Report Template for CUIC

Report Template Reference Guide

For Cisco Unified Intelligence Center8.0(1)

April 2010

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Table of Contents

Preface ...........................................................................................................................................................1Purpose .....................................................................................................................................................1Audience ....................................................................................................................................................1Organization ..............................................................................................................................................1Related Documentation .............................................................................................................................2Conventions................................................................................................................................................2Obtaining Documentation and Submitting a Service Request...................................................................3Documentation Feedback...........................................................................................................................3

1. Cisco Unified Intelligence Center Report Templates...................................................................................5

2. Unified CCE Agent and Agent Skill Group Reports....................................................................................7Agent Historical All Fields...........................................................................................................................7

Current Fields in the Agent Historical All Fields Historical Grid View....................................................8Available Fields in the Agent Historical All Fields Grid View................................................................11Sample Agent Historical All Fields Report...........................................................................................11

Agent Not Ready Detail............................................................................................................................12Current Fields in the Agent Not Ready Detail Grid View.....................................................................13Available Fields in the Agent Not Ready Detail Grid View...................................................................14Sample Agent Not Ready Detail Report..............................................................................................15

Agent Real Time.......................................................................................................................................15Current Fields in the Agent Real Time Grid View................................................................................16Available Fields in the Agent Real Time Grid View..............................................................................17Sample Agent Real Time Report.........................................................................................................17

Agent Skill Group Historical All Fields......................................................................................................18Current Fields in the Agent Skill Group Historical All Fields Grid View................................................18Available Fields in the Agent Skill Group Historical All Fields Grid View.............................................22Sample Agent Skill Group Historical All Fields Report........................................................................23

Agent Skill Group Real Time....................................................................................................................24Current Fields in the Agent Skill Group Real Time Grid View..............................................................24Available Fields in the Agent Skill Group Real Time Grid View............................................................27Sample Agent Skill Group Real Time Report......................................................................................28

Agent State Real Time Graph...................................................................................................................28Agent Team Historical All Fields...............................................................................................................29

Current Fields in the Agent Team Historical All Fields Grid View.........................................................30Available Fields in the Agent Team Historical All Fields Grid View......................................................33Sample Agent Team Historical All Fields Report.................................................................................34

Agent Team Real Time.............................................................................................................................34Current Fields in the Agent Team Real Time Grid View.......................................................................35Available Fields in the Agent Team Real Time Grid View.....................................................................36Sample Agent Team Real Time Report...............................................................................................37

Agent Team State Counts Real Time........................................................................................................37Current Fields in the Agent Team State Counts Real Time Report.....................................................38Available Fields in the Agent Team State Counts Real Time Report...................................................40Sample Agent Team State Counts Real Time Report..........................................................................40

3. Unified CCE Call Type and Call Type Skill Group Reports........................................................................43Call Type Abandon/Answer Distribution Historical....................................................................................43

Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View.............................44Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View...........................46

Report Template Reference Guide For Cisco Unified Intelligence Center 8.0(1)

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Sample Call Type Abandon/Answer Distribution Historical Report......................................................47Call Type Historical All Fields...................................................................................................................48

Current Fields for the Call Type Historical All Fields Grid View............................................................48Available Fields the Call Type Historical All Fields Grid View..............................................................52Sample Call Type Historical All Fields Report......................................................................................52Call Type Historical All Fields Calls Answered by Call Types Chart.....................................................53

Call Type Real Time..................................................................................................................................53Current Fields in the Call Type Real Time Grid View...........................................................................54Available Fields in the Call Type Real Time Grid View.........................................................................55Sample Call Type Real Time Report....................................................................................................55Call Type Real Time Queue Now Pie Chart.........................................................................................56

Call Type Skill Group Historical All Fields.................................................................................................56Current Fields in the Call Type Skill Group Historical All Fields Grid View..........................................57Available Fields in the Call Type Skill Group Historical All Fields Grid View........................................58Sample Call Type Skill Group Historical All Fields Report...................................................................59

4. Unified CCE Enterprise and Peripheral Service Reports..........................................................................61Enterprise Service Historical All Fields ...................................................................................................61

Current Fields in the Enterprise Service Historical All Fields Grid View..............................................62Available Fields in the Enterprise Service Historical All Fields Grid View............................................63Sample Enterprise Service Historical All Fields Report.......................................................................64

Peripheral Service Historical All Fields.....................................................................................................64Current Fields in the Peripheral Service Historical All Fields Grid View..............................................65Available Fields in the Peripheral Service Historical All Fields Grid View............................................67Sample Peripheral Service Historical All Fields Report.......................................................................67

Peripheral Service Real Time All Fields ..................................................................................................68Current Fields in the Peripheral Service Real Time All Fields Grid View.............................................68Available Fields in the Peripheral Service Real Time All Fields Grid View...........................................71Sample Peripheral Service Real Time All Fields Report......................................................................71

5. Unified CCE Enterprise and Peripheral Skill Group Reports....................................................................73Enterprise Skill Group Historical All Fields...............................................................................................73

Current Fields in the Enterprise Skill Group Historical All Fields Grid View........................................74Available Fields in the Enterprise Skill Group Historical All Fields Grid View......................................77Sample Enterprise Skill Group Historical All Fields Report.................................................................77

Enterprise Skill Group Real Time.............................................................................................................78Current Fields in the Enterprise Skill Group Real Time Grid View.......................................................79Available Fields in the Enterprise Skill Group Real Time Grid View ...................................................82Sample Enterprise Skill Group Real Time Report...............................................................................82

Peripheral Skill Group Historical All Fields...............................................................................................83Current Fields in the Peripheral Skill Group Historical Grid View........................................................84Available Fields in the Peripheral Skill Group Historical Grid View......................................................88Sample Peripheral Skill Group Historical Report.................................................................................88Peripheral Skill Group Historical Skill Group Service Level Chart.......................................................89

Peripheral Skill Group Real Time All Fields..............................................................................................90Current Fields in the Peripheral Skill Group Real Time All Fields Grid View.......................................90Available Fields in the Peripheral Skill Group Real Time All Fields Grid View.....................................94Sample Peripheral Skill Group Real Time All Fields Report................................................................94

6. IVR Reports..............................................................................................................................................97IVR Ports Performance Historical.............................................................................................................97

Current Fields in the IVR Ports Performance Historical Grid View .....................................................97Available Fields in the IVR Ports Performance Historical Grid View ...................................................98


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Sample IVR Ports Performance Historical Report ..............................................................................98

7. Working with the Reporting Templates....................................................................................................101Stock Report Templates.........................................................................................................................101

Historical and Real Time Templates...................................................................................................102Custom Templates..................................................................................................................................103Importing Reports...................................................................................................................................103

Importing Multiple Reports.................................................................................................................105Data Sources..........................................................................................................................................105Report Fields..........................................................................................................................................106Report Summaries.................................................................................................................................106Reviewing the Available and Current Report Fields ..............................................................................107

8. Unified ICM/CCE Reporting Concepts....................................................................................................109Abandoned Calls....................................................................................................................................109Agent States...........................................................................................................................................110Average Speed of Answer (ASA)............................................................................................................111Bucket Intervals......................................................................................................................................111Call Detail Data.......................................................................................................................................112Call Types...............................................................................................................................................113Call Type Intervals..................................................................................................................................113Error Count.............................................................................................................................................114FTE.........................................................................................................................................................114Handle Time...........................................................................................................................................115Handled..................................................................................................................................................115Historical and Interval Data....................................................................................................................115Grouped Grids........................................................................................................................................117Media Routing Domain...........................................................................................................................117Overflow Out...........................................................................................................................................117Percent Utilization...................................................................................................................................118Real Time Data and Real-Time Reports................................................................................................118Redirection on No Answer (RONA)........................................................................................................119Report Fields..........................................................................................................................................120Report Summaries.................................................................................................................................121Service Levels........................................................................................................................................121Services..................................................................................................................................................125Short Calls..............................................................................................................................................125Skill Groups............................................................................................................................................125

9. Unified ICM/CCE Database Fields Used in Reports...............................................................................127Fields Used for Agent Reports...............................................................................................................127

Agent_Interval....................................................................................................................................127Agent_Real_Time..............................................................................................................................128Agent_Skill_Group_Interval...............................................................................................................131Agent_Team.......................................................................................................................................137

Fields Used for Call Type Reports..........................................................................................................137Bucket_Intervals................................................................................................................................137Call_Type_Interval.............................................................................................................................138Call_Type_Real_Time........................................................................................................................143Call_Type_Skill_Group_Interval.........................................................................................................151

Fields Used for Service Reports.............................................................................................................155Service_Interval.................................................................................................................................155Service_Real_Time...........................................................................................................................162


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Fields Used for Enterprise and Peripheral Skill Group Reports.............................................................166Skill_Group_Interval..........................................................................................................................166Skill_Group_Real_Time.....................................................................................................................176

Fields Used for the IVR Ports Performance Historical Report................................................................181Trunk_Group......................................................................................................................................182Trunk_Group_Half_Hour....................................................................................................................182

Index ...........................................................................................................................................................185


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List of Figures

Figure 1: Agent Historical All Fields Report 1 of 3.........................................................................................................12



Figure 4: Agent Not Ready Detail Report.......................................................................................................................15

Figure 5: Agent Real Time Report...................................................................................................................................17

Figure 6: Agent Skill Group Historical All Fields Report 1 of 3.....................................................................................23



Figure 9: Agent Skill Group Real Time Report 1 of 2.....................................................................................................28

Figure 10: Agent Skill Group Real Time Report 2 of 2...................................................................................................28

Figure 11: Agent Team Historical All Fields Report 1 of 3.............................................................................................34



Figure 14: Agent Team Real Time Report.......................................................................................................................37

Figure 15: Agent Team State Counts Report 1 of 2.........................................................................................................41

Figure 16: Agent Team State Counts Report 2 of 2.........................................................................................................41

Figure 17: Call Type Abandon Answer Distribution Historical Report 1 of 2................................................................47

Figure 18: Call Type Abandon Answer Distribution Historical Report 2 of 2................................................................47

Figure 19: Call Type Historical All Fields Report 1 of 2.................................................................................................53

Figure 20: Call Type Historical All Fields Report 2 of 2.................................................................................................53

Figure 21: Call Type Real Time Report...........................................................................................................................56

Figure 22: Call Type Real Time Queue Now Pie Chart...................................................................................................56

Figure 23: Call Type Skill Group Historical All Fields Report.......................................................................................59

Figure 24: Enterprise Service Historical All Fields Report 1 of 2...................................................................................64

Figure 25: Enterprise Service Historical All Fields Report 2 of 2...................................................................................64

Figure 26: Peripheral Service Historical All Fields Report 1 of 2...................................................................................67

Figure 27: Peripheral Service Historical All Fields Report 2 of 2...................................................................................68

Figure 28: Peripheral Service Real Time All Fields Report 1 of 2..................................................................................71

Figure 29: Peripheral Service Real Time All Fields Report 2 of 2..................................................................................71

Figure 30: Enterprise Historical Skill Group All Fields Report 1 of 3............................................................................77



Figure 33: Enterprise Skill Group Real Time Report 1 of 2............................................................................................83


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Figure 34: Enterprise Skill Group Real Time Report 2 of 2............................................................................................83

Figure 35: Peripheral Skill Group Historical Report 1 of 3.............................................................................................88



Figure 38: Peripheral Skill Group Historical Skill Group Service Level Chart..............................................................89

Figure 39: Peripheral Skill Group Real Time Report 1 of 2............................................................................................94

Figure 40: Peripheral Skill Group Real Time Report 2 of 2............................................................................................95

Figure 41: IVR Ports Performance Report......................................................................................................................99

Figure 42: Stock Templates...........................................................................................................................................101

Figure 43: Importing Reports........................................................................................................................................104


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Preface

Purpose

This guide explains the stock templates (page 101) that are installed with the Cisco UnifiedIntelligence Center (Unified IC) reporting platform.

Audience

This guide is intended for reporting users and report designers who use the Cisco UnifiedIntelligence Center (Unified IC) web server to run the stock reports that are installed with CiscoUnified Intelligence Center.

Organization

This guide is organized as follows:

CoversThis section

The Agent and Agent Skill Group reporttemplates

Chapter 2 (page 7)

The Call Type and Call Type Skill Grouptemplates

Chapter 3 (page 43)

The Enterprise Service and Peripheral Servicereport templates

Chapter 4 (page 61)

The Enterprise and Peripheral Skill Groupreport templates

Chapter 5 (page 73)

The IVR Ports Performance report templateChapter 6 (page 97)


1

CoversThis section

Working with Unified ICM/CCE ReportingTemplates

Chapter 7 (page 101)

Unified ICM/CCE Reporting ConceptsChapter 8 (page 109)

Unified ICM/CCE Database Fields used in thestock reports

Chapter 9 (page 127)

Related Documentation

The following documentation supplements and complements this guide:

Guides for the Cisco Unified Intelligence Center (http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html)

The Unified IC online help (available from the Unified IC web application interface)

Troubleshooting tips for the Cisco Unified Intelligence Center (http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Intelligence_Suite)

The Developers' Forum for the Cisco Unified Intelligence Center (http://wwwin-forums.cisco.com/forum.jspa?forumID=2711 )

The Hardware & System Software Specification (Bill of Materials) for Unified ICM/CCE(http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html)

The Reporting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted (http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html)

The Unified ICM/CCE Database Schema Handbook (http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html)Unified

Conventions

This manual 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:

boldface font

• Choose Edit > Find.

• Click Finish.

Italic font is used to indicate the following:italic font


2

Preface

Related Documentation

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

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

http://wwwin-forums.cisco.com/forum.jspa?forumID=2711

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html

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

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html

DescriptionConvention

• To introduce a new term. Example: A skill group is acollection of agents who share similar skills.

• For emphasis. Example: Do not use the numerical namingconvention.

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

• A book title. Example: See the Cisco CRS Installation Guide.

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

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

Angle brackets are used to indicate the following:< >

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

• A character string that the user enters but that does not appearon the window such as a password.

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, submitting a service request, and gatheringadditional information, see the monthly What's New in Cisco Product Documentation, whichalso lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication(RSS) feed and set content to be delivered directly to your desktop using a reader application.The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

Documentation Feedback

You can provide comments about this document by sending email to the following address:

mailto:[email protected]

We appreciate your comments.


3

Preface

Obtaining Documentation and Submitting a Service Request

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

mailto:[email protected]


4

Preface

Documentation Feedback

Cisco Unified Intelligence Center Report TemplatesThis section includes information about the stock templates that are available for Unified CCE:

• Agent Report Templates (page 7)

• Call Type Report Templates (page 43)

• Service Report Templates (page 61)

• Skill Group Report (page 73)

• IVR Report Templates (page 97)

• Working with Unified IC Reports (page 101)

• Unified ICM/CCE Reporting Concepts (page 109)

• Unified CCE Database Fields Used in Reports (page 127)


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Chapter 1


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Chapter 1: Cisco Unified Intelligence Center Report Templates

Unified CCE Agent and Agent Skill Group ReportsThis chapter contains the following topics:

• Agent Historical All Fields, page 7• Agent Not Ready Detail, page 12• Agent Real Time, page 15• Agent Skill Group Historical All Fields, page 18• Agent Skill Group Real Time, page 24• Agent State Real Time Graph, page 28• Agent Team Historical All Fields, page 29• Agent Team Real Time, page 34• Agent Team State Counts Real Time, page 37

Agent Historical All Fields

Reports generated from this template show all data for the agents in the selected skill groupsfor the selected interval.

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

Views: This report has a grid view only.

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

Value List: Agent

Historical Key Field: AgentID

Database Schema Table(s) from which data is retrieved:

• Agent

• Media_Routing_Domain


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Chapter 2

• Person

• Agent_Skill_Group_Interval

• Skill_Group

See also:

Current Fields in the Agent Historical All Fields Grid View (page 8)

Available Fields in the Agent Historical All Fields Grid View (page 11)

Current Fields in the Agent Historical All Fields Historical Grid View

Current fields are those fields that appear by default in a grid view generated from the stocktemplate. You can change them. See Current Fields and Available Fields (page 107).

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

DescriptionColumn (Field)

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

Agent Name

The first and last name of the agent.

Derived from: Skill_Group.EnterpriseNameSkill Group Name

The agent skill group's enterprise name

Derived from: Agent_Skill_Group_Interval.DateTimeDateTime

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.

COMPLETED TASKS

Derived from:Agent_Skill_Group_Interval.HandledCallsTalkTime

Handled

The number of inbound calls that have been answered and havecompleted wrap-up by agents in the skill group during theinterval.

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

AHT

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

Derived from:Agent_Skill_Group_Interval.IncomingCallsOnHold

Held


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Chapter 2: Unified CCE Agent and Agent Skill Group Reports



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

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

Avg Hold

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCallsAban Rings

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

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

Derived from:Agent_Skill_Group_Interval.RedirectNoAnsCalls

RONA

The number of tasks that left the agent's phone or terminal thatwere redirected to another dialed number because of no answerin the interval.

Derived from: Agent_Skill_Group_Interval.AbandonHoldCallsAban Hold

The number of Unified ICM routed calls to the agent thatabandoned while the call was on hold and/or the number ofpaused tasks that the agent ended in the interval.

Derived from: Agent_Skill_Group_Interval.TransferredInCallsTrans In

The number of incoming calls that were transferred to thisagent from other agents within the same peripheral that did notgo to IVR for queuing in the interval. This value is updatedwhen the agent completes the call.

Note: For blind transfers in Unified CCE with a Unified CCESystem PG, this field is updated when the call that was blindtransferred to an IVR is subsequently transferred to anotheragent and the agent answers the call. For this call scenario thisfield is not updated in Unified CCE without an Unified CCESystem PG

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

Trans Out

The number of calls this agent transferred to another agent orskill group in the interval. This includes Consultative Calls if


9




this transfer was consultative-not blind. The value is updatedat the time the agent completes the transfer of the call.

Derived from: Agent_Skill_Group_Interval.AgentOutCallsExt Out

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

AGENT STATE TIMES

Derived from: Agent_Skill_Group.LoggedOnTimeLog On Duration

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

This is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime +

% Active

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_Skill_Group_Interval.LoggedOnTime

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

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

% Hold

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

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

% Not Active

The percentage of time that the agent has spent in the NotActive or Available state in relationto LoggedOnTime. Appliesto all skill groups.

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

% Not Ready

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

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

% Reserved


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The percentage of time that the agent has spent in Reservedstate waiting for an Unified ICM routed task from this skillgroup in relation to LoggedOnTime.

This is a calculated field, derivedfrom:((Agent_Skill_Group_Interval.WorkReadyTime

% Wrap Up

+Agent_Skill_Group_Interval.WorkNotReadyTime )/Agent_Skill_Group_Interval.LoggedOnTime

The percentage of time that the agent has spent in Wrap-upstate after an incoming or outgoing calls to/from this skill groupin relation to LoggedOnTime.

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

% Busy Other

The percentage of time that the agent has spent in theBusyOther state in relation to LoggedOnTime.

Note: The agent state time percentages in the Report Summaryrow will only add up to 100% when ALL of the skill groupsfor an agent have been selected. When viewing a subset of anagent's skill groups, the percentages may not balance.

Report Summary: There is a summary for for all data except %BusyOther. See About ReportSummaries (page 121).

Available Fields in the Agent Historical All Fields Grid View

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are derived from the Agent_Interval (page 127),Agent_Skill_Group_Interval (page 131) and Media Routing Domain tables.

All fields but one take their value directly from the database. For example, Agent Not Readyis derived from Agent_Interval.NotReadyTime.

The one exception is Wrap 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 inwrap-up on incoming and outgoing tasks in the interval.

Sample Agent Historical All Fields Report

This illustration is a sample of the report generated from the Agent Historical All Fields template.


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Figure 1: Agent Historical All Fields Report 1 of 3



Agent Not Ready Detail

Run this report to check agent availability in a logon session.



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

Value List: Agent


• Agent

• Agent_Event_Detail


• Person


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• Reason_Code

Notes:

The report returns accurate data for COMPLETED Not Ready activity only. Rows in the reportmarked with an asterisk (*) have incomplete data.

Important: To report on agent Not Ready reason codes, configure the Not Ready Reason codesin the ICM Configuration Manager AND on the agent desktop software (CTI or Cisco AgentDesktop).

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

See also:

Current Fields in the Agent Not Ready Detail Grid View (page 13)

Available Fields in the Agent Not Ready Detail Grid View (page 14)

Current Fields in the Agent Not Ready Detail Grid View

Current fields are those fields that appear by default in a report generated from the stocktemplate. You can change them. See Current Fields and Available Fields (page 107).



The first and last name of the agent.Agent Name

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

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

Log On Date Time

This is a calculated field derived from:(Agent_Logout.LogoutDateTime -Agent_Logout.LoginDuration)

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

Log On Duration

This is a calculated field derived from:(Agent_Logout.LogoutDateTime -Agent_Logout.LoginDuration)

A code and text (if configured) from the peripheral thatindicates the reason for the agent's last state change. Ifnot defined, this displays 0.

Reason Code


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

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

Duration

Derived from: Agent_Event_Detail.Duration

The percent of the agent's total logon session that theagent spent in the Not Ready state for the given reason.

% Log On Duration

This is a calculated field derived from:(Agent_Event_Detail.Duration /(Agent_Event_Detail.DateTime -Agent_Event_Detail.LoginDateTime))

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

% Not Ready

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

Report Summary: This report has a summary row for Agent Name and a report summary forall data. See About Report Summaries (page 121).

Available Fields in the Agent Not Ready Detail Grid View

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are:

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

• EnterpriseName Derived from Media_Routing_Domain.EnterpriseName

• MRDomainID Derived from Media_Routing_Domain.MRDomainID

• Reason Code Derived from Reason_Code.ReasonCodeName (if reason code text isconfigured) and Agent_Event_Detail.ReasonCode

• Skill Target ID Derived from: Agent_Event_Detail.skilltargetid

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

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

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


14



Sample Agent Not Ready Detail Report

This illustration is a sample of the report generated from the Agent Not Ready Detail template.

Figure 4: Agent Not Ready Detail Report

Agent Real Time

This report presents a table of selected agents showing each agent's currently active skill group,state, and call direction within each media routing domain into which the agent is logged.

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


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

Value List: Agent


• Agent

• Agent_Real_Time

• Controller_Time


• Person

• Skill_Group

See also:

Current Fields in the Agent Real Time Grid View (page 16)

Available Fields in the Agent Real Time Grid View (page 17)


15


Agent Real Time

Current Fields in the Agent Real Time Grid View


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


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

Agent Name

The last and first name of the agent.

Derived from: Skill_Group.EnterpriseNameActive Skill Group

The skill group associated with the task onwhich the agent is currently working. If theagent is not involved in any task in the mediarouting domain, this field shows NotApplicable. Since an agent can be logged intomultiple skill groups, this field is not filled untilthe agent is assigned a task.

Derived from: Agent_Real_Time.AgentStateState

The current state of the agent. See Agent States(page 110).

Derived from: Agent_Real_Time.DestinationDestination

The type of outbound task on which the agentis currently working.

Derived from: Agent_Real_Time.DirectionDirection

The direction of active task:

• In (inbound task - 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)

This is a calculated field derived from:DATEDIFF(seconds,

Duration

Agent_Real_Time.DateTimeLastStateChange,getdate())


16


Agent Real Time


The time spent in the current agent state inHH:MM:SS (hours, minutes, seconds) format.

Derived from: Agent_Real_Time.ReasonCodeReason Code

A code received from the peripheral thatindicates the reason for the agent's last statechange. If the code is not defined, this displays0.

Note: For reason codes to be displayed in areport, the agent's CTI OS desk settings andCTI OS registry settings need to be configuredto display the reason code. Set this in theUnified ICM Configuration Manager AgentDesk Settings List tool.

Available Fields in the Agent Real Time Grid View

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are populated from fields in the Agent_Real_Time (page 128)table

Fields from other tables:

• Media is derived from: Media_Routing_Domain.EnterpriseName

• Service Name is derived from: Service.EnterpriseName

• Enterprise Name is derived from: Skill_Group.EnterpriseName

Sample Agent Real Time Report

This illustration is a sample of the report generated from the Agent Real Time All Fields template.

Figure 5: Agent Real Time Report


17


Agent Real Time

Agent Skill Group Historical All Fields

Reports generated from this template pull data from the Agent_Skill_Group_Interval databasetable to show activity for selected agents for a selected interval, sorted by skill group.

Note: This report is the same report as the Agent Historical All Fields (page 29) report exceptthat this report is first sorted by skill group rather than by agent.


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

Value List: Skill Group


• Agent


• Skill_Group

See also:

Current Fields in the Agent Skill Group Historical All Fields Grid View (page 18)

Available Fields in the Agent Skill Group Historical All Fields Grid View (page 22)

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




Derived from: Skill_Group.EnterpriseNameSkill Group Name

The agent skill group's enterprise name

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

Agent Name

The first and last name of the agent.

Derived from:Agent_Skill_Group_Interval.DateTime

DateTime


18




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

COMPLETED TASKS

Derived from: Agent_Skill_Group_Interval.CallsHandled

Handled

The number of inbound calls that have beenanswered and have completed wrap-up byagents in the skill group during the interval.

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

AHT

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


Held

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

This is a calculated field, derived from:(Agent_Skill_Group_Interval.

Avg Hold

IncomingCallsOnHoldTime /Agent_Skill_Group_Interval.IncomingCallsOnHold)

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

Derived from:Agent_Skill_Group_Interval.AbandonRingCalls

Aban Rings

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

For non-voice: the total number of tasks thatwere abandoned while being offered to anagent.


RONA

The number of tasks that left the agent's phoneor terminal that were redirected to anotherdialed number because of no answer in theinterval.


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Derived from:Agent_Skill_Group_Interval.AbandonHoldCalls

Aban Hold

The number of Unified ICM routed calls to theagent that abandoned while the call was on holdand/or the number of paused tasks that theagent ended in the interval.

Derived from:Agent_Skill_Group_Interval.TransferredInCalls

Trans In

The number of incoming calls that weretransferred to this agent from other agentswithin the same peripheral that did not go toIVR for queuing in the interval. This value isupdated when the agent completes the call.

Note: For blind transfers in Unified CCE witha Unified CCE System PG, this field is updatedwhen the call that was blind transferred to anIVR is subsequently transferred to anotheragent and the agent answers the call. For thiscall scenario this field is not updated in UnifiedCCE without an Unified CCE System PG

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

Trans Out

+Agent_Skill_Group_Interval.NetTransferredOutCalls

The number of calls this agent transferred toanother agent or skill group in the interval. Thisincludes Consultative Calls if this transfer wasconsultative-not blind. The value is updated atthe time the agent completes the transfer of thecall.

Derived from:Agent_Skill_Group_Interval.AgentOutCalls

Ext Out

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

AGENT STATE TIMES

Derived from:Agent_Skill_Group.LoggedOnTime

Log On Time

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


20




This is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime +

% Active

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_Skill_Group_Interval.LoggedOnTime

The percentage of time that the agent has spenttalking on calls in this skill group in relation tothe agent's LoggedOnTime.

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

% Hold

The percentage of time that the agent has puta call on hold or paused a task in relation toLoggedOnTime or the interval, whichever isless.

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

% Not Active

The percentage of time that the agent has spentin the Not Active or Available state inrelationtoLoggedOnTime. Applies to all skillgroups.

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

% Not Ready

The percentage of time that the agent has spentin the Not Ready state in relation toLoggedOnTime or the interval, whichever isless. Applies to all skill groups.

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

% Reserved

The percentage of time that the agent has spentin Reserved state waiting for an ICM routedtask from this skill group in relation toLoggedOnTime.


21




This is a calculated field, derivedfrom:((Agent_Skill_Group_Interval.WorkReadyTime

% Wrap Up

+Agent_Skill_Group_Interval.WorkNotReadyTime) /Agent_Skill_Group_Interval.LoggedOnTime

The percentage of time that the agent has spentin Wrap-up state after an incoming or outgoingcalls to/from this skill group in relation toLoggedOnTime.

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

% Busy Other

The percentage of time that the agent has spentin the BusyOther state in relation toLoggedOnTime.

Note: The agent state time percentages in theReport Summary row will only add up to 100%when ALL of the skill groups for an agent havebeen selected. When viewing a subset of anagent's skill groups, the percentages may notbalance

Report Summary: There is a summary for Skill Group Name and a report summary for alldata. See About Report Summaries (page 121).

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

Available 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 reportare derived from the Agent_Interval (page 127) and Agent_Skill_Group_Interval (page 131)tables.

Handled is derived from HandledCallsTalkTime in the Agent_Skill_Group table.

Handled is the number of inbound calls that have been answered and have completed wrap-upby agentsin the skill group during the interval.

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

The one exception is Wrap 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 inwrap-up on incoming and outgoing tasks in the interval.


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Sample Agent Skill Group Historical All Fields Report

This illustration is a sample of the report generated from the Agent Skill Group Historical AllFields template.

Figure 6: Agent Skill Group Historical All Fields Report 1 of 3




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Agent Skill Group Real Time

This report is a table showing current agent status within the specified skill group(s).



Grouping: by Skill Group Name



• Agent

• Agent_Real_Time

• Agent_Skill_Group_Real_Time

• Controller_Time


• Person

• Skill_Group

See also:

Current Fields in the Agent Skill Group Real Time Grid View (page 24)

Available Fields in the Agent Skill Group Real Time Grid View (page 27)

Current Fields in the Agent Skill Group Real Time Grid View




The skill group associated with the task on which theagent is currently working. If the agent is not involved

Skill Group Name

in any task in the media routing domain, this fieldshows Not Applicable. Since an agent can be logged


24




into multiple skill groups, this field is not filled untilthe agent is assigned a task.

Derived from: Skill_Group.EnterpriseName +Skill_Group.SkillTargetID

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

Agent Name


The number of tasks currently queued for the skillgroup.

Ent Queued Now

Note: This field is Current by default and is applicableto CCE only. The equivalent field for Unified ICM isnamed Queued Now (ICM) is Available by default.

Derived from:Skill_Group_Real_Time.RouterCallsQNow

Derived from: Agent_Real_Time.ExtensionExtension

The phone extension into which the agent is logged.

Derived from: Agent_Real_Time.AgentStateAgent State

The current state of the agent. See Agent States (page110).

Derived from: Agent_Real_Time.DateTimeLoginLogOn DateTime

The date and time that the agent logged in. The formatis MM/DD/YYYY (month, day, year) and HH:MM:SS(hour, minute, second) format.

The time spent in the current agent state in HH:MM:SS(hours, minutes, seconds) format.

Duration in Current State

This is a calculated field derived from:DATEDIFF(seconds,Agent_Real_Time.DateTimeLastStateChange,getdate())

Derived from: Agent_Real_Time.PhoneTypeMobile Agent Mode

The mode by which the agent is connected (populatedfor CCE only):

0 = Not Mobile (Local agent; normal ACD/CCE phoneor non-voice task)

1 = Call By Call (Mobile agent's phone is connectedfor each incoming call)


25




2 = Nailed Connection (Mobile agent calls and logs inonce; line remains connected through multiple calls)

Derived from: Agent_Real_Time.RemotePhoneNumberMobile Agent Phone#

For a mobile agent (an agent working remotely), thecurrent phone number. Populated for CCE only.


A code received from the peripheral that indicates thereason for the agent's last state change. If the code isnot defined, this displays 0.

Note: For reason codes to be displayed in a report, theagent's CTI OS desk settings and CTI OS registrysettings need to be configured to display the reasoncode. Set this in the Unified ICM ConfigurationManager Agent Desk Settings List tool.

Derived from:Agent_Real_Time.RequestedSupervisorAssist

Supv Assist Reqstd

Whether or not the agent requested supervisorassistance: No|Yes.


The type of outbound task on which the agent iscurrently working.


The direction of active task:

• In (inbound task - non voice tasks are alwaysinbound)

• Out (outgoing external task)

• Other (outgoing or incoming internal task)

• Not Applicable (if the logged in agent is not activein the skill group)

Derived from: Agent_Real_Time.AvailableInMRDAvail in MRD

Whether or not the agent is available to accept a taskin this media routing domain:

• NO (Not available)


26




• 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 routingdomain (MRD) if the agent's state in that MRD isanything other than Not Ready, and the agent is notat the agent's maximum task limit for the MRD, andthe agent is not working on a non-interruptible taskin another MRD. If an agent is ICM-available, thenUnified ICM can assign tasks to the agent. If anagent is Application-available, then the applicationcan assign 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.

The number of tasks associated with the skill groupthat the agent is working on.

Active Tasks

Derived from:Agent_Skill_Group_Real_Time.CallsInProgress

Available Fields in the Agent Skill Group Real Time Grid View


Additional Available fields in this report are populated from fields in the Agent_Real_Time(page 128) table.

Fields from other tables:

• Active Tasks is derived from Agent_Skill_Group_Real_Time

• CallsInProgress. The number of tasks associated with the skill group that the agent is workingon

• Media is derived from: Media_Routing_Domain.EnterpriseName

• Service Name is derived from: Service.EnterpriseName

• Enterprise Name is derived from: Agent.EnterpriseName

• Person


27



Sample Agent Skill Group Real Time Report

This illustration is a sample of the report generated from the Agent Skill Group Real Time AllFields template.

Figure 9: Agent Skill Group Real Time Report 1 of 2

Figure 10: Agent Skill Group Real Time Report 2 of 2

Agent State Real Time Graph

This report is a pie chart showing the current total count of agents in different agent states.

Views: This report has a pie chart only.


Value List: Agent

Database Schema Table(s) from which data is retrieved: Agent_Real_Time.AgentState

The following data is represented in the Agent State Real Time pie chart graph.

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 anagent is Not Ready in one skill group, the agent is Not

Not Ready

Ready in all skill groups within the same Media RoutingDomain.

The agent has put himself in the Ready state using hisagent desktop tool.

Ready


28


Agent State Real Time Graph

DescriptionField

The agent is working on a task or a call in this skillgroup.

Talking

The agent is performing wrap-up work for a call in thisskill group. The agent enters Not Ready state when wrapup is complete.

Work Not Ready

The agent is performing wrap-up work for a call or taskin this skill group.

Work Ready

If the agent is handling a voice call, the agent enters NotActive state when wrap is complete.

If the agent is handling a non-voice task, the agent mightenter Not Active or Not Ready state when wrap up iscomplete.

The Agent is Active, Work Ready, Reserved, or onHold/Paused in another skill group.

Busy Other

The agent has been offered a call or task associated withthe skill group.

Reserved

For voice calls, agents are Reserved when their phonesare ringing.

The agent state is unknown.Unknown

For agents handling Outbound Option calls, the Holdstate indicates that the agent has been reserved for a call

Hold

because the Outbound Dialer puts on the agent on holdwhile connecting the call.

The agent is talking on or handling calls.Active

An agent can be active in only one skill group at a time.While active in one skill group, the agent is consideredto be in the Busy Other state for the other skill groups..

Agent Team Historical All Fields

Reports generated from this template show all the available report team data from theAgent_Skill_Group_Interval database table for each selected team during the time periodselected.



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

Value List: Agent Team


29




• Agent


• Agent_Team

• Agent_Team_Member


• Person

• Skill_Group

See also:

Current Fields in the Agent Team Historical Grid View (page 30)

Available Fields in the Agent Team Historical Grid View (page 33)

Current Fields in the Agent Team Historical All Fields Grid View



DescriptionColunn (Field)

Derived from: Agent_Team.EnterpriseNameAgent Team Name

The Enterprise Name of the agent team.

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

The agent teams' primary supervisor.

Derived from: Person.LastName "," Person.FirstNameAgent Name


DateTime

COMPLETED TASKS

The number of Unified ICM Routed tasks this agent hashandled.

Handled

Derived from:Agent_Skill_Group_Interval.CallsHandled


30




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

AHT

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


Held Tasks

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

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

Avg Hold

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

Derived from:Agent_Skill_Group_Interval.AbandonRingCalls

Aban Rings

For voice: the total number of calls that were abandonedwhile the agent's phone was ringing. For non-voice: thetotal number of tasks that were abandoned while beingoffered to an agent.


RONA

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

Derived from:Agent_Skill_Group_Interval.AbandonHoldCalls

Aban Hold

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

Derived from:Agent_Skill_Group_Interval.TransferredInCalls

Trans In

The number of incoming calls that were transferred tothis agent from other agents within the same peripheralthat did not go to IVR for queuing. This value is updatedwhen the agent completes the call.

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

Trans Out


31




The number of calls this agent transferred to anotheragent or skill group. This includes Consultative Calls ifthis transfer was consultative-not blind. This value isupdated when the agent completes the transfer.

Derived from:Agent_Skill_Group_Interval.AgentOutCalls

Ext Out

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

AGENT STATE TIMES

Derived from: Agent_Interval.LoggedOnTimeLog On Duration

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

This is a calculated field derived from:(Agent_Skill_Group_Interval.TalkInTime +

% Active

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)

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

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

% Hold

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

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

% Not Active

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

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

% Not Ready

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


32




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

% Reserved

The percentage of time that the agent has spent inReserved state waiting for an Unified ICM routed taskfrom this skill group in relation to LoggedOnTime.

This is a calculated field derived from:((Agent_Skill_Group_Interval.WorkReadyTime +

% Wrap Up

Agent_Skill_Group_Interval.WorkNotReadyTime ) /Agent_Interval.LoggedOnTime)

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

Report Summary: There is a summary row for Agent Team Name, a summary row for eachSupervisor and a report summary for all data. See About Report Summaries (page 121).

Available Fields in the Agent Team Historical All Fields Grid View

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are populated directly from the Agent_Skill_Group_Interval (page131) table. For example, Aban Calls Ring Time is derived fromAgent_Skill_Group_Interval.AbandRingCalls.

Two exceptions are:

• Wrap Time, which is a calculated field derived from:(Agent_Skill_Group_Interval.WorkNotReadyTime +Agent_Skill_Group_Interval.WorkReadyTime)

• % Busy Other This is a calculated field derived from(Agent_Skill_Group_Interval.BusyOtherTime / Agent_Skill_Group_Interval.LoggedOnTime)

Other tables used for Available fields in this report are:

• Agent_Team

– Agent_Team.AgentTeamID

• Agent_Skill_Group

– AnswerWaitTime - Derived from: AgentSkillGroup.AnswerWaitTime

– AutoOutCalls - Derived from: AgentSkillGroup.AutoOutCalls

– AutoOutCalls On Hold - Derived from: AgentSkillGroup.AutoOutCallsOnHold


33



– AutoOutCalls On Hold Time - Derived from: AgentSkillGroup.AutoOutCallsOnHoldTime

– AutoOutCalls Talk Time - Derived from: AgentSkillGroup.AutoOutCallsTalkTime

• Agent_Interval

– Avail Time - Derived from: Agent_Interval.AvailTime

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

Sample Agent Team Historical All Fields Report

This illustration is a sample of the report generated from the Agent Team Historical All Fieldstemplate.

Figure 11: Agent Team Historical All Fields Report 1 of 3



Agent Team Real Time

This report shows the current status of the selected agent team(s) and the current agent statesof each agent within the selected agent team(s).


34





Grouping: This report is grouped and sorted by Agent Team Name and then by Supervisor.



• Agent

• Agent_Real_Time

• Agent_Team



• Person

• Skill_Group

See also:

Current Fields in the Agent Team Real Time Grid View (page 35)

Available Fields in the Agent Team Real Time Grid View (page 36)

Current Fields in the Agent Team Real Time Grid View





The Enterprise Name of the agent team.

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

The agent team's primary supervisor.

Derived from: Person.LastName ", " Person.FirstNameAgent Name


Derived from: Skill_Group.EnterpriseNameActive Skill Group


35




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. Since an agent can be loggedinto multiple skill groups, this field is not filled untilthe agent is assigned a task.

Derived from: Agent_Real_Time.AgentStateState

The current state of the agent. See Agent States (page110).

Derived from: DATEDIFF(second,Agent_Real_Time.DateTimeLastStateChange,getdate())

Duration in Current State

The length of time since the agent's state last changed,measured in HH:MM:SS (hours, minutes, seconds)format.


A code received from the peripheral that indicates thereason for the agent's last state change. If not defined,this displays 0.


The type of outbound task on which the agent iscurrently working.


The direction of the call that the agent is currentlyworking on: NULL= None 0 = None 1 = In 2 =Out 3= Other

Report Summary: There is a summary row for Agent Team Name, a summary row for eachSupervisor and a report summary for all data. See About Report Summaries (page 121).

Available Fields in the Agent Team Real Time Grid View

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are from the Agent_Real_Time (page 128) table.

Other tables used are:

• Agent_Team

– The Agent Team field is derived from: Derived from: Agent_Team.AgentTeamID

– The PriSupervisor Skill Target ID field is derived from: Agent_Team.PriSupervisorID


36



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

Sample Agent Team Real Time Report

This illustration is a sample of the report generated from the Agent Team Real Time All Fieldstemplate.

Figure 14: Agent Team Real Time Report

Agent Team State Counts Real Time

This report is a table summary of the number of agents in various agent states.

Provides real-time agent team information on number of agents assigned to a team, number ofagents logged on, number of agents in different states, and number of agents available to receiveincoming tasks.



Grouping: There is no grouping for this report. It is sorted by Agent Team.




37



• Agent

• Agent_Real_Time

• Agent_Team



• Person

See also:

Current Fields in the Agent Team State Counts Grid View (page 38)

Available Fields in the Agent Team State Counts Grid View (page 40)

Current Fields in the Agent Team State Counts Real Time Report



DescriptionColumns (Fields)


The enterprise name of the agent team.

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

The team's primary supervisor.

Derived from: Agent_Team_MemberTotal On Team

The count of agents configured for the individual team.

The number of agents currently logged on.Agent Logged On

Derived from: count of agents withAgent_Real_Time.AgentState =0.

Derived from: count of agents whereAgent_Real_Time.AgentState is 11 or 4 andAgent_Real_Time.Direction is 2.

Active In

The number of agents currently working on incomingtasks.


38





Active Out

The number of agents currently working on outboundtasks.


Active Other

The number of agents currently working on internal(neither inbound nor outbound) tasks. Examples of othertasks include agent-to-agent transfers and supervisor tasks.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 10 or 12

Hold

The number of agents that have all active tasks on holdand/or have paused tasks. The agent is not in the Holdstate with one task on hold and talking on another task(for example, a consultative call). The agent must haveall active tasks on hold.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 3 or 14

Not Active

The number of agents in the Not Active state, the statewhere the agent is ready to accept tasks, but is notcurrently involved in task work.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 5 or 6.

Wrap Up

The number of agents in the Work Not Ready state WorkReady state. The Work Not Ready state is a state in whichan agent is involved in after task work and is assumed notto be ready to accept incoming tasks when done. The WorkReady state is a state in which an agent is involved in aftertask work and is assumed to be ready to accept incomingtasks when done.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 2.

Not Ready

The number of agents in the Not Ready state, a state inwhich agents are logged in but are neither involved in anytask handling activity nor available to handle a task.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 8.

Reserved


39




The number of agents currently in the Reserved state, astate in which an agent has been selected to receive a task.An agent is in the Reserved state until the task is answered.

Report Summary: There is a summary row for the total report. See About Report Summaries(page 121).

Available Fields in the Agent Team State Counts Real Time Report

Available fields for this report include all fields that display by default as Current. In the Currentpanel, they appear by their display names (for example, Hold). In the Available panel, theyappear by their database names (for example, hold_state).

These fields are from the Person, Agent_Team, Agent_Team_Member, and Agent_Real_Timetables.

Additional Available fields in this report are:

• Agent Team ID Derived from: Agent_Team_Real_Time.agentteamid

• Media Derived from: Media_Routing_Domain.Enterprise

• Eligible for Task Derived from: Count of agents where Agent_Real_Time.AvailableInMRDis 0.

The number of agents who are eligible to receive tasks in the specified media routing domain.

It is possible for an agent to be in the Not Active state (available) and yet be not Eligible ForTask in a media routing domain.

This can occur under the following circumstances:

– In media routing domains other than Voice: if the agent is currently working on a Voicetask.

– In the Voice media routing domain: if the agent is currently working on a multimedia taskother than an Email task.

Note also that it is possible for an agent to be currently working on a task (Active In state)and yet be Eligible For Task in a media routing domain. This can occur in the Multi SessionChat (MSC) media routing domain. Iif the agent is currently working on a MSC task, anagent is eligible to receive a task up to the maximum task limit configured in the system.

Sample Agent Team State Counts Real Time Report

This illustration is a sample of the report generated from the Agent Team State Counts RealTime template.


40



Figure 15: Agent Team State Counts Report 1 of 2

Figure 16: Agent Team State Counts Report 2 of 2


41




42



Unified CCE Call Type and Call Type Skill GroupReportsThis chapter contains the following topics:

• Call Type Abandon/Answer Distribution Historical, page 43• Call Type Historical All Fields, page 48• Call Type Real Time, page 53• Call Type Skill Group Historical All Fields, page 56

Call Type Abandon/Answer Distribution Historical

For each call type, reports generated from this template show the number of answered andabandoned calls for separate intervals for the report's time period, broken out into intervalsummaries.


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

Value List: Call Type


• Bucket_Intervals

• Call_Type

• Call_Type_Interval

See also:


43

Chapter 3

Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View (page 44)

Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View (page46)

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

Current fields are those fields that appear by default in a report grid view generated from thestock template. You can change them. See Current Fields and Available Fields (page 107).

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

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


The enterprise name for the call type.Call Type Name

Derived from Call_Type.EnterpriseName

The date and time when the call type intervaldata was generated in MM/DD/YYYY (month,

Date Time

day, year) and HH:MM:SS (hours, minutes,seconds) format.

For every interval in the selected time periodthere is summary row for each selected calltype.

Derived from: Call_Type_Interval.DateTime

Average Speed of Answer. The average answerwait time from when first queue to skill group

ASA

or LAA select node was executed for this callto when this call was answered. This is animportant measure of service quality becausethe time can vary, even over the course of oneday, due to call volumes and staff levels.

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

The average delay time of all abandoned callsthat ended in this call type during the current

Avg Aban Delay

interval. This includes calls that abandoned inqueue, calls that abandoned while at the IVR(prompting or self service) and calls thatabandoned while ringing at the agent's phoneor en route to the agent's phone.


44

Chapter 3: Unified CCE Call Type and Call Type Skill Group Reports



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

The number of calls answered/abandonedbetween the time set to begin measuring and

Int 1 Ans and Aban

interval 1. The system default interval 1 is 8seconds. For example: 00:00 - 00:08

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

The number of calls answered/abandonedbetween interval 1 and interval 2. The system

Int 2 Ans and Aban

default interval 2 is 30 seconds. For example:00:08 - 00:38



Int 3 Ans and Aban

default interval 3 is 60 seconds (1 minute). Forexample: 00:38 - 01:38



Int 4 Ans and Aban

default interval 4 is 90 seconds. For example:01:38 - 03:08



Int 5 Ans and Aban

default interval 5 is 120 seconds (2 minutes).For example: 03:08 - 05:08



Int 6 Ans and Aban



45






Int 7 Ans and Aban




Int 8 Ans and Aban




Int 9 Ans and Aban



The number of calls answered/abandonedwithin the remaining time in the report time

> Int 9 Ans and Aban

period measured in minutes and seconds. Forexample: > 43:08


Report Summary: The summary line shows an average for the ASA and Avg Aban Delaycolumns and totals for the interval columns. See About Report Summaries (page 121) .

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

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are populated from the following tables.

These Available fields are from the Call_Type_Interval (page 138) table:

• Ans Wait Time Derived from: Call_Type_Interval.AnswerWaitTime


46



• 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 (page 137) table:

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

Sample Call Type Abandon/Answer Distribution Historical Report

This illustration is a sample of the report generated from the Call Type Abandon/AnswerDistribution Historical Report template.

Figure 17: Call Type Abandon Answer Distribution Historical Report 1 of 2

Figure 18: Call Type Abandon Answer Distribution Historical Report 2 of 2


47



Call Type Historical All Fields

Reports generated from this template show the interval status of call types for the selected timeperiod.

Note: For Unified ICM, the presence of certain data depends on the use of Enterprise Queuingand on whether Translation Routing has been implemented.

Views: This report has a grid view and a pie chart view.

Grouping: By call type and then by date and time



• Call_Type


See also:

Current Fields in the Call Type Historical All Fields Grid View (page 48)

Available Fields in the Call Type Historical All Fields Grid View (page 52)

Call Type Historical All Fields Calls Answered by Call Types Chart (page 53)

Current Fields for the Call Type Historical All Fields Grid View

Current fields are those fields that appear by default in the grid view for this report. You canchange them. See Current Fields and Available Fields (page 107).





The date and time when the record wasgenerated in MM/DD/YYYY (month, day,

DateTime

year) and HH:MM:SS (hours, minutes,seconds) format.

Derived from: Call_Type_Interval.DateTime


48




Service Level Type used to calculate Servicelevel for the interval.

SL

See Service Levels (page 121).

Derived from: Call_Type_Interval.ServiceLevel

The total number of calls of this call typeabandoned within the service level threshold

Aban Within SL

during the interval. Valid for both Unified CCEnterprise and standard ACD targets that usetranslation routes.

Derived from:Call_Type_Interval.ServiceLevelAband


ASA


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

TASKS

Tasks that have been offered to this call typeduring the interval.

Offered

Derived from: Call_Type_Interval.CallsOffered

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

Assigned from Q

Derived from:Call_Type_Interval.RouterQueueCalls

The total number of calls of this call typeanswered by agents in the interval. This field

Answered

is applicable to both Unified ICM and UnifiedCC Enterprise with the following exception: ifthe call is answered by an agent on a standardACD, this field is incremented only if the callwas translation routed.

Derived from:Call_Type_Interval.CallsAnswered

Average Wait Time. The average of answerwait time in seconds for all calls that were

AWT

handled for the call type during the interval.


49




This field is applicable to both Unified ICMand Unified CC Enterprise with the followingexception: if the call is answered by an agenton a standard ACD, this field is incrementedonly if the call was translation routed.

Derived fromCall_Type_Interval.AnswerWaitTime

COMPLETED TASKS

The total number of tasks handled tocompletion for the call type in the interval.

Handled

Derived from:Call_Type_Interval.CallsHandled

The total number of calls abandoned while inVRU (that is, while undergoing prompting or

Aban

listening to voice menus options), callsabandoned while queued to skill group, andcalls abandoned at agent desktop. This valuealso includes abandons for calls that are not inthe queue; for example, when the caller hangsup while listening to a VRU prompt. Therefore,the number of calls abandoned at a VRU beforebeing queued is TotalCallsAband minusRouterCallsAbandToAgent andRouterCallsAbandQ. Does not include shortcalls.

Derived from:Call_Type_Interval.TotalCallsAband

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

Return

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

The number of tasks of the call type that havebeen given default treatment or end nodes inthe interval.

Default Treatment

Derived from:Call_Type_Interval.ICRDefaultRouted

The number of tasks of the call type that wererouted not by ICM software but by the carrier

Network Routed

in the interval. For pre-routed calls, the carrierdecides where to route the call.


50




Derived from:Call_Type_Interval.NetworkDefaultRouted

The number of tasks of the call type that flowedout of the call type to another call type in theinterval.

Flow Out

Derived from:Call_Type_Interval.OverflowOut

The number of calls for this Call Type that haderrors or were incomplete in the interval.

Calls Error

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

The number of tasks of the call type that areShort, have been routed to non Agent targets,and/or have been redirected in the interval.

Other

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

The percentage of all handled tasks of the calltype that were queued in the interval.

% Queued

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

The percentage of all the tasks that came in tothe call type in the interval that wereabandoned.

% Aban

This is a calculated field, derived from:

(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+


51




Call_Type_Interval.ErrorCount +Call_Type_Interval.AgentErrorCount )

The average delay time of all abandoned callsthat ended in this call type during the current

Avg Aban Delay

interval. This includes calls that abandoned inqueue, calls that abandoned while at the IVR(prompting or self service) and calls thatabandoned while ringing at the agent's phoneor en route to the agent's phone.

This is a calculated field.

The number of calls abandoned during theCall_Type Abandon Call Wait Time. Calls

Short Calls

abandoned after this time period are countedas Abandoned, not Short Calls.

Derived from: Call_Type_Interval.ShortCalls

Report Summaries

• Call Type Summary

Field totals, with the exception of the SL (service level) field, for each call type in the report.The SL fields have percentage values

• Report Summary

Field totals, with the exception of the SL (service level) field, for all call types in the report.The SL fields have percentage values.

Available Fields the Call Type Historical All Fields Grid View

Available fields for the grid view for this report include the fields that display by default asCurrent. Additional Available fields in this report are taken directly from the Call_Type_Interval(page 138) table.

The exception is BucketIntervalID, which is from the Bucket_Intervals (page 137) table.

Sample Call Type Historical All Fields Report

This illustration is a sample of the report generated from the Call Type Historical All FieldsReport template.


52



Figure 19: Call Type Historical All Fields Report 1 of 2

Figure 20: Call Type Historical All Fields Report 2 of 2

Call Type Historical All Fields Calls Answered by Call Types Chart

The stock graph for this report is a pie chart that shows Calls Answered by Call Type.

To select this view, run the Call Type Historical report. Then select Calls Answered by CallTypes from the Report Viewer.

Call Type Real Time

Reports generated from this template show the current status of call types.

Views: This report has a grid view and a gauge view.



• Call_Type

• Call_Type_Real_Time

See also:


53


Call Type Real Time

Current Fields in the Call Type Real Time Grid View (page 54)

Available Fields in the Call Type Real Time Grid View (page 55)

Call Type Real Time Queue Now Pie Chart (page 56)

Current Fields in the Call Type Real Time Grid View






Average Speed of Answer during the rollingfive minute interval. The total Answer Time

ASA5

for all tasks of the call type divided by thenumber of tasks of this type answered duringthe current 5-minute interval.

This is a calculated field, derived from:(Call_Type_Real_Time.AnswerWaitTimeTo5/ Call_Type_Real_Time.CallsAnsweredTo5)

The number of tasks in Run VRUScript or Waitstate. This represents the number of tasks atVRU prompting or self service.

VRU (not Q) Now

This is a calculated field, derived from:Call_Type_Real_Time.CallsAtVRUNow -Call_Type_Real_Time.RouterCallsQNow

The number of tasks currently in the queue.Queue Now

Derived from:Call_Type_Real_Time.RouterCallsQNow

The number of tasks that have been routed toCCE agents but are not yet ended. This column

CCE Agent Now

is incremented when the call is answered anddecremented when the call ends, i.e., after wrapup has completed, if applicable.

Derived from:Call_Type_Real_Time.CallsAtAgentNow

The time spent in queue for the longestcurrently queued task, measured in HH:MM:SS(hours, minutes, seconds) format.

Longest Queued


54


Call Type Real Time


This is a calculated field, calculated bysubtracting the time the task entered the queuefrom the current time.

The Unified ICM/CCE service level for therolling five minute interval.

SL

Derived from:Call_Type_Interval.ServiceLevelTo5

The number of calls of this call type handledfor the call type ending during the rolling fiveminute interval.

Handled5

Derived from:Call_Type_Real_Time.CallsHandledTo5

The number of tasks abandoned at the IVRduring the rolling five minute interval, whileoffered to the agent and on route to the agent.

Aband5

Derived from:Call_Type_Real_Time.TotalCallsAbandTo5

Derived from: Call_Type_Interval.HandleTimeAband Within SL

The number of tasks abandoned before theservice level timer expired.

The average time of abandoned calls for thiscall type during the rolling five minute interval,

Avg Aban

measured in HH:MM:SS(hours,minutes,seconds) format.

This is a calculated field, derived from:Call_Type_Real_Time.CallDelayAbandTimeTo5/ Call_Type_Real_Time.TotalCallsAbandTo5

Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5

Report Summary: There is a summary for all data in the report. See About Report Summaries(page 121).

Available Fields in the Call Type Real Time Grid View

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are populated from the Call_Type_Real_Time (page 143) table.

Sample Call Type Real Time Report

This illustration is a sample of the report generated from the Call Type All Fields Real Timetemplate.


55


Call Type Real Time

Figure 21: Call Type Real Time Report

Call Type Real Time Queue Now Pie Chart

The stock graphical view for this report is a gauge that shows The number of tasks currently inthe queue.

To select this view, run the Call Type Real Time report. Then select Call Type_Queue Nowfrom the Report Viewer.

Figure 22: Call Type Real Time Queue Now Pie Chart

Call Type Skill Group Historical All Fields

Reports generated from this template show the summary statistics for Skill Groups within CallType ID. This information is useful for tying queues to resources and for forecasting andscheduling.

Note: For Unified ICM, the presence of certain data depends on the use of Enterprise Queuingand on whether Translation Routing has been implemented.


Grouping: By call type and then by date and time



• Call_Type

• Skill_Group

• Call_Type_Skill_Group_Interval

See also:


56



Current Fields in the Call Type Skill Group Historical All Fields Grid View (page 57)

Available Fields in the Call Type Historical Skill Group All Fields Grid View (page 58)

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





Derived from Call_Type.EnterpriseName.

The skill group's enterprise nameSkill Group Name

Derived from: Skill_Group.EnterpriseName.

The date and time when the record wasgenerated in MM/DD/YYYY (month, day,

DateTime

year) and HH:MM:SS (hours, minutes,seconds) format.

Derived from:Call_Type_Skill_Group_Interval.DateTime.

The total number of tasks handled tocompletion for the call type in the interval.

Handled

Derived from:Call_Type_Skill_Group_Interval.CallsHandled.

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

AHT

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

The percentage of all handled tasks of the calltype that were queued in the interval.

%Queued

This is a calculated field, derived fromCall_Type_Skill_Group_Interval.CallsQHandled/Call_Type_Skill_Group_Interval.CallsHandled


SL


57




See Service Levels (page 121).

Derived from:Call_Type_Skill_Group_Interval.ServiceLevel


ASA


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

The total number of calls of this call typeabandoned within the service level threshold

Aban Within SL

during the interval. Valid for both Unified CCEnterprise and standard ACD targets that usetranslation routes.

Derived from:Call_Type_Interval.ServiceLevelAband

The number of calls to the call type thatabandoned in the Router queue during theinterval.

Aban in Queue

Derived from:Call_Type_Skill_Group_Interval.RouterCallsAbandQ

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


Additional Available fields in this report are taken directly from the Call_Type_Skill_Group_Interval (page 151) table.


58



Sample Call Type Skill Group Historical All Fields Report

Figure 23: Call Type Skill Group Historical All Fields Report


59




60



Unified CCE Enterprise and Peripheral ServiceReportsThis chapter contains the following topics:

• Enterprise Service Historical All Fields , page 61• Peripheral Service Historical All Fields, page 64• Peripheral Service Real Time All Fields , page 68

Enterprise Service Historical All Fields

This report shows all the available Enterprise Service Historical All Fields report data in theService_Interval database table so that you can select which data you want for a customizedenterprise-service historical report.


Grouping: by Enterprise Name

Value List: Service


• Enterprise_Service

• Enterprise_Service_Member

• Service_Interval

See also:

Current Fields in the Enterprise Service Historical All Fields Grid View (page 62)


61

Chapter 4

Available Fields in the Enterprise Service Historical All Fields Grid View (page 63)

Current Fields in the Enterprise Service Historical All Fields Grid View



The enterprise name of the enterprise service.Enterprise Name

Derived from: Enterprise_Service.EnterpriseName

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

DateTime

DateTime Derived from: Service_Interval.DateTime

The total number of tasks associated with the service thatwere answered by agents in the interval.

Ans

Derived from: Service_Interval.CallsAnswered

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

ASA

Derived from: Service_Interval.AvgSpeedAnswer

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

Handled

Derived from: Service_Interval.CallsHandled

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

AHT

Derived from: Service_Interval.AvgHandleTime

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

Aban Q

Derived from: Service_Interval.CallsAbandQ

Average delay time in HH:MM:SS (hours, minutes,seconds) of tasks associated with the service that wereabandoned in queue in the interval.

Avg Delay Q Aban

Derived from: Service_Interval.AvgDelayQAband

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

Task Q

Derived from: Service_Interval.CallsQ


62

Chapter 4: Unified CCE Enterprise and Peripheral Service Reports



The average delay in the queue for the tasks associated withthe service in the interval.

Avg Delay Q

Derived from: Service_Interval.AvgDelayQ

The number of tasks associated with the service answeredwithin the ICM/IPCC Enterprise service level threshold inthe interval.

SL

Derived from: Service_Interval.ServiceLevel

The default value that indicates how Unified ICM softwarecalculates the service level (that is, how it handles

SL Type

abandoned calls in calculating the service level). You canoverride this default for individual services.

Derived From: Service_Interval.ServiceLevelType

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

Trans In

Derived from: Service_Interval.TransferInCalls

The number of tasks transferred out of the service in theinterval. The value is updated in the database when thetransfer of the call is completed.

Trans Out

Derived from: Service_Interval.TransferOutCalls

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

Out

Derived from: Service_Interval.CallsOut

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

RONA

Derived from:Skill_Group_Interval.ServiceLevelCallsDequeued

Report Summary: The report has a summary row for each Enterprise Name in the table anda total summary for all Enterprise Names. See About Report Summaries (page 121).

Available Fields in the Enterprise Service Historical All Fields Grid View

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are populated from the Service_Interval (page 155) table.


63



Sample Enterprise Service Historical All Fields Report

This illustration is a sample of the report generated from the Enterprise Service Historical AllFields template.

Figure 24: Enterprise Service Historical All Fields Report 1 of 2

Figure 25: Enterprise Service Historical All Fields Report 2 of 2

Peripheral Service Historical All Fields

This report shows peripheral service historical report data.



64



Grouping: by Service Name

Value List: Service


• Service


See also:

Current Fields in the Peripheral Service Historical All Fields Grid View (page 65)

Available Fields in the Peripheral Service Historical All Fields Grid View (page 61)

Current Fields in the Peripheral Service Historical All Fields Grid View

Current fields are those fields that appear by default in a report grid generated from the stocktemplate. You can change them. See Current Fields and Available Fields (page 107).



The enterprise name of the peripheral serviceService Name

Derived from: Service.EnterpriseName

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

DateTime

Derived from: Service_Interval.DateTime

The total number of tasks associated with the service thatwere answered by agents in the interval.

Ans

Derived from: Service_Interval.CallsAnswered

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

ASA

Derived from: Service_Interval.AvgSpeedAnswer

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

Handled

Derived from: Service_Interval.CallsHandled


65




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

AHT

Derived from: Service_Interval.AvgHandleTime

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

Aban Q

Derived from: Service_Interval.CallsAbandQ

Average delay time in HH:MM:SS (hours, minutes,seconds) of tasks associated with the service that wereabandoned in queue in the interval.

Avg Delay Q Aban

Derived from: Service_Interval.AvgDelayQAband

The total number of tasks associated with the service thatwere queued in the interval.

Task Q

Derived from: Service_Interval.CallsQ

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

Avg Delay Q

Derived from: Service_Interval.AvgDelayQ

The Enterprise service level for the service in the interval.SL

Derived from: Service_Interval.ServiceLevel

The default value that indicates how ICM softwarecalculates the service level (that is, how it handles

SL Type

abandoned calls in calculating the service level). You canoverride this default for individual services.

Derived From: Service_Interval.ServiceLevelType

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

Trans In

Derived from: Service_Interval.TransferInCalls


Trans Out


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

Out

Derived from: Service_Interval.CallsOut


66




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

RONA

Derived from:Skill_Group_Interval.ServiceLevelCallsDequeued

Report Summary: The report has a summary row for each Service Name and a total summaryfor all Services. See About Report Summaries (page 121).

Available Fields in the Peripheral Service Historical All Fields Grid View

Available fields for this report grid include the fields that display by default as Current. AdditionalAvailable fields in this report are populated from the Service_Interval (page 155)table.

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

Sample Peripheral Service Historical All Fields Report

This illustration is a sample of the report generated from the Peripheral Service Historical AllFields template.

Figure 26: Peripheral Service Historical All Fields Report 1 of 2


67



Figure 27: Peripheral Service Historical All Fields Report 2 of 2

Peripheral Service Real Time All Fields

This report shows available peripheral-service real-time data.


Value List: Service


• Service

• Service_Real_Time

See also:

Current Fields in the Peripheral Service Real Time All Fields Grid View (page 68)

Available Fields in the Peripheral Service Real Time All Fields Grid View (page 71)

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

Current fields are those fields that appear by default in a report grid generated from the stocktemplate. You can change them. See Current Fields and Available Fields (page 107).


68




The enterprise name of the peripheral serviceService Name

Derived from: Service.EnterpriseName

Number of inbound and outbound calls currently thathad previously been offered (for example, calls being

In Progress

played an announcement, queued calls, or connectedcalls) and are currently being handled for the service.

Derived from: Service_Real_Time.CallsInProgress

The tasks in queue associated with the service now atthe peripheral.

Q Now

Derived from: Service_Real_Time.CallsQNow

Derived from: The number of tasks associated withthe service that abandoned while in queue or ringingduring the rolling five minute interval.

Aban Q 5

An abandoned task is one in which the caller hung upbefore being connected with an agent. If the callerhangs up almost immediately, you might not want tocount that as an abandoned task. When configuringeach peripheral, you can specify the minimum lengthof an abandoned task.

Service_Real_Time.CallsAbandQTo5

The average delay time of tasks associated with theservice that were abandoned in the service queue

Avg Delay Q Aban5

during the rolling five minute interval. This value iscalculated as follows:DelayQAbandTimeTo5 /CallsAbandQTo5.

Derived from:Service_Real_Time.AvgDelayQAbandTo5

The average answer wait time for tasks associatedwith the service during the rolling five minute interval:AnswerWaitTimeTo5 / CallsOfferedTo5.

ASA5

Answer wait time is the elapsed time from when thetask is offered at the peripheral to when it is answered.This includes all DelayTime, LocalQTime, andRingTime associated with the task.

Derived from:Service_Real_Time.AvgSpeedAnswerTo5


69




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

AHT5

during the rolling five minute interval. The value iscalculated as follows: HandleTimeTo5 /CallsHandledTo5.

Derived from:Service_Real_Time.AvgHandleTimeTo5

The time that the longest available agent associatedwith the service became available.

LAA

Derived from: Service_Real_Time.LongestAvailAgent

Time that the longest call in the queue for the servicewas put there.

Longest Task Q

Derived from: Service_Real_Time.LongestCallQ

Number of calls the peripheral overflowed into thisservice during the rolling five-minute interval.

Flow In 5

Derived from: Service_Real_Time.OverflowInTo5

Number of calls overflowed out of this service duringthe rolling five-minute interval.

Flow Out 5

Derived from: Service_Real_Time.OverflowOutTo5

The Enterprise service level for the service during therolling five minute interval.

SL5

Derived from: Service_Real_Time.ServiceLevelTo5

Number of calls to the service abandoned within theservice level threshold during the rolling five-minuteinterval.

SL5 Aban

Derived from:Service_Real_Time.ServiceLevelAbandTo5

Number of calls to the service answered within theICM service level during the rolling five-minuteinterval.

SL5 Tasks

Derived from:Service_Real_Time.ServiceLevelCallsTo5


70



Report Summary: The report has total summary row, with the exception of the SL5 column.See About Report Summaries (page 121).

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

Available fields for this report grid include the fields that display by default as Current. Availablefields in this report are populated from the Service_Real_Time (page 162) table.

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

Sample Peripheral Service Real Time All Fields Report

This illustration is a sample of the report generated from the Peripheral Service Real Time AllFields template.

Figure 28: Peripheral Service Real Time All Fields Report 1 of 2

Figure 29: Peripheral Service Real Time All Fields Report 2 of 2


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72



Unified CCE Enterprise and Peripheral Skill GroupReportsThis chapter contains the following topics:

• Enterprise Skill Group Historical All Fields, page 73• Enterprise Skill Group Real Time, page 78• Peripheral Skill Group Historical All Fields, page 83• Peripheral Skill Group Real Time All Fields, page 90

Enterprise Skill Group Historical All Fields


Grouping: by Enterprise Skill Group Name

Value List: Enterprise Skill Group


• Enterprise_Skill_Group

• Enterprise_Skill_Group_Member

• Skill_Group

• Skill_Group_Interval

See also:

Current Fields in the Enterprise Skill Group Historical All Fields Grid View (page 74)


73

Chapter 5

Available Fields in the Enterprise Skill Group Historical All Fields Grid View (page 77)

Peripheral Skill Group Historical Skill Group Service Level Chart (page 89)

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



DescriptionColumn (Field

The enterprise skill group's enterprise name and ID.Enterprise Skill Group Name

Derived from: Enterprise_Skill_Group.EnterpriseName(Enterprise_Skill_Group.EnterpriseSkillGroupID)

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

Ent Queued

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

The skill group's average speed of answer in HH:MM:SS(hour, minutes, seconds) calculated from the time spent by

ASA

callers when placed in queue and ringing at the agent'sdesktop before the task is answered divided by the numberof tasks answered.

Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered

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

DateTime

Derived from: Skill_Group_Interval.DateTime

COMPLETED TASKS

The total number of tasks completed by this skill group inthe interval.

Total

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

For voice: the total number of calls that were abandonedwhile the agent's phone was ringing. For non-voice: the

Aban


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Chapter 5: Unified CCE Enterprise and Peripheral Skill Group Reports



total number of tasks that were abandoned while beingoffered to an agent.

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

The total duration in HH:MM:SS (hours, minutes, andseconds) during the period that agents were logged into thisskill group.

RONA

The number of Routed tasks handled within this skill groupin the interval.

Handled

Derived from: Skill_Group_Interval.CallsHandled

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

AHT

Derived from: Skill_Group_Interval.HandledCallsTime /Skill_Group_Interval.CallsHandled

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

AAT

Derived from: Skill_Group_Interval.HandledCallsTalkTime/ Skill_Group_Interval.CallsHandled

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

Aban Hold

Derived from: Skill_Group_Interval.AbandonHoldCalls

End of Completed Tasks Grouping

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

Trans In

Derived from: Skill_Group_Interval.TransferInCallsTime


Trans Out


The number of completed outbound ACD calls made byagents in the skill group, during a interval. The value is

Ext Out

updated in the database when any after-call work timeassociated with the call is completed.

Derived from: Skill_Group_Interval.AgentOutCalls

AGENT STATE TIMES


75




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

Active Time

Derived from: Skill_Group_Interval.TalkTime

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

Hold Time

Derived from: Skill_Group_Interval.HoldTime

The total time in the interval the agents were logged intothis skill group, measured in HH:MM:SS (hours, minutes,seconds) format.

Log On Duration

Derived from: Skill_Group_Interval.LoggedOnTime

The percentage of time that agents have spent in the NotActive or Available state in relation to LoggedOnTime orthe interval, whichever is less.

% Not Active

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

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

% Not Ready

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

The percentage of time the interval that the agent of thisskill group has spent in Active state in this Skill Group inrelation to LoggedOnTime.

% Active

Derived from: Skill_Group_Interval.TalkTime /Skill_Group_Interval.LoggedOnTime

The percentage of time the interval that agents have put acall from this skill group on hold in relation toLoggedOnTime.

% Hold

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

The percentage of time the interval that agents have spentin Reserved state waiting for an ICM routed call from thisskill group in relation to LoggedOnTime.

% Reserved

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


76




The percentage of time the interval that agents have spentin Wrap-up state after incoming or outgoing tasks in relationto LoggedOnTime or interval, whichever is less.

% Wrap Up

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

The percentage of time the interval that the agents of thisskill group spent in busy other state.

% Busy Other

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

Report Summary: There is a summary for each Enterprise Skill Group Name and a total reportsummary. See About Report Summaries (page 121).

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

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are derived from the Skill_Group_Interval (page 166) table.

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 haveconfigured interval reporting. For example, FTE Agents Active is derived from:(Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900)

Sample Enterprise Skill Group Historical All Fields Report

This illustration is a sample of the report generated from the Enterprise Skill Group HistoricalAll Fields template.

Figure 30: Enterprise Historical Skill Group All Fields Report 1 of 3


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Enterprise Skill Group Real Time

This report shows the current status of the selected enterprise skill groups.

Note: If a call is queued to an Enterprise skill group, then the call will be queued at eachperipheral skill group that belongs to the enterprise skill group. Therefore one call queued toan enterprise skill group composed of five peripheral skill groups will show up as 5 calls.


Value List: Enterprise Skill Group


• Enterprise_Skill_Group Skill_Group_Real_Time Enterprise_Skill_Group_Member


78



• Enterprise_Skill_Group_Member

• Skill_Group

• Skill_Group_Real_Time

See also:

Current Fields in the Enterprise Skill Group Real Time Grid View (page 79)

Available Fields in the Enterprise Skill Group Real Time Grid View (page 82)

Current Fields in the Enterprise Skill Group Real Time Grid View




The enterprise skill group's enterprise nameand ID.

Enterprise Skill Group Name

Derived from:Enterprise_Skill_Group.EnterpriseName(Enterprise_Skill_Group.EnterpriseSkillGroupID)

The number of calls currently queued to theskill group at the CallRouter and at the localACD queue.

Ent Queued Now

Note: This field is Current by default and isapplicable to CCE only. The equivalent fieldfor Unified ICM is named Queued Now (ICM)is Available by default.


The longest queued task on the routing media,measured in HH:MM:SS (hours, minutes,seconds) format.

Ent Longest Task Q

Note: This field is Current by default and isapplicable to CCE only. The equivalent fieldfor Unified ICM is named Longest Task Q(ICM) is Available by default.

Derived from:Skill_Group_Real_Time.RouterLongestCallInQ


79




The Average Speed of Answer measured inHH:MM:SS (hours, minutes, seconds) format

ASA 5

for the skill group during the rolling five minuteinterval.

Derived from:Skill_Group_Real_Time.AnswerWaitTimeTo5/ Skill_Group_Real_Time.CallsAnsweredTo5

The number of tasks that have been handledduring the rolling five minute interval.

Handled

Derived from:Skill_Group_Real_Time.CallsHandledTo5

The average time in HH:MM:SS (hours,minutes, seconds) it has taken during the rollingfive minute interval to handle a task.

AHT

Derived from:Skill_Group_Real_Time.HandleCallsTimeTo5/ Skill_Group_Real_Time.CallsHandledTo5

The number of agents that are currently loggedon to the skill group. This count is updated each

Log On

time an agent logs on and each time an agentlogs off.

Derived from:Skill_Group_Real_Time.LoggedOn

The number of agents in the Not Ready statefor the skill group. Not Ready is a state in

Not Ready

which agents are logged on but are neitherinvolved in any call handling activity noravailable to handle a call.

Derived from:Skill_Group_Real_Time.NotReady

The number of agents in the skill group whoare currently not working on a task associatedwith the skill group.

Not Active

Derived from: Skill_Group_Real_Time.Avail

The number of agents in the skill groupcurrently working on inbound tasks.

Active In

Derived from:Skill_Group_Real_Time.TalkingIn

The number of agents in the skill groupcurrently talking on outbound calls.

Active Out


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Derived from:Skill_Group_Real_Time.TalkingOut

The number of agents in the skill groupcurrently talking on internal (neither inboundnor outbound) calls.

Active Other

Examples of other calls include agent-to-agenttransfers and supervisor calls. Derived from:Skill_Group_Real_Time.TalkingOther

The number of agents in the skill groupcurrently talking on AutoOut (predictive) calls.

Active Auto Out

Derived from:Skill_Group_Real_Time.TalkingAutoOut

The number of agents in the skill groupcurrently talking on outbound Preview calls.

Active Preview

Derived from:Skill_Group_Real_Time.TalkingPreview

The number of agents in the skill groupcurrently talking on agent reservation calls.

Active Reservation

Derived from:Skill_Group_Real_Time.TalkingReserve

The average talk or active time measured inHH:MM:SS (hours, minutes, seconds) formatduring the rolling five minute interval.

AAT

Derived from:(Skill_Group_Real_Time.HandledCallsTalkTimeTo5/ Skill_Group_Real_Time.CallsHandledTo5)

The number of agents currently in wrap-up statefor this skill group. Wrap Up is call-related

Wrap Up

work performed by an agent after the call isover. An agent performing wrap up is in eitherthe Work Ready or Work Not Ready state.

Derived from:Skill_Group_Real_Time.WorkReady +Skill_Group_Real_Time.WorkNotReady

The number of agents that have all active callson hold or whose state to the skill group is

Hold

Paused. The agent is not in the Hold state withone call on hold and talking on another call (forexample, a consultative call). The agent musthave all active calls on hold.

Derived from: Skill_Group_Real_Time.Hold


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Number of agents for the skill group currentlyin the Reserved state.

Reserved

Derived from:Skill_Group_Real_Time.ReservedAgents

The number of agents currently in theBusyOther state.

Busy Other

Busy Other is a state in which the agenthandling calls assigned to other skill groupsduring the interval).

For example, an agent might be talking on aninbound call in one skill group whilesimultaneously logged on to and ready to acceptcalls from other skill groups. The agent can beactive (talking on or handling calls) in only oneskill group at a time. Therefore, while activein one skill group, for the other skill group theagent is considered to be in the Busy Otherstate.

Derived from:Skill_Group_Real_Time.BusyOther

The percentage of Ready time that agents inthe skill group spent talking or doing call work

% Utilization

during the current five-minute interval. This isthe percentage of time agents spend workingon calls versus the time agents were ready.

Derived from:Skill_Group_Real_Time.PercentUtilizationTo5

Report Summary: There is a report summary. See About Report Summaries (page 121).

Available Fields in the Enterprise Skill Group Real Time Grid View

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are derived from the Skill_Group_Real_Time (page 166) table.

Sample Enterprise Skill Group Real Time Report

This illustration is a sample of the report generated from the Enterprise Skill Group Real TimeAll Fields template.


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Figure 33: Enterprise Skill Group Real Time Report 1 of 2

Figure 34: Enterprise Skill Group Real Time Report 2 of 2

Peripheral Skill Group Historical All Fields

A table of the selected Peripheral Skill Group(s) showing consolidated call and skill groupstatistics, gathered in interval increments.

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

This report displays the same data as the Enterprise Skill Group Historical report except thatthis report is organized by media rather then by skill group.

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





• Skill_Group


See also:

Current Fields in the Peripheral Skill Group Historical Grid View (page 84)

Available Fields in the Peripheral Skill Group Historical Grid View (page 88)


83



Current Fields in the Peripheral Skill Group Historical Grid View




The enterprise skill group's enterprise nameand ID.

Skill Group Name

Derived from:Enterprise_Skill_Group.EnterpriseName(Enterprise_Skill_Group.EnterpriseSkillGroupID)

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

DateTime

Derived from: Skill_Group_Interval.DateTime

The number of tasks queued to this Skill Groupin the interval.

Ent Queued

Derived from:Skill_Group_Interval.RouterCallsQueued

Note: This field is Current by default and isapplicable to CCE only. The equivalent fieldfor Unified ICM is named Total Queued(ICM) is Available by default.

The skill group's average speed of answer inHH:MM:SS (hour, minutes, seconds) calculated

ASA

from the time spent by callers when placed inqueue and ringing at the agent's desktop beforethe task is answered divided by the number oftasks answered.

Derived from:Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered

SERVICE LEVEL

The count of calls that are routed to the skillgroup or queued to the skill group in the lastinterval.

SL Ans

Derived from:Skill_Group_Real_Time.ServiceLevelCallsOffered


84




The count of calls that are abandoned withinthe skill group service level threshold in thelast interval.

SL Aban

Derived from:Skill_Group_Real_Time.ServiceLevelCallsAband

COMPLETED TASKS

The total number of tasks completed by thisskill group in the interval.

Total

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


Aban


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

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

RONA

Derived from:Skill_Group_Interval.LoggedOnTime

The number of Routed tasks handled withinthis skill group in the interval.

Handled

Derived from:Skill_Group_Interval.CallsHandled

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

AHT

Derived from:Skill_Group_Interval.HandledCallsTime /Skill_Group_Interval.CallsHandled

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

AAT


85




Derived from:Skill_Group_Interval.HandledCallsTalkTime/ Skill_Group_Interval.CallsHandled

The number of tasks offered to the skill groupthat abandoned while being held or paused by

Aban Hold

the agent. The value is incremented at the timethe call disconnects.

Derived from:Skill_Group_Interval.AbandonHoldCalls

End of Completed Tasks Grouping

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

Trans In

Derived from:Skill_Group_Interval.TransferInCallsTime

The number of tasks this agent transferred toanother agent or skill group in the interval. This

Trans Out

includes Consultative Calls. The value isupdated in the database when the transfer ofthe call is completed.

Derived from:Skill_Group_Interval.TransferredOutCalls +Skill_Group_Interval.NetTransferredOutCalls

For default skill groups: the number of timesan agent initiated an outgoing external call in

Ext Out

the interval. For routing skill groups: thenumber of times an agent initiated a transfer orconference to an external device in the interval.

Derived from:Skill_Group_Interval.AgentOutCalls

AGENT STATE TIME

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

Active Time

Derived from: Skill_Group_Interval.TalkTime

The total time agents spent in the Hold/Pausedstate in this skill group, measured in

Hold Time

HH:MM:SS (hours, minutes, seconds) format.Includes Incoming Direct and OutgoingInternal, although call counts are not shown inthis report.


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Derived from: Skill_Group_Interval.HoldTime

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

Log On Duration

Derived from:Skill_Group_Interval.LoggedOnTime

The percentage of agents in the skill group whoare NOT currently involved in tasks and whoare ready to accept calls or tasks.

% Not Active

Derived from: Skill_Group_Real_Time.Avail/ Skill_Group_Real_Time.LoggedOn

The percentage of time that agents spent in theNot Ready state in relation to LoggedOnTimeor the interval, whichever is less.

% Not Ready

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

The percentage of agents in the skill group whoare working on incoming tasks or who are inone of the talking states.

% Active

Derived from:(Skill_Group_Real_Time.TalkingIn +Skill_Group_Real_Time.TalkingOut +Skill_Group_Real_Time.TalkingOther +Skill_Group.Real_Time.TalkingAutoOut +Skill_Group.Real_Time.TalkingPreview +Skill_Group.Real_Time.TalkingReserve) /Skill_Group_Real_Time.LoggedOn

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

% Hold

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

The percentage of time that agents spentworking on Reserved time in relation toLoggedOnTime or interval, whichever is less.

% Reserved

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

The percentage of time that agents have spentin Wrap-up state after incoming or outgoing

% Wrap Up


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calls in relation to LoggedOnTime or interval,whichever is less.

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

The percentage of time that agents spentworking on Busy Other time in relation toLoggedOnTime or interval, whichever is less.

% Busy Other

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

Report Summary: There is a summary for each Skill Group Name and a total report summary.See About Report Summaries (page 121).

Available Fields in the Peripheral Skill Group Historical Grid View

Available fields for this report include the fields that display by default as Current. In addition,most Available fields in this report are derived from the Skill_Group_Interval (page 166) table.

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 haveconfigured interval reporting. For example, FTE Agents Active is derived from:(Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900)

Sample Peripheral Skill Group Historical Report

This illustration is a sample of the report generated from the Peripheral Skill Group HistoricalAll Fields template.

Figure 35: Peripheral Skill Group Historical Report 1 of 3


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Peripheral Skill Group Historical Skill Group Service Level Chart

The stock graph for this report is a stocked bar chart that shows Aban, RONA, Handled, AbanHold by Skill Group.

To see this chart, run the Peripheral Skill Group Historical All Fields report and then select SkillGroup Service Level from the Report Viewer.

Figure 38: Peripheral Skill Group Historical Skill Group Service Level Chart


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Peripheral Skill Group Real Time All Fields

Reports generated from this template show the current status of the selected skill groups.

Note: If there are primary or secondary skill groups defined for the base skill group, then thebase skill group is not shown.




Corresponding WebView templates: perskg30: IPCC Peripheral Skill Group Status Real andperskg20: IPCC Peripheral Skill Group Status Real


• Media_Routing

• Skill_Group

• Skill_Group_Real_Time

See also:

Current Fields in the Peripheral Skill Group Historical Grid View (page 90)

Available Fields in the Peripheral Skill Group Historical Grid View (page 94)

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




The enterprise name of the skill group and itsskill target ID.

Skill Group Name

Derived from: Skill_Group.EnterpriseNameand Skill_Group.SkillTargetID

The number of calls currently queued to theskill group at the Unified ICM (NetworkQueue) and at the local ACD queue.

Ent Queued Now


90




Note: This field is Current by default and isapplicable to CCE only. The equivalent fieldfor Unified ICM is named Queued Now (ICM)is Available by default.


The longest queued task on the routing media,measured in HH:MM:SS (hours, minutes,seconds) format.

Ent Longest Task Q

Note: This field is Current by default and isapplicable to CCE only. The equivalent fieldfor Unified ICM is named Longest Task Q(ICM) is Available by default.

Derived from:Skill_Group_Real_Time.RouterLongestCallInQ

The Average Speed of Answer measured inHH:MM:SS (hours, minutes, seconds) format

ASA 5

for the skill group during the rolling five minuteinterval.


The Average Speed of Answer during therolling five minute interval, measured in

Ans Within SL

HH:MM:SS (hours, minutes, seconds) formatfor the skill group.


The count of calls that are abandoned withinthe skill group service level threshold duringthe rolling five minute interval. Derived from:

Aban Within SL

Skill_Group_Real_Time.ServiceLevelCallsAbandTo5

The number of tasks that have been handledduring the rolling five minute interval.

Handled

Derived from:Skill_Group_Real_Time.CallsHandledTo5

The average time in HH:MM:SS (hours,minutes, seconds) it has taken during the rollingfive minute interval to handle a task.

AHT


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Derived from:Skill_Group_Real_Time.HandleCallsTimeTo5/ Skill_Group_Real_Time.CallsHandledTo5

The number of agents that are currently loggedon to the skill group. This count is updated each

Log On

time an agent logs on and each time an agentlogs off.

Derived from:Skill_Group_Real_Time.LoggedOn

The number of agents in the Not Ready statefor the skill group. Not Ready is a state in

Not Ready

which agents are logged on but are neitherinvolved in any call handling activity noravailable to handle a call.

Derived from:Skill_Group_Real_Time.NotReady

The number of agents in the skill group whoare currently not working on a task associatedwith the skill group.

Not Active

Derived from: Skill_Group_Real_Time.Avail

The number of agents in the skill groupcurrently working on inbound tasks.

Active In

Derived from:Skill_Group_Real_Time.TalkingIn

The number of agents in the skill groupcurrently talking on outbound calls.

Active Out

Derived from:Skill_Group_Real_Time.TalkingOut

The number of agents in the skill groupcurrently talking on internal (neither inboundnor outbound) calls.

Active Other

Derived from:Skill_Group_Real_Time.TalkingOther

The number of agents in the skill groupcurrently talking on AutoOut (predictive) calls.

Active Auto Out

Derived from:Skill_Group_Real_Time.TalkingAutoOut

The number of agents in the skill groupcurrently talking on outbound Preview calls.

Active Preview


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Derived from:Skill_Group_Real_Time.TalkingPreview

The number of agents in the skill groupcurrently talking on agent reservation calls.

Active Reservation

Derived from:Skill_Group_Real_Time.TalkingReserve

The average talk or active time measured inHH:MM:SS (hours, minutes, seconds) formatduring the rolling five minute interval.

AAT

Derived from:(Skill_Group_Real_Time.HandledCallsTalkTimeTo5/ Skill_Group_Real_Time.CallsHandledTo5)

The number of agents currently in wrap-up statefor this skill group. Wrap Up is call-related

Wrap Up

work performed by an agent after the call isover. An agent performing wrap up is in eitherthe Work Ready or Work Not Ready state.

Derived from:Skill_Group_Real_Time.WorkReady +Skill_Group_Real_Time.WorkNotReady

The number of agents that have all active callson hold or whose state to the skill group is

Hold

Paused. The agent is not in the Hold state withone call on hold and talking on another call (forexample, a consultative call). The agent musthave all active calls on hold.

Derived from: Skill_Group_Real_Time.Hold

The number of agents for the skill groupcurrently in the Reserved state. Reserved is a

Reserved

state in which an agent is awaiting a call andis unavailable to receive any incoming calls.This state applies to agents on NorthernMeridian ACDs only.

Derived from:Skill_Group_Real_Time.ReservedAgents

The number of agents currently in theBusyOther state.

Busy Other

Busy Other is a state in which the agenthandling calls assigned to other skill groupsduring the interval).


93




For example, an agent might be talking on aninbound call in one skill group whilesimultaneously logged on to and ready to acceptcalls from other skill groups. The agent can beactive (talking on or handling calls) in only oneskill group at a time. Therefore, while activein one skill group, for the other skill group theagent is considered to be in the Busy Otherstate.

Derived from:Skill_Group_Real_Time.BusyOther

The percentage of Ready time that agents inthe skill group spent talking or doing call work

% Utilization

during the current five-minute interval. This isthe percentage of time agents spend workingon calls versus the time agents were ready.

Derived from:Skill_Group_Real_Time.PercentUtilizationTo5

Report Summary: There is a summary row for Skill Group Name. There is a total reportsummary for all fields except % Busy Other. See About Report Summaries (page 121).

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

Available fields for this report include the fields that display by default as Current. AdditionalAvailable fields in this report are derived from the Skill_Group_Real_Time (page 166) table.

Sample Peripheral Skill Group Real Time All Fields Report

This illustration is a sample of the report generated from the Peripheral Skill Group Real TimeAll Fields template.

Figure 39: Peripheral Skill Group Real Time Report 1 of 2


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Figure 40: Peripheral Skill Group Real Time Report 2 of 2


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IVR Reports

IVR Ports Performance Historical

This template shows the performance of IVR ports for the selected time period. It presents atable of half-hour counts of IVR ports in-service, ports idle, and the time HH:MM:SS (hours,minutes, seconds) that all ports were busy.

Default Sort Order: By IVR port trunk group and then by date and time.


Grouping: by IVR Ports

Value List: Trunk

Database Schema Table(s) from which data is retrieved: Trunk Group (page 182) andTrunk_Group_Half_Hour (page 182)

See also:

Current Fields in the IVR Ports Performance Historical Grid View (page 97)

Available Fields in the IVR Ports Performance Historical Grid View (page 98)

Current Fields in the IVR Ports Performance Historical Grid View

Current fields are those fields that appear by default in a grid view report generated from thestock template. You can change them. See Current Fields and Available Fields (page 107).


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


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Derived from: Trunk_Group.EnterpriseName

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

DateTime

Derived from: Trunk_Group_Half_Hour.DateTime

The number of ports in the group in service at the endof the interval.

Ports

Derived from:Trunk_Group_Half_Hour.TrunksInService

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

% Busy

Derived from:Trunk_Group_Half_Hour.InUseInboundTime /Trunk_Group_Half_Hour.InServiceTime

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

All Ports Busy

Derived from:Trunk_Group_Half_Hour.AllTrunksBusy

Report Summary

This report has a Group Summary for each IVR Port for each interval. It also has a ReportSummary showing all fields for all IVR Ports. See About Report Summaries (page 121).

Available Fields in the IVR Ports Performance Historical Grid View

Available fields for this report grid view include the fields that display by default as Current.Additional Available fields in this report are populated from the following tables. In addition,available fields for this template are populated from the Trunk Group (page 182) andTrunk_Group_Half_Hour (page 182) tables.

Sample IVR Ports Performance Historical Report

This illustration is a sample of the report generated from the IVR Ports Performance HistoricalReport template.


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Figure 41: IVR Ports Performance Report


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Working with the Reporting TemplatesThis chapter contains the following topics:

• Stock Report Templates, page 101• Custom Templates, page 103• Importing Reports, page 103• Data Sources, page 105• Report Fields, page 106• Report Summaries, page 106• Reviewing the Available and Current Report Fields , page 107

Stock Report Templates

Unified IC is installed with stock report templates that display data that has been saved in theUnified ICM/CC database.

The installation places a folder of stock templates on the Unified IC Available Reports page,in a sub-category named UCCE:

Figure 42: Stock Templates


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It is possible to import other report templates that are populated by other databases and to set adata source for those templates, but the stock templates are designed to present Unified ICM/CCdata.

As a best practice, make Save As copies of the installed stock templates and work with yourSave As copies.

This is what you cannot do with the installed stock templates:

• Delete.

• Export.

• Re-import.

• Change the data source.

• Edit the report definition, using Report Editor.

• Delete the default grid view.

• Edit (using Report Editor).

• Create additional views (grids, charts, and gauges).

• Set thresholds for fields.

• Set drilldowns for fields (Premium license only).

• Hide, move, rename, or in any way modify fields that display by default in the grid view.

This is what you can do with stock templates, based on your User Role and Permissions:

• Save As

• Run

• Schedule

• Edit

Historical and Real Time Templates

The stock Unified ICM/CC templates that are installed with Unified IC are either Historical orReal Time "All Fields" templates.

All Fields refers to the fact that, for the databases that are queried to populate the template, allfields in the database are available to be included in the grid view or to be charted or gauged.

These Available fields are listed in the Grid Editor.


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Stock Report Templates

An historical report template:

• Receives data from the UCCE Historical data source.

• Is populated with interval data. The interval at which the database tables are refreshed canbe a 15-minute or a 30-minute interval. This interval is set in the Unified ICM ConfigurationManager.

• Has a default refresh rate of 15 minutes. Refresh Rate is configurable in the Report DefinitionProperties page in a Save As version of the report.

• Has an upper limit of 8,000 rows. Row limit is not configurable. The Report Viewer indicateswhen the row limit has been reached and when more data is available. You can adjust thefilter and rerun the report to see additional data.

A real time report template:

• Receives data from the UCCE Realtime Data Source.

• Is populated with current data that is passed by the Peripheral Gateways to the Unified ICMRouter and then saved to real-time database tables. By default, real time data is forwardedto the router every 15 seconds. Old real-time data is constantly overwritten by new real-timedata.

• Has a default refresh rate of 15 seconds. Refresh Rate is configurable in the Report DefinitionProperties page in a Save As version of the report.

• Has an upper limit of 3,000 rows. Row limit is not configurable. The Report Viewer indicateswhen the row limit has been reached and when more data is available. You can adjust thefilter and rerun the report to see additional data.

Custom Templates

A custom template is:

• A new template that Report Designer users have created.

• A Save As version of a stock template.

• An imported template.

Note: Your Cisco Support provider cannot assist you with custom report issues.

Importing Reports

This page opens when you click Import Reports on the Available Reports Page in Unified IC.


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Custom Templates

Report Designers can use this function to import report files that are saved locally and to importthe Cisco report templates that were installed with Unified IC.

Figure 43: Importing Reports

To import a report:

1. To import a report from your computer (an xml or zip file that is saved locally), clickBrowse and navigate to the template xml file.

2. Select the Data Source from the dropdown.

Note: It is important to select the correct and appropriate data source for the importedreport. If a report is associated with the wrong data source, you will see an error when youtry to run the report.

3. Click Save To and navigate to the report category folder into which you want to categorizethe imported template(s).

4. Click Import.

5. Click Refresh on the Reports page to see the imported report.

Note:

• Data from imported reports are extracted from the xml file and saved as configuration datain the CUIC database.

• If your Available Reports page already contains a report template with the same name is areport you are importing, you are prompted to use the existing report or to overwrite it.

What is imported:

• The report

• Its Report Definition

• Its Value Lists

• Its Views

• The values defined for it in Report Editor (its default view, online help, etc)


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Importing Reports

• Its Thresholds

• Its Drilldowns

• Its Permissions

What is not imported:

• Report Filters

• Collections

Note:

• During the import, the software checks to see if any prerequisite objects needed by the report(such as Value Lists) already exist. If they do not, the import will create them. If they alreadyexist, the import process leaves them in place and does not overwrite them.

• This allows users from one system to write a report that uses a certain Value List (for example,the Skill Groups Value List), and then export the report and import it into another systemthat has another (different) Skill Groups Value List. There is no need to create a new ValueList or to edit the report.

• Reports are language-independent. The report templates and their generated output dependson the locale you select for Unified IC.

Importing Multiple Reports

Although the stock templates are imported as a group, you must import other templates one ata time.

When you need to import multiple template (for example, when you back up your templatesand want to re-import them), you can combine them in a zip file and import the zip file.

Note: If you import a zip file with multiple reports, Unified IC extracts the zip file for you.

Data Sources

A template is not populated until you define its Data Source and test the Data Source connection.

To define a Data Source, select Data Sources drawer > Data Sources page > Create to openthe Data Sources create page.

Refer to the online help for directions to create the data source.


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Data Sources

Report Fields

Fields in report templates have the following characteristics:

DESCRIPTIONREPORT FIELD

Report values for some fields are derived from thedatabase directly.

Database field

This is indicated by a field description similar to thatfor the Queue Now field in the Call Type Real TimeAll Fields Report: Derived from:Call_Type_Real_Time.RouterCallsQNow.

Report values for some fields are derived from acalculation using one or more fields in one or moretables.

Calculated field

This is indicated by a field description similar to thatfor the ASA5 fields in the Call Type Real Time AllFields Report: Derived from:(Call_Type_Real_Time.AnswerWaitTimeTo5 /Call_Type_Real_Time.CallsAnsweredTo5) .

Report fields are characterized in the grid editor as Available or as Current Field Order inGrid.

For each report, grid editor displays panels of all available fields and those fields that currentlydisplay in the grid view of a generated report and has an interface that allows you to move fieldsfrom one panel to the other. See Current Fields and Available Fields (page 107).

The online help topic for each report lists the fields that are Current by default for that reportas well as the Available fields.

Some Available fields are necessary for calculations, filtering, or drilldowns but might not beuseful as visible columns in the generated report. An example are the fields for DOW, DOY,Week, Month, and Year.

Report Summaries

Many reports have one or several Summary rows. These summaries are enabled in the Groupingpage of Grid Editor and show the footer values for the fields. These value in the footer for eachreport column is configured in the Report Definition.

These footer values can be

• None (Blank)


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Report Fields

This is the case, 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, whichare configured values.

• Avg (an average of all items in the column)

Examples are percentages and the average length of time associated with the value the columnrepresents

• Sum (a total of the values in the column)

• Count (a total of all items in the column)

• Min (the minimum value in the column)

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

Reviewing the Available and Current Report Fields

For every custom report template and Save As copy of a stock template, you can see a panelthat shows all the database fields that are Available for the report and a panel that shows thosefields that Currently display in the grid view, as well as the order in which they appear and theway they are grouped under headers.

Each field either is - or can be - a column heading in a report.

You can move fields from the Available panel to the Current Field Order in Grid panel.

To work with Available and Current report fields:

1. Open the Reports drawer.

2. Locate the report and right-click it.

3. Select Edit Views.

4. Select the radio button for the report and click Edit to open the Views > Edit page.

The panel of Available fields in on the left.

The panel of Current Field Order in Grid fields is on the right.

You can use the > arrows to move fields between Available and Current.

In the Current Field Order in Grid panel, you can:

• Select a field and click the up or down arrows to can change the order in which the fieldappears.


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• Right-click the field and select Properties to rename it.

• Right-click the field and select Thresholds to set a threshold for it.

• Click Header to create "superheaders" that group related column headings.


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Unified ICM/CCE Reporting ConceptsThis chapter contains the following topics:

• Abandoned Calls, page 109• Agent States, page 110• Average Speed of Answer (ASA), page 111• Bucket Intervals, page 111• Call Detail Data, page 112• Call Types, page 113• Call Type Intervals, page 113• Error Count, page 114• FTE, page 114• Handle Time, page 115• Handled, page 115• Historical and Interval Data, page 115• Grouped Grids, page 117• Media Routing Domain, page 117• Overflow Out, page 117• Percent Utilization, page 118• Real Time Data and Real-Time Reports, page 118• Redirection on No Answer (RONA), page 119• Report Fields, page 120• Report Summaries, page 121• Service Levels, page 121• Services, page 125• Short Calls, page 125• Skill Groups, page 125

Abandoned Calls

A call is considered abandoned if the caller hangs up before being connected to an agent.


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A high number of abandoned calls might be an indication that callers are waiting in the queuefor too long.

Abandoned calls are reported against the following:

• Service: Service reports provide cumulative statistics for all abandoned calls.

• Call Types: Call Type reports provide additional visibility on where calls are abandoning

• Skill Groups: Skill Group reports provide additional visibility on where calls are abandoning

Note: Calls that abandon before the Abandon Call Wait Time threshold are considered ShortCalls (page 125). For example, if you configure the abandoned call wait time for 10 seconds,and a caller disconnects at nine seconds, that call is a short call and it is not considered offeredor abandoned.

Agent States

The following states can appear reports. A state with an asterisk (*) is a voice media only state.

• Logged Off = 0

• Logged On = 1

• Not Ready = 2

• *Ready = 3

• *Talking = 4

• Work Not Ready = 5

• Work Ready = 6 - An agent doing wrap-up work (post-call activities, such as completingpaperwork or consulting with associates) is in either the Work Ready or the Work Not Readystate.

• Busy Other = 7

• Reserved = 8

• Unknown = 9

• Hold (Calls On Hold) = 10

• Active = 11

• Paused = 12

• Interrupted = 13


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Agent States

• Not Active = 14

Average Speed of Answer (ASA)

Average Speed of Answer (ASA), also called Average Answer Wait Time, is the sum of thetime that all incoming tasks to the service waited before being answered. This includes delaytime, queue time, and ring time.

Answer Wait time starts when the call enters the queue and is set at these levels: Agent, SkillGroup, Call Type, and Service.

At the agent and skill group levels, the ASA metric is useful for monitoring agent and skillgroup performance.

At the Call Type and Service levels, the ASA metric provides insight into how callers experiencethe system and how quickly calls are being answered.

For Agents: The agent's average speed of answer in HH:MM:SS (hour, minutes, seconds) iscalculated by dividing the total time that callers spent in queue and while the call was ringingat the agent's desktop before the task is answered by the number of calls that the agent answered.

For Call Types: The average answer wait time from when first queue to skill group or LAAselect node was executed for this call to when this call was answered. This is an importantmeasure of service quality because the time can vary, even over the course of one day, due tocall volumes and staff levels.

For Routes: The average answer wait time, for all tasks offered to the route during the intervalwaited before being answered.

For Services:

(Hist) The average answer wait time for all tasks offered to the route during the interval waitedbefore being answered.

(RT) The average speed of answer for all tasks associated with the service during the last fiveminutes waited before being answered.

For Skill Groups: The skill group's average speed of answer in HH:MM:SS (hour, minutes,seconds) calculated from the time spent by callers when placed in queue and ringing at theagent's desktop before the task is answered divided by the number of tasks answered.

Bucket Intervals

Bucket Intervals allow you to track data for calls abandoned or answered within specific timeincrements (for example, between 0 and 8 seconds, or under 60 seconds). Bucket Intervals areassociated with call types and can be set for the system as a whole and for individual call types.Local settings override those set at the system level.


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Average Speed of Answer (ASA)

Service Level tells you what percentage of calls are being answered within a certain time, butdoes not tell you how closely to the Service Level calls are being answered or abandoned. Calltype intervals provide additional insight into how long callers are waiting before their calls areanswered or before they abandon.

For example, if your Service Level is two minutes, you might want to set up intervals for 30seconds, one minute, 80 seconds, 120 seconds, 180 seconds, 210 seconds, and 240 seconds.Using these intervals, you can see whether calls are being answered in the thirty seconds afterthe Service Level Threshold of 180 seconds or if most are waiting a full minute longer to beanswered.

The intervals also give you insight into how long callers are willing to wait before abandoning.Perhaps many callers do not abandon until two minutes past the Service Level. This mightindicate that your Service Level goal can be modified.

To avoid reporting inconsistencies, only modify Bucket Interval settings at specific timeboundaries (that is, end of day, week, or month). Ensure that no one is running reports for theintervals that you are changing when you modify the boundaries.

Unified CCE ships with a single System default Bucket Interval whose boundaries (increments)are: 8, 30, 60, 90, 120, 180, 300, 600, and 1200 (in seconds).

Call Detail Data

There are two database tables that store call detail, as described below:

• Route Call Details

For every call routing request it handles, the Router records detailed data about the call andhow it was routed to a peripheral by Unified ICM. This route call detail data (RCD record)is stored in the Route_Call_Detail table.

RCD data is written to the database when the script ends. Non-routed calls, such as directdials, transfers, and conferences, have no RCD records.

You can use the data in the Route_Call_Detail table to see the starting point of the call. Forexample, you can see the ANI, any CEDs entered, and the type of request made. In addition,route call detail tells you how long the call was held in a enterprise queue.

• Termination Call Detail

A detailed termination call detail data (TCD record) is written for each call that arrives at aperipheral (provided the proper monitoring is enabled for the peripheral).

The TCD record is written after the call segment terminates and the after-call work is complete.

Specifically, the CallRouter creates the Termination_Call_Detail record when it receives aClosedCallInd message from the Open Peripheral Controller (OPC). OPC generates theClosedCallInd message when a call is terminated (that is, when any after-call work associatedwith the call has completed, or when a call that was not connected to an agent is terminated).


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Call Detail Data

For example, typical Termination_Call_Detail data might show that the call was an InboundACD Call, that it was handled by a particular Skill Group; and that a particular agent handledthe call. The Termination_Call_Detail record also describes the call's final disposition (thatis, how the call terminated; abandoned in network, disconnect/drop, abandoned delay, andso forth).

There can be many TCDs created per call, and it is possible for a call to have TCDs recordsbut no RCD records

The Termination_Call_Detail table includes records that indicate which TCDs were used tocreate the Call Type and the Call Type Skill Group reports.

Although Call Detail records are stored in the Route_Call_Detail and Termination_Call_Detailtables, none of the standard (stock) reports retrieve data from these two tables for performancereasons.

Note: These two detail tables can become very large. You must extract the data from the HDSinto your own custom database on a separate server (one that is not used for other UnifiedICM/CC components). Use only DBDateTime (date and time of the record that was written tothe HDS database) to perform the extraction. The tables on the custom database can be indexedaccording to the custom reporting needs.

To use Call Detail data in reports, you must create custom reports that populate from yourcustom database.

Call Types

A Call Type is a category of incoming call. Based on the Call Type, the Router selects therouting script that ultimately sends the call to an appropriate agent.

Each Call Type has a schedule that determines which routing script or scripts are active for thatCall Type at anytime.

Call Types are the highest level of reporting entity and the first reporting entity for which UnifiedICM captures data. They can be used to provide cradle-to-grave reporting under certaincircumstances and can also be used to provide an enterprise view of applications in the callcenter.

Call Type Intervals

Call Type Intervals are specific time increments that allow you to see data for abandoned andanswered calls.

A default set of intervals is provided at the system level, and you can configure call type intervalsin relation to your service levels.


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Call Types

For example, if your service level threshold is 15 seconds and you want to see when callers areabandoning within that service level, you can set intervals of 5 seconds, 10 seconds, and 15seconds.

If you do not configure intervals at the call type level, the system level intervals are used.

To configure call type intervals:

1. First use the Configuration Manager Bucket Interval configuration tool.

2. Then, using the Configuration Manger Call Type configuration tool for a given call typeor the Configuration Manager System Information tool for system wide call types, assignintervals to individual call types.

Intervals are measured in minutes and seconds. The header time format is MM:SS.

Reports can show up to ten intervals. You can configure up to nine intervals with the tenthinterval showing all the remaining data. Intervals not configured appear as blank intervals inthe report and appear after the configured intervals.

No interval headers display if the report is run over a period of time when no data is present.This happens because the report interval headers depend on the data being present.

Error Count

The error count field increments when:

• Translation-routed calls are abandoned while on route to destination target.

• Calls with misconfigured labels use default routing. (In this case, the ICRDefaultRoutedToHalffield also increments.)

• Calls with misconfigured labels do not use default routing (for instance, when a default routehas not been defined).

FTE

The full-time equivalent (FTE in reports) is the number of full-time agents that would be requiredto perform the work done during that interval for a skill group.

To calculate the FTE, Unified IC divides the total time that work was performed by the totaltime in the interval. For example, if agents spent a total of 3 hours (180 minutes) handling tasksduring a half-hour interval (30 minutes), the FTE for task handling during the interval is 180minutes/30 minutes, which equals 6 full-time persons. This means that if all agents handledtasks full-time, the work could have been done by 6 agents.


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Error Count

Handle Time

HandleTime is the time spent from the call being answered by the agent to the time the agentcompleted after-call work time for the call.

This includes any HoldTime, TalkTime, and WorkTime associated with the call (from theTermination_Call_Detail table).

The HandleTime value is counted when the after-call work time associated with the call (if any)is completed.

Handled

A handled call is:

• An incoming ACD call that was answered by an agent, and then completed.

• A call associated with Outbound Option that the agent answered, and then completed.

• A non-voice task that the agent started working on then completed.

A handled call/task is completed when the agent associated with the call/task finishes the wrap-upwork associated with the call/task.

Historical and Interval Data

Unified ICM software stores some historical data in half-hour tables and other historicalinformation in either half-hour or fifteen-minute summaries (but not both), based on Intervalflags set in Configuration Manager. Parameters established during setup determine the retentionof this data.

Note: All customers should choose an interval and stay with it, as changing back and forthbetween 15- and 30-minutes intervals will impact reporting.

As a best practice, run large historical reports at off-peak hours. Take advantage of the ScheduledReports feature to do this.

DescriptionHistorical Data

Some, but not all, Half_Hour tables now have an equivalent Interval table. TheHalf_Hour tables still appear in the database but are no longer populated.

Interval (30- or 15-minute, based onconfiguration)

There are seven new Interval tables that correspond to seven existing Half_Hourtables. There is also one new Interval table (Call_Type_Skill_Group_Interval)that corresponds to a new Call_Type_Skill_Group_Half_Hour table.


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Handle Time

DescriptionHistorical Data

In all, therefore, there are eight Interval tables that support fifteen-minute reportingif the system is configured for it. The equivalent Interval tables are populated byeither half-hour or fifteen-minute data, based on configuration.

Note: By default, data is captured in 30-minute intervals.

Fields in the Interval tables are no longer appended by ToHalf. For example, theAgent_Half_Hour table has a field named AvailTimeToHalf. In the Agent_Intervaltable, that field is named AvailTime.

Interval tables are :

• Agent_Interval


• Peripheral_Interval




• Call_Type_Skill_Group_Interval

• Campaign_Query_Rule_Interval

Note: There is no interval configuration for the Campaign_Query_Rule_Intervaltable. Both the Campaign_Query_Interva; table andtheCampaign_Query_Rule_Half_Hour table contain 30-minute data.

Those Half_Hour tables that do not have new Interval tables are populated onlyfor completed half-hour intervals, and the data fields are stored in the database

Half Hour

with the extension "ToHalf" (for example,Application_Gateway_Half_Hour.ErrorsToHalf).

These elements contain a value for a completed half-hour interval. The completedinterval is the time period falling between xx:00:00 and xx:29:59, or xx:30:00and xx:59:59.

For example, if an error occurred at 15:47:00, it will be counted in the 15:30:00to 15:59:59 half-hour interval. Data for this interval is not written to the databaseuntil the interval is complete (for example 16:00:00). Therefore, the latest errorhalf-hour data is available for the previous completed interval (that is, the 15:00:00to 15:29:59).


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Historical and Interval Data

Grouped Grids

By default, all reports from stock templates display in grid views (tables).

Click the Grouping button on the Views > Edit page to see or change report groupings.

Unified IC supports four groupings (none, one, two, or three) and allows to vertically-align thegrouping value at the top, middle, or bottom of the report.

Reports with Grouped Grids

Support dynamic sorting.

Do not support drilldowns from the grouped columns.

Support thresholds.

Support summaries for up to three grouped columns in addition to a summary for the reportas a whole.

Support rows per page

Can include data about who ran the report and the filter used.

Media Routing Domain

A Media Routing Domain (MRD) is a collection of skill groups and services that are associatedwith a common media class.

Unified ICM uses Media Routing Domains (MRDs) to organize how requests for differentmedia are routed.

Each skill group is assigned to a Media Routing Domain. Unified ICM software uses MRDs toroute a task to an agent who is associated with a skill group and a particular medium.

Each Media Routing Domain belongs to a Media Class.

You can report on activity for all of the MRDs that you have configured in your system. Whenconfiguring your system, you first configure MRDs in Configuration Manager and then enablethe appropriate MRDs on the Collaboration Server and E-Mail Manager applications. MRDshave unique IDs across the enterprise.

The Voice MRD is created by default for all deployments.

Overflow Out

The software keeps counts of the number of calls moved out of each service or route (overflowedout) and moved into each service or route (overflowed in).


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Grouped Grids

Overflow Out is incremented when the one of the following occurs:

• The call type associated with the current call is changed through use of a Call Type orRequalify node.

• The call is sent to a label using a label node.

• The call is redirected.

When a call is redirected, the PIM no longer can receive events for the call and has no wayof referencing or tracking the call.

For example, the call might have been redirected to a non-Unified ICM monitored deviceand then returned to the switch with a different call ID.

The Unified ICM generates the termination call detail record with only the data originallytracked for the call. Calls marked as Redirected are counted as Overflow Out calls in theUnified ICM service and route tables.

• The call was not default-routed, and the label was not a ring, busy, or announcement label.

• The call hit a release node

In Unified CCE, to more accurately reflect call status, CallDisposition is set to 15 (Redirected)instead of 4 (Abandon Delay) in the following cases:

When a call leaves a CTI route point to be sent to IVR.

When the agent transfers call to another skill group, no agent is available, and the call is sentto IVR

Percent Utilization

Percent utilization (% Utilization in reports) is computed by dividing the total time agents spendhandling calls in a skill group by the total time agents were ready to handle tasks.

To calculate the time that an agent was ready, Unified IC subtracts the Not Ready time fromthe total time that agents were logged on. Percent utilization shows you how well agents arebeing utilized within a skill group. For example, if the agent spent 20 minutes of the log onduration handling calls and was available to handle calls for 40 minutes, the percent utilizationis 50%.

Real Time Data and Real-Time Reports

In real-time, each PG passes current status information to Unified ICM software. This current(real-time) data, which is kept in the Router's memory, includes data about agents, skill groups,services, Call Types, trunk groups, and other entities.


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Percent Utilization

Every 15 seconds (by default), the Router forwards the current (in-memory) data to the DistributorAdmin Workstation, where it is stored on a number of real-time tables in the local AdminWorkstation databases and distributed to the Client AWs.

Old real-time data is constantly overwritten by new real-time data.

DescriptionTime Increment

"Half" values contain a value for the current half-hour.Half

The current half-hour is defined as the time period falling between xx:00:00 andxx:29:59, or xx:30:00 and xx:59:59.

For example, if it is currently xx:18:33, the CallsOfferedHalf real-time elementcontains a value that reflects the first 18 minutes and 33 seconds of the specifichalf-hour. When a new half-hour begins, at time (xx:00:00 or xx:30:00), the databaseelement is reset to zero.

"Now" contains a snapshot of the activity at a particular instant (the last check).Now

For example, Unified ICM software tracks CallsQNow, which is the number ofcalls currently in queue for a service or route.

When a call is answered, the CallsQNow count is reduced immediately by one (-1)because the call has left the queue. This change is seen at the next real-time updateof the report screen.

The "To5" values track data on a rolling five-minute basis. The rolling five-minutedata employs a"sliding" five-minute window.

To5

The To5 data is updated every three seconds. When the oldest three-second intervalexpires, a new three-second interval is added. In this manner, the window is alwaysplaced on the current five-minute interval.

To arrive at values for "Today", Unified ICM software adds the values at the endof each half-hour interval since midnight. It also counts the values for the currenthalf-hour.

Today

At the end of each half hour, half-hour data (for example CallsOfferedHalf) issummed into the Today data.

At midnight, the real-time Today count is cleared in the database. Midnight isdefined using the time of the peripheral.

Real-time reports are generally small, with fewer than 20 rows. They are refreshed by defaultevery 30 seconds. This refresh rate value is configurable on the Report Wizard Data Settingstab.

Redirection on No Answer (RONA)

The Redirection on No Answer (RONA) feature ensures that if an agent does not answer a callwithin a configurable amount of time, the call is assigned to a different skill group or agent.


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Redirection on No Answer (RONA)

The original agent is made Not Ready with a reason code of 32767 so that additional calls arenot routed to that agent.

For agent reporting, you can see how many calls experienced RONA through the Redirect NoAnswer report field in agent and skill group reports. A high number of RONA calls for an agentmight indicate that the agent is not responding quickly enough to incoming calls. If multipleagents have a high number of reroute on RONA, it might indicate that the Ring No Answertime is too low.

For Call Type reporting, the Calls RONA database field is updated for the call type when a callredirects on no answer. In Call Type reports, these calls are grouped into the "Other" category.

Report Fields

Fields in report templates have the following characteristics:

DESCRIPTIONREPORT FIELD

Report values for some fields are derived from thedatabase directly.

Database field

This is indicated by a field description similar to thatfor the Queue Now field in the Call Type Real TimeAll Fields Report: Derived from:Call_Type_Real_Time.RouterCallsQNow.

Report values for some fields are derived from acalculation using one or more fields in one or moretables.

Calculated field

This is indicated by a field description similar to thatfor the ASA5 fields in the Call Type Real Time AllFields Report: Derived from:(Call_Type_Real_Time.AnswerWaitTimeTo5 /Call_Type_Real_Time.CallsAnsweredTo5) .

Report fields are characterized in the grid editor as Available or as Current Field Order inGrid.

For each report, the Views > Edit in the Report Viewer displays panels of all available fieldsand those fields that currently display in the grid view of a generated report and has an interfacethat allows you to move fields from one panel to the other. See Current Fields and AvailableFields (page 107).

The online help topic for each report lists the fields that are Current by default for that reportas well as the Available fields.

Some Available fields are necessary for calculations, filtering, or drilldowns but might not beuseful as visible columns in the generated report. An example are the fields for DOW, DOY,Week, Month, and Year.


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Report Fields

Report Summaries

Many reports have one or several Summary rows.

Whether a report has a summary and how a report is grouped are determined in the Groupingdialog box in the Grid Editor. The Grid Editor is not accessible for stock reports.

Values appear in the summary for a field only if that field has a default footer value.

These footer values can be

• None (Blank) - This is the case, for example, when a summary metric is not applicable or itis illogical to summarize the value when the data is null, and for intervals in certain call typereports, which are configured values.

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

• Sum (a total of the values in the column)

• Count (a total of all items in the column)

• Min (the minimum value in the column)

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

When a summary row has no value for a field, it means that field does not have a footer value.

Service Levels

The service level tells you what percentage of calls are answered within the amount of timespecified in the service level threshold.

Service-level data is collected in the Unified ICM Schema database for call types, Media RoutingDomains, peripherals, and skill groups. This data can be viewed in Unified CC reports.

NOTE: With the existence of a network VRU, when calls are translation-routed, the measurementof service level begins when the call arrives at the routing script, or when its call type is changed.

This means that if self-service is performed on a call before the call is queued to an agent, therouting script must be set up to change the call type of the call when self-service is completed.Otherwise, the time spent in self-service will negatively impact the service level.

Service-level Threshold

Service-level threshold is the number of seconds set as the maximum time a caller should waitbefore being connected with an agent. Calls answered within the service-level threshold are


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Report Summaries

considered to have met the service level, while calls not answered within the service-levelthreshold are considered not to have met the service level.

For example, if you set a service-level threshold of 30 seconds, you want all calls to be answeredwithin 30 seconds. Every call answered within 30 seconds improves the service level. Everycall that is not answered within 30 seconds reduces the service level.

Using 30 seconds as an example threshold, if you had 50 calls that were answered in under 30seconds and 80 calls that took longer than 30 seconds to answer, then Unified ICM software,when ignoring abandoned calls, would calculate the service level as follows: 50/(50+80) x 100= Service Level %

In this example, the service level would be 38 percent.

Service level can be computed in three ways, depending on how calls that abandon before theservice-level timer expires are treated. Each computation is described in the Unified ICMService-Level Calculation section further on in this topic.

Service-Level Event

Calls are counted for service level purposes as soon as it is determined how the call contributesto the service-level calculation. This determination is made when either the call is answered,the caller abandons, or the service-level timer passes before the call is answered or abandoned- whichever occurs first.

Each of these events are called a service-level event:

• The call is answered by an agent before the service-level threshold expires. In this case, theServiceLevelCalls and ServiceLevelsCallsOffered database fields are incremented.

• The call abandons or Re-routes on No Answer (RONAs) to IVR before the service-levelthreshold expires. In this case, the ServiceLevelAband and ServiceLevelCallsOffered databasefields are incremented.

• The call reaches the service-level threshold without being answered by an agent or abandoned.In this case, only the ServiceLevelCallsOffered database field is incremented.

Tasks that abandon before the short calls timer, as defined in the Unified ICM configuration,do not count towards the service level offered or service level abandoned call counters. Also,calls that encounter an error condition or are sent to non-monitored devices (using the labelnode) within the service-level threshold do not affect the service level.

Enterprise Service-Level Calculation

Any call that has a service-level event is treated as a service-level call offered, which meansthat it will be used in the service-level calculation. Unified ICM software provides a uniformcalculation across all peripherals.

Enterprise service level can be calculated in any of three ways:

• Abandoned calls ignored.


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The number of calls answered within the service-level threshold divided by the number ofcalls that had a service-level event minus the number of calls that were abandoned beforeexceeding the service-level threshold. Calls abandoned before the service-level thresholdexpired are removed from this calculation.

• Abandoned calls negatively impact service level.

The number of calls answered within the service-level threshold divided by the number ofcalls that had a service-level event. This treats abandoned calls as though they had exceededthe service-level threshold.

• Abandoned calls positively impact service level.

The number of calls answered within the service-level threshold plus the number of callsabandoned within the threshold, all divided by the number of calls that had a service-levelevent. This treats abandoned calls as though they were answered within the service-levelthreshold.

The Administrator specifies which service-level calculation to use when the peripheral serviceis configured. Regardless of the service-level calculation method being used, Unified ICM tracksthe data needed to calculate the service level.

Peripheral Service Level

While Unified ICM software calculates its own service level, it also tracks, for some peripherals,the service level calculated by the peripheral. This service level, called the peripheral servicelevel, is a proprietary service level as calculated by the peripheral. Some peripherals supportmore than one type of service-level calculation. The method of service-level calculation usedby the peripheral is set by the System Manager when the peripheral service is configured.

Note: If Unified ICM software is connected to CCE through an CCE Gateway PG, peripheralservice levels are not applicable.

Configuring Service Levels

You can configure service-level calculations and their thresholds in the Unified ICMConfiguration Manager.

Note: In the Configuration Manager, the service level for the peripheral is configured separatelyfrom that of the Unified ICM/CCE Service Level (the service level for call types, services, androutes).

Service Levels and Skill Groups

If agents log in to sub-priorities within a Skill Group, the Service Level LAA includes onlythose agents who are logged in to the Priority 1 skill level. All other agents in all other skillpriorities are not considered in the Service Level LAA.

Example Call Type Service-Level Calculations

In an IP Contact Center environment, Call Types are used to calculate service levels. Call Typereports display this service-level data.


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Service Levels

The following are the service-level calculations for call types

• SL Aban Ignored

The Unified ICM/CCE Enterprise service level where abandoned tasks are ignored. Thecalculation removes tasks abandoned after the service-level threshold for the interval. Derivedfrom: (Call_Type_Interval.ServiceLevelCalls / (Call_Type_Interval.ServiceLevelCallsOffered-Call_Type_Interval.ServiceLevelAband))

• SL Aban Positive

The Unified ICM/CCE Enterprise service level where abandoned tasks positively impact theservice level. This calculation treats abandoned tasks as though they were connected withinthe service-level threshold for interval. Derived from: ((Call_Type_Interval.ServiceLevelCalls+ Call_Type_Interval.ServiceLevelAband) / Call_Type_Interval.ServiceLevelCallsOffered)

• SL Aban Negative

The Unified ICM/CCE Enterprise service level where abandoned tasks negatively impactthe service level. This calculation treats abandoned tasks as though they had exceeded theservice-level threshold for the interval. Derived from: (Call_Type_Interval.ServiceLevelCalls/ Call_Type_Interval.ServiceLevelCallsOffered)

Example Service-Level Calculations

In a Unified ICM environment, services are used to calculate service levels. Service reportsdisplay this service-level data. These reports are not appropriate for IP Contact Centers.

The following are the service-level calculations for services:

• SL Aban Ignored

The Unified ICM/CCE Enterprise service level where abandoned tasks are ignored. Thecalculation removes tasks abandoned after the service-level threshold for the interval. Derivedfrom: (Service_Interval.ServiceLevelCalls / (Service_Interval.ServiceLevelCallsOffered-Service_Interval.ServiceLevelAband))

• SL Aban Positive

The Unified ICM/CCE Enterprise service level where abandoned tasks positively impact theservice level. This calculation treats abandoned tasks as though they were connected withinthe service-level threshold for the interval. Derived from: ((Service_Interval.ServiceLevelCalls+ Service_Interval.ServiceLevelAbandToHalf) /Service_Half_Hour.ServiceLevelCallsOffered)

• SL Aban Negative

The Unified ICM/CCE Enterprise service level where abandoned tasks negatively impactthe service level. This calculation treats abandoned tasks as though they had exceeded theservice-level threshold for the interval. Derived from: (Service_Interval.ServiceLevelCalls/Service_Interval.ServiceLevelCallsOffered)


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Service Levels

Services

For Unified ICM deployments, a service refers to a particular type of processing required bythe caller. Services are configured to map to an application on the peripheral that provides theservice. For example, a Service on Unified ICM might map to an Application on Aspect or toa VDN on Avaya.

Every call routed to a peripheral must have an associated peripheral Service. The applicationon the peripheral provides the call treatment, and Service reports are used to measure the customerexperience across peripheral services.

A single peripheral might have several services defined such as Sales, Technical Support, andCustomer Accounts.

You can determine the service level for a service as well as how abandoned calls impact theservice level.

In an Unified CCE environment, calls are routed through IVRs rather than services. Thereforemost service reports are not applicable in an Unified CCE environment. However, for both aUnified ICM environment and a Unified CCE environment, use the historical IVR peripheralservice reports and the historical IVR trunk group reports for measuring the performance ofyour IVRs.

Short Calls

A short call is a call that is either abandoned very quickly or answered and terminated veryquickly. By defining what you believe to be a short call, you can filter out from reporting metricsthose calls that did not stay in the system long enough to be considered and counted as events.

You can configure the number of seconds for an abandoned short call and the number of secondsfor an answered short call.

Skill Groups

An agent skill group is a collection of agents at a single contact center who share a common setof competencies and can handle the same types of requests.

An Enterprise Skill Group is a configured entity that serves to group a collection of skill groupson different peripherals. Configuring them allows you to report on skill groups across all ACDs,thus providing an enterprise view.

A peripheral skill group is a skill group associated with a specific single peripheral (ACD, PBX,IVR) in the contact center enterprise.


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Skill Groups

Unified ICM/CCE Database Fields Used in ReportsThis section lists the schema tables and descriptions for available fields taken from those tables

This chapter contains the following topics:

• Fields Used for Agent Reports, page 127• Fields Used for Call Type Reports, page 137• Fields Used for Service Reports, page 155• Fields Used for Enterprise and Peripheral Skill Group Reports, page 166• Fields Used for the IVR Ports Performance Historical Report, page 181

Fields Used for Agent Reports

These tables contain descriptions for fields that are available by default in the stock templatesfor agent and agent skill group reports:

• Agent_Interval (page 127)

• Agent_Real_Time (page 128)

• Agent_Skill_Group_Interval (page 131)

• Agent_Team (page 137)

Agent_Interval

Available fields for the Agent Historical All Fields Report (page 7) template derive data foravailable fields from the following columns in the Agent_Interval table.


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DescriptionSchema Column NameName in Template

Identifies the agent.SkillTargetIDAgent

Total time, in seconds, the agent was in the NotActive state during the interval.

AvailTimeAgent Avail Time

Total time, in seconds, the agent was logged intothis Media Routing Domain during the interval.

LoggedOnTimeAgent Logged On Time

Total time, in seconds during the interval thatthe agent was in the Not Ready state (a state in

NotReadyTimeAgent Not Ready

which agents are logged on, but are neitherinvolved in any call handling activity, noravailable to handle a call).

Identifies the agent.SkillTargetIDSkillTargetID

Agent_Real_Time

Available fields in the following reports are populated by this table:

• Agent Real Time All Fields Report (page 15)

• Agent Skill Group Real Time All Fields Report (page 24)

• Agent Team Real Time All Fields (page 34)


The number of calls associated with the skillgroup that the agent is working on.

CallInProgressActive Tasks

Reserved for future use.AgentStatusAgent Status

Whether or not the agent is available to accepta task in this media routing domain:

AvailableInMRDAvail In MRD

• 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 mediarouting domain (MRD) if the agent's statein that MRD is anything other than NotReady, and the agent is not at the agent'smaximum task limit for the MRD, and theagent is not working on a non-interruptibletask in another MRD.


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If an agent is ICM-available, then ICM canassign tasks to the agent. If an agent isApplication-available, then the applicationcan assign tasks to the agent. In the formercase, only ICM can assign tasks to the agent.In the latter, only the application can assigntasks to the agent.

The campaign ID for the campaign associatedwith this call.

CampaignIDCampaign ID

This field is applicable to Outbound Optiononly, which is not currently supported forCUIC.

The account number of the caller with whomthe agent is speaking.

CustomerAccountNumberCustomer Account Number


The phone number of the caller with whom theagent is

CustomerPhoneNumberCustomer Phone Number


The Central Controller date and time at the startof the interval.

DateTimeDate Time

The date and time of the agent's last modechange in this Media Routing Domain.

DateTimeLastModeChangeDate Time Last Mode

An agent has a mode with respect to eachMedia Routing Domain the agent is logged into. These modes are either routable or notroutable.

Date and time of the agent's last state changein this Media Routing Domain.

DateTimeLastStateChangeDate Time Last State Change

The date and time of the agent's last task levelchange in this Media Routing Domain.

DateTimeTaskLevelChangeDate Time Task Level

Direction of call agent is currently working on:NULL= None 0 = None 1 = In 2 =Out 3 =Other

DirectionsDirection

The phone extension into which the agent islogged.

ExtensionExtension

The Central Controller date and time at the startof the interval.

DateTimeLast Time Changed


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The date and time that the agent logged in. Theformat is MM/DD/YYYY (month, day, year)and HH:MM:SS (hour, minute, second) format.

DateTimeLoginLogOn Date Time

The maximum number of tasks associated withthis Media Routing Domain on which this agentcan work simultaneously.

MaxTasksMax Tasks

The mode by which the agent is connected(populated for CCE only):

PhoneTypeMobile Agent Mode

0 = Not Mobile (Local agent; normalACD/CCE phone 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)

For a mobile agent (an agent workingremotely), the current phone number. Populatedfor CCE only.

RemotePhoneNumberMobile Agent Phone Number

The device target the agent is logged on to.This applies to CCE agents only.

NetworkTargetIDNetwork Target ID

Extension the agent is currently working on.OnHoldOn Hold

The query rule belonging to the campaignidentified by the CampaignID.

QueryRuleIDQuery Rule ID


Indicates whether the agent is routable withrespect to this Media Routing Domain.

RoutableRoutable Text

Number of calls currently queued for the agentat the CallRouter.

RouterCallsQueueNowRouter Calls Queue Now

The time when the longest call in queue wasqueued for the agent.

RouterLongestCallQRouter Longest Call Q

Identifies the service for the call the agent iscurrently working on.

SkillGroupSkillTargetIDSkill Group Skill Target ID

If this agent is not working on a task in thisMedia Routing Domain, this field is zero.

If the agent is working on only one task in thisMedia Routing Domain, this field is the ID ofthe service associated with that task.


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If the agent is working on more than one taskin this Media Routing Domain, and at least oneof these tasks is ACTIVE, this field is the IDof the service associated with one of thoseactive tasks.

Otherwise, this field is the ID of the serviceassociated with one of the tasks the agent isworking on.

Agent_Skill_Group_Interval

Available fields for the Agent All Fields Historical Report (page 7), the Agent Skill GroupHistorical (page 18), and Agent Team Historical All Fields Report (page 29) templates derivedata from the following columns in the Agent_Skill_Group_Interval table.



AbandonRingCallsAband Calls Ring Time


During the interval, the total number ofoutbound ACD calls an agent associated with

AgentOutCallsOnHoldAgent Out Calls On Hold

this skill group ended and that were placed onhold at least once during the life of the call.

The value is counted when the after-call workassociated with the call (if any) is completed,and the database is updated every interval.

During the reporting interval, the total numberof seconds outbound ACD calls were placed

AgentOutCallsOnHoldTimeAgent Out Calls On Hold Time

on hold by an agent associated with this skillgroup. This value is updated in the databasewhen after-call work associated with the call(if any) is completed.

Total talk time, in seconds, for outbound ACDcalls handled by an agent associated with thisskill group that ended during the interval.

AgentOutCallsTalkTimeAgent Out Calls Talk Time

The value includes the time spent from the callbeing initiated by the agent to the time theagent begins after call work for the call.

Not currently supported.AgentTerminatedCallsAgent Terminated Calls


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The sum of the answer wait times of all tasksanswered during the interval by an agentassociated with this skill group.

AnswerWaitTimeAnswer Wait Time

The total number of AutoOut (predictive) callsmade by an agent associated with this skillgroup that ended during the interval.

AutoOutCallsAuto Out Calls

The total handle time, in seconds, for AutoOut(predictive) calls handled by an agent

AutoOutCallsTimeAuto Out Calls Time

associated with this skill group that endedduring the interval.

Total talk time, in seconds, for AutoOut(predictive) calls handled by an agent

AutoOutCallsTalkTimeAuto Out Calls Talk Time


Total time in seconds an agent associated withthis skill group was in the Not_Active state

AvailTimeAvail Time

with respect to this skill group during thereporting interval. AvailTime is included inthe calculation of LoggedOnTime.

During the interval, the number of callsassociated with an agent associated with the

BargeInCallsBarge In Calls

skill group barged in on either by thesupervisor or by the agent .

This field is applicable for CCE Enterpriseonly.

Number of seconds an agent spent in theBusyOther state with respect to this skill groupduring the interval.

BusyOtherTimeBusy Other Time

BusyOtherTime is included in the calculationof LoggedOnTime.

Number of callback messages processed by theagent during the interval. This field applicableonly to the Aspect ACD.

CallbackMessagesCallback Messages

Number of seconds the agent spent processingcallback messages during the interval. Thisfield applicable only to the Aspect ACD.

CallbackMessagesTimeCallback Messages Time

Number of calls answered by an agentassociated with this skill group during theinterval

CallsAnsweredCalls Answered

During the interval, the number of incomingcalls the agent was conferenced into. Incomingcalls include ACD and non-ACD calls.

ConferenceInCallsConference In Calls


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This value is counted when the agent drops offthe call or the call becomes a simple two-partycall.

During the interval, the number of seconds anagent associated with this skill group wasinvolved in incoming conference calls.

ConferencedInCallsTimeConferenced In Calls Time

During the interval, the number of conferencecalls the agent initiated.

ConferenceOutCallsConference Out Calls

During the interval, the number of seconds thatan agent spent on conference calls that heinitiated.

ConferenceOutCallsTimeConferenced Out Calls Time

The number of consultative calls made by anagent associated with this skill group that endedin the interval.

ConsultativeCallsConsultative Calls

During the interval, the number of secondsagents spent handling consultative calls withat least one ACD call on hold.

ConsultativeCallsTimeConsultative Calls Time

The current date and time stamp when therecords are written to the HDS database.

DbDateTimeDbDateTime

During the interval, the number of emergencyassist requests made either by the agent or bythe supervisor.

EmergencyAssistCallsEmergency Assist Calls

This field is applicable for CCE Enterpriseonly.

Handle time includes the time spent from thecall being answered by the agent to the time

HandledCallsTalkTimeHandled Calls Talk Time

the agent completed after call work time forthe call.

The time in seconds an agent spent on callsthat were handled within the interval.

HandledCallsTimeHandled Calls Time

Number of seconds where all calls to the agentare on hold during the interval. HoldTime is

HoldTimeHold Time

counted only while the agent is doing no othercall-related activity.

HoldTime is included in the calculation ofLoggedOnTime.

During the reporting interval, the total numberof internal calls that an agent associated with

InCallsOnHoldInCallsOnHold

this skill group ended and that were ever placedon hold. The value is counted when theafter-call work time associated with the call (ifany) is completed, and the database is updatedevery reporting.


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During the reporting interval, the total numberof seconds spent on hold by internal calls anagent associated with this skill group ended.

InCallsOnHoldTimeInCallsOnHoldTime

During the interval, the total number of internalcalls that an agent associated with this skill

IntCallsOnHoldIntCallsOnHold

group ended in this interval that were everplaced on hold.

During the interval, the total number of secondsspent on hold by internal calls an agentassociated with this skill group ended.

IntCallsOnHoldTimeIntCallsOnHoldTime

During the interval, the number of callsintercepted either by the supervisor or by theagent. This field is applicable for CCE only.

InterceptCallsIntercept Calls

Number of internal calls an agent associatedwith this skill group ended during the interval.

InternalCallsInternal Calls

Number of internal calls associated with thisskill group that were received by an agent andthat ended during the interval.

InternalCallsRcvdInternal Calls Rcvd

The total number of seconds spent on internalcalls associated with this skill group that werereceived by an agent that ended in the interval.

InternalCallsRcvdTimeInternal Calls Rcvd Time

Total number of seconds an agent associatedwith this skill group spent on internal calls thatended during the interval.

InternalCallsTimeInternal Calls Time

This field not currently supported.InterruptedTimeInterrupted Time

The number of calls monitored either by thesupervisor or by the agent. This field isapplicable for CCE only.

MonitorCallsMonitor Calls

During the interval, the number of Networkconference calls the agent initiated.

NetConferencedOutCallsNetConferencedOut

During the interval, the number of seconds theagent spent on Network conference calls thatthey initiated.

NetConfOutCallsTimeNetConfOutCallsTime

During the interval, the number of Networkconsultative calls completed by agents with atleast one call on hold.

NetConsultativeCallsNet Consultative Calls

During the interval, the number of secondsagents spent handling a Network consultativecall with at least one call on hold.

NetConsultativeCallsTimeNet Consultative Calls Time

Number of calls Network (Blind andConsultative) transferred out by the agentduring the interval.

NetTransferredOutCallsNet Transferred Out Calls


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Total seconds an agent was in the Not Readystate with respect to this skill group during theinterval.

NotReadyTimeNot Ready Time

NotReadyTime is included in the calculationof LoggedOnTime.

Total number of outbound Preview calls madeby an agent associated with this skill group thatended during the interval.

PreviewCallsPreview Calls

Total talk time, in seconds, for outboundPreview calls handled by an agent associated

PreviewCallsTalkTimePreview Calls Talk Time

with this skill group that ended during theinterval.

Total handle time, in seconds, for OutboundPreview calls handled by an agent associated

PreviewCallsTimePreview Calls Time


The total number of ended outbound Previewcalls that an agent associated with this skill

PreviewCallsOnHoldPreview Calls On Hold

group have placed on hold at least once duringthe interval.

Number of internal calls an agent associatedwith this skill group ended during the interval.

PreviewCallsOnHoldTimePreview Calls On Hold Time

A unique ID assigned to each record and usedinternally by the Unified ICM/CCE softwareto track the record.

Recovery KeyRecovery Key

During the interval, the number of ACD callsto the skill group that rang at an agent'sterminal and redirected on failure to answer.

RedirectCallsRedirect Calls

During the interval, the number of secondsACD calls to the skill group rang at an agent's

RedirectCallsTimeRedirect Calls Time

terminal before being redirected on failure toanswer.

Number of reservation calls. This shouldalways equal to the ReserveCallsOnHold.

ReserveCallsReserve Calls

The total number of reservation calls placedon hold at least once during the interval.

ReserveCallsOnHoldReserve Calls On Hold

The time the reservation call has been on holdduring the interval.

ReserveCallsOnHoldTimeReserve Calls On Hold Time

This is the talk time for the reservation call. Itshould be either zero or a few seconds. This iscounted using Call State.

ReserveCallsTalkTimeReserve Calls Talk Time

This is the sum of the above two columns. Thisis counted using Call State.

ReserveCallsTimeReserve Calls Time


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How long an agent is in Reserved state. Thisis counted using Agent State.

ReservedStateTimeReserved Time

During the interval, the number of callsanswered by an agent associated with this skill

ShortCallsShort Calls

group where the duration of the calls falls shortof the AnsweredShortCalls threshold.

The SkillTargetID of the agent. Together withSkillGroupSkillTargetID, this identifies theskill group member.

SkillTargetIDSkillTargetID

Number of calls for which an agent receivedsupervisor assistance during the interval.

SupAssistCallsSupAssistCalls

Number of seconds an agent associated withthis skill group spent on supervisor-assistedcalls during the interval.

SupAssistCallsTimeSupAssistCalls Time

The number of seconds the agent spent talkingon AutoOut (predictive) calls during theinterval.

TalkAutoOutTimeTalk Auto Out Time

Number of seconds that an agent in the skillgroup spent talking on other calls (neither

TalkOtherTimeTalk Other Time

inbound or outbound) during the interval.Examples: agent-to-agent transfers andsupervisor calls.

TalkOtherTime is included in the calculationof TalkTime and LoggedOnTime.

Number of seconds an agent associated withthis skill group spent talking on external

TalkOutTimeTalk Out Time

outbound or consultive transfer calls duringthe interval.

The number of seconds the agent spent talkingon outbound Preview calls during the interval.

TalkPreviewTimeTalk Preview Time

This is how long an agent is in Talking statesince the reservation call is connected to theagent.

TalkReserveTimeTalk Reserve Time

Number of seconds an agent associated withthis skill group spent talking on inbound ACD

TalkInTimeTalk In Timee

calls (neither internal nor outbound) during theinterval.

The time zone for the date and time. The valueis the offset in minutes from GMT.

TimeZoneTime Zone

Number of seconds an agent associated withthis skill group spent handling transferred incalls that ended during the interval.

TransferredInCallsTimeTransferredInCalls Time


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During the interval, the number of callscoached either by the supervisor or by theagent.

WhisperCallsWhisper Calls

Total time in seconds an agent associated withthis skill group was in the Work Not Readystate during the interval.

WorkNotReadyTimeWork Not Ready Time

Total seconds an agent in the skill group wasin the Work Ready state for tasks associated

WorkReadyTimeWork Ready Time


The total time in HH:MM:SS (hours, minutes,seconds) that the agent spent in wrap-uponincoming and outgoing tasks in the interval.

Calculated field derived from:(Agent_Skill_Group_Interval.WorkNotReadyTime +

Wrap Time

Agent_Skill_Group_Interval.WorkReadyTime)

Agent_Team

Agent templates derive data for hidden fields from the following columns in the Agent_Teamtable.


A unique identifier for the agent team.agentteamidAgent Team

The agent who is the primary supervisor forthe team.

PriSupervisorSkillTargetIDPriSupervisor Skill Target ID

Fields Used for Call Type Reports

These tables contain descriptions for fields that are available by default in the stock templates:

• Bucket_Intervals (page 137)

• Call_Type_Interval (page 138)

• Call_Type_Real_Time (page 143)

• Call_Type_Skill_Group_Interval (page 151)

Bucket_Intervals

The Call Type Abandon/Answer Distribution (page 43) and Call Type Historical All Fields(page 48) templates derive data for available fields from the following column in theBucket_Intervals table.


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The ID of Bucket Interval used to generatethe following AnsInterval and AbandIntervalfields in the Call_Type_Interval.

BucketIntervalIDBucketIntervalID

Upper bound in seconds of intervals 1 - 9IntervalUpperBound1 -IntervalUpperBound9

Call_Type_Interval

Available fields from the Call Type Historical All Fields (page 48) and Call TypeAbandon/Answer Distribution (page 43) templates are derived from this table.


Number of calls abandoned / answered withininterval 1.

AbandInterval1

AnsInterval1

Ans and Aban Interval 1


AbandInterval2

AnsInterval2



AbandInterval3

AnsInterval3



AbandInterval4

AnsInterval4



AbandInterval5

AnsInterval5



AbandInterval6

AnsInterval6


Number of calls abandoned / answered withininterval 7

AbandInterval7

AnsInterval7



AbandInterval8

AnsInterval8



AbandInterval9

AnsInterval9



AbandInterval10

AnsInterval10


The ID of Bucket Intervals from theBucket_Interval table used to generate the

BucketIntervalIDBucketIntervalID


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following AnsInterval and AbandIntervalfields in this record.

During the interval, calls that encounter anerror when the call is at the agent desktop.

AgentErrorCountError Count

These are calls that receive a TCD withCallDispositionFlag value 4.

Agent errors are counted in AgentErrorCount,and routing errors are counted in ErrorCount.

Total Error count = ErrorCount +AgentErrorCount.

The sum of answer wait time in seconds forall calls that were answered for the call typeduring the interval.

AnswerWaitTimeAns Wait Time

The total number of calls of this call typehandled in the interval.

CallsHandledCalls Handled

Termination_Call_Detail records generatedby agent PG with a CallDispositionFlag of 1are counted as CallHandled.

Number of calls handled in the interval thatwere queued in the Router at any time duringthe life of the call.

CallsQHandledCalls Q Handled

Number of calls that have been RedirectedOn No Answer in the interval.

CallsRONACalls RONA

This does not include calls that are reroutedusing the router requery feature. This is forcalls with a call disposition of 5.

The number of calls that executed a Labelnode or a Divert Label node in their routing

CallsRoutedNonAgentCalls Routed Non Agent

script; or were routed to a standard ACDwithout using a translation route in theinterval.

Number of calls of this type that have beenrouted during the interval.

CallsRoutedCalls Routed

Identifies the call type.CallTypeIDCall Type

The total time spent by calls of this call typethat abandoned within the interval.

CTDelayAbandTimeCall Delay Aband Time

This time begins when the call reaches theRouter or when the call changes CallTypesand ends when the call disconnects.

This time is reset if the CallType changes.


139




Does not include short calls.

During the interval, the total time that all thecalls spent at the VRU in the current call type.

CTVRUTimeCTVRU Time



For the interval, the total time spent by allcalls for this call type that abandoned at theagent's desktop before being answered.

DelayAgentAbandTimeDelay Agent Aban Time

This time is not reset if the CallType changes.


The total time spend by all calls for this calltype that abandoned while in the queue, forthis interval.

DelayQAbandTimeDelayQAban

During the interval, the number of calls thatresulted in an error condition, such as when

ErrorCountError Count

a routing script fails to find a target and thereis no default route defined.

The total handle time in seconds for handledcalls of this call type ending during theinterval.

HandleTimeHandle Time

HandleTime is the sum of the fieldsTalkTime, HoldTime and WorkTime fromthe Termination_Call_Detail record.

The total hold time in seconds for calls of thiscall type ending during the interval.

HoldTimeHold Time

During the interval, the number ofIncompleteCalls; which are calls that wererouted to an agent but failed to arrive.

IncompleteCallsIncomplete

An IncompleteCall can also be identified inthe Termination_Call_Detail record, as canany call with a CallDisposition of 7.

Number of calls routed with an announcementnode during the interval period.

NetworkAnnouncementNetwork Announcement

This node returns a label to the network thatspecifies the announcement to be played.

A unique ID assigned to each record and usedinternally by the Unified ICM/CCE softwareto track the record.

RecoveryKeyRecovery Key

Number of calls of this type that were routedto the Busy target during the interval.

ReturnBusyReturn Busy


140




Count of calls that executed a Release nodein their routing script in the interval.

ReturnReleaseReturn Release

Number of calls of this type that were routedto the Ring target during the interval.

ReturnRingReturn Ring

The total number of calls abandoned while inVRU (that is, while undergoing prompting or

TotalCallsAbandRouter Calls Aban

listening to voice menus options), callsabandoned while queued to skill group, andcalls abandoned at agent desktop

This field also includes abandons for callsthat are not in the queue; for example, whenthe caller hangs up while listening to a VRUprompt.

Therefore, the number of calls abandoned ata VRU before being queued isTotalCallsAband minusRouterCallsAbandToAgent andRouterCallsAbandQ. Does not include shortcalls.

The number of calls to the call type thatabandoned in the Router queue during theinterval.

RouterCallsAbandQRouter Calls Aban Q


The number of calls that abandoned at theagent desktop before being answered in theinterval.

RouterCallsAbandToAgentRouter Calls Aband To Agent


Termination_Call_Detail records generatedby agent PG with a CallDispositionFlag of 2are counted as RouterCallsAbandToAgent.

During the interval, the number of Routerqueue attempts that failed because the limitfor the call type was reached.

RouterQueueCallTypeLimitRouter Queue Limit Type

During the interval, the number of Routerqueue attempts that failed because the globalsystem limit was reached.

RouterQueueGlobalLimitRouter Queue Global Limit

Number of seconds calls of this type spent inthe Call Router queue during the interval.

RouterQueueWaitTimeRouter Queue Wait Time

The total number of calls of this call typeabandoned within the service level thresholdduring the interval.

ServiceLevelAbandAban within SL


141




The total number of calls of this call typeanswered within the Unified ICM servicelevel threshold during the interval.

ServiceLevelCallsService Level Calls

This field is incremented when the PG sendsthe answered event to the router within theservice level threshold.

The number of calls of this call type that hadservice level events during the interval.

ServiceLevelCallsOfferedService Level Offered

Calls are counted for service level purposesas soon as it is determined how the callcontributes to the service level calculation.

This determination is made when either theservice level timer passes, the call isanswered, or the caller abandons - whicheveroccurs first.

Calls that ended in Error state within SLthreshold within the interval.

ServiceLevelErrorService Level Error

Calls that redirected on no answer within SLthreshold within the interval.

ServiceLevelRONAService Level RONA


ServiceLevelTypeService Level Type

The total talk time in seconds for calls of thiscall type that were handled during the interval.

TalkTimeTalkTime

The time zone for the date and time. Thevalue is the offset in minutes from UTC(formerly called GMT).

TimeZoneTimezone

Count of the VRU handled calls marked asrouted to agents in the interval.

VruAssistedCallsVRUAssistedCalls

Count of the VRU calls marked as routed toagents as a result of caller difficulties in theinterval period.

VruForcedXferredCallsVRUForceXferredCalls

Count of the VRU calls marked as handled atVRU in the interval.

VruHandledCallsVRUHandledCalls

Count of the VRU unhandled calls that weremarked as routed to agents by caller requestin the interval.

VruOptOutUnhandledCallsVRUOptOutUnhandledCalls

Count of VRU calls marked with anyVRUProgress value other than the value inthe interval period.

VruOtherCallsVRUOtherCalls

Count of the VRU calls marked as routed toagents as a result of normal script procedurein the interval period.

VruScriptedXferredCallsVRUScriptXFerredCalls


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The total time that all calls spent at the VRUin the interval.

VRUTimeVRUTime

This is the total VRU time, whether the callwas queued or not.

Count of calls marked as Offered to VRU butnot handled in the interval.

VruUnhandledCallsVRUUnhandledCalls

Call_Type_Real_Time

Available fields in the Call Type Real Time All Fields (page 53) template are derived from thistable.


Within the current interval, the number of callsthat encountered an error when the call is atthe agent desktop.

AgentErrorCountHalfAgentErrorCountHalf

The number of calls that encounter an errorwhen the call is at the agent desktop sincemidnight.

AgentErrorCountTodayAgentErrorCountToday

The sum of answer wait time seconds for allcalls of this call type that were answered duringthe current interval.

AnswerWaitTimeHalfAnswerWaitTimeHalf

The sum of answer wait time seconds for allcalls answered for this call type during therolling five-minute interval.

AnswerWaitTimeTo5AnswerWaitTimeTo5

The sum of answer wait time in seconds forall calls of this call type answered sincemidnight.

AnswerWaitTimeTodayAnswerWaitTimeToday

Average number of seconds spent in theCallRouter queue for calls of this type that

AvgRouterDelayQHalfAvgRouterDelayQHalf

have been removed from the queue so farduring the current interval.

Average number of seconds spent in theCallRouter queue for calls of this type that arecurrently in queue.

AvgRouterDelayQNowAvgRouterDelayQNow

Average number of seconds spent in theCallRouter queue for calls of this type that

AvgRouterDelayQTo5AvgRouterDelayQTo5

were removed from the queue during therolling five- minute interval.

Average number of seconds spent in theCallRouter queue for calls of this type thatwere removed from the queue since midnight.

AvgRouterDelayQTodayAvgRouterDelayQToday


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The time spent by all calls for this call typethat abandoned before being answered duringthe current interval.

CallDelayAbandTimeHalfCallDelayAbandTimeHalf

The time spent by all calls for this call typethat abandoned before being answered withinthe rolling 5 minutes

CallDelayAbandTimeTo5CallDelayAbandTimeTo5

To determine the time that abandoned callsspend in the script before abandoning, subtractDelayQAbandTimeTo5 andDelayAgentAbandTimeTo5 fromCallDelayAbandTimeTo5.

The time spent by all calls for this call typethat abandoned before being answered sincemidnight.

CallDelayAbandTimeTodayCallDelayAbandTimeToday

To determine the time that abandoned callsspend in the script before abandoning, subtractDelayQAbandTimeToday andDelayAgentAbandTimeToday fromCallDelayAbandTimeToday

The number of calls answered by an agent inthe current interval.

CallsAnsweredHalfCallsAnsweredHalf

The number of calls answered by an agentduring the rolling five-minute interval.

CallsAnsweredTo5CallsAnsweredTo5

The number of calls answered by an agentsince midnight.

CallsAnsweredTodayCallsAnsweredToday

The number calls that are currently at the VRU.This includes calls that are in prompting at the

CallsAtVRUNowCallsatVRUNow

VRU (non-queued calls) and those in thequeue.

The number of errors for tasks of this type inthe current interval.

ErrorCountCalls Error

The total number of calls of this call typehandled in the current interval.

CallsHandledHalfCallsHandledHalf

Termination_Call_Detail records generated byagent PG with a CallDispositionFlag of 1 arecounted as CallHandled.

The total number of calls of this call typehandled since midnight.

CallsHandledTodayCallsHandledToday

The total number of calls of this call type thatleft the CallRouter queue during the rollingfive-minute interval.

CallsLeftQTo5CallsLeftQTo5

The total number of calls of this call typeoffered during the current interval.

CallsOfferedHalfCallsOfferedHalf


144




The number of calls of this call type offeredduring the rolling five-minute interval.

CallsOfferedTo5Offered 5

The total number of calls of this call typeoffered since midnight.

CallsOfferedTodayCallsOfferedToday

The number of tasks of this type that ICMsoftware routed to the Return nodes and tasks

This is a calculated field, derivedfrom:

Calls Other

that were Redirected On No Answer and tasks(Call_Type_Real_Time.ReturnBusythat were routed to non-agent targets such asa label during the interval.

+ Call_Type_Real_Time.ReturnRing +Call_Type_Real_Time.ReturnReleaseHalf +Call_Type_Real_Time.CallsRONAHalf+ Call_Type_Real_Time.CallsRouted NonAgentHalf)

The number of calls that have been RedirectedOn No Answer in the current interval.

CallsRONAHalfCallsRONAHalf

This does not include calls rerouted using therouter requery feature.

The number of calls that have been RedirectedOn No Answer in the rolling five-minuteinterval.

CallsRONATo5CallsRONATo5

This does not include calls rerouted using therouter requery feature.

The number of calls that have been RedirectedOn No Answer since midnight. This does not

CallsRONATodayCallsRONAToday

include calls rerouted using the router requeryfeature.

The number of calls that executed a Label nodeor a Divert Label node in their routing script;

CallsRoutedNonAgentHalfCallsRoutedNonAgentHalf

or were routed to a standard ACD withoutusing a translation route in the interval.

The number of calls that executed a Label nodeor a Divert Label node in their routing scriptin the rolling five-minute interval.

CallsRoutedNonAgentTo5CallsRoutedNonAgentTo5

The number of calls that executed a Label nodeor a Divert Label node in their routing script;

CallsRoutedNonAgentTodayCallsRoutedNonAgentToday

or were routed to a standard ACD withoutusing a translation route since midnight.

Number of calls of this type that have beenrouted since midnight.

CallsRoutedTodayCallsRoutedToday

Number of calls of this type that have beenrouted during the current interval.

CallsRoutedCallsRouted

Identifies the call type.CallTypeIDCall Type


145




The total time spent by calls of this call typethat abandoned calls within the current interval.

CTDelayAbandTimeHalfCTDelayAbandTimeHalf

This time begins when the call reaches theRouter or when the call changes CallTypes andends when the call disconnects.


The total time spent by calls of this call typethat abandoned calls within the rollingfive-minute interval.

CTDelayAbandTimeTo5CTDelayAbandTimeTo5



The total time spent by calls of this call typethat abandoned since midnight.

CTDelayAbandTimeTodayCTDelayAbandTimeToday



The Central Controller date and time at thestart of the interval when the row wasgenerated.

DateTimeDateTime

For the current interval, the total time spent byall calls for this call type that abandoned at theagent's desktop before being answered.

DelayAgentAbandTimeHalfDelayAgentAbandTimeHalf


For the rolling five-minute interval, the totaltime spent by all calls for this call type that

DelayAgentAbandTimeTo5DelayAgentAbandTimeTo5

abandoned at the agent's desktop before beinganswered.


For the interval, the total time spent by all callsfor this call type that abandoned at the agent'sdesktop before being answered.

DelayAgentAbandTimeTodayDelayAgentAbandTimeToday


The total time spend by all calls for this calltype that abandoned while in the queue, duringthe current interval.

DelayQAbandTimeHalfDelayQAbandTimeHalf


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The total time spend by all calls for this calltype that abandoned while in the queue, forthis rolling five-minute interval.

DelayQAbandTimeTo5DelayQAbandTimeTo5


The total time spend by all calls for this calltype that abandoned while in the queue, sincemidnight.

DelayQAbandTimeTodayDelayQAbandTimeToday


Number of calls since midnight that resultedan error condition, such as when a routing

ErrorCountTodayErrorCountToday

scriptfailed to find a target and there are nodefault routes defined.

The number of tasks that executed a Requalifyor Call Type node and flowed to another calltype during the rolling five minute interval.

OverflowOutTo5Flow Out 5

See OverflowOut (page 117).

The total handle time in seconds for all callsof this call type ending during the currentinterval.

HandleTimeHalfHandleTimeHalf

The total handle time in seconds for all callsof this call type ending during the rollingfive-minute interval.

HandleTimeTo5HandleTimeHalfTo5

The total handle time in seconds for all callsof this call type ending since midnight.

HandleTimeTodayHandleTimeHalfToday

The total hold time in seconds for calls of thiscall type ending during the current interval.

HoldTimeHalfHoldTimeHalf

The total hold time in seconds for calls of thiscall type ending during the rolling five-minuteinterval.

HoldTimeTo5HoldTimeTo5

The total hold time in seconds for calls of thiscall type ending since midnight.

HoldTimeTodayHoldTimeToday

The number of tasks of this type that ICMsoftware used default routing for during theinterval.

ICRDefaultRoutedTodayDefaultLabel

The master script currently scheduled for thecall type.

MasterScriptIDMasterScriptID

The number of calls routed with anannouncement node since midnight. This node

NetworkAnnouncementTodayNetworkAnnouncementToday

returns a label to the network that specifies theannouncement to be played.


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The number of tasks of this type for which theIXC used default routing during the current

NetworkDefaultRouted Flow Out5Network Routed

interval. For pre-routed tasks, the carrierdecides where to route the task.

Number of calls that were routed to aTermination node since midnight and thatspecified to use the network default.

NetworkDefaultRoutedTodayNetworkDefaultRoutedToday

This node returns a label to the network tellingit to apply its default treatment to the call.

Number of calls of this type for which the IXCused default routing during the current interval.

NetworkDefaultRoutedNetworkDefaultRouted

The number of calls that overflowed to anothercall type during the current interval.

OverflowOutHalfOverflowOutHalf

This field increments when a requalify or calltype node is executed in the script.

The number of calls that overflowed to anothercall type since midnight.This field increments

OverflowOutTodayOverflowOutToday

when a requalify or call type node is executedin the script.

Number of calls of this type that were routedto the Busy target since midnight.

ReturnBusyTodayReturnBusyToday

Number of calls of this type that were routedto the Busy target during the current interval.

ReturnBusyReturnBusy

Count of calls that executed a Release node intheir routing script in the current interval.

ReturnReleaseHalfReturnReleaseHalf

Count of calls that executed a Release node intheir routing script since midnight.

ReturnReleaseTodayReturnReleaseToday

Number of calls of this type that were routedto the Ring target since midnight.

ReturnRingTodayReturnRingToday

Number of calls of this type that the softwarerouted to the Ring target during the currentinterval.

ReturnRingReturnRing

Number of calls of this type abandoned in theRouter queue during the current interval.

RouterCallsAbandQHalfRouterCallsAbandQHalf

Number of calls of this type abandoned in theRouter queue during the rolling five-minuteinterval.

RouterCallsAbandQTo5RouterCallsAbandQTo5

Number of calls of this type abandoned in theRouter queue since midnight.

RouterCallsAbandQTodayRouterCallsAbandQToday

The number of calls that abandoned at theagent desktop before being answered in thecurrent interval.

RouterCallsAbandToAgentHalfRouterCallsAbandToAgentHalf


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The number of calls that abandoned at theagent desktop before being answered withinthe rolling five-minute interval.

RouterCallsAbandToAgentTo5RouterCallsAbandToAgentTo5

The number of calls that abandoned at theagent desktop before being answered sincemidnight.

RouterCallsAbandToAgentTodayRouterCallsAbandToAgentToday

Total number of seconds spent in queue for allcalls of this type currently in the CallRouterqueue.

RouterCallsQNowTimeRouterCallsQNowTime

This metric does not show calls in queue at thelocal ACD.

The time that the longest currently queued callfor this call type entered the CallRouter queue.

RouterLongestCallQRouterLongestCallQ

Number of calls of this type that left theCallRouter queue to be routed during thecurrent half- hour interval.

RouterQueueCallsHalfRouterQueueCallsHalf

Number of calls of this type that left theCallRouter queue to be routed during therolling five-minute interval.

RouterQueueCallsTo5RouterQueueCallsTo5

Number of calls of this type that left theCallRouter queue to be routed since midnight.

RouterQueueCallsTodayRouterQueueCallsToday

Number of seconds calls of this type spent inthe CallRouter queue during the currentinterval.

RouterQueueWaitTimeHalfRouterQueueWaitTimeHalf

Number of seconds calls of this type spent inthe CallRouter queue during the rollingfive-minute interval.

RouterQueueWaitTimeTo5RouterQueueWaitTimeTo5

Number of seconds calls of this type spent inthe CallRouter queue since midnight.

RouterQueueWaitTimeTodayRouterQueueWaitTimeToday

The script currently scheduled for the call type.ScriptIDScriptID

The total number of calls of this call typeabandoned within the service level thresholdduring the current interval.

ServiceLevelAbandHalfServiceLevelAbandHalf

The number of calls of this call type abandonedwithin the service level since midnight.

ServiceLevelAbandTodayServiceLevelAbandToday

The total number of calls of this call typeanswered within the service level thresholdduring the interval.

ServiceLevelCallsHalfServiceLevelCallsHalf

The number of calls of this call type that hada service level event during the current interval.

ServiceLevelCallsOfferedHalfServiceLevelCallsOfferedHalf

The number of calls of this call type that hadservice level events during the rollingfive-minute interval.

ServiceLevelCallsOfferedTo5ServiceLevelCallsOfferedTo5


149




The number of calls of this call type that hadservice level events since midnight.

ServiceLevelCallsOfferedTodayServiceLevelCallsOfferedToday

Calls are counted for service level purposes assoon as it is determined how the callcontributes to the service level calculation.

This determination is made when either theservice level timer passes, the call is answered,or the caller abandons - whichever occurs first.

The number of calls of this call type that hadbeen in queue longer than the service levelthreshold since midnight.

ServiceLevelCallsQHeldServiceLevelCallsQHeld

The total number of calls of the call typehandled within the service level during therolling five-minute interval.

ServiceLevelCallsTo5ServiceLevelCallsTo5

The total number of calls of the call typehandled within the service level sincemidnight.

ServiceLevelCallsTodayServiceLevelCallsToday

Calls that ended in Error state within SLthreshold within the current interval.

ServiceLevelErrorHalfServiceLevelErrorHalf

Calls that ended in Error state within SLthreshold since midnight.

ServiceLevelErrorTodayServiceLevelErrorToday

The service level for this call type during thecurrent interval.

ServiceLevelHalfServiceLevelHalf

The service level for this call type sincemidnight. This is derived from

ServiceLevelTodayServiceLevelToday

ServiceLevelCallsToday andServiceLevelCallsOfferedToday.

Calls that redirected on no answer within SLthreshold within the current interval.

ServiceLevelRONAHalfServiceLevelRONAHalf

Calls that redirected on no answer within SLthreshold within the rolling five-minuteinterval.

ServiceLevelRONATo5ServiceLevelRONATo5

Calls that redirected on no answer within SLthreshold since midnight.

ServiceLevelRONATodayServiceLevelRONAToday

The total talk time in seconds for calls of thiscall type ending during the current interval.

TalkTimeHalfTalkTimeHalf

The total talk time in seconds for calls of thiscall type ending during the rolling five-minuteinterval.

TalkTimeTo5TalkTimeTo5

A total of talk time in seconds for calls of thiscall type ending since midnight.

TalkTimeTodayTalkTimeToday


150




The total number of queued calls, non-queuedcalls, and calls that abandoned at the agentdesktop in the current interval.

TotalCallsAbandHalfTotalCallsAbandHalf

The total number of queued calls, non-queuedcalls, and calls that abandoned at the agentdesktop since midnight.

TotalCallsAbandTodayTotalCallsAbandToday

Call_Type_Skill_Group_Interval

Available fields in the Call Type Skill Group Historical All Fields (page 56) template are derivedfrom this table.


The sum of answer wait time in seconds forall calls that were answered for the call type

AnswerWaitTimeAnswerWaitTime

associated with this skill group answeredduring the reporting interval.

Average delay in queue (in seconds) for callsremoved from the Router queue during the

AvgRouterDelayQAvgRouterDelayQ

reporting interval. RouterQueueWaitTime /RouterQueueCalls

During the reporting interval, calls associatedwith this skill group that encounter an errorwhen the call is at the agent desktop.

AgentErrorCountAgentErrorCount

Identifies the call type.CallTypeIDCallTypeID

The total time spent by calls of this call typeassociated with this skill group that abandoned

CallDelayAbandTimeCallDelayAbandTime

in the reporting interval. This time beginswhen the call reaches the Router and endswhen the call disconnects. Does not includeshort calls.

The total number of calls of this call typeassociated with this skill group answered byagents in the reporting interval.

CallsAnsweredCallsAnswered

The total number of calls of this call typeassociated with this skill group handled in thereporting interval.

CallsHandledCallsHandled

A handled call is:

• An incoming ACD call that was answeredby an agent and then Completed.

• A call associated with Outbound Optionthat the agent answered and thencompleted.


151




• A non-voice task that the agent startedworking on then completed.

A handled call/task is completed when theagent associated with the call/task finishes thewrap-up work associated with the call/task.

Calls that were counted as CallsOfferedRoutedbut reported against another skill group.

CallsReportedAgainstOtherCallsReportedAgainstOther

Number of calls associated with this skillgroup handled in the reporting interval that

CallsQHandledCallsQHandled

were queued in the Router at any time duringthe life of the call.

Number of calls associated with this skillgroup that was that have been Redirected OnNo Answer in the reporting interval.

CallsRONACallsRONA

During the reporting interval, the number ofrouter requery events for this callt ypeassociated with this skill group.

CallsRequeriedCallsRequeried

Number of calls associated with this skillgroup that were routed in the reporting interval

CallsRoutedNonAgentCallsRoutedNonAgent

without translation route in TDMenvironment.

Calls associated with this skill group that werehandled but not by the skill group to whichthey were originally routed.

CallsHandledNotRoutedCallsHandledNotRouted

The number of calls associated with this skillgroup that were routed by the CentralController.

CallsOfferedRoutedCallsOfferedRouted

Calls offered to a skill group that was notrouted.

CallsOfferedNotRoutedCallsOfferedNotRouted

The number of calls placed on hold at leastonce for the call type associated with the skillgroup during the reporting interval

CallsOnHoldCallsOnHold

The Central Controller date and time at thestart of the interval when the row wasgenerated.

DateTimeDateTime



For the reporting interval, the total time spentby all calls for this call type associated with

DelayAgentAbandTimeDelayAgentAbandTime

this skill group that abandoned at the agent'sdesktop before being answered.

The total time spend by all calls associatedwith this skill group for this call type that

DelayQAbandTimeDelayQAbandTime


152




abandoned while in the queue, for thisreporting interval.

During the reporting interval, the number ofcalls associated with this skill group thatresulted in an error condition,

ErrorCountErrorCount

The total handle time in seconds for handledcalls of this call type associated with this skill

HandleTimeHandleTime

group ending during the reporting interval.HandleTime is the sum of the fields TalkTime,HoldTime and WorkTime from theTermination_Call_Detail record.

During the reporting interval, the number ofIncompleteCalls;which are calls associated

IncompleteCallsIncompleteCalls

with this skill group that were routed to anagent but failed to arrive.

The max hold time in seconds for calls of thecall type associated with the skill group duringthe reporting interval

MaxHoldTimeMaxHoldTime

The number of calls overflowed to anothercall type during the reporting interval.This

OverflowOutOverflowOut

field increments when a requalify or call typenode is executed in the script.

Unique ID assigned to each record and usedinternally by the Unified ICM / Unified CCEsoftware to track the record.

RecoveryKeyRecoveryKey

The value indicates Half Hour boundaryinterval (0 - 47). Two 15 minute interval

ReportingHalfHourReportingHalfHour

records will have a unique half hour boundaryvalue.

The interval as configured in ConfigurationManager

ReportingIntervalReportingInterval

The number of calls to the call type associatedwith this skill group that abandoned in the

RouterCallsAbandQRouterCallsAbandQ

Router queue during the reporting interval.Does not include short calls.

The number of calls associated with this skillgroup that abandoned at the agent desktop

RouterCallsAbandToAgentRouterCallsAbandToAgent

before being answered in the reportinginterval. Does not include short calls.

Number of seconds calls of this calltypeassociated with this skill group spent in the

RouterQueueWaitTimeRouterQueueWaitTime

Call Router queue during the reportinginterval.


153




The number of tasks of the call type associatedwith this skill group assigned from the queueto be routed in the reporting interval.

RouterQueueCallsRouterQueueCalls

Incremented when the call is removed fromthe queue.

RouterCallsDequeuedRouterCallsDequeued

The number of calls associated with the skillgroup that were abandoned and de-queuedfrom this skill group.

RouterCallsAbandDequeuedRouterCallsAbandDequeued

Together with CallTypeID identifies call typeassociation with skill group in this table.

SkillGroupSkillTargetIDSkillGroupSkillTargetID

The total number of calls associated with thisskill group to the route that were too short to


be considered abandoned during the reportinginterval.

The total number of calls of this call typeassociated with this skill group abandoned

ServiceLevelAbandServiceLevelAband

within the service level threshold during thereporting interval.

The total number of calls of this call typeassociated with this skill group answered

ServiceLevelCallsServiceLevelCalls

within the Unified ICM service level thresholdduring the reporting interval.

The number of calls of this call type associatedwith this skill group that had service levelevents during the reporting interval.

ServiceLevelCallsOfferedServiceLevelCallsOffered

The Unified ICM service level for the call typeassociated with this skill group during thereporting interval.

ServiceLevelServiceLevel

Calls associated with this skill group thatended in Error state within SL threshold withinthe reporting interval.

ServiceLevelErrorServiceLevelError

Calls associated with this skill group thatredirected on no answer within SL thresholdwithin the reporting interval.

ServiceLevelRONAServiceLevelRONA

Service Level Type for the Skill Group usedto calculate Service level for the reportinginterval.

ServiceLevelTypeServiceLevelType

The number of queued calls associated withthis skill group that were de-queued within

ServiceLevelCallsDequeueServiceLevelCallsDequeue

the skill group Service Level threshold in thereporting interval.

The time zone for the date and time. The valueis the offset in minutes from GMT.

TimeZonetimezone


154




The total talk time in seconds for calls of thiscall type associated with this skill group thatwere handled during the reporting interval.

TalkTimetalktime

Fields Used for Service Reports


• Service_Interval (page 155)

• Service_Real_Time (page 162)

Service_Interval

Available fields for the Enterprise Service Historical All Fields (page 61) and the PeripheralService Historical All Fields (page 64) are derived from this table.


The sum of AnswerWaitTime inseconds for all calls answered for theservice during the last interval.

AnswerWaitTimeAnswer Wait Time

AnswerWaitTime is the elapsed timefrom when the call is offered at theperipheral, to when it is answered.

This includes all DelayTime,LocalQTime, and RingTime associatedwith the call.

For multimedia, the sum of the answerwait times of all tasks associated withthis service that began in this interval.

The average handled calls time inseconds for calls counted as handledby the service during the interval.

AvgTalkTimeATT

Number of seconds that AutoOut(predictive) calls were placed on holdby this service during the interval.

AutoOutCallsOnHoldTimeAuto Out Hold Time

This data element is based onHoldTime.


155




The value is counted when theafter-call work associated with the call(if any) has completed.

Number of ended AutoOut (predictive)calls that this service has placed onhold at least once.

AutoOutCallsOnHoldAuto Out Hold

The value is counted when theafter-call work time associated withthe call (if any) has completed.

Total talk time, in seconds, forAutoOut (predictive) calls handled by

AutoOutCallsTalkTimeAuto Out Talk Time

the service taht ended during theinterval.

This value includes the time spent fromthe call being initiated to the time theagent begins after-call work for thecall.

It is based on TalkTime. It thereforeincludes the HoldTime associated withthe call. AutoOutCallsTalkTime iscounted when the after-call work timeassociated with the call (if any) hascompleted.

Total handle time, in seconds, forAutoOut (predictive) calls handled by

AutoOutCallsTimeAuto Out Time

this service that ended during theinterval. Handle time includesWorkTime, TalkTime, and HoldTime.

The AutoOutCallsTime value includesthe time spent from the call beinginitiated to the time the agentcompletes after-call work time for thecall.

The value is counted when theafter-call work time associated withthe call (if any) has completed, and thedatabase is updated.

The average handled calls time inseconds for calls counted as handledby the service during the interval.

AvgTalkTimeATT

HandleTime is tracked only forinbound ACD calls that are counted ashandled for the service. HandleTime


156




is the time spent from the call beinganswered by the agent to the time theagent completed after-call work timefor the call.

This includes any TalkTime,HoldTime, and WorkTime associatedwith the call. The AvgHandleTimevalue is counted when the after-callwork time associated with the call iscompleted. The value is calculated asfollows: HandleTime / CallsHandled.

Number of incoming calls to theservice during the interval.

CallsIncomingIn Tasks (Incoming)

Incoming calls include only InboundACD calls arriving on trunks (that is,calls that are not internally generated).

Number of incoming calls plus internalcalls offered to the service during theinterval.

CallsOfferedOffered

Number of tasks routed by the ICMsoftware to the service during theinterval.

CallsRoutedRouted

Number of calls handled by the servicebut not otherwise accounted for duringthe interval.

CallsTerminatedOtherTerminated

These are calls that do not fit into thecriteria for handled, abandoned, ortransferred calls. They were terminatedfor other reasons, which may includedrop/no answer, forced busy, or timedout.

The current date and time stamp whenthe records are written to the HDS


database. The logger database hasNULL for this column.

Number of seconds that calls for theservice that were abandoned in queuewaited during the interval.

DelayQAbandTimeDelay Q Aban Time

These are calls that existed in the queuebut were abandoned before beinghandled by an agent or trunk device.

Sum of delay time of all calls to theservice in queue during the interval.

DelayQTimeDelay Time


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This field is populated from theLocalQTime.

Number of calls to the service thatwere determined to be closed following

ForcedClosedCallsForced Close

an interruption in data during theinterval.

ForcedClosedCalls are calls thatterminated because of errors trackingthe call's state transition. Calls maybecome forced closed if there is lackof events from the ACD's CTIinterfaces (for example, a lack of aDisconnect event, or failure on theswitch's CTI connection).

The total time in seconds that callswere handled for the service during theinterval.

HandleTimeHandle Time

The total time in seconds for calls tothe service that ended during theinterval.

HoldTimeHold Time

Longest time in seconds a call was inque

LongestCallAbandTimeLongest Aban

Longest time in seconds a call was inqueue for the service before beinganswered during the interval.

LongestCallDelayQTimeLongest Delay / Longest TaskDelay Q

Valid for multi-media only.NumMissingTasksMissing Tasks

The number of tasks whose Start TaskTimeout Period expired in this interval.

Number of calls that the peripheralre-targeted, or overflowed, into thisservice during the interval.

OverflowInFlow In

Number of calls that the peripheralre-targeted, or overflowed, out of this

OverflowOutFlow Out

service during the interval. The ICMsoftware keeps counts of the numberof calls moved out of each service orroute (overflowed out) and moved intoeach service or route (overflowed in).

Number of calls to the serviceanswered within the service level, as

PeriphServiceLevelCallsPeripheral SL Tasks

counted by the peripheral, during theinterval.


158




Number of offered calls used in theperipheral service level calculation forthe interval.

PeriphServiceLevelOfferPeripheral SL Offered

Peripheral service level during theinterval.

PeriphServiceLevelPeripheral SL

Number of seconds outbound Previewcalls were placed on hold by thisservice during the interval.

PreviewCallsOnHoldTimePreview Hold Time

This data element is based onHoldTime. The value is counted whenthe after-call work associated with thecall (if any) has completed.

Number of ended outbound Previewcalls that this service placed on hold atleast once.

PreviewCallsOnHoldPreview Hold


Total talk time, in seconds, foroutbound Preview calls handled by thisservice that ended during the interval.

PreviewCallsTalkTimePreview Talk Time


It is based on TalkTime fromTermination_Call_Detail. It thereforeincludes the HoldTime associated withthe call. PreviewCallsTalkTime iscounted when the after-call-work timeassociated with the call (if any) hascompleted.

Total handle time, in seconds, foroutbound Preview calls handled by this

PreviewCallsTimePreview Time

service that ended during the interval.Handle time includes WorkTime,TalkTime, and HoldTime.

The PreviewCallsTime value includesthe time spent from the call beinginitiated to the time the agentcompletes after-call work time for thecall.


159




The value is counted when theafter-call work time associated withthe call (if any) has completed, and thedatabase is updated.

Number of outbound Preview callsmade by this service that ended duringthe interval.

PreviewCallsPreview Hold


Currently not used, set to zero (0).RecoveryDayRecovery Day

A unique ID assigned to each recordand used internally by UnifiedICM/CCE to track the record.


Number of seconds agent reservationcalls were placed on hold by thisservice during the interval.

ReserveCallsOnHoldTimeReserve Hold Time

This data element is based onHoldTime. The value is counted whenthe after-call work associated with thecall (if any) has completed.

Number of completed agent reservationcalls that this service placed on hold atleast once.

ReserveCallsOnHoldReserve Hold


Total talk time, in seconds, for agentreservation calls handled by the servicethat ended during the interval.

ReserveCallsTalkTimeReserve Talk Time


It is based on TalkTime. It thereforeincludes the HoldTime associated withthe call. ReserveCallsTalkTime iscounted when the after-call work timeassociated with the call (if any) hascompleted.

The ReserveCallsTime value includesthe time spent from the call being

ReserveCallsTimeReserve Time


160




initiated to the time the agentcompletes after-call work time for thecall. The value is counted when theafter-call work time associated withthe call (if any) has completed.

Number of agent reservation callsmade by this service that ended duringthe interval.

ReserveCallsReserved


Number of calls to the serviceabandoned within the service level

ServiceLevelAbandSL Aban

threshold during the interval. Set tozero for non-voice tasks.

Number of calls to the service that hadservice level eventsduring the interval.

ServiceLevelCallsOfferedSL Offered

Number of calls to the serviceanswered within the ICM service levelthreshold during the interval.

ServiceLevelCallsSL Tasks

Number of calls to the service duringthe interval that were too short to beconsidered abandoned.


Time, in seconds, accumulated by callsthat were too short to be counted asabandoned during the interval.

ShortCallsTimeShort Tasks Time

These calls were abandoned before theabandoned call wait time expired.

The SkillTargetID of this service.Foreign key from the Service table.

SkillTargetIDSkill Target ID

The number of seconds that agentsspent in the ACTIVE state or the

TalkTimeTalk Time

PAUSED state for tasks associatedwith this service that ended in thisinterval.

Number of calls handled by the servicebut not otherwise accounted for during

CallsTerminatedOtherTerm

the interval. These are calls that do notfit into the criteria for handled,abandoned, or transferred calls.

The time zone for the date and time.The value is the offset in minutes fromUTC (formerly called GMT).

TimeZoneTimeZone


161



Service_Real_Time

Available fields for the Peripheral Service Real Time All Fields (page 68) template are derivedfrom this table.


Number of service agents currently in thetalking state.

AgentsTalkingTalking

Sum of answer wait time in seconds for allincoming calls to the service during the rollingfive-minute interval.

AnswerWaitTimeTo5Answer Wait Time 5

Sum of answer wait time in seconds for allincoming calls to the service during the currentinterval.

AnswerWaitTimeHalfAnswer Wait Time 30

Sum of answer wait time in seconds for allincoming calls to the service since midnight.

AnswerWaitTimeTodayAnswer Wait Time Today

Average talk time in seconds for calls to theservice ending during the rolling five-minuteinterval. The value is calculated as follows:

AvgTalkTimeTo5ATT5

Number of agents currently talking on AutoOut(predictive) calls for the service.

AutoOutCallsNowAutoOutTasksNow

Average delay for calls currently in queue forthe service.

AvgDelayQNowAvg Delay Q Now

Number of calls to the service abandoned whilein queue or ringing during the rollingfive-minute interval.

CallsAbandQHalfTasks Aban Q 30

Number of calls to the service abandoned whilein queue or ringing since midnight.

CallsAbandQTodayTasks Aban Q Today


CallsAnsweredTo5Ans5

Sum of answer wait time in seconds for allincoming calls to the service during the currentinterval.

CallsAnsweredHalfAns30


CallsAnsweredTodayAnsToday

Number of calls handled for this service duringthe current interval.

CallsHandledHalfHandled 30

The total number of calls of this call typehandled during the rolling five-minute interval.

CallsHandledTo5Handled 5

The total number of calls of this call typehandled since midnight.

CallsHandledTodayHandled Today


162




Number of incoming calls to the service duringthe rolling five-minute interval.

CallsIncomingTo5Incoming 5

Number of incoming calls for this service duringthe current interval.

CallsIncomingHalfIncoming 30

Number of incoming calls for this service sincemidnight.

CallsIncomingTodayIncoming Today

Number of incoming calls for the servicecurrently in progress.

CallsInNowTasks In Now

Number of calls to the service that wereremoved from queue during the rolling

CallsLeftQTo5Tasks Left Q 5

five-minute interval (used to calculate expecteddelay).

Number of calls offered to the service duringthe rolling five-minute interval.

CallsOfferedTo5Offered 5

Number of incoming calls plus internal callsoffered to this service during the currentinterval.

CallsOfferedHalfOffered 30

Number of incoming calls plus internal callsoffered to this service since midnight.

CallsOfferedTodayOffered Today

Number of outbound calls made by agents forthe service during the current interval.

CallsOutTo5Tasks Out 5

Number of outbound calls by agents for theservice that are currently in progress.

CallsOut NowTasks Out Now

Number of calls routed to this service by theUnified ICM software for the current interval.

CallsRoutedHalfTasks Routed 30

Total time of all calls to the service currently inqueue.

CallsQNowTimeTasks Q Time Now

Number of calls routed to this service by theUnified ICM software since midnight.

CallsRoutedTodayTasks Routed Today

Number of calls offered to the service but nototherwise accounted for during the rollingfive-minute interval.

CallsTerminatedOtherTo5Terminated Other 5

Number of calls offered to the service but nototherwise accounted for during the currentinterval.

CallsTerminatedOtherHalfTerminated Other 30

These are calls that do not fit into the criteriafor handled, abandoned, or transferred calls.They were terminated for other reasons, whichmay include drop/no answer, forced busy, ortimed out.

Number of calls offered to the service but nototherwise accounted for since midnight.

CallsTerminatedOtherTodayTerminated Other Today


163




Sum of delay time of all calls to the serviceabandoned in queue during the rollingfive-minute interval.

DelayQAbandTimeTo5Delay Q Aban 5

Predicted delay for any new call added to theservice queue. This is valid only if no agentsare available.

ExpectedDelayExpected Delay

Total handle time in seconds for calls to theservice ending during the current interval.

HandleTimeHalfHandle Time 30

Total handle time in seconds for calls to theservice ending during the rolling five-minuteinterval.

HandleTimeTo5Handle Time 5

Total handle time in seconds for calls to theservice since midnight.

HandleTimeTodayHandle Time Today

The total hold time in seconds for calls to theservice that ended during the rolling five-minuteinterval.

HoldTimeTo5Hold Time 5

The total hold time in seconds for calls to theservice that ended during the current interval.

HoldTimeHalfHold Time 30

The total hold time in seconds for calls to theservice that ended since midnight.

HoldTimeTodayHold Time Today

Number of calls the peripheral overflowed intothis service during the current interval.

OverflowInHalfFlow In 30

The service accepts overflow in calls if the delayfor the longest delayed call is less then thisvalue.

OverflowInModeFlow In Mode

If 0, the service always accepts overflow incalls; if 127, the service never accepts overflowin calls.

Number of calls overflowed into this servicethat are currently queued or in progress.

OverflowInNowFlow In Now

Number of calls overflowed into this servicesince midnight.

OverflowInTodayFlow In Today

Number of calls overflowed out of this serviceduring the current interval.

OverflowOutHalfFlow Out 30

The service attempts to overflow out calls if thedelay for the longest delayed call is greater thanthis value.

OverflowOutModeFlow Out Mode

If 0, the service attempts to overflow out allcalls; if 127, the service never attempts tooverflow out calls.

The number of tasks that have overflowed outof this service to some other service (call it

OverflowOutNowFlow Out Now


164




service X) and have not overflowed out ofservice X.

Number of calls overflowed out of this servicesince midnight.

OverflowOutTodayFlow Out Today

Service level for the service calculated by theperipheral during the rolling five-minuteinterval.

PeriphServiceLevelTo5Peripheral Service Level 5

Service level for the service calculated by theperipheral during the current interval.

PeriphServiceLevelHalfPeripheral Service Level 30

Service level for the service calculated by theperipheral since midnight.

PeriphServiceLevelTodayPeripheral Service Level Today

Number of offered calls used to calculate theperipheral service level for the current interval.

PeriphServiceLevelOfferHalfPeripheral Service Level Offer 30

Number of offered calls used to calculate theperipheral service level since midnight.

PeriphServiceLevelOfferTodayPeripheral Service Level OfferToday

Number of calls to the service handled withinthe peripheral service level during the currentinterval.

PeriphServiceLevelCallsHalfPeripheral Service Level Tasks 30

Number of calls to this service handled withinthe peripheral service level since midnight.

PeriphServiceLevelCallsTodayPeripheral Service Level TasksToday

Number of calls to the service for which aservice level event occurred during the rollingfive-minute interval.

ServiceLevelCallsOfferedTo5Service Level 5 Offered

Number of calls to the service for which aservice level event occurred during the currentinterval.

ServiceLevelCallsOfferedHalfService Level Half 30

Number of calls to the service abandoned withinthe service level threshold during the currentinterval.

ServiceLevelAbandHalfService Level Half Aban

Number of calls to the service for which aservice level event occurred during the currentinterval.

ServiceLevelCallsOfferedHalfService Level Half Offered

Number of calls to the service answered withinthe service level threshold during the currentinterval.

ServiceLevelCallsHalfService Level Half Tasks

Number of calls to the service currently queuedfor longer than the service level threshold.

ServiceLevelCallsQHeldService Level Tasks Q Held

Number of calls to the service abandoned withinthe service level threshold since midnight.

ServiceLevelAbandTodayService Level Today Aban

Number of calls to the service for which aservice level event occurred since midnight.

ServiceLevelCallsOfferedTodayService Level Today Offered

Number of calls to the service that wereanswered within the service level threshold sincemidnight.

ServiceLevelCallsTodayService Level Today Tasks


165




Unfied ICM service level for the service sincemidnight.

ServiceLevelTodayService Level Today

The current mode of the service (Day, Night,Open, etc.)

ServiceModeIndicatorService Mode Indicator

Total talk time in seconds for calls to the serviceending during the rolling five-minute interval.

TalkTimeTo5Talk Time 5

Total talk time in seconds for calls to the serviceending during the current interval.

TalkTimeHalfTalk Time 30

Total talk time in seconds for calls to the serviceending since midnight.

TalkTimeTodayTalk Time Today

Number of calls transferred into the serviceduring the rolling five-minute interval.

TransferInCallsTo5Transfer In Tasks 5

Number of calls transferred into the serviceduring the current interval.

TransferInCallsHalfTransfer In Tasks 30

Number of calls transferred into the servicesince midnight.

TransferInCallsTodayTransfer In Tasks Today

Number of calls transferred out of the serviceduring the rolling five-minute interval.

TransferOutCallsTo5Transfer Out Tasks 5

Number of calls transferred out of the serviceduring the current interval.

TransferOutCallsHalfTransfer Out Tasks 30

Number of calls transferred out of the servicesince midnight.

TransferOutCallsTodayTransfer Out Tasks Today

Fields Used for Enterprise and Peripheral Skill Group Reports


• Skill_Group_Interval (page 166)

• Skill_Group_Real_Time (page 176)

Skill_Group_Interval

The Enterprise Skill Group Historical (page 73) and Peripheral Skill Group Historical (page64) templates derive data for available fields from the following columns in theSkill_Group_Interval table.


The total number of ACD calls to the skillgroup that abandoned while being held atan agent's position.

AbandonHoldCallsAbandonHoldCalls


166




The value is counted at the time the calldisconnects.

Total number of ACD calls to the skillgroup that were abandoned while ringingat an agent's position.

AbandonRingCallsAban Rings

The value is counted at the time the calldisconnects,

Total ring time associated with ACD callsto the skill group that were abandoned

AbandonRingTimeAbandon Ring Time

while alerting an agent's position.RingTime occurs after any DelayTime andLocalQTime. The value is counted at thetime the call disconnects.

The total number of outbound ACD callsan agent associated with this skill group

AgentOutCallsOnHoldAgentOutCallsOnHold

placed on hold at least once during the lifeof the call that ended during the currentinterval

The value is counted when the after-callwork associated with the call (if any) iscompleted.

Not currently used.AgentTerminatedCallsAgentTerminatedCalls

Total number of seconds outbound ACDcalls were placed on hold by agentsassociated with this skill group.

AgentOutCallsOnHoldTimeAgentOutCallsOnHoldTime

This value updated in the database whenafter-call work associated with the call (ifany) is completed.

Total talk time, in seconds, outbound ACDcalls handled by agents associated with thisskill group that ended during the interval.

AgentOutCallsTalkTimeAgentOutCallsTalkTime

The value includes the time spent from thecall being initiated by the agent to the timethe agent begins after call work for the call.

This includes HoldTime associated withthe call. The value is counted when theafter-call-work time associated with thecall (if any) is completed.

The total handle time, in seconds, foroutbound ACD calls handled by the skillgroup that ended during the interval.

AgentOutCallsTimeAgentOutCallsTime


167




The AgentOutCallsTime value includes thetime spent from the call being initiated bythe agent to the time the agent completesafter-call work time for the call. The valueis counted when the after-call work timeassociated with the call (if any) iscompleted,.

Number of calls answered by agentsassociated with this skill group during theinterval.

CallsAnsweredAns

This value is set by the PG. The number ofcalls answered includes only handled callsand internal calls received, which aretracked in the CallsHandled andInternalCallsReceived fields, respectively.

The sum of the answer wait times of alltasks agents associated with the skill group

AnswerWaitTimeAnswerWaitTime

answered during this interval. It is countedat the time the call is answered.

The total number of AutoOut (predictive)calls made by agents associated with thisskill group that ended during the interval.

AutoOutCallsAutoOutCalls

The total number of ended AutoOut(predictive) calls that agents associated

AutoOutCallsOnHoldAutoOutCallsOnHold

with this skill group have placed on holdat least once.

The total number of seconds that AutoOut(predictive) calls were placed on hold by

AutoOutCallsOnHoldTimeAutoOutCallsOnHoldTime

agents associated with this skill groupduring the interval.

Total talk time, in seconds, for AutoOut(predictive) calls handled by agents

AutoOutCallsTalkTimeAutoOutCallsTalkTime


The total handle time, in seconds, forAutoOut (predictive) calls handled by

AutoOutCallsTimeAutoOutCallsTime

agents associated with this skill group thatended during the interval.

Total time in seconds agents associatedwith this skill group were in the

AvailTimeAvailTime

Not_Active state with respect to this skillgroup during the interval. *

Average talk time in seconds for inboundcalls associated with the skill group thatwere handled during the interval.

AvgHandledCallsTalkTimeAvgHandledCallsTalkTime


168




This value is calculated as follows:HandledCallsTalkTime / CallHandled

Average handle time in seconds forinbound calls associated with the skillgroup that were handled during the interval.

AvgHandledCallsTimeAvgHandledCallsTime

This value is calculated as follows:HandledCallsTime / CallsHandled

The number of calls associated with thisskill group barged in on either by the

BargeInCallsBargeInCalls

supervisor or by the agent. This field isapplicable for CCE only.

Number of seconds agents have spent inthe BusyOther state with respect to thisskill group during the interval. *

BusyOtherTimeBusyOtherTime

Number of callback messages processedby the skill group during the interval.

CallbackMessagesCallbackMessages

Number of seconds the skill group spentprocessing callback messages during theinterval.

CallbackMessagesTimeCallbackMessagesTime

The number of incoming calls skill groupagents were conferenced into.

ConferencedInCallsConferencedInCalls

Incoming calls include ACD and non-ACDcalls.

The value is counted when the agent dropsoff the call or the call becomes a simpletwo-party call.

The number of seconds agents associatedwith this skill group were involved inincoming conference calls.

ConferencedInCallsTimeConferencedInCallsTime

The number of conference calls that theskill group agents initiated. The

ConferencedOutCallsConferencedOutCalls

conferenced out calls include ACD andnon-ACD calls.

The value is counted when the agent dropsoff the call or the call becomes a simpletwo-party call.

The number of seconds that agents spenton conference calls that they initiated.

ConferencedOutCallsTimeConferencedOutCallsTime

The number of consultative calls made byagents associated with the skill group thatended in this interval.

ConsultativeCallsConsultativeCalls


169




The count is counted when the after-callwork time associated with the consultativecall (if any) is completed.

The number of seconds agents associatedwith this skill group spent handling aconsultative call.

ConsultativeCallsTimeConsultativeCallsTime

The date and time at the start of theinterval.

DateTimeDate



The logger database has NULL for thiscolumn.

The number of emergency assist requestseither by the agent or by the supervisor.This field is applicable for CCE only.

EmergencyAssistsEmergencyAssists

The FTE value for the number of agents inthe Active, Talking in, Talking Out, andTalking Other states in the interval.

TalkTime / 1800FTE Agents Active

The FTE value for the number of agents inthe Hold state in the interval.

HoldTime/1800 or /900FTE Agents Hold

The FTE value for the number of agentslogged on to the system in the interval.

LoggedOnTime / 1800 or /900FTE Agents Logon Tota

The FTE value for the number of agents inthe Not Active state in the interval.

AvailTime / 1800 or /900FTE Agents Not Active

The FTE value for the number of agents inthe Not Ready state in the interval

NotReadyTime / 1800 or /900FTE Agents Not Ready

The FTE value for the number of agents inthe Busy Other state in the interval

BusyOtherTime / 1800 or /900FTE Agents Other

The FTE value for the number of agents inthe Reserved state in the interval.

ReservedStateTime/1800 or /900FTE Agents Reserved

The FTE value for the number of agentswho are involved in after-call work in theinterval.

WorkNotReadyTime) / 1800 or /900FTE Agents Wrapup

The number of seconds that agents spentin TalkTime for calls associated with thisskill group that ended in this interval.

HandledCallsTalkTimeHandledCallsTalkTime

The time in seconds agents spent on callsthat were handled within the interval.

HandledCallsTimeHandledCallsTime

The total number of inbound ACD callsthat agents associated with the skill group

IncomingCallsOnHoldIncomingCallsOnHold

placed on hold at least once during theinterval. **

Total number of seconds that inbound ACDcalls calls that agents associated with the

IncomingCallsOnHoldTimeIncomingCallsOnHoldTime


170




skill group placed on hold that endedduring the interval. **

The number of calls intercepted either bythe supervisor or by the agent. This fieldis applicable for CCE only.

InterceptCallsInterceptCalls

Number of internal calls agents associatedwith this skill group ended during theinterval. **

InternalCallsInternalCalls

The total number of internal calls thatagents associated with the skill group ended

InternalCallsOnHoldInternalCallsOnHold

in this interval that were ever placed onhold. **

The total number of seconds internal callsagents associated with the skill group endedin this interval ever put on hold. **

InternalCallsOnHoldTimeInternalCallsOnHoldTime

Number of internal calls associated withthis skill group that were received by anagent and that ended during this interval.

InternalCallsRcvdInternalCallsRcvd

Number of seconds spent on internal callsreceived by the agent during the interval.

InternalCallsRcvdTimeInternalCallsRcvdTime

Number of seconds spent on internal callsinitiated by the agent during the interval.

InternalCallsTimeInternalCallsTime

This field not currently supported.InterruptedTimeInterruptedTime

The number of calls monitored either bythe supervisor or by the agent. This fieldis applicable for CCE only.

MonitorCallsMonitorCalls

The number of seconds that agents spenton Network conference calls that theyinitiated.

NetConferencedOutCallsNetConferencedOutCalls

The number of Network conference callsthat the skill group agents initiated. The

NetConfOutCallsTimeNetConfOutCallsTime

conferenced out calls only include Networkconference calls. The value is countedwhen the agent drops off the call or the callbecomes a simple two-party call,.

The number of Network consultative callscompleted by agents in the skill group withat least one call on hold.

NetConsultativeCallsNetConsultativeCalls

The number of seconds agents in the skillgroup spent handling a Network

NetConsultativeCallsTimeNetConsultativeCallsTime

consultative call with at least one call onhold.

Number of calls Network (Blind andConsultative) transferred out of the skillgroup during the interval. **

NetTransferOutCallsNetTransferredOut


171




Total seconds agents were in the Not Readystate with respect to this skill group duringthe interval. *

NotReadyTimeNotReadyTime

Percentage of Ready time that agentsassociated with this skill group spent

PercentUtilizationPercentUtilization

talking or doing call work during theinterval.

This is the percentage of time these agentsspent working on calls versus the timeagents were ready.

Total number of outbound Preview callsmade by agents associated with this skillgroup that ended during the interval.

PreviewCallsPreviewCalls

The total number of ended outboundPreview calls that agents associated with

PreviewCallsOnHoldPreviewCallsOnHold

this skill group have placed on hold at leastonce during the interval.

The total number of seconds outboundPreview calls were placed on hold by

PreviewCallsOnHoldTimePreviewCallsOnHoldTime

agents associated with this skill groupduring the interval.

Total talk time, in seconds, for outboundPreview calls handled by agents associated

PreviewCallsTalkTimePreviewCallsTalkTime


Total handle time, in seconds, for outboundPreview calls handled by agents associated

PreviewCallsTimePreviewCallsTime


Currently not used, set to zero (0).RecoveryDayRecoveryDay

A unique ID assigned to each record andused internally.

RecoveryKeyRecoveryKey

The number of ACD calls to the skill groupthat rang at an agent's terminal and

RedirectNoAnsCallsTimeRedirectNoAnsCallsTime

redirected on failure to answer. The valueis counted at the time the call is divertedto another device.


ReserveCallsReserveCalls

The total number of reservation calls placedon hold at least once during the interval.

ReserveCallsOnHoldReserveCallsOnHold

The time the reservation call has been onhold during the interval.

ReserveCallsOnHoldTimeReserveCallsOnHoldTime


172




This is the talk time for the reservation call.It should be either zero or a few seconds.

ReserveCallsTalkTimeReserveCallsTalkTime

This is the sum of the above two columns.ReserveCallsTimeReserveCallsTime

How long an agent is in Reserved state.ReservedStateTimeReservedStateTime

Number of calls queued to the group by theCallRouter that were abandoned during theinterval.

RouterCallsAbandQRouterCallsAbandQ

In the interval, the number of callsabandoned after they have been routed to

RouterCallsAbandToAgentRouterCallsAgentAbandons

the agent desktop and before they havebeen answered (for example, AbandonRinging).

This field is applicable to CCE and toUnified ICM environments where calls aretranslation-routed to Skill Groups.

The number of calls that were de-queuedfrom this skill group to be routed to anotherskill group in the interval.

RouterCallsDequeuedRouterCallsDequeued

This field is also incremented when a callis de-queued via Cancel Queue node. Thisfield is applicable to CCE and to UnifiedICM environments where calls aretranslation-routed to Skill Groups.

The number of calls routed or queued forthe Skill Group in the interval.

RouterCallsOfferedRouterCallsOffered

The number of calls that resulted in an errorcondition in the interval.

RouterErrorRouterError

This field is applicable to CCE and toUnified ICM environments where calls aretranslation-routed to Skill Groups.

Number of calls queued to the group by theUnified ICM CallRouter during theinterval.

RouterQueueCallsRouterQueueCalls

Service Level for the skill group during theinterval.

ServiceLevelServiceLevel

The number of calls within the skill groupServiceLevel threshold in the interval.

ServiceLevelCallsServiceLevelCalls

The number of calls that abandoned withinthe skill group ServiceLevel threshold inthe interval.

ServiceLevelCallsAbandSL Aban


173




Calls may abandon while in the Skill Groupqueue, or they may abandon after they havebeen routed to a Skill Group.

The number of queued calls de-queuedfrom a skill group within the skillServiceLevel threshold in the interval.

ServiceLevelCallsDequeueServiceLevelCallsDequeue

Calls may be de-queued via Cancel Queuenode or de-queued from this Skill Groupto be routed to a different Skill Group.

The number of calls routed to a skill groupor queued for a skill group in the interval.

ServiceLevelCallsOfferedServiceLevelCallsOffered

The calls that ended in Error state withinthe skill group Service Level thresholdduring the interval.

ServiceLevelErrorServiceLevelError

The calls that redirected on no answerwithin the Service Level threshold during

ServiceLevelRONAServiceLevelRONA

the interval. These calls are part of theServiceLevelCallsOffered.

The number of calls answered by agentsassociated with this skill group where the

ShortCallsShortCalls

duration of the calls falls short of theAnsweredShortCalls threshold.

You might choose to factor these calls outof handle time statistics. Short calls areconsidered handled, not abandoned.

Number of calls for which agents receivedsupervisor assistance during the interval.

SupervAssistCallsSupervAssistCalls

The value is counted when thesupervisor-assisted call completes, and thedatabase is updated every interval. Thisfield is applicable for CCE.

Number of seconds agents associated withthis skill group spent on supervisor-assistedcalls during the interval.

SupervAssistCallsTimeSupervAssistCallsTime

The value is counted when thesupervisor-assisted call completes, and thedatabase is updated every interval. Thisfield is applicable for CCE only.

Number of seconds the agent spent talkingon AutoOut (predictive) calls during theinterval. *

TalkAutoOutTimeTalkAutoOutTime

Number of seconds agents associated withthis skill group spent talking on inbound

TalkInTimeTalkInTime


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ACD calls (neither internal nor outbound)during the interval. *

Number of seconds agents spent talking onother calls (neither inbound nor outbound)during the interval.

TalkOtherTimeTalkOtherTime

Examples of talk other calls includeagent-to-agent transfers and supervisorcalls. *

Number of seconds agents associated withthis skill group spent talking on external

TalkOutTimeTalkOutTime

outbound or consultive transfer calls duringthe interval.*

Number of seconds the agent spent talkingon outbound Preview calls during theinterval. *

TalkPreviewTimeTalkPreviewTime

Number of seconds the agent spent talkingon agent reservation calls during theinterval. *

TalkReserveTimeTalkReserveTime

Total seconds agents associated with thisskill group were in the Talking state duringthe interval.

TalkTimeTalkTime


TimeZoneTimeZone

The number of tasks queued to this SkillGroup in the interval.

RouterCallsQueued +Skill_Group_Interval.CallsQueued

Total Queued (ICM)

Number of calls transferred into the skillgroup during the interval. **

TransferInCallsTimeTransferInCallsTime

The number of calls coached either by thesupervisor or by the agent. This field isapplicable for CCE only.

WhisperCallsWhisperCalls

Total time in seconds agents associatedwith this skill group were in the

WorkNotReadyTimeWorkNotReadyTime

WORK_NOT_READY state during theinterval. *

WorkReadyTime Total seconds agents inthe skill group were in the

WorkReadyTimeWorkReadyTime

WORK_READY state for tasks associatedwith this skill group that ended during thisinterval. *

*This value is included as in the calculation of LoggedOnTime.

**The value is counted when the after-call work time associated with the call (if any) iscompleted.


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Skill_Group_Real_Time

The Enterprise Skill Group Real Time (page 78) and Peripheral Skill Group Real Time (page90) templates derive data for available fields from the following columns in theSkill_Group_Real_Time table.


The count of calls that abandon within theskill group SL threshold in rollingfive-minute interval.

ServiceLevelCallsAbandTo5AbanWithinServiceLevel

Number of agents in the skill groupcurrently talking on AutoOut (predictive)calls.

TalkingAutoOutActiveAutoOut

Number of seconds agents in the skillgroup spent talking on AutoOut

TalkAutoOutTimeTo5ActiveAutoOutTime

(predictive) calls during the rollingfive-minute interval.

Number of seconds agents in the skillgroup spent talking on outbound Preview

TalkPreviewTimeTo5ActivePreviewtime

calls during the current five-minuteinterval.

Number of agents in the skill groupcurrently talking on agent reservationcalls.

TalkingReserveActiveReservation

The total handle time, in seconds, foroutbound ACD calls associated with this

AgentOutCallsTimeTo5AgentOutCallsTimeTo5

skill group that ended during the rollingfive-minute interval.

The total number of outbound ACD callsassociated with this skill group that endedduring the current five-minute interval

AgentOutCallsTo5AgentOutCallsTo5

AnswerWaitTime is associated only withcalls counted as handled. It is updated in

AnswerWaitTimeTo5AnswerWaitTimeTo5

the database at the time the call isanswered.

The number of calls that are answered bythe skill group within the Service Level

ServiceLevelCallsTo5AnsWithinServiceLevel

threshold in the rolling five-minuteinterval. This field is applicable to theCCE environment only.

The number of agents belonging to thisskill group who are currently

ApplicationAvailableApplicationAvail

ApplicationAvailable with respect to theMedia Routing Domain to which the skillgroup belongs.


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An agent is Application available if theagent is Not Routable and Available forthe Media Routing Domain.

Total number of AutoOut (predictive)calls made by agents in the skill group that

AutoOutCallsTo5AutoOut

ended during the current five-minuteinterval.

Total talk time, in seconds, for AutoOut(predictive) calls handled by agents in the

AutoOutCallsTalkTimeTo5AutoOutActiveTime

skill group that ended during the currentfive-minute interval.

Total seconds agents in the skill grouphave been in the Not_Active state duringthe current five-minute interval.

AvailTimeTo5AvailTimeTo5

AvailTime is included in the calculationof LoggedOnTime.

Average talk time in seconds for callscounted as handled by the skill groupduring the rolling five-minute interval.

AvgHandledCallsTalkTimeTo5AvgHandledCallsTalkTimeTo5

This value is calculated as follows:HandledCallsTalkTimeTo5 /CallHandledTo5

Average handle time in seconds for callscounted as handled by the skill groupduring the rolling five-minute interval.

AvgHandledCallsTimeTo5AvgHandledCallsTimeTo5

The value is calculated as follows:HandledCallsTalkTimeTo5 /CallHandledTo5

Number of seconds agents have spent inthe BusyOther state during the rollingfive-minute interval.

BusyOtherTimeTo5BusyOtherTimeTo5

BusyOtherTime is included in thecalculation of LoggedOnTime.

The number of calls that were handled bythe skill group during the rollingfive-minute interval.

CallsAnsweredTo5CallsAnsweredTo5

The total number of ongoing non-voicetasks associated with this skill group. Thisfield populates for non-voice tasks only.

CallsInProgressCallsInProgress

The number of calls received by this skillgroup in the rolling five-minute interval.This value is set by the Call Router.

RouterCallsOfferedTo5CallsOfferedTo5


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A call is counted as offered as soon at itis sent to a Skill Group.

Number of calls currently queued for theskill group at the CallRouter.

RouterCallsQNowCallsQueuedNow

This field does not include local ACDcalls, not routed by Unified ICM.

Total talk time, in seconds, for callscounted as handled by the skill groupduring the rolling five-minute interval.

HandledCallsTalkTimeTo5HandledCallsTalkTimeTo5

Updated in the database when theafter-call work time associated with thecall (if any) is completed.

Total handle time (page 115), in seconds,for calls counted as handled by the skill

HandledCallsTimeTo5HandledCallsTimeTo5

group during the rolling five-minuteinterval.

Number of seconds where all calls to theagent are on hold during the rollingfive-minute interval.

HoldTimeTo5HoldTimeTo5

HoldTime is counted only while the agentis doing no other call related activity.HoldTime is included in the calculationof LoggedOnTime.

The number of agents belonging to thisskill group who are currently

IcmAvailableICMAvail

ICMAvailable (Routable and Available)with respect to the Media Routing Domainto which the skill group belongs.

The number of agents whose state withrespect to this skill group is currentlyInterrupted.

NumAgentsInterruptedNowInterruptedNow

Not currently supported.InterruptedTimeTo5InterruptedTime

Total time, in seconds, agents were loggedon to the skill group during the current(rolling) five-minute interval.

LoggedOnTimeTo5LoggedOnTimeTo5

A date and time value that specifies thetime that the longest available agent forthe skill group became available.

LongestAvailAgentLongestAvailAgent

If no agent was available, the value is 0


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The date and time that the longest call inthe queue for the skill group was placedin the queue.

LongestCallQLongest Task Q (ICM)

Total seconds agents in the skill grouphave been in the Not Ready state duringthe rolling five-minute interval.

NotReadyTimeTo5NotReadyTimeTo5

NotReadyTime is included in thecalculation of LoggedOnTime.

Total number of outbound Preview callsmade by agents in the skill group that

PreviewCallsTo5Preview

ended during the rolling five-minuteinterval.

Total handle time, in seconds, foroutbound Preview calls handled by agents

PreviewCallsTalkTimeTo5PreviewActiveTime

in the skill group that ended during therolling five-minute interval.

Total handle time, in seconds, foroutbound Preview calls handled by agents

PreviewCallsTimeTo5PreviewTime

in the skill group that ended during thecurrent five-minute interval.

The number of calls currently queued tothe skill group at the CallRouter and at thelocal ACD queue.

RouterCallsQNow +Skill_Group_Real_Time.CallsQueuedNow

Queued Now (ICM)

The number of agents who are Routablewith respect to the Media Routing Domain

ReadyReady

associated with this skill group, and whosestate with respect to this skill group iscurrently something other than Not_Readyor Work_Not_Ready.


ReserveCallsTo5Reservation

This is the talk time for the reservationcall. It should be either zero or a fewseconds. This is counted using Call State.

ReserveCallsTalkTimeTo5ReservationActiveTime

This is the sum of the total number ofreservation calls placed on hold and thetalk time for the reservation call.

ReserveCallsTimeTo5ReservationTime

This is counted using Call State.

Number of agents for the skill groupcurrently in the Reserved state.

ReservedAgentsReservedAgents

How long an agent is in Reserved state.This is counted using Agent State.

ReservedStateTimeTo5ReservedStateTimeTo5


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The number of calls that abandoned whilequeued in the router to this agent, in therolling five-minute interval.

RouterCallsAbandQTo5RouterCallsAbandQTo5

In the rolling five-minute interval, thenumber of calls abandoned after they have

RouterCallsAbandToAgentTo5RouterCallsAbandToAgentTo5

been routed to the agent desktop andbefore they have been answered (forexample, Abandon Ringing).

This field is applicable for CCE systemsand for systems where calls aretranslation-routed to Skill Groups.

The number of calls that were de-queuedfrom this skill group to be routed to

RouterCallsDequeuedTo5RouterCallsDequeuedTo5

another skill group in the rollingfive-minute interval.

This field is also incremented when a callis de-queued via Cancel Queue node.

Number of calls currently queued for theskill group at the CallRouter.

RouterCallsQNowRouterCallsQNow

The time when the longest call in queuewas queued for this skill group.

RouterLongestCallInQRouterLongestCallInQ

The date and time that the longest call inthe queue for the skill group was placedin the queue. (unified ICM)

LongestCallQRouterLongestCallQueued

The number of calls de-queued from askill group, within the skill group Service

ServiceLevelCallsDequeuedTo5ServiceLevelCallsDequeuedTo5

Level threshold, in rolling five-minuteinterval. (CCE)

The number of calls that are routed to askill group or queued for a the skill groupin the rolling five-minute interval .

ServiceLevelCallsOfferedTo5ServiceLevelCallsOfferedTo5

The calls that redirected on no answerwithin Service Level threshold within the

ServiceLevelRONATo5ServiceLevelRONATo5

rolling five-minute interval. These callsare part of the ServiceLevelCallsOffered.(CCE)

Service Level for the skill group in rollingfive-minute interval. (CCE)

ServiceLevelTo5ServiceLevelTo5

Total seconds agents spent talking oninbound calls for the skill group duringthe rolling five-minute interval. *

TalkInTimeTo5TalkInTimeTo5

Total seconds agents spent talking onother calls (neither inbound nor outbound)

TalkOtherTimeTo5TalkOtherTimeTo5


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for the skill group during the rollingfive-minute interval. *

Total seconds agents spent talking onoutbound calls for the skill group duringthe rolling five-minute interval. *

TalkOutTimeTo5TalkOutTimeTo5

Total seconds agents in the skill grouphave been in the Talking state during therolling five-minute interval

TalkTimeTo5TalkTimeTo5

. This value is calculated as follows:TalkInTimeTo5 + TalkOutTimeTo5 +TalkOtherTimeTo5

Total number of seconds agents spent oncalls transferred into the skill group that

TransferInCallsTimeTo5TransferInCallsTimeTo5

ended during the rolling five-minuteinterval.

Number of calls transferred into the skillgroup that ended during the currentfive-minute interval

TransferInCallsTo5TransferInCallsTo5

Number of calls transferred out of the skillgroup that ended during the rollingfive-minute interval.

TransferOutCallsTo5TransferOutCallsTo5

Number of agents in the skill group in theWork Not Ready state.

WorkNotReadyWorkNotReady

Total seconds agents have been in theWork Not Ready state during the rollingfive-minute interval.

WorkNotReadyTimeTo5WorkNotReadyTimeTo5

Number of agents in the skill group in theWork Ready state.

WorkReadyWorkReady

Total seconds agents have been in theWork Ready state during the rollingfive-minute interval.

WorkReadyTimeTo5WorkReadyTimeTo5

* Included in the calculation of TalkTime and LoggedOnTime.

Fields Used for the IVR Ports Performance Historical Report


• Trunk_Group (page 182)

• Trunk_Group_Half_Hour (page 182)


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Trunk_Group

The IVR Ports Performance template (page 97) derives data for available fields from thefollowing columns in the Trunk_Group table.


An enterprise name for the trunk group.EnterpriseNameIVR Ports

A unique identifier for the trunk group.TrunkGroupIDTrunk GroupID

Trunk_Group_Half_Hour

The IVR Ports Performance template (page 97) derives data for available fields from thefollowing columns in the Trunk_Group_Half_Hour table.

DescriptionSchema FieldTemplate Fields

The percentage of time that the trunkgroups in service were in use in theinterval (for Inbound Only).

Derived from:Trunk_Group_Half_Hour.InUseInboundTime/Trunk_Group_Half_Hour.InServiceTime

%Busy

Number of calls to the trunk groupabandoned during the current interval.

CallsAbandonedToHalfAban

Total time, in seconds, during the intervalthat all trunks in the group were busy.

AllTrunksBusyToHalfBusy

The current date and time stamp whenthe records are written to the HDS


database. The logger database has NULLfor this column.

Central Controller date and time at thestart of the interval.

DateTimeHistorical Date Fields (DateTime,DOW, DOY, Year, Month, Week)

Number of non-busy trunks in the groupatthe end of the interval.

TrunksIdleToHalfIdle

Number of trunks in the group in serviceat the end of the interval.

TrunksInServiceToHalfPorts

Aggregate number of seconds trunks inthe group were in service during theinterval.

InServiceTimeToHalfIn Service

Aggregate number of seconds trunks inthe group were used for inbound callsduring the interval.

InUseInboundTimeToHalfInbound Time

Aggregate number of seconds trunks inthe group were used for outbound callsduring the interval.

InUseOutboundTime ToHalfOutbound Time

Currently not used, set to zero (0).RecoveryDayRecovery Day


182



DescriptionSchema FieldTemplate Fields

A unique ID assigned to each record andused internally by the Unified ICM/CCEEnterprise software to track the record.


Number of incoming calls received onthe trunk group during the interval.

CallsInToHalfTasks In

Number of outbound calls sent on thetrunk group during the interval.

CallsOutToHalfTasks Out


TimeZoneTime Zone

Number of trunks in the group in serviceat the end of the interval.

TrunksInServiceTrunksIn Service


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184



Index

15-minute data....115

abandoned calls....109

Agent_Half_Hour table....127

Agent_Real_Time table....128

Agent_Skill_Group_Half_Hour table....131

Agent_Team table....137

Agent Historical All Fields Template....7

Agent Not Ready Detail Template....12

Agent Real Time All Fields Template....15, 28

agent reporting

agent RONA statistics....119

Agent Skill Group Historical All Fields Template....18

Agent Skill Group Real Time All Fields Template....24

agent states....110

Agent Team Historical All Fields Template....29

Agent Team Real Time All Fields Template....34

Agent Team State Counts Real Time Template....37

anonymous block....7, 12

Bucket_Intervals table....137

calculated fields....106, 120

Call_Type_Half_Hour table....138

Call_Type_Real_Time table....143, 151

call detail data....112

Call Type Abandon/Answer Distribution Historical....43

Call Type Historical All Fields Template....48

call type intervals....113, 117

Call Type Real Time All Fields Template....53

Call Type reports

Call_Type_Half_Hour table....138

Call_Type_Real_Time table....137, 143, 151

call types....113

Call Type Skill Group Historical All Fields Template....56

custom reports....113

custom templates....103

database tables

interval tables....115

Enterprise Service Historical All Fields Template....61

Enterprise Skill Group Historical All Fields....73

Enterprise Skill Group Real Time All Fields Template...78

FTE....114

grids....117

grouping

and grids....117

handled calls....115

importing

multiple reports....105

reports....103

interval data....115

intervals

database tables....115

IVR Ports Performance Historical Template....97

locale

and reports....103

overflow out....118

percent utilization....118

Peripheral Service Historical All Fields Templates....64

Peripheral Service Real Time All Fields Template....68

Peripheral Skill Group Historical All Fields Template...83

Peripheral Skill Group Real Time All Fields Template...90

real time data....118

report fields....106, 120

agent states....110

calculated....106, 120

error count fields....114

FTE....114

handled....115

overflow out....118


Index 185

Index

percent utilization....118

service levels....121

reports

and locale....103

importing....103, 105

stock templates....101

report summaries....106, 121

report templates

Agent Historical All Fields....7

Agent Not Ready Detail....12

Agent Real Time All Fields....15, 28

Agent Skill Group Historical All Fields....18, 24

Agent Team Historical All Fields....29

Agent Team Real Time All Fields....34

Agent Team State Counts Real Time....37

Call Type Abandon/Answer Distribution HistoricalTemplate....43

Call Type Historical All FieldsTemplate....48

Call Type Real Time All Fields Template....53

Call Type Skill Group Historical AllFieldsTemplate....56

custom....103

Enterprise Service Historical All Fields....61

Enterprise Skill Group Historical All FieldsTemplate....73

Enterprise Skill Group Real Time All Fields....78

IVR Ports Performance Historical....97

Peripheral Service Historical All Fields....64

Peripheral Service Real TimeAll Fields....68

Peripheral Skill Group Historical All Fields....83

Peripheral Skill Group Real Time All Fields....90

RONA....119

route call detail data (RCD)....112

Service_Half_Hour table....155

Service_Real_Time table....162

service levels....121

Service reports

Service_Real_Time table....162

Skill_Group_Half_Hour table....166

Skill_Group_Real_Time table....176

services

service, planning....125

short calls....125

simple wizard....106, 120

Skill_Group_Half_Hour table....166

Skill_Group_Real_Time table....176

skill groups....125

stock report templates....101, 103

stock templates....115

termination call detail data (TCD)....112

Trunk_Group_Half_Hour table....182

Trunk_Group table....182

visible fields....106, 120


Index 186

Index

Documents

Report Template for CUIC