The Agent Historical All Fields report presents a historical view of the activity of selected agents, showing each agent's skill groups, completed tasks, and agent state times.
Query: This report data is built from an Anonymous Block type query.
Views: This report has only a grid view.
Grouping: This report is grouped and sorted by agent name and then by skill group.
Value List: Agents
Available fields for this report include the fields that appear by default as Current.
In addition to the fields that appear 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_Interval table.
Handled is the number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval.
All fields but one take their value directly from the database.
The one exception is Wrap Time, which is a calculated field derived from: Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime.
Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up on incoming and outgoing tasks in the interval.
Current fields are those fields that appear by default in a report generated from the stock template. You can change them.
Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
Agent Name |
This is a calculated field, derived from: Person.LastName + ", " + Person.FirstName. The last name and first name of the agent. |
Skill Group Name |
Derived from: Skill_Group.EnterpriseName. The agent skill group's enterprise name. |
DateTime |
Derived from: Agent_Skill_Group_Interval.DateTime. The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. |
COMPLETED TASKS |
|
Handled |
Derived from: Agent_Skill_Group_Interval.CallsHandled. The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval. |
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 were 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) that calls were put on hold in the interval, for all incoming calls that included hold time. |
Aban Rings |
Derived from: Agent_Skill_Group_Interval.AbandonRingCalls. For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. |
RONA |
Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls. The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. |
Aban Hold |
Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls. The number of calls to the agent that were abandoned while the call was 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 were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates when the call that was 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 the 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 skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. |
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 Duration |
Derived from: Agent_Interval.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_Interval.LoggedOnTime. The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's 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_Interval.AvailTime/Agent_Interval.LoggedOnTime. The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. |
%Not Ready |
This is a calculated field, derived from: Agent_Interval.NotReadyTime / Agent_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. Applies to all skill groups. |
%Reserved |
This is a calculated field, derived from: Agent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime. The percentage of time that the agent spent in Reserved state waiting for task from this skill group in relation to LoggedOnTime. |
%Wrap Up |
This is a calculated field, derived from: (Agent_Skill_Group_Interval.WorkReadyTime +Agent_Interval. WorkNotReadyTime)/Agent_Interval.LoggedOnTime. The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing calls to/from this skill group in relation to LoggedOnTime. |
%Busy Other |
This is a calculated field, derived from: Agent_Skill_Group_Interval.BusyOtherTime/ Agent_Interval.LoggedOnTime. The percentage of time that the agent spent in the BusyOther state in relation to LoggedOnTime. The agent state time percentages in the Report Summary row only adds up to 100% after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance. |
Use this report to identify how agents are spending their time when they are not handling contacts. Not Ready reason codes can be used for agents to identify this time via numeric codes for things like Break, Training or Follow up. This report can be used to identify which Not Ready states have been used and how much time has been spent in each of them.
Query: This report data is built from an Anonymous Block.
Views: This report only has a grid view.
Grouping: This report is grouped and sorted by Agent Name and then by Logon Date Time.
Value List: Agent
Note: The report returns accurate data for COMPLETED Not Ready activity only. Rows in the report marked with an asterisk (*) have incomplete data.
The report summarizes states by login date time. Therefore, you might see one row for an agent's entire login session rather than individual rows for each state change.
Important: To report on Agent Not Ready reason codes, configure the Not Ready Reason codes in the ICM Configuration Manager AND on the agent desktop software (Computer Telephony Integration (CTI) or Cisco Agent Desktop).
In a Unified CCE environment, ensure that agent event detail is enabled on the peripheral. It is enabled by default in the ICM Configuration Manager only for the Unified CCE peripheral.
Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are:
Current fields are those fields that appear by default in a report generated from the stock template.
Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
Agent Name |
The first and last name of the agent. Derived from: Person.LastName "," Person.FirstName |
Log On Date Time |
The date and time the agent logged in, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. This is a calculated field derived from: (Agent_Logout.LogoutDateTime - Agent_Logout.LoginDuration). |
Log On Duration |
The date and time the agent logged in, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. This is a calculated field derived from: (Agent_Logout.LoginDuration). |
Reason Code |
A code and text (if configured) from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0. This is a calculated field derived from: Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.ReasonCode. |
Duration |
The amount of time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Not Ready state for the given reason. Derived from: Agent_Event_Detail.Duration. |
% Log On Duration |
The percent of the agent's total login session that the agent spent in the Not Ready state for the given reason. Derived from: Agent_Logout.LoginDuration. |
% Not Ready |
The percentage of time an agent spent in each Not Ready state relative to the other Not Ready states. This is a calculated field derived from: Derived from: ((Agent_Event_Detail.Duration / (sum of Agent_Event_Detail.Duration for all not ready reason codes)). |
Report Summary: This report has a summary row for Agent Name and a report summary for all data. For more information, see Report summary rows.
This illustration is a sample of the report generated from the Agent Not Ready Detail template.
Use this report to review the outcome of calls by Precision Queue and agent state percentages per Precision Queue. This report is comparable to the Agent Skill Group Historical report..
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:
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.
Current fields are those fields that appear by default in a report generated from the stock template.
Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
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 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. 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_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_Interval.NotReadyTime / Agent_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 a 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. 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 Report summary rows.
The following illustrations are a sample of the report generated from the Agent Precision Queue Historical All Fields template.
Use this report to show call dispositions and state time percentages for agents who have been assigned both skills and attributes.
Query: This report data is built from an Anonymous Block.
Views: This report only has a grid view.
Grouping: This template is grouped by agent name and then by Skill Group Name/Precision Queue Name.
Value List: Agent
Historical Key Field: AgentID
Current fields are those fields that appear by default in a grid view generated from the stock template.
Current fields are listed in the following table in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
Agent Name |
This is a calculated field, derived from: Person.LastName+ "," +Person.FirstName. The first and last name of the agent. |
Precision Queue / Skill Group Name |
Derived from: Skill_Group.EnterpriseName or Precision_Queue.EnterpriseName The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name. |
Attributes |
The attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes). |
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. |
DateTime |
Derived from: Agent_Skill_Group_Interval.DateTime. The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. |
COMPLETED TASKS |
|
Handled |
Derived from: Agent_Skill_Group_Interval.HandledCallsTalkTime. The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval. |
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 were 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) that calls were put on hold in the interval, for all incoming calls which included hold time. |
Aban Rings |
Derived from: Agent_Skill_Group_Interval.AbandonRingCalls. For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. |
RONA |
Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls. The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. |
Aban Hold |
Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls. The number of calls to the agent that were abandoned while the call was 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 were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an Interactive Voice Response (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 an the 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 skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. |
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 Duration |
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 skill group in relation to the agent's LoggedOnTime. |
% Hold |
This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime. The percentage of time that the agent has 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_Interval.AvailTime /Agent_Interval.LoggedOnTime). The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. |
% Not Ready |
This is a calculated field, derived from: (Agent_Interval.NotReadyTime / Agent_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. Applies to all skill groups. |
% 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 Reserved state waiting for a task from this skill group 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 Wrap-up state after an incoming or outgoing calls to/from this skill group 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 has spent in the BusyOther state in relation to LoggedOnTime. The agent state time percentages in the Report Summary row only adds up to 100% after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance. |
Report Summary: There is a summary for all data except %BusyOther. See Report summary rows.
This illustration is a sample of the report generated from the Agent Queue Interval template.
Agent Skill Group Historical All Fields shows call dispositions and agent state percentages grouped by skill and then agent.
Note: This report is the same report as the Agent Team Historical All Fields report except that this report is first sorted by skill group rather than by agent.
Views: This report only has a grid view.
Grouping: This report is grouped and sorted by Skill Group Name and then by Agent Name.
Value List: Skill Group
Available fields for this report include the fields that appear by default as Current.
In addition to the fields that appear 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 that were answered and have completed wrap-up by agentsin the skill group during the interval.
All fields but one take their value directly from the database.
The one exception is Wrap Time, which is a calculated field derived from: (Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime).
Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up on incoming and outgoing tasks in the interval.
Current fields are those fields that appear by default in a report generated from the stock template.
Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
Skill Group Name |
Derived from: Skill_Group.EnterpriseName. The agent skill group's enterprise name. |
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 selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. |
COMPLETED TASKS |
|
Handled |
Derived from: Agent_Skill_Group_Interval. CallsHandled. The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval. |
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 were 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) that calls were put on hold in the interval, for all incoming calls that included hold time. |
Aban Rings |
Derived from: Agent_Skill_Group_Interval.AbandonRingCalls. For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. |
RONA |
Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls. The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. |
Aban Hold |
Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls. The number of calls to the agent that were abandoned while the call was 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 were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates when the call that was 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 the Unified CCE without an 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 skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. |
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 skill group in relation to the agent's 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_Interval. AvailTime/Agent_Interval.LoggedOnTime). The percentage of time that the agent spent in the Not Active or Available state in relationtoLoggedOnTime. Applies to all skill groups. |
% Not Ready |
This is a calculated field, derived from: (Agent_Interval.NotReadyTime / Agent_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. Applies to all skill groups. |
% 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 Reserved state waiting for task from this skill group 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 Wrap-up state after an incoming or outgoing calls to/from this skill group 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. The agent state time percentages in the Report Summary row only adds up to 100% after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance. |
Report Summary: There is a summary for Skill Group Name and a report summary for all data. For more information, see Report summary rows.
This illustration is a sample of the report generated from the Agent Skill Group Historical All Fields template.
Use the Agent Team Historical report to view call distribution and agent state percentages by team.
Views: This report only has a grid view.
Query: This report data is built from a Database Query.
Grouping: This template is grouped and sorted by Agent Team Name, and then by Supervisor, and then by Agent Name.
Value List: Agent Team
Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated directly from the Agent_Skill_Group_Interval table. For example, Aban Calls Ring Time is derived from Agent_Skill_Group_Interval.AbandRingCalls.
Two exceptions are:
Other tables used for Available fields in this report are:
Current fields are those fields that appear by default in a report generated from the stock template.
Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
Agent Team Name |
Derived from: Agent_Team.EnterpriseName. The Enterprise Name of the Agent Team. |
Supervisor |
Derived from: Person.LastName + ' ' + Person.FirstName. The agent teams' primary supervisor. |
Agent Name |
Derived from: Person.LastName "," Person.FirstName. The last and first name of the agent. |
DateTime |
|
COMPLETED TASKS |
|
Handled |
The number of tasks this agent handled. Derived from: Agent_Skill_Group_Interval.CallsHandled. |
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, measured in HH:MM:SS (hours, minutes, seconds). |
Held Tasks |
Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold. The number of incoming calls to this agent that were placed on hold. |
Avg Hold |
The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold, for all incoming calls that included hold time. This is a calculated field derived from: (Agent_Skill_Group_Interval.IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold). |
Aban Rings |
Derived from: Agent_Skill_Group_Interval.AbandonRingCalls. For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. |
RONA |
Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls. The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer. |
Aban Hold |
Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls. The number of calls to the agent that were abandoned while the call was 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 were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing. This value is updated when the agent completes the call. |
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 skill group. This includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer. |
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 Duration |
Derived from: Agent_Interval.LoggedOnTime. The total time in 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_Interval.LoggedOnTime). The percentage of time that the agent spent talking on calls in this skill group 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 has 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_Interval.AvailTime / Agent_Interval.LoggedOnTime). The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. |
% Not Ready |
This is a calculated field derived from: (Agent_Interval.NotReadyTime / Agent_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. Applies to all skill groups. |
% Reserved |
This is a calculated field derived from: (Agent_Skill_Group_Interval.ReservedStateTime / Agent_Interval.LoggedOnTime. The percentage of time that the agent spent in Reserved state waiting for a task from this skill group in relation to LoggedOnTime. |
% Wrap Up |
This is a calculated field derived from: ((Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime ) / Agent_Interval.LoggedOnTime). The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing calls to/from this skill group in relation to LoggedOnTime. |
Report Summary: There is a summary row for Agent Team Name, a summary row for each Supervisor and a report summary for all data. For more information, see Report summary rows.
This illustration is a sample of the report generated from the Agent Team Historical All Fields template.
Use Call Type Abandon Answer Distribution to identify where in the routing, callers are abandoning and to identify the typical wait times for callers.
Views: This report only has a grid view.
Grouping: This report is grouped and sorted by Call Type Name.
Value List: Call Type
Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the following tables.
These Available fields are from the Call_Type_Interval table:
These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html:
int1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.
Current fields are those fields that appear by default in a report grid view generated from the stock template.
Current fields are listed here in the order (left to right) in which they appear by default in the stock template.
The headings for the Interval fields are dynamic headers; they show the intervals you defined.
Column (Field) |
Description |
---|---|
Call Type Name |
The enterprise name for the call type. Derived from Call_Type.EnterpriseName. |
Date Time |
The date and time when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. For every interval in the selected time period there is summary row for each selected call type. Derived from: Call_Type_Interval.DateTime. |
ASA |
Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime/ Call_Type_Interval.CallsAnswered. |
Avg Aban Delay |
The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone. This is a calculated field, derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband. |
Int 1 Ans and Aban |
The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08. Derived from: Call_Type_Interval.AnsInterval(1) and Call_Type_Interval.AbandInterval(1). |
Int 2 Ans and Aban |
The number of calls answered/abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38. Derived from: Call_Type_Interval.AnsInterval(2) and Call_Type_Interval.AbandInterval(2). |
Int 3 Ans and Aban |
The number of calls answered/abandoned between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38. Derived from: Call_Type_Interval.AnsInterval(3) and Call_Type_Interval.AbandInterval(3). |
Int 4 Ans and Aban |
The number of calls answered/abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds. For example: 01:38 - 03:08. Derived from: Call_Type_Interval.AnsInterval(4) and Call_Type_Interval.AbandInterval(4). |
Int 5 Ans and Aban |
The number of calls answered/abandoned between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: 03:08 - 05:08. Derived from: Call_Type_Interval.AnsInterval(5) and Call_Type_Interval.AbandInterval(5). |
Int 6 Ans and Aban |
The number of calls answered/abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08. Derived from: Call_Type_Interval.AnsInterval(6) and Call_Type_Interval.AbandInterval(6). |
Int 7 Ans and Aban |
The number of calls answered/abandoned between interval 6 and interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: 08:08 - 13:08. Derived from: Call_Type_Interval.AnsInterval(7) and Call_Type_Interval.AbandInterval(7). |
Int 8 Ans and Aban |
The number of calls answered/abandoned between interval 7 and interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: 13:08 - 23:08. Derived from: Call_Type_Interval.AnsInterval(8) and Call_Type_Interval.AbandInterval(8). |
Int 9 Ans and Aban |
The number of calls answered/abandoned between interval 8 and interval 9. The system default interval 9 is 1200 seconds (20 minutes). For example: 23:08 - 43:08. Derived from: Call_Type_Interval.AnsInterval(9) and Call_Type_Interval.AbandInterval(9). |
> Int 9 Ans and Aban |
The number of calls answered/abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08. Derived from: Call_Type_Interval.AnsInterval(10) and Call_Type_Interval.AbandInterval(10). |
MaxCallsQueued |
The maximum number of calls in queue for this call type during this interval. Derived from : Call_Type_Interval. MaxCallsQueued. |
MaxCallWaitTime |
The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval. Derived from : Call_Type_Interval. MaxCallWaitTime. |
Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totals for the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns. For more information, see Report summary rows.
This illustration is a sample of the report generated from the Call Type Abandon/Answer Distribution Historical Report template.
Use Call Type Historical All Fields to view incoming calls/contacts, key statistics like Average Speed of Answer and Service Level, and call disposition information.
Views: This report has a grid view and a pie chart view.
Grouping: By call type and then by date and time.
Value List: Call Type
Available fields for the grid view for this report include the fields that appear by default as Current. Additional Available fields in this report are taken directly from the Call_Type_Interval table.
The exception is BucketIntervalID, which is from the Bucket_Intervals table, as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.
Current fields are those fields that appear by default in the grid view for this report.
Current fields are listed here in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
Call Type Name |
The enterprise name for the call type. Derived from Call_Type.EnterpriseName. |
DateTime |
The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Call_Type_Interval.DateTime. |
SL |
Service Level Type used to calculate Service level for the interval. Derived from: Call_Type_Interval.ServiceLevel. |
Aban Within SL |
The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes. Derived from: Call_Type_Interval.ServiceLevelAband. |
ASA |
Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime / Call_Type_Interval.CallsAnswered. |
TASKS |
|
Offered |
Tasks that were offered to this call type during the interval. Derived from: Call_Type_Interval.CallsOffered. |
Assigned from Q |
The number of tasks of the call type assigned from the queue to be routed in the interval. Derived from: Call_Type_Interval.RouterQueueCalls. |
Answered |
The total number of calls of this call type answered by agents in the interval. Derived from: Call_Type_Interval.CallsAnswered. |
AWT |
Answer Wait Time. The answer wait time in seconds for all calls that were handled for the call type during the interval. Derived from Call_Type_Interval.AnswerWaitTime. |
COMPLETED TASKS |
|
Handled |
The total number of tasks handled to completion for the call type in the interval. Derived from: Call_Type_Interval.CallsHandled. |
Aban |
The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This value also includes abandons for calls that are not in the queue; for example, when the caller hangs up while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls. Derived from: Call_Type_Interval.TotalCallsAband. |
Return |
The number of tasks of the call type that routed to Return nodes in the interval. This is a calculated field, derived from: Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ReturnRelease. |
Default Treatment |
The number of tasks of the call type that were given default treatment or end nodes in the interval. Derived from: Call_Type_Interval.ICRDefaultRouted. |
Network Routed |
The number of tasks of the call type that were routed by the carrier in the interval. For pre-routed calls, the carrier decides where to route the call. Derived from: Call_Type_Interval.NetworkDefaultRouted. |
Flow Out |
The number of tasks of the call type that flowed out of the call type to another call type in the interval. Derived from: Call_Type_Interval.OverflowOut. |
Calls Error |
The number of calls for this call type that had errors or were incomplete in the interval. This is a calculated field, derived from: Call_Type_Interval.ErrorCount + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.AgentErrorCount. |
Other |
The number of tasks of the call type that are Short, were routed to non Agent targets, or were redirected in the interval. This is a calculated field, derived from: Call_Type_Interval.CallsRONA + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls. |
% Queued |
The percentage of all handled tasks of the call type that were queued in the interval. This is a calculated field, derived from: (Call_Type_Interval.CallsHandled / Call_Type_Interval.CallsHandled). |
% Aban |
The percentage of all the tasks that came in to the call type in the interval that were abandoned. This is a calculated field, derived from: (Call_Type_Interval.TotalCallsAband / (Call_Type_Interval.CallsHandled+ Call_Type_Interval.TotalCallsAband + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ICRDefaultRouted + Call_Type_Interval.NetworkDefaultRouted + Call_Type_Interval.OverflowOut + Call_Type_Interval.CallsRONA + Call_Type_Interval.ReturnRelease + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls+ Call_Type_Interval.ErrorCount + Call_Type_Interval.AgentErrorCount ). |
Avg Aban Delay |
The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone. This is a calculated field. |
Short Calls |
The number of calls abandoned during the Call_Type Abandon Call Wait Time. Calls abandoned after this time period are counted as Abandoned, not Short Calls. Derived from: Call_Type_Interval.ShortCalls. |
MaxCallsQueued |
The maximum number of calls in queue for this call type during this interval. Derived from : Call_Type_Interval. MaxCallsQueued. |
MaxCallWaitTime |
The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval. Derived from : Call_Type_Interval. MaxCallWaitTime. |
Report Summaries
This illustration is a sample of the report generated from the Call Type Historical All Fields Report template.
Reports generated from this template show the summary statistics for Skill Groups and Precision Queues within Call Type ID. This information is useful for tying queues to resources and for forecasting and scheduling.
Note: For Unified CCE, the presence of certain data depends on the use of Enterprise Queuing and on whether Translation Routing is implemented.
Views: This report only has a grid view.
Grouping: By call type and then by date and time.
Value List: Call Type
Available fields for this report include the fields that appear by default as Current.
Additional Available fields in this report are taken directly from the Call_Type_Skill_Group_Interval table.
Current fields are those fields that appear by default in a report grid view generated from the stock template.
Current fields are listed here in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
Call Type Name |
Derived from Call_Type.EnterpriseName. The enterprise name for the call type. |
Precision Queue / Skill Group Name |
Derived from: Skill_Group.Enterprise or Precision_Queue.EnterpriseName The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name |
DateTime |
Derived from: Call_Type_Skill_Group_Interval.DateTime. The date and time for the data of 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. |
Handled |
Derived from: Call_Type_Skill_Group_Interval.CallsHandled. The total number of tasks handled to completion for the call type in the interval. |
AHT |
The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This is a calculated field, derived from: Call_Type_Skill_Group_Interval.Handle Time / Call_Type_Skill_Group_Interval.CallsHandled. |
%Queued |
The percentage of all handled tasks of the call type that were queued in the interval. This is a calculated field, derived from Call_Type_Skill_Group_Interval. CallsQHandled /Call_Type_Skill_Group_Interval.CallsHandled. |
SL |
Derived from: Call_Type_Skill_Group_Interval.ServiceLevel. Service Level Type used to calculate Service level for the interval. |
ASA |
Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This is a calculated field, derived from: Call_Type_Skill_Group_Interval.AnswerWaitTime / Call_Type_Skill_Group_Interval.CallsAnswered. |
Aban Within SL |
Derived from: Call_Type_Interval.ServiceLevelAband. The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes. |
Aban in Queue |
Derived from: Call_Type_Skill_Group_Interval.RouterCalls AbandQ. The number of calls to the call type that were abandoned in the Router queue during the interval. |
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. |
Report Summaries
The summary line displays the maximum for MaxCallsQueued and MaxCallWaitTime.
The following illustration is a sample of the report generated from the Call Type Queue Interval All Fields Report template.
Reports generated from this template show the summary statistics for Call Types and Skill Groups within each Call Type during the interval.
Query: This report data is built from a Database Query.
Views: This report has only a grid view.
Grouping: By Call Type Name, and then by Skill Group Name, and then by date and time.
Value List: Call Type
Available fields for this report include the fields that appear by default as Current.
Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.
Current fields are those fields that appear by default in a report grid view generated from the stock template. You can change them.
Current fields are listed here in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
Call Type Name |
Derived from: Call_Type_SG_Interval.EnterpriseName. The enterprise name for the call type. |
Skill Group Name |
Derived from: Skill_Group.Enterprise or Precision_Queue.EnterpriseName The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name |
DateTime |
Derived from: Call_Type_SG_Interval.DateTime. The date and time for the data of a selected row |
Handled |
Derived from: Call_Type_SG_Interval.CallsHandled. The total number of tasks handled to completion for the call type in the interval. |
AHT |
The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This is a calculated field, derived from: Call_Type_SG_Interval.Handle Time/Call_Type_SG_Interval.CallsHandled. |
%Queued |
The percentage of all handled tasks of the call type that were queued in the interval. This is a calculated field, derived from Call_Type_SG_Interval.CallsQHandled /Call_Type_SG_Interval.CallsHandled. |
SL |
Derived from: Call_Type_SG_Interval.ServiceLevel. The Service Level Type used to calculate Service level for the interval. |
ASA |
Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This is a calculated field, derived from: Call_Type_SG_Interval.AnswerWaitTime/Call_Type_SG_Interval.CallsAnswered. |
Aban within SL |
Derived from: Call_Type_SG_Interval.ServiceLevelAband. The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes. |
Aban in Queue |
Derived from: Call_Type_SG_Interval.RouterCallsAbandQ. The number of calls to the call type that were abandoned in the Router queue during the interval. |
MaxCallsQueued |
Derived from: Call_Type_SG_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. |
MaxCallWaitTime |
Derived from: Call_Type_SG_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. |
Report Summaries: The summary line displays the averages from AHT, ASA, and %Queued; and totals for Handled, Aban within SL, and Aban in Queue.
Use this report to determine the business of the Cisco IVR and to evaluate information like percentage busy to help with IVR capacity planning.
Default Sort Order: By IVR port trunk group and then by date and time.
Views: This report only has a grid view.
Grouping: by IVR Ports
Value List: Trunk
Database Schema Tables from which data is retrieved: Trunk Group and Trunk_Group_Half_Hour.
Additional Available fields for this template are populated from the Trunk Group and Trunk_Group_Half_Hour tables as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.
Current fields are those fields that appear by default in a grid view report generated from the stock template.
Column (Field) |
Description |
---|---|
IVR Ports |
The name of the IVR port used by the trunk group. Derived from: Trunk_Group.EnterpriseName. |
DateTime |
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Trunk_Group_Half_Hour.DateTime. |
Ports |
The number of ports in the group in service at the end of the interval. Derived from: Trunk_Group_Half_Hour.TrunksInService. |
% Busy |
The percentage of time that the trunk groups in service were in use in the interval (for Inbound Only). Derived from: Trunk_Group_Half_Hour.InUseInboundTime / Trunk_Group_Half_Hour.InServiceTime. |
All Ports Busy |
The total time, in HH:MM:SS (hours, minutes, seconds), in the interval, that all ports in the group were busy. Derived from: Trunk_Group_Half_Hour.AllTrunksBusy. |
Report Summary
This report has a Group Summary for each IVR Port for each interval. It also has a Report Summary showing all fields for all IVR Ports. For more information, see Report summary rows.
This illustration is a sample of the report generated from the IVR Ports Performance Historical Report template.
Peripheral Skill Group reports show key statistics per skill group such as average speed of answer and calls handled, as well as agent state times per skill group. Use this report to evaluate skill group performance.
Note: Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report). This includes any tasks which began before the time frame shown. However, this does not include tasks where the caller abandoned in the local ACD queue.
This report displays the same data as the Enterprise Skill Group Historical report except that this report is organized by media rather then by skill group.
Views: This report has a grid view and a stacked bar chart view.
Grouping: by Skill Group Name
Value List: Skill Group
Available fields for this report include the fields that appear by default as Current. In addition, most Available fields in this report are derived from the Skill_Group_Interval table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.
One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.
Most fields but one take their value directly from the database.
Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900).
Current fields are those fields that appear by default in a report generated from the stock template.
Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
Skill Group Name |
The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName (Enterprise_Skill_Group.EnterpriseSkillGroupID). |
DateTime |
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Skill_Group_Interval.DateTime. |
Ent Queued |
The number of tasks queued to this Skill Group in the interval. Derived from: Skill_Group_Interval.RouterCallsQueued. |
ASA |
The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the time spent by callers when placed in queue and ringing at the agent's desktop before the task is answered divided by the number of tasks answered. Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered. |
SERVICE LEVEL |
|
SL Ans |
The count of calls that are routed to the skill group or queued to the skill group in the last interval. Derived from: Skill_Group_Interval.ServiceLevelCalls. |
SL Aban |
The count of calls that are abandoned within the skill group service level threshold in the last interval. Derived from: Skill_Group_Real_Time.ServiceLevelCallsAband. |
COMPLETED TASKS |
|
Total |
The total number of tasks completed by this skill group in the interval. Derived from: (Skill_Group_Interval.CallsHandled + Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonRingCalls + Skill_Group_Interval.RedirectNoAnswer). |
Aban |
For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing). |
RONA |
The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group. Derived from: Skill_Group_Interval.LoggedOnTime. |
Handled |
The number of Routed tasks handled within this skill group in the interval. Derived from: Skill_Group_Interval.CallsHandled. |
AHT |
The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group. Derived from: Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled. |
AAT |
The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group. Derived from: Skill_Group_Interval.HandledCallsTalkTime / Skill_Group_Interval.CallsHandled. |
Aban Hold |
The number of tasks offered to the skill group that abandoned while being held or paused by the agent. The value is incremented at the time the call disconnects. Derived from: Skill_Group_Interval.AbandonHoldCalls. |
End of Completed Tasks Grouping |
|
Trans In |
The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the skill group in the interval. Derived from: Skill_Group_Interval.TransferInCallsTime. |
Trans Out |
The number of tasks this agent transferred to another agent or skill group in the interval. This includes Consultative Calls. The value is updated in the database when the transfer of the call is completed. Derived from: Skill_Group_Interval.TransferredOutCalls + Skill_Group_Interval.NetTransferredOutCalls. |
Ext Out |
For default skill groups: the number of times an agent initiated an outgoing external call in the interval. For routing skill groups: the number of times an agent initiated a transfer or conference to an external device in the interval. Derived from: Skill_Group_Interval.AgentOutCalls. |
AGENT STATE TIME |
|
Active Time |
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Active state in the interval. Derived from: Skill_Group_Interval.TalkTime. |
Hold Time |
The total time agents spent in the Hold/Paused state in this skill group, measured in HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal, although call counts are not shown in this report. Derived from: Skill_Group_Interval.HoldTime. |
Log On Duration |
The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group. Derived from: Skill_Group_Interval.LoggedOnTime. |
% Not Active |
The percentage of agents in the skill group who are NOT currently involved in tasks and who are ready to accept calls or tasks. Derived from: Skill_Group_Real_Time.Avail / Skill_Group_Real_Time.LoggedOn. |
% Not Ready |
The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Derived from: (Skill_Group_Interval.NotReadyTime / Skill_Group_Interval.LoggedOnTime). |
% Active |
The percentage of agents in the skill group who are working on incoming tasks or who are in one of the talking states. Derived from: (Skill_Group_Real_Time.TalkingIn + Skill_Group_Real_Time.TalkingOut + Skill_Group_Real_Time.TalkingOther + Skill_Group.Real_Time.TalkingAutoOut + Skill_Group.Real_Time.TalkingPreview + Skill_Group.Real_Time.TalkingReserve) / Skill_Group_Real_Time.LoggedOn. |
% Hold |
The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or interval, whichever is less. Derive from: (Skill_Group_Interval.HoldTime / Skill_Group_Interval.LoggedOnTime). |
% Reserved |
The percentage of time that agents spent working on Reserved time in relation to LoggedOnTime or interval, whichever is less. Derived from: (Skill_Group_Interval. ReservedStateTime / Skill_Group_Interval.LoggedOnTime). |
% Wrap Up |
The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in relation to LoggedOnTime or interval, whichever is less. Derived from: ((Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime) / Skill_Group_Interval.LoggedOnTime). |
% Busy Other |
The percentage of time that agents spent working on Busy Other time in relation to LoggedOnTime or interval, whichever is less. Derive from: (Skill_Group_Interval.BusyOtherTime / Skill_Group_Interval.LoggedOnTime). |
RouterMaxCallsQueued |
The maximum number of calls in queue for this call type during this interval. Derived from: Skill_Group_Interval.RouterMaxCallsQueued. |
RouterMaxCallWaitTime |
The longest time a call had to wait before it was dispositioned (abandoned,answered, and so on) in this interval. Derived from: Skill_Group_Interval.RouterMaxCallWaitTime. |
AbandonRingCalls |
The total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. The value is incremented at the time the call disconnects. Derived from: Skill_Group_Interval.AbandonRingCalls. |
CallsAnswered |
The number of calls answered by agents associated with a skill group during the reporting interval. This value is set by the PG. The number of calls answered includes only handled calls and internal calls received. The value is incremented at the time the call is answered. Derived from: Skill_Group_Interval.CallsAnswered. |
Report Summary: There is a summary for each Skill Group Name and a total report summary. The summary line displays the Max for RouterMaxCallsQueued and RouterQueueCalls. For more information, see Report summary rows.
This illustration is a sample of the report generated from the Peripheral Skill Group Historical All Fields template.
Precision Queue Abandon Answer Distribution is used to identify where in the routing, callers are abandoning and to identify the typical wait times and caller tolerance. For each precision queue, 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
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 for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.
The following fields are from the Skill_Group_Interval table:
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.
Current fields are those fields that appear by default in a report generated from the stock template.
Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Column (Field) |
Description |
---|---|
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. |
The following illustrations show examples of reports generated from the Precision Queue Abandon Answer Distribution Historical Report template.
Precision Queue Efficiency reports the efficiency and effectiveness of the Precision Queue logic by identifying the disposition of contacts per step.
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
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.
Current fields are those fields that appear by default in a report generated from the stock template.
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. |
This illustration is a sample of the report generated from the Precision Queue Efficiency All Fields template.
The Precision Queue Efficiency Drill Down report is filtered by the Precision Queue name and an absolute Date Time range. For each 15- or 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:
Use this report to evaluate Precision Queue performance and staffing. Precision Queue Interval provides key statistics per Precision Queue such as average speed of answer and contacts handled, as well agent state times. the Precision Queue interval report is comparable to Peripheral Skill Group Historical.
Views: This report only has a grid view.
Grouping: This report is grouped by Precision Queue Name.
Value List: Precision Queue
Current fields are those fields that appear by default in a report generated from the stock template.
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: Router_Queue_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: Router_Queue_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.CallsHandled + Skill_Group_Half_Hour.RouterCallsAbandQ +Skill_Group_Half_Hour.AbandonRingCalls +Skill_Group_Half_Hour.RedirectNoAnswer) 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.HandledCallsTalkTime /Skill_Group_Interval.CallsHandled 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.AbandonHoldCalls 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.TransferInCallsTime 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.TransferredOutCalls + Skill_Group_Interval.NetTransferredOutCalls 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.AgentOutCalls 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.TalkTime 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.HoldTime 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.LoggedOnTime 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_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_Interval.NotReadyTime / Agent_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 a 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. 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 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 for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.
This illustration is a sample of the report generated from the Precision Queue Interval template.
Use the Skill Group Abandon-Answer Distribution report to identify where in the skill group callers are abandoning and to identify the typical wait times for callers.
Query: This report data is built from a Database Query.
Views: This report only has a grid view.
Grouping: This report is grouped and sorted by Skill Group Name.
Value List: Skill Groups
Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the following tables.
These Available fields are from the Call_Type_Interval table:
These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html:
int1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.
Current fields are those fields that appear by default in a report grid view generated from the stock template. You can change them.
Current fields are listed here in the order (left to right) in which they appear by default in the stock template.
The headings for the Interval fields are dynamic headers; they show the intervals you defined.
Column (Field) |
Description |
---|---|
Skill Group Name |
The enterprise name of the Skill Group. Derived from:Skill_Group.EnterpriseName. |
Date Time |
The date and time when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. For every interval in the selected time period there is summary row for each selected call type. Derived from:Skill_Group_Interval.DateTime. |
ASA |
Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This is a calculated field, derived from:Skill_Group_Interval.AnswerWaitTime/ Skill_Group_Interval.CallsAnswered. |
Int 1 Ans and Aban |
The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08. Derived from:Skill_Group_Interval.AnsInterval(1) and Skill_Group_Interval.AbandInterval(1). |
Int 2 Ans and Aban |
The number of calls answered/abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38. Derived from:Skill_Group_Interval.AnsInterval(2) and Skill_Group_Interval.AbandInterval(2). |
Int 3 Ans and Aban |
The number of calls answered/abandoned between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38. Derived from:Skill_Group_Interval.AnsInterval(3) and Skill_Group_Interval.AbandInterval(3). |
Int 4 Ans and Aban |
The number of calls answered/abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds. For example: 01:38 - 03:08. Derived from:Skill_Group_Interval.AnsInterval(4) and Skill_Group_Interval.AbandInterval(4). |
Int 5 Ans and Aban |
The number of calls answered/abandoned between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: 03:08 - 05:08. Derived from:Skill_Group_Interval.AnsInterval(5) and Skill_Group_Interval.AbandInterval(5). |
Int 6 Ans and Aban |
The number of calls answered/abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08. Derived from:Skill_Group_Interval.AnsInterval(6) and Skill_Group_Interval.AbandInterval(6). |
Int 7 Ans and Aban |
The number of calls answered/abandoned between interval 6 and interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: 08:08 - 13:08. Derived from:Skill_Group_Interval.AnsInterval(7) and Skill_Group_Interval.AbandInterval(7). |
Int 8 Ans and Aban |
The number of calls answered/abandoned between interval 7 and interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: 13:08 - 23:08. Derived from:Skill_Group_Interval.AnsInterval(8) and Skill_Group_Interval.AbandInterval(8). |
Int 9 Ans and Aban |
The number of calls answered/abandoned between interval 8 and interval 9. The system default interval 9 is 1200 seconds (20 minutes). For example: 23:08 - 43:08. Derived from:Skill_Group_Interval.AnsInterval(9) and Skill_Group_Interval.AbandInterval(9). |
> Int 9 Ans and Aban |
The number of calls answered/abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08. Derived from:Skill_Group_Interval.AnsInterval(10) and Skill_Group_Interval.AbandInterval(10). |
MaxCallsQueued |
The maximum number of calls in queue for this call type during this interval. Derived from : Skill_Group_Interval. MaxCallsQueued. |
MaxCallWaitTime |
The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval. Derived from :Skill_Group_Interval. MaxCallWaitTime. |
Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totals for the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns.