AvayaAnalytics DataDictionary

Avaya Analytics™ Data Dictionary
Release 3.6.1.0
Issue 1.0
July 2019
Page 1 of 228
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Page 5 of 228
Table of Contents
1 Introduction .................................................................................................................. 12
1.1 Purpose ................................................................................................................ 12
1.2 Intended audience ................................................................................................ 12
1.3 Oracle® Restricted Use License ............................................................................ 12
1.4 Changes Since Last Release ................................................................................ 13
1.5 Avaya Analytics™ Overview................................................................................... 16
2 Dimension Tables ........................................................................................................ 17
2.1 DM_ACCOUNTS .................................................................................................. 17
2.1.1 Description ..................................................................................................... 17
2.1.2 Keys .............................................................................................................. 17
2.1.3 Relationships ................................................................................................. 17
2.1.4 Columns ........................................................................................................ 17
2.2 DM_AGENTS ....................................................................................................... 19
2.2.1 Description ..................................................................................................... 19
2.2.2 Keys .............................................................................................................. 19
2.2.1 Relationships ................................................................................................. 19
2.2.2 Columns ........................................................................................................ 19
2.3 DM_QUARTER_HOURS ...................................................................................... 21
2.3.1 Description ..................................................................................................... 21
2.3.2 Keys .............................................................................................................. 21
2.3.3 Relationships ................................................................................................. 21
2.3.4 Columns ........................................................................................................ 21
2.4 DM_ROUTING_SERVICES .................................................................................. 23
2.4.1 Description ..................................................................................................... 23
2.4.2 Keys .............................................................................................................. 23
2.4.3 Relationships ................................................................................................. 23
2.4.4 Columns ........................................................................................................ 23
2.5 DM_AGENT_ATTRIBUTES .................................................................................. 24
2.5.1 Description ..................................................................................................... 24
2.5.2 Keys .............................................................................................................. 24
2.5.3 Relationships ................................................................................................. 24
2.5.4 Columns ........................................................................................................ 24
2.6 DM_SITES ............................................................................................................ 25
2.6.1 Description ..................................................................................................... 25
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2.6.2 Keys .............................................................................................................. 25

2.6.3 Relationships ................................................................................................. 25
2.6.4 Columns ........................................................................................................ 25
2.7 DM_ROUTING_POINTS....................................................................................... 26
2.7.1 Description ..................................................................................................... 26
2.7.2 Keys .............................................................................................................. 26
2.7.3 Relationships ................................................................................................. 26
2.7.4 Columns ........................................................................................................ 26
3 Fact Tables .................................................................................................................. 27
3.1 FCT_ACCOUNT_INTERVAL ................................................................................ 27
3.1.1 Description ..................................................................................................... 27
3.1.2 Keys .............................................................................................................. 27
3.1.3 Relationships ................................................................................................. 27
3.1.4 Columns ........................................................................................................ 27
3.1.5 Notes ............................................................................................................. 46
3.2 FCT_AGENT_INTERVAL ..................................................................................... 47
3.2.1 Description ..................................................................................................... 47
3.2.2 Keys .............................................................................................................. 47
3.2.3 Relationships ................................................................................................. 47
3.2.4 Columns ........................................................................................................ 47
3.2.5 Notes ............................................................................................................. 58
3.3 FCT_CDR_AGENT_SEGMENT ........................................................................... 59
3.3.1 Description ..................................................................................................... 59
3.3.2 Keys .............................................................................................................. 59
3.3.3 Relationships ................................................................................................. 59
3.3.4 Columns ........................................................................................................ 59
3.3.5 Notes ............................................................................................................. 62
3.4 FCT_CDR_CUSTOMER_CONTACT .................................................................... 64
3.4.1 Description ..................................................................................................... 64
3.4.2 Keys .............................................................................................................. 64
3.4.3 Relationships ................................................................................................. 64
3.4.4 Columns ........................................................................................................ 64
3.4.1 Notes ............................................................................................................. 66
3.5 FCT_CDR_CUSTOMER_ENGAGEMENT ............................................................ 67
3.5.1 Description ..................................................................................................... 67
3.5.2 Keys .............................................................................................................. 67
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3.5.3 Relationships ................................................................................................. 67

3.5.4 Columns ........................................................................................................ 67
3.6 FCT_ROUTE_SERV_BY_AGT_INTERVAL.......................................................... 68
3.6.1 Description ..................................................................................................... 68
3.6.2 Keys .............................................................................................................. 68
3.6.3 Relationships ................................................................................................. 68
3.6.4 Columns ........................................................................................................ 68
3.6.5 Notes ............................................................................................................. 85
3.7 FCT_ROUTING_SERVICE_INTERVAL................................................................ 86
3.7.1 Description ..................................................................................................... 86
3.7.2 Keys .............................................................................................................. 86
3.7.3 Relationships ................................................................................................. 86
3.7.4 Columns ........................................................................................................ 86
3.7.5 Notes ........................................................................................................... 105
3.8 FCT_SITE_INTERVAL ....................................................................................... 106
3.8.1 Description ................................................................................................... 106
3.8.2 Keys ............................................................................................................ 106
3.8.3 Relationships ............................................................................................... 106
3.8.4 Columns ...................................................................................................... 106
3.8.5 Notes ........................................................................................................... 109
3.9 FCT_ROUTING_POINT_INTERVAL .................................................................. 110
3.9.1 Description ................................................................................................... 110
3.9.2 Keys ............................................................................................................ 110
3.9.3 Relationships ............................................................................................... 110
3.9.4 Columns ...................................................................................................... 110
3.10 FCT_AGENT_LOGON ........................................................................................ 111
3.10.1 Description ................................................................................................... 111
3.10.2 Keys ............................................................................................................ 111
3.10.3 Relationships ............................................................................................... 111
3.10.4 Columns ...................................................................................................... 111
4 Other Tables .............................................................................................................. 112
5 Avaya Analytics™ Real Time Data .............................................................................. 113
5.1 Out of the Box Real Time Reports ...................................................................... 113
5.1.1 Sample Real Time Dashboards ................................................................... 114
5.2 Agent By Account ............................................................................................... 115
5.2.1 Measures ..................................................................................................... 115
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5.2.1 Real Time Reports ....................................................................................... 120

5.2.2 Notes ........................................................................................................... 120
5.3 Contact Detail ..................................................................................................... 121
5.3.1 Measures ..................................................................................................... 121
5.4 Agent .................................................................................................................. 124
5.4.1 Measures ..................................................................................................... 124
5.4.3 Notes ........................................................................................................... 129
5.5 Agent Group ....................................................................................................... 130
5.5.1 Measures ..................................................................................................... 130
Notes .................................................................................................................. 135
5.5.2........................................................................................................................... 135
5.6 Routing Service .................................................................................................. 136
5.6.1 Measures ..................................................................................................... 136
Real Time Reports .............................................................................................. 140
5.6.2........................................................................................................................... 140
5.6.3 Notes ........................................................................................................... 140
5.7 Routing Service By Agent ................................................................................... 142
5.7.1 Measures ..................................................................................................... 142
Notes .................................................................................................................. 147
5.7.2........................................................................................................................... 147
5.8 Site ..................................................................................................................... 148
5.8.1 Measures ..................................................................................................... 148
5.8.3 Notes ........................................................................................................... 150
5.9 VDN .................................................................................................................... 151
5.9.1 Measures ..................................................................................................... 151
5.10 Agent By Not Ready Reason Code (aux. code) .................................................. 152
5.10.1 Measures ..................................................................................................... 152
5.11 Real Time Reporting Notes ................................................................................. 152
5.11.1 Supervisor Names ....................................................................................... 152
6 Oracle® Business Intelligence (OBI) Calculated Fields ............................................... 153
6.1 Agent Interval Calculated Fields.......................................................................... 153
6.1.1 Columns ...................................................................................................... 153
6.2 Account Interval Calculated Fields ...................................................................... 157
6.2.1 Columns ...................................................................................................... 157
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6.3 Routing Service Calculated Fields ...................................................................... 159

6.3.1 Columns ...................................................................................................... 159
6.4 Contact Center (Site) Calculated Fields .............................................................. 162
6.5 Agent by Routing Service Calculated Fields........................................................ 163
6.6 Agent Not Ready By Reason Code Calculated Fields ......................................... 164
6.7 Fact-CDR_Agent_Segment_vu ........................................................................... 164
6.8 Fact-CDR_Agent_Segment_end_vu ................................................................... 165
6.9 Fact_CDR_Customer_Contact_vu ...................................................................... 165
7 Accessing Avaya AnalyticsTM data ............................................................................. 166
8 Historical Interval Statistics - CSV File Output ............................................................ 166
9 Historical Reports....................................................................................................... 173
9.1 Account by Agent Summary ................................................................................ 174
9.2 Agent By Routing Service ................................................................................... 180
9.3 Agent Configuration ............................................................................................ 183
9.4 AGENT Login/Logout .......................................................................................... 185
9.5 Agent Not Ready By Reason Code ..................................................................... 187
9.6 Agent Performance ............................................................................................. 188
9.6.1 Agent Performance Summary ...................................................................... 188
9.6.2 Agent Performance Top 5 and Bottom 5 ...................................................... 195
9.6.3 Agent Compare............................................................................................ 197
9.6.4 Agent Behaviour .......................................................................................... 199
9.7 Contact Center Performance Summary .............................................................. 201
9.8 Engagement ....................................................................................................... 205
9.9 Routing Service Summary .................................................................................. 211
9.10 Supervisor .......................................................................................................... 213
9.10.1 Supervisor Activity ....................................................................................... 213
9.10.2 Supervised Agent Activity ............................................................................ 215
9.10.3 Supervised Agent Compare ......................................................................... 217
9.11 Time Series......................................................................................................... 218
9.12 VDN Summary .................................................................................................... 220
10 Creating custom dashboards ..................................................................................... 222
Prerequisites ................................................................................................................. 222
Creating a customized dashboard in OBIEE .................................................................. 222
Selecting the Subject Areas ....................................................................................... 222
Applying filters ........................................................................................................... 222
Creating a new dashboard ......................................................................................... 223
Page 10 of 228
11 POM Reporting Limitations ........................................................................................ 225

12 Callback Assist (CBA) Reporting ................................................................................ 225
13 Appendix A Database Entity Relationship Diagrams .................................................. 226
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1 Introduction
1.1 Purpose
The purpose of this document is to provide a description of the measures, data and
out of the box reports provided by Avaya Analytics™.
1.2 Intended audience

This document is intended for anyone who needs to understand and use data provided
by Avaya Analytics™.
1.3 Oracle® Restricted Use License

Avaya Analytics™ uses certain embedded Oracle® programs. The Oracle® programs
included in Avaya Analytics™ are subject to a restricted use license and can be used solely
in conjunction with Avaya Analytics™.
In Customer environments with administrative practices for functions such as: backup,
security, authentication and similar operational aspects, the Customer’s administrator may
access an Oracle® database embedded in Avaya Analytics™ for the sole purpose of
configuring the embedded database for use solely with Avaya Analytics™. Customer (or its
administrator) may not add or make changes to the Oracle® database schemas, metadata or
data models other than through and/or as an extension of the functionality of Avaya
Analytics™, including but not limited to: incorporating implementation reference data,
dimensional and fact tables.
With regards to visual tools, including but not limited to Data Visualization and Stream
Analytics, Customer will be permitted to access and administer the tools solely within the
scope of Avaya Analytics™. The foregoing is meant to allow Customer access to metadata
for visual tools; however, in the case of Avaya Analytics™ that distributes Oracle®
Database Enterprise Edition, Customer may not access or change the database schema
other than through and/or as an extension of the functionality of Avaya Analytics™,
including but not limited to: incorporating implementation reference data, dimensional and
fact tables solely related to Avaya Analytics™.
Customer is fully responsible and liable to Avaya, its affiliates, and Oracle® for any
damages or losses caused by any unauthorized use of any of the Oracle® programs
embedded in Avaya Analytics™.
Page 12 of 228
1.4 Changes Since Last Release
Updated Description field for ROUTING_POINT_SUBTYPE on

DM_ROUTING_POINTS (section 2.7.4). ROUTING_POINT_SUBTYPE includes
SURVEY and CALLBACK.
Updated Description field for CUSTOMER_CONTACT_END_TIMESTAMP and

END_TIMESTAMP on FCT_CDR_AGENT_SEGMENT (section 3.3.4).
END_TIMESTAMP includes ACW time. CUSTOMER_CONTACT_END_TIMESTAMP
excludes ACW time.
Updated Description field for END_TIMESTAMP on

FCT_CDR_CUSTOMER_CONTACT (section 3.4.4). END_TIMESTAMP includes
SURVEY time.
Added explanatory note around ACW and Survey to END_TIMESTAMP in

FCT_CDR_AGENT_SEGMENT table.
Updated Name field for END_TIME to END_TIMESTAMP and ORIGINATED_TIME to

ORIGINATED_TIMESTAMP on FCT_CDR_CUSTOMER_ENGAGEMENT (section 3.5.4).
Updated Description field for END_TIMESTAMP on

FCT_CDR_CUSTOMER_ENGAGEMENT (section 3.5.4). END_TIMESTAMP includes
ACW time and SURVEY time.
Updated Description field for ABANDONED under Fact Tables (section 3), Avaya
Analytics Real Time Data (section 5) and Historical Reports (section 9).
Updated Description field for ABANDONED_FROM_ALERTING and Abandoned From

Alerting under Fact Tables (section 3), Avaya Analytics Real Time Data (section 5),
Historical Interval Statistics - CSV File Output (section 8) and Historical Reports
(section 9).
Updated Description field for ABANDONED_FROM_QUEUE and Abandoned From

Queue under Fact Tables (section 3), Avaya Analytics Real Time Data (section 5),
Historical Interval Statistics - CSV File Output (section 8) and Historical Reports
(section 9).
Added new note “Reconcile End Time and Customer Contact End Time data with older
releases” under FCT_CDR_AGENT_SEGMENT Notes (section 3.3.5).
Added Fact Table information for FCT_AGENT_LOGON
Added Historical Report information for Agent Login/Logout
Added section 12 Callback Assist
Updated description for END_TIMESTAMP and added record for

CUSTOMER_CONTACT_ENDTIMESTAMP on FCT_CDR_CUSTOMER_CONTACT
(section 3.4.4).
Page 13 of 228
Added comments on REPEATED_DEFERRALS and DEFERRED_CONTACTS under

Notes sections for SITE, ROUTING_SERVICE, ROUTING_SERVICE_BY_AGENT,
AGENT_GROUPS and AGENT for both realtime and historical.
Updated Description field for CUSTOMER_CONTACT_END_TIMESTAMP on

FCT_CDR_AGENT_SEGMENT (section 3.3.4), Contact Detail producer (section 5.3.1)
and Agent Performance Summary (section 9.6.1) commenting on Conference edge
case.
Added comments on AGENT TIME IN NOT READY REASON and AGENT TIME IN
STATE for AGENT for realtime reporting (section 5.4.3).
Updated section 9.8 Engagement updating report images as well as corresponding

tables to include ACW Duration and Customer Contact End Timestamp on Contact
Detail Report and Segment Detail Report.
Updated section 13 Appendix A, Database Entity Relationship Diagrams with Agent

Logons diagram.
1.4.1 OBIEE
1.4.1.1 Engagement Contact Report changes

Updated label for Formatted Abandoned Indicator to Abandoned Indicator
Updated label for Formatted Active Time to Active Time
Updated label for Formatted Handling Time to Handling Time
Updated label for Formatted Ring Time to Ring Time
1.4.1.2 Contact Detail Report changes

Updated label for Formatted Abandoned Indicator to Abandoned Indicator
Updated label for Formatted Active Time to Active Time
Updated label for Formatted Ring Time to Ring Time
1.4.1.3 Segment Detail Report changes

Updated label for Formatted Consult Time to Consult Time
Updated label for Formatted Rona Indicator to Rona Indicator
Page 14 of 228
Page 15 of 228
™
1.5 Avaya Analytics Overview
™
The Avaya Analytics reports framework provides reporting for end-to-end customer
journey on multichannel sources. Using these reports, supervisors can analyse current
trends in the contact center and enhance agent performance.
Using Avaya Analytics™, enterprises process events from Oceana® to derive and present
business measures. Avaya Analytics™ leverages a complete Oracle® stack to deliver the
ingestion, event processing, publishing, and presentation layers to customers.
Key features
Features Description
Historical reporting Provides multichannel reporting data on contact center

performance to track trends and improve the overall performance.
Custom reports Enables users to create their own custom reports. Reports are
highly customizable and access controlled.
Rich visualization Provides rich visualization features on reports and dashboards
features using a Business Intelligence presentation layer.
Note: Avaya Analytics™ provides producers and measures to Avaya Workspaces™

for use in real-time reporting dashboards.
Architecture
Events are necessary for reporting and must be available in a standard format as defined
in the Oceana® Unified Collaboration Model (UCM). The Event Processor receives the
events from UCM, and the Administration and Reference data from Unified Collaboration
Administration (UCA).
The Event Processor component, which processes the business source events, is exposed
over several Java Message Service (JMS) topics. Customers can use this to process the
business measures based on dimensional parameters. The Event Processor produces 15-
minute aggregations using UTC as the timezone. These are written at 15 minute intervals to
an Oracle® Enterprise RDBMS for historical reporting through Oracle Business Intelligence.
The database also stores the Contact Detail Records.
An administrator can define and administer function and threshold values on UCA.
Some threshold ranges can also be defined in the Presentation Layer. The
Presentation Layer provides out-of-the-box reports and the ability to view these reports
in various time zones.
Page 16 of 228
2 Dimension Tables
2.1 DM_ACCOUNTS
2.1.1 Description
The DM_ACCOUNTS table holds the individual identity records for an agent. The logical key
may have new primary keys generated through time as ownership of the account id
changes.
2.1.2 Keys
Primary Key: Account_SK
Logical Key: Channel_ID, Provider_Name, Account_ID, Row_Active_Date
2.1.3 Relationships
Parent of FCT_ACCOUNT_INTERVAL on ACCOUNT_SK
2.1.4 Columns
Number Name Type Description
1 ACCOUNT_ID TEXT (128) The account ID in the source system.
2 ACCOUNT_NAME TEXT (128) The name of the account as defined by
ACM.
3 ACCOUNT_SK INTEGER The primary key of the table, auto
generated.
4 ACTIVE_RECORD CHAR (1) Indicates if this record is the current
active record for the logical key.
5 AGENT_DISPLAY_NAME TEXT (128) The display name of the agent that
owns this account.
6 AGENT_FIRST_NAME TEXT (128) The first name of the agent that owns
this account.
7 AGENT_ID TEXT (128) The Agent ID from the source system of
the agent that owns this account.
8 AGENT_LAST_NAME TEXT (128) The last name of the agent that owns
this account.
9 AGENT_USER_HANDLE TEXT (128) The user handle of the agent associated
with the account.
10 CHANNEL_ID TEXT (128) The ID of the channel associated with
the account.
11 CHANNEL_NAME TEXT (128) The name of the channel associated
with the account.
12 LAST_CHANGED DATE The date on which the dimension record
was last altered.
13 LOGIN_ID TEXT (128) The Login ID associated with the
account.
14 MULTIPLICITY INTEGER The number of concurrent contacts that
can be active on this account.
Page 17 of 228
15 PROVIDER_NAME TEXT (128) The name of the source system

associated with the account.
16 ROW_ACTIVE_DATE DATE The date on which this record became
the active record for the logical key.
17 ROW_INACTIVE_DATE DATE The date on which this record ceased to
be the active record for the logical key.
18 SUPERVISOR_DISPLAY_NAM TEXT (128) The display name of the supervisor
E associated with the account.
19 SUPERVISOR_FIRST_NAME TEXT (128) The first name of the supervisor
20 SUPERVISOR_ID TEXT (128) The id of the supervisor associated with
the account.
21 SUPERVISOR_LAST_NAME TEXT (128) The last name of the supervisor
22 TENANT_ID TEXT (128) The ID of the tenant associated with the
account.
23 UA_ACCOUNT CHAR (1) Specifies if the account is used for
testing.
Page 18 of 228
2.2 DM_AGENTS
2.2.1 Description
The DM_AGENTS table holds the individual records for agents. The logical key may have
new primary keys generated through time as details of the agent change. Initial “Unknown”
Agents will be created for agents that have fact data associated with them but have not
currently been configured through ACM.
2.2.2 Keys
Primary Key: AGENT_SK
Logical Key: Agent_ID, Row_Active_Date
2.2.1 Relationships
Parent of FCT_AGENT_INTERVAL on AGENT_SK

Parent of FCT_CDR_AGENT_SEGMENT on AGENT_SK
Parent of FCT_ROUTE_SERV_BY_AGT_INTERVAL on AGENT_SK
2.2.2 Columns

2 AGENT_DISPLAY_NAME TEXT (128) The display name of the agent.
3 AGENT_FIRST_NAME TEXT (128) The first name of the agent.
4 AGENT_ID TEXT (128) The Agent ID from the source system.
5 AGENT_LAST_NAME TEXT (128) The last name of the agent.
6 AGENT_SK INTEGER The primary key of the table, auto
generated.
7 AGENT_USER_HANDLE TEXT (128) The user handle of the agent.
8 LAST_CHANGED DATE The date on which the dimension
record was last altered.
10 ROW_INACTIVE_DATE DATE The date on which this record ceased
to be the active record for the logical
key.
11 SUPERVISOR_DISPLAY_NAME TEXT (128) The display name of the supervisor
associated with the agent.
12 SUPERVISOR_FIRST_NAME TEXT (128) The first name of the supervisor
13 SUPERVISOR_ID TEXT (128) The id of the supervisor associated with
the agent.
14 SUPERVISOR_LAST_NAME TEXT (128) The last name of the supervisor
Page 19 of 228
Note: If the user in the contact center is an agent or a supervisor, they will have a row in the
DM_AGENTS table. When you configure a supervisor in Avaya Control Manager (ACM),
they will not have a supervisor assigned to them. In this instance, the supervisor will appear
as UNKNOWN_SUPERVISOR.
Note: If the agent is configured in ACM without a supervisor, then the supervisor will appear
as UNKNOWN_SUPERVISOR.
Page 20 of 228
2.3 DM_QUARTER_HOURS
2.3.1 Description
DM_QUARTER_HOURS is the main time dimension table in the database. It has a number
of key fields at different granularity to allow ease of query. It can be joined to each fact table
and has additional information columns for report formatting.
2.3.2 Keys
Primary Key: QUARTER_HOUR_SK
2.3.3 Relationships
Parent of FCT_ACCOUNT_INTERVAL on UTC_QUARTER_HOUR_SK
Parent of FCT_AGENT_INTERVAL on UTC_QUARTER_HOUR_SK

Parent of FCT_ROUTE_SERV_BY_AGT_INTERVAL on UTC_QUARTER_HOUR_SK
Parent of FCT_ROUTING_SERVICE_INTERVAL on UTC_QUARTER_HOUR_SK
2.3.4 Columns
1 DAY_ABBRV TEXT (12) The 3 letter abbreviation for the day of
the week.
2 DAY_DT DATE The day as a date.
3 DAY_NAME TEXT (36) The name of the day of the week.
4 DAY_NUMBER INTEGER The number of the day in the month.
5 DAY_SK INTEGER Integer representing the day in the
format YYYYMMDD.
6 HOUR_DT DATE The hour as a date.
7 HOUR_NUMBER INTEGER The number of the hour in a day.
8 HOUR_SK INTEGER Integer representing the hour of the
day in the format YYYYMMDDHH24.
9 ISO_WEEK INTEGER The ISO week number in the format
YYYYWW.
10 MON_ABBRV TEXT (12) The 3 letter abbreviation for the
month.
11 MONDAY_WEEK DATE The date the current Monday week
started.
12 MONTH_NAME TEXT (36) The full name of the month.
13 MONTH_NUMBER INTEGER The Number of the month in the year.
14 MONTH_SK INTEGER Integer representing the month in the
format YYYYMM.
15 QUARTER_HOUR_DT DATE The quarter hour as a date.
16 QUARTER_HOUR_MINUTES INTEGER The minutes of the quarter hour.
17 SUNDAY_WEEK DATE The date the current Sunday week
started.
Page 21 of 228
18 QUARTER_HOUR_SK INTEGER The quarter hour key of the record in

the UTC Time zone. FORMAT is
YYYYMMDDHH24MI.
19 YEAR_NUMBER INTEGER The year number
20 YEAR_SK INTEGER Integer representing the year in the
format YYYY.
Page 22 of 228
2.4 DM_ROUTING_SERVICES
2.4.1 Description
DM_ROUTING_SERVICES holds details of the routing paths used to route contacts to

agents. The logical key may have new primary keys assigned as details of the routing
service change.
2.4.2 Keys
Primary Key: ROUTING_SERVICE_SK
Logical Key: PROVIDER_NAME, CHANNEL_ID, ROUTING_SERVICE_ID,

ROW_ACTIVE_DATE
2.4.3 Relationships
Parent of FCT_ROUTE_SERV_BY_AGT_INTERVAL on ROUTING_SERVICE_SK
Parent of FCT_ROUTING_SERVICE_INTERVAL on ROUTING_SERVICE_SK
2.4.4 Columns
1 ACTIVE_RECORD CHAR (1) Indicates if this record is the
current active record for the logical
key.
2 CHANNEL_ID TEXT (128) The ID of the channel associated
with the routing service.
3 CHANNEL_NAME TEXT (128) The name of the channel associated
with the routing service.
5 PROVIDER_NAME TEXT (128) The name of the source system
associated with the routing service.
6 ROUTING_SERVICE_ID TEXT (512) Key of the routing service from the
source system.
7 ROUTING_SERVICE_NAME TEXT (128) The friendly name assigned to the
routing service.
8 ROUTING_SERVICE_SK INTEGER The primary key of the table, auto
generated.
9 ROW_ACTIVE_DATE DATE The date on which this record
became the active record for the
logical key.
10 ROW_INACTIVE_DATE DATE The date on which this record
ceased to be the active record for
the logical key.
Page 23 of 228
2.5 DM_AGENT_ATTRIBUTES
2.5.1 Description
DM_AGENT_ATTRIBUTES holds data on which attributes have been assigned to agents
over time.
2.5.2 Keys
Primary Key: AGENT_ATTRIBUTE_SK
2.5.3 Relationships
Child of DM_AGENTS on AGENT_SK
2.5.4 Columns
1 ACTIVE_RECORD CHAR (1) Indicates if this record is the current active
record for the logical key.
2 AGENT_ATTRIBUTE_SK INTEGER The primary key of the table, auto generated.
3 AGENT_SK INTEGER Primary key of the agent associated with this
data.
4 CATEGORY TEXT (128) The category of the agent attributes.
5 LAST_CHANGED DATE The Date on which the dimension record was
last altered.
6 ROW_ACTIVE_DATE DATE The date on which this record became the
7 ROW_INACTIVE_DATE DATE The date on which this record ceased to be
8 VALUE TEXT (128) The value of this attribute.
Page 24 of 228
2.6 DM_SITES
2.6.1 Description
DM_SITES holds details of the sites defined in the system. The logical key may have new
primary keys assigned as details of the site change.
2.6.2 Keys
Primary Key: SITE_SK
Logical Key: SITE_ID, ROW_ACTIVE_DATE
2.6.3 Relationships
Parent of FCT_SITE_INTERVAL on SITE_SK
2.6.4 Columns
1 ACTIVE_RECORD CHAR (1) Indicates if this record is the current active
record for the logical key.
2 LAST_CHANGED DATE The Date on which the dimension record
was last altered.
3 ROW_ACTIVE_DATE DATE The date on which this record became the
4 ROW_INACTIVE_DATE DATE The date on which this record ceased to be
5 SITE_ID TEXT (128) Unique site ID.
6 SITE_NAME TEXT (128) Site Name.
7 SITE_SK INTEGER The primary key of the table, auto
generated.
Page 25 of 228
2.7 DM_ROUTING_POINTS
2.7.1 Description
DM_ROUTING_POINTS holds details of the routing paths used to route contacts to agents.
The logical key may have new primary keys assigned as details of the routing point change.
2.7.2 Keys
Primary Key: ROUTING_POINT_SK
Logical Key: ROUTING_POINT_ID, ROW_ACTIVE_DATE
2.7.3 Relationships
Parent of FCT_CDR_AGENT_SEGMENT on ROUTING_POINT_SK
Parent of FCT_CDR_CUSTOMER_CONTACT on ROUTING_POINT_SK
Parent of FCT_CDR_CUSTOMER_ENGAGEMENT on ROUTING_POINT_SK
Parent of FCT_ROUTING_POINT_INTERVAL on ROUTING_POINT_SK
2.7.4 Columns

3 ROUTING_POINT_ID TEXT (250) The ID the routing point from the
source system.
4 ROUTING_POINT_NAME TEXT (250) The friendly name of the routing point.
5 ROUTING_POINT_SK INTEGER The primary key of the table is auto
generated.
6 ROUTING_POINT_SUBTYPE TEXT (128) Identifies the routing point sub type,
supported values:
INGRESS, ROUTING, RONA,
XFER2SERVICE, CALLBACK and SURVEY.
7 ROUTING_POINT_TYPE TEXT (128) Identifies the routing point type,
supported values:
VDN, IMPLICITUSER, ROUTEPOINT.
9 ROW_INACTIVE_DATE DATE The date on which this record ceased
to be the active record for the logical
key.
Page 26 of 228
3 Fact Tables
3.1 FCT_ACCOUNT_INTERVAL
3.1.1 Description
The FCT_ACCOUNT_INTERVAL table holds contact measures at the account level for each
quarter hour interval. All times are in UTC.
3.1.2 Keys
Primary Key: UTC_QUARTER_HOUR_SK, ACCOUNT_SK
3.1.3 Relationships
Child of DM_QUARTER_HOURS on UTC_QUARTER_HOUR_SK
Child of DM_ACCOUNTS on ACCOUNT_SK
3.1.4 Columns
1 UTC_QUARTER_HOUR_SK INTEGER The key of the
quarter hour in the
format
YYYYMMDDHHMI in
the UTC time zone.
2 ACCOUNT_SK INTEGER The primary key of
the account
associated with this
data.
3 OFFERED INTEGER A count of
engagements
directed to the agent
within the reporting
period, by Channel.
Offered excludes
POM outbound calls
as POM contacts are
not routed through
Work Assignment
Engine. Offered does
not increment in the
case of Conferenced,
Consult or
Transferred calls. For
email engagements
Offered increments
when email is offered
initially to agent or
when a deferred
email is offered to an
Page 27 of 228
agent after Deferred

Time Expires. This
can put Offered and
Answered counts out
of sync.
4 COMPLETED INTEGER A count of
engagements
associated with the
agent that completed
during the reporting
period. For consult
answered,
completed=1 for
both consulted agent
and consulting agent.
For consult not
answered,
completed=0 for
both consulting
agent and consulted
agent. Completed=1
for agent who
completed original
engagement.
Completed does not
increment in case of
email is deferred by
the agent.
Completed will
increment for the
agent closing the
email
5 ABANDONED INTEGER A count of
engagements that
abandoned (or were
closed) while in
queue or while
alerting at agent
period by Channel.
Abandoned does not
increment in the case
of Conferenced,
Consult or
Transferred calls.
6 NOT_ANSWERED INTEGER A count of
engagements offered
to the agent that was
not answered by
agent within the
reporting period, by
Page 28 of 228
Channel. For email

engagements Not
Answered will
increment when the
initial offer is not
answered by an
agent or when a
deferred email is
offered to an agent
after Deferred Time
Expires but not
answered. In the
case of
consults/transfers to
agent/service Not
Answered
increments where
the offer is not
answered.
7 CONFERENCED INTEGER A count of
engagements
answered by the
agent that were
conferenced within
the reporting period,
by Channel.
Conferenced will
increment for both
the agent completing
the conference and
the agent
conferenced in.
8 ANSWERED INTEGER A count of
engagements offered
answered within the
Channel. Answered
does not increment
in the case of
Conferenced, Consult
or Transferred calls.
For email
engagements
Answered
increments when the
initial offer is
answered by an
agent. Deferred
emails answered by a
retrieval or offered
Page 29 of 228
and answered after

Deferred Time Expiry
will not increment
Answered. This can
put Offered and
Answered counts out
of sync.
9 CONSULTS INTEGER A count of
engagements
answered by the
agent that needed a
consult within the
reporting period by
Channel. Consults
increments for the
agent consulting and
the agent consulted
10 TRANSFERRED INTEGER A count of
engagements
answered by the
agent that were
transferred within
by Channel.
Transferred
increments for the
agent initiating
transfer and the
agent accepting
transfer
11 LOGON_DURATION INTEGER The amount of time
the agent was logged
in during the
Channel.
12 ACW INTEGER The number of times
in the interval agent
entered ACW, by
Channel.
13 ACW_EXTENDED INTEGER The number of times
extended ACW by
Channel.
14 TRANSFERRED_TO_SERVICE INTEGER A count of
engagements that
were transferred
directly to a service
and the contact was
routed from this
agent within the
Page 30 of 228
Channel.
15 ADHOC INTEGER A count of
engagements that
the Agent initiated
that were not related
to routed contacts
period, by Channel.
16 ADHOC_DURATION INTEGER The amount of time
the agent spent on
contacts that were
initiated by that
agent that were not
related to routed
contacts within the
Channel.
17 CONSULTS_INITIATED INTEGER A count of
engagements where
the agent initiated a
consult within the
reporting period by
Channel.
18 CONSULTS_INITIATE_TO_SERVICE INTEGER A count of
engagements where
consult as consult-to-
service within the
reporting period.
19 CONSULTS_INITIATE_TO_AGENT INTEGER A count of
engagements where
agent within the
reporting period.
20 TRANSFERRED_INITIATED INTEGER A count of
engagements where
transfer within the
reporting period by
Channel.
21 CONFERENCED_INITIATED INTEGER A count of
engagements where
consult that ended in
a conference within
the reporting period
by Channel.
22 CONSULTS_ACCEPTED INTEGER A count of
engagements
answered by the
agent that was a
Page 31 of 228
result of a consult
period by Channel.
23 CONSULTS_ACCEPT_FROM_SERVICE INTEGER A count of
engagements
answered by the
agent that was a
result of a consult-to-
service within the
reporting period.
24 CONSULTS_ACCEPT_FROM_AGENT INTEGER A count of
engagements
answered by the
agent that was a
agent within the
reporting period.
25 TRANSFERRED_ACCEPTED INTEGER A count of
engagements
answered by the
agent that was a
result of a transfer
period by Channel.
26 CONFERENCED_ACCEPTED INTEGER A count of
engagements
answered by the
agent that was a
result of a
conference within
by Channel.
27 TRANSFERRED_INITIATED_TO_SERVICE INTEGER A count of
engagements where
transfer to a service
period by Channel.
28 TRANSFERRED_INITIATED_TO_AGENT INTEGER A count of
engagements where
transfer to an agent
period by Channel.
29 TRANSFERRED_ACCEPTED_FROM_SERVICE INTEGER A count of
engagements
answered by the
agent that was a
result of a transfer to
a service within the
reporting period by
Channel.
Page 32 of 228
30 TRANSFERRED_ ACCEPTED_FROM AGENT INTEGER A count of

engagements
answered by the
agent that was a
that agent within the
reporting period by
Channel.
31 COACHED INTEGER A count of
engagements where
the Agent was
coached by another
Agent\Supervisor
period by Channel.
32 COACHING INTEGER A count of
engagements where
the Agent\Supervisor
coached another
Agent within the
reporting period by
Channel.
33 OBSERVED INTEGER A count of
engagements where
the Agent was
observed by another
Agent\Supervisor
period by Channel.
34 OBSERVING INTEGER A count of
engagements where
observed another
Agent within the
reporting period by
Channel.
35 BARGED_IN INTEGER A count of
engagements where
barged in on another
Agent within the
reporting period by
Channel.
36 BARGED_OUT INTEGER A count of
engagements where
the Agent was
barged out by
another
Agent\Supervisor
period by Channel.
Page 33 of 228
37 HOLD_DURATION INTEGER The amount of time

the agent had an
engagement on hold
period, by Channel.
38 ACW_DURATION INTEGER The amount of time
an agent spent
wrapping up an
engagement within
by Channel.
39 BLENDED_ACTIVE_DURATION INTEGER The amount of time
an agent spent
working answered
engagements (must
be voice and another
channel(s)) within
the reporting period.
40 ALERT_DURATION INTEGER The amount of time
the agent had an
engagement alerting
period, by Channel.
41 ACTIVE_TIME_DURATION INTEGER The amount of time
the agent spent
working
engagements within
by Channel.
42 CONSULT_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was
consulting with
another agent within
by Channel.
43 CONSULTING_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was
initiated the
consulting with
by Channel.
44 CONSULTED_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was
consulted by another
Page 34 of 228
agent within the

Channel.
45 COACHED_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was
coached by a
supervisor within the
Channel.
46 COACHING_DURATION INTEGER The amount of time
the agent had an
engagement where
the supervisor was
coaching an agent
period, by Channel.
47 OBSERVED_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was
observed by a
Channel.
48 OBSERVING_DURATION INTEGER The amount of time
the agent had an
engagement where
the supervisor was
observing an agent
period, by Channel.
49 BARGED_IN_DURATION INTEGER The amount of time
the agent had an
engagement where
the supervisor
barged into an
engagement within
by Channel.
50 BARGED_OUT_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was barged
out of an
engagement by a
Channel.
Page 35 of 228
51 NOT_READY_TIME_DURATION INTEGER The amount of time

the agent was in Not
Ready State within
52 LONG_ENGAGEMENTS INTEGER A count of
engagements whose
connect duration was
greater than the
value defined for this
measure reported by
Channel. The connect
duration
measurement begins
when the agent
accepts the
engagement and
ends when the
engagement
disconnects at the
agent.
53 SHORT_ENGAGEMENTS INTEGER A count of
engagements whose
less than the value
defined for this
measure reported by
Channel. The connect
duration
measurement begins
when the agent
accepts the
engagement and
ends when the
engagement
disconnects at the
agent.
54 LONG_ACW INTEGER A count of
engagement wrap-
ups (After Call Work)
whose duration
exceeded the value
defined for this
measure reported by
Channel.
55 SHORT_ACW INTEGER A count of
engagement wrap-
whose duration was
less than the value
defined for this
Page 36 of 228
measure reported by
Channel.
56 DISCONNECTS_FROM_HOLD INTEGER A count of
engagements in
which a party
disconnected from
the engagement
during the on hold
state. Reported by
Channel.
57 LONG_HOLDS INTEGER A count of
engagements that
the agent held for a
duration that
exceeded the value
defined for this
measure. This
measure considers
hold time in which
the agent focus
remained on the held
engagement and
hold time in which
the agent focus
changed to a
different
engagement
reported by Channel.
58 SHORT_NOT_READY INTEGER A count of the
number of times the
agent went into a
Not Ready state and
remained in that
state for a duration
that was less than
the value defined for
this measure. This
measure considers all
Not Ready states
reported by Channel.
59 COMP_HOLD_DURATION INTEGER The amount of time
the agent had an
engagement on hold
period.
60 COMP_BLENDED_ACTIVE_DURATION INTEGER The amount of time
an agent spent
working answered
engagements that
completed within the
reporting period.
Page 37 of 228
61 COMP_ALERT_DURATION INTEGER The amount of time

the agent had an
engagement alerting
that completed
period.
62 COMP_ACTIVE_TIME_DURATION INTEGER The amount of time
the agent spent
working
engagements that
reporting period.
63 COMP_LONG_HOLDS INTEGER A count of
engagements that
the agent held for a
duration that
exceeded the value
defined for this
measure. This
measure considers
hold time in which
the agent focus
remained on the held
engagement and
hold time in which
the agent focus
changed to a
different
engagement.
64 COMP_CONFERENCED INTEGER A count of
engagements
answered by the
agent that was
conferenced that
reporting period.
65 COMP_ANSWERED INTEGER A count of
engagements offered
to the agent that
were answered and
reporting period.
Answered does not
of Conferenced,
Consult or
Transferred calls.
66 COMP_CONSULTS INTEGER A count of
engagements with
routing service
offered to an agent
Page 38 of 228
where the agent

initiates at least one
interaction with just
one other party
other and then
terminates that
interaction without
performing a transfer
or conference that
reporting period.
Consultative
transfers are counted
as transfers and not
as consults.
67 COMP_CONSULTS_INITIATED INTEGER A count of
engagements
answered by the
agent that needed a
consult that
reporting period by
Channel.
68 COMP_CONSULTS_INIT_TO_SERVICE INTEGER A count of
engagements
initiated by the agent
as consult-to-service
and completed
period.
69 COMP_CONSULTS_INIT_TO_AGENT INTEGER A count of
engagements
as consult-to-agent
and completed
period.
70 COMP_TRANSFERRED_INITIATED INTEGER A count of
engagements
answered by the
agent that were
transferred that
Channel.
71 COMP_CONFERENCED_INITIATED INTEGER A count of
engagements
answered by the
agent that was
conferenced that
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Channel.
72 COMP_CONSULTS_ACCEPTED INTEGER A count of
engagements
answered by the
agent that needed a
consult that
reporting period by
Channel, by Channel.
73 COMP_CONSULTS_ACCEPT_FROM_SERV INTEGER A count of
engagements
answered by the
agent as consult-to-
service completed
period.
74 COMP_CONSULTS_ACCEPT_FROM_AGNT INTEGER A count of
engagements
answered by the
agent completed
period.
75 COMP_TRANSFERRED_ACCEPTED INTEGER A count of
engagements
answered by the
agent that were
transferred to the
agent and completed
period, by Channel.
76 COMP_CONFERENCED_ACCEPTED INTEGER A count of
engagements
answered by the
agents that were
conferenced that
reporting period by
Channel.
77 COMP_TRANSFERRED_INITIATED_TO_SERVICE INTEGER A count of
engagements where
that completed
period by Channel.
78 COMP_TRANSFERRED_INITIATED_TO_AGENT INTEGER A count of
engagements where
Page 40 of 228
that completed
period by Channel.
79 COMP_TRANSFERRED_ACCEPTED_FROM_SERVICE INTEGER A count of
engagements
answered by the
agent that was a
a service that
reporting period by
Channel.
80 COMP_TRANSFERRED_ ACCEPTED_FROM AGENT INTEGER A count of
engagements
answered by the
agent that was a
that agent that
reporting period by
Channel.
81 COMP_HOLDS INTEGER The number of times
engagements where
put on hold, for
engagement that
completed in the
period.
82 COMP_OFFERED INTEGER The number of
offered calls that
completed during the
period. Completed
Offered excludes
POM outbound calls
as POM contacts are
not routed through
Work Assignment
Engine. Completed
Offered does not
of Conferenced,
Consult or
Transferred calls.
83 COMP_TRANSFERRED INTEGER A count of
engagements that
reporting period that
were transferred.
84 COMP_TRANSFERRED_TO_AGENT INTEGER A count of
engagements that
were transferred
directly to this agent
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that completed
period, by Channel.
85 COMP_TRANSFERRED_TO_SERVICE INTEGER A count of
engagements that
were transferred
directly to this
service and the
contact was routed
to this agent that
Channel.
86 COMP_ADHOC INTEGER A count of
engagements that
the Agent initiated
that were not related
to routed contacts
that completed
period, by Channel.
87 COMP_ADHOC_DURATION INTEGER The amount of time
the agent spent on
contacts that were
initiated by that
agent that were not
related to routed
contacts that
Channel.
88 COMP_COACHED INTEGER A count of
engagements where
the Agent was
coached by another
Agent\Supervisor
that completed
period by Channel.
89 COMP_COACHING INTEGER A count of
engagements where
coached another
Agent that
reporting period by
Channel.
90 COMP_OBSERVED INTEGER A count of
engagements where
the Agent was
observed by another
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Agent\Supervisor
that completed
period by Channel.
91 COMP_OBSERVING INTEGER A count of
engagements where
observed another
Agent that
reporting period by
Channel.
92 COMP_BARGED_IN INTEGER A count of
engagements where
Agent that
reporting period by
Channel.
93 COMP_BARGED_OUT INTEGER A count of
engagements where
the Agent was
observed by another
Agent\Supervisor
that completed
period by Channel.
94 COMP_CONSULT_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was
consulting with
another agent that
Channel.
95 COMP_CONSULTING_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was
initiated the
consulting with
another agent that
Channel.
96 COMP_CONSULTED_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was
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period, by Channel.
97 COMP_COACHED_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent\supervisor
was coached by
another agent that
Channel.
98 COMP_COACHING_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was
coaching another
agent\supervisor
that completed
period, by Channel.
99 COMP_OBSERVED_DURATION INTEGER The amount of time
the agent had an
engagement where
the agent was
observed by another
agent\supervisor
that completed
period, by Channel.
100 COMP_OBSERVING_DURATION INTEGER The amount of time
the agent had an
engagement where
was observing
another agent that
Channel.
101 COMP_BARGED_IN_DURATION INTEGER The amount of time
the agent had an
engagement where
barged into a n
engagement that
Channel.
102 COMP_BARGED_OUT_DURATION INTEGER The amount of time
the agent had an
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engagement where
the agent was barged
out of an
engagement that
Channel.
103 COMP_ACW INTEGER The number of times
entered ACW that
reporting period.
104 COMP_ACW_EXTENDED INTEGER The number of times
extended ACW that
reporting period.
105 HOLDS INTEGER The number of times
engagements where
put on hold in the
interval.
106 NOT_READY_COUNT INTEGER The number of times
in the interval the
account was in the
not ready state.
107 PERSONAL OUTBOUND CONTACTS INTEGER A count of the
number of personal
outbound contacts
handled by the agent
period.
108 PERSONAL INBOUND CONTACTS INTEGER A count of the
number of personal
inbound contacts
handled by the agent
period.
109 PERSONAL OUTBOUND DURATION INTEGER The amount of time
an agent spent on
personal outbound
contacts within the
reporting period.
110 PERSONAL INBOUND DURATION INTEGER The amount of time
an agent spent on
personal inbound
contacts within the
reporting period.
111 TRANSFERRED_TO_AGENT INTEGER A count of
engagements that
were transferred
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period.
112 COMP_SHORT_ACW INTEGER A count of
engagement wrap-
whose duration was
less than the value
defined for this
measure reported by
Channel that
reporting period.
113 COMP_LONG_ACW INTEGER A count of
engagement wrap-
whose duration
exceeded the value
defined for this
measure reported by
Channel that
reporting period.
114 BLENDED_ACTIVE INTEGER A count that
increments each time
the agent is active on
engagements (must
channel(s)).
115 COMP_BLENDED_ACTIVE INTEGER A count that
engagements (must
channel(s)) that
reporting period
3.1.5 Notes
Inbound and outbound (POM) voice call metrics are displayed in the same (single) record
e.g. interval, daily, etc. for Agent By Account within a reporting period.
Page 46 of 228
3.2 FCT_AGENT_INTERVAL
3.2.1 Description
The FCT_AGENT_INTERVAL table holds contact measures at the agent level for each
quarter hour interval. All times are in UTC.
3.2.2 Keys
Primary Key: UTC_QUARTER_HOUR_SK, AGENT_SK
3.2.3 Relationships
3.2.4 Columns
1 UTC_QUARTER_HOUR_SK INTEGER The key of the quarter hour in the
format YYYYMMDDHHMI in the UTC
time zone.
2 AGENT_SK INTEGER Primary key of the agent associated
with this data.
3 OFFERED INTEGER A count of engagements directed to
the agent within the reporting period.
Offered excludes POM calls as these
are not routed through Work
Assignment Engine. Offered does not
increment in the case of Conferenced,
Consult or Transferred calls. For email
engagements Offered increments
when email is offered initially to agent
or when a deferred email is offered to
an agent after Deferred Time Expires.
This can put Offered and Answered
counts out of sync.
4 COMPLETED INTEGER A count of engagements associated
with the agent that completed during
the reporting period. For consult
answered, completed=1 for both
consulted agent and consulting agent.
For consult not answered,
completed=0 for both consulting
agent and consulted agent.
Completed=1 for agent who
completed original engagement.
5 ABANDONED INTEGER A count of engagements that
abandoned (or were closed) while in
queue or while alerting at agent
within the reporting period.
Abandoned does not increment in the
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case of Conferenced, Consult or

Transferred calls.
6 NOT_ANSWERED INTEGER A count of engagements offered to
the agent that was not answered by
agent within the reporting period. For
email engagements Not Answered will
increment when the initial offer is not
answered by an agent or when or
when a deferred email is offered to an
agent after Deferred Time Expires but
not answered.
7 CONFERENCED INTEGER A count of engagements answered by
the agent that were conferenced
8 ANSWERED INTEGER A count of engagements offered to
the agent that was answered within
the reporting period. Answered does
not increment in the case of
Conferenced, Consult or Transferred
calls. For email engagements
Answered increments when the initial
offer is answered by an agent.
Deferred emails answered by a
retrieval or offered and answered
after Deferred Time Expiry will not
increment Answered. This can put
Offered and Answered counts out of
sync.
9 CONSULTS INTEGER A count of engagements answered by
the agent that needed a consult
within the reporting period by
Channel.
10 TRANSFERRED INTEGER A count of engagements answered by
the agent that were transferred
11 LOGON_DURATION INTEGER The amount of time the agent was
logged in during the reporting period.
12 IDLE_TIME_DURATION INTEGER The amount of time the agent was
waiting to be offered an engagement
within the reporting period (the Agent
was idle with no active Engagement).
13 HOLD_DURATION INTEGER The amount of time the agent had an
engagement on hold within the
reporting period.
14 ACW_DURATION INTEGER The amount of time an agent spent
wrapping up an engagement within
15 BLENDED_ACTIVE_DURATION INTEGER The amount of time an agent spent
concurrently working on answered
engagements (must be voice and
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another channel(s)) within the

reporting period.
16 ALERT_DURATION INTEGER The amount of time the agent had an
engagement alerting within the
reporting period.
17 BLENDED_ALERT_DURATION INTEGER The amount of time an agent had
concurrent alerting engagements
(must be voice and another
channel(s)) within the reporting
period.
18 ACTIVE_TIME_DURATION INTEGER The amount of time the agent spent
working engagements within the
reporting period.
19 NOT_READY_TIME_DURATION INTEGER The amount of time the agent was in
Not Ready State within the reporting
period.
20 LONG_ENGAGEMENTS INTEGER A count of engagements whose
connect duration was greater than the
value defined for this measure.
The connect duration measurement
begins when the agent accepts the
engagement and ends when the
engagement disconnects at the agent.
21 SHORT_ENGAGEMENTS INTEGER A count of engagements whose
connect duration was less than the
value defined for this measure.
The connect duration measurement
begins when the agent accepts the
engagement and ends when the
engagement disconnects at the agent.
22 DISCONNECTS_FROM_HOLD INTEGER A count of engagements in which a
party disconnected from the
engagement during the on hold state.
23 LONG_HOLDS INTEGER A count of engagements that the
agent held for a duration that
exceeded the value defined for this
measure. This measure considers hold
time in which the agent focus
remained on the held engagement
and hold time in which the agent
focus changed to a different
engagement.
24 SHORT_NOT_READY INTEGER A count of the number of times the
agent went into a Not Ready (aux.)
state and remained in that state for a
duration that was less than the value
defined for this measure. This
measure considers all Not Ready
(aux.) states.
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25 COMP_HOLD_DURATION INTEGER The amount of time the agent had an

engagement on hold within the
reporting period.
26 COMP_BLENDED_ACTIVE_DURATIO INTEGER The amount of time an agent spent
N working answered engagements that
completed within the reporting
period.
27 COMP_ALERT_DURATION INTEGER The amount of time the agent had an
engagement alerting that completed
28 COMP_BLENDED_ALERT_DURATION INTEGER The amount of time an agent had
working engagements alerting within
29 COMP_ACTIVE_TIME_DURATION INTEGER The amount of time the agent spent
working engagements that completed
30 COMP_LONG_HOLDS INTEGER A count of engagements that the
agent held for a duration that
measure. This measure considers hold
time in which the agent focus
engagement.
31 COMP_CONFERENCED INTEGER A count of engagements answered by
the agent that was conferenced that
period.
32 COMP_ANSWERED INTEGER A count of engagements offered to
the agent that were answered and
period. Answered does not increment
in the case of Conferenced, Consult or
Transferred calls.
33 COMP_CONSULTS INTEGER A count of engagements with routing
service offered to an agent where the
agent initiates at least one interaction
with just one other party other and
then terminates that interaction
without performing a transfer or
conference that completed within the
reporting period. Consultative
transfers are counted as transfers and
not as consults.
34 COMP_HOLDS INTEGER The number of times engagements
where put on hold, for engagement
that completed in the period.
35 COMP_OFFERED INTEGER The number of offered calls that
completed during the period.
Completed Offered excludes POM
Page 50 of 228
outbound calls as POM contacts are

not routed through Work Assignment
Engine. Completed Offered does not
Consult or Transferred calls.
36 COMP_TRANSFERRED INTEGER A count of engagements that
completed within the reporting period
that were transferred.
37 HOLDS INTEGER The number of times engagements
where put on hold in the interval.
38 NOT_READY_COUNT INTEGER The number of times in the interval
the account was in the not ready
state.
39 ACW INTEGER The number of times in the interval
agent entered ACW.
40 ACW_EXTENDED INTEGER The number of times in the interval
agent extended ACW.
41 TRANSFERRED_TO_AGENT INTEGER A count of engagements that were
transferred directly to this agent
42 TRANSFERRED_TO_SERVICE INTEGER A count of engagements that were
transferred directly to a service and
the contact was routed to this agent
43 ADHOC INTEGER A count of engagements that the
Agent initiated that were not related
to routed contacts within the
reporting period.
44 ADHOC_DURATION INTEGER The amount of time the agent spent
on contacts that were initiated by that
agent that were not related to routed
contacts within the reporting period.
45 CONSULTS_INITIATED INTEGER A count of engagements where the

agent initiated a consult within the
reporting period.
46 CONSULTS_INITIATE_TO_SERVICE INTEGER A count of engagements where the
agent initiated a consult as consult-to-
service within the reporting period.
47 CONSULTS_INITIATE_TO_AGENT INTEGER A count of engagements where the
agent initiated a consult as consult-to-
agent within the reporting period.
48 TRANSFERRED_INITIATED INTEGER A count of engagements where the
agent initiated a transfer within the
reporting period.
49 CONFERENCED_INITIATED INTEGER A count of engagements where the
agent initiated a consult that ended in
a conference within the reporting
period.
50 CONSULTS_ACCEPTED INTEGER A count of engagements answered by
the agent that was a result of a
consult within the reporting.
Page 51 of 228
51 CONSULTS_ACCEPT_FROM_SERVICE INTEGER A count of engagements answered by

consult-to-service within the reporting
period.
52 CONSULTS_ACCEPT_FROM_AGENT INTEGER A count of engagements answered by
consult-to-agent within the reporting
period.
53 TRANSFERRED_ACCEPTED INTEGER A count of engagements answered by
transfer within the reporting period.
54 CONFERENCED_ACCEPTED INTEGER A count of engagements answered by
conference within the reporting
period.
55 TRANSFERRED_INITIATED_TO_ INTEGER A count of engagements where the
SERVICE agent initiated a transfer to a service
56 TRANSFERRED_INITIATED_TO_ INTEGER A count of engagements where the
AGENT agent initiated a transfer to an agent
57 TRANSFERRED_ACCEPTED_FROM_ INTEGER A count of engagements answered by
SERVICE the agent that was a result of a
transfer to a service within the
reporting period.
58 TRANSFERRED_ INTEGER A count of engagements answered by
ACCEPTED_FROM_AGENT the agent that was a result of a
transfer to that agent within the
reporting period.
59 COACHED INTEGER A count of engagements where the
Agent was coached by another
Agent\Supervisor within the reporting
period.
60 COACHING INTEGER A count of engagements where the
Agent\Supervisor coached another
Agent within the reporting period.
61 OBSERVED INTEGER A count of engagements where the
Agent was observed by another
period.
62 OBSERVING INTEGER A count of engagements where the
Agent\Supervisor observed another
Agent within the reporting period.
63 BARGED_IN INTEGER A count of engagements where the
Agent\Supervisor barged in on
another Agent within the reporting
period.
64 BARGED_OUT INTEGER A count of engagements where the
Agent was barged out by another
period.
Page 52 of 228
65 CONSULT_DURATION INTEGER The amount of time the agent had an

engagement where the agent was
consulting with another agent within
66 CONSULTING_DURATION INTEGER The amount of time the agent had an
initiated the consulting with another
67 CONSULTED_DURATION INTEGER The amount of time the agent had an
consulted by another agent within the
reporting period.
68 COACHED_DURATION INTEGER The amount of time the agent had an
engagement where the
agent\supervisor was coached by
another agent within the reporting
period.
69 COACHING_DURATION INTEGER The amount of time the agent had an
coaching another agent\supervisor
70 OBSERVED_DURATION INTEGER The amount of time the agent had an
observed by another agent\supervisor
71 OBSERVING_DURATION INTEGER The amount of time the agent had an
agent\supervisor was observing
another agent within the reporting
period.
72 BARGED_IN_DURATION INTEGER The amount of time the agent had an
agent\supervisor barged into an
engagement within the reporting
period.
73 BARGED_OUT_DURATION INTEGER The amount of time the agent had an
barged out of an engagement within
74 COMP_CONSULTS_INITIATED INTEGER A count of engagements initiated by
the agent and completed within the
reporting period.
75 COMP_CONSULTS_INIT_TO_SERVIC INTEGER A count of engagements initiated by
E the agent as consult-to-service and
period.
76 COMP_CONSULTS_INIT_TO_AGENT INTEGER A count of engagements initiated by
the agent as consult-to-agent and
period.
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77 COMP_TRANSFERRED_INITIATED INTEGER A count of engagements answered by

the agent that were transferred that
period.
78 COMP_CONFERENCED_INITIATED INTEGER A count of engagements answered by
the agent that was conferenced that
period.
79 COMP_CONSULTS_ACCEPTED INTEGER A count of engagements answered by
the agent that were consulted that
period.
80 COMP_CONSULTS_ACCEPT_FROM_ INTEGER A count of engagements answered by
SERV the agent as consult-to-service
period.
81 COMP_CONSULTS_ACCEPT_FROM_ INTEGER A count of engagements answered by
AGNT the agent as consult-to-agent
period.
82 COMP_TRANSFERRED_ACCEPTED INTEGER A count of engagements answered by
the agent that were transferred that
period.
83 COMP_CONFERENCED_ ACCEPTED INTEGER A count of engagements answered by
the agents that were conferenced
that completed within the reporting
period.
84 COMP_TRANSFERRED_INITIATED_T INTEGER A count of engagements where the
O_SERVICE agent initiated a transfer to a service
period.
85 COMP_TRANSFERRED_INITIATED_T INTEGER A count of engagements where the
O_AGENT agent initiated a transfer to an agent
period.
86 COMP_TRANSFERRED_ACCEPTED_F INTEGER A count of engagements answered by
ROM_SERVICE the agent that was a result of a
transfer to a service that completed
87 COMP_TRANSFERRED_ INTEGER A count of engagements answered by
ACCEPTED_FROM AGENT the agent that was a result of a
transfer to that agent that completed
88 COMP_TRANSFERRED_TO_AGENT INTEGER A count of engagements that were
transferred directly to this agent that
period.
89 COMP_TRANSFERRED_TO_SERVICE INTEGER A count of engagements that were
transferred directly to this service and
the contact was routed to this agent
Page 54 of 228

period.
90 COMP_ADHOC INTEGER A count of engagements that the
Agent initiated that were not related
to routed contacts that completed
91 COMP_ADHOC_DURATION INTEGER The amount of time the agent spent
on contacts that were initiated by that
agent that were not related to routed
contacts that completed within the
reporting period.
92 COMP_COACHED INTEGER A count of engagements where the
Agent was coached by another
Agent\Supervisor that completed
93 COMP_COACHING INTEGER A count of engagements where the
Agent\Supervisor coached another
Agent that completed within the
reporting period.
94 COMP_OBSERVED INTEGER A count of engagements where the
95 COMP_OBSERVING INTEGER A count of engagements where the
Agent\Supervisor observed another
Agent that completed within the
reporting period.
96 COMP_BARGED_IN INTEGER A count of engagements where the
Agent\Supervisor barged in on
another Agent that completed within
97 COMP_BARGED_OUT INTEGER A count of engagements where the
98 COMP_CONSULT_DURATION INTEGER The amount of time the agent had an
consulting with another agent that
period.
99 COMP_CONSULTING_DURATION INTEGER The amount of time the agent had an
agent that completed within the
reporting period.
100 COMP_CONSULTED_DURATION INTEGER The amount of time the agent had an
consulted by another agent that
period.
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101 COMP_COACHED_DURATION INTEGER The amount of time the agent had an

agent\supervisor was coached by
another agent that completed within
102 COMP_COACHING_DURATION INTEGER The amount of time the agent had an
coaching another agent\supervisor
period.
103 COMP_OBSERVED_DURATION INTEGER The amount of time the agent had an
period.
104 COMP_OBSERVING_DURATION INTEGER The amount of time the agent had an
agent\supervisor was observing
another agent that completed within
105 COMP_BARGED_IN_DURATION INTEGER The amount of time the agent had an
agent\supervisor barged into a n
engagement that completed within
106 COMP_BARGED_OUT_DURATION INTEGER The amount of time the agent had an
barged out of an engagement that
107 BLENDED_ALERT INTEGER A count of engagements an agent had
alerting concurrently within the
reporting period.
108 COMP_BLENDED_ALERT INTEGER A count of engagements an agent was
active concurrently that completed
109 COMP_ACW INTEGER The number of times in the interval
agent entered ACW that completed
110 COMP_ACW_EXTENDED INTEGER The number of times in the interval
agent extended ACW that completed
111 PERSONAL OUTBOUND CONTACTS INTEGER A count of the number of personal
outbound contacts handled by the
112 PERSONAL INBOUND CONTACTS INTEGER A count of the number of personal
inbound contacts handled by the
113 PERSONAL OUTBOUND DURATION INTEGER The amount of time an agent spent on
personal outbound contacts within
Page 56 of 228
114 PERSONAL INBOUND DURATION INTEGER The amount of time an agent spent on
personal inbound contacts within the
reporting period.
115 SUPER_DEFER_COMPLETED INTEGER A count of the number of email
engagement deferred by agents
where Supervisor took ownership and
completed the contact within the
reporting period. Agent must be
‘supervised’ by Supervisor. Where two
Supervisors are in the same ACM
group and Supervisor1 takes
ownership of emails deferred by
agents ‘supervised’ by Supervisor2
and completes the emails, Supervisor
Defer Completed will not increment.
116 SUPER_DEFER_TRANSFERRED INTEGER A count of the of email engagement
deferred by Agents where Supervisor
took ownership and transferred the
email to a service within the reporting
period. Agent must be ‘supervised’ by
Supervisor. Where two Supervisors
are in the same group and
Supervisor1 takes ownership of emails
deferred by agents ‘supervised’ by
Supervisor2 and transfers email to
service, Super Defer Transferred will
not increment.
117 DEFERRED_CONTACTS Number A count of email engagements that
were deferred. Does not included
repeated deferrals.
118 REPEATED_DEFERRALS Number The number of email engagements
that were initially deferred and upon
retrieval were again deferred. Where
Agent2 defers email for first time
previously deferred by another agent,
then Repeated Deferral increments by
1 for Agent2.
119 LONG_ACW INTEGER A count of engagement wrap-ups
(After Call Work) whose duration
measure reported by Channel.
120 SHORT_ACW INTEGER A count of engagement wrap-ups
(After Call Work) whose duration was
less than the value defined for this
measure reported by Channel.
121 BLENDED_ACTIVE INTEGER A count that increments each time the
agent is active on engagements (must
be voice and another channel(s)).
122 COMP_BLENDED_ACTIVE INTEGER A count that increments each time the
agent is active on engagements (must
Page 57 of 228
be voice and another channel(s)) that

123 COMP_LONG_ACW INTEGER A count of engagement wrap-ups
(After Call Work) whose duration
measure reported by Channel that
period.
124 COMP_SHORT_ACW INTEGER A count of engagement wrap-ups
(After Call Work) whose duration was
less than the value defined for this
measure reported by Channel that
period.
125 ADDITIONAL_WORK INTEGER Also known as after call work is a
count of times an agent in the group
entered additional work.
126 ADDITIONAL_WORK_DURATION INTEGER Also known as after call work this time
is the time after the contact has
ended that the agent spends working
on the engagement
127 EMAIL_FORWARD INTEGER A count of email engagements
forwarded by an agent during the
reporting period. Where an email is
forwarded multiple times the count
increments by 1 for every forward.
Whether there is one or many
recipients the count increments by 1
only.
3.2.5 Notes
• DEFERRED_CONTACTS=0 and REPEATED_DEFERRALS=1 when Agent2 defers

an email he answered after the deferred time had expired on the email which had
been deferred by Agent1 who is now unavailable.
• DEFERRED_CONTACTS=1 and REPEATED_DEFERRALS=0 when Agent1 (or
another Agent) defers an email he answered after it was retrieved by Supervisor1
and transferred to service. The retrieved email belonged to an agent supervised by
Supervisor1.
Page 58 of 228
3.3 FCT_CDR_AGENT_SEGMENT
3.3.1 Description
The FCT_CDR_AGENT_SEGMENT gives details of each segment with in a contact. All
times are in UTC.
3.3.2 Keys
Primary Key: ENGAGEMENT_ID, CONTACT_ID, SEGMENT_ID, ORIGINATED_TIME
3.3.3 Relationships
Child of DM_ROUTING_POINTS on ROUTING_POINT_SK
Child of DM_ROUTING_SERVICES on ROUTING_SERVICE_SK
Child of FCT_CDR_CUSTOMER_CONTACT on CDR_CUSTOMER_CONTACT_SK
Child of FCT_CDR_CUSTOMER_ENGAGEMENT on
CDR_CUSTOMER_ENGAGEMENT_SK
3.3.4 Columns
Numb Name Type Description
er
1 ROUTING_POINT_SK INTEGER The primary key of the routing point
associated with the segment.
2 ROUTING_SERVICE_SK INTEGER The primary key of the routing service
associated with the segment.
3 CDR_CUSTOMER_ENGAGEMEN INTEGER Primary key of the engagement
T_SK associated with this segment.
4 CDR_CUSTOMER_CONTACT_SK INTEGER Primary key of the contact associated
with this segment.
5 AGENT_SK INTEGER The primary key of the agent associated
with the segment.
6 CDR_AGENT_SEGMENT_SK INTEGER The primary key of the table, auto
generated.
7 DEFERRED_REASON_CODE_SK INTEGER The primary key of the deferred reason
code associated with the segment
8 AGENT_CHANNEL_ADDRESS TEXT (128) The hardware address of the agent
taking the contact.
9 ENGAGEMENT_ID TEXT (50) Source System ID to uniquely identify
the engagement.
10 CONTACT_ID TEXT (50) Source System ID to uniquely identify
the engagement.
11 SEGMENT_ID TEXT (50) The ordinal number of the segment
with in the contact.
12 SEGMENT_TYPE TEXT (50) The reason that the segment was
created. Different Segment Type are
CALLING, CALLED, CONSULTING,
CONSULTED, OBSERVING, OBSERVED,
TRANSFERRED,
CONSULTED_TO_SERVICE,
Page 59 of 228
TRANSFERRING_TO_SERVICE,
BARGE_IN, CONFERENCED, COACHED,
COACHING
13 ORIGINATED_TIMESTAMP TIMESTAM The UTC Timestamp of the beginning of
P(3) the segment.
14 ANSWER_TIMESTAMP TIMESTAM The Timestamp that the Agent
P(3) Answered the Contact.
15 CUSTOMER_CONTACT_END_TI TIMESTAM The Timestamp that the customer
MESTAMP P(3) engagement on this contact completed
that gave the agent the option to enter
ACW. ACW time is not included. Survey
time is not included. Where two or
more agents are left on the conference
after the customer hangs up
CUSTOMER_CONTACT_END_TIMESTAM
P is set as the timestamp the
conference completed between the last
two agents. Where a customer and a
single agent are left on a conference
and either hangs up,
P is set as the timestamp that the
customer engagement on this contact
completed giving agent option to enter
ACW.
16 ALERT_TIME_DURATION INTEGER The total duration, in seconds, the
contact was alerting before answer.
17 END_TIMESTAMP TIMESTAM The UTC Timestamp of the end of the
P(3) segment and identifies the time the
Agent completed ACW i.e.
ACW time is included. Survey time is
not included. END_TIMESTAMP is
earlier than
FCT_CDR_CUSTOMER_CONTACT.END_T
IMESTAMP where SURVEY time extends
beyond ACW time.
END_TIMESTAMP is later than
FCT_CDR_CUSTOMER_CONTACT.END_T
IMESTAMP where ACW time extends
beyond SURVEY time.
18 RING_TIME_DURATION INTEGER The total duration, in seconds, the
segment was alerting at the agent
before answer.
19 ACTIVE_TIME_DURATION INTEGER The duration in seconds that the agent
was actively engaged with the
customer.
20 HANDLING_TIME_DURATION INTEGER The total duration, in seconds, that the
agent was actively handling the
customer from the first active event
until completion not including alert
time.
Page 60 of 228
21 CONSULT_TIME_DURATION INTEGER The duration, in seconds, the agent

spent consulting another resource.
22 AFTER_CALL_WORK_DURATION INTEGER The duration in seconds that the agent
was in an after call work state following
the completion of an interaction.
23 ABANDONED_INDICATOR INTEGER Displays 1 if the segment was
abandoned. Abandoned Indicator is not
set in the case of Transfers, Consults or
Conferenced calls between agents
which are abandoned.
24 RONA_INDICATOR INTEGER Indicates if the segment was returned
for rerouting following a failure by the
agent to answer.
25 DISCONNECT_FROM_HOLD_IND INTEGER Indicates if the segment was
ICATOR disconnected while on hold.
26 TRANSFERRED_INDICATOR INTEGER Indicates if the Agent initiated or
accepted a transfer on a contact.
27 CONSULT_INDICATOR INTEGER Indicates if the Agent initiated a consult
in this contact.
28 CONFERENCE_INDICATOR INTEGER Indicates if the Agent initiated a consult
that results in a conference.
29 HOLD_INDICATOR INTEGER Indicates if the Agent went on hold in
this contact.
30 HOLD_DURATION INTEGER The duration of time that the agent
spent on hold in this contact.
31 BARGED_OUT_INDICATOR INTEGER Indicates it the Agent was barged out of
this contact.
32 COACHED_DURATION INTEGER The duration of time that the agent was
coached on this segment.
33 COACHING_DURATION INTEGER The duration of time that the supervisor
was coaching on this segment.
34 OBSERVED_DURATION INTEGER The duration of time that the agent was
observed on this segment.
35 OBSERVING_DURATION INTEGER The duration of time that the supervisor
was observing on this segment.
36 BARGED_IN_DURATION INTEGER The duration of time that the supervisor
barged in on a contact.
37 BARGED_OUT_DURATION INTEGER The duration of time that the agent was
barged out on this segment.
38 COACH_TIMESTAMP TIMESTAM The UTC timestamp that the
P(3) observation turned into a coaching
session.
39 BARGED_OUT_ TIMESTAMP TIMESTAM The UTC timestamp that the agent was
P(3) barged out of the contact.
40 SEGMENT_DURATION INTEGER The total duration, in seconds, of the
segment.
41 CALLING_PARTY TEXT (128) Calling Party of the personal calling into
the Contact Center
42 HOLD_COUNT INTEGER The number of times that the agent put
the segment on hold in this contact.
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43 IS_EXTERNAL INTEGER Indicates the segment direction

whether it originated internally or
externally. Segments originated
externally populated with INBOUND.
Segments originated internally such as
consults marked as OUTBOUND.
44 INITIAL_DISPOSITION TEXT (128) The initial disposition of the segment.
45 FINAL_DISPOSITION TEXT (128) The final disposition of the segment.
46 INCOMPLETE INTEGER Indicates whether the segment is
incomplete.
47 COACH_INDICATOR INTEGER Indicator to identify that the agent was
coached in this segment.
48 COACHING_INDICATOR INTEGER Indicator to identify that the agent was
coaching in this segment.
49 BARGED-IN_INDICATOR INTEGER Indicator to identify that the agent
barged in this segment.
50 OBSERVED_INDICATOR INTEGER Indicator to identify that the agent was
observed in this segment.
51 OBSERVING_INDICATOR INTEGER Indicator to identify that the agent was
observing in this segment.
52 PERSONAL INBOUND INTEGER Indicator to identify the segment as a
INDICATOR personal inbound contact.
53 PERSONAL OUTBOUND INTEGER Indicator to identify the segment as a
INDICATOR personal outbound contact.
54 PERSONAL_CONTACT_INDICAT BOOLEAN Indicates whether this is a personal
OR contact or not. It does not supersede
PERSONAL_INBOUND_INDICATOR and
PERSONAL_OUTBOUND_INDICATOR.
55 ROUTED_CONTACT_INDICATOR BOOLEAN Indicates if a contact is routed or not.
For example, a transfer is not marked as
routed in that segment record.
56 OBSERVE_TIMESTAMP TIMESTAM The UTC timestamp of when an
P(3) engagement turned into an observed
engagement.
57 DEFERRED_INDICATOR INTEGER A 1 indicates if the email has been
deferred, otherwise a 0 is displayed. (A
deferred email may drop from a contact
detail view before the indicator updates
on view. The indicator is available when
the deferred email returns to a contact
detail view)
3.3.5 Notes
1.Observe to Coach or Observe to Coach to Barge-In
Where a supervisor observes and coaches an agent, two segments are recorded - one
against the supervisor and another against the agent. During observation the segment type
will be OBSERVING for supervisor and OBSERVED for agent. When coaching begins the
segment type updates from OBSERVING to COACHING for supervisor and OBSERVED to
COACHED for agent. On the Segment Detail Report the two corresponding segments will
Page 62 of 228
show segment type of COACHED or COACHING. Where the supervisor barges in, a new
segment will be recorded with segment type of BARGE_IN.
The following measures (available for custom reports) can be used to determine e.g. the
duration for observed and observing, the start time for observe and coach:
OBSERVE_TIMESTAMP, OBSERVED_INDICATOR, BSERVED_DURATION,
OBSERVING_INDICATOR, OBSERVING_DURATION, COACH_TIMESTAMP,
COACH_INDICATOR, COACHED_DURATION, COACHING_INDICATOR,
COACHING_DURATION.
2.Reconcile End Time and Customer Contact End Time data with older releases.
From release 3.6.1 FCT_CDR_AGENT_SEGMENT.END_TIMESTAMP includes ACW time.

To reconcile with older data (release 3.6 and earlier) deduct
FCT_CDR_AGENT_SEGMENT.AFTER_CALL_WORK_DURATION from
FCT_CDR_AGENT_SEGMENT.END_TIMESTAMP.
From release 3.6.1

FCT_CDR_AGENT_SEGMENT.CUSTOMER_CONTACT_END_TIMESTAMP excludes
ACW time. To reconcile with older data (release 3.6 and earlier) add
FCT_CDR_AGENT_SEGMENT.AFTER_CALL_WORK_DURATION to
FCT_CDR_AGENT_SEGMENT.END_TIMESTAMP.
Page 63 of 228
3.4 FCT_CDR_CUSTOMER_CONTACT
3.4.1 Description
The FCT_CDR_CUSTOMER_CONTACT table gives details of each contact during an
engagement with the customer. All times are in UTC.
3.4.2 Keys
Primary Key: CDR_CUSTOMER_CONTACT_SK
Logical Key: ENGAGEMENT_ID, CONTACT_ID, ORIGINATED_TIME
3.4.3 Relationships
Parent of FCT_CDR_AGENT_SEGMENT on CDR_CUSTOMER_CONTACT_SK
Child of FCT_CDR_CUSTOMER_ENGAGEMENT on
CDR_CUSTOMER_ENGAGEMENT_SK
3.4.4 Columns
Numbe Name Type Description
r
1 ROUTING_POINT_SK INTEGER The primary key of the routing point
associated with the contact.
2 ROUTING_SERVICE_SK INTEGER The primary key of the routing service
3 CDR_CUSTOMER_ENGAGEME INTEGER Primary key of the engagement
NT_SK associated with this contact.
4 CDR_CUSTOMER_CONTACT_S INTEGER Primary key of the contact, auto
K generated.
5 ENGAGEMENT_ID TEXT (50) Source System ID to uniquely identify
the engagement.
6 CONTACT_ID TEXT (50) Source System ID to uniquely identify
the contact.
7 CUSTOMER_ID TEXT (128) The customer id, from the source
system, associated with this contact.
8 SEGMENT TYPE INTEGER Indicates if the customer called in
(Calling) or the Agent called out to the
customer (Called).
9 ORIGINATED_TIMESTAMP TIMESTAM The UTC Timestamp of the beginning of
P(3) the contact.
10 END_TIMESTAMP TIMESTAM The UTC Timestamp of the end
P(3) timestamp of the last segment of the
contact including ACW time.
END_TIMESTAMP includes Survey time.
Where SURVEY time extends beyond
ACW time END_TIMESTAMP is greater
than
FCT_CDR_AGENT_SEGMENT.END_TIMES
TAMP.
Page 64 of 228
11 RING_TIME_DURATION INTEGER The total duration, in seconds, the

contact was alerting before answer.
12 HANDLING_TIME_DURATION INTEGER The total duration, in seconds, that the
agent was actively handling the
customer from the first
ResourceInteraction active event until
completion not including alert time.
13 HOLD_DURATION INTEGER The total duration, in seconds, that the
contact was placed on hold.
14 ACTIVE_TIME_DURATION INTEGER The duration in seconds that the agent
was actively engaged with the customer.
15 ABANDONED_INDICATOR INTEGER Displays 1 if the contact was abandoned.
Abandoned does not increment in the
Transferred calls.
16 TRANSFERRED_INDICATOR INTEGER Indicates if the Agent transferred this
contact.
17 CONSULT_INDICATOR INTEGER Indicates if the Agent initiated a consult
in this contact.
18 CONFERENCE_INDICATOR INTEGER Indicates if the Agent initiated a consult
that results in a conference.
19 TRANSFERRED_COUNT INTEGER Count of the times that an agent on this
contact transferred their segment.
20 CONSULT_COUNT INTEGER Count the number of times agents
consulted other agents on this contact.
21 CONFERENCE_COUNT INTEGER Count the number of times a conference
was initiated in this contact.
22 INITIAL_DISPOSITION TEXT (128) The initial disposition of the first
segment associated with the contact.
23 FINAL_DISPOSITION TEXT (128) The final disposition of the last segment
24 CONTACT_DURATION INTEGER The total duration, in seconds, of the
contact.
25 CALLING_PARTY TEXT (128) Calling Address of the customer.
26 DESTINATION_PARTY TEXT (128) Called Party of this contact.
27 IS_EXTERNAL INTEGER Indicates the segment direction whether
it originated internally or externally.
Segments originated externally
populated with INBOUND. Segments
originated internally such as consults
marked as OUTBOUND.
28 INCOMPLETE INTEGER Indicates whether the contact is
incomplete.
29 PERSONAL CONTACT INTEGER Indicates whether the engagement is
INDICATOR personal.
30 TREATMENT_INDICATOR INTEGER Indicates if a contact received wait
treatment.
31 COVERAGE_INDICATOR INTEGER Indicates if a contact was redirected to
coverage point.
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32 ROUTING_DURATION INTEGER The amount of time a contact spent

across route points.
33 LAST_ROUTING_SERVICE_SK TEXT (128) Full routing service attribute name for
the last Routing Service where the
contact was completed.
34 AGENT_DISCONNECT_FIRST INTEGER Indicates who disconnected and ended
the contact (Agent vs Customer).
35 DEFERRED_INDICATOR INTEGER A 1 indicates if the email has been
detail view)
36 WAIT_TIME INTEGER Wait time on the routing service.
37 WAIT_TIME_INDICATOR INTEGER Indicator to identify that the contact
was queued.
38 EMAIL_FORWARD_INDICATOR INTEGER Indicates the email was forwarded to
recipient(s) for that contact.
39 CUSTOMER_CONTACT_END_T TIMESTAM The UTC Timestamp of the end of the
IMESTAMP P(3) contact.
P includes Survey time. ACW time is not
included.
3.4.1 Notes
1. Callback
Oceana Callback scenarios will include multiple contacts with the same
ENGAGEMENT_ID.
2. Reconcile End Time data with older releases.

From release 3.6.1 FCT_CDR_CUSTOMER_CONTACT.END_TIMESTAMP includes
ACW time for last agent contact interaction. To reconcile with older data (release
3.6.0 and earlier) a new measure,
FCT_CDR_CUSTOMER_CONTACT.CUSTOMER_CONTACT_ END_TIMESTAMP,
was added that is equivalent to FCT_CDR_AGENT_SEGMENT.END_TIMESTAMP
in older releases.
Page 66 of 228
3.5 FCT_CDR_CUSTOMER_ENGAGEMENT
3.5.1 Description
The FCT_CDR_CUSTOMER_ENGAGEMENT table gives summary information for every

customer engagement. All times are in UTC.
3.5.2 Keys
Primary Key: UTC_QUARTER_HOUR_SK, AGENT_SK, ROUTING_SERVICE_SK
3.5.3 Relationships
Parent of FCT_CDR_AGENT_SEGMENT on CDR_CUSTOMER_ENGAGEMENT_SK
Parent of FCT_CDR_CUSTOMER_CONTACT on CDR_CUSTOMER_ENGAGEMENT_SK
3.5.4 Columns
1 ROUTING_POINT_SK INTEGER The primary key of the
routing point associated
with the engagement.
2 ROUTING_SERVICE_SK INTEGER The primary key of the
routing service associated
with the engagement.
3 CDR_CUSTOMER_ENGAGEMENT_S INTEGER Primary key of the
K engagement.
4 ENGAGEMENT_ID TEXT (50) Source System ID to
uniquely identify the
engagement.
5 ORIGINATED_TIMESTAMP TIMESTAMP(3) The UTC Timestamp of the
beginning of the
engagement.
6 END_TIMESTAMP TIMESTAMP(3) The UTC Timestamp of the
end of the engagement.
END_TIMESTAMP includes
ACW time and Survey time.
7 ENGAGEMENT_DURATION INTEGER The total duration, in
seconds, of the engagement.
8 INCOMPLETE INTEGER Indicates whether the
engagement is incomplete.
9 PERSONAL CONTACT INDICATOR INTEGER Indicates whether the
engagement is personal.
Page 67 of 228
3.6 FCT_ROUTE_SERV_BY_AGT_INTERVAL
3.6.1 Description
The FCT_ROUTE_SERV_BY_AGT_INTERVAL table holds contact measures at the agent

level for each quarter hour interval for each routing service that the where active on. All
times are in UTC.
3.6.2 Keys
Primary Key: UTC_QUARTER_HOUR_SK, AGENT_SK, ROUTING_SERVICE_SK
3.6.3 Relationships
3.6.4 Columns
Numbe Name Type Description
r
1 UTC_QUARTER_HOUR_SK INTEGER The key of the quarter
hour in the format
YYYYMMDDHHMI in
the UTC time zone.
2 AGENT_SK INTEGER Primary key of the
agent associated with
this data.
3 ROUTING_SERVICE_SK INTEGER The Primary key of the
routing service
data.
engagements directed
to the agent within the
reporting period.
Offered excludes POM
outbound calls as POM
contacts are not routed
through Work
Assignment Engine.
Offered does not
of Conferenced,
Consult or Transferred
calls. For email
engagements Offered
increments when email
is offered initially to
agent or when a
Page 68 of 228
deferred email is
offered to an agent
after Deferred Time
Expires. This can put
Offered and Answered
counts out of sync.
engagements
associated with the
period. For consult
answered,
completed=1 for both
consulted agent and
consulting agent.
For consult not
answered,
completed=0 for both
consulting agent and
consulted agent.
Completed=1 for agent
who completed original
engagement.
engagements that
abandoned while in
queue or while alerting
at agent within the
reporting period.
Abandoned does not
of Conferenced,
calls.
engagements offered
not answered by agent
period. For email
engagements Not
Answered will
increment when the
answered by an agent
or when or when a
deferred email is
offered to an agent
after Deferred Time
Page 69 of 228
Expires but not

answered.
8 CONFERENCED INTEGER A count of
engagements
answered by the agent
that were conferenced
period.
engagements offered
answered within the
reporting period.
Answered does not
of Conferenced,
calls. For email
engagements
Answered increments
when the initial offer is
answered by an agent.
Deferred emails
answered by a retrieval
or offered and
answered after
will not increment
Answered. This can put
Offered and Answered
counts out of sync.
engagements
that needed a consult
period by Channel.
engagements
that were transferred
period.
the agent had an
engagement on hold
period.
13 ACW_DURATION INTEGER The amount of time an
agent spent wrapping
up an engagement
Page 70 of 228

period.
14 BLENDED_ACTIVE_DURATION INTEGER The amount of time an
agent spent working
answered
engagements within
15 ALERT_DURATION INTEGER The amount of time
the agent had an
engagement alerting
period.
the agent spent
working engagements
period.
engagements whose
greater than the value
defined for this
measure.
The connect duration
measurement begins
when the agent
accepts the
engagement and ends
when the engagement
disconnects at the
agent.
engagements whose
less than the value
defined for this
measure.
measurement begins
when the agent
accepts the
engagement and ends
when the engagement
disconnects at the
agent.
19 LONG_HOLDS INTEGER A count of
engagements that the
agent held for a
duration that exceeded
this measure. This
Page 71 of 228
measure considers
hold time in which the
agent focus remained
on the held
engagement and hold
time in which the agent
focus changed to a
different engagement.
engagements where
put on hold in the
interval.
the agent had an
engagement on hold
period.
22 COMP_LONG_HOLDS INTEGER A count of
engagements that the
agent held for a
duration that exceeded
this measure. This
measure considers
hold time in which the
agent focus remained
on the held
engagement and hold
time in which the agent
focus changed to a
23 COMP_BLENDED_ACTIVE_DURATION INTEGER The amount of time an
agent spent working
answered
engagements that
reporting period.
24 COMP_ALERT_DURATION INTEGER The amount of time
the agent had an
engagement alerting
that completed within
25 COMP_ACTIVE_TIME_DURATION INTEGER The amount of time
the agent spent
working engagements
26 COMP_CONFERENCED INTEGER A count of
engagements
that was conferenced
Page 72 of 228

engagements offered
to the agent that were
answered and
reporting period.
Answered does not
of Conferenced,
calls.
28 COMP_OFFERED INTEGER The number of offered
calls that completed
during the period.
Completed Offered
excludes POM
outbound calls as POM
contacts are not routed
through Work
Assignment Engine.
Completed Offered
does not increment in
the case of
engagements with
routing service offered
to an agent where the
agent initiates at least
one interaction with
just one other party
other and then
terminates that
interaction without
or conference that
reporting period.
Consultative transfers
are counted as
transfers and not as
consults.
engagements that
were transferred.
Page 73 of 228

engagements where
put on hold, for
engagement that
completed in the
period.
32 ACW INTEGER The number of times in
the interval agent
entered ACW.
33 ACW_EXTENDED INTEGER The number of times in
the interval agent
extended ACW.
engagements that
were transferred
and the contact was
routed to this agent
period.
engagements where
consult within the
reporting period.
engagements where
service within the
reporting period.
engagements where
agent within the
reporting period.
engagements where
transfer within the
reporting period.
engagements where
consult that ended in a
conference within the
reporting period.
engagements
Page 74 of 228
that was a result of a

consult within the
reporting.
engagements
consult-to-service
period.
engagements
consult-to-agent within
engagements
transfer within the
reporting period.
engagements
conference within the
reporting period.
engagements where
period.
engagements where
period.
engagements
period.
engagements
Page 75 of 228
transfer to that agent

period.
engagements where
the Agent was coached
by another Agent \
Supervisor within the
reporting period.
engagements where
the Agent \ Supervisor
coached another Agent
period.
engagements where
the Agent was
observed by another
Agent \ Supervisor
period.
engagements where
observed another
Agent within the
reporting period.
engagements where
Agent within the
reporting period.
engagements where
the Agent was barged
out by another Agent \
reporting period.
the agent had an
agent was consulting
with another agent
period.
the agent had an
agent was initiated the
Page 76 of 228
consulting with
the agent had an
agent was consulted by
the agent had an
Agent \ Supervisor was
coached by another
agent within the
reporting period.
the agent had an
agent was coaching
another Agent \
reporting period.
the agent had an
agent was observed by
another Agent \
reporting period.
the agent had an
agent\supervisor was
observing another
agent within the
reporting period.
the agent had an
Agent \ Supervisor
barged into an
engagement within the
reporting period.
the agent had an
agent was barged out
of an engagement
period.
Page 77 of 228

engagements initiated
by the agent and
reporting period.
by the agent as
consult-to-service and
reporting period.
by the agent as
consult-to-agent and
reporting period.
engagements
that were transferred
engagements
that was conferenced
engagements
that needed a consult
engagements
reporting period.
engagements
as consult-to-agent
reporting period.
engagements where
Page 78 of 228

engagements where
74 COMP_TRANSFERRED_ACCEPTED_FROM_SERVIC INTEGER A count of
E engagements
engagements
transfer to that agent
engagements that
were transferred
engagements that
were transferred
directly to this service
and the contact was
engagements where
the Agent was coached
by another Agent \
Supervisor that
reporting period.
engagements where
coached another Agent
engagements where
Page 79 of 228
the Agent was

observed by another
Agent \ Supervisor that
reporting period.
engagements where
observed another
Agent that completed
period.
engagements where
Agent that completed
period.
engagements where
the Agent was
observed by another
Agent\Supervisor that
reporting period.
the agent had an
agent was consulting
with another agent
the agent had an
agent was initiated the
consulting with
another agent that
reporting period.
the agent had an
agent was consulted by
another agent that
reporting period.
the agent had an
Page 80 of 228
coached by another
period.
the agent had an
agent was coaching
another
agent\supervisor that
reporting period.
the agent had an
agent was observed by
another
agent\supervisor that
reporting period.
the agent had an
observing another
period.
the agent had an
agent\supervisor
barged into a n
engagement that
reporting period.
the agent had an
agent was barged out
of an engagement that
reporting period.
93 COMP_ACW INTEGER The number of times in
the interval agent
entered ACW that
reporting period.
94 COMP_ACW_EXTENDED INTEGER The number of times in
the interval agent
Page 81 of 228
extended ACW that

reporting period.
95 SUPER_DEFER_COMPLETED INTEGER A count of the number
of email engagement
deferred by agents
‘supervised’ by
Supervisor where
Supervisor took
ownership and
completed the contact
period. Where two
Supervisors are in the
same group and
Supervisor1 takes
ownership of emails
deferred by agents
‘supervised’ by
Supervisor2 and
completes the contact,
this is not included in
count.
96 SUPER_DEFER_TRANSFERRED INTEGER A count of the of email
engagement deferred
by Agents ‘supervised’
by Supervisor where
Supervisor took
ownership and
transferred the email
to a service within the
reporting period.
Where two Supervisors
are in the same group
and Supervisor1 takes
ownership of emails
deferred by agents
‘supervised’ by
Supervisor2 and
transfers email to
service, this is not
included in count.
97 DEFERRED_CONTACTS INTEGER A count of email
engagements that
were deferred. Does
not included repeated
deferrals.
98 REPEATED_DEFERRALS INTEGER The number of email
engagements that
were initially deferred
and upon retrieval
Page 82 of 228
were again deferred.

Where Agent2 defers
email for first time
previously deferred by
another agent, then
Repeated Deferral
increments by 1 for
Agent2.
engagements that
were transferred
period.
100 DISCONNECTS_FROM_HOLD INTEGER A count of
engagements in which
a party disconnected
from the engagement
during the on hold
state
101 COMP_BLENDED_ACTIVE INTEGER A count that
engagements (must be
voice and another
channel(s)) that
reporting period
102 BLENDED_ACTIVE INTEGER A count that
engagements (must be
voice and another
channel(s)).
103 SHORT_ACW INTEGER A count of engagement
wrap-ups (After Call
Work) whose duration
was less than the value
defined for this
measure reported by
Channel.
104 LONG_ACW INTEGER A count of engagement
exceeded the value
defined for this
measure reported by
Channel.
105 COMP_SHORT_ACW INTEGER A count of engagement
Page 83 of 228
was less than the value

defined for this
measure reported by
Channel that
reporting period.
106 COMP_LONG_ACW INTEGER A count of engagement
exceeded the value
defined for this
measure reported by
Channel that
reporting period.
107 EMAIL_FORWARD INTEGER A count of email
engagements
forwarded by an agent
period. Where an email
is forwarded multiple
times the count
increments by 1 for
every forward.
Whether there is one
or many recipients the
count increments by 1
only.
Page 84 of 228
3.6.5 Notes
Supervisor1.
Page 85 of 228
3.7 FCT_ROUTING_SERVICE_INTERVAL
3.7.1 Description
The FCT_ROUTING_SERVICE_INTERVAL table holds contact measures at the routing

service level for each quarter hour interval. All times are in UTC.
3.7.2 Keys
Primary Key: UTC_QUARTER_HOUR_SK, ROUTING_SERVICE_SK
3.7.3 Relationships
Child of DM_ ROUTING_SERVICES on ROUTING_SERVICE_SK
3.7.4 Columns
1 UTC_QUARTER_HOUR_SK INTEGER The key of the
quarter hour in the
format
YYYYMMDDHHMI in
the UTC time zone.
2 ROUTING_SERVICE_SK INTEGER The Primary key of
the routing service
data.
engagements with
routing service
offered to the agent
and answered within
Answered does not
of Conferenced,
Consult or
email engagements
Answered
increments when the
initial offer is
answered by an
agent. Deferred
emails answered by a
retrieval or offered
and answered after
will not increment
Answered. This can
put Offered and
Page 86 of 228
Answered counts out

of sync.
engagements that
abandoned while in
queue or while
alerting at agent
period. Abandoned
does not increment
in the case of
engagements with
routing service
period. Offered
excludes POM
outbound calls as
POM contacts are
not routed through
Work Assignment
Engine. Offered does
Consult or
email engagements
Offered increments
when email is
offered initially to
agent or when a
deferred email is
offered to an agent
after Deferred Time
Expires. This can put
Offered and
Answered counts out
of sync.
engagements
associated with the
Routing Service that
completed during
For consult
answered,
completed=1 for
Page 87 of 228
both consulted agent

For consult not
answered,
completed=0 for
both consulting
agent and consulted
agent. Completed=1
for agent who
completed original
engagement.
engagements with
routing service
and not answered
period. For email
engagements Not
Answered will
increment when the
answered by an
agent or when or
when a deferred
email is offered to an
agent after Deferred
Time Expires but not
answered.
engagements with
routing service
offered to an agent
where the agent
one other party
other and then
terminates that
interaction without
or conference.
Consultative
as consults.
engagements with
routing service
answered by the
agent that were
Page 88 of 228
transferred within
the agent spent
working answered
engagements with
routing service
period.
11 RING_TIME_DURATION INTEGER The amount of ring
time for an
engagement with
routing service
period.
an engagement was
on Hold with routing
service within the
reporting period.
13 ACW_DURATION INTEGER The amount of time
an engagement was
in ACW state with
routing service
period.
14 ABANDON_TIME_DURATION INTEGER The length of time
for the attribute set
that work waits or is
involved with the
engagement center
before
abandoning. The
start time begins at
arrival to the entity
of interest and end
time is the point of
abandon.
15 WAIT_TIME INTEGER Wait time on the
routing service.
engagements with
routing service
and answered that
reporting period.
Answered does not
of Conferenced,
Page 89 of 228
Consult or
Transferred calls.
engagements with
routing service
offered to an agent
where the agent
one other party
other and then
terminates that
interaction without
or conference that
reporting period.
Consultative
as consults.
18 COMP_ ACTIVE_TIME_DURATION INTEGER The amount of time
the agent spent
working answered
engagements with
routing service that
reporting period.
19 COMP_ RING_TIME_DURATION INTEGER The amount of ring
time for an
engagement with
routing service that
reporting period.
an engagement was
on Hold with routing
service that
reporting period.
21 COMP_ WAIT_TIME INTEGER Wait time on the
routing service for
engagements that
reporting period.
22 COMP_OFFERED INTEGER The number of
offered calls that
completed during
the period.
Completed Offered
excludes POM
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outbound calls as
POM contacts are
not routed through
Work Assignment
Engine. Completed
Offered does not
of Conferenced,
Consult or
Transferred calls.
engagements that
were transferred.
engagements where
put on hold in the
interval.
engagements where
put on hold, for
engagement that
completed in the
period.
26 CONFERENCED INTEGER The number of calls
in the interval that
were conferenced.
27 COMP_CONFERENCED INTEGER The number of calls
that completed in
the interval that
were conferenced.
28 CALLS_ABAND_AFTER_THRESHOLD INTEGER The number of calls
abandoned after the
minimum threshold.
29 CALLS_ANS_AFTER_THRESHOLD INTEGER The number of calls
answered after the
maximum service
level threshold. Calls
Answered After
Threshold does not
of Conferenced,
Consult or
Transferred calls.
30 COMP_ANS_AFTER_THRESHOLD INTEGER The number of calls
that completed in
the interval that
were answered after
the maximum
allowed threshold.
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Completed
Answered After
Threshold does not
of Conferenced,
Consult or
Transferred calls.
31 COMP_ABAND_TIME_DURATION INTEGER The total abandoned
time, in seconds, for
calls that completed
in the interval.
engagements whose
connect duration
was greater than the
measure.
measurement begins
when the agent
accepts the
engagement and
ends when the
engagement
disconnects at the
agent.
engagements whose
connect duration
was less than the
measure.
measurement begins
when the agent
accepts the
engagement and
ends when the
engagement
disconnects at the
agent.
34 COMP_LONG_HOLDS INTEGER The number of times
engagements where
put on hold, and the
hold duration was
greater than a
configured threshold
for engagement that
completed in the
period.
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35 LONG_HOLDS INTEGER The number of times

engagements where
put on hold, and the
hold duration was
greater than a
configured threshold
for engagement in
the period.
36 ACW INTEGER The number of times
entered ACW.
37 ACW_EXTENDED INTEGER The number of times
extended ACW.
engagements that
were transferred
and the contact was
period.
engagements where
consult within the
reporting period.
engagements where
service within the
reporting period.
engagements where
agent within the
reporting period.
engagements where
transfer within the
reporting period.
engagements where
consult that ended in
a conference within
Page 93 of 228

engagements
answered by the
agent that was a
result of a consult
within the reporting.
engagements
answered by the
agent that was a
service within the
reporting period.
engagements
answered by the
agent that was a
agent within the
reporting period.
engagements
answered by the
agent that was a
result of a transfer
period.
engagements
answered by the
agent that was a
result of a
conference within
engagements where
period.
engagements where
period.
engagements
answered by the
agent that was a
Page 94 of 228
a service within the

reporting period.
engagements
answered by the
agent that was a
that agent within the
reporting period.
engagements where
the Agent was
coached by another
Agent \ Supervisor
period.
engagements where
the Agent \
Supervisor coached
another Agent within
engagements where
the Agent was
observed by another
Agent \ Supervisor
period.
engagements where
the Agent \
Supervisor observed
another Agent within
engagements where
the Agent \
Supervisor barged in
on another Agent
period.
engagements where
the Agent was
barged out by
another Agent \
reporting period.
the agent had an
Page 95 of 228
engagement where
the agent was
consulting with
the agent had an
engagement where
the agent was
initiated the
consulting with
the agent had an
engagement where
the agent was
agent within the
reporting period.
the agent had an
engagement where
the Agent \
Supervisor was
coached by another
agent within the
reporting period.
the agent had an
engagement where
the agent was
coaching another
Agent \ Supervisor
period.
the agent had an
engagement where
the agent was
observed by another
Agent \ Supervisor
period.
the agent had an
engagement where
the Agent \
Supervisor was
observing another
Page 96 of 228
agent within the

reporting period.
the agent had an
engagement where
the Agent \
Supervisor barged
into an engagement
period.
the agent had an
engagement where
the agent was
barged out of an
engagement within
engagements
and completed
period.
engagements
and completed
period.
engagements
as consult-to-agent
and completed
period.
engagements
answered by the
agent that they
subsequently
transferred and
reporting period.
engagements
answered by the
agent that was
conferenced that
Page 97 of 228

reporting period.
engagements
answered by the
agent that needed a
consult that
reporting period.
engagements
answered by the
service completed
period.
engagements
answered by the
agent completed
period.
engagements where
that completed
period.
engagements where
that completed
period.
78 COMP_TRANSFERRED_ACCEPTED_FROM_SERVIC INTEGER A count of
E engagements
answered by the
agent that was a
a service that
reporting period.
engagements
answered by the
agent that was a
that agent that
Page 98 of 228

reporting period.
engagements that
were transferred
that completed
period.
engagements that
were transferred
directly to this
service and the
contact was routed
to this agent that
reporting period.
engagements where
the Agent was
coached by another
Agent \ Supervisor
that completed
period.
engagements where
the Agent \
Supervisor coached
another Agent that
reporting period.
engagements where
the Agent was
observed by another
Agent \ Supervisor
that completed
period.
engagements where
the Agent \
Supervisor observed
another Agent that
reporting period.
engagements where
the Agent \
Page 99 of 228
Supervisor barged in
on another Agent
that completed
period.
engagements where
the Agent was
observed by another
Agent \ Supervisor
that completed
period.
the agent had an
engagement where
the agent was
consulting with
another agent that
reporting period.
the agent had an
engagement where
the agent was
initiated the
consulting with
another agent that
reporting period.
the agent had an
engagement where
the agent was
agent that
reporting period.
the agent had an
engagement where
the Agent \
Supervisor was
coached by another
agent that
reporting period.
the agent had an
engagement where
the agent was
Page 100 of 228

coaching another
Agent \ Supervisor
that completed
period.
the agent had an
engagement where
the agent was
observed by another
Agent \ Supervisor
that completed
period.
the agent had an
engagement where
the Agent \
Supervisor was
observing another
agent that
reporting period.
the agent had an
engagement where
the Agent \
Supervisor barged
into an engagement
that completed
period.
the agent had an
engagement where
the agent was
barged out of an
engagement that
reporting period
97 COMP_ACW INTEGER The number of times
entered ACW that
reporting period.
98 COMP_ACW_EXTENDED INTEGER The number of times
extended ACW that
reporting period.
Page 101 of 228

99 ABANDONED_FROM_QUEUE INTEGER A count of

engagements that
abandoned or were
closed while in
queue within the
reporting period.
Count does not
of Conferenced,
Consult or
Transferred calls.
100 MAX_WAIT_DURATION INTEGER The maximum time
engagements are
queuing per routing
service over the
specified historical
interval. Maximum
Wait duration is
calculated from
when the contact is
queued until the
contact is answered,
not answered or
abandoned at an
agent.
101 MAX_STAFFED INTEGER The maximum
number of agents
Staffed or allocated
to the Routing
Service over the
specified historical
interval. POM
outbound calls are
not routed through
WAE so are not
reported on.
102 AVERAGE_STAFFED_OCCURRENCES INTEGER The average number
of agent Staffed
allocations to the
Routing Service over
the specified
historical interval.
POM outbound calls
are not routed
through WAE so are
not reported on.
103 ABANDONED_FROM_ALERTING INTEGER A count of
engagements that
abandoned while
alerting at agent and
prior to receiving
Page 102 of 228

service by any agent

period. Count does
Consult or
Transferred calls.
104 SUPER_DEFER_COMPLETED INTEGER A count of the
number of email
engagement
deferred by agents
‘supervised’ by
Supervisor where
Supervisor took
ownership and
completed the
contact within the
reporting period.
Where two
Supervisors are in
the same group and
Supervisor1 takes
ownership of emails
deferred by agents
‘supervised’ by
Supervisor2 and
completes the
contact, this is not
included in count.
105 SUPER_DEFER_TRANSFERRED INTEGER A count of the of
email engagement
deferred by Agents
‘supervised’ by
Supervisor where
Supervisor took
ownership and
transferred the email
to a service within
Where two
Supervisors are in
the same group and
Supervisor1 takes
ownership of emails
deferred by agents
‘supervised’ by
Supervisor2 and
transfers email to
service, this is not
included in count.
Page 103 of 228


engagements that
were transferred
period.
107 TOT_DURATION INTEGER The total time of the
routing service
engagements within
108 REPEATED_DEFERRALS INTEGER A count of the
number of email
engagements which
had been previously
deferred and which
were again deferred
period
109 DEFERRED_CONTACTS INTEGER A count of the
number of email
engagements that
were deferred within
110 COMP_LONG_ACW INTEGER A count of
engagement wrap-
whose duration
exceeded the value
defined for this
measure reported by
Channel that
reporting period.
111 COMP_SHORT_ACW INTEGER A count of
engagement wrap-
whose duration was
less than the value
defined for this
measure reported by
Channel that
reporting period.
112 LONG_ACW INTEGER A count of
engagement wrap-
whose duration
exceeded the value
defined for this
measure reported by
Channel.
Page 104 of 228

113 SHORT_ACW INTEGER A count of

engagement wrap-
whose duration was
less than the value
defined for this
measure reported by
Channel.
114 EMAIL_FORWARD INTEGER A count of email
engagements
forwarded by an
agent during the
reporting period.
Where an email is
forwarded multiple
times the count
increments by 1 for
every forward.
Whether there is one
or many recipients
the count increments
by 1 only.
3.7.5 Notes
• The following metrics do not process POM outbound calls because POM contacts
are not routed through Work Assignment Engine: Average_Staffed_Occurrences,
Offered, Max_Staffed, Wait_Time, Abandoned, Abandoned_From_Alerting,
Abandoned_From_Queue, Abandon_Time_Duration.
Supervisor1.
Page 105 of 228

3.8 FCT_SITE_INTERVAL
3.8.1 Description
The FCT_SITE_INTERVAL table holds contact measures at the site level for each quarter
hour interval. All times are in UTC.
3.8.2 Keys
Primary Key: UTC_QUARTER_HOUR_SK, SITE_SK
3.8.3 Relationships
Child of DM_ SITES on SITE_SK
3.8.4 Columns

format YYYYMMDDHHMI in the UTC
time zone.
2 SITE_SK INTEGER The Primary key of the site
associated with this data.
3 OFFERED INTEGER A count of the routing service
engagements Offered to agents for
this site answered within the
reporting period. Includes
abandoned engagements. Offered
excludes POM outbound calls as
POM contacts are not routed
through Work Assignment Engine.
Offered does not increment in the
Transferred calls. For email
engagements Offered increments
when email is offered initially to
agent or when a deferred email is
offered to an agent after Deferred
Time Expires. This can put Offered
and Answered counts out of sync.
4 COMPLETED INTEGER A count of the routing service
engagements completed by agents
for this site answered within the
reporting period. Includes
abandoned. For consult answered,
completed=1 for both consulted
agent and consulting agent.
For consult not answered,
completed=0 for both consulting
Page 106 of 228

agent and consulted agent.

Completed=1 for agent who
5 ABANDONED INTEGER A count of engagements that
abandoned while in queue or while
alerting at agent within the
reporting period. Abandoned does
calls.
6 NOT_ANSWERED INTEGER Count of the routing service
engagements offered to agents that
were Not Answered for this site
within the reporting period. For
email engagements Not Answered
will increment when the initial offer
is not answered by an agent or
when or when a deferred email is
offered to an agent after Deferred
Time Expires but not answered.
7 ANSWERED INTEGER A count of engagements answered
by agents for this site within the
reporting period. Answered does
calls. For email engagements
Answered increments when the
initial offer is answered by an agent.
Deferred emails answered by a
retrieval or offered and answered
after Deferred Time Expiry will not
increment Answered. This can put
Offered and Answered counts out of
sync.
8 HOLDS INTEGER Count of routing service

engagements put on hold by agents
for this site within the reporting
period.
9 COMP_ANSWERED INTEGER A count of engagements offered to
the agent that were answered and
completed for this site within the
reporting period. Answered does
calls.
10 COMP_OFFERED INTEGER A count of engagements offered to
agents and completed for this site
Completed Offered excludes POM
outbound calls as POM contacts are
Page 107 of 228

not routed through Work

Assignment Engine. Completed
Offered does not increment in the
Transferred calls.
11 COMP_HOLDS INTEGER The number of times engagements
where put on hold for this site, for
engagement that completed in the
period.
12 CONSULTS_INITIATED INTEGER A count of engagements where the
agent initiated a consult for this site
13 CONSULTS_INITIATE_TO_SERVICE INTEGER A count of engagements where the
as consult-to-service within the
reporting period.
14 CONSULTS_INITIATE_TO_AGENT INTEGER A count of engagements where the
as consult-to-agent within the
reporting period.
15 CONFERENCED_INITIATED INTEGER A count of engagements where the
agent initiated a conference for this
site within the reporting period.
16 TRANS_INITIATE_TO_SERVICE INTEGER A count of engagements where the
agent initiated a transfer to a service
period.
17 TRANS_INITIATE_TO_AGENT INTEGER A count of engagements where the
agent initiated a transfer to an agent
period.
18 COMP_CONSULTS_INITIATED INTEGER A count of engagements initiated by
the agent and completed for this
site within the reporting period.
19 COMP_CONSULTS_INIT_TO_SERVICE INTEGER A count of engagements initiated by
the agent as consult-to-service and
reporting period.
20 COMP_CONSULTS_INIT_TO_AGENT INTEGER A count of engagements initiated by
the agent as consult-to-agent and
reporting period.
21 COMP_CONFERENCED_INITIATED INTEGER A count of engagements answered
by the agent that were conferenced
and completed for this site within
22 COMP_TRANS_INITIATE_TO_SERVICE INTEGER A count of engagements where the
agent initiated a transfer to a service
that completed for this site within
23 COMP_TRANS_INITIATE_TO_AGENT INTEGER A count of engagements where the
agent initiated a transfer to an agent
Page 108 of 228

that completed for this site within

24 DEFERRED_CONTACTS INTEGER A count of the number of email
engagements that were deferred
within the reporting period
25 REPEATED_DEFERRALS INTEGER A count of the number of email
engagements which had been
previously deferred and which were
again deferred within the reporting
period
26 ABANDONED_FROM_ALERTING INTEGER A count of the routing service
engagements that abandoned while
alerting for this site. Count does not
increment in the case of
calls.
27 ABANDONED_FROM_QUEUE INTEGER A count of the routing service
engagements that abandoned while
queuing for this site. Count does
calls.
28 TOTAL_ACTIVE_TIME_DEFERRALS INTEGER The total amount of time
engagements were deferred within
the reporting period for this site.
29 EMAIL_FORWARD INTEGER A count of email engagements
forwarded by an agent during the
reporting period. Where an email is
forwarded multiple times the count
increments by 1 for every forward.
Whether there is one or many
recipients the count increments by 1
only.
3.8.5 Notes
Supervisor1.
Page 109 of 228

3.9 FCT_ROUTING_POINT_INTERVAL
3.9.1 Description
The FCT_ROUTE_POINT_INTERVAL table holds contact measures at the route point level
for each quarter hour interval. All times are in UTC.
3.9.2 Keys
Primary Key: UTC_QUARTER_HOUR_SK, ROUTING_POINT_SK
3.9.3 Relationships
Child of DM_ ROUTING_POINT on ROUTING_POINT_SK
3.9.4 Columns
format YYYYMMDDHHMI in the
UTC time zone.
2 ROUTING_POINT_SK INTEGER The Primary key of the routing
point associated with this data.
3 HANDLED INTEGER A count of contacts that routed
were through a route point within
4 ROUTING_DURATION INTEGER The amount of time contacts
routed through a route point spent
on the route point within the
reporting period.
5 DISCONNECTS INTEGER A count of contacts routed through
a route point that disconnected
from the route point within the
reporting period.
Page 110 of 228

3.10 FCT_AGENT_LOGON
3.10.1 Description
The FCT_AGENT_LOGON table holds the measures for each login and logout event at the
agent level
3.10.2 Keys
Primary Key: AGENT_LOGON_SK
3.10.3 Relationships
3.10.4 Columns
1 AGENT_LOGON_SK INTEGER Unique identifier created for

each login/logout session
2 AGENT_SK INTEGER Primary key of the agent

associated with this data.
3 LOGIN_TIMESTAMP TIMESTAMP Timestamp of when the

agent logs in
4 LOGOUT_TIMESTAMP TIMESTAMP Timestamp of when the

agent logs out
5 LOGON_DURATION INTEGER The total time the agent

spent logged in
6 STATUS INTEGER Status of the of the logon,

used between OSA and
DB/OBI
0 - Working – Last Login

Time for Agent recorded.
1 - Complete session i.e.
agent login and logout
events received.
2 - Logout missing – no
logout event was received
3 - Login missing – no login
event received so login time
set to logout time.
7 LAST_CHANGED TIMESTAMP The timestamp of when the

dimension record was last
altered
Page 111 of 228

4 Other Tables
The following tables and views are used internally by the system and are not recommended
for use in customized reports.
• LKP_TIMEZONES
• DM_TIMEZONES
• DM_QUARTER_HOUR_INTERVALS
• VW_CURRENT_AGENT_SETUP
Page 112 of 228

5 Avaya Analytics™ Real Time Data

The following pages document the measure fields used to populate real time reports in
Workspaces. Each measure has an associated type. The supported types are
Measure Type Description

Date Date time value
Duration Duration time in seconds
Number Numeric value
String String value
Time In State Length of time in seconds
5.1 Out of the Box Real Time Reports

Avaya Analytics™ is delivered with several out of the box real time reports. The following reports are
delivered by default.
Dashboard Report Type Source Measure Section

Table
Agent Performance Agent Status Table Agent 5.4
Agent Performance Agent Behaviour Table Agent 5.4
Contacts Summary Contacts Waiting in Billboard Site 5.8
Queue
Contacts Summary Contacts Billboard Site 5.8
Abandoned from
Queue
Contacts Summary Contacts Offered Billboard Agent By Account 5.2
Contacts Summary Contact Answered Billboard Agent By Account 5.2
Contacts Summary Contacts At Agent Billboard Site 5.8
Contacts Summary Contacts Trans to Billboard Agent By Account 5.2
Service
Transferred Agent
Contacts Summary Contacts Consults Billboard Site 5.8
Contacts Summary Contacts Holds Billboard Site 5.8
Contacts Summary Contacts Deferred Billboard Site 5.8
Conferenced
Completed
Routing Performance Routing Service Table Routing Service 5.6
Performance
The measures contained in each report can be seen by viewing the appropriate Source Measure
table as outlined in the table above.
Page 113 of 228

5.1.1 Sample Real Time Dashboards
Figure 1: Agent Performance Dashboard
Figure 2: Contacts Summary Dashboard
Page 114 of 228

Figure 3: Routing Performance Dashboard
5.2 Agent By Account

The following tables outlines the measures supported for the Agent By Account producer for both
Moving Window and Start of Day intervals
5.2.1 Measures
No. Display Name Type Description
1 Abandoned Number A count of engagements that abandoned while in
queue or while alerting at agent within the reporting
period. Abandoned does not increment in the case
of Conferenced, Consult or Transferred calls.
2 Abandoned From Alerting Number Count of the routing service engagements that
abandoned while alerting at an agent. Count does
not increment in the case of Conferenced, Consult or
Transferred calls.
3 Account Address String The routable address of the account
4 Account Id String The account ID in the source system
5 Account State String The agents account State, for example, logged in,
logged out, ready or not ready
6 Account Time In State Time In The length of time the agent’s account is in a
State particular state
7 Active Number The number of active contacts at an agent for a
particular account
8 Active Time Duration Duration The amount of time the agent was active on
engagements during the reporting period
9 Active Work Count Number A count of the contacts active on the agent account.
10 ACW Number The number of times that the agent entered ACW
11 ACW Duration Duration The amount of time the agent had an engagement
where the agent was in ACW state
Page 115 of 228

12 ACW Extended Number The number of times that the agent extended ACW
13 AdHoc Number A count of engagements that the Agent initiated that
were not related to routed contacts within the
reporting period
14 AdHoc Duration Duration The amount of time the agent spent on contacts that
were initiated by that agent that were not related to
routed contacts within the reporting period
15 Agent Id String The Agent ID from the source system of the agent
that owns this account
16 Alert Duration Duration The amount of time the agent had engagements
alerting during the reporting period
17 Answered Number Count of offered engagements Answered by the
agent within the reporting period. Answered does
Transferred calls. For email engagements Answered
increments when the initial offer is answered by an
agent. Deferred emails answered by a retrieval or
offered and answered after Deferred Time Expiry will
not increment Answered. This can put Offered and
Answered counts out of sync.
18 Barged In Number A count of engagements where the Agent \
Supervisor barged in on another Agent within the
reporting period
19 Barged In Duration Duration The amount of time the agent had an engagement
where the Agent \ Supervisor barged into an
engagement within the reporting period
20 Barged Out Number A count of engagements where the Agent was
barged out by another Agent \ Supervisor within the
reporting period
21 Barged Out Duration Duration The amount of time the agent had an engagement
where the agent was barged out of an engagement
22 Blended Active Number Blended Active is a count that increments each time
the agent is active on an engagement while also
active on another engagement of the same account
23 Blended Active Duration Duration The amount of time an agent is active on multiple
engagements within the reporting period
24 Channel String Name of channel
25 Channel Name String Channel Friendly Name coming from UCA
26 Coached Number A count of engagements where the Agent was
coached by another Agent \ Supervisor within the
reporting period
27 Coached Duration Duration The amount of time the agent had an engagement
where the Agent \ Supervisor was coached by
another agent within the reporting period
28 Coaching Number A count of engagements where the Agent \
Supervisor coached another Agent within the
reporting period
29 Coaching Duration Duration The amount of time the agent had an engagement
where the agent was coaching another Agent \
Supervisor within the reporting period
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30 Completed Number Count of engagements offered to the agent from the

routing service within the reporting period. Includes
consult, transferred and conferenced For consult
answered, completed=1 for both consulted agent
For consult not answered, completed=0 for both
consulting agent and consulted agent. Completed=1
for agent who completed original engagement.
31 Conferenced Number Count of offered engagements Conferenced by the
agent within the reporting period
32 Conferenced Accepted Number A count of engagements answered by the agent that
was a result of a conference within the reporting
period
33 Conferenced Initiated Number A count of engagements where the agent initiated a
consult that ended in a conference within the
reporting period
34 Consult Duration Duration The amount of time the agent had an engagement
where the agent was consulting with another agent
35 Consulted Duration Duration The amount of time the agent had an engagement
where the agent was consulted by another agent
36 Consulting Duration Duration The amount of time the agent had an engagement
where the agent was initiated the consulting with
another agent within the reporting period
37 Consults Number Count of consulted engagements by the agent within
38 Consults Accepted Number A count of engagements answered by the agent that
was a result of a consult within the reporting
39 Consults Accepted from Number A count of engagements answered by the agent that
Service was a result of a consult-to-service within the
reporting period
40 Consults Accepted from Agent Number A count of engagements answered by the agent that
was a result of a consult-to-agent within the
reporting period
41 Consults Initiated Number A count of engagements where the agent initiated a
consult within the reporting period
42 Consults initiated to Service Number A count of engagements where the agent initiated a
consult as consult-to-service within the reporting
period
43 Consults initiated to Agent Number A count of engagements where the agent initiated a
consult as consult-to-agent within the reporting
period
44 Disconnects From Hold Number A count of engagements in which a party
disconnected from the engagement during the on
hold state
45 Display Name String The display name of the agent that owns this
account
46 First Name String The first name of the agent that owns this account
47 Hold Duration Duration The amount of time the agent had engagements on
hold during the reporting period
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48 Holds Number Count of times engagement put into a hold state

49 Last State Reason Timestamp Date Time of last state reason change
50 Last Name Date The last name of the agent that owns this account
51 Last State Change Timestamp Date Time of last state change
52 Login TimeStamp Date Agent log in time
53 Logon Duration Duration The amount of time the agent was logged in during
54 Logout TimeStamp Date Agent log out time
55 Long ACW Number A count of engagement wrap-ups / After Call Work
whose duration exceeded the value defined for this
measure
56 Long Engagements Number A count of engagements whose connect duration
was greater than the value defined for this measure.
The connect duration measurement begins when the
agent accepts the engagement and ends when the
engagement disconnects at the agent
57 Long Holds Number A count of engagements that the agent held for a
duration that exceeded the value defined for this
measure. This measure considers hold time in which
the agent focus remained on the held engagement
and hold time in which the agent focus changed to a
different engagement
58 Not Answered Number Count of offered engagements Not Answered by the
agent within the reporting period. For email
engagements Not Answered will increment when
the initial offer is not answered by an agent or when
or when a deferred email is offered to an agent after
Deferred Time Expires but not answered.
59 Not Ready Number Indicates the agent is in a not ready state
60 Not Ready Time Duration Duration The amount of time the agent was in a not ready
state during the reporting period
61 Observed Number A count of engagements where the Agent was
observed by another Agent\Supervisor within the
reporting period
62 Observed Duration Duration The amount of time the agent had an engagement
where the agent was observed by another
agent\supervisor within the reporting period
63 Observing Number A count of engagements where the
Agent\Supervisor observed another Agent within the
reporting period
64 Observing Duration Duration The amount of time the agent had an engagement
where the agent\supervisor was observing another
65 Offered Number Count of engagements offered to the agent from the
routing service within the reporting period. Includes
abandoned engagements. Offered excludes POM
outbound calls as POM contacts are not routed
through Work Assignment Engine. Offered does not
increment in the case of Conferenced, Consult or
Transferred calls. For email engagements Offered
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increments when email is offered initially to agent or

when a deferred email is offered to an agent after
Deferred Time Expires. This can put Offered and
66 Personal Inbound Contacts Number Count of personal inbound contacts handled by the
agent
67 Personal Inbound Duration Duration The amount of time the agent spent on personal
inbound contacts
68 Personal Outbound Contacts Number Count of personal outbound contacts handled by the
agent
69 Personal Outbound Duration Duration The amount of time the agent spent on personal
outbound contacts
70 Provider ID String Provider ID of the source system
71 Ready Number Indicates the agent is in a ready state
72 Routing Attribute Service String A list of all attributes on the routing service
73 Routing Service Category String The category of the routing service
74 Short ACW Number A count of engagement wrap-ups / After Call Work
whose duration was less than the value defined for
this measure
75 Short Engagements Number A count of engagements whose connect duration
was less than the value defined for this measure.
The connect duration measurement begins when the
agent accepts the engagement and ends when the
engagement disconnects at the agent
76 Short Not Ready Number The number of times the agent has been in a Not
Ready state for less than the defined threshold
77 Supervisor First Name String The first name of the Supervisor
78 Supervisor ID String The Supervisor ID of the agent’s Supervisor
79 Supervisor Last Name String The last name of the Supervisor
80 Transferred Number Count of offered engagements transferred by the
81 Transferred Accepted Number A count of engagements answered by the agent that
was a result of a transfer within the reporting period
82 Transferred Accepted From Number A count of engagements answered by the agent that
Agent was a result of a transfer to that agent within the
reporting period
83 Transferred Accepted From Number A count of engagements answered by the agent that
Service was a result of a transfer to a service within the
reporting period
84 Transferred Initiated Number A count of engagements where the agent initiated a
transfer within the reporting period
85 Transferred Initiated To Agent Number A count of engagements where the agent initiated a
transfer to an agent within the reporting period
86 Transferred Initiated To Number A count of engagements where the agent initiated a
Service transfer to a service within the reporting period
87 Transferred To Agent Number A count of engagements that were transferred
directly to this agent within the reporting period
88 Transferred To Service Number A count of engagements that were transferred
directly to a service and the contact was routed to
this agent within the reporting period
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89 Work Limit Number The max number of simultaneous contacts the agent
can handle for this account. This is the account
multiplicity work limit
5.2.1 Real Time Reports

• Contacts Summary
Billboards
o All sums
5.2.2 Notes
• Inbound and outbound (POM) voice call metrics are displayed in the same (single) record
for the Agent By Account SoD and MW within a reporting period.
• DEFERRED_CONTACTS=0 and REPEATED_DEFERRALS=1 when Agent2 defers an
email he answered after the deferred time had expired on the email which had been
deferred by Agent1 who is now unavailable.
• DEFERRED_CONTACTS=1 and REPEATED_DEFERRALS=0 when Agent1 (or another
Agent) defers an email he answered after it was retrieved by Supervisor1 and transferred to
service. The retrieved email belonged to an agent supervised by Supervisor1.
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5.3 Contact Detail

The following tables outlines the measures supported for the Contact Detail producer
5.3.1 Measures
Number Display Name Type Description
1 Agent ID String The Agent ID from the source system of
the agent that owns this account
2 Account ID String The account ID in the source system
3 Supervisor ID String The Supervisor ID of the agent’s
Supervisor
4 Contact String ID of contact
5 Engagement ID String ID of engagement
6 Segment Start TimeStamp Date The Start time of the Interaction which
could be the timestamp that the contact
started alerting, or consult initiated or
observation initiated
7 State String Status of engagement
8 State Effective TimeStamp Date The UTC Timestamp of the last State
changed
9 State Reason String Reason for the change in Status of
engagement
10 State Reason Effective Date The UTC Timestamp of the last State
TimeStamp Reason changed
11 Activity Code Id String Last Activity code set on the contact
12 Activity Code Name String The configured name of the last Activity
code set on the contact
13 Activity Code Effective Date The UTC Timestamp of the last Activity
TimeStamp Code set by the Agent
14 Segment Type String The reason that the segment was
created. Different Segment Type are
CALLING, CALLED, CONSULT, OBSERVE,
(Full List TBC)
15 ACW Indicator String Indicator to identify if the agent went
into ACW for this contact
16 Barged Out Indicator Number Indicator to identify if the agent was
barged out for the contact
17 Call Originator String The calling party of a particular
engagement
18 Channel String Name of channel
19 Channel Name String The friendly name of the channel
20 Coach Number Count of coach instances on this
segment
21 Conferenced Number Count of offered engagements
Conferenced by the agent within the
reporting period
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22 Consults Number Count of consulted engagements by the

23 Customer End TimeStamp Date The UTC Timestamp that the Customer
engagement on this contact completed
that gave the agent the option to
complete or end ACW. This also
identifies the time the Agent entered
ACW i.e. ACW time is not included.
Survey time is not included. Where two
or more agents are left on the
conference after the customer hangs up
CUSTOMER_CONTACT_END_TIMESTAMP
is set as the timestamp the conference
completed between the last two agents.
Where a customer and a single agent are
left on a conference and either hangs up,
CUSTOMER_CONTACT_END_TIMESTAMP
is set as the timestamp that the
customer engagement on this contact
completed giving agent option to enter
ACW.
24 Deferred Indicator Number A 1 indicates if the email has been
detail view)
25 Deferred Reason Code String The Reason Code associated with an
email deferral
26 Display Name String The display name of the agent that owns
this account
27 Final Disposition String The final disposition set by the agent on
this segment
28 Final Disposition TimeStamp Date The final disposition timestamp set by
the agent on this segment
29 First Name String The first name of the agent that owns
this account
30 Holds Number The count of the number of times that
the Agent put this segment on hold
31 Incomplete Number Indicator is the contact is complete or
still active
32 Initial Disposition String The initial disposition set by the agent on
this segment
33 Last Barge TimeStamp Date The UTC Timestamp that the segment
was involved in a barge scenario
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34 Last Coach TimeStamp Date The UTC Timestamp that the segment
was involved in a coach scenario
35 Last Consult TimeStamp Date The UTC Timestamp that the segment
was last consulting with another agent
36 Last Hold Timestamp Date The UTC Timestamp that the segment
was last put on hold
37 Last Name String The last name of the agent that owns
this account
38 Last Observe TimeStamp Date The UTC Timestamp that the segment
was involved in a observe scenario
39 Observe Number Count of observer instances on this
segment
40 Personal Contact Indicator Number Indicator to identify if the contact is a
personal contact
41 Personal Inbound Indicator Number Indicator to identify if the contact is a
personal inbound contact
42 Personal Outbound Indicator Number Indicator to identify if the contact is a
personal outbound contact
43 Routed Contact Indicator Number Indicator to identify if the contact is a
routed contact
44 Routing Service ID String The Routing Attribute Service that
matched the Agent to this contact
45 Routing Service Name String The configured name of the Routing
Attribute Service that matched the Agent
to this contact
46 Segment ID String The unique identifier for the segment
47 Segment Type Effective Date The UTC timestamp that the segment
TimeStamp interaction type was created. For
example, Called, Calling, Transferred,
Conferenced
48 Supervisor First Name String The first name of the Supervisor
49 Supervisor Last Name String The last name of the Supervisor
50 Transfer Indicator Number Indicator to identify if the agent
transferred the contact
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5.4 Agent
The following table outlines the measures supported for the Agent producer for both Moving
Window and Start of Day intervals
5.4.1 Measures
1 Abandoned Number A count of engagements that abandoned (or were closed)
while in queue or while alerting at agent within the reporting
period. Abandoned does not increment in the case of
Conferenced, Consult or Transferred calls.
2 Abandoned From Number Count of the routing service engagements that abandoned
Alerting while alerting at an agent. Count does not increment in the
case of Conferenced, Consult or Transferred calls.
3 Active Number The number of active contacts at an agent
4 Active Time Duration The amount of time the agent spent working engagements
5 ACW Number The number of times that the agent entered ACW
6 ACW Duration Duration The amount of time the agent had an engagement where the
agent was in ACW state
8 Additional Work Duration Also known as after call work this time is the time after the
Duration contact has ended that the agent spends working on the
engagement
9 Additional Work Number Also known as after call work is a count of times an
agent in the group entered additional work.
10 AdHoc Number A count of engagements that the Agent initiated that were
not related to routed contacts within the reporting period
11 AdHoc Duration Duration The amount of time the agent spent on contacts that were
initiated by that agent that were not related to routed
contacts within the reporting period
12 Agent ID String Agent id in the system
13 Agent Time in State Time in Tracking current time in Agent State – States: LOGGED_OUT,
State READY, NOT_READY
14 Agent Time in Work Time in Tracking current time in Work State – States: IDLE,
State State UNAVAILABLE, AVAILABLE, BUSY
*When an Agent goes Pending Not Ready/Not Ready while at
work on a channel:
The Agent’s Work State becomes UNAVAILABLE.
The Agent’s Agent Time In Work State continues to count
until the Agent finishes their work.
15 Alert Time Duration The amount of time the engagements were alerting at the
agent
16 Answered Number Count of engagements Answered by the agent. Answered
does not increment in the case of Conferenced, Consult or
Transferred calls. For email engagements Answered
increments when the initial offer is answered by an agent.
Deferred emails answered by a retrieval or offered and
answered after Deferred Time Expiry will not increment
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Answered. This can put Offered and Answered counts out of

sync.
17 Barged In Number A count of engagements where the Agent\Supervisor barged
in on another Agent within the reporting period
18 Barged In Duration Duration The amount of time the agent had an engagement where the
Agent \ Supervisor barged into an engagement within the
reporting period
19 Barged Out Number A count of engagements where the Agent was barged out by
another Agent \ Supervisor within the reporting period
20 Barged Out Duration Duration The amount of time the agent had an engagement where the
agent was barged out of an engagement within the reporting
period
21 Blended Active Number Blended Active is a count that increments each time the agent
is active on an engagement while also active on another
engagement
22 Blended Active Time Duration The amount of time an agent is active on blended
engagements within the reporting period
23 Blended Alert Number Blended Alert is a count of engagements alerting at an agent
while that agent is also alerting on another engagement. At
least two contacts need to be altering at the same time
24 Blended Alert Time Duration The amount of time blended engagements alert within the
reporting period
25 Coached Number A count of engagements where the Agent was coached by
26 Coached Duration Duration The amount of time the agent had an engagement where the
Agent \ Supervisor was coached by another agent within the
reporting period
27 Coaching Number A count of engagements where the Agent\Supervisor coached
another Agent within the reporting period
28 Coaching Duration Duration The amount of time the agent had an engagement where the
agent was coaching another Agent \ Supervisor within the
reporting period
29 Completed Number Count of engagements completed by the agent. For consult
answered, completed=1 for both consulted agent and
consulting agent.
For consult not answered, completed=0 for both consulting
agent and consulted agent. Completed=1 for agent who
30 Conferenced Number Count of engagements conferenced by the agent
31 Conferenced Accepted Number A count of engagements answered by the agent that was a
result of a conference within the reporting period
32 Conferenced Initiated Number A count of engagements where the agent initiated a consult
that ended in a conference within the reporting period
33 Consult Duration Duration The amount of time the agent had an engagement where the
agent was consulting with another agent within the reporting
period
34 Consulted Duration Duration The amount of time the agent had an engagement where the
agent was consulted by another agent within the reporting
period
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35 Consulting Duration Duration The amount of time the agent had an engagement where the
agent was initiated the consulting with another agent within
36 Consults Number Count of engagements consulted by the agent
37 Consults Accepted Number The count of consults engagements accepted by an agent
38 Consults Accepted from Number A count of consults engagements accepted by an agent that
Service was a result of a consult-to-service within the reporting
period
39 Consults Accepted from Number A count of consults engagements accepted by an agent that
Agent was a result of a consult-to-agent within the reporting period
40 Consults Initiated Number A count of engagements where the agent initiated a consult
41 Consults Initiated to Number A count of engagements where the agent initiated a consult
Service as consult-to-service within the reporting period
42 Consults Initiated to Number A count of engagements where the agent initiated a consult
Agent as consult-to-agent within the reporting period
43 Deferred Contacts Number Count of the emails contacts deferred by the agent. Does not
included repeated deferrals.
44 Disconnects From Hold Number A count of engagements in which a party disconnected from
the engagement during the on hold state. Reported by
Channel
45 Display Name String Agent display name
46 First Name String Agent first name
47 Hold Time Duration The amount of time the agent had engagements on hold
48 Holds Number Count of times agent put engagements in a hold state
49 Idle Time Duration The amount of time the agent was waiting to be offered an
engagement within the reporting period (the Agent was idle
with no active Engagement)
50 Last Name String Agent last name
51 Last State Change Date Last state change in a timestamp format
Timestamp
52 Last State Reason Date Time stamp of the last change to the not ready reason
Timestamp
53 Last Work Code Change Date Time stamp of the last change to the work code
Timestamp
54 Logged In Time Duration The amount of time the agent was logged in during the
reporting period
55 Login Timestamp Date Log in time in a time stamp format
56 Logout Timestamp Date Agent log out time
57 Long ACW Number A count of engagements that the agent was in wrap up/ ACW
for a duration that exceeded the value defined for this
measure
58 Long Engagements Number A count of engagements that the agent was active on for a
duration that exceeded the value defined for this measure
59 Long Holds Number A count of engagements that the agent held for a duration
that exceeded the value defined for this measure. This
measure considers hold time in which the agent focus
remained on the held engagement and hold time in which the
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agent focus changed to a different engagement reported by

Channel
60 Not Answered Number Count of engagements not answered by the agent. For email
engagements Not Answered will increment when the initial
offer is not answered by an agent or when or when a
deferred email is offered to an agent after Deferred Time
Expires but not answered.
61 Not Ready Number Indicates not ready state
62 Not Ready Time Duration The amount of time the agent was in not ready state
63 NR Reason Code String Not ready reason code
64 NR Reason Code Name String Not ready reason name. No name supported for the default
not ready reason code 0
65 Observed Number A count of engagements where the Agent was observed by
66 Observed Duration Duration The amount of time the agent had an engagement where the
agent was observed by another Agent \ Supervisor within the
reporting period
67 Observing Number A count of engagements where the Agent \ Supervisor
observed another Agent within the reporting period
68 Observing Duration Duration The amount of time the agent had an engagement where the
Agent \ Supervisor was observing another agent within the
reporting period
69 Offered Number Count of engagements offered to the agent by the routing
service. Offered excludes POM outbound calls as POM
contacts are not routed through Work Assignment Engine.
Offered does not increment in the case of Conferenced,
Consult or Transferred calls. For email engagements Offered
increments when email is offered initially to agent or when a
Expires. This can put Offered and Answered counts out of
sync.
70 Personal Inbound Number Count of personal inbound contacts handled by the agent
Contacts
71 Personal Inbound Duration The amount of time the agent spent on personal inbound
Duration contacts.
72 Personal Outbound Number Count of personal outbound contacts handled by the agent
Contacts
73 Personal Outbound Duration The amount of time the agent spent on personal outbound
Duration contacts.
74 Ready Number Indicates ready state
75 Repeated Deferrals Number Count of the emails contacts that the agent has deferred
more than once. Where Agent2 defers email for first time
previously deferred by another agent, then Repeated Deferral
increments by 1 for Agent2.
76 Reserved String Indicates if the Agent is in a reserved state
77 Short ACW Number A count of engagements that the agent was in wrap up/ ACW
for a duration that was below the value defined for this
measure
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78 Short Engagements Number A count of engagements that the agent was active on for a
duration that was below the value defined for this measure
79 Short Not Ready Number A count of Not Ready occurrences that the agent was in Not
Ready for a duration that was below the value defined for this
measure
80 State String Agent state Logged in, Logged out, Ready, Not Ready
81 Supervisor First Name String Supervisor first name.
82 Supervisor ID String Supervisor id in the system
83 Supervisor Last Name String Supervisor last name
84 Transferred Accepted Number A count of engagements answered by the agent that was a
result of a transfer within the reporting period
From Agent result of a transfer to that agent within the reporting period
From Service result of a transfer to a service within the reporting period
87 Transferred Initiated Number A count of engagements where the agent initiated a transfer
88 Transferred Initiated To Number A count of engagements where the agent initiated a transfer
Agent to an agent within the reporting period
Service to a service within the reporting period
90 Transferred to Agent Number A count of engagements that were transferred directly to this
91 Transferred to Service Number A count of engagements that were transferred directly to a
service and the contact was routed to this agent within the
reporting period
92 Transfers Number Count of engagements transferred by the agent
93 Work State String Agent work state Unavailable, available, Idle or Busy
94 Supervisor Deferred Number A count of the number of email engagement deferred by
Completed agents ‘supervised’ by Supervisor where Supervisor took
ownership and completed the contact within the reporting
period. Where two Supervisors are in the same group and
Supervisor1 takes ownership of emails deferred by agents
‘supervised’ by Supervisor2 and completes the contact, this is
not included in count.
95 Supervisor Deferred Number A count of the of email engagement deferred by Agents
Transferred ‘supervised’ by Supervisor where Supervisor took ownership
and transferred the email to a service within the reporting
‘supervised’ by Supervisor2 and transfers email to service,
this is not included in count.
96 Agent Time In Activity Time in Tracking current time an Agent is in an Activity code
Code State
97 Agent Time In Not Time in Tracking current time an Agent is in a Not Ready state by
Ready Reason State reason
98 Agent Time Logged In Time in Tracking current time an Agent is logged in
State
99 Email Forward Number A count of email engagements forwarded by an agent during
the reporting period. Where an email is forwarded multiple
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times the count increments by 1 for every forward. Whether

there is one or many recipients the count increments by 1
only.

• Agent Status
• Agent Behaviour
5.4.3 Notes
• When comparing time in state measures, it is acceptable that AGENT TIME IN NOT READY
REASON and AGENT TIME IN STATE can be out of sync by several seconds. AGENT
TIME IN NOT READY REASON starts ticking when the agent selects the not ready reason
code. However, the agent state has to transition from READY to PENDING_NOT_READY to
NOT_READY. While in PENDING_NOT_READY the accounts associated with the agent
transition to a NOT_READY state. Only when all accounts are NOT_READY will the state
become NOT_READY. Time in PENDING_NOT_READY makes up difference between
these measures.
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5.5 Agent Group

The following tables outlines the measures supported for the Agent Group producer
5.5.1 Measures
1 Abandoned Number A count of engagements that abandoned
(or were closed) while in queue or while
alerting at agent in the group within the
reporting period. Abandoned does not
2 Abandoned From Alerting Number Count of the routing service engagements
that abandoned while alerting at an agent
in the group. Count does not increment in
the case of Conferenced, Consult or
Transferred calls.
3 Active Time Duration The amount of time the agent spent
working engagements within the reporting
period.
4 ACW Number The number of times that the agent
entered ACW.
5 ACW Duration Duration The amount of time the agent had an
engagement where the agent was in ACW
state.
6 ACW Extended Number The number of times that the agent
extended ACW.
7 Ad Hoc Number A count of engagements that the Agent
initiated that were not related to routed
8 Ad Hoc Duration Duration The amount of time an agent in the group
spent on contacts that were initiated by
that agent that were not related to routed
9 Additional Work Number Also known as after call work is a count of
times an agent in the group entered
additional work.
10 Additional Work Duration Duration Also known as after call work this time is
the time after the contact has ended that
an agent in the group spends working on
the engagement.
11 Alert Duration Duration The amount of time the agent had
engagements alerting.
12 Answered Number Count of engagements Answered by
agents in the group.
agent. Answered does not increment in
Transferred calls. For email engagements
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Answered increments when the initial

offer is answered by an agent. Deferred
emails answered by a retrieval or offered
and answered after Deferred Time Expiry
will not increment Answered. This can put
Offered and Answered counts out of sync.
13 Barged In Number A count of engagements where the Agent
\ Supervisor barged in on an Agent in the
group within the reporting period.
14 Barged In Duration Duration The amount of time an agent in the group
had an engagement where the Agent \
Supervisor barged into an engagement
15 Barged Out Number A count of engagements where an agent
in the group was barged out by another
Agent \ Supervisor within the reporting
period.
16 Barged Out Duration Duration The amount of time an agent in the group
had an engagement where the agent was
barged out of an engagement within the
reporting period.
17 Coached Number A count of engagements where an Agent
in the group was coached by another
period.
18 Coached Duration Duration The amount of time an agent in the group
Supervisor was coached by another agent
19 Coaching Number A count of engagements where the Agent
\ Supervisor coached an Agent in the
group within the reporting period.
20 Coaching Duration Duration The amount of time an agent in the group
coaching another Agent \ Supervisor
21 Completed Number Count of engagements completed by
agents in the group. For consult answered,
completed=1 for both consulted agent and
consulting agent.
For consult not answered, completed=0
for both consulting agent and consulted
agent. Completed=1 for agent who
22 Conferenced Number Count of engagements conferenced by
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23 Conferenced Accepted Number A count of engagements answered by an

agent in the group that was a result of a
conference within the reporting period.
24 Conferenced Initiated Number A count of engagements where an agent
in the group initiated a consult that ended
in a conference within the reporting
period.
25 Consult Duration Duration The amount of time an agent in the group
consulting with another agent within the
reporting period.
26 Consulted Duration Duration The amount of time an agent in the group
reporting period.
27 Consulting Duration Duration The amount of time an agent in the group
initiated the consulting with another agent
28 Consults Number Count of engagements consulted by
29 Consults Accepted Number A count of engagements answered by an
consult within the reporting period.
30 Consults Accepted from Number A count of engagements answered by an
Service agent in the group that was a result of a
consult-to-service within the reporting
period.
31 Consults Accepted from Number A count of engagements answered by an
Agent agent in the group that was a result of a
consult-to-agent within the reporting
period.
32 Consults Initiated Number A count of engagements where an agent
in the group initiated a consult within the
reporting period.
33 Consults Initiated to Number A count of engagements where an agent
Service in the group initiated a consult as consult-
to-service within the reporting period.
34 Consults Initiated to Number A count of engagements where an agent
Agent in the group initiated a consult as consult-
to-agent within the reporting period.
35 Deferred Contacts Number A count of email engagements that were
deferred. Does not included repeated
deferrals.
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36 Disconnects From Hold Number A count of engagements in which a party

disconnected from the engagement during
the on hold state.
37 Group ID String Group ID in the system.

38 Group Name String Group display name.
39 Hold Time Duration The amount of time the agent had
engagements on hold within the reporting
period
40 Holds Number Count of times agent put engagements in
a hold state
41 Long ACW Number A count of engagements that the agent
was in wrap up for a duration that
measure.
42 Long Engagements Number A count of engagements that the agent
was active on for a duration that exceeded
the value defined for this measure.
43 Long Holds Number A count of engagements that the agent
held for a duration that exceeded the
value defined for this measure. This
measure considers hold time in which the
agent focus remained on the held
engagement and hold time in which the
agent focus changed to a different
engagement reported by Channel
44 Not Answered Number Count of engagements not answered by
agents in the group. For email
engagements Not Answered will
answered by an agent or when or when a
deferred email is offered to an agent after
45 Observed Number A count of engagements where an Agent
in the group was observed by another
period
46 Observed Duration Duration The amount of time an agent in the group
had an engagement where that agent was
47 Observing Number A count of engagements where the Agent
\ Supervisor observed an Agent in the
group within the reporting period
48 Observing Duration Duration The amount of time an agent in the group
Page 133 of 228

Supervisor was observing another agent

49 Offered Number Count of engagements offered to the
agent by the routing service. Offered
excludes POM outbound calls as POM
contacts are not routed through Work
Assignment Engine. Offered does not
engagements Offered increments when
email is offered initially to agent or when a
Deferred Time Expires. This can put
50 Repeated Deferrals Number The number of email engagements that
were initially deferred and upon retrieval
were again deferred
51 Short ACW Number A count of engagements that the agent
was in wrap up for a duration that was
below the value defined for this measure
52 Short Engagements Number A count of engagements that the agent
was active on for a duration that was
below the value defined for this measure
53 Transferred Accepted Number A count of engagements answered by an
transfer within the reporting period
From Agent agent in the group that was a result of a
transfer to that agent within the reporting
period
From Service agent in the group that was a result of a
transfer to a service within the reporting
period
56 Transferred Initiated Number A count of engagements where a transfer
was initiated by an agent in the group
57 Transferred Initiated To Number A count of engagements where an agent
Agent in the group initiated a transfer to an
58 Transferred Initiated To Number A count of engagements where an agent
Service in the group initiated a transfer to a
service within the reporting period
59 Transferred To Agent Number A count of engagements that were
transferred directly to this agent group
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60 Transferred To Service Number A count of engagements that were

transferred directly to a service and the
contact was routed to this agent group
61 Transfers Number Count of engagements transferred by
agents in the group
5.5.2 Notes
Page 135 of 228

5.6 Routing Service

5.6.1 Measures
1 Abandon Time Duration Duration The amount of time before the routing service engagements
abandoned within the reporting period
2 Abandoned Number A count of engagements that abandoned (or were closed)
while in queue or while alerting at agent within the
reporting period. Abandoned does not increment in the case
3 Abandoned After Number Count of the routing service engagements which abandoned
Threshold before the maximum threshold. Abandoned After Threshold
is not incremented in the case or Consults or Conferenced
calls between agents which are abandoned while alerting.
4 Abandoned From Number Count of the routing service engagements that abandoned
Alerting while alerting at an agent. Count does not increment in the
5 Abandoned From Queue Number Count of the routing service engagements that abandoned
while in queue. This measure will also increment for any
contact that complete while queuing if not offered to an
agent. Count does not increment in the case of Conferenced,
6 Active Number A count of the routing service active within the reporting
period
7 Active Time Duration Duration Active time of the routing service engagements
8 ACW Number A count of ACW within the reporting period
9 ACW Duration Number The amount of time the agent had an engagement where
the agent was in ACW state
11 Alerting Number Count of the routing service engagements alerting
12 Answered Number A count of the routing service engagements answered within
the reporting period. Answered does not increment in the
case of Conferenced, Consult or Transferred calls. For email
engagements Answered increments when the initial offer is
answered by an agent. Deferred emails answered by a
retrieval or offered and answered after Deferred Time Expiry
will not increment Answered. This can put Offered and
13 Answered After String Count of the routing service engagements answered after
Threshold the minimum threshold. Answered After Threshold does not
Transferred calls.
14 Available Number Count of agents available to work on engagements of the
routing service. POM outbound calls are not routed through
WAE so are not reported on.
15 Barged In Number A count of engagements where the Agent \ Supervisor
barged in on another Agent within the reporting period
16 Barged In Duration Duration The amount of time the agent had an engagement where
the Agent \ Supervisor barged into an engagement within
Page 136 of 228

17 Barged Out Number A count of engagements where the Agent was barged out by
18 Barged Out Duration Duration The amount of time the agent had an engagement where
the agent was barged out of an engagement within the
reporting period
19 Channel String Name of the channel
20 Channel Name String Channel Friendly Name of the given service
21 Coached Number A count of engagements where the Agent was coached by
another Agent\Supervisor within the reporting period
22 Coached Duration Duration The amount of time the agent had an engagement where
the agent\supervisor was coached by another agent within
23 Coaching Number A count of engagements where the Agent \ Supervisor
coached another Agent within the reporting period
24 Coaching Duration Duration The amount of time the agent had an engagement where
the agent was coaching another Agent \ Supervisor within
25 Completed Number A count of the routing service engagements completed
within the reporting period. For consult answered,
completed=1 for both consulted agent and consulting agent.
26 Conferenced Number Count of the routing service engagements conferenced.
27 Conferenced Accepted Number A count of engagements answered by the agent that was a
result of a conference within the reporting period.
28 Conferenced Initiated Number A count of engagements where the agent initiated a consult
that ended in a conference within the reporting period
29 Consult Duration Duration The amount of time the agent had an engagement where
the agent was consulting with another agent within the
reporting period
30 Consulted Duration Duration The amount of time the agent had an engagement where
the agent was consulted by another agent within the
reporting period
31 Consulting Duration Duration The amount of time the agent had an engagement where
the agent was initiated the consulting with another agent
32 Consults Number Count of the routing service engagements consulted
33 Consults Accepted Number A count of engagements answered by the agent that was a
result of a consult within the reporting period.
34 Consults Accepted from Number A count of engagements answered by the agent that was a
Service result of a consult-to-service within the reporting period.
35 Consults Accepted from Number A count of engagements answered by the agent that was a
Agent result of a consult-to-agent within the reporting period.
36 Consults Initiated Number A count of engagements where the agent initiated a consult
37 Consults initiated to Number A count of engagements where the agent initiated a consult
Service as consult-to-service within the reporting period.
38 Consults initiated to Number A count of engagements where the agent initiated a consult
Agent as consult-to-agent within the reporting period.
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39 Contacts At Agent Number A count of the routing service engagements currently with
agents
40 Contacts Waiting Number Count of the routing service engagements waiting in queue
41 Deferred Contacts Number A count of email engagements that were deferred. Does not
included repeated deferrals.
42 Expected Wait Time Duration Expected wait time of the engagements of this routing
service. POM outbound calls are not routed through WAE so
are not reported on.
43 Held Contacts Number Count of the routing service engagements currently on hold
44 Hold Duration Duration The amount of time the routing service engagements were
on hold within the reporting period
45 Holds Number Count of hold occurrences for the routing service
engagements
46 Long ACW Number A count of engagements that the agent was in ACW /wrap
up for a duration that exceeded the value defined for this
measure
47 Long Engagements Number A count of engagements that the agent was active on for a
duration that exceeded the value defined for this measure
48 Long Holds Number A count of engagements that were placed on hold and
exceeded the defined Long Holds threshold in ACM
49 Not Answered Number Count of the routing service engagements not answered. For
email engagements Not Answered will increment when the
initial offer is not answered by an agent or when or when a
50 Observed Number A count of engagements where the Agent was observed by
51 Observed Duration Duration The amount of time the agent had an engagement where
the agent was observed by another agent\supervisor within
52 Observing Number A count of engagements where the Agent\Supervisor
observed another Agent within the reporting period
53 Observing Duration Duration The amount of time the agent had an engagement where
the Agent \ Supervisor was observing another agent within
54 Offered Number Count of the routing service engagements offered. Offered
excludes POM outbound calls as POM contacts are not
routed through Work Assignment Engine. Offered does not
Transferred calls. For email engagements Offered
increments when email is offered initially to agent or when a
Expires. This can put Offered and Answered counts out of
sync.
55 Oldest Contact Waiting Date The UTC timestamp (in format dd:hh:mm:ss) of the oldest
queueing engagement of the routing service.
56 Oldest Contact Waiting Time in Tracking current time of the oldest queueing engagement of
Duration State the routing service
57 Predictive Wait Time Duration The predicted time in seconds the contact will queue on the
routing service for. POM outbound calls are not routed
through WAE so are not reported on.
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58 Provider ID String ID of the provider system

59 Repeated Deferrals Number The number of email engagements that were initially
deferred and upon retrieval were again deferred
60 Ring Time Duration Duration The time the routing service engagements alerted within the
reporting period
61 Routing Attribute Service String Attributes of the routing service
62 Routing Service Name String Name of the routing service
63 Service Display Name String Display Name / Friendly Name of the Routing Attribute
Service
64 Short ACW Number A count of engagements that the agent was in ACW /wrap
up for a duration that was below the value defined for this
measure
65 Short Engagements Number A count of engagements that the agent was active on for a
duration that was below the value defined for this measure
66 Staffed Number The number of agents staffed on a particular routing service.
POM outbound calls are not routed through WAE so are not
reported on.
67 Total Duration Duration The total time of the routing service engagements within the
reporting period
68 Transferred Number Count of the routing service engagements transferred.
result of a transfer within the reporting period
From Agent result of a transfer to that agent within the reporting period
From Service result of a transfer to a service within the reporting period
72 Transferred Initiated Number A count of engagements where the agent initiated a transfer
Agent to an agent within the reporting period
Service to a service within the reporting period
75 Transferred To Agent Number A count of engagements that were transferred directly to
this agent within the reporting period
76 Transferred To Service Number A count of engagements that were transferred directly to a
service and the contact was routed to this agent within the
reporting period
77 Wait Time Duration Queue time of the routing service engagements
78 Max Wait Duration Duration The maximum time engagements are queuing per routing
service over the real time interval. Maximum Wait duration
is calculated from when the contact is queued until the
contact is answered. If does not include contacts which were
not answered or abandoned at an agent
79 Max Staffed Number The maximum number of agents staffed or allocated to the
Routing Service. POM outbound calls are not routed through
WAE so are not reported on.
80 Average Staffed Number The average number of agent staffed allocations to the
Occurrences Routing Service over the reporting period. POM outbound
calls are not routed through WAE so are not reported on.
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81 Resources In Not Ready Number The number of agents who are in Not Ready per routing
service over the reporting period
82 Average Speed of Duration Average time calls waited in queue before being answered,
Answer abandoned or not answered by an agent
83 Service Level Percent Calculated ((Answered+Abandoned)-(Answered After
Threshold+Abandoned After
Threshold))/(Answered+Abandoned) * 100
84 Abandon Rate Percent Calculated Abandoned / (Offered – Not Answered) * 100
85 Supervisor Deferred Number A count of the number of email engagement deferred by
Completed agents ‘supervised’ by Supervisor where Supervisor took
ownership and completed the contact within the reporting
‘supervised’ by Supervisor2 and completes the contact, this
is not included in count.
86 Supervisor Deferred Number A count of the of email engagement deferred by Agents
Transferred ‘supervised’ by Supervisor where Supervisor took ownership
and transferred the email to a service within the reporting
‘supervised’ by Supervisor2 and transfers email to service,
87 In ACW Number A count of the routing service engagements currently with
agents in ACW state
there is one or many recipients the count increments by 1
only.

• Routing Service Performance
5.6.3 Notes
• The behaviour of Max Wait Duration, Max Staffed and Average Staffed Occurrences differs
from other measures. They behave equally in Start of Day and Moving Window intervals.
They are reset just at midnight for both intervals.
• The following metrics do not process POM outbound calls because POM contacts are not
routed through Work Assignment Engine: Max Staffed, Average Staffed Occurrences,
Available, Average Speed Of Answer, Channel, Expected Wait Time, Offered, Oldest
Contact Waiting, Predictive Wait Time, Resource In Not Ready, Staffed, Abandoned,
Abandoned After Threshold, Answered After Threshold, Abandoned From Alerting,
Abandoned From Queue, Abandon Time Duration, Offered, Contacts Waiting. Some service
thresholds do not process POM calls because they are configured against a routing service
on ACM.
Page 140 of 228


Page 141 of 228

5.7 Routing Service By Agent

The following tables outlines the Start of Day and Moving Window measures supported for the
Routing Service By Agent producer
5.7.1 Measures
1 Abandoned Number A count of engagements that abandoned
(or were closed) while in queue or while
alerting at agent within the reporting
period. Abandoned does not increment in
Transferred calls.
2 Abandoned From Alerting Number Count of the routing service engagements
that abandoned while alerting at an
agent. Count does not increment in the
Transferred calls.
3 Active Number The number of active contacts at an agent
for a particular routing service
4 Active Time Duration Duration Total active time of engagements offered
to agent
5 ACW Number The number of times that the agent
entered ACW
6 ACW Duration Duration The amount of time the agent had an
engagement where the agent was in ACW
state
7 ACW Extended Number The number of times that the agent
extended ACW
8 Agent ID String ID to uniquely identify agent.
9 Alert Duration Duration Total alert time of engagements offered
to agent
10 Answered Number A count of the routing service
engagements Answered by Agent.
Answered does not increment in the case
of Conferenced, Consult or Transferred
calls. For email engagements Answered
increments when the initial offer is
answered by an agent. Deferred emails
answered by a retrieval or offered and
answered after Deferred Time Expiry will
not increment Answered. This can put
11 Barged In Number A count of engagements where the Agent
\ Supervisor barged in on another Agent
12 Barged In Duration Duration The amount of time the agent had an
engagement where the Agent \
Page 142 of 228

Supervisor barged into an engagement

13 Barged Out Number A count of engagements where the Agent
was barged out by another Agent \
14 Barged Out Duration Duration The amount of time the agent had an
engagement where the agent was barged
out of an engagement within the
reporting period
15 Blended Active Duration Duration The amount of time an agent is active on
multiple engagements within the
reporting period
16 Channel String Channel that delivered the engagement
to the agent
17 Channel Name String Channel Friendly name from UCA for the
routing service
18 Coached Number A count of engagements where the Agent
was coached by another Agent \
19 Coached Duration Duration The amount of time the agent had an
Supervisor was coached by another agent
20 Coaching Number A count of engagements where the Agent
\ Supervisor coached another Agent
21 Coaching Duration Duration The amount of time the agent had an
coaching another Agent \ Supervisor
22 Completed Number Count of the routing service engagements
Completed by Agent. For consult
answered, completed=1 for both
consulted agent and consulting agent.
For consult not answered, completed=0
for both consulting agent and consulted
agent. Completed=1 for agent who
23 Conferenced Number A count of the routing service
engagements Conferenced by Agent
24 Conferenced Accepted Number A count of engagements answered by the
agent that was a result of a conference
25 Conferenced Initiated Number A count of engagements where the agent
initiated a consult that ended in a
conference within the reporting period
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26 Consult Duration Duration The amount of time the agent had an

consulting with another agent within the
reporting period
27 Consulted Duration Duration The amount of time the agent had an
reporting period
28 Consulting Duration Duration The amount of time the agent had an
29 Consults Number A count of the routing service
engagements Consulted by Agent
30 Consults Accepted Number A count of engagements answered by the
agent that was a result of a consult within
31 Consults Accepted from Number A count of engagements answered by the
Service agent that was a result of a consult-to-
service within the reporting period.
32 Consults Accepted from Number A count of engagements answered by the
Agent agent that was a result of a consult-to-
33 Consults Initiated Number A count of engagements where the agent
initiated a consult within the reporting
period
34 Consults initiated to Service Number A count of engagements where the agent
initiated a consult as consult-to-service
35 Consults initiated to Agent Number A count of engagements where the agent
initiated a consult as consult-to-agent
36 Deferred Contacts Number A count of email engagements that were
deferred. Does not included repeated
deferrals.
37 Disconnects from Hold Number Count of engagements disconnected by
the agent while on hold
38 Display Name String The full name of the agent including first
name and last name
39 First Name String First name of agent
40 Hold Duration Duration Duration of engagements on hold by
agent
41 Holds Number Count of routing service engagements put
on hold by agent
42 Last Name String Surname of agent
Page 144 of 228

43 Long ACW Number A count of engagements whose ACW /

wrap-up time exceeded the value defined
for this measure reported by Channel.
44 Long Engagements Number A count of engagements whose active
time exceeded the value defined for this
measure reported by Channel
45 Long Holds Number A count of engagements whose hold time
measure reported by Channel
46 Not Answered Number Count of the routing service engagements
Not Answered by Agent. For email
engagements Not Answered will
answered by an agent or when or when a
47 Observed Number A count of engagements where the Agent
was observed by another Agent \
48 Observed Duration Duration The amount of time the agent had an
observed by another Agent \ Supervisor
49 Observing Number A count of engagements where the Agent
\ Supervisor observed another Agent
50 Observing Duration Duration The amount of time the agent had an
Supervisor was observing another agent
51 Offered Number Count of the routing service engagements
Offered to the Agent. Offered excludes
POM outbound calls as POM contacts are
not routed through Work Assignment
Engine. Offered does not increment in the
Transferred calls. For email engagements
Offered increments when email is offered
initially to agent or when a deferred email
is offered to an agent after Deferred Time
Expires. This can put Offered and
52 Provider ID String ID to uniquely identify the provider
53 Repeated Deferrals Number The number of email engagements that
were initially deferred and upon retrieval
were again deferred. Where Agent2
defers email for first time previously
Page 145 of 228

deferred by another agent, then

Repeated Deferral increments by 1 for
Agent2.
54 Routing Service String ID to uniquely identify the routing service
55 Service Display Name String Routing Service Name
56 Short ACW Number A count of engagements whose ACW /
wrap-up time was less than the value
defined for this measure reported by
Channel.
57 Short Engagements Number A count of engagements whose active
time was less than the value defined for
this measure reported by Channel
58 Supervisor First Name String First name of Supervisor
59 Supervisor ID String ID to uniquely identify Supervisor
60 Supervisor Last Name String Surname of Supervisor
61 Transferred Number A count of the routing service
engagements Transferred by Agent
62 Transferred Accepted Number A count of engagements answered by the
agent that was a result of a transfer
63 Transferred Accepted From Number A count of engagements answered by the
Agent agent that was a result of a transfer to
that agent within the reporting period
64 Transferred Accepted From Number A count of engagements answered by the
Service agent that was a result of a transfer to a
service within the reporting period
65 Transferred Initiated Number A count of engagements where the agent
initiated a transfer within the reporting
period
66 Transferred Initiated To Number A count of engagements where the agent
Agent initiated a transfer to an agent within the
reporting period
67 Transferred Initiated To Number A count of engagements where the agent
Service initiated a transfer to a service within the
reporting period
68 Transferred To Agent Number A count of engagements that were
transferred directly to this agent within
69 Transferred To Service Number A count of engagements that were
transferred directly to a service and the
contact was routed to this agent within
70 Email Forward Number A count of email engagements forwarded
by an agent during the reporting period.
Where an email is forwarded multiple
times the count increments by 1 for every
Page 146 of 228

forward. Whether there is one or many

recipients the count increments by 1 only.
71 Supervisor Deferred Completed Number A count of the number of email engagement
deferred by agents ‘supervised’ by Supervisor
where Supervisor took ownership and
completed the contact within the reporting
period. Where two Supervisors are in the
same group and Supervisor1 takes ownership
of emails deferred by agents ‘supervised’ by
Supervisor2 and completes the contact, this is
not included in count.
72 Supervisor Deferred Transferred Number A count of the of email engagement deferred
by Agents ‘supervised’ by Supervisor where
Supervisor took ownership and transferred
the email to a service within the reporting
period. Where two Supervisors are in the
same group and Supervisor1 takes ownership
of emails deferred by agents ‘supervised’ by
Supervisor2 and transfers email to service,
73 Blended Active Number Blended Active is a count that increments
each time the agent is active on an
engagement while also active on another
engagement
5.7.2 Notes
Page 147 of 228

5.8 Site
The following table outlines the start of day interval measures supported for the Site producer.
5.8.1 Measures
No. Display Column Description
Name Type
1 Abandoned Number A count of engagements that abandoned (or were closed) while
in queue or while alerting at agent within the reporting period.
Abandoned does not increment in the case of Conferenced,
2 Abandoned Number A count of the routing service engagements that abandoned
From Alerting while alerting for this site. Count does not increment in the case
3 Abandoned Number A count of the routing service engagements that abandoned
From Queue while in queue for this site. This measure also increments for
any contact that complete while queuing if not offered to an
agent. Count does not increment in the case of Conferenced,
4 Active Number Current count of active deferred contacts for this site
Deferrals
5 Alerting Number Count of the routing service engagements alerting for this site
6 Answered Number A count of engagements answered by agents for this site within
the reporting period. Answered does not increment in the case
of Conferenced, Consult or Transferred calls. For email
engagements Answered increments when the initial offer is
answered by an agent. Deferred emails answered by a retrieval
or offered and answered after Deferred Time Expiry will not
increment Answered. This can put Offered and Answered
counts out of sync.
7 Completed Number A count of the routing service engagements completed by
agents for this site. Includes abandoned. For consult answered,
completed=1 for both consulted agent and consulting agent.
8 Conferenced Number A count of the routing service engagements Conferenced by
Agents for this site
9 Consults Number A count of the routing service engagements Consulted by
Agents for this site
10 Contacts At Number A count of the routing service engagements currently with
Agent agents for this site
11 Contacts Number Count of the routing service engagements waiting in queue for
Waiting this site
12 Deferred Number Count of contacts deferred for the site. Does not included
Contacts repeated deferrals.
13 Held Contacts Number Count of the routing service engagements currently on hold for
this site
Page 148 of 228

14 Holds Number Count of routing service engagements put on hold by agent for
this site
15 Not Answered Number Count of the routing service engagements Not Answered for
this site. For email engagements Not Answered will increment
when the initial offer is not answered by an agent or when or
when a deferred email is offered to an agent after Deferred
Time Expires but not answered.
16 Offered Number A count of the routing service engagements Offered to agents
for this site. Includes abandoned engagements. Offered
excludes POM outbound calls as POM contacts are not routed
through Work Assignment Engine. Offered does not increment
in the case of Conferenced, Consult or Transferred calls. For
email engagements Offered increments when email is offered
initially to agent or when a deferred email is offered to an agent
after Deferred Time Expires. This can put Offered and Answered
counts out of sync.
17 Repeated Number Count of repeated deferred contacts for the site
Deferrals
18 Site ID String ID to uniquely identify the site
19 Site Name String Site Name
20 Total Active Number Duration of the deferred time for all email deferrals for this site.
Time Deferrals • For manual retrievals, it is the amount of time from
when AgentX defers the email until AgentX retrieves
the email.
• For deferred time expired, it is the amount of time from
when AgentX defers the email until AgentY (an agent)
answers that deferred email offered to him.
21 Transferred To Number A count of routed contacts that were transferred directly to an
Agent agent by another agent for this site
22 Transferred To Number A count of routed contacts that were transferred directly to a
Service service by an agent for this site
23 Consults Number A count of engagements for a site where the agent initiated a
Initiated consult within the reporting period.
24 Consults Number A count of engagements where the agent initiated a consult as
Initiated to consult-to-service within the reporting period.
Service
25 Consults Number A count of engagements where the agent initiated a consult as
Initiated to consult-to-agent within the reporting period.
Agent
there is one or many recipients the count increments by 1 only.
27 Answered Number ( Answered / Offered ) * 100
Percent
28 Not Answered Number ( Not Answered / Offered ) * 100
Percent
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29 Abandoned Number (( Abandoned From Alerting + Abandoned From Queue) / (

Percent Offered – Not Answered + Abandoned From Queue )) * 100

• Contacts Summary
Billboards
o All sums
5.8.3 Notes

Page 150 of 228

5.9 VDN
The following table outlines the measures supported for the VDN producer for both Moving Window
and Start of Day intervals
5.9.1 Measures
1 Routing Point Id String The unique ID of the route point
2 Routing Point Display String The route point name
Name
3 Type String The route point type. Supported values are VDN,
IMPLICITUSER and ROUTEPOINT
4 Subtype String The route point sub type. Supported values are
INGRESS, ROUTING, RONA and
XFER2SERVICE
5 At Route Point Number A count of active contacts at a VDN or Route
Point, identified by the Route Point Id
6 Disconnects Number A count of contact disconnects at the VDN or
Route Point, identified by the Route Point Id
7 Handled Number A count of contacts handled at the VDN or Route
Point, identified by the Route Point Id
8 Routing Duration Duration The duration of the contact at each VDN or
Route Point identified by the Route Point Id
Page 151 of 228

5.10 Agent By Not Ready Reason Code (aux. code)

The following table outlines the measures supported for the Agent By Not Ready Reason Code
(aux. code) producer for both Moving Window and Start of Day intervals
5.10.1 Measures
1 Agent Display Name String The user handle of the agent configured in ACM
2 Agent Id String The agent ID from the source system
3 Duration Duration The duration an agent spent in a particular Not
Ready Reason Code state
4 Effective Datetime Date The last time the agent entered the Not Ready
Reason Code state
5 Not Ready Reason String The ID of the Not Ready Reason Code (Aux Code)
Code configured in ACM
6 Not Ready Reason String The name of the Not Ready Reason Code (Aux
Code Name Code) configured in ACM
7 Occurrences Number The number of times the agent entered the Not
Ready Reason Code
Note: Additional Work is not a Not Ready Reason
Code and not included in this count
8 Supervisor First Name String The first name of the supervisor associated with
the agent
9 Supervisor Last Name String The surname of the supervisor associated with
the agent
5.11 Real Time Reporting Notes
5.11.1 Supervisor Names

If the user in the contact center is an agent or a supervisor, they will have a row in the
DM_AGENTS table. When you configure a supervisor in ACM, they will not have a supervisor
assigned to them. In this instance, the supervisor will appear as UNKNOWN_SUPERVISOR.
If the Agent is configured in ACM without a supervisor, then the supervisor will appear as
UNKNOWN_SUPERVISOR.
Page 152 of 228

6 Oracle® Business Intelligence (OBI)

Calculated Fields
6.1 Agent Interval Calculated Fields
6.1.1 Columns
Display
Calculation Description
Name
% EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)' , Percentage of answered
Conferenced "Analytics"."Fact_Agent_Interval"."Comp engagements conferenced.
Conferenced Initiated" ,
"Analytics"."Fact_Agent_Interval"."Comp
Answered" ) * 100
% Occupancy EVALUATE( Percentage of agent log on time
'OCEANA_UTILS.safe_divide(%1,%2)', deemed occupied on engagements.
("Analytics"."Fact_Agent_Interval"."Active Time
Duration" +
"Analytics"."Fact_Agent_Interval"."Hold Duration"
+ "Analytics"."Fact_Agent_Interval"."Acw
Duration"),
"Analytics"."Fact_Agent_Interval"."Logon
Duration") * 100
Avg Hold Average hold time per hold
Time EVALUATE('OCEANA_UTILS.duration_as_string(OCE occurrence. When a customer on
ANA_UTILS.safe_divide(%1,%2))' AS hold spans multiple intervals, both
CHARACTER(30) , hold duration and hold are
"Analytics"."Fact_Agent_Interval"."Comp Hold calculated against the end interval
Duration", where the customer came off hold
"Analytics"."Fact_Agent_Interval"."Comp Holds") e.g. customerX put on hold in
interval1 for 300 seconds and then
is taken off hold in interval2 after
600 seconds then Avg Hold Time
will be 0 for interval1 and 900 for
interval2.
Avg Active EVALUATE( Average active time per answered

Time 'OCEANA_UTILS.duration_as_string(OCEANA_UTILS engagement.
.safe_divide(%1,%2))' AS CHARACTER(30) ,
"Analytics"."Fact_Agent_Interval"."Active Time
Duration" ,
"Analytics"."Fact_Agent_Interval"."Completed")
Page 153 of 228

Display
Name
% Availability EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of time agent is
"Analytics"."Fact_Agent_Interval"."Logon Duration" available during logged in time.
- "Analytics"."Fact_Agent_Interval"."Not Ready
Time Duration",
"Analytics"."Fact_Agent_Interval"."Logon
Duration") * 100
Avg Blended Average active time spent on
Active Time EVALUATE('OCEANA_UTILS.duration_as_string(OCE multiple engagements of
ANA_UTILS.safe_divide(%1,%2))' AS CHARACTER ( completed contacts.
30 ), "Analytics"."Fact_Agent_Interval"."Comp
Blended Active Duration" ,
"Analytics"."Fact_Agent_Interval"."Comp Blended
Active")
% Completed EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of engagements
("Analytics"."Fact_Agent_Interval"."Comp completed of those offered.
Answered"),
("Analytics"."Fact_Agent_Interval"."Not Answered"
+ "Analytics"."Fact_Agent_Interval"."Comp
Answered" )) * 100
Avg Blended Average time completed
Active Time EVALUATE('OCEANA_UTILS.duration_as_string(OCE engagements alerted.
ANA_UTILS.safe_divide(%1,%2))' AS
CHARACTER(30) ,
Alert Time" ,
Alert" )
% Answered EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of engagements
"Analytics"."Fact_Agent_Interval"."Comp answered.
Answered" ,
Answered" +
"Analytics"."Fact_Agent_Interval"."Not Answered"
)* 100
% Long EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of answered
Engagements "Analytics"."Fact_Agent_Interval"."Long engagements that was long.
Engagements" ,
"Analytics"."Fact_Agent_Interval"."Completed" ) *
100
% Short EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of answered
Engagements "Analytics"."Fact_Agent_Interval"."Short engagements short.
Engagements" ,
"Analytics"."Fact_Agent_Interval"."Completed" ) *
100
Page 154 of 228

Display
Name
% Long Holds EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of engagements that
"Analytics"."Fact_Agent_Interval"."Comp Long the agent held for a duration that
Holds" , "Analytics"."Fact_Agent_Interval"."Comp exceeded the value defined for this
Holds" ) * 100 measure. This measure considers
hold time in which the agent focus
engagement.
% EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of answered

Transferred "Analytics"."Fact_Agent_Interval"."Comp engagements transferred.
Transferred Initiated" ,
Answered" ) * 100
% Not EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of engagements
Answered "Analytics"."Fact_Agent_Interval"."Not Answered" unanswered.
, ("Analytics"."Fact_Agent_Interval"."Not
Answered" +
"Analytics"."Fact_Agent_Interval"."Answered")) *
100
% EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', A percentage of engagements in
Disconnects "Analytics"."Fact_Agent_Interval"."Disconnects which a party disconnected from
From Hold From Hold" , the engagement during the on hold
"Analytics"."Fact_Agent_Interval"."Comp state.
Answered" ) * 100
% Consults EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of engagements
"Analytics"."Fact_Agent_Interval"."Comp Consults consulted.
Initiated" ,
Answered" ) * 100
Page 155 of 228

Display
Name
% Deferred EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Email engagements deferred by
Contacts "Analytics"."Fact_Agent_Interval"."Deferred_Conta agents (Deferred Contacts) as a
cts", percentage of all engagements
"Analytics"."Fact_Agent_Interval"."Comp_Answere answered and completed by agents
d") * 100 (Comp_Answered) within the
reporting period. Only the first
deferral is considered, repeated
deferrals are ignored. For example,
where agent1 answers and
completes 2 voice calls then
answers and defers 1 email in a
single interval. %Deferred Contacts
is calculated at 50% (1 / 2 * 100) for
that interval.
•%_Deferred_Contacts is less than
100% when Comp_Answered is
greater than Deferred_Contacts.
•%_Deferred_Contacts is greater
than 100% when
Deferred_Contacts is greater than
Comp_Answered.
•%_Deferred_Contacts is equal to
equal to Deferred_Contacts.
0% when Comp_Answered or/and
Deferred_Contacts are zero.
Page 156 of 228

6.2 Account Interval Calculated Fields

6.2.1 Columns
Display
Name
% Abandoned EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of offered
"Analytics"."Fact_Account_Interval"."Abandoned", engagements that abandoned.
"Analytics"."Fact_Account_Interval"."Offered")*
100
% Not EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of offered
Answered ("Analytics"."Fact_Account_Interval"."Not engagements that was
Answered"),("Analytics"."Fact_Account_Interval"." unanswered.
Not Answered" +
"Analytics"."Fact_Account_Interval"."Answered"
))* 100
Conferenced "Analytics"."Fact_Account_Interval"."Comp engagements that was
Conferenced Initiated" , conferenced.
"Analytics"."Fact_Account_Interval"."Comp
Answered")* 100
% Completed EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of offered
("Analytics"."Fact_Account_Interval"."Comp engagements that were completed.
Answered"),("Analytics"."Fact_Account_Interval"."
Not Answered" +
"Analytics"."Fact_Account_Interval"."Comp
Answered")) * 100
Avg Hold Average duration an engagement
Time EVALUATE('OCEANA_UTILS.duration_as_string(OCE spent on hold. When a customer on
ANA_UTILS.safe_divide(%1,%2))' AS hold spans multiple intervals, both
CHARACTER(30) , hold duration and hold are
"Analytics"."Fact_Account_Interval"."Comp Hold calculated against the end interval
Duration", where the customer came off hold
"Analytics"."Fact_Account_Interval"."Comp Holds") e.g. customerX put on hold in
interval2.
%_Availability EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of time agent account
"Analytics"."Fact_Account_Interval"."Logon is available during logged in time.
Duration" -
"Analytics"."Fact_Account_Interval"."Not Ready
Time Duration",
"Analytics"."Fact_Account_Interval"."Logon
Duration") * 100
Page 157 of 228

Display
Name
Avg Active EVALUATE('OCEANA_UTILS.duration_as_string(OCE Average active time for account per
Time ANA_UTILS.safe_divide(%1,%2))' AS CHARACTER ( answered engagement
30 ), "Analytics"."Fact_Account_Interval"."Active
Time Duration" ,
"Analytics"."Fact_Account_Interval"."Completed" )
Page 158 of 228

6.3 Routing Service Calculated Fields

6.3.1 Columns
Display
Column Type Description
Name
Avg Wait Average time engagement queued.
Time EVALUATE('OCEANA_UTILS.duration_as_string(OCEA
NA_UTILS.safe_divide(%1,%2))' AS CHARACTER(30) ,
"Analytics"."Fact_Routing_Service_Interval"."Comp
Wait Time",
Offered")
Transferre "Analytics"."Fact_Routing_Service_Interval"."Comp engagements that were
d Tranferred Initiated" , transferred.
Answered") * 100
% Consults EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of answered
"Analytics"."Fact_Routing_Service_Interval"."Comp engagements that were consulted.
Consults Initiated" ,
Answered" ) * 100
Avg Active Average active time of answered
Time EVALUATE('OCEANA_UTILS.duration_as_string(OCEA engagements.
Active Time Duration" ,
Answered")
Avg Hold EVALUATE('OCEANA_UTILS.duration_as_string(OCEA Average hold time of held
Time NA_UTILS.safe_divide(%1,%2))' AS CHARACTER(30) , engagements. When a customer on
"Analytics"."Fact_Routing_Service_Interval"."Comp hold spans multiple intervals, both
Hold Duration", hold duration and hold are
"Analytics"."Fact_Routing_Service_Interval"."Comp calculated against the end interval
Holds") where the customer came off hold
e.g. customerX put on hold in
interval2.
Page 159 of 228

Display
Name
% Service EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of engagements
Level ("Analytics"."Fact_Routing_Service_Interval"."Comp processed within the allowable
Answered" + thresholds.
"Analytics"."Fact_Routing_Service_Interval"."Abando
ned") -
("Analytics"."Fact_Routing_Service_Interval"."Comp
Ans After Threshold" +
"Analytics"."Fact_Routing_Service_Interval"."Calls
Abandoned After Threshold"),
("Analytics"."Fact_Routing_Service_Interval"."Comp
Answered" +
ned")) * 100
Avg Ring Average time offered engagements
Time EVALUATE('OCEANA_UTILS.duration_as_string(OCEA spent alerting.
Ring Time Duration" ,
Offered")
Avg Speed EVALUATE('OCEANA_UTILS.duration_as_string(OCEA Average time calls waited in queue
Answered NA_UTILS.safe_divide(%1,%2))' AS CHARACTER(30), before being answered, abandoned
("Analytics"."Fact_Routing_Service_Interval"."Comp_ or not answered by an agent over
Wait_Time" - the reporting period
n_Time_Duration"),
"Analytics"."Fact_Routing_Service_Interval"."Comp_A
nswered")
Page 160 of 228

Display
Name
Contacts "Analytics"."Fact_Routing_Service_Interval agents (Deferred Contacts) as a
"."Deferred_Contacts", percentage of all engagements
"Analytics"."Fact_Routing_Service_Interval answered and completed by agents
"."Comp_Answered") * 100 (Comp_Answered) within the
is calculated at 50% (1 / 2 * 100)
for that interval.
than 100% when
Comp_Answered.
Page 161 of 228

6.4 Contact Center (Site) Calculated Fields

Display
Name
Contacts "Analytics"."Fact_Site_Interval agents (Deferred Contacts) as a
"Analytics"."Fact_Site_Interval "."Comp_Answered") answered and completed by agents
* 100 (Comp_Answered) within the
for that interval.
than 100% when
Comp_Answered.
% Not EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of engagements
Answered "Analytics"."Fact_Site_Interval"."Not Answered" , unanswered.
("Analytics"."Fact_Site_Interval"."Not Answered" +
"Analytics"."Fact_Site_Interval"."Answered")) * 100
% EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of engagements
Abandoned "Analytics"."Fact_Site_Interval"."Abandoned From abandoned from alerting
from Alerting" , "Analytics"."Fact_Site_Interval"."Comp
Alerting Offered" )* 100
% EVALUATE('OCEANA_UTILS.safe_divide(%1,%2)', Percentage of engagements
Abandoned "Analytics"."Fact_Site_Interval"."Abandoned From abandoned from queue
from Queue",
Queue "Analytics"."Fact_Site_Interval"."Abandoned From
Queue" + "Analytics"."Fact_Site_Interval"."Comp
Offered" )* 100
Page 162 of 228

6.5 Agent by Routing Service Calculated Fields

Display Calculation Description
Name
Avg EVALUATE('OCEANA_UTILS.duration_as_string(OCEA Average amount of time spent on
Holdtime NA_UTILS.safe_divide(%1,%2))' AS CHARACTER(30) , engagements that were completed.
"Analytics"."Fact_Routing_Service_By_Agent_Interval
"."Comp Active Time Duration" ,
"."Completed" )
Average EVALUATE('OCEANA_UTILS.duration_as_string(OCEA Average amount of time
Hold Time NA_UTILS.safe_divide(%1,%2))' AS CHARACTER(30) , engagements was on hold.
"."Comp Hold Duration" ,
"."Comp Holds" )
Contacts "Analytics"."Fact_Routing_Service_By_Agent_Interval agents (Deferred Contacts) as a
"Analytics"." answered and completed by agents
Fact_Routing_Service_By_Agent_Interval (Comp_Answered) within the
"."Comp_Answered") * 100 reporting period. Only the first
for that interval.
than 100% when
Comp_Answered.
Page 163 of 228

6.6 Agent Not Ready By Reason Code Calculated Fields

Displa Calculation Descriptio
y n
Name
Average EVALUATE( Average
Wait 'OCEANA_UTILS.duration_as_string(OCEANA_UTILS.safe_divide(%1, amount of
Time %2))' AS CHARACTER(30) , time
"Analytics"."Fact_Routing_Point_Interval"."Routing Duration" contacts
, "Analytics"."Fact_Routing_Point_Interval"."Handled") spent on
this route
point.
6.7 Fact-CDR_Agent_Segment_vu

Name
ORIGINA EVALUATE('cast(from_tz(cast(%1 as Convert originated timestamp
TED_TIM timestamp), ''UTC'') at time zone %2 as from UTC to timezone selected
ESTAMP_ timestamp)',
TZ "Analytics"."Fact_CDR_Agent_Segment_vu"."OR
IGINATED_TIMESTAMP" ,
"Analytics"."lkp_Timezone"."Oracle Tzname")
END_TIM EVALUATE('cast(from_tz(cast(%1 as Convert end timestamp from
ESTAMP_ timestamp), ''UTC'') at time zone %2 as UTC to timezone selected
TZ timestamp)',
"Analytics"."Fact_CDR_Agent_Segment_vu"."EN
D_TIMESTAMP" ,
"Analytics"."lkp_Timezone"."Oracle Tzname" )
CUSTOM EVALUATE('cast(from_tz(cast(%1 as Convert Customer Contact end
ER_CON timestamp), ''UTC'') at time zone %2 as timestamp from UTC to
TACT_EN timestamp)', timezone selected
D_TIMES
TAMP_TZ "Analytics"."Fact_CDR_Agent_Segment_vu"."CU
STOMER_CONTACT_END_TIMESTAMP" ,
BARGED EVALUATE('cast(from_tz(cast(%1 as Convert Barged out timestamp
_OUT_TI timestamp), ''UTC'') at time zone %2 as from UTC to timezone selected
MESTAM timestamp)',
P_TZ
"Analytics"."Fact_CDR_Agent_Segment_vu"."BA
RGED_OUT_TIMESTAMP" ,
Page 164 of 228

6.8 Fact-CDR_Agent_Segment_end_vu
Name
ORIGINA EVALUATE('cast(from_tz(cast(%1 as Convert originated timestamp
TED_TIM timestamp), ''UTC'') at time zone %2 as from UTC to timezone selected
ESTAMP_ timestamp)',
TZ "Analytics"."Fact_CDR_Agent_Segment_end_vu
"."ORIGINATED_TIMESTAMP" ,
END_TIM EVALUATE('cast(from_tz(cast(%1 as Convert end timestamp from
ESTAMP_ timestamp), ''UTC'') at time zone %2 as UTC to timezone selected
TZ timestamp)',
"Analytics"."Fact_CDR_Agent_Segment_end_vu
"."END_TIMESTAMP" ,
CUSTOM EVALUATE('cast(from_tz(cast(%1 as Convert Customer Contact end
ER_CON timestamp), ''UTC'') at time zone %2 as timestamp from UTC to
TACT_EN timestamp)', timezone selected
D_TIMES "Analytics"."Fact_CDR_Agent_Segment_end_vu
TAMP_TZ "."CUSTOMER_CONTACT_END_TIMESTAMP"
, "Analytics"."lkp_Timezone"."Oracle Tzname" )
BARGED EVALUATE('cast(from_tz(cast(%1 as Convert Barged out timestamp
_OUT_TI timestamp), ''UTC'') at time zone %2 as from UTC to timezone selected
MESTAM timestamp)',
P_TZ "Analytics"."Fact_CDR_Agent_Segment_end_vu
"."BARGED_OUT_TIMESTAMP" ,
6.9 Fact_CDR_Customer_Contact_vu
Name
Average EVALUATE('OCEANA_UTILS.duration_as_string Average amount of the
Engagem ( %1)' AS CHARACTER ( 40 ),AVG( engagement
ent "Analytics"."Fact_CDR_Customer_Contact_vu"."
Duration Engagement Duration" ) )
Total EVALUATE('OCEANA_UTILS.duration_as_string Total time of engagement
Engagem ( %1)' AS CHARACTER ( 40 ),sum(
ent "Analytics"."Fact_CDR_Customer_Contact_vu"."
Duration Engagement Duration" ) )
Page 165 of 228

7 Accessing Avaya AnalyticsTM data

The Avaya Analytics™ database tables can be accessed via JDBC/ODBC. The Oracle® database
version used in Avaya Analytics™ Release 3.6.1 is 12.2.1.3. The supporting JDBC/ODBC driver can
be downloaded from Oracle® Support.
During the database install a read-only user account is created that can be used to read the
DataMart tables and views. When setting up the JDBC/ODBC driver use the account created during
the install to access the database. Avaya Analytics™ data is stored in the Oceana_Datamart
schema.
8 Historical Interval Statistics - CSV File

Output
The Agent by Account and Routing Service historical measures are available via a Comma
Separated Values (CSV) file that is updated to a directory location on the Oracle Stream Analytics
(OSA) server every 15 minutes. This file is appended to on each update.
For details on how to enable the publishing of the historical measures to this CSV file and how to
configure the output directory refer to the Deploying Avaya Oceana® Release 3.6.1 Solution guide.
The following Agent by Account measures get published to the AgentByAccount_Details.csv file.
This CSV file has a fixed output format which is detailed below.
Column Measure Description

Position
1 ABANDONED A count of engagements that abandoned (or
were closed) while in queue or while alerting
at agent within the reporting period.
Abandoned does not increment in the case
2 ACCOUNT_ID The account ID in the source system.
3 ACTIVE_TIME_DURATION The total time the agent is in an active on a
contact within the interval
4 AGENT_ID The Agent ID from the source system of the
agent that owns this account.
5 ALERT_DURATION The total time the agent has a contact
alerting within the interval
6 ANSWERED A count of contacts answered by the agent
within the interval. Answered does not
engagements Answered increments when
the initial offer is answered by an agent.
Page 166 of 228


Position
Deferred emails answered by a retrieval or
offered and answered after Deferred Time
Expiry will not increment Answered. This can
put Offered and Answered counts out of
sync.
7 BLENDED_ACTIVE_DURATION The total time the agent was active on a
voice contact and another non voice contact
as the same time within the interval
8 CHANNEL The channel identifier for the agent’s
account.
9 COMPLETED A count of contacts completed by the agent
within the interval
10 COMP_ACTIVE_TIME_DURATION The amount of time the agent spent working
engagements that completed within the
reporting period.
11 COMP_ALERT_DURATION The amount of time the agent had an
engagement alerting that completed within
12 COMP_ANSWERED A count of engagements offered to the agent
that were answered and completed within
the reporting period. Answered does not
13 COMP_BLENDED_ACTIVE_DURATION The amount of time an agent spent working
answered engagements that completed
14 COMP_CONFERENCED A count of engagements answered by the
agent that was conferenced that completed
15 COMP_CONSULTS A count of engagements with routing service
offered to an agent where the agent initiates
at least one interaction with just one other
party other and then terminates that
interaction without performing a transfer or
conference that completed within the
reporting period. Consultative transfers are
counted as transfers and not as consults.
16 COMP_HOLDS The number of times engagements where
put on hold, for engagement that completed
in the period.
17 COMP_HOLD_DURATION The amount of time the agent had an
engagement on hold that completed in the
period.
18 COMP_LONG_HOLDS A count of engagements that the agent held
for a duration that exceeded the value
Page 167 of 228


Position
defined for this measure. This measure
considers hold time in which the agent focus
remained on the held engagement and hold
time in which the agent focus changed to a
19 COMP_NOT_ANSWERED A count of engagements that completed
within the reporting period with a status of
not answered.
20 COMP_OFFERED The number of offered calls that completed
during the period. Completed Offered
excludes POM outbound calls as POM
contacts are not routed through Work
Assignment Engine. Completed Offered does
not increment in the case of Conferenced,
21 COMP_TRANSFERRED A count of engagements that completed
within the reporting period that were
transferred.
22 CONFERENCED A count of engagements answered by the
agent that were conferenced within the
reporting period, by Channel.
23 CONSULTS A count of engagements answered by the
agent that needed a consult within the
reporting period by Channel.
24 DISCONNECTS_FROM_HOLD A count of engagements in which a party
disconnected from the engagement during
the on hold state. Reported by Channel.
25 HOLDS The number of times engagements where
put on hold in the interval.
26 HOLD_DURATION The amount of time the agent had an
engagement on hold within the reporting
period, by Channel.
27 INTERVAL_DATE The interval date
28 INTERVAL_TIME The interval identifier
29 LOGON_DURATION The duration of time the agent has been
logged in
30 LONG_HOLDS A count of engagements that the agent held
for a duration that exceeded the value
defined for this measure. This measure
considers hold time in which the agent focus
remained on the held engagement and hold
time in which the agent focus changed to a
different engagement reported by Channel.
31 NOT_ANSWERED A count of engagements offered to the agent
that was not answered by agent within the
reporting period, by Channel. For email
Page 168 of 228


Position
engagements Not Answered will increment
when the initial offer is not answered by an
agent or when or when a deferred email is
offered to an agent after Deferred Time
32 NOT_READY_COUNT The number of times in the interval the
account was in the not ready state.
33 NOT_READY_TIME_DURATION The amount of time the agent was in Not
Ready State within the reporting period.
34 OFFERED A count of engagements directed to the
agent within the reporting period, by
Channel. Offered excludes POM outbound
calls as POM contacts are not routed through
Work Assignment Engine. Offered does not
engagements Offered increments when
email is offered initially to agent or when a
Deferred Time Expires. This can put Offered
and Answered counts out of sync.
35 PERCENT_AVAILABILITY The percentage of time the agent is
available for work.
36 PROVIDER_ID The unique Id of the provider
37 TRANSFERRED A count of engagements answered by the
agent that were transferred within the
38 ACW_DURATION The amount of time an agent spent wrapping
up an engagement within the reporting
period, by Channel.
39 INTERVAL_END_TIME The interval end time.
Page 169 of 228

The following Routing Service measures get published to the RoutingService_Details.csv file. This
CSV file has a fixed output format which is detailed below.

Position
1 ABANDONED A count of engagements with routing service offered
to the agent and abandoned within the reporting
period. This includes engagements that abandoned
from hold or abandoned while alerting. Abandoned is
not incremented in the case or Consults or
Conferenced calls between agents which are
abandoned while alerting.
2 ANSWERED A count of engagements with routing service offered
to the agent and answered within the reporting
period. Answered measure does not increment in the
case of Conferenced, Consult or Transferred calls. For
email engagements Answered increments when the
initial offer is answered by an agent. Deferred emails
answered by a retrieval or offered and answered after
Deferred Time Expiry will not increment Answered.
This can put Offered and Answered counts out of sync.
3 AVERAGE_ABANDON_TIME The average abandon time of engagements on this
routing service.
4 AVERAGE_ACTIVE_TIME_DU The average active of engagements on this routing
RATION service.
5 AVERAGE_HOLD_TIME_DUR The average hold time of engagements on this
ATION routing service.
6 AVERAGE_RING_TIME_DURA The average Alert time of engagements on this
TION routing service.
7 AVERAGE_SPEED_ANSWER The average speed of answer for engagements on
_DURATION this routing service.
8 CALLS_ABAND_AFTER_THR The number of calls abandoned after the minimum
ESHOLD threshold. Calls Abandoned After Threshold is not
incremented in the case or Consults or Conferenced
calls between agents which are abandoned while
alerting.
9 CALLS_ANS_AFTER_THRES The number of calls answered after the maximum
HOLD service level threshold.
10 CHANNEL Name of channel.
11 COMPLETED A count of engagements associated with the Routing
Service that completed during the reporting period.
12 COMP_ANSWERED A count of engagements with routing service offered
to the agent and answered that completed within the
reporting period. Answered does not increment in the
13 COMP_ANS_AFTER_THRESH The number of calls answered after the maximum
OLD service level threshold.
Page 170 of 228


Position
14 COMP_CONFERENCED The number of calls that completed in the interval
that were conferenced.
15 COMP_CONSULTS A count of engagements with routing service offered
to an agent where the agent initiates at least one
interaction with just one other party other and then
terminates that interaction without performing a
transfer or conference that completed within the
reporting period. Consultative transfers are counted
as transfers and not as consults.
16 COMP_HOLDS The number of times engagements where put on hold,
for engagement that completed in the period.
17 COMP_NOT_ANSWERED A count of engagements that completed within the
reporting period with a status of not answered.
18 COMP_OFFERED The number of offered calls that completed during the
period. Completed Offered excludes POM outbound
calls as POM contacts are not routed through Work
Assignment Engine. Completed Offered does not
Transferred calls.
19 COMP_ACTIVE_TIME_DURAT The amount of time the agent spent working
ION answered engagements with routing service that
completed within the reporting period.
20 COMP_HOLD_DURATION The amount of time an engagement was on Hold with
routing service that completed within the reporting
period.
21 COMP_RING_TIME_DURATIO The amount of ring time for an engagement with
N routing service that completed within the reporting
period.
22 COMP_ABANDON_TIME_DUR The total abandoned time, in seconds, for calls that
ATION completed in the interval.
23 COMP_WAIT_TIME Wait time on the routing service for engagements that
completed within the reporting period.
24 COMP_TRANSFERRED A count of engagements that completed within the
reporting period that were transferred.
25 CONFERENCED The number of calls in the interval that were
conferenced.
26 CONSULTS A count of engagements with routing service offered
to an agent where the agent initiates at least one
interaction with just one other party other and then
terminates that interaction without performing a
transfer or conference. Consultative transfers are
counted as transfers and not as consults.
27 HOLDS The number of times engagements where put on hold
in the interval.
28 INTERVAL_DATE The interval date
Page 171 of 228


Position
29 INTERVAL_TIME The interval identifier
30 NOT_ANSWERED A count of engagements with routing service offered
to the agent and not answered within the reporting
period. For email engagements Not Answered will
increment when the initial offer is not answered by an
agent or when or when a deferred email is offered to
an agent after Deferred Time Expires but not
answered.
31 OFFERED A count of engagements with routing service offered
to the agent within the reporting period. Offered
excludes POM outbound calls as POM contacts are not
routed through Work Assignment Engine. Offered
does not increment in the case of Conferenced,
Consult or Transferred calls. For email engagements
Offered increments when email is offered initially to
agent or when a deferred email is offered to an agent
after Deferred Time Expires. This can put Offered and
32 PERCENTAGE_ABANDONED The percentage of engagement that abandoned
33 PERCENTAGE_CONSULTS The percentage of engagement that were consulted
34 PERCENTAGE_TRANSFERRE The percentage of engagement that were
D transferred within the reporting period.
35 PROVIDER_ID The unique Id of the provider
36 ROUTING_SERVICE_ID Key of the routing service from the source system.
37 ABANDON_TIME_DURATION The total abandoned time, in seconds, for contacts
that abandoned in the interval.
38 ROUTING_SERVICE_NAME The friendly name assigned to the routing service
39 ACTIVE_TIME_DURATION The amount of time the agent spent working
answered engagements with routing service within
40 TOT_DURATION The total time of the routing service engagements
41 HOLD_DURATION The amount of time an engagement was on Hold with
routing service within the reporting period.
42 RING_TIME_DURATION The amount of ring time for an engagement with
routing service within the reporting period.
43 WAIT_TIME Wait time on the routing service.
44 TRANSFERRED A count of engagements with routing service
answered by the agent that were transferred within
45 INTERVAL_END_TIME The interval end time.
46 PERCENTAGE_SERVICE_LE The percentage of incoming calls that are answered
VEL within a specified threshold.
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9 Historical Reports
The Historical dashboard reports display the historical data of the contact center resources, such as
agents and routing points. These reports provide a quick view of contact center performance for the
specified time interval. You can use these as a reference to evaluate the historical performance of
the relevant contact center resource. Empirical data helps you understand progress and
performance over time and take informed decisions for future usage. Avaya Analytics ™ supports
inbound and outbound reporting through historical dashboards.
Historical reports use interval-based measures to display a snapshot of the contact center.
Note:
All Historical summary and trend reports that return interval-based measures do not
include data from the current 15-minute interval until data aggregation is run for the
interval. By default, report caching settings are set to 15 minutes. Hence, data for the
current interval not displaying in the report for up to 30 minutes is normal.
Drill down reports

Drill down is a functionality for users to move from a general view of the data to a more specific
view in a report, at the click of a mouse.
Considerations
• When you drill down from the Interval reports, you can see segments for contacts that arrived in a
specific interval, and not contacts that are completed. For example, a contact arrives in the 10.15
interval and is completed in the 10.30 interval. In the Agent report, in the 10.15 row, you can see
Answered as 1 and in the 10.30 row, you can see Completed as 1. When you click on Answered
1, you can drill down and see one segment as the interval for the record of 10:15. However, when
you click Completed 1, you do not see any record.
• All Timestamps displayed in Contact Segment Details are in the UTC format. In the Agent report,
when you filter the timezone, the report displays the timestamps based on the selected timezone.
However, when you drill down to Contact Detail Report, the timezone information is unavailable,
and therefore, you see the timestamps in the UTC format.
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9.1 Account by Agent Summary

Definition
Displays a summary of agents who handled the contacts for the accounts during the current
interval.
How it works
Tracks the performance of the contact center agents by account for the current interval. Intervals
are aggregated by 15 minutes and can be either an Interval, Daily, Weekly, Monthly or Yearly.
Supervisors can select the agents to report on and analyze the performance of agents serving the
accounts for the selected interval.
This report displays the accounts, their attributes, and the channels through which a contact is
routed.
You can drill down on an agent to view the Agent Details report. This report provides agent
performance at a detail level.
You can drill down on Abandoned, Completed, Conferenced, Offered, Transferred, Not Answered,
Consulted, and Number of Holds measures to view the Agent Interaction report. This report
provides agent interactions for the selected measure.
Sample report
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Business usage
• How many contacts were offered to the agent and for which accounts for the current
interval?
Use the Offered measure to determine the number of contacts offered to the agent for the
current interval. Use the Account ID measure to determine the accounts serviced by the
agent for the current interval.
• How many accounts did the agent service for the current interval?
Use the Account ID measure to determine the accounts that the agent serviced for the
current interval.
• How do you determine the usage of channels by agent for the reporting period?
Use the Channel measure to determine the number of channels that the agent supported
while supporting an account. Use the Active Time measure to determine the active time
spent by the agent for the selected channel.
• How do you determine the occupancy rate of the agent for each account for the selected
interval?
Use the Account ID measure to determine the accounts that the agent supported the most.
Use the Average Active Time measure to determine the active time spent by the agent for
the accounts in the current interval.
• How many accounts did the agent support on each channel, and how much time did the
agent spend on each account for the current interval?
Drill down on the agent to Agent Details. Use the Account ID and Account Name
measures to determine the accounts that the agent supported on each channel. Use the
Active Time measure to determine the time spent by the agent on each account.
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• How do you determine the performance of the agent for the current interval?
Drill down on the agent to Agent Details. Compare the % Availability with the Average Active
Time measure to determine the performance of an agent for the current interval.
• How do you view a snapshot of the agent performance across accounts?
Drill down on the agent to Agent Details. Use the Accounts by Agent Counts View to
determine the agent performance for all the accounts that the agent supported in the
current interval.
• How do you determine the reason for the segment type of a call?
Drill down to Agent Interaction Details report. Use the Segment Type measure to
determine the reason of the segment type of a call.
• How do you determine whether the supervisor has barged-out the agent from the call?
Drill down to Agent Interaction Details report. Use the Barged Out Indicator measure to
determine whether the supervisor has removed the agent from the call.
Measures
You can include additional measures to customize the Account by Agent Summary
dashboard.
For more information, see tables in Section 2 and Section 3.
Measures Description
Abandoned A count of engagements offered to the agent that were
abandoned within the reporting period, by Channel.
Abandoned is not incremented in the case of Transfers,
Consults or Conferenced calls between agents which are
abandoned.
Account ID The account ID in the source system.
Agent ID The agent ID from the source system of the agent that
owns
this account.
Completed A count of engagements associated with the agent that
completed during the reporting period.
Conferenced A count of engagements answered by the agent that were
conferenced within the reporting period, by Channel.
Offered A count of engagements directed to the agent within the
Transfers A count of engagements answered by the agent that were
transferred within the reporting period, by Channel.
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Table 2: Account by Agent Performance

% Availability Percentage of time agent is available during logged in
time.
Abandoned A count of engagements offered to the agent that were
abandoned within the reporting period, by Channel.
abandoned.
Account Name The name of the account as defined by Avaya Control
Manager.
Account ID The account ID in the source system.
Active Time The amount of time the agent spent working
engagements within the reporting period, by Channel.
Agent ID The agent ID from the source system of the agent that
owns this account.
Answered A count of engagements offered to the agent that were
answered within the reporting period, by Channel.
Average Active Time Average active time per answered engagement.
Average Hold Time Average duration an engagement spent on hold.
conferenced within the reporting period, by Channel.
Consults A count of engagements answered by the agent that
needed a consult within the reporting period, by Channel.
Not Answered A count of engagements offered to the agent that were
not answered by agent within the reporting period, by
Channel.
Not Ready Time The amount of time the agent was in Not Ready state
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Table 3: Agent Interaction Detail
Abandoned Indicator Displays 1 if the segment was abandoned.
Agent ID The agent ID from the source system.
Barged Out Indicator Indicates it the agent was barged out of this contact.
Calling Party Calling Party of the personal calling into the Contact
Center.
Channel Name The channel type of the engagement.
Customer Contact End Timestamp The timestamp that the customer engagement on this
contact completed, that gave the agent the option to
complete or end ACW. This also identifies the time the
agent entered ACW.
Disconnect From Hold Indicator Indicates if the segment was disconnected while on hold.
End Timestamp The UTC Timestamp of the end of the segment.
Engagement ID The source system ID to uniquely identify the
engagement.
Formatted Active Duration The duration in seconds that the agent was actively
(labelled as Active Duration on report) engaged with the customer.
Formatted ACW Duration The duration in seconds that the agent was in an after
(labelled as ACW Duration on report) state following the completion of the interaction.
Formatted Alert Duration The total duration, in seconds, the contact was alerting
(labelled as Alert Duration on report) before answer.
Formatted Consult Duration The duration, in seconds, the agent spent consulting
(labelled as Consult Duration on report) another resource.
Formatted Hold Duration The duration of time that the agent spent on hold in this
(labelled as Hold Duration on report) contact.
Final Disposition The final disposition of the segment.
Originated Timestamp The UTC Timestamp of the beginning of the segment.
Personal Inbound Indicator Indicator to identify if the contact is a personal inbound
contact.
Personal Outbound Indicator Indicator to identify if the contact is a personal outbound
contact.
RONA Indicator Indicates if the segment was returned for rerouting
following a failure by the agent to answer.
Routing Service Name The configured name of the routing attribute service that
matched the Agent to this contact.
Segment Type The reason that the segment was created. Different
Segment Type are Called, Calling, Consulting, Consulted,
Observed,Observing, Coached, Coaching, Barged In,
Transferred, and Conferenced.
Transferred Indicator Indicates if the agent transferred this contact.
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9.2 Agent By Routing Service

Definition
Displays how agents use routing services for the current interval.
How it works
Tracks the performance of agents by channels associated with the routing service for the
current interval. Intervals are aggregated by 15 minutes and can be Daily, Weekly, Monthly,
and Yearly. Supervisors can select the routing service for reporting and track historical
performance of channels and its usage by agents.
You can drill down on the Offered, Abandoned, Answered, Conferenced, Transferred,
Consults, and Holds measures to view the Agent Interaction Detail report. This report
provides agent interactions for the selected measure.
Sample report
Business usage
• How do you determine an agent’s performance by routing service for the current interval?
In the Input parameters, select the required routing service and the agent and click Apply.
Compare the agent on various measures displayed in the report to determine the agent’s
performance.
• How do you determine the usage of channels by an agent for the current interval?
In the Input parameters, select the required routing service, agent, and channel and click
Apply. Compare the agent on various parameters to determine the usage of channel by
an agent.
• How do you compare the performance of agents by routing services for the current
interval?
In the Input parameters, select the required routing services and the agents and click
Apply. Use the Offered and Answered measures to determine the number of
engagements directed and answered. Use the Number of Holds measure to determine
the number of times that the engagements were put on hold by the agent.
• How do you determine the usage of routing services for the current interval?
Generate reports using different intervals. Analyze the usage pattern of routing services
and associated channels for different intervals to gain an insight on the usage pattern of
the routing services.
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• How do you interpret Transferred drill down value from "Agent By Routing Service" report?
As count of transfers initiated or answered by agent within reporting period. After drilling
down from "Transferred" value into "Agent Interaction Details" report, the number of
segments displayed is generally equal to the value clicked. Only when agent accepts
transfer and transfers it again will be Transferred = 2 and there will be only one agent
segment created. This is design intent.
Measures
You can include additional measures to customize the Agent By Routing Service dashboard.
Table 4: Agent By Routing Service
Abandoned A count of engagements offered to the agents that were
abandoned within the reporting period. Abandoned is not
incremented in the case of Transfers, Consults or
Conferenced calls between agents which are abandoned.
Agent Display Name The display name of the agent.
Answered A count of engagements offered to the agents that were
answered within the reporting period.
conferenced within the reporting period.
Consults A count of engagements with routing service offered to an
agent where the agent initiates at least one interaction
with just one other party and then terminates that
interaction without performing a transfer or conference
that completed within the reporting period. Consultative
transfers are counted as transfers and not as consults.
Holds The number of times engagements were put on hold in
the
interval.
reporting period.
Routing Service Name The name of the routing service that was used to route
this
contact to the agent.
Transferred A count of engagements answered by the agent that were
transferred within the reporting period.
Table continues…
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Center.
agent entered ACW.
Disconnect From Hold Indicator Indicates if the segment was disconnected while on hold.
engagement.
(labelled as Active Duration on report) engaged with the customer.
(labelled as Consult Duration on report) another resource.
(labelled as Hold Duration on report) contact.
contact.
contact.
Observed, Observing, Coached, Coaching, Barged In,
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9.3 Agent Configuration

Definition
Displays agent information and agent properties.
How it works
Supervisors can view this report to understand the properties configured for the agent.
Properties include channels assigned to the agent and the number of engagements per
channel that the agent can handle. You can click on an Agent ID to view Agent Attributes.
Sample report
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Business usage
• How do I determine the channels assigned to the agent?
Use the Channel ID measure to understand the channels assigned to the agent.
• How do I determine the number of concurrent contacts that can be active on an account?
Use the Multiplicity measure to determine the concurrent contacts that can be active on
an account.
• How do I determine the routing attributes for an agent?
On the Agent Configuration report, click on the agent. On the Agent Configuration
Attributes, use the Attribute measure to determine the routing attributes for the agent.
Measures
Agent User Handle The user handle of the agent.
Channel ID The channel identifier for the agent’s account.
Multiplicity The number of concurrent contacts that can be active on
this account.
Supervisor ID The ID of the supervisor associated with the agent.
Supervisor Display Name The display name of the supervisor associated with the
agent.
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9.4 AGENT Login/Logout

Definition
Displays agent login and logout information
How it works
Supervisors can view this report to see each login and logout event for each agent, as well
as the logon duration for each session.
Sample report
Sample report with custom status column added
Business Usage
Allows a supervisor to monitor the login and logout behaviour of their agents
• How often do my agents log in or out?

Each log in and logout event is recorded in the report, this allows the supervisor to
check the number of times an agent logs in or out on a Daily, Weekly, Monthly or
Yearly basis.
• How long do my agents spend logged in?
Use the Logon Duration measure to see how long the agent spent logged in during
that session.
• How do I see the status of my agent’s logon?
To see the status of the logon, you will need to add the custom status column to the
Agent Login/Logout Report
• How do I see if my agents are currently logged in?
If an agent is currently logged in, the Logon Timestamp measure will be filled in on
the report, but the Logout Timestamp and Logon Duration will not. The custom
status measure will have a value of 0 meaning that the agent is currently working.
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Measures
agent.
Login Timestamp Time that the agent logged in
Logout Timestamp Time that the agent logged out
Logon Duration Total time the agent spent logged in
Status Displays the status of the of the agent logon

0 - Working – Last Login Time for Agent recorded.
1 - Complete session i.e. agent login and logout events
received.
2 - Logout missing – no logout event was received so
logout time left blank
3 - Login missing – no login event received so login time
left blank.
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9.5 Agent Not Ready By Reason Code

Definition
Displays the reason code associated with the agent Not Ready (aux.) state.
How it works
Tracks the agent activity associated with the agent Not Ready (aux.) state. Supervisors can
view and analyze the reason codes that the agents assign to the Agent Not Ready state for
a selected interval. Intervals are aggregated by 15 minutes and can be Daily, Weekly,
Monthly, or Yearly. Data displayed is listed at agent level, and data is written to the database
every 15 minutes.
Sample report
Business usage
• How many agents are showing the same not ready reason codes and not ready reasons
for the selected interval?
Sort by the Not Ready Reason Code and Not Ready Reason measures to determine the
same codes used by the agents for the selected interval.
• Which are the top reason codes that agents use?
Use the Not Ready Reason Code measure to determine the most used reason codes by
the agents for the selected interval.
• Are agents utilizing the same reason codes multiple times?
Use the Agent ID, Agent User Handle, and Not Ready Reason Code measures to determine
whether agents are using the same codes multiple times in the selected interval.
• Which reason codes are used most by the agents, and what is the maximum duration of
these codes?
Sort by the Not Ready Reason Code measure to determine the codes that have maximum
usage and view the Total Duration measure to determine the duration that agents spent in
Not Ready (aux.) state for the selected interval.
• Are agents exceeding the thresholds defined for each reason code for the selected
interval?
Use the Agent ID, Agent User Handle, and Not Ready Reason Code measures to
determine the reason codes used by agents. Correlate these measures with the Total
Duration measure to determine whether agents are exceeding their threshold for the
selected interval.
• Which codes are used most by the agents and which code has maximum occurrences for
the selected interval?
Sort by the Not Ready Reason Code measure to determine the codes that have
maximum usage. Correlate it with Occurrences to determine the maximum occurrences of
the code for the selected interval.
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Measures
Agent User Handle The user handle of the agent.
Not Ready Reason The name of the Not Ready Reason Code (Aux Code).
Not Ready Reason Code The ID of the Not Ready Reason Code (Aux Code).
The number of times that the agent went into Not Ready
Occurrences Reason Code.
The display name of the supervisor associated with the
Supervisor Display Name agent.
The duration of the agent in Not Ready Reason Code
Total Duration state.
9.6 Agent Performance
9.6.1 Agent Performance Summary
Definition
Displays the performance and productivity of an agent by Channels for the current interval.
How it works
Tracks how agents handle contacts delivered to them for the current interval. Supervisors
can view how the agents handle contacts delivered to them for a selected interval. Intervals
are aggregated by 15 minutes and can be either an Interval, Daily, Weekly, Monthly or
Yearly. Data displayed is listed at agent level and data is written to the database every 15
minutes.
You can drill down on an agent to view the Agent Details report. This report provides agent
performance at a detail level.
You can drill down on Abandoned, Completed, Conferenced, Offered, Transferred, Not
Answered, Consulted, and Number of Holds measures to view the Agent Interaction Detail
report. This report provides agent interactions for the selected measure. All timestamps
pertaining to this report are displayed in UTC time format only.
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Sample report
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Business usage
Monitor and compare the performance of each agent for the selected interval to view how
the agents use their time. This report provides answers to some key questions, such as:
• How many contacts were offered to an agent and how many of these contacts were
completed for the selected interval?
Use the Offered measure to determine the number of contacts directed towards the agent
for the selected interval. Use the Completed measure to determine the number of
completed contacts for the selected interval.
• How many contacts did an agent handle for the selected interval duration, and what is the
duration for which each contact was handled?
Use the Completed measure to determine the number of contacts handled by the agent
for the selected interval. Drill down on the agent and use the Active Time measure to
determine the active duration spent by the agent to handle the contacts.
• How many contacts did an agent put on hold for the selected interval?
Drill down on the agent and use the Hold Count measure to determine the number of
contacts put on hold by the agent for the selected interval.
• How many contacts did an agent transfer to other agents for the selected interval duration?
Drill down on the agent to Agent Details. Hover the mouse over the Transferred measure
in the Agent Performance Counts view to determine the number of contacts transferred
by the agent to other agents for the selected interval.
• How do you compare the active duration and idle duration of an agent for the selected time
interval?
Compare the Active Time measure with the Idle Time measure to determine the time spent by
an agent in idle state in relation to active state. You can also use the Average Active Time
measure to know the average active time spent by the agent for the selected interval.
• How do you compare the agent's performance for the current interval with other similar
time intervals?
Compare the number of contacts offered and the number of contacts completed and
answered with escalations with other similar time intervals to determine the agent’s
performance.
• Is there an improvement in the performance of the agent?
Compare the agent’s performance in the current interval with data derived from other
intervals to see if the performance of the agent is improving.
• How can you view the agent’s performance at a glance for the selected intervals?
See the field Grand Total for all the measures in the table, or hover your mouse over the
measures in Agent Performance Counters.
• How can you view the agent’s blended engagement performance?
Drill down to Agent Details report. See Agent Performance Blended Engagements
View.
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Measures
You can include additional measures to customize the Agent Performance Summary
dashboard.
Table 6: Agent Performance Summary

engagements within the reporting period.
needed a consult within the reporting period, by Channel.
Disconnects From Hold A count of engagements in which a party disconnected
from the engagement during the on Hold state.
Hold Time The amount of time the agent had an engagement on hold
Idle Time The amount of time the agent was waiting to be offered an
engagement within the reporting period. The agent was
idle with no active engagement.
Logged in Time The amount of time the agent was logged in during the
reporting period.
Not Answered A count of engagements offered to the agents that were
not answered by agent within the reporting period.
reporting period.
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Table 7: Agent Details
% Availability Percentage of time agent is available during logged in
time.
abandoned within the reporting period. Abandoned is
not incremented in the case of Transfers, Consults or
Conferenced calls between agents which are
abandoned.
Average Active Time Average active time per answered engagement.
Average Blended Active Time Average active time spent on multiple engagements of
completed contacts.
Average Blended Alert Time Average time completed engagements alerted.
Blended Active Time The amount of time an agent spent working answered
Blended Alert Time The amount of time blended engagements alert within
Conferenced A count of engagements answered by the agent that
were conferenced within the reporting period.
needed a consult within the reporting period, by
Channel.
Hold Count The number of times engagements were put on hold in
the interval.
Hold Time The amount of time the agent had an engagement on
hold within the reporting period.
Idle Time The amount of time the agent was waiting to be offered
an engagement within the reporting period. The agent
was idle with no active engagement.
reporting period.
Transferred A count of engagements answered by the agent that
were transferred within the reporting period.
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Center.
agent entered ACW. ACW time is not included. Survey time
is not included. Where two or more agents are left on the
conference after the customer hangs up
CUSTOMER_CONTACT_END_TIMESTAMP is set as the
timestamp the conference completed between the last two
agents. Where a customer and a single agent are left on a
conference and either hangs up,
CUSTOMER_CONTACT_END_TIMESTAMP is set as the
timestamp that the customer engagement on this contact
completed giving agent option to enter ACW.
Disconnect From Hold Indicator Indicates if the segment was disconnected while on
hold.
engagement.
(labelled as Active Duration on engaged with the customer.
report)
(labelled as Consult Duration on another resource.
report)
(labelled as Hold Duration on report)
contact.
contact.
Segment Type are Called, Calling, Consulting,
Consulted, Observed, Observing, Coached, Coaching,
Barged In, Transferred, and Conferenced.
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Page 194 of 228

9.6.2 Agent Performance Top 5 and Bottom 5
Definition
Displays a performance summary of the top five and the bottom five agents for the current
interval. If more than five agents have the same values for metrics on which the agents are
ranked, the report displays all such agents.
How it works
Tracks the performance of the contact center agents on a daily basis for the current interval.
Intervals are aggregated by 15 minutes and can be either an Interval, Daily, Weekly, Monthly or
Yearly. Data displayed is listed at agent level and data is written to the database every 15
minutes.
The top 5 report is a daily report that shows the performance summary of the five agents
who successfully completed the highest number of customer engagements.
The bottom 5 report is a daily report that shows the performance summary of the five agents
who completed the lowest number of customer engagements.
Sample report
Business usage
Compare the performance of the top five and bottom five agents for the current interval to
determine those agents who are using their active time productively and those who are not.
This report provides answers to some key questions, such as:
• How do the top five agents compare in answering the contacts for the current interval?
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Use the Answered measure to determine the number of contacts answered by the top five
agents for the current interval.
• How do the top five agents compare in using the answering time productively for the
current interval?
Use the Active Time Duration measure to determine and compare the time duration for
which the agents were actively answering the calls for the current interval.
• How do the top five agents compare in completing the contacts directed to them and the
corresponding percentage of completion for the current interval?
Use the Completed and % Complete measure to determine and compare the call
completion attribute of the agents for the current interval.
• How many contacts did the top five agents not answer in the reporting period for the
current interval?
Use the Not Answered measure to determine and compare the contacts that were not
answered by the agents for the current interval.
• How do the bottom five agents compare in not answering the contacts for the current
interval?
Use the Not Answered measure to determine the number of contacts not answered by the
bottom five agents for the current interval.
Measures
You can include additional measures to customize the Agent Performance Top 5 and Bottom
5 dashboard.
% Completed Percentage of engagements completed of those offered.
Agent Display Name The first name of the agent.
not
answered by agent within the reporting period.
Supervisor Display Name The first name of the supervisor associated with the
agent.
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9.6.3 Agent Compare
Definition
Displays a comparison of different agent measures.
How it works
Tracks performance of selected agents by comparing different agent measures in the current
interval. Supervisors can select a maximum of 5 agents for comparing on different
measures.
Sample report
Business usage
• How many contacts were offered to agents in the current interval, and how many of these
contacts were completed?
Use the Offered and Completed measures to compare the performance of the agents for
the current interval.
• How many contacts were offered to agents in the current interval, and how many of these
contacts were abandoned?
Use the Offered and Abandoned measures to compare the number of contacts
abandoned by the agents for the current interval.
• How many contacts offered to the agents were transferred or conferenced since start of
the day?
Compare the Transferred and Conferenced measures with the Offered measures to know
the count of contacts that were either transferred or conferenced for the current interval.
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Measures
You can include additional measures to customize the Agent Compare dashboard.

not answered by agent within the reporting period.
reporting period.
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9.6.4 Agent Behaviour
Definition
Displays individual occurrences of agent behaviors that are associated with engagement
handling activities.
How it works
Tracks how agents handle contacts delivered to them for the current interval. Supervisors
can view the agent behaviors for the contacts delivered to them for a selected interval.
Intervals are aggregated by 15 minutes and can be an Interval, Daily, Weekly, Monthly, or
Yearly. Data displayed is listed at agent level and written to the database every 15 minutes.
This report includes counts for the following types of behaviors:
• Duration-based behaviors such as Short Not Ready (aux.) and % Long Holds. Counts for
duration-based behaviors require an administered behavior definition that specifies a time
duration.
• Event-based behaviors such as Transferred, Consults, and Answered that are counted
automatically.
Sample report
Business usage
• What percentage of calls are transferred or escalated (consults) by the agent for the
selected interval?
Use the % Transferred or % Consults measure to identify the calls that were transferred
or escalated by the agent.
• What percentage of calls are kept on hold by the agent for longer durations for the
selected interval?
Use the % Long Holds measure to identify the agents who keep the calls on hold for
durations longer than the company objectives.
• How do you identify the long engagements that exceed thresholds for the selected
interval?
Use the % Long Engagements measure to identify the agents who exceeded the
company objectives.
• How do you identify the agent behaviors that meet or exceed the company objectives?
View the counts of different measures to identify the agent's behavior.
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Measures
You can include additional measures to customize the Agent Behaviour dashboard.
Table 9: Agent Behaviour
% Answered Percentage of engagements answered.
% Conferenced Percentage of answered engagements conferenced.
% Consults Percentage of engagements consulted.
% Long Engagements Percentage of answered engagements that were long
Percentage of engagements that the agent held for a
duration that exceeded the value defined for this
measure. This measure considers hold time in which the
agent focus remained on the held engagement and hold
time in which the agent focus changed to a different
% Long Holds engagement.
% Short Engagements Percentage of answered engagements short.
% Transferred Percentage of answered engagements transferred.
A count of the number of times the agent went into an
Not Ready (aux.) state and remained in that state for a
duration that was less than the value defined for this
measure. This measure considers all Not Ready (aux.)
Short Not Ready states.
agent.
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9.7 Contact Center Performance Summary

Definition
Displays the performance summary of a contact center site.
How it works
Tracks behavior aspects and contact activities of a contact center site for the selected
interval. Intervals are aggregated by 15 minutes and can be either an Interval, Daily, Weekly,
Monthly or Yearly. Supervisors can select the interval for reporting and track historical
performance of the contact center.
The report contains the following summaries:
• Behaviour Summary: Provides information about various types of agent behaviours that
can have a significant impact on cost of service or customer satisfaction.
• Contact Summary: Provides information about the status of all contacts that dialled in to
the contact center.
Note:
Release 3.6.1 supports only one site.
Sample report
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Business usage
• How many contacts were offered to the given site for the selected interval and how many
of them were transferred to an agent or a service?
Use the Offered measure to determine the number of contacts offered to the selected site
for the selected interval. Use the Trans Initiate to Agent and Trans Initiate to Service
measures to determine the number of contacts that were transferred to an agent or a
service for the selected interval.
• What does the high number of counts in the Behaviour Summary pie-chart indicate?
Behavior counts can be attributed to agent behavior in a contact center and can be
analyzed to determine whether agents need more training or if the efficiency of agents
have reduced. It can also be used to analyze whether agents are performing certain
actions that are greater than set goals of a contact center.
of them abandoned while in a queue and how many of them abandoned while alerting?
for the selected interval. Use the Abandoned From Queue and Abandoned from Alerting
measures to determine the number of contacts that abandoned from queue or abandoned
from alerting for the selected interval.
• How many contacts were offered to the given site for the selected interval and what
percentage of them abandoned while in a queue and what percentage of them abandoned
while alerting?
for the selected interval. Use the % Abandoned From Queue and % Abandoned from
Alerting measures to determine the percentage of contacts that abandoned from queue or
abandoned from alerting for the selected interval.
of them were answered and how many of them were not answered?
for the selected interval. Use the Answered and Not Answered measures to determine the
number of calls answered and number of calls unanswered for the selected interval.
• How many contacts were offered to the given site for the selected interval and what
percentage of them were answered and what percentage of them were not answered?
for the selected interval. Use the % Answered and % Not Answered measures to
determine the percentage of calls answered or unanswered for the selected interval
of them were deferred by the agent?
for the selected interval. Use the Deferred Contacts measure to determine the contacts
that the agent answered and subsequently deferred for the selected interval.
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Measures
You can include additional measures to customize the Contact Center Performance
Summary report.
% Abandoned From Alerting Percentage of engagements that abandoned while
alerting at an agent for this site within the reporting
interval. Count does not increment in the case of
% Abandoned From Queue Percentage of engagements that abandoned from queue
for this site within the reporting interval. Count does not
Transferred calls.
% Answered Percentage of engagements answered that were offered
to the agent for this site.
% Not Answered Percentage of engagements that were not answered while
alerting at an agent for this site.
Abandoned From Alerting A count of the routing service engagements that
abandoned while alerting for this site within the reporting
interval. Count does not increment in the case of
Abandoned From Queue A count of the routing service engagements that
abandoned while in queue for this site within the reporting
interval. This measure also increments for any contact
that complete while if not offered to an agent. Count does
Transferred calls.
Answered A count of engagements answered by agents for this site
within the reporting period. The answered count includes
all contacts answered by agents including routed
contacts, conferences, consults and transfers.
Conference Initiated A count of the number of times a conference was initiated
for this site within the reporting interval.
Consults Initiated A count of engagements where the agent initiated a
consult for this site within the reporting period
Deferred Contacts A count of engagements that were answered by an agent
and subsequently deferred for this site. The count is
incremented only on the first deferral.
Not Answered A count of the routing service engagements offered to
agents that were not answered for this site within the
reporting period.
Offered A count of the routing service engagements offered to
agents for this site answered within the reporting period.
Includes abandoned engagements.
Repeated Deferrals A count of engagements that were answered by an agent
and subsequently deferred multiple times for this site.
Repeated deferrals are only accounted once an agent has
deferred an email more than once. This value is
incremented for each subsequent deferral by the same
agent thereafter.
Site Name Site Name.
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Total Active Time Deferrals The total amount of time engagements were deferred
within the reporting period for this site.
Trans Initiate to Agents A count of routed contacts that were transferred directly to
an agent by another agent for this site within the reporting
interval.
Trans Initiate to Service A count of routed contacts that were transferred directly to
a service by an agent for this site within the reporting
interval.
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9.8 Engagement
Definition
Displays data related to customer engagements across various parameters.
How it works
Tracks historic details of all engagements. Supervisors can select the engagement and
analyze how the engagement traverses through multiple channels and segments in the current
interval. The start time of engagements determine the data displayed in the report.
You can drill down on Engagement ID to get finer details of each engagement. You can drill
down on Contact ID to analyze how the engagement was handled at each segment level. An
engagement is associated with a contact ID where as a segment is associated with an
agent.
Sample Report
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Business usage
• How do you determine the movement of a customer engagement in a contact center?
Use Engagement Summary Report to understand the number of engagements that were
listed in the current interval.
Navigate to Engagement Detail Report to understand the details of the engagement that
was routed through multiple channels. Navigate to Contact Detail Report to understand the
details of segments, and segment durations of an engagement.
• How do you determine the usage of a channel across the contact center?
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In the Input prompt, select TimeZone, specify the values for the Interval and select the
Channel for analysis. The report displays engagement details associated with the selected
channel.
Use the Engagement Distribution By Channel graph to determine the usage of channels
across the contact center.
• How do you determine the duration of an engagement in a particular channel?
In Engagement Summary Report, click an Engagement ID to display the Engagement
Contact Report. Use the Start Time and End Time measures to determine the duration of
the engagement in a particular channel.
• How do you determine the average engagement duration in the current interval? Use the
Average Engagement Duration measure.
For a given contact, how do you determine the duration the segment spent in agent
activities?
Use the Segment Detail Report along with Segment Durations graph to determine the
duration spent for agent activities.
Measures
You can include additional measures to customize the Engagement Report dashboard.
Table 10: Engagement Summary Report
Contact ID The source system ID to uniquely identify the contact.
End Time The UTC Timestamp of the end of the contact.
engagement.
this contact to the agent.
Start Time The UTC Timestamp of the beginning of the contact.
Table 11: Engagement Detail Report

End Time The UTC Timestamp of the end of the engagement.
The source system ID to uniquely identify the
Engagement ID engagement.
The name of the routing service that was used to route
Routing Service Name this contact to the agent.
Start Time The UTC Timestamp of the beginning of the engagement.
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Table 12: Engagement Contact Report

Calling Party Calling address of the customer.
engagement.
Formatted Abandoned Indicator Displays 1 if the contact was abandoned.
(labelled as Abandoned Indicator on
report)
Formatted Active Time The duration in seconds that the agent was actively
(labelled as Active Time on report) engaged with the customer.
Formatted Handling Time The total duration, in seconds, that the agent was actively
(labelled as Handling Time on report) handling the customer from the first resource interaction
active event until completion not including alert time.
Formatted Ring Time The total duration, in seconds, the contact was alerting
(labelled as Ring Time on report) before answer.
Personal Contact Indicator Indicates whether the engagement is personal.
Table 13: Contact Detail Report

Calling Party Calling address of the customer.
Coverage Indicator Indicates if a contact was redirected to coverage point.
Deferred Indicator Indicates if a contact (Email only) was deferred.
engagement.
Formatted Abandoned Indicator Displays 1 if the contact was abandoned.
(labelled as Abandoned Indactor on
report)
Formatted Active Time The duration in seconds that the agent was actively
(labelled as Active Time on report) engaged with the customer.
(labelled as Handling Time on report) handling the customer from the first resource interaction
active event until completion - not including customer alert
time. In case of more agents involved (i.e. consult
completed as conference call) it represents the sum of
handling durations of all agents involved. Alert time of
separate consults is taken into account as handling time
of agents that initiated consults.
Formatted Ring Time The total duration, in seconds, the contact was alerting
(labelled as Ring Time on report) before
answer.
Personal Contact Indicator Indicates whether the engagement is personal.
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Routing Duration The amount of time a contact spent across route points.
Treatment Indicator Indicates if a contact received wait treatment.
Wait Time The amount of time contact spent in queue for the
reporting period.
Wait Time Indicator Indicator to identify that the contact was queued.
Customer Contact End Timestamp The UTC Timestamp of the end of the contact including
Survey time. ACW time is not included.
Table 14: Segment Detail Report
Abandoned Indicator Displays 1 if the contact was abandoned.
Agent Channel Address The hardware address of the agent taking the contact.
Contact ID The source system ID to uniquely identify the
engagement.
End Time The UTC Timestamp of the end of the segment.
engagement.
Formatted Consult Time The duration, in seconds, the agent spent consulting
(labelled as Consult Time on report) another
resource.
(labelled as Handling Time on report) handling the customer from the first active event until
completion not including alert time.
Formatted Rona Indicator Indicates if the segment was returned for rerouting
(labelled as Rona Indicator on report) following a failure by the agent to answer.
Personal Inbound Indicator Indicator to identify the segment as a personal inbound
contact.
Personal Outbound Indicator Indicator to identify the segment as a personal outbound
contact.
ACW Duration The duration in seconds that the agent was in an after call
work state following the completion of an interaction.
Observed, Observing, Coached, Coaching, Barged In,
Start Time The UTC Timestamp of the beginning of the segment.
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Note:
"DD hh:mm:ss" represents day, hour, minute, and seconds.
For Start Time and End Time of the engagement, Contact and Segment are displayed based
on the selected Timezone value.
For custom reports/analysis you need to populate "TIMEZONE_VALUE" session variable.
This can be achieved by opening the Advanced Tab in the analysis and applying below
statement in the prefix: SET VARIABLE TIMEZONE_VALUE='<EU_EASTERN>';.
The Engagement Report supports the following Timezones:
• EU Central
• EU Eastern
• EU Western
• India Standard
• US Central
• US Eastern
• US Mountain
• US Pacific
• UTC
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9.9 Routing Service Summary

Definition
Displays overall performance of a routing service for the selected interval.
How it works
Tracks the performance of the routing service for the current interval. Intervals are
aggregated by 15 minutes and can be 15 Minutes, Hourly, Daily, Weekly, and Monthly.
Supervisors can select the routing services for reporting and track historical performance of
routing services for the current interval.
This report displays routing services, their attributes, and channels through which a contact
is routed and provides a snapshot of metric through a Pie chart View.
Sample report
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Business usage
Monitor and compare the performance of each Routing Service for the selected interval.
This report provides answers to some key questions, such as:
• How many contacts has a routing service offered, and how many agents were serviced by
the routing service for the selected interval?
Use the Offered measure to determine the number of contacts offered through the routing
service for the selected interval. Use the Agent Count measure to determine the agents
serviced by the routing service for the selected interval.
• How do you compare the usage of routing services by channels?
Use the Channel measure to determine the usage of multichannel serviced by routing
service.
• How do you determine the performance of a routing service?
Use the % Service Level measure to determine the percentage of engagements with the
routing service for the selected interval. Use the % Occupancy measure to determine the
time spent by an agent in engagement service work for the routing service.
• How do you view the abandoned contacts across routing services?
Click Routing Service Summary - Contacts tab. Input values on the page and click Apply.
Hover the mouse over each pie in the Pie chart View.
• How do you know that the performance of the routing service is improving?
Compare the routing service performance in the current interval with data derived from
other intervals.
Measures
You can include additional measures to customize the Agent Compare dashboard.
Table 15: Routing Service Summary
% Service Level Percentage of engagements processed within the
allowable thresholds.
Abandoned A count of engagements with routing service offered to
the agent and abandoned within the reporting period.
abandoned.
Answered A count of engagements with routing service offered to
the agent and answered within the reporting period.
Average Active Time Average active time of answered engagements.
Average Hold Time Average hold time of held engagements.
Channel ID The ID of the channel associated with the routing service.
Completed A count of engagements associated with the routing
service that
Offered A count of engagements with routing service offered to
the agent within the reporting period.
Routing Service Name The name of the routing service.
Transferred A count of engagements with routing service answered by
the agent that were transferred within the reporting period.
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9.10 Supervisor
9.10.1 Supervisor Activity
Definition
Displays a summary of the supervisor’s activity for the current reporting interval.
How it works
Tracks the number of agents observed, barged out of contacts, and coached by the supervisor.
Administrators can view the number of times that the supervisor observed the agents and
provided coaching. For each supervisor, the report displays a Grand Total and a Sub Total.
From the Inputs prompt, you can filter reports by one or more supervisors.
Sample report
Business usage
• How do you determine the number of agents that the supervisor was observing?
Use the Observing measure to know the number of contacts where the supervisor was
observing the agent.
• How do you know the number of agents that the supervisor was observing and provided
coaching?
Use the Observing measure to know the number of contacts for which the supervisor was
observing the agent. Use the Coaching measure to know the number of contacts for which
the supervisor provided coaching to the agent.
• How do you determine the number of agents a particular supervisor was observing,
provided coaching to, or barging in on?
Filter the report by Supervisor Name. Use the Observing, Coaching, and Barged In
measures to determine the number of agents where the supervisor was observing,
coaching, or barging in.
You can drill down on the Observing, Coaching, and Barged-In measures.
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Measures
You can include additional measures to customize the Supervisor Activity dashboard.
Barged In A count of engagements where the agent\supervisor
barged in on another agent within the reporting period, by
Channel.
Coaching A count of engagements where the agent\supervisor
coached another agent within the reporting period, by
Channel.
Conferenced Accepted A count of engagements answered by the agent that was
a result of a
conference within the reporting period, by Channel.
Consults Accepted A count of engagements answered by the agent that was
a result of a consult within the reporting period, by
Channel.
Observing A count of engagements where the agent\supervisor
observed another agent within the reporting period by
Channel.
Supervisor Name The display name of the supervisor associated with the
agent.
Transferred Accepted A count of engagements answered by the agent that was
a result of a transfer within the reporting period, by
Channel.
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9.10.2 Supervised Agent Activity
Definition
Displays details of supervised agents and their behaviour aspects in the current reporting
interval.
How it works
Tracks how many agents were observed, barged out of contacts, and coached by the
supervisor.
Supervisors can view how the agents handle contacts delivered to them for a selected
interval.
This includes contacts that the agents transferred to other agents or service.
You can filter the report by:
• Agents: Displays details of the selected agents grouped by their reporting supervisor.
• Supervisor: Displays details for all agents reporting to each supervisor.
• Agent Group: Displays details for all agents in the group based on their reporting
supervisor.
• You can drill down on the Coached, Observed, and Barged Out measures.
Sample dashboard
Business usage
• How do you determine the number of contacts answered by the agent?
Use the Answered measure to know the number of contacts answered by an agent.
• How do you determine the number of contacts that the supervisor observed or barged out
the agent from the contacts?
Use the Observed and Barged Out measures to know the number of contacts where the
agent was observed or barged out of the contact.
• How do you know the number of contacts for which the agent was observed and coached?
Use the Observed measure to know the number of contacts for which the agent was
observed. Use the Coached measure to know the number of contacts for which the agent
was coached.
• How many contacts did the agent transfer to an agent or a service?
Use the Transferred to Agent and Transferred to Service measures to know the contacts
transferred to another agent or service.
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Measures
You can include additional measures to customize the Supervised Agent Activity dashboard.
Answered A count of engagements offered to the agent that were
answered within the reporting period, by Channel.
Barged Out A count of engagements where the agent was barged out
by
another agent\supervisor within the reporting period, by
Channel.
Coached A count of engagements where the agent was coached by
Channel.
Consults Accepted A count of engagements answered by the agent that was
a result of a consult within the reporting period, by
Channel.
Consults Initiated A count of engagements where the agent initiated a
consult within the reporting period, by Channel.
Observed A count of engagements where the agent was observed
by another agent\supervisor within the reporting period, by
Channel.
Supervisor Name The display name of the supervisor associated with the
agent.
Transferred to Agent A count of engagements that were transferred directly to
an agent by an agent within the reporting period, by
Channel.
Transferred to Service A count of engagements that were transferred directly to a
service by an agent within the reporting period, by
Channel.
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9.10.3 Supervised Agent Compare
Definition
Displays a comparison of supervised agents for the current reporting interval.
How it works
Tracks activities of supervised agents by comparing agents on different measures in the
current interval. Supervisors can select maximum five agents for this activity.
You can filter agents of your interest to see the comparison.
Filter the report by Agent Groups to limit the agents comparison in a group.
Business usage
• How do you compare the supervised agents that were observed and coached?
Use the Observed and Coached measures to compare the activities of the supervised
agents.
• How do you compare the supervised agents that were observed and removed from the
call?
Use the Observed and Barged Out measures to compare the activity of the supervised
agents that were removed from the call.
• How many times did the supervisor intervene in the calls for the current interval?
Use the Barged In measure to know the number of times the supervisor intervenes in the
calls.
Measures
You can include additional measures to customize the Supervisor Activity dashboard.
Barged In A count of engagements where the agent\supervisor
barged in on
another agent within the reporting period, by Channel.
Barged Out A count of engagements where the agent was barged out
Channel.
Coached A count of engagements where the agent was coached by
Channel.
Coaching A count of engagements where the agent\supervisor
coached another agent within the reporting period, by
Channel.
Observed A count of engagements where the agent was observed
Channel.
Observing A count of engagements where the agent\supervisor
observed another agent within the reporting period by
Channel.
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9.11 Time Series

Definition
Displays the engagement of agents with an individual routing service for the current interval.
How it works
Tracks the overall trends in performance of agents and agent engagements with a specific
routing service against a set service level for the current interval. Supervisors can select the
routing service for reporting and track historical performance of agent engagements with routing
services.
Sample report
Business usage
• How do you determine the usage of each channel for different measures in the current
interval?
View the Engagements trend graph and use different measures from the drop-down list to
know the usage of each channel.
• How do you determine if the channel is approaching the defined service level for the
current interval?
View the % Service Level trend graph to know the percentage usage of each channel.
• How do you compare the usage of different channels for the current interval?
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View the % Service Level trend graph to know the percentage usage of each channel.
Analyze the usage pattern of each channel for the current interval.
• How do you determine what is happening at the routing point for the current interval?
Use the % Service Level measure to understand the maximum service level reached. View
the Calls Abandoned After Threshold measure to analyze the number of calls abandoned
after the routing service reached its set threshold limit.
• How do you determine if the routing service is used to its fullest for the current interval?
View the % Service Level and Comp Offered measures to determine the calls offered
through the routing service against the set service level.
Measures
You can include additional measures to customize the Time Series dashboard.
Table 16: Time Series
% Service Level Percentage of engagements processed within the
allowable
thresholds.
Calls Abandoned After The number of calls abandoned after the minimum
Threshold threshold. Calls Abandoned After Threshold is not
incremented in the case or Consults or Conferenced calls
between agents which are abandoned while alerting.
Calls Answered After Threshold The number of calls answered after the maximum service
level
threshold. Answered After Threshold does not increment
in the case of Conferenced, Consult or Transferred calls.
Channel The name of the channel associated with the routing
service.
Comp Answered A count of engagements offered to the agent that were
answered and completed within the reporting period.
Comp Offered The number of offered calls that completed during the
period.
Routing Service Name The friendly name assigned to the routing service.
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9.12 VDN Summary

Definition
Displays overall performance of a routing point with respect to the customer experience.
This report supports route point reporting for calls that terminate in treatment VDNs or for
callers who leave a message. Where Oceana® is non-operational, pre-existing agents are
directed to fallback to Elite.
How it works
Tracks the performance of the routing point for the selected interval. Intervals are
aggregated every 15 minutes and can be either a specific Interval or Hourly, Daily, Weekly,
and Monthly. Supervisors can select the routing points and routing point sub-type for
reporting and track historical performance of the routing points.
Supervisors can use this report to compare routing points with respect to compliance with
service level goals or to compare routing points with other measures.
This report supports the following routing points:
Route Point Type SubType Channels (Oceana®)
VDN INGRESS, RONA, PSTN VOICE
XFER2SERVICE, FALLBACK,
COVERAGE, and TREATMENT
RoutePoint ROUTING, and XFER2SERVICE OCP Channels
Sample report
Business usage
• How many contacts were handled by the selected routing point and routing point sub-type
for the selected interval, and how many of them were disconnected?
Use the Handled measure to determine the number of contacts handled by the selected
routing point and routing point subtype for the selected interval. Use the Disconnects
measure to determine the number of contacts that were disconnected.
• How many contacts were handled by the selected routing point and routing pointy sub-type
for the selected interval and how much time was required for routing?
Use the Handled measure to determine the number of contacts handled by the selected
routing point and routing point subtype for the selected interval. Use the Routing Duration
measure to determine the routing duration of these contacts.
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• How do you determine the performance of a routing point?

Use the Handled measure to determine the number of contacts handled by the routing
point in the selected interval. Use the Routing Duration measure along with other
measures, such as Disconnects and Average Wait Time, to determine the performance of
the routing point for the selected interval.
• How do you know that the performance of a routing point is improving?
Compare the routing point performance in the current interval with data derived from other
intervals.
Measures
You can include additional measures to customize the VDN Summary report.
Average Wait Time The average wait time per contact at a route point.
RoutingDuration/Handled.
Disconnects A count of contacts that completed handling by a route
point within the reporting period.
Handled A count of contacts handled by a route point within the
reporting
period.
Routing Duration The amount of time contacts spend handled by a route
point within the reporting period.
Routing Point ID ID to uniquely identify the route point.
Routing Point Name The friendly name of the routing point.
Routing Point Subtype Identifies the routing point sub type, supported values:
INGRESS,ROUTING, RONA, XFER2SERVICE,
FALLBACK, COVERAGE, andTREATMENT.
Page 221 of 228

10 Creating custom dashboards

Prerequisites
• Oracle Business Intelligence (OBIEE)
o Customers must create a new folder under the Shared Folders directory
in the default catalog for storing their customized reports. Default catalogs are
™
overwritten whenever Avaya Analytics is updated or upgraded with a new
release or service pack. Hence, customers must archive the custom folder
prior to the upgrade procedure.
o Customers can copy but cannot edit default analysis provided by Avaya
Analytics. Default analyses are overwritten whenever Avaya Analyticsis
updated or upgraded with a new release or service pack. In this process,
customers may lose their customized reports.
Creating a customized dashboard in OBIEE

Selecting the Subject Areas
Before you begin

You must have permission to configure dashboards on your corporate system.
Procedure
1. Log on to Oracle Business Intelligence.

2. Click New > Analysis.
3. In the Select Subject Area pop-up window, select Analytics. The system displays the
Analysis Editor.
4. Create your analysis by expanding the required area from the list within the Subject
Area:
a. Expand the folders.
b. Double-click the required column names to get them in the Selected
Columns section.
5. Click the Results tab.
The system displays the default layout. By default, both a Title view and a Table view
are defined when using attribute and measure columns.
You can customize the Title view by adding a title, a subtitle, a logo, and a link to a
custom online help page. In the Table view, you can drill down through the data and
add totals, customize headings, and change the formula or aggregation rule for a
column.
6. Click the Save Analysis icon to save your analysis.
Applying filters
About this task
Page 222 of 228

Applying filters limits the amount of data displayed in the analysis. Filters are applied
before the analysis is aggregated.
You can apply filters directly to attribute columns and measure columns.
Procedure
1. Click the Criteria tab.

2. Apply a filter by following one of the procedures:
• Hover over the specific column's toolbar and click the More drop-down menu
and select Filter.
• In the Filters pane, click the Create a filter for the current Subject Area
icon and select the column from the drop-down list.
The system displays the New Filter dialog box.
3. Select the values in the Operator and Value fields.

4. Click OK. The Filters pane displays the newly created filter.
5. In the Filters pane, click the More Options icon and select Save Filters.
The system displays the Save As dialog box. Save the filter to a subject area folder
to make it available when you create an analysis using the same subject area.
6. Click OK.
7. Click the Save Analysis icon to save your analysis.
8. On the global header, click the Catalog link and navigate to the folder where you
saved your filter.
The Catalog displays the filter.
Creating a new dashboard
About this task

You can create customized dashboards to display the reports that you use
frequently.
You must have permission to create a new dashboard using this method.
Procedure
1. Log on to Oracle Business Intelligence.

2. Click New > Dashboard.
3. In the New Dashboard dialog box, enter the following:
a. Name: Name of the dashboard.

b. Description: Description of the dashboard.
c. Location: Location to save the new dashboard.
Saving a dashboard at /Shared Folders/<first level subfolder>
displays the dashboard in the Dashboard menu on the global header. Saving
a dashboard at any other level does not display the dashboard through the
Dashboard menu on the global header.
d. Add content now: Place to add reports to the dashboard immediately.

(Optional) Add content later (Create empty dashboard): An empty
dashboard where you can add reports later.
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4. Click OK.
The system displays the Dashboard Builder.
5. In Catalog, navigate to the analysis that you have created and drag it to the Page
Layout pane.
6. Click Save and then click Run. The system displays the new dashboard.
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11 POM Reporting Limitations

The following metrics do not process POM outbound calls because POM contacts are not
routed through Work Assignment Engine:
Abandoned, Abandoned After Threshold, Answered After Threshold, Abandoned From
Alerting, Abandoned From Queue, Abandon Time Duration, Available, Average Staffed
Occurrences, Average Speed Of Answer, Channel, Comp_Offered, Contacts Waiting,
Expected Wait Time, Max Staffed, Offered, Oldest Contact Waiting, Predictive Wait Time,
Resource In Not Ready, Staffed.
12 Callback Assist (CBA) Reporting

The Callback Assist calls are made up of two contacts (1) the callback scheduling and (2)
the callback by Oceana. From the 3.6.1.0 release, the callback scheduling will no longer
increment the Abandoned measure. It will also no longer update the contact for the
scheduling part of the callback as abandoned in CDR reporting.
During contact (2) of the callback, the Abandoned measure will increment should an agent
fail to answer an alerting contact or if Oceana cannot route to an available agent within the
time allowed by the session establishment timer. If the agent fails to answer the alerting
callback contact, then the Abandoned from Alerting measure will increment. If no agent can
be found to offer the callback contact to and the time limit expires, then the Abandoned from
Queue measure will increment. If a customer fails to answer a callback, then the Abandoned
Indicator on the contact in CDR reporting will also be marked as false.
Also, during contact (2) of the callback, the Offered measure will increment when an agent is
offered the callback from Oceana. If the agent fails to answer the callback from Oceana,
then the callback may be retried several times, each retry will increment the Offered
measure once the agent is offered the callback from Oceana.
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13 Appendix A Database Entity

Relationship Diagrams
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Avaya Analytics™ Data Dictionary

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2.6.2 Keys .............................................................................................................. 25

3.5.3 Relationships ................................................................................................. 67

5.2.1 Real Time Reports ....................................................................................... 120

6.3 Routing Service Calculated Fields ...................................................................... 159

11 POM Reporting Limitations ........................................................................................ 225

1.2 Intended audience

1.3 Oracle® Restricted Use License

1.4 Changes Since Last Release

Updated Description field for ROUTING_POINT_SUBTYPE on

Updated Description field for CUSTOMER_CONTACT_END_TIMESTAMP and

Updated Description field for END_TIMESTAMP on

Added explanatory note around ACW and Survey to END_TIMESTAMP in

Updated Name field for END_TIME to END_TIMESTAMP and ORIGINATED_TIME to

Updated Description field for END_TIMESTAMP on

Updated Description field for ABANDONED_FROM_ALERTING and Abandoned From

Updated Description field for ABANDONED_FROM_QUEUE and Abandoned From

Added Fact Table information for FCT_AGENT_LOGON

Added Historical Report information for Agent Login/Logout

Added section 12 Callback Assist

Updated description for END_TIMESTAMP and added record for

Added comments on REPEATED_DEFERRALS and DEFERRED_CONTACTS under

Updated Description field for CUSTOMER_CONTACT_END_TIMESTAMP on

Updated section 9.8 Engagement updating report images as well as corresponding

Updated section 13 Appendix A, Database Entity Relationship Diagrams with Agent

1.4.1.1 Engagement Contact Report changes

Updated label for Formatted Active Time to Active Time

Updated label for Formatted Handling Time to Handling Time

Updated label for Formatted Ring Time to Ring Time

1.4.1.2 Contact Detail Report changes

Updated label for Formatted Active Time to Active Time

Updated label for Formatted Handling Time to Handling Time

Updated label for Formatted Ring Time to Ring Time

1.4.1.3 Segment Detail Report changes

Updated label for Formatted Handling Time to Handling Time

Updated label for Formatted Rona Indicator to Rona Indicator

Historical reporting Provides multichannel reporting data on contact center

Note: Avaya Analytics™ provides producers and measures to Avaya Workspaces™

Primary Key: Account_SK

Logical Key: Channel_ID, Provider_Name, Account_ID, Row_Active_Date

Parent of FCT_ACCOUNT_INTERVAL on ACCOUNT_SK

15 PROVIDER_NAME TEXT (128) The name of the source system

Primary Key: AGENT_SK

Logical Key: Agent_ID, Row_Active_Date

Parent of FCT_AGENT_INTERVAL on AGENT_SK

Parent of FCT_ROUTE_SERV_BY_AGT_INTERVAL on AGENT_SK

1 ACTIVE_RECORD CHAR (1) Indicates if this record is the current

Primary Key: QUARTER_HOUR_SK

Parent of FCT_ACCOUNT_INTERVAL on UTC_QUARTER_HOUR_SK

Parent of FCT_AGENT_INTERVAL on UTC_QUARTER_HOUR_SK

Parent of FCT_ROUTING_SERVICE_INTERVAL on UTC_QUARTER_HOUR_SK