Calculated fields
Calculated fields are created from measures. They use existing measures to calculate new measures.
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Type |
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Attributes |
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| % Aban - Call Type | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Total Calls Abandoned]) / (sum([Calls Handled- Call Type])+ sum([Total Calls Abandoned]) + sum([Incomplete Calls]) + sum([Return Busy]) + sum([Return Ring]) + sum([ICR Default Routed]) + sum([Network Default Routed]) + sum([Over Flow Out]) + sum([Calls RONA]) + sum([Return Release]) + sum([Calls Routed No Agent]) + sum([Short Calls- Call Type])+ sum([Error Count]) + sum([Agent Error Count])),0) | |
| % Aban - Skill Group | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Calls Abandoned- Skill Group])/(sum([Calls Handled- Skill Group])+sum([Calls Abandoned- Skill Group])+sum([Redirect No Answer Calls- Skill Group])),0) | |
| % Active - Agent Skill Group | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError((sum([Inbound Talk Time- Agent Skill Group]) +sum([Outbound Talk Time- Agent Skill Group]) +sum([Other Talk Time- Agent Skill Group]) +sum([Autoout Talk time- Agent Skill Group]) +sum([Outbound Preview Talk Time- Agent Skill Group]) +sum([Reservation Call Talk Time- Agent Skill Group])) /sum([Loggedon Time- Agent]),0) | |
| % Active - Skill Group | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Talk Time- Skill Group])/sum([Loggedon Time- Skill Group]),0) | |
| % Not Active - Agent Skill Group | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Available Time- Agent Skill Group])/sum([Loggedon Time- Agent Skill Group]),0) | |
| % Not Active - Skill Group | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Available Time- Skill Group])/sum([Loggedon Time- Skill Group]),0) | |
| % Not Ready - Agent Events | NUMBER | Calabrio | Sum | {0,number,0.0%} | #ifError([Not Ready Duration]/valueForOnly([Not Ready Duration],[Reason Text].[Reason Code Id]),0) ifError(percentOfTotal([Not Ready Duration],[Reason Text]),0) | |
| % Not Ready - Agent Skill Group | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Not Ready Time- Agent Skill Group])/sum([Loggedon Time- Agent Skill Group]),0) | |
| % Not Ready - Skill Group | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Not Ready Time- Skill Group])/sum([Loggedon Time- Skill Group]),0) | |
| % Not Ready Duration | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Not Ready Duration])/sum([Login Duration]),0) | |
| % Queued | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Calls Queue Handled])/sum([Calls Handled- Call Type]),0) | |
| % Reserved - Agent Skill Group | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Reserved State Time- Agent Skill Group])/sum([Loggedon Time- Agent Skill Group]),0) | |
| % Service Level - Call Type | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Service Level Calls- Call Type])/sum([Service Level Calls Offered- Call Type]),1) | |
| % Service Level - Skill Group | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Service Level Calls- Skill Group])/(sum([Service Level Calls Offered- Skill Group])-sum([Router Calls Dequeued- Skill Group])),1) | |
| % Service Level (ignore abd calls) - Call Type | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Service Level Calls- Call Type])/(sum([Service Level Calls Offered- Call Type])-sum([Service Level Abandoned])),1) | |
| % Service Level (ignore adb calls) - Skill Group | NUMBER | Calabrio | Sum | {0,number,0.0%} | ifError(sum([Service Level Calls- Skill Group])/(sum([Service Level Calls Offered- Skill Group])-sum([Service Level Calls Abandoned- Skill Group])-sum([Router Calls Dequeued- Skill Group])),1) | |
| AHT - Agent Skill Group | NUMBER | Calabrio | Sum | {0,date,hh:mm:ss} | DURATION | ifError(sum([Calls Handled Time- Agent Skill Group])/sum([Calls Handled- Agent Skill Group]),0) |
| AHT - Skill Group | NUMBER | Calabrio | Sum | {0,date,hh:mm:ss} | DURATION | ifError(sum([Calls Handled Time- Skill Group])/sum([Calls Handled- Skill Group]),0) |
| AHT - Termination Call Detail | NUMBER | Calabrio | Sum | ifError((sum([Talk Time- Termination Call Detail])+sum([Work Time])+sum([Call Hold Time]))/sum([Calls Handled- Termination Call Detail]),0) | ||
| ASA - Call Type | NUMBER | Calabrio | Sum | ifError(sum([Answer Waittime- Call Type])/sum([Calls Answered- Call Type]),0) | ||
| ASA - Skill Group | NUMBER | Calabrio | Sum | ifError(sum([Answer Waittime- Skill Group])/sum([Calls Answered- Skill Group]),0) | ||
| Avg Aban Delay | NUMBER | Calabrio | Sum | ifError(sum([Call Delay Abandon Time])/sum([Total Calls Abandoned]),0) | ||
| Avg Aban Time | NUMBER | Calabrio | Sum | ifError(sum([Router Delay In Queue Abandon Time])/sum([Router Calls Abandoned in Queue- Skill Group]),0) | ||
| Calls Abandoned - Skill Group | NUMBER | Calabrio | Sum | [Router Calls Abandoned in Queue- Skill Group]+[Abandoned Ring Calls- Skill Group] | ||
| Calls Error | NUMBER | Calabrio | Sum | [Error Count]+[Incomplete Calls]+[Agent Error Count] | ||
| Date | DATE | Calabrio | Latest | {0,date,yyyy/MM/dd} | dateTrim([Agent Skill Group Interval Time],"DayOfMonth") | |
| Date Login | DATE | Calabrio | Latest | {0,date,yyyy/MM/dd} | dateTrim([Login Time],"DayOfMonth") | |
| Other- Call Type | NUMBER | Calabrio | Sum | [Calls RONA]+[Calls Routed No Agent]+[Short Calls- Call Type] | ||
| Return | NUMBER | Calabrio | Sum | [Return Busy]+[Return Ring]+[Return Release] | ||
| Router Calls Offered v2 - Skill Group | NUMBER | Calabrio | Sum | [Calls Answered- Skill Group] + [Router Calls Abandoned in Queue- Skill Group] + [Router Calls Abandoned to Agent- Skill Group] + [Router Calls Dequeued- Skill Group] + [Redirect No Answer Calls- Skill Group2] | ||
| Total Router Calls Offered | NUMBER | Calabrio | Sum | [Calls Answered- Skill Group] + [Router Calls Abandoned in Queue- Skill Group] + [Router Calls Abandoned to Agent- Skill Group] | ||
| Trans Out Calls Total | NUMBER | Calabrio | Sum | [Transfer Out Calls]+[Network Transfer Out Calls] | ||
| WeekBegin | DATE | Calabrio | Latest | {0,date,yyyy/MM/dd} | dateTrim([Agent Skill Group Interval Time],"week") |