Report Template Reference Guide For Cisco Unified Intelligence Center, Release 9.0(2)
Enterprise and Peripheral Service Reports
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Enterprise and Peripheral Service Reports

Contents

Enterprise and Peripheral Service Reports

Enterprise Service Historical All Fields

Enterprise Services may be configured in an ICM environment to report collectively on a group of services across ACDs. This report is not applicable to Contact Center Enterprise environments.

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

Views: This report only has a grid view.

Grouping: This report is grouped by Enterprise Name.

Value List: Service

Database Schema Tables from which data is retrieved:
  • Enterprise_Service
  • Enterprise_Service_Member
  • Service_Interval
  • Service

Current Fields in the Enterprise Service Historical All Fields Grid View

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

Column (Field)

Description

Enterprise Name

The enterprise name of the enterprise service.

Derived from: Enterprise_Service.EnterpriseName.

DateTime

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

DateTime Derived from: Service_Interval.DateTime.

Ans

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

Derived from: Service_Interval.CallsAnswered.

ASA

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

Derived from: Service_Interval.AvgSpeedAnswer.

Handled

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

Derived from: Service_Interval.CallsHandled.

AHT

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

Derived from: Service_Interval.AvgHandleTime.

Aban Q

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

Derived from: Service_Interval.CallsAbandQ.

Avg Delay Q Aban

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

Derived from: Service_Interval.AvgDelayQAband.

Task Q

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

Derived from: Service_Interval.CallsQ.

Avg Delay Q

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

Derived from: Service_Interval.AvgDelayQ.

SL

The number of tasks associated with the service answered within the Unified ICM/Unified CCE service level threshold in the interval.

Derived from: Service_Interval.ServiceLevel.

SL Type

The default value that indicates how Unified ICM software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual services.

Derived From: Service_Interval.ServiceLevelType.

Trans In

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

Derived from: Service_Interval.TransferInCalls.

Trans Out

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

Derived from: Service_Interval.TransferOutCalls.

Out

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

Derived from: Service_Interval.CallsOut.

RONA

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

Derived from: Service_Interval.ServiceLevelCallsDequeued.

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

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

Sample Enterprise Service Historical All Fields Report

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

Figure 1. Enterprise Service Historical All Fields Report 1 of 2



Figure 2. Enterprise Service Historical All Fields Report 2 of 2



Current Fields in the Enterprise Service Historical All Fields Grid View

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

Column (Field)

Description

Enterprise Name

The enterprise name of the enterprise service.

Derived from: Enterprise_Service.EnterpriseName.

DateTime

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

DateTime Derived from: Service_Interval.DateTime.

Ans

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

Derived from: Service_Interval.CallsAnswered.

ASA

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

Derived from: Service_Interval.AvgSpeedAnswer.

Handled

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

Derived from: Service_Interval.CallsHandled.

AHT

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

Derived from: Service_Interval.AvgHandleTime.

Aban Q

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

Derived from: Service_Interval.CallsAbandQ.

Avg Delay Q Aban

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

Derived from: Service_Interval.AvgDelayQAband.

Task Q

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

Derived from: Service_Interval.CallsQ.

Avg Delay Q

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

Derived from: Service_Interval.AvgDelayQ.

SL

The number of tasks associated with the service answered within the Unified ICM/Unified CCE service level threshold in the interval.

Derived from: Service_Interval.ServiceLevel.

SL Type

The default value that indicates how Unified ICM software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual services.

Derived From: Service_Interval.ServiceLevelType.

Trans In

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

Derived from: Service_Interval.TransferInCalls.

Trans Out

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

Derived from: Service_Interval.TransferOutCalls.

Out

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

Derived from: Service_Interval.CallsOut.

RONA

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

Derived from: Service_Interval.ServiceLevelCallsDequeued.

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

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

Sample Enterprise Service Historical All Fields Report

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

Figure 3. Enterprise Service Historical All Fields Report 1 of 2



Figure 4. Enterprise Service Historical All Fields Report 2 of 2



Peripheral Service Historical All Fields

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

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

Views: This report only has a grid view.

Grouping: This report is grouped by Service Name.

Value List: Service

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

Current Fields in the Peripheral Service Historical All Fields Grid View

Current fields are those fields that appear by default in a report grid 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

Service Name

The enterprise name of the peripheral service.

Derived from: Service.EnterpriseName.

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: Service_Interval.DateTime.

Ans

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

Derived from: Service_Interval.CallsAnswered.

ASA

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

Derived from: Service_Interval.AvgSpeedAnswer.

Handled

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

Derived from: Service_Interval.CallsHandled.

AHT

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

Derived from: Service_Interval.HandleTime / Service_Interval.CallsHandled.

Aban Q

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

Derived from: Service_Interval.CallsAbandQ.

Avg Delay Q Aban

The average delay time in HH:MM:SS (hours, minutes, seconds) of tasks associated with the service that were abandoned in queue in the interval.

Derived from: Serivce_Interval.DelayQAbandTime / Service_Interval.CallsAbandQ.

Task Q

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

Derived from: Service_Interval.CallsQ.

Avg Delay Q

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

Derived from: Service_Interval.AvgDelayQ.

SL

The Enterprise service level for the service in the interval.

Derived from: Service_Interval.ServiceLevel.

SL Type

The default value that indicates how the service level is calculated by the ICM software (that is, how abandoned calls are handled in calculating the service level). You can override this default for individual services.

Derived From: Service_Interval.ServiceLevelType.

Trans In

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

Derived from: Service_Interval.TransferInCalls.

Trans Out

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

Derived from: Service_Interval.TransferOutCalls.

Out

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

Derived from: Service_Interval.CallsOut.

RONA

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

Derived from: Service_Interval.RedirectNoAnsCalls.

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

Available Fields in the Peripheral Service Historical All Fields Grid View

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

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

Sample Peripheral Service Historical All Fields Report

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

Figure 5. Peripheral Service Historical All Fields Report 1 of 2



Figure 6. Peripheral Service Historical All Fields Report 2 of 2



Current Fields in the Peripheral Service Historical All Fields Grid View

Current fields are those fields that appear by default in a report grid 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

Service Name

The enterprise name of the peripheral service.

Derived from: Service.EnterpriseName.

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: Service_Interval.DateTime.

Ans

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

Derived from: Service_Interval.CallsAnswered.

ASA

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

Derived from: Service_Interval.AvgSpeedAnswer.

Handled

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

Derived from: Service_Interval.CallsHandled.

AHT

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

Derived from: Service_Interval.HandleTime / Service_Interval.CallsHandled.

Aban Q

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

Derived from: Service_Interval.CallsAbandQ.

Avg Delay Q Aban

The average delay time in HH:MM:SS (hours, minutes, seconds) of tasks associated with the service that were abandoned in queue in the interval.

Derived from: Serivce_Interval.DelayQAbandTime / Service_Interval.CallsAbandQ.

Task Q

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

Derived from: Service_Interval.CallsQ.

Avg Delay Q

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

Derived from: Service_Interval.AvgDelayQ.

SL

The Enterprise service level for the service in the interval.

Derived from: Service_Interval.ServiceLevel.

SL Type

The default value that indicates how the service level is calculated by the ICM software (that is, how abandoned calls are handled in calculating the service level). You can override this default for individual services.

Derived From: Service_Interval.ServiceLevelType.

Trans In

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

Derived from: Service_Interval.TransferInCalls.

Trans Out

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

Derived from: Service_Interval.TransferOutCalls.

Out

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

Derived from: Service_Interval.CallsOut.

RONA

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

Derived from: Service_Interval.RedirectNoAnsCalls.

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

Available Fields in the Peripheral Service Historical All Fields Grid View

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

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

Sample Peripheral Service Historical All Fields Report

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

Figure 7. Peripheral Service Historical All Fields Report 1 of 2



Figure 8. Peripheral Service Historical All Fields Report 2 of 2



Peripheral Service Real Time All Fields

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

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

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

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

Views: This report has only a grid view.

Value List: Service

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

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

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

Column (Field)

Description

Service Name

The enterprise name of the peripheral service.

Derived from: Service.EnterpriseName.

In Progress

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

Derived from: Service_Real_Time.CallsInProgress.

Q Now

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

Derived from: Service_Real_Time.CallsQNow.

Aban Q 5

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

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

Derived from: Service_Real_Time.CallsAbandQTo5.

Avg Delay Q Aban5

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

Derived from: Service_Real_Time.AvgDelayQAbandTo5.

ASA5

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

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

Derived from: Service_Real_Time.AvgSpeedAnswerTo5.

AHT5

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

Derived from: Service_Real_Time.AvgHandleTimeTo5.

LAA

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

Derived from: Service_Real_Time.LongestAvailAgent.

Longest Task Q

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

Derived from: Service_Real_Time.LongestCallQ.

Flow In 5

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

Derived from: Service_Real_Time.OverflowInTo5.

Flow Out 5

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

Derived from: Service_Real_Time.OverflowOutTo5.

SL5

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

Derived from: Service_Real_Time.ServiceLevelTo5.

SL5 Aban

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

Derived from: Service_Real_Time.ServiceLevelAbandTo5.

SL5 Tasks

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

Derived from: Service_Real_Time.ServiceLevelCallsTo5.

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

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

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

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

Sample Peripheral Service Real Time All Fields Report

This illustration is a sample of the report generated from the Peripheral Service Real Time All Fields template.
Figure 9. Peripheral Service Real Time All Fields Report 1 of 2



Figure 10. Peripheral Service Real Time All Fields Report 2 of 2



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

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

Column (Field)

Description

Service Name

The enterprise name of the peripheral service.

Derived from: Service.EnterpriseName.

In Progress

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

Derived from: Service_Real_Time.CallsInProgress.

Q Now

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

Derived from: Service_Real_Time.CallsQNow.

Aban Q 5

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

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

Derived from: Service_Real_Time.CallsAbandQTo5.

Avg Delay Q Aban5

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

Derived from: Service_Real_Time.AvgDelayQAbandTo5.

ASA5

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

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

Derived from: Service_Real_Time.AvgSpeedAnswerTo5.

AHT5

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

Derived from: Service_Real_Time.AvgHandleTimeTo5.

LAA

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

Derived from: Service_Real_Time.LongestAvailAgent.

Longest Task Q

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

Derived from: Service_Real_Time.LongestCallQ.

Flow In 5

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

Derived from: Service_Real_Time.OverflowInTo5.

Flow Out 5

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

Derived from: Service_Real_Time.OverflowOutTo5.

SL5

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

Derived from: Service_Real_Time.ServiceLevelTo5.

SL5 Aban

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

Derived from: Service_Real_Time.ServiceLevelAbandTo5.

SL5 Tasks

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

Derived from: Service_Real_Time.ServiceLevelCallsTo5.

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

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

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

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

Sample Peripheral Service Real Time All Fields Report

This illustration is a sample of the report generated from the Peripheral Service Real Time All Fields template.
Figure 11. Peripheral Service Real Time All Fields Report 1 of 2



Figure 12. Peripheral Service Real Time All Fields Report 2 of 2