|
3 | 3 | "type": "object",
|
4 | 4 | "properties": {
|
5 | 5 | "current_timestamp": {
|
| 6 | + "description": "Current timestamp at the time of the data retrieval", |
6 | 7 | "type": "integer"
|
7 | 8 | },
|
8 | 9 | "average_call_duration": {
|
| 10 | + "description": "Average duration of calls in seconds", |
9 | 11 | "type": ["null", "integer"]
|
10 | 12 | },
|
11 | 13 | "average_queue_wait_time": {
|
| 14 | + "description": "Average time callers spend waiting in the queue in seconds", |
12 | 15 | "type": ["null", "integer"]
|
13 | 16 | },
|
14 | 17 | "average_wrap_up_time": {
|
| 18 | + "description": "Average time taken by agents to complete call-related work after the call ends in seconds", |
15 | 19 | "type": ["null", "integer"]
|
16 | 20 | },
|
17 | 21 | "max_calls_waiting": {
|
| 22 | + "description": "Maximum number of calls waiting in the queue at a given time", |
18 | 23 | "type": ["null", "integer"]
|
19 | 24 | },
|
20 | 25 | "max_queue_wait_time": {
|
| 26 | + "description": "Longest wait time experienced by a caller in the queue in seconds", |
21 | 27 | "type": ["null", "integer"]
|
22 | 28 | },
|
23 | 29 | "total_call_duration": {
|
| 30 | + "description": "Total duration of all calls combined in seconds", |
24 | 31 | "type": ["null", "integer"]
|
25 | 32 | },
|
26 | 33 | "total_calls": {
|
| 34 | + "description": "Total number of calls handled", |
27 | 35 | "type": ["null", "integer"]
|
28 | 36 | },
|
29 | 37 | "total_voicemails": {
|
| 38 | + "description": "Total voicemails received", |
30 | 39 | "type": ["null", "integer"]
|
31 | 40 | },
|
32 | 41 | "total_wrap_up_time": {
|
| 42 | + "description": "Total time taken by agents for after-call tasks across all calls in seconds", |
33 | 43 | "type": ["null", "integer"]
|
34 | 44 | },
|
35 | 45 | "average_callback_wait_time": {
|
| 46 | + "description": "Average wait time before callback in seconds", |
36 | 47 | "type": ["null", "integer"]
|
37 | 48 | },
|
38 | 49 | "average_hold_time": {
|
| 50 | + "description": "Average time callers are put on hold in seconds", |
39 | 51 | "type": ["null", "integer"]
|
40 | 52 | },
|
41 | 53 | "average_time_to_answer": {
|
| 54 | + "description": "Average time taken to answer calls in seconds", |
42 | 55 | "type": ["null", "integer"]
|
43 | 56 | },
|
44 | 57 | "total_callback_calls": {
|
| 58 | + "description": "Total number of callbacks made", |
45 | 59 | "type": ["null", "integer"]
|
46 | 60 | },
|
47 | 61 | "total_calls_abandoned_in_queue": {
|
| 62 | + "description": "Total calls abandoned by callers while waiting in the queue", |
48 | 63 | "type": ["null", "integer"]
|
49 | 64 | },
|
50 | 65 | "total_calls_outside_business_hours": {
|
| 66 | + "description": "Total calls received outside normal business hours", |
51 | 67 | "type": ["null", "integer"]
|
52 | 68 | },
|
53 | 69 | "total_calls_with_exceeded_queue_wait_time": {
|
| 70 | + "description": "Total calls where wait time exceeded a defined threshold", |
54 | 71 | "type": ["null", "integer"]
|
55 | 72 | },
|
56 | 73 | "total_calls_with_requested_voicemail": {
|
| 74 | + "description": "Total calls where callers requested a voicemail", |
57 | 75 | "type": ["null", "integer"]
|
58 | 76 | },
|
59 | 77 | "total_hold_time": {
|
| 78 | + "description": "Total time callers were put on hold across all calls in seconds", |
60 | 79 | "type": ["null", "integer"]
|
61 | 80 | },
|
62 | 81 | "total_inbound_calls": {
|
| 82 | + "description": "Total incoming calls received", |
63 | 83 | "type": ["null", "integer"]
|
64 | 84 | },
|
65 | 85 | "total_outbound_calls": {
|
| 86 | + "description": "Total outgoing calls made", |
66 | 87 | "type": ["null", "integer"]
|
67 | 88 | },
|
68 | 89 | "total_textback_requests": {
|
| 90 | + "description": "Total requests for textback responses", |
69 | 91 | "type": ["null", "integer"]
|
70 | 92 | },
|
71 | 93 | "total_embeddable_callback_calls": {
|
| 94 | + "description": "Total number of calls that were callbacks from an embedded service", |
72 | 95 | "type": ["null", "integer"]
|
73 | 96 | }
|
74 | 97 | }
|
|
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