7 Appendix A: Reference Information
7.4 Data Templates
7.4.2 Call Center Data Templates
The following table provides a summary of Call Center data templates, that is, data templates used to generate statistics for reports about one or more call centers or DNISs for a selected data center. The following subsections describe each call center data template in greater detail. The performance parameters and filters for each data template are listed in the specific section for that data template.
Template Name Real-Time Interval-based Statistics
Call Center Interval Statistics
Yes Yes These are call center statistics
grouped into either quarter-hourly, half-quarter-hourly, quarter-hourly, daily, weekly, or monthly sampling periods that include:
Deflected Counters
Counters
High Water Marks
Period Timers Call Center Call
Details No No These are details of calls
received by or placed from selected call centers.
Call Center Disposition Codes
No Yes These are statistics on calls
tagged with disposition codes in selected call centers grouped into either quarter-hourly, half-hourly, half-hourly, daily, or monthly sampling periods.
Call Center Overflow Matrix
No No This is a matrix showing how
many calls overflowed from one call center into each of the other call centers.
It can be grouped into quarter-hourly, half-quarter-hourly, quarter-hourly, daily, weekly, or monthly sampling periods.
7.4.2.1 Call Center Interval Statistics Data Template
The Call Center Interval Statistics data template is a real-time data template and an interval-based data template.
The High Water Marks statistics are only available for historical reports:
In addition, the following performance parameters can be used in a report template:
Service Level Thresholds
Service Level Objective
Abandoned Calls
This data template supports the filters listed in the following table.
Filter Number Filter Name Description Filter Value 1 Calls to Queue ≥ x This selects call center or
DNIS statistics in an interval if the number of calls sent to the queue is greater than a specified threshold.
Threshold: 1 through 999,999 calls
2 Calls Bounced ≥ x This selects call center or DNIS statistics in an interval if the number of calls bounced is greater than a specified threshold.
Threshold: 1 through 999,999 calls
3 Calls Abandoned ≥ x This selects call center or DNIS statistics in an interval if the number of calls abandoned is greater than a specified threshold.
Threshold: 1 through 500,000 calls
4 Longest Waiting
Time ≥ x This selects call center or DNIS statistics in an interval if the longest waiting time is greater than a specified threshold.
Threshold: 1 through 7200 seconds
5 StaffTime ≥ x This selects call center or
DNIS statistics in an interval if the staff time is greater than a specified threshold.
Threshold: 1 through 999,999 seconds
6 StaffTime ≤ x This selects call center or
DNIS statistics in an interval if the staff time is less than a specified threshold.
Threshold: 1 through 999,999 seconds
This data template provides the performance counters listed in the following table in addition to the exposed statistics, described in the following subsections.
Statistic Description XML Tag
Service-level Performance
This performs up to five service-level calculations for each call center or DNIS per interval.
SVC_LEVEL_PERFOR
This counts the number of calls abandoned within a specified time. Up to four thresholds can be specified, resulting in up to four different counts.
CALLS_ABANDONED_
WITHIN (up to four occurrences)
7.4.2.1.1 Interval and Call Center/DNIS Columns
Call Center Data
Description XML Tag
(Data Template) or Column Name (Database View) Interval Start
Time
This is the start time of a sampling period. START_TIME
Call Center User ID
This is the call center user ID. It is “Nil” if a DNIS list is provided as input.
CC_USERID
Call Center Deleted Time
This is the time the call center was deleted from the enterprise/group. It is “Nil” if the call center is still active or if a DNIS list was provided as input.
CC_DELETED_TIME
Call Center
Name This is the name of the call center. It is “Nil” if a
DNIS list was provided as input. CC_NAME
DNIS Name This is the DNIS name. It is “Nil” if a call center list was provided as input.
DNIS_NAME
DNIS Deleted Time
This is the time the DNIS was deleted from the call center. It is “Nil” if the DNIS is still active or if a call center list was provided as input.
DNIS_DELETED_TIME
DNIS Number This is the DNIS phone number. It is “Nil” if a call center list was provided as input.
DNIS_NUMBER
7.4.2.1.2 Deflected Call Counter Columns
Statistic Description XML Tag
(Data Template) or Column Name
This is the number of calls received by this destination that were transferred because of overflow size.
This is the number of calls received by this destination that were transferred because of overflow time.
This is the number of calls that had overflow processing applied because of the maximum queue size.
OVERFLOW_BY_SIZE
Calls Forced
Forwarded This is the number of calls that had the Forced
Forwarding policy applied. CALLS_FORCE_FORW
ARDED Calls to Night
Service This is the number of calls that had the Night Service
policy applied. CALLS_TO_NIGHT_SE
RVICE Calls to
Holiday Service
This is the number of calls that had the Holiday
Service policy applied. CALLS_TO_HOLIDAY_
SERVICE
7.4.2.1.3 Counter Columns
Statistic Description XML Tag
(Data Template) or Column Name (Database View)
Calls to Queue This is the number of calls placed into the queue. CALLS_TO_QUEUE Calls
Presented
This is the number of calls presented to agents. CALLS_OFFERED_TO_
AGENTS Calls
Overflowed – Time
This is the number of calls that had overflow processing applied because of the maximum wait time.
OVERFLOW_BY_TIME
Calls Bounced This is the number of calls bounced while being presented to an agent.
CALLS_BOUNCED
Calls Bounced – Left Queue
This is the number of calls transferred out of the queue because of bounced processing. Note that this number is included in the total bounced calls (Calls Bounced).
CALLS_BOUNCED_OU T_OF_QUEUE
Calls Stranded This is the number of calls that had stranded processing applied.
CALLS_STRANDED
Calls Transferred
This is the number of calls transferred out of the queue by a supervisor.
CALLS_TRANSFERRE D
Calls Escaped This is the number of calls that were removed from the queue via the ESCAPE key.
CALLS_ESCAPED
Calls Abandoned
This is the number of calls that are abandoned by the caller when calls are in queue or when calls are ringing for an agent.
CALLS_ABANDONDED
This is the number of calls that are abandoned by the caller when calls are in queue and being played the entrance message.
CALLS_ABANDONDED _AT_ENTRANCE
Calls
Answered This is the number of calls answered. It should be noted that the calls bounced = calls presented – calls answered.
CALLS_ANSWERED
7.4.2.1.4 High Water Mark Columns
Statistic Description XML Tag
(Data Template) or Column Name (Database View) Longest
Waiting Time
This is the maximum amount of time a caller waited in the queue (including any preserved wait time from other queues).
For an answered call, the wait time does not include ringing time prior to answer. If the call was
previously offered to an agent and bounced, then the ringing time associated with that call is accounted for as wait time, and is included.
The time during which the whisper message (if applicable) is playing is accounted for as ring time, and is not included.
LONGEST_WAITING_TI ME
Statistic Description XML Tag
(Data Template) or Column Name (Database View) Longest
Answered Time
This is the maximum amount of time a caller waited before the call was answered for this reporting period. This is the waiting time (above) plus the ringing time before answer.
The time during which the whisper message (if applicable) is playing is accounted for as ring time, and is included.
LONGEST_ANSWERED _TIME
Longest Wait – Abandoned
This is the maximum amount of time a caller waited (including any preserved wait time from other queues) before abandoning the call for this reporting period.
LONGEST_WAIT_ABAN DONED
7.4.2.1.5 Period Timer Columns
Statistic Description XML Tag
(Data Template) or Column Name (Database View) Total Queue
Time
This is the total amount of time that calls were in queue (includes offer time to agent) during the reporting period.
TOTAL_QUEUE_TIME
Total Wait
Time This is the sum of all times that calls waited before being answered by an agent during the reporting period. The total wait time does not include the ring time.
The total wait time does not include the ring time for the calls that are actually answered by the agent. If the call was previously offered to an agent and bounced, then the ringing time associated with that call is accounted for as wait time, and is included.
In addition, the time during which the whisper message is playing is accounted for as ring time, and is not included.
TOTAL_WAIT_TIME
Total Ring
Time This is the sum of all times that calls were being presented to an agent during the reporting period.
The call whisper time shall count as ring time and the answer timer shall be started when the two parties are connected.
The total ring time includes only the ring time for the calls that are actually answered by the agent. If the call was previously offered to an agent and bounced, then the ringing time associated with that call is accounted for as wait time, and is not included.
In addition, the time during which the whisper message is playing is accounted for as ring time, and is included.
TOTAL_RING_TIME
Total Abandonment Wait Time
This is the sum of all times that calls waited before abandoning the queue during the reporting period.
TOTAL_WAIT_ABANDO NED
Staff Time This is the total length of time during which agents were joined to the queue and not signed out during the reporting period.
TOTAL_STAFF_TIME
7.4.2.2 Call Center Call Details Data Template
The Call Center Call Details data template is a historical data template.
This template has no performance parameters.
This data template supports the filters in the following table.
Filter Number Filter Name Description Filter Value 1 Calling Number = x This selects a call center
or DNIS call if the number of the calling number equals the one provided.
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 Wait Time in Queue ≥ x This selects a call center or DNIS call if the call’s wait time in queue is greater than a specified threshold.
Threshold: 1 through 7200 seconds
3 Call Abandoned? This selects a call center or DNIS call based on
4 Call Overflowed from
Other Call Center?
This selects a call center or DNIS call based on whether it has
overflowed from another call center.
“T”, “TRUE”, “F”, or
“FALSE”
(case-insensitive)
5 Disposition Codes NOT
NULL
This selects a call center or DNIS call if at least one disposition code has been applied.
None
This data template exposes the statistics described in the following subsections.
7.4.2.2.1 Call Center/DNIS Columns
Call Center Data
Description XML Tag (Data Template) or Column Name (Database View) Call Center
User ID
This is the call center user ID. It is
“Nil” if a DNIS list is provided as input.
CC_USERID
Call Center
Deleted Time This is the time the call center was deleted from the enterprise/group. It is
“Nil” if the call center is still active or if a DNIS list was provided as input.
CC_DELETED_TIME
Call Center Name
This is the name of call center. It is
“Nil” if a DNIS list was provided as input.
CC_NAME
DNIS Name This is the DNIS name. It is “Nil” if a call center list was provided as input.
DNIS_NAME
DNIS Deleted Time
This is the time the DNIS was deleted from the call center. It is “Nil” if the DNIS is still active or if a call center list was provided as input.
DNIS_DELETED_TIME
Call Center Description Data
XML Tag (Data Template) or Column Name (Database View) DNIS Number This is the DNIS phone number. It is
“Nil” if a call center list was provided as input.
DNIS_NUMBER
7.4.2.2.2 Call Details Columns
Statistics Description XML Tag (Data Template) or Column Name (Database View) Call Start Time This is the time the agent answered
the call.
START_TIME
Call End Time This is the time the agent ended the call.
END_TIME
Call Center Name
This is the call center name. CALL_CENTER_NAME
DNIS Name This is the DNIS name. DNIS_NAME
DNIS Number This is the DNIS number. DNIS_NUMBER Calling
Number This is the number calling the queue. CALLING_NUMBER Number
Called This is the DNIS or call center number the caller used (empty if not an incoming ACD call).
NUMBER_CALLED
NetworkCallId This is the NetworkCallId as reported in the CDR (in data; not in report).
NETWORK_CALLID
LocalCallId This is the LocalCallId as reported in the CDR (in data; not in report).
LOCAL_CALLID
Policy Applied This indicates whether a policy was applied prior to the call being queued.
POLICY_APPLIED
Call Result This indicates the result of the call once it has been queued.
CALL_RESULT
Wait Time in Queue
This is the call’s wait time in queue (empty, if forwarded by
Night/Holiday/Forced Forwarding/Overflow).
This wait time includes any preserved wait time if the call was in other queues.
For answered calls, this does not include the ring time for the call that is actually answered by the agent.
If the call was previously offered to an agent and bounced, then the ringing time associated with that call is accounted for as wait time, and is included.
In addition, the time during which the whisper message is playing is accounted for as ring time, and is not included.
WAIT_TIME_IN_QUEUE
Statistics Description XML Tag (Data Template) or Column Name (Database View) Transfer
Number
If the call was transferred from the queue by a supervisor, the transfer number is shown here.
TRANSFER NUMBER
Bounced Count
This is the number of times the call was bounced and the transfer number if it was transferred.
BOUNCED_COUNT
Bounced Call Transfer Number
This is the transfer number if the call was transferred as a result of being bounced.
BOUNCED_TRANSFER_NUMBER
Talk Time This is the time an agent spends talking on a call. This does not include the time the caller is on hold.
Note that this does not include the time after the call has been transferred by the agent.
TALK_TIME
Hold Time This is the total time the call was put on hold by the answering agent, in seconds. Note that this does not include time after the call has been transferred by the agent.
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. (It is empty if the call is not answered by an agent, but “0” if it is answered by an agent and does not go to wrap-up).
WRAPUP_TIME
Transfer Number
This is the number of the transfer of the agent who transferred the call.
TRANSFER_AGENT
Disposition Codes
This is a list of disposition codes that were applied to the call or in the subsequent wrap-up period.
DISPOSITION_CODES
7.4.2.3 Call Center Disposition Codes Data Template
The Call Center Interval Statistics 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 following subsections.
7.4.2.3.1 Interval and Call Center/DNIS Columns
Call Center Data
Description XML Tag (Data Template) or Column Name (Database View) Interval Start
Time
This is the start time of a sampling period.
START_TIME
Call Center User ID
This is the call center user ID. It is
“Nil” if a DNIS list is provided as input.
CC_USERID
Call Center Deleted Time
This is the time the call center was deleted from the enterprise/group. It is
“Nil” if the call center is still active or if a DNIS list was provided as input.
CC_DELETED_TIME
Call Center Description Data
XML Tag (Data Template) or Column Name (Database View) Call Center
Name
This is the name of call center. It is
“Nil” if a DNIS list was provided as input.
CC_NAME
DNIS Name This is the DNIS name. It is “Nil” if a call center list was provided as input.
DNIS_NAME
DNIS Deleted
Time This is the time the DNIS was deleted from the call center. It is “Nil” if the DNIS is still active or if a call center list was provided as input.
DNIS_DELETED_TIME
DNIS Number This is the DNIS phone number. It is
“Nil” if a call center list was provided as input.
DNIS_NUMBER
7.4.2.3.2 Disposition Code Columns
Statistics Description XML Tag (Data Template) or Column Name (Database View) Code This is the disposition code used by
the agent.
DISPOSITION_CODE
Disposition
Num Calls This is the number of calls tagged with the disposition code and completed during the reporting period. Note that if a call is tagged twice with the same disposition code, it counts as two calls.
This statistic is updated at the time that the disposition code is entered.
NUM_CALLS_USED
7.4.2.4 Call Center Overflow Matrix Data Template
The Call Center Interval Statistics data template is a historical data template.
This data template has no filters and no performance parameters.
This data template exposes the statistics described in the following subsection.
7.4.2.4.1 Matrix Columns
Call Center Data
Description XML Tag (Data Template) or Column Name (Database View) Call Center
Name
This is the name of the call center. CC_NAME. One for each call center provided as input.