Total Status Duration

This data export field displays the time the agent spent in the immediately prior status. In a data export report, this field reports the same value as Status Duration. See Remarks below.

Historical Data Source	CONTACT Agent Activity
Channels
Size (bytes)	8
Filter	Total Status Duration
Dimension	None

Key to symbols

Format

Example

This data export report shows the durations spent by agent Baz Parsons in the statuses immediately prior to the statuses that caused the records to be written.

Status	Status Start Date and Time	Status Duration	Total Status Duration	Agent
Available	14/06/2018 12:08	08:35	08:35	Baz Parsons
Incoming Call Setup	14/06/2018 12:17	00:01	00:01	Baz Parsons
Incoming Call Ringback	14/06/2018 12:17	00:06	00:06	Baz Parsons
Inbound	14/06/2018 12:17	00:01	00:01	Baz Parsons
Inbound	14/06/2018 12:17	03:42	03:42	Baz Parsons
Inbound Hold	14/06/2018 12:21	01:59	01:59	Baz Parsons
Inbound	14/06/2018 12:23	06:07	06:07	Baz Parsons
Wrapup	14/06/2018 12:29	00:10	00:10	Baz Parsons
Available	14/06/2018 12:29	00:09	00:09	Baz Parsons
Lunch	14/06/2018 12:29	73:41:00	73:41:00	Baz Parsons

Remarks

The Status Duration and Total Status Duration data export fields contain identical values for a given reporting period. Both report only on the status durations that started inside the selected reporting period. The illustration below shows an agent moving between different statuses when making an outgoing call. The durations of the three statuses Outbound Call Setup, Outbound, and Wrapup, all of which started in the 1-minute reporting period, are written to both data export fields for that period.

 

	15:	37						15:		38
				Reporting period
Values in a data export report				These raw data values of 11.46, 35.59, and 20.62 seconds are written to the Status Duration AND Total Status Duration data export fields
				11.46		35.59				20.62
		Available		Outbound Call Setup		Outbound				Wrapup
Time			15:37	:10	15:37	:21	15:37	:56				15:38:	16
		10.62		11.46		35.59		14.31
Metric values in custom reports										These values are reported in a metric that aggregates on the Status Duration data export field
		0		11.46		35.59		20.62
										These values are reported in a metric that aggregates on the Total Status Duration data export field

 

A data export report for these statuses looks like this:

Status Change Date and Time	Status	Status Duration	Total Status Duration	Next Status
2019-04-04  15:37:21	Outbound Call Setup	11.458	11.458	Outbound
2019-04-04  15:37:56	Outbound	35.594	35.594	Wrapup
2019-04-04  15:38:16	Wrapup	20.622	20.622	Available

The difference in behaviour of the two fields is apparent only when they are used in aggregate-type custom metrics in custom reports. Metrics report on all durations inside the reporting period. This is why there are four values (corresponding to the four statuses) inside the 1-minute period.

For a custom metric aggregating on the Status Duration field, the durations of the first and last durations in the reporting period are truncated.

For a custom metric aggregating on the Total Status Duration field, the duration of the first status in the period is reported as 0 if that status started before the reporting period; the duration of the last status in the period is not truncated.

For the reporting period in the illustration above, the two metrics would report status duration values as shown in this custom report:

Status Description	Status Duration (agg. Status Duration)	Status Duration (agg. Total Status Duration)
Available	10.62	0
Outgoing Call Setup	11.46	11.46
Outbound	35.59	35.59
Wrapup	14.31	20.62
	71.98	67.67

Both metrics are meaningful depending on how you wish to report on the status. However, when designing custom metrics to calculate averages, or highest, or lowest values, meaningful data is shown only if you use the Total Status Duration field. This ensures that, in calculations, entire durations (irrespective of the periods in which the statuses ended) are used instead of truncated durations.