Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 10.0(1)

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Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 10.0(1)

Chapter Title

Live Data Report Templates

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Updated:: January 20, 2014

Live Data Report Templates

The Live Data reports derive their data from a stream processing system that continuously pushes data to the reporting clients so reports can be updated as the events occur.

In the Live Data data flow, the peripheral gateway and router push agent and call events directly to the Live Data processing system which aggregates and processes the events in-stream and publishes the information. Unified Intelligence Center subscribes to the message stream to receive the events in real-time and push data to the reporting clients. As a result, the Live Data reports receive updates to individual report values as the changes occur and at much faster refresh rates than in the Real Time data flow.

The Live Data reports are also presented in an enhanced report viewer that provides additional features for using the reports, such as:

Add or remove columns from the grid view using a checkbox UI
Disable and enable auto-refresh to view a snapshot of the system activity without updates
Enable and disable Show Thresholds Only. When enabled, only data configured with threshold values are displayed in the report.

Related Information

Live Data report viewer

Agent Live Data

This report presents a table of selected agents showing each agent's currently active skill group, state, and call direction within each Media Routing Domain into which the agent is logged.

Data Source: This report displays attributes published by the Live Data Reporting System, which continuously processes events from the Router and Agent Peripheral Gateway. The Live Data system updates the report's individual attributes as the events occur.

Views:This report has a grid view only.

Grouping:Grouping is not supported in Live Data reports.

Agent Live Data Current Fields
Agent Live Data Available Fields
Agent Live Data Current Fields
Agent Live Data Available Fields

Agent Live Data Current Fields

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.

Report Field	Description
Agent Name	The name of the agent. Composed of Last Name, First Name.
State	The current state of the agent: Logged Out Logged On Not Ready Ready Talking Work Not Ready Work Ready Busy Other Reserved Unknown Hold Active Paused Interrupted Not Active
Duration	The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.
Domain	The media routing domain name.
Direction	The direction of the call that the agent is currently working on: 1 = In 2 = Out 3 = Other 4 = Other Out 5 = Out Reserve 6 = Out Preview 7 = Outbound Predictive All other values = Not Applicable
Reason	A code received from the peripheral that indicates the reason for the agents last state change. If 0, displays None.
Precision Queue/Skill Group	The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task. If not applicable, the column is left blank.
Attributes	The names of the attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).

Agent Live Data Available Fields

Available fields are the fields that are visible in the All Fields view. You can use the column selection tool to add or remove fields from the report.

Report Field	Description
Agent Name	The name of the agent. Composed of Last Name, First Name
Team Name	The Enterprise Name of the Agent Team.
State	The current state of the agent. Logged Out Logged On Not Ready Ready Talking Work Not Ready Work Ready Busy Other Reserved Unknown Hold Active Paused Interrupted Not Active
Duration	The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.
Reason	A code received from the peripheral that indicates the reason for the agents last state change. If not defined, Reason is None.
Precision Queue/Skill Group	The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task.
Router Calls Queued Now	Number of calls currently queued at the router.
Longest Call in Queue	The length of time the longest queued call on the routing media has been queued, measured in HH:MM:SS (hours, minutes, seconds) format.
Domain	The media routing domain name.
Direction	The direction of the call that the agent is currently working on: Not Applicable In (inbound task - non voice tasks are always inbound). Out (outgoing external task). Other (outgoing or incoming internal task). Not Applicable (if the logged in agent is not active in the skill group).
Destination	The type of outbound task on which the agent is currently working. 1 = ACD 2 = Direct 3 = Auto Out 4 = Reserve 5 = Preview All other values = Not Applicable
Routable	Calls can be routed to the agent: 1 = Yes All other values = No
Tasks in Progress	The number of tasks currently queued for the skill group.
Max Tasks	The maximum number of tasks that may be assigned to an agent.
Device Type	The kind of phone being used: 0 = Local agent; normal ACD/Unified CCE phone or non-voice task. 1 = Remote phone, call by call (Mobile agent's phone is connected for each incoming call). 2 = Remote phone, nailed connection (Mobile agent calls and logs in once; line remains connected through multiple calls).
Available in MRD	Whether or not the agent is available to accept a task in this Media Routing Domain: NO (Not available) YES_ICM (Unified ICM available in media routing domain) YES_APP (Application available in media routing domain) All other values = No An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not working on a non-interruptible task in another MRD. If an agent is Unified ICM-available, then the Unified ICM can assign tasks to the agent. If an agent is Application-available, then the application can assign tasks to the agent. In the former case, only the Unified ICM can assign tasks to the agent. In the latter, only the application can assign tasks to the agent.
Request Supervisor Assist	Whether or not the agent requested supervisor assistance: 1 = Yes All other values = No
Precision Queue Attributes	The attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).
Extension	The phone extension into which the agent is logged.
Remote Address	Remote address associated with this MRD (remote extension used for Mobile Agents).
Last Level Change	The date and time of the agent's last task level change in this MRD. Chat agents have a maximum number of open slots. The task level changes when the number of open slots changes as a result of the number of calls in progress changing (the number of open slots = the maximum number of tasks - calls in progress). This applies to all other agents as well, however, the task level is always 0 or 1.
Last Mode Change	The date and time of the agent last mode change in this MRD. An agent has a mode with respect to each Media Routing Domain the agent is logged in to. These modes are either routable or not routable. If the mode is routable, the Unified ICM controls the agent and assigns tasks to the agent. When an agent is routable for an MRD, an application instance (for example: Unified EIM or Unified WIM) will not allow the agent to work on a task unless Unified ICM assigns the task. If the mode is not routable, the application instance (for example: Unified EIM) controls the agent and assigns tasks to the agent. The software tracks the agent activity by monitoring Offer Task, Start Task, and other messages from the application that describe the task the agent is working on. For Unified EIM and Unified WIM, an agent mode never changes. Each agent is either always routable or always not routable for the Unified EIM and Unified WIM MRDs. An agent mode is always routable with respect to the voice MRD.
Last State Change	The date and time of the agent's last state change in this MRD.
Login	The date and time that the agent logged in. The format is MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.

Agent Live Data Current Fields

Report Field	Description
Agent Name	The name of the agent. Composed of Last Name, First Name.
State	The current state of the agent: Logged Out Logged On Not Ready Ready Talking Work Not Ready Work Ready Busy Other Reserved Unknown Hold Active Paused Interrupted Not Active
Duration	The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.
Domain	The media routing domain name.
Direction	The direction of the call that the agent is currently working on: 1 = In 2 = Out 3 = Other 4 = Other Out 5 = Out Reserve 6 = Out Preview 7 = Outbound Predictive All other values = Not Applicable
Reason	A code received from the peripheral that indicates the reason for the agents last state change. If 0, displays None.
Precision Queue/Skill Group	The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task. If not applicable, the column is left blank.
Attributes	The names of the attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).

Agent Live Data Available Fields

Available fields are the fields that are visible in the All Fields view. You can use the column selection tool to add or remove fields from the report.

Report Field	Description
Agent Name	The name of the agent. Composed of Last Name, First Name
Team Name	The Enterprise Name of the Agent Team.
State	The current state of the agent. Logged Out Logged On Not Ready Ready Talking Work Not Ready Work Ready Busy Other Reserved Unknown Hold Active Paused Interrupted Not Active
Duration	The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.
Reason	A code received from the peripheral that indicates the reason for the agents last state change. If not defined, Reason is None.
Precision Queue/Skill Group	The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task.
Router Calls Queued Now	Number of calls currently queued at the router.
Longest Call in Queue	The length of time the longest queued call on the routing media has been queued, measured in HH:MM:SS (hours, minutes, seconds) format.
Domain	The media routing domain name.
Direction	The direction of the call that the agent is currently working on: Not Applicable In (inbound task - non voice tasks are always inbound). Out (outgoing external task). Other (outgoing or incoming internal task). Not Applicable (if the logged in agent is not active in the skill group).
Destination	The type of outbound task on which the agent is currently working. 1 = ACD 2 = Direct 3 = Auto Out 4 = Reserve 5 = Preview All other values = Not Applicable
Routable	Calls can be routed to the agent: 1 = Yes All other values = No
Tasks in Progress	The number of tasks currently queued for the skill group.
Max Tasks	The maximum number of tasks that may be assigned to an agent.
Device Type	The kind of phone being used: 0 = Local agent; normal ACD/Unified CCE phone or non-voice task. 1 = Remote phone, call by call (Mobile agent's phone is connected for each incoming call). 2 = Remote phone, nailed connection (Mobile agent calls and logs in once; line remains connected through multiple calls).
Available in MRD	Whether or not the agent is available to accept a task in this Media Routing Domain: NO (Not available) YES_ICM (Unified ICM available in media routing domain) YES_APP (Application available in media routing domain) All other values = No An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not working on a non-interruptible task in another MRD. If an agent is Unified ICM-available, then the Unified ICM can assign tasks to the agent. If an agent is Application-available, then the application can assign tasks to the agent. In the former case, only the Unified ICM can assign tasks to the agent. In the latter, only the application can assign tasks to the agent.
Request Supervisor Assist	Whether or not the agent requested supervisor assistance: 1 = Yes All other values = No
Precision Queue Attributes	The attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).
Extension	The phone extension into which the agent is logged.
Remote Address	Remote address associated with this MRD (remote extension used for Mobile Agents).
Last Level Change	The date and time of the agent's last task level change in this MRD. Chat agents have a maximum number of open slots. The task level changes when the number of open slots changes as a result of the number of calls in progress changing (the number of open slots = the maximum number of tasks - calls in progress). This applies to all other agents as well, however, the task level is always 0 or 1.
Last Mode Change	The date and time of the agent last mode change in this MRD. An agent has a mode with respect to each Media Routing Domain the agent is logged in to. These modes are either routable or not routable. If the mode is routable, the Unified ICM controls the agent and assigns tasks to the agent. When an agent is routable for an MRD, an application instance (for example: Unified EIM or Unified WIM) will not allow the agent to work on a task unless Unified ICM assigns the task. If the mode is not routable, the application instance (for example: Unified EIM) controls the agent and assigns tasks to the agent. The software tracks the agent activity by monitoring Offer Task, Start Task, and other messages from the application that describe the task the agent is working on. For Unified EIM and Unified WIM, an agent mode never changes. Each agent is either always routable or always not routable for the Unified EIM and Unified WIM MRDs. An agent mode is always routable with respect to the voice MRD.
Last State Change	The date and time of the agent's last state change in this MRD.
Login	The date and time that the agent logged in. The format is MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.

Agent Skill Group Live Data

This report shows all skill group activity for the selected agents, showing each agent's skill group, state, and call direction within each skill group and Media Routing Domain into which the agent is logged.

Views:This report has a grid view only.

Grouping:Grouping is not supported in Live Data reports.

Agent Skill Group Live Data Current Fields
Agent Skill Group Live Data Available Fields
Agent Skill Group Live Data Current Fields
Agent Skill Group Live Data Available Fields

Agent Skill Group Live Data Current Fields

Report Field	Description
Precision Queue/Skill Group	The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task. If not applicable, the column is left blank.
Agent Name	The name of the agent.
State	The current state of the agent.
Duration	The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.
Domain	The media routing domain name.
Direction	The direction of the call that the agent is currently working on: 1 = In 2 = Out 3 = Other 4 = Other Out 5 = Out Reserve 6 = Out Preview 7 = Outbound Predictive All other values = Not Applicable
Reason Code	A code received from the peripheral that indicates the reason for the agents last state change. If 0, displays None.
Login	The date and time the agent logged in with the given set of skills, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.
Destination	The type of outbound task on which the agent is currently working. 1 = ACD 2 = Direct 3 = Auto Out 4 = Reserve 5 = Preview All other values = Not Applicable
Precision Queue Attributes	The names of the attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).

Agent Skill Group Live Data Available Fields

Available fields are the fields that are visible in the All Fields view. You can use the column selection tool to add or remove fields from the report.

Report Field	Description
Precision Queue/Skill Group	The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task. If not applicable, the column is left blank.
Agent Name	The name of the agent. Composed of Last Name, First Name
State	The current state of the agent.
Reason Code	A code received from the peripheral that indicates the reason for the agents last state change. If not defined, Reason is None.
Duration	The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.
Domain	The media routing domain name.
Direction	The direction of the call that the agent is currently working on: Not Applicable In (inbound task - non voice tasks are always inbound). Out (outgoing external task). Other (outgoing or incoming internal task). Not Applicable (if the logged in agent is not active in the skill group).
Login	The date and time that the agent logged in. The format is MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.
Destination	The type of outbound task on which the agent is currently working. 1 = ACD 2 = Direct 3 = Auto Out 4 = Reserve 5 = Preview All other values = Not Applicable
Extension	The phone extension into which the agent is logged.
Available in MRD	Whether or not the agent is available to accept a task in this Media Routing Domain: NO (Not available) YES_ICM (Unified ICM available in media routing domain) YES_APP (Application available in media routing domain) All other values = No An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not working on a non-interruptible task in another MRD. If an agent is Unified ICM-available, then the Unified ICM can assign tasks to the agent. If an agent is Application-available, then the application can assign tasks to the agent. In the former case, only the Unified ICM can assign tasks to the agent. In the latter, only the application can assign tasks to the agent.
Device Type	The kind of phone being used: 0 = Local agent; normal ACD/Unified CCE phone or non-voice task. 1 = Remote phone, call by call (Mobile agent's phone is connected for each incoming call). 2 = Remote phone, nailed connection (Mobile agent calls and logs in once; line remains connected through multiple calls).
Team Name	The Enterprise Name of the Agent Team.
Precision Queue Attributes	The attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).
Tasks in Progress	The number of tasks currently queued for the skill group.
Max Tasks	The maximum number of tasks that may be assigned to an agent.
On Hold	Agent on hold: 1 = Yes All other values = No
Request Supervisor Assist	Whether or not the agent requested supervisor assistance: 1 = Yes All other values = No
Routable	Calls can be routed to the agent: 1 = Yes All other values = No

Agent Skill Group Live Data Current Fields

Report Field	Description
Precision Queue/Skill Group	The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task. If not applicable, the column is left blank.
Agent Name	The name of the agent.
State	The current state of the agent.
Duration	The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.
Domain	The media routing domain name.
Direction	The direction of the call that the agent is currently working on: 1 = In 2 = Out 3 = Other 4 = Other Out 5 = Out Reserve 6 = Out Preview 7 = Outbound Predictive All other values = Not Applicable
Reason Code	A code received from the peripheral that indicates the reason for the agents last state change. If 0, displays None.
Login	The date and time the agent logged in with the given set of skills, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.
Destination	The type of outbound task on which the agent is currently working. 1 = ACD 2 = Direct 3 = Auto Out 4 = Reserve 5 = Preview All other values = Not Applicable
Precision Queue Attributes	The names of the attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).

Agent Skill Group Live Data Available Fields

Available fields are the fields that are visible in the All Fields view. You can use the column selection tool to add or remove fields from the report.

Report Field	Description
Precision Queue/Skill Group	The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task. If not applicable, the column is left blank.
Agent Name	The name of the agent. Composed of Last Name, First Name
State	The current state of the agent.
Reason Code	A code received from the peripheral that indicates the reason for the agents last state change. If not defined, Reason is None.
Duration	The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.
Domain	The media routing domain name.
Direction	The direction of the call that the agent is currently working on: Not Applicable In (inbound task - non voice tasks are always inbound). Out (outgoing external task). Other (outgoing or incoming internal task). Not Applicable (if the logged in agent is not active in the skill group).
Login	The date and time that the agent logged in. The format is MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.
Destination	The type of outbound task on which the agent is currently working. 1 = ACD 2 = Direct 3 = Auto Out 4 = Reserve 5 = Preview All other values = Not Applicable
Extension	The phone extension into which the agent is logged.
Available in MRD	Whether or not the agent is available to accept a task in this Media Routing Domain: NO (Not available) YES_ICM (Unified ICM available in media routing domain) YES_APP (Application available in media routing domain) All other values = No An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the MRD, and the agent is not working on a non-interruptible task in another MRD. If an agent is Unified ICM-available, then the Unified ICM can assign tasks to the agent. If an agent is Application-available, then the application can assign tasks to the agent. In the former case, only the Unified ICM can assign tasks to the agent. In the latter, only the application can assign tasks to the agent.
Device Type	The kind of phone being used: 0 = Local agent; normal ACD/Unified CCE phone or non-voice task. 1 = Remote phone, call by call (Mobile agent's phone is connected for each incoming call). 2 = Remote phone, nailed connection (Mobile agent calls and logs in once; line remains connected through multiple calls).
Team Name	The Enterprise Name of the Agent Team.
Precision Queue Attributes	The attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes).
Tasks in Progress	The number of tasks currently queued for the skill group.
Max Tasks	The maximum number of tasks that may be assigned to an agent.
On Hold	Agent on hold: 1 = Yes All other values = No
Request Supervisor Assist	Whether or not the agent requested supervisor assistance: 1 = Yes All other values = No
Routable	Calls can be routed to the agent: 1 = Yes All other values = No

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Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 10.0(1)

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Chapter: Live Data Report Templates

Live Data Report Templates

Live Data Report Templates

Agent Live Data

Agent Live Data Current Fields

Agent Live Data Available Fields

Agent Live Data Current Fields

Agent Live Data Available Fields

Agent Skill Group Live Data

Agent Skill Group Live Data Current Fields

Agent Skill Group Live Data Available Fields

Agent Skill Group Live Data Current Fields

Agent Skill Group Live Data Available Fields

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