|
|
|
% abandoned |
agteam05：Agent Task Detail Performance agtskg05：Agent Task Detail Performance caltyp21：Call Type Half Hour Report caltyp22：Call Type Daily Report entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily |
% active/talking agents |
perskg03：Peripheral Skill Group Agent State Status Real Time |
% available agents |
perskg03：Peripheral Skill Group Agent State Status Real Time |
% busy |
trkgrp23：IVR Ports Performance Half Hour |
% handled tasks |
perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily |
% idle |
perskg03：Peripheral Skill Group Agent State Status |
% incoming tasks |
agteam04：Agent Task Detail Activity |
% intercept |
agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily |
% internal hold |
agtskg05：Agent Task Detail Performance |
% internal tasks |
agteam04：Agent Task Detail Activity |
% interrupted |
perskg03：Peripheral Skill Group Agent State Status |
% not ready agents |
perskg03：Peripheral Skill Group Agent State Status Real Time |
% outgoing tasks |
agteam04：Agent Task Detail Activity |
% queued tasks |
caltyp21：Call Type Half Hour caltyp22：Call Type Daily |
% reserved |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily |
% time abandoned while offer time |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
% time active/talking |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily entskg03：Enterprise Skill Group Agent Status entskg09：Enterprise Skill Group Normalized Agent State entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily perskg09：Peripheral Skill Group Normalized Agent State perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily |
% time available |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily entskg03：Enterprise Skill Group Agent Status entskg09：Enterprise Skill Group Normalized Agent State entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily perskg09：Peripheral Skill Group Normalized Agent State perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily |
% time busy other |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily |
% time callback messages |
agent04：Agent Task Detail Activity agteam04：Agent Task Detail Activity agtper04：Agent Peripheral Task Detail Activity agtskg04：Agent Task Detail Activity |
% time conferenced in tasks |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
% time conferenced out tasks |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
% time external out tasks |
agent04：Agent Task Detail Activity agtper04：Agent Peripheral Task Detail Activity agtskg04：Agent Task Detail Activity |
% time handled |
agent04：Agent Task Detail Activity agtper04：Agent Peripheral Task Detail Activity agtskg04：Agent Task Detail Activity entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily |
% time hold tasks |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily Report#Percent_Hold_Time agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg05：Agent Task Detail Performance agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily |
% time idle |
entskg03：Enterprise Skill Group Agent Status |
% time incoming hold tasks |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
% time internal hold tasks |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
% time internal out |
agent04：Agent Task Detail Activity agtper04：Agent Peripheral Task Detail Activity agtskg04：Agent Task Detail Activity |
% time interrupted |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily |
% time not ready |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily entskg09：Enterprise Skill Group Normalized Agent State entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily perskg09：Peripheral Skill Group Normalized Agent State perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily |
% time outgoing hold tasks |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
% time supervisor assisted tasks |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
% time utilization |
entskg05：Enterprise Skill Group % Utilization of Ready Agents entskg20：Enterprise Skill Group Status Real Time entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg27：Enterprise Skill Group Historical All Fields entskg28：Enterprise Skill Group Real Time All Fields perskg05：Peripheral Skill Group % Utilization of Ready Agents perskg20：Peripheral Skill Group Status Real Time perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg27：Peripheral Skill Group Historical All Fields |
% time wrap up |
agent04：Agent Task Detail Activity agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agteam04：Agent Task Detail Activity agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper04：Agent Peripheral Task Detail Activity agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg04：Agent Task Detail Activity agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily entskg03：Enterprise Skill Group Agent Status entskg09：Enterprise Skill Group Normalized Agent State entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily |
% utilization 5 |
perskg28：Peripheral Skill Group Real Time All Fields |
% wrap up agents |
perskg03：Peripheral Skill Group Agent State Status Real Time |
abandoned hold tasks |
agent22：Agent Task Summary Daily agent05：Agent Task Detail Performance agent21：Agent Task Summary Half Hour agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agteam05：Agent Task Detail Performance agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agtper05：Agent Peripheral Task Detail Performance agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtskg05：Agent Task Detail Performance agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields |
abandoned queue |
entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entsvc23：Enterprise Service Real Time All Fields entsvc24：Enterprise Service Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily persvc26：Peripheral Service All Fields Historical |
abandoned queue 30 |
persvc27：Peripheral Service Real Time All Fields |
abandoned queue 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
abandoned queue today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
abandoned ring |
agtper27：Agent Peripheral Historical All Fields agteam27：Agent Team Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg27：Peripheral Skill Group Historical All Fields |
abandoned ring time |
agtper27：Agent Peripheral Historical All Fields agteam27：Agent Team Historical All Fields |
abandoned short tasks |
persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service IVR Queue Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily |
abandoned tasks |
agent 22：Agent Task Summary Daily agent21：Agent Task Summary Half Hour agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agteam27：Agent Team Historical All Fields agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields caltyp05：Analysis of Calls Half Hour caltyp21：Call Type Half Hour caltyp22：Call Type Daily entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg27：Enterprise Skill Group Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service IVR Queue Daily |
abandoned tasks（続き） |
persvc22：Peripheral Service IVR Self Service Half Hour persvc23：Peripheral Service IVR Self Service Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily trkgrp12：Trunks Historical All Fields |
abandoned tasks 30 |
trkgrp04：Trunks Historical All Fields |
abandoned tasks 5 |
caltyp20：Call Type Real Time |
abandoned tasks today |
trkgrp04：Trunks Historical All Fields |
abandoned wait time |
persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service IVR Queue Daily persvc22：Peripheral Service IVR Self Service Half Hour persvc23：Peripheral Service IVR Self Service Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily |
abandoned while offered average time |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
abandoned while offered tasks |
agent05：Agent Task Detail Performance agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent25：Agent Consolidated Half Hour agent26：Agent Consolidated Daily agteam05：Agent Task Detail Performance agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper05：Agent Peripheral Task Detail Performance agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg05：Agent Task Detail Performance agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily |
abandoned while offered time |
agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
abandoned within service level |
caltyp20：Call Type Real Time caltyp21：Call Type Half Hour caltyp22：Call Type Daily |
active in agents |
perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields |
active in tasks |
entskg20：Enterprise Skill Group Status Real Time entskg28：Enterprise Skill Group Real Time All Fields |
active in time |
entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
active in time 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
active other agents |
perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields |
active other tasks |
entskg28：Enterprise Skill Group Real Time All Fields |
active other time |
entskg27：Enterprise Skill Group Historical All Fields |
active other time 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
active out agents |
perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields |
active out tasks |
entskg20：Enterprise Skill Group Status Real Time entskg28：Enterprise Skill Group Real Time All Fields |
active out time |
entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
active out time 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
active skill group |
agent20：Agent Real Time agteam20：Agent Team Real Time agtper20：Agent Peripheral Real Time |
active tasks |
agteam02：Agent Team Status agtskg20：Agent Skill Group Real Time |
active time |
agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields |
active time 30 |
entskg27：Enterprise Skill Group Historical All Fields |
active time 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
agent enterprise name |
agent03：Agent Media Logout Status agtper03：Agent Peripheral Media Logout Status agtskg03：Agent Skill Group Logout Status |
agent name |
agent03：Agent Media Logout Status agent04：Agent Task Detail Activity agent05：Agent Task Detail Performance agent06：Agent State Trace Detail By Events agent20：Agent Real Time agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agent28：Agent Real Time All Fields agteam02：Agent Team Status agteam04：Agent Task Detail Activity agteam05：Agent Task Detail Performance agteam20：Agent Team Real Time agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agteam28：Agent Team Real Time All Fields agtper03：Agent Peripheral Media Logout Status agtper04：Agent Peripheral Task Detail Activity agtper05：Agent Peripheral Task Detail Performance agtper20：Agent Peripheral Real Time agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour |
agent name（続き） |
agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtper28：Agent Peripheral Real Time All Fields agtskg03：Agent Skill Group Logout Status agtskg04：Agent Task Detail Activity agtskg05：Agent Task Detail Performance agtskg07：Agent Task Analysis agtskg20：Agent Skill Group Real Time agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields agtskg28：Agent Skill Group Real Time All Fields entskg29：Enterprise Skill Group Logout Real Time perskg29：Peripheral Skill Group Logout Real Time |
agent out on hold |
perskg27：Peripheral Skill Group Historical All Fields |
agent out on hold time |
perskg27：Peripheral Skill Group Historical All Fields |
agent out talk time |
perskg27：Peripheral Skill Group Historical All Fields |
agent out tasks |
perskg27：Peripheral Skill Group Historical All Fields |
agent out time |
perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields |
agent state |
agent06：Agent State Trace Detail By Events agent20：Agent Real Time agent28：Agent Real Time All Fields agteam02：Agent Team Status agteam20：Agent Team Real Time agteam28：Agent Team Real Time All Fields agtper20：Agent Peripheral Real Time agtper28：Agent Peripheral Real Time All Fields agtskg20：Agent Skill Group Real Time agtskg28：Agent Skill Group Real Time All Fields |
agent team |
agteam02：Agent Team Status agteam04：Agent Task Detail Activity agteam05：Agent Task Detail Performance agteam20：Agent Team Real Time agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agteam28：Agent Team Real Time All Fields |
agent terminated tasks |
agent27：Agent Historical All Fields Report agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields |
all busy 30 |
trkgrp04：Trunks Historical All Fields |
all busy today |
trkgrp04：Trunks Historical All Fields |
all ports busy |
trkgrp20：All Ports Busy Real Time trkgrp22：IVR Ports Status Real Time trkgrp23：IVR Ports Performance Half Hour |
all trunks busy |
trkgrp12：Trunks Historical All Fields |
answer wait time |
agent 27：Agent Historical All Fields agtper27：Agent Peripheral Historical All Fields agteam27：Agent Team Historical All Fields agtskg27：Agent Skill Group Historical All Fields caltyp23：Call Type Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields persvc26：Peripheral Service All Fields Historical |
answer wait time 30 |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
answer wait time 5 |
caltyp24：Call Type Real Time All Fields entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
answer wait time today |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
answered 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
answered 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
answered tasks |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields persvc26：Peripheral Service Historical All Fields |
answered today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out handle time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
auto out hold tasks |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
auto out hold tasks 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out hold tasks today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out hold time |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
auto out hold time today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out talk + hold time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
auto out talk time |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
auto out talk time 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out talk time 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out talk time today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out tasks |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
auto out tasks 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out tasks 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out tasks hold 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out tasks hold time 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out tasks hold time 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out tasks now |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out tasks today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out time |
agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
auto out time 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out time 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
auto out time today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
available 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
available agents |
entskg20：Enterprise Skill Group Status Real Time entskg28：Enterprise Skill Group Real Time All Fields perskg01：Peripheral Skill Group Status Real Time perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields |
available in MRD |
agent04：Agent Task Detail Activity agent20：Agent Real Time agteam20：Agent Team Real Time agtper20：Agent Peripheral Real Time agtskg04：Agent Task Detail Activity agtskg20：Agent Skill Group Real Time |
available time |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent27：Agent Historical All Fields agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam27：Agent Team Historical All Fields agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg01：Enterprise Skill Group Status Real Time entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
available time 5 |
entskg28：Enterprise Skill Group Real Time All Fields |
average abandoned wait |
persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service IVR Queue Daily persvc22：Peripheral Service IVR Self Service Half Hour persvc23：Peripheral Service IVR Self Service Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily |
average abandoned delay time |
caltyp21：Call Type Half Hour caltyp22：Call Type Daily |
average active time |
entskg20：Enterprise Skill Group Status Real Time entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily perskg20：Peripheral Skill Group Status Real Time perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily |
average delay in queue |
caltyp05：Analysis of Calls Half Hour entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical persvc27：Peripheral Service Real Time All Fields |
average delay queue abandoned |
entsvc23：Enterprise Service Real Time All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
average delay queue abandoned 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
average delay queue time |
persvc26：Peripheral Service All Fields Historical |
average handle active time 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
average handle talk time |
entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Real Time All Fields |
average handle time（AHT） |
agent04：Agent Task Detail Activity agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper04：Agent Peripheral Task Detail Activity agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg04：Agent Task Detail Activity agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily entskg20：Enterprise Skill Group Status Real Time entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields perskg20：Peripheral Skill Group Status Real Time perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields persvc22：Peripheral Service IVR Self Service Half Hour persvc23：Peripheral Service IVR Self Service Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily persvc26：Peripheral Service All Fields Historical |
average handle time（AHT）5 |
perskg28：Peripheral Skill Group Real Time All Fields entskg28：Enterprise Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
average hold time |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily |
average router delay queue 30 |
caltyp23：Call Type Historical All Fields caltyp24：Call Type Real Time All Fields |
average router delay queue 5 |
caltyp24：Call Type Real Time All Fields |
average router delay queue now |
caltyp24：Call Type Real Time All Fields |
average router delay queue today |
caltyp24：Call Type Real Time All Fields |
average speed of answer（ASA） |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily caltyp21：Call Type Half Hour caltyp22：Call Type Daily entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entsvc24：Enterprise Service Historical All Fields perskg20：Peripheral Skill Group Status Real Time perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily persvc26：Peripheral Service All Fields Historical |
average speed of answer（ASA） 5 |
caltyp20：Call Type Real Time entskg20：Enterprise Skill Group Status Real Time entsvc23：Enterprise Service Real Time All Fields perskg20：Peripheral Skill Group Status Real Time persvc27：Peripheral Service Real Time All Fields |
average speed of answer（ASA） time |
entsvc24：Enterprise Service Historical All Fields |
average talking time（ATT） |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
average talking time5（ATT） |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
average wrap up time（AWT） |
entskg24：Enterprise Skill Group Performance Summary Daily perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily |
barged-in tasks |
agent 22：Agent Task Summary Daily agent21：Agent Task Summary Half Hour agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam27：Agent Team Historical All Fields agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg07：Agent Task Analysis agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily |
blind transfer out |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
busy other number of agents |
entskg20：Enterprise Skill Group Status Real Time entskg28：Enterprise Skill Group Real Time All Fields perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields |
busy other time |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent27：Agent Historical All Fields agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agtper23：Agent Peripheral Performance Summary Half Hour agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields |
busy other time 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
call type |
caltyp04：Task Type Service Level Real Time caltyp05：Analysis of Calls Half Hour caltyp20：Call Type Real Time caltyp21：Call Type Half Hour caltyp22：Call Type Daily caltyp23：Call Type Historical All Fields caltyp24：Call Type Real Time All Fields |
callback message time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
callback messages |
agent04：Agent Task Detail Activity agent27：Agent Historical All Fields agteam04：Agent Task Detail Activity agtper04：Agent Peripheral Task Detail Activity agtskg04：Agent Task Detail Activity agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
callback messages average time |
agent04：Agent Task Detail Activity agteam04：Agent Task Detail Activity agtper04：Agent Peripheral Task Detail Activity agtskg04：Agent Task Detail Activity |
campaign |
agent28：Agent Real Time All Fields agtskg28：Agent Skill Group Real Time All Fields |
conferenced in tasks |
agent05：Agent Task Detail Performance agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent27：Agent Historical All Fields agteam05：Agent Task Detail Performance agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam27：Agent Team Historical All Fields agtper05：Agent Peripheral Task Detail Performance agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg05：Agent Task Detail Performance agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg27：Enterprise Skill Group Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg27：Peripheral Skill Group Historical All Fields |
conferenced in tasks average time |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
conferenced in time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
conferenced out tasks |
agent 22：Agent Task Summary Daily agent05：Agent Task Detail Performance agent21：Agent Task Summary Half Hour agent27：Agent Historical All Fields agteam05：Agent Task Detail Performance agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam27：Agent Team Historical All Fields agtper05：Agent Peripheral Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg05：Agent Task Detail Performance agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg27：Enterprise Skill Group Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg27：Peripheral Skill Group Historical All Fields |
conferenced out tasks average time |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Peripheral Task Detail Performance |
conferenced out time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
consulted tasks |
agent 22：Agent Task Summary Daily agent21：Agent Task Summary Half Hour agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam27：Agent Team Historical All Fields agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
consulted time |
entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
customer account |
agent28：Agent Real Time All Fields agtskg28：Agent Skill Group Real Time All Fields |
customer phone |
agent28：Agent Real Time All Fields agtskg28：Agent Skill Group Real Time All Fields |
date and time |
agent06：Agent State Trace Detail By Events agent21：Agent Task Summary Half Hour agent 22：Agent Task Summary Daily agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agent28：Agent Real Time All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtper28：Agent Peripheral Real Time All Fields agtskg07：Agent Task Analysis agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields agtskg28：Agent Skill Group Real Time All Fields caltyp05：Analysis of Calls Half Hour |
date and time（続き） |
caltyp21：Call Type Half Hour caltyp22：Call Type Daily caltyp23：Call Type Historical All Fields caltyp24：Call Type Real Time All Fields entskg08：FTE for Enterprise Skill Group Half Hour entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields entskg28：Enterprise Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields entsvc24：Enterprise Service Historical All Fields perskg08：FTE for Peripheral Skill Groups Half Hour perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service IVR Queue Daily persvc22：Peripheral Service IVR Self Service Half Hour persvc23：Peripheral Service IVR Self Service Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily persvc26：Peripheral Service All Fields Historical persvc27：Peripheral Service Real Time All Fields trkgrp04：Trunks Historical All Fields trkgrp12：Trunks Historical All Fields trkgrp23：IVR Ports Performance Half Hour |
default label |
caltyp20：Call Type Real Time |
default treatment |
caltyp21：Call Type Half Hour caltyp22：Call Type Daily |
delay queue abandoned |
entsvc23：Enterprise Service Real Time All Fields |
delay queue abandoned 5 |
caltyp24：Call Type Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
delay queue abandoned time |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
delay time in queue |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
destination |
agent20：Agent Real Time agent28：Agent Real Time All Fields agteam20：Agent Team Real Time agteam28：Agent Team Real Time All Fields agtper20：Agent Peripheral Real Time agtper28：Agent Peripheral Real Time All Fields agtskg20：Agent Skill Group Real Time agtskg28：Agent Skill Group Real Time All Fields |
direct in tasks |
agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily |
direct in time |
agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily |
direction |
agent20：Agent Real Time agent28：Agent Real Time All Fields agteam20：Agent Team Real Time agteam28：Agent Team Real Time All Fields agtper20：Agent Peripheral Real Time agtper28：Agent Peripheral Real Time All Fields agtskg20：Agent Skill Group Real Time agtskg28：Agent Skill Group Real Time All Fields |
duration in current state |
agent20：Agent Real Time agent28：Agent Real Time All Fields agteam02：Agent Team Status agteam20：Agent Team Real Time agteam28：Agent Team Real Time All Fields agtper20：Agent Peripheral Real Time agtper28：Agent Peripheral Real Time All Fields agtskg20：Agent Skill Group Real Time agtskg28：Agent Skill Group Real Time All Fields |
emergency assisted tasks |
agent 22：Agent Task Summary Daily agent21：Agent Task Summary Half Hour agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam27：Agent Team Historical All Fields agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg07：Agent Task Analysis agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily |
enterprise name |
caltyp05：Analysis of Tasks Half Hour caltyp20：Call Type Real Time caltyp21：Call Type Half Hour caltyp22：Call Type Daily caltyp23：Call Type Historical All Fields caltyp24：Call Type Real Time All Fields persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service for IVR Queue Daily persvc22：Peripheral Service IVR Self-Service Half Hour persvc23：Peripheral Service IVR Self-Service Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily persvc26：Peripheral Service Historical All Fields persvc27：Peripheral Service Real Time All Fields trkgrp04：Trunks Real Time All Fields trkgrp12：Trunks Historical All Fields |
enterprise service |
entsvc23：Enterprise Service Real Time All Fields entsvc24：Enterprise Service Historical All Fields |
enterprise skill group |
entskg04：Rolling 5Minute Enterprise Skill Group Status entskg05：Enterprise Skill Group % Utilization of Ready Agents entskg08：FTE for Enterprise Skill Group Half Hour entskg09：Enterprise Skill Group Normalized Agent State entskg20：Enterprise Skill Group Status Real Time entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields entskg28：Enterprise Skill Group Real Time All Fields entskg29：Enterprise Skill Group Logout Real Time |
error count |
caltyp23：Call Type Historical All Fields |
error count 30 |
caltyp24：Call Type Real Time All Fields |
error count today |
caltyp24：Call Type Real Time All Fields |
event name |
agent06：Agent State Trace Detail By Events |
expected delay |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
extension（phone number） |
agent20：Agent Real Time agent28：Agent Real Time All Fields agteam20：Agent Team Real Time agteam28：Agent Team Real Time All Fields agtper20：Agent Peripheral Real Time agtper28：Agent Peripheral Real Time All Fields agtskg20：Agent Skill Group Real Time agtskg28：Agent Skill Group Real Time All Fields |
external out average time |
agent04：Agent Task Detail Activity agtper04：Agent Peripheral Task Detail Activity agtskg04：Agent Task Detail Activity |
external out tasks |
agent 22：Agent Task Summary Daily agent04：Agent Task Detail Activity agent21：Agent Task Summary Half Hour agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam22：Agent Team Task Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agtper04：Agent Peripheral Task Detail Activity agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg04：Agent Task Detail Activity agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily |
external out time |
agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily |
forced closed tasks |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
FTE active |
entskg08：FTE for Enterprise Skill Group Half Hour perskg08：FTE for Peripheral Skill Groups Half Hour |
FTE active5 |
entskg04：Rolling 5-Minute Enterprise Skill Group Status perskg04：Rolling 5-minute Peripheral Skill Group Status |
FTE avail |
entskg08：FTE for Enterprise Skill Group Half Hour perskg08：FTE for Peripheral Skill Groups Half Hour |
FTE avail5 |
entskg04：Rolling 5-Minute Enterprise Skill Group Status perskg04：Rolling 5-minute Peripheral Skill Group Status |
FTE busy other |
entskg08：FTE for Enterprise Skill Group Half Hour perskg08：FTE for Peripheral Skill Groups Half Hour |
FTE busy other5 |
entskg04：Rolling 5-Minute Enterprise Skill Group Status perskg04：Rolling 5-minute Peripheral Skill Group Status |
FTE hold |
perskg08：FTE for Peripheral Skill Groups Half Hour |
FTE hold5 |
entskg04：Rolling 5-Minute Enterprise Skill Group Status perskg04：Rolling 5-minute Peripheral Skill Group Status |
FTE interrupted |
perskg08：FTE for Peripheral Skill Groups Half Hour |
FTE interrupted5 |
entskg04：Rolling 5-Minute Enterprise Skill Group Status perskg04：Rolling 5-minute Peripheral Skill Group Status |
FTE log on |
entskg08：FTE for Enterprise Skill Group Half Hour perskg08：FTE for Peripheral Skill Groups Half Hour |
FTE log on5 |
entskg04：Rolling 5-Minute Enterprise Skill Group Status perskg04：Rolling 5-minute Peripheral Skill Group Status |
FTE not ready |
entskg08：FTE for Enterprise Skill Group Half Hour perskg08：FTE for Peripheral Skill Groups Half Hour |
FTE not ready5 |
entskg04：Rolling 5-Minute Enterprise Skill Group Status perskg04：Rolling 5-minute Peripheral Skill Group Status |
FTE reserved |
perskg08：FTE for Peripheral Skill Groups Half Hour |
FTE reserved5 |
entskg04：Rolling 5-Minute Enterprise Skill Group Status perskg04：Rolling 5-minute Peripheral Skill Group Status |
FTE wrap up |
entskg08：FTE for Enterprise Skill Group Half Hour perskg08：FTE for Peripheral Skill Groups Half Hour |
FTE wrap up5 |
entskg04：Rolling 5-Minute Enterprise Skill Group Status perskg04：Rolling 5-minute Peripheral Skill Group Status |
handled 30 |
caltyp24：Call Type Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
handled 5 |
caltyp20：Call Type Real Time caltyp24：Call Type Real Time All Fields entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
handled active 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
handled average time |
agent04：Agent Task Detail Activity agtper04：Agent Peripheral Task Detail Activity agtskg04：Agent Task Detail Activity |
handled talk/active time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
handled tasks |
agent04：Agent Task Detail Activity agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agtper04：Agent Peripheral Task Detail Activity agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtskg04：Agent Task Detail Activity agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields caltyp21：Call Type Half Hour caltyp22：Call Type Daily caltyp23：Call Type Historical All Fields entskg20：Enterprise Skill Group Status Real Time entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields entsvc23：Enterprise Service Real Time All Fields entsvc24：Enterprise Service Historical All Fields |
handled tasks（続き） |
perskg20：Peripheral Skill Group Status Real Time perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields persvc22：Peripheral Service IVR Self Service Half Hour persvc23：Peripheral Service IVR Self Service Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily persvc26：Peripheral Service All Fields Historical |
handled time |
agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg27：Agent Skill Group Historical All Fields caltyp23：Call Type Historical All Fields entsvc24：Enterprise Service Historical All Fields perskg27：Peripheral Skill Group Historical All Fields persvc26：Peripheral Service All Fields Historical persvc27：Peripheral Service Real Time All Fields |
handled time 30 |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
handled time 5 |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
handled time today |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
handled today |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
hold（incoming, internal, or outgoing） tasks |
agent05：Agent Task Detail Performance agent 22：Agent Task Summary Daily agent21：Agent Task Summary Half Hour agent27：Agent Historical All Fields agteam05：Agent Task Detail Performance agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam27：Agent Team Historical All Fields agteam28：Agent Team Real Time All Fields agtper05：Agent Peripheral Task Detail Performance agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper27：Agent Peripheral Historical All Fields agtper28：Agent Peripheral Real Time All Fields agtskg05：Agent Task Detail Performance agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg27：Agent Skill Group Historical All Fields agtskg28：Agent Skill Group Real Time All Fields entskg27：Enterprise Skill Group Historical All Fields entskg28：Enterprise Skill Group Real Time All Fields perskg27：Peripheral Skill Group Historical All Fields |
hold（incoming, internal, or outgoing） time |
agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam27：Agent Team Historical All Fields agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields persvc26：Peripheral Service All Fields Historical |
hold number of agents |
entskg20：Enterprise Skill Group Status Real Time perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields |
hold time 30 |
caltyp23：Call Type Historical All Fields caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
hold time 5 |
caltyp24：Call Type Real Time All Fields entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
hold time today |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
ICM task key |
agent06：Agent State Trace Detail By Events |
ICR default routed |
caltyp23：Call Type Historical All Fields |
ICR default routed 30 |
caltyp24：Call Type Real Time All Fields |
ICR default routed today |
caltyp24：Call Type Real Time All Fields |
idle |
perskg01：Peripheral Skill Group Status Real Time trkgrp04：Trunks Real Time All Fields trkgrp12：Trunks Historical All Fields |
idle time |
entskg01：Enterprise Skill Group Status Real Time |
in now |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
in progress |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
in service |
trkgrp12：Trunks Historical All Fields trkgrp21：IVR Ports Idle & In Service Real Time |
in service |
trkgrp04：Trunks Historical All Fields |
in service time |
trkgrp12：Trunks Historical All Fields |
in service time 30 |
trkgrp04：Trunks Historical All Fields |
in service time today |
trkgrp04：Trunks Historical All Fields |
inbound time |
trkgrp12：Trunk Group Historical All Fields |
inbound time 30 |
trkgrp04：Trunk Group Real Time All Fields |
inbound time today |
trkgrp04：Trunk Group Real Time All Fields |
incoming 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields trkgrp04：Trunks Historical All Fields |
incoming 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
incoming handle time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
incoming hold tasks average time |
agent05：Agent Task Detail Performance agteam04：Agent Task Detail Activity agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
incoming hold tasks total |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
incoming redirect no answer tasks |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
incoming short tasks |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
incoming task average time |
agteam04：Agent Task Detail Activity |
incoming tasks |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical trkgrp12：Trunks Historical All Fields |
incoming tasks abandoned hold |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
incoming tasks abandoned while offered |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
incoming tasks abandoned while on hold |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
incoming tasks answer wait time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
incoming tasks answered |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
incoming tasks handle time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
incoming tasks handled |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
incoming tasks now |
persvc27：Peripheral Service Real Time All Fields trkgrp04：Trunks Historical All Fields |
incoming tasks talk in time |
agent27：Agent Historical All Fields |
incoming tasks time |
trkgrp12：Trunks Historical All Fields |
incoming tasks time today |
trkgrp04：Trunks Historical All Fields |
incoming tasks total |
agteam04：Agent Task Detail Activity |
incoming time 30 |
trkgrp04：Trunks Historical All Fields |
incoming today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields trkgrp04：Trunks Historical All Fields |
incomplete tasks |
caltyp23：Call Type Historical All Fields |
intercepted tasks |
agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam27：Agent Team Historical All Fields agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg07：Agent Task Analysis agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily |
internal hold tasks |
agent05：Agent Task Detail Performance agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent27：Agent Historical All Fields agteam05：Agent Task Detail Performance agteam27：Agent Team Historical All Fields agtper05：Agent Peripheral Task Detail Performance agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg05：Agent Task Detail Performance agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
internal hold tasks average time |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
internal hold tasks time |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
internal in tasks |
agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent27：Agent Historical All Fields agteam04：Agent Task Detail Activity agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg27：Enterprise Skill Group Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg27：Peripheral Skill Group Historical All Fields |
internal in tasks average time |
agteam04：Agent Task Detail Activity |
internal in time |
agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
internal out tasks |
agent04：Agent Task Detail Activity agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agtper04：Agent Peripheral Task Detail Activity agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtskg04：Agent Task Detail Activity agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg27：Peripheral Skill Group Historical All Fields |
internal out tasks average time |
agent04：Agent Task Detail Activity agteam04：Agent Task Detail Activity agtper04：Agent Peripheral Task Detail Activity agtskg04：Agent Task Detail Activity |
internal out time |
agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily perskg27：Peripheral Skill Group Historical All Fields |
internal received tasks |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
internal received time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
interrupted number |
perskg01：Peripheral Skill Group Status Real Time entskg20：Enterprise Skill Group Status Real Time perskg20：Peripheral Skill Group Status Real Time |
interrupted time |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily |
IVR ports |
trkgrp20：All Ports Busy Real Time trkgrp22：IVR Ports Status Real Time trkgrp23：IVR Ports Performance Half Hour |
last 30 minutes |
caltyp04：Task Type Service Level Real Time |
last 5 minutes |
caltyp04：Task Type Service Level Real Time |
left queue 5 |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
logged on date and time |
agent03：Agent Media Logout Status agent20：Agent Real Time agent27：Agent Historical All Fields agent28：Agent Real Time All Fields agteam02：Agent Team Status agteam20：Agent Team Real Time agteam28：Agent Team Real Time All Fields agtper03：Agent Peripheral Media Logout Status agtper20：Agent Peripheral Real Time agtper28：Agent Peripheral Real Time All Fields agtskg03：Agent Skill Group Logout Status agtskg20：Agent Skill Group Real Time agtskg28：Agent Skill Group Real Time All Fields perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields |
logged on duration |
agent03：Agent Media Logout Status agent04：Agent Task Detail Activity agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agteam04：Agent Task Detail Activity agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agtper03：Agent Peripheral Media Logout Status agtper04：Agent Peripheral Task Detail Activity agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtskg03：Agent Skill Group Logout Status agtskg04：Agent Task Detail Activity agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily |
logged on duration 5 |
perskg28：Peripheral Skill Group Real Time All Fields |
logged on number of agents |
entskg20：Enterprise Skill Group Status Real Time entskg28：Enterprise Skill Group Real Time All Fields perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields |
logged on time 5 |
entskg28：Enterprise Skill Group Real Time All Fields |
logged out date and time |
agent03：Agent Media Logout Status agtper03：Agent Peripheral Media Logout Status agtskg03：Agent Skill Group Logout Status |
longest available agent |
entskg28：Enterprise Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
longest delay time in queue |
entsvc24：Enterprise Service Historical All Fields |
longest task in queue abandoned time |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
longest task in queue delay time |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
longest task queued |
caltyp20：Call Type Real Time caltyp24：Call Type Real Time All Fields entskg20：Enterprise Skill Group Status Real Time entskg28：Enterprise Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
master script ID |
caltyp24：Call Type Real Time All Fields |
media |
agent 22：Agent Task Summary Daily agent03：Agent Media Logout Status agent04：Agent Task Detail Activity agent05：Agent Task Detail Performance agent06：Agent State Trace Detail By Events agent20：Agent Real Time agent21：Agent Task Summary Half Hour agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agteam02：Agent Team Status agteam04：Agent Task Detail Activity agteam05：Agent Task Detail Performance agteam20：Agent Team Real Time agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agteam28：Agent Team Real Time All Fields agtper03：Agent Peripheral Media Logout Status agtper04：Agent Peripheral Task Detail Activity agtper05：Agent Peripheral Task Detail Performance agtper20：Agent Peripheral Real Time agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtskg03：Agent Skill Group Logout Status |
media（続き） |
agtskg04：Agent Task Detail Activity agtskg05：Agent Task Detail Performance agtskg07：Agent Task Analysis agtskg20：Agent Skill Group Real Time agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily entskg05：Enterprise Skill Group % Utilization of Ready Agents perskg04：Rolling 5-minute Peripheral Skill Group Status perskg08：FTE for Peripheral Skill Groups Half Hour perskg20：Peripheral Skill Group Status Real Time perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg29：Peripheral Skill Group Logout Real Time |
monitored tasks |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
network announcement |
caltyp23：Call Type Historical All Fields |
network announcement 30 |
caltyp24：Call Type Real Time All Fields |
network announcement today |
caltyp24：Call Type Real Time All Fields |
network default routed to half |
caltyp23：Call Type Historical All Fields |
network routed |
caltyp20：Call Type Real Time caltyp21：Call Type Half Hour caltyp22：Call Type Daily |
network routed 30 |
caltyp24：Call Type Real Time All Fields |
network routed today |
caltyp24：Call Type Real Time All Fields |
network targetID |
agent28：Agent Real Time All Fields agteam28：Agent Team Real Time All Fields agtper28：Agent Peripheral Real Time All Fields agtskg28：Agent Skill Group Real Time All Fields |
not ready agents |
entskg20：Enterprise Skill Group Status Real Time entskg28：Enterprise Skill Group Real Time All Fields perskg01：Peripheral Skill Group Status Real Time perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields |
not ready time |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent27：Agent Historical All Fields agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam27：Agent Team Historical All Fields agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg20：Enterprise Skill Group Status Real Time entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
offered |
caltyp21：Call Type Half Hour caltyp22：Call Type Daily caltyp23：Call Type Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entsvc24：Enterprise Service Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg28：Peripheral Skill Group Real Time All Fields persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service IVR Queue Daily persvc22：Peripheral Service IVR Self Service Half Hour persvc23：Peripheral Service IVR Self Service Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily persvc26：Peripheral Service All Fields Historical |
offered 30 |
caltyp23：Call Type Historical All Fields caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
offered 5 |
caltyp20：Call Type Real Time caltyp24：Call Type Real Time All Fields entskg28：Enterprise Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
offered today |
agtskg28：Agent Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
on hold |
agteam28：Agent Team Real Time All Fields agtper28：Agent Peripheral Real Time All Fields |
on hold tasks |
agent28：Agent Real Time All Fields agteam28：Agent Team Real Time All Fields agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily |
on hold time |
agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily |
out tasks 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields trkgrp04：Trunks Historical All Fields |
out tasks 5 |
entskg28：Enterprise Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
out tasks now |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields trkgrp04：Trunks Historical All Fields |
out tasks today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields trkgrp04：Trunks Historical All Fields |
out time 5 |
entskg27：Enterprise Skill Group Historical All Fields entskg28：Enterprise Skill Group Real Time All Fields |
outgoing hold tasks |
agent05：Agent Task Detail Performance agent27：Agent Historical All Fields agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields persvc26：Peripheral Service All Fields Historical |
outgoing hold tasks average time |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
outgoing hold tasks time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields |
outgoing tasks |
agent27：Agent Historical All Fields agent27：Agent Historical All Fields agteam04：Agent Task Detail Activity agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service Historical All Fields trkgrp12：Trunk Group Real Time All Fields |
outgoing tasks active/talk time |
entskg27：Enterprise Skill Group Historical All Fields |
outgoing tasks average time |
agteam04：Agent Task Detail Activity |
outgoing tasks handle time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
outgoing tasks talk + hold time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
outgoing tasks time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields trkgrp12：Trunks Historical All Fields |
outgoing tasks time 30 |
trkgrp04：Trunks Historical All Fields |
outgoing tasks time today |
trkgrp04：Trunks Historical All Fields |
overflow in |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
overflow in 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
overflow in 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
overflow in mode |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
overflow in now |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
overflow in today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
overflow out |
caltyp20：Call Type Real Time caltyp21：Call Type Half Hour caltyp22：Call Type Daily entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
overflow out 30 |
caltyp23：Call Type Historical All Fields caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
overflow out 5 |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
overflow out mode |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
overflow out now |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
overflow out today |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
peripheral |
agtper03：Agent Peripheral Media Logout Status agtper04：Agent Peripheral Task Detail Activity agtper05：Agent Peripheral Task Detail Performance agtper20：Agent Peripheral Real Time agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtper28：Agent Peripheral Real Time All Fields |
peripheral service |
persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service IVR Queue Daily persvc22：Peripheral Service IVR Self Service Half Hour persvc23：Peripheral Service IVR Self Service Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily |
peripheral service level |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
peripheral service level 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
peripheral service level 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
peripheral service level offered 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
peripheral service level offered today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
peripheral service level tasks |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
peripheral service level tasks 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
peripheral service level tasks today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
peripheral service level today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
peripheral service level offered |
persvc26：Peripheral Service All Fields Historical |
ports |
trkgrp22：IVR Ports Status Real Time trkgrp23：IVR Ports Performance Half Hour |
ports idle |
trkgrp21：IVR Ports Idle & In Service Real Time trkgrp22：IVR Ports Status Real Time |
preview handle time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
preview hold time |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
preview hold time 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview hold time 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview hold time today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview talk + hold time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
preview talk time 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview talk time 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview talk time today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview talk/active time |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service Historical All Fields |
preview tasks |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
preview tasks 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview tasks 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview tasks now |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview tasks on hold |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
preview tasks on hold 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview tasks on hold 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview tasks on hold today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview tasks today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview time |
agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
preview time 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview time 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
preview time today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
query rule |
agent28：Agent Real Time All Fields agtskg28：Agent Skill Group Real Time All Fields |
queued 30 |
caltyp05：Analysis of Calls Half Hour caltyp21：Call Type Half Hour entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily |
queued now |
agtskg20：Agent Skill Group Real Time caltyp20：Call Type Real Time entskg04：Rolling 5-Minute Enterprise Skill Group Status entskg20：Enterprise Skill Group Status Real Time entsvc23：Enterprise Service Real Time All Fields perskg04：Rolling 5-minute Peripheral Skill Group Status perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
queued now time |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
queued tasks |
caltyp21：Call Type Half Hour caltyp22：Call Type Daily entsvc24：Enterprise Service Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily persvc26：Peripheral Service All Fields Historical |
ready agents |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
reason code |
agent03：Agent Media Logout Status agent06：Agent State Trace Detail By Events agent20：Agent Real Time agent28：Agent Real Time All Fields agteam02：Agent Team Status agteam20：Agent Team Real Time agteam28：Agent Team Real Time All Fields agtper03：Agent Peripheral Media Logout Status agtper20：Agent Peripheral Real Time agtper28：Agent Peripheral Real Time All Fields agtskg03：Agent Skill Group Logout Status agtskg20：Agent Skill Group Real Time agtskg28：Agent Skill Group Real Time All Fields |
recovery day |
entsvc24：Enterprise Service Historical All Fields trkgrp12：Trunks Historical All Fields |
recovery key |
entsvc24：Enterprise Service Historical All Fields trkgrp12：Trunks Historical All Fields |
redirect no answer tasks |
agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agent27：Agent Historical All Fields agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtskg07：Agent Task Analysis agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg27：Enterprise Skill Group Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg27：Peripheral Skill Group Historical All Fields |
redirect time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
reserved agents |
entskg20：Enterprise Skill Group Status Real Time entskg28：Enterprise Skill Group Real Time All Fields perskg20：Peripheral Skill Group Status Real Time perskg28：Peripheral Skill Group Real Time All Fields |
reserved handled time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
reserved hold tasks 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved hold tasks 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved hold tasks today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved hold time |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
reserved hold time 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved hold time 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved hold time today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved now |
persvc27：Peripheral Service Real Time All Fields |
reserved talk /active time |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
reserved talk + hold time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
reserved talk time 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved talk time 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved talk time today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved tasks |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
reserved tasks 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved tasks 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved tasks on hold |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
reserved time |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent27：Agent Historical All Fields agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam27：Agent Team Historical All Fields agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields perskg27：Peripheral Skill Group Historical All Fields persvc26：Peripheral Service All Fields Historical |
reserved time 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved time 5 |
entskg28：Enterprise Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved time today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
reserved today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
return busy |
caltyp20：Call Type Real Time caltyp21：Call Type Half Hour caltyp22：Call Type Daily caltyp23：Call Type Historical All Fields |
return busy 30 |
caltyp24：Call Type Real Time All Fields |
return busy today |
caltyp24：Call Type Real Time All Fields |
return ring |
caltyp20：Call Type Real Time caltyp21：Call Type Half Hour caltyp22：Call Type Daily caltyp23：Call Type Historical All Fields |
return ring 30 |
caltyp24：Call Type Real Time All Fields |
return ring today |
caltyp24：Call Type Real Time All Fields |
routed |
caltyp05：Analysis of Tasks Half Hour caltyp23：Call Type Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
routed 30 |
entsvc23：Enterprise Service Real Time All Fields |
routed to agents |
persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service IVR Queue Daily persvc22：Peripheral Service IVR Self Service Half Hour persvc23：Peripheral Service IVR Self Service Daily |
routed today |
entsvc23：Enterprise Service Real Time All Fields |
router queue call type limit |
caltyp23：Call Type Historical All Fields |
router queue global limit |
caltyp23：Call Type Historical All Fields |
router queue tasks 30 |
caltyp24：Call Type Real Time All Fields |
router queue tasks 5 |
caltyp24：Call Type Real Time All Fields |
router queue tasks today |
caltyp24：Call Type Real Time All Fields |
router queue wait time |
caltyp23：Call Type Historical All Fields |
router queue wait time 30 |
caltyp24：Call Type Real Time All Fields |
router queue wait time 5 |
caltyp24：Call Type Real Time All Fields |
router queue wait time today |
caltyp24：Call Type Real Time All Fields |
router queued tasks |
caltyp23：Call Type Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
router tasks abandoned queue |
entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
router tasks abandoned queue 30 |
caltyp24：Call Type Real Time All Fields |
router tasks abandoned queue 5 |
caltyp24：Call Type Real Time All Fields |
router tasks abandoned queue today |
caltyp24：Call Type Real Time All Fields |
router tasks queue now |
caltyp24：Call Type Real Time All Fields entskg28：Enterprise Skill Group Real Time All Fields |
router tasks queue now time |
caltyp24：Call Type Real Time All Fields |
script ID |
caltyp24：Call Type Real Time All Fields |
service level tasks queue held |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service |
agent28：Agent Real Time All Fields agteam28：Agent Team Real Time All Fields agtper28：Agent Peripheral Real Time All Fields agtskg28：Agent Skill Group Real Time All Fields |
service level |
caltyp20：Call Type Real Time caltyp21：Call Type Half Hour caltyp22：Call Type Daily entsvc24：Enterprise Service Historical All Fields persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service IVR Queue Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily persvc26：Peripheral Service Historical All Fields |
service level 30 |
caltyp23：Call Type Historical All Fields caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc23：Peripheral Service Real Time All Fields |
service level 5 |
caltyp20：Call Type Real Time caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service level tasks 30 |
caltyp24：Call Type Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service level tasks 5 |
caltyp23：Call Type Historical All Fields caltyp24：Call Type Real Time All Fields persvc26：Peripheral Service Historical All Fields |
service level tasks abandoned |
caltyp23：Call Type Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
service level tasks abandoned 30 |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service level tasks abandoned 5 |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service level tasks abandoned today |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service level tasks answered 30 |
persvc27：Peripheral Service Real Time All Fields |
service level tasks handled 30 |
entsvc23：Enterprise Service Real Time All Fields |
service level tasks handled 5 |
entsvc23：Enterprise Service Real Time All Fields |
service level tasks handled today |
entsvc23：Enterprise Service Real Time All Fields |
service level tasks offered |
caltyp23：Call Type Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
service level tasks offered 30 |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service level tasks offered 5 |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service level tasks offered today |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service level tasks today |
caltyp24：Call Type Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service level today |
caltyp24：Call Type Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
service mode indicator |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
short tasks |
agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields entskg27：Enterprise Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields perskg27：Peripheral Skill Group Historical All Fields persvc26：Peripheral Service All Fields Historical |
short tasks time |
entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
skill group |
agent04：Agent Task Detail Activity agent05：Agent Task Detail Performance agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agent28：Agent Real Time All Fields agteam02：Agent Team Status agtper27：Agent Peripheral Historical All Fields agtper28：Agent Peripheral Real Time All Fields agtskg03：Agent Skill Group Logout Status agtskg04：Agent Task Detail Activity agtskg05：Agent Task Detail Performance agtskg07：Agent Task Analysis agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields agtskg28：Agent Skill Group Real Time All Fields entskg01：Enterprise Skill Group Status Real Time entskg03：Enterprise Skill Group Agent State Status entskg05：Enterprise Skill Group % Utilization of Ready Agents entskg08：FTE for Enterprise Skill Group Half Hour entskg09：Enterprise Skill Group Normalized Agent State entskg20：Enterprise Skill Group Status Real Time entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg23：Enterprise Skill Group Performance Summary Half Hour |
skill group（続き） |
entskg24：Enterprise Skill Group Performance Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields entskg29：Enterprise Skill Group Logout Real Time perskg04：Rolling 5-minute Peripheral Skill Group Status perskg08：FTE for Peripheral Skill Groups Half Hour perskg20：Peripheral Skill Group Status Real Time perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields perskg29：Peripheral Skill Group Logout Real Time |
skill target ID |
entsvc23：Enterprise Service Real Time All Fields persvc26：Peripheral Service All Fields Historical |
supervisor assist tasks average time |
agent05：Agent Task Detail Performance agteam05：Agent Task Detail Performance agtper05：Agent Peripheral Task Detail Performance agtskg05：Agent Task Detail Performance |
supervisor assistance requested |
agent20：Agent Real Time agent28：Agent Real Time All Fields agteam20：Agent Team Real Time agteam28：Agent Team Real Time All Fields agtper20：Agent Peripheral Real Time agtper28：Agent Peripheral Real Time All Fields agtskg20：Agent Skill Group Real Time agtskg28：Agent Skill Group Real Time All Fields |
supervisor assisted tasks |
agent05：Agent Task Detail Performance agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent27：Agent Historical All Fields agteam05：Agent Task Detail Performance agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam27：Agent Team Historical All Fields agtper05：Agent Peripheral Task Detail Performance agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg05：Agent Task Detail Performance agtskg07：Agent Task Analysis agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg23：Enterprise Skill Group Performance Summary Half Hour entskg24：Enterprise Skill Group Performance Summary Daily entskg27：Enterprise Skill Group Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg23：Peripheral Skill Group Performance Summary Half Hour perskg24：Peripheral Skill Group Performance Summary Daily perskg27：Peripheral Skill Group Historical All Fields |
supervisor assisted time |
agent27：Agent Historical All Fields agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields |
supervisor name |
agteam02：Agent Team Status agteam04：Agent Task Detail Activity agteam05：Agent Task Detail Performance agteam20：Agent Team Real Time agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields |
talk in time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
talk other time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg20：Enterprise Skill Group Status Real Time perskg27：Peripheral Skill Group Historical All Fields |
talk out + hold time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
talk time |
agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields entskg01：Enterprise Skill Group Status Real Time entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service All Fields Historical |
talk time 30 |
caltyp23：Call Type Historical All Fields caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
talk time 5 |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
talk time today |
caltyp24：Call Type Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
talk total |
agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily |
talking |
entsvc23：Enterprise Service Real Time All Fields perskg01：Peripheral Skill Group Status Real Time persvc27：Peripheral Service Real Time All Fields |
task ID |
agent06：Agent State Trace Detail By Events |
tasks routed 30 |
caltyp24：Call Type Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
tasks routed today |
caltyp24：Call Type Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
tasks total |
agtskg07：Agent Task Analysis |
terminated other 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
terminated other 5 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
terminated other tasks |
persvc26：Peripheral Service All Fields Historical |
terminated other today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
timezone |
caltyp23：Call Type Historical All Fields entsvc24：Enterprise Service Historical All Fields persvc26：Peripheral Service Historical All Fields trkgrp12：Trunks Historical All Fields |
total abandon wait time |
entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily persvc20：Peripheral Service for IVR Queue Half Hour persvc21：Peripheral Service IVR Queue Daily persvc22：Peripheral Service IVR Self Service Half Hour persvc23：Peripheral Service IVR Self Service Daily persvc24：Peripheral Service Agent Half Hour persvc25：Peripheral Service Agent Daily |
transfered in tasks |
agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields persvc26：Peripheral Service All Fields Historical |
transfered in tasks 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
transfered in tasks 5 |
entskg28：Enterprise Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
transfered in time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields |
transfered in time 5 |
entskg28：Enterprise Skill Group Real Time All Fields |
transfered in today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
transfered out tasks |
agent21：Agent Task Summary Half Hour agent22：Agent Task Summary Daily agent25：Peripheral Agent Consolidated Half Hour agent26：Agent Consolidated Daily agent27：Agent Historical All Fields agteam21：Agent Team Task Summary Half Hour agteam22：Agent Team Task Summary Daily agteam25：Agent Team Consolidated Half Hour agteam26：Agent Team Consolidated Daily agteam27：Agent Team Historical All Fields agtper21：Agent Peripheral Task Summary Half Hour agtper22：Agent Peripheral Task Summary Daily agtper25：Agent Peripheral Consolidated Half Hour agtper26：Agent Peripheral Consolidated Daily agtper27：Agent Peripheral Historical All Fields agtskg21：Agent Skill Group Task Summary Half Hour agtskg22：Agent Skill Group Task Summary Daily agtskg25：Agent Skill Group Consolidated Half Hour agtskg26：Agent Skill Group Consolidated Daily agtskg27：Agent Skill Group Historical All Fields entskg21：Enterprise Skill Group Task Summary Half Hour entskg22：Enterprise Skill Group Task Summary Daily entskg25：Enterprise Skill Group Consolidated Half Hour entskg26：Enterprise Skill Group Consolidated Daily entskg27：Enterprise Skill Group Historical All Fields entsvc24：Enterprise Service Historical All Fields perskg21：Peripheral Skill Group Task Summary Half Hour perskg22：Peripheral Skill Group Task Summary Daily perskg25：Peripheral Skill Group Consolidated Half Hour perskg26：Peripheral Skill Group Consolidated Daily perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields persvc26：Peripheral Service All Fields Historical |
transfered out tasks 30 |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
transfered out tasks 5 |
entskg28：Enterprise Skill Group Real Time All Fields entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
transfered out tasks today |
entsvc23：Enterprise Service Real Time All Fields persvc27：Peripheral Service Real Time All Fields |
trunk ID |
trkgrp04：Trunks Historical All Fields trkgrp12：Trunks Historical All Fields |
trunks idle |
trkgrp12：Trunks Historical All Fields |
wait time in queue |
caltyp05：Analysis of Calls Half Hour |
whisper |
agent27：Agent Historical All Fields agteam27：Agent Team Historical All Fields agtper27：Agent Peripheral Historical All Fields agtskg27：Agent Skill Group Historical All Fields |
work not ready number of agents |
entskg28：Enterprise Skill Group Real Time All Fields perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields |
work not ready time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields |
work not ready time 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
work ready 5 |
entskg28：Enterprise Skill Group Real Time All Fields perskg28：Peripheral Skill Group Real Time All Fields |
work ready agents |
entskg28：Enterprise Skill Group Real Time All Fields perskg27：Peripheral Skill Group Historical All Fields perskg28：Peripheral Skill Group Real Time All Fields |
work ready time |
agent27：Agent Historical All Fields agtskg27：Agent Skill Group Historical All Fields entskg27：Enterprise Skill Group Historical All Fields |
wrap up agents |
entskg20：Enterprise Skill Group Status Real Time perskg01：Peripheral Skill Group Status Real Time perskg20：Peripheral Skill Group Status Real Time |
wrap up time |
agent23：Agent Performance Summary Half Hour agent24：Agent Performance Summary Daily agteam23：Agent Team Performance Summary Half Hour agteam24：Agent Team Performance Summary Daily agteam27：Agent Team Historical All Fields agtper23：Agent Peripheral Performance Summary Half Hour agtper24：Agent Peripheral Performance Summary Daily agtper27：Agent Peripheral Historical All Fields agtskg23：Agent Skill Group Performance Summary Half Hour agtskg24：Agent Skill Group Performance Summary Daily entskg01：Enterprise Skill Group Status Real Time |
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