Cisco Unified Contact Center Enterprise Reporting User ...

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1)First Published: June 18, 2014

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C O N T E N T S

P r e f a c e Preface xi

Change History xi

About This Guide xi

Audience xii

Organization of This Guide xii

Related Documents xii

Documentation and Support xiii

Field Alerts and Field Notices xiii

Documentation Feedback xiii

Conventions xiii

C H A P T E R 1 Cisco Unified Intelligence Center 1

Introduction to Cisco Unified Intelligence Center 1

Stock Reports 1

Customize Report Templates 2

C H A P T E R 2 Generate and Manage Reports 3

Report Manager 3

Run a Report 5

Report Viewer 6

Historical And Real-Time Report Viewer 6

Report Summary Rows 7

C H A P T E R 3 Filter Data 9

Types of Filters 9

Configure a Date Range Filter 10

Configure a Value List or Collection Filter 11

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1) iii

Configure Advanced Filters 12

C H A P T E R 4 Schedule a Report 15

Introduction to the Report Scheduler 15

Create a Schedule for a Report 16

Configure a Scheduled Report to Be Sent by Email 17

Configure a Report to Be Posted to a Remote Location 18

C H A P T E R 5 Dashboards 19

The Dashboard Feature 19

Create a Dashboard 19

Add an Item to a Dashboard 19

Run a Slideshow 21

C H A P T E R 6 Permalinks 23

The Permalink Feature 23

Create a Permalink for a Dashboard 23

Create a Permalink to a Report 24

C H A P T E R 7 View Help 25

Get Help on Cisco Unified Intelligence Center 25

Get Help on a Report 25

C H A P T E R 8 All Fields Historical 27

Agent Historical All Fields 28

Available Fields in the Agent Historical All Fields Grid View 28

Current Fields in the Agent Historical All Fields Grid View 28

Agent Not Ready Detail 31

Available Fields in the Agent Not Ready Detail Grid View 32

Current Fields in the Agent Not Ready Detail Grid View 32

Agent Precision Queue Historical All Fields 33

Available Fields in the Agent Precision Queue Historical All Fields Grid View 33

Current Fields in the Agent Precision Queue Historical All Fields Grid View 34

Agent Queue Interval 37

Current Fields in the Agent Queue Interval Grid View 38

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1)iv

Contents

Agent Skill Group Historical All Fields 41

Available Fields in the Agent Skill Group Historical All Fields Grid View 42

Current Fields in the Agent Skill Group Historical All Fields Grid View 42

Agent Team Historical All Fields 46

Available Fields in the Agent Team Historical All Fields Grid View 46

Current Fields in the Agent Team Historical All Fields Grid View 47

Call Type Abandon/Answer Distribution Historical 49

Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View 50

Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View 50

Call Type Historical All Fields 53

Available Fields in the Call Type Historical All Fields Grid View 53

Current Fields for the Call Type Historical All Fields Grid View 54

Call Type Queue Interval All Fields 58

Available Fields in the Call Type Queue Interval All Fields Grid View 59

Current Fields in the Call Type Queue Interval All Fields Grid View 59

Call Type Skill Group Historical All Fields 61

Available Fields in the Call Type Skill Group Historical All Fields Grid View 61

Current Fields in the Call Type Skill Group Historical All Fields Grid View 61

Enterprise Service Historical All Fields 63

Available Fields in the Enterprise Service Historical All Fields Grid View 63

Current Fields in the Enterprise Service Historical All Fields Grid View 63

Enterprise Skill Group Historical All Fields 65

Available Fields in the Enterprise Skill Group Historical All Fields Grid View 65

Current Fields in the Enterprise Skill Group Historical All Fields Grid View 66

IVR Ports Performance Historical 69

Available Fields in the IVR Ports Performance Historical Grid View 69

Current Fields in the IVR Ports Performance Historical Grid View 70

Peripheral Service Historical All Fields 70

Available Fields in the Peripheral Service Historical All Fields Grid View 71

Current Fields in the Peripheral Service Historical All Fields Grid View 71

Peripheral Skill Group Historical All Fields 73

Available Fields in the Peripheral Skill Group Historical Grid View 73

Current Fields In the Peripheral Skill Group Historical Grid View 73

Precision Queue Abandon Answer Distribution Historical 78

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1) v

Contents

Available Fields in the Precision Queue Abandon-Answer Distribution Historical Grid

View 79

Current Fields in the Precision Queue Abandon-Answer Distribution Historical Grid

View 79

Precision Queue Efficiency 80

Available Fields in the Precision Queue Efficiency All Fields Grid View 81

Current Fields in the Precision Queue Efficiency All Fields Grid View 81

Precision Queue Efficiency Drill Down 82

Precision Queue Interval All Fields 83

Available Fields in the Precision Queue Interval All Fields Grid View 83

Current Fields in the Precision Queue Interval All Fields Grid View 83

Skill Group Abandon-Answer Distribution Historical 88

Available Fields in the Skill Group Abandoned-Answer Distribution Historical Grid

View 89

Current Fields in the Skill Group Abandoned-Answer Distribution Historical Grid

View 89

C H A P T E R 9 All Fields Real Time 93

Agent Precision Queue Membership 93

Available Fields in the Agent Precision Queue Membership Grid View 94

Current Fields in the Agent Precision Queue Membership Grid View 94

Agent Queue Real Time 94

Available Fields in the Agent Queue Real Time Grid View 95

Current Fields in the Agent Queue Real Time Grid View 95

Agent Real Time 99

Available Fields in the Agent Real Time Grid View 99

Current Fields in the Agent Real Time Grid View 100

Agent Skill Group Real Time 101

Available Fields in the Agent Skill Group Real Time Grid View 102

Current Fields in the Agent Skill Group Real Time Grid View 102

Agent State Real Time Graph 105

Agent Team Real Time 106

Available Fields in the Agent Team Real Time Grid View 106

Current Fields in the Agent Team Real Time Grid View 107

Agent Team State Counts Real Time 109

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Available Fields in the Agent Team State Counts Real Time Report 109

Current Fields in the Agent Team State Counts Real Time Report 110

Call Type Real Time 112

Available Fields in the Call Type Real Time Grid View 112

Current Fields in the Call Type Real Time Grid View 112

Enterprise Skill Group Real Time 114

Available Fields in the Enterprise Skill Group Real Time Grid View 115

Current Fields in the Enterprise Skill Group Real Time Grid View 115

Peripheral Service Real Time All Fields 118

Available Fields in the Peripheral Service Real Time All Fields Grid View 119

Current Fields in the Peripheral Service Real Time All Fields Grid View 119

Peripheral Skill Group Real Time All Fields 121

Available Fields in the Peripheral Skill Group Real Time All Fields Grid View 121

Current Fields in the Peripheral Skill Group Real Time All Fields Grid View 121

Precision Queue Real Time All Fields 125

Available Fields in the Precision Queue Real Time All Fields Grid View 126

Current Fields in the Precision Queue Real Time All Fields Grid View 126

Precision Queue Step Real Time 129

Available Fields in the Precision Queue Step Real Time Grid View 129

Current Fields in the Precision Queue Step Real Time Grid View 129

System Capacity Real Time 130

C H A P T E R 1 0 Outbound Historical 135

Attempts per Campaign Daily 135

Campaign Consolidated Daily 139

Campaign Consolidated Half Hour 144

Campaign Half Hour Summary 149

Dialer Call Result Summary Half Hour 155

Dialer Capacity Daily 158

Dialer Capacity Half Hour 159

Import Rule 161

Query Rule Within Campaign Daily 162

Query Rule Within Campaign Half Hour 166

C H A P T E R 1 1 Outbound Real Time 175

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1) vii

Contents

Call Summary Count per Campaign Real Time 175

Dialer Real Time 179

Import Status Real Time 181

Query Rule Within Campaign Real Time 182

C H A P T E R 1 2 Transitional Historical 187

Agent Attendance Historical 187

Agent Skill Historical 189

Agent Summary Historical 191

Agent Team Historical 194

Agent Team Attendance Historical 197

Call Type Skill Group Historical 199

Skill Historical 201

Skill Call Profile Historical 204

Skill Summary Historical 205

Agent Login/Logout Historical 207

Agent Not Ready Historical 209

Agent State Trace Historical 211

Agent Team Not Ready Historical 213

C H A P T E R 1 3 Transitional Real Time 217

Agent Real Time 217

Agent Team Real Time 219

Call Type 221

Call Type Real Time 221

Call Type Today Real Time 222

Skill Group Not Ready 224

Skill Group Not Ready Detail Real Time 224

Skill Group Not Ready Real Time 225

Skill Group Status 226

Skill Group Agent Status Real Time 226

Skill Group Real Time Status 228

Skill Group Status Graphical Real Time 229

Skill Status 230

Skill Status Agent Real Time 230

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1)viii

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Skill Status Real Time 232

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1) ix

Contents

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1)x

Contents

Preface

• Change History, page xi

• About This Guide, page xi

• Audience, page xii

• Organization of This Guide, page xii

• Related Documents, page xii

• Documentation and Support, page xiii

• Field Alerts and Field Notices, page xiii

• Documentation Feedback, page xiii

• Conventions, page xiii

Change HistoryThis table lists changes made to this guide and when those changes were made.

DateChange

June 2014Initial release of document for 10.5(1).

Corrected the descriptions for % Occupancy and%Occupancy Without WrapTime fields.

Included details about the availability of 10 attributesper precision queue.

About This GuideThe Cisco Unified Contact Center Enterprise Reporting User Guide describes how to generate and interpretCisco Unified Intelligence Center reports for Unified Contact Center Enterprise (Unified CCE) deployments.

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1) xi

This guide also provides detailed information about each of the report templates available for use in UnifiedCCE deployments.

AudienceThis guide is intended for users who use Cisco Unified Intelligence Center to run reports. The user can generatereports, filter data in a report, and schedule a report.

This guide is written with the understanding that your system has been deployed by a partner or serviceprovider who has validated the deployment type, virtual machines, and database and has verified that yourcontact center can receive and send calls.

Organization of This GuideContentSection

Describes how to use Cisco Unified IntelligenceCenter to generate, filter, and manage reports.

Chapters 1 - 7: Cisco Unified Intelligence Center

Provides detailed reference information on each reporttemplate available for Unified CCE deployments.

Chapters 8 - 13: UnifiedContact Center EnterpriseReport Template Reference

Related DocumentsTable 1: Unified CCE documents and resources

LinkDocument or resource

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_documentation_roadmaps_list.html

Cisco Unified Contact Center EnterpriseDocumentation Guide

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_general_information.html

Cisco.com site for Unified CCE documentation

http://docwiki.cisco.com/wiki/Unified_Contact_Center_Enterprise

Doc Wiki for Unified CCE

Table 2: Cisco Unified Intelligence Center documents and resources


http://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html

Cisco.com site for Cisco Unified Intelligence Center

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1)xii

PrefaceAudience










http://developer.cisco.com/web/ccrDevelopers' Forum for the Cisco UnifiedIntelligence Center

Documentation and SupportTo download documentation, submit a service request, and find additional information, see What's New inCisco Product Documentation at: http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.

You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updatesdirectly to an RSS reader on your desktop. The RSS feeds are a free service. Cisco currently supports RSSVersion 2.0.

Field Alerts and Field NoticesNote that Cisco products may bemodified or key processes may be determined important. These are announcedthrough use of the Cisco Field Alert and Cisco Field Notice mechanisms. You can register to receive FieldAlerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profileto receive announcements by selecting all products of interest.

Log into www.cisco.com; then access the tool at: http://www.cisco.com/cisco/support/notifications.html

Documentation FeedbackTo provide comments about this document, send an email message to the following address:[email protected]

We appreciate your comments.

ConventionsThis document uses the following conventions:

DescriptionConvention

Boldface font is used to indicate commands, such as user entries, keys, buttons,and folder and submenu names. For example:

• Choose Edit > Find.

• Click Finish.

boldface font

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1) xiii

PrefaceDocumentation and Support

http://developer.cisco.com/web/ccr

http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html

http://www.cisco.com/cisco/support/notifications.html

mailto: [email protected]

DescriptionConvention

Italic font is used to indicate the following:

• To introduce a new term. Example: A skill group is a collection of agentswho share similar skills.

• For emphasis. Example: Do not use the numerical naming convention.

• A syntax value that the user must replace. Example: IF (condition, true-value,false-value)

• A book title. Example: See the Cisco Unified Contact Center EnterpriseInstallation and Upgrade Guide.

italic font

Window font, such as Courier, is used for the following:

• Text as it appears in code or that the window displays. Example:<html><title>Cisco Systems,Inc. </title></html>

window font

Angle brackets are used to indicate the following:

• For arguments where the context does not allow italic, such as ASCII output.

• A character string that the user enters but that does not appear on the windowsuch as a password.

< >

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1)xiv

PrefaceConventions

C H A P T E R 1Cisco Unified Intelligence Center

• Introduction to Cisco Unified Intelligence Center, page 1

• Stock Reports, page 1

• Customize Report Templates, page 2

Introduction to Cisco Unified Intelligence CenterCisco Unified Intelligence Center is a reporting platform for the users of Cisco Contact Center products.

As a reporting user, you can use Unified Intelligence Center to perform these tasks:

• Create and view reports

• Filter data in a report

• Schedule reports to run at selected intervals

• Create and view dashboards

• View permalinks for reports and dashboards

Stock ReportsThe following report bundles are available as stock reports for Cisco Unified Intelligence Center:

• Realtime and Historical Transitional templates - Introductory templates designed for new users. Thesetemplates are simplified versions of the All Fields templates, and are similar to templates available inother contact center solutions.

• Realtime and Historical All Fields templates - Templates that provide data from all fields in a database.These templates are most useful as a basis for creating custom reports, and include templates for precisionqueue routing data.

• Realtime and Historical Outbound templates - Templates for reporting on Outbound Option activity.Import these templates if your deployment includes Outbound Option.

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1) 1

• Realtime and Historical Cisco SocialMiner templates - Templates for reporting on SocialMiner activity.Import these templates if your deployment includes SocialMiner.

• Cisco Unified Intelligence Center Admin Security templates - Templates to report on Cisco UnifiedIntelligence Server audit trails, permissions, and template ownership.

The report bundles are available as downloads from Cisco.com. Click the Intelligence Center Reports linkon the downloads page (http://software.cisco.com/download/type.html?mdfid=282163829&catid=null).Depending on how it was deployed, your installation of Unified Intelligence Center may include all or a subsetof these reports. Additionally, sample custom report templates are available from the Cisco Developer Network(http://developer.cisco.com/web/ccr/documentation.)

For information on importing report bundles or custom reports, see the Cisco Unified Intelligence CenterReport Customization Guide at http://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html.

Customize Report TemplatesYou can modify existing report templates or create custom reports templates if you find that the stock reporttemplates do not meet your reporting needs. For example, you might create a custom report template to viewdata from the Route_Call_Detail table or Termination_Call_Detail table. While these tables provide detaileddata for calls, in some cases, standard (stock) report templates do not retrieve data from them due to performanceimpact.

You might also customize an existing report template to monitor a department's activity and performance, bycreating a collection with objects from only that department.

See the Cisco Unified Intelligence Center Report Customization Guide at http://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html for directions on customizing report templates.

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1)2

Cisco Unified Intelligence CenterCustomize Report Templates

http://software.cisco.com/download/type.html?mdfid=282163829&catid=null

http://developer.cisco.com/web/ccr/documentation





C H A P T E R 2Generate and Manage Reports

• Report Manager, page 3

• Run a Report, page 5

• Report Viewer, page 6

• Report Summary Rows, page 7

Report ManagerUse the Unified Intelligence Center Report Manager to view the location of reports and the hierarchy of thefolders where the reports reside. You can do the following:

• Create new folders and subfolders (called categories and subcategories respectively in the user interface)to organize your reports.

• Export an entire folder along with all the reports in it.

You can perform the following actions in the Report Manager:

Table 3: Report Manager

DescriptionActions

Report level actions

Runs a report.Run

Directs to the Report Scheduler (Create a Schedule for a Report, on page 16)page so that you can schedule the report to run at a later time or at regular intervals.

Schedule

Display the Report Editor.

For more information about report editor, see theCisco Unified Intelligence CenterReport CustomizationGuide available here: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.

Edit


http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html


DescriptionActions

Save a copy of the report with a different name.

The reporting users do not have permission by default to createsub-category under Reports category in Cisco Unified Intelligence Center.Contact your administrator to get permissions.

Note

When you save a report, the report description should not contain thefollowing special characters: parentheses pair (( )), angle bracket (>),forward slash (/), question mark (?) and any executable scripts likeJavaScript. Also, the text should not start with a quote (") or quotationmark (' ).

Note

Save As

Display the available views. You can either create a new view or edit existingviews.

You can create or edit views only if you have the WRITE permissions.

For more information about editing views, see the Cisco UnifiedIntelligence Center Report Customization Guide available here: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.

Note

Edit Views

Export a report, including online help and localization files, to your computer.This can be useful when you need to import the report into another IntelligenceCenter System, for example from a Lab to a Production system.

A Report Designer with Write permissions can export a custom report.

If you export a folder, all the reports in the folder areexported.

You cannot export stock reports.

Note

Export

Delete a folder or a report.

You cannot delete a stock folder or a stockreport.

Note

Delete

Sub-category level actions

Create a subfolder.

Applicable to Root level folder aswell.

Note

Create Sub-category

Delete a folder or a report.

You cannot delete a stock folder or a stockreport.

Note

Delete

Rename a folder or a report.

You cannot rename a stock folder or a stockreport.

Note


Note

Rename


Generate and Manage ReportsReport Manager



DescriptionActions

Create a new report in the selected folder.

Stock reports are reports supported by Cisco. The stock reports can be copied andthese copied versions can be edited.

For more information, see the Cisco Unified Intelligence Center ReportCustomizationGuide available here: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.


Note

Create Report

Set execute/write permissions for the folder.

For more information on permissions, see the Cisco Unified Intelligence CenterReport CustomizationGuide available here: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.

Permissions

Export a folder or a report to your computer.

For more information about export, see the section 'Export reports, reportdefinitions, and categories' in the Cisco Unified Intelligence Center ReportCustomizationGuide available here: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.

A Report Designer with Write permissions can export a custom report.

If you export a folder, all the reports in the folder areexported.

Note

Export

Import an existing Unified Intelligence Center report and store it on this instanceof Unified Intelligence Center.

For more information on permissions, see the Cisco Unified Intelligence CenterReport CustomizationGuide available here: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.

Applicable to all folder levels (root, sub-category, andreport).

Note

Import Report

Refresh the Report Manager.

Applicable to all folder levels (root, sub-category, andreport).

Note

Refresh

Run a ReportProcedure

Step 1 In the Reports tab, select the report that you want to run.Step 2 Choose the filters for your report.


Generate and Manage ReportsRun a Report









If the report designer has selected to bypass the filter dialog on the Report Editor page, the reportwill be generated. If the report designer does not select to bypass the filter dialog, selecting a reportto view opens the Filters page for that report.

Note

Step 3 Click Run.The generated report displays in the Report Viewer page. See Report Viewer, on page 6.

Report ViewerWhen you run a report, it displays in the Report Viewer. Its content varies, based on which view (datapresentation) of a report is selected—a grid, a chart, or a gauge. You can change the report view on this page.

Historical And Real-Time Report ViewerThe Cisco Unified Intelligence Center Historical and Real-time Report Viewer allows you to do the following:

• Filter data in a report

• Change the view of a report from a grid to a graph or a chart

You can select only from the views that are currently available for a report.Note

• Edit the current view

To edit the current view or create a new view for a report, see the Cisco UnifiedIntelligence Center Report Customization Guide available here: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.

Note

• Refresh a report

• Print a report

• Export a report

• View the SQL query that was used to generate a report

• View help for the report


Generate and Manage ReportsReport Viewer



The following figure shows an example of a Historical and Real-time report viewer.

Figure 1: Historical and Real-Time Report Viewer

Report Summary RowsMany reports have one or several Summary rows. These summaries are enabled in the Grouping page of grideditor and show the footer values for the fields. You configure these values in the footer for each report columnin the Report Definition.

These footer values can be:

• None (blank)Footer values can be blank, for example, when a summary metric is not applicable or it is illogical tosummarize the value when the data is null, and for intervals in certain call type reports, which areconfigured values.

• Avg (average of all items in the column)Examples are percentages and the average length of time associated with the value the column represents.

• Sum (total of the values in the column)

• Count (total of all items in the column)

• Min (minimum value in the column)

• Custom (calculation derived from a custom formula that was applied to the footer value)


Generate and Manage ReportsReport Summary Rows


Generate and Manage ReportsReport Summary Rows

C H A P T E R 3Filter Data

• Types of Filters, page 9

• Configure a Date Range Filter, page 10

• Configure a Value List or Collection Filter, page 11

• Configure Advanced Filters, page 12

Types of FiltersYou can choose between two filter types: Basic Filters and Advanced Filters.

• Basic Filters—The Basic Filters tab allows you to filter report data based on the key criteria fields definedfor a report. For more information about configuring a date range filter, value list or collection filters,see the following:

• Configure a Date Range Filter, on page 10

• Configure a Value List or Collection Filter, on page 11

• Advanced Filters—The Advanced Filters tab allows you to filter report data for all the fields that areavailable in the report. For more information about configuring a filter for a plain text or a decimal field,see the following:

◦Configure Advanced Filters, on page 12

See the Cisco Unified Intelligence Center Report Customization Guide for moreinformation about how to apply filter criteria for new filters to suit individual needs.

Note


Configure a Date Range FilterBasic Filters Tab is used to configure the date range filter.

Figure 2: Date Range Filter

Procedure

Step 1 To view the Filter page, click a report.Step 2 Select the type of date range. The available options are:

• Relative Date Range--The options available here are predefined. Using the Relative Date Rangedrop-down list, select from Today, Yesterday, This Week, Last Week, This Month, Last Month, Yearto Date, or Last Year.

• CheckOnly show results that are within a specific time period to check or uncheck days. By default,all days of the week are checked. This check box only appears if one of the following is selected in theRelative Date Range drop-down menu: This Week, Last Week, This Month, Last Month, Year to Date,or Last Year. If you do not check this box, the report shows all values from 12:00 a.m. of the first datein your range through 11:59 p.m. of the last date in the range.

• Absolute Date Range--Click the calendar icon to select the Start Date and End Date.

• Check Only show results that are within a specific time period to enter a start and end time. If youdo not check this box, the report shows all values from 12:00 a.m. of the first date in your range through11:59 p.m of the last date in the range.

• CheckOnly show results that are on certain days of the week to check/uncheck days. By default, alldays of the week are checked.

• Check the Only show results that are within a specific time period check box if you want to viewdata that is available during specific periods of time. This time interval will be applied to each day thatyou select in the previous step. The default time interval is 12:00 a.m to 11:59 p.m.


Filter DataConfigure a Date Range Filter

This option is available only if the time interval that you selected in Step 1 spans more than a day.

This option is also not available for reports that are based on the query type Anonymous Block. Formore information about query types, see theCisco Unified Intelligence Center Report CustomizationGuide available here: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.

Note

Step 3 Click Run.

Configure a Value List or Collection FilterBasic Filters Tab is used to configure the date range filter value lists or collections. A collection is apre-configured group of values.

Refresh List is enabled in the Filter page only if the user has permissions to the key criteria fields.Note

Figure 3: Collection Filter

Procedure

Step 1 To view the Filter page, click a report.Step 2 Select the collection or value list from the Choose Collection or Choose Value List box.

Search for a value or collection using the Searchbox.

Tip


Filter DataConfigure a Value List or Collection Filter


The items in the collection or value list appear in the Available list.

Step 3 Select an item from the Available list and move it to the Selected list.Step 4 You can repeat the search and add to the list of the selected items. You can also multi-select collections or

values.Step 5 Click Run.

Configure Advanced FiltersYou can use Advanced Filters Tab to filter on any field in the report. Based on the field type (date, numericor string), different operators are available. For example, you may filter on calls in queue for greater then 2minutes, or on all agents in the hold state to filter out the less important information.

You can perform the same procedure to filter a plain text or a decimal field.Note

Figure 4: Advanced Filters

Procedure

Step 1 To view the Filter page, generate a report, and then click Filter. To view the Advanced Filters, select theAdvanced Filters tab.

Step 2 Select a field.Step 3 Click Edit to indicate any value or a filtered value.Step 4 Select Filter according to the following criteria.

Filter criteria depend on the field type (Date, Decimal, Value List, String, or Boolean).


Filter DataConfigure Advanced Filters

• For type Date, click Edit to specify any value or to filter by selecting either Relative Date Range orAbsolute Date Range. For both Relative and Absolute date ranges, you can indicate a specific timeperiod and certain days of the week.

• For type Decimal, click Edit to specify any value or to select an Operator from Equal To, Not EqualTo, Less Than, Less Than or Equal To, or Greater Than and then entering a value; for example, Operator= Greater Than and Value = 16.5.

• For type String, click Edit to specify any value or to filter by selecting an Operator from Equal To, NotEqual To, or Matches Pattern and then enter a value for the string; for example, Operator = MatchesPattern and Value = Team Green.If you select Pattern as the Operator, you must specify an SQL pattern to match the string field. Thesystem appends the wild card character % automatically to the beginning and end of the string. You canalso use any SQL wild card pattern in between the string.

• For type Boolean, click Edit to specify any value or to filter by selecting an Operator and then selectingTrue or False.

• If the advanced filter field is a Value List, click Edit to specify any value or to filter by moving one,all, or some items in the list to the Selected column.

Step 5 Using the Operator drop-down list, select the criteria.If you selectMatches the pattern operator, you can use anyMicrosoft SQLwildcard pattern to filterthe data. The wildcard character% is added to the beginning and end of every string that is used tofilter the data.

Note

Step 6 In the Value field, enter a value against which the data in the field will be filtered.Step 7 Click Run.



C H A P T E R 4Schedule a Report

• Introduction to the Report Scheduler, page 15

• Create a Schedule for a Report, page 16

• Configure a Scheduled Report to Be Sent by Email, page 17

• Configure a Report to Be Posted to a Remote Location, page 18

Introduction to the Report SchedulerUse the Scheduler to schedule, generate, and email reports.

Figure 5: The Report Scheduler

Use the Schedule List to view, edit, and run a scheduled report.

You can schedule reports in any one of the following ways:

• Create a scheduled report to present on a dashboard

• Automatically email reports


• Save reports to a remote location

Create a Schedule for a ReportFollow these steps to create a scheduled report for a dashboard:

Some reports can be scheduled to run automatically within a dashboard. For example, an interval reportcan be run every 30 minutes to capture today's activity up to the prior interval.

Note

Procedure

Step 1 In the Scheduler, click Create.Step 2 In the General Settings tab, enter a Schedule Name for the scheduled report.Step 3 Using the Reports drop-down menu, select a report.Step 4 Check the Set Filter check box to configure the filters. To use the default filter, do not check the check box.

You cannot schedule a report that does not have a filter.

Step 5 Click the Set filtering criteria link to go to the filter configuration page.See Types of Filters, on page 9 for moreinformation.

Note

Step 6 In the Duration section, click the calendar icon to select the Start Date and check No End Date, or use thecalendar icon toEnd Date.

Step 7 In the Recurrence section, specify the frequency of the scheduled report. Choose from one of the followingoptions:

• Once—Specify the time of day for the single occurrence.

• Daily—Specify a number for recurrence of days; for example, every four days.

•Weekly—Specify the number of weeks and the days of the week you want the scheduled report to berun.

•Monthly—Select a day of the month and specify the number of months that you want the scheduledreport to run.

Use Last to specify the last day of themonth.

Note

In the Frequency section, specify the number of times the report should run on the scheduled days.

Themaximum frequencywith which you can schedule a report is once every fiveminutes.Note

Step 8 Click Save.


Schedule a ReportCreate a Schedule for a Report

Configure a Scheduled Report to Be Sent by EmailIn the Scheduler, click the Email tab to set up a schedule to email a scheduled report.

Before You Begin

Configure the email server in the Administration Console. Contact the administrator for assistance or see theCisco Unified Intelligence Center Administration Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/tsd-products-support-series-home.html.

Procedure

Step 1 In the Email Distribution field, click Add, and enter the recipient email address.Repeat Step 1 to add multiplerecipients.

Tip

Email page validation occurs when the email ID is entered in the 'email distribution' field. No validationis performed if there is no email ID entered in the 'email distribution' field.

Note

Step 2 Using the Email View drop-down menu, select the view of the report that you want to email.Only grid views can bescheduled.

Note

Step 3 In the Email Subject field, enter text for the subject line.Step 4 Using the File Type drop-down menu, select the type of file. Choose one of the following:

• INLINE HTML—Sends the report in HTML format.

◦The historical report has an upper limit of 8000 rows.

◦The real-time report has an upper limit of 3000 rows.

• XLS—Sends the report as a Microsoft Excel file attachment.

◦The historical report has an upper limit of 8000 rows.

◦The real-time report has an upper limit of 3000 rows.

• PDF—Sends the report as a PDF file attachment.

PDF attachments have the following limitations:

◦The generated PDF has either landscape or portrait orientation. Landscape orientation is the defaultsetting.

◦The generated PDF uses standard font sizes: 10 pixels for landscape orientation and 8 pixels forportrait orientation. The PDF bypasses the font size set in grid view editor to keep the font outputprinter-friendly.

PDF supports images only in the HTTPformat.

Note

◦The generated PDF retains rows which fit within the page for the selected orientation. Columnsthat do not fit within the page are truncated.


Schedule a ReportConfigure a Scheduled Report to Be Sent by Email

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/tsd-products-support-series-home.html

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/tsd-products-support-series-home.html

◦Only 1000 rows are supported for a PDF file attachment. An email message is sent if the scheduledreport exceeds 1000 rows.

◦The generated PDF does not support word-wrap for columns. In case of larger text, you cancustomize the column width in the grid editor to avoid overlaps. However, note that this mightreduce the number of columns shown in the PDF.

Step 5 Click Save.

Configure a Report to Be Posted to a Remote LocationIn the scheduler, click the Save to Remote Location tab to post a report.

Procedure

Step 1 In the Protocol drop-down list, select SFTP to establish secure connection to the remote location.Step 2 In the Report View drop-down list, select the view of the report to be posted.Step 3 In the Host field, enter the IP address of the remote location.Step 4 Enter a Port number for the SFTP.

The default port number used is22.

Note

Step 5 Enter a User name for the host.Step 6 Enter a Password for the host.Step 7 In the Directory Path field, enter the location on the host to save your .csv file to.Step 8 Click Save.


Schedule a ReportConfigure a Report to Be Posted to a Remote Location

C H A P T E R 5Dashboards

• The Dashboard Feature, page 19

• Create a Dashboard, page 19

• Add an Item to a Dashboard, page 19

• Run a Slideshow, page 21

The Dashboard FeatureA dashboard is a unique feature of Cisco Unified Intelligence Center that lets you display multiple objects,such as a web page, certain widgets, and reports, in a consolidated view.

Create a DashboardBefore You Begin

Follow these steps to create a dashboard.

Procedure

Step 1 Select the Dashboards tab.Step 2 On the Dashboards tab, right-click the folder where you want to place the dashboard, and select Create

Dashboard.Step 3 Name the dashboard in the Create Dashboard window.Step 4 Assign permissions to users, and click OK.

Add an Item to a DashboardYou can add the following items to a dashboard:


• Report: Display an existing report on the dashboard.

• Schedule: Display a scheduled report on the dashboard.

• URL: Display a web page on the dashboard.

• Sticky Note: Add sticky notes to the dashboard.

• Custom Widgets: Add custom widgets to the dashboard.

Figure 6: Widgets on the Dashboard

Follow these steps to add items to the Dashboard.

Procedure

Step 1 Click the Dashboards drawer.Step 2 Click the dashboard that you want to add items to.

You can also create a dashboard and add items to it. See Create a Dashboard, on page19.

Note

Step 3 On the dashboard, click Add.Step 4 In the Title box, enter the name of the item.Step 5 From the Type drop-down list, select the type of item that you want to add.Step 6 In the Size section, define the width and height of the item in pixels. (This step is optional.)Step 7 In the Position section, define how far the item will be placed from the left side and from the top of the

dashboard. (This step is optional.)Step 8 In the Dashboard Item Content section, define the dashboard item that you selected in Step 5.

To display a report:

a) Click the arrows to navigate through the folders to the report that you want to display on the dashboard.b) Select the report.


DashboardsAdd an Item to a Dashboard

c) Select which view of the report you want.d) Click OK.To display a scheduled report:

a) Select the schedule from the Schedule box.You can search for the schedule using the Search schedulebox.

Note

b) Click OK.To display a URL:

a) In the URL box, enter the address of the web page that you want to display on the dashboard.b) Click OK.To display a custom widget:

a) In the Content box, enter Java code of the widget that you want to show on the dashboard.b) Click OK.To display a Sticky Note:

a) In the Content box, enter the content for the sticky note or leave the box blank.b) Click OK.

Run a SlideshowUse the Slideshow feature to view the dashboard items that you added in a new window.

Follow these steps to use the slideshow feature:

Procedure

Step 1 Click Slideshow in the toolbar. This launches the slideshow in a new window.You can run a slideshow if a dashboard has only one item but you will not notice a change.Note

Step 2 Perform the following actions to start, stop, pause, and set the interval for the slideshow.

• Play—Starts the slideshow.

• Pause—Temporarily pauses the slideshow.

• Stop—Stops the slideshow and returns to the dashboard.

• Set Interval—Opens a dialog box where you can set the interval, in seconds, for the slideshow.The minimum interval is 1 and the maximum is900.

Note


DashboardsRun a Slideshow


DashboardsRun a Slideshow

C H A P T E R 6Permalinks

• The Permalink Feature, page 23

• Create a Permalink for a Dashboard, page 23

• Create a Permalink to a Report, page 24

The Permalink FeaturePermalinks in Cisco Unified Intelligence Center are permanent hyperlinks that are generated by default for adashboard when you create one. These hyperlinks enable access to casual users of contact center informationwithout the need to log in or navigate within Intelligence Center. Permalinks may also be used to embedcontact center reports in other dashboards.

Create a Permalink for a DashboardUnified Intelligence Center supports the following types of permalinks for reports:

• Excel Link: This permalink is generated only for a grid view.

• Html Link: This permalink is generated for a grid view, gauge view, and chart view.

• XML Link: This permalink is generated only for a grid view. It is used where the data is required inXML format.

Dashboard permalinks are available only in Html format.Note

The permalink to a dashboard is created when you create the dashboard. To retrieve the permalink for adashboard, follow these steps:


Procedure

Step 1 Click Dashboards in the left pane.Step 2 Navigate to a dashboard.Step 3 Right-click the dashboard, and select Html Link.Step 4 Copy the Html Link. This is the permalink to the dashboard.Step 5 Check the Enable Unauthenticated Access check box if you want the permalink to be accessible without

authentication. (To force permalink users to log in, uncheck the check box.)Permalinks work in the unauthenticated mode when you check the Enable Unauthenticated Accesscheck box.

Note

Step 6 Click OK.

Create a Permalink to a ReportPermalinks are permanent hyperlinks that Cisco Unified Intelligence Center generates when you create a viewfor the report.

Procedure

Step 1 Click the Reports drawer in the left pane.Step 2 Navigate to a particular report.Step 3 Right-click the report, and select Edit Views.Step 4 Select a view, and click Links.Step 5 Check the Enable Unauthenticated Access check box if you want the permalink to be accessible without

authentication. (To force permalink users to log in, uncheck the check box.)Permalinks work in the unauthenticated mode when you check the Enable Unauthenticated Accesscheck box.

Note

Step 6 Copy the hyperlink that you want and paste it in the desired browser.


PermalinksCreate a Permalink to a Report

C H A P T E R 7View Help

• Get Help on Cisco Unified Intelligence Center, page 25

• Get Help on a Report, page 25

Get Help on Cisco Unified Intelligence CenterTwo types of help are available for a report in Cisco Unified Intelligence Center:

• Application-specific help: This help content explains how to use Unified Intelligence Center in general.

• Report-specific help: This help content explains how to use the report itself. The help can describe thefields or provide details of the relationship between or among the fields, or it can explain how to interpretthe data in the report. Report-specific help is available only if it has been created for the report. To learnmore about how to attach help to a report, see theCisco Unified Intelligence Center Report CustomizationGuide available here: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.

To get help on Cisco Unified Intelligence Center, go to the tab on which you need help. Context-sensitivehelp is available in the upper right corner of the window; click the question mark for content-specific details.

Get Help on a ReportTo get help on a report, follow these steps.

Procedure

Step 1 Generate a report. See Run a Report, on page 5.Step 2 In the top right corner, click Help.Step 3 In the drop-down list, select Template Help.

The help content that is bundled with the report opens in a separate browser window.




View HelpGet Help on a Report

C H A P T E R 8All Fields Historical

• Agent Historical All Fields, page 28

• Agent Not Ready Detail, page 31

• Agent Precision Queue Historical All Fields, page 33

• Agent Queue Interval, page 37

• Agent Skill Group Historical All Fields, page 41

• Agent Team Historical All Fields, page 46

• Call Type Abandon/Answer Distribution Historical, page 49

• Call Type Historical All Fields, page 53

• Call Type Queue Interval All Fields, page 58

• Call Type Skill Group Historical All Fields, page 61

• Enterprise Service Historical All Fields, page 63

• Enterprise Skill Group Historical All Fields, page 65

• IVR Ports Performance Historical, page 69

• Peripheral Service Historical All Fields, page 70

• Peripheral Skill Group Historical All Fields, page 73

• Precision Queue Abandon Answer Distribution Historical, page 78

• Precision Queue Efficiency, page 80

• Precision Queue Efficiency Drill Down, page 82

• Precision Queue Interval All Fields, page 83

• Skill Group Abandon-Answer Distribution Historical, page 88


Agent Historical All FieldsThe Agent Historical All Fields report presents a historical view of the activity of selected agents, showingeach agent's skill groups, completed tasks, and agent state times.

Query: This report data is built from an Anonymous Block type query.

Views: This report has only a grid view.

Grouping: This report is grouped and sorted by agent name and then by skill group.

Value List: Agents

Database Schema Tables from which data is retrieved:

• Agent

• Agent_Skill_Group_Interval

• Skill_Group

• Person

• Media_Routing_Domain

• Agent_Interval

• Precision_Queue

Available Fields in the Agent Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current.

In addition to the fields that appear by default as Current, most Available fields in this report are derived fromthe Agent_Interval and Agent_Skill_Group_Interval tables.

The Handled field is derived from CallsHandled in the Agent_Skill_Group_Interval table.

Handled is the number of inbound calls that were answered and have completed wrap-up by agents in theskill group during the interval.

TheWrap Time field is a calculated field derived from: Agent_Skill_Group_Interval.WorkNotReadyTime+ Agent_Skill_Group_Interval.WorkReadyTime.

Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up onincoming and outgoing tasks in the interval.

Current Fields in the Agent Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template. You canchange them.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.


All Fields HistoricalAgent Historical All Fields

DescriptionColumn (Field)

The last name and first name of the agent.

This field is a calculated field, derived from: Person.LastName + ", " + Person.FirstName.

Agent Name

The agent skill group's enterprise name.

Derived from: Skill_Group.EnterpriseName.

Skill Group Name

The date and time of the selected row's data in MM/DD/YYYY (month, day, year) andHH:MM:SS (hours, minutes, seconds) format.

Derived from: Agent_Interval.DateTime.

DateTime

COMPLETED TASKS

The number of inbound calls that were answered and have completed wrap-up by agents in theskill group during the interval.

Derived from: Agent_Skill_Group_Interval.CallsHandled.

Handled

The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS(hours, minutes, seconds).

This field is a calculated field, derived from:

Agent_Skill_Group_Interval.HandledCallsTime/Agent_Skill_Group_Interval.CallsHandled.

AHT

The number of incoming calls to this agent that were placed on hold in the interval.

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

Held

The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in theinterval, for all incoming calls that included hold time.


Agent_Skill_Group_Interval.IncomingCallsOnHoldTime/Agent_Skill_Group_Interval.IncomingCallsOnHold.

Avg Hold

For voice: the total number of calls that were abandoned while the agent's phone was ringing.

For non-voice: the total number of tasks that were abandoned while being offered to an agent.

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

Aban Rings

The number of tasks that left the agent's phone or terminal that were redirected to another dialednumber because of no answer in the interval.

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

RONA

The number of Unified ICM routed calls to the agent that were abandoned while the call wason hold and the number of paused tasks that the agent ended in the interval.

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

Aban Hold


All Fields HistoricalCurrent Fields in the Agent Historical All Fields Grid View


The number of incoming calls that were transferred to this agent from other agents within thesame peripheral that did not go to IVR for queuing in the interval. This value is updated whenthe agent completes the call.

For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates whenthe call that was blind transferred to an IVR is subsequently transferred to another agent andthe agent answers the call. For this call scenario, this field is not updated in the Unified CCEwithout a Unified CCE System PG.

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

Trans In

The number of calls this agent transferred to another agent or skill group in the interval. Thisincludes Consultative Calls if this transfer was consultative-not blind. The value is updated atthe time the agent completes the transfer of the call.

This field is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls+ Agent_Skill_Group_Interval.NetTransferredOutCalls.

Trans Out

The number of outgoing external calls that this agent made in the interval.

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

Ext Out

AGENT STATE TIMES

The total time during the interval the agent was logged in, measured in HH:MM:SS (hours,minutes, seconds) format.

Derived from: Agent_Interval.LoggedOnTime.

Log On Duration

The percentage of time that the agent spent talking on calls in this skill group in relation to theagent's LoggedOnTime.

This field is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime +Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime +Agent_Skill_Group_Interval.TalkAutoOutTime +Agent_Skill_Group_Interval.TalkPreviewTime+ Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime.

%Active

The percentage of time that the agent put a call on hold or paused a task in relation toLoggedOnTime or the interval, whichever is less.

This field is a calculated field, derived from:Agent_Skill_Group_Interval.HoldTime/Agent_Interval.LoggedOnTimeTime.

%Hold

The percentage of time that the agent spent in the Not Active or Available state in relation toLoggedOnTime. Applies to all skill groups.

This field is a calculated field derived from:Agent_Interval.AvailTime/Agent_Interval.LoggedOnTime.

%Not Active

The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTimeor the interval, whichever is less. Applies to all skill groups.

This field is a calculated field, derived from: Agent_Interval.NotReadyTime /Agent_Interval.LoggedOnTime.

%Not Ready


All Fields HistoricalCurrent Fields in the Agent Historical All Fields Grid View


The percentage of time that the agent spent in Reserved state waiting for task from this skillgroup in relation to LoggedOnTime.

This field is a calculated field, derived from: Agent_Skill_Group_Interval.ReservedStateTime/Agent_Interval.LoggedOnTime.

%Reserved

The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing callto/from this skill group in relation to LoggedOnTime.

The agent state time percentages in the Report Summary row add up to 100% only after youselect all the skill groups for an agent. When viewing a subset of an agent's skill groups, thepercentages may not balance.

This field is a calculated field, derived from: (Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime)/Agent_Interval.LoggedOnTime.

%Wrap Up

Report Summary: This report has a report summary for all data.

Agent Not Ready DetailUse this report to identify how agents are spending their time when they are not handling contacts. Not Readyreason codes can be used for agents to identify this time via numeric codes for things like Break, Training,or Follow up. This report can be used to identify which Not Ready states have been used and how much timehas been spent in each of them.

Query: This report data is built from an Anonymous Block.

Views: This report only has a grid view.

Grouping: This report is grouped and sorted by Agent Name and then by Logon Date Time.

Value List: Agent


• Agent

• Agent_Event_Detail


• Person

• Reason_Code

The report summarizes states by login date time. Therefore, you might see one row for an agent's entire loginsession rather than individual rows for each state change.

Important: To report on Agent Not Ready reason codes, configure the Not Ready Reason codes in the ICMConfigurationManager AND on the agent desktop software (Computer Telephony Integration (CTI) or CiscoAgent Desktop).

In a Unified CCE environment, ensure that agent event detail is enabled on the peripheral. It is enabled bydefault in the ICM Configuration Manager only for the Unified CCE peripheral.


All Fields HistoricalAgent Not Ready Detail

Available Fields in the Agent Not Ready Detail Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are:

• EndDate This field is a calculated field derived from the SQL query.

• Reason Code Derived from Reason_Code.ReasonCodeName (if reason code text is configured) andAgent_Event_Detail.ReasonCode.

• Skill Target ID Derived from: Agent_Event_Detail.skilltargetid.

• StartDate This field is a calculated field derived from the SQL query.

• Total Time Not Ready This field is a calculated field derived from the SQL query.

Current Fields in the Agent Not Ready Detail Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The first and last name of the agent.

Derived from: Person.LastName "," Person.FirstName

Agent Name

The date and time the agent logged in, measured inMM/DD/YYYY (month, day, year) and HH:MM:SS (hours,minutes, seconds) format.

This field is a calculated field derived fromAgent_Event_Detail.LoginDateTime.

Log On Date Time

The amount of time the agent was logged in, measured inHH:MM:SS (hours, minutes, seconds) format.

This field is a calculated field derived from: (Agent_Event_Detail.LoginDuration).

Log On Duration

A code and text (if configured) from the peripheral thatindicates the reason for the agent's last state change. If it is notdefined, the reason code displays 0.

This field is a calculated field derived from:Reason_Code.ReasonCodeName (if reason code text isconfigured) and Agent_Event_Detail.ReasonCode.

Reason Code

The amount of time in HH:MM:SS (hours, minutes, seconds)that the agent spent in the Not Ready state for the given reason.

Derived from: Agent_Event_Detail.Duration.

Duration


All Fields HistoricalAvailable Fields in the Agent Not Ready Detail Grid View


The percent of the agent's total login session that the agentspent in the Not Ready state for the given reason.

Derived from: Agent_Event_Detail.Duration /Agent_Event_Detail.LoginDuration.

% Log On Duration

The percentage of time an agent spent in each Not Ready staterelative to the other Not Ready states.

This field is a calculated field derived from:(Agent_Event_Detail.Duration / (sum ofAgent_Event_Detail.Duration for all not ready reason codes)).

% Not Ready

Report Summary: This report has a summary row for Agent Name and a report summary for all data. Formore information, see Report Summary Rows, on page 7.

Agent Precision Queue Historical All FieldsUse this report to review the outcome of calls by Precision Queue and agent state percentages per PrecisionQueue. This report is comparable to the Agent Skill Group Historical report.

Views: This report has a grid view only.

Grouping: This report is grouped and sorted by Precision Queue name and then by Agent Name.

Value List: Precision Queue


• Agent

• Agent_Interval


• Attribute

• Person

• Precision_Queue

Available Fields in the Agent Precision Queue Historical All Fields Grid ViewAvailable fields for this report include the fields that display by default as Current.

In addition to the fields that display by default as Current, most Available fields in this report are derived fromthe Agent_Interval and Agent_Skill_Group_Interval tables.

Handled is derived from CallsHandled in the Agent_Skill_Group_Interval table.

Handled is the number of inbound calls for which agents in the precision queue during the interval answeredand completed wrap-up.

All fields, excluding one, take their value directly from the database.


All Fields HistoricalAgent Precision Queue Historical All Fields

Current Fields in the Agent Precision Queue Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The enterprise name of the Agent Precision Queue.

Derived from: Precision_Queue.EnterpriseName

Precision Queue


This field is a calculated field, derived from:Person.LastName+","+Person.Firstname.

Agent Name

The date and time of the data for a selected row.

Derived from:Agent_Skill_Group_Interval.DateTime.

DateTime

The attributes used in the precision queue definition.The report shows only those attributes that are used.

Attributes

COMPLETED TASKS

The number of inbound calls for which agents in theprecision queue during the interval answered andcompleted.

Derived from: Agent_Skill_Group_Interval.CallsHandled

Handled

This is a calculated field, derived from:Agent_Skill_Group_Interval.HandledCallsTime /Agent_Skill_Group_Interval.CallsHandled

The average time spent by the agent in handling atask in the interval, measured in HH:MM:SS (hours,minutes, seconds).

AHT

The number of incoming calls to this agent that areplaced on hold in the interval.

Derived from:Agent_Skill_Group_Interval.IncomingCallsOnHold

Held


All Fields HistoricalCurrent Fields in the Agent Precision Queue Historical All Fields Grid View


The average time in HH:MM:SS (hours, minutes,seconds) for calls placed on hold in the interval, forall incoming calls which include hold time.

This field is a calculated field, derived from:(Agent_Skill_Group_Interval.IncomingCallsOnHoldTime /Agent_Skill_Group_Interval.IncomingCallsOnHold)

Avg Hold

For voice: the total number of calls that are abandonedwhile the agent phone is ringing.

For non-voice: the total number of tasks that areabandoned when offered to an agent.

Derived from:Agent_Skill_Group_Interval.AbandonRingCalls

Aban Rings

The number of tasks that left the agent phone orterminal that are redirected to another dialed numberbecause of no answer in the interval.

Derived from:Agent_Skill_Group_Interval.RedirectNoAnsCalls

RONA

The number of Unified ICM routed calls to the agentthat are abandoned while the call is on hold and thenumber of paused tasks that the agent ended in theinterval.

Derived from:Agent_Skill_Group_Interval.AbandonHoldCalls

Aban Hold

The number of incoming calls that are transferred tothis agent from other agents within the sameperipheral that do not go to IVR for queuing in theinterval. This value is updated when the agentcompletes the call.

For blind transfers in Unified CCE with a UnifiedCCE System PG, this field is updated when the callthat is blind transferred to an IVR is later transferredto another agent and the agent answers the call. Forthis call scenario this field is not updated in UnifiedCCE without a Unified CCE System PG.

Derived from:Agent_Skill_Group_Interval.TransferredInCalls

Trans In




The number of calls this agent transferred to anotheragent or precision queue in the interval. This numberincludes consultative calls if this transfer wasconsultative-not blind. The value is updated at thetime the agent completes the transfer of the call.

This field is a calculated field, derived from:Agent_Skill_Group_Interval.TransferredOutCalls +Agent_Skill_Group_Interval.NetTransferredOutCalls

Trans Out

The number of outgoing external calls that this agentmade in the interval.

Derived from:Agent_Skill_Group_Interval.AgentOutCalls

Ext Out

Agent State Times

The total time during the interval the agent was loggedin, measured in HH:MM:SS (hours, minutes, seconds)format.

Derived from: Agent_Interval.LoggedOnTime

Log On Time

The percentage of time that the agent spent talkingon calls in this precision queue in relation toLoggedOnTime.

This field is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime +Agent_Skill_Group_Interval.TalkOutTime +Agent_Skill_Group_Interval.TalkOtherTime +Agent_Skill_Group_Interval.TalkAutoOutTime +Agent_Skill_Group_Interval.TalkPreviewTime +Agent_Skill_Group_Interval.TalkReserveTime) /Agent_Interval.LoggedOnTime

% Active

The percentage of time that the agent put a call onhold or paused a task in relation to LoggedOnTimeor the interval, whichever is less.

This field is a calculated field, derived from:Agent_Skill_Group_Interval.HoldTime /Agent_Interval.LoggedOnTimeTime

% Hold




The percentage of time that the agent spent in theNotActive or Available state in relation toLoggedOnTime. This field applies to all precisionqueues.

This field is a calculated field derived from:Agent_Interval.AvailTime /Agent_Interval.LoggedOnTime

% Not Active

The percentage of time that the agent spent in theNotReady state in relation to LoggedOnTime or theinterval, whichever is less. This field applies to allprecision queues.

This field is a calculated field, derived from:Agent_Interval.NotReadyTime /Agent_Interval.LoggedOnTime

% Not Ready

The percentage of time that the agent spent in theReserved state waiting for an ICM routed task fromthis precision queue in relation to LoggedOnTime.

This field is a calculated field, derived from:Agent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime

% Reserved

The percentage of time that the agent spent in theWrap-up state after an incoming or outgoing callto/from this precision queue in relation toLoggedOnTime.

The agent state time percentages in the ReportSummary row add up to 100% only when you selectall the precision queues for an agent. When you viewa subset of precision queues for an agent, thepercentages may not balance.

This field is a calculated field, derived from:(Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime)/ Agent_Interval.LoggedOnTime

% Wrap Up

Report Summary: There is a summary for Precision Queue Name and a report summary for all data. SeeReport Summary Rows, on page 7.

Agent Queue IntervalUse this report to show call dispositions and state time percentages for agents who have been assigned bothskills and precision queues.


All Fields HistoricalAgent Queue Interval



Grouping: This template is grouped by agent name and then by Skill Group Name/Precision Queue Name.

Value List: Agent


• Agent

• Agent_Interval


• Attribute


• Person

• Precision Queue

• Skill_Group

Current Fields in the Agent Queue Interval Grid ViewCurrent fields are those fields that appear by default in a grid view generated from the stock template.

Current fields are listed in the following table in the order (left to right) in which they appear by default inthe stock template.



This field is a calculated field, derived from: Person.LastName+ ","+Person.FirstName.

Agent Name

The enterprise name for the skill group or agent precision queue. Youcan identify a precision queue by the presence of Attributes next to thequeue name.

Derived from: Skill_Group.EnterpriseName orPrecision_Queue.EnterpriseName

Precision Queue / Skill GroupName

The attributes used in the precision queue definition. The report showsonly those attributes that are used.

Attributes

The date and time of the selected row's data inMM/DD/YYYY (month,day, year) and HH:MM:SS (hour, minute, second) format.

Derived from: Agent_Skill_Group_Interval.DateTime.

DateTime

COMPLETED TASKS


All Fields HistoricalCurrent Fields in the Agent Queue Interval Grid View


The number of inbound calls that were answered and have completedwrap-up by agents in the skill group during the interval.

Derived from: CallsHandled in the Agent_Skill_Group_Interval table.

Handled

The average time spent by the agent in handling a task in the interval,measured in HH:MM:SS (hours, minutes, seconds).

This field is a calculated field, derived from:(Agent_Skill_Group_Interval.HandledCallsTime /Agent_Skill_Group_Interval.CallsHandled).

AHT

The number of incoming calls to this agent that were placed on hold inthe interval.


Held

The average time in HH:MM:SS (hours, minutes, seconds) that callswere put on hold in the interval, for all incoming calls which includedhold time.

This field is a calculated field, derived from:(Agent_Skill_Group_Interval. IncomingCallsOnHoldTime /Agent_Skill_Group_Interval. IncomingCallsOnHold).

Avg Hold

For voice: the total number of calls that were abandoned while theagent's phone was ringing.

For non-voice: the total number of tasks that were abandoned whilebeing offered to an agent.


Aban Rings

The number of tasks that left the agent's phone or terminal that wereredirected to another dialed number because of no answer in the interval.


RONA

The number of Unified ICM routed calls to the agent that wereabandoned while the call was on hold and the number of paused tasksthat the agent ended in the interval.


Aban Hold




The number of incoming calls that were transferred to this agent fromother agents within the same peripheral that did not go to IVR forqueuing in the interval. This value is updated when the agent completesthe call.

For blind transfers in the Unified CCEwith a Unified CCE System PG,this field is updated when the call that was blind transferred to anInteractive Voice Response (IVR) is later transferred to another agentand the agent answers the call. For this call scenario, this field is notupdated in Unified CCE without a Unified CCE System PG.


Trans In

The number of calls this agent transferred to another agent or skill groupin the interval. This includes Consultative Calls if this transfer wasconsultative-not blind. The value is updated at the time the agentcompletes the transfer of the call.

This field is a calculated field, derived from:Agent_Skill_Group_Interval.TransferredOutCalls +Agent_Skill_Group_Interval.NetTransferredOutCalls.

Trans Out

The number of outgoing external calls that this agent made in theinterval.


Ext Out

AGENT STATE TIMES

The total time during the interval the agent was logged in, measured inHH:MM:SS (hours, minutes, seconds) format.


Log On Duration

The percentage of time that the agent spent talking on calls in this skillgroup in relation to the agent's LoggedOnTime.

This field is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime +Agent_Skill_Group_Interval.TalkOutTime +Agent_Skill_Group_Interval.TalkOtherTime +Agent_Skill_Group_Interval.TalkAutoOutTime +Agent_Skill_Group_Interval.TalkPreviewTime +Agent_Skill_Group_Interval.TalkReserveTime) /Agent_Interval.LoggedOnTime.

% Active

The percentage of time that the agent has put a call on hold or pauseda task in relation to LoggedOnTime or the interval, whichever is less.

This field is a calculated field, derived from:Agent_Skill_Group_Interval.HoldTime /Agent_Interval.LoggedOnTimeTime.

% Hold




The percentage of time that the agent spent in the Not Active orAvailable state in relation to LoggedOnTime. Applies to all skill groups.

This field is a calculated field derived from: (Agent_Interval.AvailTime/Agent_Interval.LoggedOnTime).

% Not Active

The percentage of time that the agent spent in the Not Ready state inrelation to LoggedOnTime or the interval, whichever is less. Appliesto all skill groups.

This field is a calculated field, derived from:(Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime).

% Not Ready

The percentage of time that the agent spent in Reserved state waitingfor a task from this skill group in relation to LoggedOnTime.

This field is a calculated field, derived from:(Agent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime).

% Reserved

The percentage of time that the agent spent in Wrap-up state after anincoming or outgoing call to/from this skill group in relation toLoggedOnTime.

The agent state time percentages in the Report Summary row add upto 100% only after you select all the skill groups for an agent. Whenviewing a subset of an agent's skill groups, the percentages may notbalance.

This field is a calculated field, derivedfrom:(Agent_Skill_Group_Interval.WorkReadyTime+Agent_Skill_Group_Interval.WorkNotReadyTime) /Agent_Interval.LoggedOnTime.

% Wrap Up

Report Summary: There is a summary for all data. See Report Summary Rows, on page 7.

Agent Skill Group Historical All FieldsAgent Skill Group Historical All Fields shows call dispositions and agent state percentages grouped by skilland then agent.



Grouping: This report is grouped and sorted by Skill Group Name and then by Agent Name.

Value List: Skill Group


• Agent


All Fields HistoricalAgent Skill Group Historical All Fields

• Agent_Interval


• Skill_Group

• Person


Available Fields in the Agent Skill Group Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current.

In addition to the fields that appear by default as Current, most Available fields in this report are derived fromthe Agent_Interval and Agent_Skill_Group_Interval tables.

Handled is derived from CallsHandled in the Agent_Skill_Group table.

Handled is the number of inbound calls that were answered and have completed wrap-up by agents in theskill group during the interval.

All fields but one take their value directly from the database.

The one exception isWrap Time, which is a calculated field derived from:(Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime).

Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up onincoming and outgoing tasks in the interval.

Current Fields in the Agent Skill Group Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The agent skill group's enterprise name.

Derived from: Skill_Group.EnterpriseName.

Skill Group Name


This is a calculated field, derived from:Person.LastName + ", " + Person.FirstName.

Agent Name

The date and time of the selected row's data inMM/DD/YYYY (month, day, year) and HH:MM:SS(hour, minute, second) format.

Derived from:Agent_Skill_Group_Interval.DateTime.

DateTime

COMPLETED TASKS


All Fields HistoricalAvailable Fields in the Agent Skill Group Historical All Fields Grid View


The number of inbound calls that were answered andhave completed wrap-up by agents in the skill groupduring the interval.


Handled


This is a calculated field, derived from:(Agent_Skill_Group_Interval.HandledCallsTime /Agent_Skill_Group_Interval.CallsHandled).

AHT

The number of incoming calls to this agent that wereplaced on hold in the interval.

Derived from:Agent_Skill_Group_Interval.IncomingCallsOnHold.

Held

The average time in HH:MM:SS (hours, minutes,seconds) that calls were put on hold in the interval,for all incoming calls that included hold time.

This field is a calculated field, derived from:(Agent_Skill_Group_Interval.IncomingCallsOnHoldTime /Agent_Skill_Group_Interval.IncomingCallsOnHold).

Avg Hold

For voice: the total number of calls that wereabandoned while the agent's phone was ringing.

For non-voice: the total number of tasks that wereabandoned while being offered to an agent.

Derived from:Agent_Skill_Group_Interval.AbandonRingCalls.

Aban Rings

The number of tasks that left the agent's phone orterminal that were redirected to another dialed numberbecause of no answer in the interval.

Derived from:Agent_Skill_Group_Interval.RedirectNoAnsCalls.

RONA

The number of Unified ICM routed calls to the agentthat were abandoned while the call was on hold andthe number of paused tasks that the agent ended inthe interval.

Derived from:Agent_Skill_Group_Interval.AbandonHoldCalls.

Aban Hold


All Fields HistoricalCurrent Fields in the Agent Skill Group Historical All Fields Grid View


The number of incoming calls that were transferredto this agent from other agents within the sameperipheral that did not go to IVR for queuing in theinterval. This value is updated when the agentcompletes the call.

For blind transfers in the Unified CCEwith a UnifiedCCE System PG, this field updates when the call thatwas blind transferred to an IVR is later transferredto another agent and the agent answers the call. Forthis call scenario, this field is not updated in theUnified CCE without a Unified CCE System PG.

Derived from:Agent_Skill_Group_Interval.TransferredInCalls.

Trans In

The number of calls this agent transferred to anotheragent or skill group in the interval. This numberincludes Consultative Calls if this transfer wasconsultative-not blind. The value is updated at thetime the agent completes the transfer of the call.

This field is a calculated field, derived from:Agent_Skill_Group_Interval.TransferredOutCalls +Agent_Skill_Group_Interval.NetTransferredOutCalls.

Trans Out

The number of outgoing external calls that this agentmade in the interval.

Derived from:Agent_Skill_Group_Interval.AgentOutCalls.

Ext Out

AGENT STATE TIMES

The total time during the interval the agent waslogged in, measured in HH:MM:SS (hours, minutes,seconds) format.


Log On Time

The percentage of time that the agent spent talkingon calls in this skill group in relation to the agent'sLoggedOnTime.

This field is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime +Agent_Skill_Group_Interval.TalkOutTime +Agent_Skill_Group_Interval.TalkOtherTime +Agent_Skill_Group_Interval.TalkAutoOutTime +Agent_Skill_Group_Interval.TalkPreviewTime +Agent_Skill_Group_Interval.TalkReserveTime) /Agent_Interval.LoggedOnTime.

% Active




The percentage of time that the agent put a call onhold or paused a task in relation to LoggedOnTimeor the interval, whichever is less.

This field is a calculated field, derived from:Agent_Skill_Group_Interval.HoldTime /Agent_Interval.LoggedOnTimeTime.

% Hold

The percentage of time that the agent spent in the NotActive or Available state in relation toLoggedOnTime. Applies to all skill groups.

This field is a calculated field derived from:(Agent_Interval.AvailTime/Agent_Interval.LoggedOnTime).

% Not Active

The percentage of time that the agent spent in the NotReady state in relation to LoggedOnTime or theinterval, whichever is less. Applies to all skill groups.

This field is a calculated field, derived from:(Agent_Interval.NotReadyTime /Agent_Interval.LoggedOnTime).

% Not Ready

The percentage of time that the agent spent inReserved state waiting for task from this skill groupin relation to LoggedOnTime.

This field is a calculated field, derived from:(Agent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime).

% Reserved

The percentage of time that the agent spent inWrap-up state after an incoming or outgoing callto/from this skill group in relation to LoggedOnTime.

The agent state time percentages in the ReportSummary row add up to 100% only after you selectall the skill groups for an agent. When you view asubset of an agent's skill groups, you might noticethat the percentages may not balance.

This field is a calculated field, derivedfrom:(Agent_Skill_Group_Interval.WorkReadyTime+Agent_Skill_Group_Interval.WorkNotReadyTime)/ Agent_Interval.LoggedOnTime.

% Wrap Up

Report Summary: There is a summary for Skill Group Name and a report summary for all data. For moreinformation, see Report Summary Rows, on page 7.



Agent Team Historical All FieldsUse the Agent Team Historical report to view call distribution and agent state percentages by team.



Grouping: This template is grouped and sorted by Agent Team Name, and then by Supervisor, and then byAgent Name.

Value List: Agent Team


• Agent

• Agent_Interval


• Agent_Team

• Agent_Team_Member


• Person

• Precision_Queue

• Skill_Group

Available Fields in the Agent Team Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated directly from the Agent_Skill_Group_Interval table. For example, Aban CallsRing Time is derived from Agent_Skill_Group_Interval.AbandRingTime.

An exception isWrap Time, which is a calculated field derived from:(Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime)

Other tables used for Available fields in this report are:

• Agent_Team

◦Agent_Team.AgentTeamID

• Agent_Interval

◦Avail Time - Derived from: Agent_Interval.AvailTime

•Media_Routing_Domain. The Media field is derived from: Media_Routing_Domain.EnterpriseName


All Fields HistoricalAgent Team Historical All Fields

Current Fields in the Agent Team Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The Enterprise Name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Agent Team Name

The agent teams' primary supervisor.

Derived from: Person.LastName + ' ' + Person.FirstName.

Supervisor

The last and first name of the agent.

Derived from: Person.LastName "," Person.FirstName.

Agent Name

The date and time of the selected row's data in MM/DD/YYYY (month, day,year) and HH:MM:SS (hour, minute, second) format.

Derived from: Agent_Skill_Group_Interval.DateTime.

DateTime

COMPLETED TASKS

The number of Unified ICM Routed tasks this agent handled.


Handled

The average time spent by the agent in handling a task, measured inHH:MM:SS (hours, minutes, seconds).

This field is a calculated field derived from:(Agent_Skill_Group_Interval.HandledCallsTime /Agent_Skill_Group_Interval.CallsHandled).

AHT

The number of incoming calls to this agent that were placed on hold.


Held Tasks

The average time in HH:MM:SS (hours, minutes, seconds) that calls wereput on hold, for all incoming calls that included hold time.

This field is a calculated field derived from:(Agent_Skill_Group_Interval.IncomingCallsOnHoldTime /Agent_Skill_Group_Interval.IncomingCallsOnHold).

Avg Hold

For voice: the total number of calls that were abandoned while the agent'sphone was ringing. For non-voice: the total number of tasks that wereabandoned while being offered to an agent.


Aban Rings


All Fields HistoricalCurrent Fields in the Agent Team Historical All Fields Grid View


The number of tasks that left the agent's phone or terminal that were redirectedto another dialed number because of no answer.


RONA

The number of Unified ICM routed calls to the agent that were abandonedwhile the call was on hold and the number of paused tasks that the agent endedin the interval.


Aban Hold

The number of incoming calls that were transferred to this agent from otheragents within the same peripheral that did not go to IVR for queuing. Thisvalue is updated when the agent completes the call.


Trans In

The number of calls this agent transferred to another agent or skill group.This number includes Consultative Calls if this transfer was consultative-notblind. This value is updated when the agent completes the transfer.

This is a calculated field derived from:Agent_Skill_Group_Interval.TransferredOutCalls +Agent_Skill_Group_Interval.NetTransferredOutCalls.

Trans Out

The number of Outgoing external calls that this agent made in the interval.


Ext Out

AGENT STATE TIMES

The total time in the interval the agent was logged in, measured in HH:MM:SS(hours, minutes, seconds) format.


Log On Duration

The percentage of time that the agent spent talking on calls in this skill groupin relation to LoggedOnTime.

This field is a calculated field derived from:(Agent_Skill_Group_Interval.TalkInTime +Agent_Skill_Group_Interval.TalkOutTime +Agent_Skill_Group_Interval.TalkOtherTime +Agent_Skill_Group_Interval.TalkAutoOutTime +Agent_Skill_Group_Interval.TalkPreviewTime +Agent_Skill_Group_Interval.TalkReserveTime) /Agent_Interval.LoggedOnTime.

% Active

The percentage of time that the agent has put a call on hold or paused a taskin relation to LoggedOnTime or the interval, whichever is less.

This field is a calculated field derived from:Agent_Skill_Group_Interval.HoldTime/Agent_Interval.LoggedOnTimeTime.

% Hold


All Fields HistoricalCurrent Fields in the Agent Team Historical All Fields Grid View


The percentage of time that the agent spent in the Not Active or Availablestate in relation to LoggedOnTime. Applies to all skill groups.

This field is a calculated field derived from: (Agent_Interval.AvailTime /Agent_Interval.LoggedOnTime).

% Not Active

The percentage of time that the agent spent in the Not Ready state in relationto LoggedOnTime or the interval, whichever is less. Applies to all skill groups.

This field is a calculated field derived from: (Agent_Interval.NotReadyTime/ Agent_Interval.LoggedOnTime).

% Not Ready

The percentage of time that the agent spent in Reserved state waiting for anUnified ICM routed task from this skill group in relation to LoggedOnTime.

This field is a calculated field derived from:(Agent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime.

% Reserved

The percentage of time that the agent spent inWrap-up state after an incomingor outgoing call to/from this skill group in relation to LoggedOnTime.

The agent state time percentages in the Report Summary row add up to 100%only when you select all the precision queues for an agent. When you viewa subset of precision queues for an agent, the percentages may not balance.

This field is a calculated field derived from:((Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime) /Agent_Interval.LoggedOnTime).

% Wrap Up

Report Summary: There is a summary row for Agent Team Name and a report summary for all data. Formore information, see Report Summary Rows, on page 7.

Call Type Abandon/Answer Distribution HistoricalUse Call Type Abandon Answer Distribution to identify where in the routing, callers are abandoning and toidentify the typical wait times for callers.

Query: This report data is built from a Database Query.


Grouping: This report is grouped and sorted by Call Type Name.

Value List: Call Type


• Bucket_Intervals

• Call_Type

• Call_Type_Interval


All Fields HistoricalCall Type Abandon/Answer Distribution Historical

Available Fields in the Call Type Abandon/Answer Distribution Historical GridView

Available fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from the following tables.

These Available fields are from the Call_Type_Interval table:

• Ans Wait Time Derived from: Call_Type_Interval.AnswerWaitTime.

• BucketIntervalID Derived from: Call_Type_Interval.BucketIntervalID.

• Calls Handled Derived from: Call_Type_Interval.CallsHandled.

• CallTypeID Derived from: Call_Type_Interval.CallsTypeID.

• DelayQAban Derived from: Call_Type_Interval.CallDelayAbandTime.

• Router Calls Aban: Derived from: Call_Type_Interval.TotalCallsAband.

These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Guide forCisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html:

int1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

Current Fields in the Call Type Abandon/Answer Distribution Historical GridView

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

The headings for the Interval fields are dynamic headers; they show the intervals you defined.


The enterprise name for the call type.

Derived from Call_Type.EnterpriseName.

Call Type Name

The date and time when the call type interval datawas generated inMM/DD/YYYY (month, day, year)and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period, thereis summary row for each selected call type.

Derived from: Call_Type_Interval.DateTime.

Date Time


All Fields HistoricalAvailable Fields in the Call Type Abandon/Answer Distribution Historical Grid View

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html



Average Speed of Answer. The average answer waittime from when first queue to skill group or LAAselect node was executed for this call to when thiscall was answered. This value is an important measureof service quality because the time can vary, evenover the course of one day, due to call volumes andstaff levels.

This field is a calculated field, derived from:Call_Type_Interval.AnswerWaitTime/Call_Type_Interval.CallsHandled.

ASA

The average delay time of all abandoned calls thatended in this call type during the current interval. Thisvalue includes calls that were abandoned in queue,calls that were abandoned while at the IVR(prompting or self service) and calls that wereabandoned while ringing at the agent's phone or enroute to the agent's phone.

This field is a calculated field, derived from:Call_Type_Interval.CallDelayAbandTime /Call_Type_Interval.TotalCallsAband.

Avg Aban Delay

The number of calls answered/abandoned betweenthe time set to begin measuring and interval 1. Thesystem default interval 1 is 8 seconds. For example:00:00 - 00:08.

Derived from: Call_Type_Interval.AnsInterval(1) andCall_Type_Interval.AbandInterval(1).

Int 1 Ans and Aban

The number of calls answered/abandoned betweeninterval 1 and interval 2. The system default interval2 is 30 seconds. For example: 00:08 - 00:38.


Int 2 Ans and Aban

The number of calls answered/abandoned betweeninterval 2 and interval 3. The system default interval3 is 60 seconds (1 minute). For example: 00:38 -01:38.


Int 3 Ans and Aban


All Fields HistoricalCurrent Fields in the Call Type Abandon/Answer Distribution Historical Grid View




Int 4 Ans and Aban

The number of calls answered/abandoned betweeninterval 4 and interval 5. The system default interval5 is 120 seconds (2 minutes). For example: 03:08 -05:08.


Int 5 Ans and Aban



Int 6 Ans and Aban



Int 7 Ans and Aban



Int 8 Ans and Aban

The number of calls answered/abandoned betweeninterval 8 and interval 9. The system default interval9 is 1200 seconds (20 minutes). For example: 23:08- 43:08.


Int 9 Ans and Aban

The number of calls answered/abandoned within theremaining time in the report time period measured inminutes and seconds. For example: > 43:08.

Derived from: Call_Type_Interval.AnsInterval(10)and Call_Type_Interval.AbandInterval(10).

> Int 9 Ans and Aban


All Fields HistoricalCurrent Fields in the Call Type Abandon/Answer Distribution Historical Grid View


The maximum number of calls in queue for this calltype during this interval.

Derived from: Call_Type_Interval.MaxCallsQueued.

The system displays data in this field only if yourUnified Intelligence Center system is connected toUnified ICM Release 8.0(3) or later.

MaxCallsQueued

The longest time a call had to wait before it wasdispositioned (abandoned or answered) in thisinterval.

Derived from: Call_Type_Interval.MaxCallWaitTime.


MaxCallWaitTime

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totalsfor the interval columns, andMax forMaxCallsQueued andMaxCallWaitTime columns. For more information,see Report Summary Rows, on page 7.

Call Type Historical All FieldsUse Call Type Historical All Fields to view incoming calls/contacts, key statistics like Average Speed ofAnswer and Service Level, and call disposition information.


Views: This report has Daily, Weekly, and Monthly grid views and a pie chart view. The pie chart shows thepercentage of calls answered in each call type.

Grouping: This report is grouped by call type and then by date and time.



• Call_Type

• Call_Type_Interval

Available Fields in the Call Type Historical All Fields Grid ViewAvailable fields for the grid view for this report include the fields that appear by default as Current. AdditionalAvailable fields in this report are taken directly from the Call_Type_Interval table.


All Fields HistoricalCall Type Historical All Fields

Current Fields for the Call Type Historical All Fields Grid ViewCurrent fields are those fields that appear by default in the grid view for this report.




Derived from: Call_Type.EnterpriseName.

Call Type Name

The date and time when the record was generated inMM/DD/YYYY (month, day, year) and HH:MM:SS(hours, minutes, seconds) format.

Derived from: Call_Type_Interval.DateTime.

DateTime

Service Level Type used to calculate Service levelfor the interval.

Derived from: Call_Type_Interval.ServiceLevel.

SL

The total number of calls of this call type abandonedwithin the service level threshold during the interval.Valid for both Unified CCE and standard ACD targetsthat use translation routes.

Derived from:Call_Type_Interval.ServiceLevelAband.

Aban Within SL


This field is a calculated field, derived from:Call_Type_Interval.AnswerWaitTime /Call_Type_Interval.CallsAnswered.

ASA

TASKS

Tasks that were offered to this call type during theinterval.

Derived from: Call_Type_Interval.CallsOffered.

Offered

The number of tasks of the call type assigned fromthe queue to be routed in the interval.

Derived from: Call_Type_Interval.RouterQueueCalls.

Assigned from Q


All Fields HistoricalCurrent Fields for the Call Type Historical All Fields Grid View


The total number of calls of this call type answeredby agents in the interval. This field is applicable toboth Unified ICM and Unified CCE with thefollowing exception: if the call is answered by anagent on a standard ACD, this field is incrementedonly if the call was translation routed.

Derived from: Call_Type_Interval.CallsAnswered.

Answered

Answer Wait Time. The answer wait time in secondsfor all calls that were handled for the call type duringthe interval. This field is applicable to both UnifiedICM and Unified CCE with the following exception:if the call is answered by an agent on a standard ACD,this field is incremented only if the call wastranslation routed.

Derived from: Call_Type_Interval.AnswerWaitTime.

AWT

COMPLETED TASKS

The total number of tasks handled to completion forthe call type in the interval.

Derived from: Call_Type_Interval.CallsHandled.

Handled

The total number of calls abandoned while in VRU(that is, while undergoing prompting or listening tovoice menus options), calls abandoned while queuedto skill group, and calls abandoned at agent desktop.This value also includes abandons for calls that arenot in the queue; for example, when the caller hangsup while listening to a VRU prompt. Therefore, thenumber of calls abandoned at a VRU before beingqueued is TotalCallsAband minusRouterCallsAbandToAgent and RouterCallsAbandQ.Does not include short calls.

Derived from: Call_Type_Interval.TotalCallsAband.

Aban

The number of tasks of the call type that ICMsoftware routed to Return nodes in the interval.

This field is a calculated field, derived from:Call_Type_Interval.ReturnBusy +Call_Type_Interval.ReturnRing +Call_Type_Interval.ReturnRelease.

Return

The number of tasks of the call type that were givendefault treatment or end nodes in the interval.

Derived from:Call_Type_Interval.ICRDefaultRouted.

Default Treatment




The number of tasks of the call type that were routednot by ICM software but by the carrier in the interval.For prerouted calls, the carrier decides where to routethe call.

Derived from:Call_Type_Interval.NetworkDefaultRouted.

Network Routed

The number of tasks of the call type that flowed outof the call type to another call type in the interval.

Derived from: Call_Type_Interval.OverflowOut.

Flow Out

The number of calls for this call type that had errorsor were incomplete in the interval.

This field is a calculated field, derived from:Call_Type_Interval.ErrorCount +Call_Type_Interval.IncompleteCalls +Call_Type_Interval.AgentErrorCount.

Calls Error

The number of tasks of the call type that are Short,were routed to non-Agent targets, or were redirectedin the interval.

This field is a calculated field, derived from:Call_Type_Interval.CallsRONA +Call_Type_Interval.CallsRoutedNonAgent +Call_Type_Interval.ShortCalls.

Other

The percentage of all handled tasks of the call typethat were queued in the interval.

This field is a calculated field, derived from:(Call_Type_Interval.CallsQHandled /Call_Type_Interval.CallsHandled).

% Queued




The percentage of all the tasks that came in to the calltype in the interval that were abandoned.


(Call_Type_Interval.TotalCallsAband /(Call_Type_Interval.CallsHandled+Call_Type_Interval.TotalCallsAband +Call_Type_Interval.IncompleteCalls +Call_Type_Interval.ReturnBusy +Call_Type_Interval.ReturnRing +Call_Type_Interval.ICRDefaultRouted +Call_Type_Interval.NetworkDefaultRouted +Call_Type_Interval.OverflowOut +Call_Type_Interval.CallsRONA +Call_Type_Interval.ReturnRelease +Call_Type_Interval.CallsRoutedNonAgent +Call_Type_Interval.ShortCalls+Call_Type_Interval.ErrorCount +Call_Type_Interval.AgentErrorCount).

% Aban

The average delay time of all abandoned calls thatended in this call type during the current interval. Thisincludes calls that were abandoned in queue, callsthat were abandoned while at the IVR (prompting orself service) and calls that were abandoned whileringing at the agent's phone or en route to the agent'sphone.

This field is a calculated field. Derived from:Call_Type_Interval.CallDelayAbandTime /Call_Type_Interval.TotalCallsAband.

Avg Aban Delay

The number of calls abandoned during the Call_TypeAbandon Call Wait Time. Calls abandoned after thistime period are counted as Abandoned, not ShortCalls.

Derived from: Call_Type_Interval.ShortCalls.

Short Calls


Derived from: Call_Type_Interval.MaxCallsQueued.

The system displays data in this field only if yourUnified Intelligence Center system is connected toICM Release 8.0(3) or later.

MaxCallsQueued





Derived from: Call_Type_Interval.MaxCallWaitTime.

The system displays data in this field only if yourUnified Intelligence Center system is connected toICM Release 8.0(3) or later.

MaxCallWaitTime

Report Summaries

• Call Type SummaryField totals, except the service level (SL) field, for each call type in the report. The SL fields havepercentage values.

• Report SummaryField totals, except the SL field, for all call types in the report. The SL fields have percentage values.The summary also displays the Max for MaxCallsQueued and MaxCallWaitTime.

Call Type Queue Interval All FieldsReports generated from this template show the summary statistics for Skill Groups and Precision Queueswithin Call Type ID. This information is useful for tying queues to resources and for forecasting and scheduling.

Note: For Unified CCE, the presence of certain data depends on the use of Enterprise Queuing and on whetherTranslation Routing is implemented.



Grouping: This report is grouped by call type and then by date and time.



• Call _Type

• Precision_Queue

• Call_Type_SG_Interval

• Attribute

• Router_Queue_Interval

• Skill_Group



All Fields HistoricalCall Type Queue Interval All Fields

Available Fields in the Call Type Queue Interval All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current.

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Current Fields in the Call Type Queue Interval All Fields Grid ViewCurrent fields are those fields that appear by default in a report grid view generated from the stock template.




Derived from Call_Type.EnterpriseName.

Call Type Name

The enterprise name for the skill group or agentprecision queue. You can identify a precision queueby the presence of Attributes next to the queue name.

Derived from: Skill_Group.Enterprise orPrecision_Queue.EnterpriseName

Precision Queue / Skill Group Name

The date and time for the data of a selected row.

Derived from: Call_Type_SG_Interval.DateTime.

DateTime


Attributes

The total number of tasks handled to completion forthe call type in the interval.

Derived from: Call_Type_SG_Interval.CallsHandled.

Handled


This field is a calculated field, derived from:Call_Type_SG_Interval.Handle Time /Call_Type_SG_Interval.CallsHandled.

AHT

The percentage of all handled tasks of the call typethat were queued in the interval.

This field is a calculated field, derived fromCall_Type_SG_Interval. CallsQHandled/Call_Type_SG_Interval.CallsHandled.

%Queued


All Fields HistoricalAvailable Fields in the Call Type Queue Interval All Fields Grid View



Derived from: Call_Type_SG_Interval.ServiceLevel.

SL


This field is a calculated field, derived from:Call_Type_SG_Interval.AnswerWaitTime /Call_Type_SG_Interval.CallsAnswered.

ASA

The total number of calls of this call type abandonedwithin the service level threshold during the interval.Valid for both Unified CCE and standard ACD targetsthat use translation routes.

Derived from:Call_Type_Interval.ServiceLevelAband.

Aban Within SL

The number of calls to the call type that wereabandoned in the Router queue during the interval.

Derived from: Call_Type_SG_Interval.RouterCallsAbandQ.

Aban in Queue

The longest a call had to wait before being answered,abandoned, or otherwise ended. This value includestime in the network queue, local queue, and ringingat the agent, if applicable.

Derived from:Router_Queue_Interval.MaxCallWaitTime

MaxCallWaitTime

The maximum number of calls queued for this skillgroup during this interval. Calls queued againstmultiple skill groups are included in the count foreach skill group to which the calls are queued.

Derived from:Router_Queue_Interval.MaxCallsQueued

MaxCallsQueued

Report Summaries

The summary line displays the maximum for MaxCallsQueued and MaxCallWaitTime.


All Fields HistoricalCurrent Fields in the Call Type Queue Interval All Fields Grid View

Call Type Skill Group Historical All FieldsThe Call Type Skill Group Historical All Fields report shows the summary statistics for Call Types and SkillGroups within each Call Type during the interval.



Grouping: This report is grouped by Call Type Name, and then by Skill Group Name, and then by date andtime.




• Call _Type

• Skill_Group

Available Fields in the Call Type Skill Group Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current.

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Current Fields in the Call Type Skill Group Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report grid view generated from the stock template.You can change them.




Derived from: Call_Type_SG_Interval.EnterpriseName.

Call Type Name

The enterprise name for the skill group.

Derived from: Skill_Group.Enterprise

Skill Group Name

The date and time for the data of a selected row.

Derived from: Call_Type_SG_Interval.DateTime.

DateTime

The total number of tasks handled to completion for the call type in theinterval.

Derived from: Call_Type_SG_Interval.CallsHandled.

Handled


All Fields HistoricalCall Type Skill Group Historical All Fields


The average time spent by the agent in handling a task in the interval,measured in HH:MM:SS (hours, minutes, seconds).

This field is a calculated field, derived from:Call_Type_SG_Interval.HandleTime/Call_Type_SG_Interval.CallsHandled.

AHT

The percentage of all handled tasks of the call type that were queued inthe interval.

This field is a calculated field, derived from:Call_Type_SG_Interval.CallsQHandled/Call_Type_SG_Interval.CallsHandled.

%Queued

Service Level Type used to calculate Service level for the interval.

Derived from: Call_Type_SG_Interval.ServiceLevel.

SL

Average Speed of Answer. The average answer wait time from when firstqueue to skill group or LAA select node was executed for this call to whenthis call was answered. This value is an important measure of servicequality because the time can vary, even over the course of one day, dueto call volumes and staff levels.


Call_Type_SG_Interval.AnswerWaitTime/Call_Type_SG_Interval.CallsAnswered.

ASA

The total number of calls of this call type abandoned within the servicelevel threshold during the interval. Valid for both Unified CCE andstandard ACD targets that use translation routes.

Derived from: Call_Type_SG_Interval.ServiceLevelAband.

Aban within SL

The number of calls to the call type that were abandoned in the Routerqueue during the interval.

Derived from: Call_Type_SG_Interval.RouterCallsAbandQ.

Aban in Queue

The maximum number of calls queued for this skill group during thisinterval. Calls queued against multiple skill groups are included in thecount for each skill group to which the calls are queued.

Derived from: Call_Type_SG_Interval.MaxCallsQueued

MaxCallsQueued

The longest a call had to wait before being answered, abandoned, orotherwise ended. This value includes time in the network queue, localqueue, and ringing at the agent if applicable.

Derived from: Call_Type_SG_Interval.MaxCallWaitTime

MaxCallWaitTime

Report Summaries: The summary line displays the averages from AHT, ASA, and %Queued; and totals forHandled, Aban within SL, and Aban in Queue.


All Fields HistoricalCurrent Fields in the Call Type Skill Group Historical All Fields Grid View

Enterprise Service Historical All FieldsEnterprise Services may be configured in an ICM environment to report collectively on a group of servicesacross ACDs. This report is not applicable to Contact Center Enterprise environments.



Grouping: This report is grouped by Enterprise Name.

Value List: Service


• Enterprise_Service

• Enterprise_Service_Member

• Service_Interval

• Service

Available Fields in the Enterprise Service Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from the Service_Interval table as documented in theDatabase Schema Guide forCisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Current Fields in the Enterprise Service Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.


The enterprise name of the enterprise service.

Derived from: Enterprise_Service.EnterpriseName.

Enterprise Name

The date and time of the selected row's data in MM/DD/YYYY(month, day, year) and HH:MM:SS (hour, minute, second) format.

DateTime Derived from: Service_Interval.DateTime.

DateTime

The total number of tasks associated with the service that wereanswered by agents in the interval.

Derived from: Service_Interval.CallsAnswered.

Ans

The average answer wait time in HH:MM:SS (hours, minutes,seconds) for all tasks answered for the service in the interval.

Derived from: Service_Interval.AvgSpeedAnswer.

ASA


All Fields HistoricalEnterprise Service Historical All Fields




The number of tasks associated with the service that were handledin the interval.

Derived from: Service_Interval.CallsHandled.

Handled

The average handle time in HH:MM:SS (hours, minutes, seconds)of tasks associated with the service ending in the interval.

Derived from: Service_Interval.AvgHandleTime.

AHT

The number of tasks associatedwith the service that were abandonedin queue in the interval.

Derived from: Service_Interval.CallsAbandQ.

Aban Q

Average delay time in HH:MM:SS (hours, minutes, seconds) oftasks associated with the service that were abandoned in queue inthe interval.

Derived from: Service_Interval.AvgDelayQAband.

Avg Delay Q Aban

The number of tasks associated with the service that were queuedin the interval.

Derived from: Service_Interval.CallsQ.

Task Q

The average delay in the queue for the tasks associated with theservice in the interval.

Derived from: Service_Interval.AvgDelayQ.

Avg Delay Q

The number of tasks associated with the service answered withinthe Unified ICM/Unified CCE service level threshold in the interval.

Derived from: Service_Interval.ServiceLevel.

SL

The default value that indicates how Unified ICM softwarecalculates the service level (that is, how it handles abandoned callsin calculating the service level). You can override this default forindividual services.

Derived From: Service_Interval.ServiceLevelType.

SL Type

The number of tasks transferred into the service in the interval. Thevalue is updated in the database when the call is completed.

Derived from: Service_Interval.TransferInCalls.

Trans In

The number of tasks transferred out of the service in the interval.The value is updated in the database when the transfer of the callis completed.

Derived from: Service_Interval.TransferOutCalls.

Trans Out


All Fields HistoricalCurrent Fields in the Enterprise Service Historical All Fields Grid View


The number of outbound tasks placed by agents associated withthe service in the interval.

Derived from: Service_Interval.CallsOut.

Out

The count of calls that are redirected with no answer within theskill group service level threshold in the last interval.

Derived from: Service_Interval.ServiceLevelCallsDequeued.

RONA

Report Summary: The report has a summary row for each Enterprise Name in the table and a total summaryfor all Enterprise Names. For more information, see Report Summary Rows, on page 7.

Enterprise Skill Group Historical All FieldsUse this report to review key statistics like incoming call rates and average speed of answer for EnterpriseSkill Groups. Enterprise Skill Groups provide the ability to group skill groups within a peripheral or in differentperipherals.

Applicable Environment: Unified CCE and Unified ICM


Grouping: This report is grouped by Enterprise Skill Group Name.

Value List: Enterprise Skill Group


• Enterprise_Skill_Group

• Enterprise_Skill_Group_Member

• Skill_Group

• Skill_Group_Interval


Available Fields in the Enterprise Skill Group Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are derived from the Skill_Group_Interval table as documented in the Database Schema Guidefor Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

Most fields take their value directly from the database.

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured intervalreporting. For example,FTEAgents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from(Skill_Group_Interval.TalkTime / 900).


All Fields HistoricalEnterprise Skill Group Historical All Fields



Current Fields in the Enterprise Skill Group Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template. You canchange them.


DescriptionColumn (Field

The enterprise skill group's enterprise name and ID.

Derived from: Enterprise_Skill_Group.EnterpriseName(Enterprise_Skill_Group.EnterpriseSkillGroupID).

Enterprise Skill Group Name

The number of tasks queued to this Skill Group in the interval.Derived from: Skill_Group_Interval.RouterCallsQueued.

This field is Current by default and is applicable to CCE only. Theequivalent field for Unified ICM is named Total Queued (ICM)is Available by default.

Ent Queued

The skill group's average speed of answer in HH:MM:SS (hour,minutes, seconds) calculated from the time spent by callers whenplaced in queue and ringing at the agent's desktop before the taskis answered divided by the number of tasks answered.

Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered.

ASA

The date and time of the selected row's data in MM/DD/YYYY(month, day, year) and HH:MM:SS (hour, minute, second) format.

Derived from: Skill_Group_Interval.DateTime.

DateTime

COMPLETED TASKS

The total number of tasks completed by this skill group in theinterval.

Derived from: (Skill_Group_Interval.CallsHandled +Skill_Group_Interval.RouterCallsAbandQ +Skill_Group_Interval.AbandonRingCalls +Skill_Group_Interval.RedirectNoAnswer).

Total

For voice: the total number of calls that were abandoned while theagent's phone was ringing. For non-voice: the total number of tasksthat were abandoned while being offered to an agent.

Derived from: (Skill_Group_Interval.RouterCallsAbandQ +Skill_Group_Interval.AbandonCallsRing ).

Aban

The total duration in HH:MM:SS (hours, minutes, and seconds)during the period that agents were logged into this skill group.

RONA


All Fields HistoricalCurrent Fields in the Enterprise Skill Group Historical All Fields Grid View


The number of Routed tasks handled within this skill group in theinterval.

Derived from: Skill_Group_Interval.CallsHandled.

Handled

TheAverage Handle Time in HH:MM:SS (hours, minutes, seconds)for tasks sent to the skill group.

Derived from: Skill_Group_Interval.HandledCallsTime /Skill_Group_Interval.CallsHandled.

AHT

The Average Active Time in HH:MM:SS (hours, minutes, seconds)for tasks sent to the skill group.

Derived from: Skill_Group_Interval.HandledCallsTalkTime /Skill_Group_Interval.CallsHandled.

AAT

The number of tasks offered to the skill group that abandoned whilebeing held or paused by the agent. The value is incremented at thetime the call disconnects.

Derived from: Skill_Group_Interval.AbandonHoldCalls.

Aban Hold

End of Completed Tasks Grouping

The time in HH:MM:SS (hours, minutes, seconds) that handlingcalls transferred into the skill group in the interval.

Derived from: Skill_Group_Interval.TransferInCallsTime.

Trans In



Trans Out

The number of completed outbound ACD calls made by agents inthe skill group, during a interval. The value is updated in thedatabase when any after-call work time associated with the call iscompleted.

Derived from: Skill_Group_Interval.AgentOutCalls.

Ext Out

AGENT STATE TIMES

The total time spent in the Active state within this skill group inthe interval, measured in HH:MM:SS (hours, minutes, seconds)format.

Derived from: Skill_Group_Interval.TalkTime.

Active Time




The total time agents spent in the Hold/Paused state in this skillgroup in the interval, measured in HH:MM:SS (hours, minutes,seconds) format.

Derived from: Skill_Group_Interval.HoldTime.

Hold Time

The total time in the interval the agents were logged into this skillgroup, measured in HH:MM:SS (hours, minutes, seconds) format.

Derived from: Skill_Group_Interval.LoggedOnTime.

Log On Duration

The percentage of time that agents have spent in the Not Active orAvailable state in relation to LoggedOnTime or the interval,whichever is less.

Derived from: (Skill_Group_Interval.AvailTime /Skill_Group_Interval.LoggedOnTime).

% Not Active

The percentage of time that agents spent in the Not Ready state inrelation to LoggedOnTime or the interval, whichever is less.

Derived from: (Skill_Group_Interval.NotReadyTime /Skill_Group_Interval.LoggedOnTime).

% Not Ready

The percentage of time the interval that the agent of this skill grouphas spent in Active state in this Skill Group in relation toLoggedOnTime.

Derived from: Skill_Group_Interval.TalkTime /Skill_Group_Interval.LoggedOnTime.

% Active

The percentage of time the interval that agents have put a call fromthis skill group on hold in relation to LoggedOnTime.

Derived from: (Skill_Group_Interval.HoldTime /Skill_Group_Interval.LoggedOnTime).

% Hold

The percentage of time the interval that agents have spent inReserved state waiting for an ICM routed call from this skill groupin relation to LoggedOnTime.

Derived from: (Skill_Group_Interval.ReservedStateTime /Skill_Group_Interval.LoggedOnTime).

% Reserved

The percentage of time the interval that agents have spent inWrap-up state after incoming or outgoing tasks in relation toLoggedOnTime or interval, whichever is less.

Derived from: (Skill_Group_Interval.WorkReadyTime +Skill_Group_Interval.WorkNotReadyTime) /Skill_Group_Interval.LoggedOnTime).

% Wrap Up




The percentage of time the interval that the agents of this skill groupspent in busy other state.

Derived from: (Skill_Group_Interval.BusyOtherTime /Skill_Group_Interval.LoggedOnTime).

% Busy Other

The maximum number of calls queued for this skill group duringthis interval. Calls queued against multiple skill groups will beincluded in the count for each skill group it was queued to.

Derived from : Skill_Group_Interval. RouterMaxCallsQueued.

The system displays data in this field only if your UnifiedIntelligence Center system is connected to Unified ICM Release8.0(3) or later.

RouterMaxCallsQueued

The longest time a call had to wait before it was dispositioned(abandoned or answered) in this interval.

Derived from : Skill_Group_Interval. RouterMaxCallWaitTime.

The system displays data in this field only if your UnifiedIntelligence Center system is connected to Unified ICM Release8.0(3) or later.

RouterMaxCallWaitTime

Report Summary: There is a summary for each Enterprise Skill Group Name and a total report summary.The summary line displays the Max for RouterMaxCallsQueued and RouterQueueCalls.

IVR Ports Performance HistoricalUse this report to determine the business of the Cisco IVR and to evaluate information like percentage busyto help with IVR capacity planning.



Grouping: This report is grouped by IVR Ports.

Value List: Trunk

Database Schema Tables from which data is retrieved: Trunk Group and Trunk_Group_Half_Hour.

Available Fields in the IVR Ports Performance Historical Grid ViewAdditional Available fields for this template are populated from the Trunk Group and Trunk_Group_Half_Hourtables as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.


All Fields HistoricalIVR Ports Performance Historical



Current Fields in the IVR Ports Performance Historical Grid ViewCurrent fields are those fields that appear by default in a grid view report generated from the stock template.


The name of the IVR port used by the trunk group.

Derived from: Trunk_Group.EnterpriseName.

IVR Ports

The date and time of the selected row's data inMM/DD/YYYY (month, day, year) and HH:MM:SS (hour,minute, second) format.

Derived from: Trunk_Group_Half_Hour.DateTime.

DateTime

The number of ports in the group in service at the end of theinterval.

Derived from: Trunk_Group_Half_Hour.TrunksInService.

Ports

The percentage of time that the trunk groups in service werein use in the interval (for Inbound Only).

Derived from: Trunk_Group_Half_Hour.InUseInboundTime/ Trunk_Group_Half_Hour.InServiceTime.

% Busy

The total time, in HH:MM:SS (hours, minutes, seconds), inthe interval, that all ports in the group were busy.

Derived from: Trunk_Group_Half_Hour.AllTrunksBusy.

All Ports Busy

Report Summary

This report has a Group Summary for each IVR Port for each interval. It also has a Report Summary showingall fields for all IVR Ports. For more information, see Report Summary Rows, on page 7.

Peripheral Service Historical All FieldsWith ICM, the Peripheral Service Historical report provides summary interval information such as callshandled and average speed of answer for services. For information on mapping TDM entities, such as VDNsin Avaya, see the relevant ACD supplement. Peripheral Service reports are not applicable to Contact CenterEnterprise environments.



Grouping: This report is grouped by Service Name.

Value List: Service


• Service


All Fields HistoricalCurrent Fields in the IVR Ports Performance Historical Grid View

• Service_Interval

Available Fields in the Peripheral Service Historical All Fields Grid ViewAvailable fields for this report grid include the fields that appear by default as Current. Additional Availablefields in this report are populated from the Service_Interval table as documented in the Database SchemaGuide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

The exeption is the Service field, which is derived from Service.ServiceName.

Current Fields in the Peripheral Service Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report grid generated from the stock template.

Current fields are listed in the order (left to right) in which they appear by default in the stock template.


The enterprise name of the peripheral service.

Derived from: Service.EnterpriseName.

Service Name

The date and time of the selected row's data in MM/DD/YYYY(month, day, year) andHH:MM:SS (hour, minute, second) format.

Derived from: Service_Interval.DateTime.

DateTime

The total number of tasks associated with the service that wereanswered by agents in the interval.

Derived from: Service_Interval.CallsAnswered.

Ans

The average answer wait time in HH:MM:SS (hours, minutes,seconds) for all tasks answered for the service in the interval.

Derived from: Service_Interval.AvgSpeedAnswer.

ASA

The number of tasks associated with the service that were handledin the interval.

Derived from: Service_Interval.CallsHandled.

Handled

The average handle time in HH:MM:SS (hours, minutes, seconds)of tasks associated with the service ending in the interval.

Derived from: Service_Interval.HandleTime /Service_Interval.CallsHandled.

AHT

The number of tasks associated with the service that wereabandoned in queue in the interval.

Derived from: Service_Interval.CallsAbandQ.

Aban Q


All Fields HistoricalAvailable Fields in the Peripheral Service Historical All Fields Grid View




The average delay time in HH:MM:SS (hours, minutes, seconds)of tasks associated with the service that were abandoned in queuein the interval.

Derived from: Serivce_Interval.DelayQAbandTime /Service_Interval.CallsAbandQ.

Avg Delay Q Aban

The total number of tasks associated with the service that werequeued in the interval.

Derived from: Service_Interval.CallsQ.

Task Q

The average delay in queue for tasks associated with the servicein the interval.

Derived from: Service_Interval.AvgDelayQ.

Avg Delay Q

The Enterprise service level for the service in the interval.

Derived from: Service_Interval.ServiceLevel.

SL

The default value that indicates how the service level is calculatedby the ICM software (that is, how abandoned calls are handledin calculating the service level). You can override this defaultfor individual services.

Derived From: Service_Interval.ServiceLevelType.

SL Type

The number of tasks transferred into the service in the interval.The value is updated in the database when the call is completed.

Derived from: Service_Interval.TransferInCalls.

Trans In



Trans Out

The number of outbound tasks placed by agents associated withthe service in the interval.

Derived from: Service_Interval.CallsOut.

Out

The count of calls that are redirected with no answer within theskill group service level threshold in the last interval.

Derived from: Service_Interval.RedirectNoAnsCalls.

RONA

Report Summary: The report has a summary row for each Service Name and a total summary for all Services.For more information, see Report Summary Rows, on page 7.


All Fields HistoricalCurrent Fields in the Peripheral Service Historical All Fields Grid View

Peripheral Skill Group Historical All FieldsPeripheral Skill Group reports show key statistics per skill group such as average speed of answer and callshandled, as well as agent state times per skill group. Use this report to evaluate skill group performance.

Note:Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report).This includes any tasks which began before the time frame shown. However, this does not include tasks wherethe caller abandoned in the local ACD queue.

This report displays the same data as the Enterprise Skill Group Historical report except that this report isorganized by media rather then by skill group.


Views: This report has a grid view and a stacked bar chart view.

Grouping: This report is grouped by Skill Group Name.




• Skill_Group


Available Fields in the Peripheral Skill Group Historical Grid ViewAvailable fields for this report include the fields that appear by default as Current. In addition, most Availablefields in this report are derived from the Skill_Group_Interval table as documented in the Database SchemaGuide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

Most fields but one take their value directly from the database.

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured intervalreporting. For example,FTEAgents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from(Skill_Group_Interval.TalkTime / 900).

Current Fields In the Peripheral Skill Group Historical Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The skill group's enterprise name and ID.

Derived from: Skill_Group.EnterpriseName(Skill_Group.SkillTargetID).

Skill Group Name


All Fields HistoricalPeripheral Skill Group Historical All Fields




The date and time of the selected row's data inMM/DD/YYYY (month, day, year) and HH:MM:SS(hour, minute, second) format.

Derived from: Skill_Group_Interval.DateTime.

DateTime

The number of tasks queued to this Skill Group inthe interval.

Derived from:Skill_Group_Interval.RouterQueueCalls +Skill_Group_Interval.CallsQueued.

This field is Current by default and is applicable toCCE only. The equivalent field for Unified ICM isnamed Total Queued (ICM) is Available by default.

Ent Queued

The skill group's average speed of answer inHH:MM:SS (hour, minutes, seconds) calculated fromthe time spent by callers when placed in queue andringing at the agent's desktop before the task isanswered divided by the number of tasks answered.

Derived from: Skill_Group_Interval.AnswerWaitTime/ Skill_Group_Interval.CallsAnswered.

ASA

SERVICE LEVEL

The count of calls that are routed to the skill groupor queued to the skill group in the last interval.

Derived from:Skill_Group_Interval.ServiceLevelCalls.

SL Ans

The count of calls that are abandoned within the skillgroup service level threshold in the last interval.

Derived from:Skill_Group_Interval.ServiceLevelCallsAband.

SL Aban

COMPLETED TASKS

The total number of tasks completed by this skillgroup in the interval.

Derived from: (Skill_Group_Interval.CallsHandled+ Skill_Group_Interval.RouterCallsAbandQ +Skill_Group_Interval.AbandonRingCalls +Skill_Group_Interval.RedirectNoAnswer).

Total


All Fields HistoricalCurrent Fields In the Peripheral Skill Group Historical Grid View


For voice: the total number of calls that wereabandoned while the agent's phone was ringing. Fornon-voice: the total number of tasks that wereabandoned while being offered to an agent.

Derived from:(Skill_Group_Interval.RouterCallsAbandQ +Skill_Group_Interval.AbandonCallsRing).

Aban

The count of calls that are redirected with no answerwithin the skill group service level threshold in thelast interval.

Derived from:Skill_Group_Interval.RedirectNoAnsCalls.

RONA

The number of Routed tasks handled within this skillgroup in the interval.


Handled

The Average Handle Time in HH:MM:SS (hours,minutes, seconds) for tasks sent to the skill group.

Derived from:Skill_Group_Interval.HandledCallsTime /Skill_Group_Interval.CallsHandled.

AHT

The Average Active Time in HH:MM:SS (hours,minutes, seconds) for tasks sent to the skill group.

Derived from:Skill_Group_Interval.HandledCallsTalkTime /Skill_Group_Interval.CallsHandled.

AAT

The number of tasks offered to the skill group thatabandoned while being held or paused by the agent.The value is incremented at the time the calldisconnects.

Derived from:Skill_Group_Interval.AbandonHoldCalls.

Aban Hold

End of Completed Tasks Grouping

The number of tasks transferred into the skill groupin the interval. The value is updated in the databasewhen the call is completed.

Derived from: Skill_Group_Interval.TransferInCalls.

Trans In




The number of tasks this agent transferred to anotheragent or skill group in the interval. This includesConsultative Calls. The value is updated in thedatabase when the transfer of the call is completed.

Derived from:Skill_Group_Interval.TransferredOutCalls +Skill_Group_Interval.NetTransferredOutCalls.

Trans Out

For default skill groups: the number of times an agentinitiated an outgoing external call in the interval. Forrouting skill groups: the number of times an agentinitiated a transfer or conference to an external devicein the interval.

Derived from: Skill_Group_Interval.AgentOutCalls.

Ext Out

AGENT STATE TIME

The time in HH:MM:SS (hours, minutes, seconds)that agents in the skill group were in the Active statein the interval.

Derived from: Skill_Group_Interval.TalkTime.

Active Time

The total time agents spent in the Hold/Paused statein this skill group, measured in HH:MM:SS (hours,minutes, seconds) format. Includes Incoming Directand Outgoing Internal, although call counts are notshown in this report.

Derived from: Skill_Group_Interval.HoldTime.

Hold Time

The percentage of agents in the skill group who areNOT currently involved in tasks and who are readyto accept calls or tasks.

Derived from: Skill_Group_Interval.AvailTime /Skill_Group_Interval.LoggedOnTime.

% Not Active

The percentage of time that agents spent in the NotReady state in relation to LoggedOnTime or theinterval, whichever is less.

Derived from: (Skill_Group_Interval.NotReadyTime/ Skill_Group_Interval.LoggedOnTime).

% Not Ready




The percentage of agents in the skill group who areworking on incoming tasks or who are in one of thetalking states.

Derived from:(Skill_Group_Skill_Group_Interval.TalkingInTime+Skill_Group_Skill_Group_Interval.TalkingOutTime+Skill_Group_Skill_Group_Interval.TalkingOtherTime+Skill_Group.Skill_Group_Interval.TalkingAutoOutTime+Skill_Group.Skill_Group_Interval.TalkingPreviewTime+Skill_Group.Skill_Group_Interval.TalkingReserveTime)/ Skill_Group_Skill_Group_Interval.LoggedOnTime.

% Active

The percentage of time that agents spent in theHold/Paused state in relation to LoggedOnTime orinterval, whichever is less.

Derived from: (Skill_Group_Interval.HoldTime /Skill_Group_Interval.LoggedOnTime).

% Hold

The percentage of time that agents spent working onReserved time in relation to LoggedOnTime orinterval, whichever is less.

Derived from: (Skill_Group_Interval.ReservedStateTime /Skill_Group_Interval.LoggedOnTime).

% Reserved

The percentage of time that agents have spent inWrap-up state after incoming or outgoing calls inrelation to LoggedOnTime or interval, whichever isless.

Derived from:((Skill_Group_Interval.WorkReadyTime +Skill_Group_Interval.WorkNotReadyTime) /Skill_Group_Interval.LoggedOnTime).

% Wrap Up


Derived from:Skill_Group_Interval.RouterMaxCallsQueued.


RouterMaxCallsQueued




The longest time a call had to wait before it wasdispositioned (abandoned, answered, and so on) inthis interval.

Derived from:Skill_Group_Interval.RouterMaxCallWaitTime.


RouterMaxCallWaitTime

The total number of ACD calls to the skill group thatwere abandoned while ringing at an agent's position.The value is incremented at the time the calldisconnects.

Derived from:Skill_Group_Interval.AbandonRingCalls.

AbandonRingCalls

The number of calls answered by agents associatedwith a skill group during the reporting interval. Thisvalue is set by the PG. The number of calls answeredincludes only handled calls and internal calls received.The value is incremented at the time the call isanswered.

Derived from: Skill_Group_Interval.CallsAnswered.

CallsAnswered

Report Summary: There is a summary for each Skill Group Name and a total report summary. The summaryline displays the Max for RouterMaxCallsQueued and RouterQueueCalls. For more information, see ReportSummary Rows, on page 7.

Precision Queue Abandon Answer Distribution HistoricalPrecision Queue Abandon Answer Distribution is used to identify where (in the routing) callers are abandoningand to identify the typical wait times and caller tolerance. For each precision queue, reports generated fromthis template display the number of answered and abandoned calls for separate intervals for the report timeperiod, broken out into interval summaries.





• Attribute


• Precision_Queue


All Fields HistoricalPrecision Queue Abandon Answer Distribution Historical



Available Fields in the Precision Queue Abandon-Answer DistributionHistorical Grid View

Available fields for this report include the fields that display by default as Current. Additional Available fieldsfor this template are populated from the Skill_Group_Interval and Bucket_Intervals tables as documented inthe Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

The following fields are from the Skill_Group_Interval table:

• Ans Wait Time: Derived from Skill_Group_Interval.AnswerWaitTime

• BucketIntervalID: Derived from Skill_Group_Interval.BucketIntervalID

• Calls Handled: Derived from Skill_Group_Interval.CallsHandled

• SkillTargetID: Derived from Skill_Group_Interval.SkillTargetID

• DelayQAban: Derived from Skill_Group_Interval.RouterDelayQAbandTime

• Router Calls Aban: Derived from Skill_Group_Interval.RouterCallsAbandToAgent+Skill_Group_Interval.RouterCallsAbandQ

The following Available fields are from the Bucket_Intervals table:

Interval 1 - Interval 10:Derived fromBucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9 wherethe tenth interval is everything greater than UpperBound9.

Current Fields in the Precision Queue Abandon-Answer Distribution HistoricalGrid View

Current fields are those fields that appear by default in a report generated from the stock template.



The enterprise name of the Precision Queue and itsprecision queue ID.

Derived from: Precision_Queue.EnterpriseName andPrecision_Queue.PrecisionQueueID

Precision Queue


Attributes

The date and time at the start of the reporting interval.

Derived from: Router_Queue_Interval.DateTime

DateTime


All Fields HistoricalAvailable Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View




The precision queue average speed of answer inHH:MM:SS (hour, minutes, seconds) based on thetime spent by callers in the queue and ringing at anagent desktop before the task is answered divided bythe number of answered tasks.

Derived from: Skill_Group_Interval.AnswerWaitTime/ Skill_Group_Interval.CallsAnswered

ASA

Interval 1 - Interval 10

The amount of time that a call should be handled by.

Derived from:Bucket_Interval.UpperBound1(through9)

Interval

The number of calls which were answered in thisinterval.

Derived from: RouterQueueInterval.AnsInterval1(through10)

Answered

The number of calls which were abandoned in thisinterval.

Derived from: RouterQueueInterval.AbandInterval1(through10)

Abandoned

The maximum number of calls in queue for this SkillGroup during this interval.

Derived from:Skill_Group_Interval.RouterMaxCallsQueued

MaxCallsQueued

The longest time a call elapsed before it wasabandoned or answered in this interval.

Derived from:Skill_Group_Interval.RouterMaxCallWaitTime

MaxCallWaitTime

Precision Queue EfficiencyPrecision Queue Efficiency reports the efficiency and effectiveness of the Precision Queue logic by identifyingthe disposition of contacts per step.

Precision Queue Efficiency is an interval report.

The Precision Queue Efficiency report reflects trends across intervals and is not intended for reconciling thenumbers within an interval.


All Fields HistoricalPrecision Queue Efficiency

It is possible for a call to span intervals, therefore, a call may be offered in one time interval and answered ina second.



Grouping: This report is grouped by Precision Queue Name.



• Attribute

• Precision_Queue


Available Fields in the Precision Queue Efficiency All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional available fieldsin this report are derived from the Router_Queue_Interval table as documented in the Database Schema Guide.

Current Fields in the Precision Queue Efficiency All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.

The following current fields are listed in the order (left to right) in which they appear by default in the stocktemplate.

AsOverflow and Skipped relate to following steps, they are inapplicable in step 10 (which has no followingstep) and, therefore, do not appear in step 10 in the report.


The enterprise name of the precision queue and itsprecision queue ID.

Derived from: Precision_Queue.EnterpriseName andPrecision_Queue.PrecisionQueueID.

Precision Queue


Attributes

The date and time at the start of the reporting interval.

Derived from: Router_Queue_Interval.DateTime

DateTime

The total number of calls offered for this precisionqueue in this reporting interval.

Derived from: Router_Queue_Interval.CallsOffered

CallsOffered

Step 1 - Step 10


All Fields HistoricalAvailable Fields in the Precision Queue Efficiency All Fields Grid View


The number of calls offered in this step.

Derived from: Router_Queue_Interval.OfferedStep(n)

Offered

The number of calls skipped in this step.

Derived from: Router_Queue_Interval.SkipStep(n)

Skipped

The total of all calls offered in this precision queuethat were answered in this step.

Derived from: Router_Queue_Interval.AnsStep(n)

Answered

The number of calls abandoned in this step.

Derived from:Router_Queue_Interval.AbandInterval(n)

Abandoned

The number of calls which overflowed to the nextstep.

Computed from:Router_Queue_Interval.OfferedStep(n+1)+SkipStep(n+1)

Overflow

This is a link to a Precision Queue Efficiency DrillDown report. For more information, see PrecisionQueue Efficiency Drill Down, on page 82.

PrecisionQueueChart

Precision Queue Efficiency Drill DownThe Precision Queue Efficiency Drill Down report is filtered by the Precision Queue name and an absoluteDate Time range. For each 15- or 30-minute interval in a time span, the percentage of calls that are answeredfor each step of the Precision Queue are displayed on a stacked bar.

The Y axis is percentage answered, and the X axis is time.

It is possible to have more than 100% answered in a step because it is an interval based metric; a call mighthave been offered in one time interval and answered in another.

If you select multiple Precision Queues, the percent answered can grow to 200%.

The Precision Queue Efficiency Drill Down report reflects trends across intervals and is not intended forreconciling the numbers within an interval.


Views: This report has a stacked bar chart view only.



• Precision_Queue


All Fields HistoricalPrecision Queue Efficiency Drill Down


Precision Queue Interval All FieldsUse this report to evaluate Precision Queue performance and staffing. Precision Queue Interval provides keystatistics per Precision Queue such as average speed of answer and contacts handled, as well as agent statetimes. The Precision Queue interval report is comparable to Peripheral Skill Group Historical.






• Attribute

• Precision_Queue



Available Fields in the Precision Queue Interval All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. In addition, most Availablefields in this report are derived from the Router_Queue_Interval and Skill_Group_Interval table as documentedin the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Current Fields in the Precision Queue Interval All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The enterprise name of the Agent Precision Queue.

Derived from: Precision_Queue.EnterpriseName.

Precision Queue


Attributes

The date and time of the data for a selected row.

Derived from: Router_Queue_Interval.DateTime.

Date Time

Derived from: Router_Queue_Interval.QueueCalls.Calls Queued


All Fields HistoricalPrecision Queue Interval All Fields




The precision queue average speed of answer inHH:MM:SS(hour, minutes, seconds) based on thetime spent by callers in the queue and ringing at anagent desktop before the task is answered divided bythe number of answered tasks.

Derived from: Skill_Group_Interval.AnswerWaitTime/Skill_Group_Interval.CallsAnswered.

ASA

Service Level


Derived from: Router_Queue_Interval.ServiceLevel.

Service Level

The number of calls that are routed to the precisionqueue or queued to the precision queue in the lastinterval.

Derived from:Router_Queue_Interval.ServiceLevelCallsOffered.

SL Ans

The number of calls that are abandoned within theprecision queue service level threshold in the lastinterval.

Derived from:Router_Queue_Interval.ServiceLevelCallsAband.

SL Aban

Completed Tasks

The total number of tasks completed by this precisionqueue in the interval.

Derived from: (Skill_Group_Interval.CallsHandled+ Skill_Group_Interval.RouterCallsAbandQ+Skill_Group_Interval.AbandonRingCalls+Skill_Group_Interval.RedirectNoAnswer)

Total

For voice: the total number of calls that are abandonedwhile an agent phone is ringing.

For non-voice: the total number of tasks that areabandoned while offered to an agent.

Derived from: Router_Queue_Interval.CallsAbandQ+ Skill_Group_Interval.AbandonRingCalls.

Aban


All Fields HistoricalCurrent Fields in the Precision Queue Interval All Fields Grid View


The count of calls that are redirected with no answerwithin the Precision Queue service level threshold inthe last interval.

Derived from:Skill_Group_Interval.RedirectNoAnsCalls.

RONA

The number of inbound calls for which agents in theprecision queue during the interval answered andcompleted.


Handled

The average time spent by agents in this precisionqueue handling a task in the interval.

This field is a calculated field, derived from:(Skill_Group_Interval.HandledCallsTime /Skill_Group_Interval.CallsHandled)

AHT

The Average Active Time in HH:MM:SS (hours,minutes, seconds) for tasks sent to the precisionqueue.

Derived from:Skill_Group_Interval.HandledCallsTalkTime/Skill_Group_Interval.CallsHandled

AAT

The number of tasks offered to the precision queuethat are abandoned while being held or paused by theagent. The value is incremented at the time the calldisconnects.

Derived from:Skill_Group_Interval.AbandonHoldCalls

Aban Hold

The time in HH:MM:SS (hours, minutes, seconds)that handling calls transferred into the precision queuein the interval.

Derived from:Skill_Group_Interval.TransferInCallsTime

Trans In

The number of tasks this agent transferred to anotheragent or precision queue in the interval. This includesConsultative Calls. The value is updated in thedatabase when the transfer of the call is completed.

Derived from:Skill_Group_Interval.TransferredOutCalls +Skill_Group_Interval.NetTransferredOutCalls

Trans Out




For default precision queues: the number of times anagent initiated an outgoing external call in the interval.For routing precision queues: the number of times anagent initiated a transfer or conference to an externaldevice in the interval.

Derived from: Skill_Group_Interval.AgentOutCalls

Ext Out

Agent State Time

The time in HH:MM:SS (hours, minutes, seconds)that agents in the precision queue were in the Activestate in the interval.

Derived from: Skill_Group_Interval.TalkTime

Active Time

The total time agents spent in the Hold/Paused statein this precision queue, measured in HH:MM:SS(hours, minutes, seconds) format. Includes IncomingDirect and Outgoing Internal, although call countsare not shown in this report.

Derived from: Skill_Group_Interval.HoldTime

Hold Time

The total duration in HH:MM:SS (hours, minutes,and seconds) during the period that agents werelogged into this skill group.

Derived from: Skill_Group_Interval.LoggedOnTime

Log On Duration

The percentage of time that agents spent in the NotActive or Available state in relation toLoggedOnTime. This field applies to all precisionqueues.

This field is a calculated field derived from:Skill_Group_Interval.AvailTime /Skill_Group_Interval.LoggedOnTime

%Not Active

The percentage of time that agents spent in the NotReady state in relation to LoggedOnTime or theinterval, whichever is less. This field applies to allprecision queues.

This field is a calculated field, derived from:Skill_Group_Interval.NotReadyTime /Skill_Group_Interval.LoggedOnTime

%Not Ready




The percentage of time that agents spent talking oncalls in this precision queue in relation toLoggedOnTime.

This field is a calculated field, derived from:(Skill_Group_Interval.TalkInTime +Skill_Group_Interval.TalkOutTime +Skill_Group_Interval.TalkOtherTime +Skill_Group_Interval.TalkAutoOutTime +Skill_Group_Interval.TalkPreviewTime +Skill_Group_Interval.TalkReserveTime) /Skill_Group_Interval.LoggedOnTime

% Active

The percentage of time that agents put a call on holdor paused a task in relation to LoggedOnTime or theinterval, whichever is less.

This field is a calculated field, derived from:Skill_Group_Interval.HoldTime /Skill_Group_Interval.LoggedOnTimeTime

% Hold

The percentage of time that agents spent in theReserved state waiting for an ICM routed task fromthis precision queue in relation to LoggedOnTime.

This field is a calculated field, derived from:Skill_Group_Interval.ReservedStateTime /Skill_Group_Interval.LoggedOnTime

% Reserved

The percentage of time that agents spent in theWrap-upstate after incoming or outgoing calls to/fromthis precision queue in relation to LoggedOnTime.

This field is a calculated field, derived from:(Skill_Group_Interval.WorkReadyTime +Skill_Group_Interval.WorkNotReadyTime) /Skill_Group_Interval.LoggedOnTime

% Wrap Up

The percentage of Ready time that agents in theprecision queue spent talking or doing call workduring the current five-minute interval. This is thepercentage of time agents spend working on callsversus the time agents were ready.

Derived from:Skill_Group_Real_Time.PercentUtilizationTo5

% Utilization

The number of calls answered by this precision queueacross all peripherals.

Derived from:Router_Queue_Interval.CallsAnswered

Calls Ans




For voice: the total number of calls that are abandonedwhile the agent phone is ringing.

For non-voice: the total number of tasks that areabandoned when offered to an agent.

Derived from:Skill_Group_Interval.AbandonRingCalls

Aban ring

The longest a call had to wait before being answered,abandoned, or otherwise ended. This includes timein the network queue, local queue, and ringing at theagent if applicable.

Derived from:Router_Queue_Interval.MaxCallWaitTime

MaxCallWaitTime

The maximum number of calls queued for thisprecision queue during this interval. Calls queuedagainst multiple precision queues are included in thecount for each precision queue to which the calls arequeued.

Derived from:Router_Queue_Interval.MaxCallsQueued

MaxCallsQueued

Skill Group Abandon-Answer Distribution HistoricalThe Skill Group Abandon-Answer Distribution Historical report identifies where in the skill group callers areabandoning and the typical wait times for callers.



Grouping: This report is grouped and sorted by Skill Group Name.

Value List: Skill Groups



• Skill_Group



All Fields HistoricalSkill Group Abandon-Answer Distribution Historical

Available Fields in the Skill Group Abandoned-Answer Distribution HistoricalGrid View

Available fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from the following tables.

These Available fields are from the Skill_Group_Interval table:

• Ans Wait Time Derived from: Skill_Group_Interval.AnswerWaitTime.

• BucketIntervalID Derived from: Skill_Group_Interval.BucketIntervalID.

• Calls Handled Derived from: Skill_Group_Interval.CallsHandled.

• SkillTargetID Derived from: Skill_Group_Interval.SkillTargetID.

• DelayQAban Derived from: Skill_Group_Interval.CallDelayAbandTime.

• Router Calls Aban: Derived from: Skill_Group_Interval.TotalCallsAband.

These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Guide forCisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html:

int1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

Current Fields in the Skill Group Abandoned-Answer Distribution HistoricalGrid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.You can change them.


The headings for the Interval fields are dynamic headers; they show the intervals you defined.


The enterprise name of the Skill Group.

Derived from:Skill_Group.EnterpriseName.

Skill Group Name

The date and time when the call type interval datawas generated inMM/DD/YYYY (month, day, year)and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period, thereis summary row for each selected call type.

Derived from:Skill_Group_Interval.DateTime.

Date Time


All Fields HistoricalAvailable Fields in the Skill Group Abandoned-Answer Distribution Historical Grid View




Average Speed of Answer. The average answer waittime from when first queue to skill group or LAAselect node was executed for this call to when thiscall was answered. This is an important measure ofservice quality because the time can vary, even overthe course of one day, due to call volumes and stafflevels.

This is a calculated field, derivedfrom:Skill_Group_Interval.AnswerWaitTime/Skill_Group_Interval.CallsAnswered.

ASA

The number of calls answered/abandoned betweenthe time set to begin measuring and interval 1. Thesystem default interval 1 is 8 seconds. For example:00:00 - 00:08.

Derived from:Skill_Group_Interval.AnsInterval(1)and Skill_Group_Interval.AbandInterval(1).

Int 1 Ans and Aban



Int 2 Ans and Aban

The number of calls answered/abandoned betweeninterval 2 and interval 3. The system default interval3 is 60 seconds (1 minute). For example: 00:38 -01:38.


Int 3 Ans and Aban



Int 4 Ans and Aban



Int 5 Ans and Aban


All Fields HistoricalCurrent Fields in the Skill Group Abandoned-Answer Distribution Historical Grid View




Int 6 Ans and Aban



Int 7 Ans and Aban



Int 8 Ans and Aban

The number of calls answered/abandoned betweeninterval 8 and interval 9. The system default interval9 is 1200 seconds (20 minutes). For example: 23:08- 43:08.


Int 9 Ans and Aban

The number of calls answered/abandoned within theremaining time in the report time period measured inminutes and seconds. For example: > 43:08.


> Int 9 Ans and Aban


Derived from : Skill_Group_Interval.MaxCallsQueued.


MaxCallsQueued





Derived from :Skill_Group_Interval.MaxCallWaitTime.


MaxCallWaitTime

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totalsfor the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns.



C H A P T E R 9All Fields Real Time

• Agent Precision Queue Membership, page 93

• Agent Queue Real Time, page 94

• Agent Real Time, page 99

• Agent Skill Group Real Time, page 101

• Agent State Real Time Graph, page 105

• Agent Team Real Time, page 106

• Agent Team State Counts Real Time, page 109

• Call Type Real Time, page 112

• Enterprise Skill Group Real Time, page 114

• Peripheral Service Real Time All Fields, page 118

• Peripheral Skill Group Real Time All Fields, page 121

• Precision Queue Real Time All Fields, page 125

• Precision Queue Step Real Time, page 129

• System Capacity Real Time, page 130

Agent Precision Queue MembershipAgent Precision Queue Membership displays the active membership of agents in precision queues along withthe attributes in those precision queues. Note that this membership is dynamic so this information is availablein real-time only.



Grouping: This report is grouped by Agent Name.

Value List: Agent



• Agent

• Agent_Skill_Group_Real_Time

• Attribute

• Person

• Precision Queue

Available Fields in the Agent Precision Queue Membership Grid ViewAdditional Available fields in this report are populated from fields in the Agent_Skill_Group_Real_Timetable as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Note also that:

• Precision Queue is derived from: Precision_Queue.EnterpriseName

• Attribute [1-n] is derived from: Attribute.EnterpriseName

Current Fields in the Agent Precision Queue Membership Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.




Derived from: Person.LastName "," Person.FirstName

Agent Name

The precision queues with which the agent is associated.

Derived from: Precision_Queue.EnterpriseName

Precision Queue

The attributes used in the precision queue definition. The reportshows only those attributes that are used.

Attributes

Agent Queue Real TimeAgent Queue Real Time provides combined information for Skill Groups and Precision Queues. Note thatagents with multiple skills or Precision Queues have a line item for each one in this report. Use this report tounderstand activity and staffing of Skill Groups and Precision Queues.



Grouping: This report is grouped by Skill Group Name.


All Fields Real TimeAvailable Fields in the Agent Precision Queue Membership Grid View



Value List: Agent


• Agent

• Agent_Real_Time


• Attribute

• Controller_Time


• Person

• Precision Queue

• Reason_Code

• Service

• Skill_Group

• Skill_Group_Real_Time

Available Fields in the Agent Queue Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current.

Additional Available fields in this report are populated from fields in the Agent_Real_Time table as documentedin the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Note also that:

•Media is derived from: Media_Routing_Domain.EnterpriseName.

• Service Name is derived from: Service.EnterpriseName.

• Enterprise Name is derived from: Agent.EnterpriseName.

Current Fields in the Agent Queue Real Time Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



All Fields Real TimeAvailable Fields in the Agent Queue Real Time Grid View




Precision Queue or Skill Group Name.

Precision Queue is derived from:Precision_Queue.EnterpriseName

The precision route associated with the task on which the agentis currently working. Because an agent can log into multipleprecision routes, this field is not filled until the agent isassigned a task.

Skill Group Name is derived from:Skill_Group.EnterpriseName

The skill group associated with the task on which the agent iscurrently working. Because an agent can log into multiple skillgroups, this field is not filled until the agent is assigned a task.


The attributes used in the precision queue definition. The reportshows only those attributes that are used.

Attributes


Derived from: Person.LastName + ", " + Person.FirstName.

Agent Name

The number of tasks currently queued for the skill group orprecision queue.

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

This field is Current by default and is applicable only to theUnified CCE. The equivalent field for the Unified ICM isnamed Queued Now (ICM) and is Available by default.

Ent Queued Now

The phone extension into which the agent is logged.

Derived from: Agent_Real_Time.Extension.

Extension

The current state of the agent in this skill group or precisionqueue. See Agent states.

Derived from: Agent_Skill_Group_Real_Time.AgentState.

Agent State

The date and time that the agent logged in to the skill groupor precision queue. The format is MM/DD/YYYY (month,day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from:Agent_Skill_Group_Real_Time.DateTimeLogin.

LogOn DateTime

The time spent in the current agent state in HH:MM:SS (hours,minutes, seconds) format.

This is a calculated field derived from: DATEDIFF(seconds,Agent_Real_Time.DateTimeLastStateChange, getdate()).

Duration in Current State


All Fields Real TimeCurrent Fields in the Agent Queue Real Time Grid View


The mode by which the agent is connected (populated only forthe Unified CCE):

• 0 = NotMobile (Local agent; normal ACD/Unified CCEphone or non-voice task).

• 1 = Call By Call (Mobile agent's phone is connected foreach incoming call).

• 2 = Nailed Connection (Mobile agent calls and logs inonce; line remains connected through multiple calls).

Derived from: Agent_Real_Time.PhoneType.

Mobile Agent Mode

For a mobile agent (an agent working remotely), the currentphone number. Populated only for the Unified CCE.

Derived from: Agent_Real_Time.RemotePhoneNumber.

Mobile Agent Phone#

A code received from the peripheral that indicates the reasonfor the agent's last state change. If the code is not defined, thisdisplays 0.

Derived from: Agent_Skill_Group_Real_Time.ReasonCode.

For reason codes to appear in a report, you must configure theagent's CTI OS desk settings and CTI OS registry settings todisplay the reason code. Set this in the Unified ICMConfiguration Manager Agent Desk Settings List tool.

Reason Code

Whether or not the agent requested supervisor assistance:No|Yes.

Derived from: Agent_Real_Time.RequestedSupervisorAssist.

Supv Assist Reqstd

The type of outbound task on which the agent is currentlyworking.

Derived from: Agent_Real_Time.Destination.

Destination




The direction of the call that the agent is currently working on:

• NULL = None

• 0 = None

• 1 = In

• 2 = Out

• 3 = Other In

• 4 = Other Out/Outbound Direct Preview

• 5 = Outbound Reserve

• 6 = Outbound Preview

• 7 =Outbound Predictive/Progressive

Derived from: Agent_Real_Time.Direction.

Direction

Whether or not the agent is available to accept a task in thisMedia Routing Domain:

• NO (Not available)

• YES_ICM (Unified ICM available in media routingdomain)

• YES_APP (Application available in media routingdomain)

An agent is available for a task in a media routing domain(MRD) if the agent's state in that MRD is anything other thanNot Ready, the agent is not at the agent's maximum task limitfor the MRD, and the agent is not working on anon-interruptible task in another MRD. If an agent is UnifiedICM-available, then the Unified ICM can assign tasks to theagent. If an agent is Application-available, then the applicationcan assign tasks to the agent. In the former case, only theUnified ICM can assign tasks to the agent. In the latter, onlythe application can assign tasks to the agent.

Derived from: Agent_Real_Time.AvailableInMRD.

Avail in MRD

The number of tasks associated with the skill group that theagent is working on.

Derived from: Agent_Real_Time.CallInProgress.

Active Tasks

The SkillTargetID of the agent. Together withSkillGroupSkillTargetID identifies the skill group member.

Derived from: Agent_Real_Time.SkillTargetID.

AgentSkillTargetID




An identifier that is unique among all skill targets in theenterprise.

Derived from: Skill_Group.SkillTargetID

SkillTargetID

Agent Real TimeThis report presents a table of selected agents showing each agent's currently active skill group, state, and calldirection within each Media Routing Domain into which the agent is logged. Agent Real Time providesinformation about current individual agent activity, such as how long an agent has been on a call or whetherthe agent is currently handling a voice or chat interaction.



Grouping: This report is grouped and sorted by agent name.

Value List: Agent


• Agent

• Agent_Real_Time


• Controller_Time


• Person

• Precision_Queue

• Reason_Code

• Service

• Skill_Group

Available Fields in the Agent Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from fields in the Agent_Real_Time table as documented in theDatabase SchemaGuide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Note that:

•Media is derived from: Media_Routing_Domain.EnterpriseName.

• Service Name is derived from: Service.EnterpriseName.


All Fields Real TimeAgent Real Time



• Enterprise Name is derived from: Skill_Group.EnterpriseName.

Current Fields in the Agent Real Time Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.




Derived from: Person.LastName ","Person.FirstName.

Agent Name

Precision Queue or Skill Group Name orNotApplicable.

Precision Queue is derivedfrom:Precision_Queue.EnterpriseName.

The precision route associated with the task on whichthe agent is currently working. If the agent is notinvolved in any task in the media routing domain, thisfield shows Not Applicable. Because an agent canlog in to multiple precision routes, this field is notfilled until the agent is assigned a task.

Skill Group Name is derived from:Skill_Group.EnterpriseName.

The skill group associated with the task on which theagent is currently working. If the agent is not involvedin any task in the media routing domain, this fieldshows Not Applicable. Because an agent can belogged in to multiple skill groups, this field is notfilled until the agent is assigned a task.



Derived from: Attribute.EnterpriseName

Attributes

The current state of the agent.

Derived from: Agent_Real_Time.AgentState.

AgentState

The type of outbound task on which the agent iscurrently working.


Destination


All Fields Real TimeCurrent Fields in the Agent Real Time Grid View


The direction of active task:

• In (inbound task, as non-voice tasks are alwaysinbound).

• Out (outgoing external task).

• Other (outgoing or incoming internal task).

• Not Applicable (if the logged-in agent is notactive in the skill group).


Direction

The time spent in the current agent state inHH:MM:SS (hours, minutes, seconds) format.

This field is a calculated field derived from:DATEDIFF(seconds,Agent_Real_Time.DateTimeLastStateChange,getdate()).

Duration

A code received from the peripheral that indicates thereason for the agent's last state change. If the code isnot defined, this displays 0.

For reason codes to appear in a report, you mustconfigure the agent's CTI OS desk settings and CTIOS registry settings to display the reason code. Setthis in the Unified ICMConfigurationManager AgentDesk Settings List tool.

Derived from: Agent_Real_Time.ReasonCode.

Reason Code

Agent Skill Group Real TimeThe Agent Skill Group Real Time report presents a table of agents within selected skill groups. The tableprovides information about each agent's current activity, such as the current state, the duration in the currentstate, the Mobile agent mode, and the call direction within each Media Routing Domain into which the agentis logged.



Grouping: This report is grouped by skill group and then sorted by agent name.



• Agent

• Agent_Real_Time


All Fields Real TimeAgent Skill Group Real Time


• Controller_Time


• Person

• Reason_Code

• Service

• Skill_Group


Available Fields in the Agent Skill Group Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from fields in the Agent_Real_Time and Skill_Group_Real_Time tables asdocumented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Current Fields in the Agent Skill Group Real Time Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The skill group enterprise name for the selected skillgroup.

Derived from: Skill_Group.EnterpriseName

Skill Group Name


Derived from: Person.LastName + ", " +Person.FirstName

Agent Name

The number of tasks currently queued for the skillgroup.

Derived from:Skill_Group_Real_Time.RouterCallsQNow

Ent Queued Now


Derived from: Agent_Real_Time.Extension

Extension

The current state of the agent in this skill group.

Derived from:Agent_Skill_Group_Real_Time.AgentState

Agent State


All Fields Real TimeAvailable Fields in the Agent Skill Group Real Time Grid View




The time spent in the current agent state in this skillgroup in HH:MM:SS (hours, minutes, seconds)format.

Derived from: Agent_Real_Time.DateTimeLogin

LogOn DateTime

The time spent in the current agent state inHH:MM:SS (hours, minutes, seconds) format.

This is a calculated field derived from:DATEDIFF(seconds,Agent_Skill_Group_Real_Time.DateTimeLastStateChange,getdate())

Duration In Current State

Themode by which the agent is connected (populatedfor CCE only):

• 0 =NotMobile (Local agent; normal ACD/CCEphone or non-voice task)

• 1 = Call By Call (Mobile agent's phone isconnected for each incoming call)

• 2 = Nailed Connection (Mobile agent calls andlogs in once; line remains connected throughmultiple calls)

Derived from: Agent_Real_Time.PhoneType

Mobile Agent Mode

For a mobile agent (an agent working remotely), thecurrent phone number. Populated for CCE only.

Derived from:Agent_Real_Time.RemotePhoneNumber

Mobile Agent Phone#

A code received from the peripheral that indicates thereason for the agent's last state change. If the code isnot defined, the reason code displays 0.

For reason codes to be displayed in a report, theagent's CTI OS desk settings and CTI OS registrysettingsmust be configured to display the reason code.Set this in the Unified ICM Configuration ManagerAgent Desk Settings List tool.

Derived from: Agent_Real_Time.ReasonCode

Reason Code

Whether or not the agent requested supervisorassistance: No|Yes.

Derived from:Agent_Real_Time.RequestedSupervisorAssist

Supv Assist Reqstd


All Fields Real TimeCurrent Fields in the Agent Skill Group Real Time Grid View


The type of outbound task on which the agent iscurrently working.

Derived from: Agent_Real_Time.Destination

Destination

The direction of the call that the agent is currentlyworking on:

• NULL = None

• 0 = None

• 1 = In

• 2 = Out

• 3 = Other In

• 4 = Other Out/Outbound Direct Preview

• 5 = Outbound Reserve

• 6 = Outbound Preview

• 7 = Outbound Predictive/Progressive

Derived from: Agent_Real_Time.Direction

Direction

Whether or not the agent is available to accept a taskin this media routing domain:

• NO (Not available)

• YES_ICM (Unified ICM available in mediarouting domain)

• YES_APP (Application available in mediarouting domain)

An agent is available for a task in a media routingdomain (MRD) if the agent's state in that MRD isanything other than Not Ready, the agent is not at theagent's maximum task limit for the MRD, and theagent is not working on a non-interruptible task inanother MRD. If an agent is ICM-available, thenUnified ICM can assign tasks to the agent. If an agentis Application-available, then the application canassign tasks to the agent. In the former case, onlyUnified ICM can assign tasks to the agent. In thelatter, only the application can assign tasks to theagent.

Avail in MRD


All Fields Real TimeCurrent Fields in the Agent Skill Group Real Time Grid View


The number of tasks associated with the skill groupthat the agent is working on.

Derived from:Agent_Skill_Group_Real_Time.CallsInProgress

Active Tasks

Agent State Real Time GraphThis report is a pie chart showing the current total count of agents in different agent states.

Views: This report has only a pie chart.


Value List: Agent

Database Schema Tables from which data is retrieved: Agent_Real_Time.AgentState

The following data is represented in the Agent State Real Time pie chart graph.

Table 4: Agent State Real Time Pie Chart

DescriptionField

The agent is not available to be assigned a task. If an agent is Not Ready in oneskill group, the agent is Not Ready in all skill groups within the same MediaRouting Domain.

Not Ready

The agent has put himself in the Ready state using his agent desktop tool.Ready

The agent is working on a task or a call in this skill group.Talking

The agent is performing wrap-up work for a call in this skill group. The agententers Not Ready state when wrap-up is complete.

Work Not Ready

The agent is performing wrap-up work for a call or task in this skill group.

If the agent is handling a voice call, the agent enters Not Active state when wrapis complete.

If the agent is handling a non-voice task, the agent might enter Not Active orNot Ready state when wrap-up is complete.

Work Ready

The Agent is Active, Work Ready, Reserved, or on Hold/Paused in another skillgroup.

Busy Other

The agent is offered a call or task associated with the skill group.

For voice calls, agents are Reserved when their phones are ringing.

Reserved

The agent state is unknown.Unknown


All Fields Real TimeAgent State Real Time Graph

DescriptionField

For agents handling Outbound Option calls, the Hold state indicates that theagent has been reserved for a call because the Outbound Dialer puts the agenton hold while connecting the call.

Hold

The agent is talking on or handling calls.

An agent can be active in only one skill group at a time. While active in one skillgroup, the agent is considered to be in the Busy Other state for the other skillgroups.

Active

Agent Team Real TimeThis report shows the current status of the selected Agent Teams and the current agent states of each agentwithin the selected Agent Teams. Agent Team Real Time provides similar information to the Agent StateReal Time but presented and grouped by teams.



Grouping: This report is grouped and sorted by Agent Team Name and then by Supervisor.



• Agent

• Agent_Real_Time


• Agent_Team



• Person

• Precision Queue

• Service

• Skill_Group

Available Fields in the Agent Team Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are from the Agent_Real_Time table as documented in the Database Schema Guide for CiscoUnified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.


All Fields Real TimeAgent Team Real Time



Other tables used are:

• Agent_Team

◦The Agent Team field is derived from: Agent_Team.AgentTeamID.

◦The PriSupervisor Skill Target ID field is derived from: Agent_Team.PriSupervisorSkillTargetID.

• Person

◦FirstName is derived from: Person.FirstName.

◦LastName is derived from: Person.LastName.

•Media_Routing_Domain

◦The Media field is derived from: Media_Routing_Domain.EnterpriseName.

• Service

◦Service Name is derived from: Service.EnterpriseName.

Current Fields in the Agent Team Real Time Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The Enterprise Name of the Agent Team.


Agent Team Name

The Agent Team's primary supervisor.

Derived from: Person.LastName ", " Person.FirstName.

Supervisor


Derived from: Person.LastName ", " Person.FirstName.

Agent Name


All Fields Real TimeCurrent Fields in the Agent Team Real Time Grid View


Precision Queue or Skill Group Name or Not Applicable.

Precision Queue is derived from:Agent_Team.EnterpriseName.

The precision route associated with the task on which the agentis currently working. If the agent is not involved in any taskin theMedia RoutingDomain, this field showsNot Applicable.Because an agent can log in to multiple precision routes, thisfield is not filled until the agent is assigned a task.

Skill Group Name is derived from:Skill_Group.EnterpriseName.

The skill group associated with the task on which the agent iscurrently working. If the agent is not involved in any task inthe Media Routing Domain, this field shows Not Applicable.Because an agent can be logged in to multiple skill groups,this field is not filled until the agent is assigned a task.


The attributes used in the precision queue definition. Thereport shows only those attributes that are used.


Attributes


Derived from: Agent_Real_Time.AgentState.

State

The length of time since the agent's state last changed,measured in HH:MM:SS (hours, minutes, seconds) format.

Derived from: DATEDIFF(second,Agent_Real_Time.DateTimeLastStateChange, getdate()).

Duration

A code received from the peripheral that indicates the reasonfor the agent's last state change. If no reason code is defined,this value is 0 (zero).

Derived from: Agent_Real_Time.ReasonCode.

Reason Code

The type of outbound task on which the agent is currentlyworking.


Destination


All Fields Real TimeCurrent Fields in the Agent Team Real Time Grid View


The direction of the call that the agent is currently workingon:

• NULL= None

• 0 = None

• 1 = In

• 2 =Out

• 3= Other


Direction

Report Summary: There is a summary row for Agent Team Name, a summary row for each Supervisor anda report summary for all data. For more information, see Report Summary Rows, on page 7.

Agent Team State Counts Real TimeAgent Team State Counts provides the distribution of agent states per team. Use this report to identify howmany agents are available in a current team.



Grouping: There is no grouping for this report. It is sorted by Agent Team.



• Agent

• Agent_Real_Time

• Agent_Team



• Person

Available Fields in the Agent Team State Counts Real Time ReportAvailable fields for this report include all fields that appear by default as Current. In the Current panel, theyappear by their display names (for example,Hold). In the Available panel, they appear by their database names(for example, hold_state).

These fields are from the Person, Agent_Team, Agent_Team_Member, and Agent_Real_Time tables.

Additional Available fields in this report are:


All Fields Real TimeAgent Team State Counts Real Time

• Agent Team ID Derived from: Agent_Team_Member.AgentTeamID.

•Media Derived from: Media_Routing_Domain.EnterpriseName.

• Eligible for Task Derived from: Count of agents where Agent_Real_Time.AvailableInMRD is 0.

The number of agents who are eligible to receive tasks in the specified Media Routing Domain.

An agent can be in the Not Active state (available) and not be Eligible For Task in a Media RoutingDomain.

This can occur under the following circumstances:

◦In Media Routing Domains other than Voice: if the agent is currently working on a Voice task.

◦In the Voice media routing domain: if the agent is currently working on a multimedia task otherthan an Email task.

An agent can work on a task (Active In state) and be Eligible For Task in a media routingdomain. This can occur in the Multi Session Chat (MSC) Media Routing Domain. Ifthe agent is currently working on an MSC task, an agent is eligible to receive a task upto the maximum task limit configured in the system.

Note

Current Fields in the Agent Team State Counts Real Time ReportCurrent fields are those fields that appear by default in a report generated from the stock template.


DescriptionColumns (Fields)

The enterprise name of the Agent Team.


Agent Team Name

The team's primary supervisor.

Derived from: Person.LastName + ' ' + Person.FirstName.

Supervisor

The count of agents configured for the individual team.

Derived from: Count(Agent_Team_Member.SkillTargetID).

Total On Team

The number of agents currently logged in.

Derived from: Count of agents with Agent_Real_Time.AgentStatenot equal to 0.

Agent Logged On

The number of agents currently working on incoming tasks.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 11 or 4 andAgent_Real_Time.Direction is 1.

Active In


All Fields Real TimeCurrent Fields in the Agent Team State Counts Real Time Report


The number of agents currently working on outbound tasks.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 11 or 4 andAgent_Real_Time.Direction is 2.

Active Out

The number of agents currently working on internal (neitherinbound nor outbound) tasks. Examples of other tasks includeagent-to-agent transfers and supervisor tasks.

Derived from: count of agentswhereAgent_Real_Time.AgentStateis 11 or 4 and Agent_Real_Time.Direction is 3.

Active Other

The number of agents that have all active tasks on hold and havepaused tasks. The agent is not in the Hold state with one task onhold and talking on another task (for example, a consultative call).The agent must have all active tasks on hold.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 10 or 12.

Hold

The number of agents in the Not Active state, the state where theagent is ready to accept tasks, but is not currently involved in taskwork.


Not Active

The number of agents in the Work Not Ready state and WorkReady state. TheWork Not Ready state is a state in which an agentis involved in after task work and is assumed not to be ready toaccept incoming tasks when done. TheWork Ready state is a statein which an agent is involved in after a task work and is assumedto be ready to accept incoming tasks when done.


Wrap Up

The number of agents in the Not Ready state, a state in whichagents are logged in but are neither involved in any task handlingactivity nor available to handle a task.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 2.

Not Ready

The number of agents currently in the Reserved state, a state inwhich an agent is selected to receive a task. An agent is in theReserved state until the task is answered.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 8.

Reserved


All Fields Real TimeCurrent Fields in the Agent Team State Counts Real Time Report

Report Summary: There is a summary row for the total report. For more information, see Report SummaryRows, on page 7.

Call Type Real TimeReports generated from the Call Type Real Time template show the current status of call types. The reportprovides an overall view, by Call Type, of current activity such as Calls in Queue, longest call in queue, andlast 5-minute statistics.


Views: This report has a grid view and a gauge view. The gauge view shows the number of tasks currentlyin the queue.



• Call_Type

• Call_Type_Real_Time

Available Fields in the Call Type Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from the Call_Type_Real_Time table as documented in the Database SchemaGuide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Current Fields in the Call Type Real Time Grid ViewCurrent fields are those fields that appear by default in a report grid view generated from the stock template.




Derived from: Call_Type.EnterpriseName.

Call Type Name

Average Speed of Answer during the rollingfive-minute interval. The total Answer Time for alltasks of the call type divided by the number of tasksof this type answered during the current five-minuteinterval.

This field is a calculated field, derived from:(Call_Type_Real_Time.AnswerWaitTimeTo5 /Call_Type_Real_Time.CallsAnsweredTo5).

ASA5


All Fields Real TimeCall Type Real Time




The number of tasks in Run VRUScript orWait state.This represents the number of tasks at VRUprompting or self service.

This field is a calculated field, derived from:Call_Type_Real_Time.CallsAtVRUNow -Call_Type_Real_Time.RouterCallsQNow.

VRU (not Q) Now

The number of tasks currently in the queue.

Derived from:Call_Type_Real_Time.RouterCallsQNow.

Queue Now

The number of tasks that have been routed to theUnified CCE agents but are not yet ended. Thiscolumn is incremented when the call is answered anddecremented when the call ends, after wrap up iscomplete, if applicable.

Derived from:Call_Type_Real_Time.CallsAtAgentNow.

CCE Agent Now

The time spent in queue for the longest currentlyqueued task, measured in HH:MM:SS (hours,minutes, seconds) format.

This field is a calculated field, determined bysubtracting the time the task entered the queue(Derived from:Call_Type_Real_Time.RouterLongestCallQ) fromthe current time.

Longest Queued

The Unified ICM/Unified CCE service level for therolling five-minute interval.

Derived from: Call_Type_Interval.ServiceLevelTo5.

SL

The number of calls of this call type handled for thecall type ending during the rolling five-minuteinterval.

Derived from:Call_Type_Real_Time.CallsHandledTo5.

Handled5

The number of tasks abandoned at the IVR duringthe rolling five-minute interval, while offered to theagent and on route to the agent.

Derived from:Call_Type_Real_Time.TotalCallsAbandTo5.

Aband5


All Fields Real TimeCurrent Fields in the Call Type Real Time Grid View


The number of tasks abandoned before the servicelevel timer expired during the rolling five-minuteinterval.

Derived from:Call_Type_Real_Time.ServiceLevelAbandTo5.

Aband Within SL

The average time of abandoned calls for this call typeduring the rolling five-minute interval, measured inHH:MM:SS (hours, minutes, seconds) format.

This field is a calculated field, derived from:Call_Type_Real_Time.CallDelayAbandTimeTo5 /Call_Type_Real_Time.TotalCallsAbandTo5.

Avg Aban

Report Summary: There is a summary for all data in the report. For more information, see Report SummaryRows, on page 7.

Enterprise Skill Group Real TimeThe Enterprise Skill Group Real Time report shows the current status of the selected enterprise skill groups,providing real time information about calls in queue for Enterprise Skill Groups. Enterprise Skill Groupsprovide the ability to group skill groups within a peripheral or in different peripherals.

If a call is queued to an Enterprise skill group, then the call is queued at each peripheral skill group that belongsto the enterprise skill group. Therefore one call queued to an enterprise skill group composed of five peripheralskill groups shows up as five calls.

For more information about Enterprise Skill groups, see Reporting Concepts for Cisco Unified ICM/CCE athttp://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.



Value List: Enterprise Skill Group


• Enterprise_Skill_Group

• Enterprise_Skill_Group_Member


• Skill_Group



All Fields Real TimeEnterprise Skill Group Real Time


Available Fields in the Enterprise Skill Group Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are derived from the Skill_Group_Real_Time table as documented in the Database SchemaGuide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Current Fields in the Enterprise Skill Group Real Time Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template. You canchange them.




Derived from:Enterprise_Skill_Group.EnterpriseName(Enterprise_Skill_Group.EnterpriseSkillGroupID).

Enterprise Skill Group Name

The number of calls currently queued to the skillgroup at the CallRouter and at the local ACD queue.

This field is Current by default and is applicable onlyto the Unified CCE. The equivalent field for theUnified ICM is named Queued Now (ICM) isAvailable by default.

Derived from:Skill_Group_Real_Time.RouterCallsQNow.

Ent Queued Now

The longest queued task on the routing media,measured in HH:MM:SS (hours, minutes, seconds)format.

This field is Current by default and is applicable onlyto the Unified CCE. The equivalent field for theUnified ICM is named Longest Task Q (ICM) isAvailable by default.

Derived from:Skill_Group_Real_Time.RouterLongestCallInQ.

Ent Longest Task Q

The Average Speed of Answer measured inHH:MM:SS (hours, minutes, seconds) format for theskill group during the rolling five minute interval.

Derived from:Skill_Group_Real_Time.AnswerWaitTimeTo5 /Skill_Group_Real_Time.CallsAnsweredTo5.

ASA 5


All Fields Real TimeAvailable Fields in the Enterprise Skill Group Real Time Grid View




The number of tasks that were handled during therolling five minute interval.

Derived from:Skill_Group_Real_Time.CallsHandledTo5.

Handled

The average time in HH:MM:SS (hours, minutes,seconds) it has taken during the rolling five minuteinterval to handle a task.

Derived from:Skill_Group_Real_Time.HandleCallsTimeTo5 /Skill_Group_Real_Time.CallsHandledTo5.

AHT

The number of agents that are currently logged in tothe skill group. This count is updated each time anagent logs in and each time an agent logs out.

Derived from: Skill_Group_Real_Time.LoggedOn.

Log On

The number of agents in the Not Ready state for theskill group. Not Ready is a state in which agents arelogged in but are neither involved in any call handlingactivity nor available to handle a call.

Derived from: Skill_Group_Real_Time.NotReady.

Not Ready

The number of agents in the skill group who arecurrently not working on a task associated with theskill group.

Derived from: Skill_Group_Real_Time.Avail.

Not Active

The number of agents in the skill group currentlyworking on inbound tasks.

Derived from: Skill_Group_Real_Time.TalkingIn.

Active In

The number of agents in the skill group currentlytalking on outbound calls.

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Out

The number of agents in the skill group currentlytalking on internal (neither inbound nor outbound)calls.

Examples of other calls include agent-to-agenttransfers and supervisor calls.

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Other


All Fields Real TimeCurrent Fields in the Enterprise Skill Group Real Time Grid View


The number of agents in the skill group currentlytalking on AutoOut (predictive) calls.

Derived from:Skill_Group_Real_Time.TalkingAutoOut.

Active Auto Out

The number of agents in the skill group currentlytalking on outbound Preview calls.

Derived from:Skill_Group_Real_Time.TalkingPreview.

Active Preview

The number of agents in the skill group currentlytalking on agent reservation calls.

Derived from:Skill_Group_Real_Time.TalkingReserve.

Active Reservation

The average talk or active time measured inHH:MM:SS (hours, minutes, seconds) format duringthe rolling five-minute interval.

Derived from:(Skill_Group_Real_Time.HandledCallsTalkTimeTo5/ Skill_Group_Real_Time.CallsHandledTo5).

AAT

The number of agents currently in wrap-up state forthis skill group. Wrap Up is call-related workperformed by an agent after the call is over. An agentperforming wrap up is in either the Work Ready orWork Not Ready state.

Derived from: Skill_Group_Real_Time.WorkReady+ Skill_Group_Real_Time.WorkNotReady.

Wrap Up

The number of agents that have all active calls onhold or whose state to the skill group is Paused. Theagent is not in the Hold state with one call on holdand talking on another call (for example, aconsultative call). The agent must have all active callson hold.

Derived from: Skill_Group_Real_Time.Hold.

Hold

The number of agents for the skill group currently inthe Reserved state.

Derived from:Skill_Group_Real_Time.ReservedAgents.

Reserved


All Fields Real TimeCurrent Fields in the Enterprise Skill Group Real Time Grid View


The number of agents currently in the BusyOtherstate.

Busy Other is a state in which the agent is handlingcalls assigned to other skill groups during the interval.

For example, an agent might be talking on an inboundcall in one skill group while simultaneously loggedin to and ready to accept calls from other skill groups.The agent can be active (talking on or handling calls)in only one skill group at a time. Therefore, whileactive in one skill group, for the other skill group theagent is considered to be in the Busy Other state.

Derived from: Skill_Group_Real_Time.BusyOther.

Busy Other

The percentage of Ready time that agents in the skillgroup spent talking or doing call work during thecurrent five-minute interval. This is the percentageof time agents spend working on calls versus the timeagents were ready.

Derived from:Skill_Group_Real_Time.PercentUtilizationTo5.

% Utilization

Report Summary: There is a report summary for all data.

Peripheral Service Real Time All FieldsWith ICM, the Peripheral Service Real Time report provides current information, such as calls in queue perservice.

For more information about services, see Reporting Concepts for Cisco Unified ICM/CCE and Hosted athttp://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html. Forinformation on mapping TDM entities, such as VDNs in Avaya, see the relevant ACD supplement at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Peripheral Service reports are not applicable to Contact Center Enterprise environments.



Value List: Service


• Service

• Service_Real_Time


All Fields Real TimePeripheral Service Real Time All Fields




Available Fields in the Peripheral Service Real Time All Fields Grid ViewAvailable fields for this report grid include the fields that appear by default as Current. Available fields inthis report are populated from the Service_Real_Time table as documented in the Database Schema Guidefor Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

The exception is the Service field, which is derived from Service.EnterpriseName.

Current Fields in the Peripheral Service Real Time All Fields Grid ViewCurrent fields are those fields that appear by default in a report grid generated from the stock template.


The enterprise name of the peripheral service.

Derived from: Service.EnterpriseName.

Service Name

The number of inbound and outbound calls currently thatwere previously offered (for example, calls being played, anannouncement, queued calls, or connected calls) and arecurrently being handled for the service.

Derived from: Service_Real_Time.CallsInProgress.

In Progress

The tasks in queue associated with the service now at theperipheral.

Derived from: Service_Real_Time.CallsQNow.

Q Now

The number of tasks associated with the service that wereabandoned while in queue or ringing during the rollingfive-minute interval.

An abandoned task is one in which the caller hung up beforebeing connected with an agent. If the caller hangs up almostimmediately, you might not want to count that as anabandoned task. When configuring each peripheral, you canspecify the minimum length of an abandoned task.

Derived from: Service_Real_Time.CallsAbandQTo5.

Aban Q 5

The average delay time of tasks associated with the servicethat were abandoned in the service queue during the rollingfive-minute interval. This value is calculated asfollows:DelayQAbandTimeTo5 / CallsAbandQTo5.

Derived from: Service_Real_Time.AvgDelayQAbandTo5.

Avg Delay Q Aban5


All Fields Real TimeAvailable Fields in the Peripheral Service Real Time All Fields Grid View




The average answer wait time for tasks associated with theservice during the rolling five-minute interval:AnswerWaitTimeTo5 / CallsOfferedTo5.

Answer wait time is the elapsed time from when the task isoffered at the peripheral to when it is answered. This includesall DelayTime, LocalQTime, and RingTime associated withthe task.

Derived from: Service_Real_Time.AvgSpeedAnswerTo5.

ASA5

The average handle time in HH:MM:SS (hours, minutes,seconds) for tasks associated with the service during therolling five-minute interval. The value is calculated asfollows: HandleTimeTo5 / CallsHandledTo5.

Derived from: Service_Real_Time.AvgHandleTimeTo5.

AHT5

The time that the longest available agent associated with theservice became available.

Derived from: Service_Real_Time.LongestAvailAgent.

LAA

The time that the longest call in the queue for the service wasput there.

Derived from: Service_Real_Time.LongestCallQ.

Longest Task Q

The number of calls the peripheral overflowed into thisservice during the rolling five-minute interval.

Derived from: Service_Real_Time.OverflowInTo5.

Flow In 5

The number of calls overflowed out of this service during therolling five-minute interval.

Derived from: Service_Real_Time.OverflowOutTo5.

Flow Out 5

The Enterprise service level for the service during the rollingfive-minute interval.

Derived from: Service_Real_Time.ServiceLevelTo5.

SL5

The number of calls to the service abandoned within theservice level threshold during the rolling five-minute interval.

Derived from: Service_Real_Time.ServiceLevelAbandTo5.

SL5 Aban

The number of calls to the service answered within theUnified ICM service level during the rolling five-minuteinterval.

Derived from: Service_Real_Time.ServiceLevelCallsTo5.

SL5 Tasks


All Fields Real TimeCurrent Fields in the Peripheral Service Real Time All Fields Grid View

Report Summary: The report has a total summary row for all fields. For more information, see ReportSummary Rows, on page 7.

Peripheral Skill Group Real Time All FieldsPeripheral Skill Group reports show real time statistics per skill group such as calls in queue and longest delay.Use this report for skill group activity.

If there are primary or secondary skill groups defined for the base skill group, then the base skill group isnot shown.

Note



Grouping: This report is grouped by Skill Group Name


Corresponding WebView templates: perskg30: IPCC Peripheral Skill Group Status Real and perskg20:IPCC Peripheral Skill Group Status Real


• Media_Routing

• Skill_Group


Available Fields in the Peripheral Skill Group Real Time All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are derived from the Skill_Group_Real_Time table as documented in the Database SchemaGuide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Current Fields in the Peripheral Skill Group Real Time All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template. You canchange them.



The enterprise name of the skill group and its skilltarget ID.

Derived from: Skill_Group.EnterpriseName andSkill_Group.SkillTargetID.

Skill Group Name


All Fields Real TimePeripheral Skill Group Real Time All Fields




The number of calls currently queued to the skillgroup at the Unified ICM (Network Queue) and atthe local ACD queue.

This field is Current by default and is applicable onlyto the Unified CCE. The equivalent field for theUnified ICM is named Queued Now (ICM) isAvailable by default.

Derived from:Skill_Group_Real_Time.RouterCallsQNow.

Ent Queued Now

The longest queued task on the routing media,measured in HH:MM:SS (hours, minutes, seconds)format.

This field is Current by default and is applicable onlyto the Unified CCE. The equivalent field for theUnified ICM is named Longest Task Q (ICM) isAvailable by default.

Derived from:Skill_Group_Real_Time.RouterLongestCallInQ.

Ent Longest Task Q

The Average Speed of Answer measured inHH:MM:SS (hours, minutes, seconds) format for theskill group during the rolling five minute interval.


ASA 5

The Average Speed of Answer during the rolling fiveminute interval, measured in HH:MM:SS (hours,minutes, seconds) format for the skill group.


Ans Within SL

The count of calls that are answered within the skillgroup service level threshold during the rolling fiveminute interval.

Derived from:Skill_Group_Real_Time.ServiceLevelCallsTo5.

Aban Within SL

The number of tasks that were handled during therolling five-minute interval.

Derived from:Skill_Group_Real_Time.CallsHandledTo5.

Handled


All Fields Real TimeCurrent Fields in the Peripheral Skill Group Real Time All Fields Grid View


The average time in HH:MM:SS (hours, minutes,seconds) it takes during the rolling five-minuteinterval to handle a task.

Derived from:Skill_Group_Real_Time.HandleCallsTimeTo5 /Skill_Group_Real_Time.CallsHandledTo5.

AHT

The number of agents that are currently logged in tothe skill group. This count is updated each time anagent logs in and each time an agent logs out.

Derived from: Skill_Group_Real_Time.LoggedOn.

Log On

The number of agents in the Not Ready state for theskill group. Not Ready is a state in which agents arelogged on but are neither involved in any call handlingactivity nor available to handle a call.

Derived from: Skill_Group_Real_Time.NotReady.

Not Ready

The number of agents in the skill group who arecurrently not working on a task associated with theskill group.

Derived from: Skill_Group_Real_Time.Avail.

Not Active

The number of agents in the skill group currentlyworking on inbound tasks.

Derived from: Skill_Group_Real_Time.TalkingIn.

Active In

The number of agents in the skill group currentlytalking on outbound calls.

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Out

The number of agents in the skill group currentlytalking on internal (neither inbound nor outbound)calls.

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Other

The number of agents in the skill group currentlytalking on AutoOut (predictive) calls.

Derived from:Skill_Group_Real_Time.TalkingAutoOut.

Active Auto Out

The number of agents in the skill group currentlytalking on outbound Preview calls.

Derived from:Skill_Group_Real_Time.TalkingPreview.

Active Preview




The number of agents in the skill group currentlytalking on agent reservation calls.

Derived from:Skill_Group_Real_Time.TalkingReserve.

Active Reservation


Derived from:(Skill_Group_Real_Time.HandledCallsTalkTimeTo5/ Skill_Group_Real_Time.CallsHandledTo5).

AAT

The number of agents currently in wrap-up state forthis skill group. Wrap Up is call-related workperformed by an agent after the call is over. An agentperforming wrap up is in either the Work Ready orWork Not Ready state.

Derived from: Skill_Group_Real_Time.WorkReady+ Skill_Group_Real_Time.WorkNotReady.

Wrap Up

The number of agents that have all active calls onhold or whose state to the skill group is Paused. Theagent is not in the Hold state with one call on holdand talking on another call (for example, aconsultative call). The agent must have all active callson hold.

Derived from: Skill_Group_Real_Time.Hold.

Hold

The number of agents for the skill group currently inthe Reserved state. Reserved is a state in which anagent is awaiting a call and is unavailable to receiveany incoming calls. This state applies only to agentson Northern Meridian ACDs.

Derived from:Skill_Group_Real_Time.ReservedAgents.

Reserved





Busy Other is a state in which the agent is handlingcalls assigned to other skill groups during the interval.

For example, an agent might be talking on an inboundcall in one skill group while simultaneously loggedin to and ready to accept calls from other skill groups.The agent can be active (talking on or handling calls)in only one skill group at a time. Therefore, whileactive in one skill group, for the other skill group theagent is considered to be in the Busy Other state.

Derived from: Skill_Group_Real_Time.BusyOther.

Busy Other


Derived from:Skill_Group_Real_Time.PercentUtilizationTo5.

% Utilization

Report Summary: There is a summary row for Skill Group Name. There is a total report summary for allfields except % Busy Other.

Precision Queue Real Time All FieldsThe Precision Queue Real Time report shows the current status of the selected precision queues. The reportprovides information such as calls in queue and longest delay per precision queue.






• Attributes

• Precision_Q_Real_Time

• Precision_Queue


All Fields Real TimePrecision Queue Real Time All Fields

Available Fields in the Precision Queue Real Time All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are derived from the Precision_Queue_Real_Time table as documented in the Database SchemaGuide.

Current Fields in the Precision Queue Real Time All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The enterprise name of the precision queue.

Derived from: Precision_Queue.EnterpriseName.

Precision Queue



Attributes

The number of calls currently queued to the precisionqueue.

Derived from: Precision_Q_Real_Time.CallsQNow.

Queued Now

The longest queued call on the routing media,measured in HH:MM:SS (hours, minutes, seconds)format.

Derived from:Precision_Q_Real_Time.LongestCallInQ

Longest Call In Queue

The Average Speed of Answer measured inHH:MM:SS (hours, minutes, seconds) format for theprecision queue during the rolling five-minuteinterval.

Derived from:Precision_Q_Real_Time.AnswerWaitTimeTo5/Precision_Q_Real_Time.CallsAnsweredTo5.

ASA 5

The count of calls that are answered within theprecision queue service level threshold during therolling five-minute interval.

Derived from:Precision_Q_Real_Time.ServiceLevelCallsAnsTo5

Ans within SL


All Fields Real TimeAvailable Fields in the Precision Queue Real Time All Fields Grid View


The count of calls that are abandoned within theprecision queue service level threshold during therolling five-minute interval.

Derived from:Precision_Q_Real_Time.ServiceLevelCallsAbandTo5.

Aban Within SL

The number of tasks that have been handled duringthe rolling five-minute interval.

Derived from:Precision_Q_Real_Time.CallsHandledTo5.

Handled

The average time in HH:MM:SS (hours, minutes,seconds) it takes during the rolling five-minuteinterval to handle a task.

Derived from:Precision_Q_Real_Time.HandleCallsTimeTo5 /Precision_Q_Real_Time.CallsHandledTo5.

AHT

The number of agents that are currently logged in tothe precision queue. This count is updated each timean agent logs on and each time an agent logs off.

Derived from: Precision_Q_Real_Time.LoggedOn.

Log On

The number of agents in the Not Ready state for theprecision queue. Not Ready is a state in which agentsare logged in but are neither involved in any callhandling activity nor available to handle a call.

Derived from: Precision_Q_Real_Time.NotReady.

Not Ready

The number of agents in the precision queue who arecurrently not working on a task associated with theprecision queue.

Derived from: Precision_Q_Real_Time.Avail.

Not Active

The number of agents in the precision queue currentlyworking on inbound tasks.

Derived from: Precision_Q_Real_Time.TalkingIn

Active In

The number of agents in the precision queue currentlytalking on international (neither inbound noroutbound) calls.

Derived from: Precision_Q_Real_Time.TalkingOther

Active Other


All Fields Real TimeCurrent Fields in the Precision Queue Real Time All Fields Grid View



Derived from: (Precision_Q_Real_Time.HandledCallsTalkTimeTo5/ Precision_Q_Real_Time.CallsHandledTo5)

AAT

The number of agents currently in wrap-up state forthis precision queue. Wrap Up is call-related workperformed by an agent after the call is over. An agentperforming wrap up is in either the Work Ready orWork Not Ready state.

Derived from: Precision_Q_Real_Time.WorkReady+ Precision_Q_Real_Time.WorkNotReady

Wrap Up

The number of agents that have all active calls onhold or whose state to the precision queue is Paused.The agent is not in the Hold state with one call onhold and talking on another call (for example, aconsultative call). The agent must have all active callson hold.

Derived from: Precision_Q_Real_Time.Hold

Hold


Busy Other is a state in which the agent is handlingcalls assigned to other precision queues during theinterval.

For example, an agent might be talking on an inboundcall in one precision queue while simultaneouslylogged on to and ready to accept calls from otherprecision queues. The agent can be active (talking onor handling calls) in only one precision queue at atime. Therefore, while active in one precision queue,for the other precision queue the agent is consideredto be in the Busy Other state.

Derived from: Precision_Q_Real_Time.BusyOther

Busy Other


Derived from:Skill_Group_Real_Time.PercentUtilizationTo5

% Utilization


All Fields Real TimeCurrent Fields in the Precision Queue Real Time All Fields Grid View

Precision Queue Step Real TimeThe Precision Queue Step Real Time report generated from this template shows the current status of theselected precision queues. The report provides real time information on a per-step basis to provide visibilityinto which step calls are queued in currently.

Query: This report is built from a Database Query.


Grouping: This report is grouped by Precision Queue Name and by Step Order.



• Precision_Queue

• Precision_Queue_Step

• Precision_Q_Step_Real_Time

Available Fields in the Precision Queue Step Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are derived from the Precision_Q_Step_Real_Time table as documented in the Database SchemaGuide.

Current Fields in the Precision Queue Step Real Time Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The enterprise name of the precision queue and itsprecision queue ID.

Derived from: Precision_Queue.EnterpriseName andPrecision_Queue.PrecisionQueueID.

Precision Queue

An integer that defines the unique row for a precisionqueue step. It is the primary key.

Derived from:Precision_Queue_Step.PrecisionQueueStepID.

Step

The number of agents logged in for this precisionqueue step.

Derived from:Precision_Q_Step_Real_Time.AgentsLoggedIn.

Agents Logged In


All Fields Real TimePrecision Queue Step Real Time


The number of agents eligible and available for thisprecision queue step.

Derived from:Precision_Q_Step_Real_Time.AgentsAvailable.

Agents Available

The length of time that the next agent to be selectedhas been available.

Derived from:Precision_Q_Step_Real_Time.NextAvailAgent.

LAA Time

The number of calls in queue for this precision queuestep.

Derived from:Precision_Q_Step_Real_Time.CallsInQueue.

Calls In Queue

The average length of queue time for this precisionqueue step.

Derived from:Precision_Q_Step_Real_Time.AvgCallsInQueueTime.

Avg Calls In Queue Time

The time stamp of the longest call in queue for thisprecision queue step.

Derived from:Precision_Q_Step_Real_Time.LongestCallInQueue.

Longest Call In Queue

System Capacity Real TimeThe System Capacity Real Time report presents a summary of overall system capacity. The table providessystem capacity, congestion information, and key performance indicators.


Views: This report has three grid views and one gauge view.

Grouping: This report is grouped by ICM Instance Enterprise Name.

Value List: ICR Instance


• System_Capacity_Real_Time

• ICR_Instance

• Controller_Time

• Congestion_Control


All Fields Real TimeSystem Capacity Real Time

Available Fields in the System Capacity Real Time Grid View and Gauge View

Available fields for the grid view for this report include the fields that display by default as current. Additionalavailable fields in this report are taken directly from the System_Capacity Real_time table as documented inthe Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

There is one additional available field in this report, which is ICRInstanceID. This field is derived fromSystem_Capacity_Real_Time.ICRInstanceID and is a unique identifier for the instance.

Grid views and a gauge view are available. The grid views are as follows:

• Congestion Information, which displays the congestion details in real time.

• Key Performance Indicators, which displays the capacity details in real time.

• System Capacity Real Time, which displays both congestion and system capacity details in real time.

The gauge view has a Rejection Percentage view, which displays the current rejection percentage.

Current Fields in the System Capacity Report Views

Current fields are those fields that appear by default in a report generated from the stock template. You canchange them. Current fields are listed in the order (left to right) in which they appear by default in the stocktemplate.


Generic System Information

An enterprise name for the node. This name must be unique for all nodes in theenterprise.

Derived from: ICR_Instance.EnterpriseName.

ICM Instance EnterpriseName






The ICM/CCE deployment type. Values for this field include the following:

• Not Specified

• UCCE 12000 Agents Router/Logger

• UCCE 8000 Agents Router/Logger

• UCCE 4000 Agents Rogger

• UCCE 450 Agents Progger

• HCS-CC 1000 Agents

• HCS-CC 500 Agents

• ICM Rogger

• ICM Router/Logger

• NAM

• NAM Rogger

• IVR-ICM

Derived from: Congestion_Control.DeploymentType

Deployment Type

The date and time of the selected row's data in YYYY/MM/DD ( year, month,date) and HH:MM:SS (hour, minute, second) format.

Derived from:System_Capacity_Real_Time.DateTime.

Date Time

Congestion Information

The current congestion mode in the system:

• No Congestion = Normal operating mode with no congestion

• Level 1 = Congestion mode is level 1



The threshold that has been set for this field:

• On No Congestion, the background color field is Green

• On Level 1, the background color field is Yellow

• On Level 2, the background color field is Yellow

• On Level 3, the background color field is Red

Derived from:System_Capacity_Real_Time.CurrentCongestionLevel

Current Congestion Level




The call reduction percentage based on the current congestion level:

• For Level 0, reduction percentage is 0 %.



• For Level 3, reduction percentage varies from 30% to 100% depending onthe incoming call rate.

Derived from:System_Capacity_Real_Time.RejectionPercentage

Current RejectionPercentage

The time that the system has been at the current congestion level, even if it isLevel 0 (No Congestion.) Measured in HH:MM:SS (hours, minutes, seconds)format.

This field is a calculated field derived from: DATEDIFF(minutes,System_Capacity_Real_Time.DateTimeCurrentLevel, Controller_Time.NowTime).

Current Congestion LevelDuration In HH:MM:SS

The time spent in congestion measured in HH:MM:SS (hours, minutes, seconds)format. This value is 0 if the current congestion level is Level 0 (No Congestion).

This field is a calculated field derived from: DATEDIFF(minutes,System_Capacity_Real_Time.DateTimeCurrentLevel,Controller_Time.NowTime).

Congested Duration InHH:MM:SS

Onset Calls Per Second (CPS) determination for Congestion level 1.

Derived from:System_Capacity_Real_Time.Level1Onset

Level1 Onset CPS

Abatement CPS determination for Congestion Level 1.

Derived from:System_Capacity_Real_Time.Level1Abatement

Level1 Abatement CPS

Call rate reduction percentage for Congestion Level 1.

Derived from:System_Capacity_Real_Time.Level1Reduction

Level1 Reduction

Onset CPS determination for Congestion level 2.

Derived from: System_Capacity_Real_Time.Level2Onset

Level2 Onset CPS

Abatement CPS determination for Congestion level 2.





Level2 Reduction

Onset CPS determination for Congestion level 3.

Derived from: System_Capacity_Real_Time.Level3Onset

Level3 Onset CPS




Abatement CPS determination for Congestion level 3.





Level3 Reduction

Capacity Information

The total number of agents logged in to the system.

Derived from:System_Capacity_Real_Time.TotalAgentsLoggedOn

Total Agents Logged On

The average number of skill groups associated per agent.

Derived from:System_Capacity_Real_Time.AverageSkillsPerAgent

Average Skills Per Agent

Configured call per second capacity of the system.

Derived from:System_Capacity_Real_Time.ConfiguredCapacity

Configured Capacity inCPS

Adjusted Call per second capacity during run time.

Derived from:System_Capacity_Real_Time.AdjustedCapacity

Adjusted Capacity in CPS

Runtime weighed averaged call per second.

Derived from:System_Capacity_Real_Time.AverageCPS

Average CPS



C H A P T E R 10Outbound Historical

• Attempts per Campaign Daily, page 135

• Campaign Consolidated Daily, page 139

• Campaign Consolidated Half Hour, page 144

• Campaign Half Hour Summary, page 149

• Dialer Call Result Summary Half Hour, page 155

• Dialer Capacity Daily, page 158

• Dialer Capacity Half Hour, page 159

• Import Rule, page 161

• Query Rule Within Campaign Daily, page 162

• Query Rule Within Campaign Half Hour, page 166

Attempts per Campaign DailyThe Attempts per Campaign Daily report shows the status (summary and percentage) of each campaign forthe selected time period and the breakdown of attempts (in percentage) of each campaign for the selected timeperiod.

Views: This report has two views—Summary of Attempts per Campaign Daily Report and Breakdown ofAttempts (%) per Campaign Daily Report

Query: This report data is built from an Anonymous type query.

Value List: Campaigns


• Campaign

• Campaign_Query_Rule_Interval


Current Fields in the Summary of Attempts per Campaign Daily Report View

Current fields are those fields that appear by default in a report generated from the stock template. You canchange them.


The name of the campaign.

Derived from: Campaign.CampaignName

Campaign Name

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Date

The number of outbound calls (attempts) that reached a live voice.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect +Campaign_Query_Rule_Interval.WrongNumberCount +Campaign_Query_Rule_Interval.CustomerNotHomeCount +Campaign_Query_Rule_Interval.CustomerAbandonDetect +Campaign_Query_Rule_Interval.CallbackCount +Campaign_Query_Rule_Interval.PersonalCallbackCount +Campaign_Query_Rule_Interval.AbandonDetect+Campaign_Query_Rule_Interval.AbandonToIVR

Key Statistics: CustomerAnswered

The number of call attempts, as indicated by agents using their desktop, when the actual customerwas contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Key Statistics: Right Party

The number of calls that were abandoned by the dialer or abandoned to IVR because an agent wasnot available to take the call. Campaign configuration determines whether these calls are abandonedat the dialer or transferred to IVR.

Derived from:Campaign_Query_Rule_Interval.AbandonToIVR+Campaign_Query_Rule_Interval.AbandonDetect

Key Statistics: Dialer Aband &Aband to IVR

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Total

The percentage of attempted calls that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect +Campaign_Query_Rule_Interval.WrongNumberCount +Campaign_Query_Rule_Interval.CustomerNotHomeCount +Campaign_Query_Rule_Interval.CustomerAbandonDetect +Campaign_Query_Rule_Interval.CallbackCount +Campaign_Query_Rule_Interval.PersonalCallbackCount +Campaign_Query_Rule_Interval.AbandonDetect +Campaign_Query_Rule_Interval.AbandonToIVR)/Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Customer Answered


Outbound HistoricalAttempts per Campaign Daily


The percentage of calls attempted when the number was dialed but the customer was not reachedand there were no problems with the call ("Ring No Answer").

Derived from: (Campaign_Query_Rule_Interval.AnsweringMachineDetect +Campaign_Query_Rule_Interval.BusyDetect + Campaign_Query_Rule_Interval.NoAnswerDetect+ Campaign_Query_Rule_Interval.CancelledDetect)/Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Did not Answer

The percentage of calls attempted where the contact was dialed and one of the following problemswas encountered:

• Fax machine detected

• No dial tone when dialer port went off hook

• No Ringback from network when dial attempted

• Network disconnected while alerting.

• Low Energy ("or dead air") call detected by the dialer

• Operator intercept (SIT Tone) was returned from network when dial attempted.

Derived from: (Campaign_Query_Rule_Interval.FaxDetect +Campaign_Query_Rule_Interval.NoDialToneDetect +Campaign_Query_Rule_Interval.NoRingBackDetect +Campaign_Query_Rule_Interval.SITToneDetect)/Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Problem

The number of preview/call back calls that were rejected by the agent. (An attempt should be madeto contact these customers again.)

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

These calls are not counted as attempted.

Did Not Dial: Agent Rejected

The number of preview/call back calls that were rejected by the agent. (The agent did not call thesecustomers.)

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

These calls are not counted as attempted.

Did Not Dial: Agent Closed

Breakdown of Attempts per Campaign Daily Report View

Currentfields are those fields that appear by default in a report generated from the stock template. You canchange them.




Campaign Name






Date



Attempts

The percentage of calls attemptedwhen the actual customer was contacted and handled, as indicatedby agents using their desktop.

Derived from: Campaign_Query_Rule_Interval. VoiceDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: RightParty Connect

The percentage of contacts/attempts abandoned by the dialer because the agent was not availableand "Abandon to IVR" was not configured.

Derived from: Campaign_Query_Rule_Interval. AbandonDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: DialerAband

The percentage of contacts/attempts that were abandoned by the dialer but transferred to an IVR.That is, the percentage of attempts that were sent to IVR (or another dialed number) for treatmentafter the dialer reached a contact and no agent was available to take the call. Instead of hangingup on the customer the customer was transferred to an IVR, which plays a message.

Derived from: Campaign_Query_Rule_Interval. AbandonToIVR/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Aband toIVR

When the campaign is not configured for personal call back, the percentage of customers contactedthat request a call back .

Derived from: Campaign_Query_Rule_Interval.CallbackCount/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Call back

When the campaign is configured for personal call back, the percentage of contacts in which thecustomer requested a call back and was scheduled.

Derived from: Campaign_Query_Rule_Interval.PersonalCallbackCount/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: PersonalCall back

The percentage of contacts where the party answering the phone was not the customer.

Derived from: Campaign_Query_Rule_Interval.CustomerNotHomeCount/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: CustomerNot Home

The percentage of contacts where the party answering the phone indicated the customer was notavailable.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: WrongNumber




The percentage of contacts where the customer hung up immediately after being connected to anagent.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: CustomerAband

The percentage of contacts that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval.AnsweringMachineDetectToHal/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer:Answering Machine

The percentage of contacts that were not answered.

Derived from: Campaign_Query_Rule_Interval.NoAnswerDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: NoAnswer

The percentage of contacts that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval.BusyDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer:Busy

The percentage of contacts where the dialer canceled a ringing customer call.

Derived from: Campaign_Query_Rule_Interval.CanceledDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer:Canceled

The number of contacts in the half-hour interval that detected a Special Information Tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

Problem: SIT Tone

The number of contacts in the half-hour interval that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Problem: No Dial tone

The number of contacts in the half-hour interval that detected a fax.

Campaign_Query_Rule_Interval.FaxDetect

Problem: Fax

The number of contacts that encountered one of the following problems:


• Network disconnected while alerting

• Low Energy ("or dead air") call detected by the dialer.

Derived from: Campaign_Query_Rule_Interval.NoRingBackDetect

Problem: Network Error

Campaign Consolidated DailyThis report shows the daily activity and performance of the selected campaigns and their skill groups for theselected time period and provides analysis of the actual customer calls (outbound calls which reached live


Outbound HistoricalCampaign Consolidated Daily

voice, inbound calls, or calls transferred to the campaign's skill group) for the selected campaigns and theirskill groups for the selected time period.

Views: This report has two views - Campaign Consolidated Daily Report and Campaign Consolidated DetailedDaily Report.




• Campaign



Current Fields in the Campaign Consolidated Daily Report View





Campaign



Date

The FTE value for the agents logged in and skilled for the campaign and notworking in other skill groups (or not ready). If all agents spend full-time on thecampaign's skill, the FTE is the number of agents.

Derived from: (Skill_Group_Interval.LoggedOnTime -Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime)/Skill_Group_Interval.ReportingInterval

Agent Time In Campaign:FTE

The percentage of time that agents spent talking in one of the campaign's skillgroups.

Derived from: (Skill_Group_Interval.TalkTime -Skill_Group_Interval.TalkReserveTime)/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Agent Time In Campaign:Talk

The percentage of time that agents have spent in Wrap-up state after incomingor outgoing calls in one of the campaign's skill groups.

Derived from: (Skill_Group_Interval.WorkReadyTime +Skill_Group_Interval.WorkNotReadyTime)/(Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime- Skill_Group_Interval.NotReadyTime)

Agent Time In Campaign:Wrap Up




The percentage of time the agents were available in one of the campaign's skillgroup; but not working.

Derived from: (Skill_Group_Interval.ReservedStateTime +Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/(Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime- Skill_Group_Interval.NotReadyTime)

Agent Time In Campaign:Idle

The FTE value for the number of calls of agents for the campaign's skill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls +Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls) *Skill_Group_Interval.ReportingInterval/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime,0)

Agent Statistics:Connects/ FTE AgentHour

The average time in seconds between the connecting customer calls to the agents.

Derived from: (Skill_Group_Interval.ReservedStateTime +Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/(Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled +Skill_Group_Interval. PreviewCalls)

The Summary Avg for Time between Agent Connects is calculated using thefollowing formula: Summary Avg for a selected campaign = idle time/ agentconnects

Agent Statistics: Timebetween Agent Connects

The number of calls (outbound and inbound) handled per agent for the campaign'sskill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls +Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

Completed Calls: AgentConnects

The number of customer calls that were not connected to any agent or device.This includes calls which were abandoned by the dialer or abandoned to IVR(includes inbound and outbound calls) and resulted in customer abandon in queueor routing script error.

Derived from: Skill_Group_Interval.RouterCallsAbandQ +Skill_Group_Interval.RouterError +Campaign_Query_Rule_Interval.CustomerAbandonDetect +Campaign_Query_Rule_Interval.AbandonDetect

Note: This column is invalid if the Outbound Reservation Script does not useReleaseCall when not reserving an agent. This results in extraneous Router Errorcall reports, which inflates the value in this column.

Completed Calls: NotConnected




The number of calls which are in "abandon to IVR" state and have completed ina way not associated with a skill group in this campaign. This value only appliesto Campaigns where the skill groups associated with the campaign are not usedfor inbound

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR -(Skill_Group_Interval.RouterCallsAbandQ+ Skill_Group_Interval.CallsHandled+ Skill_Group_Interval.RouterError)

Note : This column is approximate because the abandon to IVR might occur inone half hour interval and the call completion occurs in another.

This column is invalid if the Outbound Reservation Script does not useReleaseCall when not reserving an agent, which results in under counting in thiscolumn.

This column is invalid if the skill group is used for anything other than outboundagent campaigns, e.g. inbound or transferred calls, as this results in undercountingin this column.

This column is invalid if the abandon to IVR script queues to multiple skill groupsin this campaign because RouterErrors and RouterCallsAbandQ are counted oncein each skill group the call was queued to, which results in undercounting in thiscolumn.

Completed Calls: DialerAband To Other

The average length of calls (Inbound and Outbound) handled by the agent duringthe campaign's skill group selected interval.

Derived from: (Skill_Group_Interval.TalkTime -Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.WorkReadyTime+ Skill_Group_Interval.WorkNotReadyTime)/(Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled +Skill_Group_Interval. PreviewCalls)

Outbound Statistics: AHT

The percentage of calls that reached a live voice and were abandoned by thedialer or abandon to IVR because no agent was available.

Derived from: (Campaign_Query_Rule_Interval.AbandonDetect +Campaign_Query_Rule_Interval.AbandonToIVR)/(Campaign_Query_Rule_Interval.VoiceDetect +Campaign_Query_Rule_Interval.WrongNumberCount +Campaign_Query_Rule_Interval.CustomerNotHomeCount +Campaign_Query_Rule_Interval.CustomerAbandonDetect +Campaign_Query_Rule_Interval.CallbackCount +Campaign_Query_Rule_Interval.PersonalCallbackCount +Campaign_Query_Rule_Interval.AbandonDetect +Campaign_Query_Rule_Interval.AbandonToIVR)

Outbound Statistics: %Aban Of All Voice




The percentage % of the outbound calls (attempts) that reached a live voice.


Outbound Statistics: HitRate

The Total number of outbound calls attempted.


Outbound Statistics:Attempts

Current Fields in the Campaign Consolidated Detailed Daily Report View

Current fields are those fields that appear by default in a report generated from the stock template. You canchange them




Campaign



Date

The number of outbound calls where the customer was connected to an agentimmediately (without waiting in queue).

Derived from: Skill_Group_Interval.AutoOutCalls +Skill_Group_Interval.PreviewCalls

Agent Connects:Outbound Immediate

This includes the following calls:

• Outbound calls that were handled by an agent in this skill group after AbandTo IVR .

• Outbound calls from a Transfer to IVR campaign that were queued backto agents.

• Inbound and transferred calls that were routed to agents in this skill group.

Derived from: Skill_Group_Interval. CallsHandled

Agent Connects: AfterAband To IVR &Inbound

The number of contacts where the customer hung-up immediately after pickingup the phone.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect

Not Connected: CustomerAband




The number of contacts abandoned by the dialer.

Derived from:Campaign_Query_Rule_Interval.AbandonDetect

Not Connected: DialerAband

The number of contacts where the customer hung-up while in queue.

Derived from:Skill_Group_Interval.RouterCallsAbandQ

Not Connected: CustomerAband in Queue

The number of calls that resulted in an error condition in the call routing script.

Derived from:Skill_Group_Interval.RouterError

Not Connected: ScriptError

The number of calls that were initially abandoned to IVR because no agent wasavailable and then queued to a skill group for this campaign and again removedfrom the queue during the interval.

Derived from: Skill_Group_Interval.RouterCallsDequeued

Dialer Aband To Other:Script Dequeued

The number of calls that were routed to another skill group or never made it tothe skill group. This column is approximate because the abandon to IVR mightoccur in one half hour interval and the call completion occurs in another interval.

Derived from:Campaign_Query_Rule_Interval.AbandonToIVR -(Skill_Group_Interval.RouterCallsAbandQ+ Skill_Group_Interval.CallsHandled+ Skill_Group_Interval.RouterError + Skill_Group_Interval.RouterCallsDequeued)This column is approximate because the abandon to IVR might occur in oneinterval and the call completion occurs in another interval.

Dialer Aband To Other:Other

Campaign Consolidated Half HourThe Campaign Consolidated Half Hour report shows the list of Consolidated Calls and Agent Statistics perCampaign by Half Hour and Breakdown of completed calls.

Views: This report has two views—the Campaign Consolidated Half Hour Report and the CampaignConsolidated Detailed Half Hour Report.




• Campaign



Current Fields in the Campaign Consolidated Half Hour Report View



Outbound HistoricalCampaign Consolidated Half Hour




Campaign

The date and time at the start of the half-hour interval for the row's data inMM/DD/YYYY (month,day, year) and HH:MM:SS (hours, minutes, seconds)format.


Date Time

The Full Time Equivalent (FTE) value for the agents logged in and skilled forthe campaign and not working in other skill groups (or not ready) in the half-hourinterval. If all agents spend full-time on the campaign's skill during the half hourinterval, the FTE is the number of agents.

Derived from: (Skill_Group_Interval.LoggedOnTime -Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime)/Skill_Group_Interval.ReportingInterval

Agent Time In Campaign:FTE

The percentage of time that agents spent talking in one of the campaign's skillgroups.

(Skill_Group_Interval.TalkTime - Skill_Group_Interval.TalkReserveTime)/(Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval. BusyOtherTime- Skill_Group_Interval.NotReadyTime)

Agent Time In Campaign:Talk

The percentage of time that agents have spent in Wrap-up state after incomingor outgoing calls in one of the campaign's skill groups.

Derived from: (Skill_Group_Interval.WorkReadyTime +Skill_Group_Interval.WorkNotReadyTime)/(Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime- Skill_Group_Interval.NotReadyTime)

Agent Time In Campaign:Wrap Up

The percentage of time the agents were available in one of the Campaign's skillgroups but not working.

Derived from: (Skill_Group_Interval.ReservedStateTime +Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/(Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime- Skill_Group_Interval.NotReadyTime)

Agent Time In Campaign:Idle

The FTE value for the number of calls of agents in the interval for the campaign'sskill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls +Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls) *Skill_Group_Interval.ReportingInterval/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime,0)

Agent Statistics:Connects/ FTE AgentHour




The average time in seconds between the connecting customer calls to the agents.

Derived from: (Skill_Group_Interval.ReservedStateTime +Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/(Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled +Skill_Group_Interval. PreviewCalls)

The Summary Avg for Time between Agent Connects is calculated using thefollowing formula: Summary Avg for a selected campaign = idle time/ agentconnects

Agent Statistics: Timebetween Agent Connects

The number of calls (outbound and inbound) handled per agent for the campaign'sskill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls +Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

Completed Calls: AgentConnects

The number of customer calls that were not connected to any agent or device.This includes calls which were abandoned by the dialer or abandoned to IVR(includes inbound and outbound calls) and resulted in customer abandon in queueor routing script error.

Derived from: Skill_Group_Interval.RouterCallsAbandQ +Skill_Group_Interval.RouterError +Campaign_Query_Rule_Interval.CustomerAbandonDetect +Campaign_Query_Rule_Interval.AbandonDetect

Note: This column is invalid if the Outbound Reservation Script does not useReleaseCall when not reserving an agent, which results in extraneous RouterError call reports that inflates the value in this column.

Completed Calls: NotConnected

The number of calls that are in "abandon to IVR" state and have completed in away not associated with a skill group in this campaign. This value applies onlyto Campaigns where the skill groups associated with the campaign are not usedfor inbound.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR -(Skill_Group_Interval.RouterCallsAbandQ+ Skill_Group_Interval.CallsHandled+ Skill_Group_Interval.RouterError)

Note : This column is approximate because the abandon to IVR might occur inone half-hour interval and the call completion occurs in another.

This column is invalid if the Outbound Reservation Script does not useReleaseCall when not reserving an agent, which results in under counting in thiscolumn.

This column is invalid if the skill group is used for anything other than outboundagent campaigns, e.g., inbound or transferred calls, as this results in undercountingin this column.

This column is invalid if the abandon to IVR script queues to multiple skill groupsin this campaign because RouterErrors and RouterCallsAbandQ are counted oncein each skill group the call was queued to, which results in undercounting in thiscolumn.

Completed Calls: DialerAband To Other




The average length of calls (Inbound and Outbound) handled by the agent duringthe campaign's skill group selected interval.

Derived from: (Skill_Group_Interval.TalkTime -Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.WorkReadyTime+ Skill_Group_Interval.WorkNotReadyTime)/(Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled +Skill_Group_Interval. PreviewCalls)

Outbound Statistics: AHT

The percentage of calls that reached a live voice and were abandoned by thedialer or abandon to IVR because no agent was available.

Derived from: (Campaign_Query_Rule_Interval.AbandonDetect +Campaign_Query_Rule_Interval.AbandonToIVR)/(Campaign_Query_Rule_Interval.VoiceDetect +Campaign_Query_Rule_Interval.WrongNumberCount +Campaign_Query_Rule_Interval.CustomerNotHomeCount +Campaign_Query_Rule_Interval.CustomerAbandonDetect +Campaign_Query_Rule_Interval.CallbackCount +Campaign_Query_Rule_Interval.PersonalCallbackCount +Campaign_Query_Rule_Interval.AbandonDetect +Campaign_Query_Rule_Interval.AbandonToIVR)

Outbound Statistics: %Aband Of All Voice

The percentage of the outbound calls (attempts) that reached a live voice.


Outbound Statistics: HitRate



Outbound Statistics:Attempts

Current Fields in the Campaign Consolidated Detailed Half Hour Report View





Campaign




The date and time at the start of the half-hour interval for the row's data inMM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds)format.


Date Time

The number of outbound calls where the customer was connected to an agentimmediately (without waiting in queue).

Derived from: Skill_Group_Interval.AutoOutCalls +Skill_Group_Interval.PreviewCalls

Agent Connects:Outbound Immediate

This includes the following calls:

• Outbound calls that were handled by an agent in this skill group after AbandTo IVR.

• Inbound and transferred calls that were routed to agents in this skill group.

• Outbound calls from a Transfer to IVR campaign that were queued backto agents.

Derived from: Skill_Group_Interval. CallsHandled

Agent Connects: AfterAband To IVR &Inbound

The number of contacts in the half-hour interval where the customer hung upimmediately after picking up the phone.


Not Connected: CustomerAband

The number of contacts in the half-hour interval abandoned by the dialer.

Derived from:Campaign_Query_Rule_Interval.AbandonDetect

Not Connected: DialerAband

The number of contacts in the half-hour interval where the customer hung upwhile in queue.

Derived from:Skill_Group_Interval.RouterCallsAbandQ

Not Connected: CustomerAband in Queue

The number of calls that resulted in an error condition in the call routing script.

Derived from:Skill_Group_Interval.RouterError

Not Connected: ScriptError

The number of calls that were initially abandoned to IVR because no agent wasavailable and then queued to a skill group for this campaign and again removedfrom the queue during the half-hour interval.


Dialer Aband To Other:Script Dequeued




The number of calls that were routed to another skill group or never made to theskill group.

Derived from:Campaign_Query_Rule_Interval.AbandonToIVR -(Skill_Group_Interval.RouterCallsAbandQ+ Skill_Group_Interval.CallsHandled+ Skill_Group_Interval.RouterError + Skill_Group_Interval.RouterCallsDequeued)

This column is approximate because the abandon to IVR might occur in onehalf-hour interval and the call completion occurs in another interval.

Dialer Aband To Other:Other

Campaign Half Hour SummaryThe Campaign Half Hour Summary report shows the status for all campaigns for the selected time period,the status (summary and percentage) of each campaign for the selected time period, and the breakdown ofattempts (in percentage) of each campaign for the selected time period.

Views: This report has three views—Breakdown of Attempts per Campaign Half Hour Report, Summary ofAttempts per Campaign Half Hour Report, and Summary of Call Counts per Campaign Half Hour Report




• Campaign


Current Fields in the Breakdown of Attempts (%) per Campaign Half Hour Report View





Campaign

The date and time at the start of a half-hour interval for the row's data in MM/DD/YYYY(month,day, year) and HH:MM:SS (hours, minutes, seconds) format.


Date Time



Attempts


Outbound HistoricalCampaign Half Hour Summary


The percentage of call attempts when the actual customer was contacted and handled, as indicatedby agents using their desktop.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: RightParty Connect

The percentage of contacts/attempts in the half-hour interval abandoned by the dialer becauseagents were not available and there was no configuration in place for "Abandon to IVR."


Customer Answered: DialerAband

The percentage of attempts that reached a customer and were abandoned to IVR because no agentswere available to handle the call.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Abandonto IVR

The percentage of call backs requested by the customer when the campaign is not configured forpersonal call back.


Customer Answered: Call back

The percentage of call backs scheduled and requested by the customer when the campaign isconfigured for personal call back.


Customer Answered: PersonalCall back

The percentage of contacts in the half-hour interval where the party answering the phone was notthe customer.


Customer Answered: CustomerNot Home

The percentage of contacts in the half-hour interval where the party answering the phone indicatedthe customer did not live there.


Customer Answered: WrongNumber

The percentage of contacts in the half-hour interval where the customer hung up immediately afterbeing connected to an agent.


Customer Answered: CustomerAband

The percentage of contacts in the half-hour interval that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval.AnsweringMachineDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer:Answering Machine




The percentage of contacts in the half-hour interval that were not answered.

Derived from: Campaign_Query_Rule_Interval.NoAnswerDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: NoAnswer

The percentage of contacts in the half-hour interval that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval. BusyDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer:Busy

The percentage of contacts in the half-hour interval where the dialer canceled a ringing customercall.


Customer Did Not Answer:Cancel



Problem: SIT Tone





Derived from: Campaign_Query_Rule_Interval.FaxDetect

Problem: Fax







Current Fields in the Summary of Attempts per Campaign Half Hour Report View





Campaign

The date and time of the start half hour interval for the row's data inMM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds)format.


Date Time




The number of the outbound calls (attempts) that reached a live voice.

Derived from: Cam paign_Query_Rule_Interval.VoiceDetect +Campaign_Query_Rule_Interval.WrongNumberCount +Campaign_Query_Rule_Interval.CustomerNotHomeCount +Campaign_Query_Rule_Interval.CustomerAbandonDetect +Campaign_Query_Rule_Interval.CallbackCount +Campaign_Query_Rule_Interval.PersonalCallbackCount +Campaign_Query_Rule_Interval.AbandonDetect +Campaign_Query_Rule_Interval.AbandonToIVR


The number of call attempts as indicated by agents using their desktop, whenthe actual customer was contacted and handled.


Key Statistics: RightParty Connect

The number of calls that were abandoned by the dialer or abandoned to IVRbecause of there were no agents available to take the call. Campaign configurationdetermines whether these calls are abandoned at the dialer or to IVR.

Derived from: Campaign_Query_Rule_Interval. AbandonToIVR +Campaign_Query_Rule_Interval. AbandonDetect

Key Statistics: DialerAband & Aband to IVR



Attempts: Total



Attempts: CustomerAnswered

The percentage of calls attempted when the number was dialed but the customerwas not reached and there were no problems with the call ("Ring No Answer").

Derived from: (Campaign_Query_Rule_Interval.AnsweringMachineDetect +Campaign_Query_Rule_Interval.BusyDetect +Campaign_Query_Rule_Interval.NoAnswerDetect +Campaign_Query_Rule_Interval.CancelledDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Did NotAnswer




The percentage of calls attempted where the contact was dialed and one of thefollowing problems was encountered:






• Operator intercept (SIT Tone) was returned from network when dialattempted


Attempts: Problem

The number of preview/call back calls in the half-hour interval that were rejectedby the agent. (These customers should be tried contacting again).


Note: These calls are not counted as attempted.

Did Not Dial: AgentRejected

The number of preview/call back calls that were rejected by the agent (thesecustomers are not dialed).



Did Not Dial: AgentClosed

Current Fields in the Summary of Call Counts per Campaign Half Hour Report View





Campaign

The central controller date and time at the start of the half-hour interval.


Date Time

Summary total of the number of calls attempted in the half-hour interval.


Attempted




The number of call back contacts.

Derived from: Campaign_Query_Rule_Interval.CallBackCount

Requested Call back

The number of call back contacts scheduled.

Derived from: Campaign_Query_Rule_Interval.PersonalCallBackCount

Requested Personal Callback

The number of contacts for which a voice was detected in the half hour interval.


Voice

The number of contacts in the half hour interval that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval.BusyDetect

Busy

The number of contacts in the half hour interval that were not answered.

Derived from: Campaign_Query_Rule_Interval.NoAnswerDetect

No Answer

The number of contacts in the half hour interval that did not detect a ring back.The Calls with CallResults 4, 27 and 28 are mentioned in this column.


No Ringback

The number of contacts in the half hour interval that did not detect a dial tone.


No Dialtone

The number of contacts in the half hour interval that detected a fax.


Fax

The number of contacts in the half hour interval that detected a network answeringmachine.

Derived from: Campaign_Query_Rule_Interval.NetworkAnsMachineDetect

Network IVR

The number of contacts in the half hour interval that detected an answeringmachine.

Derived from: Campaign_Query_Rule_Interval.AnsweringMachineDetect

Answering Machine

The number of contacts in the half hour interval that detected a special informationtone (SIT).


SIT Tone

The number of preview/call back contacts in the half hour interval that wererejected by the agent.


Agent Rejected




The number of preview/call back contacts that were rejected by the agent (thesecustomers are not dialed).


Agent Closed

The number of contacts in the half hour interval where the party answering thephone was not the customer.

Derived from: Campaign_Query_Rule_Interval.CustomerNotHomeCount

Customer Not Home

The number of contacts in the half hour interval where the party answering thephone indicated the customer did not live there.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount

Wrong Number

The number of contacts in the half hour interval where the dialer canceled aringing customer call.

Derived from: Campaign_Query_Rule_Interval.CanceledDetect

Canceled

The number of contacts in the half hour interval abandoned by the dialer.

Derived from: Campaign_Query_Rule_Interval.AbandonDetect

Dialer Abandon

The number of contacts in the half hour interval that were abandoned by thedialer. However, instead of hanging up on the customer the customer wastransferred to an IVR which plays a message.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR

Abandon to IVR

The number of contacts in the half hour interval where the customer hung upimmediately after picking up the phone.


Customer Abandon

The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talkingon the telephone in the half hour interval.

Derived from: Campaign_Query_Rule_Interval.TalkTime

Talk Time

The length of time the agents spent in wrap-up work.

Derived from: Campaign_Query_Rule_Interval.WrapupTime

WrapUp Time

Dialer Call Result Summary Half HourThe Dialer Call Result Summary Half Hour report displays the status of each dialer for the selected timeperiod.

Views: This report has one view—Dialer Call Result Summary Half Hour Report.



Outbound HistoricalDialer Call Result Summary Half Hour

Value List: Dialers


• Dialer

• Dialer_Interval

Current Fields in the Dialer Call Result Summary Half Hour Report View



The name of the dialer.

Derived from: Dialer.DialerName

Dialer Name


Derived from: Dialer_Interval.DateTime

Date Time

Summary total of the number of contacts dialed in the half-hour interval.

Derived from: Dialer_Interval.ContactsDialed

Attempted


Derived from: Dialer_Interval.CallBackCount

Requested Call back


Derived from: Dialer_Interval.PersonalCallBackCount


The number of contacts for which a voice was detected in the half-hour interval.

Derived from: Dialer_Interval.VoiceDetect

Voice

The number of contacts for which busy signals were detected in the half-hourinterval.

Derived from: Dialer_Interval.BusyDetect

Busy

The number of contacts which were not answered in the half hour-interval.

Derived from: Dialer_Interval.NoAnswerDetect

No Answer

The number of contacts in the half-hour interval that did not detect a ring back.

Derived from: Dialer_Interval.NoRingBackDetect

No Ringback


Derived from: Dialer_Interval.NoDialToneDetect

No Dialtone


Derived from: Dialer_Interval.FaxDetect

Fax




The number of contacts in the half-hour interval that detected a network answeringmachine.

Derived from: Dialer_Interval.NetworkAnsMachineDetect

Network IVR

The number of contacts in the half-hour interval that detected an answeringmachine.

Derived from: Dialer_Interval.AnsweringMachineDetect

Answering Machine

The number of contacts in the half-hour interval that detected a special informationtone (SIT).

Derived from: Dialer_Interval.SITToneDetect

SIT Tone

The number of preview/call back contacts in the half-hour interval that wererejected by the agent.

Derived from: Dialer_Interval.AgentRejectedDetect

Agent Rejected

The number of preview/call back contacts that were rejected by the agent. ((Theagent did not call these customers.)

Derived from: Dialer_Interval.AgentClosedDetect

Agent Closed

The number of contacts in a half-hour interval where the party answering thephone was not the customer.

Derived from: Dialer_Interval.CustomerNotHomeCount

Customer Not Home

The number of contacts in a half-hour interval where the party answering thephone indicated the customer did not live there.

Derived from: Dialer_Interval.WrongNumberCount

Wrong Number

The number of contacts in the half-hour interval where the dialer canceled aringing customer call.

Derived from: Dialer_Interval.CancelledDetect

Canceled


Derived from: Dialer_Interval.AbandonDetect

Dialer Abandon

The number of contacts in the half-hour interval that were abandoned by thedialer and transferred to IVR, which plays a message.

Derived from: Dialer_Interval.AbandonToIVR

Abandon to IVR


Derived from: Dialer_Interval.CustomerAbandonDetect

Customer Abandon



Dialer Capacity DailyThe Dialer Capacity Daily report displays the status of each dialer for the selected time period.

Views: This report has one view—Dialer Capacity Daily Report.


Value List: Dialers


• Dialer

• Dialer_Interval

Current Fields in the Dialer Capacity Daily Report View





Dialer Name



Date

The Full Time Equivalent (FTE) value of registered dialer ports during theinterval. If this is less than the full number of ports allocated, then it describes asystem issue where ports were offline for some period of time.

Derived from: (Dialer_Interval.IdlePortTime+Dialer_Interval.ReservePortTime+ Dialer_Interval.DialingTime)/ Dialer_Interval.ReportingInterval

Port Status: In ServiceFTE

The percentage of non-busy ports in the current interval.

Derived from: Dialer_Interval.IdlePortTime/ (Dialer_Interval.IdlePortTime +Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: Idle

The percentage of time spent by the dialer ports for calling customers during thecurrent interval.

Derived from: Dialer_Interval.DialingTime /(Dialer_Interval.IdlePortTime +Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: ContactingCustomers

The percentage of time spent by the dialer ports for reserving agents during thecurrent interval for an agent campaign.

Derived from: Dialer_Interval.ReservePortTime/ (Dialer_Interval.IdlePortTime+ Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: ReservingAgents


Outbound HistoricalDialer Capacity Daily


The percentage of time maxed out by the dialer during the current interval.

Derived from: Dialer_Interval.FutureUseInt2/(Dialer_Interval.IdlePortTime +Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: Out of Ports

The number of customer contact calls attempted by the dialer during the currentinterval. This includes all attempts, whether customers were reached or not.


Dialer Statistics: Attempts

The average time length in seconds of a customer attempt .

Derived from: Dialer_Interval.DialingTime/Dialer_Interval.ContactsDialed

Dialer Statistics: AverageAttempt Time

The total number of reservation calls placed. This includes dialer requests toreserve agents that were rejected in the routing script because no agents wereavailable or otherwise.

Derived from: Dialer_Interval.FutureUseInt1

Dialer Statistics:Reservation Calls

The average length of a reservation call in seconds.

Derived from: Dialer_Interval.ReservePortTime/ Dialer_Interval.FutureUseInt1

Dialer Statistics: AverageReservation Call

Dialer Capacity Half HourThe Dialer Capacity Half Hour report displays the status of each dialer for the selected time period.

Views: This report has one view—Dialer Capacity Half Hour Report.


Value List: Dialers


• Dialer

• Dialer_Interval

Current Fields in the Dialer Capacity Half Hour Report View





Dialer Name


Outbound HistoricalDialer Capacity Half Hour


The date and time of the start of the half-hour interval for the row's data inMM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second)format.


Date Time

The Full Time Equivalent (FTE) value of registered dialer ports during thehalf-hour interval. If this value is less than the full number of ports allocated,then it describes a system issue where ports were offline for some period of time.

Derived from: (Dialer_Interval.IdlePortTime+Dialer_Interval.ReservePortTime+ Dialer_Interval.DialingTime)/ Dialer_Interval.ReportingInterval

Port Status: In ServiceFTE

The percentage of non-busy ports in the current half-hour interval.

Derived from: Dialer_Interval.IdlePortTime/ (Dialer_Interval.IdlePortTime +Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: Idle

The percentage of time spent by the dialer ports for calling customers during thecurrent half-hour interval.

Derived from: Dialer_Interval.DialingTime /(Dialer_Interval.IdlePortTime +Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: ContactingCustomers

The percentage of time spent by the dialer ports for reserving agents during thecurrent half-hour interval for an agent campaign.

Derived from: Dialer_Interval.ReservePortTime/ (Dialer_Interval.IdlePortTime+ Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: ReservingAgents

The percentage of time maxed out by the dialer during the current half-hourinterval.

Derived from: Dialer_Interval.FutureUseInt2/(Dialer_Interval.IdlePortTime +Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: Out of Ports

The number of customer contact calls attempted by the dialer during the currenthalf-hour interval. This number includes all attempts, whether customers werereached or not.


Dialer Statistics: Attempts

The average time length of a customer attempt in seconds.

Derived from: Dialer_Interval.DialingTime/Dialer_Interval.ContactsDialed

Dialer Statistics: AverageAttempt Time

The total number of reservation calls placed the current half-hour interval. Thisnumber includes dialer requests to reserve agents that were rejected in the routingscript because no agents were available or otherwise.

Derived from: Dialer_Interval.FutureUseInt1

Dialer Statistics:Reservation Calls

The average length of a reservation call in seconds.

Derived from: Dialer_Interval.ReservePortTime / Dialer_Interval.FutureUseInt1

Dialer Statistics: AverageReservation Call


Outbound HistoricalDialer Capacity Half Hour

Import RuleThe Import Rule report displays the status of imported records for the selected time period.

Views: This report has one view—Import Rule Report.


Value List: Import Rule


• Import_Rule

• Import_Rule_History

Current Fields in the Import Rule Report View



The name of the import rule.

Derived from: Import_Rule.ImportRuleName

Import Name

The date and time the import rule is scheduled to start.

Derived from: Import_Rule_History.StartDateTime

Start Date

The date and time the import rule finished.

Derived from: Import_Rule_History.EndDateTime

End Date

The total time duration.

Derived from: DateDiff(ss,Import_Rule_History.StartDateTime,Import_Rule_History.EndDateTime)

Duration

The total number of records present in the import list.

Derived from: Import_Rule_History.TotalRecords

Records Status: TotalRecords

The total number of records imported into the Do Not Call List.

Derived from: Import_Rule_History.GoodRecords

Records Status: Imported

The total number of import records that did not meet format criteria. These recordsare captured in an import error file.

Derived from: Import_Rule_History.BadRecords

Records Status: Failed


Outbound HistoricalImport Rule


The total number of records imported to dialing lists based on existing queryrules.

Derived from: Import_Rule_History. ImportedToDialingListCount

Records To Dial

The total number of records that did not match the prefixes in the region prefixtable and were assigned with the default time zone for the campaign.

Derived from: Import_Rule_History.UnmatchedRegionPrefixCount

Records With UnknownPrefix

Query Rule Within Campaign DailyThe Query Rule Within Campaign Daily report shows the breakdown of attempts (in percentage) of eachcampaign for the selected time period and the status (summary and percentage) of each campaign for theselected time period.

Views: This report has two views—Attempts per Query Rule Within Campaign Daily and Breakdown ofAttempts per Query Rule Daily.




• Campaign


• Query_Rule

Summary of Attempts per Query Rule Within Campaign Daily Report





Campaign Name

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Query Rule



Date


Outbound HistoricalQuery Rule Within Campaign Daily



Derived from: Campaign_Query_Rule_Interval.VoiceDetect +Campaign_Query_Rule_Interval.WrongNumberCount +Campaign_Query_Rule_Interval.CustomerNotHomeCount +Campaign_Query_Rule_Interval.CustomerAbandonDetect +Campaign_Query_Rule_Interval.CallbackCount +Campaign_Query_Rule_Interval.PersonalCallbackCount +Campaign_Query_Rule_Interval.AbandonDetect +Campaign_Query_Rule_Interval.AbandonToIVR





The number of calls that were abandoned by the dialer or abandoned to IVRbecause there were no agents available to take the call. Campaign configurationdetermines whether these calls are abandoned at the dialer or to IVR.

Dialer Aband is derived from: Campaign_Query_Rule_Interval.AbandonDetect

Aband to IVR is derived from: Campaign_Query_Rule_Interval.AbandonToIVR




Attempts: Total




The percentage of calls attempted when the number was dialed but the customer(live voice) was not reached and there were no problems with the call ("Ring NoAnswer").

Derived from: (Campaign_Query_Rule_Interval. AnsweringMachineDetect +Campaign_Query_Rule_Interval.BusyDetect +Campaign_Query_Rule_Interval.NoAnswerDetect +Campaign_Query_Rule_Interval.CancelledDetect)/Campaign_Query_Rule_Interval.ContactsAttempted











• Operator intercept (SIT Tone) was returned from network when dialattempted.


Attempts: Problem

The number of preview/call back calls that were rejected by the agent. (An attemptshould be made to contact these customers again.)



The number of preview/call back calls that were rejected by the agent. (The agentdid not call these customers.)


Note that these calls were not counted as attempted.


Breakdown of Attempts (%) per Query Rule Within Campaign Daily Report





Campaign Name



Query Rule



Date






Attempts

The percentage of call attempts as indicated by agents using their desktop, whenthe actual customer was contacted and handled.


Customer Answered:Right Party Connect

The percentage of contacts/attempts abandoned by the dialer because of no agentwas available to take the call and "Abandon to IVR" was not configured.


Customer Answered:Dialer Aband

The percentage of attempts that were sent to IVR (or another dialed number) fortreatment after the dialer reached a contact and no agent was available to takethe call.

Derived from: Campaign_Query_Rule_Interval. AbandonToIVR/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered:Aband to IVR

The percentage of call backs requested by the customer when the campaign isnot configured for personal call back.


CustomerAnswered: Callback

The percentage of call back scheduled and requested by the customer when thecampaign was configured for personal call back.


Customer Answered:Personal Call back

The percentage of contacts where the party answering the phone was not thecustomer.


Customer Answered:Customer Not Home

The percentage of contacts where the party answering the phone indicated thecustomer did not live there.


Customer Answered:Wrong Number

The percentage of contacts where the customer hung up immediately after beingconnected to an agent.


Customer Answered:Customer Aband




The percentage of contacts that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval. AnsweringMachineDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did NotAnswer: AnsweringMachine

The percentage of contacts that were not answered.

Derived from: Campaign_Query_Rule_Interval. NoAnswerDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did NotAnswer: No Answer

The percentage of contacts that detected a busy signal.


Customer Did NotAnswer: Busy

The percentage of contacts where the dialer canceled a ringing customer call.


Customer Did NotAnswer: Cancel

The percentage of contacts that detected a Special Information Tone (SIT).


Problem: SIT Tone

The percentage of contacts that did not detect a dial tone.



The percentage of contacts that detected a fax machine.


Problem: Fax


• No Ringback from network when dial attempted.





Query Rule Within Campaign Half HourTh Query Rule Within Campaign Half Hour report shows the breakdown of attempts (in percentage) of eachcampaign for the selected time period, the status (summary and percentage) of each campaign for the selectedtime period, and the status for each Query rule within a campaign for the selected time interval.

Views:This report has three views—Call Counts per Query Rule within CampaignHalf Hour Report, Summaryof Attempts per Query Rule Within Campaign Half Hour Report, and Breakdown of Attempts (%) per QueryRule Within Campaign Half Hour Report.



Outbound HistoricalQuery Rule Within Campaign Half Hour



• Campaign


• Query_Rule

Current Fields in the Call Counts per Query Rule within Campaign Half Hour Report View





Campaign Name



Query Rule



Date Time

Summary total of the number of calls attempted in the half-hour interval.


Attempted


Derived from: Campaign_Query_Rule_Interval.CallBackCount

Requested Call back


Derived from: Campaign_Query_Rule_Interval.PersonalCallbackCount


The number of contacts for which a voice was detected during the half-hourinterval.


Voice

The number of contacts in the half-hour interval that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval.BusyDetect

Busy

The number of contacts in the half-hour interval that were not answered.

Derived from: Campaign_Query_Rule_Interval.NoAnswerDetect

No Answer

The number of contacts in the half-hour interval that did not detect a ring back.The Calls with CallResults 4, 27 and 28 are mentioned in this column.


No Ringback






No Dialtone



Fax

The number of contacts in the half-hour interval that detected a network answeringmachine.

Derived from: Campaign_Query_Rule_Interval.NetworkAnsMachineDetect

Network IVR

The number of contacts in the half-hour interval that detected an answeringmachine.

Derived from: Campaign_Query_Rule_Interval.AnsweringMachineDetect

Answering Machine

The number of contacts in the half-hour interval that detected a special informationtone (SIT).


SIT Tone

The number of preview/call back contacts in the half-hour interval that wererejected by the agent.


Agent Rejected

The number of preview/call back contacts that were rejected by the agent. (Theagent did not call these customers.)


Agent Closed

The number of contacts in the half-hour interval where the party answering thephone was not the customer.

Derived from: Campaign_Query_Rule_Interval.CustomerNotHomeCount

Customer Not Home

The number of contacts in the half-hour interval where the party answering thephone indicated the customer didn't live there.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount

Wrong Number

The number of contacts in the half-hour interval where the dialer canceled aringing customer call.

Derived from: Campaign_Query_Rule_Interval.CanceledDetect

Canceled


Derived from: Campaign_Query_Rule_Interval.AbandonDetect

Dialer Abandon

The number of contacts in the half-hour interval that were abandoned by thedialer and transferred to IVR, which plays a message.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR

Abandon to IVR






Customer Abandon

The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talkingon the telephone in the half-hour interval.

Derived from: Campaign_Query_Rule_Interval.TalkTime

Talk Time


Derived from: Campaign_Query_Rule_Interval.WrapupTime

WrapUp Time

Current Fields in the Summary of Attempts per Query Rule Within Campaign Half Hour Report View





Campaign Name



Query Rule

The date and time at the start of the half-hour interval for the row's data inMM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds)format.


Date Time


Derived from: Campaign_Query_Rule_Interval.VoiceDetect +Campaign_Query_Rule_Interval.WrongNumberCount +Campaign_Query_Rule_Interval.CustomerNotHomeCount +Campaign_Query_Rule_Interval.CustomerAbandonDetect +Campaign_Query_Rule_Interval.CallbackCount+Campaign_Query_Rule_Interval.PersonalCallbackCount +Campaign_Query_Rule_Interval.AbandonDetect +Campaign_Query_Rule_Interval.AbandonToIVR



Derived from: Derived from: Campaign_Query_Rule_Interval.VoiceDetect





The number of calls that were abandoned by the dialer or abandoned to IVRbecause there were no agents available to take the call. Campaign configurationdetermines whether these calls are abandoned at the dialer or to IVR.

Dialer Aband is derived from: Campaign_Query_Rule_Interval.AbandonDetect

AbandtoIVR is derived from: Campaign_Query_Rule_Interval.AbandonToIVR




Attempts: Total




The percentage of calls attempted when the number was dialed but the customer(live voice) was not reached and there were no problems with the call ("Ring NoAnswer").

Derived from: (Campaign_Query_Rule_Interval. AnsweringMachineDetect +Campaign_Query_Rule_Interval.BusyDetect +Campaign_Query_Rule_Interval.NoAnswerDetect +Campaign_Query_Rule_Interval.CancelledDetect)/Campaign_Query_Rule_Interval.ContactsAttempted



• Fax machine detected.

• No dial tone when dialer port went off hook.

• No Ringback from network when dial attempted.



• Operator intercept (SIT Tone) was returned from network when dialattempted.


Attempts: Problem




The number of preview/call back calls in the half-hour interval that were rejectedby the agent. (These customers should be tried contacting again).




The number of preview/call back calls that were rejected by the agent (thesecustomers are not dialed).




Current Fields in the Breakdown of Attempts (%) per Query Rule Within Campaign Half Hour Report View





Campaign Name

The date and time of the start of the half-hour interval for the row's data inMM/DD/YYYY (month,day, year) and HH:MM:SS (hour, minute, second) format.


DateTime



Query Rule



Attempts

The percentage of call attempts as indicated by agents using their desktop, when the actual customerwas contacted and handled.


Customers Answered: RightParty Connect

The percentage of contacts/attempts in the half-hour interval abandoned by the dialer because noagents were available and "Abandon to IVR" was not configured.

Derived from: Campaign_Query_Rule_Interval.AbandonDetect/Campaign_Query_Rule_Interval.ContactsAttempted

This column is calculated as a percentage of all attempts because all the remaining numbersare represented in percentage only. These columns always add up to 100%.

Note

Customers Answered: DialerAband




The percentage of attempts that were sent to IVR (or another dialed number) for treatment afterthe dialer reached a contact and no agent was available to take the call.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR/Campaign_Query_Rule_Interval.ContactsAttempted

Customers Answered: Aband toIVR

The percentage of call backs requested by the customer when the campaign is not configured forpersonal callback.


CustomersAnswered: Call back

The percentage of call backs scheduled and requested by the customer when the campaign wasconfigured for personal callback.


Customers Answered: PersonalCall back

The percentage of contacts in the half-hour interval where the party answering the phone was notthe customer.

Derived from: Campaign_Query_Rule_Interval.CustomersNotHomeCount/Campaign_Query_Rule_Interval.ContactsAttempted

Customers Answered:Customers Not Home

The percentage of contacts in the half-hour interval where the party answering the phone indicatedthe customer did not live there.


Customers Answered: WrongNumber

The percentage of contacts in the half-hour interval where the customer hung up immediately afterbeing connected to an agent.


CustomersAnswered:CustomerAband

The percentage of contacts in the half-hour interval that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval. AnsweringMachineDetectToHal/Campaign_Query_Rule_Interval.ContactsAttempted

Customers Did Not Answer:Answering Machine

The percentage of contacts in the half-hour interval that were not answered.

Derived from: Campaign_Query_Rule_Interval. NoAnswerDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customers DidNot Answer: NoAnswer

The percentage of contacts in the half-hour interval that detected a busy signal.


Customers Did Not Answer:Busy




The percentage of contacts in the half-hour interval where the dialer canceled a ringing customercall.


Customers Did Not Answer:Canceled



Problem: SIT Tone

The number of contacts in the half-hour interval that did not detect a dialtone.


Problem: No Dialtone

The number of contacts in the half-hour interval that detected a fax machine.


Problem: Fax









C H A P T E R 11Outbound Real Time

• Call Summary Count per Campaign Real Time, page 175

• Dialer Real Time, page 179

• Import Status Real Time, page 181

• Query Rule Within Campaign Real Time, page 182

Call Summary Count per Campaign Real TimeThe Call Summary Count per Campaign Real Time report displays the status of each query rule within acampaign, the current status of all campaign records, and the currently valid campaign dialing times.

Views: This report has three views—Summary of Call Counts Per Campaign Real Time Report, ValidCampaign Dialing Times Real Time Report, and Call Summary Count per Campaign Real Time.

Query: This report data is built from an Anonymous Block query.



• Campaign

• Campaign_Query_Rule_Real_Time

Current Fields in the Call Summary Count per Campaign Real Time View

Current fields are those fields that appear by default in a report generated from the stock template. You canchange them. Current fields are listed below in the order (left to right) in which they appear by default in thestock template.




Campaign Name



The total number of records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount

Total Records

The number of available records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount-Campaign_Query_Rule_Real_Time.FutureUseInt1-Campaign_Query_Rule_Real_Time.ClosedCount

Available

The number of contacts attempted.

Derived from: Campaign_Query_Rule_Real_Time.ClosedCount

Closed

The number of calls for the day that ended in successful customer contact.

Derived from: Campaign_Query_Rule_Real_Time.FutureUseInt1

Voice

Current Fields in the Valid Campaign Dialing Times Real Time Report View





Campaign Name

Campaign Start Zone 1 time measured in HH:MM format. Campaign Start Zone1 time is the start time that a customer can be phoned at Zone 1. Zone 1 time andZone 2 time cannot overlap.

Derived from: Campaign.HomeStartHours ':' Campaign.HomeStartMinutes

Start Zone 1 Time

Campaign End Zone 1 time measured in HH:MM format. Campaign End Zone1 time is the time beyond which a customer can no longer be phoned at Zone 1.

Derived from: Campaign.HomeEndHours ':' Campaign.HomeEndMinutes

End Zone 1 Time

The total Zone 1 time. Zone 1 Duration = End Zone 1 Time-Start Zone 1 Time

Derived from: Campaign.HomeDuration

Zone 1 Duration

Campaign Start Zone 2 time measured in HH:MM:SS format. Campaign StartZone 2 time is the start time that a customer can be phoned at Zone 2. Campaigntime is normalized to the customer's time zone. For example, if the campaignruns from 3 to 6 PM Eastern Standard time and it is past 6 PM on the East coast,you can still dial someone in Chicago because it is not yet 6 PM there.

Derived from: Campaign.WorkStartHours : Campaign.WorkStartMinutes

Start Zone 2 Time


Outbound Real TimeCall Summary Count per Campaign Real Time


Campaign End Zone 2 timemeasured n HH:MM:SS format. Campaign End Zone2 time is the time beyond which a customer can no longer be phoned at Zone 2.

Derived from: Campaign.WorkEndHours : Campaign.WorkEndMinutes

End Zone 2 Time

The total Zone 2 time. Zone 2 Duration = End Zone 2 Time - Start Zone 2 Time

Derived from: Campaign.WorkDuration

Zone 2 Duration

Current Fields in the Summary of Call Counts Per Campaign Real Time Report View





Campaign Name

Summary total of the number of calls attempted.

Derived from: Campaign_Query_Rule_Real_Time.AttemptedCount

Attempted

The number of callback contacts scheduled.

Derived from: Campaign_Query_Rule_Real_Time.PersonalCallBackCount

Requested PersonalCallback

The number of callback contacts.

Derived from: Campaign_Query_Rule_Real_Time.CallBackCount

Requested Callback

The number of calls for the day that ended in successful customer contact.

Derived from: Campaign_Query_Rule_Real_Time.VoiceCount

Voice

The number of calls that detected a busy signal.

Derived from: Campaign_Query_Rule_Real_Time.BusyCount

Busy

The number of calls that were not answered.

Derived from: Campaign_Query_Rule_Real_Time.NoAnswerDetectCount

No Answer

The number of calls that did not detect a ring back. The Calls with CallResults4, 27 and 28 are mentioned in this column.

Derived from: Campaign_Query_Rule_Real_Time.NoRingBackDetectCount

No Ringback

The number of calls that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Real_Time.NoDialToneDetectCount

No Dialtone




The number of calls that detected a fax.

Derived from: Campaign_Query_Rule_Real_Time.FaxDetectCount

Fax

The number of calls that detected a network answering machine.

Derived from: Campaign_Query_Rule_Real_Time.NetworkAnsMachinesCount

Network IVR

The number of calls that detected an answering machine.

Derived from: Campaign_Query_Rule_Real_Time.AnsweringMachineCount

Answering Machine

The number of calls that detected a special information tone (SIT).

Derived from: Campaign_Query_Rule_Real_Time.SITToneDetectCount

SIT Tone

The number of preview/callback calls that were rejected by the agent.

Derived from: Campaign_Query_Rule_Real_Time.AgentRejectedCount

Agent Rejected

The number of preview/callback calls that were rejected by the agent. (The agentdid not call these customers.)

Derived from: Campaign_Query_Rule_Real_Time.AgentClosedCount

Agent Closed

The number of contacts where the party answering the phone was not thecustomer.

Derived from: Campaign_Query_Rule_Real_Time.CustomerNotHomeCount

Customer Not Home

The number of contacts where the party answering the phone indicated thecustomer did not live there.

Derived from: Campaign_Query_Rule_Real_Time.WrongNumberCount

Wrong Number

The number of calls where the dialer canceled a ringing customer call.

Derived from: Campaign_Query_Rule_Real_Time.CancelledDetectCount

Canceled

The number of calls abandoned by the dialer.

Derived from: Campaign_Query_Rule_Real_Time.AbandonDetectCount

Dialer Abandon

The number of calls that were abandoned by the dialer and transferred to IVR,which plays a message.

Derived from: Campaign_Query_Rule_Real_Time.AbandonToIVRCount

Abandon to IVR

The number of calls where the customer hung up immediately after picking upthe phone.

Derived from:Campaign_Query_Rule_Real_Time.CustomerAbandonDetectCount

Customer Abandon




The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talkingon the telephone today.

Derived from: Campaign_Query_Rule_Real_Time.TalkTimeCount

Talk Time


Derived from: Campaign_Query_Rule_Real_Time.WrapupTimeCount

Wrapup Time

Dialer Real TimeThe Dialer Real Time report provides the current status of each dialer.

This report is based on the Outbound Option Dialer—Contacts, busy, voice, answering machine, SIT Tonedetects, no answer, and abandoned calls for each dialer.


Query: This report data is built from an Anonymous Block Query.

Grouping: This report is grouped by Dialer Name.

Value List: Dialers


• Dialer

• Dialer_Real_Time

Current Fields in the Dialer Real Time Report





Dialer Name

The summary total of the number of contacts dialed today.

Derived from: Dialer_Real_Time.ContactsDialedToday

Attempted


Derived from: Dialer_Real_Time.PersonalCallBackCount



Derived from: Dialer_Real_Time.CallBackCount

Requested Callback


Outbound Real TimeDialer Real Time


The number of contacts for which a voice was detected today.

Derived from: Dialer_Real_Time.VoiceDetectToday

Voice

The number of contacts for which busy signals were detected today.

Derived from: Dialer_Real_Time.BusyDetectToday

Busy

The number of contacts that were not answered today.

Derived from: Dialer_Real_Time.NoAnswerDetectToday

No Answer

The number of contacts today that did not detect a ring back. The Calls withCallResults 4, 27, and 28 are mentioned in this column.

Derived from: Dialer_Real_Time.NoRingBackDetectHalf

No Ringback

The number of contacts today that did not detect a dial tone.

Derived from: Dialer_Real_Time.NoDialToneDetectHalf

No Dialtone

The number of contacts today that detected a fax.

Derived from: Dialer_Real_Time.FaxDetectHalf

Fax

The number of contacts today that detected a network answering machine.

Derived from: Dialer_Real_Time.NetworkAnsMachineDetectHalf

Network IVR

The number of contacts today that detected an answering machine.

Derived from: Dialer_Real_Time.AnsweringMachineDetectToday

Answering Machine

The number of contacts today that detected a special information tone (SIT).

Derived from: Dialer_Real_Time.SITToneDetectToday

SIT Tone

The number of preview/callback contacts that were rejected by the agent. (Theagent did not call these customers.)

Derived from: Dialer_Real_Time.AgentRejectedDetectHalf

Agent Rejected

The number of preview/callback contacts that were closed by the agent. (Theagent did not call these customers.)

Derived from: Dialer_Real_Time.AgentClosedDetectHalf

Agent Closed

The number of contacts today where the party answering the phone was not thecustomer.

Derived from: Dialer_Real_Time.CustomerNotHomeCount

Customer Not Home

The number of contacts today where the party answering the phone indicatedthe customer did not call.

Derived from: Dialer_Real_Time.WrongNumberCount

Wrong Number


Outbound Real TimeDialer Real Time


The number of contacts today where the dialer canceled a ringing customer call.

Derived from: Dialer_Real_Time.CancelledDetectHalf

Canceled


Derived from: Dialer_Real_Time.AbandonDetectToday

Dialer Abandon

The number of contacts today that were abandoned by the dialer and transferredto an IVR, which plays a message.

Derived from: Dialer_Real_Time.AbandonToIVRHalf

Abandon to IVR

The number of contacts today where the customer hung up immediately afterpicking up the phone.

Derived from: Dialer_Real_Time.CustomerAbandonDetectHalf

Customer Abandon

Import Status Real TimeThe Import Status Real Time report provides the status of Outbound Option import records.

This report is based on the Import Rule—The number of good, bad, and total records imported, or to beimported.


Query: This report data is built from an Anonymous Block Query.

Grouping: There is no grouping for this report. The report is sorted by Import Name.

Value List: Import Rule


• Import_Rule

• Import_Rule_Real_Time

Current Fields in the Import Status Real Time Report View



The name of the import rule.

Derived from: Import_Rule.ImportRuleName

Import Name

The time the import rule is scheduled to start.

Derived from: Import_Rule_Real_Time.DateTimeStart

Start Date


Outbound Real TimeImport Status Real Time


The status of the import rule. These are the codes:

380 = "IMPORT_BEGIN"

385 = "IMPORT_UPDATE"

390 = "BUILD_BEGIN"

410 = "BUILD_END"

420 = "IMPORT_END"

430 = "DNC_BEGIN"

450 = "DNC_END"

455 = "IMPORT_FAILED"

All other values = "IDLE"

Derived from: Import_Rule_Real_Time.Status

Status

The number of good records imported or to be imported.

Derived from: Import_Rule_Real_Time.GoodRecords

Good Records

The number of bad records imported.

Derived from: Import_Rule_Real_Time.BadRecords

Bad Records

The total number of records imported or to be imported.

Derived from: Import_Rule_Real_Time.TotalRecords

Total Records

Query Rule Within Campaign Real TimeThe Query RuleWithin Campaign Real Time report displays the current status of all campaign records, dialingtimes, and query rule within a campaign.

Views: This report has three grid views—Call Counts of Query Rule within Campaign, Call Summary CountOf Query Rule Within Campaign, Query Rule Dialing Times.


Grouping:This report is grouped by CampaignName andQuery Rule Name. The report is sorted by CampaignName.



• Campaign

• Query_Rule

• Campaign_Query_Rule_Real_Time

• Campaign_Query_Rule


Outbound Real TimeQuery Rule Within Campaign Real Time

Current Fields in the Call Counts of Query Rule Within Campaign View





Campaign Name



Query Rule Name

The date and time in MM/DD/YYYY (month, day, year) and HH:MM (hours,minutes, seconds) format.

Derived from: Campaign_Query_Rule_Real_Time.DateTime

Date Time

The summary total of the number of calls attempted.

Derived from: Campaign_Query_Rule_Real_Time.AttemptedCount

Attempted


Derived from: Dialer_Real_Time.PersonalCallBackCount



Derived from: Dialer_Real_Time.CallBackCount

Requested Callback



Voice

The number of contacts for which busy signals were detected today.

Derived from: Dialer_Real_Time.BusyDetectToday

Busy

The number of contacts that were not answered today.

Derived from: Dialer_Real_Time.NoAnswerDetectToday

No Answer

The number of contacts today that did not detect a ring back. The Calls withCallResults 4, 27 and 28 are mentioned in this column.

Derived from: Dialer_Real_Time.NoRingBackDetectHalf

No Ringback

The number of contacts today that did not detect a dial tone.

Derived from: Dialer_Real_Time.NoDialToneDetectHalf

No Dialtone

The number of contacts today that detected a fax.

Derived from: Dialer_Real_Time.FaxDetectHalf

Fax




The number of contacts today that detected a network answering machine.

Derived from: Dialer_Real_Time.NetworkAnsMachineDetectHalf

Network IVR

The number of contacts today that detected an answering machine.

Derived from: Dialer_Real_Time.AnsweringMachineDetectToday

Answering Machine

The number of contacts today that detected a special information tone (SIT).

Derived from: Dialer_Real_Time.SITToneDetectToday

SIT Tone

The number of preview/callback contacts today that were rejected by the agent.(The agent did not call these customers.)

Derived from: Dialer_Real_Time.AgentRejectedDetectHalf

Agent Rejected

The number of preview/callback contacts that were closed by the agent. (Theagent did not call these customers.)

Derived from: Dialer_Real_Time.AgentClosedDetectHalf

Agent Closed

The number of contacts today where the party answering the phone was not thecustomer.

Derived from: Dialer_Real_Time.CustomerNotHomeCount

Customer Not Home

The number of contacts today where the party answering the phone indicatedthe customer did not live there.

Derived from: Dialer_Real_Time.WrongNumberCount

Wrong Number

The number of contacts today where the dialer canceled a ringing customer call.

Derived from: Dialer_Real_Time.CancelledDetectHalf

Canceled


Derived from: Dialer_Real_Time.AbandonDetectToday

Dialer Abandon

The number of contacts today that were abandoned by the dialer and transferredto an IVR, which plays a message.

Derived from: Dialer_Real_Time.AbandonToIVRHalf

Abandon to IVR

The number of contacts today where the customer hung up immediately afterpicking up the phone.

Derived from: Dialer_Real_Time.CustomerAbandonDetectHalf

Customer Abandon

The total time in HH:MM (hours, minutes, seconds) that agents spent talking onthe telephone today.

Derived from: Campaign_Query_Rule_Real_Time.TalkTimeCount

Talk Time





Derived from: Campaign_Query_Rule_Real_Time.WrapupTimeCount

Wrapup Time

Current Fields in the Call Summary Count Of Query Rule Within Campaign View





Campaign Name



Query Rule Name

The total number of records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount

Total Records

The number of available records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount -Campaign_Query_Rule_Real_Time.FutureUseInt1 -Campaign_Query_Rule_Real_Time.ClosedCount

Available

The number of contacts attempted.

Derived from: Campaign_Query_Rule_Real_Time.ClosedCount

Closed



Voice

Current Fields in the Query Rule Dialing Times View





Campaign Name



Query Rule Name




Campaign Start Zone 1 time measured in HH:MM format. Campaign Start Zone1 time is the start time that a customer can be phoned at Zone1. Zone 1 time andZone 2 time cannot overlap.

Derived from: Campaign.HomeStartHours ':' Campaign.HomeStartMinutes

Start Zone 1 Time

Campaign End Zone 1 time measured in HH:MM format. Campaign End Zone1 time is the time beyond which a customer can no longer be phoned at Zone1.

Derived from: Campaign.WorkEndHours ':' Campaign.WorkEndMinutes

End Zone 1 Time

The total Zone 1 time. Home Duration = End Home Time - Start Home Time.

Derived from: (((Campaign.HomeEndHours * 60) +(Campaign.HomeEndMinutes)) - ((Campaign.HomeStartHours * 60) +(Campaign.HomeStartMinutes)))

Zone 1 Duration

Campaign Start Zone 2 time measured in HH:MM format. Campaign Start Zone2 time is the start time that a customer can be phoned at Zone2. Campaign timeis normalized to the customer's time zone. For example, if the campaign runsfrom 3 to 6 PM Eastern Standard time and it is past 6 PM on the East coast, youcan still dial someone in Chicago because it is not yet 6 PM there.

Derived from: Campaign.WorkStartHours ':' Campaign.WorkStartMinutes

Start Zone 2 Time

The Zone 2 time in HH:MM format at which the campaign ends.

Derived from: Campaign.WorkEndHours ':' Campaign.WorkEndMinutes

End Zone 2 Time

The total Zone 2 time. Work Duration = End Work Time - Start Work Time.

Derived from: (((Campaign.WorkEndHours * 60) +(Campaign.WorkEndMinutes)) - ((Campaign.WorkStartHours * 60) +(Campaign.WorkStartMinutes)))

Zone 2 Duration

The time in HH:MM format that the query rule starts. Query rule time is basedon the Central Controller's time zone. Typically, the Administration and DataServer from which a query is run is in the Central Controller's time zone.

Derived from: Campaign_Query_Rule.StartHours “:”Campaign_Query_Rule.StartMinutes

Query Rule Start Time

The time in HH:MM format that the query rule ends.

Derived from: Campaign_Query_Rule.EndHours ':'Campaign_Query_Rule.EndMinutes

Query Rule End Time

The total query rule time. Work Duration = End Query Rule Time - Start QueryRule Time.

Derived from: (((Campaign_Query_Rule.EndHours * 60) +(Campaign_Query_Rule.EndMinutes)) - ((Campaign_Query_Rule.StartHours* 60) + (Campaign_Query_Rule.StartMinutes)))

Query Rule Duration



C H A P T E R 12Transitional Historical

• Agent Attendance Historical, page 187

• Agent Skill Historical, page 189

• Agent Summary Historical , page 191

• Agent Team Historical, page 194

• Agent Team Attendance Historical, page 197

• Call Type Skill Group Historical, page 199

• Skill Historical, page 201

• Skill Call Profile Historical, page 204

• Skill Summary Historical, page 205

• Agent Login/Logout Historical, page 207

• Agent Not Ready Historical, page 209

• Agent State Trace Historical, page 211

• Agent Team Not Ready Historical, page 213

Agent Attendance HistoricalThe Agent Attendance Historical Report gives the total staffed time, handled time, wrap time, not ready time,time in the ringing state, available time, and the number of calls handled by an agent for the specified periodfor all splits or skills the agent was logged into.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view.When you are viewing report output, click the Agent Attendance Historical Report drop-down list (locatedto the far right in the menu bar) to select an alternative view.


Views: This report has only a Grid view.

Grouping: This report is grouped and sorted by Agent Name and then by Date (Daily); Date Time (Interval);Week (Weekly); or Month (Monthly).


Value List: Agent


• Agent

• Agent_Interval

• Person


• Skill_Group


• Precision_Queue

Current Fields in the Agent Attendance Historical Report

Current fields are those fields that appear by default in a report generated from the stock template. Currentfields are listed below in the order (left to right) in which they appear by default in the stock template.


The first name and last name of the agent.

Derived from: Person.LastName “,” Person.FirstNameAgent Name

The date, interval, week, or month, depending on the view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Date/DateTime/Week/Month

The year of the selected row's data. (Applicable only for monthly report.)


Year



Log On Duration

The number of Unified ICM Routed tasks this agent has handled across skillgroups during the interval.


Handled Calls

The total number of seconds spent on inbound calls that have been answered andhave completed wrap-up by agents across skill groups during the interval.

Derived from: Agent_Skill_Group_Interval.HandledCallsTime

Handled Time

The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent inwrap-up on incoming and outgoing tasks in the interval.

Derived from: Agent_Skill_Group_Interval.WorkNotReadyTime +Agent_Skill_Group_Interval.WorkReadyTime

Wrap Time


Transitional HistoricalAgent Attendance Historical


How long an agent is in Reserved state. This is counted using Agent state.

Derived from: Agent_Skill_Group_Interval.ReservedStateTime

Agent Ring Time

The number of internal calls agents across skill groups ended during the interval.

Derived from: Agent_Skill_Group_Interval.InternalCalls

Internal Calls

The total number of seconds an agent across skill groups spent on internal callsthat ended during the reporting interval.

Derived from: Agent_Skill_Group_Interval.InternalCallsTime

Internal Calls Time

The total time in seconds an agent was in the Not_Active state across skill groupsduring the reporting interval. AvailTime is included in the calculation ofLoggedOnTime.

Derived from: Agent_Interval.AvailTime

Avail Time

The total time that the agents spent in Not Ready state in all splits/skills for thespecified time period. Value taken directly from the database.

Derived from: Agent_Interval.NotReadyTime.

Not Ready Time


Agent Skill HistoricalThe Agent Split/Skill Historical report shows an individual agent's performance by split or skill for the specifiedperiod.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view.When you are viewing report output, click the Agent Skill Historical Report drop-down list (located to thefar right in the menu bar) to select an alternative view.



Grouping: This report is grouped by Agent Name then Skill Group Name, and sorted by Date (Daily); DateTime (Interval); Week (Weekly); or Month (Monthly).

Value List: Agent


• Agent

• Agent_Interval

• Person


• Skill_Group


Transitional HistoricalAgent Skill Historical


• Precision_Queue

Current Fields in the Agent Skill Historical Report





The precision queue's enterprise name or the enterprise skill group's enterprisename.

Derived from: Skill_Group.EnterpriseName (Skill_Group.EnterpriseSkillGroup)

Precision Queue/ SkillGroup Name

The interval, date, week, or month, depending on the view/report selected.





Year

The number of inbound calls that have been answered and have completedwrap-up by agents in the skill group during the interval.


Handled Calls

The amount of time agents in the skill group have spent handling calls duringthe interval.


Handled Time



Wrap Time

The number of internal calls agents associated with this skill group ended duringthe interval.


Internal Calls

The total number of seconds an agent associated with this skill group spent oninternal calls that ended during the reporting interval.


Internal Calls Time


Transitional HistoricalAgent Skill Historical


The number of calls for which an agent received supervisor assistance duringthe report interval.

This is a calculated field, derived from: Agent_Skill_Group_Interval.EmergencyAssists + Agent_Skill_Group.SupervAssistCalls

Assists

The number of incoming calls to this agent that were placed on hold in theinterval.

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold

Held Calls

The total number of seconds that inbound ACD calls that an agent associatedwith this skill group placed on hold that ended during the reporting interval.

Derived from: Agent_Skill_Group_Interval. IncomingCallsOnHoldTime

Hold Time

The number of calls this agent transferred to another agent or skill group in theinterval. This number includes Consultative Calls if this transfer wasconsultative-not blind. The number is updated at the time the agent completesthe transfer of the call.

This field is a calculated field, derived from:Agent_Skill_Group_Interval.TransferredOutCalls +Agent_Skill_Group_Interval.NetTransferredOutCalls

Transferred Calls


Agent Summary HistoricalThe Agent Summary Historical report lists the totals for each agent in the group summed over all splits/skillsthat the agent was logged into during the time period covered in the report, displayed on a daily basis (thedefault view). The report also contains information on the overall occupancy of the selected agent group,expressed as a percentage, both with and without Wrap Time included.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view.When you are viewing report output, click the Agent Summary Historical Report drop-down list (located tothe far right in the menu bar) to select an alternative view.



Grouping: This report is grouped by Agent Name and sorted by Date (Daily); Date Time (Interval); Week(Weekly); or Month (Monthly).

Value List: Agent


• Agent

• Agent_Interval


Transitional HistoricalAgent Summary Historical

• Person


• Skill_Group


• Precision_Queue

Current Fields in the Agent Summary Historical Report










Year

The number of inbound calls that have been answered and have completedwrap-up by agents across skill groups during the interval.


Handled Calls

The total number of seconds spent on inbound calls that have been answered andhave completed wrap-up by agents across skill groups during the interval.


Handled Time

The average time spent by the agent in handling a task, measured in HH:MM:SS(hours, minutes, seconds).

This field is a calculated field derived from:

(Agent_Skill_Group_Interval.HandledCallsTime /Agent_Skill_Group_Interval.CallsHandled)

Avg Handle Time

The average time spent by the agent in after call work time, measured inHH:MM:SS (hours, minutes, seconds).


Agent_Skill_Group_Interval.WrapTime /Agent_Skill_Group_Interval.CallsHandled

Avg Wrap Time




The percentage of time that the agent has spent in Wrap-up state after incomingor outgoing calls to/from skill groups in relation to LoggedOnTime.


Agent_Skill_Group_Interval.TalkTime +Agent_Skill_Group_Interval.WrapTime+ Agent_Interval.NotReadyTime + Agent_Skill_Group_Interval. HoldTime )*1.0 / Agent_Interval.LoggedOnTime

% Occupancy

The percentage of time that the agent has spent talking on calls across skill groupsin relation to LoggedOnTime.


Agent_Skill_Group_Interval.TalkTime + Agent_Interval.NotReadyTime +Agent_Skill_Group_Interval. HoldTime ) * 1.0 / Agent_Interval.LoggedOnTime

%Occupancy WithoutWrapTime



Internal Calls

The total number of seconds an agent across skill groups spent on internal callsthat ended during the reporting interval.


Internal Calls Time



Wrap Time

How long an agent is in Reserved state. This value is counted using Agent state.


Agent Ring Time

The total time that the agents spent in Not Ready state in all splits/skills for thespecified time period. This value is taken directly from the database.


Not Ready Time



Avail Time



Log On Duration





This is a calculated field, derived from:

Agent_Skill_Group_Interval.TransferredOutCalls +Agent_Skill_Group_Interval.NetTransferredOutCalls

Transferred Calls



Held Calls

The average time in HH:MM:SS (hours, minutes, seconds) that calls were puton hold in the interval, for all incoming calls that included hold time.


(Agent_Skill_Group_Interval. IncomingCallsOnHoldTime /Agent_Skill_Group_Interval.IncomingCallsOnHold)

Avg Hold Time


Agent Team HistoricalThe Agent Team Historical Report gives the total staffed time, handled time, wrap time, occupancy, NotReady time, time in the ringing state, extension time, available time, and the number of calls handled by ateam and its agents for the specified time period.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view.When you are viewing report output, click the Agent Team Historical Report drop-down list (located to thefar right in the menu bar) to select an alternative view.



Grouping: This report is grouped and sorted by Team Name, then by Agent Name, and then by Date (Daily);Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Agent Teams


• Agent

• Agent_Interval

• Person


• Skill_Group


Transitional HistoricalAgent Team Historical


• Agent_Team


• Precision_Queue

Current Fields in the Agent Team Historical Report



The Enterprise Name of the agent team.

Derived from: Agent_Team.EnterpriseName

Agent Team Name






The year of the selected row's data.


Year

The number of inbound calls that have been answered and have completedwrap-up by agents across skill groups during the interval.


Handled Calls

The total number of seconds spent on inbound calls that have been answered andhave completed wrap-up by agents across skill groups during the interval


Handled Time




Avg Handled Time




Avg Wrap Time






Agent_Skill_Group_Interval.TalkTime +Agent_Skill_Group_Interval.WrapTime+ Agent_Skill_Group_Interval.NotReadyTime + Agent_Skill_Group_Interval.HoldTime )* 1.0 / Agent_Interval.LoggedOnTime

% Occupancy



Agent_Skill_Group_Interval.TalkTime +Agent_Skill_Group_Interval.NotReadyTime + Agent_Skill_Group_Interval.HoldTime) * 1.0 / Agent_Interval.LoggedOnTime

% Occupancy WithoutWrap Time



Internal Calls

The total number of seconds an agent spent on internal calls (across skill groups)that ended during the reporting interval.


Internal Calls Time


Derived from: Agent_Skill_Group_Interval.WorkNotReadyTime +Agent_Skill_Group.WorkReadyTime

Wrap Time



Agent Ring Time



Not Ready Time



Avail Time



Log On Duration




Agent Team Attendance HistoricalThe Agent Attendance Historical Report displays the total staffed time, handled time, wrap time, Not Readytime, time in the ringing state, extension time, available time, and the number of calls handled by an agentfor the specified time period for all splits or skills the agent was logged into.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view.When you are viewing report output, click the Agent Team Attendance Historical Report drop-down list(located to the far right in the menu bar) to select an alternative view.



Grouping: This report is grouped and sorted by Agent Team, then by Agent Name, and then by Date (Daily);Date Time (Interval); Week (Weekly); or Month (Monthly).



• Agent

• Agent_Interval

• Person


• Skill_Group


• Agent_Team


• Precision_Queue

Current Fields in the Agent Team Attendance Historical Report



The enterprise name for the Agent Team Name.


Agent Team Name



The interval, date, week, or month, depending on the view/report selected.




Transitional HistoricalAgent Team Attendance Historical




Year

The login name for the Agent.

Derived from: Person.LoginName

Login Name



Log On Duration

The calls handled by the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.CallsHandled, 0))

Handled Calls

The Handled Calls Time for the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.HandledCallsTime,0))

Handled Time



Wrap Time



Agent Ring Time

The internal calls handled by the particular agent.


Internal Calls

The total number of seconds an agent spent on internal calls (across skill groups)that ended during the reporting interval.


Internal Calls Time

The outgoing calls handled by the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.AgentOutCalls, 0))

External Calls

The outgoing calls time for the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.AgentOutCallsTime,0))

External Calls Time



Avail Time


Transitional HistoricalAgent Team Attendance Historical




Not Ready Time


Call Type Skill Group HistoricalThe Call Type Skill Group Historical Report summarizes the activity for an entire skill for each call type,displaying the date, inbound calls, average speed of answer, abandoned calls, average abandoned time, handledcalls, average handled time, average wrap time for a given period, service level, and abandoned within servicelevel on a daily basis (the default view).

You can display the report in the daily view (the default), a weekly view, a monthly view, or an interval view.When you are viewing report output, click the Call Type Skill Group Historical Report drop-down list (locatedto the far right in the menu bar) to select an alternative view.



Grouping: This report is grouped and sorted by Call Type Name, Skill Group Name, and then by Date (Daily);Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Call Types


• Skill_Group

• Call_Type



• Precision_Queue

Current Fields in the Call Type Skill Group Historical Report




Derived from: Call_Type.EnterpriseName

Call Type Name

The enterprise name for the Skill Group.

Derived form: Skill_Group.EnterpriseName

PrecisionQueue/SkillGroup Name


Transitional HistoricalCall Type Skill Group Historical



Derived from: Call_Type.DateTime



Derived from: Call_Type_SG_Interval.DateTime

Year

Tasks that have been offered to this call type during the interval.

Derived from: sum(isnull(Call_Type_SG_Interval.CallsOffered,0))

Inbound Calls

The average answer wait time from when first queue to skill group or LAA select node was executed for thiscall to when this call was answered.

This field is a calculated field derived from:CASE WHEN sum(isnull(Call_Type_SG_Interval.CallsAnswered,0)) = 0THEN 0ELSE sum(isnull(Call_Type_SG_Interval.AnswerWaitTime,0)) * 1.0 /sum(isnull(Call_Type_SG_Interval.CallsAnswered,0))END

Avg Speed ofAns

The percentage of all handled tasks of the call type that were queued in the interval.


(Call_Type_SG_Interval.CallsQHandled /

Call_Type_SG_Interval.CallsHandled).

% Queued

The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voicemenus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This valuealso includes abandons for calls that are not in the queue. Therefore, the number of calls abandoned at a VRUbefore being queued is TotalCallsAbandminus RouterCallsAbandToAgent and RouterCallsAbandQ. The numberdoes not include short calls.

Derived from: sum(isnull(Call_Type_SG_Interval.RouterCallsAbandQ, 0)

Aban in Queue

The average time of abandoned calls for this call type measured in HH:MM:SS (hours, minutes, seconds) format.

This field is a calculated field, derived from:CASE WHEN sum( isnull (Call_Type_SG_Interval.TotalCallsAband, 0)) = 0 THEN 0ELSE isnull ((sum( isnull (Call_Type_SG_Interval.DelayQAbandTime, 0)) / sum (isnull(Call_Type_SG_Interval.TotalCallsAband, 0))),0)END

Avg Aban Time

The number of calls handled across agents in the call type.

Derived from: sum(isnull(Call_Type_SG_Interval.CallsHandled,0))

Handled Calls

The average time in HH:MM:SS (hours, minutes, seconds) it has taken to handle a task.

sum(isnull(Call_Type_SG_Interval.HandleTime,0)) / sum(isnull(CTSG.CallsHandled,0))

Avg HandledTime


Transitional HistoricalCall Type Skill Group Historical


The average time spent across agents in the call type after call work time, measured in HH:MM:SS (hours,minutes, seconds).

This field is a calculated field, derived from:CASE WHEN (sum(isnull(Call_Type_SG_Interval.HandleTime,0))- sum(isnull(Call_Type_SG_Interval.TalkTime,0))- sum(isnull(Call_Type_SG_Interval.HoldTime,0))) = 0THEN 0ELSE (sum(isnull(Call_Type_SG_Interval.HandleTime,0))- sum(isnull(Call_Type_SG_Interval.TalkTime,0))- sum(isnull(Call_Type_SG_Interval.HoldTime,0))) /sum(isnull(Call_Type_SG_Interval.CallsHandled,0))END

Avg Wrap Time

The Service Level Type used to calculate Service level for the interval.

Derived from: Call_Type_Interval.ServiceLevel.

SL

The total number of calls of this call type abandoned within the service level threshold during the interval. Validfor both Unified CCE and standard ACD targets that use translation routes.

Derived from: Call_Type_Interval.ServiceLevelAband.

Aban with SL


Skill HistoricalThe Skill Historical Report displays the calls handled, agent time and assists, and transfers and holds for eachagent in a skill. This report shows only the time each agent worked in this particular split/skill.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view.When you are viewing report output, click the Skill Historical Report drop-down list (located to the far rightin the menu bar) to select an alternative view.



Grouping: This report is grouped by Skill Group Name and Agent Name, then by Date (Daily); Date Time(Interval); Week (Weekly); or Month (Monthly).



• Agent

• Agent_Interval

• Person


• Skill_Group



Transitional HistoricalSkill Historical

Current Fields in the Skill Historical Report



The enterprise skill group's enterprise name.


Skill Group Name








Year



Handled Calls

The percentage of time that the agent has spent in Wrap-up state after incomingor outgoing calls to/from skill groups in relation to LoggedOnTime.


Handled Time




Avg Handled Time




Avg Wrap Time



Wrap Time



Agent Ring Time




The total time that the agents spent in Not Ready state for this skill for thespecified time period. This value is taken directly from the database.


Not Ready Time

The total time in seconds an agent associated with this skill group was in theNot_Active state with respect to this skill group during the reporting interval.AvailTime is included in the calculation of LoggedOnTime.


Avail Time



Log On Duration

The number of calls for which an agent received supervisor assistance duringthe report interval.


Agent_Skill_Group_Interval.Emergency Assists +Agent_Skill_Group_Interval.SupervAssistCalls

Assists



Agent_Skill_Group_Interval.TransferredOutCalls +Agent_Skill_Group_Interval.NetTransferredOutCalls

Transferred Calls



Held Calls

The average time in HH:MM:SS (hours, minutes, seconds) that calls were puton hold in the interval, for all incoming calls that included hold time.


(Agent_Skill_Group_Interval. IncomingCallsOnHoldTime /Agent_Skill_Group_Interval.IncomingCallsOnHold)

Avg Hold Time




Skill Call Profile HistoricalThe Skill Call Profile report shows how well the skill you specify performed compared to the predefinedservice levels for your call center for the date you specify, for a given time period, displayed on a daily basis(the default view).

You can display the report in the daily view (the default), a weekly view, a monthly view, or an interval view.When you are viewing report output, click the Skill Call Profile Historical Report drop-down list (located tothe far right in the menu bar) to select an alternative view.



Grouping: This report is grouped by Skill Group Name and sorted by Date (Daily); Date Time (Interval);Week (Weekly); or Month (Monthly).




• Bucket_Interval

• Skill_Group

Current Fields in the Skill Call Profile Historical Report




Derived from: Skill_Group.EnterpriseName(Skill_Group.EnterpriseSkillGroupID)

Skill Group Name


Derived from: Skill_Group_Interval.DateTime




Year


Derived from: Skill_Group_Interval.CallsHandled

Handled Calls

The average time the skill ACD calls were waiting in queue and ringing beforebeing answered by an agent.

Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered

Avg Speed Of Ans


Transitional HistoricalSkill Call Profile Historical


The percentage of calls queued to the skill that was answered by agents for thisskill.

This is a calculated field, derived from: Skill_Group_Interval.CallsHandled/Skill_Group_Interval.CallsOffered

% Ans Calls

The number of skill ACD calls that abandoned within each service levelincrement.

Derived from: (Skill_Group_Interval.RouterCallsAbandQ +Skill_Group_Interval.AbandonCallsRing )

Abandoned Calls

The average time the skill ACD calls were waiting in queue or ringing beforeabandoning.

Derived from: Skill_Group_Interval.RouterDelayQAbandTime +SGHH.AbandonRingTime/SGHH.RouterCallsAbandQ+SGHH.AbandonRingCal

Avg Aban Time

The percentage of calls abandoned.


(Skill_Group_Interval.RouterCallsAbandQ +Skill_Group_Interval.AbandonCallsRing )/ Skill_Group_Interval.CallsOffered

% Aban Calls

The number of abandoned calls in each Bucket Interval.

Derived from: Skill_Group_Interval.RouterAbandInterval

Abandoned 0-9

The total number of answered calls in each Bucket Interval.

Derived from: Skill_Group_Interval.RouterAnsInterval

Answered 0-9


Skill Summary HistoricalThe Skill Summary Historical Report summarizes the activity for an entire skill by time. You can use thisreport to analyze the overall performance of a skill or to compare two or more comparable skills.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view.When you are viewing report output, click the Skill Summary Historical Report drop-down list (located tothe far right in the menu bar) to select an alternative view.



Grouping: This report is grouped by Skill Group and sorted by Date (Daily); Date Time (Interval); Week(Weekly); or Month (Monthly).




Transitional HistoricalSkill Summary Historical

• Skill_Group



Current Fields in the Skill Summary Historical Report




Derived from: Enterprise_Skill_Group.EnterpriseName(Enterprise_Skill_Group.EnterpriseSkillGroupID)

Skill Group Name






Year

The average time the skill ACD calls were waiting in queue and ringing beforebeing answered by an agent.

Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered

Avg Speed Of Ans

The average time the split/skill ACD calls were waiting in queue or ringing beforeabandoning.

Derived from: Skill_Group_Interval.RouterDelayQAbandTime +Skill_Group_Interval.AbandonRingTime /Skill_Group_Interval.RouterCallsAbandQ +Skill_Group_Interval.AbandonRingCall

Avg Aban Time


Derived from: Skill_Group_Interval.CallsHandled

Handled Calls



(Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled)

Avg Handled Time



Skill_Group_Interval.WrapTime / Skill_Group_Interval.CallsHandled

Avg Wrap Time


Transitional HistoricalSkill Summary Historical


For voice: the total number of calls that were abandoned while the agent's phonewas ringing. For non-voice: the total number of tasks that were abandoned whilebeing offered to an agent.

Derived from: (Skill_Group_Interval.RouterCallsAbandQ +Skill_Group_Interval.AbandonCallsRing )

Abandoned Calls

The longest a call had to wait before being answered, abandoned, or otherwiseended.

Derived from: Skill_Group_Interval.RouterMaxCallsWaitTime

Max Delay Time

The number of calls that were dequeued from this skill group to be routed toanother skill group in the reporting interval.


Dequeued Calls

The percentage of time on handled calls.


Skill_Group_Interval.HandledCallsTime /Skill_Group_Interval.LoggedOnTime

% Handled Time

The percentage of answered calls.


Skill_Group_Interval.CallsHandled /Skill_Group_Interval.CallsOffered

% Ans Calls

Report Summary This report has a report summary for all data.

Agent Login/Logout HistoricalThe Agent Login/Logout (Skill) Historical report shows the times that agents logged in and logged out, thereason codes associated with the logout (if there is one), and the skills with which the agents logged in andout.



Grouping: This report is grouped by Agent Name and sorted by Date Time.

Value List: Agent


• Agent_Logout

• Agent_Skill_Group_Logout

• Skill_Group

• Agent

• Person


Transitional HistoricalAgent Login/Logout Historical

• Reason_Code

• Agent_Attribute

• Attribute

Current Fields in the Agent Login/Logout Report




Derived from:Person.LastName “,” Person.FirstNameAgent Name

The date that the agent logged out from the given set of skills, measured inMM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds)format.

Derived from: Agent_Logout.LogoutDateTime

Logout Date/Time

The date and time the agent logged in with the given set of skills, measured inMM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds)format.

This is a calculated field derived from:

Agent_Logout.LogoutDateTime-Agent_Logout.LoginDuration

Login Date/Time

The phone extension into which the agent is logged. Taken directly from thetable.

Derived from: Agent_Logout.Extension

Extension

The length of time that the agent was logged in.Login Duration

A code and text (if configured) from the peripheral that indicates the reason forthe agent's last state change. If not defined, this value displays 0.

Derived from: Agent_Logout.Reason_Code

Logout Reason

The attributes with which the agent primarily interacted during this session.Attribute 1-3

The skills with which the agent primarily interacted during this session.

Derived from: Agent_Skill_Group_Logout.SkillGroupSkillTargetID

Skills 1-3



Transitional HistoricalAgent Login/Logout Historical

Agent Not Ready HistoricalThe Agent Not Ready Historical report shows the Total Staffed time, Total Not Ready time, and Not Readytime for each reason code for an agent.



Grouping: This report is grouped and sorted by Agent Name and then by Date and Time every interval.

Value List: Agent


• Agent

• Person


• Agent_Team

• Agent_Interval


Current Fields in the Agent Not Ready Historical Report





The date and time of the selected row's data in MM/DD/YYYY (month, day,year) and HH:MM:SS (hours, minutes, seconds) format.


Date

The total time that the agents were logged in (staffed) for the specified timeperiod in any split/skill, measured in HH:MM:SS (hours, minutes, seconds)format.

Derived from: Agent_Skill_Group_Interval.LoggedOnTime

Staffed Time


Derived from: Agent_Interval.NotReadyTime

Not Ready Time

The time that the agent spent in Not Ready state with the reason code of 0 (zero).

Derived from: Agent_Event_Detail

Time in 0


Transitional HistoricalAgent Not Ready Historical


The time that the agent spent in Not Ready state with each of the reason codes1-9.


Time in 1-9

Not Ready Time spent in 50002; a CTI OS component failed, causing the agentto be logged out. This could be due to closing the agent desktop application,heartbeat timeout, a CTI OS Server failure, or a CTI OS failure.

Time in 50002

Not Ready Time spent in 50003; the agent was logged out because the UnifiedCM reported the agent's device as out of service.

Time in 50003

Not Ready Time spent in 50004; the agent was logged out due to agent inactivityas configured in agent desk settings.

Time in 50004

Not Ready Time spent in 50010; the agent did not receive multiple consecutivecalls routed to him/her. The system makes the agent Not Ready automaticallyso that additional calls are not routed to the agent. By default, the number ofconsecutive calls missed before the agent is made Not Ready is two.

Time in 50010

Not Ready Time spent in 50020; for deskilling operations on active agents, theagent was logged out of the skill group due to a deskilling operation that removedthe skill group assignment to that agent. This reason code is used in theAgent_Event_Detail record and theAgent_Skill_Group_Logout record to identifythe skill group the agent was removed from (due to the deskilling operation).

Time in 50020

Not Ready Time spent in 50030; the agent was logged out because the agent waslogged into a dynamic device target that was using the same dialed number (DN)as the PG static device target.

Time in 50030

Not Ready Time spent in 50040; the mobile agent was logged out because thecall failed.

Time in 50040

Not Ready Time spent in 50041; the agent's state was changed to Not Readybecause the call failed when the agent's phone line rings busy.

Time in 50041

Not Ready Time spent in 50042; the mobile agent was logged out because thephone line is connected when using nailed connection mode.

Time in 50042

Not Ready Time spent in 32767; the agent's state was changed to Not Readybecause the agent did not answer a call and the call was redirected to a differentagent or skill group.

Time in 32767

Not Ready Time spent in 20001; the agent's state was changed to Not Ready andthe agent was forcibly logged out.

Time in 20001

Not Ready Time spent in 20002; the normal logout reason code condition fromNot Ready.

Time in 20002


Transitional HistoricalAgent Not Ready Historical


Not Ready Time spent in 20003; the agent is not in Not Ready state. A requestis made to place the agent in Not Ready state and then a logout request is madeto log the agent out.

Time in 20003


Agent State Trace HistoricalThe Agent State Trace Historical Report lists each agent's activity and the time the activity occurred.



Grouping: This report is grouped and sorted by Agent Name and then by Date and Time (Interval).

Value List: Agent


• Agent_State_Trace

• Agent

• Person

• Skill_Group


Current Fields in the Agent State Trace Historical Report





The Skill Group's enterprise name.


Precision Queue / SkillGroup Name



Date Time


Transitional HistoricalAgent State Trace Historical


The state for the Agent.

Derived from:CASE Agent_State_Trace.AgentStateWHEN 0 THEN 'Logged Out'WHEN 1 THEN 'Logged On'WHEN 2 THEN 'Not Ready'WHEN 3 THEN 'Ready'WHEN 4 THEN 'Talking'WHEN 5 THEN 'Work Not Ready'WHEN 6 THEN 'Work Ready'WHEN 7 THEN 'Busy Other'WHEN 8 THEN 'Reserved'WHEN 9 THEN 'Unknown'WHEN 10 THEN 'Hold'WHEN 11 THEN 'Active'WHEN 12 THEN 'Paused'WHEN 13 THEN 'Interrupted'WHEN 14 THEN 'Not Active'ELSE CONVERT(VARCHAR, Agent_State_Trace.AgentState)END

Agent State

The reason why an agent logged out.

Derived from:CASE WHEN Agent_State_Trace.EventName=2 THEN(SELECT ReasonText FROM Reason_Code WHERE Deleted='N'

and ReasonCode=Agent_State_Trace.ReasonCode)ELSE 'None'

END

Logout Reason

The reason why an agent is in a Not Ready state.

Derived from:CASE WHEN Agent_State_Trace.EventName=3 THEN

SELECT ReasonText FROM Reason_Code WHERE Deleted='N' andReasonCode=Agent_State_Trace.ReasonCode)

ELSE 'None'END

Not Ready Reason

The enterprise name for the Domain.

Derived from: Media_Routing_Domain.EnterpriseName

Media

The direction of the call.

Derived from:CASE WHEN Agent_State_Trace.Direction=1 THEN 'In'WHEN Agent_State_Trace.Direction=2 THEN 'Out'WHEN Agent_State_Trace.Direction=3 THEN 'Other'

ELSE 'None'END

Direction

The key assigned by the peripheral to the call associated with the event.

Derived from: ISNULL(Agent_State_Trace.PeripheralCallKey,0)

Peripheral Call Key

This field is not set for calls.

Derived from: ISNULL(Agent_State_Trace.RouterCallKey,0)

Router Call Key


Transitional HistoricalAgent State Trace Historical



Derived from: ISNULL(Agent_State_Trace.RouterCallKeyDay,0) in thecalculation of LoggedOnTime.

Router Call Key Day


Derived from: ISNULL(Agent_State_Tra ce.RouterCallKeySequenceNumber,0)

Router Call KeySequence Number

Agent Team Not Ready HistoricalThe Agent Team Not Ready Historical Report shows the total staffed time, total Not Ready time, and NotReady time for each reason code for all agents in an agent group.



Grouping: This report is grouped and sorted by Team Name, then by Agent Name, and then by Date andTime at every interval.

Value List: AgentTeam


• Agent

• Person


• Agent_Team

• Agent_Interval


Current Fields in the Agent Team Not Ready Historical Report



The Enterprise Name of the agent team.

Derived from: Agent_Team. EnterpriseName

Agent Team Name


Derived from Person. LastName “, ” Person. FirstNameAgent Name


Transitional HistoricalAgent Team Not Ready Historical



Derived from: Agent_Skill_Group_Interval. DateTime

Date

The total time that the agents were logged in (staffed) for the specified timeperiod in any split/skill, measured in HH:MM:SS (hours, minutes, seconds)format.

Derived from: Agent_Skill_Group_Interval. LoggedOnTime

Staffed Time


Derived from: Agent_Interval. NotReadyTime

Not Ready Time

The time that the agent spent in Not Ready state with the reason code of 0 (zero).


Time in 0

The time that the agent spent in Not Ready state with each of the reason codes1-9.


Time in 1-9

Not Ready Time spent in 50002; a CTI OS component failed, causing the agentto be logged out. This could be due to closing the agent desktop application,heartbeat timeout, a CTI OS Server failure, or a CTI OS failure.

Time in 50002

Not Ready Time spent in 50003; the agent was logged out because the UnifiedCM reported the agent's device as out of service.

Time in 50003

Not Ready Time spent in 50004; the agent was logged out due to agent inactivityas configured in agent desk settings.

Time in 50004

Not Ready Time spent in 50010 ; the agent did not receive multiple consecutivecalls routed to him/her. The system makes the agent Not Ready automaticallyso that additional calls are not routed to the agent. By default, the number ofconsecutive calls missed before the agent is made Not Ready is two.

Time in 50010

Not Ready Time spent in 50020; for deskilling operations on active agents, theagent was logged out of the skill group due to a deskilling operation that removedthe skill group assignment to that agent. This reason code is used in theAgent_Event_Detail record and theAgent_Skill_Group_Logout record to identifythe skill group the agent was removed from (due to the deskilling operation).

Time in 50020

Not Ready Time spent in 50030; the agent was logged out because the agent waslogged into a dynamic device target that was using the same dialed number (DN)as the PG static device target.

Time in 50030

Not Ready Time spent in 50040; the mobile agent was logged out because thecall failed.

Time in 50040




Not Ready Time spent in 50041; the agent's state was changed to Not Readybecause the call fails when the agent's phone line rings busy.

Time in 50041

Not Ready Time spent in 5004; the mobile agent was logged out because thephone line is connected when using nailed connection mode.

Time in 50042

Not Ready Time spent in 32767; the agent's state was changed to Not Readybecause the agent did not answer a call and the call was redirected to a differentagent or skill group.

Time in 32767

Not Ready Time spent in 20001; the agent's state was changed to Not Ready andthe agent was forcibly logged out.

Time in 20001

Not Ready Time spent in 20002; the normal logout reason code condition fromNot Ready.

Time in 20002

Not Ready Time spent in 20003; the agent is not in Not Ready state. A requestis made to place the agent in Not Ready state and then a logout request is madeto log the agent out.

Time in 20003




C H A P T E R 13Transitional Real Time

• Agent Real Time, page 217

• Agent Team Real Time, page 219

• Call Type, page 221

• Skill Group Not Ready, page 224

• Skill Group Status, page 226

• Skill Status, page 230

Agent Real TimeThe Agent Real Time Report displays the current activities of agents assigned to a skill.

Query: This report data is built from a database query.


Grouping: This report is grouped by Skill Group Name and sorted by Agent Name.



• Person

• Agent

• Agent_Real_Time



• Service

• Skill_Group



Current Fields in the Agent Real Time Report Grid View





Skill Group Name



The login name of the agent.

Derived from: Agent.LoginName

Login Name



Extension

The login ID of the agent.

This value is taken directly from the database.

Derived from: Agent.PeripheralNumber

Login ID

A code and text (if configured) from the peripheral that indicates the reason forthe agent's last state change. If no reason code is defined, this value is 0 (zero).

This field is a calculated field derived from:CASE WHEN Agent_Skill_Group_Reat_Time.ReasonCode = 0THEN NONEELSE (select ReasonText from Reason_Code where ReasonCode =Agent_Skill_Group_Real_Time.Reason Code)

Reason Code


Derived from: Agent_Real_Time.AgentState

State

The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds)format.

This field is a calculated field derived from: DATEDIFF(seconds,Agent_Real_Time.DateTimeLastStateChange, Select NowTime FromController_Time)

Time

Whether the call is inbound, outbound, or neither of these.



Direction

The method of communication: phone, chat, or email.


Derived from: Media_Routing_Domain

Media


Transitional Real TimeAgent Real Time


Agent Team Real TimeThe Agent Team Real Time Report displays the current activities of agent teams.



Grouping: This report is grouped by Team Name and sorted by Agent Name.

Value List: Agent Teams


• Agent

• Person


• Agent_Real_Time

• Service


• Agent_Team

• Skill_Group

Current Fields in the Agent Team Real Time Report Grid View



The name of the agent team.


Agent Team Name



The login name of the agent.

Derived from: Agent.LoginName

Login Name



Extension


Transitional Real TimeAgent Team Real Time


The login ID of the agent.



Login ID

A code and text (if configured) from the peripheral that indicates the reason forthe agent's last state change. If no reason code is defined, this value is 0 (zero).


CASE WHEN Agent_Skill_Group_Real_Time.ReasonCode=0

THEN NONE

ELSE (select ReasonText from Reason_Code whereReasonCode=Agent_Skill_Group_Real_Time.ReasonCode)

Reason Code



State

The precision queue or skill group associated with the task on which the agentis currently working. If the agent is not involved in any task in the media routingdomain, this field shows Not Applicable. Because an agent can be logged intomultiple skill groups, this field is not filled until the agent is assigned a task.


Precision Queue/SkillGroup Name


This is a calculated field derived from: DATEDIFF(seconds,Agent_Real_Time.DateTimeLastStateChange, Select NowTime FromController_Time)

Time

Whether the call is inbound, outbound, or neither of these.



Direction

The method of communication: phone, chat, or email.


Derived from: Media_Routing_Domain

Media



Transitional Real TimeAgent Team Real Time

Call Type

Call Type Real TimeThe Call Type Real Time Report displays information about how call types are handled during the currentinterval.


Views: This report has a grid view and a grid view for values from start of day.

Grouping: This template is sorted by Call Type Name.

Value List: CallTypeId


• Call_Type


Current Fields in the Call Type Real Time Report Grid View





Call Type Name


Derived from: Call_Type_Real_Time.RouterCallsQNow

Calls Waiting

The time spent in queue for the longest currently queued task, measured inHH:MM:SS (hours, minutes, seconds) format.

This field is a calculated field, derived from: DATEDIFF(ss,Call_Type_Real_Time.RouterLongestCallQ, (SELECT NowTime fromController_Time))

Oldest Call Waiting

The Average Speed of Answer during the rolling five-minute interval. The totalAnswer Time for all tasks of the call type divided by the number of tasks of thistype answered during the current 5-minute interval.

This is a calculated field, derived from:(Call_Type_Real_Time.AnswerWaitTimeTo5 /Call_Type_Real_Time.CallsAnsweredTo5)

Avg Speed Of Ans

The number of tasks abandoned at the IVR during the rolling five-minute interval,while offered to the agent and on route to the agent.

Derived from: Call_Type_Real_Time.TotalCallsAbandTo5

Abandoned Calls


Transitional Real TimeCall Type


The average time of abandoned calls for this call type during the rollingfive-minute interval, measured in HH:MM:SS (hours, minutes, seconds) format.

This field is a calculated field, derived from:Call_Type_Real_Time.CallDelayAbandTimeTo5 /Call_Type_Real_Time.TotalCallsAbandTo5

Avg Aban time

The number of calls of this call type handled for the call type ending during therolling five-minute interval.

Derived from: Call_Type_Real_Time.CallsHandledTo5

Handled Calls

The average time in HH:MM:SS (hours, minutes, seconds) it has taken duringthe rolling five-minute interval to handle a task.

This field is a calculated field, derived from:Call_Type_Real_Time.HandleTimeTo5 / Call_Type_Real_Time.CallsHandledTo5

Avg Handled Time

The number of calls that have been Redirected On No Answer in the rollingfive-minute interval. This does not include calls rerouted using the router requeryfeature.

Derived from: Call_Type_Real_Time.CallsRONATo5

Flow IN

The number of tasks that executed a Requalify or Call Type node and flowed toanother call type during the rolling five-minute interval.

Derived from: Call_Type_Real_Time.OverflowOutTo5

Flow OUT

The number of calls of this call type offered during the rolling five-minuteinterval.

This is a calculated field, derived from: CallsAtAgentNow+CallsAtVRUNow

Active Calls


Call Type Today Real TimeThe Call Type Today Real Time Report displays information about how call types are handled during thecurrent interval.



Grouping: This report is sorted by Call Type Name.

Value List: Call Types


• Call_Type



Transitional Real TimeCall Type Today Real Time

Current Fields in the Call Type Today Real Time Report Grid View





Call Type Name


Derived from: Call_Type_Real_Time.RouterCallsQNow

Calls Waiting


This field is a calculated field, derived from: DATEDIFF(ss,Call_Type_Real_Time.RouterLongestCallQ, (SELECT NowTime fromController_Time))

Oldest Call Waiting

The Average Speed of Answer during the rolling five-minute interval. The totalAnswer Time for all tasks of the call type divided by the number of tasks of thistype answered during the current 5-minute interval.

This is a calculated field, derived from:(Call_Type_Real_Time.AnswerWaitTimeTo5 /Call_Type_Real_Time.CallsAnsweredTo5)

Avg Speed Ans

The number of tasks abandoned at the IVR during the rolling five-minute interval,while offered to the agent and on route to the agent.

Derived from: Call_Type_Real_Time.TotalCallsAbandTo5

Aban Calls

The average time of abandoned calls for this call type during the rollingfive-minute interval, measured in HH:MM:SS (hours, minutes, seconds) format.

This field is a calculated field, derived from:Call_Type_Real_Time.CallDelayAbandTimeTo5 /Call_Type_Real_Time.TotalCallsAbandTo5

Avg Aban time

The number of calls of this call type handled for the call type ending during therolling five-minute interval.

Derived from: Call_Type_Real_Time.CallsHandledTo5

Handled Calls

The average time in HH:MM:SS (hours, minutes, seconds) it has taken duringthe rolling five-minute interval to handle a task.

This field is a calculated field, derived from:Call_Type_Real_Time.HandleCallsTimeTo5 /Call_Type_Real_Time.CallsHandledTo5

Avg Handled time


Transitional Real TimeCall Type Today Real Time


The number of calls that have been Redirected On No Answer in the rollingfive-minute interval. This number does not include calls rerouted using the routerrequery feature.

Derived from: Call_Type_Real_Time.CallsRONATo5

Flow IN

The number of tasks that executed a Requalify or Call Type node and flowed toanother call type during the rolling five-minute interval.

Derived from: Call_Type_Real_Time.OverflowOutTo5

Flow OUT

The number of calls of this call type offered during the rolling five-minuteinterval.

This field is a calculated field, deived from: CallsAtAgentNow +CallsAtVRUNow

Active Calls


Skill Group Not Ready

Skill Group Not Ready Detail Real TimeThe Skill Group Not Ready Detail Real Time Report displays the number of agents in Not Ready state forone or more specified skill groups.

Query: Anonymous Block

Views: This report has a grid view.

Grouping:This report is grouped and sorted by Skill Target ID.



• Skill_Group



Skill Group Not Ready Detail Real Time Report



Transitional Real TimeSkill Group Not Ready


The precision queue or skill group associated with the task on which the agentis currently working. If the agent is not involved in any task in the media routingdomain, this field shows Not Applicable. Because an agent can be logged intomultiple skill groups, this field is not filled until the agent is assigned a task.


Skill Group Name


Derived from: Skill_Group_Real_Time.RouterCallsQNow '+Skill_Group_Real_Time.CallsQueuedNow'

Calls Waiting

The number of agents that are currently logged on to the skill group. This countis updated each time an agent logs on and each time an agent logs off.

Derived from: Skill_Group_Real_Time.LoggedOn

Agents Logged On

The number of agents in the Not Ready state for the skill group. Not Ready isa state in which agents are logged on but are neither involved in any call handlingactivity nor available to handle a call.

Derived from: Skill_Group_Real_Time.NotReady

Not Ready Agents

A code received from the peripheral that indicates the reason for the last statechange for the agents. If no reason code is defined, this value is zero (0).

This is directly derived from: Agent_Skill_Group_Real_Time

Reason code 0-9


Skill Group Not Ready Real TimeThe Skill Group Not Ready Real Time Report identifies the agents who are in the Not Ready state for one ormore specified skill groups.


Views: This report has a grid view and a pie graph.




• Person

• Agent

• Agent_Real_Time


• Service


Transitional Real TimeSkill Group Not Ready Real Time

• Skill_Group



Current Fields in the Skill Group Not Ready Time Report Grid View





Skill Group Name

The last name and the first name of the agent.


The agent's login name.


Login Name

The agent's login ID.


Login ID

A code received from the peripheral that indicates the reason for the agent's laststate change. If no reason code is defined, this value is 0 (zero).

Derived from:CASE WHEN Agent_Real_Time.ReasonCode = 0THEN 'NONE'ELSE (select ReasonText from Reason_Code where ReasonCode= Agent_Real_Time.ReasonCode) END

Reason

The length of time since the agent's last change, measured in HH:MM:SS (hours,minutes, seconds) format.

This field is a calculated field derived from: DATEDIFF(seconds,Agent_Real_Time.DateTimeLastStateChange , Select Nowtime FromController_Time)

Duration


Skill Group Status

Skill Group Agent Status Real TimeThe Skill Group Agent Status Real Time Report displays the agent status in real time.


Transitional Real TimeSkill Group Status



Grouping: This report is sorted by Skill Group Name.



• Person

• Agent

• Agent_Real_Time


• Service

• Skill_Group



Current Fields in the Skill Group Real Time Agent Status





Skill Group Name





State


This field is a calculated field, derived from: DATEDIFF(seconds,Agent_Real_Time.DateTimeLastStateChange , Select Nowtime FromController_Time)

Duration



Transitional Real TimeSkill Group Agent Status Real Time

Skill Group Real Time StatusThe Skill Group Real Time Status Report displays call in service level, calls waiting, oldest call waiting,average speed of answer, handled calls, average handled time, abandoned calls and logged-on time for specifiedskill group(s).







• Skill_Group


Current Fields in the Skill Group Real Time Status



The percentage of split/skill ACD calls that were answered by an agent withinthe predefined time. The Unified ICM/CCE service level for the rollingfive-minute interval.

Derived from: Skill_Group_Real_Time.ServiceLevelTo5

Call in ServiceLevel

The number of split or skill ACD calls currently waiting to be answered. Thisincludes calls that are in queue and calls that are ringing at an agent voice terminal.It does not include direct agent calls.

Derived from: Skill_Group_Real_Time.RouterCallsQNow

Calls Waiting


This is a calculated field, calculated by subtracting the time the task entered thequeue from the current time and derived from: DATEDIFF(ss,Skill_Group_Real_Time.RouterLongestCallQ, (SELECT NowTime fromController_Time)),0)

Oldest Call Waiting

The average time calls waited in queue or ringing before an agent answered.Average Speed of Answer during the rolling five-minute interval.

This is a calculated field, derived from:(Skill_Group_Real_Time.AnswerWaitTimeTo5 /Skill_Group_Real_Time.CallsAnsweredTo5)

Avg Speed Ans


Transitional Real TimeSkill Group Real Time Status


The number of calls of this call type handled for the call type ending during therolling five minute-interval.

Derived from: Skill_Group_Real_Time.CallsHandledTo5

Handled Calls

The average time spent by the agent in handling a task in the interval, measuredin HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from: Skill_Group_Real_Time.Handle Time/ Skill_Group_Real_Time.CallsHandled

Avg Handle Time

The number of calls that are abandoned in the router queue during the intervalfor a skill group.

Derived from: Skill_Group_Real_Time.RouterCalls AbandQTo5

Abandoned Calls

The number of agents that are currently logged on to the skill group. This countis updated each time an agent logs on and each time an agent logs off.

Derived from: Skill_Group_Real_Time.LoggedOn

LoggedOn


Skill Group Status Graphical Real TimeThe Skill Group Status Graphical Real Time Report displays the number of agents in each status for one ormore specified skill groups.


Views: This report has a pie chart view.



• Person

• Agent_Real_Time

• Agent

• Skill_Group

• Service



Skill Group Status Graphical RealTime



Transitional Real TimeSkill Group Status Graphical Real Time

DescriptionField

The agent is logged off.Logged Out

The agent is logged on.Logged On

The agent is not available to be assigned a task. If an agent is Not Ready in oneskill group, the agent is Not Ready in all skill groups within the same MediaRouting Domain.

Not Ready

The agent has put himself in the Ready state using his agent desktop tool.Ready

The agent is working on a task or a call in this skill group.Talking

The agent is performing wrap-up work for a call in this skill group. The agententers Not Ready state when wrap up is complete.

Work Not Ready

The agent is performing wrap-up work for a call or task in this skill group.

If the agent is handling a voice call, the agent enters Not Active state when wrapup is complete.

If the agent is handling a non-voice task, the agent might enter Not Active orNot Ready state when wrap up is complete.

Work Ready

The agent is Active, Work Ready, Reserved, or on Hold/Paused in another skillgroup.

Busy Other

The agent has been offered a call or task associated with the skill group.

For voice calls, agents are Reserved when their phones are ringing.

Reserved

The agent state is unknown.Unknown

For agents handling Outbound Option calls, the Hold state indicates that theagent has been reserved for a call because the Outbound Dialer puts the agenton hold while connecting the call.

Hold

The agent is talking on or handling calls.

An agent can be active in only one skill group at a time. While active in one skillgroup, the agent is considered to be in the Busy Other state for the other skillgroups.

Active

Skill Status

Skill Status Agent Real TimeRun this report to show the agent status in real time.


Transitional Real TimeSkill Status



Grouping: This template is grouped by Skill Group Name and sorted by Date Time.



• Person

• Agent

• Agent_Real_Time


• Service

• Skill_Group



Current Fields in the Skill Group Real Time Agent Status





Skill Group Name



Value taken directly from the database.


Login Name

A code received from the peripheral that indicates the reason for the agents laststate change. If not defined, this places none.

Derived from:CASE WHEN Agent_Skill_Group_Real_Time.ReasonCode = 0THEN 'NONE'ELSE (select ReasonText from Reason_Code where ReasonCode =Agent_Skill_Group_Real_Time.ReasonCode) END

Reason


Derived from: Agent_Skill_Group_Real_Time.AgentState

Agent State


Transitional Real TimeSkill Status Agent Real Time



This is a calculated field, derived from: DATEDIFF(seconds,Agent_Skill_Group_Real_Time.DateTimeLastStateChange , Select NowtimeFrom Controller_Time)

Duration


Skill Status Real TimeRun this report to see calls waiting and Answer Wait Time for specified skill groups.



Grouping: This template is grouped by Skill Group Name and sorted by Date Time.




• Skill_Group


Current Fields in the Skill Group Real Time Status





Skill Group Name

The number of split or skill ACD calls currently waiting to be answered. Thisincludes calls that are in queue and calls that are ringing at an agent voice terminal.It does not include direct agent calls.

Derived from: Skill_Group_Real_Time.TotalQueuedNow

Calls Waiting


This is a calculated field, calculated by subtracting the time the task entered thequeue from the current time and derived from: DATEDIFF(ss,Skill_Group_Real_Time.RouterLongestCallQ, (SELECT NowTime fromController_Time)),0)

Oldest Call Waiting


Transitional Real TimeSkill Status Real Time

I N D E X

A

Agent Historical All Fields 37Agent Not Ready Detail 31Agent Queue Historical All Fields Template 33Agent Real Time All Fields 99Agent Skill Group Historical All Fields 41Agent Skill Group Real Time 94Agent State Real Time Graph 105Agent Team Historical All Fields 46Agent Team Real Time All Fields 106Agent Team State Counts Real Time 109

C

Call Type Abandon/Answer Distribution Historical Template 49Call Type Historical All FieldsTemplate 53Call Type Real Time All Fields Template 112Call Type Skill Group Historical All Fields Template 58custom report 2

E

Enterprise Service Historical All Fields 63Enterprise Skill Group Real Time All Fields 114

I

IVR Ports Performance Historical Template 69

P

Peripheral Service Historical All Fields 70Peripheral Service Real Time All Fields 118Peripheral Skill Group Historical All Fields 73Peripheral Skill Group Real Time All Fields 121Precision Queue Abandon Answer Distribution HistoricalTemplate 78Precision Queue Efficiency Drill Down Template 82

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1) IN-1

Cisco Unified Contact Center Enterprise Reporting User Guide 10.5(1)IN-2

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