WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted Cisco Unified CC Enterprise & Hosted, Release 7.5(1) September 2009 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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CONTENTS About this Guide CHAPTER 1 xvii About Contact Center Reports 1-1 Seven Categories of Report Templates 1-1 The WebView Template Selection Window Custom (InfoMaker Generated) Reports Multimedia Task Details CHAPTER 2 CallType Reports 1-2 1-2 1-2 2-1 Summary List of Call Type Reports 2-1 IPCC Call Type Real-Time Reports 2-4 caltyp04: Call Type Service Levels Real Time Report 2-4 caltyp20: Call Type Real Time Report 2-5 caltyp24: Call Type Real Time All Fields Report 2-8 caltyp25: Call
Contents CHAPTER 3 Agent Report Templates 3-1 Agent By Agent Reports 3-2 Summary List of Agent by Agent Reports 3-2 Agent real-time reports 3-4 agent20: Agent Real Time Report 3-4 agent28: Agent Real Time All Fields Report 3-7 Agent Historical Reports 3-12 agent03: Agent Media Logout Status Report 3-12 agent04: Agent Task Detail Activity Report 3-15 agent05: Agent Task Detail Performance Report 3-18 agent06: Agent State Trace Detail By Events Report 3-21 agent21: Agent Task Summary Half Hour Report 3-2
Contents agtskg06: Outbound Option (Blended Agent) Status Report 3-120 agtskg28: Agent Skill Group Real Time All Fields Report 3-121 agtskg30: IPCC Agent Skill Group Real Time Report 3-126 Agent by Skill Group Historical Reports 3-129 agtskg03: Agent Skill Group Logout Status Report 3-130 agtskg04: Agent Task Detail Activity Report 3-131 agtskg05: Agent Task Detail Performance Report 3-134 agtskg07: Agent Skill Group Task Analysis Report 3-137 agtskg10: Outbound Option (Blended Option) Predictive and Progr
Contents agteam33: Agent Team Incoming/Outgoing Task Durations With Agent Detail Half Hour 3-240 agteam34: Agent Team Incoming/Outgoing Task Durations With Agent Detail Daily 3-243 agteam35: Agent Team Incoming/Outgoing Task Durations Half Hour 3-247 agteam36: Agent Team Incoming/Outgoing Task Durations Daily 3-251 CHAPTER 4 Peripheral and Peripheral Service Report Templates 4-1 About Peripheral Reports 4-1 periph01: Peripheral Real Time Report 4-1 periph06: VRU Peripheral Capacity Report 4-4 About Per
Contents entskg09: Enterprise Skill Group Normalized Agent State Report 5-40 entskg27: Enterprise Skill Group Historical All Fields Report 5-42 entskg31: IPCC Enterprise Skill Group Task Summary Half Hour Report 5-57 entskg32: IPCC Enterprise Skill Group Task Summary Daily Report 5-61 entskg33: IPCC Enterprise Skill Group Performance Summary Half Hour Report 5-65 entskg34: IPCC Enterprise Skill Group Performance Summary Daily Report 5-69 entskg35: IPCC Enterprise Skill Group Consolidated Half Hour Report 5
Contents trkgrp22: IVR Ports Status Real Time Report 6-8 trkgrp23: IVR Ports Performance Half Hour Report CHAPTER 7 Outbound Option (Blended Agent) Reports 6-9 7-1 Outbound Option Real-Time Reports 7-4 camqry01: Call Counts of Query Rule within Campaign Real Time Report 7-5 camqry02: Summary of Call Counts Per Campaign Real Time Report 7-8 camqry03: Valid Campaign Dialing Times Real Time Report 7-10 camqry04: Query Rule Dialing Times Real Time Report 7-12 camqry05: Call Summary Count Of Query Rule Wit
Contents CHAPTER 9 Translation Route Report Templates 9-1 About Translation Route Reports 9-1 trroute11/trroute12: Translation Route Counts Half Hour Report/Translation Route Counts Daily Report 9-2 CHAPTER 10 Sample Reports 10-1 Agent Reports 10-2 Agent by Agent Reports 10-2 Agent03 10-2 Agent 04 10-3 Agent 05 10-3 Agent20 10-4 Agent21 10-4 Agent 23 10-5 Agent 24 10-6 Agent25 10-7 Agent26 10-8 Agent30 10-8 Agent31 10-9 Agent by Peripheral Reports 10-10 Agtper22 10-10 Agtper25 10-11 Agent by Skill
Contents Agteam35 10-23 Application Gateway Reports Apgate11 10-24 10-24 10-24 Call Type Reports Caltyp04 Caltyp05 Caltyp20 Caltyp21 Caltyp22 Caltyp25 Caltyp26 Caltyp27 Caltyp28 Caltyp31 Caltyp33 Caltyp35 Caltyp37 10-25 10-25 10-26 10-26 10-27 10-28 10-28 10-29 10-29 10-30 10-30 10-31 10-32 10-32 Outbound Option Reports camqry01 10-33 camqry02 10-33 camqry05 10-33 camqry06 10-34 camqry10 10-34 10-33 10-34 camqry11 10-35 camqry12 10-36 camqry13 10-37 camqry14 10-38 camqry15 10-39 camqry16 10-40 ca
Contents dialer10 10-48 dialer11 10-49 dialer12 10-50 Imprul10 10-51 Peripheral Reports 10-52 Periph06 10-52 Peripheral Service Reports Persvc24 10-53 Persvc25 10-53 10-53 Skill Group Reports 10-54 Peripheral Skill Group Reports Perskg01 10-54 Perskg03 10-55 Perskg05 10-55 Perskg08 10-55 Perskg14 10-56 Perskg29 10-57 Perskg30 10-57 Perskg31 10-58 Perskg35 10-59 Enterprise Skill Group Reports Entskg06 10-60 Entskg08 10-61 Entskg09 10-62 Entskg14 10-62 Entskg30 10-63 Entskg31 10-63 Entskg35 10-64 10-54 1
Contents Scenario 2: Task in MRD X assigned to Agent A, Skill Group S, Service SV and Call Type CT by IPCC/ICM (Max Task Limit = 1). Customer abandons before Agent starts task. 10-76 Call flow before the task is Assigned to Agent A 10-76 Call flow after the task is assigned to Agent A 10-77 Reporting metrics update: 10-77 INDEX WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
LIST OF FIGURES Figure 9-1: agent03: Agent Media Logout Status ..............................................................................................................9-2 Figure 9-2: agent04: Agent Task Detail Activity.................................................................................................................9-3 Figure 9-3: agent05: Agent Task Detail Performance.........................................................................................................
Contents Figure 9-32: caltyp04: Call Type Service Level Real Time ............................................................................................... 9-26 Figure 9-33: caltyp05: Analysis of Tasks Half Hour ......................................................................................................... 9-27 Figure 9-34: caltyp20: Call Type Real Time......................................................................................................................
Contents Figure 9-67: entskg01: Enterprise Skill Group Status Real Time......................................................................................9-46 Figure 9-68: entskg06: Enterprise Skill Group Performance Half Hour ............................................................................9-47 Figure 9-69: entskg08: FTE for Enterprise Skill Groups Half Hour....................................................................................
Contents WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
About this Guide Objective This manual describes the WebView report templates for Cisco Unified Contact Center. See the WebView online help and the manuals listed in Related Documentation, page -xviii for further information. A Note about Product Naming Cisco IPCC Enterprise Edition is renamed Cisco Unified Contact Center Enterprise (abbreviated as Unified CCE). Cisco IPCC Hosted Edition is renamed Cisco Unified Contact Center Hosted (abbreviated as Unified CCH).
Contents Chapter Description Chapter 8, “Application Gateway, Path, Script Queue, and Routing Client Reports” Describes the Application Gateway, Application Path, and Script Queue report templates Chapter 7, “Outbound Option (Blended Agent) Reports” Describes the Outbound Option report templates. Chapter 9, “Translation Route Report Templates” Describes the Translation Route Templates. Chapter 10, “Sample Reports” Contains illustrations of many reports.
Contents Reporting Guide for Cisco IPCC Enterprise & Hosted Editions Provides information to help you understand how reporting data is generated and how to interpret reporting data in an IPCC Enterprise Environment. This guide also explains the implications of configuration and scripting on reporting data, enabling you to plan and deploy your IPCC Enterprise system to meet your reporting needs. This guide does not contain information on reporting in a traditional ACD contact center environment.
Contents A current list of security advisories, security notices, and security responses for Cisco products is available at this URL: http://www.cisco.com/go/psirt To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL: http://www.cisco.
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Contents WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
C H A P T E R 1 About Contact Center Reports Seven Categories of Report Templates There are seven categories of reports that can be used in a Unified Contact Center (IPCC) environment.
Chapter 1 About Contact Center Reports The WebView Template Selection Window The WebView Template Selection Window In the WebView template selection window, you can select to have only the IPCC templates displayed, only the ICM templates displayed, or both. Custom (InfoMaker Generated) Reports The template selection boxes can also be used for Custom (InfoMaker generated) reports. If an InfoMaker generated report name is prefixed with: • “ipcc_", then that report will be listed with the IPCC templates.
Chapter 1 About Contact Center Reports Multimedia Task Details Task Status Delay time Queue time Network time Offer time Answer wait time Forced close Description The time (in seconds) during the interval when the IPCC/ICM Router receives a NewTask message for the task, and sends a queued message to the MR PG for the task. The time (in seconds) during the interval when the IPCC/ICM Router executes a Queue node for the task request, and sends a DoThisWithTask message for the task.
Chapter 1 About Contact Center Reports Multimedia Task Details Task Status Abandoned before offered Abandoned while offered Note Description The TaskStartTimeout period for the task's pre-call message expires before the Agent PG receives a Start or OfferTask message for the task. The Agent PG receives an OfferTask message for the task and receives an EndTask message for the task without receiving a StartTask message.
C H A P T E R 2 CallType Reports A call type is a category of incoming routable tasks. Each call type has a schedule that determines which routing script or scripts are active for that call type at any time. In an IPCC environment, this category provides the most complete view of the customer's experience. There are two classes of call types: voice (phone calls) and non voice (for example, e-mail and text chat).
Chapter 2 CallType Reports Summary List of Call Type Reports caltyp20: Call Type Real Time Report, page 2-5 IPCC and/or ICM real-time table Current status of call types. caltyp21: Call Type Half Hour Report, page 2-30 IPCC and/or ICM historical table Call type status, gathered in half-hour increments. caltyp22: Call Type Daily Report, page 2-35 IPCC and/or ICM historical table Call type status, gathered in daily increments.
Chapter 2 CallType Reports Summary List of Call Type Reports caltyp32: Call Type Abandon/Answer Distribution Report, page 2-56 IPCC only historical table The number of answered and abandoned calls across daily intervals for each call type. The intervals are measured in minutes and seconds. This report shows the numbers for each interval separately.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports IPCC Call Type Real-Time Reports • caltyp04: Call Type Service Levels Real Time Report, page 2-4 • caltyp20: Call Type Real Time Report, page 2-5 • caltyp24: Call Type Real Time All Fields Report, page 2-8 • caltyp25: Call Type Queue Status Real Time Report (IPCC and Network Queue), page 2-23 • caltyp26: Call Type Tasks Offered Over Half Hour, page 2-24 • caltyp27: Call Type Queue Delay Status Real Time, page 2-25 • caltyp28: Call T
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Last 5 mins The service level for tasks handled during the rolling five-minute interval. The service level calculation is based on the service level type configuration. Derived from: Call_Type_Real_Time.ServiceLevelTo5 Current 30 mins The service level for tasks handled for the current half-hour. The service level calculation is based on the service level type configuration. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Tasks Now VRU (not Q) The number of tasks in Run VRUScript or Wait state. This represents the number of tasks at VRU prompting or self service. Derived from: Call_Type_Real_Time.CallsAtVRUNow Call_Type_Real_Time.RouterCallsQNow Tasks Now Queue The number of tasks currently in the queue. Derived from: Call_Type_Real_Time.RouterCallsQNow Tasks Now IPCC Agent The number of tasks that have been routed to IPCC agents but are not yet ended.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Default Label The number of tasks of this type that ICM software used default routing for during the half-hour interval. Derived from: Call_Type_Real_Time.ICRDefaultRoutedtoHalf Network Routed The number of tasks of this type for which the IXC used default routing during the current half-hour interval. For pre-routed tasks, the carrier decides where to route the task. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports caltyp24: Call Type Real Time All Fields Report Overview: Subject A table of all the selected call types listing all the available call type real-time report data. Purpose To show all the available call-type real-time data in the Call_Type_Real_Time database table so that you can select which data you want for a customized call-type real-time report. Note: This report is designed to be saved and exported or copied to another format.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Avg Router Delay Q Now The average number of seconds spent in the CallRouter queue for tasks of this type that are currently in queue. Derived from: Call_Type_Real_Time.AvgRouterDelayQNow Avg Router Delay Q 5 The average number of seconds spent in the CallRouter queue for tasks of this type that were removed from the queue during the five-minute interval. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports ICR Default Routed Today The number of tasks of this type for which the ICM software used default routing since midnight. Derived from: Call_Type_Real_Time.ICRDefaultRoutedToday ICR Default Routed 30 The number of tasks of this type for which the ICM used default routing during the current half-hour interval. Derived from: Call_Type_Real_Time.ICRDefaultRoutedToHalf Master Script ID The master script currently scheduled for the call type.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Router Tasks Aban Total 30 The total number of queued tasks, non-queued tasks (tasks that are at a VRU prompt), and tasks that abandoned at the agent desktop in the current half-hour interval. Derived from: Call_Type_Real_Time.TotalCallsAbandHalf Note Applies to IPCC only, with one exception: this field is also valid for both IPCC and ICM targets that use translation routes.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Router Tasks Aban Ring Today The total number of tasks that abandoned at the agent desktop while ringing since midnight. Derived from: Call_Type_Real_Time.RouterCallsAbandToAgentToday Note Applies to IPCC only, with one exception: this field is also valid for both IPCC and ICM targets that use translation routes. Router Tasks Aban Q 30 The number of tasks that abandoned in queue during the current half-hour interval.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Router Tasks Q Now The number of tasks of this type currently in the CallRouter queue. Derived from: Call_Type_Real_Time.RouterCallsQNow Router Tasks Q Now Time The time in HH:MM:SS (hours, minutes, seconds) spent in queue for all tasks of this type currently in the CallRouter queue. Derived from: Call_Type_Real_Time.RouterCallsQNowTime Longest Task Q The time that the longest currently queued task for this call type entered the CallRouter queue.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Router Queue Tasks 30 The number of tasks of this type removed from the CallRouter queue to be routed during the current half-hour interval. Derived from: Call_Type_Real_Time.RouterQueueCallsHalf Router Queue Tasks 5 The number of tasks of this type removed from the CallRouter queue to be routed during the rolling five-minute interval. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Answer Wait Time 5 The sum of answer wait time in HH:MM:SS (hours,minutes,seconds) format for all tasks answered for this call type during the rolling five-minute interval. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports CT Delay Total Aban Time Today The total time spent by all abandoned tasks that ended in this call type since midnight. A task can span multiple call types; this includes only the time spent in this call type and not all call types. Derived from: Call_Type_Real_Time.CTDelayAbandTimeToday Delay Total Aban Time 5 The total time spent by all abandoned tasks that ended in this call type during the rolling five-minute interval.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Delay Q Aban Time 30 The total time spent by all tasks that abandoned in queue for this call type during the current half hour interval in HH:MM:SS (hours,minutes,seconds) format. Derived from: Call_Type_Real_Time.DelayQAbandTimeToHalf Delay Q Aban Time Today The total time spent by all tasks that abandoned in queue for this call type since midnight in HH:MM:SS (hours,minutes,seconds) format. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Service Level 5 The ICM/IPCC Enterprise service level during the rolling five-minute interval. This is derived from ServiceLevelCallsTo5, ServiceLevelAbandTo5 and ServiceLevelCallsOfferedTo5 according to the configured Service Level Type. Derived from: Call_Type_Real_Time.ServiceLevelTo5 Talk Time5 The total talk time in HH:MM:SS (hours,minutes,seconds) format for tasks of this call type ending during the rolling five-minute interval.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Handle Time Today The total handle time in HH:MM:SS (hours,minutes,seconds) format for all tasks of this call type ending since midnight. Derived from: Call_Type_Real_Time.HandleTimeToday Service Level Aban Today The number of tasks of this call type abandoned within the service level since midnight. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Ans Wait Time 30 The sum of answer wait time in HH:MM:SS (hours,minutes,seconds) format for all tasks of this call type that were answered during the half-hour interval. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Service Level Offered30 The number of tasks of the call type answered or abandoned or lasting longer than the SL threshold during the current half-hour interval. Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedHalf Service Level RONA30 The total number of tasks of the call type that redirected on no answer within the service level during the current half-hour interval. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Flow Out 5 The number of tasks of this call type flowed to another call type during the current five-minute interval. This field increments when a requalify or call type node is executed in the script. Derived from: Call_Type_Real_Time.OverflowOutTo5 Flow Out Today The number of tasks of this call type flowed to another call type since midnight. This field increments when a requalify or call type node is executed in the script.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Tasks No Ans 30 The number of tasks which were redirected because the agent did not answer the call in the current half-hour interval. Derived from: Call_Type_Real_Time.CallsRONAHalf Tasks No Ans Today The number of tasks which were redirected because the agent did not answer the call since midnight. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Data: CallType Name The enterprise name for the call type Derived from: Call_Type.EnterpriseName In Queue Outside Service Level The number of tasks of this call type that are currently in queue and have exceeded the service level threshold. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Data: CallType Name The enterprise name for the call type. Derived from: Call_Type.EnterpriseName Tasks Offered Number of tasks offered to this call type in the current half hour interval. Derived from: Call_Type_Real_Time.CallsOfferedHalf caltyp27: Call Type Queue Delay Status Real Time See Caltyp27, page 10-29 for an illustration of this report.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports Longest Task In Queue The time spent in queue by the longest currently queued task. Derived from: (DATEDIFF(ss, Call_Type_Real_Time.RouterLongestCallQ, getdate()) The time is calculated by subtracting the Call_Type_Real_Time.RouterLongestCallQ time from the current time. Note ASA5 The Average Speed of Answer for all tasks of the call type during the rolling five minute interval.
Chapter 2 CallType Reports IPCC Call Type Real-Time Reports caltyp28: Call Type Task Status Now Real Time Report (IPCC and Network VRU) See Caltyp28, page 10-30 for an illustration of this report. Overview: Subject Bar graph of number of tasks in queue, tasks at VRU (not in queue), and tasks with IPCC agents. Purpose Allows monitoring of number of tasks at VRU (Prompt or Self-Service), number of tasks in Queue, and number of tasks currently with agents.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Note These are tasks in Run VRUScript or Wait state in the routing script. Tasks with IPCC Agents The number of tasks that are currently with IPCC agents that have been answered but are not yet handled. A task is considered to be handled after any wrap-up work associated with the task is completed. This is applicable for IPCC only. Derived from: Call_Type_Real_Time.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Default sort order By call type and then by date and time Drilldowns available No Schema database tables Call_Type Call_Type_Half_Hour Data: Enterprise Name The enterprise name of the call type. Derived from: Call_Type.EnterpriseName DateTime The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Tasks Aban The number of tasks that were abandoned in the half hour interval. Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf Avg Aban Delay Time The average wait time in queue (in HH:MM:SS (hours, minutes, seconds)) for all abandoned tasks in the half hour interval. Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf/ Call_Type_Half_Hour.TotalCallsAbandToHalf Call Summary The totals of each field for each call type.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Service Level The ICM/IPCC Enterprise service level for the call type in the half hour interval. Derived from: Call_Type_Half_Hour.ServiceLevelHalf Note • With the existence of a network VRU, for IPCC and for ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Tasks Assigned from Queue The number of tasks of the call type assigned from the queue to be routed in the half hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Call_Type_Half_Hour.ShortCallsHalf + Call_Type_Half_Hour.AgentErrorCountToHalf + Call_Type_Half_Hour.ErrorCountToHalf Completed Tasks: Tasks Handled The number of tasks of the call type handled for the call type ending during the half-hour. Derived from: Call_Type_Half_Hour.CallsHandledHalf Completed Tasks: Aban The number of tasks to the call type that abandoned in the half hour interval.
Chapter 2 CallType Reports IPCC Call Type Historical Reports *Completed Tasks: Calls Error The number of calls for this Call Type that had errors or were incomplete in the half hour interval. Derived from: Call_Type_Half_Hour.ErrorCountToHalf + Call_Type_Half_Hour.IncompleteCallsHalf + Call_Type_Half_Hour.AgentErrorCountToHalf Completed Tasks: 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 half hour interval.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Call Type Summary The summary of each field for each CallType in the report except the Service Level (SL) fields (The SL fields have percentage values). Derived from: Call_Type_Half_Hour.CallDelayAbandTimeToHalf (for selected CallType)/ Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports SL Aban Ignored The ICM/IPCC Enterprise service level for the call type in which abandoned calls are not included in the service level during the selected interval. The calculation removes tasks abandoned after the service-level threshold for the half-hour interval.
Chapter 2 CallType Reports IPCC Call Type Historical Reports ASA The Average Speed of Answer (also called "the average answer wait time") for all tasks of the call type during the interval. This is the average answer wait time from when a call arrives at the ICM Router to when the call is answered. Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf/ Call_Type_Half_Hour.CallsAnsweredToHalf Tasks Offered The number of tasks that were offered to the call type during the interval.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Note When translation-routed calls are queued through an enterprise VRU, the measurement of Answer Wait Time begins when the call is queued. The measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Completed Tasks: Default Treatment The number of tasks of the call type that have been given default treatment or end nodes during the interval. Derived from: Call_Type_Half_Hour.ICRDefaultRoutedToHalf Completed Tasks: Network Routed The number of tasks of the call type that were routed not by ICM software but by the carrier during the interval. For pre-routed calls, the carrier decides where to route the call. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Call_Type_Half_Hour.CallsRoutedNonAgentToHalf + Call_Type_Half_Hour.ShortCallsHalf + Call_Type_Half_Hour.AgentErrorCountToHalf + Call_Type_Half_Hour.ErrorCountToHalf) Completed Tasks: Avg Aban Delay Time The average delay time of all abandoned calls that ended in this call type during the current half hour interval.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Drilldowns available No Schema database tables Call_Type Call_Type_Half_Hour Data: Enterprise Name The enterprise name for the call type and in parentheses the call type ID. Derived from: Call_Type.EnterpriseName + Call_Type_Half_Hour.CallTypeID Time Zone The time zone for the date and time. The value is the offset in minutes from Greenwich Mean Time (GMT). GMT is the time zone at the meridian at Greenwich, England.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Note In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Router Q Global Limit The number of queue attempts that failed because the global system limit was reached. Derived from: Call_Type_Half_Hour.RouterQueueGlobalLimitToHalf Note In an ICM Enterprise deployment with an IPCC System PG, network queuing data is not available in the ‘child’ reports or in the child agent/supervisor desktop.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Network Announcement The number of tasks routed with an announcement node during the half-hour period. Derived from: Call_Type_Half_Hour.NetworkAnnouncementToHalf Answer Wait Time The sum of answer wait time in HH:MM:SS (hours,minutes,seconds) for all tasks answered for the call type in the half hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports SL Errors The total number of tasks of this call type that ended in error state within the service level threshold in the half hour interval. Derived from: Call_Type_Half_Hour.ServiceLevelErrorToHalf SL RONA The total number of tasks of this call type that redirected on no answer within the service level threshold in the half hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Note With the existence of a network VRU, for IPCC and for ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Delay Ring Aban Time Half The total time spent by all tasks that abandoned at the agent desktop while ringing for this call type in the half-hour interval. Derived from: Call_Type_Half_Hour.DelayAgentAbandTimeToHalf SL Type The default value that indicates how ICM software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual call types.
Chapter 2 CallType Reports IPCC Call Type Historical Reports VRU Unhandled The count of calls that were marked as Offered to the VRU but not handled in the half hour interval. Derived from: Call_Type_Half_Hour.VruUnhandledCallsToHalf VRU Handled The count of VRU calls that were marked as handled at the VRU in the half hour interval. Derived from: Call_Type_Half_Hour.VruHandledCallsToHalf VRU Assisted The count of VRU handled calls that were then marked as routed to agents in the half hour interval.
Chapter 2 CallType Reports IPCC Call Type Historical Reports CT VRU Time The total time that the all calls spent at the VRU in the half hour interval in the current call type, regardless whether the call was queued or not. In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.
Chapter 2 IPCC Call Type Historical Reports Ans Interval 2 The number of calls that were answered within interval 2. Derived from: Call_Type_Half_Hour.AnsInterval2 Ans Interval 3 The number of calls that were answered within interval 3. Derived from: Call_Type_Half_Hour.AnsInterval3 Ans Interval 4 The number of calls that were answered within interval 4. Derived from: Call_Type_Half_Hour.AnsInterval4 Ans Interval 5 The number of calls that were answered within interval 5. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Aband Interval 3 The number of calls that were abandoned within interval 3. Derived from: Call_Type_Half_Hour.AbandInterval3 Aband Interval 4 The number of calls that were abandoned within interval 4. Derived from: Call_Type_Half_Hour.AbandInterval4 Aband Interval 5 The number of calls that were abandoned within interval 5. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report See Caltyp31, page 10-30 for an illustration of this report. Overview: Subject A table showing the number of answered and abandoned calls across intervals for each call type for the selected time period. The intervals are measured in minutes and seconds. The header time format is MM:SS This report shows the numbers for each interval separately.
Chapter 2 CallType Reports IPCC Call Type Historical Reports DateTime The date and time for when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. For every half hour in the selected time period there is summary row for each selected call type. Derived from: Call_Type_Half_Hour.DateTime ASA The Average Speed of Answer.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Interval 1 - Interval 2: Ans The number of calls answered between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38 Derived from: Call_Type_Half_Hour.AnsInterval2 Interval 1 - Interval 2: Aban The number of calls abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38 Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Interval 5 - Interval 6: Aban The number of calls abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08 Derived from: Call_Type_Half_Hour.AbandInterval6 Interval 6 - Interval 7: Ans The number of calls answered between interval 6 and interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: 08:08 - 13:08 Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Call Type Summary A summary of each field for each call type. caltyp32: Call Type Abandon/Answer Distribution Report Overview: Subject A table showing the running (constantly being updated) totals of answered and abandoned calls across daily intervals for each call type. The intervals are measured in minutes and seconds. The header time format is MM:SS. This report shows the numbers for each interval separately.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Data: Enterprise Name The enterprise name for the call type. Derived from: Call_Type.EnterpriseName ASA he average answer wait time considered from the time when first queue to skill group or LAA select node was executed for this call to the time when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Interval 1 - Interval 2: Ans The number of calls answered between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38 Derived from: Call_Type_Half_Hour.AnsInterval2 Interval 1 - Interval 2: Aban The number of calls abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38 Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Interval 5 - Interval 6: Aban The number of calls abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08 Derived from: Call_Type_Half_Hour.AbandInterval6 Interval 6 - Interval 7: Ans The number of calls answered between interval 6 and interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: 08:08 - 13:08 Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Call Type Summary A summary of each field for each call type. caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report See Caltyp33, page 10-31 for an illustration of this report. Overview: Subject A table of selected call types showing the running (accumulative) totals of answered and abandoned calls across half-hour intervals. The intervals are measured in minutes and seconds. The header time format is MM:SS.
Chapter 2 CallType Reports IPCC Call Type Historical Reports DateTime The date and time for when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. For every half hour in the selected time period there is summary row for each selected call type. Derived from: Call_Type_Half_Hour.DateTime ASA The Average Speed of Answer.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Interval 1: Aban The number of calls abandoned up to interval 1. The system default interval 1 is 8 seconds. For example: < 00:08 Derived from: Call_Type_Half_Hour.AbandInterval1 Interval 2: Ans The number of calls answered up to interval 2. The system default interval 2 is 30 seconds. For example: < 00:38 Derived from: Call_Type_Half_Hour.AnsInterval2 Interval 2: Aban The number of calls abandoned up to interval 2.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Interval 6: Ans The number of calls answered up to interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: < 08:08 Derived from: Call_Type_Half_Hour.AnsInterval6 Interval 6: Aban The number of calls abandoned up to interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: < 08:08 Derived from: Call_Type_Half_Hour.AbandInterval6 Interval 7: Ans The number of calls answered up to interval 7.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Total: Aban The total number of calls abandoned for the selected time period. For example: > 43:08 Derived from: Call_Type_Half_Hour.AbandInterval10 Call Type Summary A summary of each field for each call type. caltyp34: Call Type Abandon/Answer Cumulative Distribution Report Overview: Subject A table of selected call types showing the running (accumulative) totals of answered and abandoned calls across daily intervals.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Data: Enterprise Name The enterprise name for the call type. Derived from: Call_Type.EnterpriseName ASA The Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.
Chapter 2 CallType Reports IPCC Call Type Historical Reports < Interval 2: Ans The number of calls answered up to interval 2. The system default interval 2 is 30 seconds. For example: < 00:38 Derived from: Call_Type_Half_Hour.AnsInterval2 < Interval 2: Aban The number of calls abandoned up to interval 2. The system default interval 2 is 30 seconds. For example: < 00:38 Derived from: Call_Type_Half_Hour.AbandInterval2 < Interval 3: Ans The number of calls answered up to interval 3.
Chapter 2 CallType Reports IPCC Call Type Historical Reports < Interval 6: Aban The number of calls abandoned up to interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: < 08:08 Derived from: Call_Type_Half_Hour.AbandInterval6 < Interval 7: Ans The number of calls answered up to interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: < 13:08 Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports caltyp35: VRU Calls Analysis Half Hour Report See Caltyp35, page 10-32 for an illustration of this report. Overview: Subject A table that shows the total behavior of calls to VRU applications gathered in half hour intervals for the selected time period. This is the same report as caltyp36 except that this report is a daily one rather than a half hour one.
Chapter 2 CallType Reports IPCC Call Type Historical Reports VRU Assist The number of the VRU handled calls marked as routed to agents in the half hour interval. Derived from: Call_Type_Half_Hour.VruAssistedCallsToHalf VRU Opt Out The number of the VRU unhandled calls that were marked as routed to agents by caller request in the half hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Wait Time in Queue The time in HH:MM:SS (hours, minutes, and seconds) that this call type spent in the Call Router queue in the half hour interval before being routed to a valid target. (A valid target could be a skill target, such as an agent, or a network target, such as a label or busy signal.) This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Call Type Summary A summary of each field for each call type. Report Summary A summary of each field for all call types. caltyp36: VRU Calls Analysis Daily Report Overview: Subject A table that shows the total behavior of calls to VRU applications in daily intervals for the selected time period. This is the same report as the caltyp35 report except that this report is by daily intervals while the caltyp35 report is by half-hour intervals.
Chapter 2 CallType Reports IPCC Call Type Historical Reports VRU Unhandled The number of calls marked as Offered to VRU but not handled in the half-hour interval. Derived from: Call_Type_Half_Hour.VruUnhandledCallsToHalf VRU Handled The number of the VRU calls marked as handled at the VRU in the half-hour interval. Derived from: Call_Type_Half_Hour.VruHandledCallsToHalf VRU Assist The number of the VRU handled calls marked as routed to agents in the half-hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Talk Time The total talk time in HH:MM:SS (hours, minutes, and seconds) for calls of this call type ending during the half-hour interval. Derived from: Call_Type_Half_Hour.TalkTimeHalf Handle Time The total handle time in HH:MM:SS (hours, minutes, and seconds) for all calls of this call type ending during the half-hour interval. Derived from: Call_Type_Half_Hour.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Tasks Aband The number of calls that were abandoned while in queue during the half- hour interval. This applies to IPCC, only. Derived from: Call_Type_Half_Hour.TotalCallsAbandToHalf Call Type Summary A summary of each field for each call type. Report Summary A summary of each field for all call types. caltyp37: Call Type Service Level Abandons Daily Report See Caltyp37, page 10-32 for an illustration of this report.
Chapter 2 CallType Reports IPCC Call Type Historical Reports Note With the existence of a network VRU, for IPCC and for ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed.
Chapter 2 IPCC Call Type Historical Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
C H A P T E R 3 Agent Report Templates There are four subcategories of agent reports. The templates in each subcategory are similar, and the data is derived from the same database tables. However, the data is grouped and summaries are totalled differently, based on the purpose of the subcategory. You can identify templates that are similar across agent subcategories by the report ID.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent By Agent Reports Reporting on this grouping of agents is useful to a Contact Center Administrators with global responsibility for all agents in the Contact Center, regardless of location. When you generate the report, select from the displayed list of agents in your enterprise. These agents appear in the Items list.
Chapter 3 Agent Report Templates Agent By Agent Reports agent24: Agent Performance Summary Daily Report, page 3-34 historical table Agent state summary for selected agents, organized by the selected day(s). agent25: Agent Consolidated historical Half Hour Report, page 3-38 table Agent half-hour activity and performance for all the agents connected to the selected peripheral(s) during the selected half-hour interval(s).
Chapter 3 Agent Report Templates Agent By Agent Reports Agent real-time reports • agent20: Agent Real Time Report, page 3-4 • agent28: Agent Real Time All Fields Report, page 3-7 agent20: Agent Real Time Report See Agent20, page 10-4, for an illustration of this report. Overview: Subject A table of selected agents showing each agent's currently active skill group, state, and call direction within each media routing domain into which the agent is logged.
Chapter 3 Agent Report Templates Agent By Agent Reports Extension The phone extension into which the agent is logged. Derived from: Agent_Real_Time.Extension Log On DateTime The date and time that the agent logged in. The format is MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Real_Time.DateTimeLogin Active Skill Group The skill group associated with the task on which the agent is currently working.
Chapter 3 Agent Report Templates Agent By Agent Reports Duration In Current State The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange, getdate()) Reason Code A code received from the peripheral that indicates the reason for the agent's last state change. If the code is not defined, this displays 0.
Chapter 3 Agent Report Templates Agent By Agent Reports Available In MRD Whether or not the agent is available to accept a task in this media routing domain: NO (Not available) YES_ICM (ICM available in media routing domain) YES_APP (Application available in media routing domain) An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not working
Chapter 3 Agent Report Templates Agent By Agent Reports Drilldowns available No Schema database table Agent Agent_Real_Time Person Skill_Group Controller_Time Data: Agent Name The agent's last and first name. Derived from: Person.LastName + ', ' + Person.FirstName Active Skill Group The skill group associated with the task on which the agent is working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable.
Chapter 3 Agent Report Templates Agent By Agent Reports The state with an asterisk (*) is a voice media only state. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent By Agent Reports – Auto out – Reserve – Preview Derived from: Agent_Real_Time.Destination Direction The direction of active task: – In (inbound task - non voice tasks are always inbound) – Out (outgoing external task) – Other (outgoing or incoming internal task) – Not Applicable (if the logged in agent is not active in the skill group) Derived from: Agent_Real_Time.Direction On Hold Indicates whether the call is currently on hold or the task is paused: Yes; No.
Chapter 3 Agent Report Templates Agent By Agent Reports Duration In Current State The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange, getdate()) Routable Indicates whether the agent is routable with respect to this Media Routing Domain. Valid options: Y = Yes, the agent is routable. N = No, the agent is not routable. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent By Agent Reports Router Longest Task Q The time when the longest call in queue was queued for the agent. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent By Agent Reports Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + ’ , ’ + Person.FirstName Media The media routing domain from which the agent is logged off. Derived from: Media_Routing_Domain.EnterpriseName Agent Enterprise Name The last name and first initial of the agent and the peripheral with which the agent is associated.
Chapter 3 Agent Report Templates Agent By Agent Reports Reason Code A code received from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0. Derived from: Agent_Logout.ReasonCode For more information, see About Agent Log Out Reason Codes. Note The agent's desk settings and CTIOS registry settings need to be configured to display the reason code. You can do this in the ICM Configuration Manager's Agent Desk Settings List tool.
Chapter 3 Agent Report Templates Agent By Agent Reports agent04: Agent Task Detail Activity Report See Agent 04, page 10-3, for an illustration of this report. Overview: Subject A table of selected agents' activity on incoming tasks, outgoing tasks, internal tasks, callback messages, and wrap-up work, gathered in half-hour increments. Note The report time must include the agent’s whole log-on session to get accurate times for the tasks. Callback messages are relevant only for the Aspect ACD.
Chapter 3 Agent Report Templates Agent By Agent Reports Skill Group The agent's skill group's enterprise name and skill target ID of the skill group associated with the task. Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID Log On Duration The total time in hours, minutes, and seconds (HH:MM:SS format) that the agent was logged on during the selected interval. Derived from: Agent_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports *External Out Tasks Avg Time The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made by the agent for the selected interval. Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf / Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf) *Internal Out Tasks Total Tasks The total number of internal tasks initiated by the agent during the selected interval.
Chapter 3 Agent Report Templates Agent By Agent Reports agent05: Agent Task Detail Performance Report See Agent 05, page 10-3, for an illustration of this report. Overview: Subject A table of selected agents' performance relating to abandoned, held, assistance, and conference calls/tasks, gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 3 Agent Report Templates Agent By Agent Reports Aban Ring: Avg Time The average length of time associated with Ringing/offered tasks that were abandoned. Derived from: (Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf / Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf) Incoming Hold Tasks Total Tasks The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State measured during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports *Supervisor Assist Tasks Avg Time The average time in HH:MM:SS (hours, minutes, seconds) that the agent received assistance for all supervisor-assisted tasks during the interval. Derived from: (Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf / Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf) *Conference In Tasks Total Tasks The number of incoming tasks on which the agent was in conference. Incoming tasks include ACD and non-ACD tasks.
Chapter 3 Agent Report Templates Agent By Agent Reports agent06: Agent State Trace Detail By Events Report Overview: Subject A table of agent states and task detail events for agents with agent state trace enabled. The report displays data on the event that changed an agent's state, the new agent state, and the reason for the state change. Purpose To show detail on historical agent-state changes for the selected time period. Note The agent state trace data is not turned on by default.
Chapter 3 Agent Report Templates Agent By Agent Reports Date Time The date and time at which the state change occurred. Derived from: Agent_State_Trace.DateTime Event Name A code indicating the event that caused the agent's last state change. Derived from: Agent_State_Trace.EventName Agent State The current state of the agent.
Chapter 3 Agent Report Templates Agent By Agent Reports – You must enable reason code reporting by selecting the "agent event detail" check box in the ICM Configuration Manager's PG Explorer. For more information, see About Not Ready Reason Codes Task ID: Router Call Key Day (Applies only to non-voice media. For voice media, this field is not applicable) This and the next two fields are the task ID of the task that caused this agent state change to occur. Derived from: Agent_State_Trace.
Chapter 3 Agent Report Templates Agent By Agent Reports Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + ‘ , ‘ + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups.
Chapter 3 Agent Report Templates Agent By Agent Reports *Conf In The number of incoming tasks into which skill group agents were conferenced in the half hour interval. Incoming tasks include ACD and non-ACD tasks. The value is updated in the database when the agent drops off the task or the task becomes a simple two-party. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports *Transfer Out The number of tasks this agent transferred out to another agent or skill group in the half hour interval. This includes Consultative Tasks if this transfer was consultative not blind. The value is updated at the time the agent completes the transfer of the call. Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent Summary The total for each field for each agent. Report Summary The total for all fields for all agents in the report. agent22: Agent Task Summary Daily Report Overview: Subject A table showing totals for incoming and outgoing call/task counts and call/task treatments, gathered in day increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 3 Agent Report Templates Agent By Agent Reports Skill Group The agent's skill group's enterprise name and skill target ID of the skill group associated with the task. Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID Date The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime Handled The tasks handled by the skill group during the given interval.
Chapter 3 Agent Report Templates Agent By Agent Reports Aban Ring For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf All Hold The number of tasks completed by the agent in the given interval that were put on hold or paused in the half hour interval.
Chapter 3 Agent Report Templates Agent By Agent Reports *Supv Assist The number of tasks for which agents received supervisor assistance during the given interval. The value is updated in the database when the supervisor-assisted task completes. Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf *Emerg Assist (IPCC only) The number of emergency assist requests by the agent. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Drilldowns available No Schema database tables Agent Person Media_Routing_Domain Agent_Skill_Group_Half_Hour Skill_Group Agent_Half_Hour Data: Agent Name The last and first name of the agent in the skill group in which agent resides. Derived from: Person.LastName ’ , ’ Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task.
Chapter 3 Agent Report Templates Agent By Agent Reports Completed Tasks Incoming: AHT The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds). Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf) Completed Tasks Incoming Hold Tasks: Held Tasks The number of incoming calls to this agent that were placed on hold. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent State Times: Not Active % The percentage of time that the agent spent in the Available or Ready state in relation to LoggedOnTime or interval, whichever is less. Derived from: (Agent_Half_Hour.AvailTimeToHalf / Agent_Half_Hour.LoggedOnTimeToHalf) Agent State Times: Not Ready Time The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Not Ready State measured in the half hour interval. Derived from: Agent_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent State Times: Wrap Up % The percentage of time that the agent has spent in Wrap-up state after an incoming or outgoing calls in relation to LoggedOnTime or interval, whichever is less. Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf + Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Drilldowns available No Schema database tables Agent Person Media_Routing_Domain Agent_Skill_Group_Half_Hour Skill_Group Agent_Half_Hour Data: Agent Name The last and first name of the agent in the skill group in which agent resides. Derived from: Person.LastName ’ , ’ Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task.
Chapter 3 Agent Report Templates Agent By Agent Reports Completed Tasks Incoming: AHT The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds). Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf) Completed Tasks Incoming Hold Tasks: Held Tasks The number of incoming calls to this agent that were placed on hold. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent State Times: Not Active % The percentage of time that the agent spent in the Available or Ready state in relation to LoggedOnTime or interval, whichever is less. Derived from: (Agent_Half_Hour.AvailTimeToHalf / Agent_Half_Hour.LoggedOnTimeToHalf) Agent State Times: Not Ready Time The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Not Ready State measured during the half-hour interval. Derived from: Agent_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent State Times: Wrap Up % The percentage of time that the agent has spent in Wrap-up state after an incoming or outgoing calls in relation to LoggedOnTime or interval, whichever is less. Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf + Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Overview: Applicable environment ICM and/or IPCC Template type Historical table Default sort order By last name, first name, media, skill group, and then by date and time Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Person Skill_Group Media_Routing_Domain Data: Agent Name The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides. Derived from: Person.
Chapter 3 Agent Report Templates Agent By Agent Reports Completed Tasks: Incoming Hold Tasks Hold Tasks The number of incoming calls to this agent that were placed on hold in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf Completed Tasks: Incoming Hold Tasks Avg Hold Time The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the half hour interval, for all incoming calls which included hold time.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent State Times: Log On Duration The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Active Time The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent State Times: % Busy Other The percentage of time in the half hour interval that the agent has spent in the Busy Other state in relation to Logged On Time. Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf/ Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf) Skill Group Summary The field totals for each skill group.
Chapter 3 Agent Report Templates Agent By Agent Reports Overview: Drilldowns available No Schema database tables Agent Person Media_Routing_Domain Agent_Skill_Group_Half_Hour Skill_Group Agent_Half_Hour Data: Agent Name The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides. Derived from: Person.LastName ‘ , ‘ Person.FirstName and Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Completed Tasks: Incoming Held Tasks Avg Hold Time The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold, for all incoming calls which included hold time. Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf) Completed Tasks: Aban Ring For voice: the total number of calls that were abandoned while the agent’s phone was ringing.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent State Times: % Active Time The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Media Summary The field totals for all skill groups in the media routing domain into which the agents were logged during the given interval. Report Summary The field totals for all agents in the report. agent27: Agent Historical All Fields Report Overview: Subject A table of all the selected agents listing all the available agent historical report data for the selected interval.
Chapter 3 Agent Report Templates Agent By Agent Reports Data: Agent The agent's last and first name. Derived from: Person.LastName + ', ' + Person.FirstName and Agent_Skill_Group_Half_Hour.SkillTargetID Skill Group The agent's skill group's enterprise name and skill target ID associated with the task. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillGroupSkillTargetID DateTime The date and time at the start of the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Incoming Tasks Handle Talk Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for tasks associated with the skill group during the half-hour interval. The value is based on TalkTime. It is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Note For blind conferences in IPCC Enterprise with an IPCC System PG, this field is updated when the call that was blind conferenced to an IVR is subsequently answered by another agent. For this call scenario this field is not updated in IPCC Enterprise without an IPCC System PG. *Incoming Tasks Short Tasks The number of calls answered by the agent where the duration of the call fell short of the peripherals Answered Short Calls threshold.
Chapter 3 Agent Report Templates Agent By Agent Reports *Incoming Tasks Conf In Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent was involved in an incoming conference calls. This value includes time spent on both ACD and non-ACD conference calls initiated by the agent. The value is updated in the database when the agent drops off the call or the call becomes a simple two-party call.
Chapter 3 Agent Report Templates Agent By Agent Reports *OutBound Tasks Ext Out The total number of completed outbound tasks made by agents in the skill group during the half-hour interval. The value is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports *Internal Tasks Int Tasks The number of internal calls initiated by the agent during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf *Internal Tasks Int Tasks Time The total time in HH:MM:SS (hours, minutes, seconds) that spent on internal calls initiated by the agent during the half-hour interval.
Chapter 3 Agent Report Templates Agent By Agent Reports *Task Treatment Barge In (IPCC only) The number of calls barged in on either by the supervisor or by the agent. Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf *Task Treatment Intercept (IPCC only) The number of calls intercepted by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf *Task Treatment Monitor The number of calls monitored by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent Performance Resvd Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group was in the Reserved state during the half-hour interval. ReservedStateTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Agent Reports *Auto Out Talk + Hold Time (Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed AutoOut (predictive) calls handled by the agent in the skill group during the half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It therefore includes the HoldTime associated with the call.
Chapter 3 Agent Report Templates Agent By Agent Reports *Preview Talk + Hold Time (Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound Preview calls handled by the agent in the skill group during the half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call.
Chapter 3 Agent Report Templates Agent By Agent Reports *Reserve Talk + Hold Time (Outbound Option only) The total time, in HH:MM:SS (hours, minutes, seconds), for completed agent reservation tasks handled by the agent in the skill group during the half-hour interval. This value includes the time spent from the task being initiated to the time the agent begins after-task work for the task. It includes the HoldTime associated with the call.
Chapter 3 Agent Report Templates Agent By Agent Reports Net Cons Out The number of network consultative calls completed by agents who have at least one call on hold. Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf Net Cons Out Time The number of seconds spent on network consultative calls by agents who have at least one call on hold. Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf Net Conf Out The number of conference calls initiated by agents.
Chapter 3 Agent Report Templates Agent By Agent Reports agent30: Agent Not Ready Summary Report See Agent30, page 10-8, for an illustration of this report. Overview: Subject An overall summary of the not ready status of agents in a given time period. For details on individual sessions, see the Agent31 report. Note The report only returns accurate data for COMPLETED Not Ready activity.
Chapter 3 Agent Report Templates Agent By Agent Reports Logon Duration The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on for the specified interval of the report. When a session is complete, the following formula is used. When a session is not complete, this field will be marked with an asterisk, and the duration will be calculated with the same formula but with the last event in the time window, rather than with the logout event. Derived from: (Agent_Event_Detail.
Chapter 3 Agent Report Templates Agent By Agent Reports agent31: Agent Not Ready Detail Report See Agent31, page 10-9, for an illustration of this report. Overview: Subject Summary details of the not ready status of selected individual agent sessions in a given time period. For an overall summary of the not ready status of agents in a given time period, see the Agent30 report. Note: The report only returns accurate data for COMPLETED Not Ready activity.
Chapter 3 Agent Report Templates Agent By Agent Reports Agent The agent's last and first name. Derived from: Person.LastName + ', ' + Person.FirstName Logon DateTime The date and time the agent logged on, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: (Agent_Logout.LogoutDateTime - Agent_Logout.LoginDuration) Logon Duration The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on for the specified interval of the report.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Agent Summary The total for each field for each agent. Report Summary The total for all fields for all agents in the report. Note: The % Logon Duration and % Not Ready field summaries are averages. Agent by Peripheral Reports Reporting on this grouping of agents is useful to Contact Center Administrators who have responsibility for a certain site within the enterprise. Each site is designated by one or more peripherals.
Chapter 3 Agent Report Templates Agent by Peripheral Reports agtper21: Agent Peripheral Task Summary Half Hour Report, page 3-82 IPCC and/or ICM historical table Task summary for each agent within the selected peripheral(s), organized by the selected half hour(s). agtper22: Agent Peripheral Task Summary Daily Report, page 3-86 IPCC and/or ICM historical table Task summary for each agent within the selected peripheral(s), organized by the selected day(s).
Chapter 3 Agent Report Templates Agent by Peripheral Reports agtper27: Agent Peripheral Historical All Fields Report, page 3-105 IPCC and/or ICM historical table All the report data available from the Agent_Skill_Group _Half_Hour table for all the agents on the selected peripheral(s). ICM software generates Agent_Half_Hour records for each agent. This report is for online viewing or for exporting to Excel. It is not formatted for printing.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Purpose To show the current agent status for all the agents connected to the selected peripheral(s). Applicable environment IPCC and/or ICM Template type Real-time table Sort order By peripheral, agent's last name, first name, media routing domain, and log on date and time.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Active Skill Group The skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task. Derived from: Skill_Group.EnterpriseName Agent State – The current state of the agent.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Reason Code A code received from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0. Derived from: Agent_Real_Time.ReasonCode Note • The agent's CTIOS desk settings and CTIOS registry settings need to be configured to display the reason code. You can do this in the ICM Configuration Manager's Agent Desk Settings List tool.
Chapter 3 Agent Report Templates Agent by Peripheral Reports – YES_APP (Application available in media routing domain) An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not working on a non-interruptible task in another MRD.” If an agent is ICM-available, then ICM can assign tasks to the agent.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Drilldowns available No Schema database tables Agent Agent_Real_Time Media_Routing_Domain Peripheral Person Skill_Group Controller_Time Service Data: Peripheral The enterprise name of the peripheral and its ID. Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID Agent Name (no label) The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides. Derived from: Person.
Chapter 3 Agent Report Templates Agent by Peripheral Reports States with an asterisk (*) are voice media only states. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent by Peripheral Reports – Yes Derived from: Agent_Real_Time.RequestedSupervisorAssist *Destination The type of outbound task on which the agent is currently working: – None (Not Applicable) – ACD – Direct – Auto out – Reserve – Preview Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *Campaign (Outbound Option only) The campaign ID for the campaign associated with this call. Derived from: Agent_Real_Time.CampaignID *Query Rule (Outbound Option only) The query rule belonging to the campaign identified by the CampaignID. Derived from: Agent_Real_Time.QueryRuleID Routable Indicates whether the agent is routable with respect to this Media Routing Domain. Valid options: Y = Yes, the agent is routable.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Router Task Q Now The number of calls currently queued for the agent at the call router. Derived from: Agent_Real_Time.RouterCallsQueueNow Router Longest Task Q The time when the longest call in queue was queued for the agent. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Data: Peripheral The enterprise name and ID number of the peripheral on which the agent is working. Derived from: Peripheral.EnterpriseName Agent Name The last and first name of the agent. Derived from: Person.LastName + ’ , ’ + Person.FirstName Media The media routing domain from which the agent is logged off. Derived from: Media_Routing_Domain.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Logout DateTime The date and time that the agent logged out. Derived from: Agent_Logout.LogoutDateTime Reason Code A code received from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0. Derived from: Agent_Logout.ReasonCode Note • The agent's CTIOS desk settings and CTIOS registry settings need to be configured to display the reason code.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Default sort order By media routing domain, peripheral, agent enterprise name, last name, first name Drilldowns available No Schema database tables Agent Agent_Half_Hour Agent_Skill_Group_Half_Hour Person Peripheral Media_Routing_Domain Skill_Group Data: Peripheral The enterprise name of the peripheral on which the agent is working. Derived from: Peripheral.EnterpriseName Agent Name The last and first name of the agent. Derived from: Person.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Tasks Handled Avg Time Average Handle Time. The average length of an incoming task handled by the agent during the selected interval. Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf) % Wrap Up Time The percentage of time that the agent spent in wrap-up on all tasks counted as handled during the interval.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *CB Messages Avg Time The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that were processed by the agent during the selected interval. Callback (CB) Messages are relevant only for the Aspect ACD. Derived from: (Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf / Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Data: Peripheral The enterprise name and ID number of the peripheral on which the agent is working. Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID Agent Name The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides. Derived from: Person.LastName + ’ , ’ + Person.FirstName + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *Outgoing Hold Tasks Total Tasks The total number of completed outbound tasks the agent placed on hold at least once. The value is incremented when the after-call work associated with the call is completed. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf *Outgoing Hold Tasks Avg Time The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with outbound tasks the agent placed on hold.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *Conference Out Tasks Total Tasks The number of conference calls the agent initiated. Initiated tasks include ACD and non-ACD tasks. The value is incremented when the agent drops off the call and the call becomes a simple two-party call. Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Person Peripheral Media_Routing_Domain Skill_Group Data: Peripheral The enterprise name and ID number of the peripheral on which the agent is working. Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID Agent Name The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Note For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in IPCC Enterprise without an IPCC System PG. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *Internal Out The number of internal outgoing tasks that the agent made from the ACD extension in the half hour interval. The value is updated in the database when the after-task work time associated with the task (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf *Transfer Out The number of tasks this agent transferred out to another agent or skill group in the half hour interval.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Media Summary The totals of agent data for all skill groups in a media in which the agent was logged in the half hour interval. Agent Summary The totals of agent data for an agent in the half hour interval. Peripheral Summary The totals of agent data for all agents in all media on the peripheral in the half hour interval. Report Summary The totals of agent data for all agents in the report.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Agent Name The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides. Derived from: Person.LastName + ’ , ’ + Person.FirstName + Agent.SkillTargetID Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Note For blind conferences in IPCC Enterprise with an IPCC System PG, this field is updated when the call that was blind conferenced to an IVR is subsequently answered by another agent. For this call scenario this field is not updated in IPCC Enterprise without an IPCC System PG. Redirect No Answer The number of tasks offered at the agents terminal or phone that were redirected to another location because of the agent's failure to respond.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *Conf Out The number of tasks that the skill group agent conferenced out to another agent or skill group. This includes consultative Calls. The value is updated in the database when the agent drops off the task or the task becomes a simple two-party task. Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports agtper23: Agent Peripheral Performance Summary Half Hour Report Overview: Subject A table of all agents on the selected peripheral(s) showing each agent's performance summary data (logged on time, ASA, and time allocations across all agent states), gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 3 Agent Report Templates Agent by Peripheral Reports DateTime The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime ASA The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the time spent by callers when placed in queue and ringing at the agent’s desktop before the task is answered divided by the number of tasks answered.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Agent State Times: Active % The percentage of time that the agent has spent in the Active state in relation to LoggedOnTime or the current half hour interval, whichever is less. Derived from: ((Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Agent State Times: Reserved % The percentage of time that the agent spent in Reserved state in relation to LoggedOnTime or the current half hour interval, whichever is less. Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf / Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Applicable environment IPCC and/or ICM Template type Historical table Sort order By peripheral, then by media routing domain, agent's last name, first name, and date and time Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Person Peripheral Media_Routing_Domain Skill_Group Data: Peripheral The enterprise name of the peripheral and its ID. Derived from: Peripheral.EnterpriseName and Peripheral.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Completed Tasks Incoming: AHT The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds). Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf) Completed Tasks Incoming Hold Tasks: Held Tasks The number of incoming calls to this agent that were placed on hold. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Agent State Times: Not Active % The percentage of time that the agent spent in the Available or Ready state in relation to LoggedOnTime or interval, whichever is less. Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf) Agent State Times: Not Ready Time The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Not Ready State measured during the half-hour interval.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Agent State Times: Wrap Up % The percentage of time that the agent has spent in Wrap-up state after an incoming or outgoing calls in relation to LoggedOnTime or interval, whichever is less. Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf + Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Sort order By peripheral, then by media routing domain, agent's last name, first name, and date and time Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Person Peripheral Media_Routing_Domain Skill_Group Data: Peripheral The enterprise name of the peripheral and its ID. Derived from: Peripheral.EnterpriseName and Peripheral.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Completed Tasks: Incoming Hold Tasks Held Tasks The number of incoming calls to this agent that were placed on hold in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf Completed Tasks: Incoming Hold Tasks Avg Hold Time The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the half hour interval, for all incoming calls which included hold time.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Agent State Times: Log On Duration The total time during the interval the agent was logged in the half hour interval, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Active Time The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime in the half hour interval.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Agent State Times: % Busy Other The percentage of time that the agent has spent in the Busy Other state in relation to Logged On Time. Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf) Agent State Times: Active Time The total time the agent spent talking (or being in the Active state) for the interval. Derived from: (Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Purpose To show daily agent activity and performance for all the agents connected to the selected peripheral(s) during the selected time period.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Completed Tasks: Incoming AHT The average time spent by the agent in handling a task, measured in HH:MM:SS (hour, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: Incoming Hold Tasks Held Tasks The number of incoming calls to this agent that were placed on hold. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *Completed Tasks: Transfer Out The number of calls this agent transferred to another agent or skill group. This includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer of the call. Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Agent State Times: % Wrap Up The percentage of time that the agent has spent in Wrap-up state after an incoming or outgoing calls to/from this skill group in relation to LoggedOnTime. Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf + Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Purpose To show all the available agent-peripheral historical report data in the Agent_Skill_Group_Half_Hour database table so that you can select which data you want for a customized agent-peripheral historical report. Note This report is designed to be saved and exported or copied to another format. For example, you can export the report to an Excel spreadsheet and modify the report to suit your needs.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Tasks Ans The number of tasks begun in the half hour interval. The count for CallsAnswered is updated in the database at the time the task is begun. Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf Tasks Hand The total number of tasks handled for the call type in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *Conf Out The number of conference calls the agent initiated. The conferenced out calls include ACD and non-ACD calls. The count of ConferencedOutCalls is updated in the database when the agent drops off the call or the call becomes a simple two-party call. Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf *Out Extn The total number of completed outbound ACD calls made by agents in the skill group in the half hour interval.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *Emergency (IPCC only) The number of emergency assist requests made by the agent. Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf Log On Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent was logged on in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Aban Ring The total time in HH:MM:SS (hours, minutes, seconds) that calls rang at an agent's extension before abandoning and/or the number of seconds that tasks were in the Reserved state before being abandoned. RingTime includes the seconds that the call spent ringing at an agents phone before being answered. The value is updated in the database at the time the call disconnects. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Ans Wait The sum of answer wait times in HH:MM:SS (hours, minutes, seconds) for all tasks that this agent began in the half hour interval. AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for ICM systems) and NetQTime (for IPCC systems). NOTE: With the existence of a network VRU, in an ICM Enterprise deployment with an IPCC System PG this value will not include time spent in the network VRU.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *Preview Tasks (Outbound Option only) The total number of completed outbound Preview calls made by the agent in the skill group in the half hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *Reserve Talk Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent talking on agent reservation calls in the half hour interval. TalkReserveTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent by Peripheral Reports On Hold Calls Inc Tasks The total number of completed inbound tasks the agent placed on hold or paused at least once. The value is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf *On Hold Calls Int Tasks The total number of internal calls the agent placed on hold at least once.
Chapter 3 Agent Report Templates Agent by Peripheral Reports *OutBound Tasks Talk + Hold Time The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls handled by the agent in the skill group in the half hour interval. This value includes the time spent from the call being initiated by the agent to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call.
Chapter 3 Agent Report Templates Agent by Peripheral Reports Incoming Tasks Handle Talk Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for tasks associated with the skill group in the half hour interval. The value is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports DB DateTime The date and time that data was last written to the ICM historical database (HDS) from the logger database. This is different from the time that the data was created. This is useful if you are extracting data from the historical database and you want to see when it was last updated. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Summary List of Agent by Skill Group Reports The following table lists all the ICM Agents by Skill Group report templates that WebView provides. Each of these templates can be used in an IPCC environment, a few of them can be used only in an IPCC environment, and most of them can be used in either an IPCC or a ICM environment. Click the template name for a detailed description.
Chapter 3 Agent Report Templates Agent By Skill Group Reports agtskg21: Agent Skill Group Task Summary Half Hour Report, page 3-144 IPCC and/or ICM historical table Agent task summary for each agent within the selected skill group(s), organized by the selected half hour(s). agtskg22: Agent Skill Group Task Summary Daily Report, page 3-148 IPCC and/or ICM historical table Agent task summary for each agent within the selected skill group(s), organized by the selected day(s).
Chapter 3 Agent Report Templates Agent By Skill Group Reports Agent by Skill Group Real-Time Reports • agtskg06: Outbound Option (Blended Agent) Status Report, page 3-120 • agtskg28: Agent Skill Group Real Time All Fields Report, page 3-121 • agtskg30: IPCC Agent Skill Group Real Time Report, page 3-126 agtskg06: Outbound Option (Blended Agent) Status Report Overview: Subject A table of all the agents in the selected skill group(s) showing agent activity related to Outbound Option calls.
Chapter 3 Agent Report Templates Agent By Skill Group Reports – Work Ready – Work Not Ready – *Hold – Paused States with an asterisk (*) are voice media only states. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Real_Time.AgentState *Campaign Name The name of the campaign to which this agent is assigned. Derived from: Campaign.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Purpose To show all the available agent skill-group real-time data in the Agent_Skill_Group_Real_Time database table so that you can select which data you want for a customized agent skill-group real-time report. Note: In the following descriptions, agent-dialed outbound calls or tasks are different from Outbound Option calls that are program-dialed outbound calls. Only fields specified as Outbound Option contain automated call data.
Chapter 3 Agent Report Templates Agent By Skill Group Reports – Not Active – Work Ready – Work Not Ready – *Hold – Paused – Busy Other – Reserved – Not Ready States with an asterisk (*) are voice media only states. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Skill_Group_Real_Time.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Log on Date Time The date and time the agent logged in. Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin *Supv Assist Reqstd Whether or not the agent requested supervisor assistance: – No – Yes Derived from: Agent_Skill_Group_Real_Time.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Customer Account (Outbound Option only) The account number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.CustomerAccountNumber *Campaign (Outbound Option only) The campaign ID for the campaign associated with this call. Derived from: Agent_Real_Time.CampaignID *Query Rule (Outbound Option only) The query rule belonging to the campaign identified by the CampaignID. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Task Level Change The date and time of the agent’s last task level change. Derived from: Agent_Real_Time.DateTimeTaskLevelChange Router Task Q Now The number of calls currently queued for the agent at the call router. Derived from: Agent_Real_Time.RouterCallsQueueNow Router Longest Task Q The time when the longest call in queue was queued for the agent. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Skill Group The skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task. Derived from: Skill_Group.EnterpriseName + Skill_Group.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Mobile Agent Phone Number For a mobile agent (an agent working remotely), the current phone number. Derived from: Agent_Real_Time.RemotePhoneNumber Duration In Current State The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. Derived from: (Controller_Time.NowTime Agent_Skill_Group_Real_Time.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent is currently working. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 3 Agent Report Templates Agent By Skill Group Reports • agtskg27: Agent Skill Group Historical All Fields Report, page 3-166 agtskg03: Agent Skill Group Logout Status Report Overview: Subject A table of all the agents in the selected skill groups showing logout data for each agent, gathered in half-hour increments Purpose To show ONLY agents who have logged out from the selected skill group(s) during the selected interval.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Log On Duration The time measured in HH:MM:SS (hours, minutes, seconds) format that the agent spent logged on. Derived from: Agent_Skill_Group_Logout.LoginDuration Log Out DateTime The ICM central controller's date and time that the agent logged out. Derived from: Agent_Skill_Group_Logout.LogoutDateTime Reason Code A code received from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Default sort order By last name, first name, media routing domain, skill group, and logged on time Drilldowns available No Schema database tables Agent Agent_Half_Hour Agent_Skill_Group_Half_Hour Media_Routing_Domain Person Skill_Group Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + ’ , ’ + Person.FirstName Media The media routing domain into which the agent is logged.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Tasks Handled: % Time The percentage of all tasks handled by the agent for the period that were incoming tasks. Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf % Wrap Up The percentage of Log On duration that the agent spent in wrap-up in this skill group during the interval. An agent doing wrap-up work is either in the Work Ready or Work Not Ready state.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *CB Messages: Total Tasks The total number of callback messages that were processed by the agent during the interval. Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf *CB Messages: Avg Time The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that were processed by the agent during the interval. Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf / Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Drilldowns available No Schema database table Agent Agent_Half_Hour Agent_Skill_Group_Half_Hour Media_Routing_Domain Person Skill_Group Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + ’ , ’ + Person.FirstName Media The media routing domain into which the agent is logged. This is the media routing domain with which the agent's Skill Group is associated. Derived from: Media_Routing_Domain.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Incoming Hold Tasks Avg Time The average on hold time associated with tasks the agent placed on hold or paused. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf *Outgoing Hold Tasks Total Tasks The total number of completed outbound tasks the agent placed on hold at least once. The value is incremented when the after-call work associated with the call is completed.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Conference In Tasks Avg Time The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference with tasks during the interval. This value includes hold time associated with the conference tasks. Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf / Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf *Conference Out Tasks Total Tasks The number of conference calls the agent initiated.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Overview: Drilldowns available No Schema database table Agent Agent_Skill_Group_Half_Hour Media_Routing_Domain Person Skill_Group Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + ’ , ’ + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Emerg Assist (IPCC only) The number of emergency assistance request tasks by the agent during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf *Supv Assist The number of supervisory assistance tasks during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Data: Skill Group Enterprise Name The name of the skill group. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Agent Name The last and first name of the agent. Derived from: Person.LastName + Person.FirstName Duration The total handle time, in HH:MM:SS (hours, minutes, seconds) for completed AutoOut (predictive) calls handled by the agent in the skill group during the half-hour interval.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Reserve Time The total handle time in HH:MM:SS (hours, minutes, seconds) for completed agent reservation calls handled by the agent in the skill group during the half-hour interval. The ReserveCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Duration The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound preview calls handled by the agent in the skill group during the half-hour interval. Handle time includes the following three values: – WorkTime – TalkTime – HoldTime The AgentPreviewCallsTime measurement begins at the time the call initiates, and ends at the time the agent completes any after-call work for the call.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Avg Reserve Time The average time the agent spent in handling reservation calls during the selected time period. Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf / Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports – Hold Time The AgentReservationCallsTime measurement begins at the time the call initiates, and ends at the time the agent completes any after-call work for the call. The database updates this value when any after-call work time associated with a call ends. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Media_Routing_Domain Person Skill_Group Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + ’ , ’ + Person.FirstName Media The media routing domain into which the agent is logged during the report interval. This is the media routing domain with which the agent's Skill Group is associated. Derived from: Media_Routing_Domain.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Internal In Tasks The number of times that this agent received a direct internal or external incoming task in the half hour interval. This includes direct tasks that were received from another agent via the transfer or conference key that dialed the agent’s extension directly without going through ICM scripting. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Consult The number of times an agent consulted with another agent or supervisor through the conference or transfer key in the half hour interval. This includes supervisor or emergency assisted tasks. Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Agent Summary The total of all agent data for each agent. Report Summary The total of all agent data for all agents in report. agtskg22: Agent Skill Group Task Summary Daily Report Overview: Subject A table of all agents in the selected skill groups showing each agent's daily totals for incoming and outgoing task counts and task treatments, gathered in day increments.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Skill Group The agent's skill group's enterprise name and skill target ID. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Date The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime Log On Duration The total time period the agent was logged in measured in HH:MM:SS (hours, minutes, seconds) format.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Internal Out Time The number of seconds spent on internal tasks initiated by the agent during the half-hour interval. The value is updated in the database when the after-call work time associated with the task (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf *Transfer Out The number tasks this agent transferred out to another agent or skill group.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Note For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in IPCC Enterprise without an IPCC System PG.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Media_Routing_Domain Person Skill_Group Data: Skill Group The agent skill group's enterprise name and skill target ID. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Media The media routing domain into which the agent is logged for doing this type of task.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Completed Tasks: Incoming Hold Tasks Avg Hold Time The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the half hour interval, for all incoming calls which included hold time. Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Agent State Times: Active Time The total time the agent spent talking (or being in the Active state) in the half hour interval. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Report Summary The total of all agent data for all agents in report. agtskg24: Agent Skill Group Performance Summary Daily Report Overview: Subject A table of all agents in the selected skill groups showing each agent's daily performance statistics, gathered by day(s). Note: This report contains the same data as the Agtskg23 report except that here the data is gathered by day rather than by half-hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Agent Name The last and first name of the agent. Derived from: Person.LastName + ’ , ’ + Person.FirstName Date The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime Completed Tasks: Incoming Handled The number of ICM Routed tasks this agent has handled. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Completed Tasks: Supv Assist Time The length of supervisor assisted calls measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf *Completed Tasks: Emerg Assist (IPCC only) The number of calls that required emergency assistance. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Agent State Times: Wrap Up Time The time the agent spent in Wrap Up on incoming and outgoing calls, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf + Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf) Agent State Times: Busy Other Time The time the agent spent in the BusyOther state during the interval, measured in HH:MM:SS (hours, minutes, seconds) format.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Data: Skill Group The agent's skill group's enterprise name and skill target ID. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Completed Tasks: Aban Ring For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf Completed Tasks: Redirect No Answer The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Agent State Times: % Active Time The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Media Summary The total of all agent data for each media routing domain. The agent state time percentages in the Media Summary row will only add up to 100% when ALL of the skill groups for an agent have been selected. When viewing a subset of an agent's skill groups, the percentages may not balance. Note Report Summary The total of all agent data for all agents in report.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Completed Tasks: Aban Hold The number of ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended during the interval. Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf *Completed Tasks: Transfer In The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Agent State Times: % Not Active The percentage of time that the agent has spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf) Agent State Times: % Not Ready The percentage of time that the agent has spent in the Not Ready state in relation to LoggedOnTime or interval, whichever is less.
Chapter 3 Agent Report Templates Agent By Skill Group Reports agtskg27: Agent Skill Group Historical All Fields Report Overview: Subject A table of all the agents in the selected skill groups listing all the available agent historical report data for the selected interval. Note This report is the same report as the Agent27 report except that this report is first sorted by skill group rather than by agent. Fields applicable to a voice domain only are prefixed with an asterisk (*).
Chapter 3 Agent Report Templates Agent By Skill Group Reports Agent Name The agent's enterprise name and the skill target ID of the skill group to which the agent belongs. Derived from: Agent.EnterpriseName + Agent_Skill_Group_Half_Hour.SkillTargetID Date Time (no label) The date and time at the start of the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.DateTime Incoming Tasks Ans The number of tasks answered in the half hour interval.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Incoming Tasks Talk In Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the active state (on incoming tasks) in the half hour interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf Incoming Tasks Aban Ring For voice: the total number of calls that were abandoned while the agent’s phone was ringing.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Incoming Tasks Hold Tasks The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State measured in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf Incoming Tasks Hold Time The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound tasks were placed on hold or paused in the half hour interval.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Term The total number of ACD calls that were terminated by agents before the far end released. The value is updated in the database at the time the call disconnects. The value includes AgentOutCalls and CallsHandled for the agents in the skill group. Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf *OutBound Tasks Trans Out The number of calls transferred out by the agent in the half hour interval.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *OutBound Tasks Hand Time The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls handled by the agent in the skill group in the half hour interval. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Internal Tasks Time The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls initiated by the agent in the half hour interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf *Internal Tasks Internal In The number of internal calls received by the agent in the half hour interval.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Task Treatment Monitor The number of calls monitored by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf *Task Treatment Whisper The number of calls coached by the supervisor (not supported in ICM 5.0). Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf *Task Treatment Emergency (IPCC only) The number of emergency assist requests made either by the agent or by the supervisor.
Chapter 3 Agent Report Templates Agent By Skill Group Reports Agent Performance Work Ready Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the Work Ready state in the half hour interval. WorkReadyTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Auto Out Talk + Hold Time (Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed AutoOut (predictive) calls handled by the agent in the skill group in the half hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Preview Talk + Hold Time (Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound Preview calls handled by the agent in the skill group in the half hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call.
Chapter 3 Agent Report Templates Agent By Skill Group Reports *Reserve Talk + Hold Time (Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed agent reservation calls handled by the agent in the skill group in the half hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call.
Chapter 3 Agent Report Templates Agent By Team Reports Net Cons Out The number of network consultative calls completed by agents who have at least one call on hold. Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf Net Cons Out Time The number of seconds spent on network consultative calls by agents who have at least one call on hold. Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf Net Conf Out The number of conference calls initiated by agents.
Chapter 3 Agent Report Templates Agent By Team Reports agteam03: Agent Logout Status By Team Report, page 3-196 IPCC and/or ICM historical table Logon duration and logout date and time for each agent in the selected team(s). agteam04: Agent Task Detail Activity Report, page 3-198 IPCC and/or ICM historical table Agent task detail activity on incoming, outgoing, and internal calls, and callback messages, by team.
Chapter 3 Agent Report Templates Agent By Team Reports agteam27: Agent Team Historical All Fields Report, page 3-226 IPCC and/or ICM historical table All the report data available from he Agent_Skill_Group_ Half_ Hour table, organized by agent team and then by agent within the team. This report is for online viewing or for exporting to Excel. It is not formatted for printing.
Chapter 3 Agent Report Templates Agent By Team Reports Default sort order By agent team, skill group, agent name, and media routing domain Drilldowns available No Data derived from ICM Schema database tables Agent Agent_Skill_Group_Real_Time Agent_Team Agent_Team_Member Person Media_Routing_Domain Skill_Group Controller_Time Data: Agent Team The name of the agent team. Derived from: Agent_Team.EnterpriseName Supervisor The agent team's primary supervisor. Derived from: Person.
Chapter 3 Agent Report Templates Agent By Team Reports Active Tasks The number of tasks the agent is currently working on that are associated with the skill group. Derived from: Agent_Skill_Group_Real_Time.CallsInProgress Agent State The current state of the agent. The following states can appear in this report: – *Talking – Active – *Ready – Available/Not Active – Work Ready – Work Not Ready – *Hold – Paused – Busy Other – Reserved – Not Ready States with an asterisk (*) are voice media only states.
Chapter 3 Agent Report Templates Agent By Team Reports Report Summary The total of all agent data for all agents in the report. agteam20: Agent Team Real Time Report See agteam20, page 10-16 for an illustration of this report. Overview: Subject A table summary of the current agent states of each agent within the selected agent team(s). Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 3 Agent Report Templates Agent By Team Reports Agent Name The last and first name of the agent. Derived from: Person.LastName ", " Person.FirstName Extension The phone extension that the agent has logged into. Derived from: Agent_Real_Time.Extension Log On DateTime Date and time of the login of the agent measured in MM/DD/YYYY HH:MM:SS (month, day, year, hour, minute, second) format. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent By Team Reports – 1 = Call By Call (Mobile agent's phone is connected for each incoming call) – 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected through multiple calls) Derived from: Agent_Real_Time.PhoneType Mobile Agent Phone Number For a mobile agent (an agent working remotely), the current phone number. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent By Team Reports Available in MRD Whether or not the agent is available to accept a task in this media routing domain: – NO (Not available) – YES_ICM (ICM available in media routing domain) – YES_APP (Application available in media routing domain) An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not wo
Chapter 3 Agent Report Templates Agent By Team Reports Drilldowns available No Schema database tables Agent Person Media_Routing_Domain Agent_Real_Time Agent_Team_Member Agent_Team, Skill_Group Data: Agent Team The Enterprise Name of the agent team and the Agent Team Skill ID. Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID Supervisor The agent's primary supervisor. Derived from: Person.LastName + ' ' + Person.FirstName Media The media routing domain into which the agent is logged.
Chapter 3 Agent Report Templates Agent By Team Reports – Work Not Ready – *Hold – Paused – Busy Other – Reserved – Not Ready States with an asterisk (*) are voice media only states. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent By Team Reports Log On DateTime The Date and time the agent logged in. Derived from: Agent_Real_Time.DateTimeLogin *Supv Assist Reqstd Whether or not the agent requested supervisor assistance: – No – Yes Derived from: Agent_Real_Time.RequestedSupervisorAssist *Destination The type of outbound task on which the agent is currently working: None (Not Applicable) – ACD – Direct – Auto out – Reserve – Preview Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent By Team Reports *Customer Phone (Outbound Option only) The phone number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.CustomerPhoneNumber *Customer Account (Outbound Option only) The account number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.CustomerAccountNumber *Campaign (Outbound Option only) The campaign ID for the campaign associated with this call. Derived from: Agent_Real_Time.
Chapter 3 Agent Report Templates Agent By Team Reports Available in MRD Whether or not the agent is available to accept a task in this media routing domain: NO (Not available) YES_ICM (ICM available in media routing domain) YES_APP (Application available in media routing domain) An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not working o
Chapter 3 Agent Report Templates Agent By Team Reports Drilldowns available No Schema database tables Person Agent Agent_Team_Member Agent_Team Skill_Group_Member Skill_Group Media_Routing_Domain Data: Agent Team The Enterprise Name of the agent team. Derived from: Agent_Team.EnterpriseName Supervisor The team's primary supervisor. Derived from: Person.LastName + ' ' + Person.FirstName Agent Name The agent's last name and first name. Person.LastName, + Person.
Chapter 3 Agent Report Templates Agent By Team Reports Overview: Subject A table summary of the number of agents in various agent states. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media. Purpose 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.
Chapter 3 Agent Report Templates Agent By Team Reports Active IN The number of agents currently working on incoming tasks. Derived from: Count of agents where Agent_Real_Time.AgentState = ‘11’ or ‘4’ And Direction = ‘1’ * Active OUT The number of agents currently working on outbound tasks. Derived from: Count of agents where Agent_Real_Time.AgentState = ‘11’ or ‘4’ And Direction = ‘2’ * Active Other The number of agents currently working on internal (neither inbound nor outbound) tasks.
Chapter 3 Agent Report Templates Agent By Team Reports Eligible For Task The number of agents who are eligible to receive tasks in the specified media routing domain. Derived from: Count of agents where Agent_Real_Time.AvailableInMRD != “0” Note Note It is possible for an agent to be in the Not Active state (available) and yet be not Eligible For Task in a media routing domain.
Chapter 3 Agent Report Templates Agent By Team Reports agteam03: Agent Logout Status By Team Report See Agteam03, page 10-15 for an illustration of this report. Overview: Subject A table of agents by selected team showing the Logon duration, and the logout date and time for each agent. Purpose To show ONLY agents who have logged out from the selected team(s) during the selected interval.
Chapter 3 Agent Report Templates Agent By Team Reports Mobile Agent Mode The mode by which the agent is connected: – 0 = Not Mobile (Local agent; normal ACD/IPCC phone or non-voice task) – 1 = Call By Call (Mobile agent's phone is connected for each incoming call) – 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected through multiple calls) Derived from: Agent_Logout.PhoneType Mobile Agent Phone Number For a mobile agent (an agent working remotely), the current phone number.
Chapter 3 Agent Report Templates Agent By Team Reports Agent Team Summary The total log-on duration of all agent teams in the report. agteam04: Agent Task Detail Activity Report Overview: Subject A table of selected agent teams showing agent task detail activity on incoming, outgoing, and internal tasks, and callback messages, gathered in half-hour increments. Note The report time must include the agent’s whole log-on session to get accurate times for the tasks.
Chapter 3 Agent Report Templates Agent By Team Reports Agent Name The agent's last name and first name. Derived from: Person.LastName + ', ' + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups.
Chapter 3 Agent Report Templates Agent By Team Reports *External Out Tasks Avg Time The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made by the agent for the selected interval. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf / Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf *Internal Out Tasks Total Tasks The total number of internal tasks initiated by the agent during the selected interval.
Chapter 3 Agent Report Templates Agent By Team Reports agteam05: Agent Task Detail Performance Report By Team See Agteam05, page 10-16 for an illustration of this report. Overview: A table of selected agent teams showing task detail data on abandoned, held, assistance, and conference tasks, organized in half-hour increments. Subject Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 3 Agent Report Templates Agent By Team Reports Agent Name The agent's last name and first name. Derived from: Person.LastName + ', ' + Person.FirstName Skill Group The name of the skill group to which these agent is associated. Derived from: Skill_Group.EnterpriseName Aban Hold The total number of calls that where abandoned while being held at the agent's extension and/or the paused tasks that the agent ended during the given interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports *Outgoing Hold Tasks Avg Time The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with outbound tasks the agent placed on hold. Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf + Agent_Skill_Group_Half_Hour.NetAgentOutCallsOnHoldTimeToHalf)/ (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports *Conference Out Tasks Avg Time The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference on agent-initiated tasks during the interval. This value includes hold time associated with the conference tasks. Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf / Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Data: Agent Team The Enterprise Name of the agent team and the agent team ID. Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID Supervisor The agent team's primary supervisor. Derived from: Person.LastName + ', ' + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task.
Chapter 3 Agent Report Templates Agent By Team Reports *Tasks External Out The number of external outgoing calls that the agent made from the ACD extension in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf *Tasks Internal Out The number of internal outgoing calls that the agent made from the ACD extension in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports *Tasks Supv Assist The number of tasks that required supervisor assistance in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.SupervisorAssistCallsToHalf *Tasks Emerg Assist (IPCC only) The number of tasks that required emergency assistance in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Media Summary The totals of agent data for a media routing domain, in which the agent was logged during the given interval Agent Team Summary The total agent data in the agent team. Report Summary The total agent data for all agent teams in the report. agteam22: Agent Team Task Summary Daily Report See Agteam22, page 10-17 for an illustration of this report.
Chapter 3 Agent Report Templates Agent By Team Reports Data: Agent Team The Enterprise Name of the agent team and the agent team ID. Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID Supervisor The agent team's primary supervisor. Derived from: Person.LastName + ' ' + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task.
Chapter 3 Agent Report Templates Agent By Team Reports *Tasks Internal Out The number of internal outgoing calls that the agent made from the ACD extension. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf *Tasks Transfer Out The number calls this agent transferred out to another agent or skill group. This includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports *Tasks Barge In (IPCC only) The number of tasks into which the supervisor has barged. Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf *Tasks Intercept (IPCC only) The number of tasks that required interception by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.InterceptedCallsToHalf Time Handled The time the agent spent on ICM routed tasks, measured in HH:MM:SS (hours, minutes, seconds) format.
Chapter 3 Agent Report Templates Agent By Team Reports agteam23: Agent Team Performance Summary Half Hour Report Overview: Subject A table summary of agent performance data for all the agents within the selected agent team(s), gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 3 Agent Report Templates Agent By Team Reports Agent Name The agent's last name and first name and agent's skill target ID. Derived from: Person.LastName + ' ' + Person.FirstName + Agent.SkillTargetID DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Half_Hour.DateTime Completed Tasks: Incoming Handled The number of ICM Routed tasks this agent has handled in the half hour interval.
Chapter 3 Agent Report Templates Agent By Team Reports *Completed Tasks: Supv Assist The number of calls an agent made to the supervisor for assistance in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf *Completed Tasks: Supv Assist Time The length of supervisor assisted calls measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Agent State Times: Reserved Time The time the agent spent in the Reserved state waiting for ICM routed call to arrive in the half hour interval, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf Agent State Times: Wrap Up Time The time the agent spent in Wrap Up on incoming and outgoing calls in the half hour interval, measured in HH:MM:SS (hours, minutes, seconds) format.
Chapter 3 Agent Report Templates Agent By Team Reports Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Agent_Team Agent_Team_Member Person Media_Routing_Domain Skill_Group Data: Agent Team The Enterprise Name of the agent team and the agent team ID. Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID Supervisor The agent team's primary supervisor. Derived from: Person.LastName + ' ' + Person.
Chapter 3 Agent Report Templates Agent By Team Reports Completed Tasks: Incoming Hold Tasks Held Tasks The number of incoming calls to this agent that were placed on hold. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf Completed Tasks: Incoming Hold Tasks Avg Hold Time The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold, for all incoming calls which included hold time. Derived from: (Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Agent State Times: Active Time The time the agent spent in the Active state, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports agteam25: Agent Team Consolidated Half Hour Report Overview: Subject A table summary of task and Agent State Times for all the agents within the selected agent team(s), gathered in half-hour increments. Note Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report). This includes any tasks which began before the time frame shown.
Chapter 3 Agent Report Templates Agent By Team Reports Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 3 Agent Report Templates Agent By Team Reports Completed Tasks: Aban Hold The number of ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf *Completed Tasks: Transfer In The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing.
Chapter 3 Agent Report Templates Agent By Team Reports Agent State Times: % Not Ready The percentage of time that the agent has spent in the Not Ready state in relation to LoggedOnTime or the half hour interval, whichever is less. Applies to all skill groups. Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf / Agent_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Purpose To show both agent team daily activity and agent team daily performance for the selected time period. Note This template includes columns from both the Agteam22 and the Agteam24 reports for those supervisors that would prefer all the information on one report and do not need the details provided by the separate Task Summary and Performance Summary reports.
Chapter 3 Agent Report Templates Agent By Team Reports Date (no label) The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime Completed Tasks: Incoming Handled The number of ICM Routed tasks this agent has handled. Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf Completed Tasks: Incoming AHT The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds).
Chapter 3 Agent Report Templates Agent By Team Reports *Completed Tasks: Transfer Out The number of calls this agent transferred to another agent or skill group. This includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer. Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf + Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Agent State Times: % Reserved The percentage of time that the agent has spent in Reserved state waiting for an ICM routed task from this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf / Agent_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Purpose To show all the available agent-team historical report data in the Agent_Skill_Group_Half_Hour database table so that you can select which data you want for a customized agent-team historical report. Lists all the available report team data from the Agent_Skill_Group_Half_Hour database table for each selected team during the time period selected when the report is generated.
Chapter 3 Agent Report Templates Agent By Team Reports DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime Task Treatment Tasks Ans The number of tasks begun in the half hour interval. The count for CallsAnswered is updated in the database at the time the task is begun. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports *Task Treatment Conference Out The number of conference calls the agent initiated. The conferenced out calls include ACD and non-ACD calls. The count of ConferencedOutCalls is updated in the database when the agent drops off the call or the call becomes a simple two-party call. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports *Task Treatment Monitor The number of calls monitored by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf *Task Treatment Whisper The number of calls coached by the supervisor (not supported in ICM 5.0). Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf *Task Treatment Emerg Assist (IPCC only) The number of emergency assist requests made either by the agent or by the supervisor.
Chapter 3 Agent Report Templates Agent By Team Reports Task Time Aban While Offer The total ring time associated with ACD calls that were abandoned while offered to the agent and/or the time paused tasks were ended by the agent. RingTime includes the seconds that the call spent ringing at an agents phone before being answered. RingTime is updated in the database at the time the call disconnects. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Task Time Answer Wait The sum of answer wait times for all tasks the agent begin during the interval. For calls, the answer wait time is the total number of seconds that callers spent ringing at the agent’s voice device before being answered by the agent in the half hour interval.
Chapter 3 Agent Report Templates Agent By Team Reports *Auto Out Talk Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent talking on AutoOut (predictive) calls in the half hour interval. TalkAutoOutTime is included in the calculation of LoggedOnTime. Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports *Preview On Hold (Outbound Option only) The total number of completed outbound Preview calls that the agent in the skill group placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports *Talk AutoOut Time (Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed AutoOut (predictive) calls handled by the agent in the skill group in the half hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call.
Chapter 3 Agent Report Templates Agent By Team Reports *On Hold Tasks Int Tasks The total number of internal calls the agent placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports *Agent Term Tasks The total number of ACD calls that were terminated by agents before the far end released. The value is updated in the database at the time the call disconnects. The value includes AgentOutCalls and CallsHandled for the agents in the skill group. Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf *Callback Msgs The number of callback messages processed by the agent in the half hour interval.
Chapter 3 Agent Report Templates Agent By Team Reports Incoming Tasks Handle Talk Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for tasks associated with the skill group in the half hour interval. The value is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports *Internal Tasks Int Tasks Time The number of seconds spent on internal calls initiated by the agent in the half hour interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Net Conf Out The number of conference calls initiated by agents. Derived from: Agent_Skill_Group_Half_hour.NetConferencedOutCallsToHalf Net Conf Out Time The number of seconds spent on conference calls. Derived from: Agent_Skill_Group_Half_hour.NetConferencedOutCallsTimeToHalf Net Trans Out The number of calls transferred out by agents in the half hour interval. Derived from: Agent_Skill_Group_Half_hour.
Chapter 3 Agent Report Templates Agent By Team Reports Media The media routing domain into which the agent is logged in. This is the media routing domain with which the agent's Skill Group is associated. Derived from: Media_Routing_Domain.EnterpriseName Agent Name The agent's last and first name. Derived from: Person.LastName, Person.FirstName LogOn Duration The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on in the half hour interval. Derived from: Agent_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Total Duration of Completed Tasks Outgoing Active Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent actively working on outgoing external tasks in the half hour interval. For voice, this is the time spent by agents while talking on an outbound external call. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Incoming Hold Tasks Hold Time The total hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that were put on hold by the agent in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf Incoming Hold Tasks Avg Hold Time The average hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that were put on hold by the agent in the half hour interval.
Chapter 3 Agent Report Templates Agent By Team Reports Purpose This report provides information on inbound and outbound task counts, average durations, and total duration for agents in selected teams.
Chapter 3 Agent Report Templates Agent By Team Reports Tasks Completed: Incoming The number of ICM Routed tasks this agent has handled. Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf *Tasks Completed: Outgoing The number of outgoing external calls that this agent made during this interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Average Duration of Completed Tasks Incoming Wrap upTime The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent while doing wrap up work on incoming tasks handled in the half hour interval. Wrap-up work is task-related work performed by an agent after the task is over. Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Outgoing Hold Tasks Avg Hold Time The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that were put on hold by the agent in the half hour interval. Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf Media Summary The total for each field for each agent logged into the media routing domain during the given interval.
Chapter 3 Agent Report Templates Agent By Team Reports Supervisor The agent's primary supervisor. Derived from: Person.LastName, Person.FirstName Media The media routing domain into which the agent is logged in. This is the media routing domain with which the agent's Skill Group is associated. Derived from: Media_Routing_Domain.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.
Chapter 3 Agent Report Templates Agent By Team Reports Total Duration of Completed Tasks Incoming Wrap upTime The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent while doing wrap up work on incoming tasks handled in the half hour interval. Wrap-up work is task-related work performed by an agent after the task is over. Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Average Duration of Completed Tasks Outgoing Wrap up Time The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent while doing wrap up work on outbound external tasks handled in the half hour interval. Wrap-up work is task-related work performed by an agent after the task is over. Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf – Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Media Summary The total for each field for each agent logged into the media routing domain during the given interval. Report Summary The total for all fields for all agents in the report. agteam36: Agent Team Incoming/Outgoing Task Durations Daily Overview: Subject Table of task durations for incoming and outgoing tasks handled by agent teams by day.
Chapter 3 Agent Report Templates Agent By Team Reports DateTime The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime FTE Agents Logged On (8 hr shift) The FTE (full time equivalent) value for the number of agents logged on in the half hour interval, for an 8 hour shift. Derived from: Agent_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Total Duration of Completed Tasks Outgoing Active Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent actively working on outgoing external tasks in the half hour interval. For voice, this is the time spent by agents while talking on an outbound external call. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 3 Agent Report Templates Agent By Team Reports Incoming Hold Tasks Hold Time The total hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that were put on hold for the agent skill group during the interval. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf Incoming Hold Tasks Avg Hold Time The average hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that were put on hold for the agent skill group during the interval.
C H A P T E R 4 Peripheral and Peripheral Service Report Templates About Peripheral Reports In an IPCC environment, there are two WebView reports in the Peripheral category: • periph01: Peripheral Real Time Report, page 4-1 • periph06: VRU Peripheral Capacity Report, page 4-4 periph01: Peripheral Real Time Report Overview: Subject A table of the selected Peripheral(s) showing the current data for switch status, task and agent status, and service levels (for use with all peripheral types).
Chapter 4 Peripheral and Peripheral Service Report Templates About Peripheral Reports Datetime The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Peripheral_Real_Time.DateTime Status The current failure state of the peripheral: – 0 = normal operation – 1 - 31 = failures that do not affect functionality – 32 - 63 = degraded operation (task routing still possible) – 64 - 127 = failures that prevent task routing.
Chapter 4 Peripheral and Peripheral Service Report Templates About Peripheral Reports Mode The current mode of the peripheral as reported by the Peripheral Gateway (PG). – 0 = off-line – 1 = on-line Note that there might be situations where the Mode field and the Online field do not correlate. This can occur, for example, when both sides of a duplexed PG are inactive. – When SideA is active, Mode shows '1' and Online shows '1'.
Chapter 4 Peripheral and Peripheral Service Report Templates About Peripheral Reports periph06: VRU Peripheral Capacity Report See Periph06, page 10-52 for an illustration of this report. Overview: Subject A table showing statistics about the number of simultaneous calls in progress over time on the selected VRUs (This is applicable for VRU peripherals only). Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 4 Peripheral and Peripheral Service Report Templates About Peripheral Service Reports *Max Calls In Progress The maximum number of calls in progress at any sample point during the reporting period. This is implemented as the highest value of PeripheralRealTime.CallsInProgress encountered during the above sampling. Derived from: Peripheral_Half_Hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports persvc20: Peripheral Service for IVR Queue Half Hour Report, page 4-7 real-time A table summary of the activity in the selected IVR service(s) within the selected half-hour interval(s). The persvc20 and persvc21 reports are for IVR services that reside on IVR PGs that have Service Control reporting enabled and queue reporting enabled.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports • persvc27: Peripheral Service Real Time All Fields Report, page 4-31 persvc20: Peripheral Service for IVR Queue Half Hour Report Overview: Subject A table summary of the activity in the IVR queue, gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Data: Enterprise Name The enterprise name of the peripheral service. Derived from: Service.EnterpriseName Date Time (no label) The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month, day, year, hour, minute, second) format. Derived from: Service_Half_Hour.DateTime Tasks Offered The total number of calls associated with this service that arrived at the IVR in the half hour interval.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Total Aban Wait Time The total amount of time spent on the calls included in the Tasks Aban column. Derived from: Service_Half_Hour.DelayQAbandTimeToHalf Note When ICM is connected with IPCC through an IPCC Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. Service Level The ICM/IPCC Enterprise service level in the half hour interval.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports persvc21: Peripheral Service IVR Queue Daily Report Overview: Subject A table summary of the daily activity in the selected IVR queue(s). Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Data: Enterprise Name The enterprise name of the peripheral service. Derived from: Service.EnterpriseName Date (no label) The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Service_Half_Hour.DateTime Tasks Offered The total number of calls associated with this service that arrived at the IVR in this half hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Note When ICM is connected with IPCC through an IPCC Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. SL Aban Ignored The ICM/IPCC Enterprise service level where abandoned tasks are ignored. The calculation removes tasks abandoned after the service-level threshold for the half-hour interval. Derived from: Service_Half_Hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports persvc22: Peripheral Service IVR Self-Service Half Hour Report Overview: Subject A table summary of the activity of the selected IVR self-service(s), gathered in half-hour increments Purpose Shows the activity for the selected IVR service(s) for the selected time period. This report is intended for a Service Control IVR connected to IPCC/ICM via a IVR PIM (not via a NIC).
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Tasks Offered The total number of calls associated with this service that arrived at the IVR in the half hour interval. Note that Tasks Offered is not the sum of Tasks Handled and Tasks Abandoned. A call can be offered in one half hour and abandoned or answered in another half hour. Derived from: Service_Half_Hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Avg Aban Wait The average amount of time spent on the calls in the Tasks Aban column in the half hour interval. Derived from: Service_Half_Hour.AvgDelayQAbandToHalf Note When ICM is connected with IPCC through an IPCC Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. Service Summary A summary for each service for the interval.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports persvc23: Peripheral Service IVR Self-Service Daily Report Overview: Subject A table summary of daily IVR self-service activity Note Purpose This report displays the same data as the Persvc22 report, except the data here is broken down by day instead of by half hour. To show the self-service activity for the selected IVR(s) for the selected time period.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Date (no label) The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Service_Half_Hour.DateTime Tasks Offered The total number of calls associated with this service that arrived at the IVR in this half hour. Note that Tasks Offered is not the sum of Tasks Handled and Tasks Abandoned. A call can be offered in one half hour and abandoned or answered in another half hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Avg Aban Wait The average amount of time spent on the calls in the Tasks Aban column. Derived from: Service_Half_Hour.DelayQAbandTimeToHalf/ Service_Half_Hour.CallsAbandQToHalf Note When ICM is connected with IPCC through an IPCC Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. Service Summary A summary for each service for the interval.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Data: Enterprise Name The enterprise name of the peripheral service Derived from: Service.EnterpriseName DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month, day, year, hour, minute, second) format. Derived from: Service_Half_Hour.DateTime Service Level The ICM/IPCC Enterprise service level in the half hour interval. Derived from: Service_Half_Hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Completed Tasks: AHT The average handled task time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by the service in the half hour interval. HandleTime is tracked only for inbound ACD tasks that are counted as handled for the service. HandleTime is the time spent from the task being answered by the agent to the time the agent completed after-task work time for the task.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports persvc25: Peripheral Service Agent Daily Report See Persvc25, page 10-53 for an illustration of this report. Overview: Subject A daily table summary of agent call activity in the selected peripheral service(s) Note This report displays the same data as the Persvc24 report, except the data here is broken down by day instead of by half hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports SL Aban Ignored The ICM/IPCC Enterprise service level where abandoned tasks are ignored. The calculation removes tasks abandoned after the service-level threshold for the half-hour interval. Derived from: Service_Half_Hour.ServiceLevelCallsToHalf/ (Service_Half_Hour.ServiceLevelCallsOfferedToHalf Service_Half_Hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports *Completed Tasks: Aban Short Tasks The total number of tasks to the service during the half-hour interval that were too short to be considered abandoned. A task is determined to be a short task if it is abandoned before the Abandoned Call Wait Time expired. Short tasks are not considered abandoned and they are not accounted for in any of the ICM abandoned tasks calculations. Derived from: Service_Half_Hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports persvc26: Peripheral Service Historical All Fields Report Overview: Subject A table of all the selected peripheral services listing all the available peripheral-service half-hour report data for the selected interval. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Service_Half_Hour.DateTime Time Zone The time zone for the date and time. The value is the offset in minutes from Greenwich Mean Time (GMT). GMT is the time zone at the meridian at Greenwich, England. This time zone is used as an international standard.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports *Trans Out The number of tasks transferred out of the service in the half hour interval. The value is updated in the database when the transfer of the call is completed. Derived from: Service_Half_Hour.TransferOutCallsToHalf Routed The number of tasks associated with the service that were routed in the half hour interval. Derived from: Service_Half_Hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Service Level Tasks The number of tasks associated with the service that were answered within the ICM/IPCC Enterprise service level threshold in the half hour interval. Derived from: Service_Half_Hour.ServiceLevelCallsToHalf Service Level Aban The number of tasks associated with the service that abandoned within the service level threshold in the half hour interval. Derived from: Service_Half_Hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports *Delay Q Aban Time The time in HH:MM:SS (hours, minutes, seconds) that tasks associated with the service spent in queue before they abandoned the queue during the interval. These are tasks that were queued but were abandoned before being handled by an agent or trunk device. Derived from: Service_Half_Hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports *Short Tasks The total number of tasks associated with the service in the half hour interval that were too short to be considered abandoned. A task is determined to be a short task if it is abandoned before the Abandoned Call Wait Time expired. Short tasks are not considered abandoned and they are not accounted for in any of the ICM abandoned tasks calculations.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Hold Time The hold time for tasks to the service that ended in the half hour interval. Measured in HH:MM:SS (hours, minutes, seconds). Derived From: Service_Half_Hour.HoldTimeToHalf *Blind Transfer Out The number of tasks that were blind transferred out by agents in this service in the half hour interval. Derived From: Service_Half_Hour.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports persvc27: Peripheral Service Real Time All Fields Report Overview: Subject A table of all the selected peripheral services listing all the available service real-time report data. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports When ICM is connected with IPCC through an IPCC Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. Note *Avg Delay Q Now The average delay for tasks associated with the service that are currently in the queue for the service. Derived from: Service_Real_Time.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports ASA5 The average answer wait time for tasks associated with the service during the rolling five minute interval: AnswerWaitTimeTo5/ CallsOfferedTo5. Answer wait time is the elapsed time from when the task is offered at the peripheral to when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated with the task. Derived from: Service_Real_Time.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Tasks Routed Today The running (accumulative) total of tasks routed to this service by ICM software since midnight. Derived from: Service_Real_Time.CallsRoutedToday *Tasks Q Now The tasks in queue associated with the service now at the peripheral. Derived from: Service_Real_Time.CallsQNow *Tasks Q Now Time The total time of all tasks associated with the service currently in queue. Derived from: Service_Real_Time.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports *Peripheral Service Level Offer Today The number of tasks offered to the service used to calculate the peripheral service level since midnight. Derived from: Service_Real_Time.PeriphServiceLevelOfferToday *Peripheral Service Level 5 The service level for the service calculated by the peripheral during the rolling five minute interval. Derived from: Service_Real_Time.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Incoming5 The number of incoming tasks associated with the service during the rolling five minute interval. Incoming tasks include only Inbound ACD tasks arriving on trunks (that is, tasks that are not internally generated). Derived from: Service_Real_Time.CallsIncomingTo5 Tasks In Now The number of incoming tasks associated with the service currently in progress. Derived from: Service_Real_Time.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Handle Time5 The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service ending during the five-minute interval. Derived from: Service_Real_Time.HandleTimeTo5 Service Level 5 Aban The number of tasks associated with the service that were abandoned within the service level threshold during the rolling five minute interval. Derived from: Service_Real_Time.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Handled Today The running (accumulative) total of tasks associated with the service that were handled since midnight. Derived from: Service_Real_Time.CallsHandledToday Ans Today The number of tasks associated with the service that were answered by agents since midnight. Derived from: Service_Real_Time.CallsAnsweredToday Offered Today The number of incoming tasks offered to the service since midnight.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Service Level Today: Tasks The number of tasks associated with the service that were answered within the service level threshold since midnight. Derived from: Service_Real_Time.ServiceLevelCallsToday Service Level Today: Today The ICM/IPCC Enterprise service level for the service since midnight. Derived from: Service_Real_Time.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Incoming30 The number of incoming tasks associated with the service during the current half-hour interval. Incoming tasks include only Inbound ACD tasks arriving on trunks (that is, tasks that are not internally generated). Derived from: Service_Real_Time.CallsIncomingHalf Offered30 The number of incoming tasks plus internal tasks offered to this service during the current half-hour interval.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Service Level Half Offered The number of tasks associated with the service for which a service level event occurred during the current half-hour interval. Derived from: Service_Real_Time.ServiceLevelCallsOfferedHalf Service Level Half 30 The number of tasks associated with the service answered within the service level threshold during the current half-hour interval. Derived from: Service_Real_Time.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports *Auto Out Tasks Now The current number of agents talking on AutoOut (predictive) tasks associated with the service. Derived from: Service_Real_Time.AutoOutCallsNow Hold Time 5 The total hold or paused time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service that ended during the rolling five minute interval. Derived from: Service_Real_Time.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports Flow Out 5 The number of tasks flowed out of this service during the rolling five minute interval. Derived from: Service_Real_Time.OverflowOutTo5 Flow Out Today The number of tasks flowed out of this service since midnight. Derived from: Service_Real_Time.OverflowOutToday Flow Out 30 The number of tasks flowed out of this service during the current half-hour interval. Derived from: Service_Real_Time.
Chapter 4 Peripheral and Peripheral Service Report Templates IPCC Peripheral Service Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
C H A P T E R 5 Skill Group Report Templates The software tracks information about the skill groups at each peripheral.
Chapter 5 Skill Group Report Templates About Skill Groups Note Enterprise skill group reports display the same data fields as the peripheral skill group reports with the same number in the title. However, the enterprise reports have the added sort by enterprise skill group. For example: the "entskg21: Enterprise Skill Group Task Summary Half Hour Report" and the "perskg21: Peripheral Skill Group Task Summary Half Hour Report" have the same data fields with the preceding exception.
Chapter 5 Skill Group Report Templates Base Only Skill Group Reports Agent States in Multimedia Skill Groups In addition to the basic states, a non voice MRD agent state is used to indicate that IPCC/ICM has lost connection with the application instance that supports MRD. That is, when IPCC/ICM loses connection with the application instance supporting MRD X, agent A's state is set to WORK_NOT_READY. The MRD agent state allows IPCC/ICM software to capture the duration of a lost contact.
Chapter 5 Skill Group Report Templates Base Only Skill Group Reports perskg08: FTE for Peripheral Skill Groups Half Hour Report, page 5-108 IPCC and/or ICM Historical table Half-hour FTE counts for agents signed on, idle, available, talking, and in wrap-up.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports perskg31: IPCC Peripheral Skill Group Task Summary Half Hour Report, page 5-129 IPCC only historical table A table of the selected Peripheral Skill Group(s) showing each skill groups' call statistics, gathered in half-hour increments.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Template Name Applicable Environment Type Description entskg01: Enterprise Skill Group Status Real Time Report Template, page 5-10 IPCC and/or ICM real-time bar graph The numbers of agents in the talking, idle, available, and wrap-up states. entskg03: Enterprise Skill Group Agent Status Report, page 5-11 IPCC and/or ICM real time graph Percentage of agents in available, idle, talking, and wrap-up states.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports entskg27: Enterprise Skill Group Historical All Fields Report, page 5-42 IPCC and/or ICM historical table All fields in the Skill_Group_Half_Hour table sorted by enterprise skill group name. This report is for on-line viewing, or for export to Microsoft Excel. This report displays the same data as the perskg27 report, except that this report is first organized by enterprise skill group.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports entskg30: IPCC Enterprise Skill Group Status Real Time Report, page 5-29 IPCC only real-time table Real-time status data for enterprise skill groups. This report displays the same data as the perskg30 report, except that this report is first organized by enterprise skill group.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports entskg34: IPCC Enterprise Skill Group Performance Summary Daily Report, page 5-69 IPCC only historical table A summary of agent performance for each enterprise skill group for the selected day(s). This report displays the same data as the perskg34 report, except that this report is first organized by enterprise skill group.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports • entskg05: Enterprise Skill Group % Utilization of Ready Agents Report, page 5-13 • entskg14: IPCC Rolling 5-Minute Enterprise Skill Group Status Report, page 5-14 • entskg28: Enterprise Skill Group Real Time All Fields Report, page 5-16 • entskg29: Enterprise Skill Group Logout Real Time Report, page 5-29 • entskg30: IPCC Enterprise Skill Group Status Real Time Report, page 5-29 entskg01: Enterprise Skill Group Status
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Active The number of agents in the skill group who are working on incoming tasks or who are in one of the talking states. The Talking state tracks agents who are in either the Talking In, Talking Out, or Talking Other states (now or during an interval). The time agents spend in each of these states is tracked individually. A more general database table called TalkTime sums the time that agents spend in any of the talking states.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Purpose To show current agent status in the selected enterprise skill group(s). Applicable environment IPCC and/or ICM Template type Real-time graph Default sort order By enterprise skill group Drilldowns available No Schema database table Skill_Group_Real_Time Data: % Not Ready The percentage of agents in the skill group in the Not Ready state during the selected interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports % Hold The percentage of agents in the skill group that have all active calls on hold or whose state to the skill group is Paused. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold. Derived from: Skill_Group_Real_Time.Hold/ Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Media (no label) The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports FTE Log On5 The fraction of 5 minutes that agents in the skill group have been logged onto the system during an interval. Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5/ 300 FTE Not Ready5 The fraction of 5 minutes that agents in the skill group have been in the Not Ready state during an interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Queued Now The number of tasks currently queued for the skill group at the CallRouter and at the local ACD queue. Derived from: Skill_Group_Real_Time.RouterCallsQNow + Skill_Group_Real_Time.CallsQueuedNow entskg28: Enterprise Skill Group Real Time All Fields Report Overview: Subject A table of the selected enterprise skill group(s) listing all the available skill-group real-time report data.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName and Enterprise_Skill_Group.EnterpriseSkillGroupID DateTime The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Skill_Group_Real_Time.DateTime Log On The number of agents that are currently logged into the skill group.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Active Out The number of agents in the skill group currently talking on outbound calls. Derived from: Skill_Group_Real_Time.TalkingOut *Active Other The number of agents in the skill group currently talking on internal (neither inbound nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and supervisor calls. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Note This field is not applicable to IPCC Enterprise. In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Answered5 The number of calls answered by agents in the skill group during the past five minutes. The number of tasks begun includes only handled tasks and internal calls received, which are tracked in the CallsHandled and InternalCallsReceived fields, respectively. The count for CallsAnswered is updated in the database at the time the call is answered. A call is counted as answered when it reaches an agent or IVR.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Out Tasks5 The total number of completed outbound ACD calls or tasks made by agents in the skill group during the rolling five minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Skill_Group_Real_Time.AgentOutCallsTo5 *Transfer In5 The number of calls transferred into the skill group during the rolling five minute interval.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Avg Hand Active Time5 The average time in HH:MM:SS (hours, minutes, seconds) for tasks handled by the skill group during the rolling five minute interval. This value is calculated as follows:HandledCallsTalkTimeTo5/ CallHandledTo5. HandledCallsTalkTime includes the time agents in the skill group spend in the TalkingIn, TalkingOut, and TalkingOther states.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Out Time5 The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group took to complete outbound ACD calls during the rolling five minute interval. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Active Out Time5 The time in HH:MM:SS (hours, minutes, seconds) agents spent talking on outbound calls for the skill group during the rolling five minute interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Auto Out Time5 (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed AutoOut (predictive) calls handled by agents in the skill group during the rolling five minute interval. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Reserve Time5 (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed agent reservation calls handled by agents in the skill group during the rolling five minute interval. The ReserveCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Active Reserve Time5 (Outbound Option only) The time, in HH:MM:SS (hours, minutes, seconds), agents in the skill group spent talking on agent reservation calls during the rolling five minute interval. Derived from: Skill_Group_Real_Time.TalkingReserveTimeTo5 *Tasks Queued Now The number of calls currently queued to this skill group by the ACD. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Application Avail The number of agents belonging to this skill group who are currently ApplicationAvailable with respect to the Media Routing Domain to which the skill group belongs. Application Available means that the application software is responsible for routing tasks to the agent and that the agent is eligible to handle a task. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports entskg29: Enterprise Skill Group Logout Real Time Report Overview: A table listing all the agents currently logged out of the selected enterprise skill group(s) Subject This report displays the same data as the Perskg29 report, except that this report is first organized by enterprise skill group rather than by media.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Overview: Subject A table of the selected enterprise skill group(s) showing real-time skill group statistics. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media. Note If a call is queued to an Enterprise skill group, then the call will be queued at each peripheral skill group that belongs to the enterprise skill group.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports ASA5 The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the skill group. Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5/ Skill_Group_Real_Time.CallsAnsweredTo5 Handled The number of tasks that have been handled in the past 5 minutes. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Active Auto Out The number of agents in the skill group currently talking on AutoOut (predictive) calls. Derived from: Skill_Group_Real_Time.TalkingAutoOut *Active Preview The number of agents in the skill group currently talking on outbound Preview calls. Derived from: Skill_Group_Real_Time.TalkingPreview *Active Reservation The number of agents in the skill group currently talking on agent reservation calls.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports 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 half-hour interval). For example, an agent might be talking on an inbound call in one skill group while simultaneously logged on to and ready to accept calls from other skill groups.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Purpose To show the performance of the selected Enterprise skill groups for the selected time period. Provides information on how many incoming tasks and External Out (Outbound) tasks were completed, along with average times spent for incoming tasks. The report also provides information on how many incoming tasks were put on hold, the average hold time and the number of Full Time Equivalent (FTE) agents.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Completed Tasks: Incoming Avg Active Time The average time that agents in the skill group were actively working on a incoming task in the half hour interval. For voice, this is the average time spent while talking on a call. Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports entskg07: Enterprise Skill Group Performance Daily Report Overview: Report subject A table of the selected enterprise skill group(s) showing daily totals for incoming tasks handled. Note Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report). This includes any tasks which began before the time frame shown.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Completed Tasks Incoming Avg Wrap Time The average time that agents in the skill group spent in wrapup for incoming tasks handled in the half hour interval. Wrap-up work is task-related work performed by an agent after the task is over. Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf)/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Report Summary The total for all fields for all skill groups in the report. entskg08: Full Time Equivalent for Enterprise Skill Groups Half Hour Report See Entskg08, page 10-61 for an illustration of this report.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Applicable in an IPCC environment Yes Schema database table Skill_Group Enterprise_Skill_Group_Member Skill_Group_Half_Hour Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName + Enterprise_Skill_Group.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Number of Full Time Equivalent (FTE) Agents Other The FTE value for the number of agents in the Busy Other state in the half hour interval. Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 1800 Number of Full Time Equivalent (FTE) Agents Hold The FTE value for the number of agents in the Hold state in the half hour interval. Derived from: (Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Drilldowns available No Schema database table Enterprise_Skill_Group Skill_Group_Half_Hour Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName and Enterprise_Skill_Group.EnterpriseSkillGroupID Skill Group (no label) The member skill group's enterprise name and ID. Derived from: Skill_Group.EnterpriseName and Skill_Group.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports % BusyOther The percentage of agents in the skill group in the BusyOther state during the selected interval. Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf/ Skill_Group_Half_Hour.LoggedOnTimeToHalf) % Reserved The percentage of agents in the skill group in the Reserved state during the selected interval. Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Purpose To show all the available enterprise skill-group historical report data in the Skill_Group_Half_Hour database table so that you can select which data you want for a customized enterprise skill-group historical report Note This report is designed to be saved and exported or copied to another format. For example, you can export the report to an Excel spreadsheet and modify the report to suit your needs.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Ans Wait Time The time in HH:MM:SS (hours, minutes, seconds) that callers spent waiting for tasks to be responded to by the skill group in the half hour interval. AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for ICM systems) and NetQTime (for IPCC systems). Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Supervisor Assist Tasks The number of calls for which agents received supervisor assistance in the half hour interval. Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf *Supervisor Assist Time The time in HH:MM:SS (hours, minutes, seconds) that supervisor assisted calls occurred in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Out Hold Time The time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were placed on hold in the half hour interval. This value updated in the database when after-call work associated with the call (if any) is completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Work Ready Time The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Work Ready state in the half hour interval. Derived from: Skill_Group_Half_Hour.WorkReadyTimeToHalf Work Not Ready Time The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Work Not Ready state in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Transfer Out The number of calls transferred out of the skill group in the half hour interval. The value is updated in the database when the transfer of the call is completed. Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf Aban Ring For Voice: The total number of calls that were abandoned while the agent’s phone was ringing. For Non-voice: The total number of tasks that were abandoned while being offered to an agent.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Conf In The number of incoming calls the skill group agents were conferenced into. Incoming calls include ACD and non-ACD calls. For blind conferences in IPCC Enterprise, the value is updated in the database when an agent blind conferences the call to an IVR.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Internal In The number of internal calls received by skill group agents in the half hour interval. The value is incremented when the after-call work time associated with the call has completed. Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf *Internal In Time The time in HH:MM:SS (hours, minutes, seconds) that internal calls were received by skill group agents in the half hour interval.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Rtr Tasks AbandQ The number of tasks queued to the group by the CallRouter that were abandoned in the half hour interval. Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf Rtr Queue Tasks The number of tasks queued to the group by the CallRouter in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Auto Out Hold Tasks (Outbound Option only) The number of completed AutoOut (predictive) calls that agents in the skill group have placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Reserve Tasks (Outbound Option only) The total number of completed agent reservation calls made by agents in the skill group in the half hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Barge In Tasks The number of calls barged in on either by the supervisor or by the agent. Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf *Intercept Tasks The number of calls intercepted either by the supervisor or by the agent. Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf *Monitor Tasks The number of calls monitored either by the supervisor or by the agent. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports DB DateTime The date and time that data was last written to the ICM historical database (HDS) from the logger database. This is different from the time that the data was created. This is useful if you are extracting data from the historical database and you want to see when it was last updated. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports SL Error Count The count of calls that resulted in an error condition from a skill group within the skill group service level threshold in the last half hour interval. Derived from: Skill_Group_Real_Time.ServiceLevelErrorToHalf SL Tasks RONA The count of calls that are redirected with no answer within the skill group service level threshold in the last half hour interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports entskg31: IPCC Enterprise Skill Group Task Summary Half Hour Report See Entskg31, page 10-63 for an illustration of this report. Overview: Subject A table of the selected enterprise skill group(s) showing call statistics gathered in half-hour increments Note Completed tasks are all the tasks all tasks that completed during the time shown (that is, on the row in the report).
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Queued The number of tasks queued to the skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf Completed Tasks: Total The number of tasks received by this skill group for the half-hour interval. Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf + Skill_Group_Half_Hour.AbandonRingCallsToHalf + Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf + Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Completed Tasks: % Handled The percentage of completed tasks that were handled at the skill group in relation to the number of tasks queued to the skill group during the interval. Derived from: Skill_Group_Half_Hour.CallsHandledToHalf/ Total Calls Completed where Total Calls Completed = Skill_Group_Half_Hour.RouterCallsAbandQToHalf + Skill_Group_Half_Hour.AbandonRingCallsToHalf + Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Transfer Out The number of calls this agent transferred out of the skill group to other skill Groups or agents in the half hour interval. This includes Consultative calls. The value is updated in the database when the transfer of the call is completed. Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf + Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Enterprise Skill Group Summary The total for each field for each enterprise skill group. Report Summary The total for all fields for all skill groups in the report.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Skill Group The member skill group's enterprise name and ID. Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID Date (no label) The date of the selected row's data in MM/DD/YYYY (month, day, year) format. Derived from: Skill_Group_Half_Hour.DateTime Queued The number of tasks queued to the skill group during the half-hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Completed Tasks: % Aban The percentage of abandoned tasks in relation to all tasks completed by the skill group. This includes abandon in queue and abandon while ringing calls. Derived from: ((Skill_Group_Half_Hour.RouterCallsAbandQToHalf + Skill_Group_Half_Hour.AbandonRingCallsToHalf)/ (Skill_Group_Half_Hour.RouterCallsAbandQToHalf + Skill_Group_Half_Hour.AbandonRingCallsToHalf + Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Transfer In The number of incoming calls that were transferred to this skill group from other agents within the same peripheral that did not go to IVR for queuing. The value is updated in the database when the call is completed. In IPCC Enterprise with an IPCC System PG, a call is counted as offered as soon as it is sent to a skill group. In IPCC Enterprise, a call is counted as offered only when it is answered.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Intercept The number of calls intercepted either by an agent or by the supervisor. Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf Skill Group Summary The total for each field for each skill group. Enterprise Skill Group Summary The total for each field for each enterprise skill group. Report Summary The total for all fields for all skill groups in the report.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Agent State Times: Log On Duration The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group. Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Not Ready Time The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or the half hour interval, whichever is less. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Agent State Times: % Reserved Time The percentage of time that agents spent working on Reserved time in relation to LoggedOnTime or the half hour interval, whichever is less. Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf/ Skill_Group_Half_Hour.LoggedOnTimeToHalf) Agent State Times: % Utilization The percentage of time the agents spent working on calls in relation to the time Agents are ready.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Completed Tasks: Aban Hold The number of ICM routed calls in the half hour interval that abandoned while on hold at the agents’ phones and/or the number of paused tasks agents ended. Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf *Supv Assist The number of calls for which agents received supervisor assistance in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports entskg34: IPCC Enterprise Skill Group Performance Summary Daily Report Overview: Subject A table of the selected enterprise skill group(s) showing skill group statistics gathered in day increments. This report displays the same data as the Perskg24 report, except that this report is first organized by enterprise skill group rather than by media.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Agent State Times: % Not Active Time The percentage of time that agents have spent in the Not Active or Available state in relation to LoggedOnTime or interval, whichever is less. Derived from: Skill_Group_Half_Hour.AvailTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/ (Skill_Group_Half_Hour.LoggedOnTimeToHalf -Skill_Group_Half_Hour.NotReadyTimeToHalf)) ASA The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the time spent by callers when placed in queue and ringing at the agent’s desktop before the task is answered divided by the number of tasks answered. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Intercept The number of calls intercepted either by an agent or by the supervisor. Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf Skill Group Summary The total fields for each skill group. Enterprise Skill Group Summary The total fields for each enterprise skill group. Report Summary The total fields for all skill groups.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName and Enterprise_Skill_Group.EnterpriseSkillGroupID Skill Group The skill group's enterprise name and skill target ID. Derived from: Skill_Group.EnterpriseName and Skill_Group.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Completed Tasks: Handled The number of ICM Routed tasks handled within this skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: AHT The average handle time in HH:MM:SS (hours, minutes, seconds) for incoming tasks handled by the skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Agent State Times: Active Time The total time spent in the Active state within this skill group in the half hour interval, measured in HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal, although these call counts are not shown in this report. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Agent State Times: % Wrap Up Time The percentage of time the half hour 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_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Template type Historical table Default sort order By enterprise skill group name, then by skill group name, and then by date and time. Drilldowns available Yes Schema database tables Skill_Group Enterprise_Skill_Group, Skill_Group_Half_Hour, Enterprise_Skill_Group_Member Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports Completed Tasks: Aban For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf + Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Enterprise Skill Group Reports *Transfer Out The number of tasks this agent transferred to another agent or skill group. This includes Consultative Calls. The value is updated in the database when the transfer of the call is completed. Derived from: Skill_Group_Half_Hour.TransferredOutCallsToHalf + Skill_Group_Half_Hour.NetTransferredOutCallsToHalf *External Out For default skill groups: the number of times an agent initiated an outgoing external call.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Agent State Times: % Hold Time The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or interval, whichever is less. Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/ Skill_Group_Half_Hour.LoggedOnTimeToHalf) Agent State Times: % Reserved Time The percentage of time that agents have spent in Reserved state waiting for an ICM routed call from this skill group in relation to LoggedOnTime.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports provides. Click the template name for a detailed description. Peripheral Skill Applicable Group Report Name Environment Type Description perskg01: Peripheral Skill Group Status Real Time Report, page 5-83 IPCC and/or ICM real-time bar graph The numbers of agents in the talking, idle, available, and wrap-up states.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports perskg27: Peripheral Skill Group Historical All Fields Report, page 5-115 IPCC and/or ICM historical table All fields in the Skill_Group_Half_Hour table sorted by skill group name. This report is for on-line viewing, or for export to Microsoft Excel.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports perskg35: IPCC Peripheral Skill Group Consolidated Half Hour Report, page 5-145 IPCC only historical table The activity and the performance of the selected enterprise skill groups for the selected half-hour intervals. perskg36: IPCC Peripheral Skill Group Consolidated Daily Report, page 5-149 IPCC only Historical table The activity and the performance of the selected enterprise skill groups for the selected day(s).
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Data: Not Ready The number of agents in the skill group in the Not Ready state during an interval. Derived from: Skill_Group_Real_Time.NotReady Not Active The number of agents in the skill group who are NOT currently involved in tasks and who are ready to accept calls or tasks. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports perskg03: Peripheral Skill Group Agent State Status Report See Perskg03, page 10-55 for an illustration of this report. Overview: Subject A bar graph of the selected Peripheral Skill Group(s) showing the percentage of agents in each skill group in the Not Ready, Not Active, Active, Reserved, BusyOther, Interrupted, Hold, and Wrap-Up states.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports % Reserved The percentage of agents in the skill group currently in the Reserved state. Derived from: Skill_Group_Real_Time.ReservedAgents/ Skill_Group_Real_Time.LoggedOn % BusyOther The percentage of agents in the skill group currently in the BusyOther state. Derived from: Skill_Group_Real_Time.BusyOther/ Skill_Group_Real_Time.LoggedOn % Hold The percentage of agents in the skill group that have all active calls on hold.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Data: % Utilization The percent utilization is computed by dividing the total time agents spent handling calls by the total time agents were ready. To calculate the time that agents were ready, the report subtracts the Not Ready time from the total time that agents were logged on. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Report Summary The totals of each field in the report. perskg14: IPCC Rolling 5-minute Peripheral Skill Group Status Report See Perskg14, page 10-56 for an illustration of this report.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports FTE Not Active5 The FTE value for the number of agents in the Not Active state during an interval. The Not Active state is a state where the agent is ready to accept calls, but is not currently involved in call work. Derived from: Skill_Group_Real_Time.AvailTimeTo5/ 300 FTE Active5 The FTE value for the number of agents in the Talking In, Talking Out, and Talking Other states during an interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports perskg28: Peripheral Skill Group Real Time All Fields Report Overview: Subject A table of the selected peripheral skill group(s) listing all the available skill-group real-time report data. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Note Number of agents in a particular state with respect to skill group (This applies to the following 15 fields) Logged On The number of agents that are currently logged into the skill group. This count is updated each time an agent logs on and each time an agent logs off. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Work NotReady The number of agents in the skill group in the Work Not Ready state, a state in which an agent is involved in after task work and is assumed not to be ready to accept incoming tasks when done. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Note • Not applicable for IPCC Enterprise without an IPCC System PG and is not updated. In IPCC Enterprise with an IPCC System PG, this field is applicable and is updated when a call is queued to the skill group. For consistent values, in IPCC Enterprise regardless of whether or not there is an IPCC System PG, use “Router Longest Call In Q” which is derived from Skill_Group_Real_Time.RouterLongestCallInQ.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Router Longest Call In Q The time when the longest call in queue was queued for this skill group. Applicable to IPCC only. Derived from: Skill_Group_Real_Time.RouterLongestCallInQ Note In an ICM Enterprise deployment with an IPCC System PG, network queuing data is not available in the ‘child’ reports or in the child agent/supervisor desktop.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Current 5 Minutes Task Statistics: Answered The number of tasks begun by agents in the skill group during the rolling five minute interval. The number of tasks begun includes only handled tasks and internal calls received, which are tracked in the CallsHandled and InternalCallsReceived fields, respectively. The count for CallsAnswered is updated in the database at the time the call is answered.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Current 5 Minutes Task Statistics: Agent Out The number of agents in the skill group currently talking on outbound calls. Derived from: Skill_Group_Real_Time.AgentOutCallsTo5 *Current 5 Minutes Task Statistics: Transfer In The number of tasks transferred into the skill group during the rolling five minute interval.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Current 5 Minutes Task Statistics: Auto Out Active Time (Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) for completed AutoOut (predictive) calls handled by agents in the skill group during the rolling five minute interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Current 5 Minutes Task Statistics: Reserve Active Time (Outbound Option only) The total active time in HH:MM:SS (hours, minutes, seconds) for completed agent reservation calls handled by agents in the skill group during the rolling five minute interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Current 5 Minutes Agent Statistics: Avg Hand Time Average handle time in HH:MM:SS (hours, minutes, seconds) that for tasks counted as handled by the skill group during the rolling five minute interval. The value is calculated as follows:HandledCallsTimeTo5/ CallsHandledTo5. HandledCallsTime is tracked only for inbound ACD calls counted as handled for the skill group.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Current 5 Minutes Agent Statistics: Hold Time The time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent are on hold or paused during the rolling five minute interval. HoldTime is counted only while the agent is doing no other task related activity. HoldTime is included in the calculation of LoggedOnTime. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Current 5 Minutes Agent Statistics: Active Out Time The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on outbound calls for the skill group during the rolling five minute interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Current 5 Minutes Agent Statistics: Active Preview Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent talking on outbound Preview calls during the rolling five minute interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Current 5 Minutes SL Statistics: SL Tasks RONA The number of tasks that are redirected with no answer within the skill group service level threshold in the last five-minute interval. Applicable for IPCC only. Derived from: Skill_Group_Real_Time.ServiceLevelRONATo5 perskg29: Peripheral Skill Group Logout Real Time Report See Perskg29, page 10-57 for an illustration of this report.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports perskg30: IPCC Peripheral Skill Group Status Real Time Report See Perskg30, page 10-57 for an illustration of this report.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports ASA5 The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the skill group. Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5/ Skill_Group_Real_Time.CallsAnsweredTo5 Ans Within Service Level The count of calls that are answered within the skill group service level threshold during the rolling five minute interval. Derived from: Skill_Group_Real_Time.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Active In The number of agents in the skill group currently working on inbound tasks. Derived from: Skill_Group_Real_Time.TalkingIn *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.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Reserved The number of agents for the skill group currently in the Reserved state. Reserved is a state in which an agent is awaiting an interflowed call and is unavailable to receive any incoming calls. This state applies to agents on Northern Meridian ACDs only. Derived from: Skill_Group_Real_Time.ReservedAgents Busy Other The number of agents currently in the BusyOther state.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports perskg08: FTE for Peripheral Skill Groups Half Hour Report See Perskg08, page 10-55 for an illustration of this report. Overview: Subject A table of the selected Peripheral Skill Group(s) showing half-hour FTE (Full Time Equivalent) counts for agents signed on and in the Not Ready, Not Active, Active, Wrap Up, Hold, Reserved, and BusyOther states.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Data: Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Number of Full Time Equivalent (FTE) Agents Other The FTE value for the number of agents in the Busy Other state in the half hour interval. Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/ 1800 Number of Full Time Equivalent (FTE) Agents Hold The FTE value for the number of agents in the Hold state in the half hour interval. Derived from: (Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Applicable environment IPCC and/or ICM Template type Historical bar graph Default sort order By the skill group Drilldowns available No Schema database table Skill_Group_Half_Hour Data: Skill Group (no label) The member skill group's enterprise name and ID. Derived from: Skill_Group.EnterpriseName and Skill_Group.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports % BusyOther The percentage of agents in the skill group in the BusyOther state during the selected interval. Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/ Skill_Group_Half_Hour.LoggedOnTimeToHalf % Reserved The percentage of agents in the skill group in the Reserved state during the selected interval. Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Data: Peripheral Skill Group The name of the peripheral skill group. Derived from: Skill_Group.EnterpriseName DateTime (no label) The date and time at the start of the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports – HoldTime The PreviewCallsTime measurement begins at the time the task initiates, and ends at the time the agent completes any after-task work for the task. The database updates this value when any after-task work time associated with a task ends. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports perskg27: Peripheral Skill Group Historical All Fields Report Overview: Subject A table of the selected Peripheral Skill Group(s) listing all the available skill-group historical report data for the selected interval. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Callback Msg Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing callback messages in the half hour interval. Derived from: Skill_Group_Half_Hour.CallbackMessagesTimeToHalf Tasks Ans The number of tasks begun in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Internal Out The number of internal calls to the skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.InternalCallsToHalf *Internal Out Time The total time in HH:MM:SS (hours, minutes, seconds) that internal calls to the skill group occurred in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Agent Out Talk Time The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls handled by an agent in the skill group in the half hour interval. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Not Active Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not Active state in the half hour interval. Derived from: Skill_Group_Half_Hour.AvailTimeToHalf Not Ready Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Not Ready state in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Transfer Out Tasks The number of tasks transferred out of the skill group in the half hour interval. The value is updated in the database when the transfer of the call is completed. Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf Aban Ring Tasks For voice: the total number of calls that were abandoned while the agent’s phone was ringing.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Conf In Tasks The number of incoming calls skill group agents were conferenced into. Incoming calls include ACD and non-ACD calls. The value is incremented when the agent drops off the call of the call becomes a simple 2 party call. For blind conferences in IPCC Enterprise, the value is updated in the database when an agent blind conferences the call to an IVR.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Internal In The number of internal calls received by skill group agents in the half hour interval. The value is incremented when the after-call work time associated with the call has completed. Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf *Internal In Time The total time in HH:MM:SS (hours, minutes, seconds) that internal calls were received by skill group agents in the half hour interval.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Rtr Tasks AbandQ The number of tasks queued to the group by the CallRouter that were abandoned in the half hour interval. Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf Rtr Queue Tasks The number of tasks queued to the group by the CallRouter in the half hour interval. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Auto Out Hold Tasks (Outbound Option only) The total number of completed AutoOut (predictive) calls that agents in the skill group have placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Reserve Tasks (Outbound Option only) The total number of completed agent reservation calls made by agents in the skill group in the half hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Active Reserve Time (Outbound Option only) The number of seconds the agent spent talking on agent reservation calls in the half hour interval. TalkReserveTimeToHalf is included in the calculation of LoggedOnTimeToHalf. Derived from: Skill_Group_Half_Hour.TalkReserveTimeToHalf *Barge In Tasks The number of tasks barged in on either by the supervisor or by the agent. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data. • Not applicable to IPCC Enterprise without an IPCC System PG and is not updated.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports RTR Error Count The number of tasks that resulted in an error condition in the last half hour interval. Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf Service Level The service level for the skill group in the last half hour interval. Derived from: Skill_Group_Half_Hour.ServiceLevelToHalf SL Tasks The number of tasks that are answered within the skill group service level threshold in the half hour interval.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Net Conf Out The number of conference calls initiated by agents. Derived from: Skill_Group_Half_hour.NetConferencedOutCallsToHalf Net Conf Out Time The number of seconds spent on conference calls. Derived from: Skill_Group_Half_hour.NetConferencedOutCallsTimeToHalf Net Trans Out The number of tasks transferred out by agents in the half hour interval. Derived from: ASkill_Group_Half_hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Data: Media The skill group's media routing domain. Derived from: Media_Routing_Domain.EnterpriseName Skill Group The skill group's enterprise name and skill target ID Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY (month, day, year) format. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Completed Tasks: Handled The tasks handled by the skill group in the half hour interval. The count for handled tasks associated with a skill group is updated when the after-task work time associated with the task (if any) has completed. Derived from: Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: % Aban The percentage of abandoned tasks in relation to all tasks completed by the skill group.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Transfer In The number of incoming calls that were transferred to this skill group from other agents within the same peripheral that did not go to IVR for queuing. The value is updated in the database when the call is completed. In IPCC Enterprise with an IPCC System PG, a call is counted as offered as soon as it is sent to a skill group. In IPCC Enterprise, a call is counted as offered only when it is answered.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Barge In The number of calls barged in on either by an agent or by the supervisor in the half hour interval. Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf Intercept The number of calls intercepted either by an agent or by the supervisor in the half hour interval. Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf Skill Group Summary The total for each field for each skill group.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Drilldowns available Yes: When selected from the Base Only Skill Group template subcategory (that is, used as a base only skill group report). No: When selected from the Peripheral Skill Group template subcategory (that is, used as a peripheral skill group report). Schema database tables Media_Routing_Domain Skill_Group Skill_Group_Half_Hour Data: Media The skill group's media routing domain.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Completed Tasks: Redirect No Answer The number of tasks to the skill group that rang at an agent’s terminal and were redirected on failure to answer. The value is updated in the database at the time the call is diverted to another device. Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Handled The tasks handled by the skill group during the half-hour interval.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Internal Out For default skill groups: the number of times an agent initiated an outgoing internal call. For routing skill groups: the number of times an agent initiated a transfer or conference to an internal device. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Emerg Assist The number of emergency assist requests either by the agent or by the supervisor. Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf Barge In The number of calls barged in on either by an agent or by the supervisor. Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf Intercept The number of calls intercepted either by an agent or by the supervisor. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Data: Media The skill group's media routing domain. Derived from: Media_Routing_Domain.EnterpriseName Skill Group The skill group's enterprise name and skill target ID Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Agent State Times: % Wrap Time The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in relation to LoggedOnTime or the half hour interval, whichever is less. Derived from: ((Skill_Group_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Completed Tasks: Avg Active Time The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/ Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: Avg Wrap Time The Average Wrap Time in HH:MM:SS (hour, minutes, seconds) for tasks sent to the skill group in the half hour interval.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Report Summary The total fields for all skill groups. perskg34: IPCC Peripheral Skill Group Performance Summary Daily Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing performance statistics, gathered in day increments. This report displays the same data as the Entskg23 report except that this report is organized by media rather then by skill group.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Agent State Times: Log On Duration The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group. Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Not Ready Time The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or interval, whichever is less. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Agent State Times: % Reserved Time The percentage of time that agents have spent in Reserved state in relation to LoggedOnTime or interval, whichever is less. Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf/ Skill_Group_Half_Hour.LoggedOnTimeToHalf) Agent State Times: % Utilization The percentage of time the agents spent working on calls in relation to the time agents are ready.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Completed Tasks: Aban Hold The number of ICM routed calls that Abandon While on hold at agents’ phones and/or the number of paused tasks agents ended. Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf *Supv Assist The number of calls for which agents received supervisor assistance. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports perskg35: IPCC Peripheral Skill Group Consolidated Half Hour Report See Perskg35, page 10-59 for an illustration of this report. Overview: Subject A table of the selected Peripheral Skill Group(s) showing consolidated call and skill group statistics, gathered in half-hour increments. Note: Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report).
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Queued The number of tasks queued to this Skill Group. Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf ASA The average speed of answer measured in HH:MM:SS (hours, minutes, seconds) for the skill group as the total time callers spent ringing at the agent’s voice device (handled or internal calls) in relation to the number of tasks begun. Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Completed Tasks: Handled The number of ICM Routed tasks handled within this skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: AHT The average handle time in HH:MM:SS (hours, minutes, seconds) for incoming tasks handled by the skill group in the half hour interval. Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Agent State Times: Active Time The total time spent in talking state within this skill group, measured in HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal, although these call counts are not shown in this report. Derived from: Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Agent State Times: % Wrap Up Time The percentage of time that agents have spent in Wrap-up state after incoming or outgoing tasks in relation to LoggedOnTime or the half hour interval, whichever is less. Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/ Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Template type Historical table Default sort order By media routing domain, skill group, and then by date and time Drilldowns available Yes: When selected from the Base Only Skill Group template subcategory (that is, used as a base only skill group report). No: When selected from the Peripheral Skill Group template subcategory (that is, used as a peripheral skill group report).
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Note With the existence of a network VRU, this value includes time in the network queue. Completed Tasks: Total The total number of tasks completed by this Skill Group in the half hour interval. Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour.RouterCallsAbandQToHalf + Skill_Group_Half_Hour.AbandonRingCallsToHalf + Skill_Group_Half_Hour.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports *Transfer In The number of incoming tasks that were transferred to this skill group from other agents within the same peripheral that did not go to IVR for queuing. The value is updated in the database when the call is completed. In IPCC Enterprise with an IPCC System PG, a call is counted as offered as soon as it is sent to a skill group. In IPCC Enterprise, a call is counted as offered only when it is answered.
Chapter 5 Skill Group Report Templates IPCC Peripheral Skill Group Reports Agent State Times: % Not Ready Time The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or interval whichever is less. Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf/ Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Active Time The percentage of time that the agent of this skill group has spent in Active state in this Skill Group in relation to LoggedOnTime.
Chapter 5 IPCC Peripheral Skill Group Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
C H A P T E R 6 Trunk group for IP-IVR reports The trunk group IP-IVR templates are applicable for service control IVRs. They show how busy IVR ports are so you can ascertain if more ports are needed to adequately run the Contact Center. IVR ports have to be put into a trunk group in order to route calls to them. The Service Control protocol returns the number of ports and its status to ICM, so that ICM can report on them. Each Trunk Group represents one IVR platform (machine).
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates trkgrp22: IVR Ports Status Real Time Report, page 6-8 real-time table The status of the IVR ports in the selected IVR Port Groups trkgrp23: IVR Ports Performance Half Hour Report, page 6-9 historical table Half-hour counts of ports in-service and ports idle, and the seconds that all ports were busy trkgrp04: Trunks Real Time All Fields Report Overview: Subject A table of all the selected trunk groups listing all the a
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates All Busy Today Total number of seconds since midnight that all trunks in the group were busy. Derived from: Trunk_Group_Real_Time.AllTrunksBusyToday Aban30 The number of tasks to the trunk group abandoned in queue during the current half-hour interval Derived from: Trunk_Group_Real_Time.CallsAbandonedHalf Aban Today The number of tasks to the trunk group abandoned in queue since midnight. Derived from: Trunk_Group_Real_Time.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates In Service Time Today The time in HH:MM:SS (hours, minutes, seconds) trunks in the group have been in service since midnight. Derived from: Trunk_Group_Real_Time.InServiceTimeToday Inbound Time30 The time in HH:MM:SS (hours, minutes, seconds) trunks in the group have been in use for inbound tasks during the current half-hour interval. Derived from: Trunk_Group_Real_Time.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Template type Historical table Default sort order By trunk group and then by date and time Drilldowns available No Schema database tables Trunk_Group Trunk_Group_Half_Hour Data: Enterprise Name The enterprise name of the trunk group. Derived from: Trunk_Group.EnterpriseName DateTime The ICM Central Controller date and time that this data was last updated. Derived from: Trunk_Group_Half_Hour.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Busy All The time in HH:MM:SS (hours, minutes, seconds) in the half hour interval that all trunks in the group were busy. Derived from: Trunk_Group_Half_Hour.AllTrunksBusyToHalf In Service Time The time in HH:MM:SS (hours, minutes, seconds) that trunks in the group have been in service in the half hour interval. Derived from: Trunk_Group_Half_Hour.InServiceTimeToHalf Idle The number of non-busy trunks in the group now.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates trkgrp20: All Ports Busy Real Time Report Overview: Subject A bar graph of the time (in seconds) that all ports were busy since the end of the last half-hour interval. Purpose To show current amount of activity on IVR ports Use this report to ensure that your system is performing optimally. You should alert your system administrator if you see a consistent pattern of greater than half-hour all trunk busy conditions.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Default sort order By IVR port trunk group. Drilldowns available No Schema database tables Trunk_Group Trunk_Group_Real_Time Data: IVR Ports The enterprise name of the IVR ports. Derived from: Trunk_Group.EnterpriseName Ports Idle The number of non-busy ports in the trunk group for the current half-hour interval. Derived from: Trunk_Group_Real_Time.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Ports in Service The number of configured ports in the IVR group. Derived from: Trunk_Group_Real_Time.TrunksInService Ports Idle The number of IVR ports in the IVR group that are idle. Derived from: Trunk_Group_Real_Time.TrunksIdle All Ports Busy The Total time that all ports in the IVR group were busy for the current half-hour interval. Derived from: Trunk_Group_Real_Time.
Chapter 6 Trunk group for IP-IVR reports Trunk Group for IP IVR Report Templates Ports The number of ports in the group in service at the end of the half hour interval. Derived from: Trunk_Group_Half_Hour.TrunksInService % Busy The percentage of time that the trunk groups in service were in use in the half hour interval (for Inbound only). Derived from: Trunk_Group_Half_Hour.InUseInboundTimeToHalf / Trunk_Group_Half_Hour.
C H A P T E R 7 Outbound Option (Blended Agent) Reports The Outbound Option is an application that provides outbound dialing functionality along with the existing inbound capabilities of ICM software. With the Outbound Option, contact centers can be configured for automated outbound activities. This option allows agents who are not busy with inbound calls to perform outbound calls, thereby maintaining high agent productivity.
Chapter 7 Outbound Option (Blended Agent) Reports agtskg12: Outbound Option (Blended Agent) Reservation Task Detail Performance Report, page 3-143 Outbound Option (IPCC and/or ICM) historical table Task detail performance of reservation calls by skill group. imprul01: Import Status Real Time Report, page 7-19 Outbound Option (IPCC and/or ICM) real-time table The number of good, bad, and total records imported, or to be imported.
Chapter 7 Outbound Option (Blended Agent) Reports camqry12/13: Summary of Attempts per Campaign Half Hour Report/Summary of Attempts per Campaign Daily Report, page 7-28 Outbound Option (IPCC and/or ICM) historical table Summary of attempts per Campaign camqry14/15: Breakdown of Attempts (%) per Campaign Half Hour Report/ Breakdown of Attempts (%) per Campaign Daily Report, page 7-30 Outbound Option (IPCC and/or ICM) historical table Breakdown of attempts per Campaign Camqry16/17: Summary of Attem
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports dialer01: Dialer Real Time Report, page 7-16 Outbound Option (IPCC and/or ICM) real-time table Data for contacts, busy, voice, answering machine, and SITTone contacts detected by the dialer.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports camqry01: Call Counts of Query Rule within Campaign Real Time Report See camqry01, page 10-33 for an illustration of this report. Overview: Subject Purpose Applicable environment Template type Default sort order Drilldowns available Schema database tables Outbound Option Campaign Query Rule: All query rules within a campaign.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Busy The number of calls that detected a busy signal. Derived from: Campaign_Query_Rule_Real_Time.BusyCount No Answer The number of calls that were not answered. Derived from: Campaign_Query_Rule_Real_Time.NoAnswerDetectCount No Ringback The number of calls that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column. Derived from: Campaign_Query_Rule_Real_Time.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Wrong Number The number of contacts where the party answering the phone indicated the customer didn’t live there. Derived from: Campaign_Query_Rule_Real_Time.WrongNumberCount Canceled The number of calls where the dialer canceled a ringing customer call Derived from: Campaign_Query_Rule_Real_Time.CanceledDetectCount Dialer Abandon The number of calls abandoned by the dialer. Derived from: Campaign_Query_Rule_Real_Time.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports camqry02: Summary of Call Counts Per Campaign Real Time Report See camqry02, page 10-33 for an illustration of this report. Overview Subject Outbound Option Campaign Query Rules: Current status of all campaign records.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports No Answer The number of calls that were not answered. Derived from: Campaign_Query_Rule_Real_Time.NoAnswerDetectCount No Ringback The number of calls that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column. Derived from: Campaign_Query_Rule_Real_Time.NoRingBackDetectCount No Dialtone The number of calls that did not detect a dial tone.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Wrong Number The number of contacts where the party answering the phone indicated the customer didn’t live there. Derived from: Campaign_Query_Rule_Real_Time.WrongNumberCount Canceled The number of calls where the dialer canceled a ringing customer call Derived from: Campaign_Query_Rule_Real_Time.CancelledDetectCount Dialer Abandon The number of calls abandoned by the dialer. Derived from: Campaign_Query_Rule_Real_Time.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Template type Real-time table Default sort order By campaign name Drilldowns available No Schema database tables Campaign Data: Campaign Name The name of the campaign. Derived from: Campaign.CampaignName Start Zone 1 Time Campaign Start Zone 1 time measured in HH:MM:SS format. Campaign Start Zone 1 time is the start time that a customer can be phoned at Zone1. Zone 1 time and Zone 2 time cannot overlap.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports camqry04: Query Rule Dialing Times Real Time Report Overview: Subject The currently configured Campaign Query Rules dialing times.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Query Rule End Time The time in HH:MM:SS format that the query rule ends. Derived from: Campaign_Query_Rule.EndHours ':' Campaign_Query_Rule.EndMinutes Zone 1 Duration The total Zone 1 time. Home Duration = End Home Time – Start Home Time Derived from: (((Campaign.HomeEndHours * 60) + (Campaign.HomeEndMinutes)) - ((Campaign.HomeStartHours * 60) + (Campaign.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Purpose To display the status of each query rule within a campaign. Applicable environment Outbound Option (IPCC and/or ICM) Template type Real-time table Default sort order By campaign name and then by query rule name Drilldowns available No Schema database tables Campaign Query_Rule Campaign_Query_Rule_Real_Time Note The data in the Campaign_Query_Rule_Real_Time table is reset nightly.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports camqry06: Call Summary Count per Campaign Real Time See camqry06, page 10-34 for an illustration of this report. Overview: Subject Purpose Applicable environment Template type Default sort order Drilldowns available Schema database tables Outbound Option Campaign Query Rule: All campaign records. To display the status of each query rule within a campaign.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports dialer01: Dialer Real Time Report See dialer01, page 10-48 for an illustration of this report. Overview: Subject Purpose Applicable environment Template type Default sort order Drilldowns available Schema database tables Outbound Option Dialer: Contacts, busy, voice, answering machine, SIT Tone detects, no answer, and abandoned calls for each dialer.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports No Ringback The number of contacts today that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column. Derived from: Dialer_Real_Time.NoRingBackDetectHalf No Dialtone The number of contacts today that did not detect a dial tone. Derived from: Dialer_Real_Time.NoDialToneDetectHalf Fax The number of contacts today that detected a fax. Derived from: Dialer_Real_Time.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Canceled The number of contacts today where the dialer canceled a ringing customer call Derived from: Dialer_Real_Time.CancelledDetectHalf Dialer Abandon The number of contacts in the half-hour interval abandoned by the dialer. Derived from: Dialer_Real_Time.AbandonDetectToday Abandon to IVR The number of contacts today that were abandoned by the dialer.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Real-Time Reports Data: Dialer Name (no label) The name of the dialer. Derived from: Dialer.DialerName Port # The dialer port number. Derived from: Dialer_Port_Real_Time.PortNumber Status The status of the dialer port. Derived from: Dialer_Port_Real_Time.PortStatus Campaign Name The name of the campaign to which the dialer is assigned. Derived from: Campaign.CampaignName Query Rule Name The name of the query rule. Derived from: Query_Rule.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Drilldowns available No Schema database table Import_Rule Import_Rule_Real_Time Data: Import Name The name of the import rule. Derived from: Import_Rule.ImportRuleName Start Date The time the import rule is scheduled to start. Derived from: Import_Rule_Real_Time.DateTimeStart Status The status of the import rule. The status of the import rule.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports • camqry14/15: Breakdown of Attempts (%) per Campaign Half Hour Report/ Breakdown of Attempts (%) per Campaign Daily Report, page 7-30 • Camqry16/17: Summary of Attempts per Query Rule Within Campaign Half Hour Report/Summary of Attempts per Query Rule Within Campaign Daily Report, page 7-33 • Camqry18/19: Breakdown of Attempts (%) per Query Rule Within Campaign Half Hour Report/Breakdown of Attempts (%) per Query Ru
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Date Time (no label) The central controller date and time at the start of the half hour interval. Derived from: Campaign_Query_Rule_Half_Hour.DateTime Attempted Summary total of the number of calls attempted in the half hour interval. Derived from: Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf Requested Personal Callback The number of call-back contacts scheduled. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Network IVR The number of contacts in the half hour interval that detected a network answering machine. Derived from: Campaign_Query_Rule_Half_Hour.NetworkAnsMachineDetectToHalf Answering Machine The number of contacts in the half hour interval that detected an answering machine. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Abandon to IVR The number of contacts in the half hour interval that were abandoned by the dialer. However, instead of hanging-up on the customer the customer was transferred to an IVR which plays a message. Derived from: Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf Customer Abandon The number of contacts in the half hour interval where the customer hung-up immediately after picking up the phone.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Drilldowns available No Schema database table Campaign Campaign_Query_Rule_Half_Hour Data: Campaign Name The name of the campaign. Derived from: Campaign.CampaignName Query Rule Name The name of the query rule. Derived from: Query_Rule.QueryRuleName Date Time (no label) The central controller date and time at the start of the half-hour interval. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports No Ringback The number of contacts in the half hour interval that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column. Derived from: Campaign_Query_Rule_Half_Hour.NoRingBackDetectToHalf No Dialtone The number of contacts in the half hour interval that did not detect a dial tone. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Wrong Number The number of contacts in the half hour interval where the party answering the phone indicated the customer didn’t live there. Derived from: Campaign_Query_Rule_Half_Hour.WrongNumberCountToHalf Canceled The number of contacts in the half hour interval where the dialer canceled a ringing customer call Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports camqry12/13: Summary of Attempts per Campaign Half Hour Report/Summary of Attempts per Campaign Daily Report See camqry12, page 10-36 and camqry13, page 10-37 for an illustration of these reports.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Key Statistics: Dialer Aband & Aband to IVR The number of calls that were abandoned by the dialer or abandoned to IVR because of the non-availability of agents to take the call. Campaign configuration determines whether these calls are abandoned at the dialer or to IVR. Derived from: Campaign_Query_Rule_Half_Hour. AbandonToIVRToHalf + Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Did Not Dial: Agent Closed The number of preview/callback calls that were rejected by the agent (these customers will not be dialed). Derived from: Campaign_Query_Rule_Half_Hour.AgentClosedDetectToHalf These calls are not counted as attempted.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Answered: Right Party Connect The number of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled. Derived from: Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf/ Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Answered: Customer Aband The number of contacts in the half hour interval where the customer hung-up immediately after being connected to an agent. Derived from: Campaign_Query_Rule_Half_Hour. CustomerAbandonDetectToHalf/ Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf Customer Did Not Answer: Answering Machine Device The number of contacts in the half hour interval that detected an answering machine.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Camqry16/17: Summary of Attempts per Query Rule Within Campaign Half Hour Report/Summary of Attempts per Query Rule Within Campaign Daily Report See camqry16, page 10-40 and camqry17, page 10-41 for an illustration of these reports.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf + Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf + Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf Key Statistics: Right Party Connect The percentage of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled. Derived from: Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports 3. No Ringback from network when dial attempted 4. Network disconnected while alerting 5. Low Energy ("or dead air") call detected by the dialer 6. Operator intercept (SIT Tone) was returned from network when dial attempted Derived from: (Campaign_Query_Rule_Half_Hour.FaxDetectToHalf + Campaign_Query_Rule_Half_Hour.NoDialToneDetectToHalf + Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Schema database table Campaign Campaign_Query_Rule_Half_Hour Summaries Query Rule Summary, Campaign Summary, Report Summary Data: Campaign Name The name of the campaign. Derived from: Campaign.CampaignName Query Rule The name of the query rule. Derived from: Query_Rule.QueryRuleName Attempts The total number of outbound calls attempted. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Answered: Call back The number of call backs requested by the customer and the campaign is not configured for personal callback. Derived from: Campaign_Query_Rule_Half_Hour.CallbackCountToHalf/ Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf Customer Answered: Personal Call back The number of call back scheduled and requested by the customer and the campaign was configured for personal callback.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Customer Did Not Answer: Cancel The number of contacts in the half hour interval where the dialer canceled a ringing customer call. Derived from: Campaign_Query_Rule_Half_Hour.CanceledDetectToHalf/ Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf Problem: SIT Tone The number of contacts in the half hour interval that detected a Special Information Tone (SIT). Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Applicable environment Outbound Option (IPCC and/or ICM) Note In an event, if an agent is skilled for multiple skill groups in the same campaign, the agent statistics for their time in "ready" state is double-counted. For an active campaign, the time is expected to be less than 2 seconds per call between a customer call end and the beginning of the next reservation call.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Agent Time In Campaign: Wrap Up The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in ne of the campaign's skill groups. Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/ (Skill_Group_Half_Hour.LoggedOnTimeToHalf- Skill_Group_Half_Hour. BusyOtherTimeToHalf - Skill_Group_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Note This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent. This results in extraneous Router Error call reports which inflates the value in this column. Completed Calls: Dialer Aband To Other The number of calls which are in “abandon to IVR” state and have completed in a way not associated with a skill group in this campaign.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Completed Calls: Hit Rate The percentage % of the outbound calls (attempts) that reached a live voice. Derived from: (Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf + Campaign_Query_Rule_Half_Hour.WrongNumberCountToHalf + Campaign_Query_Rule_Half_Hour.CustomerNotHomeCountToHalf + Campaign_Query_Rule_Half_Hour.CustomerAbandonDetectToHalf + Campaign_Query_Rule_Half_Hour.CallbackCountToHalf + Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Schema database table Campaign Campaign_Query_Rule_Half_Hour Skill_Group_Half_Hour Summaries Campaign Summary Data: Campaign Name The name of the campaign. Derived from: Campaign.CampaignName Date Time (no label) The date and time at the start of the half hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Campaign_Query_Rule_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Not Connected: Script Error The number of calls that resulted in an error condition in the call routing script. Derived from:Skill_Group_Half_Hour.RouterErrorToHalf Dialer Aband To Other: Script Dequeued The number of calls that were initially abandoned to IVR because no agent was available and then queued to a skill group for this campaign and again removed from the queue during the half-hour interval.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Data: Dialer Name The name of the dialer. Derived from: Dialer.DialerName Date Time (no label) The central controller date and time at the start of the half-hour interval. Derived from: Dialer_Half_Hour.DateTime Attempted Summary total of the number of contacts dialed in the half hour interval. Derived from: Dialer_Half_Hour.ContactsDialedToHalf Requested Personal Callback The number of call-back contacts scheduled.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Fax The number of contacts in the half hour interval that detected a fax. Derived from: Dialer_Half_Hour.FaxDetectToHalf Network IVR The number of contacts in the half hour interval that detected a network answering machine. Derived from: Dialer_Half_Hour.NetworkAnsMachineDetectToHalf Answering Machine The number of contacts in the half hour interval that detected an answering machine. Derived from: Dialer_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Dialer Abandon The number of contacts in the half hour interval abandoned by the dialer. Derived from: Dialer_Half_Hour.AbandonDetectToHalf Abandon to IVR The number of contacts in the half hour interval that were abandoned by the dialer. However, instead of hanging-up on the customer the customer was transferred to an IVR which plays a message. Derived from: Dialer_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Port Status: In Service FTE The FTE value of registered dialer ports during the half hour interval. If this is less than the full number of ports allocated, then it describes a system issue where ports were offline for some period of time. Derived from: (Dialer_Half_Hour.IdlePortTime+Dialer_Half_Hour.ReservePortTime + Dialer_Half_Hour.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Dialer Statistics: Average Reservation Call The average length of a reservation call in seconds. Dialer_Half_Hour.ReservePortTime/ Dialer_Half_Hour.FutureUseInt1 imprul10: Import Rule Report See Imprul10, page 10-51 for an illustration of this report.
Chapter 7 Outbound Option (Blended Agent) Reports Outbound Option Historical Reports Record Status: Total The total number of records present in the import list. Derived from: Import_Rule_History.TotalRecords Record Status: Imported The total number of records imported into the Do Not Call List. Derived from: Import_Rule_History.GoodRecords Record Status: Failed The total number of import records which did not meet format criteria. These records are captured in an import error file.
C H A P T E R 8 Application Gateway, Path, Script Queue, and Routing Client Reports The Application Gateway allows ICM to query host systems that are running other contact center applications. ICM can then base routing decisions on the results obtained from the query. Use the application gateway reports to report on such data as the number of query requests issued to a host system and the delay involved in making queries. Use the script queue report for script queue statistics.
Chapter 8 Application Gateway, Path, Script Queue, and Routing Client Reports apgate11: Application Gateway Status Half Hour Report See Apgate11, page 10-24 for an illustration of this report. Overview Subject Purpose Applicable environment Template type Default sort order Drilldowns available Schema database table Data on requests made by the application gateway to a host system, gathered in half-hour increments. To show application gateway half-hour status for the selected time period.
Chapter 8 Application Gateway, Path, Script Queue, and Routing Client Reports Unavailable The number of requests attempted while no host system was available during the half-hour interval. Derived by: Application_Gateway_Half_Hour.UnavailableToHalf Errors The number of errors that occurred for requests to the host system during the half-hour interval. Derived by: Application_Gateway_Half_Hour.ErrorsToHalf Timeouts The number of requests to the host system that timed out during the half-hour interval.
Chapter 8 Application Gateway, Path, Script Queue, and Routing Client Reports Online DateTime The date and time at which the application instance associated with this application path established a connection with the CTI Server. Derived from: Application_Path_Real_Time.OnLineDateTime Application Online Whether or not the application path is currently online. Values are either 0 (off line) or 1 (on line). Derived from: Application_Path_Real_Time.
Chapter 8 Application Gateway, Path, Script Queue, and Routing Client Reports Version The script version. Derived from: Script.ScriptVersion Queue Node The Queue Node ID for the script. Derived from: Script_Queue_Real_Time.QueueNodeID Time in Queue The waiting time for the first element in the queue. Derived from: Script_Queue_Real_Time.LongestTimeInQueue Tasks Queued The number of tasks currently queued at the node. Derived from: Script_Queue_Real_Time.
Chapter 8 Application Gateway, Path, Script Queue, and Routing Client Reports Rcv In Error The number or routing requests from the routing client that produced errors during the rolling five minute interval. Derived from: Routing_Client_Five_Minute.RcvInErrorTo5 Timeout Tasks The number of route responses to the routing client that timed out during the rolling five minute interval. Derived from: Routing_Client_Five_Minute.
C H A P T E R 9 Translation Route Report Templates About Translation Route Reports Translation routes are used to transfer a call from one routing client to another and retain the details about call tracking, call data and cradle to grave reporting. They form an intermediate destination which is allocated when a script sends a call from a source routing client to a destination.
Chapter 9 Translation Route Report Templates About Translation Route Reports trroute11/trroute12: Translation Route Counts Half Hour Report/Translation Route Counts Daily Report Overview: Subject The total number of the translate route Counts by Half Hour Report Purpose To show the half hour translate counts the selected time period Applicable environment IPCC and/or ICM Template type Historical table Default sort order By Translation Route, Routing Client and then by date and time Drilldowns a
Chapter 9 Translation Route Report Templates About Translation Route Reports Router Time-outs The number of times the Router times out the Translation Route for a routing client. Derived from: Translation_Route_Half_Hour. RouterTimeOutsToHalf PG Time-outs The number of times PG times out the translation route for a routing client (This is not applicable for translation route to VRU). Derived from: Translation_Route_Half_Hour.
Chapter 9 About Translation Route Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
C H A P T E R 10 Sample Reports This chapter has illustrations of some of the WebView reports, organized by category. Each illustrated report is cross-referenced to the chapter that contains its field descriptions. Please note that these samples were generated from a limited database. A few samples show report layout only and have no data.
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Agent by Agent Reports Agent Reports 10-2 Agent Reports Agent03 See agent03: Agent Media Logout Status Report, page 3-12 for field descriptions of this report. Figure 10-1 agent03: Agent Media Logout Status Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Agent 04 See agent04: Agent Task Detail Activity Report, page 3-15 for field descriptions of this report. agent04: Agent Task Detail Activity Sample Reports Figure 10-2 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Agent 05 See agent05: Agent Task Detail Performance Report, page 3-18 for field descriptions of this report.
See agent20: Agent Real Time Report, page 3-4 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-4 agent 20: Agent Real Time Agent Reports 10-4 Agent20 Agent21 See agent21: Agent Task Summary Half Hour Report, page 3-23 for field descriptions of this report. Figure 10-5 agent21: Agent Task Summary Half Hour Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Agent 23 See agent23: Agent Performance Summary Half Hour Report, page 3-30 for field descriptions of this report. agent 23: Agent Performance Summary Half Hour Sample Reports Figure 10-6 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See agent24: Agent Performance Summary Daily Report, page 3-34 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-7 agent24: Agent Performance Summary Daily Agent Reports 10-6 Agent 24 Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Agent25 See agent25: Agent Consolidated Half Hour Report, page 3-38 for field descriptions of this report. agent25: Agent Consolidated Half Hour Sample Reports Figure 10-8 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See agent26: Agent Consolidated Daily Report, page 3-42 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-9 agent26: Agent Consolidated Daily Agent Reports 10-8 Agent26 Agent30 See agent30: Agent Not Ready Summary Report, page 3-59 for field descriptions of this report. Figure 10-10 agent30: Agent Not Ready Summary Chapter 10 Sample Reports Release 7.
Sample Reports agent31: Agent Not Ready Detail Figure 10-11 Chapter 10 See agent31: Agent Not Ready Detail Report, page 3-61 for field descriptions of this report. Release 7.2(1) Agent31 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Agtper22 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) See agtper22: Agent Peripheral Task Summary Daily Report, page 3-86 for field descriptions of this report. Figure 10-12 Agent Reports 10-10 Agent by Peripheral Reports agtper22: Agent Peripheral Task Summary Daily Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Agtper25 See agtper25: Agent Peripheral Consolidated Half Hour Report Template, page 3-97 for field descriptions of this report. agtper25: Agent Peripheral Consolidated Half Hour Sample Reports Figure 10-13 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Agtskg07 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) See agtskg07: Agent Skill Group Task Analysis Report, page 3-137 for field descriptions of this report. Figure 10-14 Agent Reports 10-12 Agent by Skill Group Reports agtskg07: Agent Skill Group Task Analysis Agtskg21 See agtskg21: Agent Skill Group Task Summary Half Hour Report, page 3-144 for field descriptions of this report.
Release 7.2(1) Chapter 10 Agtskg25 See agtskg25: Agent Skill Group Consolidated Half Hour Report, page 3-158 for field descriptions of this report. agtskg25: Agent Skill Group Consolidated Half Hour Sample Reports Figure 10-16 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Agtskg26 See agtskg26: Agent Skill Group Consolidated Daily Report, page 3-162 for field descriptions of this report.
See agtskg30: IPCC Agent Skill Group Real Time Report, page 3-126 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-18 agtskg30: IPCC Agent Skill Group Real Time Agent Reports 10-14 Agtskg30 Agent by Team Reports Agteam02 See agteam02: Agent Skill Group Status Report, page 3-180 for field descriptions of this report. Figure 10-19 agteam02: Agent Skill Group Status Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Agteam03 See agteam03: Agent Logout Status By Team Report, page 3-196 for field descriptions of this report. agteam03: Agent Logout Status Sample Reports Figure 10-20 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See agteam05: Agent Task Detail Performance Report By Team, page 3-201 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-21 agteam 05: Agent Task Detail Performance Agent Reports 10-16 Agteam05 agteam20 See agteam20: Agent Team Real Time Report, page 3-183 for field descriptions of this report. Figure 10-22 agteam20: Agent Team Real Time Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Agteam22 See agteam22: Agent Team Task Summary Daily Report, page 3-208 for field descriptions of this report. agteam22: Agent Team Task Summary Daily Sample Reports Figure 10-23 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See agteam24: Agent Team Performance Summary Daily Report, page 3-215 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-24 agteam24: Agent Team Performance Summary Daily Agent Reports 10-18 Agteam24 Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Agteam26 See agteam26: Agent Team Consolidated Daily Report, page 3-222 for field descriptions of this report. agteam26: Agent Team Consolidated Daily Sample Reports Figure 10-25 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See agteam29: Agent SkillGroup Assignments Real-Time, page 3-191 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-26 agteam29: Agent Team Skill Group Assignment Real Time Agent Reports 10-20 Agteam29 Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Agteam32 See agteam32: Agent Team State Counts Real Time Report, page 3-192 for field descriptions of this report. agteam32: Agent Team State Counts Real Time Sample Reports Figure 10-27 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See agteam33: Agent Team Incoming/Outgoing Task Durations With Agent Detail Half Hour, page 3-240 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-28 agteam33: Agent Team Incoming/Outgoing Task Durations With Agent Detail Half Hour Agent Reports 10-22 Agteam33 Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Agteam35 See agteam35: Agent Team Incoming/Outgoing Task Durations Half Hour, page 3-247 for field descriptions of this report. Sample Reports Figure 10-29 agteam35: Agent Team Incoming/Outgoing Task Durations Half Hour WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Apgate11 WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) See apgate11: Application Gateway Status Half Hour Report, page 8-2 for field descriptions of this report. Figure 10-30 apgate11: Application Gateway Status Half Hour Application Gateway Reports 10-24 Application Gateway Reports Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Call Type Reports Caltyp04 Sample Reports See caltyp04: Call Type Service Levels Real Time Report, page 2-4 for field descriptions of this report. Figure 10-31 caltyp04: Call Type Service Level Real Time 10-25 Call Type Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See caltyp05: Analysis of Calls Half Hour Report, page 2-28 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-32 caltyp05: Analysis of Tasks Half Hour Call Type Reports 10-26 Caltyp05 Caltyp20 See caltyp20: Call Type Real Time Report, page 2-5 for field descriptions of this report. Figure 10-33 caltyp20: Call Type Real Time Chapter 10 Sample Reports Release 7.
Sample Reports caltyp21: Call Type Half Hour Figure 10-34 Chapter 10 See caltyp21: Call Type Half Hour Report, page 2-30 for field descriptions of this report. Release 7.2(1) Caltyp21 10-27 Call Type Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See caltyp22: Call Type Daily Report, page 2-35 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-35 caltyp22: Call Type Daily Call Type Reports 10-28 Caltyp22 Caltyp25 See caltyp25: Call Type Queue Status Real Time Report (IPCC and Network Queue), page 2-23 for field descriptions of this report. Figure 10-36 caltyp25: Call Type Queue Status Real Time Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Caltyp26 See caltyp26: Call Type Tasks Offered Over Half Hour, page 2-24 for field descriptions of this report. caltyp26: Call Type Tasks Offered Over Half Hour Sample Reports Figure 10-37 See caltyp27: Call Type Queue Delay Status Real Time, page 2-25 for field descriptions of this report. Figure 10-38 caltyp27: Call Type Queue Delay Status Real Time 10-29 Call Type Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See caltyp28: Call Type Task Status Now Real Time Report (IPCC and Network VRU), page 2-27 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-39 caltyp28: Call Type Queue Tasks Status Now Real Time Call Type Reports 10-30 Caltyp28 Caltyp31 See caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report, page 2-52 for field descriptions of this report.
Release 7.2(1) Chapter 10 Caltyp33 See caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report, page 2-60 for field descriptions of this report. Sample Reports Figure 10-41 caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour 10-31 Call Type Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See caltyp35: VRU Calls Analysis Half Hour Report, page 2-68 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-42 caltyp35: VRU Call Type Analysis Half Hour Call Type Reports 10-32 Caltyp35 Caltyp37 See caltyp37: Call Type Service Level Abandons Daily Report, page 2-74 for field descriptions of this report. Figure 10-43 caltyp37: Call Type ServiceAbandons Daily Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 Outbound Option Reports camqry01 Sample Reports See camqry01: Call Counts of Query Rule within Campaign Real Time Report, page 7-5 for field descriptions of this report. Figure 10-44 camqry01: Call Counts Of Query Rule Within Campaign Real Time See camqry02: Summary of Call Counts Per Campaign Real Time Report, page 7-8 for field descriptions of this report.
See camqry06: Call Summary Count per Campaign Real Time, page 7-15 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-47 camqry06: Call Summary Count per Campaign Real Time Outbound Option Reports 10-34 camqry06 camqry10 See camqry10: Call Counts of Query Rule within Campaign Half Hour Report, page 7-21 for field descriptions of this report.
Release 7.2(1) Chapter 10 camqry11 See camqry11: Summary of Call Counts per Campaign Half Hour Report, page 7-24 for field descriptions of this report. Sample Reports Figure 10-49 camqry11: Summary of Call Counts per Campaign Half Hour 10-35 Outbound Option Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See camqry12/13: Summary of Attempts per Campaign Half Hour Report/Summary of Attempts per Campaign Daily Report, page 7-28 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-50 camqry12: Summary of Attempts per Campaign Half Hour Report Outbound Option Reports 10-36 camqry12 Chapter 10 Sample Reports Release 7.
Chapter 10 Release 7.2(1) camqry13 Figure 10-51 Sample Reports See camqry12/13: Summary of Attempts per Campaign Half Hour Report/Summary of Attempts per Campaign Daily Report, page 7-28 for field descriptions of this report. camqry13: Summary of Attempts per Campaign Daily Report 10-37 Outbound Option Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See camqry14/15: Breakdown of Attempts (%) per Campaign Half Hour Report/ Breakdown of Attempts (%) per Campaign Daily Report, page 7-30 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-52 camqry14: Breakdown of Attempts (%) per Campaign Half Hour Report Outbound Option Reports 10-38 camqry14 Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 camqry15 See camqry14/15: Breakdown of Attempts (%) per Campaign Half Hour Report/ Breakdown of Attempts (%) per Campaign Daily Report, page 7-30 for field descriptions of this report. Sample Reports Figure 10-53 camqry15: Breakdown of Attempts (%) per Campaign Daily Report 10-39 Outbound Option Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See Camqry16/17: Summary of Attempts per Query Rule Within Campaign Half Hour Report/Summary of Attempts per Query Rule Within Campaign Daily Report, page 7-33 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-54 camqry16: Summary of Attempts per Query Rule Within Campaign Half Hour Report Outbound Option Reports 10-40 camqry16 Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 camqry17 See Camqry16/17: Summary of Attempts per Query Rule Within Campaign Half Hour Report/Summary of Attempts per Query Rule Within Campaign Daily Report, page 7-33 for field descriptions of this report. Sample Reports Figure 10-55 camqry17: Summary of Attempts per Query Rule Within Campaign Daily Report 10-41 Outbound Option Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See Camqry18/19: Breakdown of Attempts (%) per Query Rule Within Campaign Half Hour Report/Breakdown of Attempts (%) per Query Rule Within Campaign Daily Report, page 7-35 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-56 camqry18: Breakdown of Attempts (%) per Query Rule Within Campaign Half Hour Report Outbound Option Reports 10-42 camqry18 Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 camqry19 See Camqry18/19: Breakdown of Attempts (%) per Query Rule Within Campaign Half Hour Report/Breakdown of Attempts (%) per Query Rule Within Campaign Daily Report, page 7-35 for field descriptions of this report. Sample Reports Figure 10-57 camqry19: Breakdown of Attempts (%) per Query Rule Within Campaign Daily Report 10-43 Outbound Option Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See camqry20/21: Campaign Consolidated Half Hour Report/Campaign Consolidated Daily Report, page 7-38 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-58 camqry20: Campaign Consolidated Half Hour Report Outbound Option Reports 10-44 camqry20 Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 camqry21 See camqry20/21: Campaign Consolidated Half Hour Report/Campaign Consolidated Daily Report, page 7-38 for field descriptions of this report. Sample Reports Figure 10-59 camqry21: Campaign Consolidated Daily Report 10-45 Outbound Option Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See camqry22/23: Campaign Consolidated Detailed Half Hour Report/Campaign Consolidated Detailed Daily Report, page 7-42 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-60 camqry22: Campaign Consolidated Detailed Half Hour Report Outbound Option Reports 10-46 camqry22 Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 camqry23 See camqry22/23: Campaign Consolidated Detailed Half Hour Report/Campaign Consolidated Detailed Daily Report, page 7-42 for field descriptions of this report. Sample Reports Figure 10-61 camqry23:Campaign Consolidated Detailed Daily Report 10-47 Outbound Option Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
See dialer01: Dialer Real Time Report, page 7-16 for field descriptions of this report. WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-62 dialer01: Dialer Real Time Outbound Option Reports 10-48 dialer01 dialer10 See dialer10: Dialer Call Result Summary Half Hour Report, page 7-44 for field descriptions of this report. Figure 10-63 dialer10: Status of each Dialer Half Hour Chapter 10 Sample Reports Release 7.
Release 7.2(1) Chapter 10 dialer11 See dialer11/12: Dialer Capacity Half Hour/Daily Report, page 7-47 for field descriptions of this report. dialer11: Dialer Capacity Half Hour Sample Reports Figure 10-64 10-49 Outbound Option Reports WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1) Figure 10-65 Dialer Capacity Daily Report Outbound Option Reports See dialer11/12: Dialer Capacity Half Hour/Daily Report, page 7-47 for field descriptions of this report. 10-50 dialer12 Chapter 10 Sample Reports Release 7.
Chapter 10 Sample Reports Outbound Option Reports Imprul10 See imprul10: Import Rule Report, page 7-49 for field descriptions of this report. Figure 10-66 Import Rule Report WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Peripheral Reports Peripheral Reports Periph06 See periph06: VRU Peripheral Capacity Report, page 4-4 for field descriptions of this report Figure 10-67 periph06: VRU Peripheral Capacity Report WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Peripheral Service Reports Peripheral Service Reports Persvc24 See persvc24: Peripheral Service Agent Half Hour Report, page 4-18 for field descriptions of this report. Figure 10-68 persvc24: Peripheral Service Agent Half Hour Persvc25 See persvc25: Peripheral Service Agent Daily Report, page 4-21 for field descriptions of this report. Figure 10-69 persvc25: Peripheral Service Agent Daily WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Skill Group Reports Skill Group Reports Peripheral Skill Group Reports Perskg01 See perskg01: Peripheral Skill Group Status Real Time Report, page 5-83 for field descriptions of this report. Figure 10-70 perskg01: Peripheral Skill Group Status Real Time WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Skill Group Reports Perskg03 See perskg03: Peripheral Skill Group Agent State Status Report, page 5-85 for field descriptions of this report. Figure 10-71 perskg03: Peripheral Skill Group Agent State Status Perskg05 See perskg05: Peripheral Skill Group % Utilization of Ready Agents Report, page 5-86 for field descriptions of this report.
Chapter 10 Sample Reports Skill Group Reports Figure 10-73 perskg08: FTE for Peripheral Skill Groups Half Hour ? Perskg14 See perskg14: IPCC Rolling 5-minute Peripheral Skill Group Status Report, page 5-88 for field descriptions of this report. Figure 10-74 perskg14: IPCC Rolling 5-minute Peripheral Skill Group Status WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Skill Group Reports Perskg29 See perskg29: Peripheral Skill Group Logout Real Time Report, page 5-103 for field descriptions of this report. Figure 10-75 perskg29: Peripheral Skill Group Logout Real Time Perskg30 See perskg30: IPCC Peripheral Skill Group Status Real Time Report, page 5-104 for field descriptions of this report.
Chapter 10 Sample Reports Skill Group Reports Perskg31 See perskg31: IPCC Peripheral Skill Group Task Summary Half Hour Report, page 5-129 for field descriptions of this report. Figure 10-77 perskg31: IPCC Peripheral Skill Group Task Summary Half Hour WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Skill Group Reports Perskg35 See perskg35: IPCC Peripheral Skill Group Consolidated Half Hour Report, page 5-145 for field descriptions of this report. Figure 10-78 perskg35: IPCC Peripheral Skill Group Consolidated Half Hour WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Skill Group Reports Enterprise Skill Group Reports Entskg06 See entskg06: Enterprise Skill Group Performance Half Hour Report, page 5-33 for field descriptions of this report. Figure 10-79 entskg06: Enterprise Skill Group Performance Half Hour WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Skill Group Reports Entskg08 See entskg08: Full Time Equivalent for Enterprise Skill Groups Half Hour Report, page 5-38 for field descriptions of this report. Figure 10-80 entskg08: FTE for Enterprise Skill Groups Half Hour WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Skill Group Reports Entskg09 See entskg09: Enterprise Skill Group Normalized Agent State Report, page 5-40 for field descriptions of this report. Figure 10-81 entskg09: Enterprise Skill Group Normalized Agent State Entskg14 See entskg14: IPCC Rolling 5-Minute Enterprise Skill Group Status Report, page 5-14 for field descriptions of this report.
Chapter 10 Sample Reports Skill Group Reports Entskg30 See entskg30: IPCC Enterprise Skill Group Status Real Time Report, page 5-29 for field descriptions of this report. Figure 10-83 entskg30: IPCC Enterprise Skill Group Status Real Time Entskg31 See entskg31: IPCC Enterprise Skill Group Task Summary Half Hour Report, page 5-57 for field descriptions of this report.
Chapter 10 Sample Reports Skill Group Reports Entskg35 See entskg35: IPCC Enterprise Skill Group Consolidated Half Hour Report, page 5-72 for field descriptions of this report. Figure 10-85 entskg35: IPCC Enterprise Skill Group Consolidated Half Hour WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Trunk Group Reports Trunk Group Reports Trkgrp23 See trkgrp23: IVR Ports Performance Half Hour Report, page 6-9 for field descriptions of this report. Figure 10-86 trkgrp23: IVR Ports Performance Half Hour WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Multimedia Reporting Sample Call Scenarios Scenario 1: Task in MRD X assigned to Agent A, Skill Group S, Service SV and Call Type CT by IPCC/ICM(Max Task Limit=1). In this scenario, an application instance prompts IPCC/ICM to assign an agent for a task in MRD X by sending a NewTask message to the MR PG. When the Router receives the NewTask, it runs a script that eventually picks Agent A.
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios 3. The Router sends a DoThisWithTask (DTWT) message to the MR PG and a pre-call message to the Agent PG for the peripheral to which Agent A belongs. These messages indicate that Agent A has picked for the task, and that the task is associated with skill group S and service SV. 4. When the MR PG receives the DTWT message, the PG sends the message to the application instance and creates a termination record (TCD) for the task request.
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Skill_Group_ReportFields Affected By Call Flow AgtSkg30 • Queued Now will be incremented. EntSkg27 / PerSkg27 • Task Offered and RTR Task Offered will be incremented. Router picks Agent A & sends DTWT and pre-call messages Call_Type_Report CallType 24 Fields Affected By Call Flow Router Tasks Q Now will be decremented.
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Call flow after assigning the task to Agent A Figure 10-88 Call flow after assigning the task to Agent A Call flow description: 1. While the agent is working on any task and receives a new task, the status of the agent will be Not Available in MRD X. When the task is complete, this status will change to ICM Available and the MRD X state will change from Active to Not Active.
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Reporting metrics update: The following describes how other important reporting metrics change based on the scenario progress.
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Agent PG receives StartTask message Call_Type_Report CallType 24 Fields Affected By Call Flow The following fields will be incremented: • Tasks Ans 5 • Tasks Ans 30 • Tasks Ans Today • Answer Wait Time 5 • Answer Wait Time 30 • Answer Wait Time Today The following fields will be incremented if ServiceLevelThreshold > =133 for CalType (133 = answer wait time for this task): • Service Level Tasks 5 • Service Level Tasks 30 •
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Call_Type_Report CallType 23 Fields Affected By Call Flow The following fields will be incremented: • Tasks Ans 5 • Tasks Ans 30 • Tasks Ans Today • Answer Wait Time 5 • Answer Wait Time 30 • Answer Wait Time Today The following fields will be incremented if ServiceLevelThreshold > =133 for CalType (133 = answer wait time for this task): • Service Level Tasks 5 • Service Level Tasks 30 • Service Level Tasks today • Servi
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Service_Report EntSvc23 Fields Affected By Call Flow The following fields will be incremented: • Talking • Answered • Answered • Answered • Ans Wait Time 5 • Ans Wait • Ans Wait Time Today The following fields will be incremented if ServiceLevelThreshold > =133 for Service (133 = answer wait time for this task): • SL Tasks 5 • Peripheral SL Tasks 30 • Peripheral SL Tasks Today • SL Tasks Offered 5 • SL Tasks Offered 3
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Agent PG receives EndTask message Call_Type_Report CallType 24 CalTyp23 Skill_Group Report EntSkg28 / PerSkg28 EntSkg27 / PerSkg27 Fields Affected By Call Flow The following fields will be incremented: • Handled 5 • Handled 30 • Handled Today • Handle Time 5 • Handle Time 30 • Handle Time Today • Talk Time 5 • Talk Time 30 • Talk Time Today • Hold Time 5 • Hold Time 30 • Hold Time Today The following fields will
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Agent_Skill_Group Report AgtSkg27 Fields Affected By Call Flow The following fields will be incremented: • Incoming Tasks: – Handled – Hold – Handled Time – Handled – Hold Time Service Report EntSvc23 Fields Affected By Call Flow The following fields will be incremented: • Handled 5 • Handled • Handled Today • Handled Time 5 • Handled Time 30 • Handled Time Today • Talk Time 5 • Talk Time 30 • Talk Time Today • Hold T
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Scenario 2: Task in MRD X assigned to Agent A, Skill Group S, Service SV and Call Type CT by IPCC/ICM (Max Task Limit = 1). Customer abandons before Agent starts task. In this scenario, an application instance prompts IPCC/ICM to assign an agent for a task in MRD X by sending a NewTask message to the MR PG. When the Router receives the NewTask, it runs a script that eventually picks Agent A.
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Call flow after the task is assigned to Agent A Figure 10-90 Call flow after assigning the task to Agent A Call flow description 1. While the agent is working on a task and receives a new task, the status of the agent will be Not Available in MRD X. When the task is complete, this status will change to ICM Available and the MRD X state will change from Active to Not Active.
Chapter 10 Sample Reports Multimedia Reporting Sample Call Scenarios Call_Type_Report CallType 24 CallType 23 Fields Affected By Call Flow The following fields will be incremented: • Router Tasks Aban Q 5 • Router Tasks Aban Q 30 • Router Tasks Aban Q Today • Delay Q Aban Time 5 • Delay Q Aban Time 30 • Delay Q Aban Time Today Router Tasks Q Now will be decremented The following fields will be incremented: • Router Tasks Aban Q 30 • Skill_Group Report EntSkg28 / PerSkg28 EntSkg27 / PerSkg27
INDEX agteam02 A Agent Team Status Report agent03 agteam03 Agent Media Logout Status Report 3-12 Agent Team Media Logout Status Report MERGEFORMAT 3-196 agent04 Agent Task Detail Activity Report agteam04 3-15 Agent Task Detail Activity Report agent05 Agent Task Detail Performance Report 3-198 agteam05 3-18 Agent Task Detail Performance Report agent06 Agent State Trace Detail By Events Report Agent Team Real Time 3-183 agteam21 3-4 Agent Team Task Summary Half Hour Report agent21 Agent
Index Agent Team Incoming/Outgoing Task Durations With Agent Detail Half Hour 3-240 agteam34 Agent Team Incoming/Outgoing Task Durations Half Hour 3-247 agteam36 agtskg05 3-134 agtskg06 Outbound Option (Blended Agent) Status Report 3-120 agtskg07 Agent Team Incoming/Outgoing Task Durations Daily 3-251 Agent Skill Group Task Analysis Report 3-137 agtskg10 agtper03 Agent Peripheral Media Logout Status Report 3-74 agtper04 Agent Peripheral Task Detail Activity Report 3-76 Outbound Option (Blended
Index Application Path Real Time Report Call Type Abandon/Answer Cumulative Distribution Report 2-64 8-3 available (avail) caltyp35 entskg03 VRU Calls Analysis Half Hour Report Enterprise Skill Group Agent Status Report MERGEFORMAT 5-10 2-68 caltyp36 VRU Calls Analysis Daily Report 2-71 caltyp37 C Call Type Service Level Abandons Daily Report camqry02 caltyp04 Task Type Service Level Real Time Report Call Counts of Query Rule within Campaigns Real Time Report 7-4 2-4 caltyp05 Analysis of C
Index entskg01 Enterprise Skill Group Status Real Time Report Template 5-10 IPCC Enterprise Skill Group Performance Summary Half Hour Report 5-65 entskg34 entskg03 Enterprise Skill Group Agent Status Report IPCC Enterprise Skill Group Performance Summary Daily Report 5-69 5-11 entskg35 Enterprise Skill Group Agent Status Report MERGEFORMAT 5-10 IPCC Enterprise Skill Group Consolidated Half Hour Report 5-72 entskg05 Enterprise Skill Group % Utilization of Ready Agents Report 5-13 entskg36 IPCC Ente
Index perskg11 Peripheral Service IVR Queue Daily Report Outbound Option (Blended Agent) Statistics by Skill Group Report 5-87 persvc22 Peripheral Service IVR Self-Service Half Hour Report 4-13 perskg12 Outbound Option (Blended Agent) Task Detail Performance In Skill Groups Half Hour Report 4-10 persvc23 5-112 Peripheral Service IVR Self-Service Daily Report 4-16 perskg14 IPCC Rolling 5-minute Peripheral Skill Group Status Report 5-88 perskg27 persvc24 Peripheral Service Agent Half Hour Report 4-
Index WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.
