Can anyone please explain the following parameters with an example scenario in the contact center. I have read the universe guide and the RAA guides to understand each of these, however, could not identify an example as to when these parameters get pegged in the report.
The report in subject is Queue Outline Report. Below are the parameters
1.Cleared Calls → Cleared calls within routing on target. In case you are using multiple targets for routing and one of them is configured as cleared.
2.Stuck calls (Under Cleared calls) → Stuck calls are considered by TServer, so you can read docs related to your specific T-Server to recognize how the stuck calls are detected
3.Others (Under Cleared calls) → For example abandoned while ringing, etc.
4.Routed Other (Under Distributed calls) → Routed to the agents/targets
5.Standard abandoned Waiting → Abandoned by customer while routing
6.Short Abandoned Waiting → Abandoned by customer while routing within configured time (for imagine 5secs)
All is common and default for CCA as well, so this is not exactly related to the GII.
You should read StatServer user guide. CCA reports can also help you understand.
You need to understand when an action happens, to do that read the metrics definition and what is a MainMask