Subjects
Subjects control how you want the business metrics (measures) grouped in a report. These are text fields that are used as category-style groupings, such as a team, a queue, or a department in your business.
|
Display name |
Description |
Caption |
Keys |
Tags |
Attributes |
Properties |
|---|---|---|---|---|---|---|
| ACD Source | UCCE: ACD Source | ACD Source | ACD Source | Agent Events, Agent Interval, Agent Logout, Agent Skill Group Interval, Agent Skill Group Logout, Calabrio, Call Type Interval, Route Call Detail, Skill Group Interval, Termination Call Detail | ||
| Agent | UCCE: The last name and first name of the agent. (Combination of "Termination Call Detail" and "Route Call Detail" only) | Agent | Router Call Key Day, Router Call Key | Calabrio, Route Call Detail and Termination Call Detail | Agent | |
| Agent Agent Id | ag_agent_id | ag_agent_id | Calabrio | |||
| Agent Events Agent Id | aed_agent_id | aed_agent_id | Calabrio | |||
| Agent Events Team Id | aed_teamid | aed_teamid | Calabrio | |||
| Agent Logout Agent Id | al_agent_id | al_agent_id | Calabrio | |||
| Agent Logout Team Id | al_teamid | al_teamid | Calabrio | |||
| Agent Skill Group Agent Id | ag_sk_agent_id | ag_sk_agent_id | Calabrio | |||
| Agent Skill Group Logout Agent Id | ag_sk_al_agent_id | ag_sk_al_agent_id | Calabrio | |||
| Agent Skill Group Logout Skill Group Id | ag_sk_al_skillgroup_id | ag_sk_al_skillgroup_id | Calabrio | |||
| Agent Skill Group Logout Team Id | ag_sk_al_teamid | ag_sk_al_teamid | Calabrio | |||
| Agent Skill Group Skill Group Id | ag_sk_skillgroup_id | ag_sk_skillgroup_id | Calabrio | |||
| Agent Skill Group Team Id | ag_sk_teamid | ag_sk_teamid | Calabrio | |||
| Agent Team Id | ag_teamid | ag_teamid | Calabrio | |||
| ANI | UCCE: Automatic Number Identification, identifies the calling party. | ANI | ANI | Calabrio, Route Call Detail, Termination Call Detail | ||
| Answered Within Service Level | UCCE: Indicates whether the call was answered with the service level defined for the service: Y = yes N= no | Answered within Service Level | Answered within Service Level | Calabrio, Termination Call Detail | ||
| Call | UCCE: A unique number generated at the PG for every call. Values are reused after approximately 2 billion calls. | ICR Call Key | ICR Call Key | Calabrio, Termination Call Detail | Instrument Port Number, New Transaction, Originated | |
| Call Disposition | UCCE: The final disposition of call (or how the call terminated). | Call Disposition Desc | Call Disposition | Calabrio, Termination Call Detail | Call Disposition Desc, Bad Call Tag | |
| Call Disposition Flag | UCCE: A series of flags providing detail on the call disposition. | Call Disposition Flag Desc | Call Disposition Flag | Calabrio, Termination Call Detail | Call Disposition Flag Desc | |
| Call Peripheral | UCCE: Type of call reported by the peripheral. | Peripheral Call Type | Peripheral Call Type Id | Calabrio, Termination Call Detail | Peripheral Call Type | |
| Call Seq | UCCE: A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. | Router Call Keys Seq | Router Call Keys Seq | Calabrio, Route Call Detail, Termination Call Detail | ||
| Call Type | UCCE: A category of calls that the software can handle | Call Type | Call Type Id | Calabrio, Call Type Interval, Route Call Detail, Termination Call Detail | Call Type, Call Type Desc, Service Level- Call Type, Service Level Type, Call Type Deleted, Call Type Service Level Threshold | |
| Call Type Call Type Id | calltype_calltype_id | calltype_calltype_id | Calabrio | |||
| CED | UCCE: Caller-Entered Digits. | CED | CED | Calabrio, Route Call Detail | ||
| Dialed Number | UCCE: The dialed number for the call. | Dialed Number String | Dialed Number String | Calabrio, Route Call Detail | ||
| Dialed Number String | UCCE: The dialed number for the call. (Combination of "Termination Call Detail" and "Route Call Detail" only) | Dialed Number String | Router Call Key Day, Router Call Key | Calabrio, Route Call Detail and Termination Call Detail | Dialed Number String | |
| Digits Dialed | UCCE: The digits dialed for an outbound call initiated on the ACD. | Digits Dialed | Digits Dialed | Calabrio, Termination Call Detail | ||
| DNIS | UCCE: The DNIS value, provided by the ACD, that arrives with the call. | DNIS | DNIS | Calabrio, Termination Call Detail | ||
| Event | UCCE: Event transition that occurred. This value represents the event that is triggered and does not correlate with Agent State values. 1 = LOGIN Agent logged in to the Media Routing Domain, 2 = LOGOUT Agent logged out of the Media Routing Domain, 3 = NOT_READY Agent transitioned out of the NOT_READY state, changed reason code in NOT_READY state, or Agent remained in the NOT_READY state during the interval boundary. | Event | Event Id | Agent Events, Calabrio | Event | |
| Label | UCCE: Identifies the label that was passed to the routing client. | Label | Router Call Key Day, Router Call Key | Calabrio, Route Call Detail and Termination Call Detail | Label Type, Label Desc, Label | |
| Peripheral | UCCE: Identifies which peripheral handled the call. | Peripheral | Peripheral Id | Agent Skill Group Interval, Agent Skill Group Logout, Calabrio, Skill Group Interval, Termination Call Detail | Peripheral, Peripheral Desc, Peripheral Deleted | |
| Phone Type | UCCE: The type of phone being used: 0 = normal ACD/Unified CCE phone, or non-voice task 1 = remote phone, call by call 2 = remote phone, nailed connection | Phone Type | Phone Type | Agent Logout, Calabrio | ||
| Reason Text | UCCE: Text associated with the reason code numeric value. | Reason Text | Reason Code Id | Agent Events, Agent Logout, Agent Skill Group Logout, Calabrio | Reason Code Desc, Reason Code Deleted, Reason Text | |
| Route | UCCE: An enterprise name for the route. This must be unique among all routes in the enterprise. | Route | Route Id | Calabrio, Route Call Detail, Termination Call Detail | Route Desc, Route, Route Deleted, Request Type, Request Type Desc, Originator, Originator Type, Originator Type Desc, Target Type, Target Type Result, Target Type Desc, Target Label, Routed Agent Skill Target Id, Routed Skill Group Skill Target Id, Routed Service Skill Target Id | |
| Service | UCCE: Each row describes a service available at a peripheral. | Service Desc | Service Id | Calabrio, Termination Call Detail | Service Desc, Service Level Type- Service, Service Level Threshold- Service | |
| Skill Group Skill Group Id | sg_skillgroup_id | sg_skillgroup_id | Calabrio | |||
| Team Name | UCCE: The Enterprise Name of the Agent Team. (Combination of "Termination Call Detail" and "Route Call Detail" only) | Team Name | Router Call Key Day, Router Call Key | Calabrio, Route Call Detail and Termination Call Detail | Team Name | |
| Trunk | UCCE: The number (as known to the peripheral) of the trunk on which the call arrived. | Trunk | Trunk Group Id | Calabrio, Termination Call Detail | Trunk | |
| Variable 5 | UCCE: Custom variable 5 from UCCE termination call detail information | Variable 5 | Variable 5 | Calabrio, Termination Call Detail | ||
| Variable 8 | UCCE: Custom variable 8 from UCCE termination call detail information | Variable 8 | Variable 8 | Calabrio, Termination Call Detail |