EXTYPE

Last Updated : Nov 20, 2024 |

The EXTYPE item is included in the following database tables:

Agent exception table

The type of exception that occurred. Valid values for EXTYPE in the agent exception table are:

Value

Type

1

Time available

2

Minimum time on an inbound ACD call

3

Maximum time on an inbound ACD call

4

Time in ACW

5

Time on an outbound ACW call

6

Time on an inbound ACW call

7

Time in AUX work

8

Time on an outbound AUX call

9

Time on an inbound AUX call

10

Number of outbound ACW calls per agent

11

Number of inbound ACW calls per agent

12

Number of outbound AUX calls per agent

13

Number of inbound AUX calls per agent

14

Login identification

15

Time the ACD call spent on hold

16

Number of ACD calls placed on hold

17

Number of ACD calls abandoned while on hold

18

Minimum time on an outbound ACD call

19

Maximum time on an outbound ACD call

20

Number of calls transferred

21

Time on an external outbound ACW call

22

Time on an external outbound AUX call

23

Time on a direct agent call

24

Number of external outbound ACW calls per agent

25

Number of external outbound AUX calls per agent

26

Time an ACD call spends ringing

27

Multiple logins on same extension

28

Ringing call was automatically redirected from the agent

29

Agent logged out with active or held calls

30

Number of calls in the direct agent queue

31

Time the call waited in the direct agent queue

32

Number of calls that abandoned from the direct agent queue

34

Number calls that outflowed from the direct agent queue

38

Number of calls that the agent transferred

48

Logout attempt without a valid reason code

49

Agent could not be logged in

59

AUX attempt without a valid reason code

60

Time in AUX with a reason code of 0 (default)

61

Time in AUX with a reason code of 1

62

Time in AUX with a reason code of 2

63

Time in AUX with a reason code of 3

64

Time in AUX with a reason code of 4

65

Time in AUX with a reason code of 5

66

Time in AUX with a reason code of 6

67

Time in AUX with a reason code of 7

68

Time in AUX with a reason code of 8

69

Time in AUX with a reason code of 9

98

Agent denied login to some skills

99

Invalid call work code

101–199

Time in AUX with reason codes of 10–99

  • Values are assigned consecutively. For example: 101 for Time in AUX with a reason code of 37, 102 for Time in AUX with a reason code of 38, and so on.

Split/skill exception table

The type of exception that occurred. Valid values for EXTYPE in the split/skill exception table are:

Value

Type

30

Number calls waiting

31

Time the call waited in queue

32

Number of calls that abandoned

33

Number of intraflowed-in calls

34

Number of intraflowed-out calls

35

Number interflowed-out calls

36

Number of calls that were offered while the queue was full

37

Number of calls handled as backup

38

Number calls that were transferred

39

Average speed of answer in seconds

40

Rolling average speed of answer in seconds

41

EWT for TOP priority calls

42

EWT for HIGH priority calls

43

EWT for MED priority calls

44

EWT for LOW priority calls

Trunk group exception table

The type of exception that occurred. Valid values for EXTYPE are:

Value

Type

50

Minimum time the trunk was in use

51

Maximum time the trunk was in use

52

Number of trunks in use

53

Time that any trunk was in the maintenance busy state

54

Number of trunks that are in the maintenance busy state

55

Length of time that all trunks are busy

56

Number of trunk failures in the trunk group

57

Number failures on a single trunk

58

Audio difficulty on a trunk

VDN exception table

The type of exception that occurred. Valid values for EXTYPE in the VDN exception table are:

Value

Type

2

Minimum time at an agent

3

Maximum time at an agent

30

Number of calls in an ACD split queue

32

Number of calls that abandoned while in vector processing

33

Number of calls that flowed into the VDN

34

Number of calls that flowed out of the VDN

35

Number of calls that interflowed out of the VDN

37

Number of calls that were handled by a backup split

71

Maximum time that is spent in vector processing

72

Number calls that were forced busy

73

Number of calls that were disconnected

74

Number of unsuccessful lookahead attempts

75

Adjunct routing was attempted

76

Rolling average speed of answer

Vector exception table

The type of exception that occurred. Valid values for EXTYPE in the vector exception table are:

Value

Type

30

Number of calls in an ACD split/skill queue

32

Number of calls that abandoned while in the vector

72

Number of calls that were forced busy

73

Number calls that were disconnected

74

Number unsuccessful lookahead interflow, BSR, and NCR attempts

75

Number of unsuccessful adjunct routing attempts

81

Maximum time that is spent in the vector