EXTYPE

Last Updated : Nov 20, 2024 |
Prolog information
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Keywords:
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