Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 10.0(1)
Historical Transitional Report Templates
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Historical Transitional Report Templates

Agent Attendance Historical

The Agent Attendance Historical Report gives the Total staffed time, Handled time, Wrap time, Not Ready time, Time in the Ringing state, Available time, and the number of calls handled by an agent for the specified period for all splits or skills the agent was logged into.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view. When you are viewing report output, click the Agent Attendance Historical Report drop-down list (located to the far right in the menu bar) to choose an alternative view.

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

Views: This report has only a Grid view.

Grouping: This report is grouped and sorted by Agent Name and then by Date (Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Agent

Database Schema Table(s) from which data is retrieved:
  • Agent
  • Agent_Interval
  • Person
  • Agent_Skill_Group_Interval
  • Skill_Group
  • Media_Routing_Domain
  • Precision_Queue

Current Fields in the Agent Attendance Historical Report

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

Column (Field)

Description

Agent Name

The first and last name of the agent.

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

Date/Date Time/Week/Month

The date, interval, week, or month, depending on the view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Year

The year of the selected row's data. (Applicable only for monthly report.)

Derived from: Agent_Skill_Group_Interval.DateTime

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime

Handled Calls

The number of Unified ICM Routed tasks this agent has handled across skill groups during the interval.

Derived from: Agent_Skill_Group_Interval.CallsHandled

Handled Time

The total number of seconds spent on inbound calls that have been answered and have completed wrap-up by agents across skill groups during the interval.

Derived from: Agent_Skill_Group_Interval.HandledCallsTime

Wrap Time

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

Derived from: Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime

Agent Ring Time

How long an agent is in Reserved state. This is counted using Agent state.

Derived from: Agent_Skill_Group_Interval.ReservedStateTime

Internal Calls

The number of internal calls agents across skill groups ended during the interval.

Derived from: Agent_Skill_Group_Interval.InternalCalls

Internal Calls Time

The total number of seconds an agent across skill groups spent on internal calls that ended during the reporting interval.

Derived from: Agent_Skill_Group_Interval.InternalCallsTime

Avail Time

The total time in seconds an agent was in the Not_Active state across skill groups during the reporting interval. AvailTime is included in the calculation of LoggedOnTime.

Derived from: Agent_Interval.AvailTime

Not Ready Time

The total time that the agents spent in Not Ready state in all splits/skills for the specified time period. Value taken directly from the database.

Derived from: Agent_Interval.NotReadyTime.

Report Summary: This report has a report summary for all data.

Agent Skill Historical

The Agent Split/Skill report shows an individual agent's performance by split or skill for the specified period.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view. When you are viewing report output, click the Agent Skill Historical Report drop-down list (located to the far right in the menu bar) to choose an alternative view.

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

Views: This report has only a Grid view.

Grouping: This report is grouped by Agent Name then Skill Group Name, and sorted by Date (Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Agent

Database Schema Table(s) from which data is retrieved:
  • Agent
  • Agent_Interval
  • Person
  • Agent_Skill_Group_Interval
  • Skill_Group
  • Media_Routing_Domain
  • Precision_Queue

Current Fields in the Agent Skill Historical Report

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

Column (Field)

Description

Agent Name

The first and last name of the agent.

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

Precision Queue/ Skill Group Name

The precision queue's enterprise name or the enterprise skill group's enterprise name.

Derived from: Skill_Group.EnterpriseName (Skill_Group.EnterpriseSkillGroup)

Date/Date Time/Week/Month

The interval, date, week, or month, depending on the view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Year

The year of the selected row's data. (Applicable only for monthly report.)

Derived from: Agent_Skill_Group_Interval.DateTime

Handled Calls

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

Derived from: Agent_Skill_Group_Interval.CallsHandled

Handled Time

The amount of time agents in the skill group have spent handling calls during the interval.

Derived from: Agent_Skill_Group_Interval.HandledCallsTime

Wrap Time

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

Derived from: Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime

Internal Calls

The number of internal calls agents associated with this skill group ended during the interval.

Derived from: Agent_Skill_Group_Interval.InternalCalls

Internal Calls Time

The total number of seconds an agent associated with this skill group spent on internal calls that ended during the reporting interval.

Derived from: Agent_Skill_Group_Interval.InternalCallsTime

Assists

The number of calls for which an agent received supervisor assistance during the report interval.

This is a calculated field, derived from: Agent_Skill_Group_Interval.Emergency Assists + Agent_Skill_Group.SupervAssistCalls

Held Calls

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold

Hold Time

The total number of seconds that inbound ACD calls that an agent associated with this skill group placed on hold that ended during the reporting interval.

Derived from: Agent_Skill_Group_Interval. IncomingCallsOnHoldTime

Transferred Calls

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

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

Report Summary: This report has a report summary for all data.

Agent Summary Historical

This report lists the totals for each agent in the group summed over all splits/skills that the agent was logged into during the time period covered in the report, displayed on a daily basis (the default view). This report also contains information on the overall occupancy of the selected agent group, expressed as a percentage, both with and without Wrap Time included.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view. When you are viewing report output, click the Agent Summary Historical Report drop-down list (located to the far right in the menu bar) to choose an alternative view.

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

Views: This report has only a Grid view.

Grouping: This report is grouped by Agent Name and sorted by Date (Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Agent

Database Schema Table(s) from which data is retrieved:
  • Agent
  • Agent_Interval
  • Person
  • Agent_Skill_Group_Interval
  • Skill_Group
  • Media_Routing_Domain
  • Precision_Queue

Current Fields in the Agent Summary Historical Report

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

Column (Field)

Description

Agent Name

The first and last name of the agent.

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

Date/Date Time/Week/Month

The date, interval, week, or month, depending on the view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Year

The year of the selected row's data. (Applicable only for monthly report.)

Derived from: Agent_Skill_Group_Interval.DateTime

Handled Calls

The number of inbound calls that have been answered and have completed wrap-up by agents across skill groups during the interval.

Derived from: Agent_Skill_Group_Interval.CallsHandled

Handled Time

The total number of seconds spent on inbound calls that have been answered and have completed wrap-up by agents across skill groups during the interval.

Derived from: Agent_Skill_Group_Interval.HandledCallsTime

Avg Handle Time

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

This is a calculated field derived from:

(Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled)

Avg Wrap Time

The average time spent by the agent in after call work time, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from:

Agent_Skill_Group_Interval.WrapTime / Agent_Skill_Group_Interval.CallsHandled

% Occupancy

The percentage of time that the agent has spent in Wrap-up state after incoming or outgoing calls to/from skill groups in relation to LoggedOnTime.

This is a calculated field derived from:

Agent_Skill_Group_Interval.TalkTime + Agent_Skill_Group_Interval.WrapTime + Agent_Skill_Group_Interval.NotReadyTime + Agent_Skill_Group_Interval. HoldTime )* 1.0 / Agent_Interval.LoggedOnTime

%Occupancy Without WrapTime

The percentage of time that the agent has spent talking on calls across skill groups in relation to LoggedOnTime.

This is a calculated field, derived from:

Agent_Skill_Group_Interval.TalkTime + Agent_Skill_Group_Interval.NotReadyTime + Agent_Skill_Group_Interval. HoldTime ) * 1.0 / Agent_Interval.LoggedOnTime

Internal Calls

The number of internal calls agents across skill groups ended during the interval.

Derived from: Agent_Skill_Group_Interval.InternalCalls

Internal Calls Time

The total number of seconds an agent across skill groups spent on internal calls that ended during the reporting interval.

Derived from: Agent_Skill_Group_Interval.InternalCallsTime

Wrap Time

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

Derived from: Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime

Agent Ring Time

How long an agent is in Reserved state. This is counted using Agent state.

Derived from: Agent_Skill_Group_Interval.ReservedStateTime

Not Ready Time

The total time that the agents spent in Not Ready state in all splits/skills for the specified time period. Value taken directly from the database.

Derived from: Agent_Interval.NotReadyTime.

Avail Time

The total time in seconds an agent was in the Not_Active state across skill groups during the reporting interval. AvailTime is included in the calculation of LoggedOnTime.

Derived from: Agent_Interval.AvailTime

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime

Transferred Calls

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

This is a calculated field, derived from:

Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls

Held Calls

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold

Avg Hold Time

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

This is a calculated field, derived from:

(Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold)

Report Summary: This report has a report summary for all data.

Agent Team Historical

The Agent Team Historical Report Interval gives the total staffed time, handled time, wrap time, occupancy, Not Ready time, time in the ringing state, extension time, available time, and the number of calls handled by a team and its agents for the specified time period.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view. When you are viewing report output, click the Agent Team Historical Report drop-down list (located to the far right in the menu bar) to choose an alternative view.

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

Views: This report has only a Grid view.

Grouping: This report is grouped and sorted by Team Name, then by Agent Name, and then by Date (Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: AgentTeam

Database Schema Table(s) from which data is retrieved:
  • Agent
  • Agent_Interval
  • Person
  • Agent_Skill_Group_Interval
  • Skill_Group
  • Media_Routing_Domain
  • Agent_Team
  • Agent_Team_Member
  • Precision_Queue

Current Fields in the Agent Team Historical Report

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

Column (Field)

Description

Agent Team Name

The Enterprise Name of the agent team.

Derived from: Agent_Team.EnterpriseName

Agent Name

The first and last name of the agent.

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

Date/Date Time/Week/Month

The date, interval, week, or month, depending on the view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Year

The year of the selected row's data.

Derived from: Agent_Skill_Group_Interval.DateTime

Handled Calls

The number of inbound calls that have been answered and have completed wrap-up by agents across skill groups during the interval.

Derived from: Agent_Skill_Group_Interval.CallsHandled

Handled Time

The total number of seconds spent on inbound calls that have been answered and have completed wrap-up by agents across skill groups during the interval

Derived from: Agent_Skill_Group_Interval.HandledCallsTime

Avg Handled Time

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

This is a calculated field, derived from:

(Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled)

Avg Wrap Time

The average time spent by the agent in after call work time, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from:

Agent_Skill_Group_Interval.WrapTime / Agent_Skill_Group_Interval.CallsHandled

% Occupancy

The percentage of time that the agent has spent talking on calls across skill groups in relation to LoggedOnTime.

This is a calculated field, derived from:

Agent_Skill_Group_Interval.TalkTime + Agent_Skill_Group_Interval.WrapTime + Agent_Skill_Group_Interval.NotReadyTime + Agent_Skill_Group_Interval. HoldTime )* 1.0 / Agent_Interval.LoggedOnTime

% Occupancy Without Wrap Time

The percentage of time that the agent has spent talking on calls across skill groups in relation to LoggedOnTime.

This is a calculated field, derived from:

Agent_Skill_Group_Interval.TalkTime + Agent_Skill_Group_Interval.NotReadyTime + Agent_Skill_Group_Interval. HoldTime) * 1.0 / Agent_Interval.LoggedOnTime

Internal Calls

The number of internal calls agents across skill groups ended during the interval.

Derived from: Agent_Skill_Group_Interval.InternalCalls

Internal Calls Time

The total number of seconds an agent spent on internal calls (across skill groups) that ended during the reporting interval.

Derived from: Agent_Skill_Group_Interval.InternalCallsTime

Wrap Time

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

Derived from: Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group.WorkReadyTime

Agent Ring Time

How long an agent is in Reserved state. This is counted using Agent state.

Derived from: Agent_Skill_Group_Interval.ReservedStateTime

Not Ready Time

The total time that the agents spent in Not Ready state in all splits/skills for the specified time period. Value taken directly from the database.

Derived from: Agent_Interval.NotReadyTime.

Avail Time

The total time in seconds an agent was in the Not_Active state across skill groups during the reporting interval. AvailTime is included in the calculation of LoggedOnTime.

Derived from: Agent_Interval.AvailTime

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime

Report Summary: This report has a report summary for all data.

Agent Team Attendance Historical

The Agent Attendance Historical Report Interval gives the total staffed time, handled time, wrap time, Not Ready time, time in the ringing state, extension time, available time, and the number of calls handled by an agent for the specified time period for all splits or skills the agent was logged into.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view. When you are viewing report output, click the Agent Team Attendance Historical Report drop-down list (located to the far right in the menu bar) to choose an alternative view.

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

Views: This report has only a Grid view.

Grouping: This report is grouped and sorted by Agent Team, then by Agent Name, and then by Date (Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Agent Team

Database Schema Table(s) from which data is retrieved:
  • Agent
  • Agent_Interval
  • Person
  • Agent_Skill_Group_Interval
  • Skill_Group
  • Media_Routing_Domain
  • Agent_Team
  • Agent_Team_Member
  • Precision_Queue

Current Fields in the Agent Team Attendance Historical Report

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

Column (Field)

Description

Agent Team Name

The enterprise name for the Agent Team Name.

Derived from: Agent_Team.EnterpriseName

Agent Name

The first and last name of the agent.

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

Date/Date Time/Week/Month

The interval, date, week, or month, depending on the view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Year

The year of the selected row's data. (Applicable only for monthly report.)

Derived from: Agent_Skill_Group_Interval.DateTime

Login Name

The Login name for the Agent.

Derived from: Person.LoginName

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime

Handled Calls

The calls handled by the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.CallsHandled, 0))

Handled Time

The Handled Calls Time for the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.HandledCallsTime, 0))

Wrap Time

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

Derived from: Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime

Agent Ring Time

How long an agent is in Reserved state. This is counted using Agent state.

Derived from: Agent_Skill_Group_Interval.ReservedStateTime

Internal Calls

The internal calls handled by the particular agent.

Derived from: Agent_Skill_Group_Interval.InternalCalls

Internal Calls Time

The total number of seconds an agent spent on internal calls (across skill groups) that ended during the reporting interval.

Derived from: Agent_Skill_Group_Interval.InternalCallsTime

External Calls

The outgoing calls handled by the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.AgentOutCalls, 0))

External Calls Time

The outgoing calls time for the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.AgentOutCallsTime, 0))

Avail Time

The total time in seconds an agent was in the Not_Active state across skill groups during the reporting interval. AvailTime is included in the calculation of LoggedOnTime.

Derived from: Agent_Interval.AvailTime

Not Ready Time

The total time that the agents spent in Not Ready state in all splits/skills for the specified time period. Value taken directly from the database.

Derived from: Agent_Interval.NotReadyTime.

Report Summary: This report has a report summary for all data.

Call Type Skill Group Historical

The Call Type Skill Group Historical Report summarizes the activity for an entire skill for each call type showing the date, inbound calls, average speed of answer, abandoned calls, average abandoned time, handled calls, average handled time, average wrap time for a given period, service level, and abandoned within service level on a daily basis (the default view).

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view. When you are viewing report output, click the Call Type Skill Group Historical Report drop-down list (located to the far right in the menu bar) to choose an alternative view.

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

Views: This report has only a Grid view.

Grouping: This report is grouped and sorted by Call Type Name, Skill Group Name, and then by Date (Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Call Types

Database Schema Table(s) from which data is retrieved:
  • Skill_Group
  • Call_Type
  • Call_Type_SG_Interval
  • Media_Routing_Domain
  • Precision_Queue

Current Fields in the Call Type Skill Group Historical Report

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

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from: Call_Type.EnterpriseName

Precision Queue/Skill Group Name

The enterprise name for the Skill Group.

Derived form: Skill_Group.EnterpriseName

Date/Date Time/Week/Month

The date, interval, week, or month, depending on the view/report selected.

Derived from: Call_Type.DateTime

Year

The year of the selected row's data. (Applicable only for monthly report.)

Derived from: Call_Type_SG_Interval.DateTime

Inbound Calls

Tasks that have been offered to this call type during the interval.

Derived from: sum(isnull(Call_Type_SG_Interval.CallsOffered,0))

Avg Speed of Ans

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 a calculated field derived from:

CASE WHEN sum(isnull(Call_Type_SG_Interval.CallsAnswered,0)) = 0
 THEN 0
 ELSE sum(isnull(Call_Type_SG_Interval.AnswerWaitTime,0)) * 1.0 / 
sum(isnull(Call_Type_SG_Interval.CallsAnswered,0))
END

% Queued

The percentage of all handled tasks of the call type that were queued in the interval.

This is a calculated field derived from:

(Call_Type_SG_Interval.CallsQHandled /

Call_Type_SG_Interval.CallsHandled).

Aban in Queue

The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This value also includes abandons for calls that are not in the queue. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls.

Derived from: sum(isnull(Call_Type_SG_Interval.RouterCallsAbandQ, 0)

Avg Aban Time

The average time of abandoned calls for this call type measured in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, derived from:

CASE WHEN sum( isnull (Call_Type_SG_Interval.TotalCallsAband, 0)) = 0 THEN 0
 ELSE isnull ((sum( isnull (Call_Type_SG_Interval.DelayQAbandTime, 0)) / sum (isnull 
(Call_Type_SG_Interval.TotalCallsAband, 0))),0)
END

Handled Calls

The number of calls handled across agents in the call type.

Derived from: sum(isnull(Call_Type_SG_Interval.CallsHandled,0))

Avg Handled Time

The average time in HH:MM:SS (hours, minutes, seconds) it has taken to handle a task.

sum(isnull(Call_Type_SG_Interval.HandleTime,0)) / sum(isnull(CTSG.CallsHandled,0))

Avg Wrap Time

The average time spent across agents in the call type after call work time, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from:

CASE WHEN (sum(isnull(Call_Type_SG_Interval.HandleTime,0)) 
- sum(isnull(Call_Type_SG_Interval.TalkTime,0)) 
- sum(isnull(Call_Type_SG_Interval.HoldTime,0))) = 0
 THEN 0
 ELSE (sum(isnull(Call_Type_SG_Interval.HandleTime,0)) 
- sum(isnull(Call_Type_SG_Interval.TalkTime,0)) 
- sum(isnull(Call_Type_SG_Interval.HoldTime,0))) / sum(isnull(Call_Type_SG_Interval.CallsHandled,0))
END

SL

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

Derived from: Call_Type_Interval.ServiceLevel.

Aban with SL

The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes.

Derived from: Call_Type_Interval.ServiceLevelAband.

Report Summary: This report has a report summary for all data.

Skill Historical

The Skill Report shows the calls handled, agent time and assists, and transfers and holds for each agent in a skill. This report shows only the time each agent worked in this particular split/skill.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view. When you are viewing report output, click the Skill Historical Report drop-down list (located to the far right in the menu bar) to choose an alternative view.

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

Views: This report has only a Grid view.

Grouping: This report is grouped by Skill Group Name and Agent Name, then by Date (Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Skill Groups

Database Schema Table(s) from which data is retrieved:
  • Agent
  • Agent_Interval
  • Person
  • Agent_Skill_Group_Interval
  • Skill_Group
  • Media_Routing_Domain

Current Fields in the Skill Historical Report

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

Column (Field)

Description

Skill Group Name

The enterprise skill group's enterprise name.

Derived from: Skill_Group.EnterpriseName

Agent Name

The first and last name of the agent.

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

Date/Date Time/Week/Month

The date, interval, week, or month, depending on the view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Year

The year of the selected row's data.

Derived from: Agent_Skill_Group_Interval.DateTime

Handled Calls

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

Derived from: Agent_Skill_Group_Interval.CallsHandled

Handled Time

The percentage of time that the agent has spent in Wrap-up state after incoming or outgoing calls to/from skill groups in relation to LoggedOnTime.

Derived from: Agent_Skill_Group_Interval.HandledCallsTime

Avg Handled Time

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

This is a calculated field derived from:

(Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled)

Avg Wrap Time

The average time spent by the agent in after call work time, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from:

Agent_Skill_Group_Interval.WrapTime / Agent_Skill_Group_Interval.CallsHandled

Wrap Time

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

Derived from: Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime

Agent Ring Time

How long an agent is in Reserved state. This is counted using Agent state.

Derived from: Agent_Skill_Group_Interval.ReservedStateTime

Not Ready Time

The total time that the agents spent in Not Ready state for this skill for the specified time period. Value taken directly from the database.

Derived from: Agent_Interval.NotReadyTime.

Avail Time

The total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill group during the reporting interval. AvailTime is included in the calculation of LoggedOnTime.

Derived from: Agent_Interval.AvailTime

Log On Duration

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

Derived from: Agent_Interval.LoggedOnTime

Assists

The number of calls for which an agent received supervisor assistance during the report interval.

This is a calculated field, derived from:

Agent_Skill_Group_Interval.Emergency Assists + Agent_Skill_Group_Interval.SupervAssistCalls

Transferred Calls

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

This is a calculated field, derived from:

Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls

Held Calls

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

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold

Avg Hold Time

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

This is a calculated field, derived from:

(Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold)

Report Summary: This report has a report summary for all data.

Skill Call Profile Historical

This report shows how well the skill you specify performed compared to the predefined service levels for your call center for the date you specify, for a given time period, displayed on a daily basis (the default view).

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view. When you are viewing report output, click the Skill Call Profile Historical Report drop-down list (located to the far right in the menu bar) to choose an alternative view.

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

Views: This report has a Grid view only.

Grouping: This report is grouped by Skill Group Name and sorted by Date (Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Skill Groups

Database Schema Table(s) from which data is retrieved:
  • Skill_Group_Interval
  • Bucket_Interval
  • Skill_Group

Current Fields in the Skill Call Profile Historical Report

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

Column (Field)

Description

Skill Group Name

The enterprise skill group's enterprise name.

Derived from: Skill_Group.EnterpriseName (Skill_Group.EnterpriseSkillGroupID)

Date/Date Time/Week/Month

The date, interval, week, or month, depending on the view/report selected.

Derived from: Skill_Group_Interval.DateTime

Year

The year of the selected row's data.

Derived from: Skill_Group_Interval.DateTime

Handled Calls

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

Derived from: Skill_Group_Interval.CallsHandled

Avg Speed Of Ans

The average time the skill ACD calls were waiting in queue and ringing before being answered by an agent.

Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered

% Ans Calls

The percentage of calls queued to the skill that was answered by agents for this skill.

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

Abandoned Calls

The number of skill ACD calls that abandoned within each service level increment.

Derived from: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing )

Avg Aban Time

The average time the skill ACD calls were waiting in queue or ringing before abandoning.

Derived from: Skill_Group_Interval.RouterDelayQAbandTime + SGHH.AbandonRingTime/SGHH.RouterCallsAbandQ+SGHH.AbandonRingCal

% Aban Calls

The percentage of calls abandoned.

This is a calculated field, derived from:

(Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing )/ Skill_Group_Interval.CallsOffered

Abandoned 0-9

The number of abandoned calls in each Bucket Interval.

Derived from: Skill_Group_Interval.RouterAbandInterval

Answered 0-9

The total number of answered calls in each Bucket Interval.

Derived from: Skill_Group_Interval.RouterAnsInterval

Report Summary: This report has a report summary for all data.

Skill Summary Historical

The Skill Summary report summarizes the activity for an entire skill by time. You can use this report to analyze the overall performance of a skill or to compare two or more comparable skills.

You can display the report in a daily view (the default), a weekly view, a monthly view, or an interval view. When you are viewing report output, click the Skill Summary Historical Report drop-down list (located to the far right in the menu bar) to choose an alternative view.

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

Views: This report has only a Grid view.

Grouping: This report is grouped by Skill Group and sorted by Date (Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Skill Groups

Database Schema Table(s) from which data is retrieved:
  • Skill_Group
  • Skill_Group_Interval
  • Media_Routing_Domain

Current Fields in the Skill Summary Historical Report

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

Column (Field)

Description

Skill Group Name

The enterprise skill group's enterprise name and ID.

Derived from: Enterprise_Skill_Group.EnterpriseName (Enterprise_Skill_Group.EnterpriseSkillGroupID)

Date/Date Time/Week/Month

The date, interval, week, or month, depending on the view/report selected.

Derived from: Skill_Group_Interval.DateTime

Year

The year of the selected row's data. (Applicable only for monthly report.)

Derived from: Skill_Group_Interval.DateTime

Avg Speed Of Ans

The average time the skill ACD calls were waiting in queue and ringing before being answered by an agent.

Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered

Avg Aban Time

The average time the split/skill ACD calls were waiting in queue or ringing before abandoning.

Derived from: Skill_Group_Interval.RouterDelayQAbandTime + Skill_Group_Interval.AbandonRingTime / Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonRingCall

Handled Calls

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

Derived from: Skill_Group_Interval.CallsHandled

Avg Handled Time

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

This is a calculated field derived from:

(Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled)

Avg Wrap Time

The average time spent by the agent in after call work time, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from:

Skill_Group_Interval.WrapTime / Skill_Group_Interval.CallsHandled

Abandoned Calls

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 )

Max Delay Time

The longest a call had to wait before being answered, abandoned, or otherwise ended.

Derived from: Skill_Group_Interval.RouterMaxCallsWaitTime

Dequeued Calls

The number of calls that were dequeued from this skill group to be routed to another skill group in the reporting interval.

Derived from: Skill_Group_Interval.RouterCallsDequeued

% Handled Time

The percentage of time on handled calls.

This is a calculated field, derived from:

Skill_Group_Interval.HandledCallsTime /Skill_Group_Interval.LoggedOnTime

% Ans Calls

The percentage of answered calls.

This is a calculated field, derived from:

Skill_Group_Interval.CallsHandled /Skill_Group_Interval.CallsOffered

Report Summary This report has a report summary for all data.

Agent Login Logout Historical

The Agent Login/Logout (Skill) report shows the times that agents logged in and logged out, the reason codes associated with the logout (if there is one), and the skills with which the agents logged in and out.

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

Views: This report has only a Grid view.

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

Value List: Agent

Database Schema Table(s) from which data is retrieved:
  • Agent_Logout
  • Agent_Skill_Group_Logout
  • Skill_Group
  • Agent
  • Person
  • Reason_Code
  • Agent_Attribute
  • Attribute

Current Fields in the Agent Login/Logout Report

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

Column (Field)

Description

Agent Name

The first and last name of the agent.

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

Logout Date/Time

The date that the agent logged out from the given set of skills, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Agent_Logout.LogoutDateTime

Login Date/Time

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

This is a calculated field derived from:

Agent_Logout.LogoutDateTime-Agent_Logout.LoginDuration

Extension

The phone extension into which the agent is logged. Taken directly from the table.

Derived from: Agent_Logout.Extension

Login Duration

The length of time that the agent was logged in.

Logout Reason

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

Derived from: Agent_Logout.Reason_Code

Attribute 1-3

The attributes with which the agent primarily interacted during this session.

Skills 1-3

The skills with which the agent primarily interacted during this session.

Derived from: Agent_Skill_Group_Logout.SkillGroupSkillTargetID

Report Summary: This report has a report summary for all data.

Agent Not Ready Historical

This report shows the Total Staffed time, Total Not Ready time, and Not Ready time for each reason code for an agent.

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

Views: This report has only a Grid view.

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

Value List: Agent

Database Schema Table(s) from which data is retrieved:
  • Agent
  • Person
  • Agent_Team_Member
  • Agent_Team
  • Agent_Interval
  • Agent_Event_Detail

Current Fields in the Agent Not Ready Historical Report

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

Column (Field)

Description

Agent Name

The first and last name of the agent.

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

Date

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

Derived from: Agent_Skill_Group_Interval.DateTime

Staffed Time

The total time that the agents were logged in (staffed) for the specified time period in any split/skill, measured in HH:MM:SS (hours, minutes, seconds) format.

Derived from: Agent_Skill_Group_Interval.LoggedOnTime

Not Ready Time

The total time that the agents spent in Not Ready state in all splits/skills for the specified time period. Value taken directly from the database.

Derived from: Agent_Interval.NotReadyTime

Time in 0

The time that the agent spent in Not Ready state with the reason code of 0 (zero).

Derived from: Agent_Event_Detail

Time in 1-9

The time that the agent spent in Not Ready state with each of the reason codes 1-9.

Derived from: Agent_Event_Detail

Time in 50002

Not Ready Time spent in 50002; a CTI OS component failed, causing the agent to be logged out. This could be due to closing the agent desktop application, heartbeat timeout, a CTI OS Server failure, or a CTI OS failure.

Time in 50003

Not Ready Time spent in 50003; the agent was logged out because the Unified CM reported the agent's device as out of service.

Time in 50004

Not Ready Time spent in 50004; the agent was logged out due to agent inactivity as configured in agent desk settings.

Time in 50010

Not Ready Time spent in 50010; the agent did not receive multiple consecutive calls routed to him/her. The system makes the agent Not Ready automatically so that additional calls are not routed to the agent. By default, the number of consecutive calls missed before the agent is made Not Ready is two.

Time in 50020

Not Ready Time spent in 50020; for deskilling operations on active agents, the agent was logged out of the skill group due to a deskilling operation that removed the skill group assignment to that agent. This reason code is used in the Agent_Event_Detail record and the Agent_Skill_Group_Logout record to identify the skill group the agent was removed from (due to the deskilling operation).

Time in 50030

Not Ready Time spent in 50030; the agent was logged out because the agent was logged into a dynamic device target that was using the same dialed number (DN) as the PG static device target.

Time in 50040

Not Ready Time spent in 50040; the mobile agent was logged out because the call failed.

Time in 50041

Not Ready Time spent in 50041; the agent's state was changed to Not Ready because the call failed when the agent's phone line rings busy.

Time in 50042

Not Ready Time spent in 50042; the mobile agent was logged out because the phone lined is connected when using nailed connection mode.

Time in 32767

Not Ready Time spent in 32767; the agent's state was changed to Not Ready because the agent did not answer a call and the call was redirected to a different agent or skill group.

Time in 20001

Not Ready Time spent in 20001; the agent's state was changed to Not Ready and the agent was forcibly logged out.

Time in 20002

Not Ready Time spent in 20002; the normal logout reason code condition from Not Ready.

Time in 20003

Not Ready Time spent in 20003; the agent is not in Not Ready state. A request is made to place the agent in Not Ready state and then a logout request is made to log the agent out.

Report Summary: This report has a report summary for all data.

Agent State Trace Historical

The Agent State Trace Historical Report lists each agent's activity and the time it occurred.

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

Views: This report has only a Grid view.

Grouping: This report is grouped and sorted by Agent Name and then by Date and Time (Interval).

Value List: Agent

Database Schema Table(s) from which data is retrieved:
  • Agent_State_Trace
  • Agent
  • Person
  • Skill_Group
  • Media_Routing_Domain

Current Fields in the Agent State Trace Historical Report

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

Column (Field)

Description

Agent Name

The first and last name of the agent.

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

Skill Group Name

The Skill Group's enterprise name.

Derived from: Skill_Group.EnterpriseName

Date Time

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

Derived from: Agent_Skill_Group_Interval.DateTime

Agent State

The state for the Agent.

Derived from:

CASE Agent_State_Trace.AgentState 
WHEN 0 THEN 'Logged Out' 
WHEN 1 THEN 'Logged On' 
WHEN 2 THEN 'Not Ready' 
WHEN 3 THEN 'Ready' 
WHEN 4 THEN 'Talking' 
WHEN 5 THEN 'Work Not Ready' 
WHEN 6 THEN 'Work Ready' 
WHEN 7 THEN 'Busy Other' 
WHEN 8 THEN 'Reserved' 
WHEN 9 THEN 'Unknown' 
WHEN 10 THEN 'Hold' 
WHEN 11 THEN 'Active' 
WHEN 12 THEN 'Paused' 
WHEN 13 THEN 'Interrupted' 
WHEN 14 THEN 'Not Active' 
ELSE CONVERT(VARCHAR, Agent_State_Trace.AgentState) 
END

Logout Reason

The reason why an agent logged out.

Derived from:

CASE WHEN Agent_State_Trace.EventName=2 THEN 
  (SELECT ReasonText FROM Reason_Code WHERE Deleted='N' and ReasonCode=Agent_State_Trace.ReasonCode)
    ELSE 'None' 
END

Not Ready Reason

The reason why an agent is in a Not Ready state.

Derived from:

CASE WHEN Agent_State_Trace.EventName=3 THEN 
   SELECT ReasonText FROM Reason_Code WHERE Deleted='N' and ReasonCode=Agent_State_Trace.ReasonCode)
    ELSE 'None' 
END

Media

The enterprise name for the Domain.

Derived from: Media_Routing_Domain.EnterpriseName

Direction

The direction of the call.

Derived from:

CASE WHEN Agent_State_Trace.Direction=1 THEN 'In'
WHEN Agent_State_Trace.Direction=2 THEN 'Out'
WHEN Agent_State_Trace.Direction=3 THEN 'Other'
   ELSE 'None'
END

Peripheral Call Key

The key assigned by the peripheral to the call associated with the event.

Derived from: ISNULL(Agent_State_Trace.PeripheralCallKey,0)

Router Call Key

This field is not set for calls.

Derived from: ISNULL(Agent_State_Trace.RouterCallKey,0)

Router Call Key Day

This field is not set for calls.

Derived from: ISNULL(Agent_State_Trace.RouterCallKeyDay,0) in the calculation of LoggedOnTime.

Router Call Key Sequence Number

This field is not set for calls.

Derived from: ISNULL(Agent_State_Tra ce.RouterCallKeySequenceNumber,0)

Agent Team Not Ready Historical

The Agent Team Not Ready Historical Report shows the total staffed time, total Not Ready time, and Not Ready time for each reason code for all agents in an agent group.

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

Views: This report has only a Grid view.

Grouping: This report is grouped and sorted by Team Name, then by Agent Name, and then by Date and Time at every interval.

Value List: AgentTeam

Database Schema Table(s) from which data is retrieved:
  • Agent
  • Person
  • Agent_Team_Member
  • Agent_Team
  • Agent_Interval
  • Agent_Event_Detail

Current Fields in the Agent Team Not Ready Historical Report

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

Column (Field)

Description

Agent Team Name

The Enterprise Name of the agent team.

Derived from: Agent_Team. EnterpriseName

Agent Name

The first and last name of the agent.

Derived from Person. LastName ", " Person. FirstName

Date

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

Derived from: Agent_Skill_Group_Interval. DateTime

Staffed Time

The total time that the agents were logged in (staffed) for the specified time period in any split/skill, measured in HH:MM:SS (hours, minutes, seconds) format.

Derived from: Agent_Skill_Group_Interval. LoggedOnTime

Not Ready Time

The total time that the agents spent in Not Ready state in all splits/skills for the specified time period. Value taken directly from the database.

Derived from: Agent_Interval. NotReadyTime

Time in 0

The time that the agent spent in Not Ready state with the reason code of 0 (zero).

Derived from: Agent_Event_Detail

Time in 1-9

The time that the agent spent in Not Ready state with each of the reason codes 1-9.

Derived from: Agent_Event_Detail

Time in 50002

Not Ready Time spent in 50002; a CTI OS component failed, causing the agent to be logged out. This could be due to closing the agent desktop application, heartbeat timeout, a CTI OS Server failure, or a CTI OS failure.

Time in 50003

Not Ready Time spent in 50003; the agent was logged out because the Unified CM reported the agent's device as out of service.

Time in 50004

Not Ready Time spent in 50004; the agent was logged out due to agent inactivity as configured in agent desk settings.

Time in 50010

Not Ready Time spent in 50010 ; the agent did not receive multiple consecutive calls routed to him/her. The system makes the agent Not Ready automatically so that additional calls are not routed to the agent. By default, the number of consecutive calls missed before the agent is made Not Ready is two.

Time in 50020

Not Ready Time spent in 50020; for deskilling operations on active agents, the agent was logged out of the skill group due to a deskilling operation that removed the skill group assignment to that agent. This reason code is used in the Agent_Event_Detail record and the Agent_Skill_Group_Logout record to identify the skill group the agent was removed from (due to the deskilling operation).

Time in 50030

Not Ready Time spent in 50030; the agent was logged out because the agent was logged into a dynamic device target that was using the same dialed number (DN) as the PG static device target.

Time in 50040

Not Ready Time spent in 50040; the mobile agent was logged out because the call failed.

Time in 50041

Not Ready Time spent in 50041; the agent's state was changed to Not Ready because the call fails when the agent's phone line rings busy.

Time in 50042

Not Ready Time spent in 5004; the mobile agent was logged out because the phone lined is connected when using nailed connection mode.

Time in 32767

Not Ready Time spent in 32767; the agent's state was changed to Not Ready because the agent did not answer a call and the call was redirected to a different agent or skill group.

Time in 20001

Not Ready Time spent in 20001; the agent's state was changed to Not Ready and the agent was forcibly logged out.

Time in 20002

Not Ready Time spent in 20002; the normal logout reason code condition from Not Ready.

Time in 20003

Not Ready Time spent in 20003; the agent is not in Not Ready state. A request is made to place the agent in Not Ready state and then a logout request is made to log the agent out.

Report Summary: This report has a report summary for all data.