Ruby String fields

[siya]

Hi Belinda,

I would to know the mean on the fields represented by the following string

FL|1|114|0|0|28998|10|3|13|358|9|308|

What I have figure out is the following

1 = Group
114 = Calls
0 = Abandoned

I would know the rest of them.


Regards
Siya (from Stella Vista)

[Belinda Frick]

Please refer to forum post:
An explanation of the Ruby Wallboard fields

[Belinda Frick]

Flash indicators:

Code: Select all

FL|group|calls|unanswered|ring time|duration|agents|ciq|lqt|count|busy|abandoned|

Sent from Ruby to the wallboard. This is sent immediately in response to the "request indicator" packet, and Ruby usually sends this every 10 seconds. Ruby will return the totals for the specified period, defaulting to 60 minutes on startup. The wallboard can change the period of time in the "request indicator" packet.

If Calls are more than 0, the average times can be calculated using:
• average ring time = ring time / calls
• average duration = duration / calls
• abandon rate percentage = (unanswered / calls) * 100

[siya]

Hi Belinda

The problem is tat the fields are not making sense to me. I would like to explain what the numbers
in the fields represent

Below is the string I receive from Ruby

FL|1|91|0|0|21246|14|1|16|361|9|216|

(Group, Calls,Unanswered,Abandoned, CIQ, Agent, Busy) - I can process these fields with no problem.

Ring time: What does it mean. I see that this field is always zero
Duration: Duration of all the calls at any given time since the morning or at specific intervals? Is it in seconds?
Count: what does it represent and in what format
LQT: is it in seconds?From the string its 16.

NB: Ring time is always = 0 from the string, therefore I can not get a valid value for
Average Ring Time

The client what the following fields to be displayed

Service level: How do I calculate this in percentage.

Regards
Siya

[Leon van Heerden]

Hi Siya,
I originally sent Nikola a very detailed email with all the field definitions, how to make requests and basically all the protocol definitions. Do you not have access to that mail?

The Ring time is generated from the Ruby TAPI application that monitors the trunks and extensions for activity.
If a call comes into the call center and it rings on an agent's Phone, the ring time is calculated. If the call is answered by something and then transferred to the agent, the ring time is not calculated again. It they have an auto attendant that is answering the calls and then transferring it, this would cause the calls to have a 0 Ring time.

The String that you receive from Ruby containing stats, are based on the last 60 minutes by default. The the "RI" (request Info) message you can specify your own interval.
Based on the history, the accumulated duration is given.

LQT = Longest Queue Time = Seconds. This will show the duration the longest call currently in the queue has been holding. If that call leaves the queue , the value will drops the the duration of the next longest call in queue. it will be 0 if there are no call in the queue.

The FL is the Field List.
Check on the Ruby Server -> Configure -> Fields.
This list you receive, is based on the fields on that screen and the order.

The Service Level is calculated using Erlang formulas.