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All Fields Historical Reports Agent Historical All Fields, page 1 Agent Not Ready Detail, page 5 Agent Precision Queue Historical All Fields, page 7 Agent Queue Interval, page 12 Agent Skill Group Historical All Fields, page 17 Agent Team Historical All Fields, page 24 Call Type Abandon/Answer Distribution Historical, page 29 Call Type Historical All Fields, page 33 Call Type Queue Interval All Fields, page 39 Call Type Skill Group Historical All Fields, page 42 Enterprise Service Historical All Fields, page 45 Enterprise Skill Group Historical All Fields, page 49 IVR Ports Performance Historical, page 53 Peripheral Service Historical All Fields, page 55 Peripheral Skill Group Historical All Fields, page 58 Precision Queue Abandon Answer Distribution Historical, page 66 Precision Queue Efficiency, page 69 Precision Queue Efficiency Drill Down, page 72 Precision Queue Interval All Fields, page 73 Skill Group Abandon-Answer Distribution Historical, page 79Agent Historical All FieldsThe Agent Historical All Fields report presents a historical view of the activity of selected agents, showingeach agent's skill groups, completed tasks, and agent state times.Cisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1)1

All Fields Historical ReportsAvailable Fields in the Agent Historical All Fields Grid ViewQuery: This report data is built from an Anonymous Block type query.Views: This report has only a grid view.Grouping: This report is grouped and sorted by agent name and then by skill group.Value List: AgentsDatabase Schema Tables from which data is retrieved: Agent Agent Skill Group Interval Skill Group Person Media Routing Domain Agent Interval Precision QueueAvailable Fields in the Agent Historical All Fields Grid ViewAvailable fields for this report include the fields that appear by default as Current.In addition to the fields that appear by default as Current, most Available fields in this report are derived fromthe Agent Interval and Agent Skill Group Interval tables.Handled is derived from CallsHandled in the Agent Skill Group Interval table.Handled is the number of inbound calls that were answered and have completed wrap-up by agents in theskill group during the interval.Wrap Time, is a calculated field derived from: Agent Skill Group Interval.WorkNotReadyTime Agent Skill Group Interval.WorkReadyTime.Wrap Time is the total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up onincoming and outgoing tasks in the interval.Current Fields in the Agent Historical All Fields Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template. You canchange them.Current fields are listed below in the order (left to right) in which they appear by default in the stock template.Column (Field)DescriptionAgent NameThis is a calculated field, derived from: Person.LastName ", " Person.FirstName.The last name and first name of the agent.Skill Group NameDerived from: Skill Group.EnterpriseName.The agent skill group's enterprise name.Cisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1)2

All Fields Historical ReportsCurrent Fields in the Agent Historical All Fields Grid ViewColumn (Field)DescriptionDateTimeDerived from: Agent Interval.DateTime.The date and time of the selected row's data in MM/DD/YYYY (month, day,year) and HH:MM:SS (hours, minutes, seconds) format.COMPLETED TASKSHandledDerived from: Agent Skill Group Interval.CallsHandled.The number of inbound calls that were answered and have completed wrap-upby agents in the skill group during the interval.AHTThis is a calculated field, derived from:Agent Skill Group Interval.HandledCallsTime/Agent Skill Group Interval.CallsHandled.The average time spent by the agent in handling a task in the interval, measuredin HH:MM:SS (hours, minutes, seconds).HeldDerived from: Agent Skill Group Interval.IncomingCallsOnHold.The number of incoming calls to this agent that were placed on hold in theinterval.Avg HoldThis is a calculated field, derived from:Agent Skill Group Interval.IncomingCallsOnHoldTime/Agent Skill Group Interval.IncomingCallsOnHold.The average time in HH:MM:SS (hours, minutes, seconds) that calls were puton hold in the interval, for all incoming calls that included hold time.Aban RingsDerived from: Agent Skill Group Interval.AbandonRingCalls.For voice: the total number of calls that were abandoned while the agent'sphone was ringing.For non-voice: the total number of tasks that were abandoned while beingoffered to an agent.RONADerived from: Agent Skill Group Interval.RedirectNoAnsCalls.The number of tasks that left the agent's phone or terminal that were redirectedto another dialed number because of no answer in the interval.Aban HoldDerived from: Agent Skill Group Interval.AbandonHoldCalls.The number of Unified ICM routed calls to the agent that were abandonedwhile the call was on hold and the number of paused tasks that the agent endedin the interval.Cisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1)3

All Fields Historical ReportsCurrent Fields in the Agent Historical All Fields Grid ViewColumn (Field)DescriptionTrans InDerived from: Agent Skill Group Interval.TransferredInCalls.The number of incoming calls that were transferred to this agent from otheragents within the same peripheral that did not go to IVR for queuing in theinterval. This value is updated when the agent completes the call.For blind transfers in the Unified CCE with a Unified CCE System PG, thisfield updates when the call that was blind transferred to an IVR is subsequentlytransferred to another agent and the agent answers the call. For this call scenariothis field is not updated in the Unified CCE without a Unified CCE SystemPG.Trans OutThis is a calculated field, derived from:Agent Skill Group Interval.TransferredOutCalls Agent Skill Group Interval.NetTransferredOutCalls.The number of calls this agent transferred to another agent or skill group inthe interval. This includes Consultative Calls if this transfer was consultative-notblind. The value is updated at the time the agent completes the transfer of thecall.Ext OutDerived from: Agent Skill Group Interval.AgentOutCalls.The number of outgoing external calls that this agent made in the interval.AGENT STATE TIMESLog On DurationDerived from: Agent Interval.LoggedOnTime.The total time during the interval the agent was logged in, measured inHH:MM:SS (hours, minutes, seconds) format.%ActiveThis is a calculated field, derivedfrom:(Agent Skill Group Interval.TalkInTime Agent Skill Group Interval.TalkOutTime Agent Skill Group Interval.TalkOtherTime Agent Skill Group Interval.TalkAutoOutTime Agent Skill Group Interval.TalkPreviewTime Agent Skill Group Interval.TalkReserveTime) /Agent Interval.LoggedOnTime.The percentage of time that the agent spent talking on calls in this skill groupin relation to the agent's LoggedOnTime.%HoldThis is a calculated field, derived from:Agent Skill Group Interval.HoldTime/Agent Interval.LoggedOnTimeTime.The percentage of time that the agent put a call on hold or paused a task inrelation to LoggedOnTime or the interval, whichever is less.Cisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1)4

All Fields Historical ReportsAgent Not Ready DetailColumn (Field)Description%Not ActiveThis is a calculated field derived from:Agent Interval.AvailTime/Agent Interval.LoggedOnTime.The percentage of time that the agent spent in the Not Active or Available statein relation to LoggedOnTime. Applies to all skill groups.%Not ReadyThis is a calculated field, derived from: Agent Interval.NotReadyTime /Agent Interval.LoggedOnTime.The percentage of time that the agent spent in the Not Ready state in relationto LoggedOnTime or the interval, whichever is less. Applies to all skill groups.%ReservedThis is a calculated field, derived from:Agent Skill Group Interval.ReservedStateTime/Agent Interval.LoggedOnTime.The percentage of time that the agent spent in Reserved state waiting for taskfrom this skill group in relation to LoggedOnTime.%Wrap UpThis is a calculated field, derived from:(Agent Skill Group Interval.WorkReadyTime Agent Skill Group Interval.WorkNotReadyTime.WorkNotReadyTime)/Agent Interval.LoggedOnTime.The percentage of time that the agent spent in Wrap-up state after an incomingor outgoing calls to/from this skill group in relation to LoggedOnTime.The agent state time percentages in the Report Summary row only adds up to100% after you select all the skill groups for an agent. When viewing a subsetof an agent's skill groups, the percentages may not balance.Report Summary: This report has a report summary for all data.Agent Not Ready DetailUse this report to identify how agents are spending their time when they are not handling contacts. Not Readyreason codes can be used for agents to identify this time via numeric codes for things like Break, Training orFollow up. This report can be used to identify which Not Ready states have been used and how much timehas been spent in each of them.Query: This report data is built from an Anonymous Block.Views: This report only has a grid view.Grouping: This report is grouped and sorted by Agent Name and then by Logon Date Time.Value List: AgentDatabase Schema Tables from which data is retrieved: Agent Agent Event DetailCisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1)5

All Fields Historical ReportsAvailable Fields in the Agent Not Ready Detail Grid View Media Routing Domain Person Reason CodeThe report summarizes states by login date time. Therefore, you might see one row for an agent's entire loginsession rather than individual rows for each state change.Important: To report on Agent Not Ready reason codes, configure the Not Ready Reason codes in the ICMConfiguration Manager AND on the agent desktop software (Computer Telephony Integration (CTI) or CiscoAgent Desktop).In a Unified CCE environment, ensure that agent event detail is enabled on the peripheral. It is enabled bydefault in the ICM Configuration Manager only for the Unified CCE peripheral.Available Fields in the Agent Not Ready Detail Grid ViewAvailable fields for this report include the fields that appear by default as Current. Additional Available fieldsin this report are: EndDate This is a calculated field derived from the SQL query. Reason Code Derived from Reason Code.ReasonCodeName (if reason code text is configured) andAgent Event Detail.ReasonCode. Skill Target ID Derived from: Agent Event Detail.skilltargetid. StartDate This is a calculated field derived from the SQL query. Total Time Not Ready This is a calculated field derived from the SQL query.Current Fields in the Agent Not Ready Detail Grid ViewCurrent fields are those fields that appear by default in a report generated from the stock template.Current fields are listed below in the order (left to right) in which they appear by default in the stock template.Column (Field)DescriptionAgent NameThe first and last name of the agent.Derived from: Person.LastName "," Person.FirstNameLog On Date TimeThe date and time the agent logged in, measured inMM/DD/YYYY (month, day, year) and HH:MM:SS (hours,minutes, seconds) format.This is a calculated field derived fromAgent Event Detail.LoginDateTime.Log On DurationThe amount of time the agent was logged in, measured inHH:MM:SS (hours, minutes, seconds) format.This is a calculated field derived from: (Agent Event Detail.LoginDuration).Cisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1)6