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

Contents

Enterprise and Peripheral Skill Group Reports

Enterprise Skill Group Historical All Fields

Views:This report only has a grid view.

Grouping: by Enterprise Skill Group Name

Value List: Enterprise Skill Group

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

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

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

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

Column (Field

Description

Enterprise Skill Group Name

The enterprise skill group's enterprise name and ID.

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

Ent Queued

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

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

ASA

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

Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered.

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: Skill_Group_Interval.DateTime.

COMPLETED TASKS

Total

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

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

Aban

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: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing ).

RONA

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

Handled

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

Derived from: Skill_Group_Interval.CallsHandled.

AHT

The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group.

Derived from: Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled.

AAT

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

Derived from: Skill_Group_Interval.HandledCallsTalkTime / Skill_Group_Interval.CallsHandled.

Aban Hold

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

Derived from: Skill_Group_Interval.AbandonHoldCalls.

End of Completed Tasks Grouping

Trans In

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

Derived from: Skill_Group_Interval.TransferInCallsTime.

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.

Ext Out

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

Derived from: Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Active Time

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

Derived from: Skill_Group_Interval.TalkTime.

Hold Time

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

Derived from: Skill_Group_Interval.HoldTime.

Log On Duration

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

Derived from: Skill_Group_Interval.LoggedOnTime.

% Not Active

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

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

% Not Ready

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

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

% Active

The percentage of time the interval that the agent of this skill group has spent in Active state in this Skill Group in relation to LoggedOnTime.

Derived from: Skill_Group_Interval.TalkTime / Skill_Group_Interval.LoggedOnTime.

% Hold

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

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

% Reserved

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

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

% Wrap Up

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

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

% Busy Other

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

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

RouterMaxCallsQueued

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

Derived from : Skill_Group_Interval. RouterMaxCallsQueued.

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

RouterMaxCallWaitTime

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

Derived from : Skill_Group_Interval. RouterMaxCallWaitTime.

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

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

Available Fields in the Enterprise Skill Group 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 Skill_Group_Interval table as documented in the Database Schema Guide.

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

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

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900)

Sample Enterprise Skill Group Historical All Fields Report

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

Figure 1. Enterprise Historical Skill Group All Fields Report 1 of 3



Figure 2. Enterprise Historical Skill Group All Fields Report 2 of 3



Figure 3. Enterprise Historical Skill Group All Fields Report 3 of 3



Enterprise Skill Group Real Time

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

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

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

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

Views: This report has only a grid view.

Value List: Enterprise Skill Group

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

Current Fields in the Enterprise Skill Group Real Time Grid View

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

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

Column (Field)

Description

Enterprise Skill Group Name

The enterprise skill group's enterprise name and ID.

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

Ent Queued Now

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

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

Ent Longest Task Q

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

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

Derived from: Skill_Group_Real_Time.RouterLongestCallInQ.

ASA 5

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Handled

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

Derived from: Skill_Group_Real_Time.CallsHandledTo5.

AHT

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

Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / Skill_Group_Real_Time.CallsHandledTo5.

Log On

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

Derived from: Skill_Group_Real_Time.LoggedOn.

Not Ready

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

Derived from: Skill_Group_Real_Time.NotReady.

Not Active

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

Derived from: Skill_Group_Real_Time.Avail.

Active In

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

Derived from: Skill_Group_Real_Time.TalkingIn.

Active Out

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

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Other

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

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

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Auto Out

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

Derived from: Skill_Group_Real_Time.TalkingAutoOut.

Active Preview

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

Derived from: Skill_Group_Real_Time.TalkingPreview.

Active Reservation

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

Derived from: Skill_Group_Real_Time.TalkingReserve.

AAT

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

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

Wrap Up

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

Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady.

Hold

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

Derived from: Skill_Group_Real_Time.Hold.

Reserved

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

Derived from: Skill_Group_Real_Time.ReservedAgents.

Busy Other

The number of agents currently in the BusyOther state.

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

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

Derived from: Skill_Group_Real_Time.BusyOther.

% Utilization

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

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5.

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

Available Fields in the Enterprise Skill Group Real Time Grid View

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

Sample Enterprise Skill Group Real Time Report

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

Figure 4. Enterprise Skill Group Real Time Report 1 of 2



Figure 5. Enterprise Skill Group Real Time Report 2 of 2



Peripheral Skill Group Historical All Fields

Peripheral Skill Group reports show key statistics per skill group such as average speed of answer and calls handled, as well as agent state times per skill group. Use this report to evaluate skill group performance.

Note: Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report). This includes any tasks which began before the time frame shown. However, this does not include tasks where the caller abandoned in the local ACD queue.

This report displays the same data as the Enterprise Skill Group Historical report except that this report is organized by media rather then by skill group.

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

Views: This report has a grid view and a stacked bar chart view.

Grouping: by Skill Group Name

Value List: Skill Group

Database Schema Tables from which data is retrieved:
  • Media_Routing_Domain
  • Skill_Group
  • Skill_Group_Interval

Current Fields In the Peripheral Skill Group Historical Grid View

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

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

Column (Field)

Description

Skill Group Name

The skill group's enterprise name and ID.

Derived from: Skill_Group.EnterpriseName (Skill_Group.SkillTargetID).

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: Skill_Group_Interval.DateTime.

Ent Queued

The number of tasks queued to this Skill Group in the interval.

Derived from: Skill_Group_Interval.RouterQueueCalls + Skill_Group_Interval.CallsQueued.

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

ASA

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

Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered.

SERVICE LEVEL

SL Ans

The count of calls that are routed to the skill group or queued to the skill group in the last interval.

Derived from: Skill_Group_Interval.ServiceLevelCalls.

SL Aban

The count of calls that are abandoned within the skill group service level threshold in the last interval.

Derived from: Skill_Group_Interval.ServiceLevelCallsAband.

COMPLETED TASKS

Total

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

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

Aban

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: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing).

RONA

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

Derived from: Skill_Group_Interval.RedirectNoAnsCalls.

Handled

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

Derived from: Skill_Group_Interval.CallsHandled.

AHT

The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group.

Derived from: Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled.

AAT

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

Derived from: Skill_Group_Interval.HandledCallsTalkTime / Skill_Group_Interval.CallsHandled.

Aban Hold

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

Derived from: Skill_Group_Interval.AbandonHoldCalls.

End of Completed Tasks Grouping

Trans In

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

Derived from: Skill_Group_Interval.TransferInCalls.

Trans Out

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

Derived from: Skill_Group_Interval.TransferredOutCalls + Skill_Group_Interval.NetTransferredOutCalls.

Ext Out

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

Derived from: Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIME

Active Time

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

Derived from: Skill_Group_Interval.TalkTime.

Hold Time

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

Derived from: Skill_Group_Interval.HoldTime.

% Not Active

The percentage of agents in the skill group who are NOT currently involved in tasks and who are ready to accept calls or tasks.

Derived from: Skill_Group_Interval.AvailTime / Skill_Group_Interval.LoggedOnTime.

% Not Ready

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

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

% Active

The percentage of agents in the skill group who are working on incoming tasks or who are in one of the talking states.

Derived from: (Skill_Group_Skill_Group_Interval.TalkingInTime + Skill_Group_Skill_Group_Interval.TalkingOutTime + Skill_Group_Skill_Group_Interval.TalkingOtherTime + Skill_Group.Skill_Group_Interval.TalkingAutoOutTime + Skill_Group.Skill_Group_Interval.TalkingPreviewTime + Skill_Group.Skill_Group_Interval.TalkingReserveTime) / Skill_Group_Skill_Group_Interval.LoggedOnTime.

% Hold

The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or interval, whichever is less.

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

% Reserved

The percentage of time that agents spent working on Reserved time in relation to LoggedOnTime or interval, whichever is less.

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

% Wrap Up

The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in relation to LoggedOnTime or interval, whichever is less.

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

RouterMaxCallsQueued

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

Derived from: Skill_Group_Interval.RouterMaxCallsQueued.

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

RouterMaxCallWaitTime

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

Derived from: Skill_Group_Interval.RouterMaxCallWaitTime.

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

AbandonRingCalls

The total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. The value is incremented at the time the call disconnects.

Derived from: Skill_Group_Interval.AbandonRingCalls.

CallsAnswered

The number of calls answered by agents associated with a skill group during the reporting interval. This value is set by the PG. The number of calls answered includes only handled calls and internal calls received. The value is incremented at the time the call is answered.

Derived from: Skill_Group_Interval.CallsAnswered.

Report Summary: There is a summary for each Skill Group Name and a total report summary. The summary line displays the Max for RouterMaxCallsQueued and RouterQueueCalls. For more information, see Report Summary Rows.

Available Fields in the Peripheral Skill Group Historical Grid View

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

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

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

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900).

Sample Peripheral Skill Group Historical Report

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

Figure 6. Peripheral Skill Group Historical Report 1 of 3



Figure 7. Peripheral Skill Group Historical Report 2 of 3



Figure 8. Peripheral Skill Group Historical Report 3 of 3



Peripheral Skill Group Historical Skill Group Service Level Chart

The stock graph for this report is a stocked bar chart that shows Aban, RONA, Handled, Aban Hold by Skill Group.

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

Figure 9. Peripheral Skill Group Historical Skill Group Service Level Chart



Skill Group Abandon/Answer Distribution Historical

For each skill group, reports generated from this template show the number of answered and abandoned calls for separate intervals for the report's time period, broken out into interval summaries.

Views: This report only has a grid view.

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

Value List: Skill Group

Database Schema Tables from which data is retrieved:
  • Bucket_Intervals
  • Skill_Group
  • Skill_Group_Interval

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

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

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

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

Column (Field) Description

Skill Group Name

The enterprise name of the skill group.

Derived from: Skill_Group.EnterpriseName.

Date Time

The date and time when the Skill Group interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period there is summary row for each selected Skill Group.

Derived from: Skill_Group_Interval.DateTime.

ASA

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

This is a calculated field, derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsHandled.

Int 1 Ans and Aban

The number of calls answered/abandoned between the time set to begin measuring and interval 1.The system default interval 1 is 8 seconds. For example: 00:00 - 00:08.

Derived from:Skill_Group_Interval.RouterAnsInterval1 and Skill_Group_Interval.RouterAbandInterval1.

Int 2 Ans and Aban

The number of calls answered/abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example:00:08 - 00:38.

Derived from: Skill_Group_Interval.RouterAnsInterval2 and Skill_Group_Interval.RouterAbandInterval2.

Int 3 Ans and Aban

The number of calls answered/abandoned between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38.

Derived from: Skill_Group_Interval.RouterAnsInterval3 and Skill_Group_Interval.RouterAbandInterval3.

Int 4 Ans and Aban

The number of calls answered/abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds. For example: 01:38 - 03:08.

Derived from: Skill_Group_Interval.AnsInterval4 and Skill_Group_Interval.AbandInterval4.

Int 5 Ans and Aban

The number of calls answered/abandoned between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: 03:08 -05:08.

Derived from: Skill_Group_Interval.RouterAnsInterval5 and Skill_Group_Interval.RouterAbandInterval5.

Int 6 Ans and Aban

The number of calls answered/abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08.

Derived from: Skill_Group_Interval.RouterAnsInterval6 and Skill_Group_Interval.RouterAbandInterval6.

Int 7 Ans and Aban

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

Derived from: Skill_Group_Interval.RouterAnsInterval7 and Skill_Group_Interval.RouterAbandInterval7.

Int 8 Ans and Aban

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

Derived from: Skill_Group_Interval.RouterAnsInterval8 and Skill_Group_Interval.RouterAbandInterval8.

Int 9 Ans and Aban

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

Derived from: Skill_Group_Interval.RouterAnsInterval9 and Skill_Group_Interval.RouterAbandInterval9.

>Int 9 Ans and Aban

The number of calls answered/abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08.

Derived from: Skill_Group_Interval.RouterAnsInterval10 and Skill_Group_Interval.RouterAbandInterval10.

MaxCallsQueued

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

Derived from: Skill_Group_Interval.RouterMaxCallsQueued.

MaxCallWaitTime

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

Derived from: Skill_Group_Interval.RouterMaxCallWaitTime.

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totals for the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns.

Available Fields in the Skill Group Abandon/Answer Distribution Historical 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 following tables.

These Available fields are from the Skill Group_Interval table:
  • Ans Wait Time Derived from: Skill_Group_Interval.AnswerWaitTime.
  • BucketIntervalID Derived from: Skill_Group_Interval.BucketIntervalID.
  • Calls Handled Derived from: Skill_Group_Interval.CallsHandled.
  • SkillTargetID Derived from: Skill_Group_Interval.SkillTargetID.
  • DelayQAban Derived from: Skill_Group_Interval.RouterDelayQAbandTime.
  • Router Calls Aban: Derived from: Skill_Group_Interval.RouterCallsAbandToAgent +Skill_Group_Interval.RouterCallsAbandQ.
  • int 1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

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

Sample Skill Group Abandon/Answer Distribution Historical Report

The following illustrations show examples of reports generated from the Skill Group Abandon/Answer Distribution Historical Report template.
Figure 10. Group Abandon/Answer Distribution Historical Report 1 of 2



Figure 11. Group Abandon/Answer Distribution Historical Report 2 of 2



Peripheral Skill Group Real Time All Fields

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


Note


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


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

Views: This report has only a grid view.

Grouping: by Skill Group Name

Value List: Skill Group

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

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

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

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

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

Column (Field)

Description

Skill Group Name

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

Derived from: Skill_Group.EnterpriseName.

Ent Queued Now

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

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

Ent Longest Task Q

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

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

Derived from: Skill_Group_Real_Time.RouterLongestCallInQ.

ASA 5

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Ans Within SL

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Aban Within SL

The count of calls that are abandoned within the skill group service level threshold during the rolling five-minute interval. Derived from:

Skill_Group_Real_Time.ServiceLevelCallsAbandTo5.

Handled

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

Derived from: Skill_Group_Real_Time.CallsHandledTo5.

AHT

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

Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / Skill_Group_Real_Time.CallsHandledTo5.

Log On

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

Derived from: Skill_Group_Real_Time.LoggedOn.

Not Ready

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

Derived from: Skill_Group_Real_Time.NotReady.

Not Active

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

Derived from: Skill_Group_Real_Time.Avail.

Active In

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

Derived from: Skill_Group_Real_Time.TalkingIn.

Active Out

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

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Other

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

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Auto Out

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

Derived from: Skill_Group_Real_Time.TalkingAutoOut.

Active Preview

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

Derived from: Skill_Group_Real_Time.TalkingPreview

Active Reservation

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

Derived from: Skill_Group_Real_Time.TalkingReserve.

AAT

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

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

Wrap Up

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

Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady.

Hold

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

Derived from: Skill_Group_Real_Time.Hold.

Reserved

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

Derived from: Skill_Group_Real_Time.ReservedAgents.

Busy Other

The number of agents currently in the BusyOther state.

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

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

Derived from: Skill_Group_Real_Time.BusyOther.

% Utilization

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

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5.

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

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

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

Sample Peripheral Skill Group Real Time All Fields Report

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

Figure 12. Peripheral Skill Group Real Time Report 1 of 2



Figure 13. Peripheral Skill Group Real Time Report 2 of 2



Enterprise Skill Group Historical All Fields

Views:This report only has a grid view.

Grouping: by Enterprise Skill Group Name

Value List: Enterprise Skill Group

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

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

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

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

Column (Field

Description

Enterprise Skill Group Name

The enterprise skill group's enterprise name and ID.

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

Ent Queued

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

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

ASA

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

Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered.

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: Skill_Group_Interval.DateTime.

COMPLETED TASKS

Total

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

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

Aban

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: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing ).

RONA

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

Handled

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

Derived from: Skill_Group_Interval.CallsHandled.

AHT

The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group.

Derived from: Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled.

AAT

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

Derived from: Skill_Group_Interval.HandledCallsTalkTime / Skill_Group_Interval.CallsHandled.

Aban Hold

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

Derived from: Skill_Group_Interval.AbandonHoldCalls.

End of Completed Tasks Grouping

Trans In

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

Derived from: Skill_Group_Interval.TransferInCallsTime.

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.

Ext Out

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

Derived from: Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Active Time

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

Derived from: Skill_Group_Interval.TalkTime.

Hold Time

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

Derived from: Skill_Group_Interval.HoldTime.

Log On Duration

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

Derived from: Skill_Group_Interval.LoggedOnTime.

% Not Active

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

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

% Not Ready

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

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

% Active

The percentage of time the interval that the agent of this skill group has spent in Active state in this Skill Group in relation to LoggedOnTime.

Derived from: Skill_Group_Interval.TalkTime / Skill_Group_Interval.LoggedOnTime.

% Hold

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

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

% Reserved

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

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

% Wrap Up

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

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

% Busy Other

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

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

RouterMaxCallsQueued

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

Derived from : Skill_Group_Interval. RouterMaxCallsQueued.

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

RouterMaxCallWaitTime

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

Derived from : Skill_Group_Interval. RouterMaxCallWaitTime.

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

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

Available Fields in the Enterprise Skill Group 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 Skill_Group_Interval table as documented in the Database Schema Guide.

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

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

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900)

Sample Enterprise Skill Group Historical All Fields Report

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

Figure 14. Enterprise Historical Skill Group All Fields Report 1 of 3



Figure 15. Enterprise Historical Skill Group All Fields Report 2 of 3



Figure 16. Enterprise Historical Skill Group All Fields Report 3 of 3



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

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

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

Column (Field

Description

Enterprise Skill Group Name

The enterprise skill group's enterprise name and ID.

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

Ent Queued

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

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

ASA

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

Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered.

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: Skill_Group_Interval.DateTime.

COMPLETED TASKS

Total

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

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

Aban

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: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing ).

RONA

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

Handled

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

Derived from: Skill_Group_Interval.CallsHandled.

AHT

The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group.

Derived from: Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled.

AAT

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

Derived from: Skill_Group_Interval.HandledCallsTalkTime / Skill_Group_Interval.CallsHandled.

Aban Hold

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

Derived from: Skill_Group_Interval.AbandonHoldCalls.

End of Completed Tasks Grouping

Trans In

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

Derived from: Skill_Group_Interval.TransferInCallsTime.

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.

Ext Out

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

Derived from: Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIMES

Active Time

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

Derived from: Skill_Group_Interval.TalkTime.

Hold Time

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

Derived from: Skill_Group_Interval.HoldTime.

Log On Duration

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

Derived from: Skill_Group_Interval.LoggedOnTime.

% Not Active

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

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

% Not Ready

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

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

% Active

The percentage of time the interval that the agent of this skill group has spent in Active state in this Skill Group in relation to LoggedOnTime.

Derived from: Skill_Group_Interval.TalkTime / Skill_Group_Interval.LoggedOnTime.

% Hold

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

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

% Reserved

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

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

% Wrap Up

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

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

% Busy Other

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

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

RouterMaxCallsQueued

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

Derived from : Skill_Group_Interval. RouterMaxCallsQueued.

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

RouterMaxCallWaitTime

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

Derived from : Skill_Group_Interval. RouterMaxCallWaitTime.

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

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

Available Fields in the Enterprise Skill Group 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 Skill_Group_Interval table as documented in the Database Schema Guide.

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

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

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900)

Sample Enterprise Skill Group Historical All Fields Report

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

Figure 17. Enterprise Historical Skill Group All Fields Report 1 of 3



Figure 18. Enterprise Historical Skill Group All Fields Report 2 of 3



Figure 19. Enterprise Historical Skill Group All Fields Report 3 of 3



Enterprise Skill Group Real Time

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

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

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

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

Views: This report has only a grid view.

Value List: Enterprise Skill Group

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

Current Fields in the Enterprise Skill Group Real Time Grid View

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

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

Column (Field)

Description

Enterprise Skill Group Name

The enterprise skill group's enterprise name and ID.

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

Ent Queued Now

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

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

Ent Longest Task Q

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

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

Derived from: Skill_Group_Real_Time.RouterLongestCallInQ.

ASA 5

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Handled

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

Derived from: Skill_Group_Real_Time.CallsHandledTo5.

AHT

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

Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / Skill_Group_Real_Time.CallsHandledTo5.

Log On

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

Derived from: Skill_Group_Real_Time.LoggedOn.

Not Ready

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

Derived from: Skill_Group_Real_Time.NotReady.

Not Active

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

Derived from: Skill_Group_Real_Time.Avail.

Active In

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

Derived from: Skill_Group_Real_Time.TalkingIn.

Active Out

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

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Other

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

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

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Auto Out

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

Derived from: Skill_Group_Real_Time.TalkingAutoOut.

Active Preview

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

Derived from: Skill_Group_Real_Time.TalkingPreview.

Active Reservation

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

Derived from: Skill_Group_Real_Time.TalkingReserve.

AAT

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

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

Wrap Up

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

Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady.

Hold

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

Derived from: Skill_Group_Real_Time.Hold.

Reserved

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

Derived from: Skill_Group_Real_Time.ReservedAgents.

Busy Other

The number of agents currently in the BusyOther state.

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

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

Derived from: Skill_Group_Real_Time.BusyOther.

% Utilization

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

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5.

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

Available Fields in the Enterprise Skill Group Real Time Grid View

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

Sample Enterprise Skill Group Real Time Report

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

Figure 20. Enterprise Skill Group Real Time Report 1 of 2



Figure 21. Enterprise Skill Group Real Time Report 2 of 2



Current Fields in the Enterprise Skill Group Real Time Grid View

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

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

Column (Field)

Description

Enterprise Skill Group Name

The enterprise skill group's enterprise name and ID.

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

Ent Queued Now

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

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

Ent Longest Task Q

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

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

Derived from: Skill_Group_Real_Time.RouterLongestCallInQ.

ASA 5

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Handled

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

Derived from: Skill_Group_Real_Time.CallsHandledTo5.

AHT

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

Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / Skill_Group_Real_Time.CallsHandledTo5.

Log On

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

Derived from: Skill_Group_Real_Time.LoggedOn.

Not Ready

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

Derived from: Skill_Group_Real_Time.NotReady.

Not Active

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

Derived from: Skill_Group_Real_Time.Avail.

Active In

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

Derived from: Skill_Group_Real_Time.TalkingIn.

Active Out

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

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Other

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

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

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Auto Out

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

Derived from: Skill_Group_Real_Time.TalkingAutoOut.

Active Preview

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

Derived from: Skill_Group_Real_Time.TalkingPreview.

Active Reservation

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

Derived from: Skill_Group_Real_Time.TalkingReserve.

AAT

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

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

Wrap Up

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

Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady.

Hold

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

Derived from: Skill_Group_Real_Time.Hold.

Reserved

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

Derived from: Skill_Group_Real_Time.ReservedAgents.

Busy Other

The number of agents currently in the BusyOther state.

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

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

Derived from: Skill_Group_Real_Time.BusyOther.

% Utilization

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

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5.

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

Available Fields in the Enterprise Skill Group Real Time Grid View

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

Sample Enterprise Skill Group Real Time Report

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

Figure 22. Enterprise Skill Group Real Time Report 1 of 2



Figure 23. Enterprise Skill Group Real Time Report 2 of 2



Peripheral Skill Group Historical All Fields

Peripheral Skill Group reports show key statistics per skill group such as average speed of answer and calls handled, as well as agent state times per skill group. Use this report to evaluate skill group performance.

Note: Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report). This includes any tasks which began before the time frame shown. However, this does not include tasks where the caller abandoned in the local ACD queue.

This report displays the same data as the Enterprise Skill Group Historical report except that this report is organized by media rather then by skill group.

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

Views: This report has a grid view and a stacked bar chart view.

Grouping: by Skill Group Name

Value List: Skill Group

Database Schema Tables from which data is retrieved:
  • Media_Routing_Domain
  • Skill_Group
  • Skill_Group_Interval

Current Fields In the Peripheral Skill Group Historical Grid View

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

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

Column (Field)

Description

Skill Group Name

The skill group's enterprise name and ID.

Derived from: Skill_Group.EnterpriseName (Skill_Group.SkillTargetID).

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: Skill_Group_Interval.DateTime.

Ent Queued

The number of tasks queued to this Skill Group in the interval.

Derived from: Skill_Group_Interval.RouterQueueCalls + Skill_Group_Interval.CallsQueued.

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

ASA

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

Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered.

SERVICE LEVEL

SL Ans

The count of calls that are routed to the skill group or queued to the skill group in the last interval.

Derived from: Skill_Group_Interval.ServiceLevelCalls.

SL Aban

The count of calls that are abandoned within the skill group service level threshold in the last interval.

Derived from: Skill_Group_Interval.ServiceLevelCallsAband.

COMPLETED TASKS

Total

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

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

Aban

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: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing).

RONA

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

Derived from: Skill_Group_Interval.RedirectNoAnsCalls.

Handled

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

Derived from: Skill_Group_Interval.CallsHandled.

AHT

The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group.

Derived from: Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled.

AAT

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

Derived from: Skill_Group_Interval.HandledCallsTalkTime / Skill_Group_Interval.CallsHandled.

Aban Hold

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

Derived from: Skill_Group_Interval.AbandonHoldCalls.

End of Completed Tasks Grouping

Trans In

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

Derived from: Skill_Group_Interval.TransferInCalls.

Trans Out

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

Derived from: Skill_Group_Interval.TransferredOutCalls + Skill_Group_Interval.NetTransferredOutCalls.

Ext Out

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

Derived from: Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIME

Active Time

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

Derived from: Skill_Group_Interval.TalkTime.

Hold Time

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

Derived from: Skill_Group_Interval.HoldTime.

% Not Active

The percentage of agents in the skill group who are NOT currently involved in tasks and who are ready to accept calls or tasks.

Derived from: Skill_Group_Interval.AvailTime / Skill_Group_Interval.LoggedOnTime.

% Not Ready

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

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

% Active

The percentage of agents in the skill group who are working on incoming tasks or who are in one of the talking states.

Derived from: (Skill_Group_Skill_Group_Interval.TalkingInTime + Skill_Group_Skill_Group_Interval.TalkingOutTime + Skill_Group_Skill_Group_Interval.TalkingOtherTime + Skill_Group.Skill_Group_Interval.TalkingAutoOutTime + Skill_Group.Skill_Group_Interval.TalkingPreviewTime + Skill_Group.Skill_Group_Interval.TalkingReserveTime) / Skill_Group_Skill_Group_Interval.LoggedOnTime.

% Hold

The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or interval, whichever is less.

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

% Reserved

The percentage of time that agents spent working on Reserved time in relation to LoggedOnTime or interval, whichever is less.

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

% Wrap Up

The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in relation to LoggedOnTime or interval, whichever is less.

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

RouterMaxCallsQueued

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

Derived from: Skill_Group_Interval.RouterMaxCallsQueued.

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

RouterMaxCallWaitTime

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

Derived from: Skill_Group_Interval.RouterMaxCallWaitTime.

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

AbandonRingCalls

The total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. The value is incremented at the time the call disconnects.

Derived from: Skill_Group_Interval.AbandonRingCalls.

CallsAnswered

The number of calls answered by agents associated with a skill group during the reporting interval. This value is set by the PG. The number of calls answered includes only handled calls and internal calls received. The value is incremented at the time the call is answered.

Derived from: Skill_Group_Interval.CallsAnswered.

Report Summary: There is a summary for each Skill Group Name and a total report summary. The summary line displays the Max for RouterMaxCallsQueued and RouterQueueCalls. For more information, see Report Summary Rows.

Available Fields in the Peripheral Skill Group Historical Grid View

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

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

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

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900).

Sample Peripheral Skill Group Historical Report

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

Figure 24. Peripheral Skill Group Historical Report 1 of 3



Figure 25. Peripheral Skill Group Historical Report 2 of 3



Figure 26. Peripheral Skill Group Historical Report 3 of 3



Peripheral Skill Group Historical Skill Group Service Level Chart

The stock graph for this report is a stocked bar chart that shows Aban, RONA, Handled, Aban Hold by Skill Group.

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

Figure 27. Peripheral Skill Group Historical Skill Group Service Level Chart



Current Fields In the Peripheral Skill Group Historical Grid View

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

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

Column (Field)

Description

Skill Group Name

The skill group's enterprise name and ID.

Derived from: Skill_Group.EnterpriseName (Skill_Group.SkillTargetID).

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: Skill_Group_Interval.DateTime.

Ent Queued

The number of tasks queued to this Skill Group in the interval.

Derived from: Skill_Group_Interval.RouterQueueCalls + Skill_Group_Interval.CallsQueued.

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

ASA

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

Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered.

SERVICE LEVEL

SL Ans

The count of calls that are routed to the skill group or queued to the skill group in the last interval.

Derived from: Skill_Group_Interval.ServiceLevelCalls.

SL Aban

The count of calls that are abandoned within the skill group service level threshold in the last interval.

Derived from: Skill_Group_Interval.ServiceLevelCallsAband.

COMPLETED TASKS

Total

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

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

Aban

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: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing).

RONA

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

Derived from: Skill_Group_Interval.RedirectNoAnsCalls.

Handled

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

Derived from: Skill_Group_Interval.CallsHandled.

AHT

The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group.

Derived from: Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled.

AAT

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

Derived from: Skill_Group_Interval.HandledCallsTalkTime / Skill_Group_Interval.CallsHandled.

Aban Hold

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

Derived from: Skill_Group_Interval.AbandonHoldCalls.

End of Completed Tasks Grouping

Trans In

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

Derived from: Skill_Group_Interval.TransferInCalls.

Trans Out

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

Derived from: Skill_Group_Interval.TransferredOutCalls + Skill_Group_Interval.NetTransferredOutCalls.

Ext Out

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

Derived from: Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIME

Active Time

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

Derived from: Skill_Group_Interval.TalkTime.

Hold Time

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

Derived from: Skill_Group_Interval.HoldTime.

% Not Active

The percentage of agents in the skill group who are NOT currently involved in tasks and who are ready to accept calls or tasks.

Derived from: Skill_Group_Interval.AvailTime / Skill_Group_Interval.LoggedOnTime.

% Not Ready

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

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

% Active

The percentage of agents in the skill group who are working on incoming tasks or who are in one of the talking states.

Derived from: (Skill_Group_Skill_Group_Interval.TalkingInTime + Skill_Group_Skill_Group_Interval.TalkingOutTime + Skill_Group_Skill_Group_Interval.TalkingOtherTime + Skill_Group.Skill_Group_Interval.TalkingAutoOutTime + Skill_Group.Skill_Group_Interval.TalkingPreviewTime + Skill_Group.Skill_Group_Interval.TalkingReserveTime) / Skill_Group_Skill_Group_Interval.LoggedOnTime.

% Hold

The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or interval, whichever is less.

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

% Reserved

The percentage of time that agents spent working on Reserved time in relation to LoggedOnTime or interval, whichever is less.

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

% Wrap Up

The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in relation to LoggedOnTime or interval, whichever is less.

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

RouterMaxCallsQueued

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

Derived from: Skill_Group_Interval.RouterMaxCallsQueued.

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

RouterMaxCallWaitTime

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

Derived from: Skill_Group_Interval.RouterMaxCallWaitTime.

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

AbandonRingCalls

The total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. The value is incremented at the time the call disconnects.

Derived from: Skill_Group_Interval.AbandonRingCalls.

CallsAnswered

The number of calls answered by agents associated with a skill group during the reporting interval. This value is set by the PG. The number of calls answered includes only handled calls and internal calls received. The value is incremented at the time the call is answered.

Derived from: Skill_Group_Interval.CallsAnswered.

Report Summary: There is a summary for each Skill Group Name and a total report summary. The summary line displays the Max for RouterMaxCallsQueued and RouterQueueCalls. For more information, see Report Summary Rows.

Available Fields in the Peripheral Skill Group Historical Grid View

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

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

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

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900).

Sample Peripheral Skill Group Historical Report

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

Figure 28. Peripheral Skill Group Historical Report 1 of 3



Figure 29. Peripheral Skill Group Historical Report 2 of 3



Figure 30. Peripheral Skill Group Historical Report 3 of 3



Peripheral Skill Group Historical Skill Group Service Level Chart

The stock graph for this report is a stocked bar chart that shows Aban, RONA, Handled, Aban Hold by Skill Group.

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

Figure 31. Peripheral Skill Group Historical Skill Group Service Level Chart



Skill Group Abandon/Answer Distribution Historical

For each skill group, reports generated from this template show the number of answered and abandoned calls for separate intervals for the report's time period, broken out into interval summaries.

Views: This report only has a grid view.

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

Value List: Skill Group

Database Schema Tables from which data is retrieved:
  • Bucket_Intervals
  • Skill_Group
  • Skill_Group_Interval

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

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

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

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

Column (Field) Description

Skill Group Name

The enterprise name of the skill group.

Derived from: Skill_Group.EnterpriseName.

Date Time

The date and time when the Skill Group interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period there is summary row for each selected Skill Group.

Derived from: Skill_Group_Interval.DateTime.

ASA

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

This is a calculated field, derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsHandled.

Int 1 Ans and Aban

The number of calls answered/abandoned between the time set to begin measuring and interval 1.The system default interval 1 is 8 seconds. For example: 00:00 - 00:08.

Derived from:Skill_Group_Interval.RouterAnsInterval1 and Skill_Group_Interval.RouterAbandInterval1.

Int 2 Ans and Aban

The number of calls answered/abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example:00:08 - 00:38.

Derived from: Skill_Group_Interval.RouterAnsInterval2 and Skill_Group_Interval.RouterAbandInterval2.

Int 3 Ans and Aban

The number of calls answered/abandoned between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38.

Derived from: Skill_Group_Interval.RouterAnsInterval3 and Skill_Group_Interval.RouterAbandInterval3.

Int 4 Ans and Aban

The number of calls answered/abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds. For example: 01:38 - 03:08.

Derived from: Skill_Group_Interval.AnsInterval4 and Skill_Group_Interval.AbandInterval4.

Int 5 Ans and Aban

The number of calls answered/abandoned between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: 03:08 -05:08.

Derived from: Skill_Group_Interval.RouterAnsInterval5 and Skill_Group_Interval.RouterAbandInterval5.

Int 6 Ans and Aban

The number of calls answered/abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08.

Derived from: Skill_Group_Interval.RouterAnsInterval6 and Skill_Group_Interval.RouterAbandInterval6.

Int 7 Ans and Aban

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

Derived from: Skill_Group_Interval.RouterAnsInterval7 and Skill_Group_Interval.RouterAbandInterval7.

Int 8 Ans and Aban

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

Derived from: Skill_Group_Interval.RouterAnsInterval8 and Skill_Group_Interval.RouterAbandInterval8.

Int 9 Ans and Aban

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

Derived from: Skill_Group_Interval.RouterAnsInterval9 and Skill_Group_Interval.RouterAbandInterval9.

>Int 9 Ans and Aban

The number of calls answered/abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08.

Derived from: Skill_Group_Interval.RouterAnsInterval10 and Skill_Group_Interval.RouterAbandInterval10.

MaxCallsQueued

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

Derived from: Skill_Group_Interval.RouterMaxCallsQueued.

MaxCallWaitTime

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

Derived from: Skill_Group_Interval.RouterMaxCallWaitTime.

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totals for the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns.

Available Fields in the Skill Group Abandon/Answer Distribution Historical 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 following tables.

These Available fields are from the Skill Group_Interval table:
  • Ans Wait Time Derived from: Skill_Group_Interval.AnswerWaitTime.
  • BucketIntervalID Derived from: Skill_Group_Interval.BucketIntervalID.
  • Calls Handled Derived from: Skill_Group_Interval.CallsHandled.
  • SkillTargetID Derived from: Skill_Group_Interval.SkillTargetID.
  • DelayQAban Derived from: Skill_Group_Interval.RouterDelayQAbandTime.
  • Router Calls Aban: Derived from: Skill_Group_Interval.RouterCallsAbandToAgent +Skill_Group_Interval.RouterCallsAbandQ.
  • int 1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

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

Sample Skill Group Abandon/Answer Distribution Historical Report

The following illustrations show examples of reports generated from the Skill Group Abandon/Answer Distribution Historical Report template.
Figure 32. Group Abandon/Answer Distribution Historical Report 1 of 2



Figure 33. Group Abandon/Answer Distribution Historical Report 2 of 2



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

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

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

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

Column (Field) Description

Skill Group Name

The enterprise name of the skill group.

Derived from: Skill_Group.EnterpriseName.

Date Time

The date and time when the Skill Group interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period there is summary row for each selected Skill Group.

Derived from: Skill_Group_Interval.DateTime.

ASA

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

This is a calculated field, derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsHandled.

Int 1 Ans and Aban

The number of calls answered/abandoned between the time set to begin measuring and interval 1.The system default interval 1 is 8 seconds. For example: 00:00 - 00:08.

Derived from:Skill_Group_Interval.RouterAnsInterval1 and Skill_Group_Interval.RouterAbandInterval1.

Int 2 Ans and Aban

The number of calls answered/abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example:00:08 - 00:38.

Derived from: Skill_Group_Interval.RouterAnsInterval2 and Skill_Group_Interval.RouterAbandInterval2.

Int 3 Ans and Aban

The number of calls answered/abandoned between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38.

Derived from: Skill_Group_Interval.RouterAnsInterval3 and Skill_Group_Interval.RouterAbandInterval3.

Int 4 Ans and Aban

The number of calls answered/abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds. For example: 01:38 - 03:08.

Derived from: Skill_Group_Interval.AnsInterval4 and Skill_Group_Interval.AbandInterval4.

Int 5 Ans and Aban

The number of calls answered/abandoned between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: 03:08 -05:08.

Derived from: Skill_Group_Interval.RouterAnsInterval5 and Skill_Group_Interval.RouterAbandInterval5.

Int 6 Ans and Aban

The number of calls answered/abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08.

Derived from: Skill_Group_Interval.RouterAnsInterval6 and Skill_Group_Interval.RouterAbandInterval6.

Int 7 Ans and Aban

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

Derived from: Skill_Group_Interval.RouterAnsInterval7 and Skill_Group_Interval.RouterAbandInterval7.

Int 8 Ans and Aban

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

Derived from: Skill_Group_Interval.RouterAnsInterval8 and Skill_Group_Interval.RouterAbandInterval8.

Int 9 Ans and Aban

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

Derived from: Skill_Group_Interval.RouterAnsInterval9 and Skill_Group_Interval.RouterAbandInterval9.

>Int 9 Ans and Aban

The number of calls answered/abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08.

Derived from: Skill_Group_Interval.RouterAnsInterval10 and Skill_Group_Interval.RouterAbandInterval10.

MaxCallsQueued

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

Derived from: Skill_Group_Interval.RouterMaxCallsQueued.

MaxCallWaitTime

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

Derived from: Skill_Group_Interval.RouterMaxCallWaitTime.

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totals for the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns.

Available Fields in the Skill Group Abandon/Answer Distribution Historical 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 following tables.

These Available fields are from the Skill Group_Interval table:
  • Ans Wait Time Derived from: Skill_Group_Interval.AnswerWaitTime.
  • BucketIntervalID Derived from: Skill_Group_Interval.BucketIntervalID.
  • Calls Handled Derived from: Skill_Group_Interval.CallsHandled.
  • SkillTargetID Derived from: Skill_Group_Interval.SkillTargetID.
  • DelayQAban Derived from: Skill_Group_Interval.RouterDelayQAbandTime.
  • Router Calls Aban: Derived from: Skill_Group_Interval.RouterCallsAbandToAgent +Skill_Group_Interval.RouterCallsAbandQ.
  • int 1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

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

Sample Skill Group Abandon/Answer Distribution Historical Report

The following illustrations show examples of reports generated from the Skill Group Abandon/Answer Distribution Historical Report template.
Figure 34. Group Abandon/Answer Distribution Historical Report 1 of 2



Figure 35. Group Abandon/Answer Distribution Historical Report 2 of 2



Peripheral Skill Group Real Time All Fields

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


Note


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


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

Views: This report has only a grid view.

Grouping: by Skill Group Name

Value List: Skill Group

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

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

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

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

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

Column (Field)

Description

Skill Group Name

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

Derived from: Skill_Group.EnterpriseName.

Ent Queued Now

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

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

Ent Longest Task Q

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

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

Derived from: Skill_Group_Real_Time.RouterLongestCallInQ.

ASA 5

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Ans Within SL

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Aban Within SL

The count of calls that are abandoned within the skill group service level threshold during the rolling five-minute interval. Derived from:

Skill_Group_Real_Time.ServiceLevelCallsAbandTo5.

Handled

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

Derived from: Skill_Group_Real_Time.CallsHandledTo5.

AHT

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

Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / Skill_Group_Real_Time.CallsHandledTo5.

Log On

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

Derived from: Skill_Group_Real_Time.LoggedOn.

Not Ready

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

Derived from: Skill_Group_Real_Time.NotReady.

Not Active

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

Derived from: Skill_Group_Real_Time.Avail.

Active In

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

Derived from: Skill_Group_Real_Time.TalkingIn.

Active Out

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

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Other

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

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Auto Out

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

Derived from: Skill_Group_Real_Time.TalkingAutoOut.

Active Preview

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

Derived from: Skill_Group_Real_Time.TalkingPreview

Active Reservation

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

Derived from: Skill_Group_Real_Time.TalkingReserve.

AAT

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

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

Wrap Up

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

Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady.

Hold

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

Derived from: Skill_Group_Real_Time.Hold.

Reserved

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

Derived from: Skill_Group_Real_Time.ReservedAgents.

Busy Other

The number of agents currently in the BusyOther state.

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

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

Derived from: Skill_Group_Real_Time.BusyOther.

% Utilization

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

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5.

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

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

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

Sample Peripheral Skill Group Real Time All Fields Report

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

Figure 36. Peripheral Skill Group Real Time Report 1 of 2



Figure 37. Peripheral Skill Group Real Time Report 2 of 2



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

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

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

Column (Field)

Description

Skill Group Name

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

Derived from: Skill_Group.EnterpriseName.

Ent Queued Now

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

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

Derived from: Skill_Group_Real_Time.RouterCallsQNow.

Ent Longest Task Q

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

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

Derived from: Skill_Group_Real_Time.RouterLongestCallInQ.

ASA 5

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Ans Within SL

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

Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5 / Skill_Group_Real_Time.CallsAnsweredTo5.

Aban Within SL

The count of calls that are abandoned within the skill group service level threshold during the rolling five-minute interval. Derived from:

Skill_Group_Real_Time.ServiceLevelCallsAbandTo5.

Handled

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

Derived from: Skill_Group_Real_Time.CallsHandledTo5.

AHT

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

Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / Skill_Group_Real_Time.CallsHandledTo5.

Log On

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

Derived from: Skill_Group_Real_Time.LoggedOn.

Not Ready

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

Derived from: Skill_Group_Real_Time.NotReady.

Not Active

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

Derived from: Skill_Group_Real_Time.Avail.

Active In

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

Derived from: Skill_Group_Real_Time.TalkingIn.

Active Out

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

Derived from: Skill_Group_Real_Time.TalkingOut.

Active Other

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

Derived from: Skill_Group_Real_Time.TalkingOther.

Active Auto Out

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

Derived from: Skill_Group_Real_Time.TalkingAutoOut.

Active Preview

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

Derived from: Skill_Group_Real_Time.TalkingPreview

Active Reservation

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

Derived from: Skill_Group_Real_Time.TalkingReserve.

AAT

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

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

Wrap Up

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

Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady.

Hold

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

Derived from: Skill_Group_Real_Time.Hold.

Reserved

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

Derived from: Skill_Group_Real_Time.ReservedAgents.

Busy Other

The number of agents currently in the BusyOther state.

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

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

Derived from: Skill_Group_Real_Time.BusyOther.

% Utilization

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

Derived from: Skill_Group_Real_Time.PercentUtilizationTo5.

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

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

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

Sample Peripheral Skill Group Real Time All Fields Report

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

Figure 38. Peripheral Skill Group Real Time Report 1 of 2



Figure 39. Peripheral Skill Group Real Time Report 2 of 2