Report Template Reference Guide For Cisco Unified Intelligence Center, Release 9.0(2)
Agent and Agent Skill Group Reports
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Agent and Agent Skill Group Reports

Contents

Agent and Agent Skill Group Reports

Agent Queue Interval

Use this report to show call dispositions and state time percentages for agents who have been assigned both skills and precision queues.

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

Views: This report only has a grid view.

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

Value List: Agent

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Interval
  • Agent_Skill_Group_Interval
  • Attribute
  • Media_Routing_Domain
  • Person
  • Precision Queue
  • Skill_Group

Current Fields in the Agent Queue Interval Grid View

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

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

Column (Field)

Description

Agent Name

The first and last name of the agent.

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

Precision Queue / Skill Group Name

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

Derived from: Skill_Group.EnterpriseName or Precision_Queue.EnterpriseName

Attributes

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

DateTime

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

Derived from: Agent_Skill_Group_Interval.DateTime.

COMPLETED TASKS

Handled

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

Derived from: CallsHandled in the Agent_Skill_Group_Interval table.

AHT

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

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

Held

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

Avg Hold

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

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

Aban Rings

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

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

RONA

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

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

Aban Hold

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

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

Trans In

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

For blind transfers in the Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an Interactive Voice Response (IVR) is later 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.

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

Trans Out

The number of calls this agent transferred to another agent or skill group 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.

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

Ext Out

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

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime.

% Active

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

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

% Hold

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

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

% Not Active

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

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

% Not Ready

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

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

% Reserved

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

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

% Wrap Up

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

The agent state time percentages in the Report Summary row add up to 100% only after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance.

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

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

Available Fields in the Agent Historical 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 Agent_Interval, Agent_Skill_Group_Interval, and Media Routing Domain tables.

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

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

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

Sample Agent Queue Interval Report

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

Figure 1. Agent Queue Interval Report 1 of 2

Figure 2. Agent Queue Interval Report 2 of 2

Agent Not Ready Detail

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

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

Views: This report only has a grid view.

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

Value List: Agent

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Event_Detail
  • Media_Routing_Domain
  • Person
  • Reason_Code

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

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

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

Current Fields in the Agent Not Ready Detail 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

The first and last name of the agent.

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

Log On Date Time

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

This field is a calculated field derived from Agent_Event_Detail.LoginDateTime.

Log On Duration

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

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

Reason Code

A code and text (if configured) from the peripheral that indicates the reason for the agent's last state change. If it is not defined, the reason code displays 0.

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

Duration

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

Derived from: Agent_Event_Detail.Duration.

% Log On Duration

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

Derived from: Agent_Event_Detail.Duration / Agent_Event_Detail.LoginDuration.

% Not Ready

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

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

Report Summary: This report has a summary row for Agent Name and a report summary for all data. For more information, see Report Summary Rows.

Available Fields in the Agent Not Ready Detail Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are:

  • EndDate This field is a calculated field derived from the SQL query.
  • Reason Code Derived from Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.ReasonCode.
  • Skill Target ID Derived from: Agent_Event_Detail.skilltargetid.
  • StartDate This field is a calculated field derived from the SQL query.
  • Total Time Not Ready This field is a calculated field derived from the SQL query.

Sample Agent Not Ready Detail Report

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

Figure 3. Agent Not Ready Detail Report



Agent Real Time

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

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

Views: This report has only a grid view.

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

Value List: Agent

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

Current Fields in the Agent Real Time Grid View

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

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

Column (Field)

Description

Agent Name

The last and first name of the agent.

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

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name or NotApplicable.

Precision Queue is derived from:Precision_Queue.EnterpriseName.

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

Skill Group Name is derived from: Skill_Group.EnterpriseName.

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

Attributes

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

Derived from: Attribute.EnterpriseName

AgentState

The current state of the agent.

Derived from: Agent_Real_Time.AgentState.

Destination

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

Derived from: Agent_Real_Time.Destination.

Direction

The direction of active task:

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

Derived from: Agent_Real_Time.Direction.

Duration

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

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

Reason Code

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

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

Derived from: Agent_Real_Time.ReasonCode.

Available Fields in the Agent Real Time Grid View

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

Note that:

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

Sample Agent Real Time Report

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

Figure 4. Agent Real Time Report

Agent Skill Group Historical All Fields

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

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

Views: This report only has a grid view.

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

Value List: Skill Group

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Interval
  • Agent_Skill_Group_Interval
  • Skill_Group
  • Person
  • Media_Routing_Domain

Current Fields in the Agent Skill Group 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

Skill Group Name

The agent skill group's enterprise name.

Derived from: Skill_Group.EnterpriseName.

Agent Name

The first and last name of the agent.

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

DateTime

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

Derived from: Agent_Skill_Group_Interval.DateTime.

COMPLETED TASKS

Handled

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

Derived from: Agent_Skill_Group_Interval. CallsHandled.

AHT

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

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

Held

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

Avg Hold

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

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

Aban Rings

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

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

RONA

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

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

Aban Hold

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

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

Trans In

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

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

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

Trans Out

The number of calls this agent transferred to another agent or skill group in the interval. This number 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.

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

Ext Out

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

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Log On Time

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

Derived from: Agent_Interval.LoggedOnTime.

% Active

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

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

% Hold

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.

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

% Not Active

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

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

% Not Ready

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

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

% Reserved

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

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

% Wrap Up

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

The agent state time percentages in the Report Summary row add up to 100% only after you select all the skill groups for an agent. When you view a subset of an agent's skill groups, you might notice that the percentages may not balance.

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

Report Summary: There is a summary for Skill Group Name and a report summary for all data. For more information, see Report Summary Rows.

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

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

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

Handled is derived from CallsHandled in the Agent_Skill_Group table.

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

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

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

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

Sample Agent Skill Group Historical All Fields Report

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

Figure 5. Agent Skill Group Historical All Fields Report 1 of 3



Figure 6. Agent Skill Group Historical All Fields Report 2 of 3



Figure 7. Agent Skill Group Historical All Fields Report 3 of 3



Agent Queue Real Time

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

Views: This report has only a grid view.

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

Grouping: This report is grouped by Skill Group Name.

Value List: Agent

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

Current Fields in the Agent Queue Real Time Grid View

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

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

Column (Field)

Description

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name.

Precision Queue is derived from: Precision_Queue.EnterpriseName

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

Skill Group Name is derived from: Skill_Group.EnterpriseName

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

Attributes

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

Agent Name

The last and first name of the agent.

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

Ent Queued Now

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

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

Extension

The phone extension into which the agent is logged.

Derived from: Agent_Real_Time.Extension.

Agent State

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

Derived from: Agent_Skill_Group_Real_Time.AgentState.

LogOn DateTime

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

Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin.

Duration in Current State

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

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

Mobile Agent Mode

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

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

Derived from: Agent_Real_Time.PhoneType.

Mobile Agent Phone#

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

Derived from: Agent_Real_Time.RemotePhoneNumber.

Reason Code

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

Derived from: Agent_Skill_Group_Real_Time.ReasonCode.

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

Supv Assist Reqstd

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

Derived from: Agent_Real_Time.RequestedSupervisorAssist.

Destination

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

Derived from: Agent_Real_Time.Destination.

Direction

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

  • NULL = None
  • 0 = None
  • 1 = In
  • 2 = Out
  • 3 = Other In
  • 4 = Other Out/Outbound Direct Preview
  • 5 = Outbound Reserve
  • 6 = Outbound Preview
  • 7 =Outbound Predictive/Progressive

Derived from: Agent_Real_Time.Direction.

Avail in MRD

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

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

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

Derived from: Agent_Real_Time.AvailableInMRD.

Active Tasks

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

Derived from: Agent_Real_Time.CallInProgress.

AgentSkillTargetID

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

Derived from: Agent_Real_Time.SkillTargetID.

SkillTargetID

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

Derived from: Skill_Group.SkillTargetID

Available Fields in the Agent Queue Real Time Grid View

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

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

Note also that:

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

Sample Agent Queue Real Time Report

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

Figure 8. Agent Queue Real Time Report 1 of 2

Figure 9. Agent Queue Real Time Report 2 of 2

Agent State Real Time Graph

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

Views: This report has only a pie chart.

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

Value List: Agent

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

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

Table 1 Agent State Real Time Pie Chart

Field

Description

Not Ready

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

Ready

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

Talking

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

Work Not Ready

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

Work Ready

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

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

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

Busy Other

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

Reserved

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

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

Unknown

The agent state is unknown.

Hold

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

Active

The agent is talking on or handling calls.

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

Agent Team Historical All Fields

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

Views: This report only has a grid view.

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

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

Value List: Agent Team

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Interval
  • Agent_Skill_Group_Interval
  • Agent_Team
  • Agent_Team_Member
  • Media_Routing_Domain
  • Person
  • Precision_Queue
  • Skill_Group

Current Fields in the Agent Team 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

Agent Team Name

The Enterprise Name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Supervisor

The agent teams' primary supervisor.

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

Agent Name

The last and first name of the agent.

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

DateTime

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

Derived from: Agent_Skill_Group_Interval.DateTime.

COMPLETED TASKS

Handled

The number of Unified ICM Routed tasks this agent handled.

Derived from: Agent_Skill_Group_Interval.CallsHandled.

AHT

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

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

Held Tasks

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

Avg Hold

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

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

Aban Rings

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

RONA

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

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

Aban Hold

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

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

Trans In

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

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

Trans Out

The number of calls this agent transferred to another agent or skill group. This number includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer.

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

Ext Out

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

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime.

% Active

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

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

% Hold

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

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

% Not Active

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

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

% Not Ready

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

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

% Reserved

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

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

% Wrap Up

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

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

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

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

Available Fields in the Agent Team Historical 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 populated directly from the Agent_Skill_Group_Interval table. For example, Aban Calls Ring Time is derived from Agent_Skill_Group_Interval.AbandRingTime.

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

Other tables used for Available fields in this report are:

  • Agent_Team
    • Agent_Team.AgentTeamID
  • Agent_Interval
    • Avail Time - Derived from: Agent_Interval.AvailTime
  • Media_Routing_Domain. The Media field is derived from: Media_Routing_Domain.EnterpriseName

Sample Agent Team Historical All Fields Report

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

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



Figure 11. Agent Team Historical All Fields Report 2 of 3



Figure 12. Agent Team Historical All Fields Report 3 of 3



Agent Team Real Time

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

Views: This report has only a grid view.

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

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

Value List: Agent Team

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

Current Fields in the Agent Team Real Time Grid View

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

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

Column (Field)

Description

Agent Team Name

The Enterprise Name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Supervisor

The Agent Team's primary supervisor.

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

Agent Name

The last and first name of the agent.

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

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name or Not Applicable.

Precision Queue is derived from: Agent_Team.EnterpriseName.

The precision route associated with the task on which the agent is currently working. If the agent is not involved in any task in the Media Routing Domain, this field shows Not Applicable. Because an agent can log in to multiple precision routes, this field is not filled until the agent is assigned a task.

Skill Group Name is derived from: Skill_Group.EnterpriseName.

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

Attributes

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

Derived from: Attribute.EnterpriseName

State

The current state of the agent.

Derived from: Agent_Real_Time.AgentState.

Duration

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

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

Reason Code

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

Derived from: Agent_Real_Time.ReasonCode.

Destination

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

Derived from: Agent_Real_Time.Destination.

Direction

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

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

Derived from: Agent_Real_Time.Direction.

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

Available Fields in the Agent Team Real Time Grid View

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

Other tables used are:

  • Agent_Team
    • The Agent Team field is derived from: Agent_Team.AgentTeamID.
    • The PriSupervisor Skill Target ID field is derived from: Agent_Team.PriSupervisorSkillTargetID.
  • Person
    • FirstName is derived from: Person.FirstName.
    • LastName is derived from: Person.LastName.
  • Media_Routing_Domain
    • The Media field is derived from: Media_Routing_Domain.EnterpriseName.
  • Service
    • Service Name is derived from: Service.EnterpriseName.

Sample Agent Team Real Time Report

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

Figure 13. Agent Team Real Time Report



Agent Team State Counts Real Time

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

Views: This report has only a grid view.

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

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

Value List: Agent Team

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

Current Fields in the Agent Team State Counts Real Time Report

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

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

Columns (Fields)

Description

Agent Team Name

The enterprise name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Supervisor

The team's primary supervisor.

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

Total On Team

The count of agents configured for the individual team.

Derived from: Count(Agent_Team_Member.SkillTargetID).

Agent Logged On

The number of agents currently logged in.

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

Active In

The number of agents currently working on incoming tasks.

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

Active Out

The number of agents currently working on outbound tasks.

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

Active Other

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

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

Hold

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

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

Not Active

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

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

Wrap Up

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

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

Not Ready

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

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

Reserved

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

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

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

Available Fields in the Agent Team State Counts Real Time Report

Available fields for this report include all fields that appear by default as Current. In the Current panel, they appear by their display names (for example, Hold). In the Available panel, they appear by their database names (for example, hold_state).

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

Additional Available fields in this report are:
  • Agent Team ID Derived from: Agent_Team_Member.AgentTeamID.
  • Media Derived from: Media_Routing_Domain.EnterpriseName.
  • Eligible for Task Derived from: Count of agents where Agent_Real_Time.AvailableInMRD is 0. The number of agents who are eligible to receive tasks in the specified Media Routing Domain. An agent can be in the Not Active state (available) and not be Eligible For Task in a Media Routing Domain. This can occur under the following circumstances:
    • In Media Routing Domains other than Voice: if the agent is currently working on a Voice task.
    • In the Voice media routing domain: if the agent is currently working on a multimedia task other than an Email task.

    Note


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

Sample Agent Team State Counts Real Time Report

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

Figure 14. Agent Team State Counts Report 1 of 2



Figure 15. Agent Team State Counts Report 2 of 2



Agent Queue Interval

Use this report to show call dispositions and state time percentages for agents who have been assigned both skills and precision queues.

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

Views: This report only has a grid view.

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

Value List: Agent

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Interval
  • Agent_Skill_Group_Interval
  • Attribute
  • Media_Routing_Domain
  • Person
  • Precision Queue
  • Skill_Group

Current Fields in the Agent Queue Interval Grid View

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

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

Column (Field)

Description

Agent Name

The first and last name of the agent.

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

Precision Queue / Skill Group Name

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

Derived from: Skill_Group.EnterpriseName or Precision_Queue.EnterpriseName

Attributes

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

DateTime

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

Derived from: Agent_Skill_Group_Interval.DateTime.

COMPLETED TASKS

Handled

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

Derived from: CallsHandled in the Agent_Skill_Group_Interval table.

AHT

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

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

Held

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

Avg Hold

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

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

Aban Rings

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

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

RONA

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

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

Aban Hold

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

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

Trans In

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

For blind transfers in the Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an Interactive Voice Response (IVR) is later 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.

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

Trans Out

The number of calls this agent transferred to another agent or skill group 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.

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

Ext Out

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

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime.

% Active

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

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

% Hold

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

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

% Not Active

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

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

% Not Ready

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

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

% Reserved

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

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

% Wrap Up

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

The agent state time percentages in the Report Summary row add up to 100% only after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance.

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

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

Available Fields in the Agent Historical 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 Agent_Interval, Agent_Skill_Group_Interval, and Media Routing Domain tables.

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

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

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

Sample Agent Queue Interval Report

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

Figure 16. Agent Queue Interval Report 1 of 2

Figure 17. Agent Queue Interval Report 2 of 2

Current Fields in the Agent Queue Interval Grid View

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

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

Column (Field)

Description

Agent Name

The first and last name of the agent.

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

Precision Queue / Skill Group Name

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

Derived from: Skill_Group.EnterpriseName or Precision_Queue.EnterpriseName

Attributes

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

DateTime

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

Derived from: Agent_Skill_Group_Interval.DateTime.

COMPLETED TASKS

Handled

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

Derived from: CallsHandled in the Agent_Skill_Group_Interval table.

AHT

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

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

Held

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

Avg Hold

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

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

Aban Rings

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

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

RONA

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

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

Aban Hold

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

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

Trans In

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

For blind transfers in the Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an Interactive Voice Response (IVR) is later 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.

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

Trans Out

The number of calls this agent transferred to another agent or skill group 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.

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

Ext Out

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

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime.

% Active

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

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

% Hold

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

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

% Not Active

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

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

% Not Ready

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

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

% Reserved

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

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

% Wrap Up

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

The agent state time percentages in the Report Summary row add up to 100% only after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance.

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

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

Available Fields in the Agent Historical 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 Agent_Interval, Agent_Skill_Group_Interval, and Media Routing Domain tables.

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

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

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

Sample Agent Queue Interval Report

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

Figure 18. Agent Queue Interval Report 1 of 2

Figure 19. Agent Queue Interval Report 2 of 2

Agent Not Ready Detail

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

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

Views: This report only has a grid view.

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

Value List: Agent

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Event_Detail
  • Media_Routing_Domain
  • Person
  • Reason_Code

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

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

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

Current Fields in the Agent Not Ready Detail 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

The first and last name of the agent.

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

Log On Date Time

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

This field is a calculated field derived from Agent_Event_Detail.LoginDateTime.

Log On Duration

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

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

Reason Code

A code and text (if configured) from the peripheral that indicates the reason for the agent's last state change. If it is not defined, the reason code displays 0.

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

Duration

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

Derived from: Agent_Event_Detail.Duration.

% Log On Duration

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

Derived from: Agent_Event_Detail.Duration / Agent_Event_Detail.LoginDuration.

% Not Ready

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

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

Report Summary: This report has a summary row for Agent Name and a report summary for all data. For more information, see Report Summary Rows.

Available Fields in the Agent Not Ready Detail Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are:

  • EndDate This field is a calculated field derived from the SQL query.
  • Reason Code Derived from Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.ReasonCode.
  • Skill Target ID Derived from: Agent_Event_Detail.skilltargetid.
  • StartDate This field is a calculated field derived from the SQL query.
  • Total Time Not Ready This field is a calculated field derived from the SQL query.

Sample Agent Not Ready Detail Report

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

Figure 20. Agent Not Ready Detail Report



Current Fields in the Agent Not Ready Detail 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

The first and last name of the agent.

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

Log On Date Time

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

This field is a calculated field derived from Agent_Event_Detail.LoginDateTime.

Log On Duration

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

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

Reason Code

A code and text (if configured) from the peripheral that indicates the reason for the agent's last state change. If it is not defined, the reason code displays 0.

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

Duration

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

Derived from: Agent_Event_Detail.Duration.

% Log On Duration

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

Derived from: Agent_Event_Detail.Duration / Agent_Event_Detail.LoginDuration.

% Not Ready

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

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

Report Summary: This report has a summary row for Agent Name and a report summary for all data. For more information, see Report Summary Rows.

Available Fields in the Agent Not Ready Detail Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are:

  • EndDate This field is a calculated field derived from the SQL query.
  • Reason Code Derived from Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.ReasonCode.
  • Skill Target ID Derived from: Agent_Event_Detail.skilltargetid.
  • StartDate This field is a calculated field derived from the SQL query.
  • Total Time Not Ready This field is a calculated field derived from the SQL query.

Sample Agent Not Ready Detail Report

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

Figure 21. Agent Not Ready Detail Report



Agent Real Time

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

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

Views: This report has only a grid view.

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

Value List: Agent

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

Current Fields in the Agent Real Time Grid View

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

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

Column (Field)

Description

Agent Name

The last and first name of the agent.

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

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name or NotApplicable.

Precision Queue is derived from:Precision_Queue.EnterpriseName.

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

Skill Group Name is derived from: Skill_Group.EnterpriseName.

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

Attributes

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

Derived from: Attribute.EnterpriseName

AgentState

The current state of the agent.

Derived from: Agent_Real_Time.AgentState.

Destination

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

Derived from: Agent_Real_Time.Destination.

Direction

The direction of active task:

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

Derived from: Agent_Real_Time.Direction.

Duration

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

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

Reason Code

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

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

Derived from: Agent_Real_Time.ReasonCode.

Available Fields in the Agent Real Time Grid View

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

Note that:

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

Sample Agent Real Time Report

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

Figure 22. Agent Real Time Report

Current Fields in the Agent Real Time Grid View

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

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

Column (Field)

Description

Agent Name

The last and first name of the agent.

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

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name or NotApplicable.

Precision Queue is derived from:Precision_Queue.EnterpriseName.

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

Skill Group Name is derived from: Skill_Group.EnterpriseName.

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

Attributes

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

Derived from: Attribute.EnterpriseName

AgentState

The current state of the agent.

Derived from: Agent_Real_Time.AgentState.

Destination

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

Derived from: Agent_Real_Time.Destination.

Direction

The direction of active task:

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

Derived from: Agent_Real_Time.Direction.

Duration

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

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

Reason Code

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

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

Derived from: Agent_Real_Time.ReasonCode.

Available Fields in the Agent Real Time Grid View

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

Note that:

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

Sample Agent Real Time Report

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

Figure 23. Agent Real Time Report

Agent Skill Group Historical All Fields

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

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

Views: This report only has a grid view.

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

Value List: Skill Group

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Interval
  • Agent_Skill_Group_Interval
  • Skill_Group
  • Person
  • Media_Routing_Domain

Current Fields in the Agent Skill Group 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

Skill Group Name

The agent skill group's enterprise name.

Derived from: Skill_Group.EnterpriseName.

Agent Name

The first and last name of the agent.

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

DateTime

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

Derived from: Agent_Skill_Group_Interval.DateTime.

COMPLETED TASKS

Handled

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

Derived from: Agent_Skill_Group_Interval. CallsHandled.

AHT

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

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

Held

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

Avg Hold

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

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

Aban Rings

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

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

RONA

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

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

Aban Hold

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

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

Trans In

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

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

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

Trans Out

The number of calls this agent transferred to another agent or skill group in the interval. This number 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.

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

Ext Out

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

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Log On Time

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

Derived from: Agent_Interval.LoggedOnTime.

% Active

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

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

% Hold

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.

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

% Not Active

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

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

% Not Ready

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

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

% Reserved

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

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

% Wrap Up

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

The agent state time percentages in the Report Summary row add up to 100% only after you select all the skill groups for an agent. When you view a subset of an agent's skill groups, you might notice that the percentages may not balance.

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

Report Summary: There is a summary for Skill Group Name and a report summary for all data. For more information, see Report Summary Rows.

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

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

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

Handled is derived from CallsHandled in the Agent_Skill_Group table.

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

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

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

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

Sample Agent Skill Group Historical All Fields Report

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

Figure 24. Agent Skill Group Historical All Fields Report 1 of 3



Figure 25. Agent Skill Group Historical All Fields Report 2 of 3



Figure 26. Agent Skill Group Historical All Fields Report 3 of 3



Current Fields in the Agent Skill Group 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

Skill Group Name

The agent skill group's enterprise name.

Derived from: Skill_Group.EnterpriseName.

Agent Name

The first and last name of the agent.

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

DateTime

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

Derived from: Agent_Skill_Group_Interval.DateTime.

COMPLETED TASKS

Handled

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

Derived from: Agent_Skill_Group_Interval. CallsHandled.

AHT

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

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

Held

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

Avg Hold

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

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

Aban Rings

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

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

RONA

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

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

Aban Hold

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

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

Trans In

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

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

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

Trans Out

The number of calls this agent transferred to another agent or skill group in the interval. This number 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.

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

Ext Out

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

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Log On Time

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

Derived from: Agent_Interval.LoggedOnTime.

% Active

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

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

% Hold

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.

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

% Not Active

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

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

% Not Ready

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

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

% Reserved

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

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

% Wrap Up

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

The agent state time percentages in the Report Summary row add up to 100% only after you select all the skill groups for an agent. When you view a subset of an agent's skill groups, you might notice that the percentages may not balance.

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

Report Summary: There is a summary for Skill Group Name and a report summary for all data. For more information, see Report Summary Rows.

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

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

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

Handled is derived from CallsHandled in the Agent_Skill_Group table.

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

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

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

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

Sample Agent Skill Group Historical All Fields Report

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

Figure 27. Agent Skill Group Historical All Fields Report 1 of 3



Figure 28. Agent Skill Group Historical All Fields Report 2 of 3



Figure 29. Agent Skill Group Historical All Fields Report 3 of 3



Agent Queue Real Time

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

Views: This report has only a grid view.

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

Grouping: This report is grouped by Skill Group Name.

Value List: Agent

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

Current Fields in the Agent Queue Real Time Grid View

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

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

Column (Field)

Description

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name.

Precision Queue is derived from: Precision_Queue.EnterpriseName

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

Skill Group Name is derived from: Skill_Group.EnterpriseName

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

Attributes

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

Agent Name

The last and first name of the agent.

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

Ent Queued Now

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

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

Extension

The phone extension into which the agent is logged.

Derived from: Agent_Real_Time.Extension.

Agent State

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

Derived from: Agent_Skill_Group_Real_Time.AgentState.

LogOn DateTime

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

Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin.

Duration in Current State

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

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

Mobile Agent Mode

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

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

Derived from: Agent_Real_Time.PhoneType.

Mobile Agent Phone#

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

Derived from: Agent_Real_Time.RemotePhoneNumber.

Reason Code

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

Derived from: Agent_Skill_Group_Real_Time.ReasonCode.

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

Supv Assist Reqstd

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

Derived from: Agent_Real_Time.RequestedSupervisorAssist.

Destination

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

Derived from: Agent_Real_Time.Destination.

Direction

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

  • NULL = None
  • 0 = None
  • 1 = In
  • 2 = Out
  • 3 = Other In
  • 4 = Other Out/Outbound Direct Preview
  • 5 = Outbound Reserve
  • 6 = Outbound Preview
  • 7 =Outbound Predictive/Progressive

Derived from: Agent_Real_Time.Direction.

Avail in MRD

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

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

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

Derived from: Agent_Real_Time.AvailableInMRD.

Active Tasks

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

Derived from: Agent_Real_Time.CallInProgress.

AgentSkillTargetID

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

Derived from: Agent_Real_Time.SkillTargetID.

SkillTargetID

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

Derived from: Skill_Group.SkillTargetID

Available Fields in the Agent Queue Real Time Grid View

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

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

Note also that:

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

Sample Agent Queue Real Time Report

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

Figure 30. Agent Queue Real Time Report 1 of 2

Figure 31. Agent Queue Real Time Report 2 of 2

Current Fields in the Agent Queue Real Time Grid View

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

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

Column (Field)

Description

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name.

Precision Queue is derived from: Precision_Queue.EnterpriseName

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

Skill Group Name is derived from: Skill_Group.EnterpriseName

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

Attributes

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

Agent Name

The last and first name of the agent.

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

Ent Queued Now

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

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

Extension

The phone extension into which the agent is logged.

Derived from: Agent_Real_Time.Extension.

Agent State

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

Derived from: Agent_Skill_Group_Real_Time.AgentState.

LogOn DateTime

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

Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin.

Duration in Current State

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

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

Mobile Agent Mode

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

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

Derived from: Agent_Real_Time.PhoneType.

Mobile Agent Phone#

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

Derived from: Agent_Real_Time.RemotePhoneNumber.

Reason Code

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

Derived from: Agent_Skill_Group_Real_Time.ReasonCode.

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

Supv Assist Reqstd

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

Derived from: Agent_Real_Time.RequestedSupervisorAssist.

Destination

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

Derived from: Agent_Real_Time.Destination.

Direction

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

  • NULL = None
  • 0 = None
  • 1 = In
  • 2 = Out
  • 3 = Other In
  • 4 = Other Out/Outbound Direct Preview
  • 5 = Outbound Reserve
  • 6 = Outbound Preview
  • 7 =Outbound Predictive/Progressive

Derived from: Agent_Real_Time.Direction.

Avail in MRD

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

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

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

Derived from: Agent_Real_Time.AvailableInMRD.

Active Tasks

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

Derived from: Agent_Real_Time.CallInProgress.

AgentSkillTargetID

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

Derived from: Agent_Real_Time.SkillTargetID.

SkillTargetID

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

Derived from: Skill_Group.SkillTargetID

Available Fields in the Agent Queue Real Time Grid View

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

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

Note also that:

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

Sample Agent Queue Real Time Report

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

Figure 32. Agent Queue Real Time Report 1 of 2

Figure 33. Agent Queue Real Time Report 2 of 2

Agent State Real Time Graph

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

Views: This report has only a pie chart.

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

Value List: Agent

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

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

Table 2 Agent State Real Time Pie Chart

Field

Description

Not Ready

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

Ready

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

Talking

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

Work Not Ready

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

Work Ready

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

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

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

Busy Other

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

Reserved

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

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

Unknown

The agent state is unknown.

Hold

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

Active

The agent is talking on or handling calls.

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

Agent Team Historical All Fields

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

Views: This report only has a grid view.

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

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

Value List: Agent Team

Database Schema Tables from which data is retrieved:
  • Agent
  • Agent_Interval
  • Agent_Skill_Group_Interval
  • Agent_Team
  • Agent_Team_Member
  • Media_Routing_Domain
  • Person
  • Precision_Queue
  • Skill_Group

Current Fields in the Agent Team 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

Agent Team Name

The Enterprise Name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Supervisor

The agent teams' primary supervisor.

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

Agent Name

The last and first name of the agent.

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

DateTime

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

Derived from: Agent_Skill_Group_Interval.DateTime.

COMPLETED TASKS

Handled

The number of Unified ICM Routed tasks this agent handled.

Derived from: Agent_Skill_Group_Interval.CallsHandled.

AHT

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

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

Held Tasks

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

Avg Hold

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

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

Aban Rings

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

RONA

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

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

Aban Hold

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

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

Trans In

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

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

Trans Out

The number of calls this agent transferred to another agent or skill group. This number includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer.

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

Ext Out

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

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime.

% Active

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

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

% Hold

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

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

% Not Active

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

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

% Not Ready

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

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

% Reserved

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

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

% Wrap Up

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

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

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

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

Available Fields in the Agent Team Historical 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 populated directly from the Agent_Skill_Group_Interval table. For example, Aban Calls Ring Time is derived from Agent_Skill_Group_Interval.AbandRingTime.

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

Other tables used for Available fields in this report are:

  • Agent_Team
    • Agent_Team.AgentTeamID
  • Agent_Interval
    • Avail Time - Derived from: Agent_Interval.AvailTime
  • Media_Routing_Domain. The Media field is derived from: Media_Routing_Domain.EnterpriseName

Sample Agent Team Historical All Fields Report

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

Figure 34. Agent Team Historical All Fields Report 1 of 3



Figure 35. Agent Team Historical All Fields Report 2 of 3



Figure 36. Agent Team Historical All Fields Report 3 of 3



Current Fields in the Agent Team 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

Agent Team Name

The Enterprise Name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Supervisor

The agent teams' primary supervisor.

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

Agent Name

The last and first name of the agent.

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

DateTime

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

Derived from: Agent_Skill_Group_Interval.DateTime.

COMPLETED TASKS

Handled

The number of Unified ICM Routed tasks this agent handled.

Derived from: Agent_Skill_Group_Interval.CallsHandled.

AHT

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

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

Held Tasks

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

Avg Hold

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

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

Aban Rings

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

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

RONA

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

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

Aban Hold

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

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

Trans In

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

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

Trans Out

The number of calls this agent transferred to another agent or skill group. This number includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer.

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

Ext Out

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

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime.

% Active

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

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

% Hold

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

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

% Not Active

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

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

% Not Ready

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

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

% Reserved

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

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

% Wrap Up

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

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

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

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

Available Fields in the Agent Team Historical 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 populated directly from the Agent_Skill_Group_Interval table. For example, Aban Calls Ring Time is derived from Agent_Skill_Group_Interval.AbandRingTime.

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

Other tables used for Available fields in this report are:

  • Agent_Team
    • Agent_Team.AgentTeamID
  • Agent_Interval
    • Avail Time - Derived from: Agent_Interval.AvailTime
  • Media_Routing_Domain. The Media field is derived from: Media_Routing_Domain.EnterpriseName

Sample Agent Team Historical All Fields Report

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

Figure 37. Agent Team Historical All Fields Report 1 of 3



Figure 38. Agent Team Historical All Fields Report 2 of 3



Figure 39. Agent Team Historical All Fields Report 3 of 3



Agent Team Real Time

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

Views: This report has only a grid view.

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

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

Value List: Agent Team

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

Current Fields in the Agent Team Real Time Grid View

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

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

Column (Field)

Description

Agent Team Name

The Enterprise Name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Supervisor

The Agent Team's primary supervisor.

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

Agent Name

The last and first name of the agent.

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

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name or Not Applicable.

Precision Queue is derived from: Agent_Team.EnterpriseName.

The precision route associated with the task on which the agent is currently working. If the agent is not involved in any task in the Media Routing Domain, this field shows Not Applicable. Because an agent can log in to multiple precision routes, this field is not filled until the agent is assigned a task.

Skill Group Name is derived from: Skill_Group.EnterpriseName.

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

Attributes

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

Derived from: Attribute.EnterpriseName

State

The current state of the agent.

Derived from: Agent_Real_Time.AgentState.

Duration

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

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

Reason Code

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

Derived from: Agent_Real_Time.ReasonCode.

Destination

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

Derived from: Agent_Real_Time.Destination.

Direction

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

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

Derived from: Agent_Real_Time.Direction.

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

Available Fields in the Agent Team Real Time Grid View

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

Other tables used are:

  • Agent_Team
    • The Agent Team field is derived from: Agent_Team.AgentTeamID.
    • The PriSupervisor Skill Target ID field is derived from: Agent_Team.PriSupervisorSkillTargetID.
  • Person
    • FirstName is derived from: Person.FirstName.
    • LastName is derived from: Person.LastName.
  • Media_Routing_Domain
    • The Media field is derived from: Media_Routing_Domain.EnterpriseName.
  • Service
    • Service Name is derived from: Service.EnterpriseName.

Sample Agent Team Real Time Report

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

Figure 40. Agent Team Real Time Report



Current Fields in the Agent Team Real Time Grid View

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

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

Column (Field)

Description

Agent Team Name

The Enterprise Name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Supervisor

The Agent Team's primary supervisor.

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

Agent Name

The last and first name of the agent.

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

Precision Queue / Skill Group Name

Precision Queue or Skill Group Name or Not Applicable.

Precision Queue is derived from: Agent_Team.EnterpriseName.

The precision route associated with the task on which the agent is currently working. If the agent is not involved in any task in the Media Routing Domain, this field shows Not Applicable. Because an agent can log in to multiple precision routes, this field is not filled until the agent is assigned a task.

Skill Group Name is derived from: Skill_Group.EnterpriseName.

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

Attributes

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

Derived from: Attribute.EnterpriseName

State

The current state of the agent.

Derived from: Agent_Real_Time.AgentState.

Duration

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

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

Reason Code

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

Derived from: Agent_Real_Time.ReasonCode.

Destination

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

Derived from: Agent_Real_Time.Destination.

Direction

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

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

Derived from: Agent_Real_Time.Direction.

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

Available Fields in the Agent Team Real Time Grid View

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

Other tables used are:

  • Agent_Team
    • The Agent Team field is derived from: Agent_Team.AgentTeamID.
    • The PriSupervisor Skill Target ID field is derived from: Agent_Team.PriSupervisorSkillTargetID.
  • Person
    • FirstName is derived from: Person.FirstName.
    • LastName is derived from: Person.LastName.
  • Media_Routing_Domain
    • The Media field is derived from: Media_Routing_Domain.EnterpriseName.
  • Service
    • Service Name is derived from: Service.EnterpriseName.

Sample Agent Team Real Time Report

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

Figure 41. Agent Team Real Time Report



Agent Team State Counts Real Time

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

Views: This report has only a grid view.

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

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

Value List: Agent Team

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

Current Fields in the Agent Team State Counts Real Time Report

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

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

Columns (Fields)

Description

Agent Team Name

The enterprise name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Supervisor

The team's primary supervisor.

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

Total On Team

The count of agents configured for the individual team.

Derived from: Count(Agent_Team_Member.SkillTargetID).

Agent Logged On

The number of agents currently logged in.

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

Active In

The number of agents currently working on incoming tasks.

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

Active Out

The number of agents currently working on outbound tasks.

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

Active Other

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

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

Hold

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

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

Not Active

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

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

Wrap Up

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

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

Not Ready

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

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

Reserved

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

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

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

Available Fields in the Agent Team State Counts Real Time Report

Available fields for this report include all fields that appear by default as Current. In the Current panel, they appear by their display names (for example, Hold). In the Available panel, they appear by their database names (for example, hold_state).

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

Additional Available fields in this report are:
  • Agent Team ID Derived from: Agent_Team_Member.AgentTeamID.
  • Media Derived from: Media_Routing_Domain.EnterpriseName.
  • Eligible for Task Derived from: Count of agents where Agent_Real_Time.AvailableInMRD is 0. The number of agents who are eligible to receive tasks in the specified Media Routing Domain. An agent can be in the Not Active state (available) and not be Eligible For Task in a Media Routing Domain. This can occur under the following circumstances:
    • In Media Routing Domains other than Voice: if the agent is currently working on a Voice task.
    • In the Voice media routing domain: if the agent is currently working on a multimedia task other than an Email task.

    Note


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

Sample Agent Team State Counts Real Time Report

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

Figure 42. Agent Team State Counts Report 1 of 2



Figure 43. Agent Team State Counts Report 2 of 2



Current Fields in the Agent Team State Counts Real Time Report

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

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

Columns (Fields)

Description

Agent Team Name

The enterprise name of the Agent Team.

Derived from: Agent_Team.EnterpriseName.

Supervisor

The team's primary supervisor.

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

Total On Team

The count of agents configured for the individual team.

Derived from: Count(Agent_Team_Member.SkillTargetID).

Agent Logged On

The number of agents currently logged in.

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

Active In

The number of agents currently working on incoming tasks.

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

Active Out

The number of agents currently working on outbound tasks.

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

Active Other

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

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

Hold

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

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

Not Active

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

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

Wrap Up

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

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

Not Ready

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

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

Reserved

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

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

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

Available Fields in the Agent Team State Counts Real Time Report

Available fields for this report include all fields that appear by default as Current. In the Current panel, they appear by their display names (for example, Hold). In the Available panel, they appear by their database names (for example, hold_state).

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

Additional Available fields in this report are:
  • Agent Team ID Derived from: Agent_Team_Member.AgentTeamID.
  • Media Derived from: Media_Routing_Domain.EnterpriseName.
  • Eligible for Task Derived from: Count of agents where Agent_Real_Time.AvailableInMRD is 0. The number of agents who are eligible to receive tasks in the specified Media Routing Domain. An agent can be in the Not Active state (available) and not be Eligible For Task in a Media Routing Domain. This can occur under the following circumstances:
    • In Media Routing Domains other than Voice: if the agent is currently working on a Voice task.
    • In the Voice media routing domain: if the agent is currently working on a multimedia task other than an Email task.

    Note


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

Sample Agent Team State Counts Real Time Report

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

Figure 44. Agent Team State Counts Report 1 of 2



Figure 45. Agent Team State Counts Report 2 of 2