This section provides the range (cumulative and historical) statistic calculations.
NOTE: Some statistics (such as Name, User ID, and Location) do not have calculations—the statistics depend on real-time updates from the servers (for example, from the T-Server and the Routing Server). The servers provide the key only. The Manager application associates the key with the actual value.
The abbreviations for the table names used in the calculations are defined in the following table.
A.5.1 User range statistic calculations
The statistics available in user cumulative and historical reports depend on the Report By option used when generating the report. For more information, see Section 2.4.4, “Report By options”, on page 22.
Abbreviation Table name
[AFM] agentfifteenmin [AR] agentrecord [ASFM] agentstatefifteen
[ASRF] agentstatereasonfifteen
[CB] callbackrecord [CB15] callbackfifteenmin [CR] callrecord [CT15] calltypefifteenmin [DNIS15] dnisfifteenmin [GFM] groupfifteenmin [GSFM] groupstatefifteen
[PPRF] userpostprocessingreasonfifteenmin
[WRF] wrapupreasonfifteenmin
Table 32 Table name abbreviations
Range statistic calculations
A.5.1.1 User range statistic calculations (User, Department, or Site)
For descriptions of the statistics based on the calculations in this section, see Section 4.3.1.1, “User cumulative and historical statistics (User, Department, or Site)”, on page 72.
Column Category Calculation
Name (none) AgentKey[AFM] or [ASFM]
User ID (none) AgentKey[AFM] or [ASFM]
Location (none) AgentLocation[AFM] or [ASFM]
Utilization (none) (*1) ((TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6)) + BusyDur[ASFM] + IdleDur[ASFM]) / LogonTime[ASFM]
* 100
(*2) ((TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6)) + BusyDur[ASFM]) / LogonTime[ASFM] * 100
Maximum Routed Handling Time
(none) MaxHandlingTime[AFM] (ContactType = 1,5,6)
Time First Logon FirstLogon[ASFM] + offset from UTC (Coordinated Universal Time) time
Media Type First Logon FirstLogonMediaType[ASFM]
Time Last Logoff LastLogoff[ASFM] + offset from UTC (Coordinated Universal Time) time
Media Type Last Logoff LastLogoffMediaType[ASFM]
All Initiated
Contacts
NumInitiated[AFM] (ContactType = 1,3,4,7)
Routed Initiated Contacts
NumInitiated[AFM] (ContactType = 1)
Direct Initiated Contacts
NumInitiated[AFM] (ContactType = 3,4,7)
Direct Outgoing
NumOfferedPrim[AFM] + NumOfferedOver[AFM] + NumOfferedOther[AFM] (ContactType = all)
Routed Offered
Contacts
NumOfferedPrim[AFM] + NumOfferedOver[AFM] + NumOfferedOther[AFM] (ContactType = 1,5,6)
Routed Primary Offered
NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] (ContactType = all)
Routed Handled
Contacts
NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] (ContactType = 1,5,6)
Table 33 User range statistic calculations (User, Department or Site)
Range statistic calculations
HoldCountPrim[AFM] + HoldCountOver[AFM] + HoldCountOther[AFM] (ContactType = 1,5)
HoldCountPrim[AFM] + HoldCounOver[AFM] + HoldCountOther[AFM] (ContactType = 5) Consulted
Voice
Routed Contacts
ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] (ContactType = 1,5)
ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] (ContactType = 6)
Logged On Total Time LogonTime[ASFM]
Idle Total Time IdleDur[ASFM]
Busy Total Time BusyDur[ASFM]
Away Total Time AwayDur[ASFM]
Ringing Total Time RingTime[AFM] (ContactType = 1,2,3,4,5) Pending Total Time PendingTime[AFM] (ContactType = 1,5,6) Routed Talked Total Time TalkTime[AFM] (ContactType = 1,5) Routed Held Total Time HoldTime[AFM] (ContactType = 1,5) Routed
Consulted
Total Time ConsultTime[AFM] (ContactType = 1,5)
Routed Processing
Total Time ProcessingTime[AFM] (ContactType = 5,6)
Routed Post-processing
Total Time PostProcessingTime[AFM] (ContactType = 1,5,6) Column Category Calculation
Table 33 User range statistic calculations (User, Department or Site)
Other Total Time DialingDur[ASFM] + QueuedDur[ASFM] + OutOfServiceDur[ASFM] + LineBusyDur[ASFM] + UnknownDur[ASFM] + PendingTime[AFM]
All Total
Handling Time
TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
+ ProcessingTime[AFM] + PostProcessingTime[AFM]
(ContactType = all)
TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
+ ProcessingTime[AFM] (ContactType = all)
Routed Total Handling Time
TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
+ ProcessingTime[AFM] + PostProcessingTime[AFM]
(ContactType = 1,5,6)
TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
+ ProcessingTime[AFM] (ContactType = 1,5,6)
Direct Total Handling Time
(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
(ContactType = 2,3,4)) + ProcessingTime[AFM]
(ContactType = 7)
TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
(ContactType = 2)
TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
(ContactType = 3)
TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
(ContactType = 4)
Busy Average Time BusyDur[ASFM]/(BusyCount[ASFM] + AdditionalBusyCount[ASFM])
Ringing Average Time RingTime[AFM] (ContactType = 1,2,3,4,5) /
((NumOfferedPrim[AFM] + NumOfferedOver[AFM] + NumOfferedOther[AFM] (ContactType = all)) + AdditionalRingCount[AFM])
Routed Talked Average Time TalkTime[AFM] / (NumHandledPrim[AFM] +
NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM) (ContactType = 1,5) Routed Held Average Time HoldTime[AFM] / (HoldCountPrim[AFM] +
HoldCountOver[AFM] + HoldCountOther[AFM] + AdditionalHoldCount[AFM]) (ContactType = 1,5) Routed
Consulted
Average Time ConsultTime[AFM] / (ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] + AdditionalConsultCount[AFM]) (ContactType = 1,5) Column Category Calculation
Table 33 User range statistic calculations (User, Department or Site)
Range statistic calculations
Routed Processing
Average Time ProcessingTime[AFM] / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalProcessingCount[AFM]) (ContactType = 5,6) Routed
Post-processing
Average Time PostProcessingTime[AFM]) (ContactType = 1,5,6) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM]
(TalkTime[AFM] + HoldTime[AFM] +
ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = all)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM]
(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
+ ProcessingTime[AFM] (ContactType = all)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] ) + AdditionalTalkCount[AFM]
+ AdditionalHoldCount[AFM] +
(TalkTime[AFM] + HoldTime[AFM] +
ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM]
(TalkTime[AFM] + HoldTime[AFM] +
ConsultTime[AFM] + ProcessingTime[AFM] + (ContactType = 1,5,6)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM] +
Table 33 User range statistic calculations (User, Department or Site)
Direct Average Handling
Time
(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
(ContactType = 2,3,4)) + ProcessingTime[AFM]
(ContactType = 7) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] +
(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
(ContactType = 2)) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] +
AdditionalHoldCount[AFM] +
AdditionalConsultCount[AFM] (ContactType = 2)) Direct Outgoing
Voice
Average Handling Time
(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
(ContactType = 3)) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] +
AdditionalHoldCount[AFM] +
AdditionalConsultCount[AFM] (ContactType = 3)) Direct Internal
Voice
Average Handling Time
(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
(ContactType = 4)) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] +
ProcessingTime[AFM] / (NumHandledPrim[AFM] + AdditionalProcessingCount[AFM])) (ContactType = 7)
RingTime[AFM] (ContactType = 1,2,3,4,5) * 100 / LogonTime[ASFM]
Other Percentage
Time
(DialingDur[ASFM] + QueuedDur[ASFM] + OutOfServiceDur[ASFM] + LineBusyDur[ASFM] + UnknownDur[ASFM] + PendingTime[AFM]) * 100 / LogonTime[ASFM]
Post-processing
Percentage Time
PostProcessingTime[AFM] (ContactType = 1,5,6) * 100 / LogonTime[ASFM]
All Percentage
Handling Time
(TalkTime[AFM] + HoldTime[AFM] +
ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM]
(ContactType = all)) * 100 /LogonTime[ASFM]
Column Category Calculation
Table 33 User range statistic calculations (User, Department or Site)
Range statistic calculations
A.5.1.2 User range statistic calculations (User by Queue)
For descriptions of the statistics based on the calculations in this section, see Section 4.3.1.2, “User historical statistics (User by Queue)”, on page 79.
All Excluding
(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
+ ProcessingTime[AFM]) (ContactType = all)) * 100 / LogonTime[ASFM]
Routed Percentage Handling
Time
(TalkTime[AFM] + HoldTime[AFM] +
ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6)) * 100/LogonTime[ASFM]
(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM]
(ContactType = 1,5,6)) * 100/LogonTime[ASFM]
Direct Percentage Handling
Time
(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]
(ContactType = 2,3,4)) + ProcessingTime[AFM]
(ContactType = 7) * 100 /LogonTime[ASFM]
Direct Incoming Voice
Percentage Handling Time
(TalkTime[AFM] + HoldTime[AFM] +
ConsultTime[AFM]) (ContactType = 2) * 100 / LogonTime[ASFM]
(TalkTime[AFM] + HoldTime[AFM] +
ConsultTime[AFM]) (ContactType = 3) * 100 / LogonTime[ASFM]
(TalkTime[AFM] + HoldTime[AFM] +
ConsultTime[AFM]) (ContactType = 4) * 100 / LogonTime[ASFM]
ProcessingTime[AFM] (ContactType = 7) * 100 / LogonTime[ASFM]
count(*) from [AR] where jointype[AR] <> 1 and ContactType[AR] in (1, 5, 6)
Initiated Routed Contacts
count(*) from [AR] where jointype[AR] = 1 and ContactType[AR] in (1, 5, 6)
Table 34 User range statistic calculations (User by Queue) Column Category Calculation
Table 33 User range statistic calculations (User, Department or Site)
Handled Routed Contacts
count(*) from [AR] where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47)
Deferred Routed Contacts
sum(holdquantity) from [AR] where ContactType = 6
Held Routed Contacts
count(*) from [AR] where ContactType in (1, 5) and holdquantity > 0
Consulted Routed Contacts
count(*) from [AR] where consultholdquantity >0
Undelivered Routed Contacts
count(*) from [AR] where TermType = 48
Unhandled Routed Contacts
count(*) from [AR] where TermType in (12, 16, 19, 20, 30, 39, 46)
Reserved Routed Contacts
count(*) from [AR] where sequencenumber[AR] = assignedagent[CR] and calltypestepnum[CR] = 9998 Abandoned
While Ringing
Routed Contacts
count(*) from [AR] where TermType = 3 and JoinType
<> 1 Transferred Routed
Contacts
count(*) from [AR] where TermType in (9, 13, 14, 17, 21, 23,36)
Routed Deferred
Average Time Sum(totholdtime[AR]) / sum(holdquantity[AR]) where ContactType = 6
Routed Consulted
Average Time Sum(totconsultholdtime[AR]) / Sum(consultholdquantity[AR])
Routed Held Average Time Sum(totholdtime[AR]) / sum(holdquantity[AR]) where ContactType in (1, 5)
Routed Post-processing
Average Time Sum(totpostprocessingtime[AR]) / count(*) from [AR]
where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47) and ContactType[AR] in (1, 5, 6)
All Average
Handling Time
Sum(Tothandlingtime[AR] +
Totpostprocessingtime[AR]) / count(*) from [AR]
where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47) and ContactType[AR] in (1, 5, 6)
All Excluding Post-processing
Average Handling Time
Sum(Tothandlingtime[AR]) / count(*) from [AR] where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47) and ContactType[AR] in (1, 5, 6)
Column Category Calculation
Table 34 User range statistic calculations (User by Queue)
Range statistic calculations
A.5.2 Group range statistic calculations
For descriptions of the statistics based on the calculations in this section, see Section 4.3.2, “Group cumulative and historical statistics”, on page 81.
Column Category Calculation
Name (none) GroupKey[GFM] or [GSFM]
Time Interval (none) Recordtimestamp[GFM] or [GSFM]
All Received Contacts NumReceivedPrim[GFM] + NumReceivedOver[GFM]
Primary Received Contacts NumReceivedPrim[GFM]
Overflow Received Contacts NumReceivedOver[GFM]
Offered Elsewhere
Received Contacts NumRHOE[GFM]
All Offered Contacts NumOfferedPrim[GFM] + NumOfferedOver[GFM]
Primary Offered Contacts NumOfferedPrim[GFM]
Overflow Offered Contacts NumOfferedOver[GFM]
All Consulted Contacts NumConsultPrim[GFM] + NumConsultOver[GFM]
Primary Consulted Contacts NumConsultPrim[GFM]
Overflow Consulted Contacts NumConsultOver[GFM]
All Transferred
Contacts
NumTransferPrim[GFM] + NumTransferOver[GFM]
Primary Transferred Contacts
NumTransferPrim[GFM]
Overflow Transferred Contacts
NumTransferOver[GFM]
Interval Start Waiting Contacts WaitCountBegin[GFM]
Interval End Waiting Contacts WaitCountEnd[GFM]
Maximum Logged On User MaxCounLogOn[GSFM]
Minimum Logged On User MinCountLogOn[GSFM]
Average Logged On User TotLogonTime[GSFM] /Period[GSFM]
Table 35 Group range statistic calculations
A.5.3 Contact historical statistic calculations
For descriptions of the statistics based on the calculations in this section, see Section 4.3.3, “Contact historical statistics”, on page 83.
Column Category Calculation
Source (none) Monitored source’s name defined in the Manager application.
Queue Name (none) CallTypeKey[CR]
Destination (none) OrigDestination[CR]
Abandon Rate (none) (count(*) from [CR] where ContactType in (1, 6) and WaitResolution = 2) / (count(*) from [CR] where ContactType in (1, 6))
Received Contacts count(*) from [CR] where ContactType in (1, 6) Answered Contacts count(*) from [CR] where ContactType in (1, 6) and
WaitResolution = 1
Abandoned Contacts count(*) from [CR] where ContactType in (1, 6) and WaitResolution = 2
Redirected Contacts count(*) from [CR] where ContactType in (1, 6) and WaitResolution = 3
System disconnected
Contacts count(*) from [CR] where ContactType in (1, 6) and TermType = 35
Requeued Contacts count(*) from [CR] where ContactType in (1, 6) and TermType = 7
Auto-handled E-mail
Contacts count(*) from [CR] where ContactType in (1, 6) and TermType in (32, 34)
Transferred Out of Scope
Contacts count(*) from [CR] where ContactType in (1, 6) and TermType in (9, 12, 13, 14, 16, 17, 20, 21, 23, 30, 36) Average
Waiting
Contact Time Sum(WaitTime) / count(*) from [CR] where ContactType in (1, 6)
Average Contact Time Sum(ContactComplete) / count(*) from [CR] where ContactType in (1, 6)
Average Excluding Post-processing
Contact Time Sum(CallEnd) / count(*) from [CR] where contacttype in (1, 6)
Average Post-processing
Contact Time Sum(ContactComplete - CallEnd) / count(*) from [CR] where contacttype in (1, 6, 8)
Table 36 Contact historical statistic calculations
Range statistic calculations
A.5.4 Callback range statistic calculations
The statistics that are available in callback cumulative and historical reports depend on the Report By option used when creating the report. For more information, see Section 2.4.4, “Report By options”, on page 22.
A.5.4.1 Callback range statistic calculations (Queue or Aggregate)
For descriptions of the statistics based on the calculations in this section, see Section 4.3.4.1, “Callback cumulative and historical statistics (Queue or Aggregate)”, on page 85.
Column Category Calculation
Name (none) The servers (Reporting and Real-Time) provide the queue or aggregate key only. The Manager application associates the key with the actual name.
(none) NumSuccessful[CB15] / ( NumSuccessful[CB15]
+ NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] +
NumTimedOut[CB15]) Percentage
Unsuccessful
(none) (NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] +
NumTimedOut[CB15]) / ( NumSuccessful[CB15]
+ NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] +
NumTimedOut[CB15]) Queued Before (none) NumCallbacksReq[CB15]
Requeued out (none) NumRequeued[CB15]
All Unsuccessful NumDeleted[CB15] + NumMaxRetry[CB15] + NumSheduledExpired[CB15] +
A.5.4.2 Callback historical statistic calculations (Result)
For descriptions of the statistics based on the calculations in this section, see Section 4.3.4.2, “Callback historical statistics (Result)”, on page 86.
A.5.5 Queue range statistic calculations
The statistics that are available in queue cumulative and historical reports depend on the Report By option that is used when generating the report. For more information, see Section 2.4.4, “Report By options”, on page 22.
Average Contact Time (TotContactTime[CB15] + TotPostProcessingTime[CB15]) / (NumCallbacks[CB15] +
AdditionalCallbacksCount[CB15] + AdditionalPostProcessingCount[CB15]) Average Excluding
Post-processing
Contact Time TotContactTime[CB15] / (NumCallbacks[CB15] + AdditionalCallbacksCount[CB15])
Average Post-processing
Contact Time TotPostProcessingTime[CB15]/
(NumCallbacks[CB15] +
AdditionalCallbacksCount[CB15])
Column Column Calculation
Attempts (none) NumAttempts[CB]
Origin (none) CallOrigin[CB]
Queue Name (none) CallTypeKey[CB]
Result (none) FinalResult[CB]
Tries (none) NumTries[CB]
Telephone Number Last Try OrigDestination[CR]
Time Last Try CallStart[CR] + offset from UTC (Coordinated Universal Time)
User Name Last Try FinalAgentKey[CB]
Table 38 Callback historical statistic calculations (Result)
Column Category Calculation
Table 37 Callback range statistic calculations (Queue or Aggregate)
Range statistic calculations
A.5.5.1 Queue range statistic calculations (Queue or Aggregate)
For descriptions of the statistics based on the calculations in this section, see Section 4.3.5.1, “Queue cumulative and historical statistics (Queue or
Aggregate)”, on page 87.
Column Category Calculation
Name (none) Calltypekey[CT15]
Service Level (none) 8 formulas
sp_SvcLvlNum / sp_SvcLvlDenom (where sp_ = Stored Procedure Name)
Abandon Rate (none) NumAbandoned[CT15] / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15] + NumAbandoned[CT15] + NumRedirectedOutScope[CT15]) Answer Rate (none) (NumAnsweredPrim[CT15] +
NumAnsweredOver[CT15])/
Out of Scope Redirected Contacts
NumRedirectedOutScope[CT15]
Out of Scope Transferred Contacts
NumTransferredOut[CT15
All Average Wait
Time
TotWaitTime[CT15] / (NumReceived[CT15] + WaitCountBegin[CT15])
Redirected Maximum Wait
Answered1[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15]) 2 Interval Answered
Contacts
Answered2[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15]) 3 Interval Answered
Contacts
Answered3[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15]) 4 Interval Answered
Contacts
Answered4[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15]) 5 Interval Answered
Contacts
Answered5[CT15] * 100 / (NumAnsweredPrim[CT15] +
Abandoned1[CT15] * 100 / NumAbandoned[CT15]
2 Interval Abandoned Contacts
Abandoned2[CT15] * 100 / NumAbandoned[CT15]
3 Interval Abandoned Contacts
Abandoned3[CT15] * 100 / NumAbandoned[CT15]
4 Interval Abandoned Contacts
Abandoned4[CT15] * 100 / NumAbandoned[CT15]
5 Interval Abandoned Contacts
Abandoned5[CT15] * 100 / NumAbandoned[CT15]
Minimum Queued Contacts MinCountWaiting[CT15]
Average Queued Contacts TotWaiting[CT15] / Period[CT15]
Maximum Queued Contacts MaxCountWaiting[CT15]
Interval Start Queued Contacts WaitCountBegin[CT15]
Interval End Queued Contacts WaitCountEnd[CT15]
Minimum Overflowed Contacts
MinCountOverflows[CT15]
Column Category Calculation
Table 39 Queue range statistic calculations (Queue or Aggregate)
Range statistic calculations
Average Overflowed Contacts
NumOverflows[CT15] / (NumReceived[CT15] + WaitCountBegin][CT15])
Total Contact Time TotContactTime[CT15] +
TotPostProcessingContactTime[CT15]
Contact Time TotPostProcessingContactTime [CT15]
Average Contact Time (TotContactTime[CT15] +
TotPostProcessingContactTime[CT15]) /
Contact Time TotContactTime[CT15] / (NumReceived[CT15] + AdditionalContactCount[CT15])
Average Post-processing
Contact Time TotPostProcessingContactTime [CT15] / (NumReceived[CT15] +
AdditionalContactCount[CT15]) Total Deferred Time TotDeferTime[CT15]
Average Deferred Time TotDeferTime[CT15] / (DeferCount[CT15] + DeferInProgress[CT15])
Column Category Calculation
Table 39 Queue range statistic calculations (Queue or Aggregate)
A.5.5.2 Queue historical statistic calculations (Queue by User)
For descriptions of the statistics based on the calculations in this section, see Section 4.3.5.2, “Queue historical statistics (Queue by User)”, on page 92.
Total Externally
Received Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6) Answered Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6)
and WaitResolution[CR] = 1
Abandoned Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6) and WaitResolution[CR] = 2
Held Contacts count(*) from [CR] where ContactType[AR] in (1, 5) and HoldQuantity[AR] > 0
Deferred Contacts Sum(HoldQuantity[AR]) where ContactType[AR] = 6 Redirected Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6)
and WaitResolution[CR] = 3
Reserved Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6) and CallTypeStepNum[CR] = 9998
Consulted Contacts count(*) from [CR] where ContactType[CR] in (1, 5, 6) and ConsultHoldQuantity[AR] >0
Average Contact Time Sum(ContactComplete[CR])/ count(*) from [CR] where ContactType[CR] in(1, 5, 6)
Average Excluding Post-processing
Contact Time Sum(CallEnd[CR])/ count(*) from [CR] where ContactType[CR] in (1, 5, 6)
Consulted Average Time Sum(TotConsultHoldTime[AR]) / count(*) from [CR]
where ContactType[CR] in (1, 5, 6) and ConsultHoldQuantity[AR] >0
Held Average Time [Sum(TotHoldTime[AR]) / (count(*) from [CR] where HoldQuantity[AR] > 0)] where ContactType[AR] in (1, 5) Table 40 Queue historical statistic calculations (Queue by User)
Column Category Calculation
Table 39 Queue range statistic calculations (Queue or Aggregate)
Range statistic calculations
A.5.6 Destination range statistic calculations
For descriptions of the statistics based on the calculations in this section, see Section 4.3.6, “Destination cumulative and historical statistics”, on page 93.
Deferred Average Time Sum(TotHoldTime[AR]) / Sum(HoldQuantity[AR]) where ContactType[AR] = 6
Waiting Average Time (Sum(WaitTime[CR]) / count(*) from [CR] ) where ContactType[CR] in (1, 5, 6)
Post-processing
Average Time Sum(ContactComplete[CR] - CallEnd[CR])/ count(*) from [CR] where ContactType[CR] in (1, 5, 6)
Column Category Calculation
Destination (none) ResourceKey[DNIS15]
Abandon Rate (none) NumAbandoned[DNIS15]*100 / (NumAnswered[DNIS15] +
Average Waiting Contact Time TotalWaitTime[DNIS15] / (NumReceived[DNIS15] + InProgressStart[DNIS15]) Total Contact Time TotalContactTime[DNIS15] +
TotPostProcessingTime[DNIS15]
Contact Time TotPostProcessingTime [DNIS15]
Table 41 Destination range statistic calculations Column Category Calculation
Table 40 Queue historical statistic calculations (Queue by User)
A.5.7 Wrap-up reason range statistic calculations
For descriptions of the statistics based on the calculations in this section, see Section 4.3.7, “Wrap-up reason cumulative and historical statistics”, on page 95.
A.5.8 Routing state reason range statistic calculations
For descriptions of the statistics based on the calculations in this section, see Section 4.3.8, “Routing state reason cumulative and historical statistics”, on page 95.
Average Contact Time (TotalContactTime[DNIS15] + TotPostProcessingTime[DNIS15]) / (NumReceived[DNIS15] +
AdditionalContactCount[DNIS15] + AdditionalPostProcessingCount[DNIS15]) Average Excluding
Post-processing
Contact Time TotalContactTime[DNIS15] / (NumReceived[DNIS15] + AdditionalContactCount[DNIS15]) Average
Post-processing
Contact Time TotPostProcessingTime [DNIS15] / (NumReceived[DNIS15] +
AdditionalContactCount[DNIS15]) Interval Start Unhandled
Contacts
InProgressStart[DNIS15]
Interval End Unhandled Contacts
InProgressEnd[DNIS15]
Column Category Calculation
Name (none) AgentKey[WRF]
Reason (none) ReasonKey[WRF]
Count (none) ReasonCount[WRF]
User ID (none) AgentKey[WRF]
Location (none) AgentLocation[WRF]
Table 42 Wrap-up reason range statistic calculations
Column Category Calculation
Name (none) AgentKey[ASRF]
Reason (none) RoutingStateReasonKey[ASRF]
Count Routing State RoutingStateReasonCount[ASRF]
Table 43 Routing state reason range statistic calculations
Column Category Calculation
Table 41 Destination range statistic calculations
Range statistic calculations
A.5.9 Post-processing reason range statistic calculations
For descriptions of the statistics based on the calculations in this section, see Section 4.3.9, “Post-processing reason cumulative and historical statistics”, on page 96.
User ID (none) AgentKey[ASRF]
Location (none) AgentLocation[ASRF]
Total Time Routing State RoutingStateReasonDuration[ASRF]
Average Time Routing State RoutingStateReasonDuration[ASRF]/
(RoutingStateReasonCount[ASRF] + AdditionalRoutingStateReasonCount[ASRF]) State Presence State PresenceState[ASRF]
Count Presence State PresenceStateCount[ASRF]
Total Time Presence State PresenceStateDuration[ASRF]
Average Time Presence State PresenceStateDuration[ASRF]/
(PresenceStateCount[ASRF] + AdditionalPresenceStateCount[ASRF])
Column Category Calculation
Name (none) AgentKey[PPRF]
Reason (none) ReasonKey[PPRF]
User ID (none) AgentKey[PPRF]
Location (none) AgentLocation[PPRF]
Count (none) ReasonCount[PPRF]
Total Time (none) ReasonDuration[PPRF]
Average Time (none) ReasonDuration[PPRF]/ (ReasonCount[PPRF] + AdditionalReasonCount[PPRF])
Table 44 Post-processing reason range statistic calculations
Column Category Calculation
Table 43 Routing state reason range statistic calculations
Index Z
A
abandon rate
by destination 93 by queue 87
current, by queue 70 abandoned contacts
average wait time, by queue 89 count, by destination 93 count, by queue 88
count, by queue by user 92 count, by source 83 defined 112
finished in Call Director or IVR 21 maximum wait time, by queue 89 since shift start, by queue 70 time interval breakdown 88 while ringing count, by user 80 Active presence state, defined 110 activity reports
introduced 15
reporting level restriction 16 scheduled callback statistics 100 source statistics 99
user statistics 97
aggregate level reports, using Report By option 24 alarms, in real-time reports 10
answer rate by queue 87
current, by queue 70 answered contacts
average wait time, by queue 89 by queue, since shift start 71 count, by destination 93 count, by queue 88 count, by queue/user 92 count, by source 83 defined 113
finished in Call Director or IVR 21 maximum wait time, by queue 90 time interval breakdown 88 auto-handled e-mail messages
count, by destination 93 count, by source 84
Available routing state, defined 110
Away presence state defined 110 percentage time 76 users in, by group 67
B
bar charts, in real-time reports 11 Busy presence state
defined 110
percentage time, by user 76 users in, by group 67
C
Call Director, contacts finished in 21 callback attempts, user associated 69 callback reports
activity statistics 100 introduced 17
real-time statistics available 68 callbacks
associated queue, current 68, 85 attempted count, by queue 85
attempted more than once count, by queue 85 average completion time, by queue 85
creating user 68 current state/time in 69
customer name/number, current 68 deleted count, by queue 86
expired schedule associated count, by queue 86 last number/user/time, by result 87
last user attempting 69 origin/result 69, 86
percentage successful/unsuccessful, by queue 85 reached max retry count, by queue 86
requeued in/out counts, by queue 85 status, last attempt 69
tried and attempted count, by queue 85 tried count, by result 86
charting
cumulative reports, introduced 14 real-time reports, introduced 11 Classification contact state, defined 111 conferencing statistics 101
consultations, time setting 20 consulted contacts
average time, by user 80 average time, queue by user 92 average/total time, by queue 89 count, by queue by user 93 routed count, by user 77, 80 total time, by user 79
treatment count breakdown, by group 81
Consulting handling state, defined 109 contact reports
about 17
historical statistics available 83 lengthy unanswered state 107 real-time statistics available 68 contact states, defined 111 contact types, defined 111 contacts
average handling time, by queue by user 92 average post-processing time, by queue by user
92
average/total completion time, by queue 89 current handling time, user 66
destinations of current 68 detailed activity reports 15 eligible to handle, current 68 handling time 115
media of current 68 oldest in queue 71 priority, current 68 source of 114 source of, current 68
type currently handling, user 66 wait time 115
wait time, current 68
waiting for group, current 67 creator, callback 68
cumulative reports charting 14
destination statistics available 93 group statistics available 81 intervals 14
introduced 13 media options 72
Post-processing reason statistics available 96 predefined 36
routing state reason statistics available 95 service level differences 20
trend line 14
user reporting level restriction 19 Wrap-up reason statistics available 95 customer name/number, callback 68
D
Deferred contact state, defined 111 deferred contacts
average handling time, by queue by user 92 average time, by user 80
average/total time, by queue 89 count, by queue by user 93
routed count, by user 77, 80 defining reports 7
deleted resources 101 department level reports
historical statistics available 72 using Report By option 23 Department reporting level 19 destination reports
cumulative/historical statistics available 93 introduced 17
destinations
abandon rate 93
abandoned contacts count 93 answered contacts count 93 average wait time 94
average/total contact completion time 94 outstanding contacts 68
received contacts count 94 requeued count 94
Dialing handling state, defined 109 direct contacts
average handling time user breakdowns 73 current handling, by group 67
defined 111
handled count, by user 74 initiated count, by user 75 offered count, by user 75
percentage handling time, by user 76 total handling time, by user 78
discarded contacts, routed count, by user 77 disconnected contacts
count, by destination 94 count, by source 84 documentation recalled, by user 74 state, defined 111
F
formulas, Manager application 19 Full reporting level 19
G
generating reports 7 group reports
cumulative/historical statistics available 81 introduced 17
real-time statistics available 67
H
handled contacts
average time user breakdowns 73 average time, by user 73, 80 count breakdowns, by user 74 current, by group 67
handling time, current contact 66 maximum time, routed, user 72
percentage handling time breakdown, by user 76 routed count, by user 80
handling states defined 109
history of changes 15 handling time
average/total, by queue 89 defined 115
held contacts
average handling time, by queue by user 92 average time, by user 74, 80
routed overflow/primary count, user 77 historical reports
contact statistics available 83 destination statistics available 93 group statistics available 81 introduced 12
locations in different time zones 25 media options 72
Post-processing reason statistics available 96 predefined 41
ranges and intervals 12
routing state reason statistics available 95 scheduling options 13
service level differences 20 time zone options 25
user reporting level restriction 19 Wrap-up reason statistics available 95 Holding handling state, defined 109
I
average handling time user breakdowns 73 defined 111
handled count, by user 74
percentage handling time, by user 76 total handling time, by user 78
initiated contacts
count breakdowns, by user 75 routed count, by user 80 internal contacts
average handling time user breakdowns 73 defined 111
handled count, by user 74 initiated count, by user 75
percentage handling time, by user 76 total handling time, by user 78 intervals
absent from report 12, 14 contacts waiting, by queue 90 in cumulative reports 14 introduced 12
reconciling numbers issues 105 retention of rollup data 104 start/end contact count 83
start/end waiting count, by destination 94 IVR Suspended contact state, defined 111 IVRs, contacts finished in 21
L
Line Busy handling state, defined 109 Line Queued handling state, defined 109 locations, options in user activity reports 16 log on/off
first logon details 74 group statistics 82 last logoff details 75 Logged Off
presence state, defined 110 routing state, defined 110 Logged On user count, by group 67
M
Manager application settings 19 media
associated with queue 70 currently logged on, user 66 first logon details, user 74 last logoff details, user 75 of current contacts 68 user report options 72
Media Suspended contact state, defined 111
O
offered contacts
count breakdown, by user 75
overflow/primary counts, by group 82 reconciling numbers 106
state defined 114
oldest contact in queue 71 options, Manager application 19 outgoing contacts
average handling time user breakdowns 73 defined 111
handled count, by user 74 initiated count, by user 75
percentage handling time, by user 76 total handling time, by user 78 overflow
answered count, by queue 88
average/maximum/minimum, by queue 90 consulted out count, by group 81
current waiting, by queue 71 offered count 82
offered count, by user 76 received count 82
ringing, abandoned count, by user 73 routed, handled counts, by user 75 routed, held count, by user 77 transferred out count 83
P
Pending contact state, defined 112 Pending handling state
defined 109
total time, by user 79
pick scenarios, contact reports 107
Post-processing contact state, defined 112 Post-processing handling state
average time, by user 74
average time, by user by queue 80 defined 109
percentage time, by user 76 total time, by user 79 Post-processing reason reports
cumulative/historical statistics available 96 introduced 17
predefined reports, listed by resource type 29 presence state, current, user 66
presence states, defined 110 previous day comparison 15 primary
answered count, by queue 88 contacts waiting, current 67 offered count 82
received count 82
ringing, abandoned count, by user 73 routed, handled counts, by user 75 routed, held count, by user 77 transferred out count 83
Processing handling state average time, by user 74 defined 110
total time, by user 79
Q
queue by user level reports
historical statistics available 92 using Report By option 24 queue level callback reports
historical statistics available 85 queue real-time reports
including ringing and unanswered contacts 22 using weighted averages 22
queue reports introduced 17
real-time statistics available 70 Queued contact state, defined 112 queued contacts, by queue, current 71 queues, inclusion in site reports 22
R
ranges in historical reports 12 real-time reports
alarms and thresholds 10 callback statistics available 68 charting in 11
contact statistics available 68 group statistics available 67 introduced 9
predefined 30
queue statistics available 70 service level differences 20 statistics available 65 user statistics available 66 recalled contacts, count, by user 74 received contacts
by queue, since shift start 71 count, by destination 94 count, by queue 90 count, by queue/user 93 count, by source 84 primary/overflow counts 82 reconciling numbers 106 redirected contacts
average wait time, by queue 89 count, by queue 91
average wait time, by queue 89 count, by queue 91