Report Template Reference Guide For Cisco Unified Intelligence Center Release 9.0(1)
Skill Group and Precision Queue Reports
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Skill Group and Precision Queue Reports

Contents

Skill Group and Precision Queue Reports

Precision Queue Interval All Fields

Use this report to evaluate Precision Queue performance and staffing. Precision Queue Interval provides key statistics per Precision Queue such as average speed of answer and contacts handled, as well as agent state times. The Precision Queue interval report is comparable to Peripheral Skill Group Historical.

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

Views: This report only has a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:
  • Attribute
  • Precision_Queue
  • Router_Queue_Interval
  • Skill_Group_Interval

Current Fields in the Precision Queue Interval 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 Agent Precision Queue.

Attributes

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

Date Time

Derived from: Router_Queue_Interval.DateTime.

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

Calls Queued

Derived from: Router_Queue_Interval.QueueCalls.

ASA

Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered.

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

Service Level

Service Level

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

Derived from: Router_Queue_Interval.ServiceLevel.

SL Ans

Derived from: Router_Queue_Interval.ServiceLevelCallsOffered.

The number of calls that are routed to the precision queue or queued to the precision queue in the last interval.

SL Aban

Derived from: Router_Queue_Interval.ServiceLevelCallsAband.

The number of calls that are abandoned within the precision queue service level threshold in the last interval.

Completed Tasks

Total

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

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

Aban

Derived from: Router_Queue_Interval.CallsAbandQ + Skill_Group_Interval.AbandonRingCalls.

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

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

RONA

Derived from: Skill_Group_Interval.RedirectNoAnsCalls.

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

Handled

Derived from: Skill_Group_Interval.CallsHandled.

The number of inbound calls for which agents in the precision queue during the interval answered and completed.

AHT

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

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

AAT

Derived from: Skill_Group_Interval.HandledCallsTalkTime /Skill_Group_Interval.CallsHandled

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

Aban Hold

Derived from: Skill_Group_Interval.AbandonHoldCalls

The number of tasks offered to the precision queue that are abandoned while being held or paused by the agent. The value is incremented at the time the call disconnects.

Trans In

Derived from: Skill_Group_Interval.TransferInCallsTime

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

Trans Out

Derived from: Skill_Group_Interval.TransferredOutCalls + Skill_Group_Interval.NetTransferredOutCalls

The number of tasks this agent transferred to another agent or precision queue in the interval. This includes Consultative Calls. The value is updated in the database when the transfer of the call is completed.

Ext Out

Derived from: Skill_Group_Interval.AgentOutCalls

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

Agent State Time

Active Time

Derived from: Skill_Group_Interval.TalkTime

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

Hold Time

Derived from: Skill_Group_Interval.HoldTime

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

Log On Duration

Derived from: Skill_Group_Interval.LoggedOnTime

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

%Not Active

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

The percentage of time that agents spent in the Not Active or Available state in relation to LoggedOnTime. This field applies to all precision queues.

%Not Ready

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

The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.

% Active

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

The percentage of time that agents spent talking on calls in this precision queue in relation to LoggedOnTime.

% Hold

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

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

% Reserved

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

The percentage of time that agents spent in the Reserved state waiting for an ICM routed task from this precision queue in relation to LoggedOnTime.

% Wrap Up

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

The percentage of time that agents spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.

% Utilization

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5

The percentage of Ready time that agents in the precision queue 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.

Calls Ans

Derived from: Router_Queue_Interval.CallsAnswered

Number of calls answered by this precision queue across all peripherals.

Aban ring

Derived from: Skill_Group_Interval.AbandonRingCalls

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

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

MaxCallWaitTime

Derived from: Router_Queue_Interval.MaxCallWaitTime

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

MaxCallsQueued

Derived from: Router_Queue_Interval.MaxCallsQueued

The maximum number of calls queued for this precision queue during this interval. Calls queued against multiple precision queues are included in the count for each precision queue to which the calls are queued.

Available Fields in the Precision Queue Interval All Fields Grid View

Available fields for this report include the fields that appear by default as Current. In addition, most Available fields in this report are derived from the Router_Queue_Interval and Skill_Group_Interval 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.

Sample Precision Queue Interval All Fields Report

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

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



Figure 2. Precision Queue Interval All Fields Report (2 of 2)



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

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.

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.

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 3. 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

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.

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.

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 4. Sample Precision Queue Step Real Time Report

Precision Queue Efficiency

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

Precision Queue Efficiency is an interval report.

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

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

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

Views: This report only has a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:
  • Attribute
  • Precision_Queue
  • Router_Queue_Interval

Current Fields in the Precision Queue Efficiency Grid View

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. For more information, see Current Fields and Available Fields.

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.

Attributes

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

Attribute 1

Attribute 1 associated with the precision queue.

The name of an attribute associated to the precision queue.

Attribute 2

Attribute 2 associated with the precision queue.

The name of an attribute associated to the precision queue.

Attribute 3

Attribute 3 associated with the precision queue.

The name of an attribute associated to the precision queue.

Attribute 4

Attribute 4 associated with the precision queue.

The name of an attribute associated to the precision queue.

Attribute 5

Attribute 5 associated with the precision queue.

The name of an attribute associated to the precision queue.

Attributes 1 to 10

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

DateTime

Derived from: Router_Queue_Interval.DateTime.

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

Step 1 - Step 10 (n)

 

Offered

Derived from: Router_Queue_Interval.OfferedStep(n).

The number of calls offered in this step.

Answered

Derived from: Router_Queue_Interval.AnsInterval(n).

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

PrecisionQueueChart

This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

Available Fields in the Precision Queue Efficiency 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 Router_Queue_Interval table as documented in the Database Schema Guide.

Sample Precision Queue Efficiency Report

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

Figure 5. Precision Queue Efficiency

Precision Queue Efficiency All Fields

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

Current Fields in the Precision Queue Efficiency 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.

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

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.

Attributes

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

DateTime

Derived from: Router_Queue_Interval.DateTime

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

CallsOffered

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

Derived from: Router_Queue_Interval.CallsOffered

Step 1 - Step 10

Offered

Derived from: Router_Queue_Interval.OfferedStep(n)

The number of calls offered in this step.

Skipped

Derived from: Router_Queue_Interval.SkipStep(n)

The number of calls skipped in this step.

Answered

Derived from: Router_Queue_Interval.AnsStep(n)

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

Abandoned

Derived from: Router_Queue_Interval.AbandInterval(n)

The number of calls abandoned in this step.

Overflow

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

The number of calls which overflowed to the next step.

PrecisionQueueChart

This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

Available Fields in the Precision Queue Efficiency 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 Router_Queue_Interval table as documented in the Database Schema Guide.

Sample Precision Queue Efficiency All Fields Report

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

Figure 6. Precision Queue Efficiency All Fields Report

Agent Precision Queue Historical All Fields

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

Views: This report has a grid view only.

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

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

  • Agent
  • Agent_Interval
  • Agent_Skill_Group_Interval
  • Attribute
  • Person
  • Precision_Queue

Current Fields in the Agent Precision Queue Historical All Fields 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

Precision Queue

Derived from: Precision_Queue.EnterpriseName

The enterprise name of the Agent Precision Queue.

Agent Name

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

The first and last name of the agent.

DateTime

Derived from: Agent_Skill_Group_Interval.DateTime.

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

Attributes

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

COMPLETED TASKS

Handled

Derived from: Agent_Skill_Group_Interval. CallsHandled

The number of inbound calls for which agents in the precision queue during the interval answered and completed.

AHT

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

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

Held

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold

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

Avg Hold

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

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

Aban Rings

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls

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

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

RONA

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls

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

Aban Hold

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls

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

Trans In

Derived from: Agent_Skill_Group_Interval.TransferredInCalls

The number of incoming calls that are transferred to this agent from other agents within the same peripheral that do not go to IVR for queuing in the interval. This value is updated when the agent completes the call.

For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that is blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without a Unified CCE System PG.

Trans Out

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

The number of calls this agent transferred to another agent or precision queue in the interval. This includes consultative calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.

Ext Out

Derived from: Agent_Skill_Group_Interval.AgentOutCalls

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

Agent State Times

Log On Time

Derived from: Agent_Interval.LoggedOnTime

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

% Active

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

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

% Hold

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

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

% Not Active

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

The percentage of time that the agent spent in the NotActive or Available state in relation to LoggedOnTime. This field applies to all precision queues.

% Not Ready

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

The percentage of time that the agent spent in the NotReady state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.

% Reserved

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

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

% Wrap Up

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

The percentage of time that the agent spent in the Wrap-up state after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.

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

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

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

Available fields for this report include the fields that display by default as Current.

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

Handled is derived from CallsHandled in the Agent_Skill_Group_Interval table.

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

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

Sample Agent Precision Queue Historical All Fields Report

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

Figure 7. Agent Precision Queue Historical All Fields Report (1 of 3)

Figure 8. Agent Precision Queue Historical All Fields Report (2 of 3)

Figure 9. Agent Precision Queue Historical All Fields Report (3 of 3)

Precision Queue Efficiency Drill Down

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

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

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

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

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

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

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

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

  • Precision_Queue
  • Router_Queue_Interval

Precision Queue Abandon Answer Distribution Historical

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

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

Views: This report has a grid view only.

Value List: Precision Queue

Database Schema Table(s) from which data is retrieved:
  • Attribute
  • Bucket_Intervals
  • Precision_Queue
  • Router_Queue_Interval
  • Skill_Group_Interval

Current Fields in the Precision Queue Abandon-Answer Distribution Historical 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

Precision Queue

Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID

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

Attributes

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

DateTime

Derived from: Router_Queue_Interval.DateTime

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

ASA

Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered

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

Interval 1 - Interval 10

Interval

Derived from: Bucket_Interval.UpperBound1(through 9)

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

Answered

Derived from: RouterQueueInterval.AnsInterval1 (through10)

The number of calls which were answered in this interval.

Abandoned

Derived from: RouterQueueInterval.AbandInterval1 (through10)

The number of calls which were abandoned in this interval.

MaxCallsQueued

Derived from: Skill_Group_Interval.RouterMaxCallsQueued

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

MaxCallWaitTime

Derived from: Skill_Group_Interval.RouterMaxCallWaitTime

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

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

Available fields for this report include the fields that display by default as Current. Additional Available fields for this template are populated from the Skill_Group_Interval and Bucket_Intervals 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.

The following fields are from the Skill_Group_Interval table:

  • Ans Wait Time: Derived from Skill_Group_Interval.AnswerWaitTime
  • BucketIntervalID: Derived from Skill_Group_Interval.BucketIntervalID
  • Calls Handled: Derived from Skill_Group_Interval.CallsHandled
  • SkillTargetID: Derived from Skill_Group_Interval.SkillTargetID
  • DelayQAban: Derived from Skill_Group_Interval.RouterDelayQAbandTime
  • Router Calls Aban: Derived from Skill_Group_Interval.RouterCallsAbandToAgent +Skill_Group_Interval.RouterCallsAbandQ

The following Available fields are from the Bucket_Intervals table:

Interval 1 - Interval 10: Derived from Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9 where the tenth interval is everything greater than UpperBound9.

Sample Precision Queue Abandon Answer Distribution Historical Report

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

Figure 10. Precision Queue Abandon Answer Distribution Historical Report (1 of 2)

Figure 11. Precision Queue Abandon Answer Distribution Historical Report (2 of 2)

Agent Precision Queue Membership

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

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

Views: This report has a grid view only.

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

Value List: Agent

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

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.

How to View the Agent Precision Queue Membership Template

When you are in the Agent Team Real Time report grid view, you can view the Agent Precision Queue Membership template.

Procedure
    Step 1   In the Agent Team Real Time report grid view, in the Agent Name column, click an agent to view.

    The Choose a Drilldown dialog box appears.

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

    The Agent Precision Queue Membership report template appears.


    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

    Sample Agent Precision Queue Membership Report

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

    Figure 12. Sample Agent Precision Queue Membership Report

    Precision Queue Interval All Fields

    Use this report to evaluate Precision Queue performance and staffing. Precision Queue Interval provides key statistics per Precision Queue such as average speed of answer and contacts handled, as well as agent state times. The Precision Queue interval report is comparable to Peripheral Skill Group Historical.

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

    Views: This report only has a grid view.

    Grouping: This report is grouped by Precision Queue Name.

    Value List: Precision Queue

    Database Schema Tables from which data is retrieved:
    • Attribute
    • Precision_Queue
    • Router_Queue_Interval
    • Skill_Group_Interval

    Current Fields in the Precision Queue Interval 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 Agent Precision Queue.

    Attributes

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

    Date Time

    Derived from: Router_Queue_Interval.DateTime.

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

    Calls Queued

    Derived from: Router_Queue_Interval.QueueCalls.

    ASA

    Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered.

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

    Service Level

    Service Level

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

    Derived from: Router_Queue_Interval.ServiceLevel.

    SL Ans

    Derived from: Router_Queue_Interval.ServiceLevelCallsOffered.

    The number of calls that are routed to the precision queue or queued to the precision queue in the last interval.

    SL Aban

    Derived from: Router_Queue_Interval.ServiceLevelCallsAband.

    The number of calls that are abandoned within the precision queue service level threshold in the last interval.

    Completed Tasks

    Total

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

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

    Aban

    Derived from: Router_Queue_Interval.CallsAbandQ + Skill_Group_Interval.AbandonRingCalls.

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

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

    RONA

    Derived from: Skill_Group_Interval.RedirectNoAnsCalls.

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

    Handled

    Derived from: Skill_Group_Interval.CallsHandled.

    The number of inbound calls for which agents in the precision queue during the interval answered and completed.

    AHT

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

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

    AAT

    Derived from: Skill_Group_Interval.HandledCallsTalkTime /Skill_Group_Interval.CallsHandled

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

    Aban Hold

    Derived from: Skill_Group_Interval.AbandonHoldCalls

    The number of tasks offered to the precision queue that are abandoned while being held or paused by the agent. The value is incremented at the time the call disconnects.

    Trans In

    Derived from: Skill_Group_Interval.TransferInCallsTime

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

    Trans Out

    Derived from: Skill_Group_Interval.TransferredOutCalls + Skill_Group_Interval.NetTransferredOutCalls

    The number of tasks this agent transferred to another agent or precision queue in the interval. This includes Consultative Calls. The value is updated in the database when the transfer of the call is completed.

    Ext Out

    Derived from: Skill_Group_Interval.AgentOutCalls

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

    Agent State Time

    Active Time

    Derived from: Skill_Group_Interval.TalkTime

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

    Hold Time

    Derived from: Skill_Group_Interval.HoldTime

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

    Log On Duration

    Derived from: Skill_Group_Interval.LoggedOnTime

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

    %Not Active

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

    The percentage of time that agents spent in the Not Active or Available state in relation to LoggedOnTime. This field applies to all precision queues.

    %Not Ready

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

    The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.

    % Active

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

    The percentage of time that agents spent talking on calls in this precision queue in relation to LoggedOnTime.

    % Hold

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

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

    % Reserved

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

    The percentage of time that agents spent in the Reserved state waiting for an ICM routed task from this precision queue in relation to LoggedOnTime.

    % Wrap Up

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

    The percentage of time that agents spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.

    % Utilization

    Derived from: Skill_Group_Real_Time.PercentUtilizationTo5

    The percentage of Ready time that agents in the precision queue 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.

    Calls Ans

    Derived from: Router_Queue_Interval.CallsAnswered

    Number of calls answered by this precision queue across all peripherals.

    Aban ring

    Derived from: Skill_Group_Interval.AbandonRingCalls

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

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

    MaxCallWaitTime

    Derived from: Router_Queue_Interval.MaxCallWaitTime

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

    MaxCallsQueued

    Derived from: Router_Queue_Interval.MaxCallsQueued

    The maximum number of calls queued for this precision queue during this interval. Calls queued against multiple precision queues are included in the count for each precision queue to which the calls are queued.

    Available Fields in the Precision Queue Interval All Fields Grid View

    Available fields for this report include the fields that appear by default as Current. In addition, most Available fields in this report are derived from the Router_Queue_Interval and Skill_Group_Interval 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.

    Sample Precision Queue Interval All Fields Report

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

    Figure 13. Precision Queue Interval All Fields Report (1 of 2)



    Figure 14. Precision Queue Interval All Fields Report (2 of 2)



    Current Fields in the Precision Queue Interval 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 Agent Precision Queue.

    Attributes

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

    Date Time

    Derived from: Router_Queue_Interval.DateTime.

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

    Calls Queued

    Derived from: Router_Queue_Interval.QueueCalls.

    ASA

    Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered.

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

    Service Level

    Service Level

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

    Derived from: Router_Queue_Interval.ServiceLevel.

    SL Ans

    Derived from: Router_Queue_Interval.ServiceLevelCallsOffered.

    The number of calls that are routed to the precision queue or queued to the precision queue in the last interval.

    SL Aban

    Derived from: Router_Queue_Interval.ServiceLevelCallsAband.

    The number of calls that are abandoned within the precision queue service level threshold in the last interval.

    Completed Tasks

    Total

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

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

    Aban

    Derived from: Router_Queue_Interval.CallsAbandQ + Skill_Group_Interval.AbandonRingCalls.

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

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

    RONA

    Derived from: Skill_Group_Interval.RedirectNoAnsCalls.

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

    Handled

    Derived from: Skill_Group_Interval.CallsHandled.

    The number of inbound calls for which agents in the precision queue during the interval answered and completed.

    AHT

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

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

    AAT

    Derived from: Skill_Group_Interval.HandledCallsTalkTime /Skill_Group_Interval.CallsHandled

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

    Aban Hold

    Derived from: Skill_Group_Interval.AbandonHoldCalls

    The number of tasks offered to the precision queue that are abandoned while being held or paused by the agent. The value is incremented at the time the call disconnects.

    Trans In

    Derived from: Skill_Group_Interval.TransferInCallsTime

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

    Trans Out

    Derived from: Skill_Group_Interval.TransferredOutCalls + Skill_Group_Interval.NetTransferredOutCalls

    The number of tasks this agent transferred to another agent or precision queue in the interval. This includes Consultative Calls. The value is updated in the database when the transfer of the call is completed.

    Ext Out

    Derived from: Skill_Group_Interval.AgentOutCalls

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

    Agent State Time

    Active Time

    Derived from: Skill_Group_Interval.TalkTime

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

    Hold Time

    Derived from: Skill_Group_Interval.HoldTime

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

    Log On Duration

    Derived from: Skill_Group_Interval.LoggedOnTime

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

    %Not Active

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

    The percentage of time that agents spent in the Not Active or Available state in relation to LoggedOnTime. This field applies to all precision queues.

    %Not Ready

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

    The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.

    % Active

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

    The percentage of time that agents spent talking on calls in this precision queue in relation to LoggedOnTime.

    % Hold

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

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

    % Reserved

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

    The percentage of time that agents spent in the Reserved state waiting for an ICM routed task from this precision queue in relation to LoggedOnTime.

    % Wrap Up

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

    The percentage of time that agents spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.

    % Utilization

    Derived from: Skill_Group_Real_Time.PercentUtilizationTo5

    The percentage of Ready time that agents in the precision queue 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.

    Calls Ans

    Derived from: Router_Queue_Interval.CallsAnswered

    Number of calls answered by this precision queue across all peripherals.

    Aban ring

    Derived from: Skill_Group_Interval.AbandonRingCalls

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

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

    MaxCallWaitTime

    Derived from: Router_Queue_Interval.MaxCallWaitTime

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

    MaxCallsQueued

    Derived from: Router_Queue_Interval.MaxCallsQueued

    The maximum number of calls queued for this precision queue during this interval. Calls queued against multiple precision queues are included in the count for each precision queue to which the calls are queued.

    Available Fields in the Precision Queue Interval All Fields Grid View

    Available fields for this report include the fields that appear by default as Current. In addition, most Available fields in this report are derived from the Router_Queue_Interval and Skill_Group_Interval 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.

    Sample Precision Queue Interval All Fields Report

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

    Figure 15. Precision Queue Interval All Fields Report (1 of 2)



    Figure 16. Precision Queue Interval All Fields Report (2 of 2)



    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

    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.

    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.

    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 17. Precision Queue Real Time All Fields Report

    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.

    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.

    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 18. 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

    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.

    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.

    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 19. Sample Precision Queue Step Real Time Report

    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.

    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.

    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 20. Sample Precision Queue Step Real Time Report

    Precision Queue Efficiency

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

    Precision Queue Efficiency is an interval report.

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

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

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

    Views: This report only has a grid view.

    Grouping: This report is grouped by Precision Queue Name.

    Value List: Precision Queue

    Database Schema Tables from which data is retrieved:
    • Attribute
    • Precision_Queue
    • Router_Queue_Interval

    Current Fields in the Precision Queue Efficiency Grid View

    Current fields are those fields that appear by default in a report generated from the stock template. You can change them. For more information, see Current Fields and Available Fields.

    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.

    Attributes

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

    Attribute 1

    Attribute 1 associated with the precision queue.

    The name of an attribute associated to the precision queue.

    Attribute 2

    Attribute 2 associated with the precision queue.

    The name of an attribute associated to the precision queue.

    Attribute 3

    Attribute 3 associated with the precision queue.

    The name of an attribute associated to the precision queue.

    Attribute 4

    Attribute 4 associated with the precision queue.

    The name of an attribute associated to the precision queue.

    Attribute 5

    Attribute 5 associated with the precision queue.

    The name of an attribute associated to the precision queue.

    Attributes 1 to 10

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

    DateTime

    Derived from: Router_Queue_Interval.DateTime.

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

    Step 1 - Step 10 (n)

     

    Offered

    Derived from: Router_Queue_Interval.OfferedStep(n).

    The number of calls offered in this step.

    Answered

    Derived from: Router_Queue_Interval.AnsInterval(n).

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

    PrecisionQueueChart

    This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

    Available Fields in the Precision Queue Efficiency 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 Router_Queue_Interval table as documented in the Database Schema Guide.

    Sample Precision Queue Efficiency Report

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

    Figure 21. Precision Queue Efficiency

    Current Fields in the Precision Queue Efficiency Grid View

    Current fields are those fields that appear by default in a report generated from the stock template. You can change them. For more information, see Current Fields and Available Fields.

    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.

    Attributes

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

    Attribute 1

    Attribute 1 associated with the precision queue.

    The name of an attribute associated to the precision queue.

    Attribute 2

    Attribute 2 associated with the precision queue.

    The name of an attribute associated to the precision queue.

    Attribute 3

    Attribute 3 associated with the precision queue.

    The name of an attribute associated to the precision queue.

    Attribute 4

    Attribute 4 associated with the precision queue.

    The name of an attribute associated to the precision queue.

    Attribute 5

    Attribute 5 associated with the precision queue.

    The name of an attribute associated to the precision queue.

    Attributes 1 to 10

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

    DateTime

    Derived from: Router_Queue_Interval.DateTime.

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

    Step 1 - Step 10 (n)

     

    Offered

    Derived from: Router_Queue_Interval.OfferedStep(n).

    The number of calls offered in this step.

    Answered

    Derived from: Router_Queue_Interval.AnsInterval(n).

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

    PrecisionQueueChart

    This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

    Available Fields in the Precision Queue Efficiency 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 Router_Queue_Interval table as documented in the Database Schema Guide.

    Sample Precision Queue Efficiency Report

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

    Figure 22. Precision Queue Efficiency

    Precision Queue Efficiency All Fields

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

    Current Fields in the Precision Queue Efficiency 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.

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

    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.

    Attributes

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

    DateTime

    Derived from: Router_Queue_Interval.DateTime

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

    CallsOffered

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

    Derived from: Router_Queue_Interval.CallsOffered

    Step 1 - Step 10

    Offered

    Derived from: Router_Queue_Interval.OfferedStep(n)

    The number of calls offered in this step.

    Skipped

    Derived from: Router_Queue_Interval.SkipStep(n)

    The number of calls skipped in this step.

    Answered

    Derived from: Router_Queue_Interval.AnsStep(n)

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

    Abandoned

    Derived from: Router_Queue_Interval.AbandInterval(n)

    The number of calls abandoned in this step.

    Overflow

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

    The number of calls which overflowed to the next step.

    PrecisionQueueChart

    This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

    Available Fields in the Precision Queue Efficiency 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 Router_Queue_Interval table as documented in the Database Schema Guide.

    Sample Precision Queue Efficiency All Fields Report

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

    Figure 23. Precision Queue Efficiency All Fields Report

    Current Fields in the Precision Queue Efficiency 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.

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

    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.

    Attributes

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

    DateTime

    Derived from: Router_Queue_Interval.DateTime

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

    CallsOffered

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

    Derived from: Router_Queue_Interval.CallsOffered

    Step 1 - Step 10

    Offered

    Derived from: Router_Queue_Interval.OfferedStep(n)

    The number of calls offered in this step.

    Skipped

    Derived from: Router_Queue_Interval.SkipStep(n)

    The number of calls skipped in this step.

    Answered

    Derived from: Router_Queue_Interval.AnsStep(n)

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

    Abandoned

    Derived from: Router_Queue_Interval.AbandInterval(n)

    The number of calls abandoned in this step.

    Overflow

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

    The number of calls which overflowed to the next step.

    PrecisionQueueChart

    This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

    Available Fields in the Precision Queue Efficiency 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 Router_Queue_Interval table as documented in the Database Schema Guide.

    Sample Precision Queue Efficiency All Fields Report

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

    Figure 24. Precision Queue Efficiency All Fields Report

    Agent Precision Queue Historical All Fields

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

    Views: This report has a grid view only.

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

    Value List: Precision Queue

    Database Schema Tables from which data is retrieved:

    • Agent
    • Agent_Interval
    • Agent_Skill_Group_Interval
    • Attribute
    • Person
    • Precision_Queue

    Current Fields in the Agent Precision Queue Historical All Fields 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

    Precision Queue

    Derived from: Precision_Queue.EnterpriseName

    The enterprise name of the Agent Precision Queue.

    Agent Name

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

    The first and last name of the agent.

    DateTime

    Derived from: Agent_Skill_Group_Interval.DateTime.

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

    Attributes

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

    COMPLETED TASKS

    Handled

    Derived from: Agent_Skill_Group_Interval. CallsHandled

    The number of inbound calls for which agents in the precision queue during the interval answered and completed.

    AHT

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

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

    Held

    Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold

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

    Avg Hold

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

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

    Aban Rings

    Derived from: Agent_Skill_Group_Interval.AbandonRingCalls

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

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

    RONA

    Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls

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

    Aban Hold

    Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls

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

    Trans In

    Derived from: Agent_Skill_Group_Interval.TransferredInCalls

    The number of incoming calls that are transferred to this agent from other agents within the same peripheral that do not go to IVR for queuing in the interval. This value is updated when the agent completes the call.

    For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that is blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without a Unified CCE System PG.

    Trans Out

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

    The number of calls this agent transferred to another agent or precision queue in the interval. This includes consultative calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.

    Ext Out

    Derived from: Agent_Skill_Group_Interval.AgentOutCalls

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

    Agent State Times

    Log On Time

    Derived from: Agent_Interval.LoggedOnTime

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

    % Active

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

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

    % Hold

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

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

    % Not Active

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

    The percentage of time that the agent spent in the NotActive or Available state in relation to LoggedOnTime. This field applies to all precision queues.

    % Not Ready

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

    The percentage of time that the agent spent in the NotReady state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.

    % Reserved

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

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

    % Wrap Up

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

    The percentage of time that the agent spent in the Wrap-up state after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.

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

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

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

    Available fields for this report include the fields that display by default as Current.

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

    Handled is derived from CallsHandled in the Agent_Skill_Group_Interval table.

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

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

    Sample Agent Precision Queue Historical All Fields Report

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

    Figure 25. Agent Precision Queue Historical All Fields Report (1 of 3)

    Figure 26. Agent Precision Queue Historical All Fields Report (2 of 3)

    Figure 27. Agent Precision Queue Historical All Fields Report (3 of 3)

    Current Fields in the Agent Precision Queue Historical All Fields 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

    Precision Queue

    Derived from: Precision_Queue.EnterpriseName

    The enterprise name of the Agent Precision Queue.

    Agent Name

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

    The first and last name of the agent.

    DateTime

    Derived from: Agent_Skill_Group_Interval.DateTime.

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

    Attributes

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

    COMPLETED TASKS

    Handled

    Derived from: Agent_Skill_Group_Interval. CallsHandled

    The number of inbound calls for which agents in the precision queue during the interval answered and completed.

    AHT

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

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

    Held

    Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold

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

    Avg Hold

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

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

    Aban Rings

    Derived from: Agent_Skill_Group_Interval.AbandonRingCalls

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

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

    RONA

    Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls

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

    Aban Hold

    Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls

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

    Trans In

    Derived from: Agent_Skill_Group_Interval.TransferredInCalls

    The number of incoming calls that are transferred to this agent from other agents within the same peripheral that do not go to IVR for queuing in the interval. This value is updated when the agent completes the call.

    For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that is blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without a Unified CCE System PG.

    Trans Out

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

    The number of calls this agent transferred to another agent or precision queue in the interval. This includes consultative calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.

    Ext Out

    Derived from: Agent_Skill_Group_Interval.AgentOutCalls

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

    Agent State Times

    Log On Time

    Derived from: Agent_Interval.LoggedOnTime

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

    % Active

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

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

    % Hold

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

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

    % Not Active

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

    The percentage of time that the agent spent in the NotActive or Available state in relation to LoggedOnTime. This field applies to all precision queues.

    % Not Ready

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

    The percentage of time that the agent spent in the NotReady state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.

    % Reserved

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

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

    % Wrap Up

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

    The percentage of time that the agent spent in the Wrap-up state after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.

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

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

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

    Available fields for this report include the fields that display by default as Current.

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

    Handled is derived from CallsHandled in the Agent_Skill_Group_Interval table.

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

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

    Sample Agent Precision Queue Historical All Fields Report

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

    Figure 28. Agent Precision Queue Historical All Fields Report (1 of 3)

    Figure 29. Agent Precision Queue Historical All Fields Report (2 of 3)

    Figure 30. Agent Precision Queue Historical All Fields Report (3 of 3)

    Precision Queue Efficiency Drill Down

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

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

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

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

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

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

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

    Value List: Precision Queue

    Database Schema Tables from which data is retrieved:

    • Precision_Queue
    • Router_Queue_Interval

    Precision Queue Abandon Answer Distribution Historical

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

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

    Views: This report has a grid view only.

    Value List: Precision Queue

    Database Schema Table(s) from which data is retrieved:
    • Attribute
    • Bucket_Intervals
    • Precision_Queue
    • Router_Queue_Interval
    • Skill_Group_Interval

    Current Fields in the Precision Queue Abandon-Answer Distribution Historical 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

    Precision Queue

    Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID

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

    Attributes

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

    DateTime

    Derived from: Router_Queue_Interval.DateTime

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

    ASA

    Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered

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

    Interval 1 - Interval 10

    Interval

    Derived from: Bucket_Interval.UpperBound1(through 9)

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

    Answered

    Derived from: RouterQueueInterval.AnsInterval1 (through10)

    The number of calls which were answered in this interval.

    Abandoned

    Derived from: RouterQueueInterval.AbandInterval1 (through10)

    The number of calls which were abandoned in this interval.

    MaxCallsQueued

    Derived from: Skill_Group_Interval.RouterMaxCallsQueued

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

    MaxCallWaitTime

    Derived from: Skill_Group_Interval.RouterMaxCallWaitTime

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

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

    Available fields for this report include the fields that display by default as Current. Additional Available fields for this template are populated from the Skill_Group_Interval and Bucket_Intervals 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.

    The following fields are from the Skill_Group_Interval table:

    • Ans Wait Time: Derived from Skill_Group_Interval.AnswerWaitTime
    • BucketIntervalID: Derived from Skill_Group_Interval.BucketIntervalID
    • Calls Handled: Derived from Skill_Group_Interval.CallsHandled
    • SkillTargetID: Derived from Skill_Group_Interval.SkillTargetID
    • DelayQAban: Derived from Skill_Group_Interval.RouterDelayQAbandTime
    • Router Calls Aban: Derived from Skill_Group_Interval.RouterCallsAbandToAgent +Skill_Group_Interval.RouterCallsAbandQ

    The following Available fields are from the Bucket_Intervals table:

    Interval 1 - Interval 10: Derived from Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9 where the tenth interval is everything greater than UpperBound9.

    Sample Precision Queue Abandon Answer Distribution Historical Report

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

    Figure 31. Precision Queue Abandon Answer Distribution Historical Report (1 of 2)

    Figure 32. Precision Queue Abandon Answer Distribution Historical Report (2 of 2)

    Current Fields in the Precision Queue Abandon-Answer Distribution Historical 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

    Precision Queue

    Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID

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

    Attributes

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

    DateTime

    Derived from: Router_Queue_Interval.DateTime

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

    ASA

    Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered

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

    Interval 1 - Interval 10

    Interval

    Derived from: Bucket_Interval.UpperBound1(through 9)

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

    Answered

    Derived from: RouterQueueInterval.AnsInterval1 (through10)

    The number of calls which were answered in this interval.

    Abandoned

    Derived from: RouterQueueInterval.AbandInterval1 (through10)

    The number of calls which were abandoned in this interval.

    MaxCallsQueued

    Derived from: Skill_Group_Interval.RouterMaxCallsQueued

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

    MaxCallWaitTime

    Derived from: Skill_Group_Interval.RouterMaxCallWaitTime

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

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

    Available fields for this report include the fields that display by default as Current. Additional Available fields for this template are populated from the Skill_Group_Interval and Bucket_Intervals 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.

    The following fields are from the Skill_Group_Interval table:

    • Ans Wait Time: Derived from Skill_Group_Interval.AnswerWaitTime
    • BucketIntervalID: Derived from Skill_Group_Interval.BucketIntervalID
    • Calls Handled: Derived from Skill_Group_Interval.CallsHandled
    • SkillTargetID: Derived from Skill_Group_Interval.SkillTargetID
    • DelayQAban: Derived from Skill_Group_Interval.RouterDelayQAbandTime
    • Router Calls Aban: Derived from Skill_Group_Interval.RouterCallsAbandToAgent +Skill_Group_Interval.RouterCallsAbandQ

    The following Available fields are from the Bucket_Intervals table:

    Interval 1 - Interval 10: Derived from Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9 where the tenth interval is everything greater than UpperBound9.

    Sample Precision Queue Abandon Answer Distribution Historical Report

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

    Figure 33. Precision Queue Abandon Answer Distribution Historical Report (1 of 2)

    Figure 34. Precision Queue Abandon Answer Distribution Historical Report (2 of 2)

    Agent Precision Queue Membership

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

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

    Views: This report has a grid view only.

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

    Value List: Agent

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

    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.

    How to View the Agent Precision Queue Membership Template

    When you are in the Agent Team Real Time report grid view, you can view the Agent Precision Queue Membership template.

    Procedure
      Step 1   In the Agent Team Real Time report grid view, in the Agent Name column, click an agent to view.

      The Choose a Drilldown dialog box appears.

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

      The Agent Precision Queue Membership report template appears.


      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

      Sample Agent Precision Queue Membership Report

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

      Figure 35. Sample Agent Precision Queue Membership Report

      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.

      How to View the Agent Precision Queue Membership Template

      When you are in the Agent Team Real Time report grid view, you can view the Agent Precision Queue Membership template.

      Procedure
        Step 1   In the Agent Team Real Time report grid view, in the Agent Name column, click an agent to view.

        The Choose a Drilldown dialog box appears.

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

        The Agent Precision Queue Membership report template appears.


        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

        Sample Agent Precision Queue Membership Report

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

        Figure 36. Sample Agent Precision Queue Membership Report