All Fields Historical Reports - Cisco · •Reason_Code ... Available Fields in the Agent Not Ready Detail Grid View. Column (Field) Description Acodeandtext(ifconfigured)fromtheperipheralthat

All Fields Historical Reports

• Agent Historical All Fields, page 1

• Agent Not Ready Detail, page 5

• Agent Precision Queue Historical All Fields, page 7

• Agent Queue Interval, page 12

• Agent Skill Group Historical All Fields, page 17

• Agent Team Historical All Fields, page 24

• Call Type Abandon/Answer Distribution Historical, page 29

• Call Type Historical All Fields, page 33

• Call Type Queue Interval All Fields, page 39

• Call Type Skill Group Historical All Fields, page 42

• Enterprise Service Historical All Fields, page 45

• Enterprise Skill Group Historical All Fields, page 49

• IVR Ports Performance Historical, page 53

• Peripheral Service Historical All Fields, page 55

• Peripheral Skill Group Historical All Fields, page 58

• Precision Queue Abandon Answer Distribution Historical, page 66

• Precision Queue Efficiency, page 69

• Precision Queue Efficiency Drill Down, page 72

• Precision Queue Interval All Fields, page 73

• Skill Group Abandon-Answer Distribution Historical, page 79

Agent Historical All FieldsThe Agent Historical All Fields report presents a historical view of the activity of selected agents, showingeach agent's skill groups, completed tasks, and agent state times.

Cisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1) 1

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

Views: This report has only a grid view.

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

Value List: Agents

Database Schema Tables from which data is retrieved:

• Agent

• Agent_Skill_Group_Interval

• Skill_Group

• Person

• Media_Routing_Domain

• Agent_Interval

• Precision_Queue

Available Fields in the Agent Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current.

In addition to the fields that appear by default as Current, most Available fields in this report are derived fromthe Agent_Interval and Agent_Skill_Group_Interval tables.

Handled is derived from CallsHandled in the Agent_Skill_Group_Interval table.

Handled is the number of inbound calls that were answered and have completed wrap-up by agents in theskill group during the interval.

Wrap Time, is a calculated field derived from: Agent_Skill_Group_Interval.WorkNotReadyTime +Agent_Skill_Group_Interval.WorkReadyTime.

Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up onincoming and outgoing tasks in the interval.

Current Fields in the Agent Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template. You canchange them.

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

DescriptionColumn (Field)

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

The last name and first name of the agent.

Agent Name

Derived from: Skill_Group.EnterpriseName.

The agent skill group's enterprise name.

Skill Group Name

Cisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1)2

All Fields Historical ReportsAvailable Fields in the Agent Historical All Fields Grid View


Derived from: Agent_Interval.DateTime.

The date and time of the selected row's data in MM/DD/YYYY (month, day,year) and HH:MM:SS (hours, minutes, seconds) format.

DateTime

COMPLETED TASKS

Derived from: Agent_Skill_Group_Interval.CallsHandled.

The number of inbound calls that were answered and have completed wrap-upby agents in the skill group during the interval.

Handled

This is a calculated field, derived from:

Agent_Skill_Group_Interval.HandledCallsTime/Agent_Skill_Group_Interval.CallsHandled.

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

AHT

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

The number of incoming calls to this agent that were placed on hold in theinterval.

Held

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

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

Avg Hold

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

For voice: the total number of calls that were abandoned while the agent'sphone was ringing.

For non-voice: the total number of tasks that were abandoned while beingoffered to an agent.

Aban Rings

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

The number of tasks that left the agent's phone or terminal that were redirectedto another dialed number because of no answer in the interval.

RONA

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

The number of Unified ICM routed calls to the agent that were abandonedwhile the call was on hold and the number of paused tasks that the agent endedin the interval.

Aban Hold


All Fields Historical ReportsCurrent Fields in the Agent Historical All Fields Grid View


Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

The number of incoming calls that were transferred to this agent from otheragents within the same peripheral that did not go to IVR for queuing in theinterval. This value is updated when the agent completes the call.

For blind transfers in the Unified CCE with a Unified CCE System PG, thisfield updates when the call that was blind transferred to an IVR is subsequentlytransferred to another agent and the agent answers the call. For this call scenariothis field is not updated in the Unified CCE without a Unified CCE SystemPG.

Trans In

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

The number of calls this agent transferred to another agent or skill group inthe interval. This includes Consultative Calls if this transfer was consultative-notblind. The value is updated at the time the agent completes the transfer of thecall.

Trans Out

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

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

Ext Out

AGENT STATE TIMES

Derived from: Agent_Interval.LoggedOnTime.

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

Log On Duration

This is a calculated field, derivedfrom:(Agent_Skill_Group_Interval.TalkInTime +Agent_Skill_Group_Interval.TalkOutTime +Agent_Skill_Group_Interval.TalkOtherTime +Agent_Skill_Group_Interval.TalkAutoOutTime +Agent_Skill_Group_Interval.TalkPreviewTime +Agent_Skill_Group_Interval.TalkReserveTime) /Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent talking on calls in this skill groupin relation to the agent's LoggedOnTime.

%Active

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

The percentage of time that the agent put a call on hold or paused a task inrelation to LoggedOnTime or the interval, whichever is less.

%Hold


All Fields Historical ReportsCurrent Fields in the Agent Historical All Fields Grid View


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

The percentage of time that the agent spent in the Not Active or Available statein relation to LoggedOnTime. Applies to all skill groups.

%Not Active

This is a calculated field, derived from: Agent_Interval.NotReadyTime /Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent in the Not Ready state in relationto LoggedOnTime or the interval, whichever is less. Applies to all skill groups.

%Not Ready

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

The percentage of time that the agent spent in Reserved state waiting for taskfrom this skill group in relation to LoggedOnTime.

%Reserved

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

WorkNotReadyTime)/Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent in Wrap-up state after an incomingor outgoing calls to/from this skill group in relation to LoggedOnTime.

The agent state time percentages in the Report Summary row only adds up to100% after you select all the skill groups for an agent. When viewing a subsetof an agent's skill groups, the percentages may not balance.

%Wrap Up

Report Summary: This report has a report summary for all data.

Agent Not Ready DetailUse this report to identify how agents are spending their time when they are not handling contacts. Not Readyreason codes can be used for agents to identify this time via numeric codes for things like Break, Training orFollow up. This report can be used to identify which Not Ready states have been used and how much timehas been spent in each of them.

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

Views: This report only has a grid view.

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

Value List: Agent


• Agent

• Agent_Event_Detail


All Fields Historical ReportsAgent Not Ready Detail


• Person

• Reason_Code

The report summarizes states by login date time. Therefore, you might see one row for an agent's entire loginsession rather than individual rows for each state change.

Important: To report on Agent Not Ready reason codes, configure the Not Ready Reason codes in the ICMConfigurationManager AND on the agent desktop software (Computer Telephony Integration (CTI) or CiscoAgent Desktop).

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

Available Fields in the Agent Not Ready Detail Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are:

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

• Reason Code Derived from Reason_Code.ReasonCodeName (if reason code text is configured) andAgent_Event_Detail.ReasonCode.

• Skill Target ID Derived from: Agent_Event_Detail.skilltargetid.

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

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

Current Fields in the Agent Not Ready Detail Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The first and last name of the agent.

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

Agent Name

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

This is a calculated field derived fromAgent_Event_Detail.LoginDateTime.

Log On Date Time

The amount of time the agent was logged in, measured inHH:MM:SS (hours, minutes, seconds) format.

This is a calculated field derived from: (Agent_Event_Detail.LoginDuration).

Log On Duration


All Fields Historical ReportsAvailable Fields in the Agent Not Ready Detail Grid View


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

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

Reason Code

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

Derived from: Agent_Event_Detail.Duration.

Duration

The percent of the agent's total login session that the agentspent in the Not Ready state for the given reason.

Derived from: Agent_Event_Detail.Duration /Agent_Event_Detail.LoginDuration.

% Log On Duration

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

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

% Not Ready

Report Summary: This report has a summary row for Agent Name and a report summary for all data. Formore information, see Report summary rows.

Agent Precision Queue Historical All FieldsUse this report to review the outcome of calls by Precision Queue and agent state percentages per PrecisionQueue. This report is comparable to the Agent Skill Group Historical report..

Views: This report has a grid view only.

Grouping: This report is grouped and sorted by Precision Queue name and then by Agent Name.

Value List: Precision Queue


• Agent

• Agent_Interval


• Attribute

• Person

• Precision_Queue


All Fields Historical ReportsAgent Precision Queue Historical All Fields

UCCE_BK_UD56CF96_00_ucce-reporting-user-guide_chapter_010010.pdf#unique_20

Available Fields in the Agent Precision Queue Historical All Fields Grid ViewAvailable fields for this report include the fields that display by default as Current.

In addition to the fields that display by default as Current, most Available fields in this report are derived fromthe Agent_Interval and Agent_Skill_Group_Interval tables.

Handled is derived from CallsHandled in the Agent_Skill_Group_Interval table.

Handled is the number of inbound calls for which agents in the precision queue during the interval answeredand completed wrap-up.

All fields, excluding one, take their value directly from the database.

Current Fields in the Agent Precision Queue Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



Derived from: Precision_Queue.EnterpriseName

The enterprise name of the Agent Precision Queue.

Precision Queue

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


Agent Name

Derived from:Agent_Skill_Group_Interval.DateTime.

The date and time of the data for a selected row.

DateTime

The attributes used in the precision queue definition.The report shows only those attributes that are used.

Attributes

COMPLETED TASKS

Derived from: Agent_Skill_Group_Interval.CallsHandled

The number of inbound calls for which agents in theprecision queue during the interval answered andcompleted.

Handled

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

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

AHT


All Fields Historical ReportsAvailable Fields in the Agent Precision Queue Historical All Fields Grid View


Derived from:Agent_Skill_Group_Interval.IncomingCallsOnHold

The number of incoming calls to this agent that areplaced on hold in the interval.

Held

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

The average time in HH:MM:SS (hours, minutes,seconds) for calls placed on hold in the interval, forall incoming calls which include hold time.

Avg Hold

Derived from:Agent_Skill_Group_Interval.AbandonRingCalls

For voice: the total number of calls that are abandonedwhile the agent phone is ringing.

For non-voice: the total number of tasks that areabandoned when offered to an agent.

Aban Rings

Derived from:Agent_Skill_Group_Interval.RedirectNoAnsCalls

The number of tasks that left the agent phone orterminal that are redirected to another dialed numberbecause of no answer in the interval.

RONA

Derived from:Agent_Skill_Group_Interval.AbandonHoldCalls

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

Aban Hold

Derived from:Agent_Skill_Group_Interval.TransferredInCalls

The number of incoming calls that are transferred tothis agent from other agents within the sameperipheral that do not go to IVR for queuing in theinterval. This value is updated when the agentcompletes the call.

For blind transfers in Unified CCE with a UnifiedCCE System PG, this field is updated when the callthat is blind transferred to an IVR is subsequentlytransferred to another agent and the agent answersthe call. For this call scenario this field is not updatedin Unified CCE without a Unified CCE System PG.

Trans In


All Fields Historical ReportsCurrent Fields in the Agent Precision Queue Historical All Fields Grid View


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

The number of calls this agent transferred to anotheragent or precision queue in the interval. This includesconsultative calls if this transfer was consultative-notblind. The value is updated at the time the agentcompletes the transfer of the call.

Trans Out

Derived from:Agent_Skill_Group_Interval.AgentOutCalls

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

Ext Out

Agent State Times

Derived from: Agent_Interval.LoggedOnTime

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

Log On Time

This is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime +Agent_Skill_Group_Interval.TalkOutTime +Agent_Skill_Group_Interval.TalkOtherTime +Agent_Skill_Group_Interval.TalkAutoOutTime +Agent_Skill_Group_Interval.TalkPreviewTime +Agent_Skill_Group_Interval.TalkReserveTime) /Agent_Interval.LoggedOnTime

The percentage of time that the agent spent talkingon calls in this precision queue in relation toLoggedOnTime.

% Active

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

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

% Hold




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

The percentage of time that the agent spent in theNotActive or Available state in relation toLoggedOnTime. This field applies to all precisionqueues.

% Not Active

This is a calculated field, derived from:Agent_Interval.NotReadyTime /Agent_Interval.LoggedOnTime

The percentage of time that the agent spent in theNotReady state in relation to LoggedOnTime or theinterval, whichever is less. This field applies to allprecision queues.

% Not Ready

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

The percentage of time that the agent spent in theReserved state waiting for an ICM routed task fromthis precision queue in relation to LoggedOnTime.

% Reserved

This is a calculated field, derived from:(Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime)/ Agent_Interval.LoggedOnTime

The percentage of time that the agent spent in theWrap-up state after an incoming or outgoing calls toand from this precision queue in relation toLoggedOnTime.

The agent state time percentages in the ReportSummary row add up to 100% only when you selectall of the precision queues for an agent. When youview a subset of precision queues for an agent, thepercentages may not balance.

% Wrap Up

Report Summary: There is a summary for Precision Queue Name and a report summary for all data. SeeReport summary rows.




Sample Agent Precision Queue Historical All Fields ReportThe following illustrations are a sample of the report generated from the Agent Precision Queue HistoricalAll Fields template.

Figure 1: Agent Precision Queue Historical All Fields Report (1 of 3)



Agent Queue IntervalUse this report to show call dispositions and state time percentages for agents who have been assigned bothskills and precision queues.



Grouping: This template is grouped by agent name and then by Skill Group Name/Precision Queue Name.

Value List: Agent



All Fields Historical ReportsSample Agent Precision Queue Historical All Fields Report

• Agent

• Agent_Interval


• Attribute


• Person

• Precision Queue

• Skill_Group

Current Fields in the Agent Queue Interval Grid ViewCurrent fields are those fields that appear by default in a grid view generated from the stock template.

Current fields are listed in the following table in the order (left to right) in which they appear by default inthe stock template.


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


Agent Name

Derived from: Skill_Group.EnterpriseName orPrecision_Queue.EnterpriseName

The enterprise name for the skill group or agent precision queue. Youcan identify a precision queue by the presence of Attributes next to thequeue name.

Precision Queue / Skill GroupName

The attributes used in the precision queue definition. The report showsonly those attributes that are used.

Attributes

Derived from: Agent_Skill_Group_Interval.DateTime.

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

DateTime

COMPLETED TASKS

Derived from: CallsHandled in the Agent_Skill_Group_Interval table.

The number of inbound calls that were answered and have completedwrap-up by agents in the skill group during the interval.

Handled


All Fields Historical ReportsCurrent Fields in the Agent Queue Interval Grid View


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

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

AHT


The number of incoming calls to this agent that were placed on hold inthe interval.

Held

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

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

Avg Hold


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

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

Aban Rings


The number of tasks that left the agent's phone or terminal that wereredirected to another dialed number because of no answer in the interval.

RONA


The number of Unified ICM routed calls to the agent that wereabandoned while the call was on hold and the number of paused tasksthat the agent ended in the interval.

Aban Hold


The number of incoming calls that were transferred to this agent fromother agents within the same peripheral that did not go to IVR forqueuing in the interval. This value is updated when the agent completesthe call.

For blind transfers in the Unified CCEwith a Unified CCE System PG,this field is updated when the call that was blind transferred to anInteractive Voice Response (IVR) is subsequently transferred to anotheragent and the agent answers the call. For this call scenario this field isnot updated in Unified CCE without an the Unified CCE System PG.

Trans In





The number of calls this agent transferred to another agent or skill groupin the interval. This includes Consultative Calls if this transfer wasconsultative-not blind. The value is updated at the time the agentcompletes the transfer of the call.

Trans Out


The number of outgoing external calls that this agent made in theinterval.

Ext Out

AGENT STATE TIMES


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

Log On Duration

This is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime +Agent_Skill_Group_Interval.TalkOutTime +Agent_Skill_Group_Interval.TalkOtherTime +Agent_Skill_Group_Interval.TalkAutoOutTime +Agent_Skill_Group_Interval.TalkPreviewTime +Agent_Skill_Group_Interval.TalkReserveTime) /Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent talking on calls in this skillgroup in relation to the agent's LoggedOnTime.

% Active

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

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

% Hold

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

The percentage of time that the agent spent in the Not Active orAvailable state in relation to LoggedOnTime. Applies to all skill groups.

% Not Active

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

The percentage of time that the agent spent in the Not Ready state inrelation to LoggedOnTime or the interval, whichever is less. Appliesto all skill groups.

% Not Ready




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

The percentage of time that the agent spent in Reserved state waitingfor a task from this skill group in relation to LoggedOnTime.

% Reserved

This is a calculated field, derivedfrom:((Agent_Skill_Group_Interval.WorkReadyTime+Agent_Skill_Group_Interval.WorkNotReadyTime ) /Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent in Wrap-up state after anincoming or outgoing calls to/from this skill group in relation toLoggedOnTime.

The agent state time percentages in the Report Summary row only addsup to 100% after you select all the skill groups for an agent. Whenviewing a subset of an agent's skill groups, the percentages may notbalance.

% Wrap Up

Report Summary: There is a summary for all data. See Report summary rows.




Sample Agent Queue Interval ReportThis illustration is a sample of the report generated from the Agent Queue Interval template.

Figure 4: Agent Queue Interval Report 1 of 2

Figure 5: Agent Queue Interval Report 2 of 2

Agent Skill Group Historical All FieldsAgent Skill Group Historical All Fields shows call dispositions and agent state percentages grouped by skilland then agent.


All Fields Historical ReportsSample Agent Queue Interval Report



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

Value List: Skill Group


• Agent

• Agent_Interval


• Skill_Group

• Person


Available Fields in the Agent Skill Group Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current.

In addition to the fields that appear by default as Current, most Available fields in this report are derived fromthe Agent_Interval and Agent_Skill_Group_Interval tables.

Handled is derived from CallsHandled in the Agent_Skill_Group table.

Handled is the number of inbound calls that were answered and have completed wrap-up by agentsin the skillgroup during the interval.

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

The one exception isWrap Time, which is a calculated field derived from:(Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime).

Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up onincoming and outgoing tasks in the interval.

Current Fields in the Agent Skill Group Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



Derived from: Skill_Group.EnterpriseName.

The agent skill group's enterprise name.

Skill Group Name

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


Agent Name


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


Derived from:Agent_Skill_Group_Interval.DateTime.

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

DateTime

COMPLETED TASKS


The number of inbound calls that were answered andhave completed wrap-up by agents in the skill groupduring the interval.

Handled

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


AHT

Derived from:Agent_Skill_Group_Interval.IncomingCallsOnHold.

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

Held

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

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

Avg Hold

Derived from:Agent_Skill_Group_Interval.AbandonRingCalls.

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

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

Aban Rings

Derived from:Agent_Skill_Group_Interval.RedirectNoAnsCalls.

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

RONA


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


Derived from:Agent_Skill_Group_Interval.AbandonHoldCalls.

The number of Unified ICM routed calls to the agentthat were abandoned while the call was on hold andthe number of paused tasks that the agent ended inthe interval.

Aban Hold

Derived from:Agent_Skill_Group_Interval.TransferredInCalls.

The number of incoming calls that were transferredto this agent from other agents within the sameperipheral that did not go to IVR for queuing in theinterval. This value is updated when the agentcompletes the call.

For blind transfers in the Unified CCEwith a UnifiedCCE System PG, this field updates when the call thatwas blind transferred to an IVR is subsequentlytransferred to another agent and the agent answersthe call. For this call scenario this field is not updatedin the Unified CCE without an Unified CCE SystemPG.

Trans In


The number of calls this agent transferred to anotheragent or skill group in the interval. This includesConsultative Calls if this transfer was consultative-notblind. The value is updated at the time the agentcompletes the transfer of the call.

Trans Out

Derived from:Agent_Skill_Group_Interval.AgentOutCalls.

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

Ext Out

AGENT STATE TIMES


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

Log On Time




This is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime +Agent_Skill_Group_Interval.TalkOutTime +Agent_Skill_Group_Interval.TalkOtherTime +Agent_Skill_Group_Interval.TalkAutoOutTime +Agent_Skill_Group_Interval.TalkPreviewTime +Agent_Skill_Group_Interval.TalkReserveTime) /Agent_Interval.LoggedOnTime.

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

% Active

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

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

% Hold

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

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

% Not Active

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

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

% Not Ready

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

The percentage of time that the agent spent inReserved state waiting for task from this skill groupin relation to LoggedOnTime.

% Reserved




This is a calculated field, derivedfrom:(Agent_Skill_Group_Interval.WorkReadyTime+Agent_Skill_Group_Interval.WorkNotReadyTime) / Agent_Interval.LoggedOnTime.

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

The agent state time percentages in the ReportSummary row only adds up to 100% after you selectall the skill groups for an agent. When viewing asubset of an agent's skill groups, the percentages maynot balance.

% Wrap Up

Report Summary: There is a summary for Skill Group Name and a report summary for all data. For moreinformation, see Report summary rows.




Sample Agent Skill Group Historical All Fields ReportThis illustration is a sample of the report generated from the Agent Skill Group Historical All Fields template.

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




All Fields Historical ReportsSample Agent Skill Group Historical All Fields Report

Agent Team Historical All FieldsUse the Agent Team Historical report to view call distribution and agent state percentages by team.



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

Value List: Agent Team


• Agent

• Agent_Interval


• Agent_Team

• Agent_Team_Member


• Person

• Precision_Queue

• Skill_Group

Available Fields in the Agent Team Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated directly from the Agent_Skill_Group_Interval table. For example, Aban CallsRing Time is derived from Agent_Skill_Group_Interval.AbandRingTime.

An exceptions isWrap Time, which is a calculated field derived from:(Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime)


All Fields Historical ReportsAgent Team Historical All Fields

Other tables used for Available fields in this report are:

• Agent_Team

◦Agent_Team.AgentTeamID

• Agent_Interval

◦Avail Time - Derived from: Agent_Interval.AvailTime

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

Current Fields in the Agent Team Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



Derived from: Agent_Team.EnterpriseName.

The Enterprise Name of the Agent Team.

Agent Team Name

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

The agent teams' primary supervisor.

Supervisor

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

The last and first name of the agent.

Agent Name

Derived from: Agent_Skill_Group_Interval.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.

DateTime

COMPLETED TASKS

The number of Unified ICM Routed tasks this agent handled.


Handled

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

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

AHT


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

Held Tasks


All Fields Historical ReportsCurrent Fields in the Agent Team Historical All Fields Grid View


The average time in HH:MM:SS (hours, minutes, seconds) that calls wereput on hold, for all incoming calls that included hold time.

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

Avg Hold


For voice: the total number of calls that were abandoned while the agent'sphone was ringing. For non-voice: the total number of tasks that wereabandoned while being offered to an agent.

Aban Rings


The number of tasks that left the agent's phone or terminal that were redirectedto another dialed number because of no answer.

RONA


The number of Unified ICM routed calls to the agent that were abandonedwhile the call was on hold and the number of paused tasks that the agent endedin the interval.

Aban Hold


The number of incoming calls that were transferred to this agent from otheragents within the same peripheral that did not go to IVR for queuing. Thisvalue is updated when the agent completes the call.

Trans In

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

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.

Trans Out


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

Ext Out

AGENT STATE TIMES


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

Log On Duration




This is a calculated field derived from:(Agent_Skill_Group_Interval.TalkInTime +Agent_Skill_Group_Interval.TalkOutTime +Agent_Skill_Group_Interval.TalkOtherTime +Agent_Skill_Group_Interval.TalkAutoOutTime +Agent_Skill_Group_Interval.TalkPreviewTime +Agent_Skill_Group_Interval.TalkReserveTime) /Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent talking on calls in this skill groupin relation to LoggedOnTime.

% Active

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

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

% Hold

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

The percentage of time that the agent spent in the Not Active or Availablestate in relation to LoggedOnTime. Applies to all skill groups.

% Not Active

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

The percentage of time that the agent spent in the Not Ready state in relationto LoggedOnTime or the interval, whichever is less. Applies to all skill groups.

% Not Ready

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

The percentage of time that the agent spent in Reserved state waiting for anUnified ICM routed task from this skill group in relation to LoggedOnTime.

% Reserved

This is a calculated field derived from:((Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime ) /Agent_Interval.LoggedOnTime).

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

The agent state time percentages in the Report Summary row add up to 100%only when you select all of the precision queues for an agent. When you viewa subset of precision queues for an agent, the percentages may not balance.

% Wrap Up

Report Summary: There is a summary row for Agent Team Name and a report summary for all data. Formore information, see Report summary rows.




Sample Agent Team Historical All Fields ReportThis illustration is a sample of the report generated from the Agent Team Historical All Fields template.

Figure 9: Agent Team Historical All Fields Report 1 of 3




All Fields Historical ReportsSample Agent Team Historical All Fields Report

Call Type Abandon/Answer Distribution HistoricalUse Call Type Abandon Answer Distribution to identify where in the routing, callers are abandoning and toidentify the typical wait times for callers.

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


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

Value List: Call Type


• Bucket_Intervals

• Call_Type

• Call_Type_Interval

Available Fields in the Call Type Abandon/Answer Distribution Historical GridView

Available fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from the following tables.

These Available fields are from the Call_Type_Interval table:

• Ans Wait Time Derived from: Call_Type_Interval.AnswerWaitTime.

• BucketIntervalID Derived from: Call_Type_Interval.BucketIntervalID.

• Calls Handled Derived from: Call_Type_Interval.CallsHandled.

• CallTypeID Derived from: Call_Type_Interval.CallsTypeID.

• DelayQAban Derived from: Call_Type_Interval.CallDelayAbandTime.

• Router Calls Aban: Derived from: Call_Type_Interval.TotalCallsAband.

These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Guide forCisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html:

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

Current Fields in the Call Type Abandon/Answer Distribution Historical GridView

Current fields are those fields that appear by default in a report grid view generated from the stock template.

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

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


All Fields Historical ReportsCall Type Abandon/Answer Distribution Historical

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



The enterprise name for the call type.

Derived from Call_Type.EnterpriseName.

Call Type Name

The date and time when the call type interval datawas generated inMM/DD/YYYY (month, day, year)and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period there issummary row for each selected call type.

Derived from: Call_Type_Interval.DateTime.

Date Time

Average Speed of Answer. The average answer waittime from when first queue to skill group or LAAselect node was executed for this call to when thiscall was answered. This is an important measure ofservice quality because the time can vary, even overthe course of one day, due to call volumes and stafflevels.

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

ASA

The average delay time of all abandoned calls thatended in this call type during the current interval. Thisincludes calls that were abandoned in queue, callsthat were abandoned while at the IVR (prompting orself service) and calls that were abandoned whileringing at the agent's phone or en route to the agent'sphone.

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

Avg Aban Delay

The number of calls answered/abandoned betweenthe time set to begin measuring and interval 1. Thesystem default interval 1 is 8 seconds. For example:00:00 - 00:08.

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

Int 1 Ans and Aban

The number of calls answered/abandoned betweeninterval 1 and interval 2. The system default interval2 is 30 seconds. For example: 00:08 - 00:38.


Int 2 Ans and Aban


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


The number of calls answered/abandoned betweeninterval 2 and interval 3. The system default interval3 is 60 seconds (1 minute). For example: 00:38 -01:38.


Int 3 Ans and Aban



Int 4 Ans and Aban

The number of calls answered/abandoned betweeninterval 4 and interval 5. The system default interval5 is 120 seconds (2 minutes). For example: 03:08 -05:08.


Int 5 Ans and Aban



Int 6 Ans and Aban



Int 7 Ans and Aban



Int 8 Ans and Aban




The number of calls answered/abandoned betweeninterval 8 and interval 9. The system default interval9 is 1200 seconds (20 minutes). For example: 23:08- 43:08.


Int 9 Ans and Aban

The number of calls answered/abandoned within theremaining time in the report time period measured inminutes and seconds. For example: > 43:08.

Derived from: Call_Type_Interval.AnsInterval(10)and Call_Type_Interval.AbandInterval(10).

> Int 9 Ans and Aban

The maximum number of calls in queue for this calltype during this interval.

Derived from : Call_Type_Interval.MaxCallsQueued.

The system displays data in this field only if yourUnified Intelligence Center system is connected toUnified ICM Release 8.0(3) or later.

MaxCallsQueued

The longest time a call had to wait before it wasdispositioned (abandoned or answered) in thisinterval.

Derived from : Call_Type_Interval.MaxCallWaitTime.


MaxCallWaitTime

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totalsfor the interval columns, andMax forMaxCallsQueued andMaxCallWaitTime columns. For more information,see Report summary rows.




Sample Call Type Abandon/Answer Distribution Historical ReportThis illustration is a sample of the report generated from the Call Type Abandon/Answer Distribution HistoricalReport template.

Figure 12: Call Type Abandon Answer Distribution Historical Report 1 of 2

Figure 13: Call Type Abandon Answer Distribution Historical Report 2 of 2

Call Type Historical All FieldsUse Call Type Historical All Fields to view incoming calls/contacts, key statistics like Average Speed ofAnswer and Service Level, and call disposition information.


Views: This report has Daily, Weekly, and Monthly grid views and a pie chart view. The pie chart shows thepercentage of calls answered in each call type.

Grouping: By call type and then by date and time.



All Fields Historical ReportsSample Call Type Abandon/Answer Distribution Historical Report


• Call_Type

• Call_Type_Interval

Available Fields in the Call Type Historical All Fields Grid ViewAvailable fields for the grid view for this report include the fields that appear by default as Current. AdditionalAvailable fields in this report are taken directly from the Call_Type_Interval table.

Current Fields for the Call Type Historical All Fields Grid ViewCurrent fields are those fields that appear by default in the grid view for this report.




Derived from: Call_Type.EnterpriseName.

Call Type Name

The date and time when the record was generated inMM/DD/YYYY (month, day, year) and HH:MM:SS(hours, minutes, seconds) format.

Derived from: Call_Type_Interval.DateTime.

DateTime

Service Level Type used to calculate Service levelfor the interval.

Derived from: Call_Type_Interval.ServiceLevel.

SL

The total number of calls of this call type abandonedwithin the service level threshold during the interval.Valid for both Unified CCE and standard ACD targetsthat use translation routes.

Derived from:Call_Type_Interval.ServiceLevelAband.

Aban Within SL


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

ASA


All Fields Historical ReportsAvailable Fields in the Call Type Historical All Fields Grid View


TASKS

Tasks that were offered to this call type during theinterval.

Derived from: Call_Type_Interval.CallsOffered.

Offered

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

Derived from: Call_Type_Interval.RouterQueueCalls.

Assigned from Q

The total number of calls of this call type answeredby agents in the interval. This field is applicable toboth Unified ICM and Unified CCE with thefollowing exception: if the call is answered by anagent on a standard ACD, this field is incrementedonly if the call was translation routed.

Derived from: Call_Type_Interval.CallsAnswered.

Answered

Answer Wait Time. The answer wait time in secondsfor all calls that were handled for the call type duringthe interval. This field is applicable to both UnifiedICM and Unified CCE with the following exception:if the call is answered by an agent on a standard ACD,this field is incremented only if the call wastranslation routed.

Derived from Call_Type_Interval.AnswerWaitTime.

AWT

COMPLETED TASKS

The total number of tasks handled to completion forthe call type in the interval.

Derived from: Call_Type_Interval.CallsHandled.

Handled

The total number of calls abandoned while in VRU(that is, while undergoing prompting or listening tovoice menus options), calls abandoned while queuedto skill group, and calls abandoned at agent desktop.This value also includes abandons for calls that arenot in the queue; for example, when the caller hangsup while listening to a VRU prompt. Therefore, thenumber of calls abandoned at a VRU before beingqueued is TotalCallsAband minusRouterCallsAbandToAgent and RouterCallsAbandQ.Does not include short calls.

Derived from: Call_Type_Interval.TotalCallsAband.

Aban


All Fields Historical ReportsCurrent Fields for the Call Type Historical All Fields Grid View


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

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

Return

The number of tasks of the call type that were givendefault treatment or end nodes in the interval.

Derived from:Call_Type_Interval.ICRDefaultRouted.

Default Treatment

The number of tasks of the call type that were routednot by ICM software but by the carrier in the interval.For pre-routed calls, the carrier decides where to routethe call.

Derived from:Call_Type_Interval.NetworkDefaultRouted.

Network Routed

The number of tasks of the call type that flowed outof the call type to another call type in the interval.

Derived from: Call_Type_Interval.OverflowOut.

Flow Out

The number of calls for this call type that had errorsor were incomplete in the interval.

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

Calls Error

The number of tasks of the call type that are Short,were routed to non Agent targets, or were redirectedin the interval.

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

Other

The percentage of all handled tasks of the call typethat were queued in the interval.

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

% Queued




The percentage of all the tasks that came in to the calltype in the interval that were abandoned.


(Call_Type_Interval.TotalCallsAband /(Call_Type_Interval.CallsHandled+Call_Type_Interval.TotalCallsAband +Call_Type_Interval.IncompleteCalls +Call_Type_Interval.ReturnBusy +Call_Type_Interval.ReturnRing +Call_Type_Interval.ICRDefaultRouted +Call_Type_Interval.NetworkDefaultRouted +Call_Type_Interval.OverflowOut +Call_Type_Interval.CallsRONA +Call_Type_Interval.ReturnRelease +Call_Type_Interval.CallsRoutedNonAgent +Call_Type_Interval.ShortCalls+Call_Type_Interval.ErrorCount +Call_Type_Interval.AgentErrorCount ).

% Aban

The average delay time of all abandoned calls thatended in this call type during the current interval. Thisincludes calls that were abandoned in queue, callsthat were abandoned while at the IVR (prompting orself service) and calls that were abandoned whileringing at the agent's phone or en route to the agent'sphone.

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

Avg Aban Delay

The number of calls abandoned during the Call_TypeAbandon Call Wait Time. Calls abandoned after thistime period are counted as Abandoned, not ShortCalls.

Derived from: Call_Type_Interval.ShortCalls.

Short Calls


Derived from : Call_Type_Interval.MaxCallsQueued.

The system displays data in this field only if yourUnified Intelligence Center system is connected toICM Release 8.0(3) or later.

MaxCallsQueued





Derived from : Call_Type_Interval.MaxCallWaitTime.

The system displays data in this field only if yourUnified Intelligence Center system is connected toICM Release 8.0(3) or later.

MaxCallWaitTime

Report Summaries

• Call Type SummaryField totals, except the service level (SL) field, for each call type in the report. The SL fields havepercentage values.

• Report SummaryField totals, except the SL field, for all call types in the report. The SL fields have percentage values.The summary also displays the Max for MaxCallsQueued and MaxCallWaitTime.



Sample Call Type Historical All Fields ReportThis illustration is a sample of the report generated from the Call Type Historical All Fields Report template.

Figure 14: Call Type Historical All Fields Report 1 of 2

Figure 15: Call Type Historical All Fields Report 2 of 2

Call Type Queue Interval All FieldsReports generated from this template show the summary statistics for Skill Groups and Precision Queueswithin Call Type ID. This information is useful for tying queues to resources and for forecasting and scheduling.

Note: For Unified CCE, the presence of certain data depends on the use of Enterprise Queuing and on whetherTranslation Routing is implemented.


All Fields Historical ReportsSample Call Type Historical All Fields Report



Grouping: By call type and then by date and time.



• Call _Type

• Precision_Queue

• Call_Type_SG_Interval

• Attribute

• Router_Queue_Interval

• Skill_Group


Available Fields in the Call Type Queue Interval All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current.

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Current Fields in the Call Type Queue Interval All Fields Grid ViewCurrent fields are those fields that appear by default in a report grid view generated from the stock template.



Derived from Call_Type.EnterpriseName.


Call Type Name

Derived from: Skill_Group.Enterprise orPrecision_Queue.EnterpriseName

The enterprise name for the skill group or agentprecision queue. You can identify a precision queueby the presence of Attributes next to the queue name

Precision Queue / Skill Group Name

Derived from: Call_Type_SG_Interval.DateTime.

The date and time for the data of a selected row

DateTime


Attributes


All Fields Historical ReportsAvailable Fields in the Call Type Queue Interval All Fields Grid View


Derived from: Call_Type_SG_Interval.CallsHandled.

The total number of tasks handled to completion forthe call type in the interval.

Handled


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

AHT

The percentage of all handled tasks of the call typethat were queued in the interval.

This is a calculated field, derived fromCall_Type_SG_Interval. CallsQHandled/Call_Type_SG_Interval.CallsHandled.

%Queued

Derived from: Call_Type_SG_Interval.ServiceLevel.


SL


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

ASA

Derived from:Call_Type_Interval.ServiceLevelAband.

The total number of calls of this call type abandonedwithin the service level threshold during the interval.Valid for both Unified CCE and standard ACD targetsthat use translation routes.

Aban Within SL

Derived from: Call_Type_SG_Interval.RouterCallsAbandQ.

The number of calls to the call type that wereabandoned in the Router queue during the interval.

Aban in Queue


All Fields Historical ReportsCurrent Fields in the Call Type Queue Interval All Fields Grid View


Derived from:Router_Queue_Interval.MaxCallWaitTime

The longest a call had to wait before being answered,abandoned, or otherwise ended. This includes timein the network queue, local queue, and ringing at theagent if applicable.

MaxCallWaitTime

Derived from:Router_Queue_Interval.MaxCallsQueued

The maximum number of calls queued for this skillgroup during this interval. Calls queued againstmultiple skill groups are included in the count foreach skill group to which the calls are queued.

MaxCallsQueued

Report Summaries

The summary line displays the maximum for MaxCallsQueued and MaxCallWaitTime.

Sample Call Type Queue Interval All Fields ReportThe following illustration is a sample of the report generated from the Call Type Queue Interval All FieldsReport template.

Figure 16: Call Type Queue Interval All Fields Report

Call Type Skill Group Historical All FieldsReports generated from this template show the summary statistics for Call Types and Skill Groups withineach Call Type during the interval.



All Fields Historical ReportsSample Call Type Queue Interval All Fields Report

Views: This report has only a grid view.

Grouping: By Call Type Name, and then by Skill Group Name, and then by date and time.



• Call_Type_SG_Interval

• Call _Type

• Skill_Group

Available Fields in the Call Type Skill Group Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current.

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Current Fields in the Call Type Skill Group Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report grid view generated from the stock template.You can change them.



Derived from: Call_Type_SG_Interval.EnterpriseName.


Call Type Name

Derived from: Skill_Group.Enterprise

The enterprise name for the skill group.

Skill Group Name

Derived from: Call_Type_SG_Interval.DateTime.

The date and time for the data of a selected row

DateTime

Derived from: Call_Type_SG_Interval.CallsHandled.

The total number of tasks handled to completion for the call type in theinterval.

Handled

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

This is a calculated field, derived from: Call_Type_SG_Interval.HandleTime/Call_Type_SG_Interval.CallsHandled.

AHT


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


The percentage of all handled tasks of the call type that were queued inthe interval.

This is a calculated field, derived from:Call_Type_SG_Interval.CallsQHandled/Call_Type_SG_Interval.CallsHandled.

%Queued

Derived from: Call_Type_SG_Interval.ServiceLevel.

Service Level Type used to calculate Service level for the interval.

SL

Average Speed of Answer. The average answer wait time from when firstqueue to skill group or LAA select node was executed for this call to whenthis call was answered. This is an important measure of service qualitybecause the time can vary, even over the course of one day, due to callvolumes and staff levels.


Call_Type_SG_Interval.AnswerWaitTime/Call_Type_SG_Interval.CallsAnswered.

ASA

Derived from: Call_Type_SG_Interval.ServiceLevelAband.

The total number of calls of this call type abandoned within the servicelevel threshold during the interval. Valid for both Unified CCE andstandard ACD targets that use translation routes.

Aban within SL

Derived from: Call_Type_SG_Interval.RouterCallsAbandQ.

The number of calls to the call type that were abandoned in the Routerqueue during the interval.

Aban in Queue

Derived from: Call_Type_SG_Interval.MaxCallsQueued

The maximum number of calls queued for this skill group during thisinterval. Calls queued against multiple skill groups are included in thecount for each skill group to which the calls are queued.

MaxCallsQueued

Derived from: Call_Type_SG_Interval.MaxCallWaitTime

The longest a call had to wait before being answered, abandoned, orotherwise ended. This includes time in the network queue, local queue,and ringing at the agent if applicable.

MaxCallWaitTime

Report Summaries: The summary line displays the averages from AHT, ASA, and %Queued; and totals forHandled, Aban within SL, and Aban in Queue.


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

Enterprise Service Historical All FieldsEnterprise Services may be configured in an ICM environment to report collectively on a group of servicesacross ACDs. For more information about Enterprise Services, please see the Reporting Guide. This reportis not applicable to Contact Center Enterprise environments.



Grouping: by Enterprise Name

Value List: Service


• Enterprise_Service

• Enterprise_Service_Member

• Service_Interval

• Service

Available Fields in the Enterprise Service Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from the Service_Interval table as documented in theDatabase Schema Guide forCisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Current Fields in the Enterprise Service Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.


The enterprise name of the enterprise service.

Derived from: Enterprise_Service.EnterpriseName.

Enterprise Name

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.

DateTime Derived from: Service_Interval.DateTime.

DateTime

The total number of tasks associated with the service that wereanswered by agents in the interval.

Derived from: Service_Interval.CallsAnswered.

Ans


All Fields Historical ReportsEnterprise Service Historical All Fields




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

Derived from: Service_Interval.AvgSpeedAnswer.

ASA

The number of tasks associated with the service that were handledin the interval.

Derived from: Service_Interval.CallsHandled.

Handled

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

Derived from: Service_Interval.AvgHandleTime.

AHT

The number of tasks associatedwith the service that were abandonedin queue in the interval.

Derived from: Service_Interval.CallsAbandQ.

Aban Q

Average delay time in HH:MM:SS (hours, minutes, seconds) oftasks associated with the service that were abandoned in queue inthe interval.

Derived from: Service_Interval.AvgDelayQAband.

Avg Delay Q Aban

The number of tasks associated with the service that were queuedin the interval.

Derived from: Service_Interval.CallsQ.

Task Q

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

Derived from: Service_Interval.AvgDelayQ.

Avg Delay Q

The number of tasks associated with the service answered withinthe Unified ICM/IPCC Enterprise service level threshold in theinterval.

Derived from: Service_Interval.ServiceLevel.

SL

The default value that indicates how Unified ICM softwarecalculates the service level (that is, how it handles abandoned callsin calculating the service level). You can override this default forindividual services.

Derived From: Service_Interval.ServiceLevelType.

SL Type

The number of tasks transferred into the service in the interval. Thevalue is updated in the database when the call is completed.

Derived from: Service_Interval.TransferInCalls.

Trans In


All Fields Historical ReportsCurrent Fields in the Enterprise Service Historical All Fields Grid View


The number of tasks transferred out of the service in the interval.The value is updated in the database when the transfer of the callis completed.

Derived from: Service_Interval.TransferOutCalls.

Trans Out

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

Derived from: Service_Interval.CallsOut.

Out

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

Derived from: Service_Interval.ServiceLevelCallsDequeued.

RONA

Report Summary: The report has a summary row for each Enterprise Name in the table and a total summaryfor all Enterprise Names. For more information, see Report summary rows.


All Fields Historical ReportsCurrent Fields in the Enterprise Service Historical All Fields Grid View


Sample Enterprise Service Historical All Fields ReportThis illustration is a sample of the report generated from the Enterprise Service Historical All Fields template.

Figure 17: Enterprise Service Historical All Fields Report 1 of 2

Figure 18: Enterprise Service Historical All Fields Report 2 of 2


All Fields Historical ReportsSample Enterprise Service Historical All Fields Report

Enterprise Skill Group Historical All FieldsUse this report to review key statistics like incoming call rates and average speed of answer for EnterpriseSkill Groups. Enterprise Skill Groups provide the ability to group skill groups within a peripheral or in differentperipherals. For more information about Enterprise Skill groups, see the Reporting Guide.

Applicable Environment: Unified CCE and Unified ICM


Grouping: by Enterprise Skill Group Name

Value List: Enterprise Skill Group


• Enterprise_Skill_Group

• Enterprise_Skill_Group_Member

• Skill_Group

• Skill_Group_Interval


For more information, see:

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

Available Fields in the Enterprise Skill Group Historical All Fields Grid View, on page 49

Available Fields in the Enterprise Skill Group Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are derived from the Skill_Group_Interval table as documented in the Database Schema Guidefor Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

Most fields take their value directly from the database.

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured intervalreporting. For example,FTEAgents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from(Skill_Group_Interval.TalkTime / 900).

Current Fields In the Peripheral Skill Group Historical Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template. You canchange them.



All Fields Historical ReportsEnterprise Skill Group Historical All Fields




The enterprise skill group's enterprise name and ID.

Derived from:Enterprise_Skill_Group.EnterpriseName(Enterprise_Skill_Group.EnterpriseSkillGroupID).

Skill Group Name


Derived from: Skill_Group_Interval.DateTime.

DateTime

The number of tasks queued to this Skill Group inthe interval.

Derived from:Skill_Group_Interval.RouterCallsQueued.

This field is Current by default and is applicable onlyto the Unified CCE. The equivalent field for theUnified ICM is named Total Queued (ICM) isAvailable by default.

Ent Queued

The skill group's average speed of answer inHH:MM:SS (hour, minutes, seconds) calculated fromthe time spent by callers when placed in queue andringing at the agent's desktop before the task isanswered divided by the number of tasks answered.

Derived from: Skill_Group_Interval.AnswerWaitTime/ Skill_Group_Interval.CallsAnswered.

ASA

COMPLETED TASKS

The total number of tasks completed by this skillgroup in the interval.

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

Total

For voice: the total number of calls that wereabandoned while the agent's phone was ringing. Fornon-voice: the total number of tasks that wereabandoned while being offered to an agent.

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

Aban


All Fields Historical ReportsCurrent Fields In the Peripheral Skill Group Historical Grid View


The count of calls that are redirected with no answerwithin the enterprise skill group service levelthreshold in the last interval.

Derived from: Skill_Group_Interval.LoggedOnTime.

RONA

The number of Routed tasks handled within this skillgroup in the interval.

Derived from:Skill_Group_Interval.RedirectNoAnsCalls.

Handled

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

Derivedfrom:Skill_Group_Interval.HandledCallsTime /Skill_Group_Interval.CallsHandled.

AHT

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

Derived from:Skill_Group_Interval.HandledCallsTalkTime /Skill_Group_Interval.CallsHandled.

AAT

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

Derived from:Skill_Group_Interval.AbandonHoldCalls.

Aban Hold

End of Completed Tasks Grouping

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

Derived from:Skill_Group_Interval.TransferInCallsTime.

Trans In

The number of tasks this agent transferred to anotheragent or skill group in the interval. This includesConsultative Calls. The value is updated in thedatabase when the transfer of the call is completed.

Derived from:Skill_Group_Interval.TransferredOutCalls +Skill_Group_Interval.NetTransferredOutCalls.

Trans Out




For default skill groups: the number of times an agentinitiated an outgoing external call in the interval. Forrouting skill groups: the number of times an agentinitiated a transfer or conference to an external devicein the interval.

Derived from: Skill_Group_Interval.AgentOutCalls.

Ext Out

AGENT STATE TIME

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

Derived from: Skill_Group_Interval.TalkTime.

Active Time

The total time agents spent in the Hold/Paused statein this skill group, measured in HH:MM:SS (hours,minutes, seconds) format. Includes Incoming Directand Outgoing Internal, although call counts are notshown in this report.

Derived from: Skill_Group_Interval.HoldTime.

Hold Time

The percentage of agents in the skill group who areNOT currently involved in tasks and who are readyto accept calls or tasks.

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

% Not Active

The percentage of time that agents spent in the NotReady state in relation to LoggedOnTime or theinterval, whichever is less.

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

% Not Ready

The percentage of agents in the skill group who areworking on incoming tasks or who are in one of thetalking states.

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

% Active

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

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

% Hold




The percentage of time that agents spent working onReserved time in relation to LoggedOnTime orinterval, whichever is less.

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

% Reserved

The percentage of time that agents spent in theWrap-up state after incoming or outgoing calls inrelation to LoggedOnTime or interval, whichever isless.

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

% Wrap Up

Report Summary: There is a summary for each Skill Group Name and a total report summary.

Sample Enterprise Skill Group Historical All Fields ReportThis illustration is a sample of the report generated from the Enterprise Skill Group Historical All Fieldstemplate.

IVR Ports Performance HistoricalUse this report to determine the business of the Cisco IVR and to evaluate information like percentage busyto help with IVR capacity planning.



Grouping: by IVR Ports

Value List: Trunk

Database Schema Tables from which data is retrieved: Trunk Group and Trunk_Group_Half_Hour.

Available Fields in the IVR Ports Performance Historical Grid ViewAdditional Available fields for this template are populated from the Trunk Group and Trunk_Group_Half_Hourtables as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.


All Fields Historical ReportsSample Enterprise Skill Group Historical All Fields Report



Current Fields in the IVR Ports Performance Historical Grid ViewCurrent fields are those fields that appear by default in a grid view report generated from the stock template.


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

Derived from: Trunk_Group.EnterpriseName.

IVR Ports

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

Derived from: Trunk_Group_Half_Hour.DateTime.

DateTime

The number of ports in the group in service at the end of theinterval.

Derived from: Trunk_Group_Half_Hour.TrunksInService.

Ports

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

Derived from: Trunk_Group_Half_Hour.InUseInboundTime/ Trunk_Group_Half_Hour.InServiceTime.

% Busy

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

Derived from: Trunk_Group_Half_Hour.AllTrunksBusy.

All Ports Busy

Report Summary

This report has a Group Summary for each IVR Port for each interval. It also has a Report Summary showingall fields for all IVR Ports. For more information, see Report summary rows.


All Fields Historical ReportsCurrent Fields in the IVR Ports Performance Historical Grid View


Sample IVR Ports Performance Historical ReportThis illustration is a sample of the report generated from the IVR Ports Performance Historical Report template.

Figure 19: IVR Ports Performance Report

Peripheral Service Historical All FieldsWith ICM, the Peripheral Service Historical report provides summary interval information such as callshandled and average speed of answer for services. For more information on services, see the Reporting Guide.For information on mapping TDM entities, such as VDNs in Avaya, see the relevant ACD supplement.Peripheral Service reports are not applicable to Contact Center Enterprise environments.



Grouping: by Service Name

Value List: Service


• Service

• Service_Interval

Available Fields in the Peripheral Service Historical All Fields Grid ViewAvailable fields for this report grid include the fields that appear by default as Current. Additional Availablefields in this report are populated from the Service_Interval table as documented in the Database SchemaGuide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

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

Current Fields in the Peripheral Service Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report grid generated from the stock template.


All Fields Historical ReportsSample IVR Ports Performance Historical Report



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


The enterprise name of the peripheral service.

Derived from: Service.EnterpriseName.

Service Name

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

Derived from: Service_Interval.DateTime.

DateTime

The total number of tasks associated with the service that wereanswered by agents in the interval.

Derived from: Service_Interval.CallsAnswered.

Ans

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

Derived from: Service_Interval.AvgSpeedAnswer.

ASA

The number of tasks associated with the service that were handledin the interval.

Derived from: Service_Interval.CallsHandled.

Handled

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

Derived from: Service_Interval.HandleTime /Service_Interval.CallsHandled.

AHT

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

Derived from: Service_Interval.CallsAbandQ.

Aban Q

Average delay time in HH:MM:SS (hours, minutes, seconds) oftasks associated with the service that were abandoned in queuein the interval.

Derived from: Serivce_Interval.DelayQAbandTime /Service_Interval.CallsAbandQ.

Avg Delay Q Aban

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

Derived from: Service_Interval.CallsQ.

Task Q

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

Derived from: Service_Interval.AvgDelayQ.

Avg Delay Q


All Fields Historical ReportsCurrent Fields in the Peripheral Service Historical All Fields Grid View


The Enterprise service level for the service in the interval.

Derived from: Service_Interval.ServiceLevel.

SL

The default value that indicates how the service level is calculatedby the ICM software (that is, how abandoned calls are handledin calculating the service level). You can override this defaultfor individual services.

Derived From: Service_Interval.ServiceLevelType.

SL Type

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

Derived from: Service_Interval.TransferInCalls.

Trans In

The number of tasks transferred out of the service in the interval.The value is updated in the database when the transfer of the callis completed.

Derived from: Service_Interval.TransferOutCalls.

Trans Out

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

Derived from: Service_Interval.CallsOut.

Out

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

Derived from: Service_Interval.RedirectNoAnsCalls.

RONA

Report Summary: The report has a summary row for each Service Name and a total summary for all Services.For more information, see Report summary rows.


All Fields Historical ReportsCurrent Fields in the Peripheral Service Historical All Fields Grid View


Sample Peripheral Service Historical All Fields ReportThis illustration is a sample of the report generated from the Peripheral Service Historical All Fields template.

Figure 20: Peripheral Service Historical All Fields Report 1 of 2

Figure 21: Peripheral Service Historical All Fields Report 2 of 2

Peripheral Skill Group Historical All FieldsPeripheral Skill Group reports show key statistics per skill group such as average speed of answer and callshandled, as well as agent state times per skill group. Use this report to evaluate skill group performance.


All Fields Historical ReportsSample Peripheral Service Historical All Fields Report

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. However, this does not include tasks wherethe caller abandoned in the local ACD queue.

This report displays the same data as the Enterprise Skill Group Historical report except that this report isorganized by media rather then by skill group.


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

Grouping: by Skill Group Name

Value List: Skill Group



• Skill_Group


Available Fields in the Peripheral Skill Group Historical Grid ViewAvailable fields for this report include the fields that appear by default as Current. In addition, most Availablefields in this report are derived from the Skill_Group_Interval table as documented in the Database SchemaGuide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

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

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured intervalreporting. For example,FTEAgents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from(Skill_Group_Interval.TalkTime / 900).

Current Fields In the Peripheral Skill Group Historical Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.



The skill group's enterprise name and ID.

Derived from: Skill_Group.EnterpriseName(Skill_Group.SkillTargetID).

Skill Group Name


Derived from: Skill_Group_Interval.DateTime.

DateTime


All Fields Historical ReportsAvailable Fields in the Peripheral Skill Group Historical Grid View




The number of tasks queued to this Skill Group inthe interval.

Derived from:Skill_Group_Interval.RouterQueueCalls +Skill_Group_Interval.CallsQueued.

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

Ent Queued

The skill group's average speed of answer inHH:MM:SS (hour, minutes, seconds) calculated fromthe time spent by callers when placed in queue andringing at the agent's desktop before the task isanswered divided by the number of tasks answered.

Derived from: Skill_Group_Interval.AnswerWaitTime/ Skill_Group_Interval.CallsAnswered.

ASA

SERVICE LEVEL

The count of calls that are routed to the skill groupor queued to the skill group in the last interval.

Derived from:Skill_Group_Interval.ServiceLevelCalls.

SL Ans

The count of calls that are abandoned within the skillgroup service level threshold in the last interval.

Derived from:Skill_Group_Interval.ServiceLevelCallsAband.

SL Aban

COMPLETED TASKS

The total number of tasks completed by this skillgroup in the interval.

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

Total

For voice: the total number of calls that wereabandoned while the agent's phone was ringing. Fornon-voice: the total number of tasks that wereabandoned while being offered to an agent.

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

Aban




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


RONA

The number of Routed tasks handled within this skillgroup in the interval.

Derived from: Skill_Group_Interval.CallsHandled.

Handled

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

Derived from:Skill_Group_Interval.HandledCallsTime /Skill_Group_Interval.CallsHandled.

AHT

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

Derived from:Skill_Group_Interval.HandledCallsTalkTime /Skill_Group_Interval.CallsHandled.

AAT

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

Derived from:Skill_Group_Interval.AbandonHoldCalls.

Aban Hold

End of Completed Tasks Grouping

The number of tasks transferred into the skill groupin the interval. The value is updated in the databasewhen the call is completed.

Derived from: Skill_Group_Interval.TransferInCalls.

Trans In

The number of tasks this agent transferred to anotheragent or skill group in the interval. This includesConsultative Calls. The value is updated in thedatabase when the transfer of the call is completed.

Derived from:Skill_Group_Interval.TransferredOutCalls +Skill_Group_Interval.NetTransferredOutCalls.

Trans Out




For default skill groups: the number of times an agentinitiated an outgoing external call in the interval. Forrouting skill groups: the number of times an agentinitiated a transfer or conference to an external devicein the interval.

Derived from: Skill_Group_Interval.AgentOutCalls.

Ext Out

AGENT STATE TIME

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

Derived from: Skill_Group_Interval.TalkTime.

Active Time

The total time agents spent in the Hold/Paused statein this skill group, measured in HH:MM:SS (hours,minutes, seconds) format. Includes Incoming Directand Outgoing Internal, although call counts are notshown in this report.

Derived from: Skill_Group_Interval.HoldTime.

Hold Time

The percentage of agents in the skill group who areNOT currently involved in tasks and who are readyto accept calls or tasks.

Derived from: Skill_Group_Interval.AvailTime /Skill_Group_Interval.LoggedOnTime.

% Not Active

The percentage of time that agents spent in the NotReady state in relation to LoggedOnTime or theinterval, whichever is less.

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

% Not Ready




The percentage of agents in the skill group who areworking on incoming tasks or who are in one of thetalking states.

Derived from:(Skill_Group_Skill_Group_Interval.TalkingInTime+Skill_Group_Skill_Group_Interval.TalkingOutTime+Skill_Group_Skill_Group_Interval.TalkingOtherTime+Skill_Group.Skill_Group_Interval.TalkingAutoOutTime+Skill_Group.Skill_Group_Interval.TalkingPreviewTime+Skill_Group.Skill_Group_Interval.TalkingReserveTime)/ Skill_Group_Skill_Group_Interval.LoggedOnTime.

% Active

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

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

% Hold

The percentage of time that agents spent working onReserved time in relation to LoggedOnTime orinterval, whichever is less.

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

% Reserved

The percentage of time that agents have spent inWrap-up state after incoming or outgoing calls inrelation to LoggedOnTime or interval, whichever isless.

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

% Wrap Up


Derived from:Skill_Group_Interval.RouterMaxCallsQueued.


RouterMaxCallsQueued




The longest time a call had to wait before it wasdispositioned (abandoned,answered, and so on) inthis interval.

Derived from:Skill_Group_Interval.RouterMaxCallWaitTime.


RouterMaxCallWaitTime

The total number of ACD calls to the skill group thatwere abandoned while ringing at an agent's position.The value is incremented at the time the calldisconnects.

Derived from:Skill_Group_Interval.AbandonRingCalls.

AbandonRingCalls

The number of calls answered by agents associatedwith a skill group during the reporting interval. Thisvalue is set by the PG. The number of calls answeredincludes only handled calls and internal calls received.The value is incremented at the time the call isanswered.

Derived from: Skill_Group_Interval.CallsAnswered.

CallsAnswered

Report Summary: There is a summary for each Skill Group Name and a total report summary. The summaryline displays the Max for RouterMaxCallsQueued and RouterQueueCalls. For more information, see Reportsummary rows.





Sample Peripheral Skill Group Historical ReportThis illustration is a sample of the report generated from the Peripheral Skill Group Historical All Fieldstemplate.

Figure 22: Peripheral Skill Group Historical Report 1 of 3




All Fields Historical ReportsSample Peripheral Skill Group Historical Report

Precision Queue Abandon Answer Distribution HistoricalPrecision Queue Abandon Answer Distribution is used to identify where in the routing, callers are abandoningand to identify the typical wait times and caller tolerance. For each precision queue, reports generated fromthis template display the number of answered and abandoned calls for separate intervals for the report timeperiod, broken out into interval summaries.


Views: This report has a grid view only.


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

• Attribute


• Precision_Queue



Available Fields in the Precision Queue Abandon-Answer DistributionHistorical Grid View

Available fields for this report include the fields that display by default as Current. Additional Available fieldsfor this template are populated from the Skill_Group_Interval and Bucket_Intervals tables as documented inthe Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

The following fields are from the Skill_Group_Interval table:

• Ans Wait Time: Derived from Skill_Group_Interval.AnswerWaitTime

• BucketIntervalID: Derived from Skill_Group_Interval.BucketIntervalID

• Calls Handled: Derived from Skill_Group_Interval.CallsHandled

• SkillTargetID: Derived from Skill_Group_Interval.SkillTargetID

• DelayQAban: Derived from Skill_Group_Interval.RouterDelayQAbandTime

• Router Calls Aban: Derived from Skill_Group_Interval.RouterCallsAbandToAgent+Skill_Group_Interval.RouterCallsAbandQ

The following Available fields are from the Bucket_Intervals table:

Interval 1 - Interval 10:Derived fromBucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9 wherethe tenth interval is everything greater than UpperBound9.


All Fields Historical ReportsPrecision Queue Abandon Answer Distribution Historical



Current Fields in the Precision Queue Abandon-Answer Distribution HistoricalGrid View

Current fields are those fields that appear by default in a report generated from the stock template.



Derived from: Precision_Queue.EnterpriseName andPrecision_Queue.PrecisionQueueID

The enterprise name of the Precision Queue and itsprecision queue ID.

Precision Queue


Attributes

Derived from: Router_Queue_Interval.DateTime

The date and time at the start of the reporting interval.

DateTime

Derived from: Skill_Group_Interval.AnswerWaitTime/ Skill_Group_Interval.CallsAnswered

The precision queue average speed of answer inHH:MM:SS (hour, minutes, seconds) based on thetime spent by callers in the queue and ringing at anagent desktop before the task is answered divided bythe number of answered tasks.

ASA

Interval 1 - Interval 10

Derived from:Bucket_Interval.UpperBound1(through9)

The amount of time that a call should be handled by.

Interval

Derived from: RouterQueueInterval.AnsInterval1(through10)

The number of calls which were answered in thisinterval.

Answered

Derived from: RouterQueueInterval.AbandInterval1(through10)

The number of calls which were abandoned in thisinterval.

Abandoned


All Fields Historical ReportsCurrent Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View


Derived from:Skill_Group_Interval.RouterMaxCallsQueued

The maximum number of calls in queue for this SkillGroup during this interval.

MaxCallsQueued

Derived from:Skill_Group_Interval.RouterMaxCallWaitTime

The longest time a call elapsed before it wasabandoned or answered in this interval.

MaxCallWaitTime


All Fields Historical ReportsCurrent Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View

Sample Precision Queue Abandon Answer Distribution Historical ReportThe following illustrations show examples of reports generated from the Precision Queue Abandon AnswerDistribution Historical Report template.

Figure 25: Precision Queue Abandon Answer Distribution Historical Report (1 of 2)

Figure 26: Precision Queue Abandon Answer Distribution Historical Report (2 of 2)

Precision Queue EfficiencyPrecision Queue Efficiency reports the efficiency and effectiveness of the Precision Queue logic by identifyingthe disposition of contacts per step.

Precision Queue Efficiency is an interval report.

The Precision Queue Efficiency report reflects trends across intervals and is not intended for reconciling thenumbers within an interval.


All Fields Historical ReportsSample Precision Queue Abandon Answer Distribution Historical Report

It is possible for a call to span intervals, therefore, a call may be offered in one time interval and answered ina second.



Grouping: This report is grouped by Precision Queue Name.



• Attribute

• Precision_Queue


Available Fields in the Precision Queue Efficiency All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional available fieldsin this report are derived from the Router_Queue_Interval table as documented in the Database Schema Guide.

Current Fields in the Precision Queue Efficiency All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.

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

AsOverflow and Skipped relate to following steps, they are inapplicable in step 10 (which has no followingstep) and, therefore, do not appear in step 10 in the report.


Derived from: Precision_Queue.EnterpriseName andPrecision_Queue.PrecisionQueueID.

The enterprise name of the precision queue and itsprecision queue ID.

Precision Queue


Attributes

Derived from: Router_Queue_Interval.DateTime

The date and time at the start of the reporting interval.

DateTime

The total number of calls offered for this precisionqueue in this reporting interval.

Derived from: Router_Queue_Interval.CallsOffered

CallsOffered

Step 1 - Step 10


All Fields Historical ReportsAvailable Fields in the Precision Queue Efficiency All Fields Grid View


Derived from: Router_Queue_Interval.OfferedStep(n)

The number of calls offered in this step.

Offered

Derived from: Router_Queue_Interval.SkipStep(n)

The number of calls skipped in this step.

Skipped

Derived from: Router_Queue_Interval.AnsStep(n)

The total of all calls offered in this precision queuethat were answered in this step.

Answered

Derived from:Router_Queue_Interval.AbandInterval(n)

The number of calls abandoned in this step.

Abandoned

Computed from:Router_Queue_Interval.OfferedStep(n+1)+SkipStep(n+1)

The number of calls which overflowed to the nextstep.

Overflow

This is a link to a Precision Queue Efficiency DrillDown report. For more information, see PrecisionQueue Efficiency Drill Down, on page 72.

PrecisionQueueChart


All Fields Historical ReportsCurrent Fields in the Precision Queue Efficiency All Fields Grid View

Sample Precision Queue Efficiency All Fields ReportThis illustration is a sample of the report generated from the Precision Queue Efficiency All Fields template.

Figure 27: Precision Queue Efficiency All Fields Report

Precision Queue Efficiency Drill DownThe Precision Queue Efficiency Drill Down report is filtered by the Precision Queue name and an absoluteDate Time range. For each 15- or 30-minute interval in a time span, the percentage of calls that are answeredfor each step of the Precision Queue are displayed on a stacked bar.

The Y axis is percentage answered, the X axis is time.

It is possible to have more than 100% answered in a step because it is an interval based metric, a call mighthave been offered in one time interval and answered in another.

If you select multiple Precision Queues the percent answered can grow to 200%.

The Precision Queue Efficiency Drill Down report reflects trends across intervals and is not intended forreconciling the numbers within an interval.


Views: This report has a stacked bar chart view only.



All Fields Historical ReportsSample Precision Queue Efficiency All Fields Report


• Precision_Queue


Precision Queue Interval All FieldsUse this report to evaluate Precision Queue performance and staffing. Precision Queue Interval provides keystatistics per Precision Queue such as average speed of answer and contacts handled, as well as agent statetimes. The Precision Queue interval report is comparable to Peripheral Skill Group Historical.



Grouping: This report is grouped by Precision Queue Name.



• Attribute

• Precision_Queue



Current Fields in the Precision Queue Interval All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.

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


Derived from: Precision_Queue.EnterpriseName.

The enterprise name of the Agent Precision Queue.

Precision Queue


Attributes

Derived from: Router_Queue_Interval.DateTime.

The date and time of the data for a selected row.

Date Time

Derived from: Router_Queue_Interval.QueueCalls.Calls Queued


All Fields Historical ReportsPrecision Queue Interval All Fields


Derived from: Skill_Group_Interval.AnswerWaitTime/Skill_Group_Interval.CallsAnswered.

The precision queue average speed of answer inHH:MM:SS(hour, minutes, seconds) based on thetime spent by callers in the queue and ringing at anagent desktop before the task is answered divided bythe number of answered tasks.

ASA

Service Level


Derived from: Router_Queue_Interval.ServiceLevel.

Service Level

Derived from:Router_Queue_Interval.ServiceLevelCallsOffered.

The number of calls that are routed to the precisionqueue or queued to the precision queue in the lastinterval.

SL Ans

Derived from:Router_Queue_Interval.ServiceLevelCallsAband.

The number of calls that are abandoned within theprecision queue service level threshold in the lastinterval.

SL Aban

Completed Tasks

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

The total number of tasks completed by this precisionqueue in the interval.

Total

Derived from: Router_Queue_Interval.CallsAbandQ+ Skill_Group_Interval.AbandonRingCalls.

For voice: the total number of calls that are abandonedwhile an agent phone is ringing.

For non-voice: the total number of tasks that areabandoned while offered to an agent.

Aban


All Fields Historical ReportsCurrent Fields in the Precision Queue Interval All Fields Grid View



The count of calls that are redirected with no answerwithin the Precision Queue service level threshold inthe last interval.

RONA

Derived from: Skill_Group_Interval.CallsHandled.

The number of inbound calls for which agents in theprecision queue during the interval answered andcompleted.

Handled

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

The average time spent by agents in this precisionqueue handling a task in the interval.

AHT

Derived from:Skill_Group_Interval.HandledCallsTalkTime/Skill_Group_Interval.CallsHandled

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

AAT

Derived from:Skill_Group_Interval.AbandonHoldCalls

The number of tasks offered to the precision queuethat are abandoned while being held or paused by theagent. The value is incremented at the time the calldisconnects.

Aban Hold

Derived from:Skill_Group_Interval.TransferInCallsTime

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

Trans In

Derived from:Skill_Group_Interval.TransferredOutCalls +Skill_Group_Interval.NetTransferredOutCalls

The number of tasks this agent transferred to anotheragent or precision queue in the interval. This includesConsultative Calls. The value is updated in thedatabase when the transfer of the call is completed.

Trans Out




Derived from: Skill_Group_Interval.AgentOutCalls

For default precision queues: the number of times anagent initiated an outgoing external call in the interval.For routing precision queues: the number of times anagent initiated a transfer or conference to an externaldevice in the interval.

Ext Out

Agent State Time

Derived from: Skill_Group_Interval.TalkTime

The time in HH:MM:SS (hours, minutes, seconds)that agents in the precision queue were in the Activestate in the interval.

Active Time

Derived from: Skill_Group_Interval.HoldTime

The total time agents spent in the Hold/Paused statein this precision queue, measured in HH:MM:SS(hours, minutes, seconds) format. Includes IncomingDirect and Outgoing Internal, although call countsare not shown in this report.

Hold Time

Derived from: Skill_Group_Interval.LoggedOnTime

The total duration in HH:MM:SS (hours, minutes,and seconds) during the period that agents werelogged into this skill group.

Log On Duration

This is a calculated field derived from:Skill_Group_Interval.AvailTime /Skill_Group_Interval.LoggedOnTime

The percentage of time that agents spent in the NotActive or Available state in relation toLoggedOnTime. This field applies to all precisionqueues.

%Not Active

This is a calculated field, derived from:Skill_Group_Interval.NotReadyTime /Skill_Group_Interval.LoggedOnTime

The percentage of time that agents spent in the NotReady state in relation to LoggedOnTime or theinterval, whichever is less. This field applies to allprecision queues.

%Not Ready




This is a calculated field, derived from:(Skill_Group_Interval.TalkInTime +Skill_Group_Interval.TalkOutTime +Skill_Group_Interval.TalkOtherTime +Skill_Group_Interval.TalkAutoOutTime +Skill_Group_Interval.TalkPreviewTime +Skill_Group_Interval.TalkReserveTime) /Skill_Group_Interval.LoggedOnTime

The percentage of time that agents spent talking oncalls in this precision queue in relation toLoggedOnTime.

% Active

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

The percentage of time that agents put a call on holdor paused a task in relation to LoggedOnTime or theinterval, whichever is less.

% Hold

This is a calculated field, derived from:Skill_Group_Interval.ReservedStateTime /Skill_Group_Interval.LoggedOnTime

The percentage of time that agents spent in theReserved state waiting for an ICM routed task fromthis precision queue in relation to LoggedOnTime.

% Reserved

This is a calculated field, derived from:(Skill_Group_Interval.WorkReadyTime +Skill_Group_Interval.WorkNotReadyTime) /Skill_Group_Interval.LoggedOnTime

The percentage of time that agents spent in theWrap-upstate after an incoming or outgoing calls toand from this precision queue in relation toLoggedOnTime.

% Wrap Up

Derived from:Skill_Group_Real_Time.PercentUtilizationTo5

The percentage of Ready time that agents in theprecision queue spent talking or doing call workduring the current five-minute interval. This is thepercentage of time agents spend working on callsversus the time agents were ready.

% Utilization

Derived from:Router_Queue_Interval.CallsAnswered

Number of calls answered by this precision queueacross all peripherals.

Calls Ans




Derived from:Skill_Group_Interval.AbandonRingCalls

For voice: the total number of calls that are abandonedwhile the agent phone is ringing.

For non-voice: the total number of tasks that areabandoned when offered to an agent.

Aban ring

Derived from:Router_Queue_Interval.MaxCallWaitTime

The longest a call had to wait before being answered,abandoned, or otherwise ended. This includes timein the network queue, local queue, and ringing at theagent if applicable.

MaxCallWaitTime

Derived from:Router_Queue_Interval.MaxCallsQueued

The maximum number of calls queued for thisprecision queue during this interval. Calls queuedagainst multiple precision queues are included in thecount for each precision queue to which the calls arequeued.

MaxCallsQueued

Available Fields in the Precision Queue Interval All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current. In addition, most Availablefields in this report are derived from the Router_Queue_Interval and Skill_Group_Interval table as documentedin the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.


All Fields Historical ReportsAvailable Fields in the Precision Queue Interval All Fields Grid View



Sample Precision Queue Interval All Fields ReportThis illustration is a sample of the report generated from the Precision Queue Interval template.

Figure 28: Precision Queue Interval All Fields Report (1 of 2)

Figure 29: Precision Queue Interval All Fields Report (2 of 2)

Skill Group Abandon-Answer Distribution HistoricalUse the Skill Group Abandon-Answer Distribution report to identify where in the skill group callers areabandoning and to identify the typical wait times for callers.



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


All Fields Historical ReportsSample Precision Queue Interval All Fields Report

Value List: Skill Groups



• Skill_Group


Available Fields in the Skill Group Abandoned-Answer Distribution HistoricalGrid View

Available fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from the following tables.

These Available fields are from the Skill_Group_Interval table:

• Ans Wait Time Derived from: Skill_Group_Interval.AnswerWaitTime.

• BucketIntervalID Derived from: Skill_Group_Interval.BucketIntervalID.

• Calls Handled Derived from: Skill_Group_Interval.CallsHandled.

• SkillTargetID Derived from: Skill_Group_Interval.SkillTargetID.

• DelayQAban Derived from: Skill_Group_Interval.CallDelayAbandTime.

• Router Calls Aban: Derived from: Skill_Group_Interval.TotalCallsAband.

These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Guide forCisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html:

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

Current Fields in the Skill Group Abandoned-Answer Distribution HistoricalGrid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.You can change them.


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


The enterprise name of the Skill Group.

Derived from:Skill_Group.EnterpriseName.

Skill Group Name


All Fields Historical ReportsAvailable Fields in the Skill Group Abandoned-Answer Distribution Historical Grid View




The date and time when the call type interval datawas generated inMM/DD/YYYY (month, day, year)and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period there issummary row for each selected call type.

Derived from:Skill_Group_Interval.DateTime.

Date Time


This is a calculated field, derivedfrom:Skill_Group_Interval.AnswerWaitTime/Skill_Group_Interval.CallsAnswered.

ASA

The number of calls answered/abandoned betweenthe time set to begin measuring and interval 1. Thesystem default interval 1 is 8 seconds. For example:00:00 - 00:08.

Derived from:Skill_Group_Interval.AnsInterval(1)and Skill_Group_Interval.AbandInterval(1).

Int 1 Ans and Aban



Int 2 Ans and Aban

The number of calls answered/abandoned betweeninterval 2 and interval 3. The system default interval3 is 60 seconds (1 minute). For example: 00:38 -01:38.


Int 3 Ans and Aban



Int 4 Ans and Aban


All Fields Historical ReportsCurrent Fields in the Skill Group Abandoned-Answer Distribution Historical Grid View




Int 5 Ans and Aban



Int 6 Ans and Aban



Int 7 Ans and Aban



Int 8 Ans and Aban

The number of calls answered/abandoned betweeninterval 8 and interval 9. The system default interval9 is 1200 seconds (20 minutes). For example: 23:08- 43:08.


Int 9 Ans and Aban

The number of calls answered/abandoned within theremaining time in the report time period measured inminutes and seconds. For example: > 43:08.


> Int 9 Ans and Aban





Derived from : Skill_Group_Interval.MaxCallsQueued.


MaxCallsQueued


Derived from :Skill_Group_Interval.MaxCallWaitTime.


MaxCallWaitTime

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totalsfor the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns.





Documents

All Fields Historical Reports - Cisco · •Reason_Code ... Available Fields in the Agent Not Ready Detail Grid View. Column (Field) Description Acodeandtext(ifconfigured)fromtheperipheralthat