AbandonHoldCallsOut |
The number of outbound calls that abandon while on hold. This is
reported by OPC.
|
DBINT |
YES |
AvgHandledCallsTalkTime |
Average talk time in seconds for inbound calls associated with the
skill group that were handled during the reporting interval. This
value is calculated as follows: HandledCallsTalkTime /
CallHandled. AvgHandledCallsTalkTime is calculated only for
handled calls, which are calls that are finished (that is, any
after-call work associated with the call has been completed). This
field is counted when any after-call work associated with the call
is completed, and the database is updated every reporting.
Note
|
In a Unified CCE Enterprise Gateway deployment, a Unified ICM (parent) connected with a Unified CCE with a Unified CCE System
PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available
in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting
metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, must also look
at the parent Unified ICM reports for network queuing data.
|
|
DBINT |
YES |
AnswerWaitTime |
The sum of the answer wait times of all calls associated to an agent
in this skill group or precision queue answered during the reporting
interval. AnswerWaitTime is updated at the time the call is
answered, and the database is updated at every reporting interval.
In Unified ICM, AnswerWaitTime is calculated from the following
fields in the Termination_Call_Detail table:
-
DelayTime
-
LocalQTime
-
RingTime
In Unified CCE, AnswerWaitTime is calculated from the following
fields in the Termination_Call_Detail table:
-
DelayTime
-
RingTime
-
NetworkSkillGroupQTime
|
DBINT |
YES |
AbandonRingCalls |
Total number of ACD calls to the skill group that were abandoned
while ringing at an agent's position. The value is counted at the
time the call disconnects, and the database is updated every
reporting.
|
DBINT |
YES |
AbandonRingTime |
Total ring time associated with ACD calls to the skill group that
were abandoned while alerting an agent's position. RingTime occurs
after any DelayTime and LocalQTime. The value is counted at the time
the call disconnects, and the database is updated every reporting.
|
DBINT |
YES |
AbandonHoldCalls |
The total number of ACD calls to the skill group that abandoned while
being held at an agents position. The value is counted at the time
the call disconnects, and the database is updated every reporting.
|
DBINT |
YES |
AgentOutCallsTalkTime |
Total talk time, in seconds, outbound ACD calls handled by agents
associated with this skill group that ended during the reporting
interval. The value includes the time spent from the agent beginning
the call to when the agent begins after-call work for the call. The
value is counted when the after-call-work time associated with the
call (if any) is completed, and the database is updated every
reporting.
Note
|
This field does not include the hold time; it is recorded in the
AgentOutCallsOnHoldTime field.
|
|
DBINT |
YES |
AgentOutCallsOnHold |
The total number of outbound ACD calls by an agent associated with
this skill group that ended during the current reporting interval
that were placed on hold at least once during the life of the call.
The value is counted when the after-call work associated with the
call (if any) is completed, and the database is updated every
reporting.
|
DBINT |
YES |
AgentOutCallsOnHoldTime |
Total number of seconds outbound ACD calls were placed on hold by
agents associated with this skill group. This value updated in the
database when after-call work associated with the call (if any) is
completed.
|
DBINT |
YES |
AgentTerminatedCalls |
Not currently used.
|
DBINT |
YES |
AvgHandledCallsTime |
Average handle time in seconds for inbound calls associated with the
skill group that were handled during the reporting interval. This
value is calculated as follows: HandledCallsTime / CallsHandled. The
AvgHandledCallsTime value is counted when any after-call work time
associated with the call is completed, and the database is updated
every reporting.
|
DBINT |
YES |
AutoOutCalls |
The total number of AutoOut (predictive) calls made by agents
associated with this skill group that ended during the reporting
interval. The value is counted when the after-call work time
associated with the call (if any) has completed, and the database is
updated every reporting.
|
DBINT |
YES |
AutoOutCallsTime |
The total handle time, in seconds, for AutoOut (predictive) calls
handled by agents associated with this skill group that ended during
the reporting interval. Handle time includes WorkTime, TalkTime, and
HoldTime. The AutoOutCallsTime value includes the time spent from
the call being initiated to when the agent completes after-call work
time for the call. The value is counted when the after-call work
time associated with the call (if any) has completed, and the
database is updated every reporting.
|
DBINT |
YES |
AutoOutCallsTalkTime |
Total talk time, in seconds, for AutoOut (predictive) calls handled
by agents associated with this skill group that ended during the
reporting interval. This value includes the time spent from the call
being initiated to when the agent begins after-call work for the
call. It includes the HoldTime associated with the call.
AutoOutCallsTalkTime is counted when the after-call work time
associated with the call (if any) has completed, and the database is
updated every reporting.
|
DBINT |
YES |
AutoOutCallsOnHold |
The total number of ended AutoOut (predictive) calls that agents
associated with this skill group have placed on hold at least once.
The value is counted when the after-call work time associated with
the call (if any) has completed, and the database is updated every
reporting.
|
DBINT |
YES |
AutoOutCallsOnHoldTime |
The total number of seconds that AutoOut (predictive) calls were
placed on hold by agents associated with this skill group during the
reporting interval. The value is counted when the after-call work
associated with the call (if any) has completed, and the database is
updated every reporting.
|
DBINT |
YES |
AgentOutCallsTime |
The total handle time, in seconds, for outbound ACD calls handled by
the skill group that ended during the reporting interval. Handle
time includes WorkTime, TalkTime, and HoldTime. The
AgentOutCallsTime value includes the time spent from the agent
beginning the call to when the agent completes after-call work time
for the call. The value is counted when the after-call work time
associated with the call (if any) is completed, and the database is
updated every reporting.
|
DBINT |
YES |
AgentOutCalls |
The total number of outbound ACD calls made by agents in the skill
group that ended during a reporting interval. The value is counted
when any after-call work time associated with the call is completed,
and the database is updated every reporting.
|
DBINT |
YES |
AvailTime |
Total time in seconds agents associated with this skill group were in
the Not_Active state for this skill group during the reporting
interval. AvailTime is included in the calculation of LoggedOnTime.
|
DBINT |
YES |
BargeInCalls |
The number of calls associated with this skill group barged in on
either by the supervisor or by the agent. This field is applicable
for Unified CCE only.
|
DBINT |
YES |
BucketIntervalID |
The ID of Bucket Intervals from the Bucket_Interval table used to
generate the following RouterAnsInterval and RouterAbandInterval
fields in this record.
|
DBINT |
NULL |
BusyOtherTime |
Number of seconds agents have spent in the BusyOther state for this
skill group during the reporting interval. BusyOtherTime is included
in the calculation of LoggedOnTime.
|
DBINT |
YES |
CampaignID |
For skill groups assigned to campaigns only per the Campaign Skill
Group. As skill groups are often reused for new campaigns, this
provides a historical trail for proper reporting. Filled in by the
CallRouter.
|
DBINT |
YES |
CallbackMessages |
Number of callback messages processed by the skill group during the
reporting interval.
|
DBINT |
YES |
CallbackMessagesTime |
Number of seconds the skill group spent processing callback messages
during the reporting interval.
|
DBINT |
YES |
CallsHandled |
The number of inbound ACD calls answered and wrap-up completed by
agents associated with this skill group during the reporting
interval.
This field is applicable for Unified ICM and Unified CCE. A handled
call is:
-
An incoming ACD call that was answered by an agent, and then
completed.
-
A non-voice task that the agent started working on then
completed.
A handled call or task is completed when the agent associated with
the call or task finishes the wrap-up work associated with the call
or task.
|
DBINT |
YES |
CallsAnswered |
Number of routed calls answered by agents associated with this skill
group during the given interval. CallsAnswered is incremented in the
interval where the call is answered, as opposed to CallsHandled
which is incremented in the interval where the call ends.
Note
|
With the existence of a network VRU, in a Unified CCE deployment
with a Unified CCE System PG, this value does not include time spent
in the network VRU.
|
|
DBINT |
YES |
ConsultOutCalls |
The number of external consult calls the agents in this skill group
completed during this interval.
|
DBINT |
NULL |
ConsultOutCallsTime |
Time the agents in this skill group spent on consult external calls.
It includes talk, hold, and wrap time. Time is counted when the call
ends. This time
|
DBINT |
NULL |
ConsultativeCalls |
The number of consultative calls agents associated with the skill
group that ended in this reporting. The count is counted when the
after-call work time associated with the consultative call (if any)
is completed, and the database is updated every reporting.
|
DBINT |
YES |
ConsultativeCallsTime |
The number of seconds agents associated with this skill group spent
handling a consultative call. The value is counted when the
after-call work time associated with the consultative call (if any)
is completed, and the database is updated every reporting.
|
DBINT |
YES |
CallsOffered |
The number of calls received by this skill group for the current
reporting interval. In Unified CCE with a Unified CCE System PG, a
call is counted as offered when it is sent to a skill group. In
Unified CCE without a Unified CCE System PG, a call is counted as
offered only when it is answered.
Note
|
For consistent values, in Unified CCE regardless of whether there
is a Unified CCE System PG, use RouterCallsOffered.
|
|
DBINT |
YES |
CallsQueued |
The number of calls queued to this skill group by the ACD in the
current reporting interval. In Unified CCE with a Unified CCE System
PG, this field is applicable and is updated when a call is queued to
the skill group.
Note
|
Not applicable for Unified CCE without a Unified CCE System PG and
is not updated.
|
For consistent values, in Unified CCE regardless of whether there is
a Unified CCE System PG, use RouterQueueCalls.
|
DBINT |
YES |
ConferencedInCalls |
The number of incoming calls skill group agents were conferenced
into. Incoming calls include ACD and non-ACD calls. The value is
counted when the agent drops off the call or the call becomes a
simple two-party call, and the database is updated every reporting.
Note
|
For blind conferences in Unified CCE with a Unified CCE System PG,
this field is updated when an agent later answers the call that was
blind conferenced to a VRU. For this call scenario, this field is
not updated in Unified CCE without a Unified CCE System PG.
|
|
DBINT |
YES |
ConferencedInCallsTime |
The number of seconds agents associated with this skill group were
involved in incoming conference calls. Conferenced in calls include
both ACD and non-ACD. The value is counted when the agent drops off
the call or the call becomes a simple two-party call, and the
database is updated every reporting. For blind conferences in
Unified CCE, the value is counted when an agent blind conferences
the call to a VRU, and the database is updated every reporting. For
blind conferences in Unified CCE with a Unified CCE System PG, the
value is not updated in the database until another agent later
answers the call that was blind conferenced to a VRU.
Note
|
For blind conferences in Unified CCE with a Unified CCE System PG,
this field is updated when another agent later answers the call that
was blind conferenced to a VRU. For this call scenario, this field
is not updated in Unified CCE without a Unified CCE System PG.
|
|
DBINT |
YES |
ConferencedOutCalls |
The number of conference calls that the skill group agents initiated.
The conferenced out calls include ACD and non-ACD calls. The value
is counted when the agent drops off the call or the call becomes a
simple two-party call, and the database is updated every reporting.
|
DBINT |
YES |
ConferencedOutCallsTime |
The number of seconds that agents spent on conference calls that they
initiated. This includes time spent on both ACD and non-ACD
conference calls initiated by the agent. The value is counted when
the agent drops off the call or the call becomes a simple two-party
call, and the database is updated every reporting.
|
DBINT |
YES |
DateTime |
The date and time at the start of the reporting interval.
|
DBSMALLDATE |
NOT NULL |
DbDateTime |
The current date and time stamp when the records are written to the
HDS database. The logger database has NULL for this column.
|
DBDATETIME |
YES |
EmergencyAssists |
The number of emergency assist requests either by the agent or by the
supervisor. This field is applicable for Unified CCE only.
|
DBINT |
YES |
HoldTime |
Number of seconds where all calls to an agent are on hold during the
reporting interval. HoldTime is counted only while the agent is
doing no other call-related activity. HoldTime is included in the
calculation of LoggedOnTime.
|
DBINT |
YES |
HandledCallsTalkTime |
The number of seconds that agents spent in TalkTime for calls
associated with this skill group that ended in this reporting
interval. This field is applicable for both Unified ICM, Unified CCE
and Outbound Option.
|
DBINT |
YES |
HandledCallsTime |
This field only applies to configured skill groups. The number of
seconds an agent spent answering the call (including the time the
call was on hold) to the time the agent completed the after-call
work associated with the call.
HandledCallsTime = HandledCallsTalkTime + IncomingCallsOnHoldTime + (WorkNotReadyTime/WorkReadyTime)
The value in this
field for the incoming routed calls includes:
-
Talk time
-
IncomingCallsOnHoldTime
-
Work Ready and Work Not Ready time
Note
|
Database is updated with the cumulative time only after the call
completion of both the talk time and the wrap-up time.
|
Note
|
This field is applicable for Unified ICM, Unified CCE, and
Outbound Option.
|
|
DBINT |
YES |
IncomingCallsOnHoldTime |
Total number of seconds that inbound ACD calls that agents associated
with the skill group placed on hold that ended during the reporting
interval. The value is counted when the after-call work time
associated with the call (if any) is completed, and the database is
updated every reporting.
|
DBINT |
YES |
IncomingCallsOnHold |
The total number of inbound ACD calls that agents associated with the
skill group placed on hold at least once during the reporting
interval. The value is counted when the after-call work time
associated with the call (if any) is completed, and the database is
updated every reporting.
|
DBINT |
YES |
InternalCallsOnHoldTime |
The total number of seconds internal calls agents associated with the
skill group ended in this reporting ever put on hold. The value is
counted when the after-call work time associated with the call (if
any) is completed, and the database is updated every reporting.
|
DBINT |
YES |
InternalCallsOnHold |
The total number of internal calls that agents associated with the
skill group ended in this reporting that were ever placed on hold.
The value is counted when the after-call work time associated with
the call (if any) is completed, and the database is updated every
reporting.
|
DBINT |
YES |
InternalCallsRcvdTime |
Number of seconds spent on internal calls received by the agent
during the reporting interval. The value is incremented when the
after-call-work time associated with the call has completed.
|
DBINT |
YES |
InternalCallsRcvd |
Number of internal calls associated with this skill group that agents
received and that ended during this reporting interval. The value is
counted when the after-call work time associated with the call (if
any) is completed, and the database is updated every reporting.
|
DBINT |
YES |
InternalCalls |
Number of internal calls agents associated with this skill group
ended during the reporting interval. The value is counted when the
after-call work time associated with the call (if any) is completed,
and the database is updated every reporting.
|
DBINT |
YES |
InternalCallsTime |
Number of seconds spent on internal calls initiated by the agent
during the reporting interval. The value is incremented when the
after-call-work time associated with the call has completed.
|
DBINT |
YES |
InterruptedTime |
The number of seconds during which all calls to the agent are in
interrupted state during the reporting interval.
|
DBINT |
YES |
InterceptCalls |
The number of calls intercepted either by the supervisor or by the
agent. This field is applicable for Unified CCE only.
|
DBINT |
YES |
LoggedOnTime |
Total time, in seconds, agents associated with this skill group were
logged on during the reporting interval. This field is applicable
for both Unified ICM, Unified CCE and Outbound Option.
This value is based on the sum of the following:
-
HoldTime
-
TalkInTime
-
TalkOutTime
-
TalkOtherTime
-
NotReadyTime
-
WorkReadyTime
-
WorkNotReadyTime
-
BusyOtherTime
-
ReservedStateTime
-
TalkAutoOutTime
-
TalkPreviewTime
-
TalkReservedTime
-
InterruptedTime
|
DBINT |
YES |
MonitorCalls |
The number of calls monitored either by the supervisor or by the
agent. This field is applicable for Unified CCE only.
|
DBINT |
YES |
NetConsultativeCalls |
The number of Network consultative calls completed by agents in the
skill group with at least one call on hold. The count is counted
when the after-call work time associated with the consultative call
(if any) is completed, and the database is updated every reporting.
|
DBINT |
YES |
NetConsultativeCallsTime |
The number of seconds agents in the skill group spent handling a
Network consultative call with at least one call on hold. The value
is counted when the after-call work time associated with the
consultative call (if any) is completed, and the database is updated
every reporting.
|
DBINT |
YES |
NetConferencedOutCalls |
The number of Network conference calls that the skill group agents
initiated. The conferenced out calls only include Network conference
calls. The value is counted when the agent drops off the call or the
call becomes a simple two-party call, and the database is updated
every reporting.
|
DBINT |
YES |
NetConfOutCallsTime |
The number of seconds that agents spent on Network conference calls
that they initiated. This only includes time spent on Network
conference calls initiated by the agent. This database element uses
ConferenceTime from the Termination_Call_Detail table. The value is
counted when the agent drops off the call or the call becomes a
simple two-party call, and the database is updated every reporting.
|
DBINT |
YES |
NetTransferOutCalls |
Number of calls that were network (Blind and Consultative)
transferred out of the skill group during the reporting interval.
The value is counted when the after-call work time associated with
the call (if any) is completed, and the database is updated every
reporting.
|
DBINT |
YES |
NotReadyTime |
Total seconds agents were in the Not Ready state for this skill group
during the reporting interval. NotReadyTime is included in the
calculation of LoggedOnTime.
|
DBINT |
YES |
PickRequests
|
The total number of pick requests successfully routed to this skill
group for this interval.
|
DBINT
|
NULL
|
PullRequests
|
The total number of pull requests successfully routed to this skill
group for this interval .
|
DBINT
|
NULL
|
PickErrors
|
Number of pick requests resulting in an error.
|
DBINT
|
NULL
|
PullErrors
|
Number of pull requests resulting in an error.
|
DBINT
|
NULL
|
PercentUtilization |
Percentage of Ready time that agents associated with this skill group
spent talking or doing call work during the reporting interval. This
is the percentage of time these agents spent working on calls versus
the time agents were ready.
|
DBFLT4 |
YES |
PrecisionQueueID |
Foreign Key from Precision_Queue table.
|
DBINT |
NULL |
PreviewCalls |
Total number of outbound Preview calls made by agents associated with
this skill group that ended during the reporting interval. The value
is counted when the after-call work time associated with the call
(if any) has completed, and the database is updated every reporting.
|
DBINT |
YES |
PreviewCallsTime |
Total handle time, in seconds, for outbound Preview calls handled by
agents associated with this skill group that ended during the
reporting interval. Handle time includes WorkTime, TalkTime, and
HoldTime. The PreviewCallsTime value includes the time spent from
the call being initiated to when the agent completes after-call work
time for the call. The value is counted when the after-call work
time associated with the call (if any) has completed, and the
database is updated every reporting.
|
DBINT |
YES |
PreviewCallsTalkTime |
Total talk time, in seconds, for outbound Preview calls handled by
agents associated with this skill group that ended during the
reporting interval. This value includes the time spent from the call
being initiated to when the agent begins after-call work for the
call. It therefore includes the HoldTime associated with the call.
PreviewCallsTalkTime is counted when the after-call work time
associated with the call (if any) has completed. This field is
applicable for both Unified ICM and Unified CCE, and the database is
updated every reporting.
|
DBINT |
YES |
PreviewCallsOnHold |
The total number of ended outbound Preview calls that agents
associated with this skill group have placed on hold at least once
during the reporting interval. The value is counted when the
after-call work time associated with the call (if any) has
completed, and the database is updated every reporting.
|
DBINT |
YES |
PreviewCallsOnHoldTime |
The total number of seconds outbound Preview calls were placed on
hold by agents associated with this skill group during the reporting
interval. The value is counted when the after-call work associated
with the call (if any) has completed, and the database is updated
every reporting.
|
DBINT |
YES |
ReserveCalls |
For Outbound Option, the number of reservation calls received by
agents in this skill group during the reporting interval.
|
DBINT |
YES |
ReserveCallsTime |
For Outbound Option, the time during the reporting interval that
outbound agents in this skill group spent on reservation calls
waiting for delivery of a Campaign customer call. This includes
preview time for Preview, Direct Preview, and Personal Callback
calls.
|
DBINT |
YES |
ReserveCallsTalkTime |
For Outbound Option, the talk time for agents in this skill group on
reservation calls during the reporting interval. This is calculated
using Call State.
|
DBINT |
YES |
ReserveCallsOnHold |
For Outbound Option, the number of reservation calls for agents in
this skill group placed on hold during the reporting interval.
|
DBINT |
YES |
ReserveCallsOnHoldTime |
For Outbound Option, the time that reservation calls for agents in
this skill group are on hold during the reporting interval.
|
DBINT |
YES |
RecoveryKey |
A unique ID assigned to each record and used internally by the
Unified ICM/Unified CCE software to track the record.
|
DBFLT8
|
NOT NULL |
RedirectNoAnsCalls |
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.
Note:
"Calls" may include voice calls and nonvoice tasks from third-party
multichannel applications that use the Task
Routing APIs.
|
DBINT |
YES |
RedirectNoAnsCallsTime |
The number of seconds ACD calls to the skill group rang at an agent's
terminal before being redirected on failure to answer 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.
Note:
"Calls" may include voice calls and nonvoice tasks from third-party
multichannel applications that use the Task
Routing APIs.
|
DBINT |
YES |
RouterAbandInterval1 |
Number of calls abandoned within interval 1. For Skill Group
Interval, RouterAbandInterval is calculated from when the call is
queued to a skill group or a precision queue, to when the call is
abandoned.
This column is applicable to both third-party ACDs and Unified CCE
with the following exception: the column is not incremented if the
call abandons after it is routed to a standard ACD, unless the call
was translation routed.
In a Unified CCE Enterprise Gateway deployment, a Unified ICM (parent) connected with a Unified CCE and with a Unified CCE
System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is
not available in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included
in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports,
must also look at the parent Unified ICM reports for network queuing data.
|
DBINT |
NULL |
RouterAbandInterval2 |
Number of calls abandoned within interval 2. See
RouterAbandInterval1.
|
DBINT |
NULL |
RouterAbandInterval3 |
Number of calls abandoned within interval 3. See
RouterAbandInterval1.
|
DBINT |
NULL |
RouterAbandInterval4 |
Number of calls abandoned within interval 4. See
RouterAbandInterval1.
|
DBINT |
NULL |
RouterAbandInterval5 |
Number of calls abandoned within interval 5. See
RouterAbandInterval1.
|
DBINT |
NULL |
RouterAbandInterval6 |
Number of calls abandoned within interval 6. See
RouterAbandInterval1.
|
DBINT |
NULL |
RouterAbandInterval7 |
Number of calls abandoned within interval 7. See
RouterAbandInterval1.
|
DBINT |
NULL |
RouterAbandInterval8 |
Number of calls abandoned within interval 8. See
RouterAbandInterval1.
|
DBINT |
NULL |
RouterAbandInterval9 |
Number of calls abandoned within interval 9. See
RouterAbandInterval1.
|
DBINT |
NULL |
RouterAbandInterval10 |
Number of calls abandoned within interval 10. See
RouterAbandInterval1.
|
DBINT |
NULL |
RouterAnsInterval1 |
Number of calls answered within interval 1. For Skill Group Interval,
RouterAnsInterval is calculated from when the call is queued to a
skill group or a precision queue, to when the call is answered.
This column is applicable to both third-party ACDs and CC Enterprise
with the following exception: the column is not incremented if an
agent on a third-party ACD answers the call, unless the call was
translation routed.
In a Unified CCE Enterprise Gateway deployment,a Unified ICM (parent) connected with a Unified CCE with a Unified CCE System
PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available
in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting
metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, must also look
at the parent Unified ICM reports for network queuing data.
With the existence of a network VRU, for Unified CCE and for Unified
ICM systems in which calls are translation-routed, the measurement
of Service Level begins when the call arrives at the routing script,
or when its call type is changed. This means that if self-service is
performed on a call before the call is queued to an agent, the
routing script must change the call type of the call when
self-service is completed. Otherwise, the time spent in self-service
negatively impacts the Service Level.
|
DBINT |
NULL |
RouterAnsInterval2 |
Number of calls answered within interval 2. See RouterAnsInterval1.
|
DBINT |
NULL |
RouterAnsInterval3 |
Number of calls answered within interval 3. See RouterAnsInterval1.
|
DBINT |
NULL |
RouterAnsInterval4 |
Number of calls answered within interval 4. See RouterAnsInterval1.
|
DBINT |
NULL |
RouterAnsInterval5 |
Number of calls answered within interval 5. See RouterAnsInterval1.
|
DBINT |
NULL |
RouterAnsInterval6 |
Number of calls answered within interval 6. See RouterAnsInterval1.
|
DBINT |
NULL |
RouterAnsInterval7 |
Number of calls answered within interval 7. See RouterAnsInterval1.
|
DBINT |
NULL |
RouterAnsInterval8 |
Number of calls answered within interval 8. See RouterAnsInterval1.
|
DBINT |
NULL |
RouterAnsInterval9 |
Number of calls answered within interval 9. See RouterAnsInterval1.
|
DBINT |
NULL |
RouterAnsInterval10 |
Number of calls answered within interval 10. See RouterAnsInterval1.
|
DBINT |
NULL |
RouterCallsAbandQ |
Number of calls queued to the group by the CallRouter that were
abandoned during the half-hour interval. The CallRouter sets this
field.
|
DBINT |
YES |
RouterDelayQAbandTime |
The summation of time spent waiting in queue with this skill group by
callers that abandon before being routed to an agent.
The CallRouter sets this field.
|
DBINT |
|
RouterMaxCallsQueued |
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 it was queued to.
The CallRouter sets this field.
|
DBINT |
NULL |
RouterMaxCallWaitTime |
The longest a call had to wait before being answered, abandoned, or
otherwise ended. This includes time in the network queue, local
queue, and ringing at the agent if applicable.
The CallRouter sets this field.
|
DBINT |
NULL |
RouterQueueCalls |
Number of calls queued to the group by the CallRouter during the
reporting interval. The CallRouter sets this field.
|
DBINT |
YES |
RecoveryDay |
Currently not used, set to zero (0).
|
DBINT |
NOT NULL |
ReportingHalfHour |
The value indicates Half Hour boundary interval (0 - 47). Two 15
minute interval records will have a unique half hour boundary value.
|
DBINT |
NULL |
ReportingInterval |
This value indicates the period, in minutes, over which the router
calculates the Call Type and Call Type Skill Group data. The valid
values are 30 (default) or 15.
|
DBINT |
NULL |
ReservedStateTime |
How long an agent is in Reserved state. This is counted using Agent
State.
|
DBINT |
YES |
RouterCallsOffered |
The number of calls routed or queued for the Skill Group in the
reporting interval. The CallRouter sets this field.
This fields does not include local ACD calls, not routed by Unified
ICM. Such calls are counted in the CallsOffered field of Skill_Group
tables.
Note: RouterCallsOffered = RouterCallsAbandToAgent + CallsHandled +
RouterCallsDequeued + RedirectNoAnsCalls + RouterError +
ReserveCalls + RouterCallsAbandQ + RouterCallsAbandDequeued
This field is applicable to Unified CCE environments and to Unified
ICM environments where calls are translation-routed to Skill Groups.
This value is incremented by:
-
CallType short calls, which are counted as abandoned for
Skill Groups. (There is no short call count in the
Skill_Group_Real_Time table.)
-
Calls that are cancelled bis Cancel Queue node and re-queued
to the same Skill Group.
-
Calls that are routed to a Skill Group, re-queried, and
re-queued to the same Skill Group.
Note
|
For precision queue skill groups, this value increments when a
call is sent to a peripheral.
|
|
DBINT |
YES |
RouterCallsAbandToAgent |
In the reporting interval, the number of calls abandoned after they
have been routed to the agent desktop and before they have been
answered (for example, Abandon Ringing). This field is applicable
for Unified CCE systems and for systems where calls are
translation-routed to Skill Groups.
The CallRouter sets this field.
Note
|
For precision queue skill groups, this value counts the number of
calls abandoned after the calls are routed to an agent desktop
and before the calls are answered.
|
|
DBINT |
YES |
RouterCallsDequeued |
The number of calls that were de-queued from this skill group to be routed to another skill group in the reporting interval.
This field is incremented when a call is de-queued by a Cancel Queue node or a Release Call node. This field is applicable
to Unified CCE environments and to ICM environments where calls are translation-routed to Skill Groups.
The CallRouter sets this field.
|
DBINT |
YES |
RouterError |
The number of calls that resulted in an error condition in the
reporting interval.
A few examples of error condition are:
-
CCE Script implementation is unable to find a target for the call due to any scripting or configuration error.
-
The system is unable to route the call to the identified
Agent for any error in the network or device.
-
Calls with mis-configured labels do not use default routing;
for example, when a route has not been defined.
This field is applicable to Unified CCE environments and to Unified
ICM environments where calls are translation-routed to Skill Groups.
The CallRouter sets this field.
Note
|
For precision queue skill groups, this value counts the number of
calls resulting in an error condition after the calls are routed
to an agent desktop.
|
See Router Error Codes for the complete list of RouterError
codes.
|
DBINT |
YES |
RouterCallsAbandDequeued |
The number of calls that were abandoned and de-queued from this skill group. When a call is queued to multiple skill groups
and abandoned, the RouterCallsAbandQ field is incremented for one skill group and RouterCallsAbandDequeued is incremented
for all the other skill groups. The group that is charged with the abandon is the group to which the call had been continuously
queued to the longest at the time of the abandon. Usually, this would be the first group the script queued the call to, unless
a more complicated dequeue, queue, or requeue scenario changes the order.
The term "continuously queued" means that if a call is queued to a
group, later dequeued, and still later requeued, the earlier time in
queue is not used in determining which group the abandon is charged
against.
This field is applicable to Unified CCE environments and to Unified
ICM environments where calls are translation-routed to Skill Groups.
The CallRouter sets this field.
|
DBINT |
YES |
Reserved1 |
Reserved for future use.
|
DBINT |
YES |
Reserved2 |
Reserved for future use.
|
DBINT |
YES |
Reserved3 |
Reserved for future use.
|
DBINT |
YES |
Reserved4 |
Reserved for future use.
|
DBINT |
YES |
Reserved5 |
Reserved for future use.
|
DBFLT4 |
YES |
SkillTargetID |
The SkillTargetID of the skill group. Together with the
SkillGroupSkillTargetID, identifies the skill group member.
|
DBINT |
NOT NULL |
SupervAssistCalls |
Number of calls for which agents received supervisor assistance
during the reporting interval. The value is counted when the
supervisor-assisted call completes, and the database is updated
every reporting. This field is applicable for Unified CCE.
|
DBINT |
YES |
SupervAssistCallsTime |
Number of seconds agents associated with this skill group spent on
supervisor-assisted calls during the reporting interval. The value
is counted when the supervisor-assisted call completes, and the
database is updated every reporting. This field is applicable for
Unified CCE.
|
DBINT |
YES |
ShortCalls |
The number of calls answered by agents associated with this skill
group where the duration of the calls falls short of the
AnsweredShortCalls threshold. You might choose to factor these calls
out of handle time statistics. Inbound ACD short calls are counted
as Handled. AGENT_INSIDE short calls are counted as
InternalCallsRcvd.
|
DBINT |
YES |
ServiceLevel |
Service Level for the skill group during the reporting interval. This
value is computed based on the ServiceLevelCalls,
ServiceLevelCallsoffered, ServiceLevelCallsAband, and CallsDequeued.
There are three types of service level calculations, and they are
determined by the Service Level type chosen in configuration.
They are:
-
Ignore Abandoned Calls ServiceLevel =
ServiceLevelCalls / (ServiceLevelCallsoffered -
ServiceLevelCallsAband - RouterCallsDequeued -
RouterCallsAbandDequeue).
-
Abandoned Calls have Negative Impact ServiceLevel =
ServiceLevelCalls / ServiceLevelCallsoffered -
RouterCallsDequeued - RouterCallsAbandDequeue).
-
Abandoned Calls have Positive Impact ServiceLevel =
(ServiceLevelCalls + ServiceLevelCallsAband) /
(ServiceLevelCallsoffered - RouterCallsDequeued -
RouterCallsAbandDequeue).
Note
|
This field is relevant to the Unified CCE environment only.
|
|
DBFLT4 |
YES |
ServiceLevelCalls |
The total number of calls of this skill group answered within the
service level threshold during the reporting interval. For Skill
Group Interval, ServiceLevelCalls is calculated from when the call
is queued to a skill group or a precision queue, to when the call is
answered.
Calls may abandon while in the Skill Group queue, or they may abandon
after they have been routed to a Skill Group. Calls that abandon
after they are routed to a Skill Group are identified by TCD records
with abandoned call disposition. If the call is queued and abandons
before it is routed to any Skill Groups (within the ServiceLevel
threshold), the Router increments this value for ALL the Skill
Groups this call was queued for. If the call abandons after it was
routed to a Skill Group, that Skill Group will have
ServiceLevelCallsAband incremented. Other Skill Groups have
ServiceLevelCallsDequeued incremented. Dequeuing the call by a
Cancel Node has no impact on ServiceLevelCallsAband. This field is
relevant to the Unified CCE environment only.
With the existence of a network VRU, this value includes time in the
network queue.
|
DBINT |
YES |
ServiceLevelCallsAband |
The total number of calls of this skill group abandoned within the
service level threshold during the reporting interval. For Skill
Group Interval, ServiceLevelCallsAband is calculated from when the
call is queued to a skill group or a precision queue, to when the
call is abandoned.
Calls may abandon while in the Skill Group queue, or they may abandon
after they have been routed to a Skill Group. Calls that abandon
after they are routed to a Skill Group are identified by TCD records
with abandoned call disposition flag. If the call is queued and
abandons before it is routed to any Skill Groups (within the
ServiceLevel threshold), the Router increments this value for ALL
the Skill Groups this call was queued for. If the call abandons
after it was routed to a Skill Group, that Skill Group will have
ServiceLevelCallsAband incremented. This field is relevant to the
Unified CCE environment only.
|
DBINT |
YES |
ServiceLevelCallsDequeue |
The number of queued calls de-queued from a skill group within the
skill ServiceLevel threshold in the reporting interval. Calls may be
de-queued by a Cancel Queue node or de-queued from this Skill Group
to be routed to a different Skill Group.
Note
|
This field is relevant to the Unified CCE environment only.
|
Note
|
With the existence of a network VRU, this value includes time in
the network queue.
|
|
DBINT |
YES |
ServiceLevelError |
The calls that ended in Error state within the skill group Service
Level threshold during the reporting interval.
Note
|
This field is relevant to the Unified CCE environment only.
|
Note
|
With the existence of a network VRU, this value includes time in
the network queue.
|
|
DBINT |
YES |
ServiceLevelRONA |
The calls that redirected on no answer within the Service Level
threshold during the reporting interval. These calls are part of the
ServiceLevelCallsOffered.
Note: This field is relevant to the Unified CCE environment
only.
Note: With the existence of a network VRU, this value includes
time in the network queue.
Note:
"Calls" may include voice calls and nonvoice tasks from third-party
multichannel applications that use the Task
Routing APIs.
|
DBINT |
YES |
ServiceLevelCallsOffered |
The number of calls routed to a skill group or queued for a skill
group in the reporting interval.
Includes the following categories of calls:
-
Calls that are answered within the ServiceLevel threshold.
-
Calls that are abandoned within the ServiceLevel threshold.
-
Calls that are redirected within the ServiceLevel threshold.
(This is consistent with Call Type ServiceLevel).
-
Calls that are not complete after the ServiceLevel threshold
has passed (that is, calls queued longer than the Service
Level threshold).
Note
|
ServicelevelCallsOffered field, calls that encountered an
error are counted, irrespective of how the calls ended
(within or beyond the threshold). You can use the
RouterError field to exclude all the erroneous calls and
ServiceLevelError field to exclude erroneous calls before
threshold.
|
Note
|
This field is relevant to the Unified CCE environment only.
|
Note
|
With the existence of a network VRU, this value includes time in
the network queue.
|
|
DBINT |
YES |
TimeZone |
The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value
is negative for time zones to the east of UTC and positive for time zones to the west of UTC.
|
DBINT |
NOT NULL |
TalkInTime |
Number of seconds agents associated with this skill group spent
talking on inbound ACD calls (neither internal nor outbound) during
the reporting interval. TalkInTime is included in the calculation of
TalkTime and LoggedOnTime.
|
DBINT |
YES |
TalkOutTime |
Number of seconds agents associated with this skill group spent
talking on external outbound or consultative transfer calls during
the reporting interval. TalkOutTime is included in the calculation
of TalkTime and LoggedOnTime.
|
DBINT |
YES |
TalkOtherTime |
Number of seconds agents spent talking on other calls (neither
inbound nor outbound) during the reporting interval. Examples of
other calls include agent-to-agent transfers and supervisor calls.
TalkOtherTime is included in the calculation of TalkTime and
LoggedOnTime.
|
DBINT |
YES |
TransferInCalls |
Number of calls transferred into the skill group during the reporting
interval. The value is counted when the after-call work time
associated with the call (if any) is completed, and the database is
updated every reporting. In Unified CCE with a Unified CCE System
PG, a call is counted as offered when it is sent to a skill group.
In Unified CCE, a call is counted as offered only when it is
answered. This field is applicable for both Unified ICM and Unified
CCE.
Note
|
For blind transfers in Unified CCE with a Unified CCE System PG,
this field updates when the call that is blind transferred to a
VRU is subsequently transferred to another agent and the agent
answers the call. For this call scenario, this field is not
updated in Unified CCE without a Unified CCE System PG.
|
Note:
"Calls" may include voice calls and non-voice tasks from ECE or
third-party multichannel applications that use the Task
Routing APIs.
|
DBINT |
YES |
TalkTime |
Total seconds agents associated with this skill group were in the
Talking state during the reporting interval.
This value is based on the following:
-
TalkInTime
-
TalkOutTime
-
TalkOtherTime
-
TalkAutoOutTime
-
TalkPreviewTime
-
TalkReservedTime
|
DBINT |
YES |
TransferInCallsTime |
Number of seconds agents associated with this skill group spent
handling transferred in calls that ended during this reporting
interval. The value is counted when the after-call work time
associated with the call (if any) is completed, and the database is
updated every reporting.
Note: For blind transfers in 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.
Note:
"Calls" may include voice calls and nonvoice tasks from ECE or
third-party multichannel applications that use the Task
Routing APIs.
|
DBINT |
YES |
TransferOutCalls |
Number of calls transferred out of the skill group during the
reporting interval. The value is counted when the after-call work
time associated with the call (if any) is completed, and the
database is updated every reporting.
Note:
"Calls" may include voice calls and nonvoice tasks from ECE or
third-party multichannel applications that use the Task
Routing APIs.
|
DBINT |
YES |
TalkAutoOutTime |
Number of seconds the agent spent talking on AutoOut (predictive)
calls during the reporting interval. TalkAutoOutTime is included in
the calculation of LoggedOnTime.
|
DBINT |
YES |
TalkPreviewTime |
Number of seconds the agent spent talking on outbound Preview calls
during the reporting interval. TalkAutoOutTime is included in the
calculation of LoggedOnTime.
|
DBINT |
YES |
TalkReserveTime |
Number of seconds the agent spent talking on agent reservation calls
during the reporting interval. TalkReserveTime is included in the
calculation of LoggedOnTime.
|
DBINT |
YES |
WorkNotReadyTime |
Total time in seconds agents associated with this skill group were in
the WORK_NOT_READY state during the reporting interval.
WorkNotReadyTime is included as in the calculation of LoggedOnTime.
|
DBINT |
YES |
WorkReadyTime |
Total seconds agents in the skill group were in the WORK_READY state
for tasks associated with this skill group that ended during this
reporting interval. WorkReadyTime is included in the calculation of
LoggedOnTime.
|
DBINT |
YES |
WhisperCalls |
The number of calls coached either by the supervisor or by the agent.
This field is applicable for Unified CCE only.
|
DBINT |
YES |