Contents

• Skill Group and Precision Queue Reports
• Precision Queue Interval All Fields
• Current fields in the Precision Queue Interval All Fields Grid View
• Available fields in the Precision Queue Interval All Fields Grid View
• Sample Precision Queue Interval All Fields Report
• Precision Queue Real Time All Fields
• Current Fields in the Precision Queue Real Time All Fields Grid View
• Available Fields in the Precision Queue Real Time All Fields Grid View
• Sample Precision Queue Real Time All Fields Report
• Precision Queue Step Real Time
• Current Fields in the Precision Queue Step Real Time Grid View
• Available fields in the Precision Queue Step Real Time Grid View
• Sample Precision Queue Step Real Time Report
• Precision Queue Efficiency
• Current Fields in the Precision Queue Efficiency Grid View
• Available Fields in the Precision Queue Efficiency Grid View
• Sample Precision Queue Efficiency Report
• Precision Queue Efficiency All Fields
• Current Fields in the Precision Queue Efficiency All Fields Grid View
• Available fields in the Precision Queue Efficiency All Fields Grid View
• Sample Precision Queue Efficiency All Fields Report
• Agent Precision Queue Historical All Fields
• Current Fields in the Agent Precision Queue Historical All Fields Grid View
• Available Fields in the Agent Precision Queue Historical All Fields Grid View
• Sample Agent Precision Queue Historical All Fields Report
• Precision Queue Efficiency Drill Down
• Precision Queue Abandon Answer Distribution Historical
• Current Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Available Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Sample Precision Queue Abandon Answer Distribution Historical Report
• Agent Precision Queue Membership
• Current Fields in the Agent Precision Queue Membership Grid View
• How to View the Agent Precision Queue Membership Template
• Available Fields in the Agent Precision Queue Membership Grid View
• Sample Agent Precision Queue Membership Report
• Precision Queue Interval All Fields
• Current fields in the Precision Queue Interval All Fields Grid View
• Available fields in the Precision Queue Interval All Fields Grid View
• Sample Precision Queue Interval All Fields Report
• Current fields in the Precision Queue Interval All Fields Grid View
• Available fields in the Precision Queue Interval All Fields Grid View
• Sample Precision Queue Interval All Fields Report
• Precision Queue Real Time All Fields
• Current Fields in the Precision Queue Real Time All Fields Grid View
• Available Fields in the Precision Queue Real Time All Fields Grid View
• Sample Precision Queue Real Time All Fields Report
• Current Fields in the Precision Queue Real Time All Fields Grid View
• Available Fields in the Precision Queue Real Time All Fields Grid View
• Sample Precision Queue Real Time All Fields Report
• Precision Queue Step Real Time
• Current Fields in the Precision Queue Step Real Time Grid View
• Available fields in the Precision Queue Step Real Time Grid View
• Sample Precision Queue Step Real Time Report
• Current Fields in the Precision Queue Step Real Time Grid View
• Available fields in the Precision Queue Step Real Time Grid View
• Sample Precision Queue Step Real Time Report
• Precision Queue Efficiency
• Current Fields in the Precision Queue Efficiency Grid View
• Available Fields in the Precision Queue Efficiency Grid View
• Sample Precision Queue Efficiency Report
• Current Fields in the Precision Queue Efficiency Grid View
• Available Fields in the Precision Queue Efficiency Grid View
• Sample Precision Queue Efficiency Report
• Precision Queue Efficiency All Fields
• Current Fields in the Precision Queue Efficiency All Fields Grid View
• Available fields in the Precision Queue Efficiency All Fields Grid View
• Sample Precision Queue Efficiency All Fields Report
• Current Fields in the Precision Queue Efficiency All Fields Grid View
• Available fields in the Precision Queue Efficiency All Fields Grid View
• Sample Precision Queue Efficiency All Fields Report
• Agent Precision Queue Historical All Fields
• Current Fields in the Agent Precision Queue Historical All Fields Grid View
• Available Fields in the Agent Precision Queue Historical All Fields Grid View
• Sample Agent Precision Queue Historical All Fields Report
• Current Fields in the Agent Precision Queue Historical All Fields Grid View
• Available Fields in the Agent Precision Queue Historical All Fields Grid View
• Sample Agent Precision Queue Historical All Fields Report
• Precision Queue Efficiency Drill Down
• Precision Queue Abandon Answer Distribution Historical
• Current Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Available Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Sample Precision Queue Abandon Answer Distribution Historical Report
• Current Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Available Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Sample Precision Queue Abandon Answer Distribution Historical Report
• Agent Precision Queue Membership
• Current Fields in the Agent Precision Queue Membership Grid View
• How to View the Agent Precision Queue Membership Template
• Available Fields in the Agent Precision Queue Membership Grid View
• Sample Agent Precision Queue Membership Report
• Current Fields in the Agent Precision Queue Membership Grid View
• How to View the Agent Precision Queue Membership Template
• Available Fields in the Agent Precision Queue Membership Grid View
• Sample Agent Precision Queue Membership Report

Skill Group and Precision Queue Reports

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Precision Queue Interval All Fields

Reports generated from this template show the current status of the selected precision queues.

Views: This report only has a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

• Attribute
• Precision_Queue
• Router_Queue_Interval
• Skill_Group_Interval

• Current fields in the Precision Queue Interval All Fields Grid View
• Available fields in the Precision Queue Interval All Fields Grid View
• Sample Precision Queue Interval All Fields Report

Current fields in the Precision Queue Interval All Fields Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName. The enterprise name of the Agent Precision Queue.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 2	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 3	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 4	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 5	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Date Time	Derived from: Agent_Skill_Group_Interval.DateTime. The date and time of the data for a selected row.
Calls Queued	Derived from: Router_Queue_Interval.QueueCalls.
ASA	Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered. The precision queue average speed of answer in HH:MM:SS(hour, minutes, seconds) based on the time spent by callers in the queue and ringing at an agent desktop before the task is answered divided by the number of answered tasks.
Service Level
SL Ans	Derived from: Skill_Group_Interval.ServiceLevelCallsOffered. The number of calls that are routed to the precision queue or queued to the precision queue in the last interval.
SL Aban	Derived from: Skill_Group_Interval.ServiceLevelCallsAband. The number of calls that are abandoned within the precision queue service level threshold in the last interval.
Completed Tasks
Total	Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour.RouterCallsAbandQToHalf +Skill_Group_Half_Hour.AbandonRingCallsToHalf +Skill_Group_Half_Hour.RedirectNoAnswertoHalf) The total number of tasks completed by this skill group in the interval.
Aban	Derived from: Router_Queue_Interval.CallsAbandQ + Skill_Group_Interval.AbandonRingCalls. For voice: the total number of calls that are abandoned while a agent phone is ringing. For non-voice: the total number of tasks that are abandoned while offered to an agent.
RONA	Derived from: Skill_Group_Interval.RedirectNoAnsCalls. The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents are logged in to this precision queue.
Handled	Derived from: Agent_Skill_Group_Interval. CallsHandled. The number of inbound calls for which agents in the precision queue during the interval answered and completed.
AHT	This is a calculated field, derived from: (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled) The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).
AAT	Derived from: Skill_Group_Interval.HandledCallsTalkTimeToHalf /Skill_Group_Interval.CallsHandledToHalf The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group.
Aban Hold	Derived from: Skill_Group_Interval.AbandonHoldCallsToHalf 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.
Trans In	Derived from: Skill_Group_Interval.TransferInCallsTimeToHalf The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the skill group in the interval.
Trans Out	Derived from: Skill_Group_Interval.TransferredOutCallsToHalf + Skill_Group_Interval.NetTransferredOutCallsToHalf 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.
Ext Out	Derived from: Skill_Group_Interval.AgentOutCallsToHalf 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 transferor conference to an external device in the interval.
Agent State Time
Active Time	Derived from: Skill_Group_Interval.TalkTimeToHalf The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Active state in the interval.
Hold Time	Derived from: Skill_Group_Interval.HoldTimeToHalf 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.
Log On Duration	Derived from: Skill_Group_Interval.LoggedOnTimeToHalf The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group.
%Not Active	This is a calculated field derived from:Agent_Skill_Group_Interval.AvailTime / Agent_Interval.LoggedOnTime The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. This field applies to all precision queues.
%Not Ready	This is a calculated field, derived from: Agent_Skill_Group_Interval.NotReadyTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.
% Active	This is a calculated field, derived from: (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent talking on callsin this precision queue in relation to LoggedOnTime.
% Hold	This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less.
% Reserved	This is a calculated field, derived from: Agent_Skill_Group_Interval.ReservedStateTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Reserved state waiting for an ICM routed task from this precision queue in relation to LoggedOnTime.
% Wrap Up	This is a calculated field, derived from: (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime) /Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.
% Busy Other	This is a calculated field, derived from: Agent_Skill_Group_Interval.BusyOtherTime /Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the BusyOtherstate in relation to LoggedOnTime. Note: The agent state time percentages in the ReportSummary row add up to 100% only when you select all of the precision queues for an agent. When you view a subset of precision queues for an agent, the percentages may not balance.
% Utilization	Derived from:Skill_Group_Real_Time.PercentUtilizationTo5 The percentage of Ready time that agents in the skill group spent talking or doing call work during the current five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready.
Calls Ans	Derived from: Router_Queue_Interval.CallsAnswered Number of calls answered by this precision queue across all peripherals.
Aban ring	Derived from: Skill_Group_Interval.AbandonRingCalls For voice: the total number of calls that are abandoned while the agent phone is ringing. For non-voice: the total number of tasks that are abandoned when offered to an agent.
MaxCallWaitTime	Derived from: Router_Queue_Interval.MaxCallWaitTime The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable.
MaxCallsQueued	Derived from: Router_Queue_Interval.MaxCallsQueued The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued.

Available fields in the Precision Queue Interval All Fields Grid View

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

Sample Precision Queue Interval All Fields Report

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

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

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

Precision Queue Real Time All Fields

Reports generated from this template show the current status of the selected precision queues.

Views: This report only has a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

• Precision_Queue_Real_Time
• Precision_Queue

• Current Fields in the Precision Queue Real Time All Fields Grid View
• Available Fields in the Precision Queue Real Time All Fields Grid View
• Sample Precision Queue Real Time All Fields Report

Current Fields in the Precision Queue Real Time All Fields Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the Precision Queue The name of an attribute associated to the precision queue.
Queued Now	Derived from: Precision_Q_Real_Time.CallsQNow. The number of calls currently queued to the precision queue.
Longest Call In Queue	Derived from: Precision_Q_Real_Time.LongestCallInQ The longest queued call on the routing media, measured in HH:MM:SS (hours, minutes, seconds) format.
ASA 5	Derived from: Precision_Q_Real_Time.AnswerWaitTimeTo5/ Precision_Q_Real_Time.CallsAnsweredTo5. The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the precision queue during the rolling five minute interval.
Ans within SL	Derived from: Precision_Q_Real_Time.ServiceLevelCallsAnsTo5 The count of calls that are answered within the precision queue service level threshold during the rolling five minute interval.
Aban Within SL	Derived from: Precision_Q_Real_Time.ServiceLevelCallsAbandTo5. The count of calls that are abandoned within the precision queue service level threshold during the rolling five minute interval.
Handled	Derived from: Precision_Q_Real_Time.CallsHandledTo5. The number of tasks that have been handled during the rolling five minute interval.
AHT	Derived from: Precision_Q_Real_Time.HandleCallsTimeTo5 and Precision_Q_Real_Time.CallsHandledTo5. The average time in HH:MM:SS (hours, minutes, seconds) it takes during the rolling five minute interval to handle a task.
Log On	Derived from: Precision_Q_Real_Time.LoggedOn. The number of agents that are currently logged in to the precision queue. This count is updated each time an agent logs on and each time an agent logs off.
Not Ready	Derived from: Precision_Q_Real_Time.NotReady. The number of agents in the Not Ready state for the precision queue. Not Ready is a state in which agents are logged in but are neither involved in any call handling activity nor available to handle a call.
Not Active	Derived from: Precision_Q_Real_Time.Avail. The number of agents in the precision queue who are currently not working on a task associated with the precision queue.
Active In	Derived from: Skill_Group_Real_Time.TalkingIn The number of agents in the skill group currently working on inbound tasks.
Active Out	Derived from: Skill_Group_Real_Time.TalkingOut The number of agents in the skill group currently talking on outbound calls.
AAT	Derived from: (Skill_Group_Real_Time.HandledCallsTalkTimeTo5 /Skill_Group_Real_Time.CallsHandledTo5) The average talk or active time measured in HH:MM:SS(hours, minutes, seconds) format during the rolling five-minute interval.
Wrap Up	Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady 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.
Hold	Derived from: Skill_Group_Real_Time.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.
Busy Other	Derived from: Skill_Group_Real_Time.BusyOther 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.
% Utilization	Derived from: Skill_Group_Real_Time.PercentUtilizationTo5 The percentage of Ready time that agents in the skill group spent talking or doing call work during the current five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready.

Available Fields in the Precision Queue Real Time All Fields Grid View

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

Sample Precision Queue Real Time All Fields Report

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

Figure 3. Precision Queue Real Time All Fields Report

Precision Queue Step Real Time

Reports generated from this template show the current status of the selected precision queues.

Views: This report only has a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

• Precision_Queue_Real_Time
• Precision_Queue
• Precision_Queue_Step
• Precision_Q_Step_Real_Time

• Current Fields in the Precision Queue Step Real Time Grid View
• Available fields in the Precision Queue Step Real Time Grid View
• Sample Precision Queue Step Real Time Report

Current Fields in the Precision Queue Step Real Time Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Step	Derived from: Precision_Queue_Step.PrecisionQueueStepID. Integer that defines the unique row for a precision queue step. It is the primary key.
Agents Logged In	Derived from: Precision_Q_Step_Real_Time.AgentsLoggedIn. Number of agents logged in for this precision queue step.
Agents Available	Derived from: Precision_Q_Step_Real_Time.AgentsAvailable. Number of agents eligible and available for this precision queue step.
Calls In Queue	Derived from: Precision_Q_Step_Real_Time.CallsInQueue. Number of calls in queue for this precision queue step.
Avg Calls In Queue Time	Derived from: Precision_Q_Step_Real_Time.AvgCallsInQueueTime. Average length of queue time for this precision queue step.
Longest Call In Queue	Derived from: Precision_Q_Step_Real_Time.LongestCallInQueue. The time stamp of the longest call in queue for this precision queue step.
LAA Time	Derived from: Precision_Q_Step_Real_Time.NextAvailAgent. The length of time that the next agent to be selected has been available.

Available fields in the Precision Queue Step Real Time Grid View

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

Sample Precision Queue Step Real Time Report

This illustration is a sample of the report generated from the Precision Queue Step Real Time template.

Figure 4. Sample Precision Queue Step Real Time Report

Precision Queue Efficiency

Reports generated from this template measure the efficiency and effectiveness of routing logic.

Precision Queue Efficiency is an interval report.

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

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

Views: This report only has a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

• Attribute
• Precision_Queue
• Router_Queue_Interval

• Current Fields in the Precision Queue Efficiency Grid View
• Available Fields in the Precision Queue Efficiency Grid View
• Sample Precision Queue Efficiency Report

Current Fields in the Precision Queue Efficiency Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the precision queue. The name of an attribute associated to the precision queue.
DateTime	Derived from: Router_Queue_Interval.DateTime. The date and time at the start of the reporting interval.
Step 1 - Step 10 (n)
Offered	Derived from: Router_Queue_Interval.OfferedStep(n). The number of calls offered in this step.
Answered	Derived from: Router_Queue_Interval.AnsInterval(n). The total of all calls offered in this precision queue answered in this step.
PrecisionQueueChart	This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

Available Fields in the Precision Queue Efficiency Grid View

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

Sample Precision Queue Efficiency Report

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

Figure 5. Precision Queue Efficiency

Precision Queue Efficiency All Fields

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

• Current Fields in the Precision Queue Efficiency All Fields Grid View
• Available fields in the Precision Queue Efficiency All Fields Grid View
• Sample Precision Queue Efficiency All Fields Report

Current Fields in the Precision Queue Efficiency All Fields Grid View

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

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the precision queue. The name of an attribute associated to the precision queue.
DateTime	Derived from: Router_Queue_Interval.DateTime The date and time at the start of the reporting interval.
Step 1 - Step 10
Offered	Derived from: Router_Queue_Interval.OfferedStep(n) The number of calls offered in this step.
Skipped	Derived from: Router_Queue_Interval.SkipStep(n) The number of calls skipped in this step.
Answered	Derived from: Router_Queue_Interval.AnsStep(n) The total of all calls offered in this precision queue that were answered in this step.
Abandoned	Derived from: Router_Queue_Interval.AbandInterval(n) The number of calls abandoned in this step.
Overflow	Computed from: Router_Queue_Interval.OfferedStep(n+1)+ SkipStep(n+1) The number of calls which overflowed to the next step.
PrecisionQueueChart	This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

Available fields in the Precision Queue Efficiency All Fields Grid View

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

Sample Precision Queue Efficiency All Fields Report

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

Figure 6. Precision Queue Efficiency All Fields Report

Agent Precision Queue Historical All Fields

Reports generated from this template pull data from the Agent_Skill_Group_Interval and Agent_Interval database tables to show activity for selected agents for a selected interval, sorted by Precision Queue.

Views: This report has a grid view only.

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

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

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

• Current Fields in the Agent Precision Queue Historical All Fields Grid View
• Available Fields in the Agent Precision Queue Historical All Fields Grid View
• Sample Agent Precision Queue Historical All Fields Report

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

Current fields are those fields that appear by default in a report generated from the stock template. 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
Precision Queue	Derived from: Precision_Queue.EnterpriseName The enterprise name of the Agent Precision Queue
Agent Name	This is a calculated field, derived from: Person.LastName+","+Person.Firstname. The first and last name of the agent.
DateTime	Derived from: Agent_Skill_Group_Interval.DateTime. The date and time of the data for a selected row.
Attribute 1	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 2	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 3	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 4	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 5	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
COMPLETED TASKS
Handled	Derived from: Agent_Skill_Group_Interval. CallsHandled The number of inbound calls for which agents in the precision queue during the interval answered and completed.
AHT	This is a calculated field, derived from: Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).
Held	Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold The number of incoming calls to this agent that are placed on hold in the interval.
Avg Hold	This is a calculated field, derived from: (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold) The average time in HH:MM:SS (hours, minutes, seconds)for calls placed on hold in the interval, for all incoming calls which include hold time.
Aban Rings	Derived from: Agent_Skill_Group_Interval.AbandonRingCalls For voice: the total number of calls that are abandoned while the agent phone is ringing. For non-voice: the total number of tasks that are abandoned when offered to an agent.
RONA	Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls The number of tasks that left the agent phone or terminal that are redirected to another dialed number because of no answer in the interval.
Aban Hold	Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls The number of Unified ICM routed calls to the agent that are abandoned while the call is on hold and the number of paused tasks that the agent ended in the interval.
Trans In	Derived from: Agent_Skill_Group_Interval.TransferredInCalls The number of incoming calls that are transferred to this agent from other agents within the same peripheral that do not go to IVR for queuing in the interval. This value is updated when the agent completes the call. Note    For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that is blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without a Unified CCE System PG.
Trans Out	This is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls The number of calls this agent transferred to another agent or precision queue in the interval. This includes consultative calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.
Ext Out	Derived from: Agent_Skill_Group_Interval.AgentOutCalls The number of outgoing external calls that this agent made in the interval.
Agent State Times
Log On Time	Derived from: Agent_Skill_Group.LoggedOnTime The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format.
% Active	This is a calculated field, derived from: (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent talking on calls in this precision queue in relation to LoggedOnTime.
% Hold	This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less.
% Not Active	This is a calculated field derived from: Agent_Skill_Group_Interval.AvailTime / Agent_Interval.LoggedOnTime The percentage of time that the agent spent in the NotActive or Available state in relation to LoggedOnTime.This field applies to all precision queues.
% Not Ready	This is a calculated field, derived from: Agent_Skill_Group_Interval.NotReadyTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the NotReady state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.
% Reserved	This is a calculated field, derived from: Agent_Skill_Group_Interval.ReservedStateTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Reservedstate waiting for an ICM routed task from this precision queue in relation to LoggedOnTime.
% Wrap Up	This is a calculated field, derived from: (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime) /Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.
% Busy Other	This is a calculated field, derived from: Agent_Skill_Group_Interval.BusyOtherTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the BusyOther state in relation to LoggedOnTime. Note    The agent state time percentages in the Report Summary row add up to 100% only when you select all of the precision queues for an agent. When you view a subset of precision queues for an agent, the percentages may not balance.

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

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

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

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

Handled is derived from HandledCallsTalkTime in the Agent_Skill_Group table.

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

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

Sample Agent Precision Queue Historical All Fields Report

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

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

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

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

Precision Queue Efficiency Drill Down

The Precision Queue Efficiency Drill Down report takes the Precision Queue name and an absolute DateTime range.

For each 30 minute interval in a time span, the percentage of calls that are answered for each step of the Precision Queue are displayed on a stacked bar.

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

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

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

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

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

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

• Precision_Queue
• Router_Queue_Interval

Precision Queue Abandon Answer Distribution Historical

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

Views: This report has a grid view only.

Value List: Precision Queue

Database Schema Table(s) from which data is retrieved:

• Attribute
• Bucket_Intervals
• Precision_Queue
• Router_Queue_Interval
• Skill_Group_Interval

• Current Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Available Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Sample Precision Queue Abandon Answer Distribution Historical Report

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

Current fields are those fields that appear by default in a report generated from the stock template. 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
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID The enterprise name of the Precision Queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the Precision Queue. The name of the attribute associated to the precision queue.
DateTime	Derived from: Router_Queue_Interval.DateTime The date and time at the start of the reporting interval.
ASA	Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered The precision queue average speed of answer in HH:MM:SS (hour, minutes, seconds) based on the time spent by callers in the queue and ringing at an agent desktop before the task is answered divided by the number of answered tasks.
Interval 1 - Interval 10
Interval	Derived from: Bucket_Interval.UpperBound1(through 9) The amount of time that a call should be handled by.
Answered	Derived from: RouterQueueInterval.AnsInterval1 (through10) The number of calls which were answered in this interval.
Abandoned	Derived from: RouterQueueInterval.AbandInterval1 (through10) The number of calls which were abandoned in this interval.
MaxCallsQueued	Derived from: Skill_Group_Interval.RouterMaxCallsQueued The maximum number of calls in queue for this Skill Group during this interval.
MaxCallWaitTime	Derived from: Skill_Group_Interval.RouterMaxCallWaitTime The longest time a call elapsed before it was abandoned or answered in this interval.

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

Available fields for this report include the fields that display by default as Current. Additional Available fields for this template are populated from the Skill_Group_Interval and Bucket_Intervals tables as documented in the Database Schema Guide

The following fields are from the Skill_Group_Interval table:

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

The following Available fields are from the Bucket_Intervals table:

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

Sample Precision Queue Abandon Answer Distribution Historical Report

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

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

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

Agent Precision Queue Membership

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

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

Views: This report has a grid view only.

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

Value List: Agent

Database Schema Tables from which data is retrieved:

• Agent
• Agent_Skill_Group_Real_Time
• Attribute
• Person
• Precision_Queue

• Current Fields in the Agent Precision Queue Membership Grid View
• How to View the Agent Precision Queue Membership Template
• Available Fields in the Agent Precision Queue Membership Grid View
• Sample Agent Precision Queue Membership Report

Current Fields in the Agent Precision Queue Membership Grid View

Current fields are those fields that appear by default in a report generated from the stock template. 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
Agent Name	Derived from: Person.LastName "," Person.FirstName The last and first name of the agent.
Precision Queue	Derived from: Precision_Queue.EnterpriseName The precision route associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can log into multiple precision routes, this field is not filled until the agent is assigned a task.
Attribute 1	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 2	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 3	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 4	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 5	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.

How to View the Agent Precision Queue Membership Template

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

Procedure

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Step 1	In the Agent Team Real Time report grid view, in the Agent Name column, click an agent to view. The Choose a Drilldown dialog box appears.
Step 2	From the drop-down list, select AgentPrecisionQueueMembership.
Step 3	Click OK. The Agent Precision Queue Membership report template appears.

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Available Fields in the Agent Precision Queue Membership Grid View

Available fields for this report include the fields that display by default as Current. Additional Available fields in this report are populated from fields in the Precision_Q_Real_Time table as documented in the Database Schema Guide.

Fields from other tables:

• Precision Queue is derived from: Precision_Queue.EnterpriseName
• Attribute [1-5] is derived from: Attribute.EnterpriseName

Sample Agent Precision Queue Membership Report

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

Figure 12. Sample Agent Precision Queue Membership Report

Precision Queue Interval All Fields

Reports generated from this template show the current status of the selected precision queues.

Views: This report only has a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

• Attribute
• Precision_Queue
• Router_Queue_Interval
• Skill_Group_Interval

• Current fields in the Precision Queue Interval All Fields Grid View
• Available fields in the Precision Queue Interval All Fields Grid View
• Sample Precision Queue Interval All Fields Report
• Current fields in the Precision Queue Interval All Fields Grid View
• Available fields in the Precision Queue Interval All Fields Grid View
• Sample Precision Queue Interval All Fields Report

Current fields in the Precision Queue Interval All Fields Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName. The enterprise name of the Agent Precision Queue.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 2	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 3	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 4	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 5	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Date Time	Derived from: Agent_Skill_Group_Interval.DateTime. The date and time of the data for a selected row.
Calls Queued	Derived from: Router_Queue_Interval.QueueCalls.
ASA	Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered. The precision queue average speed of answer in HH:MM:SS(hour, minutes, seconds) based on the time spent by callers in the queue and ringing at an agent desktop before the task is answered divided by the number of answered tasks.
Service Level
SL Ans	Derived from: Skill_Group_Interval.ServiceLevelCallsOffered. The number of calls that are routed to the precision queue or queued to the precision queue in the last interval.
SL Aban	Derived from: Skill_Group_Interval.ServiceLevelCallsAband. The number of calls that are abandoned within the precision queue service level threshold in the last interval.
Completed Tasks
Total	Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour.RouterCallsAbandQToHalf +Skill_Group_Half_Hour.AbandonRingCallsToHalf +Skill_Group_Half_Hour.RedirectNoAnswertoHalf) The total number of tasks completed by this skill group in the interval.
Aban	Derived from: Router_Queue_Interval.CallsAbandQ + Skill_Group_Interval.AbandonRingCalls. For voice: the total number of calls that are abandoned while a agent phone is ringing. For non-voice: the total number of tasks that are abandoned while offered to an agent.
RONA	Derived from: Skill_Group_Interval.RedirectNoAnsCalls. The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents are logged in to this precision queue.
Handled	Derived from: Agent_Skill_Group_Interval. CallsHandled. The number of inbound calls for which agents in the precision queue during the interval answered and completed.
AHT	This is a calculated field, derived from: (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled) The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).
AAT	Derived from: Skill_Group_Interval.HandledCallsTalkTimeToHalf /Skill_Group_Interval.CallsHandledToHalf The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group.
Aban Hold	Derived from: Skill_Group_Interval.AbandonHoldCallsToHalf 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.
Trans In	Derived from: Skill_Group_Interval.TransferInCallsTimeToHalf The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the skill group in the interval.
Trans Out	Derived from: Skill_Group_Interval.TransferredOutCallsToHalf + Skill_Group_Interval.NetTransferredOutCallsToHalf 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.
Ext Out	Derived from: Skill_Group_Interval.AgentOutCallsToHalf 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 transferor conference to an external device in the interval.
Agent State Time
Active Time	Derived from: Skill_Group_Interval.TalkTimeToHalf The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Active state in the interval.
Hold Time	Derived from: Skill_Group_Interval.HoldTimeToHalf 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.
Log On Duration	Derived from: Skill_Group_Interval.LoggedOnTimeToHalf The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group.
%Not Active	This is a calculated field derived from:Agent_Skill_Group_Interval.AvailTime / Agent_Interval.LoggedOnTime The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. This field applies to all precision queues.
%Not Ready	This is a calculated field, derived from: Agent_Skill_Group_Interval.NotReadyTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.
% Active	This is a calculated field, derived from: (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent talking on callsin this precision queue in relation to LoggedOnTime.
% Hold	This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less.
% Reserved	This is a calculated field, derived from: Agent_Skill_Group_Interval.ReservedStateTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Reserved state waiting for an ICM routed task from this precision queue in relation to LoggedOnTime.
% Wrap Up	This is a calculated field, derived from: (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime) /Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.
% Busy Other	This is a calculated field, derived from: Agent_Skill_Group_Interval.BusyOtherTime /Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the BusyOtherstate in relation to LoggedOnTime. Note: The agent state time percentages in the ReportSummary row add up to 100% only when you select all of the precision queues for an agent. When you view a subset of precision queues for an agent, the percentages may not balance.
% Utilization	Derived from:Skill_Group_Real_Time.PercentUtilizationTo5 The percentage of Ready time that agents in the skill group spent talking or doing call work during the current five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready.
Calls Ans	Derived from: Router_Queue_Interval.CallsAnswered Number of calls answered by this precision queue across all peripherals.
Aban ring	Derived from: Skill_Group_Interval.AbandonRingCalls For voice: the total number of calls that are abandoned while the agent phone is ringing. For non-voice: the total number of tasks that are abandoned when offered to an agent.
MaxCallWaitTime	Derived from: Router_Queue_Interval.MaxCallWaitTime The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable.
MaxCallsQueued	Derived from: Router_Queue_Interval.MaxCallsQueued The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued.

Available fields in the Precision Queue Interval All Fields Grid View

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

Sample Precision Queue Interval All Fields Report

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

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

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

Current fields in the Precision Queue Interval All Fields Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName. The enterprise name of the Agent Precision Queue.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 2	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 3	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 4	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Attribute 5	Derived from: Attribute.EnterpriseName. The name of an attribute associated to the precision queue.
Date Time	Derived from: Agent_Skill_Group_Interval.DateTime. The date and time of the data for a selected row.
Calls Queued	Derived from: Router_Queue_Interval.QueueCalls.
ASA	Derived from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered. The precision queue average speed of answer in HH:MM:SS(hour, minutes, seconds) based on the time spent by callers in the queue and ringing at an agent desktop before the task is answered divided by the number of answered tasks.
Service Level
SL Ans	Derived from: Skill_Group_Interval.ServiceLevelCallsOffered. The number of calls that are routed to the precision queue or queued to the precision queue in the last interval.
SL Aban	Derived from: Skill_Group_Interval.ServiceLevelCallsAband. The number of calls that are abandoned within the precision queue service level threshold in the last interval.
Completed Tasks
Total	Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour.RouterCallsAbandQToHalf +Skill_Group_Half_Hour.AbandonRingCallsToHalf +Skill_Group_Half_Hour.RedirectNoAnswertoHalf) The total number of tasks completed by this skill group in the interval.
Aban	Derived from: Router_Queue_Interval.CallsAbandQ + Skill_Group_Interval.AbandonRingCalls. For voice: the total number of calls that are abandoned while a agent phone is ringing. For non-voice: the total number of tasks that are abandoned while offered to an agent.
RONA	Derived from: Skill_Group_Interval.RedirectNoAnsCalls. The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents are logged in to this precision queue.
Handled	Derived from: Agent_Skill_Group_Interval. CallsHandled. The number of inbound calls for which agents in the precision queue during the interval answered and completed.
AHT	This is a calculated field, derived from: (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled) The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).
AAT	Derived from: Skill_Group_Interval.HandledCallsTalkTimeToHalf /Skill_Group_Interval.CallsHandledToHalf The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group.
Aban Hold	Derived from: Skill_Group_Interval.AbandonHoldCallsToHalf 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.
Trans In	Derived from: Skill_Group_Interval.TransferInCallsTimeToHalf The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the skill group in the interval.
Trans Out	Derived from: Skill_Group_Interval.TransferredOutCallsToHalf + Skill_Group_Interval.NetTransferredOutCallsToHalf 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.
Ext Out	Derived from: Skill_Group_Interval.AgentOutCallsToHalf 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 transferor conference to an external device in the interval.
Agent State Time
Active Time	Derived from: Skill_Group_Interval.TalkTimeToHalf The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Active state in the interval.
Hold Time	Derived from: Skill_Group_Interval.HoldTimeToHalf 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.
Log On Duration	Derived from: Skill_Group_Interval.LoggedOnTimeToHalf The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group.
%Not Active	This is a calculated field derived from:Agent_Skill_Group_Interval.AvailTime / Agent_Interval.LoggedOnTime The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. This field applies to all precision queues.
%Not Ready	This is a calculated field, derived from: Agent_Skill_Group_Interval.NotReadyTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.
% Active	This is a calculated field, derived from: (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent talking on callsin this precision queue in relation to LoggedOnTime.
% Hold	This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less.
% Reserved	This is a calculated field, derived from: Agent_Skill_Group_Interval.ReservedStateTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Reserved state waiting for an ICM routed task from this precision queue in relation to LoggedOnTime.
% Wrap Up	This is a calculated field, derived from: (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime) /Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.
% Busy Other	This is a calculated field, derived from: Agent_Skill_Group_Interval.BusyOtherTime /Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the BusyOtherstate in relation to LoggedOnTime. Note: The agent state time percentages in the ReportSummary row add up to 100% only when you select all of the precision queues for an agent. When you view a subset of precision queues for an agent, the percentages may not balance.
% Utilization	Derived from:Skill_Group_Real_Time.PercentUtilizationTo5 The percentage of Ready time that agents in the skill group spent talking or doing call work during the current five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready.
Calls Ans	Derived from: Router_Queue_Interval.CallsAnswered Number of calls answered by this precision queue across all peripherals.
Aban ring	Derived from: Skill_Group_Interval.AbandonRingCalls For voice: the total number of calls that are abandoned while the agent phone is ringing. For non-voice: the total number of tasks that are abandoned when offered to an agent.
MaxCallWaitTime	Derived from: Router_Queue_Interval.MaxCallWaitTime The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable.
MaxCallsQueued	Derived from: Router_Queue_Interval.MaxCallsQueued The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued.

Available fields in the Precision Queue Interval All Fields Grid View

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

Sample Precision Queue Interval All Fields Report

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

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

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

Precision Queue Real Time All Fields

Reports generated from this template show the current status of the selected precision queues.

Views: This report only has a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

• Precision_Queue_Real_Time
• Precision_Queue

• Current Fields in the Precision Queue Real Time All Fields Grid View
• Available Fields in the Precision Queue Real Time All Fields Grid View
• Sample Precision Queue Real Time All Fields Report
• Current Fields in the Precision Queue Real Time All Fields Grid View
• Available Fields in the Precision Queue Real Time All Fields Grid View
• Sample Precision Queue Real Time All Fields Report

Current Fields in the Precision Queue Real Time All Fields Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the Precision Queue The name of an attribute associated to the precision queue.
Queued Now	Derived from: Precision_Q_Real_Time.CallsQNow. The number of calls currently queued to the precision queue.
Longest Call In Queue	Derived from: Precision_Q_Real_Time.LongestCallInQ The longest queued call on the routing media, measured in HH:MM:SS (hours, minutes, seconds) format.
ASA 5	Derived from: Precision_Q_Real_Time.AnswerWaitTimeTo5/ Precision_Q_Real_Time.CallsAnsweredTo5. The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the precision queue during the rolling five minute interval.
Ans within SL	Derived from: Precision_Q_Real_Time.ServiceLevelCallsAnsTo5 The count of calls that are answered within the precision queue service level threshold during the rolling five minute interval.
Aban Within SL	Derived from: Precision_Q_Real_Time.ServiceLevelCallsAbandTo5. The count of calls that are abandoned within the precision queue service level threshold during the rolling five minute interval.
Handled	Derived from: Precision_Q_Real_Time.CallsHandledTo5. The number of tasks that have been handled during the rolling five minute interval.
AHT	Derived from: Precision_Q_Real_Time.HandleCallsTimeTo5 and Precision_Q_Real_Time.CallsHandledTo5. The average time in HH:MM:SS (hours, minutes, seconds) it takes during the rolling five minute interval to handle a task.
Log On	Derived from: Precision_Q_Real_Time.LoggedOn. The number of agents that are currently logged in to the precision queue. This count is updated each time an agent logs on and each time an agent logs off.
Not Ready	Derived from: Precision_Q_Real_Time.NotReady. The number of agents in the Not Ready state for the precision queue. Not Ready is a state in which agents are logged in but are neither involved in any call handling activity nor available to handle a call.
Not Active	Derived from: Precision_Q_Real_Time.Avail. The number of agents in the precision queue who are currently not working on a task associated with the precision queue.
Active In	Derived from: Skill_Group_Real_Time.TalkingIn The number of agents in the skill group currently working on inbound tasks.
Active Out	Derived from: Skill_Group_Real_Time.TalkingOut The number of agents in the skill group currently talking on outbound calls.
AAT	Derived from: (Skill_Group_Real_Time.HandledCallsTalkTimeTo5 /Skill_Group_Real_Time.CallsHandledTo5) The average talk or active time measured in HH:MM:SS(hours, minutes, seconds) format during the rolling five-minute interval.
Wrap Up	Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady 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.
Hold	Derived from: Skill_Group_Real_Time.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.
Busy Other	Derived from: Skill_Group_Real_Time.BusyOther 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.
% Utilization	Derived from: Skill_Group_Real_Time.PercentUtilizationTo5 The percentage of Ready time that agents in the skill group spent talking or doing call work during the current five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready.

Available Fields in the Precision Queue Real Time All Fields Grid View

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

Sample Precision Queue Real Time All Fields Report

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

Figure 17. Precision Queue Real Time All Fields Report

Current Fields in the Precision Queue Real Time All Fields Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the Precision Queue The name of an attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the Precision Queue The name of an attribute associated to the precision queue.
Queued Now	Derived from: Precision_Q_Real_Time.CallsQNow. The number of calls currently queued to the precision queue.
Longest Call In Queue	Derived from: Precision_Q_Real_Time.LongestCallInQ The longest queued call on the routing media, measured in HH:MM:SS (hours, minutes, seconds) format.
ASA 5	Derived from: Precision_Q_Real_Time.AnswerWaitTimeTo5/ Precision_Q_Real_Time.CallsAnsweredTo5. The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the precision queue during the rolling five minute interval.
Ans within SL	Derived from: Precision_Q_Real_Time.ServiceLevelCallsAnsTo5 The count of calls that are answered within the precision queue service level threshold during the rolling five minute interval.
Aban Within SL	Derived from: Precision_Q_Real_Time.ServiceLevelCallsAbandTo5. The count of calls that are abandoned within the precision queue service level threshold during the rolling five minute interval.
Handled	Derived from: Precision_Q_Real_Time.CallsHandledTo5. The number of tasks that have been handled during the rolling five minute interval.
AHT	Derived from: Precision_Q_Real_Time.HandleCallsTimeTo5 and Precision_Q_Real_Time.CallsHandledTo5. The average time in HH:MM:SS (hours, minutes, seconds) it takes during the rolling five minute interval to handle a task.
Log On	Derived from: Precision_Q_Real_Time.LoggedOn. The number of agents that are currently logged in to the precision queue. This count is updated each time an agent logs on and each time an agent logs off.
Not Ready	Derived from: Precision_Q_Real_Time.NotReady. The number of agents in the Not Ready state for the precision queue. Not Ready is a state in which agents are logged in but are neither involved in any call handling activity nor available to handle a call.
Not Active	Derived from: Precision_Q_Real_Time.Avail. The number of agents in the precision queue who are currently not working on a task associated with the precision queue.
Active In	Derived from: Skill_Group_Real_Time.TalkingIn The number of agents in the skill group currently working on inbound tasks.
Active Out	Derived from: Skill_Group_Real_Time.TalkingOut The number of agents in the skill group currently talking on outbound calls.
AAT	Derived from: (Skill_Group_Real_Time.HandledCallsTalkTimeTo5 /Skill_Group_Real_Time.CallsHandledTo5) The average talk or active time measured in HH:MM:SS(hours, minutes, seconds) format during the rolling five-minute interval.
Wrap Up	Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady 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.
Hold	Derived from: Skill_Group_Real_Time.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.
Busy Other	Derived from: Skill_Group_Real_Time.BusyOther 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.
% Utilization	Derived from: Skill_Group_Real_Time.PercentUtilizationTo5 The percentage of Ready time that agents in the skill group spent talking or doing call work during the current five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready.

Available Fields in the Precision Queue Real Time All Fields Grid View

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

Sample Precision Queue Real Time All Fields Report

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

Figure 18. Precision Queue Real Time All Fields Report

Precision Queue Step Real Time

Reports generated from this template show the current status of the selected precision queues.

Views: This report only has a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

• Precision_Queue_Real_Time
• Precision_Queue
• Precision_Queue_Step
• Precision_Q_Step_Real_Time

• Current Fields in the Precision Queue Step Real Time Grid View
• Available fields in the Precision Queue Step Real Time Grid View
• Sample Precision Queue Step Real Time Report
• Current Fields in the Precision Queue Step Real Time Grid View
• Available fields in the Precision Queue Step Real Time Grid View
• Sample Precision Queue Step Real Time Report

Current Fields in the Precision Queue Step Real Time Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Step	Derived from: Precision_Queue_Step.PrecisionQueueStepID. Integer that defines the unique row for a precision queue step. It is the primary key.
Agents Logged In	Derived from: Precision_Q_Step_Real_Time.AgentsLoggedIn. Number of agents logged in for this precision queue step.
Agents Available	Derived from: Precision_Q_Step_Real_Time.AgentsAvailable. Number of agents eligible and available for this precision queue step.
Calls In Queue	Derived from: Precision_Q_Step_Real_Time.CallsInQueue. Number of calls in queue for this precision queue step.
Avg Calls In Queue Time	Derived from: Precision_Q_Step_Real_Time.AvgCallsInQueueTime. Average length of queue time for this precision queue step.
Longest Call In Queue	Derived from: Precision_Q_Step_Real_Time.LongestCallInQueue. The time stamp of the longest call in queue for this precision queue step.
LAA Time	Derived from: Precision_Q_Step_Real_Time.NextAvailAgent. The length of time that the next agent to be selected has been available.

Available fields in the Precision Queue Step Real Time Grid View

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

Sample Precision Queue Step Real Time Report

This illustration is a sample of the report generated from the Precision Queue Step Real Time template.

Figure 19. Sample Precision Queue Step Real Time Report

Current Fields in the Precision Queue Step Real Time Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Step	Derived from: Precision_Queue_Step.PrecisionQueueStepID. Integer that defines the unique row for a precision queue step. It is the primary key.
Agents Logged In	Derived from: Precision_Q_Step_Real_Time.AgentsLoggedIn. Number of agents logged in for this precision queue step.
Agents Available	Derived from: Precision_Q_Step_Real_Time.AgentsAvailable. Number of agents eligible and available for this precision queue step.
Calls In Queue	Derived from: Precision_Q_Step_Real_Time.CallsInQueue. Number of calls in queue for this precision queue step.
Avg Calls In Queue Time	Derived from: Precision_Q_Step_Real_Time.AvgCallsInQueueTime. Average length of queue time for this precision queue step.
Longest Call In Queue	Derived from: Precision_Q_Step_Real_Time.LongestCallInQueue. The time stamp of the longest call in queue for this precision queue step.
LAA Time	Derived from: Precision_Q_Step_Real_Time.NextAvailAgent. The length of time that the next agent to be selected has been available.

Available fields in the Precision Queue Step Real Time Grid View

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

Sample Precision Queue Step Real Time Report

This illustration is a sample of the report generated from the Precision Queue Step Real Time template.

Figure 20. Sample Precision Queue Step Real Time Report

Precision Queue Efficiency

Reports generated from this template measure the efficiency and effectiveness of routing logic.

Precision Queue Efficiency is an interval report.

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

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

Views: This report only has a grid view.

Grouping: This report is grouped by Precision Queue Name.

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

• Attribute
• Precision_Queue
• Router_Queue_Interval

• Current Fields in the Precision Queue Efficiency Grid View
• Available Fields in the Precision Queue Efficiency Grid View
• Sample Precision Queue Efficiency Report
• Current Fields in the Precision Queue Efficiency Grid View
• Available Fields in the Precision Queue Efficiency Grid View
• Sample Precision Queue Efficiency Report

Current Fields in the Precision Queue Efficiency Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the precision queue. The name of an attribute associated to the precision queue.
DateTime	Derived from: Router_Queue_Interval.DateTime. The date and time at the start of the reporting interval.
Step 1 - Step 10 (n)
Offered	Derived from: Router_Queue_Interval.OfferedStep(n). The number of calls offered in this step.
Answered	Derived from: Router_Queue_Interval.AnsInterval(n). The total of all calls offered in this precision queue answered in this step.
PrecisionQueueChart	This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

Available Fields in the Precision Queue Efficiency Grid View

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

Sample Precision Queue Efficiency Report

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

Figure 21. Precision Queue Efficiency

Current Fields in the Precision Queue Efficiency Grid View

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the precision queue. The name of an attribute associated to the precision queue.
DateTime	Derived from: Router_Queue_Interval.DateTime. The date and time at the start of the reporting interval.
Step 1 - Step 10 (n)
Offered	Derived from: Router_Queue_Interval.OfferedStep(n). The number of calls offered in this step.
Answered	Derived from: Router_Queue_Interval.AnsInterval(n). The total of all calls offered in this precision queue answered in this step.
PrecisionQueueChart	This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

Available Fields in the Precision Queue Efficiency Grid View

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

Sample Precision Queue Efficiency Report

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

Figure 22. Precision Queue Efficiency

Precision Queue Efficiency All Fields

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

• Current Fields in the Precision Queue Efficiency All Fields Grid View
• Available fields in the Precision Queue Efficiency All Fields Grid View
• Sample Precision Queue Efficiency All Fields Report
• Current Fields in the Precision Queue Efficiency All Fields Grid View
• Available fields in the Precision Queue Efficiency All Fields Grid View
• Sample Precision Queue Efficiency All Fields Report

Current Fields in the Precision Queue Efficiency All Fields Grid View

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

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the precision queue. The name of an attribute associated to the precision queue.
DateTime	Derived from: Router_Queue_Interval.DateTime The date and time at the start of the reporting interval.
Step 1 - Step 10
Offered	Derived from: Router_Queue_Interval.OfferedStep(n) The number of calls offered in this step.
Skipped	Derived from: Router_Queue_Interval.SkipStep(n) The number of calls skipped in this step.
Answered	Derived from: Router_Queue_Interval.AnsStep(n) The total of all calls offered in this precision queue that were answered in this step.
Abandoned	Derived from: Router_Queue_Interval.AbandInterval(n) The number of calls abandoned in this step.
Overflow	Computed from: Router_Queue_Interval.OfferedStep(n+1)+ SkipStep(n+1) The number of calls which overflowed to the next step.
PrecisionQueueChart	This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

Available fields in the Precision Queue Efficiency All Fields Grid View

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

Sample Precision Queue Efficiency All Fields Report

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

Figure 23. Precision Queue Efficiency All Fields Report

Current Fields in the Precision Queue Efficiency All Fields Grid View

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

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

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

Column (Field)	Description
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID. The enterprise name of the precision queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the precision queue. The name of an attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the precision queue. The name of an attribute associated to the precision queue.
DateTime	Derived from: Router_Queue_Interval.DateTime The date and time at the start of the reporting interval.
Step 1 - Step 10
Offered	Derived from: Router_Queue_Interval.OfferedStep(n) The number of calls offered in this step.
Skipped	Derived from: Router_Queue_Interval.SkipStep(n) The number of calls skipped in this step.
Answered	Derived from: Router_Queue_Interval.AnsStep(n) The total of all calls offered in this precision queue that were answered in this step.
Abandoned	Derived from: Router_Queue_Interval.AbandInterval(n) The number of calls abandoned in this step.
Overflow	Computed from: Router_Queue_Interval.OfferedStep(n+1)+ SkipStep(n+1) The number of calls which overflowed to the next step.
PrecisionQueueChart	This is a link to a Precision Queue Efficiency Drill Down report. For more information, see Precision Queue Efficiency Drill Down.

Available fields in the Precision Queue Efficiency All Fields Grid View

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

Sample Precision Queue Efficiency All Fields Report

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

Figure 24. Precision Queue Efficiency All Fields Report

Agent Precision Queue Historical All Fields

Reports generated from this template pull data from the Agent_Skill_Group_Interval and Agent_Interval database tables to show activity for selected agents for a selected interval, sorted by Precision Queue.

Views: This report has a grid view only.

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

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

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

• Current Fields in the Agent Precision Queue Historical All Fields Grid View
• Available Fields in the Agent Precision Queue Historical All Fields Grid View
• Sample Agent Precision Queue Historical All Fields Report
• Current Fields in the Agent Precision Queue Historical All Fields Grid View
• Available Fields in the Agent Precision Queue Historical All Fields Grid View
• Sample Agent Precision Queue Historical All Fields Report

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

Current fields are those fields that appear by default in a report generated from the stock template. 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
Precision Queue	Derived from: Precision_Queue.EnterpriseName The enterprise name of the Agent Precision Queue
Agent Name	This is a calculated field, derived from: Person.LastName+","+Person.Firstname. The first and last name of the agent.
DateTime	Derived from: Agent_Skill_Group_Interval.DateTime. The date and time of the data for a selected row.
Attribute 1	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 2	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 3	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 4	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 5	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
COMPLETED TASKS
Handled	Derived from: Agent_Skill_Group_Interval. CallsHandled The number of inbound calls for which agents in the precision queue during the interval answered and completed.
AHT	This is a calculated field, derived from: Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).
Held	Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold The number of incoming calls to this agent that are placed on hold in the interval.
Avg Hold	This is a calculated field, derived from: (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold) The average time in HH:MM:SS (hours, minutes, seconds)for calls placed on hold in the interval, for all incoming calls which include hold time.
Aban Rings	Derived from: Agent_Skill_Group_Interval.AbandonRingCalls For voice: the total number of calls that are abandoned while the agent phone is ringing. For non-voice: the total number of tasks that are abandoned when offered to an agent.
RONA	Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls The number of tasks that left the agent phone or terminal that are redirected to another dialed number because of no answer in the interval.
Aban Hold	Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls The number of Unified ICM routed calls to the agent that are abandoned while the call is on hold and the number of paused tasks that the agent ended in the interval.
Trans In	Derived from: Agent_Skill_Group_Interval.TransferredInCalls The number of incoming calls that are transferred to this agent from other agents within the same peripheral that do not go to IVR for queuing in the interval. This value is updated when the agent completes the call. Note    For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that is blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without a Unified CCE System PG.
Trans Out	This is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls The number of calls this agent transferred to another agent or precision queue in the interval. This includes consultative calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.
Ext Out	Derived from: Agent_Skill_Group_Interval.AgentOutCalls The number of outgoing external calls that this agent made in the interval.
Agent State Times
Log On Time	Derived from: Agent_Skill_Group.LoggedOnTime The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format.
% Active	This is a calculated field, derived from: (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent talking on calls in this precision queue in relation to LoggedOnTime.
% Hold	This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less.
% Not Active	This is a calculated field derived from: Agent_Skill_Group_Interval.AvailTime / Agent_Interval.LoggedOnTime The percentage of time that the agent spent in the NotActive or Available state in relation to LoggedOnTime.This field applies to all precision queues.
% Not Ready	This is a calculated field, derived from: Agent_Skill_Group_Interval.NotReadyTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the NotReady state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.
% Reserved	This is a calculated field, derived from: Agent_Skill_Group_Interval.ReservedStateTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Reservedstate waiting for an ICM routed task from this precision queue in relation to LoggedOnTime.
% Wrap Up	This is a calculated field, derived from: (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime) /Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.
% Busy Other	This is a calculated field, derived from: Agent_Skill_Group_Interval.BusyOtherTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the BusyOther state in relation to LoggedOnTime. Note    The agent state time percentages in the Report Summary row add up to 100% only when you select all of the precision queues for an agent. When you view a subset of precision queues for an agent, the percentages may not balance.

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

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

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

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

Handled is derived from HandledCallsTalkTime in the Agent_Skill_Group table.

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

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

Sample Agent Precision Queue Historical All Fields Report

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

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

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

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

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

Current fields are those fields that appear by default in a report generated from the stock template. 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
Precision Queue	Derived from: Precision_Queue.EnterpriseName The enterprise name of the Agent Precision Queue
Agent Name	This is a calculated field, derived from: Person.LastName+","+Person.Firstname. The first and last name of the agent.
DateTime	Derived from: Agent_Skill_Group_Interval.DateTime. The date and time of the data for a selected row.
Attribute 1	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 2	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 3	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 4	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
Attribute 5	Derived from: Attribute.EnterpriseName The name of the attribute associated to the precision queue.
COMPLETED TASKS
Handled	Derived from: Agent_Skill_Group_Interval. CallsHandled The number of inbound calls for which agents in the precision queue during the interval answered and completed.
AHT	This is a calculated field, derived from: Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).
Held	Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold The number of incoming calls to this agent that are placed on hold in the interval.
Avg Hold	This is a calculated field, derived from: (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold) The average time in HH:MM:SS (hours, minutes, seconds)for calls placed on hold in the interval, for all incoming calls which include hold time.
Aban Rings	Derived from: Agent_Skill_Group_Interval.AbandonRingCalls For voice: the total number of calls that are abandoned while the agent phone is ringing. For non-voice: the total number of tasks that are abandoned when offered to an agent.
RONA	Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls The number of tasks that left the agent phone or terminal that are redirected to another dialed number because of no answer in the interval.
Aban Hold	Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls The number of Unified ICM routed calls to the agent that are abandoned while the call is on hold and the number of paused tasks that the agent ended in the interval.
Trans In	Derived from: Agent_Skill_Group_Interval.TransferredInCalls The number of incoming calls that are transferred to this agent from other agents within the same peripheral that do not go to IVR for queuing in the interval. This value is updated when the agent completes the call. Note    For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that is blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without a Unified CCE System PG.
Trans Out	This is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls The number of calls this agent transferred to another agent or precision queue in the interval. This includes consultative calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.
Ext Out	Derived from: Agent_Skill_Group_Interval.AgentOutCalls The number of outgoing external calls that this agent made in the interval.
Agent State Times
Log On Time	Derived from: Agent_Skill_Group.LoggedOnTime The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format.
% Active	This is a calculated field, derived from: (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent talking on calls in this precision queue in relation to LoggedOnTime.
% Hold	This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less.
% Not Active	This is a calculated field derived from: Agent_Skill_Group_Interval.AvailTime / Agent_Interval.LoggedOnTime The percentage of time that the agent spent in the NotActive or Available state in relation to LoggedOnTime.This field applies to all precision queues.
% Not Ready	This is a calculated field, derived from: Agent_Skill_Group_Interval.NotReadyTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the NotReady state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.
% Reserved	This is a calculated field, derived from: Agent_Skill_Group_Interval.ReservedStateTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Reservedstate waiting for an ICM routed task from this precision queue in relation to LoggedOnTime.
% Wrap Up	This is a calculated field, derived from: (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime) /Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.
% Busy Other	This is a calculated field, derived from: Agent_Skill_Group_Interval.BusyOtherTime / Agent_Skill_Group_Interval.LoggedOnTime The percentage of time that the agent spent in the BusyOther state in relation to LoggedOnTime. Note    The agent state time percentages in the Report Summary row add up to 100% only when you select all of the precision queues for an agent. When you view a subset of precision queues for an agent, the percentages may not balance.

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

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

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

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

Handled is derived from HandledCallsTalkTime in the Agent_Skill_Group table.

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

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

Sample Agent Precision Queue Historical All Fields Report

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

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

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

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

Precision Queue Efficiency Drill Down

The Precision Queue Efficiency Drill Down report takes the Precision Queue name and an absolute DateTime range.

For each 30 minute interval in a time span, the percentage of calls that are answered for each step of the Precision Queue are displayed on a stacked bar.

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

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

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

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

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

Value List: Precision Queue

Database Schema Tables from which data is retrieved:

• Precision_Queue
• Router_Queue_Interval

Precision Queue Abandon Answer Distribution Historical

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

Views: This report has a grid view only.

Value List: Precision Queue

Database Schema Table(s) from which data is retrieved:

• Attribute
• Bucket_Intervals
• Precision_Queue
• Router_Queue_Interval
• Skill_Group_Interval

• Current Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Available Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Sample Precision Queue Abandon Answer Distribution Historical Report
• Current Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Available Fields in the Precision Queue Abandon-Answer Distribution Historical Grid View
• Sample Precision Queue Abandon Answer Distribution Historical Report

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

Current fields are those fields that appear by default in a report generated from the stock template. 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
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID The enterprise name of the Precision Queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the Precision Queue. The name of the attribute associated to the precision queue.
DateTime	Derived from: Router_Queue_Interval.DateTime The date and time at the start of the reporting interval.
ASA	Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered The precision queue average speed of answer in HH:MM:SS (hour, minutes, seconds) based on the time spent by callers in the queue and ringing at an agent desktop before the task is answered divided by the number of answered tasks.
Interval 1 - Interval 10
Interval	Derived from: Bucket_Interval.UpperBound1(through 9) The amount of time that a call should be handled by.
Answered	Derived from: RouterQueueInterval.AnsInterval1 (through10) The number of calls which were answered in this interval.
Abandoned	Derived from: RouterQueueInterval.AbandInterval1 (through10) The number of calls which were abandoned in this interval.
MaxCallsQueued	Derived from: Skill_Group_Interval.RouterMaxCallsQueued The maximum number of calls in queue for this Skill Group during this interval.
MaxCallWaitTime	Derived from: Skill_Group_Interval.RouterMaxCallWaitTime The longest time a call elapsed before it was abandoned or answered in this interval.

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

Available fields for this report include the fields that display by default as Current. Additional Available fields for this template are populated from the Skill_Group_Interval and Bucket_Intervals tables as documented in the Database Schema Guide

The following fields are from the Skill_Group_Interval table:

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

The following Available fields are from the Bucket_Intervals table:

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

Sample Precision Queue Abandon Answer Distribution Historical Report

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

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

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

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

Current fields are those fields that appear by default in a report generated from the stock template. 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
Precision Queue	Derived from: Precision_Queue.EnterpriseName and Precision_Queue.PrecisionQueueID The enterprise name of the Precision Queue and its precision queue ID.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).
Attribute 1	Attribute 1 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 2	Attribute 2 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 3	Attribute 3 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 4	Attribute 4 associated with the Precision Queue. The name of the attribute associated to the precision queue.
Attribute 5	Attribute 5 associated with the Precision Queue. The name of the attribute associated to the precision queue.
DateTime	Derived from: Router_Queue_Interval.DateTime The date and time at the start of the reporting interval.
ASA	Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered The precision queue average speed of answer in HH:MM:SS (hour, minutes, seconds) based on the time spent by callers in the queue and ringing at an agent desktop before the task is answered divided by the number of answered tasks.
Interval 1 - Interval 10
Interval	Derived from: Bucket_Interval.UpperBound1(through 9) The amount of time that a call should be handled by.
Answered	Derived from: RouterQueueInterval.AnsInterval1 (through10) The number of calls which were answered in this interval.
Abandoned	Derived from: RouterQueueInterval.AbandInterval1 (through10) The number of calls which were abandoned in this interval.
MaxCallsQueued	Derived from: Skill_Group_Interval.RouterMaxCallsQueued The maximum number of calls in queue for this Skill Group during this interval.
MaxCallWaitTime	Derived from: Skill_Group_Interval.RouterMaxCallWaitTime The longest time a call elapsed before it was abandoned or answered in this interval.

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

Available fields for this report include the fields that display by default as Current. Additional Available fields for this template are populated from the Skill_Group_Interval and Bucket_Intervals tables as documented in the Database Schema Guide

The following fields are from the Skill_Group_Interval table:

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

The following Available fields are from the Bucket_Intervals table:

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

Sample Precision Queue Abandon Answer Distribution Historical Report

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

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

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

Agent Precision Queue Membership

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

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

Views: This report has a grid view only.

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

Value List: Agent

Database Schema Tables from which data is retrieved:

• Agent
• Agent_Skill_Group_Real_Time
• Attribute
• Person
• Precision_Queue

• Current Fields in the Agent Precision Queue Membership Grid View
• How to View the Agent Precision Queue Membership Template
• Available Fields in the Agent Precision Queue Membership Grid View
• Sample Agent Precision Queue Membership Report
• Current Fields in the Agent Precision Queue Membership Grid View
• How to View the Agent Precision Queue Membership Template
• Available Fields in the Agent Precision Queue Membership Grid View
• Sample Agent Precision Queue Membership Report

Current Fields in the Agent Precision Queue Membership Grid View

Current fields are those fields that appear by default in a report generated from the stock template. 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
Agent Name	Derived from: Person.LastName "," Person.FirstName The last and first name of the agent.
Precision Queue	Derived from: Precision_Queue.EnterpriseName The precision route associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can log into multiple precision routes, this field is not filled until the agent is assigned a task.
Attribute 1	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 2	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 3	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 4	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 5	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.

How to View the Agent Precision Queue Membership Template

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

Procedure

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Step 1	In the Agent Team Real Time report grid view, in the Agent Name column, click an agent to view. The Choose a Drilldown dialog box appears.
Step 2	From the drop-down list, select AgentPrecisionQueueMembership.
Step 3	Click OK. The Agent Precision Queue Membership report template appears.

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Available Fields in the Agent Precision Queue Membership Grid View

Available fields for this report include the fields that display by default as Current. Additional Available fields in this report are populated from fields in the Precision_Q_Real_Time table as documented in the Database Schema Guide.

Fields from other tables:

• Precision Queue is derived from: Precision_Queue.EnterpriseName
• Attribute [1-5] is derived from: Attribute.EnterpriseName

Sample Agent Precision Queue Membership Report

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

Figure 35. Sample Agent Precision Queue Membership Report

Current Fields in the Agent Precision Queue Membership Grid View

Current fields are those fields that appear by default in a report generated from the stock template. 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
Agent Name	Derived from: Person.LastName "," Person.FirstName The last and first name of the agent.
Precision Queue	Derived from: Precision_Queue.EnterpriseName The precision route associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can log into multiple precision routes, this field is not filled until the agent is assigned a task.
Attribute 1	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 2	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 3	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 4	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.
Attribute 5	Derived from: Attribute.EnterpriseName The name of the attribute associated to the Precision Queue.

How to View the Agent Precision Queue Membership Template

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

Procedure

---

Step 1	In the Agent Team Real Time report grid view, in the Agent Name column, click an agent to view. The Choose a Drilldown dialog box appears.
Step 2	From the drop-down list, select AgentPrecisionQueueMembership.
Step 3	Click OK. The Agent Precision Queue Membership report template appears.

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Available Fields in the Agent Precision Queue Membership Grid View

Available fields for this report include the fields that display by default as Current. Additional Available fields in this report are populated from fields in the Precision_Q_Real_Time table as documented in the Database Schema Guide.

Fields from other tables:

• Precision Queue is derived from: Precision_Queue.EnterpriseName
• Attribute [1-5] is derived from: Attribute.EnterpriseName

Sample Agent Precision Queue Membership Report

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

Figure 36. Sample Agent Precision Queue Membership Report