Cisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1)
All Fields Real Time Reports
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All Fields Real Time Reports

Contents

All Fields Real Time Reports

Agent Precision Queue Membership

Agent Precision Queue Membership displays the active membership of agents in precision queues along with the attributes in those precision queues. Note that this membership is dynamic so this information is available in real-time only.

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

Views: This report has only a grid view.

Grouping: by Agent Name

Value List: Agent

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Skill_Group_Real_Time
  • Attribute
  • Person
  • Precision Queue

Available Fields in the Agent Precision Queue Membership Grid View

Additional Available fields in this report are populated from fields in the Agent_Skill_Group_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Fields from other tables:

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

Current Fields in the Agent Precision Queue Membership Grid View

Current 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.

Column (Field)

Description

Agent Name

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

The last and first name of the agent.

Precision Queue

Derived from: Precision_Queue.EnterpriseName

The precision queues with which the agent is associated .

Attributes

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

Sample Agent Precision Queue Membership Report

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

Figure 1. Sample Agent Precision Queue Membership Report

Available Fields in the Agent Precision Queue Membership Grid View

Additional Available fields in this report are populated from fields in the Agent_Skill_Group_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Fields from other tables:

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

Current Fields in the Agent Precision Queue Membership Grid View

Current 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.

Column (Field)

Description

Agent Name

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

The last and first name of the agent.

Precision Queue

Derived from: Precision_Queue.EnterpriseName

The precision queues with which the agent is associated .

Attributes

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

Sample Agent Precision Queue Membership Report

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

Figure 2. Sample Agent Precision Queue Membership Report

Agent Queue Real Time

Agent Queue Real Time provides combined information for Skill Groups and Precision Queues. Note that agents with multiple skills and/or Precision Queues will have a line item for each one in this report. Use this report to understand activity and staffing of Skill Groups and Precision Queues.

Views: This report has only a grid view.

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

Grouping: by Skill Group Name

Value List: Agent

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Real_Time
  • Agent_Skill_Group_Real_Time
  • Attribute
  • Controller_Time
  • Media_Routing_Domain
  • Person
  • Precision Queue
  • Reason_Code
  • Service
  • Skill_Group
  • Skill_Group_Real_Time

Available Fields in the Agent Queue Real Time Grid View

Available 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 documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

  • Media is derived from: Media_Routing_Domain.EnterpriseName.
  • Service Name is derived from: Service.EnterpriseName.
  • Enterprise Name is derived from: Agent.EnterpriseName.

Current Fields in the Agent Queue Real Time Grid View

Current 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.

Column (Field)

Description

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name.

Precision Queue is derived from: Precision_Queue.EnterpriseName

The precision route associated with the task on which the agent is currently working. Since an agent can log into multiple precision routes, this field 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 is currently working. Since an agent can log into multiple skill groups, this field is not filled until the agent is assigned a task.

Attributes

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

Agent Name

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

The last and first name of the agent.

Ent Queued Now

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

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

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

Extension

Derived from: Agent_Real_Time.Extension.

The phone extension into which the agent is logged.

Agent State

Derived from: Agent_Skill_Group_Real_Time.AgentState.

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

LogOn DateTime

Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin.

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

Duration in Current State

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

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

Mobile Agent Mode

Derived from: Agent_Real_Time.PhoneType.

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

  • 0 = Not Mobile (Local agent; normal ACD/Unified CCE phone or non-voice task).
  • 1 = Call By Call (Mobile agent's phone is connected for each incoming call).
  • 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected through multiple calls).

Mobile Agent Phone#

Derived from: Agent_Real_Time.RemotePhoneNumber.

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

Reason Code

Derived from: Agent_Skill_Group_Real_Time.ReasonCode.

A code received from the peripheral that indicates the reason for the agent's last state change. If the code is not defined, this displays 0.

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

Supv Assist Reqstd

Derived from: Agent_Real_Time.RequestedSupervisorAssist.

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

Destination

Derived from: Agent_Real_Time.Destination.

The type of outbound task on which the agent is currently working.

Direction

Derived from: Agent_Real_Time.Direction.

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

Avail in MRD

Derived from: Agent_Real_Time.AvailableInMRD.

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

  • NO (Not available)
  • YES_ICM (Unified ICM available in media routing domain)
  • YES_APP (Application available in media routing domain)

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

Active Tasks

Derived from: Agent_Real_Time.CallInProgress.

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

AgentSkillTargetID

Derived from: Agent_Real_Time.SkillTargetID.

The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member.

SkillTargetID

Derived from: Skill_Group.SkillTargetID

An identifier that is unique among all skill targets in the enterprise.

Sample Agent Queue Real Time Report

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

Figure 3. Agent Queue Real Time Report 1 of 2

Figure 4. Agent Queue Real Time Report 2 of 2

Available Fields in the Agent Queue Real Time Grid View

Available 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 documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

  • Media is derived from: Media_Routing_Domain.EnterpriseName.
  • Service Name is derived from: Service.EnterpriseName.
  • Enterprise Name is derived from: Agent.EnterpriseName.

Current Fields in the Agent Queue Real Time Grid View

Current 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.

Column (Field)

Description

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name.

Precision Queue is derived from: Precision_Queue.EnterpriseName

The precision route associated with the task on which the agent is currently working. Since an agent can log into multiple precision routes, this field 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 is currently working. Since an agent can log into multiple skill groups, this field is not filled until the agent is assigned a task.

Attributes

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

Agent Name

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

The last and first name of the agent.

Ent Queued Now

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

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

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

Extension

Derived from: Agent_Real_Time.Extension.

The phone extension into which the agent is logged.

Agent State

Derived from: Agent_Skill_Group_Real_Time.AgentState.

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

LogOn DateTime

Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin.

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

Duration in Current State

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

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

Mobile Agent Mode

Derived from: Agent_Real_Time.PhoneType.

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

  • 0 = Not Mobile (Local agent; normal ACD/Unified CCE phone or non-voice task).
  • 1 = Call By Call (Mobile agent's phone is connected for each incoming call).
  • 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected through multiple calls).

Mobile Agent Phone#

Derived from: Agent_Real_Time.RemotePhoneNumber.

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

Reason Code

Derived from: Agent_Skill_Group_Real_Time.ReasonCode.

A code received from the peripheral that indicates the reason for the agent's last state change. If the code is not defined, this displays 0.

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

Supv Assist Reqstd

Derived from: Agent_Real_Time.RequestedSupervisorAssist.

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

Destination

Derived from: Agent_Real_Time.Destination.

The type of outbound task on which the agent is currently working.

Direction

Derived from: Agent_Real_Time.Direction.

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

Avail in MRD

Derived from: Agent_Real_Time.AvailableInMRD.

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

  • NO (Not available)
  • YES_ICM (Unified ICM available in media routing domain)
  • YES_APP (Application available in media routing domain)

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

Active Tasks

Derived from: Agent_Real_Time.CallInProgress.

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

AgentSkillTargetID

Derived from: Agent_Real_Time.SkillTargetID.

The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member.

SkillTargetID

Derived from: Skill_Group.SkillTargetID

An identifier that is unique among all skill targets in the enterprise.

Sample Agent Queue Real Time Report

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

Figure 5. Agent Queue Real Time Report 1 of 2

Figure 6. Agent Queue Real Time Report 2 of 2

Agent Real Time

This report presents a table of selected agents showing each agent's currently active skill group, state, and call direction within each Media Routing Domain into which the agent is logged. Agent Real Time provides information about current individual agent activity, such as how long an agent has been on a call or whether the 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

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Real_Time
  • Agent_Skill_Group_Real_Time
  • Controller_Time
  • Media_Routing_Domain
  • Person
  • Precision_Queue
  • Reason_Code
  • Service
  • Skill_Group

Available Fields in the Agent Real Time Grid View

Available 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 documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Fields from other tables:

  • Media is derived from: Media_Routing_Domain.EnterpriseName.
  • Service Name is derived from: Service.EnterpriseName.
  • Enterprise Name is derived from: Skill_Group.EnterpriseName.

Current Fields in the Agent Real Time Grid View

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

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

Column (Field)

Description

Agent Name

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

The last and first name of the agent.

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name or NotApplicable.

Precision Queue is derived from:Precision_Queue.EnterpriseName.

The precision route associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Because an agent can log in to multiple precision routes, this field 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 is currently working. If the agent is not involved in any task in the 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.

Attributes

Derived from: Attribute.EnterpriseName

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

AgentState

Derived from: Agent_Real_Time.AgentState.

The current state of the agent.

Destination

Derived from: Agent_Real_Time.Destination.

The type of outbound task on which the agent is currently working.

Direction

Derived from: Agent_Real_Time.Direction.

The direction of active task:

  • In (inbound task, as non-voice tasks are always inbound).
  • Out (outgoing external task).
  • Other (outgoing or incoming internal task).
  • Not Applicable (if the logged-in agent is not active in the skill group).

Duration

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

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

Reason Code

Derived from: Agent_Real_Time.ReasonCode.

A code received from the peripheral that indicates the reason for the agent's last state change. If the code is not defined, this displays 0.

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

Sample Agent Real Time Report

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

Figure 7. Agent Real Time Report

Available Fields in the Agent Real Time Grid View

Available 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 documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Fields from other tables:

  • Media is derived from: Media_Routing_Domain.EnterpriseName.
  • Service Name is derived from: Service.EnterpriseName.
  • Enterprise Name is derived from: Skill_Group.EnterpriseName.

Current Fields in the Agent Real Time Grid View

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

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

Column (Field)

Description

Agent Name

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

The last and first name of the agent.

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name or NotApplicable.

Precision Queue is derived from:Precision_Queue.EnterpriseName.

The precision route associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Because an agent can log in to multiple precision routes, this field 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 is currently working. If the agent is not involved in any task in the 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.

Attributes

Derived from: Attribute.EnterpriseName

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

AgentState

Derived from: Agent_Real_Time.AgentState.

The current state of the agent.

Destination

Derived from: Agent_Real_Time.Destination.

The type of outbound task on which the agent is currently working.

Direction

Derived from: Agent_Real_Time.Direction.

The direction of active task:

  • In (inbound task, as non-voice tasks are always inbound).
  • Out (outgoing external task).
  • Other (outgoing or incoming internal task).
  • Not Applicable (if the logged-in agent is not active in the skill group).

Duration

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

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

Reason Code

Derived from: Agent_Real_Time.ReasonCode.

A code received from the peripheral that indicates the reason for the agent's last state change. If the code is not defined, this displays 0.

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

Sample Agent Real Time Report

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

Figure 8. Agent Real Time Report

Agent Skill Group Real Time

This report presents a table of agents within selected skill groups . The table provides information on each agent's current activity, such as the current state, the duration in the current state, the Mobile agent mode, and the call direction within each Media Routing Domain into which the agent is logged.

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

Views: This report has only a grid view.

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

Value List: Skill Group

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Real_Time
  • Agent_Skill_Group_Real_Time
  • Controller_Time
  • Media_Routing_Domain
  • Person
  • Reason_Code
  • Service
  • Skill_Group
  • Skill_Group_Real_Time

Available Fields in the Agent Skill Group Real Time Grid View

Available 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 and Skill_Group_Real_Time tables as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Current Fields in the Agent Skill Group Real Time Grid View

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

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

Column (Field)

Description

Skill Group Name

The skill group enterprise name for the selected skill group.

Derived from: Skill_Group.EnterpriseName

Agent Name

The last and first name of the agent.

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

Ent Queued Now

The number of tasks currently queued for the skill group.

Derived from: Skill_Group_Real_Time.RouterCallsQNow

Extension

The phone extension into which the agent is logged.

Derived from: Agent_Real_Time.Extension

Agent State

The current state of the agent in this skill group.

Derived from: Agent_Skill_Group_Real_Time.AgentState

LogOn DateTime

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

Derived from: Agent_Real_Time.DateTimeLogin

Duration In Current State

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_Skill_Group_Real_Time.DateTimeLastStateChange, getdate())

Mobile Agent Mode

The mode by which the agent is connected (populated for CCE only):
  • 0 = Not Mobile (Local agent; normal ACD/CCE phone or non-voice task)
  • 1 = Call By Call (Mobile agent's phone is connected for each incoming call)
  • 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected through multiple calls)

Derived from: Agent_Real_Time.PhoneType

Mobile Agent Phone#

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

Derived from: Agent_Real_Time.RemotePhoneNumber

Reason Code

A code received from the peripheral that indicates the reason for the agent's last state change. If the code is not defined, this displays 0.

For reason codes to be displayed in a report, the agent's CTI OS desk settings and CTI OS registry settings need to be configured to display the reason code. Set this in the Unified ICM Configuration Manager Agent Desk Settings List tool.

Derived from: Agent_Real_Time.ReasonCode

Supv Assist Reqstd

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

Derived from: Agent_Real_Time.RequestedSupervisorAssist

Destination

The type of outbound task on which the agent is currently working.

Derived from: Agent_Real_Time.Destination

Direction

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

Derived from: Agent_Real_Time.Direction

Avail in MRD

Whether or not the agent is available to accept a task in this media routing domain:

  • NO (Not available)
  • YES_ICM (Unified ICM available in media routing domain)
  • YES_APP (Application available in media routing domain)

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

Active Tasks

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

Derived from: Agent_Skill_Group_Real_Time.CallsInProgress

Available Fields in the Agent Skill Group Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from fields in the Agent_Real_Time and Skill_Group_Real_Time tables as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Current Fields in the Agent Skill Group Real Time Grid View

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

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

Column (Field)

Description

Skill Group Name

The skill group enterprise name for the selected skill group.

Derived from: Skill_Group.EnterpriseName

Agent Name

The last and first name of the agent.

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

Ent Queued Now

The number of tasks currently queued for the skill group.

Derived from: Skill_Group_Real_Time.RouterCallsQNow

Extension

The phone extension into which the agent is logged.

Derived from: Agent_Real_Time.Extension

Agent State

The current state of the agent in this skill group.

Derived from: Agent_Skill_Group_Real_Time.AgentState

LogOn DateTime

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

Derived from: Agent_Real_Time.DateTimeLogin

Duration In Current State

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_Skill_Group_Real_Time.DateTimeLastStateChange, getdate())

Mobile Agent Mode

The mode by which the agent is connected (populated for CCE only):
  • 0 = Not Mobile (Local agent; normal ACD/CCE phone or non-voice task)
  • 1 = Call By Call (Mobile agent's phone is connected for each incoming call)
  • 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected through multiple calls)

Derived from: Agent_Real_Time.PhoneType

Mobile Agent Phone#

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

Derived from: Agent_Real_Time.RemotePhoneNumber

Reason Code

A code received from the peripheral that indicates the reason for the agent's last state change. If the code is not defined, this displays 0.

For reason codes to be displayed in a report, the agent's CTI OS desk settings and CTI OS registry settings need to be configured to display the reason code. Set this in the Unified ICM Configuration Manager Agent Desk Settings List tool.

Derived from: Agent_Real_Time.ReasonCode

Supv Assist Reqstd

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

Derived from: Agent_Real_Time.RequestedSupervisorAssist

Destination

The type of outbound task on which the agent is currently working.

Derived from: Agent_Real_Time.Destination

Direction

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

Derived from: Agent_Real_Time.Direction

Avail in MRD

Whether or not the agent is available to accept a task in this media routing domain:

  • NO (Not available)
  • YES_ICM (Unified ICM available in media routing domain)
  • YES_APP (Application available in media routing domain)

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

Active Tasks

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

Derived from: Agent_Skill_Group_Real_Time.CallsInProgress

Agent State Real Time Graph

This report is a pie chart showing the current total count of agents in different agent states.

Views: This report has only a pie chart.

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

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

Field

Description

Logged Out

The agent is logged out.

Logged On

The agent is logged on.

Not Ready

The agent is not available to be assigned a task. If an agent is Not Ready in one skill group, the agent is Not Ready in all skill groups within the same Media Routing Domain.

Ready

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

Talking

The agent is working on a task or a call in this skill group.

Work Not Ready

The agent is performing wrap-up work for a call in this skill group. The agent enters Not Ready state when wrap-up is complete.

Work Ready

The agent is performing wrap-up work for a call or task in this skill group.

If the agent is handling a voice call, the agent enters Not Active state when wrap is complete.

If the agent is handling a non-voice task, the agent might enter Not Active or Not Ready state when wrap-up is complete.

Busy Other

The Agent is Active, Work Ready, Reserved, or on Hold/Paused in another skill group.

Reserved

The agent is offered a call or task associated with the skill group.

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

Unknown

The agent state is unknown.

Hold

For agents handling Outbound Option calls, the Hold state indicates that the agent has been reserved for a call because the Outbound Dialer puts the agent on hold while connecting the call.

Active

The agent is talking on or handling calls.

An agent can be active in only one skill group at a time. While active in one skill group, the agent is considered to be in the Busy Other state for the other skill groups.

Agent Team Real Time

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

Views: This report has only a grid view.

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

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

Value List: Agent Team

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Real_Time
  • Agent_Skill_Group_Real_Time
  • Agent_Team
  • Agent_Team_Member
  • Media_Routing_Domain
  • Person
  • Precision Queue
  • Service
  • Skill_Group

Available Fields in the Agent Team Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are from the Agent_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

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.

Current Fields in the Agent Team Real Time Grid View

Current 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.

Column (Field)

Description

Agent Team Name

Derived from: Agent_Team.EnterpriseName.

The Enterprise Name of the Agent Team.

Supervisor

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

The Agent Team's primary supervisor.

Agent Name

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

The last and first name of the agent.

Precision Queue / Skill Group Name

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 agent is currently working. If the agent is not involved in any task in the Media Routing Domain, this field shows Not Applicable. Because an agent can log in to multiple precision routes, this field 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 is currently working. If the agent is not involved in any task in the 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.

Attributes

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

Derived from: Attribute.EnterpriseName

State

Derived from: Agent_Real_Time.AgentState.

The current state of the agent.

Duration

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

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

Reason Code

Derived from: Agent_Real_Time.ReasonCode.

A code received from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0.

Destination

Derived from: Agent_Real_Time.Destination.

The type of outbound task on which the agent is currently working.

Direction

Derived from: Agent_Real_Time.Direction.

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

  • NULL= None
  • 0 = None
  • 1 = In
  • 2 =Out
  • 3= Other

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

Sample Agent Team Real Time Report

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

Figure 9. Agent Team Real Time Report



Available Fields in the Agent Team Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are from the Agent_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

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.

Current Fields in the Agent Team Real Time Grid View

Current 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.

Column (Field)

Description

Agent Team Name

Derived from: Agent_Team.EnterpriseName.

The Enterprise Name of the Agent Team.

Supervisor

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

The Agent Team's primary supervisor.

Agent Name

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

The last and first name of the agent.

Precision Queue / Skill Group Name

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 agent is currently working. If the agent is not involved in any task in the Media Routing Domain, this field shows Not Applicable. Because an agent can log in to multiple precision routes, this field 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 is currently working. If the agent is not involved in any task in the 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.

Attributes

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

Derived from: Attribute.EnterpriseName

State

Derived from: Agent_Real_Time.AgentState.

The current state of the agent.

Duration

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

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

Reason Code

Derived from: Agent_Real_Time.ReasonCode.

A code received from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0.

Destination

Derived from: Agent_Real_Time.Destination.

The type of outbound task on which the agent is currently working.

Direction

Derived from: Agent_Real_Time.Direction.

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

  • NULL= None
  • 0 = None
  • 1 = In
  • 2 =Out
  • 3= Other

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

Sample Agent Team Real Time Report

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

Figure 10. Agent Team Real Time Report



Agent Team State Counts Real Time

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

Views: This report has only a grid view.

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

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

Value List: Agent Team

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Real_Time
  • Agent_Team
  • Agent_Team_Member
  • Media_Routing_Domain
  • Person

Available Fields in the Agent Team State Counts Real Time Report

Available fields for this report include all fields that appear by default as Current. In the Current panel, they appear 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 Routing Domain. This can occur under the following circumstances:
    • In Media Routing Domains other than Voice: if the agent is currently working on a Voice task.
    • In the Voice media routing domain: if the agent is currently working on a multimedia task other than an Email task.

    Note


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

Current Fields in the Agent Team State Counts Real Time Report

Current 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.

Columns (Fields)

Description

Agent Team Name

Derived from: Agent_Team.EnterpriseName.

The enterprise name of the Agent Team.

Supervisor

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

The team's primary supervisor.

Total On Team

Derived from: Count(Agent_Team_Member.SkillTargetID).

The count of agents configured for the individual team.

Agent Logged On

Derived from: count of agents with Agent_Real_Time.AgentState not equal to 0.

The number of agents currently logged in.

Active In

Derived from: count of agents where Agent_Real_Time.AgentState is 11 or 4 and Agent_Real_Time.Direction is 1.

The number of agents currently working on incoming tasks.

Active Out

Derived from: count of agents where Agent_Real_Time.AgentState is 11 or 4 and Agent_Real_Time.Direction is 2.

The number of agents currently working on outbound tasks.

Active Other

Derived from: count of agents where Agent_Real_Time.AgentState is 11 or 4 and Agent_Real_Time.Direction is 3.

The number of agents currently working on internal (neither inbound nor outbound) tasks. Examples of other tasks include agent-to-agent transfers and supervisor tasks.

Hold

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

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

Not Active

Derived from: Count of agents where Agent_Real_Time.AgentState is 3 or 14.

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

Wrap Up

Derived from: Count of agents where Agent_Real_Time.AgentState is 5 or 6.

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

Not Ready

Derived from: Count of agents where Agent_Real_Time.AgentState is 2.

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

Reserved

Derived from: Count of agents where Agent_Real_Time.AgentState is 8.

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

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

Sample Agent Team State Counts Real Time Report

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

Figure 11. Agent Team State Counts Report 1 of 2



Figure 12. Agent Team State Counts Report 2 of 2



Available Fields in the Agent Team State Counts Real Time Report

Available fields for this report include all fields that appear by default as Current. In the Current panel, they appear 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 Routing Domain. This can occur under the following circumstances:
    • In Media Routing Domains other than Voice: if the agent is currently working on a Voice task.
    • In the Voice media routing domain: if the agent is currently working on a multimedia task other than an Email task.

    Note


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

Current Fields in the Agent Team State Counts Real Time Report

Current 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.

Columns (Fields)

Description

Agent Team Name

Derived from: Agent_Team.EnterpriseName.

The enterprise name of the Agent Team.

Supervisor

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

The team's primary supervisor.

Total On Team

Derived from: Count(Agent_Team_Member.SkillTargetID).

The count of agents configured for the individual team.

Agent Logged On

Derived from: count of agents with Agent_Real_Time.AgentState not equal to 0.

The number of agents currently logged in.

Active In

Derived from: count of agents where Agent_Real_Time.AgentState is 11 or 4 and Agent_Real_Time.Direction is 1.

The number of agents currently working on incoming tasks.

Active Out

Derived from: count of agents where Agent_Real_Time.AgentState is 11 or 4 and Agent_Real_Time.Direction is 2.

The number of agents currently working on outbound tasks.

Active Other

Derived from: count of agents where Agent_Real_Time.AgentState is 11 or 4 and Agent_Real_Time.Direction is 3.

The number of agents currently working on internal (neither inbound nor outbound) tasks. Examples of other tasks include agent-to-agent transfers and supervisor tasks.

Hold

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

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

Not Active

Derived from: Count of agents where Agent_Real_Time.AgentState is 3 or 14.

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

Wrap Up

Derived from: Count of agents where Agent_Real_Time.AgentState is 5 or 6.

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

Not Ready

Derived from: Count of agents where Agent_Real_Time.AgentState is 2.

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

Reserved

Derived from: Count of agents where Agent_Real_Time.AgentState is 8.

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

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

Sample Agent Team State Counts Real Time Report

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

Figure 13. Agent Team State Counts Report 1 of 2



Figure 14. Agent Team State Counts Report 2 of 2



Call Type Real Time

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

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

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

Value List: Call Type

Database Schema Tables from which data is retrieved:
  • Call_Type
  • Call_Type_Real_Time

Available Fields in the Call Type Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the Call_Type_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Current Fields in the Call Type Real Time Grid View

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

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

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName.

ASA5

Average Speed of Answer during the rolling five-minute interval. The total Answer Time for all tasks of the call type divided by the number of tasks of this type answered during the current five-minute interval.

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

VRU (not Q) Now

The number of tasks in Run VRUScript or Wait state. This represents the number of tasks at VRU prompting or self service.

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

Queue Now

The number of tasks currently in the queue.

Derived from: Call_Type_Real_Time.RouterCallsQNow.

CCE Agent Now

The number of tasks that have been routed to the Unified CCE agents but are not yet ended. This column is incremented when the call is answered and decremented when the call ends, after wrap up is complete, if applicable.

Derived from: Call_Type_Real_Time.CallsAtAgentNow.

Longest Queued

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

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

SL

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

Derived from: Call_Type_Interval.ServiceLevelTo5.

Handled5

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

Derived from: Call_Type_Real_Time.CallsHandledTo5.

Aband5

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

Derived from: Call_Type_Real_Time.TotalCallsAbandTo5.

Aband Within SL

Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5.

The number of tasks abandoned before the service level timer expired during the rolling five-minute interval.

Avg Aban

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

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

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

Sample Call Type Real Time Report

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

Figure 15. Call Type Real Time Report



Available Fields in the Call Type Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the Call_Type_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Current Fields in the Call Type Real Time Grid View

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

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

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName.

ASA5

Average Speed of Answer during the rolling five-minute interval. The total Answer Time for all tasks of the call type divided by the number of tasks of this type answered during the current five-minute interval.

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

VRU (not Q) Now

The number of tasks in Run VRUScript or Wait state. This represents the number of tasks at VRU prompting or self service.

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

Queue Now

The number of tasks currently in the queue.

Derived from: Call_Type_Real_Time.RouterCallsQNow.

CCE Agent Now

The number of tasks that have been routed to the Unified CCE agents but are not yet ended. This column is incremented when the call is answered and decremented when the call ends, after wrap up is complete, if applicable.

Derived from: Call_Type_Real_Time.CallsAtAgentNow.

Longest Queued

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

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

SL

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

Derived from: Call_Type_Interval.ServiceLevelTo5.

Handled5

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

Derived from: Call_Type_Real_Time.CallsHandledTo5.

Aband5

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

Derived from: Call_Type_Real_Time.TotalCallsAbandTo5.

Aband Within SL

Derived from: Call_Type_Real_Time.ServiceLevelAbandTo5.

The number of tasks abandoned before the service level timer expired during the rolling five-minute interval.

Avg Aban

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

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

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

Sample Call Type Real Time Report

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

Figure 16. Call Type Real Time Report



Enterprise Skill Group Real Time

The 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 Groups provide 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 will be queued at each peripheral skill group that belongs to the enterprise skill group. Therefore one call queued to an enterprise skill group composed of five peripheral skill groups will show up as five calls.

For more information about Enterprise Skill groups, see Reporting Concepts for Cisco Unified ICM/CCE at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

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

Views: This report has only a grid view.

Value List: Enterprise Skill Group

Database Schema Tables from which data is retrieved:
  • Enterprise_Skill_Group
  • Enterprise_Skill_Group_Member
  • Media_Routing_Domain
  • Skill_Group
  • Skill_Group_Real_Time

Available Fields in the Enterprise Skill Group Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are derived from the Skill_Group_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

Current Fields in the Enterprise Skill Group Real Time Grid View

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

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

Column (Field)

Description

Enterprise Skill Group Name

The enterprise skill group's enterprise name and ID.

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

Ent Queued Now

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

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

Ent Longest Task Q

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 only to the Unified CCE. The equivalent field for the Unified ICM is named Longest Task Q (ICM) is Available by default.

Derived from: Skill_Group_Real_Time.RouterLongestCallInQ.

ASA 5

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Handled

The number of tasks that were handled during the rolling five minute interval.

Derived from: Skill_Group_Real_Time.CallsHandledTo5.

AHT

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

Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / Skill_Group_Real_Time.CallsHandledTo5.

Log On

The number of agents that are currently logged in to the skill group. This count is updated each time an agent logs in and each time an agent logs out.

Derived from: Skill_Group_Real_Time.LoggedOn.

Not Ready

The number of agents in the Not Ready state for the skill group. Not Ready is a state in which agents are logged in but are neither involved in any call handling activity nor available to handle a call.

Derived from: Skill_Group_Real_Time.NotReady.

Not Active

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

Derived from: Skill_Group_Real_Time.Avail.

Active In

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

Derived from: Skill_Group_Real_Time.TalkingIn.

Active Out

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

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Other

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

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

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Auto Out

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

Derived from: Skill_Group_Real_Time.TalkingAutoOut.

Active Preview

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

Derived from: Skill_Group_Real_Time.TalkingPreview.

Active Reservation

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

Derived from: Skill_Group_Real_Time.TalkingReserve.

AAT

The average talk or active time measured in HH:MM:SS (hours, minutes, seconds) format during the rolling five minute interval.

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

Wrap Up

The number of agents currently in wrap-up state for this skill group. Wrap Up is call-related work performed by an agent after the call is over. An agent performing wrap up is in either the Work Ready or Work Not Ready state.

Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady.

Hold

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

Derived from: Skill_Group_Real_Time.Hold.

Reserved

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

Derived from: Skill_Group_Real_Time.ReservedAgents.

Busy Other

The number of agents currently in the BusyOther state.

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

For example, an agent might be talking on an inbound call in one skill group while simultaneously logged in 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, while active in one skill group, for the other skill group the agent is considered to be in the Busy Other state.

Derived from: Skill_Group_Real_Time.BusyOther.

% Utilization

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

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5.

Report Summary: There is a report summary for all data.

Peripheral Service Real Time All Fields

With ICM, the Peripheral Service Real Time report provides current information, such as calls in queue per service.

For more information about services, see Reporting Concepts for Cisco Unified ICM/CCE and Hosted at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html. For information 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.

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

Views: This report has only a grid view.

Value List: Service

Database Schema Tables from which data is retrieved:
  • Service
  • Service_Real_Time

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

Available fields for this report grid include the fields that appear by default as Current. Available fields in this report are populated from the Service_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

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

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

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

Column (Field)

Description

Service Name

The enterprise name of the peripheral service.

Derived from: Service.EnterpriseName.

In Progress

Number of inbound and outbound calls currently that were previously offered (for example, calls being played, an announcement, queued calls, or connected calls) and are currently being handled for the service.

Derived from: Service_Real_Time.CallsInProgress.

Q Now

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

Derived from: Service_Real_Time.CallsQNow.

Aban Q 5

The number of tasks associated with the service that were abandoned while in queue or ringing during the rolling five-minute interval.

An abandoned task is one in which the caller hung up before being connected with an agent. If the caller hangs up almost immediately, you might not want to count that as an abandoned task. When configuring each peripheral, you can specify the minimum length of an abandoned task.

Derived from: Service_Real_Time.CallsAbandQTo5.

Avg Delay Q Aban5

The average delay time of tasks associated with the service that were abandoned in the service queue during the rolling five-minute interval. This value is calculated as follows:DelayQAbandTimeTo5 / CallsAbandQTo5.

Derived from: Service_Real_Time.AvgDelayQAbandTo5.

ASA5

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

Answer wait time is the elapsed time from when the task is offered at the peripheral to when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated with the task.

Derived from: Service_Real_Time.AvgSpeedAnswerTo5.

AHT5

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

Derived from: Service_Real_Time.AvgHandleTimeTo5.

LAA

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

Derived from: Service_Real_Time.LongestAvailAgent.

Longest Task Q

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

Derived from: Service_Real_Time.LongestCallQ.

Flow In 5

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

Derived from: Service_Real_Time.OverflowInTo5.

Flow Out 5

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

Derived from: Service_Real_Time.OverflowOutTo5.

SL5

The Enterprise service level for the service during the rolling five-minute interval.

Derived from: Service_Real_Time.ServiceLevelTo5.

SL5 Aban

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

Derived from: Service_Real_Time.ServiceLevelAbandTo5.

SL5 Tasks

The number of calls to the service answered within the Unified ICM service level during the rolling five-minute interval.

Derived from: Service_Real_Time.ServiceLevelCallsTo5.

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

Sample Peripheral Service Real Time All Fields Report

This illustration is a sample of the report generated from the Peripheral Service Real Time All Fields template.
Figure 17. Peripheral Service Real Time All Fields Report 1 of 2



Figure 18. Peripheral Service Real Time All Fields Report 2 of 2



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

Available fields for this report grid include the fields that appear by default as Current. Available fields in this report are populated from the Service_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

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

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

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

Column (Field)

Description

Service Name

The enterprise name of the peripheral service.

Derived from: Service.EnterpriseName.

In Progress

Number of inbound and outbound calls currently that were previously offered (for example, calls being played, an announcement, queued calls, or connected calls) and are currently being handled for the service.

Derived from: Service_Real_Time.CallsInProgress.

Q Now

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

Derived from: Service_Real_Time.CallsQNow.

Aban Q 5

The number of tasks associated with the service that were abandoned while in queue or ringing during the rolling five-minute interval.

An abandoned task is one in which the caller hung up before being connected with an agent. If the caller hangs up almost immediately, you might not want to count that as an abandoned task. When configuring each peripheral, you can specify the minimum length of an abandoned task.

Derived from: Service_Real_Time.CallsAbandQTo5.

Avg Delay Q Aban5

The average delay time of tasks associated with the service that were abandoned in the service queue during the rolling five-minute interval. This value is calculated as follows:DelayQAbandTimeTo5 / CallsAbandQTo5.

Derived from: Service_Real_Time.AvgDelayQAbandTo5.

ASA5

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

Answer wait time is the elapsed time from when the task is offered at the peripheral to when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated with the task.

Derived from: Service_Real_Time.AvgSpeedAnswerTo5.

AHT5

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

Derived from: Service_Real_Time.AvgHandleTimeTo5.

LAA

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

Derived from: Service_Real_Time.LongestAvailAgent.

Longest Task Q

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

Derived from: Service_Real_Time.LongestCallQ.

Flow In 5

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

Derived from: Service_Real_Time.OverflowInTo5.

Flow Out 5

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

Derived from: Service_Real_Time.OverflowOutTo5.

SL5

The Enterprise service level for the service during the rolling five-minute interval.

Derived from: Service_Real_Time.ServiceLevelTo5.

SL5 Aban

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

Derived from: Service_Real_Time.ServiceLevelAbandTo5.

SL5 Tasks

The number of calls to the service answered within the Unified ICM service level during the rolling five-minute interval.

Derived from: Service_Real_Time.ServiceLevelCallsTo5.

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

Sample Peripheral Service Real Time All Fields Report

This illustration is a sample of the report generated from the Peripheral Service Real Time All Fields template.
Figure 19. Peripheral Service Real Time All Fields Report 1 of 2



Figure 20. Peripheral Service Real Time All Fields Report 2 of 2



Peripheral Skill Group Real Time All Fields

Peripheral 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.


Note


If there are primary or secondary skill groups defined for the base skill group, then the base skill group is not shown.


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

Views: This report has only a grid view.

Grouping: by Skill Group Name

Value List: Skill Group

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

Database Schema Tables from which data is retrieved:
  • Media_Routing
  • Skill_Group
  • Skill_Group_Real_Time

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

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are derived from the Skill_Group_Real_Time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

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

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

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

Column (Field)

Description

Skill Group Name

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

Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID.

Ent Queued Now

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

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

Ent Longest Task Q

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 only to the Unified CCE. The equivalent field for the Unified ICM is named Longest Task Q (ICM) is Available by default.

Derived from: Skill_Group_Real_Time.RouterLongestCallInQ.

ASA 5

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Ans Within SL

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Aban Within SL

The count of calls that are answered within the skill group service level threshold during the rolling five minute interval.

Derived from: Skill_Group_Real_Time.ServiceLevelCallsTo5.

Handled

The number of tasks that were handled during the rolling five minute interval.

Derived from: Skill_Group_Real_Time.CallsHandledTo5.

AHT

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

Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / Skill_Group_Real_Time.CallsHandledTo5.

Log On

The number of agents that are currently logged in to the skill group. This count is updated each time an agent logs in and each time an agent logs out.

Derived from: Skill_Group_Real_Time.LoggedOn.

Not Ready

The number of agents in the Not Ready state for the skill group. Not Ready is a state in which agents are logged on but are neither involved in any call handling activity nor available to handle a call.

Derived from: Skill_Group_Real_Time.NotReady.

Not Active

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

Derived from: Skill_Group_Real_Time.Avail.

Active In

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

Derived from: Skill_Group_Real_Time.TalkingIn.

Active Out

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

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Other

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

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Auto Out

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

Derived from: Skill_Group_Real_Time.TalkingAutoOut.

Active Preview

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

Derived from: Skill_Group_Real_Time.TalkingPreview.

Active Reservation

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

Derived from: Skill_Group_Real_Time.TalkingReserve.

AAT

The average talk or active time measured in HH:MM:SS (hours, minutes, seconds) format during the rolling five minute interval.

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

Wrap Up

The number of agents currently in wrap-up state for this skill group. Wrap Up is call-related work performed by an agent after the call is over. An agent performing wrap up is in either the Work Ready or Work Not Ready state.

Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady.

Hold

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

Derived from: Skill_Group_Real_Time.Hold.

Reserved

The number of agents for the skill group currently in the Reserved state. Reserved is a state in which an agent is awaiting a call and is unavailable to receive any incoming calls. This state applies only to agents on Northern Meridian ACDs.

Derived from: Skill_Group_Real_Time.ReservedAgents.

Busy Other

The number of agents currently in the BusyOther state.

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

For example, an agent might be talking on an inbound call in one skill group while simultaneously logged in 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, while active in one skill group, for the other skill group the agent is considered to be in the Busy Other state.

Derived from: Skill_Group_Real_Time.BusyOther.

% Utilization

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

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5.

Report Summary: There is a summary row for Skill Group Name. There is a total report summary for all fields except % Busy Other.

Precision Queue Real Time All Fields

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

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

Views: This report has only a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:
  • Attributes
  • Precision_Q_Real_Time
  • Precision_Queue

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

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are derived from the Precision_Queue_Real_Time table as documented in the Database Schema Guide.

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

Current 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 stock template.

Column (Field)

Description

Precision Queue

Derived from: Precision_Queue.EnterpriseName.

The enterprise name of the precision queue.

Attributes

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

Derived from: Attribute.EnterpriseName

Queued Now

Derived from: Precision_Q_Real_Time.CallsQNow.

The number of calls currently queued to the precision queue.

Longest Call In Queue

Derived from: Precision_Q_Real_Time.LongestCallInQ

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

ASA 5

Derived from: Precision_Q_Real_Time.AnswerWaitTimeTo5/ Precision_Q_Real_Time.CallsAnsweredTo5.

The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the precision queue during the rolling five-minute interval.

Ans within SL

Derived from: Precision_Q_Real_Time.ServiceLevelCallsAnsTo5

The count of calls that are answered within the precision queue service level threshold during the rolling five-minute interval.

Aban Within SL

Derived from: Precision_Q_Real_Time.ServiceLevelCallsAbandTo5.

The count of calls that are abandoned within the precision queue service level threshold during the rolling five-minute interval.

Handled

Derived from: Precision_Q_Real_Time.CallsHandledTo5.

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

AHT

Derived from: Precision_Q_Real_Time.HandleCallsTimeTo5 / Precision_Q_Real_Time.CallsHandledTo5.

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

Log On

Derived from: Precision_Q_Real_Time.LoggedOn.

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

Not Ready

Derived from: Precision_Q_Real_Time.NotReady.

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

Not Active

Derived from: Precision_Q_Real_Time.Avail.

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

Active In

Derived from: Precision_Q_Real_Time.TalkingIn

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

Active Other

Derived from: Precision_Q_Real_Time.TalkingOther

The number of agents in the precision queue currently talking on international (neither inbound nor outbound) calls.

AAT

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

The average talk or active time measured in HH:MM:SS (hours, minutes, seconds) format during the rolling five-minute interval.

Wrap Up

Derived from: Precision_Q_Real_Time.WorkReady + Precision_Q_Real_Time.WorkNotReady

The number of agents currently in wrap-up state for this precision queue. Wrap Up is call-related work performed by an agent after the call is over. An agent performing wrap up is in either the Work Ready or Work Not Ready state.

Hold

Derived from: Precision_Q_Real_Time.Hold

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

Busy Other

Derived from: Precision_Q_Real_Time.BusyOther

The number of agents currently in the BusyOther state.

Busy Other is a state in which the agent is handling calls assigned to other precision queues during the interval.

For example, an agent might be talking on an inbound call in one precision queue while simultaneously logged on to and ready to accept calls from other precision queues. The agent can be active (talking on or handling calls) in only one precision queue at a time. Therefore, while active in one precision queue, for the other precision queue the agent is considered to be in the Busy Other state.

% Utilization

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5

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

Sample Precision Queue Real Time All Fields Report

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

Figure 21. Precision Queue Real Time All Fields Report

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

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are derived from the Precision_Queue_Real_Time table as documented in the Database Schema Guide.

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

Current 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 stock template.

Column (Field)

Description

Precision Queue

Derived from: Precision_Queue.EnterpriseName.

The enterprise name of the precision queue.

Attributes

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

Derived from: Attribute.EnterpriseName

Queued Now

Derived from: Precision_Q_Real_Time.CallsQNow.

The number of calls currently queued to the precision queue.

Longest Call In Queue

Derived from: Precision_Q_Real_Time.LongestCallInQ

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

ASA 5

Derived from: Precision_Q_Real_Time.AnswerWaitTimeTo5/ Precision_Q_Real_Time.CallsAnsweredTo5.

The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the precision queue during the rolling five-minute interval.

Ans within SL

Derived from: Precision_Q_Real_Time.ServiceLevelCallsAnsTo5

The count of calls that are answered within the precision queue service level threshold during the rolling five-minute interval.

Aban Within SL

Derived from: Precision_Q_Real_Time.ServiceLevelCallsAbandTo5.

The count of calls that are abandoned within the precision queue service level threshold during the rolling five-minute interval.

Handled

Derived from: Precision_Q_Real_Time.CallsHandledTo5.

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

AHT

Derived from: Precision_Q_Real_Time.HandleCallsTimeTo5 / Precision_Q_Real_Time.CallsHandledTo5.

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

Log On

Derived from: Precision_Q_Real_Time.LoggedOn.

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

Not Ready

Derived from: Precision_Q_Real_Time.NotReady.

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

Not Active

Derived from: Precision_Q_Real_Time.Avail.

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

Active In

Derived from: Precision_Q_Real_Time.TalkingIn

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

Active Other

Derived from: Precision_Q_Real_Time.TalkingOther

The number of agents in the precision queue currently talking on international (neither inbound nor outbound) calls.

AAT

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

The average talk or active time measured in HH:MM:SS (hours, minutes, seconds) format during the rolling five-minute interval.

Wrap Up

Derived from: Precision_Q_Real_Time.WorkReady + Precision_Q_Real_Time.WorkNotReady

The number of agents currently in wrap-up state for this precision queue. Wrap Up is call-related work performed by an agent after the call is over. An agent performing wrap up is in either the Work Ready or Work Not Ready state.

Hold

Derived from: Precision_Q_Real_Time.Hold

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

Busy Other

Derived from: Precision_Q_Real_Time.BusyOther

The number of agents currently in the BusyOther state.

Busy Other is a state in which the agent is handling calls assigned to other precision queues during the interval.

For example, an agent might be talking on an inbound call in one precision queue while simultaneously logged on to and ready to accept calls from other precision queues. The agent can be active (talking on or handling calls) in only one precision queue at a time. Therefore, while active in one precision queue, for the other precision queue the agent is considered to be in the Busy Other state.

% Utilization

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5

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

Sample Precision Queue Real Time All Fields Report

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

Figure 22. Precision Queue Real Time All Fields Report

Precision Queue Step Real Time

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

Query: This report is built from a Database Query.

Views: This report has only a grid view.

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

Value List: Precision Queue

Database Schema Tables from which data is retrieved:
  • Precision_Queue
  • Precision_Queue_Step
  • Precision_Q_Step_Real_Time

Available Fields in the Precision Queue Step Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are derived from the Precision_Q_Step_Real_Time table as documented in the Database Schema Guide.

Current Fields in the Precision Queue Step Real Time Grid View

Current 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 stock template.

Column (Field)

Description

Precision Queue

Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID.

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

Step

Derived from: Precision_Queue_Step.PrecisionQueueStepID.

Integer that defines the unique row for a precision queue step. It is the primary key.

Agents Logged In

Derived from: Precision_Q_Step_Real_Time.AgentsLoggedIn.

The number of agents logged in for this precision queue step.

Agents Available

Derived from: Precision_Q_Step_Real_Time.AgentsAvailable.

The number of agents eligible and available for this precision queue step.

LAA Time

Derived from: Precision_Q_Step_Real_Time.NextAvailAgent.

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

Calls In Queue

Derived from: Precision_Q_Step_Real_Time.CallsInQueue.

The number of calls in queue for this precision queue step.

Avg Calls In Queue Time

Derived from: Precision_Q_Step_Real_Time.AvgCallsInQueueTime.

The average length of queue time for this precision queue step.

Longest Call In Queue

Derived from: Precision_Q_Step_Real_Time.LongestCallInQueue.

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

Sample Precision Queue Step Real Time Report

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

Figure 23. Sample Precision Queue Step Real Time Report

Available Fields in the Precision Queue Step Real Time Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are derived from the Precision_Q_Step_Real_Time table as documented in the Database Schema Guide.

Current Fields in the Precision Queue Step Real Time Grid View

Current 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 stock template.

Column (Field)

Description

Precision Queue

Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID.

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

Step

Derived from: Precision_Queue_Step.PrecisionQueueStepID.

Integer that defines the unique row for a precision queue step. It is the primary key.

Agents Logged In

Derived from: Precision_Q_Step_Real_Time.AgentsLoggedIn.

The number of agents logged in for this precision queue step.

Agents Available

Derived from: Precision_Q_Step_Real_Time.AgentsAvailable.

The number of agents eligible and available for this precision queue step.

LAA Time

Derived from: Precision_Q_Step_Real_Time.NextAvailAgent.

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

Calls In Queue

Derived from: Precision_Q_Step_Real_Time.CallsInQueue.

The number of calls in queue for this precision queue step.

Avg Calls In Queue Time

Derived from: Precision_Q_Step_Real_Time.AvgCallsInQueueTime.

The average length of queue time for this precision queue step.

Longest Call In Queue

Derived from: Precision_Q_Step_Real_Time.LongestCallInQueue.

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

Sample Precision Queue Step Real Time Report

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

Figure 24. Sample Precision Queue Step Real Time Report

System Capacity Real Time

This report presents a summary of overall system capacity. The table provides system capacity, congestion information, and key performance indicators.

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

Views: This report has three grid views and one gauge view.

Grouping: by ICM Instance Enterprise Name

Value List: ICR Instance

Database Schema Tables from which data is retrieved:
  • System_Capacity_Real_Time
  • ICR_Instance
  • Controller_Time
  • Congestion_Control

Available Fields in the System Capacity Real Time Grid View and Gauge View

Available fields for the grid view for this report include the fields that display by default as current. Additional available fields in this report are taken directly from the System_Capacity Real_time table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​tsd_​products_​support_​series_​home.html.

There is one additional available field in this report, which is ICRInstanceID. This field is derived from System_Capacity_Real_Time.ICRInstanceID and is a unique identifier for the instance.

Grid views and a gauge view are available. The grid views are as follows:

  • Congestion Information, which displays the congestion details in real time.
  • Key Performance Indicators, which displays the capacity details in real time.
  • System Capacity Real Time, which displays both congestion and system capacity details in real time.

The gauge view has a Rejection Percentage view, which displays the current rejection percentage.

Current Fields in the System Capacity Report Views

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. Current fields are listed in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Generic System Information

ICM Instance Enterprise Name

An enterprise name for the node. This name must be unique for all nodes in the enterprise.

Derived from:ICR_Instance.EnterpriseName.

Deployment Type

The ICM/CCE deployment type. Values for this field include the following:

  • Not Specified
  • UCCE 12000 Agents Router/Logger
  • UCCE 8000 Agents Router/Logger
  • UCCE 4000 Agents Rogger
  • UCCE 450 Agents Progger
  • HCS-CC 1000 Agents
  • HCS-CC 500 Agents
  • ICM Rogger
  • ICM Router/Logger
  • NAM
  • NAM Rogger
  • IVR-ICM
Derived from: Congestion_Control.DeploymentType

Date Time

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

Derived from:System_Capacity_Real_Time.DateTime.

Congestion Information

Current Congestion Level

The current congestion mode in the system:

  • No Congestion = Normal operating mode with no congestion
  • Level 1 = Congestion mode is level 1
  • Level 2 = Congestion mode is level 2
  • Level 3 = Congestion mode is level 3

Threshold has been set for this field:

  • On No Congestion, the background color field is Green
  • On Level 1, the background color field is Yellow
  • On Level 2, the background color field is Yellow
  • On Level 3, the background color field is Red
Derived from:System_Capacity_Real_Time.CurrentCongestionLevel

Current Rejection Percentage

The call reduction percentage based on the current congestion level:

  • For Level 0, reduction percentage is 0 %.
  • For Level 1, reduction percentage is 10 %.
  • For Level 2, reduction percentage is 30 %.
  • For Level 3, reduction percentage varies from 30% to 100% depending on the incoming call rate.
Derived from:System_Capacity_Real_Time.RejectionPercentage

Current Congestion Level Duration In HH:MM:SS

The time that the system has been at the current congestion level, even if it is Level 0 (No Congestion.) Measured in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field derived from: DATEDIFF(minutes, System_Capacity_Real_Time.DateTimeCurrentLevel, Controller_Time.NowTime ).

Congested Duration In HH:MM:SS

The time spent in congestion measured in HH:MM:SS (hours, minutes, seconds) format. This value will be 0, if the current congestion level is Level 0 (No Congestion).

This is a calculated field derived from: DATEDIFF(minutes, System_Capacity_Real_Time.DateTimeCurrentLevel, Controller_Time.NowTime).

Level1 Onset CPS

Onset CPS determination for Congestion level 1.

Derived from:System_Capacity_Real_Time.Level1Onset

Level1 Abatement CPS

Abatement CPS determination for Congestion level 1.

Derived from:System_Capacity_Real_Time.Level1Abatement

Level1 Reduction

Call rate reduction percentage for Congestion Level 1.

Derived from:System_Capacity_Real_Time.Level1Reduction

Level2 Onset CPS

Onset CPS determination for Congestion level 2.

Derived from: System_Capacity_Real_Time.Level2Onset

Level2 Abatement CPS

Abatement CPS determination for Congestion level 2.

Derived from:System_Capacity_Real_Time.Level2Abatement

Level2 Reduction

Call rate reduction percentage for Congestion Level 2.

Derived from:System_Capacity_Real_Time.Level2Reduction

Level3 Onset CPS

Onset CPS determination for Congestion level 3.

Derived from: System_Capacity_Real_Time.Level3Onset

Level3 Abatement CPS

Abatement CPS determination for Congestion level 3.

Derived from:System_Capacity_Real_Time.Level3Abatement

Level3 Reduction

Call rate reduction percentage for Congestion Level 3.

Derived from:System_Capacity_Real_Time.Level3Reduction

Capacity Information

Total Agents Logged On

Total number of Agents logged in to the system.

Derived from:System_Capacity_Real_Time.TotalAgentsLoggedOn

Average Skills Per Agent

The average number of skill groups associated per agent.

Derived from:System_Capacity_Real_Time.AverageSkillsPerAgent

Configured Capacity in CPS

Configured call per second capacity of the system.

Derived from:System_Capacity_Real_Time.ConfiguredCapacity

Adjusted Capacity in CPS

Adjusted Call per second capacity during run time.

Derived from:System_Capacity_Real_Time.AdjustedCapacity

Average CPS

Runtime weighed averaged call per second.

Derived from:System_Capacity_Real_Time.AverageCPS