Measures

Display Name	Description	Caption	Keys	Tags
ACD Calls Answered Count - AGP	Number of ACD calls that an agent answers (agp_acdcallsanswered)	agp_acdcallsanswered	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
ACD Calls Conf To CDN - AGP	The number of ACD calls conferenced from a phone Contact Center Manager Server acquires to a CDN that the server acquires	agp_acdcallsconftocdn	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
ACD Calls Conf To DN - AGP	The number of ACD calls conferenced from a phone that the Contact Center Manager Server acquires to a personal or secondary DN key on a phone that the server acquires. ACD calls are not available in SIP-enabled contact centers.	agp_acdcallsconftodn	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
ACD Calls Conf To In calls - AGP	The number of ACD calls conferenced from a phone that Contact Center Manager Server acquires to an ACD-DN, and presented to a phone that the server acquires. ACD calls are not available in SIP-enabled contact centers.	agp_acdcallsconftoincalls	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
ACD Calls Conf To Other - AGP	The number of ACD calls conferenced from a phone that Contact Center Manager Server acquires to a resource external to the Contact Center Manager Server. ACD calls are not available in SIP-enabled contact centers.	agp_acdcallsconftoother	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
ACD Calls Talk Time - AGP	Time spent on ACD calls, including hold time (agp_acdcallstalktime)	agp_acdcallstalktime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Activity Occurrences	Number of times the agent entered this activity code (act_occurrences)	act_occurrences	application, agentlogin, activitycode, site, sitedb	Activity
Activity Time	Total time the agent spends on this activity (act_activitytime)	act_activitytime	application, agentlogin, activitycode, site, sitedb	Activity
ACW %		ACW %	Contact, Originated Timestamp, sitedb, Sequence ID
After Call Work % - Skillset		After Call Work % - Skillset	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Agent Event Duration	AACC - For events of type logoff, the time between first logon (or, if the first event of the day is not logon–12:00 midnight) and the last logoff of the day (or if the last event of the day is not logoff–12:00 midnight). For events of type walkaway, the amount of time the agent is in the Walkaway state. For all other event types, this field contains zeros.	Agent Event Duration	Agent Login ID	AACC, Agent Login Stat
Agent Wait Time	AACC - The total time the agent spends waiting for a contact after releasing a voice call or closing a multimedia contact handled by this application. Triggers: Wait time begins when the agent enters the idle state, for example, in the following situations: • the agent releases a voice call or multimedia contact, and the agent's call presentation class is not configured for Break time or Variable Wrap. • the agent's Break or Variable Wrap timer elapses after a contact is released or closed. • the agent presses the Not Ready key a second time after entering Not Ready state. WaitTime ends when the agent leaves the Idle state. If the agent handles another contact from the same application as the most recently handled contact, WaitTime resumes for that application when the agent returns to the Idle state. If the agent handles a contact from an application different from the most recently handled contact, WaitTime begins against the new application when the agent returns to the Idle state.	Wait Time	Contact, Originated Timestamp, sitedb, Sequence ID	AACC, Agent, Contact, CSR Stat
AGP Idle Time(%)		AGP Idle Time(%)	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
All Agent Busy Time - Skillset	Total time that all agents assigned to this skillset are busy with contacts or no agents are logged on (skill_allagentbusytime)	skill_allagentbusytime	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Application Abandoned Delay - Contact	AACC - The amount of time in seconds the contact spends in the application before the originator abandons the contact.	Application Abandoned Delay	Contact, Originated Timestamp, Sequence ID, sitedb	AACC, Contact, CSR Stat
Application Accepted Delay - Contact	AACC - The amount of time in seconds the contact spends in the application before an agent accepts the contact.	Application Accepted Delay	Contact, Originated Timestamp, Sequence ID, sitedb	AACC, Contact, CSR Stat
Avg Abandoned Delay - Application		Avg Abandoned Delay - Application	applicationid, site, sitedb, timestamp	Application
Avg ACW Time - Application		Avg ACW Time - Application	applicationid, site, sitedb, timestamp	Application
Avg Answer Delay - Application		Avg Answer Delay - Application	applicationid, site, sitedb, timestamp	Application
Avg Answer Delay - Skillset		Avg Answer Delay - Skillset	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Avg Talk Time - Application		Avg Talk Time - Application	applicationid, site, sitedb, timestamp	Application
Avg Work Time - Application		Avg Work Time - Application	applicationid, site, sitedb, timestamp	Application
Avg. Handle Time		Avg. Handle Time
Avg. No. of Agents		Avg. No. of Agents
Calls Abandoned (%)		Calls Abandoned (%)
Calls Abandoned After Skill Threshold Count - Skillset	Number of contacts abandoned while queuing in this skillset after a wait greater than or equal to the service level threshold for the threshold class to which the skillset belongs (skill_skillsetabandonedaftthreshold)	skill_skillsetabandonedaftthreshold	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Calls Abandoned After Threshold Count - Application	Number of contacts, excluding DN calls, ACD and NACD calls, abandoned for this application after a wait greater than or equal to the service level threshold for the threshold class to which the application belongs (app_callsabandonedaftthreshold)	app_callsabandonedaftthreshold	applicationid, site, sitedb, timestamp	Application
Calls Abandoned Count - Application	Number of contacts, excluding DN calls, ACD and NACD calls, that entered the application and are released before the calls are answered (app_callsabandoned)	app_callsabandoned	applicationid, site, sitedb, timestamp	Application
Calls Abandoned Count - Skillset	Number of contacts abandoned while queuing in this skillset (skill_skillsetabandoned)	skill_skillsetabandoned	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Calls Abandoned Delay Time - Application	Wait time experienced by all contacts, excluding DN calls, ACD and NACD calls, that are abandoned by callers (app_callsabandoneddelay)	app_callsabandoneddelay	applicationid, site, sitedb, timestamp	Application
Calls Abandoned Delay Time - Skillset	Total wait time experienced by contacts abandoned while queuing in this skillset (skill_skillsetabandoneddelay)	skill_skillsetabandoneddelay	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Calls Answered After Threshold Count - Application	Number of contacts, excluding DN calls, ACD and NACD calls, answered or accepted after a wait greater than or equal to the service level threshold for the threshold class to which the application belongs (app_callsansweredaftthreshold)	app_callsansweredaftthreshold	applicationid, site, sitedb, timestamp	Application
Calls Answered After Threshold Count - Skillset	Number of local contacts (excluding DN, ACD, and NACD calls) and incoming NSBR contacts answered or accepted after a wait greater than or equal to the service level threshold for the threshold class to which the skillset belongs (skill_callsansweredafterthreshold)	skill_callsansweredafterthreshold	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Calls Answered Count - ABA	Number of contacts, excluding DN calls, answered or accepted by an agent for this skillset (aba_callsanswered)	aba_callsanswered	agentlogin, applicationid, site, sitedb	Agent by Application
Calls Answered Count - Agent by Skill	Number of contacts, excluding DN calls, answered or accepted by an agent for this skillset (abs_callsanswered)	abs_callsanswered	agentlogin, skillsetid, site, sitedb	Agent by Skill
Calls Answered Count - AGP	Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts answered (agp_callsanswered)	agp_callsanswered	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Calls Answered Count - Application	Number of contacts, excluding DN calls, answered or accepted for this application (app_callsanswered)	app_callsanswered	applicationid, site, sitedb, timestamp	Application
Calls Answered Count - Skillset	Number of local contacts (excluding DN calls), incoming NSBR calls, ACD calls, and NACD calls answered or accepted by agents in this skillset (skill_callsanswered)	skill_callsanswered	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Calls Answered Delay at Skill Time - Application	Total wait time experienced in the skillset queue by all contacts answered or accepted for this application (app_callsanswereddelayatskillset)	app_callsanswereddelayatskillset	applicationid, site, sitedb, timestamp	Application
Calls Answered Delay Time - Application	Wait time experienced by all contacts, excluding DN calls, ACD and NACD calls, answered or accepted for this application (app_callsanswereddelay)	app_callsanswereddelay	applicationid, site, sitedb, timestamp	Application
Calls Answered Delay Time - Skillset	Wait time experienced by all local contacts (excluding DN, ACD, and NACD calls) and incoming NSBR contacts answered or accepted for this skillset (skill_callsanswereddelay)	skill_callsanswereddelay	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Calls Answered Short Count - Agent by Skill	Total number of local Contact Center Manager calls, ACD calls, NACD calls, SIP voice calls, local multimedia contacts, and incoming NSBR calls accepted that have a talk time less than the short call threshold assigned to the threshold class for the skillset (abs_shortcallsanswered)	abs_shortcallsanswered	agentlogin, site, sitedb, skillsetid	Agent by Skill
Calls Conferenced Count - ABA	Number of contacts, excluding DN calls, in this skillset that an agent conferenced (aba_callsconferenced)	aba_callsconferenced	agentlogin, applicationid, site, sitedb	Agent by Application
Calls Conferenced Count - Agent by Skill	Number of contacts, excluding DN calls, in this skillset that an agent conferenced (abs_callsconferenced)	abs_callsconferenced	agentlogin, site, sitedb, skillsetid	Agent by Skill
Calls Conferenced In Count - Application	Number of local Contact Center Manager calls, SIP calls, and incoming NSBR calls conferenced to this application (app_callsconferencedin)	app_callsconferencedin	applicationid, site, sitedb, timestamp	Application
Calls Conferenced Out Count - Application	Number of local Contact Center Manager calls, SIP calls, incoming NSBR calls, ACD calls, and NACD calls conferenced from this application (app_callsconferencedout)	app_callsconferencedout	applicationid, site, sitedb, timestamp	Application
Calls Offered Count - ABA	Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts and incoming NSBR contacts handled by this skillset and presented to this agent (aba_callsoffered)	aba_callsoffered	agentlogin, applicationid, site, sitedb	Agent by Application
Calls Offered Count - Agent by Skill	Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts and incoming NSBR contacts handled by this skillset and presented to this agent (abs_callsoffered)	abs_callsoffered	agentlogin, site, sitedb, skillsetid	Agent by Skill
Calls Offered Count - AGP	Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts that the application and the agent handled (agp_callsoffered)	agp_callsoffered	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Calls Offered Count - Application	Number of local contacts, incoming NSBR contacts, ACD calls, and NACD calls offered to this application (app_callsoffered)	app_callsoffered	applicationid, site, sitedb, timestamp	Application
Calls Offered Count - Skillset	Number of contacts, excluding DN, ACD, and NACD calls, offered to this skillset, regardless of whether the contacts are answered or accepted for this skillset (skill_callsoffered)	skill_callsoffered	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Calls Returned to Queue Count - ABA	Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts handled by this skillset that the agent returned to the skillset queue for reasons other than timeout (aba_callsreturntoq)	aba_callsreturntoq	agentlogin, applicationid, site, sitedb	Agent by Application
Calls Returned to Queue Count - Agent by Skill	Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts handled by this skillset that the agent returned to the skillset queue for reasons other than timeout (abs_callsreturntoq)	abs_callsreturntoq	agentlogin, site, sitedb, skillsetid	Agent by Skill
Calls Returned To Queue Count - AGP	Number of Contact Center Manager contacts and incoming NSBR contacts handled by this application that the agent returned to the skillset queue for reasons other than timeout (agp_callsreturnedtoq)	agp_callsreturnedtoq	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Calls Returned to Queue Timeout ABA	Number of calls and contacts that automatically returned to the skillset queue, after a wait greater than or equal to the answering timeout for the agent, as defined in the call presentation class to which the agent belongs (aba_callsreturntoqduetotimeout)	aba_callsreturntoqduetotimeout	agentlogin, applicationid, site, sitedb	Agent by Application
Calls Returned to Queue Timeout Count - Agent by Skill	Number of calls and contacts that automatically return to the skillset queue while in alerting state, after a wait greater than or equal to the answering timeout for this agent as defined in the call presentation class to which the agent belongs (abs_callsreturntoqduetotimeout)	abs_callsreturntoqduetotimeout	agentlogin, site, sitedb, skillsetid	Agent by Skill
Calls Returned To Queue Timeout Count - AGP	Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts that this application handled and automatically returned to the skillset queue after a wait greater than or equal to the answering timeout for this agent, as defined in the call presentation class to which the agent belongs (agp_callsreturnedtoqduetotimeout)	agp_callsreturnedtoqduetotimeout	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Calls Transferred Count - ABA	Number of Contact Center Manager calls, SIP voice calls, ACD calls, NACD calls transferred by the agent for this skillset (aba_callstransferred)	aba_callstransferred	agentlogin, applicationid, site, sitedb	Agent by Application
Calls Transferred Count - Agent by Skill	Number of Contact Center Manager calls, SIP voice calls, ACD calls, NACD calls transferred by the agent for this skillset (abs_callstransferred)	abs_callstransferred	agentlogin, site, sitedb, skillsetid	Agent by Skill
Calls Transferred In Count - Application	Number of local and incoming NSBR contacts transferred to this application (app_callstransferredin)	app_callstransferredin	applicationid, site, sitedb, timestamp	Application
Calls Transferred Out Count - Application	Number of local contacts, incoming NSBR contacts, ACD calls, and NACD calls transferred from this application (app_callsconferencedout)	app_callstransferredout	applicationid, site, sitedb, timestamp	Application
CDN Calls Conf To CDN - AGP	The number of contacts, excluding ACD, NACD, and DN calls, conferenced to a CDN acquired by Contact Center Manager Server	agp_cdncallsconftocdn	agentlogin, sitedb, supervisorlogin, timestamp
CDN Calls Conf To DN - AGP	The number of contacts, excluding ACD, NACD, and DN calls, conferenced to an agent’s personal or secondary DN on a phone acquired by Contact Center Manager Server.	agp_cdncallsconftodn	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
CDN Calls Conf To In calls - AGP	The number of contacts, excluding ACD, NACD, and DN calls, conferenced to an ACD-DN and presented to a phone that Contact Center Manager Server acquired directly to an Incalls key.	agp_cdncallsconftoincalls	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
CDN Calls Conf To Other - AGP	The number of contacts, excluding ACD, NACD, and DN calls, that are conferenced to a resource external to the Contact Center Manager system.	agp_cdncallsconftoother	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Conference Out		Conference Out
Consult Time	AACC - The time in seconds an agent spends in an incomplete consult-transfer after the caller disconnects. Consult time starts when the customer releases the call and ends when the consult call is released. Applicable to voice contacts only.	Consult Time	Contact, Originated Timestamp, sitedb, Sequence ID	AACC, Agent, CSR Stat
Consult Time - Agent by Skill	Time an agent spends in consultation while handling contacts for this skillset (abs_consulttime)	abs_consulttime	agentlogin, site, sitedb, skillsetid	Agent by Skill
CSR Code Duration	AACC - The total time of an active activity code during a contact. Duration for activity codes begins if an agent performs one of the following: • answers a call or accepts a multimedia contact • presses the Activity key and enters a code Duration for PCP codes begins when an agent: • enters the Post Contact Processing state Duration for PCP codes ends when an agent: • presses the Activity key and enters a Not Ready reason code other than an After Call Work Item (ACW) code • enters the Ready state • logs off	CSR Code Duration	Unique CSR Code Stat ID	AACC, CSR Code Stat
DN Calls Conf To ACD DN - AGP	The number of DN calls that are conferenced from a phone that Contact Center Manager Server acquired to an ACD-DN and presented to a phone that the server acquired. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact.	agp_dncallsconftoacddn	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
DN Calls Conf To CDN - AGP	The number of DN calls that are conferenced from a phone that Contact Center Manager Server acquired to a CDN that the server acquired.	agp_dncallsconftocdn	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
DN Calls Conf To DN - AGP	The number of DN calls that are conferenced from a phone that Contact Center Manager Server acquired to a personal or secondary DN on a phone that the server acquired. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact.	agp_dncallsconftodn	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
DN Calls Conf To Other - AGP	The number of DN calls conferenced from a phone that Contact Center Manager Server acquired to a resource external to the Contact Center Manager system. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact.	agp_dncallsconftoother	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Handling Time - Contact	AACC - Handling Time for the call	Handling Time - Call	Contact Segment	AACC, Contact, CSR Stat
Hold Time - ABA	Time during which this agent placed all active local and incoming network CDN contacts on hold, after the contact is accepted from this skillset (aba_holdtime)	aba_holdtime	agentlogin, applicationid, site, sitedb	Agent by Application
Hold Time - Agent by Skill	Time during which this agent placed all active local and incoming network CDN contacts on hold, after the contact is accepted from this skillset (abs_holdtime)	abs_holdtime	agentlogin, site, sitedb, skillsetid	Agent by Skill
Hold Time - AGP	Time during which this agent placed all active local and incoming contacts on hold, excluding DN calls, ACD calls, and NACD calls (agp_holdtime)	agp_holdtime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Hold Time - Contact	AACC - Hold time for a call segment	Hold Time - Call	Contact Segment	AACC, Contact, CSR Stat
Hold Time%		Hold Time%
Idle Time - Skillset		skill_idletime	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Idle Time% - Skillset		Idle Time% - Skillset	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Incoming External DN Call Talk Time - AGP	Total time spent on incoming external DN calls, including hold time (agp_dninextcallstalktime)	agp_dninextcallstalktime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Incoming External DN Calls Count - AGP	Number of incoming external DN calls (agp_dninextcalls)	agp_dninextcalls	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Incoming Internal DN Call Talk Time - AGP	Total time spent on incoming internal DN calls, including hold time (agp_dninintcallstalktime)	agp_dninintcallstalktime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Incoming Internal DN Calls Count - AGP	Number of incoming internal DN calls (agp_dninintcalls)	agp_dninintcalls	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Last Treatment Time	AACC - The duration in seconds of the last treatment applied to this contact by a script command in an application.	Last Treatment Time	Contact, Originated Timestamp, sitedb, Sequence ID	AACC, Contact, CSR Stat
Logged In Time - AGP	Total time an agent is in the Login state (agp_loggedintime)	agp_loggedintime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Max Calls Abandoned Delay Time - Application	Wait time experienced by the contact, excluding DN calls, ACD and NACD calls, that waited the longest before the caller abandoned it (app_maxcallsabandoneddelay)	app_maxcallsabandoneddelay	applicationid, site, sitedb, timestamp	Application
Max Calls Abandoned Delay Time - Skillset	Time experienced by the local contact (excluding DN, ACD, and NACD calls) or incoming NSBR contact queued to this skillset that waited the longest before it is abandoned (skill_maxskillsetabandoneddelay)	skill_maxskillsetabandoneddelay	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Max Calls Answered Delay at Skillset Time - Application	Wait time experienced by the contact that waited the longest in the skillset queue before the contact is answered or accepted (app_maxcallsansdelayatskillset)	app_maxcallsansdelayatskillset	applicationid, site, sitedb, timestamp	Application
Max Calls Answered Delay Time - Application	Wait time experienced by the local contact, incoming NSBR contact, or outgoing NSBR contact, excluding DN calls, ACD and NACD calls, that waited the longest before the contact is answered or accepted (app_maxcallsansdelay)	app_maxcallsansdelay	applicationid, site, sitedb, timestamp	Application
Max Calls Answered Delay Time - Skillset	Time experienced by the local Contact Center Manager calls or incoming NSBR call that waited the longest before it is answered (skill_maxanswereddelay)	skill_maxanswereddelay	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
NACD Calls Answered Count - AGP	The number of NACD calls answered by an agent.	agp_nacdcallsanswered	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
NACD Calls Talk Time - AGP	The total time spent on NACD calls by an agent, including hold time.	agp_nacdcallstalktime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Not Ready Count - AGP	Total number of times an agent enters the not ready state (agp_numbertimesnotready)	agp_numbertimesnotready	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Not Ready Time - AGP	Total time an agent spends in the Not Ready state (agp_notreadytime)	agp_notreadytime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Number of Times on Hold - Contact	AACC - The number of times the agent places the contact on hold.	Number of Times on Hold - Call	Contact, Originated Timestamp, sitedb, Sequence ID	AACC, Call, Contact, CSR Stat
Number of Times Returned to Queue - Contact	AACC - The number of times the contact returns to queue. A contact can return to queue if an agent presses the Not Ready key while the agent receives the contact, or if the contact remains as presented to an agent for a long time. If the originator abandons the contact, the last presented-toagent appears in the AgentID field. If the agent accepts the contact, the AgentID field can vary from the same agent that causes the contact to return to queue.	Number of Times RTQ - Call	Contact, Originated Timestamp, Sequence ID, sitedb	AACC, Call, Contact, CSR Stat, Queue
Occupancy %		Occupancy %
Outgoing External DN Call Talk Time - ABA	Time spent on outgoing external DN calls, including hold time (aba_dnoutexttalktime)	aba_dnoutexttalktime	agentlogin, applicationid, site, sitedb	Agent by Application
Outgoing External DN Call Talk Time - AGP	Total time spent on outgoing external DN calls, including hold time (agp_dnoutextcallstalktime)	agp_dnoutextcallstalktime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Outgoing External DN Calls Count - AGP	Number of outgoing external DN calls (agp_dnoutextcalls)	agp_dnoutextcalls	agentlogin, sitedb, supervisorlogin	Agent Performance
Outgoing External DN Calls Talk Time - Skillset	Time agents spend on outgoing external DN calls, including hold time, for this skillset (skill_dnoutextcallstalktime)	skill_dnoutextcallstalktime	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Outgoing Internal DN Call Talk Time - ABA	Time spent on outgoing internal DN calls, including hold time (aba_dnoutinttalktime)	aba_dnoutinttalktime	agentlogin, applicationid, site, sitedb	Agent by Application
Outgoing Internal DN Call Talk Time - AGP	Total time spent on outgoing internal DN calls, including hold time (agp_dnoutintcallstalktime)	agp_dnoutintcallstalktime	agentlogin, sitedb, supervisorlogin	Agent Performance
Outgoing Internal DN Calls Count - AGP	Number of outgoing internal DN calls (agp_dnoutintcalls)	agp_dnoutintcalls	agentlogin, sitedb, supervisorlogin	Agent Performance
Outgoing Internal DN Calls Talk Time - Skillset	Time agents spend on outgoing internal DN calls, including hold time, for this skillset (skill_dnoutintcallstalktime)	skill_dnoutintcallstalktime	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Post-Contact Processing Time	AACC - The total time the agent spends on post contact processing after a contact. Normally, agents use this time to complete work related to the last completed contact, such as filling in forms or filing papers. PCP time begins when an agent enters the first Not Ready state after their last contact is released, and does not enter a Not Ready reason code or enters an After Call Work Item (ACW) code. It continues until the agent leaves this Not Ready state, or places or receives a DN call, logs off, or enters a Not Ready reason code other than an ACW code. PCP Time is calculated for the first Not Ready period after a contact is released or transferred. If the agent enters another state after the call (for example, by answering or receiving a DN call or logging off the skillset), and then enters Not Ready state, this Not Ready time does not peg against PCPTime. Also, if the agent interrupts the first Not Ready period to enter another state, and then returns to the Not Ready state, the second Not Ready period does not peg against PCPTime.	PCP Time	Contact Segment	AACC, Agent, Call, Contact, CSR Stat
Post Call Processing Time - ABA	Time this agent was in PostCallProcessing state after all simultaneous contacts were released, for the skillset corresponding to the last of the simultaneous contacts to be released by this agent (aba_postcallprocessingtime)	aba_postcallprocessingtime	agentlogin, applicationid, site, sitedb	Agent by Application
Post Call Processing Time - Agent by Skill	Time this agent was in PostCallProcessing state after all simultaneous contacts were released, for the skillset corresponding to the last of the simultaneous contacts to be released by this agent (abs_postcallprocessingtime)	abs_postcallprocessingtime	agentlogin, site, sitedb, skillsetid	Agent by Skill
Post Call Processing Time - AGP	Time agents spend performing post contact processing (agp_postcallprocessingtime)	agp_postcallprocessingtime	agentlogin, sitedb, supervisorlogin	Agent Performance
Post Call Processing Time - Application	Total time agents spent performing post contact processing after handling a local or incoming NSBR contact in this application (app_postcallprocessingtime)	app_postcallprocessingtime	applicationid, site, sitedb, timestamp	Application
Post Call Processing Time - Skillset	Time agents spend performing post contact processing (skill_postcallprocessingtime)	skill_postcallprocessingtime	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Presenting Time - Contact	AACC - In Voice calls, the total time the contact spends in the Ringing state before an agent receives the contact. In multimedia calls, the total time the contact spends in Alerting or Presenting state. On the Avaya Communication Server 1000 PABX, if call force is configured for the agent's call presentation class, ring time equals the call force timer. Ring time begins when a contact is presented to the phone or agent desktop and ends when the contact is answered, accepted, returned to the queue or abandoned, or a script command causes the contact to be routed outside the control of the contact center. The last agent to receive the contact appears in the AgentID field.	Presenting Time	Contact Segment	AACC, Agent, Call, Contact, CSR Stat
Ring Time - ABA	Time an agent spends in the Ringing state before answering a Contact Center Manager call or SIP voice call from this skillset, and in the Alerting/Presenting state before accepting a multimedia contact from this skillset (aba_ringtime)	aba_ringtime	agentlogin, applicationid, site, sitedb	Agent by Application
Ring Time - Agent by Skill	Time an agent spends in the Ringing state before answering a Contact Center Manager call or SIP voice call from this skillset, and in the Alerting/Presenting state before accepting a multimedia contact from this skillset (abs_ringtime)	abs_ringtime	agentlogin, site, sitedb, skillsetid	Agent by Skill
Ring Time - AGP	Total time an agent spends in the Ringing state before answering a Contact Center Manager call or SIP voice call, and in the Alerting or Presenting state before accepting a multimedia contact (agp_ringtime)	agp_ringtime	agentlogin, sitedb, supervisorlogin	Agent Performance
Short Calls Answered Count - AGP	Number of contacts answered or accepted that have a talk time less than the short call threshold assigned to the threshold class for the skillset in which the contact is answered or accepted (agp_shortcallsanswered)	agp_shortcallsanswered	agentlogin, sitedb, supervisorlogin	Agent Performance
Skill Active Time - Skillset	Time a skillset is in service (skill_activetime)	skill_activetime	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Skillset Abandon Delay - Contact	AACC - The amount of time in seconds the contact spends in queue in the skillset before the originator abandons it.	SKS Abandon Delay	Contact Segment	AACC, Contact, CSR Stat, Skillset
Skillset Accepted Delay - Contact	AACC - The amount of time in seconds the contact spends in queue in the skillset before an agent accepted the contact.	SKS Accepted Delay	Contact Segment	AACC, Contact, CSR Stat, Skillset
SLA Success % - Application		SLA Success % - Application	applicationid, site, sitedb, timestamp
SLA Success % - Skillset		SLA Success % - Skillset	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Talk Time - ABA	Time spent by this agent handling contacts, excluding DN calls, after the contact is accepted from this skillset (aba_talktime)	aba_talktime	agentlogin, applicationid, site, sitedb	Agent by Application
Talk Time - Agent by Skill	Time spent by this agent handling contacts, excluding DN calls, after the contact is accepted from this skillset (abs_talktime)	abs_talktime	agentlogin, site, sitedb, skillsetid	Agent by Skill
Talk Time - AGP	Total time spent by the agent handling all contacts except DN calls, ACD calls, and NACD calls, including hold time (agp_talktime)	agp_talktime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Talk Time - Application	Total time in this interval that agents spent handling local and incoming NSBR contacts (excluding DN calls), that were handled by this application (app_talktime)	app_talktime	applicationid, site, sitedb, timestamp	Application
Talk Time - Skillset	Time that agents spend handling contacts (excluding DN calls) in this interval that queued in this skillset (skill_talktime)	skill_talktime	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Talk Time %		Talk Time %
Talk Time% - Skillset		Talk Time - Skillset	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
time_key
time_key2		time_key2
time_key3		time_key3
Total Staffed Time - Agent by Skill	Total time an agent is logged on and assigned to this skillset (abs_totalstaffedtime)	abs_totalstaffedtime	agentlogin, site, sitedb, skillsetid	Agent by Skill
Total Staffed Time - Skillset	Logon time for all agents belonging to this skillset (skill_totalstaffedtime)	skill_totalstaffedtime	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Unavailable Time% - Skillset		Unavailable Time% - Skillset	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp
Wait Time - Agent by Skill	Time this agent spends waiting for a contact after releasing a voice call or closing a multimedia contact from this skillset (abs_waittime)	abs_waittime	agentlogin, site, sitedb, skillsetid	Agent by Skill
Wait Time - Application	Total time agents spend waiting for a contact after releasing a voice call or closing a multimedia contact handled by this application (app_waittime)	app_waittime	applicationid, site, sitedb, timestamp	Application
Wait Time - Skillset	Time agents spend waiting for a contact after releasing a voice call or closing a multimedia contact handled that queued in this skillset (skill_waittime)	skill_waittime	applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp	Skillset
Waiting Time - AGP	Total time this agent spends waiting for contacts (agp_waitingtime)	agp_waitingtime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance
Walk Away Time - AGP	Total time an agent is in the Walkaway state (agp_walkawaytime)	agp_walkawaytime	agentlogin, sitedb, supervisorlogin, timestamp	Agent Performance

ACD Calls Answered Count - AGP

Number of ACD calls that an agent answers (agp_acdcallsanswered)

agp_acdcallsanswered

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

ACD Calls Conf To CDN - AGP

The number of ACD calls conferenced from a phone Contact Center Manager Server acquires to a CDN that the server acquires

agp_acdcallsconftocdn

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

ACD Calls Conf To DN - AGP

The number of ACD calls conferenced from a phone that the Contact Center Manager Server acquires to a personal or secondary DN key on a phone that the server acquires. ACD calls are not available in SIP-enabled contact centers.

agp_acdcallsconftodn

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

ACD Calls Conf To In calls - AGP

The number of ACD calls conferenced from a phone that Contact Center Manager Server acquires to an ACD-DN, and presented to a phone that the server acquires. ACD calls are not available in SIP-enabled contact centers.

agp_acdcallsconftoincalls

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

ACD Calls Conf To Other - AGP

The number of ACD calls conferenced from a phone that Contact Center Manager Server acquires to a resource external to the Contact Center Manager Server. ACD calls are not available in SIP-enabled contact centers.

agp_acdcallsconftoother

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

ACD Calls Talk Time - AGP

Time spent on ACD calls, including hold time (agp_acdcallstalktime)

agp_acdcallstalktime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Activity Occurrences

Number of times the agent entered this activity code (act_occurrences)

act_occurrences

application, agentlogin, activitycode, site, sitedb

Activity

Activity Time

Total time the agent spends on this activity (act_activitytime)

act_activitytime

application, agentlogin, activitycode, site, sitedb

Activity

ACW %

Contact, Originated Timestamp, sitedb, Sequence ID

After Call Work % - Skillset

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Agent Event Duration

AACC - For events of type logoff, the time between first logon (or, if the first event of the day is not logon–12:00 midnight) and the last logoff of the day (or if the last event of the day is not logoff–12:00 midnight). For events of type walkaway, the amount of time the agent is in the Walkaway state. For all other event types, this field contains zeros.

Agent Event Duration

Agent Login ID

AACC, Agent Login Stat

Agent Wait Time

AACC - The total time the agent spends waiting for a contact after releasing a voice call or closing a multimedia contact handled by this application. Triggers: Wait time begins when the agent enters the idle state, for example, in the following situations: • the agent releases a voice call or multimedia contact, and the agent's call presentation class is not configured for Break time or Variable Wrap. • the agent's Break or Variable Wrap timer elapses after a contact is released or closed. • the agent presses the Not Ready key a second time after entering Not Ready state. WaitTime ends when the agent leaves the Idle state. If the agent handles another contact from the same application as the most recently handled contact, WaitTime resumes for that application when the agent returns to the Idle state. If the agent handles a contact from an application different from the most recently handled contact, WaitTime begins against the new application when the agent returns to the Idle state.

Wait Time

Contact, Originated Timestamp, sitedb, Sequence ID

AACC, Agent, Contact, CSR Stat

AGP Idle Time(%)

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

All Agent Busy Time - Skillset

Total time that all agents assigned to this skillset are busy with contacts or no agents are logged on (skill_allagentbusytime)

skill_allagentbusytime

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Application Abandoned Delay - Contact

AACC - The amount of time in seconds the contact spends in the application before the originator abandons the contact.

Application Abandoned Delay

Contact, Originated Timestamp, Sequence ID, sitedb

AACC, Contact, CSR Stat

Application Accepted Delay - Contact

AACC - The amount of time in seconds the contact spends in the application before an agent accepts the contact.

Application Accepted Delay

Contact, Originated Timestamp, Sequence ID, sitedb

AACC, Contact, CSR Stat

Avg Abandoned Delay - Application

applicationid, site, sitedb, timestamp

Application

Avg ACW Time - Application

applicationid, site, sitedb, timestamp

Application

Avg Answer Delay - Application

applicationid, site, sitedb, timestamp

Application

Avg Answer Delay - Skillset

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Avg Talk Time - Application

applicationid, site, sitedb, timestamp

Application

Avg Work Time - Application

applicationid, site, sitedb, timestamp

Application

Avg. Handle Time

Avg. No. of Agents

Calls Abandoned (%)

Calls Abandoned After Skill Threshold Count - Skillset

Number of contacts abandoned while queuing in this skillset after a wait greater than or equal to the service level threshold for the threshold class to which the skillset belongs (skill_skillsetabandonedaftthreshold)

skill_skillsetabandonedaftthreshold

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Calls Abandoned After Threshold Count - Application

Number of contacts, excluding DN calls, ACD and NACD calls, abandoned for this application after a wait greater than or equal to the service level threshold for the threshold class to which the application belongs (app_callsabandonedaftthreshold)

app_callsabandonedaftthreshold

applicationid, site, sitedb, timestamp

Application

Calls Abandoned Count - Application

Number of contacts, excluding DN calls, ACD and NACD calls, that entered the application and are released before the calls are answered (app_callsabandoned)

app_callsabandoned

applicationid, site, sitedb, timestamp

Application

Calls Abandoned Count - Skillset

Number of contacts abandoned while queuing in this skillset (skill_skillsetabandoned)

skill_skillsetabandoned

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Calls Abandoned Delay Time - Application

Wait time experienced by all contacts, excluding DN calls, ACD and NACD calls, that are abandoned by callers (app_callsabandoneddelay)

app_callsabandoneddelay

applicationid, site, sitedb, timestamp

Application

Calls Abandoned Delay Time - Skillset

Total wait time experienced by contacts abandoned while queuing in this skillset (skill_skillsetabandoneddelay)

skill_skillsetabandoneddelay

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Calls Answered After Threshold Count - Application

Number of contacts, excluding DN calls, ACD and NACD calls, answered or accepted after a wait greater than or equal to the service level threshold for the threshold class to which the application belongs (app_callsansweredaftthreshold)

app_callsansweredaftthreshold

applicationid, site, sitedb, timestamp

Application

Calls Answered After Threshold Count - Skillset

Number of local contacts (excluding DN, ACD, and NACD calls) and incoming NSBR contacts answered or accepted after a wait greater than or equal to the service level threshold for the threshold class to which the skillset belongs (skill_callsansweredafterthreshold)

skill_callsansweredafterthreshold

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Calls Answered Count - ABA

Number of contacts, excluding DN calls, answered or accepted by an agent for this skillset (aba_callsanswered)

aba_callsanswered

agentlogin, applicationid, site, sitedb

Agent by Application

Calls Answered Count - Agent by Skill

Number of contacts, excluding DN calls, answered or accepted by an agent for this skillset (abs_callsanswered)

abs_callsanswered

agentlogin, skillsetid, site, sitedb

Agent by Skill

Calls Answered Count - AGP

Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts answered (agp_callsanswered)

agp_callsanswered

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Calls Answered Count - Application

Number of contacts, excluding DN calls, answered or accepted for this application (app_callsanswered)

app_callsanswered

applicationid, site, sitedb, timestamp

Application

Calls Answered Count - Skillset

Number of local contacts (excluding DN calls), incoming NSBR calls, ACD calls, and NACD calls answered or accepted by agents in this skillset (skill_callsanswered)

skill_callsanswered

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Calls Answered Delay at Skill Time - Application

Total wait time experienced in the skillset queue by all contacts answered or accepted for this application (app_callsanswereddelayatskillset)

app_callsanswereddelayatskillset

applicationid, site, sitedb, timestamp

Application

Calls Answered Delay Time - Application

Wait time experienced by all contacts, excluding DN calls, ACD and NACD calls, answered or accepted for this application (app_callsanswereddelay)

app_callsanswereddelay

applicationid, site, sitedb, timestamp

Application

Calls Answered Delay Time - Skillset

Wait time experienced by all local contacts (excluding DN, ACD, and NACD calls) and incoming NSBR contacts answered or accepted for this skillset (skill_callsanswereddelay)

skill_callsanswereddelay

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Calls Answered Short Count - Agent by Skill

Total number of local Contact Center Manager calls, ACD calls, NACD calls, SIP voice calls, local multimedia contacts, and incoming NSBR calls accepted that have a talk time less than the short call threshold assigned to the threshold class for the skillset (abs_shortcallsanswered)

abs_shortcallsanswered

agentlogin, site, sitedb, skillsetid

Agent by Skill

Calls Conferenced Count - ABA

Number of contacts, excluding DN calls, in this skillset that an agent conferenced (aba_callsconferenced)

aba_callsconferenced

agentlogin, applicationid, site, sitedb

Agent by Application

Calls Conferenced Count - Agent by Skill

Number of contacts, excluding DN calls, in this skillset that an agent conferenced (abs_callsconferenced)

abs_callsconferenced

agentlogin, site, sitedb, skillsetid

Agent by Skill

Calls Conferenced In Count - Application

Number of local Contact Center Manager calls, SIP calls, and incoming NSBR calls conferenced to this application (app_callsconferencedin)

app_callsconferencedin

applicationid, site, sitedb, timestamp

Application

Calls Conferenced Out Count - Application

Number of local Contact Center Manager calls, SIP calls, incoming NSBR calls, ACD calls, and NACD calls conferenced from this application (app_callsconferencedout)

app_callsconferencedout

applicationid, site, sitedb, timestamp

Application

Calls Offered Count - ABA

Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts and incoming NSBR contacts handled by this skillset and presented to this agent (aba_callsoffered)

aba_callsoffered

agentlogin, applicationid, site, sitedb

Agent by Application

Calls Offered Count - Agent by Skill

Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts and incoming NSBR contacts handled by this skillset and presented to this agent (abs_callsoffered)

abs_callsoffered

agentlogin, site, sitedb, skillsetid

Agent by Skill

Calls Offered Count - AGP

Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts that the application and the agent handled (agp_callsoffered)

agp_callsoffered

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Calls Offered Count - Application

Number of local contacts, incoming NSBR contacts, ACD calls, and NACD calls offered to this application (app_callsoffered)

app_callsoffered

applicationid, site, sitedb, timestamp

Application

Calls Offered Count - Skillset

Number of contacts, excluding DN, ACD, and NACD calls, offered to this skillset, regardless of whether the contacts are answered or accepted for this skillset (skill_callsoffered)

skill_callsoffered

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Calls Returned to Queue Count - ABA

Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts handled by this skillset that the agent returned to the skillset queue for reasons other than timeout (aba_callsreturntoq)

aba_callsreturntoq

agentlogin, applicationid, site, sitedb

Agent by Application

Calls Returned to Queue Count - Agent by Skill

Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts handled by this skillset that the agent returned to the skillset queue for reasons other than timeout (abs_callsreturntoq)

abs_callsreturntoq

agentlogin, site, sitedb, skillsetid

Agent by Skill

Calls Returned To Queue Count - AGP

Number of Contact Center Manager contacts and incoming NSBR contacts handled by this application that the agent returned to the skillset queue for reasons other than timeout (agp_callsreturnedtoq)

agp_callsreturnedtoq

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Calls Returned to Queue Timeout ABA

Number of calls and contacts that automatically returned to the skillset queue, after a wait greater than or equal to the answering timeout for the agent, as defined in the call presentation class to which the agent belongs (aba_callsreturntoqduetotimeout)

aba_callsreturntoqduetotimeout

agentlogin, applicationid, site, sitedb

Agent by Application

Calls Returned to Queue Timeout Count - Agent by Skill

Number of calls and contacts that automatically return to the skillset queue while in alerting state, after a wait greater than or equal to the answering timeout for this agent as defined in the call presentation class to which the agent belongs (abs_callsreturntoqduetotimeout)

abs_callsreturntoqduetotimeout

agentlogin, site, sitedb, skillsetid

Agent by Skill

Calls Returned To Queue Timeout Count - AGP

Number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts that this application handled and automatically returned to the skillset queue after a wait greater than or equal to the answering timeout for this agent, as defined in the call presentation class to which the agent belongs (agp_callsreturnedtoqduetotimeout)

agp_callsreturnedtoqduetotimeout

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Calls Transferred Count - ABA

Number of Contact Center Manager calls, SIP voice calls, ACD calls, NACD calls transferred by the agent for this skillset (aba_callstransferred)

aba_callstransferred

agentlogin, applicationid, site, sitedb

Agent by Application

Calls Transferred Count - Agent by Skill

Number of Contact Center Manager calls, SIP voice calls, ACD calls, NACD calls transferred by the agent for this skillset (abs_callstransferred)

abs_callstransferred

agentlogin, site, sitedb, skillsetid

Agent by Skill

Calls Transferred In Count - Application

Number of local and incoming NSBR contacts transferred to this application (app_callstransferredin)

app_callstransferredin

applicationid, site, sitedb, timestamp

Application

Calls Transferred Out Count - Application

Number of local contacts, incoming NSBR contacts, ACD calls, and NACD calls transferred from this application (app_callsconferencedout)

app_callstransferredout

applicationid, site, sitedb, timestamp

Application

CDN Calls Conf To CDN - AGP

The number of contacts, excluding ACD, NACD, and DN calls, conferenced to a CDN acquired by Contact Center Manager Server

agp_cdncallsconftocdn

agentlogin, sitedb, supervisorlogin, timestamp

CDN Calls Conf To DN - AGP

The number of contacts, excluding ACD, NACD, and DN calls, conferenced to an agent’s personal or secondary DN on a phone acquired by Contact Center Manager Server.

agp_cdncallsconftodn

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

CDN Calls Conf To In calls - AGP

The number of contacts, excluding ACD, NACD, and DN calls, conferenced to an ACD-DN and presented to a phone that Contact Center Manager Server acquired directly to an Incalls key.

agp_cdncallsconftoincalls

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

CDN Calls Conf To Other - AGP

The number of contacts, excluding ACD, NACD, and DN calls, that are conferenced to a resource external to the Contact Center Manager system.

agp_cdncallsconftoother

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Conference Out

Consult Time

AACC - The time in seconds an agent spends in an incomplete consult-transfer after the caller disconnects. Consult time starts when the customer releases the call and ends when the consult call is released. Applicable to voice contacts only.

Consult Time

Contact, Originated Timestamp, sitedb, Sequence ID

AACC, Agent, CSR Stat

Consult Time - Agent by Skill

Time an agent spends in consultation while handling contacts for this skillset (abs_consulttime)

abs_consulttime

agentlogin, site, sitedb, skillsetid

Agent by Skill

CSR Code Duration

AACC - The total time of an active activity code during a contact. Duration for activity codes begins if an agent performs one of the following: • answers a call or accepts a multimedia contact • presses the Activity key and enters a code Duration for PCP codes begins when an agent: • enters the Post Contact Processing state Duration for PCP codes ends when an agent: • presses the Activity key and enters a Not Ready reason code other than an After Call Work Item (ACW) code • enters the Ready state • logs off

CSR Code Duration

Unique CSR Code Stat ID

AACC, CSR Code Stat

DN Calls Conf To ACD DN - AGP

The number of DN calls that are conferenced from a phone that Contact Center Manager Server acquired to an ACD-DN and presented to a phone that the server acquired. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact.

agp_dncallsconftoacddn

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

DN Calls Conf To CDN - AGP

The number of DN calls that are conferenced from a phone that Contact Center Manager Server acquired to a CDN that the server acquired.

agp_dncallsconftocdn

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

DN Calls Conf To DN - AGP

The number of DN calls that are conferenced from a phone that Contact Center Manager Server acquired to a personal or secondary DN on a phone that the server acquired. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact.

agp_dncallsconftodn

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

DN Calls Conf To Other - AGP

The number of DN calls conferenced from a phone that Contact Center Manager Server acquired to a resource external to the Contact Center Manager system. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact.

agp_dncallsconftoother

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Handling Time - Contact

AACC - Handling Time for the call

Handling Time - Call

Contact Segment

AACC, Contact, CSR Stat

Hold Time - ABA

Time during which this agent placed all active local and incoming network CDN contacts on hold, after the contact is accepted from this skillset (aba_holdtime)

aba_holdtime

agentlogin, applicationid, site, sitedb

Agent by Application

Hold Time - Agent by Skill

Time during which this agent placed all active local and incoming network CDN contacts on hold, after the contact is accepted from this skillset (abs_holdtime)

abs_holdtime

agentlogin, site, sitedb, skillsetid

Agent by Skill

Hold Time - AGP

Time during which this agent placed all active local and incoming contacts on hold, excluding DN calls, ACD calls, and NACD calls (agp_holdtime)

agp_holdtime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Hold Time - Contact

AACC - Hold time for a call segment

Hold Time - Call

Contact Segment

AACC, Contact, CSR Stat

Hold Time%

Idle Time - Skillset

skill_idletime

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Idle Time% - Skillset

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Incoming External DN Call Talk Time - AGP

Total time spent on incoming external DN calls, including hold time (agp_dninextcallstalktime)

agp_dninextcallstalktime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Incoming External DN Calls Count - AGP

Number of incoming external DN calls (agp_dninextcalls)

agp_dninextcalls

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Incoming Internal DN Call Talk Time - AGP

Total time spent on incoming internal DN calls, including hold time (agp_dninintcallstalktime)

agp_dninintcallstalktime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Incoming Internal DN Calls Count - AGP

Number of incoming internal DN calls (agp_dninintcalls)

agp_dninintcalls

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Last Treatment Time

AACC - The duration in seconds of the last treatment applied to this contact by a script command in an application.

Last Treatment Time

Contact, Originated Timestamp, sitedb, Sequence ID

AACC, Contact, CSR Stat

Logged In Time - AGP

Total time an agent is in the Login state (agp_loggedintime)

agp_loggedintime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Max Calls Abandoned Delay Time - Application

Wait time experienced by the contact, excluding DN calls, ACD and NACD calls, that waited the longest before the caller abandoned it (app_maxcallsabandoneddelay)

app_maxcallsabandoneddelay

applicationid, site, sitedb, timestamp

Application

Max Calls Abandoned Delay Time - Skillset

Time experienced by the local contact (excluding DN, ACD, and NACD calls) or incoming NSBR contact queued to this skillset that waited the longest before it is abandoned (skill_maxskillsetabandoneddelay)

skill_maxskillsetabandoneddelay

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Max Calls Answered Delay at Skillset Time - Application

Wait time experienced by the contact that waited the longest in the skillset queue before the contact is answered or accepted (app_maxcallsansdelayatskillset)

app_maxcallsansdelayatskillset

applicationid, site, sitedb, timestamp

Application

Max Calls Answered Delay Time - Application

Wait time experienced by the local contact, incoming NSBR contact, or outgoing NSBR contact, excluding DN calls, ACD and NACD calls, that waited the longest before the contact is answered or accepted (app_maxcallsansdelay)

app_maxcallsansdelay

applicationid, site, sitedb, timestamp

Application

Max Calls Answered Delay Time - Skillset

Time experienced by the local Contact Center Manager calls or incoming NSBR call that waited the longest before it is answered (skill_maxanswereddelay)

skill_maxanswereddelay

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

NACD Calls Answered Count - AGP

The number of NACD calls answered by an agent.

agp_nacdcallsanswered

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

NACD Calls Talk Time - AGP

The total time spent on NACD calls by an agent, including hold time.

agp_nacdcallstalktime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Not Ready Count - AGP

Total number of times an agent enters the not ready state (agp_numbertimesnotready)

agp_numbertimesnotready

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Not Ready Time - AGP

Total time an agent spends in the Not Ready state (agp_notreadytime)

agp_notreadytime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Number of Times on Hold - Contact

AACC - The number of times the agent places the contact on hold.

Number of Times on Hold - Call

Contact, Originated Timestamp, sitedb, Sequence ID

AACC, Call, Contact, CSR Stat

Number of Times Returned to Queue - Contact

AACC - The number of times the contact returns to queue. A contact can return to queue if an agent presses the Not Ready key while the agent receives the contact, or if the contact remains as presented to an agent for a long time. If the originator abandons the contact, the last presented-toagent appears in the AgentID field. If the agent accepts the contact, the AgentID field can vary from the same agent that causes the contact to return to queue.

Number of Times RTQ - Call

Contact, Originated Timestamp, Sequence ID, sitedb

AACC, Call, Contact, CSR Stat, Queue

Occupancy %

Outgoing External DN Call Talk Time - ABA

Time spent on outgoing external DN calls, including hold time (aba_dnoutexttalktime)

aba_dnoutexttalktime

agentlogin, applicationid, site, sitedb

Agent by Application

Outgoing External DN Call Talk Time - AGP

Total time spent on outgoing external DN calls, including hold time (agp_dnoutextcallstalktime)

agp_dnoutextcallstalktime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Outgoing External DN Calls Count - AGP

Number of outgoing external DN calls (agp_dnoutextcalls)

agp_dnoutextcalls

agentlogin, sitedb, supervisorlogin

Agent Performance

Outgoing External DN Calls Talk Time - Skillset

Time agents spend on outgoing external DN calls, including hold time, for this skillset (skill_dnoutextcallstalktime)

skill_dnoutextcallstalktime

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Outgoing Internal DN Call Talk Time - ABA

Time spent on outgoing internal DN calls, including hold time (aba_dnoutinttalktime)

aba_dnoutinttalktime

agentlogin, applicationid, site, sitedb

Agent by Application

Outgoing Internal DN Call Talk Time - AGP

Total time spent on outgoing internal DN calls, including hold time (agp_dnoutintcallstalktime)

agp_dnoutintcallstalktime

agentlogin, sitedb, supervisorlogin

Agent Performance

Outgoing Internal DN Calls Count - AGP

Number of outgoing internal DN calls (agp_dnoutintcalls)

agp_dnoutintcalls

agentlogin, sitedb, supervisorlogin

Agent Performance

Outgoing Internal DN Calls Talk Time - Skillset

Time agents spend on outgoing internal DN calls, including hold time, for this skillset (skill_dnoutintcallstalktime)

skill_dnoutintcallstalktime

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Post-Contact Processing Time

AACC - The total time the agent spends on post contact processing after a contact. Normally, agents use this time to complete work related to the last completed contact, such as filling in forms or filing papers. PCP time begins when an agent enters the first Not Ready state after their last contact is released, and does not enter a Not Ready reason code or enters an After Call Work Item (ACW) code. It continues until the agent leaves this Not Ready state, or places or receives a DN call, logs off, or enters a Not Ready reason code other than an ACW code. PCP Time is calculated for the first Not Ready period after a contact is released or transferred. If the agent enters another state after the call (for example, by answering or receiving a DN call or logging off the skillset), and then enters Not Ready state, this Not Ready time does not peg against PCPTime. Also, if the agent interrupts the first Not Ready period to enter another state, and then returns to the Not Ready state, the second Not Ready period does not peg against PCPTime.

PCP Time

Contact Segment

AACC, Agent, Call, Contact, CSR Stat

Post Call Processing Time - ABA

Time this agent was in PostCallProcessing state after all simultaneous contacts were released, for the skillset corresponding to the last of the simultaneous contacts to be released by this agent (aba_postcallprocessingtime)

aba_postcallprocessingtime

agentlogin, applicationid, site, sitedb

Agent by Application

Post Call Processing Time - Agent by Skill

Time this agent was in PostCallProcessing state after all simultaneous contacts were released, for the skillset corresponding to the last of the simultaneous contacts to be released by this agent (abs_postcallprocessingtime)

abs_postcallprocessingtime

agentlogin, site, sitedb, skillsetid

Agent by Skill

Post Call Processing Time - AGP

Time agents spend performing post contact processing (agp_postcallprocessingtime)

agp_postcallprocessingtime

agentlogin, sitedb, supervisorlogin

Agent Performance

Post Call Processing Time - Application

Total time agents spent performing post contact processing after handling a local or incoming NSBR contact in this application (app_postcallprocessingtime)

app_postcallprocessingtime

applicationid, site, sitedb, timestamp

Application

Post Call Processing Time - Skillset

Time agents spend performing post contact processing (skill_postcallprocessingtime)

skill_postcallprocessingtime

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Presenting Time - Contact

AACC - In Voice calls, the total time the contact spends in the Ringing state before an agent receives the contact. In multimedia calls, the total time the contact spends in Alerting or Presenting state. On the Avaya Communication Server 1000 PABX, if call force is configured for the agent's call presentation class, ring time equals the call force timer. Ring time begins when a contact is presented to the phone or agent desktop and ends when the contact is answered, accepted, returned to the queue or abandoned, or a script command causes the contact to be routed outside the control of the contact center. The last agent to receive the contact appears in the AgentID field.

Presenting Time

Contact Segment

AACC, Agent, Call, Contact, CSR Stat

Ring Time - ABA

Time an agent spends in the Ringing state before answering a Contact Center Manager call or SIP voice call from this skillset, and in the Alerting/Presenting state before accepting a multimedia contact from this skillset (aba_ringtime)

aba_ringtime

agentlogin, applicationid, site, sitedb

Agent by Application

Ring Time - Agent by Skill

Time an agent spends in the Ringing state before answering a Contact Center Manager call or SIP voice call from this skillset, and in the Alerting/Presenting state before accepting a multimedia contact from this skillset (abs_ringtime)

abs_ringtime

agentlogin, site, sitedb, skillsetid

Agent by Skill

Ring Time - AGP

Total time an agent spends in the Ringing state before answering a Contact Center Manager call or SIP voice call, and in the Alerting or Presenting state before accepting a multimedia contact (agp_ringtime)

agp_ringtime

agentlogin, sitedb, supervisorlogin

Agent Performance

Short Calls Answered Count - AGP

Number of contacts answered or accepted that have a talk time less than the short call threshold assigned to the threshold class for the skillset in which the contact is answered or accepted (agp_shortcallsanswered)

agp_shortcallsanswered

agentlogin, sitedb, supervisorlogin

Agent Performance

Skill Active Time - Skillset

Time a skillset is in service (skill_activetime)

skill_activetime

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Skillset Abandon Delay - Contact

AACC - The amount of time in seconds the contact spends in queue in the skillset before the originator abandons it.

SKS Abandon Delay

Contact Segment

AACC, Contact, CSR Stat, Skillset

Skillset Accepted Delay - Contact

AACC - The amount of time in seconds the contact spends in queue in the skillset before an agent accepted the contact.

SKS Accepted Delay

Contact Segment

AACC, Contact, CSR Stat, Skillset

SLA Success % - Application

applicationid, site, sitedb, timestamp

SLA Success % - Skillset

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Talk Time - ABA

Time spent by this agent handling contacts, excluding DN calls, after the contact is accepted from this skillset (aba_talktime)

aba_talktime

agentlogin, applicationid, site, sitedb

Agent by Application

Talk Time - Agent by Skill

Time spent by this agent handling contacts, excluding DN calls, after the contact is accepted from this skillset (abs_talktime)

abs_talktime

agentlogin, site, sitedb, skillsetid

Agent by Skill

Talk Time - AGP

Total time spent by the agent handling all contacts except DN calls, ACD calls, and NACD calls, including hold time (agp_talktime)

agp_talktime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Talk Time - Application

Total time in this interval that agents spent handling local and incoming NSBR contacts (excluding DN calls), that were handled by this application (app_talktime)

app_talktime

applicationid, site, sitedb, timestamp

Application

Talk Time - Skillset

Time that agents spend handling contacts (excluding DN calls) in this interval that queued in this skillset (skill_talktime)

skill_talktime

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Talk Time %

Talk Time% - Skillset

Talk Time - Skillset

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

time_key

time_key2

time_key3

Total Staffed Time - Agent by Skill

Total time an agent is logged on and assigned to this skillset (abs_totalstaffedtime)

abs_totalstaffedtime

agentlogin, site, sitedb, skillsetid

Agent by Skill

Total Staffed Time - Skillset

Logon time for all agents belonging to this skillset (skill_totalstaffedtime)

skill_totalstaffedtime

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Unavailable Time% - Skillset

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Wait Time - Agent by Skill

Time this agent spends waiting for a contact after releasing a voice call or closing a multimedia contact from this skillset (abs_waittime)

abs_waittime

agentlogin, site, sitedb, skillsetid

Agent by Skill

Wait Time - Application

Total time agents spend waiting for a contact after releasing a voice call or closing a multimedia contact handled by this application (app_waittime)

app_waittime

applicationid, site, sitedb, timestamp

Application

Wait Time - Skillset

Time agents spend waiting for a contact after releasing a voice call or closing a multimedia contact handled that queued in this skillset (skill_waittime)

skill_waittime

applicationid, skill_contacttype, sitedb, siteid, skillsetid, timestamp

Skillset

Waiting Time - AGP

Total time this agent spends waiting for contacts (agp_waitingtime)

agp_waitingtime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance

Walk Away Time - AGP

Total time an agent is in the Walkaway state (agp_walkawaytime)

agp_walkawaytime

agentlogin, sitedb, supervisorlogin, timestamp

Agent Performance