Measures
Measures are the business metrics you want to understand in a report. They are numerical fields that will have calculations performed on them, such as adding them up or averaging them.
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Display name |
Description |
Caption |
Keys |
Tags |
|---|---|---|---|---|
| % Aban - Call Type | UCCE: The percentage of all the tasks that came in to the call type in the interval that were abandoned. | %Aban | Calabrio, Call Type Interval | |
| % Aban - Skill Group | %Aban- Skill Group | Calabrio | ||
| % Active - Agent Skill Group | UCCE: The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's logged on time. | % Active-Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| % Active - Skill Group | UCCE: The percentage of time the interval that the agent of this skill group has spent in active state in this skill group in relation to logged on time. | %Active -Skill Group | Calabrio, Skill Group Interval | |
| % Not Active - Agent Skill Group | UCCE: The percentage of time that the agent spent in the not active or available state in relation to logged on time. | % Not Active- Agent Group Interval | Agent Skill Group Interval, Calabrio | |
| % Not Active - Skill Group | UCCE: The percentage of time that agents have spent in the not active or available state in relation to logged on time or the interval, whichever is less. | %Active- Skill Group | Calabrio, Skill Group Interval, ucce | |
| % Not Ready - Agent Events | UCCE: The percentage of time an agent spent in each Not Ready state relative to the other Not Ready states. | % Not Ready- Agent Events | Agent Events, Calabrio | |
| % Not Ready - Agent Skill Group | UCCE: The percentage of time that the agent spent in the Not Ready state in relation to logged on time or the interval, whichever is less. Applies to all skill groups. | % Not Ready- Agent Skill Interval | Agent Skill Group Interval, Calabrio | |
| % Not Ready - Skill Group | UCCE: The percentage of time that agents spent in the Not Ready state in relation to logged on time or the interval, whichever is less. | %Not Ready- Skill Group | Calabrio, Skill Group Interval | |
| % Not Ready Duration | UCCE: The percent of the agent's total login session that the agent spent in the not ready state for the given reason. | % Log On Duration | Agent Events, Calabrio | |
| % Queued | UCCE: The percentage of all handled tasks of the call type that were queued in the interval. | %Queued | Calabrio, Call Type Interval | |
| % Reserved - Agent Skill Group | UCCE: The percentage of time that the agent spent in Reserved state waiting for a task from this skill group in relation to logged on time. | % Reserved- Agent Skill Group | Agent Skill Group Interval, Calabrio | |
| % Service Level - Call Type | UCCE: Service level for the call type during the reporting interval. Abandoned Calls have Negative Impact. | % Service Level - Call Type | Calabrio, Call Type Interval | |
| % Service Level - Skill Group | UCCE: Service Level for the skill group during the reporting interval. Abandoned Calls have Negative Impact. | % Service Level - Skill Group | Calabrio, Skill Group Interval | |
| % Service Level (ignore abd calls) - Call Type | UCCE: Service level for the call type during the reporting interval. Ignore abandoned calls. | % Service Level (ignore abd calls) | Calabrio, Call Type Interval | |
| % Service Level (ignore abd calls) - Skill Group | UCCE: Service Level for the skill group during the reporting interval. Ignore abandoned and dequeued calls. | % Service Level (ignore adb and dequed calls) | Calabrio, Skill Group Interval | |
| Abandoned Interval 1 | UCCE: Number of calls abandoned within interval 1. | Abandoned Interval 1 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Abandoned Interval 2 | UCCE: Number of calls abandoned within interval 2. | Abandoned Interval 2 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Abandoned Interval 3 | UCCE: Number of calls abandoned within interval 3. | Abandoned Interval 3 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Abandoned Interval 4 | UCCE: Number of calls abandoned within interval 4. | Abandoned Interval 4 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Abandoned Interval 5 | UCCE: Number of calls abandoned within interval 5. | Abandoned Interval 5 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Abandoned Interval 6 | UCCE: Number of calls abandoned within interval 6. | Abandoned Interval 6 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Abandoned Interval 7 | UCCE: Number of calls abandoned within interval 7. | Abandoned Interval 7 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Abandoned Interval 8 | UCCE: Number of calls abandoned within interval 8. | Abandoned Interval 8 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Abandoned Interval 9 | UCCE: Number of calls abandoned within interval 9. | Abandoned Interval 9 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Abandoned Interval 10 | UCCE: Number of calls abandoned within interval 10. | Abandoned Interval 10 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Abandoned Ring Calls - Agent Skill Group | UCCE: During the reporting interval, the total number of ACD calls that abandoned while ringing at an agent position. | Abandoned Ring Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Abandoned Ring Calls - Skill Group | UCCE: Total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. | Abandoned Ring Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Agent Error Count | UCCE: During the reporting interval, calls that encounter an error when the call is at the agent desktop. These are calls that receive a TCD with CallDispositionFlag value 4. | Agent Error Count | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Agent Outbound Calls | UCCE: The total number of outbound ACD calls made by an agent associated with this skill group that ended during the reporting interval. | Agent Outbound Calls | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Agent Terminated Calls - Agent Skill Group | UCCE: Not currently supported. | Agent Terminated Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Agent Terminated Calls - Skill Group | UCCE: Not currently used. | Agent Terminated Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| AHT - Agent Skill Group | UCCE: The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). | AHT- Agent Skill Group | Agent Skill Group Interval, Calabrio | |
| AHT - Skill Group | UCCE: The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group. | AHT- Skill Group | Calabrio, Skill Group Interval | |
| AHT - Termination Call Detail | UCCE: The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). | AHT- Termination Call Detail | Calabrio, Termination Call Detail | |
| Answer Wait Time - Agent Skill Group | UCCE: The sum of the answer wait times of all calls an agent associated with this skill group answered during the reporting interval. | Answer Wait Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Answer Wait Time - Call Type | UCCE: The sum of answer wait time in seconds for all calls that were answered for the call type during the reporting interval. | Answer Waittime- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Answer Wait Time - Skill Group | UCCE: The sum of the answer wait times of all tasks agents associated with the skill group answered during this reporting interval. | Answer Waittime- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Answered Interval 1 | UCCE: Number of calls answered within interval 1. | Answered Interval 1 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Answered Interval 2 | UCCE: Number of calls answered within interval 2. | Answered Interval 2 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Answered Interval 3 | UCCE: Number of calls answered within interval 3. | Answered Interval 3 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Answered Interval 4 | UCCE: Number of calls answered within interval 4. | Answered Interval 4 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Answered Interval 5 | UCCE: Number of calls answered within interval 5. | Answered Interval 5 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Answered Interval 6 | UCCE: Number of calls answered within interval 6. | Answered Interval 6 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Answered Interval 7 | UCCE: Number of calls answered within interval 7. | Answered Interval 7 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Answered Interval 8 | UCCE: Number of calls answered within interval 8. | Answered Interval 8 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Answered Interval 9 | UCCE: Number of calls answered within interval 9. | Answered Interval 9 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Answered Interval 10 | UCCE: Number of calls answered within interval 10. | Answered Interval 10 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| ASA - Call Type | UCCE: Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This value is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels. | ASA- Call Type | Calabrio, Call Type Interval | |
| ASA - Skill Group | UCCE: The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the time spent by callers when placed in queue and ringing at the agent's desktop before the task is answered divided by the number of tasks answered. | ASA- Skill Group | Calabrio, Skill Group Interval | |
| AutoOut Call Handle Time - Agent Skill Group | UCCE: The total handle time, in seconds, for AutoOut (predictive) calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time. | AutoOut Call Handle Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| AutoOut Call Handle Time - Skill Group | UCCE: The total handle time, in seconds, for AutoOut (predictive) calls handled by agents associated with this skill group that ended during the reporting interval. | AutoOut Calls Handle Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| AutoOut Call Hold Time - Agent Skill Group | UCCE: The total number of seconds that AutoOut (predictive) calls were placed on hold by an agent associated with this skill group during the reporting interval. | AutoOut Call Hold Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| AutoOut Call Hold Time - Skill Group | UCCE: The total number of seconds that AutoOut (predictive) calls were placed on hold by agents associated with this skill group during the reporting interval. | AutoOut Calls Hold Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| AutoOut Call Talk Time - Agent Skill Group | UCCE: The number of seconds the agent spent talking on AutoOut (predictive) calls during the reporting interval. | AutoOut Call Talk Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| AutoOut Call Talk Time - Skill Group | UCCE: Total talk time, in seconds, for AutoOut (predictive) calls handled by agents associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call. | AutoOut Calls Talk Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| AutoOut Calls - Agent Skill Group | UCCE: The total number of AutoOut (predictive) calls made by an agent associated with this skill group that ended during the reporting interval. | AutoOut Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| AutoOut Calls - Skill Group | UCCE: The total number of AutoOut (predictive) calls made by agents associated with this skill group that ended during the reporting interval. | AutoOut Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| AutoOut Calls On Hold - Agent Skill Group | UCCE: During the reporting interval, the total number of ended AutoOut (predictive) calls that an agent associated with this skill group has placed on hold at least once. | AutoOut Calls On Hold- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| AutoOut Calls On Hold - Skill Group | UCCE: The total number of ended AutoOut (predictive) calls that agents associated with this skill group have placed on hold at least once. | AutoOut Calls On Hold- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| AutoOut Talk Time | UCCE: Number of seconds the agent spent talking on AutoOut (predictive) calls during the reporting interval. | Autoout Talk time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Available In MRD Time | UCCE: The number of seconds in the reporting interval that this agent was available with respect to this Media Routing Domain. | Available In MRD Time | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Available Time - Agent | UCCE: Total time, in seconds, the agent was in the NOT ACTIVE state during the reporting interval. | Available Time- Agent | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Available Time - Agent Skill Group | UCCE: Total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill group during the reporting interval. | Available Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Available Time - Skill Group | UCCE: Total time in seconds agents associated with this skill group were in the Not_Active state with respect to this skill group during the reporting interval. | Available Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Avg Aban Delay | UCCE: The average delay time of all abandoned calls that ended in this call type during the current interval. This value includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone. | Avg Aban Delay | Calabrio, Call Type Interval | |
| Avg Aban Time | UCCE: The average delay time of all abandoned calls that ended in this skill group during the current interval. | Avg Aban Time | Calabrio, Skill Group Interval | |
| Avg Router Delay in Queue | UCCE: Average delay in queue (in seconds) for calls removed from the Router queue during the half-hour interval. | Avg Router Delay in Queue | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Barge In Calls - Agent Skill Group | UCCE: During the reporting interval, the number of calls associated with an agent associated with the skill group barged in on either by the supervisor or by the agent | Barge In Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Barge In Calls - Skill Group | UCCE: The number of calls associated with this skill group barged in on either by the supervisor or by the agent. | Barge In Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Bucket Interval Id - Call Type | UCCE: The ID of Bucket Intervals from the Bucket_Interval table used to generate the following AnsInterval and AbandInterval fields in this record. | Bucket Interval Id- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Busy Other Time - Agent Skill Group | UCCE: Number of seconds an agent spent in the BusyOther state with respect to this skill group during the reporting interval. | Busy Other Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Busy Other Time - Skill Group | UCCE: Number of seconds agents have spent in the BusyOther state with respect to this skill group during the reporting interval. | Busy Other Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Call Back Message Time - Agent Skill Group | UCCE: Number of seconds the agent spent processing callback messages during the reporting interval. | Call Back Message Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Call Back Message Time - Skill Group | UCCE: Number of seconds the skill group spent processing callback messages during the reporting interval. | Call Back Messages Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Call Back Messages - Agent Skill Group | UCCE: Number of callback messages processed by the agent during the reporting interval. | Call Back Messages- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Call Back Messages - Skill Group | UCCE: Number of callback messages processed by the skill group during the reporting interval. | Call Back Messages- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Call Delay Abandon Time | UCCE: The total time spent by calls of this call type that abandoned in the half-hour interval. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls. | Call Delay Abandon Time | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Call Duration | UCCE: Duration of the call in seconds. | Call Duration | Call Time | Calabrio, Termination Call Detail |
| Call Hold Time - Agent Skill Group | UCCE: Number of seconds where all calls to the agent are on hold during the reporting interval. | Call Hold Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Call Hold Time - Skill Group | UCCE: Number of seconds where all calls to an agent are on hold during the reporting interval. | Call Hold Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Call Hold Time - Termination Call Detail | UCCE: The cumulative time, in seconds, that the call was put on hold by at least one agent device. A call may be put on hold by more than one agent device during its duration. The call might be finished by being abandoned, transferred, handled to completion, etc. | Call Hold Time | Call Time | Calabrio, Termination Call Detail |
| Call Segment Time - Route Call Detail | UCCE: Time in seconds that the system took to segment a private network call. For example, if the system software handed the caller off to a menu of choices, CallSegmentTime reflects the length of time the caller spent in the menu. | Call Segment Time- Route Call Detail | Routing Time | Calabrio, Route Call Detail |
| Call Segment Time - Termination Call Detail | UCCE: Time, in seconds, that the system took to segment a private network call. For example, if the system software handed the caller off to a menu of choices, CallSegmentTime reflects how long the caller spent in the menu. | Call Segment Time- Termination Call Detail | Call Time | Calabrio, Termination Call Detail |
| Calls Abandoned | UCCE: For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. | Calls Abandoned- Skill Group | Calabrio, Skill Group Interval | |
| Calls Abandoned Ring Time - Agent Skill Group | UCCE: During the reporting interval, the total ring time associated with ACD calls that were abandoned while alerting an agent's position. RingTime occurs after any DelayTime and LocalQTime. | Calls Abandoned Ring Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Calls Abandoned Ring Time - Skill Group | UCCE: Total ring time associated with ACD calls to the skill group that were abandoned while alerting an agent's position. | Calls Abandoned Ring Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Calls Answered - Agent Skill Group | UCCE: Number of routed calls answered by an agent associated with this skill group during the given interval. | Calls Answered- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Calls Answered - Call Type | UCCE: The total number of calls of this call type answered by agents in the half-hour interval. | Calls Answered- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Calls Answered - Skill Group | UCCE: Number of routed calls answered by agents associated with this skill group during the given interval. | Calls Answered- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Calls Error | UCCE: The number of calls for this call type that had errors or were incomplete in the interval. | Calls Error | Calabrio, Call Type Interval | |
| Calls Handle Time - Agent Skill Group | UCCE: Number of seconds an agent associated with this skill group spent answering and having completed wrap-up during the reporting interval. | Calls Handled Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Calls Handle Time - Skill Group | UCCE: The time in seconds agents spent on calls that were handled within the reporting interval. | Calls Handled Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Calls Handled - Agent Skill Group | UCCE: The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval. | Calls Handled- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Calls Handled - Call Type | UCCE: The total number of calls of this call type handled in the half-hour interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled. A handled call is an incoming ACD call that was answered by an agent and then completed or a non-voice task that the agent started working on and then completed. | Calls Handled- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Calls Handled - Skill Group | UCCE: The number of inbound ACD calls answered and wrap-up completed by agents associated with this skill group during the reporting interval. | Calls Handled- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Calls Handled - Termination Call Detail | UCCE: The total number of calls handled. | Calls Handled- Termination Call Detail | Call Time | Calabrio, Termination Call Detail |
| Calls Intercepted - Agent Skill Group | UCCE: During the reporting interval, the number of calls intercepted either by the supervisor or by the agent. | Calls Intercepted- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Calls Intercepted - Skill Group | UCCE: The number of calls intercepted either by the supervisor or by the agent. | Calls Intercepted- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Calls Monitored - Agent Skill Group | UCCE: The number of calls monitored either by the supervisor or by the agent. | Calls Monitored- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Calls Monitored - Skill Group | UCCE: The number of calls monitored either by the supervisor or by the agent. | Calls Monitored- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Calls Offered - Call Type | UCCE: The total number of calls of this call type offered during the half-hour interval. | Calls Offered- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Calls Offered - Skill Group | UCCE: The number of calls received by this skill group for the current reporting interval. | Calls Offered- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Calls On Hold | UCCE: The number of calls placed on hold at least once for the call type during the reporting interval | Calls On Hold | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Calls On Hold Abandoned - Agent Skill Group | UCCE: During the reporting interval, the total number of ACD calls that were abandoned while being held at an agent position. | Calls On Hold Abandoned- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Calls On Hold Abandoned - Skill Group | UCCE: The total number of ACD calls to the skill group that abandoned while being held at an agent’s position. | Calls On Hold Abandoned- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Calls Queue Handled | UCCE: Number of calls handled in the half-hour interval that were queued in the Router at any time during the life of the call. | Calls Queue Handled | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Calls Queued | UCCE: The number of calls queued to this skill group by the ACD in the current reporting interval. | Calls Queued | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Calls Requeried | UCCE: During the half-hour interval, the number of router requery events for this calltype. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, Calls Requeried is 20. | Calls Requeried | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Calls RONA | UCCE: Number of calls that have been Redirected On No Answer in the half-hour interval. This does not include calls that are rerouted using the router requery feature. This is for calls with a call disposition of 5. | Calls RONA | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Calls Routed | UCCE: Number of calls of this type that have been routed during the half-hour interval. | Calls Routed | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Calls Routed No Agent | UCCE: The number of calls that executed a Label node or a Divert Label node in their routing script in the half-hour interval. | Calls Routed No Agent | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Conference Time | UCCE: The cumulative number of seconds that the call was in conference with more than two parties. ConferenceTime is recorded for both ACD and non-ACD calls. The value includes any HoldTime associated with the call. | Conference Time | Call Time | Calabrio, Termination Call Detail |
| Conferenced Out Call Time - Agent Skill Group | UCCE: During the reporting interval, the number of seconds that an agent spent on conference calls that the agent initiated. This includes time spent on both ACD and non-ACD conference calls initiated by the agent. | Conferenced Out Call Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Conferenced Out Call Time - Skill Group | UCCE: The number of conference calls that the skill group agents initiated. The conferenced out calls include ACD and non-ACD calls. | Conferenced Out Calls Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Conferenced Out Calls - Agent Skill Group | UCCE: During the reporting interval, the number of conference calls the agent initiated. The conferenced out calls include ACD and non-ACD calls. | Conferenced Out Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Conferenced Out Calls - Skill Group | UCCE: The number of conference calls that the skill group agents initiated. The conferenced out calls include ACD and non-ACD calls. | Conferenced Out Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Consultative Call Time - Agent Skill Group | UCCE: During the reporting interval, the number of seconds agents spent handling consultative calls with at least one ACD call on hold. | Consultative Call Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Consultative Call Time - Skill Group | UCCE: The number of seconds agents associated with this skill group spent handling a consultative call. | Consultative Calls Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Consultative Calls - Agent Skill Group | UCCE: The number of consultative calls an agent associated with this skill group that ended in the reporting interval. | Consultative Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Consultative Calls - Skill Group | UCCE: The number of consultative calls agents associated with the skill group that ended in this reporting. | Consultative Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| CT Delay Abandon Time | UCCE: The total time spent by calls of this call type that abandoned calls within the half-hour interval. | CT Delay Abandon Time | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| CT VRU Time | UCCE: During the half-hour interval, the total time that all the calls spent at the VRU in the current call type. | CT VRU Time | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Delay Agent Abandon Time | UCCE: For the half-hour interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. Does not include short calls. | Delay Agent Abandon Time | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Delay in Queue Abandon Time | UCCE: The total time spent by all calls for this call type that abandoned while in the queue, for this half-hour interval. | Delay in Queue Abandon Time | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Delay Time | UCCE: The time in seconds that the call is active on the switch but not queued to a skill group or trunk resource. | Delay Time | Call Time | Calabrio, Termination Call Detail |
| Emergency Assists - Agent Skill Group | UCCE: The number of emergency assist requests either by the agent or by the supervisor. | Emergency Assists - Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Emergency Assists - Skill Group | UCCE: The number of emergency assist requests either by the agent or by the supervisor. | Emergency Assists- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Enterprise Queue Time | UCCE: This field indicates the amount of time spent by the call in the queue, on the parent Unified CCE system in CVP/another network queuing platform. | Enterprise Queue Time | Call Time | Calabrio, Termination Call Detail |
| Error Count | UCCE: During the half-hour interval, the number of calls that resulted in an error condition, such as when a routing script fails to find a target and there is no default route defined. Refer to the Route_Call_Detail table, RouterErrorCode field. Examples: Translation-routed calls are abandoned while en route to destination target. Calls with misconfigured labels do not use default routing; for example, when a route has not been defined. | Error Count | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Event Count | UCCE: Agent event count | Event Count | aed_agent_id, aed_ts | Agent Events, Calabrio |
| Event Duration | UCCE: Duration in seconds associated with the EVENT: LOGIN: Typically set to zero. LOGOUT: Number of seconds the agent was logged in to the Media Routing Domain. NOT_READY: Number of seconds the agent was in the NotReady State with respect to the Media Routing Domain, from the last state change, in NOT_READY state with reason code change, or from the last interval boundary. For example: Time=12:10:00 Agent NotReady state transition Time=12:11:00 Agent Ready state transition, AgentEventDetail.Duration=60 Time=12:25:00 Agent NotReady state transition Time=12:30:00 Interval boundary change, AgentEventDetail.Duration=300 Time=13:00:00 Interval boundary change, AgentEventDetail.Duration=1800 | Event Duration | aed_agent_id, aed_ts | Agent Events, Calabrio |
| External Consult Call Time - Agent Skill Group | UCCE: During the reporting interval, the number of seconds agents spent handling consultative calls with at least one ACD call on hold. | Outbound Consultative Call Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| External Consult Call Time - Skill Group | UCCE: Time the agents in this skill group spent on consult external calls. It will include talk, hold, and wrap time. | External Consult Call Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| External Consult Calls - Agent Skill Group | UCCE: The number of agent-initiated consult calls for this interval that were external from the switch. | External Consult Calls - Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| External Consult Calls - Skill Group | UCCE: The number of external consult calls the agents in this skill group completed during this interval. | External Consult Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Handle Time | UCCE: The total handle time in seconds for handled calls of this call type ending during the half-hour interval. HandleTimeToHalf is the sum of the fields TalkTime, HoldTime, and WorkTime from the Termination_Call_Detail record. | Handle Time | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Handled Call Talk Time - Agent Skill Group | UCCE: The number of seconds that an agent spent in TalkTime for the handled calls that are associated with a skill group and that ended in this 15-minute or half-hour interval. | Handled Calls Talk Tme- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Handled Call Talk Time - Skill Group | UCCE: The number of seconds that agents spent in TalkTime for calls associated with this skill group that ended in this reporting interval. | Handled Calls Talk Tme- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Hold Time - Call Type | UCCE: The total hold time in seconds for calls of this call type ending during the half-hour interval. | Hold Time- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| ICR Default Routed | UCCE: Number of calls of this type that were routed to the default label during the half-hour interval. | ICR Default Routed | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Inbound ACD Call Hold Time - Agent Skill Group | UCCE: Total number of seconds that inbound ACD calls that an agent associated with this skill group placed on hold that ended during the reporting interval. | Inbound ACD Call Hold Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Inbound ACD Call Hold Time - Skill Group | UCCE: Total number of seconds that inbound ACD calls that agents associated with the skill group placed on hold that ended during the reporting interval. | Inbound ACD Calls Hold Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Inbound ACD Call Talk Time - Skill Group | UCCE: Number of seconds agents associated with this skill group spent talking on inbound ACD calls (neither internal nor outbound) during the reporting interval. | Inbound Talk Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Inbound ACD Calls On Hold - Agent Skill Group | UCCE: The number of incoming calls to this agent that were placed on hold in the interval. | Inbound ACD Calls On Hold- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Inbound ACD Calls On Hold - Skill Group | UCCE: The total number of inbound ACD calls that agents associated with the skill group placed on hold at least once during the reporting interval. | Inbound ACD Calls On Hold- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Inbound Talk Time - Agent Skill Group | UCCE: Number of seconds an agent associated with this skill group spent talking on inbound ACD calls (neither internal nor outbound) during the reporting interval. | Inbound Talk Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Incoming Conference Call Time - Agent Skill Group | UCCE: During the reporting interval, the number of seconds that an agent spent on conference calls that the agent initiated. This includes time spent on both ACD and non-ACD conference calls initiated by the agent. | Incoming Conferenced Call Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Incoming Conference Call Time - Skill Group | UCCE: The number of seconds agents associated with this skill group were involved in incoming conference calls. Conferenced-in calls include both ACD and non-ACD. | Incoming Conferenced Call Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Incoming Conference Calls - Agent Skill Group | UCCE: During the reporting interval, the number of incoming calls into which the agent was conferenced. Incoming calls include ACD and non-ACD calls. | Incoming Conferenced Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Incoming Conference Calls - Skill Group | UCCE: The number of incoming calls skill group agents were conferenced into. Incoming calls include ACD and non-ACD calls. | Incoming Conferenced Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Incomplete Calls | UCCE: During the half-hour interval, the number of IncompleteCalls, which are calls that were routed to an agent but failed to arrive. An IncompleteCall can also be identified in the Termination_Call_Detail record, as can any call with a CallDispositionFlag of 7. | Incomplete Calls | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Internal Call Hold Time - Agent Skill Group | UCCE: The total number of seconds an agent spent on hold in an internal call associated with this skill group that ended during the reporting interval. | Internal Call Hold Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Internal Call Hold Time - Skill Group | UCCE: The total number of seconds internal calls agents associated with the skill group ended in this reporting ever put on hold. | Internal Call Hold Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Internal Call Receive Time - Agent Skill Group | UCCE: The total number of seconds spent on internal calls associated with this skill group that were received by an agent that ended in the reporting interval. | Internal Call Received Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Internal Call Receive Time - Skill Group | UCCE: Number of seconds spent on internal calls received by the agent during the reporting interval. | Internal Call Received Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Internal Call Time - Agent Skill Group | UCCE: Total number of seconds an agent associated with this skill group spent on internal calls that ended during the reporting interval. | Internal Call Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Internal Call Time - Skill Group | UCCE: Number of seconds spent on internal calls initiated by the agent during the reporting interval. | Internal Call Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Internal Calls - Agent Skill Group | UCCE: Number of internal calls an agent associated with this skill group ended during the reporting interval. | Internal Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Internal Calls - Skill Group | UCCE: Number of internal calls agents associated with this skill group ended during the reporting interval. | Internal Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Internal Calls On Hold - Agent Skill Group | UCCE: During the reporting interval, the total number of internal calls that an agent associated with this skill group ended in this reporting that were placed on hold. | Internal Calls On Hold- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Internal Calls On Hold - Skill Group | UCCE: The total number of internal calls that agents associated with the skill group ended in this reporting that were ever placed on hold. | Internal Calls On Hold- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Internal Calls Received - Agent Skill Group | UCCE: Number of internal calls associated with this skill group that were received by an agent and that ended during the reporting interval. | Internal Calls Received- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Internal Calls Received - Skill Group | UCCE: Number of internal calls associated with this skill group that were received by an agent and that ended during this reporting interval. | Internal Calls Received- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Local Queue Time | UCCE: Measures only the cumulative time, in seconds, that the call spent queued at the local ACD. | Local Queue Time | Call Time | Calabrio, Termination Call Detail |
| Log On Duration | UCCE: The amount of time the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. | Log On Duration | aed_agent_id, aed_ts | Agent Events, Calabrio |
| Logged On Time - Agent | UCCE: Total time, in seconds, the agent was logged into this Media Routing Domain during the reporting interval. | Loggedon Time- Agent | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Logged On Time - Agent Skill Group | UCCE: Total time, in seconds, an agent associated with this skill group was logged on during the reporting interval. | Loggedon Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Logged On Time - Skill Group | UCCE: Total time, in seconds, agents associated with this skill group were logged on during the reporting interval. | Loggedon Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Login Count | UCCE: Login count | Login Count | al_agent_id, al_ts | Agent Logout, Calabrio |
| Login Duration | UCCE: Number of seconds the agent was logged in. | Login Duration | al_agent_id, al_ts | Agent Logout, Calabrio |
| Login Event Count | UCCE: Login event count | Login Event Count | aed_agent_id, aed_ts | Agent Events, Calabrio |
| Logout Event Count | UCCE: Logout event count | Logout Event Count | aed_agent_id, aed_ts | Agent Events, Calabrio |
| Max Call Wait Time | UCCE: The longest time a call had to wait before it was dispositioned (abandoned, answered, etc.) in this interval. | Max Call Wait Time | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Max Calls Queued | UCCE: The maximum number of calls in queue for this call type during this interval. | Max Calls Queued | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Max Hold Time | UCCE: The max hold time in seconds for calls of this call type during the reporting interval | Max Hold Time | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Message Origin Call SIM | UCCE: The originator of the request: - 1 = Unspecified 1 = Switch 2 = CallSim 3 = TestCall | Message Origin Call SIM | Routing Time | Calabrio, Route Call Detail |
| Message Origin Switch | UCCE: The originator of the request: - 1 = Unspecified 1 = Switch 2 = CallSim 3 = TestCall | Message Origin Switch | Routing Time | Calabrio, Route Call Detail |
| Message Origin Test Call | UCCE: The originator of the request: - 1 = Unspecified 1 = Switch 2 = CallSim 3 = TestCall | Message Origin Test Call | Routing Time | Calabrio, Route Call Detail |
| Message Origin Unspecified | UCCE: The originator of the request: - 1 = Unspecified 1 = Switch 2 = CallSim 3 = TestCall | Message Origin Unspecified | Routing Time | Calabrio, Route Call Detail |
| Network Announcement | UCCE: Number of calls routed with an announcement node during the half-hour period. | Network Announcement | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Network Conferenced Out Call Time - Agent Skill Group | UCCE: During the reporting interval, the number of seconds the agent spent on Network conference calls that they initiated. This only includes time spent on Network conference calls initiated by the agent. The value includes any HoldTime for the call. | Network Conferenced Out Call Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Network Conferenced Out Call Time - Skill Group | UCCE: The number of seconds that agents spent on Network conference calls that they initiated. This only includes time spent on Network conference calls initiated by the agent. | Network Conferenced Out Call Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Network Conferenced Out Calls - Agent Skill Group | UCCE: During the reporting interval, the number of Network conference calls the agent initiated. | Network Conferenced Out Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Network Conferenced Out Calls - Skill Group | UCCE: The number of Network conference calls that the skill group agents initiated. The conferenced-out calls only include Network conference calls. | Network Conferenced Out Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Network Consultative Call Time - Agent Skill Group | UCCE: During the reporting interval, the number of seconds agents spent handling a Network consultative call with at least one call on hold. | Network Consultative Call Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Network Consultative Call Time - Skill Group | UCCE: The number of seconds agents in the skill group spent handling a Network consultative call with at least one call on hold. | Network Consultative Call Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Network Consultative Calls - Agent Skill Group | UCCE: During the reporting interval, the number of Network consultative calls completed by agents with at least one call on hold. | Network Consultative Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Network Consultative Calls - Skill Group | UCCE: The number of Network consultative calls completed by agents in the skill group with at least one call on hold. | Network Consultative Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Network Default Routed | UCCE: Number of calls of this type that were routed to a Termination node that specifies "use network default" during the half-hour interval. | Network Default Routed | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Network Queue Time - Route Call Detail | UCCE: Time in seconds the call spent in a network router queue. | Network Queue Time- Route Call Detail | Routing Time | Calabrio, Route Call Detail |
| Network Queue Time - Termination Call Detail | UCCE: Represents the time the call spent on Network Queue in the CallRouter. | Net Queue Time2 | Call Time | Calabrio, Termination Call Detail |
| Network Time | UCCE: The number of seconds between the PG receiving a pre-call message from the CallRouter for the task and an Offer Task (or Start Task, if an Offer Task is not sent) message for the task. | Network Time | Call Time | Calabrio, Termination Call Detail |
| Network Transfer Out Calls | UCCE: Number of calls Network (Blind and Consultative) transferred out of the skill group during the reporting interval. | Network Transfer Out Calls | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Network Transferred Out Calls | UCCE: Number of calls Network (Blind and Consultative) transferred out by the agent during the reporting interval. | Network Transferred Out Calls | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Non-ACD Calls Answer Time | UCCE: Indicates how much time the agent spent on non-ACD calls that the agent answered on the non-ACD lines. | Non-ACD Calls Answer Time | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Non-ACD Calls Answered | UCCE: Indicates how many non-ACD calls the agent answered on one of the non-ACD lines. | Non-ACD Calls Answered | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Non-ACD Calls Initiate Time | UCCE: Indicates how much time the agent spent on non-ACD calls that the agent initiated on the non-ACD lines. This time includes the time from when the call was initiated until the call ended whether or not the call was answered. | Non-ACD Calls Initiate Time | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Non-ACD Calls Initiated | UCCE: Indicates how many non-ACD calls the agent initiated on one of the non-ACD lines. | Non-ACD Calls Initiated | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Not Ready Duration | UCCE: The amount of time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Not Ready state for the given reason. Derived from: Agent_Event_Detail.Duration | Not Ready Duration | aed_agent_id, aed_ts | Agent Events, Calabrio |
| Not Ready Event Count | UCCE: The event count an agent spent in the Not Ready state for the given reason. | Not Ready Event Count | aed_agent_id, aed_ts | Agent Events, Calabrio |
| Not Ready Time - Agent | UCCE: Total time, in seconds, the agent was in the Not Ready state (a state in which agents are logged on but are neither involved in any call-handling activity nor available to handle a call) with respect to this Media Routing Domain during the reporting interval. | Not Ready Time- Agent | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Not Ready Time - Agent Skill Group | UCCE: Total seconds an agent in the skill group was in the Work Ready state for tasks associated with this skill group that ended during the reporting interval. | Not Ready Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Not Ready Time - Skill Group | UCCE: Total seconds agents were in the Not Ready state with respect to this skill group during the reporting interval. | Not Ready Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Other - Call Type | UCCE: The number of tasks of the call type that are Short, were routed to non-Agent targets, or were redirected in the interval. | Other- Call Type | Calabrio, Call Type Interval | |
| Other Talk Time - Agent | UCCE: Total time, in seconds, the agent spent talking on internal calls during the half-hour interval. | Other Talk Time- Agent | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Other Talk Time - Agent Skill Group | UCCE: Number of seconds that an agent in the skill group spent talking on other calls (neither inbound or outbound) during the reporting interval. Examples: agent-to-agent transfers and supervisor calls. | Other Talk Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Other Talk Time - Skill Group | UCCE: Number of seconds agents spent talking on other calls (neither inbound nor outbound) during the reporting interval. Examples of other calls include agent-to-agent transfers and supervisor calls. | Other Talk Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Outbound ACD Call Handle Time - Agent Skill Group | UCCE: The total handle time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call. | Outbound ACD Call Handle Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Outbound ACD Call Handle Time - Skill Group | UCCE: The total handle time, in seconds, for outbound ACD calls handled by the skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call. | Outbound ACD Calls Handle Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Outbound ACD Call Hold Time - Agent Skill Group | UCCE: During the reporting interval, the total number of seconds outbound ACD calls were placed on hold by an agent associated with this skill group. | Outbound ACD Call Hold Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Outbound ACD Call Hold Time - Skill Group | UCCE: Total number of seconds outbound ACD calls were placed on hold by agents associated with this skill group. | Outbound ACD Calls Hold Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Outbound ACD Call Talk Time - Agent Skill Group | UCCE: Total talk time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the reporting interval. The value includes the time spent from the call being initiated by the agent to the time the agent begins after-call work. | Outbound ACD Call Talk Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Outbound ACD Call Total Talk Time - Skill Group | UCCE: Total talk time, in seconds, outbound ACD calls handled by agents associated with this skill group that ended during the reporting interval. The value includes the time spent from the call being initiated by the agent to the time the agent begins after-call work for the call. This includes Hold Time associated with the call. | Outbound ACD Calls Talk Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Outbound ACD Calls - Skill Group | UCCE: The total number of outbound ACD calls made by agents in the skill group that ended during a reporting interval. | Outbound ACD Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Outbound ACD Calls On Hold - Agent Skill Group | UCCE: During the reporting interval, the total number of outbound ACD calls an agent associated with this skill group ended and that were placed on hold at least once during the life of the call. | Outbound ACD Calls On Hold- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Outbound ACD Calls On Hold - Skill Group | UCCE: The total number of outbound ACD calls an agent associated with this skill group that ended during the current reporting interval that were placed on hold at least once during the life of the call. | Outbound ACD Calls On Hold- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Outbound Call Talk Time - Skill Group | UCCE: Number of seconds agents associated with this skill group spent talking on external outbound or consultative transfer calls during the reporting interval. | Outbound Talk Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Outbound Calls On Hold Abandoned - Agent Skill Group | UCCE: During the reporting interval, the total number of Outgoing calls that were abandoned while on hold. | Outbound Calls On Hold Abandoned- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Outbound Calls On Hold Abandoned - Skill Group | UCCE: The number of outbound calls that abandon while on hold. | Outbound Calls On Hold Abandoned- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Outbound Preview Talk Time - Agent Skill Group | UCCE: The number of seconds the agent spent talking on outbound Preview calls during the reporting interval. | Outbound Preview Talk Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Outbound Talk Time - Agent Skill Group | UCCE: Number of seconds an agent associated with this skill group spent talking on external outbound or consultative transfer calls during the reporting interval. | Outbound Talk Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Over Flow Out | UCCE: The number of calls overflowed to another call type during the half-hour interval. | Over Flow Out | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Phone Type Normal | UCCE: Normal ACD/Unified CCE phone or non-voice task | Phone Type Normal | al_agent_id, al_ts | Agent Logout, Calabrio |
| Phone Type Remote CbC | UCCE: Remote phone, call by call | Phone Type Remote CbC | al_agent_id, al_ts | Agent Logout, Calabrio |
| Phone Type Remote Nailed | UCCE: Remote phone, nailed connection | Phone Type Remote Nailed | al_agent_id, al_ts | Agent Logout, Calabrio |
| Preview Call Handle Time - Agent Skill Group | UCCE: Total handle time, in seconds, for Outbound Preview calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time. | Preview Call Handle Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Preview Call Handle Time - Skill Group | UCCE: Total handle time, in seconds, for outbound Preview calls handled by agents associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. | Preview Call Handle Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Preview Call Hold Time - Agent Skill Group | UCCE: The total number of seconds outbound Preview calls that were placed on hold by agents associated with this skill group during the reporting interval. | Preview Call Hold Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Preview Call Hold Time - Skill Group | UCCE: The total number of seconds outbound Preview calls were placed on hold by agents associated with this skill group during the reporting interval. | Preview Calls Hold Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Preview Call Talk Time - Agent Skill Group | UCCE: Total talk time, in seconds, for outbound Preview calls handled by an agent associated with this skill group that ended during the reporting interval. | Preview Talk Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Preview Call Talk Time - Skill Group | UCCE: Total talk time, in seconds, for outbound Preview calls handled by agents associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It therefore includes the HoldTime associated with the call. | Preview Calls Talk Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Preview Calls - Agent Skill Group | UCCE: Total number of outbound Preview calls made by an agent associated with this skill group that ended during the reporting interval. | Preview Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Preview Calls - Skill Group | UCCE: Total number of outbound Preview calls made by agents associated with this skill group that ended during the reporting interval. | Preview Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Preview Calls On Hold - Agent Skill Group | UCCE: The total number of ended outbound Preview calls that an agent associated with this skill group placed on hold at least once during the reporting interval. | Preview Calls On Hold- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Preview Calls On Hold - Skill Group | UCCE: The total number of ended outbound Preview calls that agents associated with this skill group have placed on hold at least once during the reporting interval. | Preview Calls On Hold- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Preview Talk Time - Skill Group | UCCE: Number of seconds the agent spent talking on outbound Preview calls during the reporting interval. | Preview Talk Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Recovery Day - Skill Group | UCCE: Currently not used, set to zero (0). | Recovery Day- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Redirect No Answer Call Time - Agent Skill Group | UCCE: During the reporting interval, the number of seconds ACD calls to the skill group rang at an agent's terminal before being redirected on failure to answer. | Redirect No Answer Call Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Redirect No Answer Call Time - Skill Group | UCCE: The number of seconds ACD calls to the skill group rang at an agent's terminal before being redirected on failure to answer. | Redirect No Answer Call Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Redirect No Answer Calls - Agent Skill Group | UCCE: During the reporting interval, the number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. | Redirect No Answer Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Redirect No Answer Calls - Skill Group | UCCE: The number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. | Redirect No Answer Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Reporting Half Hour - Agent | UCCE: The value indicates half-hour boundary interval (0 - 47). Two 15-minute interval records have unique half-hour boundary values. | Reporting Half Hour- Agent Interval | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Reporting Half Hour - Agent Skill Group | UCCE: The value indicates Half Hour boundary interval (0 - 47). Two 15-minute interval records have a unique half-hour boundary value. | Reporting Half Hour- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Reporting Half Hour - Call Type | UCCE: The value indicates Half Hour boundary interval (0 - 47). Two 15-minute interval records will have a unique half-hour boundary value. | Reporting Half Hour- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Reporting Half Hour - Skill Group | UCCE: The value indicates Half Hour boundary interval (0 - 47). Two 15-minute interval records will have a unique half-hour boundary value. | Reporting Half Hour- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Reporting Interval - Agent | UCCE: This value indicates the router to calculate the Call Type and Call Type Skill Group data for that interval. Default: 30. | Reporting Interval- Agent Interval | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Reporting Interval - Agent Skill Group | UCCE: Contains the Reporting interval, in minutes, for Historical reporting. | Reporting Interval- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Reporting Interval - Call Type | UCCE: This value indicates the router to calculate the Call Type and Call Type Skill Group data for that interval. Default: 30. | Reporting Interval- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Reporting Interval - Skill Group | UCCE: This value indicates the router to calculate the Call Type and Call Type Skill Group data for that interval. Default: 30. | Reporting Interval- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Reservation Call Hold Time - Agent Skill Group | UCCE: The time the reservation call has been on hold during the reporting interval. | Reservation Call Hold Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Reservation Call Hold Time - Skill Group | UCCE: The time the reservation call has been on hold during the reporting interval. | Reservation Call Hold Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Reservation Call Talk Time - Agent Skill Group | UCCE: This is how long an agent is in Talking state since the reservation call is connected to the agent. | Reservation Call Talk Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Reservation Call Talk Time - Skill Group | UCCE: Number of seconds the agent spent talking on agent reservation calls during the reporting interval. | Reservation Call Talk Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Reservation Call Talking State Time - Agent Skill Group | UCCE: This is how long an agent is in Talking state since the reservation call is connected to the agent. | Reservation Call Talking State Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Reservation Call Talking State Time - Skill Group | UCCE: Number of seconds the agent spent talking on agent reservation calls during the reporting interval. | Reservation Call Talking State Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Reservation Call Time - Agent Skill Group | UCCE: This is the sum of the above two columns. This is counted using Call State. | Reservation Call Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Reservation Call Time - Skill Group | UCCE: This is the sum of the above two columns. | Reservation Call Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Reservation Calls - Agent Skill Group | UCCE: Number of reservation calls which equals the ReserveCallsOnHold. | Reservation Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Reservation Calls - Call Type | UCCE: The number of times the Dialer reserved an agent for an agent campaign during this interval. | Reservation Calls - Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Reservation Calls - Skill Group | UCCE: Number of reservation calls. | Reservation Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Reservation Calls On Hold - Agent Skill Group | UCCE: The total number of reservation calls placed on hold at least once during the reporting interval. | Reservation Calls On Hold- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Reservation Calls On Hold - Skill Group | UCCE: The total number of reservation calls placed on hold at least once during the reporting interval. | Reservation Calls On Hold- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Reserved State Time - Agent Skill Group | UCCE: How long an agent is in Reserved state. This is counted using Agent State. | Reserved State Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Reserved State Time - Skill Group | UCCE: How long an agent is in Reserved state. This is counted using Agent State. | Reserved State Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Return | UCCE: The number of tasks of the call type that ICM software routed to Return nodes in the interval. | Return | Calabrio, Call Type Interval | |
| Return Busy | UCCE: Number of calls of this type that were routed to the Busy target during the half-hour interval. | Return Busy | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Return Release | UCCE: Count of calls that executed a Release node in their routing script in the half-hour interval. | Return Release | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Return Ring | UCCE: Number of calls of this type that were routed to the Ring target during the half-hour interval. | Return Ring | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Ring Time | UCCE: The number of seconds that the call spent ringing at the agent's teleset before it was answered. | Ring Time | Call Time | Calabrio, Termination Call Detail |
| Routable In MRD Time | UCCE: The number of seconds in the reporting interval that this agent was routable with respect to this MRD. | Routable In MRD Time | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Route Count | UCCE: Route Count | Route Count | Routing Time | Calabrio, Route Call Detail |
| Router Abandoned Interval 1 | UCCE: Number of calls abandoned within interval 1. | Router Abandoned Interval 1 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Abandoned Interval 2 | UCCE: Number of calls abandoned within interval 2. | Router Abandoned Interval 2 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Abandoned Interval 3 | UCCE: Number of calls abandoned within interval 3. | Router Abandoned Interval 3 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Abandoned Interval 4 | UCCE: Number of calls abandoned within interval 4. | Router Abandoned Interval 4 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Abandoned Interval 5 | UCCE: Number of calls abandoned within interval 5. | Router Abandoned Interval 5 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Abandoned Interval 6 | UCCE: Number of calls abandoned within interval 6. | Router Abandoned Interval 6 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Abandoned Interval 7 | UCCE: Number of calls abandoned within interval 7. | Router Abandoned Interval 7 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Abandoned Interval 8 | UCCE: Number of calls abandoned within interval 8. | Router Abandoned Interval 8 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Abandoned Interval 9 | UCCE: Number of calls abandoned within interval 9. | Router Abandoned Interval 9 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Abandoned Interval 10 | UCCE: Number of calls abandoned within interval 10. | Router Abandoned Interval 10 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Answered Interval 1 | UCCE: Number of calls answered within interval 1. | Router Answered Interval 1 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Answered Interval 2 | UCCE: Number of calls answered within interval 2. | Router Answered Interval 2 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Answered Interval 3 | UCCE: Number of calls answered within interval 3. | Router Answered Interval 3 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Answered Interval 4 | UCCE: Number of calls answered within interval 4. | Router Answered Interval 4 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Answered Interval 5 | UCCE: Number of calls answered within interval 5. | Router Answered Interval 5 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Answered Interval 6 | UCCE: Number of calls answered within interval 6. | Router Answered Interval 6 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Answered Interval 7 | UCCE: Number of calls answered within interval 7. | Router Answered Interval 7 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Answered Interval 8 | UCCE: Number of calls answered within interval 8. | Router Answered Interval 8 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Answered Interval 9 | UCCE: Number of calls answered within interval 9. | Router Answered Interval 9 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Answered Interval 10 | UCCE: Number of calls answered within interval 10. | Router Answered Interval 10 | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Calls Abandoned | UCCE: The count of calls abandoned after they have been routed to an agent, during the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE. | Router Calls Abandoned | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Router Calls Abandoned Dequeued | UCCE: The number of calls that were abandoned and de-queued from this skill group. | Router Calls Abandoned Dequeued | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Calls Abandoned in Queue - Agent | UCCE: Number of calls queued to the agent by the CallRouter that were abandoned during the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. | Router Calls Abandoned in Queue- Agent | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Router Calls Abandoned in Queue - Call type | UCCE: The number of calls to the call type that abandoned in the Router queue during the interval. Does not include short calls. | Router Calls Abandoned in Queue- Call type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Router Calls Abandoned in Queue - Skill Group | UCCE: Number of calls queued to the group by the CallRouter that were abandoned during the half-hour interval. | Router Calls Abandoned in Queue- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Calls Abandoned to Agent - Call Type | UCCE: The number of calls that abandoned at the agent desktop before being answered in the half-hour interval. Does not include short calls. | Router Calls Abandoned to Agent- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Router Calls Abandoned to Agent - Skill Group | UCCE: In the reporting interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). | Router Calls Abandoned to Agent- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Calls Answered | UCCE: The count of calls that are answered by the agent in this Skill Group in the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. | Router Calls Answered | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Router Calls Dequeued - Agent | UCCE: This value is incremented when a call is dequeued from an agent and routed to another agent in the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. | Router Calls Dequeued- Agent | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Router Calls Dequeued - Skill Group | UCCE: The number of calls that were de-queued from this skill group to be routed to another skill group in the reporting interval. | Router Calls Dequeued- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Calls Handled | UCCE: The number of calls handled at this agent during the reporting interval, reflecting the number of calls that were sent to this agent that have the Handled type of Call Disposition Flag value 1. For systems that use the Router Requery feature, this is the count of requery events for the call in the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. | Router Calls Handled | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Router Calls Offered - Agent | UCCE: The count of calls routed or queued to the agent in the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. | Router Calls Offered- Agent | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Router Calls Offered - Skill Group | UCCE: The number of calls routed or queued for the Skill Group in the reporting interval. | Router Calls Offered- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Calls Offered v2 - Skill Group | UCCE: An alternate using this formula: [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] | Router Calls Offered | Calabrio, Skill Group Interval, UCCE | |
| Router Calls Redirected | UCCE: For systems that use the Router Requery feature, this is the count of requery events for the call in the reporting interval. For systems using Ring on No Answer (RONA), this is the count of TCDs with call disposition of DBCDF_REDIRECTED. If a system has both configurations, both events increment this field. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. | Router Calls Redirected | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Router Delay In Queue Abandon Time | UCCE: The summation of time spent waiting in queue with this skill group by callers that abandon before being routed to an agent. | Router Delay In Queue Abandon Time | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Error Count - Agent | UCCE: The number of calls that result in an error condition in the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. | Router Error Count- Agent | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Router Error Count - Skill Group | UCCE: The number of calls that resulted in an error condition in the reporting interval. | Router Error Count- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Max Call Wait Time | UCCE: The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable. | Router Max Call Waittime | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Max Calls Queued | UCCE: The maximum number of calls queued for this skill group during this interval. | Router Max Calls Queued | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Queue Calls - Agent | UCCE: Number of calls queued to the agent by the CallRouter during the reporting interval. | Router Queue Calls- Agent | ag_agent_id, ag_ts | Agent Interval, Calabrio |
| Router Queue Calls - Call Type | UCCE: The number of tasks of the call type assigned from the queue to be routed in the half-hour interval. | Router Queue Calls- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Router Queue Calls - Skill Group | UCCE: Number of calls queued to the group by the CallRouter during the reporting interval. | Router Queue Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Router Queue Time | UCCE: Number of seconds the call was held in the CallRouter queue. | Router Queue Time | Routing Time | Calabrio, Route Call Detail |
| Router Queue Wait Time | UCCE: Number of seconds calls of this type spent in the Call Router queue during the half-hour interval. | Router Queue Wait Time | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Service Level Abandoned | UCCE: The total number of calls of this call type abandoned within the service level threshold during the half-hour interval. | Service Level Abandoned | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Service Level Calls - Call Type | UCCE: The total number of calls of this call type answered within the ICM service level threshold during the half-hour interval. | Service Level Calls- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Service Level Calls - Skill Group | UCCE: The total number of calls associated with the skill group that were answered within the service level threshold during the reporting interval. | Service Level Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Service Level Calls Abandoned - Skill Group | UCCE: The number of calls that abandoned within the skill group ServiceLevel threshold in the reporting interval. | Service Level Calls Abandoned- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Service Level Calls Dequeued | UCCE: The number of queued calls de-queued from a skill group within the skill ServiceLevel threshold in the reporting interval. Calls may be de-queued via Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group. | Service Level Calls Dequeued | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Service Level Calls Offered - Call Type | UCCE: The number of calls of this call type that had service level events during the half-hour interval. | Service Level Calls Offered- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Service Level Calls Offered - Skill Group | UCCE: The number of calls routed to a skill group or queued for a skill group in the reporting interval. Includes the following categories of calls: Calls that are answered within the ServiceLevel threshold. Calls that are abandoned within the ServiceLevel threshold. Calls that are redirected within the ServiceLevel threshold (this is consistent with Call Type ServiceLevel). Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold). | Service Level Calls Offered- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Service Level Error - Call Type | UCCE: Calls that ended in Error state within SL threshold within the half-hour interval. | Service Level Error- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Service Level Error - Skill Group | UCCE: The calls that ended in Error state within the skill group Service Level threshold during the reporting interval. | Service Level Error- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Service Level RONA - Call Type | UCCE: Calls that redirected on no answer within SL threshold within the half-hour interval. | Service Level RONA- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Service Level RONA - Skill Group | UCCE: The calls that redirected on no answer within the Service Level threshold during the reporting interval. These calls are part of the ServiceLevelCallsOffered. | Service Level RONA- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Short Calls - Agent Skill Group | UCCE: During the reporting interval, the number of calls answered by an agent associated with this skill group where the duration of the calls falls short of the AnsweredShortCalls threshold. You might choose to factor these calls out of handle time statistics. Inbound ACD short calls are counted as Handled. AGENT_INSIDE short calls are counted as InternalCallsRcvd. | Short Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Short Calls - Call Type | UCCE: The total number of calls to the route that were too short to be considered abandoned during the half-hour interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. | Short Calls- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Short Calls - Skill Group | UCCE: The number of calls answered by agents associated with this skill group where the duration of the calls falls short of the AnsweredShortCalls threshold. | Short Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Skill Group AutoOut Call Talk Time - Agent Skill Group | UCCE: Total talk time, in seconds, for AutoOut (predictive) calls handled by an agent associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work. It includes the HoldTime associated with the call. | Autoout Talk time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Skill Group Logged in Duration | UCCE: Number of seconds the agent was logged in for this skill group | Skill Group Logged in Duration | ag_sk_al_skillgroup_id, ag_sk_al_agent_id, ag_sk_al_ts | Agent Skill Group Logout, Calabrio |
| Skill Group Login Count | UCCE: Login count for this skill group | Skill Group Login Count | ag_sk_al_skillgroup_id, ag_sk_al_agent_id, ag_sk_al_ts | Agent Skill Group Logout, Calabrio |
| Supervisor Assisted Call Time - Agent Skill Group | UCCE: Number of seconds an agent associated with this skill group received supervisor assistance during the reporting interval. | Supervisor Assisted Call Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Supervisor Assisted Call Time - Skill Group | UCCE: Number of seconds agents associated with this skill group spent on supervisor-assisted calls during the reporting interval. | Supervisor Assisted Call Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Supervisor Assisted Calls - Agent Skill Group | UCCE: Number of calls for which an agent received supervisor assistance during the reporting interval. | Supervisor Assisted Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Supervisor Assisted Calls - Skill Group | UCCE: Number of calls for which agents received supervisor assistance during the reporting interval. | Supervisor Assisted Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Talk Time - Call Type | UCCE: The total talk time in seconds for calls of this call type that were handled during the half-hour interval. | Talk Time- Call Type | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Talk Time - Skill Group | UCCE: Total seconds agents associated with this skill group were in the Talking state during the reporting interval. This value is based on the following: TalkInTime TalkOutTime TalkOtherTime TalkAutoOutTime TalkPreviewTime TalkReservedTime | Talk Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Talk Time - Termination Call Detail | UCCE: The cumulative time, in seconds, that the call was in a talking state on the destination device. TalkTime is a completed call time, not an agent state time. | Talk Time- Termination Call Detail | Call Time | Calabrio, Termination Call Detail |
| TCD Count | UCCE: Call count for Termination Call Detail Dataset. | TCD Count | Call Time | Calabrio, Termination Call Detail |
| Time to Abandon | UCCE: The elapsed time in seconds before the call was abandoned. This can include DelayTime, LocalQTime, and RingTime, depending on when the call was abandoned. | Time to Abandon | Call Time | Calabrio, Termination Call Detail |
| Total Calls Abandoned | UCCE: The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop | Total Calls Abandoned | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Total Router Calls Offered - Skill Group | UCCE: Using formula: [Calls Answered- Skill Group] + [Router Calls Abandoned in Queue- Skill Group] + [Router Calls Abandoned to Agent- Skill Group] | Total Router Calls Offered | Calabrio, Skill Group Interval, UCCE | |
| Trans Out Calls Total | UCCE: The number of tasks this agent transferred to another agent or skill group in the interval. This includes Consultative Calls. The value is updated in the database when the transfer of the call is completed. | Trans Out Calls Total | Calabrio, Skill Group Interval | |
| Transfer In Call Time | UCCE: Number of seconds agents associated with this skill group spent handling transferred in calls that ended during this reporting interval. | Transfer In Call Time | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Transfer In Calls | UCCE: Number of calls transferred into the skill group during the reporting interval. | Transfer In Calls | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Transfer Out Calls | UCCE: Number of calls transferred out of the skill group during the reporting interval. | Transfer Out Calls | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Transferred In Call Time | UCCE: Number of seconds an agent associated with this skill group spent handling transferred in calls that ended during the reporting interval. | Transferred In Call Time | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Transferred In Calls | UCCE: Number of calls transferred into the skill group during the reporting interval. | Transferred In Calls | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Transferred Out Calls | UCCE: Number of calls transferred out by the agent during the reporting interval. | Transferred Out Calls | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| VRU Assisted Calls | UCCE: Count of the VRU handled calls marked as routed to agents in the half-hour interval. | VRU Aassisted Calls | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| VRU Forced Transfer Calls | UCCE: Count of the VRU calls marked as routed to agents as a result of caller difficulties in the half-hour period. | VRU Forced Transfer Calls | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| VRU Handled Calls | UCCE: Count of the VRU calls marked as handled at VRU in the half-hour interval. | VRU Handled Calls | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| VRU Opt Out Unhandled Calls | UCCE: Count of the VRU unhandled calls that were marked as routed to agents by caller request in the half-hour interval. | VRU Opt Out Unhandled Calls | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| VRU Other Calls | UCCE: Count of VRU calls marked with any other VRUProgress value other than the ToHalf in the half-hour period. | VRU Other Calls | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| VRU Scripted Transfer Calls | UCCE: Count of the VRU calls marked as routed to agents as a result of normal script procedure in the half-hour period. | VRU Scripted Transfer Calls | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| VRU Time | UCCE: The total time that all calls spent at the VRU in the half-hour interval. | VRU Time | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| VRU Unhandled Calls | UCCE: Count of calls marked as Offered to VRU but not handled in the half-hour interval. | VRU Handled Calls2 | calltype_calltype_id, calltype_timestamp | Calabrio, Call Type Interval |
| Whisper Calls - Agent Skill Group | UCCE: During the reporting interval, the number of calls coached either by the supervisor or by the agent. | Whisper Calls- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Whisper Calls - Skill Group | UCCE: The number of calls coached either by the supervisor or by the agent. | Whisper Calls- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Work Not Ready Time - Agent Skill Group | UCCE: Total time in seconds an agent associated with this skill group was in the Work Not Ready state during the reporting interval. | Work Not Ready Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Work Not Ready Time - Skill Group | UCCE: Total time in seconds agents associated with this skill group were in the WORK_NOT_READY state during the reporting interval. | Work Not Ready Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Work Ready Time - Agent Skill Group | UCCE: Total seconds an agent in the skill group was in the Work Ready state for tasks associated with this skill group that ended during the reporting interval. | Work Ready Time- Agent Skill Group | ag_sk_skillgroup_id, ag_sk_agent_id, ag_sk_ts | Agent Skill Group Interval, Calabrio |
| Work Ready Time - Skill Group | UCCE: Total seconds agents in the skill group were in the WORK_READY state for tasks associated with this skill group that ended during this reporting interval. | Work Ready Time- Skill Group | sg_skillgroup_id, sg_ts | Calabrio, Skill Group Interval |
| Work Time | UCCE: The cumulative number of seconds of after-call work time associated with the call. After-call work includes post-call activities such as completing paperwork or consulting with associates. Work time is a completed call time, not an agent state time. | Work Time | Call Time | Calabrio, Termination Call Detail |