Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0) Cisco ICM/IP Contact Center Enterprise Edition WebView Template Reference Guide May 2004 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
CONTENTS About this Guide Objective ix Audience ix Organization ix ix Related Publications x Obtaining Documentation xii Cisco.
Contents agent23: Agent Performance Summary Half Hour Report 2-30 agent24: Agent Performance Summary Daily Report 2-34 agent25: Agent Consolidated Half Hour Report 2-38 agent26: Agent Consolidated Daily Report 2-42 agent27: Agent Historical All Fields Report 2-46 agent30: Agent Not Ready Summary Report 2-58 agent31: Agent Not Ready Detail Report 2-60 Agent by Peripheral Reports 2-63 Summary List of Agent by Peripheral reports 2-63 Example Agent by Peripheral Report 2-65 Agent by Peripheral Real-Time Report
Contents agtskg21: Agent Skill Group Task Summary Half Hour Report 2-143 agtskg22: Agent Skill Group Task Summary Daily Report 2-147 agtskg23: Agent Skill Group Performance Summary Half Hour Report 2-150 agtskg24: Agent Skill Group Performance Summary Daily Report 2-153 agtskg25: Agent Skill Group Consolidated Half Hour Report 2-156 agtskg26: Agent Skill Group Consolidated Daily Report 2-160 agtskg27: Agent Skill Group Historical All Fields Report 2-164 Agent By Team Reports 2-177 Summary List of Agent by
Contents caltyp32: Call Type Abandon/Answer Distribution Report 3-39 caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report caltyp34: Call Type Abandon/Answer Cumulative Distribution Report 3-47 caltyp35: VRU Calls Analysis Half Hour Report 3-50 caltyp36: VRU Calls Analysis Daily Report 3-53 CHAPTER 4 IPCC Peripheral Service Report Templates About IPCC Peripheral Service Reports 4-1 4-1 Summary List of IPCC Peripheral Service Templates Example IPCC Peripheral Service Report 3
Contents entskg24: Enterprise Skill Group Performance Summary Daily Report 5-44 entskg25: Enterprise Skill Group Consolidated Half Hour Report 5-47 entskg26: Enterprise Skill Group Consolidated Daily Report 5-51 entskg27: Enterprise Skill Group Historical All Fields Report 5-55 IPCC Peripheral Skill Group Reports 5-66 Peripheral Skill Group Report Summary List 5-66 Example IPCC Peripheral Skill Group Report 5-69 IPCC Peripheral Skill Group Real-Time Reports 5-69 perskg01: Peripheral Skill Group Status Real
Contents nettrk03: Network Trunk Group Real Time All Fields Report 6-11 nettrk13: Network Trunk Group Historical All Fields Report 6-14 CHAPTER 7 Application Gateway, Path, and Script Queue Reports 6-1 Example Application Gateway Report 6-2 apgate11: Application Gateway Status Half Hour Report appath01: Application Path Real Time Report 6-4 scrque01: Script Queue Node Real Time Report 6-5 CHAPTER 8 Outbound Option (Blended Agent) reports Outbound Option Real-Time Reports 6-2 7-1 7-2 Example Out
About this Guide Objective This manual describes the Cisco IPCC WebView report templates. See the WebView online help and the manuals listed in Related Publications, page x for further information. Audience This document is intended as a reference guide for Cisco ICM IP Contact Center administrators or supervisors. Organization The manual is divided into the following chapters.
About this Guide Chapter Description Chapter 3, “IPCC Call Type Report Templates” Describes the IPCC call type report templates. Chapter 4, “IPCC Peripheral Service Report Templates” Describes the IPCC service report templates. Chapter 5, “IPCC Skill Group Report Templates” Describes the IPCC skill group report templates. Chapter 6, “Trunk Group for IP-IVR Report Templates” Describes the trunk group for IP IVR report templates.
About this Guide Cisco IP Contact Center Enterprise Edition Installation and Configuration Guide Describes how to install and configure the ICM components that are used for the Cisco IP Contact Center (IPCC) solution. This manual includes installation and configuration instructions for the ICM components used in an IPCC solution.
About this Guide to meet your reporting needs. This guide does not contain information on reporting in a traditional ACD contact center environment. Cisco ICM/IP Contact Center Enterprise Edition WebView Template Design Guide Using InfoMaker Describes how to use Sybases’s InfoMaker to create custom report templates and provides instructions on how to launch these templates using WebView.
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About this Guide Definitions of Service Request Severity To ensure that all service requests are reported in a standard format, Cisco has established severity definitions. Severity 1 (S1)—Your network is “down,” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
About this Guide • Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL: http://www.ciscopress.com • Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments.
C H A P T E R 1 About IP Contact Center Reports Seven Categories of IPCC Report Templates There are seven categories of ICM reports that can be used in an IP Contact Center environment.
About IP Contact Center Reports 1-2 Custom (InfoMaker generated) Reports Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.
C H A P T E R 2 IPCC Agent Report Templates There are four categories of agent reports from which you can choose. These are mostly the same set of templates except for the way the agent is selected. Report templates with the same number in the name are usually copies of one another with some minor exceptions due to the different report category. For example, the agent20, agteam20, agtper20, and agtskg20 are similar templates.
IPCC Agent Report Templates Agent by Agent Reports Agent by Agent Reports Reporting on this grouping of agents is useful to a Contact Center Administrators with global responsibility of all agents in the Contact Center, regardless of their location. For the report, select from the displayed list of agents in your enterprise.
IPCC Agent Report Templates Template Name Agent by Agent Reports Applicable Environment Type Description agent21: Agent Task Summary Half Hour Report, page 2-23 IPCC and/or standard ACD historical table Agent task summary for selected agents, organized by the selected half hour(s). agent22: Agent Task Summary Daily Report, page 2-27 IPCC and/or standard ACD historical table Agent task summary for selected agents, organized by the selected day(s).
IPCC Agent Report Templates Template Name Agent by Agent Reports Applicable Environment Type Description agent30: Agent Not Ready Summary Report, page 2-58 IPCC and/or standard ACD historical table An overall summary of the not ready status of selected agents in a given time period. agent31: Agent Not Ready Detail Report, page 2-60 IPCC and/or standard ACD historical table Summary details of the not ready status of selected individual agent sessions in a given time period.
IPCC Agent Report Templates agent20: Agent Real Time Report agent20: Agent Real Time Report Overview: Subject 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. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
IPCC Agent Report Templates agent20: Agent Real Time Report Active Skill Group 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. Derived from: Skill_Group.EnterpriseName Agent State The current state of the agent.
IPCC Agent Report Templates agent20: Agent Real Time Report *Supv Assist Reqstd Whether or not the agent requested supervisor assistance: No Yes Derived from: Agent_Real_Time.RequestedSupervisorAssist Direction The direction of active task: In (inbound task - non voice tasks are always inbound) Out (outgoing external task) Other (outgoing internal task) Derived from: Agent_Real_Time.
IPCC Agent Report Templates agent28: Agent Real Time All Fields Report agent28: Agent Real Time All Fields Report Overview: Subject A table of all the selected agents listing all the available agent real-time report data. Note: This report is the same report as Agtskg28 report except that this report is first sorted by agent rather than by skill group. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
IPCC Agent Report Templates agent28: Agent Real Time All Fields Report Skill Group The skill group associated with the task on which the agent is 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. Derived from: Skill_Group.
IPCC Agent Report Templates agent28: Agent Real Time All Fields Report Extension The phone extension on which the agent is currently working. Derived from: Agent_Real_Time.Extension Log On DateTime The date and time the agent logged in. Derived from: Agent_Real_Time.DateTimeLogin *Supv Assist Whether or not the agent requested supervisor assistance: No Yes Derived from: Agent_Real_Time.
IPCC Agent Report Templates agent28: Agent Real Time All Fields Report *Customer Account (Outbound Option only) The account number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.CustomerAccountNumber *Campaign (Outbound Option only) The campaign ID for the campaign associated with this call. Derived from: Agent_Real_Time.CampaignID *Query Rule (Outbound Option only) The query rule belonging to the campaign identified by the CampaignID. Derived from: Agent_Real_Time.
IPCC Agent Report Templates agent28: Agent Real Time All Fields Report Available in MRD Whether or not the agent is available to accept a task in this media routing domain: NO (Not available) YES_ICM (ICM available in media routing domain) YES_APP (Application available in media routing domain) 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
IPCC Agent Report Templates agent03: Agent Media Logout Status Report Agent Historical Reports • agent03: Agent Media Logout Status Report, page 2-13 • agent04: Agent Task Detail Activity Report, page 2-15 • agent05: Agent Task Detail Performance Report, page 2-17 • agent06: Agent State Trace Detail By Events Report, page 2-21 • agent21: Agent Task Summary Half Hour Report, page 2-23 • agent22: Agent Task Summary Daily Report, page 2-27 • agent23: Agent Performance Summary Half Hour Report, p
IPCC Agent Report Templates agent03: Agent Media Logout Status Report Media The media routing domain from which the agent is logged off. Derived from: Media_Routing_Domain.EnterpriseName Agent Enterprise Name The last name and first initial of the agent and the peripheral with which the agent is associated. One agent can be logged into more than one peripheral if they are working in more than one media routing domain. Derived from: Agent.
IPCC Agent Report Templates agent04: Agent Task Detail Activity Report agent04: Agent Task Detail Activity Report Overview: Subject A table of selected agents' activity on incoming tasks, outgoing tasks, internal tasks, callback messages, and wrap-up work, gathered in half-hour increments. Note: the report time must include the agent’s whole log-on session to get accurate times for the tasks. Callback messages are relevant only for the Aspect ACD.
IPCC Agent Report Templates agent04: Agent Task Detail Activity Report Log On Duration The total time in hours, minutes, and seconds (HH:MM:SS format) that the agent was logged on during the selected interval. Derived from: Agent_Half_Hour.LoggedOnTimeToHalf Available In MRD Time The time in hours, minutes, seconds (HH:MM:SS) format that the agent was available in this media routing domain. Derived from: Agent_Half_Hour.
IPCC Agent Report Templates agent05: Agent Task Detail Performance Report *Internal Out Tasks Total Tasks The total number of internal tasks initiated by the agent during the selected interval. The value is updated when the after-task work associated with the task is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf *Internal Out Tasks Avg Time The average length of time for completed internal tasks made by the agent for the selected interval.
IPCC Agent Report Templates agent05: Agent Task Detail Performance Report Template type Historical table Default sort order By agent last name, first name, media routing domain, and skill group Drilldowns available No Schema database tables Agent Person Media_Routing_Domain Agent_Skill_Group_Half_Hour Skill_Group Agent_Half_Hour Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + ', ' + Person.
IPCC Agent Report Templates agent05: Agent Task Detail Performance Report Incoming Hold Tasks Total Tasks The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State measured during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf Incoming Hold Tasks Avg Time The average on hold time associated with tasks the agent placed on hold or paused. Derived from: (Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent05: Agent Task Detail Performance Report *Supervisor Assist Tasks Avg Time The average time in HH:MM:SS (hours, minutes, seconds) that the agent received assistance for all supervisor-assisted tasks during the interval. Derived from: (Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf / Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf) *Conference In Tasks Total Tasks The number of incoming tasks on which the agent was in conference.
IPCC Agent Report Templates agent06: Agent State Trace Detail By Events Report agent06: Agent State Trace Detail By Events Report Overview: Subject Purpose A table of agent states and task detail events for agents with agent state trace enabled. The report displays data on the event that changed an agent's state, the new agent state, and the reason for the state change. To show detail on historical agent-state changes for the selected time period.
IPCC Agent Report Templates agent06: Agent State Trace Detail By Events Report Event Name A code indicating the event that caused the agent's last state change. Derived from: Agent_State_Trace.EventName Agent State The current state of the agent.
IPCC Agent Report Templates agent21: Agent Task Summary Half Hour Report Task ID: Router Call Key Day (Applies only to non-voice media. For voice media, this field is not applicable) This and the next two fields are the task ID of the task that caused this agent state change to occur. Derived from: Agent_State_Trace.RouterCallKeyDay Task ID: Router Call Key (Applies only to non-voice media.
IPCC Agent Report Templates agent21: Agent Task Summary Half Hour Report Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups.
IPCC Agent Report Templates agent21: Agent Task Summary Half Hour Report Redirect No Answer The number of tasks offered at the agents terminal or phone that were redirected to another location because of the agent's failure to respond. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Aban While Offer 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.
IPCC Agent Report Templates agent21: Agent Task Summary Half Hour Report *Consult The number of times an agent consulted with another agent or supervisor by the conference or transfer key. This includes consulted assisted tasks. Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf *Supv Assist The number of tasks for which agents received supervisor assistance during the given interval. The value is updated in the database when the supervisor-assisted task completes.
IPCC Agent Report Templates agent22: Agent Task Summary Daily Report agent22: Agent Task Summary Daily Report Overview: Subject A table showing totals for incoming and outgoing call/task counts and call/task treatments, gathered in day increments. Note: This report displays the same information as the Agent21 report except that the data here is by day. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
IPCC Agent Report Templates agent22: Agent Task Summary Daily Report Handled The tasks handled by the skill group during the given interval. The count for handled tasks associated with a skill group is updated when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf *Internal In The number of internal tasks received by skill group agents during the given interval.
IPCC Agent Report Templates agent22: Agent Task Summary Daily Report *External Out The total number of completed outbound tasks made by agents in the skill group. The value is updated in the database when any after-task work time associated with the task is completed. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf *Internal Out The number of internal outgoing tasks that the agent made from the ACD extension.
IPCC Agent Report Templates agent23: Agent Performance Summary Half Hour Report Skill Group Summary The total for each field for each skill group. Media Summary The totals for the agent data for all skill groups in the media routing domain into which the agents were logged during the given interval. Agent Summary The total for each field for each agent. Report Summary The total for all fields for all agents in the report.
IPCC Agent Report Templates agent23: Agent Performance Summary Half Hour Report Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
IPCC Agent Report Templates agent23: Agent Performance Summary Half Hour Report Agent State Times: Active Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state during the half-hour interval. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent23: Agent Performance Summary Half Hour Report Agent State Times: Hold % The percentage of time that the agent was in the Hold/paused state in relation to LoggedOnTime or interval, whichever is less, during the given interval. Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf / Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent24: Agent Performance Summary Daily Report Report Summary The field totals for all agents in the report. agent24: Agent Performance Summary Daily Report Overview: Subject A table of selected agents showing logged on time, ASA, and time allocations across all agent states, gathered in day increments. Note: This report contains the same data as the Agent23 report except that the data is ordered by day rather than by half hour.
IPCC Agent Report Templates agent24: Agent Performance Summary Daily Report Skill Group The agent's skill group's enterprise name and skill target ID associated with the task. The ID of the skill group of the skill group from which the agent is currently working. Derived from: Skill_Group.EnterpriseName Skill_Group.SkillTargetID Date The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent24: Agent Performance Summary Daily Report Agent State Times: Active % The percentage of time that the agent has spent in the Active state in relation to LoggedOnTime or the selected interval, whichever is less. Derived from: ((Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent24: Agent Performance Summary Daily Report Agent State Times: Reserved % The percentage of time that the agent spent in Reserved state in relation to LoggedOnTime or interval, whichever is less. Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf / Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent25: Agent Consolidated Half Hour Report agent25: Agent Consolidated Half Hour Report Overview: Subject A table of selected agents showing agent call statistics and agent time allocations, gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media. Purpose To show agent half-hour activity and performance for the selected time period.
IPCC Agent Report Templates agent25: Agent Consolidated Half Hour Report Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
IPCC Agent Report Templates agent25: Agent Consolidated Half Hour Report *Completed Tasks: Transfer Out The number of calls this agent transferred to another agent or skill group. 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. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent25: Agent Consolidated Half Hour Report Agent State Times: % Not Active The percentage of time that the agent has spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf / Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent26: Agent Consolidated Daily Report agent26: Agent Consolidated Daily Report Overview: A table of selected agents showing agent call statistics and agent time allocations, gathered in day increments. Subject Note: Completed tasks are all the tasks which completed during the time shown (that is, on the row in the report) and includes any tasks or calls that began in a prior time frame but completed in the selected time.
IPCC Agent Report Templates agent26: Agent Consolidated Daily Report Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
IPCC Agent Report Templates agent26: Agent Consolidated Daily Report *Completed Tasks: External Out The number of Outgoing external calls that this agent made during this interval. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf Completed Tasks: AHT The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds). Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent26: Agent Consolidated Daily Report Agent State Times: % Not Ready The percentage of time that the agent has spent in the Not Ready state in relation to LoggedOnTime or interval, whichever is less. Applies to all skill groups. Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf / Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report agent27: Agent Historical All Fields Report Overview: Subject A table of all the selected agents listing all the available agent historical report data for the selected interval. Note: This report is the same report as the Agtskg27 report except that this report is first sorted by agent rather than by skill group. Fields applicable to a voice domain only are prefixed with an asterisk (*).
IPCC Agent Report Templates agent27: Agent Historical All Fields Report DateTime The date and time at the start of the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.DateTime Incoming Tasks Ans The number of tasks begun during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf Incoming Tasks AnsWait Time The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks begun for the call type during the half-hour interval.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report Incoming Tasks Aban Ring 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: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf Incoming Tasks Aban Hold The total number of calls that were abandoned while being held by the agent and/or the number of paused tasks the agent ended.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report Incoming Tasks Hold Time The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound tasks were placed on hold or paused during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report *OutBound Tasks Conf Out The number of conference calls the agent initiated. The conferenced out calls include ACD and non-ACD calls. The count of ConferencedOutCalls is updated in the database when the agent drops off the call or the call becomes a simple two-party call. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report agent begins after-call work for the call. It includes the HoldTime associated with the call. AgentOutCallsTalkTime is updated in the database when the after-call-work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report *Internal Tasks Int Rcvd The number of internal calls received by the agent during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report *Task Treatment Intercept (IPCC only) The number of calls intercepted by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf *Task Treatment Monitor The number of calls monitored by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf *Task Treatment Whisper The number of calls coached by the supervisor (not supported in ICM 5.0). Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report Agent Performance Resvd Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group was in the Reserved state during the half-hour interval. ReservedStateTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report *Auto Out Handle Time (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed AutoOut (predictive) calls handled by the agent in the skill group during the half-hour interval. The AutoOutCallsTimeToHalf value includes the time spent from the call being initiated to the time the agent completes any after-call work for the call.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report *Preview Handle Time (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound Preview calls handled by the agent in the skill group during the half-hour interval. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call.
IPCC Agent Report Templates agent27: Agent Historical All Fields Report *Reserve Handle Time (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed agent reservation tasks handled by the agent in the skill group during the half-hour interval. The ReserveCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call.
IPCC Agent Report Templates agent30: Agent Not Ready Summary Report Recovery Key A value used internally by the ICM software to track virtual time. Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey Interrupted Time The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted state during the half-hour interval. This data field is currently not used in the database. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agent30: Agent Not Ready Summary Report Drilldowns available No Schema database table Media_Routing_Domain Person Agent Agent_Event_Detail Reason_Code Data: Media The media routing domain into which the agent is logged. Derived from: Media_Routing_Domain.EnterpriseName Agent The agent's last and first name. Derived from: Person.LastName + ', ' + Person.
IPCC Agent Report Templates agent31: Agent Not Ready Detail Report % Logon Duration The percent of the agent's total logon session that the agent spent in the Not Ready state for the given reason. Derived from: (Agent_Event_Detail.Duration / (Agent_Event_Detail.DateTime Agent_Event_Detail.LoginDateTime)) % Not Ready The percentage of time an agent spent in each Not Ready state relative to the other Not Ready states. Derived from: ((Agent_Event_Detail.Duration / (sum of Agent_Event_Detail.
IPCC Agent Report Templates agent31: Agent Not Ready Detail Report Drilldowns available No Schema database table Media_Routing_Domain Person Agent Agent_Event_Detail Reason_Code Data: Media The media routing domain into which the agent is logged. Derived from: Media_Routing_Domain.EnterpriseName Agent The agent's last and first name. Derived from: Person.LastName + ', ' + Person.
IPCC Agent Report Templates agent31: Agent Not Ready Detail Report % Logon Duration The percent of the agent's total logon session that the agent spent in the Not Ready state for the given reason. Derived from: (Agent_Event_Detail.Duration / (Agent_Event_Detail.DateTime Agent_Event_Detail.LoginDateTime)) % Not Ready The percentage of time an agent spent in each Not Ready state relative to the other Not Ready states. Derived from: ((Agent_Event_Detail.Duration / (sum of Agent_Event_Detail.
IPCC Agent Report Templates Agent by Peripheral Reports Agent by Peripheral Reports Reporting on this grouping of agents is useful to Contact Center Administrators who have responsibility for a certain site within the enterprise. Each site is designated by one or more peripherals. For the report, select from the displayed list of peripherals in your enterprise.
IPCC Agent Report Templates Template Name Agent by Peripheral Reports Applicable Environment Type Description agtper22: Agent Peripheral Task Summary Daily Report, page 2-85 IPCC and/or standard ACD historical table Task summary for each agent within the selected peripheral(s), organized by the selected day(s).
IPCC Agent Report Templates Agent by Peripheral Reports Example Agent by Peripheral Report Beginng of Report End of Report Agent by Peripheral Real-Time Reports • agtper20: Agent Peripheral Real Time Report, page 2-66 • agtper28: Agent Peripheral Real Time All Fields Report, page 2-69 Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.
IPCC Agent Report Templates agtper20: Agent Peripheral Real Time Report agtper20: Agent Peripheral Real Time Report Overview: Subject A table of all agents on the selected peripheral(s) showing each agent's current skill group, state, and call direction. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media. Purpose To show the current agent status for all the agents connected to the selected peripheral(s).
IPCC Agent Report Templates agtper20: Agent Peripheral Real Time Report Log On DateTime The date and time that the agent logged in, measured in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Real_Time.DateTimeLogin Active Skill Group 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.
IPCC Agent Report Templates agtper20: Agent Peripheral Real Time Report *Supv Assist Reqstd Whether or not the agent requested supervisor assistance: No Yes Derived from: Agent_Real_Time.RequestedSupervisorAssist Direction The direction of the active task: In (inbound task - non voice tasks are always inbound) Out (outgoing external call) Other (outgoing internal call) Derived from: Agent_Real_Time.
IPCC Agent Report Templates agtper28: Agent Peripheral Real Time All Fields Report agtper28: Agent Peripheral Real Time All Fields Report Overview: Subject A table of all the agents on the selected peripherals listing all the available agent real-time report data. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
IPCC Agent Report Templates agtper28: Agent Peripheral Real Time All Fields Report Skill Group 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. Derived from: Skill_Group.
IPCC Agent Report Templates agtper28: Agent Peripheral Real Time All Fields Report Duration In Current State The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. Derived from: DATEDIFF(seconds, Agent_Real_Time.DateTimeLastStateChange, getdate()) Log On DateTime The date and time the agent logged on. Derived from: Agent_Real_Time.DateTimeLogin *Supv Assist Reqstd Whether or not the agent requested supervisor assistance: No Yes Derived from: Agent_Real_Time.
IPCC Agent Report Templates agtper28: Agent Peripheral Real Time All Fields Report *Customer Account (Outbound Option only) The account number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.CustomerAccountNumber *Campaign (Outbound Option only) The campaign ID for the campaign associated with this call. Derived from: Agent_Real_Time.CampaignID *Query Rule (Outbound Option only) The query rule belonging to the campaign identified by the CampaignID.
IPCC Agent Report Templates agtper03: Agent Peripheral Media Logout Status Report Task Level Change The date and time of the agent’s last task level change. Derived from: Agent_Real_Time.DateTimeTaskLevelChange Router Task Q Now The number of calls currently queued for the agent at the call router. Derived from: Agent_Real_Time.RouterCallsQueueNow Router Longest Task Q The time when the longest call in queue was queued for the agent. Derived from: Agent_Real_Time.
IPCC Agent Report Templates agtper03: Agent Peripheral Media Logout Status Report Drilldowns available No Schema database tables Agent Agent_Logout Person Peripheral Media_Routing_Domain Data: Peripheral The enterprise name and ID number of the peripheral on which the agent is working. Derived from: Peripheral.EnterpriseName Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.FirstName Media The media routing domain from which the agent is logged off.
IPCC Agent Report Templates agtper04: Agent Peripheral Task Detail Activity Report – You must enable reason code reporting by selecting the "agent event detail" check box in the ICM Configuration Manager's PG Explorer. Derived from: Agent_Logout.ReasonCode Agent Summary The total log-on duration of each agent. Report Summary The total log-on duration of all agents in the report.
IPCC Agent Report Templates agtper04: Agent Peripheral Task Detail Activity Report Data: Peripheral The enterprise name of the peripheral on which the agent is working. Derived from: Peripheral.EnterpriseName Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task.
IPCC Agent Report Templates agtper04: Agent Peripheral Task Detail Activity Report % Wrap Up Time The percentage of time that the agent spent in wrap-up on all tasks counted as handled during the interval. An agent doing wrap-up work is either in the Work Ready or Work Not Ready state. This value is measured against the total time the agent was logged on during the half-hour interval. Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf + Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper05: Agent Peripheral Task Detail Performance Report Media Summary The totals of agent data for all skill groups in a media in which the agent was logged during the given interval. Agent Summary The totals of agent data for an agent during the specified interval. Peripheral Summary The totals of agent data for all agents in all media on the peripheral during the specified interval. Report Summary The totals of agent data for all agents in the report.
IPCC Agent Report Templates agtper05: Agent Peripheral Task Detail Performance Report Agent Name The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides. Derived from: Person.LastName + "," + Person.FirstName + Agent_Skill_Group_Half_Hour.SkillTargetID Media The media routing domain into which the agent is logged for doing this type of task.
IPCC Agent Report Templates agtper05: Agent Peripheral Task Detail Performance Report *Outgoing Hold Tasks Avg Time The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with outbound tasks the agent placed on hold. Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf / Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf) *Internal Hold Tasks Total Tasks The total number of completed internal tasks the agent placed on hold for the interval.
IPCC Agent Report Templates agtper21: Agent Peripheral Task Summary Half Hour Report *Conference Out Tasks Total Tasks The number of conference calls the agent initiated. Initiated tasks include ACD and non-ACD tasks. The value is incremented when the agent drops off the call and the call becomes a simple two-party call. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper21: Agent Peripheral Task Summary Half Hour Report Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Person Peripheral Media_Routing_Domain Skill_Group Data: Peripheral The enterprise name and ID number of the peripheral on which the agent is working. Derived from: Peripheral.EnterpriseName and Peripheral.
IPCC Agent Report Templates agtper21: Agent Peripheral Task Summary Half Hour Report *Conf In The number of incoming tasks into which skill group agents were conferenced. Incoming tasks include ACD and non-ACD tasks. The value is updated in the database when the agent drops off the task or the task becomes a simple two-party task. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper21: Agent Peripheral Task Summary Half Hour Report *Conf Out The number of tasks that the skill group agent conferenced out to another agent or skill group. This includes consultative Calls. The value is updated in the database when the agent drops off the task or the task becomes a simple two-party task. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper22: Agent Peripheral Task Summary Daily Report agtper22: Agent Peripheral Task Summary Daily Report Overview: Subject A table of all agents on the selected peripheral(s) showing each agent's task activity, gathered in day increments. Note: This report displays the same data as the Agtper21 report, except the data here is broken down by day instead of by half hour. Fields applicable to a voice domain only are prefixed with an asterisk (*).
IPCC Agent Report Templates agtper22: Agent Peripheral Task Summary Daily Report Date The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Agent_Skill_Group_Half_Hour.DateTime Handled The tasks handled by the skill group during the given interval. The count for handled tasks associated with a skill group is updated when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper22: Agent Peripheral Task Summary Daily Report Aban Hold The number of ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended during the interval. Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf *External Out The total number of completed outbound tasks made by agents in the skill group.
IPCC Agent Report Templates agtper23: Agent Peripheral Performance Summary Half Hour Report *Intercept (IPCC only) The number of tasks intercepted by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf Media Summary The totals of agent data for all skill groups in a media in which the agent was logged during the given interval. Agent Summary The totals of agent data for an agent during the specified interval.
IPCC Agent Report Templates agtper23: Agent Peripheral Performance Summary Half Hour Report Data: Peripheral The enterprise name of the peripheral and its ID. Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups.
IPCC Agent Report Templates agtper23: Agent Peripheral Performance Summary Half Hour Report Agent State Times: Log On Duration The total time in HH:MM:SS (hours, minutes, seconds) that the agent was logged in during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: Active Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state during the half-hour interval. Derived from: (Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper23: Agent Peripheral Performance Summary Half Hour Report Agent State Times: Hold Time The hold time in HH:MM:SS (hours, minutes, seconds) that a call was put on hold, for calls which included hold time. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf Agent State Times: Hold % The percentage of time that the agent was in the Hold/paused state in relation to LoggedOnTime or interval, whichever is less, during the given interval.
IPCC Agent Report Templates agtper24: Agent Peripheral Performance Summary Daily Report Peripheral Summary The total of agent data for all agents in all media on the peripheral during the specified interval. Report Summary The total of summary lines for all agents in the report.
IPCC Agent Report Templates agtper24: Agent Peripheral Performance Summary Daily Report Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
IPCC Agent Report Templates agtper24: Agent Peripheral Performance Summary Daily Report Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) Agent State Times: Active % The percentage of time that the agent has spent in the Active state in relation to LoggedOnTime or the selected interval, whichever is less. Derived from: ((Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper24: Agent Peripheral Performance Summary Daily Report Agent State Times: Reserved Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the reserved state waiting for ICM routed task to arrive during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf Agent State Times: Reserved % The percentage of time that the agent spent in Reserved state in relation to LoggedOnTime or interval, whichever is less.
IPCC Agent Report Templates agtper25: Agent Peripheral Consolidated Half Hour Report Template agtper25: Agent Peripheral Consolidated Half Hour Report Template Overview: Subject A table of all agents on the selected peripheral(s) showing each agent's tasks and performance, gathered in half-hour increments. Note: Completed tasks are all the tasks all 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.
IPCC Agent Report Templates agtper25: Agent Peripheral Consolidated Half Hour Report Template Agent Name The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides. Derived from: Person.LastName + "," + Person.FirstName + Agent.SkillTargetID 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: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper25: Agent Peripheral Consolidated Half Hour Report Template Completed Tasks: AHT The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds). Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: Avg Hold Time The average hold or paused time of a task handled by the agent, measured in HH:MM:SS (hours, minutes, seconds).
IPCC Agent Report Templates agtper26: Agent Peripheral Consolidated Daily Report Agent State Times: % Reserved The percentage of time that the agent has spent in Reserved state waiting for an ICM routed task from this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf / Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper26: Agent Peripheral Consolidated Daily Report Purpose To show daily agent activity and performance for all the agents connected to the selected peripheral(s) during the selected time period.
IPCC Agent Report Templates agtper26: Agent Peripheral Consolidated Daily Report Completed Tasks: Aban While Offer 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: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper26: Agent Peripheral Consolidated Daily Report Agent State Times: Log On Duration The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Active Time The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report Agent State Times: % Busy Other The percentage of time that the agent has spent in the Busy Other state in relation to Logged On Time. Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf) Media Summary The totals of agent data for all skill groups in a media in which the agent was logged during the given interval.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Person Peripheral Skill_Group Data: Peripheral The enterprise name of the peripheral and its ID. Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID Agent Name (no label) The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which agent resides. Derived from: Person.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report *Trans Out The number of calls transferred out by the agent during the half-hour interval. The value is updated at the time the agent completes the transfer of the call. Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf *Cons Tasks The number of consultative tasks completed by the agent with at least one ACD call on hold.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report *Barge In (IPCC only) The number of calls barged in on either by the supervisor or by the agent. Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf *Intercept (IPCC only) The number of calls intercepted by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf *Monitor The number of calls monitored by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report Hand Time The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound tasks handled by the agent during the half-hour interval. The AgentOutCallsTime value includes the time spent from the task being initiated by the agent to the time the agent completes after-task work time for the task.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report Agent Performance Work Not Ready Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the Work Not Ready state during the half-hour interval. WorkNotReadyTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf Busy Other The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the BusyOther state.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report *Auto Out On Hold (Outbound Option only) The total number of completed AutoOut (predictive) calls that the agent in the skill group has placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report *Preview On Hold Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that outbound Preview calls were placed on hold by the agent in the skill group during the half-hour interval. The value is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report *Talk Preview Time (Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound Preview calls handled by the agent in the skill group during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report On Hold Calls Time Inc Tasks The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State measured during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf *On Hold Calls Time Int Tasks The total number of seconds completed internal calls were placed on hold during the half-hour interval.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report *Callback Msgs The number of callback messages processed by the agent during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf *Callback Time The number of seconds the agent spent processing callback messages during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report *Internal Tasks Int Rcvd Time The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls received by the agent during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates Agent By Skill Group Reports Agent By Skill Group Reports This grouping of agents is useful for a Contact Center Supervisor or team lead that is responsible for specific skill groups. For the report, select from the displayed list of skill groups in your enterprise. For an overview of skill groups, see About Skill Groups.
IPCC Agent Report Templates Template Name 2-116 Agent By Skill Group Reports Applicable Environment Type Description agtskg10: Outbound Option (Blended Agent) Predictive and Progressive Tasks Detail Performance Report, page 2-138 Outbound Option (IPCC and/or standard ACD) historical table Each agent's task detail data performance on predictive tasks, gathered in half-hour increments agtskg11: Outbound Option (Blended Agent) Preview Task Detail Performance Report, page 2-140 Outbound Option (IPCC
IPCC Agent Report Templates Template Name Agent By Skill Group Reports Applicable Environment Type Description agtskg10: Outbound Option (Blended Agent) Predictive and Progressive Tasks Detail Performance Report, page 2-138 Outbound Option (IPCC and/or standard ACD) historical table Each agent's task detail data performance on predictive tasks, gathered in half-hour increments agtskg11: Outbound Option (Blended Agent) Preview Task Detail Performance Report, page 2-140 Outbound Option (IPCC and/or
IPCC Agent Report Templates Template Name agtskg27: Agent Skill Group Historical All Fields Report, page 2-164 Agent By Skill Group Reports Applicable Environment Type Description IPCC and/or standard ACD historical table All the report data available from the Agent_Skill_Group_Half_Ho ur table, organized by skill groups and then by agents within the skill group. This report is for online viewing or for exporting to Excel. It is not formatted for printing.
IPCC Agent Report Templates agtskg06: Outbound Option (Blended Agent) Status Report Agent by Skill Group Real-Time Reports • agtskg20: Agent Skill Group Real Time Report, page 2-120 • agtskg28: Agent Skill Group Real Time All Fields Report, page 2-124 agtskg06: Outbound Option (Blended Agent) Status Report Overview: Subject A table of all the agents in the selected skill group(s) showing agent activity related to Outbound Option calls.
IPCC Agent Report Templates agtskg20: Agent Skill Group Real Time Report Agent State The current state of the agent. The following states can appear in this report: *Talking Active Work Ready Work Not Ready *Hold Paused States with an asterisk (*) are voice media only states. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Real_Time.
IPCC Agent Report Templates agtskg20: Agent Skill Group Real Time Report Applicable environment IPCC and/or standard ACD Template type Real-time table Default sort order By skill group name and agent name Drilldowns available No Schema database tables Agent Agent_Real_Time Media_Routing_Domain Person Skill_Group Skill_Group_Real_Time Agent_Skill_Group_Real_Time Controller_Time Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.
IPCC Agent Report Templates agtskg20: Agent Skill Group Real Time Report Agent State The current state of the agent. The following states can appear in this report: *Talking Active *Ready Not Active Work Ready Work Not Ready *Hold Paused Busy Other Reserved Not Ready The state with an asterisk (*) is a voice media only state. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state.
IPCC Agent Report Templates agtskg20: Agent Skill Group Real Time Report Direction The direction of active task: In (inbound task - non voice tasks are always inbound) Out (outgoing external task) Other (outgoing internal task) Derived from: Agent_Real_Time.Direction *Destination The type of outbound call on which the agent is currently working: None (Not Applicable) ACD Direct Auto out Reserve Preview Derived from: Agent_Real_Time.
IPCC Agent Report Templates agtskg28: Agent Skill Group Real Time All Fields Report agtskg28: Agent Skill Group Real Time All Fields Report Overview: Subject A table of all the selected skill groups listing all the available agent real-time report data. Note: This report is the same report as the Agent28 report except that this report is first sorted by skill group rather than by agent. Fields applicable to a voice domain only are prefixed with an asterisk (*).
IPCC Agent Report Templates agtskg28: Agent Skill Group Real Time All Fields Report DateTime The date and time of the selected row's data at the start of the interval in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Real_Time.DateTime Service Identifies the service for the task on which the agent is currently working. Derived from: Derived from: Service.EnterpriseName Agent State The current state of the agent.
IPCC Agent Report Templates agtskg28: Agent Skill Group Real Time All Fields Report Extension The phone extension the agent is currently working on. Derived from: Agent_Real_Time.Extension Log on Date Time The date and time the agent logged in. Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin *Supv Assist Reqstd Whether or not the agent requested supervisor assistance: No Yes Derived from: Agent_Skill_Group_Real_Time.
IPCC Agent Report Templates agtskg28: Agent Skill Group Real Time All Fields Report *Customer Account (Outbound Option only) The account number of the caller with whom the agent is speaking. Derived from: Agent_Real_Time.CustomerAccountNumber *Campaign (Outbound Option only) The campaign ID for the campaign associated with this call. Derived from: Agent_Real_Time.CampaignID *Query Rule (Outbound Option only) The query rule belonging to the campaign identified by the CampaignID.
IPCC Agent Report Templates agtskg03: Agent Skill Group Logout Status Report Task Level Change The date and time of the agent’s last task level change. Derived from: Agent_Real_Time.DateTimeTaskLevelChange Router Task Q Now The number of calls currently queued for the agent at the call router. Derived from: Agent_Real_Time.RouterCallsQueueNow Router Longest Task Q The time when the longest call in queue was queued for the agent. Derived from: Agent_Real_Time.
IPCC Agent Report Templates agtskg03: Agent Skill Group Logout Status Report Applicable environment IPCC and/or standard ACD Template type Historical table Default sort order By agent last name, first name, media, agent_enterprisename, skill group, and logon date Drilldowns available No Schema database tables Agent Agent_Skill_Group_Logout Media_Routing_Domain Person Skill_Group Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.
IPCC Agent Report Templates agtskg04: Agent Task Detail Activity Report Reason Code A code received from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0. Note: – The agent's CTIOS desk settings and CTIOS registry settings need to be configured to display the reason code. You can do this in the ICM Configuration Manager's Agent Desk Settings List tool.
IPCC Agent Report Templates agtskg04: Agent Task Detail Activity Report Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.FirstName Media The media routing domain into which the agent is logged. This is the media routing domain with which the agent's Skill Group is associated. Derived from: Media_Routing_Domain.EnterpriseName Skill Group The name of the skill group in which the agent is active. Derived from: Skill_Group.
IPCC Agent Report Templates agtskg04: Agent Task Detail Activity Report % Wrap Up The percentage of Log On duration that the agent spent in wrap-up in this skill group during the interval. An agent doing wrap-up work is either in the Work Ready or Work Not Ready state. This value is measured against the total time the agent was logged on during the interval. Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf + Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg05: Agent Task Detail Performance Report *CB Messages: Avg Time The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that were processed by the agent during the interval. Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf / Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf *CB Messages: % Time The percentage of all calls handled by the agent for the period that were callback messages.
IPCC Agent Report Templates agtskg05: Agent Task Detail Performance Report Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.FirstName Media The media routing domain into which the agent is logged. This is the media routing domain with which the agent's Skill Group is associated. Derived from: Media_Routing_Domain.EnterpriseName Skill Group The name of the skill group to which these agent is associated. Derived from: Skill_Group.
IPCC Agent Report Templates agtskg05: Agent Task Detail Performance Report *Outgoing Hold Tasks Total Tasks The total number of completed outbound tasks the agent placed on hold at least once. The value is incremented when the after-call work associated with the call is completed. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf *Outgoing Hold Tasks Avg Time The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with outbound tasks the agent placed on hold.
IPCC Agent Report Templates agtskg07: Agent Skill Group Task Analysis Report *Conference In Tasks Avg Time The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference with tasks during the interval. This value includes hold time associated with the conference tasks. Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf / Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf *Conference Out Tasks Total Tasks The number of conference calls the agent initiated.
IPCC Agent Report Templates agtskg07: Agent Skill Group Task Analysis Report Default sort order By last name, first name, media routing domain, skill group, date, and time Drilldowns available No Schema database table Agent Agent_Skill_Group_Half_Hour Media_Routing_Domain Person Skill_Group Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task.
IPCC Agent Report Templatesagtskg10: Outbound Option (Blended Agent) Predictive and Progressive Tasks Detail *Emerg Assist (IPCC only) The number of emergency assistance request tasks by the agent during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf *Supv Assist The number of supervisory assistance tasks during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg10: Outbound Option (Blended Agent) Predictive and Progressive Tasks Detail Drilldowns available No Schema database table Agent Agent_Skill_Group_Half_Hour Person Skill_Group Data: Skill Group Enterprise Name The name of the skill group. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Agent Name The last and first name of the agent. Derived from: Person.LastName + Person.
IPCC Agent Report Templatesagtskg11: Outbound Option (Blended Agent) Preview Task Detail Performance Report Reserve Tasks The total number of completed agent reservation calls made by the agent in the skill group during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templatesagtskg11: Outbound Option (Blended Agent) Preview Task Detail Performance Report Data: Skill Group The enterprise name of the skill group. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId Agent Name The last and first name of the agent. Derived from: Person.LastName + Person.
IPCC Agent Report Templates agtskg12: Outbound Option (Blended Agent) Reservation Task Detail Performance Reserve Time The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed agent reservation calls handled by the agent in the skill group during the half-hour interval. The ReserveCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call.
IPCC Agent Report Templates agtskg21: Agent Skill Group Task Summary Half Hour Report Duration The total handle time in HH:MM:SS (hours, minutes, seconds) for completed agent reservation calls handled by the agent in the skill group during the half-hour interval. Handle time includes the following three: Work Time Talk Time Hold Time The AgentReservationCallsTime measurement begins at the time the call initiates, and ends at the time the agent completes any after-call work for the call.
IPCC Agent Report Templates agtskg21: Agent Skill Group Task Summary Half Hour Report Default sort order By last name, first name, media, skill group, and then by date and time Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Media_Routing_Domain Person Skill_Group Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.FirstName Media The media routing domain into which the agent is logged during the report interval.
IPCC Agent Report Templates agtskg21: Agent Skill Group Task Summary Half Hour Report *Direct In Tasks The number of times that this agent received a direct internal or external incoming task. This includes direct tasks that were received from another agent via the transfer or conference key that dialed the agent’s extension directly without going through ICM scripting. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg21: Agent Skill Group Task Summary Half Hour Report On Hold Tasks The number of tasks completed by the agent in the given interval that were put on hold or paused. The InternalCallsOnHoldToHalf field in the following calculation applies to voice only. Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf + Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf + Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg22: Agent Skill Group Task Summary Daily Report agtskg22: Agent Skill Group Task Summary Daily Report Overview: Subject A table of all agents in the selected skill groups showing each agent's daily totals for incoming and outgoing task counts and task treatments, gathered in day increments. Note: This report contains the same data as the Agtskg21 report except that here the data is gathered by day rather than by half hour.
IPCC Agent Report Templates agtskg22: Agent Skill Group Task Summary Daily Report Log On Duration The total time period the agent was logged in measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf Handled Tasks The number of ICM routed tasks that the agent has handled. Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf Handled Time The time the agent spent on ICM routed tasks, measured in HH:MM:SS (hours, minutes, seconds) format.
IPCC Agent Report Templates agtskg22: Agent Skill Group Task Summary Daily Report *Transfer Out The number tasks this agent transferred out 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 of the call. Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf *Conf Out The number tasks that this agent conferenced out to another agent or skill group.
IPCC Agent Report Templates agtskg23: Agent Skill Group Performance Summary Half Hour Report Agent Summary The total of all agent data for each agent. Report Summary The total of all agent data for all agents in report. agtskg23: Agent Skill Group Performance Summary Half Hour Report Overview: Subject A table of all agents in the selected skill groups showing each agent's performance statistics, gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*).
IPCC Agent Report Templates agtskg23: Agent Skill Group Performance Summary Half Hour Report Skill Group The agent skill group's enterprise name and skill target ID. Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId 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: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg23: Agent Skill Group Performance Summary Half Hour Report Completed Tasks: AHT The average time spent by the agent in handling a task, measured in HH:MM:SS (hour, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: Avg Hold Time The average hold time of a task handled by the agent. Derived from: (Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg24: Agent Skill Group Performance Summary Daily Report Agent State Times: Wrap Up Time The time the agent spent in Wrap Up on incoming and outgoing calls, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf + Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg24: Agent Skill Group Performance Summary Daily Report Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups.
IPCC Agent Report Templates agtskg24: Agent Skill Group Performance Summary Daily Report *Completed Tasks: Emerg Assist (IPCC only) The number of calls that required emergency assistance. Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf *Completed Tasks: Barge In (IPCC only) The number of calls that were barged-in by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg25: Agent Skill Group Consolidated Half Hour Report Agent State Times: Not Ready The time the agent spent in the Not Ready State, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf *Agent State Times: Reserved Time The time the agent spent in the Reserved state waiting for ICM routed call to arrive, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg25: Agent Skill Group Consolidated Half Hour Report Applicable environment IPCC Template type Historical table Default sort order By last name, first name, media, skill group, and then by date and time Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Media_Routing_Domain Person Skill_Group Data: Agent Name The last and first name of the agent. Derived from: Person.LastName + "," + Person.
IPCC Agent Report Templates agtskg25: Agent Skill Group Consolidated Half Hour Report Completed Tasks: Redirect No Answer The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Aban Hold The number of ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended during the interval.
IPCC Agent Report Templates agtskg25: Agent Skill Group Consolidated Half Hour Report Agent State Times: % Active Time The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg26: Agent Skill Group Consolidated Daily Report Media Summary The total of all agent data for each media routing domain. Note: The agent state time percentages in the Media Summary row will only add up to 100% when ALL of the skill groups for an agent have been selected. When viewing a subset of an agent's skill groups, the percentages may not balance. Report Summary The total of all agent data for all agents in report.
IPCC Agent Report Templates agtskg26: Agent Skill Group Consolidated Daily Report Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
IPCC Agent Report Templates agtskg26: Agent Skill Group Consolidated Daily Report *Completed Tasks: Transfer Out 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 of the call. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg26: Agent Skill Group Consolidated Daily Report Agent State Times: % Not Active The percentage of time that the agent has spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf / Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report agtskg27: Agent Skill Group Historical All Fields Report Overview: Subject A table of all the agents in the selected skill groups listing all the available agent historical report data for the selected interval. Note: This report is the same report as the Agent27 report except that this report is first sorted by skill group rather than by agent. Fields applicable to a voice domain only are prefixed with an asterisk (*).
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report Date Time (no label) The date and time at the start of the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.DateTime Incoming Tasks Ans The number of tasks answered during the half-hour interval. The count for CallsAnswered is updated in the database at the time the task is answered. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report Incoming Tasks Aban Ring 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: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report Incoming Tasks Hold Time The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound tasks were placed on hold or paused during the half-hour interval. The value is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report *OutBound Tasks Trans Out The number of calls transferred out by the agent during the half-hour interval. The value is updated at the time the agent completes the transfer of the call. Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf *OutBound Tasks Conf Out The number of conference calls the agent initiated. The conferenced out calls include ACD and non-ACD calls.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report *OutBound Tasks Hand Time The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls handled by the agent in the skill group during the half-hour interval. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report *Internal Tasks Tasks The number of internal calls initiated by the agent during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report *Task Treatment Supv Assist Time The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent on supervisor-assisted calls during the half-hour interval. The value is updated in the database when the supervisor assist call completes. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report Agent Performance Not Active Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not Active state during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf Agent Performance Not Ready The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group was in the Not Ready state during the half-hour interval.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report *Callback Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing callback messages during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf *Auto Out Tasks (Outbound Option only) The total number of completed AutoOut (predictive) calls made by the agent in the skill group during the half-hour interval.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report *Auto Out Hold Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that AutoOut (predictive) calls were placed on hold by the agent in the skill group during the half-hour interval. This value is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report *Preview Hold Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that outbound Preview calls were placed on hold by the agent in the skill group during the half-hour interval. This value is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report *Reserve Hold Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that agent reservation calls were placed on hold by the agent in the skill group during the half-hour interval. This value is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates Agent By Team Reports Agent By Team Reports Reporting on this grouping of agents is useful to Call Center Supervisors who manage teams of agents. For the report, select from the displayed list of agent teams in your enterprise.
IPCC Agent Report Templates Agent By Team Reports Applicable Environment Type Description agteam22: Agent Team Task Summary Daily Report, page 2-202 IPCC and/or Standard ACD historical table Agent task summary for each agent within the selected agent team(s), organized by the selected day(s).
IPCC Agent Report Templates Agent By Team Reports Example Agent by Team Report Agent by Team Real-Time Reports • agteam02: Agent Skill Group Status Report, page 2-180 • agteam20: Agent Team Real Time Report, page 2-182 • agteam28: Agent Team Real Time All Fields Report, page 2-185 Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.
IPCC Agent Report Templates agteam02: Agent Skill Group Status Report agteam02: Agent Skill Group Status Report Overview: Subject A table of selected agent teams showing each agent's current logon date and time, state, and last state change Purpose To show current agent team status and agent availability according to the skill groups in the teams Applicable environment IPCC and/or standard ACD Template type Real-time table Default sort order By agent team, skill group, agent name, and media routi
IPCC Agent Report Templates agteam02: Agent Skill Group Status Report Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent is currently working. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
IPCC Agent Report Templates agteam20: Agent Team Real Time Report – The agent's CTIOS desk settings and CTIOS registry settings need to be configured to display the reason code. You can do this in the ICM Configuration Manager's Agent Desk Settings List tool. – You must enable reason code reporting by selecting the "agent event detail" check box in the ICM Configuration Manager's PG Explorer. Derived from: Agent_Skill_Group_Real_Time.
IPCC Agent Report Templates agteam20: Agent Team Real Time Report Supervisor The agent teams' primary supervisor. If primary supervisor is not configured then Supervisor field can contain any of the configured secondary supervisors. Derived from: Person.LastName + ' ' + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent is currently working.
IPCC Agent Report Templates agteam20: Agent Team Real Time Report The state with an asterisk (*) is a voice media only state. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state. Derived from: Agent_Real_Time.AgentState Reason Code A code received from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0.
IPCC Agent Report Templates agteam28: Agent Team Real Time All Fields Report Available in MRD Whether or not the agent is available to accept a task in this media routing domain: NO (Not available) YES_ICM (ICM available in media routing domain) YES_APP (Application available in media routing domain) 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
IPCC Agent Report Templates agteam28: Agent Team Real Time All Fields Report Drilldowns available No Schema database tables Agent Person Media_Routing_Domain Agent_Real_Time Agent_Team_Member Agent_Team, Skill_Group Data: Agent Team The Enterprise Name of the agent team and the Agent Team Skill ID. Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID Supervisor The agent's primary supervisor.
IPCC Agent Report Templates agteam28: Agent Team Real Time All Fields Report Agent State The current state of the agent. The following states can appear in this report: *Talking Active *Ready Not Active Work Ready Work Not Ready *Hold Paused Busy Other Reserved Not Ready States with an asterisk (*) are voice media only states. An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready state.
IPCC Agent Report Templates agteam28: Agent Team Real Time All Fields Report *Supv Assist Reqstd Whether or not the agent requested supervisor assistance: No Yes Derived from: Agent_Real_Time.RequestedSupervisorAssist *Destination The type of outbound task on which the agent is currently working: None (Not Applicable) ACD Direct Auto out Reserve Preview Derived from: Agent_Real_Time.
IPCC Agent Report Templates agteam28: Agent Team Real Time All Fields Report *Query Rule (Outbound Option only) The query rule belonging to the campaign identified by the CampaignID. Derived from: Agent_Real_Time.QueryRuleID Routable Indicates whether the agent is routable with respect to this Media Routing Domain. Valid options: Y = Yes, the agent is routable. N = No, the agent is not routable. Derived from: Agent_Real_Time.Routable Last Mode Change The date and time of the agent’s last mode change.
IPCC Agent Report Templates agteam03: Agent Logout Status By Team Report Router Longest Task Q The time when the longest call in queue was queued for the agent. Derived from: Agent_Real_Time.
IPCC Agent Report Templates agteam03: Agent Logout Status By Team Report Data: Agent Team The name of the agent team. Derived from: Agent_Team.EnterpriseName Supervisor The agent teams' primary supervisor. If primary supervisor is not configured then Supervisor field can contain any of the configured secondary supervisors. Derived from: Person.LastName + ', ' + Person.FirstName Agent Name The agent's last name and first name. Derived from: Person.LastName + ', ' + Person.
IPCC Agent Report Templates agteam04: Agent Task Detail Activity Report – You must enable reason code reporting by selecting the "agent event detail" check box in the ICM Configuration Manager's PG Explorer. Derived from: Agent_Logout.ReasonCode Media Summary The total log-on duration of all agents in the media routing domain. Agent Team Summary The total log-on duration of all agent teams in the report.
IPCC Agent Report Templates agteam04: Agent Task Detail Activity Report Supervisor The agent teams' primary supervisor. If primary supervisor is not configured then Supervisor field can contain any of the configured secondary supervisors. Derived from: Person.LastName + ', ' + Person.FirstName Agent Name The agent's last name and first name. Derived from: Person.LastName + ', ' + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task.
IPCC Agent Report Templates agteam04: Agent Task Detail Activity Report *External Out Tasks Total Tasks The total number of completed outbound tasks made by the agent during the selected interval. The value is updated when the after-task work associated with the task is completed. Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf *External Out Tasks Avg Time The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made by the agent for the selected interval.
IPCC Agent Report Templates agteam05: Agent Task Detail Performance Report By Team agteam05: Agent Task Detail Performance Report By Team Overview: Subject A table of selected agent teams showing task detail data on abandoned, held, assistance, and conference tasks, organized in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
IPCC Agent Report Templates agteam05: Agent Task Detail Performance Report By Team Agent Name The agent's last name and first name. Derived from: Person.LastName + ', ' + Person.FirstName Skill Group The name of the skill group to which these agent is associated. Derived from: Skill_Group.EnterpriseName Aban Hold The total number of calls that where abandoned while being held at the agent's extension and/or the paused tasks that the agent ended during the given interval.
IPCC Agent Report Templates agteam05: Agent Task Detail Performance Report By Team *Internal Hold Tasks Total Tasks The total number of completed internal tasks the agent placed on hold for the interval. The value is incremented when the after-call work associated with the call is completed. Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf *Internal Hold Tasks Avg Time The average on hold time associated with internal tasks the agent placed on hold.
IPCC Agent Report Templates agteam21: Agent Team Task Summary Half Hour Report *Conference Out Tasks Avg Time The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference on agent-initiated tasks during the interval. This value includes hold time associated with the conference tasks. Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf / Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam21: Agent Team Task Summary Half Hour Report Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Agent_Team Agent_Team_Member Person Media_Routing_Domain Skill_Group Data: Agent Team The Enterprise Name of the agent team and the agent team ID. Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID Supervisor The agent team's primary supervisor.
IPCC Agent Report Templates agteam21: Agent Team Task Summary Half Hour Report *Tasks Internal In The number of times that this agent received a direct internal or external incoming call. This includes direct calls that were received from another agent through the transfer or conference key that dialed the agent’s extension directly without going through ICM scripting. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam21: Agent Team Task Summary Half Hour Report *Tasks Supv Assist The number of tasks that required supervisor assistance. Derived from: Agent_Skill_Group_Half_Hour.SupervisorAssistCallsToHalf *Tasks Emerg Assist (IPCC only) The number of tasks that required emergency assistance. Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf *Tasks Barge In (IPCC only) The number of tasks into which the supervisor has barged. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam22: Agent Team Task Summary Daily Report Media Summary The totals of agent data for a media routing domain, in which the agent was logged during the given interval Agent Team Summary The total agent data in the agent team. Report Summary The total agent data for all agent teams in the report.
IPCC Agent Report Templates agteam22: Agent Team Task Summary Daily Report Supervisor The agent team's primary supervisor. If a primary supervisor is not configured, then the Supervisor field can contain any of the configured secondary supervisors. Derived from: Person.LastName + ' ' + Person.FirstName Media The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task.
IPCC Agent Report Templates agteam22: Agent Team Task Summary Daily Report *Tasks Transfer Out The number calls this agent transferred out 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. Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf *Tasks Conf Out The number calls that this agent conferenced out to another agent or skill group.
IPCC Agent Report Templates agteam22: Agent Team Task Summary Daily Report *Tasks Intercept (IPCC only) The number of tasks that required interception by the supervisor. Derived from: Agent_Skill_Group_Half_Hour.InterceptedCallsToHalf Time Handled The time the agent spent on ICM routed tasks, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam23: Agent Team Performance Summary Half Hour Report agteam23: Agent Team Performance Summary Half Hour Report Overview: Subject A table summary of agent performance data for all the agents within the selected agent team(s), gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
IPCC Agent Report Templates agteam23: Agent Team Performance Summary Half Hour Report Agent Name The agent's last name and first name and agent's skill target ID. Derived from: Person.LastName + ' ' + Person.FirstName + Agent.SkillTargetID DateTime (no label) 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: Agent_Half_Hour.
IPCC Agent Report Templates agteam23: Agent Team Performance Summary Half Hour Report Completed Tasks: AHT The average time spent by the agent in handling a task, measured in HH:MM:SS (hour, minutes, seconds) format. Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf) Completed Tasks: Avg Hold Time The average hold or paused time of a task handled by the agent. Derived from: (Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam24: Agent Team Performance Summary Daily Report Agent State Times: Busy Other Time The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the BusyOther State during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf Media Summary The totals of agent data for a media routing domain, in which the agent was logged during the given interval Agent Team Summary The total agent data in the agent team.
IPCC Agent Report Templates agteam24: Agent Team Performance Summary Daily Report Data: Agent Team The Enterprise Name of the agent team and the agent team ID. Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID Supervisor The agent team's primary supervisor. If primary supervisor is not configured then Supervisor field can contain any of the configured secondary supervisors. Derived from: Person.LastName + ' ' + Person.
IPCC Agent Report Templates agteam24: Agent Team Performance Summary Daily Report *Completed Tasks: Supv Assist Time The length of supervisor assisted calls measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf *Completed Tasks: Emerg Assist (IPCC only) The number of calls that required emergency assistance. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam25: Agent Team Consolidated Half Hour Report Agent State Times: Not Ready Time The time the agent spent in the Not Ready State, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Half_Hour.NotReadyTimeToHalf Agent State Times: Reserved Time The time the agent spent in the Reserved state waiting for ICM routed call to arrive, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam25: Agent Team Consolidated Half Hour Report Purpose To show both agent team half-hour activity and agent team half-hour performance for the selected time period.
IPCC Agent Report Templates agteam25: Agent Team Consolidated Half Hour Report Completed Tasks: Aban While Offer 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: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam25: Agent Team Consolidated Half Hour Report Agent State Times: Log On Duration The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Active Time The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam26: Agent Team Consolidated Daily Report Agent State Times: % Busy Other The percentage of time that the agent has spent in the BusyOther state in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimetoHalf / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf) Media Summary The totals of agent data for a media routing domain, in which the agent was logged during the given interval Agent Team Summary The total agent data in the agent team.
IPCC Agent Report Templates agteam26: Agent Team Consolidated Daily Report Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Agent_Team Agent_Team_Member Person Media_Routing_Domain Skill_Group Data: Agent Team The Enterprise Name of the agent team and the agent team ID. Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID Supervisor The agent teams' primary supervisor.
IPCC Agent Report Templates agteam26: Agent Team Consolidated Daily Report Completed Tasks: Redirect No Answer The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Aban Hold The number of ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended during the interval.
IPCC Agent Report Templates agteam26: Agent Team Consolidated Daily Report Agent State Times: % Active Time The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report Media Summary The totals of agent data for a media routing domain, in which the agent was logged during the given interval Agent Team Summary The total agent data in the agent team. Report Summary The total agent data for all agent teams in the report.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report Drilldowns available No Schema database tables Agent Agent_Skill_Group_Half_Hour Agent_Team Agent_Team_Member Person Media_Routing_Domain Skill_Group Data: Agent Team The Enterprise Name of the agent team and its agent team ID. Derived from: Agent_Team.EnterpriseName and Agent_Team.AgentTeamID Media The media routing domain into which the agent is logged.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report Task Treatment Aban Ring 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: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf *Task Treatment Transfer In The number of calls transferred to the agent in the skill group during the half-hour interval.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report Task Treatment Redirect No Answer The number of tasks offered at the agents terminal or phone that were redirected to another location because of the agent's failure to respond. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf *Task Treatment Short Tasks The number of calls answered by the agent where the duration of the call fell short of the peripherals Answered Short Calls threshold.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report Task Time Log On Time The total time the agent in the skill group was logged on during the half-hour interval. This value is calculated as follows:HoldTimeToHalf + TalkInTimeToHalf + TalkOutTimeToHalf + TalkOtherTimeToHalf + AvailTimeToHalf + NotReadyTimeToHalf + WorkReadyTimeToHalf + WorkNotReadyTimeToHalf + BusyOtherTimeToHalf + ReservedStateTimeToHalf Derived from: Agent_Half_Hour.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report Task Time Not Ready The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group was in the Not Ready state during the half-hour interval. NotReadyTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report Task Time Redirect No Answer The number of tasks offered at the agents terminal or phone that were redirected to another location because of no answer at the agent's terminal. Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf *Task Time Supv Assist The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent on supervisor-assisted calls during the half-hour interval.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report *Auto Out On Hold Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that AutoOut (predictive) calls were placed on hold by the agent in the skill group during the half-hour interval. This data element is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report *Reserve Tasks (Outbound Option only) The total number of completed agent reservation calls made by the agent in the skill group during the half-hour interval. This value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report *Talk Preview Time (Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound Preview calls handled by the agent in the skill group during the half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report *On Hold Tasks Time Out Extn The total time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were placed on hold by agents in the skill group during the half-hour interval. This value is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report *Callback Time The number of seconds the agent spent processing callback messages during the half-hour interval. Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf *OutBound Tasks Cons Out Time The number of seconds agents spent handling consultative calls with at least on ACD call on hold.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report Incoming Tasks Hold Time The total number of seconds that completed inbound tasks were placed on hold or paused during the half-hour interval. This value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report *Incoming Tasks Trans In Time The number of seconds that agents in the skill group spent handling calls transferred to them during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Agent_Skill_Group_Half_Hour.
IPCC Agent Report Templates 2-234 agteam27: Agent Team Historical All Fields Report Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.
C H A P T E R 3 IPCC Call Type Report Templates ICM software allows you to report statistics for the call types defined in the system. A call type is a category of incoming ICM routable tasks. Each call type has a schedule that determines which routing script or scripts are active for that call type at any time. In an IPCC environment, this category provides the most complete view of the customer's experience.
IPCC Call Type Report Templates Applicable Environment Type Description IPCC Call Type Real-Time Reports, page 3-4 IPCC and/or standard ACD real-time graph Service levels since the end of the last 5 minute interval, half-hour interval, and since midnight. caltyp05: Analysis of Calls Half Hour Report, page 3-17 IPCC and/or standard ACD historical table Routing and queuing details for calls during the half-hour interval.
IPCC Call Type Report Templates Example IPCC Call Type Report Applicable Environment Type Description caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report, page 3-43 IPCC only historical table The running (accumulative) totals of answered and abandoned calls for selected call types across half-hour intervals. The intervals are measured in minutes and seconds.
IPCC Call Type Report Templates IPCC Call Type Real-Time Reports IPCC Call Type Real-Time Reports • caltyp04: Call Type Service Levels Real Time Report, page 3-4 • caltyp20: Call Type Real Time Report, page 3-5 • caltyp24: Call Type Real Time All Fields Report, page 3-7 caltyp04: Call Type Service Levels Real Time Report Overview: Subject A bar graph of selected call types showing their service levels since the end of the last 5-minute and half-hour intervals, and since midnight.
IPCC Call Type Report Templates caltyp20: Call Type Real Time Report For the Day The service level for tasks handled since midnight. The service level calculation is based on the service level type configuration. See About_Service_Levels for the three different types of service levels you can configure for this report. Derived from: Call_Type_Real_Time.
IPCC Call Type Report Templates caltyp20: Call Type Real Time Report Service Level The ICM service level for the current five minutes. For more on service levels, see About_Service_Levels. Derived from: Call_Type_Half_Hour.ServiceLevelTo5 Tasks Offered5 The number of tasks of this call type offered during the 5-minute interval. Derived from: Call_Type_Real_Time.CallsOfferedto5 Tasks Handled5 The number of tasks of this call type handled for the call type ending during the 5-minute interval.
IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report Calls Other The number of tasks of this type that ICM software routed to the Return nodes and tasks that RONAd (were Redirected On No Answer) and tasks that were routed to non-agent targets such as a label during the half-hour interval. Derived from: (Call_Type_Real_Time.ReturnBusytoHalf + Call_Type_Real_Time.ReturnRingtoHalf + Call_Type_Real_Time.ReturnReleaseHalf + Call_Type_Real_Time.CallsRONAHalf + Call_Type_Real_Time.
IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report DateTime The Central Controller date and time at the start of the interval when the row was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Call_Type_Real_Time.DateTime Avg Router Delay Q 30 The average number of seconds spent in the CallRouter queue for tasks of this type that were removed from the queue during the current half-hour interval.
IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report ICR Default Routed 30 The number of tasks of this type for which the ICM used default routing during the current half-hour interval. Derived from: Call_Type_Real_Time.ICRDefaultRoutedToHalf Master Script ID The master script currently scheduled for the call type. Derived from: Call_Type_Real_Time.MasterScriptID Network Routed Today The number of tasks of this type for which the IXC used default routing since midnight.
IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report Router Tasks Aband Q Today The number of tasks of this type abandoned since midnight. Derived from: Call_Type_Real_Time.RouterCallsAbandQToday Router Tasks Q Now The number of tasks of this type currently in the CallRouter queue. Derived from: Call_Type_Real_Time.RouterCallsQNow Router Tasks Q Now Time The time in HH:MM:SS (hours, minutes, seconds) spent in queue for all tasks of this type currently in the CallRouter queue.
IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report Script ID The script currently scheduled for the call type. Derived from: Call_Type_Real_Time.ScriptID Network Announcement 30 The number of tasks routed with an announcement node during the half-hour period. Derived from: Call_Type_Real_Time.NetworkAnnouncementToHalf Network Announcement Today The number of tasks routed with an announcement node today. Derived from: Call_Type_Real_Time.
IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report Service Level Offered5 The number of tasks of the call type answered or abandoned or lasting longer than the SL threshold during the five-minute interval. For more on service levels, see About_Service_Levels. Derived from: Call_Type_Real_Time.ServiceLevelCallsOfferedTo5 Service Level Tasks5 The total number of tasks of the call type answered within the service level during the five-minute interval.
IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report Service Level Aband Today The number of tasks of this call type abandoned within the service level since midnight. For more on service levels, see About_Service_Levels. Derived from: Call_Type_Real_Time.ServiceLevelAbandToday Service Level Offered Today The number of tasks of this call type answered or abandoned or lasting longer than the SL threshold since midnight. For more on service levels, see About_Service_Levels.
IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report Service Level Aban30 The total number of tasks of this call type abandoned within the service level threshold during the half-hour interval. For more on service levels, see About_Service_Levels. Derived from: Call_Type_Real_Time.ServiceLevelAbandHalf Service Level Tasks30 The total number of tasks of this call type answered within the ICM service level threshold during the half-hour interval.
IPCC Call Type Report Templates caltyp24: Call Type Real Time All Fields Report Overflow Out 5 The number of tasks of this call type overflowed to another call type during the current five-minute interval. This field increments when a requalify or call type node is executed in the script. Derived from: Call_Type_Real_Time.OverflowOutTo5 Overflow Out Today The number of tasks of this call type overflowed to another call type since midnight.
IPCC Call Type Report Templates IPCC Call Type Historical Reports Tasks No Ans 5 The number of calls which were redirected because the agent did not answer the call during the current 5 minutes. Derived from: Call_Type_Real_Time.CallsRONATo5 Tasks No Ans 30 The number of calls which were redirected because the agent did not answer the call in the current half-hour interval. Derived from: Call_Type_Real_Time.
IPCC Call Type Report Templates caltyp05: Analysis of Calls Half Hour Report caltyp05: Analysis of Calls Half Hour Report Overview: Subject A table of selected call types showing half-hour routing and queuing details for tasks. Purpose To show routing and queuing status for call types during the selected time period.
IPCC Call Type Report Templates caltyp21: Call Type Half Hour Report Avg Wait Aban The average wait time in queue (in HH:MM:SS (hours, minutes, seconds)) for tasks that abandoned the queue during the half-hour interval. Derived from: Call_Type_Half_Hour.DelayQAbandTimeHalf / Call_Type_Half_Hour.RouterCallsAbandQToHalf Call Summary The totals of each field for each call type. Report Summary The totals of each field in the report.
IPCC Call Type Report Templates caltyp21: Call Type Half Hour Report Aban Within Service Level The number of tasks of the call type abandoned within the service level threshold during the half-hour interval. Derived from: Call_Type_Half_Hour.ServiceLevelAbandHalf ASA The Average Speed of Answer (also called "the average answer wait time") for all tasks of the call type during the interval. This is the average answer wait time from when a call arrives at the ICM Router to when the call is answered.
IPCC Call Type Report Templates caltyp21: Call Type Half Hour Report Completed Tasks: Total The number of tasks of the call type that were completed during the half-hour interval. Derive from: Call_Type_Half_Hour.CallsHandledHalf + Call_Type_Half_Hour.RouterCallsAbandQToHalf + Call_Type_Half_Hour.IncompleteCallsHalf + Call_Type_Half_Hour.ReturnBusyToHalf + Call_Type_Half_Hour.ReturnRingToHalf + Call_Type_Half_Hour.ICRDefaultRoutedToHalf + Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp21: Call Type Half Hour Report Completed Tasks: Overflow Out The number of tasks of the call type that overflowed out of the call type to another call type during the interval. Derived from: Call_Type_Half_Hour.OverflowOutHalf *Completed Tasks: Calls Error The number of calls for this Call Type that had errors or were incomplete during the half-hour interval. Derived from: Call_Type_Half_Hour.ErrorCountToHalf + Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp22: Call Type Daily Report *Completed Tasks: Short Calls The number of calls abandoned during the CallTypeAbandonCallWaitTime. Calls abandoned after this time period are counted as Abandoned, not Short Calls. Derived from: Call_Type_Half_Hour.ShortCallsHalf Call Type Summary Field totals, with the exception of the SL (service level) field, for each call type in the report. The SL fields have percentage values.
IPCC Call Type Report Templates caltyp22: Call Type Daily Report SL Aban Ignored The ICM service level for the call type in which abandoned calls are not included in the service level during the selected interval. The calculation removes tasks abandoned after the service-level threshold for the half-hour interval.
IPCC Call Type Report Templates caltyp22: Call Type Daily Report Tasks Offered The number of tasks that were offered to the call type during the interval. Tasks offered (Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp22: Call Type Daily Report Call_Type_Half_Hour.ShortCallsHalf + Call_Type_Half_Hour.ErrorCountToHalf Completed Tasks: Tasks Handled The number of tasks of the call type handled for the call type ending during the half-hour. Derived from: Call_Type_Half_Hour.CallsHandledHalf Completed Tasks: Tasks Aban The number of tasks to the call type that abandoned during the interval.
IPCC Call Type Report Templates caltyp22: Call Type Daily Report Completed Tasks: Other The number of tasks of the call type that are Short, have been routed to nonAgent targets, and/or have been redirected during the half-hour interval. Derived from: Call_Type_Half_Hour.CallsRONAToHalf + Call_Type_Half_Hour.CallsRoutedNonAgentToHalf + Call_Type_Half_Hour.ShortCallsHalf Completed Tasks: % Queued The percentage of all handled tasks of the call type that were queued during the half hour interval.
IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report caltyp23: Call Type Historical All Fields Report Overview: Subject A table of all the selected call types listing all the available call-type historical report data for the selected interval. Purpose To show all the available call-type historical report data in the Call_Type_Half_Hour database table so that you can select which data you want for a customized call-type historical report.
IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report Router Q Tasks The number of tasks removed from the queue to be routed during the half-hour interval. Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf Avg Router Delay Queue The average delay in queue in HH:MM:SS (hours,minutes,seconds) for tasks removed from the queue during the half-hour interval. Avg Router Delay Queue = Call_Type_Half_Hour.RouterQueueWaitTimeToHalf / Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report Network Default Routed The number of tasks of this type for which the IXC (IntereXchange Carrier, the telephone company providing connections between local exchanges in different geographic areas) used default routing during the current half-hour interval. Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report Handle Time The total handle time in HH:MM:SS (hours,minutes,seconds) for all tasks of this call type ending during the half-hour interval. Derived from: Call_Type_Half_Hour.HandleTimeHalf Service Level Aban The total number of tasks of this call type abandoned within the service level threshold during the half-hour interval. Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report Recovery Key A value used internally by the ICM software to track virtual time. Derived from: Call_Type_Half_Hour.RecoveryKey Short Tasks The number of calls abandoned during the CallTypeAbandonCallWaitTime. Calls abandoned after this time period are counted as Abandoned, not Short Calls. Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report VRU Assisted The count of VRU handled calls that were then marked as routed to agents in the half-hour interval. Derived from: Call_Type_Half_Hour.VruAssistedCallsToHalf VRU OptOut Unhandled The count of VRU unhandled calls that were marked as routed to agents by caller request in the half-hour interval. Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report Ans Interval 4 The number of calls that were answered within interval 4. Derived from: Call_Type_Half_Hour.AnsInterval4 Ans Interval 5 The number of calls that were answered within interval 5. Derived from: Call_Type_Half_Hour.AnsInterval5 Ans Interval 6 The number of calls that were answered within interval 6. Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp23: Call Type Historical All Fields Report Aband Interval 5 The number of calls that were abandoned within interval 5. Derived from: Call_Type_Half_Hour.AbandInterval5 Aband Interval 6 The number of calls that were abandoned within interval 6. Derived from: Call_Type_Half_Hour.AbandInterval6 Aband Interval 7 The number of calls that were abandoned within interval 7. Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report Overview: Subject A table showing the number of answered and abandoned calls across intervals for each call type for the selected time period. The intervals are measured in minutes and seconds. The header time format is MMM:SS This report shows the numbers for each interval separately.
IPCC Call Type Report Templates caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report ASA The 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. Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf/Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report Interval 2 - Interval 3: Aban The number of calls 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_Half_Hour.AbandInterval3 Interval 3 - Interval 4: Ans The number of calls answered between interval 3 and interval 4. The system default interval 4 is 90 seconds (1 and 1/2 minutes).
IPCC Call Type Report Templates caltyp31: Call Type Abandon/Answer Distribution by Half Hour Report Interval 7 - Interval 8: Ans The number of calls answered 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_Half_Hour.AnsInterval8 Interval 7 - Interval 8: Aban The number of calls abandoned between interval 7 and interval 8. The system default interval 8 is 600 seconds (10 minutes).
IPCC Call Type Report Templates caltyp32: Call Type Abandon/Answer Distribution Report caltyp32: Call Type Abandon/Answer Distribution Report Overview: Subject A table showing the running (constantly being updated) totals of answered and abandoned calls across daily intervals for each call type. The intervals are measured in minutes and seconds. The header time format is MMM:SS. This report shows the numbers for each interval separately.
IPCC Call Type Report Templates caltyp32: Call Type Abandon/Answer Distribution Report ASA The 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. Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf/Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp32: Call Type Abandon/Answer Distribution Report Interval 2 - Interval 3: Aban The number of calls 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_Half_Hour.AbandInterval3 Interval 3 - Interval 4: Ans The number of calls answered between interval 3 and interval 4. The system default interval 4 is 90 seconds (1 and 1/2 minutes).
IPCC Call Type Report Templates caltyp32: Call Type Abandon/Answer Distribution Report Interval 7 - Interval 8: Ans The number of calls answered 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_Half_Hour.AnsInterval8 Interval 7 - Interval 8: Aban The number of calls abandoned between interval 7 and interval 8. The system default interval 8 is 600 seconds (10 minutes).
IPCC Call Type Report Templates caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report Overview: Subject A table of selected call types showing the running (accumulative) totals of answered and abandoned calls across half-hour intervals. The intervals are measured in minutes and seconds. The header time format is MMM:SS.
IPCC Call Type Report Templatescaltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report ASA The 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. Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf/Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report < Interval 3: Aban The number of calls abandoned up to interval 3. The system default interval 3 is 60 seconds (1 minute). For example: < 01:38 Derived from: Call_Type_Half_Hour.AbandInterval3 < Interval 4: Ans The number of calls answered up to interval 4. The system default interval 4 is 90 seconds (1 and 1/2 minutes). For example: < 03:08 Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templatescaltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report < Interval 8: Ans The number of calls answered up to interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: < 23:08 Derived from: Call_Type_Half_Hour.AnsInterval8 < Interval 8: Aban The number of calls abandoned up to interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: < 23:08 Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp34: Call Type Abandon/Answer Cumulative Distribution Report caltyp34: Call Type Abandon/Answer Cumulative Distribution Report Overview: Subject A table of selected call types showing the running (accumulative) totals of answered and abandoned calls across daily intervals. The intervals are measured in minutes and seconds. This report is the same as the caltyp33 report except that this report does not have half-hour summaries.
IPCC Call Type Report Templates caltyp34: Call Type Abandon/Answer Cumulative Distribution Report ASA The 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. Derived from: Call_Type_Half_Hour.AnswerWaitTimeHalf/Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp34: Call Type Abandon/Answer Cumulative Distribution Report < Interval 3: Aban The number of calls abandoned up to interval 3. The system default interval 3 is 60 seconds (1 minute). For example: < 01:38 Derived from: Call_Type_Half_Hour.AbandInterval3 < Interval 4: Ans The number of calls answered up to interval 4. The system default interval 4 is 90 seconds (1 and 1/2 minutes). For example: < 03:08 Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp35: VRU Calls Analysis Half Hour Report < Interval 8: Ans The number of calls answered up to interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: < 23:08 Derived from: Call_Type_Half_Hour.AnsInterval8 < Interval 8: Aban The number of calls abandoned up to interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: < 23:08 Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp35: VRU Calls Analysis Half Hour Report Drilldowns available No Schema database tables Call_Type Call_Type_Half_Hour Data: Enterprise 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_Half_Hour.
IPCC Call Type Report Templates caltyp35: VRU Calls Analysis Half Hour Report VRU Scripted Trans The number of the VRU calls marked as routed to agents as a result of normal script procedure in the half-hour interval. Derived from: Call_Type_Half_Hour.Call_Type_Half_Hour.VruScriptedXferredCallsToHalf VRU Forced Trans The number of the VRU calls marked as routed to agents as a result of caller difficulties in the half-hour interval. Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp36: VRU Calls Analysis Daily Report Tasks Routed The number of calls of this type that have been routed during the half-hour interval. Derived from: Call_Type_Half_Hour.CallsRoutedToHalf Tasks Queued The number of calls removed from queue to be routed during the half- hour interval. Derived from: Call_Type_Half_Hour.RouterQueueCallsToHalf Tasks Aband The number of calls that were abandoned while in queue during the half- hour interval. Note Applies to IPCC, only.
IPCC Call Type Report Templates caltyp36: VRU Calls Analysis Daily Report 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_Half_Hour.DateTime Total VRU The total of all the 7 VRU fields to the right of this field in the report (VRU Unhandled, Handled, Assist, Opt Out, Scripted Trans, Forced Trans, and Other). Derived from: (Call_Type_Half_Hour.VruUnhandledCallsToHalf + Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp36: VRU Calls Analysis Daily Report Overflow Out The number of calls overflowed to another call type during the current half-hour interval. This field increments when a requalify or call type node is executed in the script. Note: In IPCC, if the call goes to the IVR before it redirects off the agent’s phone, this field is updated instead of the RedirectNoAnsCallsToHalf field in the Skill_Group_Half_Hour table. Derived from: Call_Type_Half_Hour.
IPCC Call Type Report Templates caltyp36: VRU Calls Analysis Daily Report Report Summary A summary of each field for all call types. 3-56 Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.
C H A P T E R 4 IPCC Peripheral Service Report Templates About IPCC Peripheral Service Reports In an IPCC environment, calls are routed through IVRs rather than services. So most service reports are not applicable in an IPCC environment. However, both in a standard ACD environment and in an IPCC environment, contact centers can use the historical IVR peripheral service reports and the historical IVR trunk group reports for measuring the performance of your IVRs.
IPCC Peripheral Service Report Templates 4-2 Summary List of IPCC Peripheral Service Templates Template Type Description persvc22: Peripheral Service IVR Self-Service Half Hour Report, page 4-8 historical A table summary of the activity of the IVR service for the selected half-hour interval(s). persvc23: Peripheral Service IVR Self-Service Daily Report, page 4-9 historical A table summary of daily IVR self-service activity.
IPCC Peripheral Service Report Templates Example IPCC Peripheral Service Report Example IPCC Peripheral Service Report IPCC Peripheral Service Reports • persvc20: Peripheral Service for IVR Queue Half Hour Report, page 4-4 • persvc21: Peripheral Service IVR Queue Daily Report, page 4-6 • persvc22: Peripheral Service IVR Self-Service Half Hour Report, page 4-8 • persvc23: Peripheral Service IVR Self-Service Daily Report, page 4-9 • persvc24: Peripheral Service Agent Half Hour Report, page 4-11 •
IPCC Peripheral Service Report Templates persvc20: Peripheral Service for IVR Queue Half Hour Report persvc20: Peripheral Service for IVR Queue Half Hour Report Overview: Subject A table summary of the activity in the IVR queue, gathered in half-hour increments. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media. Purpose To show IVR half-hour activity for the selected time period.
IPCC Peripheral Service Report Templates persvc20: Peripheral Service for IVR Queue Half Hour Report Avg Aban Wait The total wait time of all abandoned tasks divided by the number of abandoned tasks. Derived from: Service_Half_Hour.AvgDelayQAbandToHalf Tasks Aban Tasks that disconnected while listening to the IVR, but before they were routed. Derived from: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc21: Peripheral Service IVR Queue Daily Report persvc21: Peripheral Service IVR Queue Daily Report Overview: Subject A table summary of the daily activity in the selected IVR queue(s) Note: This report displays the same data as the Persvc20 report, except the data here is broken down by day instead of by half hour. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
IPCC Peripheral Service Report Templates persvc21: Peripheral Service IVR Queue Daily Report Tasks Aban Tasks that disconnected while listening to the IVR, but before they were routed. Derived from: Service_Half_Hour.CallsAbandQToHalf Total Aban Wait Time The total wait time for all abandoned tasks, measured in HH:MM:SS format (hours, minutes, seconds). Starts when the task first enters this service. Derived from: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc22: Peripheral Service IVR Self-Service Half Hour Report Service Summary A summary for each service for the interval. Report Summary A summary for all services for the interval. persvc22: Peripheral Service IVR Self-Service Half Hour Report Overview: Subject A table summary of the activity of the selected IVR self-service(s), gathered in half-hour increments Purpose Shows the activity for the selected IVR service(s) for the selected time period.
IPCC Peripheral Service Report Templates persvc23: Peripheral Service IVR Self-Service Daily Report Tasks Handled The number of tasks that were connected to IVR ports for the service. Derived from: Service_Half_Hour.CallsHandledtoHalf Tasks Aban The number of tasks that disconnected while ringing on the IVR port for the service. Derived from: Service_Half_Hour.CallsAbandQToHalf Tasks Routed The number of tasks routed by ICM software to the service during the half-hour interval.
IPCC Peripheral Service Report Templates Purpose persvc23: Peripheral Service IVR Self-Service Daily Report To show the self-service activity for the selected IVR(s) for the selected time period. Note: This reports is for IVR services that reside on IVR PGs that have Service Control reporting enabled and Queue reporting disabled. Applicable environment IPCC and/or standard ACD (for IVR services) Template type Historical table Default sort order By Service.
IPCC Peripheral Service Report Templates persvc24: Peripheral Service Agent Half Hour Report AHT The total time all tasks spent in the IVR for the service divided by Number of Tasks Serviced. Derived from: Service_Half_Hour.AvgHandleTimeToHalf Total Aban Wait Time The total wait time for all abandoned tasks assigned to the service, measured in HH:MM:SS (hours, minutes, seconds) format. Starts when the task first enters this service. Derived from: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc24: Peripheral Service Agent Half Hour Report Data: Enterprise Name The enterprise name of the peripheral service Derived from: Service.EnterpriseName DateTime (no label) The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month, day, year, hour, minute, second) format. Derived from: Service_Half_Hour.DateTime Service Level The ICM service level for the service for the half-hour interval. Derived from: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc25: Peripheral Service Agent Daily Report Total Aban Wait Time The time in HH:MM:SS (hours, minutes, seconds) for tasks to the service that were abandoned in queue waited during the interval. These are tasks that existed in the queue but were abandoned before being handled by an agent or trunk device. Derived from: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc25: Peripheral Service Agent Daily Report Data: Enterprise Name The enterprise name of the peripheral service Derived from: Service.EnterpriseName Date (no label) The date when the record was generated in MM/DD/YYYY (month, day, year) format. Derived from: Service_Half_Hour.DateTime SL Aban Ignored The ICM service level where abandoned tasks are ignored. The calculation removes tasks abandoned after the service-level threshold for the half-hour interval.
IPCC Peripheral Service Report Templates persvc25: Peripheral Service Agent Daily Report *Aban Short Tasks The total number of tasks to the service during the half-hour interval that were too short to be considered abandoned. A task is determined to be a short task if it is abandoned before the Abandoned Call Wait Time expired. Short tasks are not considered abandoned and they are not accounted for in any of the ICM abandoned tasks calculations. Derived from: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report persvc26: Peripheral Service Historical All Fields Report Overview: Subject A table of all the selected peripheral services listing all the available peripheral-service half-hour report data for the selected interval. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report DateTime (no label) 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: Service_Half_Hour.DateTime Time Zone The time zone for the date and time. The value is the offset in minutes from Greenwich Mean Time (GMT). GMT is the time zone at the meridian at Greenwich, England. This time zone is used as an international standard.
IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report *Trans Out The number of tasks transferred out of the service during the half-hour interval. The value is updated in the database when the transfer of the call is completed. Derived from: Service_Half_Hour.TransferOutCallsToHalf Routed The number of tasks associated with the service that were routed during the half-hour interval. Derived from: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report Service Level Offered The number of tasks associated with the service that had service level events during the half-hour interval. Derived from: Service_Half_Hour.ServiceLevelCallsOfferedToHalf *Avg Delay Q The average delay in queue for tasks associated with the service during the half-hour interval: DelayQTimeToHalf / CallsQToHalf. Derived from: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report Talk Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active or the Paused state for tasks associated with the service that ended during the interval. Derived from: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report Forced Closed The number of tasks associated with the service that were determined to be closed following an interruption in data during the half-hour interval. Derived from: Service_Half_Hour.ForcedClosedCallsToHalf Overflow In The number of tasks the peripheral overflowed into this service during the half-hour interval. Derived from: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report *Auto Out On Hold Time (Outbound Option only) The time that AutoOut (predictive) tasks associated with the service spent on hold during the half-hour interval. Measured in HH:MM:SS (hours, minutes, seconds). This data element is based on HoldTime. The value is updated in the database when the after-task work associated with the task (if any) has completed. Derived From: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report *Reserve (Outbound Option only) The total number of completed agent reservation tasks associated with the service during the half-hour interval. The value is updated in the database when the after-task work time associated with the task (if any) has completed. Derived From: Service_Half_Hour.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report Recovery Day A value used internally by ICM software to track virtual time. Derived From: Service_Half_Hour.RecoveryDay Recovery Key A value used internally by ICM software to track virtual time. Derived From: Service_Half_Hour.RecoveryKey Missing Tasks The number of tasks whose Start Task Timeout Period expired in this half-hour interval. Derived From: Service_Half_Hour.
IPCC Peripheral Service Report Templates Purpose persvc27: Peripheral Service Real Time All Fields Report To show all the available peripheral-service real-time data in the Service_Real_Time database table so that you can select which data you want for a customized peripheral-service real-time report. Note: This report is designed to be saved and exported or copied to another format. For example, you can export the report to an Excel spreadsheet and modify the report to suit your needs.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report AHT5 The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks associated with the service during the current five-minute interval. The value is calculated as follows: HandleTimeTo5 / CallsHandledTo5. HandleTime is tracked only for inbound ACD tasks that are counted as handled for the service.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report Tasks Routed 30 The running (accumulative) total of tasks routed to this service by ICM software for the current half-hour interval. Derived from: Service_Real_Time.CallsRoutedHalf Tasks Routed Today The running (accumulative) total of tasks routed to this service by ICM software since midnight. Derived from: Service_Real_Time.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Peripheral Service Level 5 The service level for the service calculated by the peripheral during the current five-minute interval. Derived from: Service_Real_Time.PeriphServiceLevelTo5 *Peripheral Service Level Today The service level for the service calculated by the peripheral since midnight. Derived from: Service_Real_Time.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report In Progress The number of current inbound and outbound tasks that had previously been offered to the service (for example, tasks being played an announcement, queued tasks, or connected tasks) and are now being handled by the service. Derived from: Service_Real_Time.CallsInProgress Tasks Out Now The number of outbound tasks associated with the service that are currently in progress.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report Service Level 5 Tasks The number of tasks associated with the service that were answered within the ICM service level during the current five-minute interval. For more on service levels, see About_Service_Levels. Derived from: Service_Real_Time.ServiceLevelCallsTo5 Service Level 5 5 The ICM service level for the service during the current five-minute interval.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Out Today The number of outbound tasks associated with the service since midnight. Derived from: Service_Real_Time.CallsOutToday *Terminated Other Today The number of tasks associated with the service but not otherwise accounted for since midnight. These are tasks that do not fit into the criteria for handled, abandoned, or transferred tasks.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report Answer Wait Time30 The total of answer wait time in HH:MM:SS (hours, minutes, seconds) for all incoming tasks associated with the service during the current half-hour interval. Answer wait time is the elapsed time from when the task is offered at the peripheral to when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated with the task (all taken from Termination_Call_Detail).
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Terminated Other30 The number of tasks associated with the service but not otherwise accounted for during the current half-hour interval. These are tasks that do not fit into the criteria for handled, abandoned, or transferred tasks. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. Derived from: Service_Real_Time.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Transfer In Tasks 5 The number of tasks transferred into the service during the current five-minute interval. The value is updated in the database when the call is completed. Derived from: Service_Real_Time.TransferInCallsTo5 *Transfer In Tasks Today The number of tasks transferred into the service since midnight. The value is updated in the database when the call is completed.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Auto Out Tasks 30 (Outbound Option only) The total number of completed AutoOut (predictive) tasks associated with the service during the half-hour interval. The value is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Service_Real_Time.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Auto Out Tasks Time 30 (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed AutoOut (predictive) tasks associated with the service during the half-hour interval. The AutoOutCallsTime value includes the time spent from the task being initiated to the time the agent completes after-task work time for the task.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Auto Out Tasks Hold Time 30 (Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that AutoOut (predictive) tasks associated with the service were placed on hold during the half-hour interval. The value is updated in the database when the after-task work associated with the task (if any) has completed. Derived from: Service_Real_Time.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Preview Tasks On Hold 30 (Outbound Option only) The total number of completed outbound Preview tasks associated with the service that have been placed on hold at least once. The value is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Service_Real_Time.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Preview Tasks Talk Time Today (Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound Preview tasks associated with this service since midnight. This value includes the time spent from the task being initiated to the time the agent begins after-task work for the task.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Reserve Tasks 5 (Outbound Option only) The total number of agent reservation tasks associated with this service during the current five-minute interval. The value is updated in the database when the after-task work time associated with the task (if any) has completed. Derived from: Service_Real_Time.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Reserve Tasks Time Today (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed agent reservation tasks associated with this service since midnight. The ReserveCallsTime value includes the time spent from the task being initiated to the time the agent completes after-task work time for the task.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Reserve Tasks Hold Time 5 (Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that agent reservation tasks associated with the service were placed on hold during the five-minute interval. This value is updated in the database when the after-task work associated with the task (if any) has completed. Derived from: Service_Real_Time.
IPCC Peripheral Service Report Templates persvc27: Peripheral Service Real Time All Fields Report *Overflow In Mode The service accepts overflow in tasks if the delay for the longest delayed task is less then this value. If 0, the service always accepts overflow in tasks; if 127, the service never accepts overflow in tasks. Derived from: Service_Real_Time.OverflowInMode Overflow In Now The number of tasks overflowed into this service that are currently queued or in progress.
IPCC Peripheral Service Report Templates 4-44 persvc27: Peripheral Service Real Time All Fields Report Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.
C H A P T E R 5 IPCC Skill Group Report Templates ICM software tracks information about the skill groups at each peripheral.
IPCC Skill Group Report Templates Base Only Skill Group Reports Summary Half Hour Report" and the "perskg21: Peripheral Skill Group Task Summary Half Hour Report" have the same data fields with the preceding exception. Default Skill Groups A default skill group acts as a bucket to collect call statistics for calls not routed by ICM software. It is also used when a skill group is not specified in a routing script like when using Agent to Agent node.
IPCC Skill Group Report Templates Base Only Skill Group Reports The base skill group peripheral reports are the same as the peripheral skill group reports except that all base skill group tabular reports have drill-drown reports available while peripheral skill group tabular reports do not. Sub-skill groups are suffixed by .pri (for primary), .sec (for secondary), and so on. Agents in the .pri skill group would, for example, have more skill in an area while the agents in the .
IPCC Skill Group Report Templates 5-4 Base Only Skill Group Reports Template Name Applicable Environment perskg12: Outbound Option (Blended Agent) Task Detail Performance In Skill Groups Half Hour Report, page 5-94 Type Description IPCC and/or standard ACD historical table Statistics showing the percentage of time that Outbound Option agents spent in the signed on, handle, talk, and hold states, gathered in half-hour increments.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Reports Template Name Applicable Environment perskg27: Peripheral Skill Group Historical All Fields Report, page 5-119 Type Description IPCC and/or standard ACD historical table All fields in the Skill_Group_Half_Hour table sorted by skill group name. This report is for on-line viewing, or for export to Microsoft Excel.
IPCC Skill Group Report Templates Example IPCC Skill Group Report Example IPCC Skill Group Report Summary List of IPCC Enterprise Skill Group Reports Applicable Environment Type Description entskg03: Enterprise Skill Group Agent Status Report, page 5-11 IPCC and/or standard ACD real-time bar graph The numbers of agents in the talking, idle, available, and wrap-up states.
IPCC Skill Group Report Templates Summary List of IPCC Enterprise Skill Group Reports Applicable Environment Type Description entskg05: Enterprise Skill Group % Utilization of Ready Agents Report, page 5-14 IPCC and/or standard ACD real time graph Percent utilization of agents. The ratio between time logged on and time handling calls.
IPCC Skill Group Report Templates Template Name 5-8 Summary List of IPCC Enterprise Skill Group Reports Applicable Environment Type Description entskg21: Enterprise Skill Group Task Summary Half Hour Report, page 5-33 IPCC only historical table A summary of call statistics for each enterprise skill group for the selected half-hour(s). This report displays the same data as the perskg21 report, except that this report is first organized by enterprise skill group.
IPCC Skill Group Report Templates Summary List of IPCC Enterprise Skill Group Reports Applicable Environment Type Description entskg25: Enterprise Skill Group Consolidated Half Hour Report, page 5-47 IPCC and/or standard ACD historical table A summary of the activity and the performance of the selected enterprise skill groups for the selected half-hour intervals. This report displays the same data as the perskg25 report, except that this report is first organized by enterprise skill group.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Applicable Environment Type Description entskg28: Enterprise Skill Group Real Time All Fields Report, page 5-18 IPCC and/or standard ACD real-time table All fields in the Skill_Group_Real_Time table sorted by enterprise skill group name. This report is for on-line viewing, or for export to Microsoft Excel.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports • entskg04: Rolling 5-Minute Enterprise Skill Group Status Report, page 5-12 • entskg05: Enterprise Skill Group % Utilization of Ready Agents Report, page 5-14 • entskg20: Enterprise Skill Group Status Real Time Report, page 5-15 • entskg28: Enterprise Skill Group Real Time All Fields Report, page 5-18 • entskg29: Enterprise Skill Group Logout Real Time Report, page 5-28 entskg03: Enterprise Skill Group Agent Status
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports % Active The percentage of agents in the skill group who are working on incoming tasks or who are in one of the talking states. The Talking state tracks agents who are in either the Talking In, Talking Out, or Talking Other states (now or during an interval). The time agents spend in each of these states is tracked individually.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Template type Real-time table Default sort order By enterprise skill group Drilldowns available Yes Schema database table Enterprise_Skill_Group Skill_Group_Real_Time Data: Enterprise Skill Group The enterprise name of the enterprise skill group Derived from: Enterprise_Skill_Group.EnterpriseName FTE Log On5 The fraction of 5 minutes that agents in the skill group have been logged onto the system during an interval.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports FTE Busy Other5 The fraction of 5 minutes that agents in the skill group have been in the Busy Other state. Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5 / 300 Queued The number of tasks currently queued for the skill group at the CallRouter and at the local ACD queue. Derived from: Skill_Group_Real_Time.RouterCallsQNow + Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Media (no label) The media routing domain into which the agent is logged for doing this type of task. This is the media routing domain associated with the Skill Group in which the agent worked when doing this task. Each media routing domain has its own skill groups. If an agent is logged into more than one media routing domain, then that agent also belongs to more than one skill group. Derived from: Media_Routing_Domain.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName (Enterprise_Skill_Group.EnterpriseSkillGroupID) Queued Now The number of calls currently queued to the skill group at the CallRouter and at the local ACD queue. Derived from: Skill_Group_Real_Time.RouterCallsQNow + Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports *Active Out The number of agents in the skill group currently talking on outbound calls. Derived from: Skill_Group_Real_Time.TalkingOut *Active Other The number of agents in the skill group currently talking on internal (neither inbound nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and supervisor calls. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Busy Other The number of agents currently in the BusyOther state. Busy Other is a state in which the agent handling calls assigned to other skill groups during the half-hour interval). For example, an agent might be talking on an inbound call in one skill group while simultaneously logged on to and ready to accept calls from other skill groups.
IPCC Skill Group Report Templates Purpose IPCC Enterprise Skill Group Real-Time Reports To show all the available enterprise skill-group real-time data in the Skill_Group_Real_Time database table so that you can select which data you want for a customized enterprise skill-group real-time report. Note: This report is designed to be saved and exported or copied to another format. For example, you can export the report to an Excel spreadsheet and modify the report to suit your needs.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Not Ready The number of agents in the skill group in the Not Ready state, a state in which agents are logged in but are neither involved in any task handling activity nor available to handle a task. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Hold The number of agents in the skill group that have all active tasks on hold or paused. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold. Derived from: Skill_Group_Real_Time.Hold *Long Task Q The date and time that the longest call in the queue for the skill group was placed in the queue.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Handled5 The number of calls handled by the skill group during the current five-minute interval. The count for handled tasks associated with a skill group is updated when the after-call work time associated with the call (if any) has completed. A call is counted as handled when the call is finished.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Avg Hand Active Time5 The average time in HH:MM:SS (hours, minutes, seconds) for tasks handled by the skill group during the current five-minute interval. This value is calculated as follows:HandledCallsTalkTimeTo5 / CallHandledTo5. HandledCallsTalkTime includes the time agents in the skill group spend in the TalkingIn, TalkingOut, and TalkingOther states.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Hold Time5 The time in HH:MM:SS (hours, minutes, seconds) that agents were in the hold or paused state during the current five-minute interval. HoldTime is counted only while the agent is doing no other task related activity. HoldTime is included in the calculation of LoggedOnTime. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Active Time5 The time in HH:MM:SS (hours, minutes, seconds) agents in the skill group have been in the Active state during the current five-minute interval. This value is calculated as follows:TalkInTimeTo5 + TalkOutTimeTo5 + TalkOtherTimeTo5 Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports *Preview (Outbound Option only) The total number of outbound Preview calls made by agents in the skill group during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports *Active Preview (Outbound Option only) The number of agents in the skill group currently talking on outbound Preview calls. Derived from: Skill_Group_Real_Time.TalkingPreview *Active Reserve (Outbound Option only) The number of agents in the skill group currently talking on agent reservation calls. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports Router Longest Call In Q The time when the longest call in queue was queued for this skill group. Note: Applicable to IPCC only. Derived from: Call_Type_Real_Time.RouterLongestCallInQ ICM Avail The number of agents belonging to this skill group who are currently ICMAvailable with respect to the Media Routing Domain to which the skill group belongs.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Data: Enterprise Skill Group The enterprise skill group in which the agent resides. Derived from: Enterprise_Skill_Group.EnterpriseName Skill Group The member skill group's enterprise name and ID. Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID Agent Name The first and last name of the agent. Derived from: Person.FirstName + Person.
IPCC Skill Group Report Templates Default sort order IPCC Enterprise Skill Group Historical Reports By enterprise skill group and then by date and time. Note: The Enskg08 report is sorted by default only in ascending order. You cannot sort this report other then by its default sort. You cannot use the column headers, unlike in other reports, to sort the data.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports FTE Wrap Up The FTE value for the number of agents who are involved in after-call work during an interval. Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 1800 FTE Other The FTE value for the number of agents in the Busy Other state. Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf / 1800 FTE Hold The FTE value for the number of agents in the Hold state.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName and Enterprise_Skill_Group.EnterpriseSkillGroupID Skill Group (no label) The member skill group's enterprise name and ID. Derived from: Skill_Group.EnterpriseName and Skill_Group.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports % Reserved The percentage of agents in the skill group in the Reserved state during the selected interval. Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf / Skill_Group_Half_Hour.LoggedOnTimeToHalf) % Hold The percentage of agents in the skill group that have all active calls on hold during the selected interval.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName (Enterprise_Skill_Group.EnterpriseSkillGroupID) Skill Group The member skill group's enterprise name and ID. Derived from: Skill_Group.EnterpriseName and (Skill_Group.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports *Completed Tasks: Redirect No Answer The number of tasks to the skill group sent to an agent’s terminal and redirected on failure to answer. The value is updated in the database at the time the call is diverted to another device. Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Handled The tasks handled by the skill group during the half-hour interval.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports *Internal Out For default skill groups: the number of times an agent initiated an outgoing internal call. For routing skill groups: the number of times an agent initiated a transfer or conference to an internal device. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Skill Group Summary The total for each field for each skill group. Enterprise Skill Group Summary The total for each field for each enterprise skill group. Report Summary The total for all fields for all skill groups in the report.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Skill Group The member skill group's enterprise name and ID. Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID Date (no label) The date of the selected row's data in MM/DD/YYYY (month, day, year) format. Derived from: Skill_Group_Half_Hour.DateTime Total Queued The number of tasks queued to the group by the CallRouter and the local ACD queue. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Completed Tasks: % Aban The percentage of abandoned tasks in relation to all tasks completed by the skill group. This includes abandon in queue and abandon while ringing calls. Derived from: ((Skill_Group_Half_Hour.RouterCallsAbandQToHalf + SGHH.AbandonRingCallsToHalf) / (Skill_Group_Half_Hour.RouterCallsAbandQToHalf + Skill_Group_Half_Hour.AbandonRingCallsToHalf + Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports *Transfer Out The number of calls this agent transferred out of the skill group to other skill Groups or agents during the half-hour interval. This includes Consultative calls. The value is updated in the database when the transfer of the call is completed. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports entskg23: Enterprise Skill Group Performance Summary Half Hour Report Overview: Subject A table of the selected enterprise skill group(s) showing skill group statistics, gathered in half-hour increments. Note: This report displays the same data as the Perskg23 report, except that this report is first organized by enterprise skill group rather than by media.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Agent State Times: % Not Ready Time The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or interval, whichever is less. Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf / Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Skill_Group_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/ (Skill_Group_Half_Hour.LoggedOnTimeToHalf -Skill_Group_Half_Hour.NotReadyTimeToHalf)) Complete Tasks: ASA The average speed of answer measured in HH:MM:SS (hours, minutes, seconds) for the skill group as the total time callers spent ringing at the agent’s voice device (handled or internal calls) in relation to the number of tasks begun.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports *Intercept (IPCC only) The number of calls intercepted by the supervisor. Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf Skill Group Summary The total fields for each skill group. Enterprise Skill Group Summary The total fields for each enterprise skill group. Report Summary The total fields for all skill groups.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Skill Group The member skill group's enterprise name and ID. Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID) Date (no label) The date of the selected row's data in MM/DD/YYYY (month, day, year) format. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Agent State Times: % Reserved Time The percentage of time that agents spent working on Reserved time in relation to LoggedOnTime or interval, whichever is less. Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf / Skill_Group_Half_Hour.LoggedOnTimeToHalf) Agent State Times: % Utilization The percentage of time the agents spent working on calls in relation to the time Agents are ready.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports *Supv Assist The number of calls for which agents received supervisor assistance. Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf *Emerg Assist (IPCC only) The number of emergency assist requests by the agent. Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf *Barge In (IPCC only) The number of calls barged in on by the supervisor. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Template type Historical table Default sort order By enterprise skill group name, then by skill group name, and then by date and time. Drilldowns available Yes Schema database tables Skill_Group Enterprise_Skill_Group Skill_Group_Half_Hour Enterprise_Skill_Group_Member Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Completed Tasks: Redirect No Answer The number of tasks for this skill group that were redirected rather than answered within the interval. Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf Completed Tasks: Handled The number of ICM Routed tasks handled within this skill group during the interval. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Agent State Times: 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_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Agent State Times: % Busy Other Time The percentage of time that the agents of this skill group spent in busy other state. Derived from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf / Skill_Group_Half_Hour.LoggedOnTimeToHalf) Skill Group Summary The field totals for each skill group in an enterprise skill group. Enterprise Skill Group Summary The field totals for each enterprise skill group.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Data: Enterprise Skill Group The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName (Enterprise_Skill_Group.EnterpriseSkillGroupID) Skill Group The skill group's enterprise name and skill target ID. Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID) Date (no label) The date of the selected row's data in MM/DD/YYYY (month, day, year) format.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Completed Tasks: AHT The average handle time in HH:MM:SS (hours, minutes, seconds) for incoming tasks handled by the skill group during the interval. Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf / Skill_Group_Half_Hour.CallsHandledToHalf Completed Tasks: Avg Active Time The Average Active Time for agents in the skill group during the interval. Derived from: (Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Agent State Times: % Not Active Time The percentage of time that agents have spent in the Not Active or Available state in relation to LoggedOnTime or interval, whichever is less. Derived from: (Skill_Group_Half_Hour.AvailTimeToHalf / Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports entskg27: Enterprise Skill Group Historical All Fields Report Overview: Subject A table of all the selected enterprise skill groups listing all the available skill-group historical report data for the selected interval Note: This report displays the same data as the Perskg27 report except that this report is organized by enterprise skill group rather than by media.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Date Time (no label) 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_Half_Hour.DateTime *Callback Msg The number of callback messages processed by the agent during the half-hour interval. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports 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_Half_Hour.HoldTimeToHalf *Internal Tasks The number of internal calls to the skill group during the half-hour interval. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports *Out Active Time The talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls handled by an agent in the skill group during the half-hour interval. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Not Active Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not Active state during the half-hour interval. Derived from: Skill_Group_Half_Hour.AvailTimeToHalf Not Ready Time The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Not Ready state during the half-hour interval. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Aban Ring Time The time in HH:MM:SS (hours, minutes, seconds) that calls to the skill group abandoned while ringing at the agent's phone. The value is incremented at the time the call disconnects. Derived from: Skill_Group_Half_Hour.AbandonRingTimeToHalf 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.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports *Conf Out Time The time in HH:MM:SS (hours, minutes, seconds) that skill group agents spent in conference calls they initiated. Calls include are ACD and non-ACD calls. The value includes hold time and is incremented when the agent drops off the call or the call becomes a simple 2 party call. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports Redirect No Ans Time The time in HH:MM:SS (hours, minutes, seconds) that tasks to the skill group waited before being redirected on failure to answer. The value is incremented at the time the call is diverted to another device. Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf *Short Tasks The number of calls answered by skill group agents where the duration of the calls falls within a short threshold.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports *Auto Out Active Time (Outbound Option only) The talk time, in HH:MM:SS (hours, minutes, seconds), for completed AutoOut (predictive) calls handled by agents in the skill group during the half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports *Preview Hold Time (Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that outbound Preview calls were placed on hold by agents in the skill group during the half-hour interval. The value is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports *Active Preview Time (Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the agent spent talking on outbound Preview calls during the half-hour interval. TalkAutoOutTimeToHalf is included in the calculation of LoggedOnTimeToHalf. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Reports DB DataTime The date and time that data was last written to the ICM historical database (HDS) from the logger database. This is different from the time that the data was created. This is useful if you are extracting data from the historical database and you want to see when it was last updated. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Report Name Peripheral Skill Group Report Summary List Applicable Environment Type Description perskg08: FTE for Peripheral Skill Groups Half Hour Report, page 5-91 IPCC and/or Standard ACD Historical table Half-hour FTE counts for agents signed on, idle, available, talking, and in wrap-up.
IPCC Skill Group Report Templates Peripheral Skill Group Report Name 5-68 Peripheral Skill Group Report Summary List Applicable Environment Type Description perskg24: Peripheral Skill Group Performance Summary Daily Report, page 5-108 IPCC only historical table A summary of agent performance for each skill group for the selected day(s).
IPCC Skill Group Report Templates Example IPCC Peripheral Skill Group Report Example IPCC Peripheral Skill Group Report IPCC Peripheral Skill Group Real-Time Reports • perskg01: Peripheral Skill Group Status Real Time Report, page 5-70 • perskg03: Peripheral Skill Group Agent State Status Report, page 5-71 • perskg04: Rolling 5-minute Peripheral Skill Group Status Report, page 5-72 • perskg05: Peripheral Skill Group % Utilization of Ready Agents Report, page 5-74 • perskg11: Outbound Option (Ble
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports perskg01: Peripheral Skill Group Status Real Time Report Overview: Subject A bar graph of the selected Peripheral Skill Group(s) showing the number of agents in each skill group in the Not Ready, Not Active, Active, Reserved, BusyOther, Hold, Interrupted, and Wrap-Up states. Purpose To show the current status of the selected peripheral skill group(s).
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports BusyOther The number of agents in the skill group currently in the BusyOther state. Derived from: Skill_Group_Real_Time.BusyOther Hold The number of agents in the skill group that have all active calls on hold. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports % Active The percentage of agents in the skill group who are working on incoming tasks or who are in one of the talking states. The Talking state tracks agents who are in either the Talking In, Talking Out, or Talking Other states (now or during an interval). The time agents spend in each of these states is tracked individually.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports Default sort order By media routing domain and then by skill group Drilldowns available When selected from the Base Only Skill Group template subcategory (that is, used as a base only skill group report), Yes. When selected from the Peripheral Skill Group template subcategory (that is, used as a peripheral skill group report), No.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports FTE Hold5 The FTE value for the number of agents in the Hold state during an interval. The Hold state is a state in which an agent has all active calls on hold. Derived from: Skill_Group_Real_Time.HoldTimeTo5 / 300 FTE Reserved5 The FTE value for the number of agents in the Reserved state during an interval.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports perskg11: Outbound Option (Blended Agent) Statistics By Skill Group Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing their associated Outbound Option status. Purpose To show the current outbound option status in the selected peripheral skill groups Applicable environment Outbound Option.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports perskg20: Peripheral Skill Group Status Real Time Report Overview: Subject A table of the selected peripheral skill group(s) showing the current statistics for each skill group Note: If there are primary or secondary skill groups defined for the base skill group, then the base skill group is not shown. Fields applicable to a voice domain only are prefixed with an asterisk (*).
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports Handled The number of tasks that have been handled in the past 5 minutes. Derived from: Skill_Group_Real_Time.SGRT.CallsHandledTo5 AHT The average time in HH:MM:SS (hours, minutes, seconds) it has taken within the past 5 minutes to handle a task. Derived from: Skill_Group_Real_Time.HandleCallsTimeTo5 / Skill_Group_Real_Time.CallsHandledTo5 Log On The number of agents that are currently logged on to the skill group.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports *Active Reservation The number of agents in the skill group currently talking on agent reservation calls. Derived from: Skill_Group_Real_Time.TalkingReserve Avg Active Time The average talk or active time measured in HH:MM:SS (hours, minutes, seconds) format within the past 5 minutes. Derived from: (Skill_Group_Real_Time.HandledCallsTalkTimeTo5 / Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports % Utilization 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. Derived from: Skill_Group_Real_Time.PercentUtilizationTo5 Media Skill Group Summary The total for each field for each media routing domain.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports Data: Skill Group The skill group's enterprise name and skill target ID Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID 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_Half_Hour.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports *Active Other The number of agents in the skill group currently talking on internal (neither inbound nor outbound) calls. Examples of “other calls” include agent-to-agent transfers and supervisor calls. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports *Longest Task Queued The date and time that the longest task in the queue for the skill group was placed in the queue. Derived from: Skill_Group_Real_Time.LongestCallQ Longest Not Active Agent A date and time value that specifies the time that the longest Not Active agent for the skill group became available. If no agent was available, the value is 0. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports Current 5 Minutes Task Statistics: Offered The number of tasks offered to the skill group during the current five-minute interval. In real-time data, a task is counted as offered as soon as it is sent to a skill group. Offered tasks are the total number of incoming calls and internal calls sent to a specific route, service, or skill group.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports *Current 5 Minutes Task Statistics: Transfer Out The number of calls transferred out of the skill group during the current five-minute interval. The value is updated in the database when the transfer of the call is completed. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports Current 5 Minutes Agent Statistics: Not Active The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group have been in the Not Active state during the current five-minute interval. AvailTime is included in the calculation of LoggedOnTime. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports Current 5 Minutes Agent Statistics: Hand Time The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by the skill group during the current five-minute interval. HandledCallsTime is the time spent from the task being answered by the agent to the time the agent completed after-task work associated with the task.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports Current 5 Minutes Agent Statistics: Reserved The time in HH:MM:SS (hours, minutes, seconds) that agents for the skill group have spent in the Reserved state for the past five minutes. ReservedStateTime is included in the calculation of LoggedOnTime. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports Current 5 Minutes Agent Statistics: Work Ready The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Work Ready state during the current five-minute interval. WorkReadyTime is included in the calculation of LoggedOnTime. Derived from: Skill_Group_Real_Time.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Drilldowns available When selected from the Base Only Skill Group template subcategory (that is, used as a base only skill group report), Yes. When selected from the Peripheral Skill Group template subcategory (that is, used as a peripheral skill group report), No.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports perskg08: FTE for Peripheral Skill Groups Half Hour Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing half-hour FTE (Full Time Equivalent) counts for agents signed on and in the Not Ready, Not Active, Active, Wrap Up, Hold, Reserved, and BusyOther states. Note: This report displays the same data as the Entskg08 report except that this report is organized by media rather then by skill group.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports FTE Log On The fraction of 30 minutes, for the number of agents logged on to the system during an interval. Logged on is a state in which agents are known to the system, but may or may not be ready to receive calls. Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf / 1800 FTE Not Ready The fraction of 30 minutes, for the number of agents in the Not Ready state during an interval. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports perskg09: Peripheral Skill Group Normalized Agent State Report Overview: Subject A bar graph of the selected Peripheral Skill Group(s) showing the normalized percentage of agent states over a specified range of time, gathered in half-hour increments. Note: This report displays the same data as the Entskg09 report except that this report is organized by media rather then by skill group.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports % Wrap The percentage of the time that all agents in the skill group were in wrap up during the selected interval. This value is measured against the total time that all agents were logged on during the interval. Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Drilldowns available When selected from the Base Only Skill Group template subcategory (that is, used as a base only skill group report), Yes. When selected from the Peripheral Skill Group template subcategory (that is, used as a peripheral skill group report), No. Schema database table Skill_Group Agent_Skill_Group_Half_Hour Data: Peripheral Skill Group The name of the peripheral skill group. Derived from: Skill_Group.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Preview Handle Time The percentage of time that agents in the peripheral skill group spent talking on completed outbound preview tasks during the half-hour interval. Handle time includes three values taken from the Termination_Call_Detail records: WorkTime TalkTime HoldTime The PreviewCallsTime measurement begins at the time the task initiates, and ends at the time the agent completes any after-task work for the task.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports perskg21: Peripheral Skill Group Task Summary Half Hour Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing each skill groups' call statistics, gathered in half-hour increments. Note: Completed task data is for all 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.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Total Queued The number of tasks queued to the group by the CallRouter and the local ACD queue. Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf + Skill_Group_Half_Hour.CallsQueuedToHalf Enterprise Queued The number of tasks queued queued by ICM to the skill group during the half-hour interval. Note: This does not include calls queued locally by TDM ACDs. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Completed Tasks: % Handled The percentage of completed tasks that were handled at the skill group in relation to the number of tasks queued to the skill group during the interval. Derived from: Skill_Group_Half_Hour.CallsHandledToHalf / Total Calls Completed where Total Calls Completed = Skill_Group_Half_Hour.RouterCallsAbandQToHalf + Skill_Group_Half_Hour.AbandonRingCallsToHalf + Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports *Conf Out The number of conference calls that the skill group agents initiated. The conferenced out calls include ACD and non-ACD calls. The value is updated in the database when the agent drops off the call or the call becomes a simple two-party call. Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf *Supv Assist The number of calls for which agents received supervisor assistance during the half-hour interval.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports perskg22: Peripheral Skill Group Task Summary Daily Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing daily totals for incoming and outgoing call counts and call treatments. Note: Completed task data is for all 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.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Total Queued The number of tasks queued to the group by the CallRouter and the local ACD queue. Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf + Skill_Group_Half_Hour.CallsQueuedToHalf Ent Queued The number of tasks queued queued by ICM to the skill group during the half-hour interval. Note: This does not include calls queued locally by TDM ACDs. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Completed Tasks: % Handled The percentage of completed tasks that were handled at the skill group in relation to the number of tasks queued to the skill group during the interval. Derived from: Skill_Group_Half_Hour.CallsHandledToHalf / Total Calls Completed where Total Calls Completed = Skill_Group_Half_Hour.RouterCallsAbandQToHalf + Skill_Group_Half_Hour.AbandonRingCallsToHalf + Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports *Conf Out The number of conference calls that the skill group agents initiated. The conferenced out calls include ACD and non-ACD calls. The value is updated in the database when the agent drops off the call or the call becomes a simple two-party call. Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf *Supv Assist The number of calls for which agents received supervisor assistance during the half-hour interval.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Applicable environment IPCC and/or standard ACD Template type Historical table Default sort order By media routing domain, skill group, and then by date and time Drilldowns available When selected from the Base Only Skill Group template subcategory (that is, used as a base only skill group report), Yes. When selected from the Peripheral Skill Group template subcategory (that is, used as a peripheral skill group report), No.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Agent State Times: % Hold Time The percentage of time that agents have spent on hold in relation to LoggedOnTime or interval, whichever is less. Derive from: (Skill_Group_Half_Hour.HoldTimeToHalf / Skill_Group_Half_Hour.LoggedOnTimeToHalf) Agent State Times: % Wrap Time 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.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Complete Tasks: Avg Wrap Time The Average Handle Time in HH:MM:SS (hour, minutes, seconds) for tasks sent to the skill group. Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf / Skill_Group_Half_Hour.CallsHandledToHalf Complete Tasks: Aban Hold The number of ICM routed calls that Abandon While on hold at agents’ phones and/or the number of paused tasks agents ended. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports perskg24: Peripheral Skill Group Performance Summary Daily Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing performance statistics, gathered in day increments. This report displays the same data as the Entskg23 report except that this report is organized by media rather then by skill group.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Agent State Times: % Not Ready Time The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or interval, whichever is less. Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf / Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Skill_Group_Half_Hour.WorkReadyTimeToHalf + Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/ (Skill_Group_Half_Hour.LoggedOnTimeToHalf Skill_Group_Half_Hour.NotReadyTimeToHalf)) Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Media Summary The total fields for each media routing domain. Report Summary The total fields for all skill groups. perskg25: Peripheral Skill Group Consolidated Half Hour Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing consolidated call and skill group statistics, gathered in half-hour increments.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports DateTime (no label) 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_Half_Hour.DateTime Total Queued The number of tasks queued to this Skill Group by the CallRouter and the local ACD queue within the interval. Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf + Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Completed Tasks: Aban Hold The number of ICM routed tasks that abandoned while on hold and/or the number of paused tasks ended by the agents within this skill group during the interval. Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf *Transfer In The number of incoming tasks that were transferred to this skill group from other agents within the same peripheral that did not go to IVR for queuing.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Agent State Times: % Active Time The percentage of time that the agent of this skill group has spent in Active state in this Skill Group in relation to LoggedOnTime. Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Hold Time The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or interval, whichever is less.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports perskg26: Peripheral Skill Group Consolidated Daily Report Overview: Subject A table of the selected Peripheral Skill Group(s) showing consolidated call and skill group statistics, gathered in day increments. Note: Completed tasks are all the tasks all 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.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Total Queued The number of tasks queued to this Skill Group by the CallRouter and the local ACD queue within the interval. Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf + Skill_Group_Half_Hour.CallsQueuedToHalf Ent Queued The number of tasks queued to this Skill Group by ICM; this does not include calls queued locally by TDM ACDs. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports *Transfer In The number of incoming tasks that were transferred to this skill group from other agents within the same peripheral that did not go to IVR for queuing. The value is updated in the database when the call is completed. Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf *Transfer Out The number of tasks this agent transferred to another agent or skill group. This includes Consultative Calls.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Agent State Times: % Active Time The percentage of time that the agent of this skill group has spent in Active state in this Skill Group in relation to LoggedOnTime. Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / Skill_Group_Half_Hour.LoggedOnTimeToHalf Agent State Times: % Hold Time The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or interval, whichever is less.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports perskg27: Peripheral Skill Group Historical All Fields Report Overview: Subject A table of the selected Peripheral Skill Group(s) listing all the available skill-group historical report data for the selected interval. Fields applicable to a voice domain only are prefixed with an asterisk (*). Such fields are not applicable for e-mail or collaboration media.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports *Callback Msg Time The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing callback messages during the half-hour interval. Derived from: Skill_Group_Half_Hour.CallbackMessagesTimeToHalf Tasks Ans The number of tasks begun during the half-hour interval. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports *Internal Out Time The total time in HH:MM:SS (hours, minutes, seconds) that internal calls to the skill group occurred during the half-hour interval. Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf *Supervisor Assist Tasks The number of calls for which agents received supervisor assistance during the half-hour interval. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports *Agent Out Hold Time The total time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were placed on hold during the half-hour interval. This value updated in the database when after-call work associated with the call (if any) is completed. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Work Not Ready The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Work Not Ready state during the half-hour interval. Derived from: Skill_Group_Half_Hour.WorkNotReadyTimeToHalf Busy Other The total time in HH:MM:SS (hours, minutes, seconds) that agents spent handling calls assigned to other skill groups during the half-hour interval. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports *Agent Term The total number of ACD calls that were terminated by an agent in the skill group before the far end released. Value incremented at the time the call disconnects. Includes AgentOutCallsToHalf and CallsHandledToHalf. Derived from: Skill_Group_Half_Hour.AgentTerminatedCallsToHalf *Consult Tasks The number of consultative calls completed by agents in the skill group with at least one ACD call on hold.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Hold Time The total total time in HH:MM:SS (hours, minutes, seconds) that completed tasks were placed on hold or paused during the half-hour interval. The value is incremented when the after-task work time associated with the task has completed. Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf *Internal In The number of internal calls received by skill group agents during the half-hour interval.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Rtr Tasks AbandQ The number of tasks queued to the group by the CallRouter that were abandoned during the half-hour interval. Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf Rtr Queue Tasks The number of tasks queued to the group by the CallRouter during the half-hour interval. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports *Auto Out Hold Time (Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that AutoOut (predictive) calls were placed on hold by agents in the skill group during the half-hour interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports *Reserve Time (Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed agent reservation calls handled by the agent in the skill group during the half-hour interval. Handle time includes WorkTime, TalkTime, and HoldTime. The ReserveCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports Intercept Tasks The number of calls intercepted either by the supervisor or by the agent. Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf *Monitor Tasks The number of calls monitored either by the supervisor or by the agent. Derived from: Skill_Group_Half_Hour.MonitorCallsToHalf *Whisper Tasks The number of calls coached either by the supervisor or by the agent. Derived from: Skill_Group_Half_Hour.
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports DB DataTime The date and time that data was last written to the ICM historical database (HDS) from the logger database. This is different from the time that the data was created. This is useful if you are extracting data from the historical database and you want to see when it was last updated. Derived from: Skill_Group_Half_Hour.DbDatetime 5-130 Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.
C H A P T E R 6 Trunk Group for IP-IVR Report Templates The trunk group IP-IVR templates are applicable for service control IVRs. They show how busy IVR ports are so you can ascertain if more ports are needed to adequately run the Contact Center. IVR ports have to be put into a trunk group in order to route calls to them. The Service Control protocol returns the number of ports and its status to ICM, so that ICM can report on them. Each Trunk Group represents one IVR platform (machine).
Trunk Group for IP-IVR Report Templates Summary List of all Trunk Group for IP-IVR Reports Table 6-1 Trunk Group IP-IVR Reports (continued) 6-2 Template Type Description trkgrp22: IVR Ports Status Real Time Report, page 6-10 real-time table The status of the IVR ports in the selected IVR Port Groups trkgrp23: IVR Ports Performance Half Hour Report, page 6-10 historical table Half-hour counts of ports in-service and ports idle, and the seconds that all ports were busy nettrk03: Network Trunk Gro
Trunk Group for IP-IVR Report Templates Example Trunk Group for IP-IVR Report Example Trunk Group for IP-IVR Report Trunk Group for IP-IVR Report Descriptions • trkgrp04: Trunks Real Time All Fields Report, page 6-4 • trkgrp12: Trunks Historical All Fields Report, page 6-6 • trkgrp20: All Ports Busy Real Time Report, page 6-8 • trkgrp21: IVR Ports Idle & In Service Real Time Report, page 6-9 • trkgrp22: IVR Ports Status Real Time Report, page 6-10 • trkgrp23: IVR Ports Performance Half Hour Re
Trunk Group for IP-IVR Report Templates trkgrp04: Trunks Real Time All Fields Report trkgrp04: Trunks Real Time All Fields Report Overview: Subject A table of all the selected trunk groups listing all the available trunk group real-time report data Purpose To show all the available trunk real-time report data in the Trunk_Group_Real_Time database table so that you can select which data you want for a customized trunk real-time report Applicable environment IPCC and/or standard ACD Template type His
Trunk Group for IP-IVR Report Templates trkgrp04: Trunks Real Time All Fields Report Aban Today The number of tasks to the trunk group abandoned in queue since midnight. Derived from: Trunk_Group_Real_Time.CallsAbandonedToday Tasks In30 The number of inbound tasks received on the trunk group during the current half-hour interval. Derived from: Trunk_Group_Real_Time.CallsInHalf Tasks In Now The number of inbound tasks currently in progress on the trunk group. Derived from: Trunk_Group_Real_Time.
Trunk Group for IP-IVR Report Templates trkgrp12: Trunks Historical All Fields Report Inbound Time Today The time in HH:MM:SS (hours, minutes, seconds) trunks in the group have been in use for inbound tasks since midnight. Derived from: Trunk_Group_Real_Time.InUseInboundTimeToday Outbound Time30 The time in HH:MM:SS (hours, minutes, seconds) trunks in the group have been in use for outbound tasks during the current half-hour interval. Derived from: Trunk_Group_Real_Time.
Trunk Group for IP-IVR Report Templates trkgrp12: Trunks Historical All Fields Report DateTime The ICM Central Controller date and time that this data was last updated. Derived from: Trunk_Group_Half_Hour.DateTime Trunk ID The ID number of the Trunk group. Derived from: Trunk_Group_Half_Hour.TrunkGroupID TimeZone The time zone for the date and time. The value is the offset in minutes from GMT. Derived from: Trunk_Group_Half_Hour.
Trunk Group for IP-IVR Report Templates trkgrp20: All Ports Busy Real Time Report Inbound Time The time in HH:MM:SS (hours, minutes, seconds) that trunks in the group have been in use for inbound tasks during the current half-hour interval. Derived from: Trunk_Group_Half_Hour.InUseInboundTimeToHalf Recovery Day A value used internally by ICM software to track virtual time. Derived from: Trunk_Group_Half_Hour.
Trunk Group for IP-IVR Report Templates trkgrp21: IVR Ports Idle & In Service Real Time Report Data: IVR Ports The enterprise name of the IVR Ports trunk group. Derived from: Trunk_Group.EnterpriseName All Ports Busy The Total time that all ports in the IVR group were busy for the current half-hour interval. Derived from: Trunk_GroupReal_Time.
Trunk Group for IP-IVR Report Templates trkgrp22: IVR Ports Status Real Time Report trkgrp22: IVR Ports Status Real Time Report Overview: Subject A real-time table showing counts of ports in-service, ports idle, and the time in HH:MM:SS (hours, minutes, seconds) that all ports have been currently busy. Purpose To show the status of IVR ports. Use this report to ensure that your system is performing optimally.
Trunk Group for IP-IVR Report Templates nettrk03: Network Trunk Group Real Time All Fields Report Applicable environment IPCC Template type Historical table Default sort order By IVR port trunk group and then by date and time. Drilldowns available No Schema database tables Trunk_Group Trunk_Group_Half_Hour Data: IVR Ports The name of the IVR port used by the trunk group. Derived from: Trunk_Group.
Trunk Group for IP-IVR Report Templates nettrk03: Network Trunk Group Real Time All Fields Report Purpose To show all the available network trunk-group real-time data in the Network_Trunk_Group_Real_Time database table so that you can select which data you want for a customized network trunk-group real-time report.
Trunk Group for IP-IVR Report Templates nettrk03: Network Trunk Group Real Time All Fields Report Tasks In30 The number of inbound calls received on the trunk group during the current half-hour interval. Derived from: Network_Trunk_Group_Real_Time.CallsInHalf Tasks In Now The number of inbound calls currently in progress on the trunk group. Derived from: Network_Trunk_Group_Real_Time.CallsInNow Tasks In Today The number of inbound calls received on the trunk group since midnight.
Trunk Group for IP-IVR Report Templates nettrk13: Network Trunk Group Historical All Fields Report Outbound Time30 The time in HH:MM:SS (hours, minutes, seconds) trunks in the group have been in use for outbound calls during the current half-hour interval. Derived from: Network_Trunk_Group_Real_Time.InUseOutboundTimeHalf Outbound Time Today The time in HH:MM:SS (hours, minutes, seconds) trunks in the group have been in use for outbound calls since midnight. Derived from: Network_Trunk_Group_Real_Time.
Trunk Group for IP-IVR Report Templates nettrk13: Network Trunk Group Historical All Fields Report Trunk ID The ID number of the Trunk group. Derived from: Network_Trunk_Group_Half_Hour.NetworkTrunkGroupID Busy All The total time in HH:MM:SS (hours, minutes, seconds) during the current half-hour interval that all trunks in the group were busy. Derived from: Network_Trunk_Group_Half_Hour.
Trunk Group for IP-IVR Report Templates nettrk13: Network Trunk Group Historical All Fields Report In Service The number of trunks in the trunk group in service now. Derived from: Network_Trunk_Group_Half_Hour.TrunksInService Recovery Day A value used internally by ICM software to track virtual time. Derived from: Network_Trunk_Group_Half_Hour.RecoveryDay Recovery Key A value used internally by ICM software to track virtual time. Derived from: Network_Trunk_Group_Half_Hour.
C H A P T E R 7 Application Gateway, Path, and Script Queue Reports The Application Gateway allows ICM to query host systems that are running other contact center applications. ICM can then base routing decisions on the results obtained from the query. Use the application gateway reports to report on such data as the number of query requests issued to a host system and the delay involved in making queries. Use the script queue report for script queue statictics.
Application Gateway, Path, and Script Queue Reports Example Application Gateway Report Example Application Gateway Report apgate11: Application Gateway Status Half Hour Report Overview: 7-2 Subject Data on requests made by the application gateway to a host system, gathered in half-hour increments. Purpose To show application gateway half-hour status for the selected time period. Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.
Application Gateway, Path, and Script Queue Reports Example Application Gateway Report Applicable environment IPCC and/or standard ACD Template type Historical table Default sort order By Application Gateway and then by DateTime Drilldowns available No Schema database table Application_Gateway Application_Gateway_Half_Hour Data: Application Gateway The enterprise name of the application gateway Derived from: Application_Gateway.
Application Gateway, Path, and Script Queue Reports Example Application Gateway Report Errors The number of errors that occurred for requests to the host system during the half-hour interval. Derived by: Application_Gateway_Half_Hour.ErrorsToHalf Timeouts The number of requests to the host system that timed out during the half-hour interval. Derived by: Application_Gateway_Half_Hour.TimeoutsToHalf Summary A summary of each field for all the application gateways.
Application Gateway, Path, and Script Queue Reports Example Application Gateway Report Application Online Whether or not the application path is currently online. Values are either 0 (off line) or 1 (on line). Derived from: Application_Path_Real_Time.AppOnLine scrque01: Script Queue Node Real Time Report Overview: Subject Queue statistics for a script's Queue Node.
Application Gateway, Path, and Script Queue Reports Example Application Gateway Report Time in Queue The waiting time for the first element in the queue. Derived from: Script_Queue_Real_Time.LongestTimeInQueue Tasks Queued The number of tasks currently queued at the node. Derived from: Script_Queue_Real_Time.NumTasks 7-6 Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.
C H A P T E R 8 Outbound Option (Blended Agent) reports The Outbound Option is an application that provides outbound dialing functionality along with the existing inbound capabilities of ICM software. With the Outbound Option, contact centers can be configured for automated outbound activities. This option allows agents who are not busy with inbound calls to perform outbound calls, thereby maintaining high agent productivity.
Outbound Option (Blended Agent) reports Outbound Option Real-Time Reports Outbound Option Real-Time Reports Table 8-1 Outbound Option Report Templates Template Name 8-2 Applicable Environment Type Description agtskg06: Outbound Option (Blended Agent) Status Report, page 2-119 Outbound Option (IPCC and/or standard ACD) real-time table Outbound Option task status for the selected time period.
Outbound Option (Blended Agent) reports Outbound Option Real-Time Reports Table 8-1 Outbound Option Report Templates (continued) Template Name Applicable Environment Type Description camqry11: Summary of Call Counts per Campaign Half Hour Report, page 8-18 Outbound Option (IPCC and/or standard ACD) historical table Status of all campaign records.
Outbound Option (Blended Agent) reports Example Outbound Option Report Example Outbound Option Report camqry01: Call Counts of Query Rule within Campaign Real Time Report Overview: 8-4 Subject Outbound Option Campaign Query Rule: All query rules within a campaign.
Outbound Option (Blended Agent) reports camqry01: Call Counts of Query Rule within Campaign Real Time Report Data: Campaign Name The name of the campaign. Derived from: Campaign.CampaignName Query Rule Name The name of the query rule. Derived from: Query_Rule.QueryRuleName Total Records The total number of records. Derived from: Campaign_Query_Rule_Real_Time.TotalCount Available The number of available records. Derived from: (Campaign_Query_Rule_Real_Time.TotalCount Campaign_Query_Rule_Real_Time.
Outbound Option (Blended Agent) reportscamqry01: Call Counts of Query Rule within Campaign Real Time Report Fax The number of calls that detected a fax. Derived from: Campaign_Query_Rule_Real_Time.FaxDetectCount Network IVR The number of calls that detected a network answering machine. Derived from: Campaign_Query_Rule_Real_Time.NetworkAnsweringMachinesCount Answering Machine The number of calls that detected an answering machine. Derived from: Campaign_Query_Rule_Real_Time.
Outbound Option (Blended Agent) reports camqry02: Summary of Call Counts Per Campaign Real Time Report WrapUp Time The length of time the agents spent in wrap-up work. Derived from: Campaign_Query_Rule_Real_Time.WrapupTimeCount Campaign Summary A summary of each field for each campaign. Report Summary A summary of each field for all campaigns. camqry02: Summary of Call Counts Per Campaign Real Time Report Overview: Subject Outbound Option Campaign Query Rules: Current status of all campaign records.
Outbound Option (Blended Agent) reports camqry02: Summary of Call Counts Per Campaign Real Time Report Requested Callback The number of call-back contacts. Derived from: Campaign_Query_Rule_Real_Time.CallBackCount Voice The number of calls for the day that ended in successful customer contact. Derived from: Campaign_Query_Rule_Real_Time.VoiceCount Busy The number of calls that detected a busy signal. Derived from: Campaign_Query_Rule_Real_Time.
Outbound Option (Blended Agent) reports camqry03: Valid Campaign Dialing Times Real Time Report Canceled The number of calls where the dialer canceled a ringing customer call Derived from: Campaign_Query_Rule_Real_Time.CanceledDetectCount Abandon The number of calls abandoned by the dialer. Derived from: Campaign_Query_Rule_Real_Time.AbandonDetectCount Abandon to IVR The number of calls that were abandoned by the dialer.
Outbound Option (Blended Agent) reports camqry04: Query Rule Dialing Times Real Time Report Data: Campaign Name The name of the campaign. Derived from: Campaign.CampaignName Start Work Time Campaign Start Work time measured in HH:MM:SS format. Campaign Start Work time is the start time that a customer can be phoned at work. Campaign time is normalized to the customer’s time zone.
Outbound Option (Blended Agent) reports camqry04: Query Rule Dialing Times Real Time Report Applicable environment Outbound Option (IPCC and/or standard ACD) Template type Real-time table Default sort order By campaign name, and then by query rule name, query rule start time, query rule end time, campaign work start time, campaign work end time, campaign home start time, and campaign home end time Drilldowns available No Schema database tables Campaign Campaign_Query_Rule Query_Rule Data: Campai
Outbound Option (Blended Agent) reports dialer01: Dialer Real Time Report Work Duration The total work time. Work Duration = End Work Time – Start Work Time. Derived from: (((Campaign.WorkEndHours * 60) + (Campaign.WorkEndMinutes)) - ((Campaign.WorkStartHours * 60) + (Campaign.WorkStartMinutes))) Query Rule Duration The total query rule time. Work Duration = End Query Rule Time – Start Query Rule Time. Derived from: (((Campaign_Query_Rule.EndHours * 60) + (Campaign_Query_Rule.
Outbound Option (Blended Agent) reports dialpr01: Dialer Port Status Real Time Report Data: Dialer Name The name of the dialer. Derived from: Dialer.DialerName Dialed The number of contacts dialed today. Derived from: Dialer_Real_Time.ContactsDialedToday Busy The number of contacts for which busy signals were detected. Derived from: Dialer_Real_Time.BusyDetectToday Voice The number of contacts for which voices were detected. Derived from: Dialer_Real_Time.
Outbound Option (Blended Agent) reports dialpr01: Dialer Port Status Real Time Report Applicable environment Outbound Option (IPCC and/or standard ACD) Template type Real-time table Default sort order By dialer name, port number, campaign name Drilldowns available No Schema database tables Dialer Campaign Query Rule Dialer_Port_Real_Time Data: Dialer Name (no label) The name of the dialer. Derived from: Dialer.DialerName Port # The dialer port number. Derived from: Dialer_Port_Real_Time.
Outbound Option (Blended Agent) reports imprul01: Import Status Real Time Report imprul01: Import Status Real Time Report Overview: Subject Import Rule: The number of good, bad, and total records imported, or to be imported.
Outbound Option (Blended Agent) reports Outbound Option Historical Reports Total Records The total number of records imported or to be imported. Derived from: Import_Rule_Real_Time.TotalRecords Outbound Option Historical Reports camqry10: Call Counts of Query Rule within Campaign Half Hour Report Overview: Subject Outbound Option Campaign Query Rule: Data for each query rule within a campaign, gathered in half-hour increments.
Outbound Option (Blended Agent) reports camqry10: Call Counts of Query Rule within Campaign Half Hour Report Voice The number of contacts for which a voice was detected during the half-hour interval. Derived from: Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf Busy The number of contacts in a half-hour interval that detected a busy signal. Derived from: Campaign_Query_Rule_Half_Hour.BusyDetectToHalf No Answer The number of contacts in a half-hour interval that were not answered.
Outbound Option (Blended Agent) reports camqry11: Summary of Call Counts per Campaign Half Hour Report Canceled The number of contacts in a half-hour interval where the dialer canceled a ringing customer call Derived from: Campaign_Query_Rule_Half_Hour.CanceledDetectToHalf Abandon The number of contacts in a half-hour interval abandoned by the dialer. Derived from: Campaign_Query_Rule_Half_Hour.
Outbound Option (Blended Agent) reports camqry11: Summary of Call Counts per Campaign Half Hour Report Applicable environment Outbound Option (IPCC and/or standard ACD) Template type Historical table Default sort order By campaign name, and then by date and time Drilldowns available No Schema database table Campaign Campaign_Query_Rule_Half_Hour Data: Campaign Name The name of the campaign. Derived from: Campaign.
Outbound Option (Blended Agent) reports camqry11: Summary of Call Counts per Campaign Half Hour Report Network IVR The number of contacts in a half-hour interval that detected a network answering machine. Derived from: Campaign_Query_Rule_Half_Hour.NetworkAnsMachineDetectToHalf Answering Machine The number of contacts in a half-hour interval that detected an answering machine. Derived from: Campaign_Query_Rule_Half_Hour.
Outbound Option (Blended Agent) reports dialer10: Dialer Call Result Summary Half Hour Report WrapUp Time The length of time the agents spent in wrap-up work. Derived from: Campaign_Query_Rule_Half_Hour.WrapupTimeToHalf Campaign Summary A summary of each field for each campaign. Report Summary A summary of each field for all campaigns.
Outbound Option (Blended Agent) reports dialer10: Dialer Call Result Summary Half Hour Report Busy The number of contacts for which busy signals were detected during the half-hour interval. Derived from: Dialer_Half_Hour.BusyDetectToHalf No Answer The number of contacts which were not answered during the half-hour interval. Derived from: Dialer_Half_Hour.NoAnswerDetectToHalf No Ringback The number of contacts in a half-hour interval that did not detect a ring back. Derived from: Dialer_Half_Hour.
Outbound Option (Blended Agent) reports imprul10: Import Rule Report Abandon The number of contacts in a half-hour interval abandoned by the dialer. Derived from: Dialer_Half_Hour.AbandonDetectToHalf Abandon to IVR The number of contacts in a half-hour interval that were abandoned by the dialer. However, instead of hanging-up on the customer the customer was transferred to an IVR which plays a message. Derived from: Dialer_Half_Hour.
Outbound Option (Blended Agent) reports imprul10: Import Rule Report Start Date The date and time the import rule started. Derived from: Import_Rule_History.StartDateTime End Date The date and time the import rule finished. Derived from: Import_Rule_History.EndDateTime Good Records The number of good records imported. Derived from: Import_Rule_History.GoodRecords Bad Records The number of bad records imported. Derived from: Import_Rule_History.BadRecords Total Records The total number of records imported.
