7 Appendix A: Reference Information
7.4 Data Templates
7.4.1 Agent Data Templates
The following table provides a summary of agent data templates, that is, data templates used to generate statistics for reports about one or more agents. The following
subsections describe each agent data template in greater detail. The performance parameters and filters for each data template are listed within the specific section for that data template.
Template Name Real-Time
Interval-Based Statistics Agent Call
Details
No No These are details of calls placed or received by agents.
Agent Disposition Codes
No Yes These are statistics about calls tagged with disposition codes by selected agents, grouped into quarter-hourly, half-hourly, hourly, daily, weekly, or monthly sampling periods.
Agent Interval Statistics
Yes Yes This data template defines agent statistics, grouped into either quarter-hourly, half-hourly, hourly, daily, weekly, or monthly sampling periods that include:
Call Counters
State Counters
Additional Counters
Agent High Water Marks
Agent Timers
Agent Performance Counters Agent
Unavailable Codes
No Yes This is the number of times unavailable codes were used by selected agents and for how long, grouped into either quarter-hourly, half-hourly, hourly, daily, weekly, or monthly sampling periods.
Real- Interval-Template Name
Time Based Statistics Agent Sign In
Sign Out
No No These are details regarding when agents signed in to or out of call centers.
7.4.1.1 Agent Interval Statistics Data Template
The Agent Interval Statistics data template is a real-time data template and an interval-based data template.
It supports the following two performance parameters: Call Completion and Short Duration.
This data template supports the filters shown in the following table.
Filter Number
Filter Name Description Filter Value
1 Longest ACD Call ≥ x This selects an agent’s statistics in an interval if the agent’s longest completed ACD call in that interval is greater than a specified threshold.
Any value greater than 0 (seconds)
2 Longest Outbound ACD Call ≥ x This selects an agent’s statistics in an interval if the agent’s longest completed outbound ACD call in that interval is greater than a specified threshold.
Any value greater than 0 (seconds)
3 Longest Inbound Call ≥ x This selects an agent’s statistics in an interval if the agent’s longest completed (non-ACD) call in that interval is greater than a specified threshold.
Any value greater than 0 (seconds)
4 Longest Outbound Call ≥ x This selects an agent’s statistics in an interval if the agent’s longest completed outbound (non-ACD) call in that interval is greater than a specified threshold.
Any value greater than 0 (seconds)
5 Longest Internal Call ≥ x This selects an agent’s statistics in an interval if the agent’s longest internal (inbound or outbound) call in that interval is greater than a specified threshold.
Any value greater than 0 (seconds)
6 Total ACD Call Time ≤ x This selects an agent’s statistics in an interval if the agent’s total ACD call time in that interval is less than a specified threshold.
Any value greater than 0 (seconds)
7 Total ACD Call Time ! = 0 This selects an agent’s statistics in an interval if the agent’s total ACD call time in that interval is not equal
This is not applicable.
Filter Filter Name Description Number
Filter Value
8 Total ACD Call Time ≥ x This selects an agent’s statistics in an interval if the agent’s total ACD call time in that interval is less than a specified threshold.
Any value greater than 0 (seconds)
9 Total ACD Outbound Call Time
≤ x
This selects an agent’s statistics in an interval if the agent’s total outbound ACD call time in that interval is less than a specified threshold.
Any value greater than 0 (seconds)
10 Total ACD Outbound Call Time
!= 0
This selects an agent’s statistics in an interval if the agent’s total outbound ACD call time in that interval is not equal to zero.
This is not applicable.
11 Total ACD Outbound Call Time
≥ x This selects an agent’s
statistics in an interval if the agent’s total outbound ACD call time in that interval is less than a specified threshold.
Any value greater than 0 (seconds)
12 Total Hold Time ≥ x This selects an agent’s statistics in an interval if the agent’s total hold time in that interval is greater than a specified threshold.
Any value greater than 0 (seconds)
13 Total Available Signed-In Time !
= 0
This selects an agent’s statistics in an interval if the agent’s total available time in that interval is not equal to zero.
This is not applicable.
14 Total Unavailable Time ≥ x This selects an agent’s statistics in an interval if the agent’s total unavailable time in that interval is greater than a specified threshold.
Any value greater than 0 (seconds)
The agent high water marks statistics are available in addition to the performance counters listed in the following table.
Performance Counter Description XML Tag
Calls Completed in Service Level This counts the number of ACD calls an agent has completed within a service level during an interval.
CALLS_COMPLETE D_IN_SVC_LEVEL
Short Duration Calls This counts the number of
ACD short duration calls completed by an agent during an interval where a short call is defined by a threshold.
SHORT_DURATION _CALLS
The statistics available in this data template are listed in the following subsections.
7.4.1.1.1 Interval and Agent Data Columns
Agent Data Description XML Tag (Data Template) or
Column Name (Database View) Interval Start Time This is the start time for a sampling
period. START_TIME
Agent User ID This is the agent’s user ID. AGENT_USERID
Agent Deleted This is the date the agent was deleted from the call center. If the user is still active, this is “Nil”.
DELETED_TIME
Agent First Name This is the first name of agent. AGENT_NAME_FIRST Agent Last Name This is the last name of agent. AGENT_NAME_LAST Agent Phone
Number This is the phone number of agent. AGENT_NUMBER
Agent Extension This is the agent’s phone extension. AGENT_EXTENSION
7.4.1.1.2 Call Counter Columns
Statistic Description XML Tag (Data Template) or
Column Name (Database View) ACD Calls
Presented
This is the number of ACD calls that were presented to the agent. A presented call is a call that is routed from a queue to an agent (rings the agent or attempts to ring the agent).
CC_CALLS_PRESENTED
ACD Calls Answered This is the number of ACD calls that were answered by the agent.
CC_CALLS_ANSWERED
ACD Calls Bounced This is the number of ACD calls presented to the agent that were bounced.
CC_CALLS_BOUNCED
Outbound Call Center Calls
This is the number of outbound calls made by the agent as a call center. The call only counts if answered.
CC_OUTBOUND_CALLS
Route Point Calls Answered
This is the number of route point calls that were answered by the agent.
RP_CALLS_ANSWERED
Outbound Route Point Calls
This is the number of outbound calls made by the agent as a route point. The call only counts if answered.
RP_OUTBOUND_CALLS
Inbound Calls This is the number of inbound calls (excluding ACD/route point calls and internal calls) that were answered by the agent.
INBOUND_CALLS
Outbound Calls This is the number of outbound calls (excluding ACD/route point calls and internal calls) made by the agent. The call only counts if answered.
OUTBOUND_CALLS
Statistic Description XML Tag (Data Template) or Column Name
(Database View) Internal Calls This is the number of internal calls (calls
within the group or enterprise, excluding ACD/route point calls) made or received by the agent. The call only counts if answered.
INTERNAL_CALLS
7.4.1.1.3 State Counter Columns
Statistic Description XML Tag (Data Template) or
Column Name (Database View) Num Unavailable This is the number of times the agent was
unavailable. NUM_UNAVAILABLE
Num Wrap-Up This is the number of times the agent was
in wrap-up on ACD calls. NUM_WRAPUP
Num Sign In This is the number of times the agent
signed in. NUM_SIGNIN
7.4.1.1.4 Additional Counter Columns
Statistic Description XML Tag (Data Template) or
Column Name (Database View) ACD Held Calls This is the number of inbound ACD calls
the agent put on hold. Note that an ACD call that was put on hold twice should still only count as one held call.
CC_CALLS_HELD
ACD Transfer Calls This is the number of inbound ACD calls the agent transferred.
CC_CALLS_TRANSFERRED
Num Escalate This is the number of times the agent escalated to a supervisor.
NUM_STD_ESCALATIONS
Num Emergency This is the number of times the agent initiated an emergency call to a supervisor.
NUM_EMG_ESCALATIONS
7.4.1.1.5 Agent High Water Mark Columns
NOTE: These statistics are only provided for intervals that have completed; therefore, they can only be used for historical reports.
Statistic Description XML Tag (Data Template) or
Column Name (Database View) Longest ACD Call This is the longest ACD call an agent is
involved in.
This statistic is only updated after the call is complete.
LONGEST_CC_CALL
Statistic Description XML Tag (Data Template) or Column Name
(Database View) Longest Outbound
ACD Call This is the longest outbound call an agent is involved in when made as an ACD.
This statistic is only updated after the call is complete.
LONGEST_OUTBOUND_CC_C ALL
Longest Route
Point Call This is the longest route point call an agent is involved in.
This statistic is only updated after the call is complete.
LONGEST_RP_CALL
Longest Outbound
Route Point Call This is the longest outbound call an agent is involved in when made as a route point.
This statistic is only updated after the call is complete.
LONGEST_OUTBOUND_RP_C ALL
Longest Inbound Call
This is the longest inbound call an agent is involved in.
This statistic is only updated after the call is complete.
LONGEST_INBOUND_CALL
Longest Outbound Call
This is the longest outbound call an agent is involved in.
This statistic is only updated after the call is complete.
LONGEST_OUTBOUND_CALL
Longest Internal Call
This is the longest internal call an agent is involved in.
This statistic is only updated after the call is complete.
LONGEST_INTERNAL_CALL
7.4.1.1.6 Agent Timer Columns
Statistic Description XML Tag (Data Template) or
Column Name (Database View) Total ACD Call
Time This is the total length of this agent’s ACD
calls during the reporting period. TOTAL_CC_CALL_TIME Total Outbound
ACD Call Time This is the total length of this agent’s outbound calls acting as an ACD during the reporting period.
TOTAL_OUTBOUND_ACD_CA LL_TIME
Total Route Point Call Time
This is the total length of this agent’s route point calls during the reporting period.
TOTAL_RP_CALL_TIME
Total Outbound Route Point Call Time
This is the total length of this agent’s outbound calls acting as a route point during the reporting period.
TOTAL_OUTBOUND_RP_CALL _TIME
Total Inbound Call Time
This is the total length of this agent’s inbound calls during the reporting period.
TOTAL_INBOUND_CALL_TIME
Total Outbound Call Time
This is the total length of this agent’s outbound calls during the reporting period.
TOTAL_OUTBOUND_CALL_TI ME
Total Internal Call Time
This is the total length of this agent’s internal calls during the reporting period.
TOTAL_INTERNAL_CALL_TIM E
Total Talk Time This is the total length of time that the TOTAL_CC_TALK_TIME
Statistic Description XML Tag (Data Template) or Column Name
(Database View) Total Hold Time This is the total length of time that the
agent put incoming ACD calls on hold during the reporting period.
TOTAL_CC_HOLD_TIME
Total Idle Time This is the time during the collection interval that the agent was in the available state and not on a call.
TOTAL_IDLE_TIME
Total Wrap-Up Time
This is the time that the agent spent in wrap-up state on ACD calls during the reporting period.
TOTAL_WRAPUP_TIME
Total Staffed Time This is the time that the agent was signed in during the reporting period. This includes time spent in all agent states except sign-out.
TOTAL_SIGNEDIN_TIME
Total Available Time
This is the time that the agent was in the available state during the reporting period.
TOTAL_AVAILABLE_TIME
Total Unavailable Time
This is the time that the agent was in the unavailable state during the reporting period.
TOTAL_UNAVAILABLE_TIME
7.4.1.2 Agent Call Details Data Template
The Agent Call Details data template is a historical data template.
This data template has no performance parameters.
This data template supports the filters listed in the following table.
Filter Number
Filter Name Description Filter Value
1 Calling Number = x This selects an agent’s calls where the calling number equals the one specified.
Calling Number in E.164 format.
If there is an enterprise call from a user without a phone number, the number can be matched against a location code + extension or extension.
2 Call Type in List This selects an agent’s calls where the call type is on the list provided.
Call Type List: List of call types where a call type is one of: calls where the calls’
queue wait time is greater than a threshold.
Threshold: 1 through 7200 seconds
4 Talk Time ≥ x This selects an agent’s calls where the call talk time is greater than a threshold.
Threshold: 1 through 7200 seconds
5 Transfer Number
NOT NULL
This selects an agent’s calls where the transfer number is not null.
None
Filter Filter Name Description Number
Filter Value
6 Disposition Codes
NOT NULL
This selects an agent’s calls where the list of disposition codes applied to the call is not null.
None
This data template exposes the statistics described in the following subsections.
7.4.1.2.1 Agent Data Columns
Agent Data Description XML Tag (Data Template) or
Column Name (Database View) Agent User ID This is the agent’s user ID. AGENT_USERID
Agent Deleted This is the date the agent was deleted from the call center. If the user is still active, this is “Nil”.
DELETED_TIME
Agent First Name This is the first name of the agent. AGENT_NAME_FIRST Agent Last Name This is the last name of the agent. AGENT_NAME_LAST Agent Phone Number This is the phone number of the agent. AGENT_NUMBER Agent Extension This is the agent’s phone extension. AGENT_EXTENSION
7.4.1.2.2 Call Detail Columns
Statistic Description XML Tag (Data Template) or
Column Name (Database View) Call Start Time This is the time the agent answered
the call.
CALL_START_TIME
Call End Time This is the time the agent ended the call.
CALL_END_TIME
Call Type This is: Inbound ACD, Outbound ACD, Inbound Route Point, Outbound Route Point, Inbound, Outbound, Internal
CALL_TYPE
Callers/Called Number
This is the number calling the agent or the number the agent called.
CALLERS_OR_CALLED_NUM BER
Number Called This is the DNIS or call center number the caller used (“nil” if not an incoming ACD call).
NUMBER_CALLED
Network Call ID This is the NetworkCallId as reported
in the CDR (in data; not in report). NETWORK_CALL_ID Local Call ID This is the LocalCallId as reported in
the CDR (in data; not in report).
LOCAL_CALL_ID
Sign-In This is indicates whether the agent was signed in when receiving or making the call. Sign-in is any state except for Sign-out.
SIGNED_IN
Statistic Description XML Tag (Data Template) or
Note that this should be the total wait time including any preserved wait time at the time the agent answered. It does not include wait time from subsequent queues (for times when the agent transfers it to a different queue after talking).
This does not include ringing time prior to answer. In addition, the time during which the whisper message is playing is accounted for as ring time, and is not included.
QUEUE_WAIT_TIME
Talk Time This is the time the answering agent spends talking on a call. This does not include the time the caller is on hold.
TALK_TIME
Hold Time This is the total time the call was put on hold by the answering agent, in seconds.
HOLD_TIME
Wrap-Up Time This is the time spent, in seconds, in After Call Work (ACW) related to this call by the answering agent.
Wrap-up time always applies to the last received ACD call or the last outgoing ACD call. (It is “nil” if it is not an incoming or outgoing ACD call, but
“0” if it is an incoming or outgoing ACD call without wrap-up).
WRAP_UP_TIME
Transfer Number This should be populated if the agent
transferred the call. TRANSFER_NUMBER
Transfer to Queue This is a Boolean to indicate that the transfer was to another queue in the enterprise.
TRANSFER_TO _QUEUE
Transfer within Enterprise
This is a Boolean to indicate that the transfer was within the enterprise.
Note that the system must be configured appropriately or calls that are within the enterprise can be reported as outside the enterprise.
TRANSFER_WITHIN_ENTERP RISE
Transfer outside Enterprise
This is a Boolean to indicate that the transfer was outside the enterprise.
TRANSFER_OUTSIDE_ENTER PRISE
Disposition Codes This is a list of disposition codes that were applied to the call by the answering agent or in the subsequent wrap-up period.
DISPOSITION_CODES
7.4.1.3 Agent Unavailable Codes Data Template
The Agent Unavailable Codes data template is a historical data template and an interval-based data template.
This data template has no filters and no performance parameters.
This data template exposes the statistics described in the following subsections.
7.4.1.3.1 Interval and Agent Data Columns
Statistics Description XML Tag (Data Template) or
Column Name (Database View) Interval Start Time This is the start time of a sampling
period.
START_TIME
Agent User ID This is the agent’s user ID. AGENT_USERID
Agent Deleted This is the date the agent was deleted from the call center. If the user is still active, this is “Nil”.
DELETED_TIME
Agent First Name This is the first name of the agent. AGENT_NAME_FIRST Agent Last Name This is the last name of the agent. AGENT_NAME_LAST Agent Phone Number This is the phone number of the agent. AGENT_NUMBER Agent Extension This is the agent’s phone extension. AGENT_EXTENSION
7.4.1.3.2 Unavailable Code Columns
Statistics Description XML Tag (Data Template) or
Column Name (Database View) Code This is the unavailable code used by
the agent. UNAVAILABLE_CODE
Call End Time This is the time the agent ended the
call. CALL_END_TIME
Number of Times This is the number of times the agent used the code during the reporting period.
NUM_USED
7.4.1.4 Agent Disposition Codes Data Template
The Agent Disposition Codes data template is a historical data template and an interval-based data template.
This data template has no filters and no performance parameters.
This data template exposes the statistics described in the following subsections.
7.4.1.4.1 Interval and Agent Data Columns
Statistics Description XML Tag (Data Template) or
Column Name (Database View) Interval Start Time This is the start time of a sampling
period.
START_TIME
Agent User ID This is the agent’s user ID. AGENT_USERID
Statistics Description XML Tag (Data Template) or Column Name
(Database View) Agent Deleted This is the date the agent was deleted
(Database View) Agent Deleted This is the date the agent was deleted