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OpenScape Contact Center Enterprise V9 Reporting Reference Guide

Reference Guide

A31003-S2290-M101-02-76A9

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Reference No.: A31003-S2290-M101-02-76A9

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Contents

Contents

1 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71.1 Who should use this guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71.2 Formatting conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71.3 Documentation feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

2 Introduction to reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92.1 Report types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2.1.1 About real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92.1.2 About historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122.1.3 About cumulative reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142.1.4 About activity reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2.2 Resources that you can report on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172.3 Resource availability by report type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182.4 Manager features and options that affect report content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2.4.1 Reporting level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192.4.2 Statistics and Reporting options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2.4.2.1 Service Level Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202.4.2.2 Wait Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202.4.2.3 User Calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202.4.2.4 Call Director or IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212.4.2.5 Shifts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212.4.2.6 Global Queue Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212.4.2.7 First Day of Week . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212.4.2.8 Queue Real-time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.4.3 Queue options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222.4.4 Report By options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2.5 Differences between central reporting and local reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252.6 Impact of multiple time zones on historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

2.6.1 Local site vs. user location (main server machine). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272.6.2 Central reporting site vs. remote site (central reporting server machine) . . . . . . . . . . . . . . . . . . . . . . . 30

3 Predefined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333.1 Predefined real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

3.1.1 User Status Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353.1.2 Group Status Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363.1.3 Active Contacts Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383.1.4 Active Callbacks Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393.1.5 Queue Status Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403.1.6 Queue Network Statistics Real-Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413.1.7 Site Network Performance Real-Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

3.2 Predefined cumulative reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443.2.1 User Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443.2.2 Group Summary Cumulative Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463.2.3 Callback Summary Cumulative Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473.2.4 Queue Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483.2.5 Queue Network Traffic Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493.2.6 Workflow Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493.2.7 Call Director Component Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

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Contents

3.3 Predefined historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503.3.1 User Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503.3.2 User Performance Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513.3.3 User Resolution Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533.3.4 User by Queue Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543.3.5 Group Summary Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563.3.6 Contact/Source Historical Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573.3.7 Callback Summary Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 593.3.8 Detailed Callback Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603.3.9 Queue Abandoned Contacts Profile Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 613.3.10 Queue Answered Contacts Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 633.3.11 Queue Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 643.3.12 Queue by User Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 663.3.13 Queue Network Traffic Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 683.3.14 Destination Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 693.3.15 Workflow Historical Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 703.3.16 Call Director Component Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 723.3.17 User Wrap-up Reason Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 733.3.18 Routing State Reason Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 743.3.19 Post-processing Reason Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

4 Statistics available in reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 774.1 How to read the tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 774.2 Real-time report statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

4.2.1 User real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784.2.2 Group real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 804.2.3 Contact real-time statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 824.2.4 Callback real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 834.2.5 Queue real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 844.2.6 Site real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

4.3 Cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 874.3.1 User cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

4.3.1.1 User cumulative and historical statistics (User, Department, or Site). . . . . . . . . . . . . . . . . . . . . . 884.3.1.2 User historical statistics (User by Queue) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

4.3.2 Group cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984.3.3 Contact historical statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1004.3.4 Callback cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

4.3.4.1 Callback cumulative and historical statistics (Queue or Aggregate). . . . . . . . . . . . . . . . . . . . . . 1014.3.4.2 Callback historical statistics (Result) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

4.3.5 Queue cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1034.3.5.1 Queue cumulative and historical statistics (Queue or Aggregate) . . . . . . . . . . . . . . . . . . . . . . . 1034.3.5.2 Queue historical statistics (Queue by User) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

4.3.6 Destination cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1104.3.7 Workflow cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1124.3.8 Call Director component cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1134.3.9 Wrap-up reason cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1154.3.10 Routing state reason cumulative and historical statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1154.3.11 Post-processing reason cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

4.4 Statistics available in activity reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1174.4.1 User activity statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1174.4.2 Source activity statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1194.4.3 Scheduled Callback List statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

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5 Report reconciliation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1235.1 General issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

5.1.1 Group real-time reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1235.1.2 Conferencing statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1235.1.3 Disabled features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1235.1.4 Deleted resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1235.1.5 High availability (warm standby) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1245.1.6 Multitenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1245.1.7 OpenScape Voice issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

5.2 Calculation issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1255.2.1 Weighted averages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1255.2.2 Reporting by aggregate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

5.3 Report intervals and time-based statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1275.3.1 Different totals in historical reports with different specified intervals . . . . . . . . . . . . . . . . . . . . . . . . . 1275.3.2 Interval boundaries and contact statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1275.3.3 Wait time not available for contacts active in interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1285.3.4 Timing of contacts offered in user reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1285.3.5 Timing of contacts received in queue reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1295.3.6 Number of contacts received vs. offered in queue reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1295.3.7 Changing from a monitored IVR to an unmonitored IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1295.3.8 Time tracking of networked out contacts from unmonitored extensions. . . . . . . . . . . . . . . . . . . . . . . 130

5.4 Other issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1305.4.1 Contacts not tracked in real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1305.4.2 Consideration of Retry Now callbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1315.4.3 Monitored extensions that become involved in more than one call . . . . . . . . . . . . . . . . . . . . . . . . . . 131

6 Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1336.1 User states. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

6.1.1 Handling states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1336.1.2 Presence states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1346.1.3 Routing states. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

6.2 Contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1356.3 Contact states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1366.4 Other contact-related terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1376.5 Time-related terms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

A Reporting data calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168


Contents


about.fm

About this guide

Who should use this guide

1 About this guide

This guide provides detailed information on interpreting reports, including descriptions of the report types, report level descriptions of the predefined reports, detailed column descriptions, and descriptions of the statistics that appear in the reports.

This guide does not to describe how to create, generate or view reports. For a tutorial-style introduction to reporting that walks you through exercises in creating, modifying, and viewing reports, see the Manager Administration Guide. For detailed information and step-by-step instructions, see the Manager Help.

1.1 Who should use this guide

This guide is intended for system administrators responsible for configuration maintenance, and for supervisors and managers who generate reports.

1.2 Formatting conventions

The following formatting conventions are used in this guide:

BoldThis font identifies OpenScape Contact Center components, window and dialog box titles, and item names.

ItalicThis font identifies references to related documentation.

Monospace FontThis font distinguishes text that you should type, or that the computer displays in a message.

NOTE: Notes emphasize information that is useful but not essential, such as tips or alternative methods for performing a task.

IMPORTANT: Important notes draw special attention to actions that could adversely affect the operation of the application or result in a loss of data.

A31003-S2290-M101-02-76A9, 06/2016OpenScape Contact Center Enterprise V9 Reporting Reference Guide 7

About this guide

about.fm

Documentation feedback

1.3 Documentation feedback

To report an issue with this document, call the Customer Support Center.

When you call, be sure to include the following information. This will help identify which document you are having issues with.

• Title: Reporting Reference Guide

• Order Number: A31003-S2290-M101-02-76A9

A31003-S2290-M101-02-76A9, 06/20168 OpenScape Contact Center Enterprise V9 Reporting Reference Guide

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Introduction to reporting

Report types

2 Introduction to reporting

As a productivity aid, OpenScape Contact Center reporting features help you assess the current status of your contact center and individual elements within it, view historical performance statistics, and track daily progress.

2.1 Report types

The OpenScape Contact Center system includes four basic report types.

• Real-time – These dynamic reports show the current state of resources as well as statistics gathered since start of shift. Real-time reports are used to assess current situations and make minute-to-minute decisions.

• Cumulative – These reports provide running totals of performance statistics for up to the last 24 hours. Statistics are displayed in 15-minute or hourly intervals, and as each interval expires through the day, a new current interval is added to the report and updated in real time.

• Historical – These reports provide statistics and summaries over a specified range, up to and including statistics for the previous day. Historical reports are typically used to measure performance.

• Activity – These reports allow you to create queries on activities associated with users or sources, or on scheduled callbacks. User and Source Activity reports provide historical, step-by-step activity data during a specified time interval for a specified date range. Scheduled Callback Lists provide a list of the callbacks scheduled for the contact center.

2.1.1 About real-time reports

If you are interested in the minute-to-minute status of a resource, you can use a real-time report. Real-time reports are monitoring views that you can use to track critical statistics and status details. Column values are continually updated, and you can make use of visible or audible alarms to draw your attention to certain conditions.



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Report types

For example, a key piece of information in a contact center is the number of contacts currently waiting in queue. If you wanted to monitor contacts waiting at the queue level, you could use a queue real-time report.

This report shows current contact waiting totals for a set of queues. Details for each queue include:

• The number of contacts waiting in the queue.

• The current service level, based on the last 24 contacts, and an estimated service level.

• The estimated time that a contact received will wait before being answered.

The highlighting on the Contacts Queued column indicates that an alarm is configured to alert you to potential problem situations. Each real-time report subtype provides a set of columns for which you can set visible or audible alarms. You can configure three threshold values for a column. A different visual or audible alarm is triggered when each threshold value is exceeded.

The sample report shows an alarm on the Contacts Queued column. In a real-life situation, this might mean nothing more than an unusually busy day. You might use this information to take immediate action, for example, to make more users available.

Alternatively, you may want to use the group real-time report as the first step in investigating a problem. For example, if you need more details on a problem queue, you can generate a user real-time report on the users associated with that queue.


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Report types

Below is an example of a user real-time report that displays user states in a bar chart at the top of the report, and a breakdown of the statistical information in a table in the lower part of the report. When you create a real-time report, you have the option of displaying the information in a chart, a table, or both.

In general, information in real-time reports can be helpful in identifying the following:

• The need for additional staffing.

• The need for user training.

• Queuing bottlenecks.

• The need for configuration changes, such as reallocation of users among groups.

When you create a real-time report, you can choose the specific columns to appear in the report. You can generate real-time reports on users, groups (for group-based routing) or virtual groups (for skills-based routing), queues, aggregates, callbacks, and contacts currently in queue. If you are using the networking feature, you can also generate real-time reports on sites.

Real-time reports can be printed and exported to a number of common file formats. Because real-time reports are intended to be used online, they cannot be scheduled.

For more information, see:

• Section 3.1, “Predefined real-time reports”, on page 35

• Section 4.2, “Real-time report statistics”, on page 77

• Chapter 5, “Report reconciliation”



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Report types

2.1.2 About historical reports

Historical reports summarize the performance or activities of supported elements over a specific period of time, up to and including the previous day.

You can generate historical reports on users, groups (for group-based routing) or virtual groups (for skills-based routing), queues, aggregates, callbacks, destinations, workflows, Call Director components, and Wrap-up reasons.

If multiple locations are configured, you can run a user, routing state reason, Wrap-up reason, or Post-processing reason report on the main server machine based on the time zone of the local site or the user's location. If you are on a central reporting server machine, you can run all historical reports based on the time zone of the remote site or the central reporting site. In addition, you can run a user, routing state reason, Wrap-up reason, or Post-processing reason report on the central reporting server machine based on the time zone of the remote site, the central reporting site, or the user's location.


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Report types

Common ranges for historical reports are daily, weekly and monthly, but you can also specify custom ranges. Within each range, you can further break down the statistics for display at specified intervals. For example:

• Daily reports can display statistics in hourly or 15-minute intervals.

• Weekly reports can display statistics in daily, hourly, or 15-minute intervals.

• Monthly reports can display statistics in weekly, daily, hourly, or 15-minute intervals.

• Custom reports can display statistics in intervals that vary according to the range that you define.

NOTE: For historical reports that include 15-minute or hourly intervals, if there is no data for the selected statistics for a given interval, that interval is not included in the report. For example, if none of the selected statistics for the 3:00 to 4:00 interval have any values, there are no entries in the report for that interval.

The sample user performance report on the previous page is a daily report broken down into hourly intervals. This report contains only tabular data, but a historical report can also include a chart for a single statistic.

You can restrict reports to cover only a specified part of the day. For example, you might run daily reports five days per week, but you can restrict the display of statistics to times between 9:00 A.M. and 5:00 P.M.

NOTE: The maximum number of database records that can be used to generate a historical report is 60,000 (10,000 if the report includes contact record details). If the number of database records used to generate a report exceeds these limits, the report will fail. The failed report will appear in the Failed folder with a message indicating that the number of records used to generate the report exceeded the maximum. To generate the report successfully, you must select fewer resources to report on, reduce the range of the report to cover a shorter time period, or select a longer interval.

Historical reports also provide scheduling options that specify when the reports are to be run. There are three scheduling options: run the report immediately, run the report only once at a specified date and time, or run the report on a regular basis.

If you choose to run a report on a regular basis, you can also specify the frequency, for example:

• Daily at a specified time, and on specified days of the week.

• Weekly at a specified time on a particular day of the week.

• Monthly at a specified time on a particular date.



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Report types

Historical reports are commonly used to evaluate contact center performance, the productivity of individual queues and users, and configuration efficiency.


• Section 3.3, “Predefined historical reports”, on page 50

• Section 4.3, “Cumulative and historical statistics”, on page 87


2.1.3 About cumulative reports

Cumulative reports combine the “current status” benefits of real-time reports with the detailed statistics and rollup availability of historical reports. Cumulative reports contain accumulated statistical summaries for the current day. In terms of available columns and statistics, cumulative reports are identical to historical reports.

The key differences between historical reports and cumulative reports are the following:

• Cumulative reports are online reports and are intended to be used as such.

• Cumulative reports cover periods within the last 24 hours.

• Like historical reports, cumulative reports contain tabular data and the charting of a single statistic. Unlike historical reports, however, the charted statistic can include a trend line that lets you compare current day intervals with the same intervals from the previous day or the same day last week. The figure below shows a cumulative report that displays charted information only.

• Statistics accumulate as the day progresses.


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Report types

• A new current interval is added to the report each time the site-specified 15-minute or hourly interval expires. The statistics for the current interval, whether tabular or charted, are refreshed with new values according to the Real-time refresh interval setting in the Manager application. For more information see the Manager Administration Guide.

NOTE: For cumulative reports that include 15-minute or hourly interval breakdowns, if there is no data for an interval, that interval is not included in the report. For example, if the statistics for the 3:00 to 4:00 interval are all zero, that interval is not included in the report.

• Cumulative reports cannot be scheduled.

Cumulative reports are designed to provide flexible, multipurpose reporting that complement historical and real-time reports. On a daily basis, you might use a report, such as the one shown above, to monitor contact center performance since start of shift or to keep running totals. For example, you might want to track actual performance statistics against projected or forecasted values. On a less frequent basis, you can create complex, one time only reports with a minimum of effort.

In addition to keeping running totals, a key benefit of a cumulative report is the use of the trend information to help with forecasting. The trend line is based on information collected for the previous day or the same day last week, and is present whenever you open the report. Tracking the current day’s statistics against the selected trend might alert you to upcoming problems. You may have to change staffing levels to accommodate anticipated volume fluctuations predicted by the trend line.

Because cumulative reports are online reports, the user interface provides several different viewing options (for example, showing or hiding levels of detail, and the ability to change views). You can also print or export the online report.


• Section 3.2, “Predefined cumulative reports”, on page 44

• Section 4.3, “Cumulative and historical statistics”, on page 87




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Report types

2.1.4 About activity reports

You can generate the following types of activity reports:

• User Activity report – Provides a step-by-step history of routing state and handling state changes for a user or group of users during a specified time interval for a specified date range.

• Source Activity report – Provides a step-by-step history of handling state changes for all contacts from a source or list of sources during a specified time interval for a specified date range.

• Scheduled Callback List – Provides a list of the callbacks scheduled for the contact center.

The following is an example of a user activity report. You can use this type of report to investigate minute-by-minute user activities. If multiple locations are configured, you can run a User Activity Report based on the time zone of the local site or the users’ locations.

NOTE: User activity reports are available only if your site has a reporting level of Full. For more information on the reporting level, see Section 2.4.1, “Reporting level”, on page 19.

For more information, see Section 4.4, “Statistics available in activity reports”, on page 117.


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Resources that you can report on

2.2 Resources that you can report on

The resources that you can monitor and report on are listed in the table below. For each resource, a high-level description is provided of the information that is available. You must have monitoring permission for the resources that you want to report on.

Resource Reporting information available

Call Director components

Details on caller activity in Call Director components.

Callbacks Details on currently queued or scheduled callbacks, details on deleted and completed callbacks, detailed and summary profiles of callback handling performance.

Contacts State information on currently queued contacts, historical summaries with statistics such as call dispositions and performance measures on contacts from a specified source.

Destinations Contact disposition profiles for specified destinations.

Groups or virtual groups

Current contacts waiting and users available, primary/overflow contact disposition breakdowns.

Post-processing reasons

Profiles of Post-processing reason usage.

Queues (and aggregates)

Queued contact status, performance measures for contacts received, time-based answer/abandon contact statistics, user breakdowns of queue statistics, networked queues/contact status.

Routing state reasons

Profiles of Work reason and Unavailable reason usage.

Sites Enqueued contact details, current and estimated performance measures.

Sources Step-by-step history of state changes for a contact (or contacts) from specified sources.

Users Current state, performance measures, handled contact profiles, time usage statistics, queue breakdowns of user statistics.

Workflows Details on contact activities in routing strategy workflows.

Wrap-up reasons Profiles of Wrap-up reason usage.

Table 1 Resources that you can monitor and report on



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Resource availability by report type

2.3 Resource availability by report type

The basic resources that you can report on are listed in the table below, with the the types of reports in which they can appear.

2.4 Manager features and options that affect report content

Report definition properties are the primary factors in determining the layout and content of a report. However, there are a number of other factors that influence the statistics presented, the appearance of the report, and the meaning of specific statistics in a report.

These factors include the following:

• Reporting level

• Statistics and Reporting options

• Report By options

NOTE: For detailed information on how to reconcile the statistical values in your reports, see Chapter 5, “Report reconciliation”.

Real-time Cumulative Historical Activity


✓ ✓

Callbacks ✓ ✓ ✓ ✓

Contacts ✓ ✓

Destinations ✓ ✓


✓ ✓ ✓


✓ ✓

Queues (or aggregates)

✓ ✓ ✓


✓ ✓

Sites ✓

Sources ✓

Users ✓ ✓ ✓ ✓

Workflows ✓ ✓

Wrap-up reasons ✓ ✓

Table 2 Resource availability by report type


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Manager features and options that affect report content

2.4.1 Reporting level

The reporting level used at your site is a licensed feature. The reporting level restricts the amount of information that can be displayed for performance statistics in certain types of reports.

A site can have one of three levels of reporting:

• Full – User historical and cumulative reports can include detailed and summary statistics for each user. Events in source activity reports can identify individual users. User activity reports can be generated.

• Department – User historical and user cumulative reports that contain user data display statistics at the department level or site level only. Detailed and summary statistics for users are not available. Events in source activity reports pertaining to individual users identify only the user’s department, and not the individual user. User activity reports cannot be generated.

• Site – User historical and user cumulative reports that contain user data display statistics at the site level only. Detailed and summary statistics at the user and department level are not available. Events in source activity reports pertaining to individual users identify only the user’s site, and not the individual user. User activity reports cannot be generated.

NOTE: If your site has Full or Department reporting level, you can also restrict the level of user or department detail displayed in a report by modifying the report definition. For details, see Section 2.4.4, “Report By options”, on page 23. The reporting level does not impact the availability or content of user real-time reports. For more information on the reporting level at your site, contact your support representative.

NOTE: For central reporting, the least restrictive of the restricted reporting levels among all the networked sites is used. For example, if site A is using full performance reporting (where full access to user data is available) and site B is using site performance reporting (where no user data may be accessed), reports available through the Manager application connected to the central reporting server machine will offer full performance reporting.



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2.4.2 Statistics and Reporting options

The Manager application, in particular the options found under Statistics and Reporting in the Options dialog box, contains a number of configuration items and specific settings that affect the values shown in reports. For detailed information on these options, see the Manager Help.

2.4.2.1 Service Level Intervals

The service level calculation can be based on the number of contacts answered, abandoned, and redirected within a specified interval. The Manager application provides a number of options to specify how the service level is calculated for a site. If the service level formula is changed while the system is running, only new contacts will use the new service level formula.

2.4.2.2 Wait Time

The following options affect how wait time and statistics derived from wait time, such as service level, are calculated.

• Include time before enqueue – Wait time for a contact can be considered to start when a contact is enqueued or when the contact arrives at the first monitored resource.

• Include system suspended contacts – The system suspends the routing of e-mail messages and callbacks when the current time is outside the configured routing schedule for the media type. For example, an e-mail message might arrive at 11:00 P.M., when the contact center is closed, and when the contact center opens again at 8:00 A.M., it could be assigned to a user and handled immediately. Depending on this setting, the wait time for that contact could be either nine hours or zero hours.

2.4.2.3 User Calculation

Statistics are monitored for every OpenScape Contact Center user who handles contacts. These statistics include the time spent consulting on contacts and utilization. The following options affect these statistics:

• Consider consultation after – This option allows you to specify the amount of time that must pass after a user contacts another person at the site, for the contact to be considered a consultation.

• Include idle time in utilization – Utilization is the percentage of logged on time that a user spends handling routed contacts or otherwise working (for example, attending meetings). This option dictates whether the time a user spends in Idle presence state is included in the calculation.


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2.4.2.4 Call Director or IVR

If the OpenScape Contact Center system has Call Director or an IVR as a front end, or if a contact is transferred to Call Director or an IVR from within a routing strategy workflow, the contact can be finished in Call Director or the IVR before it is enqueued. This can happen in two ways: by Call Director or the IVR disconnecting, or by the caller abandoning.

The Consider finished in Call Director or IVR as answered option allows you to specify whether contacts that are finished in this way are considered as Answered or Abandoned. For example, if a customer gets all the information the customer needs from the IVR and then hangs up, you would want this to be considered Answered rather than Abandoned. Contacts that are redirected out of scope are also considered Answered when this option is enabled.

Contacts that finish in Call Director or an IVR while they are enqueued are considered Abandoned, regardless of this setting value.

2.4.2.5 Shifts

Statistics accumulated since start of shift in real-time reports and shift-based statistics that appear in cumulative and historical reports use the one to three shift definitions that you set up in the Manager application.

2.4.2.6 Global Queue Intervals

The global queue report intervals are used in cumulative and historical queue reports to help you analyze when contacts are being answered and abandoned. Cumulative and historical queue reports include breakdowns by interval of the time that customers wait before a contact is answered or abandoned, using the statistics “Answered in Interval” and “Abandoned in Interval”. You can define up to five time intervals so that you can track the number of contacts that are answered by a user or abandoned within the different time intervals.

2.4.2.7 First Day of Week

Historical report definitions that have a range of This Week or Last Week display the Start date based on the configured first day of the week.

During installation, the host computer's Regional Options setting determines the default first day of the week. For example, for the United States, the default is Sunday, and for Germany, the default is Monday. Any time after installation, you can change this setting. The change will take effect in the next weekly rollup period. The change will not affect existing historical data which remains based on the previous setting.



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2.4.2.8 Queue Real-time Report

The following options affect the queue and aggregate statistics that appear in real-time reports and wallboard and Broadcaster views:

• Include ringing and unanswered contacts – If you choose this option, contacts that are in Ringing, Pending, and Unanswered state will be included in the Contacts Queued and Contacts Overflowed statistics, and the time spent ringing will be included in the Wait Time statistic.

• Use weighted averages – By default, the system uses a simple average to calculate current and estimated statistical summaries in queue real-time reports and real-time aggregate statistics. This option allows you to use a weighted average, which takes into account the number of contacts in each queue. For example, suppose you have the following values:

In this example, the service level calculated using the simple average is (90 + 50) / 2 = 70%, and the service level calculated using the weighted average is [(10 * 90) + (5 * 50)] / 15 = 77%.

Weighting is performed using the Contacts - Received (Shift) statistic when calculating shift statistics, and the Contacts - Queued statistic when calculating current and estimated statistics.

NOTE: Even when the Use weighted averages option is enabled, if there are no contacts in queue, the system uses the default simple average calculation method.

For more information on weighted averages, see Section 5.2.1, “Weighted averages”, on page 125.

2.4.3 Queue options

When you configure a queue, the Include this queue when calculating site-level statistics option specifies whether statistics for this queue will be included in network-level reports. For each set of identically named queues across a networked contact center, the queue at each site has its own setting. Identically named queues at different sites may use different settings. This means that affected report statistics for a particular queue may not reflect the activity at all sites in the network.

Queue Contacts - Received (Shift) Service Level - Shift

Sales 10 90

Support 5 50


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2.4.4 Report By options

By default, a report presents statistics at the level of the resource associated with that type of report (for example, individual users). For certain report types, the report definition contains a Report By option that lets you modify how statistics are presented.

Depending on the type of report, you can do the following:

• Suppress the level of detail in a report. For example, for reports that show user-based statistics, you can suppress user-level detail and display statistics only at the department or site level.

• Break down statistics for a particular resource by another resource type. For example, in queue historical reports you can break down statistics for a particular queue by the users who were offered contacts associated with that queue.

• Vary the grouping of results in a report. For example, Wrap-up reasons in a historical report can be presented by user, department, site, queue, or aggregate.

Table 3 describes the Report By options and shows the specific report types in which each option is available.

NOTE: Availability of the User and Department options depends on the reporting level licensed at your site. For details, see Section 2.4.1, “Reporting level”, on page 19.

Report By option

Description and notes Report type availability

User This option presents statistics and summaries at the level of individual users.

• User cumulative• User historical• Wrap-up reason cumulative• Wrap-up reason historical• Routing State Reason cumulative• Routing State Reason historical• Post-processing Reason cumulative• Post-processing Reason historical

Department This option suppresses user level detail and presents statistics and summaries at the level of departments only.


Table 3 Report By options and their effect on report content



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Site This option suppresses user and department level detail and presents statistics and summaries at the level of sites only.


User by Queue

This option presents statistics at the user level with a breakdown for each queue for which this user was offered a contact. Only a subset of the statistics available with the User, Department, and Site Report By options are available when you choose this option.

• User historical

Queue This option presents statistics and summaries at the level of queues.

• Callback cumulative• Callback historical• Queue real-time• Queue cumulative• Queue historical• Wrap-up reason cumulative• Wrap-up reason historical

Aggregate This option suppresses queue level detail and presents statistics and summaries at the level of aggregates only.

• Callback cumulative• Callback historical• Queue real-time• Queue cumulative• Queue historical• Wrap-up reason historical• Wrap-up reason cumulative

Queue by User

This option presents statistics at the queue level with breakdowns by each user who was offered contacts associated with the queue. Only a subset of the statistics available with the queue and aggregate Report By options are available.

• Queue historical

Result This option presents statistics for each site-defined or system-caused callback disposition.

• Callback historical

Report By option

Description and notes Report type availability

Table 3 Report By options and their effect on report content


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Differences between central reporting and local reporting

2.5 Differences between central reporting and local reporting

The central reporting feature allows you to do the following:

• Produce historical reports across multiple networked sites.

• Offload the historical reporting function from the main server machine. This allows the main server machine to process real-time contacts and real-time reports more efficiently.

• Provide increased data retention. Since more historical reporting data can be stored on a central reporting server machine, you can store reporting data for longer periods of time.

• When the system is configured for high availability (warm standby), consolidate statistical data from the server cluster and thus provide ongoing historical reporting during and after failover.

Throughout the day, the raw contact data is rolled up to report-ready data for 15-minute and hourly reports. Once a day, at data maintenance time, rollup data for daily, weekly, and monthly reports is calculated. Also at this time, any configuration changes for local sites, such as new user definitions, are imported to the central reporting site.

The key differences between reports generated at a local site and reports generated on a central reporting server machine are the following:

• When you are connected to a central reporting server machine, only historical reports are available.

• When you create a report definition on a central reporting server machine, you can specify the individual sites that you want to report on.

• Reports generated at a local site include totals for the resource being reported on (for example, users), with breakdowns by interval. Reports generated on a central reporting server machine also include totals for each site being reported on, and the resources being reported on are grouped by site.

• If multiple locations are configured, you can run a user, routing state reason, Wrap-up reason, or Post-processing reason report on the main server machine based on the time zone of the local site or the user's location. If you are on a central reporting server machine, you can run all historical reports based on the time zone of the remote site or the central reporting site. In addition, you can run a user, routing state reason, Wrap-up reason, or Post-processing reason report on the central reporting server machine based on the time zone of the remote site, the central reporting site, or the user's location. For more information about time zone options, see Section 2.6, “Impact of multiple time zones on historical reports”, on page 26.



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Impact of multiple time zones on historical reports

2.6 Impact of multiple time zones on historical reports

If multiple locations are configured, different time zone options may be available when you generate a historical report, depending on the configuration of your system.

By selecting the appropriate time zone option, you can generate historical reports based on different time zones to provide a comprehensive view of contact center activities.

It is important to understand the effect of different time zone options in order to properly interpret the information in a report. Two reports can have the same properties, except for the time zone option that is selected. At first glance, the resulting reports might appear almost identical. However, the information in each report must be viewed from the perspective of the time zone option that was selected when the report was generated.

NOTE: Ensure that the full day is complete at all locations that are in different time zones before data maintenance occurs. If the full day (or full week or full month) is not complete at all locations when the reporting statistics are calculated, reports that are based on the time zone of the user's location will not show any data for that day (or week or month). However, the data will be available the next day. For more information about time zones and their effect on when data is available for reports, see the Manager Administration Guide.

Configuration of the system Can generate reports based on time zone of

Main server machine with only one location

• Local site (default)– No other options are available, so the time

zone selection box does not appear when you configure the report.

Main server machine with two or more locations

• Local site (default)• User locationa

a Only the following types of reports can be generated based on the time zone of the user’s location: user, routing state reason, Wrap-up reason, and Post-processing reason.

Central reporting server machine where main server machine has only one location

• Central reporting site (default)• Remote site

Central reporting server machine where main server machine has two or more locations

• Central reporting site (default)• Remote site• User location*

Table 4 Time zone options that are available for historical reports


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2.6.1 Local site vs. user location (main server machine)

If multiple locations are configured on a main server machine, you can generate a user, routing state reason, Wrap-up reason, or Post-processing reason report based on the time zone of the local site or the user's location. If you are configuring any other type of report on a main server machine, the time zone option is not available.

For example, consider a scenario where the main server machine is located in London, England. This site has users in London as well as in three associated user locations.

Each user location is in a different time zone. Beijing and Munich are eight hours and one hour ahead of London respectively, and Brasilia is three hours behind London. All times are based on UTC (Coordinated Universal Time).

You can configure a report to display the number of Routed Handled contacts from 10:00 to 12:00 (noon), in hourly intervals, for users in these locations: Beijing (User 1), Munich (User 2), London (User 3), and Brasilia (User 4).



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When you select the Local site time zone option, all the times that are displayed in the report are based on the time zone of the local site, which is London. Brasilia is three hours behind London, so it is only 7:00 A.M. there and the contact center is closed. As a result, the number of Routed Handled contacts in Brasilia is zero.


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When you select the User location time zone option, all the times that are displayed in the report are times at the locations of the individual users. In this report, 10:00 for User 1 represents 10:00 A.M. Beijing time, 10:00 for User 2 represents 10:00 A.M. Munich time, and so on. This allows you to compare statistics in separate user locations, based on the same business hours at each location.

This is also true if your system is configured for central reporting and includes more than one remote site, and there are several user locations associated with each site. When you select the User location time zone option, the times in the report are the times at the individual user locations, regardless of which site they are associated with.

NOTE: If Daylight Saving Time is in effect at a particular location, the system automatically makes any necessary adjustments.



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2.6.2 Central reporting site vs. remote site (central reporting server machine)

If multiple locations are configured on a central reporting server machine, you can generate all historical reports based on the time zone of a remote site or the central reporting site. In addition, you can generate a user, routing state reason, Wrap-up reason, or Post-processing reason report based on the time zone of the remote site, the central reporting site, or the user's location.

For example, consider a system that has a central reporting site in Toronto, with a remote site in London. (For purposes of illustration, only one remote site is shown here.)

Each user location is in a different time zone. Beijing and Munich are respectively eight hours and one hour ahead of London, and Brasilia is three hours behind London.


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You might be interested in looking at the Routed Handled contacts everywhere in the system, for a certain time interval in Toronto. Perhaps you need to adjust the networking distribution settings so that contacts can be routed in a more balanced way. You can generate a report that tracks the number of Routed Handled contacts from 10:00 AM to 12:00 PM (noon), Toronto time, in hourly intervals, for users in these locations: Beijing (User 1), Munich (User 2), London (User 3), and Brasilia (User 4).

When you select the Central reporting site time zone option, all the times displayed in the report are times at the central reporting site, which is Toronto.

You can see what users are doing in their respective locations, at the selected Toronto times. At 10:00 A.M. Toronto time, Munich is relatively busy, because it is already 4:00 P.M. there. In Brasilia, it is only 12:00 P.M. (noon), but the contact center in Brasilia is also fairly busy. However, at 10:00 A.M. Toronto time, it is 11:00 P.M. in Beijing, so the contact center in Beijing is closed. As a result, the number of Routed Handled contacts in Beijing is zero.



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When you select the Remote site time zone option, all the times displayed in the report are times at the remote sites, which is London. Brasilia is three hours behind London, so it is only 7:00 A.M. there and the contact center is closed. As a result, the number of Routed Handled contacts in Brasilia is zero.

This report is essentially the same as the previous report. The important difference is that, if your system includes more than one remote site and you select the Remote site time zone option, the statistics in the report are grouped by site, and the statistics are displayed in the time zone of each remote site.


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Predefined reports

3 Predefined reports

The Manager application in OpenScape Contact Center provides a set of predefined report definitions that contain the most commonly reported on data. You can use these reports as they are, or make copies of them and modify the definition to meet your requirements. Table 5 lists all the predefined reports that are available.

Throughout this chapter, you will see “real-time”, “cumulative”, and “historical” embedded in the report names. This will help you distinguish between similarly named reports.

NOTE: In a high availability (warm standby) environment, the real-time, cumulative, and historical statistics always reflect the activity on the server machine that the Manager application is connected to.

Resource Real-time Cumulative Historical


(none) • Call Director Component Cumulative Report

• Call Director Component Historical Report

Callbacks • Active Callbacks Report

• Callback Summary Cumulative Report

• Detailed Callback Historical Report

• Callback Summary Historical Report

Contacts • Active Contacts Report

(none) • Contact/Source Historical Report

Destinations (none) (none) • Destination Report


• Group Status Report

• Group Summary Cumulative Report

• Group Summary Report


(none) (none) • Post-processing Reason Report

Queues • Queue Status Report

• Queue Network Statistics Real-Time Report

• Queue Summary Cumulative Report

• Queue Network Traffic Cumulative Report

• Queue Abandoned Contacts Profile Report

• Queue Answered Contacts Profile Report

• Queue Summary Report

• Queue Network Traffic Historical Report

• Queue by User Historical Report

Table 5 Predefined reports, by resource and report type


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(none) (none) • Routing State Reason Historical Report

Sites • Site Network Performance Real-Time Report

(none) (none)

Users • User Status Report • User Summary Cumulative Report

• User by Queue Historical Report

• User Summary Report

• User Performance Report

• User Resolution Report

Workflows (none) • Workflow Cumulative Report

• Workflow Historical Report

Wrap-up reasons

(none) (none) • User Wrap-up Reason Report

Resource Real-time Cumulative Historical

Table 5 Predefined reports, by resource and report type (Fortsetzung)


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Predefined reports

Predefined real-time reports

3.1 Predefined real-time reports

The predefined real-time reports packaged with OpenScape Contact Center provide the most commonly used current status details on live contact center resources.

3.1.1 User Status Report

A User Status Report provides live state information on one or more users. In addition to showing the current handling state and presence state of each user, this report shows how long the user has been in that state.

This report has the following columns:

• Name

• User ID

• Group (available only when using group-based routing)

• State (Handling State)

• Time in State (Handling State)

• State (Presence State)

• Time in State (Presence State)

For detailed descriptions of the columns available for the User Status Report, see Section 4.2.1, “User real-time statistics”, on page 78.


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On the level of the individual user, the User Status Report report is commonly used to investigate problems such as lengthy times spent in Talking handling state or in Post-processing handling state wrapping up a contact. At the level of the department or group, the User Status Report can be used to assess the readiness of the group or department to handle the current workload.

For an indication of a user's performance over a particular time period, see the following:

• Section 3.3.1, “User Summary Report”, on page 50.

• Section 3.2.1, “User Summary Cumulative Report”, on page 44.

• Section 3.3.2, “User Performance Report”, on page 51.

3.1.2 Group Status Report

A Group Status Report provides live workload information for one or more groups.


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Predefined reports



• Name

• Primary (Waiting Contacts)

• Overflow (Waiting Contacts)

• Logged On (Users)

• Idle (Users)

For detailed descriptions of the columns available for the Group Status Report, see Section 4.2.2, “Group real-time statistics”, on page 80.

The Group Status Report is most commonly used to assess how the group is handling the current workload. The pending workload is shown by the waiting contacts values. The ability to handle the workload is shown by the logged on and idle user values.

If the Group Status Report indicates problems, see the following reports for more information:

• Section 3.1.1, “User Status Report”, on page 35 provides additional information on the current state of individual users.

• Section 3.2.2, “Group Summary Cumulative Report”, on page 46 provides information on a group's performance over a particular time period.

• Section 3.3.5, “Group Summary Report”, on page 56.


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3.1.3 Active Contacts Report

The Active Contacts Report is a real-time report that provides live information on contacts that are currently in queue.


• Queue Name

• Time in State

• State

• Description

• Priority

• Eligible Users

For detailed descriptions of all columns available for the Active Contacts Report, see Section 4.2.3, “Contact real-time statistics”, on page 82.

The Active Contacts Report is most commonly used to assess the current outstanding workload across a number of queues. It reports on outstanding contacts only, and therefore can help you isolate particular queues or groups that are not keeping up with the current workload.

If the Active Contacts Report indicates problems, see the following reports for more information:

• Section 3.1.2, “Group Status Report”, on page 36 provides an indication of current workload of a group and its ability to handle the workload.

• Section 3.1.5, “Queue Status Report”, on page 40 provides live information and shift statistics on the workload of individual queues.


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3.1.4 Active Callbacks Report

The Active Callbacks Report is a real-time report that provides live information on callbacks that are currently in queue.

The Active Callbacks Report is most commonly used to assess the current outstanding callbacks across a number of callback queues. It reports on outstanding callbacks only, and can therefore help you isolate particular queues or groups that are not keeping up with the current callback workload.


• Queue Name

• Origin

• State

• Customer Name

• Customer Telephone Number

• Creator Name

• Count (Attempt)

For detailed descriptions of all columns available for the Active Callbacks Report, see Section 4.2.4, “Callback real-time statistics”, on page 83.

If the Active Callbacks Report indicates problems, see the following reports for more information:

• Section 3.1.2, “Group Status Report”, on page 36 provides an indication of current workload of a group and its ability to handle the callback workload.

• Section 3.1.5, “Queue Status Report”, on page 40 provides live information and shift statistics on the workload of individual callback queues.


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3.1.5 Queue Status Report

The Queue Status Report contains both live information and statistics gathered since the start of the current shift. It provides performance statistics for a queue.


• Name

• Queued (Contacts)

• Received (Shift) (Contacts)

• Answered (Shift) (Contacts)

• Current (Service Level)

• Estimated (Service Level)

• Oldest Contact (Wait Time)

• Answered (Average Wait Time)

• Estimated Answer (Wait Time)

For detailed descriptions of all columns available for the Queue Status Report, see Section 4.2.5, “Queue real-time statistics”, on page 84.

The Queue Status Report report is most commonly used to assess how well the workload for a queue is being handled. The key indicators of current workload handling are the current and estimated service level, average wait times, and the contacts queued value. The contacts answered and contacts received values give an indication of the workload since the start of the current shift.


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Predefined reports


If the Queue Status Report indicates problems, see the following reports for more information:

• Section 3.1.2, “Group Status Report”, on page 36 has current status information on individual groups.

• Section 3.2.4, “Queue Summary Cumulative Report”, on page 48 provides information on a queue's performance over a particular time period.

• Section 3.3.11, “Queue Summary Report”, on page 64.

3.1.6 Queue Network Statistics Real-Time Report

The Queue Network Statistics Real-Time Report provides current details on networked and non-networked contacts for queues at the local site that are participating in networking. It presents the number of contacts networked in and networked out since the start of shift, within the context of performance for a queue, in general.


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• Name

• Queued (Contacts)

• Received (Shift) (Contacts)

• Received Networked In (Shift) (Contacts)

• Answered (Shift) (Contacts)

• Redirected Networked Out (Shift) (Contacts)



• Oldest Contact (Wait Time)

For detailed descriptions of all columns available for the Queue Network Statistics Real-Time Report, see Section 4.2.5, “Queue real-time statistics”, on page 84.

3.1.7 Site Network Performance Real-Time Report

The Site Network Performance Real-Time Report lets you monitor current performance indicators for one or more sites. Statistics in this report fall into three categories:

• Utilization, an indicator of how well users are spending their time.

• Wait time and service level statistics, indicators of customer satisfaction.

• Contacts in queue statistics, indicators of the current workload.


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Predefined reports


This report is used primarily to compare and contrast performance at individual sites in a networked contact center. For supervisors and administrators who are interested in short term or immediate actions, this report can be used to indicate that a site may need more logged-on users. For those interested in longer term or more permanent solutions, this report can be helpful in determining whether users at one site are better trained or managed than at another, or whether configuration changes, such as workflow updates, are required.


• Name

• Utilization


• Estimated Answer (Wait Time)



• Voice (Queued Contacts)

For detailed descriptions of all columns available for the Site Network Performance Real-Time Report, see Section 4.2.6, “Site real-time statistics”, on page 86.


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Predefined cumulative reports

3.2 Predefined cumulative reports

The predefined cumulative reports packaged with OpenScape Contact Center provide commonly used, accumulated, 24-hour statistics and summaries on contact center resources.

NOTE: If one of the predefined historical reports contains the content required for a cumulative report that you want to use at your site, you can make a copy of the historical report and change the report type to cumulative.

3.2.1 User Summary Cumulative Report

The User Summary Cumulative Report provides a recent profile on contacts offered to individual users.


• Name

• Logged On (Total Time)

• Utilization

• Routed (Offered Contacts)

• Routed Other (Offered Contacts)

• Routed (Handled Contacts)


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Predefined reports


• Routed Other (Handled Contacts)

• Direct (Handled Contacts)

• Routed (Abandoned Offered Contacts)

• Unhandled (Routed Contacts)

• Held (Routed Contacts)

• Routed Talked (Average Time)

• Routed Held (Average Time)

• Idle (Percentage Time)

• Away (Percentage Time)

• Busy (Percentage Time)

• Routed (Percentage Handling Time)

For detailed descriptions of all columns available for the User Summary Cumulative Report, see Section 4.3.1, “User cumulative and historical statistics”, on page 87.

You can use the User Summary Cumulative Report to assess user performance. In addition to basic count totals such as contacts offered and contacts handled, the User Summary Cumulative Report includes additional breakdown details that let you do the following:

• Compare the number of contacts handled that were routed by OpenScape Contact Center with the number of contacts handled that were not routed by OpenScape Contact Center.

• Compare the time that users spent in Idle presence state with the time that users spent in Away or Busy presence state, to determine how many more contacts might be handled.

• Inspect the average time that was spent handling contacts and post-processing contacts.

Comparing statistics for several users can help you determine which users may need additional training in handling contacts.

For additional information on user performance, see Section 3.3.2, “User Performance Report”, on page 51.


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3.2.2 Group Summary Cumulative Report

The Group Summary Cumulative Report provides a summary of the contacts that were received for a group.


• Name

• Primary (Received Contacts)

• Overflow (Received Contacts)

• Primary (Offered Contacts)

• Overflow (Offered Contacts)

• Offered Elsewhere (Received Contacts)

• Average (Logged On Users)

• All (Received Contacts)

For detailed descriptions of all columns available for the Group Summary Cumulative Report, see Section 4.3.2, “Group cumulative and historical statistics”, on page 98.

The Group Summary Cumulative Report is used primarily to provide a profile of contacts received in groups and consists largely of count statistics. For an individual group, this report can be used as follows:

• The contacts offered and contacts received statistics are an indicator of how efficiently the group is handling contacts.

• The primary contacts received and overflow contacts received statistics can be used to verify or diagnose effectiveness of the configuration of queues that use this group as an overflow group.

Across a set of groups, the Group Summary Cumulative Report can be used to compare contact handling requirements.


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If the Group Summary Cumulative Report indicates problems, see the following reports for more information:

• Section 3.3.3, “User Resolution Report”, on page 53 - If the number of transferred out contacts is an issue, this report provides detailed transferred out contact statistics by user.

• Section 3.3.11, “Queue Summary Report”, on page 64 - If the number of contacts overflowing into a group is an issue, this report can provide more information on the queue this group is part of.

3.2.3 Callback Summary Cumulative Report

The Callback Summary Cumulative Report provides a recent summary of callbacks handled by the contact center. This report consists largely of count statistics, such as the number of successful and unsuccessful callbacks.

The Callback Summary Cumulative Report is used primarily to provide a profile of callback handling performance.The report lets you gauge the success and failure of callback attempts over the last 24 hours.


• Name

• Attempts

• Callbacks

• Successful

• All (Unsuccessful)

• Requeued Out

• Percentage Successful

• Percentage Unsuccessful

• Average (Contact Time)

If the Callback Summary Cumulative Report indicates problems, see the following reports for more information:

• Section 3.3.3, “User Resolution Report”, on page 53 can provide detailed resolution statistics by user.

• Section 3.3.11, “Queue Summary Report”, on page 64 can provide detailed information on the callback queues.


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3.2.4 Queue Summary Cumulative Report

The Queue Summary Cumulative Report summarizes contact handling efficiency for individual queues. It provides both raw count information on contact dispositions (such as received, answered, and redirected) and calculated statistics, for example, abandon rate, service level, and average wait time.


• Name


• All (Answered Contacts)

• All (Abandoned Contacts)

• Out of Scope (Redirected Contacts)

• Service Level

• Abandon Rate


• Abandoned (Average Wait Time)

• Average (User Involvement Time)

For detailed descriptions of all columns available with the Queue Summary Cumulative Report, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 103.


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The key indicators in this report are the average wait time and service level values. They provide a high-level summary of how well contacts arriving in this queue are handled, including information such as the following:

• How long customers are waiting before being answered by a user.

• The percentage of contacts being answered within the site-defined service level, depending on the selected service level formula.

The most common cause of unfavorable values in the key indicators in this report is the number of users of the primary group associated with the queue. Another contributor is the overflow interval defined for the queue.

If the Queue Summary Cumulative Report indicates problems, see the Section 3.3.5, “Group Summary Report”, on page 56. The Group Summary Report provides contacts handled and contacts offered statistics, as well as a primary and overflow breakdown of contacts received.

3.2.5 Queue Network Traffic Cumulative Report

The Queue Network Traffic Cumulative Report allows you to compare and contrast the recent performance of identically named queues at different sites in the network. The purpose and content of this report are very similar to those of the historical version of the report. For details, see Section 3.3.13, “Queue Network Traffic Historical Report”, on page 68.

3.2.6 Workflow Cumulative Report

The Workflow Cumulative Report provides a recent summary of contact activities that occur in routing strategy workflows. The purpose and content of this report are very similar to those of the historical version of the report. For details, see Section 3.3.15, “Workflow Historical Report”, on page 70.

3.2.7 Call Director Component Cumulative Report

The Call Director Component Cumulative Report provides a recent summary of call activities that occur in Call Director components. The purpose and content of this report are very similar to those of the historical version of the report. For details, see Section 3.3.16, “Call Director Component Historical Report”, on page 72.


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Predefined historical reports

3.3 Predefined historical reports

The predefined historical reports packaged with OpenScape Contact Center provide the statistics and summaries most commonly used in contact center management.

NOTE: If one of the predefined cumulative reports contains the content required of a historical report that you want to use at your site, you can make a copy of the cumulative report and change the report type to historical.

3.3.1 User Summary Report

The User Summary Report is a historical report that provides a profile on contacts offered to individual users.


• Name

• Routed (Offered Contacts)


• Routed (Abandoned Offered Contacts)

• Held (Routed Contacts)

• Direct Incoming Voice (Handled Contacts)

• Direct Outgoing Voice (Handled Contacts)

• Direct Internal Voice (Handled Contacts)


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• All (Average Handling Time)

• Busy (Average Time)


For detailed descriptions of all the columns available for the User Summary Report, see Section 4.3.1, “User cumulative and historical statistics”, on page 87.

This report is most commonly used to assess how a user is handling offered contacts. In addition to letting you inspect basic count totals such as contacts offered, contacts handled, held contacts, and abandoned contacts, this report includes additional breakdown details that let you:

• Compare the number of contacts handled that were routed by OpenScape Contact Center with the number of contacts handled that were not routed by OpenScape Contact Center.

• Inspect the average time spent handling contacts.

Comparing statistics for several users can help you isolate users that may need additional training in handling contacts.

For additional information on user performance, see Section 3.3.2, “User Performance Report”, on page 51.

3.3.2 User Performance Report

The User Performance Report provides a breakdown of time spent in various activities by individual users.


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• Name

• Logged On (Total Time)

• All (Average Handling Time)

• Routed (Percentage Handling Time)

• Direct Internal Voice (Percentage Handling Time)

• Direct Incoming Voice (Percentage Handling Time)

• Direct Outgoing Voice (Percentage Handling Time)

• Idle (Percentage Time)

• Away (Percentage Time)

• Busy (Percentage Time)

• Other (Percentage Time)

For detailed descriptions of all columns available with the User Performance Report, see Section 4.3.1, “User cumulative and historical statistics”, on page 87.

The User Performance Report is most commonly used to assess how well users are spending their time. In addition to letting you inspect statistics such as total logged-on time and the average time spent handling contacts, this report lets you:

• Compare the time that users spent handling contacts that were routed by OpenScape Contact Center with the time spent handling contacts that were not routed by OpenScape Contact Center.

• Compare the time that users spent in Away and Busy presence state with the time that users spent handling contacts and in Idle presence state.

If this report indicates problems, see the following reports for more information:

• Section 3.2.1, “User Summary Cumulative Report”, on page 44

• Section 3.3.1, “User Summary Report”, on page 50.


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3.3.3 User Resolution Report

The User Resolution Report is a historical report that provides a high-level profile of final dispositions for contacts received by individual users.


• Name


• Terminated (Routed Contacts)

• Transferred (Routed Contacts)

• Requeued (Routed Contacts)

For detailed descriptions of all the columns available for the User Resolution Report, see Section 4.3.1, “User cumulative and historical statistics”, on page 87.

The User Resolution Report is commonly used to view high-level contact results for individual users. Across several users, the report can be used to compare contact-handling efficiency. For individual users, the report can be used as the first step in diagnosing problems.


• Section 3.2.1, “User Summary Cumulative Report”, on page 44 provides additional contact-handling statistics.

• Section 3.3.1, “User Summary Report”, on page 50 provides additional contact-handling statistics.

• Section 3.3.2, “User Performance Report”, on page 51 provides a breakdown of time spent in various activities.


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3.3.4 User by Queue Historical Report

The User by Queue Historical Report breaks down user performance on a queue-by-queue basis. The report lets you measure performance by a user for each queue for which the user handled contacts. Summaries are provided at the user, queue, and daily levels and detailed information on each contact is provided.


• Name

• Offered (Routed Contacts)

• Handled (Routed Contacts)

• Routed (Average Handling Time)


• Routed Consulted (Average Time)

• Routed Deferred (Average Time)

For detailed descriptions of all columns available for the User by Queue Historical Report, see Section 4.3.1.2, “User historical statistics (User by Queue)”, on page 96.

The User by Queue Historical Report report is used primarily to measure user handling of contacts from different queues. Comparing user statistics across several queues can indicate strengths and weaknesses in handling different types of contacts. Within the user statistics for a single queue, the average time spent consulting, holding calls, or the average time that e-mail messages spent deferred are good indicators of a user’s comfort in handling contacts associated with that queue.


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If this report indicates problems, see the following reports for additional information:

• Section 3.3.2, “User Performance Report”, on page 51 provides a detailed breakdown of user activities and can be used to more accurately assess how a user is making use of their time

• A user activity report can be used to investigate details of individual contacts. For details, see Section 2.1.4, “About activity reports”, on page 16.

NOTE: This report is not intended to provide diagnostic information on queues. However, if this report seems to indicate queue-specific problems such as excessive overflow, using the queue-based reports might be more helpful in tracking down queue configuration problems.

NOTE: If the Include contact record detail in this report option is selected in the report definition, and the number of database records used to generate the report exceeds 10,000, the report will fail. The failed report will appear in the Failed folder in the Manager application’s Report Center with a message indicating that the number of records used to generate the report exceeded the maximum. To generate the report successfully, you must either select fewer resources to report on or reduce the range of the report to cover a shorter time period.


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3.3.5 Group Summary Report

The Group Summary Report is a historical report that provides a summary of received contacts for a group.


• Name


• All (Offered Contacts)

• Primary (Received Contacts)

• Overflow (Received Contacts)

• Primary (Transferred Contacts)

For detailed descriptions of all the columns that are available for the Group Summary Report, see Section 4.3.2, “Group cumulative and historical statistics”, on page 98.

The Group Summary Report is used primarily to provide a profile of contacts received in groups and consists largely of count statistics. For an individual group, this report can be used as follows:

• The contacts received and contacts offered statistics are an indicator of how efficiently the group is handling contacts.

• The primary contacts received and overflow contacts received statistics can be used to verify or diagnose the effectiveness of the configuration of queues that use this group as an overflow group.


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Predefined reports


Across a set of groups, this report can be used to compare contact handling requirements.

If the Group Summary Report indicates problems, see the following reports for more information:

• Section 3.3.3, “User Resolution Report”, on page 53. If the number of transferred out contacts is an issue, this report provides detailed transferred out contact statistics by user.

• Section 3.3.11, “Queue Summary Report”, on page 64. If the number of contacts overflowing into a group is an issue, this report provides more information on the queue that this group is part of.

3.3.6 Contact/Source Historical Report

The Contact/Source Historical Report provides details and summaries on all contacts from a specified set of monitored sources. At the source level, and within source by date, a profile of contact dispositions is provided, along with statistics such as the abandon rate and wait time and handling time durations. Within the reporting interval defined for the report, detailed contact-by-contact information is available.


Predefined reports

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The Contact/Source Historical Report can be used for billing, general diagnostic, and investigative purposes.

• With respect to billing, the report can provide contact count and contact duration statistics for billable customers or situations involving service contracts.

• In terms of general diagnostics, this report can be used to help you optimize service for key customers. Since average wait time and average contact time are measures of customer satisfaction, source/contact historical reports can help you monitor how well contacts from a given source are being serviced and take corrective action if necessary.

• This report also serves as a starting point in investigating a situation involving an individual contact from a given source.


• Source

• Received (Contacts)

• Answered (Contacts)

• Abandoned (Contacts)

• Redirected (Contacts)

• Average Waiting (Contact Time)

• Abandon Rate


For detailed descriptions of all the columns that are available for Contact/Source Historical Report, see Section 4.3.3, “Contact historical statistics”, on page 100.

The Contact/Source Historical Report indicates problems, see the following report for additional information:

• A source activity report can be useful in investigating details of individual contacts from a source. For details, see Section 2.1.4, “About activity reports”, on page 16.



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Predefined reports


3.3.7 Callback Summary Historical Report

The Callback Summary Historical Report provides a summary of callbacks handled by the contact center.


• Name

• Callbacks

• All (Unsuccessful)

• Reached Maximum Retry (Unsuccessful)

• Expired (Unsuccessful)

• Timed Out (Unsuccessful)

• Deleted (Unsuccessful)

• Requeued Out

• Percentage Unsuccessful

For detailed descriptions of all the columns available for the Callback Summary Historical Report, see Section 4.3.4, “Callback cumulative and historical statistics”, on page 101.


Predefined reports

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The Callback Summary Historical Report is used primarily to provide a profile of callbacks within the contact center and consists largely of count statistics, such as the number of successful and unsuccessful callbacks.

If the Callback Summary Historical Report indicates problems, see the following reports for more information:

• Section 3.3.3, “User Resolution Report”, on page 53 can provide detailed resolution statistics by user.

• Section 3.3.11, “Queue Summary Report”, on page 64 can provide detailed information on the callback queues.

3.3.8 Detailed Callback Historical Report

The Detailed Callback Historical Report provides details on canceled and completed callbacks based on the result, or final disposition, of the contact. This allows you to view all callbacks, for example, that were deleted by users or that timed out before the customer was successfully contacted. Breakdowns by date are provided, and for each callback in the report, a history relevant to the final callback disposition is provided.

NOTE: If you are using the OpenScape Contact Center outbound feature to schedule callbacks, you can use the content of this report as the basis for creating an outbound list. For more information, see the Manager Administration Guide.


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Predefined reports



• Result

• Origin

• Queue Name

• Tries

• Time (Last Try)

• Telephone Number (Last Try)

• User Name (Last Try) (present only if the system has Full reporting level)

For detailed descriptions of all the columns available for the Detailed Callback Historical Report, see Section 4.3.4, “Callback cumulative and historical statistics”, on page 101.

If the Detailed Callback Historical Report indicates problems, see the following reports for additional information:

• Section 3.3.7, “Callback Summary Historical Report”, on page 59 can be used to provide a more general profile of successful callback attempts.

• A user activity report can provide details such as the Delete reason chosen when a specific callback was deleted. For details, see Section 2.1.4, “About activity reports”, on page 16.

3.3.9 Queue Abandoned Contacts Profile Report

The Queue Abandoned Contacts Profile Report is a historical report that provides details on contacts abandoned by the customer before a user answered the contact, on a queue-by-queue basis.


Predefined reports

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• Name


• Abandon Rate


• Abandoned (Maximum Wait Time)


• 1 Interval to 5 Interval (Abandoned Contacts)

For detailed descriptions of all the columns available with the Queue Abandoned Contacts Profile Report, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 103.

The Queue Abandoned Contacts Profile Report is most commonly used to isolate causes of high abandon rates in individual queues. If the abandon rate for a queue is unacceptably high, the other columns in the report provide a complete profile you can use to find the cause.

The Queue Abandoned Contacts Profile Report contains simple count statistics such as the contacts received and abandoned.The report also contains derived information and an interval breakdown:

• The average time that a customer waits before abandoning a contact can be used as the target maximum time that a contact should wait in queue. You should compare this value to the overflow time intervals in your queue configurations.

• The breakdown of contacts abandoned within the queue report intervals complements the average wait time. The least unfavorable breakdown would show abandon counts increasing as you move from the first interval to the fifth interval. Note, however, that many of the contacts that are being abandoned in the first interval could simply be calls to the wrong number. If the count peaks prior to the fifth interval, this could be an indication of a problem with the queue processing workflow.

The most common solution to high abandon rates is reducing wait time. This can be done through staffing or through reconfiguration. Staffing changes can include increasing the number of users available in groups. Configuration items that can contribute to long wait times include the overflow intervals defined for a queue and the number of overflow groups eligible to handle contacts for that queue.


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Predefined reports



• Section 3.3.2, “User Performance Report”, on page 51 can provide information on average handling times for users in groups associated with a queue.

• Section 3.3.5, “Group Summary Report”, on page 56 can provide more information on contacts overflowing from the primary group set up for a queue.

3.3.10 Queue Answered Contacts Profile Report

The Queue Answered Contacts Profile Report is a historical report that provides a profile of answered contacts, on a queue-by-queue basis.


• Name




• Answered (Maximum Wait Time)

• Service Level

• 1 Interval to 5 Interval (Answered Contacts)

For detailed descriptions of all the columns available for The Queue Answered Contacts Profile Report, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 103.


Predefined reports

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The Queue Answered Contacts Profile Report report is used primarily to evaluate how efficiently contacts are being handled. Derived statistics include the average time that customers wait before their contacts are answered and the percentage of contacts answered within the site-defined service level interval. These are key indicators in evaluating contact-handling efficiency for a queue.

Supporting information includes the following count statistics:

• Raw count information such as all contacts received and all contacts answered.

• A breakdown of contacts answered within the queue report intervals. The most favorable situation is one in which the majority of contacts are answered in early intervals.

3.3.11 Queue Summary Report

The Queue Summary Report is a historical report that summarizes contact handling efficiency for individual queues. It provides both raw count information on contact dispositions (such as received, answered, and redirected) and calculated statistics, for example, abandon rate, service level, and average wait time.


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Predefined reports



• Name




• Out of Scope (Redirected Contacts)

• All (Average Wait Time)

• Service Level

• Abandon Rate

For detailed descriptions of all the columns available for the Queue Summary Report, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 103.

The key indicators in the Queue Summary Report are the average wait time, service level, and abandoned rate values. They provide a high-level summary of how well contacts arriving in this queue are handled:

• How long customers are waiting before being answered by a user.

• The percentage of contacts being answered within the site-defined service level, depending on the selected service level formula.

• The percentage of contacts in which the customer terminates the contact before being answered.

The most common cause of unfavorable values in the key indicators in this report is the number of users of the primary group associated with the queue. Another contributor is the overflow interval defined for the queue.

If the Queue Summary Report indicates problems, see the following reports for more information:

• Section 3.3.5, “Group Summary Report”, on page 56 provides contacts handled and contacts offered statistics as well as a primary and overflow breakdown of contacts received.

• Section 3.3.9, “Queue Abandoned Contacts Profile Report”, on page 61 provides detailed information on abandoned contacts.


Predefined reports

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3.3.12 Queue by User Historical Report

The Queue by User Historical Report breaks down queue performance statistics by the individual users who were offered contacts associated with that queue. Summaries are provided at the queue, user, and date levels and detailed information on each contact is provided.

This report is used to show differential performance for all users who have been offered contacts from particular queues. The Contacts statistics provide a high level profile of key queue performance indicators broken down by user. The Average Time statistics are more user-oriented and can be helpful in investigating the skills of the individual users handling contacts for a given queue.

NOTE: While comparing user statistics within a single queue can provide useful information, this is not necessarily the case when trying to compare statistics across queues for this report. For queues with disparate purposes, sales and support for example, there may be significantly different expectations with regard to indicators such as wait time and contact handling time.


• Name




• Redirected (Contacts)

• Waiting (Average Time)

• Average (Average Handling Time)


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Predefined reports


• Deferred (Average Time)

• Held (Average Time)

For detailed descriptions of all columns available for this report type, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 103.

If this report indicates problems, see the following reports for additional information:

• Section 3.3.1, “User Summary Report”, on page 50 provides a more general indication of the performance of an individual user.

• Section 3.3.11, “Queue Summary Report”, on page 64 provides a more general indication of the performance of specific queues and can be used to provide a general performance context in which to judge the performance of specific users.



Predefined reports

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3.3.13 Queue Network Traffic Historical Report

For a queue enabled to participate in networking, an identically-named queue is defined at one or more other sites in the network. The Queue Network Traffic Historical report allows you to compare and contrast the performance of identically named queues at different sites in the network.


• Name



• All (Redirected Contacts)

• Networked In (Received Contacts)

• Networked Out (Redirected Contacts)

• Received Networked In Rate

• Redirected Networked Out Rate

• Service Level



For detailed descriptions of all columns available for the Queue Network Traffic Historical Report, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 103.


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Predefined reports


When you compare networked sites, the networked in and networked out statistics can be helpful as the first step in evaluating the effectiveness of the current networking setup. These statistics can be used to diagnose problems ranging from sites that simply need more users logged on, to sites where the networking workflows are using faulty criteria to make the decision whether to route a contact locally or to distribute the contact to another site.

As well, you can use the average time and service level statistics as indicators of performance for an individual site or to compare performance across multiple sites, for specific queues.

3.3.14 Destination Report

The Destination Report is a historical report that provides a summary of activities on particular destinations.


• Target




• Redirected Out of Scope (Contacts)


For detailed descriptions of all the columns available for the Destination Report, see Section 4.3.6, “Destination cumulative and historical statistics”, on page 110.


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In general, the Destination Report is most commonly used to provide a very high level look at contact results for a particular destination. Specific examples include:

• Inspecting activity on a permanent DNIS such as a product support line, over a specific time interval to evaluate contact-handling efficiency.

• Providing a complete summary for a DNIS that is set up specifically for a particular campaign.

• For service bureaus, compiling statistics for billing purposes.

If the Destination Report indicates problems, see the following reports for more information:

• Section 3.3.2, “User Performance Report”, on page 51, can be run on users associated with the destination to provide additional information on contacts offered to users.

• Section 3.3.9, “Queue Abandoned Contacts Profile Report”, on page 61 can provide information useful in finding the causes of high abandoned contact rates.

3.3.15 Workflow Historical Report

The Workflow Historical Report provides a summary of contact activities that occur in routing strategy workflows.


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Predefined reports



• Name




• Transferred (Contacts)

• System Disconnected (Contacts)

• Enqueued (Contacts)


For detailed descriptions of all the columns available for the Workflow Historical Report, see Section 4.3.7, “Workflow cumulative and historical statistics”, on page 112.

The Workflow Historical Report can be used to gain insight into activities that occur in routing strategy workflows. It provides an overall view of contact activity within the system, including the average length of time that contacts spend in a workflow, the number of contacts that were abandoned or terminated within a workflow, and the number of contacts that were transferred, enqueued, or linked to another workflow.


Predefined reports

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3.3.16 Call Director Component Historical Report

The Call Director Component Historical Report provides a summary of call activities that occur in Call Director components. It allows you to assess the effectiveness of the configured Call Director menus and workflows.


• Name

• Invoked (Components)

• Customer Abandoned (Components)

• Fast Path Exit (Components)

• Normal Exit (Components)

• No Entry Exit (Components)

• Error Exit (Components)

• Average (Component Time)

• Total (Component Time)

For detailed descriptions of all the columns available for the Call Director Component Historical Report, see Section 4.3.8, “Call Director component cumulative and historical statistics”, on page 113.


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Predefined reports


The Call Director Component Historical Report provides call activity that occurs for a particular component, which can help you determine if callers are navigating the workflow correctly. For example, the report can tell you the average length of time callers spent in a component, how many times a caller chose to press a key while a message was being played, and how many times a component was exited due to no input from the caller.

3.3.17 User Wrap-up Reason Report

The User Wrap-up Reason Report is a historical report that provides a short summary on the use of site-defined Wrap-up reasons. The use count for each defined reason is provided.


• Name

• Reason

• Count

For detailed descriptions of all the columns available for the User Wrap-up Reason Report, see Section 4.3.9, “Wrap-up reason cumulative and historical statistics”, on page 115.


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Wrap-up reasons are site-specific and can be set up for purposes ranging from the generic, such as recording a simple contact disposition, to the highly specific, such as recording the results of contacts associated with a particular campaign. Some examples of Wrap-up reasons are the following:

• Made a sale.

• Provided product support.

• Updated customer record.

The User Wrap-up Reason Report can be used to provide administrators and supervisors with a high-level summary of the key areas of concentration or contact results.

3.3.18 Routing State Reason Historical Report

The Routing State Reason Historical Report provides a detailed breakdown of how user time is spent when not handling contacts or in Available routing state. Totals for Work reason and Unavailable reason instances are available at the user level and for individual dates covered in the range of the report. Within the reporting level specified for the report, counts are provided for each Work reason or Unavailable reason usage.

This report is useful in comparing the activities of several users or investigating details pertaining to a single user. As a whole, the report can be useful in showing the amount of time spent in activities such as attending meetings and other general uses of the Work and Unavailable routing states.


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Predefined reports


User by user comparison can help you identify those individuals who may require additional training. At the single user level, in addition to the summaries, you can also view a user’s Work reason and Unavailable reason usage on an interval by interval basis.


• Name

• User ID

• Reason

• Count (Routing State)

• Total Time (Routing State)

• Average Time (Routing State)

For detailed descriptions of all the columns available in this report, see Section 4.3.10, “Routing state reason cumulative and historical statistics”, on page 115.

The following reports can be useful in providing additional or related information:

• Section 3.3.17, “User Wrap-up Reason Report”, on page 73 provides information on Wrap-up reasons, typically used to indicate the result or final disposition of a contact.

• A user activity report can provide detailed information on specific contacts or for a specific interval. For details, see Section 2.1.4, “About activity reports”, on page 16.


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3.3.19 Post-processing Reason Report

The Post-processing Reason Report provides a detailed breakdown of how user time is spent post-processing contacts or in Available routing state. Totals for Post-processing reason instances are available at the user level and for individual dates covered in the range of the report. Within the reporting level specified for the report, counts are provided for each Post-processing reason usage.

This report is useful in comparing the activities of several users or investigating details pertaining to a single user. As a whole, the report can be useful in showing the amount of time spent in activities such as filing, generating case numbers, and other general uses of the Post-processing handling state.

User by user comparison can help you identify those individuals who may require additional training. At the single user level, in addition to the summaries, you can view a user’s Post-proccessing reason usage on an interval by interval basis.


• Name

• User ID

• Reason

• Count

• Total Time

• Average Time

For detailed descriptions of all the columns available in this report, see Section 4.3.11, “Post-processing reason cumulative and historical statistics”, on page 116.


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Statistics available in reports

How to read the tables

4 Statistics available in reports

This chapter describes the statistics (or columns) that are available for display in reports. For each combination of report type and resource (for example, real-time reports on users), there is a specific set of statistics that can be selected. In some cases, the report type and resource is further broken down by the Report By option. For example, in some user historical reports you can report by department or site, as well as by user.

Be sure to read Chapter 5, “Report reconciliation” which describes various issues related to the values that are shown in reports.

For detailed descriptions of user states, contact states, contact types, and other terms that appear in this chapter, see Chapter 6, “Terminology”.

4.1 How to read the tables

The statistics are grouped by category and listed alphabetically. Activity reports do not have categories so the statistics are simply listed alphabetically.

For real-time, cumulative, and historical reports, four additional columns appear in each table. If a bullet appears in the column, it indicates the following:

• B – The statistic can be displayed in Broadcaster views.

• W – The statistic can be displayed in wallboard views.

• C – The statistic can be displayed in chart format.

• T – You can set a threshold on the statistic (real-time and cumulative reports only).

4.2 Real-time report statistics

This section describes the statistics available in real-time reports.

NOTE: In a high availability (warm standby) environment, the real-time statistics always reflect the activity on the server machine that the Manager application is connected to.



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Real-time report statistics

4.2.1 User real-time statistics

This section describes the statistics that are available for display in user real-time reports.

NOTE: For information on how to exclude logged-off users from reports, see the Manager Help.

Column Description B W C T

Category: (none)

Active Contacts When the system is configured for multiple contact handling, the number of active contacts that the user is handling. This value includes direct contacts.

Extension The telephone extension that the user is logged on to.

Group For group-based routing only, the groups to which the user is assigned.

Location The geographical location associated with the user.

Logged On Media Types

The media types that the user is logged on to.

Name The name of the user.

Time Since Assistance Requested

The amount of time that has passed since a user requested assistance from the Client Desktop application.

•

User ID The ID associated with the user.

Category: Contact

Description The description of the contact that the user is handling.

Handling Time The amount of time that the user spends handling the contact.

•

Handling Time Excluding Post-processing

The amount of time that the user spends handling the contact, not including the time spent post-processing.

•

Queue Name The name of the queue that is associated with the contact that the user is handling.

Type The type of contact that the user is handling. •

Category: Contact Time

Active When the system is configured for multiple contact handling, the amount of time that a contact is active. This value includes the time that the contact is both primary and non-primary. For e-mail messages, it does not include deferred time.

Non-primary When the system is configured for multiple contact handling, the amount of time that the contact is active but not primary.

Table 6 User real-time statistics


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Category: Handling State

State The user's current handling state: Consulting, Dialing, Holding, Line Busy, Line Queued, Pending, Post-processing, Processing, Ringing, or Talking.

• •

Time in State The amount of time that the user has been in the current handling state.

• •

Category: Presence State

State The user's current presence state: Active, Away, Busy, Idle, or Logged Off.

• •

Time in State The amount of time that the user has been in the current presence state.

• •

Category: Presence State Excluding Direct Contacts

State The user's current presence state, which is unaffected by the handling of direct contacts.

• •

Time in State The amount of time that the user has been in the current presence state, excluding direct contacts.

•

Category: Routing State

State The user's current routing state: Available, Unavailable, or Work. When applicable, the Unavailable reason or Work reason that the user selected is also shown.

Category: Unused Capacity

Maximum The maximum number of contacts (including direct contacts) that the user can accept before reaching their configured capacity. This statistic is available only when the system is configured for multiple contact handling. If the user does not have more than one contact handling rule, this value is the same as the Unused Minimum.

Minimum The minimum number of contacts (including direct contacts) that the user can accept before reaching their configured capacity. This statistic is available only when the system is configured for multiple contact handling. If the user does not have more than one contact handling rule, this value is the same as the Unused Maximum.

Maximum Percentage

The maximum number of contacts that the user can accept before reaching their configured capacity as a percentage of their configured capacity. This statistic is available only when the system is configured for multiple contact handling.

Minimum Percentage

The minimum number of contacts that the user can accept before reaching their configured capacity as a percentage of their configured capacity. This statistic is available only when the system is configured for multiple contact handling.


Table 6 User real-time statistics (Fortsetzung)



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4.2.2 Group real-time statistics

The section describes the statistics that are available for display in group real-time reports.

NOTE: If you are using skills-based routing, the statistics in this section apply to virtual groups.


Category: (none)

Name The name of the group.

Category: Active Contacts

Handling Direct The number of direct contacts that users in this group are handling.

Handling Routed

The number of routed contacts that users in this group are handling.

Category: Maximum Unused Capacity

Available The maximum number of concurrent contacts that the users in this group who are in Available routing state can handle, given what they are currently handling. This statistic is available only when the system is configured for multiple contact handling.

Logged On The maximum number of concurrent contacts that the users in this group (regardless of their routing state) can handle, given what they are currently handling. This statistic is available only when the system is configured for multiple contact handling.

Unavailable The maximum number of concurrent contacts that the users in this group who are in Unavailable routing state could handle if they were in Available routing state, given what they are currently handling. This statistic is available only when the system is configured for multiple contact handling.

Work The maximum number of concurrent contacts that the users in this group who are in Work routing state could handle if they were in Available routing state, given what they are currently handling. This statistic is available only when the system is configured for multiple contact handling.

Category: Minimum Unused Capacity

Available The minimum number of concurrent contacts that the users in this group who are in Available routing state can handle, given what they are currently handling. This statistic is available only when the system is configured for multiple contact handling.

Table 7 Group real-time statistics


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Logged On The minimum number of concurrent contacts that the users in this group (regardless of their routing state) can handle, given what they are currently handling. This statistic is available only when the system is configured for multiple contact handling.

Unavailable The minimum number of concurrent contacts that the users in this group who are in Unavailable routing state could handle if they were in Available routing state, given what they are currently handling.This statistic is available only when the system is configured for multiple contact handling.

Work The minimum number of concurrent contacts that the users in this group who are in Work routing state could handle if they were in Available routing state, given what they are currently handling. This statistic is available only when the system is configured for multiple contact handling.

Category: Users

Away The number of users in this group who are in Away presence state.

• •

Busy The number of users in this group who are in Busy presence state.

• •

Idle The number of users in this group who are in Idle presence state.

• •

Handling Direct The number of users in this group who are handling direct contacts. When the system is configured for multiple contact handling, this value includes only users whose active contacts are direct contacts (no routed contacts).

• •

Handling Routed

The number of users in this group who are handling routed contacts. When the system is configured for multiple contact handling, users whose active contacts include one or more routed contacts are included in this statistic, regardless of whether they also have active direct contacts.

• •

Logged On The number of users in this group who are logged on. • •

Category: Waiting Contacts

All The number of contacts waiting in queue for this group. • •

Overflow The number of contacts waiting in queue for this group, where the group is not the primary group configured to handle these contacts.

• •

Primary The number of contacts waiting in queue for this group, where the group is the primary group configured to handle these contacts.

• •


Table 7 Group real-time statistics (Fortsetzung)



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4.2.3 Contact real-time statistics

This section describes the statistics that are available for display in contact real-time reports.


Category: (none)

Description The description of the contact. •

Destination The destination to which the contact was sent. Destinations that appear in this report do not have to be designated as monitored destinations.

•

Eligible Users The number of logged-on users that are eligible to handle the contact at this time (regardless of their current routing state).

•

Media Type The media type of the contact.

Priority The current priority of the contact.

Queue Name The name of the queue to which the contact was routed. •

Source The source where the contact was generated. Sources that appear in this report do not have to be designated as monitored sources.

•

State The current state of the contact. For example, User Interaction, Queued, Reserved, Pending, Deferred.

•

Time in State The amount of time that the contact has been in its current state. This value is reset every time the state changes.

Wait Time The amount of time that the contact has been waiting in the OpenScape Contact Center system.

• • •

Table 8 Contact real-time statistics


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4.2.4 Callback real-time statistics

This section describes the statistics that are available for display in callback real-time reports.


Category: (none)

Creator Name The name of the user who created the callback.

Customer Name The name of the customer who is to be called back.

Customer Telephone Number

The telephone number of the customer in the current callback attempt.

Description The description associated with the callback.

Queue Name The name of the queue associated with the callback.

Origin The origin of the callback, which can be one of the following: • IVR – the callback was created within an IVR.• Client Desktop – a user created the callback using the

Client Desktop application.• Web – the callback was created through the Web

interface.• Customer Abandoned – the system created the

callback because the customer abandoned a contact while queued.

• SDK – the callback was created through the SDK.• Outbound – the callback was created through

importing callbacks.• Workflow – the callback was created using a Create

Callback component in a routing strategy or queue processing workflow.

•

State The current state of the callback, for example, User Interaction, Queued, Reserved, Pending, Scheduled.

•

Time in State The amount of time that the callback has been in this state. This value is reset every time the state changes.

•

Category: Attempt

Last User Name The name of the user that made the last callback attempt.

Count The number of callback attempts made. •

Status The status of the last callback attempt made (for example, No Answer or Line Busy).

Table 9 Callback real-time statistics



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4.2.5 Queue real-time statistics

This section describes the statistics that are available for display in queue real-time reports. Using the Report By option, queue real-time reports can be configured to monitor queues or aggregates. For more information, see Section 2.4.4, “Report By options”, on page 23.

NOTE: For details on issues that have an impact on queue/aggregate statistic calculations, see Section 5.2, “Calculation issues”, on page 125.


Category: (none)

Media Type The media type for the selected queue or aggregate.

Name The name of this queue or aggregate.

Category: Abandon Rate

Current The weighted percentage of the last 24 contacts routed to this queue or aggregate that were abandoned.

• • • •

Shift The weighted percentage of contacts routed to this queue or aggregate since the shift started that were abandoned.

• • • •

Category: Answer Rate

Current The weighted percentage of the last 24 contacts routed to this queue or aggregate that were answered.

• • • •

Shift The weighted percentage of contacts routed to this queue or aggregate since the shift started that were answered.

• • • •

Category: Average Wait Time

Abandoned The average amount of time that contacts waited in this queue or aggregate before being abandoned, based on the last 10 contacts that were abandoned.

• • • •

Abandoned (Shift)

The average amount of time that contacts waited in this queue or aggregate before being abandoned, based on the contacts that were abandoned since the shift started.

• • • •

Answered The average amount of time that contacts waited in this queue or aggregate before being answered, based on the last 10 contacts that were answered.

• • • •

Answered (Shift)

The average amount of time that contacts waited in this queue or aggregate before being answered, based on the contacts that were answered since the shift started.

• • • •

Table 10 Queue real-time statistics


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Category: Contacts

Abandoned (Shift)

The number of contacts routed to this queue or aggregate since the shift started that were abandoned.

• • •

Answered (Shift)

The number of contacts routed to this queue or aggregate since the shift started that were answered.

• • •

Queued The number of contacts that are waiting in this queue or aggregate.

• • • •

Overflowed The number of contacts waiting in this queue or aggregate that have overflowed past the first processing step in the queue definition while waiting in the queue.

• • • •

Received (Shift) The number of contacts routed to this queue or aggregate in the current shift.

• • •

Received Networked In (Shift)

The number of contacts received in this queue or aggregate in the current shift that were networked in from other sites.

• •

Redirected (Shift)

The number of contacts received in this queue or aggregate in the current shift that were redirected.

• • •

Redirected Networked Out (Shift)

The number of contacts received in this queue or aggregate in the current shift that were networked out to another site.

• •

Redirected Out of Scope (Shift)

The number of contacts received in the current shift that were redirected out of scope. Some examples are:• Calls forwarded to or picked by an unmonitored

extension.• E-mail messages forwarded to an external party

before being assigned to or handled by a user.• Web collaboration contacts directed out of the system

by a Transfer workflow component, or sent to the time-out URL after they timed out in the queue.

• •

Category: Service Level

Current The current service level, calculated based on the last 24 contacts routed to this queue or aggregate.

• • • •

Estimated The estimated service level of the queue or aggregate. • • • •

Shift The service level, based on all the contacts received during the current shift.

• • • •

Category: Wait Time

Estimated Answer

The estimated amount of time that contacts will spend in this queue or aggregate before being routed to a user. This estimate is based on the current number of contacts in the queue or aggregate.

• • • •

Oldest Contact The amount of time that the oldest contact has been waiting in this queue or aggregate.

• • • •


Table 10 Queue real-time statistics (Fortsetzung)



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4.2.6 Site real-time statistics

This section describes the statistics that are available for display in site real-time reports.

NOTE: The queue statistics described in this section apply only to the queues that have been configured to contribute to site-level statistics. For details, see Section 2.4.2, “Statistics and Reporting options”, on page 20.


Category: (none)

Name The name of the site.

Utilization The user utilization at the site level. • •


Answered The average amount of time that a contact waited in queue at this site before being answered by a user.

• •

Category: Queued Contacts

Callback The number of callbacks that are waiting in queue at this site.

• •

E-mail The number of e-mail messages that are waiting in queue at this site.

• •

All The total number of contacts that are waiting in queue at this site.

• •

Voice The number of calls that are waiting in queue at this site. • •

Web Collaboration

The number of Web collaboration sessions that are waiting in queue at this site.

• •

Category: Service Level

Current The average service level of the queues at this site. This value is affected by the service level formula configured in the Manager application. For more information, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

• •

Estimated The average estimated service level of the queues at this site. This value is affected by the service level formula configured in the Manager application. For more information, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

• •

Category: Wait Time

Estimated Answer

The estimated amount of time that a contact could wait in queue at this site before being answered by a user.

• •

Table 11 Site real-time statistics


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Cumulative and historical statistics

4.3 Cumulative and historical statistics

This section describes the statistics that are available in historical and cumulative reports. In general, for a given resource type, the same statistics are available for both cumulative and historical reports.

NOTE: In a high availability (warm standby) environment, the cumulative and historical statistics always reflect the activity on the server machine that the Manager application is connected to.

NOTE: If you have recently upgraded your OpenScape Contact Center system, some of the statistical data might not be carried over to the new system. Some statistics are no longer available because they have been removed or changed, or the database has changed. In any case, the affected statistics will not appear in your new reports. The affected statistics are generally those found in historical reports, primarily the user, queue, and destination reports.

4.3.1 User cumulative and historical statistics

This section describes the statistics that are available for display in user cumulative and historical reports.

The availability of certain statistics depends on the setting of the Report By option that is selected when you create the report. For more information on the Report By option, see Section 2.4.4, “Report By options”, on page 23.

NOTE: User cumulative and historical reports can be configured to show statistics for all media types that a user was involved with, or to restrict the report to show only certain media types, such as voice or callback. If you are combining media types in a report, keep in mind that the expected ranges for some statistics can differ greatly across media types. For example, the wait time for calls might range from seconds to minutes, in contrast to the wait time for e-mail messages, which might range from hours to days. Calculations such as averages, which are based on those statistics, might not be meaningful.



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4.3.1.1 User cumulative and historical statistics (User, Department, or Site)

This section describes the statistics that are available for display in user cumulative and historical reports when the Report By option is set to User, Department, or Site. For more information on the Report By option, see Section 2.4.4, “Report By options”, on page 23.

NOTE: When the Report By option is set to Department or Site rather than User, statistics directly related to the user are not available and the remaining statistics reflect the values for all users in the department or site, as applicable.

For information on the general availability of statistics at the department and site level, see Section 2.4.1, “Reporting level”, on page 19.

NOTE: If you are using skills-based routing, the group statistics in this section apply to virtual groups. Also, when the statistics mention the primary group and overflow groups, the equivalents are the first step in the queue and subsequent steps in the queue, respectively.


Category: (none)

Location The geographical location associated with the user. This statistic is available only if the Report By option is set to User.

Maximum Routed Handling Time

The maximum amount of time spent handling a routed contact that completed during the reporting interval.

•

Name The name of the user, department, or site, depending on the setting of the Report By option.

User ID The ID associated with the user. This statistic is available only if the Report By option is set to User.

Utilization The percentage of the user's logged-on time that was spent handling contacts. This value includes the time spent in Busy presence state, and optionally Idle presence state. For more information on the Utilization calculation, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

• • •

Table 12 User cumulative and historical statistics (User, Department, or Site)


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Category: Abandoned Offered Contacts

Routed The number of routed contacts that were abandoned while being offered to the user.

Routed Overflow

The number of routed contacts that were abandoned while being offered to the user, where the user is not a member of the primary group configured to handle these contacts.

Routed Primary The number of routed contacts that were abandoned while being offered to the user, where the user is a member of the primary group configured to handle these contacts.

Category: Active Contacts

Average The average number of active concurrent contacts that the user handled. This statistic is available only when the system is configured for multiple contact handling.

Maximum The maximum number of active concurrent contacts that the user handled. This statistic is available only when the system is configured for multiple contact handling.

Category: Active Contact Time

Average The average amount of time that a contact that was completed during the reporting interval was active. This statistic is available only when the system is configured for multiple contact handling.

Maximum The maximum amount of time that a contact was active. This statistic is available only when the system is configured for multiple contact handling.

Category: Average Handling Time

All The average amount of time that the user spent handling routed and direct contacts.

•

All Excluding Post-processing

The average amount of time that the user spent handling routed and direct contacts, not including the time spent post-processing routed contacts.

Direct The average amount of time that the user spent handling direct contacts.

• •

Direct Incoming Voice

The average amount of time that the user spent handling direct incoming calls.

•

Direct Internal Voice

The average amount of time that the user spent handling direct internal calls.

•

Direct Outgoing E-mail

The average amount of time that the user spent handling direct outgoing e-mail messages.

•

Direct Outgoing Voice

The average amount of time that the user spent handling direct outgoing calls.

•

Routed The average amount of time that the user spent handling routed contacts.

• •





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Routed Excluding Post-processing

The average amount of time that the user spent handling routed contacts, not including the time spent post-processing contacts.

•

Category: Average Time

Busy The average amount of time that the user spent in Busy presence state.

•

Ringing The average amount of time that the user's extension was ringing for routed or direct calls (incoming) or listening to the ringing of a dialed extension (outgoing).

•

Routed Consulted

The average amount of time that the user spent consulting out on calls or callbacks. For Web collaboration, this value is zero.

• •

Routed Held The average amount of time that the user spent in Holding handling state.

• •

Routed Post-processing

The average amount of time that the user spent in Post-processing handling state.

• •

Routed Processing

The average amount of time that the user spent in Processing handling state.

• •

Routed Talked The average amount of time that the user spent in Talking handling state (connected or conferencing) with routed contacts.

• •

Category: First Logon

Media Type The media type of the user’s first logon. This statistic is available only if the Report By option is set to User.

Time The time of the user’s first logon. This statistic is available only if the Report By option is set to User.

Category: Handled Contacts

All The number of routed and direct contacts that were handled by the user.

Direct The number of direct contacts that were handled by the user.

•


The number of direct incoming calls that were handled by the user.


The number of direct internal calls that were handled by the user.


The number of direct outgoing e-mail messages that were composed by the user.


The number of direct outgoing calls that were handled by the user.

Recalled The number of deferred and externally consulted e-mail messages that were recalled from the user. The system recalls a message from a user and requeues it when the message has been deferred or externally consulted for the maximum allowable time.




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Routed The number of routed contacts that were handled by the user.

•

Routed Other The number of routed contacts that were handled by the user, but were not directly routed to the user. For example, the contacts were consulted to, transferred to, forwarded to, or picked by the user.

Routed Overflow

The number of routed contacts that were handled by the user, where the user is not a member of the primary group configured to handle these contacts.

Routed Primary The number of routed contacts that were handled by the user, where the user is a member of the primary group configured to handle these contacts.

Category: Initiated Contacts

All The total number of routed and direct contacts that the user initiated.

Direct The number of direct contacts that were initiated by the user.


The number of direct internal calls that were initiated by the user.


The number of direct outgoing e-mail messages that were composed by the user.


The number of direct outgoing calls that were initiated by the user.

Routed The number of routed contacts that were initiated by the user. For example: • A user dials a pilot number and the system routes the

contact to another user. • A user consults a contact out to a queue, where it is

then routed to another user.

Category: Last Logoff

Media Type The media type of the user’s last logoff. This statistic is available only if the Report By option is set to User.

Time The time of the user’s last logoff. This statistic is available only if the Report By option is set to User.

Category: Offered Contacts

All The number of routed and direct contacts that were offered to the user.

Direct The number of direct contacts that were offered to the user.

Reserved The number of contacts that were offered to the user as a result of being reserved for the user.

Routed The number of routed contacts that were offered to the user. This value does not include routed contacts that were initiated by this user.





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Routed Other The number of contacts that were offered to the user but were not directly routed to the user. For example, the contacts were consulted, transferred, or forwarded to the user.

Routed Overflow

The number of routed contacts that were offered to the user, where the user is not a member of the primary group configured to handle these contacts. This value includes only contacts that were directly routed to the user by the system.

Routed Primary The number of routed contacts that were offered to the user, where the user is a member of the primary group configured to handle these contacts, or the contact was reserved for the user.

Category: Percentage Handling Time

All The percentage of logged-on time that the user spent handling routed and direct contacts.

•


The percentage of logged-on time that the user spent handling routed and direct contacts, not including the time spent post-processing routed contacts.

Direct The percentage of logged-on time that the user spent handling direct contacts.

• •


The percentage of logged-on time that the user spent handling direct incoming calls.

•


The percentage of logged-on time that the user spent handling direct internal calls.

•


The percentage of logged-on time that the user spent handling direct outgoing e-mail messages.

•


The percentage of logged-on time that the user spent handling direct outgoing calls.

•

Routed The percentage of logged-on time that the user spent handling routed contacts.

• •


The percentage of logged-on time that the user spent handling routed contacts, not including the time spent post-processing contacts.

Category: Percentage Time

Away The percentage of logged-on time that the user spent in Away presence state.

• •

Busy The percentage of logged-on time that the user spent in Busy presence state.

• •

Idle The percentage of logged-on time that the user spent in Idle presence state.

• •

Other The percentage of logged-on time that the user spent in other handling states, for example, Dialing, Line Busy, or Line Queued.

•




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Post-processing The percentage of logged-on time that the user spent in Post-processing handling state.

•

Ringing The percentage of logged-on time that the user’s extension was ringing with routed or direct calls (incoming) or listening to the ringing of a dialed extension (outgoing).

•

Category: Routed Contacts

Consulted Voice The number of routed contacts that were consulted out by the user. If the user consulted out more than once during a single contact, the contact is counted only once.

Deferred The number of times the user deferred routed e-mail messages. If the user deferred the same e-mail message more than once, each time is counted.

Discarded The number of routed e-mail messages that were discarded by the user (including those discarded in Silent Monitoring or Training Mode).

Externally Consulted E-mail

The number of times the user consulted an external party on a routed e-mail message. If the user consulted on the same e-mail message more than once, each time is counted.

Held The number of routed calls and callbacks that the user placed on hold. If the user placed the same contact on hold more than once, the contact is counted only once.

Overflow Held The number of calls or callbacks that the user placed on hold, where the user is not a member of the primary group configured to handle these contacts. If the user placed the same contact on hold more than once, the contact is counted only once.

Primary Held The number of calls or callbacks that the user placed on hold, where the user is a member of the primary group configured to handle these contacts. If the user placed the same contact on hold more than once, the contact is counted only once.

Reached Maximum Offer Time

The number of calls and callbacks routed to the user that reached the Maximum Offer Time.

Requeued The number of routed contacts that the user requeued. This value does not include e-mail messages that were requeued because of Silent Monitoring or Training Mode.

Terminated The number of routed contacts that were handled by the user and completed without being transferred or requeued. This value includes e-mail messages that were replied to, discarded, silent monitored, or monitored in training mode.





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Transferred The number of routed contacts that the user transferred directly without requeuing:• For voice and callback, this includes contacts that

were picked from the user, camped on another extension, and parked.

• For e-mail, this includes e-mail messages that were forwarded to another contact center user and transferred to a non-contact center user.

Undelivered The number of routed calls that were assigned to the user but were not delivered to the user's extension.

Unhandled The number of routed contacts that were offered to the user but not handled by the user.

Category: Total Handling Time

All The amount of time that the user spent handling routed and direct contacts.


The amount of time that the user spent handling routed and direct contacts, not including the time spent post-processing routed contacts.

Direct The amount of time that the user spent handling direct contacts.


The amount of time that the user spent handling direct incoming calls.


The amount of time that the user spent handling direct internal calls.


The amount of time that the user spent handling direct outgoing e-mail messages.


The amount of time that the user spent handling direct outgoing calls.

Routed The amount of time that the user spent handling routed contacts.

•


The amount of time that the user spent handling routed contacts, not including the time spent post-processing contacts.

•

Category: Total Time

Away The amount of time that the user spent in Away presence state.

Busy The amount of time that the user spent in Busy presence state.

Idle The amount of time that the user spent in Idle presence state.




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Logged On The amount of time that the user spent logged on. This value represents the elapsed time, not the total time for all media types. For example, if the user was logged on to voice for 10 minutes and during this time the user was also logged on to e-mail for 5 minutes, then the total logged on time is 10 minutes, not 15 minutes.

Other The amount of time that the user spent in other handling states, for example, Dialing, Line Busy, or Line Queued.

Pending The amount of time the user spent in Pending handling state. When the system is configured for multiple contact handling, the pending time increments only when the user has no other contacts, or when the contact is a callback that has been offered to the user.

Ringing The total amount of time that the user's extension was ringing for routed or direct contacts (incoming) or listening to the ringing of a dialed extension (outgoing).

Routed Consulted

The amount of time that the user spent consulting out on calls and callbacks. For Web collaboration, this value is zero.

Routed Held The amount of time that the user spent in Holding handling state for routed calls and callbacks.


The amount of time that the user spent in Post-processing handling state.

Routed Processing

The amount of time that the user spent in Processing handling state for routed e-mail messages, callbacks, and Web collaboration sessions.

Routed Talked The amount of time that the user spent in Talking handling state for routed calls and callbacks.





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4.3.1.2 User historical statistics (User by Queue)

This section describes the statistics that are available for display in user historical reports when the Report By option is set to User by Queue. For more information, see Section 2.4.4, “Report By options”, on page 23.

NOTE: If the user who generates the report does not have permission to monitor specific queues, the statistics related to those queues will be aggregated and displayed in the report under “Other Queues”.


Category: (none)

Location The geographical location associated with the user.

Name The name of the user.

User ID The ID associated with the user.

Category: Average Handling Time

Routed The average amount of time that the user spent handling contacts that were routed to this queue.

•


The average amount of time that the user spent handling contacts that were routed to this queue, not including the time spent post-processing contacts.


Routed Consulted

The average amount of time that the user spent consulting out on calls or callbacks that were routed to this queue.

•

Routed Deferred

The average amount of time that e-mail messages routed to this queue were deferred by the user.

Routed Held The average amount of time that the user spent holding calls and callbacks that were routed to this queue.


The average amount of time that the user spent in Post-processing handling state for contacts in this queue.

Category: Routed Contacts

Abandoned While Ringing

The number of calls and callbacks routed to this queue that were abandoned while being offered to the user.

Consulted The number of routed contacts received in this queue that were consulted out by the user. If the user consulted out more than once during a single contact, the contact is counted only once.

•

Deferred The number of times the user deferred e-mail messages that were routed to this queue. If the user deferred the same e-mail message more than once, each time is counted.

Table 13 User historical statistics (User by Queue)


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Handled The number of contacts routed to this queue that were handled by the user.

•

Held The number of calls and callbacks routed to this queue that the user placed on hold. If the user placed the same contact on hold more than once, the contact is counted only once.

Initiated The number of contacts received in this queue that were initiated by the user.

Offered The number of contacts routed to this queue that were offered to the user.

•

Reserved The number of contacts received in this queue that were reserved for the user.

Transferred The number of contacts routed to this queue that the user transferred directly without requeuing: • For voice and callback, this includes contacts that

were picked from the user, camped on another extension, and parked.

• For e-mail, this includes e-mail messages that were forwarded to another contact center user and transferred to a non-contact center user

Undelivered The number of calls routed to this queue that were assigned to the user but were not delivered to the user's extension.

Unhandled The number of contacts routed to this queue that were offered to the user but not handled by the user.


Table 13 User historical statistics (User by Queue) (Fortsetzung)



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4.3.2 Group cumulative and historical statistics

This section describes the statistics that are available for display in group cumulative and historical reports.

NOTE: If you are using skills-based routing, the statistics in this section apply to virtual groups. Also, when the statistics mention the primary group and overflow groups, the equivalents are the first step in the queue and subsequent steps in the queue, respectively.


Category: (none)

Name The group name.

Category: Consulted Contacts

All The number of contacts associated with this group that were consulted out by the first answering user. If the user consulted out more than once during a single contact, the contact is counted only once. This value includes consultations within the group and outside the group.

Overflow The number of contacts associated with this group, which is not the primary group configured to handle these contacts, that were consulted out by the first answering user. If the user consulted out more than once during a single contact, the contact is counted only once. This value includes consultations within the group and outside the group.

Primary The number of contacts associated with this group, which is the primary group configured to handle these contacts, that were consulted out by the first answering user. If the user consulted out more than once during a single contact, the contact is counted only once. This value includes consultations within the group and outside the group.

Category: Logged On Users

Average The average number of users in this group who were logged on during this reporting interval.

Maximum The maximum number of users in this group who were logged on during this reporting interval.

Minimum The minimum number of users in this group who were logged on during this reporting interval.

Category: Offered Contacts

All The number of contacts that were offered to this group.

Table 14 Group cumulative and historical statistics


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Overflow The number of contacts that were offered to this group, which is not the primary group configured to handle these contacts.

Primary The number of contacts that were offered to this group, which is the primary group configured to handle these contacts.

Category: Received Contacts

All The number of contacts that were received by this group.

Offered Elsewhere

The number of routed contacts that were received in this group, which is the primary group configured to handle these contacts, but were offered to another group.

Overflow The number of contacts that were received by this group, which is not the primary group configured to handle these contacts.

Primary The number of contacts that were received by this group, which is the primary group configured to handle these contacts.

Category: Transferred Contacts

All The number of contacts associated with this group that were transferred by the first answering user. This value includes transfers within the group and outside the group.

Overflow The number of contacts associated with this group, which is not the primary group configured to handle these contacts, that were transferred by the first answering user. This value includes transfers within the group and outside the group.

Primary The number of contacts associated with this group, which is the primary group configured to handle these contacts, that were transferred by the first answering user. This value includes transfers within the group and outside the group.

Category: Waiting Contacts

Interval End The number of contacts received and queued before the end of the interval that are still waiting to be routed to users in this group at the end of this reporting interval.

Interval Start The number of contacts received and queued before the start of the interval that are still waiting to be routed to users in this group at the start of this reporting interval.


Table 14 Group cumulative and historical statistics (Fortsetzung)



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4.3.3 Contact historical statistics

This section describes the statistics that are available for display in contact historical reports.

NOTE: The statistics in this section do not apply to callbacks.


Category: (none)

Abandon Rate The percentage of contacts that abandoned, out of all the contacts that were received.

Destination The destination to which the contact was sent. To appear in this report, a destination must be specified as a monitored destination.

Queue Name The name of the queue associated with the contact.

Source The source where the contact was generated. To appear in this report, a source must be specified as a monitored source.

Category: Contacts

Abandoned The number of contacts from this source that were abandoned.

•

Answered The number of contacts from this source that were answered.

•

Auto-handled E-mail

The number of e-mail messages from this source that were replied to or discarded by the system directly, without any user or manager involvement.

Received The number of contacts that were received by this source.

•

Redirected The number of contacts from this source that were redirected.

Requeued The number of contacts from this source that were requeued.

System Disconnected

The number of contacts from this source that were terminated by a workflow.

Transferred Out of Scope

The number of contacts from this source that were transferred out of scope, for example, to an unmonitored extension or external e-mail address.


Average The average amount of time required to handle a contact for this source. This includes, for example, waiting, connecting, talking, holding, post-processing.

•

Table 15 Contact historical statistics


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4.3.4 Callback cumulative and historical statistics

This section describes the statistics that are available for display in callback cumulative and historical reports.

The availability of certain statistics depends on the setting of the Report By option that is selected when you create the report. For more information, see Section 2.4.4, “Report By options”, on page 23.

4.3.4.1 Callback cumulative and historical statistics (Queue or Aggregate)

This section describes the statistics that are available for display in callback cumulative and historical reports when the Report By option is set to Queue or Aggregate. For more information, see Section 2.4.4, “Report By options”, on page 23.

Average Excluding Post-processing

The average amount of time required to handle a contact for this source, not including the time spent in Post-processing contact state.

Average Post-processing

The average amount of time a contact for this source spent in Post-processing contact state.

Average Waiting The average amount of time that a contact for this source waited in queue before it was answered, abandoned or redirected. This includes the media-suspended time only if the Include system suspended contacts option in the Manager application is selected. For more information, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

•


Category: (none)

Callbacks The number of new or requeued callbacks that were tried and attempted one or more times. A callback is either successful or unsuccessful.

• •

Attempts The number of callback attempts for this queue or aggregate.

Attempted More Than Once

The number of callbacks for this queue or aggregate that were attempted more than once.

Name The name of the queue or aggregate.

Percentage Successful

The percentage of completed callbacks for this queue or aggregate that were successful.

•

Table 16 Callback cumulative and historical statistics (Queue or Aggregate)


Table 15 Contact historical statistics (Fortsetzung)



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Percentage Unsuccessful

The percentage of completed callbacks for this queue or aggregate that were unsuccessful.

•

Queued Before The number of callbacks that were requeued to this queue or aggregate.

Successful The number of callbacks for this queue or aggregate that were successful. A successful callback is one in which the offered user submits a “successful” attempt result.

• •

Requeued Out The number of callbacks that were requeued from this queue or aggregate.

Tries The number of callback tries for this queue or aggregate. Note that if the user has just made an unsuccessful callback attempt and then selects the Retry Now option, the callback retry is included in the count for this statistic (even though the callback was not technically requeued).

• •


Average The average amount of time to complete callbacks for this queue or aggregate.


The average amount of time to complete callbacks for this queue or aggregate, not including the time spent in Post-processing contact state.


The average amount of time that callbacks for this queue or aggregate spent in Post-processing contact state.

Category: Unsuccessful

All The number of callbacks for this queue or aggregate that were unsuccessful. An unsuccessful callback can be one that:• Was deleted by the offered user or manager.• Reached the maximum retry count with no successful

attempt. • Was still waiting in queue when the schedule expired. • Timed out while waiting in queue.• Was requeued.

• •

Deleted The number of callbacks that were deleted by the offered user or manager while waiting in this queue or aggregate.

Expired The number of callbacks for this queue or aggregate that were unsuccessful due to an expired callback schedule.

Reached Maximum Retry

The number of callbacks for this queue or aggregate that reached the maximum number of retries.

Timed Out The number of callbacks for this queue or aggregate that were unsuccessful because they timed out in the queue (the last step in the queue was reached before a user was available).


Table 16 Callback cumulative and historical statistics (Queue or Aggregate)


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4.3.4.2 Callback historical statistics (Result)

This section describes the statistics that are available for display in callback historical reports when the Report By option is set to Result. For more information, see Section 2.4.4, “Report By options”, on page 23.

4.3.5 Queue cumulative and historical statistics

This section describes the statistics that are available for display in queue cumulative and historical reports.

The availability of certain statistics depends on the setting of the Report By option that is selected when you create the report. For more information, see Section 2.4.4, “Report By options”, on page 23.


Category: (none)

Attempts The number of callback attempts for this result.

Origin The origin of the callback.

Queue Name The name of the queue associated with the callback.

Result The result or final disposition of the callback, such as timed out, expired, successful, or unsuccessful.

Tries The number of callback tries for this result. Note that if the user made an unsuccessful callback attempt and selected the Retry Now option, the retry is included in the count for this statistic (even though the callback was not technically requeued).

Category: Last Try

Telephone Number

The telephone number that was last tried for the callback. Note that one contact can have more than one telephone number.

Time The time that the callback associated with the last-tried telephone number was enqueued.

User Name The last user that handled the callback. Note that this value is “system” if the system deleted the callback.

Table 17 Callback historical statistics (Result)



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4.3.5.1 Queue cumulative and historical statistics (Queue or Aggregate)

This section describes the statistics that are available for display in queue cumulative and historical reports when the Report By option is set to Queue or Aggregate. For more information, see Section 2.4.4, “Report By options”, on page 23.

NOTE: When you generate a report for an aggregate, the statistics reflect the combined values for all the queues in the aggregate.

NOTE: If you are using skills-based routing, the group statistics in this section apply to virtual groups. Also, when the statistics mention the primary group and overflow groups, the equivalents are the first step in the queue and subsequent steps in the queue, respectively.


Category: (none)

Abandon Rate The percentage of contacts routed to this queue or aggregate that were abandoned before being answered.

• •

Answer Rate The percentage of contacts routed to this queue or aggregate that were answered.

• •

Name The name of the queue or aggregate.

Received Networked In Rate

The percentage of contacts received in this queue or aggregate that were networked in from another site.

• •

Redirected Networked Out Rate

The percentage of contacts received in this queue or aggregate that were networked out to another site.

• •

Service Level The percentage of contacts routed to this queue or aggregate that were answered within the site-defined or queue-defined service level as configured in the Manager application.

• •

Category: Abandoned Contacts

All The number of contacts that were abandoned while waiting in this queue or aggregate, or while being offered to the user.

• •

1 Interval The percentage of abandoned contacts in this queue or aggregate that were abandoned within the first queue interval.

2 Interval The percentage of abandoned contacts in this queue or aggregate that were abandoned within the second queue interval.

Table 18 Queue cumulative and historical statistics (Queue or Aggregate)


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3 Interval The percentage of abandoned contacts in this queue or aggregate that were abandoned within the third queue interval.

4 Interval The percentage of abandoned contacts in this queue or aggregate that were abandoned within the fourth queue interval.

5 Interval The percentage of abandoned contacts in this queue or aggregate that were abandoned within the fifth queue interval.

Category: Answered Contacts

All The number of contacts routed to this queue or aggregate that were answered.

•

Overflow The number of contacts routed to this queue or aggregate that were answered by a user who is not a member of the primary group configured to handle these contacts.

Primary The number of contacts routed to this queue or aggregate that were answered by a user who is a member of the primary group configured to handle these contacts.

1 Interval The percentage of answered contacts routed to this queue or aggregate that were answered within the first queue interval.

2 Interval The percentage of answered contacts routed to this queue or aggregate that were answered within the second queue interval.

3 Interval The percentage of answered contacts routed to this queue or aggregate that were answered within the third queue interval.

4 Interval The percentage of answered contacts routed to this queue or aggregate that were answered within the fourth queue interval.

5 Interval The percentage of answered contacts routed to this queue or aggregate that were answered within the fifth queue interval.


Abandoned The average amount of time that contacts waited in this queue or aggregate before being abandoned.

• •

All The average amount of time that contacts waited in this queue or aggregate before being answered, abandoned, or redirected.

•

Answered The average amount of time that contacts waited in this queue or aggregate before being answered.

• •

Redirected The average amount of time that contacts waited in this queue or aggregate before being redirected.

•





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Average The average amount of time to complete contacts routed to this queue or aggregate.


The average amount of time to complete contacts routed to this queue or aggregate, not including the time spent post-processing.


The average amount of time that contacts routed to this queue or aggregate spent in Post-processing contact state.

Total The amount of time to complete contacts routed to this queue or aggregate.

Total Excluding Post-processing

The amount of time to complete contacts routed to this queue or aggregate, not including the time spent post-processing.

Total Post-processing

The amount of time that contacts routed to this queue or aggregate spent in Post-processing contact state.

Category: Deferred Time

Average The average amount of time that e-mail messages routed to this queue or aggregate were deferred.

Total The amount of time that e-mail messages routed to this queue or aggregate were deferred.

Category: Externally Consulted E-mail Time

Average The average amount of time that e-mail messages routed to this queue or aggregate were waiting for a reply from an externally consulted party.

Total The amount of time that e-mail messages routed to this queue or aggregate were waiting for a reply from an externally consulted party.

Category: Maximum Wait Time

Abandoned The maximum amount of time that a contact waited in this queue or aggregate before being abandoned.

•

All The maximum amount of time that a contact waited in this queue or aggregate before being answered, abandoned, or redirected.

•

Answered The maximum amount of time that a contact waited in this queue or aggregate before being answered.

•

Redirected The maximum amount of time that a contact waited in this queue or aggregate before being redirected.

•




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Category: Overflowed Contacts

Average The average number of times that contacts in this queue or aggregate overflowed. For example, five contacts were received in a queue. The first contact was answered in the first step (overflowed 0 times). The second and third contacts were answered in the second step (each overflowed once). The fourth and fifth contacts were answered in the third step (each overflowed twice). Therefore, the average overflow is 1.2 (6 overflow counts divided by 5 contacts).

Maximum The maximum number of times that a contact in this queue or aggregate overflowed. Using the example in Average, the maximum number of times that a contact overflowed is 2.

Minimum The minimum number of times that a contact in this queue or aggregate overflowed. Using the example in Average, the minimum number of times that a contact overflowed is 0.

Category: Queued Contacts

Average The average number of contacts that were waiting in this queue or aggregate.

•

Interval End The number of contacts that were waiting in this queue or aggregate at the end of this reporting interval. Contacts that are being offered to a user are considered to still be waiting in the queue.

Interval Start The number of contacts that were waiting in this queue or aggregate at the beginning of this reporting interval. Contacts that are being offered to a user are considered to still be waiting in the queue.

Maximum The maximum number of contacts that were waiting in this queue or aggregate.

•

Minimum The minimum number of contacts that were waiting in this queue or aggregate.

•

Category: Received Contacts

All The number of contacts that were received in this queue or aggregate.

• •

Requeued The number of contacts that were requeued to this queue or aggregate.

Networked In The number of contacts that were networked in to this this queue or aggregate from another site.

Category: Redirected Contacts

All The number of contacts received in this queue or aggregate that were redirected.

Networked Out The number of contacts received in this queue or aggregate that were networked out to another site.





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Out of Scope The number of contacts received in this queue or aggregate that were redirected out of scope. Some examples are: • Calls forwarded to or picked by an unmonitored




Category: Transferred Contacts

Out Of Scope The number of contacts routed to this queue or aggregate that the user transferred out of scope, for example, to an unmonitored extension or external e-mail address.

Category: User Involvement Time

Average The average amount of time that contacts associated with this queue or aggregate spent directly involved with one or more users.


The average amount of time that contacts associated with this queue or aggregate spent directly involved with one or more users, not including the time spent post-processing.


The average amount of time that contacts associated with this queue or aggregate spent in Post-processing contact state while being directly involved with one or more users.

Total The amount of time that contacts associated with this queue or aggregate spent directly involved with one or more users.


The amount of time that contacts associated with this queue or aggregate spent directly involved with one or more users, not including the time spent post-processing.


The amount of time that contacts associated with this queue or aggregate spent in Post-processing contact state while being directly involved with one or more users.




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4.3.5.2 Queue historical statistics (Queue by User)

This section describes the statistics that are available for display in queue historical reports when the Report By option is Queue by User. For more information, see Section 2.4.4, “Report By options”, on page 23.

NOTE: If the user who generates the report does not have permission to monitor specific users, the statistics related to those users will be aggregated and displayed in the report under “Other Users”.


Category: (none)

Name The name of the queue.


Consulted The average amount of time that contacts in this queue were consulted out.

•

Deferred The average amount of time that e-mail messages in this queue were deferred.

•

Held The average amount of time that calls and callbacks in this queue were on hold.

•

Post-processing The average amount of time that contacts in this queue spent in Post-processing handing state.

Waiting The average amount of time that contacts in this queue waited before being answered, abandoned, or redirected.

•


Average The average amount of time taken to complete contacts in this queue.

•


The average amount of time taken to complete contacts in this queue, not including the time spent in Post-processing handling state.

Category: Contacts

Abandoned The number of contacts that were abandoned while waiting in this queue or aggregate, or while being offered to the user.

•

Answered The number of contacts in this queue that were answered.

•

Consulted The number of contacts in this queue that were consulted out.

Deferred The number of times that e-mail messages in this queue were deferred. If the same e-mail message was deferred more than once, each time is counted.

Table 19 Queue historical statistics (Queue by User)



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4.3.6 Destination cumulative and historical statistics

This section describes the statistics that are available for display in destination cumulative and historical reports.

Held The number of calls and callbacks in this queue that were placed on hold. If the same contact was placed on hold more than once, the contact is counted only once.

Received The number of contacts in this queue that were received. •

Redirected The number of contacts in this queue that were redirected to other destinations, for example, another user extension, e-mail address, or IVR.

Reserved The number of contacts in this queue that were reserved for a user. This value includes reserved contacts that expired before being answered.


Category: (none)

Abandon Rate The percentage of contacts received at this destination that were abandoned.

• •

Name The name of the destination.


The percentage of contacts received at this destination that were networked in from another site.

• •


The percentage of contacts received at this destination that were networked out to another site.

• •

Target The destination to which the contacts were sent.

Category: Contacts

Abandoned The number of contacts received at this destination that were abandoned. This value is affected by the Consider finished in Call Director or IVR as answered option. For details, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

• •

Answered The number of contacts received at this destination that were answered. This value is affected by the Consider finished in Call Director or IVR as answered option. For details, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

•

Auto-handled E-mail

The number of e-mail messages received at this destination that were handled by the system without any user involvement.

Table 20 Destination cumulative and historical statistics


Table 19 Queue historical statistics (Queue by User) (Fortsetzung)


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Received The number of contacts that were received at this destination.

• •

Received Networked In

The number of contacts received at this destination that were networked in from another site.

Redirected The number of contacts received at this destination that were redirected.

Redirected Networked Out

The number of contacts received at this destination that were networked out to another site.

Redirected Out of Scope

The number of contacts received at this destination that were redirected out of scope. Some examples are:• Calls forwarded to or picked by an unmonitored




Requeued The number of contacts received at this destination that were requeued.

System Disconnected

The number of contacts received at this destination that were terminated by a workflow.


Average The average amount of time taken to complete contacts received at this destination.

•


The average amount of time taken to complete contacts received at this destination, not including the time spent post-processing.


The average amount of time that contacts received at this destination spent in Post-processing contact state.

Average Waiting The average amount of time that contacts received at this destination waited before being answered, abandoned, or redirected. This statistic is affected by the Include Time Before Enqueue option. For more information, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

• •

Total The amount of time to complete contacts received at this destination.


The amount of time to complete contacts received at this destination, not including the time spent post-processing.


The amount of time that contacts received at this destination spent in Post-processing contact state.


Table 20 Destination cumulative and historical statistics (Fortsetzung)



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4.3.7 Workflow cumulative and historical statistics

This section describes the statistics that are available for display in destination cumulative and historical reports.

Category: Unhandled Contacts

Interval End The number of contacts received at this destination that were waiting in queue to be handled by a user at the end of the reporting interval.

Interval Start The number of contacts received at this destination that were waiting in queue to be handled by a user at the beginning of the reporting interval.


Category: (none)

Abandon Rate The percentage of contacts in the workflow that were abandoned during the specified interval.

• •

Name The name of the routing strategy workflow.

Category: Contacts

Abandoned The number of contacts in the workflow that were abandoned. This value is affected by the Consider finished in Call Director or IVR as answered option. For details, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

• •

Answered When the Consider finished in Call Director or IVR as answered option is selected, this is the number of contacts in the workflow that were disconnected while being processed by a Call Director component. For details on this option, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

• •

Auto-responded The number of e-mail messages in the workflow that were auto-responded to.

Enqueued The number of contacts in the workflow that were enqueued by an Enqueue component, a Destination Table component, a transfer to the operator, or an enqueue to the error queue.

•

Enqueued to Error Queue

The number of contacts in the workflow that were enqueued to the error queue.

• •

Linked The number of contacts in the workflow that were linked to another routing strategy workflow using a Link to Routing Strategy component.

Received The number of contacts that invoked the workflow. • •

Table 21 Workflow cumulative and historical statistics


Table 20 Destination cumulative and historical statistics (Fortsetzung)


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4.3.8 Call Director component cumulative and historical statistics

This section describes the statistics that are available for display in Call Director component cumulative and historical reports.

System Disconnected

The number of calls that were terminated in the workflow by a Disconnect component or the number of e-mail messages that were terminated in the workflow by a Discard component.

Transferred The number of contacts that were transferred out of the workflow by a Transfer component.

Transferred to IVR

The number of contacts that were transferred out of the workflow by a Transfer to IVR component.


Average The average amount of time contacts spent in the workflow.

• •

Total The total amount of time contacts spent in the workflow.

Category: Unhandled Contacts

Interval End The number of contacts in the workflow that were in progress at the end of the reporting interval.

Interval Start The number of contacts in the workflow that were in progress at the beginning of the reporting interval.


Category: (none)

Customer Abandon Rate

The percentage of contacts that were abandoned by customers during execution of the component.

• •

Name The name of the Call Director component.

Category: Components

Customer Abandoned

The number of contacts that were abandoned by the customer during execution of the component.

• •

Error Exit The number of contacts that encountered an error during execution of the component. This includes all errors regardless of the Exit on error setting.

Exited The number of times a contact exited the component as part of a workflow.

•

Fast Path Exit The number of times a contact exited the component because the customer pressed a key while a message was being played.

Table 22 Call Director component cumulative and historical statistics


Table 21 Workflow cumulative and historical statistics (Fortsetzung)



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Invoked The number of times the component was invoked as part of a workflow.

• •

Navigation Exit The number of times a contact exited the component because the customer used the navigation keys.

No Entry Exit The number of times a contact exited the component due to no customer input and the Exit on no input option was selected.

Normal Exit The number of times a contact exited the component normally without the customer choosing to "fast path" execution of the component.

Category: Component Time

Average The average amount of time spent executing the component.

• •

Total The total amount of time spent executing the component.

Category: In Progress

Interval End The number of instances of the component that were executing at the end of the reporting interval.

Interval Start The number of instances of the component that were executing at the start of the reporting interval.

Category: Menu Key

1 The number of times the 1 key was pressed to exit during execution of the Menu Prompt component.

•


•


•


•


•


•


•


•


•


•

* The number of times the * key was pressed to exit during execution of the Menu Prompt component.

•


Table 22 Call Director component cumulative and historical statistics (Fortsetzung)


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4.3.9 Wrap-up reason cumulative and historical statistics

This section describes the statistics that are available for display in Wrap-up reason cumulative and historical reports. Using the Report By option, Wrap-up reason reports can be configured to report by User, Department, Site, Queue, or Aggregate. For more information, see Section 2.4.4, “Report By options”, on page 23.

# The number of times the # key was pressed to exit during execution of the Menu Prompt component.

•

Category: Navigation

Help The number of times the Help key was pressed during the execution of the component.

Operator The number of times the Operator key was pressed during the execution of the component.

Previous Step The number of times the Return to Previous key was pressed during the execution of the component.

Repeat The number of times the Repeat key was pressed during the execution of the component.

Root Step The number of times the Return to Root Step key was pressed during the execution of the component.


Category: (none)

Count The number of contacts completed using the Wrap-up reason. Wrap-up reasons associated with e-mail messages that were discarded are not included.


Name The name of the user, department, site, queue or aggregate, depending on the setting of the Report By option.

Reason The Wrap-up reason.


Table 23 Wrap-up reason cumulative and historical statistics


Table 22 Call Director component cumulative and historical statistics (Fortsetzung)



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4.3.10 Routing state reason cumulative and historical statistics

This section describes the statistics that are available for display in routing state reason cumulative and historical reports. Using the Report By option, routing state reason reports can be configured to report by User, Department, or Site. For more information, see Section 2.4.4, “Report By options”, on page 23.


Category: (none)



Reason The Routing State reason and associated routing state.


Category: Presence State

Average Time The average amount of time spent in the presence state while the reason was selected.

Count The number of times that the presence state occurred while the reason was selected.

State The presence state.

Total Time The amount of time spent in the presence state while the reason was selected.

Category: Routing State

Average Time The average amount of time spent in Unavailable or Work routing state for the selected reason.

Count The number of times the Unavailable or Work reason was selected.

Total Time The amount of time spent in Unavailable or Work routing state for the selected reason.

Table 24 Routing State Reason cumulative and historical statistics


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4.3.11 Post-processing reason cumulative and historical statistics

This section describes the statistics that are available for display in Post-processing reason cumulative and historical reports. Using the Report By option, Post-processing reason reports can be configured to report by User, Department, or Site. For more information, see Section 2.4.4, “Report By options”, on page 23.


Category: (none)

Average Time The average amount of time spent in Post-processing handling state for the selected reason.

Count The number of times that the Post-processing reason was selected.



Reason The Post-processing reason.

Total Time The amount of time spent in Post-processing handling state for the selected reason.


Table 25 Post-processing reason cumulative and historical statistics



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Statistics available in activity reports

4.4 Statistics available in activity reports

This section describes the statistics that can appear in user activity reports, source activity reports, and scheduled callback lists.

4.4.1 User activity statistics

This section describes the statistics that can appear in user activity reports.

NOTE: All user activities are reported on, including contacts that are handled at the same time. For example, if a user handles a routed call that is transferred to the user’s extension while the user is handling a routed e-mail message, then both activities are reported on.

Activity Description

Answered Contact The time the user answered a contact.• For voice, the time the user answered a call. • For callback, the time the user accepted an offered callback. • For e-mail, the time an e-mail message was accepted. • For Web collaboration, the time a session was accepted, or

the user accepted an invitation to join a session.

Camped Contact The time the user camped a call or callback on another user extension. If available, the user whose extension the call was camped on is shown.

Canceled Direct E-mail The time the user canceled a direct outgoing e-mail message.

Completed Contact The time the user disconnected from a contact, or finished post-processing a contact, if applicable.

Consulted by User The time the user was consulted by another user.

Consulted E-mail Recalled from User

The time an externally consulted e-mail message was recalled from the user (and requeued) because the maximum consult time was reached.

Contact Abandoned by Caller

The time a contact was abandoned while being offered to the user.

Contact Assigned to User but Undelivered

The time a call was assigned to a user but could not be delivered to the user's extension.

Contact Forwarded from User

The time a call or callback was forwarded from this user extension to another party.

Contact Offered to User The time a contact was offered to the user. Contact type, source, destination and queue name (if a routed contact) are shown.

Contact Picked from User

The time a call or callback was picked from this user extension. If available, the user who picked the contact is shown.

Table 26 User activity statistics


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Contact Transferred to User

The time a contact was transferred to the user. This includes consultation activity, where the consulting user transferred the contact within the amount of time configured in the Consider consultation after option in the Manager application.

Deferred E-mail Recalled from User

The time a deferred e-mail message was recalled from the user (and requeued) because the maximum defer time was reached.

Deleted Callback The time the user deleted an offered callback. The Delete reason is shown.

Discarded E-mail The time the user discarded an e-mail message. The Discard reason is shown.

Disconnected Contact The time the user disconnected from a contact. • For voice, this is when a call was disconnected. • For callback, this is when a callback was deleted, or when a

retry option was submitted. • For e-mail, this is when a reply was sent, or the message

was discarded or deferred. • For Web collaboration, this is when the session was

disconnected.

First Conferenced on Contact

The time the user was involved in the first conference of a contact.

First Deferred E-mail The time the user first deferred an e-mail message.

First Consulted on E-mail

The time the user first externally consulted on an e-mail message.

First Held Contact The time the user first placed a call or callback on hold.

Ignored Contact The time an offered contact expired because it was not accepted within the allowed time limit.

Initiated Contact The time the user initiated a contact:• For voice, this is the time that a user dialed.• For e-mail, this is the time that a user composed a new direct

outgoing e-mail message. The destination e-mail address is shown.

• For Web collaboration, this is the time that a user requeued a session.

Logged Off The time the user logged off. The media type the user logged off from is shown.

Logged On The time the user logged on. The media type the user logged on to is shown.

Parked Contact The time the user parked a call.

Picked Contact The time the user picked a call or callback. If available, the user who the contact was picked from is shown.

Replied to E-mail The time the user sent a reply to an e-mail message.

Requeued Contact The time the user requeued a contact.

Resumed First Consulted E-mail

The time the user resumed the first externally consulted e-mail message.


Table 26 User activity statistics (Fortsetzung)



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4.4.2 Source activity statistics

This section describes the statistics that can appear in source activity reports.

Resumed First Deferred E-mail

The time the user resumed the first deferred e-mail message.

Selected Available The time the user selected Available routing state.

Selected Post-processing

The time the user started post-processing a contact. The Post-processing reason is shown.

Selected Unavailable The time the user selected Unavailable routing state. If available, the Unavailable reason is shown.

Selected Work The time the user selected Work routing state. If available, the Work reason is shown.

Sent Direct E-mail The time a direct outgoing e-mail message was sent by this user.

Submitted Wrap-Up Reason

The time the user submitted a Wrap-up reason. The Wrap-up reason is shown.

Transferred Contact The time the user transferred a contact to another party.


Contact Abandoned The time a contact was abandoned in a queue.

Contact Abandoned While Ringing

The time a contact was abandoned by a caller. The name of the user who was assigned to the call when it was abandoned is shown.

Contact Answered The time a contact was answered by a user.

Contact Arrived The time a contact arrived in the system. Contact destination, source, and media type are shown.

Contact Assigned The time a contact was assigned to a user. • For voice, this is when a call started ringing at a user

extension. • For e-mail, this is when an e-mail message was displayed. • For Web collaboration, this is when a session was displayed.

Contact Camped The time a call or callback was camped on another extension. The user whose extension the call was camped on is shown.

Contact Conferenced The time a conference started.

Contact Consulted The time a call or callback was consulted. The consulted user is shown.

Contact Disconnected The time a contact was disconnected. The user who disconnected the contact is shown.

Contact Disconnected by System

The time the system disconnected a contact.

Table 27 Source activity statistics


Table 26 User activity statistics (Fortsetzung)


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4.4.3 Scheduled Callback List statistics

This section describes the statistics that can appear in scheduled callback lists.

Contact First Held The time a user first placed a call or callback on hold.

Contact Forwarded The time a call or callback was forwarded. The user who forwarded the call is shown.

Contact Networked Out The time a contact was networked out to another site.

Contact Parked The time a call or callback was parked at another extension. The user who parked the call is shown.

Contact Picked The time a call or callback was picked by a user. The user who picked the call is shown.

Contact Queued The time a contact was queued. The queue name is shown.

Contact Requeued The time a contact was requeued.

Contact Transferred The time a contact was transferred to another user or external party.

E-mail Auto-replied The time the system replied to an e-mail message.

E-mail Discarded The time an e-mail message was discarded by a user. The Discard reason is shown.

E-mail Discarded by Manager

The time an e-mail message was discarded by a manager using a contact report. The Discard reason is shown.

E-mail Discarded by System

The time the system discarded an e-mail message. The Discard reason is shown.

E-mail First Deferred The time a user first deferred an e-mail message.

E-mail Replied The time an e-mail message was replied to by a user.

Column Description

Customer Name The name of the customer to be called back.

Description The description of the callback.

First Schedule Start The date and time of the first entry in the callback schedule.

Origin The origin of the callback.

Priority The priority of the callback.

Queue Name The queue associated with the callback.

Telephone Number The telephone number to be called.

Table 28 Scheduled Callback List statistics


Table 27 Source activity statistics (Fortsetzung)



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Report reconciliation

General issues

5 Report reconciliation

This chapter provides information to help you reconcile the values shown in reports and understand what might be regarded as discrepancies.

5.1 General issues

This section describes some general issues to keep in mind when you design, run, and interpret reports.

5.1.1 Group real-time reports

A group will be excluded from a group real-time report if the following occurs:

• There is no activity for the group.

• There are no users logged on who belong to the group.

NOTE: When the system is using skills-based routing, group statistics pertain to virtual groups.

5.1.2 Conferencing statistics

Detailed statistics on conferencing are not available. However, conference calls always begin with a consultation, so the conferenced count will be a subset of the consulted count.

5.1.3 Disabled features

If you disable a feature, such as the callback feature, you can no longer run historical reports on that feature.

5.1.4 Deleted resources

If you delete a resource, you can no longer report on that resource. Some resources, such as Work reasons and Unavailable reasons, are displayed in reports as Unknown after they are deleted.



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General issues

5.1.5 High availability (warm standby)

In a high availability (warm standby) environment, the real-time, cumulative, and historical statistics always reflect the activity on the server machine that the Manager application is connected to.

5.1.6 Multitenancy

In a multitenant environment, statistics are always tracked within the scope of the business unit. If a contact involves users across multiple business units, statistics may not appear as expected in some reports, depending on the business unit in which the report was generated. For example:

• If a routed call is transferred between users in different business units, the call is tracked as a routed call for the second user. When certain reports are generated (for example, Queue by User Historical Report generated for the first business unit, User By Queue Historical Report generated for the second business unit), the name of the user and the queue will be unknown.

• A direct call that involves two users in different business units is tracked as a direct internal call for both users.

5.1.7 OpenScape Voice issues

When the system is connected to an OpenScape Voice communication platform, if the communication platform’s active node fails, all routed calls that were in the process of being handled are not displayed in a contact real-time report.

Also, if the OpenScape Voice communication platform’s active node fails while a routed call is being handled by a user, the user real-time report indicates that the user is in Available routing state and handling a direct call instead of handling a routed call.


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Calculation issues

When a Client Desktop user performs a single-step transfer of a call to a busy subscriber number using the softphone, the following behavior can be expected:

• The OpenScape Voice communication platform informs the OpenScape Contact Center system that the transfer was successful, even though the call did not leave the transferring user's device. From a Client Desktop and reporting perspective, the OpenScape Contact Center system treats the call as though it was transferred out and then redirected back to the user.

• If the subscriber number to which the user attempts to transfer the call is monitored, then the OpenScape Contact Center system considers the user to be involved in the same call. If the subscriber number is unmonitored and the call is not recalled within a short period of time (approximately two seconds), then the call is completed and the system considers the user to be involved in a new direct call.

5.2 Calculation issues

This section discusses certain calculation issues that have an impact on report reconciliation.

5.2.1 Weighted averages

By default, the OpenScape Contact Center system uses a weighted average when calculating statistical averages in cumulative and historical reports, and a simple average when calculating statistical summaries in queue real-time reports and real-time aggregate statistics.

NOTE: You can also choose to use weighted averages in queue real-time reports. For more information, see Section 2.4.2.8, “Queue Real-time Report”, on page 22.

A weighted average takes into account the proportional relevance of each component, rather than treating each component equally. For example, consider the following data used in calculating the average wait time for two queues.

Average wait times for the individual queues would be calculated as:

Sales – 400 min./200 contacts = 2 min. per contact

Support – 600 min./50 contacts = 12 min. per contact

Queue Total contacts received Total wait time

Sales 200 400 min.

Support 50 600 min.



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Calculation issues

However, in calculating totals in a report including both queues or for an aggregate containing those queues, average wait time would not be simply the average of the two average wait time values ((2 min. per contact + 12 min. per contact)/2 = 7 min. per contact). Instead, the average would be calculated using all the raw data for the two queues (1000 min./250 contacts = 4 min. per contact).

NOTE: This principle applies not only to aggregates as collections of queues, but also to all other collections defined by the OpenScape Contact Center system (for example, collections of resources, departments, and sites).

The current average wait time for a particular queue is also calculated using a weighting mechanism in a queue real-time report. The only difference is that the last 24 contacts that waited in the queue are used in calculating this average, giving the most recent contacts a heavier weighting in the calculation.

5.2.2 Reporting by aggregate

When you select to report by aggregate, certain performance statistics (such as Answer Rate, Abandon Rate, and Service Level) are calculated differently in real-time reports than they are in cumulative and historical reports. In real-time reports, the values are calculated by default as a simple average of all queues in the aggregate. In cumulative and historical reports, the values are calculated by default as a weighted average based on the actual activity in the queues.

For example, consider an aggregate of the three queues shown in the following table.

In a real-time report, the answer rate for the aggregate is reported simply as the average of the three values, which is 90%. However, in cumulative and historical reports, the answer rate for the aggregate is calculated as the number of contacts answered divided by the total number of contacts for the aggregate, or 17/20, which is 85%.

The user has the option to use a weighted average to calculate real-time aggregate statistics. If this option is selected, the answer rate for the aggregate is calculated by adding the answer rate for each queue multiplied by the number of contacts in each queue, divided by the total number of contacts for the aggregate, or [(100*0) + (90*10) + (80*10)] / 20 = 85%.

Queue Contacts Contacts answered Answer rate (%)

Skates 0 0 100

Skis 10 9 90

Hiking boots 10 8 80


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Report intervals and time-based statistics

5.3 Report intervals and time-based statistics

The following sections provide details on when statistics for contacts become available, particularly with regard to how this impacts statistics within individual report intervals.

5.3.1 Different totals in historical reports with different specified intervals

Depending on the interval specified, totals in historical reports are generated as follows:

• Historical reports with no interval, 15-minute intervals, or hourly Intervals, are generated from the fifteen-minute tables.

• Historical reports with daily intervals are generated from the daily rolled up tables.

• Historical reports with weekly intervals are generated from the weekly rolled up tables.

• Historical reports with monthly intervals are generated from the monthly rolled up tables.

Rollup tables have different retention periods, which differ according to the valid intervals offered for a report with a given range. Therefore, the totals in reports with different specified intervals or with no specified interval can differ. For more information on retention periods, see the Manager Help.

5.3.2 Interval boundaries and contact statistics

For shorter report intervals, such as 15-minute or hourly intervals, it is not uncommon for a contact received or offered in one interval to be still in progress when that interval or subsequent intervals expire. Final disposition statistics for a contact are not available to reports until the contact completes. Therefore, for a contact received or offered in one interval, a corresponding final disposition such as handled or abandoned may be shown in a later interval if the lifetime of the contact crossed one or more report intervals.



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5.3.3 Wait time not available for contacts active in interval

Wait time statistics in historical and cumulative reports include items such as average, maximum, and minimum wait times for the various contact dispositions (for example, answered, abandoned, and redirected). Other statistics (for example, service level) are based, directly or indirectly, on wait time data.

Because the disposition of a contact may not be known until the contact completes, the associated wait time statistics (for example, redirected wait time) for contacts that are in progress are not shown in reports for intervals in which the contact is still active when the interval ends. If a contact is in progress when a report interval expires, the wait time statistics for that contact or the statistics derived from wait time are not included for that interval.

NOTE: For a more general description of issues relating to contacts whose lifetime crosses interval boundaries, see Section 5.3.2, “Interval boundaries and contact statistics”, on page 127.

As well, there are a number of settings and options in the Manager application that affect how wait time statistics are gathered and calculated, and how wait time statistics are used in other calculations. For details, see Section 2.4.2.2, “Wait Time”, on page 20.

5.3.4 Timing of contacts offered in user reports

For a given interval in a user report, the number of contacts offered may not equal the sum of processing/final disposition statistics. The general rule is:

Offered + Initiated = Handled + Abandoned + Routed Unhandled

For example, if a contact offered in one interval is not fully resolved until a later interval, an interval may show one contact for offered but zero for handled, abandoned, or routed unhandled. The next interval may show one contact for handled but zero for offered.


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5.3.5 Timing of contacts received in queue reports

For a given interval in a queue or destination report, the number of contacts received may not equal the sum of processing/final disposition statistics. The general rule is:

Received = Answered + Abandoned + Redirected

In addition, if you are using the networking feature, the redirected value breaks down as follows:

Redirected = Redirected (Out of Scope) + Redirected (Networked Out)

However, a contact received in one interval may not be fully resolved until a later interval. For example, an interval might show one contact received but zero for answered, abandoned, or redirected. The next interval might show one contact answered but zero for received.

5.3.6 Number of contacts received vs. offered in queue reports

The number of contacts received by a queue for a given interval might not equal the number of contacts offered to users within that same interval. For example, consider the following table. In this case, a contact that is transferred from one user to another is counted as one contact received in queue, but as two contacts offered to users.

5.3.7 Changing from a monitored IVR to an unmonitored IVR

When an IVR is unmonitored, OpenScape Contact Center starts tracking a call when the IVR application calls the QueryCallInfo IVR API, or the Initialize function for VoiceXML. As such, the call length within OpenScape Contact Center will be shorter than the actual call length, if the time in the IVR is considered part of the statistical calculations. So if you change from a monitored to an unmonitored IVR platform, you might experience a difference in call length and other time-related statistics.

Example Contact Flow Number of Contacts Received In Queue

Number of Contacts Offered to Users

The contact is received in queue and offered to user A.

1 1

Then, user A transfers the contact to user B.

0 1

Total 1 2



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Other issues

5.3.8 Time tracking of networked out contacts from unmonitored extensions

Under certain circumstances, calls initiated from an unmonitored extension can be networked out to another site. For example, a user might use an outside line to dial into the contact center or someone could initiate a call from the extension when no user is logged on to the extension.

For the originating site, count statistics such as received and handled counts are unaffected. However, time-based statistics such as total contact time and wait time for answered and abandoned contacts can seem artificially high, because the time-tracking for the call continues while the contact is being processed at the remote site. If these scenarios occur frequently, reports may show higher than expected values for time-based statistics in historical, cumulative, and real-time reports on users, queues, contacts/sources, and destinations.

5.4 Other issues

The following sections discuss various other issues that can have an impact on statistics and reports.

5.4.1 Contacts not tracked in real-time reports

For the purposes of contact real-time reports, when a contact is routed to a user extension, the OpenScape Contact Center system can track the subsequent contact disposition under the following circumstances:

• The assigned user answers the contact.

• The caller abandons the contact.

• The OpenScape Contact Center Ring No Answer feature transfers the contact back to the queue.

In other cases, the OpenScape Contact Center system cannot track the disposition of the contact, and the contact continues to appear as unanswered for 10 minutes. For example, a contact ringing at the assigned user extension might be redirected (pick scenario or RNA transfer to an unmonitored resource).


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Other issues

5.4.2 Consideration of Retry Now callbacks

If a user accepts a callback offer and then disconnects while the contact is ringing, the user has the option of using the Retry now option to retry the callback immediately. If this attempt is successful and the customer answers the callback attempt, the queue real-time report shows one additional contact received and one additional contact answered. The queue cumulative report shows two additional contacts received and two additional contacts answered. From a reporting perspective, every callback try is a new contact. The only exception to this is the immediate Retry Now scenario, which is treated as the same contact with regard to the queue real-time statistics.

5.4.3 Monitored extensions that become involved in more than one call

One of the principles of OpenScape Contact Center is that an OpenScape Contact Center monitored extension can be involved in only one OpenScape Contact Center call. If an OpenScape Contact Center monitored extension somehow becomes involved in more than one OpenScape Contact Center call, then only one of the calls will be cleaned up on completion. The other calls are eventually cleaned up after several hours, resulting in reporting issues.

An example of an extension that becomes involved in multiple calls is when an OpenScape Contact Center user on a monitored extension calls an unmonitored party, and this unmonitored party subsequently transfers the call to another monitored extension within the OpenScape Contact Center system. In this case, the unmonitored party interrupts the event flow. The system requires an uninterrupted event flow to properly track and clean up a call.



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Other issues


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Terminology

User states

6 Terminology

This chapter provides detailed definitions of user states, contacts states, and other reporting terms commonly referenced in Chapter 4, “Statistics available in reports”.

6.1 User states

There are three types of user states:

6.1.1 Handling states

The user handling states are described as follows:

Handling state The state of the user while handling a contact. • For voice, this can be Consulting, Dialing, Holding, Line Busy,

Line Queued, Pending, Post-processing, Ringing, or Talking. • For callback, this can be Consulting, Dialing, Holding, Ringing,

Pending, Post-processing, Processing, or Talking.• For e-mail, this can be Pending, Post-processing, or Processing.• For Web collaboration, this can be Pending, Post-processing, or

Processing.

Presence state The presence state of the user derived from OpenScape Contact Center information, such as the user’s routing state, and the current contact handling activity. Possible states are Active, Away, Busy, Idle, and Logged Off.

Routing state The willingness or ability of a user to receive routed contacts. Possible states are Available, Logged Off, Unavailable, and Work.

Consulting The user is consulting with another party.

Dialing The user is dialing from an extension.

Holding The user is handling a call or callback and has placed the call on hold.

Line Busy The user's extension is busy.

Line Queued The user's call is queued on another extension (for example, camped on or parked).


Terminology

terms.fm

User states

6.1.2 Presence states

The user presence states are described as follows:

Pending Indicates one of the following: • For voice, the user has been offered a call and the extension is

still ringing.• For callback, the user has been offered a callback but has not

accepted or deleted the callback yet, and the Maximum Offer Time has not been reached.

• For e-mail, the user has been assigned an e-mail message but it has not been accepted yet.

• For Web collaboration, the user has been assigned a session but it has not been accepted yet. In cases where the user is invited to join a session, the user has not accepted nor declined the invitation, nor has the Maximum Offer Time been reached.

Post-processing The user is performing tasks related to a routed contact after it has been disconnected, for example, making notes or sending follow-up information.

Processing Indicates one of the following:• For callback:

– If the user has the “preview callback” permission, the user is previewing a routed callback offer, but has not yet dialed the telephone number.

– If the user does not have the “preview callback” permission, the routed callback has been accepted by the system and the user is reviewing the callback data before dialing the telephone number.

• For e-mail, the user is handling a routed e-mail message, or has resumed handling a deferred or externally consulted e-mail message.

• For Web collaboration, the user is handling a routed Web collaboration session.

Ringing The user’s extension is ringing with a call.

Talking The user is talking or conferencing on a call or callback.

Unknown The user’s handling state is unknown.

Active The user is handling one or more contacts.

Away The user has no active contacts and the user’s routing state is Unavailable.

Busy The user has no active contacts and the user’s routing state is Work.

Idle The user has no active contacts and the user’s routing state is Available.

Logged Off The user is not logged on to any of the media types.


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Terminology

Contact types

6.1.3 Routing states

The user routing states are described as follows:

6.2 Contact types

The different contact types are described as follows:

NOTE: If the T-Server cannot determine whether a call is direct or routed, the contact type will be Unknown Voice. This can occur if the T-Server is restarted while a user is connected to a call.

Available The user is willing and able to receive new routed contacts.

Logged Off The user is not logged on to any of the media types.

Unavailable The user is unwilling or unable to receive new routed contacts. The user typically selects this state when having lunch or taking a break.

Work The user is unwilling or unable to receive new routed contacts. The user typically selects this state when performing a work-related task, such as attending a meeting or a training session.

Direct contact A contact that is generated by directly contacting another party, without the intervention of any routing or processing system. There are four types of direct contacts: • Direct Incoming Voice – A direct call where the calling party is

external to the communication platform. • Direct Internal Voice – A direct call where both the calling and

called parties are internal to the communication platform.• Direct Outgoing E-mail – A direct e-mail message that is

composed and sent externally by a contact center user. • Direct Outgoing Voice – A direct call where the called party is

external to the communication platform.

Routed contact A contact that was processed by the Routing Server, Call Director or an IVR before it was assigned to a user. There are four types of routed contacts – one for each media type:• Routed Voice• Routed E-mail• Routed Callback• Routed Web Collaboration


Terminology

terms.fm

Contact states

6.3 Contact states

The various contact states are described as follows:

Classification The contact is being processed by the system.

Deferred The e-mail message has been deferred by the user.

Externally Consulted

The user consulted externally about the e-mail message, perhaps with a subject matter expert.

IVR Suspended The contact is waiting in the queue, but the routing process has been suspended due to a request from the IVR application.

Media Suspended The contact is waiting in the queue but the routing process has been suspended because the contact center is closed (the current time is outside the configured routing schedule). Note that media-suspended contacts are always included in contact real-time reports, regardless of whether the Include system suspended contacts option is selected. For more information, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

Network Suspended

The contact is waiting in the queue, but the routing process has been suspended pending completion of a networking flow.

Pending Indicates one of the following: • For voice, the call has been offered to a user and the extension

is still ringing. • For callback, the callback has been offered to a user but has not

been accepted or deleted yet, nor has the maximum offer time been reached.

• For e-mail, the e-mail message has been assigned to a user but has not been accepted yet.

• For Web collaboration, the session has been assigned to a user but has not been accepted yet. In cases where the user is invited to join a session, the invitation has not been accepted or declined, nor has the contact timed out.

Post-processing All users involved in the contact have disconnected from the contact and are in Post-processing handling state.

Queued The contact is waiting in the queue for a user who is eligible to handle this contact to become available.

Reserved The contact is waiting in the queue for a specified user.

Scheduled The callback was routed to a user and the customer was called, but the callback was unsuccessful and is scheduled for another try.


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Terminology

Other contact-related terms

6.4 Other contact-related terms

The following contact-related terms are also commonly referenced in Chapter 4:

Unanswered The contact was assigned to a user but the user did not answer the contact within the pending time threshold, and the contact is still pending for that user.

User Interaction For user reports, the contact is or was handled by a user:• For voice, the call was answered by the user.• For callback, the callback offer was accepted by the user.• For e-mail, the message was routed successfully to the user.

Direct outgoing e-mail messages are considered in User Interaction state as soon as the user composes the e-mail message.

• For Web collaboration, the Web collaboration session was accepted by the user.

This definition should be contrasted with Answered, defined in Section 6.4, “Other contact-related terms”, on page 137. As an example of the difference between the two definitions, consider a call that is transferred to voice mail during processing in a routing strategy flow. Although the call would appear in a queue report as Answered, it would not appear in a user report at all, because there was no user interaction.

Abandoned The contact was disconnected before being addressed by the system or a user. In particular:• For voice, the caller disconnected before the call was answered

by a user or the system (for example, while the call was waiting in the queue or ringing at a user’s extension). If the system has Call Director or an IVR as a front end, this value is affected by the Consider finished in Call Director or IVR as answered option. For more information, see Section 2.4.2, “Statistics and Reporting options”, on page 20.

• For callback, the callback timed out while waiting in the queue or the current callback schedule expired.

• For e-mail, the e-mail message timed out while waiting in the queue.

• For Web collaboration, the customer left the session before it was answered by a user or by the system (for example, while the session was waiting in the queue or pending acceptance by the user).


Terminology

terms.fm


Answered The contact was answered by a user or processed by the system in a way that is equivalent to being answered by a user. • For voice, the call was answered by a user or was processed by

a workflow (through the Disconnect component). • For callback, the callback offer was accepted or deleted by a

user, or the callback was deleted by a manager while it was waiting in a queue.

• For e-mail, the e-mail message was routed successfully to a user, or was discarded by the system or by a manager.

• For Web collaboration, the session was routed successfully to a user, a user accepted an invitation to join a session, or a session was processed by a workflow (through a Disconnect component).

This term is used predominantly in non-user reports and should be contrasted with User Interaction, which is defined in Section 6.3, “Contact states”, on page 136.

Callback Attempt A callback attempt is the transaction of dialing the customer number. It starts when the number is dialed and continues until the user disconnects and provides the attempt result (for example, successful). A callback attempt is part of a callback try.

Callback Try A callback try is the transaction of enqueuing a callback, offering the callback to an eligible user, and then calling the customer.

Consulted The contact was consulted out by the user for an amount of time that exceeded the Consider consultation after option configured in the Manager application. For details, see Section 2.4.2, “Statistics and Reporting options”, on page 20. Calls and callbacks in which conferencing occurred are included. For Web collaboration, this is a session that the user invited another user to join, and the amount of time spent consulting is not tracked.

Contact Time The amount of time required to complete a contact. The contact time starts the moment the system is aware of the contact and ends when the contact is terminated.

• For voice, the call is terminated when, for example, the call is abandoned, the call is transferred out of scope, or the last involved user disconnects.

• For callback, the callback is terminated when the callback schedule expires, the callback reaches the maximum number of retries, the callback is deleted, the callback times out, or the last callback attempt has been post-processed.

• For e-mail, the message is terminated when it is discarded, transferred to an external party, or replied to. The time spent in Deferred and Externally Consulted contact state is included.

• For Web collaboration, the session is terminated when, for example, the session is abandoned, the session is transferred out of scope, or the last involved user disconnects.

The contact time includes system-suspended time only if the Include system suspended contacts option in the Manager application is selected. For details, see Section 2.4.2, “Statistics and Reporting options”, on page 20.


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Terminology


Destination The destination to which a contact was sent. • For voice, this is the telephone number that the customer dialed.

Depending on the configuration of the communication platform, this can be the actual number that the customer dialed or an internal pilot number that is mapped by the communication platform.

• For callback, this is the telephone number that the originating user dialed to call the customer back.

• For e-mail, this is the e-mail address to which the customer sent the e-mail message.

• For Web collaboration, this is the destination (such as a URL) defined in the corporate Web server.

Offered The contact was offered to a user (for example, the contact was routed to the user by the system, consulted to the user, transferred to the user, forwarded to the user, picked by the user, camped on the user’s extension, or parked).

Queued The contact is waiting in a queue, for example, is in Queued, Pending, Reserved, Media suspended, or IVR suspended state. The states that a contact can be in to be considered in queue is also affected by the Include ringing and unanswered contacts setting in the Manager application. For details, see Section 2.4.2.8, “Queue Real-time Report”, on page 22.

Redirected The contact left a queue without being answered or abandoned. Contacts that are requeued before being answered or handled by a user are also counted as redirected. For the purposes of queue real-time reports, reserved contacts and contacts that have been dequeued or timed out are displayed as redirected.

Requeued The contact was sent back to the same queue or to a different queue for a number of reasons, for example, it was not answered within the allowable time.

Source The source where the contact was generated. • For voice, this is the customer telephone number, which is

available only if ANI is enabled on the communication platform.• For callback, this is the extension of the user who accepted the

callback.• For e-mail, this is the customer e-mail address.• For Web collaboration, this is the source (such as a user account

number, user name, or IP address) identified by the system.

Undelivered The call was assigned to a user but could not be delivered to the user (that is, the user’s extension did not ring).

Unhandled The contact was not handled by a user, for example:• A routed call that was forwarded while ringing at the user’s

extension.• A routed call for which the caller disconnected after being

transferred to the user’s extension but before the user answered.• A routed call that was picked from the user’s extension.• A routed call that was consulted out but then reconnected to the

caller before the consulted user answered. • A callback that was offered to the user but timed out because it

were neither accepted nor deleted by the user within the required time.

• A Web collaboration session for which the user declined the invitation to join the session.


Terminology

terms.fm

Time-related terms

6.5 Time-related terms

The following time-related terms are commonly referenced in Chapter 4:

Handling Time The amount of time that a user spends handling contacts. • For voice, the time begins when the user answers the call. • For callback, the time begins when the callback is accepted. • For e-mail, the time begins when the e-mail message is

accepted, or when the user resumes a deferred or externally consulted e-mail message. This value does not include the time that the e-mail message is in Deferred or Externally Consulted state.

• For Web collaboration, the time begins when the session is accepted, or when the user accepts an invitation to join a session. When the user accepts an invitation to join a session, the value includes only the time spent in Processing handling state. If the user declines the invitation, then no handling time is logged for that user.

The time ends when the contact is complete, including post-processing, if applicable.

When the system is enabled for multiple contact handling, the Handling Time increments only when the contact is primary.

Wait Time The amount of time that a contact has been waiting in the OpenScape Contact Center system before being answered, abandoned, or redirected. Some examples are as follows:• For voice, the amount of time before the call is answered by a

user, abandoned by the caller, or redirected out of scope. • For callback, the amount of time before the callback schedule

expires. • For e-mail, the amount of time before the e-mail message times

out while in the queue. • For Web collaboration, the amount of time before a user accepts

an invitation to join a Web collaboration session.

Wait time can start when a contact is enqueued or when the contact arrives at the first monitored resource. For more information, see Section 2.4.2.2, “Wait Time”, on page 20.


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Reporting data calculations

ContactTypes

A Reporting data calculations

This appendix provides the underlying calculations for statistics that can appear in reports and in monitoring views. The calculations are used primarily by technicians when investigating a problem.

A.1 ContactTypes

The ContactTypes in the system are listed in the following table.

Value ContactType Description

0 NONE No ContactType

1 ROUTED_VOICE Routed call

2 DIRECT_INCOMING_VOICE Direct incoming call

3 DIRECT_OUTGOING_VOICE Direct outgoing call

4 DIRECT_INTERNAL_VOICE Direct internal call

5 ROUTED_CALLBACK Routed callback

6 ROUTED_EMAIL Routed e-mail message

7 DIRECT_OUTGOING_EMAIL Direct outgoing e-mail message

8 ROUTED_CHAT Routed Web collaboration contact

9 UNKNOWN_VOICE Unknown call (direct or routed)

Table 29 ContactTypes



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TermTypes

A.2 TermTypes

TermTypes (termination types) show how a user ended a contact. The TermTypes in the system are listed in the following table.

Value TermType Value TermType

0 NOTERMTYPE 26 SCHEDULECALLBACK

1 ABANDONEDINQUEUE 27 RESOLVED

2 ABANDONEDINIVRQUEUE 28 ACCEPTEDBUTUNSUCCESSFUL

3 ABANDONEDWHILERINGING 29 LOGOFF

4 ABANDONEDWHILEIVRRINGING 30 RINGNOANSWERFORWARD

5 DISCONNECTONCONSULTHOLD 31 AGENTREPLIED

6 DISCONNECTWHILEPARKED 32 AUTORESPONDED

7 REQUEUED 33 DEFERTAKEBACK

8 NETWORKREACHED 34 SYSTEMDISCARDED

9 TRANSFERRREDOUTOFSCOPE 35 ABANDONEDINQUEUEDETERMINATION

10 TIMEDOUT 36 EMAILEXTERNALTRANSFER

11 DISCONNECTONHOLD 37 EMAILEXTERNALCONSULTTAKEBACK

12 FORWARDEDFROM 38 TRANSITNUMBERTIMEOUT

13 TRANSFER 39 AGENTDELETED

14 TRANSFERTOUNMONEX 40 MANAGERDELETED

15 RECALLEDFORWARD 41 AGENTDISCARDED

16 PICKEDFROM 42 MANAGERDISCARDED

17 PARKED 43 CANCELLEDEMAIL

18 DISCONNECTED 44 IVRDELETED

19 NEGLECTFORWARD 45 REDIRECTEDOUTOFSCOPE

20 FORWARDEDALWAYS 46 AGENTDECLINED

21 CAMPED_ON 47 SESSIONTIMEDOUT

22 ANSWERED 48 UNDELIVERED

23 FWDTOAGENT

24 FWDTOCALLTYPE -1 CLEANUPTERMINATION

25 FWDTOPOOL -2 ABNORMALTERMINATION

Table 30 Termination types


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JoinTypes

A.3 JoinTypes

JoinTypes show how a user became involved in a contact. The JoinTypes in the system are described in the following table.

Value JoinType Description

0 NOJOINTYPE The contact was associated with the user, but a join type has not yet been determined.

1 INITIATED The user initiated the contact.

2 ASSIGNED The contact was assigned to the user by the Routing Server.

3 CONSULT The contact was associated with the user via a consultation from another user.

4 TRANSFER The contact was associated with the user via a transfer from another user.

5 PICK The user picked up a call that was intended for another user. For example, the user picked up a call that was ringing on another extension.

6 FORWARDED The user was forwarded a call that was intended for another user who was either busy or did not answer.

7 FORWARDALWAYS The user was forwarded a call that was intended for another user who had the ForwardAlways feature configured on his or her telephone.

8 PARK The user joined a call that was parked on his or her extension.

9 OVERRIDE The user joined a call that was overridden to his or her extension.

10 CALLED The user was called directly by another party.

11 TIMEDOUT The contact timed out.

12 RECALLED The contact was associated with the user again after a failed transfer or callback attempt. For example, the user attempted to transfer a call but the transfer failed.

13 CAMP_ON The user joined a camped call.

14 CALLEDBACK The user was called again. This excludes failed transfer attempts.

15 UNKNOWN The reason the user joined the call is unknown.

16 BARGEIN The user barged in on a call.

Table 31 Join types



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Real-time statistic calculations

A.4 Real-time statistic calculations

Other than some specific queue real-time statistics, real-time statistics do not have calculations—the statistics depend on real-time updates from servers (for example, from the T-Server and the Routing Server).

For descriptions of the statistics that can appear in real-time reports, refer to Section 4.2, “Real-time report statistics”, on page 77.

For details on issues that have an impact on queue/aggregate statistic calculations, see Section 5.2, “Calculation issues”, on page 125.

A.5 Cumulative and historical statistic calculations

This section provides the cumulative and historical statistic calculations.

NOTE: Some statistics (such as Name, User ID, and Location) do not have calculations—the statistics depend on real-time updates from the servers (for example, from the T-Server and the Routing Server). The servers provide the key only. The Manager application associates the key with the actual value.

The abbreviations for the table names used in the calculations are defined in the following table.

Abbreviation Table name

[AFM] agentfifteenmin

[AR] agentrecord

[ASFM] agentstatefifteen

[ASRF] agentstatereasonfifteen

[CB] callbackrecord

[CB15] callbackfifteenmin

[CDCF] cdcomponentfifteenmin

[CR] callrecord

[CT15] calltypefifteenmin

[DNIS15] dnisfifteenmin

[GFM] groupfifteenmin

[GSFM] groupstatefifteen

[PPRF] userpostprocessingreasonfifteenmin

[WFF] workflowfifteenmin

[WRF] wrapupreasonfifteenmin

Table 32 Table name abbreviations


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Cumulative and historical statistic calculations

A.5.1 User cumulative and historical statistic calculations

The statistics available in user cumulative and historical reports depend on the Report By option used when generating the report. For more information, see Section 2.4.4, “Report By options”, on page 23.

A.5.1.1 User cumulative and historical statistic calculations (User, Department, or Site)

For descriptions of the statistics based on the calculations in this section, see Section 4.3.1.1, “User cumulative and historical statistics (User, Department, or Site)”, on page 88.

Column Category Calculation

Name (none) AgentKey[AFM] or [ASFM]

User ID (none) AgentKey[AFM] or [ASFM]

Location (none) AgentLocation[AFM] or [ASFM]

Utilization (none) (*1) ((TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6,8)) + BusyDur[ASFM] + IdleDur[ASFM]) / LogonTime[ASFM] * 100

(*2) ((TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6,8)) + BusyDur[ASFM]) / LogonTime[ASFM] * 100

Maximum Routed Handling Time

(none) MaxHandlingTime[AFM] (ContactType = 1,5,6,8)

Time First Logon FirstLogon[ASFM] + offset from UTC (Coordinated Universal Time) time

Media Type First Logon FirstLogonMediaType[ASFM]

Time Last Logoff LastLogoff[ASFM] + offset from UTC (Coordinated Universal Time) time

Media Type Last Logoff LastLogoffMediaType[ASFM]

All Initiated Contacts

NumInitiated[AFM] (ContactType = 1,3,4,7)

Routed Initiated Contacts

NumInitiated[AFM] (ContactType = 1)

Direct Initiated Contacts

NumInitiated[AFM] (ContactType = 3,4,7)

Table 33 User cumulative and historical statistic calculations (User, Department or Site)



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Initiated Contacts



Initiated Contacts



Initiated Contacts


All Offered Contacts

NumOfferedPrim[AFM] + NumOfferedOver[AFM] + NumOfferedOther[AFM] (ContactType = all)

Routed Offered Contacts

NumOfferedPrim[AFM] + NumOfferedOver[AFM] + NumOfferedOther[AFM] (ContactType = 1,5,6,8)

Routed Primary Offered Contacts

NumOfferedPrim[AFM] (ContactType = 1,5,6,8)

Routed Overflow

Offered Contacts

NumOfferedOver[AFM] (ContactType = 1,5,6,8)

Routed Other Offered Contacts

NumOfferedOther[AFM] (ContactType = 1,5,6,8)

Direct Offered Contacts

NumOfferedPrim[AFM] (ContactType = 2,3,4,7)

Reserved Offered Contacts

ReservedCount[AFM] (ContactType = 1,5,6,8)

All Handled Contacts

NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] (ContactType = all)

Routed Handled Contacts

NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] (ContactType = 1,5,6,8)

Routed Primary Handled Contacts

NumHandledPrim[AFM] (ContactType = 1,5,6,8)

Routed Overflow

Handled Contacts

NumHandledOver[AFM] (ContactType = 1,5,6,8)

Routed Other Handled Contacts

NumHandledOther[AFM] (ContactType = 1,5,6,8)

Direct Handled Contacts

NumHandledPrim[AFM] (ContactType = 2,3,4,7)


Handled Contacts

NumHandledPrim[AFM] (ContactType = 2)


Handled Contacts



Handled Contacts



Handled Contacts


Recalled Handled Contacts

RecalledCount[AFM] (ContactType = 6)


Table 33 User cumulative and historical statistic calculations (User, Department or Site) (Fortsetzung)


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Routed Abandoned Offered Contacts

NumAbandonedPrim[AFM] + NumAbandonedOver[AFM] (ContactType = 1,5)

Routed Primary Abandoned Offered Contacts

NumAbandonedPrim[AFM] (ContactType = 1,5)

Routed Overflow

Abandoned Offered Contacts

NumAbandonedOver[AFM] (ContactType = 1,5)

Average Active Contacts

TotalActiveContactsTime[AFM] / LogonTime[ASFM]

Maximum Active Contacts

If Report On = 1 (voice), then MaxActiveContactsCountVoice[ASFM] If Report On = 2 (callback), then MaxActiveContactsCountCallback[ASFM]If Report On = 4 (e-mail), then MaxActiveContactsCountEmail[ASFM]If Report On = 8 (Web collaboration), then MaxActiveContactsCountWebCollab[ASFM]If Report On = 15 (all), then MaxActiveContactsCountAllMedia[ASFM]

Average Active Contact Time

TotalActiveContactsTime[AFM] (ContactType = all) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] + AdditionalPostProcessingCount[AFM]) (ContactType = all)

Maximum Active Contact Time

MaxActiveContactTime[AFM]

Undelivered Routed Contacts

NumUndelivered[AFM] (ContactType = 1)

Unhandled Routed Contacts

NumUnhandled[AFM] (ContactType = 1,7,8)

Held Routed Contacts

HoldCountPrim[AFM] + HoldCountOver[AFM] + HoldCountOther[AFM] (ContactType = 1,5)

Primary Held Routed Contacts

HoldCountPrim[AFM] (ContactType = 1,5)

Overflow Held Routed Contacts

HoldCountOver[AFM] (ContactType = 1,5)

Deferred Routed Contacts

HoldCountPrim[AFM] + HoldCounOver[AFM] + HoldCountOther[AFM] (ContactType = 5)

Consulted Voice

Routed Contacts

ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] (ContactType = 1,5)





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Externally Consulted E-mail

Routed Contacts

ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] (ContactType = 6)

Terminated Routed Contacts

DisconnectedCount[AFM] (ContactType = 1,5,6,8)

Discarded Routed Contacts

DiscardedCount[AFM] (ContactType = 6)

Requeued Routed Contacts

RequeuedCount[AFM] (ContactType = 1,5,6,8)

Transferred Routed Contacts

TransferCount[AFM] (ContactType = 1,5,6,8)

Reached Maximum Offer Time

Routed Contacts

MaxRingingCount[AFM] (ContactType = 1,5)

Logged On Total Time LogonTime[ASFM]

Idle Total Time IdleDur[ASFM]

Busy Total Time BusyDur[ASFM]

Away Total Time AwayDur[ASFM]

Ringing Total Time RingTime[AFM] (ContactType = 1,2,3,4,5)

Pending Total Time PendingTime[AFM] (ContactType = 1,5,6,8)

Routed Talked Total Time TalkTime[AFM] (ContactType = 1,5)

Routed Held Total Time HoldTime[AFM] (ContactType = 1,5)

Routed Consulted

Total Time ConsultTime[AFM] (ContactType = 1,5)

Routed Processing

Total Time ProcessingTime[AFM] (ContactType = 5,6,8)


Total Time PostProcessingTime[AFM] (ContactType = 1,5,6,8)

Other Total Time DialingDur[ASFM] + QueuedDur[ASFM] + OutOfServiceDur[ASFM] + LineBusyDur[ASFM] + UnknownDur[ASFM] + PendingTime[AFM]

All Total Handling Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = all)


Total Handling Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] (ContactType = all)

Routed Total Handling Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6,8)




app_a_dc.fm




Total Handling Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] (ContactType = 1,5,6,8)

Direct Total Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 2,3,4)) + ProcessingTime[AFM] (ContactType = 7)


Total Handling Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 2)


Total Handling Time



Total Handling Time



Total Handling Time

ProcessingTime[AFM] (ContactType = 7)

Busy Average Time BusyDur[ASFM]/(BusyCount[ASFM] + AdditionalBusyCount[ASFM])

Ringing Average Time RingTime[AFM] (ContactType = 1,2,3,4,5) / ((NumOfferedPrim[AFM] + NumOfferedOver[AFM] + NumOfferedOther[AFM] (ContactType = all)) + AdditionalRingCount[AFM])

Routed Talked Average Time TalkTime[AFM] / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM) (ContactType = 1,5)

Routed Held Average Time HoldTime[AFM] / (HoldCountPrim[AFM] + HoldCountOver[AFM] + HoldCountOther[AFM] + AdditionalHoldCount[AFM]) (ContactType = 1,5)

Routed Consulted

Average Time ConsultTime[AFM] / (ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] + AdditionalConsultCount[AFM]) (ContactType = 1,5)

Routed Processing

Average Time ProcessingTime[AFM] / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalProcessingCount[AFM]) (ContactType = 5,6,8))


Average Time PostProcessingTime[AFM]) (ContactType = 1,5,6,8) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM]) + AdditionalPostProcessingCount[AFM]) (ContactType = 1,5,6,8))





app_a_dc.fm


All Average Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = all)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] + AdditionalPostProcessingCount[AFM]) (ContactType = all))


Average Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] (ContactType = all)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] ) + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] (ContactType = all))

Routed Average Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6,8)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] + AdditionalPostProcessingCount[AFM] (ContactType = 1,5,6,8))



(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + (ContactType = 1,5,6,8)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] (ContactType = 1,5,6,8))

Direct Average Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 2,3,4)) + ProcessingTime[AFM] (ContactType = 7) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] + AdditionalPostProcessingCount[AFM] (ContactType = 2,3,4,7))



(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 2)) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] (ContactType = 2))




app_a_dc.fm





(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 3)) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] (ContactType = 3))



(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 4)) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM]\ + AdditionalConsultCount[AFM] (ContactType = 4))



ProcessingTime[AFM] / (NumHandledPrim[AFM] + AdditionalProcessingCount[AFM])) (ContactType = 7)

Idle Percentage Time

IdleDur[ASFM] * 100 /LogonTime[ASFM]

Busy Percentage Time

BusyDur[ASFM] * 100 /LogonTime[ASFM]

Away Percentage Time

AwayDur[ASFM] * 100 /LogonTime[ASFM]

Ringing Percentage Time

RingTime[AFM] (ContactType = 1,2,3,4,5) * 100 /LogonTime[ASFM]

Other Percentage Time

(DialingDur[ASFM] + QueuedDur[ASFM] + OutOfServiceDur[ASFM] + LineBusyDur[ASFM] + UnknownDur[ASFM] + PendingTime[AFM]) * 100 / LogonTime[ASFM]

Post-processing

Percentage Time

PostProcessingTime[AFM] (ContactType = 1,5,6,8) * 100 / LogonTime[ASFM]

All Percentage Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM](ContactType = all)) * 100 /LogonTime[ASFM]


Percentage Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM]) (ContactType = all)) * 100 /LogonTime[ASFM]

Routed Percentage Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6,8)) * 100/LogonTime[ASFM]



(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] (ContactType = 1,5,6,8)) * 100/LogonTime[ASFM]

Direct Percentage Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 2,3,4)) + ProcessingTime[AFM] (ContactType = 7) * 100 /LogonTime[ASFM]





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A.5.1.2 User cumulative and historical statistic calculations (User by Queue)

For descriptions of the statistics based on the calculations in this section, see Section 4.3.1.2, “User historical statistics (User by Queue)”, on page 96.



(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]) (ContactType = 2) * 100 /LogonTime[ASFM]









ProcessingTime[AFM] (ContactType = 7) * 100 /LogonTime[ASFM]


Name (none) AgentKey[AR]

User ID (none) AgentKey[AR]

Location (none) AgentLocation[AR]

Queue (none) CallTypeKey[CR]

Source (none) Origin[CR]

Offered Routed Contacts

count(*) from [AR] where jointype[AR] <> 1 and ContactType[AR] in (1, 5, 6, 8)

Initiated Routed Contacts

count(*) from [AR] where jointype[AR] = 1 and ContactType[AR] in (1, 5, 6, 8)

Handled Routed Contacts

count(*) from [AR] where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47)

Deferred Routed Contacts

sum(holdquantity) from [AR] where ContactType = 6

Held Routed Contacts

count(*) from [AR] where ContactType in (1, 5) and holdquantity > 0

Consulted Routed Contacts

count(*) from [AR] where consultholdquantity >0

Undelivered Routed Contacts

count(*) from [AR] where TermType = 48

Table 34 User cumulative and historical statistic calculations (User by Queue)




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A.5.2 Group cumulative and historical statistic calculations

For descriptions of the statistics based on the calculations in this section, see Section 4.3.2, “Group cumulative and historical statistics”, on page 98.

Unhandled Routed Contacts

count(*) from [AR] where TermType in (12, 16, 19, 20, 30, 39, 46)

Reserved Routed Contacts

count(*) from [AR] where sequencenumber[AR] = assignedagent[CR] and calltypestepnum[CR] = 9998

Abandoned While Ringing

Routed Contacts

count(*) from [AR] where TermType = 3 and JoinType <> 1

Transferred Routed Contacts

count(*) from [AR] where TermType in (9, 13, 14, 17, 21, 23,36)

Routed Deferred

Average Time Sum(totholdtime[AR]) / sum(holdquantity[AR]) where ContactType = 6

Routed Consulted

Average Time Sum(totconsultholdtime[AR]) / Sum(consultholdquantity[AR])

Routed Held Average Time Sum(totholdtime[AR]) / sum(holdquantity[AR]) where ContactType in (1, 5)


Average Time Sum(totpostprocessingtime[AR]) / count(*) from [AR] where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47) and ContactType[AR] in (1, 5, 6, 8)

All Average Handling Time

Sum(Tothandlingtime[AR] + Totpostprocessingtime[AR]) / count(*) from [AR] where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47) and ContactType[AR] in (1, 5, 6, 8)



Sum(Tothandlingtime[AR]) / count(*) from [AR] where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47) and ContactType[AR] in (1, 5, 6, 8)


Name (none) GroupKey[GFM] or [GSFM]

Time Interval (none) Recordtimestamp[GFM] or [GSFM]

All Received Contacts NumReceivedPrim[GFM] + NumReceivedOver[GFM]

Primary Received Contacts NumReceivedPrim[GFM]

Overflow Received Contacts NumReceivedOver[GFM]

Offered Elsewhere

Received Contacts NumRHOE[GFM]

Table 35 Group cumulative and historical statistic calculations


Table 34 User cumulative and historical statistic calculations (User by Queue)



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A.5.3 Contact historical statistic calculations

For descriptions of the statistics based on the calculations in this section, see Section 4.3.3, “Contact historical statistics”, on page 100.

All Offered Contacts NumOfferedPrim[GFM] + NumOfferedOver[GFM]

Primary Offered Contacts NumOfferedPrim[GFM]

Overflow Offered Contacts NumOfferedOver[GFM]

All Consulted Contacts NumConsultPrim[GFM] + NumConsultOver[GFM]

Primary Consulted Contacts NumConsultPrim[GFM]

Overflow Consulted Contacts NumConsultOver[GFM]

All Transferred Contacts

NumTransferPrim[GFM] + NumTransferOver[GFM]

Primary Transferred Contacts

NumTransferPrim[GFM]

Overflow Transferred Contacts

NumTransferOver[GFM]

Interval Start Waiting Contacts WaitCountBegin[GFM]

Interval End Waiting Contacts WaitCountEnd[GFM]

Maximum Logged On User MaxCounLogOn[GSFM]

Minimum Logged On User MinCountLogOn[GSFM]

Average Logged On User TotLogonTime[GSFM] /Period[GSFM]


Source (none) Monitored source’s name defined in the Manager application.

Queue Name (none) CallTypeKey[CR]

Destination (none) OrigDestination[CR]

Abandon Rate (none) (count(*) from [CR] where ContactType in (1, 6, 8) and WaitResolution = 2) / (count(*) from [CR] where ContactType in (1, 6, 8))

Received Contacts count(*) from [CR] where ContactType in (1, 6, 8)

Answered Contacts count(*) from [CR] where ContactType in (1, 6, 8) and WaitResolution = 1

Abandoned Contacts count(*) from [CR] where ContactType in (1, 6, 8) and WaitResolution = 2

Table 36 Contact historical statistic calculations


Table 35 Group cumulative and historical statistic calculations (Fortsetzung)


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Redirected Contacts count(*) from [CR] where ContactType in (1, 6, 8) and WaitResolution = 3

System disconnected

Contacts count(*) from [CR] where ContactType in (1, 6, 8) and TermType = 35

Requeued Contacts count(*) from [CR] where ContactType in (1, 6, 8) and TermType = 7

Auto-handled E-mail

Contacts count(*) from [CR] where ContactType in (1, 6, 8) and TermType in (32, 34)

Transferred Out of Scope

Contacts count(*) from [CR] where ContactType in (1, 6, 8) and TermType in (9, 12, 13, 14, 16, 17, 20, 21, 23, 30, 36)

Average Waiting

Contact Time Sum(WaitTime) / count(*) from [CR] where ContactType in (1, 6, 8)

Average Contact Time Sum(ContactComplete) / count(*) from [CR] where ContactType in (1, 6, 8)


Contact Time Sum(CallEnd) / count(*) from [CR] where contacttype in (1, 6, 8)


Contact Time Sum(ContactComplete - CallEnd) / count(*) from [CR] where contacttype in (1, 6, 8)


Table 36 Contact historical statistic calculations



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A.5.4 Callback cumulative and historical statistic calculations

The statistics that are available in callback cumulative and historical reports depend on the Report By option used when creating the report. For more information, see Section 2.4.4, “Report By options”, on page 23.

A.5.4.1 Callback cumulative and historical statistic calculations (Queue or Aggregate)

For descriptions of the statistics based on the calculations in this section, see Section 4.3.4.1, “Callback cumulative and historical statistics (Queue or Aggregate)”, on page 101.


Name (none) The servers (Reporting and Real-Time) provide the queue or aggregate key only. The Manager application associates the key with the actual name.

Callbacks (none) NumCallbacks[CB15]

Tries (none) NumTries[CB15]

Attempts (none) NumAttempts[CB15]

Attempted more than once

(none) NumAttemptsMoreThanOnce[CB15]

Successful (none) NumSuccessful[CB15]

Percentage Successful

(none) NumSuccessful[CB15] / ( NumSuccessful[CB15] + NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] + NumTimedOut[CB15])

Percentage Unsuccessful

(none) (NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] + NumTimedOut[CB15]) / ( NumSuccessful[CB15] + NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] + NumTimedOut[CB15])

Queued Before (none) NumCallbacksReq[CB15]

Requeued out (none) NumRequeued[CB15]

All Unsuccessful NumDeleted[CB15] + NumMaxRetry[CB15] + NumSheduledExpired[CB15] + NumTimedOut[CB15]

Reached Maximum Retry

Unsuccessful NumMaxRetry[CB15]

Expired Unsuccessful NumScheduledExpired[CB15]

Table 37 Callback cumulative and historical statistic calculations (Queue or Aggregate)


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A.5.4.2 Callback historical statistic calculations (Result)

For descriptions of the statistics based on the calculations in this section, see Section 4.3.4.2, “Callback historical statistics (Result)”, on page 103.

Timed Out Unsuccessful NumTimedOut[CB15]

Deleted Unsuccessful NumDeleted[CB15]

Average Contact Time (TotContactTime[CB15] + TotPostProcessingTime[CB15]) /(NumCallbacks[CB15] + AdditionalCallbacksCount[CB15] + AdditionalPostProcessingCount[CB15])


Contact Time TotContactTime[CB15] / (NumCallbacks[CB15] + AdditionalCallbacksCount[CB15])


Contact Time TotPostProcessingTime[CB15]/(NumCallbacks[CB15] + AdditionalCallbacksCount[CB15])

Column Column Calculation

Attempts (none) NumAttempts[CB]

Origin (none) CallOrigin[CB]

Queue Name (none) CallTypeKey[CB]

Result (none) FinalResult[CB]

Tries (none) NumTries[CB]

Telephone Number Last Try OrigDestination[CR]

Time Last Try CallStart[CR] + offset from UTC (Coordinated Universal Time)

User Name Last Try FinalAgentKey[CB]

Table 38 Callback historical statistic calculations (Result)


Table 37 Callback cumulative and historical statistic calculations (Queue or Aggregate) (Fortsetzung)



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A.5.5 Queue cumulative and historical statistic calculations

The statistics that are available in queue cumulative and historical reports depend on the Report By option that is used when generating the report. For more information, see Section 2.4.4, “Report By options”, on page 23.

A.5.5.1 Queue cumulative and historical statistic calculations (Queue or Aggregate)

For descriptions of the statistics based on the calculations in this section, see Section 4.3.5.1, “Queue cumulative and historical statistics (Queue or Aggregate)”, on page 103.


Name (none) Calltypekey[CT15]

Service Level (none) 8 formulassp_SvcLvlNum / sp_SvcLvlDenom (where sp_ = Stored Procedure Name)

Abandon Rate (none) NumAbandoned[CT15] / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15] + NumAbandoned[CT15] + NumRedirectedOutScope[CT15] + NumRedirectedNetOut[CT15])

Answer Rate (none) (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15])/ (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15] + NumAbandoned[CT15] + NumRedirectedOutScope[CT15] + NumRedirectedNetOut[CT15])


(none) NumReceivedNetIn[CT15]/ NumReceived[CT15]


(none) NumRedirectedNetOut[CT15]]/ (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15] + NumAbandoned[CT15] + NumRedirectedOutScope[CT15] + NumRedirectedNetOut[CT15])

All Received Contacts

NumReceived[CT15]

Requeued Received Contacts

NumReceivedReq[CT15]

Table 39 Queue cumulative and historical statistic calculations (Queue or Aggregate)


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Networked In Received Contacts

NumReceivedNetIn[CT15]

All Redirected Contacts

NumRedirectedOutScope[CT15] + NumRedirectedNetOut[CT15]

Out of Scope Redirected Contacts

NumRedirectedOutScope[CT15]

Networked Out Redirected Contacts

NumRedirectedNetOut[CT15]

Out of Scope Transferred Contacts

NumTransferredOut[CT15

All Average Wait Time

TotWaitTime[CT15] / (NumReceived[CT15] + WaitCountBegin[CT15])

Answered Average Wait Time

TotAnsWaitTime[CT15] / (NumAnsweredPrim[Ct15] + NumAnsweredOver[CT15])

Abandoned Average Wait Time

TotAbanWaitTime[CT15] / NumAbandoned[Ct15]

Redirected Average Wait Time

TotRedirectWaitTime[CT15]/ (NumRedirectedOutScope[CT15] + NumRedirectedNetOut[CT15])

All Maximum Wait Time

max(MaxWaitTime[CT15])

Answered Maximum Wait Time

MaxAnsWaitTime[CT15]

Abandoned Maximum Wait Time

MaxAbanWaitTime[CT15]

Redirected Maximum Wait Time

MaxRedirectWaitTime[CT15]

All Answered Contacts

NumAnsweredPrim[CT15] + NumAnsweredOver[CT15]

1 Interval Answered Contacts

Answered1[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15])








Table 39 Queue cumulative and historical statistic calculations (Queue or Aggregate) (Fortsetzung)



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Primary Answered Contacts

NumAnsweredPrim[CT15]

Overflow Answered Contacts

NumAnsweredOver[CT15]

All Abandoned Contacts

NumAbandoned[CT15]

1 Interval Abandoned Contacts

Abandoned1[CT15] * 100 / NumAbandoned[CT15]









Minimum Queued Contacts MinCountWaiting[CT15]

Average Queued Contacts TotWaiting[CT15] / Period[CT15]

Maximum Queued Contacts MaxCountWaiting[CT15]

Interval Start Queued Contacts WaitCountBegin[CT15]

Interval End Queued Contacts WaitCountEnd[CT15]

Minimum Overflowed Contacts

MinCountOverflows[CT15]

Average Overflowed Contacts

NumOverflows[CT15] / (NumReceived[CT15] + WaitCountBegin][CT15])

Maximum Overflowed Contacts

MaxCountOverflows[CT15]

Average User Involvement Time

(UserInvolvedTime[CT15] + TotPostProcessingUserTime[CT15]) / (NumAnsweredPrim[CT15] + NumAnswered[CT15] + AdditionalHandledCount[CT15] + AdditionalPostProcessingCount[CB15])


User Involvement Time

UserInvolvedTime[CT15] / (NumAnsweredPrim[CT15] + NumAnswered[CT15] + AdditionalHandledCount[CT15])




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TotPostProcessingUserTime [CT15] / (NumAnsweredPrim[CT15] + NumAnswered[CT15] + AdditionalHandledCount[CT15] )

Total User Involvement Time

UserInvolvedTime[CT15] + TotPostProcessingUserTime[CT15]



UserInvolvedTime[CT15]



TotPostProcessingUserTime [CT15]

Total Contact Time TotContactTime[CT15] + TotPostProcessingContactTime[CT15]


Contact Time TotContactTime[CT15]


Contact Time TotPostProcessingContactTime [CT15]

Average Contact Time (TotContactTime[CT15] + TotPostProcessingContactTime[CT15]) / (NumReceived[CT15] + AdditionalContactCount[CT15] + AdditionalPostProcessingCount[CT15])


Contact Time TotContactTime[CT15] / (NumReceived[CT15] + AdditionalContactCount[CT15])


Contact Time TotPostProcessingContactTime [CT15] / (NumReceived[CT15] + AdditionalContactCount[CT15])

Total Deferred Time TotDeferTime[CT15]

Average Deferred Time TotDeferTime[CT15] / (DeferCount[CT15] + DeferInProgress[CT15])

Total Externally Consulted E-mail Time

TotConsultOutTime[CT15]

Average Externally Consulted E-mail Time

TotConsultOutTime[CT15] / (ConsultOutCount[CT15] + ConsultOutInProgress[CT15])





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A.5.5.2 Queue historical statistic calculations (Queue by User)

For descriptions of the statistics based on the calculations in this section, see Section 4.3.5.2, “Queue historical statistics (Queue by User)”, on page 108.


Name (none) CallTypeKey[CR]

User (none) AgentKey[AR]

Source (none) Origin[CR]

Received Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6, 8)

Answered Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6, 8) and WaitResolution[CR] = 1

Abandoned Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6, 8) and WaitResolution[CR] = 2

Held Contacts count(*) from [CR] where ContactType[AR] in (1, 5) and HoldQuantity[AR] > 0

Deferred Contacts Sum(HoldQuantity[AR]) where ContactType[AR] = 6

Redirected Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6, 8) and WaitResolution[CR] = 3

Reserved Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6, 8) and CallTypeStepNum[CR] = 9998

Consulted Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6, 8) and ConsultHoldQuantity[AR] >0

Average Contact Time Sum(ContactComplete[CR])/ count(*) from [CR] where ContactType[CR] in(1, 5, 6, 8)


Contact Time Sum(CallEnd[CR])/ count(*) from [CR] where ContactType[CR] in (1, 5, 6, 8)

Consulted Average Time Sum(TotConsultHoldTime[AR]) / count(*) from [CR] where ContactType[CR] in (1, 5, 6, 8) and ConsultHoldQuantity[AR] >0

Held Average Time [Sum(TotHoldTime[AR]) / (count(*) from [CR] where HoldQuantity[AR] > 0)] where ContactType[AR] in (1, 5)

Deferred Average Time Sum(TotHoldTime[AR]) / Sum(HoldQuantity[AR]) where ContactType[AR] = 6

Waiting Average Time (Sum(WaitTime[CR]) / count(*) from [CR] ) where ContactType[CR] in (1, 5, 6, 8)

Post-processing

Average Time Sum(ContactComplete[CR] - CallEnd[CR])/ count(*) from [CR] where ContactType[CR] in (1, 5, 6, 8)

Table 40 Queue historical statistic calculations (Queue by User)


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A.5.6 Destination cumulative and historical statistic calculations

For descriptions of the statistics based on the calculations in this section, see Section 4.3.6, “Destination cumulative and historical statistics”, on page 110.


Destination (none) ResourceKey[DNIS15]

Abandon Rate (none) NumAbandoned[DNIS15]*100 / (NumAnswered[DNIS15] + NumAbandoned[DNIS15] + NumRedirectedOutScope[DNIS15] + NumRedirectedNetOut[DNIS15])


(none) NumReceivedNetIn[DNIS15] * 100 / NumReceived[DNIS15]


(none) NumRedirectedNetOut[DNIS15] * 100 / (NumAnswered[DNIS15] + NumAbandoned[DNIS15] + NumRedirectedOutScope[DNIS15] + NumRedirectedNetOut[DNIS15])

Received Contacts NumReceived[DNIS15]

Received Networked In

Contacts NumReceivedNetIn[DNIS15]

Answered Contacts NumAnswered[DNIS15]

Abandoned Contacts NumAbandoned[DNIS15]

Redirected Out of Scope

Contacts NumRedirectedOutScope[DNIS15]

Redirected Networked Out

Contacts NumRedirectedNetOut[DNIS15]

Redirected Contacts NumRedirectedOutScope[DNIS15] + NumRedirectedNetOut[DNIS15]

System Disconnected

Contacts DisconnectedCount[DNIS15]

Requeued Contacts RequeuedCount[DNIS15]

Auto-handled E-mail

Contacts AutoHandledCount[DNIS15]

Average Waiting Contact Time TotalWaitTime[DNIS15] / (NumReceived[DNIS15] + InProgressStart[DNIS15])

Total Contact Time TotalContactTime[DNIS15] + TotPostProcessingTime[DNIS15]


Contact Time TotalContactTime[DNIS15]


Contact Time TotPostProcessingTime [DNIS15]

Table 41 Destination cumulative and historical statistic calculations



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A.5.7 Workflow cumulative and historical statistic calculations

For descriptions of the statistics based on the calculations in this section, see Section 4.3.7, “Workflow cumulative and historical statistics”, on page 112.

Average Contact Time (TotalContactTime[DNIS15] + TotPostProcessingTime[DNIS15]) / (NumReceived[DNIS15] + AdditionalContactCount[DNIS15] + AdditionalPostProcessingCount[DNIS15])


Contact Time TotalContactTime[DNIS15] / (NumReceived[DNIS15] + AdditionalContactCount[DNIS15])


Contact Time TotPostProcessingTime [DNIS15] / (NumReceived[DNIS15] + AdditionalContactCount[DNIS15])

Interval Start Unhandled Contacts

InProgressStart[DNIS15]

Interval End Unhandled Contacts

InProgressEnd[DNIS15]


Name (none) WorkflowKey[WFF]

Abandon Rate (none) AbandonedCount[WFF]/ (AbandonedCount[WFF] + AnsweredCount[WFF] + TransferredCount[WFF] + TransferredToIVRCount[WFF] + SystemDisconnectedCount[WFF] + LinkedOutCount[WFF] + EnqueuedCount[WFF] + AutoRespondedCount[WFF])

Abandoned Contacts AbandonedCount[WFF]

Answered Contacts AnsweredCount[WFF]

Auto-responded Contacts AutoRespondedCount[WFF]

Enqueued Contacts EnqueuedCount[WFF]

Enqueued to Error Queue

Contacts EnqueuedToErrorQCount[WFF]

Linked Contacts LinkedOutCount[WFF]

Received Contacts NumReceived[WFF]

System Disconnected

Contacts SystemDisconnectedCount[WFF]

Table 42 Workflow cumulative and historical statistic calculations


Table 41 Destination cumulative and historical statistic calculations


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A.5.8 Call Director component cumulative and historical statistic calculations

For descriptions of the statistics based on the calculations in this section, see Section 4.3.8, “Call Director component cumulative and historical statistics”, on page 113.

Transferred Contacts TransferredCount[WFF]

Transferred to IVR Contacts TransferredToIVRCount[WFF]

Average Contact Time TotalTime[WFF]/(NumReceived[WFF] + InProgressStart[WFF])

Total Contact Time TotalTime[WFF]

Interval Start Unhandled Contacts

InProgressStart[WFF]

Interval End Unhandled Contacts

InProgressEnd[WFF]


Name (none) NodeKey[CDCF]

Customer Abandon Rate

(none) AbandonedCount[CDCF] / (AbandonedCount[CDCF] + NormalExitCount[CDCF] + FastPathExitCount[CDCF] + NoEntryExitCount[CDCF] + ErrorExitCount[CDCF] + NavigationExitCount[CDCF])

Customer Abandoned

Components AbandonedCount[CDCF]

Error Exit Components ErrorExitCount[CDCF]

Exited Components NormalExit[CDCF] + FastPathExit[CDCF] + ErrorExit[CDCF] + NoEntryExit[CDCF] + NavigationExitCount[CDCF]

Fast Path Exit Components FastPathExitCount[CDCF]

Invoked Components InvokedCount[CDCF]

Navigation Exit Components NavigationExitCount[CDCF]

No Entry Exit Components NoEntryExitCount[CDCF]

Normal Exit Components NormalExitCount[CDCF]

Average Component Time TotalTime[CDCF] /(InvokedCount[CDCF] + InProgressStart[CDCF])

Table 43 Call Director component cumulative and historical statistic calculations


Table 42 Workflow cumulative and historical statistic calculations



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A.5.9 Wrap-up reason cumulative and historical statistic calculations

For descriptions of the statistics based on the calculations in this section, see Section 4.3.9, “Wrap-up reason cumulative and historical statistics”, on page 115.

Total Component Time TotalTime[CDCF]

1 Menu Key MenuExitKey_1Count[CDCF]










* Menu Key MenuExitKey_StarCount[CDCF]

# Menu Key MenuExitKey_PoundCount[CDCF]

Help Navigation HelpCount[CDCF]

Operator Navigation OperatorCount[CDCF]

Previous Step Navigation PreviousStepCount[CDCF]

Repeat Navigation RepeatCount[CDCF]

Root Step Navigation RootStepCount[CDCF]

Interval Start In Progress InProgressStart[CDCF]

Interval End In Progress InProgressEnd[CDCF]


Name (none) AgentKey[WRF]

Reason (none) ReasonKey[WRF]

Count (none) ReasonCount[WRF]

User ID (none) AgentKey[WRF]

Location (none) AgentLocation[WRF]

Table 44 Wrap-up reason cumulative and historical statistic calculations


Table 43 Call Director component cumulative and historical statistic calculations (Fortsetzung)


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A.5.10 Routing state reason cumulative and historical statistic calculations

For descriptions of the statistics based on the calculations in this section, see Section 4.3.10, “Routing state reason cumulative and historical statistics”, on page 115.

A.5.11 Post-processing reason cumulative and historical statistic calculations

For descriptions of the statistics based on the calculations in this section, see Section 4.3.11, “Post-processing reason cumulative and historical statistics”, on page 116.


Name (none) AgentKey[ASRF]

Reason (none) RoutingStateReasonKey[ASRF]

Count Routing State RoutingStateReasonCount[ASRF]

User ID (none) AgentKey[ASRF]

Location (none) AgentLocation[ASRF]

Total Time Routing State RoutingStateReasonDuration[ASRF]

Average Time Routing State RoutingStateReasonDuration[ASRF]/ (RoutingStateReasonCount[ASRF] + AdditionalRoutingStateReasonCount[ASRF])

State Presence State PresenceState[ASRF]

Count Presence State PresenceStateCount[ASRF]

Total Time Presence State PresenceStateDuration[ASRF]

Average Time Presence State PresenceStateDuration[ASRF]/ (PresenceStateCount[ASRF] + AdditionalPresenceStateCount[ASRF])

Table 45 Routing state reason cumulative and historical statistic calculations


Name (none) AgentKey[PPRF]

Reason (none) ReasonKey[PPRF]

User ID (none) AgentKey[PPRF]

Location (none) AgentLocation[PPRF]

Count (none) ReasonCount[PPRF]

Total Time (none) ReasonDuration[PPRF]

Average Time (none) ReasonDuration[PPRF]/ (ReasonCount[PPRF] + AdditionalReasonCount[PPRF])

Table 46 Post-processing reason cumulative and historical statistic calculations


Index

Index

Aabandon rate

by Call Director component 113by destination 110by queue 104by workflow 112current, by queue 84

abandoned contactsaverage wait time, by queue 105count, by Call Director component 113count, by destination 110count, by queue 104count, by queue by user 109count, by source 100count, by workflow 112defined 137finished in Call Director or IVR 21maximum wait time, by queue 106since shift start, by queue 85time interval breakdown 104while ringing count, by user 96

Active presence state, defined 134activity reports

introduced 16reporting level restriction 16scheduled callback statistics 121source statistics 119user statistics 117

aggregate level reports, using Report By option 24alarms, in real-time reports 10answer rate

by queue 104current, by queue 84

answered contactsaverage wait time, by queue 105by queue, since shift start 85count, by destination 110count, by queue 105count, by queue by user 109count, by source 100count, by workflow 112defined 138finished in Call Director or IVR 21maximum wait time, by queue 106time interval breakdown 105

auto-handled e-mail messages

count, by destination 110count, by source 100

Available routing state, defined 135average time

contacts were consulted out, by queue 109spent in user handling and presence states 90spent on consulted contacts 96to complete callbacks 102to handle contacts 89

averages, simple vs. weighted 125Away presence state

defined 134percentage time 92users in, by group 81

Bbar charts, in real-time reports 11Busy presence state

defined 134percentage time, by user 92users in, by group 81

CCall Director component reports

cumulative/historical statistics available 113introduced 17

Call Director, contacts finished in 21callback reports

activity statistics 121cumulative/historical statistics available 101introduced 17real-time statistics available 83

central reportingdifferences from local reporting 25reporting level details 19resources grouped by site 25

chartingcumulative reports, introduced 14real-time reports, introduced 11

Classification contact state, defined 136conferencing statistics 123consultations, time setting 20consulted contacts

average time, by user 96average time, queue by user 109average/total time, by queue 106count, by queue by user 109

Index


Index

routed count, by user 93, 96total time, by user 95treatment count breakdown, by group 98

Consulting handling state, defined 133contact reports

about 17historical statistics available 100lengthy unanswered state 130real-time statistics available 82

contact states, defined 136contact types, defined 135contacts

average handling time, by queue by user 109average post-processing time, by queue by

user 109average/total completion time, by queue 105current handling time, user 78current waiting, by group 81destinations of current 82detailed activity reports 16eligible to handle, current 82handling time 140media of current 82oldest in queue 85priority, current 82source of 139source of, current 82type currently handling, user 78wait time, current 82

cumulative reportscharting 14destination statistics available 110, 113group statistics available 98intervals 15introduced 14media options 87Post-processing reason statistics available 116predefined 44routing state reason statistics available 115trend line 14user reporting level restriction 19workflow statistics available 112Wrap-up reason statistics available 115

DDeferred contact state, defined 136deferred contacts

average handling time, by queue by user 109average time, by user 96average/total time, by queue 106count, by queue by user 109recalled, by user 90

routed count, by user 93, 96defining reports 7deleted resources 123department level reports

using Report By option 23Department reporting level 19destination reports

cumulative/historical statistics available 110, 113introduced 17

Dialing handling state, defined 133direct contacts

average handling time user breakdowns 89current handling, by group 81defined 135handled count, by user 90initiated count, by user 91offered count, by user 91percentage handling time, by user 92total handling time, by user 94

disabled features 123discarded contacts, routed count, by user 93disconnected contacts

count, by destination 111count, by source 100count, by workflow 112

documentationformatting conventions 7intended audience 7providing feedback 8

Eexternally consulted contacts

recalled, by user 90state, defined 136

Fformulas, Manager application 20Full reporting level 19

Ggenerating reports 7group reports

cumulative/historical statistics available 98introduced 17real-time statistics available 80

Hhandled contacts

average time user breakdowns 89average time, by user 89, 96count breakdowns, by user 90current, by group 81handling time, current contact 78


Index

percentage handling time breakdown, by user 92routed count, by user 97

handling statesdefined 133history of changes 16

handling timeaverage/total, by queue 105defined 140

held contactsaverage handling time, by queue by user 109average time, by user 90, 96routed overflow/primary count, user 93

high availability (warm standby), affect on statistics 124historical reports

contact statistics available 100destination statistics available 110, 113group statistics available 98introduced 12locations in different time zones 26media options 87Post-processing reason statistics available 116predefined 50ranges and intervals 13routing state reason statistics available 115scheduling options 13time zone options 26user reporting level restriction 19workflow statistics available 112Wrap-up reason statistics available 115

Holding handling state, defined 133

IIdle presence state

defined 134percentage time 92users in, by group 81

incoming contactsaverage handling time user breakdowns 89defined 135handled count, by user 90percentage handling time, by user 92total handling time, by user 94

initiated contactscount breakdowns, by user 91routed count, by user 97

internal contactsaverage handling time user breakdowns 89defined 135handled count, by user 90initiated count, by user 91percentage handling time, by user 92total handling time, by user 94

intervalsabsent from report 13, 15breakdown of abandoned contacts 104breakdown of answered contacts 105in cumulative reports 15introduced 13reconciling numbers issues 127retention of rollup data 127start/end Call Director component count 114start/end unhandled contacts, by destination 111start/end unhandled contacts, by workflow 113start/end waiting contacts, by group 99start/end waiting contacts, by queue 107

IVR Suspended contact state, defined 136IVRs, contacts finished in 21

Llegend, for statistic tables 77Line Busy handling state, defined 133Line Queued handling state, defined 133locations, options in user activity reports 16log on/off

first logon details 90group statistics 98last logoff details 91

Logged Offpresence state, defined 134routing state, defined 135

Logged On user count, by group 81

MManager application settings 20maximum routed handling time, by user 88media

associated with queue 84currently logged on, user 78first logon details, user 90last logoff details, user 91of current contacts 82user report options 87

Media Suspended contact state, defined 136multitenant environment, how statistics are tracked 124

NNetwork Suspended contact state, defined 136networked in contacts

count, by destination 110in current shift, by queue 85rate, by destination 110rate, by queue 104received count, by queue 107

networked out contacts


Index

count, by destination 110count, by queue 107in current shift, by queue 85rate, by destination 110rate, by queue 104

Ooffered contacts

count, by user 91overflow/primary counts, by group 98reconciling numbers 128, 129state defined 139

oldest contact in queue 85OpenScape Voice, issues that affect statistics 124options, Manager application 20outgoing contacts

average handling time user breakdowns 89defined 135handled count, by user 90initiated count, by user 91percentage handling time, by user 92total handling time, by user 94

overflowanswered count, by queue 105average/maximum/minimum, by queue 106consulted out count, by group 98current waiting, by queue 85offered count 99offered count, by user 92received count 99ringing, abandoned count, by user 89routed, handled counts, by user 91routed, held count, by user 93transferred out count 99

PPending contact state, defined 136Pending handling state

defined 134total time, by user 95

pick scenarios, contact reports 130Post-processing contact state, defined 136Post-processing handling state

average time, by user 90average time, by user by queue 96defined 134percentage time, by user 93total time, by user 95

Post-processing reason reportscumulative/historical statistics available 116introduced 17

predefined reports, listed by resource type 33

presence state, current, user 79presence states, defined 134previous day comparison 15primary

answered count, by queue 105contacts waiting, current 81offered count 99received count 99ringing, abandoned count, by user 89routed, handled counts, by user 91routed, held count, by user 93transferred out count 99

priority, current contacts 82Processing handling state

average time, by user 90defined 134total time, by user 95

Qqueue by user level reports

historical statistics available 108using Report By option 24

queue real-time reportsincluding ringing and unanswered contacts 22using weighted averages 22

queue reportsintroduced 17real-time statistics available 84

Queued contact state, defined 136queued contacts, by queue, current 85queues, inclusion in site reports 22

Rranges in historical reports 13real-time reports

alarms and thresholds 10callback statistics available 83charting in 11contact statistics available 82group statistics available 80introduced 9predefined 35queue statistics available 84site (networked) statistics available 86statistics available 77user statistics available 78

recalled contacts, count, by user 90received contacts

count, by destination 110count, by queue 107count, by queue by user 109count, by source 100


Index

count, by workflow 112primary/overflow counts 99reconciling numbers 129since shift start, by queue 85

redirected contactsaverage wait time, by queue 105by queue, in current shift 85count, by queue 107count, by queue by user 109count, by source 100maximum wait time, by queue 106received count, by queue 107state defined 139

Report By option, about 23reporting level

license restriction 19user activity report restriction 16

requeued contactscount, by destinations 111count, by queue 107count, by source 100count, by user 93state defined 139

reserved contactscount, by queue by user 109count, by user by queue 97offered to user 91state defined 136

result level callback reportshistorical statistics available 103using Report By option 24

retention, rollup data and interval totals 127Ringing handling state

abandon count, by user 96average time, by user 90defined 134maximum time exceeded, by user 93percentage time, by user 93total time, by user 95

rollup tables, retention and interval totals 127routed contacts

current handling, by group 81defined 135handled count, by user 91initiated count, by user 91percentage handling time, by user 92ring time maximum count, by user 93treatment count breakdowns, by user 93, 96undelivered to user 94undelivered to user, by queue 97unhandled by user 94unhandled, by user by queue 97

routing state reason reportscumulative/historical statistics available 115introduced 17

routing state, current, by user 79routing states

defined 135history of changes 16

Ssame day last week comparison 15scheduled callback reports 121Scheduled contact state, defined 136scheduling options 13service level

by queue 85, 104calculation of 20current/estimated, by site 86current/estimated/shift, by queue 85

settings, Manager application 20shifts, affect on statistics 21simple averages 125site (networked) reports

inclusion of specific queues 22introduced 17real-time statistics available 86

site level reports, using Report By option 24Site reporting level 19sources

activity report statistics 119average wait/handle times 100, 101detailed activity reports 16in contact reports 100of contacts 139of current contacts 82reports, introduced 17

statecontact, current time in 82current, user 79

statisticshow to read tables 77in activity reports 117in cumulative and historical reports 87in real-time reports 77

TTalking handling state

average time, by user 90defined 134total time, by user 95

terminated by user count 93thresholds, in real-time reports 10time


Index

current contact state 82handling contact 140handling current contact, user 78in current user presence state 79in current user presence state excluding direct

contacts 79time zones, options in historical reports

Central reporting site option 31introduced 26Remote site option 32User location option 29

time zones, options in user activity reports 16transferred contacts

count, by queue 108count, by source 100primary/overflow count breakdown 99routed count, by user 94

trend line, cumulative reports 14

Uunanswered contacts

lengthy, in contact reports 130state defined 137

Unavailable routing state, defined 135undelivered contacts

to user 94to user, by queue 97

unhandled contactsby user 94by user by queue 97state defined 139

unmonitored resources, tracking in contact reports 130user activity reports, reporting level restriction 19User by Queue level reports

historical statistics available 96using Report By option 24

user handling states, defined 133User Interaction contact state, defined 137user involvement time 108user presence states, defined 134user reports

activity statistics 117cumulative/historical statistics available 87introduced 17media options 87real-time statistics available 78reporting level restriction 19

user state changes, history of 16utilization

by site 86by user 88including idle time 20

Vviewing reports 7virtual group reports

introduced 17visible cues, in real-time reports 10

Wwait time

answer/abandon/redirect, by queue by user 109average, by destination 111average, by queue 84, 105average, by site 86current abandon/answer average, by queue 84current contacts 82including ringing and unanswered contacts 22including system suspended contacts 20including time before enqueue 20reconciling value, when calculated 128

waiting contactsaverage, by queue 107current, by group 81interval start/end, by group 99interval start/end, by queue 107maximum/minimum, by queue 107

weighted averagescalculating 125using in queue real-time reports 22

Work routing state, defined 135workflow reports

cumulative/historical statistics available 112introduced 17

Wrap-up reason reportscumulative/historical statistics available 115introduced 17


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