All report data is pulled from tables and rows in the Unified CCE /Unified ICM database. Many fields are direct database values, as reflected in their displayed column names in the reports.
of the active task on which the agent is currently working is derived from
The number of
calls to the trunk group that have been abandoned in queue since midnight is
Other report data
fields are less obvious for the following reasons:
Calculated fields. Many
report values are the result of calculated fields. For example, in reports that
present Skill Group Real Time activity, the Average Active Time (AAT) is
calculated as follows:
Real_Time.CallsHandledTo5. Refer to the Unified Intelligence
Center Report Template Guide for details on the calculated fields.
Fields used in many tables
and context. Examples are the fields
EnterpriseName, which appear in many tables.
Database Schema Handbook
for Cisco Unified Contact Center Enterprise
for descriptions of these database values and any calculations they can take in
The Database Schema Handbook
also lists field values such as Agent State values and Call Disposition flags.