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Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4) March 2011 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
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Table of Contents Preface ...........................................................................................................................................................1 Purpose .....................................................................................................................................................1 Audience ....................................................................................................................................................
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Sample Call Type Abandon/Answer Distribution Historical Report......................................................47 Call Type Historical All Fields...................................................................................................................48 Current Fields for the Call Type Historical All Fields Grid View............................................................48 Available Fields the Call Type Historical All Fields Grid View.......................................................
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Call Type Abandon/Answer Distribution Historical..................................................................................101 Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View...........................102 Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View.........................104 Sample Call Type Abandon/Answer Distribution Historical Report....................................................105 Call Type Historical All Fields.......
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Current Fields in the Peripheral Skill Group Historical Grid View......................................................154 Available Fields in the Peripheral Skill Group Historical Grid View....................................................158 Sample Peripheral Skill Group Historical Report...............................................................................158 Peripheral Skill Group Historical Skill Group Service Level Chart.....................................................
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Call Type Intervals..................................................................................................................................207 Error Count.............................................................................................................................................208 FTE.........................................................................................................................................................208 Handle Time................................
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List of Figures Figure 1: Agent Historical All Fields Report 1 of 3.........................................................................................................12 Figure 2: Agent Historical All Fields Report 2 of 3.........................................................................................................12 Figure 3: Agent Historical All Fields Report 3 of 3.........................................................................................................
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Figure 34: Agent Team Historical All Fields Report 1 of 3.............................................................................................90 Figure 35: Agent Team Historical All Fields Report 2 of 3.............................................................................................90 Figure 36: Agent Team Historical All Fields Report 3 of 3.............................................................................................90 Figure 37: Agent Team Real Time Report...............
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Figure 69: Enterprise Skill Group Historical All Fields 1 of 3......................................................................................172 Figure 70: Enterprise Skill Group Historical All Fields 2 of 3......................................................................................172 Figure 71: Enterprise Skill Group Historical All Fields 1 of 3......................................................................................
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Preface Purpose This guide explains the stock templates (page 195) that are installed with the Cisco Unified Intelligence Center (Unified IC) reporting platform. Audience This guide is intended for reporting users and report designers who use the Cisco Unified Intelligence Center (Unified IC) web server to run the stock reports that are installed with Cisco Unified Intelligence Center.
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Preface Related Documentation This section Covers Chapter 7 (page 195) Working with Unified ICM/CCE Reporting Templates Chapter 8 (page 203) Unified ICM/CCE Reporting Concepts Related Documentation The following documentation supplements and complements this guide: Guides for the Cisco Unified Intelligence Center (http://www.cisco.com/en/US/products/ ps9755/products_user_guide_list.
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Preface Obtaining Documentation and Submitting a Service Request Convention Description • For emphasis. Example: Do not use the numerical naming convention. • A syntax value that the user must replace. Example: IF (condition, true-value, false-value) • A book title. Example: See the Cisco CRS Installation Guide. window font Window font, such as Courier, is used for the following: • Text as it appears in code or that the window displays. Example:
Cisco Systems,Inc.</p>
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<p>Preface Documentation Feedback Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 1 Cisco Unified Intelligence Center Report Templates Unified IC now supports the stock templates for Unified CCE Release 7.5 with some minor modificatons. This section includes information about the stock templates that are available for Unified CCE: • Agent Report Templates that support UCCE 8.x (page 7) • Agent Report Templates that support UCCE Rel 7.5 (page 61) • Call Type Report Templates that support UCCE Rel 8.x (page 43) • Call Type Report Templates that support UCCE Rel 7.</p>
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<p>Chapter 1: Cisco Unified Intelligence Center Report Templates Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 2 Unified CCE Release 8.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Historical All Fields • Media_Routing_Domain • Person • Agent_Skill_Group_Interval • Skill_Group See also: Current Fields in the Agent Historical All Fields Grid View (page 8) Available Fields in the Agent Historical All Fields Grid View (page 11) Current Fields in the Agent Historical All Fields Historical Grid View Current fields are those fields that appear by default in a grid view generated from the stock template.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Historical All Fields Column (Field) Description Held Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold The number of incoming calls to this agent that were placed on hold in the interval. Avg Hold This is a calculated field, derived from: (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Historical All Fields Column (Field) Description The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. Ext Out Derived from: Agent_Skill_Group_Interval.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Historical All Fields Column (Field) Description % Reserved This is a calculated field, derived from: (Agent_Skill_Group_Interval.ReservedStateTime /Agent_Skill_Group_Interval.LoggedOnTime) The percentage of time that the agent has spent in Reserved state waiting for an Unified ICM routed task from this skill group in relation to LoggedOnTime. % Wrap Up This is a calculated field, derived from:((Agent_Skill_Group_Interval.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Not Ready Detail Sample Agent Historical All Fields Report This illustration is a sample of the report generated from the Agent Historical All Fields template. Figure 1: Agent Historical All Fields Report 1 of 3 Figure 2: Agent Historical All Fields Report 2 of 3 Figure 3: Agent Historical All Fields Report 3 of 3 Agent Not Ready Detail Run this report to check agent availability in a logon session.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Not Ready Detail • Agent_Event_Detail • Media_Routing_Domain • Person • Reason_Code Notes: The report returns accurate data for COMPLETED Not Ready activity only. Rows in the report marked with an asterisk (*) have incomplete data. Important: To report on agent Not Ready reason codes, configure the Not Ready Reason codes in the ICM Configuration Manager AND on the agent desktop software (CTI or Cisco Agent Desktop).</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Not Ready Detail Column (Field) Description This is a calculated field derived from: (Agent_Logout.LogoutDateTime Agent_Logout.LoginDuration) Reason Code A code and text (if configured) from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0. This is a calculated field derived from: Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Real Time • StartDate This is a calculated field derived from the SQL query. • Suspect This is a calculated field derived from the SQL query. • Total Time Not Ready This is a calculated field derived from the SQL query. Sample Agent Not Ready Detail Report This illustration is a sample of the report generated from the Agent Not Ready Detail template.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Real Time Available Fields in the Agent Real Time Grid View (page 17) Current Fields in the Agent Real Time Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Current Fields and Available Fields (page 201). Current fields are listed in the order (left to right) in which they appear by default in the stock template.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Real Time Column (Field) Description Agent_Real_Time.DateTimeLastStateChange, getdate()) The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. Reason Code Derived from: Agent_Real_Time.ReasonCode 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.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Agent Skill Group Historical All Fields Reports generated from this template pull data from the Agent_Skill_Group_Interval database table to show activity for selected agents for a selected interval, sorted by skill group. Note: This report is the same report as the Agent Historical All Fields (page 29) report except that this report is first sorted by skill group rather than by agent.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Column (Field) Description The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. COMPLETED TASKS Handled Derived from: Agent_Skill_Group_Interval. CallsHandled The number of inbound calls that have been answered and have completed wrap-up by agents in the skill group during the interval.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Column (Field) Description Aban Hold Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls 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 interval. Trans In Derived from: Agent_Skill_Group_Interval.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Column (Field) Description % Active This is a calculated field, derived from: (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Skill_Group_Interval.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Column (Field) Description % Wrap Up This is a calculated field, derived from:((Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime ) /Agent_Skill_Group_Interval.LoggedOnTime 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.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Sample Agent Skill Group Historical All Fields Report This illustration is a sample of the report generated from the Agent Skill Group Historical All Fields template.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Skill Group Real Time Agent Skill Group Real Time This report is a table showing current agent status within the specified skill group(s). Views: This report has a grid view only. Query: This report data is built from a Database Query.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Skill Group Real Time Column (Field) Description into multiple skill groups, this field is not filled until the agent is assigned a task. Derived from: Skill_Group.EnterpriseName + Skill_Group.SkillTargetID Agent Name Derived from: Person.LastName + ", " + Person.FirstName The last and first name of the agent. Ent Queued Now The number of tasks currently queued for the skill group.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Skill Group Real Time Column (Field) Description 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected through multiple calls) Mobile Agent Phone# Derived from: Agent_Real_Time.RemotePhoneNumber For a mobile agent (an agent working remotely), the current phone number. Populated for CCE only. Reason Code Derived from: Agent_Real_Time.</p>
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<p>Chapter 2: Unified CCE Release 8.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent State Real Time Graph Sample Agent Skill Group Real Time Report This illustration is a sample of the report generated from the Agent Skill Group Real Time All Fields template. Figure 9: Agent Skill Group Real Time Report 1 of 2 Figure 10: Agent Skill Group Real Time Report 2 of 2 Agent State Real Time Graph This report is a pie chart showing the current total count of agents in different agent states.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team Historical All Fields Field Description Talking The agent is working on a task or a call in this skill group. Work Not Ready The agent is performing wrap-up work for a call in this skill group. The agent enters Not Ready state when wrap up is complete. Work Ready The agent is performing wrap-up work for a call or task in this skill group.</p>
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<p>Chapter 2: Unified CCE Release 8.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team Historical All Fields Colunn (Field) Description AHT This is a calculated field derived from: : (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled) The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds). Held Tasks Derived from: Agent_Skill_Group_Interval.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team Historical All Fields Colunn (Field) Description 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. Ext Out Derived from: Agent_Skill_Group_Interval.AgentOutCalls The number of Outgoing external calls that this agent made in the interval.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team Historical All Fields Colunn (Field) Description % Reserved This is a calculated field derived from: (Agent_Skill_Group_Interval.ReservedStateTime / Agent_Interval.LoggedOnTime The percentage of time that the agent has spent in Reserved state waiting for an Unified ICM routed task from this skill group in relation to LoggedOnTime. % Wrap Up This is a calculated field derived from: ((Agent_Skill_Group_Interval.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team Historical All Fields – AutoOutCalls On Hold Time - Derived from: AgentSkillGroup.AutoOutCallsOnHoldTime – AutoOutCalls Talk Time - Derived from: AgentSkillGroup.AutoOutCallsTalkTime • Agent_Interval – Avail Time - Derived from: Agent_Interval.AvailTime • Media_Routing_Domain. The Media field is derived from: Media_Routing_Domain.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team Real Time Agent Team Real Time This report shows the current status of the selected agent team(s) and the current agent states of each agent within the selected agent team(s). Views: This report has a grid view only. Query: This report data is built from a Database Query. Grouping: This report is grouped and sorted by Agent Team Name and then by Supervisor.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team Real Time Column (Field) Description Supervisor Derived from: Person.LastName ", " Person.FirstName The agent team's primary supervisor. Agent Name Derived from: Person.LastName ", " Person.FirstName The last and first name of the agent. Active Skill Group Derived from: Skill_Group.EnterpriseName The skill group associated with the task on which the agent is currently working.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team State Counts Real Time Database Schema Guide (http://www.cisco.com/en/US/products/sw/custcosw/ps1844/ prod_technical_reference_list.html). Other tables used are: • Agent_Team – The Agent Team field is derived from: Derived from: Agent_Team.AgentTeamID – The PriSupervisor Skill Target ID field is derived from: Agent_Team.PriSupervisorID Person – FirstName is derived from: Person.FirstName – LastName is derived from: Person.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team State Counts Real Time Provides real-time agent team information on number of agents assigned to a team, number of agents logged on, number of agents in different states, and number of agents available to receive incoming tasks. Views: This report has a grid view only. Query: This report data is built from a Database Query. Grouping: There is no grouping for this report. It is sorted by Agent Team.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team State Counts Real Time Columns (Fields) Description Agent Logged On The number of agents currently logged on. Derived from: count of agents with Agent_Real_Time.AgentState =0. Active In Derived from: count of agents where Agent_Real_Time.AgentState is 11 or 4 and Agent_Real_Time.Direction is 2. The number of agents currently working on incoming tasks. Active Out Derived from: count of agents where Agent_Real_Time.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team State Counts Real Time Columns (Fields) Description Not Ready Derived from: Count of agents where Agent_Real_Time.AgentState is 2. The number of agents in the Not Ready state, a state in which agents are logged in but are neither involved in any task handling activity nor available to handle a task. Reserved Derived from: Count of agents where Agent_Real_Time.AgentState is 8.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team State Counts Real Time Chat (MSC) media routing domain. Iif the agent is currently working on a MSC task, an agent is eligible to receive a task up to the maximum task limit configured in the system. Sample Agent Team State Counts Real Time Report This illustration is a sample of the report generated from the Agent Team State Counts Real Time template.</p>
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<p>Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports Agent Team State Counts Real Time Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 3 Unified CCE Release 8.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Abandon/Answer Distribution Historical Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View (page 44) Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View (page 46) Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View Current fields are those fields that appear by default in a report grid view generated from the stock template.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Abandon/Answer Distribution Historical Column (Field) Description This is a calculated field, derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband . Int 1 Ans and Aban The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08 Derived from: Call_Type_Interval.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Abandon/Answer Distribution Historical Column (Field) Description Derived from: Call_Type_Interval.AnsInterval(6) and Call_Type_Interval.AbandInterval(6) Int 7 Ans and Aban The number of calls answered/abandoned 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_Interval.AnsInterval(7) and Call_Type_Interval.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Abandon/Answer Distribution Historical • BucketIntervalID Derived from: Call_Type_Interval.BucketIntervalID • Calls Handled Derived from: Call_Type_Interval.CallsHandled • CallTypeID Derived from: Call_Type_Interval.CallsTypeID • DelayQAban Derived from: Call_Type_Interval.CallDelayAbandTime • Router Calls Aban: Derived from: Call_Type_Interval.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Historical All Fields Call Type Historical All Fields Reports generated from this template show the interval status of call types for the selected time period. Note: For Unified ICM, the presence of certain data depends on the use of Enterprise Queuing and on whether Translation Routing has been implemented. Views: This report has a grid view and a pie chart view.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Historical All Fields Column (Field) Description SL Service Level Type used to calculate Service level for the interval. See Service Levels (page 215). Derived from: Call_Type_Interval.ServiceLevel Aban Within SL The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CC Enterprise and standard ACD targets that use translation routes.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-60.html">PAGE 60</a></h6>
<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Historical All Fields Column (Field) Description This field is applicable to both Unified ICM and Unified CC Enterprise with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed. Derived from Call_Type_Interval.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Historical All Fields Column (Field) Description Derived from: Call_Type_Interval.NetworkDefaultRouted Flow Out The number of tasks of the call type that flowed out of the call type to another call type in the interval. Derived from: Call_Type_Interval.OverflowOut Calls Error The number of calls for this Call Type that had errors or were incomplete in the interval.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Historical All Fields Column (Field) Description Call_Type_Interval.ErrorCount + Call_Type_Interval.AgentErrorCount ) Avg Aban Delay The average delay time of all abandoned calls that ended in this call type during the current interval.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Historical All Fields Figure 19: Call Type Historical All Fields Report 1 of 2 Figure 20: Call Type Historical All Fields Report 2 of 2 Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-64.html">PAGE 64</a></h6>
<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Real Time Call Type Historical All Fields Calls Answered by Call Types Chart The stock graph for this report is a pie chart that shows Calls Answered by Call Type. To select this view, run the Call Type Historical report. Then select Calls Answered by Call Types from the Report Viewer. Call Type Real Time Reports generated from this template show the current status of call types.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Real Time Column (Field) Description This is a calculated field, derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5 / Call_Type_Real_Time.CallsAnsweredTo5) VRU (not Q) Now The number of tasks in Run VRUScript or Wait state. This represents the number of tasks at VRU prompting or self service. This is a calculated field, derived from: Call_Type_Real_Time.CallsAtVRUNow Call_Type_Real_Time.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-66.html">PAGE 66</a></h6>
<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Real Time Column (Field) Description The number of tasks abandoned before the service level timer expired. Avg Aban The average time of abandoned calls for this call type during the rolling five minute interval, measured in HH:MM:SS (hours,minutes,seconds) format. This is a calculated field, derived from: Call_Type_Real_Time.CallDelayAbandTimeTo5 / Call_Type_Real_Time.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-67.html">PAGE 67</a></h6>
<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Skill Group Historical All Fields Figure 22: Call Type Real Time Queue Now Pie Chart Call Type Skill Group Historical All Fields Reports generated from this template show the summary statistics for Skill Groups within Call Type ID. This information is useful for tying queues to resources and for forecasting and scheduling.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-68.html">PAGE 68</a></h6>
<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Skill Group Historical All Fields Column (Field) Description Call Type Name The enterprise name for the call type. Derived from Call_Type.EnterpriseName. Skill Group Name The skill group's enterprise name Derived from: Skill_Group.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.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-69.html">PAGE 69</a></h6>
<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Skill Group Historical All Fields Column (Field) Description This is a calculated field, derived from: Call_Type_Skill_Group_Interval.AnswerWaitTime / Call_Type_Skill_Group_Interval.CallsAnswered Aban Within SL The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CC Enterprise and standard ACD targets that use translation routes.</p>
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<p>Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports Call Type Skill Group Historical All Fields Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 4 Unified CCE Release 7.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Historical All Fields • Media_Routing_Domain • Person • Agent_Skill_Group_Half_Hour • Skill_Group See also: Current Fields in the Agent Historical All Fields Grid View (page 62) Available Fields in the Agent Historical All Fields Grid View (page 65) Current Fields in the Agent Historical All Fields Historical Grid View Current fields are those fields that appear by default in a grid view generated from the stock template.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-73.html">PAGE 73</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Historical All Fields Column (Field) Description Held Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf The number of incoming calls to this agent that were placed on hold in the interval. Avg Hold This is a calculated field, derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-74.html">PAGE 74</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Historical All Fields Column (Field) Description Trans Out This is a calculated field, derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf + Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Historical All Fields Column (Field) Description The percentage of time that the agent has spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups. % Reserved This is a calculated field, derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /Agent_Skill_Group_Half_Hour.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Not Ready Detail Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up on incoming and outgoing tasks in the interval. Sample Agent Historical All Fields Report This illustration is a sample of the report generated from the Agent Historical All Fields template.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Not Ready Detail • Agent • Agent_Event_Detail • Media_Routing_Domain • Person • Reason_Code Notes: The report returns accurate data for COMPLETED Not Ready activity only. Rows in the report marked with an asterisk (*) have incomplete data. Important: To report on agent Not Ready reason codes, configure the Not Ready Reason codes in the ICM Configuration Manager AND on the agent desktop software (CTI or Cisco Agent Desktop).</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Not Ready Detail Column (Field) Description Log On Duration The date and time the agent logged on, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. This is a calculated field derived from: (Agent_Logout.LogoutDateTime Agent_Logout.LoginDuration) Reason Code A code and text (if configured) from the peripheral that indicates the reason for the agent's last state change.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-79.html">PAGE 79</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Real Time • Reason Code Derived from Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.ReasonCode • Skill Target ID Derived from: Agent_Event_Detail.skilltargetid • StartDate This is a calculated field derived from the SQL query. • Suspect This is a calculated field derived from the SQL query. • Total Time Not Ready This is a calculated field derived from the SQL query.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-80.html">PAGE 80</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Real Time See also: Current Fields in the Agent Real Time Grid View (page 70) Available Fields in the Agent Real Time Grid View (page 72) Current Fields in the Agent Real Time Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Current Fields and Available Fields (page 201).</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Real Time Column (Field) Description 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) Mobile Agent Phone# Derived from: Agent_Real_Time.RemotePhoneNumber For a mobile agent (an agent working remotely), the current phone number. Populated for CCE only.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Real Time Column (Field) Description • Not Applicable (if the logged in agent is not active in the skill group) Destination Derived from: Agent_Real_Time.Destination The type of outbound task on which the agent is currently working. Avail on MRD Derived from: Agent_Real_Time.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields • Enterprise Name is derived from: Skill_Group.EnterpriseName Sample Agent Real Time Report This illustration is a sample of the report generated from the Agent Real Time All Fields template.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-84.html">PAGE 84</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Current Fields in the Agent Skill Group Historical All Fields Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Current Fields and Available Fields (page 201). Current fields are listed below in the order (left to right) in which they appear by default in the stock template.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Column (Field) Description The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls which included hold time. Aban Rings Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf For voice: the total number of calls that were abandoned while the agent's phone was ringing.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-86.html">PAGE 86</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Column (Field) Description The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. Ext Out Derived from: Agent_Skill_Group_Half_Hour.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-87.html">PAGE 87</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Column (Field) Description relationtoLoggedOnTime. Applies to all skill groups. % Not Ready This is a calculated field, derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf / Agent_Half_Hour.LoggedOnTimeToHalf) The percentage of time that the agent has spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-88.html">PAGE 88</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Historical All Fields Available Fields in the Agent Skill Group Historical All Fields Grid View Available fields for this report include the fields that display by default as Current. In addition to the fields that display by default as Current, most Available fields in this report are derived from the Agent_Interval and Agent_Skill_Group_Interval tables as documented in the Database Schema Guide (http://www.cisco.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Real Time Figure 30: Agent Skill Group Historical All Fields Report 2 of 3 Figure 31: Agent Skill Group Historical All Fields Report 3 of 3 Agent Skill Group Real Time This report is a table showing current agent status within the specified skill group(s). Views: This report has a grid view only. Query: This report data is built from a Database Query.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-90.html">PAGE 90</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Real Time • Controller_Time • Media_Routing_Domain • Person • Skill_Group See also: Current Fields in the Agent Skill Group Real Time Grid View (page 80) Available Fields in the Agent Skill Group Real Time Grid View (page 83) Current Fields in the Agent Skill Group Real Time Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-91.html">PAGE 91</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Real Time Column (Field) Description Agent State Derived from: Agent_Real_Time.AgentState The current state of the agent. See Agent States (page 204). LogOn DateTime Derived from: Agent_Real_Time.DateTimeLogin 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.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Real Time Column (Field) Description Whether or not the agent requested supervisor assistance: No|Yes. Destination Derived from: Agent_Real_Time.Destination The type of outbound task on which the agent is currently working. Direction Derived from: Agent_Real_Time.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Skill Group Real Time Column (Field) Description Derived from: Agent_Skill_Group_Real_Time.CallsInProgress Available Fields in the Agent Skill Group Real Time Grid View Available fields for this report include the fields that display by default as Current. Additional Available fields in this report are populated from fields in the Agent_Real_Time table as documented in the Database Schema Guide (http://www.cisco.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-94.html">PAGE 94</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent State Real Time Graph Figure 33: Agent Skill Group Real Time Report 2 of 2 Agent State Real Time Graph This report is a pie chart showing the current total count of agents in different agent states. Views: This report has a pie chart only. Query: This report data is built from an Anonymous Block. Value List: Agent Database Schema Table(s) from which data is retrieved: Agent_Real_Time.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-95.html">PAGE 95</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team Historical All Fields Field Description Busy Other The Agent is Active, Work Ready, Reserved, or on Hold/Paused in another skill group. Reserved The agent has been offered a call or task associated with the skill group. For voice calls, agents are Reserved when their phones are ringing. Unknown The agent state is unknown.</p>
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<h6><a class="text-decoration-none text-link fw-bold" href="/manual/cisco/cisco-unified-intelligence-center-9-0-1/user-guide-english/page-96.html">PAGE 96</a></h6>
<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team Historical All Fields See also: Current Fields in the Agent Team Historical Grid View (page 86) Available Fields in the Agent Team Historical Grid View (page 89) Current Fields in the Agent Team Historical All Fields Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Current Fields and Available Fields (page 201).</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team Historical All Fields Colunn (Field) Description / Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf) Aban Rings Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf 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. RONA Derived from: Agent_Skill_Group_Half_Hour.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team Historical All Fields Colunn (Field) Description The total time in the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. % Active This is a calculated field 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.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team Historical All Fields Colunn (Field) Description 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. %Busy Other This is a calculated field derived from:(Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf / Agent_Skill_Group_Interval.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team Historical All Fields – Avail Time - Derived from: Agent_Interval.AvailTime • Media_Routing_Domain. The Media field is derived from: Media_Routing_Domain.EnterpriseName Sample Agent Team Historical All Fields Report This illustration is a sample of the report generated from the Agent Team Historical All Fields template.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team Real Time Agent Team Real Time This report shows the current status of the selected agent team(s) and the current agent states of each agent within the selected agent team(s). Views: This report has a grid view only. Query: This report data is built from a Database Query. Grouping: This report is grouped and sorted by Agent Team Name and then by Supervisor.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team Real Time Column (Field) Description Supervisor Derived from: Person.LastName ", " Person.FirstName The agent team's primary supervisor. Agent Name Derived from: Person.LastName ", " Person.FirstName The last and first name of the agent. Extension1 Derived from: Agent_Real_Time.Extension The phone extension that the agent has logged into. Login Time2 Derived from: Agent_Real_Time.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team Real Time Column (Field) Description Mobile Agent Phone#5 Derived from: Agent_Real_Time.RemotePhoneNumber For a mobile agent (an agent working remotely), the current phone number. Duration in Current State Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange, getdate()) The length of time since the agent's state last changed, measured in HH:MM:SS (hours, minutes, seconds) format.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team State Counts Real Time Database Schema Guide (http://www.cisco.com/en/US/products/sw/custcosw/ps1844/ prod_technical_reference_list.html). Other tables used are: • Agent_Team – The Agent Team field is derived from: Derived from: Agent_Team.AgentTeamID – The PriSupervisor Skill Target ID field is derived from: Agent_Team.PriSupervisorID Person – FirstName is derived from: Person.FirstName – LastName is derived from: Person.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team State Counts Real Time Provides real-time agent team information on number of agents assigned to a team, number of agents logged on, number of agents in different states, and number of agents available to receive incoming tasks. Views: This report has a grid view only. Query: This report data is built from a Database Query. Grouping: There is no grouping for this report. It is sorted by Agent Team.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team State Counts Real Time Columns (Fields) Description Agent Logged On The number of agents currently logged on. Derived from: count of agents with Agent_Real_Time.AgentState =0. Active In Derived from: count of agents where Agent_Real_Time.AgentState is 11 or 4 and Agent_Real_Time.Direction is 2. The number of agents currently working on incoming tasks. Active Out Derived from: count of agents where Agent_Real_Time.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team State Counts Real Time Columns (Fields) Description Not Ready Derived from: Count of agents where Agent_Real_Time.AgentState is 2. The number of agents in the Not Ready state, a state in which agents are logged in but are neither involved in any task handling activity nor available to handle a task. Reserved Derived from: Count of agents where Agent_Real_Time.AgentState is 8.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team State Counts Real Time These fields are from the Person, Agent_Team, Agent_Team_Member, and Agent_Real_Time tables. Additional Available fields in this report are: • Agent Team ID Derived from: Agent_Team_Real_Time.agentteamid • Media Derived from: Media_Routing_Domain.Enterprise • Eligible for Task Derived from: Count of agents where Agent_Real_Time.AvailableInMRD is 0.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team State Counts Real Time Figure 39: Agent Team State Counts Report 2 of 2 Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports Agent Team State Counts Real Time Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 5 Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports This chapter contains the following topics: • Call Type Abandon/Answer Distribution Historical, page 101 • Call Type Historical All Fields, page 106 • Call Type Real Time, page 113 Call Type Abandon/Answer Distribution Historical For each call type, reports generated from this template show the number of answered and abandoned calls for separate intervals for the report's time period, broken out into interval summaries.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Abandon/Answer Distribution Historical Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View (page 104) Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View Current fields are those fields that appear by default in a report grid view generated from the stock template. You can change them. See Current Fields and Available Fields (page 201).</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Abandon/Answer Distribution Historical Column (Field) Description / Call_Type_Half_Hour.TotalCallsAbandToHalf Int 1 Ans and Aban The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08 Derived from: Call_Type_Half_Hour.AnsInterval(1) and Call_Type_Half_Hour.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Abandon/Answer Distribution Historical Column (Field) Description Derived from: Call_Type_Half_Hour.AnsInterval(6) and Call_Type_Half_Hour.AbandInterval(6) Int 7 Ans and Aban The number of calls answered/abandoned 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.AnsInterval(7) and Call_Type_Half_Hour.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Abandon/Answer Distribution Historical • Ans Wait Time Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf • BucketIntervalID Derived from: Call_Type_Half_Hour.BucketIntervalID • Calls Handled Derived from: Call_Type_Half_Hour.CallsHandledHalf • CallTypeID Derived from: Call_Type_Half_Hour.CallTypeID • DelayQAban Derived from: Call_Type_Half_Hour.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Historical All Fields Call Type Historical All Fields Reports generated from this template show the interval status of call types for the selected time period. Note: For Unified ICM, the presence of certain data depends on the use of Enterprise Queuing and on whether Translation Routing has been implemented. Views: This report has a grid view and a pie chart view.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Historical All Fields Column (Field) Description SL Service Level Type used to calculate Service level for the interval. See Service Levels (page 215). Derived from: Call_Type_Half_Hour.ServiceLevelHalf Aban Within SL The total number of calls of this call type abandoned within the service level threshold during the interval.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Historical All Fields Column (Field) Description AWT Average Wait Time. The average of answer wait time in seconds for all calls that were handled for the call type during the interval. This field is applicable to both Unified ICM and Unified CC Enterprise with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Historical All Fields Column (Field) Description Aban The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This value also includes abandons for calls that are not in the queue; for example, when the caller hangs up while listening to a VRU prompt.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Historical All Fields Column (Field) Description This is a calculated field, derived from: Call_Type_Half_Hour. ErrorCountToHalf + Call_Type_Half_Hour. IncompleteCallsHalf + Call_Type_Half_Hour. AgentErrorCountToHalf Other The number of tasks of the call type that are Short, have been routed to non Agent targets, and/or have been redirected in the interval.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Historical All Fields Column (Field) Description Call_Type_Half_Hour. CallsRoutedNonAgentToHalf + Call_Type_Half_Hour.ShortCallsHalf + Call_Type_Half_Hour. ErrorCountToHalf + Call_Type_Half_Hour. AgentErrorCountToHalf ) Avg Aban Delay The average delay time of all abandoned calls that ended in this call type during the current interval.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Historical All Fields Sample Call Type Historical All Fields Report This illustration is a sample of the report generated from the Call Type Historical All Fields Report template. Figure 42: Call Type Historical All Fields Report 1 of 2 Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Real Time Figure 43: Call Type Historical All Fields Report 2 of 2 Call Type Historical All Fields Calls Answered by Call Types Chart The stock graph for this report is a pie chart that shows Calls Answered by Call Type. To select this view, run the Call Type Historical report. Then select Calls Answered by Call Types from the Report Viewer.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Real Time Current fields are listed here in the order (left to right) in which they appear by default in the stock template. Column (Field) Description Call Type Name The enterprise name for the call type. Derived from Call_Type.EnterpriseName ASA5 Average Speed of Answer during the rolling five minute interval.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Real Time Column (Field) Description Offered5 The total handle time in HH:MM:SS (hours,minutes,seconds) for all tasks of this call typeending in the half hour interval. Derived from: Call_Type_Real_Time.CallsOfferedTo5 Handled5 The number of calls of this call type handled for the call type ending during the rolling five minute interval. Derived from: Call_Type_Real_Time.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Real Time Column (Field) Description Calls Other The number of tasks of this type that ICM software routed to the Return nodes and tasks thatwere Redirected On No Answer and tasks that were routed to non-agent targets such as a labelduring the half-hour interval. This is a calculated field, derived from: (Call_Type_Real_Time.ReturnBusyToHalf +Call_Type_Real_Time.ReturnRingToHalf + Call_Type_Real_Time.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Real Time Call Type Real Time Queue Now Pie Chart The stock graphical view for this report is a gauge that shows The number of tasks currently in the queue. To select this view, run the Call Type Real Time report. Then select Call Type_Queue Now from the Report Viewer. Figure 45: Call Type Real Time Queue Now Pie Chart Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports Call Type Real Time Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 6 Unified CCE Release 8.</p>
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<p>Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports Enterprise Service Historical All Fields Available Fields in the Enterprise Service Historical All Fields Grid View (page 121) Current Fields in the Enterprise Service Historical All Fields Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Current Fields and Available Fields (page 201).</p>
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<p>Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports Enterprise Service Historical All Fields Column (Field) Description Avg Delay Q The average delay in the queue for the tasks associated with the service in the interval. Derived from: Service_Interval.AvgDelayQ SL The number of tasks associated with the service answered within the ICM/IPCC Enterprise service level threshold in the interval. Derived from: Service_Interval.</p>
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<p>Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports Peripheral Service Historical All Fields Sample Enterprise Service Historical All Fields Report This illustration is a sample of the report generated from the Enterprise Service Historical All Fields template.</p>
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<p>Chapter 6: Unified CCE Release 8.</p>
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<p>Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports Peripheral Service Historical All Fields Column (Field) Description AHT The average handle time in HH:MM:SS (hours, minutes, seconds) of tasks associated with the service ending in the interval. Derived from: Service_Interval.AvgHandleTime Aban Q The number of tasks associated with the service that were abandoned in queue in the interval. Derived from: Service_Interval.</p>
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<p>Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports Peripheral Service Historical All Fields Column (Field) Description RONA The count of calls that are redirected with no answer within the skill group service level threshold in the last interval. Derived from: Skill_Group_Interval.ServiceLevelCallsDequeued Report Summary: The report has a summary row for each Service Name and a total summary for all Services. See About Report Summaries (page 200).</p>
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<p>Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports Peripheral Service Real Time All Fields Figure 49: Peripheral Service Historical All Fields Report 2 of 2 Peripheral Service Real Time All Fields This report shows available peripheral-service real-time data. Views: This report has a grid view only.</p>
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<p>Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports Peripheral Service Real Time All Fields Column (Field) Description Service Name The enterprise name of the peripheral service Derived from: Service.EnterpriseName In Progress Number of inbound and outbound calls currently that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the service. Derived from: Service_Real_Time.</p>
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<p>Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports Peripheral Service Real Time All Fields Column (Field) Description AHT5 The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service during the rolling five minute interval. The value is calculated as follows: HandleTimeTo5 / CallsHandledTo5. Derived from: Service_Real_Time.AvgHandleTimeTo5 LAA The time that the longest available agent associated with the service became available.</p>
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<p>Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports Peripheral Service Real Time All Fields Report Summary: The report has total summary row, with the exception of the SL5 column. See About Report Summaries (page 200). Available Fields in the Peripheral Service Real Time All Fields Grid View Available fields for this report grid include the fields that display by default as Current.</p>
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<p>Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports Peripheral Service Real Time All Fields Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 7 Unified CCE Release 7.</p>
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<p>Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports Enterprise Service Historical All Fields Available Fields in the Enterprise Service Historical All Fields Grid View (page 133) Current Fields in the Enterprise Service Historical All Fields Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Current Fields and Available Fields (page 201).</p>
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<p>Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports Enterprise Service Historical All Fields Column (Field) Description Avg Delay Q The average delay in the queue for the tasks associated with the service in the interval. Derived from: Service_Half_Hour.AvgDelayQToHalf SL The number of tasks associated with the service answered within the ICM/IPCC Enterprise service level threshold in the interval. Derived from: Service_Half_Hour.</p>
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<p>Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports Peripheral Service Historical All Fields Sample Enterprise Service Historical All Fields Report This illustration is a sample of the report generated from the Enterprise Service Historical All Fields template.</p>
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<p>Chapter 7: Unified CCE Release 7.</p>
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<p>Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports Peripheral Service Historical All Fields Column (Field) Description AHT The average handle time in HH:MM:SS (hours, minutes, seconds) of tasks associated with the service ending in the interval. Derived from: Service_Half_Hour.AvgHandleTimeToHalf Aban Q The number of tasks associated with the service that were abandoned in queue in the interval. Derived from: Service_Half_Hour.</p>
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<p>Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports Peripheral Service Historical All Fields Column (Field) Description Derived from: Service_Half_Hour.CallsOutToHalf RONA The count of calls that are redirected with no answer within the skill group service level threshold in the last interval. Derived from: Service_Half_Hour.RedirectNoAnsCallsToHalf Report Summary: The report has a summary row for each Service Name and a total summary for all Services.</p>
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<p>Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports Peripheral Service Real Time All Fields Figure 55: Peripheral Service Historical All Fields Report 2 of 2 Peripheral Service Real Time All Fields This report shows available peripheral-service real-time data. Views: This report has a grid view only.</p>
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<p>Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports Peripheral Service Real Time All Fields Column (Field) Description Service Name The enterprise name of the peripheral service Derived from: Service.EnterpriseName In Progress Number of inbound and outbound calls currently that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the service. Derived from: Service_Real_Time.</p>
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<p>Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports Peripheral Service Real Time All Fields Column (Field) Description AHT5 The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service during the rolling five minute interval. The value is calculated as follows: HandleTimeTo5 / CallsHandledTo5. Derived from: Service_Real_Time.AvgHandleTimeTo5 LAA The time that the longest available agent associated with the service became available.</p>
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<p>Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports Peripheral Service Real Time All Fields Report Summary: The report has total summary row, with the exception of the SL5 column. See About Report Summaries (page 200). Available Fields in the Peripheral Service Real Time All Fields Grid View Available fields for this report grid include the fields that display by default as Current.</p>
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<p>Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports Peripheral Service Real Time All Fields Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 8 Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports This chapter contains the following topics: • • • • Enterprise Skill Group Historical All Fields, page 143 Enterprise Skill Group Real Time, page 148 Peripheral Skill Group Historical All Fields, page 153 Peripheral Skill Group Real Time All Fields, page 160 Enterprise Skill Group Historical All Fields Views: This report has a grid view only.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Enterprise Skill Group Historical All Fields Available Fields in the Enterprise Skill Group Historical All Fields Grid View (page 147) Peripheral Skill Group Historical Skill Group Service Level Chart (page 159) Current Fields in the Enterprise Skill Group Historical All Fields Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Enterprise Skill Group Historical All Fields Column (Field Description total number of tasks that were abandoned while being offered to an agent. Derived from: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing ) RONA The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Enterprise Skill Group Historical All Fields Column (Field Description Active Time The total time spent in the Active state within this skill group in the interval, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Skill_Group_Interval.TalkTime Hold Time The total time agents spent in the Hold/Paused state in this skill group in the interval, measured in HH:MM:SS (hours, minutes, seconds) format.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Enterprise Skill Group Historical All Fields Column (Field Description % Wrap Up The percentage of time the interval that agents have spent in Wrap-up state after incoming or outgoing tasks in relation to LoggedOnTime or interval, whichever is less. Derived from: (Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime) / Skill_Group_Interval.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Enterprise Skill Group Real Time Figure 59: Enterprise Historical Skill Group All Fields Report 2 of 3 Figure 60: Enterprise Historical Skill Group All Fields Report 3 of 3 Enterprise Skill Group Real Time This report shows the current status of the selected enterprise skill groups.</p>
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<p>Chapter 8: Unified CCE Release 8.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Enterprise Skill Group Real Time Column (Field) Description ASA 5 The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the skill group during the rolling five minute interval. Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5 Handled The number of tasks that have been handled during the rolling five minute interval.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Enterprise Skill Group Real Time Column (Field) Description 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.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Enterprise Skill Group Real Time Column (Field) Description Reserved Number of agents for the skill group currently in the Reserved state. Derived from: Skill_Group_Real_Time.ReservedAgents Busy Other The number of agents currently in the BusyOther state. Busy Other is a state in which the agent handling calls assigned to other skill groups during the interval).</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Historical All Fields Figure 61: Enterprise Skill Group Real Time Report 1 of 2 Figure 62: Enterprise Skill Group Real Time Report 2 of 2 Peripheral Skill Group Historical All Fields A table of the selected Peripheral Skill Group(s) showing consolidated call and skill group statistics, gathered in interval increments.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Historical All Fields Current Fields in the Peripheral Skill Group Historical Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Current Fields and Available Fields (page 201). Current fields are listed below in the order (left to right) in which they appear by default in the stock template.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Historical All Fields Column (Field) Description SL Aban The count of calls that are abandoned within the skill group service level threshold in the last interval. Derived from: Skill_Group_Real_Time.ServiceLevelCallsAband COMPLETED TASKS Total The total number of tasks completed by this skill group in the interval. Derived from: (Skill_Group_Interval.CallsHandled + Skill_Group_Interval.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Historical All Fields Column (Field) Description Derived from: Skill_Group_Interval.HandledCallsTalkTime / Skill_Group_Interval.CallsHandled Aban Hold The number of tasks offered to the skill group that abandoned while being held or paused by the agent. The value is incremented at the time the call disconnects. Derived from: Skill_Group_Interval.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Historical All Fields Column (Field) Description Derived from: Skill_Group_Interval.HoldTime 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_Interval.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Historical All Fields Column (Field) Description calls in relation to LoggedOnTime or interval, whichever is less. Derived from: ((Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime) / Skill_Group_Interval.LoggedOnTime) % Busy Other The percentage of time that agents spent working on Busy Other time in relation to LoggedOnTime or interval, whichever is less.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Historical All Fields Figure 63: Peripheral Skill Group Historical Report 1 of 3 Figure 64: Peripheral Skill Group Historical Report 2 of 3 Figure 65: Peripheral Skill Group Historical Report 3 of 3 Peripheral Skill Group Historical Skill Group Service Level Chart The stock graph for this report is a stocked bar chart that shows Aban, RONA, Handled, Aban Hold by Skill Group.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Real Time All Fields Figure 66: Peripheral Skill Group Historical Skill Group Service Level Chart Peripheral Skill Group Real Time All Fields Reports generated from this template show the current status of the selected skill groups. Note: If there are primary or secondary skill groups defined for the base skill group, then the base skill group is not shown. Views: This report has a grid view only.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Real Time All Fields Current fields are listed below in the order (left to right) in which they appear by default in the stock template. Column (Field) Description Skill Group Name The enterprise name of the skill group and its skill target ID. Derived from: Skill_Group.EnterpriseName and Skill_Group.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Real Time All Fields Column (Field) Description Aban Within SL The count of calls that are abandoned within the skill group service level threshold during the rolling five minute interval. Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandTo5 Handled The number of tasks that have been handled during the rolling five minute interval. Derived from: Skill_Group_Real_Time.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Real Time All Fields Column (Field) Description Active Other The number of agents in the skill group currently talking on internal (neither inbound nor outbound) calls. Derived from: Skill_Group_Real_Time.TalkingOther Active Auto Out The number of agents in the skill group currently talking on AutoOut (predictive) calls. Derived from: Skill_Group_Real_Time.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Real Time All Fields Column (Field) Description 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. Busy Other is a state in which the agent handling calls assigned to other skill groups during the interval).</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Real Time All Fields Figure 67: Peripheral Skill Group Real Time Report 1 of 2 Figure 68: Peripheral Skill Group Real Time Report 2 of 2 Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports Peripheral Skill Group Real Time All Fields Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 9 Unified CCE Release 7.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Enterprise Skill Group Historical All Fields Note: This template differs from the corresponding WebView template in that it does not organize data by "superheaders." This template uses a grouped grid that does not support superheaders. For more information and an illustration, see Superheaders in Report Templates. See also Grouped Grids.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Enterprise Skill Group Historical All Fields Column (Field Description callers when placed in queue and ringing at the agent's desktop before the task is answered divided by the number of tasks answered. Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf / Skill_Group_Half_Hour.CallsAnsweredToHalf COMPLETED TASKS Total The total number of tasks completed by this skill group in the interval. Derived from: (Skill_Group_Half_Hour.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Enterprise Skill Group Historical All Fields Column (Field Description Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf End of Completed Tasks Grouping Trans In The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the skill group in the interval. Derived from: Skill_Group_Half_Hour.TransferInCallsTimeToHalf Trans Out The number of tasks transferred out of the service in the interval.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Enterprise Skill Group Historical All Fields Column (Field Description Derived from: (Skill_Group_Half_Hour.NotReadyTimeToHalf / Skill_Group_Half_Hour.LoggedOnTimeToHalf) % Active The percentage of time the interval that the agent of this skill group has spent in Active state in this Skill Group in relation to LoggedOnTime. Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / Skill_Group_Half_Hour.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Enterprise Skill Group Real Time One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName. Most fields but one take their value directly from the database. Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Half_Hour.TalkTimeToHalf / 1800) or from (Skill_Group_Half_Hour.</p>
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<p>Chapter 9: Unified CCE Release 7.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Enterprise Skill Group Real Time Column (Field) Description Derived from: Skill_Group_Real_Time.RouterLongestCallInQ ASA 5 The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the skill group during the rolling five minute interval. Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Enterprise Skill Group Real Time Column (Field) Description 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.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Enterprise Skill Group Real Time Column (Field) Description example, a consultative call). The agent must have all active calls on hold. Derived from: Skill_Group_Real_Time.Hold Reserved Number of agents for the skill group currently in the Reserved state. Derived from: Skill_Group_Real_Time.ReservedAgents Busy Other The number of agents currently in the BusyOther state.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Historical All Fields Sample Enterprise Skill Group Real Time Report This illustration is a sample of the report generated from the Enterprise Skill Group Real Time All Fields template.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Historical All Fields Available Fields in the Peripheral Skill Group Historical Grid View (page 182) Current Fields in the Peripheral Skill Group Historical Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Current Fields and Available Fields (page 201).</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Historical All Fields Column (Field) Description Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedToHalf SL Aban The count of calls that are abandoned within the skill group service level threshold in the last interval. Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandToHalf COMPLETED TASKS Total The total number of tasks completed by this skill group in the interval. Derived from: (Skill_Group_Half_Hour.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Historical All Fields Column (Field) Description Derived from:Skill_Group_Half_Hour.HandledCallsTimeToHalf / Skill_Group_Half_Hour.CallsHandledToHalf AAT The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group. Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf / Skill_Group_Half_Hour.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Historical All Fields Column (Field) Description Derived from: Skill_Group_Half_Hour.TalkTimeToHalf 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. Includes Incoming Direct and Outgoing Internal, although call counts are not shown in this report. Derived from: Skill_Group_Half_Hour.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Historical All Fields Column (Field) Description % Reserved The percentage of time that agents spent working on Reserved time in relation to LoggedOnTime or interval, whichever is less. Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf / Skill_Group_Half_Hour.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Historical All Fields Sample Peripheral Skill Group Historical Report This illustration is a sample of the report generated from the Peripheral Skill Group Historical All Fields template.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Real Time All Fields To see this chart, run the Peripheral Skill Group Historical All Fields report and then select Skill Group Service Level from the Report Viewer. Figure 77: Peripheral Skill Group Historical Skill Group Service Level Chart Peripheral Skill Group Real Time All Fields Reports generated from this template show the current status of the selected skill groups.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Real Time All Fields Current Fields in the Peripheral Skill Group Real Time All Fields Grid View Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Current Fields and Available Fields (page 201). Current fields are listed below in the order (left to right) in which they appear by default in the stock template.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Real Time All Fields Column (Field) Description Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5 Aban Within SL The count of calls that are abandoned within the skill group service level threshold during the rolling five minute interval. Derived from: Skill_Group_Real_Time.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Real Time All Fields Column (Field) Description 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. Derived from: Skill_Group_Real_Time.TalkingOther Active Auto Out The number of agents in the skill group currently talking on AutoOut (predictive) calls. Derived from: Skill_Group_Real_Time.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Real Time All Fields Column (Field) Description Reserved The number of agents for the skill group currently in the Reserved state. Reserved is a state in which an agent is awaiting a 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.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Real Time All Fields Sample Peripheral Skill Group Real Time All Fields Report This illustration is a sample of the report generated from the Peripheral Skill Group Real Time All Fields template. Figure 78: Peripheral Skill Group Real Time Report 1 of 2 Figure 79: Peripheral Skill Group Real Time Report 2 of 2 Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 9: Unified CCE Release 7.5 Skill Group Reports Peripheral Skill Group Real Time All Fields Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 10 IVR Reports IVR Ports Performance Historical This template shows the performance of IVR ports for the selected time period. It presents a table of half-hour counts of IVR ports in-service, ports idle, and the time HH:MM:SS (hours, minutes, seconds) that all ports were busy. Default Sort Order: By IVR port trunk group and then by date and time. Views: This report has a grid view only.</p>
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<p>Chapter 10: IVR Reports IVR Ports Performance Historical Column (Field) Description Derived from: Trunk_Group.EnterpriseName 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 interval. Derived from: Trunk_Group_Half_Hour.</p>
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<p>Chapter 10: IVR Reports IVR Ports Performance Historical Figure 80: IVR Ports Performance Report Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 10: IVR Reports IVR Ports Performance Historical Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 11 Working with the Reporting Templates This chapter contains the following topics: • • • • • • • Stock Report Templates, page 195 Custom Templates, page 197 Importing Reports, page 197 Data Sources, page 199 Report Fields, page 200 Report Summaries, page 200 Reviewing the Available and Current Report Fields , page 201 Stock Report Templates Unified IC is installed with stock report templates that display data that has been saved in the Unified ICM/CC database.</p>
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<p>Chapter 11: Working with the Reporting Templates Stock Report Templates It is possible to import other report templates that are populated by other databases and to set a data source for those templates, but the stock templates are designed to present Unified ICM/CC data. As a best practice, make Save As copies of the installed stock templates and work with your Save As copies. This is what you cannot do with the installed stock templates: • Delete. • Export. • Re-import. • Change the data source.</p>
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<p>Chapter 11: Working with the Reporting Templates Custom Templates An historical report template: • Receives data from the UCCE Historical data source. • Is populated with interval data. The interval at which the database tables are refreshed can be a 15-minute or a 30-minute interval. This interval is set in the Unified ICM Configuration Manager. • Has a default refresh rate of 15 minutes. Refresh Rate is configurable in the Report Definition Properties page in a Save As version of the report.</p>
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<p>Chapter 11: Working with the Reporting Templates Importing Reports Report Designers can use this function to import report files that are saved locally and to import the Cisco report templates that were installed with Unified IC. Figure 82: Importing Reports To import a report: 1. To import a report from your computer (an xml or zip file that is saved locally), click Browse and navigate to the template xml file. 2. Select the Data Source from the dropdown.</p>
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<p>Chapter 11: Working with the Reporting Templates Data Sources • Its Thresholds • Its Drilldowns • Its Permissions What is not imported: • Report Filters • Collections Note: • During the import, the software checks to see if any prerequisite objects needed by the report (such as Value Lists) already exist. If they do not, the import will create them. If they already exist, the import process leaves them in place and does not overwrite them.</p>
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<p>Chapter 11: Working with the Reporting Templates Report Fields Report Fields Fields in report templates have the following characteristics: REPORT FIELD DESCRIPTION Database field Report values for some fields are derived from the database directly. This is indicated by a field description similar to that for the Queue Now field in the Call Type Real Time All Fields Report: Derived from: Call_Type_Real_Time.RouterCallsQNow.</p>
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<p>Chapter 11: Working with the Reporting Templates Reviewing the Available and Current Report Fields This is the case, for example, when a summary metric is not applicable or it is illogical to summarize the value when the data is null, and for intervals in certain call type reports, which are configured values.</p>
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<p>Chapter 11: Working with the Reporting Templates Reviewing the Available and Current Report Fields • Right-click the field and select Properties to rename it. • Right-click the field and select Thresholds to set a threshold for it. • Click Header to create "superheaders" that group related column headings. Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Chapter 12 Unified ICM/CCE Reporting Concepts This chapter contains the following topics: • • • • • • • • • • • • • • • • • • • • • • • • Abandoned Calls, page 203 Agent States, page 204 Average Speed of Answer (ASA), page 205 Bucket Intervals, page 205 Call Detail Data, page 206 Call Types, page 207 Call Type Intervals, page 207 Error Count, page 208 FTE, page 208 Handle Time, page 209 Handled, page 209 Historical and Interval Data, page 209 Grouped Grids, page 211 Media Routing Domain, page 211 Overflow</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Agent States A high number of abandoned calls might be an indication that callers are waiting in the queue for too long. Abandoned calls are reported against the following: • Service: Service reports provide cumulative statistics for all abandoned calls.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Average Speed of Answer (ASA) • Not Active = 14 Average Speed of Answer (ASA) Average Speed of Answer (ASA), also called Average Answer Wait Time, is the sum of the time that all incoming tasks to the service waited before being answered. This includes delay time, queue time, and ring time. Answer Wait time starts when the call enters the queue and is set at these levels: Agent, Skill Group, Call Type, and Service.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Call Detail Data Service Level tells you what percentage of calls are being answered within a certain time, but does not tell you how closely to the Service Level calls are being answered or abandoned. Call type intervals provide additional insight into how long callers are waiting before their calls are answered or before they abandon.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Call Types For example, typical Termination_Call_Detail data might show that the call was an Inbound ACD Call, that it was handled by a particular Skill Group; and that a particular agent handled the call. The Termination_Call_Detail record also describes the call's final disposition (that is, how the call terminated; abandoned in network, disconnect/drop, abandoned delay, and so forth).</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Error Count For example, if your service level threshold is 15 seconds and you want to see when callers are abandoning within that service level, you can set intervals of 5 seconds, 10 seconds, and 15 seconds. If you do not configure intervals at the call type level, the system level intervals are used. To configure call type intervals: 1. First use the Configuration Manager Bucket Interval configuration tool. 2.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Handle Time Handle Time HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any HoldTime, TalkTime, and WorkTime associated with the call (from the Termination_Call_Detail table). The HandleTime value is counted when the after-call work time associated with the call (if any) is completed.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Historical and Interval Data Historical Data Description In all, therefore, there are eight Interval tables that support fifteen-minute reporting if the system is configured for it. The equivalent Interval tables are populated by either half-hour or fifteen-minute data, based on configuration. Note: By default, data is captured in 30-minute intervals. Fields in the Interval tables are no longer appended by ToHalf.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Grouped Grids Grouped Grids By default, all reports from stock templates display in grid views (tables). Click the Grouping button on the Views > Edit page to see or change report groupings. Unified IC supports four groupings (none, one, two, or three) and allows to vertically-align the grouping value at the top, middle, or bottom of the report. Reports with Grouped Grids Support dynamic sorting. Do not support drilldowns from the grouped columns.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Percent Utilization • The call is sent to a label using a label node. • The call is redirected. When a call is redirected, the PIM no longer can receive events for the call and has no way of referencing or tracking the call. For example, the call might have been redirected to a non-Unified ICM monitored device and then returned to the switch with a different call ID.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Redirection on No Answer (RONA) Time Increment Description Half "Half" values contain a value for the current half-hour. The current half-hour is defined as the time period falling between xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59. For example, if it is currently xx:18:33, the CallsOfferedHalf real-time element contains a value that reflects the first 18 minutes and 33 seconds of the specific half-hour.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Report Fields agents have a high number of reroute on RONA, it might indicate that the Ring No Answer time is too low. For Call Type reporting, the Calls RONA database field is updated for the call type when a call redirects on no answer. In Call Type reports, these calls are grouped into the "Other" category.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Service Levels Whether a report has a summary and how a report is grouped are determined in the Grouping dialog box in the Grid Editor. The Grid Editor is not accessible for stock reports. Values appear in the summary for a field only if that field has a default footer value.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Service Levels Using 30 seconds as an example threshold, if you had 50 calls that were answered in under 30 seconds and 80 calls that took longer than 30 seconds to answer, then Unified ICM software, when ignoring abandoned calls, would calculate the service level as follows: 50/(50+80) x 100 = Service Level % In this example, the service level would be 38 percent.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Service Levels The number of calls answered within the service-level threshold divided by the number of calls that had a service-level event. This treats abandoned calls as though they had exceeded the service-level threshold. • Abandoned calls positively impact service level.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Service Levels from: (Call_Type_Interval.ServiceLevelCalls / (Call_Type_Interval.ServiceLevelCallsOffered -Call_Type_Interval.ServiceLevelAband)) • SL Aban Positive The Unified ICM/CCE Enterprise service level where abandoned tasks positively impact the service level. This calculation treats abandoned tasks as though they were connected within the service-level threshold for interval. Derived from: ((Call_Type_Interval.ServiceLevelCalls + Call_Type_Interval.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Services Services For Unified ICM deployments, a service refers to a particular type of processing required by the caller. Services are configured to map to an application on the peripheral that provides the service. For example, a Service on Unified ICM might map to an Application on Aspect or to a VDN on Avaya. Every call routed to a peripheral must have an associated peripheral Service.</p>
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<p>Chapter 12: Unified ICM/CCE Reporting Concepts Skill Groups Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.</p>
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<p>Index grids....211 Index grouping and grids....211 15-minute data....209 handled calls....209 abandoned calls....203 importing Agent Historical All Fields Template....7, 61 multiple reports....199 Agent Not Ready Detail Template....12, 66 reports....197 Agent Real Time All Fields Template....15, 28, 69, 84 interval data....209 agent reporting intervals agent RONA statistics....213 database tables....209 Agent Skill Group Historical All Fields Template....</p>
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<p>Index report summaries....200, 214 stock templates....209 report templates termination call detail data (TCD)....206 Agent Historical All Fields....7, 61 Agent Not Ready Detail....12, 66 Agent Real Time All Fields....15, 28, 69, 84 Agent Skill Group Historical All Fields....18, 24, 73, 79 Agent Team Historical All Fields....29, 85 Agent Team Real Time All Fields....35, 91 Agent Team State Counts Real Time....37, 94 Call Type Abandon/Answer Distribution Historical Template....</p>
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<script src="/assets/js/bootstrap.bundle.min.js"></script>
<script src="/assets/js/jquery.autocomplete.min.js"></script>
<!-- Support code -->
<script type="text/javascript">
$.extend({
redirectPost: function(location, args) {
var form = '';
$.each(args, function(key, value) {
form += '<input type="hidden" name="' + key + '" value="' + value + '">';
});
form = '<form id="s1" action="' + location + '" method="POST">' + form + '</form>';
$(document.body).append(form);
$("#s1").submit();
}
});
$(document).ready(function(){
$("#query").autocomplete({
minChars: 3,
groupBy: 'type',
paramName: 'q',
dataType: 'json',
serviceUrl: '/autocomplete',
noCache: true,
showNoSuggestionNotice: true,
noSuggestionNotice: 'Zarro results found',
onSelect: function (suggestion) {
$.redirectPost(suggestion.data.url, {highlight: encodeURIComponent(JSON.stringify(suggestion.data.hls))});
}
});
var toc = $('.toc-selector');
if (toc.length) {
var slideParams = { duration: 800, easing: 'linear' };
toc.click(function() {
$(this).toggleClass('open');
var section = $('.toc-content');
var isCollapsed = section.attr('data-collapsed') === 'true';
if (isCollapsed) {
section.slideDown(slideParams)
section.attr('data-collapsed', 'false')
} else {
section.slideUp(slideParams);
section.attr('data-collapsed', 'true')
}
});
}
});
var lastSmall = $(window).width() < 576;
$(window).resize(function() {
var newSmall = $(window).width() < 576;
if (lastSmall != newSmall) {
lastSmall = newSmall;
window.location.href = window.location.href;
}
});
</script>
</body>
</html>
