.",
"12212": "End time of last offline contact.",
"12213": "Duration of the last offline contact.",
"12214": "Type of the last offline contact.",
"12215": "Type of media relating to the last offline contact.",
"12220": "Time when the last available status on the media was activated for the operator.",
"12221": "Time when the last available status on the media was activated for the operator.",
"12224": "Time when the last state of not available on the media was activated for the operator.",
"12225": "Type of media on which the last unavailable status was activated for the operator.",
"12228": "Time when the last not ready state - temporarily unavailable - on the media was activated for the operator.",
"12229": "Type of media on which the operator has activated the last not ready state - temporarily not available.",
"12232": "Time when the last not ready state - forced due to no response - on the media was activated for the operator.",
"12233": "Type of media on which the last not ready status was activated for the operator - forced due to no response.",
"12236": "Time when the last state 'active' on the media was activated for the operator.",
"12237": "Type of media on which the last state 'in activity' was activated for the operator.",
"12240": "Time when the operator was last engaged on the media.",
"12241": "Type of media on which the last busy state was activated for the operator.",
"12244": "Time when the operator switched to the last reserved status on the media.",
"12245": "Type of media on which the operator has switched to the last booked status.",
"13001": "Number of contacts in the queue.",
"13002": "Number of operators logged in.",
"13003": "Number of paused operators.",
"13005": "Waiting time in queue for the last contact who left the queue (for any reason).",
"13006": "Time of entry into the queue of the contact from the longest waiting time.",
"13011": "Time when the last queued contact entered the queue.",
"13012": "Priority level of the last queued contact.",
"13013": "Type of the last queued contact.",
"13014": "Media type of the last queued contact.",
"13021": "Queue time of the last contact removed from the queue.",
"13022": "Waiting time for the last contact removed from the queue.",
"13023": "Priority level of the last contact removed from the queue.",
"13024": "Type of last contact removed from queue.",
"13025": "Media type of the last contact removed from the queue.",
"13026": "Time the last contact passed to operator left the queue.",
"13027": "Waiting time in queue for the last contact passed to operator.",
"13028": "Priority level of the last contact passed to operator.",
"13029": "Type of last contact passed to operator.",
"13030": "Media type of the last contact passed to operator.",
"13031": "Time when the last contact exited the queue due to abandonment.",
"13032": "Waiting time in queue for the last contact ended due to abandonment.",
"13033": "Priority level of the last contact terminated due to abandonment.",
"13034": "Type of last contact terminated due to abandonment.",
"13035": "Type of media on which the last contact ended due to abandonment.",
"13036": "Time when the last dissuaded contact left the queue.",
"13037": "Waiting time in queue for the last dissuaded contact.",
"13038": "Priority level of the last dissuaded contact.",
"13039": "Type of the last dissuaded contact.",
"13040": "Media type of the last dissuaded contact.",
"13041": "Time of the last contact online handled by an operator associated to the queue.",
"13042": "Duration of the last online contact handled by an operator associated to the queue.",
"13044": "Type of last online contact.",
"13045": "Media type of the last online contact.",
"13046": "Time of the last offline contact handled by an operator associated to the queue.",
"13047": "Duration of the last offline contact handled by an operator associated to the queue.",
"13049": "Type of last offline contact.",
"13050": "Media type of the last offline contact.",
"13060": "Estimated time to wait in the queue before switching to operator.",
"13061": "Difference between the number of operators in the Logged in state and the number of contacts in the queue.",
"13062": "Total number of contacts that came online.",
"13063": "Total number of contacts that have gone online.",
"13064": "Total number of contacts currently online.",
"13065": "Average of the estimated waiting times in the queue before switching to the operator, calculated on the last X samples.",
"13066": "Total number of contacts that went offline.",
"13067": "Total number of contacts that went offline.",
"13068": "Total number of contacts currently offline.",
"30100": "Maximum queue size.",
"30101": "Queue load.",
"30102": "Waiting time for the contact entered in the queue for the longest time.",
"30103": "Number of contacts distributed to operator.",
"30104": "Number of contacts abandoned by queued customers (including abandoned during operator distribution).",
"30105": "Number of de-queued contacts.",
"30106": "Number of dissuaded contacts.",
"30107": "Number of queued contacts.",
"30108": "Percentage of contacts distributed to operator out of the total queued.",
"30109": "Number of contacts abandoned during distribution to operator.",
"30110": "Number of abandoned contacts in queue (excluding abandoned during distribution time to the operator).",
"30111": "Number of scheduled contacts.",
"30112": "Percentage of contacts distributed to operator on the total number of schedules.",
"30113": "Number of calls distributed to operator.",
"30114": "Number of calls abandoned by queued customers (including abandoned during distribution time to the operator)).",
"30115": "Number of calls de-queued.",
"30116": "Number of calls dissuaded.",
"30117": "Number of queued calls.",
"30118": "Number of calls abandoned during operator distribution time.",
"30119": "Number of abandoned calls in queue (excluding abandoned calls during distribution time to the operator).",
"30120": "Number of chats distributed to operator.",
"30121": "Number of chats abandoned by queued customers (including abandoned during distribution time to the operator).",
"30122": "De-queued number of chats.",
"30123": "Number of chats dissuaded.",
"30124": "Number of chats queued.",
"30125": "Number of chats abandoned during distribution time to the operator).",
"30126": "Number of abandoned chats in queue (excluding abandoned chats during distribution time to the operator).",
"30127": "Number of calls in the queue.",
"30128": "Number of chats in queue.",
"30129": "Queue time of the longest waiting call.",
"30130": "Waiting time for the longest queued call.",
"30131": "Time of entry into the chat queue for the longest waiting time.",
"30132": "Longest waiting time for chat queue.",
"30133": "Percentage of calls abandoned out of total queues.",
"30134": "Percentage of abandoned chats out of the total queues.",
"30135": "Number of emails queued.",
"30136": "Number of emails distributed to operator.",
"30137": "Number of de-queued emails.",
"30138": "Number of emails in the queue.",
"30139": "Time of entry into the queue for the longest waiting email contact.",
"30140": "Longest waiting time for the email contact in the queue.",
"30141": "Number of multimedia contacts queued.",
"30142": "Number of multimedia contacts distributed to operator.",
"30143": "Number of de-queued multimedia contacts.",
"30144": "Number of multimedia contacts in queue.",
"30145": "Queue time of the multimedia contact that has been waiting for the longest time.",
"30146": "Longest waiting time for the multimedia contact in the queue.",
"30147": "Average waiting for abandoned calls.",
"30148": "Waiting for abandoned media chats.",
"30149": "Average chat offline time for the queue over the last X seconds.",
"30150": "Average email handling time for the queue over the last X seconds.",
"30151": "Average time for handling multimedia contacts for the queue in the last X seconds.",
"30200": "Number of contacts not answered in time by the operator.",
"30201": "Operator load.",
"30202": "Total operator login time.",
"30203": "Sum of all operator conversation times since login, excluding current.",
"30204": "Average state duration 'in distribution' for ACD contacts.",
"30205": "Average online status for ACD contacts.",
"30206": "Average length of offline state for ACD contacts.",
"30208": "Duration of the contact's current online state for the operator.",
"30209": "Duration of the contact's current offline state for the operator.",
"30210": "Duration of the current pause state for the operator.",
"30211": "Total time in which the operator has been schedulable for the ACD (free from ACD contacts or direct calls).",
"30212": "Duration of the current operator status that can be scheduled by the ACD (free from ACD contacts or direct calls).",
"30213": "Sum of all operator WAC times, excluding current.",
"30214": "Total offline time for chat contacts.",
"30215": "Total offline time for email type contacts.",
"30216": "Sum of all pause times of the operator, excluding the current.",
"30217": "Total login time without pause (including current login).",
"30218": "Sum of all talk times of an operator, including the current.",
"30219": "Sum of all operator WAC times, including the current.",
"30220": "Average operator idle time over the last X seconds.",
"30221": "Total login time, excluding pause time, of all operators in a queue (including current login).",
"30222": "Total telephone WAC time of all operators in a queue (including current WAC).",
"30223": "Average telephone WAC time of all operators in a queue in the last X seconds.",
"30224": "Average idle time across all queue operators over the last X seconds.",
"30225": "Start time of idle state for the agent of the queue that has finished handling the last ACD contact for the longest time.",
"30226": "Start time of the schedulable status from the ACD for the operator that has become schedulable for the longest time.",
"30227": "Number of login hours of all queue operators, excluding pause times and including the current login time.",
"30228": "Correction factor to be applied to AgentsSchedTelephony to account for operators working for more than one queue.",
"30229": "Scalar for managing distribution to agent categories.",
"30300": "Average time to wait for queued contacts.",
"30301": "Number of contacts left in the queue for less than 20 seconds.",
"30302": "Number of contacts remaining in the queue for less than 40 seconds.",
"30303": "Number of contacts left in queue for more than 40 seconds.",
"30304": "Percentage of contacts queued for less than 20 seconds out of total queued.",
"30305": "Percentage of contacts queued for less than 40 seconds out of total queued.",
"30306": "Percentage of contacts queued for more than 40 seconds of the total queued.",
"30307": "Percentage of contacts abandoned out of the total queued.",
"30308": "Total working time of all queue operators online.",
"30310": "Number of times the operator has become temporarily unavailable on the media.",
"30311": "Number of contacts remaining in the queue for less than 30 sec.",
"30312": "Number of contacts remaining in the queue for less than 60 sec.",
"30313": "Number of contacts remaining in the queue for less than 90 sec.",
"30314": "Number of contacts left in queue for less than 120 sec.",
"30315": "Number of contacts left in the queue for more than 120 sec.",
"30316": "Percentage of contacts queued for less than 30 seconds out of total queued.",
"30317": "Percentage of contacts queued for less than 60 seconds out of total queued.",
"30318": "Percentage of contacts queued for less than 90 seconds out of total queued.",
"30319": "Percentage of contacts queued for less than 120 seconds out of total queued.",
"30320": "Percentage of contacts queued for more than 120 seconds out of the total queued.",
"30321": "Maximum waiting time in queue between all contacts that have been queued up to now.",
"30322": "Average operator pause duration.",
"30323": "Minimum duration of a contact's online phase.",
"30324": "Maximum duration of the online phase of a contact.",
"31001": "Number of active calls in IVR for the service.",
"31002": "Time of entry of the last call on the service in IVR.",
"31003": "Exit time of the last call from the service in IVR.",
"31004": "IVR navigation duration of the last call in the IVR service.",
"31005": "Time of the last abandonment in the IVR service.",
"31006": "Duration of IVR navigation of the last call that left the IVR service.",
"31007": "Time of the last call abatement in the IVR service.",
"31008": "Duration of IVR navigation of the last call that received an abatment by the service.",
"31009": "Time of the last call transfer from the IVR service.",
"31010": "Duration of IVR navigation of the last call that was transferred from the IVRservice.",
"31100": "Number of calls that have entered the IVR service since the beginning of the day.",
"34100": "Number of predictive contacts that were answered by customers in the last X seconds (default: 15 min.).",
"34101": "Number of predictive contacts that failed in the last X seconds for any cause of failure (default: 15 min.).",
"34102": "Number of predictive contacts killed on response in the last X seconds (default: 15 min.).",
"34103": "Average number of operators who went into Logged in state in the last X seconds (default: 3 min.).",
"34104": "Average number of operators who have become schedulable for telephone contacts in the last X seconds (default: 3 min.).",
"34105": "Average time to abandon.",
"34106": "Number of predictive contacts with outcomes that should not be counted in the call algorithm in the last X seconds (default: 15 min.).",
"34107": "Average working time of all queue operators online.",
"34108": "Average talk time for all queue operators.",
"34109": "Percentage of failed predictive contacts out of the total number of attempts made in the last X seconds.",
"34110": "Average duration of contacts managed by the operator (duration of online + offline).",
"34112": "Average time of state that can be scheduled by the ACD among all queue operators in the last X seconds.",
"34113": "Percentage of predictive contacts killed on response.",
"35000": "Number of predictive contacts passed to operator in the last X seconds (default: 10 min.).",
"35001": "Number of predictive contacts killed on the ring or on response in the last X seconds (default: 10 min.).",
"35002": "Total number of failed predictive contacts in the last X seconds (default: 10 min.) For busy destination.",
"35003": "Total number of predictive contacts failed (generic error, invalid target, Call Progress Analysis error) in the last X seconds (default: 10 min.).",
"35004": "Total number of predictive contacts that failed due to no response in the last X seconds (default: 10 min.).",
"36000": "Total number of agents in Logged In state and Paused state.",
"36001": "Percentage of operators engaged in telephone-type ACD contacts out of the total of agents in Logged In status and on hold.",
"36002": "Number of contacts distributed to operator in the last X seconds (default: 15 min.).",
"36003": "Number of contacts queued in the last X seconds (default: 15 min.).",
"36004": "Percentage of contacts distributed out of the total queued in the last X seconds.",
"36005": "Percentage of contacts currently online out of the total number of operators.",
"36006": "Average time to wait for queued contacts in the last X seconds.",
"36007": "Average abandon time last X seconds.",
"36008": "Max wait time last X seconds.",
"36009": "Average job duration time.",
"36010": "Queued jobs report on free agents.",
"36011": "Number of contacts scheduled in the last X seconds.",
"36012": "Percentage of contacts distributed on the total number of schedules in the last X seconds.",
"40000": "Index used by the prerouter for weighted distribution.",
"40001": "Index used by the prerouter for proportional distribution.",
"40002": "Flag used by the prerouter to force the congestion of a queue.",
"41004": "Index used by the prerouter to recognize usable agents.",
"41005": "Index used by the prerouter to recognize agents that are no longer usable.",
"41100": "Threshold level to apply to the schedule start time of UNKNOWN level agents.",
"41101": "Threshold level to apply to the schedule start time of GOLD level agents.",
"41102": "Threshold level to apply to the schedule start time of SILVER level agents",
"41103": "Threshold level to apply to the schedule start time of BRONZE level agents.",
"50000": "Skill Model 1.",
"50001": "Skill Model 2.",
"50002": "Skill Model 3.",
"50010": "Gold - Silver - Bronze.",
"55000": "Skill knowledge of English.",
"60002": "Sample Scalar.",
"60003": "Sample Scalar.",
"60004": "Sample Scalar.",
"64000": "Prerouting rule followed for the last distributed contact.",
"64001": "Number of contacts transferred from global queue to teleseller queue by choice of type 1.",
"64002": "Number of contacts transferred from global queue to teleseller queue by choice of type 2.",
"64003": "Number of contacts transferred from global queue to teleseller queue by choice of type 3.",
"64004": "Number of contacts de-queued from the prerouting queue due to overflow.",
"64008": "Time of the last overflow de-queuing.",
"64009": "Time of the last de-queuing for overtime.",
"64010": "Number of contacts de-queued from the prerouting queue due to overflow.",
"64011": "Number of contacts de-queued from the prerouting queue due to overtime.",
"64012": "Number of contacts de-queued from the prerouting queue due to overflow.",
"64016": "Number of contacts transferred from the prerouter.",
"64017": "Number of contacts lost due to congestion.",
"64020": "Time of entry into the system of the last inbound call.",
"64021": "Number of calls entered into the system.",
"64022": "Time of entry into the system of the last inbound call after hours.",
"64023": "Number of calls entered the system after hours.",
"64026": "Number of contacts transferred from prerouter to queue in the last quarter of an hour",
"64027": "Number of contacts lost due to congestion.",
"64030": "Time of entry into the system of the last call received for which the customer did not make any choice in the IVR.",
"64031": "Time of entry into the system of the last call received for which the customer made the choice of key 1 in the IVR.",
"64032": "Time of entry into the system of the last call received for which the customer made the choice of key 2 in the IVR.",
"64033": "Time of entry into the system of the last call received for which the customer made the choice of key 3 in the IVR.",
"64034": "Time of entry into the system of the last call for which the customer did not make any choice in the IVR, sent in callback.",
"64035": "Time of entry into the system of the last call for which the customer made key choice 1 in the IVR, sent in callback.",
"64036": "Time of entry into the system of the last call for which the customer made key choice 2 in the IVR, sent in callback.",
"64037": "Time of entry into the system of the last call for which the customer made key choice 3 in the IVR, sent in callback.",
"64038": "Time of entry into the system of the last out of hours call, sent in callback.",
"64040": "Number of calls for which the customer made no choice in the IVR.",
"64041": "Number of calls for which the customer made key choice 1 in the IVR.",
"64042": "Number of calls for which the customer made key choice 2 in the IVR.",
"64043": "Number of calls for which the customer selected key 3 in the IVR.",
"64044": "Number of calls sent in callback for which the customer did not make any choice in the IVR.",
"64045": "Number of calls sent in callback where the customer has made key choice 1 in the IVR.",
"64046": "Number of calls sent in callback for which the customer made key choice 2 in the IVR.",
"64047": "Number of calls sent in callback for which the customer made key choice 3 in the IVR.",
"64048": "Number of out of hours calls sent in callback.",
"64049": "Total number of calls sent in callback.",
"64100": "Number of scheduled calls per callBack generated by overtime.",
"64101": "Number of queued calls per callBack generated by overtime.",
"64102": "Number of scheduled calls per callBack generated by overflow.",
"64103": "Number of queued calls per callBack generated by overflow.",
"65000": "Number of contacts with positive outcome for the operator.",
"65001": "Number of contacts with negative outcome for the operator.",
"65002": "Number of contacts with outcome not useful for the operator.",
"65003": "Number of contacts with operator recall outcome.",
"65004": "Total useful contacts for the operator.",
"65005": "Total number of successful contacts divided by the time worked.",
"65010": "Contact management end time in easyCIM with positive outcome.",
"65011": "Contact management end time in easyCIM with negative outcome.",
"65012": "Contact management end time in easyCIM with no useful outcome.",
"65013": "Contact management end time in easyCIM with recall outcome.",
"65050": "At each positive outcome per operator it is set to 1 by easyCIM; used as a trigger to increase the value of the NumUtilPosA (easyCIM) scalar.",
"65051": "At each negative useful outcome per operator it is set to 1 by easyCIM; used as a trigger to increase the value of the NumUtilNegA (easyCIM) scalar.",
"65052": "For each outcome not useful for the operator it is set to 1 by easyCIM; used as a trigger to increase the value of the NumNonUtilA (easyCIM) scalar.",
"65053": "At each call outcome for operator it is set to 1 by easyCIM; used as a trigger to increase the value of the NumRichiamiA (easyCIM) scalar.",
"65100": "Number of contacts with positive outcome (easyCIM).",
"65101": "Number of contacts with negative outcome (easyCIM).",
"65102": "Number of contacts with no useful outcome (easyCIM).",
"65103": "Number of contacts with recall outcome (easyCIM).",
"65104": "Total number of successful contacts (easyCIM).",
"65105": "Total number of contacts with non-useful and useful (positive and negative) outcome (easyCIM).",
"65110": "Contact management end time in easyCIM with positive outcome.",
"65111": "Contact management end time in easyCIM with negative outcome.",
"65112": "Contact management end time in easyCIM with no useful outcome.",
"65113": "Contact management end time in easyCIM with recall outcome.",
"65120": "Total number of contacts with useful and non-useful outcome divided by the time worked.",
"65121": "Total number of successful contacts divided by the time worked.",
"65122": "Number of contacts with a positive outcome out of the total number of contacts (contacts with an unsuccessful outcome and with a positive and negative outcome).",
"65125": "Total number of contacts with useful and non-useful outcome divided by the number of hours worked.",
"65126": "Number of contacts with positive outcome divided by the number of hours worked.",
"65150": "At each positive outcome on the queue it is set to 1 by easyCIM; used as a trigger to increase the value of the NumUtiliPosQ scalar.",
"65151": "At each negative useful result on the queue it is set to 1 by easyCIM; used as a trigger to increase the value of the NumUtiliNegQ scalar.",
"65152": "At each not useful result on the queue it is set to 1 by easyCIM; it is used as a trigger to increase the value of the NumNonUtiliQ scalar.",
"65153": "At each queue call result it is set to 1 by easyCIM; it is used as a trigger to increase the value of the NumRichiamiQ scalar.",
"65223": "Percentage of contacts with a positive outcome out of the total number of contacts (contacts with an unsuccessful outcome and with a positive and negative outcome) (easyCIM).",
"65224": "Total number of schedulable agents and agents engaged in telephone contacts.",
"65225": "Total number of agents logged in and paused.",
"70060": "Index for use by the pre-routing algorithm.",
"90101": "Support scalar for calculating the QueueLoad scalar on the global queue.",
"90108": "Support scalar for computing ServiceLevel scalar on global queue.",
"90112": "Support scalar for computing PRVServiceLevel scalar on global queue.",
"90223": "Support scalar for calculating AvgOfflineTelJobDur scalar on global queue.",
"90300": "Support scalar for calculating the AverageWaitTime scalar on the global queue.",
"90304": "Support scalar for computing the Queued20Perc scalar on the global queue.",
"90305": "Support scalar for computing the Queued40Perc scalar on the global queue.",
"90307": "Support scalar for calculating the AbandonedPerc scalar on the global queue.",
"90316": "Support scalar for computing the Queued30Perc scalar on the global queue.",
"90317": "Support scalar for computing the Queued60Perc scalar on the global queue.",
"90318": "Support scalar for computing the Queued90Perc scalar on the global queue.",
"90319": "Support scalar for computing the Queued120Perc scalar on the global queue.",
"90320": "Support scalar for computing the QueuedOver120Perc scalar on the global queue.",
"93060": "Support scalar for calculating the EstimatedWaitTime scalar on the global queue.",
"94105": "Support scalar for calculating AvgAbandonTime scalar on global queue.",
"94107": "Support scalar for calculating AvgOnlineJobDur scalar on global queue.",
"96001": "Support scalar for computing the AgentsJobsTelephonyPerc scalar on the global queue.",
"96004": "Support scalar for computing the ServiceLevelRecently scalar on the global queue.",
"96012": "Support scalar for calculating PRVServiceLevelRecently scalar on the global queue."