Definition

How it works

Business usage

• What prompts are available in the standard report? See the following table:

  Prompt	Description
  TimeZone	The timezone for displaying results on the dossier or report. This prompt is mandatory.
  Agent Group-Agent	A hierarchical prompt showing all agent groups and the Login ID of the agents. You can select multiple values, all values, or leave it blank. This is an optional prompt.
  Channel	The channel type. You can select any or all from the list of available channels: Voice, email, chat, and messaging.
  Interval Date Month	Timestamp values with 15-minute intervals for Interval view, Date for daily view, and Month for monthly view.

• What columns are available in the standard report? See the following table:

  Column	Description
  Agent Login Id	The login ID associated with the agent. The asterisk (*) denotes the deleted users.
  Agent First Name	The first name of the agent.
  Agent Last Name	The last name of the agent.
  Agent Display Name	The name of the agent as configured in Application Center Administration.
  Channel	The unique identifier of the channel.
  Offered	A count of interactions directed to the agent within the reporting period.
  Transfer Initiated to Queue	A count of interactions where a single-step transfer to the queue was initiated.
  Transfer Accepted From Queue	A count of interactions where a single-step transfer from the queue was successful.
  Transfer Initiated to User	A count of interactions where a single-step transfer to a user was initiated.
  Transfer Accepted From User	A count of interactions where a single-step transfer from a user was successful.
  Transfer to External Initiated	A count of the interactions where a single-step transfer to an external address was initiated.
  Interval Date Month	Timestamp values with 15-minute intervals for Interval view, Date for daily view, and Month for monthly view.

• What columns are available for customization in this report? See the following table:

  Column	Description
  Hour	Timestamp value with 60 minute intervals for interval view.
  30 minute	Timestamp value with 30 minute intervals for interval view.
  Interval Timestamp	A timestamp value with 15 minute interval for Interval view.
  Active Duration (secs)	The duration spent between when a call was active to when the call was disconnected per queue and channel during the reporting period in seconds. This total excludes the time spent on hold and in ACW.
  ACW Duration (secs)	The duration for which the agent was in the ACW state in seconds.
  Hold Duration (secs)	The duration for which an agent puts the interactions on hold in seconds.
  Alert Duration (secs)	The duration for which an interaction was alerting within the reporting period in seconds.
  Forwarded	A count of interactions forwarded by the agent within the reporting period.
  % Answered	Sum (Answered) / (Sum (Answered) + Sum (Not Answered)) *100 The percentage of answered interactions.
  % Completed	Sum (Completed / (Sum (Offered)) *100 The percentage of interactions completed of those offered.
  % Not Answered	Sum (Not Answered) / (Sum (Answered) + Sum (Not Answered)) *100 The percentage of unanswered interactions.
  % Holds	Sum (Hold / (Sum (Offered)) *100 The percentage of interactions that spent time on hold.
  Avg Hold Time	The average amount of hold time for an agent while working on interactions.
  Avg Active Time	The average amount of time an agent spends working on interactions.
  Avg Alert Time	The average duration the agent had interactions alerting in dd:hh:mm:ss format.
  Ad Hoc Email Initiated	The number of ad hoc emails initiated from the contact center.
  Ad Hoc Email Sent	The number of ad hoc emails sent from the contact center.
  Transfer To Queue Canceled	A count of interactions where a single-step transfer to the queue was canceled.
  Transfer to Queue Failed	A count of interactions where a single-step transfer to the queue failed.
  Observed	A count of the agents observed by a supervisor within the reporting period.
  Observed Duration	The duration for which the agents were observed by a supervisor within the reporting period.
  Transfer to External Initiated	A count of the interactions where a single-step transfer to an external address was initiated.
  Transfer To External Canceled	A count of the interactions where a single-step transfer to an external address was canceled.
  Coached	The number of times a supervisor coached an agent.
  Coaching	The number of times a supervisor carried out a coaching interaction.
  Coached Duration	The duration for which a supervisor coached an agent.
  Coaching Duration	The duration for which a supervisor carried out a coaching interaction.
  Channel Idle Time Duration	The amount of time an agent is not active on an interaction but available for work. This measure is calculated by channel.
  Channel Logon Duration (secs)	The duration an agent was logged in for that channel under that interval in seconds.
  Channel Logon Duration	The amount of time the channel was logged in during the reporting period.
  Conference Accepted From User	A count of interactions where an agent answers a consultation call from another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call when the agent initiating the call completes the call as a conference.
  Conference Initiated To User	A count of interactions where an agent initiates a consultation call to another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call when the agent completes the call as a conference.
  Consult Accepted From User	A count of consult to user calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Consult Initiated To User	A count of interactions that an agent initiated as a consultation call with another user. The metric increments by 1 for the agent who initiated the consultation call.
  Consulted Duration	The duration an agent was in a consultation call with another agent. The duration is displayed in the hh:mm:ss format.
  Consulted duration (secs)	The duration an agent was in a consultation call with another agent in seconds.
  Consulting Duration	The duration an agent spent consulting another agent. The duration is displayed in the hh:mm:ss format.
  Consulting duration (secs)	The duration an agent spent consulting another agent in seconds.
  Consult Initiated to Queue	A count of interactions that an agent initiated as a consultation call to another queue. The metric increments by 1 for the agent who initiated the consultation call.
  Consult Accepted From Queue	A count of consult to queue calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Conference Initiated To Queue	A count of interactions where an agent initiates a consultation call to a queue that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call.
  Conference Accepted From Queue	A count of interactions where an agent answered a consultation call from another agent that ended as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Warm Transfer Initiated to Queue	A count of interactions where a consultation call to a queue resulted in an agent initiating a transfer to the queue.
  Warm Transfer Accepted From Queue	A count of interactions where a consultation call to the queue resulted in an agent accepting a transfer from the queue.
  Warm Transfer Initiated to User	A count of interactions where a consultation call to the user resulted in an agent initiating a transfer to another agent.
  Warm Transfer Accepted From User	A count of interactions where a consultation call to a user resulted in an agent accepting the transfer from the user.
  Consult to External	A count of interactions where an agent initiated a consultation call with a user with an external number.
  Consulting External Duration	The duration an agent spent consulting a user with an external number.
  Conference to External	A count of external consultation calls that resulted in a conference.
  Warm Transfer to External	A count of interactions that resulted in a transfer to an external number.