Subjects control how you want the business metrics (measures) grouped in a report. These are text fields that are used as category-style groupings, such as a team, a queue, or a department in your business.
|Display Name||Description||Caption||Keys||Tags||Attributes||Properties (List)|
|Anchored Media Server||Descriptive name of the media server||Anchored Media Server||Anchored Media Server||AACC, CSR Stat|
|Answered or Abandoned||Answered or Abandoned||Answered or Abandoned|
|Contact Type||Contacts categorized by media. Voice contact types, and multimedia (non voice) contact types (iagentbyskillsetstat, iapplicationstat, iagentbyapplicationstat)||contacttype||contacttype||Agent by Skill|
Contact codes are activity codes that an agent enters while active on an accepted contact with a supported Activity Codes or Post Contact Processing Codes (PCP Codes) feature. PCP codes are Not Ready reason codes that an agent enters in the first Not Ready period after a contact ends.
An activity (or Line of Business) code is a number that an agent enters on the phone or agent desktop while active on a contact. Activity codes provide a way to track the time an agent spends on various types of incoming contacts. For example, the activity code 720 can be used to track sales calls. Agents enter 720 on the phones during sales calls and this information appears in this view.
Agents can add activity codes for any contact except for DN calls. Configure the server to collect contact summary statistics. Contact code statistics are collected automatically whenever you enable contact summary statistics, even if you do not enable activity code statistics collection.
Define activity codes and Not Ready reason codes on the Contact Center Manager Server. If you do not do this, activity codes statistics are collected, but the CodeName is null.
|CSR Code Name||Unique CSR Code Stat ID||AACC, CSR Code Stat||code, CSR Code Sequence, CSR Code Name|
A number that specifies the disconnecting party when a call ends. Valid values are as follows:
|Disconnect Source||Disconnect Source||AACC, Contact, CSR Stat||Disconnect Source|
AACC - A string identifying the state of the contact when it ends. The values determine if an agent accepts a contact. If an agent accepts the contact, the contact has a FinalDisposition of RL, RH, RC or XF. Valid values are as follows:
|Final Disposition Description||Disposition - Final||AACC||Final Disposition Description|
|Final Disposition Description||Final Disposition Description||Final Disposition Description|
|Site||Configured name of this Contact Center Manager site||site||sitedb, site||Agent by Skill, Application, Skillset||sitedb, site|