Cisco Unified Contact Center Enterprise Reporting User Guide, Release 12.6(1)

Agent Answers Analytics Report

The Agent Answers Analytics report helps you understand the impact of the Agent Answers services on an agent's performance. It allows you to compare an agent's handle time when Agent Answers was enabled vs. when Agent Answers was disabled. You can select Agent Answers views to display the data in a monthly report.

Note

The report is built on the Termination Call Detail table. The report response time can be more than 10 minutes based on the Termination Call Detail table's data size. For this reason, it has to be run as a scheduled report on HDS-DDS when the call volume is less.

Note

To improve the query performance, you can create additional indexes on the Termination Call Detail table. Use the following queries to create the index:


CREATE INDEX XIE5Termination_Call_Detail ON t_Termination_Call_Detail
(
CallTypeID
)

CREATE INDEX XIE6Termination_Call_Detail ON t_Termination_Call_Detail
(
AgentTeamID
)

Adding the indexes consume additional database space. For this reason, include the space consumed by the new indexes in your overall database size allocation.

Create these indexes only on the HDS-DDS from where you run this report.

If you do not plan to run this report any longer, use the following commands to drop the indexes from the Termination Call Detail table:

DROP INDEX XIE5Termination_Call_Detail ON t_Termination_Call_Detail

DROP INDEX XIE6Termination_Call_Detail ON t_Termination_Call_Detail

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

Views: This report has the following views:

Agent Answers Analytics report (Grid view)
Agent Answers Analytics Handled Time (Line Chart)
Agent Answers Analytics Call Type (Column Chart)
Agent Answers Analytics Agent (Column Chart)

Grouping: This report is grouped by DateTime, Agent, Agent Team and Call Type.

Value List: Call Type and Agent Team

Database Schema Tables from which data is retrieved:

Person
Agent
Agent_Team
Termination_Call_Details
Call_Type

Available Fields in the Agent Answers Analytics Grid View

Available Fields in the Agent Answers Analytics Report

Current fields are those fields that appear by default in a report generated from the stock template. The following current fields are listed in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Interval	The date and time of the data for a selected row in the MMM-YYYY format. Derived from: Termination_Call_Details.DateTime
Team	The enterprise name of the Agent Team. Derived from Termination_Call_Details.AgentTeamID.
Agent	The last name and first name of the agent. This field is a calculated field, derived from Person.LastName + ", " + Person.FirstName.
Call Type	The enterprise name of the call type used by calls handled in the selected interval (month). Derived from: Termination_Call_Details.CallTypeID
Total contacts handled	Total number of contacts handled in the selected interval. This is a calculated field derived from: Total Contacts Handled when Agent Answers Services were Enabled + Total Contacts Handled when Agent Answers Services were Disabled.
Total contacts handled when Agent Answers Services were Disabled	The total number of contacts handled in the selected interval when the Agent Answers services were disabled. Derived from Termination_Call_Details.AgentAnswersEnabled='N' or Termination_Call_Details.AgentAnswersEnabled is NULL
Average Handled Time when Agent Answers Services were Disabled	The average time an agent spent handling calls in the selected interval while the Agent Answers services were disabled. This field is a calculated field, derived from Total Duration (Termination_Call_Details.TalkTime + Termination_Call_Details.HoldTime + Termination_Call_Details.WorkTime) when Agent Answers Services were Disabled/Total Contacts Handled by Agent Answers Service were Disabled.
Total contacts handled when Agent Answers Services were Enabled	The total number of contacts handled in the selected interval when the Agent Answers services were enabled. Derived from Termination_Call_Details.AgentAnswersEnabled='Y'
Average Handled Time when Agent Answers Services were Enabled	The average time an agent spent handling calls in the selected interval while the Agent Answers services were enabled. This field is a calculated field, derived from Total Duration (Termination_Call_Details.TalkTime + Termination_Call_Details.HoldTime + Termination_Call_Details.WorkTime) when Agent Answers Services were Enabled/Total Contacts Handled when Agent Answers Services were Enabled.

Available Fields in the Agent Answers Analytics Grid View

Available Fields in the Agent Answers Analytics Report

Current fields are those fields that appear by default in a report generated from the stock template. The following current fields are listed in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Interval	The date and time of the data for a selected row in the MMM-YYYY format. Derived from: Termination_Call_Details.DateTime
Team	The enterprise name of the Agent Team. Derived from Termination_Call_Details.AgentTeamID.
Agent	The last name and first name of the agent. This field is a calculated field, derived from Person.LastName + ", " + Person.FirstName.
Call Type	The enterprise name of the call type used by calls handled in the selected interval (month). Derived from: Termination_Call_Details.CallTypeID
Total contacts handled	Total number of contacts handled in the selected interval. This is a calculated field derived from: Total Contacts Handled when Agent Answers Services were Enabled + Total Contacts Handled when Agent Answers Services were Disabled.
Total contacts handled when Agent Answers Services were Disabled	The total number of contacts handled in the selected interval when the Agent Answers services were disabled. Derived from Termination_Call_Details.AgentAnswersEnabled='N' or Termination_Call_Details.AgentAnswersEnabled is NULL
Average Handled Time when Agent Answers Services were Disabled	The average time an agent spent handling calls in the selected interval while the Agent Answers services were disabled. This field is a calculated field, derived from Total Duration (Termination_Call_Details.TalkTime + Termination_Call_Details.HoldTime + Termination_Call_Details.WorkTime) when Agent Answers Services were Disabled/Total Contacts Handled by Agent Answers Service were Disabled.
Total contacts handled when Agent Answers Services were Enabled	The total number of contacts handled in the selected interval when the Agent Answers services were enabled. Derived from Termination_Call_Details.AgentAnswersEnabled='Y'
Average Handled Time when Agent Answers Services were Enabled	The average time an agent spent handling calls in the selected interval while the Agent Answers services were enabled. This field is a calculated field, derived from Total Duration (Termination_Call_Details.TalkTime + Termination_Call_Details.HoldTime + Termination_Call_Details.WorkTime) when Agent Answers Services were Enabled/Total Contacts Handled when Agent Answers Services were Enabled.

Agent Historical All Fields

The Agent Historical All Fields report presents a historical view of the activity of selected agents, showing each agent's skill groups, completed tasks, and agent state times.

Query: This report data is built from an Anonymous Block type query.

Views: This report has one grid view, Agent Historical All Fields.

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

Value List: Agents

Database Schema Tables from which data is retrieved:

Agent
Agent_Skill_Group_Interval
Skill_Group
Person
Media_Routing_Domain
Agent_Interval
Precision_Queue

Available Fields in the Agent Historical All Fields Grid View

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

The Handled field is derived from CallsHandled in the Agent_Skill_Group_Interval table.

Handled is the number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval.

The Wrap Time field is a calculated field derived from Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime.

Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up on incoming and outgoing tasks in the interval.

Current Fields in the Agent Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent	The last name and first name of the agent. This field is a calculated field, derived from Person.LastName + ", " + Person.FirstName.
Precision Queue/Skill Group	The agent skill group's enterprise name. Derived from Skill_Group.EnterpriseName.
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.DateTime.
COMPLETED TASKS
Handled	The number of inbound calls that were answered and have completed wrap-up by agents during the interval. Derived from Agent_Skill_Group_Interval.CallsHandled.
Average Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from Agent_Skill_Group_Interval.HandledCallsTime/Agent_Skill_Group_Interval.CallsHandled.
Average Hold Time	The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls that included hold time. This field is a calculated field, derived from Agent_Skill_Group_Interval.IncomingCallsOnHoldTime/Agent_Skill_Group_Interval.IncomingCallsOnHold.
Abandon 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_Interval.AbandonRingCalls.
RONA	The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls.
Abandon Hold	The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.
Transfer In	The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in the Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls.
Transfer Out	The number of calls this agent transferred to another agent, precision queue, or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. This field is a calculated field, derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.
External Out	The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls.
AGENT STATE TIMES
Logged On Time	The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime.
%Active	The percentage of time that the agent spent talking on calls in relation to the agent's LoggedOnTime. This field is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime.
%Hold	The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime/Agent_Interval.LoggedOnTimeTime.
%Not Active	The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups and precision queues. This field is a calculated field derived from Agent_Interval.AvailTime/Agent_Interval.LoggedOnTime.
%Not Ready	The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups and precision queues. This field is a calculated field, derived from Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime.
%Reserved	The percentage of time that the agent spent in Reserved state waiting for task from this skill group or precision queue in relation to LoggedOnTime. This field is a calculated field, derived from Agent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime.
%Wrap Up	The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing call to or from this skill group or precision queue in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only after you select all the skill groups or precision queues for an agent. When viewing a subset of an agent's skill groups or precision queues, the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime)/Agent_Interval.LoggedOnTime.
%Busy Other	The percentage of time that the agent spent in the Busy Other state by handling calls assigned to other skill group or precision queue in relation to LoggedOnTime. This field is a calculated field, derived from Agent_Skill_Group_Interval.BusyOtherTime/Agent_Interval.LoggedOnTime.

Report Summary: This report has a report summary for all data.

Available Fields in the Agent Historical All Fields Grid View

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

The Handled field is derived from CallsHandled in the Agent_Skill_Group_Interval table.

Handled is the number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval.

The Wrap Time field is a calculated field derived from Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime.

Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up on incoming and outgoing tasks in the interval.

Current Fields in the Agent Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent	The last name and first name of the agent. This field is a calculated field, derived from Person.LastName + ", " + Person.FirstName.
Precision Queue/Skill Group	The agent skill group's enterprise name. Derived from Skill_Group.EnterpriseName.
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.DateTime.
COMPLETED TASKS
Handled	The number of inbound calls that were answered and have completed wrap-up by agents during the interval. Derived from Agent_Skill_Group_Interval.CallsHandled.
Average Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from Agent_Skill_Group_Interval.HandledCallsTime/Agent_Skill_Group_Interval.CallsHandled.
Average Hold Time	The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls that included hold time. This field is a calculated field, derived from Agent_Skill_Group_Interval.IncomingCallsOnHoldTime/Agent_Skill_Group_Interval.IncomingCallsOnHold.
Abandon 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_Interval.AbandonRingCalls.
RONA	The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls.
Abandon Hold	The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.
Transfer In	The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in the Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls.
Transfer Out	The number of calls this agent transferred to another agent, precision queue, or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. This field is a calculated field, derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.
External Out	The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls.
AGENT STATE TIMES
Logged On Time	The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime.
%Active	The percentage of time that the agent spent talking on calls in relation to the agent's LoggedOnTime. This field is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime.
%Hold	The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime/Agent_Interval.LoggedOnTimeTime.
%Not Active	The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups and precision queues. This field is a calculated field derived from Agent_Interval.AvailTime/Agent_Interval.LoggedOnTime.
%Not Ready	The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups and precision queues. This field is a calculated field, derived from Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime.
%Reserved	The percentage of time that the agent spent in Reserved state waiting for task from this skill group or precision queue in relation to LoggedOnTime. This field is a calculated field, derived from Agent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime.
%Wrap Up	The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing call to or from this skill group or precision queue in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only after you select all the skill groups or precision queues for an agent. When viewing a subset of an agent's skill groups or precision queues, the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime)/Agent_Interval.LoggedOnTime.
%Busy Other	The percentage of time that the agent spent in the Busy Other state by handling calls assigned to other skill group or precision queue in relation to LoggedOnTime. This field is a calculated field, derived from Agent_Skill_Group_Interval.BusyOtherTime/Agent_Interval.LoggedOnTime.

Report Summary: This report has a report summary for all data.

Agent Not Ready Historical

The Agent Not Ready Historical report shows the total Logged On Time, total Not Ready time, and Not Ready time for each reason code for an agent.

Views: This report has one grid view, Agent Not Ready Historical.

Query: This report data is built from an Anonymous Block.

Grouping: This report is grouped and sorted by Agent Name and then by Date and Time every interval.

Value List: Agent

Database Schema Tables from which data is retrieved:

Agent
Person
Agent_Team_Member
Agent_Team
Agent_Interval
Agent_Event_Detail

Current Fields in the Agent Not Ready Historical Report

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent Name	The first name and last name of the agent. Derived from: Person.LastName "," Person.FirstName
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Interval.DateTime
Logged On Time	The total time that the agents were logged in (staffed) for the specified time period in any split/skill, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Interval.LoggedOnTime
Not Ready Time	The total time that the agents spent in Not Ready state in all splits/skills for the specified time period. Value taken directly from the database. Derived from: Agent_Interval.NotReadyTime
Time in
RC0 to RC9	The time that the agent spent in Not Ready state with each of the reason codes 0 - 9. Derived from: Agent_Event_Detail
RC50002	Not Ready Time spent in 50002. A CTI component failed, causing the agent to be set to Not Ready. This could be due to closing the agent desktop application, heartbeat timeout, a CTI server failure, or a CTI server client failure (such as Finesse).
RC50003	Not Ready Time spent in 50003; the agent was logged out because the Unified CM reported the agent's device as out of service.
RC50004	Not Ready Time spent in 50004; the agent was logged out due to agent inactivity as configured in agent desk settings.
RC50010	Not Ready Time spent in 50010; the agent did not receive multiple consecutive tasks routed to him/her. The system makes the agent Not Ready automatically so that additional tasks are not routed to the agent. By default, the number of consecutive tasks missed before the agent is made Not Ready is two.
RC50020	Not Ready Time spent in 50020; for deskilling operations on active agents, the agent was logged out of the skill group due to a deskilling operation that removed the skill group assignment to that agent. This reason code is used in the Agent_Event_Detail record and the Agent_Skill_Group_Logout record to identify the skill group the agent was removed from (due to the deskilling operation).
RC50030	Not Ready Time spent in 50030; the agent was logged out because the agent was logged into a dynamic device target that was using the same dialed number (DN) as the PG static device target.
RC50040	Not Ready Time spent in 50040; the mobile agent was logged out because the task failed.
RC50041	Not Ready Time spent in 50041; the agent's state was changed to Not Ready because the task failed when the agent's phone line rings busy.
RC50042	Not Ready Time spent in 50042; the mobile agent was logged out because the phone line is connected when using nailed connection mode.
RC32767	Not Ready Time spent in 32767; the agent's state was changed to Not Ready because the agent did not answer a task and the task was redirected to a different agent or skill group.
RC20001	Not Ready Time spent in 20001; the agent's state was changed to Not Ready and the agent was forcibly logged out.
RC20002	Not Ready Time spent in 20002; the general logout reason code condition from Not Ready.
RC20003	Not Ready Time spent in 20003; the agent is not in Not Ready state. A request is made to place the agent in Not Ready state and then a logout request is made to log the agent out.

Report Summary: This report has a report summary for all data.

Agent Not Ready Detail

Use this report to identify how agents spend their time when they are not handling contacts. Not Ready reason codes can be used for agents to identify this time by using numeric codes to identify Break, Training, or Follow up for example. You can use this report to identify which Not Ready states agents use and how much time agents spend in each of them.

Query: This report data is built from an Anonymous Block.

Views: This report only has one grid view, Agent Not Ready Detail.

Grouping: This report is grouped and sorted by Agent and then by Logon Date Time.

Value List: Agent

Database Schema Tables from which data is retrieved:

Agent
Agent_Event_Detail
Media_Routing_Domain
Person
Reason_Code

The report summarizes states by login date time. You might see one row for an agent's entire login session rather than individual rows for each state change.

An agent can have multiple records for each LogOnDateTime, including one for each MRD (such as voice or email and chat) the agent logged into.

Note

To report on Agent Not Ready reason codes, configure the Not Ready Reason codes on the agent desktop software and in either the ICM Configuration manager (for Unified CCE) or Unified CCE Administration (for Packaged CCE).

In a Unified CCE environment, ensure that agent event detail is enabled on the peripheral. It is enabled by default in the ICM Configuration Manager only for the Unified CCE peripheral.

Available Fields in the Agent Not Ready Detail Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are:

EndDate This field is a calculated field derived from the SQL query.
Reason Code Derived from Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.ReasonCode.
Skill Target ID Derived from: Agent_Event_Detail.skilltargetid.
StartDate This field is a calculated field derived from the SQL query.
Total Time Not Ready This field is a calculated field derived from the SQL query.

Current Fields in the Agent Not Ready Detail Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent	The first and last name of the agent. Derived from: Person.LastName "," Person.FirstName
Log On Date Time	The date and time the agent logged in, measured in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. This field is a calculated field derived from Agent_Event_Detail.LoginDateTime.
Log On Duration	The amount of time the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. This field is a calculated field derived from ( Agent_Event_Detail.LoginDuration).
Reason Code	A code and text (if configured) from the peripheral that indicates the reason for the agent's last state change. If it is not defined, the reason code displays 0. This field is a calculated field derived from Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.ReasonCode.
Duration	The amount of time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Not Ready state for the given reason. Derived from Agent_Event_Detail.Duration.
% Log On Duration	The percent of the agent's total login session that the agent spent in the Not Ready state for the given reason. Derived from Agent_Event_Detail.Duration / Agent_Event_Detail.LoginDuration.
% Not Ready	The percentage of time an agent spent in each Not Ready state relative to the other Not Ready states. This field is a calculated field derived from (Agent_Event_Detail.Duration / (sum of Agent_Event_Detail.Duration for all not ready reason codes)).

Report Summary: This report has a summary row for Agent and a report summary for all data. For more information, see Report Summary Rows.

Available Fields in the Agent Not Ready Detail Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are:

EndDate This field is a calculated field derived from the SQL query.
Reason Code Derived from Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.ReasonCode.
Skill Target ID Derived from: Agent_Event_Detail.skilltargetid.
StartDate This field is a calculated field derived from the SQL query.
Total Time Not Ready This field is a calculated field derived from the SQL query.

Current Fields in the Agent Not Ready Detail Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent	The first and last name of the agent. Derived from: Person.LastName "," Person.FirstName
Log On Date Time	The date and time the agent logged in, measured in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. This field is a calculated field derived from Agent_Event_Detail.LoginDateTime.
Log On Duration	The amount of time the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. This field is a calculated field derived from ( Agent_Event_Detail.LoginDuration).
Reason Code	A code and text (if configured) from the peripheral that indicates the reason for the agent's last state change. If it is not defined, the reason code displays 0. This field is a calculated field derived from Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.ReasonCode.
Duration	The amount of time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Not Ready state for the given reason. Derived from Agent_Event_Detail.Duration.
% Log On Duration	The percent of the agent's total login session that the agent spent in the Not Ready state for the given reason. Derived from Agent_Event_Detail.Duration / Agent_Event_Detail.LoginDuration.
% Not Ready	The percentage of time an agent spent in each Not Ready state relative to the other Not Ready states. This field is a calculated field derived from (Agent_Event_Detail.Duration / (sum of Agent_Event_Detail.Duration for all not ready reason codes)).

Report Summary: This report has a summary row for Agent and a report summary for all data. For more information, see Report Summary Rows.

Agent Precision Queue Historical All Fields

Use this report to review the outcome of calls by Precision Queue and agent state percentages per Precision Queue. This report is comparable to the Agent Skill Group Historical report.

Views: This report has one grid view, Agent Precision Queue Historical All Fields.

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

Value Lists: Precision Queue, Media Routing Domain

Database Schema Tables from which data is retrieved:

Agent
Agent_Interval
Agent_Skill_Group_Interval
Attribute
Media_Routing_Domain
Person
Precision_Queue

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

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

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

Handled is derived from CallsHandled in the Agent_Skill_Group_Interval table.

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

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

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

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Precision Queue	The enterprise name of the Agent Precision Queue. Derived from Precision_Queue.EnterpriseName
Agent	The first and last name of the agent. This field is a calculated field, derived from Person.LastName+","+Person.Firstname.
Media	The enterprise name of the Media Routing Domain associated with the agent. Media is derived from: Media_Routing_Domain.EnterpriseName.
DateTime	The date and time of the data for a selected row. Derived from Agent_Skill_Group_Interval.DateTime.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used.
COMPLETED TASKS
Handled	The number of inbound calls for which agents in the precision queue during the interval answered and completed. Derived from Agent_Skill_Group_Interval. CallsHandled
Avg Handle Time	This is a calculated field, derived from: Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).
Held	The number of incoming calls to this agent that are placed on hold in the interval. Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold
Avg Hold Time	The average time in HH:MM:SS (hours, minutes, seconds) for calls placed on hold in the interval, for all incoming calls which include hold time. This field is a calculated field, derived from (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold)
Abandon Ring	For voice: The total number of calls that are abandoned while the agent phone is ringing. For non-voice: The total number of tasks that are abandoned when offered to an agent. Derived from Agent_Skill_Group_Interval.AbandonRingCalls
RONA	The number of tasks that left the agent phone or terminal that are redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls
Abandon Hold	The number of Unified ICM routed calls to the agent that are abandoned while the call is on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls
Transfer In	The number of incoming calls that are transferred to this agent from other agents within the same peripheral that do not go to VRU for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that is blind transferred to a VRU is later transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls
Transfer Out	The number of calls this agent transferred to another agent or precision queue in the interval. This number 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. This field is a calculated field, derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls
External Out	The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls
Agent State Times
Logged On Time	The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime
% Active	The percentage of time that the agent spent talking on calls in this precision queue in relation to LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime
% Hold	The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime
% Not Active	The percentage of time that the agent spent in the NotActive or Available state in relation to LoggedOnTime. This field applies to all precision queues. This field is a calculated field derived from Agent_Interval.AvailTime / Agent_Interval.LoggedOnTime
% Not Ready	The percentage of time that the agent spent in the NotReady state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues. This field is a calculated field, derived from Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime
% Reserved	The percentage of time that the agent spent in the Reserved state waiting for an ICM routed task from this precision queue in relation to LoggedOnTime. This field is a calculated field, derived from Agent_Skill_Group_Interval.ReservedStateTime / Agent_Interval.LoggedOnTime
% Wrap Up	The percentage of time that the agent spent in the Wrap-up state after an incoming or outgoing call to or from this precision queue in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only when you select all the precision queues for an agent. When you view a subset of precision queues for an agent, the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime) / Agent_Interval.LoggedOnTime

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

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

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

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

Handled is derived from CallsHandled in the Agent_Skill_Group_Interval table.

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

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

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

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Precision Queue	The enterprise name of the Agent Precision Queue. Derived from Precision_Queue.EnterpriseName
Agent	The first and last name of the agent. This field is a calculated field, derived from Person.LastName+","+Person.Firstname.
Media	The enterprise name of the Media Routing Domain associated with the agent. Media is derived from: Media_Routing_Domain.EnterpriseName.
DateTime	The date and time of the data for a selected row. Derived from Agent_Skill_Group_Interval.DateTime.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used.
COMPLETED TASKS
Handled	The number of inbound calls for which agents in the precision queue during the interval answered and completed. Derived from Agent_Skill_Group_Interval. CallsHandled
Avg Handle Time	This is a calculated field, derived from: Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).
Held	The number of incoming calls to this agent that are placed on hold in the interval. Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold
Avg Hold Time	The average time in HH:MM:SS (hours, minutes, seconds) for calls placed on hold in the interval, for all incoming calls which include hold time. This field is a calculated field, derived from (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold)
Abandon Ring	For voice: The total number of calls that are abandoned while the agent phone is ringing. For non-voice: The total number of tasks that are abandoned when offered to an agent. Derived from Agent_Skill_Group_Interval.AbandonRingCalls
RONA	The number of tasks that left the agent phone or terminal that are redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls
Abandon Hold	The number of Unified ICM routed calls to the agent that are abandoned while the call is on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls
Transfer In	The number of incoming calls that are transferred to this agent from other agents within the same peripheral that do not go to VRU for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that is blind transferred to a VRU is later transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls
Transfer Out	The number of calls this agent transferred to another agent or precision queue in the interval. This number 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. This field is a calculated field, derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls
External Out	The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls
Agent State Times
Logged On Time	The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime
% Active	The percentage of time that the agent spent talking on calls in this precision queue in relation to LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime
% Hold	The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime
% Not Active	The percentage of time that the agent spent in the NotActive or Available state in relation to LoggedOnTime. This field applies to all precision queues. This field is a calculated field derived from Agent_Interval.AvailTime / Agent_Interval.LoggedOnTime
% Not Ready	The percentage of time that the agent spent in the NotReady state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues. This field is a calculated field, derived from Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime
% Reserved	The percentage of time that the agent spent in the Reserved state waiting for an ICM routed task from this precision queue in relation to LoggedOnTime. This field is a calculated field, derived from Agent_Skill_Group_Interval.ReservedStateTime / Agent_Interval.LoggedOnTime
% Wrap Up	The percentage of time that the agent spent in the Wrap-up state after an incoming or outgoing call to or from this precision queue in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only when you select all the precision queues for an agent. When you view a subset of precision queues for an agent, the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime) / Agent_Interval.LoggedOnTime

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

Agent Queue Interval

Use this report to show call dispositions and state time percentages for agents who have been assigned both skills and precision queues.

Query: This report data is built from an Anonymous Block.

Views: This report has one grid view, Agent Queue Interval.

Grouping: This template is grouped by agent name and then by Skill Group or Precision Queue.

Value List: Agent

Database Schema Tables from which data is retrieved:

Agent
Agent_Interval
Agent_Skill_Group_Interval
Attribute
Media_Routing_Domain
Person
Precision Queue
Skill_Group

Current Fields in the Agent Queue Interval Grid View

Current fields are those fields that appear by default in a grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent	The first and last name of the agent. This field is a calculated field, derived from Person.LastName+ "," +Person.FirstName.
Precision Queue / Skill Group	The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name. Derived from Skill_Group.EnterpriseName or Precision_Queue.EnterpriseName
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used.
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_Interval.DateTime.
COMPLETED TASKS
Handled	The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval. Derived from CallsHandled in the Agent_Skill_Group_Interval table.
Avg Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled).
Held	The number of incoming calls to this agent that were placed on hold in the interval. Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold.
Avg Hold Time	The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls which included hold time. This field is a calculated field, derived from (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval. IncomingCallsOnHold).
Abandon Rings	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_Interval.AbandonRingCalls.
RONA	The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls.
Abandon Hold	The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.
Transfer In	The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an Interactive Voice Response (IVR) is later transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls.
Transfer Out	The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. This field is a calculated field, derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.
External Out	The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls.
AGENT STATE TIMES
Logged On Time	The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime.
% Active	The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime.
% Hold	The percentage of time that the agent has put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime.
% Not Active	The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. This field is a calculated field derived from (Agent_Interval.AvailTime /Agent_Interval.LoggedOnTime).
% Not Ready	The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups. This field is a calculated field, derived from: (Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime).
% Reserved	The percentage of time that the agent spent in Reserved state waiting for a task from this skill group in relation to LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.ReservedStateTime / Agent_Interval.LoggedOnTime).
% Wrap Up	The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing call to or from this skill group in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime) / Agent_Interval.LoggedOnTime.

Report Summary: There is a summary for all data. See Report Summary Rows.

Current Fields in the Agent Queue Interval Grid View

Current fields are those fields that appear by default in a grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent	The first and last name of the agent. This field is a calculated field, derived from Person.LastName+ "," +Person.FirstName.
Precision Queue / Skill Group	The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name. Derived from Skill_Group.EnterpriseName or Precision_Queue.EnterpriseName
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used.
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_Interval.DateTime.
COMPLETED TASKS
Handled	The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval. Derived from CallsHandled in the Agent_Skill_Group_Interval table.
Avg Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled).
Held	The number of incoming calls to this agent that were placed on hold in the interval. Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold.
Avg Hold Time	The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls which included hold time. This field is a calculated field, derived from (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval. IncomingCallsOnHold).
Abandon Rings	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_Interval.AbandonRingCalls.
RONA	The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls.
Abandon Hold	The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.
Transfer In	The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an Interactive Voice Response (IVR) is later transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls.
Transfer Out	The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. This field is a calculated field, derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.
External Out	The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls.
AGENT STATE TIMES
Logged On Time	The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime.
% Active	The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime.
% Hold	The percentage of time that the agent has put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime.
% Not Active	The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. This field is a calculated field derived from (Agent_Interval.AvailTime /Agent_Interval.LoggedOnTime).
% Not Ready	The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups. This field is a calculated field, derived from: (Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime).
% Reserved	The percentage of time that the agent spent in Reserved state waiting for a task from this skill group in relation to LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.ReservedStateTime / Agent_Interval.LoggedOnTime).
% Wrap Up	The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing call to or from this skill group in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime) / Agent_Interval.LoggedOnTime.

Report Summary: There is a summary for all data. See Report Summary Rows.

Agent Queue Hourly

Use this report to show call dispositions and state time percentages for agents who have been assigned both skills and precision queues.

Query: This report data is built from an Anonymous Block.

Views: This report has one grid view, Agent Queue Hourly.

Grouping: This template does not support grouping.

Value List: Agent

Database Schema Tables from which data is retrieved:

Agent
Agent_Interval
Agent_Skill_Group_Interval
Attribute
Media_Routing_Domain
Person
Precision Queue
Skill_Group

Note: The data is summarized to hourly boundaries instead of 15 or 30-minutes interval boundaries.

Current Fields in the Agent Queue Hourly Grid View

Current fields are those fields that appear by default in a grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent	The first and last name of the agent. This field is a calculated field, derived from Person.LastName+ "," +Person.FirstName.
Precision Queue /Skill Group	The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name. Derived from Skill_Group.EnterpriseName or Precision_Queue.EnterpriseName.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used.
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_Interval.DateTime.
COMPLETED TASKS
Handled	The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval. Derived from CallsHandled in the Agent_Skill_Group_Interval table.
Average Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled).
Held	The number of incoming calls to this agent that are placed on hold in the interval. Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold
Average Hold Time	The average time in HH:MM:SS (hours, minutes, seconds)during which the calls were put on hold in the interval, for all incoming calls that included hold time. This field is a calculated field, derived from (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval. IncomingCallsOnHold).
Abandon Rings	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_Interval.AbandonRingCalls.
RONA	The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls.
Abandon Hold	The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.
Transfer In	The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an IVR is later transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls.
Transfer Out	The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. This field is a calculated field, derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.
External Out	The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls.
Agent State Times
Logged On Time	The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime.
% Active	The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime
% Hold	The percentage of time that the agent has put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime.
% Not Active	The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. This field is a calculated field derived from (Agent_Interval.AvailTime /Agent_Interval.LoggedOnTime).
% Not Ready	The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups. This field is a calculated field, derived from: (Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime).
% Reserved	The percentage of time that the agent spent in Reserved state waiting for a task from this skill group in relation to LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.ReservedStateTime / Agent_Interval.LoggedOnTime).
% Wrap Up	The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing call to or from this skill group in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime) / Agent_Interval.LoggedOnTime.
%Busy Other	The percentage of time that the agent spent in the Busy Other state by handling calls assigned to other skill group or precision queue in relation to LoggedOnTime. This field is a calculated field, derived from Agent_Skill_Group_Interval.BusyOtherTime/Agent_Interval.LoggedOnTime.

There is a summary for all data. See Report Summary Rows.

Current Fields in the Agent Queue Hourly Grid View

Current fields are those fields that appear by default in a grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent	The first and last name of the agent. This field is a calculated field, derived from Person.LastName+ "," +Person.FirstName.
Precision Queue /Skill Group	The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name. Derived from Skill_Group.EnterpriseName or Precision_Queue.EnterpriseName.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used.
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_Interval.DateTime.
COMPLETED TASKS
Handled	The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval. Derived from CallsHandled in the Agent_Skill_Group_Interval table.
Average Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled).
Held	The number of incoming calls to this agent that are placed on hold in the interval. Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold
Average Hold Time	The average time in HH:MM:SS (hours, minutes, seconds)during which the calls were put on hold in the interval, for all incoming calls that included hold time. This field is a calculated field, derived from (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval. IncomingCallsOnHold).
Abandon Rings	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_Interval.AbandonRingCalls.
RONA	The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls.
Abandon Hold	The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.
Transfer In	The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an IVR is later transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls.
Transfer Out	The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call. This field is a calculated field, derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.
External Out	The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls.
Agent State Times
Logged On Time	The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime.
% Active	The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime
% Hold	The percentage of time that the agent has put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime.
% Not Active	The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. This field is a calculated field derived from (Agent_Interval.AvailTime /Agent_Interval.LoggedOnTime).
% Not Ready	The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups. This field is a calculated field, derived from: (Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime).
% Reserved	The percentage of time that the agent spent in Reserved state waiting for a task from this skill group in relation to LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.ReservedStateTime / Agent_Interval.LoggedOnTime).
% Wrap Up	The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing call to or from this skill group in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime) / Agent_Interval.LoggedOnTime.
%Busy Other	The percentage of time that the agent spent in the Busy Other state by handling calls assigned to other skill group or precision queue in relation to LoggedOnTime. This field is a calculated field, derived from Agent_Skill_Group_Interval.BusyOtherTime/Agent_Interval.LoggedOnTime.

There is a summary for all data. See Report Summary Rows.

Agent Skill Group Historical All Fields

Agent Skill Group Historical All Fields shows call dispositions and agent state percentages grouped by skill group and then agent.

Query: This report data is built from an Anonymous Block type query.

Views: This report has one grid view, Agent Skill Group Historical All Fields.

Grouping: This report is grouped and sorted by Skill Group and then by Agent.

Value Lists: Skill Group, Media Routing Domain Database Schema Tables from which data is retrieved:

Agent
Agent_Interval
Agent_Skill_Group_Interval
Media_Routing_Domain
Skill_Group
Person

Available Fields in the Agent Skill Group Historical All Fields Grid View

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

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

Handled is derived from CallsHandled in the Agent_Skill_Group table.

Handled is the number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval.

All fields but one take their value directly from the database.

The one exception is Wrap Time, which is a calculated field derived from: (Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime).

Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up on incoming and outgoing tasks in the interval.

Current Fields in the Agent Skill Group Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Skill Group	The agent skill group's enterprise name. Derived from Skill_Group.EnterpriseName.
Agent	The first and last name of the agent. This is a calculated field, derived from Person.LastName + ", " + Person.FirstName.
Media	The enterprise name of the Media Routing Domain associated with the agent. Media is derived from: Media_Routing_Domain.EnterpriseName.
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from Agent_Skill_Group_Interval.DateTime.
COMPLETED TASKS
Handled	The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval. Derived from Agent_Skill_Group_Interval. CallsHandled.
Avg Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This is a calculated field, derived from (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled).
Held	The number of incoming calls to this agent that were placed on hold in the interval. Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold.
Avg Hold Time	The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls that included hold time. This field is a calculated field, derived from (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold).
Abandon Rings	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_Interval.AbandonRingCalls.
RONA	The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls.
Abandon Hold	The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.
Transfer In	The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates when the call that was blind transferred to an IVR is later transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in the Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls.
Transfer Out	The number of calls this agent transferred to another agent or skill group in the interval. This number 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. This field is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.
External Out	The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls.
AGENT STATE TIMES
Logged On Time	The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime.
% Active	The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime.
% Hold	The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime.
% Not Active	The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. This field is a calculated field derived from (Agent_Interval. AvailTime/Agent_Interval.LoggedOnTime).
% Not Ready	The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups. This field is a calculated field, derived from (Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime).
% Reserved	The percentage of time that the agent spent in Reserved state waiting for task from this skill group in relation to LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.ReservedStateTime / Agent_Interval.LoggedOnTime).
% Wrap Up	The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing call to/from this skill group in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only after you select all the skill groups for an agent. When you view a subset of an agent's skill groups, you might notice that the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime) / Agent_Interval.LoggedOnTime.

Report Summary: There is a summary for Skill Group and a report summary for all data. For more information, see Report Summary Rows.

Available Fields in the Agent Skill Group Historical All Fields Grid View

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

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

Handled is derived from CallsHandled in the Agent_Skill_Group table.

Handled is the number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval.

All fields but one take their value directly from the database.

The one exception is Wrap Time, which is a calculated field derived from: (Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime).

Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up on incoming and outgoing tasks in the interval.

Current Fields in the Agent Skill Group Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Skill Group	The agent skill group's enterprise name. Derived from Skill_Group.EnterpriseName.
Agent	The first and last name of the agent. This is a calculated field, derived from Person.LastName + ", " + Person.FirstName.
Media	The enterprise name of the Media Routing Domain associated with the agent. Media is derived from: Media_Routing_Domain.EnterpriseName.
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from Agent_Skill_Group_Interval.DateTime.
COMPLETED TASKS
Handled	The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval. Derived from Agent_Skill_Group_Interval. CallsHandled.
Avg Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This is a calculated field, derived from (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled).
Held	The number of incoming calls to this agent that were placed on hold in the interval. Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold.
Avg Hold Time	The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls that included hold time. This field is a calculated field, derived from (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold).
Abandon Rings	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_Interval.AbandonRingCalls.
RONA	The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls.
Abandon Hold	The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.
Transfer In	The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates when the call that was blind transferred to an IVR is later transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in the Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls.
Transfer Out	The number of calls this agent transferred to another agent or skill group in the interval. This number 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. This field is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.
External Out	The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls.
AGENT STATE TIMES
Logged On Time	The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime.
% Active	The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime.
% Hold	The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime.
% Not Active	The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups. This field is a calculated field derived from (Agent_Interval. AvailTime/Agent_Interval.LoggedOnTime).
% Not Ready	The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups. This field is a calculated field, derived from (Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime).
% Reserved	The percentage of time that the agent spent in Reserved state waiting for task from this skill group in relation to LoggedOnTime. This field is a calculated field, derived from (Agent_Skill_Group_Interval.ReservedStateTime / Agent_Interval.LoggedOnTime).
% Wrap Up	The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing call to/from this skill group in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only after you select all the skill groups for an agent. When you view a subset of an agent's skill groups, you might notice that the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime) / Agent_Interval.LoggedOnTime.

Report Summary: There is a summary for Skill Group and a report summary for all data. For more information, see Report Summary Rows.

Agent Team Historical All Fields

Use the Agent Team Historical report to view call distribution and agent state percentages by team.

Views: This report has one grid view, Agent Team Historical All Fields.

Query: This report data is built from an Anonymous Block.

Grouping: This template is grouped and sorted by Agent Team, and then by Supervisor, and then by Agent.

Value List: Agent Team

Database Schema Tables from which data is retrieved:

Agent
Agent_Interval
Agent_Skill_Group_Interval
Agent_Team
Agent_Team_Member
Media_Routing_Domain
Person
Precision_Queue
Skill_Group

Note

This report displays data related to current agent team members only.

Available Fields in the Agent Team Historical All Fields Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated directly from the Agent_Skill_Group_Interval table. For example, Aban Calls Ring Time is derived from Agent_Skill_Group_Interval.AbandRingTime.

An exception is Wrap Time, which is a calculated field derived from: (Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime)

Other tables used for Available fields in this report are:

Agent_Team
- Agent_Team.AgentTeamID
Agent_Interval
- Avail Time - Derived from: Agent_Interval.AvailTime
Media_Routing_Domain
- The Media field is derived from Media_Routing_Domain.EnterpriseName

Current Fields in the Agent Team Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent Team	The Enterprise Name of the Agent Team. Derived from Agent_Team.EnterpriseName.
Agent	The last and first name of the agent. Derived from Person.LastName "," Person.FirstName.
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_Interval.DateTime.
COMPLETED TASKS
Handled	The number of Unified ICM routed tasks this agent handled. Derived from Agent_Skill_Group_Interval.CallsHandled.
Held	The number of incoming calls to this agent that were placed on hold. Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold.
Abandon Rings	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_Interval.AbandonRingCalls.
RONA	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_Interval.RedirectNoAnsCalls.
Abandon Hold	The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.
Transfer In	The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing. This value is updated when the agent completes the call. Derived from Agent_Skill_Group_Interval.TransferredInCalls.
Transfer Out	The number of calls this agent transferred to another agent or skill group. This number includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer. This is a calculated field derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.
External Out	The number of Outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls.
Talk Time	The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the phone. This field is a calculated field derived from sum(isnull(TalkInTime,0)) +sum(isnull(TalkOutTime,0)) +sum(isnull(TalkOtherTime,0)) +sum(isnull(TalkAutoOutTime,0)) +sum(isnull(TalkPreviewTime,0)) +sum(isnull(TalkReserveTime,0)).

Report Summary: There is a summary row for Agent Team and a report summary for all data. For more information, see Report Summary Rows.

Available Fields in the Agent Team Historical All Fields Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated directly from the Agent_Skill_Group_Interval table. For example, Aban Calls Ring Time is derived from Agent_Skill_Group_Interval.AbandRingTime.

An exception is Wrap Time, which is a calculated field derived from: (Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime)

Other tables used for Available fields in this report are:

Agent_Team
- Agent_Team.AgentTeamID
Agent_Interval
- Avail Time - Derived from: Agent_Interval.AvailTime
Media_Routing_Domain
- The Media field is derived from Media_Routing_Domain.EnterpriseName

Current Fields in the Agent Team Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Agent Team	The Enterprise Name of the Agent Team. Derived from Agent_Team.EnterpriseName.
Agent	The last and first name of the agent. Derived from Person.LastName "," Person.FirstName.
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_Interval.DateTime.
COMPLETED TASKS
Handled	The number of Unified ICM routed tasks this agent handled. Derived from Agent_Skill_Group_Interval.CallsHandled.
Held	The number of incoming calls to this agent that were placed on hold. Derived from Agent_Skill_Group_Interval.IncomingCallsOnHold.
Abandon Rings	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_Interval.AbandonRingCalls.
RONA	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_Interval.RedirectNoAnsCalls.
Abandon Hold	The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls.
Transfer In	The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing. This value is updated when the agent completes the call. Derived from Agent_Skill_Group_Interval.TransferredInCalls.
Transfer Out	The number of calls this agent transferred to another agent or skill group. This number includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer. This is a calculated field derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.
External Out	The number of Outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls.
Talk Time	The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the phone. This field is a calculated field derived from sum(isnull(TalkInTime,0)) +sum(isnull(TalkOutTime,0)) +sum(isnull(TalkOtherTime,0)) +sum(isnull(TalkAutoOutTime,0)) +sum(isnull(TalkPreviewTime,0)) +sum(isnull(TalkReserveTime,0)).

Report Summary: There is a summary row for Agent Team and a report summary for all data. For more information, see Report Summary Rows.

Call Type Abandon/Answer Distribution Historical

Use Call Type Abandon Answer Distribution to identify where in the routing, callers are abandoning and to identify the typical wait times for callers.

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

Views: This report has one grid view, Call Type Abandon Answer Distribution Historical.

Grouping: This report is grouped and sorted by Call Type.

Value List: Call Type

Database Schema Tables from which data is retrieved:

Bucket_Intervals
Call_Type
Call_Type_Interval

Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the following tables.

These Available fields are from the Call_Type_Interval table:

Ans Wait Time Derived from: Call_Type_Interval.AnswerWaitTime.
BucketIntervalID Derived from: Call_Type_Interval.BucketIntervalID.
Calls Handled Derived from: Call_Type_Interval.CallsHandled.
CallTypeID Derived from: Call_Type_Interval.CallsTypeID.
DelayQAban Derived from: Call_Type_Interval.CallDelayAbandTime.
Router Calls Aban: Derived from: Call_Type_Interval.TotalCallsAband.

These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Handbook for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html:

int1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

The headings for the Interval fields are dynamic headers; they show the intervals you defined.


Column (Field)	Description
Call Type	The enterprise name for the call type. Derived from Call_Type.EnterpriseName.
Date Time	The date and time when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. For every interval in the selected time period, there is summary row for each selected call type. Derived from: Call_Type_Interval.DateTime.
Avg Speed of Answer	Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was run for this call to when this call was answered. This value is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This field is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime/ Call_Type_Interval.CallsHandled.
Avg Abandon Delay	The average delay time of all abandoned calls that ended in this call type during the current interval. This value includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone. This field is a calculated field, derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.
Int 1 Ans and Aban	The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08. Derived from: Call_Type_Interval.AnsInterval(1) and Call_Type_Interval.AbandInterval(1).
Int 2 Ans and Aban	The number of calls answered/abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38. Derived from: Call_Type_Interval.AnsInterval(2) and Call_Type_Interval.AbandInterval(2).
Int 3 Ans and Aban	The number of calls answered/abandoned between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38. Derived from: Call_Type_Interval.AnsInterval(3) and Call_Type_Interval.AbandInterval(3).
Int 4 Ans and Aban	The number of calls answered/abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds. For example: 01:38 - 03:08. Derived from: Call_Type_Interval.AnsInterval(4) and Call_Type_Interval.AbandInterval(4).
Int 5 Ans and Aban	The number of calls answered/abandoned between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: 03:08 - 05:08. Derived from: Call_Type_Interval.AnsInterval(5) and Call_Type_Interval.AbandInterval(5).
Int 6 Ans and Aban	The number of calls answered/abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08. Derived from: Call_Type_Interval.AnsInterval(6) and Call_Type_Interval.AbandInterval(6).
Int 7 Ans and Aban	The number of calls answered/abandoned between interval 6 and interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: 08:08 - 13:08. Derived from: Call_Type_Interval.AnsInterval(7) and Call_Type_Interval.AbandInterval(7).
Int 8 Ans and Aban	The number of calls answered/abandoned between interval 7 and interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: 13:08 - 23:08. Derived from: Call_Type_Interval.AnsInterval(8) and Call_Type_Interval.AbandInterval(8).
Int 9 Ans and Aban	The number of calls answered/abandoned between interval 8 and interval 9. The system default interval 9 is 1200 seconds (20 minutes). For example: 23:08 - 43:08. Derived from: Call_Type_Interval.AnsInterval(9) and Call_Type_Interval.AbandInterval(9).
> Int 9 Ans and Aban	The number of calls answered/abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08. Derived from: Call_Type_Interval.AnsInterval(10) and Call_Type_Interval.AbandInterval(10).
MaxQueued	The maximum number of calls in queue for this call type during this interval. Derived from: Call_Type_Interval. MaxCallsQueued. The system displays data in this field only if your Unified Intelligence Center system is connected to Unified CCE Release 8.0(3) or later.
Longest Queued	The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval. Derived from: Call_Type_Interval. MaxCallWaitTime. The system displays data in this field only if your Unified Intelligence Center system is connected to Unified CCE Release 8.0(3) or later.

Report Summary: The summary line shows an average for the Avg Speed of Answer and Avg Abandon Delay columns, totals for the interval columns, and Max for MaxQueued and Longest Queued columns. For more information, see Report Summary Rows.

Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the following tables.

These Available fields are from the Call_Type_Interval table:

Ans Wait Time Derived from: Call_Type_Interval.AnswerWaitTime.
BucketIntervalID Derived from: Call_Type_Interval.BucketIntervalID.
Calls Handled Derived from: Call_Type_Interval.CallsHandled.
CallTypeID Derived from: Call_Type_Interval.CallsTypeID.
DelayQAban Derived from: Call_Type_Interval.CallDelayAbandTime.
Router Calls Aban: Derived from: Call_Type_Interval.TotalCallsAband.

These fields are derived from the Bucket_Intervals table, as documented in the Database Schema Handbook for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html:

int1 - int 9: Derived from: Bucket_Intervals.IntervalUpperBound1 - IntervalUpperBound9.

Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

The headings for the Interval fields are dynamic headers; they show the intervals you defined.


Column (Field)	Description
Call Type	The enterprise name for the call type. Derived from Call_Type.EnterpriseName.
Date Time	The date and time when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. For every interval in the selected time period, there is summary row for each selected call type. Derived from: Call_Type_Interval.DateTime.
Avg Speed of Answer	Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was run for this call to when this call was answered. This value is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This field is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime/ Call_Type_Interval.CallsHandled.
Avg Abandon Delay	The average delay time of all abandoned calls that ended in this call type during the current interval. This value includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone. This field is a calculated field, derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.
Int 1 Ans and Aban	The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08. Derived from: Call_Type_Interval.AnsInterval(1) and Call_Type_Interval.AbandInterval(1).
Int 2 Ans and Aban	The number of calls answered/abandoned between interval 1 and interval 2. The system default interval 2 is 30 seconds. For example: 00:08 - 00:38. Derived from: Call_Type_Interval.AnsInterval(2) and Call_Type_Interval.AbandInterval(2).
Int 3 Ans and Aban	The number of calls answered/abandoned between interval 2 and interval 3. The system default interval 3 is 60 seconds (1 minute). For example: 00:38 - 01:38. Derived from: Call_Type_Interval.AnsInterval(3) and Call_Type_Interval.AbandInterval(3).
Int 4 Ans and Aban	The number of calls answered/abandoned between interval 3 and interval 4. The system default interval 4 is 90 seconds. For example: 01:38 - 03:08. Derived from: Call_Type_Interval.AnsInterval(4) and Call_Type_Interval.AbandInterval(4).
Int 5 Ans and Aban	The number of calls answered/abandoned between interval 4 and interval 5. The system default interval 5 is 120 seconds (2 minutes). For example: 03:08 - 05:08. Derived from: Call_Type_Interval.AnsInterval(5) and Call_Type_Interval.AbandInterval(5).
Int 6 Ans and Aban	The number of calls answered/abandoned between interval 5 and interval 6. The system default interval 6 is 180 seconds (3 minutes). For example: 05:08 - 08:08. Derived from: Call_Type_Interval.AnsInterval(6) and Call_Type_Interval.AbandInterval(6).
Int 7 Ans and Aban	The number of calls answered/abandoned between interval 6 and interval 7. The system default interval 7 is 300 seconds (5 minutes). For example: 08:08 - 13:08. Derived from: Call_Type_Interval.AnsInterval(7) and Call_Type_Interval.AbandInterval(7).
Int 8 Ans and Aban	The number of calls answered/abandoned between interval 7 and interval 8. The system default interval 8 is 600 seconds (10 minutes). For example: 13:08 - 23:08. Derived from: Call_Type_Interval.AnsInterval(8) and Call_Type_Interval.AbandInterval(8).
Int 9 Ans and Aban	The number of calls answered/abandoned between interval 8 and interval 9. The system default interval 9 is 1200 seconds (20 minutes). For example: 23:08 - 43:08. Derived from: Call_Type_Interval.AnsInterval(9) and Call_Type_Interval.AbandInterval(9).
> Int 9 Ans and Aban	The number of calls answered/abandoned within the remaining time in the report time period measured in minutes and seconds. For example: > 43:08. Derived from: Call_Type_Interval.AnsInterval(10) and Call_Type_Interval.AbandInterval(10).
MaxQueued	The maximum number of calls in queue for this call type during this interval. Derived from: Call_Type_Interval. MaxCallsQueued. The system displays data in this field only if your Unified Intelligence Center system is connected to Unified CCE Release 8.0(3) or later.
Longest Queued	The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval. Derived from: Call_Type_Interval. MaxCallWaitTime. The system displays data in this field only if your Unified Intelligence Center system is connected to Unified CCE Release 8.0(3) or later.

Report Summary: The summary line shows an average for the Avg Speed of Answer and Avg Abandon Delay columns, totals for the interval columns, and Max for MaxQueued and Longest Queued columns. For more information, see Report Summary Rows.

Call Type Historical All Fields

Use Call Type Historical All Fields to view incoming calls/contacts, key statistics like Average Speed of Answer and Service Level, and call disposition information.

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

Views: This report has the following grid views and a pie chart view. The pie chart shows the percentage of calls answered in each call type.

Answered by Call Type (Chart View)
Call Type Historical- Daily (Grid View)
Call Type Historical- Monthly (Grid View)
Call Type Historical- Weekly (Grid View)
Call Type Historical All Fields (Grid View)

Select the view you want to see from the report drop-down list located on the top left corner.

Grouping: This report is grouped by call type and then by date and time.

Value List: Call Type

Database Schema Tables from which data is retrieved:

Call_Type
Call_Type_Interval

Available Fields in the Call Type Historical All Fields Grid View

Available fields for the grid view for this report include the fields that appear by default as Current. Additional Available fields in this report are taken directly from the Call_Type_Interval table.

Current Fields for the Call Type Historical All Fields Grid View

Current fields are those fields that appear by default in the grid view for this report.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Call Type	The enterprise name for the call type. Derived from: Call_Type.EnterpriseName.
DateTime	The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Call_Type_Interval.DateTime.
Service Level	Service Level Type used to calculate Service level for the interval. Derived from: Call_Type_Interval.ServiceLevel.
Abandon Within Service Level	The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes. This field represents the calls that are abandoned at VRU. It includes the calls abandoned at the menu prompt, welcome prompt, and the queue. Derived from: Call_Type_Interval.ServiceLevelAband.
Avg Speed of Answer	Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was run for this call to when this call was answered. This value is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This field is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime / Call_Type_Interval.CallsAnswered.
TASKS
Offered	Tasks that were offered to this call type during the interval. Derived from: Call_Type_Interval.CallsOffered.
Assigned from Q	The number of tasks of the call type assigned from the queue to be routed in the interval. Derived from: Call_Type_Interval.RouterQueueCalls.
Answered	The total number of calls of this call type answered by agents in the interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed. Derived from: Call_Type_Interval.CallsAnswered.
Answer Wait Time	Answer Wait Time. The sum of answer wait time in seconds for all calls that were answered for the call type during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed. Derived from: Call_Type_Interval.AnswerWaitTime.
COMPLETED TASKS
Handled	The total number of tasks handled to completion for the call type in the interval. Derived from: Call_Type_Interval.CallsHandled.
Abandon	The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This value also includes abandons for calls that are not in the queue; for example, when the caller ends the call while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls. Derived from: Call_Type_Interval.TotalCallsAband.
Return	The number of tasks of the call type that ICM software routed to Return nodes in the interval. This field is a calculated field, derived from: Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ReturnRelease.
Default Treatment	The number of tasks of the call type that were given default treatment or end nodes in the interval. Derived from: Call_Type_Interval.ICRDefaultRouted.
Network Routed	The number of tasks of the call type that were routed not by ICM software but by the carrier in the interval. For prerouted calls, the carrier decides where to route the call. Derived from: Call_Type_Interval.NetworkDefaultRouted.
Flow Out	The number of tasks of the call type that flowed out of the call type to another call type in the interval. Derived from: Call_Type_Interval.OverflowOut.
Calls Error	The number of calls for this call type that had errors or were incomplete in the interval. This field is a calculated field, derived from: Call_Type_Interval.ErrorCount + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.AgentErrorCount.
Other	The number of tasks of the call type that are Short, were routed to non-Agent targets, or were redirected in the interval. This field is a calculated field, derived from: Call_Type_Interval.CallsRONA + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls.
% Queued	The percentage of all handled tasks of the call type that were queued in the interval. This field is a calculated field, derived from: (Call_Type_Interval.CallsQHandled / Call_Type_Interval.CallsHandled).
% Aban	The percentage of all the tasks that came in to the call type in the interval that were abandoned. This field is a calculated field, derived from: (Call_Type_Interval.TotalCallsAband / (Call_Type_Interval.CallsHandled+ Call_Type_Interval.TotalCallsAband + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ICRDefaultRouted + Call_Type_Interval.NetworkDefaultRouted + Call_Type_Interval.OverflowOut + Call_Type_Interval.CallsRONA + Call_Type_Interval.ReturnRelease + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls+ Call_Type_Interval.ErrorCount + Call_Type_Interval.AgentErrorCount).
Avg Aban Delay	The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone. This field is a calculated field. Derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.
Short Calls	The number of calls abandoned during the Call_Type Abandon Call Wait Time. Calls abandoned after this time period are counted as Abandoned, not Short Calls. Derived from: Call_Type_Interval.ShortCalls.
Tasks Picked	The total number of pick requests successfully routed by this call type in the reporting interval.
Tasks Pulled	The total number of pull requests successfully routed by this call type in the reporting interval.
Picks Failed	Number of pick request resulting in an error.
Pulls Failed	Number of pull requests resulting in an error.
MaxQueued	The maximum number of calls in queue for this call type during this interval. Derived from: Call_Type_Interval. MaxCallsQueued.
Longest Queued	The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval. Derived from: Call_Type_Interval. MaxCallWaitTime. The system displays data in this field only if your Unified Intelligence Center system is connected to Unified CCE Release 8.0(3) or later.

Report Summaries

Call Type Summary

Field totals, except the Service Level field, for each call type in the report. The Service Level fields have percentage values. The summary also displays the Average for Avg Speed of Answer
Report Summary

Field totals, except the Service Level field, for all call types in the report. The Service Level fields have percentage values. The summary displays the Max for MaxQueued and Longest Queued.

Available Fields in the Call Type Historical All Fields Grid View

Available fields for the grid view for this report include the fields that appear by default as Current. Additional Available fields in this report are taken directly from the Call_Type_Interval table.

Current Fields for the Call Type Historical All Fields Grid View

Current fields are those fields that appear by default in the grid view for this report.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Call Type	The enterprise name for the call type. Derived from: Call_Type.EnterpriseName.
DateTime	The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Call_Type_Interval.DateTime.
Service Level	Service Level Type used to calculate Service level for the interval. Derived from: Call_Type_Interval.ServiceLevel.
Abandon Within Service Level	The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes. This field represents the calls that are abandoned at VRU. It includes the calls abandoned at the menu prompt, welcome prompt, and the queue. Derived from: Call_Type_Interval.ServiceLevelAband.
Avg Speed of Answer	Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was run for this call to when this call was answered. This value is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This field is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime / Call_Type_Interval.CallsAnswered.
TASKS
Offered	Tasks that were offered to this call type during the interval. Derived from: Call_Type_Interval.CallsOffered.
Assigned from Q	The number of tasks of the call type assigned from the queue to be routed in the interval. Derived from: Call_Type_Interval.RouterQueueCalls.
Answered	The total number of calls of this call type answered by agents in the interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed. Derived from: Call_Type_Interval.CallsAnswered.
Answer Wait Time	Answer Wait Time. The sum of answer wait time in seconds for all calls that were answered for the call type during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: if the call is answered by an agent on a standard ACD, this field is incremented only if the call was translation routed. Derived from: Call_Type_Interval.AnswerWaitTime.
COMPLETED TASKS
Handled	The total number of tasks handled to completion for the call type in the interval. Derived from: Call_Type_Interval.CallsHandled.
Abandon	The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This value also includes abandons for calls that are not in the queue; for example, when the caller ends the call while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls. Derived from: Call_Type_Interval.TotalCallsAband.
Return	The number of tasks of the call type that ICM software routed to Return nodes in the interval. This field is a calculated field, derived from: Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ReturnRelease.
Default Treatment	The number of tasks of the call type that were given default treatment or end nodes in the interval. Derived from: Call_Type_Interval.ICRDefaultRouted.
Network Routed	The number of tasks of the call type that were routed not by ICM software but by the carrier in the interval. For prerouted calls, the carrier decides where to route the call. Derived from: Call_Type_Interval.NetworkDefaultRouted.
Flow Out	The number of tasks of the call type that flowed out of the call type to another call type in the interval. Derived from: Call_Type_Interval.OverflowOut.
Calls Error	The number of calls for this call type that had errors or were incomplete in the interval. This field is a calculated field, derived from: Call_Type_Interval.ErrorCount + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.AgentErrorCount.
Other	The number of tasks of the call type that are Short, were routed to non-Agent targets, or were redirected in the interval. This field is a calculated field, derived from: Call_Type_Interval.CallsRONA + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls.
% Queued	The percentage of all handled tasks of the call type that were queued in the interval. This field is a calculated field, derived from: (Call_Type_Interval.CallsQHandled / Call_Type_Interval.CallsHandled).
% Aban	The percentage of all the tasks that came in to the call type in the interval that were abandoned. This field is a calculated field, derived from: (Call_Type_Interval.TotalCallsAband / (Call_Type_Interval.CallsHandled+ Call_Type_Interval.TotalCallsAband + Call_Type_Interval.IncompleteCalls + Call_Type_Interval.ReturnBusy + Call_Type_Interval.ReturnRing + Call_Type_Interval.ICRDefaultRouted + Call_Type_Interval.NetworkDefaultRouted + Call_Type_Interval.OverflowOut + Call_Type_Interval.CallsRONA + Call_Type_Interval.ReturnRelease + Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls+ Call_Type_Interval.ErrorCount + Call_Type_Interval.AgentErrorCount).
Avg Aban Delay	The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone. This field is a calculated field. Derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.
Short Calls	The number of calls abandoned during the Call_Type Abandon Call Wait Time. Calls abandoned after this time period are counted as Abandoned, not Short Calls. Derived from: Call_Type_Interval.ShortCalls.
Tasks Picked	The total number of pick requests successfully routed by this call type in the reporting interval.
Tasks Pulled	The total number of pull requests successfully routed by this call type in the reporting interval.
Picks Failed	Number of pick request resulting in an error.
Pulls Failed	Number of pull requests resulting in an error.
MaxQueued	The maximum number of calls in queue for this call type during this interval. Derived from: Call_Type_Interval. MaxCallsQueued.
Longest Queued	The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval. Derived from: Call_Type_Interval. MaxCallWaitTime. The system displays data in this field only if your Unified Intelligence Center system is connected to Unified CCE Release 8.0(3) or later.

Report Summaries

Call Type Summary

Field totals, except the Service Level field, for each call type in the report. The Service Level fields have percentage values. The summary also displays the Average for Avg Speed of Answer
Report Summary

Field totals, except the Service Level field, for all call types in the report. The Service Level fields have percentage values. The summary displays the Max for MaxQueued and Longest Queued.

Call Type Queue Interval All Fields

Reports generated from this template show the summary statistics for Skill Groups and Precision Queues within Call Type ID. This information is useful for tying queues to resources and for forecasting and scheduling.

Note: For Unified CCE, the presence of certain data depends on the use of Enterprise Queuing and on whether Translation Routing is implemented.

Query: This report data is built from an Anonymous Block type query.

Views: This report has the following grid views:

Call Type Queue Interval All Fields
Call Type Queue Skillgroup Summary

Select the view you want to see from the report drop-down list located on the top left corner.

Grouping: This report is grouped by call type and then by date and time.

Value List: Call Type

Database Schema Tables from which data is retrieved:

Call_Type
Precision_Queue
Call_Type_SG_Interval
Attribute
Router_Queue_Interval
Skill_Group
Media_Routing_Domain

Available Fields in the Call Type Queue Interval All Fields Grid View

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

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Current Fields in the Call Type Queue Interval All Fields Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Call Type	The enterprise name for the call type. Derived from Call_Type.EnterpriseName.
Precision Queue / Skill Group	The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name. Derived from: Skill_Group.Enterprise or Precision_Queue.EnterpriseName
DateTime	The date and time for the data of a selected row. Derived from: Call_Type_SG_Interval.DateTime.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used.
Handled	The total number of tasks handled to completion for the call type in the interval. Derived from: Call_Type_SG_Interval.CallsHandled.
Avg Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from: Call_Type_SG_Interval.Handle Time / Call_Type_SG_Interval.CallsHandled.
%Queued	The percentage of all handled tasks of the call type that were queued in the interval. This field is a calculated field, derived from Call_Type_SG_Interval. CallsQHandled /Call_Type_SG_Interval.CallsHandled.
Service Level	Service Level Type used to calculate Service level for the interval. Derived from: Call_Type_SG_Interval.ServiceLevel.
Avg Speed of Answer	Average Speed of Answer. The average answer waiting time from when first queue to skill group or LAA select node was run for this call to when this call was answered. This value is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This field is a calculated field, derived from: Call_Type_SG_Interval.AnswerWaitTime / Call_Type_SG_Interval.CallsAnswered.
Abandon Within Service Level	The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes. This field represents the calls that are abandoned at VRU. It includes the calls abandoned at the menu prompt, welcome prompt, and the queue. Derived from: Call_Type_Interval.ServiceLevelAband.
Abandon in Queue	The number of calls to the call type that were abandoned in the Router queue during the interval. Derived from: Call_Type_SG_Interval.RouterCalls AbandQ.
Longest Queued	The longest a task had to wait before being answered, abandoned, or otherwise ended. This value includes time in the network queue, local queue, and ringing at the agent, if applicable. Derived from: Router_Queue_Interval.MaxCallWaitTime
MaxQueued	The maximum number of tasks queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued. Derived from: Router_Queue_Interval.MaxCallsQueued
Tasks Picked	The total number of pick requests successfully routed to this skill group or precision queue by this call type in the reporting interval.
Tasks Pulled	The total number of pull requests successfully routed to this skill group or precision queue by this call type in the reporting interval.
Picks Failed	Number of pick request resulting in an error.
Pulls Failed	Number of pull requests resulting in an error.

Report Summaries

The summary line displays the maximum for MaxQueued and Longest Queued.

Current Fields in the Call Type Queue Skillgroup Summary Grid View

If you select the Call Type Queue Skillgroup Summary view, the report displays the following fields:

Call Type
DateTime
Handled
Avg Handle Time
%Queued
Service Level
Avg Speed of Answer
Abandon Within Service Level
Abandon in Queue
Queue

Available Fields in the Call Type Queue Interval All Fields Grid View

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

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Current Fields in the Call Type Queue Interval All Fields Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Call Type	The enterprise name for the call type. Derived from Call_Type.EnterpriseName.
Precision Queue / Skill Group	The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name. Derived from: Skill_Group.Enterprise or Precision_Queue.EnterpriseName
DateTime	The date and time for the data of a selected row. Derived from: Call_Type_SG_Interval.DateTime.
Attributes	The attributes used in the precision queue definition. The report shows only those attributes that are used.
Handled	The total number of tasks handled to completion for the call type in the interval. Derived from: Call_Type_SG_Interval.CallsHandled.
Avg Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from: Call_Type_SG_Interval.Handle Time / Call_Type_SG_Interval.CallsHandled.
%Queued	The percentage of all handled tasks of the call type that were queued in the interval. This field is a calculated field, derived from Call_Type_SG_Interval. CallsQHandled /Call_Type_SG_Interval.CallsHandled.
Service Level	Service Level Type used to calculate Service level for the interval. Derived from: Call_Type_SG_Interval.ServiceLevel.
Avg Speed of Answer	Average Speed of Answer. The average answer waiting time from when first queue to skill group or LAA select node was run for this call to when this call was answered. This value is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This field is a calculated field, derived from: Call_Type_SG_Interval.AnswerWaitTime / Call_Type_SG_Interval.CallsAnswered.
Abandon Within Service Level	The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes. This field represents the calls that are abandoned at VRU. It includes the calls abandoned at the menu prompt, welcome prompt, and the queue. Derived from: Call_Type_Interval.ServiceLevelAband.
Abandon in Queue	The number of calls to the call type that were abandoned in the Router queue during the interval. Derived from: Call_Type_SG_Interval.RouterCalls AbandQ.
Longest Queued	The longest a task had to wait before being answered, abandoned, or otherwise ended. This value includes time in the network queue, local queue, and ringing at the agent, if applicable. Derived from: Router_Queue_Interval.MaxCallWaitTime
MaxQueued	The maximum number of tasks queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued. Derived from: Router_Queue_Interval.MaxCallsQueued
Tasks Picked	The total number of pick requests successfully routed to this skill group or precision queue by this call type in the reporting interval.
Tasks Pulled	The total number of pull requests successfully routed to this skill group or precision queue by this call type in the reporting interval.
Picks Failed	Number of pick request resulting in an error.
Pulls Failed	Number of pull requests resulting in an error.

Report Summaries

The summary line displays the maximum for MaxQueued and Longest Queued.

Current Fields in the Call Type Queue Skillgroup Summary Grid View

If you select the Call Type Queue Skillgroup Summary view, the report displays the following fields:

Call Type
DateTime
Handled
Avg Handle Time
%Queued
Service Level
Avg Speed of Answer
Abandon Within Service Level
Abandon in Queue
Queue

Call Type Skill Group Historical All Fields

The Call Type Skill Group Historical All Fields report shows the summary statistics for Call Types and Skill Groups within each Call Type during the interval.

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

Views: This report has one grid view, Call Type Skill Group Historical All Fields.

Grouping: This report is grouped by Call Type Name, and then by Skill Group Name, and then by date and time.

Value List: Call Type

Database Schema Tables from which data is retrieved:

Call_Type_SG_Interval
Call_Type
Skill_Group

Available Fields in the Call Type Skill Group Historical All Fields Grid View

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

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Current Fields in the Call Type Skill Group Historical All Fields Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Call Type	The enterprise name for the call type. Derived from: Call_Type_SG_Interval.EnterpriseName.
Skill Group	The enterprise name for the skill group. Derived from: Skill_Group.Enterprise
DateTime	The date and time for the data of a selected row. Derived from: Call_Type.DateTime
Handled	The total number of tasks handled to completion for the call type in the interval. Derived from: Call_Type_SG_Interval.CallsHandled.
Avg Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from: Call_Type_SG_Interval.Handle Time/Call_Type_SG_Interval.CallsHandled.
%Queued	The percentage of all handled tasks of the call type that were queued in the interval. This field is a calculated field, derived from: Call_Type_SG_Interval.CallsQHandled /Call_Type_SG_Interval.CallsHandled.
Service Level	Service Level Type used to calculate Service level for the interval. Derived from: Call_Type_SG_Interval.ServiceLevel.
Avg Speed of Answer	Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was run for this call to when this call was answered. This value is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This field is a calculated field, derived from: Call_Type_SG_Interval.AnswerWaitTime/Call_Type_SG_Interval.CallsAnswered.
Aban within SL	The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes. Derived from: Call_Type_SG_Interval.ServiceLevelAband.
Aban in Queue	The number of calls to the call type that were abandoned in the Router queue during the interval. Derived from: Call_Type_SG_Interval.RouterCallsAbandQ.
MaxQueued	The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued. Derived from: Call_Type_SG_Interval.MaxCallsQueued
Longest Queued	The longest a call had to wait before being answered, abandoned, or otherwise ended. This value includes time in the network queue, local queue, and ringing at the agent if applicable. Derived from: Call_Type_SG_Interval.MaxCallWaitTime
Tasks Picked	The total number of pick requests successfully routed to this skill group by this call type in the reporting interval.
Tasks Pulled	The total number of pull requests successfully routed to this skill group by this call type in the reporting interval.
Picks Failed	Number of pick request resulting in an error.
Pulls Failed	Number of pull requests resulting in an error.

Report Summaries: The summary line displays the averages from Avg Handle Time, Avg Speed of Answer, and %Queued; and totals for Handled, Aban within SL, and Aban in Queue.

Available Fields in the Call Type Skill Group Historical All Fields Grid View

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

Additional Available fields in this report are taken directly from the Call_Type_SG_Interval table.

Current Fields in the Call Type Skill Group Historical All Fields Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Call Type	The enterprise name for the call type. Derived from: Call_Type_SG_Interval.EnterpriseName.
Skill Group	The enterprise name for the skill group. Derived from: Skill_Group.Enterprise
DateTime	The date and time for the data of a selected row. Derived from: Call_Type.DateTime
Handled	The total number of tasks handled to completion for the call type in the interval. Derived from: Call_Type_SG_Interval.CallsHandled.
Avg Handle Time	The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from: Call_Type_SG_Interval.Handle Time/Call_Type_SG_Interval.CallsHandled.
%Queued	The percentage of all handled tasks of the call type that were queued in the interval. This field is a calculated field, derived from: Call_Type_SG_Interval.CallsQHandled /Call_Type_SG_Interval.CallsHandled.
Service Level	Service Level Type used to calculate Service level for the interval. Derived from: Call_Type_SG_Interval.ServiceLevel.
Avg Speed of Answer	Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was run for this call to when this call was answered. This value is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. This field is a calculated field, derived from: Call_Type_SG_Interval.AnswerWaitTime/Call_Type_SG_Interval.CallsAnswered.
Aban within SL	The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes. Derived from: Call_Type_SG_Interval.ServiceLevelAband.
Aban in Queue	The number of calls to the call type that were abandoned in the Router queue during the interval. Derived from: Call_Type_SG_Interval.RouterCallsAbandQ.
MaxQueued	The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued. Derived from: Call_Type_SG_Interval.MaxCallsQueued
Longest Queued	The longest a call had to wait before being answered, abandoned, or otherwise ended. This value includes time in the network queue, local queue, and ringing at the agent if applicable. Derived from: Call_Type_SG_Interval.MaxCallWaitTime
Tasks Picked	The total number of pick requests successfully routed to this skill group by this call type in the reporting interval.
Tasks Pulled	The total number of pull requests successfully routed to this skill group by this call type in the reporting interval.
Picks Failed	Number of pick request resulting in an error.
Pulls Failed	Number of pull requests resulting in an error.

Report Summaries: The summary line displays the averages from Avg Handle Time, Avg Speed of Answer, and %Queued; and totals for Handled, Aban within SL, and Aban in Queue.

CVA Historical

The CVA Historical Report shows the total number of calls handled at IVR, calls abandoned at IVR, calls transferred to agents, and the average time spent on IVR.

Note

To run the CVA Historical Report, you must select the Call Types which are handling IVR Calls.

Views: This report has one Grid view and Column Chart view.

Query: This report data is built from the SQL Query.

Grouping: This report is grouped and sorted by Call Type.

Value List: Call Type

Database Schema Tables from which data is retrieved:

Call_Type_Interval
Call_Type

Available Fields in the CVA Historical All Fields Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are:

Time Spent on IVR: Derived from Call_Type_Interval.VRUTime

Current Fields in the CVA Historical Report Grid View

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Call Type	The enterprise name for the call type. Derived from: Call_Type.EnterpriseName.
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Call_Type_Interval.DateTime
Total Calls Handled at IVR	Total number of calls handled at IVR. Derived from: Call_Type_Interval.CallsOffered.
Calls Abandoned at IVR	Total number of calls abandoned at IVR. Derived from: Call_Type_Interval.TotalCallsAband - Call_Type_Interval.RouterCallsAbandQ - Call_Type_Interval.RouterCallsAbandToAgent
Average Time Spent on IVR	The average time spent on IVR is measured in HH:MM:SS (hours, minutes,seconds) format. Derived from: Call_Type_Interval.VRUTime/Call_Type_Interval.CallsOffered
Calls Transferred to Agent	Total number of calls getting transferred to the Agents. Derived from: Call_Type_Interval.VruAssistedCalls + Call_Type_Interval.VruOptOutIUnhandledCalls + Call_Type_Interval. VruScriptedXferredCalls + Call_Type_Interval.VruForcedXferredCalls

Current Fields in the CVA Historical Report Column Chart View

If you select the CVA Historical Column Chart view, the report displays the following tables:

Calls Abandoned at IVR
Calls Transferred to Agent
Total Calls Handled at IVR

Available Fields in the CVA Historical All Fields Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are:

Time Spent on IVR: Derived from Call_Type_Interval.VRUTime

Current Fields in the CVA Historical Report Grid View

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.


Column (Field)	Description
Call Type	The enterprise name for the call type. Derived from: Call_Type.EnterpriseName.
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from: Call_Type_Interval.DateTime
Total Calls Handled at IVR	Total number of calls handled at IVR. Derived from: Call_Type_Interval.CallsOffered.
Calls Abandoned at IVR	Total number of calls abandoned at IVR. Derived from: Call_Type_Interval.TotalCallsAband - Call_Type_Interval.RouterCallsAbandQ - Call_Type_Interval.RouterCallsAbandToAgent
Average Time Spent on IVR	The average time spent on IVR is measured in HH:MM:SS (hours, minutes,seconds) format. Derived from: Call_Type_Interval.VRUTime/Call_Type_Interval.CallsOffered
Calls Transferred to Agent	Total number of calls getting transferred to the Agents. Derived from: Call_Type_Interval.VruAssistedCalls + Call_Type_Interval.VruOptOutIUnhandledCalls + Call_Type_Interval. VruScriptedXferredCalls + Call_Type_Interval.VruForcedXferredCalls

Current Fields in the CVA Historical Report Column Chart View

If you select the CVA Historical Column Chart view, the report displays the following tables:

Calls Abandoned at IVR
Calls Transferred to Agent
Total Calls Handled at IVR

Enterprise Service Historical All Fields

Enterprise Services may be configured in an ICM environment to report collectively on a group of services across ACDs. This report is not applicable to Contact Center Enterprise environments.

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

Views: This report has one grid view, Enterprise Service Historical All Fields.

Grouping: This report is grouped by Enterprise Name.

Value List: Service

Database Schema Tables from which data is retrieved:

Enterprise_Service
Enterprise_Service_Member
Service_Interval
Service

Available Fields in the Enterprise Service Historical All Fields Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the Service_Interval table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Current Fields in the Enterprise Service Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template.


Column (Field)	Description
Enterprise Service	The enterprise name of the enterprise service. Derived from: Enterprise_Service.EnterpriseName.
Peripheral Service	The enterprise name of the peripheral service. Derived from: Service.EnterpriseName
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. DateTime Derived from: Service_Interval.DateTime.
Ans	The total number of tasks associated with the service that were answered by agents in the interval. Derived from: Service_Interval.CallsAnswered.
Avg Speed of Answer	The average answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks answered for the service in the interval. Derived from: Service_Interval.AvgSpeedAnswer.
Handled	The number of tasks associated with the service that were handled in the interval. Derived from: Service_Interval.CallsHandled.
Avg Handle Time	The average handle time in HH:MM:SS (hours, minutes, seconds) of tasks associated with the service ending in the interval. Derived from: Service_Interval.AvgHandleTime.
Abandoned Queue	The number of tasks associated with the service that were abandoned in queue in the interval. Derived from: Service_Interval.CallsAbandQ.
Avg Delay Queue Abandoned	Average delay time in HH:MM:SS (hours, minutes, seconds) of tasks associated with the service that were abandoned in queue in the interval. Derived from: Service_Interval.AvgDelayQAband.
Task Queue	The number of tasks associated with the service that were queued in the interval. Derived from: Service_Interval.CallsQ.
Avg Delay Queue	The average delay in the queue for the tasks associated with the service in the interval. Derived from: Service_Interval.AvgDelayQ.
Service Level	The number of tasks associated with the service answered within the Unified ICM/Unified CCE service level threshold in the interval. Derived from: Service_Interval.ServiceLevel.
Service Level Type	The default value that indicates how Unified ICM software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual services. Derived From: Service_Interval.ServiceLevelType.
Transfer In	The number of tasks transferred into the service in the interval. The value is updated in the database when the call is completed. Derived from: Service_Interval.TransferInCalls.
Transfer Out	The number of tasks transferred out of the service in the interval. The value is updated in the database when the transfer of the call is completed. Derived from: Service_Interval.TransferOutCalls.
Out	The number of outbound tasks placed by agents associated with the service in the interval. Derived from: Service_Interval.CallsOut.
RONA	The count of tasks that are redirected with no answer within the skill group service level threshold in the last interval. Derived from: Service_Interval.ServiceLevelCallsDequeued.

Report Summary: The report has a summary row for each Enterprise Service in the table and a total summary for all Enterprise Services. For more information, see Report Summary Rows.

Available Fields in the Enterprise Service Historical All Fields Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated from the Service_Interval table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Current Fields in the Enterprise Service Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template.


Column (Field)	Description
Enterprise Service	The enterprise name of the enterprise service. Derived from: Enterprise_Service.EnterpriseName.
Peripheral Service	The enterprise name of the peripheral service. Derived from: Service.EnterpriseName
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. DateTime Derived from: Service_Interval.DateTime.
Ans	The total number of tasks associated with the service that were answered by agents in the interval. Derived from: Service_Interval.CallsAnswered.
Avg Speed of Answer	The average answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks answered for the service in the interval. Derived from: Service_Interval.AvgSpeedAnswer.
Handled	The number of tasks associated with the service that were handled in the interval. Derived from: Service_Interval.CallsHandled.
Avg Handle Time	The average handle time in HH:MM:SS (hours, minutes, seconds) of tasks associated with the service ending in the interval. Derived from: Service_Interval.AvgHandleTime.
Abandoned Queue	The number of tasks associated with the service that were abandoned in queue in the interval. Derived from: Service_Interval.CallsAbandQ.
Avg Delay Queue Abandoned	Average delay time in HH:MM:SS (hours, minutes, seconds) of tasks associated with the service that were abandoned in queue in the interval. Derived from: Service_Interval.AvgDelayQAband.
Task Queue	The number of tasks associated with the service that were queued in the interval. Derived from: Service_Interval.CallsQ.
Avg Delay Queue	The average delay in the queue for the tasks associated with the service in the interval. Derived from: Service_Interval.AvgDelayQ.
Service Level	The number of tasks associated with the service answered within the Unified ICM/Unified CCE service level threshold in the interval. Derived from: Service_Interval.ServiceLevel.
Service Level Type	The default value that indicates how Unified ICM software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual services. Derived From: Service_Interval.ServiceLevelType.
Transfer In	The number of tasks transferred into the service in the interval. The value is updated in the database when the call is completed. Derived from: Service_Interval.TransferInCalls.
Transfer Out	The number of tasks transferred out of the service in the interval. The value is updated in the database when the transfer of the call is completed. Derived from: Service_Interval.TransferOutCalls.
Out	The number of outbound tasks placed by agents associated with the service in the interval. Derived from: Service_Interval.CallsOut.
RONA	The count of tasks that are redirected with no answer within the skill group service level threshold in the last interval. Derived from: Service_Interval.ServiceLevelCallsDequeued.

Report Summary: The report has a summary row for each Enterprise Service in the table and a total summary for all Enterprise Services. For more information, see Report Summary Rows.

Enterprise Skill Group Historical All Fields

Use this report to review key statistics like incoming call rates and average speed of answer for Enterprise Skill Groups. Enterprise Skill Groups provide the ability to group skill groups within a peripheral or in different peripherals.

Applicable Environment: Unified CCE and Unified ICM

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

Views: This report has one grid view, Enterprise Skill Group Historical All Fields.

Grouping: This report is grouped by Enterprise Skill Group.

Value List: Enterprise Skill Group

This template also contains fields from entskg25: ICM Enterprise Skill Group Consolidated Half Hour, from entskg27: Enterprise Skill Group Historical All Fields, and calculated fields from entskg08: FTE for Enterprise Skill Groups Half Hour.

Database Schema Tables from which data is retrieved:

Enterprise_Skill_Group
Enterprise_Skill_Group_Member
Skill_Group
Skill_Group_Interval
Media_Routing_Domain

Available Fields in the Enterprise Skill Group Historical All Fields Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are derived from the Skill_Group_Interval table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

Most fields take their value directly from the database.

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900).

Current Fields in the Enterprise Skill Group Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.


Column (Field	Description
Enterprise Skill Group	The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName (Enterprise_Skill_Group.EnterpriseSkillGroupID).
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Skill_Group_Interval.DateTime.
Ent Queued	The number of tasks queued to this Skill Group in the interval. Derived from: Skill_Group_Interval.RouterCallsQueued. This field is Current by default and is applicable to Unified CCE only. The equivalent field for Unified CCE is named Total Queued (ICM) is Available by default.
Avg Speed of Answer	The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the time spent by callers when placed in queue and ringing at the agent's desktop before the task is answered divided by the number of tasks answered. Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered.
COMPLETED TASKS
Total	The total number of tasks completed by this skill group in the interval. Derived from: (Skill_Group_Interval.CallsHandled + Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonRingCalls + Skill_Group_Interval.RedirectNoAnswer).
Abandoned	For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing ).
RONA	The number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every reporting.
Handled	The number of Routed tasks handled within this skill group in the interval. Derived from: Skill_Group_Interval.CallsHandled.
Avg Handle Time	The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group. Derived from: Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled.
Avg Active Time	The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group. Derived from: Skill_Group_Interval.HandledCallsTalkTime / Skill_Group_Interval.CallsHandled.
Abandon Hold	The number of tasks offered to the skill group that abandoned while being held or paused by the agent. The value is incremented at the time the call disconnects. Derived from: Skill_Group_Interval.AbandonHoldCalls.
End of Completed Tasks Grouping
Transfer In	The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the skill group in the interval. Derived from: Skill_Group_Interval.TransferInCallsTime.
Transfer Out	The number of tasks transferred out of the service in the interval. The value is updated in the database when the transfer of the call is completed. Derived from: Service_Interval.TransferOutCalls.
External Out	The number of completed outbound ACD calls made by agents in the skill group, during a interval. The value is updated in the database when any after-call work time associated with the call is completed. Derived from: Skill_Group_Interval.AgentOutCalls.
AGENT STATE TIMES
Active Time	The total time spent in the Active state within this skill group in the interval, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Skill_Group_Interval.TalkTime.
Hold Time	The total time agents spent in the Hold/Paused state in this skill group in the interval, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Skill_Group_Interval.HoldTime.
Log On Duration	The total time in the interval the agents were logged into this skill group, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Skill_Group_Interval.LoggedOnTime.
% Not Active	The percentage of time that agents have spent in the Not Active or Available state in relation to LoggedOnTime or the interval, whichever is less. Derived from: (Skill_Group_Interval.AvailTime / Skill_Group_Interval.LoggedOnTime).
% Not Ready	The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Derived from: (Skill_Group_Interval.NotReadyTime / Skill_Group_Interval.LoggedOnTime).
% Active	The percentage of time the interval that the agent of this skill group has spent in Active state in this Skill Group in relation to LoggedOnTime. Derived from: Skill_Group_Interval.TalkTime / Skill_Group_Interval.LoggedOnTime.
% Hold	The percentage of time the interval that agents have put a call from this skill group on hold in relation to LoggedOnTime. Derived from: (Skill_Group_Interval.HoldTime / Skill_Group_Interval.LoggedOnTime).
% Reserved	The percentage of time the interval that agents have spent in Reserved state waiting for an ICM routed call from this skill group in relation to LoggedOnTime. Derived from: (Skill_Group_Interval.ReservedStateTime / Skill_Group_Interval.LoggedOnTime).
% Wrap Up	The percentage of time the interval that agents have spent in Wrap-up state after incoming or outgoing tasks in relation to LoggedOnTime or interval, whichever is less. Derived from: (Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime) / Skill_Group_Interval.LoggedOnTime).

Report Summary: There is a summary for each Enterprise Skill Group and a total report summary. The summary line displays the Max for MaxQueued and RouterQueueCalls.

Available Fields in the Enterprise Skill Group Historical All Fields Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are derived from the Skill_Group_Interval table as documented in the Database Schema Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

Most fields take their value directly from the database.

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900).

Current Fields in the Enterprise Skill Group Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.


Column (Field	Description
Enterprise Skill Group	The enterprise skill group's enterprise name and ID. Derived from: Enterprise_Skill_Group.EnterpriseName (Enterprise_Skill_Group.EnterpriseSkillGroupID).
DateTime	The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Skill_Group_Interval.DateTime.
Ent Queued	The number of tasks queued to this Skill Group in the interval. Derived from: Skill_Group_Interval.RouterCallsQueued. This field is Current by default and is applicable to Unified CCE only. The equivalent field for Unified CCE is named Total Queued (ICM) is Available by default.
Avg Speed of Answer	The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the time spent by callers when placed in queue and ringing at the agent's desktop before the task is answered divided by the number of tasks answered. Derived from: Skill_Group_Interval.AnswerWaitTime / Skill_Group_Interval.CallsAnswered.
COMPLETED TASKS
Total	The total number of tasks completed by this skill group in the interval. Derived from: (Skill_Group_Interval.CallsHandled + Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonRingCalls + Skill_Group_Interval.RedirectNoAnswer).
Abandoned	For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from: (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.AbandonCallsRing ).
RONA	The number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every reporting.
Handled	The number of Routed tasks handled within this skill group in the interval. Derived from: Skill_Group_Interval.CallsHandled.
Avg Handle Time	The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group. Derived from: Skill_Group_Interval.HandledCallsTime / Skill_Group_Interval.CallsHandled.
Avg Active Time	The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group. Derived from: Skill_Group_Interval.HandledCallsTalkTime / Skill_Group_Interval.CallsHandled.
Abandon Hold	The number of tasks offered to the skill group that abandoned while being held or paused by the agent. The value is incremented at the time the call disconnects. Derived from: Skill_Group_Interval.AbandonHoldCalls.
End of Completed Tasks Grouping
Transfer In	The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the skill group in the interval. Derived from: Skill_Group_Interval.TransferInCallsTime.
Transfer Out	The number of tasks transferred out of the service in the interval. The value is updated in the database when the transfer of the call is completed. Derived from: Service_Interval.TransferOutCalls.
External Out	The number of completed outbound ACD calls made by agents in the skill group, during a interval. The value is updated in the database when any after-call work time associated with the call is completed. Derived from: Skill_Group_Interval.AgentOutCalls.
AGENT STATE TIMES
Active Time	The total time spent in the Active state within this skill group in the interval, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Skill_Group_Interval.TalkTime.
Hold Time	The total time agents spent in the Hold/Paused state in this skill group in the interval, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Skill_Group_Interval.HoldTime.
Log On Duration	The total time in the interval the agents were logged into this skill group, measured in HH:MM:SS (hours, minutes, seconds) format.

Bias-Free Language

Results

Chapter: All Fields Historical Reports

All Fields Historical Reports

Agent Answers Analytics Report

Available Fields in the Agent Answers Analytics Grid View

Available Fields in the Agent Answers Analytics Report

Available Fields in the Agent Answers Analytics Grid View

Available Fields in the Agent Answers Analytics Report

Agent Historical All Fields

Available Fields in the Agent Historical All Fields Grid View

Current Fields in the Agent Historical All Fields Grid View

Available Fields in the Agent Historical All Fields Grid View

Current Fields in the Agent Historical All Fields Grid View

Agent Not Ready Historical

Current Fields in the Agent Not Ready Historical Report

Agent Not Ready Detail

Available Fields in the Agent Not Ready Detail Grid View

Current Fields in the Agent Not Ready Detail Grid View

Available Fields in the Agent Not Ready Detail Grid View

Current Fields in the Agent Not Ready Detail Grid View

Agent Precision Queue Historical All Fields

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

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

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

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

Agent Queue Interval

Current Fields in the Agent Queue Interval Grid View

Current Fields in the Agent Queue Interval Grid View

Agent Queue Hourly

Current Fields in the Agent Queue Hourly Grid View

Current Fields in the Agent Queue Hourly Grid View

Agent Skill Group Historical All Fields

Available Fields in the Agent Skill Group Historical All Fields Grid View

Current Fields in the Agent Skill Group Historical All Fields Grid View

Available Fields in the Agent Skill Group Historical All Fields Grid View

Current Fields in the Agent Skill Group Historical All Fields Grid View

Agent Team Historical All Fields

Available Fields in the Agent Team Historical All Fields Grid View

Current Fields in the Agent Team Historical All Fields Grid View

Available Fields in the Agent Team Historical All Fields Grid View

Current Fields in the Agent Team Historical All Fields Grid View

Call Type Abandon/Answer Distribution Historical

Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Available Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Current Fields in the Call Type Abandon/Answer Distribution Historical Grid View

Call Type Historical All Fields

Available Fields in the Call Type Historical All Fields Grid View

Current Fields for the Call Type Historical All Fields Grid View

Available Fields in the Call Type Historical All Fields Grid View

Current Fields for the Call Type Historical All Fields Grid View

Call Type Queue Interval All Fields

Available Fields in the Call Type Queue Interval All Fields Grid View

Current Fields in the Call Type Queue Interval All Fields Grid View

Current Fields in the Call Type Queue Skillgroup Summary Grid View

Available Fields in the Call Type Queue Interval All Fields Grid View

Current Fields in the Call Type Queue Interval All Fields Grid View

Current Fields in the Call Type Queue Skillgroup Summary Grid View

Call Type Skill Group Historical All Fields

Available Fields in the Call Type Skill Group Historical All Fields Grid View

Current Fields in the Call Type Skill Group Historical All Fields Grid View

Available Fields in the Call Type Skill Group Historical All Fields Grid View

Current Fields in the Call Type Skill Group Historical All Fields Grid View

CVA Historical

Available Fields in the CVA Historical All Fields Grid View

Current Fields in the CVA Historical Report Grid View

Current Fields in the CVA Historical Report Column Chart View

Available Fields in the CVA Historical All Fields Grid View

Current Fields in the CVA Historical Report Grid View

Current Fields in the CVA Historical Report Column Chart View

Enterprise Service Historical All Fields

Available Fields in the Enterprise Service Historical All Fields Grid View

Current Fields in the Enterprise Service Historical All Fields Grid View

Available Fields in the Enterprise Service Historical All Fields Grid View

Current Fields in the Enterprise Service Historical All Fields Grid View

Enterprise Skill Group Historical All Fields

Available Fields in the Enterprise Skill Group Historical All Fields Grid View

Current Fields in the Enterprise Skill Group Historical All Fields Grid View