Proprietary and Table of Contents Information - …M M Proprietary and Table of Contents Information iv 2506-003 - EADS TELECOM North America Revision History The following represents

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Centergy Manager Reports Guide

EADS TELECOM North America - 2506-003 iii

3rd Edition (December, 2002)

© Copyright 2002 EADS TELECOM North America.

2002 EADS TELECOM North America 5057 Keller Springs Road Addison, TX 75001 U.S.A.

Information in this manual is subject to change with product revisions. These changes will be incorporated in new editions of the publications. EADS TELECOM North America may add features or enhancements to the product(s) and/or program(s) described in this manual at any time. EADS TELECOM North America Technical Publications freezes the information in this manual based on the software/hardware release on which the information in the manual is based and will not include updates until the next release.

The software described in this manual is furnished under a license agreement and may be used or copied only in accordance with the terms of the agreement.

The back of this publication contains a reader comment form for your convenience. If the form is missing, address comments to EADS TELECOM North America., Technical Publications Manager, M/S 5A, 5057 Keller Springs Road, Addison, TX 75001 or send E-mail to [email protected] <mailto:[email protected]>. EADS TELECOM North America may use or distribute information, without incurring obligation.

Trademarks and acknowledgements

Centergy™ is a trademark of EADS TELECOM North America.

Intecom E® is a registered trademark of EADS TELECOM North America.

Microsoft®, Windows®, Windows 95®, Windows 98®, Windows 2000®, and Windows NT® are either registered trademarks or trademarks of Microsoft Corporation.

SQL Server® is a registered trademark of Oracle Corporation.

IBM products are registered trademarks of IBM in the United States.

Seagate Crystal Reports™ is a trademark of Crystal Decision.

This document identifies all other products or services mentioned herein by the trademarks, service marks, or product names designated by the companies that market those products. The companies producing these trademarks and registered trademarks control ownership of them. Inquiries concerning such trademarks should be made directly to those companies.

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Revision History

The following represents the revision history of this document:

Revision No.

Date POC Description

03.00 12.30.2002 Technical Publications

Rebraded to EADS TELECOM North America format

02.00 03.29.2001 Bev Marsh Centergy 1.3 updates

01.00 08.08.2001 Bev Marsh Updated information

01.00 08.04.2001 Technical Publications

Developed initial release 1.0

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EADS TELECOM North America -2506-003 v

TABLE OF CONTENTS

Trademarks and acknowledgements .......................................................................... iii

Revision History......................................................................................................... iv

About This Document ..........................................................................xxi An Overview of This Document .............................................................................. xxi

Audience .................................................................................................................. xxi

Organization............................................................................................................. xxi

How to Contact Us .................................................................................................. xxii

References ............................................................................................................... xxii

Centergy Manager Online Help .............................................................................. xxii

Chapter 1 Centergy Reporting ..............................................................1

What are the Centergy Reporting Functions? ..............................................................1

What Can Centergy Reports Provide?..........................................................................1

Creating Reports with Centergy Manager....................................................................1

Reports Document Overview .......................................................................................1

Report Template Types ................................................................................................2

Report Styles ................................................................................................................2

Report Terms................................................................................................................2

Statistic Naming Conventions ......................................................................................2

Statistic Summary ........................................................................................................4

Duration Reporting, Averages, and Start Counters for Interval Statistics....................4

Event Processing ..........................................................................................................6

Session Related Agent States .......................................................................................6

Agent State “Sessions”.................................................................................................6

Received Call Agent States ..........................................................................................8

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Received Ring States....................................................................................................8

Received Talk States ....................................................................................................8

Received Hold States ...................................................................................................9

Placed Call Agent States ..............................................................................................9

Miscellaneous Agent States........................................................................................10

Trunk Statistics...........................................................................................................10

Overview ....................................................................................................................10

Tables .........................................................................................................................11

Trunk Group Table.....................................................................................................11

Trunk Members Table................................................................................................11

Trunk Group Statistics Table .....................................................................................12

Trunk Member Statistics Table ..................................................................................13

Statistic Rollup Types ................................................................................................14

Weighted Averages ....................................................................................................14

Rollup Types ..............................................................................................................14

Example......................................................................................................................15

Moving Average for Average Speed of Answer ........................................................15

Moving Average.........................................................................................................15

Chapter 2 Statistics ...............................................................................17

Statistics Used in the Standard Report Templates......................................................17

Report Template File Names......................................................................................32

Chapter 3 Team Reports ......................................................................35

Team Information Report, Team................................................................................35

Report Details.............................................................................................................35

Team Information Summary Report Fields................................................................36

Report.........................................................................................................................38

Team Information Report, Team, Agent ....................................................................39

Report Details.............................................................................................................39

Team Information Report Fields ................................................................................39

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Report.........................................................................................................................42

Team Information Report, Team, Day .......................................................................43

Report Details.............................................................................................................43

Team Information Daily Report Columns..................................................................43

Report.........................................................................................................................46

Team Information Report, Team, Day, Interval.........................................................47

Report Details.............................................................................................................47

Team Information Interval Report Columns ..............................................................47

Report.........................................................................................................................50

Allocation of Time, Team ..........................................................................................51

Report Details.............................................................................................................51

Agent Team Allocation of Time Report Columns .....................................................51

Report.........................................................................................................................53

Allocation of Time, Team, Agent ..............................................................................54

Report Details.............................................................................................................54

Agent Team Allocation of Time Report Columns .....................................................54

Report.........................................................................................................................57

Average Allocation of Time, Team............................................................................58

Report Details.............................................................................................................58

Agent Team Average Allocation of Time Columns...................................................58

Report.........................................................................................................................60

Average Allocation of Time, Team, Agent ................................................................61

Report Details.............................................................................................................61

Agent Team Average Allocation of Time Columns...................................................61

Report.........................................................................................................................63

Percent Allocation of Time, Team .............................................................................64

Report Details.............................................................................................................64

Agent Team Percent Allocation of Time Report Columns ........................................64

Report.........................................................................................................................67

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Percent Allocation of Time, Team, Agent..................................................................68

Report Details.............................................................................................................68

Percent Agent Allocation of Time Report Columns ..................................................68

Report.........................................................................................................................71

Call Volume Report – Bar Graph, Team, Agent ........................................................72

Report Details.............................................................................................................72

Agent Call Volume Report Columns .........................................................................72

Report.........................................................................................................................74

Percent Time Allocated – Bar Graph, Team, Agent...................................................75

Report Details.............................................................................................................75

Agent Percent Time Allocated Report Columns ........................................................75

Report.........................................................................................................................77

Time Allocated – Bar Graph, Team, Agent ...............................................................78

Report Details.............................................................................................................78

Agent Time Allocated Report Columns .....................................................................78

Report.........................................................................................................................80

Chapter 4 Agent Group Reports .........................................................81

Agent Group Calls Abandoned Report, Agent Group................................................81

Report Details.............................................................................................................81

Agent Group Calls Abandoned Report Columns .......................................................82

Report.........................................................................................................................84

Agent Group Calls Abandoned Report, Agent Group, Day .......................................85

Report Details.............................................................................................................85

Agent Group Calls Abandoned Report Columns .......................................................85

Report.........................................................................................................................88

Agent Group Calls Abandoned Report, Agent Group, Day, Interval.........................89

Report Details.............................................................................................................89

Agent Group Calls Abandoned Report Column Descriptions....................................89

Report.........................................................................................................................92

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Agent Group Calls Answered Report, Agent Group..................................................93

Report Details.............................................................................................................93

Agent Group Calls Answered Report Column Descriptions......................................93

Report.........................................................................................................................95

Agent Group Calls Answered Report, Agent Group, Day .........................................96

Report Details.............................................................................................................96

Agent Group Calls Answered Report Column Descriptions......................................96

Report.........................................................................................................................98

Agent Group Calls Answered Report, Agent Group, Day, Interval ...........................99

Report Details.............................................................................................................99

Agent Group Calls Answered Interval Report Columns ............................................99

Report.......................................................................................................................101

Agent Group Information Report, Agent Group ......................................................102

Report Details...........................................................................................................102

Agent Group Information Summary Column Descriptions .....................................102

Report.......................................................................................................................105

Agent Group Information Report, Agent Group, Day..............................................106

Report Details...........................................................................................................106

Agent Group Information Daily Report Columns....................................................106

Report.......................................................................................................................109

Agent Group Information Report, Agent Group, Day, Interval ...............................110

Report Details...........................................................................................................110

Agent Group Information Summary Column Descriptions .....................................110

Report.......................................................................................................................114

Agent Group Sign On/Off Report, Agent Group, Agent..........................................115

Report Details...........................................................................................................115

Agent Group Sign On/Off by Agent Report Columns .............................................115

Report.......................................................................................................................117

Agent Performance Report, Agent Group, Agent ....................................................118

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Report Details...........................................................................................................118

Agent Performance Report Columns .......................................................................118

Report.......................................................................................................................121

Allocation of Time, Agent Group ............................................................................122

Report Details...........................................................................................................122

Agent Group Allocation of Time Columns ..............................................................122

Report.......................................................................................................................124

Allocation of Time, Agent Group, Agent.................................................................125

Report Details...........................................................................................................125

Agent Group Allocation of Time Columns ..............................................................125

Report.......................................................................................................................128

Average Allocation of Time, Agent Group..............................................................129

Report Details...........................................................................................................129

Agent Group Average Allocation of Time Columns................................................129

Report.......................................................................................................................131

Average Allocation of Time, Agent Group, Agent ..................................................132

Report Details...........................................................................................................132

Agent Group Average Allocation of Time Columns................................................132

Report.......................................................................................................................134

Min Max Average, Agent Group, Day, Interval ......................................................135

Report Details...........................................................................................................135

Agent Group Min Max Agent Average....................................................................135

Report.......................................................................................................................137

Percent Allocation of Time, Agent Group ...............................................................138

Report Details...........................................................................................................138

Agent Group Percent Allocation of Time Columns .................................................138

Report.......................................................................................................................141

Percent Allocation of Time, Agent Group, Agent....................................................142

Report Details...........................................................................................................142

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Agent Group Percent Allocation of Time Columns .................................................142

Report.......................................................................................................................145

Average Queue Duration – Line Graph, Agent Group, Day ....................................146

Report Details...........................................................................................................146

Agent Group Average Queue Duration Monthly Report Columns ..........................146

Report.......................................................................................................................147

Average Queue Duration – Line Graph, Agent Group, Day, Interval......................148

Report Details...........................................................................................................148

Agent Group Average Queue Duration Interval Report Columns ...........................148

Report.......................................................................................................................149

Average Queue Duration – Line Graph, Agent Group, Day, Interval......................150

Report Details...........................................................................................................150

Agent Group Average Queue Duration Interval Report Columns ...........................150

Report.......................................................................................................................151

Chapter 5 Call Type Reports .............................................................153

Call Type Specific Report, Call Type ......................................................................153

Report Details...........................................................................................................153

Call Type Specific Summary Report Columns ........................................................154

Report.......................................................................................................................156

Call Type Specific Report, Call Type, Day..............................................................157

Report Details...........................................................................................................157

Call Type Specific Daily Report Columns...............................................................157

Report.......................................................................................................................159

Call Type Specific Report, Call Type, Day, Interval ...............................................160

Report Details...........................................................................................................160

Call Type Specific Interval Report Columns ...........................................................160

Report.......................................................................................................................162

Call Type Calls Abandoned Report, Call Type........................................................163

Report Details...........................................................................................................163

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Call Type Calls Abandoned Summary Report Columns..........................................163

Report.......................................................................................................................166

Call Type Calls Abandoned Report, Call Type, Day ...............................................167

Report Details...........................................................................................................167

Call Type Calls Abandoned Daily Report Columns ................................................167

Report.......................................................................................................................170

Call Type Calls Abandoned Report, Call Type, Day, Interval.................................171

Report Details...........................................................................................................171

Call Type Calls Abandoned Interval Report Columns.............................................171

Report.......................................................................................................................174

Call Type Calls Answered Report, Call Type ..........................................................175

Report Details...........................................................................................................175

Call Type Calls Answered Summary Report Columns ............................................175

Report.......................................................................................................................178

Call Type Calls Answered Report, Call Type, Day .................................................179

Report Details...........................................................................................................179

Call Type Calls Answered Daily Report Columns...................................................179

Report.......................................................................................................................182

Call Type Calls Answered Report, Call Type, Day, Interval ...................................183

Report Details...........................................................................................................183

Call Type Calls Answered Interval Report Columns ...............................................183

Report.......................................................................................................................186

Call Volume Report – Bar Graph, Call Type, Day ..................................................187

Report Details...........................................................................................................187

Call Type Call Volume Monthly Bar Graph Report Columns .................................187

Report.......................................................................................................................189

Call Volume Report – Bar Graph, Call Type, Day, Interval ....................................190

Report Details...........................................................................................................190

Call Type Call Volume Interval Bar Graph Columns ..............................................190

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Report.......................................................................................................................192

Service Level/Answer Rate Report – Bar Graph, Call Type, Day ...........................193

Report Details...........................................................................................................193

Call Type Service Level and Answer Rate Monthly Report Columns.....................193

Report.......................................................................................................................193

Service Level/Answer Rate Report – Bar Graph, Call Type, Day, Interval.............195

Report Details...........................................................................................................195

Call Type Service Level and Answer Rate Monthly Report Columns.....................195

Report.......................................................................................................................196

Average Queue Duration – Line Graph, Call Type, Day .........................................197

Report Details...........................................................................................................197

Call Type Average Queue Duration Monthly Report Columns ...............................197

Report.......................................................................................................................198

Average Queue Duration – Line Graph, Call Type, Day, Interval...........................199

Report Details...........................................................................................................199

Call Type Average Queue Duration Interval Report Columns ................................199

Report.......................................................................................................................201

Average Speed of Answer – Line Graph, Call Type, Day .......................................202

Report Details...........................................................................................................202

Call Type Average Speed of Answer Monthly Report Columns .............................202

Report.......................................................................................................................204

Average Speed of Answer – Line Graph, Call Type, Day, Interval .........................205

Report Details...........................................................................................................205

Call Type Average Speed of Answer Interval Report Columns...............................205

Report.......................................................................................................................206

Service Level Report – Line Graph, Call Type, Day ...............................................207

Report Details...........................................................................................................207

Call Type Service Level Monthly Report Columns .................................................207

Report.......................................................................................................................209

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Service Level Report – Line Graph, Call Type, Day, Interval .................................210

Report Details...........................................................................................................210

Call Type Service Level Interval Report Columns ..................................................210

Report.......................................................................................................................211

Chapter 6 Other Reports....................................................................213

Call Source Tracking Report, Call Type, DNIS.......................................................213

Report Details...........................................................................................................213

Call Source Tracking Report Columns.....................................................................213

Report.......................................................................................................................215

Call Source Tracking Report, Call Type, DNIS, Agent Group................................216

Report Details...........................................................................................................216


Report.......................................................................................................................218

Call Source Tracking Report, Call Type, DNIS, Agent Group, Agent ....................219

Report Details...........................................................................................................219


Report.......................................................................................................................221

Transaction Summary ..............................................................................................222

Report Details...........................................................................................................222

Transaction Summary Report Columns ...................................................................222

Report.......................................................................................................................223

Transaction Summary with Service Time ................................................................224

Report Details...........................................................................................................224

Transaction Summary with Service Time Report Columns.....................................224

Report.......................................................................................................................228

Chapter 7 CallWise to Centergy Migration Reports.......................229

CallWise to Centergy Report Comparison Table.....................................................229

Agent Group Agent Average Daily Report ..............................................................233

Agent Group Agent Average Daily Report Column Descriptions ...........................233

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Report.......................................................................................................................237

Agent Group Agent Information Interval Report .....................................................238

Agent Group Agent Information Interval Report Column Descriptions ..................238

Report.......................................................................................................................243

Agent Group Agent Allocation Daily Report...........................................................244

Agent Group Agent Allocation Daily Report Column Descriptions........................244

Report.......................................................................................................................247

Agent Group Agent Summary Information Report..................................................248

Agent Group Agent Summary Information Report Column Descriptions...............248

Report.......................................................................................................................251

Call Type Information Interval Report.....................................................................252

Call Type Information Interval Report Column Descriptions..................................252

Report.......................................................................................................................255

Call Type Summary Report......................................................................................256

Call Type Summary Report Column Descriptions...................................................256

Report.......................................................................................................................258

Call Type Count Summary Report...........................................................................259

Call Type Count Summary Report Column Descriptions ........................................259

Report.......................................................................................................................262

Call Type Detail Interval Report ..............................................................................263

Call Type Detail Interval Reports Column Descriptions..........................................263

Report.......................................................................................................................268

Call Type Specific Interval Report...........................................................................269

Call Type Specific Interval Report Column Descriptions........................................269

Report.......................................................................................................................273

Agent Group Agent Allocation Summary Report ....................................................274

Agent Group Agent Allocation Summary Report Column Descriptions .................274

Report.......................................................................................................................277

Agent Group Agent Average Summary Report .......................................................278

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Agent Group Agent Average Summary Report Column Descriptions ....................278

Report.......................................................................................................................282

Call Type Statistics Daily Report.............................................................................283

Call Type Statistics Daily Report Column Descriptions..........................................283

Report.......................................................................................................................285

Agent Statistic Interval Spreadsheet.........................................................................286

Agent Statistic Interval Spreadsheet Column Descriptions......................................286

Agent Group Agent Information Daily Report ........................................................293

Agent Group Agent Information Daily Report Column Descriptions......................293

Report.......................................................................................................................296

Call Type Specific Daily Report ..............................................................................297

Call Type Specific Daily Report Column Descriptions ...........................................297

Report.......................................................................................................................299

Call Type Statistics Interval Report .........................................................................300

Call Type Statistics Interval Report Column Descriptions ......................................300

Report.......................................................................................................................303

Agent Total Calls Report..........................................................................................304

Agent Total Calls Report Column Descriptions.......................................................304

Report.......................................................................................................................307

Agent Average Daily Information by Team Report.................................................308

Agent Average Daily Information by Team Report Column Descriptions..............308

Report.......................................................................................................................312

Agent Information Summary by Team Report.........................................................313

Agent Information Summary by Team Report Column Descriptions......................313

Report.......................................................................................................................317

Agent Group Agent Allocation Report ....................................................................318

Agent Group Agent Allocation Report Column Descriptions..................................318

Report.......................................................................................................................320

Call Source Tracking Report....................................................................................321

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Call Source Tracking Report Column Descriptions.................................................321

Report.......................................................................................................................323

Agent Allocation by Team Summary Report ...........................................................324

Agent Allocation by Team Summary Report Column Descriptions ........................324

Report.......................................................................................................................327

Call Type Average Interval Report ..........................................................................328

Call Type Average Interval Report Column Descriptions .......................................328

Report.......................................................................................................................332

Call Type Profile Report ..........................................................................................333

Call Type Profile Statistic Description.....................................................................333

Call Type Profile Report Column Descriptions .......................................................334

Report.......................................................................................................................337

Call Type Interval Totals Report Column Descriptions...........................................338

Report.......................................................................................................................341

Call Type Interval Statistics Spreadsheet .................................................................342

Call Type Interval Statistics Spreadsheet Column Descriptions ..............................343

Report.......................................................................................................................346

Trunk Group Interval Report....................................................................................347

Trunk Group Interval Report Column Descriptions.................................................347

Report.......................................................................................................................349

Trunk Group Daily Report .......................................................................................350

Trunk Group Daily Report Column Descriptions ....................................................350

Report.......................................................................................................................352

Trunk Member Interval Report ................................................................................353

Trunk Member Interval Report Column Descriptions .............................................353

Report.......................................................................................................................355

Chapter 8 Third Party Services Protocol and Reports – External Interfaces..............................................................................................357

Interval Statistics Service Protocol...........................................................................357

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Vendors ....................................................................................................................357

Report Target Locations...........................................................................................357

File Handling............................................................................................................358

File Handling for TCS..............................................................................................358

File Handling for IEX ..............................................................................................358

File Handling for Blue Pumpkin and Pipkins...........................................................358

All Vendors ..............................................................................................................359

Data ..........................................................................................................................359

Blue Pumpkin Call Type Interval Report.................................................................359

Blue Pumpkin Agent Group Report .........................................................................362

IEX Call Group Report ............................................................................................364

IEX Agent Detail Report..........................................................................................366

IEX Agent Profile Report.........................................................................................369

Pipkins Queue (Call Type) Interval Report..............................................................370

Pipkins Agent Group Interval Report.......................................................................372

Pipkins Agent Interval Report..................................................................................374

TCS Call Type Interval Report ................................................................................375

TCS Agent Group Interval Report ...........................................................................377

TCS Agent Interval Report.......................................................................................379

Real Time Statistics Service Protocol ......................................................................381

Vendors ....................................................................................................................381

Communication Ports...............................................................................................381

Port Settings .............................................................................................................381

Data ..........................................................................................................................381

Data Format..............................................................................................................382

Average Queue Time Service Protocol ....................................................................382

Vendors ....................................................................................................................382

Communications.......................................................................................................382

TCP/IP Socket Settings ............................................................................................382

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Data ..........................................................................................................................383

Message Formats......................................................................................................383

A...............................................................................................................................383

File Format ...............................................................................................................383

Header ......................................................................................................................383

Body .........................................................................................................................383

Footer .......................................................................................................................384

File Processing .........................................................................................................384

Filename...................................................................................................................384

File Transfer .............................................................................................................384

Scheduling................................................................................................................384

Agent Adherence Service Protocol ..........................................................................384

Vendors ....................................................................................................................385

Communications.......................................................................................................385

Serial RS232 Port Settings .......................................................................................385

TCP/IP Socket Settings ............................................................................................385

Data ..........................................................................................................................386

Message Formats......................................................................................................386

Server Messages.......................................................................................................386

Chapter 9 Custom Reports.................................................................389

Creating a Custom Report for Centergy...................................................................389

Primary Steps ...........................................................................................................389

Define the Report Data.............................................................................................389

Possible Report Settings...........................................................................................389

Set Up CCMS_DB ODBC DSN on the Development Machine ..............................390

Pick a Template Report File.....................................................................................390

Modify the Copied File According to the Custom Report Requirements ................390

Dynamic "P_" Formulas...........................................................................................391

Static "P_" Formulas ................................................................................................391

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Add the Custom Report to the Report List...............................................................391

Report Details...........................................................................................................392

Data Detail ...............................................................................................................392

Qualifiers..................................................................................................................392

Report Naming Conventions....................................................................................392

Character String Types.............................................................................................393

Report Name Format................................................................................................393

Examples ..................................................................................................................393

Naming Conventions for Report Formulas ..............................................................393

Appendix A Agent Statistic Rollup Types ........................................395

Agent Statistic Rollup Types....................................................................................395

Appendix B Agent Group Statistic RollupTypes .............................413

Agent Group Statistic Rollup Types ........................................................................413

Appendix C Call Type Statistics Rollup Types ................................437

Call Type Statistic Rollup Types..............................................................................437

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About This Document

An Overview of This Document

The Centergy product provides you with the tools to manage your personnel and resources to provide consistent, high levels of customer service. Call center statistics are stored on the Centergy Network Management Server (CNMS) and a Crystal Reports based reporting function is provided within the application that allows you to run reports on these statistics.

The purpose of this document is to describe the standard report templates that are provided within the Centergy Manager application, and to provide statistic and formula information for the fields in those report templates. This document does not contain all of the statistics that are available with Centergy.

To create reports with the Centergy Manager application, please refer to the Online Help.

Audience

The audience targeted includes, but is not limited, to the following functions:

• Call Center Supervisors

• Call Center Managers

• Call Center Administrators

• Call Center Team Leaders

• Any management level that needs to run reports

Organization

This manual contains the following chapters:

Section Chapter Title Description

About This Document

Describes the manual organization, audience, document set up and conventions.

Chapter 1 Centergy Reporting Describes how the reports are generated in Centergy.

Chapter 2 Report and Statistical Names

Provides a charted comparison of report and statistical names used.

Chapter 3 Agent Reports Describes Team (Agent Team) Reports available in Centergy.

Chapter 4 Agent Group Reports Describes Agent Group Reports available in Centergy.

Chapter 5 Call Type Reports Describes Call Type Reports available in Centergy.

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Section Chapter Title Description

Chapter 6 Other Reports Describes Call Source Tracking and Transact reports available in Centergy.

Chapter 7 CallWise Reports Describes the CallWise reports that have been migrated over to Centergy.

Chapter 8 Third Party Services Describes the workforce management protocol and reports for third party interfaces.

Chapter 9 Custom Reports Describes how to create custom reports and add them to the reports list.

How to Contact Us

If you have comments, questions, or ideas regarding this manual, please write to us at the following address:

EADS TELECOM North America, Inc. Manager of Technical Publications M/S 5A 5057 Keller Springs Road Addison, TX 75001

You can also e-mail us at [email protected]. Please note that product support is not offered through this e-mail address.

References

The following manuals provide additional information regarding the Centergy Manager application. You can contact your Account Representative to order.

• Centergy Manager Supervisor Guide, Release 1.2, Part Number 590-2470-001

• Centergy Manager Administrator Guide, Release 1.2, Part Number 590-2503-001

Centergy Manager Online Help

The Online Help application for the Centergy Manager provides access to the same information contained in this manual. In addition, it provides access to all statistics used in the reports. It is recommended that you use the Online Help along with this manual.

mailto:[email protected]

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Chapter 1 Centergy Reporting

What are the Centergy Reporting Functions?

The Centergy reports package:

• Allows access to current and archived statistics for agents, agent teams, agent groups, and call types.

• Provides standard report templates.

• Allows supervisors to create and run reports from the Centergy Manager desktop application.

• Allows the creation of schedules.

• Allows supervisors to use schedules to schedule their own reports.

What Can Centergy Reports Provide?

Centergy reports can be used for:

• Determining staffing requirements.

• Summarizing information for management.

• Identifying call routing problems.

• Determining customer satisfaction ratios.

Creating Reports with Centergy Manager

To create reports with the Centergy Manager application, please refer to the Online Help.

Reports Document Overview

This document describes the reports that can be generated using the standard report templates. The reports are listed by report type. The description of each report type includes:

• The name of each report field.

• A description of each field in the report output.

• The statistic database name.

• The formula for the statistic if applicable.

This document also describes all statistics that are used by the standard report templates.

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Report Template Types

Report templates are provided for:

• Teams (Agent Teams)

• Agent Groups

• Call Types

• Call Source Tracking

• Transact

Report Styles

There are two report styles to select from.

Style Description

Daily Rollup Statistics are totaled for the time and date range specified.

Interval Statistics are reported by time interval based on the Interval Statistic Time that has been set up for the call center.

Report Terms

The following represents a common list of Centergy Manager reporting terms.

Term Description

Interval Statistic Time Reflects how often the statistics are written to the Centergy Manager database.

Report Name The name of the report. This name may be totally different from the template name.

Report Template Name The Crystal Reports template name.

Report Title The title of the report is the title assigned to the report profile by its creator.

Report Output The actual report file after it runs.

Report Profile The profile is created one time. It sets the different parameters for the report, such as: • Statistic group qualification • Choice of report template • Report qualifications

Statistic Naming Conventions

The following are the abbreviations of terms that are used in the statistic names.

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Statistic Name Abbreviation

Abandoned Aband

Answered Answ

Average Avg

Calculated Calc

Conference Conf

Consultation Const

Deflected Deflect

Disposition Disp

Duration Dur

Intrinsic Int

Longest Long

Overflow Over

Percent Pcnt

Primary Pri

Queue Q

Threshold Thres

Transferred Trans

Utilization Util

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Centergy Reporting


Statistic Summary

There are three types of statistics.

Type Description

Intrinsic Derived directly from the event information provided by the switch

Calculated Calculated from the intrinsic values with formulas

Informational Information only such as the agent name or directory number

There are three statistic groups.

Group Description

Agent Statistics related to an individual agent.

Agent Group Statistics related to an agent group.

Call Type Statistics related to a call type.

Duration Reporting, Averages, and Start Counters for Interval Statistics

Duration for interval statistics is reported in two ways:

Durations that span more than one interval:

The full duration and any associated counter values are reported in the interval in which the activity is completed.

Example:

The duration of a queued call is not completed until an agent has answered the call. This duration would be recorded in the interval in which the call was answered.

Calculating Averages:

See Weighted Averages and Moving Averages.

Durations associated with events that initiate the activity:

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The duration is reported in each interval in which the associated activity actually took place. Any associated counters are incremented and reported in the interval in which the event took place.

Drawback:

If the duration of time spans more than one interval, the counter is reported in the first interval along with the duration for the interval (starting with the event itself and ending with the "end of the interval" time.)

Then, after this first interval, only the duration will be recorded, with no counter. The application cannot compute an average for this interval.

Example:

• An answered call is added to the counter for answered calls in the first interval when the event actually occurs.

• The application records the talk time, from the time the call is answered to the time that the interval ends

• The talk time spans an additional interval.

• Because there is no counter in the additional interval that says how many calls are associated with the talk time, the application cannot compute an average

Solution:

• Centergy provides counters that specify the number of activities that were active at the beginning of each interval.

• The counters are included in the interval database tables for each set of counter/duration statistics that are reported on an interval basis.

• The statistic name is the same as that of the peg counter with the keyword Start appended to it as in this example:

CallsAnswPri The normal peg counter

CallsAnswPriStart The start counter

• For a single interval calculation, the start counter is added to the normal peg counter and the sum is then used as the divisor for the "average" computation.

• For computations that span more than one interval, only the start counters from the first reporting interval should be used since a start counter value form a subsequent interval would be double-counting a normal peg counter or start counter setting from an earlier interval

• This situation is taken care of automatically for report run under the Centergy Manager, but must be handled manually when for custom reports, and when the Centergy databases are accessed manually.

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Centergy Reporting


Event Processing

Centergy statistic data collection is accomplished by processing a stream of event notifications transmitted by the Intecom E switch. A state machine is maintained which provides the context for the interpretation of each even that the CNMS receives. The following sections describe the states of the agent state machine.

• Session Related Agent States

• Received Call Related Agent States

• Placed Call Related Agent States

• Miscellaneous Agent State

Session Related Agent States

The term "sessions" has two meanings in Centergy:

1. The display of real-time statistics by the Centergy Manager application

2. The individual agent states during a call

Agent State “Sessions”

State Definition

Offline • The agent is signed off of the agent group

• Centergy does not keep statistics for offline agents

Online • The agent is signed on to the agent group • When the agent signs on, he immediately

goes into the available state

Available The agent is available to receive ACD calls

Work The agent: • Has gone into the manually generated

work state by pressing the Work button on the agent phone and is not available to take ACD calls

• Can place and receive Non-ACD calls and transition to the appropriate states and will return to the work state after completion of this activity

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State Definition

Unavailable The agent: • Has gone into the manually generated

unavailable state by pressing the Unavailable button on the agent phone and is not available to take ACD calls

• Can enter a pre-defined unavailable code to account for his time during the unavailable state

• Can place and receive Non-ACD calls and transition to the appropriate states and will return to the unavailable state after completion of this activity

Wrap The agent: • Is placed in this state automatically if

automatic wrap-up time is set up on the switch and is not available to take ACD calls

• Typically uses the time for post call work • Can place and receive Non-ACD calls

and transition to the appropriate states and will return to the wrap-up state after completion of the activity if the wrap-up timer has not expired

Not Ready The agent: • Is placed in this state automatically by

the switch to reserve the agent for the next ACD call that is being passed by a CTI application

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Centergy Reporting


Received Call Agent States

Calls received by an agent can be one of three types.

State Description

ACD The call is routed through an ACD call type DIRN (steering pilot).

CTI The call is routed through an ACD call type DIRN by a CTI application.

Non-ACD External or internal calls that originate or terminate on the agent's DIRN rather than being routed through a call type.

Received Ring States

The call is delivered to the agent and the agent phone rings.

State: Description:

ACD Ring An inbound ACD call is delivered to the agent.

ACD Consult Ring An internal consultation call routed to the agent through the ACD call type.

CTI Ring A CTI application delivered an outbound call back trough an ACD call type.

CTI Consult Ring A CTI application routed a consultation call through a call type to select an agent.

Non-ACD Ring A non-ACD call is delivered directly to the agent DIRN.

Non-ACD Consult Ring - A non-ACD consultation call has been delivered directly to the agent DIRN.

Received Talk States

The call has been answered by the agent.

State Description

ACD Talk The agent has answered an ACD call that was routed through an ACD call type.

ACD Consult Talk The agent has answered an internal ACD call that was routed through an ACD call type.

ACD Conference Talk The agent has answered an internal conference call that was routed through an ACD call type.

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State Description

CTI Talk The agent has answered an outbound call that was routed by a CTI application through an ACD call type.

CTI Consult Talk The agent has answered a consultation call that was routed by a CTI application through an ACD call type.

CTI Conference Talk The agent has answered a conference call routed by a CTI application through an ACD call type.

Non-ACD Talk The agent has answered a non-ACD call.

Non-ACD Consult Talk The agent has answered a non-ACD consultation call from a consulting party that dialed the agent's DIRN directly.

Non-ACD Conference Talk The agent has answered an internal conference call from a consulting party that dialed the agent's DIRN directly.

Received Hold States

The ACD call is placed on hold.

State Description

ACD Hold The call that the agent has put on hold is an ACD call.

CTI Hold The call that the agent has put on hold is a CTI call.

Non-ACD Hold The call that the agent has put on hold is a non-ACD call.

Placed Call Agent States

All calls placed by an agent are non-ACD calls.

State Description

Off Hook The agent has gone offhook on the agent phone to place a call.

Placed Call States: The agent has originated a call and is waiting for the other end to answer. This state is similar to the ring states, but starts when the number is dialed instead of when the phone starts to ring.

Place Call The agent has originated a call.

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Centergy Reporting


State Description

Place Consultation Call The agent has originated an internal consultation call to another party.

Placed Talk States: The agent is talking on a call that the agent placed.

Placed Talk The agent is talking on a call.

Placed Consultation Talk The agent is talking on an internal consultation call to another party.

Placed Conference Talk The agent is talking on an internal conference call. The agent initiated the conference call.

Place Hold The agent has put the current call on hold.

Miscellaneous Agent States

Miscellaneous agent states:

State Description

Call Termination The agent has been disconnected from a call and is waiting for another event to transition to the next state (such as the available state).

Unknown The state is unknown. If an agent is set in a switch state that is unknown to Centergy, the agent state is set to "Unknown" until an event is received that can be used to transition to a known state.

This can happen: • During the cold start process • During database synchronization with the

switch • Whenever the CNMS finds a call that has

been stuck in a state past a pre- configured time. Handling of the call is aborted, the state is set to unknown until an event is received to transition to a known state

Trunk Statistics

Overview

Trunk statistics are extracted directly from the switch and are written only to the CNMS database. They are not available in real-time.

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The statistics are extracted from the switch at regular intervals. The only two intervals are 30 minutes and 60 minutes with 60 minutes being the default.

Records:

• The trunk member records summarize the activities associated with each trunk in a trunk group on the switch. The name of the database table is:

– tbl_TrunkMemberStatistics

• The trunk group records summarize the activities associated with each trunk group on the switch. The name of the database table is:

– tbl_TrunkGroupStatistics

Duration-type statistics come from the switch in 2-second intervals, but are converted to 1-second intervals for storage.

Tables

Trunk Group Table

The table below contains the trunk groups defined on the switch.

tbl_TrunkGroups

Field name Type Description

TrunkGroupID AutoNumber Primary key for table

TrunkGroup Number Trunk group number

GroupType Varchar Acronym for group type

UserGroup Number User group number for trunk group

Trunk Members Table

The table below contains the trunk members defined on the switch.

tbl_TrunkMembers

Field Type Description

PrimaryKey AutoNumber Primary key for table

Port VarChar The switch port number assigned to trunk member. The format for the port number is xx.xx.xx.xx (Cabinent, Shelf, Slot, Circuit)

TrunkGroupID Number Trunk group ID. Maps back to tbl_trunkgroups table.

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Centergy Reporting


tbl_TrunkMembers

Field Type Description (See Trunk Group Statistics.)

Trunk Group Statistics Table

The table below contains statistics for trunk groups. This table is primarily used for historical reporting.

tbl_TrunkGroupStatistics

Field name Type Description

PrimaryKey AutoNumber Primary key for table

IntervalBegin DateTime Beginning date/time of interval

IntervalEnd DateTime Ending date/time of interval

TrunkGroupID Number The trunk group ID. Maps back to tbl_trunkgroups table

IdleStatus Number The number of group trunks that are currently in an idle state.

This is a snapshot of the time the flush took place, not a summary of the entire interval.

MOSStatus Number The number of trunks in the group that are currently in a Maintenance Out of Service state.

This is a snapshot of the time the flush took place, not a summary of the entire interval.

SeizeAttempts Number The number of times the group was selected.

AllTrunksBusy Number The number of times the group was selected by routing and it was in an “All Trunks Busy” state and no

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tbl_TrunkGroupStatistics

Field name Type Description trunk could be obtained.

GroupBusy Number The number of times the group was in an “All Trunks Busy State” because no trunks are available.

GroupBusyDur Number The length of time the group was in an “All Trunks Busy” state. This will be stored in

seconds.

This number comes back from the switch in 2 second tics, they will be converted to seconds for storage)

Trunk Member Statistics Table

The table below contains all of the statistics for trunk members. This table is primarily used for historical reporting.

tbl_TrunkMemberStatistics

Field Type Description

PrimaryKey AutoNumber Primary key for the table

IntervalBegin DateTime Beginning date/time of interval

IntervalEnd DateTime Ending date/time of interval

MemberID Number Trunk member ID. Maps back to tbl_TrunkMembers table.

Status Char A character indicating the status of the trunk.

ChannelNum Number The number assigned to a member of a data channel group

Terminations Number The number of times the trunk was selected for an outbound call.

TermDur Number The length of time member was in an active state on outbound calls.

This number comes back from the switch in 2 second tics, they will be converted to seconds for

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Centergy Reporting


tbl_TrunkMemberStatistics

Field Type Description storage.

Originations Number The number of times a trunk was selected for an inbound call.

OrigDur Number The length of time a trunk was in an active state on inbound calls. This will be stored in seconds.

This number comes back from the switch in 2 second tics, they will be converted to seconds for storage.

Failures Number The number of times the port was seized for an outbound call and failed to return the proper signaling.

Statistic Rollup Types

Weighted Averages

Statistics are configured for calculation for the summary row in a display session. The rollup types cannot be changed. This information is stored in the Centergy database. In Centergy 1.3, all averages and percentages are set to ‘weighted average’.

The following are the location of complete lists that show each statistic and its rollup type.

Type Location

Agent Statistics Rollup Type Appendix A

Agent Group Statistics Rollup Type Appendix B

Call Type Statistics Rollup Type Appendix C

Rollup Types

The following are the rollup types.

Rollup Type Description

Sum Add all of the rows for the specified column. Average Add all rows of a particular column, and

divide by the number of rows. Weighted Reapply the necessary formula to the sum of

all of the statistics that are part of the formula

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Rollup Type Description for this specific statistic.

Not Applicable No rollup for this statistic. (NA)

Example

An example of average and weighted average.

The formula used is: AverageTalk = Talk Duration/CallsAnswered

Call Type CallsAnswered (Sum) TalkDuration (Sum) AverageTalk (Average)

100 1000 5000 5

200 2 50 25

Rollup 1002 5050 15 (average)

5.04 (weighted)

• A simple average is calculated of all of the rows in the AverageTalk column (5+25) and dividing by the number of rows (2). The answer is 15 for AverageTalk.

• A weighted average requires Centergy to reapply the formula. Take the sum of TalkDuration (5050) and divide by the sum of CallsAnswered (1002). The answer is 5.04 for AverageTalk.

Moving Average for Average Speed of Answer

Moving Average

Centergy 1.3 supports a moving average for the "Average Speed of Answer" statistic for call types and agent group for display sessions. The Moving Average Time is set up in the Call Center Manager General Properties.

The purpose for moving averages is to use less historical data in the calculation of some averages to more accurately reflect the current activities of the call center. A snapshot is taken to the last 5/10 minutes of data, and the calculation is taken only on that data, rather than using all of the data since the last clear of statistics for the calculation.

The ASA is calculated on a moving average based on a time range from 5 minutes to 10 minutes. The default time is 5 minutes.

The historical calculation for ASA is not affected.

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Centergy Reporting


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Chapter 2 Statistics

Statistics Used in the Standard Report Templates

The following table provides the statistics that are used in the standard report templates along with the pertinent information about the statistic. This list is in alphabetical order by statistic database name. For additional information, see the Online Help for the Centergy Manager application.

A

SQL Name Display Name Statistic Type

Formula

AgentGroupName Agent Group Name Information None

AgentName Agent Name Information None

AvgAgentsOnline Average Number of Agents Online Calculated DurSessionsOnline / (Ending Time – Beginning Time)

AvgDurAvail State Available - Time, Avg Calculated DurSessionsAvail / SessionsAvail

AvgDurCallsExternalNew Calls Placed/Rcvd Non-ACD/CTI Ext New - Time, Avg

Calculated DurCallsExternalNew / CallsExternalNew

AvgDurCallsExternalPlacedNew Calls Placed Non-ACD/CTI Ext New - Time, Avg Calculated DurCallsExternalPlacedNew / CallsExternalPlacedNew

AvgDurCallsInternalNew Calls Placed/Rcvd Non-ACD/CTI Int New - Time, Avg

Calculated DurCallsInternalNew / CallsInternalNew

AvgDurCallsNonAcdNew Calls Placed/Rcvd Non-ACD/CTI New - Time, Avg Calculated DurCallsNonAcdNew / CallsNonAcdNew

AvgDurConfCall Calls Conf - Time, Avg Calculated DurCallsConf / CallsConf

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Report Statistics


A

SQL Name Display Name Statistic Type

Formula

AvgDurConstCall Calls Consult - Time, Avg Calculated DurCallsConst / CallsConst

AvgDurHold Calls On Hold - Time, Avg Calculated DurCallsHold / CallsHold

AvgDurHoldOnly Calls On Hold Only - Time, Avg Calculated DurCallsHoldOnly / CallsHoldOnly

AvgDurUnavail State Unavailable - Time, Avg Calculated DurSessionsUnavail / SessionsUnavail

AvgDurWork State Work - Time, Avg Calculated DurSessionsWork / SessionsWork

AvgInTalkTime Calls Rcvd Non-ACD/CTI Ext - Time, Avg Calculated DurCallsExternalReceived / CallsExternalReceived

AvgQDur Calls Rcvd ACD/CTI - Q Time Calculated QDurCallsAnsw / CallsAnsw

AvgSpeedOfAnsw Avg Speed Of Answer Calculated (QDurCallsAnsw + DurRingTimeAnsw) / CallsAnsw

AvgTalkAndWrapUpTime Calls Rcvd ACD/CTI Talk and Wrap-Up - Time, Avg

Calculated TalkAndWrapUpTime / CallsCustomer

AvgTalkTime Calls Rcvd ACD/CTI - Talk Time, Avg Calculated DurCallsCustomer / CallsCustomer

AvgTimeInQ Calls Queued - Q Time, Avg Calculated QDurCallsQ / CallsQ

AvgWrapUpTime Calls Wrap-Up ACD/CTI - Time, Avg Calculated DurSessionsWrapUp / SessionsWrapUp

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C

SQL Name Display Name Statistic Type Formula

CallsAband Calls Aband - Count Calculated CallsAbandWithinThres + CallsAbandAfterThres

CallsAbandAfterThres Calls Aband Threshold After - Count Intrinsic None

CallsAbandRange1 Calls Aband Range 1 - Count Intrinsic None









CallsAbandRangeX Calls Aband Range Last - Count Intrinsic None

CallsAbandShort Calls Aband Short – Count Intrinsic None

CallsAbandWithinThres Calls Aband Threshold Within - Count Intrinsic None

CallsAbortNoAgentsCTI Calls Aborted No Agents CTI - Count Intrinsic None

CallsAnsw Calls Rcvd ACD/CTI - Count Calculated CallsAnswPriACD + CallsAnswOverACD + CallsAnswPriCTI + CallsAnswOverCTI

CallsAnswAfterThres Calls Rcvd Threshold After - Count Intrinsic None

CallsAnswAll Calls Rcvd - Count Calculated CallsAnswWithinThres + CallsAnswAfterThres

CallsAnswOverAcd Calls Rcvd Over ACD - Count Intrinsic None

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Report Statistics


C


CallsAnswOverCti Calls Rcvd Over CTI - Count Intrinsic None

CallsAnswPriAcd Calls Rcvd Pri ACD - Count Intrinsic None

CallsAnswPriCti Calls Rcvd Pri CTI - Count Intrinsic None

CallsAnswRange1 Calls Rcvd Range 1 - Count Intrinsic None









CallsAnswRangeX Calls Rcvd Range Last - Count Intrinsic None

CallsAnswWithinThres Calls Rcvd Threshold Within - Count Intrinsic None

CallsConf Calls Conf - Count Calculated CallsConfPlaced + CallsConfReceived

CallsConfExternalPlaced Calls Conf Placed Ext - Count Intrinsic None

CallsConfExternalRcvd Calls Conf Non-ACD/CTI Ext - Count Intrinsic None

CallsConfInternalPlaced Calls Conf Placed Int - Count Intrinsic None

CallsConfInternalRcvd Calls Conf Non-ACD/CTI Int - Count Intrinsic None

CallsConfPlaced Calls Conf Placed - Count Calculated CallsConfExternalPlaced + CallsConfInternalPlace

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C


CallsConfReceived Calls Conf Non-ACD/CTI - Count Calculated CallsConfExternalRcvd + CallsConfInternalRcvd

CallsConst Calls Consult - Count Calculated CallsConstPlaced + CallsConstReceived

CallsConstExternalPlaced Calls Consult Placed Ext - Count Intrinsic None

CallsConstExternalRcvd Calls Consult Non-ACD/CTI Ext - Count Intrinsic None

CallsConstInternalPlaced Calls Consult Placed Int - Count Intrinsic None

CallsConstInternalRcvd Calls Consult Non-ACD/CTI Int - Count Intrinsic None

CallsConstPlaced Calls Consult Placed - Count Calculated CallsConstExternalPlaced + CallsConstInternalPlace

CallsConstReceived Calls Consult Non-ACD/CTI - Count Calculated CallsConstExternalRcvd + CallsConstInternalRcvd

CallsCustomer Calls Customer-Related - Count Calculated CallsAnsw + CallsInternalReceived - CallsInternalReceivedNew

CallsDeflectDueAltQDepth Calls Deflected Due Alternate Queue Depth - Count Intrinsic None

CallsDeflectDueAltQTime Calls Deflected Due Alternate Queue Time - Count Intrinsic None

CallsDeflectDueQDepth Calls Deflected Due Queue Depth - Count Intrinsic None

CallsDeflectDueQTime Calls Deflected Due Queue Time - Count Intrinsic None

CallsDeflected Calls Deflected - Count Calculated CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth

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Report Statistics


C


CallsExternalNew Calls Placed/Rcvd Non-ACD/CTI Ext New - Count Calculated CallsExternalReceived + CallsExternalPlacedNew

CallsExternalPlaced Calls Placed Non-ACD/CTI Ext - Count Intrinsic None

CallsExternalPlacedNew Calls Placed Non-ACD/CTI Ext New - Count Calculated CallsExternalPlaced - CallsConstExternalPlaced

CallsExternalReceived Calls Rcvd Non-ACD/CTI Ext - Count Intrinsic None

CallsHold Calls On Hold - Count Intrinsic None

CallsHoldOnly Calls On Hold Only - Count Calculated CallsHold - CallsConstPlaced

CallsInternalNew Calls Placed/Rcvd Non-ACD/CTI Int New - Count Calculated CallsInternalReceivedNew + CallsInternalPlacedNew

CallsInternalPlaced Calls Placed Non-ACD/CTI Int - Count Intrinsic None

CallsInternalPlacedNew Calls Placed Non-ACD/CTI Int New - Count Calculated CallsInternalPlaced - CallsConstInternalPlaced

CallsInternalReceived Calls Rcvd Non-ACD/ CTI Int - Count Intrinsic None

CallsInternalReceivedNew Calls Rcvd Non-ACD/CTI Int New - Count Calculated CallsInternalReceived - CallsConstInternalRcvd - CallsTransUnanncInternalRcvd

CallsNonAcdNew Calls Placed/Rcvd Non-ACD/CTI New - Count Calculated CallsExternalReceived + CallsExternalPlacedNew + CallsInternalReceivedNew + CallsInternalPlacedNew

CallsOffered Calls Offered - Count Calculated CallsQ + CallsDeflected - CallsAbandShort

CallsQ Calls Queued - Count Calculated CallsQPriACD + CallsQPriCTI + CallsQOverACD + CallsQOverCTI

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C


CallsQOverAcd Calls Queued Over ACD - Count Intrinsic None

CallsQOverCti Calls Queued Over CTI - Count Intrinsic None

CallsQPriAcd Calls Queued Pri ACD - Count Intrinsic None

CallsQPriCti Calls Queued Pri CTI - Count Intrinsic None

CallsTransUnanncInternalRcvd Calls Trans No Annc Non-ACD/CTI Int - Count Intrinsic None

D


DurCallsAnsw Calls Rcvd ACD/CTI - Talk Time Calculated DurCallsAnswPriACD + DurCallsAnswOverACD + DurCallsAnswPriCTI + DurCallsAnswOverCTI

DurCallsAnswOverAcd Calls Rcvd Over ACD - Talk Time Intrinsic None

DurCallsAnswOverCti Calls Rcvd Over CTI - Talk Time Intrinsic None

DurCallsAnswPriAcd Calls Rcvd Pri ACD - Talk Time Intrinsic None

DurCallsAnswPriCti Calls Rcvd Pri CTI - Talk Time Intrinsic None

DurCallsConf Calls Conf - Time Calculated DurCallsConfPlaced + DurCallsConfReceived

DurCallsConfExternalPlaced Calls Conf Placed Ext - Time Intrinsic None

DurCallsConfExternalRcvd Calls Conf Non-ACD/CTI Ext - Time Intrinsic None

DurCallsConfInternalPlaced Calls Conf Placed Int - Time Intrinsic None

DurCallsConfInternalRcvd Calls Conf Non-ACD/CTI Int - Time Intrinsic None

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Report Statistics


D


DurCallsConfPlaced Calls Conf Placed - Time Calculated DurCallsConfExternalPlaced + DurCallsConfInternalPlaced

DurCallsConfReceived Calls Conf Non-ACD/CTI - Time Calculated DurCallsConfExternalRcvd + DurCallsConfInternalRcvd

DurCallsConst Calls Consult - Time Calculated DurCallsConstPlaced + DurCallsConstReceived

DurCallsConstExternalPlaced Calls Consult Placed Ext - Time Intrinsic None

DurCallsConstExternalRcvd Calls Consult Non-ACD/CTI Ext - Time Intrinsic None

DurCallsConstInternalPlaced Calls Consult Placed Int - Time Intrinsic None

DurCallsConstInternalRcvd Calls Consult Non-ACD/CTI Int - Time Intrinsic None

DurCallsConstPlaced Calls Consult Placed - Time Calculated DurCallsConstExternalPlaced + DurCallsConstInternalPlaced

DurCallsConstReceived Calls Consult Non-ACD/CTI - Time Calculated DurCallsConstExternalRcvd + DurCallsConstInternalRcvd

DurCallsCustomer Calls Customer-Related - Talk Time Calculated DurCallsAnsw + DurCallsInternalReceived - DurCallsInternalReceivedNew

DurCallsExternalNew Calls Placed/Rcvd Non-ACD/CTI Ext New - Time Calculated DurCallsExternalReceived + DurCallsExternalPlacedNew

DurCallsExternalPlaced Calls Placed Non-ACD/CTI Ext - Time Intrinsic None

DurCallsExternalPlacedNew Calls Placed Non-ACD/CTI Ext New - Time Calculated DurCallsExternalPlaced - DurCallsConstExternalPlaced - DurCallsConfExternalPlaced

DurCallsExternalReceived Calls Rcvd Non-ACD/CTI Ext - Time Intrinsic None

MMMM

MMMM



D


DurCallsHold Calls On Hold - Time Calculated DurCallsHoldPlaced + DurCallsHoldPriAcd + DurCallsHoldOverAcd+ DurCallsHoldReceived + DurCallsHoldPriCti + DurCallsHoldOverCti

DurCallsHoldExternalPlaced Calls On Hold Placed Ext - Time Intrinsic None

DurCallsHoldExternalRcvd Calls On Hold Non-ACD/CTI Ext Time Intrinsic None

DurCallsHoldInternalPlaced Calls On Hold Placed Int - Time Intrinsic None

DurCallsHoldInternalRcvd Calls On Hold Non-ACD/CTI Int - Time Intrinsic None

DurCallsHoldOnly Calls On Hold Only - Time Calculated DurCallsHold - DurCallsConstPlaced

DurCallsHoldOverAcd Calls On Hold Over ACD - Time Intrinsic None

DurCallsHoldOverCti Calls On Hold Over CTI - Time Intrinsic None

DurCallsHoldPlaced Calls On Hold Placed - Time Calculated DurCallsHoldExternalPlaced + DurCallsHoldInternalPlaced

DurCallsHoldPriAcd Calls On Hold Pri ACD - Time Intrinsic None

DurCallsHoldPriCti Calls On Hold Pri CTI - Time Intrinsic None

DurCallsHoldReceived Calls On Hold Non-ACD/CTI - Time Calculated DurCallsHoldExternalRcvd + DurCallsHoldInternalRcvd

DurCallsInternal Calls Placed/Rcvd Non-ACD/CTI Int - Time Calculated DurCallsInternalPlaced + DurCallsInternalReceived

DurCallsInternalNew Calls Placed/Rcvd Non-ACD/CTI Int New - Time Calculated DurCallsInternalReceivedNew + DurCallsInternalPlacedNew

DurCallsInternalPlaced Calls Placed Non-ACD/CTI Int - Time Intrinsic None

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Report Statistics


D


DurCallsInternalPlacedNew Calls Placed Non-ACD/CTI Int New - Time Calculated DurCallsInternalPlaced - DurCallsConstInternalPlaced - DurCallsConfInternalPlaced

DurCallsInternalReceived Calls Rcvd Non-ACD/CTI Int - Time Intrinsic None

DurCallsInternalReceivedNew Calls Rcvd Non-ACD/CTI Int New - Time Calculated DurCallsInternalReceived - DurCallsConstInternalRcvd - DurCallsConfInternalRcvd - DurCallsTransInternalRcvd

DurCallsNonAcdNew Calls Placed/Rcvd Non-ACD/CTI New - Time Calculated DurCallsExternalReceived + DurCallsExternalPlacedNew + DurCallsInternalReceivedNew + DurCallsInternalPlacedNew

DurCallsTransInternalRcvd Calls Trans Non-ACD/CTI Int - Time Intrinsic None

DurRingTimeAnsw Calls Rcvd ACD/CTI - Ring Time Calculated DurRingTimeAnswPriAcd + DurRingTimeAnswOverAcd + DurRingTimeAnswPriCti + DurRingTimeAnswOverCti

DurRingTimeAnswOverAcd Calls Rcvd Over ACD - Ring Time Intrinsic None

DurRingTimeAnswOverCti Calls Rcvd Over CTI - Ring Time Intrinsic None

DurRingTimeAnswPriAcd Calls Rcvd Pri ACD - Ring Time Intrinsic None

DurRingTimeAnswPriCti Calls Rcvd Pri CTI - Ring Time Intrinsic None

DurSessionsAvail State Available - Time Intrinsic None

DurSessionsOnline State Online - Time Intrinsic None

DurSessionsUnavail State Unvailable - Time Intrinsic None

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D


DurSessionsWork State Work - Time Intrinsic None

DurSessionsWrapUp Calls Wrap-Up ACD/CTI - Time Calculated DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti

DurSessionsWrapUpOverAcd Calls Wrap-Up Over ACD - Time Intrinsic None

DurSessionsWrapUpOverCti Calls Wrap-Up Over CTI - Time Intrinsic None

DurSessionsWrapUpPriAcd Calls Wrap-Up Pri ACD - Time Intrinsic None

DurSessionsWrapUpPriCti Calls Wrap-Up Pri CTI - Time Intrinsic None

I

SQL Name Display Name Statistic Type Statistic Formula

IntervalBegin Interval Begin Information None

IntervalEnd Interval End Information None

M


MaximumAgentsSignedOn Maximum Agents Signed On Intrinsic None

MinimumAgentsSignedOn Minimum Agents Signed On Intrinsic None

MMMM MMMM

Report Statistics


O


OccupancyRate Occupancy Rate Calculated 100 * (DurCallsCustomer + DurSessionsWrapUp) / (DurCallsCustomer + DurSessionsWrapUp + DurSessionsAvail)

Other Time State Other - Time Calculated DurSessionsOnline - DurSessionsAvail - DurSessionsUnavail - DurCallsCustomer - DurCallsNonAcdNew - DurSessionsWrapUp - DurSessionsWork

P


PcntAvail State Available - Time, Pcnt Calculated 100 * DurSessionsAvail / DurSessionsOnline

PcntCallsAnsw Calls Rcvd ACD/CTI - Count, Pcnt 100 * CallsAnsw / CallsOffered

PcntConf Calls Conf - Time, Pcnt Calculated 100 * DurCallsConf / DurSessionsOnline

PcntConst Calls Consult - Time, Pcnt Calculated 100 * DurCallsConst / DurSessionsOnline

PcntDurCallsExternalPlacedNew Calls Placed Non-ACD/CTI Ext New - Time, Pcnt Calculated 100 * DurCallsExternalPlacedNew / DurSessionsOnline

PcntDurCallsInternalNew Calls Placed/Rcvd Non-ACD/CTI Int New - Time, Pcnt

Calculated 100 * DurCallsInternalNew / DurSessionsOnline

MMMM

MMMM



P


PcntDurCallsNonAcdNew Calls Placed/Rcvd Non-ACD/CTI New - Time, Pcnt Calculated 100 * DurCallsNonAcdNew / DurSessionsOnLine

PcntDurHoldOnly Calls On Hold Only - Time, Pcnt Calculated 100 * DurCallsHoldOnly / DurSessionsOnline

PcntExternalReceived Calls Rcvd Non-ACD/CTI Ext - Time, Pcnt Calculated 100 * DurCallsExternalReceived / DurSessionsOnline

PcntInWork Work State - Time Pcnt Calculated 100 * DurSessionsWork / DurSessionsOnline

PcntOtherTime State Other Time - Pcnt Calculated 100 * OtherTime / DurSessionsOnline

PcntTalkTime Calls Customer-Related - Talk Time, Pcnt Calculated 100 * DurCallsCustomer / DurSessionsOnline

PcntUnavail State Unavailable - Time, Pcnt Calculated 100 * DurSessionsUnAvail / DurSessionsOnline

PcntUtil Utilization, Pcnt Calculated 100 * (DurCallsCustomer + DurSessionsWrapUp) / DurSessionsOnline

PcntWork State Work - Time, Pcnt Calculated 100 * DurSessionsWork / DurSessionsOnline

PcntWorkAndWrapUp Calls Wrap-Up and Work - Time, Pcnt Calculated 100 * (DurSessionsWork + DurSessionsWrapUp) / DurSessionsOnline

PcntWrapUpTime Calls Wrap-Up ACD/CTI - Time, Pcnt Calculated 100 * DurSessionsWrapUp / DurSessionsOnline

MMMM MMMM

Report Statistics


Q

SQLName Display Name Statistic Type Statistic Formula

QDurCallsAnsw Calls Rcvd ACD/CTI - Q Time Calculated QDurCallsAnswPriAcd + QdurCallsAnswOverAcd + QDurCallsAnswPriCti + QDurCallsAnswOverCti

QDurCallsAnswOverAcd Calls Rcvd Over ACD - Q Time Intrinsic None

QDurCallsAnswOverCti Calls Rcvd Over CTI - Q Time Intrinsic None

QDurCallsAnswPriAcd Calls Rcvd Pri ACD - Q Time Intrinsic None

QDurCallsAnswPriCti Calls Rcvd Pri CTI - Q Time Intrinsic None

QDurCallsQ Calls Queued - Q Time Intrinsic None

S


ServiceLevel Service Level Calculated 100 * CallsAnswWithinThres / ( CallsAnswAll + CallsAband + CallsAbortNoAgentsCTI )

SessionsAvail State Available - Count Intrinsic None

SessionsUnavail State Unavailable - Count Intrinsic None

SessionsWork State Work - Count Intrinsic None

SessionsWrapUp Sessions Wrap-Up ACD/CTI - Count SessionsWrapUpPriAcd + SessionsWrapUpOverAcd + SessionsWrapUpPriCti + SessionsWrapUpOverCti

SessionsWrapUpOverAcd Calls Wrap-Up Over ACD - Count Intrinsic None

SessionsWrapUpOverCti Calls Wrap-Up Over CTI - Count Intrinsic None

MMMM

MMMM



S


SessionsWrapUpPriAcd Calls Wrap-Up Pri ACD - Count Intrinsic None

SessionsWrapUpPriCti Calls Wrap-Up Pri CTI - Count Intrinsic None

SignOffTime Sign Off Time Intrinsic None

SignOnTime Sign On Time Intrinsic None

T


TalkAndWrapUpTime Calls Customer-Related Talk and Wrap-Up - Time Calculated DurCallsCustomer + DurSessionsWrapUp

TransactCodesPerHour Codes per Hour Calculated "Number of times the code was entered" /

"Number of hours in the reporting interval"

W

Database Name Display Name Statistic Type Statistic Formula

WorkAndWrapUp Calls Wrap-Up and Work - Time Calculated DurSessionsWork + DurSessionsWrapUp

MMMM MMMM

Report Statistics


Report Template File Names

The following table represents a comparison of report names and the names applied to the corresponding Crystal Reports report template files.

Report Name Report Template File Name

Team Information Summary ASAT_SummaryInfo

Team Information Agent ASATAN_SummaryInfo

Team Information Daily ASATDY_SummaryInfo

Team Information Interval ASATDYIN_SummaryInfo

Agent Team Allocation Of Time ASAT_TimeAllocationData

Agent Allocation Of Time ASATAN_TimeAllocationData

Agent Team Average Allocation Of Time ASAT_TimeAllocationAvg

Average Agent Allocation Of Time ASATAN_TimeAllocationAvg

Agent Team Percent Allocation Of Time ASAT_TimeAllocationPercent

Percent Agent Allocation Of Time ASATAN_TimeAllocationPercent

Agent Performance ASAGAN_SummaryInfo

Agent Call Volume ASANDY_GRBAgentCallVolume

Agent Percent Time Allocated ASANDY_GRBPercentTimeAllocated

Agent Time Allocated ASANDY_GRBTimeAllocated

Agent Group Calls Abandoned Summary AGAG_AgentGroupCallsAbandoned

Agent Group Calls Abandoned Daily AGAGDY_AgentGroupCallsAbandoned

Agent Group Calls Abandoned Interval AGAGDYIN_AgentGroupCallsAbandoned

Agent Group Calls Answered Summary AGAG_AgentGroupCallsAnswered

Agent Group Calls Answered Daily AGAGDY_AgentGroupCallsAnswered

MMMM

MMMM




Agent Group Calls Answered Interval AGAGDYIN_AgentGroupCallsAnswered

Agent Group Information Summary AGAG_SummaryInfo

Agent Group Information Daily AGAGDY_SummaryInfo

Agent Group Information Interval AGAGDYIN_SummaryInfo

Agent Group Allocation Of Time ASAG_TimeAllocationData

Agent Group Agent Allocation Of Time ASAGAN_TimeAllocationData

Agent Group Average Allocation Of Time ASAG_TimeAllocationAvg

Agent Group Average Agent Allocation Of Time ASAGAN_TimeAllocationAvg

Agent Group Percent Allocation Of Time ASAG_TimeAllcoationPercent

Agent Group Percent Agent Allocation Of Time ASAGAN_TimeAllocationPercent

Agent Group Sign On/Off By Agent ESAGAN_SignOnOff

Agent Group Min Max Average AGAGDYIN_MinMaxAvg

Agent Group Average Queue Duration Monthly AGAGDY_GRLAvgQueDur

Agent Group Average Queue Duration Interval AGAGDYIN_GRLAvgQueDur

Call Source Tracking Report – DNIS DSCTDN_CallSourceTracking

Call Source Tracking Report – Agent Group DSCTDNAG_CallSourceTracking

Call Source Tracking Report – Agent DSCTDNAGAN_CallSourceTracking

Call Type Calls Abandoned Summary CTCT_CallTypeCallsAbandoned

Call Type Calls Abandoned Daily CTCTDY_CallTypeCallsAbandoned

Call Type Calls Abandoned Interval CTCTDYIN_CallTypeCallsAbandoned

Call Type Calls Answered Summary CTCT_CallTypeCallsAnswered

Call Type Calls Answered Daily CTCTDY_CallTypeCallsAnswered

Call Type Calls Answered Interval CTCTDYIN_CallTypeCallsAnswered

Call Type Specific Summary CTCT_SpecificInfo

MMMM MMMM

Report Statistics



Call Type Specific Daily CTCTDY_SpecificInfo

Call Type Specific Interval CTCTDYIN_SpecificInfo

Call Type Call Volume Monthly CTCTDY_GRBCallVolume

Call Type Call Volume Interval CTCTDYIN_GRBCallVolume

Call Type Service Level And Answer Rate Monthly CTCTDY_GRBServiceAnswerLevel

Call Type Service Level And Answer Rate Interval CTCTDYIN_GRBServiceAnswerLevel

Call Type Average Queue Duration Monthly CTCTDY_GRLAvgQueDur

Call Type Average Queue Duration Interval CTCTDYIN_GRLAvgQueDur

Call Type Average Speed of Answer Monthly CTCTDY_GRLAvgSpeedOfAnswer

Call Type Average Speed of Answer Interval CTCTDYIN_GRLAvgSpeedOfAnswer

Call Type Service Level Monthly CTCTDY_GRLServiceLevel

Call Type Service Level Interval CTCTDYIN_GRLServiceLevel

Transaction Summary TransactSummary

Transaction Summary With Service Time TransactWithServiceTime

MMMM

MMMM


EADS TELECOM North America – 2506-003 35

Chapter 3 Team Reports

Team Information Report, Team

Report Details

This is a description of the report.

Detail Description

Report Template Name Team Information Report, Team

Template Filename ASAT_SummaryInfo.rpt

Report Type Team

Data Detail Daily Rollup

Report Name Team Information Summary Report

MMMM MMMM

Team Reports

36 2506-003 - EADS TELECOM North American

Team Information Summary Report Fields

These are the column descriptions for this report.

Field Name Description Statistic Name Formula

ACD Calls The total number of ACD calls directed to the agent, or calls related by consultation, conference, or transfer.

CallsCustomer CallsAnsw + CallsInternalReceived − CallsInternalReceivedNew

Avg ACD Talk Time

The average length of time that the agent spent on an ACD call or a call related by consultation, conference, or transfer.

AvgTalkTime DurCallsCustomer / CallsCustomer

Avg After Call Wrap

The average length of time the agent spent in the automatic wrap state following ACD calls. The wrap time does not include the amount of time the agent might have spent on the phone while in the wrap state.

AvgWrapUpTime DurSessionsWrapUp / SessionsWrapUp

Avg Call And Wrap

The average length of time the agent was occupied with ACD calls or calls related by consultation, conference, or transfer, plus the time the agent spent in wrap-up following termination of ACD calls.

The wrap time does not include the amount of time the agent might have spent on the phone while in the wrap state.

AvgTalkAndWrapUp Time

TalkAndWrapUpTime / CallsCustomer

Outgoing Calls The number of external calls placed by the agent (excluding calls for consultation) to establish a conference or to initiate a transfer.

CallsExternalPlacedNew CallsExternalPlaced − CallsConstExternalPlaced

MMMM

MMMM




Avg Out Talk Time

The average length of external calls placed by the agent (excluding calls for consultation) to establish a conference or to initiate a transfer.

AvgDurCallsExteral PlacedNew

DurCallsExternalPlacedNew / CallsExternalPlacedNew

Incoming Calls The count of external non-ACD type calls received and answered by the agent from an external party that originated with the agent’s DIRN.

CallsExternalReceived None

Avg In Talk Time The average length of calls received and answered by the agent that were placed to the agent’s DIRN.

AvgInTalkTime DurCallsExternalReceived / CallsExternalReceived

Percent Occup The percentage of time that an agent is handling calls (talking on a call, in consultation, or in wrap-up) versus the time the agent is handling calls or is available to do so.

OccupancyRate 100 * (DurCallsCustomer + DurSessionsWrapUp) / (DurCallsCustomer + DurSessionsWrapUp + DurSessionsAvail)

Percent Util The percentage of time that the agent was occupied with customer-related calls (talking on a call, in consultation, or in wrap-up) versus the time the agent was signed on.

PcntUtil 100 * (DurCallsCustomer + DurSessionsWrapUp) / DurSessionsOnline

Signed On Duration of sessions where the agent is signed on with ACD. This duration ends when the agent signs off. Normally the agent signs off manually, however if the agent does NOT answer ACD routed calls within a pre-defined threshold, the switch may automatically sign off the agent.

DurSessionsOnline None.

MMMM MMMM

Team Reports


Report

The following is an example of this report.

MMMM

MMMM



Team Information Report, Team, Agent

Report Details


Detail Description

Report Template Name Team Information Report, Team, Agent

Template Filename ASATAN_SummaryInfo.rpt

Report Type Team


Report Name Team Information Agent Report

Team Information Report Fields





Avg ACD Talk Time



Avg After Call Wrap



MMMM MMMM

Team Reports



Avg Call And Wrap







Avg Out Talk Time










MMMM

MMMM








MMMM MMMM

Team Reports


Report


MMMM

MMMM



Team Information Report, Team, Day

Report Details


Detail Description

Report Template Name Team Information Report, Team, Day

Template Filename ASATDY_SummaryInfo.rpt

Report Type Team


Report Name Team Information Daily Report

Team Information Daily Report Columns





Avg ACD Talk Time



Avg After Call Wrap



MMMM MMMM

Team Reports



Avg Call And Wrap







Avg Out Talk Time










MMMM

MMMM








MMMM MMMM

Team Reports


Report


MMMM

MMMM



Team Information Report, Team, Day, Interval

Report Details


Detail Description

Report Template Name Team Information Report, Team, Day, Interval

Template Filename ASATDYIN_SummaryInfo.rpt

Report Type Team

Data Detail Interval

Report Name Team Information Interval Report

Team Information Interval Report Columns





Avg ACD Talk Time



Avg After Call Wrap



MMMM MMMM

Team Reports



Avg Call And Wrap







Avg Out Talk Time










MMMM

MMMM








MMMM MMMM

Team Reports


Report


MMMM

MMMM



Allocation of Time, Team

Report Details


Detail Description

Report Template Name Allocation of Time, Team

Template Filename ASAT_TimeAllocationData.rpt

Report Type Team


Report Name Agent Team Allocation of Time

Agent Team Allocation of Time Report Columns



Agent Name The name appearing in the switch database that is associated with the Agent ID

AgentName None

Signed On The length of time that the agent is signed on to the agent group.

DurSessionsOnline None

Avail The length of time that the agent is available to take ACD calls.

DurSessionsAvail None

Unavail The length of time that the agent is in the Unavailable state with reason code.

DurSessionsUnavail None

Talk Time The total length of time the agent was occupied with ACD calls, or calls related to such a call by consultation, conference, or transfer.

DurCallsCustomer DurCallsAnsw + DurCallsInternalReceived − DurCallsInternalReceivedNew

MMMM MMMM

Team Reports



Wrap Up Time

The length of time that the agent spent in the automatic wrap-up state. The time does not include any periods during wrap that the agent was using the phone.

DurSessionsWrap-Up DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti

Hold The length of time that the agent kept a called/calling party on hold and was not involved in any type of consultation.

DurCallsHoldOnly DurCallsHold − DurCallsConstPlaced

Consult The total length of time the agent was occupied with consultation. Consultation includes consultation only as well as announcing a transfer or setup of a conference.

DurCallsConst DurCallsConstPlaced + DurCallsConstReceived

Conf The total length of time the agent was occupied on conference calls.

DurCallsConf DurCallsConfPlaced + DurCallsConfReceived

Work The total length of time that the agent spent in the manually generated work state. This duration only includes the portion of the work state where the agent was NOT using the phone to place calls or receive any other non-ACD type calls.

DurSessionsWork None

Non-ACD Calls

The total length of time that the agent spent on internal and external calls excluding those calls dealing with consultation, conference, or transfer.

DurCallsNonACD New DurCallsExternalReceived + DurCallsExternalPlacedNew + DurCallsInternalReceivedNew + DurCallsInternalPlacedNew

Other The length of time that the agent was signed on but was not in any other of the above states.

OtherTime DurSessionsOnline − DurSessionsAvail − DurSessionsUnavail – DurCallsCustomer − DurCallsNonAcdNew − DurSessionsWrapUp − DurSessionsWork

MMMM

MMMM



Report


MMMM MMMM

Team Reports


Allocation of Time, Team, Agent

Report Details


Detail Description

Report Template Name Allocation of Time, Team, Agent

Template Name ASATAN_TimeAllocationData.rpt

Report Type Team


Report Name Agent Allocation of Time

Agent Team Allocation of Time Report Columns



Agent Name The name appearing in the switch database that is associated with the Agent ID

AgentName None

Signed On The length of time that the agent is signed on to the agent group.


Avail The length of time that the agent is available to take ACD calls.


Unavail The length of time that the agent is in the Unavailable state with reason code.


MMMM

MMMM




Talk Time The total length of time the agent was occupied with ACD calls, or calls related to such a call by consultation, conference, or transfer.


Wrap Up Time

The length of time that the agent spent in the automatic wrap-up state. The time does not include any periods during wrap that the agent was using the phone.

DurSessionsWrap-Up DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti

Hold The length of time that the agent kept a called/calling party on hold and was not involved in any type of consultation.


Consult The total length of time the agent was occupied with consultation. Consultation includes consultation only as well as announcing a transfer or setup of a conference.


Conf The total length of time the agent was occupied on conference calls.


Work The total length of time that the agent spent in the manually generated work state. This duration only includes the portion of the work state where the agent was NOT using the phone to place calls or receive any other non-ACD type calls.


MMMM MMMM

Team Reports



Non-ACD Calls

The total length of time that the agent spent on internal and external calls excluding those calls dealing with consultation, conference, or transfer.

DurCallsNonACD New DurCallsExternalReceived + DurCallsExternalPlacedNew + DurCallsInternalReceivedNew + DurCallsInternalPlacedNew

Other The length of time that the agent was signed on but was not in any other of the above states.

OtherTime DurSessionsOnline − DurSessionsAvail − DurSessionsUnavail – DurCallsCustomer − DurCallsNonAcdNew − DurSessionsWrapUp − DurSessionsWork

MMMM

MMMM



Report


MMMM MMMM

Team Reports


Average Allocation of Time, Team

Report Details


Detail Description

Report Template Name Average Allocation of Time, Team

Template Name ASAT_TimeAllocationAvg.rpt

Report Type Team


Report Name Agent Team Average Allocation of Time

Agent Team Average Allocation of Time Columns



Agent Name The name appearing in the PBX database which is associated with the Agent ID.

AgentName None.

Signed On The duration of time that the agent is signed on to the Agent Group. This duration ends when the agent signs off.


Avg Avail The average length of time members of the agent group spent in the available state waiting for a call.

AvgDurAvail DurSessionsAvail / SessionsAvail

MMMM

MMMM




Avg Unavail The average length of time that the agent spent in the unavailable state.

AvgDurUnavail DurSessionsUnavail / SessionsUnavail

Avg Talk Time The average length of time the agent was on ACD calls or calls related by consultation, conference, or transfer.


Avg Wrap Up Time The average length of time the agent spent in switch-initiated wrap sessions following ACD calls. Only the portions of each wrap session where the agent was not using the phone is included in the calculation.


Avg Hold The average length of time the agent kept a called/calling party on hold and was not involved in any type of consultation.

AvgDurHoldOnly DurCallsHoldOnly / CallsHoldOnly

Avg Consult The average length of time the agent spent in consultation.

AvgDurConstCall DurCallsConst / CallsConst

Avg Conf The average length of time the agent spent on conference calls.

AvgDurConfCall DurCallsConf / CallsConf

Avg Work Average length of time the agent was in the manual work state.

AvgDurWork DurSessionsWork / SessionsWork

Avg Non-ACD Calls Placed

The average length of internal and external calls handled by the agent excluding placed or received calls dealing with consultation, conference, or transfer.

AvgDurCallsNon ACDNew

DurCallsNonAcdNew / CallsNonAcdNew

MMMM MMMM

Team Reports


Report


MMMM

MMMM



Average Allocation of Time, Team, Agent

Report Details


Detail Description

Report Template Name Average Allocation of Time, Team, Agent

Template Filename ASATAN_TimeAllocationAvg.rpt

Report Type Team


Report Produced Average Agent Allocation of Time

Agent Team Average Allocation of Time Columns




AgentName None

Signed On The duration of time that the agent is signed on to the Agent Group. This duration ends when the agent signs off.


Avg Avail The average length of time members of the agent group spent in the available state waiting for a call.


Avg Unavail The average length of time that the agent spent in the unavailable state.


MMMM MMMM

Team Reports



Avg Talk Time The average length of time the agent was on ACD calls or calls related by consultation, conference, or transfer.


Avg Wrap Up Time The average length of time the agent spent in switch-initiated wrap sessions following ACD calls. Only the portions of each wrap session where the agent was not using the phone is included in the calculation.


Avg Hold The average length of time the agent kept a called/calling party on hold and was not involved in any type of consultation.


Avg Consult The average length of time the agent spent in consultation.


Avg Conf The average length of time the agent spent on conference calls.


Avg Work Average length of time the agent was in the manual work state.


Avg Non-ACD Calls Placed


AvgDurCallsNon ACDNew

DurCallsNonAcdNew / CallsNonAcdNew

MMMM

MMMM



Report


MMMM MMMM

Team Reports


Percent Allocation of Time, Team

Report Details


Detail Description

Report Template Name Percent Allocation of Time, Team

Template Filename ASAT_TimeAllocationPercent.rpt

Report Type Team


Report Name Agent Team Percent Allocation of Time

Agent Team Percent Allocation of Time Report Columns



Agent Name The name appearing in the switch database that is associated with the agent ID.

AgentName None

Signed On The total length of time that the agent is signed on to the agent group.


Avail Percent The percentage of time that the agent was available to take ACD calls, versus the time that the agent was signed on.

PcntAvail 100 * DurSessionsAvail / DurSessionsOnline

Unavail Percent The percentage of time that the agent was in the unavailable state, versus the time that the agent was signed on.

PcntUnavail 100 * DurSessionsUnAvail / DurSessionsOnline

MMMM

MMMM




Talk Time Percent The percentage of time the agent was on ACD calls, calls related by consultation, conference, or transfer, versus the time the agent was signed on.

PcntTalkTime 100 * DurCallsCustomer / DurSessionsOnline

Wrap Up Percent The percentage of time that the agent spent in wrap-up sessions following ACD calls, versus the time that the agent was signed on.

Only the portions of each wrap session where the agent was not using the phone is included in the calculation.

PcntWrapUpTime 100 * DurSessionsWrapUp / DurSessionsOnline

Hold Percent The percentage of time that the agent kept a called/calling party on hold and was not involved in any type of consultation, versus the time that the agent was signed on.

PcntDurHoldOnly 100 * DurCallsHoldOnly / DurSessionsOnline

Consult Percent The percentage of time that the agent was occupied with consultation, versus the time that the agent was signed on.

PcntConst 100 * DurCallsConst / DurSessionsOnline

Conf Percent The percentage of time that the agent was occupied with conference calls, versus the time that the agent was signed on.

PcntConf 100 * DurCallsConf / DurSessionsOnline

Work Percent The percentage of time that the agent was in work sessions, versus the length of time the agent was signed on.

PcntWork 100 * DurSessionsWork / DurSessionsOnline

MMMM MMMM

Team Reports



Non-ACD Calls Percent

The percentage of time that the agent spent on internal or external calls handled by the agent, versus the length of time that the agent was signed on.

The time excludes placed or received calls dealing with consultation, conference or transfer.

PcntDurCallsNon AcdNew

100 * DurCallsNonAcdNew / DurSessionsOnLine

Other Percent The percentage of time that the agent was signed on but not in any of the other states as listed above, versus the length of time that the agent was signed on.

PcntOtherTime 100 * OtherTime / DurSessionsOnline

MMMM

MMMM



Report


MMMM MMMM

Team Reports


Percent Allocation of Time, Team, Agent

Report Details


Detail Description

Report Template Name Percent Allocation of Time, Team, Agent

Template Filename ASATAN_TimeAllocationPercent.rpt

Report Type Team


Report Name Percent Agent Allocation of Time

Percent Agent Allocation of Time Report Columns



Agent Name The name appearing in the switch database that is associated with the agent ID.

AgentName None

Signed On The total length of time that the agent is signed on to the agent group.


Avail Percent The percentage of time that the agent was available to take ACD calls, versus the time that the agent was signed on.


Unavail Percent The percentage of time that the agent was in the unavailable state, versus the time that the agent was signed on.


MMMM

MMMM




Talk Time Percent The percentage of time the agent was on ACD calls, calls related by consultation, conference, or transfer, versus the time the agent was signed on.


Wrap Up Percent The percentage of time that the agent spent in wrap-up sessions following ACD calls, versus the time that the agent was signed on.



Hold Percent The percentage of time that the agent kept a called/calling party on hold and was not involved in any type of consultation, versus the time that the agent was signed on.


Consult Percent The percentage of time that the agent was occupied with consultation, versus the time that the agent was signed on.


Conf Percent The percentage of time that the agent was occupied with conference calls, versus the time that the agent was signed on.


Work Percent The percentage of time that the agent was in work sessions, versus the length of time the agent was signed on.


MMMM MMMM

Team Reports




The percentage of time that the agent spent on internal or external calls handled by the agent, versus the length of time that the agent was signed on.

The time excludes placed or received calls dealing with consultation, conference or transfer.

PcntDurCallsNon AcdNew

100 * DurCallsNonAcdNew / DurSessionsOnLine

Other Percent The percentage of time that the agent was signed on but not in any of the other states as listed above, versus the length of time that the agent was signed on.


MMMM

MMMM



Report


MMMM MMMM

Team Reports


Call Volume Report – Bar Graph, Team, Agent

Report Details


Detail Description

Report Template Name Call Volume Report - Bar Graph, Team, Agent

Template Filename ASANDY_GRBAgentCallVolume.rpt

Report Type Team


Report Name Agent Call Volume Report

Agent Call Volume Report Columns




AgentName None

ACD Total number of ACD calls directed to the agent or calls related by consultation, conference, or transfer.

CallCustomer CallsAnsw + CallsInternalReceived − CallsInternalReceivedNew

Outgoing The number of external calls placed by the agent (excluding calls for consultation) to establish a conference or to initiate a transfer.


MMMM

MMMM




Incoming The count of external non-ACD type calls received and answered by the agent from an external party that originated with the agent’s DIRN.


Internal The total number of internal calls handled by the agent excluding placed or received calls dealing with consultation, conference, or transfer.

CallsInternalNew CallsInternalReceivedNew + CallsInternalPlacedNew

MMMM MMMM

Team Reports


Report


MMMM

MMMM



Percent Time Allocated – Bar Graph, Team, Agent

Report Details


Detail Description

Report Template Name Percent Time Allocated - Bar Graph, Team, Agent

Template Filename ASANDY_GRBPercentTimeAllocated.rpt

Report Type Team


Report Name Agent Percent Time Allocated Report

Agent Percent Time Allocated Report Columns



Agent Name The name appearing in the switch database that is associated with the Agent ID.

AgentName None

Work and Wrap The percentage of time the agent spent in the switch-initiated wrap state following ACD calls, or in the agent initiated work state, versus the length of time the agent was signed on.

Only the portions of each work or wrap session where the agent was not using the phone is included in the calculation.

PcntWorkAndWrapUp 100 * (DurSessionsWork + DurSessionsWrapUp) / DurSessionsOnline

MMMM MMMM

Team Reports



Outgoing The percentage of time agents spent on external calls they placed (excluding calls for consultation) or to establish a conference or initiate a transfer, versus the length of time the agent was signed on.

PcntDurCallsExternal PlacedNew

100 * DurCallsExternalPlacedNew / DurSessionsOnline

Incoming The percent of time the agent spent on calls that were placed to the agent’s DIRN versus the length of time the agent was signed on.

PcntExternalReceived 100 * DurCallsExternalReceived / DurSessionsOnline

Internal The percentage of time the agent spent on internal calls handled by the agent (excluding placed or received calls dealing with consultation, conference, or transfer) versus the length of time the agent was signed on.

PcntDurCallsInternal New

100 * DurCallsInternalNew / DurSessionsOnline

MMMM

MMMM



Report


MMMM MMMM

Team Reports


Time Allocated – Bar Graph, Team, Agent

Report Details


Detail Description

Report Template Name Time Allocated - Bar Graph, Team, Agent

Template Filename ASANDY_GRBTimeAllocated.rpt

Report Type Team


Report Name Agent Time Allocated Report

Agent Time Allocated Report Columns




AgentName None.

ACD The total length of time the agent spent handling each call routed to the agent through a call guide. Elapsed time for each call is measured from the time the call is answered by the agent until either party disconnects the call.

DurCallsAnsw DurCallsAnswPriACD + DurCallsAnswOverACD + DurCallsAnswPriCTI + DurCallsAnswOverCTI

MMMM

MMMM




Work and Wrap The amount of time the agent spent in switch-initiated wrap sessions following calls routed to the agent through a call guide, or in agent initiated work sessions. Only the portions of each work or wrap session where the agent was NOT using the phone is included in the calculation.

WorkAndWrapUp

Outgoing Duration of talk time that the agent has been connected to external calls placed by the agent. This talk time begins when the call is first established (answered) by the other party and ends when this agent is disconnected. It includes any hold time, consultation talk time, or conference talk time.

DurCallsExternalPlaced None.

Incoming Duration of talk time that the agent has been connected to non-ACD type calls received from an external party. This talk time begins when the call is first established (answered) by the agent and ends when this agent is disconnected. It includes any hold time, consultation talk time, or conference talk time.

DurCallsExternalReceived None.

Internal The total length of all internal calls handled by the agent.

DurCallsInternal DurCallsInternalPlaced + DurCallsInternalReceived

MMMM MMMM

Team Reports


Report


.

MMMM

MMMM



Chapter 4 Agent Group Reports

Agent Group Calls Abandoned Report, Agent Group

Report Details


Detail Description

Report Template Name Agent Group Calls Abandoned Report, Agent Group

Template Filename AGAG_AgentGroupCallsAbandoned.rpt

Report Type Agent Group


Report Name Agent Group Calls Abandoned Summary Report

MMMM MMMM

Agent Group Reports

82 2506-003 – EADS TELECOM North America

Agent Group Calls Abandoned Report Columns



≤ (Less than or equal to first threshold range in seconds)

The count of ACD calls abandoned by the calling party before the agent answers within (less than or equal to) the first threshold range (queue time + ring time), but greater than the short abandoned threshold.

CallsAbandRange1 None

≤ (Less than or equal to second threshold range in seconds)

The count of ACD calls abandoned by the calling party before the agent answers within (less than or equal to) the second threshold range (queue time + ring time), but greater than the first threshold range.


≤ (Less than or equal to third threshold range in seconds)

The count of ACD calls abandoned by the calling party before the agent answers within (less than or equal to) the third threshold range (queue time + ring time), but greater than the second threshold range.


≤ (Less than or equal to fourth threshold range in seconds)

The count of ACD calls abandoned by the calling party before the agent answers within (less than or equal to) the fourth threshold range (queue time + ring time), but greater than the third threshold range.


≤ (Less than or equal to fifth threshold range in seconds)

The count of ACD calls abandoned by the calling party before the agent answers within (less than or equal to) the fifth threshold range (queue time + ring time), but greater than the fourth threshold range.


MMMM

MMMM




≤ (Less than or equal to sixth threshold range

in seconds)

The count of ACD calls abandoned by the calling party before the agent answers within (less than or equal to) the sixth threshold range (queue time + ring time), but greater than the fifth threshold range.


≤ (Less than or equal to seventh threshold range

in seconds)

The count of ACD calls abandoned by the calling party before the agent answers within (less than or equal to) the seventh threshold range (queue time + ring time), but greater than the sixth threshold range.


≤ (Less than or equal to eighth threshold range in seconds)

The count of ACD calls abandoned by the calling party before the agent answers within (less than or equal to) the eighth threshold range (queue time + ring time), but greater than the seventh threshold range.


≤ (Less than or equal to ninth threshold range in seconds)

The count of ACD calls abandoned by the calling party before the agent answers within (less than or equal to) the ninth threshold range (queue time + ring time), but greater than the eighth threshold range.


> (Greater than the ninth threshold range in seconds)

The count of ACD calls abandoned by the calling party before the agent answers after (greater than) the last (ninth) threshold range (queue time + ring time).

CallsAbandRangeX None

MMMM MMMM

Agent Group Reports


Report


MMMM

MMMM



Agent Group Calls Abandoned Report, Agent Group, Day

Report Details


Detail Description

Report Template Name Agent Group Calls Abandoned Report, Agent Group, Day

Template Filename AGAGDY_AgentGroupCallsAbandoned.rpt



Report Name Agent Group Calls Abandoned Daily Report

Agent Group Calls Abandoned Report Columns









MMMM MMMM

Agent Group Reports












≤ (Less than or equal to sixth threshold range in seconds)



≤ (Less than or equal to seventh threshold range in seconds)






MMMM

MMMM










MMMM MMMM

Agent Group Reports


Report


MMMM

MMMM



Agent Group Calls Abandoned Report, Agent Group, Day, Interval

Report Details


Detail Description

Report Template Name Agent Group Calls Abandoned Report, Agent Group, Day, Interval

Template Filename AGAGDYIN_AgentGroupCallsAbandoned.rpt



Report Name Agent Group Calls Abandoned Interval Report

Agent Group Calls Abandoned Report Column Descriptions












MMMM MMMM

Agent Group Reports


















MMMM

MMMM










MMMM MMMM

Agent Group Reports


Report


MMMM

MMMM



Agent Group Calls Answered Report, Agent Group

Report Details


Detail Description

Report Template Name Agent Group Calls Answered Report, Agent Group

Template Filename AGAG_AgentGroupCallsAnswered.rpt



Report Name Agent Group Calls Answered Summary Report

Agent Group Calls Answered Report Column Descriptions




The count of ACD calls that were answered by an agent within (less than or equal to) the first threshold range (queue time + ring time).

CallsAnswRange1 None


The count of ACD that were answered by an agent within (less than or equal to) the second threshold range (queue time + ring time), but greater than the first threshold range.



The count of ACD that were answered by the agent within (less than or equal to) the third threshold range (queue time + ring time), but greater than the second threshold range.


MMMM MMMM

Agent Group Reports




The count of ACD that were answered by an agent within (less than or equal to) the fourth threshold range (queue time + ring time), but greater than the third threshold range.



The count of ACD that were answered by an agent within (less than or equal to) the fifth threshold range (queue time + ring time), but greater than the fourth threshold range.



The count of ACD that were answered by an agent within (less than or equal to) the sixth threshold range (queue time + ring time), but greater than the fifth threshold range.



The count of ACD that were answered by an agent within (less than or equal to) the seventh threshold range (queue time + ring time), but greater than the sixth threshold range.



The count of ACD that were answered by an agent within (less than or equal to) the eighth threshold range (queue time + ring time), but greater than the seventh threshold range.



The count of ACD that were answered by an agent within (less than or equal to) the ninth threshold range (queue time + ring time), but greater than the eighth threshold range.



The count of ACD that were answered by an agent after (greater than) the last (ninth) threshold range (queue time + ring time).

CallsAnswRangeX None

MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Agent Group Calls Answered Report, Agent Group, Day

Report Details


Detail Description

Report Template Name Agent Group Calls Answered Report, Agent Group, Day

Template Filename AGAGDY_AgentGroupCallsAnswered.rpt



Report Name Agent Group Calls Answered Daily Report

Agent Group Calls Answered Report Column Descriptions




The count of ACD calls answered by an agent within (less than or equal to) the first threshold range (queue time + ring time).



The count of ACD calls answered by an agent within (less than or equal to) the second threshold range (queue time + ring time), but greater than the first threshold range.



The count of ACD calls answered by an agent within (less than or equal to) the third threshold range (queue time + ring time), but greater than the second threshold range.


MMMM

MMMM





The count of ACD calls answered by an agent within (less than or equal to) the fourth threshold range (queue time + ring time), but greater than the third threshold range.



The count of ACD calls answered by an agent within (less than or equal to) the fifth threshold range (queue time + ring time), but greater than the fourth threshold range.



The count of ACD calls answered by an agent within (less than or equal to) the sixth threshold range (queue time + ring time), but greater than the fifth threshold range.



The count of ACD calls answered by an agent within (less than or equal to) the seventh threshold range (queue time + ring time), but greater than the sixth threshold range.



The count of ACD calls answered by an agent within (less than or equal to) the eighth threshold range (queue time + ring time), but greater than the seventh threshold range.



The count of ACD calls answered by an agent within (less than or equal to) the ninth threshold range (queue time + ring time), but greater than the eighth threshold range.



The count of ACD calls answered by an agent after (greater than) the last (ninth) threshold range (queue time + ring time).


MMMM MMMM

Agent Group Reports


Report


MMMM

MMMM



Agent Group Calls Answered Report, Agent Group, Day, Interval

Report Details


Detail Description

Report Template Name Agent Group Calls Answered Report, Agent Group, Day, Interval

Template Filename AGAGDYIN_AgentGroupCallsAnswered.rpt



Report Name Agent Group Calls Answered Interval Report

Agent Group Calls Answered Interval Report Columns












MMMM MMMM

Agent Group Reports







The count of ACD calls answered by an agent within (less than or equal to) the fifth threshold range (queue time + ring time), but greater than the fourth threshold range.






The count of ACD calls answered by an agent within (less than or equal to) the seventh threshold range (queue time + ring time), but greater than the sixth threshold range.











MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Agent Group Information Report, Agent Group

Report Details


Detail Description

Report Template Name Agent Group Information Report, Agent Group

Template Filename AGAG_SummaryInfo.rpt



Report Name Agent Group Information Summary Report

Agent Group Information Summary Column Descriptions



ACD Calls Total number of calls directed to agent group members thru a call guide or calls related to such a call by consultation, conference, or transfer.


Avg ACD Talk Time

The average length of time that agent group members were occupied with each call directed to an agent thru a call guide or a call related to such a call by consultation, conference, or transfer.


Avg After Call Wrap

Average length of time agent group members spent in wrap-up and did not use the phone for all calls.


MMMM

MMMM




Avg Call And Wrap

The average length of time agent group members were occupied with calls directed to an agent thru a call guide or calls related to such a call by consultation, conference, or transfer, plus the time the agent spent in wrap-up following termination of calls that were directed to the agent thru a call guide. The wrap time does not include the amount of time the agent might have spent on the phone during the wrap session.

AvgTalkAndWrapUpTime


Outgoing Calls The number of calls placed by members of the agent group to external parties where the calls were not for consultation, conference, or transfer.

CallsExternal PlacedNew

CallsExternalPlaced − CallsConstExternalPlaced

Avg Out Talk Time

The average length of each call placed by members of the call type to external parties where the calls were not for consultation, conference, or transfer.

AvgDurCallsExternalPlacedNew


Incoming Calls The count of external calls received and answered by an agent group member. The calls were from an external party that placed each call directly to an agent group member by dialing the agent’s DIRN.

CallsExternalReceived None.

Avg In Talk Time

The average duration of talk time for external calls received and answered by an agent group member. The calls were from an external party that placed each call directly to an agent group member by dialing the agent’s DIRN. This talk time begins when the call is first established (answered) by an agent and ends when the agent is disconnected. It includes any hold time, consultation talk time, or conference talk time.


MMMM MMMM

Agent Group Reports



% Dur Work The percentage of time members of the agent group were in a work session and not on the phone versus the time the members were signed on.

PcntInWork 100 * DurSessionsWork / DurSessionsOnline

% ACD Time The percentage of time agent group members were occupied with a call directed to an agent thru a call guide or a call related to such a call by consultation, conference, or transfer versus the time the agent was signed on.


Signed On Duration of sessions where members of the agent group are signed on with the ACD. This duration ends for an agent when a signed on agent signs off. Normally an agent signs off manually. However, if the agent does NOT answer ACD routed calls within a pre-defined threshold, the switch may automatically sign off the agent.

DurSessions Online

None.

MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Agent Group Information Report, Agent Group, Day

Report Details


Detail Description

Report Template Name Agent Group Information Report, Agent Group, Day

Template Filename AGAGDY_SummaryInfo.rpt



Report Name Agent Group Information Daily Report

Agent Group Information Daily Report Columns





Avg ACD Talk Time



Avg After Call Wrap



MMMM

MMMM




Avg Call And Wrap







Avg Out Talk Time


AvgDurCallsExternal PlacedNew



CallsExternalReceived None.

Avg In Talk Time



MMMM MMMM

Agent Group Reports








DurSessions Online

None

MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Agent Group Information Report, Agent Group, Day, Interval

Report Details


Detail Description

Report Template Name Agent Group Information Report, Agent Group, Day, Interval

Template Filename AGAGDYIN_SummaryInfo.rpt



Report Name Agent Group Information Interval Report

Agent Group Information Summary Column Descriptions





Avg ACD Talk Time



MMMM

MMMM




Avg After Call Wrap



Avg Call And Wrap


AvgTalkAndWrapUpTime TalkAndWrapUpTime / CallsCustomer




Avg Out Talk Time






MMMM MMMM

Agent Group Reports



Avg In Talk Time







MMMM

MMMM





DurSessions Online

None

MMMM MMMM

Agent Group Reports


Report


MMMM

MMMM



Agent Group Sign On/Off Report, Agent Group, Agent

Report Details


Detail Description

Report Template Name Agent Group Sign On/Off Report, Agent Group, Agent

Template Filename ASAGAN_SignOnOff.rpt



Report Name Agent Group Sign On/Off by Agent Report

Agent Group Sign On/Off by Agent Report Columns



Date The date and time the agent signed on and data collection for the associated signed on session began. This item appears only in the agent session statistics database table.

None

Sign On Time The date and time the agent signed on and data collection for the associated signed on session began. This item appears only in the agent session statistics database table.

SignOnTime None

MMMM MMMM

Agent Group Reports



Sign Off Time The date and time the agent signed off and data collection for the associated signed on session ended. This item appears only in the agent session statistics database table.

SignOffTime None

Duration Online The length of time an agent is online.


Duration Offline

The length of time an agent is offline.

SignOnTime (from next record) –SignOffTime (from current record)*

SignOnTime (from next record) – SignOffTime (from current record)*

MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Agent Performance Report, Agent Group, Agent

Report Details


Detail Description

Report Template Name Agent Performance Report, Agent Group, Agent

Template Filename ASAGAN_SummaryInfo.rpt



Report Name Agent Performance Report

Agent Performance Report Columns




AgentName None

ACD Calls Total number of ACD calls directed to the agent, or calls related by consultation, conference, or transfer.


Avg ACD Talk Time The average length of time the agent spent on an ACD call or a call related by consultation, conference, or transfer.


MMMM

MMMM




Avg After Call Wrap The average length of time the agent spent in the switch-initiated wrap state following ACD calls. The wrap time does not include the amount of time the agent might have spent on the phone while in the wrap state.


Avg Handle Time The average length of time that the agent was occupied with ACD calls or calls associated with those calls, plus the wrap time after the call. The wrap time does not include any time that the agent might have spent on the phone.

AvgTalkAndWrapUpTime TalkAndWrapUpTime / CallsCustomer

External In/Out The total number of extewrnal calls handled by the agent excluding calls made for consultation, transfer, or conference.

CallsExternalNew CallsExternalReceived + CallsExternalPlacedNew

Avg External Talk Time

The average length of external calls handled by the agent excluding calls for consultation, transfer, or conference.

AvgDurCallsExteralNew DurCallsExternalNew / CallsExternalNew

Internal In/Out The count of internal calls handled by the agent excluding placed or received calls dealing with consultation, conference, or transfer.

CallsInternalNew CallsInternalReceivedNew + CallsInternalPlacedNew

Avg Internal Talk Time

The average length of calls of internal calls handled by the agent excluding those placed or received dealing with consultation, conference, or transfer.

AvgDurCallsInternalNew DurCallsInternalNew / CallsInternalNew

MMMM MMMM

Agent Group Reports



Percent ACD Time The percentage of time that the agent was occupied with ACD calls or calls related to ACD calls by consultation, conference, or transfer, versus the time that the agent has been signed on to the agent group.


Total Online Duration Duration of sessions where the agent is signed on to the agent group.


MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Allocation of Time, Agent Group

Report Details


Detail Description

Report Template Name Allocation of Time, Agent Group

Template Filename ASAG_TimeAllocationData.rpt



Report Name Agent Group Allocation of Time

Agent Group Allocation of Time Columns



Agent Group Name The name appearing in the switch database that is associated with the Agent Group DIRN.

AgentName None

Signed On The duration of time that members of the agent group are signed on.

DurSessions Online

None

Avail The duration of time that the agent was in the Available state.


Unavail The duration of time that the agent was in the Unavailable state because of a reason code.


Work The duration of time that the agent was in the manually generated Work state.


MMMM

MMMM




Talk Time The length of time that agents were occupied with ACD calls or calls related to such a call by consultation, conference, or transfer.


Wrap Time The lengths of time that agents spent in the automatic Wrap state and were not using the phone for any other calls.

DurSessionsWrapUp DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti

Hold The length of time that agents kept calls on hold and were not involved in any type of consultation.


Consult The length of consultation calls placed or received by members of the agent group. The duration includes calls placed purely for consultation as well as announcements prior to conference or transfers.


Conf The length of time that agents were involved with conference calls.


Non-ACD Calls The length of internal and external calls handled by the agent excluding placed or received calls dealing with consultation, conference, or transfer.

DurCallsNonAcdNew DurCallsExternalReceived + DurCallsExternalPlacedNew + DurCallsInternalReceivedNew + DurCallsInternalPlacedNew

Other The length of time members of the agent group were signed on but were not in either the available or unavailable states, servicing a customer call, on a non-ACD/CTI phone call (one that was not placed for consultation, conference, or transfer), and in a work or wrap-up session.

OtherTime DurSessionsOnline − DurSessionsAvail − DurSessionsUnavail − DurCallsCustomer − DurCallsNonAcdNew − DurSessionsWrapUp − DurSessionsWork

MMMM MMMM

Agent Group Reports


Report


MMMM

MMMM



Allocation of Time, Agent Group, Agent

Report Details


Detail Description

Report Template Name Allocation of Time, Agent Group, Agent

Template Filename ASAGAN_TimeAllocationData.rpt



Report Name Agent Group Agent Allocation of Time

Reference Number 13AG

Agent Group Allocation of Time Columns



Agent Group Name The name appearing in the switch database that is associated with the Agent Group DIRN.

AgentName None

Signed On The duration of time that members of the agent group are signed on.

DurSessions Online

None

Avail The duration of time that the agent was in the Available state.


Unavail The duration of time that the agent was in the Unavailable state because of a reason code.


MMMM MMMM

Agent Group Reports



Work The duration of time that the agent was in the manually generated Work state.


Talk Time The length of time that agents were occupied with ACD calls or calls related to such a call by consultation, conference, or transfer.


Wrap Time The lengths of time that agents spent in the automatic Wrap state and were not using the phone for any other calls.

DurSessionsWrapUp DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti

Hold The length of time that agents kept calls on hold and were not involved in any type of consultation.


Consult The length of consultation calls placed or received by members of the agent group. The duration includes calls placed purely for consultation as well as announcements prior to conference or transfers.


Conf The length of time that agents were involved with conference calls.


MMMM

MMMM




Non-ACD Calls The length of calls that agents spent on internal or external calls, but not those calls used in consultation, conference, or transfer.

DurCallsNonAcdNew DurCallsExternalReceived + DurCallsExternalPlacedNew + DurCallsInternalReceivedNew + DurCallsInternalPlacedNew

Other The length of time members that agents were signed on but were not in either the available or unavailable states, servicing a customer call, on a non-ACD/CTI phone call (one that was not placed for consultation, conference, or transfer), and in a work or wrap-up session.

OtherTime DurSessionsOnline − DurSessionsAvail − DurSessionsUnavail − DurCallsCustomer − DurCallsNonAcdNew − DurSessionsWrapUp − DurSessionsWork

MMMM MMMM

Agent Group Reports


Report


MMMM

MMMM



Average Allocation of Time, Agent Group

Report Details


Detail Description

Report Template Name Average Allocation of Time, Agent Group

Template Filename ASAG_TimeAllocationAvg.rpt



Report Name Agent Group Average Allocation of Time

Agent Group Average Allocation of Time Columns




AgentName None.

Signed On The duration of time that the agent was signed on.


Avg Avail The average length of time that members of the agent group were in the Available state.


Avg Unavail The average length of each time that agent group members were in the Unavailable state.


MMMM MMMM

Agent Group Reports



Avg Talk Time

The average length of time that agent group members were occupied with ACD calls or calls related to such a call by consultation, conference, or transfer.


Avg Wrap Time

The average length of time that agent group members spent in the Wrap-Up state, and did not use the phone for all calls.


Avg Hold The average length of time that agent group members kept a call on hold and were not involved in any type of consultation.


Avg Consult The average length of consultation calls placed or received by members of the agent group. Included are calls placed purely for consultation as well as announcements prior to conference or transfers.


Avg Conf The average length of conference calls handled by members of the agent group.


Avg Work Average length of time that agent group members were in the Work state.


Avg Non-ACD Calls


AvgDurCallsNonAcdNew DurCallsNonAcdNew / CallsNonAcdNew

MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Average Allocation of Time, Agent Group, Agent

Report Details


Detail Description

Report Template Name Average Allocation of Time, Agent Group, Agent

Template Filename ASAGAN_TimeAllocationAvg



Report Name Agent Group Average Agent Allocation of Time

Agent Group Average Allocation of Time Columns




AgentName None.

Signed On The duration of time that the agent was signed on.


Avg Avail The average length of time that members of the agent group were in the Available state waiting to take ACD calls.


Avg Unavail The average length of time that members of the agent group spent in the Unavailable state.


MMMM

MMMM




Avg Talk Time

The average length of time that agent group members were occupied on ACD calls or calls related to such a call by consultation, conference, or transfer.


Avg Wrap Time

The average length of time that agent group members spent in the Wrap-up state and did not use the phone for all calls.


Avg Hold The average length of time that agent group members kept a call on hold and were not involved in any type of consultation.


Avg Consult The average length of consultation calls placed or received by members of the agent group. Included are calls placed purely for consultation as well as announcements prior to conference or transfers.


Avg Conf The average length of conference calls handled by members of the agent group.


Avg Work Average length of time the agent was in the Work state.


Avg Non-ACD Calls


AvgDurCallsNonAcdNew DurCallsNonAcdNew / CallsNonAcdNew

MMMM MMMM

Agent Group Reports


Report


MMMM

MMMM



Min Max Average, Agent Group, Day, Interval

Report Details


Detail Description

Report Template Name Min Max Average, Agent Group, Day, Interval

Template Filename AGAGDYIN_MinMaxAvg.rpt



Report Name Agent Group Min Max Agent Average Report

Agent Group Min Max Agent Average



Date Ending date for this interval.

IntervalEnd None

Time Interval Beginning/Ending time for this interval.

None None

Max Agents On-Line The largest count of agents signed on in the agent group reached during the current flush interval.

MaximumAgentsSignedOn None

MMMM MMMM

Agent Group Reports



Min Agents On-Line The smallest count of agents signed on in the agent group reached during the current flush interval.

MinimumAgentsSignedOn None

Avg Agents On-Line Average number of agents signed on for the interval period defined by the Call Center.

DurSessionsOnline / (Ending Time – Beginning Time)

MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Percent Allocation of Time, Agent Group

Report Details


Detail Description

Report Template Name Percent Allocation of Time, Agent Group

Template Filename ASAG_TimeAllocationPercent.rpt



Report Name Agent Group Percent Allocation of Time

Agent Group Percent Allocation of Time Columns




AgentName None

Signed On The duration of time that members of the agent group were signed on.


Avail Percent The percentage of time that agent group members were in the Available state waiting to take another ACD call, versus the time the agents were signed on.


MMMM

MMMM




Unavail Percent The percentage of time that members of the agent group were in the Unavailable state, versus the length of time that the members were signed on.


Talk Time Percent

The percentage of time that agent group members were occupied with ACD calls or calls related to such a call by consultation, conference, or transfer versus the time the agent was signed on.


Wrap Up Percent The percentage of time the agent group members spent in wrap-up and were not using the phone for calls or in agent initiated work sessions, versus the total length of time that they were signed on.


Hold Percent The percentage of time that agent group members kept a call on hold and were not involved in any type of consultation, versus the time that they were signed on during the interval.


Consult Percent The percentage of time that agent group members spent on consultation calls placed or received by them, versus the length of time agent group members were signed on during the interval. Included are calls placed purely for consultation as well as announcements prior to conference or transfers.


MMMM MMMM

Agent Group Reports



Conf Percent The percentage of time that the agent group members spent on conference calls, versus the length of time that they were signed on.


Work Percent The percentage of time the agent group members were in the Work state, versus the length of time the agent was signed on.



The percentage of time that agents spent on internal or external calls and were not for consultation, conference, or transfer, versus the time that the agents were signed on.

PcntDurCallsNonAcdNew 100 * DurCallsNonAcdNew / DurSessionsOnLine

Other Percent The percentage of time agents were signed on but were not in either the available or unavailable states, servicing a customer call, on a non-ACD/CTI phone call (one that was not placed for consultation, conference, or transfer), and in a work or wrap-up session versus the length of time members of the agent group were signed on.


MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Percent Allocation of Time, Agent Group, Agent

Report Details


Detail Description

Report Template Name Percent Allocation of Time, Agent Group, Agent

Template Filename ASAGAN_TimeAllocationPercent.rpt



Report Name Agent Group Percent Agent Allocation of Time

Agent Group Percent Allocation of Time Columns




AgentName None

Signed On The duration of time that members of the agent group were signed on.


Avail Percent The percentage of time that agent group members were in the Available state waiting to take another ACD call, versus the time the agents were signed on.


MMMM

MMMM




Unavail Percent The percentage of time that members of the agent group were in the Unavailable state, versus the length of time that the members were signed on.


Talk Time Percent

The percentage of time that agent group members were occupied with ACD calls or calls related to such a call by consultation, conference, or transfer versus the time the agent was signed on.


Wrap Up Percent The percentage of time the agent group members spent in wrap-up and were not using the phone for calls or in agent initiated work sessions, versus the total length of time that they were signed on.


Hold Percent The percentage of time that agent group members kept a call on hold and were not involved in any type of consultation, versus the time that they were signed on during the interval.


Consult Percent The percentage of time that agent group members spent on consultation calls placed or received by them, versus the length of time agent group members were signed on during the interval. Included are calls placed purely for consultation as well as announcements prior to conference or transfers.


MMMM MMMM

Agent Group Reports



Conf Percent The percentage of time that the agent group members spent on conference calls, versus the length of time that they were signed on.


Work Percent The percentage of time the agent group members were in the Work state, versus the length of time the agent was signed on.



The percentage of time that agents spent on internal or external calls and were not for consultation, conference, or transfer, versus the time that the agents were signed on.

PcntDurCallsNonAcdNew 100 * DurCallsNonAcdNew / DurSessionsOnLine

Other Percent The percentage of time agents were signed on but were not in either the available or unavailable states, servicing a customer call, on a non-ACD/CTI phone call (one that was not placed for consultation, conference, or transfer), and in a work or wrap-up session versus the length of time members of the agent group were signed on.


MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Average Queue Duration – Line Graph, Agent Group, Day

Report Details


Detail Description

Report Template Name Average Queue Duration - Line Graph, Agent Group, Day

Template Filename AGAGDY_GRLAvgQueDur.rpt



Report Name Agent Group Average Queue Duration Monthly Report

Agent Group Average Queue Duration Monthly Report Columns

These are the field descriptions for this report.


Average Queue Time (in seconds)

The average time that a call routed to the agent group through a call guide and answered by its members was in queue.

AvgQDur QDurCallsAnsw / CallsAnsw

Date The date and time data collection for the associated data values ended. Data is collected up to, but not including, the time specified.

IntervalEnd None.

MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Average Queue Duration – Line Graph, Agent Group, Day, Interval

Report Details


Detail Description

Report Template Name Average Queue Duration- Line Graph, Agent Group, Day, Interval

Template Filename AGAGDYIN_GRLAvgQueDur.rpt



Report Name Agent Group Average Queue Duration Interval Report

Agent Group Average Queue Duration Interval Report Columns






Time Interval The date and time data collection for the associated data values ended. Data is collected up to, but not including, the time specified.

IntervalEnd None.

MMMM

MMMM



Report


MMMM MMMM

Agent Group Reports


Average Queue Duration – Line Graph, Agent Group, Day, Interval

Report Details


Detail Description

Report Template Name Average Queue Duration- Line Graph, Agent Group, Day, Interval

Template Filename AGAGDYIN_GRLAvgQueDur.rpt



Report Name Agent Group Average Queue Duration Interval Report

Agent Group Average Queue Duration Interval Report Columns







IntervalEnd None.

MMMM

MMMM



Report


MMMM

MMMM



Chapter 5 Call Type Reports

Call Type Specific Report, Call Type

Report Details


Detail Description

Report Template Name Call Type Specific Report, Call Type

Template Filename CTCT_SpecificInfo.rpt

Report Type Call Type


Report Name Call Type Specific Summary Report

MMMM MMMM

Call Type Reports


Call Type Specific Summary Report Columns


Field Name Description Statistic Name Statistic Formula

Total Calls Offered The total number of calls offered to the call type. Included are calls that are queued as well as calls deflected from the call type due to violation of the switch’s threshold setting for the queue depth or queue time.

CallsOffered CallsQ + CallsDeflected - CallsAbandShort

Total Calls Answd The count of calls processed through the call guide and answered by agents selected by the ACD.

CallsAnsw CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti

Total Calls Aband The total number of calls abandoned from the call type during the current interval.

CallsAband CallsAbandWithinThres + CallsAbandAfterThres

Total Calls Deflected The total number of calls offered to the call guide that could not be accepted.

CallsDeflected CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth

Avg Time In Queue The average duration of time calls, offered and successfully accepted by the call guide, were in the call guide queue without an agent being selected by the ACD.

AvgTimeInQ QDurCallsQ / CallsQ

Avg Speed of Answ The average length of time that elapsed between the time that a call was offered to the call type and an agent picked up the call.

AvgSpeedOfAnsw (QDurCallsAnsw + DurRingTimeAnsw) / CallsAnsw

MMMM

MMMM




Avg Talk Time The average amount of time agents spent on the phone handling calls from this call type during the interval.


Service Level Percent The percentage of calls handled by the call type that were answered within the answer threshold assigned to the call type.

ServiceLevel 100 * CallsAnswWithinThres / (CallsAnswAll + CallsAband + CallsAbortNoAgentsCti)

MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Call Type Specific Report, Call Type, Day

Report Details


Detail Description

Report Template Name Call Type Specific Report, Call Type, Day

Template Filename CTCTDY_SpecificInfo.rpt



Report Name Call Type Specific Daily Report

Reference Number 11CT

Call Type Specific Daily Report Columns









MMMM MMMM

Call Type Reports













MMMM

MMMM



Report


MMMM MMMM

Call Type Reports


Call Type Specific Report, Call Type, Day, Interval

Report Details


Detail Description

Report Template Name Call Type Specific Report, Call Type, Day, Interval

Template Filename CTCTDYIN_SpecificInfo.rpt



Report Name Call Type Specific Interval Report

Call Type Specific Interval Report Columns







MMMM

MMMM
















MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Call Type Calls Abandoned Report, Call Type

Report Details


Detail Description

Report Template Name Call Type Calls Abandoned Report, Call Type

Template Filename CTCT_CallTypeCallsAbandoned.rpt



Report Name Call Type Calls Abandoned Summary Report

Call Type Calls Abandoned Summary Report Columns









MMMM MMMM

Call Type Reports


















MMMM

MMMM













MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Call Type Calls Abandoned Report, Call Type, Day

Report Details


Detail Description

Report Template Name Call Type Calls Abandoned Report, Call Type, Day

Template Filename CTCTDY_CallTypeCallsAbandoned.rpt



Report Name Call Type Calls Abandoned Daily Report

Call Type Calls Abandoned Daily Report Columns









MMMM MMMM

Call Type Reports


















MMMM

MMMM













MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Call Type Calls Abandoned Report, Call Type, Day, Interval

Report Details


Detail Description

Report Template Name Call Type Calls Abandoned Report, Call Type, Day, Interval

Template Filename CTCTDYIN_CallTypeCallsAbandoned.rpt



Report Name Call Type Calls Abandoned Interval Report

Call Type Calls Abandoned Interval Report Columns









MMMM MMMM

Call Type Reports


















MMMM

MMMM













MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Call Type Calls Answered Report, Call Type

Report Details


Detail Description

Report Template Name Call Type Calls Answered Report, Call Type

Template Filename CTCT_CallTypeCallsAnswered.rpt



Report Name Call Type Calls Answered Summary Report


Call Type Calls Answered Summary Report Columns









MMMM MMMM

Call Type Reports










The count of ACD calls answered by an agent within (less than or equal to) the fifth threshold range (queue time + ring time, but greater than the fourth threshold range.






The count of ACD calls answered by an agent within (less than or equal to) the seventh threshold range (call queue time + ring time), but greater than the sixth threshold range.





MMMM

MMMM









CallAnswRangeX None

MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Call Type Calls Answered Report, Call Type, Day

Report Details


Detail Description

Report Template Name Call Type Calls Answered Report, Call Type, Day

Template Filename CTCTDY_CallTypeCallsAnswered.rpt



Report Name Call Type Calls Answered Daily Report

Call Type Calls Answered Daily Report Columns









MMMM MMMM

Call Type Reports





















MMMM

MMMM









CallAnswRangeX None

MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Call Type Calls Answered Report, Call Type, Day, Interval

Report Details


Detail Description

Report Template Name Call Type Calls Answered Report, Call Type, Day, Interval

Template Filename CTCTDYIN_CallTypeCallsAnswered.rpt



Report Name Call Type Calls Answered Interval Report

Call Type Calls Answered Interval Report Columns









MMMM MMMM

Call Type Reports





















MMMM

MMMM









CallAnswRangeX None

MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Call Volume Report – Bar Graph, Call Type, Day

Report Details


Detail Description

Report Template Name Call Volume Report - Bar Graph, Call Type, Day

Template Filename CTCTDY_GRBCallVolume.rpt



Report Name Call Type Call Volume Monthly Report

Call Type Call Volume Monthly Bar Graph Report Columns



Offered The total number of calls offered to the call type. Included are calls that are queued as well as calls deflected from the call type due to violation of the switch’s threshold setting for the queue depth or queue time.


Answered The count of calls processed through the call guide and answered by agents selected by the ACD.

CallsAnsw CallsAnswPriACD + CallsAnswOverACD + CallsAnswPriCTI + CallsAnswOverCTI

Abandoned The total number of calls abandoned from the call type during the current interval.


MMMM MMMM

Call Type Reports



Deflected The total number of calls offered to the call guide that could not be accepted.


MMMM

MMMM



Report


MMMM MMMM

Call Type Reports


Call Volume Report – Bar Graph, Call Type, Day, Interval

Report Details


Detail Description

Report Template Name Call Volume Report - Bar Graph, Call Type, Day, Interval

Template Filename CTCTDYIN_GRBCallVolume.rpt



Report Name Call Type Call Volume Interval Report

Call Type Call Volume Interval Bar Graph Columns



Offered The total number of calls offered to the call type. Included are calls that are queued as well as calls deflected from the call type due to violation of the switch’s threshold setting for the queue depth or queue time.


Answered The count of calls processed through the call guide and answered by agents selected by the ACD.

CallsAnsw CallsAnswPriACD + CallsAnswOverACD + CallsAnswPriCTI + CallsAnswOverCTI

Abandoned The total number of calls abandoned from the call type during the current interval.


MMMM

MMMM




Deflected The total number of calls offered to the call guide that could not be accepted.


MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Service Level/Answer Rate Report – Bar Graph, Call Type, Day

Report Details


Detail Description

Report Template Name Service Level and Answer Rate Report - Bar Graph, Call Type, Day

Template Filename CTCTDT_GRBServiceAnswerLevel.rpt



Report Name Call Type Service Level and Answer Rate Monthly Report

Call Type Service Level and Answer Rate Monthly Report Columns



Service Level The percentage of calls handled by the call type that were answered within the answer threshold assigned to the call type.

ServiceLevel 100 * CallsAnswWithinThres / (CallsAnswAll + CallsAband + CallsAbortNoAgentsCTI)

Answer Rate The percentage of calls processed through the call guide answered during the interval versus the number of calls offered to the call type.

PcntCallsAnsw 100 * CallsAnsw / CallsOffered

Report


MMMM MMMM

Call Type Reports


MMMM

MMMM



Service Level/Answer Rate Report – Bar Graph, Call Type, Day, Interval

Report Details


Detail Description

Report Template Name Service Level and Answer Rate Report - Bar Graph, Call Type, Day, Interval

Template Filename CTCTDYIN_GRBServiceAnswerLevel.rpt



Report Name Call Type Service Level and Answer Rate Monthly Report


Call Type Service Level and Answer Rate Monthly Report Columns




ServiceLevel 100 * CallsAnswWithinThres / (CallsAnswAll + CallsAband + CallsAbortNoAgentsCTI )

Answer Rate The percentage of calls processed through the call guide answered during the interval versus the number of calls offered to the call type.

PcntCallsAnsw 100 * CallsAnsw / CallsOffered

MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Average Queue Duration – Line Graph, Call Type, Day

Report Details


Detail Description

Report Template Name Average Queue Duration - Line Graph, Call Type, Day

Template Filename CTCTDY_GRLAvgQueDur.rpt



Report Name Call Type Average Queue Duration Monthly Report

Call Type Average Queue Duration Monthly Report Columns







IntervalEnd None


IntervalEnd None

MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Average Queue Duration – Line Graph, Call Type, Day, Interval

Report Details


Detail Description

Report Template Name Average Queue Duration - Line Graph, Call Type, Day, Interval

Template Filename CTCTDYIN_GRLAvgQueDur.rpt



Report Name Call Type Average Queue Duration Interval Report

Call Type Average Queue Duration Interval Report Columns







IntervalEnd None

MMMM MMMM

Call Type Reports




IntervalEnd None

MMMM

MMMM



Report


MMMM MMMM

Call Type Reports


Average Speed of Answer – Line Graph, Call Type, Day

Report Details


Detail Description

Report Template Name Average Speed of Answer - Line Graph, Call Type, Day

Template Filename CTCTDY_GRLAvgSpeedOfAnswer.rpt



Report Name Call Type Average Speed of Answer Monthly Report

Call Type Average Speed of Answer Monthly Report Columns



Time (in seconds) (Average Speed Of Answer)

The average length of time that elapsed between the time that a call was offered to the call type and an agent picked up the call.



IntervalEnd None

MMMM

MMMM





IntervalEnd None

MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Average Speed of Answer – Line Graph, Call Type, Day, Interval

Report Details


Detail Description

Report Template Name Average Speed of Answer - Line Graph, Call Type, Day, Interval

Template Filename CTCTDYIN_GRLAvgSpeedOfAnswer.rpt



Report Name Call Type Average Speed of Answer Interval Report

Call Type Average Speed of Answer Interval Report Columns



Time (in seconds) (Average Speed Of Answer)

The average length of time that elapsed between the time that a call was offered to the call type and an agent picked up the call.



IntervalEnd None


IntervalEnd None

MMMM MMMM

Call Type Reports


Report


MMMM

MMMM



Service Level Report – Line Graph, Call Type, Day

Report Details


Detail Description

Report Template Name Service Level Report - Line Graph, Call Type, Day

Template Filename CTCTDY_ServiceLevel.rpt



Report Name Call Type Service Level Monthly Report

Call Type Service Level Monthly Report Columns


Field Name Description Statistic Formula




IntervalEnd None

MMMM MMMM

Call Type Reports



Time Interval The date and time data collection for the associated data values ended. Data is collected up to, but not including, the time specified

IntervalEnd None

MMMM

MMMM



Report


MMMM MMMM

Call Type Reports


Service Level Report – Line Graph, Call Type, Day, Interval

Report Details


Detail Description

Report Template Name Service Level Report - Line Graph, Call Type, Day, Interval

Template Filename CTCTDYIN_ServiceLevel.rpt



Report Name Call Type Service Level Interval Report

Call Type Service Level Interval Report Columns






IntervalEnd None

Time Interval The date and time data collection for the associated data values ended. Data is collected up to, but not including, the time specified

IntervalEnd None

MMMM

MMMM



Report


MMMM

MMMM



Chapter 6 Other Reports

Call Source Tracking Report, Call Type, DNIS

Report Details


Detail Description

Report Template Name Call Source Tracking Report, Call Type, DNIS

Template Filename DSCTDN_CallSourceTracking.rpt



Report Name Call Source Tracking Report - DNIS

Call Source Tracking Report Columns




AgentName None

Total Calls Offered Number of ACD/CTI type calls that were offered to the agent.


MMMM MMMM

Other Reports



Total Calls Aband The total number of ACD/CTI calls assigned to the agent that were abandoned by the caller before the agent answered.


Total Calls Held The number of times a call was initially placed on hold during this interval.

CallsHoldOnly CallsHold − CallsConstPlaced

Avg Hold Time The average length of time the agent kept a called/calling party on hold while consulting with another party excluding any consultation associated with announcing a transfer or conference call.


Avg Wrap Time The average length of time the agent spent in switch-initiated wrap sessions following calls routed to the agent through a call guide. Only the portions of each wrap session where the agent was NOT using the phone is included in the calculation.


Avg Talk Time Average ACD Talk Time represents the time that an agent spends talking to a caller for calls associated with the call type.


MMMM

MMMM



Report


MMMM MMMM

Other Reports


Call Source Tracking Report, Call Type, DNIS, Agent Group

Report Details


Detail Description

Report Template Name Call Source Tracking Report, Call Type, DNIS, Agent Group

Template Filename DSCTDNAG_CallSourceTracking.rpt



Report Name Call Source Tracking Report - Agent Group





AgentName None

Total Calls Offered The number of ACD/CTI type calls that were offered to the agent.




MMMM

MMMM












MMMM MMMM

Other Reports


Report


MMMM

MMMM



Call Source Tracking Report, Call Type, DNIS, Agent Group, Agent

Report Details


Detail Description

Report Template Name Call Source Tracking Report, Call Type, DNIS, Agent Group, Agent

Template Filename DSCTDNAGAN_CallSourceTracking.rpt



Report Name Call Source Tracking Report - Agent Group, Agent





AgentName None

Total Calls Offered Number of ACD/CTI type calls that were offered to the agent.




MMMM MMMM

Other Reports











MMMM

MMMM



Report


MMMM MMMM

Other Reports


Transaction Summary

Report Details


Detail Description

Report Template Name Transaction Summary

Template Filename TransactSummary.rpt

Report Type Transact


Report Produced Transaction Summary

Transaction Summary Report Columns



Transaction Code This column displays the code values entered by the call center agents with the delimiting asterisks and terminating pound sign removed.

Description This column displays descriptive text for the code value in each field of the corresponding transaction code.

Times Entered This column displays the total number of times the associated transaction code has been entered by a call center agent during the report’s time interval.

Percent This column displays the percentage of total Codes Entered associated with the corresponding transaction code.

MMMM

MMMM



Report


MMMM MMMM

Other Reports


Transaction Summary with Service Time

Report Details


Detail Description

Report Template Name Transaction Summary with Service Time

Template Filename TransactWithServiceTime.rpt

Report Type Transact


Report Name Transaction Summary with Service Time

Transaction Summary with Service Time Report Columns


Field Name Description Statistic Name

Formula

Transaction Code This column displays the code values entered by the call center agents with the delimiting asterisks and terminating pound sign removed. On a separate line above the numeric code string, descriptive text for the code value in each field of the transaction code is displayed.

Total Times Entered

This column displays the total number of times the associated transaction code has been entered by a call center agent during the report’s time interval.

MMMM

MMMM




Formula

Total Queue Time

This column displays the total amount of time callers waited before an agent answered their call to complete the activities associated with the transaction code. In cases where multiple codes are entered during one call, the queue time is allocated to the first code entered by the agent.

Total After Time This column displays the total amount of call time that elapsed after the last transaction code was entered and before the call was terminated. For sites where the switch is not configured to initiate a wrap-up period at the end of a call, the time interval begins when the last transaction code is entered and ends when the caller’s connection is broken. At sites where an automatic wrap-up session is configured, this time value includes that wrap-up interval. When multiple codes are entered in a single call, this time interval is assigned to the last transaction code entered by the agent during the call.

Average Queue Time

This column displays the average amount of time callers waited before an agent answered their call to complete the activities associated with the transaction code. In cases where multiple codes are entered during one call, the queue time is allocated to the first code entered by the agent.

MMMM MMMM

Other Reports



Formula

Average Service Time

This column displays the average amount of time a caller waited for an agent to complete the activities associated with the transaction code. For calls where only one transaction code was entered or for the first code of a call with multiple codes, the time corresponds to the interval from when the call is answered to when the transaction code is entered by the agent. For multiple code calls, the time for codes after the first one corresponds to the interval from when the previous code was entered up to the time when the agent enters the current code.

Average After Time

This column displays the average amount of call time that elapsed after the last transaction code was entered and before the call was terminated. For sites where the switch is not configured to initiate a wrap-up period at the end of a call, the time interval begins when the last transaction code is entered and ends when the caller’s connection is broken. At sites where an automatic wrap-up session is configured, the time value includes that wrap-up interval. When multiple codes are entered during a single call, this time interval is assigned to the last transaction code entered by the agent during the call.

Codes Per Hour This column displays the average hourly rate at which the associated transaction code was handled by a call center agent.

“Number of times the codes was entered” / “Number of hours in the reporting period”

MMMM

MMMM




Formula

Pcnt Time The percentage of the grand total of Total Service Time consumed by the corresponding transaction code.

Pcnt Codes The percentage of grand total of Codes Entered associated with the corresponding transaction code.

MMMM MMMM

Other Reports


Report


MMMM

MMMM



Chapter 7 CallWise to Centergy Migration Reports

CallWise to Centergy Report Comparison Table

The following table shows the CallWise reports and the Centergy reports that contain the same information.

CallWise Report Ref No.

Centergy Report Name

Report Filename Centergy Report Class

Report Type Qualifiers

Agent Reports

CAAVGDURGL 10 Agent Group Agent Allocation Summary Report

CW_ASAGAN_AgentAllocationSummary.rpt Agent Group Daily Rollup Agent, Agent Group, Agent Group Folder

CAAVGPILGL 1 Agent Group Agent Average Daily Report

CW_ASAGANDY_AgentAverage.rpt Agent Group Daily Rollup Agent, Agent Group, Agent Group Folder

CADLYAGTGL 2 Agent Group Agent Information Interval Report

CW_ASAGANDYIN_Agent.rpt Agent Group Interval Agent, Agent Group, Agent Group Folder

CADLYALTGL 3 Agent Group Agent Allocation Daily Report

CW_ASAGANDY_AgentAllocation.rpt Agent Group Daily Rollup Agent, Agent Group, Agent Group Folder

MMMM MMMM

CallWise to Centergy Migration Reports






CAGRPTOTGL 20 Agent Group Agent Allocation Report

CW_AGAGAN_AgentGroupAgentAllocation.rpt Agent Group Daily Rollup Agent, Agent Group, Agent Group Folder

CASTATINT 13 Agent Statistic Interval Spreadsheet

CW_ASAGDYIN_AgentStatistics.rpt Team Interval Agent Team Folder

CASUBAVGDAY 18 Agent Average Daily Information by Team Report

CW_ASAGANDY_DailyAgentAverage.rpt Team Daily Rollup Agent Team Folder

CASUBAVGDUR 22 Agent Allocation Summary by Team Report

CW_ASATAGDY_AgentAllocationSummary.rpt Team Daily Rollup Agent Team Folder

CASUBSUMTOT 19 Agent Information Summary by Team Report

CW_ASATDYIN_AgentInformationSummary.rpt Team Daily Rollup Agent Team Folder

CASUMGRPGL 4 Agent Group Agent Summary Information Report

CW_ASAGAN_AgentSummasry.rpt Agent Group Daily Rollup Agent, Agent Group, Agent Group Folder

CASUMPILGL 11 Agent Group Agent Average Summary Report

CW_ASAGAN_AgentAvgSummary.rpt Agent Group Daily Rollup Agent, Agent Group, Agent Group Folder

CATOTCALGL 17 Agent Total Calls Report

CW_ASAT_AgentTotalCalls.rpt Team Daily Rollup Agent Team Folder

CAWKLAGTGL 14 Agent Group Agent Information Daily Report

CW_ASAGANDY_AgentInformation.rpt Agent Group Daily Rollup Agent, Agent Group, Agent Group Folder

Pilot/Call Type Reports

MMMM

MMMM







CPADLYGL 15 Call Type Specific Daily Report

CW_CTCT_CalltypeStatisticsSummary.rpt Call Type Daily Rollup Call Type, Call Type Folder

CPAINTGL 16 Call Type Statistics Interval Report

CW_CTCTIN_CallTypeStatistics.rpt Call Type Interval Call Type, Call Type Folder

CPAVGPILGL 23 Call Type Average Interval Report

CW_CTCTDYIN_CallTypeAverageInterval.rpt Call Type Interval Call Type, Call Type Folder

CPCNTPILGL 7 Call Type Count Summary Report

CW_CTCTDY_CallTypeCountSummary.rpt Call Type Daily Rollup Call Type, Call Type Folder

CPSDLYGL 12 Call Type Statistics Daily Report

CW_CTCTDY_CallTypeStatistics.rpt Call Type Interval Call Type, Call Type Folder

CPSINTGL 9 Call Type Specific Interval Report

CW_CTCTDYIN_CallTypeSpecific.rpt Call Type Interval Call Type, Call Type Folder

CPSTAPILGL 5 Call Type Information Interval Report

CW_CTCTDYIN_CallType.rpt Call Type Interval Call Type, Call Type Folder

CPSTATINT 26 Call Type Interval Statistics Spreadsheet

CW_CTCTDYIN_CallTypeStatistics.rpt Call Type Interval Call Type, Call Type Folder

CPSTOPILGL 25 Call Type Interval Totals Report

CW_CTCTIN_Calltype.rpt Call Type Daily Rollup Call Type, Call Type Folder

CPSUMPILGL 8 Call Type Detail Interval Report

CW_CTCTDYIN_CallTypeDetail.rpt Call Type Interval Call Type, Call Type Folder

MMMM MMMM







CPTOTPILGL 6 Call Type Summary Report

CW_CTCT_CallTypeSummary.rpt Call Type Daily Rollup Call Type, Call Type Folder

Call Source Tracking

COAVGDRNGL 21 Call Source Tracking Report

CW_DNISASCT_CallSourceTracking.rpt Call Type Daily Rollup Agent Team Folder

Pilot/Call Type Profile

PPCALLREPGL 24 Call Type Profile Report

CW_CTCTDYIN_CallTypeProfile.rpt Call Type Daily Rollup Call Type, Call Type Folder

Trunk Reports

TGWKLGRPGL 28 Trunk Group Daily Report

CW_TGTGDY_TrunkGroupDaily.rpt Trunk Daily Rollup Trunk Group

TMTOTGRPGL 29 Trunk Member Interval Report

CW_TMTMDYIN_TrunkMemberInterval.rpt Trunk Interval Trunk Group Member

TGTOTGRPGL 27 Trunk Group Interval Report

CW_TGTGDYIN_TrunkGroupInterval.rpt Trunk Interval Trunk Group

MMMM

MMMM



Agent Group Agent Average Daily Report

This is a description of this report.

Detail Description

Centergy Report Name Agent Group Agent Average Daily Report

Centergy Report Filename CW_ASAGANDY_AgentAverage.rpt

Report Description This report tracks agent activities at the agent group level.

Data Detail • Daily Rollup • All time is represented in HH:MM:SS format

Qualification • Agent(s) • Agent Group(s) • Agent Group Folder(s)

CallWise Report Name Agent Average by Pilot

CallWise Report Abbreviation CAAVGPILGL

Reference Number 01CW

Agent Group Agent Average Daily Report Column Descriptions


Report Display Name Description Database Table Formula

Info Stats

Agent Group Dirn The agent group directory number.

AgentGroup AgentGroupDirn

Agent Group Name The agent group name. AgentGroup AgentGroupName

Agent ID The agent ID as defined in the switch database.

Agent AgentId

MMMM MMMM




Agent Name The agent name. Agent AgentName

Agent Ext The agent directory number. Agent AgentDirn

Statistics

Online Duration The length of time that the agent was signed on.

AgentStatistics DurSessionsOnline

Unansw Calls The number of ACD calls routed to the agent that were unanswered by the agent.

AgentStatistics (CallsUnanswPriAcd + CallsUnanswOverAcd + CallsUnanswPriCti + CallsUnanswOverCti)

Trans Out Calls The number of transfers an agent has placed.

AgentStatistics CallsTransExternalPlaced + CallsTransInternalPlaced

# Answ Calls The number of ACD calls answered by the agent.

AgentStatistics (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

Avg Answ Time The average length of time that the agent spent on ACD calls.

AgentStatistics (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd +CallsAnswPriCti + CallsAnswOverCti)

Work Dur

The length of time that the agent spent in manually generated work sessions.

This time only includes the portion of the work sessions where the agent was not using the phone to place calls or receive any other non-ACD type calls.

AgentStatistics DurSessionsWork

MMMM

MMMM




Avg Work Dur

The average length of time that the agent spent in manually generated work sessions.

This time only includes the portion of the work sessions where the agent was not using the phone to place calls or receive any other non-ACD type calls.

AgentStatistics DurSessionsWork / SessionsWork

# Hold

The number of ACD calls that are put on hold by the agent.

AgentStatistics (CallsHoldPriAcd + CallsHoldOverAcd + CallsHoldOverCti + CallsHoldPriCti + CallsHoldExternalPlaced + CallsHoldInternalPlaced + CallsHoldExternalRcvd + CallsHoldInternalRcvd)

Avg Hold Time

The average duration of ACD calls that are put on hold by the agent.

AgentStatistics (DurCallsHoldPriAcd + DurCallsHoldOverAcd + DurCallsHoldPriCti + DurCallsHoldOverCti+ DurCallsHoldExternalPlaced + DurCallsHoldInternalPlaced + DurCallsHoldExternalRcvd + DurCallsHoldInternalRcvd) / (CallsHoldPriAcd + CallsHoldOverAcd + CallsHoldOverCti + CallsHoldPriCti + CallsHoldExternalPlaced + CallsHoldInternalPlaced + CallsHoldExternalRcvd + CallsHoldInternalRcvd)

# Outg Calls The total number of outgoing calls.

AgentStatistics CallsExternalPlaced

MMMM MMMM




Avg Out Talk Time (*) The average talk time for outgoing calls.

AgentStatistics (DurCallsExternalPlaced − DurCallsConfExternalPlaced) / (CallsExternalPlaced)

# In Calls The number of incoming Non-ACD calls.

AgentStatistics CallsExternalReceived

Avg In Talk Time The average talk time for incoming Non-ACD calls.

AgentStatistics DurCallsExternalReceived / CallsExternalReceived

# Intr Calls The number of internal calls received and placed.

AgentStatistics (CallsInternalReceived − CallsConstInternalRcvd − CallsTransUnanncInternalRcvd + CallsInternalPlaced)

Avg Intr Call Time The average duration of internal calls received and placed.

AgentStatistics (DurCallsInternalReceived – DurCallsConstInternalRcvd – DurCallsConfInternalRcvd – DurCallsTransInternalRcvd + DurCallsInternalPlaced – DurCallsConstInternalPlaced –DurCallsConfInternalPlaced) / (CallsInternalReceived – CallsConstInternalRcvd – CallsTransUnanncInternalRcvd + CallsInternalPlaced)

MMMM

MMMM



Report


MMMM MMMM



Agent Group Agent Information Interval Report


Detail Description

Centergy Report Name Agent Group Agent Information Interval Report

Centergy Report Filename CW_ASAGANDYIN_Agent.rpt

Report Description The report tracks agent activities at an agent group level for each interval.

Data Detail • Interval • All time is represented in HH:MM:SS format


CallWise Report Name Agent Information Interval Report

CallWise Report Abbreviation CADLYAGTGL


Agent Group Agent Information Interval Report Column Descriptions






Agent The agent Id as defined in the switch database.

Agent AgentId


MMMM

MMMM




Agent Ext The agent directory number.

Agent

ACD Calls The number of ACD /CTI calls answered by the agent.

AgentStatistics For Intervals: (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti) For Group Summaries: (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

Avg ACD Talk Time The average length of time that the agent spent on an ACD call.

AgentStatistics For Intervals: (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti + CallsAnswPriAcdStart + CallsAnswOverAcdStart + CallsAnswPriCtiStart + CallsAnswOverCtiStart) For Group Summaries: (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

MMMM MMMM




Avg After Calls Wrap Average time spent in Wrap-Up for each ACD/CTI call.

AgentStatistics For Intervals: (DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti + CallsAnswPriAcdStart + CallsAnswOverAcdStart +CallsAnswPriCtiStart + CallsAnswOverCtiStart)

For Group Summaries: (DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd +DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

MMMM

MMMM




Avg Call and Wrap Time

The average length of time spent on ACD calls plus wrap-up.

AgentStatistics For Intervals: (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti + DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti + CallsAnswPriAcdStart + CallsAnswOverAcdStart + CallsAnswPriCtiStart + CallsAnswOverCtiStart) For Group Summaries: (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti + DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

Outgoing Calls The total number of outgoing calls placed by the agent.

AgentStatistics For Intervals: CallsExternalPlaced For Group Summaries: CallsExternalPlaced

Avg Out Talk Time The average talk time for outgoing calls placed by the agent.

AgentGroup

Statistics

For Intervals: (DurCallsExternalPlaced – DurCallsConstExternalPlaced – DurCallsConfExternalPlaced) / (CallsExternalPlaced + CallsExternalPlacedStart – CallsConstExternalPlaced + CallsConstExternalPlacedStart) For Group Summaries: DurCallsExternalPlaced – DurCallsConfExternalPlaced / CallsExternalPlaced

MMMM MMMM




Incoming Calls The number of incoming non-ACD calls.

AgentStatistics For Intervals: CallsExternalReceived For Group Summaries: CallsExternalReceived

Avg In TalkTime The average length of incoming non-ACD calls.

AgentStatistics For Intervals: DurCallsExternalReceived / (CallsExternalReceived + CallsExternalReceivedStart) For Group Summaries: DurCallsExternalReceived / CallsExternalReceived

% Aux Work Percentage of online time spent in work state.

AgentStatistics For Intervals: 100 * SessionsDurWork / DurSessionsOnline For Group Summaries: 100 * SessionsDurWork / DurSessionsOnline

% ACD Time Percentage of online time spent on ACD calls and in Wrap-Up.

AgentStatistics For Intervals: 100 * (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti + DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / DurSessionsOnline For Group Summaries: 100 * (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti + DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / DurSessionsOnline

Active Time Length of time the agent was online.

AgentStatistics For Intervals: DurSessionsOnline For Group Summaries: DurSessionsOnline

MMMM

MMMM



Report


MMMM MMMM



Agent Group Agent Allocation Daily Report


Detail Description

Centergy Report Name Agent Group Agent Allocation Daily Report

Centergy Report Filename CW_ASAGANDY_AgentAllocation.rpt

Report Description This report tracks agent activities at the agent group level for each day.



CallWise Report Name Agent Allocation Daily Report

CallWise Report Abbreviation CADLYALTGL


Agent Group Agent Allocation Daily Report Column Descriptions



Info Stats

Agent Group Dirn The agent group DIRN. AgentGroup

Agent Group Name The agent group name. AgentGroup

Agent ID The agent ID as defined in the switch database.

Agent

Agent Name The agent name. Agent

MMMM

MMMM




Agent Ext The agent directory number.

Agent

Statistics

Online Duration The length of time that the agent was signed on.


# ACD Calls The number of ACD/CTI calls answered by this agent.

AgentStatistics CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti

% Avail The percentage of online time that the agent was available to handle calls.

AgentStatistics 100 * DurSessionsAvail / DurSessionsOnline

% Work The percentage of online time that the agent spent in work.

AgentStatistics 100 * (DurSessionsWork / DurSessionsOnline)

% Wrap

Percentage of online time agent spent in wrap-up.

AgentStatistics 100 * (DurSessionsWrapUpPriAcd +DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti +DurSessionsWrapUpOverCti) / DurSessionsOnline

% Hold

Percentage of time during an ACD call the agent had a call on hold.

AgentStatistics 100 *

(DurCallsHoldPriAcd + DurCallsHoldOverAcd +DurCallsHoldPriCti +DurCallsHoldOverCti+ DurCallsHoldExternalPlaced + DurCallsHoldInternalPlaced + DurCallsHoldExternalRcvd + DurCallsHoldInternalRcvd)/ DurSessionsOnline

MMMM MMMM




Avg Talk Time Average length of time spent on an ACD call.


Avg Wrap Time The average length of time that the agent has spent in Wrap-Up.

AgentStatistics (DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / (SessionsWrapUpPriAcd + SessionsWrapUpOverAcd +SessionsWrapUpPriCti + SessionsWrapUpOverCti)

MMMM

MMMM



Report


MMMM MMMM



Agent Group Agent Summary Information Report


Detail Description

Centergy Report Name Agent Group Agent Summary Information Report

Centergy Report Filename CW_ASAGAN_AgentSummary.rpt

Report Description The report is a summary report of agent information.


Qualification • Agent • Agent Group • Agent Group Folder

CallWise Report Name Agent Information Summary Report

CallWise Report Abbreviation CASUMGRPGL


Agent Group Agent Summary Information Report Column Descriptions



Info Stats




Agent The agent ID as defined in the switch database

Agent AgentId

MMMM

MMMM






ACD Calls The number of ACD calls answered by this agent.


Avg ACD Talk Time The average length of time that the agent spent on an ACD call.

AgentStatistics (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

Avg After Call Wrap Time

The average length of time that the agent spent in wrap-up.

AgentStatistics (DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

Avg Call and Wrap Time

The average length of time that the agent spent on ACD calls plus Wrap-Up.

AgentStatistics (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti + DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

Outgoing Calls The total number of outgoing calls placed by the agent.

AgentStatistics CallsExternalPlaced – CallsExternalConstPlaced

MMMM MMMM




Avg Out Talk Time The average talk time for outgoing calls placed by the agent.

AgentGroup Statistics (DurCallsExternalPlaced – DurCallsConfExternalPlaced) / CallsExternalPlaced

Incoming Calls Number of incoming Non-ACD calls.


Avg In Talk Time The average talk time for incoming non-ACD calls.


% Aux work The percentage of time that the agent spent in work.

AgentStatistics 100 * DurSessionsWork / DurSessionsOnline

% ACD Time The percentage of time that the agent spent on ACD calls plus wrap-up.

AgentStatistics 100 * (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti + DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / DurSessionsOnline

Active Time The length of time that the agent was signed on.


MMMM

MMMM



Report


MMMM MMMM



Call Type Information Interval Report


Detail Description

Centergy Report Name Call Type Information Interval Report

Centergy Report Filename CW_CTCTDYIN_CallType.rpt

Report Description This report tracks call type activity at a call type level for each interval.


Qualification • Call Type(s) • Call Type Folder(s)

CallWise Report Name Pilot Statistics with Totals Report

CallWise Report Abbreviation CPSTAPILGL


Call Type Information Interval Report Column Descriptions



Info Stats

CallType Dirn The call type directory number. CallType CallTypeDirn

Call Type Name The call type name. CallType CallTypeName

MMMM

MMMM




Statistics

Calls Offered The count of calls offered to the call type in the interval. Included are calls that are queued as well as calls deflected from the call type due to violation of a queue depth or queue time call type threshold setting.

Call Type Statistics

For Intervals: (CallsQ + CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth -CallsAbandShort) For Group Summaries: (CallsQ + CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth - CallsAbandShort)

Calls Aband The number of calls abandoned while in queue or while ringing at an agent station.


For Intervals: (CallsAbandAfterThres + CallsAbandWithinThres) For Group Summaries: (CallsAbandAfterThres + CallsAbandWithinThres)

Norm The number of ACD calls that were answered by the agent, where the agent was a member of the primary agent group in the call guide.


For Intervals: CallsAnswPri For Group Summaries: CallsAnswPri

Auto

Ovfl (?)

The number of ACD calls that were answered by the agent where the agent was a member of an overflow agent group in the call guide.


For Intervals: CallsAnswOver For Group Summaries: CallsAnswOver

Manu Ovfl The number of ACD calls answered by agents from an overflow agent group during manually initiated overflow. No stats available now.


NA

MMMM MMMM




Calls Answ Within Thres

The number of calls answered within the threshold of the target designation


For Intervals: CallsAnswWithinThres For Group Summaries: CallsAnswWithinThres

% Calls Answ Within Thres

The percentage of calls answered within the threshold of the target designation.


For Intervals: 100 * CallsAnswWithinThres / (CallsAnswPri + CallsAnswOver + CallsAnswPriStart + CallsAnswOverStart) For Group Summaries: 100 * CallsAnswWithinThres / (CallsAnswPri + CallsAnswOver)

Avg Speed of Answ The average length of time that has elapsed between the time that a call was offered to the call type and the time that the call was picked up by an agent.


For Intervals: (QDurCallsAnswPri + QDurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver + CallsAnswPriStart + CallsAnswOverStart) For Group Summaries: (QDurCallsAnswPri + QDurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver)

Avg Queue Time The average length of time that a queued call remained in queue before being abandoned, answered, or routed to final disposition.


For Intervals: QDurCallsQ / (CallsQ – CallsDistribImmediately + CallsQStart) For Group Summaries: QdurCallsQ / (CallsQ – CallsDistribImmediately)

MMMM

MMMM



Report


MMMM MMMM



Call Type Summary Report


Detail Description

Centergy Report Name Call Type Summary Report

Centergy Report Filename CW_CTCT_CallTypeSummary.rpt

Report Description The report is a summary that provides call type information for each call type regardless of date and time.



CallWise Report Name Pilot Totals Report

CallWise Report Abbreviation CPTOTPILGL


Call Type Summary Report Column Descriptions



Info Stats

CallType Dirn The call type directory number. CallType CallTypeDirn

MMMM

MMMM




Statistics

Calls Offered The count of calls offered to the call type in the interval. Included are calls queued as well as calls deflected from the call type due to violation of a queue depth or queue time call type threshold setting.

CallTypeStatistics CallsQ + (CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth) − CallsAbandShort

Calls Aband The total number of calls abandoned during the current interval.

CallTypeStatistics CallsAbandAfterThres + CallsAbandWithinThres

Calls Queued The total number of calls queued to the call type.

CallTypeStatistics CallsQ – CallsDistribImmediately

% Aband The percentage of calls offered that were abandoned.

CallTypeStatistics 100 * (CallsAbandAfterThres + CallsAbandWithinThres) / Calls Offered



CallTypeStatistics 100 * CallsAnswWithinThres / (CallsAnswPri + CallsAnswOver)

Avg Queue Time The average length of time a queued call remained in queue before being abandoned, answered or routed to final disposition.

CallTypeStatistics QDurCallsQ / (CallsQ – CallsDistribImmediately)

Avg Speed of Answ The average length of time that elapsed between the time a call was offered to the call type and the call was picked up by an agent.

CallTypeStatistics (QDurCallsAnswPri + QdurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver)

MMMM MMMM



Report


MMMM

MMMM



Call Type Count Summary Report


Detail Description

Centergy Report Name Call Type Count Summary Report

Centergy Report Filename CW_CTCT_CallTypeCountSummary.rpt

Report Description The report is a summary report grouping of call type information regardless of date and time.



CallWise Report Name Pilot Count Report

CallWise Report Abbreviation CPCNTPILGL


Call Type Count Summary Report Column Descriptions



Info Stats

CallType Dirn The call type directory number. CallType Statistics CallTypeDirn

MMMM MMMM




Statistics


CallType Statistics CallsAbandAfterThres + CallsAbandWithinThres

Calls Queued The total number of calls queued. CallType Statistics CallsQ – CallsDistribImmediately

Answ Norm The number of ACD calls that were answered by the agent, where the agent was a member of the primary agent group in the call guide.

CallType Statistics CallsAnswPriAcd + CallsAnswPriCti

Final Disp The number of calls that remained in queue long enough to reach the Exit step of the call guide and were routed to the Exit destination.

CallType Statistics CallsFinalDispBusyOut

Calls Trans The number of calls successfully transferred after being answered the first time.

No stats available now.

CallType Statistics NA

Auto Ovfl The number of ACD calls that were answered by the agent where the agent was a member of an overflow agent group in the call guide.

CallType Statistics (CallsAnswOverAcd + CallsAnswOverCti)

Manu Ovfl The number of ACD calls answered by agents from an overflow agent group during manually initiated overflow.

No stats available now.

CallType Statistics NA

Calls Deflect The number of calls receiving busy tone because max queue depth was reached.

CallType Statistics (CallsDeflectDueAltQDepth + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueQTime)

MMMM

MMMM




Calls Answ Number of calls to this pilot that were answered.

CallType Statistics CallsAnswPri + CallsAnswOver


CallType Statistics (CallsQ + CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth - CallsAbandShort)

Calls Answ Within Thres

Number of calls answered within the threshold of the target designation.

CallType Statistics CallsAnswWithinThres



CallType Statistics 100 * CallsAnswWithinThres / (CallsAnswPri + CallsAnswOver)

% Queued Calls The percentage of offered calls that were placed in the queue.

CallType Statistics (CallsQ –CallsDistribImmediately) / CallsOffered

MMMM MMMM



Report


MMMM

MMMM



Call Type Detail Interval Report


Detail Description

Centergy Report Name Call Type Detail Interval Report

Centergy Report Filename CW_CTCTDYIN_CallTypeDetail.rpt

Report Description The report tracks call type activity at a call type level for each interval time.



CallWise Report Name Pilot Interval Report

CallWise Report Abbreviation CPSUMPILGL


Call Type Detail Interval Reports Column Descriptions



Info Stats

CallType Dirn The call type directory number.

CallType NA

Call Type Name The call type name CallType NA

MMMM MMMM




Statistics



For Intervals: CallsQ + (CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth) –CallsAbandShort For Group Summaries: CallsQ + (CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth) - CallsAbandShort

Calls Deflect The number of calls deflected because the max queue depth was reached.


For Intervals: (CallsDeflectDueAltQDepth + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueQTime) For Group Summaries: (CallsDeflectDueAltQDepth + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueQTime)

Final Disp The number of calls that remained in queue long enough to reach the Exit step of the call guide and were routed to the Exit destination.


For Intervals: CallsFinalDispBusyOut For Group Summaries: CallsFinalDispBusyOut

Calls Answ The total count of ACD calls answered by agents.


For Intervals: (CallsAnswPri + CallsAnswOver) For Group Summaries: (CallsAnswPri + CallsAnswOver)

MMMM

MMMM




Avg Spd of Answ The average length of time to answer a call


For Intervals: (QDurCallsAnswPri + QDurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver + CallsAnswPriStart + CallsAnswOverStart) For Group Summaries: (QDurCallsAnswPri + QDurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver)

Norm Call The number of ACD calls that were answered by the agent, where the agent was a member of the primary agent group in the call guide.


For Intervals: CallsAnswPri For Group Summaries: CallsAnswPri

Auto

Ovfl

The number of ACD calls that were answered by the agent where the agent was a member of an overflow agent group in the call guide.


For Intervals: CallsAnswOver For Group Summaries: CallsAnswOver

Manu

Ovfl (?)

The number of ACD calls answered by agents from an overflow agent group during manually initiated overflow. No stats available now.


NA

MMMM MMMM








Calls Queued The number of calls queued to the call type.


For Intervals: (CallsQ – CallsDistribImmediately) For Group Summaries: (CallsQ – CallsDistribImmediately)

Avg Queue Time The average length of time a queued call remained in queue before being abandoned, answered or routed to final disposition.


For Intervals: QDurCallsQ / (CallsQ − CallsDistribImmediately + CallsQStart) For Group Summaries: QDurCallsQ / (CallsQ − CallsDistribImmediately)





Calls Queued Number of pilot calls queued.


For Intervals: CallsQ – CallsDistribImmediately For Group Summaries: CallsQ –CallsDistribImmediately

MMMM

MMMM




Avg Queue Time Average length of time a queued call remained in queue before being abandoned, answered or routed to final disposition.


For Intervals: QDurCallsQ / (CallsQ + CallsQStart – CallsDistribImmediately) For Group Summaries: QDurCallsQ / (CallsQ − CallsDistribImmediately)

Queued Longest The longest time a queued call remained in queue before being abandoned or routed.

CallTypeStatistics

For Intervals: Maximum Value of: LongQDurCallsAbandInQ, LongQDurCallsAbandIVR, LongQDurCallsAbandRinging, LongQDurCallsAniRoute, LongQDurCallsAnswOver, LongQDurCallsAnswPri, LongQDurCallsAbortNoAgentsCti LongQDurCallsCallGuideTrans

Xfered The number of calls successfully transferred after being answered the first time. These statistics are not available at this time.

CallTypeStatistics

NA

MMMM MMMM



Report


MMMM

MMMM



Call Type Specific Interval Report


Detail Description

Centergy Report Name Call Type Specific Interval Report

Centergy Report Filename CW_CTCTDYIN_CallTypeSpecific.rpt

Report Description The report tracks call type activity at a call type level for each interval time.



CallWise Report Name Pilot Specific Interval Report

CallWise Report Abbreviation CPSINTGL


Call Type Specific Interval Report Column Descriptions



Call Type Dirn The call type directory number. CallType NA

Call Type Name The call type name. CallType NA

MMMM MMMM




Total Calls Offered The count of calls offered to the call type in the interval.

Included are calls that are queued as well as calls deflected from the call type due to violation of a queue depth or queue time call type threshold setting.

CallTypeStatistics For Intervals: CallsQ + (CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth) – CallsAbandShort For Group Summaries: CallsQ + (CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth) - CallsAbandShort

Total Call Answered The total number of calls answered. CallTypeStatistics For Intervals: CallsAnswPri + CallsAnswOver For Group Summaries: CallsAnswPri + CallsAnswOver

Total Calls Abandoned The total number of calls abandoned during the current interval.

CallTypeStatistics For Intervals: CallsAbandAfterThres+ CallsAbandWithinThres For Group Summaries: CallsAbandAfterThres+ CallsAbandWithinThres

% Abandoned The percentage of calls offered that were abandoned.

CallTypeStatistics For Intervals: 100 *(CallsAbandAfterThres+ CallsAbandWithinThres) / Calls Offered For Group Summaries: 100 * (CallsAbandAfterThres + CallsAbandWithinThres) / Calls Offered

MMMM

MMMM




Avg Speed of Answ The average length of time to answer a call

CallTypeStatistics For Intervals: (QDurCallsAnswPri + QDurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver + CallsAnswPriStart + CallsAnswOverStart)For Group Summaries: (QDurCallsAnswPri + QDurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver)

Avg Talk Time The average duration of calls. CallTypeStatistics For Intervals: (DurCallsAnswPri + DurCallsAnswOver) / (CallsAnswPri + CallsAnswOver + CallsAnswPriStart + CallsAnswOverStart)For Group Summaries: (DurCallsAnswPri + DurCallsAnswOver) / (CallsAnswPri + CallsAnswOver)

MMMM MMMM




Adjusted Service Level The percentage of calls answered within the target time of answer.

CallTypeStatistics For Intervals: 100 * CallsAnswWithinThres / (CallsAnswWithinThres + CallsAnswAfterThres + CallsAbandAfterThres + CallsAbandWithinThres + CallsAbortedNoAgentsCti + CallsFinalDispBusyOut) For Group Summaries: 100 * CallsAnswWithinThres / (CallsAnswWithinThres + CallsAnswAfterThres + CallsAbandAfterThres + CallsAbandWithinThres + CallsAbortedNoAgentsCti + CallsFinalDispBusyOut)

MMMM

MMMM



Report


MMMM MMMM



Agent Group Agent Allocation Summary Report


Detail Description

Centergy Report Name Agent Group Agent Allocation Summary Report

Centergy Report Filename CW_ASAGAN_AgentAllocationSummary.rpt

Report Description The report is a summary of the allocation of time for each agent.


Qualification • Agent(s) • Agent Group(s) • Agent Group Folders(s)

CallWise Report Name Agent Allocation by Pilot Report

CallWise Report Abbreviation CAAVGDURGL


Agent Group Agent Allocation Summary Report Column Descriptions


Report Display Name Description Database Name Formula

Info Stats

Agent Group Dirn The agent group directory number. AgentGroup None

Agent Group Name The agent group name. AgentGroup None

Agent Dirn The agent DIRN as defined in the switch database.

Agent None

Agent Name The agent name. Agent None

MMMM

MMMM




On Line The total time that the agent was signed on.


ACD Calls The number of ACD calls that the agent has answered.


Percent Avail The percentage of online time that the agent was available to take ACD calls.


Percent Work The percentage of online time that the agent spent in work.


Percent Wrap The percentage of online time that the agent spent in wrap-up.

AgentStatistics 100 * (DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / DurSessionsOnline

Percent Hold The percentage of online time that the agent spent on hold.

AgentStatistics 100 * (DurCallsHoldPriAcd + DurCallsHoldOverAcd + DurCallsHoldPriCti + DurCallsHoldOverCti + DurCallsHoldExternalPlaced + DurCallsHoldInternalPlaced + DurCallsHoldExternalRcvd + DurCallsHoldInternalRcvd) / DurSessionsOnline

MMMM MMMM




Ave Talk Time The average length of ACD calls taken by this agent.


Ave Wrap Time The average length of time that the agent spent in wrap-up.

AgentStatistics (DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti)

/

(CallsAnswPriAcd + CallsAnswOverAcd +CallsAnswPriCti + CallsAnswOverCti)

MMMM

MMMM



Report


MMMM MMMM



Agent Group Agent Average Summary Report


Detail Description

Centergy Report Name Agent Group Agent Average Summary Report

Centergy Report Filename CW_ASAGAN_AgentAvgSummary.rpt

Report Description The report is a summary of agent information by agent name regardless of date and time.



CallWise Report Name Agent Average Pilot Summary Report

CallWise Report Abbreviation CASUMPILGL


Agent Group Agent Average Summary Report Column Descriptions



Info Stats

Agent Group Dirn The agent group Dirn number. AgentGroup AgentGroupDirn

Agent Group Name The agent group name. Agent Group AgentGroupName


Agent Dirn The agent DIRN as defined in the switch database.

Agent AgentDirn

MMMM

MMMM




Agent ID The agent ID as defined in the switch database

Agent AgentId

Statistics

On Line The total time that the agent was signed on.


Unansw Calls

The total number of unanswered ACD calls for the agent.

AgentStatistics CallsUnanswPriAcd + CallsUnanswOverAcd + CallsUnanswPriCti + CallsUnanswOverCti

Xfrd Calls The number of times that the agent transferred an ACD call.

AgentStatistics CallTransInternalPlaced + CallTransExternalPlaced

ACD Calls The number of ACD /CTI calls that rang at this agent station.

AgentStatistics (CallsAnswPriAcd + CallsAnswOverAcd +CallsAnswPriCti + CallsAnswOverCti)

Avg ACD Call The average length of time that the agent spent on an ACD call.


Work Duration The length of time that the agent spent in work.


Avg Work Dur The average length of time that the agent spent in work.


#Hold The number of ACD calls held. AgentStatistics CallsHoldPriAcd + CallsHoldOverAcd + CallsHoldOverCti + CallsHoldPriCti + CallsHoldExternalPlaced + CallsHoldInternalPlaced + CallsHoldExternalRcvd + CallsHoldInternalRcvd

MMMM MMMM




Avg Hold Duration The average amount of time spent in on hold.

AgentStatistics (DurCallsHoldPriAcd + DurCallsHoldOverAcd + DurCallsHoldPriCti + DurCallsHoldOverCti + DurCallsHoldExternalPlaced + DurCallsHoldInternalPlaced + DurCallsHoldExternalRcvd + DurCallsHoldInternalRcvd) / (CallsHoldPriAcd + CallsHoldOverAcd + CallsHoldOverCti + CallsHoldPriCti + CallsHoldExternalPlaced + CallsHoldInternalPlaced + CallsHoldExternalRcvd + CallsHoldInternalRcvd)

#Outg The number of outgoing calls placed by the agent.

AgentStatistics CallsExternalPlaced – CallsConstExternalPlaced

Avg Outg The average length of placed outgoing calls.

(DurCallsExternalPlaced – DurCallsConstExternalPlaced – DurCallsConfExternalPlaced) / (CallsExternalPlaced – CallsConstExternalPlaced)

#Incm The number of incoming calls received by the agent.


Avg Incm The average length of an incoming call. AgentStatistics DurCallsExternalReceived / CallsExternalReceived

#Intr The number of internal calls received by the agent.

AgentStatistics (CallsInternalReceived – CallsConstInternalRcvd –CallsTransUnanncInternalRcvd + CallsInternalPlaced –CallsInternalConstPlaced)

MMMM

MMMM




Avg Intr The average length of an interval call. AgentStatistics (DurCallsInternalReceived – DurCallsConstInternalRcvd –DurCallsConfInternalRcvd – DurCallsTransInternalRcvd + DurCallsInternalPlaced – DurCallsConstInternalPlaced –DurCallsConfInternalPlaced) / (CallsInternalReceived – CallsConstInternalRcvd –CallsTransUnanncInternalRcvd + CallsInternalPlaced –CallsInternalConstPlaced)

MMMM MMMM



Report


MMMM

MMMM



Call Type Statistics Daily Report


Detail Description

Centergy Report Name Call Type Statistics Daily Report

Centergy Report Filename CW_CTCTDY_CallTypeStatistics.rpt

Report Description This report is a summary report of call type information by date. This report could be run on a daily, weekly or monthly basis to provide an overall picture of call type information. This report also provides totals for all call types in the report.


Qualification by • Call Type • Call Type Folder

CallWise Report Name Current Pilot Statistics Report

CallWise Report Abbreviation CPSDLYGL


Call Type Statistics Daily Report Column Descriptions



Info Stats

Call Type Number The call type directory number. CallType CallTypeDirn


Date Date

Statistics

MMMM MMMM




Total Calls Offered The total number of calls offered to the call type.

Included are calls that are queued as well as calls deflected from the call type due to violation of the switch’s threshold setting for the queue depth or queue time.

CallTypeStatistics CallsQ + (CallsDeflectDueQTime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth) − CallsDeflected

Total Calls Answered The count of ACD calls answered by agents.

CallTypeStatistics (CallsAnswPri + CallsAnswOver)

Total Calls Abandoned The total number of calls abandoned from the call type during the current interval.

CallTypeStatistics (CallsAbandWithinThres + CallsAbandAfterThres)

Aband % The percentage of abandoned calls versus the total number of calls offered to the call type

CallTypeStatistics 100 * ((CallsAbandWithinThres + CallsAbandAfterThres) / (CallsQ + CallsDeflected))

Avg Speed Answer The average length of time that elapsed between the time that a call was offered to the call type and the call was picked up by an agent. (MM:SS)

CallTypeStatistics (QDurCallsAnsw + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver)

Avg Talk Time The average duration of all calls. (MM:SS) CallTypeStatistics (DurCallsAnswOver + DurCallsAnswPri) / (CallsAnswOver + CallsAnswPri)

Adjusted Service Level The percentage of calls handled by the call type that were answered within the answer threshold assigned to the call type.

CallTypeStatistics 100 * CallsAnswWithinThres / (CallsAnswWithinThres + CallsAnswAfterThres + CallsAbortNoAgentsCTI + CallsAbandWithinThres + CallsAbandAfterThres − CallsAbandShort)

MMMM

MMMM



Report


MMMM MMMM



Agent Statistic Interval Spreadsheet


Detail Description

Centergy Report Name Agent Statistic Interval Spreadsheet

Centergy Report Filename CW_AGAGDYIN_AgentStatistics.rpt

Report Description The report tracks the agent activity at the agent group level for each interval time.

This report is for a spreadsheet only. It is not intended for printing.


Qualification Agent Team

CallWise Report Name Current Agent Statistics Interval Report

CallWise Report Abbreviation CASTATINT


Agent Statistic Interval Spreadsheet Column Descriptions



Info Stats

ID The agent ID as defined in the switch database. AgentStatistics AgentId

User Group The agent user group number. AgentStatistics AgentUserGroup

Dirn The agent directory number. AgentStatistics AgentDirn

Agent Name The agent name. AgentStatistics AgentName

MMMM

MMMM




Agent Group User Group The agent group user group. AgentGroup Statistics

AgentGroupUserGroup

Agent Dirn The agent group directory number. AgentGroup Statistics

AgentGroupDirn

Statistics

Tot Active Dur The length of time the agent was signed on. AgentStatistics For Interval Summaries: DurSessionsOnline For Group Summaries: DurSessionsOnline

Num Proc The number of ACD Calls answered by the agent. AgentStatistics For Interval Summaries: CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti For Group Summaries: CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti

Num Aband The total number of ACD calls assigned to the agent that were abandoned by the caller before the agent answered.

AgentStatistics For Interval Summaries: CallsAbandWithinThres + CallsAbandAfterThres For Group Summaries: CallsAbandWithinThres + CallsAbandAfterThres

MMMM MMMM




Tot Call Dura The total length of time the agent spent handling ACD calls.

AgentStatistics For Interval Summaries: DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti For Group Summaries: DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti

Tot Wrap Dura The length of time the agent spent in wrap-up sessions.

AgentStatistics For Interval Summaries: DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti For Group Summaries: DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti

MMMM

MMMM




Tot Calls Held The total number of times the agent placed the called/calling party on hold.

AgentStatistics For Interval Summaries: CallsHoldExternalPlaced + CallsHoldInternalPlaced + CallsHoldPriAcd + CallsHoldOverAcd + CallsHoldInternalRcvd + CallsHoldExternalRcvd + CallsHoldPriCti + CallsHoldOverCti For Group Summaries: CallsHoldExternalPlaced + CallsHoldInternalPlaced + CallsHoldPriAcd + CallsHoldOverAcd + CallsHoldInternalRcvd + CallsHoldExternalRcvd + CallsHoldPriCti + CallsHoldOverCti

MMMM MMMM




Tot Hold Dura The length of time the agent placed calls on hold. AgentStatistics For Interval Summaries: DurCallsHoldInternalPlaced + DurCallsHoldExternalPlaced + DurCallsHoldPriAcd + DurCallsHoldOverAcd + DurCallsHoldInternalRcvd + DurCallsHoldExternalRcvd + DurCallsHoldPriCti + DurCallsHoldOverCti For Group Summaries: DurCallsHoldInternalPlaced + DurCallsHoldExternalPlaced + DurCallsHoldPriAcd + DurCallsHoldOverAcd + DurCallsHoldInternalRcvd + DurCallsHoldExternalRcvd + DurCallsHoldPriCti + DurCallsHoldOverCti

Num Xfered The total number of transfers initiated by the agent.

AgentStatistics For Interval Summaries: CallsTransExternalPlaced + CallsTransInternalPlaced For Group Summaries: CallsTransExternalPlaced + CallsTransInternalPlaced

Num Out Calls The number of external calls placed by the agent.

This number does not include calls for consultation, to establish a conference or to initiate a transfer.

AgentStatistics For Interval Summaries: CallsExternalPlaced For Group Summaries: CallsExternalPlaced

MMMM

MMMM




Ext Out Dura The length of external calls placed by the agent.


AgentStatistics For Interval Summaries: DurCallsExternalPlaced – DurCallsConfExternalPlaced For Group Summaries: DurCallsExternalPlaced − DurCallsConfExternalPlaced

Ext Num In No The count of external calls received and answered by the agent from an external party.

AgentStatistics For Interval Summaries: CallsExternalReceived For Group Summaries: CallsExternalReceived

Ext Dur In No The duration of talk time that the agent has been connected to non-ACD type calls received from an external party.

AgentStatistics For Interval Summaries: DurCallsExternalReceived For Group Summaries: DurCallsExternalReceived

Int Num No ACD The total number of internal calls handled by the agent.


AgentStatistics For Interval Summaries: CallsInternalReceived – CallsConstInternalRcvd – CallsTransUnanncInternalRcvd + CallsInternalPlaced – CallsConstInternalPlaced For Group Summaries: CallsInternalReceived – CallsConstInternalRcvd – CallsTransUnanncInternalRcvd + CallsInternalPlaced – CallsConstInternalPlaced

MMMM MMMM




Tot No ACD Dur The total length of internal calls handled by the agent.

AgentStatistics For Interval Summaries: DurCallsInternalReceived – DurCallsConstInternalRcvd – DurCallsConfInternalRcvd – DurCallsTransInternalRcvd + DurCallsInternalPlaced − DurCallsConstInternalPlaced − DurCallsConfInternalPlaced For Group Summaries: DurCallsInternalReceived –DurCallsConstInternalRcvd –DurCallsConfInternalRcvd –DurCallsTransInternalRcvd + DurCallsInternalPlaced − DurCallsConstInternalPlaced − DurCallsConfInternalPlaced

Tot Work Dura The duration of the manually generated work sessions for the agent.

AgentStatistics For Interval Summaries: DurSessionsWork For Group Summaries: DurSessionsWork

MMMM

MMMM



Agent Group Agent Information Daily Report


Detail Description

Centergy Report Name Agent Group Agent Information Daily Report

Centergy Report Filename CW_ASAGANDY_AgentInformation.rpt

Report Description The report is a summary report of agent information by agent name regardless of date and time.



CallWise Report Name Agent Information Daily Report

CallWise Report Abbreviation CAWKLAGTGL


Agent Group Agent Information Daily Report Column Descriptions



Info Stats

Agent Group Dirn The agent group directory number. AgentGroup AgentGroupDirn


Agent ID The agent ID as defined in the switch database

Agent AgentId


MMMM MMMM





Statistics

Date The date that the data was collected Agent IntervalEnd

ACD Calls ACD calls answered by agent AgentStatistics (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

Avg ACD Talk Time Average length of time spent on an ACD call.

AgentStatistics (DurCallsAnswPriAcd + DurCallsAnswOverAcd+ DurCallsAnswPriCti + DurCallsAnswOverCti) / (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

Avg After Calls Wrap The average length of time that the agent spent in wrap-up.

AgentStatistics DurSessionsWrapUp / SessionsWrapUp

Avg Call and Wrap Time The average length of time spent on ACD calls and wrap-up.

AgentStatistics (DurCallsAnsw + DurSessionsWrapUp) / CallsAnsw

Outgoing Calls The total number of outgoing calls placed.


Avg Out Talk Time (*) The average length of time that the agent spent on placed outgoing calls.

AgentStatistics (DurCallsExternalPlaced − DurCallsConfExternalPlaced) / CallsExternalPlaced

Incoming Call The number of incoming non-ACD calls.


MMMM

MMMM




Avg In Talk Time The average length of time spent handling incoming non-ACD calls.


% Aux Work The percentage of time that the agent spent in work state.

AgentStatistics 100 * DurSessionsWork + DurSessionsWorkOther / DurSessionsOnline

% ACD Time The percentage of time that the agent spent on ACD calls and in Wrap-Up.

AgentStatistics 100 * (DurCallsAnsw + DurSessionsWrapUp) / DurSessionsOnline



MMMM MMMM



Report


MMMM

MMMM



Call Type Specific Daily Report


Detail Description

Centergy Report Name Call Type Specific Daily Report

Centergy Report Filename CW_CTCT_CallTypeStatisticsSummary.rpt

Report Description This report is a summary report of call type information for all available call types. This report could be run on a daily, weekly or monthly basis to provide an overall picture of call type information. CallsAnswPriStart and CallsAnswOverStart are not used for the average speed of answer calculation, as this is a daily report.


Qualification • Call Type • Call Type Folders


CallWise Report Abbreviation CPADLYGL


Call Type Specific Daily Report Column Descriptions



Info

Date Range

Date

Statistics

MMMM MMMM






CallsQ + (CallsDeflectDueQTime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth) − CallsAbandShort

Total Calls Answered The count of ACD calls that were answered by agents.


(CallsAnswPri + CallsAnswOver)

Total Calls Abandoned The number of calls abandoned while in queue or while ringing at an agent station.


(CallsAbandWithinThres + CallsAbandAfterThres)

Aband % The percentage of calls that were abandoned while in queue or while ringing at an agent station.


100 * ((CallsAbandWithinThres + CallsAbandAfterThres) / (CallsQ + CallsDeflected))

Avg Speed Answer The average length of time that elapsed between the time that a call was offered to the call type and the time that an agent picked up the call.


(QDurCallsAnsw + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver)

Avg Talk Time The average duration of all calls. Call Type Statistics

(DurCallsAnswOver + DurCallsAnswPri) / (CallsAnswOver + CallsAnswPri)

Adjusted Service Level The percentage of calls that were answered within the answer threshold assigned to the call type.


100 * CallsAnswWithinThres / (CallsAnswWithinThres + CallsAnswAfterThres + CallsAbortNoAgentsCti + CallsAbandWithinThres + CallsAbandAfterThres + CallsFinalDispBusyOut)

MMMM

MMMM



Report


MMMM MMMM



Call Type Statistics Interval Report


Detail Description

Centergy Report Name Call Type Statistics Interval Report

Centergy Report Filename CW_CTCTIN_CallTypeStatistics.rpt

Report Description This report is a summary of call type information for all available call types summed together by time. This report could be run on a daily, weekly or monthly basis to provide an overall picture of call type information.


Qualification • Call Type • Call Type Folder


CallWise Report Abbreviation CPAINTGL


Call Type Statistics Interval Report Column Descriptions



Info Stats

Call Type The call type directory number. CallTypeStatistics CallTypeDirn

Interval The interval time range. CallTypeStatistics

MMMM

MMMM




Statistics

Total Calls Offered The total number of calls offered to the call type. Included are calls that are queued as well as calls deflected from the call type.

CallTypeStatistics (CallsQ + CallsDeflectDueQTime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth − CallsAbandShort)

Total Calls Answered The count of ACD calls answered by agents. CallTypeStatistics (CallsAnswPri + CallsAnswOver)

Total Calls Abandoned The total number of calls abandoned during the current interval.

CallTypeStatistics (CallsAbandWithinThres + CallsAbandAfterThres)

Aband % The percentage of abandoned calls versus the total number of calls offered to the call type.

CallTypeStatistics 100 * ((CallsAbandWithinThres + CallsAbandAfterThres) / (CallsQ + CallsDeflected))

Avg Speed Answer The average length of time that has elapsed between the time that a call was offered to the call type and the call was picked up by an agent.

CallTypeStatistics (QdurCallsAnsw + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver + CallAnswPriStart + CallsAnswOverStart) Group Totals: (QdurCallsAnsw + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver)

Avg Talk Time The average duration of all ACD calls. CallTypeStatistics (DurCallsAnswOver + DurCallsAnswPri) / (CallsAnswOverAcd + CallsAnswPriAcd + CallsAnswOverCti + CallsAnswPriCti)

MMMM MMMM




Adjusted Service Level The percentage of calls handled by the call type that were answered within the answer threshold assigned to the call type.

CallTypeStatistics 100 * CallsAnswWithinThres / (CallsAnswWithinThres + CallsAnswAfterThres + CallsAbortNoAgentsCti + CallsAbandWithinThres + CallsAbandAfterThres + CallsFinalDispBusyOut)

MMMM

MMMM



Report


MMMM MMMM



Agent Total Calls Report


Detail Description

Centergy Report Name Agent Total Calls Report

Centergy Report Filename CW_ASAT_AgentTotalCalls.rpt

Report Description Provides a summary of calls placed or received by an agent. This report will print only one line for each agent regardless of the number of days included in the report.



CallWise Report Name Agent Total Calls Report

CallWise Report Abbreviation CATOTCALGL


Agent Total Calls Report Column Descriptions



Info Stats

Agent Team Team Name NA

Agent The agent name. Agent NA

Statistics

ACD Calls

The total number of calls routed through a call guide and answered by the agent.


MMMM

MMMM




Outgoing Calls

The number of calls placed by members of the agent group to external parties where the calls were not for consultation, conference, or transfer.




Internal Calls The total number of internal calls handled by the agent excluding placed or received calls dealing with consultation, conference or transfer.

AgentStatistics CallsInternalReceived − CallsConstInternalRcvd − CallsTransUnanncInternalRcvd + CallsInternalPlaced − CallsConstInternalPlaced

Total Calls

The total number of ACD calls handled by the agent.

AgentStatistics CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti + Calls External Placed + CallsExternalReceived + CallsInternalPlaced + CallsInternalReceived −

CallsConstInternalRcvd − CallsTransUnanncInternalRcvd

Ave ACD Call Dur

The average duration of ACD calls answered by the agent.

AgentStatistics DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti

/

CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti

MMMM MMMM




Ave All Call Dur

The average duration of all calls answered by the agent.

AgentStatistics (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti + DurCallsExternalPlaced − DurCallsConfExternalPlaced + DurCallsExternalReceived + DurCallsInternalReceived − DurCallsConstInternalRcvd − DurCallsConfInternalRcvd − DurCallsTransInternalRcvd + DurCallsInternalPlaced)

/

(CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti + CallsExternalPlaced + CallsExternalReceived + CallsInternalReceived − CallsConstInternalRcvd − CallsTransUnanncInternalRcvd + CallsInternalPlaced)

MMMM

MMMM



Report


MMMM MMMM



Agent Average Daily Information by Team Report


Detail Description

Centergy Report Name Agent Average Information by Team Report

Centergy Report Filename CW_ASAGANDY_DailyAgentAverage.rpt

Report Description The report is an average summary report with agent information grouped by date and agent team.



CallWise Report Name Agent Average by Agent Work Group Report

CallWise Report Abbreviation CASUBAVGDAY


Agent Average Daily Information by Team Report Column Descriptions


Report Display Name

Description Database Table Formula

Info Stats

Agent Team Team Name

Agent Name The name of the agent. AgentStatistics AgentName

Agent Group The agent group DIRN. AgentStatistics AgentGroup

Statistics

MMMM

MMMM



Report Display Name


Online Duration

The total time that the agent was signed on.


Unansw Calls

The total number of unanswered calls for the agent.


Xfrd Calls The total number of transfers initiated by the agent

AgentStatistics CallsTransInternalPlaced + CallsTransExternalPlaced

ACD Calls The total number of ACD calls that were answered by the agent.


ACD Avg The average length of time spent on an ACD call.

AgentStatistics DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti / CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti

Work Dur The duration of the manually generated work sessions.


Work Avg The average length of time that the agent spent in wrap.


Hold Calls Total number of times the agent placed the called/calling party on hold.

AgentStatistics CallsHoldPlaced + CallsHoldPriAcd + CallsHoldOverAcd + CallsHoldReceived + CallsHoldPriCti + CallsHoldOverCti

Hold Avg The average length of time the agent kept a called/calling party on hold

AgentStatistics DurCallsHold / CallsHold

MMMM MMMM



Report Display Name


Out Calls The count of calls placed by the agent to parties external to the switch that were answered.



Out Avg The average length of external calls placed by the agent.

AgentStatistics DurCallsExternalPlaced − DurCallsConfExternalPlaced / CallsExternalPlaced – CallsConfExternalPlaced

Incm Calls The count of external non-ACD type calls received and answered by the agent.

Agent Statistics CallsExternalReceived

Incm Avg The average length of calls received and answered by the agent that were placed to the agent DIRN.


Intr Calls The total number of internal calls handled by the agent.

This number excludes placed or received calls dealing with consultation, conference or transfer

AgentStatistics CallsInternalReceived − CallsConstInternalRcvd − CallsTransUnanncInternalRcvd + CallsInternalPlaced − CallsConstInternalPlaced

MMMM

MMMM



Report Display Name


Intr Avg The average length of internal calls handled by the agent.

This number excludes placed or received calls dealing with consultation, conference or transfer

AgentStatistics DurCallsInternalReceived − DurCallsConstInternalRcvd − DurCallsConfInternalRcvd − DurCallsTransInternalRcvd + DurCallsInternalPlaced − DurCallsConstInternalPlaced − DurCallsConfInternalPlaced

/ CallsInternalReceived − CallsConstInternalRcvd − CallsTransUnanncInternalRcvd + CallsInternalPlaced − CallsConstInternalPlaced

MMMM MMMM



Report


MMMM

MMMM



Agent Information Summary by Team Report


Detail Description

Centergy Report Name Agent Information Summary by Team Report

Centergy Report Filename CW_ASATDYIN_AgentInformationSummary.rpt

Report Description The report is a summary of agent activities at the agent team level.



CallWise Report Name Agent Information Summary by Agent Work Group Report

CallWise Report Abbreviation CASUBSUMTOT


Agent Information Summary by Team Report Column Descriptions


Report Display Name


Info Stats

Agent Team The agent Team AgentFolder AgentFolderName

Agent Agent’s Name Agent AgentName

MMMM MMMM



Report Display Name


Statistics

ACD Calls

The number of ACD calls answered by the agent.


Avg ACD Time

The average length of time that the agent spent on ACD calls.

AgentStatistics DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti / CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti

Avg After Call Wrap

The average length of time the agent spent in automatic wrap-up.


AgentStatistics DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd+ DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti

/ SessionsWrapUpPriAcd + SessionsWrapUpOverAcd + SessionsWrapUpPriCti + SessionsWrapUpOverCti

Avg Call and Wrap

The average length of time the agent spent on a call and in wrap sessions following calls to the agent.

Only the portions of each wrap session where the agent was NOT using the phone is included in the calculation.

AgentStatistics DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti + DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti / CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti

MMMM

MMMM



Report Display Name


Out Calls The count of external non-ACD type calls placed by the agent.


Avg Out Time

The average length of time that the agent spent on external calls placed.

This time does not include calls for consultation, to establish a conference or to initiate a transfer.

AgentStatistics DurCallsExternalPlaced − DurCallsConfExternalPlaced / CallsExternalPlaced

Incom Calls The count of external non-ACD type calls received by the agent.


Avg In Time The average length of external calls received and answered by the agent.


Int Calls The total number of internal calls received by the agent.

This time does not include placed or received calls dealing with consultation, conference or transfer.

AgentStatistics CallsInternalReceived − CallsConstInternalRcvd − CallsTransUnanncInternalRcvd + CallsInternalPlaced

MMMM MMMM



Report Display Name


Int Avg The average length of internal calls handled by the agent.

The time does not include placed or received calls dealing with consultation, conference or transfer

AgentStatistics DurCallsInternalReceived − DurCallsConstInternalRcvd − DurCallsConfInternalRcvd − DurCallsTransInternalRcvd + DurCallsInternalPlaced − DurCallsConstInternalPlaced − DurCallsConfInternalPlaced / CallsInternalReceived − CallsConstInternalRcvd − CallsTransUnanncInternalRcvd + CallsInternalPlaced − CallsConstInternalPlaced

Trans Calls The total number of transfers initiated by the agent.

AgentStatistics CallsTransExternalPlaced + CallsTransInternalPlaced

Unans Calls The total number of unanswered calls for the agent.


% Work

The percentage of time that the agent was in work versus the length of time that the agent was signed on.

AgentStatistics For Agent Summary: 100 * (DurSessionsWork / DurSessionsOnline)

% ACD Time

The percentage of time the agent was spent on ACD calls plus wrap-up versus the length of time that the agent was signed on.

AgentStatistics (DurCallsAnswPriAcd + DurCallsAnswOverAcd + DurCallsAnswPriCti + DurCallsAnswOverCti + DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti) / DurSessionsOnline * 100



MMMM

MMMM



Report


MMMM MMMM



Agent Group Agent Allocation Report


Detail Description

Centergy Report Name Agent Group Agent Allocation Report

Centergy Report Filename CW_AGAGAN_AgentGroupAgentAllocation.rpt

Report Description This report tracks agent activities at the agent group level.



CallWise Report Name Pilot Agent Allocation Report

CallWise Report Abbreviation CAGRPTOTGL


Agent Group Agent Allocation Report Column Descriptions


Report Display Name Description Centergy Database Table Formula

Info Stats

Agent Group Dirn The agent group directory number AgentStatistics AgentGroupDirn

MMMM

MMMM



Report Display Name Description Centergy Database Table Formula

Statistics

Online Time The total time that the agent was signed on.


Unansw Calls The number of ACD calls that were not answered by the agent.

AgentStatistics (CallsUnanswPriAcd + CallsUnanswOverAcd + CallsUnanswPriCti + CallsUnanswOverCti)

Xfrd Calls The number of times that the agent transferred an ACD call that was initially received at the agent station.

(CallsTransExternalPlaced + CallsTransInternalPlaced)

ACD Calls The number of ACD calls answered by this agent.


% Avail The percentage of time that the agent was available to take ACD calls.


% Work The percentage of time that the agent spent in work.

AgentStatistics 100* DurSessionsWork / DurSessionsOnline

% Wrap The percentage of time that the agent spent in wrap-up.

AgentStatistics 100 * DurSessionsWrapUp / DurSessionsOnline

% Hold The percentage of time that the agent had ACD calls on hold.

AgentStatistics 100 * DurCallsHold/ DurSessionsOnline

Avg Talk Time The average length of time that the agent spent on an ACD call.

DurCallsAnsw / CallsAnsw

Avg Wrap Time The average length of time that the agent spent in wrap-up.

DurSessionsWrapUp / SessionsWrapUp

MMMM MMMM



Report


MMMM

MMMM



Call Source Tracking Report


Detail Description

Centergy Report Name Call Source Tracking Report

Centergy Report Filename CW_DNISASCT_CallSourceTracking.rpt

Report Description This report shows that shows the call types that were served by a group of agents as either primary or overflow support.

Data Detail • Daily Rollup • Lowest Levels of detail are based on Agent ID Summary • All time is represented in HH:MM:SS format


CallWise Report Name Call Source Tracking Report

CallWise Report Abbreviation COAVGDRNGL


Call Source Tracking Report Column Descriptions



Info Stats

Dirn Num The agent directory number. DNISCallType AgentStatistics

Agent ID The agent ID. DNISCallType AgentStatistics

MMMM MMMM




Agent Name The agent name. DNISCallType AgentStatistics

Primary Agent Group The agent group where the agent resides.

DNISCallType AgentStatistics

Originating Call Type The call type directory number DNISCallType AgentStatistics

Statistics

ACD Calls The number of ACD Calls answered by the agent.


(CallsAnswOver + CallsAnswPri)

Avg Call Duration The average duration of an ACD call (MM:SS)



#Calls The number of ACD calls answered by the agent for all originating call type numbers served by the agent.


(CallsAnswOver + CallsAnswPri)

Avg The average duration of all ACD calls answered by the agent.



MMMM

MMMM



Report


MMMM MMMM



Agent Allocation by Team Summary Report


Detail Description

Centergy Report Name Agent Allocation by Team Summary Report

Centergy Report Filename CW_ASATAGDY_AgentAllocationSummary.rpt

Report Description The report is a summary of agent allocation of time at the agent team level.



CallWise Report Name Agent Allocation by Agent Work Group Report

CallWise Report Abbreviation CASUBAVGDUR


Agent Allocation by Team Summary Report Column Descriptions



Info Stats

Report Period Time range for report AgentFolder

Agent Team Agent Work Group AgentGroup AgentGroup

Agent Group Agent Group name Agent AgentGroupDirn

Agent Agent Name and extension (Agent DIRN)

AgentStatistics AgentName/AgentDirn

MMMM

MMMM




Statistics

Online (HH:MM) Total time agent was Online AgentStatistics DurSessionOnline

# ACD Calls ACD calls answered by agent AgentStatistics (CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti)

Avbl Percentage of online time that the agent spent in the Available state.


Work Percentage of online time the spent in Work state.


Wrap Percentage of online time spent in the Wrap-Up state.

AgentStatistics 100 * (DurSessionsWrapUpPriAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverAcd + DurSessionsWrapUpOverCti) / DurSessionsOnline

Hold Percentage of time during an ACD call the agent had a call on hold

AgentStatistics 100 * (DurCallsHoldExternalPlaced + DurCallsHoldInternalPlaced + DurCallsHoldPriAcd + DurCallsHoldOverAcd + DurCallsHoldExternalRcvd + DurCallsHoldInternalRcvd + DurCallsHoldPriCti + DurCallsHoldOverCti) / DurSessionsOnline

Talk Average length of time spent on an ACD call (MM:SS)


MMMM MMMM




Wrap The average length of time that the agent spent in Wrap-Up (MM:SS)

(DurSessionsWrapUpPriAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverAcd + DurSessionsWrapUpOverCti) / (SessionsWrapUpPriAcd + SessionsWrapUpPriCTI + SessionsWrapUpOverAcd + SessionsWrapUpOverCTI)

MMMM

MMMM



Report


MMMM MMMM



Call Type Average Interval Report


Detail Description

Centergy Report Name Call Type Average Interval Report

Centergy Report Filename CW_CTCTDYIN_CallTypeAverageInterval.rpt

Report Description The report is a detailed report providing information on call types on an interval basis.



CallWise Report Name Pilot Average Interval Report

CallWise Report Abbreviation CPAVGPILGL


Call Type Average Interval Report Column Descriptions



Info Stats

Call Type Dirn The call type number. CallType CallTypeDirn


MMMM

MMMM



Report Display Name Description7 Database Table Formula

Statistics

Offrd The count of calls offered to the call type in the interval. Included are calls that are queued as well as calls deflected from the call type due to violation of a queue depth or queue time call type threshold setting.

CallTypeStatistics For Interval Summaries: (CallsQ + CallsDeflectDueAltQDepth + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueQTime − CallsAbandShort) For Group Summaries: (CallsQ + CallsDeflectDueAltQDepth + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueQTime − CallsAbandShort)

Deflc The number of calls receiving busy tone because max queue depth was reached.

CallTypeStatistics For Interval Summaries: (CallsDeflectDueAltQDepth + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueQTime) For Group Summaries: (CallsDeflectDueAltQDepth + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueQTime)

Aband Calls The number of calls abandoned while in queue or while ringing at an agent station.

CallTypeStatistics For Interval Summaries: CallsAbandAfterThres + CallsAbandWithinThres For Group Summaries: CallsAbandAfterThres + CallsAbandWithinThres

FDisp Calls The number of calls that remained in queue long enough to reach the Exit step of the call guide and were routed to the Exit destination.

CallTypeStatistics For Interval Summaries: CallsFinalDispBusyOut For Group Summaries: CallsFinalDispBusyOut

MMMM MMMM




Calls Ans The total number of calls answered. CallTypeStatistics For Interval Summaries: CallsAnswPri + CallsAnswOver For Group Summaries: CallsAnswPri + CallsAnswOver

Calls Ans Ave The average length of time to answer a call

CallTypeStatistics For Interval Summaries: (QdurCallsAnswPri + QdurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver + CallsAnswPriStart + CallsAnswOverStart) For Group Summaries: (QdurCallsAnswPri + QdurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver)

Norm Calls The number of ACD calls that were answered by the agent, where the agent was a member of the primary agent group in the call guide.

CallTypeStatistics For Interval Summaries: CallsAnswPri For Group Summaries: CallsAnswPri

Auto Ovfl The number of ACD calls that were answered by the agent where the agent was a member of an overflow agent group in the call guide.

CallTypeStatistics For Interval Summaries: CallsAnswOver For Group Summaries: CallsAnswOver

Man Ovfl (?) The number of calls answered by agents from an overflow agent group during manually initiated overflow.

NA NA

MMMM

MMMM




Calls Xfrd The number of calls successfully transferred after being answered the first time.

No stats available now

NA NA

%Answ <Trgt The percentage of calls answered within the threshold of the target destination

CallTypeStatistics For Interval Summaries: 100 * CallsAnswWithinThres / (CallsAnswPri + CallsAnswOver) For Group Summaries: 100 * CallsAnswWithinThres / (CallsAnswPri + CallsAnswOver)

Que’d Ave Average length of time a queued call remained in queue before being abandoned, answered, or routed to final disposition.

CallTypeStatistics For Interval Summaries: QdurCallsQ / (CallsQ – CallsDistribImmediately + CallsQStart) For Group Summaries: QdurCallsQ / (CallsQ – CallsDistribImmediately)

MMMM MMMM



Report


MMMM

MMMM



Call Type Profile Report


Detail Description

Centergy Report Name Call Type Profile Report

Centergy Report Filename CW_CTCTDYIN_CallTypeProfile.rpt

Report Description See description below.


Qualification • Call Type • Call Type Folder

CallWise Report Name Pilot Profile Call Report

CallWise Report Abbreviation PPCALLREPGL


Call Type Profile Statistic Description

The Call Type Profile Report is a summary report which tracks ACD Pilot group performance by pilot numbers. There are 2 statistical profiles printed, they are:

• Answered Call Profile - Provides statistics for the number of calls answered by all agents for this pilot number, for each time interval.

• Abandoned Call Profile - Provides statistics for the number of calls abandoned while in queue or ringing at a station for each pilot, for each time interval.

Each profile contains a header that represents time intervals in seconds. The Minus (-) represents time less than the given number of seconds; the Plus (+) represents time greater than the given number of seconds. The header is similar to the following:

-30+ -60+ -90+ -120+ -150+ -180+ -210+ -240+ -270+

MMMM MMMM



For example:

-------------------------- ANSWERED CALL PROFILE------------------------

-30+ -60 -90+ -120+ -150+ -180+ -210+

#Calls 10 20 30 40 50 60 70

• 10 calls were answered in less than 30 seconds

• 20 were answered in greater than 30 seconds but less than 60 seconds

• 30 calls were answered in greater than 60 seconds but less than 120 seconds, etc.

Call Type Profile Report Column Descriptions



Info Stats

Call Type Number CallTypeDirn CallTypeStatistics CallTypeDirn

User Group CallTypeUserGroup CallTypeStatistics CallTypeUserGroup

Statistics

Answered Call Profile: −<Interval>+

This section has a heading row of 9 intervals

CallTypeStatistics AnswerLimit1 thru AnswerLimit9

Answered Call Profile: #Calls

There are 10 values and a total displayed in a row.

CallTypeStatistics CallsAnswRange1 thru CallsAnswRangeX

MMMM

MMMM




Answered Call Profile: % Calls

There are 10 values and a total (100%) displayed in a row. Each could be derived in Centergy as CallsAnswRange<n> / sum of CallsAnswRange1 thru CallsAnswRangeX * 100.

CallsAnswRange<n> / Sum of CallsAnswRange1 thru CallsAnswRangeX * 100

Answered Call Profile: Cum #

There are 10 values and a total displayed in a row. Each could be derived in Centergy by summing CallsAnswRange1 thru CallsAnswRangeX

. Sum of CallsAnswRange1 thru CallsAnswRangeX

Answered Call Profile Cum %

There are 10 values and a total (100%) displayed in a row. Each could be derived in Centergy as sum of CallsAnswRange1 thru CallsAnswRange<n> / sum of CallsAnswRange1 thru CallsAnswRangeX * 100.

CallTypeStatistics Sum of CallsAnswRange1 thru CallsAnswRange<n> / Sum of CallsAnswRange1 thru CallsAnswRangeX * 100

Abandoned Call Profile: −<Interval>+

This section has a heading row of 9 intervals.

CallType AbandonLimit1 thru AbandonLimit9

Abandoned Call Profile: # Calls


CallTypeStatistics CallsAbandRange1 thru CallsAbandRangeX

Abandoned Call Profile: % Calls

There are 10 values and a total (100%) displayed in a row. Each could be derived in Centergy as CallsAbandRange<n> / sum of CallsAbandRange1 thru CallsAbandRangeX * 100.

CallTypeStatistics CallsAbandRange<n> / Sum of CallsAbandRange1 thru CallsAbandRangeX * 100

MMMM MMMM




Abandoned Call Profile: Cum #


Each column is derived by summing CallsAbandRange1 thru CallsAbandRangeX

CallTypeStatistics Sum of CallsAbandRange1 thru CallsAbandRangeX

Abandoned Call Profile: Cum %

There are 10 values and a total (100%) displayed in a row.

CallTypeStatistics Sum of (CallsAbandRange1 thru CallsAbandRange <n>

/

Sum of CallsAbandRange1 thru CallsAbandRangeX) * 100

MMMM

MMMM



Report


MMMM MMMM



Call Type Interval Totals Report This is a description of this report.

Detail Description

Centergy Report Name Call Type Interval Totals Report

Centergy Report Filename CW_CTCTIN_CallType.rpt

Report Description This is a summary report which groups all data with the same time range and produces call type information for each interval of the day regardless of the call type number and date. This report could be generated on a weekly basis.



CallWise Report Name Pilot Half-Hour Totals Report

CallWise Report Abbreviation CPSTOPILGL


Call Type Interval Totals Report Column Descriptions



CallType Dirn The call type directory number. CallType

MMMM

MMMM





Call Type Statistics For Intervals: CallsQ + CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth –CallsAbandShort For Group Summaries: CallsQ + CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth -CallsAbandShort


Call Type Statistics For Intervals: CallsAbandAfterThres + CallsAbandWithinThres For Group Summaries: CallsAbandAfterThres + CallsAbandWithinThres

Norm The number of ACD calls that were answered by the agent, where the agent was a member of the primary agent group in the call guide.

Call Type Statistics For Intervals: CallsAnswPri For Group Summaries: CallsAnswPri

Ovfl

Number of calls answered by agents, other than the first pilot directory number’s agent. (Auto Ovfl

This number is not separated from Manual Overflow.

Call Type Statistics For Intervals: CallsAnswOver For Group Summaries: CallsAnswOver

Calls Answ Within Thres Number of calls answered within the threshold of the target designation

Call Type Statistics For Intervals: CallsAnswWithinThres For Group Summaries: CallsAnswWithinThres

MMMM MMMM






Call Type Statistics For Intervals: 100 * CallsAnswWithinThres / (CallsAnswPri + CallsAnswOver + CallsAnswPriStart + CallsAnswOverStart) For Group Summaries: 100 * CallsAnswWithinThres / (CallsAnswPri + CallsAnswOver)

Avg Speed of Answ The average length of time that elapsed between the time that a call was offered to the call type and the call type was picked up by an agent.

Call Type Statistics For Intervals:

(QDurCallsAnswPri + QDurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver)

/ (CallsAnswPri + CallsAnswOver + CallsAnswPriStart + CallsAnswOverStart) For Group Summaries: (QDurCallsAnswPri + QDurCallsAnswOver + DurRingTimeAnswPri + DurRingTimeAnswOver) / (CallsAnswPri + CallsAnswOver)

Avg Queue Time The average length of time a queued call remained in queue before being abandoned, answered, or routed to final disposition.

Call Type Statistics For Intervals: QDurCallsQ / (CallsQ – CallsDistribImmediately + CallsQStart) For Group Summaries: QdurCallsQ / (CallsQ – CallsDistribImmediately)

MMMM

MMMM



Report


MMMM MMMM



Call Type Interval Statistics Spreadsheet


Detail Description

Centergy Report Name Call Type Interval Statistics Spreadsheet

Centergy Report Filename CW_CTCTDYIN_CallTypeStatistics.rpt

Report Description The Call Type Interval Statistics Report provides formatted raw call type data. No calculations are performed except to total the statistics. The intent of this report is to be run and then imported into a spreadsheet.

This report is not intended for printing.




CallWise Report Abbreviation CPSTATINT


MMMM

MMMM



Call Type Interval Statistics Spreadsheet Column Descriptions



Info Stats

CallType Dirn The call type directory number. CallType

Statistics

Tot Talk Time The total amount of time agents spent on the phone handling calls from this call type during the interval.

Call Type Statistics (DurCallsAnswOver + DurCallsAnswPri)

Num Pri Dest The count of ACD calls that were answered by agents selected by from the primary agent group.

Call Type Statistics CallsAnswPri

Num Aband The total number of calls abandoned from the call type during the current interval.

Call Type Statistics (CallsAbandWithinThres + CallsAbandAfterThres)

Num Queued The count of calls offered to the call guide that were queued because there was no agent immediately available to handle the calls.

Call Type Statistics (CallsQ – CallsDistribImmediately)

Tot Que Dur The processing time for queued calls. This duration ends when the call is delivered (ringing) to an agent or otherwise leaves the call guide processing.

Call Type Statistics QDurCallsQ

MMMM MMMM




Long Que Dur Call Type Statistics Max Value of:

LongQDurCallsAbandIvr, LongQDurCallsAbandIvr, LongQDurCallsAbandInQ, LongQDurCallsAbandRinging, LongQDurCallsAbortNoAgentsCTI, LongQDurCallsAniRoute, LongQDurCallsCallGuideTrans, LongQDurCallsAnswOver, LongQDurCallsAnswPri

Num Auto Over / Num Man Over

The number of ACD calls that were answered by agents where the agents were selected from an overflow agent group in the call guide. The call guide ends processing when the call is delivered to (rings) an agent.

Call Type Statistics CallsAnswOver

Ans Que Dur The total length of time that queued calls remained in the queue (excluding ring time at the agent station) before being answered.

Call Type Statistics (QDurCallsAnswPri + QDurCallsAnswOver)

Num Final Disp The number of calls that remained in queue long enough to reach the Exit step of the call guide and were routed to the Exit destination.

Call Type Statistics CallsFinalDispBusyOut

Num Trans The count of calls leaving the call guide without selecting an agent where the call guide was instructed to transfer the call.

Call Type Statistics CallsTransPlaced

Num Deflected The number of calls receiving busy tone because max queue depth was reached.

Call Type Statistics (CallsDeflectDueQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQTime + CallsDeflectDueAltQDepth)

MMMM

MMMM




Num Ans Thres The count of calls processed by the call guide and answered by agents within (less than or equal to) the threshold (queue time + ring time) set for the call type. This count also includes those calls answered outside the call guide, meeting the above threshold criteria, after executing the call guide exit step or after being transferred from the call guide by an OAI application.

Call Type Statistics CallsAnswWithinThres

Ans Thres NA NA NA

MMMM MMMM



Report


MMMM

MMMM



Trunk Group Interval Report


Detail Description

Centergy Report Name Trunk Group Interval Report

Centergy Report Filename CW_TGTGDYIN_TrunkGroupInterval.rpt

Report Description The Trunk Group Interval Report is a detailed interval report that also gives totals for the trunk group.


Qualification Trunk Group(s)

CallWise Report Name Trunk Group Report

CallWise Report Abbreviation TGTOTGRPGL


Trunk Group Interval Report Column Descriptions


Report Display Name


Info Stats

Group Number Trunk Group Number TrunkGroupStatistics TrunkGroup

Group Start Time

Not Available in Centergy

Group Type The group type. TrunkGroupStatistics GroupType

User Group The user group of the trunk group. TrunkGroupStatistics UserGroup

Statistics

MMMM MMMM



Report Display Name


Idle Status The number of trunks in the trunk group that are in an idle state at the time of statistics extract.

TrunkGroupStatistics IdleStatus

MOS Status The number of trunks that are in a Maintenance Out of Service state at the time of statistics extract.

TrunkGroupStatistics MOSStatus

Seize Attempts The number of times that a trunk in this group was the group was selected for routing.

TrunkGroupStatistics SeizeAttempts

All Trunks Busy The number of times the trunk group was selected and there were no trunks available because they were all in use.

TrunkGroupStatistics AllTrunkBusy

% Busy Attempts

The percentage of time that the trunk group was selected and found to be in the All Trunks Busy state.

TrunkGroupStatistics AllTrunkBusy / SeizeAttempts

Group Busy The number of times a trunk is seized, and that seizure puts the trunk group in an “All Trunks Busy” condition.

TrunkGroupStatistics GroupBusy

Busy Duration The length of time that the group was in an “All Trunks Busy” condition.

TrunkGroupStatistics GroupBusyDur

MMMM

MMMM



Report


MMMM MMMM



Trunk Group Daily Report


Detail Description

Centergy Report Name Trunk Group Daily Report

Centergy Report Filename CW_TGTGDY_TrunkGroupDaily.rpt

Report Description The Trunk Group Daily Report summarizes trunk group statistics by days of the week and gives totals for each group.


Qualification Trunk Group(s)

CallWise Report Name Trunk Group Daily Report

CallWise Report Abbreviation TGWKLGRPGL


Trunk Group Daily Report Column Descriptions



Group Number Trunk Group Number TrunkGroupStatistics TrunkGroup

Group Start Time Not Available in Centergy

Group Type The group type. TrunkGroupStatistics GroupType

User Group The user group of the trunk group. TrunkGroupStatistics UserGroup

Idle Status The number of trunks in the trunk group that are in an idle state at the time of statistics extract.

TrunkGroupStatistics IdleStatus

MMMM

MMMM




MOS Status The number of trunks that are in a Maintenance Out of Service state at the time of statistics extract.

TrunkGroupStatistics MOSStatus

Seize Attempts

The number of times that a trunk in this group was the group was selected for routing.

TrunkGroupStatistics SeizeAttempts

All Trunks Busy

The number of times the trunk group was selected and there were no trunks available because they were all in use.

TrunkGroupStatistics AllTrunkBusy

% Busy Attempts

The percentage of time that the trunk group was selected and found to be in the All Trunks Busy state.

TrunkGroupStatistics AllTrunkBusy / SeizeAttempts

Group Busy

The number of times a trunk is seized, and that seizure puts the trunk group in an “All Trunks Busy” condition.

TrunkGroupStatistics GroupBusy

Busy Duration The length of time that the group was in an “All Trunks Busy” condition.

TrunkGroupStatistics GroupBusyDur

MMMM MMMM



Report


MMMM

MMMM



Trunk Member Interval Report


Detail Description

Centergy Report Name Trunk Member Daily Report

Centergy Report Filename CW_TMTMDYIN_TrunkMemberInterval.rpt

Report Description The Trunk Member Report provides detailed information on individual trunks.


Qualification Trunk(s)

CallWise Report Name Trunk Member Report

CallWise Report Abbreviation TMTOTGRPGL

Reference Number CW29

Trunk Member Interval Report Column Descriptions



Info Stats

Group Number The trunk group number. TrunkMemberStatistics TrunkGroupID

Port Number The port number on the switch. TrunkMemberStatistics Port

Group Type The type of group TrunkMemberStatistics GroupType

Status A character indicating the status of the group member: • I = In Service • O = MOS

TrunkMemberStatistics Status

MMMM MMMM




Channel Num The number a member of a data group. TrunkMemberStatistics ChannelNum

Group Start Date Not Available in Centergy

Group Start Time Not Available in Centergy

Statistics

# Term The number of times that this trunk was selected for an outbound call.

TrunkMemberStatistics Terminations

Dur Term The length of time that this trunk was in an active state on outbound calls.

TrunkMemberStatistics TermDur

# Orig The number of times that this trunk was selected for an inbound call.

TrunkMemberStatistics Originations

Dur Orig The length of time that the trunk was in an active state on inbound calls.

TrunkMemberStatistics OrigDur

Failures Number of times this trunk was seized for an outbound call and failed to return to the proper signaling.

TrunkMemberStatistics Failures

MMMM

MMMM



Report


MMMM

MMMM



Chapter 8 Third Party Services Protocol and Reports – External Interfaces

Interval Statistics Service Protocol

The Interval Statistics (IS) service (CCMS3PInterval) of the Centergy Third Party Services (CTPS) is a software component of a Centergy Network Management Server (CNMS). It supports interchange with external work-force management systems.

The IS service:

• Provides interval statistics that are historical data

• Can handle an unlimited number sessions when the system has adequate resources

The external application is not required to login to or logout of this service.

Vendors

The IS service supports the following third party product vendors:

• TeleCenter Systems (TCS)

• IEX Corporation

• Blue Pumpkin Software

• Pipkins

Report Target Locations

The IS service supports the following target report location types:

• Shared network drive

• FTP server

MMMM MMMM

Third Party Services Protocol and Reports — External Interfaces


File Handling

The service handles files differently for different external applications.

File Handling for TCS

For TCS, the IS service:

• Appends the report to an existing target file

• Uses the filename supplied in the interface setup in Centergy Manager as the filename for the target report file

File Handling for IEX

For IEX, the IS service:

• Does not write a report over an existing report of the same name (if a target report file already exists, the IS does not write the new report until the current report file has been removed)

• Combines all reports generated at an interval together in one target report file:

– The IS service writes daily reports to the target report file first, followed by interval reports

– The IS service sends daily reports with interval reports, following the time that the daily reports were generated

• Saves the target report file with a name in the form MMDDYY.HHMM, based on GMT. The date represents the time that the report was created, not the time that the file was written

File Handling for Blue Pumpkin and Pipkins

For Blue Pumpkin and Pipkins, the IS service:

• Does not write a report over an existing report of the same name (if a target report file already exists, the IS does not write the new report until the current report file has been removed)

This should not occur because the target filename is incremented based upon the files found in the target directory

• Saves the target report file with a name in the form <FILENAME>.999999, where FILENAME is the filename supplied by the user, and 999999 is a integer that is incremented one greater than the last filename in the target directory

MMMM

MMMM



All Vendors

For all vendors except IEX, the IS service:

• Uses the default filename of CCMSIS.RPT if the user does not supply a filename in the interface setup in the Centergy Manager

• At each interval, attempts to write all unprocessed reports in chronological order. It does not write any report until it has successfully written all chronologically previous reports

Data

The formats for IS service reports conform to each specific vendor specification. The IS service writes reports at the intervals configured for the interface in Centergy Manager.

Blue Pumpkin Call Type Interval Report

The Blue Pumpkin Call Type Interval Report is based on guidelines from Blue Pumpkin. The following tables summarize the Blue Pumpkin data requirements and formats.

ColumnID is the key for a table.

Col ID

Script ID

Col Pos

Column Name Definition Centergy Statistic SQL Name

Formula Row ID

1 1 Call Type Report

0 -3

1 1 Date -5 -2

1 1 Time -3 -1

1 2 -6 -1

1 1 ID The call type directory number

CallTypeDirn (3004002)

0

MMMM MMMM



Col ID

Script ID

Col Pos


Formula Row ID

Data Items

1 2 Calls The number of calls coming into this call type.

CallsOffered CallsQ + (CallsDeflectDueAltQDepth + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueQTime) - CallsAbandShort

0

1 3 Service Level Either Service Level or ASA as needed

ServiceLevel 100 * CallsAnswWithinThres / CallsOffered

0

1 4 Average Speed to Answer

(ASA)

Average Speed of Answer

AverageSpeedOf Answer

QDurCallsAnsw / CallsAnsw 0

1 5 Average Handling Time

(AHT)

The average duration of time spent on an ACD call plus Wrap time.

(DurCallsAnsw + DurSessionsWrapUp) / CallsAnsw

0

1 6 Average Talk Time (ATT)

Average Talk Time

AvgTalkTime DurCallsAnsw / CallsAnsw 0

1 7 Average Wrap-Up Time (AWT)

The average duration of time spent in the wrap state.

AvgDurSessionsWrap Up

DurSessionsWrapUp / CallsAnsw

0

1 8 Calls Abandoned

The number of calls abandoned.

CallsAband CallsAbandIVR + CallsAbandInQ + CallsAbandRinging

0

MMMM

MMMM



Col ID

Script ID

Col Pos


Formula Row ID

1 9 Staff The number of agents logged in.

NA NA 0

1 1 End of Blue Pumpkin Call Type Report

The end of the call type report.

1

MMMM MMMM



Blue Pumpkin Agent Group Report

The Blue Pumpkin Agent Group Report is an interval statistics report based on guidelines from Blue Pumpkin. The following tables summarize the Blue Pumpkin data requirements and formats.


Col ID

Script ID

Col Pos


Formula Row ID

1 1 Agent Group Report

0 -3

1 1 Date -5 -2

1 1 Time -3 -1

1 2 -6 -1

1 1 ID The agent group directory number.

AgentGroupDirn (2004002)

0

Data Items

1 2 Calls The number of calls offered.

CallsOffered CallsQOverACD + CallsQOverCTI + CallsQPriACD + CallsQPriCTI

0

1 3 Service Level The service level. ServiceLevel 100 * CallsAnswWithinThres / CallsOffered

0


The average speed of answer.


0


The average handle time. AvgTalkAndWrapUpTime TalkAndWrapUpTime / CallsCustomer

0

MMMM

MMMM



Col ID

Script ID

Col Pos


Formula Row ID

1 6 Average Talk Time

The average talk time. AvgTalkTime DurCallsCustomer / CallsCustomer

0

1 7 Average Wrap-Up Time

The average time spent in wrap-up after a call.


0

1 8 Calls Abandoned

The number of calls abandoned during the interval.


0

1 9 Staff The number of agents signed on to the agent group during the interval.

DurSessionsOnline / IntervalEnd - IntervalBegin

DurSessionsOnline / IntervalEnd - IntervalBegin

0

1 1 End of Agent Group Report

1

MMMM MMMM



IEX Call Group Report

The IEX Call Group Report is based on guidelines provided by IEX. The following tables summarize the IEX data requirements and formats, and maps IEX statistics to Centergy statistics. The information is presented in column order.

ColumnId is the key for the table.

Col ID

Script ID

Col Pos

IEX Column Name

Centergy Definition Centergy Statistic SQL Name

Formula Row ID

1 1 Header IEX CALL GROUP REPORT

0 NA -2

1 1 Date/Time mm/dd/yyyy hh:mm -4 NA -1

Data Items

1 1 Call Group Number

The ACD call type number.

CallTypeDirn

3004002

NA 0

1 2 Answered Calls The number of calls answered on this call type during this interval.

CallsAnsw CallsAnswPri + CallsAnswOver

0

1 3 Abandoned Calls

The number of calls that were abandoned on this call type during this interval.

CallsAband CallsAbandIVR + CallsAbandInQ + CallsAbandRinging

0

1 4 Answered within Grade of Service

The number of calls answered within a particular grade of service time.

CallsAnswWithinThres NA 0

MMMM

MMMM



Col ID

Script ID

Col Pos

IEX Column Name

Centergy Definition Centergy Statistic SQL Name

Formula Row ID

1 5 Abandoned within Grade of Service

The number of calls abandoned within a particular grade of service time.

CallsAbandWithinThres NA

1 6 Total Talk The total talk time of answered calls received on this call type during this interval.

DurCallsAnsw DurCallsAnswOver + DurCallsAnswPri

0

1 7 Delayed Calls The number of calls queued on this call type during this interval.

CallsQ

NA 0

1 8 Delay Time The total delay time of calls before they were answered (or average speed of answer may be provided.)

QDurCallsQ NA 0

1 1 Trailer END OF CALL GROUP REPORT

0 NA 1

MMMM MMMM



IEX Agent Detail Report

The IEX Agent Detail Report is based on guidelines provided by IEX. The following tables summarize the IEX data requirements and formats, and maps IEX statistics to Centergy statistics. The information is presented in column order.

ColumnId is the key for the table.

Col ID

Script ID

Col Pos

IEX Column Name

Definition Centergy Statistic SQL Name

Formula Row ID

1 1 Agent Detail Report

IEX AGENT DETAIL REPORT

0 NA -2

1 1 Date/Time mm/dd/yyyy hh:mm -4 NA -1

Data Items

1 1 Call Group Number

The agent group number for this agent.

AgentGroupDirn

1004005

NA 0

1 2 Agent ID The agent login ID number.

AgentId

1004001

NA 0

1 3 Answered Calls

The number of calls answered by this agent in this group during this interval.

CallsCustomer CallsAnsw + CallsInternalReceived - CallsInternalReceivedNew

0

1 4 Talk Time The total talk time of answered calls received by this agent in this group during this interval.

DurCalls Customer

DurCallsAnsw + DurCallsInternalReceived - DurCallsInternalReceivedNew

0

MMMM

MMMM



Col ID

Script ID

Col Pos

IEX Column Name


Formula Row ID

1 5 Internal Calls The number of internal calls received by this agent in this group during this interval.

CallsInternal CallsInternalPlaced + CallsInternalReceived

0

1 6 Internal Talk Time

The total talk time of internal calls received by this agent in this group during this interval.

DurCallsInternal DurCallsInternalPlaced + DurCallsInternalReceived

0

1 7 Ready Time The total time that this agent spent in the Available state while logged in to this agent group.

DurSessions Avail 0

1 8 Work Time The total time that the agent spent in the Work state while logged in to this agent group.

DurSessions Work + DurSessions WrapUp

(1000114 + 1005066)

DurSessionsWork + DurSessionsWrapUpPriAcd + DurSessionsWrapUpPriCti + DurSessionsWrapUpOverAcd + DurSessionsWrapUpOverCti

0

1 9 Idle Time The total time that the agent spent in the Unavailable state while logged in to this agent group.

DurSessions Unavail

NA 0

1 10 Out Calls The number of outbound calls placed by this agent in this agent group during this interval.

CallsExternal Placed

NA 0

MMMM MMMM



Col ID

Script ID

Col Pos

IEX Column Name


Formula Row ID

1 11 Out Time The total talk time of outbound calls placed by this agent in this agent group during this interval.

DurCallsExternalPlaced

NA 0

1 12 Login Time The total logged in time by this agent in this agent group during this interval.

DurSessions Online

NA 0

1 1 Trailer END OF AGENT DETAIL REPORT

0 1

MMMM

MMMM



IEX Agent Profile Report

The IEX Agent Profile Report is based on guidelines provided by IEX. The following tables summarize the IEX data requirements and formats, and maps IEX statistics to Centergy statistics. The information is presented in column order.

ColumnId is the key for a table.

Col ID

Script ID

Col Pos

IEX Column Name


Formula Row ID

2 1 Header IEX AGENT PROFILE REPORT

NA -2

2 1 Date mm/dd/yyyy NA -1

Data Items

2 1 Agent ID The agent log on number. AgentID NA 0

2 2 SignOn Time The time that the agent signed on to the agent group.

NA 0

2 3 SignOff Time The time that the agent signed off of the agent group.

NA 0

2 1 Trailer END OF AGENT PROFILE REPORT

NA 1

MMMM MMMM



Pipkins Queue (Call Type) Interval Report

The Pipkins Queue Report is based on guidelines from Pipkins. The following tables summarize the Pipkins data requirements and formats, and map Pipkins statistics to Centergy statistics. All of the information is presented in report column order.


Col ID

Script ID

Col Pos

Column Name Definition Centergy Statistic Name

Formula Row ID

1 1 Queue Report Pipkins Queue Report

-1

1 1 Queue Name 3004001 CallTypeName 0

1 2 Date -5 0

1 3 Time -6 0

Data Items

1 4 Calls Offered The number of calls offered.

CallsQ + (CallsDeflectDueAltQDepth + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueQTime) - CallsAbandShort


0

1 5 Calls Handled CallsAnsw CallsAnswPri + CallsAnswOver

CallsAnswPri + CallsAnswOver 0

1 6 Busies The number of calls that reached the Exit step of a call guide.

CallsFinalDispBusyOut 0

MMMM

MMMM



Col ID

Script ID

Col Pos

Column Name Definition Centergy Statistic Name

Formula Row ID

1 7 Calls Abandoned

The number of abandoned calls.

CallsAbandIVR + CallsAbandInQ + CallsAbandRinging

CallsAbandIVR + CallsAbandInQ + CallsAbandRinging

0

1 8 Percent Calls Answered

The percentage of calls answered.

100 * CallsAnsw / CallsOffered

100 * CallsAnsw / CallsOffered 0


The average talk time.

DurCallsAnsw / CallsAnsw DurCallsAnsw / CallsAnsw 0

1 10 Average After Call Handling Time

The average after call wrap-up time.

DurSessionsWrapUp / CallsAnsw

DurSessionsWrapUp / CallsAnsw 0


The average speed of Answ

QDurCallsAnsw / CallsAnsw QDurCallsAnsw / CallsAnsw 0

1 12 Staff in Work The duration of time that agents have been on calls during the interval.

DurCallsAnswPri + DurCallsAnswOver

DurCallsAnswPri + DurCallsAnswOver

0

1 13 Staff in Work or Ready

The duration of time that the agents have been on calls plus the time they have been available.

NA NA 0

1 1 End of Queue Report

0 1

MMMM MMMM



Pipkins Agent Group Interval Report

The Pipkins Agent Group Report is based on guidelines from Pipkins. The following tables summarize the Pipkins data requirements and formats, and map Pipkins statistics to Centergy statistics. All of the information is presented in report column order.


Col ID

Script ID

Col Pos


Formula Row ID


AgentGroupName (2004001)

-1

2 1 Team Name 0

2 2 Date -5 0

2 3 Time -6 0

Data Items

2 4 Calls Handled (CH)

CallsCustomer CallsAnsw + CallsInternalReceived - CallsInternalReceivedNew

0

2 5 Staff in Work The number of "worked" seconds during the interval. (The number of seconds that agents were on ACD calls during the period.)

DurCallsAnsw DurCallsAnswPriACD + DurCallsAnswPriCTI + DurCallsAnswOverACD + DurCallsAnswOverCTI

0

MMMM

MMMM



Col ID

Script ID

Col Pos


Formula Row ID

2 6 Staff in Work or Ready

The number of "staffed" seconds during the interval.

(The number of seconds that agents are logged on to the agent group or actively taking calls.)

DurSessionsAvail + DurCallsCustomer

DurSessionsAvail + DurCallsAnsw + DurCallsInternalReceived - DurCallsInternalReceivedNew

0


The average duration of time spent on ACD calls.


0

2 8 Average After Call Handling Time

The average duration of time spend in the Wrap-Up state.


0


0 1

MMMM MMMM



Pipkins Agent Interval Report

The Pipkins Agent Report is based on guidelines from Pipkins. The following tables summarize the Pipkins data requirements and formats, and map Pipkins statistics to Centergy statistics. All of the information is presented in report column order.


Col ID

Script ID

Col Pos


Formula Row ID

1 1 Agent Report 0 NA -1

1 1 Agent ID AgentId

1004001

NA 0

1 2 Agent Group Dirn AgentGroupDirn

1004005

NA 0

1 3 Date -5 NA 0

1 4 Time -6 NA 0

1 1 End of Agent Report 0 1

MMMM

MMMM



TCS Call Type Interval Report

The TCS Call Type Interval Report is based on guidelines from TCS. The following tables summarize the TCS data requirements and formats, and map the TCS statistics to Centergy statistics. The information is presented in report column order.

Col ID

Script ID

Col Pos

Column Name


Formula Row ID

1 1 Call Type Report

TCS Call Type Report

0 NA -1

1 1 Date mm/dd/yyyy -5 NA 0

1 2 Interval End hh:ss -6 0

Data Items

1 3 Call Center ID

CallCenter 3004000 0

1 4 Identifier 3004001 0

1 5 ACD Group The call type directory number.

CallTypeDirn

3004002

0

1 6 NCO The number of calls offered (Answered + Abandoned).



0

1 7 NCH The number of calls answered.

CallsAnsw CallsAnswPri + CallsAnswOver 0

1 8 ATT The average talk time in seconds.

AvgTalkTime DurCallsAnsw / CallsAnsw 0

MMMM MMMM



Col ID

Script ID

Col Pos

Column Name


Formula Row ID

1 9 AWCT The average after call work time in seconds.

AvgDurSessionsWrapUp DurSessionsWrapUp / CallsAnsw

0

1 10 ASA (ASA) - The Average Speed of Answer (Average Delay of Calls)

AvgSpeedOfAnsw QDurCallsAnsw / CallsAnsw 0

1 11 %SL The percentage of calls answered within the specified number of seconds.

ServiceLevel 100 * CallsAnswWithinThres / CallsOffered

0

1 1 End of Call Type Report

0 1

MMMM

MMMM



TCS Agent Group Interval Report

The TCS Agent Group Interval Report is based on guidelines from TCS. The following tables summarize the TCS data requirements and formats, and map the TCS statistics to Centergy statistics. The information is presented in report column order.

Col ID

Script ID

Col Pos

Column Name


Formula Row ID


TCS Agent Group Report

0 NA -1


2 2 Interval End hh:ss -6 0

Data Items

2 3 Call Center Id

The call center number.

Call Center (2004000)

0

2 4 Identifier 2004001 0

2 5 Agent Group The agent group directory number.

AgentGroupDirn 2004002

0

2 6 NCH Calls Handled: The number of calls answered by the agent group

CallCustomer CallsAnsw + CallsInternalReceived - CallsInternalReceivedNew

0

2 7 ATT Average Talk Time: The average talk time in seconds for the agent group.

AvgTalkTime DurCallsCustomer / CallsCustomer 0

MMMM MMMM



Col ID

Script ID

Col Pos

Column Name


Formula Row ID

2 8 ACWT Average after call work time: The average after call work time in seconds for the agent group.

AvgWrapUpTime DurSessionsWrapUp / SessionsWrapUp 0

2 9 APS Average Position Staffed: The total seconds that agents are available to take calls and are taking calls divided by the number of seconds in the interval.

(DurSessionsAvail + DurCallsCustomer) / (IntervalEnd − IntervalBegin)

(DurSessionsAvail + DurCallsAnsw + DurCallsInternalReceived - DurCallsInternalReceivedNew) / (IntervalEnd − IntervalBegin) (r1 – r0)

0


1

MMMM

MMMM



TCS Agent Interval Report

The TCS Agent Interval Report is based on guidelines from TCS. The following tables summarize the TCS data requirements and formats, and map the TCS statistics to Centergy statistics. The information is presented in report column order.

Col ID

Script ID

Col Pos

Col Name

Definition Centergy Statistic Name

Formula Row ID

1 1 Agent Report

TCS Agent Report 0 NA -1


1 2 Agent ID Agent Id (1004001)

0

Data Items

1 3 ACD Group

The agent group number. AgentGroupDirn (1004005)

0

1 4 SIT Agent Sign-On Time -7

1 5 SOT Agent Sign Off Time

1 6 NCH Calls Handled: The number of calls answered by the agent group

CallCustomer CallsAnsw + CallsInternalReceived - CallsInternalReceivedNew

-8

1 7 ATT Average Talk Time: The average talk time in seconds for the agent group.

AvgTalkTime DurCallsCustomer / CallsCustomer 0

1 8 AWT Average after call work time:The average after call work time in seconds for the agent group.


1 9 PIP The plugged-in percentage expressed as an integer between 0 and 100.

0

MMMM MMMM



Col ID

Script ID

Col Pos

Col Name

Definition Centergy Statistic Name

Formula Row ID

1 10 NOC The number of outbound calls.

CallsExternalPlacedNew

0

1 11 AOTT The average talk time for outbound calls.



0

1 12 AOWT The average after-call work time for outbound calls.


1 1 End of Agent Report

1

MMMM

MMMM



Real Time Statistics Service Protocol

The Real Time Stats (RTS) service (CCMS3PRealTime) of the Centergy Third Party Services (CTPS) transmits real-time statistics to third party applications.

Real Time Stats Service features:

• The third party application is not required to login or logout of this service.

• The real-time statistics service is capable of handling an unlimited number of sessions providing the system has adequate resources.

Vendors

The RTS service has been designed to support the following third party product vendors:

• Texas Digital Systems - QuickCom

Communication Ports

The RTS service supports the following types of communication:

• Serial RS232 via a null modem cable

• TCP sockets

Port Settings

Serial RS232:

Ports COM1, COM2, COM3, COM4

Data Rates 110 – 256000 bps

Data Bits 7, 8

Stop Bits 1, 1.5, 2

Parity NONE, ODD, EVEN, MARK, SPACE

Flow control NONE, XON/XOFF, HARDWARE

TCP Socket:

IP Must match the third party vendor server.

Port Must match the third party vendor server.

The real time TCP socket is set-up as a client that will connect to the third party vendors server software. After the real time service has connected to the TCP server it will begin sending real time statistics.

Data

The RTS service transmits team, agent group, call type, and agent-by-agent group statistics to third party applications at a configurable time interval.

MMMM MMMM



Data Format

The RTS service will return each display session's record setup in the Centergy Manager one at a time separated by the following delimiters:

Texas Digital Systems:

Row Delimiter <cr> Carriage Return

Column Delimiter "|" (Pipe Symbol)

Example:

A display session with these columns:

Call Center

Agent Dirn

Calls Answered Current Agent Stats

Agent Name Agent Group

Would produce output similar to this example:

3|6202|7|0|Agent_6202|3200<cr>

3|5200|5|0|Agent_5200|3000<cr>

3|5201|2|0|Agent_5201|3000<cr>

Average Queue Time Service Protocol

The Average Queue Time (AQT) service (CCMS3PAvgQTime) of the Centergy Third Party Services (CTPS) is a software component of a Centergy Network Management Server (CNMS). This service delivers the average queue time for all call types in a call center to an external application.

The AQT service:

• Can support multiple third party client connections at the same time

• Can handle an unlimited number of sessions when the system has adequate resources

The external application is not required to login to and logout of this service.

Vendors

The AQT service supports the following third party product vendors:

• EADS TELECOM North America

Communications

The AQT service supports the following types of communication:

• TCP socket

TCP/IP Socket Settings

The following table defines TCP/IP settings to support an Average Queue Time system.

MMMM

MMMM



Parameter Settings

IP Address Fixed to CNMS IP address

Socket Port User definable

Data

Whenever the average queue time for a call type changes, the AQT service sends the updated average queue time to the third party application. The client can also request the last calculated queue time for all call types.

Message Formats

Format specifications for messages from the AQT service to third-party applications include:

• Semicolons delimit data fields

• Line feeds <LF> delimit records

• The client request character string for all queue times is “Queue Time;<LF>”

• The queue time character string that AQT service sends to the application is:

xxxxx;nnn;tttt<LF>

Where:

String Element Meaning

xxxxx The call type

nnn The user group number

tttt The time in seconds

Agent Sign On/Off Report Protocol

File Format

This section describes the output file format.

Header

The header is the following string:

Agent Sign-On/Off Report Date: <date of report execution in MM/DD/YYYY format> AgentID|AgentName|SignOnDate|SignOnTime|SignOffDate|SignOffTime

Body

The body contains the following data:

Column Name Format

MMMM MMMM



Column Name Format

AgentID Numeric string

AgentName Alphanumeric string (name obtained from switch)

SignOnDate MM/DD/YYYY string

SignOnTime HH:MM:SS string

SignOffDate MM/DD/YYYY string

SignOffTime HH:MM:SS string

The vertical bar (“|”) character is used as the delimiter between fields.

File Format Example:

AgentID|AgentName|SignOnDate|SignOnTime|SignOffDate|SignOffTime

123456789|Larson, Neil|02/19/2002|23:45:15|02/19/2002|24:45:15

987654321|Smith, John|02/19/2002|23:45:15|02/19/2002|24:45:15

Footer

No footer is required.

File Processing

This section describes file processing. Filename

The date and time of the report execution is used to make the file name unique. (MMDDYYYY.HHMM)

File Transfer

The report output can be sent to:

• An FTP port

• A local/network file location configured by the customer.

Scheduling

The customer can schedule the report to run once per day at a fixed time.

Agent Adherence Service Protocol

The Agent Adherence (AA) service (CCMS3PAgentAdherence) of the Centergy Third Party Services (CTPS) is a software component of a Centergy Network Management Server (CNMS). This service delivers the real-time agent state to an external application. The AA service is compatible with the CallWise Agent Adherence standard (version 1.3) and supports new agent states supplied by Centergy Manager.

The AA service:

MMMM

MMMM



• Can support multiple third party client connections at the same time

• Can handle an unlimited number of sessions when the system has adequate resources

The external application:

• Must logon to this service and send keep-alive messages to hold the connection open

• Must logoff when it is finished with the connection

• Receives the agent states in real time for the call center where the application is logged in

• Can request the state for a specific agent or all agents for the call center where the application is logged in

Vendors

The AA service supports the following third-party product vendors:

• EADS TELECOM North America – CallWise

• EADS TELECOM North America – Centergy

Communications

The AA service supports the following types of communication:

• Serial RS232 via a null modem cable

• TCP/IP socket

Serial RS232 Port Settings

The following table defines the RS232 settings to support an agent adherence interface.

Parameter Settings

Ports COM1, COM2, COM3, COM4

Data Rates 110 – 256000 bps

Data Bits 7, 8

Stop Bits 1, 1.5, 2

Parity NONE, ODD, EVEN, MARK, SPACE

Flow Control NONE, XON/XOFF, HARDWARE

TCP/IP Socket Settings

The following table defines TCP/IP settings to support an agent adherence interface.

Parameter Settings

IP Address Fixed to CNMS IP address

Socket Port User definable

MMMM MMMM



Data

The AA service sends the agent state in real time for the call center where the third party application is logged in. The application can request the information for one or all of the agents for the call center where it is logged in.

Message Formats

Each message is in ASCII format. Each message begins with a message type string (four characters) and ends with a line feed <LF>. Semicolons delimit fields. A semicolon follows the last field. All time stamps are in yyyymmddhhmmss format.

Server Messages

Messages between the AA service and an agent adherence application include:

• Server Termination

• Keep Alive

• Agent Status Response

MMMM

MMMM



Server Termination Message

The AA service sends this message when it terminates because of an error or shutdown.

SRVT Time Stamp

Keep Alive Message

The AA service sends this message when it has not received a Keep Alive message from the application within two minutes. If it does not receive a response after another 60 seconds, the AA service closes the communication link (socket or port).

KPAL Time Stamp

Agent Status Response Message

The AA service sends this message at the request of the third party application. If the application requests information about all agents, the AA service sends as many messages as the number of agents in the given call center; after sending the last agent message, the AA service sends an empty message.

The agent information is in the following format:

ASTR Time Agent ID

DIRN State Time In Call Agent Group

The last empty message is in the following format:

ASTR <cr>

The following table describes the components of the message formats.

Column Description

Time Time Stamp in yyyymmddhhmmss format

Agent ID Agent Sign-on ID

DIRN Agent Directory Number

State Agent State

Time In Amount of time that the agent spent in the state in seconds.

Call Center Call Center DIRN

Pilot Agent Group Number

MMMM MMMM

Agent Group Statistic Rollup Types




Chapter 9 Custom Reports

Creating a Custom Report for Centergy

Primary Steps

The primary steps for creating a Centergy custom report include:

Step Action

1 Define the data that you want in the report

2 Setup CCMS_DB ODBC DSN on the development machine

3 Pick a template report file

4 Modify the copied file according to the custom report requirements

5 Add the report to Centergy

Define the Report Data

Before creating a Crystal report, answer all the following questions:

• What type of data (agent, agent group, or call type) will the report include?

• What level (interval, daily, or summary) will the report reflect?

• What grouping will the report use?

• What qualifier will the report include?

• What statistics or formulas will the report include?

• What name will the report have?

Possible Report Settings

The following table shows the possible settings for each type of reports. Any report requestor should create a report document that lists all the fields and formulas to be included in the report.

Data Type Grouping Data Table Qualifiers Other Tables

Agent • Day • Agent • Team

• AgentStatistics • Agent Session

Statistics

• Agent • Team

• Agent • AgentMap • AgentFolder

Agent Group

• Day • Agent • Agent

• AgentStatistics • Agent Session

Statistics

• Agent • Agent

Group

• Agent • AgentGroup

MMMM MMMM

Custom Reports


Data Type Grouping Data Table Qualifiers Other Tables Group

• Agent Group Folder

• AgentGroup Statistics

• Agent Group Folder

• AgentGroupMap • AgentGroupFolder

Call Type • Day • Call Type • Call Type

Folder

• CallTypeStatistics • DnisCallType

AgentStatistics

• Call Type • Call Type

Folder

• CallType • CallTypeGroup • CallTypeGroup

Folder

Set Up CCMS_DB ODBC DSN on the Development Machine

Adding a custom report to Centergy requires the creation of an Open Database Connectivity (ODBC) DSN on the development computer. It should point to the targeting SQL server and be named using the convention illustrated in “CCMS_DB.”

Pick a Template Report File

The easiest way to write a report is to pick a template from the existing Centergy reports and modify it. Find a report template that has the closest structure to the report needed and make a copy of it.

Modify the Copied File According to the Custom Report Requirements

To modify the copied file based on the custom report requirements:

Step Action

1. Delete all the database/formula fields from the report

2. Change the database location to the appropriate ODBC DSN. Save the change and run it one time to make sure nothing is broken

3. Change the “summary” information (FILE | Summary Info) to the appropriate report name and title

4. Examine the database tables and add or delete as needed

5. Add/Delete/Change grouping options as needed

6. Put field headings on the report and space them

7. Add database fields and formulas to the reports

8. Check “P_” formulas and make sure we have all the required fields (See Dynamic and Static "P_" Formulas below)

9. Run the report and make sure everything on the report looks good

10. Validate the statistics in the report

MMMM

MMMM



Dynamic "P_" Formulas

The following “P_” formulas are parameters buried in the reports that contain values to be replaced by appropriate values when the report is run. These “P_” values exist in each report.

Formula Name Formula Value Description

P_CallCenterName ‘Call Center 1’ Name of the call center

P_FromDate ‘20020109’ Starting date for report data. Stands for Jan 9, 2002

P_ToDate ‘20020110’ Stopping date for report data. Stands for Jan 10, 2002

P_FromTime ‘080000’ Starting time for report data. Stands for “8:00:00”

P_ToTime ‘170000’ Stopping time for report data. Stands for “17:00:00”

P_ProfileName ‘Profile Name picked by user’

Title shown on top of each report

P_UserName ‘JDoe’ Login name of the supervisor who runs this report

Static "P_" Formulas

The following “P_” formulas are defined in the report and will not be replaced when the report is run. These values represent the qualifiers for each report. Only the fields by which the report will be qualified need to be defined.

Formula Name Formula Value Qualifier in the Report

P_Agent {Agent.AgentIdentity} Agent

P_AgentFolder {AgentFolder.AgentFolderIdentity} Team

P_AgentGroup {AgentGroup.AgentGroupIdentity} Agent Group

P_AgentGroupFolder {AgentGroupFolder.AgentGroupFolder Identity}

Agent Group Folder

P_CallType {CallType.CallTypeIdentity} Call Type

P_CallTypeFolder {CallTypeFolder.CallTypeFolderIdentity} Call Type Folder

Add the Custom Report to the Report List

Two things must be done to add a custom report template to the report list a call center.

1. Add a record in the tbl_ReportTemplate table for each custom report template

2. Move the report file to the D:\CCMS\CallCenternnn\Custom Report Template directory. (Replace nnn with the correct call center number).

MMMM MMMM

Custom Reports


There are two ways to add the newly created custom report template to Centergy.

1. Add through Centergy Manager by:

• Logging into Centergy Manager as an administrator

• Using Manage > Report Template > Custom

• Follow the procedure Adding a Custom Report Template to Centergy Manager, in the Centergy Manager Administrator Guide (590-2503).

2. Use a script to add a report template by completing the following:

• Setup.cmd script calls AddCustomedReport.sql to add report template records in the database

• Copy the files to the appropriate directory

• Create of modify AddCustomedReport.sql for each new custom report

Report Details

Data Detail

Reports have two grouping levels.

Detail Value

Interval 1

Daily 2

Qualifiers

Report templates have the following qualifiers.

Qualifier Value

AGENTIDMASK 1

AGENTFOLDERIDMASK 2

AGENTGROUPIDMASK 4

AGENTGROUPFOLDERIDMASK 8

CALLTYPEIDMASK 16

CALLTYPEFOLDERIDMASK 32

Report Naming Conventions

The naming conventions for a report name include the following:

Character String in Name Meaning

AS (AN) Agent

AG Agent Group

MMMM

MMMM



Character String in Name Meaning

CT Call Type

AT Agent Team

DY Daily

IN Interval

Character String Types

Character strings in report names are of several types.

String Type Character Strings

Report type AS, AG, CT

Report Grouping AG, CT, AT

Report Detail AN

Daily/Interval DY, IN

“()” fields are optional.

Report Name Format

The format for report names is:

<ReportType><Report Grouping><Report Detail><Daily/Interval)>_<report information.rpt>

Examples

For example, the name for a report that uses agent statistics (AS), grouped by agent group, that shows information for each agent for each day would be:

ASAGANDY_AgentAllocation.rpt

As another example, a report that uses agent statistics data, grouped by agent team would be named. This is a summary report with that provides no daily totals.

ASAT_AgentAllocation.rpt

As a final example, a report that uses call type statistics data, grouped by call type, that show information for each interval and subtotaled for each day would be named:

CTCTDYIN_CallsAbandoned.rpt

Naming Conventions for Report Formulas

The following table defines acronyms for report formulas:

MMMM MMMM

Custom Reports


Report Formula Acronym Meaning

UR User regular formula

AS (as a statistic type) Agent

AG (as a statistic type) Agent Group

CT (as a statistic type) Call Type

Dur (as a formula type) Duration

Per (as a formula type) Percent

Interval (as a formula level) Interval

Agent (as a formula level) Agent

AG (as a formula level) Agent Group

CT (as a formula level) Call Type

Day (as a formula level) Daily

Grand (as a formula level) Grand Total

The following example uses these report formula naming conventions and represents a user with a regular formula for calls answered duration grouped at the agent level:

UR_AS_Dur_CallsAnsw_Agent

MMMM

MMMM



Appendix A Agent Statistic Rollup Types

Agent Statistic Rollup Types

Note that Max rollup data type is not supported in either release of Centergy and is equivalent to N/A. The statistics have been configured as Max in anticipation of supporting it.

Statistic Display Name Statistic SQL Name Centergy 1.3 Rollup Type

Centergy 1.2 Rollup Type

Agent Group Dirn AgentGroupDirn N/A N/A

Agent Group User Group AgentGroupUserGroup N/A N/A

Agent ID AgentId N/A N/A

Call Center CallCenter N/A N/A

Calls Aband - Count CallsAband Sum Sum

Calls Aband Ringing - Ring Time DurRingTimeAband Sum Sum

Calls Aband Ringing Over ACD - Ring Time DurRingTimeAbandOverAcd Sum Sum

Calls Aband Ringing Over CTI - Count DurRingTimeAbandOverCti Sum Sum

Calls Aband Ringing Pri ACD - Ring Time DurRingTimeAbandPriAcd Sum Sum

Calls Aband Ringing Pri CTI - Ring Time DurRingTimeAbandPriCti Sum Sum

Calls Conf - Time DurCallsConf Sum Sum

Calls Conf - Time, Avg AvgDurConfCall Weighted Average Average

Calls Conf - Time, Pcnt PcntConf Weighted Average Average

Calls Conf - Count CallsConf Sum Sum

MMMM MMMM

Appendix A. Agent Statistics Rollup Types




Calls Conf Non-ACD/CTI - Count CallsConfReceived Sum Sum

Calls Conf Non-ACD/CTI - Time DurCallsConfReceived Sum Sum

Calls Conf Non-ACD/CTI Ext - Count CallsConfExternalRcvd Sum Sum

Calls Conf Non-ACD/CTI Ext - Time DurCallsConfExternalRcvd Sum Sum

Calls Conf Non-ACD/CTI Int - Count CallsConfInternalRcvd Sum Sum

Calls Conf Non-ACD/CTI Int - Time DurCallsConfInternalRcvd Sum Sum

Calls Conf Over ACD - Count CallsConfOverAcd Sum Sum

Calls Conf Over ACD - Time DurCallsConfOverAcd Sum Sum

Calls Conf Over CTI - Count CallsConfOverCti Sum Sum

Calls Conf Over CTI - Time DurCallsConfOverCti Sum Sum

Calls Conf Placed - Count CallsConfPlaced Sum Sum

Calls Conf Placed - Time DurCallsConfPlaced Sum Sum

Calls Conf Placed Ext - Count CallsConfExternalPlaced Sum Sum

Calls Conf Placed Ext - Time DurCallsConfExternalPlaced Sum Sum

Calls Conf Placed Int - Count CallsConfInternalPlaced Sum Sum

Calls Conf Placed Int - Time DurCallsConfInternalPlaced Sum Sum

Calls Conf Pri ACD - Count CallsConfPriAcd Sum Sum

Calls Conf Pri ACD - Time DurCallsConfPriAcd Sum Sum

Calls Conf Pri CTI - Count CallsConfPriCti Sum Sum

Calls Conf Pri CTI - Time DurCallsConfPriCti Sum Sum

Calls Consult - Time DurCallsConst Sum Sum

Calls Consult - Time, Avg AvgDurConstCall Weighted Average Average

Calls Consult - Time, Pcnt PcntConst Weighted Average Average

MMMM

MMMM





Calls Consult - Count CallsConst Sum Sum

Calls Consult Non-ACD/CTI - Count CallsConstReceived Sum Sum

Calls Consult Non-ACD/CTI - Time DurCallsConstReceived Sum Sum

Calls Consult Non-ACD/CTI Ext - Count CallsConstExternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Ext - Time DurCallsConstExternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Int - Count CallsConstInternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Int - Time DurCallsConstInternalRcvd Sum Sum

Calls Consult Over ACD - Count CallsConstOverAcd Sum Sum

Calls Consult Over ACD - Time DurCallsConstOverAcd Sum Sum

Calls Consult Over CTI - Count CallsConstOverCti Sum Sum

Calls Consult Over CTI - Time DurCallsConstOverCti Sum Sum

Calls Consult Placed - Count CallsConstPlaced Sum Sum

Calls Consult Placed - Time DurCallsConstPlaced Sum Sum

Calls Consult Placed Ext - Count CallsConstExternalPlaced Sum Sum

Calls Consult Placed Ext - Time DurCallsConstExternalPlaced Sum Sum

Calls Consult Placed Int - Count CallsConstInternalPlaced Sum Sum

Calls Consult Placed Int - Time DurCallsConstInternalPlaced Sum Sum

Calls Consult Pri ACD - Count CallsConstPriAcd Sum Sum

Calls Consult Pri ACD - Time DurCallsConstPriAcd Sum Sum

Calls Consult Pri CTI - Count CallsConstPriCti Sum Sum

Calls Consult Pri CTI - Time DurCallsConstPriCti Sum Sum

Calls Customer Related ACD/CTI - Talk Time, Avg AvgTalkTime Weighted Average Average

Calls Customer-Related - Count CallsCustomer Sum Sum

MMMM MMMM





Calls Customer-Related - Talk Time DurCallsCustomer Sum Sum

Calls Customer-Related - Talk Time, Pcnt PcntTalkTime Weighted Average Average

Calls Customer-Related Talk and Wrap-Up - Time TalkAndWrapUpTime Sum Sum

Calls Customer-Related Talk and Wrap-Up - Time, Pcnt PcntTalkAndWrapUpTime Weighted Average

Average

Calls Offered - Count (Agent) CallsOffered Sum Sum

Calls On Hold - Count CallsHold Sum Sum

Calls On Hold - Time DurCallsHold Sum Sum

Calls On Hold - Time, Avg AvgDurHold Weighted Average Average

Calls On Hold - Time, Pcnt PcntHold Weighted Average Average

Calls On Hold Non-ACD/CTI - Count CallsHoldReceived Sum Sum

Calls On Hold Non-ACD/CTI - Time DurCallsHoldReceived Sum Sum

Calls On Hold Non-ACD/CTI Ext - Count CallsHoldExternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Ext Time DurCallsHoldExternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Int - Count CallsHoldInternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Int - Time DurCallsHoldInternalRcvd Sum Sum

Calls On Hold Only - Count CallsHoldOnly Sum Sum

Calls On Hold Only - Time DurCallsHoldOnly Sum Sum

Calls On Hold Only - Time, Avg AvgDurHoldOnly Weighted Average Average

Calls On Hold Only - Time, Pcnt PcntDurHoldOnly Weighted Average Average

Calls On Hold Over ACD - Count CallsHoldOverAcd Sum Sum

Calls On Hold Over ACD - Time DurCallsHoldOverAcd Sum Sum

Calls On Hold Over CTI - Count CallsHoldOverCti Sum Sum

MMMM

MMMM





Calls On Hold Over CTI - Time DurCallsHoldOverCti Sum Sum

Calls On Hold Placed - Count CallsHoldPlaced Sum Sum

Calls On Hold Placed - Time DurCallsHoldPlaced Sum Sum

Calls On Hold Placed Ext - Count CallsHoldExternalPlaced Sum Sum

Calls On Hold Placed Ext - Time DurCallsHoldExternalPlaced Sum Sum

Calls On Hold Placed Int - Count CallsHoldInternalPlaced Sum Sum

Calls On Hold Placed Int - Time DurCallsHoldInternalPlaced Sum Sum

Calls On Hold Pri ACD - Count CallsHoldPriAcd Sum Sum

Calls On Hold Pri ACD - Time DurCallsHoldPriAcd Sum Sum

Calls On Hold Pri CTI - Count CallsHoldPriCti Sum Sum

Calls On Hold Pri CTI - Time DurCallsHoldPriCti Sum Sum

Calls Parked - Count (Agent and Agent Group) CallsParked Sum Sum

Calls Parked Non-ACD/CTI - Int - Count CallsParkedInternalRcvd Sum Sum

Calls Parked Non-ACD/CTI Ext - Count CallsParkedExternalRcvd Sum Sum

Calls Parked over ACD - Count CallsParkedOverAcd Sum Sum

Calls Parked Over CTI - Count CallsParkedOverCti Sum Sum

Calls Parked Placed Ext - Count CallsParkedExternalPlaced Sum Sum

Calls Parked Placed Int - Count CallsParkedInternalPlaced Sum Sum

Calls Parked Pri ACD - Count CallsParkedPriAcd Sum Sum

Calls Parked Pri Cti - Count CallsParkedPriCti Sum Sum

Calls Picked Up - Count CallsPickedUp Sum Sum

Calls Placed Non-ACD/CTI - Count CallsPlaced Sum Sum

Calls Placed Non-ACD/CTI - Time DurCallsPlaced Sum Sum

MMMM MMMM





Calls Placed Non-ACD/CTI - Time, Avg AvgDurCallsPlaced Weighted Average Average

Calls Placed Non-ACD/CTI - Time, Pcnt PcntCallsPlaced Weighted Average Average

Calls Placed Non-ACD/CTI Ext - Count CallsExternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Ext - Time DurCallsExternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Ext - Time, Avg AvgOutTalkTime Weighted Average Average

Calls Placed Non-ACD/CTI Ext - Time, Pcnt PcntExternalPlaced Weighted Average Average

Calls Placed Non-ACD/CTI Ext New - Count CallsExternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Ext New - Time DurCallsExternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Ext New - Time, Avg AvgDurCallsExternalPlacedNew Weighted Average Average

Calls Placed Non-ACD/CTI Ext New - Time, Pcnt PcntDurCallsExternalPlacedNew Weighted Average Average

Calls Placed Non-ACD/CTI Int - Count CallsInternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Int - Time DurCallsInternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Int New - Count CallsInternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Int New - Time DurCallsInternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Int New - Time, Avg AvgDurCallsInternalPlacedNew Weighted Average Average

Calls Placed/Rcvd Non/ACD/CTI - Count DurCalls Sum Sum

Calls Placed/Rcvd Non-ACD/CTI - Count Calls Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext - Count CallsExternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext - Time DurCallsExternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext - Time, Avg AvgExternalTalkTime Weighted Average Average

Calls Placed/Rcvd Non-ACD/CTI Ext - Time, Pcnt PcntExternalTalkTime Weighted Average Average

Calls Placed/Rcvd Non-ACD/CTI Ext New - Count CallsExternalNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext New - Time DurCallsExternalNew Sum Sum

MMMM

MMMM





Calls Placed/Rcvd Non-ACD/CTI Ext New - Time, Avg AvgDurCallsExternalNew Weighted Average

Average

Calls Placed/Rcvd Non-ACD/CTI Int - Count CallsInternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int - Time DurCallsInternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int - Time, Avg AvgInternalTalkTime Weighted Average Average

Calls Placed/Rcvd Non-ACD/CTI Int - Time, Pcnt PcntInternalTalkTime Weighted Average Average

Calls Placed/Rcvd Non-ACD/CTI Int New - Count CallsInternalNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int New - Time DurCallsInternalNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int New - Time, Avg AvgDurCallsInternalNew Weighted Average

Average

Calls Placed/Rcvd Non-ACD/CTI Int New - Time, Pcnt PcntDurCallsInternalNew Weighted Average

Average

Calls Placed/Rcvd Non-ACD/CTI New - Count CallsNonAcdNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI New - Time DurCallsNonAcdNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI New - Time, Avg AvgDurCallsNonAcdNew Weighted Average Average

Calls Placed/Rcvd Non-ACD/CTI New - Time, Pcnt PcntDurCallsNonAcdNew Weighted Average Average

Calls Rcvd - Count CallsAnswAll Sum Sum

Calls Rcvd ACD - Count CallsAnswACD Sum Sum

Calls Rcvd ACD - Talk Time DurCallsAnswACD Sum Sum

Calls Rcvd ACD/CTI - Count (Agent Group) CallsAnsw Sum Sum

Calls Rcvd ACD/CTI - Ring Time DurRingTimeAnsw Sum Sum

Calls Rcvd ACD/CTI - Talk Time DurCallsAnsw Sum Sum

Calls Rcvd ACD/CTI Talk and Wrap-Up - Time, Avg (Agent Group) AvgTalkAndWrapUpTime Weighted Average Average

MMMM MMMM





Calls Rcvd CTI - Count CallsAnswCTI Sum Sum

Calls Rcvd CTI - Talk Time DurCallsAnswCTI Sum Sum

Calls Rcvd Non-ACD/ CTI Int - Count CallsInternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI - Count CallsReceived Sum Sum

Calls Rcvd Non-ACD/CTI - Ring Time DurRingTimeNonACD Sum Sum

Calls Rcvd Non-ACD/CTI - Time DurCallsReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Count CallsExternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Ring Time DurRingTimeExternalNonAcd Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Time DurCallsExternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Time, Avg AvgInTalkTime Weighted Average Average

Calls Rcvd Non-ACD/CTI Ext - Time, Pcnt PcntExternalReceived Weighted Average Average

Calls Rcvd Non-ACD/CTI Int - Ring Time DurRingTimeInternalNonAcd Sum Sum

Calls Rcvd Non-ACD/CTI Int - Time DurCallsInternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Int New - Count CallsInternalReceivedNew Sum Sum

Calls Rcvd Non-ACD/CTI Int New - Time DurCallsInternalReceivedNew Sum Sum

Calls Rcvd Over - Count CallsAnswOver Sum Sum

Calls Rcvd Over - Talk Time DurCallsAnswOver Sum Sum

Calls Rcvd Over ACD - Count CallsAnswOverAcd Sum Sum

Calls Rcvd Over ACD - Ring Time DurRingTimeAnswOverAcd Sum Sum

Calls Rcvd Over ACD - Talk Time DurCallsAnswOverAcd Sum Sum

Calls Rcvd Over CTI - Count CallsAnswOverCti Sum Sum

Calls Rcvd Over CTI - Ring Time DurRingTimeAnswOverCti Sum Sum

Calls Rcvd Over CTI - Talk Time DurCallsAnswOverCti Sum Sum

MMMM

MMMM





Calls Rcvd Pri - Count CallsAnswPri Sum Sum

Calls Rcvd Pri - Talk Time DurCallsAnswPri Sum Sum

Calls Rcvd Pri ACD - Count CallsAnswPriAcd Sum Sum

Calls Rcvd Pri ACD - Ring Time DurRingTimeAnswPriAcd Sum Sum

Calls Rcvd Pri ACD - Talk Time DurCallsAnswPriAcd Sum Sum

Calls Rcvd Pri CTI - Count CallsAnswPriCti Sum Sum

Calls Rcvd Pri CTI - Ring Time DurRingTimeAnswPriCti Sum Sum

Calls Rcvd Pri CTI - Talk Time DurCallsAnswPriCti Sum Sum

Calls Rcvd Threshold After - Count CallsAnswAfterThres Sum Sum

Calls Rcvd Threshold Within - Count CallsAnswWithinThres Sum Sum

Calls Trans- Count CallsTrans Sum Sum

Calls Trans No Annc Non-ACD/CTI Ext - Count CallsTransUnanncExternalRcvd Sum Sum

Calls Trans No Annc Non-ACD/CTI Int - Count CallsTransUnanncInternalRcvd Sum Sum

Calls Trans No Annc Over ACD - Count CallsTransUnanncOverAcd Sum Sum

Calls Trans No Annc Over CTI - Count CallsTransUnanncOverCti Sum Sum

Calls Trans No Annc Pri ACD - Count CallsTransUnanncPriAcd Sum Sum

Calls Trans No Annc Pri CTI - Count CallsTransUnanncPriCti Sum Sum

Calls Trans Non-ACD/CTI Ext - Count CallsTransExternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Ext - Time DurCallsTransExternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Int - Count CallsTransInternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Int - Time DurCallsTransInternalRcvd Sum Sum

Calls Trans Over ACD - Count CallsTransOverAcd Sum Sum

Calls Trans Over ACD - Time DurCallsTransOverAcd Sum Sum

MMMM MMMM





Calls Trans Over CTI - Count CallsTransOverCti Sum Sum

Calls Trans Over CTI - Time DurCallsTransOverCti Sum Sum

Calls Trans Placed - Count (Agent and Agent Group) CallsTransPlaced

Sum Sum

Calls Trans Placed Ext - Count CallsTransExternalPlaced Sum Sum

Calls Trans Placed Int - Count CallsTransInternalPlaced Sum Sum

Calls Trans Pri ACD - Count CallsTransPriAcd Sum Sum

Calls Trans Pri ACD - Time DurCallsTransPriAcd Sum Sum

Calls Trans Pri CTI - Count CallsTransPriCti Sum Sum

Calls Trans Pri CTI - Time DurCallsTransPriCti Sum Sum

Calls Trans Rcvd - Count (Agent, AgentGroup) CallsTransReceived Sum Sum

Calls Trans Rcvd - Time DurCallsTransReceived Sum Sum

Calls Unanswered - Count CallsUnansw Sum Sum

Calls Unanswered - Ring Time DurRingTimeUnansw Sum Sum

Calls Unanswered Over ACD - Count CallsUnanswOverAcd Sum Sum

Calls Unanswered Over ACD - Ring Time DurRingTimeUnanswOverAcd Sum Sum

Calls Unanswered Over CTI - Count CallsUnanswOverCti Sum Sum

Calls Unanswered Over CTI - Ring Time DurRingTimeUnanswOverCti Sum Sum

Calls Unanswered Pri ACD - Count CallsUnanswPriAcd Sum Sum

Calls Unanswered Pri ACD - Ring Time DurRingTimeUnanswPriAcd Sum Sum

Calls Unanswered Pri CTI - Count CallsUnanswPriCti Sum Sum

Calls Unanswered Pri CTI - Ring Time DurRingTimeUnanswPriCti Sum Sum

Calls Wrap-Up Acd - Count SessionsWrapUpACD Sum Sum

MMMM

MMMM





Calls Wrap-Up ACD - Time DurSessionsWrapUpACD Sum Sum

Calls Wrap-Up ACD/CTI - Time DurSessionsWrapUp Sum Sum

Calls Wrap-Up ACD/CTI - Time, Avg AvgWrapUpTime Weighted Average Average

Calls Wrap-Up ACD/CTI - Time, Pcnt PcntWrapUpTime Weighted Average Average

Calls Wrap-Up and Work - Time WorkAndWrapUp Average Average

Calls Wrap-Up and Work - Time, Pcnt PcntWorkAndWrapUp Weighted Average Average

Calls Wrap-Up CTI - Count SessionsWrapUpCTI Sum Sum

Calls Wrap-Up CTI - Time DurSessionsWrapUpCTI Sum Sum

Calls Wrap-Up Other - Time DurSessionsWrapUpOther Sum Sum

Calls Wrap-Up Other - Time, Pcnt PcntWrapUpOther Weighted Average Average

Calls Wrap-Up Other Over ACD - Time DurSessionsWrapUpOtherOverAcd Sum Sum

Calls Wrap-Up Other Over CTI - Time DurSessionsWrapUpOtherOverCti Sum Sum

Calls Wrap-Up Other Pri ACD - Time DurSessionsWrapUpOtherPriAcd Sum Sum

Calls Wrap-Up Other Pri CTI - Time DurSessionsWrapUpOtherPriCti Sum Sum

Calls Wrap-Up Over - Count SessionsWrapUpOver Sum Sum

Calls Wrap-Up Over - Time DurSessionsWrapUpOver Sum Sum

Calls Wrap-Up Over ACD - Count SessionsWrapUpOverAcd Sum Sum

Calls Wrap-Up Over ACD - Time DurSessionsWrapUpOverAcd Sum Sum

Calls Wrap-Up Over CTI - Count SessionsWrapUpOverCti Sum Sum

Calls Wrap-Up Over CTI - Time DurSessionsWrapUpOverCti Sum Sum

Calls Wrap-Up Pri - Time DurSessionsWrapUpPri Sum Sum

Calls Wrap-Up Pri ACD - Count SessionsWrapUpPriAcd Sum Sum

Calls Wrap-Up Pri ACD - Time DurSessionsWrapUpPriAcd Sum Sum

MMMM MMMM





Calls Wrap-Up Pri CTI - Count SessionsWrapUpPriCti Sum Sum

Calls Wrap-Up Pri CTI - Time DurSessionsWrapUpPriCti Sum Sum

CallsAnswOverAcdStart CallsAnswOverAcdStart N/A N/A

CallsAnswOverCtiStart CallsAnswOverCtiStart N/A N/A

CallsAnswPriAcdStart CallsAnswPriAcdStart N/A N/A

CallsAnswPriCtiStart CallsAnswPriCtiStart N/A N/A

CallsAnswStart CallsAnswStart N/A N/A

CallsConfExternalPlacedStart CallsConfExternalPlacedStart N/A N/A

CallsConfExternalRcvdStart CallsConfExternalRcvdStart N/A N/A

CallsConfInternalPlacedStart CallsConfInternalPlacedStart N/A N/A

CallsConfInternalRcvdStart CallsConfInternalRcvdStart N/A N/A

CallsConfOverAcdStart CallsConfOverAcdStart N/A N/A

CallsConfOverCtiStart CallsConfOverCtiStart N/A N/A

CallsConfPlacedStart CallsConfPlacedStart N/A N/A

CallsConfPriAcdStart CallsConfPriAcdStart N/A N/A

CallsConfPriCtiStart CallsConfPriCtiStart N/A N/A

CallsConfReceivedStart CallsConfReceivedStart N/A N/A

CallsConfStart CallsConfStart N/A N/A

CallsConstExternalPlacedStart CallsConstExternalPlacedStart N/A N/A

CallsConstExternalRcvdStart CallsConstExternalRcvdStart N/A N/A

CallsConstInternalPlacedStart CallsConstInternalPlacedStart N/A N/A

CallsConstInternalRcvdStart CallsConstInternalRcvdStart N/A N/A

CallsConstOverAcdStart CallsConstOverAcdStart N/A N/A

MMMM

MMMM





CallsConstOverCtiStart CallsConstOverCtiStart N/A N/A

CallsConstPlacedStart CallsConstPlacedStart N/A N/A

CallsConstPriAcdStart CallsConstPriAcdStart N/A N/A

CallsConstPriCtiStart CallsConstPriCtiStart N/A N/A

CallsConstReceivedStart CallsConstReceivedStart N/A N/A

CallsConstStart CallsConstStart N/A N/A

CallsCustomerStart CallsCustomerStart N/A N/A

CallsExternalNewStart CallsExternalNewStart N/A N/A

CallsExternalPlacedNewStart CallsExternalPlacedNewStart N/A N/A

CallsExternalPlacedStart CallsExternalPlacedStart N/A N/A

CallsExternalReceivedStart CallsExternalReceivedStart N/A N/A

CallsExternalStart CallsExternalStart N/A N/A

CallsHoldExternalPlacedStart CallsHoldExternalPlacedStart N/A N/A

CallsHoldExternalRcvdStart CallsHoldExternalRcvdStart N/A N/A

CallsHoldInternalPlacedStart CallsHoldInternalPlacedStart N/A N/A

CallsHoldInternalRcvdStart CallsHoldInternalRcvdStart N/A N/A

CallsHoldOnlyStart CallsHoldOnlyStart N/A N/A

CallsHoldOverAcdStart CallsHoldOverAcdStart N/A N/A

CallsHoldOverCtiStart CallsHoldOverCtiStart N/A N/A

CallsHoldPlacedStart CallsHoldPlacedStart N/A N/A

CallsHoldPriAcdStart CallsHoldPriAcdStart N/A N/A

CallsHoldPriCtiStart CallsHoldPriCtiStart N/A N/A

CallsHoldReceivedStart CallsHoldReceivedStart N/A N/A

MMMM MMMM





CallsHoldStart CallsHoldStart N/A N/A

CallsInternalNewStart CallsInternalNewStart N/A N/A

CallsInternalPlacedNewStart CallsInternalPlacedNewStart N/A N/A

CallsInternalPlacedStart CallsInternalPlacedStart N/A N/A

CallsInternalReceivedNewStart CallsInternalReceivedNewStart N/A N/A

CallsInternalReceivedStart CallsInternalReceivedStart N/A N/A

CallsNonAcdNewStart CallsNonAcdNewStart N/A N/A

CallsPlacedStart CallsPlacedStart N/A N/A

CallsTransExternalRcvdStart CallsTransExternalRcvdStart N/A N/A

CallsTransInternalRcvdStart CallsTransInternalRcvdStart N/A N/A

CallsTransOverAcdStart CallsTransOverAcdStart N/A N/A

CallsTransOverCtiStart CallsTransOverCtiStart N/A N/A

CallsTransPriAcdStart CallsTransPriAcdStart N/A N/A

CallsTransPriCtiStart CallsTransPriCtiStart N/A N/A

Occupancy Rate OccupancyRate Average Average

Service Level - Agent ServiceLevel Average Average

Sessions Wrap Up Pri - Count SessionsWrapUpPri Sum Sum

Sessions Wrap-Up ACD/CTI - Count SessionsWrapUp Sum Sum

SessionsAvailStart SessionsAvailStart N/A N/A

SessionsNotReadyStart SessionsNotReadyStart N/A N/A

SessionsOnlineStart SessionsOnlineStart N/A N/A

SessionsUnavailStart SessionsUnavailStart N/A N/A

SessionsWorkStart SessionsWorkStart N/A N/A

MMMM

MMMM





SessionsWrapUpOverAcdStart SessionsWrapUpOverAcdStart N/A N/A

SessionsWrapUpOverCtiStart SessionsWrapUpOverCtiStart N/A N/A

SessionsWrapUpPriAcdStart SessionsWrapUpPriAcdStart N/A N/A

SessionsWrapUpPriCtiStart SessionsWrapUpPriCtiStart N/A N/A

SessionsWrapUpStart SessionsWrapUpStart N/A N/A

State Available - Count SessionsAvail Sum Sum

State Available - Time DurSessionsAvail Sum Sum

State Available - Time, Avg AvgDurAvail Weighted Average Average

State Available - Time, Pcnt PcntAvail Weighted Average Average

State Not Ready - Count SessionsNotReady Sum Sum

State Not Ready - Time DurSessionsNotReady Sum Sum

State Not Ready - Time, Pcnt PcntNotReady Weighted Average Average

State Online - Count SessionsOnline Sum Sum

State Online - Time DurSessionsOnline Sum Sum

State Other - Time OtherTime Sum Sum

State Other Line Off Hook - Time DurSessionsOtherLineOffHook Sum Sum

State Other Time - Pcnt PcntOtherTime Weighted Average Average

State Transitions - Count SessionsTransition Sum Sum

State Transitions - Time DurSessionsTransition Sum Sum

State Unavailable - Count SessionsUnavail Sum Sum

State Unavailable - Time, Avg AvgDurUnavail Weighted Average Average

State Unavailable - Time, Pcnt PcntUnavail Weighted Average Average

State Unvailable - Time DurSessionsUnavail Sum Sum

MMMM MMMM





State Work - Count SessionsWork Sum Sum

State Work - Time DurSessionsWork Sum Sum

State Work - Time, Avg AvgDurWork Weighted Average Average

State Work - Time, Pcnt PcntWork Weighted Average Average

State Work Other - Time DurSessionsWorkOther Sum Sum

State Work Other - Time, Avg AvgDurWorkOther Weighted Average Average

State Work Other - Time, Pcnt PcntWorkOther Weighted Average Average

Utilization, Pcnt PcntUtil Weighted Average Average

Current Counts - Not Stored in the Database

CurState Sum Sum

CurStateDur Sum Sum

CurAgentCallDigits N/A N/A

ExternalInOut Sum Sum

ExternalTalkTime Sum Sum

InternalInOut Sum Sum

MMMM

MMMM



MMMM

MMMM



Appendix B Agent Group Statistic RollupTypes

Agent Group Statistic Rollup Types




Agent Group Dirn AgentGroupDirn N/A N/A

Agent Group User Group AgentGroupUserGroup N/A N/A

Avg Speed Of Answer (Agent Group) AvgSpeedOfAnsw Weighted Average Average



Calls Aband In Q - Count (Agent Group) TotalAbandInQ Sum Sum

Calls Aband In Q - Q Time QDurCallsAbandInQ Average Average

Calls Aband In Q ACD - Count CallsAbandInQACD Sum Sum

Calls Aband In Q CTI - Count CallsAbandInQCTI Sum Sum

Calls Aband In Q Over - Count CallsAbandInQOver Sum Sum

Calls Aband In Q Over ACD - Count CallsAbandInQOverAcd Sum Sum

Calls Aband In Q Over ACD - Q Time QDurCallsAbandInQOverAcd Sum Sum

Calls Aband In Q Over ACD - Q Time, Max LongQDurCallsAbandInQOverAcd Max Max

Calls Aband In Q Over CTI - Count CallsAbandInQOverCti Sum Sum

MMMM MMMM

Appendix B. Agent Group Statistics Rollup Types




Calls Aband In Q Over CTI - Q Time QDurCallsAbandInQOverCti Sum Sum

Calls Aband In Q Over CTI - Q Time, Max LongQDurCallsAbandInQOverCti Max Max

Calls Aband In Q Pri - Count CallsAbandInQPri Sum Sum

Calls Aband In Q Pri ACD - Count CallsAbandInQPriAcd Sum Sum

Calls Aband In Q Pri ACD - Q Time QDurCallsAbandInQPriAcd Sum Sum

Calls Aband In Q Pri ACD - Q Time, Max LongQDurCallsAbandInQPriAcd Max Max

Calls Aband In Q Pri CTI - Q Time QDurCallsAbandInQPriCti Sum Sum

Calls Aband In Q Pri CTI - Q Time, Max LongQDurCallsAbandInQPriCti Max Max

Calls Aband Range 1 - Count CallsAbandRange1 Sum Sum









Calls Aband Range Last - Count CallsAbandRangeX Sum Sum

Calls Aband Ringing - Count CallsAbandRinging Sum Sum


Calls Aband Ringing ACD - Count CallsAbandRingingACD Sum Sum

Calls Aband Ringing ACD - Ring Time DurRingTimeAbandACD Sum Sum

Calls Aband Ringing CTI - Count CallsAbandRingingCTI Sum Sum

MMMM

MMMM





Calls Aband Ringing CTI - Ring Time DurRingTimeAbandCTI Sum Sum

Calls Aband Ringing Over ACD - Count CallsAbandRingingOverAcd Sum Sum

Calls Aband Ringing Over ACD - Q Time QDurCallsAbandRingingOverAcd Sum Sum

Calls Aband Ringing Over ACD - Q Time, Max LongQDurCallsAbandRingOverAcd Max Max

Calls Aband Ringing Over ACD - Ring Time DurRingTimeAbandOverAcd Sum Sum

Calls Aband Ringing Over CTI - Count CallsAbandRingingOverCti Sum Sum

Calls Aband Ringing Over CTI - Count DurRingTimeAbandOverCti Sum Sum

Calls Aband Ringing Over CTI - Q Time QDurCallsAbandRingingOverCti Sum Sum

Calls Aband Ringing Over CTI - Q Time, Max LongQDurCallsAbandRingOverCti Max Max

Calls Aband Ringing Pri Acd - Count CallsAbandRingingPriAcd Sum Sum

Calls Aband Ringing Pri ACD - Q Time QDurCallsAbandRingingPriAcd Sum Sum

Calls Aband Ringing Pri ACD - Q Time, Max LongQDurCallsAbandRingPriAcd Max Max

Calls Aband Ringing Pri ACD - Ring Time DurRingTimeAbandPriAcd Sum Sum

Calls Aband Ringing Pri Cti - Count CallsAbandRingingPriCti Sum Sum

Calls Aband Ringing Pri Cti - Q Time QDurCallsAbandRingingPriCti Sum Sum

Calls Aband Ringing Pri CTI - Q Time, Max LongQDurCallsAbandRingPriCti Max Max

Calls Aband Ringing Pri CTI - Ring Time DurRingTimeAbandPriCti Sum Sum

Calls Aband Short - Count CallsAbandShort Sum Sum

Calls Aband Short ACD - Count CallsAbandShortAcd Sum Sum

Calls Aband Short Cti - Count CallsAbandShortCti Sum Sum

Calls Aband Threshold After - Count CallsAbandAfterThres Sum Sum

Calls Aband Threshold Within - Count CallsAbandWithinThres Sum Sum

Calls Aborted No Agents CTI - Count CallsAbortNoAgentsCti Sum Sum

MMMM MMMM





Calls Aborted No Agents CTI - Q Time QDurCallsAbortNoAgentsCti Sum Sum

Calls Conf - Time DurCallsConf Sum Sum

Calls Conf - Time, Avg AvgDurConfCall Weighted Average Average

Calls Conf - Time, Pcnt PcntConf Weighted Average Average

Calls Conf - Count CallsConf Sum Sum

Calls Conf Non-ACD/CTI - Count CallsConfReceived Sum Sum

Calls Conf Non-ACD/CTI - Time DurCallsConfReceived Sum Sum

Calls Conf Non-ACD/CTI Ext - Count CallsConfExternalRcvd Sum Sum

Calls Conf Non-ACD/CTI Ext - Time DurCallsConfExternalRcvd Sum Sum

Calls Conf Non-ACD/CTI Int - Count CallsConfInternalRcvd Sum Sum

Calls Conf Non-ACD/CTI Int - Time DurCallsConfInternalRcvd Sum Sum

Calls Conf Over ACD - Count CallsConfOverAcd Sum Sum

Calls Conf Over ACD - Time DurCallsConfOverAcd Sum Sum

Calls Conf Over CTI - Count CallsConfOverCti Sum Sum

Calls Conf Over CTI - Time DurCallsConfOverCti Sum Sum

Calls Conf Placed - Count CallsConfPlaced Sum Sum

Calls Conf Placed - Time DurCallsConfPlaced Sum Sum

Calls Conf Placed Ext - Count CallsConfExternalPlaced Sum Sum

Calls Conf Placed Ext - Time DurCallsConfExternalPlaced Sum Sum

Calls Conf Placed Int - Count CallsConfInternalPlaced Sum Sum

Calls Conf Placed Int - Time DurCallsConfInternalPlaced Sum Sum

Calls Conf Pri ACD - Count CallsConfPriAcd Sum Sum

Calls Conf Pri ACD - Time DurCallsConfPriAcd Sum Sum

MMMM

MMMM





Calls Conf Pri CTI - Count CallsConfPriCti Sum Sum

Calls Conf Pri CTI - Time DurCallsConfPriCti Sum Sum

Calls Consult - Time DurCallsConst Sum Sum

Calls Consult - Time, Avg AvgDurConstCall Weighted Average Average

Calls Consult - Time, Pcnt PcntConst Weighted Average Average

Calls Consult - Count CallsConst Sum Sum

Calls Consult Non-ACD/CTI - Count CallsConstReceived Sum Sum

Calls Consult Non-ACD/CTI - Time DurCallsConstReceived Sum Sum

Calls Consult Non-ACD/CTI Ext - Count CallsConstExternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Ext - Time DurCallsConstExternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Int - Count CallsConstInternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Int - Time DurCallsConstInternalRcvd Sum Sum

Calls Consult Over ACD - Count CallsConstOverAcd Sum Sum

Calls Consult Over ACD - Time DurCallsConstOverAcd Sum Sum

Calls Consult Over CTI - Count CallsConstOverCti Sum Sum

Calls Consult Over CTI - Time DurCallsConstOverCti Sum Sum

Calls Consult Placed - Count CallsConstPlaced Sum Sum

Calls Consult Placed - Time DurCallsConstPlaced Sum Sum

Calls Consult Placed Ext - Count CallsConstExternalPlaced Sum Sum

Calls Consult Placed Ext - Time DurCallsConstExternalPlaced Sum Sum

Calls Consult Placed Int - Count CallsConstInternalPlaced Sum Sum

Calls Consult Placed Int - Time DurCallsConstInternalPlaced Sum Sum

Calls Consult Pri ACD - Count CallsConstPriAcd Sum Sum

MMMM MMMM





Calls Consult Pri ACD - Time DurCallsConstPriAcd Sum Sum

Calls Consult Pri CTI - Count CallsConstPriCti Sum Sum

Calls Consult Pri CTI - Time DurCallsConstPriCti Sum Sum

Calls Customer Related ACD/CTI - Talk Time, Avg

AvgTalkTime Weighted Average Average

Calls Customer-Related - Count CallsCustomer Sum Sum

Calls Customer-Related - Talk Time DurCallsCustomer Sum Sum

Calls Customer-Related - Talk Time, Pcnt PcntTalkTime Weighted Average Average

Calls Customer-Related Talk and Wrap-Up - Time

TalkAndWrapUpTime Sum Sum

Calls Customer-Related Talk and Wrap-Up - Time, Pcnt

PcntTalkAndWrapUpTime Weighted Average Average

Calls De-queued - Count CallsDeQ Sum Sum

Calls De-queued ACD - Count CallsDeQAcd Sum Sum

Calls De-queued ACD - Q Time QDurCallsDeQAcd Sum Sum

Calls De-queued CTI - Count CallsDeQCti Sum Sum

Calls De-queued CTI - Q Time QDurCallsDeQCti Sum Sum

Calls De-queued Over ACD - Count CallsDeQOverAcd Sum Sum

Calls De-queued Over ACD - Q Time QDurCallsDeQOverAcd Sum Sum

Calls De-queued Over ACD - Q Time, Max LongQDurCallsDeQOverAcd Max Max

Calls De-queued Over CTI - Count CallsDeQOverCti Sum Sum

Calls De-queued Over CTI - Q Time QDurCallsDeQOverCti Sum Sum

Calls De-queued Over CTI - Q Time, Max LongQDurCallsDeQOverCti Max Max

Calls De-queued Pri ACD - Count CallsDeQPriAcd Sum Sum

MMMM

MMMM





Calls De-queued Pri ACD - Q Time QDurCallsDeQPriAcd Sum Sum

Calls De-queued Pri ACD - Q Time, Max LongQDurCallsDeQPriAcd Max Max

Calls De-queued Pri CTI - Count CallsDeQPriCti Sum Sum

Calls De-queued Pri CTI - Count QDurCallsDeQPriCti Sum Sum

Calls De-queued Pri CTI - Q Time, Max LongQDurCallsDeQPriCti Max Max

Calls De-queued - Q Time QDurCallsDeQ Sum Sum

Calls Offered - Count (Agent Group) CallsOffered Sum Sum

Calls On Hold - Count CallsHold Sum Sum

Calls On Hold - Time DurCallsHold Sum Sum

Calls On Hold - Time, Avg AvgDurHold Weighted Average Average

Calls On Hold - Time, Pcnt PcntHold Weighted Average Average

Calls On Hold Non-ACD/CTI - Count CallsHoldReceived Sum Sum

Calls On Hold Non-ACD/CTI - Time DurCallsHoldReceived Sum Sum

Calls On Hold Non-ACD/CTI Ext - Count CallsHoldExternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Ext Time DurCallsHoldExternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Int - Count CallsHoldInternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Int - Time DurCallsHoldInternalRcvd Sum Sum

Calls On Hold Only - Count CallsHoldOnly Sum Sum

Calls On Hold Only - Time DurCallsHoldOnly Sum Sum

Calls On Hold Only - Time, Avg AvgDurHoldOnly Weighted Average Average

Calls On Hold Only - Time, Pcnt PcntDurHoldOnly Weighted Average Average

Calls On Hold Over ACD - Count CallsHoldOverAcd Sum Sum

Calls On Hold Over ACD - Time DurCallsHoldOverAcd Sum Sum

MMMM MMMM





Calls On Hold Over CTI - Count CallsHoldOverCti Sum Sum

Calls On Hold Over CTI - Time DurCallsHoldOverCti Sum Sum

Calls On Hold Placed - Count CallsHoldPlaced Sum Sum

Calls On Hold Placed - Time DurCallsHoldPlaced Sum Sum

Calls On Hold Placed Ext - Count CallsHoldExternalPlaced Sum Sum

Calls On Hold Placed Ext - Time DurCallsHoldExternalPlaced Sum Sum

Calls On Hold Placed Int - Count CallsHoldInternalPlaced Sum Sum

Calls On Hold Placed Int - Time DurCallsHoldInternalPlaced Sum Sum

Calls On Hold Pri ACD - Count CallsHoldPriAcd Sum Sum

Calls On Hold Pri ACD - Time DurCallsHoldPriAcd Sum Sum

Calls On Hold Pri CTI - Count CallsHoldPriCti Sum Sum

Calls On Hold Pri CTI - Time DurCallsHoldPriCti Sum Sum

Calls Parked - Count (Agent and Agent Group) CallsParked Sum Sum

Calls Parked Non-ACD/CTI - Int - Count CallsParkedInternalRcvd Sum Sum

Calls Parked Non-ACD/CTI Ext - Count CallsParkedExternalRcvd Sum Sum

Calls Parked over ACD - Count CallsParkedOverAcd Sum Sum

Calls Parked Over CTI - Count CallsParkedOverCti Sum Sum

Calls Parked Placed Ext - Count CallsParkedExternalPlaced Sum Sum

Calls Parked Placed Int - Count CallsParkedInternalPlaced Sum Sum

Calls Parked Pri ACD - Count CallsParkedPriAcd Sum Sum

Calls Parked Pri CTI - Count CallsParkedPriCti Sum Sum

Calls Picked Up - Count CallsPickedUp Sum Sum

Calls Placed Non-ACD/CTI - Count CallsPlaced Sum Sum

MMMM

MMMM





Calls Placed Non-ACD/CTI - Time DurCallsPlaced Sum Sum

Calls Placed Non-ACD/CTI - Time, Avg AvgDurCallsPlaced Weighted Average Average

Calls Placed Non-ACD/CTI - Time, Pcnt PcntCallsPlaced Weighted Average Average

Calls Placed Non-ACD/CTI Ext - Count CallsExternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Ext - Time DurCallsExternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Ext - Time, Avg AvgOutTalkTime Weighted Average Average

Calls Placed Non-ACD/CTI Ext New - Count CallsExternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Ext New - Time DurCallsExternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Ext New - Time, Avg

AvgDurCallsExternalPlacedNew Weighted Average Average

Calls Placed Non-ACD/CTI Ext New - Time, Pcnt

PcntDurCallsExternalPlacedNew Weighted Average Average

Calls Placed Non-ACD/CTI Int - Count CallsInternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Int - Time DurCallsInternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Int New - Count CallsInternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Int New - Time DurCallsInternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Int New - Time, Avg

AvgDurCallsInternalPlacedNew Weighted Average Average

Calls Placed/Rcvd Non/ACD/CTI - Count DurCalls Sum Sum

Calls Placed/Rcvd Non-ACD/CTI - Count Calls Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext - Count CallsExternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext - Time DurCallsExternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext New - Count

CallsExternalNew Sum Sum

MMMM MMMM





Calls Placed/Rcvd Non-ACD/CTI Ext New - Time

DurCallsExternalNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext New - Time, Avg

AvgDurCallsExternalNew Weighted Average Average

Calls Placed/Rcvd Non-ACD/CTI Int - Count CallsInternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int - Time DurCallsInternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int New - Count

CallsInternalNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int New - Time

DurCallsInternalNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int New - Time, Avg

AvgDurCallsInternalNew Weighted Average Average

Calls Placed/Rcvd Non-ACD/CTI Int New - Time, Pcnt

PcntDurCallsInternalNew Weighted Average Average

Calls Placed/Rcvd Non-ACD/CTI New - Count CallsNonAcdNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI New - Time DurCallsNonAcdNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI New - Time, Avg

AvgDurCallsNonAcdNew Weighted Average Average

Calls Placed/Rcvd Non-ACD/CTI New - Time, Pcnt

PcntDurCallsNonAcdNew Weighted Average Average

Calls Queued - Count (Agent Group) CallsQ Sum Sum

Calls Queued - Q Time, Avg AvgTimeInQAllCalls Weighted Average Average

Calls Queued Over ACD - Count CallsQOverAcd Sum Sum

Calls Queued Over ACD - Count, Max MaxCallsQOverAcd Max Max

Calls Queued Over CTI - Count CallsQOverCti Sum Sum

MMMM

MMMM





Calls Queued Over CTI - Count, Max MaxCallsQOverCti Max Max

Calls Queued Pri ACD - Count CallsQPriAcd Sum Sum

Calls Queued Pri ACD - Count, Max MaxCallsQPriAcd Max Max

Calls Queued Pri CTI - Count CallsQPriCti Sum Sum

Calls Queued Pri CTI - Count, Max MaxCallsQPriCti Max Max

Calls Rcvd - Count CallsAnswAll Sum Average

Calls Rcvd ACD - Count CallsAnswACD Sum Sum

Calls Rcvd ACD - Talk Time DurCallsAnswACD Sum Sum

Calls Rcvd ACD/CTI - Count (Agent Group) CallsAnsw Sum Sum

Calls Rcvd ACD/CTI - Q Time AvgQDur Weighted Average Average

Calls Rcvd ACD/CTI - Q Time QDurCallsAnsw Sum Sum

Calls Rcvd ACD/CTI - Ring Time DurRingTimeAnsw Sum Sum


Calls Rcvd ACD/CTI Talk and Wrap-Up - Time, Avg (Agent Group)

AvgTalkAndWrapUpTime Weighted Average Average

Calls Rcvd CTI - Count CallsAnswCTI Sum Sum

Calls Rcvd CTI - Talk Time DurCallsAnswCTI Sum Sum

Calls Rcvd Non-ACD/ CTI Int - Count CallsInternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI - Count CallsReceived Sum Sum

Calls Rcvd Non-ACD/CTI - Ring Time DurRingTimeNonACD Sum Sum

Calls Rcvd Non-ACD/CTI - Time DurCallsReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Count CallsExternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Ring Time DurRingTimeExternalNonAcd Sum Sum

MMMM MMMM





Calls Rcvd Non-ACD/CTI Ext - Time DurCallsExternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Time, Avg AvgInTalkTime Weighted Average Average

Calls Rcvd Non-ACD/CTI Int - Ring Time DurRingTimeInternalNonAcd Sum Sum

Calls Rcvd Non-ACD/CTI Int - Time DurCallsInternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Int New - Count CallsInternalReceivedNew Sum Sum

Calls Rcvd Non-ACD/CTI Int New - Time DurCallsInternalReceivedNew Sum Sum



Calls Rcvd Over ACD - Count CallsAnswOverAcd Sum Sum

Calls Rcvd Over ACD - Q Time QDurCallsAnswOverAcd Sum Sum

Calls Rcvd Over ACD - Q Time, Max LongQDurCallsAnswOverAcd Max Max

Calls Rcvd Over ACD - Ring Time DurRingTimeAnswOverAcd Sum Sum

Calls Rcvd Over ACD - Talk Time DurCallsAnswOverAcd Sum Sum

Calls Rcvd Over CTI - Count CallsAnswOverCti Sum Sum

Calls Rcvd Over CTI - Q Time QDurCallsAnswOverCti Sum Sum

Calls Rcvd Over CTI - Q Time, Max LongQDurCallsAnswOverCti Max Max

Calls Rcvd Over CTI - Ring Time DurRingTimeAnswOverCti Sum Sum

Calls Rcvd Over CTI - Talk Time DurCallsAnswOverCti Sum Sum

Calls Rcvd Pri - Count CallsAnswPRI Sum Sum


Calls Rcvd Pri ACD - Count CallsAnswPriAcd Sum Sum

Calls Rcvd Pri ACD - Q Time QDurCallsAnswPriAcd Sum Sum

Calls Rcvd Pri ACD - Q Time, Max LongQDurCallsAnswPriAcd Max Max

MMMM

MMMM





Calls Rcvd Pri ACD - Ring Time DurRingTimeAnswPriAcd Sum Sum

Calls Rcvd Pri ACD - Talk Time DurCallsAnswPriAcd Sum Sum

Calls Rcvd Pri CTI - Count CallsAnswPriCti Sum Sum

Calls Rcvd Pri CTI - Q Time QDurCallsAnswPriCti Sum Sum

Calls Rcvd Pri CTI - Q Time, Max LongQDurCallsAnswPriCti Max Max

Calls Rcvd Pri CTI - Ring Time DurRingTimeAnswPriCti Sum Sum

Calls Rcvd Pri CTI - Talk Time DurCallsAnswPriCti Sum Sum

Calls Rcvd Range 1 - Count CallsAnswRange1 Sum Sum









Calls Rcvd Range Last - Count CallsAnswRangeX Sum Sum

Calls Rcvd Threshold After - Count CallsAnswAfterThres Sum Sum

Calls Rcvd Threshold Within - Count CallsAnswWithinThres Sum Sum

Calls Re-queued Ringing - Count CallsReQRinging Sum Sum

Calls Re-queued Ringing - Q Time QDurCallsReQRinging Sum Sum

Calls Re-queued Ringing - Ring Time DurRingTimeReQRinging Sum Sum

Calls Re-queued Ringing ACD - Count CallsReQRingingAcd Sum Sum

MMMM MMMM





Calls Re-queued Ringing ACD - Q Time QDurCallsReQRingingAcd Sum Sum

Calls Re-queued Ringing ACD - Ring Time DurRingTimeReQRingingAcd Sum Sum

Calls Re-queued Ringing CTI - Count CallsReQRingingCti Sum Sum

Calls Re-queued Ringing Cti - Q Time QDurCallsReQRingingCti Sum Sum

Calls Re-queued Ringing CTI - Ring Time DurRingTimeReQRingingCti Sum Sum


Calls Trans No Annc Over ACD - Count CallsTransUnanncOverAcd Sum Sum

Calls Trans No Annc Over CTI - Count CallsTransUnanncOverCti Sum Sum

Calls Trans No Annc Pri ACD - Count CallsTransUnanncPriAcd Sum Sum

Calls Trans No Annc Pri CTI - Count CallsTransUnanncPriCti Sum Sum

Calls Trans Non-ACD/CTI Ext - Count CallsTransExternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Ext - Count CallsTransUnanncExternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Ext - Time DurCallsTransExternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Int - Count CallsTransInternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Int - Count CallsTransUnanncInternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Int - Time DurCallsTransInternalRcvd Sum Sum

Calls Trans Over ACD - Count CallsTransOverAcd Sum Sum

Calls Trans Over ACD - Time DurCallsTransOverAcd Sum Sum

Calls Trans Over CTI - Count CallsTransOverCti Sum Sum

Calls Trans Over CTI - Time DurCallsTransOverCti Sum Sum

Calls Trans Placed - Count (Agent and Agent Group)

CallsTransPlaced Sum Sum

Calls Trans Placed Ext - Count CallsTransExternalPlaced Sum Sum

MMMM

MMMM





Calls Trans Placed Int - Count CallsTransInternalPlaced Sum Sum

Calls Trans Pri ACD - Count CallsTransPriAcd Sum Sum

Calls Trans Pri ACD - Time DurCallsTransPriAcd Sum Sum

Calls Trans Pri CTI - Count CallsTransPriCti Sum Sum

Calls Trans Pri CTI - Time DurCallsTransPriCti Sum Sum

Calls Trans Rcvd - Count (Agent, AgentGroup) CallsTransReceived Sum Sum

Calls Trans Rcvd - Time DurCallsTransReceived Sum Sum

Calls Wrap-Up Acd - Count SessionsWrapUpACD Sum Sum

Calls Wrap-Up ACD - Time DurSessionsWrapUpACD Sum Sum


Calls Wrap-Up ACD/CTI - Time, Avg AvgWrapUpTime Weighted Average Average

Calls Wrap-Up ACD/CTI - Time, Pcnt PcntWrapUpTime Sum Sum

Calls Wrap-Up and Work - Time WorkAndWrapUp Average Average

Calls Wrap-Up and Work - Time, Pcnt PcntWorkAndWrapUp Sum Sum

Calls Wrap-Up CTI - Count SessionsWrapUpCTI Sum Sum

Calls Wrap-Up CTI - Time DurSessionsWrapUpCTI Sum Sum

Calls Wrap-Up Other - Time DurSessionsWrapUpOther Sum Sum

Calls Wrap-Up Other Over ACD - Time DurSessionsWrapUpOtherOverAcd Sum Sum

Calls Wrap-Up Other Over CTI - Time DurSessionsWrapUpOtherOverCti Sum Sum

Calls Wrap-Up Other Pri ACD - Time DurSessionsWrapUpOtherPriAcd Sum Sum

Calls Wrap-Up Other Pri CTI - Time DurSessionsWrapUpOtherPriCti Sum Sum

Calls Wrap-Up Over - Count SessionsWrapUpOver Sum Sum


MMMM MMMM





Calls Wrap-Up Over ACD - Count SessionsWrapUpOverAcd Sum Sum

Calls Wrap-Up Over ACD - Time DurSessionsWrapUpOverAcd Sum Sum

Calls Wrap-Up Over CTI - Count SessionsWrapUpOverCti Sum Sum

Calls Wrap-Up Over CTI - Time DurSessionsWrapUpOverCti Sum Sum


Calls Wrap-Up Pri ACD - Count SessionsWrapUpPriAcd Sum Sum

Calls Wrap-Up Pri ACD - Time DurSessionsWrapUpPriAcd Sum Sum

Calls Wrap-Up Pri CTI - Count SessionsWrapUpPriCti Sum Sum

Calls Wrap-Up Pri CTI - Time DurSessionsWrapUpPriCti Sum Sum

CallsAbandInQPriCti CallsAbandInQPriCti Sum Sum

CallsAnswOverAcdStart CallsAnswOverAcdStart N/A N/A

CallsAnswOverCtiStart CallsAnswOverCtiStart N/A N/A

CallsAnswPriAcdStart CallsAnswPriAcdStart N/A N/A

CallsAnswPriCtiStart CallsAnswPriCtiStart N/A N/A


CallsConfExternalPlacedStart CallsConfExternalPlacedStart N/A N/A

CallsConfExternalRcvdStart CallsConfExternalRcvdStart N/A N/A

CallsConfInternalPlacedStart CallsConfInternalPlacedStart N/A N/A

CallsConfInternalRcvdStart CallsConfInternalRcvdStart N/A N/A

CallsConfOverAcdStart CallsConfOverAcdStart N/A N/A

CallsConfOverCtiStart CallsConfOverCtiStart N/A N/A

CallsConfPlacedStart CallsConfPlacedStart N/A N/A

CallsConfPriAcdStart CallsConfPriAcdStart N/A N/A

MMMM

MMMM





CallsConfPriCtiStart CallsConfPriCtiStart N/A N/A

CallsConfReceivedStart CallsConfReceivedStart N/A N/A

CallsConfStart CallsConfStart N/A N/A

CallsConstExternalPlacedStart CallsConstExternalPlacedStart N/A N/A

CallsConstExternalRcvdStart CallsConstExternalRcvdStart N/A N/A

CallsConstInternalPlacedStart CallsConstInternalPlacedStart N/A N/A

CallsConstInternalRcvdStart CallsConstInternalRcvdStart N/A N/A

CallsConstOverAcdStart CallsConstOverAcdStart N/A N/A

CallsConstOverCtiStart CallsConstOverCtiStart N/A N/A

CallsConstPlacedStart CallsConstPlacedStart N/A N/A

CallsConstPriAcdStart CallsConstPriAcdStart N/A N/A

CallsConstPriCtiStart CallsConstPriCtiStart N/A N/A

CallsConstReceivedStart CallsConstReceivedStart N/A N/A

CallsConstStart CallsConstStart N/A N/A

CallsCustomerStart CallsCustomerStart N/A N/A

CallsExternalNewStart CallsExternalNewStart N/A N/A

CallsExternalPlacedNewStart CallsExternalPlacedNewStart N/A N/A

CallsExternalPlacedStart CallsExternalPlacedStart N/A N/A

CallsExternalReceivedStart CallsExternalReceivedStart N/A N/A

CallsHoldExternalPlacedStart CallsHoldExternalPlacedStart N/A N/A

CallsHoldExternalRcvdStart CallsHoldExternalRcvdStart N/A N/A

CallsHoldInternalPlacedStart CallsHoldInternalPlacedStart N/A N/A

CallsHoldInternalRcvdStart CallsHoldInternalRcvdStart N/A N/A

MMMM MMMM





CallsHoldOnlyStart CallsHoldOnlyStart N/A N/A

CallsHoldOverAcdStart CallsHoldOverAcdStart N/A N/A

CallsHoldOverCtiStart CallsHoldOverCtiStart N/A N/A

CallsHoldPlacedStart CallsHoldPlacedStart N/A N/A

CallsHoldPriAcdStart CallsHoldPriAcdStart N/A N/A

CallsHoldPriCtiStart CallsHoldPriCtiStart N/A N/A

CallsHoldReceivedStart CallsHoldReceivedStart N/A N/A


CallsInternalNewStart CallsInternalNewStart N/A N/A

CallsInternalPlacedNewStart CallsInternalPlacedNewStart N/A N/A

CallsInternalPlacedStart CallsInternalPlacedStart N/A N/A

CallsInternalReceivedNewStart CallsInternalReceivedNewStart N/A N/A

CallsInternalReceivedStart CallsInternalReceivedStart N/A N/A

CallsNonAcdNewStart CallsNonAcdNewStart N/A N/A

CallsPlacedStart CallsPlacedStart N/A N/A

CallsTransExternalRcvdStart CallsTransExternalRcvdStart N/A N/A

CallsTransInternalRcvdStart CallsTransInternalRcvdStart N/A N/A

CallsTransOverAcdStart CallsTransOverAcdStart N/A N/A

CallsTransOverCtiStart CallsTransOverCtiStart N/A N/A

CallsTransPriAcdStart CallsTransPriAcdStart N/A N/A

CallsTransPriCtiStart CallsTransPriCtiStart N/A N/A

Maximum Agents Signed On MaximumAgentsSignedOn Sum Sum

Minimum Agents Signed On MinimumAgentsSignedOn Sum Sum

MMMM

MMMM





Service Level - Agent Group ServiceLevel Average Average

Sessions Wrap Up Pri - Count SessionsWrapUpPri Sum Sum

Sessions Wrap-Up ACD/CTI - Count SessionsWrapUp Sum Sum

SessionsAvailStart SessionsAvailStart N/A N/A

SessionsNotReadyStart SessionsNotReadyStart N/A N/A

SessionsOnlineStart SessionsOnlineStart N/A N/A

SessionsUnavailStart SessionsUnavailStart N/A N/A

SessionsWorkStart SessionsWorkStart N/A N/A

SessionsWrapUpOverAcdStart SessionsWrapUpOverAcdStart N/A N/A

SessionsWrapUpOverCtiStart SessionsWrapUpOverCtiStart N/A N/A

SessionsWrapUpPriAcdStart SessionsWrapUpPriAcdStart N/A N/A

SessionsWrapUpPriCtiStart SessionsWrapUpPriCtiStart N/A N/A

SessionsWrapUpStart SessionsWrapUpStart N/A N/A

State Available - Count SessionsAvail Sum Sum

State Available - Time DurSessionsAvail Sum Sum

State Available - Time, Avg AvgDurAvail Weighted Average Average

State Available - Time, Pcnt PcntAvail Weighted Average Average

State Not Ready - Count SessionsNotReady Sum Sum

State Not Ready - Time DurSessionsNotReady Sum Sum

State Online - Count SessionsOnline Sum Sum

State Online - Time DurSessionsOnline Sum Sum

State Other - Time OtherTime Sum Sum

State Other Line Off Hook - Time DurSessionsOtherLineOffHook Sum Sum

MMMM MMMM





State Other Time - Pcnt PcntOtherTime Weighted Average Average

State Transitions - Count SessionsTransition Sum Sum

State Transitions - Time DurSessionsTransition Sum Sum

State Unavailable - Count SessionsUnavail Sum Sum

State Unavailable - Time, Avg AvgDurUnavail Weighted Average Average

State Unavailable - Time, Pcnt PcntUnavail Weighted Average Average

State Unvailable - Time DurSessionsUnavail Sum Sum

State Work - Count SessionsWork Sum Sum

State Work - Time DurSessionsWork Sum Sum

State Work - Time, Avg AvgInWork Weighted Average Average

State Work Other - Time DurSessionsWorkOther Sum Sum

State Work Other - Time, Avg AvgDurWorkOther Weighted Average Average

State Work Other - Time, Pcnt PcntWorkOther Weighted Average Average

Work State - Time Pcnt PcntInWork Weighted Average Average


CurCallsInProgress Sum Sum

CurCallsQAgentGroupPriAcd Sum Sum

CurCallsQAgentGroupPriCti Sum Sum

CurCallsQAgentGroupOverAcd Sum Sum

CurCallsQAgentGroupOverCti Sum Sum

CurLongQDurPri Sum Sum

CurLongQDurOver Sum Sum

CurAgentsOnline Sum Sum

MMMM

MMMM





CurAgentsAvail Sum Sum

CurAgentsWork Average Average

CurAgentsWrap Average Average

CurAgentsUnavail Average Average

CurAgentsNotReady Average Average

CurAgentsAcdRing Average Average

CurAgentsAcdConsultRing Average Average

CurAgentsCtiRing Average Average

CurAgentsCtiConsultRing Average Average

CurAgentsNonAcdRing Average Average

CurAgentsNonAcdConsultRing Average Average

CurAgentsOffHook Average Average

CurAgentsPlacedCall Average Average

CurAgentsPlacedConsultCall Average Average

CurAgentsAcdTalk Average Average

CurAgentsAcdConsultTalk Average Average

CurAgentsAcdConfTalk Average Average

CurAgentsCtiTalk Average Average

CurAgentsCtiConsultTalk Average Average

CurAgentsCtiConfTalk Average Average

CurAgentsNonAcdTalk Average Average

CurAgentsNonAcdConsultTalk Average Average

CurAgentsNonAcdConfTalk Average Average

MMMM MMMM





CurAgentsPlacedTalk Average Average

CurAgentsPlacedConsultTalk Average Average

CurAgentsPlacedConfTalk Average Average

CurAgentsAcdHold Average Average

CurAgentsCtiHold Average Average

CurAgentsNonAcdHold Average Average

CurAgentsPlacedHold Average Average

CurCallsQAgentGroupPri Sum Sum

CurCallsQAgentGroupOver Sum Sum

CurAgentsAcdTalkTotal Average Average

CurAgentsCtiTalkTotal Average Average

CurAgentsNonAcdTalkTotal Average Average

CurAgentsPlacedTalkTotal Average Average

CurAgentsAcdRingTotal Average Average

CurAgentsCtiRingTotal Average Average

CurAgentsNonAcdRingTotal Average Average

CurAgentsTalkTotal Average Average

CurAgentsConsultTalkTotal Average Average

CurAgentsConfTalkTotal Average Average

CurAgentsTalkTotalAllStates Average Average

CurAgentsRingTotal Average Average

CurAgentsConsultRingTotal Average Average

CurAgentsRingTotalAllStates Average Average

MMMM

MMMM





CurAgentsHoldTotal Average Average

CurAgentsOnCallsACD Average Average

CurAgentsOnCallsCTI Average Average

CurAgentsOnCallsNonACD Average Average

MMMM

MMMM



Appendix C Call Type Statistics Rollup Types

Call Type Statistic Rollup Types




Avg Speed of Answer (Call Type) AvgSpeedOfAnsw Weighted Average Average


Call Type Dirn CallTypeDirn N/A N/A

Call Type User Group CallTypeUserGroup N/A N/A


Calls Aband - Pcnt PcntAband Weighted Average Average

Calls Aband by Dirn After Call Guide - Count CallsAbandDirnAfterCallGuide Average Average

Calls Aband by Trunk After Call Guide - Count CallsAbandTrunkAfterCallGuide Average Average

Calls Aband During IVR - Count CallsAbandIvr Sum Sum

Calls Aband During IVR - Q Time QDurCallsAbandIvr Sum Sum

Calls Aband During IVR - Q Time, Max LongQDurCallsAbandIvr Max Max

Calls Aband In Q - Count CallsAbandInQ Sum Sum

Calls Aband In Q - Q Time QDurCallsAbandInQ Sum Sum

Calls Aband In Q - Q Time, Max LongQDurCallsAbandInQ Max Max

MMMM MMMM

Appendix C. Call Type Statistics Rollup Types













Calls Aband Range Last - Count CallsAbandRangeX Sum Sum

Calls Aband Ringing - Count CallsAbandRinging Sum Sum

Calls Aband Ringing - Q Time QDurCallsAbandRinging Sum Sum

Calls Aband Ringing - Q Time, Max LongQDurCallsAbandRinging Max Max


Calls Aband Short - Count CallsAbandShort Sum Sum

Calls Aband Threshold After - Count CallsAbandAfterThres Sum Sum

Calls Aband Threshold Within - Count CallsAbandWithinThres Sum Sum

Calls Aborted No Agents CTI - Count CallsAbortNoAgentsCTI Average Average

Calls Aborted No Agents CTI - Q Time QDurCallsAbortNoAgentsCTI Average Average

Calls Aborted No Agents CTI - Q Time, Max LongQDurCallsAbortNoAgentsCTI Max Max

Calls Agent Transferred In - Count CallsAgentTransIn Sum Statistic didn’t exist

Calls Agent Transferred Out - Count CallsAgentTransOut Sum Statistic didn’t exist

Calls ANI Routed - Count CallsAniRoute Sum Sum

MMMM

MMMM





Calls ANI Routed - Q Time QDurCallsAniRoute Sum Sum

Calls ANI Routed - Q time, Max LongQDurCallsAniRoute Max Max

Calls Call Guide Exit - Count CallsCallGuideExit Sum Sum

Calls Call Guide Exit - Q Time QDurCallsCallGuideExit Sum Sum

Calls Call Guide Exit - Q Time, Max LongQDurCallsCallGuideExit Max Max

Calls Call Guide Marked as Answered - Count CallsMarkAnsw Average Average

Calls Call Guide Trans - Count CallsCallGuideTrans Sum Sum

Calls Call Guide Trans - Q Time QDurCallsCallGuideTrans Sum Sum

Calls Call Guide Trans - Q Time, Max LongQDurCallsCallGuideTrans Max Max

Calls Customer Related ACD/CTI - Talk Time, Avg AvgTalkTime Weighted Average Average

Calls Customer-Related Talk and Wrap-Up - Time, Avg (Call Type)

AvgTalkAndWrapUpTime Weighted Average Average

Calls Deflected - Count CallsDeflected Sum Sum

Calls Deflected Due Alternate Queue Depth - Count CallsDeflectDueAltQDepth Sum Sum

Calls Deflected Due Alternate Queue Time - Count CallsDeflectDueAltQTime Sum Sum

Calls Deflected Due Queue Depth - Count CallsDeflectDueQDepth Sum Sum

Calls Deflected Due Queue Time - Count CallsDeflectDueQTime Sum Sum

Calls Distributed Immediately - Count CallsDistribImmediately Sum Sum

Calls Final Disposition Busy Out - Count CallsFinalDispBusyOut Sum Sum

Calls IVR First Step - Count CallsIvrFirstStep Sum Sum

Calls IVR First Step - Time DurCallsIvrFirstStep Sum Sum

Calls Offered - Count (Call Type) CallsOffered Sum Sum

Calls On Hold - Count CallsHold Average Average

MMMM MMMM





Calls On Hold - Time DurCallsHold Average Average

Calls Parked - Count (Call Type) CallsParked Sum Sum

Calls Parked - Time DurCallsParked Sum Sum

Calls Queued - Count (Agent Group) CallsQ Sum Sum

Calls Queued - Count (Call Type) CallsQWaiting Sum Sum

Calls Queued - Count, Max MaxCallsQ Max Max

Calls Queued - Q Time QDurCallsQ Sum Sum

Calls Queued - Q Time, Avg AvgTimeInQ Weighted Average Average

Calls Rcvd - Count CallsAnswAll Sum Average

Calls Rcvd ACD/CTI - Count (Call Type) CallsAnsw Sum Sum

Calls Rcvd ACD/CTI - Count, Pcnt PcntCallsAnsw Weighted Average Average

Calls Rcvd ACD/CTI - Q Time QDurCallsAnsw Sum Sum


Calls Rcvd By Dirn After Call Guide - Count CallsAnswDirnAfterCallGuide Average Average

Calls Rcvd By Trunk After Call Guide - Count CallsAnswTrunkAfterCallGuide Average Average

Calls Rcvd By Trunk During Call Guide - Count CallsAnswTrunkDuringCallGuide Average Average


Calls Rcvd Over - Q Time QDurCallsAnswOver Sum Sum

Calls Rcvd Over - Q Time, Max LongQDurCallsAnswOver Max Max

Calls Rcvd Over - Ring Time DurRingTimeAnswOver Sum Sum


Calls Rcvd Pri - Count CallsAnswPri Sum Sum

Calls Rcvd Pri - Q Time QDurCallsAnswPri Sum Sum

MMMM

MMMM





Calls Rcvd Pri - Q Time, Max LongQDurCallsAnswPri Max Max

Calls Rcvd Pri - Ring Time DurRingTimeAnswPri Sum Sum











Calls Rcvd Range Last - Count CallsAnswRangeX Sum Sum


Calls Trans Placed - Count (Call Type) CallsTransPlaced Sum Sum

Calls Trans Rcvd - Count (CallType) CallsTransReceived Sum Sum


Calls Wrap-Up ACD/CTI - time, Avg AvgDurSessionsWrapUp Weighted Average Average



CallsAnswOverStart CallsAnswOverStart N/A N/A

CallsAnswPriStart CallsAnswPriStart N/A N/A


MMMM MMMM






CallsIvrFirstStepStart CallsIvrFirstStepStart N/A N/A

CallsParkedStart CallsParkedStart N/A N/A

CallsQStart CallsQStart N/A N/A

Service Level - Call Type ServiceLevel Average Average


CurCallsInProgress Sum Sum

CurCallsQAgentGroup Sum Sum

CurCallsQ Sum Sum

CurLongQDur Sum Sum

CurAvgDurBtwnAns Average Average

CurAvgDurBtwnAbnd Average Average



Index

Document Terms

A

Agent Adherence Service

Agent Adherence Service Protocol, 399

Agent Group

Reports, 85

Agent Group Reports, 85

Agent Group agent Allocation, 331

Agent Group Agent Allocation Daily, 252

Agent Group Agent Allocation Summary, 284

Agent Group Agent Average Daily, 239

Agent Group Agent Average Summary, 288

Agent Group Agent Information Daily, 304

Agent Group Agent Information Interval, 245

Agent Group Agent Summary Information, 256

Agent Group Calls Abandoned, AG, Day, Interval, 93

Agent Group Calls Abandoned, Agent Group, 85

Agent Group Calls Abandoned, Agent Group, Day, 89

Agent Group Calls Answered, AG, 97

Agent Group Calls Answered, AG, Day, 100

Agent Group Calls Answered, AG, Day, Interval, 103

Agent Group Information, AG, 106

Agent Group Information, AG, Day, 110

Agent Group Information, AG, Day, Interval, 114

Agent Group Sign OnOff, AG, Agent, 119

Agent Performance, AG, Agent, 122

Allocation of Time, AG, 126

Allocation of Time, AG, Agent, 129

Average Allocation of Time, AG, 133

Average Allocation of Time, AG, Agent, 136

Average Queue Duration Line Graph, AG, Day, 150

Average Queue Duration Line Graph, AG, Day, Interval, 152

Average Queue Duration, AG, Day, Interval, 154

Min Max Average, AG, Interval, 139

Percent Allocation of Time, AG, Agent, 146

Agent Reports






MMMM MMMM

Index



Agent Sign On/Off

Agent Sign On/Off Protocol, 398

Agent States. See States

Agent Team Reports

Agent Allocation by Team Summary, 337

Agent Average Daily Information by Team, 321

Agent Information Summary by Team, 326, 331

Agent Statistic Interval, 297

Agent Total Calls, 315

Allocation of Time, Team, 53

Allocation of Time, Team, Agent, 58

Average Allocation of Time, Team, 62

Average Allocation of Time, Team, Agent, 65

Call Volume Bar Graph, Team, Agent, 76

Percent Allocation of Time, Team, 68

Percent Allocation of Time, Team, Agent, 72

Percent Time Allocated Bar Graph, Team, Agent, 79

Team Information Report, Team, 37

Team Information, Team, Agent, 41

Team Information, Team, Day, 45

Team Information, Team, Team, Day, Interval, 49

Time Allocated Bar Graph, Team, Agent, 82

Audience

Intended, xxi

Average Queue Time Service

Average Queue Time Protocol, 396

Averages, 4

Moving Averages for ASA, 16

Weighted Averages, 15

Calculated. See Statistic Types

C

Call Source Tracking, 219

Call Source Tracking Reports

Call Source Tracking Report, 334

Call Source Tracking, CT, DNIS, 219

Call Source Tracking, CT, DNIS, AG, 222

Call Source Tracking, CT, DNIS, AG, Agent, 225

Call Termination State, 10

Call Type

Reports, 157

Call Type Reports

Average Queue Duratoin Line Graph, CT, Day, 202

Average Queue Duratoin Line Graph, CT, Day, Interval, 204

Average Speed of Answ Line Graph, CT, Day, 207

Average Speed of answ Line Graph, CT, Day, Interval, 210

Call Type Average Interval, 342

Call Type Calls Abandoned, CT, 168

Call Type Calls Abandoned, CT, Day, 172

Call Type Calls Abandoned, CT, Day, Interval, 176

Call Type Calls Answered, CT, 180

MMMM

MMMM



Call Type Calls Answered, CT, Day, 184

Call Type Calls Answered, CT, Day, Interval, 188

Call Type Count Summary, 269

Call Type Detail, 273

Call Type Information Interval, 261

Call Type Interval Stats Spreadsheet, 357

Call Type Interval Totals, 352

Call Type Profile Report, 347

Call Type Specific Daily, 308

Call Type Specific Interval, 279

Call Type Specific, CT, 157

Call Type Specific, CT, Day, 161

Call Type Specific, CT, Day, Interval, 164

Call Type Statistics Daily, 293

Call Type Statistics Interval, 311

Call Type Summary, 266

Call Volume Bar Graph, CT, Day, 192

Call Volume Bar Graph, CT, Day, Interval, 195

Service Level and Answ Rate Bar Graph, CT, Day, Interval, 200

Service Level and Answer Rate Bar Graph, CT, Day, 198

Service Level Line Graph, CT, Day, 213

Service Level Line Graph, CT, Day, Interval, 216

CallWise to Centergy Migration Reports, 235

CallWise to Centergy Report Migration Table, 235

CallWise to Centergy Reports

Agent Allocation by Team Summary, 337

Agent Average Daily Information by Team, 321





Agent Group Agent Information Daily, 304



Agent Information Summary by Team, 326, 331


Agent Total Calls, 315

Call Source Tracking, 334

Call Type Average Interval, 342

Call Type Count Summary, 269

Call Type Detail, 273

Call Type Information Interval, 261

Call Type Interval, 357

Call Type Interval Totals, 352

Call Type Profile, 347

Call Type Specific Daily, 308

Call Type Specific Interval, 279

Call Type Statistics Daily, 293

Call Type Statistics Interval, 311

Call Type Summary, 266

Trunk Group Daily, 365

MMMM MMMM

Index


Trunk Group Interval, 362

Trunk Member Interval, 368

Centergy Reporting

Introduction, 1

Comparison Chart

Report and Report File Names, 33

Copyright

Information, iii

Counters, 4

Creating Reports with Centergy Manager, 1

Custom Reports, 403

Adding to the List, 403

Creating, 403

D

Document

Information About, xxi

Organization, xxi

Overview of, xxi

Duration, 4

Durations

Associated with Events, 5

Span more than one Interval, 4

E

Event

Processing, 6

External Interface


Agent Sign On/Off Report, 398

Average Queue Time Service Protocol, 396

Interval Statistics Service Protocol, 371

Real Time Stats Service Protocol, 395

External Interface Reports

Agent Sign On/Off Report Protocol, 398

Blue Pumpkin Agent Group Report, 376

Blue Pumpkin Call Type Interval Report, 373

IEX Agent Detail Report, 380

IEX Agent Profile Report, 383

IEX Call Group Report, 378

Pipkins Agent Group Interval Report, 386

Pipkins Agent Interval Report, 388

Pipkins Call Type Report, 384

TCS Agent Group Interval Report, 391

TCS Agent Interval Report, 393

External Intervace Reports

TCS Call Type Interval Report, 389

F

Formulas. See Chapter 2

H

Hold States, 9

I

Informational. See Statisic Types

Interval

Statistic Time, 2

Interval Statistics, 4

Interval Statistics Protocol, 371

Intervals, 4

Averages, 4

Counters, 4

MMMM

MMMM



Duration, 4

Intrinsic. See Statistic Types

M

Miscellaneous Agent States, 10. See Agent State

Moving Average for ASA, 16

Naming Conventions

Statistics, 3

O

Offhook, 10

Online Help

Cross Reference for Report Information, xxiii

Other Reports, 219

P

Percent Allocation of Time, AG, 142

Place Hold, 10

Placed Call Agent States. See Agent State

Placed Call States, 10

Offhook, 10

Place Call, 10

Place Consultation Call, 10

Placed Conference Talk, 10

Placed Consultation Talk, 10

Placed Talk, 10

Profile. See Report Profile

Call Type Profile Report, 347

R

Real Time Stats Service

Real Time Stats Protocol, 395

Received Call Related Agent States. See Agent State

Received Call States

ACD, 8

CTI, 8

Non-ACD, 8

Received Hold States, 9

ACD Hold, 9

CTI Hold, 9

Non-ACD Hold, 9

Received Ring States, 8

ACD Consult Ring, 8

ACD Ring, 8

CTI Consult Ring, 8

CTI Ring, 8

Non-ACD, 8

Non-ACD Ring, 8

Received Talk States, 8

ACD Conference Talk, 9

ACD Consult Talk, 9

ACD Talk, 8

CTI Conference Talk, 9

CTI Consult Talk, 9

CTI Talk, 9

Non-ACD Conference Talk, 9

Non-ACD Consult Talk, 9

Non-ACD Talk, 9

Report

Styles, 2

MMMM MMMM

Index


Report Template Names, 33

Reports

Agent Group, 85

Agent Team, 37

Call Type, 157

CallWise to Centergy Migration Reports, 235

Function, 1

Other, 219

Overview, 1

Report Profile, 2

Team, 37

Terms, 2

Use, 1

Revision History, iv

Ring States, 8

Rollup Types

Agent Group Statistic Rollup Types, 427

Agent Statistic Rollup Types, 409

Call Type Statistic Rollup Types, 451

Rollup Types, 15

S

Session, 6

Session Related Agent States. See Agent State

Spreadsheet


Call Type Interval Report, 357

States

ACD, 8

ACD Conference Talk, 9

ACD Consult Talk, 9

ACD Hold, 9

ACD Ring, 8

ACD Talk, 8

Available, 7

Call Termination, 10

CTI, 8

CTI Conference Talk, 9

CTI Consult Ring, 8

CTI Consult Talk, 9

CTI Hold, 9

CTI Ring, 8

CTI Talk, 9

Hold, 9

Miscellaneous, 10

Non-ACD, 8

Non-ACD Conference Talk, 9

Non-ACD Consult Talk, 9

Non-ACD Hold, 9

Non-ACD Ring, 8

Non-ACD Talk, 9

Not Ready, 7

Offhook, 10

Offline, 6

Online, 6

Place Call, 10

Place Consultation Call, 10

Place Hold, 10

Placed Call States, 10

MMMM

MMMM



Placed Conference Talk, 10

Placed Consultation Talk, 10

Placed Talk, 10

Received Call States, 8

Ring States, 8

Session Related, 6

Sessions, 6

Talk, 8

Unavailable, 7

Unknown, 11

Work, 7

Wrap, 7

Statistic Rollup Types, 15

Statistic Types. See Chapter 2

Calculated, 4

Informational, 4

Intrinsic, 4

Statistics, 17

Formulas, 17

Groups, 4

Naming Conventions, 3

Report Statistics, 17

Summary, 4

Types, 4

Style

Daily Rollup Reports, 2

Interval Reports, 2

Report Styles, 2

T

Talk States, 8, 10

Team Reports, 37

Terms

Report Terms, 2

Third Party Reports

Agent Sign On/Off, 398

Blue Pumpkin Agent Group Report, 376

Blue Pumpkin Call Type Interval Report, 373

IEX Agent Detail Report, 380

IEX Agent Profile Report, 383

IEX Call Group Report, 378

Pipkins Agent Group Interval Report, 386

Pipkins Agent Interval Report, 388

Pipkins Call Type Report, 384

TCS Agent Group Interval Report, 391

TCS Agent Interval Report, 393

TCS Call Type Interval Report, 389

Third Party Services


Agent Sign On/Off Protocol, 398

Average Queue Time Protocol, 396

Interval Statistics Service Protocol, 371

Real Time Stats Protocols, 395

Third Party Services Protocol and Reports, 371

Trademark

Information, iii

Transact, 219

Transact Reports

MMMM MMMM

Index


Transaction Summary, 228

Transaction Summary with Servie Time, 230

Trunk Reports

Trunk Group Daily, 365

Trunk Group Interval, 362

Trunk Member Interval, 368

Trunk Statistics, 11

Trunk Group Statistics Table, 12

Trunk Group Table, 11

Trunk Member Statistics Table, 14

Trunk Members Table, 12

U

Unknown States, 11

W

Weighted Averages, 15

Documents

Proprietary and Table of Contents Information - …M M Proprietary and Table of Contents Information iv 2506-003 - EADS TELECOM North America Revision History The following represents