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Comment: Converted from version '13.2'.

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  1. Queue Service: This reports all the statistics related to based on the skill groups /precision queues such as calls received, answered, abandoned, SLA,..  
  2. Agent Service: This reports all the statistics related to based on the team agents such as Current agents, their current state, Time in the state, ASA, AHT of agents. 

The following sections elaborate more on the list of attributes exposed by the two data services.

Queue Data Service

Attribute Filter

The application shows data service allows creating dashboards based on call center skill groups for reporting statistics such as (number of calls answered, received, SLA, etc.). Hence, the following attribute filters for are exposed to Queue service in case of CCE deployment:

  • Skill Group: This lists all skill groups available in the CCE database. To show skill group stats, we refer to the following tables of CCE for the realtime and historical data respectively; i) Skill_Group_Real_Time ii) Skill_Group_Interval
  • Precision Queue: This lists all precision queues available in the CCE database. To show precision queue stats, we refer to the following tables of CCE for the realtime stats; Precision_Q_Real_Time. 

The user can choose only one of the two filters to see the call center stats on the dashboard.

...

  • .

It is mandatory to select the attribute filter to show some data on the wallboard. So the statistical data is then compiled/ accumulated based on one or multiple selected skill groups (or all skill groups for no selection).

Data Service Attributes

You can design the dashboard with the following exposed attributes of the data service:

Attribute NameDescription
SLA (5m)

This field shows the SLA on the skill group(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes. 

This the ServiceLevelTo5 field in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group"

and the ServiceLevelTo5field in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue".SLA (24h)This is the ServiceLevel field in the

.

SLA (Reporting Interval)

This field shows the value of the SLA in the last reporting interval (unlike the one above for rolling five minutes only).

This is retrieved from the Skill_Group_Interval table and

is relevant only when the selected attribute filter is set to "Skill Group". 

corresponds to the ServiceLevel field in the table.

The value of this field is automatically updated or refreshed when the new data for the next reporting interval becomes available.

Calls Received (5m)

This

is the RouterCallsOfferedTo5in

field shows the received calls on the skill group(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes.

This maps to the RouterCallsOfferedTo5 field in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group"

and the CallsOfferedTo5 in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue"

.

Calls Received (

24h)

Reporting Interval)

Choose this field to show the total received calls in the last reporting interval on this skill group.

This is

the RouterCallsOffered in

retrieved from the Skill_Group_Interval table and

is relevant only when the selected attribute filter is set to "Skill Group"

corresponds to the RouterCallsOffered field in the table.

The value of this field is automatically updated or refreshed when the new data for the next reporting interval becomes available.

Calls Answered (5m)

This

is theCallsAnsweredTo5 in the

field shows the answered calls on the skill group(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes.

This maps to the CallsAnsweredTo5 in the Skill_Group_Real_Time table in the case

of Attribute

of Attribute filter "Skill Group"

and the CallsAnsweredTo5 field in the Precision_Q_Real_Time table.

. 

Calls Answered (

24h

Reporting Interval)

This is the CallsAnswered in

Choose this field to show the total answered calls in the last reporting interval on this skill group.

This is retrieved from the Skill_Group_Interval table and

is relevant only when the selected attribute filter is set to "Skill Group"

corresponds to the CallsAnswered field in the table.

The value of this field is automatically updated or refreshed when the new data for the next reporting interval becomes available.

Calls Abandoned (5m)

This

is the RouterCallsAbandQTo5 in the

field shows the abandoned calls on this skill group in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes.

This maps to the RouterCallsAbandQTo5 in the Skill_Group_Real_Time table in the case

of Attribute

of Attribute filter "Skill Group"

and the CallsAbandQTo5 field in the Precision_Q_Real_Time table.

.

Only calls that abandon on the skill group (queued to skill group) will be reported with this attribute. 

Calls Abandoned (

24h)

Reporting Interval)

Choose this field to show the total abandoned calls in the last reporting interval.

This is

the RouterCallsAbandQin the 

retrieved from the Skill_Group_Interval table and

is relevant only when the selected attribute filter is set to "Skill Group"

corresponds to the RouterCallsAbandQ field in the table.

The value of this field is automatically updated or refreshed when the new data for the next reporting interval becomes available.

Calls in Queue

This

is

field shows the number of calls in queue for the given skill group(s).

This corresponds to the RouterCallsQNow field in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group"

and the CallsQNowfield in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue"

.

Longest Call In Queue

This is

This field shows the longest time a call remained in the queue on the given skill group(s). 

This corresponds to the RouterLongestCallInQ field in the Skill_Group_Real_Time table in the case of Attribute filter "Skill Group"

and the LongestCallInQ field in the Precision_Q_Real_Time table in case of attribute filter "Precision Queue"

.

In the case of selecting multiple skill groups, this field shows the call which remained in the queue for a maximum time across all skill groups.

Average Wait Time (5m) 

In the case of attribute filter "Skill Group", this is calculated as follows; 

This field shows the average wait time on the skill group(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes.

This is calculated as: (AnswerWaitTimeTo5/CallsAnsweredTo5) from the Skill_Group_Real_

Time 

Time table

. In

in the case of Attribute filter "

Precision Queue" filter, this is calculated as (AnswerWaitTimeTo5/CallsAnsweredTo5) from the Precision_Q_Real_Time table

Skill Group".

Average Talk Time (5m) 

This

is the 

field shows the average talk time on the skill group(s) in the rolling five-minute interval. After five minutes, this data either flushes out or updated depending upon the incoming calls in the next 5 minutes.

This corresponds to the AvgHandledCallsTalkTimeTo5 field in the Skill_Group_Real_Time

 table and AvgHandledCallsTalkTimeTo5field in Precision_Q_Real_Time table

 table.

Average Talk Time (

24h)

Reporting Interval)

Choose this field to show the average talk time in the last reporting interval.

This is

theAvgHandledCallsTalkTime field in

retrieved from the Skill_Group_Interval table and

is relevant only when the selected attribute filter is set to "Skill Group"

corresponds to the AvgHandledCallsTalkTime field in the table.

The value of this field is automatically updated or refreshed when the new data for the next reporting interval becomes available.

Agents Ready

This

is the Ready field in

field shows the number of ready agents on the skill group(s).

This is the Ready agents from the Skill_Group_Real_Time

and Precision_Q_Real_Time table

table. This also displays all agents who are in any state other than Not_Ready and Work_Not_Ready.

Agents Not Ready 

This

is the Not Ready field in

field shows the number of not ready agents on the given skill group(s).

This is the Not Ready field in the Skill_Group_Real_Time

and Precision_Q_Real_Time table

 table.

Agents Logged In 

This field shows the number of logged-in agents on the given skill group(s).

This is the LoggedOn field in the Skill_Group

_Real_Time and Precision_Q

_Real_Time table.

Agents Talking 

This field shows the number of talking agents on the given skill group(s).

This is the TalkingIn field in the Skill_Group_Real_Time

and Precision_Q_Real_Time table

 table.


Note
  • Only stats for rolling five minutes are available to be displayed for Precision Queues.
  • Historical attributes (or attributes with 24h disclaimer) are not available for Precision QueuesTo view the real-time stats of call center agents (Ready, Not Ready, Talking), it is suggested to use the Agent Data Service with Pie/Doughnut (summary of ready, not ready states) and Data table (for individual agent stats) display types while viewing the stats team-wise. This is because since an agent can be a part of multiple skills, viewing agent states summary skill-group wise might not depict the true picture of the call center.
  • The statistical data for the Reporting Interval attributes either flush or is overwritten automatically when the reporting interval expires and the new interval starts. So if the stats in the new interval are 0, the data stats become 0. If the stats are updated, the updated stats in the new reporting interval would be displayed.
  • Since the stats are reported based on call center skill groups, only calls that actually land on the skill groups are available for reporting.
  • There’s a difference between “Reporting Interval” stats and “Historical” stats. The “Historical” stats are calculated based on the interval stats but are persistent in the DB. Such Historical stats are only available for Calls Answered/Abandoned/Received attributes of the Queue Data Service and can only be seen in the Line/Bar charts display types. 
  • The “Reporting Interval” stats only last for the reporting interval configured on CCE and are refreshed when the new data for the next interval becomes available. Those interval stats can be seen in Scorecards, Speedometer display types.


Agent Data Service  

Attribute Filter

The application shows the following attribute filters for Agent service in case of CCE deployment:

  • Team: This lists all CCE teams in the CCE database. To show all teams, we refer to the following CCE table; 

...

  •   

Data Service Attributes

You can design the dashboard with the following exposed attributes of the data service:

Attribute NameDescription

First Name

This is the first name of the agent

Last Name 

This is the last name of the agent

Current State  

This is the current Finesse state of the agent. This refers to the AgentState field in the Agent_Real_Time table. 

This field caters the following states only: 

  • Ready: Shows an agent in Ready when his Finesse state is Ready. 
  • Not Ready: Shows an agent in Not Ready whenever his Finesse state is other than Ready and Talking.This includes the following states:
    • NotReady (for whatever reason)
    • TalkingOut
    • TalkingOther
    • TalkingReserve
    • TalkingPreview
    • TalkingAutoOut
    • BusyOther
    • Reserve
    • Work_Ready
    • Work_Not_Ready 
  • Talking: Shows an agent in Talking when his Finesse state is Talking or On-Hold.

State Duration: 

This is the time since the agent is in the current state. This refers to the DateTimeLastStateChange field in the Agent_Real_Time table

ASA 

This field shows the average speed of answer to answer inbound voice calls per agent.

This is calculated as (SUM(AnswerWaitTime)/

CallsAnswered from

SUM(CallsAnswered)) per agent against all skill groups from the Agent_Skill_Group_Interval table

AHT 

This field shows the average handling time for handling inbound voice calls per agent.

This is calculated as (SUM(HandledCallsTime)/(SUM(CallsHandled)) from the Agent_Skill_Group_Interval table

Cisco Synchronizer 

<Detail here how the synchronizer syncs the stats from the CCE database (the periodic intervals in which the calls are given to CCE for syncing the real-time and historical stats). Mention also about how the historical attributes are calculated and shown on the dashboard>

Prerequisites for integration with CCE 

...


Note
  • Any type of historical statistics is not available for Agent Data Service. This means that only real-time data is available for team agents. 
  • On the Queue Service, only the historical data of "Calls Received/ Answered /Abandoned" is available. These historical data attributes are different from the same attributes for the Reporting Interval who automatically get reset or updated when the new interval starts.