Report Template Reference Guide For Cisco Unified ... · Report Template Reference Guide For Cisco Unified Intelligence Center, Release 9.0(2) First Published: October30,2012 Last

Report Template Reference Guide For Cisco Unified IntelligenceCenter, Release 9.0(2)First Published: October 30, 2012

Last Modified: March 11, 2014

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C O N T E N T S

P r e f a c e Preface ix

Purpose ix

Audience ix

Organization ix

Related Documentation x

Conventions x

Obtaining Documents xi

Feedback xi

C H A P T E R 1 Agent and Agent Skill Group Reports 1

Agent Queue Interval 1

Current Fields in the Agent Queue Interval Grid View 2

Available Fields in the Agent Historical All Fields Grid View 5

Sample Agent Queue Interval Report 6

Agent Not Ready Detail 6

Current Fields in the Agent Not Ready Detail Grid View 7

Available Fields in the Agent Not Ready Detail Grid View 8

Sample Agent Not Ready Detail Report 9

Agent Real Time 9

Current Fields in the Agent Real Time Grid View 9

Available Fields in the Agent Real Time Grid View 11

Sample Agent Real Time Report 11

Agent Skill Group Historical All Fields 12

Current Fields in the Agent Skill Group Historical All Fields Grid View 12

Available Fields in the Agent Skill Group Historical All Fields Grid View 16

Sample Agent Skill Group Historical All Fields Report 17

Agent Queue Real Time 18

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Current Fields in the Agent Queue Real Time Grid View 19

Available Fields in the Agent Queue Real Time Grid View 22

Sample Agent Queue Real Time Report 23

Agent State Real Time Graph 23

Agent Team Historical All Fields 24

Current Fields in the Agent Team Historical All Fields Grid View 25

Available Fields in the Agent Team Historical All Fields Grid View 28

Sample Agent Team Historical All Fields Report 29

Agent Team Real Time 30

Current Fields in the Agent Team Real Time Grid View 30

Available Fields in the Agent Team Real Time Grid View 32

Sample Agent Team Real Time Report 33

Agent Team State Counts Real Time 33

Current Fields in the Agent Team State Counts Real Time Report 33

Available Fields in the Agent Team State Counts Real Time Report 35

Sample Agent Team State Counts Real Time Report 36

C H A P T E R 2 Intelligence Center Admin 37

Resource Ownership and Access Report 37

Access Details Report for Groups 38

Audit Trail Report 38

Current Fields in Audit Trail Report Grid View 39

Sample Audit Trail Report 40

View Audit Trail Logging in Unified Intelligence Center 40

C H A P T E R 3 Call Type and Call Type Skill Group Reports 41

Call Type Abandon/Answer Distribution Historical 41

Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View 41

Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View 44

Sample Call Type Abandon/Answer Distribution Historical Report 45

Call Type Historical All Fields 46

Current Fields for the Call Type Historical All Fields Grid View 46

Available Fields in the Call Type Historical All Fields Grid View 50

Sample Call Type Historical All Fields Report 51

Call Type Historical All Fields Calls Answered by Call Types Chart 51

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Contents

Call Type Real Time 52

Current Fields in the Call Type Real Time Grid View 52

Available Fields in the Call Type Real Time Grid View 54

Sample Call Type Real Time Report 54

Call Type Real Time Queue Now Pie Chart 54

Call Type Queue Interval All Fields 54

Current Fields in the Call Type Queue Interval All Fields Grid View 55

Available Fields in the Call Type Queue Interval All Fields Grid View 57

Sample Call Type Queue Interval All Fields Report 57

C H A P T E R 4 Enterprise and Peripheral Service Reports 59

Enterprise Service Historical All Fields 59

Current Fields in the Enterprise Service Historical All Fields Grid View 59

Available Fields in the Enterprise Service Historical All Fields Grid View 61

Sample Enterprise Service Historical All Fields Report 62

Peripheral Service Historical All Fields 62

Current Fields in the Peripheral Service Historical All Fields Grid View 63

Available Fields in the Peripheral Service Historical All Fields Grid View 65

Sample Peripheral Service Historical All Fields Report 66

Peripheral Service Real Time All Fields 66

Current Fields in the Peripheral Service Real Time All Fields Grid View 67

Available Fields in the Peripheral Service Real Time All Fields Grid View 69

Sample Peripheral Service Real Time All Fields Report 69

C H A P T E R 5 Enterprise and Peripheral Skill Group Reports 71

Enterprise Skill Group Historical All Fields 71

Current Fields in the Enterprise Skill Group Historical All Fields Grid View 71

Available Fields in the Enterprise Skill Group Historical All Fields Grid View 75

Sample Enterprise Skill Group Historical All Fields Report 76

Enterprise Skill Group Real Time 77

Current Fields in the Enterprise Skill Group Real Time Grid View 77

Available Fields in the Enterprise Skill Group Real Time Grid View 81

Sample Enterprise Skill Group Real Time Report 81

Peripheral Skill Group Historical All Fields 81

Current Fields in the Peripheral Skill Group Historical Grid View 82

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Contents

Available Fields in the Peripheral Skill Group Historical Grid View 87

Sample Peripheral Skill Group Historical Report 88

Peripheral Skill Group Historical Skill Group Service Level Chart 89

Skill Group Abandon/Answer Distribution Historical 89

Current Fields in the Skill Group Abandon/Answer Distribution Historical Grid View 89

Available Fields in the Skill Group Abandon/Answer Distribution Historical Grid View 92

Sample Skill Group Abandon/Answer Distribution Historical Report 93

Peripheral Skill Group Real Time All Fields 93

Current Fields in the Peripheral Skill Group Real Time All Fields Grid View 94

Available Fields in the Peripheral Skill Group Real Time All Fields Grid View 98

Sample Peripheral Skill Group Real Time All Fields Report 98

C H A P T E R 6 Skill Group and Precision Queue Reports 99

Precision Queue Interval All Fields 99

Current Fields in the Precision Queue Interval All Fields Grid View 100

Available Fields in the Precision Queue Interval All Fields Grid View 105

Sample Precision Queue Interval All Fields Report 105

Precision Queue Real Time All Fields 106

Current Fields in the Precision Queue Real Time All Fields Grid View 106

Available Fields in the Precision Queue Real Time All Fields Grid View 109

Sample Precision Queue Real Time All Fields Report 110

Precision Queue Step Real Time 110

Current Fields in the Precision Queue Step Real Time Grid View 110

Available Fields in the Precision Queue Step Real Time Grid View 112

Sample Precision Queue Step Real Time Report 112

Precision Queue Efficiency 112

Current Fields in the Precision Queue Efficiency Grid View 113

Available Fields in the Precision Queue Efficiency Grid View 114

Sample Precision Queue Efficiency Report 114

Precision Queue Efficiency All Fields 114

Current Fields in the Precision Queue Efficiency All Fields Grid View 115

Available Fields in the Precision Queue Efficiency All Fields Grid View 115

Sample Precision Queue Efficiency All Fields Report 116

Agent Precision Queue Historical All Fields 116

Current Fields in the Agent Precision Queue Historical All Fields Grid View 117

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Contents

Available Fields in the Agent Precision Queue Historical All Fields Grid View 120

Sample Agent Precision Queue Historical All Fields Report 121

Precision Queue Efficiency Drill Down 122

Precision Queue Abandon Answer Distribution Historical 122

Current Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View 123

Available Fields in the Precision Queue Abandon-Answer Distribution Historical Grid

View 124

Sample Precision Queue Abandon Answer Distribution Historical Report 125

Agent Precision Queue Membership 125

Current Fields in the Agent Precision Queue Membership Grid View 126

How to View the Agent Precision Queue Membership Template 126

Available Fields in the Agent Precision Queue Membership Grid View 127

Sample Agent Precision Queue Membership Report 127

C H A P T E R 7 IVR Reports 129

IVR Ports Performance Historical 129

Current Fields in the IVR Ports Performance Historical Grid View 129

Available Fields in the IVR Ports Performance Historical Grid View 130

Sample IVR Ports Performance Historical Report 130

C H A P T E R 8 Working with Reporting Templates 131

Stock Report Templates 131

Historical and Real Time Templates 132

Custom Templates 133

Importing Reports 133

Importing Multiple Reports 134

Data Sources 135

Report Fields 135

Report Summaries 136

Reviewing Available and Current Report Fields 136

C H A P T E R 9 Unified ICM/Unified CCE Reporting Concepts 139

Abandoned Calls 140

Agent States 140

Average Speed of Answer 141

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Contents

Bucket Intervals 141

Call Detail Data 142

Call Types 143

Call Type Intervals 143

Error Count 143

FTE 144

HandleTime 144

Handled 144

Historical and Interval Data 144

Grouped Grids 146

Media Routing Domain 146

Overflow Out 146

Percent Utilization 147

Real-Time Data and Real-Time Reports 147

Redirection on No Answer 148

Service Levels 148

Services 151

Short Calls 152

Skill Groups 152

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Contents

Preface

• Purpose, page ix

• Audience, page ix

• Organization, page ix

• Related Documentation, page x

• Conventions, page x

• Obtaining Documents, page xi

• Feedback, page xi

PurposeThis guide explains the stock templates that are installed with the Cisco Unified Intelligence Center reportingplatform.

AudienceThis guide is intended for reporting users and report designers who use the Cisco Unified Intelligence Centerweb server to run the stock reports that are installed with Cisco Unified Intelligence Center.

OrganizationThis guide is organized as follows:

CoversThis section

The Agent and Agent Skill Group report templatesAgent and Agent Skill Group Reports

The Call Type and Call Type Skill Group templatesCall Type and Call Type Skill Group Reports

The Enterprise Service and Peripheral Service reporttemplates

Enterprise and Peripheral Service Reports

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CoversThis section

The Enterprise and Peripheral Skill Group reporttemplates

Enterprise and Peripheral Skill Group Reports

The IVR Ports Performance report templateIVR Reports

Working with Unified ICM/Unified CCE reportingtemplates

Working with Reporting Templates

Unified ICM/Unified CCE Reporting ConceptsUnified ICM/Unified CCE Reporting Concepts

Related DocumentationThe following documentation complements and supplements this guide:

• Guides for the Cisco Unified Intelligence Center

• The Unified Intelligence Center online help (available from the Unified Intelligence Center webapplication interface)

• Troubleshooting tips for the Cisco Unified Intelligence Center

• The Developers' Forum for the Cisco Unified Intelligence Center

• The Hardware & System Software Specification (Bill of Materials) for Unified ICM/CCE

• The Reporting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

• The Unified ICM/CCE Database Schema Handbook.

ConventionsThis manual uses the following conventions:

DescriptionConvention

Boldface font is used to indicate commands, such as user entries, keys,buttons, and folder and submenu names. For example:

• Choose Edit > Find.

• Click Finish.

boldface font

Report Template Reference Guide For Cisco Unified Intelligence Center, Release 9.0(2)x

PrefaceRelated Documentation

http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html

http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Intelligence_Suite

http://developer.cisco.com/web/ccr

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html

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

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html

DescriptionConvention

Italic font is used to indicate the following:

• To introduce a new term. Example: A skill group is a collectionof agents who share similar skills.

• For emphasis. Example: Do not use the numerical namingconvention.

• A syntax value that the user must replace. Example: IF (condition,true-value, false-value)

• A book title. Example: For more information, see the Cisco CRSInstallation Guide.

italic font

Window font, such as Courier, is used for the following:

• Text as it appears in code or that the window displays. Example:<html><title>Cisco Systems,Inc. </title></html>

window font

Angle brackets are used to indicate the following:

• For arguments where the context does not allow italic, such asASCII output.

• A character string that the user enters but that does not appear onthe window such as a password.

< >

Obtaining DocumentsFor information on obtaining documentation, submitting a service request, and gathering additional information,see the monthlyWhat's New in Cisco Product Documentation, which also lists all new and revised Ciscotechnical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to theWhat's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feedand set content to be delivered directly to your desktop using a reader application. The RSS feeds are a freeservice and Cisco currently supports RSS version 2.0.

FeedbackYou can provide comments about this document by sending email to the following address:

[email protected]

We appreciate your comments.

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PrefaceObtaining Documents

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

mailto:[email protected]

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PrefaceFeedback

C H A P T E R 1Agent and Agent Skill Group Reports

• Agent Queue Interval, page 1

• Agent Not Ready Detail, page 6

• Agent Real Time, page 9

• Agent Skill Group Historical All Fields, page 12

• Agent Queue Real Time, page 18

• Agent State Real Time Graph, page 23

• Agent Team Historical All Fields, page 24

• Agent Team Real Time, page 30

• Agent Team State Counts Real Time, page 33

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

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

Views: This report only has a grid view.

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

Value List: Agent

Database Schema Tables from which data is retrieved:

• Agent

• Agent_Interval

• Agent_Skill_Group_Interval

• Attribute

• Media_Routing_Domain

• Person

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• 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 here in the order (left to right) in which they appear by default in the stock template.

DescriptionColumn (Field)

The first and last name of the agent.

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

Agent Name

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.

Derived from Skill_Group.EnterpriseName orPrecision_Queue.EnterpriseName

Precision Queue / Skill GroupName

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

Attributes

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 Agent_Skill_Group_Interval.DateTime.

DateTime

COMPLETED TASKS

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

Derived from CallsHandled in the Agent_Skill_Group_Interval table.

Handled

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

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

AHT

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

Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold.

Held

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Agent and Agent Skill Group ReportsCurrent Fields in the Agent Queue Interval Grid View


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.

This field 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 theagent's phone was ringing.

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

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.

Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls.

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.

Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.

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 later transferred to another agentand the agent answers the call. For this call scenario, this field is notupdated in Unified CCE without a Unified CCE System PG.

Derived from Agent_Skill_Group_Interval.TransferredInCalls.

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.

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

Trans Out

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

Derived from Agent_Skill_Group_Interval.AgentOutCalls.

Ext Out




AGENT STATE TIMES

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

Derived from Agent_Interval.LoggedOnTime.

Log On Duration

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

This field 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.

% Active

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.

This field is a calculated field, derived fromAgent_Skill_Group_Interval.HoldTime /Agent_Interval.LoggedOnTimeTime.

% Hold

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

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

% Not Active

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.

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

% Not Ready

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

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

% Reserved




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

The agent state time percentages in the Report Summary row add upto 100 percent only after you select all the skill groups for an agent.When viewing a subset of an agent's skill groups, the percentages maynot balance.

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

% Wrap Up

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

Available Fields in the Agent 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 Agent_Interval, Agent_Skill_Group_Interval, and Media Routing Domaintables.

All fields but one take their value directly from the database. For example,Agent Not Ready is derived fromAgent_Interval.NotReadyTime.

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.


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

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

Figure 1: Agent Queue Interval Report 1 of 2

Figure 2: Agent Queue Interval Report 2 of 2

Agent Not Ready DetailUse this report to identify how agents spend their time when they are not handling contacts. Not Ready reasoncodes can be used for agents to identify this time by using numeric codes to identify Break, Training, or Follow


Agent and Agent Skill Group ReportsSample Agent Queue Interval Report

up for example. You can use this report to identify which Not Ready states agents use and how much timeagents spend in each of them.



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

Value List: Agent


• Agent

• Agent_Event_Detail


• Person

• Reason_Code

The report summarizes states by login date time. You might see one row for an agent's entire login sessionrather than individual rows for each state change.

To report on Agent Not Ready reason codes, configure the Not Ready Reason codes in the ICMConfiguration Manager and on the agent desktop software.

Note

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.

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.

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



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

Log On Duration


Agent and Agent Skill Group ReportsCurrent 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 it is notdefined, the reason code displays 0.

This field is a calculated field derived fromReason_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 field 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.

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 field 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 field is a calculated field derived from the SQL query.

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


Agent and Agent Skill Group ReportsAvailable Fields in the Agent Not Ready Detail Grid View

Sample Agent Not Ready Detail ReportThis illustration is a sample of the report generated from the Agent Not Ready Detail template.

Figure 3: Agent Not Ready Detail Report

Agent Real TimeThis report presents a table of selected agents showing each agent's currently active skill group, state, and calldirection within each Media Routing Domain into which the agent is logged. Agent Real Time providesinformation about current individual agent activity, such as how long an agent has been on a call or whetherthe agent is currently handling a voice or chat interaction.

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

Views: This report has only a grid view.

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

Value List: Agent


• Agent

• Agent_Real_Time

• Agent_Skill_Group_Real_Time

• Controller_Time


• Person

• Precision_Queue

• Reason_Code

• Service

• Skill_Group

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

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


Agent and Agent Skill Group ReportsSample Agent Not Ready Detail Report


The last and first name of the agent.

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

Agent Name

Precision Queue or Skill Group Name orNotApplicable.

Precision Queue is derivedfrom:Precision_Queue.EnterpriseName.

The precision route associated with the task on whichthe agent is currently working. If the agent is notinvolved in any task in the media routing domain, thisfield shows Not Applicable. Because an agent canlog in to multiple precision routes, this field is notfilled until the agent is assigned a task.

Skill Group Name is derived from:Skill_Group.EnterpriseName.

The skill group associated with the task on which theagent is currently working. If the agent is not involvedin any task in the media routing domain, this fieldshows Not Applicable. Because an agent can belogged in to multiple skill groups, this field is notfilled until the agent is assigned a task.

Precision Queue / Skill Group Name

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

Derived from: Attribute.EnterpriseName

Attributes

The current state of the agent.

Derived from: Agent_Real_Time.AgentState.

AgentState

The type of outbound task on which the agent iscurrently working.

Derived from: Agent_Real_Time.Destination.

Destination

The direction of active task:

• In (inbound task, as non-voice tasks are alwaysinbound).

• Out (outgoing external task).

• Other (outgoing or incoming internal task).

• Not Applicable (if the logged-in agent is notactive in the skill group).

Derived from: Agent_Real_Time.Direction.

Direction


Agent and Agent Skill Group ReportsCurrent Fields in the Agent Real Time Grid View


The time spent in the current agent state inHH:MM:SS (hours, minutes, seconds) format.

This field is a calculated field derived from:DATEDIFF(seconds,Agent_Real_Time.DateTimeLastStateChange,getdate()).

Duration

A code received from the peripheral that indicates thereason for the agent's last state change. If the code isnot defined, this displays 0.

For reason codes to appear in a report, you mustconfigure the agent's CTI OS desk settings and CTIOS registry settings to display the reason code. Setthis in the Unified ICMConfigurationManager AgentDesk Settings List tool.

Derived from: Agent_Real_Time.ReasonCode.

Reason Code

Available Fields in the Agent Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from fields in the Agent_Real_Time table as documented in the at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.

Note that:

•Media is derived from: Media_Routing_Domain.EnterpriseName.

• Service Name is derived from: Service.EnterpriseName.

• Enterprise Name is derived from: Skill_Group.EnterpriseName.

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

Figure 4: Agent Real Time Report


Agent and Agent Skill Group ReportsAvailable Fields in the Agent Real Time Grid View

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html



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

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


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


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.



The agent skill group's enterprise name.

Derived from Skill_Group.EnterpriseName.

Skill Group Name


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

Agent Name

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 fromAgent_Skill_Group_Interval.DateTime.

DateTime

COMPLETED TASKS


Agent and Agent Skill Group ReportsAgent Skill Group Historical All Fields


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

Derived from Agent_Skill_Group_Interval.CallsHandled.

Handled

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

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

AHT

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

Derived fromAgent_Skill_Group_Interval.IncomingCallsOnHold.

Held

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.

This field 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 wereabandoned while the agent's phone was ringing.

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

Derived fromAgent_Skill_Group_Interval.AbandonRingCalls.

Aban Rings

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

Derived fromAgent_Skill_Group_Interval.RedirectNoAnsCalls.

RONA

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.

Derived fromAgent_Skill_Group_Interval.AbandonHoldCalls.

Aban Hold


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


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 later transferredto another agent and the agent answers the call. Forthis call scenario, this field is not updated in theUnified CCE without a Unified CCE System PG.

Derived fromAgent_Skill_Group_Interval.TransferredInCalls.

Trans In

The number of calls this agent transferred to anotheragent or skill group in the interval. This numberincludes Consultative Calls if this transfer wasconsultative-not blind. The value is updated at thetime the agent completes the transfer of the call.

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

Trans Out

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

Derived fromAgent_Skill_Group_Interval.AgentOutCalls.

Ext Out

AGENT STATE TIMES

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


Log On Time

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

This field 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.

% Active




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

This field is a calculated field, derived fromAgent_Skill_Group_Interval.HoldTime /Agent_Interval.LoggedOnTimeTime.

% Hold

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

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

% Not Active

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.

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

% Not Ready

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

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

% Reserved

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

The agent state time percentages in the ReportSummary row add up to 100 percent only after youselect all the skill groups for an agent. When youview a subset of an agent's skill groups, you mightnotice that the percentages may not balance.

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

% 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.



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 agents in theskill group 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.


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

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 5: Agent Skill Group Historical All Fields Report 1 of 3




Agent and Agent Skill Group ReportsSample Agent Skill Group Historical All Fields Report

Agent Queue Real TimeAgent Queue Real Time provides combined information for Skill Groups and Precision Queues. Note thatagents with multiple skills or Precision Queues have a line item for each one in this report. Use this report tounderstand activity and staffing of Skill Groups and Precision Queues.



Grouping: This report is grouped by Skill Group Name.

Value List: Agent


• Agent

• Agent_Real_Time


• Attribute

• Controller_Time


• Person

• Precision Queue

• Reason_Code

• Service

• Skill_Group

• Skill_Group_Real_Time


Agent and Agent Skill Group ReportsAgent Queue Real Time

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



Precision Queue or Skill Group Name.

Precision Queue is derived from:Precision_Queue.EnterpriseName

The precision route associated with the task on which the agentis currently working. Because an agent can log into multipleprecision routes, this field is not filled until the agent isassigned a task.

Skill Group Name is derived from:Skill_Group.EnterpriseName

The skill group associated with the task on which the agent iscurrently working. Because an agent can log into multiple skillgroups, this field is not filled until the agent is assigned a task.


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

Attributes


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

Agent Name

The number of tasks currently queued for the skill group orprecision queue.

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

This field is Current by default and is applicable only to theUnified CCE. The equivalent field for the Unified ICM isnamed Queued Now (ICM) and is Available by default.

Ent Queued Now

The phone extension into which the agent is logged.

Derived from: Agent_Real_Time.Extension.

Extension

The current state of the agent in this skill group or precisionqueue. See Agent states.

Derived from: Agent_Skill_Group_Real_Time.AgentState.

Agent State

The date and time that the agent logged in to the skill groupor precision queue. The format is MM/DD/YYYY (month,day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from:Agent_Skill_Group_Real_Time.DateTimeLogin.

LogOn DateTime


Agent and Agent Skill Group ReportsCurrent Fields in the Agent Queue Real Time Grid View


The time spent in the current agent state in HH:MM:SS (hours,minutes, seconds) format.

This is a calculated field derived from: DATEDIFF(seconds,Agent_Real_Time.DateTimeLastStateChange, getdate()).

Duration in Current State

The mode by which the agent is connected (populated only forthe Unified CCE):

• 0 = NotMobile (Local agent; normal ACD/Unified CCEphone or non-voice task).

• 1 = Call By Call (Mobile agent's phone is connected foreach incoming call).

• 2 = Nailed Connection (Mobile agent calls and logs inonce; line remains connected through multiple calls).

Derived from: Agent_Real_Time.PhoneType.

Mobile Agent Mode

For a mobile agent (an agent working remotely), the currentphone number. Populated only for the Unified CCE.

Derived from: Agent_Real_Time.RemotePhoneNumber.

Mobile Agent Phone#

A code received from the peripheral that indicates the reasonfor the agent's last state change. If the code is not defined, thisdisplays 0.

Derived from: Agent_Skill_Group_Real_Time.ReasonCode.

For reason codes to appear in a report, you must configure theagent's CTI OS desk settings and CTI OS registry settings todisplay the reason code. Set this in the Unified ICMConfiguration Manager Agent Desk Settings List tool.

Reason Code

Whether or not the agent requested supervisor assistance:No|Yes.

Derived from: Agent_Real_Time.RequestedSupervisorAssist.

Supv Assist Reqstd

The type of outbound task on which the agent is currentlyworking.


Destination




The direction of the call that the agent is currently working on:

• NULL = None

• 0 = None

• 1 = In

• 2 = Out

• 3 = Other In

• 4 = Other Out/Outbound Direct Preview

• 5 = Outbound Reserve

• 6 = Outbound Preview

• 7 =Outbound Predictive/Progressive


Direction

Whether or not the agent is available to accept a task in thisMedia Routing Domain:

• NO (Not available)

• YES_ICM (Unified ICM available in media routingdomain)

• YES_APP (Application available in media routingdomain)

An agent is available for a task in a media routing domain(MRD) if the agent's state in that MRD is anything other thanNot Ready, the agent is not at the agent's maximum task limitfor the MRD, and the agent is not working on anon-interruptible task in another MRD. If an agent is UnifiedICM-available, then the Unified ICM can assign tasks to theagent. If an agent is Application-available, then the applicationcan assign tasks to the agent. In the former case, only theUnified ICM can assign tasks to the agent. In the latter, onlythe application can assign tasks to the agent.

Derived from: Agent_Real_Time.AvailableInMRD.

Avail in MRD

The number of tasks associated with the skill group that theagent is working on.

Derived from: Agent_Real_Time.CallInProgress.

Active Tasks

The SkillTargetID of the agent. Together withSkillGroupSkillTargetID identifies the skill group member.

Derived from: Agent_Real_Time.SkillTargetID.

AgentSkillTargetID




An identifier that is unique among all skill targets in theenterprise.

Derived from: Skill_Group.SkillTargetID

SkillTargetID

Available Fields in the Agent Queue Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current.

Additional Available fields in this report are populated from fields in the Agent_Real_Time table as documentedin the at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.

Note also that:

•Media is derived from: Media_Routing_Domain.EnterpriseName.

• Service Name is derived from: Service.EnterpriseName.

• Enterprise Name is derived from: Agent.EnterpriseName.


Agent and Agent Skill Group ReportsAvailable Fields in the Agent Queue Real Time Grid View



Sample Agent Queue Real Time ReportThis illustration is a sample of the report generated from for Agent Queue Real Time All Fields.

Figure 8: Agent Queue Real Time Report 1 of 2

Figure 9: Agent Queue Real Time Report 2 of 2

Agent State Real Time GraphThis report is a pie chart showing the current total count of agents in different agent states.

Views: This report has only a pie chart.



Agent and Agent Skill Group ReportsSample Agent Queue Real Time Report

Value List: Agent

Database Schema Tables from which data is retrieved: Agent_Real_Time.AgentState

The following data is represented in the Agent State Real Time pie chart graph.

Table 1: Agent State Real Time Pie Chart

DescriptionField

The agent is not available to be assigned a task.Not Ready

The agent has put himself in the Ready state using his agent desktop tool.Ready

The agent is working on a task or a call.Active

The agent is performing wrap-up work for a call.Wrap Up

The agent has been offered a call or task.

For voice calls, agents are Reserved when their phones are ringing.

Reserved

The agent receives a non-interrupted call or task while handling an interruptedtask.

Interrupted

The agent state is unknown.Unknown

For agents handling Outbound Option calls, the Hold state indicates that theagent is reserved for a call because the Outbound Dialer put the agent on holdwhile connecting the call.

Hold

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


Agent and Agent Skill Group ReportsAgent Team Historical All Fields


• Person

• Precision_Queue

• Skill_Group

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.



The Enterprise Name of the Agent Team.

Derived from Agent_Team.EnterpriseName.

Agent Team Name

The agent teams' primary supervisor.

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

Supervisor


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

Agent 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.

Derived from Agent_Skill_Group_Interval.DateTime.

DateTime

COMPLETED TASKS

The number of Unified ICM Routed tasks this agent handled.

Derived from Agent_Skill_Group_Interval.CallsHandled.

Handled

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

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

AHT

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

Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold.

Held Tasks

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

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

Avg Hold


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


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.

Derived from Agent_Skill_Group_Interval.AbandonRingCalls.

Aban Rings

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

Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls.

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.

Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.

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.

Derived from Agent_Skill_Group_Interval.TransferredInCalls.

Trans In

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

This is a calculated field derived fromAgent_Skill_Group_Interval.TransferredOutCalls +Agent_Skill_Group_Interval.NetTransferredOutCalls.

Trans Out

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

Derived from Agent_Skill_Group_Interval.AgentOutCalls.

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




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

This field 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.

% Active

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.

This field is a calculated field derived fromAgent_Skill_Group_Interval.HoldTime/Agent_Interval.LoggedOnTimeTime.

% Hold

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

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

% Not Active

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.

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

% Not Ready

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.

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

% Reserved

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

The agent state time percentages in the Report Summary row add up to 100percent only when you select all the precision queues for an agent. When youview a subset of precision queues for an agent, the percentages may notbalance.

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

% 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.



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

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


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

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

Figure 10: Agent Team Historical All Fields Report 1 of 3




Agent and Agent Skill Group ReportsSample Agent Team Historical All Fields Report

Agent Team Real TimeThis report shows the current status of the selected Agent Teams and the current agent states of each agentwithin the selected Agent Teams. Agent Team Real Time provides similar information to the Agent StateReal Time but presented and grouped by teams.



Grouping: This report is grouped and sorted by Agent Team Name and then by Supervisor.



• Agent

• Agent_Real_Time


• Agent_Team



• Person

• Precision Queue

• Service

• Skill_Group

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



The Enterprise Name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Agent Team Name

The Agent Team's primary supervisor.

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

Supervisor


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

Agent Name


Agent and Agent Skill Group ReportsAgent Team Real Time


Precision Queue or Skill Group Name or Not Applicable.

Precision Queue is derived from:Agent_Team.EnterpriseName.

The precision route associated with the task on which the agentis currently working. If the agent is not involved in any taskin theMedia RoutingDomain, this field showsNot Applicable.Because an agent can log in to multiple precision routes, thisfield is not filled until the agent is assigned a task.

Skill Group Name is derived from:Skill_Group.EnterpriseName.

The skill group associated with the task on which the agent iscurrently working. If the agent is not involved in any task inthe Media Routing Domain, this field shows Not Applicable.Because an agent can be logged in to multiple skill groups,this field is not filled until the agent is assigned a task.


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


Attributes

The current state of the agent.

Derived from: Agent_Real_Time.AgentState.

State

The length of time since the agent's state last changed,measured in HH:MM:SS (hours, minutes, seconds) format.

Derived from: DATEDIFF(second,Agent_Real_Time.DateTimeLastStateChange, getdate()).

Duration

A code received from the peripheral that indicates the reasonfor the agent's last state change. If no reason code is defined,this value is 0 (zero).

Derived from: Agent_Real_Time.ReasonCode.

Reason Code

The type of outbound task on which the agent is currentlyworking.


Destination


Agent and Agent Skill Group ReportsCurrent Fields in the Agent Team Real Time Grid View


The direction of the call that the agent is currently workingon:

• NULL= None

• 0 = None

• 1 = In

• 2 =Out

• 3= Other


Direction

Report Summary: There is a summary row for Agent Team Name, a summary row for each Supervisor anda report summary for all data. For more information, see Report Summary Rows.

Available Fields in the Agent Team Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are from the Agent_Real_Time table as documented in the at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.

Other tables used are:

• Agent_Team

◦The Agent Team field is derived from: Agent_Team.AgentTeamID.

◦The PriSupervisor Skill Target ID field is derived from: Agent_Team.PriSupervisorSkillTargetID.

• Person

◦FirstName is derived from: Person.FirstName.

◦LastName is derived from: Person.LastName.

•Media_Routing_Domain

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

• Service

◦Service Name is derived from: Service.EnterpriseName.


Agent and Agent Skill Group ReportsAvailable Fields in the Agent Team Real Time Grid View



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

Figure 13: Agent Team Real Time Report

Agent Team State Counts Real TimeAgent Team State Counts provides the distribution of agent states per team. Use this report to identify howmany agents are available in a current team.



Grouping: There is no grouping for this report. It is sorted by Agent Team.



• Agent

• Agent_Real_Time

• Agent_Team



• Person

Current Fields in the Agent Team State Counts Real Time ReportCurrent fields are those fields that appear by default in a report generated from the stock template.


DescriptionColumns (Fields)

The enterprise name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Agent Team Name


Agent and Agent Skill Group ReportsSample Agent Team Real Time Report


The team's primary supervisor.

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

Supervisor

The count of agents configured for the individual team.

Derived from: Count(Agent_Team_Member.SkillTargetID).

Total On Team

The number of agents currently logged in.

Derived from: Count of agents with Agent_Real_Time.AgentStatenot equal to 0.

Agent Logged On

The number of agents currently working on incoming tasks.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 11 or 4 andAgent_Real_Time.Direction is 1.

Active In

The number of agents currently working on outbound tasks.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 11 or 4 andAgent_Real_Time.Direction is 2.

Active Out

The number of agents currently working on internal (neitherinbound nor outbound) tasks. Examples of other tasks includeagent-to-agent transfers and supervisor tasks.

Derived from: count of agentswhereAgent_Real_Time.AgentStateis 11 or 4 and Agent_Real_Time.Direction is 3.

Active Other

The number of agents that have all active tasks on hold and havepaused tasks. The agent is not in the Hold state with one task onhold and talking on another task (for example, a consultative call).The agent must have all active tasks on hold.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 10 or 12.

Hold

The number of agents in the Not Active state, the state where theagent is ready to accept tasks, but is not currently involved in taskwork.


Not Active


Agent and Agent Skill Group ReportsCurrent Fields in the Agent Team State Counts Real Time Report


The number of agents in the Work Not Ready state and WorkReady state. TheWork Not Ready state is a state in which an agentis involved in after task work and is assumed not to be ready toaccept incoming tasks when done. TheWork Ready state is a statein which an agent is involved in after a task work and is assumedto be ready to accept incoming tasks when done.


Wrap Up

The number of agents in the Not Ready state, a state in whichagents are logged in but are neither involved in any task handlingactivity nor available to handle a task.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 2.

Not Ready

The number of agents currently in the Reserved state, a state inwhich an agent is selected to receive a task. An agent is in theReserved state until the task is answered.

Derived from: Count of agents whereAgent_Real_Time.AgentState is 8.

Reserved

Report Summary: There is a summary row for the total report. For more information, see Report SummaryRows.

Available Fields in the Agent Team State Counts Real Time ReportAvailable fields for this report include all fields that appear by default as Current. In the Current panel, theyappear by their display names (for example,Hold). In the Available panel, they appear by their database names(for example, hold_state).

These fields are from the Person, Agent_Team, Agent_Team_Member, and Agent_Real_Time tables.

Additional Available fields in this report are:

• Agent Team ID Derived from: Agent_Team_Member.AgentTeamID.

•Media Derived from: Media_Routing_Domain.EnterpriseName.

• Eligible for Task Derived from: Count of agents where Agent_Real_Time.AvailableInMRD is 0.

The number of agents who are eligible to receive tasks in the specified Media Routing Domain.

An agent can be in the Not Active state (available) and not be Eligible For Task in a Media RoutingDomain.

This can occur under the following circumstances:

◦In Media Routing Domains other than Voice: if the agent is currently working on a Voice task.


Agent and Agent Skill Group ReportsAvailable Fields in the Agent Team State Counts Real Time Report

◦In the Voice media routing domain: if the agent is currently working on a multimedia task otherthan an Email task.

An agent can work on a task (Active In state) and be Eligible For Task in a media routingdomain. This can occur in the Multi Session Chat (MSC) Media Routing Domain. Ifthe agent is currently working on an MSC task, an agent is eligible to receive a task upto the maximum task limit configured in the system.

Note

Sample Agent Team State Counts Real Time ReportThis illustration is a sample of the report generated from the Agent Team State Counts Real Time template.

Figure 14: Agent Team State Counts Report 1 of 2

Figure 15: Agent Team State Counts Report 2 of 2


Agent and Agent Skill Group ReportsSample Agent Team State Counts Real Time Report

C H A P T E R 2Intelligence Center Admin

Cisco Unified Intelligence Center now supports Audit Trail Logging. This feature allows you to view thesequence of audit records of each transaction or action that you perform on a Unified Intelligence Centerserver. You can view the audit trails using the Audit Trail stock report. Only system administrators canaccess and view this feature by default. However, a system administrator can then give permissions to otherIntelligence Center users to use this feature.

• Resource Ownership and Access Report, page 37

• Access Details Report for Groups, page 38

• Audit Trail Report, page 38

Resource Ownership and Access ReportThe Resource Ownership and Access report provides information about access rights of users and aboutownership status of users who use Unified Intelligence Center resources such as Dashboards, Reports, andother resources.

Current fields in the Report

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


User ID of the resource ownerOwner

Type of Unified Intelligence Center resource such asCollection, Dashboard, Data Source, Report, ReportDefinition, and Value List

Resource Type

Name of an instance of a Resource TypeResource

User ID that has access to this resourceUser

Rights to run the resourcePermissions:Execute

Rights to modify the resourcePermissions:Write


Value List

The report definition uses the following value lists: CUIC Users and CUIC Resource Types

Views

This report has one grid view: Grouped by Owner, Resource Type and Resource, sorted by Owner

Access Details Report for GroupsThe Access Details Report for Groups report provides information about access rights of groups that useUnified Intelligence Center resources such as Dashboards, Reports, and other resources.

Current fields in Access Details Report for Groups



Name of the groupGroup

Type of Unified Intelligence Center resource such asCollection, Dashboard, Data Source, Report, ReportDefinition, Schedule, and Value List

Resource Type

Name of an instance of a Resource TypeResource

Rights to run the resourcePermissions:Execute

Rights to modify the resourcePermissions:Write

The Resource Type Schedule is not applicable for the Access Details Report for Groups report for 9.0(1)release.

Value List

The report definition uses the following value lists: CUIC Groups and CUIC Resource Types

Views

This report has one grid view: Grouped by Group name and Resource Type and sorted by Group

Audit Trail ReportViews: This report has three grid views: Non-grouped, Groupby –EntityName, Groupby –Username.Grouping: This report has two grouped views: grouped and sorted by User and Entity Name. The third viewis un-grouped, which is also the default view for this report.

Value List: Unified Intelligence Center Users, Unified Intelligence Center Operations, Unified IntelligenceCenter Entity Types.


• CUICAUDITLOG

• CUICLOGEDENTITY


Intelligence Center AdminAccess Details Report for Groups

Current Fields in Audit Trail Report Grid ViewCurrent fields are those fields that appear by default in a report grid view generated from the stock template.You can change them.



The date and time when the user performed theoperation in the Unified Intelligence Center system.

Derived from cuicauditlog.loggedtime.

Event Time

Domain name and the Login ID of the user whologged in.

Derived from cuicauditlog.userid.

User

The action that the user performed on the system.

Derived from: cuicauditlog.operation.

Operation

The type of entity on which the user performed theaction.

Derived from: cuicauditlog.category.

Entity Type

The name of the specific entity that the user accessed.

Derived from: cuiclogedentity.entityname.

Entity Name

The outcome of the user operation.

Derived from cuicauditlog.status.

Status

A brief description of the action that the userperformed.

Derived from cuicauditlog.description.

Description

The RunAs User for this action.

Derived from cuicauditlog.runasuserid.

RunAs User

The IP address of the Unified Intelligence Centersystem that ths user accessed.

Derived from cuicauditlog.serverip.

Server IP

The name of the Unified Intelligence Center systemthat ths user accessed.

Derived from cuicauditlog.servername.

Server Name


Intelligence Center AdminCurrent Fields in Audit Trail Report Grid View

Sample Audit Trail Report

This illustration is a sample of the report generated from the Audit Trail Report template.

Figure 16: Sample Audit Trail Report

View Audit Trail Logging in Unified Intelligence CenterFollow this procedure to view the Audit Trail Logging.

Procedure

Step 1 Log in to the Unified Intelligence Center Reporting Interface.Step 2 Navigate to Reports > Stock > Intelligence Center Admin and click Audit Trail.

The system opens the Audit Trail Report Filter window.


Intelligence Center AdminSample Audit Trail Report

C H A P T E R 3Call Type and Call Type Skill Group Reports

• Call Type Abandon/Answer Distribution Historical, page 41

• Call Type Historical All Fields, page 46

• Call Type Real Time, page 52

• Call Type Queue Interval All Fields, page 54

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.



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

Value List: Call Type


• Bucket_Intervals

• Call_Type

• Call_Type_Interval

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



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



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, thereis summary 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 value is an important measureof service quality because the time can vary, evenover the course of one day, due to call volumes andstaff levels.

This field 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. Thisvalue includes calls that were abandoned in queue,calls that were abandoned while at the IVR(prompting or self service) and calls that wereabandoned while ringing at the agent's phone or enroute to the agent's phone.

This field 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


Call Type and Call Type Skill Group 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


Call Type and Call Type Skill Group ReportsCurrent Fields in the Call Type Abandon/Answer Distribution Historical Grid View


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.

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

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.

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.


Call Type and Call Type Skill Group ReportsAvailable Fields in the Call Type Abandon/Answer Distribution Historical Grid View

• 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 at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html:

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

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 17: Call Type Abandon Answer Distribution Historical Report 1 of 2

Figure 18: Call Type Abandon Answer Distribution Historical Report 2 of 2


Call Type and Call Type Skill Group ReportsSample Call Type Abandon/Answer Distribution Historical Report



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: This report is grouped by call type and then by date and time.



• Call_Type


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


Call Type and Call Type Skill Group ReportsCall Type Historical All Fields



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

ASA

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


Call Type and Call Type Skill Group ReportsCurrent Fields for the Call Type Historical All Fields Grid View


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

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

This field 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 prerouted 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 field 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 field 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 field 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.

This field is a calculated field, derived from:

(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 field 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.

MaxCallsQueued

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

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.

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.


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

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 19: Call Type Historical All Fields Report 1 of 2

Figure 20: Call Type Historical All Fields Report 2 of 2

Call Type Historical All Fields Calls Answered by Call Types ChartThe stock graph for this report is a pie chart that shows Calls Answered by Call Type.

To select this view, run the Call Type Historical report. Then select Calls Answered by Call Types from theReport Viewer.


Call Type and Call Type Skill Group ReportsSample Call Type Historical All Fields Report

Call Type Real TimeReports generated from the Call Type Real Time template show the current status of call types. The reportprovides an overall view, by Call Type, of current activity such as Calls in Queue, longest call in queue, andlast 5-minute statistics.


Views: This report has a grid view and a gauge view. The gauge view shows the number of tasks currentlyin the queue.



• Call_Type

• Call_Type_Real_Time

Current Fields in the Call Type Real Time 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

Average Speed of Answer during the rollingfive-minute interval. The total Answer Time for alltasks of the call type divided by the number of tasksof this type answered during the current five-minuteinterval.

This field is a calculated field, derived from:(Call_Type_Real_Time.AnswerWaitTimeTo5 /Call_Type_Real_Time.CallsAnsweredTo5).

ASA5

The number of tasks in Run VRUScript orWait state.This represents the number of tasks at VRUprompting or self service.

This field is a calculated field, derived from:Call_Type_Real_Time.CallsAtVRUNow -Call_Type_Real_Time.RouterCallsQNow.

VRU (not Q) Now

The number of tasks currently in the queue.

Derived from:Call_Type_Real_Time.RouterCallsQNow.

Queue Now


Call Type and Call Type Skill Group ReportsCall Type Real Time


The number of tasks that have been routed to theUnified CCE agents but are not yet ended. Thiscolumn is incremented when the call is answered anddecremented when the call ends, after wrap up iscomplete, if applicable.

Derived from:Call_Type_Real_Time.CallsAtAgentNow.

CCE Agent Now

The time spent in queue for the longest currentlyqueued task, measured in HH:MM:SS (hours,minutes, seconds) format.

This field is a calculated field, determined bysubtracting the time the task entered the queue(Derived from:Call_Type_Real_Time.RouterLongestCallQ) fromthe current time.

Longest Queued

The Unified ICM/Unified CCE service level for therolling five-minute interval.

Derived from: Call_Type_Interval.ServiceLevelTo5.

SL

The number of calls of this call type handled for thecall type ending during the rolling five-minuteinterval.

Derived from:Call_Type_Real_Time.CallsHandledTo5.

Handled5

The number of tasks abandoned at the IVR duringthe rolling five-minute interval, while offered to theagent and on route to the agent.

Derived from:Call_Type_Real_Time.TotalCallsAbandTo5.

Aband5

The number of tasks abandoned before the servicelevel timer expired during the rolling five-minuteinterval.

Derived from:Call_Type_Real_Time.ServiceLevelAbandTo5.

Aband Within SL

The average time of abandoned calls for this call typeduring the rolling five-minute interval, measured inHH:MM:SS (hours, minutes, seconds) format.

This field is a calculated field, derived from:Call_Type_Real_Time.CallDelayAbandTimeTo5 /Call_Type_Real_Time.TotalCallsAbandTo5.

Avg Aban


Call Type and Call Type Skill Group ReportsCurrent Fields in the Call Type Real Time Grid View

Report Summary: There is a summary for all data in the report. For more information, see Report SummaryRows.

Available Fields in the Call Type Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are populated from the Call_Type_Real_Time table as documented in the at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.

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

Figure 21: Call Type Real Time Report

Call Type Real Time Queue Now Pie ChartThe stock graphical view for this report is a gauge that shows the number of tasks currently in the queue.

To select this view, run the Call Type Real Time report. Then select Call Type_Queue Now from the ReportViewer.

Figure 22: Call Type Real Time Queue Now Pie Chart

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.

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


Call Type and Call Type Skill Group ReportsAvailable Fields in the Call Type Real Time Grid View





Grouping: This report is grouped by call type and then by date and time.



• Call _Type

• Precision_Queue

• Call_Type_SG_Interval

• Attribute

• Router_Queue_Interval

• Skill_Group


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

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.

Derived from: Skill_Group.Enterprise orPrecision_Queue.EnterpriseName


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

Derived from: Call_Type_SG_Interval.DateTime.

DateTime


Attributes

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

Derived from: Call_Type_SG_Interval.CallsHandled.

Handled


Call Type and Call Type Skill Group ReportsCurrent Fields in the Call Type Queue Interval All Fields Grid View



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

ASA

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

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

Derived from: Call_Type_SG_Interval.RouterCallsAbandQ.

Aban in Queue

The longest a call had to wait before being answered,abandoned, or otherwise ended. This value includestime in the network queue, local queue, and ringingat the agent, if applicable.

Derived from:Router_Queue_Interval.MaxCallWaitTime

MaxCallWaitTime


Call Type and Call Type Skill Group ReportsCurrent Fields in the Call Type Queue Interval All Fields Grid View


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.

Derived from:Router_Queue_Interval.MaxCallsQueued

MaxCallsQueued

Report Summaries

The summary line displays the maximum for MaxCallsQueued and MaxCallWaitTime.

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.

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 23: Call Type Queue Interval All Fields Report


Call Type and Call Type Skill Group ReportsAvailable Fields in the Call Type Queue Interval All Fields Grid View


Call Type and Call Type Skill Group ReportsSample Call Type Queue Interval All Fields Report

C H A P T E R 4Enterprise and Peripheral Service Reports

• Enterprise Service Historical All Fields, page 59

• Peripheral Service Historical All Fields, page 62

• Peripheral Service Real Time All Fields, page 66

Enterprise Service Historical All FieldsEnterprise Services may be configured in an ICM environment to report collectively on a group of servicesacross ACDs. This report is not applicable to Contact Center Enterprise environments.



Grouping: This report is grouped by Enterprise Name.

Value List: Service


• Enterprise_Service

• Enterprise_Service_Member

• Service_Interval

• Service

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

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/Unified CCE service level threshold in the interval.

Derived from: Service_Interval.ServiceLevel.

SL


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


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

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.

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.


Enterprise and Peripheral Service ReportsAvailable Fields in the Enterprise Service Historical All Fields Grid View

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


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

Figure 24: Enterprise Service Historical All Fields Report 1 of 2

Figure 25: Enterprise Service Historical All Fields Report 2 of 2

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 information on mapping TDM entities, such as VDNs


Enterprise and Peripheral Service ReportsSample Enterprise Service Historical All Fields Report

in Avaya, see the relevant ACD supplement. Peripheral Service reports are not applicable to Contact CenterEnterprise environments.



Grouping: This report is grouped by Service Name.

Value List: Service


• Service


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.



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


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


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

Derived from: Service_Interval.CallsAbandQ.

Aban Q

The average delay time in HH:MM:SS (hours, minutes, seconds)of tasks 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

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



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


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

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.

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 exception is the Service field, which is derived from Service.ServiceName.


Enterprise and Peripheral Service ReportsAvailable 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 26: Peripheral Service Historical All Fields Report 1 of 2

Figure 27: Peripheral Service Historical All Fields Report 2 of 2

Peripheral Service Real Time All FieldsWith ICM, the Peripheral Service Real Time report provides current information, such as calls in queue perservice.


Enterprise and Peripheral Service ReportsSample Peripheral Service Historical All Fields Report

For more information about services, see Reporting Concepts for Cisco Unified ICM/CCE and Hosted athttp://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html. Forinformation on mapping TDM entities, such as VDNs in Avaya, see the relevant ACD supplement at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Peripheral Service reports are not applicable to Contact Center Enterprise environments.



Value List: Service


• Service

• Service_Real_Time

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


The enterprise name of the peripheral service.

Derived from: Service.EnterpriseName.

Service Name

The number of inbound and outbound calls currently thatwere previously offered (for example, calls being played, anannouncement, queued calls, or connected calls) and arecurrently being handled for the service.

Derived from: Service_Real_Time.CallsInProgress.

In Progress

The tasks in queue associated with the service now at theperipheral.

Derived from: Service_Real_Time.CallsQNow.

Q Now

The number of tasks associated with the service that wereabandoned while in queue or ringing during the rollingfive-minute interval.

An abandoned task is one in which the caller hung up beforebeing connected with an agent. If the caller hangs up almostimmediately, you might not want to count that as anabandoned task. When configuring each peripheral, you canspecify the minimum length of an abandoned task.

Derived from: Service_Real_Time.CallsAbandQTo5.

Aban Q 5


Enterprise and Peripheral Service ReportsCurrent Fields in the Peripheral Service Real Time All Fields Grid View





The average delay time of tasks associated with the servicethat were abandoned in the service queue during the rollingfive-minute interval. This value is calculated asfollows:DelayQAbandTimeTo5 / CallsAbandQTo5.

Derived from: Service_Real_Time.AvgDelayQAbandTo5.

Avg Delay Q Aban5

The average answer wait time for tasks associated with theservice during the rolling five-minute interval:AnswerWaitTimeTo5 / CallsOfferedTo5.

Answer wait time is the elapsed time from when the task isoffered at the peripheral to when it is answered. This includesall DelayTime, LocalQTime, and RingTime associated withthe task.

Derived from: Service_Real_Time.AvgSpeedAnswerTo5.

ASA5

The average handle time in HH:MM:SS (hours, minutes,seconds) for tasks associated with the service during therolling five-minute interval. The value is calculated asfollows: HandleTimeTo5 / CallsHandledTo5.

Derived from: Service_Real_Time.AvgHandleTimeTo5.

AHT5

The time that the longest available agent associated with theservice became available.

Derived from: Service_Real_Time.LongestAvailAgent.

LAA

The time that the longest call in the queue for the service wasput there.

Derived from: Service_Real_Time.LongestCallQ.

Longest Task Q

The number of calls the peripheral overflowed into thisservice during the rolling five-minute interval.

Derived from: Service_Real_Time.OverflowInTo5.

Flow In 5

The number of calls overflowed out of this service during therolling five-minute interval.

Derived from: Service_Real_Time.OverflowOutTo5.

Flow Out 5

The Enterprise service level for the service during the rollingfive-minute interval.

Derived from: Service_Real_Time.ServiceLevelTo5.

SL5

The number of calls to the service abandoned within theservice level threshold during the rolling five-minute interval.

Derived from: Service_Real_Time.ServiceLevelAbandTo5.

SL5 Aban


Enterprise and Peripheral Service ReportsCurrent Fields in the Peripheral Service Real Time All Fields Grid View


The number of calls to the service answered within theUnified ICM service level during the rolling five-minuteinterval.

Derived from: Service_Real_Time.ServiceLevelCallsTo5.

SL5 Tasks

Report Summary: The report has a total summary row for all fields. For more information, see ReportSummary Rows.

Available Fields in the Peripheral Service Real Time All Fields Grid ViewAvailable fields for this report grid include the fields that appear by default as Current. Available fields inthis report are populated from the Service_Real_Time 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.

The exception is the Service field, which is derived from Service.EnterpriseName.

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

Figure 28: Peripheral Service Real Time All Fields Report 1 of 2

Figure 29: Peripheral Service Real Time All Fields Report 2 of 2


Enterprise and Peripheral Service ReportsAvailable Fields in the Peripheral Service Real Time All Fields Grid View




Enterprise and Peripheral Service ReportsSample Peripheral Service Real Time All Fields Report

C H A P T E R 5Enterprise and Peripheral Skill Group Reports

• Enterprise Skill Group Historical All Fields, page 71

• Enterprise Skill Group Real Time, page 77

• Peripheral Skill Group Historical All Fields, page 81

• Skill Group Abandon/Answer Distribution Historical, page 89

• Peripheral Skill Group Real Time All Fields, page 93

Enterprise Skill Group Historical All FieldsViews:This report only has a grid view.

Grouping: by Enterprise Skill Group Name

Value List: Enterprise Skill Group


• Enterprise_Skill_Group

• Enterprise_Skill_Group_Member

• Skill_Group

• Skill_Group_Interval

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



DescriptionColumn (Field

The enterprise skill group's enterprise name and ID.

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

Enterprise Skill Group Name

The number of tasks queued to this Skill Group in the interval.Derived from: Skill_Group_Interval.RouterCallsQueued.

This field is Current by default and is applicable to CCE only. Theequivalent field for Unified ICM is named Total Queued (ICM)is Available by default.

Ent Queued

The skill group's average speed of answer in HH:MM:SS (hour,minutes, seconds) calculated from the time spent by callers whenplaced in queue and ringing at the agent's desktop before the taskis answered divided by the number of tasks answered.

Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered.

ASA

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

Derived from: Skill_Group_Interval.DateTime.

DateTime

COMPLETED TASKS

The total number of tasks completed by this skill group in theinterval.

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 were abandoned while theagent's phone was ringing. For non-voice: the total number of tasksthat were abandoned while being offered to an agent.

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

Aban

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

RONA

The number of Routed tasks handled within this skill group in theinterval.

Derived from: Skill_Group_Interval.CallsHandled.

Handled


Enterprise and Peripheral Skill Group ReportsCurrent Fields in the Enterprise Skill Group Historical All Fields Grid View


TheAverage 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 that abandoned whilebeing held or paused by the agent. The value is incremented at thetime the call disconnects.

Derived from: Skill_Group_Interval.AbandonHoldCalls.

Aban Hold

End of Completed Tasks Grouping

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

Derived from: Skill_Group_Interval.TransferInCallsTime.

Trans In



Trans Out

The number of completed outbound ACD calls made by agents inthe skill group, during a interval. The value is updated in thedatabase when any after-call work time associated with the call iscompleted.

Derived from: Skill_Group_Interval.AgentOutCalls.

Ext Out

AGENT STATE TIMES

The total time spent in the Active state within this skill group inthe interval, measured in HH:MM:SS (hours, minutes, seconds)format.

Derived from: Skill_Group_Interval.TalkTime.

Active Time

The total time agents spent in the Hold/Paused state in this skillgroup in the interval, measured in HH:MM:SS (hours, minutes,seconds) format.

Derived from: Skill_Group_Interval.HoldTime.

Hold Time




The total time in the interval the agents were logged into this skillgroup, measured in HH:MM:SS (hours, minutes, seconds) format.

Derived from: Skill_Group_Interval.LoggedOnTime.

Log On Duration

The percentage of time that agents have spent in the Not Active orAvailable state in relation to LoggedOnTime or the interval,whichever is less.

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

% Not Active

The percentage of time that agents spent in the Not Ready state inrelation to LoggedOnTime or the interval, whichever is less.

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

% Not Ready

The percentage of time the interval that the agent of this skill grouphas spent in Active state in this Skill Group in relation toLoggedOnTime.

Derived from: Skill_Group_Interval.TalkTime /Skill_Group_Interval.LoggedOnTime.

% Active

The percentage of time the interval that agents have put a call fromthis skill group on hold in relation to LoggedOnTime.

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

% Hold

The percentage of time the interval that agents have spent inReserved state waiting for an ICM routed call from this skill groupin relation to LoggedOnTime.

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

% Reserved

The percentage of time the interval that agents have spent inWrap-up state after incoming or outgoing tasks in relation toLoggedOnTime or interval, whichever is less.

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

% Wrap Up

The percentage of time the interval that the agents of this skill groupspent in busy other state.

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

% Busy Other




The maximum number of calls queued for this skill group duringthis interval. Calls queued against multiple skill groups will beincluded in the count for each skill group it was queued to.

Derived from : Skill_Group_Interval. RouterMaxCallsQueued.

RouterMaxCallsQueued

The longest time a call had to wait before it was dispositioned(abandoned or answered) in this interval.

Derived from : Skill_Group_Interval. RouterMaxCallWaitTime.

RouterMaxCallWaitTime

Report Summary: There is a summary for each Enterprise Skill Group Name and a total report summary.The summary line displays the Max for RouterMaxCallsQueued and RouterQueueCalls.

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 Guide.

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)


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


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

Figure 30: Enterprise Historical Skill Group All Fields Report 1 of 3




Enterprise and Peripheral Skill Group ReportsSample Enterprise Skill Group Historical All Fields Report

Enterprise Skill Group Real TimeThe Enterprise Skill Group Real Time report shows the current status of the selected enterprise skill groups,providing real time information about calls in queue for Enterprise Skill Groups. Enterprise Skill Groupsprovide the ability to group skill groups within a peripheral or in different peripherals.

If a call is queued to an Enterprise skill group, then the call is queued at each peripheral skill group that belongsto the enterprise skill group. Therefore one call queued to an enterprise skill group composed of five peripheralskill groups shows up as five calls.

For more information about Enterprise Skill groups, see Reporting Concepts for Cisco Unified ICM/CCE athttp://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.



Value List: Enterprise Skill Group


• Enterprise_Skill_Group

• Enterprise_Skill_Group_Member


• Skill_Group


Current Fields in the Enterprise Skill Group Real Time Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template. You canchange them. For more information, see Reviewing Available and Current Report Fields.



Enterprise and Peripheral Skill Group ReportsEnterprise Skill Group Real Time



The enterprise skill group's enterprise name and ID.

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

Enterprise Skill Group Name

The number of calls currently queued to the skillgroup at the CallRouter and at the local ACD queue.

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

Derived from:Skill_Group_Real_Time.RouterCallsQNow.

Ent Queued Now

The longest queued task on the routing media,measured in HH:MM:SS (hours, minutes, seconds)format.

This field is Current by default and is applicable toCCE only. The equivalent field for Unified ICM isnamed Longest Task Q (ICM) and is Available bydefault.

Derived from:Skill_Group_Real_Time.RouterLongestCallInQ.

Ent Longest Task Q

The Average Speed of Answer measured inHH:MM:SS (hours, minutes, seconds) format for theskill group during the rolling five-minute interval.

Derived from:Skill_Group_Real_Time.AnswerWaitTimeTo5 /Skill_Group_Real_Time.CallsAnsweredTo5.

ASA 5

The number of tasks that have been handled duringthe rolling five-minute interval.

Derived from:Skill_Group_Real_Time.CallsHandledTo5.

Handled

The average time in HH:MM:SS (hours, minutes,seconds) it has taken during the rolling five-minuteinterval to handle a task.

Derived from:Skill_Group_Real_Time.HandleCallsTimeTo5 /Skill_Group_Real_Time.CallsHandledTo5.

AHT


Enterprise and Peripheral Skill Group ReportsCurrent Fields in the Enterprise Skill Group Real Time Grid View


The number of agents that are currently logged on tothe skill group. This count is updated each time anagent logs on and each time an agent logs off.

Derived from: Skill_Group_Real_Time.LoggedOn.

Log On

The number of agents in the Not Ready state for theskill group. Not Ready is a state in which agents arelogged on but are neither involved in any call handlingactivity nor available to handle a call.

Derived from: Skill_Group_Real_Time.NotReady.

Not Ready

The number of agents in the skill group who arecurrently not working on a task associated with theskill group.

Derived from: Skill_Group_Real_Time.Avail.

Not Active

The number of agents in the skill group currentlyworking on inbound tasks.

Derived from: Skill_Group_Real_Time.TalkingIn.

Active In

The number of agents in the skill group currentlytalking on outbound calls.

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Out

The number of agents in the skill group currentlytalking on internal (neither inbound nor outbound)calls.

Examples of other calls include agent-to-agenttransfers and supervisor calls.

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Other

The number of agents in the skill group currentlytalking on AutoOut (predictive) calls.

Derived from:Skill_Group_Real_Time.TalkingAutoOut.

Active Auto Out

The number of agents in the skill group currentlytalking on outbound Preview calls.

Derived from:Skill_Group_Real_Time.TalkingPreview.

Active Preview

The number of agents in the skill group currentlytalking on agent reservation calls.

Derived from:Skill_Group_Real_Time.TalkingReserve.

Active Reservation




The average talk or active time measured inHH:MM:SS (hours, minutes, seconds) format duringthe rolling five-minute interval.

Derived from:(Skill_Group_Real_Time.HandledCallsTalkTimeTo5/ Skill_Group_Real_Time.CallsHandledTo5).

AAT

The number of agents currently in wrap-up state forthis skill group. Wrap Up is call-related workperformed by an agent after the call is over. An agentperforming wrap up is in either the Work Ready orWork Not Ready state.

Derived from: Skill_Group_Real_Time.WorkReady+ Skill_Group_Real_Time.WorkNotReady.

Wrap Up

The number of agents that have all active calls onhold or whose state to the skill group is Paused. Theagent is not in the Hold state with one call on holdand talking on another call (for example, aconsultative call). The agent must have all active callson hold.

Derived from: Skill_Group_Real_Time.Hold.

Hold

Number of agents for the skill group currently in theReserved state.

Derived from:Skill_Group_Real_Time.ReservedAgents.

Reserved

The number of agents currently in the BusyOtherstate.

Busy Other is a state in which the agent handling callsassigned to other skill groups during the interval.

For example, an agent might be talking on an inboundcall in one skill group while simultaneously loggedon to and ready to accept calls from other skill groups.The agent can be active (talking on or handling calls)in only one skill group at a time. Therefore, whileactive in one skill group, for the other skill group theagent is considered to be in the Busy Other state.

Derived from: Skill_Group_Real_Time.BusyOther.

Busy Other




The percentage of Ready time that agents in the skillgroup spent talking or doing call work during thecurrent five-minute interval. This is the percentageof time agents spend working on calls versus the timeagents were ready.

Derived from:Skill_Group_Real_Time.PercentUtilizationTo5.

% Utilization

Report Summary: There is a report summary. For more information, see Report Summaries.

Available Fields in the Enterprise Skill Group Real Time 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_Real_Time table as documented in the Database SchemaGuide.

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

Figure 33: Enterprise Skill Group Real Time Report 1 of 2

Figure 34: Enterprise Skill Group Real Time 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.


Enterprise and Peripheral Skill Group ReportsAvailable Fields in the Enterprise Skill Group Real Time Grid View



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: This report is grouped by Skill Group Name.




• Skill_Group


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

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

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


Enterprise and Peripheral Skill Group ReportsCurrent Fields in the Peripheral Skill Group Historical Grid View


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.

Derived from:Skill_Group_Interval.RedirectNoAnsCalls.

RONA

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


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.

Derived 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.

Max Queued

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

Derived from:Skill_Group_Interval.RouterMaxCallWaitTime.

Longest Queued

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.



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 at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.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).


Enterprise and Peripheral Skill Group ReportsAvailable Fields in the Peripheral Skill Group Historical Grid View




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

Figure 35: Peripheral Skill Group Historical Report 1 of 3




Enterprise and Peripheral Skill Group ReportsSample Peripheral Skill Group Historical Report

Peripheral Skill Group Historical Skill Group Service Level ChartThe stock graph for this report is a stocked bar chart that shows Aban, RONA, Handled, Aban Hold by SkillGroup.

To see this chart, run the Peripheral Skill Group Historical All Fields report and then select Skill Group ServiceLevel from the Report Viewer.

Figure 38: Peripheral Skill Group Historical Skill Group Service Level Chart

Skill Group Abandon/Answer Distribution HistoricalFor each skill group, reports generated from this template show the number of answered and abandoned callsfor separate intervals for the report's time period, broken out into interval summaries.


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




• Skill_Group


Current Fields in the Skill Group Abandon/Answer Distribution Historical GridView

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


Enterprise and Peripheral Skill Group ReportsPeripheral Skill Group Historical Skill Group Service Level Chart


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


The enterprise name of the skill group.

Derived from: Skill_Group.EnterpriseName.

Skill Group Name

The date and time when the Skill Group 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 Skill Group.


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:Skill_Group_Interval.AnswerWaitTime/Skill_Group_Interval.CallsHandled.

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.

Derivedfrom:Skill_Group_Interval.RouterAnsInterval1 andSkill_Group_Interval.RouterAbandInterval1.

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.

Derived from:Skill_Group_Interval.RouterAnsInterval2 andSkill_Group_Interval.RouterAbandInterval2.

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


Enterprise and Peripheral Skill Group ReportsCurrent Fields in the Skill Group Abandon/Answer Distribution Historical Grid View



Derived from: Skill_Group_Interval.AnsInterval4and Skill_Group_Interval.AbandInterval4.

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

The number of calls answered/abandoned betweeninterval 6 and interval 7. The system default interval7 is 300 seconds (5 minutes).For example: 08:08 -13:08.


Int 7 Ans and Aban

The number of calls answered/abandoned betweeninterval 7 and interval 8. The system default interval8 is 600seconds (10 minutes).For example: 13:08-23:08.


Int 8 Ans and Aban

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


Int 9 Ans and Aban


Enterprise and Peripheral Skill Group ReportsCurrent Fields in the Skill Group Abandon/Answer Distribution Historical Grid View


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

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

Derived from:Skill_Group_Interval.RouterMaxCallsQueued.

MaxCallsQueued

The longest time a call had to wait before it wasabandoned or answered in this interval.

Derived from:Skill_Group_Interval.RouterMaxCallWaitTime.

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.

Related Topics

Reviewing Available and Current Report Fields, on page 136Report Summaries, on page 136

Available Fields in the Skill Group Abandon/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.RouterDelayQAbandTime.

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

• int 1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Guide.


Enterprise and Peripheral Skill Group ReportsAvailable Fields in the Skill Group Abandon/Answer Distribution Historical Grid View


Sample Skill Group Abandon/Answer Distribution Historical ReportThe following illustrations show examples of reports generated from the Skill Group Abandon/AnswerDistribution Historical Report template.

Figure 39: Group Abandon/Answer Distribution Historical Report 1 of 2

Figure 40: Group Abandon/Answer Distribution Historical Report 2 of 2

Peripheral Skill Group Real Time All FieldsPeripheral Skill Group reports show real time statistics per skill group such as calls in queue and longest delay.Use this report for skill group activity.

If there are primary or secondary skill groups defined for the base skill group, then the base skill group isnot shown.

Note




Enterprise and Peripheral Skill Group ReportsSample Skill Group Abandon/Answer Distribution Historical Report

Grouping: This report is grouped by Skill Group Name


Corresponding WebView templates: perskg30: IPCC Peripheral Skill Group Status Real and perskg20:IPCC Peripheral Skill Group Status Real


• Media_Routing

• Skill_Group


Current Fields in the Peripheral Skill Group Real Time All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template. You canchange them. For more information, see Reviewing Available and Current Report Fields.



The enterprise name of the skill group and its skilltarget ID.

Derived from: Skill_Group.EnterpriseName.

Skill Group Name

The number of calls currently queued to the skillgroup at the Unified ICM (Network Queue) and atthe local ACD queue.

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

Derived from:Skill_Group_Real_Time.RouterCallsQNow.

Ent Queued Now

The longest queued task on the routing media,measured in HH:MM:SS (hours, minutes, seconds)format.

This field is Current by default and is applicable toCCE only. The equivalent field for Unified ICM isnamed Longest Task Q (ICM)and is Available bydefault.

Derived from:Skill_Group_Real_Time.RouterLongestCallInQ.

Ent Longest Task Q


Enterprise and Peripheral Skill Group ReportsCurrent Fields in the Peripheral Skill Group Real Time All Fields Grid View


The Average Speed of Answer measured inHH:MM:SS (hours, minutes, seconds) format for theskill group during the rolling five-minute interval.


ASA 5

The Average Speed of Answer during the rollingfive-minute interval, measured in HH:MM:SS (hours,minutes, seconds) format for the skill group.


Ans Within SL

The count of calls that are abandoned within the skillgroup service level threshold during the rollingfive-minute interval. Derived from:

Skill_Group_Real_Time.ServiceLevelCallsAbandTo5.

Aban Within SL


Derived from:Skill_Group_Real_Time.CallsHandledTo5.

Handled

The average time in HH:MM:SS (hours, minutes,seconds) it has taken during the rolling five-minuteinterval to handle a task.

Derived from:Skill_Group_Real_Time.HandleCallsTimeTo5 /Skill_Group_Real_Time.CallsHandledTo5.

AHT

The number of agents that are currently logged on tothe skill group. This count is updated each time anagent logs on and each time an agent logs off.

Derived from: Skill_Group_Real_Time.LoggedOn.

Log On

The number of agents in the Not Ready state for theskill group. Not Ready is a state in which agents arelogged on but are neither involved in any call handlingactivity nor available to handle a call.

Derived from: Skill_Group_Real_Time.NotReady.

Not Ready

The number of agents in the skill group who arecurrently not working on a task associated with theskill group.

Derived from: Skill_Group_Real_Time.Avail.

Not Active




The number of agents in the skill group currentlyworking on inbound tasks.

Derived from: Skill_Group_Real_Time.TalkingIn.

Active In

The number of agents in the skill group currentlytalking on outbound calls.

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Out

The number of agents in the skill group currentlytalking on internal (neither inbound nor outbound)calls.

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Other

The number of agents in the skill group currentlytalking on AutoOut (predictive) calls.

Derived from:Skill_Group_Real_Time.TalkingAutoOut.

Active Auto Out

The number of agents in the skill group currentlytalking on outbound Preview calls.

Derived from:Skill_Group_Real_Time.TalkingPreview

Active Preview

The number of agents in the skill group currentlytalking on agent reservation calls.

Derived from:Skill_Group_Real_Time.TalkingReserve.

Active Reservation


Derived from:(Skill_Group_Real_Time.HandledCallsTalkTimeTo5/ Skill_Group_Real_Time.CallsHandledTo5).

AAT

The number of agents currently in wrap-up state forthis skill group. Wrap Up is call-related workperformed by an agent after the call is over. An agentperforming wrap up is in either the Work Ready orWork Not Ready state.

Derived from: Skill_Group_Real_Time.WorkReady+ Skill_Group_Real_Time.WorkNotReady.

Wrap Up




The number of agents that have all active calls onhold or whose state to the skill group is Paused. Theagent is not in the Hold state with one call on holdand talking on another call (for example, aconsultative call). The agent must have all active callson hold.

Derived from: Skill_Group_Real_Time.Hold.

Hold

The number of agents for the skill group currently inthe Reserved state. Reserved is a state in which anagent is awaiting a call and is unavailable to receiveany incoming calls. This state applies to agents onNorthern Meridian ACDs only.

Derived from:Skill_Group_Real_Time.ReservedAgents.

Reserved


Busy Other is a state in which the agent handling callsassigned to other skill groups during the interval.

For example, an agent might be talking on an inboundcall in one skill group while simultaneously loggedon to and ready to accept calls from other skill groups.The agent can be active (talking on or handling calls)in only one skill group at a time. Therefore, whileactive in one skill group, for the other skill group theagent is considered to be in the Busy Other state.

Derived from: Skill_Group_Real_Time.BusyOther.

Busy Other


Derived from:Skill_Group_Real_Time.PercentUtilizationTo5.

% Utilization

Report Summary: There is a summary row for Skill Group Name. There is a total report summary for allfields. For more information, see Report Summaries.



Available Fields in the Peripheral Skill Group Real Time 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_Real_Time table as documented in the Database SchemaGuide.

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

Figure 41: Peripheral Skill Group Real Time Report 1 of 2

Figure 42: Peripheral Skill Group Real Time Report 2 of 2


Enterprise and Peripheral Skill Group ReportsAvailable Fields in the Peripheral Skill Group Real Time All Fields Grid View



C H A P T E R 6Skill Group and Precision Queue Reports

• Precision Queue Interval All Fields, page 99

• Precision Queue Real Time All Fields, page 106

• Precision Queue Step Real Time, page 110

• Precision Queue Efficiency, page 112

• Precision Queue Efficiency All Fields, page 114

• Agent Precision Queue Historical All Fields, page 116

• Precision Queue Efficiency Drill Down, page 122

• Precision Queue Abandon Answer Distribution Historical, page 122

• Agent Precision Queue Membership, page 125

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.

Value List: Precision Queue


• 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.


The enterprise name of the Agent Precision Queue.

Derived from: Precision_Queue.EnterpriseName.

Precision Queue


Attributes

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

Derived from: Router_Queue_Interval.DateTime.

Date Time

Derived from: Router_Queue_Interval.QueueCalls.Calls Queued

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.

Derived from: Skill_Group_Interval.AnswerWaitTime/Skill_Group_Interval.CallsAnswered.

ASA

Service Level


Derived from: Router_Queue_Interval.ServiceLevel.

Service Level

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

Derived from:Router_Queue_Interval.ServiceLevelCallsOffered.

SL Ans

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

Derived from:Router_Queue_Interval.ServiceLevelCallsAband.

SL Aban

Completed Tasks


Skill Group and Precision Queue ReportsCurrent Fields in the Precision Queue Interval All Fields Grid View


The total number of tasks completed by this precisionqueue 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 are abandonedwhile an agent phone is ringing.

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

Derived from: Router_Queue_Interval.CallsAbandQ+ Skill_Group_Interval.AbandonRingCalls.

Aban

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

Derived from:Skill_Group_Interval.RedirectNoAnsCalls.

RONA

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


Handled

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

This field is a calculated field, 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 precisionqueue.

Derived from:Skill_Group_Interval.HandledCallsTalkTime/Skill_Group_Interval.CallsHandled

AAT

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.

Derived from:Skill_Group_Interval.AbandonHoldCalls

Aban Hold




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

Derived from:Skill_Group_Interval.TransferInCallsTime

Trans In

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.

Derived from:Skill_Group_Interval.TransferredOutCalls +Skill_Group_Interval.NetTransferredOutCalls

Trans Out

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.

Derived from: Skill_Group_Interval.AgentOutCalls

Ext Out

Agent State Time

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

Derived from: Skill_Group_Interval.TalkTime

Active Time

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.

Derived from: Skill_Group_Interval.HoldTime

Hold Time

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

Derived from: Skill_Group_Interval.LoggedOnTime

Log On Duration




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

This field is a calculated field 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. This field applies to allprecision queues.

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

%Not Ready

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

This field 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

% Active

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

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

% Hold

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

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

% Reserved




The percentage of time that agents spent in theWrap-upstate after incoming or outgoing calls to/fromthis precision queue in relation to LoggedOnTime.

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

% Wrap Up

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.

Derived from:Skill_Group_Real_Time.PercentUtilizationTo5

% Utilization

The number of calls answered by this precision queueacross all peripherals.

Derived from:Router_Queue_Interval.CallsAnswered

Calls Ans

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.

Derived from:Skill_Group_Interval.AbandonRingCalls

Aban ring

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.

Derived from:Router_Queue_Interval.MaxCallWaitTime

MaxCallWaitTime

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.

Derived from:Router_Queue_Interval.MaxCallsQueued

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 at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.

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

Figure 43: Precision Queue Interval All Fields Report (1 of 2)

Figure 44: Precision Queue Interval All Fields Report (2 of 2)


Skill Group and Precision Queue ReportsAvailable Fields in the Precision Queue Interval All Fields Grid View



Precision Queue Real Time All FieldsThe Precision Queue Real Time report shows the current status of the selected precision queues. The reportprovides information such as calls in queue and longest delay per precision queue.






• Attributes

• Precision_Q_Real_Time

• Precision_Queue

Current Fields in the Precision Queue Real Time 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 precision queue.

Derived from: Precision_Queue.EnterpriseName.

Precision Queue



Attributes

The number of calls currently queued to the precisionqueue.

Derived from: Precision_Q_Real_Time.CallsQNow.

Queued Now

The longest queued call on the routing media,measured in HH:MM:SS (hours, minutes, seconds)format.

Derived from:Precision_Q_Real_Time.LongestCallInQ

Longest Call In Queue


Skill Group and Precision Queue ReportsPrecision Queue Real Time All Fields


The Average Speed of Answer measured inHH:MM:SS (hours, minutes, seconds) format for theprecision queue during the rolling five-minuteinterval.

Derived from:Precision_Q_Real_Time.AnswerWaitTimeTo5/Precision_Q_Real_Time.CallsAnsweredTo5.

ASA 5

The count of calls that are answered within theprecision queue service level threshold during therolling five-minute interval.

Derived from:Precision_Q_Real_Time.ServiceLevelCallsAnsTo5

Ans within SL

The count of calls that are abandoned within theprecision queue service level threshold during therolling five-minute interval.

Derived from:Precision_Q_Real_Time.ServiceLevelCallsAbandTo5.

Aban Within SL


Derived from:Precision_Q_Real_Time.CallsHandledTo5.

Handled

The average time in HH:MM:SS (hours, minutes,seconds) it takes during the rolling five-minuteinterval to handle a task.

Derived from:Precision_Q_Real_Time.HandleCallsTimeTo5 /Precision_Q_Real_Time.CallsHandledTo5.

AHT

The number of agents that are currently logged in tothe precision queue. This count is updated each timean agent logs on and each time an agent logs off.

Derived from: Precision_Q_Real_Time.LoggedOn.

Log On

The number of agents in the Not Ready state for theprecision queue. Not Ready is a state in which agentsare logged in but are neither involved in any callhandling activity nor available to handle a call.

Derived from: Precision_Q_Real_Time.NotReady.

Not Ready


Skill Group and Precision Queue ReportsCurrent Fields in the Precision Queue Real Time All Fields Grid View


The number of agents in the precision queue who arecurrently not working on a task associated with theprecision queue.

Derived from: Precision_Q_Real_Time.Avail.

Not Active

The number of agents in the precision queue currentlyworking on inbound tasks.

Derived from: Precision_Q_Real_Time.TalkingIn

Active In

The number of agents in the precision queue currentlytalking on international (neither inbound noroutbound) calls.

Derived from: Precision_Q_Real_Time.TalkingOther

Active Other


Derived from: (Precision_Q_Real_Time.HandledCallsTalkTimeTo5/ Precision_Q_Real_Time.CallsHandledTo5)

AAT

The number of agents currently in wrap-up state forthis precision queue. Wrap Up is call-related workperformed by an agent after the call is over. An agentperforming wrap up is in either the Work Ready orWork Not Ready state.

Derived from: Precision_Q_Real_Time.WorkReady+ Precision_Q_Real_Time.WorkNotReady

Wrap Up

The number of agents that have all active calls onhold or whose state to the precision queue is Paused.The agent is not in the Hold state with one call onhold and talking on another call (for example, aconsultative call). The agent must have all active callson hold.

Derived from: Precision_Q_Real_Time.Hold

Hold


Skill Group and Precision Queue ReportsCurrent Fields in the Precision Queue Real Time All Fields Grid View



Busy Other is a state in which the agent is handlingcalls assigned to other precision queues during theinterval.

For example, an agent might be talking on an inboundcall in one precision queue while simultaneouslylogged on to and ready to accept calls from otherprecision queues. The agent can be active (talking onor handling calls) in only one precision queue at atime. Therefore, while active in one precision queue,for the other precision queue the agent is consideredto be in the Busy Other state.

Derived from: Precision_Q_Real_Time.BusyOther

Busy Other


Derived from:Skill_Group_Real_Time.PercentUtilizationTo5

% Utilization

Available Fields in the Precision Queue Real Time 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 Precision_Queue_Real_Time table as documented in the at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.


Skill Group and Precision Queue ReportsAvailable Fields in the Precision Queue Real Time All Fields Grid View




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

Figure 45: Precision Queue Real Time All Fields Report

Precision Queue Step Real TimeThe Precision Queue Step Real Time report generated from this template shows the current status of theselected precision queues. The report provides real time information on a per-step basis to provide visibilityinto which step calls are queued in currently.

Query: This report is built from a Database Query.


Grouping: This report is grouped by Precision Queue Name and by Step Order.



• Precision_Queue

• Precision_Queue_Step

• Precision_Q_Step_Real_Time

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



Skill Group and Precision Queue ReportsSample Precision Queue Real Time All Fields Report


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

Derived from: Precision_Queue.EnterpriseName andPrecision_Queue.PrecisionQueueID.

Precision Queue

An integer that defines the unique row for a precisionqueue step. It is the primary key.

Derived from:Precision_Queue_Step.PrecisionQueueStepID.

Step

The number of agents logged in for this precisionqueue step.

Derived from:Precision_Q_Step_Real_Time.AgentsLoggedIn.

Agents Logged In

The number of agents eligible and available for thisprecision queue step.

Derived from:Precision_Q_Step_Real_Time.AgentsAvailable.

Agents Available

The length of time that the next agent to be selectedhas been available.

Derived from:Precision_Q_Step_Real_Time.NextAvailAgent.

LAA Time

The number of calls in queue for this precision queuestep.

Derived from:Precision_Q_Step_Real_Time.CallsInQueue.

Calls In Queue

The average length of queue time for this precisionqueue step.

Derived from:Precision_Q_Step_Real_Time.AvgCallsInQueueTime.

Avg Calls In Queue Time

The time stamp of the longest call in queue for thisprecision queue step.

Derived from:Precision_Q_Step_Real_Time.LongestCallInQueue.

Longest Call In Queue


Skill Group and Precision Queue ReportsCurrent Fields in the Precision Queue Step Real Time Grid View

Available Fields in the Precision Queue Step Real Time Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are derived from the Precision_Q_Step_Real_Time table as documented in the at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.

Sample Precision Queue Step Real Time ReportThis illustration is a sample of the report generated from the Precision Queue Step Real Time template.

Figure 46: Sample Precision Queue Step Real Time Report

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.

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






• Attribute

• Precision_Queue


Skill Group and Precision Queue ReportsAvailable Fields in the Precision Queue Step Real Time Grid View





Current Fields in the Precision Queue Efficiency Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template. You canchange them. For more information, see Reviewing Available and Current Report Fields.





Precision Queue

The attributes used in the precision queue definition.The report shows only those attributes that are used(maximum of five attributes).

Attributes

Attribute 1 associated with the precision queue.

The name of an attribute associated to the precisionqueue.

Attribute 1



Attribute 2



Attribute 3



Attribute 4



Attribute 5

The attributes used in the precision queue definition.The report shows only those attributes that are used(maximum of ten attributes).

Attributes 1 to 10

Derived from: Router_Queue_Interval.DateTime.

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

DateTime


Skill Group and Precision Queue ReportsCurrent Fields in the Precision Queue Efficiency Grid View


Step 1 - Step 10 (n)

Derived from:Router_Queue_Interval.OfferedStep(n).

The number of calls offered in this step.

Offered

Derived from:Router_Queue_Interval.AnsInterval(n).

The total of all calls offered in this precision queueanswered in this step.

Answered

This is a link to a Precision Queue Efficiency DrillDown report. For more information, see PrecisionQueue Efficiency Drill Down, on page 122.

PrecisionQueueChart

Available Fields in the Precision Queue Efficiency 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.

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

Figure 47: Precision Queue Efficiency

Precision Queue Efficiency All FieldsPrecision Queue Efficiency All Fields is a view of the Precision Queue Efficiency report.


Skill Group and Precision Queue ReportsAvailable Fields in the Precision Queue Efficiency Grid View

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.


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.




Precision Queue


Attributes


Derived from: Router_Queue_Interval.DateTime

DateTime

Step 1 - Step 10

The number of calls offered in this step.

Derived from: Router_Queue_Interval.OfferedStep(n)

Offered

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

Derived from: Router_Queue_Interval.AnsStep(n)

Answered

This is a link to a Precision Queue Efficiency DrillDown report. For more information, see PrecisionQueue Efficiency Drill Down, on page 122.

PrecisionQueueChart

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 at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.


Skill Group and Precision Queue 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 48: Precision Queue Efficiency All Fields Report

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.



• Agent

• Agent_Interval


• Attribute


Skill Group and Precision Queue ReportsSample Precision Queue Efficiency All Fields Report

• Person

• Precision_Queue

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.



The enterprise name of the Agent Precision Queue.

Derived from Precision_Queue.EnterpriseName

Precision Queue


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

Agent Name

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

Derived fromAgent_Skill_Group_Interval.DateTime.

DateTime


Attributes

COMPLETED TASKS

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

Derived from Agent_Skill_Group_Interval.CallsHandled

Handled

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


AHT

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

Derived fromAgent_Skill_Group_Interval.IncomingCallsOnHold

Held


Skill Group and Precision Queue ReportsCurrent Fields in the Agent Precision Queue Historical All Fields Grid View


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.

This field 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 areabandoned while the agent phone is ringing.

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

Derived fromAgent_Skill_Group_Interval.AbandonRingCalls

Aban Rings

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

Derived fromAgent_Skill_Group_Interval.RedirectNoAnsCalls

RONA

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.

Derived fromAgent_Skill_Group_Interval.AbandonHoldCalls

Aban Hold

The number of incoming calls that are transferred tothis agent from other agents within the sameperipheral that do not go to VRU 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 a VRU is later transferredto another agent and the agent answers the call. Forthis call scenario this field is not updated in UnifiedCCE without a Unified CCE System PG.

Derived fromAgent_Skill_Group_Interval.TransferredInCalls

Trans In




The number of calls this agent transferred to anotheragent or precision queue in the interval. This numberincludes consultative calls if this transfer wasconsultative-not blind. The value is updated at thetime the agent completes the transfer of the call.

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

Trans Out

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

Derived fromAgent_Skill_Group_Interval.AgentOutCalls

Ext Out

Agent State Times

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

Derived from Agent_Interval.LoggedOnTime

Log On Time

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

This field 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

% Active

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

This field is a calculated field, derived fromAgent_Skill_Group_Interval.HoldTime /Agent_Interval.LoggedOnTimeTime

% Hold




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

This field is a calculated field derived fromAgent_Interval.AvailTime /Agent_Interval.LoggedOnTime

% Not Active

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.

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

% Not Ready

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

This field is a calculated field, derived fromAgent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime

% Reserved

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

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

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

% Wrap Up

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

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.


Skill Group and Precision Queue ReportsAvailable Fields in the Agent Precision Queue Historical All Fields Grid View

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.

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




Skill Group and Precision Queue ReportsSample Agent Precision Queue Historical 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, and 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.



• Precision_Queue


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.





• Attribute


• Precision_Queue




Skill Group and Precision Queue ReportsPrecision Queue Efficiency Drill Down

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.



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

Derived from: Precision_Queue.EnterpriseName andPrecision_Queue.PrecisionQueueID

Precision Queue


Attributes


Derived from: Router_Queue_Interval.DateTime

DateTime

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.

Derived from: Skill_Group_Interval.AnswerWaitTime/ Skill_Group_Interval.CallsAnswered

ASA

Interval 1 - Interval 10

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

Derived from:Bucket_Interval.UpperBound1(through9)

Interval

The number of calls which were answered in thisinterval.

Derived from: RouterQueueInterval.AnsInterval1(through10)

Answered

The number of calls which were abandoned in thisinterval.

Derived from: RouterQueueInterval.AbandInterval1(through10)

Abandoned


Skill Group and Precision Queue ReportsCurrent Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View


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

Derived from:Skill_Group_Interval.RouterMaxCallsQueued

MaxCallsQueued

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

Derived from:Skill_Group_Interval.RouterMaxCallWaitTime

MaxCallWaitTime

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 at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.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.


Skill Group and Precision Queue ReportsAvailable 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 52: Precision Queue Abandon Answer Distribution Historical Report (1 of 2)

Figure 53: Precision Queue Abandon Answer Distribution Historical Report (2 of 2)

Agent Precision Queue MembershipReports generated from this template display a table of selected agents, the media routing domain into whichthe agent is logged, and the active Precision Queue with up to five associated attributes.



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


Skill Group and Precision Queue ReportsSample Precision Queue Abandon Answer Distribution Historical Report

Value List: Agent


• Agent


• Attribute

• Person

• Precision_Queue

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




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

Agent Name

The precision queues with which the agent is associated.

Derived from: Precision_Queue.EnterpriseName

Precision Queue

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

Attributes

How to View the Agent Precision Queue Membership TemplateWhen you are in the Agent Team Real Time report grid view, you can view the Agent Precision QueueMembership template.

Procedure

Step 1 In the Agent Team Real Time report grid view, in the Agent Name column, click an agent to view.The Choose a Drilldown dialog box appears.

Step 2 From the drop-down list, select AgentPrecisionQueueMembership.Step 3 Click OK.

The Agent Precision Queue Membership report template appears.


Skill Group and Precision Queue ReportsCurrent Fields in the Agent Precision Queue Membership Grid View

Available Fields in the Agent Precision Queue Membership Grid ViewAdditional Available fields in this report are populated from fields in the Agent_Skill_Group_Real_Timetable as documented in the at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.

Note also that:

• Precision Queue is derived from: Precision_Queue.EnterpriseName

• Attribute [1-n] is derived from: Attribute.EnterpriseName

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

Figure 54: Sample Agent Precision Queue Membership Report


Skill Group and Precision Queue ReportsAvailable Fields in the Agent Precision Queue Membership Grid View




Skill Group and Precision Queue ReportsSample Agent Precision Queue Membership Report

C H A P T E R 7IVR Reports

• IVR Ports Performance Historical, page 129

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: This report is grouped by IVR Ports.

Value List: Trunk

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

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.

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 at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.

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

Figure 55: IVR Ports Performance Report


IVR ReportsAvailable Fields in the IVR Ports Performance Historical Grid View



C H A P T E R 8Working with Reporting Templates

• Stock Report Templates, page 131

• Custom Templates, page 133

• Importing Reports, page 133

• Data Sources, page 135

• Report Fields, page 135

• Report Summaries, page 136

• Reviewing Available and Current Report Fields, page 136

Stock Report TemplatesUnified Intelligence Center is installed with stock report templates that display data that was saved in theUnified ICM/Unified CCE database. Stock reports can be downloaded from Cisco.com. After installingUnified Intelligence Center, you can import stock templates using the Import functionality and customize thestock reports based on your requirements. It is also possible to import other report templates that are populatedby other databases and to set a data source for those templates, but the stock templates are designed to presentUnified ICM/CC data.

Make Save As copies of the installed stock templates and work with your Save As copies.

You cannot do the following with the installed stock templates:

• Change the data source

• Edit the report definition, using Report Editor

• Delete the default grid view

• Edit (using Report Editor)

• Create additional views (grids, charts, and gauges)

• Set thresholds for fields

• Set options for fields (Only Premium license)

• Hide, move, rename, or in any way modify fields that appear by default in the grid view


You can do the following with stock templates, based on your User Role and Permissions:

• Save As

• Run

• Schedule

• Edit

• Delete (requires System Configuration Administrator privilege)

• Export (requires System Configuration Administrator privilege)

• Import (requires System Configuration Administrator privilege)

Historical and Real Time TemplatesThe stock Unified ICM/Unified CCE templates that are installed with Unified Intelligence Center are eitherHistorical or Real Time All Fields templates.

All Fields refers to the fact that, for the databases that are queried to populate the template, all fields in thedatabase are available to be included in the grid view or to be charted or gauged.

These Available fields are listed in the grid editor.

An historical report template:

• Receives data from the Unified CCE Historical data source.

• Is populated with interval data. The interval at which the database tables refresh can be a 15-minute ora 30-minute interval. You can set this interval in the Unified ICM Configuration Manager.

• Has a default refresh rate of 15 minutes. You can configure the Refresh Rate in the Report DefinitionProperties page in a Save As version of the report.

• Has an upper limit of 8,000 rows. You cannot configure the row limit. The Report Viewer indicateswhen the row limit is reached and when more data is available. You can adjust the filter and rerun thereport to see additional data.

A real time report template:

• Receives data from the Unified CCE Realtime Data Source.

• Is populated with current data that is passed by the Peripheral Gateways to the Unified ICM Router andthen saved to real-time database tables. By default, real time data is forwarded to the router every 15seconds. Old real-time data is constantly overwritten by new real-time data.

• Has a default refresh rate of 15 seconds. You can configure the Refresh Rate in the Report DefinitionProperties page in a Save As version of the report.

• Has an upper limit of 3,000 rows. You cannot configure the row limit. The Report Viewer indicateswhen the row limit is reached and when more data is available. You can adjust the filter and rerun thereport to see additional data.


Working with Reporting TemplatesHistorical and Real Time Templates

Custom TemplatesA custom template is:

• A new template that Report Designer users create.

• A Save As version of a stock template.

• An imported template.

Your Cisco support provider cannot assist you with custom report issues.Note

Importing ReportsThis page opens when you click Import Reports on the Available Reports Page in Unified Intelligence Center.

Report Designers can use this function to import report files that are saved locally and to import the Ciscoreport templates that were installed with Unified Intelligence Center.

Figure 56: Importing Reports

To import a report:

1 Click Browse and navigate to the template xml file to import a report from your computer (an xml or zipfile that is saved locally).

2 Select the Data Source from the drop-down list.

Select the correct and appropriate data source for the imported report. If you associate a report with thewrong data source, an error appears when you try to run the report.

Note

3 Click Save To and navigate to the report category folder into which you want to categorize the importedtemplates.

4 Click Import.


Working with Reporting TemplatesCustom Templates

5 Click Refresh on the Reports page to see the imported report.

Data from imported reports are extracted from the xml file and saved as configuration data in the UnifiedIntelligence Center database.

If your Available Reports page already contains a report template with the same name as a report you areimporting, you are prompted to use the existing report or to overwrite it.

Note

What is imported

• Report

• Report Definition

• Value Lists

• Views

• Values defined in the Report Editor (default view, online help)

• Thresholds

• Options

• Permissions

What is not imported

• Report Filters

• Collections

During the import, the software checks to see if any prerequisite objects needed by the report (such asValue Lists) already exist. If they do not, the import creates them. If they already exist, the import processleaves them in place and does not overwrite them.

This allows users from one system to write a report that uses a certain Value List (for example, the SkillGroups Value List), and then export the report and import it into another system that has another (different)Skill Groups Value List. You do not need to create a new Value List or to edit the report.

Reports are language-independent. The report templates and their generated output depends on the localeyou select for Unified Intelligence Center.

Note

Importing Multiple ReportsAlthough the stock templates are imported as a group, you must import other templates one at a time.

When you need to import multiple template (for example, when you back up your templates and want tore-import them), you can combine them in a zip file and import the zip file.


Working with Reporting TemplatesImporting Multiple Reports

If you import a zip file with multiple reports, Unified Intelligence Center extracts the zip file for you.Note

Data SourcesA template is not populated until you define its Data Source and test the Data Source connection.

To define a Data Source, select Data Sources drawer > Data Sources page > Create to open the DataSources create page.

For more information about how to create the data source see the online help.

Report FieldsFields in report templates have the following characteristics.

DESCRIPTIONREPORT FIELD

Report values for some fields are derived directly from thedatabase.

This is indicated by a field description similar to that for theQueue Now field in the Call Type Real Time All FieldsReport: Derived from:Call_Type_Real_Time.RouterCallsQNow.

Database field

Report values for some fields are derived from a calculationusing one or more fields in one or more tables.

This is indicated by a field description similar to that for theASA5 fields in the Call Type Real Time All Fields Report:Derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5/ Call_Type_Real_Time.CallsAnsweredTo5) .

Calculated field

Report fields are characterized in the grid editor as Available or as Current Field Order in Grid.

For each report, the grid editor displays panels of all available fields and those fields that currently appear inthe grid view of a generated report and has an interface that allows you to move fields from one panel to theother. For more information, see Reviewing Available and Current Report Fields.

The online help topic for each report lists the fields that are Current by default for that report as well as theAvailable fields.

Some Available fields are necessary for calculations, filtering, or options but might not be useful as visiblecolumns in the generated report. Examples are the fields for DOW, DOY, Week, Month, and Year.


Working with Reporting TemplatesData Sources

Report SummariesMany reports have one or several Summary rows. These summaries are enabled in the Grouping page of grideditor and show the footer values for the fields. You configure these value in the footer for each report columnin the Report Definition.

These footer values can be:

• None (blank)Footer values can be blank, for example, when a summary metric is not applicable or it is illogical tosummarize the value when the data is null, and for intervals in certain call type reports, which areconfigured values.

• Avg (average of all items in the column)Examples are percentages and the average length of time associated with the value the column represents.

• Sum (total of the values in the column)

• Count (total of all items in the column)

• Min (minimum value in the column)

• Custom (calculation derived from a custom formula that was applied to the footer value)

Reviewing Available and Current Report FieldsFor every custom report template and Save As copy of a stock template, you can see a panel that shows allthe database fields that areAvailable for the report and a panel that shows those fields thatCurrently displayin the grid view, as well as the order in which they appear and the way they are grouped under headers.

Each field either is or can be a column heading in a report.

You can move fields from the Available panel to the Current Field Order in the Grid panel.

To work with Available and Current report fields:

1 Open the Reports drawer.

2 Locate the report and right-click it.

3 Select Edit Views.

4 Select the radio button for the report and click Edit to open the Views > Edit page.

The panel of Available fields in on the left.

The panel for the Current Field Order in Grid fields is on the right.

You can use the > arrows to move fields between Available and Current Field Order in Grid.

In the Current Field Order in Grid panel, you can:

• Select a field and click the up or down arrows to can change the order in which the field appears.

• Right-click the field and select Properties to rename it.

• Right-click the field and select Thresholds to set a threshold for it.


Working with Reporting TemplatesReport Summaries

• Click Header to create superheaders that group related column headings.


Working with Reporting TemplatesReviewing Available and Current Report Fields


Working with Reporting TemplatesReviewing Available and Current Report Fields

C H A P T E R 9Unified ICM/Unified CCE Reporting Concepts

• Abandoned Calls, page 140

• Agent States, page 140

• Average Speed of Answer, page 141

• Bucket Intervals, page 141

• Call Detail Data, page 142

• Call Types, page 143

• Call Type Intervals, page 143

• Error Count, page 143

• FTE, page 144

• HandleTime, page 144

• Handled, page 144

• Historical and Interval Data, page 144

• Grouped Grids, page 146

• Media Routing Domain, page 146

• Overflow Out, page 146

• Percent Utilization, page 147

• Real-Time Data and Real-Time Reports , page 147

• Redirection on No Answer, page 148

• Service Levels, page 148

• Services, page 151

• Short Calls, page 152

• Skill Groups, page 152


Abandoned CallsA call is considered abandoned if the caller hangs up before connecting to an agent.

A high number of abandoned calls might be an indication that callers are waiting in the queue for too long.

Abandoned calls are reported against the following:

• Service: Service reports provide cumulative statistics for all abandoned calls.

• Call Types: Call Type reports provide additional visibility on where calls are abandoning.

• Skill Groups: Skill Group reports provide additional visibility on where calls are abandoning.

Calls that abandon before the Abandon Call Wait Time threshold are considered Short Calls. For example,if you configure the abandoned call wait time for 10 seconds, and a caller disconnects at nine seconds,that call is a short call and it is not considered offered or abandoned.

Note

Agent StatesThe following states can appear in reports. A state with an asterisk (*) is a voice media only state.

• Logged Off = 0

• Logged On = 1

• Not Ready = 2

• *Ready = 3

• *Talking = 4

•Work Not Ready = 5

•Work Ready = 6 - An agent doing wrap-up work (post-call activities, such as completing paperwork orconsulting with associates) is in either the Work Ready or the Work Not Ready state.

• Busy Other = 7

• Reserved = 8

• Unknown = 9

• Hold (Calls On Hold) = 10

• Active = 11

• Paused = 12

• Interrupted = 13

• Not Active = 14


Unified ICM/Unified CCE Reporting ConceptsAbandoned Calls

Average Speed of AnswerAverage Speed of Answer (ASA), also called Average Answer Wait Time, is the sum of the time that allincoming tasks to the service waited before being answered. This includes delay time, queue time, and ringtime.

Answer Wait Time starts when the call enters the queue and is set at these levels: Agent, Skill Group, CallType, and Service.

At the Agent and Skill Group levels, the ASAmetric is useful for monitoring agent and skill group performance.

At the Call Type and Service levels, the ASA metric provides insight into how callers experience the systemand how quickly calls are being answered.

For Agents: The agent's average speed of answer in HH:MM:SS (hour, minutes, seconds) is calculated bydividing the total time that callers spent in queue and while the call was ringing at the agent's desktop beforethe task is answered by the number of calls that the agent answered.

For Call Types: The average answer wait time from when first queue to skill group or LAA select node wasexecuted for this call to when this call was answered. This is an important measure of service quality becausethe time can vary, even over the course of one day, due to call volumes and staff levels.

For Routes: The average answer wait time, for all tasks offered to the route during the interval waited beforebeing answered.

For Services:

(Hist) The average answer wait time for all tasks offered to the route during the interval waited before beinganswered.

(RT) The average speed of answer for all tasks associated with the service during the last five minutes waitedbefore being answered.

For Skill Groups:The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculatedfrom the time spent by callers when placed in queue and ringing at the agent's desktop before the task isanswered divided by the number of tasks answered.

Bucket IntervalsBucket Intervals allow you to track data for calls abandoned or answered within specific time increments (forexample, between 0 and 8 seconds, or under 60 seconds). Bucket Intervals are associated with call types andcan be set for the system as a whole and for individual call types. Local settings override those set at thesystem level.

Service level tells you what percentage of calls are being answered within a certain time, but does not tell youhow closely to the service level calls are being answered or abandoned. Call type intervals provide additionalinsight into how long callers are waiting before their calls are answered or before they abandon.

For example, if your service level is two minutes, you might want to set up intervals for 30 seconds, oneminute, 80 seconds, 120 seconds, 180 seconds, 210 seconds, and 240 seconds. Using these intervals, you cansee whether calls are being answered in the thirty seconds after the service level threshold of 180 seconds orif most are waiting a full minute longer to be answered.

The intervals also give you insight into how long callers are willing to wait before abandoning. Perhaps manycallers do not abandon until two minutes past the service level. This might indicate that you can modify yourservice level goal.


Unified ICM/Unified CCE Reporting ConceptsAverage Speed of Answer

To avoid reporting inconsistencies, only modify Bucket Interval settings at specific time boundaries (that is,end of day, week, or month). Ensure that no one is running reports for the intervals that you are changingwhen you modify the boundaries.

The Unified CCE ships with a single System default Bucket Interval whose boundaries (increments) are: 8,30, 60, 90, 120, 180, 300, 600, and 1200 (in seconds).

Call Detail DataThere are two database tables that store call detail, as follows:

• Route Call DetailsFor every call routing request it handles, the Router records detailed data about the call and how it wasrouted to a peripheral by the Unified ICM. This route call detail data (RCD record) is stored in theRoute_Call_Detail table.

RCD data is written to the database when the script ends. Non-routed calls, such as direct dials, transfers,and conferences, have no RCD records.

You can use the data in the Route_Call_Detail table to see the starting point of the call. For example,you can see the ANI, any CEDs entered, and the type of request made. In addition, route call detail tellsyou how long the call was held in a enterprise queue.

• Termination Call DetailA detailed termination call detail (TCD) data record is written for each call that arrives at a peripheral(provided the proper monitoring is enabled for the peripheral).

The TCD record is written after the call segment terminates and the after-call work is complete.

Specifically, the CallRouter creates the Termination_Call_Detail record when it receives a ClosedCallIndmessage from the Open Peripheral Controller (OPC). OPC generates the ClosedCallInd message whena call is terminated (that is, when any after-call work associated with the call is complete, or when a callthat was not connected to an agent is terminated).

For example, typical Termination_Call_Detail data might show that the call was an Inbound ACD Call,that it was handled by a particular Skill Group, and that a particular agent handled the call. TheTermination_Call_Detail record also describes the call's final disposition (that is, how the call terminated:abandoned in network, disconnect/drop, abandoned delay, and so forth).

There can be many TCDs created per call, and it is possible for a call to have TCDs records but no RCDrecords.

The Termination_Call_Detail table includes records that indicate which TCDs were used to create theCall Type and the Call Type Skill Group reports.

Although Call Detail records are stored in the Route_Call_Detail and Termination_Call_Detail tables, noneof the standard (stock) reports retrieve data from these two tables for performance reasons.

These two detail tables can become very large. You must extract the data from the HDS into your owncustom database on a separate server (one that is not used for other Unified ICM/Unified CCE components).Use only DBDateTime (date and time of the record that was written to the HDS database) to perform theextraction. You can index the tables on the custom database according to the custom reporting needs.

Note

To use Call Detail data in reports, you must create custom reports that populate from your custom database.


Unified ICM/Unified CCE Reporting ConceptsCall Detail Data

Call TypesA call type is a category of incoming call. Based on the call type, the Router selects the routing script thatultimately sends the call to an appropriate agent.

Each call type has a schedule that determines which routing script or scripts are active for that call type atanytime.

Call types are the highest level of reporting entity and the first reporting entity for which the Unified ICMcaptures data. You can also use them to provide cradle-to-grave reporting under certain circumstances andyou can also use them to provide an enterprise view of applications in the call center.

Call Type IntervalsCall type intervals are specific time increments that allow you to see data for abandoned and answered calls.

A default set of intervals is provided at the system level, and you can configure call type intervals in relationto your service levels.

For example, if your service level threshold is 15 seconds and you want to see when callers are abandoningwithin that service level, you can set intervals of 5 seconds, 10 seconds, and 15 seconds.

If you do not configure intervals at the call type level, the system level intervals are used.

To configure call type intervals:

1 First use the Configuration Manager Bucket Interval configuration tool.

2 Then, using the ConfigurationManger Call Type configuration tool for a given call type or the ConfigurationManager System Information tool for system wide call types, assign intervals to individual call types.

Intervals are measured in minutes and seconds. The header time format is MM:SS.

Reports can show up to ten intervals. You can configure up to nine intervals with the tenth interval showingall the remaining data. Intervals not configured appear as blank intervals in the report and appear after theconfigured intervals.

No interval headers appear if the report is run over a period of time when no data is present. This happensbecause the report interval headers depend on the data being present.

Error CountThe error count field increments when:

• Translation-routed calls are abandoned while on route to destination target.

• Calls with misconfigured labels use default routing. (In this case, the ICRDefaultRoutedToHalf fieldalso increments.)

• Calls with misconfigured labels do not use default routing (for instance, when a default route has notbeen defined).


Unified ICM/Unified CCE Reporting ConceptsCall Types

FTEThe full-time equivalent (FTE in reports) is the number of full-time agents that are required to perform thework done during that interval for a skill group.

To calculate the FTE, Unified Intelligence Center divides the total time that work was performed by the totaltime in the interval. For example, if agents spent a total of three hours (180 minutes) handling tasks during ahalf-hour interval (30 minutes), the FTE for task handling during the interval is 180 minutes/30 minutes,which equals six full-time persons. This means that if all agents handled tasks full-time, six agents couldcomplete the work.

HandleTimeHandleTime is the time spent from the call being answered by the agent to the time the agent completedafter-call work time for the call.

This includes any HoldTime, TalkTime, and WorkTime associated with the call (from theTermination_Call_Detail table).

The HandleTime value is counted when the after-call work time associated with the call (if any) is completed.

HandledA handled call is:

• An incoming ACD call that was answered by an agent, and then completed.

• A call associated with Outbound Option that the agent answered, and then completed.

• A non-voice task that the agent started working on then completed.

A handled call/task is completed when the agent associated with the call/task finishes the wrap-up workassociated with the call/task.

Historical and Interval DataUnified ICM software stores some historical data in half-hour tables and other historical information in eitherhalf-hour or fifteen-minute summaries (but not both), based on Interval flags set in Configuration Manager.Parameters established during setup determine the retention of this data.

All customers should choose an interval and stay with it, as changing back and forth between 15- and30-minutes intervals impacts reporting.

Note

As a best practice, run large historical reports at off-peak hours. Take advantage of the Scheduled Reportsfeature to do this.


Unified ICM/Unified CCE Reporting ConceptsFTE

DescriptionHistorical Data

Some, but not all, Half_Hour tables now have an equivalent Interval table.The Half_Hour tables still appear in the database but are no longerpopulated.

Seven new Interval tables correspond to seven existing Half_Hour tables.Also one new Interval table (Call_Type_Skill_Group_Interval)corresponds to a new Call_Type_Skill_Group_Half_Hour table.

Eight Interval tables support fifteen-minute reporting if you configurethe system for it. The equivalent Interval tables are populated by either15- or 30-minute data, based on configuration.

By default, data is captured in 30-minuteintervals.

Note

Fields in the Interval tables are no longer appended by ToHalf. Forexample, the Agent_Half_Hour table has a field named AvailTimeToHalf.In the Agent_Interval table, that field is named AvailTime.

Interval tables are:

• Agent_Interval


• Peripheral_Interval




• Call_Type_Skill_Group_Interval

• Campaign_Query_Rule_IntervalThe Campaign_Query_Rule_Interval table has no intervalconfiguration. Both the Campaign_Query_Interva; tableand theCampaign_Query_Rule_Half_Hour table contain30-minute data.

Note

Interval (30- or 15-minute, basedon configuration)

Those Half_Hour tables that do not have new Interval tables are onlypopulated for completed half-hour intervals, and the data fields are storedin the database with the extension "ToHalf" (for example,Application_Gateway_Half_Hour.ErrorsToHalf).

These elements contain a value for a completed half-hour interval. Thecompleted interval is the time period falling between xx:00:00 andxx:29:59, or xx:30:00 and xx:59:59.

For example, if an error occurred at 15:47:00, it counts in the 15:30:00to 15:59:59 half-hour interval. Data for this interval is not written to thedatabase until the interval is complete (for example 16:00:00). Therefore,the latest error half-hour data is available for the previous completedinterval (that is, the 15:00:00 to 15:29:59).

Half Hour


Unified ICM/Unified CCE Reporting ConceptsHistorical and Interval Data

Grouped GridsBy default, all reports from stock templates appear in grid views (tables).

Click the Grouping button on the Views > Edit page to see or change report groupings.

Unified Intelligence Center supports four groupings (none, one, two, or three) and allows you to vertically-alignthe grouping value at the top, middle, or bottom of the report.

Reports with Grouped Grids

Support dynamic sorting.

Do not support options from the grouped columns.

Support thresholds.

Support summaries for up to three grouped columns in addition to a summary for the report as a whole.

Support rows per page.

Can include data about who ran the report and the filter used.

Media Routing DomainAMedia Routing Domain (MRD) is a collection of skill groups and services that are associated with a commonmedia class.

The Unified ICM uses MRDs to organize how requests for different media are routed.

Each skill group is assigned to a MRD. The Unified ICM software uses MRDs to route a task to an agent whois associated with a skill group and a particular medium.

Each MRD belongs to a Media Class.

You can report on activity for all of the MRDs that you configure in your system. The Voice MRD is createdby default for all deployments.

Overflow OutThe software keeps counts of the number of calls moved out of each service or route (overflowed out) andmoved into each service or route (overflowed in).

Overflow Out is incremented when the one of the following occurs:

• The call type associated with the current call is changed through use of a Call Type or Requalify node.

• The call is sent to a label using a label node.

• The call is redirected.


Unified ICM/Unified CCE Reporting ConceptsGrouped Grids

When a call is redirected, the PIM no longer can receive events for the call and has no way of referencingor tracking the call.

For example, the call might be redirected to a non-Unified ICM monitored device and then returned tothe switch with a different call ID.

The Unified ICM generates the termination call detail record with only the data originally tracked forthe call. Calls marked as Redirected are counted as Overflow Out calls in the Unified ICM service androute tables.

• The call was not default-routed, and the label was not a ring, busy, or announcement label.

• The call hit a release node

In the Unified CCE, to more accurately reflect call status, CallDisposition is set to 15 (Redirected) instead of4 (Abandon Delay) in the following cases:

•When a call leaves a CTI route point to be sent to IVR.

•When the agent transfers a call to another skill group, no agent is available, and the call is sent to IVR.

Percent UtilizationPercent utilization (% Utilization in reports) is computed by dividing the total time agents spend handlingcalls in a skill group by the total time agents were ready to handle tasks.

To calculate the time that an agent was ready, the Unified Intelligence Center subtracts the Not Ready timefrom the total time that agents were logged in. Percent utilization shows you howwell agents are being utilizedwithin a skill group. For example, if the agent spent 20 minutes of the log on duration handling calls and wasavailable to handle calls for 40 minutes, the percent utilization is 50%.

Real-Time Data and Real-Time ReportsIn real-time, each PG passes current status information to Unified ICM software. This current (real-time) data,which is kept in the Router's memory, includes data about agents, skill groups, services, call types, trunkgroups, and other entities.

Every 15 seconds (by default), the Router forwards the current (in-memory) data to the Distributor AdminWorkstation, where it is stored on a number of real-time tables in the local Admin Workstation databases anddistributed to the Client AWs.

Old real-time data is constantly overwritten by new real-time data.

DescriptionTime Increment

Half values contain a value for the current half-hour.

The current half-hour is defined as the time period falling between xx:00:00and xx:29:59, or xx:30:00 and xx:59:59.

For example, if it is currently xx:18:33, the CallsOfferedHalf real-timeelement contains a value that reflects the first 18 minutes and 33 secondsof the specific half-hour. When a new half-hour begins, at time (xx:00:00or xx:30:00), the database element is reset to zero.

Half


Unified ICM/Unified CCE Reporting ConceptsPercent Utilization

DescriptionTime Increment

Now contains a snapshot of the activity at a particular instant (the lastcheck).

For example, Unified ICM software tracks CallsQNow,which is the numberof calls currently in queue for a service or route.

When a call is answered, the CallsQNow count is reduced immediately byone (-1) because the call left the queue. This change is seen at the nextreal-time update of the report screen.

Now

The To5 values track data on a rolling five-minute basis. The rollingfive-minute data employs a sliding five-minute window.

The To5 data is updated every three seconds.When the oldest three-secondinterval expires, a new three-second interval is added. In this manner, thewindow is always placed on the current five-minute interval.

To5

To arrive at values for Today, Unified ICM software adds the values atthe end of each half-hour interval since midnight. It also counts the valuesfor the current half-hour.

At the end of each half hour, half-hour data (for example CallsOfferedHalf)is summed into the Today data.

At midnight, the real-time Today count is cleared in the database. Midnightis defined using the time of the peripheral.

Today

Real-time reports are generally small, with fewer than 20 rows. They are refreshed by default every 30 seconds.You can configure this refresh rate value on the Report Wizard Data Settings tab.

Redirection on No AnswerThe Redirection on No Answer (RONA) feature ensures that if an agent does not answer a call within aconfigurable amount of time, the call is assigned to a different skill group or agent. The original agent is madeNot Ready with a reason code of 32767 so that additional calls are not routed to that agent.

For agent reporting, you can see how many calls experienced RONA through the Redirect No Answer reportfield in agent and skill group reports. A high number of RONA calls for an agent might indicate that the agentis not responding quickly enough to incoming calls. If multiple agents have a high number of reroute onRONA, it might indicate that the Ring No Answer time is too low.

For call type reporting, the Calls RONA database field is updated for the call type when a call redirects on noanswer. In Call Type reports, these calls are grouped into the Other category.

Service LevelsThe service level tells you what percentage of calls are answered within the amount of time specified in theservice level threshold.


Unified ICM/Unified CCE Reporting ConceptsRedirection on No Answer

Service-level data is collected in the Unified ICM Schema database for call types, Media Routing Domains,peripherals, and skill groups. You can view this data in the Unified CCE reports.

With the existence of a network VRU, when calls are translation-routed, the measurement of service levelbegins when the call arrives at the routing script, or when its call type is changed.

Note

This means that if you perform self-service on a call before the call is queued to an agent, you must set up therouting script to change the call type of the call when self-service is completed. Otherwise, the time spent inself-service negatively impacts the service level.

Service-level threshold

Service-level threshold is the number of seconds set as the maximum time a caller should wait before beingconnected with an agent. Calls answered within the service-level threshold are considered to have met theservice level, while calls not answered within the service-level threshold are considered not to have met theservice level.

For example, if you set a service-level threshold of 30 seconds, you want all calls to be answered within 30seconds. Every call answered within 30 seconds improves the service level. Every call that is not answeredwithin 30 seconds reduces the service level.

Using 30 seconds as an example threshold, if you had 50 calls that were answered in under 30 seconds and80 calls that took longer than 30 seconds to answer, then Unified ICM software, when ignoring abandonedcalls, would calculate the service level as follows: 50/(50+80) x 100 = Service Level %.

In this example, the service level would be 38 percent.

You can compute the service level in three ways, depending on how calls that abandon before the service-leveltimer expires are treated. Each computation is described in the Unified ICMService-Level Calculation sectionfurther on in this topic.

Service-level event

Calls are counted for service level purposes as soon as it is determined how the call contributes to theservice-level calculation. This determination is made when either the call is answered, the caller abandons,or the service-level timer passes before the call is answered or abandoned - whichever occurs first.

Each of these events are called a service-level event:

• The call is answered by an agent before the service-level threshold expires. In this case, theServiceLevelCalls and ServiceLevelsCallsOffered database fields are incremented.

• The call abandons or Re-routes on No Answer (RONAs) to IVR before the service-level thresholdexpires. In this case, the ServiceLevelAband and ServiceLevelCallsOffered database fields areincremented.

• The call reaches the service-level threshold without being answered by an agent or abandoned. In thiscase, only the ServiceLevelCallsOffered database field is incremented.

Tasks that abandon before the short calls timer, as defined in the Unified ICM configuration, do not counttowards the service level offered or service level abandoned call counters. Also, calls that encounter an errorcondition or are sent to non-monitored devices (using the label node) within the service-level threshold donot affect the service level.

Enterprise service-level calculation

Any call that has a service-level event is treated as a service-level call offered, which means that it is used inthe service-level calculation. Unified ICM software provides a uniform calculation across all peripherals.


Unified ICM/Unified CCE Reporting ConceptsService Levels

You can calculate the enterprise service level in any of three ways:

• Abandoned calls ignored.The number of calls answered within the service-level threshold divided by the number of calls that hada service-level event minus the number of calls that were abandoned before exceeding the service-levelthreshold. Calls abandoned before the service-level threshold expired are removed from this calculation.

• Abandoned calls negatively impact service level.The number of calls answered within the service-level threshold divided by the number of calls that hada service-level event. This treats abandoned calls as though they had exceeded the service-level threshold.

• Abandoned calls positively impact service level.The number of calls answered within the service-level threshold plus the number of calls abandonedwithin the threshold, all divided by the number of calls that had a service-level event. This treatsabandoned calls as though they were answered within the service-level threshold.

The system administrator specifies which service-level calculation to use when they configure the peripheralservice. Regardless of the service-level calculation method being used, the Unified ICM tracks the data neededto calculate the service level.

Peripheral service level

While Unified ICM software calculates its own service level, it also tracks, for some peripherals, the servicelevel calculated by the peripheral. This service level, called the peripheral service level, is a proprietary servicelevel as calculated by the peripheral. Some peripherals support more than one type of service-level calculation.The method of service-level calculation used by the peripheral is set by the System Manager when theyconfigure the peripheral service.

If Unified ICM software is connected to the Unified CCE through a Unified CCE Gateway PG, peripheralservice levels are not applicable.

Note

Configuring service levels

You can configure service-level calculations and their thresholds in the Unified ICM Configuration Manager.

In the Unified ICM Configuration Manager, you configure the service level for the peripheral separatelyfrom that of the Unified ICM/Unified CCE service level (the service level for call types, services, androutes).

Note

Service levels and skill groups

If agents log in to sub-priorities within a skill group, the service level LAA includes only those agents whoare logged in to the Priority 1 skill level. All other agents in all other skill priorities are not considered in theservice level LAA.

Example call type service level calculations

In an IP Contact Center environment, call types are used to calculate service levels. Call type reports displaythis service-level data.

The following are the service-level calculations for call types

• SL Aban Ignored


Unified ICM/Unified CCE Reporting ConceptsService Levels

The Unified ICM/Unified CCE Enterprise service level where abandoned tasks are ignored. Thecalculation removes tasks abandoned after the service-level threshold for the interval. Derived from:(Call_Type_Interval.ServiceLevelCalls / (Call_Type_Interval.ServiceLevelCallsOffered-Call_Type_Interval.ServiceLevelAband))

• SL Aban Positive

The Unified ICM/Unified CCE Enterprise service level where abandoned tasks positively impact theservice level. This calculation treats abandoned tasks as though they were connected within theservice-level threshold for interval. Derived from: ((Call_Type_Interval.ServiceLevelCalls +Call_Type_Interval.ServiceLevelAband) / Call_Type_Interval.ServiceLevelCallsOffered)

• SL Aban Negative

The Unified ICM/Unified CCE Enterprise service level where abandoned tasks negatively impact theservice level. This calculation treats abandoned tasks as though they had exceeded the service-levelthreshold for the interval. Derived from: (Call_Type_Interval.ServiceLevelCalls /Call_Type_Interval.ServiceLevelCallsOffered)

Example service level calculationsIn a Unified ICM environment, services are used to calculate service levels. Service reports display thisservice-level data. These reports are not appropriate for IP Contact Centers.

The following are the service-level calculations for services:

• SL Aban Ignored

The Unified ICM/Unified CCE Enterprise service level where abandoned tasks are ignored. Thecalculation removes tasks abandoned after the service-level threshold for the interval. Derived from:(Service_Interval.ServiceLevelCalls / (Service_Interval.ServiceLevelCallsOffered-Service_Interval.ServiceLevelAband))

• SL Aban Positive

The Unified ICM/Unified CCE Enterprise service level where abandoned tasks positively impact theservice level. This calculation treats abandoned tasks as though they were connected within theservice-level threshold for the interval. Derived from: ((Service_Interval.ServiceLevelCalls +Service_Interval.ServiceLevelAbandToHalf) / Service_Half_Hour.ServiceLevelCallsOffered)

• SL Aban Negative

The Unified ICM/Unified CCE Enterprise service level where abandoned tasks negatively impact theservice level. This calculation treats abandoned tasks as though they had exceeded the service-levelthreshold for the interval. Derived from: (Service_Interval.ServiceLevelCalls/Service_Interval.ServiceLevelCallsOffered)

ServicesFor Unified ICM deployments, a service refers to a particular type of processing required by the caller. Servicesare configured to map to an application on the peripheral that provides the service. For example, a service onUnified ICM might map to an Application on Aspect or to a VDN on Avaya.

Every call routed to a peripheral must have an associated peripheral service. The application on the peripheralprovides the call treatment, and Service reports are used to measure the customer experience across peripheralservices.


Unified ICM/Unified CCE Reporting ConceptsServices

A single peripheral might have several services defined such as Sales, Technical Support, and CustomerAccounts.

You can determine the service level for a service as well as how abandoned calls impact the service level.

In an Unified CCE environment, calls are routed through IVRs rather than services. Therefore most servicereports are not applicable in an Unified CCE environment. However, for both a Unified ICM environmentand a Unified CCE environment, use the historical IVR peripheral service reports and the historical IVR trunkgroup reports for measuring the performance of your IVRs.

Short CallsA short call is a call that is either abandoned very quickly or answered and terminated very quickly. By definingwhat you believe to be a short call, you can filter out from reporting metrics those calls that did not stay inthe system long enough to be considered and counted as events.

You can configure the number of seconds for an abandoned short call and the number of seconds for ananswered short call.

Skill GroupsAn agent skill group is a collection of agents at a single contact center who share a common set of competenciesand can handle the same types of requests.

An enterprise skill group is a configured entity that serves to group a collection of skill groups on differentperipherals. Configuring them allows you to report on skill groups across all ACDs, thus providing an enterpriseview.

A peripheral skill group is a skill group associated with a specific single peripheral (ACD, PBX, IVR) in thecontact center enterprise.


Unified ICM/Unified CCE Reporting ConceptsShort Calls

I N D E X

A

Agent Historical All Fields 1Agent Not Ready Detail 6Agent Queue Historical All Fields Template 116Agent Real Time All Fields 9agent RONA statistics 148Agent Skill Group Historical All Fields 12Agent Skill Group Real Time 18Agent State Real Time Graph 23agent states 140Agent Team Historical All Fields 24Agent Team Real Time All Fields 30Agent Team State Counts Real Time 33

C

Call Type Abandon/Answer Distribution Historical Template 41Call Type Historical All FieldsTemplate 46Call Type Real Time All Fields Template 52Call Type Skill Group Historical All Fields Template 54custom templates 133

E

Enterprise Service Historical All Fields 59Enterprise Skill Group Historical All Fields 71Enterprise Skill Group Real Time All Fields 77error count fields 143

F

FTE (full-time equivalent) 144full-time equivalent (FTE in reports) 144

G

grouped grids 146

H

handled 144historical data 144

I

importing 133, 134multiple reports 134reports 133

intervals 144for historical data 144

IVR Ports Performance Historical Template 129

O

overflow out 146

P

percent utilization 147Peripheral Service Historical All Fields 62Peripheral Service Real Time All Fields 66Peripheral Skill Group Historical All Fields 81Peripheral Skill Group Real Time All Fields 93Precision Queue Abandon Answer Distribution HistoricalTemplate 122Precision Queue Efficiency Drill Down Template 122

R

Redirection on No Answer (RONA) 148

Report Template Reference Guide For Cisco Unified Intelligence Center, Release 9.0(2) IN-1

report fields 135calculated 135database 135

reports 133, 134importing 133, 134

S

service levels 148services 151stock report templates 131

Report Template Reference Guide For Cisco Unified Intelligence Center, Release 9.0(2)IN-2

Index