WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1) November 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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CONTENTS About this Guide Objective i i A Note about Product Naming Audience i Organization i Related Documentation CHAPTER 1 i ii About Contact Center Reports 1-1 Seven Categories of Report Templates 1-1 The WebView Template Selection Window Custom (InfoMaker Generated) Reports CHAPTER 2 CallType Reports 1-2 1-2 2-1 Summary List of Call Type Reports 2-1 Unified CCE Call Type Real-Time Reports 2-3 caltyp04: Call Type Service Levels real-time Report 2-4 caltyp20: Call Type real-time Re
Contents caltyp35: VRU Calls Analysis Half Hour Report 2-70 caltyp36: VRU Calls Analysis Daily Report 2-73 caltyp37: Call Type Service Level Abandons Daily Report 2-77 How OverFlowOut is Incremented in Call Type Reports 2-77 CHAPTER 3 Peripheral and Peripheral Service Report Templates About Peripheral Reports 3-1 periph01: Peripheral real-time Report 3-1 periph06: VRU Peripheral Capacity Report About Peripheral Service Reports 3-1 3-4 3-5 Summary List of Peripheral Service Templates 3-6 Unified CCE
Contents agent30: Agent Not Ready Summary Report 4-63 agent31: Agent Not Ready Detail Report 4-65 Agent by Peripheral Reports 4-67 Summary List of Agent by Peripheral Reports 4-67 Agent by Peripheral Real-Time Reports 4-69 agtper20: Agent Peripheral real-time Report 4-70 agtper28: Agent Peripheral real-time All Fields Report 4-73 Agent by Peripheral Historical Reports 4-78 agtper03: Agent Peripheral Media Logout Status Report 4-79 agtper04: Agent Peripheral Task Detail Activity Report 4-81 agtper05: Agent
Contents agtskg26: Agent Skill Group Consolidated Daily Report 4-175 agtskg27: Agent Skill Group Historical All Fields Report 4-179 Agent By Team Reports 4-192 Summary List of Agent by Team Reports 4-193 Agent by Team Real-Time Reports 4-194 agteam02: Agent Skill Group Status Report 4-195 agteam20: Agent Team real-time Report 4-197 agteam28: Agent Team real-time All Fields Report 4-201 agteam29: Agent SkillGroup Assignments Real-Time 4-206 agteam32: Agent Team State Counts real-time Report 4-208 Agent by T
Contents Unified CCE Skill Group Historical Reports 5-33 entskg06: Enterprise Skill Group Performance Half Hour Report 5-34 entskg07: Enterprise Skill Group Performance Daily Report 5-36 entskg08: Full Time Equivalent for Enterprise Skill Groups Half Hour Report 5-38 entskg09: Enterprise Skill Group Normalized Agent State Report 5-40 entskg27: Enterprise Skill Group Historical All Fields Report 5-42 entskg31: IPCC Enterprise Skill Group Task Summary Half Hour Report 5-57 entskg32: IPCC Enterprise Skill Gro
Contents trkgrp04: Trunks real-time All Fields Report 6-2 trkgrp12: Trunks Historical All Fields Report 6-4 trkgrp20: All Ports Busy real-time Report 6-7 trkgrp21: IVR Ports Idle & In Service real-time Report 6-7 trkgrp22: IVR Ports Status real-time Report 6-8 trkgrp23: IVR Ports Performance Half Hour Report 6-9 CHAPTER 7 Application Gateway, Path, Script Queue, and Routing Client Reports apgate11: Application Gateway Status Half Hour Report 7-2 appath01: Application Path real-time Report 7-3 scrque01: S
Contents camqry22: Campaign Consolidated Detailed Half Hour Report 8-63 camqry23: Campaign Consolidated Detailed Daily Report 8-66 dialer10: Dialer Call Result Summary Half Hour Report 8-68 dialer11: Dialer Capacity Half Hour Report 8-71 dialer12: Dialer Capacity Daily Report 8-73 imprul10: Import Rule Report 8-75 CHAPTER 9 Translation Route Report Templates 9-1 About Translation Route Reports 9-1 trrout11/trrout12: Translation Route Counts Half Hour Report/Translation Route Counts Daily Report 9-2 CHA
Contents agteam20 10-16 Agteam22 10-17 Agteam24 10-18 Agteam26 10-19 Agteam29 10-20 Agteam32 10-21 Agteam33 10-22 Agteam35 10-23 Application Gateway Reports Apgate11 10-24 Call Type Reports Caltyp04 Caltyp05 Caltyp20 Caltyp21 Caltyp22 Caltyp25 Caltyp26 Caltyp27 Caltyp28 Caltyp31 Caltyp33 Caltyp35 Caltyp37 10-24 10-25 10-25 10-26 10-26 10-27 10-28 10-28 10-29 10-29 10-30 10-30 10-31 10-32 10-32 Outbound Option Reports camqry01 10-33 camqry02 10-33 camqry05 10-33 camqry06 10-34 camqry10 10-34 10-33 10-3
Contents camqry19 camqry20 camqry21 camqry22 camqry23 dialer01 dialer10 dialer11 dialer12 Imprul10 10-43 10-44 10-45 10-46 10-47 10-48 10-48 10-49 10-50 10-51 Peripheral Reports 10-52 Periph06 10-52 Peripheral Service Reports Persvc24 10-53 Persvc25 10-53 10-53 Skill Group Reports 10-54 Peripheral Skill Group Reports Perskg01 10-54 Perskg03 10-55 Perskg05 10-55 Perskg08 10-55 Perskg14 10-56 Perskg29 10-57 Perskg30 10-57 Perskg31 10-58 Perskg35 10-59 Enterprise Skill Group Reports Entskg06 10-60 Entskg0
Contents I NDEX WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
LIST OF FIGURES Figure 10-1: agent03: Agent Media Logout Status.....................................................................................10-2 Figure 10-2: agent04: Agent Task Detail Activity......................................................................................10-3 Figure 10-3: agent05: Agent Task Detail Performance ..............................................................................10-3 Figure 10-4: agent 20: Agent real-time ...........................................
Contents Figure 10-32: caltyp05: Analysis of Tasks Half Hour.............................................................................. 10-26 Figure 10-33: caltyp20: Call Type real-time............................................................................................. 10-26 Figure 10-34: caltyp21: Call Type Half Hour........................................................................................... 10-27 Figure 10-35: caltyp22: Call Type Daily ..........................................
Contents Figure 10-67: periph06: VRU Peripheral Capacity Report.......................................................................10-52 Figure 10-68: persvc24: Peripheral Service Agent Half Hour ..................................................................10-53 Figure 10-69: persvc25: Peripheral Service Agent Daily .........................................................................10-53 Figure 10-70: perskg01: Peripheral Skill Group Status real-time...........................................
Contents WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
About this Guide Objective This manual describes the WebView report templates for Cisco Unified Contact Center Enterprise (Unified CCE) only. For information on Cisco Unified Intelligent Contact Management (Unified ICM) reports, see the WebView Help for Cisco Unified ICM/Contact Center Enterprise & Hosted available at www.cisco.com. A Note about Product Naming Cisco IPCC Enterprise Edition is renamed Cisco Unified Contact Center Enterprise (abbreviated as Unified CCE).
About this Guide Chapter Description Chapter 3, “Peripheral and Peripheral Service Report Templates” Describes Unified CCE service report templates. Chapter 5, “Skill Group Report Templates” Describes Unified CCE skill group report templates. Chapter 6, “Trunk group for IP-IVR reports” Describes the trunk group for IP IVR report templates.
About this Guide Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Describes how to upgrade the software. Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted Provides information to help you understand how reporting data is generated and how to interpret reporting data in a Unified CCE Environment.
About this Guide Chapter Description Window font Window font, such as Courier, is used for the following: Text as it appears in code or that the window displays. For Example:
Cisco Systems,Inc. < > Angle Brackets are used to indicate the following: • For arguments where the context does not allow italic, such as ASCII output. • A character string that the user enters but that does not appear on the window such as a password.CHAPTER 1 About Contact Center Reports Seven Categories of Report Templates There are seven categories of reports that can be used in a Cisco Unified Contact Center Enterprise (Unified CCE) environment.
Chapter 1 About Contact Center Reports The WebView Template Selection Window The WebView Template Selection Window In the WebView template selection window, you can select to have only Unified CCE templates displayed, only Unified ICM templates displayed, or both. Note When you create a new WebView report, you can select up to 1000 items from the list. Custom (InfoMaker Generated) Reports The template selection boxes can also be used for Custom (InfoMaker generated) reports.
CHAPTER 2 CallType Reports A call type is a category of incoming routable tasks. Each call type has a schedule that determines which routing script or scripts are active for that call type at any time. In a Unified CCE environment, this category provides the most complete view of the customer's experience. There are two classes of call types: voice (phone calls) and non voice (for example, e-mail and text chat).
Chapter 2 CallType Reports Summary List of Call Type Reports caltyp20: Call Type real-time Report, page 2-5 Unified CCE, Unified ICM real-time table Current status of call types. caltyp21: Call Type Half Hour Report, page 2-30 Unified CCE, Unified ICM historical table Call type status, gathered in half-hour increments. caltyp22: Call Type Daily Unified CCE, Unified ICM Report, page 2-35 historical table Call type status, gathered in daily increments.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports caltyp32: Call Type Abandon/Answer Distribution Report, page 2-58 Unified CCE only historical table The number of answered and abandoned calls across daily intervals for each call type. The intervals are measured in minutes and seconds. This report shows the numbers for each interval separately.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports caltyp04: Call Type Service Levels real-time Report See Caltyp04, page 10-25 for an illustration of this report. Overview: Subject A bar graph of selected call types showing their service levels since the end of the last 5-minute and half-hour intervals, and since midnight. Purpose To display the call type service level status for the day, for the current five minutes, and for the current half hour.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports caltyp20: Call Type real-time Report See Caltyp20, page 10-26 for an illustration of this report.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Tasks Now Unified CCE Agent The number of tasks that have been routed to Unified CCE agents but are not yet ended. This column is incremented when the call is answered and decremented when the call ends, i.e., after wrap up has completed, if applicable. Derived from: Call_Type_Real_Time.CallsAtAgentNow Longest Queued The time spent in queue for the longest currently queued task, measured in HH:MM:SS (hours,minutes,seconds) format.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Flow Out5 The number of tasks that executed a requalify or call type node and flowed to another call type during the rolling five minute interval. See How OverFlowOut is Incremented in Call Type Reports, page 2-78. Derived from: Call_Type_Real_Time.OverflowOutTo5 Calls Error The number of errors for tasks of this type in the current half-hour interval. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Applicable environment Unified CCE, Unified ICM Template type Real-time table Drilldowns available No Schema database table Call_Type Call_Type_Real_Time Data: Enterprise Name The enterprise name for the call type and its ID number. Derived from: Call_Type.EnterpriseName + Call_Type.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Tasks Routed Today The number of tasks of this type that have been routed since midnight. Derived from: Call_Type_Real_Time.CallsRoutedToday Tasks Routed 30 The number of tasks of this type that have been routed during the current half-hour interval. Derived from: Call_Type_Real_Time.CallsRoutedToHalf Agent Error Count Today The number of tasks that encountered an error en route to the agent or at the agent desktop since midnight.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Network Routed Today The number of tasks of this type for which the IXC used default routing since midnight. Derived from: Call_Type_Real_Time.NetworkDefaultRoutedToday Network Routed 30 The number of tasks of this type for which the IXC used default routing during the current half-hour interval. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Note Applies to Unified CCE only, with one exception: this field is also valid for both Unified CCE and Unified ICM targets that use translation routes. Router Tasks Aban Total Today The total number of queued tasks, non-queued tasks (tasks that are at a VRU prompt), and tasks that abandoned at the agent desktop since midnight.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Note Applies to Unified CCE only, with one exception: this field is also valid for both Unified CCE and Unified ICM targets that use translation routes. Router Tasks Aban Q 5 The number of tasks that abandoned in queue during the rolling five-minute interval. Note Applies to Unified CCE only, with one exception: this field is also valid for both Unified CCE and Unified ICM targets that use translation routes.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Tasks At VRU Now The number tasks that are currently at the VRU. This includes tasks that are at a VRU prompt and tasks that are in queue. In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM. In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Router Queue Wait Time 30 The time in HH:MM:SS (hours,minutes,seconds) format that tasks of this type spent in the CallRouter queue during the current half-hour interval. Derived from: Call_Type_Real_Time.RouterQueueWaitTimeHalf Router Queue Wait Time 5 The time in HH:MM:SS (hours, minutes, seconds) format that tasks of this type spent in the CallRouter queue during the rolling five-minute interval. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Handled 5 The number of tasks of this call type handled for the service ending during the rolling five-minute interval. Derived from: Call_Type_Real_Time.CallsHandledTo5 Left Q 5 The total number of tasks of this call type that were removed from queue during the rolling five-minute interval (used to calculate expected delay). Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Delay Total Aban Time 30 The total time spent by all abandoned tasks that ended in this call type in the current half hour interval. A task can span multiple call types; this includes the total time spent in all call types. Derived from: Call_Type_Real_Time.CallDelayAbandTimeHalf Delay Total Aban Time Today The total time spent by all abandoned tasks that ended in this call type since midnight.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Handled Time 5 The total handle time in HH:MM:SS (hours, minutes, seconds) format for all tasks of this call type ending during the rolling five-minute interval. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports SL Tasks Q Held The number of tasks of this call type that had been in queue longer than the service level threshold since midnight. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Note With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls are translation-routed, the measurement of 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, the routing script must be set up to change the call type of the call when self-service is completed.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Note With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued, whereas the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Service Level RONA30 The total number of tasks of the call type that redirected on no answer within the service level during the current half-hour interval. Derived from: Call_Type_Real_Time.ServiceLevelRONAHalf Service Level Error30 The total number of tasks of the call type that ended in error state within the service level during the current half-hour interval. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Flow Out 5 The number of tasks of this call type flowed to another call type during the current five-minute interval. This field increments when a requalify or call type node is executed in the script. Derived from: Call_Type_Real_Time.OverflowOutTo5 Flow Out Today The number of tasks of this call type flowed to another call type since midnight. This field increments when a requalify or call type node is executed in the script.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Tasks No Ans 30 The number of tasks which were redirected because the agent did not answer the call in the current half-hour interval. Derived from: Call_Type_Real_Time.CallsRONAHalf Tasks No Ans Today The number of tasks which were redirected because the agent did not answer the call since midnight. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Overview: Subject Stacked bar graph of the number of tasks in queue within the service level and the number of tasks in queue outside service level for Unified CCE and Network Queue. Purpose To provide information on the number of tasks that have been in queue within the service level threshold, and the number of tasks that have been in queue longer than the service level threshold. This equals the total number of tasks in queue.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports caltyp26: Call Type Tasks Offered Over Half Hour See Caltyp26, page 10-29 for an illustration of this report. Overview: Subject Bar chart of tasks offered to CallTypes since the end of the last half hour interval. Purpose This report provides information on the number of tasks offered to specified call types in the current half hour interval.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports Applicable environment Unified CCE and Unified ICM. Template type Real-time graph Default sort order By call type Drilldowns available No Schema database table Call_Type Call_Type_Real_Time Data: CallType Name The enterprise name for the call type. Derived from: Call_Type.EnterpriseName Avg Delay Now The average number of seconds spent in the queue for tasks that are currently in queue. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports Unified CCE Call Type Real-Time Reports caltyp28: Call Type Task Status Now real-time Report (Unified CCE and Network VRU) See Caltyp28, page 10-30 for an illustration of this report. Overview: Subject Bar graph of number of tasks in queue, tasks at VRU (not in queue), and tasks with Unified CCE agents. Purpose Allows monitoring of number of tasks at VRU (Prompt or Self-Service), number of tasks in Queue, and number of tasks currently with agents.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Note These are tasks in Run VRUScript or Wait state in the routing script. Tasks with IPCC Agents The number of tasks that are currently with Unified CCE agents that have been answered but are not yet handled. A task is considered to be handled after any wrap-up work associated with the task is completed. This is applicable for Unified CCE only. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Data: Enterprise Name The enterprise name of the call type. Derived from: Call_Type.EnterpriseName DateTime The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Call_Type_Half_Hour.DateTime Tasks Routed The number of tasks that have been routed in the half hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Avg Aban Delay Time The average wait time in queue (in HH:MM:SS (hours, minutes, seconds)) for all abandoned tasks in the half hour interval. Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf/ Call_Type_Half_Hour.TotalCallsAbandToHalf Call Summary The totals of each field for each call type. Report Summary The totals of each field in the report.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Service Level The Unified ICME/CCE service level for the call type in the half hour interval. Derived from: Call_Type_Half_Hour.ServiceLevelHalf Note • With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Note Calls offered is incremented when a call gets offered to the router. However, some of the other fields are not incremented until the call is complete. For example, a call offered at 8:55 might not be done with an agent until 9:05 so that the offered field would show up in the 8:30 half-hour data, but one of the other fields, like Calls Handled, would not show up until the 9:00 half-hour data.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Call_Type_Half_Hour.ReturnRingToHalf + Call_Type_Half_Hour.ICRDefaultRoutedToHalf + Call_Type_Half_Hour.NetworkDefaultRoutedToHalf + Call_Type_Half_Hour.OverflowOutHalf + Call_Type_Half_Hour.CallsRONAToHalf + Call_Type_Half_Hour.ReturnReleaseToHalf + Call_Type_Half_Hour.CallsRoutedNonAgentToHalf + Call_Type_Half_Hour.ShortCallsHalf + Call_Type_Half_Hour.AgentErrorCountToHalf + Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Completed Tasks: Flow Out The number of tasks of the call type that flowed out of the call type to another call type in the half hour interval. See How OverFlowOut is Incremented in Call Type Reports. Derived from: Call_Type_Half_Hour.OverflowOutHalf *Completed Tasks: Calls Error The number of calls for this Call Type that had errors or were incomplete in the half hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Completed Tasks: Avg Aban Delay Time The average delay time of all abandoned calls that ended in this call type during the current half hour interval. This includes calls that are abandoned in queue, abandoned while at the IVR (prompting or self service) and abandoned while ringing at the agent's phone or en route to the agent's phone. Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf/ Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Drilldowns available No Schema database tables Call_Type Call_Type_Half_Hour Data: Enterprise Name The enterprise name for the call type and in parentheses the call type ID. Derived from: Call_Type.EnterpriseName + Call_Type_Half_Hour.CallTypeID Date The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports SL Aban Negative The Unified ICME/CCE service level for the call type in which abandoned calls negatively impact the service level (lower it) during the selected interval. This calculation treats abandoned tasks as though they had exceeded the service-level threshold for the half-hour interval.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Note Calls offered is incremented when a call gets offered to the router. However, some of the other fields are not incremented until the call is complete. For example, a call offered at 8:55 might not be done with an agent until 9:05 so that the offered field would show up in the 8:30 half-hour data, but one of the other fields, like Calls Handled, would not show up until the 9:00 half-hour data.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Call_Type_Half_Hour.ReturnBusyToHalf + Call_Type_Half_Hour.ReturnRingToHalf + Call_Type_Half_Hour.ICRDefaultRoutedToHalf + Call_Type_Half_Hour.NetworkDefaultRoutedToHalf + Call_Type_Half_Hour.OverflowOutHalf + Call_Type_Half_Hour.CallsRONAToHalf + Call_Type_Half_Hour.ReturnReleaseToHalf + Call_Type_Half_Hour.CallsRoutedNonAgentToHalf + Call_Type_Half_Hour.ShortCallsHalf + Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports *Completed Tasks: Calls Error The number of calls for this Call Type that had errors or were incomplete during the half-hour interval. Derived from: Call_Type_Half_Hour.ErrorCountToHalf + Call_Type_Half_Hour.IncompleteCallsHalf + Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Call Type Summary The totals for each field, with the exception of the service level fields (which contain percentage values), for each call type. Report Summary The totals for each field for all call types in the report, with the exception of the service level fields (which contain percentage values).
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Router Q Wait Time The time in HH:MM:SS (hours, minutes, seconds) format spent by the tasks of this type in queue at the CallRouter in the half hour interval. (This counts only tasks that have left the queue during the interval. Calls still in the queue at the end of the interval are not counted.) Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Router Tasks Aban Queue The number of tasks to the call type that abandoned during the half-hour interval. This includes calls that abandoned while at the IVR and calls that abandoned while ringing at the agent's phone or on route to the agent's phone. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Error Count The number of errors for tasks of this type during the current half-hour interval. Derived from: Call_Type_Half_Hour.ErrorCountToHalf Agent Error Count The number of calls that encountered an error at the agent desktop during the current half-hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Note With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued, whereas the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports SL Aban The total number of tasks of this call type abandoned within the service level threshold in the half hour interval. Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf Note • With the existence of a network VRU, for Unified CCE and Unified ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Talk Time Half The total talk time in HH:MM:SS (hours, minutes, seconds) for tasks of this call type ending in the half hour interval. Derived from: Call_Type_Half_Hour.TalkTimeHalf Flow Out Half Flow Out calls are those that executed a requalify or call type node and flowed to another call type. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports SL Type The default value that indicates how the software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual call types. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports VRU Unhandled The count of calls that were marked as Offered to the VRU but not handled in the half hour interval. Derived from: Call_Type_Half_Hour.VruUnhandledCallsToHalf VRU Handled The count of VRU calls that were marked as handled at the VRU in the half hour interval. Derived from: Call_Type_Half_Hour.VruHandledCallsToHalf VRU Assisted The count of VRU handled calls that were then marked as routed to agents in the half hour interval.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports CT VRU Time The total time that the all calls spent at the VRU in the half hour interval in the current call type, regardless whether the call was queued or not. In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Ans Interval 2 The number of calls that were answered within interval 2. Derived from: Call_Type_Half_Hour.AnsInterval2 Ans Interval 3 The number of calls that were answered within interval 3. Derived from: Call_Type_Half_Hour.AnsInterval3 Ans Interval 4 The number of calls that were answered within interval 4. Derived from: Call_Type_Half_Hour.AnsInterval4 Ans Interval 5 The number of calls that were answered within interval 5.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Aband Interval 2 The number of calls that were abandoned within interval 2. Derived from: Call_Type_Half_Hour.AbandInterval2 Aband Interval 3 The number of calls that were abandoned within interval 3. Derived from: Call_Type_Half_Hour.AbandInterval3 Aband Interval 4 The number of calls that were abandoned within interval 4. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Calls on Hold The number of calls of this call type that were placed on hold (at least once), ended during the half hour interval. Derived from: Call_Type_Half_Hour.CallsOnHoldToHalf Call Summary The totals for each field, with the exception of the service level fields (which contain percentage values), for each call type.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Drilldowns available No Schema database tables Call_Type Call_Type_Half_Hour Bucket_Interval Data: Enterprise Name The enterprise name for the call type. Derived from: Call_Type.EnterpriseName DateTime The date and time for when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports performed on a call before the call is queued to an agent, the routing 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 negatively impacts the Service Level. • For the AbandInterval fields, the measurement of time begins when the call arrives at the router till the time the router receives the TCD.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Interval 3 - Interval 4: Aban The number of calls abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds (1 and 1/2 minutes). For example: 01:38 - 03:08 Derived from: Call_Type_Half_Hour.AbandInterval4 Interval 4 - Interval 5: Ans The number of calls answered between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes).
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Interval 7 - Interval 8: Aban The number of calls abandoned between interval 7 and interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: 13:08 - 23:08 Derived from: Call_Type_Half_Hour.AbandInterval8 Interval 8 - Interval 9: Ans The number of calls answered between interval 8 and interval 9. The system default interval 9 is 1200 seconds (20 minutes).
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports caltyp32: Call Type Abandon/Answer Distribution Report Overview: Subject A table showing the running (constantly being updated) totals of answered and abandoned calls across daily intervals for each call type. The intervals are measured in minutes and seconds. The header time format is MM:SS. This report shows the numbers for each interval separately. This report is the same as the caltyp31 report minus the half-hour summaries.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports ASA he average answer wait time considered from the time when first queue to skill group or LAA select node was executed for this call to the time when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf/ Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Interval 1 - Interval 2: Aban The number of calls abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38 Derived from: Call_Type_Half_Hour.AbandInterval2 Interval 2 - Interval 3: Ans The number of calls answered between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38 Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Interval 5 - Interval 6: Aban The number of calls abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08 Derived from: Call_Type_Half_Hour.AbandInterval6 Interval 6 - Interval 7: Ans The number of calls answered between interval 6 and interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: 08:08 - 13:08 Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports > Interval 9: Aban The number of calls abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08 Derived from: Call_Type_Half_Hour.AbandInterval10 Call Type Summary A summary of each field for each call type. WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report See Caltyp33, page 10-31 for an illustration of this report. Overview: Subject A table of selected call types showing the running (accumulative) totals of answered and abandoned calls across half-hour intervals. The intervals are measured in minutes and seconds. The header time format is MM:SS.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports DateTime The date and time for when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. For every half hour in the selected time period there is summary row for each selected call type. Derived from: Call_Type_Half_Hour.DateTime ASA The Average Speed of Answer.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Interval 1: Aban The number of calls abandoned up to interval 1. The system default interval 1 is 8 seconds. For example: < 00:08 Derived from: Call_Type_Half_Hour.AbandInterval1 Interval 2: Ans The number of calls answered up to interval 2. The system default interval 2 is 30 seconds. For example: < 00:38 Derived from: Call_Type_Half_Hour.AnsInterval2 Interval 2: Aban The number of calls abandoned up to interval 2.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Interval 5: Aban The number of calls abandoned up to interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: < 05:08 Derived from: Call_Type_Half_Hour.AbandInterval5 Interval 6: Ans The number of calls answered up to interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: < 08:08 Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Interval 9: Aban The number of calls abandoned up to interval 9. The system default interval 9 is 1200 seconds (20 minutes). For example: < 43:08 Derived from: Call_Type_Half_Hour.AbandInterval9 Total: Ans The total number of calls answered for the selected time period. For example: > 43:08 Derived from: Call_Type_Half_Hour.AnsInterval10 Total: Aban The total number of calls abandoned for the selected time period.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Template type Historical table Default sort order By call type and then by date and time Drilldowns available No Schema database tables Call_Type Call_Type_Half_Hour Bucket_Interval Data: Enterprise Name The enterprise name for the call type. Derived from: Call_Type.EnterpriseName ASA The Average Speed of Answer.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports < Interval 1: Ans The number of calls answered up to interval 1. The system default interval 1 is 8 seconds. For example: < 00:08 Derived from: Call_Type_Half_Hour.AnsInterval1 < Interval 1: Aban The number of calls abandoned up to interval 1. The system default interval 1 is 8 seconds. For example: < 00:08 Derived from: Call_Type_Half_Hour.AbandInterval1 < Interval 2: Ans The number of calls answered up to interval 2.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports < Interval 5: Ans The number of calls answered up to interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: < 05:08 Derived from: Call_Type_Half_Hour.AnsInterval5 < Interval 5: Aban The number of calls abandoned up to interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: < 05:08 Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports < Interval 9: Ans The number of calls answered up to interval 9. The system default interval 9 is 1200 seconds (20 minutes). For example: < 43:08 Derived from: Call_Type_Half_Hour.AnsInterval9 < Interval 9: Aban The number of calls abandoned up to interval 9. The system default interval 9 is 1200 seconds (20 minutes). For example: < 43:08 Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports DateTime The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Call_Type_Half_Hour.DateTime Total VRU The total of all the 7 VRU fields to the right of this field in the report (VRU Unhandled, Handled, Assist, Opt Out, Scripted Trans, Forced Trans, and Other). Derived from: (Call_Type_Half_Hour.VruUnhandledCallsToHalf + Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports VRU Other The number of VRU calls marked with any VRUProgress value other than those listed above in the half hour interval. Derived from: Call_Type_Half_Hour.VruOtherCallsToHalf Flow Out The number of calls flowed out to another call type during the current half hour interval. This field increments when a requalify or call type node is executed in the script. See How OverFlowOut is Incremented in Call Type Reports.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Tasks Routed The number of calls of this type that have been routed in the half hour interval. Derived from: Call_Type_Half_Hour.CallsRoutedToHalf Assigned from Queue The number of calls removed from queue to be routed in the half hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Default sort order By enterprise call type and then by date and time Drilldowns available No Schema database tables Call_Type Call_Type_Half_Hour Data: Enterprise Name The enterprise name for the call type. Derived from: Call_Type.EnterpriseName DateTime The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports VRU Scripted Trans The number of the VRU calls marked as routed to agents as a result of normal script procedure in the half-hour interval. Derived from: Call_Type_Half_Hour.Call_Type_Half_Hour.VruScriptedXferredCallsToHalf VRU Forced Trans The number of the VRU calls marked as routed to agents as a result of caller difficulties in the half-hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports Note In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with a Unified CCE with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports caltyp37: Call Type Service Level Abandons Daily Report See Caltyp37, page 10-32 for an illustration of this report. Overview: Subject Line graph of tasks abandoned within Service Level for Call Types per day.
Chapter 2 CallType Reports Unified CCE Call Type Historical Reports • caltyp23: Call Type Historical All Fields Report • caltyp24: Call Type real-time All Fields Report • caltyp35: VRU Calls Analysis Half Hour Report, and • caltyp36: VRU Calls Analysis Daily Report. 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 or requalify node. • The call is redirected.
Chapter 2 Unified CCE Call Type Historical Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
CHAPTER 3 Peripheral and Peripheral Service Report Templates About Peripheral Reports In a Unified CCE environment, there are two WebView reports in the Peripheral category: • periph01: Peripheral real-time Report, page 3-1 • periph06: VRU Peripheral Capacity Report, page 3-4 periph01: Peripheral real-time Report Overview: Subject A table of the selected Peripheral(s) showing the current data for switch status, task and agent status, and service levels (for use with all peripheral types).
Chapter 3 Peripheral and Peripheral Service Report Templates About Peripheral Reports Datetime The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Peripheral_Real_Time.DateTime Status The current failure state of the peripheral: – 0 = normal operation – 1 - 31 = failures that do not affect functionality – 32 - 63 = degraded operation (task routing still possible) – 64 - 127 = failures that prevent task routing.
Chapter 3 Peripheral and Peripheral Service Report Templates About Peripheral Reports Mode The current mode of the peripheral as reported by the Peripheral Gateway (PG). – 0 = off-line – 1 = on-line Note that there might be situations where the Mode field and the Online field do not correlate. This can occur, for example, when both sides of a duplexed PG are inactive. – When SideA is active, Mode shows '1' and Online shows '1'.
Chapter 3 Peripheral and Peripheral Service Report Templates About Peripheral Reports periph06: VRU Peripheral Capacity Report See Periph06, page 10-52 for an illustration of this report. Overview: Subject A table showing statistics about the number of simultaneous calls in progress over time on the selected VRUs (This is applicable for VRU peripherals only). Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 3 Peripheral and Peripheral Service Report Templates About Peripheral Service Reports *Average Calls in Progress The average number of calls in progress during the selected half-hour intervals. In the following calculation, TotalCallsInProgressSamples is the total of PeripheralRealTime.CallsInProgress at all sample points during the half-hour period.
Chapter 3 Peripheral and Peripheral Service Report Templates Summary List of Peripheral Service Templates Summary List of Peripheral Service Templates Click on the name of a service report in the following table to see more detailed information about the data in that report, and how the data is derived from the software's database.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Unified CCE Peripheral Service Reports • persvc20: Peripheral Service for IVR Queue Half Hour Report, page 3-7 • persvc21: Peripheral Service IVR Queue Daily Report, page 3-10 • persvc22: Peripheral Service IVR Self-Service Half Hour Report, page 3-13 • persvc23: Peripheral Service IVR Self-Service Daily Report, page 3-16 • persvc24: Peripheral Service Agent Half Hour Report, page 3-18 • persvc25
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Template type Historical table Default sort order By Service.EnterpriseName, and Service_Half_Hour.SkillTargetID and then by Service_Half_Hour.DateTime Drilldowns available Yes Schema database tables Service Service_Half_Hour Data: Enterprise Name The enterprise name of the peripheral service. Derived from: Service.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Tasks Aban The number of calls associated with this service that completed in the half hour interval that were either fully self-service, or were abandoned before self-service completed, or were sent to an agent (regardless of whether self-service was performed first) and abandoned before the agent answered. Derived from: Service_Half_Hour.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports persvc21: Peripheral Service IVR Queue Daily Report Overview: Subject A table summary of the daily activity in the selected IVR queue(s). Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Data: Enterprise Name The enterprise name of the peripheral service. Derived from: Service.EnterpriseName Date (no label) The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Service_Half_Hour.DateTime Tasks Offered The total number of calls associated with this service that arrived at the IVR in this half hour.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Note When Unified ICM is connected with Unified CCE through an IPCC Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. SL Aban Ignored The Unified ICM/CCE Enterprise service level where abandoned tasks are ignored. The calculation removes tasks abandoned after the service-level threshold for the half-hour interval.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports persvc22: Peripheral Service IVR Self-Service Half Hour Report Overview: Subject A table summary of the activity of the selected IVR self-service(s), gathered in half-hour increments Purpose Shows the activity for the selected IVR service(s) for the selected time period. This report is intended for a Service Control IVR connected to Unified CCE/ICM via a IVR PIM (not via a NIC).
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Date Time (no label) The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month, day, year, hour, minute, second) format. Derived from: Service_Half_Hour.DateTime Tasks Offered The total number of calls associated with this service that arrived at the IVR in the half hour interval. Note that Tasks Offered is not the sum of Tasks Handled and Tasks Abandoned.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Avg Aban Wait The average amount of time spent on the calls in the Tasks Aban column in the half hour interval. Derived from: Service_Half_Hour.AvgDelayQAbandToHalf Note When Unified ICM is connected with Unified CCE through an IPCC Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports persvc23: Peripheral Service IVR Self-Service Daily Report Overview: Subject A table summary of daily IVR self-service activity Note Purpose This report displays the same data as the Persvc22 report, except the data here is broken down by day instead of by half hour. To show the self-service activity for the selected IVR(s) for the selected time period.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Date (no label) The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Service_Half_Hour.DateTime Tasks Offered The total number of calls associated with this service that arrived at the IVR in this half hour. Note that Tasks Offered is not the sum of Tasks Handled and Tasks Abandoned.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Avg Aban Wait The average amount of time spent on the calls in the Tasks Aban column. Derived from: Service_Half_Hour.DelayQAbandTimeToHalf/ Service_Half_Hour.CallsAbandQToHalf When Unified ICM is connected with Unified CCE through an IPCC Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Data: Enterprise Name The enterprise name of the peripheral service Derived from: Service.EnterpriseName DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month, day, year, hour, minute, second) format. Derived from: Service_Half_Hour.DateTime Service Level A Unified ICME/CCE service level in the half hour interval. Derived from: Service_Half_Hour.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Completed Tasks: AHT The average handled task time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by the service in the half hour interval. HandleTime is tracked only for inbound ACD tasks that are counted as handled for the service. HandleTime is the time spent from the task being answered by the agent to the time the agent completed after-task work time for the task.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports persvc25: Peripheral Service Agent Daily Report See Persvc25, page 10-53 for an illustration of this report. Overview: Subject A daily table summary of agent call activity in the selected peripheral service(s) Note This report displays the same data as the Persvc24 report, except the data here is broken down by day instead of by half hour.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports SL Aban Ignored A Unified ICME/CCE service level where abandoned tasks are ignored. The calculation removes tasks abandoned after the service-level threshold for the half-hour interval. Derived from: Service_Half_Hour.ServiceLevelCallsToHalf/ (Service_Half_Hour.ServiceLevelCallsOfferedToHalf Service_Half_Hour.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports *Completed Tasks: Aban Short Tasks The total number of tasks to the service during the half-hour interval that were too short to be considered abandoned. A task is determined to be a short task if it is abandoned before the Abandoned Call Wait Time expired. Short tasks are not considered abandoned and they are not accounted for in any of the Unified ICM abandoned tasks calculations.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports persvc26: Peripheral Service Historical All Fields Report Overview: Subject A table of all the selected peripheral services listing all the available peripheral-service half-hour report data for the selected interval. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Service_Half_Hour.DateTime Time Zone The time zone for the date and time. The value is the offset in minutes from Greenwich Mean Time (GMT). GMT is the time zone at the meridian at Greenwich, England. This time zone is used as an international standard.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Handled The number of tasks associated with the service that were handled in the half hour interval. Derived from: Service_Half_Hour.CallsHandledToHalf *Trans Out The number of tasks transferred out of the service in the half hour interval. The value is updated in the database when the transfer of the call is completed. Derived from: Service_Half_Hour.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports – Positive impact of abandoned tasks: service level = (ServiceLevelCalls + ServiceLevelAband)/ServiceLevelCallsOffered In the preceding calculations, ServiceLevelCallsOffered are all the tasks answered within the threshold. For example: all tasks answered within 5 minutes. Derived from: Service_Half_Hour.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Note When Unified ICM is connected with Unified CCE through an IPCC Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. Derived from: Service_Half_Hour.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Handle Time The total handle time in HH:MM:SS (hours, minutes, seconds) of all tasks associated with the service ending in the half hour interval. Derived from: Service_Half_Hour.HandleTimeToHalf *Short Tasks The total number of tasks associated with the service in the half hour interval that were too short to be considered abandoned.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Flow In The number of tasks the peripheral flowed into this service in the half hour interval. Derived from: Service_Half_Hour.OverflowInToHalf Flow Out The number of tasks the peripheral flowed out of this service in the half hour interval. Derived from: Service_Half_Hour.OverflowOutToHalf Hold Time The hold time for tasks to the service that ended in the half hour interval.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Summary Summaries for each field in the table. persvc27: Peripheral Service real-time All Fields Report Overview: Subject A table of all the selected peripheral services listing all the available service real-time report data. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports *Avg Delay Q Aban5 The average delay time of tasks associated with the service that were abandoned in the service queue during the rolling five minute interval. This value is calculated as follows:DelayQAbandTimeTo5/ CallsAbandQTo5. Derived from: Service_Real_Time.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports ATT5 The average talk time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service that ended during the rolling five minute interval. The value is calculated as follows: TalkTimeTo5/ CallsHandledTo5 Talk time includes the time that tasks were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with task associated with the service or route.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Tasks Routed 30 The running (accumulative) total of tasks routed to this service by Unified ICM for the current half-hour interval. Derived from: Service_Real_Time.CallsRoutedHalf Tasks Routed Today The running (accumulative) total of tasks routed to this service by Unified ICM since midnight. Derived from: Service_Real_Time.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports *Peripheral Service Level: Offer 30 The number of tasks offered to the service used to calculate the peripheral service level for the current half-hour interval. Derived from: Service_Real_Time.PeriphServiceLevelOfferHalf *Peripheral Service Level Offer Today The number of tasks offered to the service used to calculate the peripheral service level since midnight. Derived from: Service_Real_Time.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Ans5 The number of tasks associated with the service that were answered by agents during the rolling five minute interval. Derived from: Service_Real_Time.CallsAnsweredTo5 Incoming5 The number of incoming tasks associated with the service during the rolling five minute interval. Incoming tasks include only Inbound ACD tasks arriving on trunks (that is, tasks that are not internally generated).
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Note When Unified ICM is connected with Unified CCE through an IPCC Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. Handle Time5 The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service ending during the five-minute interval. Derived from: Service_Real_Time.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Answer Wait Time Today The total answer wait time in HH:MM:SS (hours, minutes, seconds) for all incoming tasks associated with the service since midnight. Derived from: Service_Real_Time.AnswerWaitTimeToday Handled Today The running (accumulative) total of tasks associated with the service that were handled since midnight. Derived from: Service_Real_Time.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Service Level Today: Offered The number of tasks associated with the service for which a service level event occurred since midnight. Derived from: Service_Real_Time.ServiceLevelCallsOfferedToday Service Level Today: Tasks The number of tasks associated with the service that were answered within the service level threshold since midnight. Derived from: Service_Real_Time.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Ans30 The number of tasks associated with the service that were answered by agents during the current half-hour interval. Derived from: Service_Real_Time.CallsAnsweredHalf Incoming30 The number of incoming tasks associated with the service during the current half-hour interval. Incoming tasks include only Inbound ACD tasks arriving on trunks (that is, tasks that are not internally generated).
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports Service Level Half Tasks The number of tasks associated with the service answered within the service level threshold during the current half-hour interval. Derived from: Service_Real_Time.ServiceLevelCallsHalf Service Level Half Offered The number of tasks associated with the service for which a service level event occurred during the current half-hour interval. Derived from: Service_Real_Time.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports *Transfer Out: Tasks 5 The number of tasks transferred out of the service during the rolling five minute interval. The value is updated in the database when the transfer of the call is completed. Derived from: Service_Real_Time.TransferOutCallsTo5 *Transfer Out: Tasks Today The number of tasks transferred out of the service since midnight.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports *Flow In Mode The service accepts flow in tasks if the delay for the longest delayed task is less then this value. If 0, the service always accepts flow in tasks; if 127, the service never accepts flow in tasks. Derived from: Service_Real_Time.OverflowInMode Flow In Now The number of tasks flowed into this service that are currently queued or in progress.
Chapter 3 Peripheral and Peripheral Service Report Templates Unified CCE Peripheral Service Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
CHAPTER 4 Agent Report Templates There are four subcategories of agent reports. The templates in each subcategory are similar, and the data is derived from the same database tables. However, the data is grouped and summaries are totalled differently, based on the purpose of the subcategory. You can identify templates that are similar across agent subcategories by the report ID.
Chapter 4 Agent Report Templates Agent By Agent Reports Agent By Agent Reports Reporting on this grouping of agents is useful to a Contact Center Administrators with global responsibility for all agents in the Contact Center, regardless of location. When you generate the report, select from the displayed list of agents in your enterprise. These agents appear in the Items list.
Chapter 4 Agent Report Templates Agent By Agent Reports agent23: Agent Performance Summary Half Hour Report, page 4-32 historical table Agent state summary for selected agents, organized by the selected half hour(s). agent24: Agent Performance Summary Daily Report, page 4-36 historical table Agent state summary for selected agents, organized by the selected day(s).
Chapter 4 Agent Report Templates Agent By Agent Reports Agent real-time reports • agent20: Agent real-time Report, page 4-4 • agent28: Agent real-time All Fields Report, page 4-7 agent20: Agent real-time Report See Agent20, page 10-4, for an illustration of this report. • Overview: Subject 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.
Chapter 4 Agent Report Templates Agent By Agent Reports Extension The phone extension into which the agent is logged. Derived from: Agent_Real_Time.Extension Log On DateTime The date and time that the agent logged in. The format is MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Real_Time.DateTimeLogin Active Skill Group The skill group associated with the task on which the agent is currently working.
Chapter 4 Agent Report Templates Agent By Agent Reports Mobile Agent Phone Number For a mobile agent (an agent working remotely), the current phone number. Derived from: Agent_Real_Time.RemotePhoneNumber Duration In Current State The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange, getdate()) Reason Code A code received from the peripheral that indicates the reason for the agent's last state change.
Chapter 4 Agent Report Templates Agent By Agent Reports – Preview Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Agent Reports Drilldowns available No Schema database table Agent Agent_Real_Time Person Skill_Group Controller_Time Data: Agent Name The agent's last and first name. Derived from: Person.LastName + ', ' + Person.FirstName Active Skill Group The skill group associated with the task on which the agent is working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable.
Chapter 4 Agent Report Templates Agent By Agent Reports – Not Ready The state with an asterisk (*) is a voice media only state. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Agent Reports *Destination The type of outbound task on which the agent is currently working: – None (Not Applicable) – ACD – Direct – Auto out – Reserve – Preview Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Agent Reports *Campaign (Outbound Option only) The campaign ID for the campaign associated with this call. Derived from: Agent_Real_Time.CampaignID *Query Rule (Outbound Option only) The query rule belonging to the campaign identified by the CampaignID. Derived from: Agent_Real_Time.QueryRuleID Duration In Current State The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. Derived from: DATEDIFF(second, Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Agent Reports Application-available, then the application can assign tasks to the agent. In the former case, only Unified ICM can assign tasks to the agent. In the latter, only the application can assign tasks to the agent. Derived from: Agent_Real_Time.AvailableInMRD Task Level Change The date and time of the agent’s last task level change. Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Agent Reports Purpose To show ONLY agents who have logged out from the media routing domain during the selected interval. Applicable environment Unified CCE, Unified ICM Template type Historical table Default sort order By agent last name, first name, media routing domain, logon date and time, logon duration, and logout date and time.
Chapter 4 Agent Report Templates Agent By Agent Reports Extension The phone extension onto which the agent is logged into. If the agent is logged into different devices, this would include the extension at the time the agent logged out. Derived from: Agent_Logout.Extension Log On Date Time The date and time the agent logged on, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: (Agent_Logout.LogoutDateTime - Agent_Logout.
Chapter 4 Agent Report Templates Agent By Agent Reports agent04: Agent Task Detail Activity Report See Agent 04, page 10-3, for an illustration of this report. Overview: Subject A table of selected agents' activity on incoming tasks, outgoing tasks, internal tasks, callback messages, and wrap-up work, gathered in half-hour increments. Note The report time must include the agent’s whole log-on session to get accurate times for the tasks. Callback messages are relevant only for the Aspect ACD.
Chapter 4 Agent Report Templates Agent By Agent Reports Skill Group The agent's skill group's enterprise name and skill target ID of the skill group associated with the task. Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID Log On Duration The total time in hours, minutes, and seconds (HH:MM:SS format) that the agent was logged on during the selected interval. Derived from: Agent_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports *External Out Tasks Avg Time The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made by the agent for the selected interval. Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf / Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf) *Internal Out Tasks Total Tasks The total number of internal tasks initiated by the agent during the selected interval.
Chapter 4 Agent Report Templates Agent By Agent Reports agent05: Agent Task Detail Performance Report See Agent 05, page 10-3, for an illustration of this report. Overview: Subject A table of selected agents' performance relating to abandoned, held, assistance, and conference calls/tasks, gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 4 Agent Report Templates Agent By Agent Reports Aban Ring: Avg Time The average length of time associated with Ringing/offered tasks that were abandoned. Derived from: (Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf / Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf) Incoming Hold Tasks Total Tasks The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State measured during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports *Supervisor Assist Tasks Avg Time The average time in HH:MM:SS (hours, minutes, seconds) that the agent received assistance for all supervisor-assisted tasks during the interval. Derived from: (Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf / Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf) *Conference In Tasks Total Tasks The number of incoming tasks on which the agent was in conference. Incoming tasks include ACD and non-ACD tasks.
Chapter 4 Agent Report Templates Agent By Agent Reports agent06: Agent State Trace Detail By Events Report Overview: Subject A table of agent states and task detail events for agents with agent state trace enabled. The report displays data on the event that changed an agent's state, the new agent state, and the reason for the state change. Purpose To show detail on historical agent-state changes for the selected time period. Note The agent state trace data is not turned on by default.
Chapter 4 Agent Report Templates Agent By Agent Reports Date Time The date and time at which the state change occurred. Derived from: Agent_State_Trace.DateTime Event Name A code indicating the event that caused the agent's last state change. Derived from: Agent_State_Trace.EventName Agent State The current state of the agent.
Chapter 4 Agent Report Templates Agent By Agent Reports Reason Code A code received from the peripheral that indicates the reason for the agent's last state change. If the code is not defined, this displays 0. Derived from: Agent_State_Trace.ReasonCode For reason codes to be displayed in a report: – The agent's CTIOS desk settings and CTIOS registry settings need to be configured to display the reason code. You can do this in the Configuration Manager's Agent Desk Settings List tool.
Chapter 4 Agent Report Templates Agent By Agent Reports agent21: Agent Task Summary Half Hour Report See Agent21, page 10-4, for an illustration of this report. Overview: Subject A table of selected agents showing incoming and outgoing call/task counts and call/task treatments, gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 4 Agent Report Templates Agent By Agent Reports DateTime The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_ Skill_Group_Half_Hour.DateTime Handled The tasks handled by the skill group in the half hour interval. The count for handled tasks associated with a skill group is updated when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Aban Ring For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf All Hold The number of tasks completed by the agent in the given interval that were put on hold or paused in the half hour interval.
Chapter 4 Agent Report Templates Agent By Agent Reports *Consult The number of times an agent consulted with another agent or supervisor by the conference or transfer key in the half hour interval. This includes consulted assisted tasks. Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf + Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf *Supv Assist The number of tasks for which agents received supervisor assistance in the half hour interval.
Chapter 4 Agent Report Templates Agent By Agent Reports agent22: Agent Task Summary Daily Report Overview: Subject A table showing totals for incoming and outgoing call/task counts and call/task treatments, gathered in day increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media. Note This report displays the same information as the Agent21 report except that the data here is by day.
Chapter 4 Agent Report Templates Agent By Agent Reports Date The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime Handled The tasks handled by the skill group during the given interval. The count for handled tasks associated with a skill group is updated when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Aban Ring For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf All Hold The number of tasks completed by the agent in the given interval that were put on hold or paused in the half hour interval.
Chapter 4 Agent Report Templates Agent By Agent Reports Consult The number of times an agent consulted with another agent or supervisor by the conference or transfer key. This includes consulted assisted tasks. Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf + Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf *Supv Assist The number of tasks for which agents received supervisor assistance during the given interval.
Chapter 4 Agent Report Templates Agent By Agent Reports agent23: Agent Performance Summary Half Hour Report See Agent 23, page 10-5, for an illustration of this report. Overview: Subject A table of selected agents showing logged on time, ASA, and time allocations across all agent states, gathered in half-hour increments. Purpose To show agent half-hour performance for the selected time period.
Chapter 4 Agent Report Templates Agent By Agent Reports DateTime The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month, day, year, hour, minute, second) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime ASA The agent'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 the agent’s desktop before the task is answered divided by the number of tasks answered.
Chapter 4 Agent Report Templates Agent By Agent Reports Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) Agent State Times: Active % The percentage of time that the agent has spent in the Active state in relation to LoggedOnTime or the selected interval, whichever is less. Derived from: ((Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Agent State Times: Hold % The percentage of time that the agent was in the Hold/paused state in relation to LoggedOnTime or interval, whichever is less, during the given interval. Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf / Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Media Summary The field totals for the agent data for all skill groups in the media routing domain into which the agents were logged during the given interval. Report Summary The field totals for all agents in the report. agent24: Agent Performance Summary Daily Report See Agent 24, page 10-6 for an illustration of this report.
Chapter 4 Agent Report Templates Agent By Agent Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Agent Reports Agent State Times: Log On Duration The total time in HH:MM:SS (hours, minutes, seconds) that the agent was logged in during the half-hour interval. Derived from: Agent_Half_Hour.LoggedOnTimeToHalf Agent State Times: Active Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state during the half-hour interval. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Agent State Times: Not Ready % The percentage of time that the agent has spent in the Not Ready state in relation to LoggedOnTime or interval, whichever is less. Derived from: (Agent_Half_Hour.NotReadyTimeToHalf / Agent_Half_Hour.LoggedOnTimeToHalf) Agent State Times: Hold Time The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State measured during the half-hour interval.
Chapter 4 Agent Report Templates Agent By Agent Reports Agent State Times: Busy Other Time The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the BusyOther State during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf Agent State Times: Busy Other % The percentage of time that the agent has spent in the BusyOther state in relation to LoggedOnTime or interval, whichever is less. Derived from: (Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Overview: Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Person Skill_Group Media_Routing_Domain Data: Agent Name The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides. Derived from: Person.LastName ‘ , ‘ Person.FirstName and Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Completed Tasks: Incoming Hold Tasks Hold Tasks The number of incoming calls to this agent that were placed on hold in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf Completed Tasks: Incoming Hold Tasks Avg Hold Time The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the half hour interval, for all incoming calls which included hold time.
Chapter 4 Agent Report Templates Agent By Agent Reports *Completed Tasks: External Out The number of Outgoing external calls that this agent made in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf Agent State Times: Log On Duration The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Agent State Times: Wrap Up Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up on incoming and outgoing tasks in the half hour interval. Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports agent26: Agent Consolidated Daily Report See Agent26, page 10-8, for an illustration of this report. Overview: Subject A table of selected agents showing agent call statistics and agent time allocations, gathered in day increments.
Chapter 4 Agent Report Templates Agent By Agent Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Agent Reports Completed Tasks: Redirect No Answer The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Aban Hold The number of Unified ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended during the interval.
Chapter 4 Agent Report Templates Agent By Agent Reports Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf) Agent State Times: % Hold Time The percentage of time that the agent has put a call on hold or paused a task in relation to LoggedOnTime or interval, whichever is less. Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf / Agent_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Media Summary The field totals for all skill groups in the media routing domain into which the agents were logged during the given interval. Report Summary The field totals for all agents in the report. agent27: Agent Historical All Fields Report Overview: Subject A table of all the selected agents listing all the available agent historical report data for the selected interval.
Chapter 4 Agent Report Templates Agent By Agent Reports Data: Agent The agent's last and first name. Derived from: Person.LastName + ', ' + Person.FirstName and Agent_Skill_Group_Half_Hour.SkillTargetID Skill Group The agent's skill group's enterprise name and skill target ID associated with the task. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillGroupSkillTargetID DateTime The date and time at the start of the half-hour interval.
Chapter 4 Agent Report Templates Agent By Agent Reports Incoming Tasks Handle Talk Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for tasks associated with the skill group during the half-hour interval. The value is based on TalkTime. It is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports *Incoming Tasks Conf In The number of incoming calls the agent was conferenced into. Incoming calls include ACD and non-ACD calls. The value is updated in the database when the agent drops off the call or the call becomes a simple two-party call. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports *Incoming Tasks Trans In Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent handling calls transferred to them during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports *OutBound Tasks Cons Out The number of consultative calls completed by agents with at least one ACD call on hold. The count is updated in the database when the after-call work time associated with the consultative call (if any) has completed Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports *OutBound Tasks Hold Tasks The total number of completed outbound ACD calls that agents in the skill group have placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports *Internal Tasks Hold The total number of internal calls the agent placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf *Internal Tasks Hold Time The total time in HH:MM:SS (hours, minutes, seconds) that completed internal calls were placed on hold during the half-hour interval.
Chapter 4 Agent Report Templates Agent By Agent Reports Agent Performance Log On Time The total time, in HH:MM:SS (hours, minutes, seconds), the agent in the skill group was logged on during the half-hour interval. This value is calculated as follows: TalkTimeToHalf + WorkReadyTimeToHalf + HoldTimeToHalf + ReservedStateTimeToHalf + InterruptedTimeToHalf + BusyOtherTimeToHalf + NotActiveTimeToHalf + NotReadyTimeToHalf Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Agent Performance Busy Other The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the BusyOther state. BusyOtherTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf *Callback Msgs The number of callback messages processed by the agent during the half-hour interval. Not for Outbound Option callbacks. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports *Auto Out Talk Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent talking on AutoOut (predictive) calls during the half-hour interval. TalkAutoOutTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports *Preview Talk Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent talking on outbound Preview calls during the half-hour interval. TalkPreviewTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports *Reserve Talk Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent talking on agent reservation calls during the half-hour interval. TalkReserveTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports Net Cons Out Time The number of seconds spent on network consultative calls by agents who have at least one call on hold. Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf Net Conf Out The number of conference calls initiated by agents. Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf Net Conf Out Time The number of seconds spent on conference calls. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Agent Reports agent30: Agent Not Ready Summary Report See Agent30, page 10-8, for an illustration of this report. Overview: Subject An overall summary of the not ready status of agents in a given time period. For details on individual sessions, see the Agent31 report. Note The report only returns accurate data for COMPLETED Not Ready activity.
Chapter 4 Agent Report Templates Agent By Agent Reports Logon Duration The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on for the specified interval of the report. When a session is complete, the following formula is used. When a session is not complete, this field will be marked with an asterisk, and the duration will be calculated with the same formula but with the last event in the time window, rather than with the logout event. Derived from: (Agent_Event_Detail.
Chapter 4 Agent Report Templates Agent By Agent Reports % Logon Duration The percent of the agent's total logon session that the agent spent in the Not Ready state for the given reason. Derived from: (Agent_Event_Detail.Duration / (Agent_Event_Detail.DateTime Agent_Event_Detail.LoginDateTime)) % Not Ready The percentage of time an agent spent in each Not Ready state relative to the other Not Ready states. Derived from: ((Agent_Event_Detail.Duration / (sum of Agent_Event_Detail.
Chapter 4 Agent Report Templates Agent By Agent Reports Purpose To check agent availability in a logon session. The agent state trace data is not turned on by default. Turning it on may have a negative effect on your system. 1. Use the Configuration Manager to turn on this option. 2. Enabling the Agent State Trace option causes the generation of a large amount of historical data.
Chapter 4 Agent Report Templates Agent By Agent Reports Logon Duration The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on for the specified interval of the report. When a session is complete, the following formula is used. When a session is not complete, this field will be marked with an asterisk, and the duration will be calculated with the same formula but with the last event in the time window, rather than with the logout event. Derived from: (Agent_Event_Detail.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Report Summary The total for all fields for all agents in the report. Note: The % Logon Duration and % Not Ready field summaries are averages. Agent by Peripheral Reports Reporting on this grouping of agents is useful to Contact Center Administrators who have responsibility for a certain site within the enterprise. Each site is designated by one or more peripherals.
Chapter 4 Agent Report Templates Agent by Peripheral Reports agtper21: Agent Unified CCE, Unified ICM Peripheral Task Summary Half Hour Report, page 4-88 historical table Task summary for each agent within the selected peripheral(s), organized by the selected half hour(s). agtper22: Agent Unified CCE, Unified ICM Peripheral Task Summary Daily Report, page 4-93 historical table Task summary for each agent within the selected peripheral(s), organized by the selected day(s).
Chapter 4 Agent Report Templates Agent by Peripheral Reports agtper27: Agent Peripheral Historical All Fields Report, page 4-114 Unified CCE, Unified ICM historical table All the report data available from the Agent_Skill_Group_ Half_Hour table for all the agents on the selected peripheral(s). The software generates Agent_Half_Hour records for each agent. This report is for online viewing or for exporting to Excel. It is not formatted for printing.
Chapter 4 Agent Report Templates Agent by Peripheral Reports agtper20: Agent Peripheral real-time Report Overview: Subject A table of all agents on the selected peripheral(s) showing each agent's current skill group, state, and call direction. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media. Purpose To show the current agent status for all the agents connected to the selected peripheral(s).
Chapter 4 Agent Report Templates Agent by Peripheral Reports Extension The current phone extension number on which the agent is working. Derived from: Agent_Real_Time.Extension Log On DateTime The date and time that the agent logged in, measured in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Real_Time.DateTimeLogin Active Skill Group The skill group associated with the task on which the agent is currently working.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Mobile Agent Phone Number For a mobile agent (an agent working remotely), the current phone number. Derived from: Agent_Real_Time.RemotePhoneNumber Duration In Current State The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. Derived from: DATEDIFF(second, Agent_Real_Time.
Chapter 4 Agent Report Templates Agent by Peripheral Reports – Preview Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Sort order By peripheral, then by agent within peripheral, and then by date and time. Drilldowns available No Schema database tables Agent Agent_Real_Time Media_Routing_Domain Peripheral Person Skill_Group Controller_Time Service Data: Peripheral The enterprise name of the peripheral and its ID. Derived from: Peripheral.EnterpriseName and Peripheral.
Chapter 4 Agent Report Templates Agent by Peripheral Reports – *Hold – Paused – Busy Other – Reserved – Not Ready States with an asterisk (*) are voice media only states. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Log On DateTime The date and time the agent logged on. Derived from: Agent_Real_Time.DateTimeLogin *Supv Assist Reqstd Whether or not the agent requested supervisor assistance: – No – Yes Derived from: Agent_Real_Time.RequestedSupervisorAssist *Destination The type of outbound task on which the agent is currently working: – None (Not Applicable) – ACD – Direct – Auto out – Reserve – Preview Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent Status Reserved for future use. Derived from: Agent_Real_Time.AgentStatus *Customer Phone (Outbound Option only) The phone number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.CustomerPhoneNumber *Customer Account (Outbound Option only) The account number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent by Peripheral Reports – NO (Not available) – YES_ICM (Unified ICM available in media routing domain) – YES_APP (Application available in media routing domain) An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not working on a non-interruptible task in another MRD.
Chapter 4 Agent Report Templates Agent by Peripheral Reports agtper03: Agent Peripheral Media Logout Status Report Overview: Subject A table of all agents on the selected peripheral(s) showing each agent's Logon duration and logout date and time. Purpose To show ONLY agents who have logged out from the selected peripheral(s) during the selected interval.
Chapter 4 Agent Report Templates Agent by Peripheral Reports – 0 = Not Mobile (Local agent; normal ACD/Unified CCE phone or non-voice task) – 1 = Call By Call (Mobile agent's phone is connected for each incoming call) – 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected through multiple calls) Derived from: Agent_Logout.PhoneType Mobile Agent Phone Number For a mobile agent (an agent working remotely), the current phone number. Derived from: Agent_Logout.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Report Summary The total log-on duration of all agents in the report. agtper04: Agent Peripheral Task Detail Activity Report Overview: Subject A table of all agents on the selected peripheral(s) showing all the tasks handled by each agent during the given interval, the average length of a task, and the percent of logged on time spent on a particular task.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent Name The last and first name of the agent. Derived from: Person.LastName + ‘,’ + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *External Out Tasks Total Tasks The total number of completed outbound tasks made by the agent during the selected interval. The value is updated when the after-task work associated with the task is completed. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf *External Out Tasks Avg Time The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made by the agent for the selected interval.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Report Summary The totals of agent data for all agents in the report. agtper05: Agent Peripheral Task Detail Performance Report Overview: Subject A table of all agents on the selected peripheral(s) showing the number of tasks done by each agent during the given interval, the average length of a task, and the percent of logged on time spent on a particular type of task, gathered in half-hour increments.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Outgoing Hold Tasks Avg Time The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with outbound tasks the agent placed on hold. Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf) *Internal Hold Tasks Total Tasks The total number of completed internal tasks the agent placed on hold for the interval.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Conference Out Tasks Total Tasks The number of conference calls the agent initiated. Initiated tasks include ACD and non-ACD tasks. The value is incremented when the agent drops off the call and the call becomes a simple two-party call. Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Person Peripheral Media_Routing_Domain Skill_Group Data: Peripheral The enterprise name and ID number of the peripheral on which the agent is working. Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID Agent Name The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Transfer In The number of tasks transferred into the skill group in the half hour interval. This value is updated when the agent completes the call. Note For blind transfers in Unified CCE with an IPCC System PG, this field is updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *External Out The total number of completed outbound tasks made by agents in the skill group in the half hour interval. The value is updated in the database when any after-task work time associated with the task is completed. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf *Internal Out The number of internal outgoing tasks that the agent made from the ACD extension in the half hour interval.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Barge In (Unified CCE only) The number of tasks barged in on by the supervisor in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf *Intercept (Unified CCE only) The number of tasks intercepted by the supervisor in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports agtper22: Agent Peripheral Task Summary Daily Report See Agtper22, page 10-10 for an illustration of this report. Overview: Subject A table of all agents on the selected peripheral(s) showing each agent's task activity, gathered in day increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Redirect No Answer The number of tasks offered at the agents terminal or phone that were redirected to another location because of the agent's failure to respond. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Aban Ring For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Conf Out The number of tasks that the skill group agent conferenced out to another agent or skill group. This includes consultative Calls. The value is updated in the database when the agent drops off the task or the task becomes a simple two-party task. Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports agtper23: Agent Peripheral Performance Summary Half Hour Report Overview: Subject A table of all agents on the selected peripheral(s) showing each agent's performance summary data (logged on time, ASA, and time allocations across all agent states), gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 4 Agent Report Templates Agent by Peripheral Reports DateTime The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime ASA 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 the agent’s desktop before the task is answered divided by the number of tasks answered.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) Agent State Times: Active % The percentage of time that the agent has spent in the Active state in relation to LoggedOnTime or the current half hour interval, whichever is less. Derived from: ((Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent State Times: Hold % The percentage of time that the agent was in the Hold/paused state in relation to LoggedOnTime or the current half hour interval, whichever is less. Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf / Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports agtper24: Agent Peripheral Performance Summary Daily Report Overview: Subject A table of all agents on the selected peripheral(s) showing each agent's performance summary data (logged on time, ASA, and time allocations across all agent states), gathered in day increments. Fields applicable to a voice domain only are prefixed with an asterisk (*).
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent Name The last and first name of the agent. Derived from: Person.LastName + ’ , ’ + Person.FirstName DateTime The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent State Times: Active Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state during the half-hour interval. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent State Times: Hold Time The hold time in HH:MM:SS (hours, minutes, seconds) that a call was put on hold, for calls which included hold time. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf Agent State Times: Hold % The percentage of time that the agent was in the Hold/paused state in relation to LoggedOnTime or interval, whichever is less, during the given interval. Derived from: (Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Report Summary The total of summary lines for all agents in the report. agtper25: Agent Peripheral Consolidated Half Hour Report Template See Agtper25, page 10-11 for an illustration of this report. Overview: Subject A table of all agents on the selected peripheral(s) showing each agent's tasks and performance, gathered in half-hour increments.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Completed Tasks: Redirect No Answer The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Hold Time The percentage of time that the agent has put a call on hold or paused a task in relation to LoggedOnTime or the current half hour interval, whichever is less. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent State Times: Active Time The total time the agent spent talking (or being in the Active state) for the interval. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Template type Historical table Sort order By peripheral, then by media routing domain, agent's last name, first name, and date and time Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Person Peripheral Media_Routing_Domain Skill_Group Skill_Group_Member Data: Peripheral The enterprise name of the peripheral and its ID. Derived from: Peripheral.EnterpriseName and Peripheral.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Completed Tasks: Incoming AHT The average time spent by the agent in handling a task, measured in HH:MM:SS (hour, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: Incoming Hold Tasks Held Tasks The number of incoming calls to this agent that were placed on hold. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Completed Tasks: Transfer Out The number of calls this agent transferred to another agent or skill group. This includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer of the call. Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent State Times: % Reserved The percentage of time that the agent has spent in Reserved state waiting for a Unified ICM routed task from this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf / Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports agtper27: Agent Peripheral Historical All Fields Report Overview: Subject A table of all the agents in the selected peripherals listing all the available agent historical report data for the selected interval. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent Name (no label) The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides. Derived from: Person.LastName + ’ , ’ + Person.FirstName + Agent.SkillTargetID Skill Group (no label) The skill group in which the agent is active for the interval and Skill Group Skill Target ID. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Cons Tasks The number of consultative tasks completed by the agent with at least one ACD call on hold. The count is updated in the database when the after-call work time associated with the consultative call (if any) has completed Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf *Conf In The number of incoming calls the agent was conferenced into. Incoming calls include ACD and non-ACD calls.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Sup Assist The number of calls for which agents received supervisor assistance in the half hour interval. The value is updated in the database when the supervisor assist call completes. Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf *Barge In (Unified CCE only) The number of calls barged in on either by the supervisor or by the agent. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *OutBound Tasks Talk Out Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent talking on outbound calls in the half hour interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports Agent Performance Work Ready Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the Work Ready state in the half hour interval. WorkReadyTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Auto Out Time (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed AutoOut (predictive) calls handled by the agent in the skill group in the half hour interval. The AutoOutCallsTimeToHalf value includes the time spent from the call being initiated to the time the agent completes any after-call work for the call.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Preview Talk Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent talking on outbound Preview calls in the half hour interval. TalkPreviewTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Reserve On Hold Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that agent reservation calls were placed on hold by the agent in the skill group in the half hour interval. The value is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *On Hold Calls Int Tasks The total number of internal calls the agent placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf *On Hold Calls Time Out Extn The total number of seconds that outbound ACD calls were placed on hold by agents in the skill group in the half hour interval.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *OutBound Tasks Talk + Hold Time The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls handled by the agent in the skill group in the half hour interval. This value includes the time spent from the call being initiated by the agent to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *OutBound Tasks Conf Out Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference calls that they initiated. The conferenced out calls include ACD and non-ACD calls. The value includes any HoldTime for the call. The value is updated in the database when the agent drops off the call or the call becomes a simple two-party call. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent by Peripheral Reports *Incoming Tasks Trans In Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent handling calls transferred to them in the half hour interval. This value is updated when the agent completes the call. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Agent By Skill Group Reports This grouping of agents is useful for a Contact Center Supervisor or team lead that is responsible for specific skill groups. For the report, select from the displayed list of skill groups in your enterprise. For an overview of skill groups, see About Skill Groups.
Chapter 4 Agent Report Templates Agent By Skill Group Reports agtskg10: Outbound Outbound Option (Unified CCE, Option (Blended Option) Predictive and Progressive Unified ICM) Tasks Detail Performance Report, page 4-151 historical table Each agent's task detail data performance on predictive tasks, gathered in half-hour increments agtskg11: Outbound Option (Blended Agent) Preview Task Detail Performance Report, page 4-153 Outbound Option (Unified CCE, Unified ICM) historical table Each agent's perform
Chapter 4 Agent Report Templates Agent By Skill Group Reports agtskg27: Agent Skill Unified CCE, Group Historical All Fields Unified ICM Report, page 4-180 historical table All the report data available from the Agent_Skill_Group_Half_Hour table, organized by skill groups and then by agents within the skill group. This report is for online viewing or for exporting to Excel. It is not formatted for printing.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Drilldowns available No Schema database tables Skill_Group Agent Person Agent_Real_Time Campaign Query_Rule Data: Skill Group The name of the skill group to which these agent is associated. Derived from: Skill_Group.EnterpriseName Agent Name The last and first name of the agent. Derived from: Person.LastName + ' , ' + Person.FirstName Extension The phone extension assigned to the agent. Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Query Rule Name The name of the Outbound Option query rule currently in operation. Derived from: Query_Rule.QueryRuleName *Customer Phone The telephone number of the customer to whom the agent is speaking. Derived from: Agent_Real_Time.CustomerPhoneNumber *Customer Account The account number of the customer to whom the agent is speaking. Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Drilldowns available No Schema database tables Agent_Real_Time Agent Person Agent_Skill_Group_Real_Time Skill_Group Data: Skill Group The skill group associated with the task on which the agent is working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task.
Chapter 4 Agent Report Templates Agent By Skill Group Reports – Not Ready States with an asterisk (*) are voice media only states. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Skill_Group_Real_Time.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Supv Assist Reqstd Whether or not the agent requested supervisor assistance: – No – Yes Derived from: Agent_Skill_Group_Real_Time.RequestedSupervisorAssist *Destination The type of outbound task on which the agent is currently working: – None (Not Applicable) – ACD – Direct – Auto out – Reserve – Preview Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Customer Phone (Outbound Option only) The phone number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.CustomerPhoneNumber *Customer Account (Outbound Option only) The account number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.CustomerAccountNumber *Campaign (Outbound Option only) The campaign ID for the campaign associated with this call. Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Skill Group Reports – YES_APP (Application available in media routing domain) An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not working on a non-interruptible task in another MRD.” If an agent is ICM-available, then Unified ICM can assign tasks to the agent.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Drilldowns available No Schema database tables Agent Agent_Real_Time Media_Routing_Domain Person Skill_Group Skill_Group_Real_Time Agent_Skill_Group_Real_Time Controller_Time Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + ’ , ’ + Person.FirstName Skill Group The skill group associated with the task on which the agent is currently working.
Chapter 4 Agent Report Templates Agent By Skill Group Reports – Work Not Ready – *Hold – Paused – Busy Other – Reserved – Not Ready The state with an asterisk (*) is a voice media only state. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Skill_Group_Real_Time.
Chapter 4 Agent Report Templates Agent By Skill Group Reports – No – Yes Derived from: Agent_Real_Time.RequestedSupervisorAssist Direction The direction of active task: – In (inbound task - non voice tasks are always inbound) – Out (outgoing external task) – Other (outgoing or incoming internal task) – Not Applicable (if the logged in agent is not active in the skill group) Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Skill Group Reports – YES_APP (Application available in media routing domain) An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not working on a non-interruptible task in another MRD.” If an agent is ICM-available, then Unified ICM can assign tasks to the agent.
Chapter 4 Agent Report Templates Agent By Skill Group Reports agtskg03: Agent Skill Group Logout Status Report Overview: Subject A table of all the agents in the selected skill groups showing logout data for each agent, gathered in half-hour increments Purpose To show ONLY agents who have logged out from the selected skill group(s) during the selected interval.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Log On DateTime The date and time the agent logged on, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Logout.LogoutDateTime Agent_Skill_Group_Logout.LoginDuration Log On Duration The time measured in HH:MM:SS (hours, minutes, seconds) format that the agent spent logged on. Derived from: Agent_Skill_Group_Logout.
Chapter 4 Agent Report Templates Agent By Skill Group Reports agtskg04: Agent Task Detail Activity Report Overview: Subject A table of all agents in the selected skill groups showing agent task detail data including information about incoming tasks, outgoing tasks, internal tasks, callbacks, and wrap-up work, gathered in half-hour increments. Note The report time must include the agent’s whole log-on session to get accurate times for the tasks.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Log On Duration The total time in HH:MM:SS (hours, minutes, seconds) format that agent was logged on during the interval. Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf Available in MRD The length of time in HH:MM:SS (hours, minutes, seconds) that the agent was available in the media routing domain to accept more tasks. Derived from: Agent_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *External Out Tasks: Avg Time The average length of time in hours, minutes, and seconds (HH:MM:SS format) for outgoing tasks made by the agent for the interval. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf / Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf *External Out Tasks: % Time The percentage of all tasks handled by the agent for the period that were outgoing tasks. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Media Summary The total data for all agents in the media routing domain. Agent Summary The total data for an agent. Report Summary The total data for all agents in the report.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Skill Group The name of the skill group to which these agent is associated. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Aban Hold The total number of calls that where abandoned while being held at the agent's extension and/or the paused tasks that the agent ended during the given interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Internal Hold Tasks Total Tasks The total number of completed internal tasks the agent placed on hold for the interval. The value is incremented when the after-call work associated with the call is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf *Internal Hold Tasks Avg Time The average on hold time associated with internal tasks the agent placed on hold. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Conference Out Tasks Avg Time The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference on agent-initiated tasks during the interval. This value includes hold time associated with the conference tasks. Derived from: (Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf + Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf)/ (Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Redirect No Answer The number of tasks during the selected time period that were redirected (sent to another location) on failure to answer or to respond. The value is incremented at the time the call is diverted to another device. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Skill Group Summary A summary of each field for all agents in each skill group.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Data: Skill Group Enterprise Name The name of the skill group. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Agent Name The last and first name of the agent. Derived from: Person.LastName + Person.FirstName Duration The total handle time, in HH:MM:SS (hours, minutes, seconds) for completed AutoOut (predictive) calls handled by the agent in the skill group during the half-hour interval.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Reserve Tasks The total number of completed agent reservation calls made by the agent in the skill group during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Data: Skill Group The enterprise name of the skill group. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Agent Name The last and first name of the agent. Derived from: Person.LastName + Person.FirstName Duration The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound preview calls handled by the agent in the skill group during the half-hour interval.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Reserve Tasks The total number of completed agent reservation calls made by the agent in the skill group during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Data: Skill Group The name of the skill group. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Agent Name The last and first name of the agent. Derived from: Person.LastName + Person.FirstName Duration The total handle time in HH:MM:SS (hours, minutes, seconds) for completed agent reservation calls handled by the agent in the skill group during the half-hour interval.
Chapter 4 Agent Report Templates Agent By Skill Group Reports agtskg21: Agent Skill Group Task Summary Half Hour Report See Agtskg21, page 10-12 for an illustration of this report. Overview: Subject A table of all agents in the selected skill groups showing each agent's incoming and outgoing task counts and task treatments, gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Log On Duration The total time period in the half hour interval that the agent was logged in measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf Handled Tasks The number of Unified ICM routed tasks that the agent has handled in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Internal Out Time The number of seconds spent on internal tasks initiated by the agent in the half hour interval. The value is updated in the database when the after-call work time associated with the task (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf *Transfer Out The number tasks this agent transferred out to another agent or skill group in the half hour interval.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Transfer In The number of incoming tasks in the half hour interval that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing. This value is updated when the agent completes the call. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports agtskg22: Agent Skill Group Task Summary Daily Report Overview: Subject A table of all agents in the selected skill groups showing each agent's daily totals for incoming and outgoing task counts and task treatments, gathered in day increments. Note: This report contains the same data as the Agtskg21 report except that here the data is gathered by day rather than by half hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Log On Duration The total time period the agent was logged in measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf Handled Tasks The number of Unified ICM routed tasks that the agent has handled. Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf Handled Time The time the agent spent on Unified ICM routed tasks, measured in HH:MM:SS (hours, minutes, seconds) format.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Internal Out Time The number of seconds spent on internal tasks initiated by the agent during the half-hour interval. The value is updated in the database when the after-call work time associated with the task (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf *Transfer Out The number tasks this agent transferred out to another agent or skill group.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Transfer In The number of incoming tasks that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing. This value is updated when the agent completes the call. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Applicable environment Unified CCE, Unified ICM Template type Historical table Default sort order By last name, first name, media, skill group, and then by date and time Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Media_Routing_Domain Person Skill_Group Data: Skill Group The agent skill group's enterprise name and skill target ID. Derived from: Skill_Group.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Completed Tasks: Incoming AHT The average time spent by the agent in handling a task in the half hour interval, measured in HH:MM:SS (hours, minutes, seconds). Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf) Completed Tasks: Incoming Hold Tasks Hold Tasks The number of incoming calls to this agent that were placed on hold in the half hour interval.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Completed Tasks: Emerg Assist (Unified CCE only) The number of calls that required emergency assistance in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf *Completed Tasks: Barge In (Unified CCE only) The number of calls that were barged-in by the supervisor in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Agent State Times: Reserved Time The time the agent spent in the Reserved state in the half hour interval waiting for Unified ICM routed call to arrive, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Media_Routing_Domain Person Skill_Group Data: Skill Group The agent skill group's enterprise name and skill target ID. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Media The media routing domain into which the agent is logged for doing this type of task.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Completed Tasks: Incoming Hold Tasks Avg Hold Time The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold, for all incoming calls which included hold time. Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf) Completed Tasks: Aban Ring For voice: the total number of calls that were abandoned while the agent’s phone was ringing.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Agent State Times: Active Time The total time the agent spent talking (or being in the Active state) for the interval. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Media Summary The total of all agent data for each media routing domain. Report Summary The total of all agent data for all agents in report. agtskg25: Agent Skill Group Consolidated Half Hour Report See Agtskg25, page 10-13 for an illustration of this report. Overview: Subject A table of selected agents showing agent call statistics and agent time allocations, gathered in half-hour increments.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Completed Tasks: Redirect No Answer The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Aban Hold The number of Unified ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended in the half hour interval.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Agent State Times: % Active Time The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Agent State Times: % Busy Other The percentage of time that the agent has spent in the BusyOther state in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimetoHalf / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf) Skill Group Summary The total of all agent data for all agents in the skill group. Media Summary The total of all agent data for each media routing domain.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Overview: Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Person Skill_Group Media_Routing_Domain Data: Skill Group The agent's skill group's enterprise name and skill target ID. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Media The media routing domain into which the agent is logged for doing this type of task.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Completed Tasks: Incoming Hold Tasks Held Tasks The number of incoming calls to this agent that were placed on hold. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf Completed Tasks: Incoming Hold Tasks Avg Hold Time The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold, for all incoming calls which included hold time. Derived from: (Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Completed Tasks: External Out The number of Outgoing external calls that this agent made during this interval. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf Agent State Times: Log On Duration The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Agent State Times: % Wrap Up The percentage of time that the agent has spent in Wrap-up state after an incoming or outgoing calls to/from this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimetoHalf + Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf) / Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Purpose To show all the available agent skill-group historical report data in the Agent_Skill_Group_Half_Hour database table so that you can select which data you want for a customized agent skill-group historical report. Note This report is designed to be saved and exported or copied to another format. For example, you can export the report to an Excel spreadsheet and modify the report to suit your needs.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Incoming Tasks Ans Wait Time The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks answered by the agent in the half hour interval. AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for Unified ICM systems) and NetQTime (for Unified CCE systems). Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Incoming Tasks Aban Hold The total number of calls that were abandoned while being held by the agent and/or the number of paused tasks the agent ended. This value is updated in the database at the time the held call disconnects or the paused task ends. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Incoming Tasks Hold Time The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound tasks were placed on hold or paused in the half hour interval. The value is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Term The total number of ACD calls that were terminated by agents before the far end released. The value is updated in the database at the time the call disconnects. The value includes AgentOutCalls and CallsHandled for the agents in the skill group. Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf *OutBound Tasks Trans Out The number of calls transferred out by the agent in the half hour interval.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *OutBound Tasks Hand Time The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls handled by the agent in the skill group in the half hour interval. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Internal Tasks The number of internal calls initiated by the agent in the half hour interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf *Internal Tasks Time The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls initiated by the agent in the half hour interval.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Task Treatment Barge In (Unified CCE only) The number of calls barged in on either by the supervisor or by an agent. Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf *Task Treatment Intercept (Unified CCE only) The number of calls intercepted by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf *Task Treatment Monitor The number of calls monitored by the supervisor.
Chapter 4 Agent Report Templates Agent By Skill Group Reports Agent Performance Not Ready The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group was in the Not Ready state in the half hour interval. NotReadyTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Auto Out Handle Time (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed AutoOut (predictive) calls handled by the agent in the skill group in the half hour interval. The AutoOutCallsTimeToHalf value includes the time spent from the call being initiated to the time the agent completes any after-call work for the call.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Preview Handle Time (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound Preview calls handled by the agent in the skill group in the half hour interval. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call.
Chapter 4 Agent Report Templates Agent By Skill Group Reports *Reserve Handle Time (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed agent reservation calls handled by the agent in the skill group in the half hour interval. The ReserveCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call.
Chapter 4 Agent Report Templates Agent By Team Reports Interrupted Time The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted state in the half hour interval. This field is currently not used in the database. Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf DB DateTime The date and time that data was last written to the Historical Database Server (HDS) from the logger database. This is different from the time that the data was created.
Chapter 4 Agent Report Templates Agent By Team Reports Summary List of Agent by Team Reports The following table lists all the Unified ICM Agents by Team report templates that WebView provides. Each of these templates can be used in a Unified CCE environment, a few of them can be used only in a Unified CCE environment, and most of them can be used in either a Unified CCE or Unified ICME. Click the template name for a detailed description.
Chapter 4 Agent Report Templates Agent By Team Reports agteam24: Agent Team Performance Summary Daily Report, page 4-234 Unified CCE, Unified historical table ICM Agent state summary for each agent within the selected team(s), organized by the selected day(s). agteam25: Agent Team Consolidated Half Hour Report, page 4-238 Unified CCE, Unified historical table ICM Agent half-hour activity and performance for all the agents in the selected team(s) during the selected half-hour interval(s).
Chapter 4 Agent Report Templates Agent By Team Reports agteam02: Agent Skill Group Status Report See Agteam02, page 10-14 for an illustration of this report.
Chapter 4 Agent Report Templates Agent By Team Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent is currently working. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Team Reports Reason Code A code received from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0. Derived from: Agent_Skill_Group_Real_Time.ReasonCode Note • The agent's CTIOS desk settings and CTIOS registry settings need to be configured to display the reason code. You can do this in the Configuration Manager's Agent Desk Settings List tool.
Chapter 4 Agent Report Templates Agent By Team Reports Data: Agent Team The Enterprise Name of the agent team. Derived from: Agent_Team.EnterpriseName Supervisor The agent teams' primary supervisor. Derived from: Person.LastName + ' ' + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent is currently working. Each media routing domain has its own skill groups.
Chapter 4 Agent Report Templates Agent By Team Reports – Not Active – Work Ready – *Hold – Paused – Busy Other – Reserved – Not Ready The state with an asterisk (*) is a voice media only state. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Team Reports – No – Yes Derived from: Agent_Real_Time.RequestedSupervisorAssist Direction The direction of active task: – In (inbound task - non voice tasks are always inbound) – Out (outgoing external task) – Other (outgoing or incoming internal task) – Not Applicable (if the logged in agent is not active in the skill group) Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Team Reports agteam28: Agent Team real-time All Fields Report Overview: Subject A table of all the selected agent teams listing all the available agent real-time report data. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 4 Agent Report Templates Agent By Team Reports Supervisor The agent's primary supervisor. Derived from: Person.LastName + ' ' + Person.FirstName Media The media routing domain into which the agent is logged. This is the media routing domain with which the agent's Skill Group is associated. Derived from: Media_Routing_Domain.EnterpriseName Agent Name The agent's last name and first name and the agent skill ID Person.LastName, + Person.FirstName + Agent.
Chapter 4 Agent Report Templates Agent By Team Reports States with an asterisk (*) are voice media only states. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Team Reports *Supv Assist Reqstd Whether or not the agent requested supervisor assistance: – No – Yes Derived from: Agent_Real_Time.RequestedSupervisorAssist *Destination The type of outbound task on which the agent is currently working: None (Not Applicable) – ACD – Direct – Auto out – Reserve – Preview Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Team Reports Agent Status Reserved for future use. Derived from: Agent_Real_Time.AgentStatus *Customer Phone (Outbound Option only) The phone number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.CustomerPhoneNumber *Customer Account (Outbound Option only) The account number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Team Reports Available in MRD Whether or not the agent is available to accept a task in this media routing domain: NO (Not available) YES_ICM (Unified ICM available in media routing domain) YES_APP (Application available in media routing domain) An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not
Chapter 4 Agent By Team Reports Drilldowns available No Schema database tables Person Agent Agent_Team_Member Agent_Team Skill_Group_Member Skill_Group Media_Routing_Domain Data: Agent Team The Enterprise Name of the agent team. Derived from: Agent_Team.EnterpriseName Supervisor The team's primary supervisor. Derived from: Person.LastName + ' ' + Person.FirstName Agent Name The agent's last name and first name. Person.LastName, + Person.FirstName Login Name The agent's login name.
Chapter 4 Agent Report Templates Agent By Team Reports agteam32: Agent Team State Counts real-time Report See Agteam32, page 10-21 for an illustration of this report. Overview: Subject A table summary of the number of agents in various agent states. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 4 Agent Report Templates Agent By Team Reports Agents Logged On The number of agents currently logged on. Derived from: Count of agents with Agent_Real_Time.AgentState != ‘0’ Active IN The number of agents currently working on incoming tasks. Derived from: Count of agents where Agent_Real_Time.AgentState = ‘11’ or ‘4’ And Direction = ‘1’ * Active OUT The number of agents currently working on outbound tasks. Derived from: Count of agents where Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Team Reports Reserved The number of agents currently in the Reserved state, a state in which an agent has been selected to receive a task. An agent is in the Reserved state until the task is answered. Derived from: Count of agents where Agent_Real_Time.AgentState = ‘8’ Eligible For Task The number of agents who are eligible to receive tasks in the specified media routing domain. Derived from: Count of agents where Agent_Real_Time.
Chapter 4 Agent Report Templates Agent By Team Reports Agent by Team Historical Reports Note • agteam03: Agent Logout Status By Team Report, page 4-213 • agteam04: Agent Task Detail Activity Report, page 4-215 • agteam05: Agent Task Detail Performance Report By Team, page 4-218 • agteam21: Agent Team Task Summary Half Hour Report, page 4-221 • agteam22: Agent Team Task Summary Daily Report, page 4-226 • agteam23: Agent Team Performance Summary Half Hour Report, page 4-230 • agteam24: Agent
Chapter 4 Agent Report Templates Agent By Team Reports agteam03: Agent Logout Status By Team Report See Agteam03, page 10-15 for an illustration of this report. Overview: Subject A table of agents by selected team showing the Logon duration, and the logout date and time for each agent. Purpose To show ONLY agents who have logged out from the selected team(s) during the selected interval.
Chapter 4 Agent Report Templates Agent By Team Reports Media The media routing domain from which the agent is logged off. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Team Reports • You must enable reason code reporting by selecting the "agent event detail" check box in the Configuration Manager's PG Explorer. For more information, see About Agent Log Out Reason Codes. Derived from: Agent_Logout.ReasonCode Media Summary The total log-on duration of all agents in the media routing domain. Agent Team Summary The total log-on duration of all agent teams in the report.
Chapter 4 Agent Report Templates Agent By Team Reports Data: Agent Team The name of the agent team. Derived from: Agent_Team.EnterpriseName Supervisor The agent team's primary supervisor. Derived from: Person.LastName + ', ' + Person.FirstName Agent Name The agent's last name and first name. Derived from: Person.LastName + ', ' + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task.
Chapter 4 Agent Report Templates Agent By Team Reports % Wrap Up Time The percentage of time that the agent spent in wrap-up on all tasks counted as handled during the interval. An agent doing wrap-up work is either in the Work Ready or Work Not Ready state. This value is measured against the total time the agent was logged on during the half-hour interval. Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Agent Summary The total agent data for the agent during the specified interval. Media Summary The total agent data in the media routing domain into which the agent was logged for the given interval. agteam05: Agent Task Detail Performance Report By Team See Agteam05, page 10-16 for an illustration of this report.
Chapter 4 Agent Report Templates Agent By Team Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Team Reports *Outgoing Hold Tasks Total Tasks The total number of completed outbound tasks the agent placed on hold at least once. The value is incremented when the after-call work associated with the call is completed. Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports *Conference In Tasks Avg Time The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference with tasks during the interval. This value includes hold time associated with the conference tasks. Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf/ Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf *Conference Out Tasks Total Tasks The number of conference calls the agent initiated.
Chapter 4 Agent Report Templates Agent By Team Reports Applicable environment Unified CCE, Unified ICM Template type Historical table Default sort order By agent team, media routing domain, agent last name, agent first name, and date and time Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Agent_Team Agent_Team_Member Person Media_Routing_Domain Skill_Group Data: Agent Team The Enterprise Name of the agent team and the agent team ID.
Chapter 4 Agent Report Templates Agent By Team Reports Log On Duration The total time period in the half hour interval the agent was logged on measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Half_Hour.LoggedOnTimeToHalf Handled The number tasks that the agent ended in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports *Tasks Consult The number of times an agent consulted with another agent or supervisor through the conference or transfer key in the half hour interval. This includes supervisor or emergency assisted calls. Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Time Handled The time the agent spent on Unified ICM routed tasks in the half hour interval, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf *Time Internal In The time the agent spent on direct incoming calls in the half hour interval, measured in HH:MM:SS (hours, minutes, seconds). This does not include time spent on calls routed by Unified ICM to the agent.
Chapter 4 Agent Report Templates Agent By Team Reports agteam22: Agent Team Task Summary Daily Report See Agteam22, page 10-17 for an illustration of this report. Overview: Subject A table summary of agent call/task data for all the agents within the selected agent team(s), gathered in day increments. Note This report contains the same data as the Agteam21 report except that here the data is gathered by day rather than by half-hour.
Chapter 4 Agent Report Templates Agent By Team Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Team Reports *Tasks Transfer Out The number calls this agent transferred out to another agent or skill group. This includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer. Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports *Tasks Emerg Assist (Unified CCE only) The number of tasks that required emergency assistance. Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf *Tasks Barge In (Unified CCE only) The number of tasks into which the supervisor has barged. Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf *Tasks Intercept (Unified CCE only) The number of tasks that required interception by the supervisor.
Chapter 4 Agent Report Templates Agent By Team Reports Media Summary The totals of agent data for a media routing domain, in which the agent was logged during the given interval Agent Team Summary The total agent data in the agent team. Report Summary The total agent data for all agent teams in the report.
Chapter 4 Agent Report Templates Agent By Team Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Team Reports Completed Tasks: Redirect No Answer The number of tasks offered at the agents terminal or phone in the half hour interval that were redirected to another location because of the agent's failure to respond. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Agent State Times: Not Active Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not Active state in the half hour interval. Derived from: Agent_Half_Hour.AvailTimeToHalf Agent State Times: Hold Time The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State measured in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports agteam24: Agent Team Performance Summary Daily Report See Agteam24, page 10-18 for an illustration of this report. Overview: Subject A table summary of agent performance data for all the agents within the selected agent team(s), gathered in day increments. Note: This report contains the same data as the Agteam23 report except that here the data is gathered by day rather than by half-hour.
Chapter 4 Agent Report Templates Agent By Team Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Team Reports Completed Tasks: Redirect No Answer The number of tasks offered at the agents terminal or phone that were redirected to another location because of the agent's failure to respond. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Aban Hold The number of Unified ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended during the interval.
Chapter 4 Agent Report Templates Agent By Team Reports Agent State Times: Not Active Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not Active state during the half-hour interval. Derived from: Agent_Half_Hour.AvailTimeToHalf Agent State Times: Hold Time The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State measured during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports agteam25: Agent Team Consolidated Half Hour Report Overview: Subject A table summary of task and Agent State Times for all the agents within the selected agent team(s), gathered in half-hour increments. Note Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report). This includes any tasks which began before the time frame shown.
Chapter 4 Agent Report Templates Agent By Team Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Team Reports Completed Tasks: Redirect No Answer The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Aban Hold The number of Unified ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended in the half hour interval.
Chapter 4 Agent Report Templates Agent By Team Reports Agent State Times: % Hold Time The percentage of time that the agent has put a call on hold or paused a task in relation to LoggedOnTime or the half hour interval, whichever is less. Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf/Agent_Half_Hour.LoggedOnTimeTimeToHalf Agent State Times: % Not Active The percentage of time that the agent has spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups.
Chapter 4 Agent Report Templates Agent By Team Reports agteam26: Agent Team Consolidated Daily Report See Agteam26, page 10-19 for an illustration of this report. Overview: Subject A table summary of task and agent statistics for all the agents within the selected agent team(s), gathered in day increments. Note Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report). This includes any tasks which began before the time frame shown.
Chapter 4 Agent Report Templates Agent By Team Reports Data: Agent Team The Enterprise Name of the agent team and the agent team ID. Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID Supervisor The agent teams' primary supervisor. Derived from: Person.LastName + ', ' + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task.
Chapter 4 Agent Report Templates Agent By Team Reports Completed Tasks: Incoming Hold Tasks Avg Hold Time The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold, for all incoming calls which included hold time. Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf) Completed Tasks: Aban Ring For voice: the total number of calls that were abandoned while the agent’s phone was ringing.
Chapter 4 Agent Report Templates Agent By Team Reports Agent State Times: % Active Time The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Agent State Times: % Busy Other The percentage of time that the agent has spent in the BusyOther state in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimetoHalf / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf) Media Summary The totals of agent data for a media routing domain, in which the agent was logged during the given interval Agent Team Summary The total agent data in the agent team.
Chapter 4 Agent Report Templates Agent By Team Reports Template type Historical table Default sort order agent team, media routing domain, agent last name, agent first name, and date and time Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Agent_Team Agent_Team_Member Person Media_Routing_Domain Skill_Group Data: Agent Team The Enterprise Name of the agent team and its agent team ID. Derived from: Agent_Team.EnterpriseName and Agent_Team.
Chapter 4 Agent Report Templates Agent By Team Reports Task Treatment: Handled The total number of tasks handled by the agent in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalfT Task Treatment: Aban While Offer For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Task Treatment: Redirect No Answer The number of tasks offered at the agents terminal or phone that were redirected to another location because of the agent's failure to respond. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf *Task Treatment: Short Tasks The number of calls answered by the agent where the duration of the call fell short of the peripherals Answered Short Calls threshold.
Chapter 4 Agent Report Templates Agent By Team Reports Task Time: Log On Time The total time the agent in the skill group was logged on in the half hour interval. This value is calculated as follows:HoldTimeToHalf + TalkInTimeToHalf + TalkOutTimeToHalf + TalkOtherTimeToHalf + AvailTimeToHalf + NotReadyTimeToHalf + WorkReadyTimeToHalf + WorkNotReadyTimeToHalf + BusyOtherTimeToHalf + ReservedStateTimeToHalf Derived from: Agent_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Task Time: Reserved Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group was in the Reserved state in the half hour interval. ReservedStateTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports *Task Time: Supv Assist The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent on supervisor-assisted calls in the half hour interval. The value is updated in the database when the supervisor assist call completes. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports *Preview: Tasks (Outbound Option only) The total number of completed outbound Preview calls made by the agent in the skill group in the half hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports *Reserve: Handle Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group was in the Reserved state in the half hour interval. ReservedStateTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports *Talk Reserve Time (Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed agent reservation calls handled by the agent in the skill group in the half hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call.
Chapter 4 Agent Report Templates Agent By Team Reports *On Hold Tasks Time: Int Tasks The total time in HH:MM:SS (hours, minutes, seconds) that completed internal calls were placed on hold in the half hour interval. This value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf Time Zone The time zone for the date and time. The value is the offset in minutes from GMT.
Chapter 4 Agent Report Templates Agent By Team Reports *Incoming Tasks: Conf In Time The number of seconds the agent was involved in an incoming conference calls. This value includes time spent on both ACD and non-ACD conference calls initiated by the agent. This value is updated in the database when the agent drops off the call or the call becomes a simple two-party call. For blind conferences in Unified CCE, the value is updated in the database when an agent blind conferences the call to an IVR.
Chapter 4 Agent Report Templates Agent By Team Reports *Internal Tasks: Int Rcvd Time The number of seconds spent on internal calls received by the agent in the half hour interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdTimeToHalf *Internal Tasks: Int Tasks The number of internal calls initiated by the agent in the half hour interval.
Chapter 4 Agent Report Templates Agent By Team Reports DB DateTime The date and time that data was last written to the Historical Database Server (HDS) from the logger database. This is different from the time that the data was created. This is useful if you are extracting data from the historical database and you want to see when it was last updated. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Applicable environment Unified ICM and Unified CCE Template type Historical Table Default sort order Agent Team¸ Media, Agent Name and Datetime Drilldowns available No Schema database tables Person, Agent, Agent_Skill_Group_Half_Hour, Agent_Half_Hour, Media_Routing_Domain, Agent_Team_Member and Agent_Team Data: Agent Team The Enterprise Name of the agent team. Derived from: Agent_Team.
Chapter 4 Agent Report Templates Agent By Team Reports Tasks Completed: Incoming The number of incoming tasks handled by the agent in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf *Tasks Completed: Outgoing The number of outgoing external tasks that this agent made in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Average Duration of Completed Tasks Incoming Wrap upTime The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent while doing wrap up work on incoming tasks handled in the half hour interval. Wrap-up work is task-related work performed by an agent after the task is over. Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Outgoing Hold Tasks: Hold Time The total hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that were put on hold by the agent in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf Outgoing Hold Tasks: Avg Hold Time The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that were put on hold by the agent in the half hour interval.
Chapter 4 Agent Report Templates Agent By Team Reports Data: Agent Team The Enterprise Name of the agent team. Derived from: Agent_Team.EnterpriseName Supervisor The agent's primary supervisor. Derived from: Person.LastName, Person.FirstName Media The media routing domain into which the agent is logged in. This is the media routing domain with which the agent's Skill Group is associated. Derived from: Media_Routing_Domain.EnterpriseName Agent Name The agent's last and first name. Derived from: Person.
Chapter 4 Agent Report Templates Agent By Team Reports Total Duration of Completed Tasks Incoming Active Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent actively working on incoming tasks in the half hour interval. For voice, this is the time spent by agents while talking on an inbound call. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Average Duration of Completed Tasks Outgoing Active Time The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent actively working on outgoing external tasks in the half hour interval. For voice, this is the time spent by agents while talking on an outbound external call. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf/ Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Outgoing Hold Tasks Avg Hold Time The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that were put on hold by the agent in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf Media Summary The total for each field for each agent logged into the media routing domain during the given interval.
Chapter 4 Agent Report Templates Agent By Team Reports Data: Agent Team The Enterprise Name of the agent team. Derived from: Agent_Team.EnterpriseName Supervisor The agent's primary supervisor. Derived from: Person.LastName, Person.FirstName Media The media routing domain into which the agent is logged in. This is the media routing domain with which the agent's Skill Group is associated. Derived from: Media_Routing_Domain.
Chapter 4 Agent Report Templates Agent By Team Reports *Tasks Completed: Outgoing The number of outgoing external calls that this agent made during this interval. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf Total Duration of Completed Tasks Incoming Active Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent actively working on incoming tasks in the half hour interval. For voice, this is the time spent by agents while talking on an inbound call.
Chapter 4 Agent Report Templates Agent By Team Reports Average Duration of Completed Tasks Incoming Wrap upTime The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent while doing wrap up work on incoming tasks handled in the half hour interval. Wrap-up work is task-related work performed by an agent after the task is over. Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Outgoing Hold Tasks Hold Time The total hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that were put on hold for the agent skill group in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf Outgoing Hold Tasks Avg Hold Time The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that were put on hold for the agent skill group in the half hour interval.
Chapter 4 Agent Report Templates Agent By Team Reports Drilldowns available No Schema database tables Person, Agent, Agent_Skill_Group_Half_Hour, Agent_Half_Hour, Media_Routing_Domain, Agent_Team_Member and Agent_Team Data: Agent Team The Enterprise Name of the agent team. Derived from: Agent_Team.EnterpriseName Supervisor The agent's primary supervisor. Derived from: Person.LastName, Person.FirstName Media The media routing domain into which the agent is logged in.
Chapter 4 Agent Report Templates Agent By Team Reports Not Ready Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Not Ready state during the interval. Derived from: Agent_Half_Hour.NotReadyTimeToHalf Tasks Completed: Incoming The number of Unified ICM Routed tasks this agent has handled. Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf *Tasks Completed: Outgoing The number of outgoing external calls that this agent made during this interval.
Chapter 4 Agent Report Templates Agent By Team Reports Average Duration of Completed Tasks Incoming Active Time The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent actively working on incoming tasks in the half hour interval. For voice, this is the time spent by agents while talking on an inbound call. Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf / Agent_Skill_Group_Half_Hour.
Chapter 4 Agent Report Templates Agent By Team Reports Incoming Hold Tasks Avg Hold Time The average hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that were put on hold for the agent skill group during the interval. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf Outgoing Hold Tasks Held Tasks The number of outgoing tasks that were put on hold during the interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 4 Agent By Team Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
CHAPTER 5 Skill Group Report Templates The software tracks information about the skill groups at each peripheral.
Chapter 5 Skill Group Report Templates About Skill Groups Note • Enterprise skill group reports display the same data fields as the peripheral skill group reports with the same number in the title. However, the enterprise reports have the added sort by enterprise skill group. For example: the "entskg21: Enterprise Skill Group Task Summary Half Hour Report" and the "perskg21: Peripheral Skill Group Task Summary Half Hour Report" have the same data fields with the preceding exception.
Chapter 5 Skill Group Report Templates Base Only Skill Group Reports • The summary row in a report adds up all the columns within the report. It is not reflective of how many agents there are overall, but how many agents are assigned for each skill group. For example, one agent that is assigned to two skill groups shows up as two agents in the summary row.
Chapter 5 Skill Group Report Templates Base Only Skill Group Reports perskg11: Outbound Unified CCE, Unified Option (Blended Agent) ICM Statistics By Skill Group Report, page 5-89 real-time table Statistics showing skill group Outbound Option status.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports perskg33: IPCC Peripheral Skill Group Performance Summary Half Hour Report, page 5-142 Unified CCE only historical table A table of the selected Peripheral Skill Group(s) showing performance statistics, gathered in half-hour increments.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports entskg06: Enterprise Skill Group Performance Half Hour Report, page 5-34 Unified CCE, Unified ICM historical table Half-hour data on calls handled, calls made, and agent times in handle, talk, and wrap-up.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports entskg29: Enterprise Skill Group Logout real-time Report, page 5-29 Unified CCE, Unified ICM real-time table A summary of all the agents that are configured for the selected enterprise skill group(s), but currently not logged in. This report displays the same data as the perskg29 report, except that this report is first organized by enterprise skill group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports entskg31: IPCC Enterprise Unified CCE only Skill Group Task Summary Half Hour Report, page 5-57 historical table entskg32: IPCC Enterprise Unified CCE only Skill Group Task Summary Daily Report, page 5-61 historical table A summary of call statistics for each enterprise skill group for the selected half-hour(s).
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports entskg35: IPCC Enterprise Skill Group Consolidated Half Hour Report, page 5-73 Unified CCE only historical table A summary of the activity and the performance of the selected enterprise skill groups for the selected half-hour intervals. This report displays the same data as the perskg35 report, except that this report is first organized by enterprise skill group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports entskg01: Enterprise Skill Group Status real-time Report Template Overview: Subject A bar graph of the selected Enterprise Skill Group(s) showing the number of agents in each skill group in the Not Ready, Not Active, Active, Reserved, BusyOther, Interrupted, Hold, and Wrap-Up states. Purpose To show the current status of the selected enterprise skill group(s).
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports BusyOther The number of agents in the skill group currently in the BusyOther state. Derived from: Skill_Group_Real_Time.BusyOther Hold The number of agents that have all active calls on hold or whose state to the skill group is Paused. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports % Not Active The percentage of agents in the skill group who are currently not working on a task associated with the skill group. Derived from: Skill_Group_Real_Time.Avail/ Skill_Group_Real_Time.LoggedOn % Active The percentage of agents in the skill group who are working on incoming tasks or who are in one of the talking states.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports entskg05: Enterprise Skill Group % Utilization of Ready Agents Report Overview: Subject A bar graph of the selected Enterprise Skill Group(s) showing the percent utilization of agents. The ratio is between time logged on and time handling calls.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports % Utilization The percent utilization is computed by dividing the total time agents spent handling calls by the total time agents were ready. (To calculate the time that agents were ready, the report subtracts the Not Ready time from the total time that agents were logged on.) Derived from: (Skill_Group_Real_Time.TalkTimeTo5 + Skill_Group_Real_Time.WorkReadyTimeTo5 + Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports FTE Not Active5 The fraction of 5 minutes that agents in the skill group have been in the Not Active state during an interval. Derived from: Skill_Group_Real_Time.AvailTimeTo5/ 300 FTE Active5 The fraction of 5 minutes that agents in the skill group have been working on incoming tasks or have been in a talking state (Talking In, Talking Out, and Talking Other states) during an interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports entskg28: Enterprise Skill Group real-time All Fields Report Overview: Subject A table of the selected enterprise skill group(s) listing all the available skill-group real-time report data. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports DateTime The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Skill_Group_Real_Time.DateTime Log On The number of agents that are currently logged into the skill group. This count is updated each time an agent logs on and each time an agent logs off. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Active Other The number of agents in the skill group currently talking on internal (neither inbound nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and supervisor calls. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Longest Avail Agent A date and time value that specifies the time that the longest Not Active agent for the skill group became available. If no agent was available, the value is 0. Derived from: Skill_Group_Real_Time.LongestAvailAgent Router Tasks QNow The number of calls currently queued to the skill group by the CallRouter. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Handled5 The number of calls handled by the skill group during the rolling five minute interval. The count for handled tasks associated with a skill group is updated when the after-call work time associated with the call (if any) has completed. A call is counted as handled when the call is finished.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Note For blind transfers in Unified CCE with an IPCC System PG, this field is updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without an IPCC System PG. *Transfer Out5 The number of calls transferred out of the skill group during the rolling five minute interval.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Avg Hand Time The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks handled by the skill group during the rolling five minute interval. The value is calculated as: HandledCallsTimeTo5/ CallsHandledTo5 HandledCallsTime is tracked only for inbound ACD calls counted as handled for the skill group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Out Time5 The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group took to complete outbound ACD calls during the rolling five minute interval. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Active In Time5 The time in HH:MM:SS (hours, minutes, seconds) agents spent talking on inbound tasks for the skill group during the rolling five minute interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Auto Out (Outbound Option only) The total number of completed AutoOut (predictive) calls made by agents in the skill group during the rolling five minute interval. The value is updated in the database when the after-call-work time associated with the call (if any) has completed. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Reserve (Outbound Option only) The total number of agent reservation calls made by agents in the skill group during the rolling five minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Active Preview Time5 (Outbound Option only) The time, in HH:MM:SS (hours, minutes, seconds), agents in the skill group spent talking on outbound Preview calls during the rolling five minute interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports ICM Avail The number of agents belonging to this skill group who are currently ICMAvailable with respect to the Media Routing Domain to which the skill group belongs. Unified ICM Available means that the software is responsible for routing tasks to the agent and that the agent is eligible to handle a task. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports SL Tasks RONA 5 The count of calls that are redirected with no answer within the skill group service level threshold during the rolling five minute interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Agent Name The first and last name of the agent. Derived from: Person.FirstName + Person.LastName entskg30: IPCC Enterprise Skill Group Status real-time Report See Entskg30, page 10-63 for an illustration of this report. Overview: Subject A table of the selected enterprise skill group(s) showing real-time skill group statistics. Fields applicable to a voice domain only are prefixed with an asterisk (*).
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Longest Task Queued The longest queued task on the routing media, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from:Skill_Group_Real_Time.RouterLongestCallInQ (In a Unified CCE routing media domain) Skill_Group_Real_Time.LongestCallQ (In a standard ACD media domain) ASA5 The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the skill group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Active Out The number of agents in the skill group currently talking on outbound calls. Derived from: Skill_Group_Real_Time.TalkingOut *Active Other The number of agents in the skill group currently talking on internal (neither inbound nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and supervisor calls. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Reserved The number of agents for the skill group currently in the Reserved state. Reserved is a state in which an agent is awaiting an interflowed call and is unavailable to receive any incoming calls. This state applies to agents on Northern Meridian ACDs only. Derived from: Skill_Group_Real_Time.ReservedAgents Busy Other The number of agents currently in the BusyOther state.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports entskg06: Enterprise Skill Group Performance Half Hour Report See Entskg06, page 10-60 for an illustration of this report. Overview: Report subject A table of the selected enterprise skill group (s) showing the half-hour data for the incoming tasks handled. Note Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report).
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Completed Tasks: Incoming Avg Wrap Time The average time that agents in the skill group spent in wrap-up for incoming tasks handled in the half hour interval. Wrap-up work is task-related work performed by an agent after the task is over. Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf)/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Daily Summary The total for each field for a given day. Enterprise Skill Group Summary The total for each field for each enterprise skill group. Report Summary The total for all fields for all skill groups in the report. entskg07: Enterprise Skill Group Performance Daily Report Overview: Report subject A table of the selected enterprise skill group(s) showing daily totals for incoming tasks handled.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Date The date of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Skill_Group_Half_Hour.DateTime Completed Tasks Incoming Handled The number of incoming tasks handled by the skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports FTE # Agents (8 hr shift) The FTE (full time equivalent) value for the number of agents logged on during an eight hour shift. Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf/ (3600 * 8) Enterprise Skill Group Summary The total for each field for each enterprise skill group. Report Summary The total for all fields for all skill groups in the report.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Applicable in a Unified CCE Yes environment Schema database table Skill_Group Enterprise_Skill_Group_Member Skill_Group_Half_Hour Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName + Enterprise_Skill_Group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Number of Full Time Equivalent (FTE) Agents Other The FTE value for the number of agents in the Busy Other state in the half hour interval. Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 1800 Number of Full Time Equivalent (FTE) Agents Hold The FTE value for the number of agents in the Hold state in the half hour interval. Derived from: (Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Drilldowns available No Schema database table Enterprise_Skill_Group Skill_Group_Half_Hour Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName and Enterprise_Skill_Group.EnterpriseSkillGroupID Skill Group (no label) The member skill group's enterprise name and ID. Derived from: Skill_Group.EnterpriseName and Skill_Group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports % BusyOther The percentage of agents in the skill group in the BusyOther state during the selected interval. Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/ Skill_Group_Half_Hour.LoggedOnTimeToHalf) % Reserved The percentage of agents in the skill group in the Reserved state during the selected interval. Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Drilldowns available Yes Schema database tables Enterprise_Skill_Group Enterprise_Skill_Group_Member Skill_Group_Half_Hour Skill_Group Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName and Enterprise_Skill_Group.EnterpriseSkillGroupID Skill Group The member skill group's enterprise name and ID. Derived from: Skill_Group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Handled The tasks handled by the skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.CallsHandledToHalf Hand Active Time The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for tasks associated with the skill group in the half hour interval. The value is updated in the database when the after-task work time associated with the task (if any) has completed.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Supervisor Assist Time The time in HH:MM:SS (hours, minutes, seconds) that supervisor assisted calls occurred in the half hour interval. Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf % Utilization The percentage of Ready time that agents in the skill group spent talking or doing call work in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Out Hold Time The time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were placed on hold in the half hour interval. This value updated in the database when after-call work associated with the call (if any) is completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Work Ready Time The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Work Ready state in the half hour interval. Derived from: Skill_Group_Half_Hour.WorkReadyTimeToHalf Work Not Ready Time The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Work Not Ready state in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Transfer Out The number of calls transferred out of the skill group in the half hour interval. The value is updated in the database when the transfer of the call is complete. Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf Aban Ring For Voice: The total number of calls that were abandoned while the agent’s phone was ringing.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Conf In The number of incoming calls the skill group agents were conferenced into. Incoming calls include ACD and non-ACD calls. For blind conferences in Unified CCE, the value is updated in the database when an agent blind conferences the call to an IVR.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Internal In The number of internal calls received by skill group agents in the half hour interval. The value is incremented when the after-call work time associated with the call has completed. Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf *Internal In Time The time in HH:MM:SS (hours, minutes, seconds) that internal calls were received by skill group agents in the half hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Rtr Tasks AbandQ The number of tasks queued to the group by the CallRouter that were abandoned in the half hour interval. Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf Rtr Queue Tasks The number of tasks queued to the group by the CallRouter in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Auto Out Hold Tasks (Outbound Option only) The number of completed AutoOut (predictive) calls that agents in the skill group have placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Preview Hold Time (Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that outbound Preview calls were placed on hold by agents in the skill group in the half hour interval. The value is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Active Reserve Time (Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the agent spent talking on agent reservation calls in the half hour interval. TalkReserveTimeToHalf is included in the calculation of LoggedOnTimeToHalf. Derived from: Skill_Group_Half_Hour.TalkReserveTimeToHalf *Barge In Tasks The number of calls barged in on either by the supervisor or by the agent.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Note In a Unified CCE Gateway deployment, Unified ICM (parent) connected with a Unified CCE with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports SL Tasks Aban The count of calls that are abandoned within the skill group service level threshold in the last half hour interval. Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandToHalf SL Tasks Dequeued The count of calls that are dequeued from a skill group within the skill group service level threshold in the last half hour interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports entskg31: IPCC Enterprise Skill Group Task Summary Half Hour Report See Entskg31, page 10-63 for an illustration of this report. Overview: Subject A table of the selected enterprise skill group(s) showing call statistics gathered in half-hour increments Note Completed tasks are all the tasks all tasks that completed during the time shown (that is, on the row in the report).
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Skill_Group_Half_Hour.DateTime Queued The number of tasks queued to the skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf Completed Tasks: Total The number of tasks received by this skill group for the half-hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Completed Tasks: % Aban The percentage of abandoned tasks in relation to all tasks completed by the skill group. This includes abandon in queue and abandon while ringing calls. Derived from: ((Skill_Group_Half_Hour.RouterCallsAbandQToHalf + SGHH.AbandonRingCallsToHalf)/ (Skill_Group_Half_Hour.RouterCallsAbandQToHalf + Skill_Group_Half_Hour.AbandonRingCallsToHalf + Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Transfer In The number of calls transferred into the skill group in the half hour interval. The value is updated in the database when the call is complete. In Unified CCE with an IPCC System PG, a call is counted as offered as soon as it is sent to a skill group and a call is counted as offered only when it is answered. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Barge In The number of calls barged in on either by an agent or by the supervisor in the half hour interval. Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf Intercept The number of calls intercepted either by an agent or by the supervisor in the half hour interval. Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf Skill Group Summary The total for each field for each skill group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Drilldowns available Yes Schema database tables Skill_Group Enterprise_Skill_Group Skill_Group_Half_Hour Enterprise_Skill_Group_Member Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName and Enterprise_Skill_Group.EnterpriseSkillGroupID Skill Group The member skill group's enterprise name and ID. Derived from: Skill_Group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Completed Tasks: Redirect No Answer The number of tasks to the skill group sent to an agent’s terminal and redirected on failure to answer. The value is updated in the database at the time the call is diverted to another device. Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Handled The tasks handled by the skill group during the half-hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *Internal Out For default skill groups: the number of times an agent initiated an outgoing internal call. For routing skill groups: the number of times an agent initiated a transfer or conference to an internal device. The value is updated in the database when the after-call work time associated with the call (if any) is complete. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Emerg Assist The number of emergency assist requests either by the agent or by the supervisor. Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf Barge In The number of calls barged in on either by an agent or by the supervisor. Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf Intercept The number of calls intercepted either by an agent or by the supervisor. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Drilldowns available Yes Schema database tables Skill_Group Enterprise_Skill_Group Skill_Group_Half_Hour Enterprise_Skill_Group_Member Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName and Enterprise_Skill_Group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Agent State Times: % Wrap Time The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in relation to LoggedOnTime or the half hour interval, whichever is less. Derived from: ((Skill_Group_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Completed Tasks: Avg Active Time The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/ Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: Avg Wrap Time The Average Wrap Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group in the half hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Report Summary The total fields for all skill groups. entskg34: IPCC Enterprise Skill Group Performance Summary Daily Report Overview: Subject A table of the selected enterprise skill group(s) showing skill group statistics gathered in day increments. This report displays the same data as the Perskg24 report, except that this report is first organized by enterprise skill group rather than by media.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Agent State Times: % Not Ready Time The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or interval, whichever is less. Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Agent State Times: % Utilization The percentage of time the agents spent working on calls in relation to the time Agents are ready. Derived from: If the TalkTimetoHalf is 0, then the % Utilization = 0 Otherwise, % Utilization =((Skill_Group_Half_Hour.TalkInTimeToHalf + Skill_Group_Half_Hour.TalkOutTimeToHalf + Skill_Group_Half_Hour.TalkOtherTimeToHalf + Skill_Group_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Emerg Assist The number of emergency assist requests either by the agent or by the supervisor. Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf Barge In The number of calls barged in on either by an agent or by the supervisor. Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf Intercept The number of calls intercepted either by an agent or by the supervisor. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports entskg35: IPCC Enterprise Skill Group Consolidated Half Hour Report See Entskg35, page 10-64 for an illustration of this report. Overview: Subject A table of the selected enterprise skill group(s) showing consolidated call statistics, gathered in half-hour increments. Note Completed tasks are all the tasks all tasks that completed during the time shown (that is, on the row in the report).
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Skill_Group_Half_Hour.DateTime Queued The number of tasks queued to this Skill Group in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Completed Tasks: Avg Active Time The Average Active Time for agents in the skill group in the half hour interval. Derived from: (Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/ Skill_Group_Half_Hour.CallsHandledToHalf) Completed Tasks: Aban Hold The number of Unified ICM routed tasks that abandoned while on hold and/or the number of paused tasks ended by the agents within this skill group in the half hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Agent State Times: Log On Duration The total time in the half hour interval the agents were logged into this skill group, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Not Active Time The percentage of time that agents have spent in the Not Active or Available state in relation to LoggedOnTime or the half hour interval, whichever is less.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Agent State Times: % Busy Other Time The percentage of time the half hour interval that the agents of this skill group spent in busy other state. Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/ Skill_Group_Half_Hour.LoggedOnTimeToHalf) Skill Group Summary The field totals for each skill group in an enterprise skill group. Enterprise Skill Group Summary The field totals for each enterprise skill group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Drilldowns available Yes Schema database tables Skill_Group Enterprise_Skill_Group, Skill_Group_Half_Hour, Enterprise_Skill_Group_Member Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName and Enterprise_Skill_Group.EnterpriseSkillGroupID Skill Group The skill group's enterprise name and skill target ID. Derived from: Skill_Group.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports Completed Tasks: Redirect No Answer The number of tasks for this skill group that were redirected rather than answered within the interval. Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Handled The number of Unified ICM Routed tasks handled within this skill group during the interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Enterprise Skill Group Reports *External Out For default skill groups: the number of times an agent initiated an outgoing external call. For routing skill groups: the number of times an agent initiated a transfer or conference to an external device. Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf Agent State Times: Active Time The total time spent in talking state within this skill group, measured in HH:MM:SS (hours, minutes, seconds) format.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Agent State Times: % Hold Time The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or interval, whichever is less. Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Peripheral Skill Group Report Summary List The following table lists all the Unified CCE Peripheral Skill Group report templates that WebView provides. Click the template name for a detailed description.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports perskg14: IPCC Rolling 5-minute Peripheral Skill Group Status Report, page 5-90 Unified CCE only real-time table Agent states in full-time equivalent (FTE) counts and in percentages. perskg27: Peripheral Unified CCE, Unified Skill Group Historical ICM All Fields Report, page 5-118 historical table All fields in the Skill_Group_Half_Hour table sorted by skill group name.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports perskg34: IPCC Peripheral Skill Group Performance Summary Daily Report, page 5-146 Unified CCE only historical table A summary of agent performance for each skill group for the selected day(s). perskg35: IPCC Peripheral Skill Group Consolidated Half Hour Report, page 5-150 Unified CCE only historical table The activity and the performance of the selected enterprise skill groups for the selected half-hour intervals.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Drilldowns available No Schema database table Media_Routing_Domain Skill_Group Skill_Group_Real_Time Data: Not Ready The number of agents in the skill group in the Not Ready state during an interval. Derived from: Skill_Group_Real_Time.NotReady Not Active The number of agents in the skill group who are NOT currently involved in tasks and who are ready to accept calls or tasks. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Wrap Up The number of agents in the skill group who are involved in after-call work. An agent doing wrap-up work is in either the Work Ready or the Work Not Ready state. Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports perskg03: Peripheral Skill Group Agent State Status Report See Perskg03, page 10-55 for an illustration of this report. Overview: Subject A bar graph of the selected Peripheral Skill Group(s) showing the percentage of agents in each skill group in the Not Ready, Not Active, Active, Reserved, BusyOther, Interrupted, Hold, and Wrap-Up states.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports % Reserved The percentage of agents in the skill group currently in the Reserved state. Derived from: Skill_Group_Real_Time.ReservedAgents/ Skill_Group_Real_Time.LoggedOn % BusyOther The percentage of agents in the skill group currently in the BusyOther state. Derived from: Skill_Group_Real_Time.BusyOther/ Skill_Group_Real_Time.LoggedOn % Hold The percentage of agents in the skill group that have all active calls on hold.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Data: % Utilization The percent utilization is computed by dividing the total time agents spent handling calls by the total time agents were ready. To calculate the time that agents were ready, the report subtracts the Not Ready time from the total time that agents were logged on. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Agents on Reserved Tasks The number of agents in the skill group currently talking on agent reservation tasks. Derived from: Skill_Group_Real_Time.TalkingReserve Report Summary The totals of each field in the report. perskg14: IPCC Rolling 5-minute Peripheral Skill Group Status Report See Perskg14, page 10-56 for an illustration of this report.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports FTE NotReady5 The FTE value for the number of agents in the Not Ready state during an interval. This is a state in which agents are logged on, but neither involved in call handling activity nor available to handle a call. Derived from: Skill_Group_Real_Time.NotReadyTimeTo5/ 300 FTE Not Active5 The FTE value for the number of agents in the Not Active state during an interval.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports perskg28: Peripheral Skill Group real-time All Fields Report Overview: Subject A table of the selected peripheral skill group(s) listing all the available skill-group real-time report data. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Note In the following 15 field, the number of agents in a particular state is with respect to a skill group. Logged On The number of agents that are currently logged into the skill group. This count is updated each time an agent logs on and each time an agent logs off. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Work NotReady The number of agents in the skill group in the Work Not Ready state, a state in which an agent is involved in after task work and is assumed not to be ready to accept incoming tasks when done. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Note • Not applicable for Unified CCE without an IPCC System PG and is not updated. In Unified CCE with an IPCC System PG, this field is applicable and is updated when a call is queued to the skill group. For consistent values, in Unified CCE regardless of whether or not there is an IPCC System PG, use “Router Longest Call In Q” which is derived from Skill_Group_Real_Time.RouterLongestCallInQ.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Router Longest Call In Q The time when the longest call in queue was queued for this skill group. Applicable to Unified CCE only. Derived from: Skill_Group_Real_Time.RouterLongestCallInQ Note In a Unified ICM Enterprise deployment with an IPCC System PG, network queuing data is not available in the ‘child’ reports or in the child agent/supervisor desktop.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Current 5 Minutes Task Statistics: Answered The number of tasks begun by agents in the skill group during the rolling five minute interval. The number of tasks begun includes only handled tasks and internal calls received, which are tracked in the CallsHandled and InternalCallsReceived fields, respectively. The count for CallsAnswered is updated in the database at the time the call is answered.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Current 5 Minutes Task Statistics: Skill Group Aban Dequeued The number of calls that were de-queued from this skill group, and had to routed to another skill group in the rolling five-minute interval. This field is incremented when a call is de-queued through the Cancel Queue node. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Current 5 Minutes Task Statistics: Reserve Time (Outbound Option only) The total handle time in HH:MM:SS (hours, minutes, seconds) for completed agent reservation calls handled by agents in the skill group during the rolling five minute interval. Handle time includes WorkTime, TalkTime, and HoldTime.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Current 5 Minutes Agent Statistics: Avg Hand Active Time Average talk time in HH:MM:SS (hours, minutes, seconds) that for tasks counted as handled by the skill group during the rolling five minute interval. This value is calculated as follows:HandledCallsTalkTimeTo5/ CallHandledTo5. HandledCallsTalkTime includes the time agents in the skill group spend in the TalkingIn, TalkingOut, and TalkingOther states.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Current 5 Minutes Agent Statistics: Agent Out Time The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound ACD calls handled by the agent in the skill group during the rolling five minute interval. Handle time includes WorkTime, TalkTime, and HoldTime.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Current 5 Minutes Agent Statistics: Active In Time The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on inbound calls for the skill group during the rolling five minute interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Current 5 Minutes Agent Statistics: Active Auto Out Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent talking on AutoOut (predictive) calls during the rolling five minute interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Current 5 Minutes SL Statistics: SL Tasks Dequeued The number of tasks that are dequeued from a skill group within the skill group service level threshold in the last five-minute interval. Applicable for Unified CCE only. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Agent The first and last name of the agent. Derived from: Person.FirstName + ‘, ‘+ Person.LastName perskg30: IPCC Peripheral Skill Group Status real-time Report See Perskg30, page 10-57 for an illustration of this report.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Longest Task Queued The longest task queued in either of the two queues. Derived from: Skill_Group_Real_Time.RouterLongestCallInQ Skill_Group_Real_Time.LongestCallQ. ASA5 The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the skill group. Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5/ Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Not Active The number of agents for the skill group in the Not Active state. Not Active is a state where the agent is ready to accept tasks, but is not currently involved in call work. Derived from: Skill_Group_Real_Time.Avail Active In The number of agents in the skill group currently working on inbound tasks. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Hold The number of agents that have all active calls on hold or whose state to the skill group is Paused. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold. Derived from: Skill_Group_Real_Time.Hold Reserved The number of agents for the skill group currently in the Reserved state.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports • perskg32: IPCC Peripheral Skill Group Task Summary Daily Report, page 5-137 • perskg33: IPCC Peripheral Skill Group Performance Summary Half Hour Report, page 5-142 • perskg34: IPCC Peripheral Skill Group Performance Summary Daily Report, page 5-146 • perskg35: IPCC Peripheral Skill Group Consolidated Half Hour Report, page 5-150 • perskg36: IPCC Peripheral Skill Group Consolidated Daily Report, page 5-155 WebVi
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports perskg08: FTE for Peripheral Skill Groups Half Hour Report See Perskg08, page 10-55 for an illustration of this report. Overview: Subject A table of the selected Peripheral Skill Group(s) showing half-hour FTE (Full Time Equivalent) counts for agents signed on and in the Not Ready, Not Active, Active, Wrap Up, Hold, Reserved, and BusyOther states.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Data: Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Number of Full Time Equivalent (FTE) Agents Other The FTE value for the number of agents in the Busy Other state in the half hour interval. Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 1800 Number of Full Time Equivalent (FTE) Agents Hold The FTE value for the number of agents in the Hold state in the half hour interval. Derived from: (Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Template type Historical bar graph Default sort order By the skill group Drilldowns available No Schema database table Skill_Group_Half_Hour Data: Skill Group (no label) The member skill group's enterprise name and ID. Derived from: Skill_Group.EnterpriseName and Skill_Group.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports % BusyOther The percentage of agents in the skill group in the BusyOther state during the selected interval. Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/ Skill_Group_Half_Hour.LoggedOnTimeToHalf % Reserved The percentage of agents in the skill group in the Reserved state during the selected interval. Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports DateTime (no label) The date and time at the start of the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.DateTime Predictive/Progressive Handle Time The percentage of time in HH:MM:SS (hours, minutes, seconds) that agents in the peripheral skill group spent handling completed AutoOut (predictive) tasks in the half hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Preview Active Time The percentage of time that agents in the peripheral skill group spent talking on completed outbound preview calls in the half hour interval. This measurement begins at the time the task is initiated, and ends at the time the agent begins any after-task work for the task. It is based on the TalkTime value from TerminationCallDetail, and includes the HoldTime associated with the task.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports perskg27: Peripheral Skill Group Historical All Fields Report Overview: Subject A table of the selected Peripheral Skill Group(s) listing all the available skill-group historical report data for the selected interval. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or web media.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Callback Msg The number of callback messages processed by the agent in the half hour interval. Derived from: Skill_Group_Half_Hour.CallbackMessagesToHalf *Callback Msg Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing callback messages in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Avg Hand Tasks Time The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by the skill group in the half hour interval: Derived from: Skill_Group_Half_Hour.AvgHandledCallsTimeToHalf Hold Time The total time agents spent in the Hold/Paused state in this skill group, measured in HH:MM:SS (hours, minutes, seconds) format.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Agent Out Tasks Time The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls handled by the agent in the skill group in the half hour interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Active Other Time The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on other calls (neither inbound nor outbound) in the half hour interval. Derived from: Skill_Group_Half_Hour.TalkOtherTimeToHalf Active Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Active state in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Reserved The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the Reserved state in the half hour interval. Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf *Transfer In Tasks The number of tasks transferred into the skill group in the half hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Skill Group Aban Dequeued The number of calls that were abandoned and dequeued from this skill group. It is calculated when the call is queued to multiple skill groups and abandoned. The first skill group will count the RouterCallsAbandQToHalf field, the other skill groups will count the RouterCallsAbandDequeuedToHalf field. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Conf In Time The total time in HH:MM:SS (hours, minutes, seconds) that skill group agents were involved in an incoming conference calls. Incoming calls include ACD and non-ACD calls. The value includes hold time and is incremented when the agent drops off the call or the call becomes a simple 2 party call.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Internal In Time The total time in HH:MM:SS (hours, minutes, seconds) that internal calls were received by skill group agents in the half hour interval. The value is incremented when the after-call work time associated with the call has completed. Derived from: Skill_Group_Half_Hour.InternalCallsRcvdTimeToHalf *Internal Hold The total number of internal calls skill group agents placed on hold at least once.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Rtr Queue Tasks The number of tasks queued to the group by the CallRouter in the half hour interval. Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf Avg Handled Active Time The average talk time in HH:MM:SS (hours, minutes, seconds) for calls counted as handled by the skill group in the half hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Auto Out Hold Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that AutoOut (predictive) calls were placed on hold by agents in the skill group in the half hour interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Reserve Tasks (Outbound Option only) The total number of completed agent reservation calls made by agents in the skill group in the half hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Active Preview Time (Outbound Option only) The number of seconds the agent spent talking on outbound Preview calls in the half hour interval. TalkAutoOutTimeToHalf is included in the calculation of LoggedOnTimeToHalf. Derived from: Skill_Group_Half_Hour.TalkPreviewTimeToHalf *Active Reserve Time (Outbound Option only) The number of seconds the agent spent talking on agent reservation calls in the half hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Note • In a Unified CCE Gateway deployment, Unified ICM (parent) connected with a Unified CCE with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports RTR Tasks Agent DeQueued The number of tasks dequeued from the skill group in the last half hour interval. Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf RTR Error Count The number of tasks that resulted in an error condition in the last half hour interval. Derived from: Skill_Group_Half_Hour.RouterErrorToHalf Service Level The service level for the skill group in the last half hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Net Cons Out Time The number of seconds spent on network consultative calls by agents who have at least one call on hold. Derived from: Skill_Group_Half_hour.NetConsultativeCallsTimeToHalf Net Conf Out The number of conference calls initiated by agents. Derived from: Skill_Group_Half_hour.NetConferencedOutCallsToHalf Net Conf Out Time The number of seconds spent on conference calls. Derived from: Skill_Group_Half_hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Drilldowns available Yes: When selected from the Base Only Skill Group template subcategory (that is, used as a base only skill group report). No: When selected from the Peripheral Skill Group template subcategory (that is, used as a peripheral skill group report). Schema database tables Media_Routing_Domain Skill_Group Skill_Group_Half_Hour Data: Media The skill group's media routing domain.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Completed Tasks: Redirect No Answer The number of tasks to the skill group that rang at an agent’s terminal and were redirected on failure to answer. The value is updated in the database at the time the call is diverted to another device. Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Handled The tasks handled by the skill group in the half hour interval.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Internal Out For default skill groups: the number of times an agent initiated an outgoing internal call. For routing skill groups: the number of times an agent initiated a transfer or conference to an internal device. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Emerg Assist The number of emergency assist requests either by the agent or by the supervisor in the half hour interval. Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf Barge In The number of calls barged in on either by an agent or by the supervisor in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Applicable environment Unified CCE only Template type Historical table Default sort order By media routing domain, skill group, and then by date and time Drilldowns available Yes: When selected from the Base Only Skill Group template subcategory (that is, used as a base only skill group report). No: When selected from the Peripheral Skill Group template subcategory (that is, used as a peripheral skill group report).
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Completed Tasks: Aban Ring For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf *Completed Tasks: Redirect No Answer The number of tasks to the skill group that rang at an agent’s terminal and were redirected on failure to answer.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *External Out For default skill groups: the number of times an agent initiated an outgoing external call. For routing skill groups: the number of times an agent initiated a transfer or conference to an external device. The value is updated in the database when any after-call work time associated with the call is completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *Conf Out The number of conference calls that the skill group agents initiated. The conferenced out calls include ACD and non-ACD calls. The value is updated in the database when the agent drops off the call or the call becomes a simple two-party call. Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf + Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports perskg33: IPCC Peripheral Skill Group Performance Summary Half Hour Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing performance statistics, gathered in half-hour increments. This report displays the same data as the Entskg23 report except that this report is organized by media rather then by skill group. Fields applicable to a voice domain only are prefixed with an asterisk (*).
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Agent State Times: Log On Duration The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group. Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Not Ready Time The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or the half hour interval, whichever is less. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Agent State Times: % Reserved Time The percentage of time that agents have spent in Reserved state in relation to LoggedOnTime or the half hour interval, whichever is less. Derive from: Skill_Group_Half_Hour. ReservedStateTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Completed Tasks: Aban Hold The number of Unified ICM routed calls in the half hour interval that abandoned while on hold at agents’ phones and/or the number of paused tasks agents ended. Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf *Supv Assist The number of calls for which agents received supervisor assistance in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports perskg34: IPCC Peripheral Skill Group Performance Summary Daily Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing performance statistics, gathered in day increments. This report displays the same data as the Entskg23 report except that this report is organized by media rather then by skill group.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Agent State Times: Log On Duration The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group. Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Not Ready Time The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or interval, whichever is less. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Agent State Times: % Reserved Time The percentage of time that agents have spent in Reserved state in relation to LoggedOnTime or interval, whichever is less. Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf/ Skill_Group_Half_Hour.LoggedOnTimeToHalf) Agent State Times: % Utilization The percentage of time the agents spent working on calls in relation to the time agents are ready.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Completed Tasks: Aban Hold The number of Unified ICM routed calls that Abandon While on hold at agents’ phones and/or the number of paused tasks agents ended. Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf *Supv Assist The number of calls for which agents received supervisor assistance. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports perskg35: IPCC Peripheral Skill Group Consolidated Half Hour Report See Perskg35, page 10-59 for an illustration of this report. Overview: Subject A table of the selected Peripheral Skill Group(s) showing consolidated call and skill group statistics, gathered in half-hour increments. Note Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report).
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Queued The number of tasks queued to this Skill Group. Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf ASA The average speed of answer measured in HH:MM:SS (hours, minutes, seconds) for the skill group as the total time callers spent ringing at the agent’s voice device (handled or internal calls) in relation to the number of tasks begun. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Completed Tasks: Handled The number of Unified ICM Routed tasks handled within this skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: AHT The average handle time in HH:MM:SS (hours, minutes, seconds) for incoming tasks handled by the skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Agent State Times: Active Time The total time spent in talking state within this skill group, measured in HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal, although these call counts are not shown in this report. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Agent State Times: % Reserved Time The percentage of time that agents have spent in Reserved state waiting for a Unified ICM routed call from this skill group in relation to LoggedOnTime. Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports perskg36: IPCC Peripheral Skill Group Consolidated Daily Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing consolidated call and skill group statistics, gathered in day increments. Note Completed tasks are all the tasks all tasks that completed during the time shown (that is, on the row in the report). This includes any tasks which began before the time frame shown.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Date (no label) The date of the selected row's data in MM/DD/YYYY (month, day, year) format. Derived from: Skill_Group_Half_Hour.DateTime Queued The number of tasks queued to this Skill Group. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Completed Tasks: Redirect No Answer The number of tasks offered at the agents terminal or phone that were redirected to another location because the agent did not respond. Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Handled The number of Unified ICM Routed tasks handled within this skill group during the interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports *External Out For default skill groups: the number of times an agent initiated an outgoing external call. For routing skill groups: the number of times an agent initiated a transfer or conference to an external device. Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf Agent State Times: Active Time The total time spent in talking state within this skill group, measured in HH:MM:SS (hours, minutes, seconds) format.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports Agent State Times: % Hold Time The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or interval, whichever is less. Derived from: Skill_Group_Half_Hour.HoldTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates Unified CCE Peripheral Skill Group Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
CHAPTER 6 Trunk group for IP-IVR reports The trunk group IP-IVR templates are applicable for service control IVRs. They show how busy IVR ports are so you can ascertain if more ports are needed to adequately run the Contact Center. IVR ports have to be put into a trunk group in order to route calls to them. The Service Control protocol returns the number of ports and its status to Unified ICM, so that Unified ICM can report on them. Each Trunk Group represents one IVR platform (machine).
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates trkgrp04: Trunks real-time All Fields Report Overview: Subject A table of all the selected trunk groups listing all the available trunk group real-time report data Purpose To show all the available trunk real-time report data in the Trunk_Group_Real_Time database table so that you can select which data you want for a customized trunk real-time report Applicable environment Unified CCE, Unified ICM Template type Real-t
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Aban30 The number of tasks to the trunk group abandoned in queue during the current half-hour interval Derived from: Trunk_Group_Real_Time.CallsAbandonedHalf Aban Today The number of tasks to the trunk group abandoned in queue since midnight. Derived from: Trunk_Group_Real_Time.CallsAbandonedToday Tasks In30 The number of inbound tasks received on the trunk group during the current half-hour interval.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Inbound Time30 The time in HH:MM:SS (hours, minutes, seconds) trunks in the group have been in use for inbound tasks during the current half-hour interval. Derived from: Trunk_Group_Real_Time.InUseInboundTimeHalf Inbound Time Today The time in HH:MM:SS (hours, minutes, seconds) trunks in the group have been in use for inbound tasks since midnight. Derived from: Trunk_Group_Real_Time.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Drilldowns available No Schema database tables Trunk_Group Trunk_Group_Half_Hour Data: Enterprise Name The enterprise name of the trunk group. Derived from: Trunk_Group.EnterpriseName DateTime The Central Controller date and time that this data was last updated. Derived from: Trunk_Group_Half_Hour.DateTime Trunk ID The ID number of the Trunk group. Derived from: Trunk_Group_Half_Hour.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Busy All The time in HH:MM:SS (hours, minutes, seconds) in the half hour interval that all trunks in the group were busy. Derived from: Trunk_Group_Half_Hour.AllTrunksBusyToHalf In Service Time The time in HH:MM:SS (hours, minutes, seconds) that trunks in the group have been in service in the half hour interval. Derived from: Trunk_Group_Half_Hour.InServiceTimeToHalf Idle The number of non-busy trunks in the group now.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates trkgrp20: All Ports Busy real-time Report Overview: Subject A bar graph of the time (in seconds) that all ports were busy since the end of the last half-hour interval. Purpose To show current amount of activity on IVR ports Use this report to ensure that your system is performing optimally. You should alert your system administrator if you see a consistent pattern of greater than half-hour all trunk busy conditions.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Default sort order By IVR port trunk group. Drilldowns available No Schema database tables Trunk_Group Trunk_Group_Real_Time Data: IVR Ports The enterprise name of the IVR ports. Derived from: Trunk_Group.EnterpriseName Ports Idle The number of non-busy ports in the trunk group for the current half-hour interval. Derived from: Trunk_Group_Real_Time.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Data: IVR Ports The enterprise name of the IVR port trunk group. Derived from: Trunk_Group.EnterpriseName Ports in Service The number of configured ports in the IVR group. Derived from: Trunk_Group_Real_Time.TrunksInService Ports Idle The number of IVR ports in the IVR group that are idle. Derived from: Trunk_Group_Real_Time.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates DateTime The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Trunk_Group_Half_Hour.DateTime Ports The number of ports in the group in service at the end of the half hour interval. Derived from: Trunk_Group_Half_Hour.
CHAPTER 7 Application Gateway, Path, Script Queue, and Routing Client Reports The Application Gateway allows Unified ICM to query host systems that are running other contact center applications. Unified ICM can then base routing decisions on the results obtained from the query. Use the application gateway reports to report on such data as the number of query requests issued to a host system and the delay involved in making queries. Use the script queue report for script queue statistics.
Chapter 7 Application Gateway, Path, Script Queue, and Routing Client Reports apgate11: Application Gateway Status Half Hour Report See Apgate11, page 10-24 for an illustration of this report. Overview Subject Data on requests made by the application gateway to a host system, gathered in half-hour increments. Purpose To show application gateway half-hour status for the selected time period.
Chapter 7 Application Gateway, Path, Script Queue, and Routing Client Reports Avg Delay The average response time, in milliseconds, for all requests to the host system during the half-hour interval. Derived by: Application_Gateway_Half_Hour.AvgDelayToHalf Unavailable The number of requests attempted while no host system was available during the half-hour interval. Derived by: Application_Gateway_Half_Hour.
Chapter 7 Application Gateway, Path, Script Queue, and Routing Client Reports DateTime Last Updated The date and time the application path was last updated. Derived from: Application_Path_Real_Time.DateTime Online DateTime The date and time at which the application instance associated with this application path established a connection with the CTI Server. Derived from: Application_Path_Real_Time.OnLineDateTime Application Online Whether or not the application path is currently online.
Chapter 7 Application Gateway, Path, Script Queue, and Routing Client Reports DateTime The date and time the physical controller is used, measured in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Peripheral_Real_Time.DateTime Version The script version. Derived from: Script.ScriptVersion Queue Node The Queue Node ID for the script. Derived from: Script_Queue_Real_Time.QueueNodeID Time in Queue The waiting time for the first element in the queue.
Chapter 7 Application Gateway, Path, Script Queue, and Routing Client Reports DateTime The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Route_Client_Five_Minute.DateTime Responses The number of route responses to the routing client during the rolling five minute interval. Derived from: Routing_Client_Five_Minute.
CHAPTER 8 Outbound Option (Blended Agent) Reports The Outbound Option is an application that provides outbound dialing functionality along with the existing inbound capabilities of the software. With the Outbound Option, contact centers can be configured for automated outbound activities. This option allows agents who are not busy with inbound calls to perform outbound calls, thereby maintaining high agent productivity.
Chapter 8 Outbound Option (Blended Agent) Reports imprul01: Import Status Outbound Option (Unified real-time table CCE, Unified ICM) real-time Report, page 8-21 The number of good, bad, and total records imported, or to be imported. imprul10: Import Rule Report, page 8-75 Outbound Option (Unified historical table CCE, Unified ICM) The number of good, bad, and total records imported, by time range.
Chapter 8 Outbound Option (Blended Agent) Reports camqry06: Call Summary Count per Campaign real-time, page 8-16 Outbound Option (Unified real-time table CCE, Unified ICM) Displays how many records for selected campaigns have been dialed to completion, and how many records are left.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports camqry22: Campaign Consolidated Detailed Half Hour Report, page 8-63 Outbound Option (Unified historical table CCE, Unified ICM) Breakdown of completed calls campaign consolidated. dialer01: Dialer real-time Report, page 8-17 Outbound Option (Unified real-time table CCE, Unified ICM) Data for contacts, busy, voice, answering machine, and SITTone contacts detected by the dialer.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports • dialer01: Dialer real-time Report, page 8-17 • dialpr01: Dialer Port Status real-time Report, page 8-19 • imprul01: Import Status real-time Report, page 8-21 camqry01: Call Counts of Query Rule within Campaign real-time Report See camqry01, page 10-33 for an illustration of this report. Overview: Subject Outbound Option Campaign Query Rule: All query rules within a campaign.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Requested Callback The number of call-back contacts. Derived from: Campaign_Query_Rule_Real_Time.CallBackCount Voice The number of calls for the day that ended in successful customer contact. Derived from: Campaign_Query_Rule_Real_Time.VoiceCount Busy The number of calls that detected a busy signal. Derived from: Campaign_Query_Rule_Real_Time.BusyCount No Answer The number of calls that were not answered.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Agent Rejected The number of preview/callback calls that were rejected by the agent but that might be called back. Derived from: Campaign_Query_Rule_Real_Time.AgentRejectedCount Agent Closed The number of preview/callback calls that were rejected by the agent (these customers will not be dialed). Derived from: Campaign_Query_Rule_Real_Time.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Wrapup Time The length of time the agents spent in wrap-up work. Derived from: Campaign_Query_Rule_Real_Time.WrapupTimeCount Query Rule Summary A summary of each field for each query rule. Campaign Summary A summary of each field for each campaign. Report Summary A summary of each field for all campaigns.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Requested Personal Callback The number of call-back contacts scheduled. Derived from: Campaign_Query_Rule_Real_Time.PersonalCallBackCount Requested Callback The number of call-back contacts. Derived from: Campaign_Query_Rule_Real_Time.CallBackCount Voice The number of calls for the day that ended in successful customer contact. Derived from: Campaign_Query_Rule_Real_Time.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports SIT Tone The number of calls that detected a special information tone (SIT). Derived from: Campaign_Query_Rule_Real_Time.SITToneDetectCount Agent Rejected The number of preview/callback calls that were rejected by the agent. Derived from: Campaign_Query_Rule_Real_Time.AgentRejectedCount Agent Closed The number of preview/callback calls that were rejected by the agent (these customers will not be dialed).
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Talk Time The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the telephone today. Derived from: Campaign_Query_Rule_Real_Time.TalkTimeCount Wrapup Time The length of time the agents spent in wrap-up work. Derived from: Campaign_Query_Rule_Real_Time.WrapupTimeCount Report Summary A summary of each field in the report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports End Zone 1 Time Campaign End Zone 1 time measured in HH:MM:SS format. Campaign End Zone 1 time is the time beyond which a customer can no longer be phoned at Zone1. Derived from: Campaign.HomeEndHours ':' Campaign.HomeEndMinutes Zone 1 Duration The total Zone 1 time. Zone 1 Duration = End Zone 1 Time – Start Zone 1 Time Derived from: Campaign.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Drilldowns available No Schema database tables Campaign Campaign_Query_Rule Query_Rule Data: Campaign Name The name of the campaign. Derived from: Campaign.CampaignName Query Rule Name The name of the query rule. Derived from: Query_Rule.QueryRuleName Start Zone 1 Time Campaign Start Zone 1 time measured in HH:MM:SS format. Campaign Start Zone 1 time is the start time that a customer can be phoned at Zone1.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Query Rule Duration The total query rule time. Work Duration = End Query Rule Time – Start Query Rule Time. Derived from: (((Campaign_Query_Rule.EndHours * 60) + (Campaign_Query_Rule.EndMinutes)) - ((Campaign_Query_Rule.StartHours * 60) + (Campaign_Query_Rule.StartMinutes))) Start Zone 2 Time Campaign Start Zone 2 time measured in HH:MM:SS format.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Drilldowns available No Schema database tables Campaign Query_Rule Campaign_Query_Rule_Real_Time Note The data in the Campaign_Query_Rule_Real_Time table is reset nightly. Data: Campaign Name The name of the campaign. Derived from: Campaign.CampaignName Query Rule Name The name of the query rule. Derived from: Query_Rule.QueryRuleName Total Records The total number of records.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports camqry06: Call Summary Count per Campaign real-time See camqry06, page 10-34 for an illustration of this report. Overview: Subject Outbound Option Campaign Query Rule: All campaign records. Purpose To display the status of each query rule within a campaign.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports dialer01: Dialer real-time Report See dialer01, page 10-48 for an illustration of this report. Overview: Subject Outbound Option Dialer: Contacts, busy, voice, answering machine, SIT Tone detects, no answer, and abandoned calls for each dialer.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports No Answer The number of contacts which were not answered today. Derived from: Dialer_Real_Time.NoAnswerDetectToday No Ringback The number of contacts today that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column. Derived from: Dialer_Real_Time.NoRingBackDetectHalf No Dialtone The number of contacts today that did not detect a dial tone. Derived from: Dialer_Real_Time.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Customer Not Home The number of contacts today where the party answering the phone was not the customer. Derived from: Dialer_Real_Time.CustomerNotHomeCount Wrong Number The number of contacts today where the party answering the phone indicated the customer didn’t live there. Derived from: Dialer_Real_Time.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Applicable environment Outbound Option (Unified CCE, Unified ICM) Template type Real-time table Default sort order By dialer name, port number, campaign name Drilldowns available No Schema database tables Dialer Campaign Query Rule Dialer_Port_Real_Time Data: Dialer Name (no label) The name of the dialer. Derived from: Dialer.DialerName Port # The dialer port number. Derived from: Dialer_Port_Real_Time.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports imprul01: Import Status real-time Report Overview: Subject Import Rule: The number of good, bad, and total records imported, or to be imported.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Bad Records The number of bad records imported. Derived from: Import_Rule_Real_Time.BadRecords Total Records The total number of records imported or to be imported. Derived from: Import_Rule_Real_Time.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Drilldowns available No Schema database table Campaign Campaign_Query_Rule_Half_Hour Query_Rule Data: Campaign Name The name of the campaign. Derived from: Campaign.CampaignName Query Rule Name The name of the query rule. Derived from: Query_Rule.QueryRuleName Date Time (no label) The central controller date and time at the start of the half hour interval. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports No Answer The number of contacts in the half hour interval that were not answered. Derived from: Campaign_Query_Rule_Half_Hour.NoAnswerDetectToHalf No Ringback The number of contacts in the half hour interval that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Not Home The number of contacts in the half hour interval where the party answering the phone was not the customer. Derived from: Campaign_Query_Rule_Half_Hour.CustomerNotHomeCountToHalf Wrong Number The number of contacts in the half hour interval where the party answering the phone indicated the customer didn’t live there. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Query Rule Summary A summary of each field for each query rule. Report Summary A summary of each field for all campaigns. camqry11: Summary of Call Counts per Campaign Half Hour Report See camqry11, page 10-35 for an illustration of this report. Overview: Subject Outbound Option Campaign Query Rule: Status of all campaign records, gathered in half-hour increments.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Requested Personal Callback The number of call-back contacts scheduled. Derived from: Campaign_Query_Rule_Half_Hour.PersonalCallBackCountToHalf Requested Callback The number of call-back contacts. Derived from: Campaign_Query_Rule_Half_Hour.CallBackCountToHalf Voice The number of contacts for which a voice was detected in the half hour interval. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports SIT Tone The number of contacts in the half hour interval that detected a special information tone (SIT). Derived from: Campaign_Query_Rule_Half_Hour.SITToneDetectToHalf Agent Rejected The number of preview/callback contacts in the half hour interval that were rejected by the agent. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Talk Time The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the telephone today. Derived from: Campaign_Query_Rule_Half_Hour.TalkTimeToHalf WrapUp Time The length of time the agents spent in wrap-up work. Derived from: Campaign_Query_Rule_Half_Hour.WrapupTimeToHalf Campaign Summary A summary of each field for each campaign. Report Summary A summary of each field for all campaigns.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Date Time The date and time of the start half hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Campaign_Query_Rule_Half_Hour.DateTime Key Statistics: Customer Answered The number of the outbound calls (attempts) that reached a live voice. Derived from: Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf + Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Attempts: Did not Answer The percentage of call attempted when the number was dialed but the customer was not reached and there were no problems with the call ("Ring No Answer"). Derived from: (Campaign_Query_Rule_Half_Hour.AnsweringMachineDetectToHalf + Campaign_Query_Rule_Half_Hour.BusyDetectToHalf + Campaign_Query_Rule_Half_Hour.NoAnswerDetectToHalf + Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry13: Summary of Attempts per Campaign Daily Report See camqry13, page 10-37 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Key Statistics: Right Party Connect The percentage of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled. Derived from: Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf Key Statistics: Dialer Aband & Aband to IVR The number of calls that were abandoned by the dialer or abandoned to IVR because of the non-availability of agents to take the call.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports 5. Low Energy ("or dead air") call detected by the dialer. 6. Operator intercept (SIT Tone) was returned from network when dial attempted. Derived from: (Campaign_Query_Rule_Half_Hour.FaxDetectToHalf + Campaign_Query_Rule_Half_Hour.NoDialToneDetectToHalf + Campaign_Query_Rule_Half_Hour.NoRingBackDetectToHalf + Campaign_Query_Rule_Half_Hour.SITToneDetectToHalf)/ Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry14: Breakdown of Attempts (%) per Campaign Half Hour Report See camqry14, page 10-37 for an illustration of this report. Overview: Subject Break Down of attempts per Campaign Custom Half Hour Report Purpose To show the breakdown of attempts (in percentage) of each campaign for the selected time period.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Answered: Aband to IVR The number of contacts/attempts in the half hour interval that were abandoned by the dialer. However, instead of hanging-up on the customer the customer was transferred to an IVR which plays a message. The percentage of attempts that were sent to IVR (or another dialed number) for treatment after the dialer reached a contact and no agent was available to take the call.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Did Not Answer: No Answer The number of contacts in the half hour interval that were not answered. Derived from: Campaign_Query_Rule_Half_Hour. NoAnswerDetectToHalf/ Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf Customer Did Not Answer: Busy The number of contacts in the half hour interval that detected a busy signal. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry15: Breakdown of Attempts (%) per Campaign Daily Report See camqry15, page 10-38 for an illustration of this report. Overview: Subject Break Down of attempts per Campaign Custom Daily Report Purpose To show the breakdown of attempts (in percentage) of each campaign for the selected time period.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Answered: Aband to IVR The number of contacts/attempts in the half hour interval that were abandoned by the dialer. However, instead of hanging-up on the customer the customer was transferred to an IVR which plays a message. The percentage of attempts that were sent to IVR (or another dialed number) for treatment after the dialer reached a contact and no agent was available to take the call.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Did Not Answer: No Answer The number of contacts in the half hour interval that were not answered. Derived from: Campaign_Query_Rule_Half_Hour. NoAnswerDetectToHalf/ Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf Customer Did Not Answer: Busy The number of contacts in the half hour interval that detected a busy signal. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry16: Summary of Attempts per Query Rule Within Campaign Half Hour Report See camqry16, page 10-40 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf + Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf + Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf Key Statistics: Right Party Connect The percentage of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled. Derived from: Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Attempts: Problem The percentage of call attempted where the contact was dialed and one of the following problems was encountered: 1. Fax machine detected 2. No dial tone when dialer port went off hook 3. No Ringback from network when dial attempted 4. Network disconnected while alerting 5. Low Energy ("or dead air") call detected by the dialer 6.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry17: Summary of Attempts per Query Rule Within Campaign Daily Report See camqry17, page 10-41 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf + Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf + Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf Key Statistics: Right Party Connect The percentage of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled. Derived from: Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Attempts: Problem The percentage of call attempted where the contact was dialed and one of the following problems was encountered: 1. Fax machine detected 2. No dial tone when dialer port went off hook 3. No Ringback from network when dial attempted 4. Network disconnected while alerting 5. Low Energy ("or dead air") call detected by the dialer 6.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry18: Breakdown of Attempts (%) per Query Rule Within Campaign Half Hour Report See camqry18, page 10-42 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Answered: Dialer Aband The number of contacts/attempts in the half hour interval abandoned by the dialer because of non availability of the agents and "Abandon to IVR" was not configured. Derived from: Campaign_Query_Rule_Half_Hour. AbandonDetectToHalf/ Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Answered: Customer Aband The number of contacts in the half hour interval where the customer hung-up immediately after being connected to an agent. Derived from: Campaign_Query_Rule_Half_Hour.CustomerAbandonDetectToHalf/ Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf Customer Did Not Answer: Answering Machine Device The number of contacts in the half hour interval that detected an answering machine.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Problem: Network Error The number of contacts that encountered one of the following problems: 1. No Ringback from network when dial attempted 2. Network disconnected while alerting 3. Low Energy ("or dead air") call detected by the dialer. Derived from: Campaign_Query_Rule_Half_Hour.NoRingBackDetectToHalf WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry19: Breakdown of Attempts (%) per Query Rule Within Campaign Daily Report See camqry19, page 10-43 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Answered: Dialer Aband The number of contacts/attempts in the half hour interval abandoned by the dialer because of non availability of the agents and "Abandon to IVR" was not configured. Derived from: Campaign_Query_Rule_Half_Hour. AbandonDetectToHalf/ Campaign_Query_Rule_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Answered: Customer Aband The number of contacts in the half hour interval where the customer hung-up immediately after being connected to an agent. Derived from: Campaign_Query_Rule_Half_Hour.CustomerAbandonDetectToHalf/ Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf Customer Did Not Answer: Answering Machine Device The number of contacts in the half hour interval that detected an answering machine.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Problem: Network Error The number of contacts that encountered one of the following problems: 1. No Ringback from network when dial attempted 2. Network disconnected while alerting 3. Low Energy ("or dead air") call detected by the dialer. Derived from: Campaign_Query_Rule_Half_Hour.NoRingBackDetectToHalf WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry20: Campaign Consolidated Half Hour Report See camqry20, page 10-44 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Agent Time In Campaign: FTE The FTE value for the agents logged in and skilled for the campaign and not working in other skill groups (or not ready) in the half hour interval. If all agents spend full-time on the campaign's skill during the half hour interval, the FTE is the number of agents. Derived from: (Skill_Group_Half_Hour.LoggedOnTimeToHalf Skill_Group_Half_Hour.BusyOtherTimeToHalf Skill_Group_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Agent Statistics: Time between Agent Connects The average time in seconds between the connecting customer calls to the agents. Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf + Skill_Group_Half_Hour.TalkReserveTimeToHalf + Skill_Group_Half_Hour.AvailTimeToHalf)/ (Skill_Group_Half_Hour.AutoOutCallsToHalf + Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports • This column is invalid if the abandon to IVR script queues to multiple skill groups in this campaign because RouterErrorsToHalf and RouterCallsAbandQToHalf are counted once in each skill group the call was queued to which will result in undercounting in this column.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry21: Campaign Consolidated Daily Report See camqry21, page 10-45 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Agent Time In Campaign: FTE The FTE value for the agents logged in and skilled for the campaign and not working in other skill groups (or not ready) in the half hour interval. If all agents spend full-time on the campaign's skill during the half hour interval, the FTE is the number of agents. Derived from: (Skill_Group_Half_Hour.LoggedOnTimeToHalf Skill_Group_Half_Hour.BusyOtherTimeToHalf Skill_Group_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Agent Statistics: Time between Agent Connects The average time in seconds between the connecting customer calls to the agents. Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf + Skill_Group_Half_Hour.TalkReserveTimeToHalf + Skill_Group_Half_Hour.AvailTimeToHalf)/ (Skill_Group_Half_Hour.AutoOutCallsToHalf + Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports • This column is invalid if the abandon to IVR script queues to multiple skill groups in this campaign because RouterErrorsToHalf and RouterCallsAbandQToHalf are counted once in each skill group the call was queued to which will result in undercounting in this column.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry22: Campaign Consolidated Detailed Half Hour Report See camqry23, page 10-47 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Agent Connect: Outbound Immediate The number of outbound calls where the customer was connected to an agent immediately (without waiting in queue). Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf + Skill_Group_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Note This column is approximate because the abandon to IVR might occur in one half hour interval and the call completion occurs in another interval. WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry23: Campaign Consolidated Detailed Daily Report See camqry23, page 10-47 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Agent Connect: Outbound Immediate The number of outbound calls where the customer was connected to an agent immediately (without waiting in queue). Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf + Skill_Group_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports This column is approximate because the abandon to IVR might occur in one half hour interval and the call completion occurs in another interval. Note dialer10: Dialer Call Result Summary Half Hour Report See dialer10, page 10-48 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Requested Personal Callback The number of call-back contacts scheduled. Derived from: Dialer_Half_Hour.PersonalCallBackCountToHalf Requested Callback The number of call-back contacts. Derived from: Dialer_Half_Hour.CallBackCountToHalf Voice The number of contacts for which a voice was detected in the half hour interval. Derived from: Dialer_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports SIT Tone The number of contacts in the half hour interval that detected a special information tone (SIT). Derived from: Dialer_Half_Hour.SITToneDetectToHalf Agent Rejected The number of preview/callback contacts in the half hour interval that were rejected by the agent. These customers will not be dialed. Derived from: Dialer_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Dialer Summary A summary of each field for each dialer. Report Summary A summary of each field for all dialers. dialer11: Dialer Capacity Half Hour Report See dialer11, page 10-49 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Port Status: Contacting Customers The Percentage of time spent by the dialer ports for calling customers during the current half hour interval. Derived from: Dialer_Half_Hour.DialingTimeToHalf /(Dialer_Half_Hour.IdlePortTimeToHalf + Dialer_Half_Hour.ReservePortTimeToHalf + Dialer_Half_Hour.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports dialer12: Dialer Capacity Daily Report See dialer12, page 10-50 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Port Status: Reserving Agents The percentage of time spent by the dialer ports for reserving agents during the current half hour interval for an agent campaign. Derived from: Dialer_Half_Hour.ReservePortTime/ (Dialer_Half_Hour.IdlePortTime + Dialer_Half_Hour.ReservePortTime + Dialer_Half_Hour.DialingTimeToHalf) Port Status: Out of Ports The percentage of time maxed out by the dialer during the current half hour interval.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports imprul10: Import Rule Report See Imprul10, page 10-51 for an illustration of this report.
Chapter 8 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Record Status: Imported The total number of records imported into the Do Not Call List. Derived from: Import_Rule_History.GoodRecords Record Status: Failed The total number of import records which did not meet format criteria. These records are captured in an import error file. Derived from: Import_Rule_History.BadRecords Records To Dial The total Number of records imported to dialing lists based on existing query rules.
CHAPTER 9 Translation Route Report Templates About Translation Route Reports Translation routes are used to transfer a call from one routing client to another and retain the details about call tracking, call data and cradle to grave reporting. They form an intermediate destination which is allocated when a script sends a call from a source routing client to a destination.
Chapter 9 Translation Route Report Templates About Translation Route Reports trrout11/trrout12: Translation Route Counts Half Hour Report/Translation Route Counts Daily Report See trrout11, page 10-66 and trrout12, page 10-67 for an illustration of these reports.
Chapter 9 Translation Route Report Templates About Translation Route Reports Routed The number of times the Translation Route is successfully completed. Derived from: Translation_Route_Half_Hour. RoutedToHalf Router Time-outs The number of times the Router times out the Translation Route for a routing client. Derived from: Translation_Route_Half_Hour.
Chapter 9 Translation Route Report Templates About Translation Route Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
CHAPTER 10 Sample Reports This chapter has illustrations of some of the WebView reports, organized by category. Each illustrated report is cross-referenced to the chapter that contains its field descriptions. Please note that these samples were generated from a limited database. A few samples show report layout only and have no data.
Agent03 See agent03: Agent Media Logout Status Report, page 4-12 for field descriptions of this report. Figure 10-1 agent03: Agent Media Logout Status Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Agent 04 See agent04: Agent Task Detail Activity Report, page 4-15 for field descriptions of this report. agent04: Agent Task Detail Activity Agent 05 See agent05: Agent Task Detail Performance Report, page 4-18 for field descriptions of this report. Figure 10-3 agent05: Agent Task Detail Performance 10-3 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See agent20: Agent real-time Report, page 4-4 for field descriptions of this report. agent 20: Agent real-time Agent21 See agent21: Agent Task Summary Half Hour Report, page 4-24 for field descriptions of this report. Figure 10-5 agent21: Agent Task Summary Half Hour Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Agent 23 See agent23: Agent Performance Summary Half Hour Report, page 4-32 for field descriptions of this report. agent 23: Agent Performance Summary Half Hour 10-5 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See agent24: Agent Performance Summary Daily Report, page 4-36 for field descriptions of this report. agent24: Agent Performance Summary Daily Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Agent25 See agent25: Agent Consolidated Half Hour Report, page 4-40 for field descriptions of this report. agent25: Agent Consolidated Half Hour 10-7 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See agent26: Agent Consolidated Daily Report, page 4-45 for field descriptions of this report. agent26: Agent Consolidated Daily Agent30 See agent30: Agent Not Ready Summary Report, page 4-63 for field descriptions of this report. Figure 10-10 agent30: Agent Not Ready Summary Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Agent31 See agent31: Agent Not Ready Detail Report, page 4-65 for field descriptions of this report. agent31: Agent Not Ready Detail 10-9 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Agtper22 Figure 10-12 agtper22: Agent Peripheral Task Summary Daily Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1) See agtper22: Agent Peripheral Task Summary Daily Report, page 4-93 for field descriptions of this report.
Chapter 10 Agtper25 See agtper25: Agent Peripheral Consolidated Half Hour Report Template, page 4-105 for field descriptions of this report. agtper25: Agent Peripheral Consolidated Half Hour 10-11 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Agtskg07 Figure 10-14 agtskg07: Agent Skill Group Task Analysis Agtskg21 See agtskg21: Agent Skill Group Task Summary Half Hour Report, page 4-157 for field descriptions of this report. Figure 10-15 agtskg21: Agent Skill Group Task Summary Half Hour Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1) See agtskg07: Agent Skill Group Task Analysis Report, page 4-149 for field descriptions of this report.
Chapter 10 Agtskg25 See agtskg25: Agent Skill Group Consolidated Half Hour Report, page 4-172 for field descriptions of this report. agtskg25: Agent Skill Group Consolidated Half Hour Agtskg26 See agtskg26: Agent Skill Group Consolidated Daily Report, page 4-176 for field descriptions of this report. Figure 10-17 agtskg26: Agent Skill Group Consolidated Daily 10-13 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See agtskg30: IPCC Agent Skill Group real-time Report, page 4-136 for field descriptions of this report. agtskg30: IPCC Agent Skill Group real-time Agent by Team Reports Agteam02 See agteam02: Agent Skill Group Status Report, page 4-196 for field descriptions of this report. Figure 10-19 agteam02: Agent Skill Group Status Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Agteam03 See agteam03: Agent Logout Status By Team Report, page 4-213 for field descriptions of this report. agteam03: Agent Logout Status 10-15 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See agteam05: Agent Task Detail Performance Report By Team, page 4-218 for field descriptions of this report. agteam 05: Agent Task Detail Performance agteam20 See agteam20: Agent Team real-time Report, page 4-198 for field descriptions of this report. Figure 10-22 agteam20: Agent Team real-time Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Agteam22 See agteam22: Agent Team Task Summary Daily Report, page 4-226 for field descriptions of this report. agteam22: Agent Team Task Summary Daily 10-17 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See agteam24: Agent Team Performance Summary Daily Report, page 4-234 for field descriptions of this report. agteam24: Agent Team Performance Summary Daily Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Agteam26 See agteam26: Agent Team Consolidated Daily Report, page 4-242 for field descriptions of this report. agteam26: Agent Team Consolidated Daily 10-19 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See agteam29: Agent SkillGroup Assignments Real-Time, page 4-207 for field descriptions of this report. agteam29: Agent Team Skill Group Assignment real-time Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Agteam32 See agteam32: Agent Team State Counts real-time Report, page 4-209 for field descriptions of this report. agteam32: Agent Team State Counts real-time 10-21 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See agteam33: Agent Team Incoming/Outgoing Task Durations With Agent Detail Half Hour, page 4-259 for field descriptions of this report. agteam33: Agent Team Incoming/Outgoing Task Durations With Agent Detail Half Hour Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Agteam35 See agteam35: Agent Team Incoming/Outgoing Task Durations Half Hour, page 4-267 for field descriptions of this report. agteam35: Agent Team Incoming/Outgoing Task Durations Half Hour 10-23 Agent Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Apgate11 Figure 10-30 apgate11: Application Gateway Status Half Hour Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1) See apgate11: Application Gateway Status Half Hour Report, page 7-2 for field descriptions of this report.
Chapter 10 Call Type Reports Caltyp04 Sample Reports See caltyp04: Call Type Service Levels real-time Report, page 2-4 for field descriptions of this report. caltyp04: Call Type Service Level real-time 10-25 Call Type Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See caltyp05: Analysis of Calls Half Hour Report, page 2-28 for field descriptions of this report. caltyp05: Analysis of Tasks Half Hour Caltyp20 See caltyp20: Call Type real-time Report, page 2-5 for field descriptions of this report. Figure 10-33 caltyp20: Call Type real-time Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
10-27 Call Type Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1) Sample Reports caltyp21: Call Type Half Hour Figure 10-34 Chapter 10 Caltyp21 See caltyp21: Call Type Half Hour Report, page 2-30 for field descriptions of this report.
See caltyp22: Call Type Daily Report, page 2-35 for field descriptions of this report. caltyp22: Call Type Daily Caltyp25 See caltyp25: Call Type Queue Status real-time Report (Unified CCE and Network Queue), page 2-23 for field descriptions of this report. Figure 10-36 caltyp25: Call Type Queue Status real-time Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Caltyp26 See caltyp26: Call Type Tasks Offered Over Half Hour, page 2-25 for field descriptions of this report. caltyp26: Call Type Tasks Offered Over Half Hour Caltyp27 See caltyp27: Call Type Queue Delay Status real-time, page 2-25 for field descriptions of this report. Figure 10-38 caltyp27: Call Type Queue Delay Status real-time 10-29 Call Type Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See caltyp28: Call Type Task Status Now real-time Report (Unified CCE and Network VRU), page 2-27 for field descriptions of this report. caltyp28: Call Type Queue Tasks Status Now real-time Caltyp31 See caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report, page 2-53 for field descriptions of this report. Figure 10-40 caltyp31: Call Type Abandon/Answer Distribution by Half Hour Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Caltyp33 See caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report, page 2-63 for field descriptions of this report. caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour 10-31 Call Type Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See caltyp35: VRU Calls Analysis Half Hour Report, page 2-71 for field descriptions of this report. caltyp35: VRU Call Type Analysis Half Hour Caltyp37 See caltyp37: Call Type Service Level Abandons Daily Report, page 2-78 for field descriptions of this report. Figure 10-43 caltyp37: Call Type ServiceAbandons Daily Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Outbound Option Reports camqry01 Sample Reports See camqry01: Call Counts of Query Rule within Campaign real-time Report, page 8-5 for field descriptions of this report. camqry01: Call Counts Of Query Rule Within Campaign real-time camqry02 See camqry02: Summary of Call Counts Per Campaign real-time Report, page 8-8 for field descriptions of this report.
See camqry06: Call Summary Count per Campaign real-time, page 8-16 for field descriptions of this report. camqry06: Call Summary Count per Campaign real-time camqry10 See camqry10: Call Counts of Query Rule within Campaign Half Hour Report, page 8-22 for field descriptions of this report. Figure 10-48 camqry10: Call Counts of Query Rule Within Campaign Half Hour Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 camqry11 See camqry11: Summary of Call Counts per Campaign Half Hour Report, page 8-26 for field descriptions of this report. camqry11: Summary of Call Counts per Campaign Half Hour 10-35 Outbound Option Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See camqry12: Summary of Attempts per Campaign Half Hour Report, page 8-29 for field descriptions of this report. camqry12: Summary of Attempts per Campaign Half Hour Report Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 camqry13 See camqry12: Summary of Attempts per Campaign Half Hour Report, page 8-29 for field descriptions of this report. camqry13: Summary of Attempts per Campaign Daily Report 10-37 Outbound Option Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See camqry14: Breakdown of Attempts (%) per Campaign Half Hour Report, page 8-35 for field descriptions of this report. camqry14: Breakdown of Attempts (%) per Campaign Half Hour Report Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 camqry15 See camqry14: Breakdown of Attempts (%) per Campaign Half Hour Report, page 8-35 for field descriptions of this report. camqry15: Breakdown of Attempts (%) per Campaign Daily Report 10-39 Outbound Option Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See camqry16: Summary of Attempts per Query Rule Within Campaign Half Hour Report, page 8-41 for field descriptions of this report. camqry16: Summary of Attempts per Query Rule Within Campaign Half Hour Report Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 camqry17 See camqry16: Summary of Attempts per Query Rule Within Campaign Half Hour Report, page 8-41 for field descriptions of this report. camqry17: Summary of Attempts per Query Rule Within Campaign Daily Report 10-41 Outbound Option Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See camqry19: Breakdown of Attempts (%) per Query Rule Within Campaign Daily Report, page 8-51 for field descriptions of this report. camqry18: Breakdown of Attempts (%) per Query Rule Within Campaign Half Hour Report Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 camqry19 See camqry19: Breakdown of Attempts (%) per Query Rule Within Campaign Daily Report, page 8-51 for field descriptions of this report. camqry19: Breakdown of Attempts (%) per Query Rule Within Campaign Daily Report 10-43 Outbound Option Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See camqry20: Campaign Consolidated Half Hour Report, page 8-55 for field descriptions of this report. camqry20: Campaign Consolidated Half Hour Report Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 camqry21 See camqry20: Campaign Consolidated Half Hour Report, page 8-55 for field descriptions of this report. camqry21: Campaign Consolidated Daily Report 10-45 Outbound Option Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See camqry22: Campaign Consolidated Detailed Half Hour Report, page 8-63 for field descriptions of this report. camqry22: Campaign Consolidated Detailed Half Hour Report Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 camqry23 See camqry22: Campaign Consolidated Detailed Half Hour Report, page 8-63 for field descriptions of this report. camqry23:Campaign Consolidated Detailed Daily Report 10-47 Outbound Option Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
See dialer01: Dialer real-time Report, page 8-17 for field descriptions of this report. dialer01: Dialer real-time dialer10 See dialer10: Dialer Call Result Summary Half Hour Report, page 8-68 for field descriptions of this report. Figure 10-63 dialer10: Status of each Dialer Half Hour Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
10-49 Outbound Option Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1) Sample Reports dialer11: Dialer Capacity Half Hour Figure 10-64 Chapter 10 dialer11 See dialer11: Dialer Capacity Half Hour Report, page 8-71 for field descriptions of this report.
Chapter 10 WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1) Figure 10-65 Dialer Capacity Daily Report Outbound Option Reports See dialer11: Dialer Capacity Half Hour Report, page 8-71 for field descriptions of this report.
Chapter 10 Sample Reports Outbound Option Reports Imprul10 See imprul10: Import Rule Report, page 8-75 for field descriptions of this report. Figure 10-66 Import Rule Report WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Peripheral Reports Peripheral Reports Periph06 See periph06: VRU Peripheral Capacity Report, page 3-4 for field descriptions of this report Figure 10-67 periph06: VRU Peripheral Capacity Report WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Peripheral Service Reports Peripheral Service Reports Persvc24 See persvc24: Peripheral Service Agent Half Hour Report, page 3-18 for field descriptions of this report. Figure 10-68 persvc24: Peripheral Service Agent Half Hour Persvc25 See persvc25: Peripheral Service Agent Daily Report, page 3-21 for field descriptions of this report.
Chapter 10 Sample Reports Skill Group Reports Skill Group Reports Peripheral Skill Group Reports Perskg01 See perskg01: Peripheral Skill Group Status real-time Report, page 5-84 for field descriptions of this report. Figure 10-70 perskg01: Peripheral Skill Group Status real-time WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Skill Group Reports Perskg03 See perskg03: Peripheral Skill Group Agent State Status Report, page 5-87 for field descriptions of this report. Figure 10-71 perskg03: Peripheral Skill Group Agent State Status Perskg05 See perskg05: Peripheral Skill Group % Utilization of Ready Agents Report, page 5-88 for field descriptions of this report.
Chapter 10 Sample Reports Skill Group Reports Figure 10-73 ? perskg08: FTE for Peripheral Skill Groups Half Hour Perskg14 See perskg14: IPCC Rolling 5-minute Peripheral Skill Group Status Report, page 5-90 for field descriptions of this report. Figure 10-74 perskg14: IPCC Rolling 5-minute Peripheral Skill Group Status WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Skill Group Reports Perskg29 See perskg29: Peripheral Skill Group Logout real-time Report, page 5-105 for field descriptions of this report. Figure 10-75 perskg29: Peripheral Skill Group Logout real-time Perskg30 See perskg30: IPCC Peripheral Skill Group Status real-time Report, page 5-106 for field descriptions of this report.
Chapter 10 Sample Reports Skill Group Reports Perskg31 See perskg31: IPCC Peripheral Skill Group Task Summary Half Hour Report, page 5-133 for field descriptions of this report. Figure 10-77 perskg31: IPCC Peripheral Skill Group Task Summary Half Hour WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Skill Group Reports Perskg35 See perskg35: IPCC Peripheral Skill Group Consolidated Half Hour Report, page 5-150 for field descriptions of this report. Figure 10-78 perskg35: IPCC Peripheral Skill Group Consolidated Half Hour WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Skill Group Reports Enterprise Skill Group Reports Entskg06 See entskg06: Enterprise Skill Group Performance Half Hour Report, page 5-34 for field descriptions of this report. Figure 10-79 entskg06: Enterprise Skill Group Performance Half Hour WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Skill Group Reports Entskg08 See entskg08: Full Time Equivalent for Enterprise Skill Groups Half Hour Report, page 5-38 for field descriptions of this report. Figure 10-80 entskg08: FTE for Enterprise Skill Groups Half Hour WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Skill Group Reports Entskg09 See entskg09: Enterprise Skill Group Normalized Agent State Report, page 5-40 for field descriptions of this report. Figure 10-81 entskg09: Enterprise Skill Group Normalized Agent State Entskg14 See entskg14: IPCC Rolling 5-Minute Enterprise Skill Group Status Report, page 5-14 for field descriptions of this report.
Chapter 10 Sample Reports Skill Group Reports Entskg30 See entskg30: IPCC Enterprise Skill Group Status real-time Report, page 5-30 for field descriptions of this report. Figure 10-83 entskg30: IPCC Enterprise Skill Group Status real-time Entskg31 See entskg31: IPCC Enterprise Skill Group Task Summary Half Hour Report, page 5-57 for field descriptions of this report.
Chapter 10 Sample Reports Skill Group Reports Entskg35 See entskg35: IPCC Enterprise Skill Group Consolidated Half Hour Report, page 5-73 for field descriptions of this report. Figure 10-85 entskg35: IPCC Enterprise Skill Group Consolidated Half Hour WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Trunk Group Reports Trunk Group Reports Trkgrp23 See trkgrp23: IVR Ports Performance Half Hour Report, page 6-9 for field descriptions of this report. Figure 10-86 trkgrp23: IVR Ports Performance Half Hour WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Translation Route Reports Translation Route Reports trrout11 See trrout11/trrout12: Translation Route Counts Half Hour Report/Translation Route Counts Daily Report, page 9-2 for field descriptions of this report. Figure 10-87 trrout11: Translation Route Counts Half Hour Report WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Sample Reports Translation Route Reports trrout12 See trrout11/trrout12: Translation Route Counts Half Hour Report/Translation Route Counts Daily Report, page 9-2 for field descriptions of this report. Figure 10-88 trrout12: Translation Route Counts DailyReport WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
Chapter 10 Translation Route Reports WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.
INDEX agteam02 A Agent Team Status Report agent03 4-195 agteam03 Agent Media Logout Status Report 4-12 Agent Team Media Logout Status Report MERGEFORMAT 4-212 agent04 Agent Task Detail Activity Report agteam04 4-15 Agent Task Detail Activity Report agent05 Agent Task Detail Performance Report 4-214 agteam05 4-18 Agent Task Detail Performance Report agent06 Agent State Trace Detail By Events Report agteam20 4-21 Agent Team Real Time agent20 Agent Real Time Report 4-217 4-197 agteam2
Index Agent Team Incoming/Outgoing Task Durations With Agent Detail Half Hour 4-258 agteam34 agteam35 Agent Team Incoming/Outgoing Task Durations Half Hour 4-266 agteam36 4-142 agtskg05 Agent Task Detail Performance Report 4-145 agtskg06 Outbound Option (Blended Agent) Status Report 4-128 agtskg07 Agent Team Incoming/Outgoing Task Durations Daily 4-270 Agent Skill Group Task Analysis Report 4-148 agtskg10 agtper03 Agent Peripheral Media Logout Status Report 4-78 agtper04 Agent Peripheral Task D
Index Application Gateway Status Half Hour Report Call Type Abandon/Answer Cumulative Distribution by Half Hour Report 2-62 7-2 appath01 Application Path Real Time Report caltyp34 7-3 Call Type Abandon/Answer Cumulative Distribution Report 2-66 available (avail) entskg03 caltyp35 Enterprise Skill Group Agent Status Report MERGEFORMAT 5-10 VRU Calls Analysis Half Hour Report 2-70 caltyp36 VRU Calls Analysis Daily Report C 2-73 caltyp37 Call Type Service Level Abandons Daily Report 2-77 calty
Index entskg32 E enterprise skill group reports IPCC Enterprise Skill Group Task Summary Daily Report 5-61 5-5 entskg33 entskg01 IPCC Enterprise Skill Group Performance Summary Half Hour Report 5-65 Enterprise Skill Group Status Real Time Report Template 5-10 entskg34 entskg03 Enterprise Skill Group Agent Status Report IPCC Enterprise Skill Group Performance Summary Daily Report 5-69 5-11 Enterprise Skill Group Agent Status Report MERGEFORMAT 5-10 entskg35 IPCC Enterprise Skill Group Consolida
Index Outbound Option (Blended Agent) Statistics by Skill Group Report 5-89 persvc22 Peripheral Service IVR Self-Service Half Hour Report 3-13 perskg12 Outbound Option (Blended Agent) Task Detail Performance In Skill Groups Half Hour Report 5-114 persvc23 Peripheral Service IVR Self-Service Daily Report 3-16 perskg14 IPCC Rolling 5-minute Peripheral Skill Group Status Report 5-90 perskg27 persvc24 Peripheral Service Agent Half Hour Report 3-18 persvc25 Peripheral Skill Group Historical All Fields R
Index WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 7.
