User Guide

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.
Report Fields
Fields in report templates have the following characteristics:
DESCRIPTIONREPORT FIELD
Report values for some fields are derived from the
database directly.
Database field
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.
Report values for some fields are derived from a
calculation using one or more fields in one or more
tables.
Calculated field
This is indicated by a field description similar to that
for the ASA5 fields in the Call Type Real Time All
Fields Report: Derived from:
(Call_Type_Real_Time.AnswerWaitTimeTo5 /
Call_Type_Real_Time.CallsAnsweredTo5) .
Report fields are characterized in the grid editor as Available or as Current Field Order in
Grid.
For each report, the Views > Edit in the Report Viewer displays panels of all available fields
and those fields that currently display in the grid view of a generated report and has an interface
that allows you to move fields from one panel to the other. See Current Fields and Available
Fields (page 201).
The online help topic for each report lists the fields that are Current by default for that report
as well as the Available fields.
Some Available fields are necessary for calculations, filtering, or drilldowns but might not be
useful as visible columns in the generated report. An example are the fields for DOW, DOY,
Week, Month, and Year.
Report Summaries
Many reports have one or several Summary rows.
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Chapter 12: Unified ICM/CCE Reporting Concepts
Report Fields