proprietary and copyright section · 2019. 12. 5. · table of contents vi eads telecom north...

Proprietary and Copyright Section

ii EADS Telecom North America –- 2556-003 MMMM MMMM

MMMMMMMM

Centergy Statistics Reference

EADS Telecom North America – 2556-003 iii

3rd Edition (March 26, 2003)

© Copyright 2003 EADS TELECOM North America. All rights reserved.

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

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

Contact Information

Address any reader comments to:

EADS TELECOM North America Technical Publications Manager, M/S 5A Liberty Plaza II 5057 Keller Springs Road Addison, TX 75001

You may also send email to [email protected].

What to Expect when Contacting Company

Technical Publications will email responses to customers within seven business days of the contact. Note that product support is not available through this email address. For product support, contact the EADS TELECOM North America Technical Service Center (TSC) at 1-800-729-1872. EADS TELECOM North America may use or distribute review comments and information without incurring obligation.

Trademarks and Acknowledgements

List any product registered trademarks and copyrights of the products included in this publication. Include such marks as:

PointSpan® and Centergy® are registered trademarks of EADS TELECOM North America.

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

mailto:[email protected]

Proprietary and Copyright Section

iv EADS Telecom North America –- 2556-003 MMMM MMMM

Revision History

The following represents the revision history of this document:

Revision Number

Date Completed

Point of Contact

Description

2556-003 03.28.2003 EADS TELECOM North America Inc. Technical Publications

Add statistics for satellite directory groups. See Appendix IV.

2556-002 01.15.2003 EADS TELECOM North America Inc. Technical Publications

See Appendix III

2556-001 04.09.2002 Intecom, Inc. Engineering and Product Management

Initial draft and preliminary internal publication release

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EADS Telecom North America – 2556-003 v

Table of Contents

About This Publication...................................................................................................... xlvii

Audience........................................................................................................................ xlvii

Organization .................................................................................................................. xlvii

Conventions Used In This Manual ............................................................................... xlviii

References ...................................................................................................................... xlix

Chapter 1 ..................................................................................................................................1

Centergy Statistics Introduction.............................................................................................1

Definitions...........................................................................................................................1

ACD Hierarchy....................................................................................................................2

Statistic Name Types...........................................................................................................3

Naming Conventions for Statistics......................................................................................3

Crystal Reports Formulas....................................................................................................4

The Formula Name Template: ......................................................................................4

The Crystal Reports Formula Name String Format ......................................................4

Duration Reporting, Averages, and Start Counters .............................................................6

Durations that Span only one Interval ..........................................................................6

Durations that Span more than one Interval .................................................................6

Weighted Averages for Rollup Statistics ............................................................................7

Event Processing .................................................................................................................8

Session Related Agent States ..............................................................................................8

Received Call Related Agent States ....................................................................................9

Types of Calls Received by Agents ..............................................................................9

Received Ring States ....................................................................................................9

Received Talk States...................................................................................................10

Received Hold States ..................................................................................................10

Placed Call Agent States ...................................................................................................11

Miscellaneous Agent States...............................................................................................11

Table of Contents

vi EADS Telecom North America –- 2556-003 MMMM MMMM

Chapter 2 ................................................................................................................................13

Agent Statistics.......................................................................................................................13

Information........................................................................................................................13

Agent Dirn (AgentDirn).............................................................................................13

Agent Id (AgentId).....................................................................................................13

Agent Name (AgentName) ........................................................................................13

Agent User Group (AgentUserGroup).......................................................................13

Agent Group Dirn (AgentGroupDirn) .......................................................................13

Agent Group User Group (AgentGroupUserGroup) .................................................13

Call Center (CallCenter) ............................................................................................14

(IntervalBegin)............................................................................................................14

(IntervalEnd)...............................................................................................................14

(SignOnTime) .............................................................................................................14

(SignOffTime) ............................................................................................................14

Caller Id.............................................................................................................................14

CallCenter Metrics ............................................................................................................15

Occupancy Rate (OccupancyRate) ............................................................................15

Service Level (ServiceLevel) ................................................................................15

Utilization, Pcnt (PcntUtil) ........................................................................................15

Abandoned Calls ...............................................................................................................15

Calls Aband - Count (CallsAband) ............................................................................15

Calls Aband Ringing - Ring Time (DurRingTimeAband).........................................15

Calls Aband Ringing Over ACD - Ring Time (DurRingTimeAbandOverAcd)........16

Calls Aband Ringing Over CTI - Ring Time (DurRingTimeAbandOverCti) ...........16

Calls Aband Ringing Pri ACD - Ring Time (DurRingTimeAbandPriAcd)..........16

Calls Aband Ringing Pri CTI - Ring Time (DurRingTimeAbandPriCti) ..................16

Calls Aband Threshold After - Count (CallsAbandAfterThres) ................................16

Calls Aband Threshold Within - Count (CallsAbandWithinThres)...........................16

Conference Calls ...............................................................................................................16

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EADS Telecom North America – 2556-003 vii

Calls Conf - Count (CallsConf) .................................................................................17

Calls Conf - Time (DurCallsConf) ............................................................................17

Calls Conf - Time, Avg (AvgDurConfCall) ..............................................................17

Calls Conf - Time, Pcnt (PcntConf)...........................................................................17

Calls Conf Placed - Count (CallsConfPlaced) ...........................................................17

Calls Conf Placed - Time (DurCallsConfPlaced) ......................................................17

Calls Conf Placed Ext - Count (CallsConfExternalPlaced) .......................................17

(CallsConfExternalPlacedStart)..................................................................................17

Calls Conf Placed Ext - Time (DurCallsConfExternalPlaced) ..................................18

Calls Conf Placed Int - Count (CallsConfInternalPlaced) .........................................18

(CallsConfInternalPlacedStart) ...................................................................................18

Calls Conf Placed Int - Time (DurCallsConfInternalPlaced) ....................................18

Calls Conf Non-ACD/CTI - Count (CallsConfReceived) .........................................18

Calls Conf Non-ACD/CTI - Time (DurCallsConfReceived) ....................................18

Calls Conf Non-ACD/CTI Ext - Count (CallsConfExternalRcvd)............................18

(CallsConfExternalRcvdStart) ....................................................................................18

Calls Conf Non-ACD/CTI Ext - Time (DurCallsConfExternalRcvd).......................19

Calls Conf Non-ACD/CTI Int - Count (CallsConfInternalRcvd) ..............................19

(CallsConfInternalRcvdStart) .....................................................................................19

Calls Conf Non-ACD/CTI Int - Time (DurCallsConfInternalRcvd).....................19

Calls Conf Over ACD - Count (CallsConfOverAcd) ................................................19

(CallsConfOverAcdStart) ...........................................................................................19

Calls Conf Over ACD - Time (DurCallsConfOverAcd) ...........................................19

Calls Conf Over CTI - Count (CallsConfOverCti) ....................................................19

(CallsConfOverCtiStart) .............................................................................................20

Calls Conf Over CTI - Time (DurCallsConfOverCti) ...............................................20

Calls Conf Pri ACD - Count (CallsConfPriAcd) .......................................................20

(CallsConfPriAcdStart)...............................................................................................20

Calls Conf Pri ACD - Time (DurCallsConfPriAcd) ..................................................20

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viii EADS Telecom North America –- 2556-003 MMMM MMMM

Calls Conf Pri CTI - Count (CallsConfPriCti)...........................................................20

(CallsConfPriCtiStart) ................................................................................................20

Calls Conf Pri CTI - Time (DurCallsConfPriCti)......................................................21

Consultation Calls .............................................................................................................21

Calls Consult - Count (CallsConst)............................................................................21

Calls Consult - Time (DurCallsConst).......................................................................21

Calls Consult - Time, Avg (AvgDurConstCall).........................................................21

Calls Consult - Time, Pcnt (PcntConst) .....................................................................21

Calls Consult Placed - Count (CallsConstPlaced) .....................................................21

Calls Consult Placed - Time (DurCallsConstPlaced) ................................................22

Calls Consult Placed Ext - Count (CallsConstExternalPlaced) .................................22

(CallsConstExternalPlacedStart).................................................................................22

Calls Consult Placed Ext - Time (DurCallsConstExternalPlaced) ............................22

Calls Consult Placed Int - Count (CallsConstInternalPlaced) ...................................22

(CallsConstInternalPlacedStart)..................................................................................22

Calls Consult Placed Int - Time (DurCallsConstInternalPlaced)...............................22

Calls Consult Non-ACD/CTI - Count (CallsConstReceived)....................................22

Calls Consult Non-ACD/CTI - Time (DurCallsConstReceived)...............................23

Calls Consult Non-ACD/CTI Ext - Count (CallsConstExternalRcvd) ......................23

(CallsConstExternalRcvdStart)...................................................................................23

Calls Consult Non-ACD/CTI Ext - Time (DurCallsConstExternalRcvd) .................23

Calls Consult Non-ACD/CTI Int - Count (CallsConstInternalRcvd) ........................23

(CallsConstInternalRcvdStart)....................................................................................23

Calls Consult Non-ACD/CTI Int - Time (DurCallsConstInternalRcvd) ...................23

Calls Consult Over ACD - Count (CallsConstOverAcd)...........................................23

(CallsConstOverAcdStart) ..........................................................................................24

Calls Consult Over ACD - Time (DurCallsConstOverAcd)......................................24

Calls Consult Over CTI - Count (CallsConstOverCti) ..............................................24

(CallsConstOverCtiStart)............................................................................................24

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EADS Telecom North America – 2556-003 ix

Calls Consult Over CTI - Time (DurCallsConstOverCti) .........................................24

Calls Consult Pri ACD - Count (CallsConstPriAcd) .................................................24

(CallsConstPriAcdStart) .............................................................................................24

Calls Consult Pri ACD - Time (DurCallsConstPriAcd) ............................................25

Calls Consult Pri CTI - Count (CallsConstPriCti) .....................................................25

(CallsConstPriCtiStart) ...............................................................................................25

Calls Consult Pri CTI - Time (DurCallsConstPriCti) ................................................25

Customer Calls ..................................................................................................................25

Calls Customer-Related - Count (CallsCustomer).....................................................25

Calls Customer-Related - Talk Time (DurCallsCustomer)........................................25

Calls Customer-Related - Talk Time, Avg (AvgTalkTime) ......................................26

Calls Customer-Related - Talk Time, Pcnt (PcntTalkTime)......................................26

Calls Customer-Related Talk and Wrap-Up - Time (TalkAndWrapUpTime) ..........26

Calls Customer-Related Talk and Wrap-Up - Time, Avg (AvgTalkAndWrapUpTime)....................................................................................................................................26

Calls Customer-Related Talk and Wrap-Up - Time, Pcnt (PcntTalkAndWrapUpTime)....................................................................................................................................26

Calls Offered .....................................................................................................................26

Calls Offered - Count (CallsOffered) ........................................................................26

Calls On Hold....................................................................................................................27

Calls On Hold - Count (CallsHold) ..........................................................................27

Calls On Hold - Time (DurCallsHold)......................................................................27

Calls On Hold - Time, Avg (AvgDurHold) ..............................................................27

Calls On Hold - Time, Pcnt (PcntHold)....................................................................27

Calls On Hold Only - Count (CallsHoldOnly) ..........................................................27

Calls On Hold Only - Time (DurCallsHoldOnly)......................................................28

Calls On Hold Only - Time, Avg (AvgDurHoldOnly) ..............................................28

Calls On Hold Only - Time, Pcnt (PcntDurHoldOnly)..............................................28

Calls On Hold Placed - Count (CallsHoldPlaced) .....................................................28

Calls On Hold Placed - Time (DurCallsHoldPlaced) ................................................28

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x EADS Telecom North America –- 2556-003 MMMM MMMM

Calls On Hold Placed Ext - Count (CallsHoldExternalPlaced) .................................28

(CallsHoldExternalPlacedStart)..................................................................................28

Calls On Hold Placed Ext - Time (DurCallsHoldExternalPlaced) ............................29

Calls On Hold Placed Int - Count (CallsHoldInternalPlaced) ...................................29

(CallsHoldInternalPlacedStart) ...................................................................................29

Calls On Hold Placed Int - Time (DurCallsHoldInternalPlaced)...............................29

Calls On Hold Non-ACD/CTI - Count (CallsHoldReceived)....................................29

Calls On Hold Non-ACD/CTI - Time (DurCallsHoldReceived)...............................29

Calls On Hold Non-ACD/CTI Ext - Count (CallsHoldExternalRcvd)......................29

(CallsHoldExternalRcvdStart) ....................................................................................29

Calls On Hold Non-ACD/CTI Ext Time (DurCallsHoldExternalRcvd) ...................30

Calls On Hold Non-ACD/CTI Int - Count (CallsHoldInternalRcvd) ........................30

(CallsHoldInternalRcvdStart) .....................................................................................30

Calls On Hold Non-ACD/CTI Int - Time (DurCallsHoldInternalRcvd) ...................30

Calls On Hold Over ACD - Count (CallsHoldOverAcd) ..........................................30

(CallsHoldOverAcdStart) ...........................................................................................30

Calls On Hold Over ACD - Time (DurCallsHoldOverAcd)......................................30

Calls On Hold Over CTI - Count (CallsHoldOverCti) ..............................................30

(CallsHoldOverCtiStart) .............................................................................................31

Calls On Hold Over CTI - Time (DurCallsHoldOverCti) .........................................31

Calls On Hold Pri ACD - Count (CallsHoldPriAcd) .................................................31

(CallsHoldPriAcdStart)...............................................................................................31

Calls On Hold Pri ACD - Time (DurCallsHoldPriAcd) ............................................31

Calls On Hold Pri CTI - Count (CallsHoldPriCti).....................................................31

(CallsHoldPriCtiStart) ................................................................................................31

Calls On Hold Pri CTI - Time (DurCallsHoldPriCti) ................................................31

Parked Calls.......................................................................................................................32

Calls Parked - Count (CallsParked) ..........................................................................32

Calls Parked Placed Ext - Count (CallsParkedExternalPlaced).................................32

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EADS Telecom North America – 2556-003 xi

Calls Parked Placed Int - Count (CallsParkedInternalPlaced) ...................................32

Calls Parked Non-ACD/CTI Ext - Count (CallsParkedExternalRcvd)......................32

Calls Parked Non-ACD/CTI Int - Count (CallsParkedInternalRcvd)........................32

Calls Parked Over ACD - Count (CallsParkedOverAcd) ..........................................32

Calls Parked Over CTI - Count (CallsParkedOverCti) ..............................................32

Calls Parked Pri ACD - Count (CallsParkedPriAcd).................................................32

Calls Parked Pri CTI - Count (CallsParkedPriCti).....................................................33

Picked Up Calls .................................................................................................................33

Calls Picked Up - Count (CallsPickedUp).................................................................33

Placed Calls .......................................................................................................................33

Calls Placed Non-ACD/CTI - Count (CallsPlaced)...............................................33

Calls Placed Non-ACD/CTI - Time (DurCallsPlaced) ..............................................33

Calls Placed Non-ACD/CTI - Time, Avg (AvgDurCallsPlaced) ..............................33

Calls Placed Non-ACD/CTI - Time, Pcnt (PcntCallsPlaced) ....................................33

Calls Placed Non-ACD/CTI Ext - Count (CallsExternalPlaced)...............................33

(CallsExternalPlacedStart)..........................................................................................34

Calls Placed Non-ACD/CTI Ext - Time (DurCallsExternalPlaced) ..........................34

Calls Placed Non-ACD/CTI Ext - Time, Avg (AvgOutTalkTime) ...........................34

Calls Placed Non-ACD/CTI Ext - Time, Pcnt (PcntExternalPlaced) ........................34

Calls Placed Non-ACD/CTI Ext New - Count (CallsExternalPlacedNew)...............34

Calls Placed Non-ACD/CTI Ext New - Time (DurCallsExternalPlacedNew)..........34

Calls Placed Non-ACD/CTI Ext New - Time, Avg (AvgDurCallsExternalPlacedNew)....................................................................................................................................34

Calls Placed Non-ACD/CTI Ext New - Time, Pcnt (PcntDurCallsExternalPlacedNew)....................................................................................................................................35

Calls Placed Non-ACD/CTI Int - Count (CallsInternalPlaced) .................................35

(CallsInternalPlacedStart) ...........................................................................................35

Calls Placed Non-ACD/CTI Int - Time (DurCallsInternalPlaced) ............................35

Calls Placed Non-ACD/CTI Int New - Count (CallsInternalPlacedNew) .................35

Calls Placed Non-ACD/CTI Int New - Time (DurCallsInternalPlacedNew)........35

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Calls Placed Non-ACD/CTI Int New - Time, Av (AvgDurCallsInternalPlacedNew)35

Placed and Received Calls ................................................................................................36

Calls Placed/Rcvd Non-ACD/CTI - Count (Calls) ....................................................36

Calls Placed/Rcvd Non-ACD/CTI - Time (DurCalls) ...............................................36

Calls Placed/Rcvd Non-ACD/CTI Ext - Count (CallsExternal) ................................36

Calls Placed/Rcvd Non-ACD/CTI Ext - Time (DurCallsExternal) ...........................36

Calls Placed/Rcvd Non-ACD/CTI Ext - Time, Avg (AvgExternalTalkTime) ..........36

Calls Placed/Rcvd Non-ACD/CTI Ext - Time, Pcnt (PcntExternalTalkTime)..........36

Calls Placed/Rcvd Non-ACD/CTI Ext New - Count (CallsExternalNew)................37

Calls Placed/Rcvd Non-ACD/CTI Ext New - Time (DurCallsExternalNew) ...........37

Calls Placed/Rcvd Non-ACD/CTI Ext New - Time, Avg (AvgDurCallsExternalNew)....................................................................................................................................37

Calls Placed/Rcvd Non-ACD/CTI Int - Count (CallsInternal) ..................................37

Calls Placed/Rcvd Non-ACD/CTI Int - Time (DurCallsInternal) .............................37

Calls Placed/Rcvd Non-ACD/CTI Int - Time, Avg (AvgInternalTalkTime) ............37

Calls Placed/Rcvd Non-ACD/CTI Int - Time, Pcnt (PcntInternalTalkTime)............37

Calls Placed/Rcvd Non-ACD/CTI Int New - Count (CallsInternalNew) ..................38

Calls Placed/Rcvd Non-ACD/CTI Int New - Time (DurCallsInternalNew) .............38

Calls Placed/Rcvd Non-ACD/CTI Int New - Time, Avg (AvgDurCallsInternalNew)38

Calls Placed/Rcvd Non-ACD/CTI Int New - Time, Pcnt (PcntDurCallsInternalNew)38

Calls Placed/Rcvd Non-ACD/CTI New - Count (CallsNonAcdNew) ......................38

Calls Placed/Rcvd Non-ACD/CTI New - Time (DurCallsNonAcdNew)..................38

Calls Placed/Rcvd Non-ACD/CTI New - Time, Avg (AvgDurCallsNonAcdNew)..39

Calls Placed/Rcvd Non-ACD/CTI New - Time, Pcnt (PcntDurCallsNonAcdNew) .39

Received Calls...................................................................................................................39

Calls Rcvd - Count (CallsAnswAll) ..........................................................................39

Calls Rcvd ACD - Count (CallsAnswACD)..............................................................39

Calls Rcvd ACD - Talk Time (DurCallsAnswACD).................................................39

Calls Rcvd ACD/CTI - Count (CallsAnsw)...............................................................39

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EADS Telecom North America – 2556-003 xiii

(CallsAnswStart).........................................................................................................40

Calls Rcvd ACD/CTI - Ring Time (DurRingTimeAnsw) .........................................40

Calls Rcvd ACD/CTI - Talk Time (DurCallsAnsw) .................................................40

Calls Rcvd CTI - Count (CallsAnswCTI)..................................................................40

Calls Rcvd CTI - Talk Time (DurCallsAnswCTI).....................................................40

Calls Rcvd Non-ACD/CTI - Count (CallsReceived).................................................40

Calls Rcvd Non-ACD/CTI - Ring Time (DurRingTimeNonACD)...........................40

Calls Rcvd Non-ACD/CTI - Time (DurCallsReceived) ............................................41

Calls Rcvd Non-ACD/CTI Ext - Count (CallsExternalReceived).............................41

(CallsExternalReceivedStart)......................................................................................41

Calls Rcvd Non-ACD/CTI Ext - Ring Time (DurRingTimeExternalNonAcd).........41

Calls Rcvd Non-ACD/CTI Ext - Time (DurCallsExternalReceived) ........................41

Calls Rcvd Non-ACD/CTI Ext - Time, Avg (AvgInTalkTime) ................................41

Calls Rcvd Non-ACD/CTI Ext - Time, Pcnt (PcntExternalReceived) ......................41

Calls Rcvd Non-ACD/CTI Int - Count (CallsInternalReceived) ...............................41

(CallsInternalReceivedStart).......................................................................................42

Calls Rcvd Non-ACD/CTI Int - Ring Time (DurRingTimeInternalNonAcd)...........42

Calls Rcvd Non-ACD/CTI Int - Time (DurCallsInternalReceived) ..........................42

Calls Rcvd Non-ACD/CTI Int New - Count (CallsInternalReceivedNew)...........42

Calls Rcvd Non-ACD/CTI Int New - Talk Time (DurCallsInternalReceivedNew)..42

Calls Rcvd Over - Count (CallsAnswOver)...............................................................42

Calls Rcvd Over - Talk Time (DurCallsAnswOver) .................................................42

Calls Rcvd Over ACD - Count (CallsAnswOverAcd)...............................................43

(CallsAnswOverAcdStart) ..........................................................................................43

Calls Rcvd Over ACD - Ring Time (DurRingTimeAnswOverAcd) .........................43

Calls Rcvd Over ACD - Talk Time (DurCallsAnswOverAcd) .................................43

Calls Rcvd Over CTI - Count (CallsAnswOverCti) ..................................................43

(CallsAnswOverCtiStart)............................................................................................43

Calls Rcvd Over CTI - Ring Time (DurRingTimeAnswOverCti).............................43

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xiv EADS Telecom North America –- 2556-003 MMMM MMMM

Calls Rcvd Over CTI - Talk Time (DurCallsAnswOverCti) .....................................44

Calls Rcvd Pri - Count (CallsAnswPri) .....................................................................44

Calls Rcvd Pri - Talk Time (DurCallsAnswPri) ........................................................44

Calls Rcvd Pri ACD - Count (CallsAnswPriAcd) .....................................................44

(CallsAnswPriAcdStart) .............................................................................................44

Calls Rcvd Pri ACD - Ring Time (DurRingTimeAnswPriAcd)................................44

Calls Rcvd Pri ACD - Talk Time (DurCallsAnswPriAcd) ........................................44

Calls Rcvd Pri CTI - Count (CallsAnswPriCti) .........................................................45

(CallsAnswPriCtiStart) ...............................................................................................45

Calls Rcvd Pri CTI - Ring Time (DurRingTimeAnswPriCti) ...................................45

Calls Rcvd Pri CTI - Talk Time (DurCallsAnswPriCti)............................................45

Calls Rcvd Threshold After - Count (CallsAnswAfterThres) ...................................45

Calls Rcvd Threshold Within - Count (CallsAnswWithinThres) ..............................45

Transferred Calls ...............................................................................................................46

Calls Trans - Count (CallsTrans) ..............................................................................46

Calls Trans Placed - Count (CallsTransPlaced).........................................................46

Calls Trans Placed Ext - Count (CallsTransExternalPlaced).....................................46

Calls Trans Placed Int - Count (CallsTransInternalPlaced) .......................................46

Calls Trans Rcvd - Count (CallsTransReceived).......................................................46

Calls Trans Rcvd - Time (DurCallsTransReceived) ..................................................46

Calls Trans No Annc Non-ACD/CTI Ext - Count (CallsTransUnanncExternalRcvd)47

Calls Trans No Annc Non-ACD/CTI Int - Cnt (CallsTransUnanncInternalRcvd).....47

Calls Trans No Annc Over ACD - Count (CallsTransUnanncOverAcd) ..................47

Calls Trans No Annc Over CTI - Count (CallsTransUnanncOverCti) ......................47

Calls Trans No Annc Pri ACD - Count (CallsTransUnanncPriAcd).........................47

Calls Trans No Annc Pri CTI - Count (CallsTransUnanncPriCti).............................47

Calls Trans Non-ACD/CTI Ext - Count (CallsTransExternalRcvd)..........................47

(CallsTransExternalRcvdStart) ...................................................................................48

Calls Trans Non-ACD/CTI Ext - Time (DurCallsTransExternalRcvd).....................48

MMMMMMMM


EADS Telecom North America – 2556-003 xv

Calls Trans Non-ACD/CTI Int - Count (CallsTransInternalRcvd)............................48

(CallsTransInternalRcvdStart) ....................................................................................48

Calls Trans Non-ACD/CTI Int - Time (DurCallsTransInternalRcvd).......................48

Calls Trans Over ACD - Count (CallsTransOverAcd) ..............................................48

(CallsTransOverAcdStart) ..........................................................................................48

Calls Trans Over ACD - Time (DurCallsTransOverAcd) .........................................49

Calls Trans Over CTI - Count (CallsTransOverCti)..................................................49

(CallsTransOverCtiStart) ............................................................................................49

Calls Trans Over CTI - Time (DurCallsTransOverCti).........................................49

Calls Trans Pri ACD - Count (CallsTransPriAcd).....................................................49

(CallsTransPriAcdStart)..............................................................................................49

Calls Trans Pri ACD - Time (DurCallsTransPriAcd)................................................50

Calls Trans Pri CTI - Count (CallsTransPriCti).........................................................50

(CallsTransPriCtiStart) ...............................................................................................50

Calls Trans Pri CTI - Time (DurCallsTransPriCti)....................................................50

Unanswered Calls..............................................................................................................50

Calls Unanswered - Count (CallsUnansw) ................................................................50

Calls Unanswered - Ring Time (DurRingTimeUnansw)...........................................50

Calls Unanswered Over ACD - Count (CallsUnanswOverAcd) ...............................51

Calls Unanswered Over ACD - Ring Time (DurRingTimeUnanswOverAcd)..........51

Calls Unanswered Over CTI - Count (CallsUnanswOverCti) ...................................51

Calls Unanswered Over CTI - Ring Time (DurRingTimeUnanswOverCti) .............51

Calls Unanswered Pri ACD - Count (CallsUnanswPriAcd)......................................51

Calls Unanswered Pri ACD - Ring Time (DurRingTimeUnanswPriAcd) ................51

Calls Unanswered Pri CTI - Count (CallsUnanswPriCti)..........................................51

Calls Unanswered Pri CTI - Ring Time (DurRingTimeUnanswPriCti) ....................51

Call Wrap-Up Sessions .....................................................................................................52

Calls Wrap-Up ACD - Count (SessionsWrapUpACD).........................................52

Calls Wrap-Up ACD - Time (DurSessionsWrapUpACD) ........................................52

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xvi EADS Telecom North America –- 2556-003 MMMM MMMM

Calls Wrap-Up ACD/CTI - Count (SessionsWrapUp) ..............................................52

Calls Wrap-Up ACD/CTI - Time (DurSessionsWrapUp) .........................................52

Calls Wrap-Up ACD/CTI - Time, Avg (AvgWrapUpTime) .....................................53

Calls Wrap-Up ACD/CTI - Time, Pcnt (PcntWrapUpTime).....................................53

Calls Wrap-Up and Work - Time (WorkAndWrapUp) .............................................53

Calls Wrap-Up and Work - Time, Pcnt (PcntWorkAndWrapUp) .............................53

Calls Wrap-Up CTI - Count (SessionsWrapUpCTI) .................................................53

Calls Wrap-Up CTI - Time (DurSessionsWrapUpCTI) ............................................53

Calls Wrap-Up Other - Time (DurSessionsWrapUpOther).......................................54

Calls Wrap-Up Other - Time, Pcnt (PcntWrapUpOther)...........................................54

Calls Wrap-Up Other Over ACD - Time (DurSessionsWrapUpOtherOverAcd) ......54

Calls Wrap-Up Other Over CTI - Time (DurSessionsWrapUpOtherOverCti)..........54

Calls Wrap-Up Other Pri ACD - Time (DurSessionsWrapUpOtherPriAcd).............54

Calls Wrap-Up Other Pri CTI - Time (DurSessionsWrapUpOtherPriCti) ................54

Calls Wrap-Up Over - Count (SessionsWrapUpOver) ..............................................55

Calls Wrap-Up Over - Time (DurSessionsWrapUpOver) .........................................55

Calls Wrap-Up Over ACD - Count (SessionsWrapUpOverAcd) ..............................55

(SessionsWrapUpOverAcdStart) ................................................................................55

Calls Wrap-Up Over ACD - Time (DurSessionsWrapUpOverAcd) .........................55

Calls Wrap-Up Over CTI - Count (SessionsWrapUpOverCti)..................................55

(SessionsWrapUpOverCtiStart)..................................................................................56

Calls Wrap-Up Over CTI - Time (DurSessionsWrapUpOverCti).............................56

Calls Wrap-Up Pri - Count (SessionsWrapUpPri).....................................................56

Calls Wrap-Up Pri - Time (DurSessionsWrapUpPri)................................................56

Calls Wrap-Up Pri ACD - Count (SessionsWrapUpPriAcd).....................................56

(SessionsWrapUpPriAcdStart) ...................................................................................56

Calls Wrap-Up Pri ACD - Time (DurSessionsWrapUpPriAcd)................................57

Calls Wrap-Up Pri CTI - Count (SessionsWrapUpPriCti) ........................................57

(SessionsWrapUpPriCtiStart) .....................................................................................57

MMMMMMMM


EADS Telecom North America – 2556-003 xvii

Calls Wrap-Up Pri CTI - Time (DurSessionsWrapUpPriCti) ...................................57

Agent State ........................................................................................................................57

State Agent..................................................................................................................57

State Agent - Time......................................................................................................57

State Available - Count (SessionsAvail)....................................................................57

(SessionsAvailStart)....................................................................................................58

State Available - Time (DurSessionsAvail)...............................................................58

State Available - Time, Avg (AvgDurAvail).............................................................58

State Available - Time, Pcnt (PcntAvail) ..............................................................58

State Not Ready - Count (SessionsNotReady)...........................................................58

(SessionsNotReadyStart) ............................................................................................58

State Not Ready - Time (DurSessionsNotReady)......................................................58

State Not Ready - Time, Pcnt (PcntNotReady)..........................................................59

State Online - Count (SessionsOnline) ......................................................................59

(SessionsOnlineStart)..................................................................................................59

State Online - Time (DurSessionsOnline) .................................................................59

State Other Line Off Hook - Time (DurSessionsOtherLineOffHook).......................59

State Other Time (OtherTime)...................................................................................59

State Other Time - Pcnt (PcntOtherTime) .................................................................60

State Transitions - Count (SessionsTransition)..........................................................60

State Transitions - Time (DurSessionsTransition).....................................................60

State Unavailable - Count (SessionsUnavail) ............................................................60

(SessionsUnavailStart)................................................................................................60

State Unavailable - Time (DurSessionsUnavail) .......................................................60

State Unavailable - Time, Ave (AvgDurUnavail) .....................................................60

State Unavailable - Time, Pcnt (PcntUnavail) ...........................................................60

State Work - Count (SessionsWork)..........................................................................61

(SessionsWorkStart) ...................................................................................................61

State Work - Time (DurSessionsWork) .....................................................................61

Table of Contents

xviii EADS Telecom North America –- 2556-003 MMMM MMMM

State Work - Time, Avg (AvgDurWork) ...................................................................61

State Work - Time, Pcnt (PcntWork).........................................................................61

State Work Other - Time (DurSessionsWorkOther)..................................................61

State Work Other - Time, Avg (AvgDurWorkOther)................................................61

State Work Other - Time, Pcnt (PcntWorkOther)......................................................62

Chapter 3 ................................................................................................................................63

Agent Group Statistics...........................................................................................................63

Overview of Agent Group Statistics..................................................................................63

Information........................................................................................................................63

Agent Group Dirn (AgentGroupDirn) .......................................................................63

Agent Group Name (AgentGroupName)...................................................................63

Agent Group User Group (AgentGroupUserGroup) .................................................63

Call Center (CallCenter) ............................................................................................63

(IntervalBegin)............................................................................................................63

(IntervalEnd)...............................................................................................................63

CallCenter Metrics ............................................................................................................64

Avg Speed Of Answer (AvgSpeedOfAnsw) .............................................................64

Service Level (ServiceLevel).....................................................................................64

Abandoned Calls ...............................................................................................................64

Calls Aband - Count (CallsAband) ............................................................................64

Calls Aband In Q - Count (TotalAbandInQ) .............................................................64

Calls Aband In Q - Q Time (QDurCallsAbandInQ) ..................................................64

Calls Aband In Q ACD - Count (CallsAbandInQACD)............................................65

Calls Aband In Q CTI - Count (CallsAbandInQCTI)................................................65

Calls Aband In Q Over - Count (CallsAbandInQOver).............................................65

Calls Aband In Q Over ACD - Count (CallsAbandInQOverAcd).............................65

Calls Aband In Q Over ACD - Q Time (QDurCallsAbandInQOverAcd) .................65

Calls Aband In Q Over ACD - Q Time, Max (LongQDurCallsAbandInQOverAcd)65

Calls Aband In Q Over CTI - Count (CallsAbandInQOverCti) ................................65

MMMMMMMM


EADS Telecom North America – 2556-003 xix

Calls Aband In Q Over CTI - Q Time (QDurCallsAbandInQOverCti).....................66

Calls Aband In Q Over CTI - Q Time, Max (LongQDurCallsAbandInQOverCti) ...66

Calls Aband In Q Pri - Count (CallsAbandInQPri) ...................................................66

Calls Aband In Q Pri ACD - Count (CallsAbandInQPriAcd) ...................................66

Calls Aband In Q Pri ACD - Q Time (QDurCallsAbandInQPriAcd) ...................66

Calls Aband In Q Pri ACD - Q Time, Max (LongQDurCallsAbandInQPriAcd) ......66

Calls Aband In Q Pri CTI - Count (CallsAbandInQPriCti) .......................................66

Calls Aband In Q Pri CTI - Q Time (QDurCallsAbandInQPriCti) ...........................67

Calls Aband In Q Pri CTI - Q Time, Max (LongQDurCallsAbandInQPriCti)..........67

Calls Aband Range 1 - Count (CallsAbandRange1)..................................................67









Calls Aband Range Last - Count (CallsAbandRangeX)............................................68

Calls Aband Ringing - Count (CallsAbandRinging) .................................................68

Calls Aband Ringing - Ring Time (DurRingTimeAband).........................................68

Calls Aband Ringing ACD - Count (CallsAbandRingingACD) ...............................69

Calls Aband Ringing ACD - Ring Time (DurRingTimeAbandACD).......................69

Calls Aband Ringing CTI - Count (CallsAbandRingingCTI) ...................................69

Calls Aband Ringing CTI - Ring Time (DurRingTimeAbandCTI)...........................69

Calls Aband Ringing Over ACD - Count (CallsAbandRingingOverAcd) ................69

Calls Aband Ringing Over ACD - Q Time (QDurCallsAbandRingingOverAcd).....69

Calls Aband Ringing Over ACD - Q Time, Max LongQDurCallsAbandRingOverAcd)....................................................................................................................................69

Table of Contents

xx EADS Telecom North America –- 2556-003 MMMM MMMM

Calls Aband Ringing Over ACD - Ring Time (DurRingTimeAbandOverAcd)........70

Calls Aband Ringing Over CTI - Count (CallsAbandRingingOverCti) ....................70

Calls Aband Ringing Over CTI - Q Time (QDurCallsAbandRingingOverCti) ........70

Calls Aband Ringing Over CTI - Q Time, Max (LongQDurCallsAbandRingOverCti)....................................................................................................................................70

Calls Aband Ringing Over CTI - Ring Time (DurRingTimeAbandOverCti) ...........70

Calls Aband Ringing Pri ACD - Count (CallsAbandRingingPriAcd) .......................70

Calls Aband Ringing Pri ACD - Q Time (QDurCallsAbandRingingPriAcd) ...........70

Calls Aband Ringing Pri ACD - Q Time, Max (LongQDurCallsAbandRingPriAcd)71

Calls Aband Ringing Pri ACD - Ring Time (DurRingTimeAbandPriAcd) ..............71

Calls Aband Ringing Pri CTI - Count (CallsAbandRingingPriCti)...........................71

Calls Aband Ringing Pri CTI - Q Time (QDurCallsAbandRingingPriCti) ...............71

Calls Aband Ringing Pri CTI - Q Time, Max (LongQDurCallsAbandRingPriCti)...71

Calls Aband Ringing Pri CTI - Ring Time (DurRingTimeAbandPriCti) ..................71

Calls Aband Short - Count (CallsAbandShort)..........................................................71

Calls Aband Short ACD - Count (CallsAbandShortAcd)..........................................72

Calls Aband Short CTI - Count (CallsAbandShortCti) .............................................72

Calls Aband Threshold After - Count (CallsAbandAfterThres) ................................72

Calls Aband Threshold Within - Count (CallsAbandWithinThres)...........................72

Aborted Calls.....................................................................................................................72

Calls Aborted No Agents CTI - Count (CallsAbortNoAgentsCti) ............................72

Calls Aborted No Agents CTI - Q Time (QDurCallsAbortNoAgentsCti).................72

Calls In Progress................................................................................................................73

Calls Calls In Progress - Current Count......................................................................73

Conference Calls ...............................................................................................................73

Calls Conf - Count (CallsConf) ................................................................................73

Calls Conf - Time (DurCallsConf) ............................................................................73

Calls Conf - Time, Avg (AvgDurConfCall) ..............................................................73

Calls Conf - Time, Pcnt (PcntConf)...........................................................................73

MMMMMMMM


EADS Telecom North America – 2556-003 xxi

Calls Conf Placed - Count (CallsConfPlaced) ...........................................................74

Calls Conf Placed - Time (DurCallsConfPlaced) ......................................................74

Calls Conf Placed Ext - Count (CallsConfExternalPlaced) .......................................74

(CallsConfExternalPlacedStart)..................................................................................74

Calls Conf Placed Ext - Time (DurCallsConfExternalPlaced) ..................................74

Calls Conf Placed Int - Count (CallsConfInternalPlaced) .........................................74

(CallsConfInternalPlacedStart) ...................................................................................74

Calls Conf Placed Int - Time (DurCallsConfInternalPlaced) ....................................75

Calls Conf Non-ACD/CTI - Count (CallsConfReceived) .........................................75

Calls Conf Non-ACD/CTI - Time (DurCallsConfReceived) ....................................75

Calls Conf Non-ACD/CTI Ext - Count (CallsConfExternalRcvd)............................75

(CallsConfExternalRcvdStart) ....................................................................................75

Calls Conf Non-ACD/CTI Ext - Time (DurCallsConfExternalRcvd).......................75

Calls Conf Non-ACD/CTI Int - Count (CallsConfInternalRcvd) ..............................75

(CallsConfInternalRcvdStart) .....................................................................................75

Calls Conf Non-ACD/CTI Int - Time (DurCallsConfInternalRcvd) .........................76

Calls Conf Over ACD - Count (CallsConfOverAcd) ................................................76

(CallsConfOverAcdStart) ...........................................................................................76

Calls Conf Over ACD - Time (DurCallsConfOverAcd) ...........................................76

Calls Conf Over CTI - Count (CallsConfOverCti) ....................................................76

(CallsConfOverCtiStart) .............................................................................................76

Calls Conf Over CTI - Time (DurCallsConfOverCti) ...............................................76

Calls Conf Pri ACD - Count (CallsConfPriAcd)...................................................77

(CallsConfPriAcdStart)...............................................................................................77

Calls Conf Pri ACD - Time (DurCallsConfPriAcd) ..................................................77

Calls Conf Pri CTI - Count (CallsConfPriCti)...........................................................77

(CallsConfPriCtiStart) ................................................................................................77

Calls Conf Pri CTI - Time (DurCallsConfPriCti)......................................................77

Consultation Calls .............................................................................................................78

Table of Contents

xxii EADS Telecom North America –- 2556-003 MMMM MMMM

Calls Consult - Count (CallsConst)...........................................................................78

Calls Consult - Time (DurCallsConst)......................................................................78

Calls Consult - Time, Avg (AvgDurConstCall)........................................................78

Calls Consult - Time, Pcnt (PcntConst) ....................................................................78

Calls Consult Placed - Count (CallsConstPlaced) .....................................................78

Calls Consult Placed - Time (DurCallsConstPlaced) ................................................79

Calls Consult Placed Ext - Count (CallsConstExternalPlaced) .................................79

(CallsConstExternalPlacedStart).................................................................................79

Calls Consult Placed Ext - Time (DurCallsConstExternalPlaced) ............................79

Calls Consult Placed Int - Count (CallsConstInternalPlaced) ...................................79

(CallsConstInternalPlacedStart)..................................................................................79

Calls Consult Placed Int - Time (DurCallsConstInternalPlaced)...............................79

Calls Consult Non-ACD/CTI - Count (CallsConstReceived)....................................79

Calls Consult Non-ACD/CTI - Time (DurCallsConstReceived)...............................80

Calls Consult Non-ACD/CTI Ext - Count (CallsConstExternalRcvd) ......................80

(CallsConstExternalRcvdStart)...................................................................................80

Calls Consult Non-ACD/CTI Ext - Time (DurCallsConstExternalRcvd) .................80

Calls Consult Non-ACD/CTI Int - Count (CallsConstInternalRcvd) ........................80

(CallsConstInternalRcvdStart)....................................................................................80

Calls Consult Non-ACD/CTI Int - Time (DurCallsConstInternalRcvd) ...................80

Calls Consult Over ACD - Count (CallsConstOverAcd)...........................................81

(CallsConstOverAcdStart) ..........................................................................................81

Calls Consult Over ACD - Time (DurCallsConstOverAcd)......................................81

Calls Consult Over CTI - Count (CallsConstOverCti) ..............................................81

(CallsConstOverCtiStart)............................................................................................81

Calls Consult Over CTI - Time (DurCallsConstOverCti) .........................................81

Calls Consult Pri ACD - Count (CallsConstPriAcd) .................................................81

(CallsConstPriAcdStart) .............................................................................................82

Calls Consult Pri ACD - Time (DurCallsConstPriAcd) ............................................82

MMMMMMMM


EADS Telecom North America – 2556-003 xxiii

Calls Consult Pri CTI - Count (CallsConstPriCti) .....................................................82

(CallsConstPriCtiStart) ...............................................................................................82

Calls Consult Pri CTI - Time (DurCallsConstPriCti) ................................................82

Customer Calls ..................................................................................................................82

Calls Customer-Related - Count (CallsCustomer).....................................................82

Calls Customer-Related - Talk Time (DurCallsCustomer)........................................83

Calls Customer-Related - Talk Time, Avg (AvgTalkTime) ......................................83

Calls Customer-Related - Talk Time, Pcnt (PcntTalkTime)......................................83

Calls Customer-Related Talk and Wrap-Up - Time (TalkAndWrapUpTime) ..........83

Calls Customer-Related Talk and Wrap-Up - Time, Avg (AvgTalkAndWrapUpTime)....................................................................................................................................83

Calls Customer-Related Talk and Wrap-Up - Time, Pcnt (PcntTalkAndWrapUpTime)....................................................................................................................................83

De-queued Calls ................................................................................................................84

Calls De-Queued - Count (CallsDeQ) .......................................................................84

Calls De-Queued - Q Time (QDurCallsDeQ)............................................................84

Calls De-Queued ACD - Count (CallsDeQAcd) .......................................................84

Calls De-Queued ACD - Q Time (QDurCallsDeQAcd)............................................84

Calls De-Queued CTI - Count (CallsDeQCti) ...........................................................84

Calls De-Queued CTI - Q Time (QDurCallsDeQCti) ...............................................84

Calls De-Queued Over ACD - Count (CallsDeQOverAcd) ......................................85

Calls De-Queued Over ACD - Q Time (QDurCallsDeQOverAcd)...........................85

Calls De-Queued Over ACD - Q Time, Max (LongQDurCallsDeQOverAcd) .........85

Calls De-Queued Over CTI - Count (CallsDeQOverCti) ..........................................85

Calls De-Queued Over CTI - Q Time (QDurCallsDeQOverCti) ..............................85

Calls De-Queued Over CTI - Q Time, Max (LongQDurCallsDeQOverCti).............85

Calls De-Queued Pri ACD - Count (CallsDeQPriAcd) .............................................85

Calls De-Queued Pri ACD - Q Time (QDurCallsDeQPriAcd) .................................86

Calls De-Queued Pri ACD - Q Time, Max (LongQDurCallsDeQPriAcd)................86

Calls De-Queued Pri CTI - Count (CallsDeQPriCti).................................................86

Table of Contents

xxiv EADS Telecom North America –- 2556-003 MMMM MMMM

Calls De-Queued Pri CTI Q Time (QDurCallsDeQPriCti) .......................................86

Calls De-Queued Pri CTI Q Time, Max (LongQDurCallsDeQPriCti)......................86

Calls In Progress................................................................................................................86

Calls In Progress - Current Count...............................................................................86

Calls Offered .....................................................................................................................87

Calls Offered - Count (CallsOffered) ........................................................................87

Calls On Hold....................................................................................................................87

Calls On Hold - Count (CallsHold) ..........................................................................87

Calls On Hold - Time (DurCallsHold)......................................................................87

Calls On Hold - Time, Avg (AvgDurHold) ..............................................................87

Calls On Hold - Time, Pcnt (PcntHold)....................................................................87

Calls On Hold Only - Count (CallsHoldOnly) ..........................................................88

Calls On Hold Only - Time (DurCallsHoldOnly)......................................................88

Calls On Hold Only - Time, Avg (AvgDurHoldOnly) ..............................................88

Calls On Hold Only - Time, Pcnt (PcntDurHoldOnly)..............................................88

Calls On Hold Placed - Count (CallsHoldPlaced) .....................................................88

Calls On Hold Placed - Time (DurCallsHoldPlaced) ................................................88

Calls On Hold Placed Ext - Count (CallsHoldExternalPlaced) .................................88

(CallsHoldExternalPlacedStart)..................................................................................89

Calls On Hold Placed Ext - Time (DurCallsHoldExternalPlaced) ............................89

Calls On Hold Placed Int - Count (CallsHoldInternalPlaced) ...................................89

(CallsHoldInternalPlacedStart) ...................................................................................89

Calls On Hold Placed Int - Time (DurCallsHoldInternalPlaced)...............................89

Calls On Hold Non-ACD/CTI - Count (CallsHoldReceived)....................................89

Calls On Hold Non-ACD/CTI - Time (DurCallsHoldReceived)...............................89

Calls On Hold Non-ACD/CTI Ext - Count (CallsHoldExternalRcvd)......................90

(CallsHoldExternalRcvdStart) ....................................................................................90

Calls On Hold Non-ACD/CTI Ext Time (DurCallsHoldExternalRcvd) ...................90

Calls On Hold Non-ACD/CTI Int - Count (CallsHoldInternalRcvd) ........................90

MMMMMMMM


EADS Telecom North America – 2556-003 xxv

(CallsHoldInternalRcvdStart) .....................................................................................90

Calls On Hold Non-ACD/CTI Int - Time (DurCallsHoldInternalRcvd) ...................90

Calls On Hold Over ACD - Count (CallsHoldOverAcd) ..........................................90

(CallsHoldOverAcdStart) ...........................................................................................90

Calls On Hold Over ACD - Time (DurCallsHoldOverAcd)......................................91

Calls On Hold Over CTI - Count (CallsHoldOverCti) ..............................................91

(CallsHoldOverCtiStart) .............................................................................................91

Calls On Hold Over CTI - Time (DurCallsHoldOverCti) .........................................91

Calls On Hold Pri ACD - Count (CallsHoldPriAcd) .................................................91

(CallsHoldPriAcdStart)...............................................................................................91

Calls On Hold Pri ACD - Time (DurCallsHoldPriAcd) ............................................91

Calls On Hold Pri CTI - Count (CallsHoldPriCti).....................................................91

(CallsHoldPriCtiStart) ................................................................................................92

Calls On Hold Pri CTI - Time (DurCallsHoldPriCti) ................................................92

Parked Calls.......................................................................................................................92

Calls Parked - Count (CallsParked) ..........................................................................92

Calls Parked Placed Ext - Count (CallsParkedExternalPlaced).................................92

Calls Parked Placed Int - Count (CallsParkedInternalPlaced) ...................................92

Calls Parked Non-ACD/CTI Ext - Count (CallsParkedExternalRcvd)......................92

Calls Parked Non-ACD/CTI Int - Count (CallsParkedInternalRcvd)........................92

Calls Parked Over ACD - Count (CallsParkedOverAcd) ..........................................93

Calls Parked Over CTI - Count (CallsParkedOverCti) ..............................................93

Calls Parked Pri ACD - Count (CallsParkedPriAcd).................................................93

Calls Parked Pri CTI - Count (CallsParkedPriCti).....................................................93

Picked Up Calls .................................................................................................................93

Calls Picked Up - Count (CallsPickedUp).................................................................93

Placed Calls .......................................................................................................................93

Calls Placed Non-ACD/CTI - Count (CallsPlaced)...............................................93

Calls Placed Non-ACD/CTI - Time (DurCallsPlaced) ..............................................93

Table of Contents

xxvi EADS Telecom North America –- 2556-003 MMMM MMMM

Calls Placed Non-ACD/CTI - Time, Avg (AvgDurCallsPlaced) ..............................94

Calls Placed Non-ACD/CTI - Time, Pcnt (PcntCallsPlaced) ....................................94

Calls Placed Non-ACD/CTI Ext - Count (CallsExternalPlaced)...............................94

(CallsExternalPlacedStart)..........................................................................................94

Calls Placed Non-ACD/CTI Ext - Time (DurCallsExternalPlaced) ..........................94

Calls Placed Non-ACD/CTI Ext - Time, Avg (AvgOutTalkTime) ...........................94

Calls Placed Non-ACD/CTI Ext New - Count (CallsExternalPlacedNew)...............94

Calls Placed Non-ACD/CTI Ext New - Time (DurCallsExternalPlacedNew)..........95

Calls Placed Non-ACD/CTI Ext New - Time, Avg (AvgDurCallsExternalPlacedNew)....................................................................................................................................95

Calls Placed Non-ACD/CTI Ext New - Time, Pcnt (PcntDurCallsExternalPlacedNew)....................................................................................................................................95

Calls Placed Non-ACD/CTI Int - Count (CallsInternalPlaced) .................................95

(CallsInternalPlacedStart) ...........................................................................................95

Calls Placed Non-ACD/CTI Int - Time (DurCallsInternalPlaced) ............................95

Calls Placed Non-ACD/CTI Int New - Count (CallsInternalPlacedNew) .................95

Calls Placed Non-ACD/CTI Int New - Time (DurCallsInternalPlacedNew) ............96

Calls Placed Non-ACD/CTI Int New - Time, Avg (AvgDurCallsInternalPlacedNew)....................................................................................................................................96

Placed and Received Calls ................................................................................................96

Calls Placed/Rcvd Non-ACD/CTI - Count (Calls) ....................................................96

Calls Placed/Rcvd Non-ACD/CTI - Time (DurCalls) ...............................................96

Calls Placed/Rcvd Non-ACD/CTI Ext - Count (CallsExternal) ................................96

Calls Placed/Rcvd Non-ACD/CTI Ext - Time (DurCallsExternal) ...........................96

Calls Placed/Rcvd Non-ACD/CTI Ext New - Count (CallsExternalNew)................97

Calls Placed/Rcvd Non-ACD/CTI Ext New - Time (DurCallsExternalNew) ...........97

Calls Placed/Rcvd Non-ACD/CTI Ext New - Time, Avg (AvgDurCallsExternalNew)....................................................................................................................................97

Calls Placed/Rcvd Non-ACD/CTI Int - Count (CallsInternal) ..................................97

Calls Placed/Rcvd Non-ACD/CTI Int - Time (DurCallsInternal) .............................97

MMMMMMMM


EADS Telecom North America – 2556-003 xxvii

Calls Placed/Rcvd Non-ACD/CTI Int New - Count (CallsInternalNew) ..................97

Calls Placed/Rcvd Non-ACD/CTI Int New - Time (DurCallsInternalNew) .............97

Calls Placed/Rcvd Non-ACD/CTI Int New - Time, Avg (AvgDurCallsInternalNew)....................................................................................................................................98

Calls Placed/Rcvd Non-ACD/CTI Int New - Time, Pcnt (PcntDurCallsInternalNew)....................................................................................................................................98

Calls Placed/Rcvd Non-ACD/CTI New - Count (CallsNonAcdNew) ......................98

Calls Placed/Rcvd Non-ACD/CTI New - Time (DurCallsNonAcdNew)..................98

Calls Placed/Rcvd Non-ACD/CTI New - Time, Avg (AvgDurCallsNonAcdNew)..98

Calls Placed/Rcvd Non-ACD/CTI New - Time, Pcnt (PcntDurCallsNonAcdNew) .98

Queued Calls .....................................................................................................................99

Calls Queued - Count (CallsQ)..................................................................................99

Calls Queued - Q Time, Avg (AvgTimeInQAllCalls) ...............................................99

Calls Queued Over - Current Count............................................................................99

Calls Queued Over - Current Q Time, Max................................................................99

Calls Queued Over ACD - Count (CallsQOverAcd) .................................................99

Calls Queued Over ACD - Count, Max (MaxCallsQOverAcd) ................................99

Calls Queued Over ACD - Current Count ..................................................................99

Calls Queued Over CTI - Count (CallsQOverCti)...................................................100

Calls Queued Over CTI - Count, Max (MaxCallsQOverCti) ..................................100

Calls Queued Over CTI - Current Count ..................................................................100

Calls Queued Pri - Current Count.............................................................................100

Calls Queued Pri - Current Q Time, Max .................................................................100

Calls Queued Pri ACD - Count (CallsQPriAcd)......................................................100

Calls Queued Pri ACD - Count, Max (MaxCallsQPriAcd) .....................................100

Calls Queued Pri ACD - Current Count ...................................................................101

Calls Queued Pri CTI - Count (CallsQPriCti) .........................................................101

Calls Queued Pri CTI - Count, Max (MaxCallsQPriCti).........................................101

Calls Queued Pri CTI - Current Count .....................................................................101

Received Calls.................................................................................................................101

Table of Contents

xxviii EADS Telecom North America –- 2556-003 MMMM MMMM

Calls Rcvd - Count (CallsAnswAll) ........................................................................101

Calls Rcvd ACD - Count (CallsAnswACD)............................................................101

Calls Rcvd ACD - Talk Time (DurCallsAnswACD) ..........................................102

Calls Rcvd ACD/CTI - Count (CallsAnsw).............................................................102

Calls Rcvd ACD/CTI - Q Time (QDurCallsAnsw).................................................102

Calls Rcvd ACD/CTI - Q Time, Avg (AvgQDur) ..............................................102

Calls Rcvd ACD/CTI - Ring Time (DurRingTimeAnsw) .......................................102

Calls Rcvd ACD/CTI - Talk Time (DurCallsAnsw) ...............................................102

Calls Rcvd CTI - Count (CallsAnswCTI)................................................................103

Calls Rcvd CTI - Talk Time (DurCallsAnswCTI)...................................................103

Calls Rcvd Non-ACD/CTI - Count (CallsReceived)...............................................103

Calls Rcvd Non-ACD/CTI - Ring Time (DurRingTimeNonACD).........................103

Calls Rcvd Non-ACD/CTI - Time (DurCallsReceived) ..........................................103

Calls Rcvd Non-ACD/CTI Ext - Count (CallsExternalReceived)...........................103

(CallsExternalReceivedStart)....................................................................................103

Calls Rcvd Non-ACD/CTI Ext - Ring Time (DurRingTimeExternalNonAcd).......103

Calls Rcvd Non-ACD/CTI Ext - Time (DurCallsExternalReceived) ......................104

Calls Rcvd Non-ACD/CTI Ext - Time, Avg (AvgInTalkTime) ..............................104

Calls Rcvd Non-ACD/CTI Int - Count (CallsInternalReceived) .............................104

(CallsInternalReceivedStart).....................................................................................104

Calls Rcvd Non-ACD/CTI Int - Ring Time (DurRingTimeInternalNonAcd).........104

Calls Rcvd Non-ACD/CTI Int - Time (DurCallsInternalReceived) ........................104

Calls Rcvd Non-ACD/CTI Int New - Count (CallsInternalReceivedNew) .............104

Calls Rcvd Non-ACD/CTI Int New - Talk Time (DurCallsInternalReceivedNew)105

Calls Rcvd Over - Count (CallsAnswOver).............................................................105

Calls Rcvd Over - Talk Time (DurCallsAnswOver) ...............................................105

Calls Rcvd Over ACD - Count (CallsAnswOverAcd).............................................105

(CallsAnswOverAcdStart) ........................................................................................105

Calls Rcvd Over ACD - Q Time (QDurCallsAnswOverAcd) .................................105

MMMMMMMM


EADS Telecom North America – 2556-003 xxix

Calls Rcvd Over ACD - Q Time, Max (LongQDurCallsAnswOverAcd) ...............105

Calls Rcvd Over ACD - Ring Time (DurRingTimeAnswOverAcd) .......................106

Calls Rcvd Over ACD - Talk Time (DurCallsAnswOverAcd) ...............................106

Calls Rcvd Over CTI - Count (CallsAnswOverCti) ................................................106

(CallsAnswOverCtiStart)..........................................................................................106

Calls Rcvd Over CTI - Q Time (QDurCallsAnswOverCti).....................................106

Calls Rcvd Over CTI - Q Time, Max (LongQDurCallsAnswOverCti)...............106

Calls Rcvd Over CTI - Ring Time (DurRingTimeAnswOverCti)...........................106

Calls Rcvd Over CTI - Talk Time (DurCallsAnswOverCti) ...................................107

Calls Rcvd Pri - Count (CallsAnswPri) ...................................................................107

Calls Rcvd Pri - Talk Time (DurCallsAnswPri) ......................................................107

Calls Rcvd Pri ACD - Count (CallsAnswPriAcd) ...................................................107

(CallsAnswPriAcdStart) ...........................................................................................107

Calls Rcvd Pri ACD - Q Time (QDurCallsAnswPriAcd)........................................107

Calls Rcvd Pri ACD - Q Time, Max (LongQDurCallsAnswPriAcd)......................107

Calls Rcvd Pri ACD - Ring Time (DurRingTimeAnswPriAcd)..............................108

Calls Rcvd Pri ACD - Talk Time (DurCallsAnswPriAcd) ......................................108

Calls Rcvd Pri CTI - Count (CallsAnswPriCti) .......................................................108

(CallsAnswPriCtiStart) .............................................................................................108

Calls Rcvd Pri CTI - Q Time (QDurCallsAnswPriCti) ...........................................108

Calls Rcvd Pri CTI - Q Time, Max (LongQDurCallsAnswPriCti)..........................108

Calls Rcvd Pri CTI - Ring Time (DurRingTimeAnswPriCti) .................................108

Calls Rcvd Pri CTI - Talk Time (DurCallsAnswPriCti)..........................................109

Calls Rcvd Range 1 - Count (CallsAnswRange1)...............................................109






Table of Contents

xxx EADS Telecom North America –- 2556-003 MMMM MMMM




Calls Rcvd Range Last - Count (CallsAnswRangeX) .............................................110

Calls Rcvd Threshold After - Count (CallsAnswAfterThres) .................................110

Calls Rcvd Threshold Within - Count (CallsAnswWithinThres) ............................110

Re-queued Calls ..............................................................................................................110

Calls Re-Queued Ringing - Count (CallsReQRinging) ...........................................110

Calls Re-Queued Ringing - Q Time (QDurCallsReQRinging) ...............................112

Calls Re-Queued Ringing - Ring Time (DurRingTimeReQRinging)......................112

Calls Re-Queued Ringing ACD - Count (CallsReQRingingAcd) ...........................112

Calls Re-Queued Ringing ACD - Q Time (QDurCallsReQRingingAcd) ...............112

Calls Re-Queued Ringing ACD - Ring Time (DurRingTimeReQRingingAcd) .....112

Calls Re-Queued Ringing CTI - Count (CallsReQRingingCti)...............................112

Calls Re-Queued Ringing CTI - Q Time (QDurCallsReQRingingCti) ...................112

Calls Re-Queued Ringing CTI - Ring Time (DurRingTimeReQRingingCti) .........113

Transferred Calls .............................................................................................................113

Calls Trans - Count (CallsTrans) .............................................................................113

Calls Trans Placed - Count (CallsTransPlaced).......................................................113

Calls Trans Placed Ext - Count (CallsTransExternalPlaced)...................................113

Calls Trans Placed Int - Count (CallsTransInternalPlaced) .....................................113

Calls Trans Rcvd - Count (CallsTransReceived).....................................................113

Calls Trans Rcvd - Time (DurCallsTransReceived) ................................................114

Calls Trans No Annc Non-ACD/CTI Ext - Cnt (CallsTransUnanncExternalRcvd).114

Calls Trans No Annc Non-ACD/CTI Int - Count (CallsTransUnanncInternalRcvd)114

Calls Trans No Annc Over ACD - Count (CallsTransUnanncOverAcd) ................114

Calls Trans No Annc Over ACD - Count (CallsTransUnanncOverAcd) ................114

Calls Trans No Annc Over CTI - Count (CallsTransUnanncOverCti) ....................114

Calls Trans No Annc Pri ACD - Count (CallsTransUnanncPriAcd)......................114

MMMMMMMM


EADS Telecom North America – 2556-003 xxxi

Calls Trans No Annc Pri CTI - Count (CallsTransUnanncPriCti)...........................115

Calls Trans Non-ACD/CTI Ext - Count (CallsTransExternalRcvd)........................115

(CallsTransExternalRcvdStart) .................................................................................115

Calls Trans Non-ACD/CTI Ext - Time (DurCallsTransExternalRcvd)...................115

Calls Trans Non-ACD/CTI Int - Count (CallsTransInternalRcvd)..........................115

(CallsTransInternalRcvdStart) ..................................................................................115

Calls Trans Non-ACD/CTI Int - Time (DurCallsTransInternalRcvd).....................115

Calls Trans Over ACD - Count (CallsTransOverAcd) ............................................116

(CallsTransOverAcdStart) ........................................................................................116

Calls Trans Over ACD - Time (DurCallsTransOverAcd) .......................................116

Calls Trans Over CTI - Count (CallsTransOverCti)................................................116

(CallsTransOverCtiStart) ..........................................................................................116

Calls Trans Over CTI - Time (DurCallsTransOverCti).......................................116

Calls Trans Pri ACD - Count (CallsTransPriAcd)...................................................116

(CallsTransPriAcdStart)............................................................................................117

Calls Trans Pri ACD - Time (DurCallsTransPriAcd)..............................................117

Calls Trans Pri CTI - Count (CallsTransPriCti).......................................................117

(CallsTransPriCtiStart) .............................................................................................117

Calls Trans Pri CTI - Time (DurCallsTransPriCti)..................................................117

Call Wrap-Up Sessions ...................................................................................................118

Calls Wrap-Up ACD - Count (SessionsWrapUpACD).......................................118

Calls Wrap-Up ACD - Time (DurSessionsWrapUpACD) ......................................118

Calls Wrap-Up ACD/CTI - Current Count ...............................................................118

Calls Wrap-Up ACD/CTI - Count (SessionsWrapUp) ............................................118

Calls Wrap-Up ACD/CTI - Time (DurSessionsWrapUp) .......................................118

Calls Wrap-Up ACD/CTI - Time, Ave (AvgWrapUpTime) ...................................119

Calls Wrap-Up ACD/CTI - Time, Pcnt (PcntWrapUpTime)...................................119

Calls Wrap-Up and Work - Time (WorkAndWrapUp) ...........................................119

Calls Wrap-Up and Work - Time, Pcnt (PcntWorkAndWrapUp) ...........................119

Table of Contents

xxxii EADS Telecom North America –- 2556-003 MMMM MMMM

Calls Wrap-Up CTI - Count (SessionsWrapUpCTI) ...............................................119

Calls Wrap-Up CTI - Time (DurSessionsWrapUpCTI) ..........................................119

Calls Wrap-Up Other - Time (DurSessionsWrapUpOther).....................................120

Calls Wrap-Up Other Over ACD - Time (DurSessionsWrapUpOtherOverAcd) ....120

Calls Wrap-Up Other Over CTI - Time (DurSessionsWrapUpOtherOverCti)........120

Calls Wrap-Up Other Pri ACD - Time (DurSessionsWrapUpOtherPriAcd)...........120

Calls Wrap-Up Other Pri CTI - Time (DurSessionsWrapUpOtherPriCti) ..............120

Calls Wrap-Up Over - Count (SessionsWrapUpOver) ............................................120

Calls Wrap-Up Over - Time (DurSessionsWrapUpOver) .......................................120

Calls Wrap-Up Over ACD - Count (SessionsWrapUpOverAcd) ............................121

(SessionsWrapUpOverAcdStart) ..............................................................................121

Calls Wrap-Up Over ACD - Time (DurSessionsWrapUpOverAcd) .......................121

Calls Wrap-Up Over CTI - Count (SessionsWrapUpOverCti)................................121

(SessionsWrapUpOverCtiStart)................................................................................121

Calls Wrap-Up Over CTI - Time (DurSessionsWrapUpOverCti)...........................121

Calls Wrap-Up Pri - Count (SessionsWrapUpPri)...................................................121

Calls Wrap-Up Pri - Time (DurSessionsWrapUpPri)..............................................122

Calls Wrap-Up Pri ACD - Count (SessionsWrapUpPriAcd)...................................122

(SessionsWrapUpPriAcdStart) .................................................................................122

Calls Wrap-Up Pri ACD - Time (DurSessionsWrapUpPriAcd)..............................122

Calls Wrap-Up Pri CTI - Count (SessionsWrapUpPriCti) ......................................122

(SessionsWrapUpPriCtiStart) ...................................................................................122

Calls Wrap-Up Pri CTI - Time (DurSessionsWrapUpPriCti) .................................122

Agent State ......................................................................................................................123

State Agents On Calls ACD - Current Count ...........................................................123

State Agents On Calls CTI - Current Count .............................................................123

State Agents On Calls Non-ACD - Current Count ...................................................123

State Agents On Calls Place - Current Count ...........................................................123

State Available - Count (SessionsAvail)..................................................................123

MMMMMMMM


EADS Telecom North America – 2556-003 xxxiii

State Available - Current Count................................................................................123

(SessionsAvailStart)..................................................................................................124

State Available - Time (DurSessionsAvail).............................................................124

State Available - Time, Avg (AvgDurAvail)...........................................................124

State Available - Time, Pcnt (PcntAvail) ............................................................124

State Call Consult Place - Current Count .................................................................124

State Call Place - Current Count...............................................................................124

State Hold - Current Count .......................................................................................124

State Hold ACD - Current Count..............................................................................125

State Hold CTI - Current Count................................................................................125

State Hold Non-ACD - Current Count......................................................................125

State Hold Place - Current Count..............................................................................125

State Not Ready - Count (SessionsNotReady).........................................................125

State Not Ready - Current Count ..............................................................................125

State Not Ready - Time (DurSessionsNotReady)....................................................125

(SessionsNotReadyStart) ..........................................................................................126

State Offhook - Current Count..................................................................................126

State Online - Count (SessionsOnline) ....................................................................126

State Online - Current Count ....................................................................................126

State Online - Count, Max (MaximumAgentsSignedOn)........................................126

State Online - Count, Min (MinimumAgentsSignedOn) .........................................126

(SessionsOnlineStart)................................................................................................126

State Online - Time (DurSessionsOnline) ...............................................................126

State Other Line Off Hook - Time (DurSessionsOtherLineOffHook).....................127

State Other Time (OtherTime).................................................................................127

State Other Time - Pcnt (PcntOtherTime) ...............................................................127

State Ring - Current Count ......................................................................................127

State Ring ACD - Current Count ..............................................................................127

State Ring CTI - Current Count ................................................................................127

Table of Contents

xxxiv EADS Telecom North America –- 2556-003 MMMM MMMM

State Ring Non-ACD - Current Count......................................................................128

State Ring Call - Current Count................................................................................128

State Ring Call ACD - Current Count ......................................................................128

State Ring Call CTI - Current Count ........................................................................128

State Ring Call Non-ACD - Current Count ..............................................................128

State Ring Consult - Current Count ..........................................................................128

State Ring Consult ACD - Current Count.................................................................128

State Ring Consult CTI - Current Count...................................................................128

State Ring Consult Non-ACD - Current Count ........................................................129

State Talk - Current Count.......................................................................................129

State Talk ACD - Current Count ..............................................................................129

State Talk CTI - Current Count ................................................................................129

State Talk Non-ACD - Current Count ......................................................................129

State Talk Place - Current Count ..............................................................................129

State Talk Call - Current Count ................................................................................129

State Talk Call ACD - Current Count.......................................................................130

State Talk Call CTI - Current Count.........................................................................130

State Talk Call Non-ACD - Current Count...............................................................130

State Talk Call Place - Current Count.......................................................................130

State Talk Conf - Current Count...............................................................................130

State Talk Conf ACD - Current Count .....................................................................130

State Talk Conf CTI - Current Count .......................................................................130

State Talk Conf Non-ACD - Current Count .............................................................130

State Talk Conf Place - Current Count .....................................................................131

State Talk Consult - Current Count ..........................................................................131

State Talk Consult ACD - Current Count .................................................................131

State Talk Consult CTI - Current Count ...................................................................131

State Talk Consult Non-ACD - Current Count.........................................................131

State Talk Consult Place - Current Count.................................................................131

MMMMMMMM


EADS Telecom North America – 2556-003 xxxv

State Transitions - Count (SessionsTransition)........................................................131

State Transitions - Time (DurSessionsTransition)...................................................131

State Unavailable - Count (SessionsUnavail) ..........................................................132

State Unavailable - Current Count............................................................................132

(SessionsUnavailStart)..............................................................................................132

State Unavailable - Time (DurSessionsUnavail) .....................................................132

State Unavailable - Time, Avg (AvgDurUnavail) ...................................................132

State Unavailable - Time, Pcnt (PcntUnavail) .........................................................132

State Work - Count (SessionsWork)........................................................................132

State Work - Current Count ......................................................................................133

(SessionsWorkStart) .................................................................................................133

State Work - Time (DurSessionsWork) ...................................................................133

State Work - Time, Avg (AvgInWork)....................................................................133

State Work - Time, Pcnt (PcntInWork) ...................................................................133

State Work Other - Time (DurSessionsWorkOther)................................................133

State Work Other - Time, Avg (AvgDurWorkOther)..............................................133

State Work Other - Time, Pcnt (PcntWorkOther)....................................................133

Chapter 4 ..............................................................................................................................135

Call Type Statistics ..............................................................................................................135

Information......................................................................................................................135

Call Center (CallCenter) ..........................................................................................135

Call Type Dirn (CallTypeDirn) ...............................................................................135

Call Type Name (CallTypeName) ...........................................................................135

Call Type User Group (CallTypeUserGroup)..........................................................135

(IntervalBegin)..........................................................................................................135

(IntervalEnd).............................................................................................................135

CallCenter Metrics ..........................................................................................................136

Avg Speed Of Answer (AvgSpeedOfAnsw) ...........................................................136

Service Level (ServiceLevel)...................................................................................136

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xxxvi EADS Telecom North America –- 2556-003 MMMM MMMM

Average Queue Time.......................................................................................................136

AQT Avg Handle Time ............................................................................................136

AQT Avg Queue Time .............................................................................................136

AQT Avg Time Between Aband Calls .....................................................................136

AQT Avg Time Between Rcvd Calls .......................................................................136

Abandoned Calls .............................................................................................................137

Calls Aband - Count (CallsAband) ...........................................................................137

Calls Aband - Pcnt (PcntAband)..............................................................................137

Calls Aband By Dirn After Call Guide - Count (CallsAbandDirnAfterCallGuide) .137

Calls Aband By Trunk After Call Guide - Count (CallsAbandTrunkAfterCallGuide)..................................................................................................................................137

Calls Aband During IVR - Count (CallsAbandIvr) .................................................137

Calls Aband During IVR - Q Time (QDurCallsAbandIvr)......................................137

Calls Aband During IVR - Q Time, Max (LongQDurCallsAbandIvr)....................138

Calls Aband In Q - Count (CallsAbandInQ)............................................................138

Calls Aband In Q - Q Time (QDurCallsAbandInQ) ................................................138

Calls Aband In Q - Q Time, Max (LongQDurCallsAbandInQ) ..............................138

Calls Aband Range 1 - Count (CallsAbandRange1)................................................138









Calls Aband Range Last - Count (CallsAbandRangeX)..........................................140

Calls Aband Ringing - Count (CallsAbandRinging) ...............................................140

Calls Aband Ringing - Q Time (QDurCallsAbandRinging)....................................140

MMMMMMMM


EADS Telecom North America – 2556-003 xxxvii

Calls Aband Ringing - Q Time, Max (LongQDurCallsAbandRinging) ..................140

Calls Aband Ringing - Ring Time (DurRingTimeAband).......................................140

Calls Aband Short - Count (CallsAbandShort)........................................................140

Calls Aband Threshold After - Count (CallsAbandAfterThres) ..............................141

Calls Aband Threshold Within - Count (CallsAbandWithinThres).........................141

Aborted Calls...................................................................................................................141

Calls Aborted No Agents CTI - Count (CallsAbortNoAgentsCti) ..........................141

Calls Aborted No Agents CTI - Q Time (QDurCallsAbortNoAgentsCti)...............141

Calls Aborted No Agents CTI - Q Time, Mx (LongQDurCallsAbortNoAgentsCti)141

Call Guide Calls Busy Out ..............................................................................................142

Calls Final Disposition Busy Out - Count (CallsFinalDispBusyOut)......................142

Call Guide Calls Distributed Immediately ......................................................................142

Calls Distributed Immediately - Count (CallsDistribImmediately) .........................142

Call Guide Exit Step........................................................................................................142

Calls Call Guide Exit - Count (CallsCallGuideExit) ...............................................142

Calls Call Guide Exit - Q Time (QDurCallsCallGuideExit)....................................142

Calls Call Guide Exit - Q Time, Max (LongQDurCallsCallGuideExit) ..................142

Call Guide First Step IVR ...............................................................................................142

Calls IVR First Step - Count (CallsIvrFirstStep) .....................................................142

(CallsIvrFirstStepStart) .............................................................................................143

Calls IVR First Step - Time (DurCallsIvrFirstStep) ................................................143

Call Guide Marked As Answered....................................................................................143

Calls Call Guide Marked As Answered - Count (CallsMarkAnsw)........................143

Call Guide Transferred....................................................................................................143

Calls Trans - Count (CallsTrans) .............................................................................143

Calls Trans Placed - Count (CallsTransPlaced).......................................................143

Calls Trans Rcvd - Count (CallsTransReceived).....................................................143

Calls Call Guide Trans - Count (CallsCallGuideTrans) ..........................................143

Calls Call Guide Trans - Q Time (QDurCallsCallGuideTrans)...............................144

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xxxviii EADS Telecom North America –- 2556-003 MMMM MMMM

Calls Call Guide Trans - Q Time, Max (LongQDurCallsCallGuideTrans) .............144

Calls ANI Routed - Count (CallsAniRoute) ............................................................144

Calls ANI Routed - Q Time (QDurCallsAniRoute).................................................144

Calls ANI Routed - Q Time, Max (LongQDurCallsAniRoute)...............................144

Calls Agent Transferred In - Count (CallsAgentTransIn) .......................................144

Calls Agent Transferred Out - Count (CallsAgentTransOut) ..................................144

Calls Deflected ................................................................................................................144

Calls Deflected - Count (CallsDeflected) ................................................................144

Calls Deflected Due Alternate Queue Depth - Count (CallsDeflectDueAltQDepth)145

Calls Deflected Due Alternate Queue Time - Count (CallsDeflectDueAltQTime)..145

Calls Deflected Due Queue Depth - Count (CallsDeflectDueQDepth)...............145

Calls Deflected Due Queue Time - Count (CallsDeflectDueQTime)......................145

Calls In Progress..............................................................................................................146

Calls In Progress - Current Count.............................................................................146

Calls Offered ...................................................................................................................146

Calls Offered - Count (CallsOffered) ......................................................................146

Calls On Hold..................................................................................................................146

Calls On Hold - Count (CallsHold) .........................................................................146

(CallsHoldStart) ........................................................................................................146

Calls On Hold SDG - Time (DurCallsHoldSDG)....................................................146

Calls On Hold SDG - Count (CallsHoldSDG) ........................................................146

(CallsHoldSDGStart) ................................................................................................147

Calls On Hold - Time (DurCallsHold)....................................................................147

Calls Parked.....................................................................................................................147

Calls Parked - Count (CallsParked).....................................................................147

(CallsParkedStart) .....................................................................................................147

Calls Parked - Time (DurCallsParked) ....................................................................147

Calls Queued ...................................................................................................................147

Calls Queued - Count (CallsQWaiting) ...................................................................147

MMMMMMMM


EADS Telecom North America – 2556-003 xxxix

Calls Queued All - Count (CallsQ)..........................................................................147

(CallsQStart) .............................................................................................................148

Calls Queued - Count, Max (MaxCallsQ) ...............................................................148

Calls Queued - Current Count...................................................................................148

Calls Queued - Current Q Time, Max.......................................................................148

Calls Queued - Q Time (QDurCallsQ) ....................................................................148

Calls Queued - Q Time, Avg (AvgTimeInQ) ..........................................................148

Calls Queued To Agent Group - Current Count .......................................................148

Calls Received.................................................................................................................149

Calls Rcvd - Count (CallsAnswAll) ........................................................................149

Calls Rcvd ACD/CTI - Count (CallsAnsw).............................................................149

(CallsAnswStart).......................................................................................................149

Calls Rcvd ACD/CTI - Count, Pcnt (PcntCallsAnsw) ............................................149

Calls Rcvd ACD/CTI - Q Time (QDurCallsAnsw).................................................149

Calls Rcvd ACD/CTI - Talk Time (DurCallsAnsw) ...............................................149

Calls Rcvd ACD/CTI - Talk Time, Avg (AvgTalkTime)........................................150

Calls Rcvd ACD/CTI Talk and Wrap-Up - Time, Avg (AvgTalkAndWrapUpTime)150

Calls Rcvd By Dirn After Call Guide - Count (CallsAnswDirnAfterCallGuide).....150

Calls Rcvd By Trunk After Call Guide - Count (CallsAnswTrunkAfterCallGuide)150

Calls Rcvd By Trunk During Call Guide - Count (CallsAnswTrunkDuringCallGuide)..................................................................................................................................150

Calls Rcvd Over - Count (CallsAnswOver)..............................................................150

(CallsAnswOverStart)...............................................................................................151

Calls Rcvd Over - Q Time (QDurCallsAnswOver) .................................................151

Calls Rcvd Over - Q Time, Max (LongQDurCallsAnswOver) ...............................151

Calls Rcvd Over - Ring Time (DurRingTimeAnswOver) .......................................151

Calls Rcvd Over - Talk Time (DurCallsAnswOver) ...............................................151

Calls Rcvd Pri - Count (CallsAnswPri) ...................................................................151

(CallsAnswPriStart) ..................................................................................................151

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xl EADS Telecom North America –- 2556-003 MMMM MMMM

Calls Rcvd Pri - Q Time (QDurCallsAnswPri)........................................................152

Calls Rcvd Pri - Q Time, Max (LongQDurCallsAnswPri)......................................152

Calls Rcvd Pri - Ring Time (DurRingTimeAnswPri)..............................................152

Calls Rcvd Pri - Talk Time (DurCallsAnswPri) ......................................................152










Calls Rcvd Range Last - Count (CallsAnswRangeX) .............................................153

Calls Rcvd SDG Over - Count (Calls Answ SDG Over).........................................154

(CallsRcvdSDGOverStart)........................................................................................154

Calls Rcvd SDG Over - Talk Time (DurCallsAnswSDGOver) ..............................154

Calls Rcvd SDG Pri - Count (CallsAnswSDGPri) ..................................................154

(CallsAnswPriSDGStart) ..........................................................................................154

Calls Rcvd SDG Pri - Talk Time (DurCallsAnswSDGPri) ......................................154

Calls Rcvd Threshold After - Count (CallsAnswAfterThres) .................................154

Calls Rcvd Threshold Within - Count (CallsAnswWithinThres) ............................155

Calls Wrap-up..................................................................................................................155

Calls Wrap-Up ACD/CTI - Time (DurSessionsWrapUp) .......................................155

Calls Wrap-Up ACD/CTI - Time, Avg (AvgDurSessionsWrapUp) .......................155

Calls Wrap-Up Over - Time (DurSessionsWrapUpOver) .......................................155

Calls Wrap-Up Pri - Time (DurSessionsWrapUpPri)..............................................155

Chapter 5 ..............................................................................................................................157

Call Source Tracking Statistics...........................................................................................157

MMMMMMMM


EADS Telecom North America – 2556-003 xli

Information......................................................................................................................157

AgentId .....................................................................................................................157

AgentGroupDirn .......................................................................................................157

AgentGroupUserGroup.............................................................................................157

CallCenter .................................................................................................................157

CallTypeDirn ............................................................................................................157

CallTypeUserGroup..................................................................................................158

DNIS .........................................................................................................................158

IntervalBegin ............................................................................................................158

IntervalEnd................................................................................................................158

Abandoned Calls .............................................................................................................158

CallsAbandRingingOver...........................................................................................158

DurCallsAbandRingingOver.....................................................................................158

CallsAbandRingingPri ..............................................................................................158

DurCallsAbandRingingPri........................................................................................159

Calls On Hold..................................................................................................................159

CallsHoldOver ..........................................................................................................159

CallsHoldOverStart...................................................................................................159

DurCallsHoldOver ....................................................................................................159

CallsHoldPri..............................................................................................................159

CallsHoldPriStart ......................................................................................................159

DurCallsHoldPri .......................................................................................................159

Calls Received.................................................................................................................160

CallsAnswOver.........................................................................................................160

CallsAnswOverStart .................................................................................................160

DurCallsAnswOver...................................................................................................160

DurRingCallsAnswOver ...........................................................................................160

CallsAnswPri ............................................................................................................160

CallsAnswPriStart.....................................................................................................160

Table of Contents

xlii EADS Telecom North America –- 2556-003 MMMM MMMM

DurCallsAnswPri ......................................................................................................161

DurRingCallsAnswPri ..............................................................................................161

Call Wrap-up Sessions ....................................................................................................161

DurCallsWrapUpOver ..............................................................................................161

DurCallsWrapUpPri..................................................................................................161

Unanswered Calls............................................................................................................161

CallsUnanswOver .....................................................................................................162

DurCallsUnanswOver ...............................................................................................162

CallsUnanswPri ........................................................................................................162

DurCallsUnanswPri ..................................................................................................162

Chapter 6 ..............................................................................................................................163

Call Session and Called Party Statistics.............................................................................163

Information......................................................................................................................163

ANIDigits..................................................................................................................163

CallID .......................................................................................................................163

ConferenceWithCallID .............................................................................................163

DeliveringCallTypeDirn ...........................................................................................163

DNISDigits ...............................................................................................................163

DIALEDDigits..........................................................................................................163

FirstAgentID .............................................................................................................164

FirstAgentGroupDirn................................................................................................164

FirstCallTypeDirn.....................................................................................................164

OriginationPort .........................................................................................................164

OriginationType........................................................................................................164

PlacedCall .................................................................................................................164

TimeStampCreation ..................................................................................................164

TransferToCallID......................................................................................................165

Statistics ..........................................................................................................................165

Abandoned................................................................................................................165

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EADS Telecom North America – 2556-003 xliii

ConfRcvd..................................................................................................................165

Delivered...................................................................................................................165

DurAbandon..............................................................................................................165

DurCall......................................................................................................................165

DurHold ....................................................................................................................165

DurIVR .....................................................................................................................165

DurQueue..................................................................................................................166

DurRing ....................................................................................................................166

DurPark.....................................................................................................................166

DurTalk.....................................................................................................................166

DurTilFirstAnsw.......................................................................................................166

DurWrap ...................................................................................................................166

DurLastWrap ............................................................................................................166

Held...........................................................................................................................166

OaiEvents..................................................................................................................167

Parked .......................................................................................................................167

Queued......................................................................................................................167

TransRcvdUnannounced...........................................................................................167

TransRcvdAnnounced ..............................................................................................167

Called Party Statistics......................................................................................................167

Information......................................................................................................................167

AgentDirn .................................................................................................................167

AgentGroupDirn .......................................................................................................167

AgentID ....................................................................................................................168

CallID .......................................................................................................................168

CallTypeDirn ............................................................................................................168

DestinationType........................................................................................................168

DestinationPort .........................................................................................................168

TimeStampConnect ..................................................................................................168

Table of Contents

xliv EADS Telecom North America –- 2556-003 MMMM MMMM

Statistics ..........................................................................................................................169

CallsAbandon............................................................................................................169

CallsAbandon Hold...................................................................................................169

CallsAnsw.................................................................................................................169

CallsHold ..................................................................................................................169

CallsParked ...............................................................................................................169

CallsRing ..................................................................................................................169

DurAbandon..............................................................................................................169

DurCallsAnsw...........................................................................................................169

DurCallsHold ............................................................................................................170

DurIVR .....................................................................................................................170

DurQueue..................................................................................................................170

DurRing ....................................................................................................................170

Chapter 7 ..............................................................................................................................171

Trunk Statistics ....................................................................................................................171

Trunk Group....................................................................................................................171

Informational ...................................................................................................................171

TrunkGroup ..............................................................................................................171

GroupType ................................................................................................................171

UserGroup.................................................................................................................171

IntervalBegin ............................................................................................................171

IntervalEnd................................................................................................................171

Statistics ..........................................................................................................................172

IdleStatus ..................................................................................................................172

MOSStatus ................................................................................................................172

SeizeAttempts ...........................................................................................................172

AllTrunksBusy..........................................................................................................172

GroupBusy................................................................................................................172

GroupBusyDur..........................................................................................................172

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Trunk Member.................................................................................................................172

Informational ...................................................................................................................172

TrunkGroup ..............................................................................................................172

Port............................................................................................................................173

Status.........................................................................................................................173

ChannelNum.............................................................................................................173

IntervalBegin ............................................................................................................173

IntervalEnd................................................................................................................173

Statistics ..........................................................................................................................173

Termination...............................................................................................................173

TermDur....................................................................................................................173

Originations ..............................................................................................................173

OrigDur.....................................................................................................................173

Failures......................................................................................................................174

Appendix 1............................................................................................................................175

Statistic Summary Table .....................................................................................................175

Appendix II...........................................................................................................................189

Statistic Rollup Types..........................................................................................................189

Agent Statistic Rollup Types...........................................................................................189

Agent Group Statistic Rollup Types................................................................................200

Call Type Statistic Rollup Types.....................................................................................216

Appendix III .........................................................................................................................221

Revision History - 2556-002 ................................................................................................221

Centergy Load Information for this Revision .................................................................221

ACD Call Definition Change (Counters/Durations) .......................................................221

Statistics Affected .....................................................................................................221

Consultation Call Changes ..............................................................................................222

Statistics Affected .....................................................................................................222

Call Type ACD Primary and Overflow Duration Changes.............................................222

Statistics Impacted: ...................................................................................................222

Table of Contents

xlvi EADS Telecom North America –- 2556-003 MMMM MMMM

Conference Call Changes ................................................................................................223

Conference Statistics Definitions..............................................................................223

Agent Originates the Conference..............................................................................223

Agent Added to an Existing Conference ..................................................................223

Conference Statistics Affected..................................................................................223

Individual Statistics Affected....................................................................................224

Conference Statistics Removed ................................................................................224

Appendix IV .........................................................................................................................225

Revision History 2556-003...................................................................................................225

Centergy Load Information for this Revision .................................................................225

SDG - Satellite Directory Group Statistics......................................................................225

SDG Statistic Additions............................................................................................226

Changes to Existing Formulas for SDG Statistics ....................................................227

Statistics Now Enabled....................................................................................................227

Other Formula Changes...................................................................................................227

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EADS Telecom North America – 2556-003 xlvii

About This Publication

The Centergy Statistics Reference provides the definitions and formulas for the Centergy Statistics. It also describes how the statistical information generated from that data that is available for use by call center management.

Audience

This publication is intended for internal EADS Telecom North America staff and is approved only for those customers who are involved with Centergy statistics.

Organization

This manual contains the following chapters:

Chapter Topic Description

Chapter 1 Introduction Provides an introduction to the Centergy statistics.

Chapter 2 Agent Statistics Provides names, definitions, and formulas for the agent statistics.

Chapter 3 Agent Group Statistics Provides names, definitions, and formulas for the agent group statistics.

Chapter 4 Call Type Statistics Provides names, definitions, and formulas for the call type statistics.

Chapter 5 Call Source Tracking Statistics

Provides names, definitions, and formulas for the call source tracking statistics.

Chapter 6 Call Session and Called Party Statistics

Provides names, definitions, and formulas for the call session and called party statistics.

Chapter 7 Trunk Statistics Provides names, definitions, and formulas for the trunk statistics.

Appendix I Statistic Summary Table Summary of statistics and their types

Appendix II Statistic Rollup Tables Agent, agent group, and call type rollup statistic types.

Appendix III Revision History 2556-002

Provides a history of changes made for this edition of the Statistics Reference.

Appendix IV Revision History 2556-003

Provides a history of changes made for this edition of the Statistics Reference.


xlviii EADS Telecom North America –- 2556-003 MMMM MMMM

Conventions Used In This Manual

This manual uses the following document conventions to help you identify different types of information.

Convention Description Example

Angle brackets < >

Key names

Keys to press

Press <Enter> to accept the default value.

Bold text Characters to enter when referenced in a procedure

In the example, select the DTMF group type.

(Italics) Explanatory text within a command sample

(Building Ports)

Courier Example of output that a system displays

Enter Password (and Username)

Horizontal Ellipses Horizontal line omissions in a command sequence

...

Vertical Ellipses Vertical line omissions in a command sequence

.

.

.

Provides supplemental information.

The prompt may not display if …

Provides information to help you avoid possible damage to hardware or a system crash (without data loss).

Use case sensitive commands to keep from destroying…

Provides information to ensure that you avoid danger, death, or permanent damage to a system.

DO NOT touch exposed wires.

Action column In a step/action/result table, contains an instruction.

Type SPAR.

Result column In a step/action/result table, contains anything important that the action causes to happen.

The console displays the new parameter values.

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EADS Telecom North America – 2556-003 xlix

References

The following publications provide related information.

Publication Number Title Description

2470-00N Centergy Supervisor Guide Provides the activities supervisors must perform and the procedures they use with the Centergy product.

2471-00N Centergy Operations and Maintenance Guide

Establishes operations and maintenance activities for end-users of the Centergy product.

2503-00N Centergy Administrator Guide

Provides the activities administrators must perform and the procedures they use with the Centergy product.

2506-00N Centergy Reports Guide Provides the reports end users may produce with the Centergy product.

2515-003 Centergy Features and Enhancements 1.2

Describes the features and enhancements added to the Centergy 1.2 version release.

2515-004 Centergy Features and Enhancements 1.3

Describes the features and enhancements added to the Centergy 1.3 version release.

2547-00N CallWise to Centergy Migration Guide

Defines the differences and correlations between the new Centergy product and the older obsolete CallWise product.

2557-00N Centergy Engineering Database Reference

Provides a reference of database settings for engineers who are installing the Centergy product.


l EADS Telecom North America –- 2556-003 MMMM MMMM

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EADS Telecom North America – 2556-003 1

Chapter 1

Centergy Statistics Introduction

The Centergy product is composed of the Centergy Network Management Server (CNMS) and Centergy Manager clients. It derives of call center activity data from the event information provided by the PointSpan switch. This publication describes the statistical information generated from that data that is available for use by call center management.

There are two types of data in Centergy:

• Intrinsic - Event information received directly from the switch.

• Calculated - Statistics that are calculated using intrinsic.

CNMS supports two classes of statistics. One class consists of items that are accumulated and periodically written to the CNMS SQL database for historical reporting. A second class consists of items that are maintained by the Centergy server and are only accessible in real-time through the Centergy Manager display sessions.

CNMS maintains statistics on three groups of call center entities: Agents, Agent Groups, and Call Types. It also collects and saves summary information for each call handled by the switch. The remainder of this document describes the statistics provided by CNMS for each of these types.

Definitions

The following are definitions relating to the statistics.

Term Definition

DIRN Directory number

ACD Calls A call is considered an ACD call if one of two conditions is met. • The agent receives a call through a call type. • The agent receives a consultation call through a call type

and then transfers the call. Both the consultation call and the transferred call will be considered ACD.

Standard ACD call An ACD call that is delivered to the agent in a normal manner. An inbound ACD call is considered standard.

CTI-generated ACD Call

A CTI application delivers the ACD call to the agent.

External Calls • Calls placed by the agent to a party outside of the switch. • Calls placed directly to the agent directory number from a

party outside of the switch.

Chapter 1. Centergy Statistics Introduction

2 EADS Telecom North America –- 2556-003 MMMM MMMM

Term Definition

Internal Calls • Calls placed by the agent to a party internal to the switch. • Calls placed directly to the agent directory number from an

internal party.

Non-ACD Calls Internal and/or External calls.

ACD Hierarchy

Agent Pilot (Agent Group)

SALES

Agent A

Agent B

Agent C


REPAIR

Agent D

Agent F

Agent E


BILLING

Agent G Agent H

Agent I

Product or Steering Pilot(Call Type)

CALL GUIDEProcessing

QueuingIVR Msg with Choices

CTI/ANI RoutingAgent Group Selection

Etc.

ACompany

1-800 Number

MMMMMMMM



Statistic Name Types

Type Definition

Display Name The identifier for the statistic that is used by Centergy Manager. If a name is not provided for an entry, then that item is not available as a real-time statistic in a Centergy Manager display session.

Database Name The identifier for the statistic that is used in the SQL database and in this document for building formula definitions. For intrinsic statistics, it is also the name of the database column statistic.

Naming Conventions for Statistics

The abbreviations listed below are used in referencing the statistics.

Term Abbeviation

Abandoned Aband

Answered Answ

Average Avg

Conference Conf

Consultation Const

Deflected Deflect

Disposition Disp

Duration Dur

External Ext

Internal Int

Longest Long

Overflow Over

Percent Pcnt

Primary Pri

Queue Q

Threshold Thres

Transferred Trans

Utilization Util



Crystal Reports Formulas

Centergy statistics are arithmetic expressions that reference intrinsic or other calculated statistics. The statistic database includes formulas that are based on these expressions and that are compatible with the Crystal Report reporting tool used by Centergy Manager.

The Crystal formula format imposes a strict syntax that includes punctuation rules as well as requirements that statistic references include the name of the table containing the desired statistic data values and the id value to be used for data aggregation.

As a result, each calculated statistic in the CNMS statistic database will have many corresponding Crystal-compatible formulas. The format of a formula name string and the valid options for each of its component strings are presented below.

The Formula Name Template:

F_class_type_option_statistic

The Crystal Reports Formula Name String Format

Class - Identifies one of four classes of functions supported by Centergy.

Valid Entries Definition

IR An Enterprise-defined formula referenced in textual Crystal reports. All members of this class adhere to this naming convention.

(Formulas beginning with "F_IR")

IG An Enterprise-defined formula used in graphical Crystal charts. All members of this class adhere to this naming convention.

(Formulas beginning with "F_IG")

UR A user-defined formula (call center or site specific) referenced in textual Crystal reports. No restriction is placed on the remainder of the formula name. However, for compatibility with future CNMS enhancements involving formula manipulation, adoption of the naming convention is recommended.

(Formulas beginning with "F_UR")

UG A user-defined formula (call center or site specific) referenced in graphical Crystal charts. No restriction is placed on the remainder of the formula name. However, for compatibility with future CNMS enhancements involving formula manipulation, adoption of the naming convention is recommended.

(Formulas beginning with "F_UG")

MMMMMMMM



Type - Identifies the table from which the intrinsic data values were obtained.

Valid Field Entries Description

AS Agent statistics data

AG Agent group statistics data

CT Call type statistics data

CD Call data records

Option - Identifies the level and type of aggregation for the resultant statistic value.

Valid Entries Description

Raw No aggregation. The statistic formula is applied individually to each database record.

AgentId A composite value is computed for each AgentId appearing in the record set extracted from the Agent database.

DIRN A composite value is computed for each AgentGroupDirn appearing in record sets extracted from either the Agent or AgentGroup databases, or for each CallTypeDirn appearing in record sets extracted from the CallType database.

Folder A composite value is computed for each collection of data records extracted from the Agent database corresponding to agents assigned to the same folder.

Interval A composite value is computed for each collection of data records corresponding to the same data collection interval.

Daily A composite value is computed for each day for which data appears in the record set extracted from the database.

Sum A composite value is computed by using all the data set records extracted from the database.

Statistic - Uniquely identifies the specific calculation.

Valid Options

CallsAnswAcd

CallsAbandAcd

AvgCallAndWrapUpTime

Etc.



Duration Reporting, Averages, and Start Counters

Duration reporting for interval statistics is handled in one of two ways.

Durations that Span only one Interval

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

• Example: The duration of a call is not known until the agent completes the call. This duration is recorded in the interval in which the call was answered. Any queue time for an answered call cannot be reported until the call is actually answered. In these cases, the full duration associated with the activity and any associated counter values are reported in the interval in which the activity is completed.

• Calculating Averages: Average duration values are computed by dividing the sum of the duration values by the associated counter value. All required information for the computation is contained in the same interval.

Durations that Span more than one Interval

When durations span more than one interval, the meaning of the duration statistic is associated with the event that initiated the activity. In this case, the counter is reported in the first interval along with the duration for that interval only, starting with the event itself and ending with the "end of the interval" time. After the first interval, only the duration will be recorded with no counter. An average cannot be computed for this interval.

• Example:

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

– The talk time, from the time that the call is answered to the time that the interval ends, is recorded.

– The talk time spans an additional interval.

– Because there is no counter in the additional interval that says how many calls are associated with the talk time, an average cannot be computed.

• Activity (Peg) Counters:

– Activity counters are provided to specify the number of activities that were active at the beginning of each interval.

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

– The statistic name is the same as that of the peg counter, but has the keyword Start appended to it.

Normal Peg Counter Start Counter

CallsAnswPri CallsAnswPriStart

MMMMMMMM



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

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

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

Weighted Averages for Rollup Statistics

In addition to the sum and average totals that are supported, Centergy also supports weighted average as a rollup type. For Centergy 1.3, all averages and percentages are set to "Weighted Average".

Statistics can be configured as one of four types for calculation in the summary (rollup) row of a display session. The rollup type cannot be changed.

Rollup Type Definition

N/A No rollup for this statistics (not applicable).

Sum Add up all the rows for the specified column.

Average Add up all the rows for the specified column and divide by the number of rows.

Weighted Average Reapply the necessary formula to the sum of all of the statistics that are part of the formula for this specific statistic. The user cannot change the rollup types.

Example:

An example of average and weighted average where the formula for AverageTalk is TalkDuration/CallsAnswered:

CallType CallsAnswered(sum) TalkDuration(sum) AverageTalk(average)

2000 1000 5000 5

3000 2 50 25

Rollup 1002 5050 15 (Average)

5.04 (Weighted Ave.)

Compute the simple average by adding all of the rows in the AverageTalk column (5+25), and dividing by the number of rows (2). The average is 15 for Average Talk.



A weighted average requires that the formula be reapplied. The sum of TalkDuration (5050) is divided by the sum of CallsAnswered (1002). The weighted average is 5.04 for AverageTalk.

Statistic Rollup type definitions are listed in the Appendix:

• Agent Statistic Rollup Types

• Agent Group Statistic Rollup Types

• Call Type Statistic Rollup Types

Event Processing

The CNMS collects statistical data by processing events transmitted by the switch. A state "machine" is maintained for each agent that provides the context for the interpretation of each event CNMS receives. The following sections describe the states of this agent state machine.

Session Related Agent States

The following represent session related agent states:

State Description

Offline The agent is signed off of the agent group. Centergy does not keep statistics for offline agents.

Online The agent is signed on to the agent group. Centergy begins to accumulate statistics for the agent when the agent goes online.

Available The agent is available to receive ACD calls, but is not involved in any other activity.

Work The agent: • Has gone into the manually generated Work state by pressing the

Work feature button on the agent phone. • Is not available to take ACD calls. • Can place and receive Non-ACD calls • Can transition to the other appropriate states and will return to the

Work state after completion of this activity.

Unavailable The agent: • Has gone into the manually generated Unavailable state by pressing

the Unavailable feature button on the agent phone. • Is not available to take ACD calls. • Can enter a pre-defined Unavailable code to account for his time

during the Unavailable state. • Can place and receive Non-ACD calls. • Can transition to the other appropriate states, and will return to the

unavailable state after completion of this activity.

MMMMMMMM



State Description

Wrap The agent: • Is placed in this state automatically if automatic Wrap-up time is set

up on the switch. • Is not available to take ACD calls. • Typically uses the time for post-call Work. • Can place and receive Non-ACD calls, can transition to the other

appropriate states, and will return to the Wrap state after completion of this activity, if the Wrap-up timer has not expired.

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

needs to be reserved for receiving call that will be provided from a CTI application.

Received Call Related Agent States

Types of Calls Received by Agents

Type Definition

ACD A call is routed to the agent through a call type in the standard manner.

CTI A call is routed through a call type directory number by a CTI application.

Non-ACD A call is made directly to or from the agent directory number rather than being routed through a call type.

Received Ring States

A call is delivered to the agent (any type) and the agent phone rings.

State Description

ACD Ring An inbound ACD call has been delivered to the agent.

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

CTI Ring A CTI application has delivered an outbound call back through an ACD call type to select an agent.

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

Non-ACD Ring A Non-ACD call has been delivered directly to the agent directory number.



State Description

Non-ACD Consult Ring

A Non-ACD consultation call has been delivered directly to the agent directory number.

Received Talk States

The agent has answered the call (any type).

State Description

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

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

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

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

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

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

Non-ACD Talk The agent has answered an internal or external non-ACD call.

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

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

Received Hold States

The agent has placed the current call (any type) on hold.

State Description

ACD Hold The agent has put an ACD call on hold.

CTI Hold The agent has put a CTI-originated call on hold.

Non-ACD The agent has put a Non-ACD call on hold.

MMMMMMMM



Placed Call Agent States

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

State Description

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

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

State Description

Place Call The agent has originated a call

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

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

State Description

Placed Talk The agent is talking on a call.

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

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

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

Miscellaneous Agent States

State Definition

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



State Definition

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

The Unknown state can occur: • During the cold start process. • During database synchronization with the switch. • If the CNMS finds a call that has been stuck in a state

past a pre-defined time. Handling of the call is aborted, the state is set to "Unknown" until an event is received to transition to a known state.

MMMMMMMM



Chapter 2

Agent Statistics

This chapter describes all of the statistics related to individual agents. Agent data is maintained in two forms: activity for fixed intervals and activity during each interval when an agent is signed on.

Fixed interval activity is logged to the CNMS SQL database table tbl_AgentStatistics. The length of an interval is configured in Centergy Manager for the entire call center. Daily rollup of the interval data is maintained in the table tbl_AgentStatisticsDaily. Activity for each signed on interval is kept in tbl_AgentSessionStatistics.

The format of the agent statistics tables is identical to the agent session tables with the exception that the agent session table has entries for sign-on and sign-off time, while the agent statistics and agent statistics daily tables have entries for the beginning and end of the data collection interval.

Information

Agent Dirn (AgentDirn)

The agent directory number that is assigned to the agent in the switch database.

Agent Id (AgentId)

The numeric identifier that is assigned to an agent in the switch database, and used by the agent for operations such as agent sign-on.

Agent Name (AgentName)

The name that is assigned to the agent in the switch database.

Agent User Group (AgentUserGroup)

The user group number that is assigned to the agent in the switch database.

Agent Group Dirn (AgentGroupDirn)

The directory number that is assigned to the agent group in the switch database.

Agent Group User Group (AgentGroupUserGroup)

The user group number that is assigned to the agent group in the switch database.

Chapter 2. Agent Statistics


Call Center (CallCenter)

The numeric identifier of the call center where the agent is assigned.

(IntervalBegin)

The date and time data collection for the associated data values began. This item appears only in the agent statistics database tables.

(IntervalEnd)

The date and time data collection for the associated data values ended. Data is collected up to, but not including, the time specified. This item appears only in the agent statistics database tables.

(SignOnTime)

The date and time the agent signed on and data collection for the associated signed on session began. This item appears only in the agent session statistics database table.

(SignOffTime)

The date and time the agent signed off and data collection for the associated signed on session ended. This item appears only in the agent session statistics database table.

Caller Id

This real-time statistic provides the dialed-digits associated with the agent’s current call. For an outbound call, the value provides the digits dialed by the agent. For inbound calls, it is the ANI of the caller.

MMMMMMMM



CallCenter Metrics

Occupancy Rate (OccupancyRate)

100 * (DurCallsCustomer + DurSessionsWrapUp) /

(DurCallsCustomer + DurSessionsWrapUp + DurSessionsAvail)

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

Service Level (ServiceLevel)

100 * CallsAnswWithinThres / (CallsAnswAll + CallsAband)

The percentage of calls assigned to the agent that were answered within the answer threshold assigned to the agent group.

Utilization, Pcnt (PcntUtil)

100 * (DurCallsCustomer + DurSessionsWrapUp) / DurSessionsOnline

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

Abandoned Calls

The statistics in this section provide information on calls that were disconnected by the caller before the agent answered.

Calls Aband - Count (CallsAband)

CallsAbandWithinThres + CallsAbandAfterThres

The total number of calls delivered to the agent that were abandoned by the caller before the agent answered.

Calls Aband Ringing - Ring Time (DurRingTimeAband)

DurRingTimeAbandPriACD + DurRingTimeAbandOverACD +

DurRingTimeAbandPriCTI + DurRingTimeAbandOverCTI

The total duration of ring time for all ACD calls that rang at the agent station before being abandoned by the caller.



Calls Aband Ringing Over ACD - Ring Time (DurRingTimeAbandOverAcd)

The duration of ring time for standard ACD calls abandoned by the calling party before the agent answered, and the agent selected was a member of an overflow agent group defined in the call guide.

Calls Aband Ringing Over CTI - Ring Time (DurRingTimeAbandOverCti)

The duration of ring time for CTI-generated ACD calls abandoned by the calling party before the agent answered, and the agent selected was a member of an overflow agent group defined in the call guide.

Calls Aband Ringing Pri ACD - Ring Time (DurRingTimeAbandPriAcd)

The duration of ring time for standard ACD calls abandoned by the calling party, and the agent selected was a member of the primary agent group defined in the call guide.

Calls Aband Ringing Pri CTI - Ring Time (DurRingTimeAbandPriCti)

The duration of ring time for CTI-generated ACD calls abandoned by the calling party, and the agent selected was a member of the primary agent group defined in the call guide.

Calls Aband Threshold After - Count (CallsAbandAfterThres)

The count of calls abandoned by the calling party after (greater than) the threshold (ring time) set for the agent group. This threshold value is assigned in the Centergy Manager.

Calls Aband Threshold Within - Count (CallsAbandWithinThres)

The count of calls abandoned by the calling party within (less than or equal to) the threshold (ring time) set for the agent group. This threshold value is assigned in the Centergy Manager.

Conference Calls

The statistics in this section deal with conference calls that involve an agent. Due to the nature of setting up a conference, the agent’s statistics for consultation will be updated whenever a conference is placed or received. The consultation stats correspond to the actions performed during conference setup when the agent setting up the conference calls. The agent initiating the conference announces to the new agent they are about to be included in the conference and then joins the agents to the conference. The statistics of both the agent establishing the conference, and the agent being added to the conference are affected.

MMMMMMMM



Calls Conf - Count (CallsConf)

CallsConfPlaced + CallsConfReceived

The total number of conference calls this agent joined and placed.

Calls Conf - Time (DurCallsConf)

DurCallsConfPlaced + DurCallsConfReceived

The total length of time the agent spent on conference calls.

Calls Conf - Time, Avg (AvgDurConfCall)

DurCallsConf / CallsConf

The average length of time the agent spent on each conference call.

Calls Conf - Time, Pcnt (PcntConf)

100 * DurCallsConf / DurSessionsOnline

The percentage of time this agent was occupied with conference calls versus the time this agent was signed on.

Calls Conf Placed - Count (CallsConfPlaced)

CallsConfExternalPlaced + CallsConfInternalPlaced

The count of conference calls both internal and external that this agent created.

Calls Conf Placed - Time (DurCallsConfPlaced)

DurCallsConfExternalPlaced + DurCallsConfInternalPlaced

The duration of time this agent was on internal or external conference calls that this agent created.

Calls Conf Placed Ext - Count (CallsConfExternalPlaced)

The count of conference calls this agent created by placing an external consultation call.

(CallsConfExternalPlacedStart)

The count of external conference calls (active at the beginning of the reporting interval) that this agent placed. This item is an interval statistic that is only recorded in the Agent Statistics table.



Calls Conf Placed Ext - Time (DurCallsConfExternalPlaced)

The duration of time this agent spent on conference calls that this agent created by placing an external consultation call.

Calls Conf Placed Int - Count (CallsConfInternalPlaced)

The count of conference calls this agent created by placing an internal consultation call.

(CallsConfInternalPlacedStart)

The count of conference calls (active at the beginning of the reporting interval) this agent created by placing an internal consultation call. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Conf Placed Int - Time (DurCallsConfInternalPlaced)

The duration of time this agent spent on conference calls that this agent created by placing an internal consultation call.

Calls Conf Non-ACD/CTI - Count (CallsConfReceived)

CallsConfInternalRcvd

The count of conference calls this agent joined from a consultation call that was Non-ACD.

Calls Conf Non-ACD/CTI - Time (DurCallsConfReceived)

DurCallsConfInternalRcvd

The duration of time this agent spent on conference calls where this agent joined a conference from a consultation call that was Non-ACD.

Calls Conf Non-ACD/CTI Ext - Count (CallsConfExternalRcvd)

Removed.

(CallsConfExternalRcvdStart)

Removed.

MMMMMMMM



Calls Conf Non-ACD/CTI Ext - Time (DurCallsConfExternalRcvd)

Removed.

Calls Conf Non-ACD/CTI Int - Count (CallsConfInternalRcvd)

The count of conference calls this agent joined from a consultation call that was Non-ACD.

(CallsConfInternalRcvdStart)

The count of conference calls (active at the beginning of the reporting interval) this agent joined from a consultation call that was Non-ACD. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Conf Non-ACD/CTI Int - Time (DurCallsConfInternalRcvd)

The duration of time this agent spent on conference calls where this agent joined a conference from a consultation call that was Non-ACD.

Calls Conf Over ACD - Count (CallsConfOverAcd)

The count of conference calls this agent joined where the consultation call was ACD-type and the agent was selected through an overflow agent group of a call guide.

(CallsConfOverAcdStart)

The count of conference calls (active at the beginning of the reporting interval) this agent joined where the consultation call was standard ACD and the agent selected was a member of an overflow agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Conf Over ACD - Time (DurCallsConfOverAcd)

The duration of time this agent spent on conference calls where the consultation call was standard ACD and the agent selected was a member an overflow agent group of the call guide.

Calls Conf Over CTI - Count (CallsConfOverCti)

The count of conference calls this agent joined where the consultation call was CTI-generated ACD and the agent selected was a member of an overflow agent group of the call guide.



(CallsConfOverCtiStart)

The count of conference calls (active at the beginning of the reporting interval) this agent joined where the consultation call was CTI-generated and the agent selected was a member of an overflow agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Conf Over CTI - Time (DurCallsConfOverCti)

The duration of time this agent spent on conference calls where the consultation call was CTI-generated ACD and the agent selected was a member of an overflow agent group of the call guide.

Calls Conf Pri ACD - Count (CallsConfPriAcd)

The count of conference calls this agent joined where the consultation call was standard ACD and the agent selected was a member of the primary agent group of the call guide.

(CallsConfPriAcdStart)

The count of conference calls (active at the beginning of the reporting interval) this agent joined where the consultation call was standard ACD and the agent selected was a member of the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table

Calls Conf Pri ACD - Time (DurCallsConfPriAcd)

The duration of talk time for conference calls this agent joined, where the consultation call was standard ACD and the agent selected was a member of the primary agent group of the call guide.

Calls Conf Pri CTI - Count (CallsConfPriCti)

The count of conference calls this agent joined where the consultation call was CTI-generated ACD, and the agent selected was a member of the primary agent group of the call guide.

(CallsConfPriCtiStart)

The count of conference calls (active at the beginning of the reporting interval) this agent joined where the consultation call was CTI-generated ACD, and the agent selected was a member of the primary agent group of the call guide. This item is an interval statistic that

MMMMMMMM



is only recorded in the Agent Statistics table.

Calls Conf Pri CTI - Time (DurCallsConfPriCti)

The duration of time this agent spent on conference calls where the consultation call was CTI-generate ACD, and the agent selected was a member of the primary agent group of the call guide.

Consultation Calls

The statistics in this section deal with the times an agent uses the phone for consultation. In addition to situations where the agent places the caller on hold, consults with a third-party, and then returns to the original call, Centergy includes the time spent talking to a called party before completing a transfer or conferencing the party onto the agent’s original call as consultation time.

Calls Consult - Count (CallsConst)

CallsConstPlaced + CallsConstReceived

The total number of times the agent was involved in consultation. Consultation includes consultation only calls as well as announcing a transfer or setup of a conference.

Calls Consult - Time (DurCallsConst)

DurCallsConstPlaced + DurCallsConstReceived

The total duration of consultation time for this agent. Consultation includes consultation only time as well as announcing a transfer or setup of a conference.

Calls Consult - Time, Avg (AvgDurConstCall)

DurCallsConst / CallsConst

The average length of consultation time for this agent.

Calls Consult - Time, Pcnt (PcntConst)

100 * DurCallsConst / DurSessionsOnline

The percentage of consultation time for this agent versus the time the agent has been signed-on.

Calls Consult Placed - Count (CallsConstPlaced)

CallsConstExternalPlaced + CallsConstInternalPlaced

The total number of times the agent placed a consultation call.



Calls Consult Placed - Time (DurCallsConstPlaced)

DurCallsConstExternalPlaced + DurCallsConstInternalPlaced

The total duration of internal and external consultation calls placed by the agent.

Calls Consult Placed Ext - Count (CallsConstExternalPlaced)

The count of consultation calls placed by the agent to external parties.

(CallsConstExternalPlacedStart)

The count of consultation calls (active at the beginning of the reporting interval) placed by the agent to external parties. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Consult Placed Ext - Time (DurCallsConstExternalPlaced)

The duration of talk time for consultation calls placed by the agent to external parties.

Calls Consult Placed Int - Count (CallsConstInternalPlaced)

The count of consultation calls placed by the agent to internal parties.

(CallsConstInternalPlacedStart)

The count of consultation calls (active at the beginning of the reporting interval) placed by the agent to internal parties. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Consult Placed Int - Time (DurCallsConstInternalPlaced)

The duration of talk time for consultation calls placed by the agent to internal parties.

Calls Consult Non-ACD/CTI - Count (CallsConstReceived)

CallsConstExternalRcvd + CallsConstInternalRcvd

The number of internal and external consultation calls answered by the agent.

MMMMMMMM



Calls Consult Non-ACD/CTI - Time (DurCallsConstReceived)

DurCallsConstExternalRcvd + DurCallsConstInternalRcvd

The duration of internal and external consultation calls answered by the agent.

Calls Consult Non-ACD/CTI Ext - Count (CallsConstExternalRcvd)

For future development:

The count of external consultation calls received by the agent.

(CallsConstExternalRcvdStart)

For future development:

The count of external consultation calls (active at the beginning of the reporting interval) received by the agent. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Consult Non-ACD/CTI Ext - Time (DurCallsConstExternalRcvd)

For Future Development:

The duration of talk time for external consultation calls received by the agent.

Calls Consult Non-ACD/CTI Int - Count (CallsConstInternalRcvd)

The count of internal consultation calls received by the agent.

(CallsConstInternalRcvdStart)

The count of internal consultation calls (active at the beginning of the reporting interval) received by the agent. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Consult Non-ACD/CTI Int - Time (DurCallsConstInternalRcvd)

The duration of talk time for internal consultation calls received by the agent.

Calls Consult Over ACD - Count (CallsConstOverAcd)

The count of consultation calls received by the agent where the call was standard ACD routed through a call type, and the agent selected was a member of an overflow agent group of the call guide.



(CallsConstOverAcdStart)

The count of consultation calls (active at the beginning of the reporting interval) received by the agent where the call was standard ACD routed through a call type, and the agent selected was a member of an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Consult Over ACD - Time (DurCallsConstOverAcd)

The duration of talk time for consultation calls received by the agent where the call was standard ACD routed through the call type, and the agent selected was a member of an overflow agent group of the call guide.

Calls Consult Over CTI - Count (CallsConstOverCti)

The count of consultation calls received by the agent where the call was CTI-generated ACD routed the call through the call type, and the agent selected was a member of an overflow agent group of the call guide.

(CallsConstOverCtiStart)

The count of consultation calls (active at the beginning of the reporting interval) received by the agent where the call was CTI-generated ACD routed the call through the call type, and the agent selected was a member of an overflow agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Consult Over CTI - Time (DurCallsConstOverCti)

The duration of talk time for consultation calls received by the agent where the call was CTI-generated ACD routed the call through the call type, and the agent selected was a member of an overflow agent group of the call guide.

Calls Consult Pri ACD - Count (CallsConstPriAcd)

The count of consultation calls received by the agent where the call was standard ACD routed through a call type, and the agent selected was a member of the primary agent group of the call guide.

(CallsConstPriAcdStart)

The count of consultation calls (active at the beginning of the reporting interval) received by the agent where the call was standard ACD routed through a call type, and the agent selected was a member of the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

MMMMMMMM



Calls Consult Pri ACD - Time (DurCallsConstPriAcd)

The duration of talk time for consultation calls received by the agent where the call was standard ACD routed through a call type, and the agent selected was a member of the primary agent group of the call guide.

Calls Consult Pri CTI - Count (CallsConstPriCti)

The count of consultation calls received by the agent where the call was CTI-generated ACD routed the call through the call type, and the agent selected was a member of the primary agent group of the call guide.

(CallsConstPriCtiStart)

The count of consultation calls received by the agent where the call was CTI-generated ACD routed the call through the call type, and the agent selected was a member of the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Consult Pri CTI - Time (DurCallsConstPriCti)

The duration of talk time for consultation calls received by the agent where the call was CTI-generated ACD routed the call through the call type, and the agent selected was a member of the primary agent group of the call guide.

Customer Calls

The statistics in this group assume that consultation, conference, and transferred calls associated with a customer call may be placed directly to an agents phone as well as thru a call guide. As a result, all internal received consultation, conference and transfer calls received by the agent are added to the number of calls directed to the agent through a call guide.

Calls Customer-Related - Count (CallsCustomer)

CallsAnsw + CallsInternalReceived — CallsInternalReceivedNew

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

Calls Customer-Related - Talk Time (DurCallsCustomer)

DurCallsAnsw + DurCallsInternalReceived — DurCallsInternalReceivedNew

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



Calls Customer-Related - Talk Time, Avg (AvgTalkTime)

DurCallsCustomer / CallsCustomer

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

Calls Customer-Related - Talk Time, Pcnt (PcntTalkTime)

100 * DurCallsCustomer / DurSessionsOnline

The percentage of time the agent was occupied with an ACD calls or calls related to such a call by consultation, conference or transfer versus the time the agent had been signed on.

Calls Customer-Related Talk and Wrap-Up - Time (TalkAndWrapUpTime)

DurCallsCustomer + DurSessionsWrapUp

The total length of time the agent was occupied with ACD calls or calls related to such a call by consultation, conference or transfer, plus the time the agent spent in Wrap-up following termination of ACD calls. The Wrap-up time does not include the amount of time the agent might have spent on the phone during the Wrap-up session.

Calls Customer-Related Talk and Wrap-Up - Time, Avg (AvgTalkAndWrapUpTime)

TalkAndWrapUpTime / CallsCustomer

The average talk time for ACD calls or calls related to such a call by consultation, conference or transfer, plus the time the agent spent in Wrap-up following termination of ACD calls. The Wrap-up time does not include the amount of time the agent might have spent on the phone during the Wrap-up session.

Calls Customer-Related Talk and Wrap-Up - Time, Pcnt (PcntTalkAndWrapUpTime)

100 * TalkAndWrapUpTime / DurSessionsOnline

The percentage of time for ACD calls or calls related to such a call by consultation, conference or transfer, plus the time the agent spent in Wrap-up following termination of ACD calls versus the time the agent had been signed on. The Wrap-up time does not include the amount of time the agent might have spent on the phone during the Wrap-up session.

Calls Offered

Calls Offered - Count (CallsOffered)

CallsAband + CallsAnswAll + CallsUnansw

MMMMMMMM



The number of ACD/CTI-type calls that were offered to the agent. This count is rolled up for all the agents in an agent group and may not equal the agent group calls offered count, since a single call may be offered to multiple agents before it is finally answered or abandoned.

Calls On Hold

These statistics deal with the periods of time when an agent places an active call on hold. A call is on hold if manually initiated by the agent and also during the interval when the agent is using the phone for consultation, initiating a call transfer, or setting up a conference call.

Calls On Hold - Count (CallsHold)

CallsHoldPlaced + CallsHoldPriAcd + CallsHoldOverAcd +

CallsHoldReceived + CallsHoldPriCti + CallsHoldOverCti

The total number of times the agent placed the called or calling party on hold.

Calls On Hold - Time (DurCallsHold)

DurCallsHoldPlaced + DurCallsHoldPriAcd + DurCallsHoldOverAcd +

DurCallsHoldReceived + DurCallsHoldPriCti + DurCallsHoldOverCti

The total duration of hold time on calls where the agent placed the called or calling party on hold.

Calls On Hold - Time, Avg (AvgDurHold)

DurCallsHold / CallsHold

The average length of hold time where the agent kept a called or calling party on hold.

Calls On Hold - Time, Pcnt (PcntHold)

100 * DurCallsHold / DurSessionsOnline

The percentage of time where the agent kept a called or calling party on hold versus the length of time the agent was signed on.

Calls On Hold Only - Count (CallsHoldOnly)

CallsHold — CallsConstPlaced

The number of times the agent placed a called or calling party on hold excluding any type of consultation.



Calls On Hold Only - Time (DurCallsHoldOnly)

DurCallsHold — DurCallsConstPlaced

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

Calls On Hold Only - Time, Avg (AvgDurHoldOnly)

DurCallsHoldOnly / CallsHoldOnly

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

Calls On Hold Only - Time, Pcnt (PcntDurHoldOnly)

100 * DurCallsHoldOnly / DurSessionsOnline

The percentage of time the agent kept a called or calling party on hold and was not involved in any type of consultation versus the time the agent had been signed on.

Calls On Hold Placed - Count (CallsHoldPlaced)

CallsHoldExternalPlaced + CallsHoldInternalPlaced

The number of times the agent placed an internal or external call and put it on hold.

Calls On Hold Placed - Time (DurCallsHoldPlaced)

DurCallsHoldExternalPlaced + DurCallsHoldInternalPlaced

The duration of hold time for internal and external calls placed by the agent, and the agent put the calls on hold.

Calls On Hold Placed Ext - Count (CallsHoldExternalPlaced)

The count of calls that this agent placed to external parties that the agent put on hold.

(CallsHoldExternalPlacedStart)

The count of calls (active at the beginning of the reporting interval) this agent placed to external parties that this agent has put on hold. This item is an interval statistic that is only recorded in the Agent Statistics table.

MMMMMMMM



Calls On Hold Placed Ext - Time (DurCallsHoldExternalPlaced)

The duration of hold time for external calls placed by this agent that the agent put on hold.

Calls On Hold Placed Int - Count (CallsHoldInternalPlaced)

The count of internal calls placed by this agent that the agent put on hold.

(CallsHoldInternalPlacedStart)

The count of internal calls (active at the beginning of the reporting interval) placed by the agent that the agent put on hold. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls On Hold Placed Int - Time (DurCallsHoldInternalPlaced)

The duration of hold time for internal calls placed by the agent that the agent has put on hold.

Calls On Hold Non-ACD/CTI - Count (CallsHoldReceived)

CallsHoldExternalRcvd + CallsHoldInternalRcvd

The number of external and internal calls received by the agent that the agent placed on hold.

Calls On Hold Non-ACD/CTI - Time (DurCallsHoldReceived)

DurCallsHoldExternalRcvd + DurCallsHoldInternalRcvd

The duration of hold time for internal and external calls received by the agent that the agent put on hold.

Calls On Hold Non-ACD/CTI Ext - Count (CallsHoldExternalRcvd)

The count of calls received by the agent from external parties, and the agent put the call on hold.

(CallsHoldExternalRcvdStart)

The count of calls (active at the beginning of the reporting interval) received by the agent from external parties, and the agent put the call on hold. This item is an interval statistic that is only recorded in the Agent Statistics table.



Calls On Hold Non-ACD/CTI Ext Time (DurCallsHoldExternalRcvd)

The duration of hold time for external calls received by the agent, and the agent put the call on hold.

Calls On Hold Non-ACD/CTI Int - Count (CallsHoldInternalRcvd)

The count of calls received by this agent from internal parties, and the agent put the calls on hold.

(CallsHoldInternalRcvdStart)

The count of calls (active at the beginning of the reporting interval) received by this agent from internal parties, and the agent put the call on hold. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls On Hold Non-ACD/CTI Int - Time (DurCallsHoldInternalRcvd)

The duration of hold time for internal calls that were received by this agent, and the agent put the call on hold.

Calls On Hold Over ACD - Count (CallsHoldOverAcd)

The count of standard ACD calls put on hold by the agent, and the agent was a member of an overflow agent group in the call guide.

(CallsHoldOverAcdStart)

The count of standard ACD calls (active at the beginning of the reporting interval) put on hold by the agent, and the agent was a member of an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls On Hold Over ACD - Time (DurCallsHoldOverAcd)

The duration of hold timefor standard ACD calls that this agent has put on hold, and the agent was a member of an overflow agent group in the call guide.

Calls On Hold Over CTI - Count (CallsHoldOverCti)

The count of CTI-generated ACD calls that this agent has put on hold, and the agent was a member of an overflow agent group in the call guide.

MMMMMMMM



(CallsHoldOverCtiStart)

The count of CTI-generated ACD calls (active at the beginning of the reporting interval) that this agent has put on hold, and the agent was a member of an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls On Hold Over CTI - Time (DurCallsHoldOverCti)

The duration of hold time for CTI-generated ACD calls that this agent has put on hold, and the agent was a member of an overflow agent group in the call guide.

Calls On Hold Pri ACD - Count (CallsHoldPriAcd)

The count of standard ACD calls that this agent has put on hold, and the agent was a member of the primary agent group in the call guide.

(CallsHoldPriAcdStart)

The count of standard ACD calls (active at the beginning of the reporting interval) that this agent has put on hold, and the agent was a member of the primary agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls On Hold Pri ACD - Time (DurCallsHoldPriAcd)

The duration of hold time for standard ACD calls that this agent has put on hold, and the agent was a member of the primary agent group in the call guide.

Calls On Hold Pri CTI - Count (CallsHoldPriCti)

The count of CIT-generated ACD calls that this agent has put on hold, and the agent was a member of the primary agent group in the call guide.

(CallsHoldPriCtiStart)

The count of CTI-generated ACD calls (active at the beginning of the reporting interval) that this agent has put on hold, and the agent was a member of the primary agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls On Hold Pri CTI - Time (DurCallsHoldPriCti)

The count of CTI-generated ACD calls that this agent has put on hold, and the agent was a member of the primary agent group in the call guide.



Parked Calls

Calls Parked - Count (CallsParked)

CallsParkedExternalPlaced + CallsParkedPriAcd +

CallsParkedExternalRcvd + CallsParkedOverAcd +

CallsParkedInternalPlaced + CallsParkedPriCti +

CallsParkedInternalRcvd + CallsParkedOverCti

The total number of calls parked by this agent.

Calls Parked Placed Ext - Count (CallsParkedExternalPlaced)

The count of calls parked by this agent where this agent placed the call to external parties.

Calls Parked Placed Int - Count (CallsParkedInternalPlaced)

The count of calls parked by this agent where this agent placed the call to internal parties.

Calls Parked Non-ACD/CTI Ext - Count (CallsParkedExternalRcvd)

The count of calls parked by this agent where the calls were received from external parties.

Calls Parked Non-ACD/CTI Int - Count (CallsParkedInternalRcvd)

The count of calls parked by this agent where the calls were received from internal parties.

Calls Parked Over ACD - Count (CallsParkedOverAcd)

The count of standard ACD calls parked by this agent, and the agent was a member of an overflow agent group in a call guide.

Calls Parked Over CTI - Count (CallsParkedOverCti)

The count of CTI-generated ACD calls parked by the agent, and the agent was a member of an overflow agent group in a call guide.

Calls Parked Pri ACD - Count (CallsParkedPriAcd)

The count of standard ACD calls parked by this agent, and the agent was a member of the primary agent group in a call guide.

MMMMMMMM



Calls Parked Pri CTI - Count (CallsParkedPriCti)

The count of CTI-generated ACD calls parked by this agent, and the agent was a member of the primary agent group in a call guide.

Picked Up Calls

Calls Picked Up - Count (CallsPickedUp)

The count of "calls picked" up by the agent. There are two ways that an agent can pick up calls. • By picking up another agent’s ringing line • By picking up a call parked by another agent.

In both cases the call is a non-ACD type call for the agent who picks up the call.

Placed Calls

Calls Placed Non-ACD/CTI - Count (CallsPlaced)

CallsExternalPlaced + CallsInternalPlaced

The total number of Non-ACD (internal and external) calls placed by the agent.

Calls Placed Non-ACD/CTI - Time (DurCallsPlaced)

DurCallsInternalPlaced + DurCallsExternalPlaced

The total duration of all Non-ACD (internal and external) calls placed by the agent.

Calls Placed Non-ACD/CTI - Time, Avg (AvgDurCallsPlaced)

DurCallsPlaced / CallsPlaced

The average duration for Non-ACD calls placed by the agent.

Calls Placed Non-ACD/CTI - Time, Pcnt (PcntCallsPlaced)

100 * DurCallsPlaced / DurSessionsOnline

The percentage of time the agent spent on Non-ACD calls placed by the agent versus the length of time the agent had been signed on.

Calls Placed Non-ACD/CTI Ext - Count (CallsExternalPlaced)

The count of external calls placed by this agent that were answered by the other party.



(CallsExternalPlacedStart)

The duration of talk time for external calls (active at the beginning of the reporting interval) that were placed by the agent and answered by the other party. This talk time begins when the call is first answered by the other party and ends when the call is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Placed Non-ACD/CTI Ext - Time (DurCallsExternalPlaced)

The duration of talk time for external calls that were placed by the agent and answered by the other party. This talk time begins when the call is first answered by the other party and ends when the call is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Placed Non-ACD/CTI Ext - Time, Avg (AvgOutTalkTime)

DurCallsExternalPlaced / CallsExternalPlaced

The average duration of external calls placed by the agent.

Calls Placed Non-ACD/CTI Ext - Time, Pcnt (PcntExternalPlaced)

100 * DurCallsExternalPlaced / DurSessionsOnline

The percentage of time the agent spent on external calls placed by the agent versus the length of time the agent was signed on.

Calls Placed Non-ACD/CTI Ext New - Count (CallsExternalPlacedNew)

CallsExternalPlaced – CallsConstExternalPlaced

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

Calls Placed Non-ACD/CTI Ext New - Time (DurCallsExternalPlacedNew)

DurCallsExternalPlaced — DurCallsConstExternalPlaced

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

Calls Placed Non-ACD/CTI Ext New - Time, Avg (AvgDurCallsExternalPlacedNew)

DurCallsExternalPlacedNew / CallsExternalPlacedNew

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

MMMMMMMM



Calls Placed Non-ACD/CTI Ext New - Time, Pcnt (PcntDurCallsExternalPlacedNew)

100 * DurCallsExternalPlacedNew / DurSessionsOnline

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

Calls Placed Non-ACD/CTI Int - Count (CallsInternalPlaced)

The count of internal calls placed by this agent that were answered by the other party.

(CallsInternalPlacedStart)

The count of internal calls (active at the beginning of the reporting interval) placed by this agent that were answered by the other party. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Placed Non-ACD/CTI Int - Time (DurCallsInternalPlaced)

The duration of talk time for internal calls placed by the agent that were answered by the other party. This talk time begins when the call is first answered by the other party and ends when the call disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Placed Non-ACD/CTI Int New - Count (CallsInternalPlacedNew)

CallsInternalPlaced –CallsConstInternalPlaced

The number of internal calls placed by the agent that were answered by the other party, excluding calls for consultation, to establish a conference or to initiate a transfer.

Calls Placed Non-ACD/CTI Int New - Time (DurCallsInternalPlacedNew)

DurCallsInternalPlaced — DurCallsConstInternalPlaced

The length of internal calls placed by the agent that were answered by the other party, excluding calls for consultation, to establish a conference or to initiate a transfer.

Calls Placed Non-ACD/CTI Int New - Time, Av (AvgDurCallsInternalPlacedNew)

DurCallsInternalPlacedNew / CallsInternalPlacedNew

The average duration of each internal call placed by the agent that was answered by the other party, excluding calls for consultation, to establish a conference or to initiate a transfer.



Placed and Received Calls

The statistics in this section are calculated quantities that provide information on the total number of calls handled by the agent, both for calls placed to the agent and calls placed by the agent.

Calls Placed/Rcvd Non-ACD/CTI - Count (Calls)

CallsExternalReceived + CallsExternalPlaced +

CallsInternalReceived + CallsInternalPlaced

The total number of internal and external calls placed or received by the agent.

Calls Placed/Rcvd Non-ACD/CTI - Time (DurCalls)

DurCallsExternalReceived + DurCallsExternalPlaced +

DurCallsInternalReceived + DurCallsInternalPlaced

The total duration of internal and external calls placed or received by the agent.

Calls Placed/Rcvd Non-ACD/CTI Ext - Count (CallsExternal)

CallsExternalPlaced + CallsExternalReceived

The total number of external calls placed or received by the agent.

Calls Placed/Rcvd Non-ACD/CTI Ext - Time (DurCallsExternal)

DurCallsExternalPlaced + DurCallsExternalReceived

The total duration of external calls placed or received by the agent.

Calls Placed/Rcvd Non-ACD/CTI Ext - Time, Avg (AvgExternalTalkTime)

DurCallsExternal / CallsExternal

The average length of external calls placed or received by the agent.

Calls Placed/Rcvd Non-ACD/CTI Ext - Time, Pcnt (PcntExternalTalkTime)

100 * DurCallsExternal / DurSessionsOnline

The percentage of talk time for external calls placed or received by the agent versus the time the agent was signed on.

MMMMMMMM



Calls Placed/Rcvd Non-ACD/CTI Ext New - Count (CallsExternalNew)

CallsExternalReceived + CallsExternalPlacedNew

The number of external calls placed or received by the agent, excluding calls made by the agent for consultation, initiation of a transfer or establishing a conference.

Calls Placed/Rcvd Non-ACD/CTI Ext New - Time (DurCallsExternalNew)

DurCallsExternalReceived + DurCallsExternalPlacedNew

The duration of external calls placed or received by the agent, excluding calls made by the agent for consultation, initiation of a transfer or establishing a conference.

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

DurCallsExternalNew / CallsExternalNew

The average duration of external calls handled by the agent, excluding calls made by the agent for consultation, initiation of a transfer or establishing a conference.

Calls Placed/Rcvd Non-ACD/CTI Int - Count (CallsInternal)

CallsInternalPlaced + CallsInternalReceived

The number of internal calls placed or received by the agent.

Calls Placed/Rcvd Non-ACD/CTI Int - Time (DurCallsInternal)

DurCallsInternalPlaced + DurCallsInternalReceived

The total duration of all internal calls placed or received by the agent.

Calls Placed/Rcvd Non-ACD/CTI Int - Time, Avg (AvgInternalTalkTime)

DurCallsInternalReceivedNew / CallsInternalReceivedNew

The average duration of each internal call placed or received by the agent.

Calls Placed/Rcvd Non-ACD/CTI Int - Time, Pcnt (PcntInternalTalkTime)

100 * DurCallsInternal / DurSessionsOnline

The percentage of time the agent spent on internal calls versus the time the agent was signed on.



Calls Placed/Rcvd Non-ACD/CTI Int New - Count (CallsInternalNew)

CallsInternalReceivedNew + CallsInternalPlacedNew

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

Calls Placed/Rcvd Non-ACD/CTI Int New - Time (DurCallsInternalNew)

DurCallsInternalReceivedNew + DurCallsInternalPlacedNew

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

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

DurCallsInternalNew / CallsInternalNew

The average duration of internal calls placed or received by the agent, excluding placed or received calls dealing with consultation, conference or transfer.

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

100 * DurCallsInternalNew / DurSessionsOnline

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

Calls Placed/Rcvd Non-ACD/CTI New - Count (CallsNonAcdNew)

CallsExternalReceived + CallsExternalPlacedNew +


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

Calls Placed/Rcvd Non-ACD/CTI New - Time (DurCallsNonAcdNew)

DurCallsExternalReceived + DurCallsExternalPlacedNew +


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

MMMMMMMM



Calls Placed/Rcvd Non-ACD/CTI New - Time, Avg (AvgDurCallsNonAcdNew)

DurCallsNonAcdNew / CallsNonAcdNew

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

Calls Placed/Rcvd Non-ACD/CTI New - Time, Pcnt (PcntDurCallsNonAcdNew)

100 * DurCallsNonAcdNew / DurSessionsOnLine

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

Received Calls

The statistics in this section deal with the calls offered to and answered by agents. Calls may be directed to an agent through a call guide or directly to the agent’s DIRN. Calls may be “new” ones or could be a secondary call related to an active call (conference, consultation, or transfer). In the latter cases, the agent’s call received counters are updated as well as the specific counters for the special type of call.

Calls Rcvd - Count (CallsAnswAll)

CallsAnswWithinThres + CallsAnswAfterThres

The total number of all ACD calls that were handled by the agent, including calls that bypassed ACD handling and were routed through the call type to the agent.

Calls Rcvd ACD - Count (CallsAnswACD)

CallsAnswPriACD + CallsAnswOverACD

The total number of all ACD calls that were handled by the agent.

Calls Rcvd ACD - Talk Time (DurCallsAnswACD)

DurCallsAnswPriACD + DurCallsAnswOverACD

The total duration of standard ACD calls that were handled by the agent.

Calls Rcvd ACD/CTI - Count (CallsAnsw)

CallsAnswPriACD + CallsAnswOverACD +

CallsAnswPriCTI + CallsAnswOverCTI

The total number of all ACD calls that have been answered by the agent.



(CallsAnswStart)

CallsAnswPriStart + CallsAnswOverStart

The count of calls (active at the beginning of the reporting interval) received and answered by the agent. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Rcvd ACD/CTI - Ring Time (DurRingTimeAnsw)

DurRingTimeAnswPriAcd + DurRingTimeAnswOverAcd +

DurRingTimeAnswPriCti + DurRingTimeAnswOverCti

The total ring time duration for all ACD calls that rang at the agent station before the agent answered the call.

Calls Rcvd ACD/CTI - Talk Time (DurCallsAnsw)

DurCallsAnswPriACD + DurCallsAnswOverACD +

DurCallsAnswPriCTI + DurCallsAnswOverCTI

The talk time for all ACD calls. Elapsed time for each call is measured from the time the call is answered by the agent until either party disconnects the call.

Calls Rcvd CTI - Count (CallsAnswCTI)


The total number of CTI-generated ACD calls that were handled by the agent.

Calls Rcvd CTI - Talk Time (DurCallsAnswCTI)


The total duration of CTI-generated ACD calls that were handled by the agent.

Calls Rcvd Non-ACD/CTI - Count (CallsReceived)

CallsInternalReceived + CallsExternalReceived

The total number of internal and external calls received by the agent.

Calls Rcvd Non-ACD/CTI - Ring Time (DurRingTimeNonACD)

DurRingTimeExternalNonAcd + DurRingTimeInternalNonAcd

The total duration of ring time for internal and external calls that rang at the agent station before the agent answered the call.

MMMMMMMM



Calls Rcvd Non-ACD/CTI - Time (DurCallsReceived)

DurCallsExternalReceived + DurCallsInternalReceived

The total duration of all internal and external calls handled by the agent.

Calls Rcvd Non-ACD/CTI Ext - Count (CallsExternalReceived)

The count of external calls received and answered by the agent.

(CallsExternalReceivedStart)

The count of external calls (active at the beginning of the reporting interval) received and answered by the agent. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Rcvd Non-ACD/CTI Ext - Ring Time (DurRingTimeExternalNonAcd)

The ring time duration for external calls received and answered by the agent.

Calls Rcvd Non-ACD/CTI Ext - Time (DurCallsExternalReceived)

The talk time duration for external calls answered by the agent. This talk time begins when the call is first established (answered) by the agent and ends when this agent is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Rcvd Non-ACD/CTI Ext - Time, Avg (AvgInTalkTime)

DurCallsExternalReceived / CallsExternalReceived

The average duration of external calls received and answered by the agent.

Calls Rcvd Non-ACD/CTI Ext - Time, Pcnt (PcntExternalReceived)

100 * DurCallsExternalReceived / DurSessionsOnline

The percentage of time the agent spent on external calls versus the length of time the agent was signed on.

Calls Rcvd Non-ACD/CTI Int - Count (CallsInternalReceived)

The count of internal calls received and answered by the agent.



(CallsInternalReceivedStart)

The count of internal (active at the beginning of the reporting interval) received and answered by the agent. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Rcvd Non-ACD/CTI Int - Ring Time (DurRingTimeInternalNonAcd)

The ring time duration for internal calls received and answered by the agent.

Calls Rcvd Non-ACD/CTI Int - Time (DurCallsInternalReceived)

The talk time duration for internal calls received and answered by the agent. This talk time begins when the call is first established (answered) by the agent and ends when this agent is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Rcvd Non-ACD/CTI Int New - Count (CallsInternalReceivedNew)

CallsInternalReceived — CallsConstInternalRcvd —

CallsTransInternalRcvd

The number of internal calls answered by the agent that were not related to consultation, conference or transfer.

Calls Rcvd Non-ACD/CTI Int New - Talk Time (DurCallsInternalReceivedNew)

DurCallsInternalReceived — DurCallsConstInternalRcvd —

DurCallsTransInternalRcvd

The duration of internal calls answered by the agent that were not related to consultation, conference or transfer.

Calls Rcvd Over - Count (CallsAnswOver)

CallsAnswOverACD + CallsAnswOverCTI

The total number of all ACD calls answered by the agent where the agent was a member of an overflow agent group in the call guide.

Calls Rcvd Over - Talk Time (DurCallsAnswOver)

DurCallsAnswOverACD + DurCallsAnswOverCTI

The total duration of all ACD calls answered by the agent where the agent was a member of an overflow agent group in the call guide.

MMMMMMMM



Calls Rcvd Over ACD - Count (CallsAnswOverAcd)

The count of standard ACD calls answered by the agent where the agent was a member of an overflow agent group in the call guide.

(CallsAnswOverAcdStart)

The count of standard ACD calls (active at the beginning of the reporting interval) answered by the agent where the agent was a member of overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Rcvd Over ACD - Ring Time (DurRingTimeAnswOverAcd)

The ring time duration for standard ACD calls answered by the agent where the agent was a member of an overflow agent group in the call guide.

Calls Rcvd Over ACD - Talk Time (DurCallsAnswOverAcd)

The talk time duration for standard ACD calls answered by the agent, and the agent was a member of an overflow agent group in the call guide. This talk time begins when the call is first established (answered) by the agent and ends when this agent is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Rcvd Over CTI - Count (CallsAnswOverCti)

The count of CTI-generated ACD calls answered by the agent where the agent was a member of an overflow agent group in the call guide.

(CallsAnswOverCtiStart)

The count of CTI-generated ACD calls (active at the beginning of the reporting interval) that were answered by the agent where the agent was a member of an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Rcvd Over CTI - Ring Time (DurRingTimeAnswOverCti)

The ring time duration for CTI-generated ACD calls that were answered by the agent where the agent was a member of an overflow agent group in the call guide.



Calls Rcvd Over CTI - Talk Time (DurCallsAnswOverCti)

The talk time duration for CTI-generated ACD calls where the agent was a member of an overflow agent group in the call guide. This talk time begins when the call is first established (answered) by the agent and ends when this agent is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Rcvd Pri - Count (CallsAnswPri)

CallsAnswPriACD + CallsAnswPriCTI

The total number of all ACD calls answered by the agent where the agent was a member of the primary agent group in a call guide.

Calls Rcvd Pri - Talk Time (DurCallsAnswPri)

DurCallsAnswPriACD + DurCallsAnswPriCTI

The total duration of all ACD calls answered by the agent where the agent was a member of the primary agent group of the call guide.

Calls Rcvd Pri ACD - Count (CallsAnswPriAcd)

The count of standard ACD calls answered by the agent where the agent was a member of the primary agent group in the call guide.

(CallsAnswPriAcdStart)

The count of standard ACD calls (active at the beginning of the reporting interval) answered by the agent where the agent was a member of the primary agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Rcvd Pri ACD - Ring Time (DurRingTimeAnswPriAcd)

The ring time duration for standard ACD calls answered by the agent where the agent was a member of the primary agent group in the call guide.

Calls Rcvd Pri ACD - Talk Time (DurCallsAnswPriAcd)

The talk time duration for standard ACD calls answered by the agent where the agent was a member of the primary agent group in the call guide. This talk time begins when the call is first answered by the agent and ends when the call is disconnected. It includes any hold time; consultation talk time and conference talk time.

MMMMMMMM



Calls Rcvd Pri CTI - Count (CallsAnswPriCti)

The count of CTI-generated ACD calls answered by the agent where the agent was a member of the primary agent group in a call guide.

(CallsAnswPriCtiStart)

The count of CTI-generated ACD calls (active at the beginning of the reporting interval) answered by the agent where the agent was a member of the primary agent group in a call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Rcvd Pri CTI - Ring Time (DurRingTimeAnswPriCti)

The ring time duration for CTI-generated ACD calls answered by the agent where the agent was a member of the primary agent group in a call guide.

Calls Rcvd Pri CTI - Talk Time (DurCallsAnswPriCti)

The talk time duration for CTI-generated ACD calls answered by the agent where the agent was a member of the primary agent group in the call guide. This talk time begins when the call is first answered by the agent and ends when the call is disconnected. It includes any hold time; consultation talk time and conference talk time.

Calls Rcvd Threshold After - Count (CallsAnswAfterThres)

The count of ACD and CTI-generated ACD calls answered by the agent after (greater than) the threshold (ring time) set for the agent group. This threshold is configured in the Centergy Manager.

Calls Rcvd Threshold Within - Count (CallsAnswWithinThres)

The count of ACD and CTI generated ACD calls answered by the agent within (less than or equal to) the threshold (ring time) set for the agent group. This threshold is configured in the Centergy Manager.



Transferred Calls

The statistics in this section provide information on an agent’s transferred calls. Because of the nature of the transfer operation, consultation statistics may also updated whenever a transfer is placed or received. When placed, the "consultation placed" counters are updated to reflect the period of time when the agent is setting of the transfer and possibly announcing the event to the target party. When receiving a transfer, the receiving agent’s counters are updated if the caller stays on the line and actually announces the transfer. If the caller hangs up before the receiving agent picks up the call, the appropriate receiving agent’s "unannounced transfer" counter is updated.

Calls Trans - Count (CallsTrans)

CallsTransPlaced + CallsTransReceived

The total number of transfers for this agent, either transfers placed or transfers received.

Calls Trans Placed - Count (CallsTransPlaced)

CallsTransExternalPlaced + CallsTransInternalPlaced

The total number of transfers initiated by the agent.

Calls Trans Placed Ext - Count (CallsTransExternalPlaced)

The count of calls transferred by the agent to external parties.

Calls Trans Placed Int - Count (CallsTransInternalPlaced)

The count of calls transferred by the agent to internal parties.

Calls Trans Rcvd - Count (CallsTransReceived)

CallsTransExternalRcvd + CallsTransPriAcd + CallsTransOverAcd +

CallsTransInternalRcvd + CallsTransPriCti + CallsTransOverCti

The total number of transfers received by the agent.

Calls Trans Rcvd - Time (DurCallsTransReceived)

DurCallsTransExternalRcvd + DurCallsTransPriAcd + DurCallsTransOverAcd +

DurCallsTransInternalRcvd + DurCallsTransPriCti + DurCallsTransOverCti

The total duration of time the agent spent on transferred calls.

MMMMMMMM



Calls Trans No Annc Non-ACD/CTI Ext - Count (CallsTransUnanncExternalRcvd)

The count of unannounced transfer calls transferred to the agent where the transfer was received from consulting external parties.

Calls Trans No Annc Non-ACD/CTI Int - Cnt (CallsTransUnanncInternalRcvd)

The count of unannounced transfer calls directly to the agent directory number from internal consulting parties.

Calls Trans No Annc Over ACD - Count (CallsTransUnanncOverAcd)

The count of unannounced transfer calls transferred to this agent where the consulting party used ACD to select this agent, and the agent selected was a member of an overflow agent group of the call guide.

Calls Trans No Annc Over CTI - Count (CallsTransUnanncOverCti)

The count of unannounced transfer calls transferred to this agent where the consulting party was a CTI application that used ACD to select this agent, and the agent selected was a member of an overflow agent group of the call guide.

Calls Trans No Annc Pri ACD - Count (CallsTransUnanncPriAcd)

The count of unannounced transfer calls transferred to this agent where the consulting party used ACD to select this agent, and the agent selected was a member of the primary agent group of the call guide.

Calls Trans No Annc Pri CTI - Count (CallsTransUnanncPriCti)

The count of unannounced transfer calls transferred to this agent where the consulting party was a CTI application that used ACD to select this agent, and the agent was a member of the primary agent group of the call guide.

Calls Trans Non-ACD/CTI Ext - Count (CallsTransExternalRcvd)

The count of calls transferred to the agent where the transferring external parties dialed the DIRN directly.



(CallsTransExternalRcvdStart)

For Future Development. The count of calls (active at the beginning of the reporting interval) transferred to the agent where the consulting external parties dialed the agent’s DIRN directly. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Trans Non-ACD/CTI Ext - Time (DurCallsTransExternalRcvd)

Duration of connection (talk time) with the calls transferred to the agent where the consulting external parties originated with the agent’s DIRN directly. If the consulting party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.

Calls Trans Non-ACD/CTI Int - Count (CallsTransInternalRcvd)

The count of internal calls transferred directly to the agent directory number.

(CallsTransInternalRcvdStart)

The count of internal calls (active at the beginning of the reporting interval) transferred directly to the agent directory number. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Trans Non-ACD/CTI Int - Time (DurCallsTransInternalRcvd)

The duration of talk time for internal transferred calls received by the agent. If the consulting party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.

Calls Trans Over ACD - Count (CallsTransOverAcd)

The count of calls transferred to this agent where the calls were standard ACD calls, and the agent selected was a member of an overflow agent group of the call guide.

(CallsTransOverAcdStart)

The count of calls (active at the beginning of the reporting interval) transferred to the agent where the calls were standard ACD calls, and the agent selected was a member of an overflow agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

MMMMMMMM



Calls Trans Over ACD - Time (DurCallsTransOverAcd)

The talk time duration for calls transferred to the agent where the calls were standard ACD calls, and the agent selected was a member of an overflow agent group of the call guide. If the consulting party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.

Calls Trans Over CTI - Count (CallsTransOverCti)

The count of calls transferred to this agent where the calls were CTI-generated ACD calls, and the agent selected was a member of an overflow agent group of the call guide.

(CallsTransOverCtiStart)

The count of calls (active at the beginning of the reporting interval) that were transferred to the agent, where the calls were CTI-generated calls, and the agent selected was a member of an overflow agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Trans Over CTI - Time (DurCallsTransOverCti)

The talk time duration of calls transferred to the agent where the calls were CTI-generated ACD calls, and the agent selected was a member of an overflow agent group of the call guide. If the consulting party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.

Calls Trans Pri ACD - Count (CallsTransPriAcd)

The count of calls transferred to the agent where the calls were standard ACD calls, and the agent was a member of the primary agent group of the call guide.

(CallsTransPriAcdStart)

The count of calls (active at the beginning of the reporting interval) transferred to the agent where the calls were standard ACD calls, and the agent was a member of the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.



Calls Trans Pri ACD - Time (DurCallsTransPriAcd)

The talk time duration of talk time for calls transferred to the agent where the calls were standard ACD calls, and the agent was a member of the primary agent group of the call guide. If the consulting party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.

Calls Trans Pri CTI - Count (CallsTransPriCti)

The count of calls transferred to this agent where the calls were CTI-generated ACD calls, and the agent selected was a member of the primary agent group of the call guide.

(CallsTransPriCtiStart)

The count of calls (active at the beginning of the reporting interval) transferred to the agent where the calls were CTI-generated ACD calls, and the agent was selected was a member of the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Trans Pri CTI - Time (DurCallsTransPriCti)

The talk time duration calls transferred to the agent where the calls were CTI0-generated calls, and the agent selected was a member of the primary agent group of the call guide. If the consulting party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.

Unanswered Calls

The statistics in this section provide information on an agent’s unanswered calls. These calls are delivered to (ringing) the agents phone by ACD. If the agent does not answer within the allotted time, the switch automatically signs off the agent and re-queues the call to the call type so that another agent may be selected. The switch signs off the agent, so that they will not be selected again.

Calls Unanswered - Count (CallsUnansw)

CallsUnanswPriAcd + CallsUnanswOverAcd +

CallsUnanswPriCti + CallsUnanswOverCti

The total number of unanswered calls for the agent.

Calls Unanswered - Ring Time (DurRingTimeUnansw)

The duration of ring time for calls that were unanswered by the agent, that were ringing before the agent was automatically signed off by the switch.

MMMMMMMM



Calls Unanswered Over ACD - Count (CallsUnanswOverAcd)

The total number of standard ACD calls that were unanswered by the agent, and the agent was a member of an overflow agent group of the call guide.

Calls Unanswered Over ACD - Ring Time (DurRingTimeUnanswOverAcd)

The ring time duration of ring time for standard ACD calls that were unanswered by the agent, and the agent was a member of an overflow agent group of the call guide.

Calls Unanswered Over CTI - Count (CallsUnanswOverCti)

The total number of CTI-generated ACD calls that were unanswered by the agent, and the agent was a member of an overflow agent group of the call guide.

Calls Unanswered Over CTI - Ring Time (DurRingTimeUnanswOverCti)

The ring time duration for CTI-generated ACD calls that were unanswered by the agent, and the agent was a member of an overflow agent group of the call guide.

Calls Unanswered Pri ACD - Count (CallsUnanswPriAcd)

The total number of ACD calls that were unanswered by the agent, and the agent was a member of the primary agent group of the call guide.

Calls Unanswered Pri ACD - Ring Time (DurRingTimeUnanswPriAcd)

The duration of ring time for ACD calls that were unanswered by the agent, that were ringing before that agent was automatically signed off by the switch, and the agent selected was a member of the primary agent group of the call guide.

Calls Unanswered Pri CTI - Count (CallsUnanswPriCti)

The total number of CTI-generated ACD calls that were unanswered by the agent, and the agent was a member of the primary agent group of the call guide.

Calls Unanswered Pri CTI - Ring Time (DurRingTimeUnanswPriCti)

The duration of ring time for CTI-generated ACD calls that were unanswered by the agent, that were ringing before being the agent was automatically signed off by the switch, and the agent was a member of the primary agent group of the call guide.



Call Wrap-Up Sessions

The statistics in this section deal with the Wrap-up session automatically initiated by the switch at the end of ACD calls. The Wrap-up state, and the length of Wrap-up, are optional items in the ACD parameters on the switch.

Wrap-up time is measured in two parts:

• The amount of time during the Wrap-up session that the agent is using the phone.

• The amount of time during the Wrap-up session that the agent is not using the phone.

Since the time on the phone will be counted by other statistics (conference, call received/placed, etc) when accounting for agent time only the portion of time the agent spends in Wrap-up and not on the phone is considered.

Calls Wrap-Up ACD - Count (SessionsWrapUpACD)

SessionsWrapUpPriACD + SessionsWrapUpOverACD

The number of Wrap-up sessions following standard ACD calls in which the agent was involved.

Calls Wrap-Up ACD - Time (DurSessionsWrapUpACD)

DurSessionsWrapUpPriACD + DurSessionsWrapUpOverACD

The duration of Wrap-up time following standard ACD calls for this agent. The time does not include any periods of Wrap-up where the agent was using the phone.

Calls Wrap-Up ACD/CTI - Count (SessionsWrapUp)

SessionsWrapUpPriAcd + SessionsWrapUpOverAcd +

SessionsWrapUpPriCti + SessionsWrapUpOverCti

The number of Wrap-up sessions for this agent.

Calls Wrap-Up ACD/CTI - Time (DurSessionsWrapUp)

DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd +

DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti

The duration of Wrap-up time following standard ACD and CTI-generated ACD calls for this agent. Only the portion of each Wrap-up session where the agent was not using the phone is included in the calculation.

MMMMMMMM



Calls Wrap-Up ACD/CTI - Time, Avg (AvgWrapUpTime)

DurSessionsWrapUp / SessionsWrapUp

The average duration of Wrap-up time for this agent following standard ACD and CTI-generated ACD calls. Only the portion of each Wrap-up session where the agent was not using the phone is included in the calculation.

Calls Wrap-Up ACD/CTI - Time, Pcnt (PcntWrapUpTime)

100 * DurSessionsWrapUp / DurSessionsOnline

The percentage of Wrap-up time for this agent following standard ACD and CTI-generated ACD calls, versus the length of time the agent was signed on. Only the portion of each Wrap-up session where the agent was not using the phone is included in the calculation.

Calls Wrap-Up and Work - Time (WorkAndWrapUp)

DurSessionsWork + DurSessionsWrapUp

The duration of any Wrap-up time plus Work time for this agent. Only the portion of each work or Wrap-up session where the agent was not using the phone is included in the calculation.

Calls Wrap-Up and Work - Time, Pcnt (PcntWorkAndWrapUp)

100 * (DurSessionsWork + DurSessionsWrapUp) / DurSessionsOnline

The percentage of any Wrap-up time plus Work time for this agent, versus the length of time the agent was signed on. Only the portion of each Work or Wrap-up session where the agent was not using the phone is included in the calculation.

Calls Wrap-Up CTI - Count (SessionsWrapUpCTI)

SessionsWrapUpPriCTI + SessionsWrapUpOverCTI

The number of Wrap-up sessions following CTI-generated ACD calls in which the agent was involved.

Calls Wrap-Up CTI - Time (DurSessionsWrapUpCTI)

DurSessionsWrapUpPriCTI + DurSessionsWrapUpOverCTI

The duration of Wrap-up time for this agent following CTI-generated ACD calls. The time does not include any periods when the agent was using the phone.



Calls Wrap-Up Other - Time (DurSessionsWrapUpOther)

DurSessionsWrapUpOtherPriAcd + DurSessionsWrapUpOtherOverAcd +

DurSessionsWrapUpOtherPriCti + DurSessionsWrapUpOtherOverCti

The duration of any Wrap-up time where this agent was using the phone.

Calls Wrap-Up Other - Time, Pcnt (PcntWrapUpOther)

100 * DurSessionsWrapUpOther / DurSessionsOnline

The percentage of any Wrap-up time where the agent was using the phone versus the time the agent was signed on.

Calls Wrap-Up Other Over ACD - Time (DurSessionsWrapUpOtherOverAcd)

The duration of Wrap-up time following standard ACD calls for this agent, and the agent was a member of an overflow agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was using the phone to place or receive any other calls.

Calls Wrap-Up Other Over CTI - Time (DurSessionsWrapUpOtherOverCti)

The duration of Wrap-up time following CTI-generated ACD calls for this agent, and the agent was a member of an overflow agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was using the phone to place or receive any other calls.

Calls Wrap-Up Other Pri ACD - Time (DurSessionsWrapUpOtherPriAcd)

The duration of Wrap-up time following standard ACD calls for this agent, and the agent was a member of the primary agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was using the phone to place or receive any other calls.

Calls Wrap-Up Other Pri CTI - Time (DurSessionsWrapUpOtherPriCti)

The duration of the Wrap-up time following CTI-generated ACD calls for this agent, and the agent was a member of the primary agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was using the phone to place or receive any other calls.

MMMMMMMM



Calls Wrap-Up Over - Count (SessionsWrapUpOver)

SessionsWrapUpOverACD + SessionsWrapUpOverCTI

The count of all Wrap-up sessions following standard ACD and CTI-generated ACD calls for this agent, and the agent was a member of an overflow agent group of the call guide.

Calls Wrap-Up Over - Time (DurSessionsWrapUpOver)

DurSessionsWrapUpOverACD + DurSessionsWrapUpOverCTI

The duration of all Wrap-up time following standard ACD and CTI-generated ACD calls for this agent, and the agent was a member of an overflow agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was not using the phone to place or receive any other calls.

Calls Wrap-Up Over ACD - Count (SessionsWrapUpOverAcd)

The count of Wrap-up sessions following standard ACD calls for this agent, and the agent was a member of an overflow group of the call guide.

(SessionsWrapUpOverAcdStart)

The count of Wrap-up sessions following standard ACD calls (active at the beginning of the reporting interval) for this agent, where the agent was a member of an overflow agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Wrap-Up Over ACD - Time (DurSessionsWrapUpOverAcd)

The duration of Wrap time following standard ACD calls for this agent, where the agent was a member of an overflow agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was not using the phone to place or receive any other calls.

Calls Wrap-Up Over CTI - Count (SessionsWrapUpOverCti)

The count of Wrap-up sessions following CTI-generated ACD calls for this agent, where the agent was a member of an overflow agent group of the call guide.



(SessionsWrapUpOverCtiStart)

The count of Wrap-up sessions following CTI-generated ACD calls (active at the beginning of the reporting interval) for this agent, where the agent was a member of an overflow agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Wrap-Up Over CTI - Time (DurSessionsWrapUpOverCti)

The duration of Wrap-up time after CTI-generated ACD calls for this agent, where the agent was a member of an overflow agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was not using the phone to place or receive any other calls.

Calls Wrap-Up Pri - Count (SessionsWrapUpPri)

SessionsWrapUpPriACD + SessionsWrapUpPriCTI

The count of Wrap-up sessions following standard ACD and CTI-generated ACD calls for this agent, and the agent was a member of the primary agent group of the call guide.

Calls Wrap-Up Pri - Time (DurSessionsWrapUpPri)

DurSessionsWrapUpPriACD + DurSessionsWrapUpPriCTI

The duration of Wrap-up time following standard ACD and CTI-generated ACD calls for this agent, and the agent was a member of a primary agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was not using the phone to place or receive any other calls.

Calls Wrap-Up Pri ACD - Count (SessionsWrapUpPriAcd)

The count of Wrap-up sessions following standard ACD calls for this agent, where the agent was a member of the primary agent group of the call guide.

(SessionsWrapUpPriAcdStart)

The count of Wrap-up sessions following standard ACD calls (active at the beginning of the reporting interval) for this agent, where the agent was a member of the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

MMMMMMMM



Calls Wrap-Up Pri ACD - Time (DurSessionsWrapUpPriAcd)

The duration of Wrap-up sessions following standard ACD calls for this agent, where the agent was a member of the primary agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was not using the phone to place or receive any other calls.

Calls Wrap-Up Pri CTI - Count (SessionsWrapUpPriCti)

The count of Wrap-up sessions following CTI-generated ACD calls for this agent, where the agent was a member of the primary agent group of the call guide.

(SessionsWrapUpPriCtiStart)

The count of Wrap-up sessions following CTI-generated ACD calls (active at the beginning of the reporting interval) for this agent, where the agent was a member of the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Wrap-Up Pri CTI - Time (DurSessionsWrapUpPriCti)

The duration of Wrap-up sessions following CTI-generated ACD calls for this agent, where the agent was a member of the primary agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was not using the phone to place or receive any other calls.

Agent State

State Agent

This is a number that represents the current agent state within the Centergy agent state machine. This is a real-time only statistic and is not saved in any databases.

State Agent - Time

The current duration of the current agent state within the Centergy agent state machine. This is a real-time only statistic and is not saved in any databases.

State Available - Count (SessionsAvail)

The count of Available sessions where the agent is available to receive ACD calls.



(SessionsAvailStart)

The count of Available sessions (active at the beginning of the reporting interval) where the agent is available to receive ACD calls. This item is an interval statistic that is only recorded in the Agent Statistics table.

State Available - Time (DurSessionsAvail)

The duration of Available sessions where the agent is available to receive ACD calls.

State Available - Time, Avg (AvgDurAvail)

DurSessionsAvail / SessionsAvail

The average length of time the agent waited to receive a call once the agent became available.

State Available - Time, Pcnt (PcntAvail)

100 * DurSessionsAvail / DurSessionsOnline

The percentage of time the agent was available waiting for a call versus the time the agent was signed on.

State Not Ready - Count (SessionsNotReady)

The count of Not Ready sessions where the agent has already been selected, but the CTI application is not yet ready to synchronize the agent’s desktop application with the call.

(SessionsNotReadyStart)

The count of Not Ready sessions (active at the beginning of the reporting interval) where the ACD has already selected an agent, but the CTI application is not yet ready to synchronize the agent’s desktop application with the call. This item is an interval statistic that is only recorded in the Agent Statistics table.

State Not Ready - Time (DurSessionsNotReady)

The duration of the Not Ready sessions. This session ends when the CTI application notifies the switch that it is ready to synchronize the agent’s desktop application with the call.

MMMMMMMM



State Not Ready - Time, Pcnt (PcntNotReady)

100 * DurSessionsNotReady / DurSessionsOnline

The percentage of time the agent was reserved for handling a CTI-generated call versus the time the agent was signed on.

State Online - Count (SessionsOnline)

The number of times that the agent has signed on to ACD.

(SessionsOnlineStart)

The number of times (active at the beginning of the reporting interval) that the agent has signed on to ACD. This item is an interval statistic that is only recorded in the Agent Statistics table.

State Online - Time (DurSessionsOnline)

The duration of time when the agent is signed on to ACD. This duration ends when the agent signs-off.

State Other Line Off Hook - Time (DurSessionsOtherLineOffHook)

The duration of the time the agent was not in an Available state and the cause was reported as the ACD agent was off hook on another ACD line.

State Other Time (OtherTime)

DurSessionsOnline — DurSessionsAvail - DurSessionsUnavail —

DurCallsCustomer — DurCallsNonAcdNew —

DurSessionsWrapUp — DurSessionsWork

The duration of time the agent was signed on but was not in either the Available or Unavailable states, was not servicing a customer call, was not on a non-ACD/CTI phone call (that was not placed for consultation, conference or transfer), and was not in a Work or Wrap-up session.



State Other Time - Pcnt (PcntOtherTime)

100 * OtherTime / DurSessionsOnline

The percentage of time the agent was signed on, but was not in either the available or unavailable states, was not servicing a customer call, was not on a non-ACD/CTI phone call and was not in a Work or Wrap-up session versus the length of time the agent was signed on.

State Transitions - Count (SessionsTransition)

The number of transitions off hook made by the agent on the agent’s ACD line where no call was placed.

State Transitions - Time (DurSessionsTransition)

The duration of the transitions off hook made by the agent on the agent’s ACD line where no call was placed.

State Unavailable - Count (SessionsUnavail)

The count of Unavailable sessions with reason code manually generated by the agent.

(SessionsUnavailStart)

The count of Unavailable sessions (active at the beginning of the reporting interval) with reason code that were manually generated by the agent. This item is an interval statistic that is only recorded in the Agent Statistics table.

State Unavailable - Time (DurSessionsUnavail)

The duration of the manually generated Unavailable sessions with reason code. This duration ends when the agent manually ends the Unavailable session.

State Unavailable - Time, Ave (AvgDurUnavail)

DurSessionsUnavail / SessionsUnavail

The average length of each interval where the agent was unavailable.

State Unavailable - Time, Pcnt (PcntUnavail)

100 * DurSessionsUnAvail / DurSessionsOnline

MMMMMMMM



The percentage of time the agent was unavailable versus the length of time the agent was logged in.

State Work - Count (SessionsWork)

The count of Work sessions manually generated by the agent. This session is sometimes referred to as a manually invoked Wrap-up session.

(SessionsWorkStart)

The count of Work sessions (active at the beginning of the reporting interval) manually generated by the agent. This item is an interval statistic that is only recorded in the Agent Statistics table.

State Work - Time (DurSessionsWork)

The duration of the manually generated Work sessions. This duration only includes the portion of the Work sessions where the agent was NOT using the phone to place calls or receive any other non-ACD type calls.

State Work - Time, Avg (AvgDurWork)

DurSessionsWork / SessionsWork

The average length of time the agent was in a Work session.

State Work - Time, Pcnt (PcntWork)

100 * DurSessionsWork / DurSessionsOnline

The percentage of time the agent was in a Work session versus the length of time the agent was signed on.

State Work Other - Time (DurSessionsWorkOther)

The duration of Work sessions where the agent was using the phone to place calls or receive other non-ACD type calls.

State Work Other - Time, Avg (AvgDurWorkOther)

DurSessionsWorkOther / SessionsWork

The average length of time the agent was in a Work session and was using the phone.



State Work Other - Time, Pcnt (PcntWorkOther)

100 * DurSessionsWorkOther / DurSessionsOnline

The percentage of time the agent was in a Work session and was using the phone versus the length of time the agent was signed on.

MMMMMMMM



Chapter 3

Agent Group Statistics

Overview of Agent Group Statistics

These fixed interval records summarize the calls processed by each Agent Group within the call center during the identified interval. The names shown are the names of the CNMS database table columns that hold each of the data items. The name of the database table is tbl_AgentGroupStatistics. The length of an interval is configured for the entire call center in Centergy Manager. Daily rollup of the interval data is maintained in the table tbl_ AgentGroupStatistics Daily.

Information

Agent Group Dirn (AgentGroupDirn)

The directory number that is assigned to this agent group in the switch database.

Agent Group Name (AgentGroupName)

The name that is assigned to the agent group in the switch database.

Agent Group User Group (AgentGroupUserGroup)

The user group number that is assigned to agent group directory number in the switch database.


The numeric identifier of the call center where the agent group is assigned.

(IntervalBegin)

The date and time data collection for the associated data values begins.

(IntervalEnd)

The date and time data collection for the associated data values ends. Data is collected up to, but not including, the time specified.

Chapter 3. Agent Group Statistics


CallCenter Metrics

Avg Speed Of Answer (AvgSpeedOfAnsw)

(QDurCallsAnsw + DurRingTimeAnsw) / CallsAnsw

The average length of time that elapsed between the time that the call was offered to the agent group, and the time that the call was answered up by an agent.


100 * CallsAnswWithinThres /

(CallsAnswAll + CallsAband + CallsAbortNoAgentsCTI)

The percentage of calls completed or abandoned after being delivered to the agent group that were answered within the answer threshold assigned to the agent group.

Abandoned Calls

The statistics in this section provide information on calls that were disconnected by the caller before the agent answered.



The total number of calls offered to the agent group that were abandoned by the calling party before they were answered.

Calls Aband In Q - Count (TotalAbandInQ)

CallsAbandInQPriACD + CallsAbandInQOverACD +

CallsAbandInQPriCTI + CallsAbandInQOverCTI

The total number of calls offered to the agent group that were abandoned by the calling party while they were in queue awaiting delivery to an agent.

Calls Aband In Q - Q Time (QDurCallsAbandInQ)

QdurCallsAbandInQPriAcd + QDurCallsAbandInQOverAcd +

QdurCallsAbandInQPriCti + QDurCallsAbandInQOverCti

The total queue time for calls offered to the agent group but abandoned before being delivered to an agent.

MMMMMMMM



Calls Aband In Q ACD - Count (CallsAbandInQACD)

CallsAbandInQPriAcd + CallsAbandInQOverAcd

The number of standard ACD calls that were abandoned while in queue awaiting delivery to an agent.

Calls Aband In Q CTI - Count (CallsAbandInQCTI)

CallsAbandInQPriCti + CallsAbandInQOverCti

The number of CTI-generated ACD calls that were abandoned while in queue awaiting delivery to an agent.

Calls Aband In Q Over - Count (CallsAbandInQOver)

CallsAbandInQOverAcd + CallsAbandInQOverCTI

The number of calls that were abandoned while in queue awaiting delivery to an agent, and the agent group was an overflow agent group in the call guide.

Calls Aband In Q Over ACD - Count (CallsAbandInQOverAcd)

The count of standard ACD calls where the calls were queued to an overflow agent group in the call guide, and were abandoned by the calling party before an agent could be selected.

Calls Aband In Q Over ACD - Q Time (QDurCallsAbandInQOverAcd)

The duration of queue time for standard ACD calls where the calls were queued to an overflow agent group in the call guide and were abandoned by the calling party before an agent could be selected.

Calls Aband In Q Over ACD - Q Time, Max (LongQDurCallsAbandInQOverAcd)

The longest queue time for a standard ACD call where the call was queued to an overflow agent group in the call guide, and was abandoned by the calling party before an agent could be selected in the interval.

Calls Aband In Q Over CTI - Count (CallsAbandInQOverCti)

The count of CTI-generated ACD calls that were queued to an overflow agent group in the call guide, and then were abandoned by the calling party before an agent could be selected.



Calls Aband In Q Over CTI - Q Time (QDurCallsAbandInQOverCti)

The queue time duration that CTI-generated ACD calls where the calls were queued to an overflow agent group in the call guide, and were abandoned by the calling party before an agent could be selected.

Calls Aband In Q Over CTI - Q Time, Max (LongQDurCallsAbandInQOverCti)

The longest queue time for a CTI-generated ACD call where the call was queued to an overflow agent group in the call guide, and was abandoned by the calling party before an agent could be selected in the interval.

Calls Aband In Q Pri - Count (CallsAbandInQPri)

CallsAbandInQPriAcd + CallsAbandInQPriCTI

The number of calls that were abandoned while in queue awaiting delivery to an agent, and the agent group was the primary agent group in the call guide.

Calls Aband In Q Pri ACD - Count (CallsAbandInQPriAcd)

The count of standard ACD calls that were queued to a primary agent group in the call guide, and were abandoned by the calling party before an agent could be selected.

Calls Aband In Q Pri ACD - Q Time (QDurCallsAbandInQPriAcd)

The queue time duration for standard ACD calls that were queued to the primary agent group in the call guide, and were abandoned by the calling party before an agent could be selected.

Calls Aband In Q Pri ACD - Q Time, Max (LongQDurCallsAbandInQPriAcd)

The longest queue time for a standard ACD call where the call was queued to the primary agent group in the call guide, and was abandoned by the calling party before an agent could be selected in the interval.

Calls Aband In Q Pri CTI - Count (CallsAbandInQPriCti)

The count of CTI-generated ACD calls that were queued to the primary agent group in the call guide, and were abandoned by the calling party before an agent could be selected.

MMMMMMMM



Calls Aband In Q Pri CTI - Q Time (QDurCallsAbandInQPriCti)

The queue time duration for CTI-generated ACD calls that were queued to the primary agent group in the call guide, and were abandoned by the calling party before an agent could be selected.

Calls Aband In Q Pri CTI - Q Time, Max (LongQDurCallsAbandInQPriCti)

The longest queue time for a CTI-generated ACD call where the call was queued to the primary agent group in the call guide, and was abandoned by the calling party before an agent could be selected in the interval.

Calls Aband Range 1 - Count (CallsAbandRange1)

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


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


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


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


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




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


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


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


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

Calls Aband Range Last - Count (CallsAbandRangeX)

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

Calls Aband Ringing - Count (CallsAbandRinging)

CallsAbandRingingACD + CallsAbandRingingCTI

The total number of standard ACD and CTI-generated ACD calls delivered to agents that were abandoned while ringing at the agent station before the agent picked up the call.


DurRingTimeAbandACD + DurRingTimeAbandCTI

The total ring time duration for standard ACD and CTI-generated ACD calls delivered to agents that were abandoned while ringing at the agent station before the agent picked up the call.

MMMMMMMM



Calls Aband Ringing ACD - Count (CallsAbandRingingACD)

CallsAbandRingingOverAcd + CallsAbandRingingPriAcd

The total number of standard ACD calls delivered to agents that were abandoned while ringing at the agent station before the agent picked up the call.

Calls Aband Ringing ACD - Ring Time (DurRingTimeAbandACD)

DurRingTimeAbandOverAcd + DurRingTimeAbandPriAcd

The total ring time duration for standard ACD calls delivered to agents that were abandoned while ringing at the agent station before the agent picked up the call.

Calls Aband Ringing CTI - Count (CallsAbandRingingCTI)

CallsAbandRingingOverCti + CallsAbandRingingPriCti

The total number of CTI-generated ACD calls delivered to agents that were abandoned while ringing at the agent station before the agent picked up the call.

Calls Aband Ringing CTI - Ring Time (DurRingTimeAbandCTI)

DurRingTimeAbandOverCti + DurRingTimeAbandPriCti

The total ring time duration for CTI-generated ACD calls delivered to agents that were abandoned while ringing at the agent station before the agent picked up the call.

Calls Aband Ringing Over ACD - Count (CallsAbandRingingOverAcd)

The number of standard ACD calls that were delivered to agents in an overflow agent group in the call guide, that were abandoned while ringing at the agent station.

Calls Aband Ringing Over ACD - Q Time (QDurCallsAbandRingingOverAcd)

The queue time duration for standard ACD calls that were queued and then offered to an overflow agent group in the call guide, and the calls were abandoned while ringing at the agent station.

Calls Aband Ringing Over ACD - Q Time, Max LongQDurCallsAbandRingOverAcd)

The longest queue time for a standard ACD call that was queued and then offered to an overflow agent group in the call guide, and the call was abandoned while ringing at the agent station



Calls Aband Ringing Over ACD - Ring Time (DurRingTimeAbandOverAcd)

The duration of ring time for standard ACD calls that were offered to agents in an overflow agent group in the call guide, and then were abandoned by the calling party wile ringing at the agent station.

Calls Aband Ringing Over CTI - Count (CallsAbandRingingOverCti)

The number of CTI-generated ACD calls that were offered to agents in an overflow agent group in the call guide, and then were abandoned while ringing at the agent station.

Calls Aband Ringing Over CTI - Q Time (QDurCallsAbandRingingOverCti)

The queue time for CTI-generated ACD calls that were queued and then offered to agents in an overflow agent group in the call guide, and then were abandoned while ringing at the agent station.

Calls Aband Ringing Over CTI - Q Time, Max (LongQDurCallsAbandRingOverCti)

The longest queue duration for a CTI-generated ACD call that was queued and then offered to an agent in an overflow agent group in the call guide, and then was abandoned while ringing at the agent station in the interval.

Calls Aband Ringing Over CTI - Ring Time (DurRingTimeAbandOverCti)

The duration of ring time for CTI-generated ACD calls that were delivered to agents in an overflow agent group in the call guide, and then were abandoned by the calling party while ringing at the agent station.

Calls Aband Ringing Pri ACD - Count (CallsAbandRingingPriAcd)

The number of standard ACD calls that were delivered to agents in the primary agent group in the call guide, and then were abandoned by the calling party while ringing at the agent station.

Calls Aband Ringing Pri ACD - Q Time (QDurCallsAbandRingingPriAcd)

The queue time duration for standard ACD calls that were queued, and then delivered to agents in the primary agent group in the call guide, and that were abandoned while ringing at the agent station.

MMMMMMMM



Calls Aband Ringing Pri ACD - Q Time, Max (LongQDurCallsAbandRingPriAcd)

The longest queue time for a standard ACD call that was queued and then delivered to an agent in the primary agent group in the call guide, and that was abandoned while ringing at the agent station in the interval.

Calls Aband Ringing Pri ACD - Ring Time (DurRingTimeAbandPriAcd)

The ring time duration for standard ACD calls that were delivered to agents in the primary agent group in the call guide, and then were abandoned while the call was ringing at the agent station.

Calls Aband Ringing Pri CTI - Count (CallsAbandRingingPriCti)

The number of CTI-generated ACD calls that were delivered to agents in the primary agent group in the call guide, and that were abandoned while ringing at the agent station.

Calls Aband Ringing Pri CTI - Q Time (QDurCallsAbandRingingPriCti)

The queue time duration for CTI-generated ACD calls that were queued, and then delivered to agents in the primary agent group in the call guide, and then were abandoned while ringing at the agent station.

Calls Aband Ringing Pri CTI - Q Time, Max (LongQDurCallsAbandRingPriCti)

The longest queue time for a CTI-generated ACD call that were queued, and then delivered to an agent in the primary agent group in the call guide, and then was abandoned while ringing at the agent station during the interval.

Calls Aband Ringing Pri CTI - Ring Time (DurRingTimeAbandPriCti)

The ring time duration for CTI-generated ACD calls that were delivered to agents in the primary agent group in the call guide, and then were abandoned by the calling party while ringing at the agent station.

Calls Aband Short - Count (CallsAbandShort)

CallsAbandShortAcd + CallsAbandShortCti

The total number of calls that were queued to the agent group and that were abandoned before the agent group’s short abandon threshold had been exceeded.



Calls Aband Short ACD - Count (CallsAbandShortAcd)

The count of standard ACD calls abandoned by the calling party before (less than or equal to) the short abandoned threshold (total call time) set for the agent group. This threshold can be with the Centergy Manager.

Calls Aband Short CTI - Count (CallsAbandShortCti)

The count of CTI-generated ACD calls that were abandoned by the calling party before (less than or equal to) the short abandoned threshold (total call time) set for the agent group. This threshold can be with the Centergy Manager.


The count of standard ACD and CTI-generated ACD calls abandoned by the calling party before the agent answers after (greater than) the threshold (queue time + ring time) set for the agent group. This threshold is settable with the Centergy Manager (GUI).


The count of standard ACD and CTI-generated ACD calls abandoned by the calling party before the agent answers within (less than or equal to) the threshold (queue time + ring time) set for the agent group. This threshold is settable with the Centergy Manager (GUI).

Aborted Calls

Calls Aborted No Agents CTI - Count (CallsAbortNoAgentsCti)

The count of CTI-generated ACD calls that were aborted due to no agents being available.

Calls Aborted No Agents CTI - Q Time (QDurCallsAbortNoAgentsCti)

The queue time duration for CTI-generated ACD calls that were aborted due to no agents being available.

MMMMMMMM



Calls In Progress

Calls Calls In Progress - Current Count

This is the current count of calls that are still pending against the agent group. Pending calls are those that have been queued through a pilot step of a call guide and have either not yet been answered or have been answered and an agent is currently busy on the call. A single call may be queued to more than one agent group through multiple pilot steps in the call guide before being answered by one of the agent groups. This count is a real-time statistic only and not saved in any of the interval database flushes.

Conference Calls

The statistics in this section deal with conference calls that involved agent group members. Due to the nature of setting up a conference, an agent statistics for consultation will be updated when a conference is placed or received. The consultation stats correspond to the actions performed during conference setup when the agent setting up the conference calls the party to be included, announces the new agent is to be included in the conference and then initiates the conference. The statistics of both the party establishing the conference, and the party being added to the conference are affected.

Calls Conf - Count (CallsConf)

CallsConfPlaced + CallsConfReceived

The total number of conference calls placed and joined by agents in this agent group.

Calls Conf - Time (DurCallsConf)

DurCallsConfPlaced + DurCallsConfReceived

The total length of time that agent group members were occupied on conference calls.

Calls Conf - Time, Avg (AvgDurConfCall)

DurCallsConf / CallsConf

The average length of time agent group members spent on conference calls.

Calls Conf - Time, Pcnt (PcntConf)

100 * DurCallsConf / DurSessionsOnline

The percentage of time agent group members were occupied with conference calls versus the time these agents were signed on.



Calls Conf Placed - Count (CallsConfPlaced)

CallsConfExternalPlaced + CallsConfInternalPlaced

The count of conference calls both internal and external which agents from this agent group created.

Calls Conf Placed - Time (DurCallsConfPlaced)

DurCallsConfExternalPlaced + DurCallsConfInternalPlaced

The duration of time that agents from this agent group were on internal or external conference calls that they created.

Calls Conf Placed Ext - Count (CallsConfExternalPlaced)

The count of conference calls that agents from this agent group created by placing an external consultation call.

(CallsConfExternalPlacedStart)

The count of conference calls (active at the beginning of the reporting interval) that agents from this agent group created by placing an external consultation call. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Conf Placed Ext - Time (DurCallsConfExternalPlaced)

The talk time duration for conference calls that agents from this agent group created by placing an external consultation calls.

Calls Conf Placed Int - Count (CallsConfInternalPlaced)

The count of conference calls that agents from this agent group created by placing an internal consultation call.

(CallsConfInternalPlacedStart)

The count of conference calls (active at the beginning of the reporting interval) that agents from this agent group created by placing an internal consultation call. This item is an interval statistic that is only recorded in the Agent Statistics table.

MMMMMMMM



Calls Conf Placed Int - Time (DurCallsConfInternalPlaced)

The talk time duration for conference calls that agents from this agent group created by placing an internal consultation call.

Calls Conf Non-ACD/CTI - Count (CallsConfReceived)

CallsConfInternalRcvd

The count of conference calls that agents from this agent group joined from a consultation call that was Non-ACD.

Calls Conf Non-ACD/CTI - Time (DurCallsConfReceived)

DurCallsConfInternalRcvd

The talk time duration for conference calls that agents from this agent group joined where the consultation call that created the conference was non-ACD.

Calls Conf Non-ACD/CTI Ext - Count (CallsConfExternalRcvd)

Removed.

(CallsConfExternalRcvdStart)

Removed.

Calls Conf Non-ACD/CTI Ext - Time (DurCallsConfExternalRcvd)

Removed.

Calls Conf Non-ACD/CTI Int - Count (CallsConfInternalRcvd)

The count of conference calls that agents from this agent group joined where the consultation call that created the conference was non-ACD.

(CallsConfInternalRcvdStart)

The count of conference calls (active at the beginning of the reporting interval) that agents from this agent group joined where the consultation call that created the conference was non-ACD. This item is an interval statistic that is only recorded in the Agent Statistics table.



Calls Conf Non-ACD/CTI Int - Time (DurCallsConfInternalRcvd)

The talk time duration for conference calls that agents from this agent group joined where the consultation call that created the conference was Non-ACD.

Calls Conf Over ACD - Count (CallsConfOverAcd)

The count of conference calls that agents from this agent group joined because the agent received a standard ACD consultation call, and the agent selected was a member of an overflow agent group of the call guide.

(CallsConfOverAcdStart)

The count of conference calls (active at the beginning of the reporting interval) that agents from this agent group joined because the agent received an standard ACD consultation call, and the agent selected was a member of an overflow agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Conf Over ACD - Time (DurCallsConfOverAcd)

The talk time duration for conference calls that agents from this agent group joined because the agent received a standard ACD consultation call and the agent selected was a member of an overflow agent group of the call guide.

Calls Conf Over CTI - Count (CallsConfOverCti)

The count of conference calls that agents from this agent group joined because the agent received a CTI-generated ACD consultation call and the agent selected was a member of an overflow agent group of the call guide.

(CallsConfOverCtiStart)

The count of conference calls (active at the beginning of the reporting interval) that agents from this agent group joined because the agent received a CTI -generated ACD consultation call and the agent selected was a member of an overflow agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Conf Over CTI - Time (DurCallsConfOverCti)

The talk time duration for conference calls that agents from this agent group joined because the agent received a CTI-generated ACD consultation call and the agent selected was a member of an overflow agent group of the call guide.

MMMMMMMM



Calls Conf Pri ACD - Count (CallsConfPriAcd)

The count of conference calls that agents from this agent group joined because the agent received an standard ACD consultation call and the agent selected was a member of the primary agent group of a call guide.

(CallsConfPriAcdStart)

The count of conference calls (active at the beginning of the reporting interval) that agents from this agent group joined because the agent received an standard ACD consultation call and the agent selected was a member of the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Conf Pri ACD - Time (DurCallsConfPriAcd)

The talk time duration for conference calls that agents from this agent group joined because the agent received a standard ACD consultation call and the agent selected was a member of the primary agent group of the call guide.

Calls Conf Pri CTI - Count (CallsConfPriCti)

The count of conference calls that agents from this agent group joined because the agent received a CTI-generated ACD consultation call and the agent selected was a member of the primary agent group of the call guide.

(CallsConfPriCtiStart)

The count of conference calls (active at the beginning of the reporting interval) that agents from this agent group joined because the agent received a CTI-generated ACD consultation call, and the agent selected was a member of the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Statistics table.

Calls Conf Pri CTI - Time (DurCallsConfPriCti)

The talk time duration for conference calls that agents from this agent group joined because the agent received a CTI-generated ACD consultation call, and the agent selected was a member of the primary agent group of the call guide.



Consultation Calls

The statistics in this section deal with the times an agent group member uses the phone for consultation. In addition to situations where the agent places his caller on hold, consults with a third-party, and then returns to the original call, CNMS includes as consultation the time spent talking to a called party before completing a transfer or conferencing the party onto the agent’s original call.

Calls Consult - Count (CallsConst)

CallsConstPlaced + CallsConstReceived

The total number of consultation calls placed or received by members of the agent group. The count includes calls placed for consultation only as well as announcements prior to conference or transfers.

Calls Consult - Time (DurCallsConst)

DurCallsConstPlaced + DurCallsConstReceived

The total length of consultation calls placed or received by members of the agent group. The duration includes calls placed for consultation only as well as announcements prior to conference or transfers.

Calls Consult - Time, Avg (AvgDurConstCall)

DurCallsConst / CallsConst

The average length of consultation calls placed or received by members of the agent group. Included are calls placed for consultation only as well as announcements prior to conference or transfers.

Calls Consult - Time, Pcnt (PcntConst)

100 * DurCallsConst / DurSessionsOnline

The percentage of time agent group members spent on consultation calls placed or received by them versus the length of time agent group members were signed on during the interval. Included are calls placed purely for consultation as well as announcements prior to conference or transfers.

Calls Consult Placed - Count (CallsConstPlaced)

CallsConstExternalPlaced + CallsConstInternalPlaced

The total number of internal and external consultation calls placed by members of the agent group. Included are calls placed purely for consultation as well as announcements prior to conference or transfers.

MMMMMMMM



Calls Consult Placed - Time (DurCallsConstPlaced)

DurCallsConstExternalPlaced + DurCallsConstInternalPlaced

The total duration of time agent group members spent on internal and external consultation calls placed by members of the agent group. Included are calls placed for consultation as well as announcements prior to conference or transfers.

Calls Consult Placed Ext - Count (CallsConstExternalPlaced)

The count of consultation calls placed by the agent to external parties.

(CallsConstExternalPlacedStart)

The count of consultation calls (active at the beginning of the reporting interval) placed by the agent to external parties. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Consult Placed Ext - Time (DurCallsConstExternalPlaced)

The duration of talk time for consultation calls placed by the agent to external parties.

Calls Consult Placed Int - Count (CallsConstInternalPlaced)

The count of consultation calls placed by the agent to internal parties.

(CallsConstInternalPlacedStart)

The count of consultation calls (active at the beginning of the reporting interval) placed by the agent to internal parties. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Consult Placed Int - Time (DurCallsConstInternalPlaced)

The duration of talk time for calls placed by the agent to internal parties.

Calls Consult Non-ACD/CTI - Count (CallsConstReceived)

CallsConstExternalRcvd + CallsConstInternalRcvd

The total number of internal and external consultation calls received by members of the agent group.



Calls Consult Non-ACD/CTI - Time (DurCallsConstReceived)

DurCallsConstExternalRcvd + DurCallsConstInternalRcvd

The total duration of time spent by members of the agent group on internal and external consultation calls received.

Calls Consult Non-ACD/CTI Ext - Count (CallsConstExternalRcvd)


The count of consultation calls received by the agent from external parties.

(CallsConstExternalRcvdStart)

For Future Development. The count of consultation calls (active at the beginning of the reporting interval) received by the agent from external parties. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Consult Non-ACD/CTI Ext - Time (DurCallsConstExternalRcvd)


The duration of talk time for consultation calls where the agent received the consultation call from an external party.

Calls Consult Non-ACD/CTI Int - Count (CallsConstInternalRcvd)

The count of internal consultation calls received by members of the agent group.

(CallsConstInternalRcvdStart)

The count of internal consultation calls (active at the beginning of the reporting interval) received by the members of the agent group. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Consult Non-ACD/CTI Int - Time (DurCallsConstInternalRcvd)

The duration of talk time for internal consultation calls received by members of the agent group.

MMMMMMMM



Calls Consult Over ACD - Count (CallsConstOverAcd)

The count of consultation calls received by agents where the calls were standard ACD routed through a call type, and the agent selected was a member of an overflow agent group.

(CallsConstOverAcdStart)

The count of consultation calls (active at the beginning of the reporting interval) received by agents where the calls were standard ACD routed through a call type, and the agent selected was a member of an overflow agent group. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Consult Over ACD - Time (DurCallsConstOverAcd)

The duration of talk time for consultation calls received by agents where the calls were standard ACD routed through a call type, and the agent selected was a member of an overflow agent group.

Calls Consult Over CTI - Count (CallsConstOverCti)

The count of consultation calls received by agents where the calls were CTI-generated ACD calls routed the call through a call type, and the agent selected was a member of an overflow agent group.

(CallsConstOverCtiStart)

The count of consultation calls (active at the beginning of the reporting interval) received by agents where the calls were CTI-generated ACD calls routed the call through a call type, and the agent selected was a member of an overflow agent group. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Consult Over CTI - Time (DurCallsConstOverCti)

The duration of talk time for consultation calls (active at the beginning of the reporting interval) received by agents where the calls were CTI-generated ACD calls routed the call through a call type, and the agent selected was a member of an overflow agent group.

Calls Consult Pri ACD - Count (CallsConstPriAcd)

The count of consultation calls received by agents where the calls were standard ACD routed through a call type, and the agent selected was a member of the primary agent group.



(CallsConstPriAcdStart)

The count of consultation calls (active at the beginning of the reporting interval) received by agents where the calls were standard ACD routed through a call type, and the agent selected was a member of the primary agent group. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Consult Pri ACD - Time (DurCallsConstPriAcd)

The duration of talk time for consultation calls received by agents where the calls were standard ACD routed through a call type, and the agent selected was a member of the primary agent group.

Calls Consult Pri CTI - Count (CallsConstPriCti)

The count of consultation calls received by agents where the calls were CTI-generated ACD routed the calls through a call type, and the agent selected was a member of the primary agent group.

(CallsConstPriCtiStart)

The count of consultation calls (active at the beginning of the reporting interval) received by agents where the calls were CTI-generated ACD routed the calls through a call type, and the agent selected was a member of the primary agent group. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Consult Pri CTI - Time (DurCallsConstPriCti)

The duration of talk time for consultations where the calls were CTI-generated ACD routed the calls through a call type, and the agent selected was a member of the primary agent group.

Customer Calls

The statistics in this group assume that consultation; conference and transferred calls associated with a customer call may be initiated directly to an agents phone as well as thru a call guide. As a result, all internal received consultation, conference and transfer calls received by the agent are added to the number of calls directed to the agent through a call guide.

Calls Customer-Related - Count (CallsCustomer)

CallsAnsw + CallsInternalReceived - CallsInternalReceivedNew

Total number of ACD calls received by agents plus calls related to such a call by consultation, conference or transfer.

MMMMMMMM



Calls Customer-Related - Talk Time (DurCallsCustomer)

DurCallsAnsw + DurCallsInternalReceived - DurCallsInternalReceivedNew

The total duration of ACD calls received by agents plus calls related to such a call by consultation, conference, or transfer.

Calls Customer-Related - Talk Time, Avg (AvgTalkTime)

DurCallsCustomer / CallsCustomer

The average duration of ACD calls received by agents plus calls related to such a call by consultation, conference or transfer.

Calls Customer-Related - Talk Time, Pcnt (PcntTalkTime)

100 * DurCallsCustomer / DurSessionsOnline

The percentage of time for ACD calls received by agents plus calls related to such a call by consultation, conference or transfer versus the time the agents have been signed on.

Calls Customer-Related Talk and Wrap-Up - Time (TalkAndWrapUpTime)

DurCallsCustomer + DurSessionsWrapUp

The total duration of talk time plus Wrap-up time for ACD calls received by agents plus time spent on calls related to such a call by consultation, conference or transfer. The Wrap-up time does not include the amount of time agents might have spent on the phone during the Wrap-up session.

Calls Customer-Related Talk and Wrap-Up - Time, Avg (AvgTalkAndWrapUpTime)

TalkAndWrapUpTime / CallsCustomer

The average duration of talk time plus Wrap-up time for ACD calls received by agents plus time spent of calls related to such a call by consultation, conference or transfer. The Wrap-up time does not include the amount of time the agents might have spent on the phone during the Wrap-up session.

Calls Customer-Related Talk and Wrap-Up - Time, Pcnt (PcntTalkAndWrapUpTime)

100 * TalkAndWrapUpTime / DurSessionsOnline

The percentage of talk time plus Wrap-up time for ACD calls received by agents plus time spent of calls related to such a call by consultation, conference or transfer. The Wrap-up time does not include the amount of time the agents might have spent on the phone during the Wrap-up session.



De-queued Calls

Calls De-Queued - Count (CallsDeQ)

CallsDeQAcd + CallsDeQCti

The count of calls queued to this agent group in the call guide, and then de-queued because the calls were delivered to agents selected from another agent group.

Calls De-Queued - Q Time (QDurCallsDeQ)

QDurCallsDeQAcd + QDurCallsDeQCti

The duration of time for all ACD calls queued to this agent group in the call guide, and then de-queued because the calls were delivered to agents selected from another agent group.

Calls De-Queued ACD - Count (CallsDeQAcd)

CallsDeQOverAcd + CallsDeQPriAcd

The count of standard ACD calls queued to this agent group in the call guide, and then de-queued because the calls were delivered to agents selected from another agent group.

Calls De-Queued ACD - Q Time (QDurCallsDeQAcd)

QDurCallsDeQOverAcd + QDurCallsDeQPriAcd

The queue duration for standard ACD calls that were queued to this agent group, and then de-queued because the calls were delivered to agents selected from another agent group.

Calls De-Queued CTI - Count (CallsDeQCti)

CallsDeQOverCti + CallsDeQPriCti

The count of CTI-generated ACD calls that were queued to this agent group in the call guide, and then de-queued because calls were delivered to agents selected from another agent group.

Calls De-Queued CTI - Q Time (QDurCallsDeQCti)

QDurCallsDeQOverCti + QDurCallsDeQPriCti

The duration of time for CTI-generated ACD calls that were queued to this agent group in the call guide, and then de-queued because the calls were delivered to agents selected from another agent group.

MMMMMMMM



Calls De-Queued Over ACD - Count (CallsDeQOverAcd)

The count of standard ACD calls that were queued to this overflow agent group in the call guide, and then de-queued because the calls were delivered to agents selected from another agent group.

Calls De-Queued Over ACD - Q Time (QDurCallsDeQOverAcd)

The duration of queue time for standard ACD-type that were queued to this overflow agent group in the call guide, and then were de-queued because the calls were delivered to agents selected from another agent group.

Calls De-Queued Over ACD - Q Time, Max (LongQDurCallsDeQOverAcd)

The longest queue time for a standard ACD call that were queued to this overflow agent group in the call guide, and then was de-queued during the interval.

Calls De-Queued Over CTI - Count (CallsDeQOverCti)

The count of CTI-generated ACD calls that were queued to this overflow agent group in the call guide, and then de-queued because the calls were delivered to agents selected from another agent group.

Calls De-Queued Over CTI - Q Time (QDurCallsDeQOverCti)

The duration of queue time for CTI-generated ACD calls that were queued to this overflow agent group in the call guide, and then de-queued because the calls were delivered to agents selected from another agent group.

Calls De-Queued Over CTI - Q Time, Max (LongQDurCallsDeQOverCti)

The longest queue time for a CTI-generated ACD call that were queued to this overflow agent group in the call guide, and then was de-queued during the interval.

Calls De-Queued Pri ACD - Count (CallsDeQPriAcd)

The count of standard ACD calls that were queued to this primary agent group in the call guide, and then de-queued because the calls were delivered to agents selected from another agent group.



Calls De-Queued Pri ACD - Q Time (QDurCallsDeQPriAcd)

The duration of time for standard ACD calls that were queued to this primary agent group in the call guide, and then de-queued because the calls were delivered to agents selected from another agent group.

Calls De-Queued Pri ACD - Q Time, Max (LongQDurCallsDeQPriAcd)

The longest queue time for standard ACD calls that were queued to this primary agent group in the call guide, and then were de-queued during the interval.

Calls De-Queued Pri CTI - Count (CallsDeQPriCti)

The count of CTI-generated ACD calls that were queued to this primary agent group in the call guide, and then de-queued because the calls were delivered to agents selected from another agent group.

Calls De-Queued Pri CTI Q Time (QDurCallsDeQPriCti)

The duration of time for CTI-generated ACD calls that were queued to this primary agent group in the call guide, and then were de-queued because the calls were delivered agents selected from another agent group.

Calls De-Queued Pri CTI Q Time, Max (LongQDurCallsDeQPriCti)

The longest queue time for CTI-generated ACD calls that were queued to this primary agent group in the call guide, and then were de-queued during the interval.

Calls In Progress

Calls In Progress - Current Count

This is the current count of calls that are still pending against the agent group. Pending calls are those that have been queued to the agent group through a call guide pilot step and have either NOT yet been delivered (i.e. still queued), delivered to an agent from another agent group or have been delivered to an agent from this agent group. The call remains pending against the agent group while the agents phone is ringing until it is abandoned or answered up until the agent is disconnected from the call. While calls are pending against an agent group, statistics will be generated for the agent group as a result of events received during the call. Any single call may be queued to multiple agent groups at the same time or agent groups with pending calls may change during a call due to transfers, etc. This count is a real-time statistic only and not saved in any of the interval database flushes.

MMMMMMMM



Calls Offered


CallsQOverACD + CallsQOverCTI + CallsQPriACD + CallsQPriCTI —

CallsAbandShort

The total number of standard ACD and CTI-generated ACD calls queued to the agent group excluding "short abandoned" calls. Ringing calls that are picked up by others will have been offered to the Agent Group but may not be answered by an agent from the same agent group.

Calls On Hold

These statistics deal with the periods of time when an agent places an active call on hold. A call is on hold if manually initiated by the agent and also during the interval when the agent is using the phone for consultation, initiating a call transfer, or setting up a conference call.


CallsHoldPlaced + CallsHoldPriAcd + CallsHoldOverAcd +

CallsHoldReceived + CallsHoldPriCti + CallsHoldOverCti

The total number of calls put on hold by members of the agent group.


DurCallsHoldPlaced + DurCallsHoldPriAcd + DurCallsHoldOverAcd +

DurCallsHoldReceived + DurCallsHoldPriCti + DurCallsHoldOverCti

The total duration of hold time for calls that agent group members put on hold.

Calls On Hold - Time, Avg (AvgDurHold)

DurCallsHold / CallsHold

The average duration of hold time for calls that agent group members put on hold.

Calls On Hold - Time, Pcnt (PcntHold)

100 * DurCallsHold / DurSessionsOnline

The percentage of time agent group members kept calls on hold versus the time agent group members were signed on during the interval.



Calls On Hold Only - Count (CallsHoldOnly)

CallsHold — CallsConstPlaced

The number of calls put on hold by agent group members excluding calls where the agent subsequently used the phone to make a consultation call, or announce a transfer or conference while the original party was on hold.

Calls On Hold Only - Time (DurCallsHoldOnly)

DurCallsHold — DurCallsConstPlaced

The duration of hold time for calls that agent group members put on hold and were not involved in any type of consultation.

Calls On Hold Only - Time, Avg (AvgDurHoldOnly)

DurCallsHoldOnly / CallsHoldOnly

The average length of hold time for calls that agent group members put on hold and were not involved in any type of consultation.

Calls On Hold Only - Time, Pcnt (PcntDurHoldOnly)

100 * DurCallsHoldOnly / DurSessionsOnline

The percentage of hold time for calls that agent group members put on hold and were not involved in any type of consultation, versus the time agent group members were signed on during the interval.

Calls On Hold Placed - Count (CallsHoldPlaced)

CallsHoldExternalPlaced + CallsHoldInternalPlaced

The number of times that agent group members placed an internal or external call and put it on hold.

Calls On Hold Placed - Time (DurCallsHoldPlaced)

DurCallsHoldExternalPlaced + DurCallsHoldInternalPlaced

The total duration of hold time for internal and external calls placed by agent group members and put on hold.

Calls On Hold Placed Ext - Count (CallsHoldExternalPlaced)

The count of calls that agent group members placed to external parties where the external party was put on hold.

MMMMMMMM



(CallsHoldExternalPlacedStart)

The count of calls (active at the beginning of the reporting interval) that agent group members placed to external parties where the external party was put on hold. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls On Hold Placed Ext - Time (DurCallsHoldExternalPlaced)

The duration of hold time for calls that agent group members placed to external parties, and put the external party on hold.

Calls On Hold Placed Int - Count (CallsHoldInternalPlaced)

The count of calls that agent group members placed to internal parties where the internal party was put on hold.

(CallsHoldInternalPlacedStart)

The count of calls (active at the beginning of the reporting interval) that agent group members placed internal parties where the internal party was put on hold. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls On Hold Placed Int - Time (DurCallsHoldInternalPlaced)

The duration of hold time for calls placed by members of this agent group to internal parties and the internal party was put on hold.

Calls On Hold Non-ACD/CTI - Count (CallsHoldReceived)

CallsHoldExternalRcvd + CallsHoldInternalRcvd

The total count of internal and external calls received by the members of this agent group that were put on hold by the agents.

Calls On Hold Non-ACD/CTI - Time (DurCallsHoldReceived)

DurCallsHoldExternalRcvd + DurCallsHoldInternalRcvd

The duration of hold time for internal and external calls received by members of this agent group that were put on hold by the agents.



Calls On Hold Non-ACD/CTI Ext - Count (CallsHoldExternalRcvd)

The count of calls received by members of this agent group from external parties that were put on hold by the agents.

(CallsHoldExternalRcvdStart)

The count of calls received by members of this agent group from external parties (active at the beginning of the reporting interval) that were put on hold by the agents. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls On Hold Non-ACD/CTI Ext Time (DurCallsHoldExternalRcvd)

The duration of hold time for calls that were put on hold by agent group members and the calls were received from external parties.

Calls On Hold Non-ACD/CTI Int - Count (CallsHoldInternalRcvd)

The count of calls put on hold by agent group members where the calls were received from internal parties.

(CallsHoldInternalRcvdStart)

The count of calls (active at the beginning of the reporting interval) placed on hold by agent group members where the calls were received from internal parties. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls On Hold Non-ACD/CTI Int - Time (DurCallsHoldInternalRcvd)

The duration of hold time for internal calls received by agent group members where the agent put the calls on hold.

Calls On Hold Over ACD - Count (CallsHoldOverAcd)

The count of standard ACD calls put on hold by agent group members where the agents were members of an overflow agent group in the call guide.

(CallsHoldOverAcdStart)

The count of standard ACD calls (active at the beginning of the reporting interval) put on hold by agent group members where the agents were members of an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

MMMMMMMM



Calls On Hold Over ACD - Time (DurCallsHoldOverAcd)

The duration of hold time for standard ACD calls that were put on hold by agent group members, and the agents were members of an overflow agent group in the call guide.

Calls On Hold Over CTI - Count (CallsHoldOverCti)

The count of CTI-generated ACD calls that were put on hold by agent group members, and the agents were members of an overflow agent group in the call guide.

(CallsHoldOverCtiStart)

The count of CTI-generated ACD calls that were put on hold by agent group members, and the agents were members of an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls On Hold Over CTI - Time (DurCallsHoldOverCti)

The duration of hold time for CTI-generated ACD calls that were put on hold by agent group members, and the agents were members of an overflow agent group in the call guide.

Calls On Hold Pri ACD - Count (CallsHoldPriAcd)

The count of standard ACD calls that were put on hold by agent group members, and the agents were members of the primary agent group in the call guide.

(CallsHoldPriAcdStart)

The count of standard ACD calls that were put on hold by agent group members, and the agents were members of the primary agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls On Hold Pri ACD - Time (DurCallsHoldPriAcd)

The duration of hold time for standard ACD calls that were put on hold by agent group members, and the agents were members of the primary agent group in the call guide.

Calls On Hold Pri CTI - Count (CallsHoldPriCti)

The count of CTI-generated ACD calls that were put on hold by agent group members, and the agents were members of the primary agent group in the call guide.



(CallsHoldPriCtiStart)

The count of CTI-generated ACD calls that were put on hold by agent group members, and the agents were members of the primary agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls On Hold Pri CTI - Time (DurCallsHoldPriCti)

The duration of hold time for CTI-generated ACD calls that were put on hold by agent group members, and the agents were members of the primary agent group in the call guide.

Parked Calls


CallsParkedExternalRcvd + CallsParkedPriAcd +

CallsParkedInternalRcvd + CallsParkedPriCti +

CallsParkedExternalPlaced + CallsParkedOverAcd +

CallsParkedInternalPlaced + CallsParkedOverCti

The total number of calls parked by members of the agent group.

Calls Parked Placed Ext - Count (CallsParkedExternalPlaced)

The count of answered calls parked by members of the agent group where the agent placed the call to external parties.

Calls Parked Placed Int - Count (CallsParkedInternalPlaced)

The count of answered calls parked by members of the agent group where the agent placed the call to internal parties.

Calls Parked Non-ACD/CTI Ext - Count (CallsParkedExternalRcvd)

The count of calls parked by members of the agent group where the calls were received from external parties.

Calls Parked Non-ACD/CTI Int - Count (CallsParkedInternalRcvd)

The count of calls parked by members of the agent group where the calls were received from internal parties.

MMMMMMMM



Calls Parked Over ACD - Count (CallsParkedOverAcd)

The count of standard ACD calls parked by members of the agent group where agents were members of an overflow agent group in the call guide.

Calls Parked Over CTI - Count (CallsParkedOverCti)

The count of CTI-generated ACD calls parked by members of the agent group where agents were members of an overflow agent group in the call guide.

Calls Parked Pri ACD - Count (CallsParkedPriAcd)

The count of standard ACD calls parked by members of the agent group where the agents were members of the primary agent group in the call guide.

Calls Parked Pri CTI - Count (CallsParkedPriCti)

The count of CTI-generated ACD calls parked by members of the agent group where the agents were members of the primary agent group in the call guide.

Picked Up Calls

Calls Picked Up - Count (CallsPickedUp)

The count of calls picked up by members of the agent group. There are two ways that an agent can pick up calls. First, by picking up another agent’s ringing line, or next by picking up a call parked by another agent. In both cases the call is a non-ACD type call for the agent who picks up the call, since they went off hook and initiated a call to do so.

Placed Calls

Calls Placed Non-ACD/CTI - Count (CallsPlaced)

CallsExternalPlaced + CallsInternalPlaced

The total number of calls placed by members of the agent group.

Calls Placed Non-ACD/CTI - Time (DurCallsPlaced)

DurCallsInternalPlaced + DurCallsExternalPlaced

The total duration of internal and external calls placed by members of the agent group.



Calls Placed Non-ACD/CTI - Time, Avg (AvgDurCallsPlaced)

DurCallsPlaced / CallsPlaced

The average duration of internal and external calls placed by members of the agent group.

Calls Placed Non-ACD/CTI - Time, Pcnt (PcntCallsPlaced)

100 * DurCallsPlaced / DurSessionsOnline

The percentage of time spent on internal and external calls placed by members of the agent group versus the time they were signed on during the interval.

Calls Placed Non-ACD/CTI Ext - Count (CallsExternalPlaced)

The count of external calls placed by members of this agent group that were answered by the other party.

(CallsExternalPlacedStart)

The count of external calls (active at the beginning of the reporting interval) placed by members of this agent group that were answered by the other party. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Placed Non-ACD/CTI Ext - Time (DurCallsExternalPlaced)

The talk time duration for external calls placed by members of this agent group and answered by the other party. This talk time begins when the call is first answered, and ends when the call is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Placed Non-ACD/CTI Ext - Time, Avg (AvgOutTalkTime)

DurCallsExternalPlaced / CallsExternalPlaced

The average duration for external calls placed by members of the agent group and answered by the other party.

Calls Placed Non-ACD/CTI Ext New - Count (CallsExternalPlacedNew)

CallsExternalPlaced – CallsConstExternalPlaced

The number of calls placed by members of the agent group to external parties where the calls were not for consultation, conference, or transfer.

MMMMMMMM



Calls Placed Non-ACD/CTI Ext New - Time (DurCallsExternalPlacedNew)

DurCallsExternalPlaced - DurCallsConstExternalPlaced

The duration of calls placed by members of the agent group to external parties where the calls were not for consultation.

Calls Placed Non-ACD/CTI Ext New - Time, Avg (AvgDurCallsExternalPlacedNew)

DurCallsExternalPlacedNew / CallsExternalPlacedNew

The average duration for calls placed by members of the agent group to external parties where the calls were not for consultation, conference, or transfer.

Calls Placed Non-ACD/CTI Ext New - Time, Pcnt (PcntDurCallsExternalPlacedNew)

100 * DurCallsExternalPlacedNew / DurSessionsOnline

The percentage of time members of the agent group spent on calls they placed to external parties where the calls were not for consultation, conference, or transfer versus the time agent group members were signed on during the interval.

Calls Placed Non-ACD/CTI Int - Count (CallsInternalPlaced)

The count of internal calls placed by members of the agent group that were answered by the other party.

(CallsInternalPlacedStart)

The count of internal calls (active at the beginning of the reporting interval) placed by members of the agent group that were answered by the other party. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Placed Non-ACD/CTI Int - Time (DurCallsInternalPlaced)

The talk time duration for calls placed by members of the agent group to internal parties that were answered by the other party. This talk time begins when the call is first answered and ends when this call is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Placed Non-ACD/CTI Int New - Count (CallsInternalPlacedNew)

CallsInternalPlaced –CallsConstInternalPlaced

The count of internal calls placed by members of the agent group that were answered by the other party and were not for consultation, transfer, or conference.



Calls Placed Non-ACD/CTI Int New - Time (DurCallsInternalPlacedNew)

DurCallsInternalPlaced - DurCallsConstInternalPlaced

The duration of internal calls placed by members of the agent group that were answered by the other party and were not for consultation.

Calls Placed Non-ACD/CTI Int New - Time, Avg (AvgDurCallsInternalPlacedNew)

DurCallsInternalPlacedNew / CallsInternalPlacedNew

The average duration of internal calls placed by members of the agent group that were answered by the other party and were not for consultation, transfer, or conference.

Placed and Received Calls

The statistics in this section are calculated quantities that provide information on the total number of calls handled by the agent, both for calls placed to the agent and calls placed by the agent.

Calls Placed/Rcvd Non-ACD/CTI - Count (Calls)

CallsExternalReceived + CallsExternalPlaced +

CallsInternalReceived + CallsInternalPlaced

The total number of internal and external calls that were placed and received by members of the agent group.

Calls Placed/Rcvd Non-ACD/CTI - Time (DurCalls)

DurCallsExternalReceived + DurCallsExternalPlaced +

DurCallsInternalReceived + DurCallsInternalPlaced

The total duration for internal and external calls that were placed and received by members of the agent group.

Calls Placed/Rcvd Non-ACD/CTI Ext - Count (CallsExternal)

CallsExternalPlaced + CallsExternalReceived

The total number of external calls placed and received by members of the agent group.

Calls Placed/Rcvd Non-ACD/CTI Ext - Time (DurCallsExternal)

DurCallsExternalPlaced + DurCallsExternalReceived

The total duration of external calls placed and received by members of the agent group.

MMMMMMMM



Calls Placed/Rcvd Non-ACD/CTI Ext New - Count (CallsExternalNew)

CallsExternalReceived + CallsExternalPlacedNew

The total number of external and internal calls placed and received by members of the agent group that were not for consultation, conference or transfer.

Calls Placed/Rcvd Non-ACD/CTI Ext New - Time (DurCallsExternalNew)

DurCallsExternalReceived + DurCallsExternalPlacedNew

The total duration of external and internal calls placed and received by members of the agent group that were not for consultation, conference or transfer.

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

DurCallsExternalNew / CallsExternalNew

The average duration of external and internal calls placed and received by members of the agent group that were not for consultation, conference or transfer.

Calls Placed/Rcvd Non-ACD/CTI Int - Count (CallsInternal)

CallsInternalPlaced + CallsInternalReceived

The total number of internal calls placed and received by members of the agent group.

Calls Placed/Rcvd Non-ACD/CTI Int - Time (DurCallsInternal)

DurCallsInternalPlaced + DurCallsInternalReceived

The total duration of internal calls placed and received by members of the agent group.

Calls Placed/Rcvd Non-ACD/CTI Int New - Count (CallsInternalNew)


The total number of internal calls placed and received by members of the agent group that were not for consultation, conference or transfer.

Calls Placed/Rcvd Non-ACD/CTI Int New - Time (DurCallsInternalNew)


The total duration of internal calls placed and received by members of the agent group that were not for consultation, conference or transfer.



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

DurCallsInternalNew / CallsInternalNew

The average duration of internal calls placed and received by members of the agent group that were not for consultation, conference or transfer.

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

100 * DurCallsInternalNew / DurSessionsOnline

The percentage of time spent on internal calls placed and received by members of the agent group that were not for consultation, conference or transfer during the interval.

Calls Placed/Rcvd Non-ACD/CTI New - Count (CallsNonAcdNew)

CallsExternalReceived + CallsExternalPlacedNew +


The total number of internal and external calls placed and received by members of the agent group that were not for consultation, conference or transfer.

Calls Placed/Rcvd Non-ACD/CTI New - Time (DurCallsNonAcdNew)

DurCallsExternalReceived + DurCallsExternalPlacedNew +


The total duration of internal and external calls placed and received by members of the agent group that were not for consultation, conference or transfer.

Calls Placed/Rcvd Non-ACD/CTI New - Time, Avg (AvgDurCallsNonAcdNew)

DurCallsNonAcdNew / CallsNonAcdNew

The average duration of internal and external calls placed and received by members of the agent group that were not for consultation, conference or transfer.

Calls Placed/Rcvd Non-ACD/CTI New - Time, Pcnt (PcntDurCallsNonAcdNew)

100 * DurCallsNonAcdNew / DurSessionsOnLine

The percentage of time spent on internal and external calls placed and received by members of the agent group that were not for consultation, conference or transfer during the interval.

MMMMMMMM



Queued Calls

Calls Queued - Count (CallsQ)

CallsQPriACD + CallsQPriCTI + CallsQOverACD + CallsQOverCTI

The accumulated number of calls queued to the agent group.

Calls Queued - Q Time, Avg (AvgTimeInQAllCalls)

(QDurCallsAnsw + QDurCallsAbandInQ) / (CallsAnsw + TotalAbandInQ)

The average queue time for calls that remained in queue before either being abandoned or delivered to an agent phone.

Calls Queued Over - Current Count

CallsQueuedOverACD + CallsQueuedOverCTI

The current count of ACD and CTI generated ACD calls queued to this agent group, and this group is an overflow agent group of the call guide. This count is a real-time only statistic and not saved in any of the interval database flushes.

Calls Queued Over - Current Q Time, Max

The longest queue duration of any call queued to this agent group, and this agent group is an overflow agent group of the call guide. This count is a real-time only statistic and not saved in any of the interval database flushes.

Calls Queued Over ACD - Count (CallsQOverAcd)

The accumulated count of standard ACD calls queued to this agent group and this group is an overflow agent group of the call guide.

Calls Queued Over ACD - Count, Max (MaxCallsQOverAcd)

The maximum number of standard ACD calls which were queued to this agent group, and this group is an overflow agent group in the call guide.

Calls Queued Over ACD - Current Count

The current number of standard ACD calls queued to this agent group, and this group is an overflow agent group in the call guide. The count is a real-time only statistic and not saved in any of the interval databases.



Calls Queued Over CTI - Count (CallsQOverCti)

The count of CTI-generated ACD calls queued to this agent group, and this group is an overflow agent group in the call guide.

Calls Queued Over CTI - Count, Max (MaxCallsQOverCti)

The maximum number of CTI-generated ACD calls queued to this agent group, and this group is an overflow agent group in the call guide.

Calls Queued Over CTI - Current Count

The current count of CTI-generated ACD calls queued to this agent group, and this group is an overflow agent group in the call guide. The count is a real-time only statistic and not saved in any of the interval databases.

Calls Queued Pri - Current Count

CallsQueuedPriACD + CallsQueuedPriCTI

The current count of ACD and CTI type calls queued to this agent group, and this group is a primary agent group in the call guide. This count is a real-time only statistic and not saved in any of the interval database flushes.

Calls Queued Pri - Current Q Time, Max

The longest queue duration of any call queued to this agent group, and this group is the primary agent group in the call guide. This count is a real-time only statistic and not saved in any of the interval database flushes.

Calls Queued Pri ACD - Count (CallsQPriAcd)

The accumulated count of standard ACD calls that were queued to this agent group, and this group is the primary agent group in the call guide.

Calls Queued Pri ACD - Count, Max (MaxCallsQPriAcd)

The maximum number of standard ACD calls that were queued to this agent group, and this group is the primary agent group in the call guide.

MMMMMMMM



Calls Queued Pri ACD - Current Count

The current count of ACD calls queued to this agent group, and this group is the primary agent group in the call guide, that have not yet been delivered to an agent. The count is a real-time only statistic and not saved in any of the interval databases.

Calls Queued Pri CTI - Count (CallsQPriCti)

The accumulated count of CTI-generated ACD queued to this agent group, and this group is the primary agent group in the call guide.

Calls Queued Pri CTI - Count, Max (MaxCallsQPriCti)

The maximum number of CTI-generated ACD calls which were queued to this agent group, and this group is the primary agent group in the call guide.

Calls Queued Pri CTI - Current Count

The current count of CTI-generated ACD calls queued to the agent group, and this group is the primary agent group in the call guide. The count is a real-time only statistic and not saved in any of the interval databases.

Received Calls

The statistics in this section deal with the calls offered to and picked up by agents. Calls may be directed to an agent through a call guide or directly to the agent’s DIRN. Calls may be “new” ones or could be a secondary call related to an active call (conference, consultation, or transfer). In the latter cases, the agent’s call received counters are updated as well as the specific counters for the special type of call.



The total number of all ACD calls that were handled by members of the agent group including calls that bypassed ACD handling and were routed through the call type directly to an agent.

Calls Rcvd ACD - Count (CallsAnswACD)

CallsAnswPriACD + CallsAnswOverACD

The number of standard ACD calls that were answered by members of the agent group.



Calls Rcvd ACD - Talk Time (DurCallsAnswACD)

DurCallsAnswPriACD + DurCallsAnswOverACD

The total duration of standard ACD calls answered by members of the agent group.


CallsAnswPriACD + CallsAnswOverACD +


The total number of standard ACD and CTI-generated ACD calls that were answered by members of the agent group.

Calls Rcvd ACD/CTI - Q Time (QDurCallsAnsw)

QDurCallsAnswPriAcd + QdurCallsAnswOverAcd +

QDurCallsAnswPriCti + QDurCallsAnswOverCti

The total queue time for standard ACD and CTI-generated ACD calls that were answered by members of the agent group.

Calls Rcvd ACD/CTI - Q Time, Avg (AvgQDur)

QDurCallsAnsw / CallsAnsw

The average queue time for standard ACD and CTI-generated ACD calls that were answered by members of the agent group.

Calls Rcvd ACD/CTI - Ring Time (DurRingTimeAnsw)

DurRingTimeAnswPriAcd + DurRingTimeAnswOverAcd +

DurRingTimeAnswPriCti + DurRingTimeAnswOverCti

The total ring time duration for standard ACD and CTI-generated ACD calls that were answered by members of the agent group.


DurCallsAnswPriACD + DurCallsAnswOverACD +


The total duration of talk time for standard ACD and CTI-generated ACD calls answered by members of the agent group. The call duration begins when the call is answered and terminates when the call is disconnected by either party and includes any hold, conference or consultation time.

MMMMMMMM



Calls Rcvd CTI - Count (CallsAnswCTI)


The total number of CTI-generated ACD calls that were answered by members of the agent group.

Calls Rcvd CTI - Talk Time (DurCallsAnswCTI)


The total duration of CTI-generated ACD calls that were answered by members the agent group.

Calls Rcvd Non-ACD/CTI - Count (CallsReceived)

CallsInternalReceived + CallsExternalReceived

The total number of internal and external calls answered by members of the agent group.

Calls Rcvd Non-ACD/CTI - Ring Time (DurRingTimeNonACD)

DurRingTimeExternalNonAcd + DurRingTimeInternalNonAcd

The total ring time duration for internal and external calls answered by members of the agent group.

Calls Rcvd Non-ACD/CTI - Time (DurCallsReceived)

DurCallsExternalReceived + DurCallsInternalReceived

The total duration of internal and external calls answered by members of the agent group.

Calls Rcvd Non-ACD/CTI Ext - Count (CallsExternalReceived)

The count of external calls answered by members of the agent group.

(CallsExternalReceivedStart)

The count of external calls (active at the beginning of the reporting interval) answered by members of the agent group. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Rcvd Non-ACD/CTI Ext - Ring Time (DurRingTimeExternalNonAcd)

The ring time duration for external calls answered by members of the agent group.



Calls Rcvd Non-ACD/CTI Ext - Time (DurCallsExternalReceived)

The talk time duration for external calls answered by members of the agent group. This talk time begins when the call is first answered by an agent and ends when the call is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Rcvd Non-ACD/CTI Ext - Time, Avg (AvgInTalkTime)

DurCallsExternalReceived / CallsExternalReceived

The average duration of talk time for external calls answered by members of the agent group. This talk time begins when the call is first answered by an agent and ends when the call is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Rcvd Non-ACD/CTI Int - Count (CallsInternalReceived)

The count of internal calls that were answered by members of the agent group.

(CallsInternalReceivedStart)

The count of internal calls (active at the beginning of the reporting interval) that were answered by members of the agent group. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Rcvd Non-ACD/CTI Int - Ring Time (DurRingTimeInternalNonAcd)

The ring time duration for internal calls answered by members of the agent group.

Calls Rcvd Non-ACD/CTI Int - Time (DurCallsInternalReceived)

The talk time duration for internal calls answered by members of the agent group. The talk time begins when the call is first answered by an agent and ends when the call is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Rcvd Non-ACD/CTI Int New - Count (CallsInternalReceivedNew)

CallsInternalReceived — CallsConstInternalRcvd — CallsTransInternalRcvd

The count of internal calls answered by members of the agent group that were not made for conferencing, consultation or transfer purposes.

MMMMMMMM



Calls Rcvd Non-ACD/CTI Int New - Talk Time (DurCallsInternalReceivedNew)

DurCallsInternalReceived — DurCallsConstInternalRcvd —

DurCallsTransInternalRcvd

The total duration of internal calls answered by members of the agent group that were not made for conferencing, consultation or transfer purposes.


CallsAnswOverACD + CallsAnswOverCTI

The total number of all ACD calls that were answered by agents that were members of an overflow agent group in the call guide.


DurCallsAnswOverACD + DurCallsAnswOverCTI

The total duration of all ACD calls that were answered by agents that were members of an overflow agent group in the call guide.

Calls Rcvd Over ACD - Count (CallsAnswOverAcd)

The count of standard ACD calls that were answered by agents that were members of an overflow agent group in the call guide.

(CallsAnswOverAcdStart)

The count of standard ACD calls (active at the beginning of the reporting interval) that were answered by agents that were members of an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Rcvd Over ACD - Q Time (QDurCallsAnswOverAcd)

The queue time duration for standard ACD calls that were in the queue, and were then answered by agents that were members of an overflow agent group in the call guide.

Calls Rcvd Over ACD - Q Time, Max (LongQDurCallsAnswOverAcd)

The longest queue time for a standard ACD call that was in the queue, and then was answered by an agent that was a member of an overflow agent group in the call guide during the interval.



Calls Rcvd Over ACD - Ring Time (DurRingTimeAnswOverAcd)

The ring time duration for standard ACD calls that were answered by agents that were members of an overflow agent group in the call guide.

Calls Rcvd Over ACD - Talk Time (DurCallsAnswOverAcd)

The talk time duration for standard ACD calls that were answered by agents that were members of an overflow agent group in the call guide. This talk time begins when the call is first answered by an agent and ends when the call is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Rcvd Over CTI - Count (CallsAnswOverCti)

The count of CTI-generated ACD calls that were answered by agents that were members of an overflow agent group in the call guide.

(CallsAnswOverCtiStart)

The count of CTI-generated ACD calls (active at the beginning of the reporting interval) that were answered by agents that were members of an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Rcvd Over CTI - Q Time (QDurCallsAnswOverCti)

The queue time duration for CTI-generated ACD calls that were in the queue, and then were answered by agents that were members of an overflow agent group in the call guide.

Calls Rcvd Over CTI - Q Time, Max (LongQDurCallsAnswOverCti)

The longest queue time for a CTI-generated ACD call that was in the queue, and then was answered by an agent that was a member of an overflow agent group in the call guide during the interval.

Calls Rcvd Over CTI - Ring Time (DurRingTimeAnswOverCti)

The ring time duration for CTI-generated ACD calls that were answered by agents that were members of an overflow agent group in the call guide.

MMMMMMMM



Calls Rcvd Over CTI - Talk Time (DurCallsAnswOverCti)

The talk time duration for CTI-generated ACD calls that were answered by agents that were members of an overflow agent group in the call guide. This talk time begins when the call is first answered by an agent and ends when the call is disconnected. It includes any hold time, consultation talk time or conference talk time.


CallsAnswPriACD + CallsAnswPriCTI

The total number of all ACD calls that were answered by agents that were members of the primary agent group in the call guide.


DurCallsAnswPriACD + DurCallsAnswPriCTI

The total duration of all ACD calls that were answered by agents that were members of the primary agent group in the call guide.

Calls Rcvd Pri ACD - Count (CallsAnswPriAcd)

The count of standard ACD calls that were answered by agents that were members of the primary agent group in the call guide.

(CallsAnswPriAcdStart)

The count of standard ACD calls (active at the beginning of the reporting interval) that were answered by agents that were members of the primary agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Rcvd Pri ACD - Q Time (QDurCallsAnswPriAcd)

The queue time duration for standard ACD calls that were in the queue, and then were answered by agents that were members of the primary agent group in the call guide.

Calls Rcvd Pri ACD - Q Time, Max (LongQDurCallsAnswPriAcd)

The longest queue time for a standard ACD call that was in the queue, and then was answered by an agent that was a member of the primary agent group during the interval in the call guide.



Calls Rcvd Pri ACD - Ring Time (DurRingTimeAnswPriAcd)

The ring time duration for standard ACD calls that were answered by members of the primary agent group in the call guide.

Calls Rcvd Pri ACD - Talk Time (DurCallsAnswPriAcd)

The talk time duration for CTI-generated ACD calls that were answered by agents that were members of the primary agent group in the call guide in the call guide. This talk time begins when the call is first answered by the agent and ends when the call is disconnected. It includes any hold time; consultation talk time and conference talk time.

Calls Rcvd Pri CTI - Count (CallsAnswPriCti)

The count of CTI-generated ACD calls that were answered by agents that were members of the primary agent group in the call guide.

(CallsAnswPriCtiStart)

The count of CTI-generated ACD calls (active at the beginning of the reporting interval) that were answered by agents that were members of the primary agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Rcvd Pri CTI - Q Time (QDurCallsAnswPriCti)

The queue duration for CTI-generated ACD calls that were in the queue, and then were answered by agents that were members of the primary agent group in the call guide.

Calls Rcvd Pri CTI - Q Time, Max (LongQDurCallsAnswPriCti)

The longest queue duration for a CTI-generated ACD call that was in queue, and was then answered by an agent that was a member of the primary agent group in the call guide during the interval.

Calls Rcvd Pri CTI - Ring Time (DurRingTimeAnswPriCti)

The ring time duration for CTI-generated ACD calls that were answered by members of the primary agent group in the call guide.

MMMMMMMM



Calls Rcvd Pri CTI - Talk Time (DurCallsAnswPriCti)

The talk time duration for CTI-generated ACD calls that were answered by members of the primary agent group in the call guide. The talk time begins when the call is first answered by an agent and ends when the call is disconnected. It includes any hold time, consultation talk time or conference talk time.

Calls Rcvd Range 1 - Count (CallsAnswRange1)

The count of standard ACD and CTI-generated ACD calls that were answered by an agent within (less than or equal to) the first threshold range (queue time + ring time).


The count of standard ACD and CTI-generated ACD calls answered by an agent within (less than or equal to) the second threshold range (queue time + ring time), but greater than the first threshold range.


The count of standard ACD and CTI-generated ACD calls answered by an agent within (less than or equal to) the third threshold range (queue time + ring time), but greater than the second threshold range.


The count of standard ACD and CTI-generated ACD calls answered by an agent within (less than or equal to) the fourth threshold range (queue time + ring time), but greater than the third threshold range.


The count of standard ACD and CTI-generated ACD calls answered by an agent within (less than or equal to) the fifth threshold range (queue time + ring time), but greater than the fourth threshold range.


The count of standard ACD and CTI-generated ACD calls answered by an agent within (less than or equal to) the sixth threshold range (queue time + ring time), but greater than the fifth threshold range.




The count of standard ACD and CTI-generated ACD calls answered by an agent within (less than or equal to) the seventh threshold range (queue time + ring time), but greater than the sixth threshold range.


The count of standard ACD and CTI-generated ACD calls answered by an agent within (less than or equal to) the eighth threshold range (queue time + ring time), but greater than the seventh threshold range.


The count of standard ACD and CTI-generated ACD calls answered by an agent within (less than or equal to) the ninth threshold range (queue time + ring time), but greater than the eighth threshold range.

Calls Rcvd Range Last - Count (CallsAnswRangeX)

The count of standard ACD and CTI-generated ACD calls answered by an agent after (greater than) the last (ninth) threshold range (queue time + ring time).


The count of standard ACD and CTI-generated ACD calls answered by a member of the agent group after (greater than) the threshold (queue time + ring time) set for the agent group. The thresholds are configures in the Centergy Manager application.


The count of standard ACD and CTI-generated ACD calls answered by a member of the agent group within (less than or equal to) the threshold (queue time + ring time) set for the agent group. The thresholds are configures in the Centergy Manager application.

Re-queued Calls

Calls Re-Queued Ringing - Count (CallsReQRinging)

CallsReQRingingAcd + CallsReQRingingCti

MMMMMMMM



The count of all ACD calls delivered to agents who did not answer the ringing calls. The calls were then automatically re-queued to the call type (Steering Pilot) by the switch. (The re-queued calls are placed the front of the queue for the next available agent, and the agent who did not answer the call is automatically signed off.)



Calls Re-Queued Ringing - Q Time (QDurCallsReQRinging)

QDurCallsReQRingingAcd + QDurCallsReQRingingCti

The queue duration for all ACD calls that were queued, and then delivered to agents who did not answer the ringing calls and the calls were re-queued. This duration is the queue time from the first time the calls were queued until the calls were re-queued.

Calls Re-Queued Ringing - Ring Time (DurRingTimeReQRinging)

DurRingTimeReQRingingAcd + DurRingTimeReQRingingCti

The ring time duration all ACD calls that were delivered to agents who did not answer the ringing calls. This duration ends when the calls are re-queued.

Calls Re-Queued Ringing ACD - Count (CallsReQRingingAcd)

The count of standard ACD calls delivered to agents who did not answer the ringing calls and the calls were re-queued.

Calls Re-Queued Ringing ACD - Q Time (QDurCallsReQRingingAcd)

The queue time duration for standard ACD calls delivered to agents who did not answer the ringing calls. This duration is the queue time from the first time the calls were queued until the calls were re-queued.

Calls Re-Queued Ringing ACD - Ring Time (DurRingTimeReQRingingAcd)

The ring time duration for standard ACD calls delivered to agents who did not answer the ringing calls. This duration ends when the calls are re-queued.

Calls Re-Queued Ringing CTI - Count (CallsReQRingingCti)

The count of CTI-generated ACD calls delivered to agents who did not answer the ringing calls.

Calls Re-Queued Ringing CTI - Q Time (QDurCallsReQRingingCti)

The queue time duration for CTI-generated ACD calls delivered to agents who did not answer the ringing calls. This duration is the queue time from the first time the calls are queued until the calls are re-queued.

MMMMMMMM



Calls Re-Queued Ringing CTI - Ring Time (DurRingTimeReQRingingCti)

The ring time duration CTI-generated ACD calls that were delivered to agents who did not answer the ringing calls. This duration ends when the calls are re-queued.

Transferred Calls

The statistics in this section provide information on an agent’s transferred calls. Because of the nature of the transfer operation, consultation statistics may also updated whenever a transfer is placed or received. When placed, the consultation placed counters are updated to reflect the period of time when the agent is setting of the transfer and possibly announcing the event to the target party. When receiving a transfer, the receiving agent’s counters are updated if the caller stays on the line and actually announces the transfer. If the caller hangs up before the receiving agent picks up the call, the appropriate receiving agent’s unannounced transfer counter is updated.



The total number of transfers placed or received by members of the agent group.


CallsTransExternalPlaced + CallsTransInternalPlaced

The total number of transfers placed by members of the agent group.

Calls Trans Placed Ext - Count (CallsTransExternalPlaced)

The count of calls transferred by members of the agent group to external parties.

Calls Trans Placed Int - Count (CallsTransInternalPlaced)

The count of calls transferred by members of the agent group to internal parties.


CallsTransExternalRcvd + CallsTransPriAcd + CallsTransOverAcd +

CallsTransInternalRcvd + CallsTransPriCti + CallsTransOverCti

The total number of transfers received by members of this agent group from all sources.



Calls Trans Rcvd - Time (DurCallsTransReceived)

DurCallsTransExternalRcvd + DurCallsTransPriAcd +

DurCallsTransOverAcd + DurCallsTransInternalRcvd +

DurCallsTransPriCti + DurCallsTransOverCti

The total duration of all transfers received by members of this agent group from all sources.

Calls Trans No Annc Non-ACD/CTI Ext - Cnt (CallsTransUnanncExternalRcvd)

For Future Development. The number of transfers received by agent group members from external parties where there was no consultation session at the beginning of the call (i.e. the caller disconnected before the transfer call was answered).

Calls Trans No Annc Non-ACD/CTI Int - Count (CallsTransUnanncInternalRcvd)

The count of calls that were transferred unannounced to agent group members from internal parties.


The count of unannounced transfer calls received by agent group members where the calls were standard ACD calls, and the agent group was an overflow agent group of the call guide.


The count of unannounced transfer calls received by agent group members where the calls were standard ACD calls, and the agent group was an overflow agent group of the call guide.

Calls Trans No Annc Over CTI - Count (CallsTransUnanncOverCti)

The number of unannounced transfer calls received by agent group members where the calls were CTI-generated ACD calls, and the agent group was an overflow agent group.

Calls Trans No Annc Pri ACD - Count (CallsTransUnanncPriAcd)

The number of unannounced transfer calls received by agent group members where the calls were standard ACD calls, and the agent group was the primary agent group in the call guide.

MMMMMMMM



Calls Trans No Annc Pri CTI - Count (CallsTransUnanncPriCti)

The number of unannounced transfer calls received by agent group members where the calls were CTI-generated ACD calls, and the agent group was the primary agent group in the call guide.

Calls Trans Non-ACD/CTI Ext - Count (CallsTransExternalRcvd)

For Future Development. The count of calls transferred to agent group members where the transferring external parties originated the calls with the agent’s DIRN directly.

(CallsTransExternalRcvdStart)

For Future Development. The count of calls (active at the beginning of the reporting interval) transferred to agent group members from external parties. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Trans Non-ACD/CTI Ext - Time (DurCallsTransExternalRcvd)

For Future Development. The duration of talk time for calls transferred to members of the agent group from external parties. If the external transferring party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.

Calls Trans Non-ACD/CTI Int - Count (CallsTransInternalRcvd)

The count of calls transferred to agent group members from internal parties.

(CallsTransInternalRcvdStart)

The count of calls (active at the beginning of the reporting interval) transferred to members of the agent group from internal parties. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Trans Non-ACD/CTI Int - Time (DurCallsTransInternalRcvd)

The duration of talk time for calls transferred to members of the agent group from internal parties. If the internal transferring party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.



Calls Trans Over ACD - Count (CallsTransOverAcd)

The count of calls transferred to members of the agent group that were standard ACD calls, and the agent group was an overflow agent group in the call guide.

(CallsTransOverAcdStart)

The count of calls transferred to members of the agent group that were standard ACD calls, and the agent group was an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Trans Over ACD - Time (DurCallsTransOverAcd)

The talk time duration for calls transferred to members of the agent group and the calls were standard ACD calls, and the agent group was an overflow agent group of the call guide. If the transferring party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.

Calls Trans Over CTI - Count (CallsTransOverCti)

The count of calls transferred to members of the agent group where the calls were CTI-generated ACD calls, and the agent group was an overflow agent group of the call guide.

(CallsTransOverCtiStart)

The count of calls (active at the beginning of the reporting interval) that were transferred to members of the agent group where the calls were CTI-generated ACD calls, and the agent group was an overflow agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Trans Over CTI - Time (DurCallsTransOverCti)

The talk time duration for calls transferred to members of the agent group where the calls were CTI-generated ACD calls, and the agent group was an overflow agent group in the call guide. If the transferring party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.

Calls Trans Pri ACD - Count (CallsTransPriAcd)

The count of calls transferred to members of the agent group where the calls were standard ACD calls, and the agent group was the primary agent group of the call guide.

MMMMMMMM



(CallsTransPriAcdStart)

The count of calls (active at the beginning of the reporting interval) transferred to members of the agent group where the calls were standard ACD calls, and the agent group was the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Trans Pri ACD - Time (DurCallsTransPriAcd)

The duration talk time for calls transferred to members of the agent group where the calls were standard ACD calls, and the agent group was the primary agent group of the call guide. If the transferring party performs an unannounced transfer the duration begins when the agent answers the transferred call otherwise the duration begins with the transfer event.

Calls Trans Pri CTI - Count (CallsTransPriCti)

The number of calls transferred to members of the agent group where the calls were CTI-generated ACD calls, and the agent group was the primary agent group of the call guide.

(CallsTransPriCtiStart)

The number of calls (active at the beginning of the reporting interval) transferred to members of the agent group where the calls were CTI-generated ACD calls, and the agent group was the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Trans Pri CTI - Time (DurCallsTransPriCti)

The talk time duration for calls transferred to members of the agent group where the calls were CTI-generated ACD calls, and the agent group was the primary agent group of the call guide. If the transferring party performs an unannounced transfer the duration begins when the agent answers the transferred call, otherwise the duration begins with the transfer event.



Call Wrap-Up Sessions

The statistics in this section deal with the Wrap-up session automatically initiated by the switch at the end of ACD calls. The Wrap-up state, and the length of Wrap-up, are optional items in the ACD parameters on the switch.

Wrap-up is measured in two parts:

• The amount of time during the Wrap-up session that the agent is using the phone.

• The amount of time during the Wrap-up session when the agent is not on the phone.

Since the time on the phone will be counted by other statistics (conference, call received/placed, etc) when accounting for agent time only the portion of time the agent spends in wrap-up and not on the phone is considered.

Calls Wrap-Up ACD - Count (SessionsWrapUpACD)

SessionsWrapUpPriACD + SessionsWrapUpOverACD

The count of Wrap-up sessions following standard ACD calls for members of this agent group.

Calls Wrap-Up ACD - Time (DurSessionsWrapUpACD)

DurSessionsWrapUpPriACD + DurSessionsWrapUpOverACD

The duration of Wrap-up time following standard ACD calls for agent group members that were not using the phone.

Calls Wrap-Up ACD/CTI - Current Count

The number of agent group members currently in the Wrap-up state. This count is a real-time statistic only.

Calls Wrap-Up ACD/CTI - Count (SessionsWrapUp)

SessionsWrapUpPriAcd + SessionsWrapUpOverAcd +

SessionsWrapUpPriCti + SessionsWrapUpOverCti

The count of all Wrap-up sessions handled by members of the agent group.


DurSessionsWrapUpPriAcd + DurSessionsWrapUpOverAcd +

DurSessionsWrapUpPriCti + DurSessionsWrapUpOverCti

MMMMMMMM



The duration of Wrap-up time for agent group members where the agents were not using the phone for any other calls.

Calls Wrap-Up ACD/CTI - Time, Ave (AvgWrapUpTime)

DurSessionsWrapUp / SessionsWrapUp

The average duration of Wrap-up time for agent group members where the agents were not using the phone for any other calls.

Calls Wrap-Up ACD/CTI - Time, Pcnt (PcntWrapUpTime)

100 * DurSessionsWrapUp / DurSessionsOnline

The percentage of Wrap-up time for agent group members where the agents were not using the phone for any other calls, versus the total length of time agent group members were signed on.

Calls Wrap-Up and Work - Time (WorkAndWrapUp)

DurSessionsWork + DurSessionsWrapUp

The duration of Wrap-up time plus Work time for agent group members. Only the portion of each Work or Wrap-up session where the agent was not using the phone is included in the calculation.

Calls Wrap-Up and Work - Time, Pcnt (PcntWorkAndWrapUp)

100 * (DurSessionsWork + DurSessionsWrapUp) / DurSessionsOnline

The percentage of Wrap-up time plus Work time for agent group members, versus the total length of time agent group members were signed on. Only the portion of each Work or Wrap-up session where the agent was not using the phone is included in the calculation.

Calls Wrap-Up CTI - Count (SessionsWrapUpCTI)

SessionsWrapUpPriCTI + SessionsWrapUpOverCTI

The number of Wrap-up sessions handled by members of the agent group following CTI-generated ACD calls.

Calls Wrap-Up CTI - Time (DurSessionsWrapUpCTI)

DurSessionsWrapUpPriCTI + DurSessionsWrapUpOverCTI

The duration of Wrap-up time for agent group members following CTI-generated ACD calls where the agents were not using the phone.



Calls Wrap-Up Other - Time (DurSessionsWrapUpOther)

DurSessionsWrapUpOtherPriAcd + DurSessionsWrapUpOtherOverAcd + DurSessionsWrapUpOtherPriCti + DurSessionsWrapUpOtherOverCti

The total duration of all Wrap-up time for agent group members where the agents were using the phone.

Calls Wrap-Up Other Over ACD - Time (DurSessionsWrapUpOtherOverAcd)

The duration of Wrap-up time following standard ACD calls for agent group members where the agents are members of an overflow agent group of the call guide and were not using the phone.

Calls Wrap-Up Other Over CTI - Time (DurSessionsWrapUpOtherOverCti)

The duration of Wrap-up time following CTI-generated ACD calls for agent group members where the agents are members of an overflow agent group of the call guide and were not using the phone.

Calls Wrap-Up Other Pri ACD - Time (DurSessionsWrapUpOtherPriAcd)

The duration of Wrap-up time following standard ACD calls for agent group members where the agents are members of the primary agent group of the call guide and were using the phone.

Calls Wrap-Up Other Pri CTI - Time (DurSessionsWrapUpOtherPriCti)

The duration of Wrap-up time following CTI-generated ACD calls for agent group members where the agents are members of the primary agent group of the call guide and were using the phone.

Calls Wrap-Up Over - Count (SessionsWrapUpOver)

SessionsWrapUpOverACD + SessionsWrapUpOverCTI

The number of Wrap-up sessions handled by agents that were members of an overflow agent group.


DurSessionsWrapUpOverACD + DurSessionsWrapUpOverCTI

The duration of Wrap-up time following ACD and CTI-generated ACD calls where the agents were members of an overflow agent group in the call guide.

MMMMMMMM



Calls Wrap-Up Over ACD - Count (SessionsWrapUpOverAcd)

The count of Wrap-up sessions following standard ACD calls where the agents were members of an overflow agent group in the call guide.

(SessionsWrapUpOverAcdStart)

The count of Wrap-up sessions following standard ACD calls (active at the beginning of the reporting interval) where the agents were members of an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Wrap-Up Over ACD - Time (DurSessionsWrapUpOverAcd)

The duration of Wrap-up time following standard ACD calls where the agents were members of an overflow agent group of the call guide. This duration only includes the portion of the Wrap-up time where the agent was not using the phone to place or receive any other calls.

Calls Wrap-Up Over CTI - Count (SessionsWrapUpOverCti)

The count of Wrap-up sessions following CTI-generated ACD calls, where the agents were members of an overflow agent group of the call guide.

(SessionsWrapUpOverCtiStart)

The count of Wrap-up sessions following CTI-generated ACD calls (active at the beginning of the reporting interval) where the agents were members of an overflow agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Wrap-Up Over CTI - Time (DurSessionsWrapUpOverCti)

The duration of Wrap-up time following CTI-generated ACD calls, where the agents were members of an overflow agent group in the call guide. This duration only includes the portion of the Wrap-up time where the agent was not using the phone to place or receive any other calls.

Calls Wrap-Up Pri - Count (SessionsWrapUpPri)

SessionsWrapUpPriACD + SessionsWrapUpPriCTI

The count of Wrap-up sessions handled by agents that were members of the primary agent group in the call guide.




DurSessionsWrapUpPriACD + DurSessionsWrapUpPriCTI

The duration of Wrap-up sessions handled by agents as members of the primary agent group in the call guide.

Calls Wrap-Up Pri ACD - Count (SessionsWrapUpPriAcd)

The count of Wrap-up sessions following standard ACD calls where the agents were members of the primary agent group in the call guide.

(SessionsWrapUpPriAcdStart)

The count of Wrap-up sessions following standard ACD calls (active at the beginning of the reporting interval), where the agents were members of the primary agent group in the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Wrap-Up Pri ACD - Time (DurSessionsWrapUpPriAcd)

The duration of Wrap-up time following standard ACD calls, where the agents were members of the primary agent group in the call guide. This duration only includes the portion of the Wrap-up time where the agent was NOT using the phone to place or receive any other calls.

Calls Wrap-Up Pri CTI - Count (SessionsWrapUpPriCti)

The count of Wrap-up sessions following CTI-generated ACD calls, where the agents were members of the primary agent group in the call guide.

(SessionsWrapUpPriCtiStart)

The count of Wrap-up sessions following CTI-generated ACD calls (active at the beginning of the reporting interval), where the agents were members of the primary agent group of the call guide. This item is an interval statistic that is only recorded in the Agent Group Statistics table.

Calls Wrap-Up Pri CTI - Time (DurSessionsWrapUpPriCti)

The duration of Wrap-up time following CTI-generated ACD calls, where the agents were members of the primary agent group in the call guide. This duration only includes the portion of the Wrap-up time where the agent was not using the phone to place or receive any other calls.

MMMMMMMM



Agent State

State Agents On Calls ACD - Current Count

The number of standard ACD calls that have been answered and are being handled by members of the agent group. The agent may actually be talking to the caller individually or in conference with one or more additional agents, or the agent may have placed the call on hold by pressing the hold key or by initiating a consultation call. This count is a real-time statistic only and not written to the database.

State Agents On Calls CTI - Current Count

The number of CTI generated ACD calls that have been answered and are being handled by members of the agent group. The agent may actually be talking to the caller individually or in conference with one or more additional agents, or the agent may have placed the call on hold by pressing the hold key or by initiating a consultation call. This count is a real-time statistic only and not written to the database.

State Agents On Calls Non-ACD - Current Count

The number of Non-ACD calls that have been answered and are being handled by members of the agent group. The agent may actually be talking to the caller individually or in conference with one or more additional agents, or the agent may have placed the call on hold by pressing the hold key or by initiating a consultation call. This count is a real-time statistic only and not written to the database.

State Agents On Calls Place - Current Count

The number of active calls that were placed by members of the agent group. The agent may actually be talking to the other party individually or in conference with one or more additional agents, or the agent may have placed the call on hold by pressing the hold key or by initiating a consultation call. This count is a real-time statistic only and not written to the database.

State Available - Count (SessionsAvail)

The count of Available sessions where agent group members are available to receive ACD calls.

State Available - Current Count

The number of agents assigned to the agent group that are currently available to answer ACD calls. This count is a real-time statistic only and not written to the database.



(SessionsAvailStart)

The count of Available sessions (active at the beginning of the reporting interval) where agent group members are available to answer ACD calls. This count is a real-time statistic only and not written to the database.

State Available - Time (DurSessionsAvail)

The duration of the Available sessions where agent group members are available to answer ACD calls.

State Available - Time, Avg (AvgDurAvail)

DurSessionsAvail / SessionsAvail

The average length of time members of the agent group waited to take another call once they became available.

State Available - Time, Pcnt (PcntAvail)

100 * DurSessionsAvail / DurSessionsOnline

The percentage of time agent group members waited to take another call versus the total time the agents were signed on.

State Call Consult Place - Current Count

The number of agent group members currently in the agent state: Place Consult Call. This count is a real-time statistic only and not written to the database.

State Call Place - Current Count

The number of agent group members currently in the agent state: Place Call. This count is a real-time statistic only and not written to the database.

State Hold - Current Count

The number of agent group members currently in one of the agent states, ACD Hold, CTI Hold, Non-ACD Hold, or PlaceHold, plus the number of agents who were in one of those states handling a call when they initiated a consultation call. This count is a real-time statistic only and not written to the database.

MMMMMMMM



State Hold ACD - Current Count

The number of agent group members currently in the agent state, ACD Hold, plus the number of agents who were handling an standard ACD call when they initiated a consultation call. This count is a real-time statistic only and not written to the database.

State Hold CTI - Current Count

The number of agent group members currently in the agent state, CTI Hold plus the number of agents who were handling a CTI -generated ACD call when they initiated a consultation call. This count is a real-time statistic only and not written to the database.

State Hold Non-ACD - Current Count

The number of agent group members currently in the agent state, Non-ACD Hold, plus the number of agents who were handling a Non-ACD call when they initiated a consultation call. This count is a real-time statistic only and not written to the database.

State Hold Place - Current Count

The number of agent group members currently in the agent state, Place Hold, plus the number of agents who were handling a placed call when they initiated a consultation call. This count is a real-time statistic only and not written to the database.

State Not Ready - Count (SessionsNotReady)

The count of Not Ready sessions where ACD has selected an agent but the CTI application is not yet ready to synchronize the agent’s desktop application with the call.

State Not Ready - Current Count

The number of agent group members currently in the agent state: Not Ready. This count is a real-time statistic only and not written to the database.

State Not Ready - Time (DurSessionsNotReady)

The duration of the Not Ready sessions identified by the ACD. This session ends when the CTI application notifies the switch that it is ready to synchronize the agent’s desktop application with the call.



(SessionsNotReadyStart)

The duration of the Not Ready sessions (active at the beginning of the reporting interval) identified by ACD. This session ends when the CTI application notifies the switch that it is ready to synchronize the agent’s desktop application with the call. This count is a real-time statistic only and not written to the database.

State Offhook - Current Count

The number of agent group members currently in the agent state: Offhook. This count is a real-time statistic only and not written to the database.

State Online - Count (SessionsOnline)

The count of sessions where members of the agent group have signed on to ACD.

State Online - Current Count

The current count of agents signed on in the agent group. This count is a real-time statistic only and not written to the database.

State Online - Count, Max (MaximumAgentsSignedOn)

The largest count of agents signed on in the agent group reached during the current interval.

State Online - Count, Min (MinimumAgentsSignedOn)

The smallest the count of agents signed on in the agent group reached during the current interval.

(SessionsOnlineStart)

The count of sessions (active at the beginning of the reporting interval) where members of the agent group have signed on. This count is a real-time statistic only and not written to the database.

State Online - Time (DurSessionsOnline)

The duration of sessions where members of the agent group are signed on. This duration ends for an agent when a signed on agent signs-off. Normally an agent signs on manually, however if the agent does NOT answer ACD routed calls within a pre-defined threshold, the switch may automatically sign off the agent.

MMMMMMMM



State Other Line Off Hook - Time (DurSessionsOtherLineOffHook)

The duration of the time members of the agent group were not because the agent was off hook on another ACD line.

State Other Time (OtherTime)

DurSessionsOnline — DurSessionsAvail — DurSessionsUnavail —

DurCallsCustomer — DurCallsNonAcdNew —

DurSessionsWrapUp — DurSessionsWork

The length of time members of the agent group were signed on but were not in either the available or unavailable states, were not servicing a customer call, were not on a non-ACD/CTI call (one that was not placed for consultation, conference or transfer), and were not in a Work or Wrap-up session.

State Other Time - Pcnt (PcntOtherTime)

100 * OtherTime / DurSessionsOnline

The percentage of time the agent group members were signed on but were not in either the available or unavailable states, were not servicing a customer call, were not on a non-ACD/CTI call (one that was not placed for consultation, conference or transfer) and were not in a Work or Wrap-up session versus the length of time members of the agent group were signed on.

State Ring - Current Count

The number of agent group members currently in one of the ring agent states (ACD Ring, ACD Consult Ring, CTI Ring, CTI Consult Ring, Non-ACD Ring, Non-ACD Consult Ring). This count is a real-time statistic only and not written to the database.

State Ring ACD - Current Count

The number of agent group members currently in either the agent state ACD Ring or the state ACD Consult Ring. This count is a real-time statistic only and not written to the database.

State Ring CTI - Current Count

The number of agent group members currently in either the agent state CTI Ring or the state CTI Consult Ring. This count is a real-time statistic and not written to the database.



State Ring Non-ACD - Current Count

The number of agent group members currently in either the agent state Non-ACD Ring or the state Non-ACD Consult Ring. This count is a real-time statistic and not written to the database.

State Ring Call - Current Count

The number of agent group members currently in one of the agent states: ACD Ring, CTI Ring, or Non-ACD Ring. This count is a real-time statistic only and not written to the database.

State Ring Call ACD - Current Count

The number of agent group members currently in the agent state: ACD Ring. This count is a real-time statistic only and not written to the database.

State Ring Call CTI - Current Count

The number of agent group members currently in the agent state: CTI Ring. This count is a real-time statistic only and not written to the database.

State Ring Call Non-ACD - Current Count

The number of agent group members currently in the agent state: Non-ACD Ring. This count is a real-time statistic only and not written to the database.

State Ring Consult - Current Count

The number of agent group members currently one of the agent states: ACD Consult Ring, CTI Consult Ring, or Non-ACD Consult Ring. This count is a real-time statistic only and not written to the database.

State Ring Consult ACD - Current Count

The number of agent group members currently in the agent state: ACD Consult Ring. This count is a real-time statistic only and not written to the database.

State Ring Consult CTI - Current Count

The number of agent group members currently in the agent state: CTI Consult Ring. This count is a real-time statistic only and not written to the database.

MMMMMMMM



State Ring Consult Non-ACD - Current Count

The number of agent group members that are currently in the agent state: Non-ACD Consult Ring. This count is a real-time statistic only and not written to the database.

State Talk - Current Count

The number of agent group members that are currently in one of the agent talk states (ACD Talk, CTI Talk, Non-ACD Talk, Place Talk, ACD Conference Talk, CTI Conference Talk, Non-ACD Conference Talk, Place Conference Talk, ACD Consult Talk, CTI Consult Talk, Non-ACD Consult Talk, Place Consult Talk). This count is a real-time statistic only and not written to the database.

State Talk ACD - Current Count

The number of agent group members that are currently in one of the agent talk states (ACD Talk, ACD Conference Talk, ACD Consult Talk). This count is a real-time statistic only and not written to the database.

State Talk CTI - Current Count

The number of agent group members that are currently in one of the agent talk states (CTI Talk, CTI Conference Talk, CTI Consult Talk). This count is a real-time statistic only and not written to the database.

State Talk Non-ACD - Current Count

The number of agent group members that are currently in one of the agent talk states (Non-ACD Talk, Non-ACD Conference Talk, Non-ACD Consult Talk). This count is a real-time statistic only and not written to the database.

State Talk Place - Current Count

The number of agent group members that are currently in one of the agent talk states (Place Talk, Place Conference Talk, Place Consult Talk). This count is a real-time statistic only and not written to the database.

State Talk Call - Current Count

The number of agent group members that are currently in one of the agent talk states (ACD Talk, CTI Talk, Non-ACD Talk, Place Talk). This count is a real-time statistic only and not written to the database.



State Talk Call ACD - Current Count

The number of agent group members currently in the agent state: ACD Talk. This count is a real-time statistic only and not written to the database.

State Talk Call CTI - Current Count

The number of agent group members currently in the agent state: CTI Talk. This count is a real-time statistic only and not written to the database.

State Talk Call Non-ACD - Current Count

The number of agent group members currently in the agent state: Non-ACD Talk. This count is a real-time statistic only and not written to the database.

State Talk Call Place - Current Count

The number of agent group members currently in the agent state: Place Talk. This count is a real-time statistic only and not written to the database.

State Talk Conf - Current Count

The number of agent group members currently in one of the agent talk states (ACD Conference Talk, CTI Conference Talk, Non-ACD Conference Talk, Place Conference Talk). This count is a real-time statistic only and not written to the database.

State Talk Conf ACD - Current Count

The number of agent group members currently in the agent state: ACD Conference Talk. This count is a real-time statistic only and not written to the database.

State Talk Conf CTI - Current Count

The number of agent group members currently in the agent state: CTI Conference Talk. This count is a real-time statistic only and not written to the database.

State Talk Conf Non-ACD - Current Count

The number of agent group members currently in the agent state: Non-ACD Conference Talk. This count is a real-time statistic only and not written to the database.

MMMMMMMM



State Talk Conf Place - Current Count

The number of agent group members currently in the agent state: Place Conference Talk. This count is a real-time statistic only and not written to the database.

State Talk Consult - Current Count

The number of agent group members currently in one of these talk states:

(ACD Consult Talk, CTI Consult Talk, Non-ACD Consult Talk, Place Consult Talk).

This count is a real-time statistic only and not written to the database.

State Talk Consult ACD - Current Count

The number of agent group members currently in the agent state: ACD Consult Talk. This count is a real-time statistic only and not written to the database.

State Talk Consult CTI - Current Count

The number of agent group members currently in the agent state: CTI Consult Talk. This count is a real-time statistic only and not written to the database.

State Talk Consult Non-ACD - Current Count

The number of agent group members currently in the agent state: Non-ACD Consult Talk. This count is a real-time statistic only and not written to the database.

State Talk Consult Place - Current Count

The number of agent group members currently in the agent state: Place Consult Talk. This count is a real-time statistic only and not written to the database.

State Transitions - Count (SessionsTransition)

The number of offhook transitions made by agent group members on the ACD line where no call was placed.

State Transitions - Time (DurSessionsTransition)

The duration of offhook transitions made by agent group members on the ACD line where no call is placed.



State Unavailable - Count (SessionsUnavail)

The count of Unavailable sessions with "reason code" manually generated by members of the agent group. The switch will not route any ACD calls to the agent until the unavailable session with reason is manually completed.

State Unavailable - Current Count

The number of agent group members currently in the agent state: Unavailable. This count is a real-time statistic only and not written to the database.

(SessionsUnavailStart)

The count of Unavailable sessions (active at the beginning of the reporting interval) with "reason code" manually generated by members of the agent group. The switch will not route any ACD calls to the agent until the unavailable session with reason is manually completed.

State Unavailable - Time (DurSessionsUnavail)

The duration of manually generated Unavailable sessions with "reason code" for members of the agent group. The duration for an unavailable agent ends when the agent manually terminates the session.

State Unavailable - Time, Avg (AvgDurUnavail)

DurSessionsUnavail / SessionsUnavail

The average length of each Unavailable session for this agent group.

State Unavailable - Time, Pcnt (PcntUnavail)

100 * DurSessionsUnAvail / DurSessionsOnline

The percentage of time members of the agent group were Unavailable versus the time the members were signed on.

State Work - Count (SessionsWork)

The count of Work sessions manually generated by members of the agent group.

MMMMMMMM



State Work - Current Count

The number of agent group members currently in the Work state. This count is a real-time statistic only and not written to the database.

(SessionsWorkStart)

The count of Work sessions (active at the beginning of the reporting interval) manually generated by a member of the agent group. This count is a real-time statistic only and not written to the database.

State Work - Time (DurSessionsWork)

The duration of the manually generated Work sessions. This duration only includes the portion of the Work sessions where members of the agent group were not using the phone to place calls or receive any other non-ACD type calls.

State Work - Time, Avg (AvgInWork)

DurSessionsWork / SessionsWork

The average duration of Work sessions where agent group members were not using the phone.

State Work - Time, Pcnt (PcntInWork)

100 * DurSessionsWork / DurSessionsOnline

The percentage of time members of the agent group were in a Work session and were not using the phone versus the time the members were signed on.

State Work Other - Time (DurSessionsWorkOther)

The duration of the manually generated Work sessions where members of the agent group were using the phone to place calls or receive other non-ACD type calls.

State Work Other - Time, Avg (AvgDurWorkOther)

DurSessionsWorkOther / SessionsWork

The average duration for Work sessions when agent group members were using the phone.

State Work Other - Time, Pcnt (PcntWorkOther)

The percentage of time members of the agent group were in Work sessions and were using the phone versus the time the members were signed on.

MMMMMMMM



Chapter 4

Call Type Statistics

These fixed interval records summarize the calls processed by each call type within the call center during the identified interval. The names shown are the names of the CNMS database table columns that hold each of the data items. The name of the database table is tbl_CallTypeStatistics. The length of an interval is configured per call center. Daily rollup of the interval data is maintained in the table tbl_CallTypeStatistics Daily.

Information


The numeric identifier of the call center where the call type directory number is assigned.

Call Type Dirn (CallTypeDirn)

The directory number that is assigned to the call type in the switch database.

Call Type Name (CallTypeName)

The name that is assigned to the call type directory number in the switch database.

Call Type User Group (CallTypeUserGroup)

The user group number that is assigned to the call type directory number in the switch database.

(IntervalBegin)

The date and time data collection for the associated data values began.

(IntervalEnd)

The date and time data collection for the associated data values ended. Data is collected up to, but not including, the time specified.



CallCenter Metrics

Avg Speed Of Answer (AvgSpeedOfAnsw)

(QdurCallsAnsw + DurRingTimeAnswPri +

DurRingTimeAnswOver) / CallsAnsw

The average length of time that has elapsed between the time that a call was offered to the call type, and the time that the call was picked up by an agent.


100 * CallsAnswWithinThres /

(CallsAnswAll + CallsAbortNoAgentsCTI + CallsAband + CallsFinalDispBusyOut)

The percentage of calls that were answered within the answer threshold assigned to the call type.

Average Queue Time

AQT Avg Handle Time

An estimate of the average length of time it takes for a call offered to this call type to be handled (Talk time and Wrap time) by the agent. The estimate is calculated by taking a moving average of the handle time values for the call type calls, which have recently completed.

AQT Avg Queue Time

An estimate of the length of time a new call placed at the end of the queue will remain in queue and the caller will have to wait for the call to be answered. Any time consumed by a First Step IVR handling is excluded.

AQT Avg Time Between Aband Calls

An estimate of the average length of time between abandoned calls for this call type. The estimate is calculated by computing a moving average of the time between abandons for the most recent calls, which abandoned the call type.

AQT Avg Time Between Rcvd Calls

An estimate of the average length of time between calls being offered to the call type. The estimate is calculated by computing a moving average of the time between recent calls that have been offered to the call type.

MMMMMMMM



Abandoned Calls

The statistics in this section provide information on calls that were disconnected by the caller before the destination agent could answer.



The total number of calls abandoned from the call type during the current interval.

Calls Aband - Pcnt (PcntAband)

100 * CallsAband / CallsOffered

The percentage of abandoned calls versus the total number of calls offered to the call type.

Calls Aband By Dirn After Call Guide - Count (CallsAbandDirnAfterCallGuide)

The count of calls that were queued to the call type and have left the call guide by either the Exit step in the call guide, or a transfer from the call guide by an OAI application, and were then abandoned by the calling party after being delivered to an internal directory number.

Calls Aband By Trunk After Call Guide - Count (CallsAbandTrunkAfterCallGuide)

The count of calls that were queued to the call type and have left the call guide by either the Exit step in the call guide, or a transfer from the call guide by an OAI application, and were then abandoned by the calling party while waiting to be connected to a trunk.

Calls Aband During IVR - Count (CallsAbandIvr)

The count during this interval for calls that were queued on the call type and then abandoned by the calling party and the call was abandoned during processing of the first step of the call guide, where the first step was an announcement step with a two-way connection indicating an off-switch (third party) IVR application was handling the call.

Calls Aband During IVR - Q Time (QDurCallsAbandIvr)

The total queue duration during this interval for calls that were queued on the call type and then abandoned by the calling party and the call was abandoned during processing of the first step of the call guide, where the first step was an announcement step with a two-way connection indicating an off-switch (third party) IVR application was handling the call.



Calls Aband During IVR - Q Time, Max (LongQDurCallsAbandIvr)

The maximum (peak) queue duration during this interval for calls that were queued on the call type and then abandoned by the calling party and the call was abandoned during processing of the first step of the call guide, where the first step was an announcement step with a two-way connection indicating an off-switch (third party) IVR application was handling the call.

Calls Aband In Q - Count (CallsAbandInQ)

The total count during this interval for calls that were queued on the call type and then abandoned by the calling party before an agent could be selected This count excludes those calls abandoned during the first step where the first step was an announcement step with a two-way connection indicating an off-switch (third party) IVR application was handling the calls.

Calls Aband In Q - Q Time (QDurCallsAbandInQ)

The total queue duration during this interval for calls that were queued on the call type and then abandoned by the calling party before an agent could be selected. This duration excludes time during the first step where the first step was an announcement step with a two-way connection indicating an off-switch (third party) IVR application was handling the call.

Calls Aband In Q - Q Time, Max (LongQDurCallsAbandInQ)

The maximum (peak) time during this interval that a call abandoned by the calling party was queued to the call type and the call was abandoned during processing of the call guide before an agent could be selected. This time excludes time during the first step where the first step was an announcement step with a two-way connection indicating an off-switch (third party) IVR application was handling the call.


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


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

MMMMMMMM




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


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


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


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


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


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


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



Calls Aband Range Last - Count (CallsAbandRangeX)

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

Calls Aband Ringing - Count (CallsAbandRinging)

The total count of calls that were queued to the call type and abandoned by the calling party while ringing at the agent station.

Calls Aband Ringing - Q Time (QDurCallsAbandRinging)

The total queue duration for calls that were queued to the call type and abandoned by the calling party while ringing at the agent station. The duration accumulated ends when the call is delivered to the agent (rings at the agent station) and it excludes time where the first step of the call guide was an announcement step with a two-way connection indicating an off-switch (third party) IVR application was handling the call.

Calls Aband Ringing - Q Time, Max (LongQDurCallsAbandRinging)

The maximum (peak) time that calls that were queued to the call type and abandoned by the calling party while ringing at the agent station. The time accumulated ends when the call is delivered to the agent (rings at the agent station) and it excludes time where the first step of the call guide was an announcement step with a two-way connection indicating an off-switch (third party) IVR application was handling the call.


The total duration of ring time for calls that were abandoned by the calling party while ringing at the agent station.

Calls Aband Short - Count (CallsAbandShort)

The count of calls processed by the call guide that were abandoned by the calling party before (less than or equal to) the short abandoned threshold (total call time) set for the call type. This threshold is set using Centergy Manager.

MMMMMMMM




The count of calls processed by the call guide that were abandoned by the calling party before the agent answered and after (greater than) the threshold (queue time + ring time) set for the call type. This threshold is set using Centergy Manager. This count also includes those calls abandoned outside the call guide meeting the above threshold criteria after executing a call guide exit step or after being transferred from the call guide by an OAI application.


The count of calls processed by the call guide that were abandoned by the calling party before the agent answered and within (less than or equal to) the threshold (queue time + ring time) set for the call type. This threshold is set using Centergy Manager. This count also includes those calls abandoned outside the call guide meeting the above threshold criteria after executing a call guide exit step or after being transferred from the call guide by an OAI application.

Aborted Calls

The statistics in this section provide information on calls that were disconnected by ACD processing before the destination agent could be selected.

Calls Aborted No Agents CTI - Count (CallsAbortNoAgentsCti)

The count of CTI-generated ACD calls that were in the queue on this call type and were aborted due to no agents being available

Calls Aborted No Agents CTI - Q Time (QDurCallsAbortNoAgentsCti)

The queue duration for CTI-generated ACD calls that were in the queue on this call type and were aborted due to no agents being available.

Calls Aborted No Agents CTI - Q Time, Mx (LongQDurCallsAbortNoAgentsCti)

The queue duration for a CTI-generated ACD call that was in the queue on this call type, and was aborted due to no agents being available.



Call Guide Calls Busy Out

Calls Final Disposition Busy Out - Count (CallsFinalDispBusyOut)

The count of calls leaving the call guide without selecting an agent, where the call is diverted to a non-working destination such as an invalid directory number. A busy or reorder tone is given to the calling party.

Call Guide Calls Distributed Immediately

Calls Distributed Immediately - Count (CallsDistribImmediately)

The count of calls that were delivered to agents immediately, or at most in less than one second.

Call Guide Exit Step

Calls Call Guide Exit - Count (CallsCallGuideExit)

The number of calls that leave the call guide without selecting an agent and where the Exit step was reached in the call guide.

Calls Call Guide Exit - Q Time (QDurCallsCallGuideExit)

The duration of processing time for calls that reached the Exit step in the call guide.

Calls Call Guide Exit - Q Time, Max (LongQDurCallsCallGuideExit)

The maximum queue time in the current interval of any single call that was queued on the call type that encountered the Exit step in the call guide.

Call Guide First Step IVR

Calls IVR First Step - Count (CallsIvrFirstStep)

The count of calls from this call type where the first step in the call guide was an announcement step with a two-way connection indicating a third party IVR application was handling the call.

MMMMMMMM



(CallsIvrFirstStepStart)

The count of calls from this call type where the first step in the call guide was an announcement step with a two-way connection indicating a third party IVR application is handling the call and the calls were active at the beginning of the reporting interval. This item is an interval statistic that is only recorded in the Call Type Statistics table.

Calls IVR First Step - Time (DurCallsIvrFirstStep)

The duration of the first step in the call guide processed as a two-way connection indicating a third party IVR application was handing the call.

Call Guide Marked As Answered

Calls Call Guide Marked As Answered - Count (CallsMarkAnsw)

The count of calls that have left the call guide by either the Exit step or a transfer from the call guide by an OAI application, and went on to be queued to another call type without first being either answered or abandoned.

Call Guide Transferred



The number of times a call was transferred to or from the call guide.


The count of calls leaving the call guide without selecting an agent where the call guide transferred the call.


The count of calls queued on this call type as a result of being transferred from another call guide.

Calls Call Guide Trans - Count (CallsCallGuideTrans)

The count of calls from this call type that were transferred from the call guide due to a third party OAI, CSTA or IVR application.



Calls Call Guide Trans - Q Time (QDurCallsCallGuideTrans)

The duration of queue time for calls from this call type that were transferred from the call guide due to a third party OAI, CSTA or IVR application.

Calls Call Guide Trans - Q Time, Max (LongQDurCallsCallGuideTrans)

The maximum queue time of any single call from this call type that was transferred from the call guide due to a third party OAI, CSTA or IVR application during the current interval.

Calls ANI Routed - Count (CallsAniRoute)

The count of calls that were transferred from the call guide by a CPN/ANI step in the call guide.

Calls ANI Routed - Q Time (QDurCallsAniRoute)

The queue duration for calls from this call type that were transferred from the call guide by CPN/ANI route steps in the call guide.

Calls ANI Routed - Q Time, Max (LongQDurCallsAniRoute)

The maximum queue time of any single call from this call type that was transferred from the call guide by CPN/ANI route steps in the call guide during the current interval.

Calls Agent Transferred In - Count (CallsAgentTransIn)

The count of calls from this call type that were answered by an agent, and then transferred to another agent.

Calls Agent Transferred Out - Count (CallsAgentTransOut)

The count of calls from this call type that were answered by an agent, and then transferred to another party.

Calls Deflected

Calls Deflected - Count (CallsDeflected)

CallsDeflectDueQtime + CallsDeflectDueAltQTime +

CallsDeflectDueQDepth + CallsDeflectDueAltQDepth

MMMMMMMM



The total number of calls offered to the call type that could not be accepted.

Calls Deflected Due Alternate Queue Depth - Count (CallsDeflectDueAltQDepth)

The count of calls offered to the call type that could not be accepted due to the alternate call type queue depth threshold being exceeded. The threshold is set in the switch as one of the ACD parameters along with the pre-defined directory number destination for deflected (diverted) calls.

Calls Deflected Due Alternate Queue Time - Count (CallsDeflectDueAltQTime)

The count of calls offered to the call type that could not be accepted due to the alternate call type queue time threshold being exceeded. The threshold is set in the switch as one of the ACD parameters along with the pre-defined directory number destination for deflected (diverted) calls.

Calls Deflected Due Queue Depth - Count (CallsDeflectDueQDepth)

The count of calls offered to the call type that could not be accepted to the current call type queue depth threshold being exceeded. The threshold is set in the switch as one of the ACD parameters along with the pre-defined directory number destination for deflected (diverted) calls.

Calls Deflected Due Queue Time - Count (CallsDeflectDueQTime)

The count of calls offered to the call type that could not be accepted due to the current call type queue time threshold being exceeded. The threshold is set in the switch as one of the ACD parameters along with the pre-defined directory number destination for deflected (diverted) calls.



Calls In Progress

Calls In Progress - Current Count

This is the current count of calls that are still pending against the call type. Pending calls are those that have been queued to the call type and begun processing the initial call guide and have either NOT yet been delivered yet (i.e. still queued) or have been delivered to an agent through call guide processing. The call remains pending against the call type while the agents phone is ringing until it is abandoned or answered up until the agent is disconnected from the call. While calls are pending against a call type, statistics will be generated for the call type as a result of events received during the call. A single call may be queued to only one call type at the same time and may be disconnected from the call type due to call guide processing steps other than being delivered to an agent. This count is a real-time statistic only and not saved in any of the interval database flushes.

Calls Offered


CallsQ + CallsDeflected — CallsAbandShort

The total number of calls offered to the call type excluding "short abandoned" calls. Included are calls that are queued as well as calls deflected from the call type due to violation of the switch threshold setting for the queue depth or queue time.

Calls On Hold


The count of calls that were put on hold by agents.

(CallsHoldStart)

The numbers of times that calls from this call type, that were answered by agents, were still on hold when the previous interval ended, and the duration continued into this interval. This item is an interval statistic only recorded in the Call Type Statistics table.

Calls On Hold SDG - Time (DurCallsHoldSDG)

The duration of hold time for SDG calls that were placed on hold by the trunk.

Calls On Hold SDG - Count (CallsHoldSDG)

The number of times that SDG calls were placed on hold by the trunk.

MMMMMMMM



(CallsHoldSDGStart)

The number of times that SDG calls were still on hold when the previous interval ended and the duration continues into the present interval. This item is an interval statistic that is recorded in the Call Type Statistics table only.


The duration of time that calls from this call type remained on hold.

Calls Parked


The count of calls from this call type that were parked by agents.

(CallsParkedStart)

The count of calls from this call type that were parked by agents and were still parked when the previous interval ended and the duration continued into this interval. This item is an interval statistic only recorded in the Call Type Statistics table.

Calls Parked - Time (DurCallsParked)

The duration of call park wait time for calls from this call type that were answered by agents and parked.

Calls Queued

Calls Queued - Count (CallsQWaiting)

CallsQ — CallsDistribImmediately

The count of calls offered to the call type where there was no agent immediately available to handle the call or at least not within one second. These calls remained in the queue without an agent being selected for more than one second.

Calls Queued All - Count (CallsQ)

The count of all calls that have been queued on the call type (steering pilot).



(CallsQStart)

The count of calls queued on the call type where the call was still queued when the previous interval ended and the queue duration continued into this interval. This item is an interval statistic only recorded in the Call Type Statistics table.

Calls Queued - Count, Max (MaxCallsQ)

The maximum count of calls offered on the call type during this interval.

Calls Queued - Current Count

The current count of calls that are currently queued on the call type. A count is obtained from the switch each time a call is initially queued and decremented by the CNMS as calls are delivered to agents or the call otherwise leaves call guide processing. This count is a real-time statistic only and not saved in any of the interval database flushes.

Calls Queued - Current Q Time, Max

The queue duration for the call that has been queued the longest of the current calls that are queued on the call type. The queue duration ends when an agent is selected and the call is delivered to an agent, or the call otherwise leaves call guide processing. This count is a real-time statistic only.

Calls Queued - Q Time (QDurCallsQ)

The queue duration for calls that were queued on the call type. The queue duration ends when an agent is selected and the call is delivered to an agent or the call otherwise leaves call guide processing.

Calls Queued - Q Time, Avg (AvgTimeInQ)

QDurCallsQ / CallsQ

The average queue duration for calls from this call type.

Calls Queued To Agent Group - Current Count

The current count of calls that are queued on this call type. This count is a real-time statistic only.

MMMMMMMM



Calls Received

The statistics in this section provide information on answered calls associated with calls routed to agents from the call guide used by this call type.



The total number of calls from this call type that were answered. This includes calls where an agent answers the call, calls directed to a directory number or a trunk by the call guide, or calls that leave the call guide and are then diverted to a directory number or trunk, which is ultimately answered.


CallsAnswPri + CallsAnswOver+

CallsAnswSDGPri + CallsAnswSDGOver

The count of calls from this call type that were answered by agents.

(CallsAnswStart)

CallsAnswPriStart + CallsAnswOverStart +

CallsAnswSDGPriStart + CallsAnswSDGOverStart

The count of calls that were answered by agents in this interval.

Calls Rcvd ACD/CTI - Count, Pcnt (PcntCallsAnsw)

100 * CallsAnsw / CallsOffered

The percentage of calls from this call type that were answered versus the number of calls offered to the call type.

Calls Rcvd ACD/CTI - Q Time (QDurCallsAnsw)

QDurCallsAnswOver + QDurCallsAnswPri

The duration of queue time for calls from this call type that were answered by agents (excluding ring time at the agent station).


DurCallsAnswOver + DurCallsAnswPri +

DurCallsAnswSDGPri + DurCallsAnswSDGOver



The duration of talk time for calls from this call type that were answered by agents during the interval.

Calls Rcvd ACD/CTI - Talk Time, Avg (AvgTalkTime)

DurCallsAnsw / CallsAnsw

The average talk time for calls answered by agents from this call type during the interval.

Includes Satellite Directory Group Statistics 3.26.03.

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

(DurCallsAnsw + DurSessionsWrapUp) / CallsAnsw

The average amount of time agents spent on the phone or in Wrap-up-up handling calls from this call type during the interval.

Calls Rcvd By Dirn After Call Guide - Count (CallsAnswDirnAfterCallGuide)

The count of calls processed from this call type that have left the call guide by the Exit step in the call guide or transfer by an OAI application and were answered by an internal directory number.

Calls Rcvd By Trunk After Call Guide - Count (CallsAnswTrunkAfterCallGuide)

The count of calls from this call type that have left the call guide by the Exit step in the call guide or transfer by an OAI application and were answered with a trunk. This trunk could be an announcement trunk, voice mail, or a trunk connected to another switch.

Calls Rcvd By Trunk During Call Guide - Count (CallsAnswTrunkDuringCallGuide)

The count of calls from this call type that were established with a trunk without being delivered to an agent. This may occur as a result of a call guide Satellite Directory Group Step.


The number of calls from this call type that were answered by agents in the overflow agent group of the call guide.

MMMMMMMM



(CallsAnswOverStart)

The number of calls from this call type that were answered by agents where the agents were members of an overflow agent group in the call guide and the calls were active at the beginning of the reporting interval. This item is an interval statistic that is only recorded in the Call Type Statistics table.

Calls Rcvd Over - Q Time (QDurCallsAnswOver)

The queue time duration for calls from this call type that were answered by agents, where the agents were members of the primary agent group in the call guide.

Calls Rcvd Over - Q Time, Max (LongQDurCallsAnswOver)

The longest time that a call from this call type remained in queue before being answered by a member of an overflow agent group in the call guide during this interval.

Calls Rcvd Over - Ring Time (DurRingTimeAnswOver)

The ring time duration for calls from this call type ultimately answered by the agents, where the agents are members of an overflow agent group in the call guide.


The duration of talk time for calls from this call type answered by agents, where the agents are members of an overflow agent group. This talk time begins when the call is first answered by the agent and ends when the call is disconnected. It includes hold time, consultation talk time, transfer time, and conference time.


The count of calls from this call type that were answered by agents that were members of the primary agent group.

(CallsAnswPriStart)

The count of calls from this call type (that were active at the beginning of the interval) that were answered by agents that were members of the primary agent group in the call guide. This item is an interval statistic that is only recorded in the Call Type Statistics table.



Calls Rcvd Pri - Q Time (QDurCallsAnswPri)

The duration of time for calls from this call type that were answered by agents that were members of the primary agent group in the call guide. The duration ends when the call is delivered and rings at the agent station.

Calls Rcvd Pri - Q Time, Max (LongQDurCallsAnswPri)

The longest queue duration that a call from this call type was in queue before being answered by a member of the primary agent group in the call guide.

Calls Rcvd Pri - Ring Time (DurRingTimeAnswPri)

The ring time duration for calls from this call type that were answered by agents that were members of the primary agent group in the call guide.


The talk time duration for calls from this call type that were answered by agents in the primary agent group of the call guide. This talk time begins when the call is first answered by the agent and ends when the call is disconnected. It includes hold time, consultation talk time, transfer time or conference time.


The count of calls from this call type that were answered by an agent within (less than or equal to) the first threshold range (queue time + ring time).


The count of calls from this call type that were answered by an agent within (less than or equal to) the second threshold range (queue time + ring time), but greater than the first threshold range.


The count of calls from this call type that were answered by an agent within (less than or equal to) the third threshold range (queue time + ring time), but greater than the second threshold range.

MMMMMMMM




The count of calls from this call type that were answered by an agent within (less than or equal to) the fourth threshold range (queue time + ring time), but greater than the third threshold range.


The count of calls from this call type that were answered by an agent within (less than or equal to) the fifth threshold range (queue time + ring time, but greater than the fourth threshold range.


The count of calls from this call type that were answered by an agent within (less than or equal to) the sixth threshold range (queue time + ring time), but greater than the fifth threshold range.


The count of calls from this call type that were answered by an agent within (less than or equal to) the seventh threshold range (call queue time + ring time), but greater than the sixth threshold range.


The count of calls from this call type that were answered by an agent within (less than or equal to) the eighth threshold range (queue time + ring time), but greater than the seventh threshold range.


The count of calls from this call type that were answered by an agent within (less than or equal to) the ninth threshold range (queue time + ring time), but greater than the eighth threshold range.

Calls Rcvd Range Last - Count (CallsAnswRangeX)

The count of calls from this call type that were answered by an agent after (greater than) the last (ninth) threshold range (queue time + ring time).



Calls Rcvd SDG Over - Count (Calls Answ SDG Over)

The number of ACD calls that were answered by SDG agents that were members of an overflow SDG agent group in the call guide.

(CallsRcvdSDGOverStart)

The number of ACD calls answered by SDG agents that were members of an overflow SDG agent group in the call guide and were active at the beginning of the interval. This item is an interval statistic that is recorded in the Call Type Statistics table only.

Calls Rcvd SDG Over - Talk Time (DurCallsAnswSDGOver)

The duration of talk time for ACD calls answered by SDG agents that were members of an overflow SDG agent group in the call guide. The talk time begins when the call is first answered and ends when the call is terminated.

Calls Rcvd SDG Pri - Count (CallsAnswSDGPri)

The count of ACD calls that were answered by SDG agents that were members of the primary agent group in the call guide.

(CallsAnswPriSDGStart)

The count of ACD calls that were answered by SDG agents that were members of the primary SDG agent group in the call guide that were active at the beginning of the interval. This item is an interval statistic that is recorded in the Call Type Statistics table only.

Calls Rcvd SDG Pri - Talk Time (DurCallsAnswSDGPri)

The duration of talk time for ACD calls answered by SDG agents that were members of the primary SDG agent group in the call guide. The talk time begins when the call is first answered and ends when the call is terminated.


The count of calls from this call type that were answered by agents after (greater than) the threshold (queue time + ring time) set for the call type. This threshold is configured using Centergy Manager. This count also includes those calls answered outside the call guide, meeting the above threshold criteria, after executing the call guide exit step or after being transferred from the call guide by an OAI application.

MMMMMMMM




The count of calls from this call type that were answered by agents within (less than or equal to) the threshold (queue time + ring time) set for the call type. This threshold is configured using Centergy Manager. This count also includes those calls answered outside the call guide, meeting the above threshold criteria, after executing the call guide exit step or after being transferred from the call guide by an OAI application.

Calls Wrap-up

The statistics in this section provide information on Wrap-up time associated with ACD calls routed to agents from the call type. Wrap-up is an optional feature of ACD on the switch. It is automatically generated after the ACD call is disconnected, and the Wrap-up duration is pre-set for all the agents in the agent group.


DurSessionsWrapUpOver + DurSessionsWrapUpPri

The total duration of time agents spent in Wrap-up following calls from this call type. The time corresponds to the entire time the agent was in Wrap-up, not just the time the agent was (or was not) on the phone.

Calls Wrap-Up ACD/CTI - Time, Avg (AvgDurSessionsWrapUp)

DurSessionsWrapUp / CallsAnsw

The average duration of Wrap-up time for calls from this call type that were answered by agents. The time corresponds to the entire time the agent was in Wrap-up, not just the time the agent was (or was not) on the phone.


The duration of Wrap-up time for calls from this call type that were answered by agents in an overflow agent group. The time corresponds to the entire time the agent was in Wrap-up, not just the time the agent was (or was not) on the phone.


The duration of Wrap-up time for calls from this call type that were answered by agents in the primary agent group. The time corresponds to the entire time the agent was in Wrap-up, not just the time the agent was (or was not) on the phone.

MMMMMMMM



Chapter 5

Call Source Tracking Statistics

Call Source Tracking records are written only to the CNMS database, they are not available on a real-time basis.

These fixed interval records summarize the activities of agents and agent groups associated with the source of calls (DNIS) for each Call Type within the call center during the identified interval. The names shown are the names of the CNMS database table columns that hold each of the data items. The name of the database table is tbl_DNISCallTypeAgentStatistics. The length of an interval is controlled by the call center interval statistics flush time. Completed daily rollups of the interval data is maintained in the table tbl_ DNISCallTypeAgentStatisticsDaily. These records are stored into the call center table for the call center the Call Type is a member of.

Information

AgentId

The numeric identifier assigned to the agent in the switch database, and used by the agent for operations such as agent sign-on.

AgentGroupDirn

The directory number that is assigned to the agent in the switch database.

AgentGroupUserGroup

The user group number that is assigned to the agent group directory number in the switch database.

CallCenter

The numeric identifier of the call center where the agent is assigned.

CallTypeDirn

The directory number that is assigned to the call type in the switch database to the call type through which the call was processed.



CallTypeUserGroup

The user group number assigned to the call type directory number in the switch database.

DNIS

Dialed Number Information Service. If the call is originally presented to the switch on a trunk type port, these are the digits the Central Office presents to the switch to identify the number the caller called.

IntervalBegin

The date and time data collection for the associated data values began.

IntervalEnd

The date and time data collection for the associated data values ended. Data is collected up to, but not including, the time specified.

Abandoned Calls

The statistics in this section provide information on calls that were disconnected by the caller before the destination agent could answer.

CallsAbandRingingOver

The count of all ACD calls during this interval that were routed to this agent, the agent was a member of an overflow agent group in the call guide, and the calls were abandoned while ringing at the agent station.

DurCallsAbandRingingOver

The ring time duration for all ACD calls during this interval that were routed to this agent, the agent is a member of an overflow agent group in the call guide, and the calls were abandoned while ringing at the agent station.

CallsAbandRingingPri

The count of all ACD calls routed to this agent during this interval where the agent was a member of the primary agent group in the call guide, and the calls were abandoned by the calling party while ringing at the agent station.

MMMMMMMM



DurCallsAbandRingingPri

The duration for all ACD calls routed to this agent during this interval where the agent was a member of the primary agent group of the call guide, and the calls were abandoned by the calling party while ringing at the agent station.

Calls On Hold

The statistics in this section provide information on answered calls that were placed on hold by the destination agent.

CallsHoldOver

The number of times an ACD call was put on hold by this agent during this interval, where the agent was a member of an overflow agent group of the call guide in the call guide.

CallsHoldOverStart

The number of times that ACD calls were put on hold by this agent where this agent was a member of an overflow agent group in the call guide. The call was still on hold when the previous interval ended, and the duration continued into this interval.

DurCallsHoldOver

The duration of hold time for ACD calls that were put on hold by this agent during this interval where this agent was a member of an overflow agent group in the call guide.

CallsHoldPri

The number of times that ACD calls were put on hold by this agent during this interval where this agent was a member of the primary agent group in the call guide.

CallsHoldPriStart

The number of times that ACD calls were put on hold by this agent where this agent was a member of the primary agent group in the call guide. The call was still on hold when the previous interval ended and the duration continued into this interval.

DurCallsHoldPri

The duration of hold time that ACD calls put on hold by this agent during this interval where this agent was a member of the primary agent group in the call guide.



Calls Received

The statistics in this section provide information on answered calls by the destination agent.

CallsAnswOver

The number of ACD calls that were answered by this agent where the agent was a member of an overflow agent group in the call guide.

CallsAnswOverStart

The number of ACD calls that were answered by this agent where the agent was a member of an overflow agent group in the call guide, and the calls were still active when the previous interval ended and the duration continued into this interval.

DurCallsAnswOver

The duration of talk time for ACD calls that were answered by this agent where this agent was a member of an overflow agent group in the call guide. The overall talk time, which may span multiple intervals, begins when the call is first answered by the agent and ends when the call is disconnected. It includes any hold time, consultation talk time, transfer time or conference time.

DurRingCallsAnswOver

The ring time duration for ACD calls that were answered by this agent where this agent was a member of overflow agent group in the call guide, that rang at the agent station before being answered.

CallsAnswPri

The number of ACD calls answered by this agent where this agent was a member of the primary agent group in the call guide.

CallsAnswPriStart

The number of ACD calls answered by this agent where this agent was a member of the primary agent group in the call guide, were still active when the previous interval ended and the duration continued into this interval.

MMMMMMMM



DurCallsAnswPri

The talk time duration for ACD calls that were answered by this agent where this agent was a member of the primary agent group in the call guide. The overall talk time, which may span multiple intervals, begins when the call is first answered by the agent and ends when the call is disconnected. It includes any hold time, consultation talk time, transfer time or conference time.

DurRingCallsAnswPri

The duration of ring time for ACD calls that were answered by this agent where this agent was a member of the primary agent group in the call guide, that rang at the agent station before being answered.

Call Wrap-up Sessions

The statistics in this section provide information on an agent’s Wrap-up-up sessions. Wrap-up sessions are automatically generated by the switch after the agent is cleared from an ACD call. The duration of the Wrap-up-up session is pre-set for all the agents in the agent group.

DurCallsWrapUpOver

The duration of Wrap time for all ACD calls that were answered by this agent during this interval where this agent was a member of an overflow agent group in the call guide, that automatically went into Wrap-up following the termination of the call. The Wrap-up time corresponds to the entire time the agent was in the Wrap-up session, not just the time the agent was (or was not) on the phone.

DurCallsWrapUpPri

The duration of Wrap time for all ACD calls that were answered by this agent during this interval where this agent was a member of an primary agent group in the call guide, that automatically went into Wrap-up following the termination of the call. The Wrap-up time corresponds to the entire time the agent was in the Wrap-up session, not just the time the agent was (or was not) on the phone.

Unanswered Calls

The statistics in this section provide information on an agent’s unanswered calls. Unanswered calls are delivered to (ringing) the agents phone by the ACD, and the agent does not answer within the allotted time. The switch then automatically signs off the agent and re-queues the call to the call type so that another agent may be selected. So that the same agent will not be selected again, the switch signs off the original agent.



CallsUnanswOver

The number of times that ACD calls that were unanswered by this agent where this agent was a member of an overflow agent group in the call guide, were re-queued to the call type.

DurCallsUnanswOver

The duration of time that ACD calls that were unanswered by this agent where this agent was a member of an overflow agent group in the call guide, rang before being re-queued to the call type during this interval.

CallsUnanswPri

The number of times that ACD calls that were unanswered by this agent where this agent was a member of an primary agent group in the call guide, were re-queued to the call type.

DurCallsUnanswPri

The duration of time that ACD calls that were unanswered by this agent where this agent was a member of the primary agent group in the call guide, rang before being re-queued to the call type during this interval.

MMMMMMMM



Chapter 6

Call Session and Called Party Statistics

Call session records are written only to the CNMS database, they are not available on a real-time basis.

These records summarize the activities associated with each call within the call center. The names shown are the names of the CNMS database table columns that hold each of the data items. The name of the database table is tbl_CallSessionStatistics. These records are stored into the call center table for the call center the call originated from.

Information

ANIDigits

Automatic Number Identification - If the call is originally presented to the switch on a trunk port, these are the digits of the caller’s phone number.

CallID

This is the unique number given to the call by the switch when the call is first created.

ConferenceWithCallID

If a call is conferenced with another call, this is the Call ID of the call that this call is joining the conference.

DeliveringCallTypeDirn

This is the call type directory number for the call type that delivered the call to an agent.

DNISDigits

Dialed Number Information Service. If the call is originally presented to the switch on a trunk port, these are the digits the Central Office presents to the switch to identify the number the caller called.

DIALEDDigits

If the original party is internal to the switch and places the call, these are the original digits dialed.



FirstAgentID

This is the agent ID of the first signed on agent attached to the call.

FirstAgentGroupDirn

This is the agent group directory number of the first signed on agent attached to the call.

FirstCallTypeDirn

This is the call type directory n umber of the first call type processed.

OriginationPort

This is the original internal switch port number that service was provided to for the call.

OriginationType

This is a number that represents the type of port that service was provided to for the call. Possible values are: • Trunk • Voice Line • Attendant Switch Loop • Station Status Line • Data Line • Data Trunk • Intercom Line • Station Line

PlacedCall

This is a Boolean flag that is set to true if the first signed on agent attached to the call has placed the call, otherwise the flag is not set.

TimeStampCreation

This is the time stamp from the switch for the "Service Initiated" event that created the call.

MMMMMMMM



TransferToCallID

If a call is transferred to another call, this is the Call ID of the call that this call is transferring to and who then continues with the call.

Statistics

Abandoned

The count of times this call was ringing a destination party’s phone, and then the call was abandoned. This count is included for completeness, since the duration abandoned may actually be less than one (1) second and appear to be zero time.

ConfRcvd

The count of times this call received or was joined to a conference call from another call.

Delivered

The count of times this call was delivered to a destination party.

DurAbandon

The duration of time the call was ringing a destination party’s phone, and then the call was abandoned.

DurCall

The duration of a call from the time the switch first saw the call until the call was disconnected.

DurHold

The duration of time one of the parties on this call was on hold.

DurIVR

The duration of time the ACD call spent in the 1st step IVR in the call guide before being delivered to the destination party.



DurQueue

The duration of time the ACD call spent in a call guide processing except for the time spent in the 1st step IVR before being delivered to the destination party.

DurRing

The duration of time the call was ringing a destination party’s phone, and then the call was answered.

DurPark

The duration of time one of the parties on this call was placed on park.

DurTalk

The duration of talk time for answered calls. This talk time begins when the call is first answered and ends when all the call is disconnected.

DurTilFirstAnsw

The duration from the time the switch first saw the call until the first signed on agent answers the call. This duration is used to allocate the time to the first transaction code entered by the first signed on agent to answer the call.

DurWrap

The duration of time that an agent was in Wrap-up after ACD calls.

DurLastWrap

The duration of Wrap-up time that followed this call from the time the call terminates until the end of the last Wrap-up-up session to finish. This duration is used to allocate the time to the last transaction code entered by a signed on agent attached to this call.

Held

The count of times this call was placed on hold by one of the parties involved in the call.

MMMMMMMM



OaiEvents

The count of OAI events received from the switch and processed by Centergy for this call.

Parked

The count of times this call was parked by one of the parties involved in this call.

Queued

The count of times this call was queued and processed by a call guide.

TransRcvdUnannounced

The count of times this call received an unannounced transfer from another call.

TransRcvdAnnounced

The count of times this call received an announced transfer from another call.

Called Party Statistics

Called party records are written only to the CNMS database, they are not available on a real-time basis.

The records summarize the activities associated with each internal party for each call within the call center handled by the switch. Internal parties may be signed-on Agents, voice lines, trunks, etc. The names shown are the names of the CNMS database table columns that hold each of the data items. The name of the database table is tbl_CalledPartyStatistics. These records are saved into the call center table for the call center the call originated from, which is also where the matching call session record is saved.

Information

AgentDirn

The agent directory number that is assigned in the switch database.

AgentGroupDirn

The directory number of the agent group that is assigned in the switch database.



AgentID

The numeric identifier that is assigned to an agent in the switch database, and used by the agent for operations such as agent sign-on.

CallID

This is the unique number given to the call by the switch when the call is first created.

CallTypeDirn

The directory number of the call type used to select the destination party. It is possible that the destination party is a trunk and the trunk was selected through use of the call guide, in which case, this directory number will be filled in and the DestinationType will represent the values shown above.

DestinationType

This is a number that represents the type of port for the destination party that answered the call.

Possible values are: • Trunk • Voice Line • Attendant Switch Loop • Station Status Line • Data Line • Data Trunk • Intercom Line • Station Line

DestinationPort

This is the internal switch port number for the destination party that answered the call.

TimeStampConnect

This is the time stamp from when the switch first connects the destination party to the call initially. This could be when call is delivered (rings) an internal phone or when established in the case of a trunk.

MMMMMMMM



Statistics

CallsAbandon

This is the count of times a call is delivered to the destination party, which is in turn abandoned by the originating party. This count is included for completeness, since the duration abandoned may actually be less than one (1) second and appear to be zero time.

CallsAbandon Hold

This is the count of times the call is abandoned by the originating party while the destination party has the call on hold. This count is included for completeness, since the duration hold may actually be less than one (1) second and appear to be zero time.

CallsAnsw

This is the count of times the destination party is established or re-established on the call.

CallsHold

The count of times the destination party placed the call on hold with a party still connected.

CallsParked

This is the count of times the destination party parked the call with a party still connected.

CallsRing

The count of times the call is delivered to the destination party. This count is included for completeness, since the duration ring may actually be less than one (1) second and appear to be zero time.

DurAbandon

The duration of time the call is ringing the destination party and the originating party abandons the call.

DurCallsAnsw

The duration of time the call was established with this destination party.



DurCallsHold

The duration of time the caller was on hold, placed there by this destination party.

DurIVR

The duration of time that the caller spent in the call guide in the 1st step IVR, before being delivered to the destination agent.

DurQueue

The duration of queue time for the caller, with the exception of any time spent in the 1st step IVR before being delivered to the destination agent.

DurRing

The duration of ring time at the destination, where the destination party ultimately answers the call.

MMMMMMMM



Chapter 7

Trunk Statistics

Trunk Group

Trunk Group records are written only to the CNMS database, they are not available on a real-time basis.

The records summarize the activities associated with each trunk group created in the switch. The names shown are the names of the CNMS database table columns that hold each of the data items. The name of the database table is tbl_TrunkGroupStatistics.

Informational

TrunkGroup

The number for the trunk group that is assigned in the switch database.

GroupType

The type of trunk group.

UserGroup

The user group number for the Trunk Group that is assigned in the switch database.

IntervalBegin

The date and time data collection for the associated data values began. This item appears only in the trunk group statistics database tables.

IntervalEnd

The date and time data collection for the associated data values ended. Data is collected up to, but not including, the time specified. This item appears only in the trunk group statistics database tables.

Trunk Statistics


Statistics

IdleStatus

The number of trunk group members that are in the Idle state at the time the statistics are extracted from the switch.

MOSStatus

The number of trunk group members that are in a Maintenance Out-of-Service state at the time the statistics are extracted from the switch.

SeizeAttempts

The number of times this trunk group was selected for routing.

AllTrunksBusy

The number of times the trunk group was selected for routing and it was already in an “All Trunks Busy” state.

GroupBusy

The number of times a trunk group member was seized and that seizure puts the group in an “All Trunks Busy” state.

GroupBusyDur

The length of time the trunk group was in an “All Trunks Busy” state.

Trunk Member

Trunk Member records are written only to the CNMS database, they are not available on a real-time basis.

The records summarize the activities associated with each trunk group created in the switch. The names shown are the names of the CNMS database table columns that hold each of the data items. The name of the database table is tbl_TrunkMemberStatistics.

Informational

TrunkGroup

The number for the trunk group that is assigned in the switch database.

MMMMMMMM



Port

The individual trunk port number on the switch.

Status

The current status of the individual trunk member.

ChannelNum

The number assigned to a member of a LanMark Data Channel Group.

IntervalBegin

The date and time data collection for the associated data values began. This item appears only in the trunk member statistics database tables.

IntervalEnd

The date and time data collection for the associated data values ended. Data is collected up to, but not including, the time specified. This item appears only in the trunk member statistics database tables.

Statistics

Termination

The number of times the individual member was selected for an outbound call.

TermDur

The length of time the individual member was in an “Active” state on outbound calls.

Originations

The number of times the individual member was selected for an inbound call.

OrigDur

The length of time the individual member was in an “Active” state on inbound calls.

Trunk Statistics


Failures

The number of times a group member was seized and that seizure puts the group in an “All Trunks Busy” state.

MMMMMMMM



Appendix 1

Statistic Summary Table

The following table summarizes the availability of a particular intrinsic or calculated statistic across the three groups of call processing statistics: Agent, Agent Group, and Call Type. Also included are data identification items that are archived with each set of saved intrinsic statistic data values. Each item listed is an intrinsic (Int) statistic, a calculated (Calc) statistic, or an informational (Info) value.

Type Name Agent Agent

Group

Call

Type Info Agent Dirn •

Info Agent ID •

Info Agent Name •

Info Agent User Group •

Info Agent Group User Group • •

Info Agent Group Dirn • •

Info Agent Group Name •

Info Call Center • • •

Info Call Type Dirn •

Info Call Type Name •

Info Call Type User Group •

Info Interval Begin • • •

Info Interval End • • •

Calc Avg Speed Of Answer • •

Calc Occupancy Rate •

Calc Service Level • • •

Calc Utilization, Pcnt •

Calc Calls Aband - Count • • •

Calc Calls Aband - Pcnt •

Int Calls Aband By Dirn After Call Guide - Count •

Int Calls Aband By Trunk After Call Guide - Count •

Int Calls Aband During IVR - Count •

Int Calls Aband During IVR - Q Time •

Int Calls Aband During IVR - Q Time, Max •

Calc Calls Aband In Q - Count • •

Int Calls Aband In Q - Q Time • •




Group

Call

Type Int Calls Aband In Q - Q Time, Max •

Calc Calls Aband In Q ACD - Count •

Calc Calls Aband In Q CTI - Count •

Calc Calls Aband In Q Over - Count •

Int Calls Aband In Q Over ACD - Count •

Int Calls Aband In Q Over ACD - Q Time •

Int Calls Aband In Q Over ACD - Q Time, Max •

Int Calls Aband In Q Over CTI - Count •

Int Calls Aband In Q Over CTI - Q Time •

Int Calls Aband In Q Over CTI - Q Time, Max •

Calc Calls Aband In Q Pri - Count •

Int Calls Aband In Q Pri ACD - Count •

Int Calls Aband In Q Pri ACD - Q Time •

Int Calls Aband In Q Pri ACD - Q Time, Max •

Int Calls Aband In Q Pri CTI - Count •

Int Calls Aband In Q Pri CTI - Q Time •

Int Calls Aband In Q Pri CTI - Q Time, Max •

Int Calls Aband Range 1 - Count • •









Int Calls Aband Range Last - Count • •

Calc Calls Aband Ringing - Count • •

Int Calls Aband Ringing - Q Time •

Int Calls Aband Ringing - Q Time, Max •

Calc Calls Aband Ringing - Ring Time • • •

Calc Calls Aband Ringing ACD - Count •

Calc Calls Aband Ringing ACD - Ring Time •

Calc Calls Aband Ringing CTI - Count •

Calc Calls Aband Ringing CTI - Ring Time •

Int Calls Aband Ringing Over ACD - Count •

MMMMMMMM




Group

Call

Type Int Calls Aband Ringing Over ACD - Q Time •

Int Calls Aband Ringing Over ACD - Q Time, Max •

Int Calls Aband Ringing Over ACD - Ring Time • •

Int Calls Aband Ringing Over CTI - Count •

Int Calls Aband Ringing Over CTI - Q Time •

Int Calls Aband Ringing Over CTI - Q Time, Max •

Int Calls Aband Ringing Over CTI - Ring Time • •

Int Calls Aband Ringing Pri ACD - Count •

Int Calls Aband Ringing Pri ACD - Q Time •

Int Calls Aband Ringing Pri ACD - Q Time, Max •

Int Calls Aband Ringing Pri ACD - Ring Time • •

Int Calls Aband Ringing Pri CTI - Count •

Int Calls Aband Ringing Pri CTI - Q Time •

Int Calls Aband Ringing Pri CTI - Q Time, Max •

Int Calls Aband Ringing Pri CTI - Ring Time • •

Calc Calls Aband Short - Count • •

Int Calls Aband Short ACD - Count •

Int Calls Aband Short CTI - Count •

Int Calls Aband Threshold After - Count • • •

Int Calls Aband Threshold Within - Count • • •

Int Calls Aborted No Agents CTI - Count • •

Int Calls Aborted No Agents CTI - Q Time • •

Int Calls Aborted No Agents CTI - Q Time, Max •

Int Calls Agent Transferred In - Count •

Int Calls Agent Transferred Out -Count •

Int Calls ANI Routed - Count •

Int Calls ANI Routed - Q Time •

Int Calls ANI Routed - Q Time, Max •

Int Calls Call Guide Exit - Count •

Int Calls Call Guide Exit - Q Time •

Int Calls Call Guide Exit - Q Time, Max •

Int Calls Call Guide Marked As Answered - Count •

Int Calls Call Guide Trans - Count •

Int Calls Call Guide Trans - Q Time •

Int Calls Call Guide Trans - Q Time, Max •

Calc Calls Conf - Count • •




Group

Call

Type Calc Calls Conf - Time • •

Calc Calls Conf - Time, Avg • •

Calc Calls Conf - Time, Pcnt • •

Calc Calls Conf Placed - Count • •

Calc Calls Conf Placed - Time • •

Int Calls Conf Placed Ext - Count • •

Int Calls Conf Placed Ext - Time • •

Int Calls Conf Placed Int - Count • •

Int Calls Conf Placed Int - Time • •

Calc Calls Conf Non-ACD/CTI - Count • •

Calc Calls Conf Non-ACD/CTI - Time • •

Int Calls Conf Non-ACD/CTI Int - Count • •

Int Calls Conf Non-ACD/CTI Int - Time • •

Int Calls Conf Over ACD - Count • •

Int Calls Conf Over ACD - Time • •

Int Calls Conf Over CTI - Count • •

Int Calls Conf Over CTI - Time • •

Int Calls Conf Pri ACD - Count • •

Int Calls Conf Pri ACD - Time • •

Int Calls Conf Pri CTI - Count • •

Int Calls Conf Pri CTI - Time • •

Calc Calls Consult - Count • •

Calc Calls Consult - Time • •

Calc Calls Consult - Time, Avg • •

Calc Calls Consult - Time, Pcnt • •

Calc Calls Consult Placed - Count • •

Calc Calls Consult Placed - Time • •

Int Calls Consult Placed Ext - Count • •

Int Calls Consult Placed Ext - Time • •

Int Calls Consult Placed Int - Count • •

Int Calls Consult Placed Int - Time • •

Calc Calls Consult Non-ACD/CTI - Count • •

Calc Calls Consult Non-ACD/CTI - Time • •

Int Calls Consult Non-ACD/CTI Ext - Count • •

Int Calls Consult Non-ACD/CTI Ext - Time • •

Int Calls Consult Non-ACD/CTI Int - Count • •

MMMMMMMM




Group

Call

Type Int Calls Consult Non-ACD/CTI Int - Time • •

Int Calls Consult Over ACD - Count • •

Int Calls Consult Over ACD - Time • •

Int Calls Consult Over CTI - Count • •

Int Calls Consult Over CTI - Time • •

Int Calls Consult Pri ACD - Count • •

Int Calls Consult Pri ACD - Time • •

Int Calls Consult Pri CTI - Count • •

Int Calls Consult Pri CTI - Time • •

Calc Calls Customer-Related - Count • •

Calc Calls Customer-Related - Talk Time • •

Calc Calls Customer-Related - Talk Time, Avg • •

Calc Calls Customer-Related - Talk Time, Pcnt • •

Calc Calls Customer-Related Talk and Wrap-Up - Time • •

Calc Calls Customer-Related Talk and Wrap-Up - Time, Avg • •

Calc Calls Customer-Related Talk and Wrap-Up - Time, Pcnt • •

Calc Calls Deflected - Count •

Int Calls Deflected Due Alternate Queue Depth - Count •

Int Calls Deflected Due Alternate Queue Time - Count •

Int Calls Deflected Due Queue Depth - Count •

Int Calls Deflected Due Queue Time - Count •

Int Calls De-queued Over ACD - Count •

Int Calls De-queued Over ACD - Q Time •

Int Calls De-queued Over ACD - Q Time, Max •

Int Calls De-queued Over CTI - Count •

Int Calls De-queued Over CTI - Q Time •

Int Calls De-queued Over CTI - Q Time, Max •

Int Calls De-queued Pri ACD - Count •

Int Calls De-queued Pri ACD - Q Time •

Int Calls De-queued Pri ACD - Q Time, Max •

Int Calls De-queued Pri CTI - Count •

Int Calls De-queued Pri CTI Q Time •

Int Calls De-queued Pri CTI Q Time, Max •

Int Calls Distributed Immediately - Count •

Int Calls Final Disposition Busy Out - Count •




Group

Call

Type Int Calls IVR First Step - Count •

Int Calls IVR First Step - Time •

Calc Calls Offered - Count • • •

Calc Calls On Hold - Count • •

Calc Calls On Hold - Time • •

Calc Calls On Hold - Time, Avg • •

Calc Calls On Hold - Time, Pcnt • •

Calc Calls On Hold Only - Count • •

Calc Calls On Hold Only - Time • •

Calc Calls On Hold Only - Time, Avg • •

Calc Calls On Hold Only - Time, Pcnt • •

Calc Calls On Hold Placed - Count • •

Calc Calls On Hold Placed - Time • •

Int Calls On Hold Placed Ext - Count • •

Int Calls On Hold Placed Ext - Time • •

Int Calls On Hold Placed Int - Count • •

Int Calls On Hold Placed Int - Time • •

Calc Calls On Hold Non-ACD/CTI - Count • •

Calc Calls On Hold Non-ACD/CTI - Time • •

Int Calls On Hold Non-ACD/CTI Ext - Count • •

Int Calls On Hold Non-ACD/CTI Ext Time • •

Int Calls On Hold Non-ACD/CTI Int - Count • •

Int Calls On Hold Non-ACD/CTI Int - Time • •

Int Calls On Hold Over ACD - Count • •

Int Calls On Hold Over ACD - Time • •

Int Calls On Hold Over CTI - Count • •

Int Calls On Hold Over CTI - Time • •

Int Calls On Hold Pri ACD - Count • •

Int Calls On Hold Pri ACD - Time • •

Int Calls On Hold Pri CTI - Count • •

Int Calls On Hold Pri CTI - Time • •

Int Calls On Hold SDG - Count •

Int Calls On Hold SDG - Time •

Calc Calls Parked - Count • •

Int Calls Parked Placed Ext - Count • •

Int Calls Parked Placed Int - Count • •

MMMMMMMM




Group

Call

Type Int Calls Parked - Count •

Int Calls Parked - Time •

Int Calls Parked Non-ACD/CTI Ext - Count • •

Int Calls Parked Non-ACD/CTI Int - Count • •

Int Calls Parked Over ACD - Count • •

Int Calls Parked Over CTI - Count • •

Int Calls Parked Pri ACD - Count • •

Int Calls Parked Pri CTI - Count • •

Int Calls Picked Up - Count • •

Calc Calls Placed Non-ACD/CTI - Count • •

Calc Calls Placed Non-ACD/CTI - Time • •

Calc Calls Placed Non-ACD/CTI - Time, Avg • •

Calc Calls Placed Non-ACD/CTI - Time, Pcnt • •

Int Calls Placed Non-ACD/CTI Ext - Count • •

Int Calls Placed Non-ACD/CTI Ext - Time • •

Calc Calls Placed Non-ACD/CTI Ext - Time, Avg • •

Calc Calls Placed Non-ACD/CTI Ext - Time, Pcnt •

Calc Calls Placed Non-ACD/CTI Ext New - Count • •

Calc Calls Placed Non-ACD/CTI Ext New - Time • •

Calc Calls Placed Non-ACD/CTI Ext New - Time, Avg • •

Calc Calls Placed Non-ACD/CTI Ext New - Time, Pcnt • •

Int Calls Placed Non-ACD/CTI Int - Count • •

Int Calls Placed Non-ACD/CTI Int - Time • •

Calc Calls Placed Non-ACD/CTI Int New - Count • •

Calc Calls Placed Non-ACD/CTI Int New - Time • •

Calc Calls Placed Non-ACD/CTI Int New - Time, Avg • •

Calc Calls Placed/Rcvd Non-ACD/CTI - Count • •

Calc Calls Placed/Rcvd Non-ACD/CTI - Time • •

Calc Calls Placed/Rcvd Non-ACD/CTI Ext - Count • •

Calc Calls Placed/Rcvd Non-ACD/CTI Ext - Time • •

Calc Calls Placed/Rcvd Non-ACD/CTI Ext - Time, Avg •

Calc Calls Placed/Rcvd Non-ACD/CTI Ext - Time, Pcnt •

Calc Calls Placed/Rcvd Non-ACD/CTI Ext New - Count • •

Calc Calls Placed/Rcvd Non-ACD/CTI Ext New - Time • •

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

Calc Calls Placed/Rcvd Non-ACD/CTI Int - Count • •




Group

Call

Type Calc Calls Placed/Rcvd Non-ACD/CTI Int - Time • •

Calc Calls Placed/Rcvd Non-ACD/CTI Int - Time, Avg •

Calc Calls Placed/Rcvd Non-ACD/CTI Int - Time, Pcnt •

Calc Calls Placed/Rcvd Non-ACD/CTI Int New - Count • •

Calc Calls Placed/Rcvd Non-ACD/CTI Int New - Time • •

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

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

Calc Calls Placed/Rcvd Non-ACD/CTI New - Count • •

Calc Calls Placed/Rcvd Non-ACD/CTI New - Time • •

Calc Calls Placed/Rcvd Non-ACD/CTI New - Time, Avg • •

Calc Calls Placed/Rcvd Non-ACD/CTI New - Time, Pcnt • •

Int Calls Queued All - Count •

Calc Calls Queued - Count • •

Int Calls Queued - Count, Max •

Int Calls Queued - Q Time •

Calc Calls Queued - Q Time, Avg • •

Int Calls Queued Over ACD - Count •

Int Calls Queued Over ACD - Count, Max •

Int Calls Queued Over CTI - Count •

Int Calls Queued Over CTI - Count, Max •

Int Calls Queued Pri ACD - Count •

Int Calls Queued Pri ACD - Count, Max •

Int Calls Queued Pri CTI - Count •

Int Calls Queued Pri CTI - Count, Max •

Calc Calls Rcvd - Count • • •

Calc Calls Rcvd ACD - Count • •

Calc Calls Rcvd ACD - Talk Time • •

Calc Calls Rcvd ACD/CTI - Count • • •

Calc Calls Rcvd ACD/CTI - Count, Pcnt •

Calc Calls Rcvd ACD/CTI - Q Time • •

Calc Calls Rcvd ACD/CTI - Q Time, Avg •

Calc Calls Rcvd ACD/CTI - Ring Time • •

Calc Calls Rcvd ACD/CTI - Talk Time • • •

Calc Calls Rcvd ACD/CTI - Talk Time, Avg •

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

Int Calls Rcvd By Dirn After Call Guide - Count •

MMMMMMMM




Group

Call

Type Int Calls Rcvd By Trunk After Call Guide - Count •

Int Calls Rcvd By Trunk During Call Guide - Count •

Calc Calls Rcvd CTI - Count • •

Calc Calls Rcvd CTI - Talk Time • •

Calc Calls Rcvd Non-ACD/CTI - Count • •

Calc Calls Rcvd Non-ACD/CTI - Ring Time • •

Calc Calls Rcvd Non-ACD/CTI - Time • •

Int Calls Rcvd Non-ACD/CTI Ext - Count • •

Int Calls Rcvd Non-ACD/CTI Ext - Ring Time • •

Int Calls Rcvd Non-ACD/CTI Ext - Time • •

Calc Calls Rcvd Non-ACD/CTI Ext - Time, Avg • •

Calc Calls Rcvd Non-ACD/CTI Ext - Time, Pcnt •

Int Calls Rcvd Non-ACD/CTI Int - Count • •

Int Calls Rcvd Non-ACD/CTI Int - Ring Time • •

Int Calls Rcvd Non-ACD/CTI Int - Time • •

Calc Calls Rcvd Non-ACD/CTI Int New - Count • •

Calc Calls Rcvd Non-ACD/CTI Int New - Talk Time • •

Calc Calls Rcvd Over - Count • • •

Int Calls Rcvd Over - Q Time •

Int Calls Rcvd Over - Q Time, Max •

Int Calls Rcvd Over - Ring Time •

Calc Calls Rcvd Over - Talk Time • • •

Int Calls Rcvd Over ACD - Count • •

Int Calls Rcvd Over ACD - Q Time •

Int Calls Rcvd Over ACD - Q Time, Max •

Int Calls Rcvd Over ACD - Ring Time • •

Int Calls Rcvd Over ACD - Talk Time • •

Int Calls Rcvd Over CTI - Count • •

Int Calls Rcvd Over CTI - Q Time •

Int Calls Rcvd Over CTI - Q Time, Max •

Int Calls Rcvd Over CTI - Ring Time • •

Int Calls Rcvd Over CTI - Talk Time • •

Calc Calls Rcvd Pri - Count • • •

Int Calls Rcvd Pri - Q Time •

Int Calls Rcvd Pri - Q Time, Max •

Int Calls Rcvd Pri - Ring Time •




Group

Call

Type Calc Calls Rcvd Pri - Talk Time • • •

Int Calls Rcvd Pri ACD - Count • •

Int Calls Rcvd Pri ACD - Q Time •

Int Calls Rcvd Pri ACD - Q Time, Max •

Int Calls Rcvd Pri ACD - Ring Time • •

Int Calls Rcvd Pri ACD - Talk Time • •

Int Calls Rcvd Pri CTI - Count • •

Int Calls Rcvd Pri CTI - Q Time •

Int Calls Rcvd Pri CTI - Q Time, Max •

Int Calls Rcvd Pri CTI - Ring Time • •

Int Calls Rcvd Pri CTI - Talk Time • •

Int Calls Rcvd Range 1 - Count • •









Int Calls Rcvd Range Last - Count • •

Int Calls Rcvd SDG Over - Count •

Int Calls Rcvd SDG Over - Talk Time •

Int Calls Rcvd SDG Pri - Count •

Int Calls Rcvd SDG Pri - Talk Time •

Int Calls Rcvd Threshold After - Count •

Int Calls Rcvd Threshold Within - Count •

Int Calls Re-queued Ringing ACD - Count •

Int Calls Re-queued Ringing ACD - Q Time •

Int Calls Re-queued Ringing ACD - Ring Time •

Int Calls Re-queued Ringing CTI - Count •

Int Calls Re-queued Ringing CTI - Q Time •

Int Calls Re-queued Ringing CTI - Ring Time •

Calc Calls Trans - Count • • •

Calc Calls Trans Placed - Count • • •

Int Calls Trans Placed Ext - Count • •

MMMMMMMM




Group

Call

Type Int Calls Trans Placed Int - Count • •

Calc Calls Trans Rcvd - Count • • •

Calc Calls Trans Rcvd - Time • •

Int Calls Trans No Annc Non-ACD/CTI Ext - Count • •

Int Calls Trans No Annc Non-ACD/CTI Int - Count • •

Int Calls Trans No Annc Over ACD - Count • •

Int Calls Trans No Annc Over CTI - Count • •

Int Calls Trans No Annc Pri ACD - Count • •

Int Calls Trans No Annc Pri CTI - Count • •

Int Calls Trans Non-ACD/CTI Ext - Count • •

Int Calls Trans Non-ACD/CTI Ext - Time • •

Int Calls Trans Non-ACD/CTI Int - Count • •

Int Calls Trans Non-ACD/CTI Int - Time • •

Int Calls Trans Over ACD - Count • •

Int Calls Trans Over ACD - Time • •

Int Calls Trans Over CTI - Count • •

Int Calls Trans Over CTI - Time • •

Int Calls Trans Pri ACD - Count • •

Int Calls Trans Pri ACD - Time • •

Int Calls Trans Pri CTI - Count • •

Int Calls Trans Pri CTI - Time • •

Calc Calls Unansw - Count •

Calc Calls Unansw - RingTime •

Int Calls Unansw Pri ACD - Count •

Int Calls Unansw Pri ACD - Ring Time •

Int Calls Unansw Pri CTI - Count •

Int Calls Unansw Pri CTI - Ring Time •

Int Calls Unansw Over ACD - Count •

Int Calls Unansw Over ACD - Ring Time •

Int Calls Unansw Over CTI - Count •

Int Calls Unansw Over CTI - Ring Time •

Calc Calls Wrap-Up ACD - Count • •

Calc Calls Wrap-Up ACD - Time • •

Calc Calls Wrap-Up ACD/CTI - Count • •

Calc Calls Wrap-Up ACD/CTI - Time • • •

Calc Calls Wrap-Up ACD/CTI - Time, Avg • • •




Group

Call

Type Calc Calls Wrap-Up ACD/CTI - Time, Pcnt • •

Calc Calls Wrap-Up and Work - Time • •

Calc Calls Wrap-Up and Work - Time, Pcnt • •

Calc Calls Wrap-Up CTI - Count • •

Calc Calls Wrap-Up CTI - Time • •

Calc Calls Wrap-Up Other - Time • •

Calc Calls Wrap-Up Other - Time, Pcnt •

Int Calls Wrap-Up Other Over ACD - Time • •

Int Calls Wrap-Up Other Over CTI - Time • •

Int Calls Wrap-Up Other Pri ACD - Time • •

Int Calls Wrap-Up Other Pri CTI - Time • •

Calc Calls Wrap-Up Over - Count • •

Calc Calls Wrap-Up Over - Time • • •

Int Calls Wrap-Up Over ACD - Count • •

Int Calls Wrap-Up Over ACD - Time • •

Int Calls Wrap-Up Over CTI - Count • •

Int Calls Wrap-Up Over CTI - Time • •

Calc Calls Wrap-Up Pri - Count • •

Calc Calls Wrap-Up Pri - Time • • •

Int Calls Wrap-Up Pri ACD - Count • •

Int Calls Wrap-Up Pri ACD - Time • •

Int Calls Wrap-Up Pri CTI - Count • •

Int Calls Wrap-Up Pri CTI - Time • •

Int State Available - Count • •

Int State Available - Time • •

Calc State Available - Time, Avg • •

Calc State Available - Time, Pcnt • •

Int State Not Ready - Count • •

Int State Not Ready - Time • •

Calc State Not Ready - Time, Pcnt •

Int State Online - Count • •

Int State Online - Count, Max •

Int State Online - Count, Min •

Int State Online - Time • •

Int State Other Line Off Hook - Time • •

Calc State Other Time • •

MMMMMMMM




Group

Call

Type Calc State Other Time - Pcnt • •

Int State Transitions - Count • •

Int State Transitions - Time • •

Int State Unavailable - Count • •

Int State Unavailable - Time • •

Calc State Unavailable - Time, Avg • •

Calc State Unavailable - Time, Pcnt • •

Int State Work - Count • •

Int State Work - Time • •

Calc State Work - Time, Avg • •

Calc State Work - Time, Pcnt • •

Int State Work Other - Time • •

Calc State Work Other - Time, Avg • •

Calc State Work Other - Time, Pcnt • •

MMMMMMMM



Appendix II

Statistic Rollup Types

Agent Statistic Rollup Types

Note that Max rollup data type is not supported in either release of Centergy and is equivalent to N/A. The statistics have been configured as Max in anticipation of supporting it.

Statistic Display Name Statistic SQL Name Centergy 1.3 Rollup Type

Centergy 1.2 Rollup Type

Agent Group Dirn AgentGroupDirn N/A N/A

Agent Group User Group AgentGroupUserGroup N/A N/A

Agent ID AgentId N/A N/A

Call Center CallCenter N/A N/A

Calls Aband - Count CallsAband Sum Sum

Calls Aband Ringing - Ring Time DurRingTimeAband Sum Sum

Calls Aband Ringing Over ACD - Ring Time

DurRingTimeAbandOverAcd Sum Sum

Calls Aband Ringing Over CTI - Count

DurRingTimeAbandOverCti Sum Sum

Calls Aband Ringing Pri ACD - Ring Time

DurRingTimeAbandPriAcd Sum Sum

Calls Aband Ringing Pri CTI - Ring Time

DurRingTimeAbandPriCti Sum Sum

Calls Conf - Time DurCallsConf Sum Sum

Calls Conf - Time, Avg AvgDurConfCall Weighted Avg Average

Calls Conf - Time, Pcnt PcntConf Weighted Avg Average

Calls Conf - Count CallsConf Sum Sum

Calls Conf Non-ACD/CTI - Count CallsConfReceived Sum Sum

Calls Conf Non-ACD/CTI - Time DurCallsConfReceived Sum Sum

Calls Conf Non-ACD/CTI Int - Count

CallsConfInternalRcvd Sum Sum

Calls Conf Non-ACD/CTI Int - Time

DurCallsConfInternalRcvd Sum Sum

Calls Conf Over ACD - Count CallsConfOverAcd Sum Sum

Calls Conf Over ACD - Time DurCallsConfOverAcd Sum Sum

Calls Conf Over CTI - Count CallsConfOverCti Sum Sum

Calls Conf Over CTI - Time DurCallsConfOverCti Sum Sum

Calls Conf Placed - Count CallsConfPlaced Sum Sum





Calls Conf Placed - Time DurCallsConfPlaced Sum Sum

Calls Conf Placed Ext - Count CallsConfExternalPlaced Sum Sum

Calls Conf Placed Ext - Time DurCallsConfExternalPlaced Sum Sum

Calls Conf Placed Int - Count CallsConfInternalPlaced Sum Sum

Calls Conf Placed Int - Time DurCallsConfInternalPlaced Sum Sum

Calls Conf Pri ACD - Count CallsConfPriAcd Sum Sum

Calls Conf Pri ACD - Time DurCallsConfPriAcd Sum Sum

Calls Conf Pri CTI - Count CallsConfPriCti Sum Sum

Calls Conf Pri CTI - Time DurCallsConfPriCti Sum Sum

Calls Consult - Time DurCallsConst Sum Sum

Calls Consult - Time, Avg AvgDurConstCall Weighted Avg Average

Calls Consult - Time, Pcnt PcntConst Weighted Avg Average

Calls Consult - Count CallsConst Sum Sum

Calls Consult Non-ACD/CTI - Count

CallsConstReceived Sum Sum

Calls Consult Non-ACD/CTI - Time DurCallsConstReceived Sum Sum

Calls Consult Non-ACD/CTI Ext - Count

CallsConstExternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Ext - Time

DurCallsConstExternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Int - Count

CallsConstInternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Int - Time

DurCallsConstInternalRcvd Sum Sum

Calls Consult Over ACD - Count CallsConstOverAcd Sum Sum

Calls Consult Over ACD - Time DurCallsConstOverAcd Sum Sum

Calls Consult Over CTI - Count CallsConstOverCti Sum Sum

Calls Consult Over CTI - Time DurCallsConstOverCti Sum Sum

Calls Consult Placed - Count CallsConstPlaced Sum Sum

Calls Consult Placed - Time DurCallsConstPlaced Sum Sum

Calls Consult Placed Ext - Count CallsConstExternalPlaced Sum Sum

Calls Consult Placed Ext - Time DurCallsConstExternalPlaced Sum Sum

Calls Consult Placed Int - Count CallsConstInternalPlaced Sum Sum

Calls Consult Placed Int - Time DurCallsConstInternalPlaced Sum Sum

Calls Consult Pri ACD - Count CallsConstPriAcd Sum Sum

Calls Consult Pri ACD - Time DurCallsConstPriAcd Sum Sum

Calls Consult Pri CTI - Count CallsConstPriCti Sum Sum

Calls Consult Pri CTI - Time DurCallsConstPriCti Sum Sum

Calls Customer Related ACD/CTI - Talk Time, Avg

AvgTalkTime Weighted Avg Average

MMMMMMMM





Calls Customer-Related - Count CallsCustomer Sum Sum

Calls Customer-Related - Talk Time

DurCallsCustomer Sum Sum

Calls Customer-Related - Talk Time, Pcnt

PcntTalkTime Weighted Avg Average

Calls Customer-Related Talk and Wrap-Up - Time

TalkAndWrapUpTime Sum Sum

Calls Customer-Related Talk and Wrap-Up - Time, Pcnt

PcntTalkAndWrapUpTime Weighted Avg Average

Calls Offered - Count (Agent) CallsOffered Sum Sum

Calls On Hold - Count CallsHold Sum Sum

Calls On Hold - Time DurCallsHold Sum Sum

Calls On Hold - Time, Avg AvgDurHold Weighted Avg Average

Calls On Hold - Time, Pcnt PcntHold Weighted Avg Average

Calls On Hold Non-ACD/CTI - Count

CallsHoldReceived Sum Sum

Calls On Hold Non-ACD/CTI - Time

DurCallsHoldReceived Sum Sum

Calls On Hold Non-ACD/CTI Ext - Count

CallsHoldExternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Ext Time

DurCallsHoldExternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Int - Count

CallsHoldInternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Int - Time

DurCallsHoldInternalRcvd Sum Sum

Calls On Hold Only - Count CallsHoldOnly Sum Sum

Calls On Hold Only - Time DurCallsHoldOnly Sum Sum

Calls On Hold Only - Time, Avg AvgDurHoldOnly Weighted Avg Average

Calls On Hold Only - Time, Pcnt PcntDurHoldOnly Weighted Avg Average

Calls On Hold Over ACD - Count CallsHoldOverAcd Sum Sum

Calls On Hold Over ACD - Time DurCallsHoldOverAcd Sum Sum

Calls On Hold Over CTI - Count CallsHoldOverCti Sum Sum

Calls On Hold Over CTI - Time DurCallsHoldOverCti Sum Sum

Calls On Hold Placed - Count CallsHoldPlaced Sum Sum

Calls On Hold Placed - Time DurCallsHoldPlaced Sum Sum

Calls On Hold Placed Ext - Count CallsHoldExternalPlaced Sum Sum

Calls On Hold Placed Ext - Time DurCallsHoldExternalPlaced Sum Sum

Calls On Hold Placed Int - Count CallsHoldInternalPlaced Sum Sum

Calls On Hold Placed Int - Time DurCallsHoldInternalPlaced Sum Sum

Calls On Hold Pri ACD - Count CallsHoldPriAcd Sum Sum





Calls On Hold Pri ACD - Time DurCallsHoldPriAcd Sum Sum

Calls On Hold Pri CTI - Count CallsHoldPriCti Sum Sum

Calls On Hold Pri CTI - Time DurCallsHoldPriCti Sum Sum

Calls Parked - Count (Agent and Agent Group)

CallsParked Sum Sum

Calls Parked Non-ACD/CTI - Int - Count

CallsParkedInternalRcvd Sum Sum

Calls Parked Non-ACD/CTI Ext - Count

CallsParkedExternalRcvd Sum Sum

Calls Parked over ACD - Count CallsParkedOverAcd Sum Sum

Calls Parked Over CTI - Count CallsParkedOverCti Sum Sum

Calls Parked Placed Ext - Count CallsParkedExternalPlaced Sum Sum

Calls Parked Placed Int - Count CallsParkedInternalPlaced Sum Sum

Calls Parked Pri ACD - Count CallsParkedPriAcd Sum Sum

Calls Parked Pri Cti - Count CallsParkedPriCti Sum Sum

Calls Picked Up - Count CallsPickedUp Sum Sum

Calls Placed Non-ACD/CTI - Count

CallsPlaced Sum Sum

Calls Placed Non-ACD/CTI - Time DurCallsPlaced Sum Sum

Calls Placed Non-ACD/CTI - Time, Avg

AvgDurCallsPlaced Weighted Avg Average

Calls Placed Non-ACD/CTI - Time, Pcnt

PcntCallsPlaced Weighted Avg Average

Calls Placed Non-ACD/CTI Ext - Count

CallsExternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Ext - Time

DurCallsExternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Ext - Time, Avg

AvgOutTalkTime Weighted Avg Average

Calls Placed Non-ACD/CTI Ext - Time, Pcnt

PcntExternalPlaced Weighted Avg Average

Calls Placed Non-ACD/CTI Ext New - Count

CallsExternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Ext New - Time

DurCallsExternalPlacedNew Sum Sum

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

AvgDurCallsExternalPlacedNew Weighted Avg Average

Calls Placed Non-ACD/CTI Ext New - Time, Pcnt

PcntDurCallsExternalPlacedNew Weighted Avg Average

Calls Placed Non-ACD/CTI Int - Count

CallsInternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Int - Time

DurCallsInternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Int CallsInternalPlacedNew Sum Sum

MMMMMMMM





New - Count

Calls Placed Non-ACD/CTI Int New - Time

DurCallsInternalPlacedNew Sum Sum

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

AvgDurCallsInternalPlacedNew Weighted Avg Average

Calls Placed/Rcvd Non/ACD/CTI - Count

DurCalls Sum Sum

Calls Placed/Rcvd Non-ACD/CTI - Count

Calls Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext - Count

CallsExternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext - Time

DurCallsExternal Sum Sum

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

AvgExternalTalkTime Weighted Avg Average

Calls Placed/Rcvd Non-ACD/CTI Ext - Time, Pcnt

PcntExternalTalkTime Weighted Avg Average

Calls Placed/Rcvd Non-ACD/CTI Ext New - Count

CallsExternalNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext New - Time

DurCallsExternalNew Sum Sum

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

AvgDurCallsExternalNew Weighted Avg Average

Calls Placed/Rcvd Non-ACD/CTI Int - Count

CallsInternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int - Time

DurCallsInternal Sum Sum

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

AvgInternalTalkTime Weighted Avg Average

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

PcntInternalTalkTime Weighted Avg Average

Calls Placed/Rcvd Non-ACD/CTI Int New - Count

CallsInternalNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int New - Time

DurCallsInternalNew Sum Sum

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

AvgDurCallsInternalNew Weighted Avg Average

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

PcntDurCallsInternalNew Weighted Avg Average

Calls Placed/Rcvd Non-ACD/CTI New - Count

CallsNonAcdNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI New - Time

DurCallsNonAcdNew Sum Sum

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

AvgDurCallsNonAcdNew Weighted Avg Average

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

PcntDurCallsNonAcdNew Weighted Avg Average





Calls Rcvd - Count CallsAnswAll Sum Sum

Calls Rcvd ACD - Count CallsAnswACD Sum Sum

Calls Rcvd ACD - Talk Time DurCallsAnswACD Sum Sum

Calls Rcvd ACD/CTI - Count (Agent Group)

CallsAnsw Sum Sum

Calls Rcvd ACD/CTI - Ring Time DurRingTimeAnsw Sum Sum

Calls Rcvd ACD/CTI - Talk Time DurCallsAnsw Sum Sum

Calls Rcvd ACD/CTI Talk and Wrap-Up - Time, Avg (Agent Group)

AvgTalkAndWrapUpTime Weighted Avg Average

Calls Rcvd CTI - Count CallsAnswCTI Sum Sum

Calls Rcvd CTI - Talk Time DurCallsAnswCTI Sum Sum

Calls Rcvd Non-ACD/ CTI Int - Count

CallsInternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI - Count CallsReceived Sum Sum

Calls Rcvd Non-ACD/CTI - Ring Time

DurRingTimeNonACD Sum Sum

Calls Rcvd Non-ACD/CTI - Time DurCallsReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Count

CallsExternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Ring Time

DurRingTimeExternalNonAcd Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Time

DurCallsExternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Time, Avg

AvgInTalkTime Weighted Avg Average

Calls Rcvd Non-ACD/CTI Ext - Time, Pcnt

PcntExternalReceived Weighted Avg Average

Calls Rcvd Non-ACD/CTI Int - Ring Time

DurRingTimeInternalNonAcd Sum Sum

Calls Rcvd Non-ACD/CTI Int - Time

DurCallsInternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Int New - Count

CallsInternalReceivedNew Sum Sum

Calls Rcvd Non-ACD/CTI Int New - Time

DurCallsInternalReceivedNew Sum Sum

Calls Rcvd Over - Count CallsAnswOver Sum Sum

Calls Rcvd Over - Talk Time DurCallsAnswOver Sum Sum

Calls Rcvd Over ACD - Count CallsAnswOverAcd Sum Sum

Calls Rcvd Over ACD - Ring Time DurRingTimeAnswOverAcd Sum Sum

Calls Rcvd Over ACD - Talk Time DurCallsAnswOverAcd Sum Sum

Calls Rcvd Over CTI - Count CallsAnswOverCti Sum Sum

Calls Rcvd Over CTI - Ring Time DurRingTimeAnswOverCti Sum Sum

MMMMMMMM





Calls Rcvd Over CTI - Talk Time DurCallsAnswOverCti Sum Sum

Calls Rcvd Pri - Count CallsAnswPri Sum Sum

Calls Rcvd Pri - Talk Time DurCallsAnswPri Sum Sum

Calls Rcvd Pri ACD - Count CallsAnswPriAcd Sum Sum

Calls Rcvd Pri ACD - Ring Time DurRingTimeAnswPriAcd Sum Sum

Calls Rcvd Pri ACD - Talk Time DurCallsAnswPriAcd Sum Sum

Calls Rcvd Pri CTI - Count CallsAnswPriCti Sum Sum

Calls Rcvd Pri CTI - Ring Time DurRingTimeAnswPriCti Sum Sum

Calls Rcvd Pri CTI - Talk Time DurCallsAnswPriCti Sum Sum

Calls Rcvd Threshold After - Count

CallsAnswAfterThres Sum Sum

Calls Rcvd Threshold Within - Count

CallsAnswWithinThres Sum Sum

Calls Trans- Count CallsTrans Sum Sum

Calls Trans No Annc Non-ACD/CTI Ext - Count

CallsTransUnanncExternalRcvd Sum Sum

Calls Trans No Annc Non-ACD/CTI Int - Count

CallsTransUnanncInternalRcvd Sum Sum

Calls Trans No Annc Over ACD - Count

CallsTransUnanncOverAcd Sum Sum

Calls Trans No Annc Over CTI - Count

CallsTransUnanncOverCti Sum Sum

Calls Trans No Annc Pri ACD - Count

CallsTransUnanncPriAcd Sum Sum

Calls Trans No Annc Pri CTI - Count

CallsTransUnanncPriCti Sum Sum

Calls Trans Non-ACD/CTI Ext - Count

CallsTransExternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Ext - Time

DurCallsTransExternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Int - Count

CallsTransInternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Int - Time

DurCallsTransInternalRcvd Sum Sum

Calls Trans Over ACD - Count CallsTransOverAcd Sum Sum

Calls Trans Over ACD - Time DurCallsTransOverAcd Sum Sum

Calls Trans Over CTI - Count CallsTransOverCti Sum Sum

Calls Trans Over CTI - Time DurCallsTransOverCti Sum Sum

Calls Trans Placed - Count (Agent and Agent Group)

CallsTransPlaced Sum Sum

Calls Trans Placed Ext - Count CallsTransExternalPlaced Sum Sum

Calls Trans Placed Int - Count CallsTransInternalPlaced Sum Sum

Calls Trans Pri ACD - Count CallsTransPriAcd Sum Sum





Calls Trans Pri ACD - Time DurCallsTransPriAcd Sum Sum

Calls Trans Pri CTI - Count CallsTransPriCti Sum Sum

Calls Trans Pri CTI - Time DurCallsTransPriCti Sum Sum

Calls Trans Rcvd - Count (Agent, AgentGroup)

CallsTransReceived Sum Sum

Calls Trans Rcvd - Time DurCallsTransReceived Sum Sum

Calls Unanswered - Count CallsUnansw Sum Sum

Calls Unanswered - Ring Time DurRingTimeUnansw Sum Sum

Calls Unanswered Over ACD - Count

CallsUnanswOverAcd Sum Sum

Calls Unanswered Over ACD - Ring Time

DurRingTimeUnanswOverAcd Sum Sum

Calls Unanswered Over CTI - Count

CallsUnanswOverCti Sum Sum

Calls Unanswered Over CTI - Ring Time

DurRingTimeUnanswOverCti Sum Sum

Calls Unanswered Pri ACD - Count

CallsUnanswPriAcd Sum Sum

Calls Unanswered Pri ACD - Ring Time

DurRingTimeUnanswPriAcd Sum Sum

Calls Unanswered Pri CTI - Count CallsUnanswPriCti Sum Sum

Calls Unanswered Pri CTI - Ring Time

DurRingTimeUnanswPriCti Sum Sum

Calls Wrap-Up Acd - Count SessionsWrapUpACD Sum Sum

Calls Wrap-Up ACD - Time DurSessionsWrapUpACD Sum Sum

Calls Wrap-Up ACD/CTI - Time DurSessionsWrapUp Sum Sum

Calls Wrap-Up ACD/CTI - Time, Avg

AvgWrapUpTime Weighted Avg Average

Calls Wrap-Up ACD/CTI - Time, Pcnt

PcntWrapUpTime Weighted Avg Average

Calls Wrap-Up and Work - Time WorkAndWrapUp Average Average

Calls Wrap-Up and Work - Time, Pcnt

PcntWorkAndWrapUp Weighted Avg Average

Calls Wrap-Up CTI - Count SessionsWrapUpCTI Sum Sum

Calls Wrap-Up CTI - Time DurSessionsWrapUpCTI Sum Sum

Calls Wrap-Up Other - Time DurSessionsWrapUpOther Sum Sum

Calls Wrap-Up Other - Time, Pcnt PcntWrapUpOther Weighted Avg Average

Calls Wrap-Up Other Over ACD - Time

DurSessionsWrapUpOtherOverAcd Sum Sum

Calls Wrap-Up Other Over CTI - Time

DurSessionsWrapUpOtherOverCti Sum Sum

Calls Wrap-Up Other Pri ACD - Time

DurSessionsWrapUpOtherPriAcd Sum Sum

MMMMMMMM





Calls Wrap-Up Other Pri CTI - Time

DurSessionsWrapUpOtherPriCti Sum Sum

Calls Wrap-Up Over - Count SessionsWrapUpOver Sum Sum

Calls Wrap-Up Over - Time DurSessionsWrapUpOver Sum Sum

Calls Wrap-Up Over ACD - Count SessionsWrapUpOverAcd Sum Sum

Calls Wrap-Up Over ACD - Time DurSessionsWrapUpOverAcd Sum Sum

Calls Wrap-Up Over CTI - Count SessionsWrapUpOverCti Sum Sum

Calls Wrap-Up Over CTI - Time DurSessionsWrapUpOverCti Sum Sum

Calls Wrap-Up Pri - Time DurSessionsWrapUpPri Sum Sum

Calls Wrap-Up Pri ACD - Count SessionsWrapUpPriAcd Sum Sum

Calls Wrap-Up Pri ACD - Time DurSessionsWrapUpPriAcd Sum Sum

Calls Wrap-Up Pri CTI - Count SessionsWrapUpPriCti Sum Sum

Calls Wrap-Up Pri CTI - Time DurSessionsWrapUpPriCti Sum Sum

CallsAnswOverAcdStart CallsAnswOverAcdStart N/A N/A

CallsAnswOverCtiStart CallsAnswOverCtiStart N/A N/A

CallsAnswPriAcdStart CallsAnswPriAcdStart N/A N/A

CallsAnswPriCtiStart CallsAnswPriCtiStart N/A N/A

CallsAnswStart CallsAnswStart N/A N/A

CallsConfExternalPlacedStart CallsConfExternalPlacedStart N/A N/A

CallsConfInternalPlacedStart CallsConfInternalPlacedStart N/A N/A

CallsConfInternalRcvdStart CallsConfInternalRcvdStart N/A N/A

CallsConfOverAcdStart CallsConfOverAcdStart N/A N/A

CallsConfOverCtiStart CallsConfOverCtiStart N/A N/A

CallsConfPlacedStart CallsConfPlacedStart N/A N/A

CallsConfPriAcdStart CallsConfPriAcdStart N/A N/A

CallsConfPriCtiStart CallsConfPriCtiStart N/A N/A

CallsConfReceivedStart CallsConfReceivedStart N/A N/A

CallsConfStart CallsConfStart N/A N/A

CallsConstExternalPlacedStart CallsConstExternalPlacedStart N/A N/A

CallsConstExternalRcvdStart CallsConstExternalRcvdStart N/A N/A

CallsConstInternalPlacedStart CallsConstInternalPlacedStart N/A N/A

CallsConstInternalRcvdStart CallsConstInternalRcvdStart N/A N/A

CallsConstOverAcdStart CallsConstOverAcdStart N/A N/A

CallsConstOverCtiStart CallsConstOverCtiStart N/A N/A

CallsConstPlacedStart CallsConstPlacedStart N/A N/A

CallsConstPriAcdStart CallsConstPriAcdStart N/A N/A

CallsConstPriCtiStart CallsConstPriCtiStart N/A N/A

CallsConstReceivedStart CallsConstReceivedStart N/A N/A





CallsConstStart CallsConstStart N/A N/A

CallsCustomerStart CallsCustomerStart N/A N/A

CallsExternalNewStart CallsExternalNewStart N/A N/A

CallsExternalPlacedNewStart CallsExternalPlacedNewStart N/A N/A

CallsExternalPlacedStart CallsExternalPlacedStart N/A N/A

CallsExternalReceivedStart CallsExternalReceivedStart N/A N/A

CallsExternalStart CallsExternalStart N/A N/A

CallsHoldExternalPlacedStart CallsHoldExternalPlacedStart N/A N/A

CallsHoldExternalRcvdStart CallsHoldExternalRcvdStart N/A N/A

CallsHoldInternalPlacedStart CallsHoldInternalPlacedStart N/A N/A

CallsHoldInternalRcvdStart CallsHoldInternalRcvdStart N/A N/A

CallsHoldOnlyStart CallsHoldOnlyStart N/A N/A

CallsHoldOverAcdStart CallsHoldOverAcdStart N/A N/A

CallsHoldOverCtiStart CallsHoldOverCtiStart N/A N/A

CallsHoldPlacedStart CallsHoldPlacedStart N/A N/A

CallsHoldPriAcdStart CallsHoldPriAcdStart N/A N/A

CallsHoldPriCtiStart CallsHoldPriCtiStart N/A N/A

CallsHoldReceivedStart CallsHoldReceivedStart N/A N/A

CallsHoldStart CallsHoldStart N/A N/A

CallsInternalNewStart CallsInternalNewStart N/A N/A

CallsInternalPlacedNewStart CallsInternalPlacedNewStart N/A N/A

CallsInternalPlacedStart CallsInternalPlacedStart N/A N/A

CallsInternalReceivedNewStart CallsInternalReceivedNewStart N/A N/A

CallsInternalReceivedStart CallsInternalReceivedStart N/A N/A

CallsNonAcdNewStart CallsNonAcdNewStart N/A N/A

CallsPlacedStart CallsPlacedStart N/A N/A

CallsTransExternalRcvdStart CallsTransExternalRcvdStart N/A N/A

CallsTransInternalRcvdStart CallsTransInternalRcvdStart N/A N/A

CallsTransOverAcdStart CallsTransOverAcdStart N/A N/A

CallsTransOverCtiStart CallsTransOverCtiStart N/A N/A

CallsTransPriAcdStart CallsTransPriAcdStart N/A N/A

CallsTransPriCtiStart CallsTransPriCtiStart N/A N/A

Occupancy Rate OccupancyRate Average Average

Service Level - Agent ServiceLevel Average Average

Sessions Wrap Up Pri - Count SessionsWrapUpPri Sum Sum

Sessions Wrap-Up ACD/CTI - Count

SessionsWrapUp Sum Sum

SessionsAvailStart SessionsAvailStart N/A N/A

MMMMMMMM





SessionsNotReadyStart SessionsNotReadyStart N/A N/A

SessionsOnlineStart SessionsOnlineStart N/A N/A

SessionsUnavailStart SessionsUnavailStart N/A N/A

SessionsWorkStart SessionsWorkStart N/A N/A

SessionsWrapUpOverAcdStart SessionsWrapUpOverAcdStart N/A N/A

SessionsWrapUpOverCtiStart SessionsWrapUpOverCtiStart N/A N/A

SessionsWrapUpPriAcdStart SessionsWrapUpPriAcdStart N/A N/A

SessionsWrapUpPriCtiStart SessionsWrapUpPriCtiStart N/A N/A

SessionsWrapUpStart SessionsWrapUpStart N/A N/A

State Available - Count SessionsAvail Sum Sum

State Available - Time DurSessionsAvail Sum Sum

State Available - Time, Avg AvgDurAvail Weighted Avg Average

State Available - Time, Pcnt PcntAvail Weighted Avg Average

State Not Ready - Count SessionsNotReady Sum Sum

State Not Ready - Time DurSessionsNotReady Sum Sum

State Not Ready - Time, Pcnt PcntNotReady Weighted Avg Average

State Online - Count SessionsOnline Sum Sum

State Online - Time DurSessionsOnline Sum Sum

State Other - Time OtherTime Sum Sum

State Other Line Off Hook - Time DurSessionsOtherLineOffHook Sum Sum

State Other Time - Pcnt PcntOtherTime Weighted Avg Average

State Transitions - Count SessionsTransition Sum Sum

State Transitions - Time DurSessionsTransition Sum Sum

State Unavailable - Count SessionsUnavail Sum Sum

State Unavailable - Time, Avg AvgDurUnavail Weighted Avg Average

State Unavailable - Time, Pcnt PcntUnavail Weighted Avg Average

State Unvailable - Time DurSessionsUnavail Sum Sum

State Work - Count SessionsWork Sum Sum

State Work - Time DurSessionsWork Sum Sum

State Work - Time, Avg AvgDurWork Weighted Avg Average

State Work - Time, Pcnt PcntWork Weighted Avg Average

State Work Other - Time DurSessionsWorkOther Sum Sum

State Work Other - Time, Avg AvgDurWorkOther Weighted Avg Average

State Work Other - Time, Pcnt PcntWorkOther Weighted Avg Average

Utilization, Pcnt PcntUtil Weighted Avg Average

CurState Sum Sum

CurStateDur Sum Sum





CurAgentCallDigits N/A N/A

ExternalInOut Sum Sum

ExternalTalkTime Sum Sum

InternalInOut Sum Sum

Agent Group Statistic Rollup Types

Note that Max rollup data type is not supported in either release of Centergy and is equivalent to N/A. The statistics have been configured as Max in anticipation of supporting it.



Agent Group Dirn AgentGroupDirn N/A N/A

Agent Group User Group AgentGroupUserGroup N/A N/A

Avg Speed Of Answer (Agent Group)

AvgSpeedOfAnsw Weighted Avg Average



Calls Aband In Q - Count (Agent Group)

TotalAbandInQ Sum Sum

Calls Aband In Q - Q Time QDurCallsAbandInQ Average Average

Calls Aband In Q ACD - Count CallsAbandInQACD Sum Sum

Calls Aband In Q CTI - Count CallsAbandInQCTI Sum Sum

Calls Aband In Q Over - Count CallsAbandInQOver Sum Sum

Calls Aband In Q Over ACD - Count

CallsAbandInQOverAcd Sum Sum

Calls Aband In Q Over ACD - Q Time

QDurCallsAbandInQOverAcd Sum Sum

Calls Aband In Q Over ACD - Q Time, Max

LongQDurCallsAbandInQOverAcd Max Max

Calls Aband In Q Over CTI - Count

CallsAbandInQOverCti Sum Sum

Calls Aband In Q Over CTI - Q Time

QDurCallsAbandInQOverCti Sum Sum

Calls Aband In Q Over CTI - Q Time, Max

LongQDurCallsAbandInQOverCti Max Max

Calls Aband In Q Pri - Count CallsAbandInQPri Sum Sum

Calls Aband In Q Pri ACD - Count

CallsAbandInQPriAcd Sum Sum

MMMMMMMM





Calls Aband In Q Pri ACD - Q Time

QDurCallsAbandInQPriAcd Sum Sum

Calls Aband In Q Pri ACD - Q Time, Max

LongQDurCallsAbandInQPriAcd Max Max

Calls Aband In Q Pri CTI - Q Time

QDurCallsAbandInQPriCti Sum Sum

Calls Aband In Q Pri CTI - Q Time, Max

LongQDurCallsAbandInQPriCti Max Max

Calls Aband Range 1 - Count CallsAbandRange1 Sum Sum









Calls Aband Range Last - Count CallsAbandRangeX Sum Sum

Calls Aband Ringing - Count CallsAbandRinging Sum Sum


Calls Aband Ringing ACD - Count

CallsAbandRingingACD Sum Sum

Calls Aband Ringing ACD - Ring Time

DurRingTimeAbandACD Sum Sum

Calls Aband Ringing CTI - Count CallsAbandRingingCTI Sum Sum

Calls Aband Ringing CTI - Ring Time

DurRingTimeAbandCTI Sum Sum

Calls Aband Ringing Over ACD - Count

CallsAbandRingingOverAcd Sum Sum

Calls Aband Ringing Over ACD - Q Time

QDurCallsAbandRingingOverAcd Sum Sum

Calls Aband Ringing Over ACD - Q Time, Max

LongQDurCallsAbandRingOverAcd Max Max

Calls Aband Ringing Over ACD - Ring Time

DurRingTimeAbandOverAcd Sum Sum


CallsAbandRingingOverCti Sum Sum


DurRingTimeAbandOverCti Sum Sum

Calls Aband Ringing Over CTI - Q Time

QDurCallsAbandRingingOverCti Sum Sum

Calls Aband Ringing Over CTI - Q Time, Max

LongQDurCallsAbandRingOverCti Max Max





Calls Aband Ringing Pri Acd - Count

CallsAbandRingingPriAcd Sum Sum

Calls Aband Ringing Pri ACD - Q Time

QDurCallsAbandRingingPriAcd Sum Sum

Calls Aband Ringing Pri ACD - Q Time, Max

LongQDurCallsAbandRingPriAcd Max Max

Calls Aband Ringing Pri ACD - Ring Time

DurRingTimeAbandPriAcd Sum Sum

Calls Aband Ringing Pri Cti - Count

CallsAbandRingingPriCti Sum Sum

Calls Aband Ringing Pri Cti - Q Time

QDurCallsAbandRingingPriCti Sum Sum

Calls Aband Ringing Pri CTI - Q Time, Max

LongQDurCallsAbandRingPriCti Max Max

Calls Aband Ringing Pri CTI - Ring Time

DurRingTimeAbandPriCti Sum Sum

Calls Aband Short - Count CallsAbandShort Sum Sum

Calls Aband Short ACD - Count CallsAbandShortAcd Sum Sum

Calls Aband Short Cti - Count CallsAbandShortCti Sum Sum

Calls Aband Threshold After - Count

CallsAbandAfterThres Sum Sum

Calls Aband Threshold Within - Count

CallsAbandWithinThres Sum Sum

Calls Aborted No Agents CTI - Count

CallsAbortNoAgentsCti Sum Sum

Calls Aborted No Agents CTI - Q Time

QDurCallsAbortNoAgentsCti Sum Sum

Calls Conf - Time DurCallsConf Sum Sum

Calls Conf - Time, Avg AvgDurConfCall Weighted Avg Average

Calls Conf - Time, Pcnt PcntConf Weighted Avg Average

Calls Conf - Count CallsConf Sum Sum

Calls Conf Non-ACD/CTI - Count CallsConfReceived Sum Sum

Calls Conf Non-ACD/CTI - Time DurCallsConfReceived Sum Sum

Calls Conf Non-ACD/CTI Int - Count

CallsConfInternalRcvd Sum Sum

Calls Conf Non-ACD/CTI Int - Time

DurCallsConfInternalRcvd Sum Sum

Calls Conf Over ACD - Count CallsConfOverAcd Sum Sum

Calls Conf Over ACD - Time DurCallsConfOverAcd Sum Sum

Calls Conf Over CTI - Count CallsConfOverCti Sum Sum

Calls Conf Over CTI - Time DurCallsConfOverCti Sum Sum

Calls Conf Placed - Count CallsConfPlaced Sum Sum

Calls Conf Placed - Time DurCallsConfPlaced Sum Sum

MMMMMMMM





Calls Conf Placed Ext - Count CallsConfExternalPlaced Sum Sum

Calls Conf Placed Ext - Time DurCallsConfExternalPlaced Sum Sum

Calls Conf Placed Int - Count CallsConfInternalPlaced Sum Sum

Calls Conf Placed Int - Time DurCallsConfInternalPlaced Sum Sum

Calls Conf Pri ACD - Count CallsConfPriAcd Sum Sum

Calls Conf Pri ACD - Time DurCallsConfPriAcd Sum Sum

Calls Conf Pri CTI - Count CallsConfPriCti Sum Sum

Calls Conf Pri CTI - Time DurCallsConfPriCti Sum Sum

Calls Consult - Time DurCallsConst Sum Sum

Calls Consult - Time, Avg AvgDurConstCall Weighted Avg Average

Calls Consult - Time, Pcnt PcntConst Weighted Avg Average

Calls Consult - Count CallsConst Sum Sum

Calls Consult Non-ACD/CTI - Count

CallsConstReceived Sum Sum

Calls Consult Non-ACD/CTI - Time

DurCallsConstReceived Sum Sum

Calls Consult Non-ACD/CTI Ext - Count

CallsConstExternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Ext - Time

DurCallsConstExternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Int - Count

CallsConstInternalRcvd Sum Sum

Calls Consult Non-ACD/CTI Int - Time

DurCallsConstInternalRcvd Sum Sum

Calls Consult Over ACD - Count CallsConstOverAcd Sum Sum

Calls Consult Over ACD - Time DurCallsConstOverAcd Sum Sum

Calls Consult Over CTI - Count CallsConstOverCti Sum Sum

Calls Consult Over CTI - Time DurCallsConstOverCti Sum Sum

Calls Consult Placed - Count CallsConstPlaced Sum Sum

Calls Consult Placed - Time DurCallsConstPlaced Sum Sum

Calls Consult Placed Ext - Count CallsConstExternalPlaced Sum Sum

Calls Consult Placed Ext - Time DurCallsConstExternalPlaced Sum Sum

Calls Consult Placed Int - Count CallsConstInternalPlaced Sum Sum

Calls Consult Placed Int - Time DurCallsConstInternalPlaced Sum Sum

Calls Consult Pri ACD - Count CallsConstPriAcd Sum Sum

Calls Consult Pri ACD - Time DurCallsConstPriAcd Sum Sum

Calls Consult Pri CTI - Count CallsConstPriCti Sum Sum

Calls Consult Pri CTI - Time DurCallsConstPriCti Sum Sum







Calls Customer-Related - Count CallsCustomer Sum Sum

Calls Customer-Related - Talk Time

DurCallsCustomer Sum Sum

Calls Customer-Related - Talk Time, Pcnt

PcntTalkTime Weighted Avg Average

Calls Customer-Related Talk and Wrap-Up - Time

TalkAndWrapUpTime Sum Sum

Calls Customer-Related Talk and Wrap-Up - Time, Pcnt

PcntTalkAndWrapUpTime Weighted Avg Average

Calls De-queued - Count CallsDeQ Sum Sum

Calls De-queued ACD - Count CallsDeQAcd Sum Sum

Calls De-queued ACD - Q Time QDurCallsDeQAcd Sum Sum

Calls De-queued CTI - Count CallsDeQCti Sum Sum

Calls De-queued CTI - Q Time QDurCallsDeQCti Sum Sum

Calls De-queued Over ACD - Count

CallsDeQOverAcd Sum Sum

Calls De-queued Over ACD - Q Time

QDurCallsDeQOverAcd Sum Sum

Calls De-queued Over ACD - Q Time, Max

LongQDurCallsDeQOverAcd Max Max

Calls De-queued Over CTI - Count

CallsDeQOverCti Sum Sum

Calls De-queued Over CTI - Q Time

QDurCallsDeQOverCti Sum Sum

Calls De-queued Over CTI - Q Time, Max

LongQDurCallsDeQOverCti Max Max

Calls De-queued Pri ACD - Count

CallsDeQPriAcd Sum Sum

Calls De-queued Pri ACD - Q Time

QDurCallsDeQPriAcd Sum Sum

Calls De-queued Pri ACD - Q Time, Max

LongQDurCallsDeQPriAcd Max Max

Calls De-queued Pri CTI - Count CallsDeQPriCti Sum Sum

Calls De-queued Pri CTI - Count QDurCallsDeQPriCti Sum Sum

Calls De-queued Pri CTI - Q Time, Max

LongQDurCallsDeQPriCti Max Max

Calls De-queued - Q Time QDurCallsDeQ Sum Sum

Calls Offered - Count (Agent Group)

CallsOffered Sum Sum

Calls On Hold - Count CallsHold Sum Sum

Calls On Hold - Time DurCallsHold Sum Sum

Calls On Hold - Time, Avg AvgDurHold Weighted Avg Average

Calls On Hold - Time, Pcnt PcntHold Weighted Avg Average

MMMMMMMM





Calls On Hold Non-ACD/CTI - Count

CallsHoldReceived Sum Sum

Calls On Hold Non-ACD/CTI - Time

DurCallsHoldReceived Sum Sum

Calls On Hold Non-ACD/CTI Ext - Count

CallsHoldExternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Ext Time

DurCallsHoldExternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Int - Count

CallsHoldInternalRcvd Sum Sum

Calls On Hold Non-ACD/CTI Int - Time

DurCallsHoldInternalRcvd Sum Sum

Calls On Hold Only - Count CallsHoldOnly Sum Sum

Calls On Hold Only - Time DurCallsHoldOnly Sum Sum

Calls On Hold Only - Time, Avg AvgDurHoldOnly Weighted Avg Average

Calls On Hold Only - Time, Pcnt PcntDurHoldOnly Weighted Avg Average

Calls On Hold Over ACD - Count CallsHoldOverAcd Sum Sum

Calls On Hold Over ACD - Time DurCallsHoldOverAcd Sum Sum

Calls On Hold Over CTI - Count CallsHoldOverCti Sum Sum

Calls On Hold Over CTI - Time DurCallsHoldOverCti Sum Sum

Calls On Hold Placed - Count CallsHoldPlaced Sum Sum

Calls On Hold Placed - Time DurCallsHoldPlaced Sum Sum

Calls On Hold Placed Ext - Count CallsHoldExternalPlaced Sum Sum

Calls On Hold Placed Ext - Time DurCallsHoldExternalPlaced Sum Sum

Calls On Hold Placed Int - Count CallsHoldInternalPlaced Sum Sum

Calls On Hold Placed Int - Time DurCallsHoldInternalPlaced Sum Sum

Calls On Hold Pri ACD - Count CallsHoldPriAcd Sum Sum

Calls On Hold Pri ACD - Time DurCallsHoldPriAcd Sum Sum

Calls On Hold Pri CTI - Count CallsHoldPriCti Sum Sum

Calls On Hold Pri CTI - Time DurCallsHoldPriCti Sum Sum

Calls Parked - Count (Agent and Agent Group)

CallsParked Sum Sum

Calls Parked Non-ACD/CTI - Int - Count

CallsParkedInternalRcvd Sum Sum

Calls Parked Non-ACD/CTI Ext - Count

CallsParkedExternalRcvd Sum Sum

Calls Parked over ACD - Count CallsParkedOverAcd Sum Sum

Calls Parked Over CTI - Count CallsParkedOverCti Sum Sum

Calls Parked Placed Ext - Count CallsParkedExternalPlaced Sum Sum

Calls Parked Placed Int - Count CallsParkedInternalPlaced Sum Sum

Calls Parked Pri ACD - Count CallsParkedPriAcd Sum Sum





Calls Parked Pri CTI - Count CallsParkedPriCti Sum Sum

Calls Picked Up - Count CallsPickedUp Sum Sum

Calls Placed Non-ACD/CTI - Count

CallsPlaced Sum Sum

Calls Placed Non-ACD/CTI - Time

DurCallsPlaced Sum Sum

Calls Placed Non-ACD/CTI - Time, Avg

AvgDurCallsPlaced Weighted Avg Average

Calls Placed Non-ACD/CTI - Time, Pcnt

PcntCallsPlaced Weighted Avg Average

Calls Placed Non-ACD/CTI Ext - Count

CallsExternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Ext - Time

DurCallsExternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Ext - Time, Avg

AvgOutTalkTime Weighted Avg Average

Calls Placed Non-ACD/CTI Ext New - Count

CallsExternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Ext New - Time

DurCallsExternalPlacedNew Sum Sum

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

AvgDurCallsExternalPlacedNew Weighted Avg Average

Calls Placed Non-ACD/CTI Ext New - Time, Pcnt

PcntDurCallsExternalPlacedNew Weighted Avg Average

Calls Placed Non-ACD/CTI Int - Count

CallsInternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Int - Time

DurCallsInternalPlaced Sum Sum

Calls Placed Non-ACD/CTI Int New - Count

CallsInternalPlacedNew Sum Sum

Calls Placed Non-ACD/CTI Int New - Time

DurCallsInternalPlacedNew Sum Sum

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

AvgDurCallsInternalPlacedNew Weighted Avg Average

Calls Placed/Rcvd Non/ACD/CTI - Count

DurCalls Sum Sum

Calls Placed/Rcvd Non-ACD/CTI - Count

Calls Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext - Count

CallsExternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext - Time

DurCallsExternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext New - Count

CallsExternalNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Ext New - Time

DurCallsExternalNew Sum Sum

MMMMMMMM





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

AvgDurCallsExternalNew Weighted Avg Average

Calls Placed/Rcvd Non-ACD/CTI Int - Count

CallsInternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int - Time

DurCallsInternal Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int New - Count

CallsInternalNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI Int New - Time

DurCallsInternalNew Sum Sum

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

AvgDurCallsInternalNew Weighted Avg Average

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

PcntDurCallsInternalNew Weighted Avg Average

Calls Placed/Rcvd Non-ACD/CTI New - Count

CallsNonAcdNew Sum Sum

Calls Placed/Rcvd Non-ACD/CTI New - Time

DurCallsNonAcdNew Sum Sum

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

AvgDurCallsNonAcdNew Weighted Avg Average

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

PcntDurCallsNonAcdNew Weighted Avg Average

Calls Queued - Count (Agent Group)

CallsQ Sum Sum

Calls Queued - Q Time, Avg AvgTimeInQAllCalls Weighted Avg Average

Calls Queued Over ACD - Count CallsQOverAcd Sum Sum

Calls Queued Over ACD - Count, Max

MaxCallsQOverAcd Max Max

Calls Queued Over CTI - Count CallsQOverCti Sum Sum

Calls Queued Over CTI - Count, Max

MaxCallsQOverCti Max Max

Calls Queued Pri ACD - Count CallsQPriAcd Sum Sum

Calls Queued Pri ACD - Count, Max

MaxCallsQPriAcd Max Max

Calls Queued Pri CTI - Count CallsQPriCti Sum Sum

Calls Queued Pri CTI - Count, Max

MaxCallsQPriCti Max Max

Calls Rcvd - Count CallsAnswAll Sum Average

Calls Rcvd ACD - Count CallsAnswACD Sum Sum

Calls Rcvd ACD - Talk Time DurCallsAnswACD Sum Sum

Calls Rcvd ACD/CTI - Count (Agent Group)

CallsAnsw Sum Sum

Calls Rcvd ACD/CTI - Q Time AvgQDur Weighted Avg Average

Calls Rcvd ACD/CTI - Q Time QDurCallsAnsw Sum Sum





Calls Rcvd ACD/CTI - Ring Time DurRingTimeAnsw Sum Sum


Calls Rcvd ACD/CTI Talk and Wrap-Up - Time, Avg (Agent Group)


Calls Rcvd CTI - Count CallsAnswCTI Sum Sum

Calls Rcvd CTI - Talk Time DurCallsAnswCTI Sum Sum

Calls Rcvd Non-ACD/ CTI Int - Count

CallsInternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI - Count CallsReceived Sum Sum

Calls Rcvd Non-ACD/CTI - Ring Time

DurRingTimeNonACD Sum Sum

Calls Rcvd Non-ACD/CTI - Time DurCallsReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Count

CallsExternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Ring Time

DurRingTimeExternalNonAcd Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Time

DurCallsExternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Ext - Time, Avg

AvgInTalkTime Weighted Avg Average

Calls Rcvd Non-ACD/CTI Int - Ring Time

DurRingTimeInternalNonAcd Sum Sum

Calls Rcvd Non-ACD/CTI Int - Time

DurCallsInternalReceived Sum Sum

Calls Rcvd Non-ACD/CTI Int New - Count

CallsInternalReceivedNew Sum Sum

Calls Rcvd Non-ACD/CTI Int New - Time

DurCallsInternalReceivedNew Sum Sum



Calls Rcvd Over ACD - Count CallsAnswOverAcd Sum Sum

Calls Rcvd Over ACD - Q Time QDurCallsAnswOverAcd Sum Sum

Calls Rcvd Over ACD - Q Time, Max

LongQDurCallsAnswOverAcd Max Max

Calls Rcvd Over ACD - Ring Time

DurRingTimeAnswOverAcd Sum Sum

Calls Rcvd Over ACD - Talk Time

DurCallsAnswOverAcd Sum Sum

Calls Rcvd Over CTI - Count CallsAnswOverCti Sum Sum

Calls Rcvd Over CTI - Q Time QDurCallsAnswOverCti Sum Sum

Calls Rcvd Over CTI - Q Time, Max

LongQDurCallsAnswOverCti Max Max

Calls Rcvd Over CTI - Ring Time DurRingTimeAnswOverCti Sum Sum

MMMMMMMM





Calls Rcvd Over CTI - Talk Time DurCallsAnswOverCti Sum Sum

Calls Rcvd Pri - Count CallsAnswPRI Sum Sum


Calls Rcvd Pri ACD - Count CallsAnswPriAcd Sum Sum

Calls Rcvd Pri ACD - Q Time QDurCallsAnswPriAcd Sum Sum

Calls Rcvd Pri ACD - Q Time, Max

LongQDurCallsAnswPriAcd Max Max

Calls Rcvd Pri ACD - Ring Time DurRingTimeAnswPriAcd Sum Sum

Calls Rcvd Pri ACD - Talk Time DurCallsAnswPriAcd Sum Sum

Calls Rcvd Pri CTI - Count CallsAnswPriCti Sum Sum

Calls Rcvd Pri CTI - Q Time QDurCallsAnswPriCti Sum Sum

Calls Rcvd Pri CTI - Q Time, Max LongQDurCallsAnswPriCti Max Max

Calls Rcvd Pri CTI - Ring Time DurRingTimeAnswPriCti Sum Sum

Calls Rcvd Pri CTI - Talk Time DurCallsAnswPriCti Sum Sum

Calls Rcvd Range 1 - Count CallsAnswRange1 Sum Sum









Calls Rcvd Range Last - Count CallsAnswRangeX Sum Sum

Calls Rcvd Threshold After - Count

CallsAnswAfterThres Sum Sum

Calls Rcvd Threshold Within - Count

CallsAnswWithinThres Sum Sum

Calls Re-queued Ringing - Count CallsReQRinging Sum Sum

Calls Re-queued Ringing - Q Time

QDurCallsReQRinging Sum Sum

Calls Re-queued Ringing - Ring Time

DurRingTimeReQRinging Sum Sum

Calls Re-queued Ringing ACD - Count

CallsReQRingingAcd Sum Sum

Calls Re-queued Ringing ACD - Q Time

QDurCallsReQRingingAcd Sum Sum

Calls Re-queued Ringing ACD - Ring Time

DurRingTimeReQRingingAcd Sum Sum

Calls Re-queued Ringing CTI - Count

CallsReQRingingCti Sum Sum





Calls Re-queued Ringing Cti - Q Time

QDurCallsReQRingingCti Sum Sum

Calls Re-queued Ringing CTI - Ring Time

DurRingTimeReQRingingCti Sum Sum


Calls Trans No Annc Over ACD - Count

CallsTransUnanncOverAcd Sum Sum

Calls Trans No Annc Over CTI - Count

CallsTransUnanncOverCti Sum Sum

Calls Trans No Annc Pri ACD - Count

CallsTransUnanncPriAcd Sum Sum

Calls Trans No Annc Pri CTI - Count

CallsTransUnanncPriCti Sum Sum


CallsTransExternalRcvd Sum Sum


CallsTransUnanncExternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Ext - Time

DurCallsTransExternalRcvd Sum Sum


CallsTransInternalRcvd Sum Sum


CallsTransUnanncInternalRcvd Sum Sum

Calls Trans Non-ACD/CTI Int - Time

DurCallsTransInternalRcvd Sum Sum

Calls Trans Over ACD - Count CallsTransOverAcd Sum Sum

Calls Trans Over ACD - Time DurCallsTransOverAcd Sum Sum

Calls Trans Over CTI - Count CallsTransOverCti Sum Sum

Calls Trans Over CTI - Time DurCallsTransOverCti Sum Sum

Calls Trans Placed - Count (Agent and Agent Group)


Calls Trans Placed Ext - Count CallsTransExternalPlaced Sum Sum

Calls Trans Placed Int - Count CallsTransInternalPlaced Sum Sum

Calls Trans Pri ACD - Count CallsTransPriAcd Sum Sum

Calls Trans Pri ACD - Time DurCallsTransPriAcd Sum Sum

Calls Trans Pri CTI - Count CallsTransPriCti Sum Sum

Calls Trans Pri CTI - Time DurCallsTransPriCti Sum Sum

Calls Trans Rcvd - Count (Agent, AgentGroup)


Calls Trans Rcvd - Time DurCallsTransReceived Sum Sum

Calls Wrap-Up Acd - Count SessionsWrapUpACD Sum Sum

Calls Wrap-Up ACD - Time DurSessionsWrapUpACD Sum Sum


MMMMMMMM





Calls Wrap-Up ACD/CTI - Time, Avg

AvgWrapUpTime Weighted Avg Average

Calls Wrap-Up ACD/CTI - Time, Pcnt

PcntWrapUpTime Sum Sum

Calls Wrap-Up and Work - Time WorkAndWrapUp Average Average

Calls Wrap-Up and Work - Time, Pcnt

PcntWorkAndWrapUp Sum Sum

Calls Wrap-Up CTI - Count SessionsWrapUpCTI Sum Sum

Calls Wrap-Up CTI - Time DurSessionsWrapUpCTI Sum Sum

Calls Wrap-Up Other - Time DurSessionsWrapUpOther Sum Sum

Calls Wrap-Up Other Over ACD - Time

DurSessionsWrapUpOtherOverAcd Sum Sum

Calls Wrap-Up Other Over CTI - Time

DurSessionsWrapUpOtherOverCti Sum Sum

Calls Wrap-Up Other Pri ACD - Time

DurSessionsWrapUpOtherPriAcd Sum Sum

Calls Wrap-Up Other Pri CTI - Time

DurSessionsWrapUpOtherPriCti Sum Sum

Calls Wrap-Up Over - Count SessionsWrapUpOver Sum Sum


Calls Wrap-Up Over ACD - Count

SessionsWrapUpOverAcd Sum Sum

Calls Wrap-Up Over ACD - Time DurSessionsWrapUpOverAcd Sum Sum

Calls Wrap-Up Over CTI - Count SessionsWrapUpOverCti Sum Sum

Calls Wrap-Up Over CTI - Time DurSessionsWrapUpOverCti Sum Sum


Calls Wrap-Up Pri ACD - Count SessionsWrapUpPriAcd Sum Sum

Calls Wrap-Up Pri ACD - Time DurSessionsWrapUpPriAcd Sum Sum

Calls Wrap-Up Pri CTI - Count SessionsWrapUpPriCti Sum Sum

Calls Wrap-Up Pri CTI - Time DurSessionsWrapUpPriCti Sum Sum

CallsAbandInQPriCti CallsAbandInQPriCti Sum Sum

CallsAnswOverAcdStart CallsAnswOverAcdStart N/A N/A

CallsAnswOverCtiStart CallsAnswOverCtiStart N/A N/A

CallsAnswPriAcdStart CallsAnswPriAcdStart N/A N/A

CallsAnswPriCtiStart CallsAnswPriCtiStart N/A N/A


CallsConfExternalPlacedStart CallsConfExternalPlacedStart N/A N/A

CallsConfInternalPlacedStart CallsConfInternalPlacedStart N/A N/A

CallsConfInternalRcvdStart CallsConfInternalRcvdStart N/A N/A

CallsConfOverAcdStart CallsConfOverAcdStart N/A N/A

CallsConfOverCtiStart CallsConfOverCtiStart N/A N/A





CallsConfPlacedStart CallsConfPlacedStart N/A N/A

CallsConfPriAcdStart CallsConfPriAcdStart N/A N/A

CallsConfPriCtiStart CallsConfPriCtiStart N/A N/A

CallsConfReceivedStart CallsConfReceivedStart N/A N/A

CallsConfStart CallsConfStart N/A N/A

CallsConstExternalPlacedStart CallsConstExternalPlacedStart N/A N/A

CallsConstExternalRcvdStart CallsConstExternalRcvdStart N/A N/A

CallsConstInternalPlacedStart CallsConstInternalPlacedStart N/A N/A

CallsConstInternalRcvdStart CallsConstInternalRcvdStart N/A N/A

CallsConstOverAcdStart CallsConstOverAcdStart N/A N/A

CallsConstOverCtiStart CallsConstOverCtiStart N/A N/A

CallsConstPlacedStart CallsConstPlacedStart N/A N/A

CallsConstPriAcdStart CallsConstPriAcdStart N/A N/A

CallsConstPriCtiStart CallsConstPriCtiStart N/A N/A

CallsConstReceivedStart CallsConstReceivedStart N/A N/A

CallsConstStart CallsConstStart N/A N/A

CallsCustomerStart CallsCustomerStart N/A N/A

CallsExternalNewStart CallsExternalNewStart N/A N/A

CallsExternalPlacedNewStart CallsExternalPlacedNewStart N/A N/A

CallsExternalPlacedStart CallsExternalPlacedStart N/A N/A

CallsExternalReceivedStart CallsExternalReceivedStart N/A N/A

CallsHoldExternalPlacedStart CallsHoldExternalPlacedStart N/A N/A

CallsHoldExternalRcvdStart CallsHoldExternalRcvdStart N/A N/A

CallsHoldInternalPlacedStart CallsHoldInternalPlacedStart N/A N/A

CallsHoldInternalRcvdStart CallsHoldInternalRcvdStart N/A N/A

CallsHoldOnlyStart CallsHoldOnlyStart N/A N/A

CallsHoldOverAcdStart CallsHoldOverAcdStart N/A N/A

CallsHoldOverCtiStart CallsHoldOverCtiStart N/A N/A

CallsHoldPlacedStart CallsHoldPlacedStart N/A N/A

CallsHoldPriAcdStart CallsHoldPriAcdStart N/A N/A

CallsHoldPriCtiStart CallsHoldPriCtiStart N/A N/A

CallsHoldReceivedStart CallsHoldReceivedStart N/A N/A


CallsInternalNewStart CallsInternalNewStart N/A N/A

CallsInternalPlacedNewStart CallsInternalPlacedNewStart N/A N/A

CallsInternalPlacedStart CallsInternalPlacedStart N/A N/A

CallsInternalReceivedNewStart CallsInternalReceivedNewStart N/A N/A

MMMMMMMM





CallsInternalReceivedStart CallsInternalReceivedStart N/A N/A

CallsNonAcdNewStart CallsNonAcdNewStart N/A N/A

CallsPlacedStart CallsPlacedStart N/A N/A

CallsTransExternalRcvdStart CallsTransExternalRcvdStart N/A N/A

CallsTransInternalRcvdStart CallsTransInternalRcvdStart N/A N/A

CallsTransOverAcdStart CallsTransOverAcdStart N/A N/A

CallsTransOverCtiStart CallsTransOverCtiStart N/A N/A

CallsTransPriAcdStart CallsTransPriAcdStart N/A N/A

CallsTransPriCtiStart CallsTransPriCtiStart N/A N/A

Maximum Agents Signed On MaximumAgentsSignedOn Sum Sum

Minimum Agents Signed On MinimumAgentsSignedOn Sum Sum

Service Level - Agent Group ServiceLevel Average Average

Sessions Wrap Up Pri - Count SessionsWrapUpPri Sum Sum

Sessions Wrap-Up ACD/CTI - Count

SessionsWrapUp Sum Sum

SessionsAvailStart SessionsAvailStart N/A N/A

SessionsNotReadyStart SessionsNotReadyStart N/A N/A

SessionsOnlineStart SessionsOnlineStart N/A N/A

SessionsUnavailStart SessionsUnavailStart N/A N/A

SessionsWorkStart SessionsWorkStart N/A N/A

SessionsWrapUpOverAcdStart SessionsWrapUpOverAcdStart N/A N/A

SessionsWrapUpOverCtiStart SessionsWrapUpOverCtiStart N/A N/A

SessionsWrapUpPriAcdStart SessionsWrapUpPriAcdStart N/A N/A

SessionsWrapUpPriCtiStart SessionsWrapUpPriCtiStart N/A N/A

SessionsWrapUpStart SessionsWrapUpStart N/A N/A

State Available - Count SessionsAvail Sum Sum

State Available - Time DurSessionsAvail Sum Sum

State Available - Time, Avg AvgDurAvail Weighted Avg Average

State Available - Time, Pcnt PcntAvail Weighted Avg Average

State Not Ready - Count SessionsNotReady Sum Sum

State Not Ready - Time DurSessionsNotReady Sum Sum

State Online - Count SessionsOnline Sum Sum

State Online - Time DurSessionsOnline Sum Sum

State Other - Time OtherTime Sum Sum

State Other Line Off Hook - Time DurSessionsOtherLineOffHook Sum Sum

State Other Time - Pcnt PcntOtherTime Weighted Avg Average

State Transitions - Count SessionsTransition Sum Sum

State Transitions - Time DurSessionsTransition Sum Sum





State Unavailable - Count SessionsUnavail Sum Sum

State Unavailable - Time, Avg AvgDurUnavail Weighted Avg Average

State Unavailable - Time, Pcnt PcntUnavail Weighted Avg Average

State Unvailable - Time DurSessionsUnavail Sum Sum

State Work - Count SessionsWork Sum Sum

State Work - Time DurSessionsWork Sum Sum

State Work - Time, Avg AvgInWork Weighted Average

Average

State Work Other - Time DurSessionsWorkOther Sum Sum

State Work Other - Time, Avg AvgDurWorkOther Weighted Avg Average

State Work Other - Time, Pcnt PcntWorkOther Weighted Avg Average

Work State - Time Pcnt PcntInWork Weighted Avg Average

CurCallsInProgress Sum Sum

CurCallsQAgentGroupPriAcd Sum Sum

CurCallsQAgentGroupPriCti Sum Sum

CurCallsQAgentGroupOverAcd Sum Sum

CurCallsQAgentGroupOverCti Sum Sum

CurLongQDurPri Sum Sum

CurLongQDurOver Sum Sum

CurAgentsOnline Sum Sum

CurAgentsAvail Sum Sum

CurAgentsWork Average Average

CurAgentsWrap Average Average

CurAgentsUnavail Average Average

CurAgentsNotReady Average Average

CurAgentsAcdRing Average Average

CurAgentsAcdConsultRing Average Average

CurAgentsCtiRing Average Average

CurAgentsCtiConsultRing Average Average

CurAgentsNonAcdRing Average Average

CurAgentsNonAcdConsultRing Average Average

CurAgentsOffHook Average Average

CurAgentsPlacedCall Average Average

CurAgentsPlacedConsultCall Average Average

CurAgentsAcdTalk Average Average

CurAgentsAcdConsultTalk Average Average

CurAgentsAcdConfTalk Average Average

CurAgentsCtiTalk Average Average

MMMMMMMM





CurAgentsCtiConsultTalk Average Average

CurAgentsCtiConfTalk Average Average

CurAgentsNonAcdTalk Average Average

CurAgentsNonAcdConsultTalk Average Average

CurAgentsNonAcdConfTalk Average Average

CurAgentsPlacedTalk Average Average

CurAgentsPlacedConsultTalk Average Average

CurAgentsPlacedConfTalk Average Average

CurAgentsAcdHold Average Average

CurAgentsCtiHold Average Average

CurAgentsNonAcdHold Average Average

CurAgentsPlacedHold Average Average

CurCallsQAgentGroupPri Sum Sum

CurCallsQAgentGroupOver Sum Sum

CurAgentsAcdTalkTotal Average Average

CurAgentsCtiTalkTotal Average Average

CurAgentsNonAcdTalkTotal Average Average

CurAgentsPlacedTalkTotal Average Average

CurAgentsAcdRingTotal Average Average

CurAgentsCtiRingTotal Average Average

CurAgentsNonAcdRingTotal Average Average

CurAgentsTalkTotal Average Average

CurAgentsConsultTalkTotal Average Average

CurAgentsConfTalkTotal Average Average

CurAgentsTalkTotalAllStates Average Average

CurAgentsRingTotal Average Average

CurAgentsConsultRingTotal Average Average

CurAgentsRingTotalAllStates Average Average

CurAgentsHoldTotal Average Average

CurAgentsOnCallsACD Average Average

CurAgentsOnCallsCTI Average Average

CurAgentsOnCallsNonACD Average Average

WrapUpTime Sum Sum



Call Type Statistic Rollup Types

Note that the Max rollup data type is not supported in either release of Centergy and is equivalent to N/A. The statistics have been configured as Max in anticipation of supporting it.



Avg Speed of Answer (Call Type) AvgSpeedOfAnsw Weighted Avg Average


Call Type Dirn CallTypeDirn N/A N/A

Call Type User Group CallTypeUserGroup N/A N/A


Calls Aband - Pcnt PcntAband Weighted Avg Average

Calls Aband by Dirn After Call Guide - Count

CallsAbandDirnAfterCallGuide Average Average

Calls Aband by Trunk After Call Guide - Count

CallsAbandTrunkAfterCallGuide Average Average

Calls Aband During IVR - Count CallsAbandIvr Sum Sum

Calls Aband During IVR - Q Time QDurCallsAbandIvr Sum Sum

Calls Aband During IVR - Q Time, Max

LongQDurCallsAbandIvr Max Max

Calls Aband In Q - Count CallsAbandInQ Sum Sum

Calls Aband In Q - Q Time QDurCallsAbandInQ Sum Sum

Calls Aband In Q - Q Time, Max LongQDurCallsAbandInQ Max Max










Calls Aband Range Last - Count CallsAbandRangeX Sum Sum

Calls Aband Ringing - Count CallsAbandRinging Sum Sum

Calls Aband Ringing - Q Time QDurCallsAbandRinging Sum Sum

Calls Aband Ringing - Q Time, Max

LongQDurCallsAbandRinging Max Max


Calls Aband Short - Count CallsAbandShort Sum Sum

MMMMMMMM





Calls Aband Threshold After - Count

CallsAbandAfterThres Sum Sum

Calls Aband Threshold Within - Count

CallsAbandWithinThres Sum Sum

Calls Aborted No Agents CTI - Count

CallsAbortNoAgentsCTI Average Average

Calls Aborted No Agents CTI - Q Time

QDurCallsAbortNoAgentsCTI Average Average

Calls Aborted No Agents CTI - Q Time, Max

LongQDurCallsAbortNoAgentsCTI Max Max

Calls Agent Transferred In - Count

CallsAgentTransIn Sum Statistic didn’t exist

Calls Agent Transferred Out - Count

CallsAgentTransOut Sum Statistic didn’t exist

Calls ANI Routed - Count CallsAniRoute Sum Sum

Calls ANI Routed - Q Time QDurCallsAniRoute Sum Sum

Calls ANI Routed - Q time, Max LongQDurCallsAniRoute Max Max

Calls Call Guide Exit - Count CallsCallGuideExit Sum Sum

Calls Call Guide Exit - Q Time QDurCallsCallGuideExit Sum Sum

Calls Call Guide Exit - Q Time, Max

LongQDurCallsCallGuideExit Max Max

Calls Call Guide Marked as Answered - Count

CallsMarkAnsw Average Average

Calls Call Guide Trans - Count CallsCallGuideTrans Sum Sum

Calls Call Guide Trans - Q Time QDurCallsCallGuideTrans Sum Sum

Calls Call Guide Trans - Q Time, Max

LongQDurCallsCallGuideTrans Max Max



Calls Customer-Related Talk and Wrap-Up - Time, Avg (Call Type)


Calls Deflected - Count CallsDeflected Sum Sum

Calls Deflected Due Alternate Queue Depth - Count

CallsDeflectDueAltQDepth Sum Sum

Calls Deflected Due Alternate Queue Time - Count

CallsDeflectDueAltQTime Sum Sum

Calls Deflected Due Queue Depth - Count

CallsDeflectDueQDepth Sum Sum

Calls Deflected Due Queue Time - Count

CallsDeflectDueQTime Sum Sum

Calls Distributed Immediately - Count

CallsDistribImmediately Sum Sum

Calls Final Disposition Busy Out - Count

CallsFinalDispBusyOut Sum Sum

Calls IVR First Step - Count CallsIvrFirstStep Sum Sum





Calls IVR First Step - Time DurCallsIvrFirstStep Sum Sum

Calls Offered - Count (Call Type) CallsOffered Sum Sum

Calls On Hold - Count CallsHold Average Average

Calls On Hold - Time DurCallsHold Average Average

Calls On Hold SDG - Count CallsHoldSDG Average NA

Calls On Hold SDG - Time DurCallsHoldSDG Average NA

Calls Parked - Count (Call Type) CallsParked Sum Sum

Calls Parked - Time DurCallsParked Sum Sum

Calls Queued - Count (Agent Group)

CallsQ Sum Sum

Calls Queued - Count (Call Type) CallsQWaiting Sum Sum

Calls Queued - Count, Max MaxCallsQ Max Max

Calls Queued - Q Time QDurCallsQ Sum Sum

Calls Queued - Q Time, Avg AvgTimeInQ Weighted Avg Average

Calls Rcvd - Count CallsAnswAll Sum Average

Calls Rcvd ACD/CTI - Count (Call Type)

CallsAnsw Sum Sum

Calls Rcvd ACD/CTI - Count, Pcnt

PcntCallsAnsw Weighted Avg Average

Calls Rcvd ACD/CTI - Q Time QDurCallsAnsw Sum Sum


Calls Rcvd By Dirn After Call Guide - Count

CallsAnswDirnAfterCallGuide Average Average

Calls Rcvd By Trunk After Call Guide - Count

CallsAnswTrunkAfterCallGuide Average Average

Calls Rcvd By Trunk During Call Guide - Count

CallsAnswTrunkDuringCallGuide Average Average


Calls Rcvd Over - Q Time QDurCallsAnswOver Sum Sum

Calls Rcvd Over - Q Time, Max LongQDurCallsAnswOver Max Max

Calls Rcvd Over - Ring Time DurRingTimeAnswOver Sum Sum


Calls Rcvd Pri - Count CallsAnswPri Sum Sum

Calls Rcvd Pri - Q Time QDurCallsAnswPri Sum Sum

Calls Rcvd Pri - Q Time, Max LongQDurCallsAnswPri Max Max

Calls Rcvd Pri - Ring Time DurRingTimeAnswPri Sum Sum





MMMMMMMM











Calls Rcvd Range Last - Count CallsAnswRangeX Sum Sum

Calls Rcvd SDG Over - Count CallsAnswSDGOver Sum NA

Calls Rcvd SDG Over - Talk Time

DurCallsAnswSDGOver Sum NA

Calls Rcvd SDG Pri - Count CallsAnswSDGPri Sum NA

Calls Rcvd SDG Pri - Talk Time DurCallsAnswSDGPri Sum NA


Calls Trans Placed - Count (Call Type)


Calls Trans Rcvd - Count (CallType)



Calls Wrap-Up ACD/CTI - time, Avg

AvgDurSessionsWrapUp Weighted Avg Average



CallsAnswOverStart CallsAnswOverStart N/A N/A

CallsAnswPriStart CallsAnswPriStart N/A N/A



CallsIvrFirstStepStart CallsIvrFirstStepStart N/A N/A

CallsParkedStart CallsParkedStart N/A N/A

CallsQStart CallsQStart N/A N/A

Service Level - Call Type ServiceLevel Average Average

CurCallsInProgress Sum Sum

CurCallsQAgentGroup Sum Sum

CurCallsQ Sum Sum

CurLongQDur Sum Sum

CurAvgDurBtwnAns Average Average

CurAvgDurBtwnAbnd Average Average

MMMMMMMM



Appendix III

Revision History - 2556-002

Centergy Load Information for this Revision

Date January 15, 2003

Centergy Load Part Number 632-0007-049

Server Version 1.3.2065

Manager Version 1.3.2010

ACD Call Definition Change (Counters/Durations)

A call is considered an ACD call if one of two conditions is met.

• The agent receives a call through a call type.

• The agent receives a consultation call through a call type and then transfers the call. Both the consultation call and the transferred call will be considered ACD.

Previous releases of Centergy 1.3 extended the definition of an ACD call. With this release, the definition goes back to the one used in Centergy 1.2.

Statistics Affected

The following intrinsic statistics are affected by this change, and any statistic containing these values in a formula will also be impacted.

Statistic Statistic Type Affected

CallsAnswPriACD CallType/AgentGroup/Agent/DNIS

CallsAnswPriACDStart CallType/AgentGroup/Agent/DNIS

CallsAnswOverACD CallType/AgentGroup/Agent/DNIS

CallsAnswOverACDStart CallType/AgentGroup/Agent/DNIS

DurAnswPriACD CallType/AgentGroup/Agent/DNIS

DurCallsAnswOverACD CallType/AgentGroup/Agent/DNIS

CallsInternalReceived CallType/AgentGroup/Agent

DurCallsInternalReceived CallType/AgentGroup/Agent



Consultation Call Changes

When an agent places a consultation call the agent will also be considered to have placed an internal or external call.

Previous versions of Centergy did not peg any internal or external placed call statistics for placed consultation calls.

Statistics Affected

The following statistics are affected by this change, and any statistic containing these values in a formula will also be impacted.

Statistic Statistic Type

CallsInternalPlaced AgentGroup/Agent

DurCallsInternalPlaced AgentGroup/Agent

CallsExternalPlaced AgentGroup/Agent

DurCallsExternalPlaced AgentGroup/Agent

Call Type ACD Primary and Overflow Duration Changes

The time spent by an agent in a Satellite Directory Group (SDG) does not get accumulated in the call type primary or call type overflow group durations.

Previous versions of Centergy did peg that duration in the call type primary and call type overflow group duration fields.

Statistics Impacted:



DurCallsAnswPriACD CallType

DurCallsAnswOverACD CallType

MMMMMMMM



Conference Call Changes

Conference Statistics Definitions

All conference statistics definitions have changed.

Agent Originates the Conference

The agent that originates the conference the conference will either have CallsConfInternalPlaced or CallsConfExternalPlaced stats pegged. The consultation call that the agent placed to initiate the conference determines if the conference is internal or external. If the consultation call is internal then the conference is "internal-placed". If the consultation call is external then the conference is "external-placed".

Agent Added to an Existing Conference

An agent being added into a conference will either have CallsConfACD or CallsConfInternalReceived stats pegged. The consultation call that this agent received that resulted in this agent being added to the conference determines if the conference is ACD or internal. If the consultation call comes through a call type, then the conference is "ACD". If the consultation call comes directly to this agent then the conference is "internal-received".

Conference Statistics Affected



CallsConfExternalPlaced AgentGroup/Agent

CallsConfInternalPlaced AgentGroup/Agent

CallsConfInternalReceived AgentGroup/Agent

CallsConfPriACD AgentGroup/Agent

CallsConfOverACD AgentGroup/Agent

DurCallsConfExternalPlaced AgentGroup/Agent

DurCallsConfInternalPlaced AgentGroup/Agent

DurCallsConfInternalReceived AgentGroup/Agent

DurCallsConfPriACD AgentGroup/Agent

DurCallsConfOverACD AgentGroup/Agent



Individual Statistics Affected



CallsInternalReceived AgentGroup/Agent

CallsInternalPlaced AgentGroup/Agent

CallsExternalPlaced AgentGroup/Agent

CallsAnswPriACD AgentGroup/Agent

CallsAnswOverACD AgentGroup/Agent

DurCallsInternalReceived AgentGroup/Agent

DurCallsInternalPlaced AgentGroup/Agent

DurCallsExternalPlaced AgentGroup/Agent

DurCallsAnswPriACD AgentGroup/Agent

DurCallsAnswOverACD AgentGroup/Agent

Conference Statistics Removed

The following conference statistics were removed.

Display Name SQL Name Change

Calls Conf Non-ACD/CTI Ext - Count CallsConfExternalRcvd Removed

Calls Conf Non-ACD/CTI Ext - Time DurCallsConfExternalRcvd Removed

CallsConfExternalRcvdStart CallsConfExternalRcvdStart Removed

MMMMMMMM



Appendix IV

Revision History 2556-003

Centergy Load Information for this Revision

Date March 26, 2003

Centergy Load Name Centergy 1.3 SP2

Centergy Load Part Number 632-0007-050

Server Version 1.3.2101

Manager Version 1.3.2013

SDG - Satellite Directory Group Statistics

Statistics for Satellite Directory Groups have been added to Call Type Statistics so that the SDG statistics are not mingled with normal ACD statistics. The following table describes the evolution of SDG statistic accumulation according to the Centergy server version number.

SDG Stat Type

Prior to 1.3.2065 In 1.3.2065 In 1.3.2101

Call Counts Counts accumulated in:

CallsAnswPri

Or

CallsAnswOver

Counts still accumulated in:

CallsAnswPri

Or

CallsAnswOver

Counts now accumulated in:

CallsAnswSDGPri

Or

CallsAnswSDGOver Call Duration Durations accumulated in:

DurCallsAnswPri

Or

DurCallsAnswOver

Durations were removed from:

DurCallsAnswPri

And

DurCallsAnswOver

Durations now accumulated in:

DurCallsAnswSDGPri

Or

DurCallsAnswSDGOver



SDG Statistic Additions

The following Satelline Directory Group statistics were added to the Call Type statistics.

Statistic SQL Name Display Name Description

CallsAnswSDGOver Calls Rcvd SDG Over - Count

The number of ACD calls that were answered by SDG agents that were members of an overflow SDG agent group in the call guide.

CallsAnswSDGOverStart NA The number of ACD calls that were answered by SDG agents that were members of an overflow SDG agent group in the call guide that were active at the beginning of the interval. This item is an interval statistic that is recorded in the Call Type Statistics table only.

DurCallsAnswSDGOver Calls Rcvd SDG Over - Talk Time

The duration of talk time for ACD calls answered by SDG agents that were members of an overflow SDG agent group in the call guide. The talk time begins when the call is first answered and ends when the call is terminated.

CallsAnswSDGPri Calls Rcvd SDG Pri - Count

The count of ACD calls that were answered by SDG agents that were members of the primary agent group in the call guide.

CallsAnswPriSDGStart NA The count of ACD calls that were answered by SDG agents that were members of the primary SDG agent group in the call guide that were active at the beginning of the interval. This item is an interval statistic that is recorded in the Call Type Statistics table only.

DurCallsAnswSDGPri Calls Rcvd SDG Pri - Talk Time

The duration of talk time for ACD calls answered by SDG agents that were members of the primary SDG agent group in the call guide. The talk time begins when the call is first answered and ends when the call is terminated.

DurCallsHoldSDG Calls On Hold SDG - Time The duration of hold time for SDG calls that were placed on hold by the trunk.

CallsHoldSDG Calls On Hold SDG - Count

The number of SDG calls that were placed on hold by the trunk.

CallsHoldSDGStart NA The number of times that SDG calls were still on hold when the previous interval ended and the duration continued into the present interval. This item is an interval statistic that is recorded in the Call Type Statistics table only.

MMMMMMMM



Changes to Existing Formulas for SDG Statistics

Statistic Formula

AvgTalkTime

(DurCallsAnswPri + DurCallsAnswOver +

DurCallsAnswSDGPri + DurCallsAnswSDGOver)

/

(CallsAnswPri + CallsAnswPriStart +

CallsAnswSDGPri + CallsAnswSDGPriStart +

CallsAnswOver + CallsAnswOverStart +

CallsAnswSDGOver CallsAnswSDGOverStart)

CallsAnsw CallsAnswPri + CallsAnswOver +

CallsAnswSDGPri + CallsAnswSDGOver

DurCallsAnsw DurCallsAnswPri + DurCallsAnswOver +

DurCallsAnswSDGPri + DurCallsAnswSDGOver

CallsAnswStart CallsAnswPriStart + CallsAnswOverStart +

CallsAnswSDGPriStart + CallsAnswSDGOverStart

Statistics Now Enabled

The following statistics that were formerly listed as future developments are now active.

Statistic SQL Name Display Name

CallsTransUnanncExternalRcvd Statistic is now enabled

CallsTransExternalRcvd Statistic is now enabled

DurCallsTransExternalRcvd Statistic is now enabled

Other Formula Changes

The following changes were made to Agent Statistics and Agent Group Statistics.

Statistic SQL Name Old Formula New Formula

CallsExternalPlacedNew CallsExternalPlaced Calls External Placed –CallsConstExternalPlaced

DurCallsExternalPlacedNew DurCallsExternalPlaced – DurCallsConfExternalPlaced

DurCallsExternalPlaced – DurCallsConstExternalPlaced



Statistic SQL Name Old Formula New Formula

CallsInternalPlacedNew CallsInternalPlaced CallsInternalPlaced –CallsConstInternalPlaced

DurCallsInternalPlacedNew DurCallsExternalPlaced –DurCallsConfExternalPlaced

DurCallsInternalPlaced – DurCallsConstInternalPlaced

CallsInternalReceivedNew CallsInternalReceived –CallsConstInternalRcvd –CallsConfInternalRcvd –CallsTransInternalRcvd

CallsInternalReceived – CallsConstInternalRcvd – CallsTransInternalRcvd

CallsConfInternalRcvd removed

DurCallsInternalReceivedNew DurCallsInternalReceived – DurCallsconstInternalRcvd –DurCallsConfInternalRcvd –DurCallsTransInternalRcvd

DurCallsInternalReceived – DurCallsConstInternalRcvd – DurCallsTransInternalRcvd

DurCallsConfInternalRcvd removed

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